Pub Date : 2021-10-11DOI: 10.1108/ijqss-04-2020-0054
P. Trivellas, P. Dekoulou, Panagiotis Polychroniou, Vassileios Tokakis
Purpose This paper aims to examine the influence of leadership roles on the corporate social responsibility (CSR) activities as perceived by employees, as well as their impact on job satisfaction. Design/methodology/approach Drawing upon a sample of 245 employees in the tourism industry, a structured questionnaire was developed to measure leadership roles and CSR activities as perceived by employees. The competing values model was adopted to operationalize leadership roles. Findings Results indicate that different leadership roles are linked with different dimensions of CSR activities, although innovator role proved to prevail on this association. More specifically, innovator role is related to all CSR dimensions, followed by monitor which is associated with the philanthropic and environmental dimensions. The broker role is related only to environmental CSR actions. Research limitations/implications The possibility to generalize the results to other countries with different characteristics (e.g. regulatory framework, economic development) needs to be investigated further by carrying out similar studies. Practical implications Understanding the nature of the association between leadership and CSR activities would enable practitioners to pursue or cultivate these roles and behaviors creating strategic value by fostering their multidimensional impact upon the social context. Originality/value The present research has led to the diagnosis of the leadership role profiles supporting CSR strategies in the tourism industry. Findings also highlighted the importance of the innovator leadership role in explaining the variance of different aspects of CSR activities.
{"title":"Which leadership roles modify employee perceptions of CSR activities? Job satisfaction implications in the case of the tourism industry","authors":"P. Trivellas, P. Dekoulou, Panagiotis Polychroniou, Vassileios Tokakis","doi":"10.1108/ijqss-04-2020-0054","DOIUrl":"https://doi.org/10.1108/ijqss-04-2020-0054","url":null,"abstract":"\u0000Purpose\u0000This paper aims to examine the influence of leadership roles on the corporate social responsibility (CSR) activities as perceived by employees, as well as their impact on job satisfaction.\u0000\u0000\u0000Design/methodology/approach\u0000Drawing upon a sample of 245 employees in the tourism industry, a structured questionnaire was developed to measure leadership roles and CSR activities as perceived by employees. The competing values model was adopted to operationalize leadership roles.\u0000\u0000\u0000Findings\u0000Results indicate that different leadership roles are linked with different dimensions of CSR activities, although innovator role proved to prevail on this association. More specifically, innovator role is related to all CSR dimensions, followed by monitor which is associated with the philanthropic and environmental dimensions. The broker role is related only to environmental CSR actions.\u0000\u0000\u0000Research limitations/implications\u0000The possibility to generalize the results to other countries with different characteristics (e.g. regulatory framework, economic development) needs to be investigated further by carrying out similar studies.\u0000\u0000\u0000Practical implications\u0000Understanding the nature of the association between leadership and CSR activities would enable practitioners to pursue or cultivate these roles and behaviors creating strategic value by fostering their multidimensional impact upon the social context.\u0000\u0000\u0000Originality/value\u0000The present research has led to the diagnosis of the leadership role profiles supporting CSR strategies in the tourism industry. Findings also highlighted the importance of the innovator leadership role in explaining the variance of different aspects of CSR activities.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-10-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46791726","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}
Pub Date : 2021-09-23DOI: 10.1108/ijqss-11-2020-0187
Samuel T. Opoku, Bettye A Apenteng, K. Boakye
Purpose This paper aims to explore the mediating effect of organizational support for innovation and moderating impact of supervisory support on how rewards shape employee creativity among rural healthcare employees, a group with few resources and considerable expectations. Design/methodology/approach Using a regression-based moderated path analysis, the authors tested the hypotheses with healthcare employee survey data from a large Southern rural hospital in the USA. Findings The empirical results suggest organizational support for innovation mediates the influence of rewards on employee creativity. In addition, the indirect effect of rewards on employee creativity via organizational support for innovation is moderated by supervisory support, such that the indirect effect is more pronounced at high levels of supervisory support than at low levels of supervisory support. Originality/value This study contributes to the organizational support and creativity literature by exploring the indirect relations of rewards on employee creativity through organizational support for innovation, and the moderating role of supervisory support in such relations.
{"title":"Rewards and employee creativity among rural healthcare employees: the mediating role of organizational support for innovation and the moderating impact of supervisory support","authors":"Samuel T. Opoku, Bettye A Apenteng, K. Boakye","doi":"10.1108/ijqss-11-2020-0187","DOIUrl":"https://doi.org/10.1108/ijqss-11-2020-0187","url":null,"abstract":"\u0000Purpose\u0000This paper aims to explore the mediating effect of organizational support for innovation and moderating impact of supervisory support on how rewards shape employee creativity among rural healthcare employees, a group with few resources and considerable expectations.\u0000\u0000\u0000Design/methodology/approach\u0000Using a regression-based moderated path analysis, the authors tested the hypotheses with healthcare employee survey data from a large Southern rural hospital in the USA.\u0000\u0000\u0000Findings\u0000The empirical results suggest organizational support for innovation mediates the influence of rewards on employee creativity. In addition, the indirect effect of rewards on employee creativity via organizational support for innovation is moderated by supervisory support, such that the indirect effect is more pronounced at high levels of supervisory support than at low levels of supervisory support.\u0000\u0000\u0000Originality/value\u0000This study contributes to the organizational support and creativity literature by exploring the indirect relations of rewards on employee creativity through organizational support for innovation, and the moderating role of supervisory support in such relations.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-09-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45352991","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}
Pub Date : 2021-09-20DOI: 10.1108/ijqss-01-2021-0017
Jon Sundbo, L. Rubalcaba, F. Gallouj
Purpose This paper aims to develop a conceptual framework for understanding the role of servitization in the creative and cultural industries (CCI). Design/methodology/approach A conceptual model is proposed based on five elements: servitization drivers (digitalization in particular), agents, modes (based on the standardization/customization dynamics), servitization mechanisms (the authors provide a new classification) and service experiences. Findings CCI is not considered a natural part of the service sector. They drive economic and social development and are part of the innovation ecosystem. They are confronting a set of emerging dynamics in which servitization plays a leading role. Servitization is a way to move toward value co-creation by transforming existing business models. Servitization – with digitalization facilitates the co-creation of CCI-based experiences for customers, users and other stakeholders. Research limitations/implications In terms of further research implications, these theoretical and managerial considerations call for empirical research of the servitization of CCI to investigate how and how much it develops. Practical implications CCI companies need new business models that combine servitization, digitalization and value co-creation in the right mix. “One size fits all” does not work. Business models have to consider the right mix. Originality/value The proposed conceptual model provides a novel understanding of servitization and CCI and changes the focus from the “production” or push side (e.g. artistic creativity and messages) that has characterized much CCI theory toward the demand or pull side and buyers’ (users) increased power.
{"title":"Servitization in the creative and cultural industries","authors":"Jon Sundbo, L. Rubalcaba, F. Gallouj","doi":"10.1108/ijqss-01-2021-0017","DOIUrl":"https://doi.org/10.1108/ijqss-01-2021-0017","url":null,"abstract":"\u0000Purpose\u0000This paper aims to develop a conceptual framework for understanding the role of servitization in the creative and cultural industries (CCI).\u0000\u0000\u0000Design/methodology/approach\u0000A conceptual model is proposed based on five elements: servitization drivers (digitalization in particular), agents, modes (based on the standardization/customization dynamics), servitization mechanisms (the authors provide a new classification) and service experiences.\u0000\u0000\u0000Findings\u0000CCI is not considered a natural part of the service sector. They drive economic and social development and are part of the innovation ecosystem. They are confronting a set of emerging dynamics in which servitization plays a leading role. Servitization is a way to move toward value co-creation by transforming existing business models. Servitization – with digitalization facilitates the co-creation of CCI-based experiences for customers, users and other stakeholders.\u0000\u0000\u0000Research limitations/implications\u0000In terms of further research implications, these theoretical and managerial considerations call for empirical research of the servitization of CCI to investigate how and how much it develops.\u0000\u0000\u0000Practical implications\u0000CCI companies need new business models that combine servitization, digitalization and value co-creation in the right mix. “One size fits all” does not work. Business models have to consider the right mix.\u0000\u0000\u0000Originality/value\u0000The proposed conceptual model provides a novel understanding of servitization and CCI and changes the focus from the “production” or push side (e.g. artistic creativity and messages) that has characterized much CCI theory toward the demand or pull side and buyers’ (users) increased power.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-09-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46345571","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}
Pub Date : 2021-08-30DOI: 10.1108/ijqss-02-2021-0031
L. Fonseca, M. Cardoso, Maria Henriqueta Nóvoa
Purpose This paper aims to identify and characterize the motivations for ISO 9001 quality management system (QMS) implementation and certification, with a novel, valid and business-oriented scale applied to a large sample. Instead of adopting a normative approach focusing on the internal/external nature of the motivation, this investigation aims to emphasize the ISO 9001 driving forces from an instrumental (productivity, market and competitiveness) perspective. Design/methodology/approach This study is framed with a quantitative methodology supported by an email survey encompassing a sample of 526 Portuguese ISO 9001 certified organizations. Descriptive statistics, exploratory factorial analysis (EFA), t-tests and correlation analysis were performed according to the proposed research questions. Findings Regarding the motivations, three factors were obtained by applying EFA: market, productivity and competitiveness. The respondent organizations consider the productivity factor (mainly related to internal motivations) to be the most important. Concerning the other factors, competitiveness in the sector is ranked second and the reasons related to the market come in third. Additionally, organizations of medium dimension (between 50 and 249 employees), certified up to 1999 or from the private sector, give greater relevance to motivations related to the market and competitiveness. Research limitations/implications This investigation suffers from the limitations inherent to the survey methodology (e.g. potential bias) and a Portuguese sample’s restrictions. Moreover, this research does not cover organizations that have been certified after 2015, namely, with an initial ISO 9001:2015 certification. Nevertheless, most of the respondents’ organizations remain ISO 9001 certified today. Practical implications The information provided allows managers to know the driving forces and motivations behind seeking ISO 9001 certification. It can assist certification bodies in fine-tuning their marketing strategies to attract new customers and support ISO 9001 stakeholders in the ISO 9001 revision cycles. Social implications Policymakers can also adjust policies to foster ISO 9001 certification accordingly. Furthermore, as Wawak et al. (2020) suggested, with ISO starting a new revision cycle for ISO 9001, an increase in the research topic is expected. This study brings additional knowledge that can assist ISO stakeholders in that process. Originality/value This study presents a novel, valid and more business-oriented scale to characterize and identify the motivations for ISO 9001 QMS certification and maps the driving forces for ISO 9001 certification in a large sample size of diverse organizations. The instrumental nature of the scale (productivity, market and competitiveness) improves the consistency with recent research on ISO 9001 contributions for organizational performance compared with previous scales that focused on the internal/external nature of
{"title":"Motivations for ISO 9001 quality management system implementation and certification – mapping the territory with a novel classification proposal","authors":"L. Fonseca, M. Cardoso, Maria Henriqueta Nóvoa","doi":"10.1108/ijqss-02-2021-0031","DOIUrl":"https://doi.org/10.1108/ijqss-02-2021-0031","url":null,"abstract":"\u0000Purpose\u0000This paper aims to identify and characterize the motivations for ISO 9001 quality management system (QMS) implementation and certification, with a novel, valid and business-oriented scale applied to a large sample. Instead of adopting a normative approach focusing on the internal/external nature of the motivation, this investigation aims to emphasize the ISO 9001 driving forces from an instrumental (productivity, market and competitiveness) perspective.\u0000\u0000\u0000Design/methodology/approach\u0000This study is framed with a quantitative methodology supported by an email survey encompassing a sample of 526 Portuguese ISO 9001 certified organizations. Descriptive statistics, exploratory factorial analysis (EFA), t-tests and correlation analysis were performed according to the proposed research questions.\u0000\u0000\u0000Findings\u0000Regarding the motivations, three factors were obtained by applying EFA: market, productivity and competitiveness. The respondent organizations consider the productivity factor (mainly related to internal motivations) to be the most important. Concerning the other factors, competitiveness in the sector is ranked second and the reasons related to the market come in third. Additionally, organizations of medium dimension (between 50 and 249 employees), certified up to 1999 or from the private sector, give greater relevance to motivations related to the market and competitiveness.\u0000\u0000\u0000Research limitations/implications\u0000This investigation suffers from the limitations inherent to the survey methodology (e.g. potential bias) and a Portuguese sample’s restrictions. Moreover, this research does not cover organizations that have been certified after 2015, namely, with an initial ISO 9001:2015 certification. Nevertheless, most of the respondents’ organizations remain ISO 9001 certified today.\u0000\u0000\u0000Practical implications\u0000The information provided allows managers to know the driving forces and motivations behind seeking ISO 9001 certification. It can assist certification bodies in fine-tuning their marketing strategies to attract new customers and support ISO 9001 stakeholders in the ISO 9001 revision cycles.\u0000\u0000\u0000Social implications\u0000Policymakers can also adjust policies to foster ISO 9001 certification accordingly. Furthermore, as Wawak et al. (2020) suggested, with ISO starting a new revision cycle for ISO 9001, an increase in the research topic is expected. This study brings additional knowledge that can assist ISO stakeholders in that process.\u0000\u0000\u0000Originality/value\u0000This study presents a novel, valid and more business-oriented scale to characterize and identify the motivations for ISO 9001 QMS certification and maps the driving forces for ISO 9001 certification in a large sample size of diverse organizations. The instrumental nature of the scale (productivity, market and competitiveness) improves the consistency with recent research on ISO 9001 contributions for organizational performance compared with previous scales that focused on the internal/external nature of","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48051229","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}
Pub Date : 2021-08-30DOI: 10.1108/ijqss-07-2021-0101
T. Salimova, Su Mi Dahlgaard-Park, L. Biryukova, Julia R. Palkina, N. Vatolkina
Purpose The purpose of this paper is to review the Russian Federation Government Quality Award (RFGQA) over its 25-year existence. Design/methodology/approach This paper looks into the evolution, model and key provisions of RFGQA, based on the authors’ long-time experience as an Award assessor. Apart from that, methodologically, this study uses the desktop research method, comparative literature review. Findings The research results show that RFGQA over its 25 years has become the most popular approach to the development of organizational excellence for Russian enterprises and organizations, regardless of the sphere of activity. Research limitations/implications This paper presents the core results of RFGQA’s 25-year existence. The comparison of the current Russian Quality Award model with the new European Foundation for Quality Management model is not analyzed. Originality/value This research paper extends current knowledge of national quality awards and presents an original set of information about RFGQA, its methodology and results.
{"title":"Russian government quality award: 25 years towards organizational excellence","authors":"T. Salimova, Su Mi Dahlgaard-Park, L. Biryukova, Julia R. Palkina, N. Vatolkina","doi":"10.1108/ijqss-07-2021-0101","DOIUrl":"https://doi.org/10.1108/ijqss-07-2021-0101","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to review the Russian Federation Government Quality Award (RFGQA) over its 25-year existence.\u0000\u0000\u0000Design/methodology/approach\u0000This paper looks into the evolution, model and key provisions of RFGQA, based on the authors’ long-time experience as an Award assessor. Apart from that, methodologically, this study uses the desktop research method, comparative literature review.\u0000\u0000\u0000Findings\u0000The research results show that RFGQA over its 25 years has become the most popular approach to the development of organizational excellence for Russian enterprises and organizations, regardless of the sphere of activity.\u0000\u0000\u0000Research limitations/implications\u0000This paper presents the core results of RFGQA’s 25-year existence. The comparison of the current Russian Quality Award model with the new European Foundation for Quality Management model is not analyzed.\u0000\u0000\u0000Originality/value\u0000This research paper extends current knowledge of national quality awards and presents an original set of information about RFGQA, its methodology and results.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43488961","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}
Pub Date : 2021-08-30DOI: 10.1108/ijqss-03-2021-0042
Abhijeet Biswas, Deepakshi Jaiswal, R. Kant
Purpose Global proliferation had a noteworthy impact on the Indian retail banking industry and mushrooming banks have entailed to emphasize on customer satisfaction (CS) quotient to remain competitive. This study aims to illuminate determinants of CS and customer trust (CT) and their denouement in Indian retail banking. Design/methodology/approach The top six Indian private sector banks were selected hinged on market capitalization. A total of 460 responses from retail bank customers were gathered using a structured questionnaire. Direct and indirect relationships were analyzed with mediation and moderation by using structural equation modeling. Findings The study identifies determinants of CS and CT. The results manifest that perceived service innovation (PSI) and bank reputation (BR) considerably aggrandize CS and CT. Furthermore, CS strikingly magnifies customer loyalty (CL). The study also posits that CT partially mediates between the nexus of PSI and BR on the one side and CS on the other. Moreover, perceived risk moderates the association between CS and loyalty. Research limitations/implications The study demonstrates indispensable drivers of CS, CT and CL which may encourage bank professionals to hold on to their customers and enhance profitability. Originality/value Here is a dearth of literature on PSI and BR in the Indian banking industry. Thus, the study supplements literature by assimilating these constructs through a compendious conceptual model. The study is distinct as it evaluates mediating effects of CT in unfurling complexities of relationships among the underlying constructs.
{"title":"Investigating service innovation, bank reputation and customer trust: evidence from Indian retail banking","authors":"Abhijeet Biswas, Deepakshi Jaiswal, R. Kant","doi":"10.1108/ijqss-03-2021-0042","DOIUrl":"https://doi.org/10.1108/ijqss-03-2021-0042","url":null,"abstract":"\u0000Purpose\u0000Global proliferation had a noteworthy impact on the Indian retail banking industry and mushrooming banks have entailed to emphasize on customer satisfaction (CS) quotient to remain competitive. This study aims to illuminate determinants of CS and customer trust (CT) and their denouement in Indian retail banking.\u0000\u0000\u0000Design/methodology/approach\u0000The top six Indian private sector banks were selected hinged on market capitalization. A total of 460 responses from retail bank customers were gathered using a structured questionnaire. Direct and indirect relationships were analyzed with mediation and moderation by using structural equation modeling.\u0000\u0000\u0000Findings\u0000The study identifies determinants of CS and CT. The results manifest that perceived service innovation (PSI) and bank reputation (BR) considerably aggrandize CS and CT. Furthermore, CS strikingly magnifies customer loyalty (CL). The study also posits that CT partially mediates between the nexus of PSI and BR on the one side and CS on the other. Moreover, perceived risk moderates the association between CS and loyalty.\u0000\u0000\u0000Research limitations/implications\u0000The study demonstrates indispensable drivers of CS, CT and CL which may encourage bank professionals to hold on to their customers and enhance profitability.\u0000\u0000\u0000Originality/value\u0000Here is a dearth of literature on PSI and BR in the Indian banking industry. Thus, the study supplements literature by assimilating these constructs through a compendious conceptual model. The study is distinct as it evaluates mediating effects of CT in unfurling complexities of relationships among the underlying constructs.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45139346","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}
Pub Date : 2021-08-28DOI: 10.1108/ijqss-11-2020-0172
A. Jose, S. Mathew, R. G, Dony Peter Chacko, Ajith K. Thomas
Purpose The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents. Design/methodology/approach A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale. Findings The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction. Practical implications The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process. Originality/value This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.
{"title":"The role of switching cost in the e-service recovery framework among banking customers","authors":"A. Jose, S. Mathew, R. G, Dony Peter Chacko, Ajith K. Thomas","doi":"10.1108/ijqss-11-2020-0172","DOIUrl":"https://doi.org/10.1108/ijqss-11-2020-0172","url":null,"abstract":"\u0000Purpose\u0000The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents.\u0000\u0000\u0000Design/methodology/approach\u0000A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale.\u0000\u0000\u0000Findings\u0000The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction.\u0000\u0000\u0000Practical implications\u0000The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process.\u0000\u0000\u0000Originality/value\u0000This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47421089","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}
Pub Date : 2021-08-20DOI: 10.1108/ijqss-01-2021-0015
M. Nasir, M. Adil, A. Dhamija
Purpose Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing literature has shed light on some key roles that after-sale service and the larger customer support system could play in attaining the same. Specifically, this paper aims to attempt to model the linkages between after-sales service, service quality, customer satisfaction, customer loyalty and word of mouth (WOM). Design/methodology/approach A structured questionnaire was used to collect data from 280 two-wheeler owners, who had a recent experience of after sales service at their respective authorized service centers, through purposive sampling method. Findings The findings reveal that both customer loyalty and repurchase intention significantly and positively mediate the relationship between customer satisfaction and word of mouth. This indicates that satisfied customers are more likely to be loyal to the service firms and would spontaneously engage themselves with positive word of mouth. Originality/value Despite the increasing importance of after-sales service, empirical researches on this subject have been quite limited. This study aims at filling the void in extant literature by examining the inter-relationships between after-sales service, service quality, customer satisfaction and WOM.
{"title":"The synergetic effect of after sales service, customer satisfaction, loyalty and repurchase intention on word of mouth","authors":"M. Nasir, M. Adil, A. Dhamija","doi":"10.1108/ijqss-01-2021-0015","DOIUrl":"https://doi.org/10.1108/ijqss-01-2021-0015","url":null,"abstract":"\u0000Purpose\u0000Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing literature has shed light on some key roles that after-sale service and the larger customer support system could play in attaining the same. Specifically, this paper aims to attempt to model the linkages between after-sales service, service quality, customer satisfaction, customer loyalty and word of mouth (WOM).\u0000\u0000\u0000Design/methodology/approach\u0000A structured questionnaire was used to collect data from 280 two-wheeler owners, who had a recent experience of after sales service at their respective authorized service centers, through purposive sampling method.\u0000\u0000\u0000Findings\u0000The findings reveal that both customer loyalty and repurchase intention significantly and positively mediate the relationship between customer satisfaction and word of mouth. This indicates that satisfied customers are more likely to be loyal to the service firms and would spontaneously engage themselves with positive word of mouth.\u0000\u0000\u0000Originality/value\u0000Despite the increasing importance of after-sales service, empirical researches on this subject have been quite limited. This study aims at filling the void in extant literature by examining the inter-relationships between after-sales service, service quality, customer satisfaction and WOM.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-08-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46562138","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}
Pub Date : 2021-08-19DOI: 10.1108/ijqss-07-2020-0108
Himanshu Singla, M. D. Mehta, Pooja Mehta
Purpose This paper aims to investigate the effect of spiritual intelligence on the quality of work life (QWL) of college teachers. Besides this, the mediating impact of psychological capital on improving their QWL and moderating effect of gender has also been examined in the study. Design/methodology/approach Variance-based structural equation modelling is used for testing the proposed structural model with a sample of 451 college teachers. Findings The findings of the study reveal that QWL is positively influenced by spiritual intelligence. Moreover, QWL can be augmented with the presence of psychological capital. Nevertheless, there exist no gender differences with respect to the relationships of the study. Practical implications The study holds implications for the teachers and educational institutions as they can prepare themselves to cope up with the stressful events and experience a good QWL. Social implications A teacher’s role is said to be instrumental in bringing about a holistic development in pupil’s personality by instilling right value system in him/her. Nevertheless, such role of the teachers can only be justified if the teachers are equipped with higher levels of spiritual intelligence and are psychologically more active and satisfied with their work life. Originality/value To the best of the authors’ knowledge, this study is the first of its kind that makes an incremental contribution to the QWL literature by exploring a partial mediating role of psychological capital on the relationship between spiritual intelligence and QWL.
{"title":"Modeling spiritual intelligence on quality of work life of college teachers: a mediating role of psychological capital","authors":"Himanshu Singla, M. D. Mehta, Pooja Mehta","doi":"10.1108/ijqss-07-2020-0108","DOIUrl":"https://doi.org/10.1108/ijqss-07-2020-0108","url":null,"abstract":"\u0000Purpose\u0000This paper aims to investigate the effect of spiritual intelligence on the quality of work life (QWL) of college teachers. Besides this, the mediating impact of psychological capital on improving their QWL and moderating effect of gender has also been examined in the study.\u0000\u0000\u0000Design/methodology/approach\u0000Variance-based structural equation modelling is used for testing the proposed structural model with a sample of 451 college teachers.\u0000\u0000\u0000Findings\u0000The findings of the study reveal that QWL is positively influenced by spiritual intelligence. Moreover, QWL can be augmented with the presence of psychological capital. Nevertheless, there exist no gender differences with respect to the relationships of the study.\u0000\u0000\u0000Practical implications\u0000The study holds implications for the teachers and educational institutions as they can prepare themselves to cope up with the stressful events and experience a good QWL.\u0000\u0000\u0000Social implications\u0000A teacher’s role is said to be instrumental in bringing about a holistic development in pupil’s personality by instilling right value system in him/her. Nevertheless, such role of the teachers can only be justified if the teachers are equipped with higher levels of spiritual intelligence and are psychologically more active and satisfied with their work life.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this study is the first of its kind that makes an incremental contribution to the QWL literature by exploring a partial mediating role of psychological capital on the relationship between spiritual intelligence and QWL.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-08-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41565002","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}
Pub Date : 2021-08-17DOI: 10.1108/ijqss-09-2020-0141
Jookyung Kwon, Jiseon Ahn
Purpose This study aims to examine the effects of cruise attributes on impulse buying of service customers through impulsive buying tendency. Specifically, this study investigates whether service attributes (variety of selection and price) influence the impulsive buying behavior of customers by stimulating their impulsive buying tendency. Design/methodology/approach Partial least squares-structural equation modeling was used to test the hypothesis using a sample of 143 cruise customers. Mediating analysis was conducted to examine whether customer personal traits (impulsivity) mediated the relationship between service attributes and impulsive buying behavior. Findings The findings showed that price attributions had a significant positive direct impact on impulsive buying tendency and behavior, while a variety of selections had a significant direct effect on impulse buying behavior. The results revealed a significant mediating role of impulsive buying tendency in the relationship between price attributions and impulse buying. Originality/value Although studies on the decision-making style of service customers have been widely discussed, a limited number of studies has examined customers’ impulsive buying behavior in the service sector. Considering the importance of impulsive purchasing as a valuable marketing tool, the results of this study can help service providers and researchers enhance their knowledge of the mechanism of impulse buying behavior.
{"title":"The effects of cruise attributes on impulse buying behavior: the mediating role of impulsive buying tendency","authors":"Jookyung Kwon, Jiseon Ahn","doi":"10.1108/ijqss-09-2020-0141","DOIUrl":"https://doi.org/10.1108/ijqss-09-2020-0141","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the effects of cruise attributes on impulse buying of service customers through impulsive buying tendency. Specifically, this study investigates whether service attributes (variety of selection and price) influence the impulsive buying behavior of customers by stimulating their impulsive buying tendency.\u0000\u0000\u0000Design/methodology/approach\u0000Partial least squares-structural equation modeling was used to test the hypothesis using a sample of 143 cruise customers. Mediating analysis was conducted to examine whether customer personal traits (impulsivity) mediated the relationship between service attributes and impulsive buying behavior.\u0000\u0000\u0000Findings\u0000The findings showed that price attributions had a significant positive direct impact on impulsive buying tendency and behavior, while a variety of selections had a significant direct effect on impulse buying behavior. The results revealed a significant mediating role of impulsive buying tendency in the relationship between price attributions and impulse buying.\u0000\u0000\u0000Originality/value\u0000Although studies on the decision-making style of service customers have been widely discussed, a limited number of studies has examined customers’ impulsive buying behavior in the service sector. Considering the importance of impulsive purchasing as a valuable marketing tool, the results of this study can help service providers and researchers enhance their knowledge of the mechanism of impulse buying behavior.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-08-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45997908","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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