The service quality-satisfaction link revisited: exploring asymmetries and dynamics

Abstract

This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that functional-utilitarian quality attributes (availability, efficiency, fulfillment, and privacy) lose their capability to delight customers as the customer relationship matures. In contrast, hedonic quality attributes (design, enjoyment, and image) only exhibit an increasing effect on satisfaction for more experienced customers. These insights are vital for service managers as they help to improve the efficiency of quality investments.

The connection and disconnection between e-commerce businesses and their customers: Exploring the role of engagement, perceived usefulness, and perceived ease-of-use

“…Online shopping experience has been identified as one of the most important factors affecting e-commerce traffic and sales (Menon and Khan, 2002;Falk et al, 2010). Mounting evidence would suggest that price discounts are no longer enough to attract or retain customers; in fact, the shopping experience motivates online customers (Kim et al, 2009).…”

“…Previous research has defined utilitarian experiences as those providing instrumental, practical, and functional convenience, whereas hedonic experiences have been viewed as more fun, playful, experimental, and enjoyment-related (Childers et al, 2002;Falk et al, 2010). Past research has established that websites offering utilitarian experiences facilitate consumers' information processing and goal-attainment and are positively associated with the effectiveness of the website (Cyr and Head, 2013), whereas websites offering hedonic experiences furnish sensory gratification and are positively associated with enjoyment (Falk et al, 2010;Wang et al, 2011). That is, utilitarian websites have been shown to satisfy utilitarian and more pragmatic needs ( Van der Heijden, 2004).…”

“…In the context of online business, website homepages are arguably the "first contact" points between firms and their potential customers (Wang et al, 2011), and they offer varying experiences based on their functionality and appeal (Falk et al, 2010). Experiences offered online (e.g., easy product search and evaluation, up-to-date information, visually appealing interface, fun and enjoyable, etc.)…”

“…Since first impressions matter, exploring how shopping experiences facilitates the acquisition of tangible products (Meuter et al, 2000;Menon and Khan, 2002) shopping experience (website type) has been shown to influence important outcomes such as increased spending, increased liking of the store, increased time spent at the store, and increased unplanned purchases (Babin et al, 1994;Menon and Khan, 2002). For example, past researchers have conceptualized websites as hedonic and utilitarian and argued that in order to attract customers; e-retailers should incorporate the online shopping entertainment attributes along with functional attributes (Bauer et al, 2006;Childers et al, 2002;Falk et al, 2010). Wang et al (2011) propose that e-retailers should use a high level of aesthetic formality when website visitors are pursuing a purchase task, whereas a high aesthetic appeal should be used when website visitors do not have an immediate shopping goal.…”

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

“…The effect of service quality on behavioral intentions takes on different forms: direct effect, indirect effect through satisfaction, or moderating effect by satisfaction (Falk, Hammerschmidt, & Schepers, 2010;Bou-Llusar et al, 2001;Woodside, Frey, & Daly, 1989). For the direct effect, many studies in different industries have shown that service quality is an antecedent to behavioral intentions (Li, Huang, & Yang, 2011;Boshoff & Gray, 2004;Bou-Llusar et al, 2001); Parasuraman et al, 1985Parasuraman et al, , 1988Zeithaml et al, 1996).…”