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Article
Publication date: 1 October 1997

Henk Roest and Rik Pieters

Aims to explicate the relationships between, and restrict the domains of, perceived service quality, perceived product value, product attitude, and customer…

Abstract

Aims to explicate the relationships between, and restrict the domains of, perceived service quality, perceived product value, product attitude, and customer satisfaction/dissatisfaction. Uses conceptual dimensions to explore similarities and differences between perceived service quality and related constructs. States that the conceptual analysis shows similarities, differences and inter‐relationships which are not always recognized in service quality research and management and suggests avenues for future research.

Details

International Journal of Service Industry Management, vol. 8 no. 4
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 August 1995

Rik Pieters, Kitty Koelemeijer and Henk Roest

When assimilation processes occur, expectations have a directimpact on experiences, and experiences bias the memory for priorexpectations. Reports the results of two…

Abstract

When assimilation processes occur, expectations have a direct impact on experiences, and experiences bias the memory for prior expectations. Reports the results of two studies which examine assimilation processes using path analysis. Formulates implications and recommendations for service management and for research.

Details

International Journal of Service Industry Management, vol. 6 no. 3
Type: Research Article
ISSN: 0956-4233

Keywords

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Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-723-0

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Book part
Publication date: 1 January 2005

Naresh K. Malhotra

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-723-0

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Article
Publication date: 7 September 2015

M.L.C. Herijgers and Henk L.W. Pander Maat

Complex decision-making is often supported not by single messages but by multichannel communication packages that need to be evaluated in their own right. The purpose of…

Abstract

Purpose

Complex decision-making is often supported not by single messages but by multichannel communication packages that need to be evaluated in their own right. The purpose of this paper is to present a new analytic approach to this package evaluation task combining textual analysis, functional analysis (FA) and media synchronicity theory.

Design/methodology/approach

The authors combine textual analysis, FA and media synchronicity and demonstrate this in a single case analysis of a multichannel communication package offering mortgage information.

Findings

When applied to a mortgage communication package for consumers, the evaluation reveals significant problems concerning the contents and timing of mortgage information and the channels chosen to convey it.

Research limitations/implications

This paper outlines a new direction for evaluating multichannel consumer information, in that it does not focus on user channel preferences but on channel requirements stemming from the communicative task to be performed.

Practical implications

This paper enables designers to optimize the design of multichannel communication packages and its individual components to support customer’s decision-making processes with regards to complex products.

Social implications

Improving information to guide complex decision-making processes leads to better informed consumers.

Originality/value

Research into effective multichannel communication within marketing is in its infancy. This paper offers a new perspective by focusing on channel requirements stemming from the communicative task rather than consumers’ channel preferences.

Details

International Journal of Bank Marketing, vol. 33 no. 6
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 12 January 2015

Jason Flores and Arturo Z. Vasquez-Parraga

This study’s aim is to investigate whether offering a co-production opportunity as a choice or as the only means of service rendering influences customer value creation…

Abstract

Purpose

This study’s aim is to investigate whether offering a co-production opportunity as a choice or as the only means of service rendering influences customer value creation and satisfaction. This research incorporates two empirically supported sources of co-created value, relational and economic, and it investigates a new dimension of co-created value, individual value. The study focus supports the need for more empirically based guidance for the management and design of co-creation processes.

Design/methodology/approach

A 2 × 2 between-subjects experimental design was utilized to test the choice/no-choice condition. Data were collected through a survey of 214 respondents who were selected on the basis of their familiarity with the context of the experimental scenarios.

Findings

The results show that co-production as an option for service rendering has a stronger positive impact on value creation than does the context when co-production is necessary. Choice was found to positively influence relational and economic value. Value creation was found to mediate the choice and satisfaction relationship. Individual value had the strongest relative impact on satisfaction but was not significantly related to choice.

Practical implications

Designers and managers of co-production-enabling processes can enhance customer and organizational outcomes simply by offering customers a choice when considering whether or not to engage in co-production.

Originality/value

This originality of this study lies in the supporting evidence found for the influence of choice on value creation and the empirical corroboration for individual value creation as a source of co-created value. The on-line context of this study in this context is also novel.

Details

Journal of Consumer Marketing, vol. 32 no. 1
Type: Research Article
ISSN: 0736-3761

Keywords

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