Service Quality Expectations: Exploring the Importance of SERVQUAL Dimensions from Different Nonprofit Constituent Groups

Jones, Jeri; Shandiz, Mahmood

doi:10.1080/10495142.2014.925762

Cited by 36 publications

(30 citation statements)

References 21 publications

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“…In relationship marketing literature, empathy for mutual comprehension and individual consideration between social actors is vital [41]. Especially in online platform setting and services literature, empathy is considered as a significant element for productive platform-consumer communication [42], that mainly leads to understand and counter consumers' thoughts and feelings [43].…”

Section: Moderating Role Of Platform Empathymentioning

confidence: 99%

“…Especially in online platform setting and services literature, empathy is considered as a significant element for productive platform-consumer communication [42], that mainly leads to understand and counter consumers' thoughts and feelings [43]. Apropos this, different studies confirm that empathy involves two main dimensions: cognitive and emotional [41]. From former that is cognitive standpoint, empathy is platform's potential to undertake consumers viewpoint through understanding of their feelings, intentions, and thoughts [44].…”

Section: Moderating Role Of Platform Empathymentioning

confidence: 99%

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Psychological contract-based Consumer Repurchase behavior On Social commerce platform: An Empirical study

Hussain¹,

Liu²,

Li³

2020

KSII TIIS

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Social commerce, integration of social media and e-commerce, provides potential opportunities for consumers to talk about their ideas and exchange product-related information on online shopping platforms. Given the substantial prospects related to business opportunities and consumers' perceptions, this study explores the factors driving fulfillment of the psychological contract in social commerce platforms. This research proposes, examines, and proves a theoretical model for the post-purchase behavior of the consumers, through an empirical investigation of online questionnaire-based data, gathered from 367 consumers in a cross-sectional setting. Results show that the fulfillment of psychological contract, consumer loyalty, and affective commitment fully mediate the impact of consumer trust on platform and repurchase intention. The level of commitment toward the consumer by the platform is strongly related to the degree of consumer trust, which is reciprocated through re-purchase intentions. This study offers essential theoretical implications with regards to the social exchange theory, attribution theory, and an moderating effect of the platform empathy on consumers' trust-psychological contract fulfillment relationship. Likewise, this research has significant implications for practitioners and managers.

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Section: Moderating Role Of Platform Empathymentioning

confidence: 99%

Section: Moderating Role Of Platform Empathymentioning

confidence: 99%

Psychological contract-based Consumer Repurchase behavior On Social commerce platform: An Empirical study

Hussain¹,

Liu²,

Li³

2020

KSII TIIS

View full text Add to dashboard Cite

show abstract

“…Empathy plays a defending role in the customer and service provider relationship. Presentation of empathetic behaviour by service employees during interpersonal interactions with customers positively affects commitment, perceived quality of service, and satisfaction (Jones & Shandiz, 2015;Richard et al, 2016). Staff empathetic behaviour is crucial for leveraging trust and loyalty among visitors (Meneses & Larkin, 2012;Wieseke et al, 2012).…”

Section: Discussion Conclusion and Implicationsmentioning

confidence: 99%

How Delightful is Indian Wellness Tourism? A Netnographic Study

Mishra¹,

Panda²

2021

Advances in Hospitality and Tourism Research (AHTR)

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The growing number of wellness care facilities in India has raised concern over the service quality that is being provided to the tourists. This research targets to explore the dimensions of wellness tourism service quality based on customers' quality perception. Social media platforms such as Google reviews and hotel review blogs/websites were used to gather 400 public reviews. A Naïve Bayes machine learning Sentiment Analysis approach was used to identify critical areas to improve service delivery, customer relationship, and hospitality management in wellness resorts. Tangibility was identified as the most important dimension followed by empathy, assurance, reliability, and responsiveness. Assurance, empathy, and reliability have the most negative sentiments shared by tourists. Food quality, rooms and accommodation facilities, safety and security, attitude towards customer complaints, the behaviour of the staff, error-free services, and proper training are areas upon which Indian wellness resorts should focus. This study intends to identify additional constructs in future research and build robust models to actively rank the important factors for better customer engagement. Research findings may support managers and policymakers to identify areas of improvement to help them develop the wellness resorts in India.

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“…Empathy helps in building positive emotions toward the brand (Lee et al, 2011). Employee"s ability to understand customer emotions, expectations, and responding accordingly in the coordination with appropriate interactive behaviors increases loyalty towards the brand (Jones & Shandiz, 2015). Empathic employees have the ability to provide personalized assistance to customers (Wieseke et al, 2012) resulting in higher customer satisfaction.…”

Section: Review Of Related Studiesmentioning

confidence: 99%

Empathy of the Bancassurance Channel: an Empirical Study

Choudhury

Singh

Kajol

et al. 2020

ijfb

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Purpose: The purpose of the study is to assess the customers’ perception regarding empathy exhibited by the bancassurance channel and factors affecting it. Design/Methodology/Approach: Using random sampling, the data was collected from customers of several branches of State bank of India in Guwahati city of Assam, who have availed life insurance services from these branches. Tool of structured questionnaire was used to collect primary data. Mean, standard deviation, regression analysis was used to analyze the data and draw logical conclusions. Findings: The study shows that customer perceives bancassurance channel to have a high level of empathy towards customers. It was also found that none of the demographic variables considered in the study have any impact on influencing perception. Therefore, policymaker can adopt one fits all approach in the case of demographic aspects to improve the empathetic nature showed by the bancassurance channel. Research Limitations: The study takes into consideration the customers who have bought Life insurance service from various branches of State Bank of India, Guwahati, Assam, India. Originality: The study is first of its kind in assessing customer’s perception of empathy shown by the bancassurance channel. The study will be useful for researchers, academicians and those working in the area of bancassurance and in their understanding about factors influencing customer experience, satisfaction and retention strategy. Major Conclusion: The study finds that customers of the bancassurance channel perceive that the channel demonstrates high empathy. Therefore, policymaker can advocate for an increase in penetration of life insurance through the bancassurance channel. As there is no association between the demographic factors and customers’ perception towards empathy shown by the bancassurance channel, policymaker can adopt one fits all approach in the case of demographic aspects to improve the empathetic nature showed by the bancassurance channel.

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Service Quality Expectations: Exploring the Importance of SERVQUAL Dimensions from Different Nonprofit Constituent Groups

Cited by 36 publications

References 21 publications

Psychological contract-based Consumer Repurchase behavior On Social commerce platform: An Empirical study

Psychological contract-based Consumer Repurchase behavior On Social commerce platform: An Empirical study

How Delightful is Indian Wellness Tourism? A Netnographic Study

Empathy of the Bancassurance Channel: an Empirical Study

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