Table 3 - uploaded by Benjamin Schneider
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The climate for service is conceptualized and studied as a correlate of customer satisfaction and corporate financial and market performance, with customer satisfaction as a mediator of the climate-performance relationship. Brief reviews of relevant literatures yield three hypotheses: (1) customer satisfaction will be a significant correlate of org...
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Citations
... Karyawan yang mampu terlibat dalam interaksi yang tulus dan autentik dengan pelanggan, sering kali melalui pengungkapan diri dapat menciptakan pengalaman layanan yang lebih positif dan personal di coffe shop. Hal ini, pada gilirannya, dapat meningkatkan kepuasan dan loyalitas pelanggan coffe shop mereka (Kumar et al., 2023;Akinwale & George, 2020;Kurdi et al., 2020;Azhar et al., 2018;Kim & Kim, 2016;Pizam et al., 2016;Cambra-Fierro et al., 2014;Hwang et al., 2015;Kuo et al., 2011;McCance et al., 2010;Walter et al., 2010;Schneider et al., 2009;Luo & Homburg, 2007;Liu et al., 2001;Fisher et al., 1999;Eccles & Durand, 1998;Abramis & Thomas, 1990;Vredenburg & Wee, 1986). ...
Kepuasan pelanggan merujuk pada perasaan positif yang dirasakan oleh pelanggan terhadap produk atau jasa yang mereka beli atau gunakan dari suatu perusahaan atau organisasi. Hal ini mencakup kesesuaian antara harapan pelanggan dan pengalaman yang diperoleh dari produk atau layanan yang disediakan oleh perusahaan atau organisasi tersebut. Jika pelanggan merasa bahwa produk atau layanan tersebut memenuhi atau bahkan melebihi harapan mereka, maka kepuasan pelanggan tercapai. Dengan memenuhi kebutuhan pelanggan dalam berbagai aspek, perusahaan dapat meraih sejumlah keuntungan (Wardhana, 2024; Zhang, Cao, Gu, and Jiang, 2021; Kotler & Armstrong, 2020; Afsar, Cheema, and Javed, 2020; Huang, Wu, and Lin, 2020; Kim, Lee, and Yoon, 2020; Ali, Ryu, and Hussain, 2019; Oliver, 1997; Spreng, and Mackoy, 1996; Anderson, Fornell, and Lehmann, 1994; Zeithaml, Berry, and Parasuraman, 1993; Parasuraman, Zeithaml, and Berry, 1985). Mengukur kepuasan pelanggan dengan memperhatikan elemen-elemen kepuasan dapat membantu perusahaan memahami lebih baik kebutuhan dan harapan pelanggan. Hal ini juga mendukung pembangunan hubungan yang kokoh dengan pelanggan. Beberapa faktor yang umumnya dipertimbangkan dalam pengukuran kepuasan pelanggan melibatkan (Kotler, Keller, Chernev, 2021; Solomon, 2020; Mothersbaugh, Hawkins, Kleiser, 2020; Blackwell & Miniard, 2017; Peter & Olson, 2013):
1. Product or Service Quality.
2. Price.
3. Atmosphere.
4. Company Reputation.
5. Trust.
6. Competency.
7. Inovation.
8. Security.
9. Ease of Use.
10. Flexibility.
11. Social Responsibility.
12. Ability to Provide Solutions.
13. Customer Experiences.
14. Brand Image.
15. Ease of Transaction.
16. Customer Support.
17. Certainty.
18. Psychological Satisfaction.
19. Social Interactions.
20. Customer Understanding.
21. Completeness.
22. Disclosure.
23. Personalization.
24. Justice.
... This bias is evident when considering the effects of climate that have traditionally been studied, such as customer satisfaction or retention (Davidson & Manning, 2003;Kralj & Solnet, 2010;Salanova et al., 2005). The service climate is conceived as a specific and strategic climate for the sustainability of the organization in competitive environments with the intention of enhancing financial and market performance (Schneider et al., 2009). The social sectors, however, can also take advantage of the service climate. ...
This research examines whether employees’ perceptions of service climate are related to organizational performance oriented toward improving the quality of life (QoL) of people with intellectual disability (ID) through the mediation of service quality perceived by family members. The research was conducted in 252 centers for people with ID in Spain. Employees ( N = 2.021) reported on service climate. Family members ( N = 2.267) reported on service quality and organizational performance oriented toward improving QoL. We used an overall measure of service climate. Service quality was composed of two dimensions: functional (efficiency in the delivery of the core service) and relational (quality of the social interaction between employees and service users beyond the core service) service quality. Organizational performance oriented toward QoL was composed of four dimensions: overall QoL; self-determination; social inclusion; and defense of rights of people with ID. Results supported full mediation, with functional and relational service quality mediating the relationship between service climate and performance oriented toward improving QoL. Implications for research and organizations are also discussed.
... Second, EET has been associated with several facets of employee well-being including job involvement, job satisfaction, and psychological health (Grant et al., 2007;Bakker andSchaufeli 2014: Vasantha &Manjunathan, 2014). High EET is associated with lower turnover and high talent retention (Schneider et al., 2009). Exploring the factors influencing EET can help cultivate a conducive workplace and increase stability within the organization. ...
Employee engagement is recognized as an integral part of organizational vitality. Enhancing such engagement is a critical factor for any leader seeking to develop a positive work environment and performance within the organization. The study explores the intricate relationship between communicative leadership and employee engagement, with a focal mediating variable of how employees perceive communication. Building on the technology acceptance model (TAM), which emphasizes perceived usefulness and ease of use, the current study also evaluated the potential moderating impact of leader intention to use ChatGPT between communicative leadership and employee engagement, as well as between communicative leadership and employee’s perception of communication. A survey distributed to public sector employees in Fiji Island yielded a response of 345 participants through cross-sectional and purposive sampling. Structural equation modeling (SEM) was employed to determine the model fit. The findings of the study show that communicative leaders significantly enhance employee engagement through employee's perception of communication. This suggests that when employees perceived leader communication well, they are more likely to engage in collaborative decision-making and demonstrate greater mutual obligation and commitment in the organization. Additionally, by encouraging dialogues, communicative leaders establish a safe environment where employees feel comfortable expressing their voice ensuring they are listened to and valued. Based on TAM factors, the leader’s intention to use ChatGPT partially moderates the relationship. This suggests that having perceived AI technology as user-friendly, leaders could leverage ChatGPT to streamline the flow of communication and provide a real-time solution. Finally, the current study offers both theoretical and practical implications, limitations, and suggestions for research directions.
... Parasuraman [36] defines Service Environment as users' overall assessment of the service received, encompassing perceived quality and objective quality. Schneider [37] considers Service Environment as an organizational context that reflects the employees' behaviors and attitudes toward service recipients influencing users' Behavioral Intention. ...
Background
Telemedicine, as a novel method of health management system, has demonstrated to have a significant impact on health levels. However, a challenge persists in the form of low usage rates and acceptance among older adults in China. There are accumulating evidence that willingness will affect the telemedicine usage among older adults. This study investigates factors influencing older users’ trust in adopting telemedicine technology, thereby promoting actual use.
Methods
A questionnaire survey was conducted with 400 urban seniors aged 60 and above. Drawing from the Technology Acceptance Model (TAM) and the Decomposed Theory of Planned Behavior (DTPB), the author combines elements such as Perceived Usefulness, Perceived Ease of Use, Subjective Norms, Service Environment, Self-Efficacy, Behavioral Intention to Use, and Usage Behavior. The aim is to explore the interrelationships between these factors.
Results
Perceived Usefulness (PU) and Service Environment (SE) significantly and positively impact Behavioral Intention (BI) to use telemedicine, with Trust (TR) identified as a crucial mediating variable. Enhancing trust can substantially increase older adults’ intention to use telemedicine services. Furthermore, the study reveals a significant relationship between older adults’ trust in telemedicine and factors such as Perceived Usefulness (PU), Service Environment (SE), Subjective Norms (SR), as well as Emotional Risk (ER) and Cost Risk (CR), the latter two tending to decrease Trust(TR).
Conclusions
This paper constructs and validates a combined model based on TAM and DTPB, comprehensively exploring the potential factors influencing the older adults’ intention to use telemedicine. The findings suggest that telemedicine services for older adults should prioritize improving user perception and enhancing trust throughout the service process to effectively increase their willingness to use these services.
... For service organizations, creating outstanding customer service experiences helps with longer service relationships as well as increased customer satisfaction, loyalty, and retention (Liao & Chuang, 2007;2004). This ultimately also pays off in terms of higher organizational, financial, and market performance and increased shareholder value (Schneider et al., 2006;Schneider et al., 2009). Companies capitalize on this competitive advantage, particularly in the hospitality industry. ...
... organizations, employees, customers and competitors) coevolve in interdependent systems and collectively shape and influence the norms and cultural aspects of the ecosystem (Aarikka-Stenroos and Ritala, 2017;Adner and Kapoor, 2010;Moore, 1993;Scott, 2013). Organizations exhibit flexible and permeable boundaries in an ecosystem, allowing their internal focus to extend beyond their customers to serve other stakeholders and entities within the surrounding environment (Schneider et al., 2009;Pomirleanu et al., 2022). ...
Purpose
The COVID pandemic has prompted B2B and industrial marketing scholars to understand more about how external disruptions impact parties involved in B2B transactions. This paper aims to adopt an ecosystem perspective to conceptually classify the interactions between actors involved in B2B ecosystems.
Design/methodology/approach
This conceptual paper presents a framework across multiple levels of ecosystem interactions (at micro, meso and macrolevels) to illustrate how value cocreation and knowledge flows (as mechanisms underlying B2B relationships) are related to firm performance.
Findings
Based on this framework, this paper offers propositions and several research questions about the effects of disruptions and how they propagate among these essential business ecosystem elements.
Originality/value
This conceptual framework underscores the vital role of relationships and interactions in shaping B2B ecosystems, especially during disruptive periods. With a greater understanding of how these interactions operate across levels (micro, meso and macro), scholars and practitioners may be better able to navigate disruptive periods.
... The service climate signals the specific types of attitudes and behaviors that are encouraged and rewarded in the collective environment [45]. The meaning employees attribute to the service climate in their workplace serves as an implicit input on how important service quality is at work and as something requiring their attention [46]. When the importance of delivering PFCC and its core element of collaboration with the family are integrated into the targeted service climate in the work environment, nurses understand that they are required to collaborate with the families. ...
This study focuses on the concrete role of the presence of a ward’s service climate in cultivating nurses’ collaboration with family members. Accordingly, this study examined the moderating role of the service climate in the link between nurses’ attitudes toward the family and their collaboration with family members in the care process. This is the second article of a series of studies we conducted among health staff in Israeli public hospitals. Relying on the patient- and family-centered care approach and using a cross-sectional study of 179 nurses from 13 internal medicine, surgical and geriatric wards at a large public hospital in Israel, we conducted a multiple regression analysis to test the contribution of all relationship variables to predicting nurses’ collaborative behavior with the family in the care process during elderly hospitalization. The findings indicate that service climate had a conditional moderating effect on the relationship between nurses’ perception of the family as a burden and their collaboration with the family in nursing care. Namely, in the absence of a targeted service climate, nurses form perceptions about the families as a burden, which in turn affects their distinct non-collaboration, and vice versa.
... Secondly, engagement is not a transitory phenomenon; thus, procedural interventions such as building a culture of respect, dignity and fairness can go a long way towards stimulating employee engagement (Schneider et al., 2009). Introducing training programmes focusing on building positive emotional states will alleviate turnover intentions (Salanova, Bresó Esteve and Schaufeli, 2008). ...
Drawing upon the conservation of resources theory, we investigate the serial mediation relationship between co‐worker incivility, work engagement, turnover intentions and knowledge hiding. We also examine the moderating effects of employee cynicism in the incivility–knowledge–hiding relationship through work engagement. We found that the negative relationship between co‐worker incivility and knowledge hiding is complex and mediated by work engagement and turnover intentions. Incivility, as a negative workplace stressor, triggers a negative work‐related state of mind (work engagement) and withdrawal cognition (turnover intentions), which in turn lead to knowledge hiding (behaviour). Finally, the mediated relationship between incivility and knowledge hiding through work engagement was moderated by cynicism, such that the association is more robust when cynicism is high.
... Essentially, the integration of employees' perceptions, attitudes and commitments to their service is most likely the measure of the organisation's service culture and service quality leading to the high operational and financial performance. Many authors have studied this combination of factors under the common theoretical concept of customer service orientation culture (Schneider et al., 2005(Schneider et al., , 2009). ...
... The SM results have shown that both LO and GO positively impact SMEs' SP. This is in consistency with previous studies on LO and GO by Schneider et al. (2005Schneider et al. ( , 2009) and Yavas et al. (2010). However, LO rather has impacted strongly on financial performance in contrast to the GO affecting mostly SP of globalising SMEs (Im and Workman, 2004;Kirca et al., 2005). ...
In this paper, we have tried to investigate the nexus between TQM related impacting factors and performance of SMEs regarding their increasing global scale and strategic dimension. Based on the achievements of TQM as a background theory, the paper conducted both qualitative and quantitative 2 B.N.H. Anh et al. research for selected SMEs operating in the largest, dynamic cities of Vietnam and belonging to different industries. As a result, the paper provides findings in a bid to formulate varied proposals for exploring and putting in use policy recommendations, managerial implications and several long-term, overarching solutions to boost the strategic performance and sustainability of globalising SMEs that operate in a more and more borderless world business environment. The conclusions indicate that SMEs' financial performance must be paid less attention in a favour of their strategic performance, one they are to advance in terms of scale and impact as parts of global support industries and value chain.
... No empirical research has been conducted to weigh these factors in order to realize the primary factor influencing customer repurchase decision making in a single study. Second, despite some of these studies investigated factors affecting customer willingness to choose in various service industries (e.g., Ferguson et al,, 2005;Schneider et al., 2009;Webber 2011), no similar study, using a sample from Iran, has been carried out measuring these factors in the beauty sector. Third, most research studied customer willingness to choose have focused on one-time interaction (Pugh, 2001;Tan et al., 2004) and short-term relationships (Robert et al., 1987;Gutek et al., 1999;Rogelberg et al., 1999). ...
In the last two decades, research on investigating factors influencing the consumer repurchase intention has advanced and become an important topic in the marketing society and literature. The objective of this paper is to compare the weight of service providers' personality traits and service quality performances they provide to uncover the primary factor influencing a clients' intention to revisit their beauty salon in a long-term relationship. The SERVQUAL model of service quality and Mini-Marker model of personality were employed to substantiate the hypothesized relationship. Based on 453 valid respondents from beauty salons' visitors, empirical finding remarkably indicate that the hairstylist's personality was the primary reason for clients to revisit beauty salons. The results demonstrate that the factors such as agreeableness, intellect, conscientiousness and extraversion respectively have been prioritized as the most effective reasons for re-visitation in the view of customers. From the service quality side, the dimension of tangibility is ranked as the first reason to revisit the beauty salon. Overall, the outcome of this study can be applied to beauty salons' management process in the line with building a strong long-term customer relationship and in return sustain profitability.
