E-retailing ethics in Egypt and its effect on customer repurchase intention

The theoretical understanding of online shopping behaviour has received much attention. Less focus has been given to the formation of the ethical issues that result from online shopper interactions with e-retailers. The vast majority of earlier research on this area is conceptual in nature and limited in scope by focusing on consumers’ privacy issues. Therefore, the purpose of this paper is to propose a theoretical model explaining what factors contribute to online retailing ethics and its effect on customer repurchase intention. The data were analysed using variance-based structural equation modelling, employing partial least squares regression. Findings indicate that the five factors of the online retailing ethics (security, privacy, non- deception, fulfilment/reliability, and corporate social responsibility) are strongly predictive of online consumers’ repurchase intention. The results offer important implications for e-retailers and are likely to stimulate further research in the area of e-ethics from the consumers’ perspective

Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure

Customers often experience intense emotions during service encounters. Their perceptions of how well contact employees demonstrate emotional competence in emotionally charged service encounters can affect their service evaluations and loyalty intentions. Previous studies examining employees’ potential to behave in emotionally competent ways (i.e., employee emotional intelligence [EEI]) have used self- or supervisor-reported scales to predict customer outcomes, presenting EEI as stable and independent of the context. However, service firms should be more concerned with the actual display of emotionally competent behaviors by employees (employee emotional competence [EEC]), because employee behaviors vary across encounters. Moreover, a customer perspective of EEC is useful as customer perceptions of employee performance are crucial predictors of satisfaction and loyalty. Therefore, this study proposes a conceptualization and operationalization of EEC in a service encounter context. On the basis of a comprehensive literature review and in-depth interviews, the authors develop a scale to capture customer-perceived EEC, defined as an employee’s competence in perceiving, understanding, and regulating customer emotions during a discrete service encounter. The scale achieves good reliability and validity. Researchers can use it to explore the role of EEC in service contexts; managers can employ the scale to diagnose EEC and improve customers’ service encounter experiences

Emocomp! A Customer Based Scale for Measuring Emotional Competences in Service Employees

Contains fulltext : 86788.pdf (publisher's version ) (Open Access)Customers experience intense negative emotions during various types of service encounters. In such cases, the ability of contact employees to perceive, understand, and regulate these emotions, - i.e. to display emotionally competent behaviors - is considered crucial for subsequent service evaluations and loyalty to the provider. Accurately measuring employee emotional competence (EEC) could help service managers to diagnose problems in the service experience and find ways to improve it. Extant measures of EEC are employee-based and often subject to response distortion and faking. Moreover, the use of these scales in service encounters is problematic due to their length. In the present article we develop and validate a concise customer-based measure of EEC. Based on a review of the literature in social psychology, relationship marketing, and services marketing, as well as data gathered from in-depth interviews, we develop a conceptual framework and generate an item pool. The scale is empirically validated by examining its reliability and convergent, discriminant, and predictive validity. The three­dimensional structure of emotional competence suggested by extant literature is confirmed.30 p

Employee emotional competence: Construct conceptualization and validation of a customer-based measure

Contains fulltext : 151196.pdf (publisher's version ) (Closed access)Customers often experience intense emotions during service encounters. Their perceptions of how well contact employees demonstrate emotional competence in emotionally charged service encounters can affect their service evaluations and loyalty intentions. Previous studies examining employees’ potential to behave in emotionally competent ways (i.e., employee emotional intelligence [EEI]) have used self- or supervisor-reported scales to predict customer outcomes, presenting EEI as stable and independent of the context. However, service firms should be more concerned with the actual display of emotionally competent behaviors by employees (employee emotional competence [EEC]), because employee behaviors vary across encounters. Moreover, a customer perspective of EEC is useful, as customer perceptions of employee performance are crucial predictors of satisfaction and loyalty. Therefore, this study proposes a conceptualization and operationalization of EEC in a service encounter context. On the basis of a comprehensive literature review and in-depth interviews, the authors develop a scale to capture customer-perceived EEC, defined as an employee’s competence in perceiving, understanding, and regulating customer emotions during a discrete service encounter. The scale achieves good reliability and validity. Researchers can use it to explore the role of EEC in service contexts, and managers can employ the scale to diagnose EEC and improve the customers’ service encounter experiences.3 juli 201

Services Marketing : Integrating Customer Focus Across the Firm

The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking. In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students