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Linking service convenience to satisfaction: dimensions and key moderators

Sabine Benoit (Surrey Business School, University of Surrey, Guildford, UK)
Sonja Klose (Department of Business Administration, FOM Hochschule, Essen, Germany)
Andreas Ettinger (Department of Customer Relationship Management, Unitymedia GmbH, Cologne, Germany)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 16 October 2017

Issue publication date: 9 November 2017

2035

Abstract

Purpose

Demand for service convenience, defined as a consumer’s perception of minimized time and effort spent to obtain a service, has increased in conjunction with certain sociocultural and demographic changes. Previous research notes the significance of service convenience, but the importance of different dimensions of service convenience and the role of key moderators affecting the link between convenience and satisfaction (like customer psychographic and sociodemographic characteristics) remain unaddressed. Thus, the purpose of this research is to identify those customer groups for which offering convenience will have the highest leverage to increase satisfaction.

Design/methodology/approach

Two models are developed and tested: a multidimensional model of service convenience with a formative measure of five service convenience dimensions, namely, decision, access, search, transaction and after-sales convenience, and a moderator model hypothesizing different customer psychographic and sociodemographic characteristics (time pressure, shopping enjoyment, age, household size and income) that affect the link between service convenience and satisfaction.

Findings

This study reveals that search convenience, followed by transaction and decision convenience, exerts the greatest influence on the perception of overall service convenience. In addition, those who value service convenience most are high-income, time-pressed consumers in smaller households who experience low shopping enjoyment.

Originality/value

Providers have limited budgets for enhancing their services. Thus, it is important to identify which dimension has the greatest influence on the perception of service convenience and the customer segments for which service convenience is most critical.

Keywords

Citation

Benoit, S., Klose, S. and Ettinger, A. (2017), "Linking service convenience to satisfaction: dimensions and key moderators", Journal of Services Marketing, Vol. 31 No. 6, pp. 527-538. https://doi.org/10.1108/JSM-10-2016-0353

Publisher

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Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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