A narrative review and meta-analysis of service interaction quality: new research directions and implications

Ranjan, Kumar Rakesh; Sugathan, Praveen; Rossmann, Alexander

doi:10.1108/jsm-01-2014-0029

Cited by 48 publications

(32 citation statements)

References 72 publications

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“…This is because the quality of solutions to customer queries may depend on other factors such as employee behavior, expertise and other resources of the firm [28,29]. Moreover, customers are aware of features provided by social media such as interactivity and multitasking, and expect better solutions to their complaints than from traditional media.…”

Section: H3mentioning

confidence: 99%

Usage of Social Media Systems in Customer Service Strategies

Rossmann

Wilke²,

Stei

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

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This paper examines the efficacy of social media systems in customer complaint handling. The emergence of social media, as a useful complement and (possibly) a viable alternative to the traditional channels of service delivery, motivates this research. The theoretical framework, developed from literature on social media and complaint handling, is tested against data collected from two different channels (hotline and social media) of a German telecommunication services provider, in order to gain insights into channel efficacy in complaint handling. We contribute to the understanding of firm's technology usage for complaint handling in two ways: (a) by conceptualizing and evaluating complaint handling quality across traditional and social media channels and (b) by comparing the impact of complaint handling quality on key performance outcomes such as customer loyalty, positive word-of-mouth, and crosspurchase intentions across traditional and social media channels.

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Section: H3mentioning

confidence: 99%

Usage of Social Media Systems in Customer Service Strategies

Rossmann

Wilke²,

Stei

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

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“…Although other methods, such as interviews or focus groups, might produce similar data, solely experiments help in distinguishing causal effects. Additionally, we follow the suggestion of Ranjan et al (2015) to use experimental approaches for investigating the quality of service interactions.…”

Section: Undesirable Customer Behavior As Uncooperative Behaviormentioning

confidence: 99%

Power versus trust – what matters more in collaborative consumption?

Hofmann¹,

Hartl

Penz

2017

JSM

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For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. Abstract Purpose -Collaborative consumption, such as car sharing, specifically implicates customer-to-customer interaction, which must be regulated by service providers (companies, peers and self-regulating communities), comprising different challenges for business organizations. While in conventional business relations, consumers are protected from undesirable customer behavior by laws, regulations (power) in the context of collaborative consumption are rare, so that trust becomes more relevant. It is the purpose of the study to investigate possible mechanisms to prevent undesirable customers in collaborative consumption. Design/methodology/approach -In between subject designs, samples of 186 and 328 consumers filled in experimental online questionnaires with vignettes. Analyses were made of differences among car sharing companies, private persons and car sharing communities in terms of the power of providers, trust in providers and trust in other users of the shared goods, undesirable customer behavior and consumer-provider relations. *Related content and download information correct at time of download.Findings -Companies, private persons and self-regulating communities differ in terms of perceived power and trust. Participants specifically perceive mainly coercive power with the car sharing company, but with the private person and the community, reason-based trust in other users is perceived as prevalent. Nevertheless, undesirable customer behavior varies only marginally over the models. Originality/value -The present study is the first to investigate measures to prevent undesirable customer behavior over different collaborative consumption models. This enables appropriate identification of market segments and tailoring of services. The study identifies opportunities for companies in contrast to private persons and self-regulating communities and, in doing so, provides important stimulation for marketing strategy and theory development.

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“…As for future methods of data collection, we support Ranjan et al (2015) call for conducting more dyadic research when studying service encounters and invite researchers to use a dyadic methodology that measures both customer and employee attitudes and perceptions towards giving and receiving PCF.…”

Section: Limitations and Directions For Future Researchmentioning

confidence: 96%

When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being

Nasr

Burton

Gruber

2015

Journal of Services Marketing

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Purpose – Front-line employee (FLE) well-being is an under-researched field. Contrasting the prevailing view that Positive Customer Feedback (PCF) can only have ‘positive’ impacts, this study aims to answer the counterintuitive question: Could the apparently positive construct ‘Positive Customer Feedback’ have a negative impact on the well-being of front-line employees? Consequently, working within the Transformative Service Research (TSR) framework, we investigate whether PCF can negatively affect the eudaimonic and hedonic well-being dimensions of FLEs, thus decreasing their overall psychological well-being level. Design/methodology/approach – A multidisciplinary literature review was conducted, particularly in the social psychology, human resources and organizational behavior fields, to examine the potential negative impacts of PCF. Subsequently, an exploratory qualitative study consisting of seven focus groups with 45 FLEs and 22 in-depth interviews with managers working across various service industries were performed. All the transcripts were analyzed via an iterative hermeneutical process. Findings – A model describing ten negative impacts and six key contingencies of PCF was developed. The identified impacts can negatively affect the eudaimonic and hedonic well-being dimensions of FLEs. PCF can have a negative impact on the eudaimonic dimensions such as harmony, respect and support. Moreover, PCF appears to increase the negative affect by creating tension, fear, strain and stress, thus, negatively affecting the happiness level of FLEs (hedonic well-being). The identified contingencies play a crucial role in determining the direction and intensity of the negative impact of PCF. Therefore, the overall psychological well-being level of FLEs can suffer as a result of PCF. This study also discusses managerial challenges associated with PCF management. Research limitations/implications – The article discusses important managerial implications in the field of FLE well-being and PCF management and suggests directions for future research aiming to expand the boundaries of the current TSR agenda and service human resources. Originality/value – This study is the first to explore the negative side of PCF from a TSR perspective. It extends the understanding of the overlooked area of PCF and FLE well-being.

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A narrative review and meta-analysis of service interaction quality: new research directions and implications

Cited by 48 publications

References 72 publications

Usage of Social Media Systems in Customer Service Strategies

Usage of Social Media Systems in Customer Service Strategies

Power versus trust – what matters more in collaborative consumption?

When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being

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