A study on name tags in organizational dress : how conspicuousness of name tags affects service outcomes.

This study explores how organizational artifacts, specifically name tags, can have effects on customers, specifically on confidence benefits, customer satisfaction, loyalty, customer’s attitudes towards the service employee and customer’s attitudes towards the company. In addition, positive and nega...

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Main Authors: Seah, Hui Min., Teo, Jasmine., Tan, Alson Yu Hon.
Other Authors: Nanyang Business School
Format: Final Year Project
Language:English
Published: 2013
Subjects:
Online Access:http://hdl.handle.net/10356/51474
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Institution: Nanyang Technological University
Language: English
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spelling sg-ntu-dr.10356-514742023-05-19T07:23:09Z A study on name tags in organizational dress : how conspicuousness of name tags affects service outcomes. Seah, Hui Min. Teo, Jasmine. Tan, Alson Yu Hon. Nanyang Business School Lim Ai Ching DRNTU::Business This study explores how organizational artifacts, specifically name tags, can have effects on customers, specifically on confidence benefits, customer satisfaction, loyalty, customer’s attitudes towards the service employee and customer’s attitudes towards the company. In addition, positive and negative service scenarios were used as moderating factors in this study. An experimental study was carried out with 137 respondents in which 130 usable responses were obtained. The results showed that (1) a high conspicuous name tag leads to higher customer satisfaction and better attitudes towards service employee, as compared to a low conspicuous name tag. However, there were no perceived differences in the two respective interaction effects between name tag conspicuousness and the service scenarios. Our study also found that (2) a high conspicuous name tag leads to higher loyalty as compared to a low conspicuous name tag. There were also interaction effects between name tag conspicuousness in different service scenarios. Hence, looking at these results, we recommend that service industries incorporate name tags as an integral part of organizational dress so as to improve customers’ experience. BUSINESS 2013-04-03T04:40:25Z 2013-04-03T04:40:25Z 2013 2013 Final Year Project (FYP) http://hdl.handle.net/10356/51474 en Nanyang Technological University 58 p. application/pdf
institution Nanyang Technological University
building NTU Library
continent Asia
country Singapore
Singapore
content_provider NTU Library
collection DR-NTU
language English
topic DRNTU::Business
spellingShingle DRNTU::Business
Seah, Hui Min.
Teo, Jasmine.
Tan, Alson Yu Hon.
A study on name tags in organizational dress : how conspicuousness of name tags affects service outcomes.
description This study explores how organizational artifacts, specifically name tags, can have effects on customers, specifically on confidence benefits, customer satisfaction, loyalty, customer’s attitudes towards the service employee and customer’s attitudes towards the company. In addition, positive and negative service scenarios were used as moderating factors in this study. An experimental study was carried out with 137 respondents in which 130 usable responses were obtained. The results showed that (1) a high conspicuous name tag leads to higher customer satisfaction and better attitudes towards service employee, as compared to a low conspicuous name tag. However, there were no perceived differences in the two respective interaction effects between name tag conspicuousness and the service scenarios. Our study also found that (2) a high conspicuous name tag leads to higher loyalty as compared to a low conspicuous name tag. There were also interaction effects between name tag conspicuousness in different service scenarios. Hence, looking at these results, we recommend that service industries incorporate name tags as an integral part of organizational dress so as to improve customers’ experience.
author2 Nanyang Business School
author_facet Nanyang Business School
Seah, Hui Min.
Teo, Jasmine.
Tan, Alson Yu Hon.
format Final Year Project
author Seah, Hui Min.
Teo, Jasmine.
Tan, Alson Yu Hon.
author_sort Seah, Hui Min.
title A study on name tags in organizational dress : how conspicuousness of name tags affects service outcomes.
title_short A study on name tags in organizational dress : how conspicuousness of name tags affects service outcomes.
title_full A study on name tags in organizational dress : how conspicuousness of name tags affects service outcomes.
title_fullStr A study on name tags in organizational dress : how conspicuousness of name tags affects service outcomes.
title_full_unstemmed A study on name tags in organizational dress : how conspicuousness of name tags affects service outcomes.
title_sort study on name tags in organizational dress : how conspicuousness of name tags affects service outcomes.
publishDate 2013
url http://hdl.handle.net/10356/51474
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