Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty
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TLDR
In this paper, the authors developed an integrated framework to analyse the roles of standardization and customization on service quality, and found that integration of standardisation and customization of service offerings is critical for improved service quality.About:
This article is published in Journal of Retailing and Consumer Services.The article was published on 2017-03-01 and is currently open access. It has received 293 citations till now. The article focuses on the topics: Service quality & Loyalty business model.read more
Citations
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What determines success of an e-government service? Validation of an integrative model of e-filing continuance usage
TL;DR: Extension and validation of the ECM and IS Success model suggest that citizens' continuance usage intention of e-filing is influenced by system quality, user satisfaction and habit.
Journal ArticleDOI
Role of motivations for luxury cruise traveling, satisfaction, and involvement in building traveler loyalty
Heesup Han,Sunghyup Sean Hyun +1 more
TL;DR: In this article, the authors attempted to test the relationship between cruise travel motivations and satisfaction, and to identify the impact of such association on traveler loyalty by considering the moderating effect of traveler involvement.
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What Drives Customer Satisfaction, Loyalty, and Happiness in Fast-Food Restaurants in China? Perceived Price, Service Quality, Food Quality, Physical Environment Quality, and the Moderating Role of Gender
Yongping Zhong,Hee-Cheol Moon +1 more
TL;DR: It is indicated that customers’ perceptions of food quality based on price and satisfaction levels based on service quality differ significantly between the genders, which demonstrated that gender moderation exists in food consumption.
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Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction
TL;DR: In this paper, service quality has been a topic of extensive inquiry for decades that has emerged now in form of self-service technology (SST) which has profound effects on the way customers interact with firms.
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Do Frontline Employees Cope Effectively with Abusive Supervision and Customer Incivility? Testing the Effect of Employee Resilience
TL;DR: In this article, the authors examined multiple workplace interpersonal stressors experienced by frontline employees and found that abusive supervision and customer incivility positively relate to emotional exhaustion and indirectly affect service performance and the capacity to satisfy customers.
References
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Statistical Power Analysis for the Behavioral Sciences
TL;DR: The concepts of power analysis are discussed in this paper, where Chi-square Tests for Goodness of Fit and Contingency Tables, t-Test for Means, and Sign Test are used.
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TL;DR: The Second Edition of this practical guide to partial least squares structural equation modeling is designed to be easily understood by those with limited statistical and mathematical training who want to pursue research opportunities in new ways.
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The behavioral consequences of service quality
TL;DR: In this article, the authors show that service quality relates to retention of customers at the aggregate level, as other research has indicated, and evidence of its impact on customers' behavioral responses should be detectable.
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Satisfaction: A Behavioral Perspective On The Consumer
TL;DR: Satisfaction: Satisfaction is defined as "the object of desire" as mentioned in this paper, and it is defined by attributes, features, and dimensions of a person's attributes and dimensions.
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Marketing Research: An Applied Orientation
TL;DR: The content of this 3rd edition marketing research textbook is practical and up to date and is based on an applied and managerially focused approach.
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