Discount reference moderates customers' reactions to discount frames after online service failure

Sharifi, Shahin; Aghazadeh, Hashem

doi:10.1016/j.jbusres.2016.03.044

Cited by 26 publications

(24 citation statements)

References 49 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Although extant studies match the balance of customer-provider stance to specific failure-recovery stages, a review of literature integrates an overarching customer-provider experience of service failure and recovery strategies into a five-stage process (i.e. service failure occurs, service recovery expectations are generated, recovery strategy is provided, recovery evaluation is produced, customers get involved in post-recovery behaviour) (Matos et al, 2007;Sharifi & Aghazadeh, 2016;Umashankar et al, 2017). Recently, Felix et al (2017) have shown the prudence to exert investigation of digital phenomena inclusive of all parts, suggesting that 'components of the overall construct cannot be divorced from the whole' (p. 119).…”

Section: Service Failure -Recovery Strategy Process and Customer Expementioning

confidence: 99%

“…In support of this, Matos et al (2007) (Roggeveen et al, 2012;Sharifi & Aghazadeh, 2016), for morally concerned customers, high recovery 'may cause feelings of psychological unease … as a result, would counterbalance the delight resulting from the positive disconfirmation' (Chen et al, 2018, p. 3).…”

Section: Service Failure -Recovery Strategy Process and Customer Expementioning

confidence: 99%

See 1 more Smart Citation

An exploration into the practice of online service failure and recovery strategies in the Balkans

Azemi

Ozuem

Howell

et al. 2019

Journal of Business Research

View full text Add to dashboard Cite

show abstract

Section: Service Failure -Recovery Strategy Process and Customer Expementioning

confidence: 99%

Section: Service Failure -Recovery Strategy Process and Customer Expementioning

confidence: 99%

An exploration into the practice of online service failure and recovery strategies in the Balkans

Azemi

Ozuem

Howell

et al. 2019

Journal of Business Research

View full text Add to dashboard Cite

show abstract

“…al., 2006). However, issues covered by fairness studies are mostly service recovery (4,7,8,19,(24)(25)(26)(27)…”

Section: A Service Fairnessmentioning

confidence: 99%

“…Most fairness studies are conducted with an experimental design (4)(5)(6)(7)(8). Only a few studies, especially those on in-service delivery, are conducted using a survey design.…”

mentioning

confidence: 99%

Is there any difference in service fairness between private and public hospitals influencing customer satisfaction

Abdinagoro¹,

Arief²,

Dwidienawati³

2019

IJEAT

View full text Add to dashboard Cite

The rapid expansion of insurance coverage, without the development of infrastructure, will create demand that cannot be met by the existing healthcare system. The sudden increase in demand will disrupt the delivery of service, especially in public hospitals, which will influence service satisfaction levels. A preliminary study shows that satisfaction levels of BPJS Kesehatan patients are still low. The most frequent reasons cited for dissatisfaction are fairness issues such as different treatments and different processes and procedures. Studies have found that aside from evaluations of quality, fairness is indeed an important factor that influences satisfaction. Yet there are limited empirical researches on the effect of service fairness on service delivery, especially in the healthcare industry. This study addresses the question of whether there are direct relationships between three variables of fairness and customer satisfaction. In other words, are there different levels of perceived service fairness in private and public hospitals and, if so, does this have an impact on customer satisfaction? Using a descriptive quantitative method, this study was conducted on BPJS Kesehatan members who used 19 public and private hospitals in nine cities in Java, Indonesia. A six-point Likert scale questionnaire was designed and distributed. Four hundred and six samples collected were eligible for analysis using descriptive analysis and structural equation modelling using LISREL. The results show that there is a positive impact of the three variables regarding service fairness on customer satisfaction in public and private hospitals. However, the relationship between distributive fairness and customer satisfaction is not significant in public hospitals. This study strengthens the building evidence that service fairness, in addition to service quality, influences customer satisfaction, specifically in service delivery in the healthcare industry

show abstract

“…Service recovery and price fairness studies (Bechwati, Sisodia, & Sheth, 2009;J. DeConinck & Bachmann, 2005;Goudarzi et al, 2013;Gustafsson, 2009;Homburg et al, 2014;Malc et al, 2016;Ro & Olson, 2014;Sharifi & Aghazadeh, 2016;Yilmaz, Varnali, & Tari, 2016b;Yilmaz et al, 2016c) show that quick responses, simple processes, and no-hassle processes increase outcomes. Complicated procedures are one of the most complained about item by BPJS Kesehatan Patients.…”

Section: H1: Interactional Fairness Positively Influences Customer Samentioning

confidence: 99%

Is service fairness influencing customers’ satisfaction and intention to pay insurance premium? A case in BPJS Kesehatan Indonesia

Dwidienawati¹,

Arief²,

Abdinagoro³

2018

JBRMR

View full text Add to dashboard Cite

This study discusses the importance of service fairness variables -Interactional Fairness, Procedural Fairness, and Distributive Fairness -toward customer satisfaction, which further leads to customer intention to pay. There is limited previous empirical research on the effect of service fairness to service delivery, particularly in the healthcare industry. The authors hypothesised that there was a positive influence from three variables of service fairness, from customer satisfaction, to customer satisfaction, to intention to pay. Using the descriptive quantitative method, this pilot study was conducted to review the service delivery of BPJS Kesehatan service providers in various cities in Indonesia, with BPJS Kesehatan members as respondents. Data analysis was analysed with PLS-SEM with SmartPLS software. The study showed that there was a positive impact of Interactional Fairness and Distributive Fairness on customer satisfaction, and customer satisfaction on intention to pay. However, this study failed to show the relationship between Procedural Fairness to customer satisfaction. This study strengthens the building evidence of service fairness to customer satisfaction, specifically in-service delivery and in healthcare industry.

show abstract

Discount reference moderates customers' reactions to discount frames after online service failure

Cited by 26 publications

References 49 publications

An exploration into the practice of online service failure and recovery strategies in the Balkans

An exploration into the practice of online service failure and recovery strategies in the Balkans

Is there any difference in service fairness between private and public hospitals influencing customer satisfaction

Is service fairness influencing customers’ satisfaction and intention to pay insurance premium? A case in BPJS Kesehatan Indonesia

Contact Info

Product

Resources

About