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Linking service convenience to satisfaction: Dimensions and key moderators

Benoit, Sabine, Klose, S and Ettinger, A (2017) Linking service convenience to satisfaction: Dimensions and key moderators Journal of Services Marketing, 31 (6). pp. 527-538.

Benoit et al 2017_Linking service convenience to satisfaction.pdf - Accepted version Manuscript

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Purpose: Demand for service convenience, defined as a consumer’s perception of minimized time and effort spent to obtain a service, has increased in conjunction with certain sociocultural and demographic changes. Prior research notes the significance of service convenience, but the importance of different dimensions of service convenience as well as the role of key moderators affecting the link between convenience and satisfaction (like customer psychographic and sociodemographic characteristics) remain unaddressed. Design/methodology/approach: Two models are developed and tested: 1) a multidimensional model of service convenience with a formative measure of five service convenience dimensions: decision, access, search, transaction, and after-sales convenience; and 2) a moderator model hypothesizing different customer psychographic and sociodemographic characteristics (time pressure, shopping enjoyment, age, household size, income) that affect the link between service convenience and satisfaction. Findings: This study reveals that search convenience, followed by transaction and decision convenience, exerts the greatest influence on the perception of overall service convenience. In addition, those who value service convenience most are high-income, time-pressed consumers in smaller households who experience low shopping enjoyment. Originality/value: Providers have limited budgets for enhancing their services. Thus it is important to identify which dimension has the greatest influence on the perception of service convenience as well as the customer segments for which service convenience is most critical.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > Surrey Business School
Authors :
Klose, S
Ettinger, A
Date : 24 August 2017
DOI : 10.1108/JSM-10-2016-0353
Copyright Disclaimer : Copyright 2017 Emerald Publishing. Published by Emerald Publishing Limited. Licensed re-use rights only
Uncontrolled Keywords : Service convenience, retailing, shopping, customer characteristics, partial least squares
Depositing User : Melanie Hughes
Date Deposited : 24 May 2017 16:52
Last Modified : 16 Jan 2019 18:52

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