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Article
Publication date: 1 January 1990

Lew G. Brown

Suggests that the construct of convenience has not been properlydefined and operationalized by managers and should be regarded asmultidimensional. Proposes a conceptual…

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2730

Abstract

Suggests that the construct of convenience has not been properly defined and operationalized by managers and should be regarded as multidimensional. Proposes a conceptual framework for examining the convenience of services, thus permitting strategic and tactical marketing opportunities to be highlighted. Discusses implications for managers of this framework. Reviews a framework for marketing consumer products published in another journal and applies it to service marketing.

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Journal of Services Marketing, vol. 4 no. 1
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 7 April 2020

Sanjit Kumar Roy, Vaibhav Shekhar, Ali Quazi and Mohammed Quaddus

The purpose of the study is to investigate the role of service convenience in the relationship between organizational characteristics (such as brand equity, store…

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1077

Abstract

Purpose

The purpose of the study is to investigate the role of service convenience in the relationship between organizational characteristics (such as brand equity, store ambiance, store layout, customer information and employee responsiveness) on customer engagement behaviors (CEBs), including service improvement, customer cooperation, positive word-of-mouth and customer helping customers. It examines two research models, with service convenience as a separate antecedent of CEBs (model A) and as a mediating variable between organizational characteristics and CEBs (model B).

Design/methodology/approach

Using a positivist paradigm, data were collected from 384 respondents representing the existing customers of grocery retailers based in India via a survey instrument. Data were analyzed using partial least squares (PLS) path modeling.

Findings

Results demonstrate service convenience as a motivational driver of CEBs. Results also show that the organizational characteristics significantly influence service convenience which in turn impacts CEBs.

Practical implications

The findings have important implications for store managers in effective management of customers' time and effort in terms of saving customers' time and effort as well as motivating customers to elicit their engagement behaviors.

Originality/value

The originality of this paper lies in identifying the impact of organizational characteristics in helping customers to save time and effort in their shopping activities and thereby elicit various types of CEBs. The paper also adds to knowledge by examining the role of service convenience in the nexus between organizational characteristics and CEB types.

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Journal of Service Theory and Practice, vol. 30 no. 2
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 2 August 2011

Pham Ngoc Thuy

In this study, service convenience and service quality are used as proxy constructs of customer's and supplier contributions co‐create customer value. The purpose of this…

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3326

Abstract

Purpose

In this study, service convenience and service quality are used as proxy constructs of customer's and supplier contributions co‐create customer value. The purpose of this paper is to test the relationship between service convenience and customer satisfaction based on the direct and indirect paths via perceived service quality. It also explores the relative importance of various dimensions of service convenience.

Design/methodology/approach

A structural equation model was developed and tested using data surveyed from domestic airlines customers in Vietnam. The operationalization of service convenience was based on five consumption stages.

Findings

This study reinforces the view that customers use the judgment of their own contribution (via convenience) to evaluate the contribution of the supplier (via service quality), and the resources contributed by both sides will co‐create value for the customers.

Research limitations/implications

Further research may test the role of service convenience in various types of services. The conceptualization and operationalization of service convenience may be enriched by other views.

Practical implications

Service providers should pay attention to customers' convenience in the service process. They should design the service to provide most convenience for customers in each of the service consumption stages.

Originality/value

The paper is among few empirical studies on service convenience, an increasingly important but less researched construct. It also demonstrates how customers and supplier contribute resources and processes to co‐create value.

Details

Marketing Intelligence & Planning, vol. 29 no. 5
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 17 December 2018

Arash Ahmadi

The purpose of this paper is to evaluate and analyze the influence of service convenience, service quality and customer satisfaction on the formation of word of mouth in…

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1323

Abstract

Purpose

The purpose of this paper is to evaluate and analyze the influence of service convenience, service quality and customer satisfaction on the formation of word of mouth in airline industry.

Design/methodology/approach

The sample included 400 passengers who had experienced THAI’S international flights. To test the study hypotheses, a research model was examined applying structural equation modeling.

Findings

The findings submit that, in addition to effects of service convenience, service quality and customer satisfaction on word of mouth, decision convenience has the most positive significant influence on word of mouth compared to service quality dimensions and customer satisfaction.

Research limitations/implications

The present research focuses on assessing the word of mouth level only for THAI; therefore, its findings may not be generalized for the other airlines. In addition, the target market of this study is the customers of THAI. Future researchers can select the markets of other airlines customers.

Practical implications

In airline companies, service convenience plays a central role on customer word of mouth. Therefore, airlines should concentrate on travelers’ convenience in the service procedure. They should plan the service to support the best convenience for travelers.

Originality/value

This investigation would help airlines to understand what makes customers more satisfied before, during and after using an airline service and to understand how this is related to the word of mouth.

Details

International Journal of Quality & Reliability Management, vol. 36 no. 1
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 29 November 2018

Milad Kalantari Shahijan, Sajad Rezaei and Muslim Amin

The purpose of this paper is to investigate the qualities of delighted cruise travelling experience and proposed cruisers’ experience, service convenience and perceived…

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1372

Abstract

Purpose

The purpose of this paper is to investigate the qualities of delighted cruise travelling experience and proposed cruisers’ experience, service convenience and perceived overall value as the drivers of cruisers’ satisfaction and revisit intention. Thus, the attributes of an effective cruise-marketing strategy in formulating consumer’s recreational experiences are examined.

Design/methodology/approach

A total of 287 questionnaires were collected and structural equation modelling technique was used to analyse data obtained from cruise travellers.

Findings

The empirical results indicated that service convenience and cruisers’ experience significantly influence perceived overall cruisers’ satisfaction and revisit intention, whereas perceived overall cruise value influences perceived overall cruisers’ satisfaction but not cruisers’ revisit intention. Furthermore, empirical assessments support that service convenience is a higher-order model (reflective-reflective) consisting of decision convenience, access convenience, transaction convenience, benefit convenience and post-benefit convenience.

Originality/value

This research is among ongoing attempts that have been carried out regarding the qualities of cruise satisfaction and revisits intention and uncovers recreational experiences to propose an effective cruise-marketing strategy.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 10
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 4 February 2014

Alison Elizabeth Lloyd, Ricky Y.K. Chan, Leslie S.C. Yip and Andrew Chan

The domain of service convenience remains relatively unexplored. However, as time pervades all aspects of consumption, the value placed on time is likely to influence the…

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5906

Abstract

Purpose

The domain of service convenience remains relatively unexplored. However, as time pervades all aspects of consumption, the value placed on time is likely to influence the importance of convenience. Prior studies call for the investigation of convenience beyond the store context; and malls being a one-stop shopping destination, present an ideal environment for investigation.

Design/methodology/approach

A conceptual model delineating the relationships between service convenience, shopping trip value, customer satisfaction and several retail outcomes is developed. This model is empirically tested using survey data collected from 619 mall shoppers; and analyzed using structural equation modelling.

Findings

For shoppers who place high economic value on time, the effects of service convenience are greater on hedonic value. Conversely, those who place low economic value on time, effects of service convenience are greater on utilitarian value. Effects of shopping value on retail outcomes also vary according to value placed on time.

Research limitations/implications

Further investigation utilizing full convenience scale and more elaborate time style measures encouraged.

Practical implications

Results signal the importance of enhancing the experiential aspects of the mall for high economic time value shoppers. Conversely, for low economic time value shoppers, findings suggest the importance of boosting the visual distinctiveness and ease of mall navigation.

Originality/value

This study sheds light on research gaps by examining the link between service convenience and its effects on retail evaluation in the mall. It also considers how the economic value placed on time impact perceptions of convenience and the shopping experience.

Details

Journal of Services Marketing, vol. 28 no. 1
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 28 September 2010

Kuo‐Chien Chang, Mu‐Chen Chen, Chia‐Lin Hsu and Nien‐Te Kuo

This paper attempts to investigate the casual relationships among service convenience, perceived service value, perceived service guarantee strength, customer…

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3754

Abstract

Purpose

This paper attempts to investigate the casual relationships among service convenience, perceived service value, perceived service guarantee strength, customer satisfaction, and loyalty. Although previous studies have addressed the importance of these variables, the understanding of the mediating effect of customer‐perceived service value and the moderating effect of customer‐perceived service guarantee strength on customer post‐purchasing behaviours still remain key issues.

Design/methodology/approach

A statistical analysis of the collected questionnaires was computed based on the 498 usable responses from the four branches of the selected Chinese chain restaurant. Structural equation modelling is the essential analysis methodology used to examine the hypothesised relationships among the variables.

Findings

Analysis confirms that customer satisfaction is positively influenced by service convenience, whereas customer loyalty is positively influenced by customer satisfaction. Furthermore, customer satisfaction is indirectly influenced by service convenience through perceived service value. Finally, another key finding is the relationship between service convenience and customer satisfaction, which is stronger for customers who perceive high service guarantee strength than for those who perceive low service guarantee strength.

Originality/value

The study contributes to a conceptual model that, reflecting the mediating role of customer‐perceived service value and the moderating role of customer‐perceived service guarantee strength, indicates the effect of service convenience on customers' post‐purchasing behaviours.

Details

Industrial Management & Data Systems, vol. 110 no. 9
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 1 June 2015

Vinita Kaura, Ch. S. Durga Prasad and Sourabh Sharma

The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and…

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17420

Abstract

Purpose

The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector. It further explores the role of customer satisfaction as mediating variable between service quality dimensions, perceived price and fairness, service convenience dimensions and customer loyalty.

Design/methodology/approach

A cross-sectional research on 445 retail banking customers through questionnaire is conducted. Population of study is valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology-based services. Responses are analyzed using factor analyses and regression analyses.

Findings

Results reveal that service quality dimensions, perceived price and fairness and service convenience dimensions have positive impact on customer satisfaction and customer loyalty. Moreover, customer satisfaction acts as mediating variable between its antecedents and customer loyalty.

Research limitations/implications

This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking population.

Practical implications

This study explains the importance of customer satisfaction for achieving customer loyalty for Indian retail banking sector.

Originality/value

The paper underlines the importance of customer satisfaction for achieving customer loyalty. Impact of SERVCON dimensions on customer loyalty is found rare in literature.

Details

International Journal of Bank Marketing, vol. 33 no. 4
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 16 October 2017

Sabine Benoit, Sonja Klose and Andreas Ettinger

Demand for service convenience, defined as a consumer’s perception of minimized time and effort spent to obtain a service, has increased in conjunction with certain…

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1727

Abstract

Purpose

Demand for service convenience, defined as a consumer’s perception of minimized time and effort spent to obtain a service, has increased in conjunction with certain sociocultural and demographic changes. Previous research notes the significance of service convenience, but the importance of different dimensions of service convenience and the role of key moderators affecting the link between convenience and satisfaction (like customer psychographic and sociodemographic characteristics) remain unaddressed. Thus, the purpose of this research is to identify those customer groups for which offering convenience will have the highest leverage to increase satisfaction.

Design/methodology/approach

Two models are developed and tested: a multidimensional model of service convenience with a formative measure of five service convenience dimensions, namely, decision, access, search, transaction and after-sales convenience, and a moderator model hypothesizing different customer psychographic and sociodemographic characteristics (time pressure, shopping enjoyment, age, household size and income) that affect the link between service convenience and satisfaction.

Findings

This study reveals that search convenience, followed by transaction and decision convenience, exerts the greatest influence on the perception of overall service convenience. In addition, those who value service convenience most are high-income, time-pressed consumers in smaller households who experience low shopping enjoyment.

Originality/value

Providers have limited budgets for enhancing their services. Thus, it is important to identify which dimension has the greatest influence on the perception of service convenience and the customer segments for which service convenience is most critical.

Details

Journal of Services Marketing, vol. 31 no. 6
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 5 April 2013

Vinita Kaura

The purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to…

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3946

Abstract

Purpose

The purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to compare multiple regression models between public and new private sector banks.

Design/methodology/approach

A cross‐sectional research on 445 retail banking customers through a questionnaire is conducted. The population of the study consists of valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology based services. Responses are analysed using regression analyses.

Findings

Dimensions of service quality are employee behavior, tangibility and information technology. Dimensions of service convenience are decision convenience, access convenience, transaction convenience, benefit convenience and post‐benefit convenience. For public sector banks, except tangibility, all antecedents have positive impact on customer satisfaction. For private sector banks except tangibility and benefit convenience all antecedents have positive impact on customer satisfaction. Significant difference in beta coefficient is found between public and private sector banks regarding employee behavior, decision convenience, access convenience and post‐benefit convenience.

Research limitations/implications

This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking populations.

Practical implications

This study highlights the importance of service quality, service convenience and price in satisfying customers. Bank managers can focus on these factors to satisfy customers.

Originality/value

The paper emphasizes the significance of service quality, price and SERVCON on customer satisfaction for Indian banking sector. It compares the multiple regression models for public and private sector banks.

Details

International Journal of Bank Marketing, vol. 31 no. 3
Type: Research Article
ISSN: 0265-2323

Keywords

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