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. |
URL: | https://pureportal.strath.ac.uk/en/publications/organizational-practices-reducing-the-negative-impact-of-customer |
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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