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Overall Customer Satisfaction with Banking Services (Mobile, Online, ATM, and Bank Teller): Comparison between the U.S. and China 客户对银行服务（移动、在线、ATM和银行柜员）的总体满意度：美国和中国的比较
Services Marketing Quarterly Pub Date : 2021-10-18 DOI: 10.1080/15332969.2021.1987615
Christina S. Simmers, Rebecca Rast, Allen D. Schaefer, Diana L. Haytko
{"title":"Overall Customer Satisfaction with Banking Services (Mobile, Online, ATM, and Bank Teller): Comparison between the U.S. and China","authors":"Christina S. Simmers, Rebecca Rast, Allen D. Schaefer, Diana L. Haytko","doi":"10.1080/15332969.2021.1987615","DOIUrl":"https://doi.org/10.1080/15332969.2021.1987615","url":null,"abstract":"Abstract As banking firms attempt to attract and retain customers, a default is to add technological services (most recent mobile banking), even though previous studies have found that bank tellers are most impactful to overall customer satisfaction. This research studies mobile banking services impact on overall customer satisfaction, and discovers that bank tellers still have a more significant overall impact on customer satisfaction, even for those who say they prefer self-service. However, the impact of independent and interdependent cultural differences altered these findings. Chinese consumers placed greater importance on mobile banking than American consumers.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"226 - 239"},"PeriodicalIF":0.0,"publicationDate":"2021-10-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45828652","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: 2
What Are These Strange Things Called Emotions? An Analysis of Service Interactions in the Funeral Industry: Issues, Implications, and Future Research Directions 这些奇怪的东西叫情绪是什么？殡葬行业服务互动分析：问题、启示和未来研究方向
Services Marketing Quarterly Pub Date : 2021-10-17 DOI: 10.1080/15332969.2021.1987611
Bernard Korai, C. Ouellet, J. Cloutier
{"title":"What Are These Strange Things Called Emotions? An Analysis of Service Interactions in the Funeral Industry: Issues, Implications, and Future Research Directions","authors":"Bernard Korai, C. Ouellet, J. Cloutier","doi":"10.1080/15332969.2021.1987611","DOIUrl":"https://doi.org/10.1080/15332969.2021.1987611","url":null,"abstract":"Abstract The role played by emotions in funeral services, as in unwanted services in general, is still largely unexplored in the literature. While no theoretical attempt has been made yet to shed light on the dyadic and processual emotional relationship occurring in a service of this nature, a narrative literature review has been conducted from a multidisciplinary corpus. The analysis is designed to present both sides of this relationship, e.g., the perspective of the consumer as well as that of the service provider. Research avenues are developed to deepen the understanding of emotions in the consumer-organizational relationship specific to funeral services.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"183 - 205"},"PeriodicalIF":0.0,"publicationDate":"2021-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46746433","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
Well-Timed Social-Emotional Support Can Enhance Consumer-to-Business Relationships 适时的社会情感支持可以增强消费者与企业的关系
Services Marketing Quarterly Pub Date : 2021-10-15 DOI: 10.1080/15332969.2021.1982852
M. Raciti
{"title":"Well-Timed Social-Emotional Support Can Enhance Consumer-to-Business Relationships","authors":"M. Raciti","doi":"10.1080/15332969.2021.1982852","DOIUrl":"https://doi.org/10.1080/15332969.2021.1982852","url":null,"abstract":"ABSTRACT Social-emotional support is valued by consumers and influences relationship dynamics—but when is the best time to enact social-emotional support tactics? Using data from a quantitative survey (n  = 312), a structural equation model indicated that social-emotional support positively influences consumers’ affective commitment, relationship strength and, via affective commitment, loyalty. The moderation effect of relationship duration (or time) was apparent in the model, with the impact of social-emotional support found to be of greater potency in mature relationships. This time contingency effect can help services better target social-emotional support tactics as part of their larger relationship marketing strategy.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"17 - 31"},"PeriodicalIF":0.0,"publicationDate":"2021-10-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48136356","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 Impact of Internal Branding on Employees’ Brand Supporting Behaviour in Banking 银行内部品牌对员工品牌支持行为的影响
Services Marketing Quarterly Pub Date : 2021-10-13 DOI: 10.1080/15332969.2021.1987610
Basetsana Taku, Y. Saini, R. Abratt
{"title":"The Impact of Internal Branding on Employees’ Brand Supporting Behaviour in Banking","authors":"Basetsana Taku, Y. Saini, R. Abratt","doi":"10.1080/15332969.2021.1987610","DOIUrl":"https://doi.org/10.1080/15332969.2021.1987610","url":null,"abstract":"Abstract The paper explored the antecedents of employee internal branding and employee supporting behavior. There is limited research on internal branding in emerging markets especially in the banking sector in South Africa. The results indicate that internal branding through employee brand identification, brand commitments and brand awareness positively results in employee supporting behavior. The implications indicate that internal branding strategies should be a coordinated effort of human resources and marketing departments to develop employees who understand the importance of brand supporting behavior which influences bank loyalty by employees and brand loyalty by customers.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"166 - 182"},"PeriodicalIF":0.0,"publicationDate":"2021-10-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42055163","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: 3
Establishing Loyalty from Consumers’ CSR Perception toward the Restaurants Offering Nutritional Information 从消费者对提供营养信息餐厅的企业社会责任感知建立忠诚度
Services Marketing Quarterly Pub Date : 2021-10-13 DOI: 10.1080/15332969.2021.1987612
M. Rehman, H. Park-Poaps, R. Lodhi, Hafiz Amaad
{"title":"Establishing Loyalty from Consumers’ CSR Perception toward the Restaurants Offering Nutritional Information","authors":"M. Rehman, H. Park-Poaps, R. Lodhi, Hafiz Amaad","doi":"10.1080/15332969.2021.1987612","DOIUrl":"https://doi.org/10.1080/15332969.2021.1987612","url":null,"abstract":"Abstract This study investigated the influence of consumers’ corporate social responsibility (CSR) perception of the restaurants that offer nutritional information on their menu on customer satisfaction and loyalty to the restaurants and the mediating roles of brand trust and customer satisfaction in the picture. A SEM technique was used to analyze 360 responses collected from a survey in the US. The findings implicate that brand trust in the restaurant is a major benefit for the restaurants from offering nutritional information, yet customer satisfaction seems to be a necessary condition to establish loyalty at the same time.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"206 - 225"},"PeriodicalIF":0.0,"publicationDate":"2021-10-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42520381","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: 2
Collaboration in Service Recovery: Control, Effort, and Self-Serving Bias 服务恢复中的合作:控制、努力和自我服务偏见
Services Marketing Quarterly Pub Date : 2021-10-13 DOI: 10.1080/15332969.2021.1986617
Joohyung Park, Sejin Ha
{"title":"Collaboration in Service Recovery: Control, Effort, and Self-Serving Bias","authors":"Joohyung Park, Sejin Ha","doi":"10.1080/15332969.2021.1986617","DOIUrl":"https://doi.org/10.1080/15332969.2021.1986617","url":null,"abstract":"ABSTRACT Studies advocate co-creation of service recovery is an effective strategy, enhancing customers’ equity and loyalty. This study examines the impacts of perceived control and effort as the key benefit and the cost associated with the co-creation strategy, in addition to the effect of self-serving bias to explain how co-creation induces a favorable recovery outcome. A scenario-based experiment with 319 U.S. consumers indicates control enhanced with co-creation is a significant benefit, whereas the negative impact of increased effort depends on the recovery outcome. The findings show that a firm recovery is prone to self-serving bias while a co-creation of recovery is not.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"87 - 109"},"PeriodicalIF":0.0,"publicationDate":"2021-10-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44087896","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: 3
I Have to Choose This University: Understanding Perceived Usefulness of Word of Mouth (WOM) in Choosing Universities among Students of Higher Education 我必须选择这所大学:了解口碑在高等教育学生选择大学中的感知有用性
Services Marketing Quarterly Pub Date : 2021-10-06 DOI: 10.1080/15332969.2021.1982851
David Amani
{"title":"I Have to Choose This University: Understanding Perceived Usefulness of Word of Mouth (WOM) in Choosing Universities among Students of Higher Education","authors":"David Amani","doi":"10.1080/15332969.2021.1982851","DOIUrl":"https://doi.org/10.1080/15332969.2021.1982851","url":null,"abstract":"ABSTRACT For decades, Word of Mouth (WOM) has been popularized as the most powerful form of marketing communication. However, there is scant evidence that validates its powerfulness from the receivers’ perspective. The study examined the powerfulness of WOM by testing its perceived usefulness in choosing Universities from 358 undergraduate students from the public university. Data were analyzed by using Structural Equation Modeling and the findings indicate that students choose Universities through the influence of WOM. Therefore, the University should focus on delivering quality services that influence the spread of positive WOM messages by its current students to prospective students.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"1 - 16"},"PeriodicalIF":0.0,"publicationDate":"2021-10-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41923042","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
Consumers’ Advertising Media Use: A Cross-Cultural Study 消费者广告媒介使用的跨文化研究
Services Marketing Quarterly Pub Date : 2021-10-06 DOI: 10.1080/15332969.2021.1982853
Goitom Tesfom, C. Lutz
{"title":"Consumers’ Advertising Media Use: A Cross-Cultural Study","authors":"Goitom Tesfom, C. Lutz","doi":"10.1080/15332969.2021.1982853","DOIUrl":"https://doi.org/10.1080/15332969.2021.1982853","url":null,"abstract":"ABSTRACT The increasing need for advertising strategies, driven by fierce competition for world markets, has made it important for global managers to understand how advertising media are received by consumers from different cultures. The purpose of this study is to examine whether advertising media use of mobile phone service consumers depends on the cultural dimension of uncertainty avoidance. The results show two interesting differences between consumers from the Netherlands (higher uncertainty avoidance) and the United States (lower uncertainty avoidance). Consumers in a higher uncertainty-avoidance context use more sources to collect product information and consult, in particular, the more trusted media.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"32 - 47"},"PeriodicalIF":0.0,"publicationDate":"2021-10-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41829224","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: 4
The Services Marketing Framework 服务营销框架
Services Marketing Quarterly Pub Date : 2021-10-05 DOI: 10.1142/9781944659806_others01
Jochen Wirtz, Christopher Lovelock
{"title":"The Services Marketing Framework","authors":"Jochen Wirtz, Christopher Lovelock","doi":"10.1142/9781944659806_others01","DOIUrl":"https://doi.org/10.1142/9781944659806_others01","url":null,"abstract":"","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"226 4 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-10-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90770684","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
Platform versus Pipeline Business Models: Are Airbnb and Marriot Right to Move into Each Other’s Turf? 平台vs管道商业模式:爱彼迎和万豪进入彼此的地盘是否正确?
Services Marketing Quarterly Pub Date : 2021-10-05 DOI: 10.1142/9781944659806_0030
Jochen Wirtz
{"title":"Platform versus Pipeline Business Models: Are Airbnb and Marriot Right to Move into Each Other’s Turf?","authors":"Jochen Wirtz","doi":"10.1142/9781944659806_0030","DOIUrl":"https://doi.org/10.1142/9781944659806_0030","url":null,"abstract":"","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"2 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-10-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89528004","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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