How to reduce the negative impact of customer non-compliance: an empirical study
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

CORE Recommender
Show full item record

SCOPUSTM   
Citations

13
checked on Nov 1, 2024

Page view(s)

26
checked on Nov 5, 2024

Google ScholarTM

Check

Altmetric

Altmetric


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.