“喜欢!”服务祝福对顾客的影响

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2021-10-29 DOI:10.1080/15332969.2021.1992561

R. Schindler, Sandipan S. Sen, J. A. Wiles

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引用次数: 1

摘要

在宗教传统中，能激发良好感觉的强调话语被称为祝福。对各种各样的服务提供者的采访表明，他们经常使用这样的话语关于他们的客户的选择和未来的选择。此外，这种服务祝福通常显示出与宗教传统和日常礼貌仪式一致的特征。一项对照实验表明，服务祝福对顾客满意度具有实质性和广泛的益处。这些发现对改善零售客户服务管理具有理论和实践意义。

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“Enjoy!” The Effects of Service Blessings on the Customer

ABSTRACT In religious traditions, emphatic utterances that activate good feelings are referred to as blessings. Interviews with a wide variety of service providers indicate that they routinely use such utterances regarding the choices and prospective choices of their customers. Further, such service blessings typically show characteristics that are consistent with both religious traditions and rituals of everyday politeness. A controlled experiment indicates that service blessings can have substantial and broad benefits to customer satisfaction. These findings have both theoretical and practical implications for improving the management of retail customer service.

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.