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- 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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| 4. |
- Slåtten, Terje
(författare)
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Emotions in service encounters from the perspectives of employees and customers
- 2011
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- The overall aim of this thesis is to contribute to deepening and extending our understanding and knowledge of emotions in service encounters by studying it from the two most central human actors in service encounter: (i) the service firm’s employees and (ii) the customer of this firm. This dissertation consist of five separate papers that conceptualize and empirically investigate how different appraisals by employees and customers generate positive and negative emotions, and how types of emotions in service encounters are linked to patterns of behavioural responses. The methods used for gathering data involved interviews and questionnaire studies of various service firms. This dissertation has sought to offer two main contributions. First, this thesis presents an extended understanding of employees’ emotions in service encounter and their effect on employees’ perceptions of service quality. One of the chief findings is that work-related conditions such as employees’ perception of their working role and managerial practices are related to both positive and negative emotions in service encounters. Moreover, the findings indicate that there exists a spill-over effect between employees’ experiences of emotions and employees’ perceptions of the delivery of service quality in service encounters. Secondly, this thesis also contributes to furthering our understanding of the customer’s appraisal of service quality with respect to customers’ positive emotions in service encounters as well as to deepening our understanding of negative emotions when customers experience a negative service encounter. Specifically, it was found that both human and non-human service-quality factors are able to trigger customer’s positive emotions in service encounters. Positive emotions were strongly related to behavioural responses such as customer loyalty. When a customer experiences negative emotions in service encounters as a result of negative experience, the findings point to three sources of these negative emotions: (i) ‘self’ (the customer’s own fault), (ii) ‘other’ (the fault of the company), and (iii) ‘situational’ (the fault is beyond the customer’s and company’s control). Another finding is that customers’ negative emotions in service encounters tend diminish but only to some extent, even after the service firm has set into motion a process of service recovery. In summary, this thesis contributes to our understanding of emotions in service encounters and contributes to the ongoing debate and discussion in service research about the role of emotions in this context.
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| 5. |
- Slåtten, Terje, et al.
(författare)
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Empowering Leadership and the Influence of a Humorous Work Climate on Service Employees’ Creativity and Innovative Behaviour in Frontline Service Jobs
- 2011
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Ingår i: International Journal of Quality and Service Sciences. - Bingley : Emerald Group Publishing Limited. - 1756-669X .- 1756-6703. ; 3:3, s. 267-284
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this paper is to describe and explain the relationships between empowering leadership and a humorous work climate; and service employees' creativity and innovative behaviour in frontline service jobs.Design/methodology/approach – A model of causal relationships is presented, along with formulated hypotheses. The data were collected with a survey answered by frontline service employees in hotels.Findings – The findings indicate a strong relationship between frontline cognitive creativity production of novel ideas and the behavioural implementation of these ideas into their respective work role. Moreover, the empirical findings indicate that both empowering leadership and a humorous work climate are able to trigger frontline service employees' creativity. In addition service employees' creativity appears to be a mediating variable in the relationship between empowering leadership, a humorous work climate, and the service employees' innovative behaviour.Research limitations/implications – This study limits its focus on two factors: the stimulation of service employees' creativity and innovative behaviour in frontline service jobs, both of which offer opportunities for further research.Practical implications – This study has indicated that both leadership practice and work climate play important roles in explaining service employees' creativity and innovative behaviour. In particular, managers should be aware of their empowering practices, as well focusing on the degree of a humorous work climate. An important practical managerial implication from the findings is to take humour into account and consequently to develop and implement strategies followed by necessary actions to manage humour in an appropriate manner in service organizations.Originality/value – The reported study contributes to enhancing the knowledge of the roles of empowering leadership and a humorous work climate for service employees' creativity and innovative behaviour in frontline service jobs.
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| 6. |
- Slåtten, Terje, et al.
(författare)
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Service Quality and Turnover Intentions as Perceived by Employees : Antecedents and Consequences
- 2011
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Ingår i: Personnel review. - Bingley, United Kingdom : Emerald Group Publishing Limited. - 0048-3486 .- 1758-6933. ; 40:2, s. 205-221
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The objective of this paper is to test a selection of hypothesized relationships between: employees' perceived service quality; employees' turnover intentions; role clarity; and empowerment and coaching.Design/methodology/approach: Drawing from theory, this paper develops a set of hypothesized relationships. The data collection is based on a survey with a sample of 1,076 frontline employees in service organizations.Findings: There are indications that employees' perceived service quality has a direct negative effect on employees' turnover intentions. The effect of empowerment, coaching, and role clarity on turnover intention appears to be mediated through employees' perceived service quality.Research limitations/implications: This study is limited to a selection of variables related to employees' turnover intentions. Future research may focus on testing other variables that may be related to employees' turnover intentions.Practical implications: This study stresses the importance for managers in service organizations to measure employees' perceived service quality. The results show that there are both direct and indirect relationships to employees' turnover intentions. The conclusion is that employees' perceived service quality is an important consideration with respect to employee-turnover management.Originality/value: This study has developed and tested a set of hypothesized relationships in the field of service management. © Emerald Group Publishing Limited.
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| 7. |
- Slåtten, Terje, 1969-
(författare)
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The effect of managerial practice on employee-percieved service quality : The role of emotional satisfaction
- 2009
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Ingår i: Managing Service Quality. - : Emerald. - 0960-4529 .- 1758-8030. ; 19:4, s. 431-455
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Tidskriftsartikel (refereegranskat)abstract
- The aim of this study is to study the relationships among: two types of managerial practices (“reward” and “support”), two types of emotional satisfaction (“positive” and “negative”), and employee‐perceived service quality.Design/methodology/approachThe study presents a conceptual model of the aforementioned relationships. It proposed hypotheses regarding these relationships and collected data with a survey study of 1,076 frontline employees in service organizations. An analysis of the testing of the hypotheses follows.FindingsThe study has found that managerial reward and managerial support are both directly related to positive and negative emotions and to employee‐perceived service quality. In particular, positive and negative emotions appear directly related to employee‐perceived service quality. Moreover, it was found that emotional satisfaction partially mediates the relationship between managerial (reward and support) practices and employee‐perceived service quality.Research limitations/implicationsThe study takes place within a broad context of frontline employees in service organizations.Practical implicationsThe study has demonstrated the importance for managers to consider how their practices influence the service quality their employees provide to customers. In particular, managers should take account of employees' emotions, whether positive or negative, because of their role in explaining employee‐perceived service quality. Consequently, one general and key implication from this study is the importance of measuring employees' emotions. Measuring these mental states (described as stable tendencies of feelings) which arise from cognitive appraisals of managerial practices can be a good predictor for employee‐perceived service quality. The study shows that employees are not isolated “emotional islands” and, consequently, it is important for managers to understand how emotions and the quality of service delivery are linked.Originality/valueThe paper enhances knowledge of how emotions are linked to the quality of service delivery and the role of emotional satisfaction in service‐quality management.
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| 8. |
- 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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| 9. |
- Svari, Sander, et al.
(författare)
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A DIP-Construct of Perceived Justice in Negative Service Encounters and Complaint Handling in the Norwegian Tourism Industry
- 2010
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Ingår i: Managing Service Quality. - Bingley, UK : Emerald Group Publishing Limited. - 0960-4529 .- 1758-8030. ; 20:1, s. 26-45
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this paper is to describe and test a construct of perceived justice and its DIP-dimensions (i.e. distributive, interactional, and procedural) in the context of both the consumers' initial negative service experiences' and the following processes of complaint handling. The objective is also to investigate similarities and differences of perceived justice in negative service experiences and complaint handling, and the validity of the constructs over time.Design/methodology/approach: A triangular approach is used, based upon interviews and a survey in the Norwegian tourism industry. This paper reports on the results from a survey consisting of 3,104 customers. Comparative and confirmatory testing of perceived justice during the initial service encounter and subsequent complaint-handling process has been performed.Findings: The DIP-dimensions of the construct of perceived justice in the service encounters tested have indicated a satisfactory fit, validity, and reliability.Research limitations/implications: The empirical findings provide a seed for future research to refine and extend corporate endeavors in managing critical incidents of both service encounters and service recovery.Practical implications: Strategies to manage the perceived justice in negative service encounters and complaint handling should aim at managing the DIP-dimensions of negative incidents in service encounters.Originality/value: The DIP-construct brings together, complements and fortifies existing theory and previous research in the context of justice in service encounters and complaint handling. Addressing both pre- and post-complaint processes provides a complementary contribution to the field in focus. © Emerald Group Publishing Limited.
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| 10. |
- Svensson, Göran, et al.
(författare)
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An assessment of the empirical characteristics of top journals in services marketing
- 2008
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Ingår i: Managing Service Quality. - Bingley : Emerald Group Publishing Limited. - 0960-4529 .- 1758-8030. ; 18:3, s. 289-304
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this paper is to describe the “empirical characteristics” of the “top” journals in services marketing by assessing selected journals with respect to: the proportion of “empirical” versus “non-empirical” contributions; the proportion of national versus international research data; the geographical origin of research data; and the geographical affiliations of the authors whose articles are published. Design/methodology/approach – A sample of “top” journals in services marketing is selected on the basis of expert opinion. The selection includes the International Journal of Service Industry Management (IJSIM), the Journal of Services Marketing (JSM), the Journal of Service Research (JSR), Managing Service Quality (MSQ), and the Service Industries Journal (SIJ). The study considers all contributions (a total of 1,189) published in these journals over a six-year period from 2000 to 2005, with particular emphasis on the “empirical” studies (a subtotal of 870). Findings – The authors contend that there is in part a troublesome and challenging “ethnocentricity” in some of the examined journals. Research limitations/implications – This is the first assessment of the “empirical characteristics” of “top” journals in services marketing. Practical implications – The study provides valuable insights into the nature of academic publishing in the area of services marketing. Originality/value – Scholars will benefit from insights into the “empirical characteristics” of the “top” journals in services marketing. In particular, scholars can note the particular features of individual journals. Further studies of the “empirical characteristics” of individual research journals are required in other sub-disciplines of marketing.
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