The relationship of differential loci with perceived quality and behavioral intentions

The relationship of differential loci with perceived quality and behavioral intentions This paper suggests that he/she whom the customer holds most responsible for a service experience may influence which service quality dimensions take precedence in customer satisfaction, word-of-mouth intentions, and repurchase intentions. Results indicate that, when consumers find the contact employee more responsible for the experience, what is delivered is most important to evaluations of service quality, satisfaction, and behavioral intentions. When management is thought to be more responsible, how the service is delivered is essential to consumers' evaluations. When responsibility is perceived as shared between the contact employee and management, the physical environment may play a larger role in influencing consumers' satisfaction with the service experience. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

The relationship of differential loci with perceived quality and behavioral intentions

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040310467943
Publisher site
See Article on Publisher Site

Abstract

This paper suggests that he/she whom the customer holds most responsible for a service experience may influence which service quality dimensions take precedence in customer satisfaction, word-of-mouth intentions, and repurchase intentions. Results indicate that, when consumers find the contact employee more responsible for the experience, what is delivered is most important to evaluations of service quality, satisfaction, and behavioral intentions. When management is thought to be more responsible, how the service is delivered is essential to consumers' evaluations. When responsibility is perceived as shared between the contact employee and management, the physical environment may play a larger role in influencing consumers' satisfaction with the service experience.

Journal

Journal of Services MarketingEmerald Publishing

Published: Apr 1, 2003

Keywords: Perception; Consumer behaviour

References

  • Employee performance cues in a hotel service environment: influence on perceived service quality, value, and word‐of‐mouth intentions
    Hartline, M.D.; Jones, K.C.
  • A typology of retail failures and recoveries
    Kelley, S.W.; Hoffman, K.D.; Davis, M.A.

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