Organizational practices reducing the negative impact of customer non-compliance: an empirical study
Authors: Rizomyliotis, Ioannis 
Kostopoulos, Ioannis 
Gounaris, Spiros 
Issue Date: 1-Jan-2013
Conference: 42nd European Marketing Academy Conference (EMAC) "Lost in Translation: Marketing in an Interconnected World", 4-7 June 2013, Istanbul, Turkey 
Abstract: 
This article focuses on the notion of customer non-compliance with instructions during the service encounter and explores the factors that reduce its negative impact on service quality. A conceptual framework was developed integrating the influence of customer non-compliance on perceived service quality and 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 non-compliance on service quality and indicate three factors that moderate this relationship: customer orientation, service blueprinting effectiveness and employee empowerment.
URI: https://uniwacris.uniwa.gr/handle/3000/1627
Type: Conference Paper
Department: Department of Business Administration 
School: School of Administrative, Economics and Social Sciences 
Affiliation: University of West Attica (UNIWA) 
Appears in Collections:Conference Papers or Poster or Presentation / Δημοσιεύσεις σε Συνέδρια

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