Understanding electronic and face-to-face word-of-mouth influencers: an emerging market perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chukwunonso Oraedu ◽  
Ernest Emeka Izogo ◽  
Justie Nnabuko ◽  
Ike-Elechi Ogba
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Service Providers ◽  
Emerging Market ◽  
Partial Least Square ◽  
Content Type ◽  
Face To Face ◽  
Service Setting ◽  
Relationship Value ◽  
Positive Effect

Purpose This paper aims to advance knowledge on the influencers of positive electronic and face-to-face word-of-mouth (WOM) behaviour by examining an interrelationship model of relationship quality (RQ) components and antecedents in the telecommunication service setting. Design/methodology/approach A survey design was used to generate data from informants and was analysed using the partial least square structural equation modelling technique. Findings Findings indicate that service quality and relationship value have positive effect on trust and satisfaction, while service communication is positively related to trust but not satisfaction. Both trust and satisfaction have positive effect on face-to-face word-of-mouth (fWOM) and electronic word-of-mouth (eWOM). Additionally, relationship value directly influences fWOM but not eWOM, while service quality did not directly influence either mode of WOM behaviour. Research limitations/implications The study was conducted in a single service setting, and thus, outcomes cannot be generalised. Further, the authors limited the study of electronic WOM to only Facebook, WhatsApp and Twitter media. As such, caution should be applied in generalising the research findings across contexts. Practical implications This paper provides a guide on how telecom service managers can develop and manage their relationship network. Specifically, it demonstrates how business referrals can be generated and harnessed to build customer retention from different relationship building strategies. The study suggests that service providers that deliver quality services, engineer superior value and provide reliable information are better placed to develop resounding relationships with customers and consequently get them to engage in positive referrals. Originality/value This study is unique because it investigates the antecedents of WOM from an inter-relational perspective. By simultaneously examining the direct effects of RQ, and its antecedents on both fWOM and eWOM in a single model, the authors illustrate the antecedents and outcomes of RQ in a distinctive way.

scholarly journals Analysis of the Effect of Service Quality and Customer Satisfaction on the Repurchase Intention, Word of Mouth and Customer Retention for Party Equipment Rental ˋˋSuyono" in Surabaya

2021 ◽  
Author(s):  
Muchammad Zaenal Arifin Rahmatulloh ◽  
Tina Melinda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Service Providers ◽  
Customer Retention ◽  
Partial Least Square ◽  
Least Square ◽  
Significant Positive Effect ◽  
Repurchase Intention ◽  
Positive Effect

The purpose of this study was to provide an understanding of how service quality and customer satisfaction influence the repurchase intention, word of mouth and customer retention at the party equipment rental company “Suyono”in Surabaya. A survey was conducted with 70 service users of “Suyono”. The study used a quantitative approach to explain the causal relationship between the variables. The researcher selected the participants individually. The Partial Least Square analysis technique was used, assisted by the Smart PLS 3.0 application. The results of this study showed that the quality of service had a significant positive effect on customer satisfaction and customer retention; and customer satisfaction had a significant positive effect on repurchase intention and word of mouth. Customer satisfaction did not have a significant effect on customer retention. Therefore, service providers are strongly advised to focus on improving service quality and customer satisfaction to increase customer retention. These results can be applied by companies to increase repurchase intentions, word of mouth and customer retention, especially companies in the service sector. Keywords: service quality, customer satisfaction, repurchase intention, word of mouth

The value of guarantee in service e-commerce

2015 ◽  
Vol 6 (1) ◽  
pp. 82-102 ◽  
Author(s):  
Haichao Zheng ◽  
Jui-Long Hung ◽  
Zhangxi Lin ◽  
Jing Wu
Keyword(s):  
Service Quality ◽  
Business Performance ◽  
Design Methodology ◽  
Service Providers ◽  
The Internet ◽  
Content Type ◽  
Face To Face ◽  
Service Guarantee ◽  
Effective Choice ◽  
Practical Implications

Purpose – The purpose of this paper is investigating the value of service guarantee (SG) program in Service e-Commerce (SeC) which is one resolution to promote service transactions. SeC is emerging as a booming form of e-commerce where various services are contracted, managed, sold and even delivered via the Internet. However, the uncertainty of service quality and the heterogeneity of buyer preferences have been major challenges to sustainable development of SeC. Design/methodology/approach – This study uncovered the value of SG in SeC by empirically analyzing the data collected from zhubajie.com, a well-known service e-marketplace in China, to classify the service providers, to indentify the predictors for SG subscription and to study the effects of SG on service providers’ business performance and service quality. Findings – The authors found that the distribution of service provisions is diversified in terms of low-success, mid-success and high-success providers, while proactive or high ability-ranking providers consistently tend to subscribe to SG program. The study revealed that SG has diverse effects on business performance for low-success and mid-success providers. For high-success providers, it seems to not be an effective choice for transaction promotion. Finally, the results showed that SG marginally improved service quality. Practical implications – This research provides some practical implications for SeC markets to improve SG program. In addition, the results also help service providers to understand the value of SG in depth. Originality/value – This article extended the research of SG from the traditional offline market to the online market, as with SeC, in which transactions are conducted without face to face contact.

How does online doctor–patient interaction affect online consultation and offline medical treatment?

2019 ◽  
Vol 120 (1) ◽  
pp. 196-214 ◽  
Author(s):  
Wen Xing ◽  
Ping Yu Hsu ◽  
Yu-Wei Chang ◽  
Wen-Lung Shiau
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Research Model ◽  
Content Type ◽  
Perceived Justice ◽  
Face To Face ◽  
Online Consultation ◽  
Patient Interaction ◽  
Positive Effect

Purpose The purpose of this paper is to investigate factors that influence the patients’ intentions to visit doctors face-to-face for consultations from the perspective of online doctor–patient interaction. Justice theory, SERVQUAL and the halo effect are integrated to develop a research model based on the performance-evaluation-outcome framework. The authors hypothesize that perceived justice and service quality are the significant factors in reflecting the performance of online doctor–patient interaction, which influences patient satisfaction evaluation and online and offline behavioral intentions. Design/methodology/approach The study conducted an online survey to collect data. Patients on a healthcare consulting website were invited to participate in the survey. The research model and hypotheses were tested with 254 collected data from patients and analyzed using the partial least squares method. Findings The results show that perceived justice and service quality have a positive effect on patient satisfaction, and satisfaction and the intention of online consultation have a positive effect on the intention of face-to-face consultation. Practical implications This study offers suggestions on how doctors interact with patients and build their brand image. The findings also offer effective insights into improving doctors’ online services to retain patients and even encourage patients to go to clinics. Originality/value Online health consultation is one of the most popular online health services and is growing quickly. After patients consult online doctors, they are able to visit their doctors in person for further diagnosis and treatment if they have the need. This study investigates how patients’ online interactive experience influences their offline behavioral intentions, which are different from most of the past literature on eHealth.

Impact of self-service technologies in retail banking on cross-buying and word-of-mouth

2020 ◽  
Vol 48 (5) ◽  
pp. 485-500 ◽  
Author(s):  
Kaushik Mukerjee
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Emerging Market ◽  
Retail Banking ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Self Service ◽  
The Relationship

PurposeThe purpose of this research is to study the influence of self-service technologies (SST) on cross-buying and word-of-mouth. This study tests the direct impact of perceived usefulness and perceived ease of use on cross-buying and word-of-mouth. Further, this study also tests the mediating role of e-service quality for the aforementioned relationships. The study has been undertaken in the context of retail banking in an emerging market, India.Design/methodology/approachA cross-sectional survey research design was used to collect data from 235 customers of retail banks in India. The data were analysed using IBM AMOS 23.0 taking structural equation modelling (SEM) approach to test the hypothesised relationships.FindingsThe findings of the study suggest that both perceived usefulness and perceived ease of use influence cross-buying and word-of-mouth. E-service quality partially mediates the relationship between perceived usefulness on cross-buying and word-of-mouth. E-service quality partially mediates the relationship between perceived ease of use and cross-buying but does not mediate the relationship between perceived ease of use and word-of-mouth.Practical implicationsThis study shows that managers need to focus on perceived usefulness and perceived ease of use in order to ensure cross-buying and promote word-of-mouth recommendations by customers. Also, managers will be able to enhance cross-buying and promote word-of-mouth recommendations if e-service quality delivered by the bank is perceived to be good by customers.Originality/valueThis study contributes to the literature on SST and offers empirical evidence to show that perceived usefulness and perceived ease of use can influence cross-buying as well as word-of-mouth. Previous studies have shown that SST usage can foster loyalty, and the present study offers new evidence on the outcomes of behavioural loyalty. The study has been undertaken through responses taken from retail bank customers in an emerging market. This study also contributes to the literature on SST by testing the mediating effect of e-service quality for the above-mentioned relationships.

Expectations from a private multi-speciality hospital: a moderated-mediation analysis

2020 ◽  
Vol 14 (2) ◽  
pp. 325-348
Author(s):  
Shailesh Rastogi ◽  
Arpita Sharma
Keyword(s):  
Factor Analysis ◽  
Word Of Mouth ◽  
Service Providers ◽  
Moderated Mediation ◽  
Partial Least Square ◽  
Least Square ◽  
High Quality ◽  
Content Type ◽  
Medical Facilities ◽  
The Cost

Purpose A highly competitive market incentivizes private healthcare providers to deliver high quality services. The purpose of this paper is to identify the perceived expectations of a new private multi-speciality hospital in a non-metro city. To this end, the paper develops a model using identified relevant factors. Design/methodology/approach A structured questionnaire was administered to 900 people. Exploratory factor analysis and confirmatory factor analysis were then applied to the data, and partial least square-structural equation modelling was used to test the moderated mediation model. Findings Word-of-mouth and safety (WM) and access to the hospital and the cost of medical services are found to be important factors for the perceived expectations of the hospitals by medical facility and treatment at a hospital. High quality medical facilities can lead to improved perceived expectations of hospitals, mediated by positive WM. Levels of access to the hospital and the cost of services can significantly moderate the perceived expectations of a hospital, despite good medical facilities. Practical implications The study has implications for policymakers and hospital authorities in the context of private sector multi-speciality hospitals in non-metro cities. It will help healthcare managers and service providers to better understand customer perceived expectations, and thereby develop effective strategies for customer service. Decision-makers are encouraged to focus on positive word-of-mouth and enhancement of customer safety to bring about favourable expectations of hospitals. Beyond merely having excellent medical facilities, hospitals that ensure ease of access to the hospital and keep costs low can achieve positive consumer expectations and satisfaction levels. Originality/value The paper makes three novel contributions as follows: the mere presence of high quality medical facilities and practices does not equate to positive expectations about the hospital among the patients; access to the hospital and the cost of its services are important in bringing about positive expectations among healthcare consumers; and WM can significantly moderate positive expectations of the hospital. The authors are not aware of any of these findings being previously reported.

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.

Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
George Kofi Amoako ◽  
Livingstone Divine Caesar ◽  
Robert Kwame Dzogbenuku ◽  
Gifty Agyeiwah Bonsu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Emerging Market ◽  
Service Recovery ◽  
Partial Least Square ◽  
Content Type ◽  
Repurchase Intentions ◽  
Service Recovery Performance ◽  
Recovery Performance

PurposeThis paper investigates the effects of service quality on customer satisfaction and repurchase intentions among customers of the KFC Fast Food Restaurant Chains.Design/methodology/approachIn total, 500 randomly sampled KFC restaurant customers were surveyed using a quantitative research design. The partial least square technique was used for data analysis.FindingsThis paper shows that service quality and recovery directly impact customers' repurchase intention. The results further showed that a positive and significant connection exists between customer satisfaction and repurchase intentions.Practical implicationsThe study recommends that KFC utilizes service quality dimensions to meet their customers' expectations and elicit repurchase intentions necessary to remain competitive in the fast-food industry.Originality/valueThis paper highlights the impact of service quality in developing loyal customers in the fast-food sector. It offers managers insight into understanding the factors positively impacting repurchase intentions and the nexus between service recovery performance and repurchase intentions from an emerging market perspective.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

Last-mile logistics in the sharing economy: sustainability paradoxes

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Btissam Moncef ◽  
Marlène Monnet Dupuy
Keyword(s):  
Service Providers ◽  
Primary Source ◽  
Sharing Economy ◽  
Food Delivery ◽  
Logistics Management ◽  
Exploratory Research ◽  
Content Type ◽  
Face To Face ◽  
Last Mile ◽  
Last Mile Delivery

PurposeThe purpose of this paper is to explore sustainability paradoxes in sharing economy initiatives by focusing on logistics management in last-mile logistics.Design/methodology/approachIn this exploratory study, a total of 10 case studies were conducted in three categories of companies: anti-waste platforms, food delivery platforms and bicycle delivery companies. Twenty-seven face-to-face interviews with founders and/or managers and contractors (couriers, logistics service providers or volunteers) were the primary source of data collection. The heterogeneity of the sample enabled the authors to build an understanding of sustainability paradoxes in the logistics of sharing economy initiatives.FindingsThe findings indicate how logistics management impacts the sustainability of sharing economy initiatives in last-mile delivery. The authors identify seven paradoxical tensions (five of them social) generated by the contradictions between the organizations' promised environmental and social values and the impacts of their operations.Research limitations/implicationsThis exploratory research is based on a qualitative study of 10 cases and 27 interviews from heterogeneous samples; further empirical research is needed to ensure generalization.Practical implicationsThe paper increases the understanding of environmental and social paradoxical tensions and awareness of logistics challenges.Social implicationsThe paper helps identify ways to reconcile promised values and impacts generated by sharing economy initiatives while managing last-mile delivery.Originality/valueThe results enrich the literature about the paradoxes in sharing economy initiatives by providing illustrations in last-mile logistics and exposing the underlying challenges for sharing economy logistics actors.

External technology acquisition, exploitation and process innovation performance in emerging market small and medium sized enterprises: the moderating role of organizational slack

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Thammanoon Charmjuree ◽  
Yuosre F. Badir ◽  
Umar Safdar
Keyword(s):  
Open Innovation ◽  
Emerging Market ◽  
Process Innovation ◽  
Innovation Performance ◽  
Mediating Effect ◽  
Content Type ◽  
Technology Acquisition ◽  
The Relationship ◽  
Unabsorbed Slack ◽  
Positive Effect

PurposeThis study is among the very few to examine the firm's simultaneous use of both dimensions of open innovation and its influences on the firm's process innovation performance (PIP). Specifically, the authors consider the relationship between firm's external technology acquisition (ETA) and external technology exploitation (ETE) and examine their direct, indirect and mediating effect on the firm's PIP. The authors also examine the moderating effect of the organizations' unabsorbed slack (UASL) on the relationship between ETA and ETE.Design/methodology/approachAnalyzing data collected from 311 small- and medium-sized software development firms in emerging market; Thailand, we show that both ETA and ETE have a positive effect on PIP and that ETE fully mediates the relationship between ETA and PIP.FindingsThe authors show that both ETA and ETE have a positive effect on PIP and that ETE fully mediates the relationship between ETA and PIP. Moreover, the relationship between ETA and ETE is positively moderated by the firms' unabsorbed slack (UASL) and that the influence of ETA on PIP through ETE is stronger under higher unabsorbed slack.Originality/valueThe authors extend the “traditional” performance outcome of outbound dimension of open innovation concept, which focuses exclusively on commercialization and market (Chesbrough, 2003b), by showing that ETE positively influences the firm's PIP. Moreover, the study explains the mechanism through which ETA influence the firm's PIP by proposing that ETE fully mediates the relationship between ETA and PIP.

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