Measuring customer experience in service: A systematic review

The aim of this systematic review is to identify how customer experience in the service sector has been measured in relevant publications in the marketing field. A sample of 33 papers was collected from two electronic databases—the Web of Science (Thomson Reuters) and Scopus (Elsevier)—covering a large number of publications. After analyzing the articles and reviewing the customer experience literature, the following are our main contributions: (i) clarification of the concepts that appear in the literature review of customer experience in the service sector; (ii) classification of the variables, scales, and constructs related to customer experience in service; (iii) demonstration of the service experience as the preponderant construct that is used to measure customer experience in service; and (iv) proposal of a new dimension—the concept of ‘pre-experience’—to measure customer experience in service. These contributions can provide a more solid basis for measuring customer experience in service.     

高管激励、非效率投资与公司业绩

从代理理论出发,以2001--2010年A股上市公司的数据为研究样本检验高管激励方式、非效率投资与公司业绩之间关系,研究结果表明：显性激励和隐性激励对于投资效率和公司业绩的影响是不同的,显性激励能够通过提升投资效率来改善公司业绩,而隐性激励则没有这样的作用;在不同所有制样本中,隐性激励对国有企业影响更大,而显性激励对非国有企业影响更大。     

Tourist behavioural intentions in relation to service quality and customer satisfaction in Kinmen National Park,Taiwan

This study assesses tourist satisfaction and its links with service quality using a hierarchical model that combines four primary determinants and eight corresponding sub‐dimensions. A sample of 616 tourists departing from Kinmen Airport was surveyed with a structured questionnaire after they had just visited Kinmen National Park. A series of analyses was performed to explore tourist satisfaction with the four main service quality attributes as well as their willingness of repeat visits and recommendation. As a result, it was consistently found that service quality has positive significant relationship with tourist satisfaction. It is thus suggested that national park managers have to satisfy tourists with a high level of service quality, based on the concept that service quality may have a significant influence on long‐term behavioural intentions through high levels of customer satisfaction. Copyright © 2010 John Wiley & Sons, Ltd.     

Exploring the motivations to use online meal delivery platforms: Before and during quarantine

Online meal delivery platforms (OMDPs), like UberEats, have received more attention since quarantine was established to prevent the spread of COVID-19. The research into antecedents of satisfaction and continuous usage intention for OMDPs, in general, is under researched. The current study compared the antecedents of satisfaction before quarantine to the antecedents during quarantine through the lens of Expectation-Confirmation Theory. Through multiple regression analyses, the researchers found that before quarantine, sharing economy ethos, price-value, food quality, ease of use and confirmation of beliefs had a significant impact on satisfaction while during quarantine, food quality, service speed, ease of use, and confirmation of beliefs were significant. Practical and theoretical implications are discussed.     

服务业内部结构异质性演化与行业发展差距研究——基于全要素生产率视角下的分析

基于1990—2017年行业面板数据，采用超越对数生产函数对服务业各细分行业TFP增长率进行分解和测度，揭示我国服务业内部结构生产率演化进程及其异质性现象，并采用可导性对数方差分解法、VAR协整模型和误差修正模型（VECM）考察TFP及其构成部分对服务业行业发展差距的贡献度，评估其异质性作用于行业发展差距的长短期效应。研究发现，在服务业内部结构演化过程中，TFP、技术进步和技术效率改进呈逐步下降趋势，其中技术进步是推动TFP增长的核心，规模效率改进发展水平一直滞后，配置效率改进在服务业发展初期较为滞后，但水平逐步提升；生产性和生活性服务业行业间TFP及构成部分异质性在演化过程中呈下降趋势，且生活性服务业行业间异质性程度要小于生产性服务业，行业间异质性变化幅度最大的是规模效率改进，技术效率改进异质性波动程度最小；TFP异质性是造成行业间发展差距扩大的主要原因，其中技术效率改进是主导因素，且该效应的发挥只有在长期具有显著性。     

Hook vs. hope: How to enhance customer engagement through gamification

Many digital service providers have adopted gamification to promote customer engagement. Critical questions, however, remain about the most effective way to enhance customer engagement and increase sales by applying gamification. With a research design that combines qualitative and quantitative methods, including the use of objective sales data from a large field study and replication of the findings across different contexts, this study explores how gamification fosters customer engagement. Both field study results and a simulation study reveal gamification principles (i.e., social interaction, sense of control, goals, progress tracking, rewards, and prompts) that promote hope and consequently increase customer engagement and digital sales. Furthermore, we find that hope is more strongly associated with customer engagement than the psychological condition of compulsion, which even exerts a negative impact. This research thus explores how gamification creates value for customers and provides actionable insights for managers to foster hope through gamification as opposed to get customers hooked.     

Developing smart service concepts: morphological analysis using a Novelty-Quality map

Among many techniques for generating new service ideas, morphological analysis has been used due to the advantage of decomposing the system into dimensions and shapes and bringing creative results in the process of recombining them. However, with the rise of smart service systems, the determination of dimensions and shapes has become a critical problem, particularly as both their structure and components become complex. This research focuses on a data-driven approach by incorporating mobile app service documents to increase objectivity and diversity in the construction of a morphology matrix. To this end, firstly, the novelty-quality map is developed to identify innovative data based on quantitative indicators. Secondly, morphological analysis is employed along with experts’ judgment in order to generate new smart service concepts. Finally, the feasibility and effectiveness of the proposed approach are shown based on a comparative analysis with conventional approaches and real services through a case study of smart home.     

A critical review of the 2015 South Korean civil service pension reform

The Republic of Korea’s civil service pension (KCSP) was established in 1960 and has been changed several times to overcome the serious financial burdens it has placed on the country. Major problems related to the KCSP include its structure (low contribution and high benefit) and the country’s rapidly aging population. The authors examine the 2015 KCSP reform, reviewing the reasons for the reform, its process, and its fiscal and policy implications. Reforms in other countries are briefly compared. The paper provides important lessons for researchers and practitioners involved in public sector pension reforms.     

Age as double‐edged sword among victims of customer mistreatment: A self‐esteem threat perspective

Service workers are expected to maintain high‐quality service delivery despite customer mistreatment—the poor‐quality treatment of service workers by customers—which can be demeaning and threatening to self‐esteem. Although service work is increasingly delivered by middle‐aged and older workers, very little is known about how employees across the age range navigate abuse from customers on the job. Does advancing age help or hinder service performance in reaction to customer mistreatment? Drawing on strength and vulnerability integration theory, we proposed that age paradoxically both helps and hinders performance after customer mistreatment, albeit at different stages. We tested our proposed model in a two‐sample field investigation of service workers and their supervisors using a time‐lagged, dyadic design. Results showed that age heightens the experience of self‐esteem threat but, nevertheless, dampens reactions to self‐esteem threat, leading to divergent effects on performance at different stages. Implications for age and service work, as well as aging and the sense of self, are discussed.     

Understanding hospital quality: the case of cumulative and balanced quality

A more precise way to conceptualize and operationalize hospital quality is needed to increase hospitals’ productivity. This paper investigates how hospitals’ conformance quality (CQ) and experiential quality (EQ), in terms of their combined magnitude (i.e. their interaction) and relative balance (i.e. the absolute difference between them) impact hospital productivity. First, we explore the impact of both the ‘combined dimension of quality’ and ‘balance dimension of quality’ on hospital productivity. Second, we investigate quality dominance to analyze its impact on productivity when CQ is greater than EQ, and vice versa. Secondary data (January 2015 to December 2015) were collected from the Centers for Medicare and Medicaid Services and American Hospital Directory (AHD) for US acute care hospitals. The results provide strong empirical support for the benefit of minimizing the gap between the two types of quality. In addition, the results suggest that considering quality dominance (experiential vs. conformance) might be useful in shedding light on the inherent tension that exists when firms are forced to allocate resources to provide different types of quality simultaneously.