In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?

Asante, Daniel; Tang, Chunyong; Kwamega, Michael; Asante, Eric Adom

doi:10.1016/j.jretconser.2022.103037

Cited by 24 publications

(16 citation statements)

References 63 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

Section: Discussionmentioning

confidence: 99%

“…We urge managers to constantly monitor and improve their performance on these identified parameters. It is imperative for channel managers to find ways to improve distributors' overall service experience (Asante et al, 2022). Channel managers need to acknowledge the importance of fairness in their relationships and decision-making.…”

Section: Managerial Implicationsmentioning

confidence: 99%

See 1 more Smart Citation

Service quality dimensions in the manufacturer–distributor dyadic relationship: manufacturer-to-distributor context

Trivedi

Nigam

Pareek

2023

IJRDM

View full text Add to dashboard Cite

PurposeThe paper aims to identify and report service quality dimensions critical to distributors’ perception of the quality of services their suppliers provide (Manufactures).Design/methodology/approachThis research used unstructured interviews and focused group discussions. The authors have interviewed ten distributors and ten frontline managers of three mid-size Consumer Packaged Goods companies operating in India. Two focused group discussions were conducted involving academicians and practitioners in the service quality domain.FindingsSeven quality dimensions critical to a distributor’s service quality evaluation have been identified. Except for tangibility, all other SERVQUAL dimensions have been found relevant. Three additional dimensions, namely “Fairness,” “Accessibility” and “Image quality,” have been identified. The authors made a theoretical contribution by not only identifying the relevant dimension but also proving their context-specific definition. The authors also present managerial implications and recommendations to improve the service experience of distributors.Originality/valueThis paper investigates the distributor–manufacturer dyadic relationship from a service quality perspective for the first time. This study made a theoretical contribution by explicitly identifying service quality dimensions for a manufacturer-to-distributor (M2D) service relationship.

show abstract

Section: Discussionmentioning

confidence: 99%

Section: Managerial Implicationsmentioning

confidence: 99%

Service quality dimensions in the manufacturer–distributor dyadic relationship: manufacturer-to-distributor context

Trivedi

Nigam

Pareek

2023

IJRDM

View full text Add to dashboard Cite

show abstract

“…According to prior related studies, customer psychological contract and customer engagement have lied at the center of the research into customer–brand relationships (Gillani et al, 2021 ; Lin et al, 2021 ; Asante et al, 2022 ; Sim et al, 2022 ). When it comes to customer psychological contract, existing research has proposed that the psychological contract was first proposed in the studies of organizational behavior and then defined in a relatively straightforward manner, stressing individual and organizational perceptions of obligations while also highlighting the stability of their connection (Robinson et al, 1994 ; Coyle-Shapiro et al, 2019 ).…”

Section: Theoretical Background and Research Modelmentioning

confidence: 99%

“…In this study, however, considering that the customer psychological contract can be constructed by information from both utilitarian and hedonic perspectives, it can be deduced that the customer psychological contract can facilitate the customer relationship to march into the status of engagement (Kumar et al, 2019 ). According to current research, the psychological contract can be categorized into two aspects; one is behavioral, and the other is psychological (Gillani et al, 2021 ; Asante et al, 2022 ). When it comes to customer engagement, two constructive ways are to be recognized.…”

Section: Theoretical Background and Research Modelmentioning

confidence: 99%

What factors determine brand communication? A hybrid brand communication model from utilitarian and hedonic perspectives

Fang

Liu²

2023

Front. Psychol.

View full text Add to dashboard Cite

IntroductionWith the advancement of new media, brand communication has been taken into consideration by lots of firms. Apparently, customer affection plays a significant role in brand communications, though few studies have determined how the twofold of information function works in this communication mechanism. Based on this research gap and practical background, this paper proposes a hybrid model of communication comprising the utilitarian and hedonic aspects.MethodsFor this study, 575 questionnaires were collected, followed by the structural equation modeling of the derived data to test the research model.ResultsThe results of statistical analysis show that the brand communication can be improved in terms of both utilitarian and hedonic aspects. Moreover, psychological contract and customer engagement play a chain mediation role in this mechanism.DiscussionThese findings contribute to the research of brand communication mechanism in digital era. Likewise, the findings offers several practical implications to the brand management.

show abstract

“…According to Liao et al (2009), SHPWS is "a system of HR practices designed to enhance employees' competencies, motivation, and performance in providing high-quality service to customers" (Liao et al, 2009, p. 373), and research shows the close link with service outcomes (Asante et al, 2022;Huang and Peng, 2022). Several studies have revealed a significant positive relationship between HPWS and performance outcomes, and as a result, scholars' attention has recently shifted to better understanding how HPWS affects performance outcomes (Ali et al, 2019;Boxall et al, 2016;Fu et al, 2019), known as a "black box issue in SHRM literature" (Jiang et al, 2013).…”

Section: Introductionmentioning

confidence: 99%

High-performance work systems in public service units: examining the social capital and ambidexterity as mediating process

Ali

Freeman

Shen

et al. 2022

View full text Add to dashboard Cite

PurposeThis study clarifies how intra-organizational social capital (IOSC) and unit-organizational ambidexterity (UOA), using resource-based view and dynamic capability theory, together support organizational value creation. While there is research in strategic human resource management (SHRM) exploring the role of resources and its uses, there remains limited understanding of how resources are linked and their effective utilization in the service sector. This study aims to examine the mediating process linking employee-experienced service-oriented high-performance work systems (SHPWS) experienced by employees and service performance by integrating IOSC and UOA.Design/methodology/approachThis study uses time lagged data from managers and employees of different branches of Chinese state-owned banks. To test the proposed hypotheses, path analysis was applied.FindingsThe path analysis results reveal that employee-experienced SHPWS is an important antecedent of service performance. Moreover, IOSC (as resources) and UOA (uses) strongly mediate the theorized relationship.Originality/valueThis study attempts to refine theory and practice with clearer, more insightful and coherent means to better understand and help unpack the ‘black box’ between SHPWS-performance relationships through a new linkage model.

show abstract

In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?

Cited by 24 publications

References 63 publications

Service quality dimensions in the manufacturer–distributor dyadic relationship: manufacturer-to-distributor context

Service quality dimensions in the manufacturer–distributor dyadic relationship: manufacturer-to-distributor context

What factors determine brand communication? A hybrid brand communication model from utilitarian and hedonic perspectives

High-performance work systems in public service units: examining the social capital and ambidexterity as mediating process

Contact Info

Product

Resources

About