Service quality versus service experience: An empirical examination of the consequential effects in B2B services

Roy, Subhadip; Sreejesh, S; Bhatia, Sandhya

doi:10.1016/j.indmarman.2019.02.017

Cited by 91 publications

(95 citation statements)

References 144 publications

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“…Beberapa penelitian sebelumnya seperti Khoo, Ha, & McGregor (2017) 2019pada sektor B2B. Selain ditemukan berpengaruh terhadap kepuasan, kualitas layanan juga ditemukan berpengaruh terhadap pengalaman konsumsi pelanggan (Boo, Lee, & Murray, 2014;Rahman, Mannan, Hossain, & Zaman, 2018;Roy et al, 2019;Mbama & Ezepue, 2018). Dari uraian mengenai literatur penelitian terdahulu yang pernah dilakukan, maka dibentuklah hipotesis sebagai berikut:…”

Section: Pendahuluanunclassified

“…Respons pelanggan terhadap pengalamannya dapat mencakup komponen kognitif, emosional, perilaku, sensorik, dan sosial, dan mungkin dipicu oleh perusahaan berdasarkan karakteristik produk atau merek atau elemen lain, seperti situs web perusahaan atau aplikasi seluler (Koetz, 2019). Kepuasan adalah evaluasi paska pembelian dari suatu produk atau layanan setelah pengalaman konsumsi (Sharma & Patterson, 2000) Penelitian sebelumnya menemukan bahwa pengalaman pelanggan berpengaruh positif terhadap kepuasan (Boo et al, 2014;Giannoulakis, Wang, & Felver, 2015;Roy et al, 2019;Shahijan, Rezaei, & Amin, 2018;Suhartanto, Brien, Sumarjan, & Wibisono, 2018;Mbama & Ezepue, 2018;Trivedi & Jagani, 2018). Berdasarkan uraian diatas, maka: H5: Pengalaman pelanggan mengenai m-shopping berpengaruh positif terhadap kepuasan pelanggan.…”

Section: Pendahuluanunclassified

“…Kualitas layanan mcommerce yang baik akan memengaruhi pengalaman pelanggan. Hasil penelitian ini mendukung hasil penelitian sebelumnya (Boo et al, 2014;Rahman et al, 2018;Roy et al, 2019;Mbama & Ezepue, 2018).…”

Section: Diskusiunclassified

“…Kualitas layanan m-commerce yang baik akan memengaruhi kepuasan pelanggan. Hasil penelitian ini mendukung hasil penelitian sebelumnya (Boon-itt, 2015;Khoo et al, 2017;Rajaguru, 2016;Roy et al, 2019). Hipotesis tiga menyatakan bahwa perceived risk berpengaruh negatif terhadap pengalaman pelanggan.…”

Section: Diskusiunclassified

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Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Berlianto

2020

WIDYAKALA JOURNAL

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This study aims to investigate the factors influencing urban customer experience and satisfaction in mobile commerce (m-commerce). Population of this study are customer of mcommerce Shopee in Jakarta. Data are collected from 188 respondents. PLS SEM in used to analyze the collected data and test the research hypothesis. The result of this study indicate that service quality is strongly linked to customer experience and customer satisfaction. Service quality have a positive effect on customer experience and customer satisfaction, perceived risk have a negative effect on customer satisfaction and customer experience has a posititve effect on customer satisfaction. Practical implication of this study shows that practioner of m-commerce should increase their service quality, reduced the perceived risk of their m-commerce and also increase customer experience in order to make customer satisfied.

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Section: Pendahuluanunclassified

Section: Diskusiunclassified

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Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Berlianto

2020

WIDYAKALA JOURNAL

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“…Despite the importance of a customer experience perspective, little is known about the sharing economy service experience. While the service experience has garnered considerable attention in recent years (e.g., [35][36][37][38][39]), knowledge of sharing economy service experience remains limited. Second, the present analysis relates the dramaturgical theory to sharing economy service experience and identifies its multiple dimensions.…”

Section: Introductionmentioning

confidence: 99%

Sharing Economy Service Experience and Its Effects on Behavioral Intention

et al. 2019

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The sharing economy allows consumers to share spare resources through online platforms and to reduce the transaction costs by using platform services. Shared enterprises use idle resources in a more intelligent manner and share the resulting benefits with consumers. This study connects the shared enterprises’ service innovations with service experience. This study examines the consumers’ energy sharing experience and its impact on their experiential values, which in turn, affects their continued sharing energy intention. In addition, this study further examines the moderating effects of social influence and sustainability on experiential value and behavioral intentions. Data were collected from 460 Taiwanese consumers. The consumers were asked to complete a survey about their experience with Gogoro energy sharing services. Structural equation modelling (SEM) was adopted to analyze the data via IBM SPSS AMOS 25.0 (Armonk, New York, U.S.). As a result, a new four-element sharing economy service experience model was suggested; the service experience had a significant and positive effect on the behavioral intention. Additionally, the experiential values had significant and positive effects on the behavioral intention. Moreover, social influence and sustainability had significant and positive moderating effects on the relationships between experiential values and behavioral intention.

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The effect of repeat purchase information in electronic word‐of‐mouth (eWOM) on purchase intention

Li,

Chen,

Chen

2023

J of Consumer Behaviour

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Consumers commonly rely on electronic word‐of‐mouth (eWOM) to inform their purchase decisions. The purpose of this study is to investigate when and why repeat purchase information in eWOM influenced customers' purchase behavior, using the social learning theory as a framework. Three experiments were conducted to test the hypotheses. The results showed that repeat purchase information in eWOM positively affected consumers' purchase intention through perceived diagnosticity of eWOM and perceived value. Additionally, the effect varied from product type. For utilitarian products, the repeat purchase information in eWOM had a significant impact on consumers' perceived diagnosticity and purchase intention, while for hedonic products, the impact was not significant. The current study deepens the understanding of social learning theory in eWOM content by providing a novel look at repeat purchase information in eWOM. These findings offer important implications for both research and practical applications of eWOM, particularly in term of effectively utilizing repeat purchase information of eWOM.

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Service quality versus service experience: An empirical examination of the consequential effects in B2B services

Cited by 91 publications

References 144 publications

Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Sharing Economy Service Experience and Its Effects on Behavioral Intention

The effect of repeat purchase information in electronic word‐of‐mouth (eWOM) on purchase intention

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