Showing papers in "International Journal of Service Industry Management in 2004"
TL;DR: In this paper, the authors proposed a framework to increase researchers' understanding of consumers' attitudes toward online shopping and their intention to shop on the Internet, using the constructs of TAM as a basis, extended by exogenous factors and applying it to the online shopping context.
Abstract: While a large number of consumers in the US and Europe frequently shop on the Internet, research on what drives consumers to shop online has typically been fragmented. This paper therefore proposes a framework to increase researchers’ understanding of consumers’ attitudes toward online shopping and their intention to shop on the Internet. The framework uses the constructs of the Technology Acceptance Model (TAM) as a basis, extended by exogenous factors and applies it to the online shopping context. The review shows that attitudes toward online shopping and intention to shop online are not only affected by ease of use, usefulness, and enjoyment, but also by exogenous factors like consumer traits, situational factors, product characteristics, previous online shopping experiences, and trust in online shopping.
987 citations
TL;DR: In this paper, a four-dimensional conceptualization of the customer orientation of service personnel, consisting of employees' technical skills, social skills, motivation, and decision-making power, is presented.
Abstract: With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main determinant of service firms' success. Drawing on a deductively derived four‐dimensional conceptualization of the customer orientation of service personnel, consisting of employees' technical skills, social skills, motivation, and decision‐making power, a model of the impact employees' customer orientation has on key service marketing constructs is theoretically developed. The model is then empirically tested against a sample of 989 consumers for two service contexts (i.e. book/CD/DVD retailers and travel agencies), with the results providing support for most hypotheses. Implications of the findings for services and retail management are discussed.
631 citations
TL;DR: In this article, the authors examined how the three dimensions of fairness (distributive, procedural and interactional) influence consumers' attributional processes, their post-recovery satisfaction and behavioral responses (repatronage intent and negative word-of-mouth) in a service failure context that does not involve monetary costs to the consumer.
Abstract: This experimental study examined how the three dimensions of fairness (distributive, procedural and interactional) influence consumers' attributional processes, their post‐recovery satisfaction and behavioral responses (repatronage intent and negative word‐of‐mouth) in a service failure context that does not involve monetary costs to the consumer. Our results indicate that recovery outcomes (e.g. compensation), procedures (e.g. speed of recovery) and interactional treatment (e.g. apology) have a joint effect on post‐recovery satisfaction. Specifically, our findings suggest that compensation may not enhance satisfaction when the recovery process is well‐executed (an immediate response combined with an apology). Similarly, compensation failed to lessen dissatisfaction with a poor recovery process (a delayed response without apology). It thus seems that compensation is a poor substitute for a good recovery process. However, offering compensation was effective in increasing satisfaction in mixed‐bag recovery situations (delayed recovery with an apology, or immediate recovery without apology). Furthermore, we found that service recovery satisfaction acted as a full mediator between service recovery attributes (compensation, recovery speed and apology) and behavioral intentions (repurchase intent and negative WOM). Finally, our findings suggest that consumer attributions for stability and controllability for the failure vary across recovery efforts. Managerial implications for these findings are discussed.
626 citations
TL;DR: In this article, a field experiment was conducted in Sweden with end-user mobile phone services and consumers' service ideas were found to be more innovative, in terms of originality and user value, than those of professional service developers.
Abstract: New service development relies on the complex task of understanding and anticipating latent customer needs. To facilitate proactive learning about the customer, recent findings stress customer involvement in the development process and observations of customers in real action. This paper draws on theory from market and learning orientation in conjunction with a service‐centered model, and reviews the literature on customer involvement in innovation. A field experiment was conducted in Sweden with end‐user mobile phone services. The design departures from the nature of service that precepts value‐in‐use and by borrowing from relevant techniques within product innovation that supports learning in customer co‐creation. The experiment reveals that the consumers' service ideas are found to be more innovative, in terms of originality and user value, than those of professional service developers.
578 citations
TL;DR: In this article, the authors investigated the relationship between service quality and customer satisfaction within the setting of online securities brokerage services and found that primary service quality dimensions leading to online customer satisfaction are closely related to traditional services while key factors leading to dissatisfaction are tied to information systems quality.
Abstract: This exploratory research intends to extend our understanding of service quality and customer satisfaction within the setting of online securities brokerage services. Based upon conceptual frameworks from the areas of services marketing and information systems management, the authors uncovered 52 items across 16 major service quality dimensions by content analysis of 740 customer reviews. The results indicate that primary service quality dimensions leading to online customer satisfaction, with the exception of ease of use, are closely related to traditional services while key factors leading to dissatisfaction are tied to information systems quality. In addition, major drivers of satisfaction and dissatisfaction are identified at the sub‐dimensional level. Theoretical contribution and managerial implications of the findings are further discussed.
552 citations
TL;DR: The authors analyzes the effect that service company employee behavior has on customer perceptions of the quality of services received, and the consequent company performance, and proposes a model to test these relationships empirically.
Abstract: This work analyzes the effect that service company employee behavior has on customer perceptions of the quality of services received, and the consequent company performance. Organizational citizenship behavior has been recognized as relevant behavior of some employees, but its role regarding customer perceptions and company profitability remains unexplored. Beginning with a brief review of the conceptual background of organizational citizenship behavior, service quality, and its consequences, this paper proposes a model to test these relationships empirically. Some helpful recommendations for managing service companies are presented.
289 citations
TL;DR: In this paper, the authors explored the impact of interpersonal relationships on customer satisfaction and loyalty towards the firm based on a review of different streams of research, and empirically tested an original multi-level and multi-subject model.
Abstract: The focus on ongoing customer relationships is the most distinctive aspect of relationship marketing. To date we still have a poor understanding of the role played by interpersonal‐related factors in gaining and developing customer loyalty. This paper explores the impact of interpersonal relationships (both with a firm employee and with another customer) on customer satisfaction and loyalty towards the firm. Based on a review of different streams of research, the paper develops and empirically tests an original multi‐level and multi‐subject model. The findings show that customer‐to‐employee and customer‐to‐customer relationships contribute differently to the development of customer loyalty. Finally, the paper discusses managerial implications and directions for future research.
287 citations
250 citations
TL;DR: In this paper, the negative impact of service failures on customer loyalty was investigated and the moderating role of affective commitment on post-failure attitudes and loyalty intentions under two service failure conditions: a successful and poor service recovery.
Abstract: This purpose of this study was to investigate the negative impact of service failures on customer loyalty. More specifically, we examined the moderating role of affective commitment on post‐failure attitudes and loyalty intentions under two service failure conditions: a successful and poor service recovery. Our findings indicate that emotionally‐bonded customers might feel “betrayed” when a service failure occurs, thus resulting in sharp decrease in post‐recovery attitudes. Conversely, this negativity effect was limited to poor service recovery among consumers with low affective commitment. Customers with lower levels of emotional bonding with the service provider were more “forgiving” when the service recovery was effectively handled. Poor service recovery led to more ambivalent post‐failure attitudes irrespective of the degree of affective commitment between the customer and the service provider. Finally, the results suggest that affective commitment might reduce the spill‐over effects of service failures to future loyalty behaviors. The implications for retention management strategies are briefly discussed.
223 citations
TL;DR: In this article, the authors examined the relationship between customer participation and service providers' perceived workload and found that customer participation is positively related to service providers's perceived workload, which implies that it is inappropriate to decrease the number of service employees based on service designs that include customer participation.
Abstract: For service providers, whether customers can act the role of partial employees when participating in the service production and delivery process is a subject that has been receiving conflicting explanations and has not been analysed empirically. The purpose of this study is to examine the relationship between customer participation and service providers' perceived workload. Empirical results of survey data collected from 293 customer‐contact employees at 64 restaurants in Taiwan indicate that customer participation is positively related to service providers' perceived workload, which implies that it is inappropriate to decrease the number of service employees based on service designs that include customer participation. Implications of these findings for managing customer participation, as well as future research directions, are subsequently discussed.
213 citations
TL;DR: In this article, the authors propose a model that outlines the process through which expectations operate at the point of delivery and provide a framework for future investigations, focusing on service provider behavior and control of cues that may influence consumer expectations once they have entered the delivery system.
Abstract: Consumers of services have expectations about what they will receive from the delivery system. These expectations are beliefs about future events which, when compared with the perceived actual service delivered, are presumed to influence satisfaction and assessments of overall service quality. The purpose of this paper is to propose a model that outlines the process through which expectations operate at the point of delivery and provide a framework for future investigations. Implications for management practice focus on service provider behavior at the point of delivery and on control of cues that may influence consumer expectations once they have entered the delivery system. Directions for research include verification of model relationships and identification of specific types of cues that relate to attributes commonly considered in consumers’ judgements of service quality.
TL;DR: This paper investigated how three marketing-related sources of advantage (market orientation, new service development and brand investment) contribute to service firm performance by operationalising the sources-position-performance framework in a multi-sector sample of service organisations.
Abstract: This paper investigates how three marketing‐related sources of advantage – market orientation, new service development and brand investment – contribute to service firm performance by operationalising the sources‐position‐performance framework in a multi‐sector sample of service organisations. New service development and brand investment are found to contribute to the attainment of positional advantage and thence to performance. Market orientation, when considered in combination with these other sources, does not contribute directly to positional advantage and performance. Cost, brand and new service success positions are found to contribute to service firm performance.
TL;DR: In this paper, the authors explored the impact of two factors that are prominent in the service literature: customer participation and service expectation, and found that the participative roles adopted by customers in service specification and delivery and their pre-encounter service expectations influence how customers attribute the causes of service failure.
Abstract: This study explores the impact of two factors that are prominent in the service literature: customer participation and service expectation. Owing to the interactive nature of services, customers often participate in the co‐production of the service. In addition, customers normally enter into the service with certain expectations regarding the level of service they are likely to receive. The survey argues that the participative roles adopted by customers in service specification and delivery and their pre‐encounter service expectations influence how customers attribute the causes of service failure. Finally, the implications from the findings are discussed and directions for future research are provided. The effect of emotional response caused by a service failure on locus attributions remains to be further investigated.
TL;DR: In this article, the role of loyalty card programs in establishing loyalty towards a retail store was investigated and the impact of store satisfaction and these loyalty-card programs on store loyalty was tested empirically.
Abstract: In the service industry, loyalty cards represent an established phenomenon (e.g. hotel and airline industry). Developing this knowledge, the present study focuses on the role of loyalty‐card programs in establishing loyalty towards a retail store. The impact of store satisfaction and these loyalty‐card programs on store loyalty is tested empirically. Therefore, a survey was performed among 333 grocery store customers in Singapore and The Netherlands. The comparative findings demonstrate that these programs do indeed impact on attitudinal as well as behavioural store loyalty, as long as the number of alternative programs is limited and customers over time have not become accustomed to loyalty cards.
TL;DR: In this article, the authors highlight the complexity and nonlinearity of many of the proposed links, and the existence of reciprocity between certain variables, and synthesise the evidence in relation to the proposed link, also identify conceptual and methodological issues, unanswered questions and potential future research.
Abstract: Studies in services management from the different perspectives of marketing, operations, human resources and psychology support the existence of a variety of links between organisations and their customers The basic premise asserts that organisational characteristics and practices are linked to employee attitudes that are reflected in service quality outcomes, customer satisfaction and loyalty and, consequently, profit Empirical studies support many of these associations and streams of research link them into linear sequences However, the evidence is not unequivocal and this review challenges it by highlighting the complexity and non‐linearity of many of the proposed links, and the existence of reciprocity between certain variables In synthesising the evidence in relation to the proposed links, the paper also identifies conceptual and methodological issues, unanswered questions and potential future research
TL;DR: In this paper, the authors used a more realistic model that represents an on-going, multi-period scheduling environment where clients can be scheduled days or even weeks into the future.
Abstract: Time waiting for service is a major concern for consumers, and excessive waiting for a pre‐scheduled appointment is especially annoying. This is an on‐going problem because appointment scheduling is a challenging task, mainly due to the uncertainties associated with service times. Prior studies have focused mainly on a single scheduling period (i.e. either a morning or afternoon); this paper uses a more realistic model that represents an on‐going, multi‐period scheduling environment where clients can be scheduled days or even weeks into the future. Two main objectives will be considered; the best scheduling rule to use in a multi‐period environment, and the best placement of appointment slots that are left open for urgent clients. Both of these have been studied in a single period environment, and results here will be compared to those. It will be shown that in some cases earlier findings from the one‐period environment are robust and perform well in a multi‐period environment, while in other cases the one‐period findings do not apply.
TL;DR: In this paper, the authors investigated self-service technology (SST) encounters among Canadian B2B (business-to-business) customers and provided an understanding of key determinants of satisfaction and dissatisfaction, and explored issues relating to service recovery in case of SST failure and effects of favorable/ unfavorable SST encounters on business relationships.
Abstract: This paper investigates self‐service technology (SST) encounters among Canadian B2B (business‐to‐business) customers It provides an understanding of key determinants of satisfaction and dissatisfaction This research also explores issues relating to service recovery in case of SST failure and effects of favorable/ unfavorable SST encounters on business relationships The study finds that B2B customers experience satisfaction from different sources as compared to B2C customers These sources include speed, process efficiency and cost savings Service recovery has been found to be a critical problem with regards to SST
TL;DR: In this article, a field study demonstrated that the personal control-crowding relationships depend on the individual's crowding experience and the nature of personal control, and that personal control is significant in coping with crowding.
Abstract: To provide high quality services under conditions of crowding, it is important to understand the relationships between crowding and personal control. Indeed, in recent years, there has been growing belief that personal control is significant in coping with crowding. However, most studies have been of limited theoretical and practical value because they did not provide an integrated conceptualization of crowding. The results of a field study demonstrate that the personal control‐crowding relationships depend on the individual's crowding experience and the nature of personal control.
TL;DR: In this article, a conceptual framework has been developed for service delivery negotiation process based on review of literature and analysis of results from a survey conducted to study the existing approaches being practiced by the industrial organizations to negotiate a service contract.
Abstract: As industrial products are becoming more advanced and complex, the role of supporting services needed to exploit a product's function to an agreeable performance is becoming increasingly important. To achieve the best performance, industrial customers are entering into service contracts with the original equipment manufacturers (OEM) or independent service providers. This, in turn essentially involves service contract negotiation between OEM/service provider and the client. If such contracts are not negotiated carefully, it may lead to conflict and poor system performance. To achieve a win‐win situation for both parties, aspects such as what services to deliver, who is to deliver them, how they are to be delivered and received, and at which performance level, need to be considered in the negotiation process and agreed upon by both the provider and the client. A conceptual framework has been developed for service delivery negotiation process based on review of literature and analysis of results from a survey conducted to study the existing approaches being practiced by the industrial organizations to negotiate a service contract.
TL;DR: In this paper, the authors evaluate whether services firms form a homogeneous body when applying managerial flexibility as compared to manufacturing firms and find that a good fit between real and required operational flexibility has a more positive influence on business performance in service firms than in the manufacturing sector.
Abstract: The research attempts to evaluate whether services firms form a homogeneous body when applying managerial flexibility as compared to manufacturing firms. The paper examines the differential effects that exist regarding performance when faced with divergences in the levels of fit between the firm's real flexibility and that required by the environment on a strategic, structural and operational level. The hypotheses are tested using data from 417 European firms. The results show that a good fit between real and required operational flexibility has a more positive influence on business performance in service firms than in the manufacturing sector. Service firms, in the day‐to‐day context should have the capacity to change rapidly when successful operational practices in their adjacent environment change.
TL;DR: In this article, the role of intrapreneurs in implementing franchising decisions in an international hotel group was investigated and found that human factors play an important role in the expansion process and, in a culturally diverse context, franchising is very much the concern of the development directors who provide the attributes of intrareneurs externally in the market.
Abstract: This paper fills a gap in the research undertaken into the role of intrapreneurs in the international franchise process of an organisation. The intrapreneurial role of organisational members in implementing franchising decisions in an international hotel group was investigated. Semi‐structured interviews, observations and document analysis were used as the data collection techniques. Findings suggest that human factors play an important role in the expansion process and, in a culturally diverse context, franchising is very much the concern of the development directors who provide the attributes of intrapreneurs externally in the market.
TL;DR: A comprehensive model of commitment in the context of consumer-retailer relationships is developed in this paper, which gives a careful description and theoretical justification of the different dimensions, which compose this construct.
Abstract: A comprehensive model of commitment in the context of consumer‐retailer relationships is developed in this study. It gives a careful description and theoretical justification of the different dimensions, which compose this construct. To check the reliability and validity of the scale of measurement proposed, the generation and purification of the measurement items is subjected to a rigorous process, aiming at testing the higher‐order structural model proposed in this paper. According to this model, commitment is composed of five final dimensions. The results confirm the outlined structure previously indicated in this study, obtaining a reliable and valid scale. Theoretical and managerial implications, limitations and future research directions are also discussed.
TL;DR: In this paper, monetary rewards in businesses that combine technical and functional aspects of service are examined. And tipping is explained as a reward for the two service dimensions. But, the authors do not consider the relationship between technical elements and functional elements.
Abstract: Examines monetary rewards in businesses that combine technical and functional aspects of service. Focusing on the restaurant industry, develops a framework that explains tipping as a reward for the two service dimensions. The technical elements of service are rewarded by dollar tip and the functional elements of service are rewarded by percent tip. An overlap between technical and functional elements results in a conflict between dollar tip and percent tip and, it is suggested, result in a magnitude effect. The framework was tested empirically in a sample of restaurants. The findings indicated that customers' evaluation of the service interaction can be summarized by four main components. Multiple regressions provide initial support to the framework, tying the technical elements to dollar tip and functional elements to percent tip.
TL;DR: In this paper, the authors present a new approach to bundling for both the marketing of services and relationship marketing, and demonstrate that collaborative relationship bundling can constitute the strategic core of a company; at least if the firm's primary goal is to maximize the opportunities of attracting valuable customers within competitive markets.
Abstract: This article proposes a new approach to bundling for both the marketing of services and relationship marketing. Reviews the literature on both bundling and relationship marketing and puts forward a new theoretical approach. Uses the case method as a means of defending the argument and justifies its use in this specific research project. Demonstrates that collaborative relationship bundling can constitute the strategic core of a company; at least, if the firm's primary goal is to maximise the opportunities of attracting valuable customers within competitive markets. Research bears out some results from previous studies, while it finds other results to be questionable. Shows that the strategic implications of bundling are only partially explained in terms of a price or product focus, which was what previous research had concentrated on. A specific price bundle can have more strategic implications than a different specific product bundle, due to the associative power of bundling and its interactive capacity. As an essential part of this approach, a company must define bundling through an in‐depth appraisal of the actual contextual experience of the customer, rather than focusing solely on reservation prices, which is where previous literature had laid its main emphasis. Calculates the lifetime value of the average customer attracted through bundling as compared to that of the average customer in the sector studied, and thus is able to demonstrate that the customer attracted through bundling is of greater value. The case method provides an in‐depth explanation but the results it provides may not necessarily be generalised into other contexts. Develops therefore a model to identify the factors that explain the success registered in the case selected for analysis. Puts forward 11 propositions suitable for comparative application in other contexts.
TL;DR: Zemke et al. as discussed by the authors present 24 ways to keep customers when the competition is just a click away, e.g., e-service, e-mail, phone call, etc.
Abstract: Bespreking van: R. Zemke,E-service: 24 ways to keep your customers - When the competition is just a click away New York:AMACOM ,2001 0814406068
TL;DR: In this article, a simulation study is used to produce general recommendations for the problem's solution in practice, which are then used to generate general recommendations to solve the problem in practice.
Abstract: Numerous services involve the processing of individual customer cases. These cases require a service provider to accomplish several tasks, many of which involve precedence relationships and sequence‐dependent setup times. In addition, time lags may be required between certain tasks to permit processing external to the service provider. Finally, satisfaction of customer demand is typically constrained by the availability of the service provider, who seeks to accomplish tasks with an eye toward several dynamic objectives. This problem, designated the service case scheduling problem, is logically described in terms of its objectives, constraints, and characteristics. A simulation study is then used to produce general recommendations for the problem's solution in practice.
TL;DR: Schmidt, Gordon Adler and Els van Weering Chichester:John Wiley & Sons Ltd,2003 as discussed by the authors, ISBN 978-1-7264-1]...
Abstract: Bespreking van: ,Winning at Service: Lessons from Service Leaders by Waldermar Schmidt, Gordon Adler and Els van Weering Chichester:John Wiley & Sons Ltd ,2003