Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions

Hartline, Michael D.; Jones, Keith

doi:10.1016/0148-2963(95)00126-3

Cited by 422 publications

(334 citation statements)

References 23 publications

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“…Indeed, service encounter quality in a business-to-business context tends to be both overlooked at the managerial level (Bitran & Lojo 1993) and under-researched academically (Brown et al 1994;Chumpitaz & Paparoidamis 2004;Durvasula et al 1999;Gounaris 2005;Hartline & Jones 1996). This is surprising given the importance of contact personnel and the social/interpersonal aspects of the encounter in businessto-business services (Paulin et al 2000).…”

Section: Introductionmentioning

confidence: 93%

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Outcomes of service encounter quality in a business-to-business context

Jayawardhena

Souchon

Farrell

et al. 2007

Industrial Marketing Management

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Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-tobusiness setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empirically assessed. Both a literature review and a dyadic in-depth interview approach were used to develop a conceptual framework and a pool of items to capture service encounter quality. A mail survey of customers was undertaken, and a response rate of 36% was obtained. Data analysis was conducted via confirmatory factor analysis and structural equation modeling. Findings reveal a four-factor structure of service encounter quality, encompassing professionalism, civility, friendliness and competence dimensions. Service encounter quality was found to be directly related to customer satisfaction and service quality perceptions, and indirectly to loyalty. The importance of these findings for practitioners and for future research on service encounter quality is discussed.

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Section: Introductionmentioning

confidence: 93%

“…The study was conducted in a single industry in order to overcome contextual bias (see Hartline & Jones 1996). The first objective was to develop a measure of service encounter quality, applicable to a business-to-business context.…”

Section: Methodsologymentioning

confidence: 99%

Outcomes of service encounter quality in a business-to-business context

Jayawardhena

Souchon

Farrell

et al. 2007

Industrial Marketing Management

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“…Previous literature shows that prices and price judgments have a focal impact on buying behavior and loyalty formation (e.g. Hartline and Jones, 1996;Thomson et al, 2005). According to Monroe (2005), consumers judge prices relative to their internal reference prices and to the prices of similar products.…”

Section: H6b: Experience Strengthens the Positive Relationship Betweementioning

confidence: 99%

Brand love and positive word of mouth: the moderating effects of experience and price

Karjaluoto

Munnukka

Kiuru

2016

JPBM

231

218

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Purpose This study aims to test and extend Carroll and Ahuvia’s (2006) model on the antecedents and outcomes of brand love by examining the moderating effects of experience and price on the relationship between brand love and offline word of mouth (WOM) and between brand love and electronic WOM (eWOM). Design/methodology/approach An online survey was conducted on Facebook, which generated 342 valid responses. The data were analyzed using partial least squares-structural equation modeling. Findings The results mainly support the model by confirming that the self-expressiveness of the brand and trust are positively associated with brand love. No association between hedonic product type and brand love was found. The study’s findings also suggest positive associations between brand love and both types of WOM. Experience and price were found to strengthen the relationship between brand love and offline WOM but not the relationship between brand love and eWOM. Originality/value This study contributes to the literature by introducing and testing an extended model of brand love. It tests two moderating effects on the relationship between brand love and WOM.

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“…This also provides the opportunity to modify and improve processes during a long term contract. Furthermore, even less vital performance cues (Hartline and Jones, 1996) such as the service technicians putting stickers on the equipment on which the service has been conducted are seen and used by some companies as means to strengthen the local customers" perception of the service quality. In particular, this is a means to create awareness for services that are expected to work continuously without interruption and are noticed only when they do not work.…”

Section: Stage 4: Deliverymentioning

confidence: 99%

Development of industrial service offerings: a process framework

Kindström

Kowalkowski

2009

Journal of Service Management

252

253

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Purpose -The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implications for companies with a traditional focus on product development and product sales. Design/Methodology/Approach -The paper looks at new service development (NSD) literature and argues for a rationale to study NSD processes in a manufacturing context. Next, a generic NSD framework for manufacturing companies is presented. Examples are given based on an explorative multiple case study (10 companies) with in-depth interviews and focus groups. The analysis reveals organizational requirements and other critical factors related to each stage of the NSD process. Findings -A four-stage service offering development framework is presented. Critical aspects of NSD in a manufacturing context are highlighted. The importance of considering both NSD and NPD together is also emphasized. Research Limitations/Implications -The limitations are based primarily on methodology; the case studies focused only on the service organizations of the manufacturing companies studied. Practical implications -Managers need to be aware of the inter-relationship that exists between NSD and NPD and on the specificities of service development in companies where an industrial logic dominates. A number of managerial implications are proposed and discussed. Originality/Value -The study emphasizes the importance of latter stages in NSD, something that has not previously been extensively studied or addressed. In addition, to explicitly discuss NSD in a manufacturing context is novel.

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Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions

Cited by 422 publications

References 23 publications

Outcomes of service encounter quality in a business-to-business context

Outcomes of service encounter quality in a business-to-business context

Brand love and positive word of mouth: the moderating effects of experience and price

Development of industrial service offerings: a process framework

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