Effects of outsourced service providers’ experiences on perceived service quality

2016 ◽  
Vol 116 (8) ◽  
pp. 1656-1677 ◽  
Author(s):  
Chien-Ta Ho ◽  
Chung-Lun Wei
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Service Providers ◽  
Signaling Theory ◽  
Information Asymmetries ◽  
Content Type ◽  
Perceived Service Quality ◽  
Intention To Purchase ◽  
Past Experiences ◽  
Is Outsourcing

Purpose The purpose of this paper is to propose a framework to examine experiences of an information technology/information systems (IS) outsourcing service supplier as a signal of perceived service quality and to consider the moderating effects of information asymmetries and signal credibility. Design/methodology/approach Drawing on signaling theory, the paper integrates past experiences of an outsourcing service supplier, information asymmetries, signal credibility, perceived service quality, and purchase intention into a model. Questionnaires were collected in Taiwan, and partial least-squares technique was employed to test the model. Findings The results indicate that past experiences of an IS outsourcing supplier affect perceived service quality, which subsequently influences positively the intention to purchase IS outsourcing services. In addition, signal credibility moderates the relationship between the provider’s past experiences and perceived service quality, though information asymmetries do not have significant effect on the hypothesized moderating relationship. Originality/value This research enriches the extant literatures in signaling theory by demonstrating the few-mentioned IS outsourced suppliers’ experiences as a quality signal as well as in outsourcing contexts with signaling perspectives. The empirical findings validate the importance of dissemination and investment of past experiences for IS provider companies and give a cue of utilizing providers’ experiences to alleviate uncertainty when assessing IS service quality and purchasing outsourcing services for client companies.

Edu-tourist’s perceived service quality and perception – the mediating role of satisfaction from foreign students’ perspectives

2017 ◽  
Vol 72 (2) ◽  
pp. 156-170 ◽  
Author(s):  
Muhammad Sabbir Rahman ◽  
Hasliza Hassan ◽  
Aahad Osman-Gani ◽  
Fadi Abdel Muniem Abdel Fattah ◽  
Md. Aftab Anwar
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Tourism Industry ◽  
Mediating Effect ◽  
Empirical Examination ◽  
Content Type ◽  
Perceived Service Quality ◽  
Intention To Purchase ◽  
The Relationship

PurposeThe purpose of this paper is to test a conceptual model that takes into account both edu-tourists’ perception and perceived service quality in explaining purchase intention of academic degrees from the foreign universities. Design/methodology/approachThe study is based on an empirical examination with applying multivariate data analysis. The data were collected through survey questionnaires and analysed by using structural equation modelling procedure. FindingsThe survey result discovered that the relationship between perceived service quality and edu-tourist’s satisfaction was significant and positive. The relationship between edu-tourist’s satisfaction and intention to purchase was also significant and positive. Meanwhile, edu-tourist’s satisfaction partially mediates the relationship between their perceived service quality and intention to purchase. Nevertheless, this research also explored that the edu-tourist’s satisfaction plays a significant mediating effect in between the relationship of perception and intention to purchase. Research limitations/implicationsThis empirical study will contribute in understanding the behaviour of international students to construct the theoretical knowledge on the edu-tourism industry, which has been neglected in tourism research. Originality/valueThe paper will be of use to the management and policymakers in the higher education sector in understanding the customer’s expectation for the edu-tourism destination. This study contributes to the growing literature on education travel destination, where the researchers investigated the role of tourist’s satisfaction by using perception and perceived service quality towards their intention to visit a destination for education tourism. In addition, understanding the role satisfaction on the relationship between perception and perceived service quality towards the purchase intention will make both scientific and practical contributions for the decision-makers.

Do task- and relation-oriented customers co-create a better quality of service?

2015 ◽  
Vol 53 (1) ◽  
pp. 179-197 ◽  
Author(s):  
Fung Yi Millissa Cheung ◽  
Wai Ming To
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Information Sharing ◽  
Service Management ◽  
Service Providers ◽  
Service Encounters ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Involvement ◽  
Management Literature

Purpose – The purpose of this paper is to explore how task- and relation-oriented customers co-create high quality services with frontline employees from the perspective of customer-dominant (C-D) logic. Design/methodology/approach – The authors reviewed the service management literature and identified a number of critical components that help service providers understand the psychology and behaviour of their customers, and how their customers perceive service encounters. The authors tested the theoretical model using a random survey sample of 707 consumers in Hong Kong. Findings – The authors found that information sharing fully mediated the interactive effects of customer involvement and customer motivational orientation on customer perceived service quality and customer satisfaction. These findings support the C-D logic that customers as co-creators of value play a dominant role in service encounters. Research limitations/implications – The authors contribute to the existing management literature by identifying the importance of the C-D logic for service delivery and management. In particular, the involvement of customers with different motivational orientations through information sharing significantly affects customers’ perceived service quality and satisfaction. Originality/value – The paper enhances the understanding of customer’s logic by exploring the conditions and process between customer involvement and service delivery. Further directions for theoretical and empirical research are suggested.

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.

Relationship between perceived service quality and client satisfaction indicators of engineering consultancy services in building projects

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Olusola Ralph Aluko ◽  
Godwin Iroroakpo Idoro ◽  
Modupe Cecilia Mewomo
Keyword(s):  
Service Quality ◽  
Client Satisfaction ◽  
Service Providers ◽  
Professional Service ◽  
Research Approach ◽  
Building Projects ◽  
Content Type ◽  
Perceived Service Quality ◽  
Management Indicators ◽  
The Relationship

Purpose Service quality is a major determinant of business performance. Empirical evidence from the literature indicates that, to attain a high level of customer satisfaction, a high standard of service quality should be provided by the service provider. This study aims to examine the relationship between the perceived service quality and the indicators of client satisfaction with particular reference to engineering consultancy services in building projects. Design/methodology/approach A survey research approach was adopted using a semi-structured questionnaire as an instrument of data collection. The questionnaire survey formed the basis for the descriptive and inferential (Pearson correlation and multiple regression) statistics that were used to evaluate the relationship between engineering consultants’ service quality and clients’ satisfaction indicators. Findings The study identified 10 key technical indicators and 10 key managerial indicators for measuring client satisfaction. Statistical analysis shows a positive significant relationship between the perceived service quality and all the indicators of client satisfaction. The positive correlation values show that as perceived service quality increases, both technical and management indicators of client satisfaction equally increase. Originality/value The results offer opportunity for professional service providers to continuously develop the technical and management indicators, embrace personnel training and key into continuous professional development for better service quality.

scholarly journals Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

2021 ◽  
Vol 33 (7) ◽  
pp. 193-221
Author(s):  
Maria Palazzo ◽  
Pantea Foroudi ◽  
Maria Antonella Ferri
Keyword(s):  
New York ◽  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Complex Analysis ◽  
Hotel Industry ◽  
Negative Relationship ◽  
Content Type ◽  
Perceived Service Quality ◽  
Study Results

Purpose This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.Design/methodology/approach The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.Findings This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.Originality/value The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

Do social networking platforms promote service quality and purchase intention of customers of service-providing organizations?

2019 ◽  
Vol 38 (7) ◽  
pp. 561-581 ◽  
Author(s):  
Muhammad Naeem
Keyword(s):  
Service Quality ◽  
Social Networking ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Banking Sector ◽  
Local Community ◽  
Service Providers ◽  
Social Trust ◽  
Quality Level ◽  
Content Type

Purpose Customers are interested in finding service recommendations, reviews and word of mouth using social networking platforms. These service reviews are useful for enhancing service quality, level of information and engagement, and purchase intention of customers. The purpose of this paper is to uncover which social networking platform is more useful for the exchange of service reviews and how organizations are improving purchase intention as well as service quality in the light of customer’s reviews/experiences. Design/methodology/approach The study is exploratory in nature because it aims to understand the use of social networking platforms for enhancing service quality and the purchase intention of customers using a purposive sampling technique. To meet the objective of this study, non-directive and semi-structured interviews have been conducted with customers and marketing teams in the banking sector and internet service providers. Findings The results show that social networking websites are helpful in fostering responsiveness, awareness, assurance, reliability and empathy. However, respondents revealed serious concerns regarding the privacy of personal and financial information especially in the context of the banking sector. It has been found that official Facebook pages of service-providing organizations, open and closed local community Facebook groups, sponsored ads and promotional advertisements on Facebook, WhatsApp groups and YouTube video comments are more frequently used to exchange service reviews (i.e. influence the process of purchase decision) among friends, friends of friends, family members and the general public. The selected customers and market team respondents revealed that local community Facebook groups (i.e. open groups and closed groups) have gained prime importance for enhancing service quality and purchase decisions. Practical implications The effective and well-organized use of social networking platforms can foster service reviews, word of mouth, level of service awareness, interactive communication, intention to purchase, social influence, social trust and services quality. Furthermore, online social networking platforms require a lower level of advertisement costs and offer huge amounts of information, discussions, enquires, service stories, word of mouth, transactions and interactions of consumers. Originality/value The present study is exploratory in nature because it selects an under-researched issue regarding the use of social networking applications to enhance levels of purchase intention and service quality. There is limited literature which has combined the multiple constructs in a single study (i.e. social media platforms, cross-platform platforms, service quality and purchase intention of consumers). Most of the previous studies are dependent on various dimensions of service quality (i.e. “reliability, responsiveness, assurance, empath and tangibles”). However, the present study extracted that respondents have given more preferences of services awareness and privacy compared to traditional elements of service quality.

Customers’ value co-creation with healthcare service network partners

2019 ◽  
Vol 29 (3) ◽  
pp. 309-328 ◽  
Author(s):  
Jiyoung Kim
Keyword(s):  
Service Quality ◽  
Healthcare Service ◽  
Service Providers ◽  
Group Analysis ◽  
The Body ◽  
Equation Modeling ◽  
Service Network ◽  
Content Type ◽  
Perceived Service Quality ◽  
Service Value

Purpose The purpose of this paper is to identify customers’ service network partners in medical encounters and demonstrate the extent to which customers’ evaluation of each co-creation practice with their service network partners affects their perceived service quality and satisfaction. In addition, the moderating effect of patient age is examined. Design/methodology/approach By using a field survey, data collected from 164 inpatients were examined through structural equation modeling and multi-group analysis. Findings The value-creating activities of customers with service providers, companions and other customers during healthcare service encounters have a positive effect on their perception of service quality and satisfaction related to behavioral intentions. Co-creating with service value network partners has a greater impact on perceived service quality and service satisfaction for patients aged 60 or older. Research limitations/implications By focusing on participants in customers’ service value co-creating networks, this study contributes to the body of knowledge by confirming the importance of each actor and analyzing customers’ value co-creating activities. Originality/value This is the first study to show that when customers’ level of involvement is high, such as in healthcare services, their value-creating activities when interacting with medical staff, companions and other patients positively affect perceived service quality and satisfaction.

Exploring Signaling Roles of Service Providers' Reputation and Competence in Influencing Perceptions of Service Quality and Outsourcing Intentions

2019 ◽  
Vol 31 (1) ◽  
pp. 86-109 ◽  
Author(s):  
Chung-Lun Wei ◽  
Chien-Ta Ho
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Perceived Value ◽  
Theory And Practice ◽  
Future Research ◽  
Crucial Issue ◽  
Service Market ◽  
Perceived Service Quality ◽  
Quality Value ◽  
Is Outsourcing

With the advancement of technology, the utilization of information technology/information systems (IT/IS) is increasingly important in enhancing productivity. Thus, IT/IS outsourcing has become a crucial issue for companies. When faced with an unfamiliar outsourcing service market, and particularly when initially outsourcing, client companies experience uncertainty. Employing the signaling theory, the study proposes one intrinsic cue (competence) and one extrinsic cue (reputation) for outsourcing service providers to evaluate service quality, value, and the subsequent outsourcing intentions of clients. The results demonstrate that suppliers' competence and reputation are influential signals for perceived service quality, which in turn affects perceived value and outsourcing intentions. Moreover, suppliers' reputations are found to have a greater impact on perceived service quality than suppliers' competence; the latter has a direct effect on perceived value, while the former does not. The implications for theory and practice are also discussed, as are suggestions for future research.

Customer perceived service quality, satisfaction and loyalty in Indian private healthcare

2015 ◽  
Vol 28 (5) ◽  
pp. 452-467 ◽  
Author(s):  
Rama Koteswara Rao Kondasani ◽  
Rajeev Kumar Panda
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Healthcare Services ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perceptions ◽  
Private Healthcare ◽  
Hospital Patients ◽  
Correlation Statistics

Purpose – The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. Design/methodology/approach – In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Finding – Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Practical implications – Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. Originality/value – This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.

Equating the expected and perceived service quality

2017 ◽  
Vol 34 (8) ◽  
pp. 1295-1317 ◽  
Author(s):  
Asma Shabbir ◽  
Shahab Alam Malik ◽  
Saquib Yusaf Janjua
Keyword(s):  
Service Quality ◽  
Private Sector ◽  
Healthcare Service ◽  
Gap Analysis ◽  
Service Providers ◽  
Healthcare Services ◽  
Public And Private ◽  
Content Type ◽  
Perceived Service Quality ◽  
Private Healthcare

Purpose The purpose of this paper is to investigate patients’ views toward the perceived service quality of public and private healthcare service providers. Determinants of healthcare service quality were compared by carrying out a GAP analysis to equate perceived and expected services and examined differences in the service quality. Design/methodology/approach The study sample comprises 310 inpatients of public and private healthcare service providers. Self-administered questionnaires were used along a five-point Likert scale and analyzed through the Statistical Package for Social Sciences. GAP analysis was used to observe the difference between expectations and perceived service quality. Findings A cross-sectional study revealed significant quality gaps between the expected and perceived services of public and private healthcare service providers; conversely patients’ expectations are not fully met in both types of hospitals. Private hospitals surpassed in terms of overall perceived service quality from their counterparts. Perceived services were found better in terms of physician medical services in public sector hospitals, while rooms and housekeeping services were found better in terms of private sector hospitals. Practical implications The result can be used by both public and private healthcare service providers to restructure their quality management practices which could only be possible through effective management commitment, regular patients’ feedback and translucent complaint procedures. Originality/value The study conceptualizes the expected and perceived hospital service quality dimensions as an eight-dimensional framework. A comparison between public and private sector hospitals is made to get a better understanding about the differences in the perceived healthcare services among two sectors. Consequences of the study will aid hospital managers and policy makers to get a fuller picture of healthcare services in order to contrive enhancement practices.

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