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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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.

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:22 Jun 2019 00:58
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URI:https://strathprints.strath.ac.uk/id/eprint/45613
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