Customer engagement behaviors: The role of service convenience, fairness and quality
The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different for...
Ausführliche Beschreibung
Gespeichert in:
| Autor*in: |
Roy, Sanjit Kumar [verfasserIn] |
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| Format: |
E-Artikel |
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| Sprache: |
Englisch |
| Erschienen: |
2018transfer abstract |
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| Schlagwörter: |
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| Umfang: |
12 |
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| Übergeordnetes Werk: |
Enthalten in: Photobiomodulation rescues cognitive flexibility in early stressed subjects - Banqueri, María ELSEVIER, 2019, Amsterdam |
|---|---|
| Übergeordnetes Werk: |
volume:44 ; year:2018 ; pages:293-304 ; extent:12 |
| Links: |
|---|
| DOI / URN: |
10.1016/j.jretconser.2018.07.018 |
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| Katalog-ID: |
ELV043752993 |
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| 520 | |a The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). | ||
| 520 | |a The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). | ||
| 650 | 7 | |a Customer engagement behavior |2 Elsevier | |
| 650 | 7 | |a Customer helping behavior |2 Elsevier | |
| 650 | 7 | |a Service fairness |2 Elsevier | |
| 650 | 7 | |a Service convenience |2 Elsevier | |
| 650 | 7 | |a Partial least squares path modelling |2 Elsevier | |
| 650 | 7 | |a Word-of-mouth |2 Elsevier | |
| 700 | 1 | |a Shekhar, Vaibhav |4 oth | |
| 700 | 1 | |a Lassar, Walfried M. |4 oth | |
| 700 | 1 | |a Chen, Tom |4 oth | |
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10.1016/j.jretconser.2018.07.018 doi GBV00000000000681.pica (DE-627)ELV043752993 (ELSEVIER)S0969-6989(17)30773-7 DE-627 ger DE-627 rakwb eng 150 610 VZ 44.90 bkl Roy, Sanjit Kumar verfasserin aut Customer engagement behaviors: The role of service convenience, fairness and quality 2018transfer abstract 12 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). Customer engagement behavior Elsevier Customer helping behavior Elsevier Service fairness Elsevier Service convenience Elsevier Partial least squares path modelling Elsevier Word-of-mouth Elsevier Shekhar, Vaibhav oth Lassar, Walfried M. oth Chen, Tom oth Enthalten in Elsevier Science Banqueri, María ELSEVIER Photobiomodulation rescues cognitive flexibility in early stressed subjects 2019 Amsterdam (DE-627)ELV002715015 volume:44 year:2018 pages:293-304 extent:12 https://doi.org/10.1016/j.jretconser.2018.07.018 Volltext GBV_USEFLAG_U GBV_ELV SYSFLAG_U SSG-OLC-PHA 44.90 Neurologie VZ AR 44 2018 293-304 12 |
| spelling |
10.1016/j.jretconser.2018.07.018 doi GBV00000000000681.pica (DE-627)ELV043752993 (ELSEVIER)S0969-6989(17)30773-7 DE-627 ger DE-627 rakwb eng 150 610 VZ 44.90 bkl Roy, Sanjit Kumar verfasserin aut Customer engagement behaviors: The role of service convenience, fairness and quality 2018transfer abstract 12 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). Customer engagement behavior Elsevier Customer helping behavior Elsevier Service fairness Elsevier Service convenience Elsevier Partial least squares path modelling Elsevier Word-of-mouth Elsevier Shekhar, Vaibhav oth Lassar, Walfried M. oth Chen, Tom oth Enthalten in Elsevier Science Banqueri, María ELSEVIER Photobiomodulation rescues cognitive flexibility in early stressed subjects 2019 Amsterdam (DE-627)ELV002715015 volume:44 year:2018 pages:293-304 extent:12 https://doi.org/10.1016/j.jretconser.2018.07.018 Volltext GBV_USEFLAG_U GBV_ELV SYSFLAG_U SSG-OLC-PHA 44.90 Neurologie VZ AR 44 2018 293-304 12 |
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10.1016/j.jretconser.2018.07.018 doi GBV00000000000681.pica (DE-627)ELV043752993 (ELSEVIER)S0969-6989(17)30773-7 DE-627 ger DE-627 rakwb eng 150 610 VZ 44.90 bkl Roy, Sanjit Kumar verfasserin aut Customer engagement behaviors: The role of service convenience, fairness and quality 2018transfer abstract 12 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). Customer engagement behavior Elsevier Customer helping behavior Elsevier Service fairness Elsevier Service convenience Elsevier Partial least squares path modelling Elsevier Word-of-mouth Elsevier Shekhar, Vaibhav oth Lassar, Walfried M. oth Chen, Tom oth Enthalten in Elsevier Science Banqueri, María ELSEVIER Photobiomodulation rescues cognitive flexibility in early stressed subjects 2019 Amsterdam (DE-627)ELV002715015 volume:44 year:2018 pages:293-304 extent:12 https://doi.org/10.1016/j.jretconser.2018.07.018 Volltext GBV_USEFLAG_U GBV_ELV SYSFLAG_U SSG-OLC-PHA 44.90 Neurologie VZ AR 44 2018 293-304 12 |
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10.1016/j.jretconser.2018.07.018 doi GBV00000000000681.pica (DE-627)ELV043752993 (ELSEVIER)S0969-6989(17)30773-7 DE-627 ger DE-627 rakwb eng 150 610 VZ 44.90 bkl Roy, Sanjit Kumar verfasserin aut Customer engagement behaviors: The role of service convenience, fairness and quality 2018transfer abstract 12 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). Customer engagement behavior Elsevier Customer helping behavior Elsevier Service fairness Elsevier Service convenience Elsevier Partial least squares path modelling Elsevier Word-of-mouth Elsevier Shekhar, Vaibhav oth Lassar, Walfried M. oth Chen, Tom oth Enthalten in Elsevier Science Banqueri, María ELSEVIER Photobiomodulation rescues cognitive flexibility in early stressed subjects 2019 Amsterdam (DE-627)ELV002715015 volume:44 year:2018 pages:293-304 extent:12 https://doi.org/10.1016/j.jretconser.2018.07.018 Volltext GBV_USEFLAG_U GBV_ELV SYSFLAG_U SSG-OLC-PHA 44.90 Neurologie VZ AR 44 2018 293-304 12 |
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10.1016/j.jretconser.2018.07.018 doi GBV00000000000681.pica (DE-627)ELV043752993 (ELSEVIER)S0969-6989(17)30773-7 DE-627 ger DE-627 rakwb eng 150 610 VZ 44.90 bkl Roy, Sanjit Kumar verfasserin aut Customer engagement behaviors: The role of service convenience, fairness and quality 2018transfer abstract 12 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). Customer engagement behavior Elsevier Customer helping behavior Elsevier Service fairness Elsevier Service convenience Elsevier Partial least squares path modelling Elsevier Word-of-mouth Elsevier Shekhar, Vaibhav oth Lassar, Walfried M. oth Chen, Tom oth Enthalten in Elsevier Science Banqueri, María ELSEVIER Photobiomodulation rescues cognitive flexibility in early stressed subjects 2019 Amsterdam (DE-627)ELV002715015 volume:44 year:2018 pages:293-304 extent:12 https://doi.org/10.1016/j.jretconser.2018.07.018 Volltext GBV_USEFLAG_U GBV_ELV SYSFLAG_U SSG-OLC-PHA 44.90 Neurologie VZ AR 44 2018 293-304 12 |
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Enthalten in Photobiomodulation rescues cognitive flexibility in early stressed subjects Amsterdam volume:44 year:2018 pages:293-304 extent:12 |
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Photobiomodulation rescues cognitive flexibility in early stressed subjects |
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Roy, Sanjit Kumar @@aut@@ Shekhar, Vaibhav @@oth@@ Lassar, Walfried M. @@oth@@ Chen, Tom @@oth@@ |
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The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. 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The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). |
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The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). |
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The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers). |
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