Authors: | Rizomyliotis, Ioannis Kostopoulos, Ioannis Gounaris, Spiros |
Issue Date: | 7-May-2014 |
Journal: | Journal of Strategic Marketing |
Volume: | 22 |
Issue: | 6 |
Keywords: | Customer non-compliance, Customer orientation, Service blueprinting, Service quality |
Abstract: | This article focuses on the notion of customer non-compliance with front-line employees' instructions and company's policies during the service encounter. The aim of the study is to offer an alternative solution to the issue of customer non-compliance, exploring the factors that reduce its negative impact on service quality. For that reason, we developed a conceptual framework integrating the negative influence of customer non-compliance on perceived service quality with three moderating effects. To test the validity of the framework, a hierarchical approach was followed and data were collected from 120 managers and 585 customers of 120 hotels. The results confirm the negative influence of customer non-compliance on perceived service quality and indicate three organizational factors as reducing moderators of this influence: customer orientation, service blueprinting effectiveness and employee empowerment. Based on these conclusions, important implications for academics and practitioners are drawn. |
ISSN: | 1466-4488 0965-254X |
DOI: | 10.1080/0965254X.2014.914056 |
URI: | https://uniwacris.uniwa.gr/handle/3000/1619 |
Type: | Article |
Department: | Department of Business Administration |
School: | School of Administrative, Economics and Social Sciences |
Affiliation: | University of West Attica (UNIWA) |
Appears in Collections: | Articles / Άρθρα |
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