Pub Date : 2021-10-27DOI: 10.1080/15332969.2021.1993118
Hiren Patel, Nikunjkumar D. Patel
Abstract The purpose of the study is to understand the effect of hospital service quality dimensions on outpatient satisfaction and to understand which demographic variables impacting outpatient satisfaction. A cross-sectional design with a convenient sample of 316 outpatients was surveyed from 29 model hospitals across 15 states of India. CFA and SEM are used for analysis. The hospitals which are interested in increasing outpatient satisfaction should consider income level and education. The overall result of the study helps the hospitals to frame their overall branding, communication and marketing strategy and focus areas to improve upon for service excellence.
{"title":"Hospital Service Quality and Outpatient Satisfaction in Model Hospitals in India","authors":"Hiren Patel, Nikunjkumar D. Patel","doi":"10.1080/15332969.2021.1993118","DOIUrl":"https://doi.org/10.1080/15332969.2021.1993118","url":null,"abstract":"Abstract The purpose of the study is to understand the effect of hospital service quality dimensions on outpatient satisfaction and to understand which demographic variables impacting outpatient satisfaction. A cross-sectional design with a convenient sample of 316 outpatients was surveyed from 29 model hospitals across 15 states of India. CFA and SEM are used for analysis. The hospitals which are interested in increasing outpatient satisfaction should consider income level and education. The overall result of the study helps the hospitals to frame their overall branding, communication and marketing strategy and focus areas to improve upon for service excellence.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"312 - 328"},"PeriodicalIF":0.0,"publicationDate":"2021-10-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47966575","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 : 2021-10-25DOI: 10.1080/15332969.2021.1995583
B. Nghiêm-Phú, Dạ-Hương Phạm-Lê
Abstract This study described the benefits and costs for customers who go to animal cafés, and to identify the environmental circumstances of animal cafés that contribute to these benefits and costs. By analyzing 400 customer reviews, this study found that in addition to the main perceived benefits (relaxation and healing), other benefits and costs are also observed, such as thrill, connectedness or togetherness, and distress. These benefits and costs are found in a distinct servicescape, where the animal-related attributes are apparent, together with other common sensory, functional, social, and atmospheric components. Theoretical and practical implications of the findings were then discussed.
{"title":"The Psychological Benefits and Costs, and the Servicescape Components of Animal Cafés: A Study in Japan","authors":"B. Nghiêm-Phú, Dạ-Hương Phạm-Lê","doi":"10.1080/15332969.2021.1995583","DOIUrl":"https://doi.org/10.1080/15332969.2021.1995583","url":null,"abstract":"Abstract This study described the benefits and costs for customers who go to animal cafés, and to identify the environmental circumstances of animal cafés that contribute to these benefits and costs. By analyzing 400 customer reviews, this study found that in addition to the main perceived benefits (relaxation and healing), other benefits and costs are also observed, such as thrill, connectedness or togetherness, and distress. These benefits and costs are found in a distinct servicescape, where the animal-related attributes are apparent, together with other common sensory, functional, social, and atmospheric components. Theoretical and practical implications of the findings were then discussed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"16 - 29"},"PeriodicalIF":0.0,"publicationDate":"2021-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49192738","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 : 2021-10-25DOI: 10.1080/15332969.2021.1989890
Reza Shafiee, Fahimeh Ansari, Hossein Mahjob
ABSTRACT Both healthcare industry marketers and physicians have been paying more attention to the growth and potential competition in the healthcare market. This research developed a theoretical model for physician brand personality (PBP), which is intended to present applicable traits that professional physicians could consider for increasing their brand personality associations. This scale was developed through the use of some listing and item reduction techniques in combination with the explanatory and confirmatory factor analysis procedures. The findings extend previous research on human brand and brand personalities of physicians and suggest that patients view physician as a human brand with a unique brand personality.
{"title":"Physicians’ Brand Personality: Building Brand Personality Scale","authors":"Reza Shafiee, Fahimeh Ansari, Hossein Mahjob","doi":"10.1080/15332969.2021.1989890","DOIUrl":"https://doi.org/10.1080/15332969.2021.1989890","url":null,"abstract":"ABSTRACT Both healthcare industry marketers and physicians have been paying more attention to the growth and potential competition in the healthcare market. This research developed a theoretical model for physician brand personality (PBP), which is intended to present applicable traits that professional physicians could consider for increasing their brand personality associations. This scale was developed through the use of some listing and item reduction techniques in combination with the explanatory and confirmatory factor analysis procedures. The findings extend previous research on human brand and brand personalities of physicians and suggest that patients view physician as a human brand with a unique brand personality.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"48 - 66"},"PeriodicalIF":0.0,"publicationDate":"2021-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45195733","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 : 2021-10-25DOI: 10.1080/15332969.2021.1994193
Selen Savas-Hall, P. Koku, Tamara F. Mangleburg
Abstract This paper examines the influence of various facets of perceived risk (financial, performance, social, psychological, time, privacy) on consumers’ attitude toward really-new services (RNS) and their adoption intentions. A conceptual framework is developed based on perceived risk theory, theory of reasoned action and technology acceptance model. Structural equation modeling is used for analysis. Mainly, financial risk, psychological risk and overall risk are found to be negatively related to attitudes. However, time, privacy and social risks are found to be positively related. Our findings suggest that firms offering RNS should consider specific types of risks before they develop their marketing strategies. Graphical Abstract
{"title":"Really New Services: Perceived Risk and Adoption Intentions","authors":"Selen Savas-Hall, P. Koku, Tamara F. Mangleburg","doi":"10.1080/15332969.2021.1994193","DOIUrl":"https://doi.org/10.1080/15332969.2021.1994193","url":null,"abstract":"Abstract This paper examines the influence of various facets of perceived risk (financial, performance, social, psychological, time, privacy) on consumers’ attitude toward really-new services (RNS) and their adoption intentions. A conceptual framework is developed based on perceived risk theory, theory of reasoned action and technology acceptance model. Structural equation modeling is used for analysis. Mainly, financial risk, psychological risk and overall risk are found to be negatively related to attitudes. However, time, privacy and social risks are found to be positively related. Our findings suggest that firms offering RNS should consider specific types of risks before they develop their marketing strategies. Graphical Abstract","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"485 - 503"},"PeriodicalIF":0.0,"publicationDate":"2021-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46882812","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 : 2021-10-25DOI: 10.1080/15332969.2021.1992559
Alexandra Aguirre‐Rodriguez, Adriana M. Bóveda-Lambie, Patricia Torres, Detra Y. Montoya
Abstract This research applies a service adaptation framework to examine how the interplay of employee service adaptive behaviors and customer cultural factors influence customer satisfaction. The results show that stronger ethnic identification increased the positive effect of interpersonal adaptive service (but not service offering-adaptive) behaviors and customer satisfaction. Additionally, stronger in-group favoritism expectations strengthened the positive relationship between service-offering adaptive behaviors (but not interpersonal-adaptive behavior) and satisfaction. These findings contribute to the ethnic services marketing literature by shedding light on the factors that impact customer satisfaction in shared ethnicity service encounters. Implications for research and practice are discussed.
{"title":"When Culturally Adaptive Service Behaviors Affect Customer Satisfaction in Shared Ethnicity Service Encounters","authors":"Alexandra Aguirre‐Rodriguez, Adriana M. Bóveda-Lambie, Patricia Torres, Detra Y. Montoya","doi":"10.1080/15332969.2021.1992559","DOIUrl":"https://doi.org/10.1080/15332969.2021.1992559","url":null,"abstract":"Abstract This research applies a service adaptation framework to examine how the interplay of employee service adaptive behaviors and customer cultural factors influence customer satisfaction. The results show that stronger ethnic identification increased the positive effect of interpersonal adaptive service (but not service offering-adaptive) behaviors and customer satisfaction. Additionally, stronger in-group favoritism expectations strengthened the positive relationship between service-offering adaptive behaviors (but not interpersonal-adaptive behavior) and satisfaction. These findings contribute to the ethnic services marketing literature by shedding light on the factors that impact customer satisfaction in shared ethnicity service encounters. Implications for research and practice are discussed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"277 - 293"},"PeriodicalIF":0.0,"publicationDate":"2021-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49113744","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 : 2021-10-25DOI: 10.1080/15332969.2021.1993559
Kunal Swani, W. Wamwara, Kendall Goodrich, Shu Z. Schiller, John B. Dinsmore
Abstract The Covid-19 pandemic has negatively impacted university students’ mental well-being and, ultimately, their ability to enroll in classes and complete their degrees. Building on the service quality framework, this research aims to address factors that may help universities increase student satisfaction and retention, and reduce student stress and negative word-of-mouth (NWOM). The results from 393 undergraduate students show that service quality and brand reputation positively impact academic satisfaction but negatively impact academic stress. Satisfaction increases students’ intention-to-stay (retention) while it reduces NWOM. Stress reduces satisfaction and students’ intention-to-stay. Results confirm that the Covid-19 pandemic increased academic stress among college students.
{"title":"Understanding Business Student Retention During Covid-19: Roles of Service Quality, College Brand, and Academic Satisfaction, and Stress","authors":"Kunal Swani, W. Wamwara, Kendall Goodrich, Shu Z. Schiller, John B. Dinsmore","doi":"10.1080/15332969.2021.1993559","DOIUrl":"https://doi.org/10.1080/15332969.2021.1993559","url":null,"abstract":"Abstract The Covid-19 pandemic has negatively impacted university students’ mental well-being and, ultimately, their ability to enroll in classes and complete their degrees. Building on the service quality framework, this research aims to address factors that may help universities increase student satisfaction and retention, and reduce student stress and negative word-of-mouth (NWOM). The results from 393 undergraduate students show that service quality and brand reputation positively impact academic satisfaction but negatively impact academic stress. Satisfaction increases students’ intention-to-stay (retention) while it reduces NWOM. Stress reduces satisfaction and students’ intention-to-stay. Results confirm that the Covid-19 pandemic increased academic stress among college students.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"329 - 352"},"PeriodicalIF":0.0,"publicationDate":"2021-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48636214","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 : 2021-10-24DOI: 10.1080/15332969.2021.1993560
T. Kriemadis, Christos Terzoudis, Nikos Kartakoullis, Dimitra Kapnisi
Abstract The purpose of this study is to determine the extent to which the strategic marketing planning process is being used in the Greek professional sports sector and its contribution to clubs’ business performance. The research was concentrated on the professional sports sector in Greece and the research hypotheses were investigated through a questionnaire that was delivered to clubs’ managing directors and administrative staff. This research showed that strategic marketing planning plays an important role in clubs’ business performance. However, this work indicated that strategic marketing planning process is applied to a little extent in the Greek professional sports sector.
{"title":"An Examination of the Current Strategic Marketing Planning Practices in Professional Sport Clubs","authors":"T. Kriemadis, Christos Terzoudis, Nikos Kartakoullis, Dimitra Kapnisi","doi":"10.1080/15332969.2021.1993560","DOIUrl":"https://doi.org/10.1080/15332969.2021.1993560","url":null,"abstract":"Abstract The purpose of this study is to determine the extent to which the strategic marketing planning process is being used in the Greek professional sports sector and its contribution to clubs’ business performance. The research was concentrated on the professional sports sector in Greece and the research hypotheses were investigated through a questionnaire that was delivered to clubs’ managing directors and administrative staff. This research showed that strategic marketing planning plays an important role in clubs’ business performance. However, this work indicated that strategic marketing planning process is applied to a little extent in the Greek professional sports sector.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"353 - 373"},"PeriodicalIF":0.0,"publicationDate":"2021-10-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44075661","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 : 2021-10-24DOI: 10.1080/15332969.2021.1994176
Hugo Ribeiro, Ricardo Rodrigues
Abstract Call centers are an essential communication channel between telecommunication companies and their customers, playing a pivotal role in creating memorable experiences. Multiple factors influence the satisfaction of Telecommunication customers with their interactions with call centers, so it is essential to measure it. Using a sample of 2236 interactions with call centers from the largest UK Telecom operators, this study aimed to measure the effect of different factors on satisfaction through multiple linear regression. It was observed that the variable with the greatest impact on satisfaction was the resolution of the problem, followed by the will to solve the problem.
{"title":"What Determines Satisfaction with Call Centers? The Case of UK Telecom","authors":"Hugo Ribeiro, Ricardo Rodrigues","doi":"10.1080/15332969.2021.1994176","DOIUrl":"https://doi.org/10.1080/15332969.2021.1994176","url":null,"abstract":"Abstract Call centers are an essential communication channel between telecommunication companies and their customers, playing a pivotal role in creating memorable experiences. Multiple factors influence the satisfaction of Telecommunication customers with their interactions with call centers, so it is essential to measure it. Using a sample of 2236 interactions with call centers from the largest UK Telecom operators, this study aimed to measure the effect of different factors on satisfaction through multiple linear regression. It was observed that the variable with the greatest impact on satisfaction was the resolution of the problem, followed by the will to solve the problem.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"50 1","pages":"404 - 424"},"PeriodicalIF":0.0,"publicationDate":"2021-10-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59899740","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 : 2021-10-24DOI: 10.1080/15332969.2021.1993561
Rozbeh Madadi, Ivonne M. Torres, M. Zúñiga
Abstract In a turbulent environment, firms with certain capabilities are likely to have effective relationships/collaborations with partners, access inimitable resources and achieve competitive advantage. Based on Dynamic capability theory, capabilities permit firms to create a sustainable competitive advantage, but further knowledge is needed on how these capabilities interact with each other and influence firm performance. We develop the construct called institutional (organizational) love in supply chain (ILSC) which mediates the function of dynamic capabilities on firm performance. The proposed conceptual model examines the relationship between marketing alliance capabilities (MAC) and intra-firm network capabilities, ILSC, customer orientation, and the focal firm’s performance.
{"title":"Is Love Extendable to Relationship Marketing and Supply Chain Management?","authors":"Rozbeh Madadi, Ivonne M. Torres, M. Zúñiga","doi":"10.1080/15332969.2021.1993561","DOIUrl":"https://doi.org/10.1080/15332969.2021.1993561","url":null,"abstract":"Abstract In a turbulent environment, firms with certain capabilities are likely to have effective relationships/collaborations with partners, access inimitable resources and achieve competitive advantage. Based on Dynamic capability theory, capabilities permit firms to create a sustainable competitive advantage, but further knowledge is needed on how these capabilities interact with each other and influence firm performance. We develop the construct called institutional (organizational) love in supply chain (ILSC) which mediates the function of dynamic capabilities on firm performance. The proposed conceptual model examines the relationship between marketing alliance capabilities (MAC) and intra-firm network capabilities, ILSC, customer orientation, and the focal firm’s performance.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"374 - 388"},"PeriodicalIF":0.0,"publicationDate":"2021-10-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43559007","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 : 2021-10-23DOI: 10.1080/15332969.2021.1992230
N. Bhanja, Garima Saxena
Abstract We present a systematic review of the literature on services marketing. In doing so, we trace how the domain’s core characteristics have changed over the years, with technology playing a disruptive role. The IHIP (intangibility, heterogeneity, inseparability, and perishability) framework once distinguished services marketing as a sub-discipline of marketing. However, with the advent of the concept of service-dominant logic, ‘services’ within the marketing domain are no more seen as a special case but as the core of what consumers need. The article examines the key theoretical issues surrounding the shift in services marketing and concludes by providing future directions.
{"title":"Revisiting the Past to Understand the Current Debates on Service-Dominant Logic","authors":"N. Bhanja, Garima Saxena","doi":"10.1080/15332969.2021.1992230","DOIUrl":"https://doi.org/10.1080/15332969.2021.1992230","url":null,"abstract":"Abstract We present a systematic review of the literature on services marketing. In doing so, we trace how the domain’s core characteristics have changed over the years, with technology playing a disruptive role. The IHIP (intangibility, heterogeneity, inseparability, and perishability) framework once distinguished services marketing as a sub-discipline of marketing. However, with the advent of the concept of service-dominant logic, ‘services’ within the marketing domain are no more seen as a special case but as the core of what consumers need. The article examines the key theoretical issues surrounding the shift in services marketing and concludes by providing future directions.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"240 - 255"},"PeriodicalIF":0.0,"publicationDate":"2021-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46788846","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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