Pub Date : 2011-11-15DOI: 10.1108/MSQ.2011.10821FAA.001
J. Finsterwalder, T. Garry
This conceptual opening piece was peer reviewed by the two Editors of the journal, Dr Marianna Sigala and Dr Chatura Ranaweera, as well as by the consulting Editor, Dr Jay Kandampully.
{"title":"\"Doing more with less\": service imperatives of the twenty-first century","authors":"J. Finsterwalder, T. Garry","doi":"10.1108/MSQ.2011.10821FAA.001","DOIUrl":"https://doi.org/10.1108/MSQ.2011.10821FAA.001","url":null,"abstract":"This conceptual opening piece was peer reviewed by the two Editors of the journal, Dr Marianna Sigala and Dr Chatura Ranaweera, as well as by the consulting Editor, Dr Jay Kandampully.","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"119 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133218847","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 : 2011-11-15DOI: 10.1108/09604521111185637
S. Hill, A. Tombs
Purpose – The primary objective of this paper is to investigate the attitudes, feelings and perceptions of Australian consumers towards service frontline employees with accents that differ from Standard Australian English, taking into consideration service‐country image and customer emotions.Design/methodology/approach – This paper reports on a qualitative study designed to uncover the attitudes and perceptions of Australians towards service personnel with foreign accents.Findings – The findings revealed that hearing a service provider with a foreign accent, particularly in services encounters without face‐to‐face contacts, often evokes a negative predisposition to certain accents, reduces the customers' level of tolerance and increases the perception of the service provider's lack of understanding. This negative stereotype bias seems to be moderated by the accent (a proxy of ethnicity) and service‐country image and influenced by customer emotions in the service interaction.Research limitations/implicatio...
{"title":"The effect of accent of service employee on customer service evaluation","authors":"S. Hill, A. Tombs","doi":"10.1108/09604521111185637","DOIUrl":"https://doi.org/10.1108/09604521111185637","url":null,"abstract":"Purpose – The primary objective of this paper is to investigate the attitudes, feelings and perceptions of Australian consumers towards service frontline employees with accents that differ from Standard Australian English, taking into consideration service‐country image and customer emotions.Design/methodology/approach – This paper reports on a qualitative study designed to uncover the attitudes and perceptions of Australians towards service personnel with foreign accents.Findings – The findings revealed that hearing a service provider with a foreign accent, particularly in services encounters without face‐to‐face contacts, often evokes a negative predisposition to certain accents, reduces the customers' level of tolerance and increases the perception of the service provider's lack of understanding. This negative stereotype bias seems to be moderated by the accent (a proxy of ethnicity) and service‐country image and influenced by customer emotions in the service interaction.Research limitations/implicatio...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"21 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130585759","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 : 2011-11-15DOI: 10.1108/09604521111185628
C. Mathies, M. Burford
Purpose – Despite widespread acknowledgement of the importance of employees to the success of service firms, research into how well frontline service staff understand service remains scarce. This study aims to investigate what constitutes good customer service from the viewpoint of frontline service employees and to explore gender differences in particular.Design/methodology/approach – The data were collected from 876 frontline employees across a wide range of service industries. An automated text analysis using Leximancer explored general and gender‐specific patterns in employees' customer service understanding.Findings – Irrespective of gender, frontline service staff share the perception that the pillars of good customer service are listening skills, making the customer happy, and offering service. Males have a more functional, outcome‐oriented interpretation of customer service; females focus more on the actual service interaction and emotional outcomes.Practical implications – By acknowledging gender...
{"title":"Customer service understanding: gender differences of frontline employees","authors":"C. Mathies, M. Burford","doi":"10.1108/09604521111185628","DOIUrl":"https://doi.org/10.1108/09604521111185628","url":null,"abstract":"Purpose – Despite widespread acknowledgement of the importance of employees to the success of service firms, research into how well frontline service staff understand service remains scarce. This study aims to investigate what constitutes good customer service from the viewpoint of frontline service employees and to explore gender differences in particular.Design/methodology/approach – The data were collected from 876 frontline employees across a wide range of service industries. An automated text analysis using Leximancer explored general and gender‐specific patterns in employees' customer service understanding.Findings – Irrespective of gender, frontline service staff share the perception that the pillars of good customer service are listening skills, making the customer happy, and offering service. Males have a more functional, outcome‐oriented interpretation of customer service; females focus more on the actual service interaction and emotional outcomes.Practical implications – By acknowledging gender...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124125740","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 : 2011-11-15DOI: 10.1108/09604521111185664
K. Yagci
{"title":"Operations Management in the Travel Industry","authors":"K. Yagci","doi":"10.1108/09604521111185664","DOIUrl":"https://doi.org/10.1108/09604521111185664","url":null,"abstract":"","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125528559","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 : 2011-11-15DOI: 10.1108/09604521111185619
V. Kuppelwieser, J. Finsterwalder
Purpose – This paper aims to demonstrate how psychological safety influences individual contributions in customer groups where multiple customers co‐create a service experience. It also shows the influence of other customers' contributions on an individual customer's own contribution to the service experience as well as the individual customer's perception of his/her own and of other customers' contributions toward service satisfaction.Design/methodology/approach – This empirical research paper is based on structural equation modelling to examine customer group experiences of two different service providers, a white water rafting company and an indoor soccer company. Data from a survey of a combined total of 273 consumers were utilised to test the research model.Findings – The results demonstrate that, on an aggregate level, psychological safety affects an individual customer's perception of his/her own and others' contributions to a service experience. The findings show that the contributions of others h...
{"title":"Psychological safety, contributions and service satisfaction of customers in group service experiences","authors":"V. Kuppelwieser, J. Finsterwalder","doi":"10.1108/09604521111185619","DOIUrl":"https://doi.org/10.1108/09604521111185619","url":null,"abstract":"Purpose – This paper aims to demonstrate how psychological safety influences individual contributions in customer groups where multiple customers co‐create a service experience. It also shows the influence of other customers' contributions on an individual customer's own contribution to the service experience as well as the individual customer's perception of his/her own and of other customers' contributions toward service satisfaction.Design/methodology/approach – This empirical research paper is based on structural equation modelling to examine customer group experiences of two different service providers, a white water rafting company and an indoor soccer company. Data from a survey of a combined total of 273 consumers were utilised to test the research model.Findings – The results demonstrate that, on an aggregate level, psychological safety affects an individual customer's perception of his/her own and others' contributions to a service experience. The findings show that the contributions of others h...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127015823","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 : 2011-11-15DOI: 10.1108/09604521111185592
Bodo Lang
Purpose – Word‐of‐mouth (WOM) communication, satisfaction and service quality are inextricably linked. However, despite much research, the shape of the satisfaction‐WOM relationship is not known. At present, three relationships are supported. This paper aims to develop and test a model of how the satisfaction‐WOM relationship varies depending on the type of service encounter, thus reconciling past conflicting findings.Design/methodology/approach – A number of service quality indicators are manipulated and a fully factorial 2×3 experiment is conducted to test the hypotheses on 281 respondents.Findings – All four hypotheses are supported; in certain types of service encounters high levels of satisfaction lead to greater WOM activity than low levels of satisfaction (positivity bias) and this relationship is reversed in a second type of service encounter (negativity bias).Research limitations/implications – This research shows that relationships between constructs are highly context dependent and can change d...
{"title":"How word of mouth communication varies across service encounters","authors":"Bodo Lang","doi":"10.1108/09604521111185592","DOIUrl":"https://doi.org/10.1108/09604521111185592","url":null,"abstract":"Purpose – Word‐of‐mouth (WOM) communication, satisfaction and service quality are inextricably linked. However, despite much research, the shape of the satisfaction‐WOM relationship is not known. At present, three relationships are supported. This paper aims to develop and test a model of how the satisfaction‐WOM relationship varies depending on the type of service encounter, thus reconciling past conflicting findings.Design/methodology/approach – A number of service quality indicators are manipulated and a fully factorial 2×3 experiment is conducted to test the hypotheses on 281 respondents.Findings – All four hypotheses are supported; in certain types of service encounters high levels of satisfaction lead to greater WOM activity than low levels of satisfaction (positivity bias) and this relationship is reversed in a second type of service encounter (negativity bias).Research limitations/implications – This research shows that relationships between constructs are highly context dependent and can change d...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"299 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124281127","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 : 2011-09-06DOI: 10.1108/09604521111159843
E. Losekoot
{"title":"Tourist Customer Service Satisfaction: An Encounter Approach","authors":"E. Losekoot","doi":"10.1108/09604521111159843","DOIUrl":"https://doi.org/10.1108/09604521111159843","url":null,"abstract":"","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"67 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131379416","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 : 2011-09-06DOI: 10.1108/09604521111159825
Mina Beigi, M. Shirmohammadi
Purpose – The purpose of this study is to investigate the effects of an emotional intelligence (EI) training program on: the EI of service providers; and the service quality provided by employees who have received such training.Design/methodology/approach – Employees of five branches of a large public‐sector bank in Iran are randomly selected as the “treatment group” to undertake a tailored eight‐session EI training program, while employees of another homogenous sample of five branches are selected as the “control group” (involving no EI training). EI is measured by the ECI‐2 instrument before and after training. Two samples of customers (150 customers of the “treatment branches” and 150 customers of the “control branches”) are utilised to evaluate the perceived service quality of both groups of branches before the training and two months after the training.Findings – One of four dimensions of EI (“relationship management”) is found to be enhanced by EI training. Moreover, the EI training program is shown...
{"title":"Effects of an emotional intelligence training program on service quality of bank branches","authors":"Mina Beigi, M. Shirmohammadi","doi":"10.1108/09604521111159825","DOIUrl":"https://doi.org/10.1108/09604521111159825","url":null,"abstract":"Purpose – The purpose of this study is to investigate the effects of an emotional intelligence (EI) training program on: the EI of service providers; and the service quality provided by employees who have received such training.Design/methodology/approach – Employees of five branches of a large public‐sector bank in Iran are randomly selected as the “treatment group” to undertake a tailored eight‐session EI training program, while employees of another homogenous sample of five branches are selected as the “control group” (involving no EI training). EI is measured by the ECI‐2 instrument before and after training. Two samples of customers (150 customers of the “treatment branches” and 150 customers of the “control branches”) are utilised to evaluate the perceived service quality of both groups of branches before the training and two months after the training.Findings – One of four dimensions of EI (“relationship management”) is found to be enhanced by EI training. Moreover, the EI training program is shown...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"23 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121667212","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 : 2011-09-06DOI: 10.1108/09604521111159799
R. Bennett, Sharmila Savani
Purpose – The purposes of the study are: to determine the prevalence of complaints systems within human services charities (HSCs); to identify the determinants of the adoption of complaints procedures; and to assess the outcome of strategic (rather than ad hoc) approaches to complaints management.Design/methodology/approach – A review of the literature is used to propose a model of the antecedents and outcomes of the adoption of a formal complaints‐handling system. A questionnaire survey is then conducted among a sample of 251 HSCs in the UK with annual incomes in excess of £1 million. The data are utilised to assess the prevalence of formal complaints procedures, potential antecedents to the adoption of such a system, and whether the application of strategic approaches to complaint management leads to greater managerial satisfaction with the system.Findings – The prevalence of formal complaints‐handling procedures in UK charities is increasing. Such systems are less common in smaller HSCs with little sta...
{"title":"Complaints‐handling procedures of human services charities: Prevalence, antecedents, and outcomes of strategic approaches","authors":"R. Bennett, Sharmila Savani","doi":"10.1108/09604521111159799","DOIUrl":"https://doi.org/10.1108/09604521111159799","url":null,"abstract":"Purpose – The purposes of the study are: to determine the prevalence of complaints systems within human services charities (HSCs); to identify the determinants of the adoption of complaints procedures; and to assess the outcome of strategic (rather than ad hoc) approaches to complaints management.Design/methodology/approach – A review of the literature is used to propose a model of the antecedents and outcomes of the adoption of a formal complaints‐handling system. A questionnaire survey is then conducted among a sample of 251 HSCs in the UK with annual incomes in excess of £1 million. The data are utilised to assess the prevalence of formal complaints procedures, potential antecedents to the adoption of such a system, and whether the application of strategic approaches to complaint management leads to greater managerial satisfaction with the system.Findings – The prevalence of formal complaints‐handling procedures in UK charities is increasing. Such systems are less common in smaller HSCs with little sta...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"39 6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134348683","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 : 2011-09-06DOI: 10.1108/09604521111159816
J. Lin, Chung‐Yueh Wu
Purpose – Customer uncertainty of future contacts with the service provider creates a wide range of expectations of the relationship. Such variation and effective management of customer expectations have been not been well studied. The purpose of this research is to investigate the role of customers' expected future use in relationship based customer retention for continuously provided services, proposing and testing an empirical model that explores the interconnectedness of relationship quality, expected future use and customer retention.Design/methodology/approach – A theoretical framework is developed to suggest the role of expected future use in relationship‐based retention. Extant research from various academic fields, including marketing and psychology, is reviewed, deriving our hypotheses. Data collected from customers of a health club is examined through structural equation modeling (SEM).Findings – The study supports the assertion that that the effect of relationship quality (trust, commitment, a...
{"title":"The role of expected future use in relationship‐based service retention","authors":"J. Lin, Chung‐Yueh Wu","doi":"10.1108/09604521111159816","DOIUrl":"https://doi.org/10.1108/09604521111159816","url":null,"abstract":"Purpose – Customer uncertainty of future contacts with the service provider creates a wide range of expectations of the relationship. Such variation and effective management of customer expectations have been not been well studied. The purpose of this research is to investigate the role of customers' expected future use in relationship based customer retention for continuously provided services, proposing and testing an empirical model that explores the interconnectedness of relationship quality, expected future use and customer retention.Design/methodology/approach – A theoretical framework is developed to suggest the role of expected future use in relationship‐based retention. Extant research from various academic fields, including marketing and psychology, is reviewed, deriving our hypotheses. Data collected from customers of a health club is examined through structural equation modeling (SEM).Findings – The study supports the assertion that that the effect of relationship quality (trust, commitment, a...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"97 2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133722662","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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