Pub Date : 2020-04-02DOI: 10.1080/15332969.2020.1742979
O’bidie Rudo Maunze, R. Abratt, Michela Mingione
Abstract This study explores how internal branding affects the levels of engagement with the brand by HEI students. The research setting for this study was the University of the Witwatersrand, Johannesburg, (Wits) a leading Commonwealth University in South Africa. Most studies on internal brand focus on employees and have been conducted in the developed word. This study focuses on students as the stakeholder and takes place in an emerging market. Assembling internal branding and student engagement from a theoretical perspective, the findings run counter to the known theory by showing that students can be engaged and loyal to the institution without the University having a formal internal branding program. The lack of internal branding had no impact on academic commitment but has a negative impact on brand engagement. Some reasons for this are suggested.
{"title":"Impact of Internal Branding on Student Engagement: Insights from a South African University","authors":"O’bidie Rudo Maunze, R. Abratt, Michela Mingione","doi":"10.1080/15332969.2020.1742979","DOIUrl":"https://doi.org/10.1080/15332969.2020.1742979","url":null,"abstract":"Abstract This study explores how internal branding affects the levels of engagement with the brand by HEI students. The research setting for this study was the University of the Witwatersrand, Johannesburg, (Wits) a leading Commonwealth University in South Africa. Most studies on internal brand focus on employees and have been conducted in the developed word. This study focuses on students as the stakeholder and takes place in an emerging market. Assembling internal branding and student engagement from a theoretical perspective, the findings run counter to the known theory by showing that students can be engaged and loyal to the institution without the University having a formal internal branding program. The lack of internal branding had no impact on academic commitment but has a negative impact on brand engagement. Some reasons for this are suggested.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"124 - 144"},"PeriodicalIF":0.0,"publicationDate":"2020-04-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1742979","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49533381","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 : 2020-04-02DOI: 10.1080/15332969.2020.1742980
K. Celuch, Anna M. Walz
Abstract Extensions of service-dominant logic conceive of value co-creation as socially constructed. The marketing literature has recognized the need to further articulate mechanisms through which socially meaning-laden coordination contributes to value co-creation. This research addresses gaps understanding firm-customer (micro-level) value creation. Through an integration of identity literature, we deepen thinking as to how identity processes can be implicated in value co-creation in a B2C retail context. Specifically, we examine moderated and mediated relationships among perceived front-line employee behavior and identification with the retailer in explaining customer feedback. Model relationships are supported which hold implications for future marketing research and practice.
{"title":"The Role of Active Identification in Driving Retail Customer Feedback","authors":"K. Celuch, Anna M. Walz","doi":"10.1080/15332969.2020.1742980","DOIUrl":"https://doi.org/10.1080/15332969.2020.1742980","url":null,"abstract":"Abstract Extensions of service-dominant logic conceive of value co-creation as socially constructed. The marketing literature has recognized the need to further articulate mechanisms through which socially meaning-laden coordination contributes to value co-creation. This research addresses gaps understanding firm-customer (micro-level) value creation. Through an integration of identity literature, we deepen thinking as to how identity processes can be implicated in value co-creation in a B2C retail context. Specifically, we examine moderated and mediated relationships among perceived front-line employee behavior and identification with the retailer in explaining customer feedback. Model relationships are supported which hold implications for future marketing research and practice.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"163 - 181"},"PeriodicalIF":0.0,"publicationDate":"2020-04-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1742980","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43770767","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 : 2020-04-02DOI: 10.1080/15332969.2020.1742981
Nese Nasif, Xiaojing Sheng, Joel Chilsen
Abstract Finding effective measures of service quality has been a marketing research priority. This investigation proposes that consumers may evaluate government services quality on dimensions not previously considered. Consequently, current service quality assessment instruments may be insufficient in a public sector services context. Based on prior theory, seven distinguishing features of government service provision were delineated. Emergent themes of public sector services evaluations are evaluated. Findings include: (1) consumers consider co-creation obligations substantially in service quality evaluations; (2) dual roles of private consumer and public citizen are both present in government services consumption. Practical implications and future research are discussed.
{"title":"Evaluating Consumer Perceptions of Government Services Quality","authors":"Nese Nasif, Xiaojing Sheng, Joel Chilsen","doi":"10.1080/15332969.2020.1742981","DOIUrl":"https://doi.org/10.1080/15332969.2020.1742981","url":null,"abstract":"Abstract Finding effective measures of service quality has been a marketing research priority. This investigation proposes that consumers may evaluate government services quality on dimensions not previously considered. Consequently, current service quality assessment instruments may be insufficient in a public sector services context. Based on prior theory, seven distinguishing features of government service provision were delineated. Emergent themes of public sector services evaluations are evaluated. Findings include: (1) consumers consider co-creation obligations substantially in service quality evaluations; (2) dual roles of private consumer and public citizen are both present in government services consumption. Practical implications and future research are discussed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"145 - 162"},"PeriodicalIF":0.0,"publicationDate":"2020-04-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1742981","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59899730","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 : 2020-03-31DOI: 10.1080/15332969.2020.1742978
Arafat Rahman, Peter Björk, Annika Ravald
Abstract This paper explores the effects of a healthcare service provider’s organizational socialization and support on patients’ well-being. It also addresses how patients’ well-being is affected by their perceived self-efficacy and outcome expectations. A cross-sectional field survey was carried out among 329 patients of a therapeutic and rehabilitation service provider based in Dhaka, Bangladesh. The results indicate that both the organizational socialization and support of a service provider have positive influences on patients’ outcome expectations, which has a positive effect on their well-being. The results further show that the self-efficacy beliefs of healthcare customers have implications for their well-being.
{"title":"Effects of Healthcare Service Provider’s Organizational Socialization and Support on Patients’ Well-Being","authors":"Arafat Rahman, Peter Björk, Annika Ravald","doi":"10.1080/15332969.2020.1742978","DOIUrl":"https://doi.org/10.1080/15332969.2020.1742978","url":null,"abstract":"Abstract This paper explores the effects of a healthcare service provider’s organizational socialization and support on patients’ well-being. It also addresses how patients’ well-being is affected by their perceived self-efficacy and outcome expectations. A cross-sectional field survey was carried out among 329 patients of a therapeutic and rehabilitation service provider based in Dhaka, Bangladesh. The results indicate that both the organizational socialization and support of a service provider have positive influences on patients’ outcome expectations, which has a positive effect on their well-being. The results further show that the self-efficacy beliefs of healthcare customers have implications for their well-being.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"105 - 123"},"PeriodicalIF":0.0,"publicationDate":"2020-03-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1742978","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46638388","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 : 2020-03-23DOI: 10.1080/15332969.2020.1742977
Eirini Peitzika, S. Chatzi, Dimitra Kissa
Abstract Considering the importance of identifying customers’ expectations and delivering the desired level of service quality, this study aims at examining the reliability and validity of the expectations component of the SERVQUAL scale in the context of Greek fitness-centers. Having collected data from 216 users, the results reveal that SERVQUAL is a highly valid and reliable scale to measure service quality expectations, yet the five dimensions originally proposed have not been confirmed. More specifically, the “Responsiveness” dimension failed to be extracted and instead, a four-factor solution was deemed more appropriate in the Greek context. The study contributes to the SERVQUAL scale criticism and it is among the first efforts to adapt the SERVQUAL scale in a fitness-center context.
{"title":"Service Quality Expectations in the Fitness Center Context: A Validation of the Expectations Component of the SERVQUAL Scale in Greece","authors":"Eirini Peitzika, S. Chatzi, Dimitra Kissa","doi":"10.1080/15332969.2020.1742977","DOIUrl":"https://doi.org/10.1080/15332969.2020.1742977","url":null,"abstract":"Abstract Considering the importance of identifying customers’ expectations and delivering the desired level of service quality, this study aims at examining the reliability and validity of the expectations component of the SERVQUAL scale in the context of Greek fitness-centers. Having collected data from 216 users, the results reveal that SERVQUAL is a highly valid and reliable scale to measure service quality expectations, yet the five dimensions originally proposed have not been confirmed. More specifically, the “Responsiveness” dimension failed to be extracted and instead, a four-factor solution was deemed more appropriate in the Greek context. The study contributes to the SERVQUAL scale criticism and it is among the first efforts to adapt the SERVQUAL scale in a fitness-center context.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"104 - 89"},"PeriodicalIF":0.0,"publicationDate":"2020-03-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1742977","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44067084","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 : 2020-01-02DOI: 10.1080/15332969.2019.1707372
E. McInnes, P. Cockcroft
Abstract Continuing professional development (CPD) is essential for veterinary pathologists and participation is encouraged. The Charles Louis Davis and Samuel Wesley Thompson DVM Foundation organizes the annual Davis Thompson Foundation European Symposia (DTFES). An online questionnaire was sent to 446 previous delegates. Sixty-three delegates responded giving a response rate of 14.12%. The key conclusions were that the conference topic, reputation of speakers, cost and the chance to network were the most important attendance factors. The conference social events, tourist attractions of the conference host city, and scheduling were the least important attendance factors.
摘要持续专业发展（CPD）对兽医病理学家至关重要，并鼓励他们参与。Charles Louis Davis和Samuel Wesley Thompson DVM基金会组织一年一度的Davis Thompson基金会欧洲研讨会（DTFES）。向446名前代表发送了一份在线问卷。63名代表的回答率为14.12%。关键结论是，会议主题、演讲者的声誉、成本和建立联系的机会是最重要的出席因素。会议社交活动、会议主办城市的旅游景点和日程安排是最不重要的出席因素。
{"title":"Why Do Veterinary Pathologists Attend CPD Events?","authors":"E. McInnes, P. Cockcroft","doi":"10.1080/15332969.2019.1707372","DOIUrl":"https://doi.org/10.1080/15332969.2019.1707372","url":null,"abstract":"Abstract Continuing professional development (CPD) is essential for veterinary pathologists and participation is encouraged. The Charles Louis Davis and Samuel Wesley Thompson DVM Foundation organizes the annual Davis Thompson Foundation European Symposia (DTFES). An online questionnaire was sent to 446 previous delegates. Sixty-three delegates responded giving a response rate of 14.12%. The key conclusions were that the conference topic, reputation of speakers, cost and the chance to network were the most important attendance factors. The conference social events, tourist attractions of the conference host city, and scheduling were the least important attendance factors.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"22 - 34"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2019.1707372","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44610927","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 : 2020-01-02DOI: 10.1080/15332969.2019.1707373
Selen Savas-Hall, P. Koku, Tamara F. Mangleburg
Abstract Researchers and marketers have spent considerable effort to understand product newness, particularly really-new and incrementally new products, however, the same cannot be said about service newness. To date, there is no study that only focuses on how consumers perceive service newness. This research aims not only to fill this academic vacuum, but also to help the practitioner in framing messages that they send to potential consumers when a new service is being introduced. Furthermore, this study contributes to the services marketing literature by examining how new services in a variety of different industries are perceived by consumers.
{"title":"Consumers’ Perception of Service Newness and Its Marketing Implications","authors":"Selen Savas-Hall, P. Koku, Tamara F. Mangleburg","doi":"10.1080/15332969.2019.1707373","DOIUrl":"https://doi.org/10.1080/15332969.2019.1707373","url":null,"abstract":"Abstract Researchers and marketers have spent considerable effort to understand product newness, particularly really-new and incrementally new products, however, the same cannot be said about service newness. To date, there is no study that only focuses on how consumers perceive service newness. This research aims not only to fill this academic vacuum, but also to help the practitioner in framing messages that they send to potential consumers when a new service is being introduced. Furthermore, this study contributes to the services marketing literature by examining how new services in a variety of different industries are perceived by consumers.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"35 - 48"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2019.1707373","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41935974","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 : 2020-01-02DOI: 10.1080/15332969.2019.1707374
Francisco J. Conejo, L. F. Cunningham, C. Young
Abstract This study examines how well an improved version of Vigneron and Johnson’s Brand Luxury Index (BLI) operates in a service context. A representative sample of 253 U.S. consumers evaluated the Four Seasons brand, data subjected to exploratory/confirmatory factor analyses. Results indicate that marketing’s most prominent luxury value taxonomy is unstable, inadequate for services research. Over half its items do not operate as they are supposed to. Findings are consistent with studies increasingly questioning BLI stability. Conceptual/empirical suggestions for future research are offered. In particular, how services marketing might develop new, proprietary luxury value frameworks. This is an untapped area offering ample research opportunities.
{"title":"Toward a Luxury Service Value Taxonomy: Empirical Evidence and Future Directions","authors":"Francisco J. Conejo, L. F. Cunningham, C. Young","doi":"10.1080/15332969.2019.1707374","DOIUrl":"https://doi.org/10.1080/15332969.2019.1707374","url":null,"abstract":"Abstract This study examines how well an improved version of Vigneron and Johnson’s Brand Luxury Index (BLI) operates in a service context. A representative sample of 253 U.S. consumers evaluated the Four Seasons brand, data subjected to exploratory/confirmatory factor analyses. Results indicate that marketing’s most prominent luxury value taxonomy is unstable, inadequate for services research. Over half its items do not operate as they are supposed to. Findings are consistent with studies increasingly questioning BLI stability. Conceptual/empirical suggestions for future research are offered. In particular, how services marketing might develop new, proprietary luxury value frameworks. This is an untapped area offering ample research opportunities.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"1 - 21"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2019.1707374","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42690035","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 : 2020-01-02DOI: 10.1080/15332969.2019.1707375
R. Hapsari, A. Hussein, R. Handrito
Abstract This study aims to validate the dimensions of customer engagement and explore the effect of service fairness, customer trust and customer engagement on customer loyalty. The results imply that trust and customer engagement are found to have a direct effect on customer loyalty. In addition, trust was also found to mediate the effect of procedural justice on customer loyalty; and the effect of distributive justice on customer loyalty. It implies that, in order to enhance customer loyalty, business organizations should provide procedural and distributive justice for the customers, and also pay attention to the customer engagement and customer trust.
{"title":"Being Fair to Customers: A Strategy in Enhancing Customer Engagement and Loyalty in the Indonesia Mobile Telecommunication Industry","authors":"R. Hapsari, A. Hussein, R. Handrito","doi":"10.1080/15332969.2019.1707375","DOIUrl":"https://doi.org/10.1080/15332969.2019.1707375","url":null,"abstract":"Abstract This study aims to validate the dimensions of customer engagement and explore the effect of service fairness, customer trust and customer engagement on customer loyalty. The results imply that trust and customer engagement are found to have a direct effect on customer loyalty. In addition, trust was also found to mediate the effect of procedural justice on customer loyalty; and the effect of distributive justice on customer loyalty. It implies that, in order to enhance customer loyalty, business organizations should provide procedural and distributive justice for the customers, and also pay attention to the customer engagement and customer trust.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"49 - 67"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2019.1707375","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43953262","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 : 2020-01-02DOI: 10.1080/15332969.2019.1707376
Arben Asllani, D. Halstead, Valerie A. Taylor
Abstract Christian religious language in marketing communications is becoming more common, and many Christian-based service firms communicate religiosity via company websites. The impact of religious language in company websites has not been directly addressed, however. Consequently, using a novel text mining methodology, this research examines the presence and impact of religious language on organizations’ websites over a 10-year period, including the emotional sentiments of the language and their intensity. The most frequently used religious words are identified and discussed, as is how the religious language contributes to the emotional tone of the message.
{"title":"A Text Mining Investigation of the Presence and Emotional Impact of Religious Language in Service Organizations’ Websites","authors":"Arben Asllani, D. Halstead, Valerie A. Taylor","doi":"10.1080/15332969.2019.1707376","DOIUrl":"https://doi.org/10.1080/15332969.2019.1707376","url":null,"abstract":"Abstract Christian religious language in marketing communications is becoming more common, and many Christian-based service firms communicate religiosity via company websites. The impact of religious language in company websites has not been directly addressed, however. Consequently, using a novel text mining methodology, this research examines the presence and impact of religious language on organizations’ websites over a 10-year period, including the emotional sentiments of the language and their intensity. The most frequently used religious words are identified and discussed, as is how the religious language contributes to the emotional tone of the message.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"68 - 87"},"PeriodicalIF":0.0,"publicationDate":"2020-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2019.1707376","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49027464","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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