Organizational practices reducing the negative impact of customer non-compliance: an empirical study

Giannis Kostopoulos; Spiros Gounaris; Ioannis Rizomyliotis

Organizational practices reducing the negative impact of customer non-compliance: an empirical study

Giannis Kostopoulos, Spiros Gounaris, Ioannis Rizomyliotis

Marketing

Research output: Contribution to conference › Proceeding › peer-review

Abstract

This article focuses on the notion of customer non-compliance with instructions during the service encounter and explores the factors that reduce its negative impact on service quality. A conceptual framework was developed integrating the influence of customer non-compliance on perceived service quality and 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 non-compliance on service quality and indicate three factors that moderate this relationship: customer orientation, service blueprinting effectiveness and employee empowerment.

Original language	English
Publication status	Published - 4 Jun 2013
Event	42nd EMAC Annual Conference 2013 - Istanbul, Turkey Duration: 4 Jun 2013 → … http://www.emac2013.org/

Conference

Conference	42nd EMAC Annual Conference 2013
Country/Territory	Turkey
City	Istanbul
Period	4/06/13 → …
Internet address	http://www.emac2013.org/

Keywords

organisational behaviour
consumer behaviour
customer non-compliance

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Cite this

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title = "Organizational practices reducing the negative impact of customer non-compliance: an empirical study",

abstract = "This article focuses on the notion of customer non-compliance with instructions during the service encounter and explores the factors that reduce its negative impact on service quality. A conceptual framework was developed integrating the influence of customer non-compliance on perceived service quality and 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 non-compliance on service quality and indicate three factors that moderate this relationship: customer orientation, service blueprinting effectiveness and employee empowerment.",

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AU - Gounaris, Spiros

AU - Rizomyliotis, Ioannis

PY - 2013/6/4

Y1 - 2013/6/4

N2 - This article focuses on the notion of customer non-compliance with instructions during the service encounter and explores the factors that reduce its negative impact on service quality. A conceptual framework was developed integrating the influence of customer non-compliance on perceived service quality and 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 non-compliance on service quality and indicate three factors that moderate this relationship: customer orientation, service blueprinting effectiveness and employee empowerment.

AB - This article focuses on the notion of customer non-compliance with instructions during the service encounter and explores the factors that reduce its negative impact on service quality. A conceptual framework was developed integrating the influence of customer non-compliance on perceived service quality and 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 non-compliance on service quality and indicate three factors that moderate this relationship: customer orientation, service blueprinting effectiveness and employee empowerment.

KW - organisational behaviour

KW - consumer behaviour

KW - customer non-compliance

UR - http://www.emac2013.org/

M3 - Proceeding

Y2 - 4 June 2013

ER -

Organizational practices reducing the negative impact of customer non-compliance: an empirical study

Abstract

Conference

Keywords

UN SDGs

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Cite this