Pub Date : 2013-11-09DOI: 10.1108/MSQ.2013.10823DAA.001
Kristina Heinonen, Anu Helkkula, M. Holmlund
{"title":"SERVSIG 2012: innovative service perspectives","authors":"Kristina Heinonen, Anu Helkkula, M. Holmlund","doi":"10.1108/MSQ.2013.10823DAA.001","DOIUrl":"https://doi.org/10.1108/MSQ.2013.10823DAA.001","url":null,"abstract":"","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128907242","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 : 2013-04-13DOI: 10.1108/09604521311287641
Michael Stodnick, Kathryn A. Marley
Purpose – The purpose of this paper is to use a longitudinal analysis of the zone of tolerance to reconcile the growing divide between the acceptance of the theoretical model and the lack of empirical support for it.Design/methodology/approach – A combination of simple linear regression and piece‐wise regression is used on a data set of 699 observations of a training program from the telecommunications industry.Findings – This study demonstrates that the zone of tolerance model is a significantly better predictor of changes in customer satisfaction than the traditional linear model. Furthermore, the study supports early zone of tolerance propositions regarding the effect of negative quality perceptions.Research limitations/implications – The findings of this study resolve the apparent disconnect between the acceptance of the zone of tolerance theory and the lack of empirical research support for it.Practical implications – By demonstrating that customers are willing to accept some heterogeneity in service...
{"title":"A longitudinal study of the zone of tolerance","authors":"Michael Stodnick, Kathryn A. Marley","doi":"10.1108/09604521311287641","DOIUrl":"https://doi.org/10.1108/09604521311287641","url":null,"abstract":"Purpose – The purpose of this paper is to use a longitudinal analysis of the zone of tolerance to reconcile the growing divide between the acceptance of the theoretical model and the lack of empirical support for it.Design/methodology/approach – A combination of simple linear regression and piece‐wise regression is used on a data set of 699 observations of a training program from the telecommunications industry.Findings – This study demonstrates that the zone of tolerance model is a significantly better predictor of changes in customer satisfaction than the traditional linear model. Furthermore, the study supports early zone of tolerance propositions regarding the effect of negative quality perceptions.Research limitations/implications – The findings of this study resolve the apparent disconnect between the acceptance of the zone of tolerance theory and the lack of empirical research support for it.Practical implications – By demonstrating that customers are willing to accept some heterogeneity in service...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"78 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-04-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127413618","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 : 2013-04-13DOI: 10.1108/09604521311287669
B. Narteh
Purpose – The aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of these dimensions.Design/methods/approach – A structured questionnaire gleaned from the literature and focused group studies was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, exploratory and confirmatory factor analysis, as well as multiple regression, were used to identify the relative importance of the dimensions of ATM service quality.Findings – The paper identified five dimensions of the “ATMqual” model. In order of importance, these dimensions are reliability, convenience, responsiveness, ease of use and fulfillment.Practical implications – The variables of the ATMqual scale provide practical levers for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a guide as to which issues to focu...
{"title":"Service quality in automated teller machines: an empirical investigation","authors":"B. Narteh","doi":"10.1108/09604521311287669","DOIUrl":"https://doi.org/10.1108/09604521311287669","url":null,"abstract":"Purpose – The aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of these dimensions.Design/methods/approach – A structured questionnaire gleaned from the literature and focused group studies was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, exploratory and confirmatory factor analysis, as well as multiple regression, were used to identify the relative importance of the dimensions of ATM service quality.Findings – The paper identified five dimensions of the “ATMqual” model. In order of importance, these dimensions are reliability, convenience, responsiveness, ease of use and fulfillment.Practical implications – The variables of the ATMqual scale provide practical levers for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a guide as to which issues to focu...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-04-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132244547","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 : 2013-04-13DOI: 10.1108/09604521311287632
T. W. Andreassen, Sandra Streukens
Purpose – The purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online complaining. Second, to assess two competing perspectives regarding elaboration likelihood for the moderating impact of individual differences. Design/methodology/approach – A scenario‐based survey was used to assess respondents’ beliefs, attitude, and usage intentions toward online complaining. Furthermore, individual and situational characteristics were assessed. The data were analyzed using partial least squares path modeling. Findings – Attitude toward online complaining is a function of both process and outcome beliefs. It is also influenced by individual characteristics, but remains unaffected by situational characteristics. In contrast, usage intentions are influenced by situational characteristics, but by personal differences. For the moderating impact of affect‐based personality characteristics, the often used cognitive effort perspective to elaboration likelihood is not supported. Rather the consumption value perspective applies for these variables. Research limitations/implications – The use of a single setting, as well as the use of scenarios, may negatively impact external validity. Future research is needed to further explain the contradictory perspectives regarding information processing. Practical implications – The results provide insight into determinants of customer online complaining. This opens up new possibilities to increase the number of complainants in case of service failures and for firms to take corrective action. Originality/value – To the authors’ best knowledge, this is a first empirical study aimed at understanding what drives online customer complaining.
{"title":"Online complaining: Understanding the adoption process and the role of individual and situational characteristics","authors":"T. W. Andreassen, Sandra Streukens","doi":"10.1108/09604521311287632","DOIUrl":"https://doi.org/10.1108/09604521311287632","url":null,"abstract":"Purpose \u0000 \u0000 \u0000 \u0000– The purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online complaining. Second, to assess two competing perspectives regarding elaboration likelihood for the moderating impact of individual differences. \u0000 \u0000 \u0000 \u0000 \u0000Design/methodology/approach \u0000 \u0000 \u0000 \u0000– A scenario‐based survey was used to assess respondents’ beliefs, attitude, and usage intentions toward online complaining. Furthermore, individual and situational characteristics were assessed. The data were analyzed using partial least squares path modeling. \u0000 \u0000 \u0000 \u0000 \u0000Findings \u0000 \u0000 \u0000 \u0000– Attitude toward online complaining is a function of both process and outcome beliefs. It is also influenced by individual characteristics, but remains unaffected by situational characteristics. In contrast, usage intentions are influenced by situational characteristics, but by personal differences. For the moderating impact of affect‐based personality characteristics, the often used cognitive effort perspective to elaboration likelihood is not supported. Rather the consumption value perspective applies for these variables. \u0000 \u0000 \u0000 \u0000 \u0000Research limitations/implications \u0000 \u0000 \u0000 \u0000– The use of a single setting, as well as the use of scenarios, may negatively impact external validity. Future research is needed to further explain the contradictory perspectives regarding information processing. \u0000 \u0000 \u0000 \u0000 \u0000Practical implications \u0000 \u0000 \u0000 \u0000– The results provide insight into determinants of customer online complaining. This opens up new possibilities to increase the number of complainants in case of service failures and for firms to take corrective action. \u0000 \u0000 \u0000 \u0000 \u0000Originality/value \u0000 \u0000 \u0000 \u0000– To the authors’ best knowledge, this is a first empirical study aimed at understanding what drives online customer complaining.","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-04-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115952691","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 : 2013-04-13DOI: 10.1108/09604521311287650
Yi-Chieh Wang, R. Beise-Zee
Purpose – The purpose of this paper is to study the service responses of service providers to the affective states of business clients and to test whether they have a positive effect on the client's job performance, as well as their satisfaction and bonding to the service provider.Design/methodology/approach – The results are based on a survey of 240 business travellers in Taiwan. Ordinary least square regression is applied to test the relationships.Findings – Statistical tests confirm that service responses to emotional states have a positive effect on customer satisfaction, job performance and bonding. While service responses aimed at easing customers’ emotional problems increase satisfaction and job performance, true bonding is only facilitated through service responses that are centred on affection and social‐emotional support.Research limitations/implications – The authors investigate the personal service encounter with business customers who are using the service to perform a task. The findings are ...
{"title":"Service responses to emotional states of business customers","authors":"Yi-Chieh Wang, R. Beise-Zee","doi":"10.1108/09604521311287650","DOIUrl":"https://doi.org/10.1108/09604521311287650","url":null,"abstract":"Purpose – The purpose of this paper is to study the service responses of service providers to the affective states of business clients and to test whether they have a positive effect on the client's job performance, as well as their satisfaction and bonding to the service provider.Design/methodology/approach – The results are based on a survey of 240 business travellers in Taiwan. Ordinary least square regression is applied to test the relationships.Findings – Statistical tests confirm that service responses to emotional states have a positive effect on customer satisfaction, job performance and bonding. While service responses aimed at easing customers’ emotional problems increase satisfaction and job performance, true bonding is only facilitated through service responses that are centred on affection and social‐emotional support.Research limitations/implications – The authors investigate the personal service encounter with business customers who are using the service to perform a task. The findings are ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"23 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-04-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129255924","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 : 2013-03-13DOI: 10.1108/09604521311303417
Birgit Muskat, Matthias Muskat, D. Blackman
Purpose: The purpose of this research is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to identify and to interpret the relevant societal cultural factors underpinning German management. The paper examines the influence of culture on the perception and performance of quality management in tourism organisations. Design/methodology/approach: The study is based on a data set which previously explored and analysed the diffusion of Total Quality Management in German public tourism marketing organisations. In this paper, the data set has been re-analysed and mapped against societal cultural elements. The analysis evaluates cultural factors that influence perceptions among German tourism marketing organisations on quality management. Findings: This paper identifies cultural aspects that influence the perception and performance of quality in tourism organisations. The findings relate cultural antecedents in three identified core issues of quality: (1) underdeveloped training and motivational events for staff, (2) unbalanced strategic positioning in terms of quality and, (3) weak commitment to standards and guidelines. Practical Implications: The implications that can be drawn from the findings of this paper are twofold. First, the results could be integrated into future educational policies in tourism. Second, implications and learning for tourism managers from this paper relate to a holistic, integrative, and systems-based approach to quality management instead of only implementing individual quality aspects.
{"title":"Understanding the Cultural Antecedents of Quality Management in Tourism","authors":"Birgit Muskat, Matthias Muskat, D. Blackman","doi":"10.1108/09604521311303417","DOIUrl":"https://doi.org/10.1108/09604521311303417","url":null,"abstract":"Purpose: The purpose of this research is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to identify and to interpret the relevant societal cultural factors underpinning German management. The paper examines the influence of culture on the perception and performance of quality management in tourism organisations. Design/methodology/approach: The study is based on a data set which previously explored and analysed the diffusion of Total Quality Management in German public tourism marketing organisations. In this paper, the data set has been re-analysed and mapped against societal cultural elements. The analysis evaluates cultural factors that influence perceptions among German tourism marketing organisations on quality management. Findings: This paper identifies cultural aspects that influence the perception and performance of quality in tourism organisations. The findings relate cultural antecedents in three identified core issues of quality: (1) underdeveloped training and motivational events for staff, (2) unbalanced strategic positioning in terms of quality and, (3) weak commitment to standards and guidelines. Practical Implications: The implications that can be drawn from the findings of this paper are twofold. First, the results could be integrated into future educational policies in tourism. Second, implications and learning for tourism managers from this paper relate to a holistic, integrative, and systems-based approach to quality management instead of only implementing individual quality aspects.","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-03-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126911530","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 : 2012-11-16DOI: 10.1108/09604521211198119
Chung-Yu Wang, Li-Wei Wu
Purpose – The objective of this study is to examine the effect of corporate image, perceived value, and switching costs on customer loyalty in customer/provider relationships of different length.Design/methodology/approach – Five key constructs, namely: corporate image, perceived value, switching costs, customer loyalty, and length of relationship, were employed. Using a systematic sampling technique, student interviewers randomly approached customers exiting hair salons. The final survey sample consisted of 279 respondents.Findings – This paper supports a contingency model with regard to customer loyalty and its antecedents. The results suggest that corporate image impacts customer loyalty in both newer and older relationships. Whereas in newer relationships, corporate image has a cardinal influence on switching costs, in more‐established relationships switching costs are influenced primarily by perceived value. In both cases, switching costs influence customer loyalty.Research limitations/implications –...
{"title":"Customer loyalty and the role of relationship length","authors":"Chung-Yu Wang, Li-Wei Wu","doi":"10.1108/09604521211198119","DOIUrl":"https://doi.org/10.1108/09604521211198119","url":null,"abstract":"Purpose – The objective of this study is to examine the effect of corporate image, perceived value, and switching costs on customer loyalty in customer/provider relationships of different length.Design/methodology/approach – Five key constructs, namely: corporate image, perceived value, switching costs, customer loyalty, and length of relationship, were employed. Using a systematic sampling technique, student interviewers randomly approached customers exiting hair salons. The final survey sample consisted of 279 respondents.Findings – This paper supports a contingency model with regard to customer loyalty and its antecedents. The results suggest that corporate image impacts customer loyalty in both newer and older relationships. Whereas in newer relationships, corporate image has a cardinal influence on switching costs, in more‐established relationships switching costs are influenced primarily by perceived value. In both cases, switching costs influence customer loyalty.Research limitations/implications –...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"91 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123131999","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 : 2012-11-16DOI: 10.1108/09604521211287543
G. Avlonitis, Antonios Giannopoulos
Purpose – The paper focuses on services marketing implementation synthesizing previous knowledge from the fields of internal and external marketing. Although academic debate over the modeling of internal and external market orientation has lately emerged, services marketing literature lacks a relevant theoretical foundation.Design/methodology/approach – Following a qualitative research design applied to the tourism sector, in‐depth interviews were conducted at three different levels (managers, employees and customers). In total, 37 hotel managers, 46 employees and 42 guests participated in the process of capturing the essence of the fragile equilibrium between internal and external marketing adoption.Findings – Findings from the content analysis were consistent with the literature, unveiling an important number of elements, which formulate the components of the balanced market orientation, namely: market orientation adoption, internal marketing implementation and systematic monitoring of the service deliv...
{"title":"Balanced market orientation: qualitative findings on a fragile equilibrium","authors":"G. Avlonitis, Antonios Giannopoulos","doi":"10.1108/09604521211287543","DOIUrl":"https://doi.org/10.1108/09604521211287543","url":null,"abstract":"Purpose – The paper focuses on services marketing implementation synthesizing previous knowledge from the fields of internal and external marketing. Although academic debate over the modeling of internal and external market orientation has lately emerged, services marketing literature lacks a relevant theoretical foundation.Design/methodology/approach – Following a qualitative research design applied to the tourism sector, in‐depth interviews were conducted at three different levels (managers, employees and customers). In total, 37 hotel managers, 46 employees and 42 guests participated in the process of capturing the essence of the fragile equilibrium between internal and external marketing adoption.Findings – Findings from the content analysis were consistent with the literature, unveiling an important number of elements, which formulate the components of the balanced market orientation, namely: market orientation adoption, internal marketing implementation and systematic monitoring of the service deliv...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"64 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129236058","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 : 2012-11-16DOI: 10.1108/09604521211218972
Kendra Fowler, Eileen Bridges
Purpose – The purpose of this paper is to improve understanding of the relationships between the service environment, service provider mood, and provider‐customer interaction. Specifically, mood is evaluated as a potential moderator of the relationship between the service environment and provider‐customer interaction.Design/methodology/approach – A multi‐method data collection approach was utilized, including observation and provider and customer surveys. Hypotheses are tested using regression, ANOVA, and MANOVA.Findings – Findings indicate that service provider evaluations of the physical environment improve in the presence of an appropriate ambient scent. Behavioral responses are also enhanced: providers are viewed as more courteous and customers more friendly. Perhaps the most interesting observation is that provider mood moderates the relationship between the service environment and customer perceptions of service provider behavior.Research limitations/implications – The only environmental characteris...
{"title":"Service environment, provider mood, and provider‐customer interaction","authors":"Kendra Fowler, Eileen Bridges","doi":"10.1108/09604521211218972","DOIUrl":"https://doi.org/10.1108/09604521211218972","url":null,"abstract":"Purpose – The purpose of this paper is to improve understanding of the relationships between the service environment, service provider mood, and provider‐customer interaction. Specifically, mood is evaluated as a potential moderator of the relationship between the service environment and provider‐customer interaction.Design/methodology/approach – A multi‐method data collection approach was utilized, including observation and provider and customer surveys. Hypotheses are tested using regression, ANOVA, and MANOVA.Findings – Findings indicate that service provider evaluations of the physical environment improve in the presence of an appropriate ambient scent. Behavioral responses are also enhanced: providers are viewed as more courteous and customers more friendly. Perhaps the most interesting observation is that provider mood moderates the relationship between the service environment and customer perceptions of service provider behavior.Research limitations/implications – The only environmental characteris...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"32 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124457707","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 : 2012-11-16DOI: 10.1108/09604521211230987
B. Frank
Purpose – Past research showed that overly positive attitudes and intentions towards fast food contribute to obesity. In the face of rising childhood obesity, the purpose of this paper is to explore attitudinal and behavioral reasons behind adolescents' suboptimal food choices. It tests hypotheses about differences between teenagers and adults in customer attitudes and intentions regarding fast food restaurants.Design/methodology/approach – The hypotheses are tested with German survey data and moderated regression analysis.Findings – Teenagers do not underestimate the negative effects of fast food. However, their decision making fails to incorporate existing knowledge on competitive advantages and gives greater weight to customer satisfaction compared with adults. Behavioral differences between teenage and adult consumers result from differences in cognitive development rather than social pressure.Research limitations/implications – As this study uses subjective consumer data from Germany, future research...
{"title":"The formation of consumer attitudes and intentions towards fast food restaurants: How do teenagers differ from adults?","authors":"B. Frank","doi":"10.1108/09604521211230987","DOIUrl":"https://doi.org/10.1108/09604521211230987","url":null,"abstract":"Purpose – Past research showed that overly positive attitudes and intentions towards fast food contribute to obesity. In the face of rising childhood obesity, the purpose of this paper is to explore attitudinal and behavioral reasons behind adolescents' suboptimal food choices. It tests hypotheses about differences between teenagers and adults in customer attitudes and intentions regarding fast food restaurants.Design/methodology/approach – The hypotheses are tested with German survey data and moderated regression analysis.Findings – Teenagers do not underestimate the negative effects of fast food. However, their decision making fails to incorporate existing knowledge on competitive advantages and gives greater weight to customer satisfaction compared with adults. Behavioral differences between teenage and adult consumers result from differences in cognitive development rather than social pressure.Research limitations/implications – As this study uses subjective consumer data from Germany, future research...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130787312","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}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：