The Roles of Customer-Perceived Service Climate, Service Authenticity, and Service Provider Trust in Service Evaluation: The Moderating Effect of Customer Participation

2019 ◽  
Vol 32 (9) ◽  
pp. 1535-1560
Author(s):  
Byungryul Bae
Keyword(s):  
Service Provider ◽  
Service Evaluation ◽  
Moderating Effect ◽  
Customer Participation ◽  
Service Climate ◽  
Climate Service

Effects of service authenticity, customer participation and customer-perceived service climate on customers' service evaluation

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Byung Ryul Bae
Keyword(s):  
Service Evaluation ◽  
Mediating Effect ◽  
Customer Participation ◽  
Service Satisfaction ◽  
Equation Modeling ◽  
Service Climate ◽  
Content Type ◽  
Service Value ◽  
Independent Variables ◽  
Climate Service

PurposeThe purpose of this study is to examine the effect of service authenticity, customer participation (CP) and customer-perceived service climate on customers' service evaluation within the context of smartphone repair services in South Korea. A conceptual model, including customer-perceived service climate, service authenticity, CP, service value and service satisfaction, was proposed and tested.Design/methodology/approachThe authors test the research model using a structural equation modeling approach (Amos) based on a mobile survey of 430 South Korean consumers. The authors design the research based on causal relationships and collect the data using the convenience sampling method.FindingsThe authors found that the independent variables (customer-perceived service climate, service authenticity and CP) have a positive effect on service value as well as service satisfaction. Further, service value has a mediating effect on the relationships between the independent variables and service satisfaction.Originality/valueThis is the first study to examine the effects of smartphone repair service on customers' evaluation. As the number of smartphone users increases, the results obtained from this study will provide important managerial implications for service managers.

scholarly journals Predicting Customers Recommendation from Co-creation of Value, Customization and Relational Value

2017 ◽  
Vol 42 (1) ◽  
pp. 19-35 ◽  
Author(s):  
Gurjeet Kaur Sahi ◽  
Sanjeewani Sehgal ◽  
Rita Sharma
Keyword(s):  
Service Provider ◽  
Customer Participation ◽  
Customer Engagement ◽  
Executive Summary ◽  
The Real Estate ◽  
Relational Value ◽  
House Construction ◽  
Negative Effect ◽  
Antecedents And Consequences ◽  
Positive Word Of Mouth

Executive Summary There are countless illustrations where companies are involving their customers in the creation of products and delivery of services, commonly viewed as co-creation of value (CCV). The present work explores the value co-creation concept in the house construction business that requires maximum customer engagement with the service provider as compared to other subsectors in the real estate. With this background, the present study examined the comprehensive framework of antecedents and consequences of CCV leading to customers’ recommendation in the housing sector. Moreover, the effect of CCV on customers’ recommendation of a service provider is also studied by analyzing the role played by relational value and customized offerings. One of the main findings of the study is that the three pre-conditions, namely customer participation, customer expertise, and resource integration, significantly affect CCV. It was also found that when customers are allowed to participate and are provided with more choices, it leads to a higher level of trust. Thus, CCV has a significant impact on trust. Customers usually promote a service provider through positive word-of-mouth and make actual recommendations to others when he is able to ensure satisfactory services. Hence, the direct relationship of customer satisfaction with recommendation turns out to be significant. Another highlight of the study is that value co-creation is a platform where customers should proactively participate and architects must give shape to this proactiveness by acknowledging their ideas and suggestions. Any ignorance in this process may bring in negative effect of relational value on customer recommendation. Moreover, the effect of trust on customer recommendation is completely mediated by relational value. Thus, the results of the study have some important implications for an architect. Customers ought to be provided with innovative and unique architectural designs such as inspiration taken from different western countries and fusion for bringing variety. Also, an architect should check the feasibility of designs and execution of the plan. An architect can create value from other resource partners involved in the network, that is, by giving reference of the best suppliers for accessories like modular fittings to be used in the kitchen or washroom. Relational value can be created by motivating customers as well as involving customers’ family members in key discussions. Also, being empathetic and understanding about any special need of the customer has a profound impact on the relational value. The customer should be periodically assured about the timely execution of the plans drafted since the completion of a house not only depends on the services of an architect, but also involves a whole network of resource partners, that is, appropriate material, labour, and other suppliers.

scholarly journals Who make customer satisfied in value-cocreating context? A study of tourism and travel industry

2015 ◽  
Vol 18 (4) ◽  
pp. 73-83
Author(s):  
Lien Thi Ngoc Vo ◽  
Thuy Ngoc Pham
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Provider ◽  
Current Paper ◽  
Customer Participation ◽  
Tour Guide ◽  
Resource Advantage Theory ◽  
Travel Industry ◽  
The Impact ◽  
Resource Advantage

Based on resource advantage theory and SDL, value is co-created by both customer and service provider. The question is who make customer satisfied in value co-creating context, provider or customer? To answer this, the current paper develops and tests a model of customer participation behavior, customer oriented behavior and customer satisfaction. Data collection used dyadic method with 1 tour guide and 1 relevant customer. The SEM results show that customer partcipation behavior and customer oriented behavior have possitive effects on customer satisfaction. In which the impact level of customer participation behavior is stronger. Customer participation attitude has strong possitive impact on customer participation behavior. customer oriented behavior did not affect customer participation attitude. Manageral implications were also discussed.

Customers as “partial” employees of organizations: good or bad?

2019 ◽  
Vol 42 (10) ◽  
pp. 1148-1168
Author(s):  
Weiling Zhuang ◽  
Barry J. Babin ◽  
Adilson Borges
Keyword(s):  
Service Provider ◽  
Structural Equation ◽  
Online Survey ◽  
Measurement Model ◽  
Customer Experience ◽  
Two Dimensions ◽  
Information Resource ◽  
Customer Participation ◽  
Equation Modeling ◽  
Content Type

Purpose The purpose of this study is to address the following research questions: How do customer input and service provider (in this study, the terms firm and service provider are used interchangeably) input coproduce customer experience and response? Do different components of customer input influence customer experience differently? Design/methodology/approach Structural equation modeling (SEM) was adopted to conduct tests of the measurement model and the main hypotheses represented in Figure 1. LISREL 8.80 (Jöreskog and Sörbom, 1993) was applied for data analysis in the current study. A survey instrument was designed and used to gather data for use in this study. Data were collected using an online survey administration tool (www.qualtrics.com). Findings The results indicate that two dimensions of customer participation – information resource and codeveloper activities – demonstrate distinct impacts on customers’ responses. Specifically, customer participation (information resource) is negatively related to customer shopping values and satisfaction. However, another dimension of customer participation (codeveloper activities) is positively related to the same outcomes. Originality/value To the best of the authors’ knowledge, this study is among the first to integrate customer participation and customer orientation to understand the phenomenon of customer co-creation. The study applies for a two-dimensional customer input construct and empirically tests their impacts on customer experience. Both utilitarian value and hedonic value are included in the research framework to assess customer value experience.

Order of justice in queues of emerging markets

2020 ◽  
Vol 37 (6) ◽  
pp. 605-616
Author(s):  
Swagato Chatterjee
Keyword(s):  
Social Justice ◽  
Emerging Markets ◽  
Service Provider ◽  
Emerging Market ◽  
Social Systems ◽  
Service Evaluation ◽  
Necessary Condition ◽  
Content Type ◽  
Extant Literature ◽  
First Order

Purpose Extant literature on queuing has identified service queues as social systems where social justice is an important factor for service evaluation. First-order justice, defined as a first-come first-served (FCFS) process, has been found to be a necessary condition of social justice and positive evaluation. Second-order justice, defined as equal waiting time, has been found to be an additional factor which comes into play only when first-order justice is met. This paper aims to show that in the emerging market situation, the above definitions of justice and the order mentioned above does not work. Design/methodology/approach Instead of equal wait, the study has focused on equitable wait, i.e. waiting duration is in sync with the service needs. Three experiments have been performed to establish the hypotheses suggested. Findings FCFS is found not to be the necessary condition as it was in the extant literature and can be relaxed sometimes to get higher service evaluation by ensuring justice from the equitable wait. The study also portrays the interaction effects of the two types of social justice on service evaluation. Moreover, the impact of justice from equitable wait on service evaluations is found to be moderated by perceived personal connect of the service provider and the consumer, perceived importance of system and process and perceived ability of the service provider of capacity improvement and mediated by perceived control of service provider on providing the justice of equitable wait. Research limitations/implications The study contributes toward the understanding of social justice in service queues. It also contributes to the literature of attribution theory and consumer betrayal. Practical implications The study provides suggestions to retail managers in emerging markets to choose queue management strategies depending on the size of the retail shops and consumers’ expectations from them. Originality/value The study introduces the concept of justice from the equitable wait, which is original in the queuing literature to the best of the author’s knowledge. The study also finds a new order of justice in the emerging market scenario.

scholarly journals Service Learning, Service Climate, and Service-Based Social Innovation for Sustainability

2018 ◽  
Vol 10 (7) ◽  
pp. 2566 ◽  
Author(s):  
Lan Li ◽  
Hsin-Chieh Kung ◽  
Fu-Sheng Tsai ◽  
Chih-Fang Liu ◽  
Kun-Hwa Lu
Keyword(s):  
Service Learning ◽  
Social Innovation ◽  
Service Innovation ◽  
Future Research ◽  
Competitive Advantages ◽  
Service Climate ◽  
Research Issues ◽  
Collaborative Advantage ◽  
Climate Service ◽  
Capital Development

How does service-based education influence societal sustainability? Beyond product innovation, service innovation has been emerging as a paradigmatic issue for research. Human resource quality is one vital factor for service innovation. Service human capital development (i.e., education), however, has been relatively neglected in research on sustainability. This conceptual article discusses the chain of relationships between service learning and service climate, service innovation, and societal sustainability. In contrary to the widely spread concept of gaining competitive advantages through individual (organizational) service innovation, we emphasize the collaborative advantage that all individuals can construct together by service innovation to achieve sustainability. To achieve such a goal, the education for service human resources by service learning becomes a foundation. With these propositions, this paper contributes by offering possible future research issues, and by stimulating practice and policy discussions.

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