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Tuesday, April 23, 2013
Saturday, November 17, 2012
EXQ: a multiple-item scale for assessing service experience - one of the most downloaded papers in 2012
Thank you for your support in making this happen, and please download a free copy of our paper, if you haven't done so already.
Celebrating the impact you made
As a Journal of Service Management
(JOSM) author from the past four years, we’d like to thank you for
contributing to the ongoing success of the journal. The latest Journal
Citation Report release saw JOSM receive an Impact Factor of 1.218.
See below to discover if you were one of the authors who made the biggest impact.
The following papers received the highest number of citations which contributed to Journal of Service Management’s Impact Factor success. Daniel Kindström and Christian Kowalkowski Development of industrial service offerings: a process framework Henning Droege, Dagmar Hildebrand and Miguel A. Heras Forcada Innovation in services: present findings, and future pathways Anna Fyrberg and Rein Jüriado What about interaction?: Networks and brands as integrators within service-dominant logic Stefan Michel, David Bowen and Robert Johnston Why service recovery fails: Tensions among customer, employee, and process perspectives Heiko Gebauer, Thomas Fischer and Elgar Fleisch Exploring the interrelationship among patterns of service strategy changes and organizational design elements
The following papers, published this year, are capturing the attention of you and your colleagues as evidenced by high download statistics. Sejin Ha and Leslie Stoel Online apparel retailing: roles of e-shopping quality and experiential e-shopping motives Cheng Wang, Jennifer Harris and Paul G. Patterson Customer choice of self-service technology: the roles of situational influences and past experience Young Ha and Hyunjoo Im Role of web site design quality in satisfaction and word of mouth generation Philipp “Phil” Klaus and Stan Maklan EXQ: a multiple-item scale for assessing service experience Heiko Gebauer, Guang-Jie Ren, Aku Valtakoski and Javier Reynoso Service-driven manufacturing: Provision, evolution and financial impact of services in industrial firms |
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Tuesday, October 23, 2012
Exploring and Defining the Online Customer Experience (OCSE) and its influence on consumer behavior
The concept of online customer service experience (OCSE) has recently
received great interest from academia and businesses alike. Despite the
belief that providing superb online experiences will influence
customers’ online buying behavior, most of the research focuses solely
on the controllable factors of the online experience. Based on empirical findings, my study develops an Online Customer Experience framework (OCSE). OCSE extends and expands existing research
on the influence of the online customer service experience on customer behavior. In particular, the study
identifies that the individual importance of the OCSE factors differ depending on which stage of the
experience, namely prior to, during, or after the transaction the
customer is in. Moreover, the study reveals the presence of one
previously unexplored key component of the online customer service
experience: social presence.
This, of course, has significant implications for how to manage customers online in order to increase loyalty, purchasing behavior, positive recommendations and an increase in share-of-category/share of wallet. Implications on how companies can take advantage of this opportunities are knowledge are discussed in detail.
Read about all the implications in the free version of the article, which is now available for download HERE.
We encourage you to leave your comments and get in touch with us and are looking forward to your feedback.
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