-
An Extensive Framework of Customer-to-Customer Value Co-creation Practices: A Study in a Running Event Context Services Marketing Quarterly Pub Date : 2024-03-06 Nguyen Bac Nguyen, João Menezes
This study investigates customer-to-customer value co-creation practices by adopting a customer-dominant logic. Data were gathered through observations of 5 running events in Vietnam, interviews wi...
-
From User Behavior to Subscription Sales: An Insight Into E-Book Platform Leveraging Customer Segmentation and A/B Testing Services Marketing Quarterly Pub Date : 2024-02-13 Farid Hashemian, Negar Maleki, Yasser Zeinali
E-book platforms have gained popularity due to their affordability, portability, and extensive title selection. This study analyzes customer behavior based on their platform activities before the l...
-
A Framework to Improve the Digital Customer Experience in Complex Services Services Marketing Quarterly Pub Date : 2024-01-18 Omnia Kandil, Laurence Dessart, Willem Standaert, Maarten Bosma
Complex services systems (CSS) involve multiple stakeholders and processes. Therefore, digitalization in CSS is not straightforward and is especially challenging in terms of delivering a smooth cus...
-
Consumer Gratifications for Gamified e-Services Services Marketing Quarterly Pub Date : 2024-01-18 Vincent Cicchirillo
This research extends motivation in gamification research by helping to understand why individuals use gamified e-services. Potential gratifications of socialness, entertainment, convenience, infor...
-
Mobile Payment and Service Interaction: Change and Chance for Delivering Service in Mobile Payment Checkout Services Marketing Quarterly Pub Date : 2024-01-18 Rongyu Li, Yiran Liu
This study explores how mobile payment reconfigures checkout service by investigating role and script changes and customers’ reactions to interactions beyond transactions. Study 1 utilized video an...
-
How Does Credibility Matter? Proposing and Validating a Framework for the Credibility of Live Streamers in the Gaming Industry Services Marketing Quarterly Pub Date : 2024-01-18 Raquel Soares, Juan Liu, Tingting (Christina) Zhang, Can Lu, Yunying (Susan) Zhong
This study aims to assess gaming live streamers’ credibility and its effect on their customers’ attitudes and behaviors, with a focus on understanding the underlying mechanisms and dynamics involve...
-
Assessing the Role of Consumer Experience, Engagement, and Satisfaction in Healthcare Services: A Two-Stage Reflective-Formative Measurement Using PLS-SEM Services Marketing Quarterly Pub Date : 2024-01-18 Shubham Senapati, Rajeev Kumar Panda
Modern healthcare arena is witnessing a paradigm shift from a generic provider-dominated approach to a more consumer-centric culture. This paper examines the intricacies of health consumerism that ...
-
Service Agent Driven Co-Created Caring in Chat-Based Customer Service Encounters Services Marketing Quarterly Pub Date : 2024-01-18 Johanna Heinonen, Erose Sthapit
This study explores the elements of caring and its relationship with customer-value co-creation in the context of chat-based service encounters. For this purpose, 123 chat conversations from the Vi...
-
Influence of Dysfunctional Customer Behavior on Depersonalization and Service Sabotage in the Service Industry Services Marketing Quarterly Pub Date : 2023-09-07 Kangcheol Lee, Taeshik Gong
This empirical study examines the mediating role of depersonalization on the relationship between dysfunctional customer behavior and service sabotage. This study further identifies the mediation m...
-
The Nexus Among Mobile-App Quality (M-app-QUAL), Brand Relationship, Brand Advocacy, and Brand Equity in the Retail Industry Services Marketing Quarterly Pub Date : 2023-09-04 Fairuz Chowdhury, Srinivasan Swaminathan
Consumers increasingly use mobile applications for purchasing decisions; uncovering the dimensions of service quality relevant to these apps is essential. Existing research has extensively studied ...
-
Conservation of Resources Theory Interpretation of Co-Destructed After-sales Service Encounters Services Marketing Quarterly Pub Date : 2023-07-30 Ebru Kuzgun, Gulden Asugman, Maria D. Alvarez
The current study investigates the consumers’ co-destructed experiences with after-sales services (AS) through the lens of Conservation of Resources (COR) theory and Service Dominant Logic. The res...
-
Narrative Transportation and Trust in Luxury Hotels SNS Marketing: The Moderating Role of Social Interaction Services Marketing Quarterly Pub Date : 2023-06-14 Anuja Chalke, Boon-Liat Cheng, Michael M. Dent
Abstract The purpose of this study is to examine the impact of narrative transportation and trust on behavioral intention related to the luxury hotel industry. Data analyses is based on responses from 268 Instagram users who answered an online survey. The conceptual model was evaluated on Smart PLS4 through the PLS-SEM approach. Results indicate the trust in SNS and narrative transportation have a
-
Green Inspired Service Consumption: The Gen Z Consumer’s Perspective Services Marketing Quarterly Pub Date : 2023-05-19 Birgit Leisen Pollack
Abstract This study assesses moderated mediation effects of both cognitive factors and emotions influencing the linkage between service greenness and Gen Z’s purchase intentions. Using data from 612 observations pooled across multiple studies and service scenarios, the findings affirm that emotions mediate the relationship between service greenness and purchase intent. Additionally, Gen Z consumers
-
Self-Service Technology: Examining the Influence of Emotions Services Marketing Quarterly Pub Date : 2023-05-15 Kaushik Mukerjee
Abstract The purpose of this study is to examine the influence of positive and negative emotions on behavioral intentions as a consequence of self-service technology evaluation by customers. A cross-sectional survey research design was adopted to collect data from 414 customers of retail banks in an emerging market. Structural equation modeling procedure was performed to test the hypothesized relationships
-
Exploring Antecedents and Outcomes of Customer Engagement Among Elite Football Fans Services Marketing Quarterly Pub Date : 2023-05-04 Erik Winell
Abstract As Customer Engagement (CE) drives brand loyalty and word-of-mouth, it is fundamental to the success of brands. Yet, while previous studies have examined the nature of CE, few have explored CE toward actors other than the focal firm or brand. Therefore, this study analyses and compares antecedents and outcomes of two types of CE: CE with a focal brand (CEF), and CE with other customers (CEC)
-
Antecedents of Retail Employees’ Service Performance: A Store-Level Exploration of a Climate-Centric versus an Engagement-Centric Approach Services Marketing Quarterly Pub Date : 2023-04-27 Theuns Kotzé, Pierre Mostert
Abstract This paper compares two store-level models of the antecedents of frontline employees’ in-role and extra-role service performance in a retail setting. In the climate-centric research model, service climate serves as a direct antecedent of in-role and extra-role service performance, while in the engagement-centric rival model, work engagement directly predicts in-role and extra-role service
-
Correction Services Marketing Quarterly Pub Date : 2023-02-23
Published in Services Marketing Quarterly (Vol. 44, No. 2-3, 2023)
-
The Differential Impact of e-Service Quality’s Dimensions on Trust and Loyalty of Retail Bank Customers in an Emerging Market Services Marketing Quarterly Pub Date : 2023-01-04 Ateeque Shaikh, Shubhomoy Banerjee, Baljeet Singh
Abstract The purpose of this study is to evaluate the differential impact of the dimensions of e-service quality (website design efficiency, fulfillment, security/privacy, and system availability) on trust and loyalty of retail bank customers in India, an emerging market. The study uses a survey questionniare to collect data from 351 retail banking customers in India to test the hypothesized relationships
-
The Differential Impact of e-Service Quality’s Dimensions on Trust and Loyalty of Retail Bank Customers in an Emerging Market Services Marketing Quarterly Pub Date : 2023-01-02 Ateeque Shaikh, Shubhomoy Banerjee, Baljeet Singh
Abstract The purpose of this study is to evaluate the differential impact of the dimensions of e-service quality (website design efficiency, fulfillment, security/privacy, and system availability) on trust and loyalty of retail bank customers in India, an emerging market. The study uses a survey questionniare to collect data from 351 retail banking customers in India to test the hypothesized relationships
-
Fan Sponsor Acceptance: So, You Want to Join Our Sports in-Group? Services Marketing Quarterly Pub Date : 2022-12-15 Lenny Vance, Maria Raciti, Meredith Lawley
Abstract This research introduces the notion of sponsor acceptance and examines its role in an emerging sport, the Australian Big Bash League T20 cricket. Sports sponsors want to achieve consumer-based brand equity (CBBE) outcomes. However, the achievement of CBBE outcomes depends on sponsor acceptance. Using quantitative survey data from BBL television viewers, we developed and tested a model of sponsor
-
I Deserve That Deal! Effects of New Customer Exclusive Promotions on Existing Service Customers Services Marketing Quarterly Pub Date : 2022-11-11 Mary Jane Gardner, Joanna Phillips Melancon
Abstract Given the inherent profitability in retaining existing customers over recruiting new ones, this research examines negative consequences of exclusive promotions used to recruit new customers to a service organization. It explores existing, loyal customer perceptions of the distributive justice of such promotions and their subsequent behavior toward the organization. Findings suggest that receiving
-
Service with a Smile: The Differential Effects of Emotional Labor on Boundary Spanners in the Banking Industry Services Marketing Quarterly Pub Date : 2022-09-29 Forbes Makudza
Abstract The study uncovered the effect of emotional labor strategies on job satisfaction and emotional exhaustion. A conceptual framework was developed using extant literature which led to the examination of Deep Acting and Surface Acting, which are the two main strategies of emotional labor. Data was collected from front line employees of banks in Zimbabwe using a structured questionnaire, and was
-
The Role of Customer Complaint Management on Switching Intention and Customer Exit in Fitness Centers Services Marketing Quarterly Pub Date : 2022-09-26 Marco Tulio Campos Pimenta, Jose Marcos Carvalho de Mesquita, Hyunju Shin, Andre Torres Urdan
Abstract Service failures are common, and the absence of an adequate response may increase switching intentions and customer exit. Thus, it is important to address the influence of customer satisfaction with complaint handling on switching intentions and customer exit. We tested hypotheses using data collected in two stages from a total of 821 customers who experienced service failure in 38 Brazilian
-
The Positive Influence of Watching Others Receive Preferential Treatment on Rewards Program Participation: The Moderating Role of Rule Knowledge Services Marketing Quarterly Pub Date : 2022-09-25 Yu-Shan (Sandy) Huang, Tom J. Brown
Abstract Watching others receive superior treatment, a phenomenon known as the bystander effect, typically results in negative customer responses. In contrast, we investigate how to encourage positive responses from bystanders. The results of our experimental and survey studies show that witnessing preferential treatment leads bystanders to experience envy, which then triggers self-enhancement motivation
-
Service Orientation and Innovation Results: Theoretical Development Based on Service-Dominant Logic Services Marketing Quarterly Pub Date : 2022-06-07 Lucas Finoti, Leandro Bonfim, Simone R. Didonet, Ana Maria M. Toaldo, Andrea P. Segatto
Abstract This article aims at differentiating service orientation as a service-dominant (S-D) concept from service orientation related to goods-dominant (G-D) logic. Grounded in the foundational premises of S-D logic, we argue that discussions about value cocreation with beneficiaries are lagging on service orientation studies applied to innovation. We propose a theoretical framework that explains
-
Role of Facilitators in the Medical Tourism Industry - A Study of Medical Tourism Facilitators in an Emerging Market Services Marketing Quarterly Pub Date : 2022-03-29 Michelle Rydback
Abstract Established scholars encourage academics from different fields to make a contribution to the service research to advance, maintain relevance, and promote diversity in the service discipline. This study focuses on a novel type of intermediaries called medical tourism facilitators that assume a vital function in the medical tourism industry. Applying the case study method, the researchers collected
-
How to Enhance Customer Loyalty to Retail Stores via Retail Service Quality Practices? A Moderated Mediated Mechanism Services Marketing Quarterly Pub Date : 2022-01-08 Achchuthan Sivapalan, Amit Shankar, Manish Das, Kajenthiran Konalingam
Abstract This study proposes and empirically investigates a moderated mediation mechanism to enhance consumer loyalty via retail service quality (RSQ) practices. The results revealed that the impact of physical aspect, reliability, personal interaction, and policy on customer loyalty is significantly mediated by the affective commitment to the retailers. Further, the retailer’s corporate image enhanced
-
Physicians’ Brand Personality: Building Brand Personality Scale Services Marketing Quarterly Pub Date : 2021-10-25 Reza Shafiee, Fahimeh Ansari, Hossein Mahjob
ABSTRACT Both healthcare industry marketers and physicians have been paying more attention to the growth and potential competition in the healthcare market. This research developed a theoretical model for physician brand personality (PBP), which is intended to present applicable traits that professional physicians could consider for increasing their brand personality associations. This scale was developed
-
Understanding Key Factors Motivating Customers to Purchase Brands via Brand Apps: A Service Dominant Logic Perspective Services Marketing Quarterly Pub Date : 2021-11-12 Trang P. Tran, McKenzie May, Christine M. Kowalczyk
ABSTRACT Although an increasing amount of research investigates the impact of mobile apps, their influence on brand equity is still underexplored. This research develops a comprehensive model to capture how utilitarian, hedonic, and social motivations enhance value-in-use and brand attachment, which in turn improve customers’ love of a brand and intention to purchase a brand. The work bridges the gap
-
“Enjoy!” The Effects of Service Blessings on the Customer Services Marketing Quarterly Pub Date : 2021-10-29 Robert M. Schindler, Sandipan S. Sen, Judy A. Wiles
ABSTRACT In religious traditions, emphatic utterances that activate good feelings are referred to as blessings. Interviews with a wide variety of service providers indicate that they routinely use such utterances regarding the choices and prospective choices of their customers. Further, such service blessings typically show characteristics that are consistent with both religious traditions and rituals
-
How Does Electronic Word of Mouth Impact Green Hotel Booking Intention? Services Marketing Quarterly Pub Date : 2021-12-31 Pooja Kumari, R. Sangeetha
Abstract The aim of this study is to examine the effect of positive electronic word of mouth (eWOM) on green hotel booking intention using a comprehensive moderated-mediation framework. A total of 223 responses were collected through online survey. The results indicated that argument quality, source credibility, valence and consumer rating play a crucial part in consumers’ green hotel booking intention
-
Service Provider Hesitation in Credence Services: The Importance of Customer Expectations? Services Marketing Quarterly Pub Date : 2021-11-13 Rachel Fuller, Simon Pervan, Breanne Kunstler, Mark Merolli
Abstract This research examines a novel reason for service providers withholding aspects of optimal service quality: hesitation. Previous research has shown that physiotherapists often hold back on delivering non-treatment based physical activity (NTPA) advice over concerns that it is not welcomed by patients. Using a survey method (N = 587), we found that users and non-users of physiotherapy find
-
Interactive Value Formation: Exploring the Literature on Dark Side of the Service Experience from the Perspective of Value Co-Destruction (VCD) Services Marketing Quarterly Pub Date : 2021-11-02 Renato Calhau Codá, Josivania Silva Farias
Abstract This paper proposes to verify, in the current literature on VCD, which dimensions/variables have often been studied in empirical efforts. The analysis was based in two stages. In the first, the general characteristics of the articles were identified. In the second stage, which dimensions or variables of VCD have been frequently studied were identified. As a result of this systematic review
-
Promotion of Transaction-Based Cause-Related Marketing: How Should the Source and the Impact of the Partnership Be Presented Services Marketing Quarterly Pub Date : 2021-11-02 Kristin Stewart, Vassilis Dalakas, Marcus Wardley
Abstract This study used a 2 (promoting partner: for-profit vs. nonprofit) by 2 (impact: identifiable vs. statistical) between-subjects design collecting data online through Amazon Mechanical Turk from 302 participants. Attitudes toward the promoting partner were more favorable was when the promoted partner was the nonprofit (vs. for-profit). Further, attitude fully mediated the relationship between
-
Promotion of Perceived Service Quality Through Employee Training and Empowerment: The Mediating Role of Employee Motivation and Internal Communication Services Marketing Quarterly Pub Date : 2021-11-02 Lovemore Chikazhe, Esthery Nyakunuwa
Abstract Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training
-
Exploring Online Sentiment (OS) As a Measure of Customer Experience (CX) for Telecommunication Services Services Marketing Quarterly Pub Date : 2021-10-30 James Lappeman, Seth Meyer, Diana Miguel
Abstract In this study, online sentiment (OS) was used to explore customer experience (CX) for the telecommunications industry. There is no agreed standard for CX measurement with many challenges in metrics like Net Promoter Score (NPS). The study explored the CX of the UK’s four biggest consumer-facing telecommunications companies by isolating CX from brand perception sentiment, tracking sentiment
-
The Anxious Unwary, Prudent Risk-Averse, and Consciously Confident – Financial Goals, Competencies and Strategies of Young People Studying in Higher Education Services Marketing Quarterly Pub Date : 2021-10-27 Erzsébet Németh, Boglárka Deák-Zsótér
Abstract Our research examines the financial goals, knowledge, self-esteem, attitudes and strategies of young people studying in Hungarian higher education (N = 2557) by classifying youngsters into three groups. Anxious unwary: they are characterized by both living for the day and anxiety, they choose external control strategies, (advantageous marriage, wealthy family). Prudent risk-averse: who are
-
Hospital Service Quality and Outpatient Satisfaction in Model Hospitals in India Services Marketing Quarterly Pub Date : 2021-10-27 Hiren J. Patel, Nikunjkumar D. Patel
Abstract The purpose of the study is to understand the effect of hospital service quality dimensions on outpatient satisfaction and to understand which demographic variables impacting outpatient satisfaction. A cross-sectional design with a convenient sample of 316 outpatients was surveyed from 29 model hospitals across 15 states of India. CFA and SEM are used for analysis. The hospitals which are
-
The Psychological Benefits and Costs, and the Servicescape Components of Animal Cafés: A Study in Japan Services Marketing Quarterly Pub Date : 2021-10-25 Bình Nghiêm-Phú, Dạ-Hương Phạm-Lê
Abstract This study described the benefits and costs for customers who go to animal cafés, and to identify the environmental circumstances of animal cafés that contribute to these benefits and costs. By analyzing 400 customer reviews, this study found that in addition to the main perceived benefits (relaxation and healing), other benefits and costs are also observed, such as thrill, connectedness or
-
Really New Services: Perceived Risk and Adoption Intentions Services Marketing Quarterly Pub Date : 2021-10-25 Selen Savas-Hall, Paul Sergius Koku, Tamara Mangleburg
Abstract This paper examines the influence of various facets of perceived risk (financial, performance, social, psychological, time, privacy) on consumers’ attitude toward really-new services (RNS) and their adoption intentions. A conceptual framework is developed based on perceived risk theory, theory of reasoned action and technology acceptance model. Structural equation modeling is used for analysis
-
Understanding Business Student Retention During Covid-19: Roles of Service Quality, College Brand, and Academic Satisfaction, and Stress Services Marketing Quarterly Pub Date : 2021-10-25 Kunal Swani, Wakiuru Wamwara, Kendall Goodrich, Shu Schiller, John Dinsmore
Abstract The Covid-19 pandemic has negatively impacted university students’ mental well-being and, ultimately, their ability to enroll in classes and complete their degrees. Building on the service quality framework, this research aims to address factors that may help universities increase student satisfaction and retention, and reduce student stress and negative word-of-mouth (NWOM). The results from
-
When Culturally Adaptive Service Behaviors Affect Customer Satisfaction in Shared Ethnicity Service Encounters Services Marketing Quarterly Pub Date : 2021-10-25 Alexandra Aguirre-Rodriguez, Adriana Boveda-Lambie, Patricia Torres, Detra Y. Montoya
Abstract This research applies a service adaptation framework to examine how the interplay of employee service adaptive behaviors and customer cultural factors influence customer satisfaction. The results show that stronger ethnic identification increased the positive effect of interpersonal adaptive service (but not service offering-adaptive) behaviors and customer satisfaction. Additionally, stronger
-
An Examination of the Current Strategic Marketing Planning Practices in Professional Sport Clubs Services Marketing Quarterly Pub Date : 2021-10-24 Thanos Kriemadis, Christos Terzoudis, Nikos Kartakoullis, Dimitra Kapnisi
Abstract The purpose of this study is to determine the extent to which the strategic marketing planning process is being used in the Greek professional sports sector and its contribution to clubs’ business performance. The research was concentrated on the professional sports sector in Greece and the research hypotheses were investigated through a questionnaire that was delivered to clubs’ managing
-
What Determines Satisfaction with Call Centers? The Case of UK Telecom Services Marketing Quarterly Pub Date : 2021-10-24 Hugo Ribeiro, Ricardo Rodrigues
Abstract Call centers are an essential communication channel between telecommunication companies and their customers, playing a pivotal role in creating memorable experiences. Multiple factors influence the satisfaction of Telecommunication customers with their interactions with call centers, so it is essential to measure it. Using a sample of 2236 interactions with call centers from the largest UK
-
Is Love Extendable to Relationship Marketing and Supply Chain Management? Services Marketing Quarterly Pub Date : 2021-10-24 Rozbeh Madadi, Ivonne M. Torres, Miguel Ángel Zúñiga
Abstract In a turbulent environment, firms with certain capabilities are likely to have effective relationships/collaborations with partners, access inimitable resources and achieve competitive advantage. Based on Dynamic capability theory, capabilities permit firms to create a sustainable competitive advantage, but further knowledge is needed on how these capabilities interact with each other and
-
Revisiting the Past to Understand the Current Debates on Service-Dominant Logic Services Marketing Quarterly Pub Date : 2021-10-23 Nivedita Bhanja, Garima Saxena
Abstract We present a systematic review of the literature on services marketing. In doing so, we trace how the domain’s core characteristics have changed over the years, with technology playing a disruptive role. The IHIP (intangibility, heterogeneity, inseparability, and perishability) framework once distinguished services marketing as a sub-discipline of marketing. However, with the advent of the
-
Technological Usability in Mobile Networks: Gratifications and Risks Related to Using Whatsapp Services Marketing Quarterly Pub Date : 2021-08-14 Emílio José Montero Arruda Filho, Naiara Silva Ferreira
Abstract This study focuses on the preferences that motivate users to join different social networks analyzing the benefits that enhance the acceptance and usability of alternative social tools. WhatsApp was selected as the object of study which a qualitative research was conducted in two stages: (1) netnographic approach and (2) in-depth interviews. The results describe the usability of mobile virtual
-
The Best of Times: 30 Years of US Airline Service Quality Services Marketing Quarterly Pub Date : 2021-09-21 Dawna L. Rhoades, Jr. Blaise Waguespack, Scott C. Ambrose
Abstract The Air Travel Consumer Report (ATCR) was first published in 1987. The Service Disquality Index (SDI) was created to compare airline performance (Rhoades & Waguespack, Managing Service Quality, 9(6), 396–401, 1999). The 25 year report found that airline quality went up when traffic was down (Waguespack & Rhoades, Research in Transportation Business & Management, 10, 33–39, 2014). While traffic
-
Does Fandom Influence Marketing Executives’ Valuations of Sports Sponsorships? Insight from the French Soccer League Services Marketing Quarterly Pub Date : 2021-09-11 Olivier Renier, Vassilis Dalakas, Joanna Melancon
Abstract This study examines how marketing executives perceive valuations of sponsorship assets of soccer clubs. It was conducted with French marketing executives in regard to sponsorship assets of four Ligue 1 teams: Paris Saint-Germain and rival Olympique de Marseille, AS Saint-Etienne and rival Olympique Lyonnais. Results confirmed that both rationality and fandom influence how the executives assigned
-
Taking Stock and Moving Forward: A Case for Organizational Theories in Service Quality Research Services Marketing Quarterly Pub Date : 2021-09-21 Abhishek Vashishth, Manu Prasad, Padmavathi Shenoy, Jitesh Mohnot
Abstract This paper examines the current state of service quality research through various organizational theoretical perspectives and identifies potential research directions that can be explored to provide novel insights into the field. A systematic literature review approach is used to examine service quality literature from the perspective of agency theory, contingency theory, motivational theories
-
A Sales Approach to Key Account Management (KAM): Toward a Unified View of KAM Deployment and Operationalization Services Marketing Quarterly Pub Date : 2021-09-20 Reza Fazli-Salehi, Ivonne M. Torres, Miguel Ángel Zúñiga
Abstract The key account management (KAM) literature is multidirectional in certain respects. Within the KAM literature, it is challenging to find consensus on the definition or conceptualization and operationalization of KAM. We propose a decision-based conceptual framework to help managers and academics better understand the conditions that are most appropriate and how to best implement a KAM system
-
Retraction: Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions Services Marketing Quarterly Pub Date : 2021-09-22
(2021). Retraction: Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions. Services Marketing Quarterly: Vol. 42, No. 3-4, pp. 253-253.
-
What Are These Strange Things Called Emotions? An Analysis of Service Interactions in the Funeral Industry: Issues, Implications, and Future Research Directions Services Marketing Quarterly Pub Date : 2021-10-17 Bernard Korai, Claudine Ouellet, Jacinthe Cloutier
Abstract The role played by emotions in funeral services, as in unwanted services in general, is still largely unexplored in the literature. While no theoretical attempt has been made yet to shed light on the dyadic and processual emotional relationship occurring in a service of this nature, a narrative literature review has been conducted from a multidisciplinary corpus. The analysis is designed to
-
Well-Timed Social-Emotional Support Can Enhance Consumer-to-Business Relationships Services Marketing Quarterly Pub Date : 2021-10-15 Maria M. Raciti
ABSTRACT Social-emotional support is valued by consumers and influences relationship dynamics—but when is the best time to enact social-emotional support tactics? Using data from a quantitative survey (n = 312), a structural equation model indicated that social-emotional support positively influences consumers’ affective commitment, relationship strength and, via affective commitment, loyalty. The
-
Establishing Loyalty from Consumers’ CSR Perception toward the Restaurants Offering Nutritional Information Services Marketing Quarterly Pub Date : 2021-10-13 Mohsin Abdur Rehman, Haesun Park-Poaps, Rab Nawaz Lodhi, Hafiz Amaad
Abstract This study investigated the influence of consumers’ corporate social responsibility (CSR) perception of the restaurants that offer nutritional information on their menu on customer satisfaction and loyalty to the restaurants and the mediating roles of brand trust and customer satisfaction in the picture. A SEM technique was used to analyze 360 responses collected from a survey in the US. The
-
The Impact of Internal Branding on Employees’ Brand Supporting Behaviour in Banking Services Marketing Quarterly Pub Date : 2021-10-13 Basetsana Taku, Yvonne K. Saini, Russell Abratt
Abstract The paper explored the antecedents of employee internal branding and employee supporting behavior. There is limited research on internal branding in emerging markets especially in the banking sector in South Africa. The results indicate that internal branding through employee brand identification, brand commitments and brand awareness positively results in employee supporting behavior. The
-
Collaboration in Service Recovery: Control, Effort, and Self-Serving Bias Services Marketing Quarterly Pub Date : 2021-10-13 Joohyung Park, Sejin Ha
ABSTRACT Studies advocate co-creation of service recovery is an effective strategy, enhancing customers’ equity and loyalty. This study examines the impacts of perceived control and effort as the key benefit and the cost associated with the co-creation strategy, in addition to the effect of self-serving bias to explain how co-creation induces a favorable recovery outcome. A scenario-based experiment
-
I Have to Choose This University: Understanding Perceived Usefulness of Word of Mouth (WOM) in Choosing Universities among Students of Higher Education Services Marketing Quarterly Pub Date : 2021-10-06 David Amani
ABSTRACT For decades, Word of Mouth (WOM) has been popularized as the most powerful form of marketing communication. However, there is scant evidence that validates its powerfulness from the receivers’ perspective. The study examined the powerfulness of WOM by testing its perceived usefulness in choosing Universities from 358 undergraduate students from the public university. Data were analyzed by
-
Consumers’ Advertising Media Use: A Cross-Cultural Study Services Marketing Quarterly Pub Date : 2021-10-06 Goitom Tesfom, Clemens H. M. Lutz
ABSTRACT The increasing need for advertising strategies, driven by fierce competition for world markets, has made it important for global managers to understand how advertising media are received by consumers from different cultures. The purpose of this study is to examine whether advertising media use of mobile phone service consumers depends on the cultural dimension of uncertainty avoidance. The
-
Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions Services Marketing Quarterly Pub Date : 2021-06-13 Theuns Kotzé, Pierre Mostert
Abstract Using survey data collected from 781 frontline employees of a South African retailer, this study investigated the degree to which employees’ perceptions of six service-oriented high-performance work practices (HPWPs) – staffing, training, financial compensation, non-financial rewards, involvement, and empowerment – predict their work engagement and service climate perceptions. It was found