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Article
Publication date: 8 February 2008

Leib Leventhal

The purpose of this paper is to argue that understanding and exceeding customer expectations in the aged care services is more complex than other health services and general…

3738

Abstract

Purpose

The purpose of this paper is to argue that understanding and exceeding customer expectations in the aged care services is more complex than other health services and general services because of the multiple stakeholders and additional intimacies that exist.

Design/method/approach

The author first explores expectation theory and how it links to customer behaviour and then discusses confirmation/disconfirmation theory.

Findings

The author builds an argument that aged care service providers must understand consumer needs and expectations so that customer satisfaction is generated.

Originality/value

Exploring patient and relative expectation and satisfaction in different theoretical contexts.

Details

International Journal of Health Care Quality Assurance, vol. 21 no. 1
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 28 March 2024

Yingying Liao, Ebrahim Soltani, Fangrong Li and Chih-Wen Ting

Prior research examining cultural effects on customer service expectations has primarily used more generic Western cultural theory on an aggregate scale or with only a single…

Abstract

Purpose

Prior research examining cultural effects on customer service expectations has primarily used more generic Western cultural theory on an aggregate scale or with only a single variable to draw conclusions on a customer’s underlying reasoning for buying a service. This study aims to focus on culturally distinct clusters within non-Western nations, specifically exploring within-cluster differences in service expectations within the Confucian Asia cluster.

Design/methodology/approach

This study developed a measurement model of Chinese cultural values and service expectations, consisting of a three and five-factor structure, respectively. Data from a sample of 351 diners were analysed using SmartPLS software. The data was compared with similar studies within the Confucian Asia cluster to understand the culture effect on service expectations and within-cluster variations.

Findings

The findings underscore the varying importance of cultural values in shaping customer service expectations, emphasizing their relative, rather than equal, significance. The study provides insights into potential within-group differences in customer service expectations within the same cultural cluster – without losing sight of the fundamental cultural heterogeneity of the Confucian culture.

Practical implications

Managers should leverage the distinct cultural values of their operating country to gain insights into diverse customer groups, predict their behaviours and meet their needs and expectations.

Originality/value

This study offers valuable insights to both service management scholars and practitioners by focusing on culturally distinct clusters of non-Western nations and exploring their effects on variation in service expectations within these clusters.

Details

International Journal of Quality and Service Sciences, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 6 March 2023

Laura Grazzini, Giampaolo Viglia and Daniel Nunan

There is growing interest in the use of human-like social robots, able to undertake complex tasks whilst building consumer engagement. However, further exploration is needed on…

1343

Abstract

Purpose

There is growing interest in the use of human-like social robots, able to undertake complex tasks whilst building consumer engagement. However, further exploration is needed on the optimal level of humanoid appearance for service robots. In particular, the literature is limited with respect to mitigating disconfirmed expectations for robots high in human-likeness. This paper aims to address this gap by testing the effect of robot appearance, disconfirmed expectations and warmth (vs competence) on customers’ responses.

Design/methodology/approach

The study adopts a mixed-method design by presenting a focus group (Study 1) that guides two laboratory experiments (Studies 2 and 3). Studies 2 and 3 test for the moderating effect of warmth (vs competence) and the mediating roles of perceived eeriness and disconfirmed expectations.

Findings

The findings show that a robot high (vs low) in human-likeness leads to higher negative customers’ responses, which is explained by disconfirmed expectations rather than perceived eeriness. However, when customers interact with a warm (vs competent) robot high in human-likeness, this negative effect vanishes.

Research limitations/implications

The paper investigates boundary conditions and underlying mechanisms that affect customers’ experiences. Although the study adopts high realistic experiments, a limitation lies in not measuring customers’ actual behaviours in the field.

Practical implications

This study provides new insights on how the appearance and characteristics of social robots influence the consumers’ experience. By doing so, this study offers managers actionable insights (i.e. enhancing warmth) to lessen the risk of disconfirmed expectations.

Originality/value

The paper offers new explanations as to why human-like robots can generate negative responses from customers. Moving beyond the “uncanny valley” hypothesis, this study shows the key role of disconfirmed expectations in explaining consumers’ negative responses towards humanoid robots. Moreover, it sheds light on the moderating role of warmth (vs competence), which can mitigate such negative effects.

Open Access
Article
Publication date: 6 February 2023

Angelo Bonfanti, Chiara Rossato, Vania Vigolo and Alfonso Vargas-Sánchez

Since the outbreak of the Covid-19 pandemic, many restaurants and catering businesses have introduced or improved online food ordering and delivery services (OFODSs). This study…

9195

Abstract

Purpose

Since the outbreak of the Covid-19 pandemic, many restaurants and catering businesses have introduced or improved online food ordering and delivery services (OFODSs). This study aims to identify service quality expectations about OFODSs, to examine their content and to suggest management strategies to meet these expectations.

Design/methodology/approach

Adopting a qualitative method, four focus groups were conducted amongst Italian users of OFODSs.

Findings

The results reveal three dimensions of expectations, each comprising two categories that can be set along a continuum: (1) basicness of expectations (ranging from implicit to explicit), (2) accuracy of expectations (ranging from fuzzy to precise) and (3) attainability of expectations (ranging from realistic to unrealistic). Content may refer to technical, social, economic, legal and technological aspects. To meet customer expectations, the following strategies are suggested: customer reassurance, flexibility, continuous improvement, customer education, adaptation to customers' requirements and monitoring of exceptions.

Practical implications

This study provides specific activities in which restaurants and catering businesses could invest to enact the management strategies that emerged from the analysis.

Originality/value

This paper proposes a new classification of expectations and framework for improving OFODS quality by managing customer expectations.

Details

British Food Journal, vol. 125 no. 13
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 22 February 2008

Jackie L.M. Tam

The purpose of this paper is to examine the moderating effects of brand familiarity on satisfaction evaluations and behavioral intentions.

10093

Abstract

Purpose

The purpose of this paper is to examine the moderating effects of brand familiarity on satisfaction evaluations and behavioral intentions.

Design/methodology/approach

A longitudinal survey involving pre‐purchase measures and post‐purchase measures was conducted with consumers in a restaurant setting. The hypotheses were assessed through LISREL methodology.

Findings

The results showed that there are some similarities and differences among customers with different levels of brand familiarity regarding satisfaction formation and behavioral intentions.

Research limitations/implications

A self‐reported item was used to measure brand familiarity. Although there was some evidence to support that the measure captured what it was intended to measure, it would be desirable to develop a multi‐item scale for this construct. There is also a need to extend the findings to other service industries.

Practical implications

Marketers should familiarize customers with a service while capturing opportunities to create a positive experience to gain customers' future purchases.

Originality/value

The study offers some insights into the effects of brand familiarity on satisfaction evaluations and behavioral intentions. It is particularly relevant for marketing services that are high in experience qualities.

Details

Journal of Services Marketing, vol. 22 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 29 May 2007

Mahesh S. Bhandari, Yelena Tsarenko and Michael Jay Polonsky

The purpose of this paper is to extend thinking on service recovery processes and satisfaction with service recovery, using multi‐dimensional consumer outcomes. The objective of…

4742

Abstract

Purpose

The purpose of this paper is to extend thinking on service recovery processes and satisfaction with service recovery, using multi‐dimensional consumer outcomes. The objective of the work was to propose that satisfaction with service recovery should be based on customers' expectations of the recovery encounter, which would be shaped by their expectations of “non‐failed” encounters.

Design/methodology/approach

The paper adopts a theoretical approach. Using the existing service recovery literature as well as the traditional services literature, the conceptual framework and associated research propositions are developed.

Findings

The proposed framework suggests that service recovery is a service encounter it its own right. The effectiveness of recovery encounters will be based on how encounters operate relative to customer expectations and experiences with regard to the recovery activity.

Research limitations/implications

The research propositions and proposed framework need further empirical investigation.

Practical implications

The proposed framework suggests that managing service recovery should be undertaken in a similar fashion to managing any service, and thus managers need to understand customers' recovery expectations. Organisations also need to consider how a recovery action impacts on a range of customer outcomes, as focusing on one aspect will not capture consumers' full set of behaviours.

Originality/value

The proposed model identifies that service recovery should be evaluated with regard to consumers' recovery expectations and satisfaction is not based on expectations with regard to non‐failed encounters.

Details

Journal of Services Marketing, vol. 21 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 28 April 2014

Andrea Pérez and Ignacio Rodríguez del Bosque

The purpose of this paper is to examine customer corporate social responsibility (CSR) expectations in the crisis context of the Spanish banking industry. The paper also takes…

9426

Abstract

Purpose

The purpose of this paper is to examine customer corporate social responsibility (CSR) expectations in the crisis context of the Spanish banking industry. The paper also takes into consideration the role that corporate governance structure plays in customer CSR expectations.

Design/methodology/approach

Analysing 648 customers of savings banks and 476 customers of commercial banks, several univariate statistics and two cluster analyses are implemented.

Findings

The authors identify significantly consistent patterns in the CSR expectations of savings banks and commercial banks customers. The customers of both types of banking companies have similar high expectations concerning the CSR oriented to customers, shareholders and supervising boards, employees, the community and legal and ethical CSR. Also customers of both types of banking companies can be consistently classified as customer oriented, legally (customer)-oriented and CSR-oriented customers depending on their CSR expectations.

Practical implications

These results have interesting implications for managers because it allows them to develop optimal CSR based on their customers’ expectations. In this regard, it is observed that the CSR expectations of savings banks and commercial banks customers are quite homogeneous in such a way that the traditional differentiation in the CSR implemented by savings banks and commercial banks may be no longer justified.

Originality/value

Previous scholars who have analysed customer CSR expectations have not studied them in a crisis context. This paper contributes to literature by proposing new managerial strategies for companies facing a product or corporate crisis. Scholars studying customer CSR expectations in the banking industry have not considered the role of corporate governance structure either. This paper provides detailed information about the CSR expectations of savings banks customers and commercial banks customers.

Details

International Journal of Bank Marketing, vol. 32 no. 3
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 1 January 2004

Alison M. Dean

Reported studies on call centers emphasize efficiency and control, with possible implications for service priorities, customer orientation and service quality. However, there is…

6787

Abstract

Reported studies on call centers emphasize efficiency and control, with possible implications for service priorities, customer orientation and service quality. However, there is little empirical research to test assumptions from the customer’s perspective. This study aimed to establish whether customers expected (predicted) low levels of service from a call center, how this level compared to the minimum level they considered adequate, and whether the perceived customer orientation of the call center was related to service quality expectations. Data were collected in Australia from two sources: end consumers (n = 289) of an insurance provider, and business customers (n = 325) of a bank. Key findings were similar for both samples. First, customers had very high levels of adequate (minimum) expectations, and adequate expectations behaved independently from predicted (forecast) expectations. Second, customer orientation was associated with predicted expectations but not adequate expectations. The paper concludes with suggestions for future research and managerial implications.

Details

Journal of Services Marketing, vol. 18 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 4 February 2014

Ibrahim Giritlioglu, Eleri Jones and Cevdet Avcikurt

The aim of this study was three-fold: first, to develop an instrument to evaluate food and beverage service quality in spa hotels; second, to identify aspects of food and beverage…

11439

Abstract

Purpose

The aim of this study was three-fold: first, to develop an instrument to evaluate food and beverage service quality in spa hotels; second, to identify aspects of food and beverage service quality of which customers had the highest expectations, i.e. the key dimensions of food and beverage service quality in spa hotels; third, to measure customer perceptions of the spa hotels in this study and to identify those dimensions with the largest gap between customer expectations and perceptions.

Design/methodology/approach

A self-administrated questionnaire was distributed to 331 customers at four different spa hotels in Balikesir, Turkey. Exploratory and confirmatory factor analysis was used to identify service quality dimensions. Cronbach Alpha indicated the reliability of the factors identified. Customer expectations, perceptions and gaps between expectations and perceptions for each dimension were measured.

Findings

Factor analysis revealed six quality dimensions: “assurance and employee knowledge”; “healthy and attractive food”; “empathy”; “tangibles”; “responsiveness of service delivery”; “reliability”. Customer expectations were highest for “tangibles” and “assurance and employee knowledge”. The largest gaps between perceptions and expectations were for “healthy and attractive food” and “tangibles”.

Practical implications

Key dimensions for food and beverage service quality in spa hotels were identified and a reliable instrument for measuring provision was developed. This should be applied by managers on an ongoing basis to evaluate their performance and give them a better understanding of food and beverage service quality in spa hotels. The study provides specific information on the performance of Turkish spa hotels in relation to food and beverage service quality.

Originality/value

This research addresses the paucity of research on customer perspectives of food and beverage provision in spa hotels and contributes to enhanced understanding of spa tourists and their expectations and perceptions of the service quality of food and beverage service quality.

Details

International Journal of Contemporary Hospitality Management, vol. 26 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 22 March 2022

Wilson K.S. Leung, Man Kit Chang, Man Lai Cheung and Si Shi

Social commerce (s-commerce) is an online business model combining commercial and social features. Vendors may engage in a business-oriented relationship with customers and/or…

1469

Abstract

Purpose

Social commerce (s-commerce) is an online business model combining commercial and social features. Vendors may engage in a business-oriented relationship with customers and/or establish a personal relationship with customers. The role performed by the vendors may not match customer expectations and needs, resulting in low repurchase intention. Drawing on role theory in the context of customer orientation, this study integrates functional customer orientation (FCO) and relational customer orientation (RCO) with the expectation–confirmation model (ECM) to propose a theoretical framework for explaining customers' post-consumption behaviors. This study also examines how product-specific attributes moderate the effect of FCO and RCO on customer satisfaction.

Design/methodology/approach

This study analyzed 273 survey responses from WeChat users by using PLS-SEM.

Findings

The results confirmed that the confirmation of customer expectations positively affected FCO and RCO. Additionally, FCO and RCO had different effects on customer satisfaction, depending on product type and brand awareness, and their effects on customers' post-consumption behaviors also varied.

Research limitations/implications

The findings suggest that both business and social roles are important to customers in C2C s-commerce. This study also demonstrates product characteristics moderating the effectiveness of customer orientation on customer satisfaction.

Practical implications

This study provides empirical support for vendors and platform developers to implement appropriate selling strategies and manage customer expectations in C2C s-commerce.

Originality/value

This study is the first to incorporate FCO and RCO into the ECM theoretical framework to obtain new insights into vendors' selling approaches in C2C s-commerce, thus contributing to the marketing literature.

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