Testing the three Rs model of service quality

Moyes, David; Cano-Kourouklis, Michele; Scott, Joan

doi:10.1108/tqm-02-2015-0026

Cited by 5 publications

(6 citation statements)

References 25 publications

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“…Hypothesis 2 stated that responsive brands significantly impacted WOM which was not supported in the results (β = 0.044, p = .563) and confirmed the proposition that customers want to experience the journey before speaking good words about a brand (Chaniotakis & Lymperopoulos, 2009;Choi et al, 2018;Sheng, 2019). Researchers in past suggested that convenience during the entire consumer journey plays an important role in customer word of mouth (Ahmadi, 2019;Moyes et al, 2016), hence in addition to being responsive to the customers, the marketers should plan the service support to ensure convenience to the customers, thereby negating the hypothesis that just being responsive towards customers might significantly impact word of mouth. The customer might be delighted by the quick and timely response by the service providers, however, to speak words of praise, customers need to be satisfied with the products and the entire customer journey, and the results of the study supported hypothesis 3 which stated that customer satisfaction mediated the relationship between responsiveness and WOM (β = 0.073, p = .017), thus, vindicating the past research which suggested customer satisfaction as a moderator in influencing word of mouth (De Matos et al, 2009).…”

Section: Discussionmentioning

confidence: 83%

Do women customers love to talk about financial brands? An empirical evidence on the mediated service responsiveness and brand sincerity in creating a positive word of mouth

Zaman

Bolia²,

Anjam

2021

Cogent Business & Management

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women customers where achieving satisfaction is not necessary; however, the responsiveness of a financial product does not directly lead to a positive WOM, rather through satisfaction. The research is novel in empirically testing and comparing the role of brand sincerity and responsiveness in generating satisfaction and positive WOM. This study provides insights for the financial product designers and marketers intending to target women-customers, by focusing on the specific consumer behavioral dimensions leading to satisfaction and positive WOM to ensure the product success.

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Section: Discussionmentioning

confidence: 83%

Do women customers love to talk about financial brands? An empirical evidence on the mediated service responsiveness and brand sincerity in creating a positive word of mouth

Zaman

Bolia²,

Anjam

2021

Cogent Business & Management

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“…Kashif et al (2016) present the state of service quality from a cultural perspective, especially within an Asian cultural context. Moyes et al (2016) examine the customer loyalty responses specifically of urban service users in Scotland. Frahm (2016) investigates how organizations from the Western part of the world (Denmark specifically) can combine the issue of handling cultural challenges along with seeking to optimize internal processes through lean management, efficiently when operating in Southeast Asia (Indonesia).…”

Section: Discussionmentioning

confidence: 99%

Patterns emerging from the TQM paradigm in relation to the 21st century complex context within TQM journal

Kemenade

2021

TQM

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PurposeThe purpose of this research is to explore the deployment of the total quality management (TQM) paradigm in the TQM Journal in relation to the context of the 21st century. The study builds on the theoretical framework of the four quality paradigms that together compose TQM. The four paradigms differ in their effectiveness based on the context in which they are used. In a complex context, one would expect the reflective and the emergence paradigm to flourish. The TQM Journal is one of the leading scientific journals on TQM. If the assumption that the reflective and emergent paradigm would flourish in a complex environment is correct, one will see that represented in the past five years of scientific research in that magazine.Design/methodology/approachThe TQM Journal articles of the past five years from January 2016 till January 2021 have been chosen as the scope of an exploratory review. The author assessed the title and abstract of all articles based on the characteristics of the four quality paradigms, as described in the theoretical framework. If the title and abstract did not provide enough data to take the decision for the assessment, the whole article has been taken into account. The results have been collated, summarized and reported. Based on the results, the author explores the possible patterns.FindingsIn total, 283 articles from 2016 to 2021 (from Volume 28, Issue 1 to Volume 33, Issue 1) were included in this study. In total, 45 were read fully to be able to characterize the article. Most of the studies relate the tertiary (33.3%) and secondary (27.9%) sectors. Healthcare was the sector in 32 of the cases (11.3%). Most studies have been conducted in Europe (n = 82, 28.9%) and Asia (n = 58, 20.5%). Within Europe, Italy was the most prolific country with, respectively, 25 (30.8%) of the articles. The USA and Canada only had five articles in these five years (1.8%). Many articles did not specify the region. More than half of the articles (52.4%) worked with surveys, questionnaires or other methods to involve the customer in the research; 16 articles (5.6%) used experts in the field through expert panels and such to collect data from. In total, 107 articles (37.8%) did involve no other stakeholders than the researchers themselves. Eight studies (2.8%) used action research or co-design methodology to create optimal stakeholder participation. Based on the data, four patterns can be discovered: the context sensitivity of the articles, reflexivity, coping with uncertainty and co-creation.Research limitations/implicationsIt is acknowledged that the articles in the study were published in just one scientific journal. One can expect that this will be represented in other journals on TQM. Still, it would be interesting to conduct a follow-up study in other journals on TQM and compare the results. The research is done by one subjective researcher.Practical implicationsResearch on TQM should take the complexity of the context into account. For that purpose, researchers should focus more on the emergence paradigm within TQM.Originality/valueThis study is the first to investigate TQM as a holistic paradigm, including the empirical, reflective, reference and emergence paradigm in TQM research.

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“…33 The word-of-mouth and customer retention are enhanced through the "3`" of service quality, namely reliability, responsiveness, and recovery. 34 The customer quality assessment scale is used in the field of policing in Portugal to improve service quality. 35 The higher education service quality management and improvement go hand in hand.…”

Section: Literature Reviewmentioning

confidence: 99%

“…33 The word-of-mouth and customer retention are enhanced through the “3 Rs” of service quality, namely reliability, responsiveness, and recovery. 34…”

Section: Literature Reviewmentioning

confidence: 99%

People Quality Measurement in Service Industry: A New Approach

Gupta

Vrat

Ojha

2023

Metamorphosis: A Journal of Management Research

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In the service sector, the quality of people working at the operational level plays a crucial role in delivering a satisfactory customer experience. Though the types of attributes may be the same, their degree of impact on the delivered service quality may vary from one industry to another. This article uniquely identifies the critical attributes of people quality specific to the 10 contributing industries in the service sector. In the research article, the tools such as brainstorming, a focused group approach, a survey questionnaire, secondary research, and analytic hierarchy process (AHP) have been used for the identification, selection, prioritization, and weight allocation to the CTQs, sub-CTQs that define the quality of people. Further detailed analysis resulted in a three-layered hierarchy with key segments such as attitude, skill, and knowledge at the top at level one, seven critical to quality (CTQs) at level two, and 35 sub-CTQs at level three. Based on the identified CTQs and sub-CTQs, two innovative indices have been developed—quick people quality index (QPQI) and overall people quality index (OPQI). These indices may conveniently be used for evaluating the performance of an individual working at an operational level, engaged in the identified industry in the service sector. These indices are easy to use and require little computation time. The service organization may greatly be benefited by measuring the people quality periodically. They may take the initiatives to bridge the gaps highlighted by this model and improve people’s quality. This improvement in people quality will lead to an improvement in the delivered service quality of the organization.

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Testing the three Rs model of service quality

Cited by 5 publications

References 25 publications

Do women customers love to talk about financial brands? An empirical evidence on the mediated service responsiveness and brand sincerity in creating a positive word of mouth

Do women customers love to talk about financial brands? An empirical evidence on the mediated service responsiveness and brand sincerity in creating a positive word of mouth

Patterns emerging from the TQM paradigm in relation to the 21st century complex context within TQM journal

People Quality Measurement in Service Industry: A New Approach

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