Which Moments Matter Most? Investigating Boundary Conditions of the Effect of Specific Moments on Overall Evaluations of Customer Experiences DOI Creative Commons

Aleksandar Blečić,

Sabine Kuester

Journal of Consumer Behaviour, Journal Year: 2024, Volume and Issue: unknown

Published: Oct. 13, 2024

ABSTRACT Customer experience (CE) often occurs as a temporal sequence of events that unfold over time. This research investigates the circumstances under which specific moments in CE, such beginning or end, have disproportionate effect on customers' overall CE evaluations. Specifically, this explores two boundary conditions moments: incident valence and perceived control. The results three scenario experiments, conducted with consumers contexts (hedonic utilitarian), reveal negative incidents at end disproportionately influence evaluations across these different service contexts, demonstrating recency effects. However, effects do not occur for positive are only present individuals heightened Our findings address recent calls to further explore role timing provide novel insights into moderating control also offers practical guidance help managers design more effective CEs.

Language: Английский

Effects of human-robot interaction type on customer tolerance of humanoid robot service failure DOI
Ke Ma, Xiaojie Duan,

Xiaoye Fu

et al.

Journal of Hospitality Marketing & Management, Journal Year: 2024, Volume and Issue: unknown, P. 1 - 20

Published: July 14, 2024

Language: Английский

Citations

5
The Influence of Corporate Social Responsibility on Employees’ Pro-Societal and Self-Serving Opportunistic Behaviors: Exploring Dual Mediation Through Self-Verification and Person-Organization Fit DOI
Doğan Gürsoy, Lưu Trọng Tuấn,

Su-Chuan Liu

et al.

International Journal of Hospitality & Tourism Administration, Journal Year: 2025, Volume and Issue: unknown, P. 1 - 30

Published: April 22, 2025

Language: Английский

Citations

0
Does ethnocentrism work? Evaluating the effect of airlines service recovery strategies on airline brand equity DOI Creative Commons
Nor Asiah Omar,

Nur Aqilah Hazirah Mohd Anim,

Taslima Jannat

et al.

Cogent Business & Management, Journal Year: 2024, Volume and Issue: 12(1)

Published: Dec. 13, 2024

The study aims to investigate how corporate social responsibility (CSR), service recovery effort, severity of failure, and ethnocentrism affect satisfaction airline brand equity among Malaysia Airlines passengers. Additionally, it explores moderates these effects. Using an airport intercept survey, the researchers surveyed 308 passengers from state-owned who had experienced failure recovery. They then analyzed data with PLS-SEM. results showed that CSR efforts significantly influenced satisfaction. CSR, customer affected equity. Service does not influence satisfaction, moderate relationship between empirical insights provide valuable information for policymakers managers in sector developing countries, especially those managing airlines. clarifies complexities fills a gap literature by demonstrating negative consequences inadequately addressed failures during efforts.

Language: Английский

Citations

0
Which Moments Matter Most? Investigating Boundary Conditions of the Effect of Specific Moments on Overall Evaluations of Customer Experiences DOI Creative Commons

Aleksandar Blečić,

Sabine Kuester

Journal of Consumer Behaviour, Journal Year: 2024, Volume and Issue: unknown

Published: Oct. 13, 2024

ABSTRACT Customer experience (CE) often occurs as a temporal sequence of events that unfold over time. This research investigates the circumstances under which specific moments in CE, such beginning or end, have disproportionate effect on customers' overall CE evaluations. Specifically, this explores two boundary conditions moments: incident valence and perceived control. The results three scenario experiments, conducted with consumers contexts (hedonic utilitarian), reveal negative incidents at end disproportionately influence evaluations across these different service contexts, demonstrating recency effects. However, effects do not occur for positive are only present individuals heightened Our findings address recent calls to further explore role timing provide novel insights into moderating control also offers practical guidance help managers design more effective CEs.

Language: Английский

Citations

0