Winning the Service Game

Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

“…Solomon et al (1985) express technical output as an "actual" service and consider it the determinant in assessing the quality of a service encounter, while Rust and Oliver (1994) explicate service output as a "service product" and believe it to be a relevant characteristic that customers assess after the service encounter. Schneider and Bowen (1995) demarcated technical quality as the essence of the service, defining it as the measure of the "core service". They accept the importance of service processes and interaction, but also point out that the process (e.g.…”

“…Since corporate image is defined as perception of a firm's presentation in the customer's mind, additional perceptions customers gain through the assessment of technical (Schneider and Bowen 1995) and functional (Cronin and Taylor, 1992) quality will be directly related to the formulation of perceived image (LeBlanc and Nguyen, 1996;Nguyen and LeBlanc 2001). Furthermore, as recommended by Grönroos (1984) and further evaluated by Nimako et al (2012), Kang and James (2004) perceived that corporate image will impact the overall quality assessment and will serve as a filter and carrier (Andreassen and Lindestad, 1998) of the effect of technical and functional quality on the overall quality assessment.…”

Achieving favourable customer outcomes through employee deviance

“…In fact, their participation in the exchange generates a more enjoyable experience (Dabholkar & Bagozzi, 2002) and they may experience delight due to the greater sense of control they have over the process and the final outcome (Schneider & Bowen, 1995). Hence, customers' engagement to deviant exchanges that promote their own welfare is also anticipated to enhance their positive affective state.…”

Market Orientation and Entrepreneurial Success: Mediating Role of Entrepreneurial Learning Intensity

“…MO provides an additional strategic dimension and is a fundamental approach toward understanding consumers and competitors (Morgan, Vorhies & Mason 2009). The importance of MO in service businesses is strongly advised (Lam et al 2014;Mohammed Abdulai & Baba Yusif 2012;Schneider & Bowen 1995;Slater & Narver 2000) and becomes more apparent especially nowadays (Lam, Wong & Lee 2014;Mohammed Abdulai Mahmoud Baba Yusif 2012). Further, it is claimed that business adopting MO can satisfy its customers' needs in a better way (Blesa & Bignet 2005).…”