Service Provider Hesitation in Credence Services: The Importance of Customer Expectations?

Relative importance of country of service delivery, country of person and country of brand in hybrid service evaluation: a conjoint analysis approach

Journal of Product & Brand Management ◽

10.1108/jpbm-10-2017-1608 ◽

2018 ◽

Vol 27 (7) ◽

pp. 819-831

Author(s):

Daniel Tumpal Hamonangan Aruan ◽

Roberta Crouch ◽

Pascale Quester

Keyword(s):

Service Delivery ◽

Conjoint Analysis ◽

Service Evaluation ◽

Relative Importance ◽

Content Type ◽

Customer Expectations ◽

Service Type ◽

Credence Services ◽

Services Evaluation ◽

Using Data

Purpose This paper aims to examine the relative importance of country of brand (COB), country of service delivery (COSD) and country of person (COP) in consumer evaluation of hybrid services. Design/methodology/approach Using data (N = 1,071) from Australia, Indonesia and Singapore, a conjoint analysis experimental design explored empirically the importance of country of origin (COO) effects in three service contexts: search, experience and credence. Findings The analysis reveals that the relative importance of COP was the highest for credence services, while COB was the strongest for experience services. Practical implications For firms operating offshore, companies must understand that the COO construct is multi-dimensional for services, as it is for tangible products and not limited only to COB as traditionally thought. At least two other distinct dimensions – COSD and COP – can play significant roles as predictors of service quality expectations. Companies must consider the implications of service type, according to the search-experience-credence continuum to inform staffing decisions and managing customer expectations. Originality/value This research contributes to the literature by extending the understanding of country image effects in the context of hybrid service provisions, particularly in the view of customer expectations of services with multiple country-of-origins. Although there have been several studies examining the effects of COO on services evaluation, no empirical study has examined the effects of multiple COOs simultaneously from the perspective of location where the service is delivered (COSD) and individuals who deliver the service (COP), in addition to the effect of COB origin.

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Change in Consumer Decision based on Customer Satisfaction in Credence Services: Implication for Service Provider

Webology ◽

10.14704/web/v18si03/web18038 ◽

2021 ◽

Vol 18 (Special Issue 03) ◽

pp. 246-260

Author(s):

Pradeep Kumar ◽

Dr. Gaurav Bisaria

Keyword(s):

Service Provider ◽

Information Search ◽

Initial Treatment ◽

Consumer Satisfaction ◽

Design Methodology ◽

Persuasion Knowledge ◽

Consumer Decision ◽

Wide Range ◽

Credence Services ◽

Structured Questionnaire

Purpose: The aim of this research paper is to study the measure the consumer decision on consumer satisfaction in credence services, in terms of the extent of the service provided by service provider and the information sources used. Design/methodology/approach: A structured questionnaire is used to collect consumers information and a survey was undertaken with patient or relative of these patients (n =201) to examining their practices for a range of credence services. Findings: Results suggest that higher the consumer offerings increase the consumer satisfaction. However, the consumer persuasion knowledge & provider credibility together forming an offering of decision autonomy leads most important source of credibility. Research Limitation/implications: The result of this study is based on lucknow, Delhi & NCR area and other previous studies also have suggested other ways to major the satisfaction. It would be useful more strongly whether basic amenities & Initial treatment in hospitals have a significant role on satisfaction. Originality/Value: The study shows the ways that the information search around basic amenities & Initial treatment in hospitals of credence services have a wide range parameter to increase the service provider credibility. The study result is unique in this area of research and utilizes the importance of credence service for considering the service provider in next set of selections.

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Factors Affecting on Consumer Desire: Challenges of Mobile Phone Operators Bangladesh

International Journal of Business and Management ◽

10.5539/ijbm.v17n1p78 ◽

2021 ◽

Vol 17 (1) ◽

pp. 78

Author(s):

M M Ahmmed Ruel ◽

Chung Soo Jin

Keyword(s):

Mobile Phone ◽

Service Provider ◽

Market Competition ◽

Telecommunication Service ◽

Mobile Telecommunication ◽

Populated Area ◽

Telecommunication Sector ◽

Foreign Investors ◽

Factors Affecting ◽

Customer Expectations

Bangladesh, being a highly-populated area, begets a remunerative market for the telecommunication sector. Huge consumer probability attracts foreign investors provoking market competition higher entering new companies creating accrual in national GDP. To endure in the intensely competitive market, mobile telecommunication service provider companies are conscious about customer expectations and trying to compensate consumer demand offering quality services. This study elucidates the strategies of mobile phone companies to provide services to a satisfactory level, such as segmented marketing paves the way of focused marketing program which allows the companies to provide the expected services to the specific segment of consumers. This research also analyzes information collected about consumer expectations and unearths the factors affecting the volition of an operator and sketches some recommendations to the mobile phone operators.

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THE BEHAVIOURAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY: A STUDY OF THE INDIAN TELECOMMUNICATION INDUSTRY

Verslas teorija ir praktika ◽

10.3846/btp.2020.11480 ◽

2020 ◽

Vol 21 (1) ◽

pp. 360-372

Author(s):

Deepika Jhamb ◽

Amit Mittal ◽

Pankaj Sharma

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Customer Service ◽

Service Provider ◽

Service Providers ◽

Strong Relationship ◽

Perceived Service Quality ◽

Behavioural Intentions ◽

Customer Expectations

The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and customer perception. In this context, the aim of the present study is to identify the existing gap between customer expectations and perceptions and investigate the relationship between post-experience perception of service quality and customers’ behavioural intentions. The data was collected from 500 customers in Delhi NCR, India. Paired sample t-test and multiple correlation analysis were performed. The results of the study points out the key areas wherein the service gaps are considerably high such as reliability and responsiveness. The customer behavioural intentions, such as “Complain to customer service if a problem occurs”, “Switch to another service provider” and “Reducing the usage with a particular service provider”, have shown a strong relationship with quality of service. The findings of the study confirm that the perceptions of customers regarding the quality of service received definitely have an impact on their behaviour.

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Customer preference for decision authority in credence services

Managing Service Quality ◽

10.1108/msq-03-2013-0033 ◽

2014 ◽

Vol 24 (3) ◽

pp. 274-299 ◽

Cited By ~ 10

Author(s):

Anothai Ngamvichaikit ◽

Rian Beise-Zee

Keyword(s):

Customer Satisfaction ◽

Service Provider ◽

Service Providers ◽

Source Credibility ◽

Service Encounters ◽

Persuasion Knowledge ◽

Communication Behaviors ◽

Content Type ◽

Decision Authority ◽

Credence Services

Purpose – The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service provider credibility. Design/methodology/approach – A video-based experiment is conducted to achieve high similarity to real service encounters. The video comprises three levels of customer authority while service provider credibility is manipulated. In a subsequent questionnaire, customer response and customer persuasion knowledge are measured. Findings – Results suggest that greater decision authority increases customer satisfaction. However, customer persuasion knowledge and provider credibility together were found to moderate these effects. Offering decision autonomy is most important when source credibility is low and persuasion knowledge is high. Research limitations/implications – The study setting is an initial healthcare encounter. Other service settings and service provider communication behaviors, such as empathy, responding to customer queries, and length of encounter are not considered in this study but should be further studied. Practical implications – The study confirms that offering decision authority to customers increases satisfaction only under certain circumstances. Customers are willing to relinquish authority to credible service providers who then direct customer decisions in order to maintain service quality. Offering decision autonomy to customers is suggested when provider credibility is low and customer persuasion knowledge is high. Originality/value – Analysis of credence service encounters is based on agency theory. Specifically, this study highlights the role of customer (principal) persuasion knowledge, which acts as a qualifier for the principal-agent problem because it alerts the customer to possible persuasion attempts by the service provider, whereas agent credibility eases customer suspicion.

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Employing Latino Value Orientations to Facilitate Success in Stuttering Treatment

Perspectives on Fluency and Fluency Disorders ◽

10.1044/ffd18.3.111 ◽

2008 ◽

Vol 18 (3) ◽

pp. 111-118

Author(s):

Lourdes Ramos-Heinrichs ◽

Lynn Hansberry Mayo ◽

Sandra Garzon

Keyword(s):

Foreign Language ◽

Therapeutic Relationship ◽

Service Provider ◽

Speech Therapy ◽

Cross Cultural ◽

Value Orientations ◽

Collaborative Partnership ◽

The Family ◽

Therapy Services ◽

Cultural Connections

Abstract Providing adequate speech therapy services to Latinos who stutter can present challenges that are not obvious to the practicing clinician. This article addresses cultural, religious, and foreign language concerns to the therapeutic relationship between the Latino client and the clinician. Suggestions are made for building cross-cultural connections with clients and incorporating the family into a collaborative partnership with the service provider.

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