Pub Date : 2013-11-10DOI: 10.1108/MSQ-10-2012-0142
Hsuan‐Hsuan Ku, C. Kuo, Martin Chen
Purpose – To investigate customer satisfaction with service encounters characterized by an over‐attentive level of service, and the contextual and individual factors moderating the resulting satisfaction scores.Design/methodology/approach – The first of three formal experiments tests the prediction that consumer reactions vary with the margin between actual and expected levels of service. The second examines the influence of the tendency to psychological reactance on participants’ responses to excessive service. The third assesses the effect of a predisposition to suspiciousness on satisfaction scores, in scenarios which, respectively, specify that extremely over‐attentive service or “normal” service are directed at participants personally or is offered to all customers unselectively.Findings – The first experiment found moderately excessive service to be acceptable to most participants but unexpectedly over‐attentive service to affect satisfaction negatively. The second found the negative impact of extre...
{"title":"Is maximum customer service always a good thing? Customer satisfaction in response to over‐attentive service","authors":"Hsuan‐Hsuan Ku, C. Kuo, Martin Chen","doi":"10.1108/MSQ-10-2012-0142","DOIUrl":"https://doi.org/10.1108/MSQ-10-2012-0142","url":null,"abstract":"Purpose – To investigate customer satisfaction with service encounters characterized by an over‐attentive level of service, and the contextual and individual factors moderating the resulting satisfaction scores.Design/methodology/approach – The first of three formal experiments tests the prediction that consumer reactions vary with the margin between actual and expected levels of service. The second examines the influence of the tendency to psychological reactance on participants’ responses to excessive service. The third assesses the effect of a predisposition to suspiciousness on satisfaction scores, in scenarios which, respectively, specify that extremely over‐attentive service or “normal” service are directed at participants personally or is offered to all customers unselectively.Findings – The first experiment found moderately excessive service to be acceptable to most participants but unexpectedly over‐attentive service to affect satisfaction negatively. The second found the negative impact of extre...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117033881","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 : 2013-11-10DOI: 10.1108/09604521311303408
Tsu-Wei Yu, Feng-Cheng Tung
Purpose – The purpose of this paper is to establish a model that identifies the causal relationship among relationship marketing types, service quality and relationship quality on customer loyalty.Design/methodology/approach – Data for this study were collected using in‐depth interviews and surveys from the clients of policyholder service centres of life insurers in Taiwan. A structural equation modelling approach is employed to examine the relationship posited in this study.Findings – The findings are generally consistent with the literature. This study supports all hypotheses. Finally, the article concludes with theoretical and managerial implications of the research findings.Originality/value – This study attempts to focus on policyholder service centres in the life insurance industry, which have been increasingly emphasized in Taiwan, to examine the impacts that different relationship marketing methods have on service quality, relationship quality and customer loyalty. Based on the results of in‐depth...
{"title":"Investigating effects of relationship marketing types in life insurers in Taiwan","authors":"Tsu-Wei Yu, Feng-Cheng Tung","doi":"10.1108/09604521311303408","DOIUrl":"https://doi.org/10.1108/09604521311303408","url":null,"abstract":"Purpose – The purpose of this paper is to establish a model that identifies the causal relationship among relationship marketing types, service quality and relationship quality on customer loyalty.Design/methodology/approach – Data for this study were collected using in‐depth interviews and surveys from the clients of policyholder service centres of life insurers in Taiwan. A structural equation modelling approach is employed to examine the relationship posited in this study.Findings – The findings are generally consistent with the literature. This study supports all hypotheses. Finally, the article concludes with theoretical and managerial implications of the research findings.Originality/value – This study attempts to focus on policyholder service centres in the life insurance industry, which have been increasingly emphasized in Taiwan, to examine the impacts that different relationship marketing methods have on service quality, relationship quality and customer loyalty. Based on the results of in‐depth...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"145 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132230264","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 : 2013-11-10DOI: 10.1108/09604521311312237
Tae Ho Kim, Y. Ko, Chan Min Park
Purpose – The purpose of this study is to examine the relationships between spectators’ event quality perceptions and revisit intention in both men's and women's basketball events by focusing on gender influence.Design/methodology/approach – The study utilizes structural equation modeling (SEM) on data collected by questionnaire survey from a total of 623 spectators of two college men's basketball events (n=292) and two college women's basketball events (n=331).Findings – The results indicate that for men's basketball events, game performance and staff quality had a significant influence on the revisit intention of spectators, regardless of the spectator's gender. For women's basketball events, game performance and in‐game entertainment were significant determinants of spectator revisit intentions, again regardless of gender.Research limitations/implications – The current research collected data from division I‐A men's and women's basketball events in only one higher education institution. Further the cur...
{"title":"The influence of event quality on revisit intention: Gender difference and segmentation strategy","authors":"Tae Ho Kim, Y. Ko, Chan Min Park","doi":"10.1108/09604521311312237","DOIUrl":"https://doi.org/10.1108/09604521311312237","url":null,"abstract":"Purpose – The purpose of this study is to examine the relationships between spectators’ event quality perceptions and revisit intention in both men's and women's basketball events by focusing on gender influence.Design/methodology/approach – The study utilizes structural equation modeling (SEM) on data collected by questionnaire survey from a total of 623 spectators of two college men's basketball events (n=292) and two college women's basketball events (n=331).Findings – The results indicate that for men's basketball events, game performance and staff quality had a significant influence on the revisit intention of spectators, regardless of the spectator's gender. For women's basketball events, game performance and in‐game entertainment were significant determinants of spectator revisit intentions, again regardless of gender.Research limitations/implications – The current research collected data from division I‐A men's and women's basketball events in only one higher education institution. Further the cur...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121131681","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 : 2013-11-10DOI: 10.1108/MSQ-03-2013-0045
Magnus Söderlund
Purpose – This study aims to examine customers’ reactions in service encounters in which the customer contact person (CCP) initially engages in positive social behaviors and then turns to suggestive selling.Design/methodology/approach – An experimental between‐subjects design was employed. The participants interacted in a service encounter with a CCP who engaged in positive social behaviors. At the end of the service encounter, participants were exposed to: no suggestive selling; congruent suggestive selling; or incongruent suggestive selling.Findings – Customers’ intentions to buy additional products were lower in the two suggestive selling conditions than in the condition without suggestive selling. This outcome should be viewed in light of the contrast effect that occurs when the CCP's role comprises both rapport‐building activities and sales activities: suggestive selling near the end of a service encounter may “break the spell” of initial positive social behaviors. However, in terms of the customer's...
{"title":"Positive social behaviors and suggestive selling in the same service encounter","authors":"Magnus Söderlund","doi":"10.1108/MSQ-03-2013-0045","DOIUrl":"https://doi.org/10.1108/MSQ-03-2013-0045","url":null,"abstract":"Purpose – This study aims to examine customers’ reactions in service encounters in which the customer contact person (CCP) initially engages in positive social behaviors and then turns to suggestive selling.Design/methodology/approach – An experimental between‐subjects design was employed. The participants interacted in a service encounter with a CCP who engaged in positive social behaviors. At the end of the service encounter, participants were exposed to: no suggestive selling; congruent suggestive selling; or incongruent suggestive selling.Findings – Customers’ intentions to buy additional products were lower in the two suggestive selling conditions than in the condition without suggestive selling. This outcome should be viewed in light of the contrast effect that occurs when the CCP's role comprises both rapport‐building activities and sales activities: suggestive selling near the end of a service encounter may “break the spell” of initial positive social behaviors. However, in terms of the customer's...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"10 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114606918","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 : 2013-11-10DOI: 10.1108/MSQ-08-2012-0086
Mei-Ling Wang
Purpose – The present study evaluates the effects of four‐component customer relationship management (CRM) on nursing home resident satisfaction by incorporating residents’ perceptions of service quality regarding physical environment and interaction with staff members in the nursing home. It also explores the mediating role of service quality between CRM and resident satisfaction.Design/methodology/approach – A conceptual two‐level model that links CRM to resident satisfaction was developed and tested using data collected from nursing staff and residents in nursing homes in Taiwan. Data from 481 residents involving 45 nursing homes was collected via a questionnaire and analyzed using hierarchical linear modeling.Findings – The results of this study show that most CRM components help nursing homes improve service quality and that perceived service quality positively influences resident satisfaction. This study also provides empirical support for the hypotheses that CRM helps nursing homes improve resident...
{"title":"Implementing CRM in nursing homes: the effects on resident satisfaction","authors":"Mei-Ling Wang","doi":"10.1108/MSQ-08-2012-0086","DOIUrl":"https://doi.org/10.1108/MSQ-08-2012-0086","url":null,"abstract":"Purpose – The present study evaluates the effects of four‐component customer relationship management (CRM) on nursing home resident satisfaction by incorporating residents’ perceptions of service quality regarding physical environment and interaction with staff members in the nursing home. It also explores the mediating role of service quality between CRM and resident satisfaction.Design/methodology/approach – A conceptual two‐level model that links CRM to resident satisfaction was developed and tested using data collected from nursing staff and residents in nursing homes in Taiwan. Data from 481 residents involving 45 nursing homes was collected via a questionnaire and analyzed using hierarchical linear modeling.Findings – The results of this study show that most CRM components help nursing homes improve service quality and that perceived service quality positively influences resident satisfaction. This study also provides empirical support for the hypotheses that CRM helps nursing homes improve resident...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"27 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123668532","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 : 2013-11-10DOI: 10.1108/09604521311312219
Ying-Feng Kuo, Tzu‐Li Hu, Shu-Chen Yang
– With the prevalence of the internet, whether various interactive relationship building between online channel and consumers may lead or not to profit has been paid much attention by researchers and practitioners. It is also to note that the ratio of female shoppers online has been increasing, and female shoppers now outnumber male shoppers online. Based on the perspective of switching path analysis technique (SPAT), the aim of this study is to explore the effects of consumer inertia and satisfaction on repeat‐purchase intention among female online shoppers, and also to examine whether positive word‐of‐mouth and alternative attraction moderate the above relationships., – Data were collected from a self‐developed online survey system. The formal questionnaire consisted of three sections. The first section screened participants by gender and online shopping experience. The second section measured respondent perceptions of each construct in the research model. The last section aimed to understand respondent basic personal data., – The study results indicate that both consumer inertia and satisfaction positively influence repeat‐purchase intention, and that consumer inertia is more influential than satisfaction; moreover, positive word‐of‐mouth negatively moderates the relationship between consumer inertia and repeat‐purchase intention, but positively moderates that between satisfaction and repeat‐purchase intention; finally, alternative attraction does not moderate any of the above relationships significantly., – To the authors’ knowledge, the difference between the direct effect of inertia and satisfaction on purchasing behavior has not been investigated. Based on the study findings, suggestions are made for shopping website operators.
{"title":"Effects of inertia and satisfaction in female online shoppers on repeat‐purchase intention: The moderating roles of word‐of‐mouth and alternative attraction","authors":"Ying-Feng Kuo, Tzu‐Li Hu, Shu-Chen Yang","doi":"10.1108/09604521311312219","DOIUrl":"https://doi.org/10.1108/09604521311312219","url":null,"abstract":"– With the prevalence of the internet, whether various interactive relationship building between online channel and consumers may lead or not to profit has been paid much attention by researchers and practitioners. It is also to note that the ratio of female shoppers online has been increasing, and female shoppers now outnumber male shoppers online. Based on the perspective of switching path analysis technique (SPAT), the aim of this study is to explore the effects of consumer inertia and satisfaction on repeat‐purchase intention among female online shoppers, and also to examine whether positive word‐of‐mouth and alternative attraction moderate the above relationships., – Data were collected from a self‐developed online survey system. The formal questionnaire consisted of three sections. The first section screened participants by gender and online shopping experience. The second section measured respondent perceptions of each construct in the research model. The last section aimed to understand respondent basic personal data., – The study results indicate that both consumer inertia and satisfaction positively influence repeat‐purchase intention, and that consumer inertia is more influential than satisfaction; moreover, positive word‐of‐mouth negatively moderates the relationship between consumer inertia and repeat‐purchase intention, but positively moderates that between satisfaction and repeat‐purchase intention; finally, alternative attraction does not moderate any of the above relationships significantly., – To the authors’ knowledge, the difference between the direct effect of inertia and satisfaction on purchasing behavior has not been investigated. Based on the study findings, suggestions are made for shopping website operators.","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126336590","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 : 2013-11-10DOI: 10.1108/09604521311312246
Seung-bae Park, Namho Chung, Simon S. Woo
Purpose – The purpose of this study is to propose long‐term orientation as a moderating effect on restaurant customer reward programs. Unlike in short‐term oriented and transactional marketing, long‐term orientation is an important factor in creating new loyal customers.Design/methodology/approach – This research shows how the moderating effect of long‐term orientation affects customer reaction to reward timing (Experiment 1) and reward type (Experiment 2). The independent variables of Experiment 1 were timing of rewards (immediate/accumulate) and long‐term orientation (high/low), with the dependent variable being customer loyalty. The independent variables of Experiment 2 were the types of rewards (monetary/nonmonetary) and long‐term orientation (high/low), with the dependent variable being customer loyalty. The treatment groups are different from each other with regard to reward type and reward timing.Findings – Depending on the reward type and its timing, long‐term orientation has a moderating effect o...
{"title":"Do reward programs build loyalty to restaurants? The moderating effect of long‐term orientation on the timing and types of rewards","authors":"Seung-bae Park, Namho Chung, Simon S. Woo","doi":"10.1108/09604521311312246","DOIUrl":"https://doi.org/10.1108/09604521311312246","url":null,"abstract":"Purpose – The purpose of this study is to propose long‐term orientation as a moderating effect on restaurant customer reward programs. Unlike in short‐term oriented and transactional marketing, long‐term orientation is an important factor in creating new loyal customers.Design/methodology/approach – This research shows how the moderating effect of long‐term orientation affects customer reaction to reward timing (Experiment 1) and reward type (Experiment 2). The independent variables of Experiment 1 were timing of rewards (immediate/accumulate) and long‐term orientation (high/low), with the dependent variable being customer loyalty. The independent variables of Experiment 2 were the types of rewards (monetary/nonmonetary) and long‐term orientation (high/low), with the dependent variable being customer loyalty. The treatment groups are different from each other with regard to reward type and reward timing.Findings – Depending on the reward type and its timing, long‐term orientation has a moderating effect o...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"49 2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128918377","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 : 2013-11-10DOI: 10.1108/MSQ-03-2013-0047
Erno Selos, T. Laine, I. Roos, P. Suomala, Lauri Pitkänen
Purpose: This study aims to focus on the switching path analysis technique (SPAT) application to enlarge the understanding of customer switching from the business to consumer (B-to-C) context to th ...
{"title":"Applying SPAT for understanding B‐to‐B supplier switching processes","authors":"Erno Selos, T. Laine, I. Roos, P. Suomala, Lauri Pitkänen","doi":"10.1108/MSQ-03-2013-0047","DOIUrl":"https://doi.org/10.1108/MSQ-03-2013-0047","url":null,"abstract":"Purpose: This study aims to focus on the switching path analysis technique (SPAT) application to enlarge the understanding of customer switching from the business to consumer (B-to-C) context to th ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"55 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121705458","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 : 2013-11-10DOI: 10.1108/MSQ-04-2013-0052
Per Carlborg, Daniel Kindström, C. Kowalkowski
Purpose: Service productivity continues to receive ever-greater amounts of attention as service covers a greater portion of the economy. As competition increases, service productivity becomes incre ...
{"title":"A lean approach for service productivity improvements: synergy or oxymoron?","authors":"Per Carlborg, Daniel Kindström, C. Kowalkowski","doi":"10.1108/MSQ-04-2013-0052","DOIUrl":"https://doi.org/10.1108/MSQ-04-2013-0052","url":null,"abstract":"Purpose: Service productivity continues to receive ever-greater amounts of attention as service covers a greater portion of the economy. As competition increases, service productivity becomes incre ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115632339","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 : 2013-11-10DOI: 10.1108/09604521311303390
Pei-Ling Hsieh
Purpose – The purpose of this paper is to explore the existence, role, and hidden problems associated with customer perceived opportunism (PO) in e‐return service (e‐RS) encounters.Design/methodology/approach – A theoretical framework is proposed linking return policy (RP) and information credibility (IC) with customer PO, trust, and stickiness intention (SI). This study reviews research and concepts from various fields, including marketing, psychology, and information systems and derives six hypotheses. Data from online users are examined using LISREL 8.8.Findings – The results confirmed that PO mediates between e‐RS and trust, as well as the power of the proposed model to predict e‐RS customer behavior.Research limitations/implications – This work developed a novel customer e‐RS behavioral model to characterize the current online environment. Potential limitations of the proposed method are also described, along with suggestions for further research on sampling and model development, in order to accurat...
{"title":"Perceived opportunism (PO) in e‐return service encounters","authors":"Pei-Ling Hsieh","doi":"10.1108/09604521311303390","DOIUrl":"https://doi.org/10.1108/09604521311303390","url":null,"abstract":"Purpose – The purpose of this paper is to explore the existence, role, and hidden problems associated with customer perceived opportunism (PO) in e‐return service (e‐RS) encounters.Design/methodology/approach – A theoretical framework is proposed linking return policy (RP) and information credibility (IC) with customer PO, trust, and stickiness intention (SI). This study reviews research and concepts from various fields, including marketing, psychology, and information systems and derives six hypotheses. Data from online users are examined using LISREL 8.8.Findings – The results confirmed that PO mediates between e‐RS and trust, as well as the power of the proposed model to predict e‐RS customer behavior.Research limitations/implications – This work developed a novel customer e‐RS behavioral model to characterize the current online environment. Potential limitations of the proposed method are also described, along with suggestions for further research on sampling and model development, in order to accurat...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128386957","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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