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Article
Publication date: 12 September 2016

Hsuan-Hsuan Ku and Chih-Yun Huang

The purpose of this paper is to investigate consumers’ responses to unsolicited cross-selling of supplementary paid-for services made during delivery of a core service, and the…

Abstract

Purpose

The purpose of this paper is to investigate consumers’ responses to unsolicited cross-selling of supplementary paid-for services made during delivery of a core service, and the contextual and personal variables moderating those responses.

Design/methodology/approach

Three formal experiments test the effect on participants’ responses of the perceived relevance of the supplementary service to the core service, personal psychological reactance, in the case of a high-relevance supplementary service, and self-monitoring, in scenarios in which a low-relevance supplementary service is proposed either in public or privately.

Findings

The experiments found that participants’ satisfaction ratings were reduced in response to cross-selling of a supplementary service that was of low relevance to the core service, and that satisfaction ratings if it was perceived to be of high relevance compared were not reduced despite the unsolicited attempt at cross-selling. However, the non-negative response to a high-relevance offer was limited to participants with a lower tendency to reactance. Furthermore, a high predisposition to self-monitoring evoked more positive judgments if a low-relevance supplementary service was proposed in public rather than privately. That of low self-monitors was no different in either case.

Originality/value

This paper examines the trade-off faced by a service provider between customer satisfaction and extra revenue from supplementary services, and explores conditions under which a provider can propose unsolicited supplementary services without offending customers.

Details

Journal of Service Theory and Practice, vol. 26 no. 5
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 1 February 1999

Ronald James Ferguson, Michèle Paulin, Charles Pigeassou and Romain Gauduchon

This study assessed the technical (tangible) and functional (human interaction) quality of services in a first‐class international health resort and related these to service

2732

Abstract

This study assessed the technical (tangible) and functional (human interaction) quality of services in a first‐class international health resort and related these to service management effectiveness. Service management is effective when customers judge the overall service quality to be good, they are highly satisfied, they are willing to recommend the firm to others and they intend to re‐purchase or are predisposed to purchase additional services from the firm. The technical and functional aspects of services quality and their relation to service management effectiveness, were found to be different between the core and supplementary services, between customers and service personnel and between customers with and without experience. The results support the statement that competitive advantage in this industry can be obtained by improving the functional aspects of services management, by better performance of supplementary services and by reducing the gap in perceptions between customers and contact personnel.

Details

Managing Service Quality: An International Journal, vol. 9 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 October 2001

Allard C.R. van Riel, Veronica Liljander and Petra Jurriëns

The commercial importance of e‐services, accessed via Internet or mobile phone, grows steadily. There is a clear need to develop a better understanding of how consumers evaluate…

7905

Abstract

The commercial importance of e‐services, accessed via Internet or mobile phone, grows steadily. There is a clear need to develop a better understanding of how consumers evaluate these services and develop e‐loyalty. An empirical study of an Internet portal was tied in with extant theories about service quality, customer satisfaction and loyalty. Data were collected by means of an on‐line survey. The effect of customer satisfaction with three service components on value perception and overall satisfaction was measured. Customers’ overall satisfaction was influenced by their satisfaction with the core service, supplementary services and the user interface. A strong positive effect of overall satisfaction on the intention to continue using the portal was found. Noteworthy was the predominant effect of satisfaction with supplementary services on value perception. No significant direct effects were found of satisfaction with the user interface on value perception. Some implications as well as future research directions are provided.

Details

International Journal of Service Industry Management, vol. 12 no. 4
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 27 April 2010

Margee Hume and Gillian Sullivan Mort

Organizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and

11803

Abstract

Purpose

Organizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and complex services in the performing arts, find this difficult. Knowledge of the role of emotions in customer judgments is negligible. The relationship of core service quality and peripheral quality on repurchase intent is also understudied. This paper aims to model and test the interrelationship of these constructs in predicting repurchase intention in a performing arts context.

Design/methodology/approach

A survey instrument tailored to the performing arts was administered to a sample of 250 past and present performing arts audience members, with responses examined using structural equation modeling.

Findings

Results indicate repurchase intention is largely based on satisfaction mediated by perceived value. Core service quality, appraisal emotion and peripheral service quality influence perceived value for time and money, with core service quality and peripheral service quality in turn influencing appraisal emotion. Appraisal emotion directly affects customer satisfaction but has no direct relationship to repurchase intention. Peripheral service quality, however, directly affects repurchase intention.

Practical implications

Evidence suggests expansion of the strategic focus to include peripheral services in order to maximize repurchase. Core service quality, (the act) affects repurchase intent through an indirect path mediated by appraisal emotion, which does not directly influence repurchase intent. Appraisal emotions are influential in determining perceived value.

Originality/value

This is the first known paper combining this system of relationships including the influence and role of appraisal emotion in the performing arts context.

Details

Journal of Services Marketing, vol. 24 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 5 May 2021

Joby John and Ramendra Thakur

This paper aims to propose an approach to examining the long-term impact of the COVID-19 pandemic on business, which presents a unique opportunity to study a hitherto-unavailable…

2988

Abstract

Purpose

This paper aims to propose an approach to examining the long-term impact of the COVID-19 pandemic on business, which presents a unique opportunity to study a hitherto-unavailable business scenario.

Design/methodology/approach

A conceptual framework is suggested to study the ability of a service firm to make adaptations to pandemic conditions based on the nature of its services: namely, the act of production and the type of recipient and the predisposed ability of the customer to accept the service firm’s adaptations to social distancing restrictions. Under this framework, it is demonstrated that service adaptations made due to COVID-19 business restrictions and the customers’ acceptance of them determine whether these changes are likely to become permanent.

Findings

A classification scheme is developed to determine four classes of service firms’ adaptations to their normal course of business made under pandemic conditions and suggestions given on how to project which adaptations may persist beyond the pandemic and why.

Research limitations/implications

A conceptual framework grounded on Lovelock classification to present projections needs to be empirically tested.

Practical implications

Managerial insights based on the study and suggestions for research on what business practices are most likely to be permanently changed in a post-pandemic world for services are offered.

Originality/value

Using two of Lovelock’s dimensions pertaining to the nature of production and delivery of the service, four categories are proposed based on two characteristics: service adaptability and customer acceptance. The Technology Acceptance Model 2 (TAM2) model is extended to predict service adaptations, which are most likely to become permanent in a post-pandemic world.

Article
Publication date: 1 August 1999

Christopher H. Lovelock

Defines transnational strategy as the integration strategy formulation and implementation across all countries in which the company elects to do business, in contrast to a…

17946

Abstract

Defines transnational strategy as the integration strategy formulation and implementation across all countries in which the company elects to do business, in contrast to a multidomestic (or “multilocal”) approach that provides for independent development and implementation of strategy by management units within each country. Asks how different types of service firms should move from multidomestic strategies, to the creation of a truly transnational strategy. Considers three perspectives: first, the nature of services marketing in a large federal country like the USA; second, the drivers that stimulate the internationalization of an industry and the different ways in which they apply to three broad types of services; and third, how the concept of core and supplementary services can be applied to both standardization and customization of services in a global setting.

Details

Journal of Services Marketing, vol. 13 no. 4/5
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 July 2001

Debra Grace and Aron O’Cass

The quality of service delivery and maintenance of service performance relationships potentially depend on the extent to which service providers and service receivers share…

3032

Abstract

The quality of service delivery and maintenance of service performance relationships potentially depend on the extent to which service providers and service receivers share similar beliefs about a service and its delivery. Congruent expectations facilitate maintenance of service relationships, while disparate cognitions of expectations encumber and work toward terminating relationships (switching behavior). An empirical investigation of service switching in a child‐care setting reveals that highly educated child‐care consumers place more importance on the service encounter, and are more likely to engage in negative word‐of‐mouth about the service in the event of failure. However, in terms of service switching, the perceptions of child‐care providers are significantly different from those of consumers when attributing causes of switching, and examining post‐switching behavior. Provides practical implications for childcare providers, and service providers, in general.

Details

Journal of Services Marketing, vol. 15 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 December 2001

Rajshekhar G. (Raj) Javalgi, Bob D. Cutler and William A. Winans

The objective of this paper is to examine the country of origin (COO) research as it applies to services. This stream of research has seemed to focus on products since the 1960s…

3888

Abstract

The objective of this paper is to examine the country of origin (COO) research as it applies to services. This stream of research has seemed to focus on products since the 1960s, but has been applied to services in only a very few areas. This dearth of research is surprising as trade in international services has increased greatly in recent years and continues to grow. This study thoroughly examines the related journal articles and attempts to answer the question: “Does COO research apply to services?” Our investigation found three classes of literature focusing on services, and details the studies in each. The study concludes with recommendations for future research.

Details

Journal of Services Marketing, vol. 15 no. 7
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 December 2004

Masaaki Kotabe and Janet Y. Murray

Global procurement of service activities has received an increasing amount of managerial attention in recent years. Service firms seem to have begun sourcing part of their service

10433

Abstract

Global procurement of service activities has received an increasing amount of managerial attention in recent years. Service firms seem to have begun sourcing part of their service activities from abroad in much the same way as manufacturing firms have sourced components and finished goods in the past 30 years. However, little is known about the nature of service global sourcing strategy. In this study, we examine the differences in the characteristics of core service activities provided by service firms that market pure service activities versus those service firms that market service activities which involve tangible goods, and the extent to which both types of service firms engage in internal and foreign sourcing of core service activities before the service activities are provided to their customers. The results show, among others, that the level of inseparability of core service activities performed and/or sourced by “pure” service firms is significantly higher than that of “non‐pure” service firms and that “non‐pure” service firms consider foreign sourcing drivers as much more important factors in influencing the decisions in selecting potential suppliers for core service activities. Managerial and theoretical implications are explored.

Details

International Marketing Review, vol. 21 no. 6
Type: Research Article
ISSN: 0265-1335

Keywords

Article
Publication date: 26 February 2019

Marc Dressler and Ivan Paunovic

The purpose of this study is to provide insight into characteristics of visitor demand for a regionally oriented vinotheque (wine bar and shop) at a UNESCO world heritage…

Abstract

Purpose

The purpose of this study is to provide insight into characteristics of visitor demand for a regionally oriented vinotheque (wine bar and shop) at a UNESCO world heritage destination in Germany. The research especially focuses on expected offer components for a wine bar and shop, including wine-related products and services, to test the theoretical notion of blurred division between product and service offerings. The literature review has revealed that implications of this conceptual notion on wine bar and shop offer creation could be profound as there are different types of wine bar and shops with different product–service combinations. Moreover, the offer creation needs to take into account the overall needs of wine bar and shop visitors and consider them as experience seekers and not necessarily utility-maximizing players. In this sense, the paper expands previous research on vinotheques that primarily took the wine retail perspective.

Design/methodology/approach

The study deals with wine-related sales, offer design and the importance of tourism and hospitality for wine sales in a non-growing wine market. However, the concept of increasing wine sales through tourism and hospitality brings to the forefront the issues of creating integrated offerings of products and services. This is why, the study deploys the concepts of hybrid products and experience economy. The primary data have been collected via self-administered, paper-based questionnaire (Appendix 2) amongst visitors at the St. Goar/Loreley tourist destination. The goal has been to reveal the importance of a wine bar and shop as a wine sales channel, whether visitors are interested in visiting a wine bar and shop, what major expectations they have entering a vinotheque, as well as what major offer components of products and/or services are they interested in. Total sample size was N = 400. Major statistical procedure deployed was descriptive statistics, as well as PCA (principal component analysis) of expectations and offer analysis in regards to products and services.

Findings

By deploying the PCA on the data regarding interest in buying wine-related products and services, three offer configurations have been extracted, out of which only one is purely related to products, whilst the other two are hybrid products, meaning a combination of wine-related products and services. Relevance of architectural design illustrates that visitors also seek experience. These findings confirm previously discussed theories on the importance of integrating products and services into hybrid products and creating experience with a suitable combination of products and services.

Research limitations/implications

Data collection has taken place in a confined timeframe (two summer months). No active measures have been taken to ensure the validity of the sample through quotas or similar techniques. The research sample and location are somewhat limited for making conclusions in other geographical regions, but replicating the study in different contexts can add to the comparability of the results on the level of Germany, but also internationally. The empirical evidence for superior customer value of hybrid offerings and integrating services into product-centric offer design is of paramount importance for selling wine in a highly competitive market in absence of market growth. Wine bar and shop allows to differentiate the offer by creating wine-related experience through a combination of product (wine and wine-related products), hospitality/gastronomic services and tourism services. The insights also illustrate the idea of new market opportunities via connecting converging industries.

Practical implications

The study contributes to close a gap identified in the literature review that German wineries lag wine-tourism activities. It provides advice in regards to offer design and hybrid offerings and an experiential experience supported by architectural design. Such an approach offers the potential to win market share in a non-growing market – an ambition of the players in the market but also an obvious challenge.

Social implications

The findings contribute to regional development. Furthermore, arguments for cooperative behavior are provided. This should also help to minimize free ridership and its negative social implications.

Originality/value

The paper adopts a multidisciplinary approach to the creation of wine bar and shop offer. The results point out that offerings should be created around a core wine tourism product – regional and cellar door offer – and be expanded by “food design” – components, attractive architectural elements, as well as web shop services, thereby creating an advanced wine-related experience. It confirms the importance of theoretical concepts such as experience economy, hybrid products and solution provision in the case of wine bar and shop, by testing these concepts on the group of visitors at a German wine and cultural destination.

Details

International Journal of Wine Business Research, vol. 31 no. 1
Type: Research Article
ISSN: 1751-1062

Keywords

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