consumer satisfaction
TRANSCRIPT
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Outcomes of service encounter quality in a business-to-business context
Presenter: CaineChenInstructor: Dr. Pi-Ying Teresa HsuDate: Nov.10,2014
research writing and publishing
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Citation
❖ Jayawardhena C., Souchon L. A., Farrel M. A., & Glanville K., (2007). Outcomes of service encounter quality in a business-to business context. Industrial Marketing Management, 36, 578-588.
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Content
❖Introduction❖Literature Review❖Method❖Result❖Suggestion❖Limitation❖Reflection
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❖Within the service quality domain … service quality occurs in the service encounter …when the customer interacts with the firm.
IntroductionBackground
(Bitner, Booms & Mohr, 1994)
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❖service encounter quality in a business-to-business context tends to be both overlooked at the managerial level and under-researched academically.
(Bitran & Lojo, 1993)
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IntroductionPurpose of the study
❖to develop a psychometrically sound measure of face-to face, interpersonal service encounter quality in the context of business-to-business exchanges
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❖to empirically examine the consequences of face-to-face, interpersonal service encounter quality, again within the context of business-to-business exchanges
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Literature Review
❖the literature…on the consumer sector..
service encounter
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❖input from employees as well as customers with regards to what constitutes a high quality service encounter..
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Literature Review
❖identified…tangibles, reliability, responsiveness, assurance and empathy….
service quality
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❖perception-only measure as been more psychometrically robust….
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Literature Review
❖is an emotive post-consumption evaluation of the service performance
customer satisfaction
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❖is generally conceptualized…attitudinal judgment abut purchase….
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Literature Review
organization
employee
loyalty
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❖focus on repeat purchase behavior ….undivided loyalty, divided loyalty, unstable loyalty, no loyalty
❖address this ,loyalty to service organizations remain.…loyalty to the employee, loyalty to the organization..
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Hypotheses(1)
❖H1: Service encounter quality perceptions will be positively related to overall service quality evaluations.
❖H2: Service encounter quality perceptions will be positively related to customer satisfaction.
❖H3: Customer satisfaction be positively related to overall service quality perceptions.
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Hypotheses(2)
❖H4: Overall service quality be positively related to loyalty to the organization.
❖H5: Customer satisfaction be positively related to loyalty to the employee.
❖H6: Loyalty to the employee be positively related to loyalty to the organization.
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organization
employee
H1
H2H3
H4
H5
H6
Hypotheses conceptualization
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MethodSample
❖The project .. by a private safety inspection organization in New Zealand. A database consisting of 50 service providers and 778 customers … Each service provider had between 10 and 20 customers
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Method
36%
6%
58%
Procedures
❖A total of 329 questionnaires were returned, ….response rate of 36%.. t-tests..5% level..lack of non-response bias
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❖Questionnaires were mailed out .. sent to non-respondents two weeks..
❖Respondents ..94% male , age 46 …firms… established for 33 years
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Method Measures usedQuestionnaire
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During your most recent encounter with a XYZ contact person, you found them to:
- show familiarity to you during the service encounter
(SEQ34, .918)
Friendliness
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MethodAnalysis
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organization
employee
ResultsMethod
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Discussion and Suggestion
❖Service encounter quality as perceived by customers in a business-to-business context is defined by four dimensions:
professionalism, civility, friendliness, and competence
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❖the research suggests:
Discussion and Suggestion
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customers perceive service
customer satisfaction and service quality
organizations loyalty
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Limitations and Reflection
❖ This research was conducted in a single industry. While this has the obvious benefits of controlling for cross-industry variation….
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Financial encounter service
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Thank you
research writing and publishing
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