Abstract
Language | English |
---|---|
Pages | 513-529 |
Number of pages | 17 |
Journal | Journal of Strategic Marketing |
Volume | 22 |
Issue number | 6 |
Early online date | 7 May 2014 |
DOIs | |
Publication status | Published - 2014 |
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Keywords
- customer non-compliance
- service quality
- service blueprinting
- customer orientation
Cite this
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How to reduce the negative impact of customer non-compliance : an empirical study. / Kostopoulos, Giannis; Gounaris, Spiros; Rizomyliotis, Ioannis.
In: Journal of Strategic Marketing, Vol. 22, No. 6, 2014, p. 513-529.Research output: Contribution to journal › Article
TY - JOUR
T1 - How to reduce the negative impact of customer non-compliance
T2 - Journal of Strategic Marketing
AU - Kostopoulos, Giannis
AU - Gounaris, Spiros
AU - Rizomyliotis, Ioannis
PY - 2014
Y1 - 2014
N2 - This article focuses on the notion of customer non-compliance with front-line employees' instructions and company's policies during the service encounter. The aim of the study is to offer an alternative solution to the issue of customer non-compliance, exploring the factors that reduce its negative impact on service quality. For that reason, we developed a conceptual framework integrating the negative influence of customer non-compliance on perceived service quality with three moderating effects. To test the validity of the framework, a hierarchical approach was followed and data were collected from 120 managers and 585 customers of 120 hotels. The results confirm the negative influence of customer non-compliance on perceived service quality and indicate three organizational factors as reducing moderators of this influence: customer orientation, service blueprinting effectiveness and employee empowerment. Based on these conclusions, important implications for academics and practitioners are drawn.
AB - This article focuses on the notion of customer non-compliance with front-line employees' instructions and company's policies during the service encounter. The aim of the study is to offer an alternative solution to the issue of customer non-compliance, exploring the factors that reduce its negative impact on service quality. For that reason, we developed a conceptual framework integrating the negative influence of customer non-compliance on perceived service quality with three moderating effects. To test the validity of the framework, a hierarchical approach was followed and data were collected from 120 managers and 585 customers of 120 hotels. The results confirm the negative influence of customer non-compliance on perceived service quality and indicate three organizational factors as reducing moderators of this influence: customer orientation, service blueprinting effectiveness and employee empowerment. Based on these conclusions, important implications for academics and practitioners are drawn.
KW - customer non-compliance
KW - service quality
KW - service blueprinting
KW - customer orientation
UR - http://www.tandfonline.com/doi/full/10.1080/0965254X.2014.914056#.U-kAeVZjuEc
U2 - 10.1080/0965254X.2014.914056
DO - 10.1080/0965254X.2014.914056
M3 - Article
VL - 22
SP - 513
EP - 529
JO - Journal of Strategic Marketing
JF - Journal of Strategic Marketing
SN - 0965-254X
IS - 6
ER -