Search results

This research aims to provide insight on the interactive effects of service quality and e-service quality on perceptions of retailer brand equity and also extend and test the efficacy of Baker ' s service environment typology in both offline and online service experiences.

A within-subjects, simulated shopping experience immerses consumers in both offline and online shopping environments and, subsequently, consumers are surveyed regarding both offline and online quality as well as aggregated evaluations of retailer brand equity.

Results demonstrate that consumer perceptions of offline and online service quality have a positive effect on retailer brand equity and service quality and e-service quality interact, such that e-service quality has a stronger effect on brand equity offline quality is low. The results also support the application of offline service environment frameworks for online retailing.

The results demonstrate the applicability of Baker ' s typology in both online and offline environments and reveal that customer perceptions of offline and online operations can interact to affect global attitudes toward the retailer.

The results suggest that retailers can improve quality perceptions by enhancing both their offline and online service environments and that these quality improvements can result in enhanced consumer perceptions of brand equity.

This study provides a first look at the applicability of offline frameworks for the service environment in an online context. Moreover, the results provide an initial assessment of how consumers update global attitudes toward a brand by consolidating perceptions across both offline and online interactions.

The purpose of this paper is to demonstrate spill‐over effects from customer perceptions of trust in and satisfaction with a brand to customer evaluations of a retailer and, ultimately, repurchase intentions.

A conceptual model is developed and tested using structural equation modeling. Specifically, recent procedures for assessing direct and mediated effects are adoped.

The findings demonstrate that customer trust in and satisfaction with a retailer mediate the effects of brand trust and satisfaction on customer repurchase intentions.

This research provides a preliminary examination of the relationship between brands, retailers, and consumers. The results suggest that halo effects exist between customer perceptions of brands and retailers. Future research could attempt to discern how this transference from brand to retailer occurs and replicate these findings in other industries or product types.

The findings suggest that managers must realize that perceptions of brands are transferred to the retailers that carry these products. However, in order for customers to return, a retailer must satisfy them and earn their trust, since the effects of brands are indirect.

This paper extends findings of transference in retail service settings by demonstrating that customer evaluations of brands can spill over and influence customer perceptions of a retailer.

The purpose of this paper is to advance a new conceptualization of the service encounter that highlights the role of outcome valence as a key antecedent of customer satisfaction.

This study develops and tests a conceptual model using structural equation modeling. Specifically, it adopts recent procedures for assessing direct, mediated, and moderated effects.

The findings demonstrate that valence has a stronger effect on satisfaction than both functional and service environment quality, that satisfaction fully mediates the effects of valence on behavioral intentions, and that consumer involvement moderates the valence‐satisfaction relationship.

This research draws attention to the fact that valence is an important research topic and researchers should focus attention on how valence might influence customer evaluations of services. Specifically, it is important to replicate these findings across industries, develop models that consider additional moderating influences, and conduct experiments to investigate the relative effects of valence across different service environment and functional quality conditions.

The findings suggest that managers must be aware that valence directly influences customer satisfaction levels and that they can and should account for its effect. Specifically, in some service industries, rewarding employees based on customer satisfaction ratings without controlling for the effects of valence is misguided. Ultimately, failure to account for valence can lead to managerial decisions that may not be in the best interest of the firm.

This paper provides a new look at service encounters and suggests that valence is a critical antecedent of customer satisfaction and, in some instances, outcome valence is a more dominant predictor of satisfaction than service environment and functional quality.

The purpose of this paper is to examine the relationship between service fairness and behavioural intention and the moderating role of demographic variables among retail banking customers.

A four-factor structure consisting of price, procedural, interaction and outcome fairness gleaned from the literature was adopted for the current study. This was used to survey 381 customers of 15 retail banks in Ghana. Exploratory factor analysis and hierarchical regression were used to analyse the hypothesized relationships among the factors.

The paper found support for the existence of the four-factor structure of service fairness in the retail banking industry. The study also found that price, interaction, procedure and outcome fairness in order of importance significantly predict customer’s behavioural intention. In addition, age, education and income of customers were found to moderate the relationship between the dependent and independent variables.

The focus of the study on Ghana and in the banking industry limits the generalizability of the findings. However, the four-factor structure identified could be replicated in other countries, thereby setting the stage for cross-country studies on service fairness in the retail banking industry.

The paper extends the domain of the application of the four-factor structure of service fairness from restaurants to the retail banking industry. As such, it provides bank managers with a plausible framework on service fairness for managing relationship with customers in retail banks.

The March issue of the Journal of Chemical Technology contains the following article, with every word of which we cordially agree. It is gratifying to find that there is one—if only one—of our scientific Journals which has the courage and the patriotism to speak out and to do so in vigorous terms. The indictment of the flabby persons belonging to the Chemical Profession who by their ineptitude and inertia are condoning the bestial crimes of the modern Huns is well‐timed and thoroughly deserved.

The function for the historically Black college and university (HBCU) has always been a hallmark of resolve educational inclusion and justice to promote the Negro identity, and develop social and economic mobility. Yet despite diversity, equity, and inclusion (DEI) determinations popular today, the authors contend that to cater to subpopulations outside of the Black community creates a marginalization and distraction from their historic purpose and legacy. As a necessary function of relevance, the focus of underserved populations on HBCU campuses should, instead, unwaveringly remain on African-Americans, descendants of slaves (DoS). We empirically examine HBCU academic curricula for African-American consciousness that is forward thinking for community advocacy and social justice. Research findings of HBCU course catalogs (N = 98) describe a very limited scope of course titles and descriptions that appear to cultivate intellectual tools to engage in racial and ethnic self-advocacy as a vital role for continued survival. The authors contend that the relevance of HBCU institutions cannot be fully realized and promoted absent a comprehensive understanding of the educational and socioeconomic status of the African-American population. Discussed are the implications and recommendations of how HBCUs will be able to retain their uniqueness and viability of purpose, including the application of social reconstructive theory in practice, as a theoretical framework.

The purpose of this paper is to evaluate the usability of different design methods in understanding the customer experience from a contextual and systemic standpoint.

Three design methods (i.e. personas, observations and collaborative service mapping) were applied to analyze customer experiences in two service settings. These methods’ usability was compared across the two settings.

Personas, as informed by phenomenological interviews, provide insights into the customer’s broader lifeworld context. These insights assist in connecting with and understanding the customer experience from a dyadic customer-firm perspective. The involvement of the customer in service mapping activities supports the validation of findings and gives access to experience dimensions beyond the immediate service setting.

The analysis is limited to three design methods and is based on small samples. Future research should systematically review design methods to provide a basis for a more comprehensive evaluation.

To successfully capture the contextual and systemic nature of the customer experience, managers should apply interpretive approaches and actively involve selected customers as “experts of their experiences”. The study provides guidelines on how design methods can be combined and applied to a more holistic customer experience analysis.

The paper shows that design methods, when applied in a combined form, can support an analysis that captures both in-depth insights into the customer’s lifeworld and the complexity of value constellations.

The purpose of this paper is to present the role and contribution of natural language processing techniques, in particular negation detection and word sense disambiguation in the process of Semantic Annotation of Archaeological Grey Literature. Archaeological reports contain a great deal of information that conveys facts and findings in different ways. This kind of information is highly relevant to the research and analysis of archaeological evidence but at the same time can be a hindrance for the accurate indexing of documents with respect to positive assertions.

The paper presents a method for adapting the biomedicine oriented negation algorithm NegEx to the context of archaeology and discusses the evaluation results of the new modified negation detection module. A particular form of polysemy, which is inflicted by the definition of ontology classes and concerning the semantics of small finds in archaeology, is addressed by a domain specific word-sense disambiguation module.

The performance of the negation dection module is compared against a “Gold Standard” that consists of 300 manually annotated pages of archaeological excavation and evaluation reports. The evaluation results are encouraging, delivering overall 89 per cent precision, 80 per cent recall and 83 per cent F-measure scores. The paper addresses limitations and future improvements of the current work and highlights the need for ontological modelling to accommodate negative assertions.

The discussed NLP modules contribute to the aims of the OPTIMA pipeline delivering an innovative application of such methods in the context of archaeological reports for the semantic annotation of archaeological grey literature with respect to the CIDOC-CRM ontology.

The purpose of this study is to examine the consumer-side effects of “under new management” (UNM) signs. The authors integrate cue-utilization theory and relevance theory to guide hypotheses about the conditions under which these signs are and are not beneficial.

Two consumer-based experiments were used to examine the quality and reputation effects of restaurants signaling a management change on potential and existing customers.

The results suggest that positive and negative effects are possible. The direction of these effects is contingent upon consumers’ prior experience, type of service (i.e. search/experience) and the relevance of the signal.

The study is limited to one industry (i.e. restaurants) and examines the effects of market signals on perceived quality and reputation. In addition, this research brought forth the notion of “signal relevance” and suggested that it may be explicitly tied to attributions. However, this assertion must examine multiple signals (relevant/irrelevant) and their contingent effects on consumer perceptions.

The findings advise businesses to use caution when using signals such as an “UNM” sign, as they appear to have different effects depending on the experience of the consumer with the service and the relevance of the signal.

This research contributes to the literature on cue utilization theory to understand the effects of marketplace cues on consumer perceptions. It contributes to marketing theory and practice by proposing a model of cue effects based on prior customer experience, type of service and cue relevance.