DC Field | Value | Language |
---|---|---|
dc.contributor.author | Rizomyliotis, Ioannis | - |
dc.contributor.author | Kostopoulos, Ioannis | - |
dc.contributor.author | Gounaris, Spiros | - |
dc.date.accessioned | 2024-03-27T10:14:12Z | - |
dc.date.available | 2024-03-27T10:14:12Z | - |
dc.date.issued | 2014-05-07 | - |
dc.identifier | scopus-84914106146 | - |
dc.identifier.issn | 1466-4488 | - |
dc.identifier.issn | 0965-254X | - |
dc.identifier.other | 84914106146 | - |
dc.identifier.uri | https://uniwacris.uniwa.gr/handle/3000/1619 | - |
dc.description.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. | en_US |
dc.language.iso | en | en_US |
dc.relation.ispartof | Journal of Strategic Marketing | en_US |
dc.subject | Customer non-compliance | en_US |
dc.subject | Customer orientation | en_US |
dc.subject | Service blueprinting | en_US |
dc.subject | Service quality | en_US |
dc.title | How to reduce the negative impact of customer non-compliance: an empirical study | en_US |
dc.type | Article | en_US |
dc.identifier.doi | 10.1080/0965254X.2014.914056 | en_US |
dc.identifier.scopus | 2-s2.0-84914106146 | - |
dcterms.accessRights | 0 | en_US |
dc.relation.dept | Department of Business Administration | en_US |
dc.relation.faculty | School of Administrative, Economics and Social Sciences | en_US |
dc.relation.volume | 22 | en_US |
dc.relation.issue | 6 | en_US |
dc.identifier.spage | 513 | en_US |
dc.identifier.epage | 529 | en_US |
dc.collaboration | University of West Attica (UNIWA) | en_US |
dc.subject.field | Social Sciences | en_US |
dc.journals | Subscription | en_US |
dc.publication | Peer Reviewed | en_US |
dc.country | Greece | en_US |
local.metadatastatus | verified | en_US |
item.cerifentitytype | Publications | - |
item.languageiso639-1 | en | - |
item.openairetype | Article | - |
item.openairecristype | http://purl.org/coar/resource_type/c_18cf | - |
item.fulltext | No Fulltext | - |
item.grantfulltext | none | - |
crisitem.author.dept | Department of Business Administration | - |
crisitem.author.faculty | School of Administrative, Economics and Social Sciences | - |
crisitem.author.orcid | 0000-0002-3516-0050 | - |
crisitem.author.parentorg | School of Administrative, Economics and Social Sciences | - |
Appears in Collections: | Articles / Άρθρα |
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