scholarly journals Impact of value-adding services on quality, loyalty and brand equity in the brewing industry

2018 ◽  
Vol 10 (1) ◽  
pp. 61-71 ◽  
Author(s):  
Jari Juga ◽  
Jouni Juntunen ◽  
Mikko Paananen
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Quantitative Research ◽  
Brewing Industry ◽  
Data Set ◽  
Content Type ◽  
Perceived Service Quality ◽  
Equity Value ◽  
The Impact ◽  
Operational Dimension

Purpose The purpose of this paper is to investigate the impact of logistics value-adding services and perceived service quality on brand equity among B2B customers of a brewery company. Design/methodology/approach A theoretical model is developed and tested using survey data from 173 hotel, restaurant and catering (HoReCa) industry customers of a brewery company in Finland. Findings Value-adding services play an important role in building the brewery company’s brand equity through perceived service quality. Besides a direct impact on overall service quality, an indirect impact is detected through the operational dimension of service quality in logistics. Research limitations/implications A broader data set would be needed to generalize the findings also beyond the brewery business and the HoReCa industry customers in Finland. Practical implications To increase brand equity, value-adding services like logistics can play an important role for B2B customers. This study is important for practitioners and academics, as there has been little quantitative research available regarding value-adding services in the context of service quality and brand equity research. Originality/value This paper combines logistics as value-adding service to customers’ willingness to pay extra profits to cooperate with service producer.

The impact of perceived service quality dimensions on customer satisfaction

2017 ◽  
Vol 35 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Content Type ◽  
Perceived Service Quality ◽  
Public Sector Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India. Design/methodology/approach On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique. Findings The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks. Research limitations/implications The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks. Originality/value There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

Inspiring winery experiences to benefit destination branding? Insights from wine tourists at Yantai, China

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kyuho Lee ◽  
Stella Kladou ◽  
Ahmet Usakli ◽  
Yunxia Shi
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Structural Equation ◽  
Equation Modeling ◽  
Convenience Sample ◽  
Content Type ◽  
Wine Tourism ◽  
Chinese Wine ◽  
Destination Brand ◽  
The Impact

PurposeThe purpose of this study is to explore the impact of service quality on the formation of destination brand equity through customer satisfaction at a winery, from the perspective of Chinese wine tourists.Design/methodology/approachThis study utilized a survey research design. A convenience sample of 311 visitors to a major winery located in Yantai, China, was surveyed, and 265 useable questionnaires were analyzed. To analyze the data, the study used partial least squares structural equation modeling (PLS-SEM).FindingsThe results of the study reveal that service quality at a winery is a significant determinant of winery satisfaction among Chinese wine tourists, which in turn affects the brand equity of a wine tourism destination.Research limitations/implicationsThis study contributes to the growing body of literature focusing on identity-based branding in the context of wine tourism. As such, this study brings together knowledge of a place branding dimension (i.e. destination brand equity), satisfaction and tourism experience at a winery.Practical implicationsThe results suggest that the road to favorable assessments of a wine destination brand (macro level) go through a satisfying experience at a winery (micro level). Therefore, the need to co-create the wine experience through various stakeholders' involvement is crucial for the success of wine tourism.Originality/valueExtant wine studies often highlight western wine tourists' behavior and examine central behavioral constructs such as winery service quality and satisfaction. This study extends previous research by: (1) investigating the issue from Chinese wine tourists' perspective and (2) integrating the destination brand equity of a wine region to current investigations that commonly focus on the service quality of a winery and wine tourists' satisfaction.

Measurement and evaluation the impact of perceived healthcare service quality on guest loyalty during COVID-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Husam Jasim Mohammed ◽  
Qasim Ali Mohammed ◽  
Mustafa Hatwan Rhima
Keyword(s):  
Service Quality ◽  
Healthcare Service ◽  
Hotel Industry ◽  
Statistical Technique ◽  
Technical Aspects ◽  
Content Type ◽  
Perceived Service Quality ◽  
Human Aspects ◽  
The Impact ◽  
Guest Loyalty

Purpose The aim of the study is to investigate the effects of perceived healthcare service quality (human aspects, technical aspects and tangible aspects) on satisfaction and guest loyalty in the hotel industry in the COVID-19 pandemic era. Design/methodology/approach A total of 130 guests in the hotel were selected purposively in Iraq. Data from self-administered questionnaires were analyzed through the VB-SEM statistical technique using Smart-PLS software towards testing the hypotheses. Findings The findings indicated that perceived service quality influences satisfaction and guest loyalty of guests in the hotel. This study reveals that human aspects, technical aspects and tangible aspects directly positively affect satisfaction and guest loyalty in the hotel industry. Originality/value This study highlights that perceived service quality (human aspects, technical aspects and tangible aspects) are vital and practical strategic tools that could be positioned to accelerate guest loyalty in the hotel industry. Furthermore, satisfaction mediates the relationship between human aspects, technical aspects, tangible aspects and guest loyalty.

Child helplines: how social support and controllability influence service quality and well-being

2017 ◽  
Vol 31 (4/5) ◽  
pp. 385-396 ◽  
Author(s):  
Willemijn van Dolen ◽  
Charles B. Weinberg
Keyword(s):  
Social Support ◽  
Service Quality ◽  
Structural Equation ◽  
Well Being ◽  
Equation Modeling ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Perceptions ◽  
The Social ◽  
The Impact

Purpose The authors investigate how employee social support impacts children’s perceptions of service quality of a child helpline chat service and the chatters’ immediate well-being. Specifically, the purpose of this study is to examine how action-facilitating support, nurturant support and emotional reflections influence the children and to test whether this impact varies depending upon the controllability of the issues discussed. Design/methodology/approach The authors develop hypotheses about the influence of social support and controllability on children’s perceived service quality and well-being. Chat conversations are coded on the social support given by the employee and the controllability of the issue. Questionnaires are collected to measure children’s service quality and well-being. Using structural equation modeling, hypotheses are tested with a sample of 662 children and chat conversations of a child helpline. Findings The study reveals that for children chatting about controllable issues, nurturant support and negative emotional reflections negatively influence the immediate well-being of these children. Positive emotional reflections positively influence immediate well-being. For children chatting about uncontrollable issues, nurturant support and negative emotional responses positively influence the perceived service quality. Originality/value This study contributes to the services marketing literature by broadening the current understanding of the impact of social support on children’s service quality perceptions and well-being, and by showing how this impact is moderated by the level of controllability of the issue discussed.

scholarly journals The impact of consumer knowledge on profitable consumer loyalty through perceived service quality and psychological involvement in non-profit sport clubs

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohsen Behnam ◽  
Do Young Pyun ◽  
Jason P. Doyle ◽  
Vahid Delshab
Keyword(s):  
Knowledge Management ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Consumer Knowledge ◽  
Content Type ◽  
Non Profit ◽  
Perceived Service Quality ◽  
Sport Clubs ◽  
The Impact

PurposeThe purpose of this research was to test the influence of consumer knowledge management on attitudinal and behavioral loyalty through service quality and psychological involvement.Design/methodology/approachThe participants (N = 396) were recruited through a convenience sampling technique from non-profit sport clubs in Iran. Data were analyzed with the Structural Equation Modeling using Mplus 7.4.FindingsThe results revealed that the effects of service quality on psychological involvement were dependent on consumer knowledge management. Furthermore, there were the mediating effects of service quality and psychological involvement in the relationships between the consumer knowledge management and loyalty.Practical implicationsThe research findings provide valuable insights for non-profit sport club managers seeking to better attract and retain their consumers by demonstrating the importance of investing in consumer knowledge management initiatives. Managers should thus integrate knowledge orientation into their marketing and relationship management strategies and apply the strategy into consumer knowledge within club services.Originality/valueThis study empirically highlights the important role of knowledge from, for and about the consumer on perceived service quality and loyalty building among the non-profit consumer base.

Occupant satisfaction on facility services: case studies of six multi-generational condominiums

Facilities ◽  
2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chaiwat Riratanaphong ◽  
Sorawis Limjaroensuk
Keyword(s):  
Service Quality ◽  
Case Studies ◽  
Physical Environment ◽  
Age Groups ◽  
Facilities Management ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Common ◽  
The Impact ◽  
Occupant Satisfaction

Purpose Feedback from condominium occupants on multi-generational condominium facility services makes it possible to identify areas in need of improvement and development concerning facilities management in this residential project type. This paper aims to examine behaviours, needs, preferences and patterns of space use in condominium occupants from three different age groups (under 30, 30 to 50 and over 50 years old) relative to their satisfaction with facility services. The paper examines the impact of the physical environment and facility service arrangement (i.e. cleaning and security) on occupant satisfaction in the common areas of six multi-generational condominiums and investigates whether occupant satisfaction varies between the three age groups. Design/methodology/approach Six case studies classified as multi-generational condominiums were conducted. Research methods included document analysis, field surveys, interviews with juristic person managers and surveys from condominium occupants regarding their satisfaction with cleaning and security services in the common areas. The findings were then applied one-way ANOVA to test occupant satisfaction mean differences between age groups. Findings The findings indicate that physical environment characteristics including the location, size, number and design attributes of common areas have an impact on the provision of facility services and may influence occupant satisfaction. In terms of the facility service arrangement, both the service method and the ratio of staff to areas of responsibility can be explained in connection to functional and technical quality, respectively. Occupants’ demands and behaviours, such as the strong requirement for privacy, the preference towards service staff accessibility and the frequency of space usage, contribute to different levels of occupant satisfaction. Research limitations/implications More case studies in Thailand and also in other countries, based on surveys with large samples of respondents, are required to increase the validity and to establish whether it is possible to generalise the study’s findings. Practical implications The findings and reflections upon them help understand the impact of physical environment characteristics and the provision of facility services on occupant satisfaction in various age groups. Recommendations are provided concerning building design and the provision of facility services in connection to perceived service quality and occupant satisfaction in multi-generational condominiums in Thailand that can apply to other types of real estate projects where similar facility services are offered. Originality/value This paper contributes to research on occupant satisfaction with facility services and provides evidence on occupants’ feedback in different types of perceived service quality (i.e. technical and functional quality). Identifying the impact of physical environment characteristics, facility service arrangements and occupant behaviours on occupant satisfaction with the technical and functional aspects of facility services contributes to the body of research on facilities management.

scholarly journals Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters

2015 ◽  
Vol 29 (2) ◽  
pp. 93-102 ◽  
Author(s):  
Piyush Sharma ◽  
Zhan Wu
Keyword(s):  
Service Quality ◽  
Intercultural Competence ◽  
Cultural Distance ◽  
Service Encounters ◽  
Content Type ◽  
Service Employees ◽  
Perceived Service Quality ◽  
Consumer Ethnocentrism ◽  
Perceived Cultural Distance ◽  
The Impact

Purpose – This paper aims to explore the moderating effects of consumer ethnocentrism and intercultural competence on the impact of service outcome and perceived cultural distance, respectively, on interaction comfort and perceived service quality in intercultural service encounters. Design/methodology/approach – A 2 × 2 between-subjects experimental design with university students was used, using service encounter scenarios to manipulate service outcome (failure or success) and photos of service employees to manipulate perceived cultural distance (low vs high). Findings – As hypothesized, the impact of service outcome on interaction comfort and perceived service quality is moderated negatively by consumer ethnocentrism, whereas the impact of perceived cultural distance is moderated positively by intercultural competence. Research limitations/implications – An experimental design using imaginary service scenarios was used in a single service context (i.e. restaurant) with university students as participants, which may restrict the generalizability of our findings. Practical implications – Managers in service firms with multicultural customers should try to recruit service employees with high intercultural competence and low consumer ethnocentrism. They should also develop employee training programs that help minimize the adverse impact of these variables on interaction comfort and service quality in intercultural service encounters. Originality/value – This paper extends prior research by exploring the moderating effects of consumer ethnocentrism and intercultural competence on the direct and indirect effects of service outcome and perceived cultural distance on interaction comfort, service quality and satisfaction.

Will destination image drive the intention to revisit and recommend? Empirical evidence from golf tourism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tat-Huei Cham ◽  
Jun-Hwa Cheah ◽  
Hiram Ting ◽  
Mumtaz Ali Memon
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Behavioural Intention ◽  
Destination Image ◽  
Related Factors ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Impact ◽  
The Relationship

PurposeDespite being a popular topic in sports tourism research, limited studies have focused on golf tourism in relation to destination image. The present study aimed to examine the impact of country-related factors on the destination image among golf tourists as well as the interrelationships between perceived service quality, perceived value, satisfaction and behavioural intention in this context in the Malaysian context. Excitement was also examined as a moderator of the relationship between satisfaction and behavioural intention.Design/methodology/approachData was collected from 360 golf tourists using a self-administered questionnaire at the two largest airports (KLIA and KLIA2) in Malaysia. Data analysis was performed using the partial least squares structural equation modelling (PLS-SEM) technique.FindingsThe findings present the significance of country-related factors (i.e. accessibility, safety and security and golf course setting) in determining the image of Malaysia as a golf tourism destination. Destination image, in turn, is found to influence golf tourists' perceived service quality, perceived value and satisfaction; with both perceived service quality and perceived value acting as mediators between destination image and satisfaction. Moreover, the moderation assessment confirms that the level of excitement about golfing in Malaysia strengthens the relationship between their satisfaction and behavioural intention.Originality/valueThis study is one of the few that focuses on the consequential importance of destination image within the golf tourism setting. It highlights the mediating role of perceived service quality and perceived value as well as the moderating role of excitement in understanding the effect of destination image on satisfaction and behavioural intention of golf tourists.

Service characteristics’ impact on key service quality relationships: a meta-analysis

2014 ◽  
Vol 28 (4) ◽  
pp. 276-291 ◽  
Author(s):  
Hulda G. Black ◽  
Carla Y. Childers ◽  
Leslie H. Vincent
Keyword(s):  
Service Quality ◽  
Meta Analysis ◽  
High Tech ◽  
Bottom Line ◽  
Data Set ◽  
Content Type ◽  
Service Characteristics ◽  
Comprehensive Examination ◽  
Context Dependent ◽  
The Impact

Purpose – The purpose of this paper is to provide a comprehensive examination of the nuances of service quality (SQ) relationships using meta-analytic techniques. Design/methodology/approach – The data set comprises 108 empirical studies with 222 independent samples. The authors use a multivariate generalized least squares approach to examining the impact of key moderators on SQ relationships. Findings – This research confirms previously established relationships between SQ and its correlates and contributes to the understanding of the dynamics of those relationships by providing empirical evidence that SQ is context-dependent. This research shows that a service’s level of inseparability, customization, standardization and technical complexity impacts key SQ relationships. Research limitations/implications – This research finds that SQ is context-dependent. The antecedents examined were more significant for transactional exchanges, while the consequences of SQ were stronger for relational exchanges. Future research should explore this difference and investigate other correlates that could impact transactional versus relational exchanges. The present research is limited in that it could only examine correlates of SQ that have been frequently studied in the literature. Practical implications – This research helps managers understand how the characteristics of their organizations impact the role SQ has on key outcomes. Firms desiring to maximize the impact of SQ must first consider the characteristics of their organizations to understand what combination of attributes is most beneficial. For example, this research found that SQ is a significant driver of financial performance when the service is customized, high-tech or relational. Managers in these types of organizations can impact their bottom line by focusing on perceived SQ. Originality/value – This meta-analysis is the first to include both the antecedents and outcomes of SQ. The current research offers a comprehensive examination of various service characteristics and their impact on SQ relationships.

Examining consumer affective goal pursuit in services

2019 ◽  
Vol 32 (6) ◽  
pp. 1177-1193
Author(s):  
Cheng Lu Wang ◽  
Ying Jiang
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Goal Pursuit ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Impact ◽  
The Relationship ◽  
Consumption Goals ◽  
Practical Implications

Purpose The purpose of this paper is to investigate how consumers’ affective goal pursuit influences the relationship between their affect and satisfaction in services. In particular, it examines when affect can directly influence satisfaction and when such an impact is mediated by perceived service quality. Design/methodology/approach This research explores consumers’ consumption goals in three different service contexts, i.e., a primarily pleasure-seeking hedonic service context, a primarily arousal-seeking hedonic service context and a utilitarian (non-affect-seeking) service context. Findings Results from two studies show that the primary affective consumption goal determines which specific affect can directly influence satisfaction. Other desirable non-primary affect influences satisfaction through the mediation of perceived service quality. Research limitations/implications This research focuses on the service contexts in which consumers’ primary consumption goals vary. Further research may focus on the priority and strength of a consumer’s various consumption goals in different services and study how the priority and strength of different consumption goals determine how affect influences quality and satisfaction. Practical implications The study provides several insights for service providers and retailers to recognize that consumers’ primary consumption goals may vary in different service contexts, for different consumers, and even at different usage situations. Accordingly, marketers need to develop different strategies for consumer with different goal pursuit in services. Originality/value While the literature has documented that consumer affect influences consumer satisfaction in general, it is unclear how different consumption goals influence the impact of affect on satisfaction. This research contributes to the consumer goal literature by demonstrating the importance of primary consumption goals in the post-consumption evaluation of services.

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