Study 3: Beyond the Call of Duty: The Impact of Innovative Service Behavior by Robots on Customer Delight

2021 ◽  
pp. 145-172
Author(s):  
Moritz Merkle
Keyword(s):  
Customer Delight ◽  
Service Behavior ◽  
The Impact

“Actions speak louder than words”: an impact of service recovery antecedents on customer delight in quick-service restaurants

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Durgesh Agnihotri ◽  
Kushagra Kulshreshtha ◽  
Vikas Tripathi ◽  
Pallavi Chaturvedi
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Recovery ◽  
Equation Modeling ◽  
Role Clarity ◽  
Content Type ◽  
Customer Delight ◽  
Quick Service ◽  
The Impact

PurposeThe purpose of this study is to conceptualize and analyze a framework that provides greater understanding toward the impact of service recovery antecedents such as role clarity, customer service orientation, employee empowerment and employee relational behavior on customer satisfaction and customer delight in the context of quick-service restaurants (QSRs).Design/methodology/approachA self-administered questionnaire was distributed to 408 participants who had experienced service recovery efforts by leading QSRs on social media. The current paper draws upon the prevailing literature to test a series of research hypotheses through structural equation modeling.FindingsThe findings of the study have confirmed that antecedents of service recovery are good to describe customer satisfaction and customer delight in the setting of QSRs. Besides, the study provides an understanding on how monetary compensation moderates the relationship between customer delight and customer satisfaction.Practical implicationsThis study carries an understanding on how frontline employees must operate in a non-conventional and innovative way to resolve customers' issues and show commitment with truthfulness to provide excellent services to make customers feel delightful.Originality/valueThis is a unique study to understand the role of service recovery antecedents to describe customer satisfaction and customer delight in the social media environment. In addition, the results support the possibilities of implementing prompt service recovery efforts using social media.

Elucidating salespeople's market orientation, proactive service behavior and organizational culture in the B2B banking sector: a Malaysian perspective

2020 ◽  
Vol 38 (5) ◽  
pp. 1033-1057 ◽  
Author(s):  
Muhammad Iskandar Hamzah ◽  
Abdul Kadir Othman ◽  
Faridah Hassan
Keyword(s):  
Organizational Culture ◽  
Market Orientation ◽  
Information Dissemination ◽  
Cognitive Theory ◽  
Sales Performance ◽  
Content Type ◽  
Individual Market ◽  
Service Behavior ◽  
The Impact ◽  
Business To Business

PurposeConsidering that little is known on market orientation at the individual level, this study investigates the effects of individual market orientation on proactive service behavior, and subsequently, sales performance among business-to-business salespeople. Based on social cognitive theory and competing values framework, this paper also examines the interaction effects of organizational culture on the link between individual market orientation and proactive service behavior.Design/methodology/approachThe study sampled 539 business-to-business salespeople from 18 corporate banks in Kuala Lumpur by using a questionnaire survey.FindingsThe results of the study show that adhocracy culture strengthens the effects of information acquisition on proactive service behavior, while at the same time weakens the impact of coordination of strategic response on the same outcome. Meanwhile, rational culture displayed negative contingent effects of information dissemination on proactive service behavior.Practical implicationsGiven its link to sales performance and proactive service behavior, banks should motivate their employees to embrace market orientation as individual competencies. This research outcome will aid managers in developing strategies and inculcating the right culture to ensure the market-oriented behaviors are internalized and transpired into positive outcomes.Originality/valueThis paper contributes to the enrichment of the existing market orientation frameworks by offering underlying mechanisms (cultural environment and proactive service behavior) through which market-oriented behaviors contribute to the sales performance of business-to-business salespeople within the financial service industry. It is also among the earliest studies that examine the influence of individual market orientation and organizational culture on proactive service behavior.

Customer delight and work engagement

2014 ◽  
Vol 28 (5) ◽  
pp. 380-390 ◽  
Author(s):  
Donald C. Barnes ◽  
Joel E. Collier ◽  
Stacey Robinson
Keyword(s):  
Role Conflict ◽  
Customer Service ◽  
Work Engagement ◽  
Personal Resources ◽  
Frontline Employees ◽  
Customer Contact ◽  
Content Type ◽  
Customer Delight ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of the current research is to evaluate how customer contact level and customer service-based role conflict influence the relationship between customer emotions and work engagement, while simultaneously evaluating psychological capital as an outcome of work engagement. Customer service research highlights the impact of employee attitudes and behaviors on customer satisfaction. More recently, this relationship has been examined in reverse, evaluating how customer emotions influence the employee. Unfortunately, previous research has not evaluated variables that inhibit the impact of customer emotions on the employee. Design/methodology/approach – Data were collected from frontline employees across high and low customer contact service contexts. The hypothesized relationships were tested using structural equation modeling. Findings – This research provides empirical evidence that employee-perceived customer delight impacts employee work engagement. However, through a process of feedback, customer service-based role conflict impacts the relationship between customer emotions and employee emotions. Finally, the conceptual model illustrates how engaged employees can create their own personal resources vis-à-vis the broaden-and-build theory of positive emotions. Research limitations/implications – This research identifies both antecedent and outcomes variables associated with work engagement, as well as identified mediating factors. Practical implications – Results suggest that the quality and level of contact that frontline employees have with customers impact their work engagement. Furthermore, engaged frontline employees have the ability to create their own personal resources. Originality/value – This research makes contributions to the understanding of the impact of positive customer emotions on frontline employees.

Service redundancy in fine dining: evidence from Taiwan

2019 ◽  
Vol 31 (2) ◽  
pp. 830-854 ◽  
Author(s):  
Sheng-Hshiung Tsaur ◽  
Chang-Hua Yen
Keyword(s):  
Content Analysis ◽  
Environmental Factors ◽  
Design Methodology ◽  
Theoretical Foundation ◽  
Content Type ◽  
Service Excellence ◽  
Customer Delight ◽  
Service Behavior ◽  
Depth Interviews

Purpose Service excellence has been recognized as a crucial means of achieving customer delight. Several recent studies have argued that redundant services may be perceived as unnecessary by customers; however, few studies have explored the construct of service redundancy. This study aims to identify and classify service redundancy in the foodservice industry. Design/methodology/approach This qualitative study conducted in-depth interviews with 72 participants, namely, 36 customers and 36 managers of fine dining restaurants in Taiwan. Content analysis of the data yielded the classification of service redundancy. Findings This study determined 16 categories of service redundancy categorized under three themes: service behavior, service regulations and environmental factors. Furthermore, six causes and four consequences of service redundancy were identified. Research limitations/implications Customers and managers of fine dining restaurants were interviewed; thus, the findings may not be fully generalizable to service redundancy in other restaurant types. Originality/value The contribution of this research is the construction of a model of service redundancy, which could serve as a theoretical foundation for further examination of service redundancy and the relationships between the related constructs.

Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise

2016 ◽  
Vol 30 (3) ◽  
pp. 277-289 ◽  
Author(s):  
Donald C. Barnes ◽  
Joel E. Collier ◽  
Vince Howe ◽  
K. Douglas Hoffman
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Grocery Store ◽  
Equation Modeling ◽  
Theoretical Understanding ◽  
Content Type ◽  
Customer Delight ◽  
Multiple Paths ◽  
Antecedents And Consequences ◽  
The Impact

Purpose Historically, firms have dedicated an abundance of resources in the pursuit of customer satisfaction and its corresponding favorable consequences. However, research indicates that customer satisfaction may not necessarily result in the outcomes pursued. This paper aims to focus on the concept of customer delight and explore antecedents and consequences of interest to the service firm. More specifically, the proposed model explores the linkages of employee effort, employee expertise and the firm’s tangibles to customer surprise and joy which in turn lead to customer delight and per cent of budget spent. Design/methodology/approach Data were collected from a grocery store. The hypothesized relationships were tested using structural equation modeling. Findings Results from this study yield new insights into the dual pathways leading to customer delight through joy and surprise. That is, joy and tangibles lead to both joy and surprise, whereas expertise leads to joy alone. Both joy and surprise are completely mediated through delight to per cent of budget spent. Interestingly, higher frequency customers experience a stronger relationship from joy to delight. Research limitations/implications The findings have implications for the ongoing debate on the viability of customer delight and extending the theoretical understanding of why customer delight represents such a powerful force in the service environment. Practical implications By providing specific variables that impact both joy and surprise, management can develop tactics to develop delight initiatives. Originality/value This is the first study proposing multiple paths to customer delight. Further, this is the first study to link needs based and disconfirmation into a single model.

Analysis of Strategic Human Resource Management Practices in Small and Medium Enterprises of South Asia

2019 ◽  
Vol 10 (1) ◽  
pp. 44-61
Author(s):  
A. Anjum ◽  
X. Ming ◽  
Lilian Consuelo Mustelier Puig
Keyword(s):  
Research Design ◽  
Significant Relationship ◽  
Management Practices ◽  
Response Rate ◽  
Positive Impact ◽  
Linear Regression Analysis ◽  
Profit Sharing ◽  
Service Behavior ◽  
Medium Enterprises ◽  
The Impact

This empirical article aims to ascertain the impact & relationship of SHRM practices with service behavior among employees of SME's in Pakistan. Data was collected from 32 small & medium enterprises including Manufacturing, Consultants, Automotive, Fashion, Handicrafts, Surgical, Sports Goods & Customer Service sectors of 8 major cities of Pakistan by using stratified random sampling technique. The response rate was 76% as 180 questionnaires were distributed among front line employees, middle managers & executive managers and 38 questionnaires were returned back with 76% response rate and 118 questionnaires were found useable. Pearson's r correlation & linear regression analysis techniques were used to analyze the data on SPSS, PSAW version 22. According to results, the Regression model is weakly parsimonious & accounts for 33.3% of the variance. SHRM practices on the whole have positive moderate significant relationship (.337*) & positive impact (β = .787) on service behavior. In depth, training has positive weak significant relationship (.219*) & positive impact (β = .147), participation has positive moderate significant relationship (.499**) & positive impact (β = .432), job description has positive moderate significant relationship (.340**) & positive impact (β = .352), result-oriented appraisal has positive weak significant relationship (.222*) & positive impact (β = .015), internal career opportunities has positive weak significant relationship (.292**) & positive impact (β = .295) on service behavior. Employment security (.131) & profit sharing (- .054) have non-significant relationships with service behavior. This study facilitates the policy makers to adopt appropriate SHRM practices to foster service behavior among employees. This study was conducted in eight cities of Pakistan by using cross sectional research design. Future research direction is to expand the study by using longitudinal research design.

Observing delightful experiences of other customers: the double-edged sword of jealousy and joy

2017 ◽  
Vol 27 (1) ◽  
pp. 145-163 ◽  
Author(s):  
Nadine L. Ludwig ◽  
Donald C. Barnes ◽  
Matthias Gouthier
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Equation Modeling ◽  
Level Of Service ◽  
Cross Sectional ◽  
Content Type ◽  
Cognitive Reactions ◽  
Customer Delight ◽  
The Impact ◽  
Practical Implications

Purpose Deciding on the appropriate level of service is one of the paramount decisions a firm must make. Making this decision more complicated is the debate regarding the viability of aiming for the highest level of service or customer delight. One avenue of research missing from the literature is the impact of providing delight to one customer while in the presence of others. In response the purpose of this paper is to evaluate the emotional and cognitive reactions of the observing customer. Design/methodology/approach Structural equation modeling was utilized to evaluate a sample of 272 respondents. Additional moderation analysis was conducted on the impact of perceived deservingness. Findings Findings indicate that the observing customer experiences the dual effects of joy and jealousy which both impact perceptions of unfairness and subsequent behaviors of complaining and repurchase. The perceived deservingness of the customer experiencing the delight is shown to reduce the impact of jealousy on unfairness. Research limitations/implications The main limitations include cross-sectional data and the fact that the data were retrospective. Practical implications This research suggests that firms should embrace the positive contagion that occurs between the delighted customer and observer while attempting to minimize the impact of jealousy. Originality/value This is the first research to quantitatively evaluate the impact of a customer viewing another customer receiving delight.

scholarly journals EFEK KOMITMEN MANAJEMEN PUNCAK TERHADAP PERILAKU PELAYANAN KARYAWAN DENGAN KEPUASAN KERJA SEBAGAI VARIABEL MEDIASI

2011 ◽  
Vol 4 (1) ◽  
pp. 19
Author(s):  
Nina Agustina ◽  
Andreas W. Gunawan Putra
Keyword(s):  
Job Satisfaction ◽  
Customer Service ◽  
Two Dimensions ◽  
Management Support ◽  
Validity And Reliability ◽  
Positive Effects ◽  
Employee Job Satisfaction ◽  
Management Commitment ◽  
Service Behavior ◽  
The Impact

<span><em>T</em><span><em>he purpose of this paper is to examine the impact of management commitment to service on </em><span><em>employee service behaviors and to develop and test a conceptual model of the antecedents and </em><span><em>consequences of job satisfaction in the hospitality industry. The conceptual framework consists of</em><br /><span><em>the following constructs: management support, reward, empowerment, training, job satisfaction, </em><span><em>extra role customer service behavior and cooperation. Moreover, six (6) hypotheses were </em><span><em>developed and tested. Instrument test of validity and reliability used to test the validity of the</em><br /><span><em>measures, while multiple regression was used in hypotheses testing. Data were collected from</em><span><em>110 respondent who are working at Sekolah Dian Harapan Daan Mogot, Jakarta Barat. Strong </em><span><em>support was found for 1 of the 6 hypotheses. Findings reveal that management support has </em><span><em>positive effects on job satisfaction. It is shown that reward, empowerment, training are not</em><br /><span><em>related to job satisfaction. Moreover, it is demonstrated that the two dimensions of service </em><span><em>behavior – extra-role customer service behaviors and cooperation also are not related to job</em><br /><span><em>satisfaction. Importantly, it is found that job satisfaction can be created from employee service</em><br /><span><em>behavior as the school is applying the management support to the employees.</em><br /><span><em>Keywords: </em><span><em>school, management commitment, management support, employee job satisfaction,</em><br /><span><em>service behaviors</em></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span></span></span>

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