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- Sværi, Sander, et al.
(författare)
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An SOS-Construct of Negative Emotions in Customers’ Service Experience (CSE) and Service Recovery by Firms (SRF)
- 2011
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Ingår i: Journal of Services Marketing. - Bingley, United Kingdom : Emerald Group Publishing Limited. - 0887-6045. ; 25:5, s. 323-335
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The objective of this paper is to test the validity and reliability of a SOS construct and its dimensions (i.e. self, other and situational) of negative emotions in the context of consumers' service experience (CSE) and the following processes of service recovery by firms (SRF).Design/methodology/approach: A triangular approach was used, based on interviews and a survey in the Norwegian tourism industry. This paper reports the results from the survey consisting of 3,104 customers.Findings: Exploratory and confirmatory factor analyses have been used to examine and test the SOS construct of negative emotions in CSE and SRF. The SOS construct tested has indicated an acceptable fit, validity and reliability.Research limitations/implications: The SOS construct of CSE and SRF may be seen as a seed for future research in refining and extending endeavors of managing critical incidents in CSE and SRF.Practical implications: Strategies to manage CSE and SRF should be aimed at solving the three different SOS dimensions of negative incidents in service encounters, namely those that are caused by the customer, the company, or the situation.Originality/value: The SOS construct brings together, complements and fortifies existing theory and previous research in the context of negative emotions in CSE and SRF.© Emerald Group Publishing Limited
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| 2. |
- Slåtten, Terje, 1969-, et al.
(författare)
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Atmospheric experiences that emotionally touch customers : A case study from a winter park
- 2009
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Ingår i: Managing Service Quality. - Bingley : Emerald. - 0960-4529 .- 1758-8030. ; 19:6, s. 721-746
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Tidskriftsartikel (refereegranskat)abstract
- This study aims to focus on what types of atmospheric experiences emotionally touch visitors at a winter park. The objective is to describe and explain the relationship between: three atmospheric constructs (ambience, interaction, and design); the construct of joy; and the construct of customer loyalty.Design/methodology/approachThe research data are based on a study of customers visiting a Norwegian winter park, in which 162 visitors participated in the survey. Confirmatory factor analysis and structural equation modeling were used to test the measurements and structural properties between atmospheric experiences, joy, and loyalty to winter parks.FindingsThe findings reveal that two out of the three constructs of atmospheric experiences are linked to customers' feelings of joy, namely, design and interaction. The atmospheric construct of design had the strongest impact on customers' emotions. Furthermore, the study finds that customers' feelings of joy are highly related to the construct of customer loyalty.Research limitations/implicationsThe study limits its focus to one type of hedonic service, namely customers visiting a winter park. Although the results from the study offer implications for other winter parks, there is a need for further research in other hedonic services to verify their validity, reliability, and generality.Practical implicationsThe study emphasizes how important it is that managers of hedonic services consider the significance of the atmospheric construct of design in such a way that it contributes positively to customers' experiences of the service setting. In particular, managers should focus on design in relation to customers' experiences in order to evoke feelings of joy.Originality/valueThe study establishes the need to manage customers' atmospheric experiences in winter parks. It also links atmospheric constructs to customers' emotions.
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