资源节约理论解读共毁售后服务遭遇

Q3 Business, Management and Accounting Services Marketing Quarterly Pub Date : 2023-07-30 DOI:10.1080/15332969.2023.2241000

Ebru Kuzgun, Gülden Asugman, M. Alvarez

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引用次数: 0

摘要

摘要本研究从资源节约理论和服务主导逻辑的角度考察了消费者对售后服务的协同破坏体验。研究分两个阶段进行。首先，通过从公众投诉网站和三次焦点小组访谈中收集的数据，分析消费者关于共毁AS体验的故事，进行了一项定性研究。其次，对通过调查收集的207个消费者反应对所提出的模型进行了实证检验。研究结果揭示了消费者的二次损失在经历共同破坏的AS交互后导致低AS满意度或惩罚性行为的不同路径。

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Conservation of Resources Theory Interpretation of Co-Destructed After-sales Service Encounters

Abstract The current study investigates the consumers’ co-destructed experiences with after-sales services (AS) through the lens of Conservation of Resources (COR) theory and Service Dominant Logic. The research is carried out in two phases. First, a qualitative study is conducted by analyzing consumer stories about co-destructed AS experiences with data collected from a public complaint website and three focus group interviews. Second, the proposed model is empirically tested on 207 consumer responses collected through a survey. The results reveal different paths on which consumers’ secondary losses either lead to low AS satisfaction or punitive behaviors after experiencing a co-destructed AS interaction.

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.