Traditionally only cognitive measures, such as the disconfirmation of some comparison standard or perceived service performance, have been used to explain perceived service quality and satisfaction. Suggests that emotions could play an important role in determining satisfaction with a service. The results from an empirical study of customers’ experiences of the services of a labour force bureau show that customers experience different positive and negative emotions in connection with the service, and that these emotions influence service satisfaction. Finds that, on an aggregate level, direct disconfirmation of adequate service, together with positive emotions, explain satisfaction best. Identifies four groups of customers with different emotional profiles. Analyses of emotions in these groups show that negative emotions have the largest impact on customer response.
The purpose of this paper is to investigate, from the perspective of a retailer, which of two philanthropy programs (pay-what-you-want [PWYW] with charitable giving or…
The purpose of this paper is to investigate, from the perspective of a retailer, which of two philanthropy programs (pay-what-you-want [PWYW] with charitable giving or mere donation) results in more positive impressions of, and behavioral intentions toward, the retailer sponsoring the program.
Two studies investigate the influence of donation format (PWYW with charitable giving versus mere donation) on attitude and behavioral intentions toward the retailer, the second of which also explores equity as the mediating mechanism that produces the more favorable attitudes and intentions.
Results indicate that PWYW with charitable giving is effective at enhancing purchase intentions and attitudes toward the retailer. Specifically, results suggest that the implementation of a PWYW with charitable giving format leads to higher perceptions of equity, ultimately leading to more positive attitudes and higher purchase intentions toward the retailer as compared with a mere donation format. Alternative explanations are examined and ruled out.
To date, research predominantly examines PWYW with charitable giving from a pricing perspective and has yet to explore how it compares with other donation campaigns in terms of the impact on consumers’ attitudes and intentions toward the sponsoring retailer. This research fills that gap and contributes to the literature by broadening the perspective by which PWYW with charitable giving is examined. Managerially, the research is important, as it suggests that consumers consider the equity of various donation formats and think more favorably of retailers using more equitable donation campaigns.
This paper aims to investigate customers' perceptions of four service quality aspects – service environment, service delivery, game service, and food service – in the…
This paper aims to investigate customers' perceptions of four service quality aspects – service environment, service delivery, game service, and food service – in the casino setting among Chinese players.
The study examined the proposed model through a 2(gambler type: leisure versus hardcore)×2(gender: male versus female) multivariate analysis of variance of the four casino service quality aspects.
Based on a sample of leisure and hardcore casino players, the results show significant differences between the two types of patrons on the four casino service dimensions. In addition, significant gender‐by‐player interaction is revealed.
This study sheds new light on the understanding of the direct and moderating roles of gender and type of casino players on service evaluation in the literature. The research findings should be interpreted with caution as the results are derived from a Vegas‐like casino in Macau among a mass‐market Chinese casino clientele.
The findings extend service research by illuminating perceptual differences in different casino service quality dimensions in the Asian leisure milieu. Casino operators should take customers' gender and player type into account and design service offerings that are more attractive to female and leisure consumers, as they represent a large potential casino clientele.
The findings extend the customer contact model and further the understanding in regard to the service quality perception in the burgeoning casino gambling industry in the Far East.
Relationship marketing (RM) has been widely accepted as an important determinant of long‐term business success and is believed to be especially well suited for services…
Relationship marketing (RM) has been widely accepted as an important determinant of long‐term business success and is believed to be especially well suited for services because of the personal contact between customers and service providers. Past research has focused mainly on the advantages of RM for companies, while less attention has been paid to relationships from the customer’s point of view. We suggest that relationships may be described as ranging from spurious to true, depending on customer‐perceived relationship benefits, trust and commitment. A qualitative study of customer relationships was conducted in a car dealership, where profitability depends on customer commitment to both after‐sales services and the car brand. Customer relationships were found to be more spurious than true. The study revealed that behavioural commitment to after‐sales services was high, but that affective commitment was low to moderate. Customers were satisfied but did not perceive the services to be superior to the competitors’ service offerings. They trusted authorised repair in general and did not feel that after‐sales service would have more than a minor influence on their future car purchases.
The purpose of this paper is to empirically examine organizational cross-culture differences in public-private research-oriented relationships. More precisely, it focusses…
The purpose of this paper is to empirically examine organizational cross-culture differences in public-private research-oriented relationships. More precisely, it focusses on the analysis university-industry collaborations partnering for research agreements with the aim of fostering the transfer of knowledge and innovation. It analyzes the key organizational cross-cultural differences that could hinder the successful performance of these agreements from a relationship marketing (RM) perspective.
Based on a comprehensive literature review of organizational culture and RM, a quantitative study was carried out and a structural equation model was proposed and tested.
Cross-cultural organizational differences in private-public sectors are proved to negatively influence relationship performance. Market orientation difference appears as the most significant barrier to relationship performance, followed by time orientation difference and to a lesser extent flexibility difference.
By integrating organizational culture and RM literatures, the main contribution of this paper is the cross-cultural analysis of private-public relationships (in this case university-industry relationships) from the perspective of RM. Hence, this research will inform management seeking to develop successful public-private collaborations by enhancing their understanding of cross-cultural factors underlying relationship success and failure.
Past e‐service research has largely concentrated on customer responses to online retailers. The present study sheds light on the determinants of customer loyalty to a…
Past e‐service research has largely concentrated on customer responses to online retailers. The present study sheds light on the determinants of customer loyalty to a content‐based service, a healthcare Web site. Content‐based service providers must build a loyal customer base in order to attract advertisers and sponsors. Lack of trust has been one of the most important reasons for consumers not adopting online services involving financial exchanges, but trust appears to be equally important to exchanges that require divulging sensitive information, such as health issues. Results reveal that loyalty to the health site is satisfaction‐driven, but that trust is the main antecedent of satisfaction. Need fulfilment, responsiveness, security and technical functionality of the Web site are shown to influence trust. Managerial implications are provided.
We discuss adoption as a diverse family structure in America. Adoption has existed in some form throughout the history with the portrayal varying by historical epoch…
We discuss adoption as a diverse family structure in America. Adoption has existed in some form throughout the history with the portrayal varying by historical epoch. Adoption has been both disparaged and idealized to perpetuate the interest of elite players. This chapter discusses adoption in terms of the changing demographic which 21st century families face. In this manuscript, we first discuss the history of adoption in the United States including its impact as social control of premarital sex. Then the three players in the adoption triad are discussed and analyzed. Finally, we highlight how demographics of race, class, gender, and sexuality impact the adoption experience by 21st century families. Specifically, we explore the recent National Survey of Adoptive Parents from the United States Center for Disease Control and look at the modern adoption experience
This study aims to analyse the extent of online social responsibility (SR) information disclosure by Portuguese municipalities and to identify related determinant factors…
This study aims to analyse the extent of online social responsibility (SR) information disclosure by Portuguese municipalities and to identify related determinant factors, based on Institutional Theory and Legitimacy Theories.
A content analysis was performed on webpages from 60 sampled municipalities, and an information disclosure index was created.
Descriptive statistics obtained indicate the Total Disclosure Index (TDI) value was 0.46. The Economic Information sub-category exhibits the highest value (0.66), followed by the Social and Environmental Information categories (0.61 and 0.36, respectively).
The multivariate analysis results indicate that LA21 implementation the existence of tax burdens, the characterisation of a municipality as urban and environmental/SR certification application positively influence SR information disclosure. TDI is negatively affected by the existence of an inactive population (i.e. by the percentage of individuals ≤19 and ≥65 years of age).