We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

A Total Quality Management Research on the Portman Ritz Carlton Shanghai

2014 ◽  
Vol 687-691 ◽  
pp. 4582-4587
Author(s):  
Si Yu Peng
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Business Management ◽  
Quality Service ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Delight ◽  
High Quality Service

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

scholarly journals A STUDY ON EXPECTED SERVICE QUALITY FACTORS BY THE MARKETER IN E-MARKETING IN INDIA

2020 ◽  
Vol 6 (11) ◽  
pp. 71-78
Author(s):  
V. Ramanujam ◽  
P. Parthiban
Keyword(s):  
Service Quality ◽  
Web Service ◽  
Service Providers ◽  
Services Quality ◽  
Service Failure ◽  
Quality Service ◽  
Research Model ◽  
Quality Factors ◽  
Descriptive Research ◽  
Research Gap

In the present study, the descriptive research design has been administered. Since this research describes the characteristics of the marketers in e-marketing, it is concerned with descriptive in nature. Meanwhile, this study analyze the e-marketing behavior and its antecedents, e-services quality, service failure in e-marketing, its relationship with the profile of the marketers, it seems to be diagnostic in nature. In total, 535 marketers was identified by popular web service providers namely Pronet, Satyam, Airtel and BSNL. Hence the present study has made an attempt to fill up the research gap with the help of proposed research model.

Understanding the normative expectations of customers toward Buddhism-themed hotels

2015 ◽  
Vol 27 (7) ◽  
pp. 1409-1441 ◽  
Author(s):  
Kam Hung ◽  
Sha Wang ◽  
Chaohua Tang
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Quality Model ◽  
Global Marketing ◽  
Content Type ◽  
Customer Expectations ◽  
Wide Range ◽  
Normative Expectations ◽  
Practitioner Perceptions ◽  
Practical Implications

Purpose – This study aims to understand the normative expectations of travelers on the services and experiences provided by Buddhism-themed hotels as well as how service providers perceive such expectations. The growth of religion-themed hotels in China follows a larger and more generalized global marketing trend in terms of providing tourists and consumers with “themed” experiences. Design/methodology/approach – Using the service quality model, this study investigates these expectations of Buddhism-themed hotels in China. The Delphi method was used with two expert panels, namely, travelers and tourism/hotel practitioners. Preliminary interviews revealed 98 normative expectations from Buddhism-themed hotels. Two sets of Delphi questionnaires were used to compare tourist expectations with practitioner perceptions. Findings – Results show a wide range of expectations of travelers staying in Buddhism-themed hotels. They also reveal how the expectations of the two groups aligned as well as differed. Research limitations/implications – This study extends the application of the service quality model to the context of religion-themed hotels. As this study adopted the Delphi technique through criterion sampling, future studies should use a larger random sample to verify the results of this study. Practical implications – The results help religion-themed hoteliers to understand their customer expectations better. Originality/value – Given the lack of studies on religion-themed hotels, especially on the gap between tourist expectations and service providers’ perceptions, this study is a timely contribution to improve the understanding on the needs and expectations of customers when visiting religion-themed hotels.

scholarly journals Building a More Intimate Connection Between Spirituality and Quality Service Performance at Work

2019 ◽  
Vol 14 (2) ◽  
pp. 79-103
Author(s):  
Mazni Saad ◽  
◽  
Norliana Ahmad Shah ◽  
Noor Malinda Mohamed Mohan ◽  
Halimi Poniran ◽  
...  
Keyword(s):  
Service Quality ◽  
Support System ◽  
Tertiary Education ◽  
Service Performance ◽  
Spiritual Intelligence ◽  
Quality Service ◽  
Know How ◽  
Office Politics ◽  
New Student ◽  
Privately Owned

One of the biggest challenges in tertiary education is that lecturers need to be versatile and able to quickly adapt to different challenges in many different functions or activities such as recruiting new student. Moreover, a higher timetable load may contribute to emotional stress, and lecturers need to know how to work with unpredictable situations like difficult students or office politics. Thus, lecturers need a huge support system in place to deal with these situations at work, but information on lecturers’ coping abilities, specifically referred to as spiritual intelligence (SQ) is limited and not yet understood. Therefore, this study aims to examine how the SQ affects performance of lecturers in privately-owned universities by measuring the quality services. Based on the questionnaires distributed to lecturers in selected privately-owned universities, this study found that the SQ level among the young lecturers was quite high. It was also revealed that all sub-dimensions of SQ were positive and also significantly affected the performance of the lecturers. The standardised coefficient beta values indicated that the sub-dimensions of Transcendence contributed to 37%, while Meaning contributed to 31% Service Quality. Keywords: service quality, spiritual intelligence, privately-owned university, Malaysia

scholarly journals Community Service Satisfaction Index Information System Using the Web-Based CSS Method (Community Satisfaction Survey) at Statistics Center in Tapaktuan

2021 ◽  
Vol 6 (2) ◽  
pp. 74-82
Author(s):  
Salya Rater ◽  
Fardiansyah ◽  
Safrijah
Keyword(s):  
Service Quality ◽  
Community Service ◽  
Public Service ◽  
Service Providers ◽  
Service Performance ◽  
Service Satisfaction ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Satisfaction Index

The Community Satisfaction Index (CSI) is data and information about the level of community satisfaction from quantitative and qualitative measurement results in obtaining services from public service administrators by comparing their expectations and needs. Public service providers, community service units are faced with many related things. This application system uses the Community Satisfaction Survey (CSS) method, which is an activity carried out using a questionnaire as a research instrument. Community satisfaction services held are not aimed at seeking profit but must prioritize service quality in accordance with the demands, expectations and needs of the people being served. Public service providers are faced with many things related to improving service quality through good performance and  quality of product. And this public service dominates the related agencies. To measure the performance of public service units, elements / indicators are needed to provide an assessment of the performance results of public service units. This system is designed to find out the results of public service performance at the Central Statistics Agency (BPS) in Tapaktuan which is measured based on the unknown Public Service Satisfaction Index. The Community Satisfaction Index (CSI) system aims to determine the level of service performance in Tapaktuan Central Statistics Agency (BPS) in providing services to the community, as well as a vehicle for absorbing community aspirations in the form of suggestions, hopes, as well as complaints about the services that have been provided so far. to be used as guidelines for policy makers, programs and strategies for improving services. One of the efforts to improve the quality of public services as mandated in the Republic of Indonesia Law Number 25 year 2000 concerning the National Development Program, in the Decree of the Minister of State Apparatus Empowerment Number 14 of 2017 concerning guidelines for preparing community satisfaction surveys of public service administration units.

scholarly journals KINERJA LAYANAN DAN KEPUASAN NASABAH MASA PANDEMI COVID-19 PADA BANK BNI CABANG BOGOR

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Queuing System ◽  
Service Performance ◽  
Quality Service ◽  
Analysis Method ◽  
Customer Complaints ◽  
Satisfaction Index

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.  

scholarly journals TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN BRT TRANS TANGERANG PADA KORIDOR 2

LOGISTIK ◽  
2021 ◽  
Vol 14 (2) ◽  
pp. 68-79
Author(s):  
Dadang Suyadi ◽  
Winoto Hadi ◽  
Anita Susanti ◽  
Amalia Yasmin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Performance ◽  
Suitability Analysis ◽  
Customer Expectations ◽  
Final Project ◽  
Very High ◽  
Total Average ◽  
High Criterion

This study aims to measure the level of customer satisfaction with the perception of reality or performance of service quality provided by BRT Trans Tangerang in corridor 2. This Final Project was created using the following method is descriptive quantitative. The sample used to prepare this Final Project is amounted to 100 respondents, namely passengers of BRT Trans Tangerang on corridor 2. The results showed that the reality of the service from BRT Trans Tangerang corridor 2 was in a good criteria with an average values of 3,96 while customer expectations of reality/performance of BRT Trans Tangerang corridor 2 service are at a very high criterion with a total average values of 4,51. The results of the overall suitability analysis obtained a level of conformity of 87,6%, the values is still below 100%. This means that the overall service performance of BRT Trans Tangerang corridor 2 too it’s customers in terms of tangible, reliability, responsiveness, assurance, and empathy is very good but has not fully reached 100% in accordance with customer expectations or interests.

scholarly journals PENGEMBANGAN MODEL SERVICE QUALITY PADA INDUSTRI JASA OTOMOTIF DI ”EIFISIENSI TOUR AND TRAVEL” TULUNGAGUNG

2019 ◽  
Vol 1 (2) ◽  
pp. 111
Author(s):  
Tali roso Susilo ◽  
Sri Rahayuningsih ◽  
Heribertus Budi Santoso
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Service Providers ◽  
Research Process ◽  
Survey Method ◽  
Quality Service ◽  
Service Model ◽  
Customer Complaints ◽  
Transportation Service ◽  
The Village

In this study, an analysis of the development of a quality service model for land transportation service providers, namely Eiffficiency Tour and Travel, is located in the village of Wajak Kidul, Boyolangu District, Tulungagung Regency. In reality, in the field there are still many matters related to service quality ignored by Tour and Travel Efficiency. This is evidenced by the events that occur in the fairly large list of customer complaints. In this study, it refers to the survey method carried out by collecting information from samples obtained from a place with the aim of generalizing the extent to which the population from which the sample was taken. In this final project research, the authors conducted research on transportation service providers. "Efficiency Tour and Travel" in the village of Wajak Kidul Tulungagung refers to the development of a quality service model. The research process used interviews, documentation and questionnaires, with a total of 35 respondents. This research is more effective with the results of the calculation of t count> t table: then Ho is rejected, meaning that there is a significant influence between variable X and variable Y. results 4,927. 2.021: then Ho is rejected, meaning that there is a significant influence between CV services. Eiffficiency Jaya customer satisfaction as a form of model useDalam penelitian ini dilakukan analisis pengembangan model service kualiti pada penyedia jasa transportasi darat yaitu Eifisiensi Tour and Travel yang berkedudukan di desa Wajak Kidul Kecamatan Boyolangu Kabupaten Tulungagung. Dalam kenyataannya di lapangan masih banyak hal-hal yang berkaitan dengan kualitas pelayanan diabaikan oleh Eifisiensi Tour and Travel. Hal tersebut terbukti dengan peristiwa yang terjadi pada daftar keluhan pelanggang yang cukup banyak. Dalam penelitian ini mengacu pada metode survei dilakukan dengan cara menghimpun informasi dari sampel yang diperoleh dari suatu tempat dengan tujuan untuk melakukan generalisasi sejauh populasi darimana sampel tersebut diambil. Dalam penelitian tugas akhir ini, penulis melakukan penelitian di perusahaan penyedia jasa transportasi.”Eifisiensi Tour and Travel” desa Wajak Kidul Tulungagung mengacu pada pengembangan model servis quality. Proses penelitian menggunakan wawancara, dokumentasi dan kuesioner, dengan jumlah 35 responden. Penelitian ini lebih efektif dengan hasil dari perhitungan t hitung > t table: maka Ho di tolak, artinya berarti terdapat pengaruh yang signifikan antara variabel X dengan variabel Y. hasil 4.927. 2.021: maka Ho ditolak, artinya terdapat pengaruh yang signifikan antara pelayanan CV. Eifisiensi Jaya kepuasan pelanggan sebagai bentuk penggunaan model Service Quality

Conceptualising HR outsourcing effectiveness and scale development of HROSERVPERF using PLS-SEM

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Siew Chen Sim ◽  
Maniam Kaliannan ◽  
Mohan Avvari
Keyword(s):  
Scale Development ◽  
Service Quality ◽  
Service Providers ◽  
Manufacturing Firms ◽  
Service Performance ◽  
Future Research ◽  
Structured Interviews ◽  
Content Type ◽  
Performance Dimensions ◽  
Hr Managers

PurposeThis study aims to provide a conceptualisation of HR outsourcing (HRO) effectiveness from a service quality perspective and subsequently develop a scale – HROSERVPERF to measure HRO service performance underpinned S-O-R theory.Design/methodology/approachGrounded on theoretical conceptualisation, literature and information collected through semi-structured interviews, HRO service performance items pool were generated. 257 responses from manufacturing firms in Malaysia that have outsourced their HR were collected. PLS-SEM is used for scale confirmation and validation.FindingsThe conceptualisation of HRO effectiveness and HRO service performance suggests a need for scale development that encompasses service quality-satisfaction-loyalty framework supported by S-O-R theory. Operational improvement, resource alignment and service delivery emerged as the service performance dimensions of HROSERVPERF.Research limitations/implicationsThis study was limited to manufacturing firms in Malaysia, hence little generalisation could be drawn beyond this context. However, this serves as future research opportunities.Practical implicationsHR managers and service providers can employ HROSERVPERF to measure and improve HRO service performance more effectively. Service providers can re-strategise and target their scarce resources to better retain their clients.Originality/valueThis is the first paper that provides HRO effectiveness conceptualisation from a service quality perspective followed by a scale development with formative measures using PLS-SEM underpinned S-O-R theory.

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