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 from the Strathclyde authorAbstract
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.
Creators(s): |
Kostopoulos, Giannis, Gounaris, Spiros ![]() | Item type: | Conference or Workshop Item(Paper) |
---|---|
ID code: | 45613 |
Keywords: | organisational behaviour, consumer behaviour, customer non-compliance, Commerce, Organizational Behavior and Human Resource Management |
Subjects: | Social Sciences > Commerce |
Department: | Strathclyde Business School > Marketing |
Depositing user: | Pure Administrator |
Date deposited: | 04 Nov 2013 16:20 |
Last modified: | 19 Dec 2020 03:21 |
Related URLs: | |
URI: | https://strathprints.strath.ac.uk/id/eprint/45613 |
Export data: |