Pub Date : 2021-04-03DOI: 10.1080/15332969.2021.1948488
K. Smith, L. Smith
Abstract Relationship marketing uses a strong relationship between seller and customer to offset limitations of selling an intangible service, such as insurance. Social media can facilitate interactions between agent and customer, thus strengthening the relationship. Customers willingly connect with companies via social media. This article examines the social media platforms’ usage of insurance companies. Findings show Facebook, Twitter, and LinkedIn to be most commonly used. Differences in social media usage were found between companies selling life and health insurance and those selling property and casualty insurance. Companies highly involved in social media possess higher profit margins than companies with low involvement.
{"title":"Analysis of Social Media Usage and Relationship to Profit Margin among Insurance Companies","authors":"K. Smith, L. Smith","doi":"10.1080/15332969.2021.1948488","DOIUrl":"https://doi.org/10.1080/15332969.2021.1948488","url":null,"abstract":"Abstract Relationship marketing uses a strong relationship between seller and customer to offset limitations of selling an intangible service, such as insurance. Social media can facilitate interactions between agent and customer, thus strengthening the relationship. Customers willingly connect with companies via social media. This article examines the social media platforms’ usage of insurance companies. Findings show Facebook, Twitter, and LinkedIn to be most commonly used. Differences in social media usage were found between companies selling life and health insurance and those selling property and casualty insurance. Companies highly involved in social media possess higher profit margins than companies with low involvement.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"108 - 123"},"PeriodicalIF":0.0,"publicationDate":"2021-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2021.1948488","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43657407","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 : 2020-10-01DOI: 10.1080/15332969.2020.1830640
Dong-Young Rew, Judy A. Siguaw, Xiaojing Sheng
Abstract The role of service productivity in influencing the relationships among employee satisfaction, customer satisfaction, and firm performance through the theoretical lens of service-profit chain is examined. Secondary databases including COMPUSTAT, ACSI, and KLD Stats were used in testing the research hypotheses. Study findings provide broad support for the service-profit chain linking employee satisfaction to firm performance through the mediating effects of service productivity and customer satisfaction, thus extending the body of research on service productivity. These findings suggest that while optimizing profitability, managers simultaneously consider the interrelationships between customer satisfaction, employee satisfaction, and service productivity.
{"title":"Service Productivity, Satisfaction, and the Impact on Service Firm Performance","authors":"Dong-Young Rew, Judy A. Siguaw, Xiaojing Sheng","doi":"10.1080/15332969.2020.1830640","DOIUrl":"https://doi.org/10.1080/15332969.2020.1830640","url":null,"abstract":"Abstract The role of service productivity in influencing the relationships among employee satisfaction, customer satisfaction, and firm performance through the theoretical lens of service-profit chain is examined. Secondary databases including COMPUSTAT, ACSI, and KLD Stats were used in testing the research hypotheses. Study findings provide broad support for the service-profit chain linking employee satisfaction to firm performance through the mediating effects of service productivity and customer satisfaction, thus extending the body of research on service productivity. These findings suggest that while optimizing profitability, managers simultaneously consider the interrelationships between customer satisfaction, employee satisfaction, and service productivity.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"344 - 357"},"PeriodicalIF":0.0,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1830640","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42438661","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 : 2020-10-01DOI: 10.1080/15332969.2020.1830635
M. K. Shukla, Pinaki Nandan Pattnaik
Abstract This paper contributes to the debate on the dimensionality of relational benefits by establishing it as second-order reflective construct with three related but distinct dimensions, namely, confidence benefits, social benefits, and special treatment benefits in the B2C services context. This is one of the few empirical studies to investigate the role of intimacy in service relationships, and the first to illustrate its mediating effects on the benefits–loyalty relationship. While existing literature regards service benefits, trust, and commitment as key pillars, our study proposes complementary contributions of intimacy to customer loyalty formation as an asset for managers to explore.
{"title":"Linking Relational Benefits and Customer Loyalty: The Mediating Role of Customer Intimacy","authors":"M. K. Shukla, Pinaki Nandan Pattnaik","doi":"10.1080/15332969.2020.1830635","DOIUrl":"https://doi.org/10.1080/15332969.2020.1830635","url":null,"abstract":"Abstract This paper contributes to the debate on the dimensionality of relational benefits by establishing it as second-order reflective construct with three related but distinct dimensions, namely, confidence benefits, social benefits, and special treatment benefits in the B2C services context. This is one of the few empirical studies to investigate the role of intimacy in service relationships, and the first to illustrate its mediating effects on the benefits–loyalty relationship. While existing literature regards service benefits, trust, and commitment as key pillars, our study proposes complementary contributions of intimacy to customer loyalty formation as an asset for managers to explore.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"322 - 343"},"PeriodicalIF":0.0,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1830635","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44168561","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 : 2020-10-01DOI: 10.1080/15332969.2020.1830642
Anand Thakur, Lokesh Jasrai, Rupinder Kaur
Abstract What motivates consumers to become innovative is an important phenomenon in consumer behavior and is gaining special attention through the concept of motivated consumer innovativeness. The present study is an attempt to create a new segmentation typology for telecom services incorporating social, functional, hedonic, and cognitive motives for classifying a target population into more meaningful homogenous groups through cluster (K-means) analysis. Results of a single cross-sectional survey indicate creation of three distinct consumer segments: logical thinkers, experiencers, and value-driven users in mobile telecom services. The study offers useful implications on developing telecom service marketing mix for successful diffusion and adoption of innovation.
{"title":"Developing a New Segmentation Typology for Telecom Service Users With the Motivated Consumer Innovativeness (MCI) Scale","authors":"Anand Thakur, Lokesh Jasrai, Rupinder Kaur","doi":"10.1080/15332969.2020.1830642","DOIUrl":"https://doi.org/10.1080/15332969.2020.1830642","url":null,"abstract":"Abstract What motivates consumers to become innovative is an important phenomenon in consumer behavior and is gaining special attention through the concept of motivated consumer innovativeness. The present study is an attempt to create a new segmentation typology for telecom services incorporating social, functional, hedonic, and cognitive motives for classifying a target population into more meaningful homogenous groups through cluster (K-means) analysis. Results of a single cross-sectional survey indicate creation of three distinct consumer segments: logical thinkers, experiencers, and value-driven users in mobile telecom services. The study offers useful implications on developing telecom service marketing mix for successful diffusion and adoption of innovation.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"287 - 305"},"PeriodicalIF":0.0,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1830642","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42612022","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 : 2020-08-19DOI: 10.1080/15332969.2020.1786242
Megan C. Good
Abstract Interest in pharmaceutical costs has heightened, as the phenomenon of financial inducements as promotional tools in Direct-to-consumer magazine advertising remains chiefly unexplored. The value of examining financial inducements has accelerated, providing the premise of this article. Employing content analysis of national consumer magazines, 213 DTC advertisements identified were compared to a sample three years later, revealing a reduction in ads to 97 in a similar magazine sample. While the total number of DTC ads has declined, the financial incentives have become prominent increasing from 42.2 percent of the DTC ads to 51.5 percent. The directed emphasis of copay amounts increased from 11.1 to 40.0 percent as opposed to previously merely mentioning possible “savings” which went down from 71.1 to 44 percent. Strategic opportunities and public policy implications are presented.
{"title":"Financial Inducements: Growth in DTC Magazine Advertisements","authors":"Megan C. Good","doi":"10.1080/15332969.2020.1786242","DOIUrl":"https://doi.org/10.1080/15332969.2020.1786242","url":null,"abstract":"Abstract Interest in pharmaceutical costs has heightened, as the phenomenon of financial inducements as promotional tools in Direct-to-consumer magazine advertising remains chiefly unexplored. The value of examining financial inducements has accelerated, providing the premise of this article. Employing content analysis of national consumer magazines, 213 DTC advertisements identified were compared to a sample three years later, revealing a reduction in ads to 97 in a similar magazine sample. While the total number of DTC ads has declined, the financial incentives have become prominent increasing from 42.2 percent of the DTC ads to 51.5 percent. The directed emphasis of copay amounts increased from 11.1 to 40.0 percent as opposed to previously merely mentioning possible “savings” which went down from 71.1 to 44 percent. Strategic opportunities and public policy implications are presented.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"306 - 321"},"PeriodicalIF":0.0,"publicationDate":"2020-08-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1786242","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42806711","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 : 2020-07-02DOI: 10.1080/15332969.2020.1786245
A. Vahdat, Hanieh Hafezniya, Y. Jabarzadeh, Park Thaichon
Abstract This study aims to investigate how emotional brand attachment contributes to attitude toward brand extension. Data were collected from 1236 users of Apple and Samsung Smartphones using structured questionnaire and analyzed by structural equation modeling using AMOS. First, emotional brand attachment significantly affects attitudinal loyalty, commitment, and customer satisfaction. These attitudes, in turn, have positive effects on attitude toward brand extension of which the impact of customer satisfaction on attitude toward the brand extension is noticeable. These effects, however, are different across different groups of customers (i.e. gender, marital status, and education).
{"title":"Emotional Brand Attachment and Attitude toward Brand Extension","authors":"A. Vahdat, Hanieh Hafezniya, Y. Jabarzadeh, Park Thaichon","doi":"10.1080/15332969.2020.1786245","DOIUrl":"https://doi.org/10.1080/15332969.2020.1786245","url":null,"abstract":"Abstract This study aims to investigate how emotional brand attachment contributes to attitude toward brand extension. Data were collected from 1236 users of Apple and Samsung Smartphones using structured questionnaire and analyzed by structural equation modeling using AMOS. First, emotional brand attachment significantly affects attitudinal loyalty, commitment, and customer satisfaction. These attitudes, in turn, have positive effects on attitude toward brand extension of which the impact of customer satisfaction on attitude toward the brand extension is noticeable. These effects, however, are different across different groups of customers (i.e. gender, marital status, and education).","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"236 - 255"},"PeriodicalIF":0.0,"publicationDate":"2020-07-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1786245","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45233335","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 : 2020-07-02DOI: 10.1080/15332969.2020.1786246
Iris Vilnai-Yavetz, A. Rafaeli, C. Shapira
Abstract For service professionals, work is a central life interest, raising questions about the effectiveness of managerial controls. We examine reactions of professionals (676 physicians) to imposed managerial controls in the form of a time clock. The main contribution of this study is its demonstration that segmenting professionals can help unravel reactions to management controls. All professionals are sensitive to external control measures that threaten their organizational status, but the institutional working context (far more than individual-level employment arrangements or demographics) determines the extent of these reactions.
{"title":"Service Professionals and Managerial Control: Institutional, Employment, and Personal Segmentations","authors":"Iris Vilnai-Yavetz, A. Rafaeli, C. Shapira","doi":"10.1080/15332969.2020.1786246","DOIUrl":"https://doi.org/10.1080/15332969.2020.1786246","url":null,"abstract":"Abstract For service professionals, work is a central life interest, raising questions about the effectiveness of managerial controls. We examine reactions of professionals (676 physicians) to imposed managerial controls in the form of a time clock. The main contribution of this study is its demonstration that segmenting professionals can help unravel reactions to management controls. All professionals are sensitive to external control measures that threaten their organizational status, but the institutional working context (far more than individual-level employment arrangements or demographics) determines the extent of these reactions.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"256 - 272"},"PeriodicalIF":0.0,"publicationDate":"2020-07-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1786246","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45393294","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 : 2020-07-02DOI: 10.1080/15332969.2020.1786247
Muhammad Kashif, Merve Yanar Gürce, Petek Tosun, S. Wijenayake
Abstract This study aims to investigate communicative deviance among front line employees (FLEs) as a consequence of supervisor and customer mistreatment. The emotion of anger as a mediator while self-control as a moderator is positioned to buffer the customer and supervisor aggression–>communicative deviance. The survey-based data from 284 Turkish FLEs demonstrate that abusive supervision triggers negative emotion of anger, resulting in deviant silence. A stronger support for self-control as a moderator to buffer the anger–deviant silence relationship is also found. The study uniquely integrates human emotions to investigate destructive work behaviors in a service context.
{"title":"Supervisor and Customer-Driven Stressors to Predict Silence and Voice Motives: Mediating and Moderating Roles of Anger and Self-Control","authors":"Muhammad Kashif, Merve Yanar Gürce, Petek Tosun, S. Wijenayake","doi":"10.1080/15332969.2020.1786247","DOIUrl":"https://doi.org/10.1080/15332969.2020.1786247","url":null,"abstract":"Abstract This study aims to investigate communicative deviance among front line employees (FLEs) as a consequence of supervisor and customer mistreatment. The emotion of anger as a mediator while self-control as a moderator is positioned to buffer the customer and supervisor aggression–>communicative deviance. The survey-based data from 284 Turkish FLEs demonstrate that abusive supervision triggers negative emotion of anger, resulting in deviant silence. A stronger support for self-control as a moderator to buffer the anger–deviant silence relationship is also found. The study uniquely integrates human emotions to investigate destructive work behaviors in a service context.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"273 - 286"},"PeriodicalIF":0.0,"publicationDate":"2020-07-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1786247","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47188252","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 : 2020-07-02DOI: 10.1080/15332969.2020.1786244
Wolfgang Messner
Abstract Global strategists suggest to deploy a value for money strategy both in emerging and developed markets. This study uses reviews from 24,926 airline passengers across 29 countries, and investigates in a multi-country context how value for money and service quality perceptions influence customer satisfaction. This study also advances strategic-fit research of value-for-money marketing strategies on an international level by theorizing and empirically investigating the moderating influence of a country’s economic condition and hedonic value orientation on customer satisfaction. The results clearly oppose an emerging versus developed world thinking.
{"title":"Value or Quality? Differences in Airlines’ Customer Satisfaction Strategies across National Markets","authors":"Wolfgang Messner","doi":"10.1080/15332969.2020.1786244","DOIUrl":"https://doi.org/10.1080/15332969.2020.1786244","url":null,"abstract":"Abstract Global strategists suggest to deploy a value for money strategy both in emerging and developed markets. This study uses reviews from 24,926 airline passengers across 29 countries, and investigates in a multi-country context how value for money and service quality perceptions influence customer satisfaction. This study also advances strategic-fit research of value-for-money marketing strategies on an international level by theorizing and empirically investigating the moderating influence of a country’s economic condition and hedonic value orientation on customer satisfaction. The results clearly oppose an emerging versus developed world thinking.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"205 - 235"},"PeriodicalIF":0.0,"publicationDate":"2020-07-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1786244","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47322826","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: 10.1080/15332969.2020.1742982
Amit Shankar, B. Datta, Charles Jebarajakirthy, S. Mukherjee
Abstract The purpose of this study is to explore the key dimensions of mobile banking (m-banking) service quality. Four qualitative methods (focus group, in-depth interviews, critical incident technique, and netnography) were used for data collection. Inductive content analysis and Pareto analysis were used to explore the key themes (dimensions). Results demonstrated that privacy and security, customer support, interactivity, efficiency, and content were the key dimensions. The findings of the study provide useful insights for developing a scale to measure m-banking service quality. Practically, the findings will help banks understand consumers’ expectations, and provide directions for providing quality m-banking services.
{"title":"Exploring Mobile Banking Service Quality: A Qualitative Approach","authors":"Amit Shankar, B. Datta, Charles Jebarajakirthy, S. Mukherjee","doi":"10.1080/15332969.2020.1742982","DOIUrl":"https://doi.org/10.1080/15332969.2020.1742982","url":null,"abstract":"Abstract The purpose of this study is to explore the key dimensions of mobile banking (m-banking) service quality. Four qualitative methods (focus group, in-depth interviews, critical incident technique, and netnography) were used for data collection. Inductive content analysis and Pareto analysis were used to explore the key themes (dimensions). Results demonstrated that privacy and security, customer support, interactivity, efficiency, and content were the key dimensions. The findings of the study provide useful insights for developing a scale to measure m-banking service quality. Practically, the findings will help banks understand consumers’ expectations, and provide directions for providing quality m-banking services.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"182 - 204"},"PeriodicalIF":0.0,"publicationDate":"2020-04-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1742982","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44831645","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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