3,729 research outputs found

    The influence of perceived justice on recovery satisfaction in the airline industry

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    Abstract: This study examines the influence of perceived justice on customer satisfaction with service recovery and on the future behavioural intentions of customers in the airline industry. The study uses an exploratory research design that is quantitative in nature. Questionnaires were used to collect data, and structural equation modelling was used for hypothesis testing. The study revealed that the three dimensions of perceived justice, namely interactional, distributive and procedural justice, influence satisfaction with service recovery in the South African airline industry. However, only interactional and distributive justice had a positive influence on future behavioural intention

    Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia

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    Researchers and practitioners often pay less attention to service recovery research compared to service quality or customer satisfaction particularly in the context of open and distance learning (ODL) in Malaysia. More importantly, the antecedents and outcomes of service recovery satisfaction are often given less emphasis by the ODL institutions in their efforts to gain advantages in the current higher education environment. Based on past literature, four dimensions of justice were used to develop a theoretical understanding of the antecedents of service recovery satisfaction and its outcomes. This study investigated the relationships between justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer future outcomes (trust, word of mouth, repurchase intention and loyalty). Data were collected through a survey of 303 OUM students in Klang Valley, Malaysia who experienced service failure and service recovery. This study proposed and tested a framework via Partial Least Square Structural Equation Modeling (PLS-SEM). The results reveal a significant relationship between justice dimensions and service recovery satisfaction in terms of procedural and interpersonal justice. Service recovery satisfaction had a significant effect on all customer outcomes understudy. The inclusion of the university image as moderators were found out does not moderate the relationship between justice dimensions and service recovery satisfaction, implying that the university image does not have a significant interaction effect on this relationship. Therefore, the result of the study will help the managers and professionals to better understand how the antecedents and outcomes of service recovery satisfaction are important for the organisation, and how to deal with the customers in service failure situations to maximise the organisation profit. These results have important implications for marketing theory and business practicality. (Abstract by Author

    The Effect of Customers’ Emotion on Service Recovery Strategy in IT Service Failures

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    IT service support staff that deals with customer service inquiries online plays a key role in ensuring customer satisfaction and shaping customer experience. In reaction to service failures customers may exhibit some emotions that may influence service support staff’s response. Without a face-to-face interaction with customers, service support cannot detect the emotional signals sent out from customers. Instead service providers must rely on the content of email or online form received to detect any emotional cues. Using data from an issues tracking system, we will empirically test (i) the effect of customer’s emotion encoded in text content on service support staff’s response and (ii) the effect of service recovery strategy on customer’s sentiment on service quality when the service is recovered. Thus, the study will enrich our knowledge in the relationship between customer emotion and service recovery strategy in the context of IT service support

    Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes

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    Researchers and practitioners often pay less attention to service recovery research compared to service quality or customer satisfaction, particularly in the context of Open and Distance Learning. Moreover, the antecedents and outcomes of service recovery satisfaction are frequently given less emphasis by Open and Distance Learning institutions in their efforts to gain advantages in the current higher education business environment. Service organisations such as Open and Distance Learning institutions are often focused on delivering services with the approach of getting it right the first time. Service failure is inevitable and when service delivery fails at some point, the whole process will be disrupted and the students will be dissatisfied and disappointed. This is where service recovery satisfaction through justice dimensions plays its role. This study explores the relationship between justice dimensions (Distributive, Procedural, Interpersonal and Informational Justice) and Service Recovery Satisfaction, in addition to examining the moderating effects of University Image. In order to regain lost customer support, service providers must overcome the negative impact of poorly performed service. Previous studies have attempted to identify the impact of service recovery satisfaction by analysing the variation in post-recovery customer outcomes. The present study explores four customer outcomes: Repurchase Intention, Word of Mouth, Trust and Loyalty within the Malaysian ODL context. (Abstract by authors

    Exploring Online Double Deviation Effect from Psychological Contract Violation, Emotion, and Power Perspectives

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    Service recovery is a critical moment of truth in retaining customers and reinforcing customer relationships, and has been considered as an “Achilles\u27 heel” in online marketplaces. Poor service recoveries exacerbate the negative effects of the failure, producing a “double deviation” effect. The double deviation effect may arise from the seller’s power misuse and then dissolve the buyer-seller relationship (e.g., violate consumer psychological contract), elicit consumer negative emotions which lead to customer coping behaviors. This study links the theories of psychological contract violation (PCV), emotion, and coping from the power perspective to investigate the double deviation scenario in online auction marketplaces. Two moderators (perceived power and perceived consumer empowerment) are considered in our proposed model. Data collected from 190 consumers of one auction website provide support for the proposed model. The results shed light on what constitutes the determinants of consumer judgments while facing double deviation scenario and how consumers react to and cope with it in online marketplaces. Finally, implications and limitations are discussed in the last part of this paper. Available at: https://aisel.aisnet.org/pajais/vol6/iss1/4

    Psychological contract violation and customer intention to reuse online retailers:exploring mediating and moderating mechanisms

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    This study examines the impact of psychological contract violation (PCV) on customer intention to reuse online retailer websites via the mediating mechanisms of trust and satisfaction. The moderating role of perceived structural assurance (SA) is also investigated. An empirical study conducted among online shoppers confirms the indirect effects of PCV on customers’ intention to reuse via trust and satisfaction. The findings also support the moderating impact of perceived SA in the network of relationships. The study underscores the importance of SA as a trust-building mechanism for mitigating the deleterious effects of PCV among online customers, although the role of SA in preserving satisfaction is found to be limited. The findings suggest that online retailers may benefit by investing in SA and addressing the negative effects of PCV proactively rather than simply relying on post-failure service recovery mechanisms

    Traditional and challenger banks in UK : comparison in terms of customer value

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    Banking is about delivering value to the customer. There are two main type of banks: Traditional banks with centuries of history, a large customer base, a trusted, familiar and recognized brand, which have been challenged by newcomers – the Challenger banks as they started to rethink customer journey within banking business models. The purpose of this research is to conclude on which type of bank provides more value to their customers, which factors contribute for that and study the effect of those results on consumer behavior outcomes, in UK. The hypotheses are formulated after an extensive review of both academic literature and white papers about FinTech, banking industry and customer value measurement methods. Using primary data methods obtained with 201 valid respondents from UK, contacted online, performing scale development, CFA and SEM, resulted in the development of a customer value measurement method with 34-items and eight factors. In general, the results showed that Challenger banks provide higher customer value than Traditional banks, presenting higher average scores in seven factor while Traditional banks stand-out in one factor. Moreover, customer value and its factors predict consumer behavior outcomes Word-of-mouth and Loyalty, being the factors Price offer fairness and Outcome focus highly relevant because of its close link to the outcomes. The research contributes to existent academic literature on FinTech, banking industry with a validated customer value measurement method, having also practical implications for managers of financial institutions, giving them a useful tool for the development of specific strategies of marketing.O setor bancário está relacionado com a entrega de valor ao cliente. Existem dois tipos principais de bancos: os Tradicionais, com história, elevado número de clientes, marca de confiança, familiar e reconhecida, que têm sido desafios pelos bancos conhecidos por “Challengers”, que repensaram a experiência do cliente e o “business model” do setor bancário. O objetivo desta pesquisa é concluir que tipo de banco fornece mais valor ao cliente, quais os fatores que contribuem para tal e estudar o efeito desses no comportamento do cliente, no Reino Unido. As hipóteses são formuladas após uma extensa revisão da literatura académica, relatórios sobre “FinTech”, o setor bancário e medidas de valor. Dados primários foram obtidos por contacto online alcançando 201 indivíduos, clientes de bancos do Reino Unido. Utilizando CFA e SEM, resultou num método final com 34 itens e oito fatores que o valor. No geral, os resultados demonstram que os bancos “Challenger” fornecem mais valor ao cliente do que os Tradicionais, apresentando uma pontuação mais elevada em sete fatores enquanto os Tradicionais apresentam maior num fator. Para além disso, o valor para o cliente e os seus fatores explicam os comportamentos do cliente “Word-of-mouth” e “Loyalty”, sendo que os fatores “Offer fairness” e “Outcome focus” são relevantes pelo seu poder explicativo dos comportamentos. A pesquisa contribui para literatura existente sobre “FinTech” e o setor bancário, com um método válido para medir valor, tendo implicações práticas para gestores de instituições financeiras, com uma ferramenta útil para delinear estratégias de marketing

    The impact of perceived service quality on patient satisfaction and behavioral intention: The case of a private dental hospital in China

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    To explore the impact of perceived service quality on patient satisfaction and behavioral intention in the field of oral health, this research put forth a model of the relationship between perceived service quality, perceived value, patient satisfaction, and their behavioral intentions based on the European Customer Satisfaction Index (ECSI model). The five dimensions of SERVQUAL model are integrated into the three variables, namely enterprise image, medical facilities and medical personnel. Meanwhile, patient participation is introduced as a moderator to explore its moderating effect on perceived value and patient satisfaction. A total of 245 valid questionnaires were collected from patients receiving treatment in the surveyed hospital. Data analysis was carried out using statistical methods including confirmatory factor analysis (CFA), descriptive statistics, Cluster analysis, structural equation modeling (SEM), and three-level regression analysis. Results show that service personnel of dental institutions have a positive impact on patients' behavioral intention and perceived value, and perceived value positively correlates with patient satisfaction; service facilities also have a positive correlation with patient satisfaction; patient satisfaction positively impacts patients’ behavior intention. Moreover, patient satisfaction and perceived value act as mediators when corporate image and service personnel exert influence on patients' behavioral intentions. Based on above research results, the research proposed improvement solutions to the hospital from the perspective of patient satisfaction and behavior intention, and gave policy suggestions on upgrading the overall service level of the dental care industry in China.Para estudar o impacto da perceção de qualidade de serviço na satisfação do paciente e na intenção comportamental na área da saúde oral, esta investigação explora um modelo da relação entre a perceção da qualidade do serviço, o valor percebido, a satisfação do paciente, e as suas intenções comportamentais baseadas no Índice Europeu de Satisfação do Cliente (modelo ECSI). A investigação integrou cinco dimensões do modelo SERVQUAL e três variáveis relacionadas com a imagem corporativa, facilidade de serviço, e pessoal de serviço em organizações de medicina dentárias. Utilizou-se igualmente a "participação do paciente" como variável moderadora para verificar o efeito moderador da participação do paciente no valor percebido e na satisfação do paciente. A amostra envolveu 245 pacientes de um hospital de medicina dentária que responderam a um questionário. A análise de dados foi realizada utilizando métodos estatísticos tais como a análise fatorial confirmatória (CFA), estatística descritiva, análise de Cluster, equações estruturais (SEM), e análise de regressão a três níveis. Os resultados revelam que o pessoal de serviço nas instituições dentárias tem um impacto positivo na intenção comportamental e no valor percebido dos pacientes; o valor percebido correlaciona-se positivamente com a satisfação do paciente; as instalações também têm uma correlação positiva com a satisfação do paciente; a satisfação do paciente tem um impacto positivo na intenção comportamental do paciente. Além disso, a satisfação do paciente e o valor percebido atuam como mediadores quando a imagem corporativa e o pessoal de serviços exercem influência sobre as intenções comportamentais dos pacientes. Com base nos resultados, são propostas ao hospital algumas soluções de melhoria que visam aumentar a satisfação do paciente e da intenção comportamental. São também apresentadas e discutidas algumas sugestões para melhorar o nível global de serviços da indústria de cuidados dentários na China
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