Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Effects of service authenticity, customer participation and customer-perceived service climate on customers' service evaluation

Effects of service authenticity, customer participation and customer-perceived service climate on... The purpose of this study is to examine the effect of service authenticity, customer participation (CP) and customer-perceived service climate on customers' service evaluation within the context of smartphone repair services in South Korea. A conceptual model, including customer-perceived service climate, service authenticity, CP, service value and service satisfaction, was proposed and tested.Design/methodology/approachThe authors test the research model using a structural equation modeling approach (Amos) based on a mobile survey of 430 South Korean consumers. The authors design the research based on causal relationships and collect the data using the convenience sampling method.FindingsThe authors found that the independent variables (customer-perceived service climate, service authenticity and CP) have a positive effect on service value as well as service satisfaction. Further, service value has a mediating effect on the relationships between the independent variables and service satisfaction.Originality/valueThis is the first study to examine the effects of smartphone repair service on customers' evaluation. As the number of smartphone users increases, the results obtained from this study will provide important managerial implications for service managers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asia Pacific Journal of Marketing and Logistics Emerald Publishing

Effects of service authenticity, customer participation and customer-perceived service climate on customers' service evaluation

Download PDF
16 pages

Loading next page...
 
/lp/emerald-publishing/effects-of-service-authenticity-customer-participation-and-customer-fRnZr5rsCR
Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1355-5855
DOI
10.1108/apjml-11-2019-0673
Publisher site
See Article on Publisher Site

Abstract

The purpose of this study is to examine the effect of service authenticity, customer participation (CP) and customer-perceived service climate on customers' service evaluation within the context of smartphone repair services in South Korea. A conceptual model, including customer-perceived service climate, service authenticity, CP, service value and service satisfaction, was proposed and tested.Design/methodology/approachThe authors test the research model using a structural equation modeling approach (Amos) based on a mobile survey of 430 South Korean consumers. The authors design the research based on causal relationships and collect the data using the convenience sampling method.FindingsThe authors found that the independent variables (customer-perceived service climate, service authenticity and CP) have a positive effect on service value as well as service satisfaction. Further, service value has a mediating effect on the relationships between the independent variables and service satisfaction.Originality/valueThis is the first study to examine the effects of smartphone repair service on customers' evaluation. As the number of smartphone users increases, the results obtained from this study will provide important managerial implications for service managers.

Journal

Asia Pacific Journal of Marketing and Logistics – Emerald Publishing

Published: Apr 20, 2021

Keywords: Service authenticity; Customer-perceived service climate; Customer participation; Service value; Servuction framework

References

  • Structural equation modeling in practice: a review and recommended two-step approach
    Anderson, J.C.; Gerbing, D.W.
  • Service with a smile and encounter satisfaction: emotional contagion and appraisal mechanisms
    Barger, P.B.; Grandey, A.A.
  • Customers' motivations for maintaining relationships with service providers
    Bendapudi, N.; Berry, L.L.
  • Psychological implications of customer participation in co-production
    Bendapudi, N.; Leone, R.P.
  • Servicescapes: the impact of physical surroundings on customers and employees
    Bitner, M.J.
  • A service climate synthesis and future research agenda
    Bowen, D.E.; Schneider, B.
  • Customer participation in service specification and delivery
    Cermak, D.S.P.; File, K.M.; Prince, R.A.
  • Is customer participation in value creation a double-edged sword? evidence from professional financial services across culture
    Chan, K.W.; Yim, C.K.; Lam, S.S.K.
  • Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
    Cronin, J.J.; Brady, M.K.; Hult, G.T.M.
  • Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry
    Crosby, L.A.; Stephens, N.
  • Service climate effects on customer attitudes: an examination of boundary conditions
    Dietz, J.; Pugh, S.D.; Wiley, J.W.
  • Customer participation in services: domain, scope, and boundaries
    Dong, B.; Sivakumar, K.
  • A descriptive model of the consumer co-production process
    Etgar, M.
  • Evaluating structural equation models with unobservable variables and measurement error
    Fornell, C.; Larcker, D.F.
  • Is ‘service with a smile’ enough? authenticity of positive displays during service encounters
    Grandey, A.A.; Fisk, G.M.; Mattila, A.S.; Jansen, K.J.; Sideman, L.A.
  • Customer participation to co-create value in human transformative services: a study of higher education and health care services
    Hau, L.N.; Thuy, P.N.
  • Are all smiles created equal? how emotional contagion and emotional labor affect service relationships
    Hennig-Thurau, T.; Groth, M.; Paul, M.; Gremler, D.D.
  • Missing link in the service profit chain: a meta-analytic review of the antecedents, consequences, and moderators of service climate
    Hong, Y.; Liao, H.; Hu, J.; Jiang, K.
  • Evaluating service quality in automobile maintenance and repair industry
    Jain, N.K.; Singh, A.K.; Kaushik, K.
  • Service climate as a moderator of the effects of customer-to-customer interactions on customer support and service quality
    Jung, J.H.; You, J.J.; Arnold, T.J.
  • Customer participation in service production and delivery
    Kelley, S.W.; Donnelly, J.H.; Skinner, S.J.
  • On the relationship between customer participation and satisfaction: two frameworks
    Kellogg, D.L.; Youngdahl, W.E.; Bowen, D.E.
  • A consumer-based model of authenticity: an oxymoron or the foundation of cultural heritage marketing
    Kolar, T.; Zabkar, V.
  • Authenticity and consumer value ratings: empirical tests from the restaurant domain
    Kovács, B.; Carroll, G.R.; Lehman, D.W.
  • A multilevel investigation of factors influencing employee service performance and customer outcomes
    Liao, H.; Chuang, A.
  • Service attribute boundary conditions of the service climate–customer satisfaction link
    Mayer, D.M.; Ehrhart, M.G.; Schneider, B.
  • Customer satisfaction with services: putting perceived value into the equation
    McDougall, G.H.G.; Levesque, T.
  • The effect of service climate on perceived service value and behavioral intentions: the mediating role of service quality
    Mokhtaran, M.; Fakharyan, M.; Jalilvand, M.R.; Mohebi, M.
  • Customer participation management: developing a comprehensive framework and a research agenda
    Mustak, M.; Jaakkola, E.; Halinen, A.; Kaartemo, V.
  • Modelling the relationship between perceived value, satisfaction and repurchase intention in a business-to-business, services context: an empirical examination
    Patterson, P.G.; Spreng, R.A.
  • The roles of quality, value, and satisfaction in predicting cruise passengers’ behavioral intentions
    Petrick, J.
  • Sources of method bias in social science research and recommendations on how to control it
    Podsakoff, P.M.; MacKenzie, S.B.; Podsakoff, N.P.
  • Going to extremes: managing service encounters and assessing provider performance
    Price, L.L.; Arnould, E.J.; Tierney, P.
  • Driving service effectiveness through employee-customer linkages
    Pugh, S.D.; Dietz, J.; Wiley, J.W.; Brooks, S.M.
  • The CES-D scale: a self-report depression scale for research in the general population
    Radloff, L.S.
  • Customer participation in service production and delivery
    Rodie, A.R.; Kleine, S.S.; Swartz, T.A.; Iacobucci, D.
  • Linking service climate and customer perceptions of service quality: tests of a causal model
    Schneider, B.; White, S.S.; Paul, M.C.
  • Understanding organization-customer links in service settings
    Schneider, B.; Ehrhart, M.G.; Mayer, D.M.; Saltz, J.L.; Niles-Jolly, K.
  • Consumer-perceived value: the development of a multiple item scale
    Sweeney, J.C.; Soutar, G.N.
  • Method variance and marker variables: a review and comprehensive CFA marker technique
    Williams, L.J.; Hartman, N.; Cavazotte, F.
  • The effect of event supportive service environment and authenticity in the quality-value-satisfaction framework
    Wong, I.A.; Ji, M.; Liu, M.T.
  • A re-examination of the antecedents and impact of customer participation in service
    Wu, C.H.J.
  • Customer perceived value, satisfaction, and loyalty: the role of switching costs
    Yang, Z.; Peterson, R.T.
  • Customer value co-creation behavior: scale development and validation
    Yi, Y.; Gong, T.
  • Consumer perceptions of price, quality, and value: a means-ends model and synthesis of evidence
    Zeithaml, V.A.