物业服务质量对顾客价值及顾客忠诚的影响:居住档次的调节作用

在竞争日益加剧的市场环境中如何提供高质量的服务,提升顾客感知价值以及顾客忠诚度是企业获取竞争优势的关键所在.本文以物业服务行业为研究背景,建构服务质量各维度对顾客价值和顾客忠诚的影响机制模型,并检验居住档次对该模型的调节效应.研究结果表明:与其他行业的服务质量维度构成不同,物业服务质量由实体环境、专业保障、服务效率和人文关怀四个维度构成;实体环境对顾客忠诚产生正向显著影响,而专业保障、服务效率、人文关怀三个服务维度虽然对顾客忠诚没有显著的直接影响,但均通过顾客价值对其产生间接影响;顾客价值是解释服务质量影响顾客忠诚的重要中介变量;居住档次部分调节了实体环境、专业保障、服务效率和人文关怀对顾客价值及顾客忠诚的影响.     

Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce?

This paper develops a research model to examine the effect of e-service quality dimensions on customer-perceived value and customer loyalty. Based on a survey of 235 online customers, we identify five key e-service quality dimensions: care, reliability, products portfolio, ease of use, and security. Our empirical results show that all the five dimensions have significant and positive impacts on customer-perceived value which, in turn, increases customer loyalty. We further examine the mediating role of customer-perceived value in the relationship between each e-service quality and customer loyalty. The results suggest that customer-perceived value plays a partially mediating role in the effect of ease of use, care, product portfolio, and reliability on customer loyalty, and a fully mediating role in the relationship between security and customer loyalty. Managers may be in a position to benefit by employing the model presented in this study in an effort to improve service performance and, hence, retain customers.     

Developing the Causal Model of Online Store Success

This article introduces an Online Store Success Model (OSM) that reflects the characteristics of information systems, marketing, and e-commerce, and then empirically test the model. The OSM has five dimensions: system quality, information quality, service quality, trust, and customer loyalty. The model posits the causal relationships between the dimensions. In order to empirically test the model, a research model is developed and empirically analyzed by structural equation modeling using data from 244 customers on 69 online store websites. The results show that system quality significantly influences service quality and trust; information quality significantly influences service quality and customer loyalty; service quality also significantly influences trust and customer loyalty; and trust has a significant influence on customer loyalty.     

Increasing hotel customer value through service quality cues in Taiwan

The purpose of this paper is to elucidate how service quality cues and customer value are related, and explores the internal composition of this relationship. Samples were collected using a questionnaire, which had assessed the quality of the researcher's measurement efforts by investigating reliability and validity. Functional value is found to be affected mainly by reliable cues and accuracy of service quality, whereas conditional value is influenced by responsiveness of service quality. Furthermore, emotional value is found to be affected mainly by empathy of service quality, whereas social value is influenced by tangible cues of service quality. Finally, epistemic value is affected by responsiveness service quality. For future research, other external cues may influence perception of customer value with extrinsic information should be discussed. In practice, hotel managers can hone the relevant cues and optimise investments to raise service quality. Finally, this study provides a new shape of ‘structural’ relationships among five service quality cues and five types of customer value.     

The happy versus unhappy service worker in the service encounter:Assessing the impact on customer satisfaction

This paper assesses the impact of the service worker's display of emotions (i.e., one aspect of functional service quality) on customer satisfaction under the conditions of different levels of technical service quality by means of an experimental approach (N=600), in which display of emotions (unhappiness vs. happiness) and technical service quality (poor vs. good) were manipulated. The results indicate that the impact of the service worker's emotional display behavior on customer satisfaction is contingent on the level of technical service quality, in the sense that customer satisfaction is affected only when technical service quality is good rather than poor. Encouraging a positive display (e.g., by a smile policy), which many service firms do, is thus not a panacea for improved customer satisfaction. The moderating effect is explained in terms of service encounter congruency, which influences the mediated process by which emotional displays by service workers come to affect customer satisfaction.     

Discovering the variables that influence new home‐buyer service satisfaction

While home builders traditionally think of customer service in terms of upgrades and mortgage options, home buyers are thought to view the quality of service on a much broader basis. Previous research has identified five dimensions of service quality: appearance, reliability, timeliness, knowledge, and empathy. Home‐buyer satisfaction with service quality is then the result of home builders providing services that are perceived as meeting or exceeding buyer expectations. Although much research has been done regarding home‐buyer satisfaction with service quality, there is still a gap between builders' and home buyers' perception of the quality of service. Builders need to identify and understand home‐buyer needs in order to constantly improve service quality. This paper describes an exploratory study that focused on customer satisfaction with service quality. The objective of this study was to assess the correlations between various factors on home‐buyer expectations and their perceptions of service quality. Demographics considered in this study included age, gender and household income, while transaction characteristics included purchase price, number of occupants and house size. Characteristics such as higher income, higher purchase price, and larger house size appeared to value dimensions such as reliability most highly. Characteristics such as lower income, lower purchase price and smaller house size appeared to value dimensions such as empathy and appearance most highly. Gender, age and household size did not have significant associations with expectations or relative importance, but age and household size were associated with actual perceptions of service dimensions. Understanding the influence of these variables on customer satisfaction with service quality can positively impact home builders through improved reputation and increased local referrals.     

Integration of standardization and customization: Impact on service quality,customer satisfaction,and loyalty

The basic objective of this study is to analyse the direct and indirect impacts of standardization and customization on customer satisfaction and loyalty through service quality. The service quality has two dimensions: technical quality and functional quality. A framework is developed by extending Grӧnroos’ model of service quality by including the antecedents of service quality. A questionnaire-based survey collected data from 315 customers of three service industries: healthcare, hospitality, and education. The data was analysed and the model validated using PLS-SEM. The findings show that: (1) integration of standardization and customization of service offerings is critical for improved service quality; (2) standardization has higher impact on service quality when compared to customization; (3) functional quality has higher impact on customer satisfaction when compared to technical quality; and (4) customer satisfaction has a significant effect on customer loyalty. The contribution of this study is the development of an integrated framework to analyse the roles of standardization and customization on service quality.     

浅淡顾客满意与服务质量管理

在服务经济时代,企业之间竞争的焦点之一是服务。服务质量的提高也就是顾客满意度的提高。基于顾客满意的服务质量管理已成为现代企业市场竞争的一个重要课题。在探讨了顾客满意与服务质量的内涵、关系及其差距分析模型的基础上,从牢固树立顾客满意度的经营理念,大力推行全面服务质量管理,分析原因、缩小差距,改善服务质量,加强和健全各项服务管理工作等方面提出了加强服务质量管理的方法和途径。     

Platform quality factors influencing content providers’ loyalty

This study investigates what platform quality factors affect the contents of the loyalty of content providers to support the continued expansion and sustainability of online platforms. It analyses empirically the influence of platform quality on the satisfaction with and loyalty to the service as well as on the platform's ability to secure content providers from a survey of 222 platform users. It confirms five significant findings for platform quality and user loyalty. First, all five factors of SERVQUAL have meaningful effects on platform user satisfaction. Second, factors affecting service quality differ by gender. Third, while male users regard platform technology as most critical, female users are more concerned about platform events and interests. Fourth, female users care more about customer responses than male users do; however, the user interface is the most critical aspect for both genders. Finally, platform quality has a significant impact on satisfaction and loyalty among content providers. It identifies the importance of platform service quality as a factor to increase user (content providers) loyalty on the platform. And it also investigates differences according to user gender by subdividing platform service users and indicates how service quality effects can change according to user characteristics.     

Airline customer satisfaction and loyalty: impact of in-flight service quality

The purpose of this study was to investigate the impact of the in-flight service quality on airline customer satisfaction and loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. In the case of the prestige class, there were six service quality factors of importance: alcoholic and non-alcoholic beverage, responsiveness and empathy, reliability, assurance, presentation style of food, and food quality; while the economy class showed five important service quality factors: responsiveness and empathy, food quality, alcoholic beverage, non-alcoholic beverage, and reliability. These findings imply that airline companies’ in-flight service should have different delivery strategies based on the customer seat class.     

Hospice Informal Caregivers' Perception of a Good Death Experience: A SERVQUAL Analysis

ABSTRACT

This research study explores hospice informal caregivers' perceptions of service quality and a good death experience during end-of-life care. It demonstrates how service dimensions of the SERVQUAL analysis affect overall customer satisfaction. This study addresses contrast and dissonance theory as relative to marginal gaps in actual service performance and the effect on overall customer satisfaction. The research indicated that while reliability was the core of the service outcome, peripheral variables (e.g., assurance, empathy, responsiveness, and tangibility) integrated emotions and feelings into the hospice service process that equated to a positive disconfirmation of expectations and a good death experience.     

Revisiting customers' perception of service quality in fast food restaurants

This research is an extension to previous work in fast food restaurant marketing. The population of this research consists of actual fast food restaurant customers. Following the literature, data are analyzed using Confirmatory Factor Analysis, Structural Equation Modeling, and Path Analysis. Findings of this work identify factors impacting customer satisfaction, as well as dimensions of service quality and their rankings in the fast food restaurant context. Results indicate that there is no direct way of increasing behavioral intentions through improving service quality for fast food restaurants. Rather, behavioral intentions can be improved through customer satisfaction as an intermediary. Further, this work finds evidence that customer satisfaction can be improved through service quality, food quality, and price-value ratio, which in turn would pave an indirect path toward improvement in behavioral intentions in this industry. Results of this research shed light on prioritizing managers’ focus and resource allocation for customer satisfaction and different dimensions of service quality and can be used by fast food restaurant managers to set guidelines and strategies in providing better service to their customers.     

新零售企业多渠道整合服务质量对重购意愿的影响--顾客涉入度的调节作用

采取线上线下多渠道整合的零售模式已成为新零售企业主流模式,顾客重购意愿是新零售企业重要竞争力之一,也是衡量多渠道整合服务实施效果的重要标准。通过构建以顾客体验为中介的多渠道整合服务质量对重购意愿影响概念模型,引入顾客涉入度作为调节变量,经过调查分析384名在同一新零售企业线上线下渠道有购物经历的消费者,研究结论如下:多渠道整合服务质量对重购意愿有显著积极影响;多渠道整合服务质量对顾客体验有显著积极影响;顾客体验对顾客重购意愿有显著积极影响;顾客体验在多渠道整合服务质量与重购意愿之间起部分中介作用;顾客涉入度在多渠道整合服务质量与顾客体验关系中起正向调节作用。研究结论拓展了多渠道整合服务质量对重购意愿影响的内在机理,明确了顾客体验在其中的重要中介作用,探明了顾客涉入度在多渠道整合服务质量影响顾客体验过程中的重要调节作用。新零售企业既可以通过多渠道整合服务质量提升顾客重购意愿,也可以通过极致的顾客体验提升重购意愿,而且通过加强顾客涉入度管理可有效提升顾客体验与重购意愿。     

黑龙江省物流企业服务质量探析

黑龙江省物流产业正处于起步之后的上升态势,各类商品物资外运数量庞大,物流业市场需求较旺,有较好发展潜力和空间,然而要发展物流则服务需先行。以顾客感知物流服务质量为主线,结合前人对相关内容研究的理论和调查结果,分析出影响黑龙江省物流服务质量的五个维度,且这五个维度之间为并列关系。黑龙江省物流企业可以从订购质量、定制化服务质量、回应质量、交付质量、误差处理质量等方面增强物流服务质量,从而满足多样化的物流发展服务。     

The Role of Product Planning for Export Marketing

Service quality measurement methods are mostly focused on customer perception. There is a lack of method, combining organisational quality with perceived customer quality. This study proposes a measurement concept focusing equally on both of the above-mentioned factors. For validating this approach, experimental measurements were conducted in five service companies. The gathered feedback allowed the acceptance of the proposed concept. This is not a strictly defined method, but a measurement scheme which is supplemented by a set of known measurement techniques. The proposal constitutes extending the integrated measurement of service quality, which facilitates a deeper understanding of relationships between processes and customer perceptions.     

Convenience and satisfaction: mediation of fairness and quality

This study investigates the role of service fairness and service quality in the relationship between service convenience types (decision, access, transaction, benefit and post-benefit) and customer satisfaction. Results show that service convenience has a significant positive impact on service fairness. Both service fairness and service quality mediate the relationship between service convenience and customer satisfaction. This study provides useful insights to both researchers and practitioners on the role of service convenience in improving service fairness, service quality and customer satisfaction. Findings of this study contribute to the literature by empirically investigating the impact of service convenience types on service fairness, service quality and customer satisfaction; and by examining the mediating role of service fairness and service quality between convenience types and customer satisfaction.     

The Effect of Market Orientation on Service Quality

Abstract

The authors explore the effect of market orientation on service quality based on a survey on Taiwanese security brokerage firms. The results indicate that market orientation and service quality have a positive relationship, but fail to support the proposition of a curvilinear, diminishing function. An ad hoc investigation on the effects of individual components revealed that, among the four market orientation components, only customer orientation and profit expectation have a more consistent and significant effect on overall service quality and the five service quality components. Important managerial and future research implications are offered.     

Exploring the customer's intention to switch firms: The role of customer‐related antecedents

This study examined the customer‐related antecedents of the customer's intention to switch firms. Customer citizenship behavior was a key element in this study. Scholars have extensively studied the antecedents of customer citizenship behavior. However, the way that customer citizenship behavior relates to other attitudinal variables and the intention to switch has scarcely been analyzed. The proposed hypotheses were verified using partial least squares variance‐based structural equation modeling applied to 947 users of beauty care service firms in five countries. The results suggest that customer citizenship behavior is an antecedent of satisfaction, trust, and attitudinal loyalty. Two of these variables influence customers’ intentions to abandon relationships with the service provider. The implications of these findings enhance managers’ and scholars’ understanding of the determinants of customers’ intentions to switch firms.     

营销组合视角下的服务质量差距分析

服务质量差距模型是专门用来分析服务质量产生差距问题的工具,从营销组合角度分析发现,服务质量产生的差距分为管理层认知差距、质量标准差距、服务传递差距、营销沟通差距及顾客期望服务与感知服务间的差距。可从管理认知、质量标准、服务传递、营销沟通和感知服务五方面弥补差距,解决服务质量的差距问题。