The impact of demographic similarity on customers in a service setting

2022 ◽  
Vol 139 ◽  
pp. 145-160
Author(s):  
Erin Cavusgil ◽  
Serdar Yayla ◽  
Omer Cem Kutlubay ◽  
Sengun Yeniyurt
Keyword(s):  
Service Setting ◽  
Demographic Similarity ◽  
The Impact

Employee emotional displays in the extended service encounter

2019 ◽  
Vol 31 (1) ◽  
pp. 115-136 ◽  
Author(s):  
Magnus Soderlund ◽  
Hanna Berg
Keyword(s):  
Marketing Communications ◽  
Emotional Expressions ◽  
Service Firms ◽  
Still Images ◽  
Content Type ◽  
Emotional Displays ◽  
Service Setting ◽  
Low Levels ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the impact of happiness expressed by service firm employees when they are depicted in marketing communications materials, such as printed ads and videos. Design/methodology/approach Two experiments were conducted in a fitness service setting, in which employee display of happiness was manipulated (low vs high). Findings Both experiments showed that expressions of high levels of happiness produced a more positive attitude toward the service employee than expressions of low levels of happiness. Moreover, the impact of the expression of happiness on the evaluation of the employee was mediated by several variables, which suggests that the influence of depicted employees’ emotional expressions can take several routes. Practical implications The results imply that service firms should not only be mindful about which specific employee they select for appearing in marketing communications materials, they should also pay attention to the emotional displays of selected employees. Originality/value The present study contributes to previous research by assessing a set of potential mediators to explain why displays of happiness influence consumers, and by examining these effects in a marketing communications setting in which the customer is exposed to still images or video-based representations of the employee. The present study also focuses explicitly on happiness rather than on smiles.

The Impact of Structured Laboratory Routines in Computerized Medical Records in a Primary Care Service Setting

2005 ◽  
Vol 29 (6) ◽  
pp. 619-626 ◽  
Author(s):  
Daniel A. Vardy ◽  
Tzachit Simon ◽  
Yehuda Limoni ◽  
Oded Kuperman ◽  
Ira Rabzon ◽  
...  
Keyword(s):  
Primary Care ◽  
Medical Records ◽  
Care Service ◽  
Primary Care Service ◽  
Service Setting ◽  
Computerized Medical Records ◽  
The Impact

Examining positive and negative value-in-use in a complex service setting

2018 ◽  
Vol 52 (5/6) ◽  
pp. 1084-1106 ◽  
Author(s):  
Jillian C. Sweeney ◽  
Carolin Plewa ◽  
Ralf Zurbruegg
Keyword(s):  
Customer Participation ◽  
Professional Service ◽  
Measurement Scale ◽  
Content Type ◽  
Service Setting ◽  
Client Factors ◽  
Extended Analysis ◽  
Advance Research ◽  
Study Context ◽  
The Impact

Purpose This paper aims to advance research and practice on value, and more specifically value-in-use, by enhancing knowledge of not only positive but also negative value-in-use facets in a complex relational context, developing a psychometrically sound measure of these facets and evaluating their effect on various outcome measures across different customer segments. Design/methodology/approach A three-stage study was undertaken in the professional service context of financial planning. Following a qualitative stage identifying positive and negative facets of value-in-use, a measurement scale was developed and tested, and extended analysis was undertaken through two quantitative stages. Findings The findings provide converging evidence that clients in the study context realise value-in-use, defined in this study at a benefit rather than outcome level, through nine core facets, four positive (expertise, education, motivation, convenience) and five negative (monetary, time and effort, lifestyle, emotional [financial planner], emotional [situation]). While all nine facets impact on at least one of the investigated outcomes, results show that, overall, positive value-in-use facets outweigh the negative ones, with the impact of facets varying depending on client factors (such as customer participation and time to retirement). Originality/value The primary contributions of this paper lie in the conceptualisation and measurement of both positive and negative value-in-use facets and their interplay in generating customer outcomes, as well as in the development of a psychometrically sound measure of this construct. Negative value-in-use facets have not been explored to date, despite consumers being sometimes more concerned with risks than gains. Furthermore, the research offers novel insight into the impact of both positive and negative value-in-use on relevant outcomes, while also offering evidence as to the importance of segmentation dimensions in this context.

scholarly journals The Impact Of Perceived Value On Spa Loyalty And Its Moderating Effect Of Destination Equity

2011 ◽  
Vol 7 (12) ◽  
Author(s):  
Jirawat Anuwichanont ◽  
Panisa Mechinda
Keyword(s):  
Emotional Response ◽  
Empirical Studies ◽  
Perceived Value ◽  
Moderating Effect ◽  
Five Dimensions ◽  
Service Setting ◽  
Specific Direction ◽  
Service Loyalty ◽  
The Impact ◽  
The Relationship

<p class="MsoNormal" style="text-align: justify; line-height: normal; margin: 0in 0.5in 0pt; mso-pagination: none;"><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;; color: black; font-size: 10pt;">Numerous empirical studies have extensively investigated perceived value as a unidimensional measure in the product and service setting. However, research scholars argued that this unidimensional conceptualization lacks validity and assumes that consumers have a shared meaning of value. Moreover, this unidimensional measure fails to give marketing practitioners specific direction on how to improve value. Thus, the multi-dimensional conceptualization of perceived value including five dimensions (quality, emotional response, monetary price, behavioral price and reputation) was employed to investigate service loyalty in the spa industry. This study aims to examine the relative effects of perceived value dimensions on satisfaction and trust and the impact of satisfaction and trust on loyalty. The moderating effects of destination equity are also taken into account. The empirical results support the significant impact of quality, emotional response, monetary price, reputation on satisfaction and trust as hypothesized. In contrast, no support was found on the link between monetary price and trust and between behavioral price and satisfaction and trust.<span style="mso-spacerun: yes;">&nbsp; </span>Consistent with previous studies, the impact of satisfaction and trust on loyalty constructs were significantly supported. The moderating effect of destination equity on the relationship between satisfaction and loyalty was significantly apparent. In contrast, no support for the moderating effect of destination equity on the influence of trust on loyalty was found. Implications of the results are discussed.</span></p>

The Relevance of Positive Word-of-Mouth Effects on the Customer Lifetime Value - A Replication and Extension in the Context of Start-ups

2019 ◽  
Vol 3 (3) ◽  
pp. 148-160 ◽  
Author(s):  
Manuel Grossmann ◽  
Christian Brock ◽  
Marco Hubert ◽  
Thomas Reimer
Keyword(s):  
Word Of Mouth ◽  
Customer Lifetime Value ◽  
Positive Word ◽  
Customer Lifetime ◽  
Service Setting ◽  
Start Up ◽  
Lifetime Value ◽  
Positive Word Of Mouth ◽  
Start Ups ◽  
The Impact

This paper investigates the importance of positive word-of-mouth (WOM) effects on estimating the customer lifetime value (CLV) in start-up businesses. In line with prior research, we assume that, especially in young companies such as start-ups, managers and investors neglect the impact of WOM and therefore underestimate the CLV. To examine this assumption, self-collected WOM data is integrated into calculation of the CLV of a one-yearold online grocery retailer start-up. The CLV of 632 customers is combined with a survey about positive WOM activities. The study shows the high relevance of WOM for start-ups in a noncontractual as well as service setting, thereby calling for integration of WOM into calculation of the CLV.

The role of polychronicity and intrinsic motivation as personality traits on frontline employees’ job outcomes

2016 ◽  
Vol 8 (2) ◽  
pp. 177-196 ◽  
Author(s):  
Mustafa Daskin ◽  
Ozlem Altunoz Surucu
Keyword(s):  
Intrinsic Motivation ◽  
Family Conflict ◽  
Management Practices ◽  
Integrative Model ◽  
Frontline Employees ◽  
Work Family Conflict ◽  
Content Type ◽  
Service Setting ◽  
Work Family ◽  
The Impact

Purpose – The purpose of this paper is to investigate the impact of polychronicity and intrinsic motivation on frontline employees (FLEs)’ work-family conflict, and service recovery performance (SRP) in a service setting. Design/methodology/approach – In this survey, a total number of 312 usable questionnaires were personally retrieved from FLEs in the research location. The hypothesized relationships were tested using hierarchical regression analysis. This paper presented an integrative model to test the aforementioned effects and relationships. Findings – Polychronicity and intrinsic motivation had negative impact on work-family conflict and positive impact on SRP. Significantly, while gender was found to be positively related to work-family conflict, on the other hand, job tenure was found to be negatively related to work-family conflict. Practical implications – This paper provides implications for managers in terms of minimizing the negative effects of work-family conflict and maximizing the FLEs’ SRP. Also, this study provides useful guidelines to implement effective management practices and improve organizational outcomes within the service setting of Peninsular Malaysia. Originality/value – Theoretically, the current study by examining the untried effects and relationships such as the effect of intrinsic motivation on work-family conflict, the effect of polychronicity on FLEs’ work-family conflict and SRP lends further contribution to the related literature.

The positioning and bimodal mediation of the interpreter in a Video Relay Interpreting (VRI) service setting

Interpreting ◽  
2016 ◽  
Vol 18 (2) ◽  
pp. 198-230 ◽  
Author(s):  
Camilla Warnicke ◽  
Charlotta Plejert
Keyword(s):  
Situational Awareness ◽  
Prior Experience ◽  
Physical Separation ◽  
Research Perspective ◽  
Perceived Need ◽  
Service Setting ◽  
New Research ◽  
Impact Of Technology ◽  
The Impact ◽  
Video Relay

This study explores the interpreter’s positioning in a Video Relay Interpreting (VRI) service that offers bimodal mediation between people using Swedish Sign Language (SSL) and people using spoken Swedish. Positioning subsumes the ways in which interpreters orient themselves to the contingencies of the setting on a moment-by-moment basis, in relation to the impact of technology, participants’ knowledge asymmetries (e.g., prior experience of VRI), their physical separation, and the need for two arenas (visual and auditive). The interpreting is bimodal, each of the two users being in direct contact with the interpreter through a different medium (telephone for one, videophone for the other). Nine excerpts from two calls within the VRI service serve as examples to show how the interpreter’s positioning emerges dynamically in relation to contingent variables of the setting, such as the initial importance of briefing users on the service, temporary loss of sound and image, the perceived need to inform either user of extralinguistic items, or situational awareness that it is time to conclude the interaction. This new research perspective on VRI can afford a better understanding of its moment-by-moment complexity and specificities, thus helping improve it and train interpreters better for it.

The impact of customer‐to‐customer interactions in a high personal contact service setting

2005 ◽  
Vol 19 (7) ◽  
pp. 482-491 ◽  
Author(s):  
Robert Moore ◽  
Melissa L. Moore ◽  
Michael Capella
Keyword(s):  
Personal Contact ◽  
Service Setting ◽  
The Impact

Building the evidence for integrated care for type 2 diabetes: a pilot study

2016 ◽  
Vol 22 (5) ◽  
pp. 409 ◽  
Author(s):  
Jessica L. Browne ◽  
Jane Speight ◽  
Carina Martin ◽  
Christopher Gilfillan
Keyword(s):  
Type 2 Diabetes ◽  
Integrated Care ◽  
Diabetes Care ◽  
Controlled Trial ◽  
Care Model ◽  
Service Setting ◽  
Quality Of Diabetes Care ◽  
The Impact

Integrated care models have the potential to reduce fragmentation in the health system and improve outcomes for people with type 2 diabetes. A pilot evaluation of an integrated care model for people with type 2 diabetes in Melbourne, Australia, is reported on. Two studies were conducted: (1) a 6-month pilot randomised controlled trial (n=56) evaluating the impact of the integrated care model relative to hospital outpatient clinics; and (2) a cross-sectional study (n=92) of patients attending the two services. The primary outcome was diabetes-specific distress; secondary outcomes were perceived quality of diabetes care, diabetes-specific self-efficacy and glycated haemoglobin (HbA1c). There was no effect of service setting on diabetes-specific distress. Participants from the integrated care setting perceived the quality of diabetes care to be higher than did participants from the hospital clinics. Significant HbA1c improvements were observed over time, but with no effect of service setting. The model holds promise for people with type 2 diabetes who need more specialist/multidisciplinary care than can be provided in primary care. Patients’ evaluations of the quality of diabetes care received at the integrated care service are very positive, which is likely to be one of the key strengths of the integrated model.

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