Evaluating service quality and consumer satisfaction in emerging markets

Developing economies offer tremendous potential for future growth and organizations appreciating these consumers’ requirements stand to reap considerable returns. However, compared with more developed economies published consumer studies are few. In particular, there is a dearth of service quality research and hardly any from Africa. Furthermore, the little available research tends to apply Western methodologies, which may not be entirely appropriate. This research investigates East African consumer perceptions of retail banking using an approach that takes account of the research context. Qualitative research was undertaken to define the relevant service attributes. Performance along these was then investigated through a survey with over 2000 respondents. Principal component analysis identifies 13 core service dimensions and multinomial logistic regression reveals which are the key drivers of customer satisfaction. Comparison of the results with studies from other regions confirms that established standardized research instruments are likely to miss or under‐represent service attributes important in developing countries.     

Moderating effect of customer's retail format perception on customer satisfaction formation: An empirical study of mini-supermarkets in an urban retail market setting

Customer perceptions of retail formats have become ambiguous with new value-added features of traditional retail formats. Hence, this paper proposes a framework for explaining retail patronage formation under the condition that customers perceive the ambiguity of retail format boundaries. The moderating effect of customers' retail format perceptions on customer satisfaction is examined using data from Japanese mini-supermarket customers. Results indicate that customers' perceptions of retail formats partially influence customer satisfaction. Theoretically, this implies that considering retail format as a concept that customers construct a posteriori may be necessary and practically indicates that retail practitioners should manage customers’ retail format perception.     

Service failure and recovery in using technology-based self-service: effects on user attributions and satisfaction

This study examines service failure and recovery in using technology-based self-service (TBSS) systems to determine the effects of a variety of relevant factors on negative customer/user attributions to the service provider, to employees who try to help in recovery, and to the technology itself, as well as the effects on customer/user satisfaction with the failure/recovery experience. The findings show that immediate recovery of TBSS failures reduces negative attributions and increases customer/user satisfaction with the experience, as does a low-anxiety environment around the kiosk. Technology error (as opposed to user error) decreases user satisfaction. Employee assistance decreases negative attributions to the employee but increases negative attribution to the technology. Some interactions were found among the experimental factors that are also meaningful.     

Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats

The design of satisfactory shopping experiences remains one of the main challenges for building long-term profitability in modern retailing. Therefore, companies are interested in identifying the key drivers of the service execution that shape customer shopping satisfaction. In this study, we developed a standardized questionnaire for evaluating the shopping experience, and conducted a large study in several grocery stores across different formats during a time span of five years. The resulting rich dataset enabled us to uncover interesting patterns using both individual and store-level analyses. Our results indicate that larger store formats are associated with greater satisfaction levels. When looking at the marginal effects of the various elements of customer service, we found that some specific elements of service execution present significant differences across store formats. In addition, we identified loss aversion on shopping experience, since poor performance impacts more on customer satisfaction than superior performance. Finally, our store-level analysis sheds light on how changes in the service performance determine changes in the shopping experience in the same store. These implied results may guide store and chain managers to evaluate the role of the store execution elements better, and to design the customer shopping experience successfully.     

Leader-member exchange and employee work outcomes in Chinese firms: the mediating role of job satisfaction

This study investigates the mediating role of job satisfaction in the relationships between leader-member exchange (LMX) and employee work outcomes in Chinese firms, namely, organizational commitment and intention to leave. Based on the data collected from the four manufacturing firms based in China, the hierarchical regression analyses strongly support our theoretical predication that job satisfaction fully mediates the relationships between LMX and employees’ organizational commitment and intention to leave. The theoretical and practical implications of these findings are discussed.     

Perceived corporate social responsibility and job satisfaction in grocery retail: A comparison between low- and high-productivity stores

The relationship between corporate social responsibility (CSR) and job satisfaction is underexplored in the retail sector. We aim to fill this gap by unpacking these constructs to analyse their interrelationships. Moreover, conceptualising productivity as a contextual factor able to generate multiple stressors for retail employees, we compare the CSR-job satisfaction relationship between low- and high-productivity stores. We argue that CSR strategies effectively contribute to maintaining high job satisfaction in both retail contexts. Working on a sample of 708 grocery retail chain employees, we apply structural equation modelling and multigroup regressions to test our hypotheses. The results show that CSR positively influences job satisfaction. In detail, internal CSR benefits job satisfaction more than external CSR. CSR strategies effectively work to strengthen job satisfaction even in high-productivity stores. These findings contribute to the debate about the employees’ job satisfaction management in busyness and high-productive retail contexts.     

Customer retention in sports organization marketing: examining the impact of team identification and satisfaction with team performance

Over the past two decades, relationship marketing efforts have assumed a prominent role in sports organization marketing. A sports organization that successfully implements relationship marketing programmes is able to develop long‐term relationships with its fans, thus increasing the likelihood of customer retention. This study examines customer retention in sports organization marketing by considering the impact of team identification and satisfaction with team performance on four fan consumption behaviours: in‐person attendance, media‐based attendance, purchase of team merchandise and word‐of‐mouth communication related to the team. Survey data were collected from 300 fans of more than 40 professional and collegiate teams involved in seven sports. Results suggest that both team identification and satisfaction with team performance impact multiple consumption behaviours, as represented by fans' intentions to engage in future consumption. Team identification was found to have the greater impact on consumption behaviours, suggesting that a sports organization's continuing efforts to bond with its fans may provide greater benefits than efforts to improve the team's competitive performance.     

The impact of high-performance work systems in the health-care industry: employee reactions,service quality,customer satisfaction,and customer loyalty

The purpose of this study is to empirically test the effects of high-performance work systems (HPWS) on employee attitude, service quality, customer satisfaction, and customer loyalty in health-care organisations. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 196 pairs of employee–customer respondents in four selected hospitals with more than 500 beds. The results indicate that hospitals can improve customer satisfaction and loyalty through efficient operations, employee engagement, and service quality. One of the key findings of our study is that HPWS in health-care organisations influence employee reaction and service quality.     

Affective commitment and future purchase intentions in the performing arts: An empirical approach

We examine whether affective commitment can influence customers' future purchase intentions. Our empirical approach focuses on the performing arts sector in which we interviewed 927 theatregoers at the entrances or exits to 150 theatres throughout Spain. The theoretical relationship management model proposed herein provides an analysis of the role played by satisfaction, trust, and commitment in future purchase intentions. Our findings reveal that affective commitment mediates the relationship between future purchase intention and both satisfaction and trust. We discuss the theoretical and management implications of our findings and identify some possible future research directions. Copyright © 2015 ASAC. Published by John Wiley & Sons, Ltd.     

The effects of service quality,perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country

The rapid growth of online purchasing in recent years has emphasized the accompanying role of home delivery service provided by delivery personnel in ensuring customer satisfaction. On-time delivery, better service, generating positive customer perceived value, and trust towards service providers are influential factors that contribute to customer satisfaction. The aim of the study was to investigate the effects of service quality of home delivery personnel and perceived value on customer satisfaction, with trust playing an intervening role. It was conducted in Dhaka, Bangladesh, a less developed country with a new but rapidly growing digital sector. Data was collected from 259 respondents who received home delivery service, using a structured questionnaire. The conceptual model was analysed using partial least square structural equation modelling (PLS-SEM) with SmartPLS tool. The findings revealed that service quality, customer perceived value, and trust influenced customer satisfaction. The relationship between service quality and customer satisfaction and the relationship between customer perceived value and satisfaction were both partially mediated by trust. The findings contribute to the development and validation of a trust-based satisfaction model by extending the SERVQUAL model to incorporate perceived value in the presence of trust, while complying with expectation disconfirmation theory This study provides insights for managers to develop reliability and build trust in their service delivery personnel.     

Aspirations and entrepreneurial motivations of middle-class consumers in emerging markets: The case of India

The world is eyeing emerging markets where increasing numbers of consumers are entering into a new segment called the middle class. In emerging markets, this new segment of the population, as it moves up the economic ladder and seeks a better life, is considered the backbone of the economy. In this study, India is chosen because its economic progress, and changing cultural and demographics shifts, have set the stage for fundamental change of the country's middle class consumers, who are exhibiting new life-aspirations and entrepreneurial pursuits. While India's middle class continues to grow in size and importance, the existing research fails to fully address questions regarding their aspirations or life goals, entrepreneurial motivations, and demographic characteristics.This study attempts to fill the void by focusing on life goals, attitudes, and behaviors of the middle class consumers. Specifically, this study focuses on their aspirations and entrepreneurial motivations. The data collected from India reveals interesting insights about this important segment of India's people. Their demographic profiles suggest that they are well-educated, employed full-time and own assets. Furthermore, these middle class consumers express their confidence in attaining life aspirations such as financial success and personal growth. They tend to seek more opportunities for accomplishing life goals and display entrepreneurial motivations.