scholarly journals Service interaction design: A Hawk-Dove game based approach to managing customer expectations for oligopoly service providers

2012 ◽  
Vol 16 (4) ◽  
pp. 697-713 ◽  
Author(s):  
Yen-Hao Hsieh ◽  
Soe-Tsyr Yuan ◽  
Hsiao-Chen Liu
Keyword(s):  
Interaction Design ◽  
Service Providers ◽  
Customer Expectations ◽  
Service Interaction

Customer Service on Twitter

2015 ◽  
pp. 130-153 ◽  
Author(s):  
Alexa K. Fox ◽  
Scott Cowley
Keyword(s):  
Social Media ◽  
Service Delivery ◽  
Customer Service ◽  
Service Providers ◽  
Customer Expectations ◽  
Service Interaction ◽  
Service Expectations ◽  
Twitter Users ◽  
The Impact

Twitter is one of the world's most popular social media websites, and company spending on social media is rapidly increasing. One area of investment for companies in social media is customer service, but many marketers struggle to understand how micro-blogging can be integrated into customer service efforts. The purpose of this chapter is to explore customer service interaction on micro-blogs by understanding company and customer expectations on Twitter. The authors examine (1) whether gaps in service expectations exist between consumers and companies in a customer service scenario and (2) the impact of specific customer service response configurations on these consumer-company expectation gaps. Results of a study of Twitter users and customer service providers suggest that differences exist between customers' expectations of customer service on Twitter and companies' understanding of these expectations. The authors discuss how managers can use their understanding of these differences to make better decisions about service delivery through Twitter and other social media websites.

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

scholarly journals Putting sexualized labour in the picture: Encoding ‘reasonable entitlement’ in the lap dancing industry

Organization ◽  
2018 ◽  
Vol 26 (6) ◽  
pp. 783-801
Author(s):  
Sophie Hales ◽  
Kathleen Riach ◽  
Melissa Tyler
Keyword(s):  
Service Providers ◽  
Ethnographic Study ◽  
Semiotic Analysis ◽  
Body Images ◽  
Exchange Relationship ◽  
Customer Expectations ◽  
Corporate Websites ◽  
The One ◽  
The Uk ◽  
Lap Dancing

This article is based on a semiotic analysis of corporate websites in the lap dancing industry. Forming part of a larger ethnographic study of the UK lap dancing industry, it focuses on how the exchange relationship between dancers and customers is shaped by the industry’s online presence. Methodologically, it draws on Hancock’s semiotic approach to the analysis of organizational artefacts and Brewis’s writing on the importance of understanding how sex work is constructed and perceived. The article shows the importance of corporate websites as virtual spaces that landscape customer expectations of the exchange relationship emphasizing how these expectations perpetuate, on the one hand, a very prescriptive range of body images shaping the performance and consumption of lap dancing work, and on the other, an ambiguous suggestion of open-ended possibility. The article argues that, in combination, this landscaping of prescription and possibility constitutes a powerful organization of anticipation underpinning perceptions of reasonable entitlement within the lap dancing exchange relationship considering how this impacts upon the dancers’ experiences of this relationship. The analysis highlights both the importance of virtual corporate spaces in landscaping interactive service exchanges, as well as the intensification that results from the ambiguity encoded within these spaces, requiring service providers to reconcile anticipation and experience, prescription and possibility, within the exchange relationship.

Customer Value Dimensions in E-Healthcare Services

2018 ◽  
pp. 42-55
Author(s):  
Kirsti Lindberg-Repo ◽  
Apramey Dube
Keyword(s):  
Value Creation ◽  
Service Provision ◽  
Customer Value ◽  
Healthcare Service ◽  
Service Providers ◽  
Healthcare Services ◽  
Limited Attention ◽  
Customer Expectations ◽  
Temporal Aspect ◽  
Narrative Techniques

Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome of e-healthcare service (‘What'), 2) The process of e-healthcare service (‘How'), 3) The responsiveness and temporal aspect of e-healthcare service (‘When'), and, 4) The location of e-healthcare service provision (‘Where'). The value dimensions reflect customer expectations that service providers can fulfill for improved customer value creation. To the best of the authors' knowledge, this study is one of the first researches to investigate customer value dimensions in e-healthcare services in Finland.

Can Customer Expectations be Measured in Real Time?

2016 ◽  
Vol 15 (01) ◽  
pp. 119-149
Author(s):  
Yen-Hao Hsieh ◽  
Soe-Tsyr Yuan
Keyword(s):  
Real Time ◽  
Service Providers ◽  
Service Encounters ◽  
Time Dynamic ◽  
Customer Expectations ◽  
Customer Expectation ◽  
Academic Fields ◽  
Expectation Management ◽  
Customer Expectation Management ◽  
Measurement Mechanism

Customer expectation has been an important issue across different academic fields. Customer expectation management enables service providers to provide customers with suitable services in order to achieve high customer satisfaction especially in real-time dynamic service contexts. Understanding actual customer expectations is the primary step before managing customer expectations. However, to our knowledge, there is no research investigating how to measure real-time customer expectations during service delivery. Hence, this study proposes a customer expectation measurement mechanism and evaluates its feasibility and reliability through simulations. Simulation results show that the proposed mechanism offers researchers and service providers a feasible approach to measuring and managing real-time customer expectations at service encounters for building satisfactory customer experiences.

Retailer Adoption of Mobile Payment

2013 ◽  
Vol 11 (4) ◽  
pp. 70-89 ◽  
Author(s):  
Krassie Petrova ◽  
Bo Wang
Keyword(s):  
Service Providers ◽  
The Body ◽  
Mobile Payment ◽  
Motivating Factors ◽  
Point Of Sale ◽  
Customer Expectations ◽  
Body Of Knowledge ◽  
Lack Of Information ◽  
Adoption Model ◽  
Insight Into

This qualitative study aimed to identify the motivating factors and the challenges related to the adoption of mobile payment (mPayment) by small business retailers. Data collected from semi-structured personal interviews with a small group of participants were analyzed applying a content analysis approach. The findings indicate that retailer demand for mPayment was motivated mainly by perceived customer expectations for a convenient (faster) way to pay using the ubiquitous mobile technology, as well as by the perceived efficiency of mPayment leading to revenue increase. Challenges to mPayment adoption included, among others, the need to compete with already established point-of-sale payment technologies and the lack of information about mPayment leading to uncertainty about its comparative advantages. The study contributes to the body of knowledge by developing and exploring a merchant oriented mPayment adoption model. The factors identified as adoption drivers and challenges provide an insight into New Zealand retailer perspectives on mPayment, and the grounds for recommendations to mPayment service providers.

scholarly journals A Strong Law for the Rate of Growth of Long Latency Periods in a Cloud Computing Service

2012 ◽  
Vol 44 (4) ◽  
pp. 995-1017 ◽  
Author(s):  
Souvik Ghosh ◽  
Soumyadip Ghosh
Keyword(s):  
Cloud Computing ◽  
Virtual Machines ◽  
Service Providers ◽  
Large Deviation ◽  
Cloud Service ◽  
Strong Law ◽  
Customer Expectations ◽  
Service Guarantees ◽  
Long Latency ◽  
Cloud Computing Service

Cloud-computing shares a common pool of resources across customers at a scale that is orders of magnitude larger than traditional multiuser systems. Constituent physical compute servers are allocated multiple ‘virtual machines' (VMs) to serve simultaneously. Each VM user should ideally be unaffected by others’ demand. Naturally, this environment produces new challenges for the service providers in meeting customer expectations while extracting an efficient utilization from server resources. We study a new cloud service metric that measures prolonged latency or delay suffered by customers. We model the workload process of a cloud server and analyze the process as the customer population grows. The capacity required to ensure that the average workload does not exceed a threshold over long segments is characterized. This can be used by cloud operators to provide service guarantees on avoiding long durations of latency. As part of the analysis, we provide a uniform large deviation principle for collections of random variables that is of independent interest.

scholarly journals MANAJEMEN MUTU TERPADU DI PESANTREN

2021 ◽  
Vol 15 (2) ◽  
pp. 195-226
Author(s):  
Siti Aimah
Keyword(s):  
Quality Management ◽  
Service Providers ◽  
Stakeholder Involvement ◽  
Boarding School ◽  
Quality Standards ◽  
Customer Expectations ◽  
Implementation Evaluation ◽  
Quality Culture ◽  
Analysis Technique ◽  
The Impact

The purpose of this study is to find; planning, implementation, evaluation, follow-up, characteristics and impacts of quality standards on the application of integrated quality management in Pondok Pesantren Darussalam Blokagung and Pondok Pesantren Modern Al-Kautsar Banyuwangi. This study uses a qualitative approach to the data collection techniques used that are: observation, interviews and documentation. The data analysis technique uses interactive three models that are: data reduction, data presentation, conclusion drawing. The results of this research: first, the pattern of MMT application in pesantren is influenced by the typology of the education system used, but substantially has the same pattern of organizing, planning, implementing, monitoring and innovation. The pattern formed a cycle that repeated itself in the implementation of quality activities with the control of the person responsible for quality in collaboration with all stakeholders in the Islamic boarding school, especially the organizers of the managed educational activities; second, characteristics of MMT in pesantren that is focus on customers in providing satisfaction, total stakeholder involvement both internal and external in organizing quality activities, quality standards that are in line with customer desires, commitment of pesantren education service providers in supporting the improvement of quality culture, continuous improvement through improving quality standards in line with increasing customer expectations and innovation values ​​of the quality of the pesantren so that the public is increasingly in demand,  prospective students and users, the integration of education and dual graduation is now increasingly in demand by the community; third the impact of implementing integrated quality management in pesantren is improvement of quality culture that triggers public appeal, to register their children in Islamic boarding schools and increasing number of students in pesantren, the increasing recognition of the quality (education) of pesantren in the community.

Understanding the normative expectations of customers toward Buddhism-themed hotels

2015 ◽  
Vol 27 (7) ◽  
pp. 1409-1441 ◽  
Author(s):  
Kam Hung ◽  
Sha Wang ◽  
Chaohua Tang
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Quality Model ◽  
Global Marketing ◽  
Content Type ◽  
Customer Expectations ◽  
Wide Range ◽  
Normative Expectations ◽  
Practitioner Perceptions ◽  
Practical Implications

Purpose – This study aims to understand the normative expectations of travelers on the services and experiences provided by Buddhism-themed hotels as well as how service providers perceive such expectations. The growth of religion-themed hotels in China follows a larger and more generalized global marketing trend in terms of providing tourists and consumers with “themed” experiences. Design/methodology/approach – Using the service quality model, this study investigates these expectations of Buddhism-themed hotels in China. The Delphi method was used with two expert panels, namely, travelers and tourism/hotel practitioners. Preliminary interviews revealed 98 normative expectations from Buddhism-themed hotels. Two sets of Delphi questionnaires were used to compare tourist expectations with practitioner perceptions. Findings – Results show a wide range of expectations of travelers staying in Buddhism-themed hotels. They also reveal how the expectations of the two groups aligned as well as differed. Research limitations/implications – This study extends the application of the service quality model to the context of religion-themed hotels. As this study adopted the Delphi technique through criterion sampling, future studies should use a larger random sample to verify the results of this study. Practical implications – The results help religion-themed hoteliers to understand their customer expectations better. Originality/value – Given the lack of studies on religion-themed hotels, especially on the gap between tourist expectations and service providers’ perceptions, this study is a timely contribution to improve the understanding on the needs and expectations of customers when visiting religion-themed hotels.

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