| 1. |
|
|
| 2. |
- Bolton, Ruth N., et al.
(author)
-
Designing satisfying service encounters : website versus store touchpoints
- 2022
-
In: Journal of the Academy of Marketing Science. - : Springer. - 0092-0703 .- 1552-7824. ; 50, s. 85-107
-
Journal article (peer-reviewed)abstract
- This study investigated how touchpoints moderate the antecedents of customer satisfaction with service encounters by comparing online and in-store encounters. Construal level theory was used within the Touchpoint, Context, Qualities (TCQ) Framework (De Keyser et al., 2020) to integrate a comprehensive model of how touchpoints-websites or stores-influence the magnitude of customer responses to qualities of service encounters. A hierarchical linear model (HLM) was estimated using survey data describing the service encounters of 2.4 million customers with a global retailer. Online customers weighed cognitive and behavioral qualities more heavily than in-store customers, whereas they weighed emotional and sensorial qualities less heavily. Moreover, random effects in the HLM model indicated that each country and store would have unique clientele effects for specific qualities. Since each firm has limited resources, this research offers guidance on key qualities in designing satisfying service encounters for each touchpoint and how qualities should be standardized and customized in global omnichannel environments.
|
|
| 3. |
- Bolton, Ruth N., et al.
(author)
-
How customer experience management reconciles strategy differences between East and West
- 2021
-
In: Journal of global scholars of marketing science. - : Routledge. - 2163-9159 .- 2163-9167. ; 31:3, s. 273-295
-
Journal article (peer-reviewed)abstract
- This paper studies how customers of a global firm evaluate their experiences within and across 44 countries. It focuses on customers' emotional, cognitive, sensory and behavioral responses to the catalog experience. It develops a theory-based model of satisfaction with the catalog experience as a function of experiential attributes and control variables. A second model captures how each experiential attribute's contribution to the customer experience is influenced by market and customer characteristics. The models were operationalized using survey data from 366,185 customers who used the firm's catalog across different trade areas in 44 countries, yielding 571 equations that describe satisfaction with the customer experience. Consistent with theoretical work on context-dependent judgments, nine contingency factors explain significant and substantial amounts of variation (30% on average) in the elasticities of the 12 experiential attributes. East and West can appear similar when market characteristics are similar - or when they are different. Emotional, cognitive, sensory, and behavioral responses to the customer experience systematically differ due to economic, demographic, technological, cultural and consumer characteristics. East and West especially differ in terms of responses to emotional and sensory experiences. Customer experience management can help to shape a strategy that resolves strategy differences between East and West.
|
|
| 4. |
- Bolton, Ruth N., et al.
(author)
-
Managing a Global Retail Brand in Different Markets : Meta-Analyses of Customer Responses to Service Encounters
- 2022
-
In: Journal of Retailing. - : Elsevier. - 0022-4359 .- 1873-3271. ; 98:2, s. 294-314
-
Journal article (peer-reviewed)abstract
- This study investigates how retailers can leverage their brand to shape customers' satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer responses to experience clues during retail service encounters. Six meta-regression analyses synthesize and compare results from 842 satisfaction equations describing customers' encounters with a global retailer operating 400 stores in 32 countries. The results show how customers weigh their perceptions of service encounters differently depending on brand, store, and consumer factors. In markets where customers believe the retailer has high holistic brand quality, they place less weight on experience clues within the store. In markets where customers believe the retailer's service brand promise, they place more weight on in-store experience clues. In markets where the retailer promises utilitarian value, customers weigh functional experience clues more heavily. In markets with an online purchasing channel, the effect of experience clues common to offline and online store environments is magnified, and unique clues are diminished. In addition, customers heavily weigh experience clues that fit their goals. In general, retail success factors include high brand quality (which makes customers more forgiving), a service brand promise that is mirrored in the store image (which makes customers attend to the experience clues aligned with them), and the careful monitoring and managing of retail touchpoints (to customize experience clues to each market). In this way, retailers can use customer-based strategies to effectively design and manage their global retail brand in different markets. (C) 2021 New York University. Published by Elsevier Inc. All rights reserved.
|
|
| 5. |
- Davidsson, Nina, et al.
(author)
-
Degree of Service-orientation in the pulp and paper industry
- 2009
-
In: International Journal of Services Technology and Management. - : Inderscience Enterprises Ltd. - 1460-6720 .- 1741-525X. ; 11:1, s. 24-41
-
Journal article (peer-reviewed)abstract
- Many companies in the process industries are seeing the advantages of services but are struggling with the changes these require as regards the offering and the organisation. This paper presents an empirical investigation within the pulp and paper industry based on a survey of Swedish manufacturing firms and a multiple case study of three case companies and their customers. To investigate whether the manufacturers active in this industry are product-oriented or are becoming more service-oriented, five themes important to the companies under study are presented and discussed: that is, finding the right mix of physical products and services, the concept of service, business models, technology-based services and organising service delivery.
|
|
| 6. |
- Edvardsson, Bo, et al.
(author)
-
Customer Integration in Service Innovation
- 2010
-
In: The handbook of Innovation and Services. - Cheltenham : Edward Elgar Publishing. - 9781849803304 - 9781847205049 ; , s. 301-317
-
Book chapter (peer-reviewed)
|
|
| 7. |
|
|
| 8. |
|
|
| 9. |
|
|
| 10. |
|
|
