Alexandra Aguirre‐Rodriguez, Adriana M. Bóveda-Lambie, Patricia Torres, Detra Y. Montoya
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引用次数: 0
Abstract
Abstract This research applies a service adaptation framework to examine how the interplay of employee service adaptive behaviors and customer cultural factors influence customer satisfaction. The results show that stronger ethnic identification increased the positive effect of interpersonal adaptive service (but not service offering-adaptive) behaviors and customer satisfaction. Additionally, stronger in-group favoritism expectations strengthened the positive relationship between service-offering adaptive behaviors (but not interpersonal-adaptive behavior) and satisfaction. These findings contribute to the ethnic services marketing literature by shedding light on the factors that impact customer satisfaction in shared ethnicity service encounters. Implications for research and practice are discussed.
Services Marketing QuarterlyBusiness, Management and Accounting-Business, Management and Accounting (miscellaneous)
CiteScore
2.40
自引率
0.00%
发文量
6
期刊介绍：
Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.
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