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showing 10 items of 2270 documents
Necesidad de una coordinación socio-sanitaria ante situaciones de emergencia social en las localidades de Xàtiva y Ontinyent (España)
2019
This article try to show up whether there is a need to coordinate the local Social Services (“SS.SS” in Spanish) with the Emergency Health Care Service (“SAMU” in Spanish) from both Xàtiva and Ontinyent (towns of the Community of Valencia) in order to allow an integrated care, carried out using an ad-hoc survey completed by (“SAMU” in Spanish) health workers and social workers from both Xàtiva and Ontinyent making up a descriptive, cross-sectional and observational study. Some of the results show that all the professionals point out the absolute need to coordinate the SAMU with the (“SS.SS” in Spanish) and that almost all of the sample believe that it is essential or necessary to implement …
Under-over benefitting perceptions and evaluation of services
2016
Purpose– In the context of service exchanges, the purpose of this paper is to examine the form of the link from under-benefitting (customers receive less than they invest) vs over-benefitting (customers receive more than they invest) perceptions to customer service evaluations. The authors assess three competing hypotheses: maximization, fairness, and the asymmetric hypotheses.Design/methodology/approach– Linear and nonlinear relationships between under-over benefitting perceptions and service evaluations are examined following a test-retest approach. These relationships are investigated in four samples from two survey studies: hotels (Time 1,n=591; Time 2,n=512) and restaurants (Time 1,n=5…
Effects of dissatisfaction in tourist services: The role of anger and regret
2011
Abstract Dissatisfied customers due to a service failure probably will switch the provider, will complain and/or will spread negative word-of-mouth. However, to what extent some specific emotions triggered by dissatisfaction can mediate between the latter and the previous mentioned behaviours? A sample of 359 users of restaurants and 308 users of hotel services has shown that, whereas anger has a significant influence on the three behaviours under study, regret only affects switching and negative word-of-mouth. Furthermore, slight differences between hotels and restaurants have been found because, in the case of restaurants, anger is not an antecedent of switching whereas regret has an inve…
Engaged teams deliver better service performance in innovation climates
2016
Building on the interactionist approach and the consideration of service organizations as open-systems, this study examines the moderating role of team climate for innovation on the relationship between team engagement and service performance. The sample consisted of 599 customers, 344 boundary employees, and 86 supervisors nested in 86 teams from 60 hotels. Multilevel analyses showed significant positive direct relationships between team engagement and service quality indicators. We also found a consistent moderating role of climate for innovation on the association between team engagement and different service performance indicators (functional and relational service quality, overall sati…
Determinants of Consumer's Buying Behavior for digital products in Trade Fair
2019
The purpose of this study is to examine the factors which have an effect on the intention to shop digital products at the India International Trade Fair. The study comprises both qualitative and quantitative analysis of the buying behaviour of consumers who visit trade fair. For this, a sample of 160 respondents has been taken by using non-random convenience sampling method. The key factors, i.e., value for money (price and quality), brand awareness and service utility were identified and analysed through the use of factor analysis. Findings point out that value for money and brand awareness are the most important variables that influence decision of consumers to shop at trade fair. The stu…
Measuring Repurchase Intention on Fashion Online Shopping
2020
The internet has become one of many ways for consumers to shop. With the rapid development of internet connection, online shopping has become increasingly popular around the world. All forms of conveniences available through online businesses have lured consumers to switch from offline shopping to online slowly. This research emphasizes the influence of e-service convenience on customer satisfaction, perceived service value, and repurchase intention on fashion online shopping websites in Surabaya. The sample is taken from 115 Surabaya respondents. The sampling technique uses a non-random sampling technique. The analytical method used is the partial least square (PLS). The results show that …
Store Brands in Tourist Services
2016
A current trend in retailing is the use of a brand extension strategy by supermarkets and hypermarkets, which enhances the store brand’s presence in a growing number of product categories. In the travel services domain, research on store brand extension is scarce. This research paper aims to fill in a gap on brand extension of current traditional store brands to travel services. Based on a sample of 608 individuals, our findings suggest that the likelihood of choosing a travel service offered by a local retailer (hypermarket/supermarket) is directly and positively conditioned by (1) the individual’s overall attitude towards store brands, (2) customer perception of the retailer’s trustworthi…
Does service quality matter in measuring the performance of water utilities?
2008
Abstract Quality is a dimension of water services that has been repeatedly omitted in the study of performance of water utilities. In this paper, Data Envelopment Analysis techniques are used to compute both conventional quantity-based and quality-adjusted scores of technical efficiency for a sample of Spanish water utilities. The key assumptions are that a lack of quality (bad quality) can be regarded as a bad output and the existence of a trade-off between quantity and quality. Our main results indicate that quality matters in measuring technical efficiency, the difference between conventional and quality-adjusted evaluations representing the opportunity cost of maintaining quality. Avera…
Assessing the quality of service to customers provided by water utilities: A synthetic index approach
2017
Abstract Currently, water and sewer companies face the challenge of improving their quality of service to customers (QSC). Performance indicators are essential to monitor and benchmark the QSC of water companies; however, individual indicators do not provide a holistic evaluation of the quality of water and sewer services provided to customers. This study proposes an innovative QSC index based on distance-function techniques that makes it possible to compare changes in the QSC of water companies among locations and temporal periods. A case study assesses changes in QSC for a sample of Chilean water and sewer companies from 2007 to 2014. The results show that in spite of the efforts made by …
Exploring the links between destination attributes, quality of service experience and loyalty in emerging Mediterranean destinations
2020
Abstract Since the publication of the “Experience Economy” work by Pine and Gilmore in 1999, understanding the increasing complexity of the customer experience within the customer journey in the tourism industry is a priority for researchers and destination management organizations. This study contributes to the extension of the Experience Economy in tourism research by examining the links between tourists' assessment of destination attributes, their perceived quality of the service experience and loyalty, in seven emerging Mediterranean destinations. To date, little research has explored the aforementioned aspects, even though the Mediterranean region is the leading tourism destination in …