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1 – 10 of over 13000Margee Hume and Gillian Sullivan Mort
Organizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and…
Abstract
Purpose
Organizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and complex services in the performing arts, find this difficult. Knowledge of the role of emotions in customer judgments is negligible. The relationship of core service quality and peripheral quality on repurchase intent is also understudied. This paper aims to model and test the interrelationship of these constructs in predicting repurchase intention in a performing arts context.
Design/methodology/approach
A survey instrument tailored to the performing arts was administered to a sample of 250 past and present performing arts audience members, with responses examined using structural equation modeling.
Findings
Results indicate repurchase intention is largely based on satisfaction mediated by perceived value. Core service quality, appraisal emotion and peripheral service quality influence perceived value for time and money, with core service quality and peripheral service quality in turn influencing appraisal emotion. Appraisal emotion directly affects customer satisfaction but has no direct relationship to repurchase intention. Peripheral service quality, however, directly affects repurchase intention.
Practical implications
Evidence suggests expansion of the strategic focus to include peripheral services in order to maximize repurchase. Core service quality, (the act) affects repurchase intent through an indirect path mediated by appraisal emotion, which does not directly influence repurchase intent. Appraisal emotions are influential in determining perceived value.
Originality/value
This is the first known paper combining this system of relationships including the influence and role of appraisal emotion in the performing arts context.
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This research models the interrelationship of service quality (SQ) for core and peripheral service, perceived value and satisfaction to establish a system of relationship that…
Abstract
Purpose
This research models the interrelationship of service quality (SQ) for core and peripheral service, perceived value and satisfaction to establish a system of relationship that predicts repurchase intention (RI) in a performing arts context. Business researchers in services understand that organizations must base success on consumer retention. With increased competition and dwindling funding, the performing arts have more constraints in managing and designing customer retention programs. Knowledge of the predictors of customer judgments in re‐purchase intention is undeveloped in the performing arts sector positioning both academic and practical research as warranted. This paper aims to fill this gap.
Design/methodology/approach
A survey instrument customized to the performing arts was administered to a sample of 273 past and present performing arts audience members and examined using structural equation modeling.
Findings
Results indicate that customers determine their re‐purchase intention based on both core and peripheral SQ, mediated by perceived value and customer satisfaction. There was no direct or significant relationships found for SQ of core and peripheral services and perceived value to RI.
Practical implications
This work supports the need for strategic consideration of both peripheral service aspects and core show quality in service design and delivery in order to maximize perceived value, satisfaction and repurchase intent. Findings suggest a balanced approach to the “act” (core) and the activities required to take it to the market (peripheral) is required.
Originality/value
This is the first known paper presenting this system of relationships and the first to test this system of relationships in the performing arts context.
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Hansani Chathurika Dassanayake, Busige Nishantha and Asanka Senevirathne
The purpose of this paper is to investigate the impact of peripheral services offered by distance education (DE) institutes on student involvement in DE and, examine whether this…
Abstract
Purpose
The purpose of this paper is to investigate the impact of peripheral services offered by distance education (DE) institutes on student involvement in DE and, examine whether this impact is mediated by student experience quality.
Design/methodology/approach
Quantitative research approach based on cross-sectional survey design was used where data were collected using a structured questionnaire. Sample consisted of 400 undergraduates of the Open University of Sri Lanka, drawn using simple random sampling technique. Collected data were analyzed using the structural equation model.
Findings
Data analysis revealed that there is a significant direct impact of peripheral services offered by DE institutes on student involvement in the Sri Lankan context. Furthermore, it is validated that this impact is mediated by student experience quality.
Research limitations/implications
Focus of the study is only on the impact of contextual elements rather than personal or demographic factors of students which can have an important impact on their experience quality as well as involvement.
Practical implications
Findings are useful in designing and redesigning service offering and policy development by DE institutes to make their services more appealing.
Originality/value
Even though previous studies have identified student dropout and lower academic excellence as issues in DE, how service offering can be used to overcome them via student involvement has not received considerable attention. Hence, the tested conceptual model developed on multiple theories is a novel contribution to the existing knowledge base.
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Behzad Foroughi, Khairul Anuar Mohammad Shah, Thurasamy Ramayah and Mohammad Iranmanesh
The purpose of this paper is to investigate the impacts of peripheral service quality on football match spectators’ emotions and behavioural intention.
Abstract
Purpose
The purpose of this paper is to investigate the impacts of peripheral service quality on football match spectators’ emotions and behavioural intention.
Design/methodology/approach
Data were obtained from a survey of 342 spectators of professional league football in Malaysia and analysed using the partial least squares technique.
Findings
The results illustrated the significant role of both pleasant and unpleasant emotions in forming spectators’ behavioural intentions. Furthermore, they demonstrated that the drivers of pleasant and unpleasant emotions are different. While entertainment, electronic devices and stadium announcers have positive effects on pleasant emotion, facilities and electronic devices have negative effects on unpleasant emotion. Entertainment, electronic devices and stadium announcers have indirect effects on behavioural intentions through pleasant emotions. Unpleasant emotions mediated the effects of facilities and electronic devices on behavioural intentions.
Originality/value
The findings of this study suggest that football marketers must understand the crucial role of peripheral service quality and spectators’ emotions. Through stimulating pleasant emotions in spectators and preventing unpleasant emotions from arising, football marketers can ensure that these spectators will attend football stadiums.
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Swagato Chatterjee, Srabanti Mukherjee and Biplab Datta
The purpose of this study is to explore the impact of other customer's opinion on a service firm and its alliance on the evaluation of the airline by the focal customer by…
Abstract
Purpose
The purpose of this study is to explore the impact of other customer's opinion on a service firm and its alliance on the evaluation of the airline by the focal customer by integrating qualitative and quantitative user-generated content. The study also explores the relative importance of core and peripheral attributes in consumer evaluations.
Design/methodology/approach
A text mining and natural language processing-based approach was followed to extract insights from the qualitative part of 18,457 consumer reviews, which were later analyzed along with the quantitative information obtained from the reviews using linear regression and logistic regression methods.
Findings
The authors found that customer satisfaction and recommendation behavior is formed by own and others' opinion about the airline and alliance. The relative importance of the core and peripheral attributes depends on the psychological distance from the evaluation of the attribute.
Research limitations/implications
The theoretical contribution and managerial implications have been discussed in detail.
Practical implications
It helps in review management strategy, service design strategy and the alliance and partnership strategies of the airlines.
Originality/value
This is the first paper that explores the impact attribute-level evaluations found in prior reviews on the future reviews of customers. It also explores the effect of prior reviews in the context of a service business and its alliances.
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Presents a model of service encounter satisfaction offeringconceptual and pragmatic advantages over the dominant disconfirmationparadigm. Expectations are compared with…
Abstract
Presents a model of service encounter satisfaction offering conceptual and pragmatic advantages over the dominant disconfirmation paradigm. Expectations are compared with performance, at three separate stages, which directly combine into one overall consumer service encounter judgment. Offers service practitioners increased insight into understanding consumers′ satisfaction processes.
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Weiling Zhuang, Barry Babin, Qian Xiao and Mihaela Paun
The purpose of this paper is to develop and empirically test a new framework that shows how different signals of movie quality along with key control variables affect consumers’…
Abstract
Purpose
The purpose of this paper is to develop and empirically test a new framework that shows how different signals of movie quality along with key control variables affect consumers’ post-consumption evaluations, critics’ reviews (CR), and movie box office revenues.
Design/methodology/approach
The data set consists of a sample of 332 movies released between 2000 and 2008. Regression was used to test the study hypotheses.
Findings
The results suggest that the three signals of movie quality exhibit different effects on three movie performance measures. Of the three cues, the peripheral quality signal is positive related to movie box, moviegoers’ evaluations (ME), and CR. Furthermore, star performance quality is positive related to both ME and CR. Surprisingly, overall quality signal does not display any influence on movie performances.
Research limitations/implications
The primary limitation is the use of cross-sectional study design and future research should apply for time-series technique to test the relationships between movie quality signals and movie performances.
Practical implications
The findings suggest that consumers and critics evaluate movie qualities based on various movie quality signals. Furthermore, the characteristics of movies also have mixed impacts on movie performances. Movie studios may take these findings into account to produce better movies.
Originality/value
This study proposes and empirically tests the impacts of three groups of movie signals – peripheral quality signal, star performance quality signal, and overall quality signal on motion picture performance. This study contributes to service quality literature and signal theory by categorizing different Academy Awards into three groups of quality signals and by empirically testing the proposed relationships.
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An important but neglected area of investigation in digital entrepreneurship is the combined role of both core and peripheral members of an emerging technological field in shaping…
Abstract
Purpose
An important but neglected area of investigation in digital entrepreneurship is the combined role of both core and peripheral members of an emerging technological field in shaping the symbolic and social boundaries of the field. This is a serious gap as both categories of members play a distinct role in expanding the pool of resources of the field. I address this gap by exploring how membership category is related to funding decisions in the emerging field of artificial intelligence (AI).
Design/methodology/approach
The first quantitative study involved a sample of 1,315 AI-based startups which were founded in the period of 2011–2018 in the United States. In the second qualitative study, the author interviewed 32 members of the field (core members, peripheral members and investors) to define the boundaries of their respective role in shaping the social boundaries of the AI field.
Findings
The author finds that core members in the newly founded field of AI were more successful at attracting funding from investors than peripheral members and that size of the founding team, number of lead investors, number of patents and CEO approval were positively related to funding. In the second qualitative study, the author interviewed 30 members of the field (core members, peripheral members and investors) to define their respective role in shaping the social boundaries of the AI field.
Research limitations/implications
This study is one of the first to build on the growing literature in emerging organizational fields to bring empirical evidence that investors adapt their funding strategy to membership categories (core and peripheral members) of a new technological field in their resource allocation decisions. Furthermore, I find that core and peripheral members claim distinct roles in their participation and contribution to the field in terms of technological developments, and that although core members attract more resources than peripheral members, both actors play a significant role in expanding the field’s social boundaries.
Practical implications
Core AI entrepreneurs who wish to attract funding may consider operating in fewer categories in order to be perceived as core members of the field, and thus focus their activities and limited resources to build internal AI capabilities. Entrepreneurs may invest early in filing a patent to signal their in-house AI capabilities to investors.
Social implications
The social boundaries of an emerging technological field are shaped by a multitude of actors and not only the core members of the field. The author should pay attention to the role of each category of actors and build on their contributions to expand a promising field.
Originality/value
This paper is among the first to build on the growing literature in emerging organizational fields to study the resource acquisition strategies of entrepreneurs in a newly establishing technological field.
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Enrique Bigné, Miguel A. Moliner and Javier Sánchez
The main aim of the paper is to study the causal relationship between two constructs, perceived quality and satisfaction, in the particular case of multiservice organisations…
Abstract
The main aim of the paper is to study the causal relationship between two constructs, perceived quality and satisfaction, in the particular case of multiservice organisations. These organisations offer a range of services to their customers, so that evaluation of perceived overall quality and of satisfaction is more complex than that of a single service. The study centres on two publicly‐owned multiservice organisations: hospitals, and universities. The particular nature of multiservice organisations is that, when dealing with the influences of the dimensions of perceived quality, it is necessary to take into consideration not only the perceived quality of each of the services, but also the perceived overall quality of the multiservice organisation and the overall satisfaction with it.
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Liangjun Zhou, Jerred Junqi Wang, Xiaoying Chen, Beth Cianfrone and Nathan David Pifer
Since 2014, “sport for all” has been promoted as a new national strategy in China, which injects powerful dynamism and vitality for its development in numerous aspects. However…
Abstract
Purpose
Since 2014, “sport for all” has been promoted as a new national strategy in China, which injects powerful dynamism and vitality for its development in numerous aspects. However, there has been very little feedback on sport service provision in community, and the satisfaction level of community participants is largely unmeasured. To promote physical and mental health of residents and form a stronger foundation of sport culture, more attention should be directed to community sports. The purpose of this paper is to examine the impact of community-sport service provisions on participants’ satisfaction and, in turn, on their sport participation behavior.
Design/methodology/approach
Community-sport program participants in China (n=576) responded to a survey measuring the proposed concepts.
Findings
Structural equation modeling analyses revealed that community-sport services in the areas of sport facility, grassroots sport organizations and sport activity programs had strong influences on participant satisfaction and, in turn, their desire for participation, which highlighted the demand for high-quality sport service provision by community.
Originality/value
The study contributed to the literature by proposing two clear dimensions (core sport service and peripheral sport service) for the measurement of public sport service provision in community sports. A second theoretical contribution of the study relates to the clarification of the relationship between the two dimensions of community-sport service provision (both core and peripheral services) and community participants’ satisfaction levels.
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