Organizational practices reducing the negative impact of customer non-compliance : an empirical study

Kostopoulos, Giannis and Gounaris, Spiros and Rizomyliotis, Ioannis (2013) Organizational practices reducing the negative impact of customer non-compliance : an empirical study. In: 42nd EMAC Annual Conference 2013, 2013-06-04.

Full text not available in this repository.Request a copy

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.

CORE (COnnecting REpositories)