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

Abstract

Purpose

The 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/approach

The 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.

Findings

The 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/value

This 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.

Citation

Bae, B.R. (2021), "Effects of service authenticity, customer participation and customer-perceived service climate on customers' service evaluation", Asia Pacific Journal of Marketing and Logistics, Vol. 33 No. 5, pp. 1239-1254. https://doi.org/10.1108/APJML-11-2019-0673