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Mediation effects of service features on rapport–dependency link in emerging market
Journal of Service Theory and Practice ( IF 4.545 ) Pub Date : 2019-12-09 , DOI: 10.1108/jstp-11-2018-0250
Johra Kayeser Fatima , Rita di Mascio , Raechel Johns , Ali Quazi

The purpose of this paper is to explore the mediation impacts of core, relational and tangible service-quality features on the relationship between customer–frontline employee rapport and customer dependency in an emerging market context. The study examines the moderating effects of relationship age and frequency of customers’ physical visits.,Partial least squares-based structural equation modelling was used to analyse data from a survey of 290 financial services customers in Dhaka, Bangladesh using the convenience sampling technique.,Results show that relational service-quality features had the largest mediation impact on the rapport–dependency relationship, followed by core and tangible service-quality features. Relationship age was not found to be a significant moderator for any relationship. However, the moderation effect of the frequency of customers’ physical visits to the service premises was significant, but only for the link between relational service-quality features and customer dependency and not for the other two types of service-quality features.,Data collected from several other emerging markets would provide more rigorous findings: this is recommended as an avenue for further research.,Practitioners can manipulate specific relational or tangible service-quality features to increase customer dependency on their firms, thus ensuring longer-term customer retention.,This study is the first one to examine the relative significance of the impacts of relational features vs tangible features of services on customer dependency in the emerging market context, with rapport serving as an antecedent.

中文翻译:

服务功能对新兴市场中融洽关系的中介作用

本文的目的是探讨新兴市场环境下核心,关系和有形服务质量特征对客户与一线员工之间的融洽关系和客户依赖性之间的关系的中介影响。该研究考察了关系年龄和客户实际访问频率的调节作用。基于偏最小二乘的结构方程模型被用来分析使用便利抽样技术对孟加拉国达卡的290个金融服务客户进行的调查得出的数据。结果表明,关系服务质量特征对融洽关系具有最大的中介作用,其次是核心和切实的服务质量特征。没有发现关系年龄是任何关系的重要主持人。然而,
更新日期:2019-12-09
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