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.
|Publication status||Published - 4 Jun 2013|
|Event||42nd EMAC Annual Conference 2013 - Istanbul, Turkey|
Duration: 4 Jun 2013 → …
|Conference||42nd EMAC Annual Conference 2013|
|Period||4/06/13 → …|
- organisational behaviour
- consumer behaviour
- customer non-compliance
Kostopoulos, G., Gounaris, S., & Rizomyliotis, I. (2013). Organizational practices reducing the negative impact of customer non-compliance: an empirical study. 42nd EMAC Annual Conference 2013, Istanbul, Turkey.