The consumer’s perspective on evaluating products: service is the key

Abstract

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Rethinking functionality and emotions in the service consumption process: the case of funeral services

“…Because mortuary services are intangible and experiential by nature, funeral service customers tend to define their satisfaction by the emotional attributes of the consumption of the purchased service. Extensive literature in service research also emphasizes on the benefits to service providers of delivering emotional experiences to consumers (Gardner, 1985; Kraiger et al , 1999; Mano and Oliver, 1993; Oliver, 2015; Palmer, 2010). For instance, arousing positive emotions in a service encounter may lead to positive consumer satisfaction (Brown and Sulfer-Azaroff, 1994; Henning-Thurau et al , 2006; Lin and Lin, 2011; Mattila and Enz, 2002; Menon and Dubé, 2000).…”

“…Among a myriad of factors that determine service quality, scholars are interested in post-consumption and emotions. Post-consumption is reported to be a major element in gauging consumers’ service experiences (Chang et al , 2014; Chua et al , 2015; Comm and LaBay, 1996; Grace and O’Cass, 2001; Zeithaml and Bitner, 2000), but as suggested by some scholars (Du Plessis, 2009; Gelbrich and Sattler, 2014; Lacey, 2012; Lamb et al , 2010; Oliver, 2015; Ostrom and Iaccobucci, 1995; Ottenbacher and Harrington, 2010; Tim et al , 2010), evaluating these experiences is not an easy task because consumers are uncertain of how to assess the quality of the services they purchase. For instance, in the health-care industry, consumers may find it difficult to determine whether they are receiving the best medical treatment (Grace and O’Cass, 2004).…”

Value evaluation method of industrial product-service based on customer perception

“…Since the early 1990s, the driver in our economy has been changing from production of material goods to product-service offers based on knowledge and information. Service proportion of output and profits in manufacturing enterprises is increasing (Oliver, 2015). It has become an important trend in the manufacturing industry that service is used to enhance the competitiveness of businesses as well as an important source of values.…”

The Consumer Perspectives on Service Quality and Performance of Road Infrastructure Assets

“…The consumers do not only decide whether there is a relationship or not, but also decide to share their 'experience' with other consumers [12]. The study performed by Sandstrom et al in a product of telecommunication service learned about how the involvement of consumers in the process of idea for a service based on a new technology can contribute to the impassioned and working aspect growth as the entirety of consumers 'experience' [13].…”

“…Oliver cites from Berry and Czepiel, Dagger, et al there was a relevance with the service provider (asset management) in minimizing the risks received when evaluating services as intangible-products and giving the consumers (road users) valuable benefits [5]. So in order to fulfil the interest level through the consumer's perspective, the administrator of the road infrastructure assets can prioritize more on intangibleproduct or service to the benefit value through service quality.…”