DC FieldValueLanguage
dc.contributor.authorRizomyliotis, Ioannis-
dc.contributor.authorKostopoulos, Ioannis-
dc.contributor.authorGounaris, Spiros-
dc.date.accessioned2024-03-27T11:59:54Z-
dc.date.available2024-03-27T11:59:54Z-
dc.date.issued2013-
dc.identifiergoogle_scholar-ljx6YlAAAAAJ:WF5omc3nYNoC-
dc.identifier.otherljx6YlAAAAAJ:WF5omc3nYNoC-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/1627-
dc.description.abstractThis 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.en_US
dc.language.isoenen_US
dc.source42nd EMAC Annual Conference 2013, 2013-
dc.titleOrganizational practices reducing the negative impact of customer non-compliance: an empirical studyen_US
dc.typeConference Paperen_US
dc.relation.conference42nd European Marketing Academy Conference (EMAC) "Lost in Translation: Marketing in an Interconnected World", 4-7 June 2013, Istanbul, Turkeyen_US
dc.relation.deptDepartment of Business Administrationen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.linkhttps://pureportal.strath.ac.uk/en/publications/organizational-practices-reducing-the-negative-impact-of-customeren_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
local.metadatastatusnot verifieden_US
item.cerifentitytypePublications-
item.languageiso639-1en-
item.openairetypeConference Paper-
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-
Appears in Collections:Conference Papers or Poster or Presentation / Δημοσιεύσεις σε Συνέδρια
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