nach oben

Erschienen in:

2016 | OriginalPaper | Buchkapitel

Customer Experience of Value in the Service Encounter

verfasst von : Shu-Ching Chen

Erschienen in: Making a Difference Through Marketing

Verlag: Springer Singapore

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

Customer value is regarded as the fundamental basis for all marketing activity. It is also described as a source of competitive advantage for any organisation. In the critical service encounter, customer experience of value can improve business performance via customer satisfaction and/or customer loyalty. Customer satisfaction and customer loyalty are two imperative non-financial indices for measuring business success in a service-dominated organisation. Past studies suggest customer satisfaction can lead to customer loyalty. However, a satisfied customer may not be a loyal customer. Moreover, a review of literature on customer value, customer satisfaction and customer loyalty suggests the importance of exploring the role of customer value in understanding the relationship between customer satisfaction and customer loyalty for an organisation. How can the customer’s experience of value impact the transformation of customer satisfaction into customer loyalty? Furthermore, what type of customer value experience in the service encounter is effective in strengthening the relationship between customer satisfaction and customer loyalty? In other words, what type of customer value will keep satisfied customers loyal? This article aims to explore the possible answers for those questions and provide mangers and service employees with insights into making a difference to the satisfied customer’s loyalty through customer experience of value.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Vorheriges Kapitel The Case for Altruism in eWoM Motivations

Nächstes Kapitel Multiple Celebrity Endorsement

Agustin C, Singh J (2005) Curvilinear effects of consumer loyalty determinants in relational exchanges. J Mark Res 42:96–108CrossRef

Anderson, JC, Narus, JA and van Rossum, W (2006) Customer value propositions in business markets. Harvard Bus Rev: 90–99

Bitner MJ (1992) Servicescapes: the impact of physical surroundings on customers and employees. J Marketing 56(2):57–71

Bolton RN, Gustafsson A, McColl-Kennedy J, Sirianni NJ, Tse DK (2014) Small details that make big differences: a radical approach to consumption experience as a firm’s differentiating strategy. J Serv Manag 25(2):253–274CrossRef

Bove LL, Johnson LW (2009) Does “true” personal or service loyalty last? A longitudinal study. J Serv Mark 23(3):187–194CrossRef

Brady MK, Cronin JJ Jr (2001) Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. J Mark 65(3):34–49CrossRef

Chen SC (2012) The customer satisfaction-loyalty relation in an Interactive e-service setting: the mediators. J Retail Consum Serv 19(2):202–210CrossRef

Chen SC (2015) Customer value and customer loyalty: is competition a missing link? J Retail Consum Serv 22:107–116CrossRef

Chen SC, Quester P (2005) Developing a value-based measure of market orientation in an interactive service relationship. J Mark Manag 21(7–8):779–808CrossRef

Chen SC, Quester P (2006) Modelling store loyalty: perceived value in market orientation practice. J Serv Mark 20(3):188–198CrossRef

Chen SC, Quester P (2015) The relative contribution of love and trust toward customer loyalty. Australas Mark J 23(1):13–18CrossRef

Cronin JJ, Brady MK, Hult GTM (2000) Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. J Retailing 76(2):193–218

Doney PM, Cannon JP (1997) An examination of the nature of trust in buyer-seller relationships. J Mark 61:35–51CrossRef

Edvardsson B (2005) Service quality: beyond cognitive assessment. Managing Serv Qual 15(2):127–131CrossRef

Gilbert RG, Veloutsou C (2006) A cross-industry comparison of customer satisfaction. J Serv Mark 20(5):298–308CrossRef

Guenzi P, Georges L (2010) Interpersonal trust in commercial relationships: antecedents and consequences of customer trust in the salesperson. Eur J Mark 44(1/2):114–138CrossRef

Grönroos C (2009) Marketing as promise management: Regaining customer management. J Bus Ind Mark 24(5/6):351–359CrossRef

Han H, Jeong C (2013) Multi-dimensions of patrons’ emotional experiences in upscale restaurants and their role in loyalty formation: emotion scale improvement. Int J Hospitality Manag 32:59–70CrossRef

Harris LC, Ezeh C (2008) Servicescape and loyalty intentions: an empirical investigation. Eur J Mark 42(3/4):390–422CrossRef

Helkkula A, Kelleher C, Pihlström M (2012) Characterizing value as an experience: implications for service researchers and managers. J Serv Res 15(1):59–75CrossRef

Hellier PK, Geursen GM, Carr RA, Rickard JA (2003) Customer repurchase intention: a general structural equation model. Eur J Mark 37(11–12):1762–1800CrossRef

Holbrook MB (1994) The nature of customer value: an axiology of services in the consumption experience. Serv Qual: New Dir Theory Pract 21:21–71

Holbrook MB, Hirschman EC (1982) The experiential aspects of consumption: consumer fantasies, feelings, and fun. J Consum Res: 132–140

Hume M, Mort GS (2008) Satisfaction in performing arts: the role of value? Eur J Mark 42:311–326CrossRef

Johnson DS, Grayson K (2000) Sources and dimensions of trust in service relationships. In: Swartz TA, Iacobucci D (eds) Handbook of services marketing and management. Sage, London, pp 357–370CrossRef

Johnson MD, Herrmann A, Huber F (2006) The evolution of loyalty intentions. J Mark 70(2):122–132

Lee L, Amir O, Ariely D (2009) In search of homo economicus: cognitive noise and the role of emotion in preference consistency. J Consum Res 36(August):173–187CrossRef

MSI (2014) 2014–2016 research priorities: a guide to MSI research programs and procedures. Marketing Science Institute, Cambridge

Oliver RL (1997) Satisfaction: a behavioral perspective on the consumer. McGraw-Hill International Editions

Oliver RL (1999) Whence consumer loyalty? J Mark 63:33–44CrossRef

Olsen LL, Johnson MD (2003) Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations. J Serv Res 5(3):184–195

Ostrom AL, Bitner MJ, Brown SW, Burkhard KA, Goul M, Smith-Daniels V et al (2010) Moving forward and making a difference: research priorities for the science of service. J Serv Res 13(1):4–36CrossRef

Parish JT, Berry LL, Lam SY (2008) The effects of the servicescape on service workers. J Serv Res 10(3):220–238CrossRef

Paul M, Hennig-Thurau T, Gremler DD, Gwinner KP, Wiertz C (2009) Toward a theory of repeat purchase drivers for consumer services. J Acad Mark Sci 37:215–237CrossRef

Reichheld FF, Teal T (2001) The loyalty effect: the hidden force behind growth, profits, and lasting value. Harvard Business Press

Schneider B, Ehrhart MW, Mayer DM, Saltz J, Niles-Jolly KA (2005) Understanding organization-customer links in service settings. Acad Manag J 48(6):1017–1032CrossRef

Solomon MR, Surprenant C, Czepiel JA, Gutman EG (1985) A role theory perspective on dyadic interactions: the service encounter. J Mark 49(1):99–111CrossRef

Sternberg RJ (1986) A triangular theory of love. Psychol Rev 93(2):119

Tsiotsou R (2006) The role of perceived product quality and overall satisfaction on purchase intentions. Int J Consum Stud 30:207–217CrossRef

Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. J Mark 68:1–17CrossRef

Voss GB, Godfrey A, Seiders K (2010) How complementarity and substitution alter the customer satisfaction–repurchase link. J Mark 74:111–127CrossRef

Walker BA, Olson JC (1991) Means-end chains: connecting products with self. J Bus Res 22(2):111–118CrossRef

Woodruff RB (1997) Customer value: the next source for competitive advantage. J Acad Mark Sci 25(Spring):139–153CrossRef

Yim CK, Tse DK, Chan KW (2008) Strengthening customer loyalty through intimacy and passion: roles of customer-firm affection and customer-staff relationships in services. J Mark Res 45(6):741–756CrossRef

Zeithaml VA (1988) Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. J Mark: 2–22

Zomerdijk LG, Voss CA (2010) Service design for experience-centric services. J Serv Res 13(1):67–82CrossRef

Titel: Customer Experience of Value in the Service Encounter
verfasst von: Shu-Ching Chen
Verlag: Springer Singapore
Buch: Making a Difference Through Marketing
Print ISBN: 978-981-10-0462-9

Electronic ISBN: 978-981-10-0464-3

Copyright-Jahr: 2016
DOI: https://doi.org/10.1007/978-981-10-0464-3_11