The role of servicescape and social interaction toward customer service experience in coffee stores. The case of Vietnam

2020 ◽  
Vol 14 (4) ◽  
pp. 619-637 ◽  
Author(s):  
Quynh Xuan Tran ◽  
My Van Dang ◽  
Nadine Tournois
Keyword(s):  
Social Interaction ◽  
Customer Satisfaction ◽  
Social Interactions ◽  
Customer Service ◽  
Service Experience ◽  
Content Type ◽  
Interaction Quality ◽  
Research Findings ◽  
Customer Satisfaction And Loyalty

Purpose This study aims to investigate the effects of servicescape on customer satisfaction and loyalty – centered on social interaction and service experience in the café setting. Design/methodology/approach Data for this study were collected from approximately 1,800 customers at 185 coffee stores located in the three largest cities in Vietnam through the self-administered questionnaires. Findings The research findings pointed out the significant impacts of café servicescape on social interaction quality, including customer-to-employee interaction (CEI) and customer-to-customer interaction (CCI). Social interactions and servicescape were shown to remarkably influence customer experience quality, customer satisfaction and loyalty. Moreover, the study confirmed the interrelation between service experience, satisfaction and loyalty in the café setting. Practical implications This study provides marketers and service managers a deeper understanding of improving customer satisfaction and loyalty through the control of servicescape attributes and social interactions in café contexts. Originality/value This research explores the significant impacts of café servicescape on social interaction quality (CEI and CCI). Additionally, it provides insights within the role of social interactions to customer’s affective and behavioral responses in service settings, especially the CCI quality.

The power of information on customers’ social withdrawal and citizenship behavior in a crowded service environment

2019 ◽  
Vol 30 (1) ◽  
pp. 23-47 ◽  
Author(s):  
Shuqin Wei ◽  
Tyson Ang ◽  
Nwamaka A. Anaza
Keyword(s):  
Social Interactions ◽  
Customer Service ◽  
Social Withdrawal ◽  
Citizenship Behavior ◽  
Negative Consequences ◽  
Service Experience ◽  
Content Type ◽  
Service Employees ◽  
Service Environment ◽  
Extended Service

PurposeCrowding in service environments is a constant concern for many firms due to the negative consequences it has on consumers and companies alike. Yet, scant empirical research exists on firm-generated initiatives aimed at improving customer service experiences in crowded situations. The purpose of this paper is to investigate how information, a managerially actionable variable, influences social interactions (in the form of customer social withdrawal and citizenship behavior) and service experience.Design/methodology/approachTwo experimental studies were conducted using an extended service context.FindingsThis research demonstrates that receiving information about crowds in advance results in heightened social withdrawal, which improves customer service experience. However, providing consumers with a platform to share crowding information increases customers’ citizenship behavior toward service employees and other customers, which, in turn, improves customer service experience.Practical implicationsFor extended service encounters (e.g. air travel) where social interactions are inevitable, companies should encourage customers to share their real-time experiences with other customers in hopes of creating more positive social interactions (e.g. citizenship behavior) within the crowded environment.Originality/valueExisting investigations of crowding stem from an overemphasis on the physical and atmospheric aspects of the environment by treating crowds as a “fixture” in the servicescape, rather than as “active participants” involved in the crowding environment. While the mere presence of crowds alone has negative effects, this research takes it a step further by examining interactions among and between customers and service employees within the crowded service environment.

The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction

2020 ◽  
Vol 32 (3) ◽  
pp. 543-558 ◽  
Author(s):  
Neale J. Slack ◽  
Gurmeet Singh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Policy Makers ◽  
Content Type ◽  
Mediating Role ◽  
Corporate Resources ◽  
Customer Satisfaction And Loyalty

PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.

scholarly journals Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rafikul Islam ◽  
Selim Ahmed ◽  
Mahbubar Rahman ◽  
Ahmed Al Asheq
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Banking Services ◽  
Content Type ◽  
Research Findings ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Private Banking ◽  
Customer Satisfaction And Loyalty

PurposeThe main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates the relationship between customer satisfaction and loyalty and effect of demographic variables on customer satisfaction.Design/methodology/approachThe researchers distributed 320 self-administered survey questionnaires among private banks' customers in Bangladesh and obtained 200 useable responses with a 62.5% valid response rate. The research data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM) approaches. Analysis of variance and logistic regression have also been used to obtain the supplementary findings.FindingsThe research findings indicate that visibility, responsiveness and employee commitment have positive and significant effect on customer satisfaction, whereas reliability and access to service are found to have insignificant influence on customer satisfaction of private banking services. The findings of this study also revealed that customer satisfaction has positive and significant relationship with customer loyalty. But except respondents' occupation type, all other demographic variables have no statistically significant relation with customer satisfaction.Research limitations/implicationsThe research focused solely on the private banking sector of Bangladesh, and thus the results may not be applicable to other service sectors.Originality/valueThis study conducted on customers' perception of private banking services is based on extended service quality dimensions and its relationship with customer satisfaction towards loyalty. The present research findings are anticipated to offer the guidelines for improving the customer satisfaction and loyalty of private banking services in Bangladesh as well as other countries.

Impact of service attributes on customer satisfaction and loyalty in a healthcare context

2015 ◽  
Vol 28 (2) ◽  
pp. 149-166 ◽  
Author(s):  
Subash Lonial ◽  
P.S. Raju
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Care Setting ◽  
Customer Relationship ◽  
Strong Impact ◽  
Content Type ◽  
Customer Satisfaction And Loyalty ◽  
Service Attribute

Purpose – The purpose of this paper is to examine the role of perceived service attributes in the development of overall customer satisfaction (OCS) and customer loyalty (CL) in a health-care setting. This paper also sheds light on the role of hospitalist physicians (HPs) and offers suggestions to improve patient satisfaction and loyalty. Design/methodology/approach – A telephone survey was used to collect data from recently hospitalized patients with respect to their HP. Structural equations modeling (SEM) was used to confirm the overall relationships between perceived service quality (PSQ), OCS and CL. The sample was then divided into customer relationship groups (CRGs) based on satisfaction and loyalty measures. Discriminant analysis was used to determine which attributes differentiated most between high and low satisfaction and loyalty groups. Findings – Overall relationships among PSQ, OCS and CL were in conformity with the conceptual model. Findings also revealed that service attributes played an important role in distinguishing between high and low satisfaction and loyalty groups, although some attributes were more important than others and different attributes emerged as being key influencers for satisfaction and loyalty. Research limitations/implications – The conceptual model used is a fairly straight forward model, and we have not considered the impact of individual factors such as expectations and value perceptions or involvement levels and demographic characteristics on service quality and overall satisfaction. The data for this study were provided by a major health maintenance organization (HMO), and there is room for improvement in the manner in which certain constructs were measured. For example, OCS, recommendation and retention all used single item measures, and it might have been preferable to use multiple item measures for these constructs. Practical implications – The study shows that organizations can benefit by identifying and focusing on critical attributes as part of their customer relationship management program. Social implications – The SEM results provide strong support for the overall model linking service quality, OCS and CL in a health-care setting. As one would expect, PSQ has a strong impact on OCS, which, in turn, has a fairly strong impact on CL. However, there is also a significant direct linkage between PSQ and CL. This linkage shows that at least a certain portion of CL could evolve independent of the satisfaction level with the HP. This shows that, in addition to trying to improve satisfaction, organizations should also explore influencing loyalty directly, perhaps by the strategic use of service attribute perceptions. Originality/value – The study shows that customer perceptions at the service attribute level can often be the key to the generation and management of customer satisfaction and loyalty. It also has significance for how satisfaction and loyalty with HPs can be improved in a hospital setting.

scholarly journals THE IMPACT OF SERVICE QUALITY ON BANKING CUSTOMER LOYALTY: THE ROLE OF SATISFACTION AND SWITCHING COSTS AS MEDIATOR

2019 ◽  
Vol 7 (1) ◽  
pp. 1-8
Author(s):  
Sefnedi Sefnedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Research Population ◽  
Research Findings ◽  
The Impact ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The notion of customer loyalty as an efective marketing strategy in fecing keen competition has been identified. The purpose of this study is to examine the role of customer satisfaction and switching costs as mediator on the relationship between service quality and customer loyalty. The research population is all banking deposit customers of Nagari Bank Main Branch Padang while the numbers of usable samples were 117 respondents. In order to test hypotheses, this study performs SmartPLS 3.2.8. The results of analysis displayed that the strongest effect of service was found on switching costs compared to customer satisfaction and loyalty. In addition, customer satifcation and switching costs were proven as determinants of customer loyalty, and they also were found as mediator on the relationship between service quality and customer loyalty.The research findings provided some practical contributions that in order to enhancing customer loyalty future, it was suggested to increase customer satisfaction as well switching costs through creating the best service quality. Keywords: Service quality, Customer satisfaction, Switcing costs, and Customer loyalty

Assessing customer satisfaction and loyalty in the retail sector

2017 ◽  
Vol 34 (9) ◽  
pp. 1508-1529 ◽  
Author(s):  
Ana Rita Biscaia ◽  
Maria J. Rosa ◽  
Patrícia Moura e Sá ◽  
Cláudia S. Sarrico
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Retail Store ◽  
Model Parameters ◽  
Retail Sector ◽  
Content Type ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

Purpose The effects of customer satisfaction on loyalty have been widely discussed by the academic community. Although the results of the studies reported in the literature are often contradictory, the existence of a relationship between satisfaction and loyalty is acknowledged, despite the influence of moderators and constraints of various kinds. The purpose of this paper is to discuss this relationship in the specific context of the retail sector, since this sector presents major challenges in terms of competition, and efforts placed on customer satisfaction and loyalty are more evident. Design/methodology/approach A survey based on the European Customer Satisfaction Index (ECSI) model was applied to a retail store in Portugal. This model has its roots in Switzerland, where in 1989, Claes Fornell developed a new complementary method for measuring the overall quality of companies’ output, through the calculation of an aggregated customer satisfaction index. The proposed model is based on a set of causal relationships established between a set of constructs. The ultimate goal is to calculate both satisfaction and loyalty indexes as well as to estimate the relationship between both constructs. Structural equation modelling, based on a partial least squares (PLS) estimation methodology, is the statistical technique used to estimate the model parameters, as well as to compare the aggregated indexes. PLS is based on the principles of linear regression and combines multiple regression aspects with factor analysis, in order to estimate a series of interrelated relationships. Findings The results confirm a positive influence of satisfaction on customers’ loyalty to the retail store. The study also shows the importance of the image construct, due to its strong direct effects on satisfaction, which makes it essential for influencing the loyalty index, both directly and indirectly. The impact of the image construct is also evident on the expectations, as the latter has shown a considerable direct effect on perceived quality. Research limitations/implications The study is based on a single case study of a Portuguese sports retail store. In future it would be interesting to study a representative sample of the whole retail sector. Practical implications The study is useful for the specific retail store where it was undertaken to help it devise better customer service, in order to increase satisfaction and loyalty. It is also useful for the entire network of stores for that retailer and other retail chains. Social implications The systematic application of customer surveys to whole sectors of the economy would improve competition, customer service and, ultimately, contribute to development and economic growth. Originality/value The ECSI has been applied to various industry sectors in different countries, including Portugal. It has never been used in the context of the Portuguese retail sector and it adds to the discussion on the relationship between satisfaction and loyalty, which is a pertinent topic of interest for researchers in quality management.

Shopping centre customer service: creating customer satisfaction and loyalty

2014 ◽  
Vol 32 (4) ◽  
pp. 528-548 ◽  
Author(s):  
Emel Kursunluoglu
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Customer Service ◽  
The Other ◽  
Research Model ◽  
Content Type ◽  
Shopping Centre ◽  
Shopping Centres ◽  
Customer Services ◽  
Customer Satisfaction And Loyalty

Purpose – The purpose of this paper is to analyse customer service effects in creating satisfaction and loyalty. The other antecedents of satisfaction and loyalty such as perceived value and service quality were not analysed in this research. Design/methodology/approach – Exploratory factor analysis was used to classify customer service items. Confirmatory factor analysis was not applied because of there was not any significant theory based on the classification of shopping centre customer service (SCCS). The research model was developed to show the relationships and the effects of customer service which were tested through multiple regression analyses. Findings – As a result of findings, customer service variables were classified into eight factors. Only four of them had effects on satisfaction and loyalty. The findings indicated that customer services had effects on customer satisfaction and loyalty. It was shown that “customer services about atmosphere (CSA)” affected both satisfaction and loyalty whereas “incentive customer services (ICS)”, “customer services in encounter stage (CSE)”, and “customer services about payment (CSP)” affected only loyalty. Research limitations/implications – The research model was about only shopping centres’ customer services; it could not reflect the customer services offered by the other retail formats since the survey was conducted in the limited area and with small sample. The research did not reflect the complete retailing landscape since the survey was applied to only brick and mortar shopping centre customers. The research model was developed according to the customer services offered by Turkish shopping centres and customers’ perceptions about satisfaction and loyalty were measured. The findings can be applicable each shopping centre that offers such customer services and has nearly the same concept. It is agreed that since this research has been conducted in Izmir it reflects the Turkish consumers’ cultural intentions. Practical implications – Although the impact degrees are at low level, customer service is an important tool for creating customer satisfaction and loyalty. According to the SCCS model in this research; it is strongly recommended that CSA, ICS, CSE, and CSP should be improved by shopping centres in order to gain customer satisfaction and loyalty. The last result of the research was surprising because it was expected that all customer service factors in the SCCS model would affect satisfaction and loyalty significantly. Although there were not any direct effects of basic customer services, facilitative customer services, customer services about children, informative customer services on satisfaction and loyalty, shopping centre management should not ignore these types of services since they are really important in the literature. Since the retailer type is important when developing customer service, each retailer should define its own customer service level according to its retail mix strategy. Originality/value – The research is the first paper that surveyed customer service effects in creating satisfaction and loyalty in Turkey through a conceptual model. The study has suggested a new model called SCCS model which classified customer service into eight factors and showed the relationships among customer service, customer satisfaction, and customer loyalty. The paper has developed the importance of customer service in the Turkish shopping centres.

scholarly journals The Role of “Scale” on the Acceleration of Social Interaction in Urban Spaces

2021 ◽  
Vol 6 (1) ◽  
pp. 59-68
Author(s):  
Kaveh Hajialiakbari ◽  
Mohammad Zare ◽  
Mitra Karimi
Keyword(s):  
Social Interaction ◽  
Social Interactions ◽  
Urban Spaces ◽  
Neighborhood Development ◽  
Research Findings ◽  
Development Plans ◽  
Urban Project

Rehabilitation projects are interventions that can lead to the transformation of the socio-spatial structure of obsolescent neighborhoods. The main intention of such projects is the creation and/or improvement of social interactions after physical and functional interventions. Urban Renewal Organization of Tehran (UROT) is tasked with identification of target obsolescent neighborhoods, preparation of neighborhood development plans and implementation of rehabilitation projects to improve the quality of space and stimulate social interactions. In this paper, three urban spaces in different scales (“micro” for neighborhoods, “meso” for local and “macro” for trans-local scales), designed and implemented by UROT, were selected as a case study. By designing and filling a questionnaire and after analyzing research findings, the effect of the scale of the urban project on different activities was evaluated based on the Gehl model. Overall, in the expanded model based on the scale of space, an inverse ratio between the scale of space and both optional selective and social activities has been revealed.

scholarly journals Influence of emotions displayed by employees during service recovery

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
María Sicilia ◽  
M. Carmen Caro-Jiménez ◽  
Estela Fernández-Sabiote
Keyword(s):  
Customer Service ◽  
Service Failure ◽  
Negative Emotions ◽  
Service Recovery ◽  
Frontline Employees ◽  
Consumer Experience ◽  
Service Experience ◽  
Content Type

Purpose While research evidences how customers’ emotions can influence their consumer experience, understanding of how employees’ displayed emotions affect the customer service experience is more limited. Drawing on affect transfer theory, the authors test for the mediating role of attitude towards the employee, which is proposed to mediate the effect of employees’ displayed emotion on customers’ satisfaction with recovery. As service recovery entails a critical service experience in which emotions can easily rise, this paper aims to highlight the pivotal role of employee-displayed emotions during service recovery. Methodology A scenario-based experiment in the context of an airline service failure recovery (3 × 2 between-subjects design) manipulates frontline employees’ emotions (anger vs happiness vs no specific emotion) and the quality of the solution (bad vs good). Findings Employees’ displayed emotions directly affect attitude towards the employee and indirectly affect service recovery satisfaction. Moreover, attitude towards the employee is affected more by the employee’s displayed emotion when the solution offered is bad compared to good. Practical implications Employees’ emotions displayed during service recovery can enhance or damage service recovery strategies. Employees should control for negative emotions in the case of service failure, especially when unable to provide a good solution. Originality Emotions displayed by employees can influence the customer’s service recovery evaluations. There is an interesting interaction between the quality of the solution and employees’ displayed emotions. Additionally, the mantra of “service with a smile” may not be valid in the case of service recovery: rather, employees should avoid displaying negative emotions.

scholarly journals Fungsi Mediasi Kepercayaan pada Pengaruh Kepuasan terhadap Loyalitas Pelanggan

2021 ◽  
Vol 9 (1) ◽  
pp. 102
Author(s):  
Wahyudi Yudi ◽  
Nurmiati Nurmiati ◽  
Miftha Farild ◽  
Fauziah Bakhtiar
Keyword(s):  
Customer Satisfaction ◽  
Empirical Research ◽  
Customer Loyalty ◽  
Banking Industry ◽  
Mediation Effect ◽  
Good Service ◽  
Mediating Role ◽  
Research Findings ◽  
Customer Satisfaction And Loyalty

The purpose of this study is to verify the mediating role of trust on the linkage of customer satisfaction toward customer loyalty. The data for this study were collected through a survey of 216 bank customers in Makassar, and the responses were analyzed to assess the linkage of customer satisfaction toward customer loyalty with trust as mediating variable. The research findings indicate that in the banking industry, customer satisfaction and trust positively effect on customer loyalty. In addition, trust has not mediation effect between customer satisfaction and loyalty. This means that to increase customer loyalty, the banking industry must provide good service to customers, and pay strong attention to customer satisfaction and trust as well. Finally, this study makes an important contribution to the existing literature by conducting empirical research on the linkage among customer satisfaction, trust and customer loyalty.

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