在社会影响力背景下，售后服务塑造分类满意度和在线再光顾意愿

IF 3.4 Q2 MANAGEMENT

International Journal of Quality and Service Sciences Pub Date : 2022-05-31 DOI:10.1108/ijqss-09-2021-0119

Pranay Verma

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引用次数: 7

摘要

目的本文旨在从专业服务的售后服务（ASS）和分类满意度（AS）的角度分析在线退货意向（ORI）。本研究还旨在研究ASS对AS的影响。此外，还考察了社会影响（SI）在影响这两个和其他因变量中的作用。最后，还研究了四个二分法变量对这些假设关系的调节作用。设计/方法/方法采用结构化问卷，通过有针对性的抽样方法，从458名最近在各自专业服务提供商有过ASS经验的客户中收集数据。本实证研究证实ASS是AS和ORI的先行因素。本实证研究的发现也证实了AS对ORI和客户忠诚度有直接的正向影响。这意味着满意的客户更有可能重新获得专业服务，并忠于此类专业服务提供商。研究结果还表明，所有结构都受到SI的影响。公民身份、性别、城市类型（地铁/非地铁）和收入状况调节了一些假设的关系，其中城市类型的影响最大。原创性/价值据作者所知，这是第一项关于在线购买专业服务的研究，证明了ASS对AS的影响。鉴于在线专业服务的发展，本研究为学者和从业者提供了如何利用ASS和AS建立ORI和忠诚度基础的建议和建议。本研究通过研究ASS、分类满意度、ORI和客户忠诚度之间的相互关系，填补了现有文献中的空白。

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After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence

Purpose This paper aims to analyze online repatronage intention (ORI) in the context of after-sales service (ASS) and assortment satisfaction (AS) for professional services. This study also aims to study the influence of ASS upon AS. Additionally, the role of social influence (SI) in influencing these two and other dependent variables is examined. Finally, the effect of moderation on these hypothesized relationships by four dichotomous variables is also investigated. Design/methodology/approach A structured questionnaire was used to collect data from 458 customers, who had a recent experience of ASS with their respective professional service providers, through purposive sampling method. Findings This empirical study establishes that ASS is an antecedent to AS and ORI. The finding of this empirical study also confirms that AS has a direct positive influence on ORI and customer loyalty. This implies that satisfied customers are more likely to repatronage the professional service and would be loyal to such professional service providers. The findings also reveal that all constructs are influenced by SI. Civil status, gender, city type (metro/non metro) and income status moderate a few of the hypothesized relationships, with city type having the maximum effect. Originality/value To the best of the author’s knowledge, this is the first study on online purchase of professional services which proves that ASS influences AS. Given the growth of online professional services, this study provides scholars and practitioners with suggestions and recommendations on how ASS and AS can be used to build ORI and a loyalty base. This study fills the void in extant literature by examining the interrelationships between ASS, assortment satisfaction, ORI and customer loyalty.

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来源期刊

International Journal of Quality and Service Sciences MANAGEMENT-

CiteScore

6.00

自引率

7.70%

发文量

期刊介绍： The International Journal of Quality and Service Sciences seeks to explore various aspects of quality and services as closely interrelated phenomena in the context of ongoing transformation processes of organizations and societies. Thus the journals'' scope is not limited to micro perspectives of organizational and management related issues. It seeks further to explore patterns, behaviors, processes, mechanisms, principles and consequences related to quality and services in a broad range of organizational and social/global processes. These processes embrace cultural, economic, social, environmental and even global dimensions in order to better understand the past, to better diagnose the current situations and hence to design better the future. The journal seeks to embrace a holistic view of quality and service sector management and explicitly promotes the emerging field of ‘quality and service sciences’.The journal is an open forum and one of the main channels for communication of multi- and inter- disciplinary research and practices.