Pub Date : 2023-04-27DOI: 10.1080/15332969.2023.2205797
Theuns G. Kotzé, P. Mostert
Abstract This paper compares two store-level models of the antecedents of frontline employees’ in-role and extra-role service performance in a retail setting. In the climate-centric research model, service climate serves as a direct antecedent of in-role and extra-role service performance, while in the engagement-centric rival model, work engagement directly predicts in-role and extra-role service performance. The two competing models were assessed at the store-level of analysis on data collected from 781 frontline employees and 70 managers. Results indicate that service-oriented high-performance work systems and work engagement both predict service climate which, in turn, predicts employees’ in-role and extra-role service performance.
{"title":"Antecedents of Retail Employees’ Service Performance: A Store-Level Exploration of a Climate-Centric versus an Engagement-Centric Approach","authors":"Theuns G. Kotzé, P. Mostert","doi":"10.1080/15332969.2023.2205797","DOIUrl":"https://doi.org/10.1080/15332969.2023.2205797","url":null,"abstract":"Abstract This paper compares two store-level models of the antecedents of frontline employees’ in-role and extra-role service performance in a retail setting. In the climate-centric research model, service climate serves as a direct antecedent of in-role and extra-role service performance, while in the engagement-centric rival model, work engagement directly predicts in-role and extra-role service performance. The two competing models were assessed at the store-level of analysis on data collected from 781 frontline employees and 70 managers. Results indicate that service-oriented high-performance work systems and work engagement both predict service climate which, in turn, predicts employees’ in-role and extra-role service performance.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"142 - 166"},"PeriodicalIF":0.0,"publicationDate":"2023-04-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49582387","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 : 2023-01-04DOI: 10.1080/15332969.2022.2161710
Ateeque Shaikh, Shubhomoy Banerjee, Baljeet Singh
The purpose of this study is to evaluate the differential impact of the dimensions of e-service quality (website design efficiency, fulfillment, security/privacy, and system availability) on trust and loyalty of retail bank customers in India, an emerging market. The study uses a survey questionniare to collect data from 351 retail banking customers in India to test the hypothesized relationships. Structural equation modeling technique using IBM AMOS software is used. Findings suggest that fulfillment and security/privacy influence trust while website design efficiency, security/privacy, and system availability influence loyalty. Further, trust positively influences loyalty in the context of retail banking in India.
{"title":"The Differential Impact of e-Service Quality’s Dimensions on Trust and Loyalty of Retail Bank Customers in an Emerging Market","authors":"Ateeque Shaikh, Shubhomoy Banerjee, Baljeet Singh","doi":"10.1080/15332969.2022.2161710","DOIUrl":"https://doi.org/10.1080/15332969.2022.2161710","url":null,"abstract":"The purpose of this study is to evaluate the differential impact of the dimensions of e-service quality (website design efficiency, fulfillment, security/privacy, and system availability) on trust and loyalty of retail bank customers in India, an emerging market. The study uses a survey questionniare to collect data from 351 retail banking customers in India to test the hypothesized relationships. Structural equation modeling technique using IBM AMOS software is used. Findings suggest that fulfillment and security/privacy influence trust while website design efficiency, security/privacy, and system availability influence loyalty. Further, trust positively influences loyalty in the context of retail banking in India.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135450560","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 : 2023-01-02DOI: 10.1080/15332969.2022.2161811
Ateeque Shaikh, Shubhomoy Banerjee, Baljeet Singh
Abstract The purpose of this study is to evaluate the differential impact of the dimensions of e-service quality (website design efficiency, fulfillment, security/privacy, and system availability) on trust and loyalty of retail bank customers in India, an emerging market. The study uses a survey questionniare to collect data from 351 retail banking customers in India to test the hypothesized relationships. Structural equation modeling technique using IBM AMOS software is used. Findings suggest that fulfillment and security/privacy influence trust while website design efficiency, security/privacy, and system availability influence loyalty. Further, trust positively influences loyalty in the context of retail banking in India.
{"title":"The Differential Impact of e-Service Quality’s Dimensions on Trust and Loyalty of Retail Bank Customers in an Emerging Market","authors":"Ateeque Shaikh, Shubhomoy Banerjee, Baljeet Singh","doi":"10.1080/15332969.2022.2161811","DOIUrl":"https://doi.org/10.1080/15332969.2022.2161811","url":null,"abstract":"Abstract The purpose of this study is to evaluate the differential impact of the dimensions of e-service quality (website design efficiency, fulfillment, security/privacy, and system availability) on trust and loyalty of retail bank customers in India, an emerging market. The study uses a survey questionniare to collect data from 351 retail banking customers in India to test the hypothesized relationships. Structural equation modeling technique using IBM AMOS software is used. Findings suggest that fulfillment and security/privacy influence trust while website design efficiency, security/privacy, and system availability influence loyalty. Further, trust positively influences loyalty in the context of retail banking in India.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"121 - 141"},"PeriodicalIF":0.0,"publicationDate":"2023-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47144440","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 : 2022-12-15DOI: 10.1080/15332969.2022.2156757
L. Vance, M. Raciti, M. Lawley
Abstract This research introduces the notion of sponsor acceptance and examines its role in an emerging sport, the Australian Big Bash League T20 cricket. Sports sponsors want to achieve consumer-based brand equity (CBBE) outcomes. However, the achievement of CBBE outcomes depends on sponsor acceptance. Using quantitative survey data from BBL television viewers, we developed and tested a model of sponsor acceptance. We compared fan in-group and out-group perceptions, finding that both groups viewed the sponsorship positively. There were no significant differences between the groups in terms of our model of sponsor acceptance. Commercial outcomes of the financial services sponsor validated findings.
{"title":"Fan Sponsor Acceptance: So, You Want to Join Our Sports in-Group?","authors":"L. Vance, M. Raciti, M. Lawley","doi":"10.1080/15332969.2022.2156757","DOIUrl":"https://doi.org/10.1080/15332969.2022.2156757","url":null,"abstract":"Abstract This research introduces the notion of sponsor acceptance and examines its role in an emerging sport, the Australian Big Bash League T20 cricket. Sports sponsors want to achieve consumer-based brand equity (CBBE) outcomes. However, the achievement of CBBE outcomes depends on sponsor acceptance. Using quantitative survey data from BBL television viewers, we developed and tested a model of sponsor acceptance. We compared fan in-group and out-group perceptions, finding that both groups viewed the sponsorship positively. There were no significant differences between the groups in terms of our model of sponsor acceptance. Commercial outcomes of the financial services sponsor validated findings.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"103 - 120"},"PeriodicalIF":0.0,"publicationDate":"2022-12-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47618777","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 : 2022-11-11DOI: 10.1080/15332969.2022.2143037
M. Gardner, Joanna Melancon
Abstract Given the inherent profitability in retaining existing customers over recruiting new ones, this research examines negative consequences of exclusive promotions used to recruit new customers to a service organization. It explores existing, loyal customer perceptions of the distributive justice of such promotions and their subsequent behavior toward the organization. Findings suggest that receiving a similar or better offer may increase feelings of distributive justice among existing customers for a new customer promotion. Further, higher loyalty increased feelings of distributive justice. Negative perceptions of distributive justice regarding the exclusive offer drive customer alienation and entitlement, which can then lead to negative relational behavior from existing customers such as lower repurchase intentions, intent to switch service providers, and complaint behavior.
{"title":"I Deserve That Deal! Effects of New Customer Exclusive Promotions on Existing Service Customers","authors":"M. Gardner, Joanna Melancon","doi":"10.1080/15332969.2022.2143037","DOIUrl":"https://doi.org/10.1080/15332969.2022.2143037","url":null,"abstract":"Abstract Given the inherent profitability in retaining existing customers over recruiting new ones, this research examines negative consequences of exclusive promotions used to recruit new customers to a service organization. It explores existing, loyal customer perceptions of the distributive justice of such promotions and their subsequent behavior toward the organization. Findings suggest that receiving a similar or better offer may increase feelings of distributive justice among existing customers for a new customer promotion. Further, higher loyalty increased feelings of distributive justice. Negative perceptions of distributive justice regarding the exclusive offer drive customer alienation and entitlement, which can then lead to negative relational behavior from existing customers such as lower repurchase intentions, intent to switch service providers, and complaint behavior.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"73 - 102"},"PeriodicalIF":0.0,"publicationDate":"2022-11-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41824526","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 : 2022-09-29DOI: 10.1080/15332969.2022.2127521
Forbes Makudza
Abstract The study uncovered the effect of emotional labor strategies on job satisfaction and emotional exhaustion. A conceptual framework was developed using extant literature which led to the examination of Deep Acting and Surface Acting, which are the two main strategies of emotional labor. Data was collected from front line employees of banks in Zimbabwe using a structured questionnaire, and was analyzed using SPSS. The results revealed that Deep Acting leads to job satisfaction and reduced emotional exhaustion. Surface Acting was found to be inversely related to Job Satisfaction and positively related to Emotional Exhaustion.
{"title":"Service with a Smile: The Differential Effects of Emotional Labor on Boundary Spanners in the Banking Industry","authors":"Forbes Makudza","doi":"10.1080/15332969.2022.2127521","DOIUrl":"https://doi.org/10.1080/15332969.2022.2127521","url":null,"abstract":"Abstract The study uncovered the effect of emotional labor strategies on job satisfaction and emotional exhaustion. A conceptual framework was developed using extant literature which led to the examination of Deep Acting and Surface Acting, which are the two main strategies of emotional labor. Data was collected from front line employees of banks in Zimbabwe using a structured questionnaire, and was analyzed using SPSS. The results revealed that Deep Acting leads to job satisfaction and reduced emotional exhaustion. Surface Acting was found to be inversely related to Job Satisfaction and positively related to Emotional Exhaustion.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"1 - 15"},"PeriodicalIF":0.0,"publicationDate":"2022-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42266394","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 : 2022-09-26DOI: 10.1080/15332969.2022.2126081
Marco Tulio Campos Pimenta, J. D. de Mesquita, Hyunju Shin, Andre Torres Urdan
Abstract Service failures are common, and the absence of an adequate response may increase switching intentions and customer exit. Thus, it is important to address the influence of customer satisfaction with complaint handling on switching intentions and customer exit. We tested hypotheses using data collected in two stages from a total of 821 customers who experienced service failure in 38 Brazilian gyms. The results indicate that perceptions of justice positively affect satisfaction with complaint handling, which reduces switching intention and customer exit. Moreover, failure severity is shown to increase switching intention and customer exit. Theoretical, methodological, and managerial implications are discussed.
{"title":"The Role of Customer Complaint Management on Switching Intention and Customer Exit in Fitness Centers","authors":"Marco Tulio Campos Pimenta, J. D. de Mesquita, Hyunju Shin, Andre Torres Urdan","doi":"10.1080/15332969.2022.2126081","DOIUrl":"https://doi.org/10.1080/15332969.2022.2126081","url":null,"abstract":"Abstract Service failures are common, and the absence of an adequate response may increase switching intentions and customer exit. Thus, it is important to address the influence of customer satisfaction with complaint handling on switching intentions and customer exit. We tested hypotheses using data collected in two stages from a total of 821 customers who experienced service failure in 38 Brazilian gyms. The results indicate that perceptions of justice positively affect satisfaction with complaint handling, which reduces switching intention and customer exit. Moreover, failure severity is shown to increase switching intention and customer exit. Theoretical, methodological, and managerial implications are discussed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"51 - 72"},"PeriodicalIF":0.0,"publicationDate":"2022-09-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45260913","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 : 2022-09-25DOI: 10.1080/15332969.2022.2126078
Y. Huang, T. Brown
Abstract Watching others receive superior treatment, a phenomenon known as the bystander effect, typically results in negative customer responses. In contrast, we investigate how to encourage positive responses from bystanders. The results of our experimental and survey studies show that witnessing preferential treatment leads bystanders to experience envy, which then triggers self-enhancement motivation that influences future intentions about participating in a loyalty program. In addition, when bystanders know the rules that allow preferential treatment, self-enhancement motivation encourages them to participate in the loyalty program. Theoretical contributions and practical implications for managing loyalty rewards programs are discussed.
{"title":"The Positive Influence of Watching Others Receive Preferential Treatment on Rewards Program Participation: The Moderating Role of Rule Knowledge","authors":"Y. Huang, T. Brown","doi":"10.1080/15332969.2022.2126078","DOIUrl":"https://doi.org/10.1080/15332969.2022.2126078","url":null,"abstract":"Abstract Watching others receive superior treatment, a phenomenon known as the bystander effect, typically results in negative customer responses. In contrast, we investigate how to encourage positive responses from bystanders. The results of our experimental and survey studies show that witnessing preferential treatment leads bystanders to experience envy, which then triggers self-enhancement motivation that influences future intentions about participating in a loyalty program. In addition, when bystanders know the rules that allow preferential treatment, self-enhancement motivation encourages them to participate in the loyalty program. Theoretical contributions and practical implications for managing loyalty rewards programs are discussed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"30 - 50"},"PeriodicalIF":0.0,"publicationDate":"2022-09-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46863847","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 : 2022-06-07DOI: 10.1080/15332969.2022.2083047
Lucas Finoti, Leandro Bonfim, S. Didonet, A. Toaldo, A. P. Segatto
Abstract This article aims at differentiating service orientation as a service-dominant (S-D) concept from service orientation related to goods-dominant (G-D) logic. Grounded in the foundational premises of S-D logic, we argue that discussions about value cocreation with beneficiaries are lagging on service orientation studies applied to innovation. We propose a theoretical framework that explains how service and product innovation can be developed in service-oriented firms. We shed light on a neglected topic of S-D studies by explaining how product innovation can foster service innovation. The proposed framework contributes to the extant literature on service-dominant logic and innovation management.
{"title":"Service Orientation and Innovation Results: Theoretical Development Based on Service-Dominant Logic","authors":"Lucas Finoti, Leandro Bonfim, S. Didonet, A. Toaldo, A. P. Segatto","doi":"10.1080/15332969.2022.2083047","DOIUrl":"https://doi.org/10.1080/15332969.2022.2083047","url":null,"abstract":"Abstract This article aims at differentiating service orientation as a service-dominant (S-D) concept from service orientation related to goods-dominant (G-D) logic. Grounded in the foundational premises of S-D logic, we argue that discussions about value cocreation with beneficiaries are lagging on service orientation studies applied to innovation. We propose a theoretical framework that explains how service and product innovation can be developed in service-oriented firms. We shed light on a neglected topic of S-D studies by explaining how product innovation can foster service innovation. The proposed framework contributes to the extant literature on service-dominant logic and innovation management.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"389 - 403"},"PeriodicalIF":0.0,"publicationDate":"2022-06-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42932364","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 : 2022-04-03DOI: 10.1080/15332969.2022.2056288
Michelle Rydback
Abstract Established scholars encourage academics from different fields to make a contribution to the service research to advance, maintain relevance, and promote diversity in the service discipline. This study focuses on a novel type of intermediaries called medical tourism facilitators that assume a vital function in the medical tourism industry. Applying the case study method, the researchers collected qualitative data from three medical tourism facilitators in the Philippines. The study presents a model that includes six supplementary services, namely: information dissemination, consultation, booking, providing hospitality, network development, and support industry development.
{"title":"Role of Facilitators in the Medical Tourism Industry - A Study of Medical Tourism Facilitators in an Emerging Market","authors":"Michelle Rydback","doi":"10.1080/15332969.2022.2056288","DOIUrl":"https://doi.org/10.1080/15332969.2022.2056288","url":null,"abstract":"Abstract Established scholars encourage academics from different fields to make a contribution to the service research to advance, maintain relevance, and promote diversity in the service discipline. This study focuses on a novel type of intermediaries called medical tourism facilitators that assume a vital function in the medical tourism industry. Applying the case study method, the researchers collected qualitative data from three medical tourism facilitators in the Philippines. The study presents a model that includes six supplementary services, namely: information dissemination, consultation, booking, providing hospitality, network development, and support industry development.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"129 - 145"},"PeriodicalIF":0.0,"publicationDate":"2022-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47639816","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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