Role of Service Experience on Vivid Memory and Loyalty

In this article it is examined the whistleblowing practice in civil service across Europe. The analysis lets to arrive at a conclusion that the whistleblowing mechanism unevenly functions in different parts of Europe: it is more widespread in East and South. It is indicated the following reasons for that: differences in institutional systems of society, models of civil service («continental» and anglosaxon) and sociocultural distinctions. Based on the Hofstede dimensions of national culture it is noted that cultural characteristics correlate with presence/absence of whistleblowing law and practice and effectiveness of this mechanism as a whole. Focusing on the role of whistleblowing in control of deviations of civil servants' behavior, it is supposed that the whistleblowing needs to be implemented in the Russian civil service. Obstacles to the whistleblowing design and implementation were also shown and some recommendations were given, taking into account sociocultural characteristics of the Russian society.

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THE IMPLICATION OF SERVICESCAPE, EMOTION AND TRUST TO A POSITIVE CUSTOMER SERVICE EXPERIENCE:WELLNESS SPA CONTEXT IN THE U.S.A.

International Journal of Service Management and Sustainability ◽

10.24191/ijsms.v1i1.6025 ◽

2019 ◽

Vol 1 (1) ◽

pp. 1

Author(s):

Hyeyoon Choi

Keyword(s):

United States ◽

Customer Service ◽

Positive Relationship ◽

Interaction Effects ◽

Valuable Insight ◽

Service Experience ◽

Emotional Evaluation ◽

Main Effects ◽

Present Understanding

This article examined the antecedents of a positive wellness service experience by identifying factors leading to customers’ positive wellness service experience. This study proposes that servicescape has a positive relationship with the service experience, and that servicescape may strengthen the effects of emotion and trust. The research hypotheses were tested with data collected directly from customers of a spa located in the Midwestern United States. A multiple regression analysis was conducted to estimate how emotion, trust, and servicescape affect customers’ evaluations of spa experiences. An estimation was carried out on the interaction effects between servicescape, emotion and trust. The results indicate that the main effects of servicescape, emotion and trust, were significant, while the interaction effects did not prove to be significant. Trust has the biggest effect on customers’ wellness experience followed by emotion and servicescape. Prior research has not simultaneously addressed the role of servicescape, emotion and trust and their subsequent influence on customers’ emotional evaluation of service experience. This study therefore provides valuable insight to extend present understanding of the simultaneous role of these factors as effective predictors of the evaluation of service experience.

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Service experience in hospitality firms from a network perspective

Hospitality & Society ◽

10.1386/hosp_00007_1 ◽

2019 ◽

Vol 9 (3) ◽

pp. 375-395

Author(s):

Thais González-Torres ◽

Eva Pelechano-Barahona ◽

Fernando Enrique García-Muiña

Keyword(s):

Significant Contribution ◽

Success Factor ◽

Service Experience ◽

Subjective Perceptions ◽

Multiple Partners ◽

Complete Set ◽

Hospitality Firms ◽

Strategic Success ◽

Managerial Perspective

The aim of this conceptual article is to provide a better understanding of hospitality by designing a theoretical model capable of capturing the complexity of an assembled service provided by multiple agents, with a strong experiential component. The network approach allows us to expand the traditional marketing approach to study the service experience – based on the customer’s subjective perceptions – towards a strategic and managerial perspective by incorporating the necessity to collaborate with multiple partners. The study has been conducted as a systematic literature review. Thus, the main theoretical contributions are aimed at emphasizing the role of the service experience not simply as a key motivator of consumption, but also as a strategic success factor for hospitality firms. Another significant contribution is the consideration of the complete set of alliances of the hospitality firm, given its role as resource integrator.

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