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

Giannis Kostopoulos, Spiros Gounaris, Ioannis Rizomyliotis

Research output: Contribution to conferenceProceeding

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 languageEnglish
Publication statusPublished - 4 Jun 2013
Event42nd EMAC Annual Conference 2013 - Istanbul, Turkey
Duration: 4 Jun 2013 → …
http://www.emac2013.org/

Conference

Conference42nd EMAC Annual Conference 2013
CountryTurkey
CityIstanbul
Period4/06/13 → …
Internet address

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Keywords

  • organisational behaviour
  • consumer behaviour
  • customer non-compliance

Cite this

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.