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Article
Publication date: 1 August 2004

Mahn Hee Yoon, Jai Hyun Seo and Tae Seog Yoon

This paper examines several sources of support for contact employees in service encounters. These sources of support, including organization support, supervisory support…

Abstract

This paper examines several sources of support for contact employees in service encounters. These sources of support, including organization support, supervisory support, and customer's participation, are proposed to affect the attitudes and behaviors of employees, and consequently affect customer's perceptions of employees' service quality. This study, which combines perceptions from customers and their contact employees, shows that three sources of support for employees contribute significantly to job satisfaction and employee service quality, while perceived organizational support and customer participation affect service effort. Also, the empirical results indicate that both employee service effort and job satisfaction play strong, central roles in determining customers' perceptions of employee service quality. They were found to be effective mediators linking employees' cognitive appraisal of various sources of support to service quality.

Details

Journal of Services Marketing, vol. 18 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 14 August 2019

So-Hyun Lee, Su-Jin Choi and Hee-Woong Kim

Social network services (SNS) gifting is a new business model, but many SNS providers continue to face challenges as they explore ways to increase their revenues from…

Abstract

Purpose

Social network services (SNS) gifting is a new business model, but many SNS providers continue to face challenges as they explore ways to increase their revenues from gifting. The purpose of this paper is to examine the key factors involved in gift giving via SNS platforms.

Design/methodology/approach

This study adopts a mixed methods approach through qualitative and quantitative research. In the first stage (qualitative study), the authors extract factors from interviews with users of SNS gifting services. In the second stage (quantitative study), the authors interpret decisional factors explored in the first stage on the basis of customer value theory, develop a research model and empirically test it.

Findings

The results show that five factors – convenience of SNS gifting, symbolic representation of SNS gifting, relationship support of SNS gifting, pleasure of SNS gifting, and an SNS gifting norm – directly or indirectly affect SNS gifting decisions.

Research limitations/implications

This study contributes to electronic commerce research by extending the customer value theory and adding to the literature on SNS gifting and gift giving in general.

Practical implications

The study informs SNS providers regarding the promotion of SNS gifting services for revenue generation.

Originality/value

This study is among the first to comprehensively examine decision-making in SNS gifting through the lens of customer value theory.

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