“Do not impose on others what you desire.” Research on the influence of service Personnel's interactive orientation on customer comfort

Li, Mengyi; Ma, Qian

doi:10.1016/j.jretconser.2021.102887

Cited by 18 publications

(4 citation statements)

References 45 publications

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“…Fang & Yingqian (2023) further proposed that customer satisfaction refers to customers' evaluation of the process of obtaining products and services. Li & Ma (2022) states more explicitly that customer satisfaction refers to customers' expectations of products or services before consumption, compared with actual consumption.…”

Section: Quality Of Logistics Servicementioning

confidence: 99%

Research on Logistics Service Quality and Customer Loyalty of Cross-border E-commerce Platform in China

Yan,

Rahim,

Wahab

2024

IJARBSS

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Logistics service quality has always been a very important part of cross-border e-commerce. At the same time, as the only link to contact consumers offline, logistics service quality greatly affects consumers' perception and evaluation of e-commerce shopping. However, there are relatively few studies on the relationship between logistics service quality and consumer loyalty. This study aims to explore the logistics service factors that affect consumer loyalty in the context of cross-border e-commerce, build a "logistics service quality-customer loyalty" model, and put forward hypotheses.

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Section: Quality Of Logistics Servicementioning

confidence: 99%

Research on Logistics Service Quality and Customer Loyalty of Cross-border E-commerce Platform in China

Yan,

Rahim,

Wahab

2024

IJARBSS

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“…A high quality of service gives the user better control over the consumption process and adequate control allows the user to feel a higher quality of service [37]. Li et al (2022) discussed the role of perceived control in mediating the relationship between service staff and customer comfort [38]. System quality is interpreted as a measure of the performance of a platform's information system itself.…”

Section: The Impact Of Short Video Platform Characteristics On User E...mentioning

confidence: 99%

The Influence of Short Video Platform Characteristics on Users’ Willingness to Share Marketing Information: Based on the SOR Model

et al. 2023

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User marketing information sharing plays a significant role in boosting the effectiveness of short video marketing. Exploring the factors influencing the willingness to share has become a meaningful way to improve the dissemination of marketing information. This study examines how the characteristics of short video platforms affect users’ willingness to share marketing information and investigates the mediating role of users’ flow experience. We adopted qualitative and quantitative analyses to explore the issue. Twelve participants were recruited to conduct the online interviews and 306 valid data points on users’ willingness to share marketing information were obtained through a questionnaire. The study was conducted using structural equation modelling (SEM) and mediating effect tests. The interviews verified that the information quality, the service quality, and the system quality are essential characteristics of a well-established short video platform. The results of the empirical analysis showed that the information and the service and system quality of short video platforms have a positive impact on users’ willingness to share marketing information through perceived control and pleasure, respectively. The effect of information quality on users’ desire to share marketing information is the strongest. This study provides a reference for short video platforms to optimize and improve their marketing effectiveness.

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“…Social dis/comfort has been consistently recognized as a significant factor in shaping service outcomes by directly influencing customers’ affective responses toward service providers. For example, the improvement of customers’ social comfort is helpful for building rapport (Li and Ma, 2022). As an antithesis, customers’ social discomfort can produce negative word of mouth (Rosenbaum et al , 2018).…”

Section: Literature Reviewmentioning

confidence: 99%

I can be myself: robots reduce social discomfort in hospitality service encounters

Liu

Zhou

2023

IJCHM

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Purpose The purpose of this study is to evaluate service robots as an alternative service provider that can reduce customers’ social discomfort in hospitality service encounters. Specifically, the authors discuss when and in what scenarios service robots can alleviate such social discomfort and explain this effect from the perspective of dehumanization. Design/methodology/approach Following a social constructivist paradigm, the authors adopt a qualitative research design, gathering data through 21 semistructured interviews to explore why the presence of service employees causes customers’ social discomfort in hospitality service encounters and how service robots alleviate such discomfort. Findings This study’s results suggest that both the active and passive engagement of service employees are sources of customers’ social discomfort in hospitality service encounters; thus, adopting service robots can help reduce such discomfort in some scenarios. Customers’ differentiating behaviors, a downstream effect of social discomfort, are also addressed. Practical implications Service robots can reduce customers’ social discomfort in certain scenarios and influence their consumption behaviors. This finding offers actionable insights regarding the adoption of service robots in hospitality service encounters. Originality/value This research enhances the understanding of social discomfort in hospitality service encounters and expands the research on service robots. To the best of the authors’ knowledge, it is the first attempt to reveal the bright side of robots in service encounters from a dehumanization perspective.

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“Do not impose on others what you desire.” Research on the influence of service Personnel's interactive orientation on customer comfort

Cited by 18 publications

References 45 publications

Research on Logistics Service Quality and Customer Loyalty of Cross-border E-commerce Platform in China

Research on Logistics Service Quality and Customer Loyalty of Cross-border E-commerce Platform in China

The Influence of Short Video Platform Characteristics on Users’ Willingness to Share Marketing Information: Based on the SOR Model

I can be myself: robots reduce social discomfort in hospitality service encounters

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