the impact of consumer satisfaction

1. Outcomes of service encounter
quality in a business-to-business
context
Presenter: CaineChen
Instructor: Dr. Pi-Ying Teresa Hsu
Date: Nov.10,2014
research writing and publishing

2. Citation
❖ Jayawardhena C., Souchon L. A., Farrel M.
A., ＆ Glanville K., (2007). Outcomes of
service encounter quality in a business-to
business context. Industrial Marketing
Management, 36, 578-588.
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3. Content
❖Introduction
❖Literature Review
❖Method
❖Result
❖Suggestion
❖Limitation
❖Reflection
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4. Introduction
Background
❖Within the service quality domain … service quality
occurs in the service encounter …when the
customer interacts with the firm.
(Bitner, Booms& Mohr, 1994)
❖service encounter quality in a business-to-business
context tends to be both overlooked at the managerial
level and under-researched academically.
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(Bitran & Lojo, 1993)

5. Introduction
Purpose of the study
❖to develop a psychometrically sound measure of
face-to face, interpersonal service encounter quality in
the context of business-to-business exchanges
❖to empirically examine the consequences of face-to-
face, interpersonal service encounter quality, again
within the context of business-to-business exchanges
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6. Literature Review
service encounter
❖the literature…on the consumer sector..
❖input from employees as well as
customers with regards to what constitutes
a high quality service encounter..
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7. Literature Review
service quality
❖identified…tangibles, reliability,
responsiveness, assurance and
empathy….
❖perception-only measure as been
more psychometrically robust….
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8. Literature Review
customer satisfaction
❖is generally conceptualized…attitudinal
judgment abut purchase….
❖is an emotive post-consumption
evaluation of the service performance
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9. Literature Review
organizatio
n
employ
ee
loyalty
❖focus on repeat purchase behavior
….undivided loyalty, divided loyalty,
unstable loyalty, no loyalty
❖address this ,loyalty to service
organizations remain.…loyalty to the
employee, loyalty to the organization..
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10. Hypotheses(1)
❖H1: Service encounter quality perceptions will be
positively related to overall service quality evaluations.
❖H2: Service encounter quality perceptions will be
positively related to customer satisfaction.
❖H3: Customer satisfaction be positively related to
overall service quality perceptions.

11. Hypotheses(2)
❖H4: Overall service quality be positively related to
loyalty to the organization.
❖H5: Customer satisfaction be positively related to
loyalty to the employee.
❖H6: Loyalty to the employee be positively related to
loyalty to the organization.

12. Hypotheses conceptualization
organizatio
n
employe
e
H1
H2
H3
H4
H5
H6
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13. Method
Sample
❖The project .. by a private safety
inspection organization in New
Zealand. A database consisting of 50
service providers and 778 customers
… Each service provider had between
10 and 20 customers
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14. Method
36%
6%
58%
Procedures
❖Questionnaires were mailed out ..
sent to non-respondents two weeks..
❖A total of 329 questionnaires were
returned, ….response rate of 36%..
t-tests..5% level..lack of non-response
bias
❖Respondents ..94% male , age 46
…firms… established for 33 years
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15. Method Measures used
Questionnaire
During your most recent encounter with a XYZ contact person
, you found them to:
- show familiarity to you during the service encounter
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(SEQ34, .918)
Friendliness

16. Method
Analysis
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17. organization
employee
Method
Results
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18. Discussion and Suggestion
❖Service encounter quality as perceived by
customers in a business-to-business context is
defined by four dimensions:
professionalism, civility, friendliness, and competence
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19. Discussion and Suggestion
❖the research suggests:
customers perceive service
customer satisfaction
and service quality
organizations loyalty
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20. Limitations and Reflection
❖ This research was conducted in a single industry.
While this has the obvious benefits of controlling for
cross-industry variation….
Financial encounter service
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21. research writing and publishing
Thank you
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