Pub Date : 2022-04-03DOI: 10.1080/15332969.2021.1987609
P. Kumari, R. Sangeetha
Abstract The aim of this study is to examine the effect of positive electronic word of mouth (eWOM) on green hotel booking intention using a comprehensive moderated-mediation framework. A total of 223 responses were collected through online survey. The results indicated that argument quality, source credibility, valence and consumer rating play a crucial part in consumers’ green hotel booking intention. The study contributes the eWOM, green marketing, and hospitality literature. The findings of this study will help the green hotel managers to know about the dynamic role that eWOM triggers, trust and consumers environmental concern play in green hotel booking intention.
{"title":"How Does Electronic Word of Mouth Impact Green Hotel Booking Intention?","authors":"P. Kumari, R. Sangeetha","doi":"10.1080/15332969.2021.1987609","DOIUrl":"https://doi.org/10.1080/15332969.2021.1987609","url":null,"abstract":"Abstract The aim of this study is to examine the effect of positive electronic word of mouth (eWOM) on green hotel booking intention using a comprehensive moderated-mediation framework. A total of 223 responses were collected through online survey. The results indicated that argument quality, source credibility, valence and consumer rating play a crucial part in consumers’ green hotel booking intention. The study contributes the eWOM, green marketing, and hospitality literature. The findings of this study will help the green hotel managers to know about the dynamic role that eWOM triggers, trust and consumers environmental concern play in green hotel booking intention.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"146 - 165"},"PeriodicalIF":0.0,"publicationDate":"2022-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42095825","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 : 2022-01-08DOI: 10.1080/15332969.2021.1997504
Achchuthan Sivapalan, Amit Shankar, Manish Das, Kajenthiran Konalingam
Abstract This study proposes and empirically investigates a moderated mediation mechanism to enhance consumer loyalty via retail service quality (RSQ) practices. The results revealed that the impact of physical aspect, reliability, personal interaction, and policy on customer loyalty is significantly mediated by the affective commitment to the retailers. Further, the retailer’s corporate image enhanced the indirect effects of reliability, personal interaction and retailing policy on customer loyalty. By investigating how the interplay of RSQ dimensions, affective commitment and corporate image enriches retail service quality, this study contributes to the retailing literature.
{"title":"How to Enhance Customer Loyalty to Retail Stores via Retail Service Quality Practices? A Moderated Mediated Mechanism","authors":"Achchuthan Sivapalan, Amit Shankar, Manish Das, Kajenthiran Konalingam","doi":"10.1080/15332969.2021.1997504","DOIUrl":"https://doi.org/10.1080/15332969.2021.1997504","url":null,"abstract":"Abstract This study proposes and empirically investigates a moderated mediation mechanism to enhance consumer loyalty via retail service quality (RSQ) practices. The results revealed that the impact of physical aspect, reliability, personal interaction, and policy on customer loyalty is significantly mediated by the affective commitment to the retailers. Further, the retailer’s corporate image enhanced the indirect effects of reliability, personal interaction and retailing policy on customer loyalty. By investigating how the interplay of RSQ dimensions, affective commitment and corporate image enriches retail service quality, this study contributes to the retailing literature.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"445 - 465"},"PeriodicalIF":0.0,"publicationDate":"2022-01-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48360356","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 : 2021-11-13DOI: 10.1080/15332969.2021.1994194
Rachel Fuller, S. Pervan, Breanne E. Kunstler, M. Merolli
Abstract This research examines a novel reason for service providers withholding aspects of optimal service quality: hesitation. Previous research has shown that physiotherapists often hold back on delivering non-treatment based physical activity (NTPA) advice over concerns that it is not welcomed by patients. Using a survey method (N = 587), we found that users and non-users of physiotherapy find it likely and important to receive NTPA advice; NTPA is also positively linked to satisfaction. This study debates hesitation as a possible disconnect between customer expectations of value that is co-created in the physiotherapy clinic (“joint sphere”) vs. the outside of the clinic (“customer sphere”).
{"title":"Service Provider Hesitation in Credence Services: The Importance of Customer Expectations?","authors":"Rachel Fuller, S. Pervan, Breanne E. Kunstler, M. Merolli","doi":"10.1080/15332969.2021.1994194","DOIUrl":"https://doi.org/10.1080/15332969.2021.1994194","url":null,"abstract":"Abstract This research examines a novel reason for service providers withholding aspects of optimal service quality: hesitation. Previous research has shown that physiotherapists often hold back on delivering non-treatment based physical activity (NTPA) advice over concerns that it is not welcomed by patients. Using a survey method (N = 587), we found that users and non-users of physiotherapy find it likely and important to receive NTPA advice; NTPA is also positively linked to satisfaction. This study debates hesitation as a possible disconnect between customer expectations of value that is co-created in the physiotherapy clinic (“joint sphere”) vs. the outside of the clinic (“customer sphere”).","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"504 - 519"},"PeriodicalIF":0.0,"publicationDate":"2021-11-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48390089","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 : 2021-11-12DOI: 10.1080/15332969.2021.1997503
Trang P. Tran, McKenzie May, Christine M. Kowalczyk
ABSTRACT Although an increasing amount of research investigates the impact of mobile apps, their influence on brand equity is still underexplored. This research develops a comprehensive model to capture how utilitarian, hedonic, and social motivations enhance value-in-use and brand attachment, which in turn improve customers’ love of a brand and intention to purchase a brand. The work bridges the gap between goods- and service-dominant logic perspectives and provides deeper understanding of the multidisciplinary nature of branded apps. It also generates profound practical implications for brands to successfully plan and develop their apps which will enhance customer’s perceptions of brands.
{"title":"Understanding Key Factors Motivating Customers to Purchase Brands via Brand Apps: A Service Dominant Logic Perspective","authors":"Trang P. Tran, McKenzie May, Christine M. Kowalczyk","doi":"10.1080/15332969.2021.1997503","DOIUrl":"https://doi.org/10.1080/15332969.2021.1997503","url":null,"abstract":"ABSTRACT Although an increasing amount of research investigates the impact of mobile apps, their influence on brand equity is still underexplored. This research develops a comprehensive model to capture how utilitarian, hedonic, and social motivations enhance value-in-use and brand attachment, which in turn improve customers’ love of a brand and intention to purchase a brand. The work bridges the gap between goods- and service-dominant logic perspectives and provides deeper understanding of the multidisciplinary nature of branded apps. It also generates profound practical implications for brands to successfully plan and develop their apps which will enhance customer’s perceptions of brands.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"67 - 86"},"PeriodicalIF":0.0,"publicationDate":"2021-11-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47921464","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 : 2021-11-02DOI: 10.1080/15332969.2021.1994192
Kristin Stewart, V. Dalakas, Marcus Wardley
Abstract This study used a 2 (promoting partner: for-profit vs. nonprofit) by 2 (impact: identifiable vs. statistical) between-subjects design collecting data online through Amazon Mechanical Turk from 302 participants. Attitudes toward the promoting partner were more favorable was when the promoted partner was the nonprofit (vs. for-profit). Further, attitude fully mediated the relationship between promoting partner frame and purchase intention. Our findings provide useful practical insight in that promoting the partnership through the nonprofit partner may yield better results than promoting it through the for-profit partner for transaction-based CRM activities.
{"title":"Promotion of Transaction-Based Cause-Related Marketing: How Should the Source and the Impact of the Partnership Be Presented","authors":"Kristin Stewart, V. Dalakas, Marcus Wardley","doi":"10.1080/15332969.2021.1994192","DOIUrl":"https://doi.org/10.1080/15332969.2021.1994192","url":null,"abstract":"Abstract This study used a 2 (promoting partner: for-profit vs. nonprofit) by 2 (impact: identifiable vs. statistical) between-subjects design collecting data online through Amazon Mechanical Turk from 302 participants. Attitudes toward the promoting partner were more favorable was when the promoted partner was the nonprofit (vs. for-profit). Further, attitude fully mediated the relationship between promoting partner frame and purchase intention. Our findings provide useful practical insight in that promoting the partnership through the nonprofit partner may yield better results than promoting it through the for-profit partner for transaction-based CRM activities.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"466 - 484"},"PeriodicalIF":0.0,"publicationDate":"2021-11-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41423948","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 : 2021-11-02DOI: 10.1080/15332969.2021.1992560
L. Chikazhe, Esthery Nyakunuwa
Abstract Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training and empowerment positively influence perceived service quality. Also, internal communication and employee motivation were found to partially meditate the effect of employee empowerment on perceived service quality. Theoretical, practical, and future research implications were discussed.
{"title":"Promotion of Perceived Service Quality Through Employee Training and Empowerment: The Mediating Role of Employee Motivation and Internal Communication","authors":"L. Chikazhe, Esthery Nyakunuwa","doi":"10.1080/15332969.2021.1992560","DOIUrl":"https://doi.org/10.1080/15332969.2021.1992560","url":null,"abstract":"Abstract Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training and empowerment positively influence perceived service quality. Also, internal communication and employee motivation were found to partially meditate the effect of employee empowerment on perceived service quality. Theoretical, practical, and future research implications were discussed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"294 - 311"},"PeriodicalIF":0.0,"publicationDate":"2021-11-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41588097","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 : 2021-11-02DOI: 10.1080/15332969.2021.1997505
Renato Calhau Codá, Josivania Silva Farias
Abstract This paper proposes to verify, in the current literature on VCD, which dimensions/variables have often been studied in empirical efforts. The analysis was based in two stages. In the first, the general characteristics of the articles were identified. In the second stage, which dimensions or variables of VCD have been frequently studied were identified. As a result of this systematic review, new research possibilities were identified to explore VCD study.
{"title":"Interactive Value Formation: Exploring the Literature on Dark Side of the Service Experience from the Perspective of Value Co-Destruction (VCD)","authors":"Renato Calhau Codá, Josivania Silva Farias","doi":"10.1080/15332969.2021.1997505","DOIUrl":"https://doi.org/10.1080/15332969.2021.1997505","url":null,"abstract":"Abstract This paper proposes to verify, in the current literature on VCD, which dimensions/variables have often been studied in empirical efforts. The analysis was based in two stages. In the first, the general characteristics of the articles were identified. In the second stage, which dimensions or variables of VCD have been frequently studied were identified. As a result of this systematic review, new research possibilities were identified to explore VCD study.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"520 - 540"},"PeriodicalIF":0.0,"publicationDate":"2021-11-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48507903","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 : 2021-10-30DOI: 10.1080/15332969.2021.1992558
James Lappeman, S. Meyer, Diana Miguel
Abstract In this study, online sentiment (OS) was used to explore customer experience (CX) for the telecommunications industry. There is no agreed standard for CX measurement with many challenges in metrics like Net Promoter Score (NPS). The study explored the CX of the UK’s four biggest consumer-facing telecommunications companies by isolating CX from brand perception sentiment, tracking sentiment along the customer journey and observing CX across platforms. The findings show that CX sentiment can be isolated from brand perception and that customer satisfaction levels change along the customer journey. In addition, CX sentiment also differs between service channels.
{"title":"Exploring Online Sentiment (OS) As a Measure of Customer Experience (CX) for Telecommunication Services","authors":"James Lappeman, S. Meyer, Diana Miguel","doi":"10.1080/15332969.2021.1992558","DOIUrl":"https://doi.org/10.1080/15332969.2021.1992558","url":null,"abstract":"Abstract In this study, online sentiment (OS) was used to explore customer experience (CX) for the telecommunications industry. There is no agreed standard for CX measurement with many challenges in metrics like Net Promoter Score (NPS). The study explored the CX of the UK’s four biggest consumer-facing telecommunications companies by isolating CX from brand perception sentiment, tracking sentiment along the customer journey and observing CX across platforms. The findings show that CX sentiment can be isolated from brand perception and that customer satisfaction levels change along the customer journey. In addition, CX sentiment also differs between service channels.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"257 - 276"},"PeriodicalIF":0.0,"publicationDate":"2021-10-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43541110","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 : 2021-10-29DOI: 10.1080/15332969.2021.1992561
R. Schindler, Sandipan S. Sen, J. A. Wiles
ABSTRACT In religious traditions, emphatic utterances that activate good feelings are referred to as blessings. Interviews with a wide variety of service providers indicate that they routinely use such utterances regarding the choices and prospective choices of their customers. Further, such service blessings typically show characteristics that are consistent with both religious traditions and rituals of everyday politeness. A controlled experiment indicates that service blessings can have substantial and broad benefits to customer satisfaction. These findings have both theoretical and practical implications for improving the management of retail customer service.
{"title":"“Enjoy!” The Effects of Service Blessings on the Customer","authors":"R. Schindler, Sandipan S. Sen, J. A. Wiles","doi":"10.1080/15332969.2021.1992561","DOIUrl":"https://doi.org/10.1080/15332969.2021.1992561","url":null,"abstract":"ABSTRACT In religious traditions, emphatic utterances that activate good feelings are referred to as blessings. Interviews with a wide variety of service providers indicate that they routinely use such utterances regarding the choices and prospective choices of their customers. Further, such service blessings typically show characteristics that are consistent with both religious traditions and rituals of everyday politeness. A controlled experiment indicates that service blessings can have substantial and broad benefits to customer satisfaction. These findings have both theoretical and practical implications for improving the management of retail customer service.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"110 - 128"},"PeriodicalIF":0.0,"publicationDate":"2021-10-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43266508","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 : 2021-10-27DOI: 10.1080/15332969.2021.1994177
Erzsébet Németh, Boglárka Deák-Zsótér
Abstract Our research examines the financial goals, knowledge, self-esteem, attitudes and strategies of young people studying in Hungarian higher education (N = 2557) by classifying youngsters into three groups. Anxious unwary: they are characterized by both living for the day and anxiety, they choose external control strategies, (advantageous marriage, wealthy family). Prudent risk-averse: who are thoughtful, frugal, avoid taking risks. They choose an internal control strategy: budgeting and hard work. Consciously confident: their knowledge and skills are outstanding, their confidence is realistic. They are entrepreneurial and risk-taking choosing long-term, internal control strategies to achieve their financial goals that help them grow their income. GRAPHICAL ABSTRACT
{"title":"The Anxious Unwary, Prudent Risk-Averse, and Consciously Confident – Financial Goals, Competencies and Strategies of Young People Studying in Higher Education","authors":"Erzsébet Németh, Boglárka Deák-Zsótér","doi":"10.1080/15332969.2021.1994177","DOIUrl":"https://doi.org/10.1080/15332969.2021.1994177","url":null,"abstract":"Abstract Our research examines the financial goals, knowledge, self-esteem, attitudes and strategies of young people studying in Hungarian higher education (N = 2557) by classifying youngsters into three groups. Anxious unwary: they are characterized by both living for the day and anxiety, they choose external control strategies, (advantageous marriage, wealthy family). Prudent risk-averse: who are thoughtful, frugal, avoid taking risks. They choose an internal control strategy: budgeting and hard work. Consciously confident: their knowledge and skills are outstanding, their confidence is realistic. They are entrepreneurial and risk-taking choosing long-term, internal control strategies to achieve their financial goals that help them grow their income. GRAPHICAL ABSTRACT","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"425 - 444"},"PeriodicalIF":0.0,"publicationDate":"2021-10-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42643490","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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