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Critical Service Encounters: The Employee's Viewpoint
Abstract
In service settings, customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee. Previous research has identified the sources of satisfaction and dissatisfaction in service encounters from the customer's point of view; this study explores these sources in service encounters from the contact employee's point of view. Drawing on insights from role, script, and attribution theories, 774 critical service encounters reported by employees of the hotel, restaurant, and airline industries are analyzed and compared with previous research. Results generally support the theoretical predictions and also identify an additional source of customer dissatisfaction—the customer's own misbehavior. The findings have implications for business practice in managing service encounters, employee empowerment and training, and managing customers.
... Examples range from shoplifting, vandalism, and physical abuse to online trolling or harassment on social media. Research on customer misbehavior has traditionally focused on misbehavior targeted toward firms (e.g., Tonglet 2002) or frontline employees (FLEs) (e.g., Bitner, Booms, and Mohr 1994). However, service experiences today are increasingly characterized by customer-to-customer (C2C) interactions, a development fueled by technological advances and the rise of the sharing economy (Eckhardt et al. 2019). ...
... Fullerton andPunj (2004, p.1239) define customer misbehavior as "behavioral acts by consumers, which violate the generally accepted norms of conduct in consumption situations." Individuals exhibiting such behavior are also often referred to as dysfunctional customers (Gong, Yi, and Choi 2014;Harris and Reynolds 2003), deviant customers (Fombelle et al. 2020), or problem customers (Bitner, Booms, and Mohr 1994). ...
... First, it can be distinguished according to its target. While prior research focuses on misbehavior directed at firms (Tonglet 2002) or its FLEs (Bitner, Booms, and Mohr 1994), customers themselves increasingly become the target of other customers' misbehavior as advances in technology and the rise of the sharing economy provide misbehaving customers additional avenues to target other customers. We refer to such negative C2C interactions as C2C misbehavior. ...
Service encounters nowadays are increasingly characterized by customer-to-customer (C2C) interactions where customers regularly become targets of other customers' misbehavior. Although previous research provides initial evidence of the conta-giousness of such C2C misbehavior, it remains unclear whether, how, and why C2C misbehavior spreads when frontline employees (FLEs) are involved and what FLEs can do to curb it. Two online and one field experiment in the context of co-working and transportation services reveal that FLE-directed blame attributions drive the spread of C2C misbehavior while perpetrator-directed blame attributions reverse it. These blame attributions are greater the more severely customers judge other customers' misbehavior. Findings further rule out alternative contagion mechanisms (social norms and emotional contagion) and show that contagion spills over to C2C misbehavior unrelated to the initial transgression. By specifying how contagion unfolds and by explicating the central role blame attributions play in C2C misbehavior contagion, this research uncovers its social dynamics, thus extending existing theory on customer misbehavior and attribution theory in multi-actor settings. Managerially, this research provides FLEs with explicit guidance on what they should do (personalized FLE interventions delivered either in person or remotely) and avoid doing (disapproving looks, FLE service recovery) when faced with C2C misbehavior.
... In the service sector, interpersonal relationships are an important factor and research suggests that creating interpersonal interactions between customers and service providers has a positive effect on their evaluation of service quality (Binter et al., 1994;Sundaram & Webster, 2000). In general, tourists' and customers' interactions increase their intimacy and connection, and thus, positively influences factors such as their satisfaction, involvement, and a better understanding of service quality (Lin et al., 2019Yoo et al., 2012). ...
... The results of this study indicate that local hosts should actively focus on their interaction with guests and increase both relationship and service quality to attract the desired attention and responses. Recent studies confirm this conclusion (Binter et al., 1994;Lin et al., 2019Lin et al., , 2020. Being consistent with previous studies (Kim, 2014;Watkins et al., 2017;Zatori et al., 2018), the analysis of H5 and H6 hypotheses suggested that reinforcing RQ and PSQ would contribute to tourist experience and even lead to memorable tourism experience (MTE). ...
This study aims to investigate the relationship between local host-tourist interaction, perceived service quality (PSQ), relationship quality (RQ), memorable tourism experience (MTE), and revisit intention in ecotourism based on social exchange theory. A questionnaire was sent through an online survey to the Iranian tourists who had chosen local accommodations in Iran, Iraq, and Turkey during the 2019–2020 and included both domestic and international destinations. A total of 406 valid questionnaires were obtained, and the proposed research model was tested using partial least squares structural equation modeling (PLS-SEM). The results indicate that hedonic and functional interactions have a positive impact on RQ and PSQ. On the other hand, RQ and PSQ contribute significantly to memorable experiences and revisit intention. Drawing on a large sample of eco lodging guests, this paper sheds light on the relationships between host-tourist interaction and RQ and PSQ for motivating behavioral intentions like visiting again and memorable experience.
... It has become increasingly important for online service quality to include these aspects, which have become a "essential part." Customer satisfaction & perceptions of quality are greatly influenced by the behaviour of a "service representative during service encounters" (Bitner, Booms, & Mohr, 1994;Parasuraman, Zeithaml, & Berry, 1988). According to research, various aspects of making decisions and information processing have been found to be altered by personalization (Tam & Ho, 2006). ...
It's common to think of tourism as a global company that contributes effectively to a country's economic growth. The tourism sector relies largely on hotel services as one of the fastest-growing industries ithe a recent decade. Domestic tourists in China brought in $187.5 billion in income in 2010. Outbound tourism is also undergoing an incredible shift. Consequently, the purpose of this essay is to find out how hotel visitors rate the quality of their internet service. By utilizing a conceptual framework that encompasses both theory and conceptualization, this research aims to provide an accurate and reliable way to assess the quality of online hotel service. Regression & path analysis were used to evaluate the model based on information gleaned from an online survey of hotel guests. Information, responsiveness, site aesthetics, personalization, and security are the five essential online hotel service quality aspects found in confirmatory factor analysis. The proposed online service quality model and its management and theoretical consequences are explored in this study.
... Besides, brand stories are abstract and shapeless, and a key step for a consumer to fall in love with a brand is to experience the brand story via the service environment; the more coherent the self-brand connections, the richer the brand imagination [24], so using brand stories to market services accounts for another driving factor of brand storytelling in marketing. Bitner [25] proposed that the service environment factors include the hardware environment, spatial layout and functions, enterprise labels, symbolic signs, and decorations. For consumers new to hotel brand stories, well-designed service settings boost the consumer's imagination of the brand when they experience the services [26]. ...
... Script theory contends that there is a common sequence of acts in service encounters in which customers and employees "share similar beliefs regarding their roles and the expected sequences of events and behaviors (Bitner et al., 1994)" (Magnini et al., 2007, p. 214). Therefore, "service failures heighten the sensitivity and awareness of the customer due to deviation from an anticipated transactional script" (Magnini et al., 2007, p. 214). ...
Despite the growing academic attention to consumer affinity, the study of its antecedents had been relatively ignored. The current study focuses on the effect of service recovery on consumer affinity in intercultural service encounters (ICSEs) involving customers and employees from different cultures. The current study has three purposes: (1) determine whether good service recovery improves consumer affinity and, in turn, revisit intention in ICSEs; (2) examine whether this effect is also confirmed in a relative high animosity country; and (3) examine the psychological process by which service recovery enhances consumer affinity. We conducted a series of scenario-based experiments to examine our hypotheses. The results revealed that good service recovery led to greater intention to revisit the country via consumer affinity as opposed to bad service recovery. However, the effect of service recovery disappeared or attenuated in a high animosity country. Further, two types of service recovery (i.e. process and outcome) influenced consumer affinity via both warmth and competence. We discussed theoretical implications, practical contributions, and future research directions based on the empirical results.
... Researchers have used different terms in the literature to explore the nature of customer misbehaviour. In this context, researchers have used the following terms to describe customer misbehaviour: "problematic customers" (Bitner et al., 1994); "dysfunctional customer behaviour" (Fullerton and Punj, 1997); and "jay customer" (Lovelock, 1994). Dysfunctional customer behaviour emerges during customer-employee interactions. ...
Purpose
This study aims to identify and elucidate on the different forms and antecedents of customer misbehaviour in the service industry of the emerging country particularly India.
Design/methodology/approach
This study adopts a bibliometric analysis approach using bibliophagy software and thematic analysis to reveal four themes: “forms of customer misbehaviour”; “antecedents of such misbehaviour”; “changes in the personal and work behaviour of employees and management”; and “measures to reduce customer misbehaviour”. These are combined and interrelated to extant theories and empirical data to ultimately produce a comprehensive model on the subject.
Findings
This study finds the antecedents and analyses different forms of customer misbehaviour from Asian customer perspectives. A thematic output is provided which policymakers and other researchers can use to develop various policies and which other related research could use as inputs in the area or consumer behaviour and emerging countries.
Research limitations/implications
This study contributes to the field of behavioural studies, especially in the Asian context. Policymakers and future researchers can use these findings to understand different customer-related issues from Asian customer perspective. However, the focus on the Indian consumer market as an emerging country in Asia limits the applicability and generalizability of the study for all emerging countries.
Originality/value
The originality and value of this study is related to its pioneering use of bibliometric and thematic analysis from the Asian service context. The value of such research work is associated with both scholarly and executive implications. Regarding the latter, this study examines the myopic nature of uncivil behaviour and helps service firms to understand and manage its different forms, conclusively also providing practicable executive directions on the problem.
... norms of conduct for how to treat employees (Reynolds and Harris, 2009;Kang and Gong, 2019). Other similar items were used interchangeably by previous research include deviant customer behavior (Harris and Daunt, 2011), customer misbehavior (Fullerton and Punj, 2004), customer mistreatment (Park and Kim, 2019), and problem customers (Bitner et al., 1994). Despite acknowledging DCB is a multidimensional concept, most prior research focuses signal specific form of DCB, such as verbal abuse (Cho et al., 2020), and illegitimate complaint (Kim and Baker, 2019;Arora and Chakraborty, 2020). ...
Despite increasing interest being given to dysfunctional customer behavior in multiple service sectors, it is unclear how and why different types of dysfunctional customer behavior (verbal abuse, disproportionate demand, and illegitimate complaint) affect frontline employees’ emotional labor during the service interactions. Drawing upon the conservation of resources theory, we propose a conceptual model in which verbal abuse, disproportionate demand, and illegitimate complaint differentially influence frontline employees’ emotional labor strategies (surface acting and deep acting). Further, the boundary conditions of these relationships are considered by introducing perceived organizational support and customer orientation as moderators. Using survey data from 436 frontline employees of five call centers in China, hypotheses were tested through a hierarchical regression analysis. The results indicated that verbal abuse and illegitimate complaint exerted positive effects on surface acting. Particularly, these positive effects were weaker when frontline employees perceived organizational support was high. Also, verbal abuse’s positive effect on surface acting was weaker when frontline employees’ customer orientation was high. Customer’s verbal abuse, disproportionate demand, and illegitimate complaint negatively influenced frontline employees’ deep acting. The negative effect of disproportionate demand on deep acting was weaker when perceived organizational support was high. However, when frontline employees’ customer orientation was high, the negative effects of disproportionate demand and illegitimate complaints on deep acting were weaker.
... Interactions in the offline exhibition are as critical as those in the offline retail store, and customers who visit an exhibition may even expect more professional knowledge in the field. Thus, the perceived value acquired from social interaction with the personnel in booths in an exhibition may crucially affect offline satisfaction (Bitner et al., 1994). Thus, to evaluate the social value perceived from the exhibition, the current study applies Srivastava and Kaul's (2014) social interaction in retail to the exhibition domain. ...
This study investigates an O2O-based exhibition, and specifically examines how the perceived trust toward the online exhibition affects the offline exhibition based on the trust transfer theory. To solve this research question, a survey was administered in the Korea Machinery Fair (KOMAF) exhibition from October 22 to October 25, 2019. A total of 205 responses from the participants of B2B firms were analyzed, and the results indicated that participants' perceived trust from the online influencers, including the O2O platform, organizer, and exhibitors, positively influenced online satisfaction. An increased online trust-satisfaction also positively affected offline value-satisfaction toward the exhibition consisting of reduced perceived risk as well as utilitarian, hedonic, and social value. Finally, the online and offline satisfaction of B2B firms toward the exhibition helped increase O2O loyalty in the Exhibition.
... However, consumers are not always well-intentioned in the exchange relationship (Wilson et al., 2022), often portraying a dark, negative side, such as shoplifting (Cox et al., 1990;Egan and Taylor, 2010), queue jumping (Adam, 2021), vandalizing (Fisk et al., 2010), gratuitous complaints (Reynolds and Harris, 2005) and spurious product returns, verbal and physical abuse of employees and fellow customers (Harris and Daunt, 2013), and abuse of company resources (Schaefers et al., 2016). Individuals who exhibit such behavior are called "jaycustomers" (Harris and Reynolds, 2004), problem customers (Bitner et al., 1994), and dysfunctional customers (Gong et al., 2014), and the behavior they display referred to as deviant customer behavior (Daunt and Harris, 2011), dysfunctional customer behavior (Harris and Reynolds, 2003), or customer misbehavior (Fullerton and Punj, 2004;Gursoy et al., 2017). These kinds of dysfunctional customer behaviors can cause material losses and psychological damage to product manufacturers, marketers, other consumers (Fullerton and Punj, 2004), and employees. ...
Dysfunctional customer behavior is common in service settings. For frontline employees, negative encounters can cause short-term despondency or have profound, long-term psychological effects that often result in both direct and indirect costs to service firms. Existing research has explored the influence of dysfunctional customer behavior on employee emotions, but it has not fully investigated the psychological mechanism through which customer misbehavior transforms into employee responses. To maintain service quality and employee well-being, it is important to understand the impact of customer misconduct on employee emotions and its effect on subsequent service behavior. To assess the process through which dysfunctional customer behavior manifests as negative emotions in frontline service employees, and the influence of negative employee emotions on their prosocial service behavior, we surveyed 185 frontline banking service employees. We sought information on service employee experiences, attitudes, and feelings regarding dysfunctional customer behaviors, the perceived level of supervisor support, and employee prosocial service behavior intentions. Structural equation modeling and hierarchical linear modeling were used for statistical analysis and hypothesis verification. Results indicate that dysfunctional customer behavior has a positive relationship with bank service employee negative emotions and a negative influence on employee prosocial service behavior. The study found that negative emotions fully mediated the relationship between dysfunctional customer behavior and prosocial service behavior. The moderating role that perceived supervisor support plays on the relationships between dysfunctional customer behavior and negative emotion was also investigated. The results show that perceived supervisor support moderates the relationship between dysfunctional customer behavior and negative employee emotions. Finally, the study provides bank managers with effective strategies to assist frontline employees to manage and deter dysfunctional customer behavior, and presents employees with internal recovery strategies when encountering dysfunctional customer behavior.
... The findings revealed that if online shopping websites ensure the safety of customers' personal and financial information (payment safety, not misusing their personal information, debit/credit card safety), customers tend to have a positive attitude toward online purchase. These findings were consistent with many past studies by [140], [129], [141], [142], [143]. Additionally, trust in online purchases positively affects attitudes toward such purchases (H 1g ). ...
With rapid growth in the field of communication, technology, and higher internet penetration, extensive usage of electronic services has become inevitable. Therefore, electronic services (e-services) have become very popular and one of the key determinants contributing toward e-business success. Consequently, it becomes essential to measure and evaluate customers’ perceived E-Service Quality, which affects their purchase intention to buy online. Therefore, the current study examines the effect of customers’ perceived E-SQ on their online purchase intention, as an extension of the Theory of Planned Behavior. The study included 449 samples of online buyers from Rajasthan state of India. To test reliability and validate the constructs of the measurement model, Confirmatory Factor Analysis was used using SPSS 24.0 and AMOS 24.0 software. Further, Structural Equation Modelling was used to validate and test empirically the causal relations between the constructs of the measurement model. The results revealed that judgments related to online websites have a strong positive relationship with the key features of E-SQ (e.g., reliability, responsiveness, personalisation, convenience, trust, and ease of navigation). Further, in addition to this, results also indicate that Theory of Planned Behavior (TPB) can completely predict and explain the determinants of E-SQ, influencing customers’ online purchase intention. Therefore, this study helps in providing scale measurement of online purchase websites to identify their E-SQ strengths and weaknesses, which can help them improve upon their weaknesses and try serving their customers better in the electronic marketplace.
... Researchers in both marketing and business and service management have shown that customer satisfaction with face-to-face service encounters, and hence loyalty, greatly depend on a series of factors. Some of them are connected with the physical characteristics of establishments and basically have to do with their surroundings, appearance and arrangement, especially whether this favours spatial proximity between service providers and/or employees, and customers (Bitner, Booms & Tetrault, 1990;Bitner, Booms & Mohr, 1994). Other factors have a personal nature and pertain to the appearance and behaviours of service providers and employees themselves (Smith, Bolton & Wagner, 1999;Wu & Liang, 2009). ...
Given that humour greatly impacts customer satisfaction and loyalty, this paper explores the dialogical forms of humour occurring in evening service encounters. It reports on a study focusing on interactions between baristas and customers. The latter belong to two group: university students in their late teens and twenties, and regulars over forty years old. The establishments selected for the study are small cafes and small tapas bars in Seville. The study is based on unobtrusive observation and field notes, as the humour authenticity depends on naturalness and spontaneity. Although the interlocutors engaged in the encounters made use of dialogical forms of humour in order to achieve similar interactional goals, the results of the study reveal variation in terms of the quantity and categories of comical tokens. A series of individual and external factors explain this variation.
... The appearance of another customer, which includes visual and olfactory aspects, although more specific than the general ambiance, is also a type of implicit CCI. The appearance of another customer might cause a customer to anticipate a certain sort of behavior or at least suggest a raised degree of unpredictability, for example, if hotel guests are swimming nude in the pool (Bitner et al., 1994). Appearance is a common aspect of undesired customers (e.g. ...
Customers are constantly interacting with different actors and resources in the marketplace.This chapter explores how customers can be influenced by other customers present in the service setting. While research has devoted considerable attention to interactions taking place between customers and employees, far less attention has been paid to interactions among customers.Generally known as customer-to-customer interaction (CCI), these positive or negative interactions represent an important potential for service organizations. A conceptual framework is developed to outline the range of CCI and it is used to direct managerial attention to strategies for supporting CCI. The chapter delineates an agenda for future research into C2C behavior.
... The customer service literature acknowledges the prominence of personal interactions in obtaining satisfied clients (Parasuraman et al., 1985). Frontline employees are key to creating successful interactions between companies and their customers (Bitner et al., 1994). ...
Management scholars are increasingly stressing the importance of corporate social responsibility (CSR) and its growing role in today's business world. Building on stakeholder theory and relationship marketing theoretical framework, this study focuses on the link between customers and CSR and the role of frontline employees in building customer relationship quality, critical for CSR initiatives. This article investigates the effects of expected relational benefits and professional stereotypes on customers' perceptions of companies' CSR activities. This research unveils the cognitive processes influencing customers' perceptions of CSR initiatives the moment they open the companies' doors. A survey was conducted among customers in the banking sector that is experiencing an increasing deployment of CSR programs. We found that frontline employees, as drivers of relational benefits, actively participate in how customers perceive their banks' CSR initiatives. However, how customers perceive their banks through bankers' professional stereotypes partially influences their perceptions of CSR initiatives.
... In a recent study, Levesque and McDougall (1996) found that the performance of the service provider on core and relational dimensions of services has a significant positive relationship with customer satisfaction in retail banking. Bitner et al. (1994) and Anderson et al. (1994) also point to this link by suggesting that improved service quality will provide significant impact of customer satisfaction. ...
This quantitative research aims to investigate the perceptions of bank service quality among Malaysian customers, and to determine which dimensions of perceived service quality make the greatest contribution to overall customer satisfaction. Positivism paradigm was adopted in this study since it is the most suitable for studies where hypotheses are statistically tested. Explanatory research was utilised since the topic chosen is an entirely new area. Quantitative method was utilised via survey questionnaire. Numerical data were collected via the use of Likert scale. The scale is 1 to 5 where 1=strongly disagree; 2=Disagree; 3=Neutral; 4=Agree; 5=strongly agree. Primary data collection method was used since the researcher had to personally distribute questionnaire to 300 bank customer across Malaysia. Questionnaire was divided into three sections-the demographics questions, the independent variables and the dependent variables. Data collected were analyzed and interpreted using SPSS software where several tests including the reliability, sample adequacy, normality, descriptive statistics, and correlation and regression analyses were conducted. Results and findings were compared with past and present studies. The findings using the bivariate multiple regression analysis showed that three dimensions of service quality namely reliability and security, empathy and assurance have positive significant relationship with customer satisfaction evidence from Malaysia. The hypothesis related to the dimension of tangibility was rejected. SERVQUAL model has other dimensions which can still be explored. Further research should utilize bigger sample size which may lead to a situation where all the dimensions of service quality are positively significantly related to customer satisfaction.
... Innovation is not about goods or materiality per se but fundamentally about human knowledge and skill development (Lusch and Vargo, 2014). Consumers bring previous experience, skills, knowledge and access to other resources into each service encounter and evaluate functional, technical and image dimensions of quality based on what they experience in that encounter (Bitner et al., 1994;Grönroos, 1990;Kang and James, 2004). The service environment, including ambient conditions and social factors, affects the perception of functional quality (Grönroos, 1990). ...
Purpose-This paper aims to investigate whether and why the base of the pyramid (BOP) actors display passive innovation resistance because of which they reject service innovations without evaluation and forfeit potential to improve their well-being. The resourceness concept, referring to the outcome of how actors appraise and integrate resources in pursuit of a purpose at hand, is used as a theoretical lens to investigate the everyday consumption behaviour of BOP households and helps to investigate how and why passive innovation resistance occurs. The outcomes of the study help address important theoretical and practical considerations for the development of successful new service concepts at the BOP. Design/methodology/approach-Narrative interviews with 29 households in Zambia provide data, from which patterns in how potential resources do or do not become real are identified and related to the concept of passive innovation. Findings-Economic, social and other factors in the BOP context clearly influence non-random patterns of resource integration which are correlated with passive innovation resistance. This can lead to service innovations being ignored and/or misunderstood prior to evaluation for adoption. This is a risk to the potential positive impact of service innovation for poverty alleviation at the BOP. Practical implications-Service innovation at the BOP must begin with a deep understanding of "how" and "why" consumers typically appraise and integrate potential resources to achieve a beneficial outcome in their context. To overcome the barrier of passive innovation resistance, marketing education must stimulate an understanding of potential benefits and motivation towards the change associated with the adoption of service innovation. Social implications-The findings support more successful service innovation strategies for the BOP, which can provide vital infrastructure for the alleviation of poverty. Originality/value-The application of a service-dominant logic perspective in the BOP context and the conceptual linkage between resourceness and passive innovation resistance is novel. Valuable insights are gained for service practitioners at the BOP and for further conceptual development of innovation resistance in the BOP context.
... Empathy represents caring, individualized attention the service provider gives its customers (Parasuraman et al., 1985). Several studies found that Gen-Y consumers have benefited from the increased availability of customized products and personalized services (Ansari & Mela, 2003;Berry et al., 2010;Bitner et al., 2000;and Peterson et al., 1997). ...
The Centre for Business, Research, Industrial Linkages & Consultancy (BRIC) of Universiti Selangor (UNISEL) acts as an entity that is responsible for making efforts to make research and innovation excellence an important agenda that “meets the needs of our stakeholders and the future generations. It is long overdue that the linkages between Business, Research, and Industries are to be established. These linkages are also in line with the noble realm of the Selangor State Executive Councilor (EXCO) for Education, Human Capital Development, Science, Technology and Innovation. The compilation of Unisel Bestari Research Projects (UBRP) 2016 was initiated by BRIC and it is part of the “Transformation Agenda” led by Prof. Dato' Dr. Mohammad Redzuan Othman, the President & Vice-Chancellor of Universiti Selangor. The proceedings, being divided into seven (7) sections, provide an opportunity for the audience to engage with academic papers that were yielded from UNISEL Bestari Grant in 2016. The publication of the proceedings aims to stimulate academic research and to jointly advance the research and innovation agenda of the Selangor State through excelling research and innovation activities in Universiti Selangor. This is a fruitful beginning and it may constitute a foundation for future scholarly works in this institution. Last but not least, the audience will discover that the articles published in the proceedings present both the challenges and creative solutions that emerged from the academic endeavours of the faculty members in UNISEL. It is also a manifestation of collaborative works amongst academics from various academic disciplines in UNISEL. The editors wish to thank all the paper contributors, the administrative staff of BRIC and the top management of UNISEL for their excellent support given in the publication of the proceedings.
... Earlier studies on service failures concentrated on categorizing different types of service failures [7,17,20], sources of failure [21], or the typology of problematic customers [22]. Later, scholars focused on exploring the consequences of service failure. ...
Service failure is inevitable. Although empirical studies on the outcomes and processes of service failures have been conducted in the hotel industry, the findings need more exploration to understand how different segments perceive service failures and the associated emotions differently. This approach enables hotel managers to develop more effective strategies to prevent service failures and implement more specific service-recovery actions. For analysis, we obtained a nine-year (2010–2018) longitudinal dataset containing 1224 valid respondents with 73,622 words of textual content from a property affiliated with an international hotel brand in Canada. A series of text-mining and natural language processing (NLP) analyses, including frequency analysis and word cloud, sentiment analysis, word correlation, and TF–IDF analysis, were conducted to explore the information hidden in the massive amount of unstructured text data. The results revealed the similarities and differences between groups (i.e., men vs. women and leisure vs. business) in reporting service failures. We also carefully examined different meanings of words that emerged from the text-mining results to ensure a more comprehensive understanding of the guest experience.
... Finally, the professional service settings are usually more complex, which customers are less familiar with (Bitner et al., 1994). Thus, to ensure positive co-creation outcomes, customers also need to be trained to know how to behave and what to expect in given situations. ...
This study explores how the perceived co-creation values (PCVs) from tourists’ perspectives are applied in the customized tour arrangement service setting. The sequential qualitative and quantitative methods are adopted for this study. The initial qualitative method in terms of the proactive semi-structured interview is conducted to identify and explore the dimension of the PCV construct and to develop its measurement scale. The quantitative method by the structure equation model is employed for the proposed conceptual model fitness assessment and consolidation. Our work contributes to the progression of value co-creation research in a customized tourism context and provides a valid and reliable PCV instrument to tourism practitioners for a better service platform designing. The mediating role of customer satisfaction (CS) between PCV and customer loyalty (CL) offers service providers a deeper understanding of customer psychology and behavior, and thus, the loyal customer cultivation strategy.
Jaycustomer is not uncommon in the hospitality business. Service employees are experiencing mistreatment behaviour caused by them almost daily during the service delivery. This type of customer behaviour, therefore, with considerable accumulating amount of maltreatment would reflect the employees’ work performance or withdrawal from work due to distress. However, the impact of the jaycustomer behaviour on employees is much depending on their socio-demographic. The purpose of this study is to assess the impact of age and experience at work on employees’ stress level when encountering the jaycustomer behaviour. A total of 322 employees of hospitality business participated in the online survey of this study. Three linear model were assessed in this study where the OLS regression result showed that the addition of age and experience in Model 2 and Model 3 significantly decrease the level of stress among employees. The result of further investigation has proved that young employees are less stress compared to senior employees in terms of age and experience. It is recommended that providing training according to level of experience and age on controlling and handling the customer would help employee to handle the stress and able to take action before it accumulated.KeywordsJaycustomerAgeExperienceHospitalityWorkplace stress
Purpose
Based on a relationship marketing approach, this paper aims to study the influence of social media use on salesperson performance and its underlying mechanisms from the perspective of salespeople in B2B settings.
Design/methodology/approach
To test the proposed model, the authors used structural equation modeling with a sample of 196 French B2B salespeople. Moreover, to explore the moderating effect of emotional management between social media use and relationship quality, the authors used the Hayes macro PROCESS for SPSS and the Johnson–Newman’s floodlight method.
Findings
The authors confirm the direct role of social media use on salesperson performance, and its indirect role through the parallel mediation of social proximity and relationship quality. The empirical study provides evidence for the moderating effect of emotional management on the relationship between social media use and relationship quality.
Practical implications
Companies should promote the use of social media to increase both the sales and creative performance of salespeople. Moreover, salespeople with low to moderate abilities to manage other people’s emotions benefit strongly from the use of social media, as this directly increases their relationship with their customers.
Originality/value
The research complements the conceptualization of salesperson performance as a combination of sales performance and sales creativity and shows that emotional management is an asset for social media users to develop valuable business relationships.
Purpose
The incidents of hotel theft constitute a significant cause of concern for the hotel industry. Such incidents result in substantial financial implications, inventory management issues and complications in finding exact replacements. This study, therefore, investigates customer stealing practices in Indian hotel industry.
Design/methodology/approach
A structured email interview was conducted with twenty-five senior hotel managers. The data were analyzed by adopting a coding technique using inductive content analysis.
Findings
The results were discussed under seven headings-extent of such stealing incidents, financial consequences of such practices, strategies to prevent such instances and, finally, how to deal with customers when caught stealing.
Research limitations/implications
This study highlighted themes related to the profile of customers involved in stealing practices, motives, consequences and strategies required to manage such customers. Future studies can focus on restaurants, airlines, airports and tourist attractions to identify strategies and best practices for preventing such practices.
Practical implications
The study's findings have tremendous potential for the hospitality industry. Dealing with customers’ stealing practices is a very sensitive issue. Furthermore, hotels bear lots of expenses if the policy for tackling the problem still needs to be implemented. Furthermore, if not handled professionally, a lack of effective guidelines can cause embarrassment for managers.
Social implications
The study has the potential to raise awareness among the members of society to be more responsible toward hotel property.
Originality/value
This study extends to the limited literature on hotel guests' theft. The comprehensive analysis of the themes generated from an interview with the senior managers of the hotel industry provides a unique insight into the nature of the problem. The solutions offered in this study are an original contribution to the literature.
This study conducted a content analysis of an online Turkish complaint website to classify online customer complaints about service failures in multi-agent situations of a tourism service supply chain. A total of 400 incidents were collected regarding 422 service failures. The complaints fell into four failure groups: Actual Service, Supplier’s Service, Service Provider’s Employees, and Supplier’s Employees. The findings support the previous literature in a different context by demonstrating that, within a multi-agent context, customers consider the whole service delivery experience. They may therefore integrate or transfer their emotions or behavioral attitudes from the principals (e.g., travel agencies) to agents (e.g., hotels) or vice-versa.
Purpose
Future service interactions are anticipated to use humanoid robots in a society that is shifting to a digitalized era. Currently, it is evident that many businesses are replacing service interactions with self-service technologies (SSTs). This movement creates substantial societal changes that researchers have not paid sufficient attention to comprehend. In this setting, the purpose of this study is to examine the social drivers that influence customer mobility toward co-creating value via SSTs. The study also seeks to discover variations in customers' willingness and capacity to adopt SSTs.
Design/methodology/approach
To fulfill the research aims, a qualitative technique was adopted, with semistructured interviews conducted with 25 SST users from varied demographic backgrounds. To recruit individuals for the study, a nonprobabilistic purposeful sampling technique was adopted, with the goal of employing information-rich instances. The data were analyzed using thematic analysis.
Findings
The study identified eight social drivers that are important in the customer transition toward co-creating value with SSTs. According to the study, SSTs are characterized as a social trend in which adoption is accepted (social norm) and modifies social connections in a new direction. Using SSTs has evolved into a socializing tool that gives people social acknowledgment. Some people see SSTs as social pressure, putting them at a disadvantage if they do not adopt. People, on the other hand, acquire sufficient social support and independence to use SSTs. Customers were categorized into four groups depending on their willingness and ability to embrace SSTs: trendsetters, dreamers, old-fashioned and stragglers.
Practical implications
In practice, service providers can use this knowledge to successfully promote their SSTs and create enhanced client experiences through technological interfaces.
Originality/value
The study adds new knowledge by identifying social determinants in customer shifts toward SSTs, a phenomenon that has not been studied previously, and it adds to marketing theory by proposing a typology to group customers based on their ability and willingness to embrace SSTs.
Brands continue to offer social media customer service despite many unexplored challenges. One unknown aspect is observers’ perceptions of another customer’s complaint language, in particular, when alternative linguistics are used by complainants (e.g. i h8 ur brand). This work develops and validates a new instrument to measure observers’ complaint language perceptions, defined as non-complainants’ (i.e. observers on social media) cognitive perceptions of how well a complainant communicates their failure to a firm when seeking a recovery on social media. Five data collections follow the multi-stage measure development process to produce a reliable and valid representation of observers’ complaint language perceptions.
This article investigates the influence of the use of sales force automation (SFA) on the performance of business-to-business (B2B) salespersons, given its growing importance and much discussed effects. We examine the underlying mediating mechanisms between the use of SFA and salesperson outcomes (i.e. job satisfaction and salesperson performance). Based on a sample of 196 B2B salespeople, our results confirm the existence of a direct effect between the use of SFA and salespeople’s performance, as well as the existence of indirect effects via (1) interpersonal mediators, that is, successively adaptive selling behavior and relationship quality and (2) intrapersonal mediators, that is, successively role overload and the risk of salesperson burnout. The results also show the positive influence of job satisfaction on salespeople’s performance, and vice versa.
Badanie jakości w sferze usług jest wyzwaniem, które obliguje do bardzo krytycznego spojrzenia na techniki pomiaru jakości stosowane w produkcji materialnej. Przyczyną są przede wszystkim szczególne cechy usług, odróżniające je od produktów materialnych. Nie wnikając w te różnice (poświęcono im w literaturze bardzo dużo miejsca 1) należy wszak podkreślić, że szczególną role w procesie świadczenia usługi odgrywają relacje między uczestnikami tego procesu. Dominujące znaczenie ma oczywiście relacja między pracownikiem obsługi a klientem. Często jednak zaniedbujemy fakt, że przygotowanie pracownika do właściwego pełnienia roli usługodawcy zależne jest nie tylko od jego cech psychofizycznych i kompetencji w wykonywaniu określonych zadań ale także od charakteru relacji istniejących w danej organizacji (przedsiębiorstwie), rzutujących na kształt procesu usługowego i relacji z klientem zewnętrznym. Marketing partnerski z całą mocą podkreśla znaczenie obsługi klienta wewnętrznego (pracownika) dla późniejszych jego dokonań w miejscu pracy. Właściwa obsługa klienta wewnętrznego może bowiem stać się narzędziem jego motywowania, wzorem dla późniejszych zachowań w procesie obsługi klienta zewnętrznego lub odbiorcy wewnątrz firmy. Kosztowne szkolenia często pozostają nieefektywne w obliczu faktu, że pracownikowi co innego komunikujemy w toku seminariów a co innego w praktycznych, codziennych relacjach.
Cricket is one of the most popular sports worldwide. As per ICC’s first-ever market survey (Media Media Release. (2018), First global market research project unveils more than one billion cricket fans. available at https://www.icc-cricket.com/media-releases/759733 (accessed on 12 Dec 2019).), the fan count has exceeded the billion mark and 70, 88 and 92% of fans globally are interested in test, ODI and T20I cricket respectively. It has become an all-season sport barring rainy and snowy conditions.
The purpose of this study was to establish the impact of continual improvement, one of
the principle of the ISO 9001 (QMS) on performance of ISO certified organisations in Zimbabwe. The
study was grounded on the positivist philosophy informed by the quantitative paradigm. The target
population comprised of all ISO 9001 certified organisations in Zimbabwe and a sample size of 121
respondents. The study adopted census sampling technique and primary data was collected using
self-administered questionnaires. Data was analysed using descriptive and inferential statistics.
Descriptive statistics was used to summarize data while inferential statistics, specifically Multiple
Linear Regression, was used to test hypothesis. Based on the findings of the study, the researcher
inferred some important conclusions that continual improvement was found to be positive and
significant, and thus all variables had a positive effect on performance. The study recommends that
management should be committed to continual improvement with respect to the dynamics of quality
management practices, which should be aligned to the organisations’ objectives. Policy makers
should create a quality framework that is geared towards improving performance and ensure it is
adhered to by all stakeholders in all ISO certified organisations in Zimbabwe.
Purpose
There are numerous studies on satisfaction, but not enough on dissatisfaction when its consequences can be harmful. This study aims to examine different unsatisfactory situations during customer–supplier relationships in industrial markets combining the appraisal theory with the critical incident technique to identify potential problems and strategies to minimize their effect.
Design/methodology/approach
This research follows an exploratory qualitative approach based on 18 in-depth interviews with managers from business-to-business firms. The information obtained was object of a textual and conceptual analysis using the analytical software ATLAS TI 9.0.
Findings
The results show that negative cognitions have greater influence than negative emotions, and those dissatisfied customers may respond by expressing complaints, ending transactional relationships, reporting the other party legally, asking for explanations or continuing commercial relationships, even though they are dissatisfied. This will depend on the severity of the critical incident and the negative cognitions and emotions perceived. Proactivity and understanding of this situation will allow for understanding what specific actions to take to resolve conflicts and mitigate the negative effects among the parties.
Originality/value
This paper focuses on dissatisfaction, instead of satisfaction, in industrial markets through the appraisal theory. Furthermore, it applies the critical incident technique to understand the cognitions and emotions related with dissatisfaction in the commercial relationships. Finally, it provides ideas on what are the main source of dissatisfaction and how to manage them to anticipate and better manage those incidents.
Tourists' green behavior plays a significant role in sustainable tourism development. Most of the previous research considered tourists exert green behavior independently, neglecting the influences of tourist-to-tourist interaction and the culture they are embedded in. This study took Chinese tourists visiting two lake tourism destinations (West Lake in Hangzhou and Xianshan Lake in Huzhou) as the research respondents and aimed to examine how tourist-to-tourist interaction within different relationships impact tourist on-site green behavior in Chinese face-culture settings. Based on a qualitative research approach using the critical incident technique, 76 incidents were investigated involving 29 Chinese tourists with different backgrounds. This research showed that the encounters among tourists were affected by the types of relationships (family, friends, and strangers) and Chinese face culture (the desire to gain face and the fear of losing face). The results contribute to the sustainable tourism literature by taking into consideration various types of social interactions, which positively or negatively affect green behavior. Fresh insights are revealed on how face consciousness influences Chinese social interactions and green behavior in tourism. The analysis of social interactions among tourists provides a new perspective for destination management organizations to enhance green behavior and improve sustainable management practices. ARTICLE HISTORY
Exchanges between tour leaders and tour members can affect the smooth operation of a group tour, yet measures of this relationship have not been addressed by previous studies. The main purpose of this study is to develop a reliable and valid scale of the TLMX relationship from the perspectives of both tour leaders and tour members. The initial items of the scale were obtained from in-depth interviews based on the critical incident technique and with rigorous content analysis. First, an Exploratory factor analysis (EFA) was performed by investigating 221 tour leaders, and six factors were identified: harmony, trust, concerted effort, respect, information sharing, and tolerance. Second, the validity of the derived TLMX scale was then tested by confirmatory factor analysis on a sample of 432 tour members. The scale serves as a useful tool for tour members to measure the extent of TLMX and provide management implications for travel agencies.
Public servants’ decisions that are inconsistent with citizens’ interests can lead to the mistreatment of public servants. The purpose of the research was to found out how the HRM practices in public organizations are related to the perception of fairness (procedural and distributive justice), and how the positive and negative moods of public servants are related to the citizens’ mistreatment. The research was made in local government, public schools, health centres and hospitals. A total of 1,729 respondents answered all the questions. Reliability as the questionnaire’s internal consistency was measured by Cronbach α for each multi-item scale. Four linear regression models were built. The results show that HRM is positively and statistically significantly associated with the perception of procedural justice. Furthermore, public servants’ negative affect is positively and statistically significantly associated with all four dimensions of citizen mistreatment (ambiguous citizen expectations, dealing with a disliked citizen, citizen verbal aggression, and disproportionate citizen expectations).
Purpose
Many employers express concern over consumer response to employees with criminal histories. However, consumers' responses may be less negative than employers assume. The authors examine consumers' response to organizations that hire employees with criminal histories.
Design/methodology/approach
The authors surveyed participants randomly assigned to one of two conditions: purchasing services from an employer that hires individuals with criminal histories or from an employer whose inclination to hire individuals with criminal histories is unknown. The authors considered four service providers, among which the length of customers' time and involvement with employees varies: a grocery store, restaurant, auto-repair shop, and hotel.
Findings
Participants were no more or less likely to patronize the restaurant, the repair shop, or the grocery store that hired individuals with criminal histories, and no more or less likely to alter their willingness to pay for these services. Consumers were less likely to stay at a hotel that hired employees with criminal histories, but this difference was mitigated when customers were provided with an explanation of the benefits of hiring individuals with criminal histories.
Research limitations/implications
This study highlights the need for further research on perceptions that limit hiring of individuals with criminal histories and other similarly marginalized populations.
Practical implications
This research addresses a common justification – consumer concern – for not hiring individuals with criminal histories.
Social implications
Increased employment improves individual outcomes, such as access to stable housing and food, as well as larger outcomes, such as public safety.
Originality/value
This paper highlights a population often marginalized in the hiring process. The findings challenge a common justification for not hiring individuals with criminal histories.
It is inevitable for organizations to face crisis. Resilience, at an organizational level, describes the inherent qualities which enable organizations to plan for, response to and recover from emergencies and crises. This qualitative research aims to study organizational resilience in businesses after crisis. Data were collected from high-level executives who are the key informants during the experience of significant crisis within organizations in diverse small and medium enterprises (SMEs) in Thailand. Critical incident technique (CIT) was employed to study situations from the viewpoints of executives and to look for the factors that contribute to organizational resilience. The results show that (1) Executives do not prepare and plan in advance in order to achieve organizational resilience, (2) The important factors of resilience is the organizations’ ability to adapt, including leadership, networking and relationships, staff engagement, innovation and creativity, and (3) Some executives believe that luck and mindfulness plays a role in the organizational resilience or in their ability to survive and recover from crisis.
Purpose
This study aims to explore past and present service research and to provide a future research agenda for service researchers by presenting a big picture of the intellectual connections and emerging topics in the discipline.
Design/methodology/approach
This study is an empirical analysis of citations and cocitations on a sample of 5,837 articles published in leading service journals (from 1981 to December 2020). Network analysis was adopted to analyze the data. This study is exclusive in conducting the inquiry at the individual publication level, rather than using the normal aggregated author co-citation analysis approach.
Findings
The findings reveal that the main themes of service research centered on customer satisfaction, service quality, service-dominant logic, methodological foundations, market orientation and service encounter. Also clarified is the periphery domain that may become more important in the future (i.e. technology). The findings also present anchor points for conceptual framing and conceptual development – five main themes that are momentous to navigate theory discovery and justification in the knowledge domain.
Research limitations/implications
It calls for a more academic effort to evaluate the service research by considering different epistemological paradigms, such as positivism, monologic and hermeneutic, to better understand the process and progress of the discipline.
Practical implications
Through exploring the transformation of service research into a customer-centric model and technology-based service logic, this study offers possible implications for practitioners and further research areas for service researchers.
Originality/value
To the best of the authors’ knowledge, this study is the first to use a citation, cocitation and network analysis to examine service research published in leading service journals. This study provides a significant contribution to the theory by combining main conceptual areas and interests in the given discipline
The purpose of this research is to examine various incidents relating to both delightful and terrible hospitality experiences in the hotel industry, using a qualitative research design. Critical incident analysis is conducted on data collected from 167 respondents in major tourist destinations of India. An open-ended questionnaire is developed for conducting in-depth interviews. Results reveal 16 interpersonal and 8 non-interpersonal factors responsible for customer delight and terrible experiences, affecting a consumer’s revisit intention and favourable recommendations. Some of the interpersonal factors include attractive voice, quick response and well dressed. The non-interpersonal factors are related to cleanliness, interiors, food and other physical evidence. A few critical limitations and future research directions are suggested. Some decisive implications for industry practitioners are also discussed. This study promotes interpersonal interactions between employees and customers by facilitating the effective use of technology. Society will also benefit from the effective implementation of such technology in the service industry. To the best of the author’s knowledge, no research has explored delightful and terrible customer experiences within the Indian hospitality industry.
To better promote information service and fight the infodemic, this paper investigated the difficulties that Chinese college students encountered in information seeking during the COVID-19 pandemic. We collected data in two stages. In the first stage in November 2020, we collected data from the Foundation of Information Science course. 54 college students who took the course completed an assignment to illustrate their information needs and difficulties during the pandemic. In the second stage in March 2021, trough convenience sampling we conducted an online survey by WenJuanXing. The participants were required to answer the same question as the question in the first stage. We collected 204 valid responses. Then, based on the search task difficulty reason scheme proposed by Liu, Kim, and Creel (2015) (denoted LKC15), we used content analysis to code the responses to analyze the difficulties that Chinese students encountered. LKC15’s difficulty reasons were classified from three aspects: user, task, and user-task interaction. The findings indicated that 14 of the 21 difficulty reasons in LKC15 were identified in this study. Moreover, we added 17 new Difficulty reasons to revise the scheme. The difficulty reasons of user-task interaction were mentioned most frequently. In terms of user-task interaction, the difficulty reasons related to document features were mentioned most frequently, followed by the search results. Finally, it provided some suggestions and discussed the directions for future study.
COVID-19 has been affecting all aspects of life as well as retail banking services. Retail banking has faced several transformations since the last 20 years and especially digital transformation influenced the way banks interact with their customers. After COVID-19 most applications should be changed for less contact and more level of sanitation. In this descriptive study, we would like to introduce and explain Smart Technologies which can take a leading role in customer interaction in terms of securing minimum contact, social distance, and hygiene while holding a competitive advantage after COVID-19.
Öz: COVID-19, hayatın tüm yönlerini olduğu gibi bireysel bankacılık hizmetlerini de etkilemektedir. Son 20 yıldan bu yana çeşitli dönüşümlerle karşı karşıya kalmış bireysel bankacılık alanında özellikle dijital dönüşüm bankaların müşterileriyle etkileşim şeklini tamamen değiştirmiştir. COVID-19'dan sonraki süreçte bireysel bankacılıkta yer alan çoğu uygulama, daha az temas ve daha fazla temizlik düzeyi için değiştirilmelidir. Bu betimsel çalışmada, COVID-19 sonrasında minimum temas, sosyal mesafe ve hijyen sağlama açısından müşteri etkileşiminde öncü rol üstlenebilecek ve böylece rekabet avantajı sağlayabilecek Akıllı Teknolojiler ele alınmaktadır.
While the impact of negative customer treatment on service employees and their organizations is often emphasized in both scholarship and the popular press, relatively little work has examined the effects of customer courtesy. We draw on the social cognitive theory to theorize that customer courtesy can enhance service performance via its positive effect on employee self‐efficacy. Although getting customers to display courtesy may be outside an organization’s direct control, we reason that management can amplify these benefits by establishing a strong organizational support climate. To examine our predictions, we developed a customer courtesy scale, then deployed it among service employees in the United States (Study 1) and hotel employees and their supervisors in East Asia (Study 2). We also collected experimental data (Study 3) to test our causal model. Across our studies, our data support the benefits of customer courtesy on employee self‐efficacy and, by extension, employee service performance. Moreover, our data reveal that when organizational support climate increases, the effect of customer courtesy on self‐efficacy, and thus, service performance increases. Although it may be the case that bad is sometimes stronger than good, our work highlights the importance of positive workplace interactions (e.g., customer courtesy) on valued employee outcomes.
Trolling is a form of consumer misbehavior that involves deliberate, deceptive, and mischievous attempts to provoke reactions from other online users. This research draws on actor-network theory to explore the assemblages of human and non-human entities that allow and perpetuate online trolling behaviors. By taking a practice-focused multi-sited ethnographic research approach, the research shows that online trolling is often an unintended consequence of interactions between human and non-human entities that are joined in the performance of trolling behavior. These entities include: troll(s), target(s), a medium of exchange, audience(s), other trolls, trolling artifacts, regulators, revenue streams, and assistants. Some of these actors (i.e., troll, target, medium) are playing a role in initiating, and other actors are (un)intentionally sustaining trolling by celebrating it, boosting it, facilitating it, and normalizing it. The findings highlight the role of nontraditional actors in the performance of misbehaviors and suggest that effective management of online consumer misbehaviors such as trolling will include managing the socio-technical networks that allow and fuel these misbehaviors.
Purpose
Status demotion in hierarchical loyalty programs (HLPs) has received considerable academic attention. However, little is known about whether status demotion engenders two widely recognised behavioural intentions: revenge and avoidance. This study aims to make up this gap by examining the effects of status demotion on customers’ revenge and avoidance intentions. The underlying mechanism and boundary conditions of these effects are also explored.
Design/methodology/approach
Two studies were conducted to test the hypotheses. Study 1 was conducted using a structured survey from 347 active HLP members/customers of Chinese airlines. Study 2 used an online experiment amongst 268 active HLP airline customers in Australia. Partial least squares-based structural equation modelling and Hayes’ (2013) PROCESS macro were used for data analysis.
Findings
The results of Study 1 show that status demotion increases customers’ revenge and avoidance intentions simultaneously. Meanwhile, these effects are more significant for demoted customers with an external locus of causality than those with an internal locus of causality and demoted customers with higher entitlement tend to possess more revenge intentions than avoidance intentions. Study 2 further identified perceived inequity as a mechanism, which links status demotion to revenge and avoidance intentions of demoted customers.
Research limitations/implications
This study examines demoted customers’ revenge and avoidance intentions amongst Chinese and Australian airline travellers. Future research may focus on actual behaviour and test the current study’s model in cross-cultural and cross-industry settings.
Practical implications
Managers should deal with demotion decisions carefully as the failure to manage outraged customers may weaken customer-company relationships.
Originality/value
This study extends the existing literature on relationship marketing and HLPs by offering a better understanding of how and under what conditions status demotion elicits customers’ intentions for revenge and avoidance.
The COVID-19 pandemic has affected businesses worldwide, including the hotel industry in Taiwan. This study aims to explore the influence of the perceived threat of COVID-19 on job satisfaction. SPSS software was used for data analysis, and the PROCESS macro was used to test the mediation, moderation, and moderated mediation hypotheses. An online survey (n=681) was conducted on hotels in Taiwan in 2021, and the results indicate that job stress activation has a mediating effect on employees’ job satisfaction and the hotels’ business performances. Moreover, organizational resilience has a moderating effect on job stress. This study contributes theoretically to a better understanding of the factors that determine the impact of traumatic events such as a pandemic on people's mental health. This study suggests that interventions may be carried out to minimize the pandemic's negative psychological consequences. The implications of this study are also applicable to hoteliers in other affected countries.
Crowdsourcing platforms are a valuable source of information for employees and firms. They have become an essential part of human resource practices, such as recruiting, employee engagement, and the marketing of a company's brand. Crowdsourcing platforms can help enrich an employer's brand, with employee reviews acting as a terra‐incognita for the early‐stages in the employer branding process. In response to these dynamics, this research explores the employer value proposition preferences and the sentiments of employees in the US banking industry. Approximately 11,000 reviews on the crowdsourcing platform Indeed.com, covering the top 18 banks listed on the Fortune 500, were parsed. The text mining techniques topic modeling and sentiment analysis were carried out using Latent Dirichlet Allocation. The topic modeling analysis revealed work‐life balance, management, economic, social, and development values as the most preferred employer value proposition, while brand‐image, application, and interest values were the least preferred. Sentiment analysis showed that employees exhibit negative sentiments for management, work stress, work‐life balance, and economic values, and show positive sentiments for development, social, and interest values. The paper highlights avenues for future research and discusses the managerial and theoretical implications for managers and HR practitioners.
Purpose
This study aims to explore how marketers can use text mining to analyze actors, actions and performance effects of service encounters by building on the role theory. This enables hotel managers to use introduced methodology to measure and monitor frontline employees’ role behavior and optimize their service.
Design/methodology/approach
The authors’ approach links text mining and importance-performance analysis with role theory’s conceptual foundations taking into account the hotel industry’s specifics to assess the effect of frontline hotel employees’ actions on consumer satisfaction and to derive specific management implications for the hospitality sector.
Findings
This study identifies different actors involved in hotel frontline interactions revealing distinct role behaviors that characterize consumers’ perspectives of service encounters with different role types associated with front-office employees. This research also identifies role performance related to role behavior to improve service encounters.
Practical implications
Customer–employee interactions can be assessed by user-generated contents (UGC). Performance evaluations relate to frontline employee roles associated with distinct role scripts, whereby different hotel segments require tailored role designs. Insights of this study can be used for service optimization, market positioning as well as for improving human resource management practices in the hotel industry.
Originality/value
This study contributes to the service encounter literature by applying role theory in the text mining of UGC to assess frontline employees as actors and the effects of their actions on service quality delivery.
This research aimed to test influence between service quality, customer trust also interaction between service quality and customer trust in the building of customer commitment of supermarket. This research efforted in Pamella Supermarket in Yogyakarta. Sample categorized with sampling convenience method and purposive sampling. Data collection efforted by giving list of quetion to the respondent that is contains about service quality, customer trust and customer commitmnet. This research use moderator Regression Analysis. In the other side, T test and F test are used to the asked hypothesis.This result of partially regression coefficient test with T test shows that service quality, customer trust also interaction betwen them influence significantly to customer commitment. In the other side coefficient regression with F test’s result shows that variables of service quality, customer trust also interaction between them 60 th influence to customer commitment. Variable of service quality, customer trust also interaction between them are able to explain customer commitment variable up 81,9% and the rest is 18,1% caused by anather variables that is not included in the research model.Penelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan, trust pelanggan serta interaksi antara kualitas pelayanan dan trust pelanggan dalam pembentukan komitmen pelanggan. Penelitian dilakukan pada Pamella Swalayan Kota Yogyakarta. Sampel ditentukan dengan metode convenience sampling dan purposive sampling. Pengumpulan data dilakukan dengan cara memberikan daftar pertanyaan kepada responden yang berisi tentang kualitas pelayanan, trust pelanggan serta komitmen pelanggan. Alat analisis yang digunakan adalah Analisis Regresi Moderator. Sedangkan untuk menguji hipotesis yang dikemukakan digunakan uji t dan uji F. Uji t digunakan untuk menguji koefisien regresi secara parsial dan uji F digunakan untuk menguji koefisien regresi secara serempak (bersama-sama). Sedangkan untuk mengetahui seberapa besar variabel-variabel kualitas pelayanan, trust pelanggan serta interaksi antara kualitas pelayanan dan trust pelanggan mampu menjelaskan variabel komitmen pelanggan digunakan analisis koefisien determinasi.Hasil pengujian koefisien regresi secara parsial dengan uji t menunjukkan bahwa kualitas pelayanan, trust pelangan serta interaksi antara kualitas pelayanan dengan trust pelanggan secara signifikan mempengaruhi komitmen pelanggan. Sedangkan hasil pengujian koefisien regresi secara bersama-sama menunjukkan bahwa variabel kualitas pelayanan, trust pelanggan serta interaksi antara kualitas pelayanan dengan trust pelanggan secara bersama-sama berpengaruh terhadap komitmen pelanggan. Variabel-variabel kualitas pelayanan, trust pelanggan serta interaksi antara kualitas pelayanan dengan trust pelanggan mampu menjelaskan variabel komitmen pelanggan sebesar 81,9% dan sisanya sebesar 18,1% disebabkan oleh variabel lain yang tidak dimasukkan dalam model penelitian.
Purpose
The purpose of this study is to distinguish those emotions which customers express verbally during a failed remote service encounter from those which they do not. The study further attempts to investigate the post-consumption customer behaviour of verbally expressed and unexpressed negative customer emotions.
Design/methodology/approach
The authors used a survey-based research design. The hypotheses were tested through the “partial least squared structural equation modelling” method.
Findings
This study shows that in a failed remote service encounter, customers verbally express retaliatory rage emotions, such as anger and rage. At the same time, they are able to suppress rancorous rage emotions, such as disgust and contempt and do not express them verbally. The authors demonstrate that after emotions are verbally expressed during a failed remote service encounter, they are followed by the post-consumption behaviours of negative word of mouth and revenge; when emotions are not expressed verbally during a failed service encounter, they are followed up by exit behaviour.
Research limitations/implications
The effects of variables, such as switching costs and individual and situational factors, can be investigated in the model. Future studies can also explore the role of organizational interventions, such as explanation and apology, on negative customer emotions during failed remote service encounters. Their moderating impact on customer behaviour during and after the encounters can be investigated.
Practical implications
This study has much practical relevance in the post-COVID-19 world, where remote service delivery is becoming the new normal in many sectors. In remote service delivery situations, verbally unexpressed negative emotions can remain undetected; however, they have negative consequences for firms. This study underscores the need to train frontline employees to notice these unexpressed emotions so that service recoveries can be initiated.
Originality/value
This paper contributes to the area of dysfunctional customer behaviour and service recovery. The existing literature has not explored whether some negative emotions are expressed during a failed service encounter and then acted upon later, and some emotions are not expressed but acted upon later. This study addresses the problem of firms getting caught unawares when they find customers resorting to undesirable post-consumption behaviour without demonstrating any verbal expressions during the preceding failed service encounters.
This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries.
This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries.
Replicated the 1st author and J. J. Parkington's (1979) research on the relationships between employees and customers in service organizations by analyzing survey data from 142 employees and 968 customers from 28 branches of a bank. Moderate support was found for the 1st author and Parkington's work on correlates of stress for boundary role employees. Support was also found for relationships between branch employees' and branch customers' service perceptions and attitudes as reported by the present 1st author et al (1980). Significant relationships were reported between branch employees' perceptions of organizational human resources practices and branch customers' attitudes about service. Employee attitudes and customer attitudes were related to their own and one another's turnover intentions. Results are discussed from the perspective of promoting an integration of consumer and organizational behavior in the service sector. (51 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Evaluated the critical incident technique and its resulting behavioral indices with regard to 3 measures of reliability and 4 measures of validity. The behavior of interest was the job performance of small independent businessmen involved in pulpwood production. The interjudge reliability of the categorization process and the test-retest intra-O reliability based on responses to the critical behaviors were satisfactory. Low inter-O reliability was obtained. The content validity, construct validity, and relevance of the critical behaviors were judged satisfactory. Concurrent validity coefficients were significant at the .001 level. Results are discussed with reference to the problem of the observation of human behavior. (French abstract) (22 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
SERVQUAL:
A Multiple-Item Scale for Measuring Consumer Perceptions of
Service Quality
A. PARASURAMAN
Foley's/Federated Professor of Retailing and Marketing Studies
Texas A & M University College Station, Texas
VALARIE A. ZEITHAML
Associate Professor
of Marketing Duke University
Raleigh-Durham, N. Carolina
LEONARD L. BERRY
Foley's/Federated Professor of Retailing and Marketing Studies
Texas A & M University College Station, Texas
This paper describes the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations. After a discussion of the conceptu alization and operationalization of the service quality construct, the procedures used in constructing and refining a multiple-item scale to measure the construct are described. Evidence of the scale's reliability, factor structure, and validity on the basis of analyzing data from four independent samples is presented next. The paper concludes with a discussion of potential applications ef the scale.
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Most research related to the reliability and validity of marketing measures has focused on multi-item quantitative scales. In contrast, little attention has been given to the quality of nominal scale data developed from qualitative judgments. Judgment-based (“coded”) nominal scale data are important and frequently used in marketing research-for example, in analysis of consumer responses to open-ended survey questions, in cognitive response research, in meta-analysis, and in content analysis. The authors address opportunities and challenges involved in evaluating and improving the quality of judgment-based nominal scale data, with specific emphasis on the use of multiple judges. They review approaches commonly used in other disciplines, then develop a new index of reliability that is more appropriate for the type of interjudge data typically found in marketing studies. Data from a cognitive response experiment are used to illustrate the new index and compare it with other common measures. The authors conclude with suggestions on how to improve the design of studies that rely on judgment-coded data.
The basis of any service positioning strategy is the service itself, but marketing offers little guidance on how to craft service processes for positioning purposes. A new approach suggests that within service systems, structural process design can be used to “engineer” services on a more scientific, rational basis.
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish very satisfactory service encounters from very dissatisfactory ones. Key implications for managers and researchers are highlighted.
An exploratory study examined manager and consumer perceptions of appropriate responses to complaint letters. The responses were analyzed separately and then compared to determine how effectively the managers could deal with consumer requirements. Insights are provided into how to deal more expeditiously and judiciously with complaints.
Buyers and sellers read descriptions of a product failure and were asked to explain why it occurred. When sellers explained failures of products they themselves offered, they tended to find fault with the product itself less often than did consumers. Discrepancies in buyer-seller attributions were related to estimates of how commonly the product fails, suggesting that consensus information may be one source of buyer-seller differences.
Providers of professional services recently have awakened to consumer challenges, competition, and the realities of marketing. With these changes, a related and equally important issue has emerged—service quality and evaluating the service encounter. Using medical services as the primary study setting, the authors explore the concept of professional services quality and its evaluation from both the provider and client perspectives. They use gap analysis as an appropriate approach for examining the evaluation of a professional service. The findings provide special empirical insights on the gaps that can arise from inconsistent perceptions of expectations and experiences between patients and physicians. Finally, both managerial and research implications are presented.
Delivering consistently good service quality is difficult but profitable for service organizations. Understanding why it is so difficult and how it might be facilitated is the purpose of the article. The authors' intent is to identify a reasonably exhaustive set of factors potentially affecting the magnitude and direction of four gaps on the marketer's side of their service quality model. Most factors involve (1) communication and control processes implemented in service organizations to manage employees and (2) consequences of these processes, such as role clarity and role conflict of contact personnel. Literature from the marketing and organizational behavior fields on these topics is reviewed and integrated with qualitative data from an exploratory study. Discussion centers on insights that can be obtained from empirical testing of the extended model.
The diversity of the service sector makes it difficult to come up with managerially useful generalizations concerning marketing practice in service organizations. This article argues for a focus on specific categories of services and proposes five schemes for classifying services in ways that transcend narrow industry boundaries. In each instance insights are offered into how the nature of the service might affect the marketing task.
A representative design for diagnosing effectiveness in retail service organizations is presented and operationalized in a study of the employees and customers from twenty-three bank branches. The design builds on some boundary-spanning theory and on some practical realities which suggest that data should be collected from both employees and customers when diagnosing and evaluating service organizations. Assumptions underlying the use of perception-based diagnoses are also explained. Results revealed some strong relationships between employee perceptions of branch practices and procedures in relation to service and customer perceptions of service practices and quality. Results are discussed with reference to organizational diagnosis and the potential integration of organizational and consumer behavior.
Most research related to the reliability and validity of marketing measures has focused on multi-item quantitative scales. In contrast, little attention has been given to the quality of nominal scale data developed from qualitative judgments. Judgment-based ("coded") nominal scale data are important and frequently used in marketing research-for example, in analysis of consumer responses to open-ended survey questions, in cognitive response research, in meta-analysis, and in content analysis. The authors address opportunities and challenges involved in evaluating and improving the quality of judgment-based nominal scale data, with specific emphasis on the use of multiple judges. They review approaches commonly used in other disciplines, then develop a new index of reliability that is more appropriate for the type of interjudge data typically found in marketing studies. Data from a cognitive response experiment are used to illustrate the new index and compare it with other common measures. The authors conclude with suggestions on how to improve the design of studies that rely on judgment-coded data.
In exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Those managers heed the factors that drive profitability in this service paradigm: investment in people, technology that supports frontline workers, revamped recruiting and training practices, and compensation linked to performance. They also express a vision of leadership in somewhat unconventional terms, referring to an organization's "patina of spirituality" and the "importance of the mundane." In this article, Heskett, Jones, Loveman, Sasser, and Schtesinger take a close look at the links in the service-profit chain, which puts hard values on soft measures so that managers can calibrate the impact of employee satisfaction, loyalty, and productivity on the value of products and services delivered. Managers can then use this information to build customer satisfaction and loyalty and assess the corresponding impact on profitability and growth. Describing the links in the service-profit chain, the authors explain that profit and growth are stimulated by customer loyalty; loyalty is a direct result of customer satisfaction; satisfaction is largely influenced by the value of services provided to customers; value is created by satisfied, loyal, and productive employees; and employee satisfaction, in turn, results from high-quality support services and policies that enable employees to deliver results to customers. By completing the authors' service-profit chain audit, companies can determine not only what drives their profit but how they can sustain it in the long term.
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish very satisfactory service encounters from very dissatisfactory ones. Key implications for managers and researchers are highlighted.
A critical incident study examined the factors perceived by employees to cause high and low productivity. One hundred and fifty-two employees from one firm, working in managerial, clerical, and professional jobs were interviewed. The interview responses were coded into factors within each of three broad categories: external events, agents, and personal traits. Generally, goals, deadlines or schedules, workload, and task interest were the most frequently mentioned events. The self, the organization, and the immediate supervisor were most often cited as agents. The most frequently mentioned personal traits were: satisfaction, pride, frustration, and desire for recognition. The implications of these findings for various schools of management thought are discussed.
The basis of any service positioning strategy is the service itself, but marketing offers little guidance on how to craft service processes for positioning purposes. A new approach suggests that within service systems, structural process design can be used to "engineer" services on a more scientific, rational basis.
This study extends previous research by developing a typology of retail failures and recovery strategies. Upon sorting 661 critical incidents pertaining to general merchandise retailers, results revealed fifteen different types of retail failures and twelve unique recovery strategies. In addition, the effectiveness of the recovery strategies are examined and research implications are discussed.
These results may be summarized as follows: When branch employees perceive a strong service orientation in their branch, the customers of those branches report not only that they receive generally superior service, but that specific facets of service are handled in a superior manner. In addition, employees themselves experience less negative consequences at work when their branch has more of an enthusiastic orientation to service. Thus, employees are less dissatisfied and frustrated, more likely to plan to remain in their branch, and they experience less role conflict and role ambiguity when the branch is more like employees feel it should be— that is, more enthusiastic in its approach to service.
Customer satisfaction measurement (CSM) should be central to the
total quality improvement process within service-oriented firms. A
normative framework is described that contains a sequence of ten
research modules providing internal/external customer information for
quality planning. The modules facilitate decision making according to
the PDCA cycle of total quality management. The framework is based on
the CSM/quality improvement practices of leading European and North
American firms, methodologies developed in academic settings, and the
general logic of survey research.
Various technical developments extended the potential of angle-resolved photo emission spectroscopy tremendously during the last one or two decades. In particular improved momentum and energy resolution as well as the use of photon energies from few eV up to several keV makes this experimental technique a rather unique tool to investigate the electronic properties of solids and surfaces. Obviously, this rises the need for a corresponding theoretical formalism that allows to accompany experimental hard X-ray angle-resolved photo emission (HARPES) studies in an adequate way. This could be achieved by various recent developments on the basis of the one-step model of photo emission: all spin–orbit effects are accounted for by a fully relativistic description. Calculating phonon properties allows a direct comparison with features in the HARPES spectra caused by temperature induced disorder. The same holds for the influence of electronic correlation effects. These are accounted for by means of the dynamical mean field theory that removes the most serious short comings of standard calculations based on the conventional local spin-density approximation. Finally, accounting for the photon momentum and going beyond the single scatterer approximation for the final state allows to deal quantitatively with HARPES.
Proposes that verbal reports are data and that accounting for them, as well as for other kinds of data, requires explication of the mechanisms by which the reports are generated, and the ways in which they are sensitive to experimental factors (instructions, tasks, etc). Within the theoretical framework of human information processing, different types of processes underlying verbalization are discussed, and a model is presented of how Ss, in response to an instruction to think aloud, verbalize information that they are attending to in short-term memory (STM). Verbalizing information is shown to affect cognitive processes only if the instructions require verbalization of information that would not otherwise be attended to. From an analysis of what would be in STM at the time of report, the model predicts what could be reliably reported. The inaccurate reports found by other research are shown to result from requesting information that was never directly heeded, thus forcing Ss to infer rather than remember their mental processes. (112 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
A 1973 survey study of retailer and consumer attitudes toward retailer actions in contrived market situations showed marked differences in the values of the two groups. In short, retailers’ short-run profit motives outweighed their concern for their long-run customer franchise. This 1979 follow-up survey study found increased concordance between the parties in market transactions.
On-site service encounters blur the organizational boundary between employees and customers. The strategic trade-offs involved in having customers on-site, and the HRM practices that can influence the satisfaction and performance of customers within the organization, are described. Central points include the HRM practices that foster a climate for service and that provide customers the role clarity, ability, and motivation they require to contribute to service production and delivery.
For more than 40 years, service companies like McDonald's prospered with organizations designed according to the principles of traditional mass-production manufacturing. Today that model is obsolete. It inevitably degrades the quality of service a company can provide by setting in motion a cycle of failure that produces dissatisfied customers, unhappy employees, high turnover among both--and so lower profits and lower productivity overall. The cycle starts with human resource policies that minimize the contributions frontline workers can make: jobs are designed to be idiot-proof. Technology is used largely for monitoring and control. Pay is poor. Training is minimal. Performance expectations are abysmally low. Today companies like Taco Bell, Dayton Hudson, and ServiceMaster are reversing the cycle of failure by putting workers with customer contact first and designing the business system around them. As a result, they are developing a model that replaces the logic of industrialization with a new service-driven logic. This logic: Values investments in people as much as investments in technology--and sometimes more. Uses technology to support the efforts of workers on the front lines, not just to monitor or replace them. Makes recruitment and training crucial for everyone. Links compensation to performance for employees at every level. To justify these investments, the new logic draws on innovative data such as the incremental profits of loyal customers and the total costs of lost employees. Its benefits are becoming clear in higher profits and higher pay--results that competitors bound to the old industrial model will not be able to match.
In many professions, the idea of marketing has traditionally been not only foreign but distasteful. After all, what doctor, lawyer, architect, or consultant worth his or her salt would even need to go out hustling business? While this view still holds considerable weight in many people's minds, it is gradually receding before the forces of economic reality. As more professions become overcrowded, competition for customers is sharpening. How should professionals go about drawing favorable attention to themselves? By first recognizing the special problems they face in marketing their services, argues the author. Among the obstacles he identifies are buyer uncertainty about obtaining professional services, the difficulties of distinguishing among firms, and the immeasurable benefits of advertising. Among his suggestions are that providers of these services concentrate on educating prospective customers about the opportunities and limitations of the services, team up with others who have desirable experience, and do marketing research to identify and then cater to customer desires.
Through the use of the critical incident technique one may collect specific and significant behavioral facts, providing " a sound basis for making inferences as to requirements " for measures of typical performance (criteria), measures of proficiency (standard samples), training, selection and classification, job design and purification, operating procedures, equipment design, motivation and leadership (attitudes), and counseling and psychotherapy. The development, fundamental principles, present status, and uses of the critical incident technique are discussed, along with a review of studies employing the technique and suggestions for further applications. 74-item bibliography.
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