Balancing the scales: recovering from service failures depends on the psychological distance of consumers

Lii, Yuan-Shuh; Pant, Anurag; Lee, Monle

doi:10.1080/02642069.2011.575130

Cited by 19 publications

(17 citation statements)

References 80 publications

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“…Thus, product quality (Ulaga and Eggert, 2006), order delivery (Ulaga and Eggert, 2006) and personnel training (Conca et al , 2004), as benefits of the core axis, were measured based on existing scales adapted accordingly to our study context, as well as product cost (Ritter and Walter, 2012) and switching cost (Barry and Terry, 2008). For the access axis, the measures for the benefits of customization (Homburg et al , 2011), service support (Ulaga and Eggert, 2006) and social support (Wang et al , 2012), together with service failure cost (Lii et al , 2012) and low interaction cost (Homburg et al , 2011) incorporated indicators with minor adaptations of existing scales. The same did not occur in the case of “low quality cost” construct, which we developed based on the work of Yang (2008).…”

Section: Methodsmentioning

confidence: 99%

“…In terms of access costs, the following may be identified: service failure cost (Lii et al , 2012; Harrison-Walker, 2012) deriving from the manufacturer’s inability to meet customer expectations; low interaction cost (Homburg et al , 2011), stemming from imbalances between the interests and actions of the manufacturer’s communication systems, namely task or interaction; and low quality cost (Yang, 2008; Cheah et al , 2011), which is the difference between the actual cost of the product/service and the cost that would be incurred if the product/service were not defective.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

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Axes of relationship value between manufacturers and retailers

Ruiz-Martinez

Saura

Frasquet

2018

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Purpose-The purpose of this paper is to define the relationship strategy of manufacturers with their retail customers through the identification of axes for the creation of relationship value. Design/methodology/approach-A survey was carried out and 219 valid questionnaires were completed and returned by the purchasing managers of retail companies in the furniture sector. The model was estimated using the partial least squares approach. Findings-The results revealed three axes of value creation: the core axis, the information and communication technologies (ICTs) axis, and the access axis. These axes included the benefits and costs related to the product and the service provided, the ICTs of the manufacturing project, and the relationships with the sales personnel. Research limitations/implications-Due to the size of the sample, the authors were unable to analyse the potential unobserved heterogeneity of the sample. The authors would suggest that this aspect should be analysed in future research in order to attempt to segment clients. Practical implications-Seller support is the main element of value creation. The importance of the efforts made by management to strengthen the capacities of the field force may be highlighted. Originality/value-The main contribution of this study has been to increase the level of abstraction of the study of relationship value through the identification and modelling of its axes of creation for the under-researched retailers-suppliers relationship.

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Section: Methodsmentioning

confidence: 99%

Section: Theoretical Frameworkmentioning

confidence: 99%

Axes of relationship value between manufacturers and retailers

Ruiz-Martinez

Saura

Frasquet

2018

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“…Repeat patronage intention looks at the customer's intentions to continue with a product and/or an intention to increase the scale and scope of this relationship [42]. Meanwhile, regarding attitudinal dimension, we adopted word-of-mouth (WOM) communication as it has been confirmed by other scholars that WOM is a significant factor that influences consumer choices [44,45]. Word of mouth is when consumers' interest in a product or service is reflected in their daily dialogues.…”

Section: Re-patronage and Word Of Mouth (Wom)mentioning

confidence: 99%

Does Social Media Marketing and Brand Community Play the Role in Building a Sustainable Digital Business Strategy?

Wang

2020

Sustainability

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This study investigates the effects of customer relationships on a brand’s social network website (BSN) for virtual and physical retail channels in the digital business environment. The authors also further explore the sustainable customer relationships with virtual and physical retail channels (i.e., consumer–community identification, CCI; and consumer–retailer love, C-R Love) and customer attitudinal/behavioral loyalty toward a retailer (re-purchase and word of mouth, WOM). The authors develop a framework to describe and examine the connections among customer relationships for BSN, CCI, C-R Love, and user loyalty for a retailer. Furthermore, it tests the mediating effects of virtual (i.e., CCI) and physical (i.e., C-R Love) channels on the correlation between BSN relationships and customer loyalty. The model and hypotheses in this study employ structural equation modeling with survey data. The study shows that partial customer relationships in BSNs directly or indirectly influence CCI and C-R Love, and both CCI and C-R Love positively influence re-purchase intentions and WOM communications. This study contributes a unique model for a process by which the customer relationships in BSNs can affect a sustainable retail loyalty through the virtual/physical channels. This finding can be viewed as pioneering and as setting a benchmark for future research.

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“…[59,60]). From the study on Zara case, Royo-Vela and Casamassima [12] have demonstrated that the higher the level of participation in a virtual brand community, the higher the positive word-of-mouth advertising towards the brand around which the community is developed.…”

Section: Wom and Repurchase Intentionmentioning

confidence: 99%

Re-purchase intentions and virtual customer relationships on social media brand community

Wang

2015

Hum. Cent. Comput. Inf. Sci.

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The purpose of this study was to demonstrate how to manage digital customer relationships (i.e. relationships with the brand, the product, the company, and other fans) on social media based community (i.e. Facebook brand fan-pages) and to influence post-purchase intentions (i.e. word-of-mouth and re-purchase intentions). This study used partial least squares to test the hypotheses and analyze the data. The results of this study indicated that all these four customer-community relationships can enhance post-purchase behaviors by improving individual community participation or identification. The findings are of benefit to both academics and practitioners and this research is one of the first to demonstrate how to manage digital customer relationships on social media brand community.

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Balancing the scales: recovering from service failures depends on the psychological distance of consumers

Cited by 19 publications

References 80 publications

Axes of relationship value between manufacturers and retailers

Axes of relationship value between manufacturers and retailers

Does Social Media Marketing and Brand Community Play the Role in Building a Sustainable Digital Business Strategy?

Re-purchase intentions and virtual customer relationships on social media brand community

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