E-service quality:development of a hierarchical model

Using survey data from 358 online customers, the study finds that the e-service quality construct conforms to the structure of a third-order factor model that links online service quality perceptions to distinct and actionable dimensions, including (1) website design, (2) fulfilment, (3) customer service, and (4) security/privacy. Each dimension is found to consist of several attributes that define the basis of e-service quality perceptions. A comprehensive specification of the construct, which includes attributes not covered in existing scales, is developed. The study contrasts a formative model consisting of 4 dimensions and 16 attributes against a reflective conceptualization. The results of this comparison indicate that studies using an incorrectly specified model overestimate the importance of certain e-service quality attributes. Global fit criteria are also found to support the detection of measurement misspecification. Meta-analytic data from 31,264 online customers are used to show that the developed measurement predicts customer behavior better than widely used scales, such as WebQual and E-S-Qual. The results show that the new measurement enables managers to assess e-service quality more accurately and predict customer behavior more reliably

Remote Service Satisfaction: An Initial Examination

As more providers establish remote services for remote repair, remote diagnosis and maintenance purposes to provide greater value to their customers, understanding what creates a satisfying customer experience becomes crucial. Even though this understanding appears crucial, no studies have examined the factors that make customers satisfied with remote services. To partly fill this void, the authors examine the role that customer perceptions of (1) remote service technology, (2) remote service workflow, (3) economic value, (4) information exchange, (5) interaction, (6) remote service individualization, and (7) auxiliary services play in customer remote service satisfaction assessments. They find that remote service technology, remote service workflow, and interaction are the dominant factors in customer assessments of satisfaction. The authors discuss the implications of these findings and offer directions for future research

Developing a Conceptualization of Mobile Service Quality

Mobile devices changed the way that users nowadays encounter online environments. These devices have become the essential touchpoints for users on their path to purchase. Since recent IS literature does not provide comprehensive measurements for mobile service quality (MSQ), we employed focus groups and critical incident technique to collect 422 user statements related to perceptions of service quality in mobile shopping situations. Our study explores eighteen attributes representing five essential dimensions of MSQ. The results suggest that users assess mobile stores depending on the offered ubiquity of services (e.g., mobility, location-based services), mobile store design (e.g., responsive design, synchronicity, information quality, product selection), customer service (e.g., social media, return policies), order fulfillment (e.g., process transparency, timeliness of delivery), and security/privacy. We discuss this conceptual model of MSQ which will be used to develop a comprehensive MSQ measurement in further research

Satisfaction with complaint handling:a replication study on its determinants in a business-to-business context

Research on the drivers of satisfaction with complaint handling (SATCOM) underlines the importance of procedural, relational, and interactional justice (Orsingher, Valentini, & de Angelis, 2010). Since these SATCOM-studies are largely conducted in business-to-consumer (B2C) markets, it is unclear what drives SATCOM in business-to-business (B2B) markets. Therefore, we replicate the justice model in an industrial context and find significant differences for procedural justice and interactional justice but not for distributive justice. While distributive justice is equally important in both contexts, procedural justice is more important in B2B markets whereas interactional justice drives SATCOM only in B2C markets

Understanding Anthropomorphism in Service Provision: A Meta-Analysis of Physical Robots, Chatbots, and other AI

An increasing number of firms introduce service robots, such as physical robots and virtual chatbots, to provide services to customers. While some firms use robots that resemble human beings by looking and acting humanlike to increase customers’ use intention of this technology, others employ machinelike robots to avoid uncanny valley effects, assuming that very humanlike robots may induce feelings of eeriness. There is no consensus in the service literature regarding whether customers’ anthropomorphism of robots facilitates or constrains their use intention. The present meta-analysis synthesizes data from 11,053 individuals interacting with service robots reported in 108 independent samples. The study synthesizes previous research to clarify this issue and enhance understanding of the construct. We develop a comprehensive model to investigate relationships between anthropomorphism and its antecedents and consequences. Customer traits and predispositions (e.g., computer anxiety), sociodemographics (e.g., gender), and robot design features (e.g., physical, nonphysical) are identified as triggers of anthropomorphism. Robot characteristics (e.g., intelligence) and functional characteristics (e.g., usefulness) are identified as important mediators, although relational characteristics (e.g., rapport) receive less support as mediators. The findings clarify contextual circumstances in which anthropomorphism impacts customer intention to use a robot. The moderator analysis indicates that the impact depends on robot type (i.e., robot gender) and service type (i.e., possession-processing service, mental stimulus-processing service). Based on these findings, we develop a comprehensive agenda for future research on service robots in marketing

Eliminating Customer Experience Pain Points in Complex Customer Journeys through Smart Service Solutions

Scholarly understanding of customer journeys has evolved from a linear, single service provider perspective to encompass complex service delivery networks that involve multiple touchpoints governed by various service providers. This intricate setting often gives rise to experiential pain points for customers. To investigate this phenomenon within the context of airport services, our research employs critical incident and problem-centered interviews as well as an analysis of 7192 online airport reviews. In Studies 1a and 2a, we explore the crucial pain points that travelers encounter throughout their airport journey. Complementing these insights, Studies 1b and 2b assess the impact of the identified pain points on travelers' emotions. Building upon a classification of pain points into information, performance, and hospitality themes, Study 3 further examines how smart service solutions, as new technologies, can address and resolve these pain points, ultimately enhancing the customer experience (CX). By accomplishing these objectives, our work contributes a comprehensive classification scheme for experiential pain points in complex customer journeys to the academic discourse on customer journeys. Furthermore, it establishes a connection to the emerging field of research on the impact of smart service solutions on the CX

Effectiveness of engagement initiatives across engagement platforms: A meta‑analysis

As part of their customer engagement (CE) marketing, firms use different platforms to interact with customers, in ways that go beyond purchases. Task-based CE strategies call for customers’ participation in structured, often incentivized tasks; experiential CE initiatives instead aim to stimulate pleasurable experiences for customers. But the optimal uses of these two strategies, in terms of improving customer engagement to produce more positive marketing outcomes, are unclear. With a meta-analysis and data from 395 samples, pertaining to 434,233 customers, the present study develops and tests a unifying framework of how to optimize investments in both two engagement strategies across different engagement platforms. On average, task-based initiatives are more effective in driving customer engagement, but the effects depend on the platform. If platforms support continuous or lean interactions, task-based initiatives are more effective; on platforms that encourage spot interactions, experiential initiatives are preferable. Three customer engagement dimensions (cognitive, emotional, and behavioral) in turn lead to positive marketing outcomes, though in ways that depend on the platforms’ interaction characteristics (intensity, richness, initiation) and differ across digital versus physical platforms. These results provide clear guidance for managers regarding how to plan their CE marketing activities to benefit both their firms and their customers

Customer Perceived Value: A Comprehensive Meta-analysis

Customer perceived value (CPV) is a cornerstone of marketing literature. However, myriad studies have generated contradictory empirical findings. In addition, though some existing literature reviews help clarify the conceptual foundations of CPV, the literature lacks a meta-analysis of empirical evidence about the CPV model and its effects. To consolidate existing research, the current meta-analysis assesses the findings of 687 articles, involving 780 independent samples and 357,247 customers. The most integrative CPV model, which includes benefits, sacrifices, and overall value, performs best. Empirical generalizations also reveal the relative weights of various benefits and sacrifices integrated into this CPV model and causal chains between CPV and different outcomes (satisfaction, word-of-mouth, and repurchase intentions). Finally, this analysis uncovers moderating effects of multiple relational contexts: nonprofit/for-profit, public/private, contractual/non-contractual, online/offline, business-to-business/business-to-consumer, and goods/services. For scholars, this article synthesizes existing findings on CPV; for managers, the results provide suggestions for ways to increase CPV

The influence of acceptance and adoption drivers on smart home usage

Purpose: This study aims to develop a comprehensive adoption model that combines constructs from various theories and tests these theories against each other. The study combines a technology acceptance model, innovation diffusion theory and risk theory. It develops this model in a smart home applications context. Design/methodology/approach: The study is based on an online survey consisting of 409 participants, and the data are analyzed using structural equation modeling. Findings: Each theory provides unique insights into technology acceptance and numerous constructs are interrelated. Predictors from innovation diffusion and risk theory often display indirect effects through technology acceptance variables. The study identifies risk perception as a major inhibitor of use intention, mediated through perceived usefulness. Results reveal that the most important determinants of use intention are compatibility and usefulness of the application. Research limitations/implications: Studies which do not examine different theories together may not be able to detect the indirect effects of some predictors and could falsely conclude that these predictors do no matter. The findings emphasize the crucial role of compatibility, perceived usefulness and various risk facets associated with smart homes. Originality/value: This study broadens the understanding about the necessity of combining acceptance and adoption drivers from several theories to better understand the usage of complex technological systems such as smart home applications

Kundenbindung von Noncomplainern:Neue Aspekte des Beschwerdemanagement

Gegenstand des vorliegenden Beitrags sind Kunden, die trotz eines negativen Vorfalls bei der Leistungserbringung ihre Unzufriedenheit nicht gegenüber dem Anbieter artikulieren („Noncomplainer“). Diese Kundengruppe fand in der bisherigen Beschwerdeforschung nur wenig Beachtung, obwohl verschiedene Studien nachweisen konnten, dass nur ein sehr geringer Anteil der unzufriedenen Kunden ihre Beschwerde überhaupt gegenüber dem Unternehmen artikuliert. Die vorliegende Studie leistet einen Beitrag zu einem besseren Verständnis über 1) die Wirkung von negativen Vorfällen auf die Kundenbindung und 2) die Rolle von Wiedergutmachungen aus Sicht der Kunden. Hierdurch lassen sich 3) Rückschlüsse für die Beschwerdestimulierung von Noncomplainern ziehen. Hierzu vergleichen die Autoren des Beitrags Noncomplainer mit Kunden, die eine Wiedergutmachung erfahren haben, und Kunden ohne negativen Vorfall. Dabei konzeptualisieren sie die Kundenbindung umfassend und werten erstmals sowohl Kundenbefragungs- als auch Transaktionsdaten nach einem negativen Vorfall aus