Linking service convenience to satisfaction: Dimensions and key moderators

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. Previous research notes the significance of service convenience, but the importanc...

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Main Authors: BENOIT, Sabine, KLOSE, Sonja, ETTINGER, Andreas
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2017
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Online Access:https://ink.library.smu.edu.sg/lkcsb_research/7584
https://ink.library.smu.edu.sg/context/lkcsb_research/article/8583/viewcontent/Linking_service_convenience_to_satisfaction_av_cc_by_nc.pdf
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spelling sg-smu-ink.lkcsb_research-85832024-09-21T16:00:23Z Linking service convenience to satisfaction: Dimensions and key moderators BENOIT, Sabine KLOSE, Sonja ETTINGER, Andreas 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. Previous research notes the significance of service convenience, but the importance of different dimensions of service convenience and the role of key moderators affecting the link between convenience and satisfaction (like customer psychographic and sociodemographic characteristics) remain unaddressed. Thus, the purpose of this research is to identify those customer groups for which offering convenience will have the highest leverage to increase satisfaction. Design/methodology/approach: Two models are developed and tested: a multidimensional model of service convenience with a formative measure of five service convenience dimensions, namely, decision, access, search, transaction and after-sales convenience, and a moderator model hypothesizing different customer psychographic and sociodemographic characteristics (time pressure, shopping enjoyment, age, household size and 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 and the customer segments for which service convenience is most critical. 2017-10-01T07:00:00Z text application/pdf https://ink.library.smu.edu.sg/lkcsb_research/7584 info:doi/10.1108/JSM-10-2016-0353 https://ink.library.smu.edu.sg/context/lkcsb_research/article/8583/viewcontent/Linking_service_convenience_to_satisfaction_av_cc_by_nc.pdf http://creativecommons.org/licenses/by/3.0/ Research Collection Lee Kong Chian School Of Business eng Institutional Knowledge at Singapore Management University Retailing Shopping Partial least squares Customer characteristics Service convenience Formative measurement models Marketing Sales and Merchandising
institution Singapore Management University
building SMU Libraries
continent Asia
country Singapore
Singapore
content_provider SMU Libraries
collection InK@SMU
language English
topic Retailing
Shopping
Partial least squares
Customer characteristics
Service convenience
Formative measurement models
Marketing
Sales and Merchandising
spellingShingle Retailing
Shopping
Partial least squares
Customer characteristics
Service convenience
Formative measurement models
Marketing
Sales and Merchandising
BENOIT, Sabine
KLOSE, Sonja
ETTINGER, Andreas
Linking service convenience to satisfaction: Dimensions and key moderators
description 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. Previous research notes the significance of service convenience, but the importance of different dimensions of service convenience and the role of key moderators affecting the link between convenience and satisfaction (like customer psychographic and sociodemographic characteristics) remain unaddressed. Thus, the purpose of this research is to identify those customer groups for which offering convenience will have the highest leverage to increase satisfaction. Design/methodology/approach: Two models are developed and tested: a multidimensional model of service convenience with a formative measure of five service convenience dimensions, namely, decision, access, search, transaction and after-sales convenience, and a moderator model hypothesizing different customer psychographic and sociodemographic characteristics (time pressure, shopping enjoyment, age, household size and 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 and the customer segments for which service convenience is most critical.
format text
author BENOIT, Sabine
KLOSE, Sonja
ETTINGER, Andreas
author_facet BENOIT, Sabine
KLOSE, Sonja
ETTINGER, Andreas
author_sort BENOIT, Sabine
title Linking service convenience to satisfaction: Dimensions and key moderators
title_short Linking service convenience to satisfaction: Dimensions and key moderators
title_full Linking service convenience to satisfaction: Dimensions and key moderators
title_fullStr Linking service convenience to satisfaction: Dimensions and key moderators
title_full_unstemmed Linking service convenience to satisfaction: Dimensions and key moderators
title_sort linking service convenience to satisfaction: dimensions and key moderators
publisher Institutional Knowledge at Singapore Management University
publishDate 2017
url https://ink.library.smu.edu.sg/lkcsb_research/7584
https://ink.library.smu.edu.sg/context/lkcsb_research/article/8583/viewcontent/Linking_service_convenience_to_satisfaction_av_cc_by_nc.pdf
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