Service Encounter Satisfaction Research Articles

Customers’ online service encounter satisfaction with chatbots: interaction effects of language style and decision-making journey stage

Purpose This study aims to examine the interaction effects of chatbots’ language style and customers’ decision-making journey stage on customer’s service encounter satisfaction and the mediating role of customer perception of emotional support and informational support using the construal level theory and social support theory as conceptual frameworks. Design/methodology/approach This study used a scenario-based experiment with a 2 (chatbot’s language style: abstract language vs concrete language) × 2 (decision-making journey stage: informational stage vs transactional stage) between-subjects design. Findings Findings show that during the informational stage, chatbots that use abstract language style exert a strong influence on service encounter satisfaction through emotional support. During the transactional stage, chatbots that use concrete language style exert a strong impact on service encounter satisfaction through informational support. Practical implications Findings provide some suggestions for improving customer–chatbot interaction quality during online service encounters. Originality/value This study offers a novel perspective on customer interaction experience with chatbots by investigating the chatbot’s language styles at different decision-making journey stages.

The negative effect of service robots’ affective human-likeness on consumer satisfaction in frontline service encounters

Although companies have widely deployed service robots with affective human-likeness, scant attention has been paid to their negative effects on consumer satisfaction. We adopt a consumer–robot relationship perspective to investigate the mechanism and boundary conditions of the negative influence of affective human-likeness on consumer satisfaction. We suggest that service robots with affective human-likeness may violate consumer–robot relationship norms, making consumers feel social discomfort, thereby negatively affecting their satisfaction. Study 1 shows that a high degree of affective human-likeness negatively affects consumer satisfaction by causing social discomfort. Study 2 finds that consumer power which affects the perception of social distance, can be the boundary condition for previous negative effects. This research makes contributes to the literature on service robot anthropomorphism, consumer–robot relationships, and consumer power in artificial intelligence marketing and can guide service robots’ anthropomorphic use.

스포츠센터의 접점서비스 품질과 접점만족, 관계신뢰 및 장기적 관계지향성의 구조적 관계

스포츠센터의 접점서비스 품질과 접점만족, 관계신뢰 및 장기적 관계지향성의 구조적 관계

Evaluation of customer satisfaction with different service encounters: a study on some selected super shops of Dhaka city

Customer is the king for any business whether it is manufacturing or service oriented in nature. Service encounter satisfaction is exigent to develop long run competitive position in market. The main objective of this study is to measure how different service encounters contribute on customer satisfaction by basing on some selected super shops of Dhaka city. The study has also focused on identifying the stages where customers are mostly satisfied from service encounter. This is a quantitative study where both primary and secondary data has used. The customers who purchase frequently from super shop are considered as population. The sample size of the study is 110 which has found by applying the Cochran’s formula (n0= (Z2 pq)/e2 ). Here, the 0 degree of error has considered as 9.5%. The respondents were determined purposively in order to collect primary data through questionnaire. The questionnaire has been prepared according to Rensis Likert 5 point scale. SPSS version-23 has been used to analyze the primary data. Descriptive statistical tools e.g. mean, standard deviation, standard error mean etc. have been used to analysis the primary data. Though the nature of the primary data is continuous and data has been collected from one sample group, so one tail t- test has been used to test the hypothesis. The study reveals that, the customer satisfaction of super shops varies at different stages. Customers are satisfied on the service encounter of pre-shopping stage, core shopping stage nevertheless they are not satisfied regarding the post service encounter. In order to retain the growing market potential, the super shop authorities need to concentrate on the customer satisfaction requirements at post-service encounter.

Are All Smiles Perceived Equal? The Role of Service Provider’s Gender

In service encounters, employees’ emotional displays, such as smiling, play a critical role in creating positive impressions. Whereas prior research has examined the impact of displaying authentic emotional expressions on service encounter satisfaction, empirical research on the joint impact of smile intensity and the service provider’s gender is scarce. To bridge that gap, the study reported in this article examines such interactive effects on customers’ authenticity perceptions. Findings indicate that a broad smile is perceived as more authentic when the service provider is a female (versus a male). Conversely, a slight smile is more congruent with male stereotypes, thus leading to higher authenticity perceptions. This study further shows that perceived authenticity is the psychological mechanism explaining the link between smile intensity and service encounter satisfaction. The findings suggest that hospitality managers should recognize the importance of the congruency of smile intensity and gender when developing training protocols.

Customer deference to service providers in ordinary service encounters

PurposeThe purpose of this paper is to explore the nature of customer deference to service providers in service encounters, and articulate its chief antecedents, experiences and consequences.Design/methodology/approachData were collected in Thailand, using critical incident technique. A total of 253 subjects share their experiences of being “deferential” (i.e. “kreng-jai” in Thailand) during everyday service encounters.FindingsThe findings indicate that in cultures in which the cultural norm (i.e. kreng-jai) is to be considerate of others, customers often become deferential of the service provider during service encounters, especially when customers perceive that the service provider’s well-being is compromised. However, customer deference involves aversive feelings which lead customers to devise coping strategies and avoid future contact with a company.Research limitations/implicationsUsing a specific cultural norm, the findings challenge prior finding that people from collectivist culture are more likely to tolerate and be satisfied with service encounters, and document the role of previously unexamined customer-related factors in driving satisfaction in ordinary service encounters.Practical implicationsThe findings recommend service providers to preempt customers’ deference by establishing and communicating the role and acceptable behaviors, managing physical distance with customers, and monitoring customer non-verbal behavior and facial expressions to detect the customers’ true feelings.Originality/valueNo prior research has comprehensively examined the phenomenon whereby consumers seek to benefit service providers at the expense of their own well-being. This study demonstrates that customer deference degrades customer satisfaction even in ordinary service encounters.

The impact of perceived justice on satisfaction and behavioral intentions in service encounters – a comparison and validation study

PurposeThe purpose of this paper is to test a research model based on the cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention.Design/methodology/approachThis paper is based on a questionnaire survey with service receivers in the Mexican telecom industry.FindingsThere are significant relationships between international/distributive justice and service satisfaction, as well as between service satisfaction and behavioral intention.Research limitations/implicationsThe research model tested appears not to be context- and time-specific, but valid across contexts and through time.Practical implicationsThe cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention provide useful insights into service recovery strategies.Originality/valueThis paper provides additional empirical substantiations to existing theory and previous studies.

The facilitating dynamic of customer-employee satisfaction: contributions from the person-centred approach to service encounters

Given that the quality of the service experience is constructed in the interaction between the customer and the employee, gaining insights on customer-employee satisfaction in service encounters is relevant to advance the knowledge of the service experience area of research. Building on this perspective, the present study aimed to identify a model of the facilitating dynamic of customer-employee satisfaction in service encounters. A qualitative instrumental case study was developed from 15 cases of different contexts in order to identify common patterns and propose a theoretical model. The findings indicate that the attitudes from the person-centred approach of the humanistic branch of psychology - empathy, acceptance, and authenticity - facilitate the satisfaction of both the customer and the employee in service encounters; foregoing conditions of these facilitative dynamic and specific impacts on customer-employee satisfaction were also identified.

The facilitating dynamic of customer-employee satisfaction: contributions from the person-centred approach to service encounters

Given that the quality of the service experience is constructed in the interaction between the customer and the employee, gaining insights on customer-employee satisfaction in service encounters is relevant to advance the knowledge of the service experience area of research. Building on this perspective, the present study aimed to identify a model of the facilitating dynamic of customer-employee satisfaction in service encounters. A qualitative instrumental case study was developed from 15 cases of different contexts in order to identify common patterns and propose a theoretical model. The findings indicate that the attitudes from the person-centred approach of the humanistic branch of psychology - empathy, acceptance, and authenticity - facilitate the satisfaction of both the customer and the employee in service encounters; foregoing conditions of these facilitative dynamic and specific impacts on customer-employee satisfaction were also identified.

Customer value - encounter satisfaction - overall satisfaction: examining the relationship in tourism destinations

Over the past decade, several studies in services and tourism literature have been conducted and concluded that satisfaction is associated and affected by value because value appraisals precede satisfaction. This study aims to examine the relationship between customer satisfaction from each destination service/encounter and overall, and its antecedent, customer value. The proposed relationships are tested using the structural equation modelling (SEM) analysis at an established Greek heritage destination, Olympia. The results indicate that value dimensions can explain considerably the destination service encounter satisfaction, which in turn contributes to overall satisfaction. This study can be considered among the first attempts to empirically test the relationship of service encounter satisfaction from every destination service and customer value.

Configuring Customer Touchpoints: A Fuzzy-Set Analysis of Service Encounter Satisfaction

Knowledge about the importance of sub-service encounters or touchpoints within the service process is a topic of interest to both researchers and businesses. However, existing research mainly analyses service encounter evaluations based on composite or overall measures. While these studies make a significant contribution to understanding the importance of specific attributes for evaluating the overall encounter, our study extends existing research by showing how evaluations might be built upon different configurations of touchpoints. Based on a qualitative comparative analysis, we identify the determinants that are ultimately necessary, as well as those that are sufficient, for creating positive customer experiences within airline services. We provide managers with guidance on how to design successful customer experiences and long-lasting customer satisfaction. This knowledge helps service firms invest in quality improvements that will pay off in the long run.We enrich service theory by providing an in-depth view of customer service encounters and by identifying how different configurations of touchpoint evaluations lead to satisfactory service experiences. We establish a complementary explanation of the creation of customers’ evaluations of multiple touchpoints.

Towards an understanding of the culturally intelligent behaviour of hotel service employees

In a highly complex and culturally diverse hospitality context, service employees are expected to perform high levels of culturally acceptable behaviour to culturally different guests, both verbal and non-verbal, during times of service interaction to boost guest satisfaction. Unarguably, cultural intelligence (CQ) is pivotal to both service employees and hospitality organisations. Nevertheless, there has been no empirical study of CQ conducted in the hospitality industry. The present study aims to investigate the performance and behaviour of hotel service employees’ CQ by employing a 14-item Cultural Intelligence Scale (CQS) in a questionnaire survey. A total of 719 valid responses from 10 hotels in Hong Kong were collected. The results suggest that the hotel service employees generally possess CQ in all four dimensions, namely metacognitive, cognitive, motivational and behavioural, which enables them to appropriately interact with hotel guests from different cultural backgrounds even though their cognitive CQ scored lower than the overall CQ. Furthermore, the specific CQ behaviours of the hotel employees in each dimension were scrutinised. In view of the importance of CQ in the hospitality industry, hospitality practitioners are duty-bound to nurture and develop the CQ of their service employees in the hope of attaining guest satisfaction in cross-cultural service encounters.

Modelling service-specific and global transit satisfaction under travel and user heterogeneity

Service provider administrators need to identify which perceived service quality (PSQ) elements are more relevant for users. By doing this, specific tactical and operational policies can be implemented to retain and attract new customers. In the public transport (PT) arena, few PSQ studies account for both service encounter and global satisfaction. Further, although some studies consider customer heterogeneity, we believe it has not been adequately captured. Regarding the problem of modelling PSQ from a PT service provider, we present a case study from Santiago, Chile. We analyse the PSQ derived from an extensive (n = 25,094) urban bus system satisfaction survey using structural equation models (SEM). Explicitly, we incorporate heterogeneity for both travel characteristics and sociodemographic attributes utilising a Multiple Indicator Multiple Cause (MIMIC) approach. We model two simultaneous regression equations regarding satisfaction with the bus-line (service encounter) being used and with the system (global), correcting for heterogeneity in all the satisfaction constructs via the SEM-MIMIC approach. Our main result is that the most critical variable for service encounter satisfaction is frequency/waiting time. For global satisfaction, the most significant attribute is tangibles/image, which includes satisfaction with the allied Metro service, with other users’ behaviour, and with information availability. As the perceived waiting time affects all satisfaction constructs negatively, we consider it a critical policy variable to tackle. Our model can serve as a planning tool for any PT administrator. The framework applies to any service setting with independent service-specific and global satisfaction attributes.

Preliminary framework to manage tenant satisfaction in facilities management service encounters

PurposeHomogeneity in the main business of renting office spaces among commercial facilities has led to fierce competition. To retain tenant attractiveness, many are now concerned about the quality of facilities management (FM) services in addition to the rent, office space and location. The quality of FM service can be attained with successful service encounters. Thus, this paper aims to establish an initial platform on which tenant satisfaction in FM service encounters can be achieved.Design/methodology/approachThe preliminary survey focused on gaining insights into FM encounters in commercial sector and applicability of service attributes under SERVQUAL model. The detailed survey concentrated on determining tenant perceptions on satisfactory levels of service attributes developed in the preliminary study and relationships between FM encounters and different service attributes. The collection of descriptive and inferential statistics was used to analyze the results.FindingsThis study’s findings reveal assurance and empathy to be highly correlated to tenant satisfaction, while other attributes are less correlated. However, perceptions of satisfaction levels of tenants on tangibility and reliability provides contradictory results to its correlation values. Satisfaction level in remote service encounters is lower compared to phone and face-to-face encounters. Complexity and management concerns toward physical facilities are imperative to uplift satisfaction in remote encounters.Research limitations/implicationsThe scope of study was limited to FM encounters in Sri Lankan Grade “A” commercial office properties with high quality standard finishes, state-of-the-art systems, exceptional accessibility and a definite market presence in Colombo.Originality/valueThe study developed a preliminary framework that guides users to identify the best combinations of service attributes with respective FM encounters, where tenant satisfaction needs to be achieved.

Information seeking behavior causing satisfaction modification intentions

PurposeCustomer satisfaction in a service encounter mainly depends on quality of the service provided. However, technological advancements and higher internet usage rates led to an over dependence of customers to social media. A research to identify the role played by information in the formation of satisfaction in service encounters is warranted. Thus, this study aims to examine the importance given by customers to various types of information in evaluating a service encounter and attempts to conceptualize the hierarchical process of formation, retention and modification of customer satisfaction under perceived information importance.Design/methodology/approachPerceptions of 385 bank customers were collected on their information-seeking behavior (ISB), importance of information on satisfaction, satisfaction modification intentions (SMI) and loyalty using a structured questionnaire. A variance-based structural equation modeling helped to identify significant linkages among variables such as satisfaction developers, satisfaction retainers, satisfaction modifiers, ISB, SMI and information allied loyalty.FindingsThe study could identify three distinct dimensions such as developers, retainers and modifiers for satisfaction construct under perceived importance to information measured using various attributes relevant to a service setting. ISB of customer emerged as an antecedent that cause paradigm changes in satisfaction as well as loyalty feel. The study could also establish that SMI significantly moderates loyalty from satisfaction dimensions even though intensities are different.Research limitations/implicationsTheoretically, this study examined the manner in which information intervenes in the satisfaction–loyalty link, but many predispositions of the customer about service capabilities of the service provider might have critically influenced their modification intentions.Practical implicationsProviding customers with consistent and reliable information is critical to the development of stable satisfaction judgements. Understanding the true impact of information and its role in modifying satisfaction can help marketers to fine tune their strategies for effective relationship management. Now, to remain competitive, firms must constantly analyze the implications of emerging information and the importance customers assign to such information.Originality/valueThis paper helped marketers to identify new areas to focus their attention to ensure lasting customer loyalty.

Impact of frontline service employees’ acculturation behaviors on customer satisfaction and commitment in intercultural service encounters

PurposeThe purpose of this paper is to explore the impact of four types of acculturation behaviors of frontline service employees (assimilation, separation, integration, and marginalization) on customer satisfaction and customer commitment.Design/methodology/approachIn total, 377 ethnically diverse customers of a retail bank in New Zealand participated in this study. SmartPLS3 was used to test all the hypotheses.FindingsAssimilation and integration have positive effects on both customer satisfaction and commitment. Marginalization has a negative effect on both customer satisfaction and commitment but separation has a negative effect only on customer satisfaction and not on customer commitment.Research limitations/implicationsFuture research may validate and extend the authors findings in diverse cultural settings and use experimental method to explore the socio-psychological mechanisms underlying the influence of frontline service employees’ acculturation behaviors on customer satisfaction and commitment.Practical implicationsThis study will help managers understand the importance of service employees’ acculturation behaviors and develop suitable recruitment strategies and training programs to improve their impact on customer satisfaction and commitment.Originality/valueThis study extends current research on intercultural service encounters by looking beyond the moderating effects of four types of service employees’ acculturation behaviors, to explore their direct effects on customer satisfaction and commitment.

A Study on the Effect of Medical Service Encounter and Customer Experience Satisfaction on Revisit Intention

A Study on the Effect of Medical Service Encounter and Customer Experience Satisfaction on Revisit Intention

Poor and rich customers in the service encounter

PurposeThe purpose of this study is to examine categorization leakage from employees in service encounters in terms of indications that the customer has been categorized as either poor or rich. Given that customers perceive themselves as belonging to one of these two categories, leakage can result in perceptions of the categorization as either correct or incorrect, and the specific purpose is to assess the impact of such outcomes on customer satisfaction.Design/methodology/approachTwo between-subjects experiments were used to manipulate service employees’ leakage of categorization clues; the participants were subject to leakage comprising clues that they had been categorized as either poor or rich. The participants’ self-perceived membership in the poor and rich categories was used as a measured factor.FindingsThe results indicate that customers are indeed sensitive to how they are categorized in service encounters. More specifically, when categorization in terms of the categories poor and rich was leaked to the customer, being correctly categorized (either as poor or rich) was more satisfying than being incorrectly categorized. In addition, given the valenced charge of these two categories, the results indicate that the category charge per se also influences satisfaction.Originality/valueThe present study adds employee categorization leakage to the existing literature dealing with employee-related factors affecting customer satisfaction in service encounters.

The influence of a “green” loyalty program on service encounter satisfaction

PurposePresently, loyalty programs often offer preferential treatment to the firm’s best customers, and recently, service firms started to incorporate corporate social responsibility (CSR) initiatives into the loyalty reward programs (e.g. Starwood’s “Make A Green Choice”). However, academic research advancing the understanding of the effectiveness of CSR-focused loyalty programs is lacking. To bridge that gap, this paper aims to examine the influence of a “green” loyalty program on members’ and bystanders’ service encounter satisfaction in light of preferential treatment. Furthermore, this paper investigates the psychological mechanisms (prosociality perceptions and status perceptions) that underlie these effects.Design/methodology/approachThis study used a 2 (loyalty program: green vs standard) × 2 (customer type: member vs bystander) × 2 (observability of preferential treatment: low vs high) between-subjects experimental design. Respondents were asked to read a hotel check-in scenario and then completed scales that measured their perceptions and evaluations of the service encounter.FindingsResults from this study suggest that a green loyalty program can buffer the negative effect of preferential treatment on bystanders’ service encounter satisfaction. An examination of the underlying mechanism reveals that prosociality perceptions of the firm mediate the impact of loyalty programs on bystanders’ satisfaction. As expected, the results show that a green loyalty program is as effective as a standard program in elevating members’ satisfaction. Furthermore, findings from a moderated mediation analysis indicate that status perceptions mediate the impact of customer type on satisfaction. However, status perceptions have a greater leveraging power in satisfaction when observability of preferential treatment is high.Originality/valueThe results of this study have significant implications for service firms with loyalty programs and customer prioritization practices. By incorporating CSR into their loyalty programs, firms may be able to mitigate the negative bystander effect while maintaining the positive effects of preferential treatment on members’ service encounter satisfaction.

Intentions to use and recommend to others

Purpose – In an online banking context this study seeks to explore the relation between the relationship marketing factors of customer intentions to continue to use services and to recommend these services to others, and the technology acceptance factors of self-control, usefulness, customer value, technology-based service encounter satisfaction and reputation. Innovatively this study also compares the proposed model in two countries, Portugal and Austria. Design/methodology/approach – Derived from a review of previous literature, a survey was developed and data were collected using the online survey service of universities in two countries, Portugal and Austria. The partial least squares approach was employed to test the hypotheses. Findings – The findings showed that self-control and usefulness are important antecedents of customer value delivery. Furthermore perceptions of online bank reputation were enhanced by the satisfaction derived from positive customer encounters with online banking services. Unlike the Portuguese, Austrians' perceptions of bank reputation did not significantly influence their intention to continue to use or their propensity to recommend online banking to others. Originality/value – Based on literature which suggests that constructs such as customer value, trust, satisfaction and reputation are inter-related to the technology acceptance model, this paper extends earlier theoretical frameworks and is the first study to incorporate relationship marketing constructs into a model examining intention to use, and recommending online banking services. The study also differentiates the model in two countries that represent different business and cultural settings: Portugal and Austria.