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1.
Researchers and service providers have realized that a disproportionate share of a firm’s sales and profits come from a relatively
small number of loyal customers that repeatedly purchase the firm’s services. In many service settings, such as health care,
repeated interactions between the service provider and the client are necessary for service delivery. While service quality
is certainly important, it is also important that customers’ perceptions of perceived risk are taken into account and that
customers perceive a degree of control over the services provided. We develop a conceptual model of linkages between the physical
environment of the service, perceived control over the service and service quality and, demonstrate through two empirical
studies, how these factors affect perceived risk and post-purchase behavioral intentions. Both studies were conducted in health
care settings. In the first study, we collected data using a mail survey of 192 patients after their treatment from a regional
hospital. In the second study, survey data were collected from 101 patients of a specialized clinic providing alternative
therapies within a major hospital. Our results provide confirmation that the favorable physical environment of the service
setting enhances perceived control and perceptions of service quality. Moreover, perceived control and perceived quality of
the service provider reduces post-purchase perceived risk. Finally, post-purchase perceived risk reduces behavioral intentions,
while perceived quality of the service provider enhances behavioral intentions.
Authors contributed equally to the research. 相似文献
2.
In this study, we examine the stability of evaluations and relative importance weights in linear compensatory service performance
evaluations when customers are delayed. We postulate that even within one specific service, a consumer’s evaluation model
may differ depending on the service experience. In an empirical study comparing delayed and nondelayed airline passengers,
we found that evaluations of punctuality and overall service quality differed between those experiencing a delay and those
who did not. More significantly, the delay also affected other service attribute evaluations and the relative importance of
the various service attributes in the prediction of overall service evaluation. Preliminary explanations for these results,
based on attribute salience and mood research, are discussed.
She received her Ph.D. from the University of British Columbia.
He received his Ph.D. from the University of Western Ontario. 相似文献
3.
The constructs of perceived control and convenience have been identified in previous qualitative studies of self-service technology
(SST) use as important factors; yet empirically their effects are relatively unknown. Based on the theory of planned behavior,
this study explores how control and convenience perceptions influence customers’ utilitarian (speed of transaction) and hedonic
(exploration) motivations for using an SST. In addition, we explore how trust in a service provider influences customers’
future SST intentions. Two studies were undertaken to assess both users and nonusers’ evaluations of an SST. The results revealed
that perceived control and convenience do impact the intentions of customers to use an SST in the future; however, their impact
was mediated through the constructs of speed of transaction, exploration, and trust. Increased control and convenience perceptions
influenced exploration, trust and speed evaluations, which in turn were associated with stronger perceived value, higher SST
satisfaction judgments, and increased SST usage intentions. Managerial implications stemming from the empirical findings are
discussed along with directions for future research. 相似文献
4.
This article develops and tests a comprehensive model of customer revenge that contributes to the literature in three manners.
First, we identify the key role played by the customer’s perception of a firm’s greed—that is, an inferred negative motive
about a firm’s opportunistic intent—that dangerously energizes customer revenge. Perceived greed is found as the most influential
cognition that leads to a customer desire for revenge, even after accounting for well studied cognitions (i.e., fairness and
blame) in the service literature. Second, we make a critical distinction between direct and indirect acts of revenge because
these sets of behaviors have different repercussions—in “face-to-face” vs. “behind a firm’s back”—that call for different
interventions. Third, our extended model specifies the role of customer perceived power in predicting these types of behaviors.
We find that power is instrumental—both as main and moderation effects—only in the case of direct acts of revenge (i.e., aggression
and vindictive complaining). Power does not influence indirect revenge, however. Our model is tested with two field studies:
(1) a study examining online public complaining, and (2) a multi-stage study performed after a service failure. 相似文献
5.
This study proposes a conceptual model for customer experience quality and its impact on customer relationship outcomes. Customer
experience is conceptualized as the customer’s subjective response to the holistic direct and indirect encounter with the
firm, and customer experience quality as its perceived excellence or superiority. Using the repertory grid technique in 40
interviews in B2B and B2C contexts, the authors find that customer experience quality is judged with respect to its contribution
to value-in-use, and hence propose that value-in-use mediates between experience quality and relationship outcomes. Experience
quality includes evaluations not just of the firm’s products and services but also of peer-to-peer and complementary supplier
encounters. In assessing experience quality in B2B contexts, customers place a greater emphasis on firm practices that focus
on understanding and delivering value-in-use than is generally the case in B2C contexts. Implications for practitioners’ customer
insight processes and future research directions are suggested. 相似文献
6.
Relationship marketing research and practice operate according to the paradigm that firms should invest in relationship marketing
to build better relationships, which will generate improved financial performance. However, findings that relationship marketing
efforts vary in their effectiveness across customers and may even be detrimental to performance challenge this belief. This
article, therefore, offers a theoretical model that addresses three key issues: 1) what factors determine a customer’s need
for relational governance (relationship orientation); 2) what mediating mechanism captures the negative effects of relationship
marketing on performance (exchange inefficiency); and 3) how does a customer’s relationship orientation determine the effectiveness
of relationship marketing, thus allowing for effective segmentation. The authors demonstrate in an empirical study that the
trust in the salesperson and exchange inefficiency both mediate the effect of relationship marketing on seller financial outcomes.
In addition, customers’ relationship orientation moderates the impact of relationship marketing on both trust and exchange
inefficiency. 相似文献
7.
Literature on empowerment as an internal marketing practice primarily documents positive effects on employees’ job performance,
though increasing evidence suggests conflicting viewpoints. This study adopts an agency theoretical perspective to propose
a workload mechanism, according to which the delegation of power from supervisors (principals) to service employees (agents)
(i.e., servicing empowerment) is costly to employees and increases their perceived workload, which hampers their performance
to serve customers. Using a laboratory experiment and a survey, this research reveals that the perceived workload and extant
motivational mechanisms have conflicting effects on employees’ service performance. The former exerts a significant negative
impact on tasks that involve conflicting principal-agent interests (e.g., handling customer complaints) but not on tasks with
aligned principal-agent interests (e.g., organizational citizenship behaviors). Two control systems, performance appraisal
(accurate and infrequent feedback) and principal-agent service goal congruence, mitigate the dysfunctional effect of perceived
workload on employees’ service performance. 相似文献
8.
The management of buyers’ perceptions of waiting time by service businesses may be critical to customer satisfaction. Although
reducing actual waiting time is important, what managers view as a short time to wait may feel too long to customers. Relevant
literature from architecture, environmental psychology, psychology, physiology, operations management, sociology, and marketing
is integrated to build a conceptual model of how the service environment may influence affect and, in turn, waiting time perception.
Based on this model, propositions about how specific service environment elements (e.g., lighting, color, temperature) may
influence affect and time perception are presented. Finally, a research agenda and implications for service facility design
are proposed.
She received her Ph.D. from Texas A&M University. Her areas of interest include the retail/service environment, internal marketing,
and service quality. She has published articles in the Journal of the Academy of Marketing Science, Journal of Retailing, and International Journal of Research in Marketing, among others.
She received her Ph.D. from the University of Texas at Arlington. She formerly was in sales and marketing planning at IBM,
where she was involved in bringing numerous products to market. 相似文献
9.
This paper investigates the dynamic impact of multiple sequential emotional displays by employees on customers’ negative emotions.
Using video-based stimuli to manipulate emotional displays by employees, this study shows the sequential occurrences of negative
and positive emotional contagions in service failure and recovery encounters. The results suggest that higher levels of employees’
negative emotional displays lead to a greater increase in customers’ negative emotions through the process of negative emotional
contagion during service failure. More importantly, we find that positive emotional displays by employees can decrease customers’
negative emotions through the process of positive emotional contagion during service recovery, i.e., higher levels of employee
positive emotional displays lead to a greater decrease in customers’ negative emotions. In addition, no matter whether customers
experience higher or lower levels of employee positive emotional displays during service recovery, their final negative emotions
cannot fully return to their emotional levels prior to service failure. However, for customers experiencing higher levels
of employee positive emotional displays, their final negative emotions can be greatly mitigated and are closer to their initial
emotional levels, as compared to customers experiencing lower levels of employee positive emotional displays. The results
further indicate that susceptibility to emotional contagion increases the effect of employees’ negative (positive) emotional
displays on customers’ negative emotions during service failure (recovery). The findings of this study suggest that service
firms should provide effective training to their frontline service employees so that they can display proper positive emotions
during service encounters. 相似文献
10.
Relationship maintenance (customer retention and exclusivity) and development (increased service usage and cross-buying) are top priorities in Customer Relationship Management. This paper
examines how service companies can effectively influence customer patronage behaviors by leveraging overall customer satisfaction,
trust and relationship commitment. Using a longitudinal design over a two-year period, we merge survey metrics with actual
patronage behaviors taken from a bank’s database. We show that relationship commitment just enhances retention and exclusivity
while trust directly influences service usage and cross-buying. As a consequence, trust appears to be highly critical for
service relationship development and company profits. Furthermore, trust and relationship commitment mediate the entire impact
of satisfaction which appears as a necessary but not sufficient condition for relationship maintenance and development. Satisfaction,
and more generally service evaluations, must be efficiently converted into trust and relationship commitment before providing business results. Finally, we establish the temporal antecedence
and the predictive power of trust and relationship commitment. Relationship commitment in year t predicts the number of service
providers in year t + 1 (exclusivity vs. polygamy), while trust in year t predicts the number of bank products (cross-buying)
as well as the service usage level in year t + 1. We then discuss managerial implications for customer relationship maintenance
and development. 相似文献
11.
This research shows that the perceived difficulty of manufacturing a product influences consumers’ perceptions of the firm’s
other products. In three experiments (with 152 participants in Study 1, 86 in Study 2, and 91 in Study 3), participants received
information about the quality of a firm’s product and then inferred the quality of another product from the firm. When participants
believed that the initial product was relatively more difficult to manufacture than the second product, they inferred that
the second product would be high in quality. However, when participants believed that the initial product was relatively easy
to manufacture, they inferred that the second product would be low in quality. These effects occurred when perceived difficulty
of manufacture was manipulated (Study 2) and occurred regardless of whether both products had dissimilar product benefits
(Study 1) or whether brand names were present (Study 3).
Allison R. Johnson and Valerie S. Folkes contributed equally to this article. 相似文献
12.
Database marketers often use a scoring model to predict the likely value of contacting customers based on their purchase histories
and demographics. However, when purchase history has been a partial result of the firm’s own contacting efforts, these contacts
should also be accounted for in the scoring model. The current work extends the existing literature to account for the firm’s
contacts by focusing on each customer’s most recent purchase. Contacts prior to that purchase are designated “prior contacts”
and those after that purchase “recent contacts.” A new latent variables formulation of the customer’s propensity to respond
is used to predict the likelihood and time of response as well as the relationship to the independent variables. The methodology
also addresses the statistical problems of “selection bias” and “endogeneity,” which have been largely ignored in most customer
scoring models. An application to the database of a charitable organization confirms that, in this case: (1) the effect of
the firm’s customer contact efforts is associated with a stronger propensity to respond than is the case for the included
demographics; (2) the firm’s “recent contact” efforts are associated with larger returns in customers’ propensity to respond
than the “prior contact” efforts; and (3) the “recent contact” efforts are associated with an at-first increasing but then
diminishing propensity to respond up to a point beyond which actual decreasing returns are observed with further contacts.
Clearly, too much contacting can alienate would-be donors. The proposed model is general enough to calibrate such impacts
in other database marketing applications where the relative effects might be different.
相似文献
13.
Providers of professional services have recently awakened to consumer challenges, competition and the realities of marketing.
Looking at the expectations and experiences of providers and consumers can provide special insight into the services evaluation
process and perceived service quality. By evaluating both professionals’ and consumers’ perspectives, differences in perceptions
can be identified and characterized. Inconsistencies in perceptions between two parties to an exchange may result in dissatisfaction,
while positive consistencies in these assessments aid in building on-going relationships. 相似文献
14.
Although research into the determinants of service provider switching has grown in recent years, the focus has been predominantly
on transactional, not relational, variables. In this research, the authors address the role of consumer commitment on consumers’
intentions to switch. Drawing from the organizational behavior literature, they build on previous service switching research
by developing a switching model that includes a three-component conceptualization of customer commitment. Structural equation
modeling is used to test the model based on data from a survey of 356 auto repair service customers. The authors’ results
support the notion that customer commitment affects intentions to switch service providers and that the psychological states
underlying that commitment may differ. As such, future marketing research should consider these different forms of commitment
in understanding customer retention. The implications of this model for theory and practice are discussed.
Havir S. Bansal (hbansal@wlu.ca) is an associate professor of marketing at Wilfrid Laurier University. He earned his Ph.D. from Queen’s University
in 1997. His research interests are focused in the area of services marketing with emphasis on cuctomer switching behavior,
word-of-mouth processes in services, and tourism. His research has been published in the Journal of Service Research, the Journal of Quality Management, and Psychology and Marketing and has publications forthcoming in the Journal of Services Marketing and Touris Management. He has also presented at and published articles in the proceedings of various national and international conferences.
P. Gregory Irving (girving@wlu.ca) is an associate professor of organizational behavior at Wilfrid Laurier University. He received his Ph.D.
in industrial/organizational psychology from the University of Western Ontario. His research interests included commitment
and work-related attitudes, psychological contracts, and organizational recruitment and socialization. His research has appeared
in a variety of journal including the Journal of Applied Psychology, Personnel Psychology, the Journal of Organizational Behavior, the Journal of Management, Human Performance, and Basic and Applied Social Psychology.
Shirley F. Taylor (Ph.D., University of British Columbia) (staylor@business.queensu.ca) is an associate professor in the School of Business
at Queen’s University, where she teaches and conducts research in the area of services marketing. Her research interests include
service provider loyalty and switching, customer commitment, and perceptions management of service delays. Her work has been
published in the Journal of the Academy of Marketing Science, the Journal of Marketing, Psychology & Marketing, the Journal of Service Research, the International Journal of Research in Marketing, and the Journal of Public Policy and Marketing. She currently serves on the editorial boards of the Journal of the Academy of Marketing Science, the Journal of Business Research, and the Canadian Journal of Administrative Sciences. 相似文献
15.
Self-service technologies (SSTs), such as in-store kiosks, are increasingly prevalent and becoming a critical component of
marketing. Researchers and practitioners alike have recognized the need to understand the effectiveness of these computer-based
innovations for self-services—in particular, how to strengthen customers’ perceived control over and evaluations of SSTs.
Drawing on the resource-matching theory and the technology-based services and self-services literature, the authors hypothesize
the interactive effects of two SST design features—namely, comparative information and interactivity—on customers’ perceived
control and interface evaluations. The authors then propose that the interaction pattern is further moderated by two individual
traits: prior experience and technology readiness. The hypotheses are tested in two separate computer-based experiments with
representative samples of the general U.S. population in a shopping environment. The findings support the hypotheses, enhancing
knowledge in this emerging domain and providing important implications for managers and researchers.
相似文献
16.
As customers have demanded greater convenience in service exchanges, researchers have responded by incorporating the convenience
construct into their conceptual models and empirical studies, but a comprehensive, formally validated measure of convenience
remains lacking. This study conceptualizes service convenience as a second-order, five-dimensional construct that reflects
consumers’ perceived time and effort in purchasing or using a service. Service convenience dimensions are salient at different
stages of the purchase decision process. Given this conceptualization, the study presents the development and validation of
the SERVCON scale, a comprehensive instrument for measuring service convenience. The five dimensions are independent within
a nomological network that illustrates distinct antecedent and consequent effects, and the results reinforce the multidimensional
representation, offering insight into the distinctive relationships between each service convenience dimension and its antecedents,
such as competitive intensity, and consequences, such as repurchase behavior. The findings help researchers and managers understand
a fully conceptualized convenience construct and facilitate the measurement of convenience in future empirical studies. 相似文献
17.
This article is a tribute to the late Richard Normann, whose call for a “service logic” (Normann, Reframing Business: When
the Map Changes the Landscape, Wiley, Chichester, p. 99, 2001) both parallels and enriches service-dominant (S-D) logic (Vargo
and Lusch, J. Mark, 68:1–17, 2004a). Like Vargo and Lusch, Normann shifted the focus of the offering from an output to a process of value creation and perceived the firm as an organizer of this process, with the customer as a co-producer, rather than a receiver of value. He also argued that offerings are “frozen knowledge,” similar to Vargo
and Lusch’s contention that the basis of exchange is applied operant resources (service) and suggested that the ‘dematerialization’
of resources increases their ‘liquidity’, which allows increased “density” for value creation. Thus, he suggested that firms
need to “ reframe business”—rethink the logic of value creation—to reveal opportunities in reconfiguring the value constellations of which they are part. This tribute explores these and other similarities and differences between Normann’s work and the
evolving S-D logic. 相似文献
18.
For many professional services, advice adherence is a necessary condition for achieving service success for both customers and service providers. Despite their pivotal roles in value co-creation, typical conversational interactions often lead to low adherence. We propose that enabling a “dominance transition,” from provider dominance in the pre-advice stage to customer dominance in the post-advice stage, enhances advice adherence because it increases customers’ perceived common ground. Furthermore, providers’ consultation focus, customers’ prior knowledge, and customers’ perceived adherence effort moderate this process. Using mixed methods, including both empirical modeling and controlled and field experiments, we validate the proposed model in various contexts (healthcare, financial services, and fitness and wellness counseling). The findings establish several theoretical contributions and offer managerial implications for improving advice adherence by managing dominance transitions in conversational interactions more effectively through training service providers or even programming AI chatbots. 相似文献
19.
Consumers often have the opportunity to observe the service encounters of other consumers. Previous research indicates that observers tend to attribute the outcome of an event to the disposition of the actor, regardless of the actor’s situational constraints. In most retail service settings, there are at least two actors: a person providing service and a consumer. In an unsuccessful service encounter, who is more likely to be blamed? In Study 1, both allocentric and idiocentric observers spontaneously attribute outcomes to the disposition of the service provider. In Study 2, idiocentric observers do not revise their initial attributions; they always blame the service provider. In contrast, allocentric observers take the service provider’s situational constraints into account except when they believe that they will become outcome dependent on the service provider who has behavioral control. The results reveal that attributions affect observers’ expectations about their own service encounter. 相似文献
20.
This paper examines the current state of the literature concerning the structure (i.e., conceptualization, taxonomy, and operationalization) of consumers’ satisfaction evaluations of a service delivery.
In particular, relevant research in medical sociology, community health and marketing is reviewed. In so doing, advances as
well as gaps in our current understanding of satisfaction evaluations are delineated. Drawing upon the services marketing,
social psychology, and organizational theory literatures, we propose a hypothesis for the multiobject conceptualization of
the satisfaction construct. This fills a major gap in previous research. Using data collected from four metropolitan areas,
this hypothesis is subjected to empirical verification. Competing hypotheses are explicity considered. The proposed conceptualization
is also tested for convergent, discriminant, and nomological validity. Overall, the results support a multidimensional-multiobject
model of the satisfaction construct. However, the objects are the major source of variation in satisfaction evaluations, accounting
for about 61% of the total variance. In addition, objectbased evaluations yield evidence of convergent, discriminant, and
nomological validity. Implications for research into the structure of satisfaction evaluations for health care delivery in
particular, and for multidyadic services in general, are discussed. 相似文献
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