Do We Click at the First Sight? Exploring the Customer–Employee Instant Rapport in the First Service Encounter

Lin, Jin-Ching; Chu, Chih-Ying; Liang, Haw-Yi

doi:10.1007/978-3-319-29877-1_166

Cited by 5 publications

(8 citation statements)

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“…In our study, the positive impact on customer satisfaction was confirmed for four of five dimensions of logistics value in e-commerce: communication of deliver status, convenience of receipt, reception experience and convenience of return. Next, our study shows that customer The results obtained are consistent with the previously cited results of other authors' studies indicating a positive impact on satisfaction: communication and customer satisfaction (Cao et al, 2018;Emerson and Grimm, 1996;Lin et al, 2016a), convenience (Choi et al, 2008;Liu et al, 2008;Pham and Ahammad, 2017;Szymanski and Hise, 2000), service contact (Zhang and Shao, 2019), customer impressions of receiving delivery (Cao et al, 2018;Leuschner et al, 2013;Xing et al, 2011) and delivery quality (Emerson and Grimm, 1996) and return convenience (Cao et al, 2018;Jain et al, 2017).…”

Section: Discussionsupporting

confidence: 91%

“…Other studies, such as those conducted by Lin et al (2016a), Jain et al (2017), Pham and Ahammad (2017) and Cao et al (2018), have investigated the relationship between logistics service quality and customer satisfaction in e-commerce. Lin et al (2016a) found that service quality positively affected customer satisfaction, while Jain et al (2017) highlighted that customer satisfaction was influenced by availability, timeliness and ease of return. Cao et al (2018) emphasized the areas enhancing customer satisfaction in e-commerce refers to the shipping, tracking and returns.…”

Section: Logistics Value In E-commercementioning

confidence: 99%

“…A large number of articles devoted to the logistics of e-commerce refer to the quality of logistics services (Rao et al, 2021;Ramanathan et al, 2014), or attempt to explain the impact of logistics services components on customer contentment or satisfaction (Szymanski and Hise, 2000;Liu et al, 2008;Xing et al, 2011). Some authors have also discussed the impact of logistics service elements on customer satisfaction and the relationship of satisfaction with factors such as repurchase intention (Cao et al, 2018;Jain et al, 2017;Pham and Ahammad, 2017), customer loyalty (Choi et al, 2008;Lin et al, 2016a), willingness to pay more (Pham and Ahammad, 2017), complaints and claims (Choi et al, 2008).…”

Section: Introductionmentioning

confidence: 99%

“…, 2017; Pham and Ahammad, 2017), customer loyalty (Choi et al. , 2008; Lin et al. , 2016a), willingness to pay more (Pham and Ahammad, 2017), complaints and claims (Choi et al.…”

Section: Introductionmentioning

confidence: 99%

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Logistics value in e-commerce and its impact on customer satisfaction, loyalty and online retailers' performance

Kawa,

Zdrenka

2023

IJLM

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PurposeThe purpose of this study is to identify the factors that create value for the customer in the area of e-commerce logistics and to verify whether these factors impact online retailers' performance through customer satisfaction and customer loyalty in a business to customer (B2C) area.Design/methodology/approachFor the purpose of the study, a model of logistics value in e-commerce was introduced. The model was proposed based on the literature review. A total of 592 correctly filled questionnaires from telephone and web interviews [computer-assisted telephone interview (CATI) and computer-assisted web interview (CAWI)] were studied. The exploratory factor analysis (EFA) and structural equation modeling (SEM) were conducted in the study.FindingsIt was confirmed that four of five defined logistics value dimensions have positive impact on customer satisfaction. These dimensions are communication of delivery status, convenience of receipt, reception experience and convenience of return. The influence of speed of delivery on customer satisfaction was not confirmed. It was also confirmed that customer satisfaction has a positive impact on customer loyalty and that customer loyalty positively impacts online retailers' performance.Originality/valueThe study contributes to the current understanding of the influence of logistics factors on online retailers' performance through customer satisfaction and customer loyalty. There have been few studies that concern logistics value in e-commerce, with particular emphasis on above-mentioned relations. It is especially an important issue due to the fact that logistics can potentially lead to gain a competitive advantage in e-commerce.

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Section: Discussionsupporting

confidence: 91%

Section: Logistics Value In E-commercementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

“…, 2017; Pham and Ahammad, 2017), customer loyalty (Choi et al. , 2008; Lin et al. , 2016a), willingness to pay more (Pham and Ahammad, 2017), complaints and claims (Choi et al.…”

Section: Introductionmentioning

confidence: 99%

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Logistics value in e-commerce and its impact on customer satisfaction, loyalty and online retailers' performance

Kawa,

Zdrenka

2023

IJLM

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“…Interaction has been regarded as the core element of value co-creation [7,8], which means enterprises should not regard customer participation as a monodrama, but instead need to use appropriate communication strategies to improve interaction experience to strengthen customers' participation intention and ensure the positive effect of customer participation. Good opening remarks are the solid foundation for establishing rapport between customers and service staff [9,10], which is similar to the first impression effect [11]. Thus, this study uses cognitive fit theory as the theoretical framework, and divides the presentation formats of the opening remarks into three formats (formal, informal, hybrid), and explains how the fit between the information formats and customer participation tasks may influence customers' affective misforecasting and post-recovery satisfaction.…”

Section: Introductionmentioning

confidence: 98%

The Effectiveness of Customer Participation and Affective Misforecasting in Online Post-Recovery Satisfaction

Yu¹,

Shao²

2019

Sustainability

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Online service recovery is directly related to customer follow-up behavior and plays a central role in the sustainable service-oriented enterprise development. This study explored the influence mechanism about how the type of customer participation (physical, mental, and emotional) improves customers’ post-recovery satisfaction by reducing negative bias. Furthermore, the moderating effect of the information format of opening remarks (informal, formal, or hybrid) on the relationship between customer participation and affective misforecasting was investigated. A total of 720 Chinese individuals participated in an online experiment. The results show that, first, only mental and physical participation can improve customers’ post-recovery satisfaction, whereas emotional participation cannot. Second, the direction of affective misforecasting is a mediator between customer participation and post-recovery satisfaction, and compared with negative bias (feeling worse than forecasted), when customers form positive bias (feeling better than forecasted), their post-recovery satisfaction is higher. Third, the fit of the information format of the opening remarks and customer participation type can make customers feel better than forecasted—to generate higher post-recovery satisfaction, for physical and mental participation specifically, the formal format of opening remarks is most suitable, whereas for emotional participation, the hybrid format of opening remarks is most suitable.

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Self-Service Hotel Check-In: Is There Still a Role for the In-Person Experience?

Lee,

Shulga,

Busser

et al. 2024

International Journal of Hospitality & Tourism Administrati

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Do We Click at the First Sight? Exploring the Customer–Employee Instant Rapport in the First Service Encounter

Cited by 5 publications

References 0 publications

Logistics value in e-commerce and its impact on customer satisfaction, loyalty and online retailers' performance

Logistics value in e-commerce and its impact on customer satisfaction, loyalty and online retailers' performance

The Effectiveness of Customer Participation and Affective Misforecasting in Online Post-Recovery Satisfaction

Self-Service Hotel Check-In: Is There Still a Role for the In-Person Experience?

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