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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.
When assimilation processes occur, expectations have a directimpact on experiences, and experiences bias the memory for priorexpectations. Reports the results of two…
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.
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…
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.
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.
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.
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.
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.
Improving information to guide complex decision-making processes leads to better informed consumers.
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.
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…
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.
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.
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.
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.
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.