Pub Date : 2012-11-16DOI: 10.1108/09604521211253487
D. Martin, Ryan T. Howell, Christopher L. Newman, K. Martin
Purpose – The purpose of this paper is to validate a shortened measure of consumers’ satisfaction with the service quality at sporting events. The scale's ability to predict both customer satisfaction and future behavioral intentions is also measured.Design/methodology/approach – The measure, entitled Eventserv‐Short, was tested across the five most popular American sports and across two levels (collegiate and professional). An online survey was utilized with a total of 854 respondents.Findings – Results showed that Eventserv‐Short is a reliable and valid measure of satisfaction with service quality that is invariant across various sporting events; also, Eventserv‐Short predicts overall customer satisfaction and future behavioral intentions.Originality/value – The paper's importance is demonstrated by the measure's consistent performance across the different types of sports and settings. Further, these results show that researchers and managers can now more quickly, reliably, and accurately measure consum...
{"title":"Validation of Eventserv‐Short","authors":"D. Martin, Ryan T. Howell, Christopher L. Newman, K. Martin","doi":"10.1108/09604521211253487","DOIUrl":"https://doi.org/10.1108/09604521211253487","url":null,"abstract":"Purpose – The purpose of this paper is to validate a shortened measure of consumers’ satisfaction with the service quality at sporting events. The scale's ability to predict both customer satisfaction and future behavioral intentions is also measured.Design/methodology/approach – The measure, entitled Eventserv‐Short, was tested across the five most popular American sports and across two levels (collegiate and professional). An online survey was utilized with a total of 854 respondents.Findings – Results showed that Eventserv‐Short is a reliable and valid measure of satisfaction with service quality that is invariant across various sporting events; also, Eventserv‐Short predicts overall customer satisfaction and future behavioral intentions.Originality/value – The paper's importance is demonstrated by the measure's consistent performance across the different types of sports and settings. Further, these results show that researchers and managers can now more quickly, reliably, and accurately measure consum...","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":"130973813","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: 10.1108/09604521211230996
Siew-Yong Lam, Voon‐Hsien Lee, K. Ooi, K. Phusavat
Purpose – The purpose of this paper is to examine the relationship between total quality management (TQM), market orientation and service quality in the Malaysian service industry.Design/methodology/approach – Data from 150 service firms were collected. Structural equation modeling was employed in this study to examine the associations between TQM, market orientation and service quality.Findings – This study provides empirical evidence and confirms findings obtained from previous studies that TQM has a positive and significant relationship with both market orientation and service quality. Moreover, it was discovered that market orientation is also significantly related to service quality.Research limitations/implications – This research study implies that if firms are not able to comprehend the importance of TQM dimensions, by which the different dimensions of it can influence a firm's performance, they may not succeed in harvesting the full value of market orientation and service quality. Meanwhile, the ...
{"title":"A structural equation model of TQM, market orientation and service quality","authors":"Siew-Yong Lam, Voon‐Hsien Lee, K. Ooi, K. Phusavat","doi":"10.1108/09604521211230996","DOIUrl":"https://doi.org/10.1108/09604521211230996","url":null,"abstract":"Purpose – The purpose of this paper is to examine the relationship between total quality management (TQM), market orientation and service quality in the Malaysian service industry.Design/methodology/approach – Data from 150 service firms were collected. Structural equation modeling was employed in this study to examine the associations between TQM, market orientation and service quality.Findings – This study provides empirical evidence and confirms findings obtained from previous studies that TQM has a positive and significant relationship with both market orientation and service quality. Moreover, it was discovered that market orientation is also significantly related to service quality.Research limitations/implications – This research study implies that if firms are not able to comprehend the importance of TQM dimensions, by which the different dimensions of it can influence a firm's performance, they may not succeed in harvesting the full value of market orientation and service quality. Meanwhile, the ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"2011 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":"114471037","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}
Purpose – The purpose of this paper is to explore how multichannel customers evaluate overall satisfaction across distribution channels and what the antecedents are of such satisfaction.Design/methodology/approach – A survey of bank customers in Taiwan was conducted. The total number of valid questionnaires was 479. Reliability and validity were tested. Maximum likelihood procedure of LISREL 8.8 was used to test the hypothesized structural equation model.Findings – The findings indicate that the overall satisfaction in the multichannel environment is a critical determinant of customer retention and participation. The present study also develops the antecedents of multichannel satisfaction. In the multichannel environment, perceived multichannel service quality is positively related to satisfaction, while perceived channel switching difficulty is negatively related to satisfaction.Originality/value – The present study employs the stimulus‐organism‐response (S‐O‐R) paradigm and the channel loyalty framework...
目的-本文的目的是探讨多渠道客户如何评估跨分销渠道的整体满意度，以及这种满意度的前因是什么。设计/方法/方法-对台湾的银行客户进行调查。有效问卷总数为479份。进行信度和效度检验。采用lisrel8.8的最大似然程序对假设的结构方程模型进行检验。调查结果-调查结果表明，多渠道环境中的整体满意度是客户保留和参与的关键决定因素。本研究还发展了多渠道满意度的前因。在多渠道环境下，感知到的多渠道服务质量与满意度正相关，感知到的渠道切换难度与满意度负相关。原创性/价值——本研究采用刺激-机体-反应(S - O - R)范式和渠道忠诚框架。
{"title":"All for one but does one strategy work for all","authors":"Yi-Ching Hsieh, J. Roan, Anurag Pant, Jung-Kuei Hsieh, Wen‐Ying Chen, Monle Lee, Hung-Chang Chiu","doi":"10.1108/09604521211231003","DOIUrl":"https://doi.org/10.1108/09604521211231003","url":null,"abstract":"Purpose – The purpose of this paper is to explore how multichannel customers evaluate overall satisfaction across distribution channels and what the antecedents are of such satisfaction.Design/methodology/approach – A survey of bank customers in Taiwan was conducted. The total number of valid questionnaires was 479. Reliability and validity were tested. Maximum likelihood procedure of LISREL 8.8 was used to test the hypothesized structural equation model.Findings – The findings indicate that the overall satisfaction in the multichannel environment is a critical determinant of customer retention and participation. The present study also develops the antecedents of multichannel satisfaction. In the multichannel environment, perceived multichannel service quality is positively related to satisfaction, while perceived channel switching difficulty is negatively related to satisfaction.Originality/value – The present study employs the stimulus‐organism‐response (S‐O‐R) paradigm and the channel loyalty framework...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"138 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":"132656264","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: 10.1108/09604521211198100
Li-Wei Wu, Chung-Yu Wang
Purpose – This study seeks to understand how elaboration and loyalty programs affect the relative importance of satisfaction and the zone of tolerance (ZOT) in determining customer loyalty to an airline service provider.Design/methodology/approach – Hierarchical moderated regression analysis was used to test the hypotheses.Findings – Customers with high elaboration rely more heavily on satisfaction than the ZOT to maintain customer loyalty. In addition, loyalty programs can decrease the effect of satisfaction on customer loyalty, but cannot increase the strength of the relationship between the ZOT and customer loyalty.Originality/value – This study is a preliminary attempt to integrate the ZOT and satisfaction in determining customer loyalty in a simultaneous model. The findings suggest that there is a trade‐off between the effects of satisfaction and the ZOT on customer loyalty. Most importantly, the results provide new insights into the loyalty response with regard to dissatisfaction.
{"title":"Satisfaction and zone of tolerance: the moderating roles of elaboration and loyalty programs","authors":"Li-Wei Wu, Chung-Yu Wang","doi":"10.1108/09604521211198100","DOIUrl":"https://doi.org/10.1108/09604521211198100","url":null,"abstract":"Purpose – This study seeks to understand how elaboration and loyalty programs affect the relative importance of satisfaction and the zone of tolerance (ZOT) in determining customer loyalty to an airline service provider.Design/methodology/approach – Hierarchical moderated regression analysis was used to test the hypotheses.Findings – Customers with high elaboration rely more heavily on satisfaction than the ZOT to maintain customer loyalty. In addition, loyalty programs can decrease the effect of satisfaction on customer loyalty, but cannot increase the strength of the relationship between the ZOT and customer loyalty.Originality/value – This study is a preliminary attempt to integrate the ZOT and satisfaction in determining customer loyalty in a simultaneous model. The findings suggest that there is a trade‐off between the effects of satisfaction and the ZOT on customer loyalty. Most importantly, the results provide new insights into the loyalty response with regard to dissatisfaction.","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"84 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":"115782407","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: 10.1108/09604521211253469
Nwamaka A. Anaza, Brian N. Rutherford
Purpose – In an overwhelming portion of the US service economy, the multifaceted responsibilities that frontline employees play as patrons have been overlooked within the academic literature. The notion of employees as customers is a common business practice that garners sizeable benefits to both the firm and its employees; unfortunately, research on this topic is still in its infancy. The purpose of this paper is to examine the impact of internal marketing and job satisfaction on employee patronage, and the role of patronage on employee engagement in a Cooperative Extension Service System.Design/methodology/approach – An online survey administered to Cooperative Extension employees in frontline service roles was used to test the proposed structural model. Structural equation modeling carried out using the Amos 18.0 software program was employed to analyze the proposed hypotheses.Findings – It was found that internal marketing is composed of five dimensions, as tested using a second‐order hierarchical str...
{"title":"Developing our understanding of patronizing frontline employees","authors":"Nwamaka A. Anaza, Brian N. Rutherford","doi":"10.1108/09604521211253469","DOIUrl":"https://doi.org/10.1108/09604521211253469","url":null,"abstract":"Purpose – In an overwhelming portion of the US service economy, the multifaceted responsibilities that frontline employees play as patrons have been overlooked within the academic literature. The notion of employees as customers is a common business practice that garners sizeable benefits to both the firm and its employees; unfortunately, research on this topic is still in its infancy. The purpose of this paper is to examine the impact of internal marketing and job satisfaction on employee patronage, and the role of patronage on employee engagement in a Cooperative Extension Service System.Design/methodology/approach – An online survey administered to Cooperative Extension employees in frontline service roles was used to test the proposed structural model. Structural equation modeling carried out using the Amos 18.0 software program was employed to analyze the proposed hypotheses.Findings – It was found that internal marketing is composed of five dimensions, as tested using a second‐order hierarchical str...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"40 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":"125060429","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: 10.1108/09604521211218963
N. Robertson
Purpose – This study aims to explore consumers' motives for their choice of complaint channel in the context of self‐service technology (SST) failure. Traditional and evolving communication channels are considered.Design/methodology/approach – Qualitative self‐report data from consumers who had recently experienced dissatisfaction with SSTs were collected via an open‐ended survey question. Three independent coders used a deductive and inductive iterative process to code the data.Findings – The findings suggest that both consumer complaint behaviour (CCB) theory and media richness theory (MRT) help to explain consumers' motivation for channel choice. However, consumers' choice appears to be motivated to a greater degree by convenience rather than task‐medium fit.Research limitations/implications – This study was set solely in the SST context and explored consumers' hypothetical complaint channel choice, not actual channel use. Future research could examine the actual performance of complaint channels as pe...
{"title":"Self‐service technology complaint channel choice","authors":"N. Robertson","doi":"10.1108/09604521211218963","DOIUrl":"https://doi.org/10.1108/09604521211218963","url":null,"abstract":"Purpose – This study aims to explore consumers' motives for their choice of complaint channel in the context of self‐service technology (SST) failure. Traditional and evolving communication channels are considered.Design/methodology/approach – Qualitative self‐report data from consumers who had recently experienced dissatisfaction with SSTs were collected via an open‐ended survey question. Three independent coders used a deductive and inductive iterative process to code the data.Findings – The findings suggest that both consumer complaint behaviour (CCB) theory and media richness theory (MRT) help to explain consumers' motivation for channel choice. However, consumers' choice appears to be motivated to a greater degree by convenience rather than task‐medium fit.Research limitations/implications – This study was set solely in the SST context and explored consumers' hypothetical complaint channel choice, not actual channel use. Future research could examine the actual performance of complaint channels as pe...","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":"130990690","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: 10.1108/09604521211287534
Jean Boisvert
Purpose – The purpose of this paper is to examine the extent to which perceived extension innovativeness, extension quality, and consumer involvement affect reciprocal attitudes toward a newly launched vertical service line extension and the parent brand.Design/methodology/approach – An empirical investigation using a survey methodology was conducted with a sample of 664 respondents representative of the target population. Three pre‐tests were conducted. Partial least squares structural equation modeling and analysis of variance helped test the complex paths of nominal, mediating, and moderating variables.Findings – Extension innovativeness, extension quality, and consumer involvement positively mediate the relationship between the new extension and the parent brand. In addition, parent brand perceived innovativeness negatively moderates the impact of extension innovativeness on attitudes toward the parent brand. Perceived quality of the extension does not solely mediate a reciprocal attitude but is parti...
{"title":"The reciprocal impact of vertical service line extensions on parent brands: The roles of innovativeness, quality, and involvement","authors":"Jean Boisvert","doi":"10.1108/09604521211287534","DOIUrl":"https://doi.org/10.1108/09604521211287534","url":null,"abstract":"Purpose – The purpose of this paper is to examine the extent to which perceived extension innovativeness, extension quality, and consumer involvement affect reciprocal attitudes toward a newly launched vertical service line extension and the parent brand.Design/methodology/approach – An empirical investigation using a survey methodology was conducted with a sample of 664 respondents representative of the target population. Three pre‐tests were conducted. Partial least squares structural equation modeling and analysis of variance helped test the complex paths of nominal, mediating, and moderating variables.Findings – Extension innovativeness, extension quality, and consumer involvement positively mediate the relationship between the new extension and the parent brand. In addition, parent brand perceived innovativeness negatively moderates the impact of extension innovativeness on attitudes toward the parent brand. Perceived quality of the extension does not solely mediate a reciprocal attitude but is parti...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"37 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":"126926105","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: 10.1108/09604521211218936
S. Clatworthy
Purpose – This paper aims to describe the development and evaluation of a process model to transform brand strategy into service experiences during the front end of new service development (NSD). This is an important yet poorly understood transformation that occurs early in service development projects. The paper also aims to describe the theoretical basis for this transformation, and introduces a process model that has been developed to understand and assist with this. Further, it seeks to describe early evaluation results and reflections upon its use.Design/methodology/approach – A research through design approach using participatory co‐design led to the development of the new process. The development was iterative and carried out together with three service providers. The process model was evaluated using a combination of qualitative methods, including interviews, observation and participatory observation.Findings – This work underlines the importance of aligning the customer experience to the company ...
{"title":"Bridging the gap between brand strategy and customer experience","authors":"S. Clatworthy","doi":"10.1108/09604521211218936","DOIUrl":"https://doi.org/10.1108/09604521211218936","url":null,"abstract":"Purpose – This paper aims to describe the development and evaluation of a process model to transform brand strategy into service experiences during the front end of new service development (NSD). This is an important yet poorly understood transformation that occurs early in service development projects. The paper also aims to describe the theoretical basis for this transformation, and introduces a process model that has been developed to understand and assist with this. Further, it seeks to describe early evaluation results and reflections upon its use.Design/methodology/approach – A research through design approach using participatory co‐design led to the development of the new process. The development was iterative and carried out together with three service providers. The process model was evaluated using a combination of qualitative methods, including interviews, observation and participatory observation.Findings – This work underlines the importance of aligning the customer experience to the company ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"31 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":"125161230","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: 10.1108/09604521211219007
Kai Wang, Chien-Liang Lin
Purpose – Mobile telecommunication service providers endeavor to mitigate the declining voice service revenue through popularization of mobile value‐added services (MVASs). To understand determinants that influence mobile phone subscribers' intentions to use MVASs, this study aims to investigate the influences of perceived playfulness and information systems (IS) quality on mobile phone subscribers' intentions to use MVASs.Design/methodology/approach – An online survey involving 304 subjects was conducted, followed by a partial least squares (PLS) analysis, which yielded strong evidence in support of our proposed research model.Findings – The results confirmed that information quality, system quality, and service quality serve as important antecedents of perceived ease of use and usefulness among mobile phone subscribers. Additionally, the authors found that the perceived playfulness of MVASs mediates the influence of perceived ease of use on intentions of mobile phone subscribers to adopt the services. T...
{"title":"The adoption of mobile value‐added services: Investigating the influence of IS quality and perceived playfulness","authors":"Kai Wang, Chien-Liang Lin","doi":"10.1108/09604521211219007","DOIUrl":"https://doi.org/10.1108/09604521211219007","url":null,"abstract":"Purpose – Mobile telecommunication service providers endeavor to mitigate the declining voice service revenue through popularization of mobile value‐added services (MVASs). To understand determinants that influence mobile phone subscribers' intentions to use MVASs, this study aims to investigate the influences of perceived playfulness and information systems (IS) quality on mobile phone subscribers' intentions to use MVASs.Design/methodology/approach – An online survey involving 304 subjects was conducted, followed by a partial least squares (PLS) analysis, which yielded strong evidence in support of our proposed research model.Findings – The results confirmed that information quality, system quality, and service quality serve as important antecedents of perceived ease of use and usefulness among mobile phone subscribers. Additionally, the authors found that the perceived playfulness of MVASs mediates the influence of perceived ease of use on intentions of mobile phone subscribers to adopt the services. T...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"19 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":"116497025","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: 10.1108/09604521211198128
Yi Ding, K. Chai
Purpose – Based on associative network theory and a service systems perspective, this study aims to investigate the spillover effects of quality and customer satisfaction between products and services and, in particular, the role of customer expertise in this process.Design/methodology/approach – Overall, 457 valid responses were collected through a questionnaire survey. Structural equation modeling was used to test the hypotheses.Findings – Empirical support was found for spillover effects. For tech‐savvy users, spillover from network service quality has a positive impact on the formation of satisfaction with handsets; however, for non‐tech‐savvy users, spillovers only occur between satisfaction and loyalty.Research limitations/implications – The paper has extended understanding of the relationships between quality, satisfaction, and loyalty in a multi‐context setting. Future research could study spillovers longitudinally and examine such effects in other emerging mobile contexts.Practical implications –...
{"title":"Effects of customer expertise on spillovers between products and services: An exploratory study on mobile communications","authors":"Yi Ding, K. Chai","doi":"10.1108/09604521211198128","DOIUrl":"https://doi.org/10.1108/09604521211198128","url":null,"abstract":"Purpose – Based on associative network theory and a service systems perspective, this study aims to investigate the spillover effects of quality and customer satisfaction between products and services and, in particular, the role of customer expertise in this process.Design/methodology/approach – Overall, 457 valid responses were collected through a questionnaire survey. Structural equation modeling was used to test the hypotheses.Findings – Empirical support was found for spillover effects. For tech‐savvy users, spillover from network service quality has a positive impact on the formation of satisfaction with handsets; however, for non‐tech‐savvy users, spillovers only occur between satisfaction and loyalty.Research limitations/implications – The paper has extended understanding of the relationships between quality, satisfaction, and loyalty in a multi‐context setting. Future research could study spillovers longitudinally and examine such effects in other emerging mobile contexts.Practical implications –...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"10 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":"128089028","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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