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Service Agent Driven Co-Created Caring in Chat-Based Customer Service Encounters 在基于聊天的客户服务中，由服务人员驱动的共创关怀
Services Marketing Quarterly Pub Date : 2023-12-12 DOI: 10.1080/15332969.2023.2288733
Johanna Heinonen, Erose Sthapit
{"title":"Service Agent Driven Co-Created Caring in Chat-Based Customer Service Encounters","authors":"Johanna Heinonen, Erose Sthapit","doi":"10.1080/15332969.2023.2288733","DOIUrl":"https://doi.org/10.1080/15332969.2023.2288733","url":null,"abstract":"This study explores the elements of caring and its relationship with customer-value co-creation in the context of chat-based service encounters. For this purpose, 123 chat conversations from the Vi...","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"74 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138572577","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: 0
The Nexus Among Mobile-App Quality (M-app-QUAL), Brand Relationship, Brand Advocacy, and Brand Equity in the Retail Industry 移动应用质量(M-app-QUAL)、品牌关系、品牌倡导和零售行业品牌资产之间的关系
Services Marketing Quarterly Pub Date : 2023-09-04 DOI: 10.1080/15332969.2023.2252661
Fairuz Chowdhury, Srinivasan Swaminathan
{"title":"The Nexus Among Mobile-App Quality (M-app-QUAL), Brand Relationship, Brand Advocacy, and Brand Equity in the Retail Industry","authors":"Fairuz Chowdhury, Srinivasan Swaminathan","doi":"10.1080/15332969.2023.2252661","DOIUrl":"https://doi.org/10.1080/15332969.2023.2252661","url":null,"abstract":"Abstract Consumers increasingly use mobile applications for purchasing decisions; uncovering the dimensions of service quality relevant to these apps is essential. Existing research has extensively studied online service quality in e-commerce settings, and some studies focused on mobile shopping. However, these scales do not capture all aspects relevant to mobile apps. By administering surveys, we propose and validate the dimensions of the M-app-QUAL scale using a nomological network linking the service quality dimensions to consumer outcomes. Our results demonstrate that proposed constructs have varying impacts on relational constructs- brand identification and brand attachment, which in turn, influence brand advocacy and brand equity. Moreover, theoretical and managerial contributions are detailed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"277 - 308"},"PeriodicalIF":0.0,"publicationDate":"2023-09-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44271210","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: 0
Green Inspired Service Consumption: The Gen Z Consumer’s Perspective 绿色服务消费：Z世代消费者视角
Services Marketing Quarterly Pub Date : 2023-05-19 DOI: 10.1080/15332969.2023.2213547
Birgit Leisen Pollack
{"title":"Green Inspired Service Consumption: The Gen Z Consumer’s Perspective","authors":"Birgit Leisen Pollack","doi":"10.1080/15332969.2023.2213547","DOIUrl":"https://doi.org/10.1080/15332969.2023.2213547","url":null,"abstract":"Abstract This study assesses moderated mediation effects of both cognitive factors and emotions influencing the linkage between service greenness and Gen Z’s purchase intentions. Using data from 612 observations pooled across multiple studies and service scenarios, the findings affirm that emotions mediate the relationship between service greenness and purchase intent. Additionally, Gen Z consumers with greener consumption values show a stronger emotional connection to service greenness. Surprisingly, the findings show a stronger emotional connection for a more functional service and gender had no moderating effect. The findings contribute to service theory and assist managers with reaching Gen Z more effectively. GRAPHICAL ABSTRACT","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"206 - 226"},"PeriodicalIF":0.0,"publicationDate":"2023-05-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46524060","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: 0
Exploring Antecedents and Outcomes of Customer Engagement Among Elite Football Fans 探索精英足球球迷客户参与的前提和结果
Services Marketing Quarterly Pub Date : 2023-05-04 DOI: 10.1080/15332969.2023.2207433
Erik Winell
{"title":"Exploring Antecedents and Outcomes of Customer Engagement Among Elite Football Fans","authors":"Erik Winell","doi":"10.1080/15332969.2023.2207433","DOIUrl":"https://doi.org/10.1080/15332969.2023.2207433","url":null,"abstract":"Abstract As Customer Engagement (CE) drives brand loyalty and word-of-mouth, it is fundamental to the success of brands. Yet, while previous studies have examined the nature of CE, few have explored CE toward actors other than the focal firm or brand. Therefore, this study analyses and compares antecedents and outcomes of two types of CE: CE with a focal brand (CEF), and CE with other customers (CEC). 2031 customers of Swedish elite football were surveyed and analyzed in a SEM-model. Among others, the results indicate that CEC is more important to brand-loyalty and word-of-mouth than CEF.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"167 - 187"},"PeriodicalIF":0.0,"publicationDate":"2023-05-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48802362","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: 0
Antecedents of Retail Employees’ Service Performance: A Store-Level Exploration of a Climate-Centric versus an Engagement-Centric Approach 零售业员工服务绩效的先决条件：以气候为中心与以参与为中心的门店层面探索
Services Marketing Quarterly Pub Date : 2023-04-27 DOI: 10.1080/15332969.2023.2205797
Theuns G. Kotzé, P. Mostert
{"title":"Antecedents of Retail Employees’ Service Performance: A Store-Level Exploration of a Climate-Centric versus an Engagement-Centric Approach","authors":"Theuns G. Kotzé, P. Mostert","doi":"10.1080/15332969.2023.2205797","DOIUrl":"https://doi.org/10.1080/15332969.2023.2205797","url":null,"abstract":"Abstract This paper compares two store-level models of the antecedents of frontline employees’ in-role and extra-role service performance in a retail setting. In the climate-centric research model, service climate serves as a direct antecedent of in-role and extra-role service performance, while in the engagement-centric rival model, work engagement directly predicts in-role and extra-role service performance. The two competing models were assessed at the store-level of analysis on data collected from 781 frontline employees and 70 managers. Results indicate that service-oriented high-performance work systems and work engagement both predict service climate which, in turn, predicts employees’ in-role and extra-role service performance.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"142 - 166"},"PeriodicalIF":0.0,"publicationDate":"2023-04-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49582387","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: 0
The Differential Impact of e-Service Quality’s Dimensions on Trust and Loyalty of Retail Bank Customers in an Emerging Market 新兴市场中电子服务质量维度对零售银行客户信任和忠诚度的差异影响
Services Marketing Quarterly Pub Date : 2023-01-04 DOI: 10.1080/15332969.2022.2161710
Ateeque Shaikh, Shubhomoy Banerjee, Baljeet Singh
{"title":"The Differential Impact of e-Service Quality’s Dimensions on Trust and Loyalty of Retail Bank Customers in an Emerging Market","authors":"Ateeque Shaikh, Shubhomoy Banerjee, Baljeet Singh","doi":"10.1080/15332969.2022.2161710","DOIUrl":"https://doi.org/10.1080/15332969.2022.2161710","url":null,"abstract":"The purpose of this study is to evaluate the differential impact of the dimensions of e-service quality (website design efficiency, fulfillment, security/privacy, and system availability) on trust and loyalty of retail bank customers in India, an emerging market. The study uses a survey questionniare to collect data from 351 retail banking customers in India to test the hypothesized relationships. Structural equation modeling technique using IBM AMOS software is used. Findings suggest that fulfillment and security/privacy influence trust while website design efficiency, security/privacy, and system availability influence loyalty. Further, trust positively influences loyalty in the context of retail banking in India.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135450560","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: 0
The Differential Impact of e-Service Quality’s Dimensions on Trust and Loyalty of Retail Bank Customers in an Emerging Market 新兴市场中电子服务质量维度对零售银行客户信任和忠诚度的差异影响
Services Marketing Quarterly Pub Date : 2023-01-02 DOI: 10.1080/15332969.2022.2161811
Ateeque Shaikh, Shubhomoy Banerjee, Baljeet Singh
{"title":"The Differential Impact of e-Service Quality’s Dimensions on Trust and Loyalty of Retail Bank Customers in an Emerging Market","authors":"Ateeque Shaikh, Shubhomoy Banerjee, Baljeet Singh","doi":"10.1080/15332969.2022.2161811","DOIUrl":"https://doi.org/10.1080/15332969.2022.2161811","url":null,"abstract":"Abstract The purpose of this study is to evaluate the differential impact of the dimensions of e-service quality (website design efficiency, fulfillment, security/privacy, and system availability) on trust and loyalty of retail bank customers in India, an emerging market. The study uses a survey questionniare to collect data from 351 retail banking customers in India to test the hypothesized relationships. Structural equation modeling technique using IBM AMOS software is used. Findings suggest that fulfillment and security/privacy influence trust while website design efficiency, security/privacy, and system availability influence loyalty. Further, trust positively influences loyalty in the context of retail banking in India.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"121 - 141"},"PeriodicalIF":0.0,"publicationDate":"2023-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47144440","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: 0
Fan Sponsor Acceptance: So, You Want to Join Our Sports in-Group? 球迷赞助商接受：那么，你想加入我们的体育团体吗？
Services Marketing Quarterly Pub Date : 2022-12-15 DOI: 10.1080/15332969.2022.2156757
L. Vance, M. Raciti, M. Lawley
{"title":"Fan Sponsor Acceptance: So, You Want to Join Our Sports in-Group?","authors":"L. Vance, M. Raciti, M. Lawley","doi":"10.1080/15332969.2022.2156757","DOIUrl":"https://doi.org/10.1080/15332969.2022.2156757","url":null,"abstract":"Abstract This research introduces the notion of sponsor acceptance and examines its role in an emerging sport, the Australian Big Bash League T20 cricket. Sports sponsors want to achieve consumer-based brand equity (CBBE) outcomes. However, the achievement of CBBE outcomes depends on sponsor acceptance. Using quantitative survey data from BBL television viewers, we developed and tested a model of sponsor acceptance. We compared fan in-group and out-group perceptions, finding that both groups viewed the sponsorship positively. There were no significant differences between the groups in terms of our model of sponsor acceptance. Commercial outcomes of the financial services sponsor validated findings.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"103 - 120"},"PeriodicalIF":0.0,"publicationDate":"2022-12-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47618777","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: 0
The Role of Customer Complaint Management on Switching Intention and Customer Exit in Fitness Centers 顾客投诉管理对健身中心顾客转换意向及退出的影响
Services Marketing Quarterly Pub Date : 2022-09-26 DOI: 10.1080/15332969.2022.2126081
Marco Tulio Campos Pimenta, J. D. de Mesquita, Hyunju Shin, Andre Torres Urdan
{"title":"The Role of Customer Complaint Management on Switching Intention and Customer Exit in Fitness Centers","authors":"Marco Tulio Campos Pimenta, J. D. de Mesquita, Hyunju Shin, Andre Torres Urdan","doi":"10.1080/15332969.2022.2126081","DOIUrl":"https://doi.org/10.1080/15332969.2022.2126081","url":null,"abstract":"Abstract Service failures are common, and the absence of an adequate response may increase switching intentions and customer exit. Thus, it is important to address the influence of customer satisfaction with complaint handling on switching intentions and customer exit. We tested hypotheses using data collected in two stages from a total of 821 customers who experienced service failure in 38 Brazilian gyms. The results indicate that perceptions of justice positively affect satisfaction with complaint handling, which reduces switching intention and customer exit. Moreover, failure severity is shown to increase switching intention and customer exit. Theoretical, methodological, and managerial implications are discussed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"51 - 72"},"PeriodicalIF":0.0,"publicationDate":"2022-09-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45260913","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: 0
The Positive Influence of Watching Others Receive Preferential Treatment on Rewards Program Participation: The Moderating Role of Rule Knowledge 观看他人获得优待对奖励计划参与的积极影响：规则知识的调节作用
Services Marketing Quarterly Pub Date : 2022-09-25 DOI: 10.1080/15332969.2022.2126078
Y. Huang, T. Brown
{"title":"The Positive Influence of Watching Others Receive Preferential Treatment on Rewards Program Participation: The Moderating Role of Rule Knowledge","authors":"Y. Huang, T. Brown","doi":"10.1080/15332969.2022.2126078","DOIUrl":"https://doi.org/10.1080/15332969.2022.2126078","url":null,"abstract":"Abstract Watching others receive superior treatment, a phenomenon known as the bystander effect, typically results in negative customer responses. In contrast, we investigate how to encourage positive responses from bystanders. The results of our experimental and survey studies show that witnessing preferential treatment leads bystanders to experience envy, which then triggers self-enhancement motivation that influences future intentions about participating in a loyalty program. In addition, when bystanders know the rules that allow preferential treatment, self-enhancement motivation encourages them to participate in the loyalty program. Theoretical contributions and practical implications for managing loyalty rewards programs are discussed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"30 - 50"},"PeriodicalIF":0.0,"publicationDate":"2022-09-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46863847","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: 0
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