计量经济分析 = Econometric analysis

The authors develop a framework for understanding the behaviors and practices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into value and loyalty in relational exchanges. The proposed framework (1) uses a multidimensional conceptualization for the trustworthiness construct; (2) incorporates two distinct facets of consumer trust, namely, frontline employees and management policies and practices; and (3) specifies value as a key mediator of the trust–loyalty relationship. The authors test the proposed model using data from two service contexts—retail clothing (N = 264) and nonbusiness airline travel (N = 113). The results support a tripartite view of trustworthiness evaluations along operational competence, operational benevolence, and problem-solving orientation dimensions. Moreover, the authors find evidence of contingent asymmetric relationships between trustworthiness dimensions and consumer trust. For frontline employees, benevolent b...

Consumer Trust, Value, and Loyalty in Relational Exchanges:

Through qualitative and empirical research, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.

https://www.jstor.org/stable/pdf/3203465.pdf

Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach:

Self-service technologies (SSTs) are increasingly changing the way customers interact with firms to create service outcomes. Given that the emphasis in the academic literature has focused almost exclusively on the interpersonal dynamics of service encounters, there is much to be learned about customer interactions with technology-based self-service delivery options. In this research, the authors describe the results of a critical incident study based on more than 800 incidents involving SSTs solicited from customers through a Web-based survey. The authors categorize these incidents to discern the sources of satisfaction and dissatisfaction with SSTs. The authors present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions, which is followed by implications for managers and researchers.

/pdf/self-service-technologies-understanding-customer-35kd0svba9.pdf

Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Brand experience is conceptualized as sensations, feelings, cognitions, and behavioral responses evoked by brand-related stimuli that are part of a brand's design and identity, packaging, communications, and environments. The authors distinguish several experience dimensions and construct a brand experience scale that includes four dimensions: sensory, affective, intellectual, and behavioral. In six studies, the authors show that the scale is reliable, valid, and distinct from other brand measures, including brand evaluations, brand involvement, brand attachment, customer delight, and brand personality. Moreover, brand experience affects consumer satisfaction and loyalty directly and indirectly through brand personality associations.

https://papers.ssrn.com/sol3/Delivery.cfm/SSRN_ID1960358_code1671431.pdf?abstractid=1960358&mirid=4

Brand Experience: What is it? How is it Measured? Does it Affect Loyalty?

Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully...

https://www.jstor.org/stable/pdfplus/1252161.pdf

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing:

Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully with service failures or the impact of complaint handling strategies. In this study, the authors find that a majority of complaining customers were dissatisfied with recent complaint handling experiences. Using justice theory, the authors also demonstrate that customers evaluate complaint incidents in terms of the outcomes they receive, the procedures used to arrive at the outcomes, and the nature of the interpersonal treatment during the process. In turn, the authors develop and test competing hypotheses regarding the interplay between satisfaction with complaint handling and prior experience in shaping customer trust and commitment. The results support a quasi "brand equity" perspective—whereas satisfaction with complaint handling has a direct impact on trust and commitment, prior positive experiences mitigate, to a limited extent, the effects of poor complaint handling. Implications for managers and scholars are discussed.

Customer Evaluations of Service Compiaint Experiences: Impiications for Reiationship Marketing

The effects of distributive, procedural, and interactional justice on postcomplaint behavior

Effective service recovery is vital to maintaining customer and employee satisfaction and loyalty, which contribute significantly to a company's revenues and profitability. Yet most customers are dissatisfied with the way companies resolve their complaints, and most companies do not take advantage of the learning opportunities afforded by service failures. The authors provide a research-based approach for helping managers develop a comprehensive service recovery system. 

To encourage dissatisfied customers to complain, leading firms set performance standards, often through the use of guarantees; communicate the importance of recovery to employees; train customers in how to complain; and use technological support offered through customer call centers and the Internet. In resolving problems, companies need to focus on providing fair outcomes, procedures, and interactions. Successful companies develop hiring criteria and training programs that take into account employees' service-recovery role, develop guidelines for service recovery, are easily accessible to customers, and use the information in customer databases to solve problems.

Firms promote organizational learning by documenting and classifying complaints; useful methods include creating internal complaint forms, accessing complaints made to front-line employees, and categorizing customers who complain. Finally, companies need to generate additional information on service quality, disseminate it to those responsible for implementing improvements, and identify those process improvements that will have the greatest impact on profitability.

Customer conflicts are inevitable. A powerful service-recovery strategy can turn these conflicts into opportunities to improve performance and raise profitability.

Recovering and Learning from Service Failure

Evidence reveals that many customers who state that they are satisfied with a service provider nevertheless defect. In this article, the authors focus on identifying which customers are vulnerable to defection despite their stated high levels of satisfaction. Building on the recently developed Judgment Uncertainty and Magnitude Parameters (JUMP) model, the authors decompose customers' stated satisfaction into two related but independent facets—satisfaction level and satisfaction strength—and then examine the role of satisfaction strength in the translation of satisfaction into loyalty. Using data from an ongoing customer satisfaction tracking study being conducted by a large U.S.-based service organization, Study 1 examines the role of satisfaction strength in shaping the satisfaction–loyalty link in a business-to-business setting. Study 2, a conceptual replication in a business-to-consumer context, examines the hypothesized relationships in a service failure/recovery situation. The studies stron...

/pdf/satisfaction-strength-and-customer-loyalty-35g82jtx6j.pdf

Stephen S. Tax

Papers

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing:

Customer Evaluations of Service Compiaint Experiences: Impiications for Reiationship Marketing

The effects of distributive, procedural, and interactional justice on postcomplaint behavior

Recovering and Learning from Service Failure

Satisfaction Strength and Customer Loyalty