Detail The impact of service guarantees on service quality, customer satisfaction/loyalty and firm performance Bibliografi Author: Hill, Arthur V. (Advisor); Hays, Julie Mountain Topik: BUSINESS ADMINISTRATION; MANAGEMENT|BUSINESS ADMINISTRATION; MARKETING Bahasa: (EN )    ISBN: 0-599-57652-9     Penerbit: University of Minnesota Press     Tahun Terbit: 2000     Jenis: Theses - Dissertation Fulltext: 9954765.pdf (0.0B; 29 download) Abstract Service guarantees we enthusiastically endorsed by both practitioners and academics as a means for service firms to transform themselves into quality-focused, customer-driven, learning organizations. There is a large base of anecdotal evidence supporting these claims, but some contradictory anecdotal evidence also exists. Additionally, no rigorous, theory-driven, empirical study of service guarantees has been conducted to date. As a result, we can only speculate how service guarantees might impact firm performance. The dissertation proposes a theoretical framework that relates service guarantees (SG) to perceived service quality (PSQ), customer satisfaction, customer loyalty, and business performance via the intervening constructs of employee motivation/vision (EMV), learning through service failure (LTSF), defensive marketing/service recovery, and offensive marketing, There are two parts to the dissertation research. First, a mathematical model was developed to investigate the effect of service failures and defensive marketing/service recovery strategies on market share. The Service Satisfaction/Market Share Model yields useful insights into the relationships between service system parameters and market share in equilibrium. The three service system parameters interact strongly with one another so dud changing two or more parameters at one time has a synergistic effect. The primary contribution of this model is the intuitive insights that it gives to both researchers and practitioners. Second, an empirical study of the relationships between SG, EMV, LTSF, and PSQ was conducted. Initially, a pilot study of the implementation of a service guarantee in a limited number of hotels was conducted. This study was aimed at preliminary testing of the theoretical framework proposed and provided a pilot test of the instrument developed. A cross-sectional analysis of this data revealed that both EMV and LTSF positively influence PSQ. However, EMV mediates the relationship between LTSF and PSQ. Finally, a confirmatory study of the implementation of a service guarantee in a greater number hotels was conducted. A longitudinal analysis of this data revealed that the SG positively impacted both EMV and PSQ. Additionally, EMV was found to mediate the relationship between a SG and PSQ. However, the SG was found to have no effect on LTSF. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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