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Article

Hsiu Ju Rebecca Yen and Kevin P. Gwinner

The application of technology‐based self‐service in service delivery has grown rapidly in recent years, but our current understanding of customer retention and…

Abstract

The application of technology‐based self‐service in service delivery has grown rapidly in recent years, but our current understanding of customer retention and satisfaction in such contexts remains limited. This paper proposes a conceptual framework that utilizes the construct of relational benefits to explain the link between Internet‐based self‐service technology attributes and customer loyalty and satisfaction. The framework posits that confidence and special treatment benefits mediate the impact of Internet self‐service technology attributes on customer loyalty and satisfaction. The results of an empirical study using two contexts finds support for a fully mediated model. That is, confidence benefits mediate the impact of perceived control and performance on customer loyalty and satisfaction, while special treatment benefits mediate the relationship of efficiency and convenience with customer loyalty and satisfaction. The findings afford not only practical implications for marketers but also directions for future research on customer relational benefits and Internet‐based self‐service.

Details

International Journal of Service Industry Management, vol. 14 no. 5
Type: Research Article
ISSN: 0956-4233

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Article

Dwayne D. Gremler, Kevin P. Gwinner and Stephen W. Brown

In this study, we hypothesize and empirically test the proposition that interpersonal bonds, or relationships between employees and customers, can significantly influence…

Abstract

In this study, we hypothesize and empirically test the proposition that interpersonal bonds, or relationships between employees and customers, can significantly influence positive word‐of‐mouth (WOM) communication. Such influence may be especially true for many services, particularly in situations where a relationship has developed between the customer and individual service providers. In this study we look at four dimensions of interpersonal bonds: trust, care, rapport, and familiarity. We contend that as a customer’s trust increases in a specific employee (or employees), positive WOM communication about the organization is more likely to increase and such trust is a consequence of three other interpersonal relationship dimensions: a personal connection between employees and customers, care displayed by employees, and employee familiarity with customers. These propositions are investigated using data collected from bank customers and dental patients, and we find empirical support for all but one of our hypotheses. A key finding is that the presence of interpersonal relationships between employees and customers is significantly correlated with customer WOM behavior. We conclude with a discussion of how interpersonal relationships between customers and employees might be fostered in order to increase the likelihood of customer WOM behavior.

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International Journal of Service Industry Management, vol. 12 no. 1
Type: Research Article
ISSN: 0956-4233

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Book part

Thorsten Hennig-Thurau, Kevin P. Gwinner, Dwayne D. Gremler and Michael Paul

Customer relational benefits have been identified as a driving motivation for consumers to engage in long term relationships with service providers. Such benefits can be…

Abstract

Customer relational benefits have been identified as a driving motivation for consumers to engage in long term relationships with service providers. Such benefits can be expected to play a crucial role in the success of service firms when extending their business into other countries and cultures. Most of the previous discussion of relational benefits has been conducted almost exclusively in North-American contexts and has not addressed the impact a nation’s culture may have on the relevance of relational benefits for gaining relationship outcomes such as customer loyalty. The aim of this article is to deepen our understanding of the role of relational benefits in developing long-term relationships with consumers in a cross-cultural context. Specifically, propositions focusing on the moderating role of power distance, individualism/collectivism, masculinity/femininity, and uncertainty avoidance for the benefits-outcomes relationship are developed. The article concludes with a discussion of potential implications for service firms and researchers.

Details

Research on International Service Marketing: A state of the Art
Type: Book
ISBN: 978-0-76231-185-9

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Article

HsiuJu Rebecca Yen, Kevin P. Gwinner and Wanru Su

This study explores the impact of two factors that are prominent in the service literature: customer participation and service expectation. Owing to the interactive nature…

Abstract

This study explores the impact of two factors that are prominent in the service literature: customer participation and service expectation. Owing to the interactive nature of services, customers often participate in the co‐production of the service. In addition, customers normally enter into the service with certain expectations regarding the level of service they are likely to receive. The survey argues that the participative roles adopted by customers in service specification and delivery and their pre‐encounter service expectations influence how customers attribute the causes of service failure. Finally, the implications from the findings are discussed and directions for future research are provided. The effect of emotional response caused by a service failure on locus attributions remains to be further investigated.

Details

International Journal of Service Industry Management, vol. 15 no. 1
Type: Research Article
ISSN: 0956-4233

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Article

Gianfranco Walsh, Kevin P. Gwinner and Scott R. Swanson

With growing competition and the increasing complexity of commercial information, interpersonal communication continues to be important to marketers. Market mavens, those…

Abstract

With growing competition and the increasing complexity of commercial information, interpersonal communication continues to be important to marketers. Market mavens, those consumers with general product knowledge that act as disseminators of product information, play a central role in influencing others’ purchase decisions. Previous research, which has focused on mavens’ demographics and media consumption, has neglected the motives that drive these consumer communicators. From a survey of 326 consumers, we explore how those respondents ranked high on the maven scale differ in terms of their motivations to engage in word‐of‐mouth behavior from those scoring lower on the maven scale. Our results indicate that market mavens, compared with moderate and non‐mavens, are motivated to a greater extent by a sense of obligation to share information, a desire to help others, and feelings of pleasure associated with informing others about products. The relationship between initial information diffusion, maven group, and the investigated motivations are also explored. Implications for marketers targeting mavens are offered.

Details

Journal of Consumer Marketing, vol. 21 no. 2
Type: Research Article
ISSN: 0736-3761

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Article

Swinder Janda, Philip J. Trocchia and Kevin P. Gwinner

The purpose of this manuscript is to explore consumers’ perceptions of Internet retail service quality. This is accomplished via two studies. Study 1 utilizes qualitative…

Abstract

The purpose of this manuscript is to explore consumers’ perceptions of Internet retail service quality. This is accomplished via two studies. Study 1 utilizes qualitative depth interviews to identify five dimensions important to consumers in their assessment of the quality of Internet retailers. These are termed performance (how well an online retailer does in terms of meeting expectations regarding order fulfillment), access (Internet retailer’s ability to provide a variety of products from anywhere in the world), security (relating to perceptions of trust in the online retailer’s integrity regarding financial and privacy issues), sensation (interactive features of the e‐retailer’s Web site) and information (quantity and credibility of information provider by the online retailer). Study 2 quantifies the five dimensions using multi‐item scales, and conducts a survey to assess the reliability and validity (convergent, discriminant, and nomological) of these dimensions. Theoretical and managerial implications of the results are also discussed.

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International Journal of Service Industry Management, vol. 13 no. 5
Type: Research Article
ISSN: 0956-4233

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Article

Karen Becker-Olsen

Stadium naming rights programs have proliferated over the past decade, yet we have no direct evidence that these types of sponsorship programs help companies develop their…

Abstract

Stadium naming rights programs have proliferated over the past decade, yet we have no direct evidence that these types of sponsorship programs help companies develop their long-term brand equity or even provide a short-term boost to corporate value. This paper examines the impact that naming rights programs have had on the stock values of the corporate sponsors. Using event study analysis, it is found that there are mixed responses to these types of programs. A discussion is provided which helps to explain the mixed results and provides communications mangers with some suggestions on creating more effective naming rights programs.

Details

International Journal of Sports Marketing and Sponsorship, vol. 5 no. 3
Type: Research Article
ISSN: 1464-6668

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Abstract

Details

Research on International Service Marketing: A state of the Art
Type: Book
ISBN: 978-0-76231-185-9

To view the access options for this content please click here
Book part

Abstract

Details

Research on International Service Marketing: A state of the Art
Type: Book
ISBN: 978-0-76231-185-9

To view the access options for this content please click here
Article

Eldon Y. Li and Xiande Zhao

An issue devoted to the Second International Conference on Electronic Business, in December 2002, in Taiwan. Included are six papers, taken from a total of 205 papers that…

Abstract

An issue devoted to the Second International Conference on Electronic Business, in December 2002, in Taiwan. Included are six papers, taken from a total of 205 papers that were originally submitted, accepted and included in the conference proceedings.

Details

International Journal of Service Industry Management, vol. 14 no. 5
Type: Research Article
ISSN: 0956-4233

Keywords

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