PROD: Empirical (Service) (Topic)最新文献

The Effect of Perceived Value and Service Quality on Depositor Loyalty 感知价值和服务质量对存款人忠诚度的影响

PROD: Empirical (Service) (Topic) Pub Date : 2021-03-04 DOI: 10.31014/AIOR.1992.04.01.330

Audia Putri Kamajaya, A. Aribowo

引用次数: 0

Assess the Effect of Service Quality on Customer Satisfaction in Facebook Social Commerce in Egypt 评估服务质量对埃及Facebook社交商务客户满意度的影响

PROD: Empirical (Service) (Topic) Pub Date : 2020-08-31 DOI: 10.5121/ijmit.2020.12302

Sara ElKheshin

引用次数: 2

Does Transportation Mean Transplantation? Impact of New Airline Routes on Sharing of Cadaveric Kidneys 运输意味着移植吗?新航线对共用尸体肾脏的影响

PROD: Empirical (Service) (Topic) Pub Date : 2020-04-22 DOI: 10.2139/ssrn.3582675

Guihua Wang, Ronghuo Zheng, Tinglong Dai

{"title":"Does Transportation Mean Transplantation? Impact of New Airline Routes on Sharing of Cadaveric Kidneys","authors":"Guihua Wang, Ronghuo Zheng, Tinglong Dai","doi":"10.2139/ssrn.3582675","DOIUrl":"https://doi.org/10.2139/ssrn.3582675","url":null,"abstract":"Every year, nearly 5,000 patients die while waiting for kidney transplants, and yet an estimated 3,500 procured kidneys are discarded. Such a polarized coexistence of dire scarcity and massive wastefulness has been mainly driven by insufficient pooling of cadaveric kidneys across geographic regions. Although numerous policy initiatives are aimed at broadening organ pooling, they rarely account for a key friction—efficient airline transportation, ideally direct flights, is necessary for long-distance sharing, because of the time-sensitive nature of kidney transplantation. Conceivably, transplant centers may be reluctant to accept kidney offers from far-off locations without direct flights. In this paper, we estimate the effect of the introduction of new airline routes on broader kidney sharing. By merging the U.S. airline transportation and kidney transplantation data sets, we create a unique sample tracking (1) the evolution of airline routes connecting all the U.S. airports and (2) kidney transplants between donors and recipients connected by these airports. We estimate the introduction of a new airline route increases the number of shared kidneys by 7.3%. We also find a net increase in the total number of kidney transplants and a decrease in the organ discard rate with the introduction of new routes. Notably, the posttransplant survival rate remains largely unchanged, although average travel distance increases after the introduction of new airline routes. Our results are robust to alternative empirical specifications and have important implications for improving access to the U.S. organ transplantation system. This paper was accepted by Vishal Gaur, operations management.","PeriodicalId":268355,"journal":{"name":"PROD: Empirical (Service) (Topic)","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-04-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127159453","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 6

Service Quality Dimensions and Customer Satisfaction in Online Shopping: A Customer’s Perspective 网络购物服务质量维度与顾客满意度:顾客视角

PROD: Empirical (Service) (Topic) Pub Date : 2020-03-31 DOI: 10.34260/jaebs.413

Amna Khan, S. Zubair, Sobia Khurram, Mukaram Khan

{"title":"Service Quality Dimensions and Customer Satisfaction in Online Shopping: A Customer’s Perspective","authors":"Amna Khan, S. Zubair, Sobia Khurram, Mukaram Khan","doi":"10.34260/jaebs.413","DOIUrl":"https://doi.org/10.34260/jaebs.413","url":null,"abstract":"With the expansion of e-commerce, E-Service Quality is becoming increasingly important. The study aims to investigate the relationship between e-service quality dimensions and customer satisfaction in B2C online shopping in Pakistan emphasizing the customer’s perspective. A total of five dimensions of e-service quality have been tested with endogenous variable i.e. customer satisfaction. Using a quantitative research strategy, data from 225 participants was collected using online questionnaires where 88% of the respondents already had the experience of online shopping that made a valid sample of 199. Smart PLS was used to conduct the data analysis. Following reliability and validity analysis, out of all five dimensions, reliability showed the strongest path coefficient of 0.323. Results also show that all the five hypotheses were supported except for responsiveness. As far as implications of the study are concerned, online shopping stores should devote valuable resource to enhance the significant e-service quality attributes that are emphasized by this study. Moreover, E-Services are becoming increasingly important in B2C e-commerce for improving customer relations and increasing sales and developing countries are of no exception to it. Lastly, as the study is conducted in Pakistani context, generalizability to other countries particularly outside South Asia may be limited due to difference in customers’ shopping behaviours and attitudes.","PeriodicalId":268355,"journal":{"name":"PROD: Empirical (Service) (Topic)","volume":"47 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-03-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131472726","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 9

Customers Services' Assessment in Banks 银行客户服务评估

PROD: Empirical (Service) (Topic) Pub Date : 2020-03-17 DOI: 10.2139/ssrn.3650581

Badruldeen Mohd Ali

引用次数: 0

The Causal Effect of Service Satisfaction on Customer Loyalty 服务满意度对顾客忠诚的因果影响

PROD: Empirical (Service) (Topic) Pub Date : 2019-05-20 DOI: 10.2139/ssrn.3391242

Guofang Huang, K. Sudhir

{"title":"The Causal Effect of Service Satisfaction on Customer Loyalty","authors":"Guofang Huang, K. Sudhir","doi":"10.2139/ssrn.3391242","DOIUrl":"https://doi.org/10.2139/ssrn.3391242","url":null,"abstract":"We propose an instrumental-variable (IV) approach to estimate the causal effect of service satisfaction on customer loyalty by exploiting a common source of randomness in the assignment of service employees to customers in service queues. Our approach can be applied at no incremental cost by using routine repeated cross-sectional customer survey data collected by firms. The IV approach addresses multiple sources of biases that pose challenges in estimating the causal effect using cross-sectional data: (1) the upward bias from common-methods variance resulting from the joint measurement of service satisfaction and loyalty intent in surveys, (2) the attenuation bias caused by measurement errors in service satisfaction, and (3) the omitted variable bias that may be in either direction. In contrast to the common concern about the upward common-methods bias in estimates using cross-sectional survey data, we find that ordinary-least-squares substantially underestimates the causal effect, suggesting that the downward bias resulting from measurement errors and/or omitted variables is dominant. The underestimation is even more significant with a behavioral measure of loyalty, where there is no common-methods bias. This downward bias leads to significant underestimation of the positive profit impact from improving service satisfaction and can lead to underinvestment by firms in service satisfaction. Finally, we find that the causal effect of service satisfaction on loyalty is greater for more difficult types of services. This paper was accepted by Juanjuan Zhang, marketing.","PeriodicalId":268355,"journal":{"name":"PROD: Empirical (Service) (Topic)","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-05-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126508979","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 17

How to Find Your Most Valuable Outlets? Measuring Inﬂuence in Service and Retail Networks 如何找到你最有价值的出口?衡量服务和零售网络的影响力

PROD: Empirical (Service) (Topic) Pub Date : 2019-04-04 DOI: 10.2139/ssrn.3366127

Shawn Mankad, M. Shunko, Qiuping Yu

{"title":"How to Find Your Most Valuable Outlets? Measuring Inﬂuence in Service and Retail Networks","authors":"Shawn Mankad, M. Shunko, Qiuping Yu","doi":"10.2139/ssrn.3366127","DOIUrl":"https://doi.org/10.2139/ssrn.3366127","url":null,"abstract":"Problem Definition: Consider a network of stores operating under the same brand, for example, a chain of coffee shops or banks. Increasing sales at one store may have a different impact on the sales of another store: from a negative impact as a result of potential cannibalization to a positive impact from increased brand awareness and customer engagement. We study how to causally identify the spatially heterogeneous network effects between store pairs, which can be used to measure store influence. Academic/Practical Relevance: Our work provides a scalable methodology that can be used to causally identify network effects on a large scale within service/retail networks. We demonstrate that the economic impact of network effects is substantial. Methodology: We develop an extension of a spatial econometrics model that allows for identification of both positive and negative peer effects between stores. This semi-parametric methodology allows us to handle a large-scale network and provides causal estimates for the network effects between all store pairs. We use three distinct sets of instrumental variables that are based on location-specific (weather and nearby sports events) and store-specific (deviations in daily staffing) attributes. Results: By applying our method to a large dataset from a major national restaurant chain in the US, we show that the total influence of each store on the network sales is consequential: a $1 sales increase in one store can generate a total of up to $3.87 in additional sales across all other peer stores in the network, while it can also reduce the sales in the network by a total of $3.12, with the average influence of $0.55. Managerial Implications: Our influence estimates provide valuable insights for the design and management of networks; for example, for prioritizing stores with the highest influences for ownership or improvement to optimize return on investment. ","PeriodicalId":268355,"journal":{"name":"PROD: Empirical (Service) (Topic)","volume":"7 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-04-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130853199","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 1

A Study on Customers’ Perception on Adoption of Digital Banking in Indian Banking Sector 印度银行业客户对采用数字银行的看法研究

PROD: Empirical (Service) (Topic) Pub Date : 2019-01-30 DOI: 10.2139/ssrn.3363623

Rajsee Joshi, R. Goel, Shraddha Garg

引用次数: 3

Sovereign Distributed Ledgers (SDL): Concept and Analysis 主权分布式账本(SDL):概念与分析

PROD: Empirical (Service) (Topic) Pub Date : 2018-08-22 DOI: 10.2139/ssrn.3236808

Kartik Hegadekatti

引用次数: 1

Between Pressure and Flexibility: Provider Scheduling in the Sharing Economy 压力与灵活性之间:共享经济中的供应商调度

PROD: Empirical (Service) (Topic) Pub Date : 2018-06-14 DOI: 10.2139/ssrn.3241689

G. Newlands, C. Lutz, Christian Fieseler

{"title":"Between Pressure and Flexibility: Provider Scheduling in the Sharing Economy","authors":"G. Newlands, C. Lutz, Christian Fieseler","doi":"10.2139/ssrn.3241689","DOIUrl":"https://doi.org/10.2139/ssrn.3241689","url":null,"abstract":"The sharing economy offers individuals various opportunities to generate additional income through sharing their personal possessions with strangers. The flexibility promised by sharing platforms, to share when and how often individuals prefer, has been highlighted as the key advantage of the sharing economy model. However, for sharing platforms which rely on ongoing and reliable sharing among private individuals, a tension can be observed between platforms encouraging and discouraging this flexibility. Simultaneously, the ostensible flexibility and informality of the sharing economy must in-creasingly reconcile itself with the reality of over-work and full-time engagement, whereby individuals may face pressure to provide a mixture of platform and individual factors. In this contribution, we conduct an initial exploration into this tension between flexibility and pressure in the sharing econo-my. Using data across twelve European countries, we differentiate perceptions of flexibility and con-trol among those who share their assets. The findings indicate that perceived pressure to provide var-ies by country, sharing frequency, motivation, most frequently used platform, and is based on whether individuals depend on the income from sharing. Perceived schedule control varies by age, education, country, and motivation. Taken together, the results show a picture where those most involved and dependent on sharing their assets feel the most pressured, while young, lesser educated providers also have least perceived schedule control. Thus, our study presents providing in the sharing economy as a more hierarchical activity than one might assume based on media and platform narratives.","PeriodicalId":268355,"journal":{"name":"PROD: Empirical (Service) (Topic)","volume":"51 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-06-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121235495","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 1