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1 – 10 of over 119000Injazz J. Chen, Atul Gupta and Walter Rom
Studies the relationship between perceived price and perceived qualityfor the three types of services, namely, pure, mixed, andquasi‐manufacturing classified by Chase and Tansik…
Abstract
Studies the relationship between perceived price and perceived quality for the three types of services, namely, pure, mixed, and quasi‐manufacturing classified by Chase and Tansik, and the relative importance of five dimensions of service quality identified by Parasuraman et al. Finds that the relationship between perceived price and the five dimensions of service quality appears to be very weak for pure and quasi‐manufacturing services, but is statistically significant for mixed service. Reliability dimension is statistically significant for all three types of service. Tangible dimension is a critical variable for mixed service while the empathy dimension is important for quasi‐manufacturing service. On the other hand, the relationship between perceived price and overall service‐quality is significant for quasi‐manufacturing service, but is weak for pure and mixed services.
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Thuy Dam Luong Hoang, Ha Thu Nguyen, Dung Tri Vu and Anh Thi Tu Le
This study aims to examine the role of mindfulness in promoting customers’ purchase intentions, especially with the mediation effects of perceived ease of use and perceived…
Abstract
Purpose
This study aims to examine the role of mindfulness in promoting customers’ purchase intentions, especially with the mediation effects of perceived ease of use and perceived usefulness toward online ride-hailing services. As such, several recommendations for ride-hailing service providers and researchers are suggested for better implementation in a practical and theoretical context.
Design/methodology/approach
The data collection process is carried out online during the period of February 2022 to March 2022, with a sample of 237 respondents being analyzed by the covariance-based structural equation modeling approach.
Findings
First of all, mindfulness had a direct influence on perceived ease of use and perceived usefulness, as well as an indirect influence on purchase intention through the mediation role of perceived usefulness. Besides, perceived usefulness is found to have a positive influence on the customer’s purchase intention, while perceived ease of use positively affects both perceived usefulness and intention.
Research limitations/implications
This study just ends with customers’ intentions to adopt ride-hailing services; nevertheless, the actual behavior has not been examined. Further research might consider actual usage as a dependent factor when investigating the topic of ride-hailing services.
Originality/value
This study is notably different from the existing literature by filling the literature gap on the role of mindfulness in promoting customers’ purchase intentions toward ride-hailing services.
Objetivo
Este estudio tiene como objetivo examinar el papel del mindfulness en la promoción de las intenciones de compra de los clientes, especialmente con los efectos de mediación de la facilidad de uso percibida y la utilidad percibida hacia los servicios de transporte en línea. De este modo, se sugieren varias recomendaciones para los proveedores de servicios de transporte en coche y los investigadores para una mejor aplicación en un contexto práctico y teórico.
Diseño/metodología/enfoque
El proceso de recopilación de datos se lleva a cabo en línea durante el período de febrero de 2022 a marzo de 2022, con una muestra de 237 encuestados que se analizan mediante el enfoque CB-SEM.
Resultados
En primer lugar, mindfulness tuvo una influencia directa sobre la facilidad de uso percibida y la utilidad percibida, así como una influencia indirecta sobre la intención de compra a través del papel de mediación de la utilidad percibida. Además, se observa que la utilidad percibida influye positivamente en la intención de compra del cliente, mientras que la facilidad de uso percibida afecta positivamente tanto a la utilidad percibida como a la intención.
Limitaciones/Implicaciones de la investigación
Este estudio se limita a analizar la intención de los clientes de adoptar los servicios de transporte rápido; sin embargo, no se ha examinado el comportamiento real. En futuras investigaciones se podría considerar el uso real como un factor dependiente a la hora de investigar el tema de los servicios de transporte rápido.
Originalidad
Este estudio es notablemente diferente de la literatura existente al llenar el vacío bibliográfico sobre el papel de mindfulness en la promoción de las intenciones de compra de los clientes hacia los servicios de ride-hailing.
内容摘要
目的
本研究旨在探讨 “正念 “在促进顾客购买意向方面的作用, 尤其是在感知易用性和感知有用性对在线叫车服务的中介效应方面。因此, 本研究为叫车服务提供商和研究人员提出了若干建议, 以便在实践和理论背景下更好地实施这些建议。
设计
数据收集过程于 2022 年 2 月至 2022 年 3 月期间在线进行, 采用 CB-SEM 方法对 237 个受访者样本进行分析。
研究结果
首先, 正念对感知易用性和感知有用性有直接影响, 并通过感知有用性的中介作用对购买意向产生间接影响。此外, 还发现感知有用性对顾客的购买意向有积极影响, 而感知易用性对感知有用性和购买意向都有积极影响。
研究局限与启示
本研究仅对顾客采用打车服务的意向进行了分析, 但并未对实际行为进行研究。在研究叫车服务时, 进一步的研究可能会将实际使用情况作为一个因果因素。
独创性 本研究填补了关于正念在促进顾客乘车服务购买意向方面作用的文献空白, 与现有文献有明显不同。
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Maosheng Yang, Juan Li, Lei Feng, Shih-Chih Chen and Ming-Lang Tseng
This research proposes and examines a theoretical model grounded in anthropomorphism theory considering the curvilinear and linear relationships between service robot…
Abstract
Purpose
This research proposes and examines a theoretical model grounded in anthropomorphism theory considering the curvilinear and linear relationships between service robot anthropomorphism and consumer usage intention and explores the mediating effect of perceived risk.
Design/methodology/approach
To examine the developed model, two complementary studies are designed. In Study 1, multi-time data of 511 participants show that service robot anthropomorphism inverts U-shaped (curvilinear) relationship on consumer usage intention and perceived risk mediates this curvilinear relationship. In Study 2, multi-source data of 460 volunteers are used to confirm the findings of Study 1 and examine that consumer empathy moderates the complex nonlinear effect of service robot anthropomorphism on perceived risk, and the indirect curvilinear effect of service robot anthropomorphism on consumer usage intention through perceived risk.
Findings
This research provides preliminary and yet important findings on how service robot anthropomorphism most likely is positively associated with consumer usage intention, i.e. the positively influence mechanism of service robot anthropomorphism on consumer usage intention.
Originality/value
This research provides preliminary and yet important findings on how service robot anthropomorphism most likely is positively associated with consumer usage intention, i.e. the positively influence mechanism of service robot anthropomorphism on consumer usage intention.
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Munyaradzi W. Nyadzayo, Civilai Leckie and Lester W. Johnson
This study aims to investigate how customers' perception of service innovation aspects (innovativeness, service newness and relative advantage) and their participation impact…
Abstract
Purpose
This study aims to investigate how customers' perception of service innovation aspects (innovativeness, service newness and relative advantage) and their participation impact value perception, satisfaction and loyalty.
Design/methodology/approach
The conceptual model was tested using a nationwide survey from 430 Australian customers of Uber, using structural equation modeling.
Findings
Results show that customer participation (CP) and innovativeness positively influence perceived value. Satisfaction is positively influenced by perceived value, innovativeness and relative advantage. Both perceived value and satisfaction drive loyalty. Yet, CP did not influence satisfaction. The study’s findings generally support the mediating roles of perceived value and satisfaction.
Research limitations/implications
Cross-sectional data were used. Thus, the results only provide a snapshot of the relationships among constructs.
Practical implications
To promote loyalty, service organizations emphasize how innovative aspects of services (innovativeness and relative advantage) can create value and satisfaction. Also, CP is critical in promoting customer perceived value and loyalty.
Originality/value
Building on service-dominant logic (SDL), this study proposes a conceptual model investigating how perceived innovative aspects of service and CP influence perceived value, satisfaction and loyalty of service organizations.
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Fong Jia Wang and Weisheng Chiu
This study examined the relationships between service encounter, perceived value, and repurchase intention in the fitness service sector through the theoretical lens of…
Abstract
Purpose
This study examined the relationships between service encounter, perceived value, and repurchase intention in the fitness service sector through the theoretical lens of service-dominant logic. In addition, the mediating role of perceived value and the moderating role of service innovativeness were examined.
Design/methodology/approach
Participants (n = 806) were drawn from fitness center customers in Taiwan using a convenience sampling technique. Partial least square structural equation modeling was used to test the hypotheses in the research model.
Findings
The results showed that service encounter had a positive impact on perceived value, which in turn affected repurchase intention. Moreover, the full mediating effect of perceived value was identified in the relationship between service encounter and repurchase intention. In addition, service innovativeness positively moderated the effect of service encounter on repurchase intention.
Originality/value
This study provides empirical evidence on the impact of staff-customer interactions (i.e. service encounter) on customers' perceptions and behaviors and identifies the critical role of perceived value as a mediating mechanism as well as a facilitating role of service innovativeness in enhancing repurchase intention.
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Majid Fattahi, Milad Farzin, Marzie Sadeghi and Rosha Makvandi
The purpose of this study is to investigate patient perceived value as a stimulus of patient engagement behaviors both from the conceptual and empirical perspectives.
Abstract
Purpose
The purpose of this study is to investigate patient perceived value as a stimulus of patient engagement behaviors both from the conceptual and empirical perspectives.
Design/methodology/approach
Based on the stimulus–organism–response framework, the authors developed a model to determine the impact of patient perceived value on patient engagement behavior in health care. The data were collected from a sample of 391 patients hospitalized in private hospitals. Structural equation modeling technique was used to test the research hypotheses.
Findings
The findings confirmed relevance of the service quality dimensions reliability, tangibility, responsiveness and empathy as significant antecedents of patient perceived value. Perceived value plays a significant role in shaping word of mouth and patient helping behaviors.
Research limitations/implications
The findings of this study are relevant and applicable to patients in private hospitals.
Practical implications
This study contributes to the literature by providing new evidence on patient perceived value and engagement behaviors as a response to care quality. With adequate focus on perceived value and service quality, service providers can strengthen the relationship with patients and build a sustainable competitive advantage, by stimulating engagement behaviors in patients.
Originality/value
This study is of unique value to the health-care literature, both from the theoretical and managerial point of views. This study proposes a conceptual model of patient perceived value which can be used in the private health sector. Moreover, this study contributes to the health-care literature by introducing patient-helping behavior.
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The purpose of this paper is to explain the direct and moderating effects of perceived transparency on citizen satisfaction with public healthcare services.
Abstract
Purpose
The purpose of this paper is to explain the direct and moderating effects of perceived transparency on citizen satisfaction with public healthcare services.
Design/methodology/approach
This paper extends the classic framework of service quality, value and satisfaction by adding perceived transparency as an essential component, applies service-dominant logic to develop hypotheses regarding the effects of transparency and empirically tests the extended framework with secondary household survey data on China’s public healthcare.
Findings
The classic framework of service quality, value and satisfaction that originated from the private sector is robust in public service. Perceived transparency has a positive impact on perceived value and citizen satisfaction, but the positive effects of service quality and perceived value on citizen satisfaction were weakened with the increasing level of perceived transparency.
Research limitations/implications
Perceived transparency is a double-edged sword regarding citizen satisfaction: although transparency increases perceived value and satisfaction by enhancing citizens’ service co-creation and inspiring citizen confidence, increased transparency raises citizens’ expectations for service products, which subsequently dampens the positive effects of service quality and perceived value on citizen satisfaction.
Practical implications
In a context with higher transparency, local authorities must learn to manage citizen expectations that influence satisfaction, and increase the probability of satisfaction by avoiding too high citizen expectations.
Originality/value
This paper highlights the importance of transparency in enhancing public service co-creation, and contributes a novel perspective on the effects of transparency in the formation of citizen satisfaction, which may serve as the starting point for studying the role of transparency in public affairs.
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John C. Groth and Richard T. Dye
Focuses on the perceived value of a service by a customer, the perceived quality and value of a service, and the role of expectations, shortfalls, and bonuses in the valuation…
Abstract
Focuses on the perceived value of a service by a customer, the perceived quality and value of a service, and the role of expectations, shortfalls, and bonuses in the valuation process. Considers on the implications of key relationships in the marketing and delivery of services. Characterizes customer perception of the perceived value of a service and quality of service in multivariate space. This model yields a value vector that summarizes the perceived value of a service and service quality to a customer. The perceived value vector summarizes the aggregate effects of variables of influence on perceived value. Relates service delivery to customer expectations. In this context, illuminates important issues related to exante versus ex post expectations. Introduces the concept of expectations‐delivery variance (EDV). Examines the concept of delivery shortfalls as well as delivery excess, with excess leading to bonus fulfillment. Shortfalls and bonuses have residual effects. Asserts that shortfalls and bonus effects have asymmetric affects in terms of residual influence on future perceptions of customer expectations of service value.
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Spiros Gounaris, Aikaterini Vassilikopoulou and Kalliopi C. Chatzipanagiotou
Although many authors argue that practising marketing internally facilitates the implementation of the market orientation concept, systematic empirical research to explore the…
Abstract
Purpose
Although many authors argue that practising marketing internally facilitates the implementation of the market orientation concept, systematic empirical research to explore the validity of the argument remains surprisingly scarce. Hence, the purpose of this paper is to investigate empirically the relationship between market orientation (MO) and internal‐market orientation (IMO) as well as their joint effect on customer satisfaction.
Design/methodology/approach
The findings ground on data collected from dyads of financial services providers and their customers. The former provided the information pertaining to the company's degree of MO and IMO adoption as well as on perceived employee value, while the latter were asked about perceived customer value, perceived service quality and their satisfaction with their provider. In total 127 dyads are employed in the analysis.
Findings
The findings show that MO and IMO are two inter‐related concepts, probably falling under the marketing philosophy umbrella. Through MO adoption, customer perceived value and customer perceived quality of the service increase. Through IMO adoption, the company improves the level of employee perceived value, which also results in higher levels of customer perceived service quality. Interestingly enough, IMO adoption is also found to have a direct impact on customer perceived service quality.
Research limitations/implications
The major implication from the study is that adopting a market orientation does help improve customer satisfaction but this objective is better served when developing a more holistic view of marketing and trying to simultaneously offer value to other company stakeholders, such as the employees. The major limitation of the study is the focus on services. When it comes to manufactured goods, customers receive significant value from the tangible parts of the product and consequently further investigation is required before any generalization can be made on the basis of the strength of the relationships that this study reveals.
Practical implications
The most significant implication for practitioners is the need to strike the right balance between the company's internal and external orientation. To achieve this, companies have to invest in integrating the marketing and the human resource functions, in much the same manner in which they attempt to integrate marketing with other company functions that also influence customers' experiences.
Originality/value
This is the first empirical study to investigate the inter‐relationship and the joint effect of two well established notions, i.e. that between MO and IMO, and thus offers the required support to normative arguments regarding the need to sustain a balance between the company's external and internal focus.
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Prasanta Kr. Chopdar and V.J. Sivakumar
The purpose of this research is to investigate the influence of psychological contract violation (PCV) on service quality and perceived value, and consequently on users positive…
Abstract
Purpose
The purpose of this research is to investigate the influence of psychological contract violation (PCV) on service quality and perceived value, and consequently on users positive word of mouth intention towards mobile shopping applications. The role of personalization as a moderator is further investigated.
Design/methodology/approach
A descriptive research approach was adopted, and responses were gathered from 252 mobile shopping application users in India, using an online survey. The variance-based partial least square structural equation modelling approach was opted for analysing the research model.
Findings
The results showed the deleterious effects of PCV on service quality and perceived value. The findings further confirm the significant positive impact of service quality and perceived value on the positive word of mouth intention of users. The role of personalization in mitigating the adverse effects of PCV on perceived value among users of mobile shopping application is highlighted in the study; however, its role in safeguarding service quality is found to be insignificant.
Research limitations/implications
A study with larger sample of respondents from varied nationalities will aid in generalizing the findings of this research.
Originality/value
This is the first time that PCV and its consequences have been studied in the context of mobile shopping applications.
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