The variable nature of services: An empirical examination of trust and its effects on customers' satisfaction responses to poor and good service

Söderlund, Magnus; Julander, Claes‐Robert

doi:10.1080/1478336032000046616

Cited by 13 publications

(12 citation statements)

References 24 publications

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“…Claro et al (2003) find that inter-organizational trust motivates to better joint problem solving and planning between organizations, which results with higher perceived satisfaction of the buyer organization. Similarly, Söderlund and Julander (2003) find a positive relationship between trust and satisfaction, but further indicate that trust by itself is not able to offset the negative outcomes of poor service performance on satisfaction.…”

Section: Trust and Satisfactionmentioning

confidence: 87%

Inter‐organizational trust in franchise relationships and the performance outcomes

Eser

2012

International Journal of Contemporary Hospitality Management

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Purpose -The purpose of this paper is to examine performance outcomes of inter-organizational trust in franchisor and franchisee relationships in the fast-food industry in Turkey. Design/methodology/approach -The survey was conducted in two major cities in Turkey: Ankara (the capital and second largest city in Turkey) and Eskisehir (a major city 200 kilometers to the West of Ankara). A total of 103 questionnaires were administered to franchisees located at shopping malls in both cities. A total of 87 usable questionnaires were received, yielding a response rate of 84 percent. Findings -Trust is found to be positively related to cooperation and satisfaction, and negatively related to transaction costs. The duration of relationship is negatively related to transaction costs. Levels of trust, cooperation, satisfaction and transaction costs have not differed significantly on the basis of franchisor's origin or respondent's position. Research limitations/implications -This empirical study investigates only the perspective of franchisees in the dyadic relationship of franchisor-franchisee in one industry (fast-food) in two major cities of a country. Originality/value -The study contributes significantly to an overall understanding of the function of trust for successful franchise channel relationships, and is the first study to address performance outcomes and trust issues in the fast-food industry in Turkey.

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Section: Trust and Satisfactionmentioning

confidence: 87%

Inter‐organizational trust in franchise relationships and the performance outcomes

Eser

2012

International Journal of Contemporary Hospitality Management

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“…Trust refers to consumers' willingness to rely on a service provider with confidence (Moorman et al, 1992) based on the expectation that the service provider will provide a solution to service failure (Söderlund & Julander, 2003). In the online environment, the importance of trust is emphasized due to the complexity in online interactions and the possibility of insincere and unpredictable behaviors (Gefen & Straub, 2004).…”

Section: Trustmentioning

confidence: 99%

Company Response to Negative Online Reviews: The Effects of Procedural Justice, Interactional Justice, and Social Presence

Olson

2020

Cornell Hospitality Quarterly

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This research investigates how potential customers evaluate a company response to negative online reviews. Integrating the literature on perceived justice in service recovery, social presence in online communications, and signaling in trust formation process, this research examines the effects of procedural justice, interactional justice, and social presence in the company’s response to negative online reviews on potential customers’ trust and purchase intentions toward a company. A 2 × 2 × 2 between-subject experimental design is utilized, and 410 participants are recruited through a consumer panels firm. Main results include the three-way interaction effect of procedural justice, interactional justice, and social presence on trust and the mediating effect of trust. Social presence exacerbates the negative effects on trust when both interactional justice and procedural justice are low in the company response. However, the social presence effect becomes small in increasing trust when both interactional justice and procedural justice are high in the company response. Trust mediates the relationship between customer perceptions of company response and purchase intentions. This research provides practical implications for hospitality companies on how to effectively respond to negative online reviews.

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“…A repeat purchaser who frequents the same provider over time has different experiences because services are inherently variable. However, Soderlund and Julander (2003) found one way for the provider to manage the variation is to target variables that act as “forgivers” in reducing the negative impact of service variability. Alternatively, studies have not focused on the variables that cause customers never to use a service provider again.…”

Section: Introductionmentioning

confidence: 99%

Assessing poor quality service: perceptions of customer service representatives

Helms

Mayo

2008

Managing Service Quality: An International Journal

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PurposeThe purpose of this study is to explore the variables most often associated with customer dissatisfaction and to discern which variables result in customer defection. Identification of these variables can aid managers as they develop strategies to prevent their occurrence.Design/methodology/approachThis exploratory study examined customer service dissatisfaction from a respondent group of customer service representatives employed by a call center. These employees deal with customers as their exclusive job function and are trained to correct customer concerns. The customer service respondents were surveyed and asked to list their top service complaints. From this list they were also asked to indicate the top ranked poor service issue that would cause them, as customers, to defect and select a competitor to provide a substitute product or service.FindingsResults of the study parallel those in other customer dissatisfaction research and indicate interesting characteristics of customer dissatisfaction arising from service failure. Interestingly, the top four categories (rude employees/poor attitudes; overall poor service; employees socializing and not paying attention to customers; and slow service) were noted most often as service problems by respondents and also ranked as the top reasons for defection. Areas for future research are also considered.Practical implicationsBy understanding and anticipating poor service delivery, managers can regard these complaint categories as critical market research information. In addition, such information may help managers anticipate customer needs. They can re‐structure service experiences and train employees to avoid problem behaviors and actions.Originality/valueWhile past research has focused on end‐user customers and their dissatisfaction, this research considers the opinions of consumers who are trained in, and work in, customer service.

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The variable nature of services: An empirical examination of trust and its effects on customers' satisfaction responses to poor and good service

Cited by 13 publications

References 24 publications

Inter‐organizational trust in franchise relationships and the performance outcomes

Inter‐organizational trust in franchise relationships and the performance outcomes

Company Response to Negative Online Reviews: The Effects of Procedural Justice, Interactional Justice, and Social Presence

Assessing poor quality service: perceptions of customer service representatives

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