Service Business
Papers 404
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#1Sang M. Lee (NU: University of Nebraska–Lincoln)H-Index: 43
#2DonHee Lee (College of Business Administration)H-Index: 9
The Industry 4.0 era has brought a shift in consumers’ purchasing behaviors from traditional retailing to online and/or mobile channels, triggered by advanced digital technologies and an easy access to the global market. Smart digital devices and advanced technologies have enabled “untact” service, facilitating customer encounters without a face-to-face contact with employees. This study presents the concept of untact service based on a review of the literature on technology-enabled customer enc...
1 CitationsSource
#1DonHee Lee (College of Business Administration)H-Index: 9
This study empirically examines the effects of the organization’s culture and capabilities on employee commitment to ethical behavior in the healthcare sector. The proposed research model and associated hypotheses were tested using structural equation modeling based on data collected from 228 care team members in hospitals with more than 100 beds in metropolitan areas of South Korea. The findings of the study revealed how hospitals undertake ethical responsibility through organizational capabili...
This research studies the formation of tourist expectations around a tourist destination and the existence of a knowledge gap between this group and perceptions of tourism service providers. We propose a five-construct theoretical model: tourism expectations, destination image, social media, word-of-mouth communication and past experiences. We thus implemented two questionnaires, with tourists (n = 373) and with tourism service providers (n = 460). Structural equation modelling results identify ...
#1Nicolas LorgnierH-Index: 3
#2Nicolas Chanavat (University of Rouen)
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This paper argues that international sport organizations may be able to use value congruity in order to assess the effect of their current corporate social responsibility strategy and develop better relationships with their consumers. Six studies (n = 1197) conducted in the United States and France before and after the 2016 and 2018 Olympic Games revealed that brand-based value congruity (BBVC) has a significant positive influence on relationship quality, which is consistent with other measures ...
This study proposes and validates a service quality scale for the blood donation process. It also analyses the impact that service quality has on donor satisfaction with the donation process, the trust inspired by the blood transfusion centre and donor loyalty in terms of repetition and recommendation. Based on a sample of 30,621 Spanish current blood donors, the proposed model was validated using SEM. The results revealed how important the quality of the donation process is in achieving donor s...
1 CitationsSource
#1Edward C.S. Ku (National Kaohsiung University of Hospitality and Tourism)H-Index: 9
#2Chun-Der Chen (National Kaohsiung University of Hospitality and Tourism)H-Index: 3
The goal of this research is to determine how design credibility, functional benefit, hedonic shopping value, and visual appeal affect impulse buying; the model and hypotheses were tested with structural equation modeling. Design credibility encourages passengers to engage in usage of low cost carriers’ apps, and the functional benefits play a role of inducing positive emotions in the usage process of apps. Moreover, low cost carriers’ apps ambient conditions evoke passengers' emotion and in tur...
This research proposes a theoretical model to explain customer compliance with employee fuzzy requests in service encounters from a self-determination theory perspective. Utilizing data collected from 382 car-hailing users in south China, the model was examined through partial least squares structural equation modeling. Results revealed that identified and integrated regulations are positively related to customer compliance. Furthermore, identified regulation is positively affected by sense of r...
Compensation is one of the most important elements of service. Companies often pursue a strategy of overcompensation; however, there are contradictory results in the literature whether overcompensation has a positive or negative effect on postcomplaint customer behaviour. In this paper, based on three studies, we prove that examining the amount of additional effort required of the customer in order to achieve service recovery can help us better explain outcomes of the service recovery. Our resul...
Top fields of study
Service quality
Customer satisfaction
Human resource management
Public relations
Knowledge management