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 |
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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 |
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Country/Territory | Turkey |
City | Istanbul |
Period | 4/06/13 → … |
Internet address |
Keywords
- organisational behaviour
- consumer behaviour
- customer non-compliance