The Impact of Servicescape on Customer Experience Quality through Employee-to-customer Interaction Quality and Peer-to-peer Interaction Quality in Hedonic Service Settings

2015 ◽  
Vol 17 (2) ◽  
pp. 73
Author(s):  
Beomjoon Choi ◽  
Hyun Sik Kim
Keyword(s):  
Peer Interaction ◽  
Customer Experience ◽  
Peer To Peer ◽  
Interaction Quality ◽  
Customer Interaction ◽  
The Impact

The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings

2016 ◽  
Vol 30 (4) ◽  
pp. 384-397 ◽  
Author(s):  
Hyun Sik Kim ◽  
Beomjoon Choi
Keyword(s):  
Customer Experience ◽  
Citizenship Behavior ◽  
Communication Quality ◽  
Content Type ◽  
Quality Perception ◽  
Interaction Quality ◽  
Customer Interaction ◽  
Mass Service ◽  
Audience Interaction ◽  
Customer Citizenship Behavior

Purpose Creating superior customer experience quality is important to firm success, but the link between customer experience quality and customer-to-customer interaction quality – a critical component of customer experience quality in mass service settings – has seldom been spotlighted. This paper aims to propose and test a theoretical model of the relationship among three types of customer-to-customer interaction quality (friend-interaction, neighboring customer-interaction and audience-interaction) and customer experience quality. They also examine these variables’ effects on customer citizenship behavior in mass service settings. Design/methodology/approach The authors collected data through a self-administered survey. The proposed relationships were tested using structural equation modeling. Findings Friend-interaction and audience-interaction quality perceptions significantly influence customer experience quality, with neighboring customer-interaction quality perception significant only for low communication quality. We find that enhancing customer experience quality is crucial to promoting citizenship behavior in mass service settings. Practical implications Neighboring customer-interaction quality perception has a significant effect on customer experience quality, particularly in a low communication quality situation. Therefore, service marketers should provide effective neighboring customer-interaction management schemes to enhance experience quality together with friend-interaction and audience-interaction management schemes when customers experience low communication quality. Additionally, service marketers should focus on enhancing communication quality only when anticipating low neighboring customer-interaction quality. Originality/value The findings highlight the effects of three types of customer-to-customer interaction quality on customer citizenship behavior through experience quality perception in mass service settings, and the effect of neighboring customer-interaction quality perception on customer experience quality, moderated by communication quality.

Servicing through digital interactions andwell-being in virtual communities

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cindy Yunhsin Chou ◽  
Wei Wei Cheryl Leo ◽  
Tom Chen
Keyword(s):  
Social Support ◽  
Social Interaction ◽  
Social Integration ◽  
Virtual Communities ◽  
Well Being ◽  
Helping Behavior ◽  
Content Type ◽  
Interaction Quality ◽  
Customer Interaction ◽  
The Impact

Purpose Applying social exchange theory as the theoretical basis, this paper aims to examine the impacts of two forms of digital social interaction on social well-being and helping behavior of customers: moderator–customer interaction quality and customer–customer social support. Furthermore, this paper investigates customer exchange ideology as a moderator of these impacts. Design/methodology/approach This paper adopted a purposive sampling method for survey materials sent to customers of firm-hosted virtual communities (FHVCs) using a consumer panel service company. The self-administered survey was developed from existing scales, and 265 usable responses were obtained. Findings Both forms of digital social interaction within FHVCs positively impact social well-being, which in turn positively influences helping behavior in the community. Social well-being is decomposed into social integration and social contribution, and each partially mediates the impact of customer–customer social support and moderator–customer interaction quality on helping behavior. This finding provides greater explanatory power for the role that digital social interactions have in predicting customer helping behavior in an FHVC. In addition, an exchange ideology positively moderates the impact of customer–customer social support on helping behavior via social integration. Originality/value This paper demonstrates that resource exchange dynamics occur digitally within FHVCs, which then affect social well-being and helping behaviors in customers. From a practical point of view, this study indicates the potential that digital interactions have in generating social and economic value through helping behaviors.

scholarly journals ANTESEDEN DAN KONSEKUENSI DARI CUSTOMER SATISFACTION PADA RUMAH SAKIT UMUM DAERAH DI SURABAYA

2015 ◽  
Vol 8 (1) ◽  
pp. 15
Author(s):  
Sri Mulyono Joko Purnomo Purnomo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Medical Personnel ◽  
Peer To Peer ◽  
Brand Attitude ◽  
Good News ◽  
Quality Outcomes ◽  
Interaction Quality ◽  
The Impact

<p>The background of this study was to entrust the health services to hospitals on quality, consumers will<br />have the brand attitude, brand attitude of consumers to the brand overall evaluation. Or a positive<br />assessment of the brand can lead customers into believing the services provided so that the company<br />believes this attitude that led to patient satisfaction and intent to return again using the same<br />service.Customer satisfaction is the impact of the quality of the results, the quality of the interaction,<br />the quality between the patient and the patient and medical personnel. When quality reliable which<br />has prestige in this regard may lead the consumer to use the services and then the attitude of loyalty is<br />formed. With the level of consumer loyalty can deliver a positive attitude towards the Hospital that<br />consumers can trust and become advocates in maintaining quality. The aim of this study was to<br />analyze the effect of the importance of quality outcomes, Interaction Quality and Peer-to-peer Quality<br />to create the Customer Satisfaction which would impact on Customer Loyalty. This study design using<br />hypothesis testing aims to examine the relationship between the variables studied. a sample of 150<br />patients were examined you ever come to hospitals Surabaya. The sample used was purposive<br />sampling. The model used is based on research criteria. Analysis of the data used in this study were<br />collected by using questionnaires, by providing a written statement to the respondent. In addition, the<br />respondents to respond to the statement given. Questionnaires were administered closed and where<br />the answer is already available, In this study before distributing questionnaires to test the validity and<br />reliability of research instrument to get a measuring instrument valid and reliable. Results of this study<br />concluded that the Outcome Quality, Interaction Quality, Peer-to-peer Quality positive and significant<br />impact on Customer Satisfaction. Customer Satisfaction positive and significant impact on customer<br />loyalty. Overall service hospital in Surabaya, especially Hospital Dr Soetomo give pelyanan good, the<br />service pleasant, decent and positive so that the patient or the consumer will invite friends and family<br />to seek treatment in hospitals in Surabaya is and respondents did not miss the opportunity to tell<br />others things -it is good about the hospital in Surabaya. If consumers hear bad news or negative about<br />the hospital in Surabaya, consumers will straighten that is not good news because consumers are sure<br />to invite friends and family to the hospital in Surabaya for treatment.<br />Keywords : Quality outcomes, interaction quality and peer-to-peer quality, customer satisfaction and<br />customer loyalty.</p>

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA KORPORASI TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN

2014 ◽  
Vol 7 (2) ◽  
pp. 91
Author(s):  
Fransisca Sandra Christina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Peer To Peer ◽  
Corporate Image ◽  
Primary Data ◽  
Outcome Quality ◽  
Interaction Quality ◽  
The Impact

<p>The background of this research is Customer loyalty as a competitive advantage in service<br />industry. The objective of this research is to examine the impact of Service quality, Corporate<br />image on Customer loyalty through Customer satisfaction. The design of this research applies<br />primary data obtained by distributing questionnaires to 200 patients of Womens’s and Children’s<br />Hospital in Jakarta. Data analysis method used in this research is Structural Equation Model<br />(SEM). The result of this research concludes that there is positive impact Interaction quality,<br />Peer-to-peer quality, Corporate image toward Customer satisfaction, and there is positive impact<br />Interaction quality, Peer-to-peer quality, Corporate image, Customer satisfaction toward<br />Customer loyalty. Meanwhile, there is no positive impact Outcome quality towards Customer<br />satisfaction and Customer loyalty.<br />Keywords: Service quality, Outcome quality, Interaction quality, Peer-to-peer quality, Corporate<br />image, Customer satisfaction, Customer loyalty</p>

scholarly journals TEENS AND THE HANG OUT LIFESTYLE: WHAT DRIVES TEENS SATISFACTION AND ATTITUDINAL LOYALTY?

2019 ◽  
Vol 34 (1) ◽  
pp. 35
Author(s):  
Risca Fitri ayuni
Keyword(s):  
Physical Environment ◽  
Subjective Experience ◽  
Customer Experience ◽  
Partial Least Square ◽  
Least Square ◽  
Three Dimensions ◽  
Attitudinal Loyalty ◽  
Customer Interaction ◽  
Hedonic Quality ◽  
The Impact

Introduction: Satisfying teens consumer group is critical to retain a larger market share in the future. Creating teens’ experience and value seems to be fundamental for enhancing both satisfaction and loyalty in cafes industry. Background Problem: This study examines the impact of customers’ experiences and the hedonic quality on teenagers’ satisfaction and attitudinal loyalty. Novelty: This study provides a new and comprehensive model of customer experience by adding hedonic value as a subjective experience to evaluate satisfaction and attitudinal loyalty. Research Method: Questionnaires were used to collect the data. Purposive sampling was chosen to select the respondents. Two hundred Indonesian teens participated in this study. In order to achieve the aim of this study, SPSS 23 and Partial Least Square (PLS) 3 were used. Seven out of ten hypotheses proposed in the study were supported. Findings: Three dimensions of customer experience (staff interaction, customer interaction and physical environment) have a significant effect on customers’ satisfaction, but only one dimension (physical environment) has an effect on customers’ attitudinal loyalty. An additional finding of this research is that all the hedonic quality dimensions (except hedonic emotional) have an effect on customers’ satisfaction. Lastly, customers’ satisfaction has a significant effect toward customers’ attitudinal loyalty. Conclusion: The findings suggested that a cafe’s manager or owner should pay attention to their customers’ experiences and their hedonic quality, in order to create customer satisfaction and enhance their attitudinal loyalty toward the cafe.

Sign in / Sign up

Export Citation Format

Share Document