DC FieldValueLanguage
dc.contributor.authorRizomyliotis, Ioannis-
dc.contributor.authorKostopoulos, Ioannis-
dc.contributor.authorGounaris, Spiros-
dc.date.accessioned2024-03-27T10:14:12Z-
dc.date.available2024-03-27T10:14:12Z-
dc.date.issued2014-05-07-
dc.identifierscopus-84914106146-
dc.identifier.issn1466-4488-
dc.identifier.issn0965-254X-
dc.identifier.other84914106146-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/1619-
dc.description.abstractThis 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.en_US
dc.language.isoenen_US
dc.relation.ispartofJournal of Strategic Marketingen_US
dc.subjectCustomer non-complianceen_US
dc.subjectCustomer orientationen_US
dc.subjectService blueprintingen_US
dc.subjectService qualityen_US
dc.titleHow to reduce the negative impact of customer non-compliance: an empirical studyen_US
dc.typeArticleen_US
dc.identifier.doi10.1080/0965254X.2014.914056en_US
dc.identifier.scopus2-s2.0-84914106146-
dcterms.accessRights0en_US
dc.relation.deptDepartment of Business Administrationen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.relation.volume22en_US
dc.relation.issue6en_US
dc.identifier.spage513en_US
dc.identifier.epage529en_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.subject.fieldSocial Sciencesen_US
dc.journalsSubscriptionen_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
local.metadatastatusverifieden_US
item.cerifentitytypePublications-
item.languageiso639-1en-
item.openairetypeArticle-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.fulltextNo Fulltext-
item.grantfulltextnone-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.orcid0000-0002-3516-0050-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
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