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.
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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.
| Author(s): | Kostopoulos, Giannis, Gounaris, Spiros  ORCID: https://orcid.org/0000-0002-1328-8512 and Rizomyliotis, Ioannis | 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: | 08 Jan 2020 19:49 |
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| URI: | https://strathprints.strath.ac.uk/id/eprint/45613 |
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