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Article
Publication date: 17 February 2012

Namin Kim and Moonkyu Lee

The purpose of this paper is to identify how the mere presence of other customers in a service encounter influences customers' evaluations of restaurant services.

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Abstract

Purpose

The purpose of this paper is to identify how the mere presence of other customers in a service encounter influences customers' evaluations of restaurant services.

Design/methodology/approach

Phenomenological interviews were used to reveal the dimensions of other customers and to develop hypotheses on the moderating variables that influence the effect of other customers. A scenario‐based experiment was used to test the hypotheses.

Findings

The analysis reveals that “other customers” is a multidimensional construct consisting of number, age, gender, appearance, attire, and public behavior. Also, the importance of each dimension varies according to situational variables such as evaluation stages (pre‐ versus post‐encounter stages), the context of a visit (task‐ versus recreational‐orientations), and the quality‐related risks (high versus low).

Practical Implications

The study provides a rationale for service providers to strategically manage their customers. It also gives guidelines of how customers should be “managed”.

Originality/value

The present study is meaningful in the sense that it is one of the first empirical studies which concentrated on the passive role (mere presence) of other customers in a service encounter. The dimensions of other customers and the moderating variables revealed are expected to stimulate further research in the area.

Details

Journal of Services Marketing, vol. 26 no. 1
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 18 May 2012

Namin Kim and Francis M. Ulgado

The present study compares two types of compensation – i.e. on‐the‐spot and delayed – and tries to reveal how and when firms can utilize delayed compensation effectively. For…

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Abstract

Purpose

The present study compares two types of compensation – i.e. on‐the‐spot and delayed – and tries to reveal how and when firms can utilize delayed compensation effectively. For this, failure severity is considered how these two types of compensation affect satisfaction and repurchase intentions.

Design/methodology/approach

A scenario‐based experiment in the hotel and restaurant industries was used with a sample of 292 students.

Findings

The results show that failure severity acts as a moderating variable in a recovery process of compensation‐satisfaction‐repurchase intention. The more severe consumers perceive the failure is, the more they depend on satisfaction to decide repurchase intentions. The two types of compensation are also moderated by failure severity on their effects on satisfaction and repurchase intentions. On‐the‐spot compensation leads to more satisfaction and repatronage intentions when failures are severe, but the results are not as straightforward when failures are insignificant. Under such a condition, while delayed compensation does not engender customer satisfaction with recovery as much as on‐the‐spot compensation, repatronage intentions for both types of compensation were similar in the hotel industry and even higher in restaurant services.

Research limitations/implications

Industry differences such as ease of visit, frequency of visit, competition factors, and primary value (e.g. hedonic versus utilitarian) are expected to influence the effects of on‐the‐spot versus delayed compensation.

Practical implications

The study provides practitioners with the implication that the timing of compensation should be approached strategically according to the severity of failure and recovery outcomes they expect to achieve.

Originality/value

The present study tries to focus on compensation, one of the most commonly used recovery strategies, and tries to find the effects of different timings of it.

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Article
Publication date: 19 May 2020

Quynh Xuan Tran, My Van Dang and Nadine Tournois

This study aims to investigate the effects of servicescape on customer satisfaction and loyalty – centered on social interaction and service experience in the café setting.

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Abstract

Purpose

This study aims to investigate the effects of servicescape on customer satisfaction and loyalty – centered on social interaction and service experience in the café setting.

Design/methodology/approach

Data for this study were collected from approximately 1,800 customers at 185 coffee stores located in the three largest cities in Vietnam through the self-administered questionnaires.

Findings

The research findings pointed out the significant impacts of café servicescape on social interaction quality, including customer-to-employee interaction (CEI) and customer-to-customer interaction (CCI). Social interactions and servicescape were shown to remarkably influence customer experience quality, customer satisfaction and loyalty. Moreover, the study confirmed the interrelation between service experience, satisfaction and loyalty in the café setting.

Practical implications

This study provides marketers and service managers a deeper understanding of improving customer satisfaction and loyalty through the control of servicescape attributes and social interactions in café contexts.

Originality/value

This research explores the significant impacts of café servicescape on social interaction quality (CEI and CCI). Additionally, it provides insights within the role of social interactions to customer’s affective and behavioral responses in service settings, especially the CCI quality.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 14 no. 4
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 3 June 2019

Djamel Toudert and Nora L. Bringas-Rábago

The purpose of this paper is to examine the impact of cognitive destination food image in food expectation, satisfaction and visit outcomes within a local context of the…

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Abstract

Purpose

The purpose of this paper is to examine the impact of cognitive destination food image in food expectation, satisfaction and visit outcomes within a local context of the USA–Mexico border. The differences between tourists and excursionists were also assessed for their possible implications in strengthening an active market strategy in the framework of the same objective.

Design/methodology/approach

Four hypotheses were examined through Squares SEM techniques. The model validation was carried out assessing the measurement and structural model. Additionally a multi-group analysis was performed to test the tourists and excursionists moderation effect. The study used 518 questionnaires completed by US visitors in three important gastronomic regions of the coast of Baja California, Mexico.

Findings

The results suggest that tourists and excursionists obey different dimensions when structuring cognitive destination food image which showed a significant impact on visitor satisfaction and future intentions.

Originality/value

The moderation function of tourists and excursionists in the causal relationships of the research model was analyzed as one of the first explorations in food tourism marketing. In conjunction with other findings, this paper offers specific theoretical and practical implications on how to stimulate gastronomic consumption in these two segments of visitors.

Details

British Food Journal, vol. 121 no. 5
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 10 November 2022

Aidin Namin and Seth Ketron

While prior research has investigated factors that predict consumers’ information search behaviors as they relate to automobiles, such studies were conducted prior to the COVID-19…

286

Abstract

Purpose

While prior research has investigated factors that predict consumers’ information search behaviors as they relate to automobiles, such studies were conducted prior to the COVID-19 pandemic. Given that the pandemic has necessitated lockdowns, social distancing, business closures and other disruptions to normal shopping activities, consumer information search behaviors have also been substantially altered as the psychological distance between consumers and marketers has increased. Thus, this study aims to examine these changes and identify patterns of search behavior for a major durable product: automobiles.

Design/methodology/approach

Using survey data from before and during the pandemic, the study implements Finite Mixture Modeling to unveil latent segments of U.S. consumers’ search behaviors and choices for Japanese automobiles. This analytic method enables capturing consumer unobserved heterogeneity through mixing probabilities guided by individual characteristics. These segments are determined based on consumers’ information search for online and offline marketer-controlled and nonmarketer-controlled sources.

Findings

The study identifies that two segments of consumers emerge both prior to the pandemic and during the pandemic. These empirically validated findings indicate that the pandemic has led to shifts in consumers’ information search behaviors for Japanese automobiles by relying more on nonmarketer-controlled sources of information.

Originality/value

This work is among the first comprehensive empirical analyses of consumer search for a major durable product by comparing pre- and during pandemic patterns. Using analytics and econometrics, the first-hand analysis findings offer meaningful implications for marketers and product managers in the automotive industry.

Details

Journal of Product & Brand Management, vol. 32 no. 3
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 25 October 2019

Khalid Hussain, Fengjie Jing, Muhammad Junaid, Farasat Ali Shah Bukhari and Huayu Shi

The purpose of this paper is to suggest that the effects of service quality (SQ) on outcome variables may shift over time. However, scant attention has been paid to capturing that…

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Abstract

Purpose

The purpose of this paper is to suggest that the effects of service quality (SQ) on outcome variables may shift over time. However, scant attention has been paid to capturing that shift. The current study uses the theory of relationship dynamics to capture the rate and direction of change in the effects of SQ attributes on customer satisfaction (CS) and emotional attachment (EA). For this purpose, the study takes CS-velocity and EA-velocity as dynamic outcomes of SQ.

Design/methodology/approach

A sample of 306 restaurant consumers responded to a structured questionnaire at three points in time. Confirmatory factor analysis was carried out, followed by analysis of the data through latent growth curve modeling using MPlus (Version 8.1).

Findings

SQ attributes positively affect CS and EA, but these effects diminish over time, as SQ attributes negatively influence CS-velocity and EA-velocity. In addition, the study demonstrates that dynamic elements strongly impact behavioral intentions (BI).

Practical implications

The study enables service and relationship marketing managers to better understand the role of SQ attributes in maintaining longitudinal satisfaction, attachment and BI. The insights from this longitudinal investigation help managers to formulate long-term service management and relationship management strategies.

Originality/value

This study is the first attempt to examine SQ’s dynamic outcomes using longitudinal panel data. It is the first study to introduce EA-velocity as a dynamic construct of EA and the first to examine the relationships of CS-velocity and EA-velocity with BI.

Details

Journal of Service Theory and Practice, vol. 29 no. 4
Type: Research Article
ISSN: 2055-6225

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Book part
Publication date: 4 April 2017

Aleksandra Thurman

If moments of historical rupture create spaces for social change, what emerges to fill those gaps? This article approaches this question by exploring the creation of the…

Abstract

If moments of historical rupture create spaces for social change, what emerges to fill those gaps? This article approaches this question by exploring the creation of the “domestic” in 17th century Europe and Asia following the decline of the Spanish Habsburgs in the West and the Ming Dynasty in the East. Two events will serve as lenses through which that process will be explored. The first case centers on arguments for the legitimacy of the 1603 Dutch seizure of a Portuguese carrack in what would serve as the basis for Hugo Grotius’s defense of the free seas. The second debate focuses on the appropriate mourning ritual following the 1659 death of King Hyojong, the 17th ruler in Korea’s Choson dynasty. I argue that, in the process of responding to the crises they faced in their environments, social elites in both cases defined and articulated a conception of themselves as sovereign societies, creating a political space and corporate identity distinct from the extant institutional apparatus of the state and cultural framework of the nation.

Details

International Origins of Social and Political Theory
Type: Book
ISBN: 978-1-78714-267-1

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Article
Publication date: 28 February 2023

Pratik Ghosh, Deepika Jhamb and Rahul Dhiman

The aim of the paper is to measure the service quality, satisfaction, service value and behavioral intentions of Gen Z in leading global Quick Service Restaurants (QSRs) in India…

1200

Abstract

Purpose

The aim of the paper is to measure the service quality, satisfaction, service value and behavioral intentions of Gen Z in leading global Quick Service Restaurants (QSRs) in India by integrating QUICKSERV into an established model of consumer behavior.

Design/methodology/approach

A cross-sectional study design was used for the hypothesis testing. Service quality perceptions with satisfaction, service value and behavioral intentions were measured using structural equation modeling.

Findings

The outcomes suggest a direct effect of the service quality of QSRs on the satisfaction, service value and behavioral intentions of Gen Z customers. Satisfaction further influenced customers' behavioral intentions. However, customer satisfaction and behavioral intentions were not directly influenced by service value. Finally, the association between service quality and behavioral intentions was mediated by satisfaction.

Practical implications

Managers should encourage a pleasant attitude, good grooming and friendliness in QSR employees as Gen Z highly values these aspects. At the same time, QSRs should focus to elevate the service value of Gen Z customers by lowering their sacrifice perceptions and fostering initiatives.

Originality/value

Although many studies have considered millennials along with Gen Z to analyze the relationship between service quality and behavioral intentions in different service settings, few researchers have considered the impact of Gen Z consumer features in service quality research separately. The findings of the study will help both practitioners of different QSR brands and facilitators in hospitality academia to better understand the nuances and uniqueness of Gen Z consumer behavior in the QSRs.

Details

International Journal of Quality & Reliability Management, vol. 40 no. 10
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 21 November 2024

Shahzeb Hussain, Constantinos-Vasilios Priporas and Suyash Khaneja

Celebrity endorsers are usually considered to bring positive effects to associated nodes, such as brands and corporations. However, limited evidence suggests that brands and…

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Abstract

Purpose

Celebrity endorsers are usually considered to bring positive effects to associated nodes, such as brands and corporations. However, limited evidence suggests that brands and corporations are equally responsible for affecting celebrities and their credibility. Drawing on associative network theory, this study explores the effects of brand credibility and corporate credibility on celebrity credibility, both directly and through the mediating and moderating effects of advertising credibility. The research addresses three main issues: (1) whether brand credibility, corporate credibility and advertising credibility have significant effects on celebrity credibility; (2) whether advertising credibility has a significant mediating effect on the effects of brand credibility and corporate credibility on celebrity credibility and (3) whether advertising credibility has a significant moderating effect on the effects of brand credibility and corporate credibility on celebrity credibility.

Design/methodology/approach

The study used a quantitative approach involving structural equation modelling. Data were collected from 675 participants from London and focussed on four leading international brands, corporations and celebrity endorsers.

Findings

The findings show that brand credibility and advertising credibility have positive direct effects on celebrity credibility; and that advertising credibility mediates the effects of both credibility constructs on celebrity credibility. Furthermore, moderating effects of advertising credibility are also found.

Practical implications

This study will help managers to understand the reverse effects, i.e. the effects of brand credibility and corporate credibility on celebrity credibility. They will be able to understand that a credible brand and corporation like a credible celebrity can also bring significant effects on the associated elements. This will help them to recruit celebrity endorsers who have historically earned their credibility from previous endorsements of credible brands and corporations. Further, these findings will help managers to understand that credibility of the brand and corporation can also affect the credibility of the associated advertising, resulting in having a significant effect on the credibility of the celebrity. This on the consumers’ side will enhance their preferences, attitudes and behaviours, while for the corporation, it will enhance their economic and commercial performance.

Originality/value

This is the first study in the literature, where a conceptual model based on the reverse effects of both credibility constructs on celebrity credibility is examined, directly and based on the moderating and mediating effects of advertising credibility. Hence, the contributions to the literature are threefold: first, the study examines the reverse effect of celebrity endorsement, whereby the credibility of a brand or corporation is transferred to a celebrity endorser; second, the study examines the mediating and moderating effects of advertising credibility on this reverse effect and finally, associative network theory is used to examine the importance of the model.

Details

EuroMed Journal of Business, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1450-2194

Keywords

Available. Content available
Book part
Publication date: 24 June 2024

Noel Scott, Brent Moyle, Ana Cláudia Campos, Liubov Skavronskaya and Biqiang Liu

Free Access. Free Access

Abstract

Details

Cognitive Psychology and Tourism
Type: Book
ISBN: 978-1-80262-579-0

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