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Elevating service startup survival through strategic service quality 通过战略性服务质量提升初创服务企业的生存能力
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-08-21 DOI: 10.1108/ijqss-07-2022-0067
Haili Zhang, Michael Song

Purpose

The purpose of this paper is to unravel the specific service quality dimensions that significantly influence startup survival, providing actionable insights for service managers and entrepreneurs.

Design/methodology/approach

Empirical data were collected from 372 service startups over a period of seven years. The Cox proportional hazard model was used to analyze the data.

Findings

The results indicate that the tangible dimension of service quality emerges as the most critical determinant of startup survival. Additionally, the reliability and responsiveness of the service also significantly affect startup survival. Furthermore, the assurance and empathy dimensions have a positive, albeit modest, influence on the survival prospects of service startups.

Research limitations/implications

This study contributes to the service literature by investigating the relative importance of each dimension of service quality in relation to the survival of service startups.

Practical implications

The empirical findings empower service startups to make informed decisions, allocate resources judiciously and prioritize aspects of service quality that have a significant impact on their survival and success.

Social implications

The social implications indicate the significance of service quality dimensions not only for the success of service startups but also for the overall well-being of customers, local economies and the competitive landscape of the service sector.

Originality/value

This study contributes to service science by uniquely highlighting the critical role of tangibles in startup survival, challenging conventional beliefs about the primacy of service reliability.

本文旨在揭示对初创企业生存有重大影响的具体服务质量维度,为服务管理人员和创业者提供可操作的见解。结果结果表明,服务质量的有形维度是决定初创企业存活的最关键因素。此外,服务的可靠性和响应速度也会对初创企业的存活率产生重大影响。此外,保证和移情维度对初创服务企业的生存前景也有积极影响,尽管影响不大。研究局限/启示本研究通过调查服务质量的各个维度对初创服务企业生存的相对重要性,为服务文献做出了贡献。社会意义社会意义表明,服务质量的各个维度不仅对初创服务企业的成功具有重要意义,而且对客户的整体福祉、地方经济和服务行业的竞争格局也具有重要意义。原创性/价值这项研究通过独特地强调有形资产在初创企业生存中的关键作用,挑战了服务可靠性至上的传统观念,从而为服务科学做出了贡献。
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引用次数: 0
Quality leadership, technology integration and patient care quality across countries: moderating roles of national culture and infrastructure development 各国的质量领导力、技术整合和患者护理质量:民族文化和基础设施发展的调节作用
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-08-13 DOI: 10.1108/ijqss-09-2023-0137
Subhajit Chakraborty, Jorge A. Gonzalez, Miguel Sahagun, Cara-Lynn Scheuer

Purpose

To better understand the nature and effective delivery of quality health-care globally, this paper aims to study the role of quality leadership on patient care quality (PCQ) delivered in hospitals, including the intervening role of technology integration and two country-level factors – national culture and infrastructure development – in North America (Canada, Mexico and the USA).

Design/methodology/approach

PCQ comprises four facets: interpersonal, technical, environmental and administrative quality. Using survey data and interdisciplinary theoretical support (e.g. quality management and the Global Leadership and Organizational Behavior Effectiveness Project [GLOBE] model of national culture), this paper tested for moderated mediation between hospital quality leadership and the four-facet PCQ model with technology integration as the mediator and national culture and infrastructure development as moderators.

Findings

Results show that technology integration partially mediates the relationship between hospital quality leadership and PCQ and that national culture and infrastructure development shape the role of hospital quality leadership on PCQ. Hence, these national factors must be considered holistically to understand the impact of hospital quality leadership on patient care.

Practical implications

To improve PCQ, hospital leaders should broaden their understanding of quality health-care to include technology integration and an awareness of cultural and institutional differences across nations.

Originality/value

This paper used primary data from hospital quality leaders and the four-facet PCQ conceptualization across three large North American nations, offering a more global understanding of service quality in health-care.

目的为了更好地了解全球优质医疗服务的性质和有效提供,本文旨在研究质量领导力对医院提供的病人护理质量(PCQ)的作用,包括技术整合和两个国家层面因素--国家文化和基础设施发展--在北美(加拿大、墨西哥和美国)的干预作用。设计/方法/途径PCQ包括四个方面:人际质量、技术质量、环境质量和管理质量。本文利用调查数据和跨学科理论支持(如质量管理和全球领导力与组织行为效能项目[GLOBE]的国家文化模型),检验了医院质量领导力与四方面 PCQ 模型之间的调节中介关系,并以技术整合为中介,以国家文化和基础设施发展为调节。因此,要了解医院质量领导力对患者护理的影响,就必须全面考虑这些国家因素。为了提高 PCQ,医院领导者应拓宽对优质医疗服务的理解,将技术整合以及对各国文化和制度差异的认识纳入其中。
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引用次数: 0
Behavioural intention to adopt mobile wallets at the bottom of the pyramid: a developing economy perspective 金字塔底层采用手机钱包的行为意向:发展中经济体的视角
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-06-26 DOI: 10.1108/ijqss-05-2023-0063
Sumit Sodhay, Lalit Mohan Kathuria, Tanveen Kaur, Gurpreet Kaur

Purpose

The study aims to investigate the factors influencing the behavioural intention of bottom-of-the-pyramid (BOP) consumers in developing economies, such as India, to adopt mobile wallets, drawing upon the framework of the uses and gratification theory. Furthermore, the study also examines the moderating effect of gender.

Design/methodology/approach

To achieve the objective, primary data were collected from a sample of 220 respondents using the survey method. The reliability and validity of the survey instrument were demonstrated through confirmatory factor analysis. Subsequently, structural equation modelling (SEM) was used for hypotheses testing.

Findings

The study revealed that only convenience and social influence have a positive significant influence on the behavioural intention to adopt mobile wallets whereas, innovativeness, trust and compatibility have no significant relationship with behavioural intention to adopt mobile wallets among the BOP consumers. Further, gender moderates the relationship between compatibility and behavioural intention to adopt mobile wallets in India.

Originality/value

This study contributes to the underexplored area of research concerning the behavioural intention to adopt mobile wallets among BOP consumers in a developing economy. It introduces a novel approach by using the uses and gratifications theory to uncover the underlying motivations behind adoption behaviour.

目的本研究旨在借鉴使用和满足理论框架,调查影响印度等发展中经济体金字塔底层(BOP)消费者使用手机钱包行为意向的因素。此外,本研究还探讨了性别的调节作用。为实现研究目标,本研究采用调查方法从 220 名受访者中收集了原始数据。调查工具的可靠性和有效性通过确认性因素分析得到了证明。研究结果表明,只有便利性和社会影响对 BOP 消费者采用手机钱包的行为意向有积极的显著影响,而创新性、信任度和兼容性与 BOP 消费者采用手机钱包的行为意向没有显著关系。此外,在印度,性别对兼容性与采用移动钱包的行为意向之间的关系起调节作用。 原创性/价值 本研究为发展中经济体的 BOP 消费者采用移动钱包的行为意向这一尚未充分开发的研究领域做出了贡献。它采用了一种新颖的方法,利用使用和满足理论来揭示采用行为背后的潜在动机。
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引用次数: 0
Drivers of service ecosystem: moderating role of organizational culture in North Indian hotels 服务生态系统的驱动因素:北印度酒店组织文化的调节作用
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-04-30 DOI: 10.1108/ijqss-07-2023-0099
Hardeep Chahal, Seema Devi

Purpose

This study aims to explore the drivers (i.e. service innovation, service exchange, customer wellbeing and employee wellbeing) and organizational culture in the service ecosystem in the hospitality sector.

Design/methodology/approach

This study adopted a quantitative approach by collecting data from employees and customers of the top 10 hotels (identified from three major websites, i.e. Goibibo, Trivago and MakeMyTrip) functional in Jammu city, North India. Exploratory factor analysis, confirmatory factor analysis and partial least square analysis are used to analyse the data.

Findings

The study findings reveal that among the four drivers (i.e., service innovation, service exchange, employee wellbeing and customer wellbeing) customer wellbeing shows a strong impact and significant impact on the service ecosystem. Following this, the study also exhibits that organizational culture significantly moderates the relationship between service innovation and the service ecosystem. However, it does not show any moderating influence among the other drivers of the service ecosystem.

Research limitations/implications

This study is conducted only in the top 10 hotels (three and four stars) of Jammu city, North India, which might not represent all Indian hotels.

Originality/value

The study contributes by establishing the role of four service ecosystem drivers, namely service innovation, service exchange, employee wellbeing and customer wellbeing. Following this, the study empirically tested and validated the service ecosystem framework in the context of north Indian hotels. The study also establishes the significant role of organizational culture, particularly group culture and hierarchy culture, in strengthening the service ecosystem.

目的本研究旨在探讨酒店业服务生态系统中的驱动因素(即服务创新、服务交换、客户满意度和员工满意度)和组织文化。设计/方法/途径本研究采用定量方法,从印度北部查谟市的前 10 家酒店(从 Goibibo、Trivago 和 MakeMyTrip 三大网站中确定)的员工和客户处收集数据。研究结果研究结果表明,在四个驱动因素(即服务创新、服务交流、员工福利和客户福利)中,客户福利对服务生态系统具有重大影响。此外,研究还表明,组织文化对服务创新与服务生态系统之间的关系有明显的调节作用。研究局限性/意义本研究仅在北印度查谟市排名前 10 的酒店(三星级和四星级)中进行,可能无法代表印度所有酒店。随后,研究以北印度酒店为背景,对服务生态系统框架进行了实证测试和验证。研究还确定了组织文化,尤其是集团文化和等级文化在加强服务生态系统方面的重要作用。
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引用次数: 0
A study on driving factors for enhancing financial performance and customer-centricity through digital banking 通过数字银行提高财务业绩和以客户为中心的驱动因素研究
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-04-29 DOI: 10.1108/ijqss-09-2023-0141
Puneett Bhatnagr, Anupama Rajesh, Richa Misra

Purpose

This study aims to develop a customer-centric model based on an online customer experience (OCE) construct relating to e-loyalty, e-trust and e-satisfaction, resulting in improved Net Promoter Score for Indian digital banks.

Design/methodology/approach

This study used an online survey method to gather data from a sample of 485 digital banking users, from which usable questionnaires were obtained. The obtained data were subjected to thorough analysis using partial least squares structural equation modelling to further investigate the research hypotheses.

Findings

The main factors determining digital banks’ OCE were perceived customer centrality, perceived value and perceived usability. Additionally, relevant constructs were evaluated using importance-performance map analysis.

Research limitations/implications

This study used convenience sampling for the urban population using digital banking services; therefore, the outcome may be generalized to a limited extent. To further strengthen digital banking, it would be valuable to imitate studies in other countries.

Originality/value

There is a lack of research on digital banking and OCE in India; thus, this study will help rectify this issue while providing valuable insights. This study differs from others in that it examines the connections between online customer satisfaction, loyalty, trust and the bottom line of financial institutions using these factors as dependent variables instead of traditional measures.

目的本研究旨在根据与电子忠诚度、电子信任度和电子满意度相关的在线客户体验(OCE)结构,建立一个以客户为中心的模型,从而提高印度数字银行的净促进者得分。研究结果决定数字银行 OCE 的主要因素是感知到的客户中心地位、感知到的价值和感知到的可用性。此外,还使用重要性-绩效图分析法对相关构念进行了评估。研究局限性/启示本研究对使用数字银行服务的城市人口进行了便利抽样,因此,研究结果的普遍性可能有限。为了进一步加强数字银行业务,模仿其他国家的研究将很有价值。原创性/价值印度缺乏对数字银行和 OCE 的研究;因此,本研究将有助于纠正这一问题,同时提供有价值的见解。本研究与其他研究的不同之处在于,它将在线客户满意度、忠诚度、信任度和金融机构的底线作为因变量,而不是传统的衡量标准。
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引用次数: 0
Social media influencer marketing: science mapping of the present and future trends 社交媒体影响者营销:对当前和未来趋势的科学规划
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-04-10 DOI: 10.1108/ijqss-10-2023-0174
Muhammad Ashraf Fauzi, Zuraina Ali, Zanariah Satari, Puteri Azlian Megat Ramli, Mazen Omer

Purpose

This study aims to reveal the knowledge structure of social media influencer marketing literature by performing science mapping analysis through a state-of-the-art bibliometric approach to determine the current and future trends. Social media influencer marketing is one of the most effective approaches to presenting a brand and offering value to consumers via social media.

Design/methodology/approach

This study evaluates the knowledge structure to uncover the emerging trends and future predictions in social media influencer marketing through bibliographic coupling and co-word analysis. In total, 917 journal publications were retrieved from the Web of Science database and analyzed using VOSviewer software.

Findings

The central theme in social media influencer marketing reflects digital engagement between influencers and followers and communication between influencers and followers. The theoretical and managerial implications are discussed.

Originality/value

This study unleashes the knowledge structure according to the fundamental literature of social media influencer marketing and the underlying themes related to the phenomenon.

目的本研究旨在通过最先进的文献计量学方法进行科学图谱分析,揭示社交媒体影响者营销文献的知识结构,从而确定当前和未来的趋势。社交媒体影响者营销是通过社交媒体向消费者展示品牌和提供价值的最有效方法之一。本研究通过书目耦合和共词分析对知识结构进行评估,以揭示社交媒体影响者营销的新兴趋势和未来预测。研究结果社交媒体影响者营销的核心主题反映了影响者与追随者之间的数字接触以及影响者与追随者之间的交流。原创性/价值本研究根据社交媒体影响者营销的基本文献以及与该现象相关的基本主题,对知识结构进行了梳理。
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引用次数: 0
Can gamified e-service quality improve customer value co-creation and relationship quality in e-retailing? 游戏化电子服务质量能否改善网络零售中的客户价值共创和关系质量?
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-03-18 DOI: 10.1108/ijqss-08-2023-0120
Reihaneh Alsadat Tabaeeian, Majid Mohammad Shafiee, Azarnoush Ansari

Purpose

This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing.

Design/methodology/approach

A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model.

Findings

The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention.

Originality/value

The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry.

目的 本文旨在研究游戏化网络服务质量(GE-SQ)对网络零售中顾客价值共创、关系质量和购买意向的影响。研究结果实证证实,GE-SQ鼓励了顾客价值共创行为和关系质量。顾客价值共创和关系质量导致了更高的购买意向。此外,价值共创和关系质量还在一定程度上调节了 GE-SQ 与购买意向之间的关系。此外,本研究还提出并验证了一个基于 GE-SQ、价值共创和客户关系质量的理论框架。本研究为将游戏化作为网络零售行业的实用工具提供了启示。
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引用次数: 0
Organizational learning, quality and safety culture in patient care: comparing Colombia and the Kingdom of Saudi Arabia 病人护理中的组织学习、质量和安全文化:哥伦比亚与沙特阿拉伯王国的比较
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-02-19 DOI: 10.1108/ijqss-07-2023-0103
Ricardo Santa, Diego Morante, Thomas Tegethoff, Luis Berggrun

Purpose

The purpose of this study is to determine the interactions between factors such as organizational learning, feedback about errors, punitive response to errors and communication quality in hospitals in the Kingdom of Saudi Arabia and Colombia when adopting a culture of quality and safety (CQS) in patient care.

Design/methodology/approach

Based on a literature review, a self-administered questionnaire was developed and used to collect data from 417 Saudi respondents affiliated with hospitals and 483 Colombian respondents at the beginning of the pandemic. Structural equation modeling is used in this study to test the hypothesized relationships.

Findings

The results show a solid and significant predictive relationship between feedback about errors and the CQS in both countries (Colombia: b = 0.55, p < 0.001; KSA: b = 0.44, p < 0.001), but a very low and insignificant predictive relationship between no punitive response to errors and CQS (Colombia: b = –0.02, p > 0.05; KSA: b = 0.05, p > 0.05).

Practical implications

This study demonstrates the importance of organizational learning in fostering a CQS in the health-care sector in the Kingdom of Saudi Arabia and Colombia. Recent unprecedented policy actions motivated by the COVID-19 pandemic, such as social distancing, lockdowns and safety practices enforcement, have further highlighted this concern. Moreover, attention to the dimensions addressed in this study is required for accreditation purposes in organizations seeking to promote a CQS. Overall, this research highlights the vital role of safety and quality practices among health-care organizations, which has significant policy implications, especially in the current period of high uncertainty.

Originality/value

This paper contributes to the theory and practice in the health-care sector by extending the current knowledge of the impact of the quality of communications, non-punitive response to errors and feedback about errors in organizational learning and safety culture, and by presenting a novel, quantitative methodology seldom used for these topics.

目的本研究旨在确定沙特阿拉伯王国和哥伦比亚的医院在患者护理中采用质量与安全文化(CQS)时,组织学习、错误反馈、对错误的惩罚性反应和沟通质量等因素之间的相互作用。研究结果表明,在这两个国家中,错误反馈与 CQS 之间存在稳固且显著的预测关系(哥伦比亚:b = 0.55,p < 0.001;沙特阿拉伯:b = 0.44,p < 0.001),但对错误不采取惩罚性应对措施与 CQS 之间的预测关系很低且不显著(哥伦比亚:b = -0.02,p >0.05;沙特阿拉伯:b = 0.05,p >0.05)。最近因 COVID-19 大流行而采取的前所未有的政策行动,如社会疏远、封锁和安全措施的实施,进一步凸显了这一问题。此外,在寻求促进 CQS 的组织中,需要关注本研究中涉及的各个层面,以便进行认证。总体而言,本研究强调了安全和质量实践在医疗机构中的重要作用,这具有重大的政策影响,尤其是在当前高度不确定的时期。 本论文通过扩展目前对沟通质量、对错误的非惩罚性反应以及对组织学习和安全文化中错误的反馈的影响的认识,并通过提出一种很少用于这些主题的新颖定量方法,为医疗保健领域的理论和实践做出了贡献。
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引用次数: 0
The impact of feedback on consumer’s emotional state in post purchase context: exploring moderating factors 购买后反馈对消费者情绪状态的影响:探索调节因素
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-02-16 DOI: 10.1108/ijqss-06-2023-0085
Nadia Sfar
<h3>Purpose</h3><p>Emphasizing the increasing need for social presence in interpersonal interactions and the irreplaceable aspects of face-to-face communications, this study aims to explore the emotional impact of interpersonal influence on consumers after purchase. As individuals respond differently to others’ feedback (positive and negative/verbal and nonverbal), the author investigates potential moderating factors of the impact of feedback on consumer’s emotions in a postpurchase context.</p><!--/ Abstract__block --><h3>Design/methodology/approach</h3><p>A qualitative study was conducted using the method of semistructured individual interviews to collect data. The author selected a heterogeneous group of 30 consumers belonging to two categories: 13 adults (including seven women and six men) and 17 adolescents (including eight girls and nine boys). The author took into account this type of sampling in the selection of respondents, as investigating the influence of the respondent’s gender is one of the research objectives.</p><!--/ Abstract__block --><h3>Findings</h3><p>The thematic content analysis method released a set of propositions the author suggests for future validation: five moderating factors the author established from the literature review (strength of social ties, level of expertise, type of the product and consumer’s age and gender), while four factors sprang from the collected data (consumer’s level of conviction, repetition of the feedback, the feedback’s argumentation and its level of discretion).</p><!--/ Abstract__block --><h3>Research limitations/implications</h3><p>The subjectivity of the interviewees’ personal descriptions of their felt internal states affects the accuracy of their responses. In addition, the psychological aspect of the study provoked reluctance and discretion from some respondents. Further research studies could target these limitations to study each identified moderating factor separately and search for the secondary variables that tend to be linked to these factors (e.g. the expertise level is linked to personality variables, such as the perceived level of self-confidence). Furthermore, subsequent studies can go beyond the affective impact of feedback and investigate the behavioral aspect (repurchase intentions).</p><!--/ Abstract__block --><h3>Practical implications</h3><p>This study is of great importance in providing more explanations for the reasons why consumers repurchase or abandon a product. The importance of the emotional power of others’ feedback suggests that, when positioning their offers, marketers must ensure that their product has a strong chance of acceptance by consumer’s significant other. In addition, companies must argue their offers, allowing consumers to increase their knowledge about the product. Moreover, interpersonal cues and expertise level are more important competences to find in employees. Who is more than a vendor, for example, to be perceived as having a high leve
目的本研究强调人际交往中日益增长的社会存在需求以及面对面交流的不可替代性,旨在探讨购买后人际影响对消费者情绪的影响。由于个体对他人反馈(积极和消极/言语和非言语)的反应不同,作者调查了在购买后背景下反馈对消费者情绪影响的潜在调节因素。作者选择了一个由 30 名消费者组成的异质群体,分为两类:13 名成年人(包括 7 名女性和 6 名男性)和 17 名青少年(包括 8 名女孩和 9 名男孩)。作者在选择受访者时考虑到了这种抽样类型,因为调查受访者性别的影响是研究目标之一。研究结果专题内容分析法提出了一系列命题,供作者今后验证:作者从文献综述中确定了五个调节因素(社会关系的强弱、专业知识水平、产品类型以及消费者的年龄和性别),而四个因素则来自收集到的数据(消费者的信念水平、反馈的重复性、反馈的论证及其自由裁量程度)。此外,研究的心理层面也引起了一些受访者的不情愿和谨慎。进一步的研究可以针对这些局限性,分别研究每个已确定的调节因素,并寻找往往与这些因素相关联的次要变量(例如,专业知识水平与人格变量相关联,如感知到的自信水平)。此外,后续研究可以超越反馈的情感影响,调查行为方面(再购意向)。他人反馈的情感力量的重要性表明,营销人员在进行产品定位时,必须确保他们的产品有很大机会被消费者的另一半接受。此外,企业还必须论证自己的提议,让消费者增加对产品的了解。此外,人际暗示和专业知识水平也是员工需要具备的重要能力。例如,谁比供应商更能被视为在其领域具有高水平的专业知识呢?研究结果表明,线下社交力量仍然重要,其影响与消费者所考虑的多种因素相关。面对面的互动一直被视为满足个人社会联系需求的最有效方式。本文探讨了消费者内部的反馈影响过程,并准确强调了购买后的背景。
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引用次数: 0
E-grocery service loyalty: integrating food quality, e-grocery quality and relationship quality (young customers’ experience with local food) 电子杂货服务忠诚度:整合食品质量、电子杂货质量和关系质量(年轻顾客对本地食品的体验)
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-02-07 DOI: 10.1108/ijqss-06-2023-0080
Dwi Suhartanto, David Dean, Iklima Farhani

Purpose

This study aims to evaluate the loyalty formation model on e-grocery service incorporating food quality, e-grocery quality and relationship quality as determinants of loyalty.

Design/methodology/approach

The quantitative approach was used by using 353 data from young Indonesian customers with purchasing experience of local food through e-grocery service. The hypothesized relationships between variables were tested using partial least squares structural equation modeling.

Findings

The results confirm that local food quality, e-grocery service quality and the relationship quality elements of a sense of community and attitudinal attachment, are all loyalty drivers. Next, mediation tests reveal that local food quality and e-grocery service quality influence customer loyalty through customers’ attitudinal attachment and a sense of community.

Practical implications

This study recommends that managers of e-grocery services of local food businesses could benefit from the development of attachment and a sense of community among their young clients. Furthermore, to develop loyalty among young customers, offering high-quality local food as well as e-grocery services is suggested.

Originality/value

To the best of the author’s knowledge, this is the first examination of the e-grocery service loyalty in the context of local food.

目的本研究旨在评估电子杂货服务的忠诚度形成模型,该模型将食品质量、电子杂货服务质量和关系质量作为忠诚度的决定因素。结果结果表明,本地食品质量、电子杂货服务质量以及社区感和态度依恋等关系质量要素都是忠诚度的驱动因素。接下来,中介检验显示,本地食品质量和电子杂货服务质量通过顾客的态度依恋和社区感影响顾客忠诚度。此外,为了培养年轻顾客的忠诚度,建议在提供电子杂货服务的同时提供高质量的本地食品。
{"title":"E-grocery service loyalty: integrating food quality, e-grocery quality and relationship quality (young customers’ experience with local food)","authors":"Dwi Suhartanto, David Dean, Iklima Farhani","doi":"10.1108/ijqss-06-2023-0080","DOIUrl":"https://doi.org/10.1108/ijqss-06-2023-0080","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to evaluate the loyalty formation model on e-grocery service incorporating food quality, e-grocery quality and relationship quality as determinants of loyalty.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The quantitative approach was used by using 353 data from young Indonesian customers with purchasing experience of local food through e-grocery service. The hypothesized relationships between variables were tested using partial least squares structural equation modeling.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results confirm that local food quality, e-grocery service quality and the relationship quality elements of a sense of community and attitudinal attachment, are all loyalty drivers. Next, mediation tests reveal that local food quality and e-grocery service quality influence customer loyalty through customers’ attitudinal attachment and a sense of community.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study recommends that managers of e-grocery services of local food businesses could benefit from the development of attachment and a sense of community among their young clients. Furthermore, to develop loyalty among young customers, offering high-quality local food as well as e-grocery services is suggested.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>To the best of the author’s knowledge, this is the first examination of the e-grocery service loyalty in the context of local food.</p><!--/ Abstract__block -->","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"4 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2024-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139689754","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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International Journal of Quality and Service Sciences
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