Abstract: Previous research has confirmed that there is widespread customer dissatisfaction in the insurance industry, stemming from insurers' failure to satisfy customers' needs. Ignorance of customers' insurance needs... more
Abstract: Previous research has confirmed that there is widespread customer dissatisfaction in the insurance industry, stemming from insurers' failure to satisfy customers' needs. Ignorance of customers' insurance needs (inability to match customers perceptions with ...
Research Interests:
Purpose The purpose of this paper is to examine the effects of tourists’ perceptions of political and economic instability and risks of terrorism on their intentions to travel to countries associated with various risks.... more
Purpose The purpose of this paper is to examine the effects of tourists’ perceptions of political and economic instability and risks of terrorism on their intentions to travel to countries associated with various risks. Design/methodology/approach A total of 648 Greek, Israeli and Portuguese students completed a questionnaire focusing on their perceptions concerning factors that shape their travel decisions. Findings The findings showed that among tourists from Greece and Portugal, the experience of economic crisis and the salience of economic and political hardships mitigated their intentions to travel to destinations with similar problems. These factors had no effect on Israelis, who have not experienced such problems in their country. Frequent terrorist incidents diminished the intentions of Greek tourists to travel to destinations marked by terrorism, such as Israel. Thus, different factors affect tourists’ travel-related decisions in each of the three countries. Originality/val...
Research Interests:
Research Interests:
Drawing on the resource-based view of the firm, investigation on the effects of internal resources and capabilities (R&D and technology) on small and medium-sized enterprises (SMEs) innovation performance is attempted. Using... more
Drawing on the resource-based view of the firm, investigation on the effects of internal resources and capabilities (R&D and technology) on small and medium-sized enterprises (SMEs) innovation performance is attempted. Using primary (survey-based) and financial data from 405 Greek manufacturing SMEs, new evidence on the impact of R&D activities, IT and other determinants such as ERP, size and exports on innovation performance is provided. It is found that IT (in terms of knowledge to quality management programs) enhanced positively on firm innovation performance, while R&D activities have no impact on firm innovation performance. In addition, absorptive capacity on innovation, access to finance, patents and firm size induce positively firm's innovation performance. The novelty of this study is the introduction of a proxy of innovation measuring overall innovation performance (both product and process innovation), computerisation of firm operation using ERP systems and investments in acquisition of knowledge about quality management programs as proxies of IT.
Research Interests: Information Technology, Technological Innovation, Innovation and Creativity (Business), Small and Medium scale Enterprises, Applied Economics, and 5 moreERPs, Innovation Performance Metrics, Research development and Analysis, Innovation and Performance of Small Business Organisation, and Global Business Economics
The high level of out of pocket (OOP) payments constitutes a major concern for Greece and several other European and OECD countries as a result of the significant down turning of their public health finances due to the 2008 financial... more
The high level of out of pocket (OOP) payments constitutes a major concern for Greece and several other European and OECD countries as a result of the significant down turning of their public health finances due to the 2008 financial crisis. The basic objective of this study is to provide empirical evidence on the effect of combining social health insurance (SHI) and private health insurance (PHI) on OOP payments. Further, this study examines the catastrophic impact of OOP payments on insured's welfare using the incidence and intensity methodological approach of measuring catastrophic health care expenditures. Conducting a cross-sectional survey in Greece in 2013, we find that the combination of SHI-PHI has a strong negative influence on insured OOP payments for inpatient health care in private hospitals. Furthermore, our results indicate that SHI coverage is not sufficient by itself to manage with this issue. Moreover, we find that poor people present a greater tendency to incur catastrophic OOP expenditures for hospital health care in private providers. Drawing evidence from Greece, a country with huge fiscal problems that has suffered the consequences of the economic crisis more than any other, could be a starting point for policymakers to consider the perspective of SHI-PHI co-operation against OOP payments more seriously.
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—In an extremely changing " knowledge-based " environment for enterprises, the process of knowledge in enterprises is a significant mechanism enhancing absorptive capacity for innovation and performance.... more
—In an extremely changing " knowledge-based " environment for enterprises, the process of knowledge in enterprises is a significant mechanism enhancing absorptive capacity for innovation and performance. Enterprises' competitiveness depends on their ability to access information and create valuable knowledge. As knowledge management can be a determinant fostering innovation, successful enterprises give significant attention to the knowledge management systems (capturing, organizing and exploitation of knowledge). The aim of this paper is to present evidence about the role of knowledge management in innovation of enterprises.
Research Interests:
Research Interests:
The Greek state has reduced their funding on health as part of broader efforts to limit the large fiscal deficits and rising debt ratios to GDP. Benefits cuts and limitations of Social Health Insurance (SHI) reimbursements result in... more
The Greek state has reduced their funding on health as part of broader efforts to limit the large fiscal deficits and rising debt ratios to GDP. Benefits cuts and limitations of Social Health Insurance (SHI) reimbursements result in substantial Out of Pocket (OOP) payments in the Greek population. In this paper, we examine social health insurance's risk pooling mechanisms and the catastrophic impact that OOP payments may have on insured's income and well-being. Using data collected from a cross sectional survey in Greece, we find that the OOP payments for inpatient care in private hospitals have a positive relationship with SHI funding. Moreover, we show that the SHI funding is inadequate to total inpatient financing. We argue that the Greek health policy makers have to give serious consideration to the perspective of a SHI system which should be supplemented by the Private Health Insurance (PHI) sector.
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Research Interests:
ABSTRACT The Role of Corporate Image and Switching Barriers in the Service Evaluation Process: Evidence from the Mobile Telecommunications Industry Abstract Purpose – The purpose of this paper is to extend the service evaluation process... more
ABSTRACT The Role of Corporate Image and Switching Barriers in the Service Evaluation Process: Evidence from the Mobile Telecommunications Industry Abstract Purpose – The purpose of this paper is to extend the service evaluation process modelling framework by integrating corporate image and switching barriers and examining their roles as they all affect behavioral intentions of mobile telecommunication customers. Design/method/approach – Around one thousand mobile services’ customers were questioned using a structured questionnaire about the investigated concepts. To test the proposed hypotheses, a model was constructed and estimated using the method of partial least squares. Findings - Findings indicate that providing high service quality and creating superior value, through reasonable costs, can result in high customer satisfaction, enhanced corporate image, and either directly or indirectly, with the help of switching barriers, in favourable customers’ behavioural intentions. However, given the price-competitive structure of the industry under investigation, customers’ loyalty decisions are mainly based on rational criteria, since the value of and satisfaction from delivered services are far more important decision criteria, than corporate image and switching barriers. Practical Implications – The outcomes suggests that marketers, in their effort to develop more customer-oriented marketing plans, should consider both the pool-in factors, reflecting the value of the provided services, customer satisfaction and corporate image, and the interactions among them, as well as the push-back factors, reflecting switching barriers, as they all impact on customers’ behavioral intentions. Research Limitations – The research was limited to one service setting and the proposed model should be cross-validated in other service settings before the relationships among its components are fully clarified. Also the use of cross-section design reduces inference ability regarding temporal changes in research constructs. Originality/Value – This paper contributes in adding to the body of the existing knowledge by considering both corporate image and switching barriers, along with service evaluation constructs, as antecedents of consumer’s intentions determination, resulting in a model that has not investigated so far.
Research Interests:
Research Interests:
Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the... more
Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the study aims to investigate the impact of service fairness on relationship quality as a complementary to service quality driver, and the direct and indirect effect of service fairness on customer loyalty in the presence of service quality and relationship quality in a no failure/recovery effort service context. Design/methodology/approach – A telephone survey of a random sample of 408 customers of auto repair and maintenance services was implemented using a structured questionnaire with established scales. Data were analyzed with partial least squares path methodology, a structural equation modeling methodology. Findings – Interactional fairness is the most important formative determinant of customers’ overall fairness perception, followed by procedur...
Research Interests:
Research Interests:
The purpose of this study is to investigate the drivers of both technological and non-technological innovation on evidence from a sample of manufacturing SMEs in the region of Crete (Greece) during a period of economic turbulence. Using... more
The purpose of this study is to investigate the drivers of both technological and non-technological innovation on evidence from a sample of manufacturing SMEs in the region of Crete (Greece) during a period of economic turbulence. Using probit models the drivers of innovation, both technological and non-technological, are examined. The empirical results of the study indicate that SMEs' innovation activity is driven primarily by firm-specific features such as marketing, financial performance, exporting activity and R&D. The contribution of this study rests on the investigation of determinants for both technological and no-technological innovation in contrast to the majority of published research that focuses primarily on technological innovation. In addition, to the extent that innovation is unanimously,
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Purpose – The purpose of this paper is to extend the well-established nomological network of service quality - relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically,... more
Purpose – The purpose of this paper is to extend the well-established nomological network of service quality - relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the study aims to investigate the impact of service fairness on relationship quality as a complementary to service quality driver, and the direct and indirect effect of service fairness on customer loyalty in the presence of service quality and relationship quality in a no failure/recovery effort service context.
Design/methodology/approach – A telephone survey of a random sample of 408 customers of auto repair and maintenance services was implemented using a structured questionnaire with established scales. Data were analyzed with partial least squares path methodology, a structural equation modeling methodology.
Findings – Interactional fairness is the most important formative determinant of customers’ overall fairness perception, followed by procedural and distributive fairness. Relationship quality measured as a higher order construct, made of satisfaction; trust; affective and calculative commitment, is the main determinant of customer loyalty. Also, it partially mediates, along with service quality, the relationship between service fairness and customer loyalty and fully mediates the effect of service quality on customer loyalty. Finally, service fairness has the highest overall effect on customer loyalty.
Research limitations/implications – The sample is industry-specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect temporal changes.
Practical implications – Interactional fairness is of utmost importance to customers of the investigated industry. So, customers should be fairly treated at every point of contact. Also, service quality is heavily affected by service fairness. Thus, fair service leads to high-perceived service quality. Third, service quality affects customer loyalty only through relationship quality. Only when service quality is coupled by long-term quality relationships, signs of customer loyalty appear. Finally, service fairness influences customer loyalty mainly through service and relationship quality and has the highest overall effect on customer loyalty. So, fairly treating customers is crucial for developing long-term relationships that lead to customer loyalty.
Originality/value – The role of service fairness in the service quality-relationship quality-customer loyalty chain is investigated and using a higher order construct for relationship quality.
Design/methodology/approach – A telephone survey of a random sample of 408 customers of auto repair and maintenance services was implemented using a structured questionnaire with established scales. Data were analyzed with partial least squares path methodology, a structural equation modeling methodology.
Findings – Interactional fairness is the most important formative determinant of customers’ overall fairness perception, followed by procedural and distributive fairness. Relationship quality measured as a higher order construct, made of satisfaction; trust; affective and calculative commitment, is the main determinant of customer loyalty. Also, it partially mediates, along with service quality, the relationship between service fairness and customer loyalty and fully mediates the effect of service quality on customer loyalty. Finally, service fairness has the highest overall effect on customer loyalty.
Research limitations/implications – The sample is industry-specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect temporal changes.
Practical implications – Interactional fairness is of utmost importance to customers of the investigated industry. So, customers should be fairly treated at every point of contact. Also, service quality is heavily affected by service fairness. Thus, fair service leads to high-perceived service quality. Third, service quality affects customer loyalty only through relationship quality. Only when service quality is coupled by long-term quality relationships, signs of customer loyalty appear. Finally, service fairness influences customer loyalty mainly through service and relationship quality and has the highest overall effect on customer loyalty. So, fairly treating customers is crucial for developing long-term relationships that lead to customer loyalty.
Originality/value – The role of service fairness in the service quality-relationship quality-customer loyalty chain is investigated and using a higher order construct for relationship quality.
Research Interests:
Small and medium enterprises (SMEs) are considered as the backbone of economic development worldwide. The market globalization as well as the introduction and improvement of technology led enterprises to facing many constraints due to... more
Small and medium enterprises (SMEs) are considered as the backbone of economic development worldwide. The market globalization as well as the introduction and improvement of technology led enterprises to facing many constraints due to lack of resources and innovative competencies. In that context, internal resources and capabilities seem to be vital factors in firm's competitive position among others. Purpose This study aims to examine the determinants of firm-level innovation on evidence from Greek manufacturing small and medium enterprises (SMEs). The study, drawing on the resource-based view of the firm, attempts to investigate the intergraded and individual effects of internal resources and capabilities (R&D and technology issues) on firm innovation. Design/methodology/approach The research investigates the integrated and individual effects of R&D and technology on firm innovation performance on a combination of quantitative and qualitative evidence. A survey based methodolo...
Purpose The purpose of this study is to better predict customers’ behavioral intentions by developing and empirically testing an integrative conceptual framework that allows us to investigate the mediating role of corporate image and... more
Purpose
The purpose of this study is to better predict customers’ behavioral intentions by developing and empirically testing an integrative conceptual framework that allows us to investigate the mediating role of corporate image and switching barriers in the interrelationships among service evaluation constructs (i.e. service quality, perceived value and customer satisfaction) and customers’ future intentions. These relationships are explored in the mobile telecommunications service context.
Design/methodology/approach
Around one thousand customers of mobile telecommunication services were questioned using a structured questionnaire. To test the proposed hypotheses, a model was constructed and estimated using the method of partial least squares path methodology.
Findings
Findings indicate that the provision of high service quality and the creation of superior value, through the development of reasonable costs, can result in high customer satisfaction; enhanced corporate image, and either directly or indirectly through switching barriers, in customers’ favorable behavioral intentions. However, given the price-competitive structure of the industry under investigation, customers’ loyalty decisions are mainly based on service-related criteria. The value of and satisfaction from delivered services are far more important decision criteria, than image and switching barriers.
Research limitations/implications
This study was limited to one service setting and the proposed model should be cross-validated in other service contexts before the relationships among its components are fully clarified. Also the use of cross-section design reduces inference ability regarding temporal changes in research constructs.
Practical implications
Results suggest that marketers, in their effort to develop more customer-oriented marketing plans in mature markets, should consider both the pool-in factors, reflecting the value of the provided services; customer satisfaction, and corporate image, and the interactions among them as well as with the push-back factors, reflecting switching barriers, as they all impact on customers’ behavioral intentions.
Originality/value
This paper contributes to the body of existing knowledge by considering both corporate image and switching barriers, along with other service evaluation constructs, as antecedents of consumers’ behavioral intentions. The interrelationships among switching barriers, service evaluation and corporate image has not been adequately addressed in the existing literature.
The purpose of this study is to better predict customers’ behavioral intentions by developing and empirically testing an integrative conceptual framework that allows us to investigate the mediating role of corporate image and switching barriers in the interrelationships among service evaluation constructs (i.e. service quality, perceived value and customer satisfaction) and customers’ future intentions. These relationships are explored in the mobile telecommunications service context.
Design/methodology/approach
Around one thousand customers of mobile telecommunication services were questioned using a structured questionnaire. To test the proposed hypotheses, a model was constructed and estimated using the method of partial least squares path methodology.
Findings
Findings indicate that the provision of high service quality and the creation of superior value, through the development of reasonable costs, can result in high customer satisfaction; enhanced corporate image, and either directly or indirectly through switching barriers, in customers’ favorable behavioral intentions. However, given the price-competitive structure of the industry under investigation, customers’ loyalty decisions are mainly based on service-related criteria. The value of and satisfaction from delivered services are far more important decision criteria, than image and switching barriers.
Research limitations/implications
This study was limited to one service setting and the proposed model should be cross-validated in other service contexts before the relationships among its components are fully clarified. Also the use of cross-section design reduces inference ability regarding temporal changes in research constructs.
Practical implications
Results suggest that marketers, in their effort to develop more customer-oriented marketing plans in mature markets, should consider both the pool-in factors, reflecting the value of the provided services; customer satisfaction, and corporate image, and the interactions among them as well as with the push-back factors, reflecting switching barriers, as they all impact on customers’ behavioral intentions.
Originality/value
This paper contributes to the body of existing knowledge by considering both corporate image and switching barriers, along with other service evaluation constructs, as antecedents of consumers’ behavioral intentions. The interrelationships among switching barriers, service evaluation and corporate image has not been adequately addressed in the existing literature.
Research Interests:
Logistics services quality (LSQ) is currently considered as a differentiation factor enhancing companies’ competitive advantage. Nevertheless, there is neither consensus about its dimensions, or on how they affect customer satisfaction... more
Logistics services quality (LSQ) is currently considered as a differentiation factor enhancing companies’ competitive advantage. Nevertheless, there is neither consensus about its dimensions, or on how they affect customer satisfaction and loyalty in the business relations context. The present paper aims at identifying the main dimensions of logistics service quality and analyzing their effects on supplier’s performance in terms of customer satisfaction and loyalty. The proposed structural equations model is tested empirically in a sample of 213 manufacturing companies in Greece. The results show that: 1) business customers’ appraisal of their supplier’s physical distribution quality is based on its technical/outcome and functional/process elements and that technical/outcome quality is further affected by functional/process quality, 2) both LSQ dimensions have a positive impact on customer satisfaction with technical/outcome quality being the main driver followed by functional/proce...
Defined as the “opportunistic pursuit of economic wealth …… within an uncertain environment …”(Hwee-Nga and Shamuganathan, 2010, p. 259), entrepreneurship is long considered as a majordriver of economic growth and social development,... more
Defined as the “opportunistic pursuit of economic wealth …… within an uncertain environment …”(Hwee-Nga and Shamuganathan, 2010, p. 259), entrepreneurship is long considered as a majordriver of economic growth and social development, capable of providing millions of jobs, newgoods and services, introducing innovation and creating new knowledge (Carree and Thurik,2010; Minniti and Levesque, 2010; Fairlie and Holleran, 2011). In the current era of globalfinancial meltdown, entrepreneurship is seen by world leaders as capable of providing adeadlock outlet (Alibaygi and Pouya, 2011). Even though the crisis itself was initially triggeredby relentless entrepreneurship, entrepreneurial activity and spirit is considered capable ofproviding the means for combating the spiral effects of fiscal shocks on employment andwages, ongoing downsizing and recession. Principal ideas underlying the concept of entrepreneurship are: “new entry” and/or “newvalue creation” (Wiklund and Shepherd, 2008; Slevi...
Cosmopolitanisation as defined by Ulrich Beck (Beck 2006) is a change process that goes beyond globalisation. Cosmopolitanisation happens in the global society changing how people think and act, social structures, power and influence,... more
Cosmopolitanisation as defined by Ulrich Beck (Beck 2006) is a change process that goes beyond globalisation. Cosmopolitanisation happens in the global society changing how people think and act, social structures, power and influence, concepts of nationality and national state.
Considering the fundamental role played by small and medium enterprises (SMEs) and especially from agricultural sector in the Greek economy and the considerable attention placed on factors associated with firms' effectiveness. The purpose... more
Considering the fundamental role played by small and medium enterprises (SMEs) and especially from agricultural sector in the Greek economy and the considerable attention placed on factors associated with firms' effectiveness. The purpose of this study is to investigate the performance level of Greek agricultural firms during a period of economic turbulence on evidence from Greek agricultural firms and comparing with the period before the eruption of financial crisis. Little research has been carried out related to efficiency of agricultural firms especially for all regions (Floros et al., 2014). This empirical research using a sample data of 251 Greek agricultural SMEs, covering the time period of 2004-2011, measures the firm level technical efficiency of firms with the use of DEA analysis. The analysis classified firms according to their size into micro, small and medium. In addition, using DEA analysis it is attempted to rate the regions of Greece based on their firm efficiency. Further, financial ratios such as ROA, Market Share, Leverage, Liquidity, DEA scores, Fixed Assets/total Assets, Total sales/total assets, % Change in Sales are used in order to examine the financial performance of firms during pre-crisis period and post-crisis period. The results indicating that very small (micro) agricultural firms are more efficient during 2004-2011. In addition, it seems that Greek agricultural firms are less profitable and competitive in the post-crisis period, while they face lack of liquidity because of the economic turbulence of the country. Moreover, the eruption of financial crisis has impact on firm-level efficiency of Greek agricultural SMEs.
Research Interests:
This study examines overall satisfaction effects on individual loyalty dimensions and causal relationships between the latter. Between the statistically significant effect estimates of satisfaction on loyalty dimensions the strongest was... more
This study examines overall satisfaction effects on individual loyalty dimensions and causal relationships between the latter. Between the statistically significant effect estimates of satisfaction on loyalty dimensions the strongest was the one on ‘word-of-mouth’ followed by that on ‘retention intentions’. The direct effect on ‘business extension intentions’ was statistically insignificant. Indirect effects on ‘retention intentions’ and ‘business extension intentions’, via ‘word-of-mouth’ were three-fold and four-fold stronger than the direct ones respectively. The causality of relationships between loyalty dimensions was found to run along the path: ‘word-of-mouth’ → ‘retention intentions’ → ‘business extension intentions’. Previous findings indicating that service loyalty dimensions are interrelated and the causality runs from ‘affectionate’ to ‘continuance’ loyalty are supported. It is confirmed that ‘word-of-mouth’ communication enhances the communicators’ own loyalty. Customer satisfaction campaigns, in services industries, would yield more if primarily targeted at enhancing customers’ ‘affectionate’ rather than ‘continuance’ commitment.
Research Interests:
This study aims at identifying the main dimensions of logistics service quality (LSQ) and analysing their effects on satisfaction and loyalty in B2B settings. For this purpose an integrative structural model of logistics service... more
This study aims at identifying the main dimensions of logistics service quality (LSQ) and analysing their effects on satisfaction and loyalty in B2B settings. For this purpose an integrative structural model of logistics service performance impact on satisfaction and loyalty is proposed and tested in a self-built logistics setting. On evidence drawn, through a dedicated research instrument, from 213 companies in Greece, the effects of outcome and process elements of LSQ on satisfaction and loyalty are assessed. Results show that customers’ perception about their suppliers’ LSQ level is shaped by both outcome and process elements while outcome quality is further affected by process quality. Both dimensions impact satisfaction with outcome quality being the main driver. LSQ dimensions and satisfaction directly affect loyalty. Satisfaction’s hypothesised enhancing role on the association between LSQ dimensions and loyalty is confirmed. Finally, several implications of the findings are discussed and further research directions are provided.
Research Interests:
Research Interests:
The twin objective of this study was to expose perceived entrepreneurial personality traits and examine their interrelationships with the reported own personality traits of respondents. The study drew evidence from a population of... more
The twin objective of this study was to expose perceived entrepreneurial personality traits and examine their interrelationships with the reported own personality traits of respondents. The study drew evidence from a population of business students in Greece and was undertaken under the lights of respondents’ gender and culture. A quantitative survey methodology was adopted for the empirical part while the findings’ implications were derived through theoretic triangulation. Support is offered to the notion of similarities across cultures in entrepreneurial personality characteristics on the grounds of common entrepreneurial challenges. Personality elements such as risk-taking propensity and ambiguity tolerance are not present in perceptions of entrepreneurial personality. Findings confirm that entrepreneurial personality perceptions of males and females do not differ but the idea of business in general and entrepreneurship in particular being a ‘man’s world’ is strongly challenged. Students of both sexes appeared to have low entrepreneurial propensity and not identify themselves with perceived entrepreneurial personality. Entrepreneurial propensity was found to be culturally influenced.
Research Interests:
Research Interests:
This study examines overall satisfaction effects on individual loyalty dimensions and causal relationships between the latter. Between the statistically significant effect estimates of satisfaction on loyalty dimensions the strongest was... more
This study examines overall satisfaction effects on individual loyalty dimensions and causal relationships between the latter. Between the statistically significant effect estimates of satisfaction on loyalty dimensions the strongest was the one on “word-of-mouth” followed by that on “retention intentions”. The direct effect on “business extension intentions” was statistically insignificant. Indirect effects on “retention intentions” and “business extension intentions”, via “word-of-mouth” were threefold and fourfold stronger than the direct ones respectively. The causality of relationships between loyalty dimensions was found to run along the path: “word-of-mouth” “retention intentions” “business extension intentions”.
Previous findings indicating that service loyalty dimensions are interrelated and the causality runs from “affectionate” to “continuance” loyalty are supported. It is confirmed that “word-of-mouth” communication enhances the communicators’ own loyalty. Customer satisfaction campaigns, in services industries, would yield more if primarily targeted at enhancing customers’ “affectionate” rather than “continuance” commitment.
Previous findings indicating that service loyalty dimensions are interrelated and the causality runs from “affectionate” to “continuance” loyalty are supported. It is confirmed that “word-of-mouth” communication enhances the communicators’ own loyalty. Customer satisfaction campaigns, in services industries, would yield more if primarily targeted at enhancing customers’ “affectionate” rather than “continuance” commitment.
Research Interests:
1st EuroMed Conference Book Proceedings, EuroMed Academy of Business 750 CAN SERVICES MARKETS BE SEGMENTED ON THE BASIS OF CULTURE? Evangelos Tsoukatos Department of Finance and Insurance, TEI of Crete PO Box 128, 72100, Agios Nikolaos,... more
1st EuroMed Conference Book Proceedings, EuroMed Academy of Business 750 CAN SERVICES MARKETS BE SEGMENTED ON THE BASIS OF CULTURE? Evangelos Tsoukatos Department of Finance and Insurance, TEI of Crete PO Box 128, 72100, Agios Nikolaos, Crete, ...
Research Interests:
Purpose – The purpose of this study is to build a retail-banking specific quality scale and, through its examination and comparison with the SERVQUAL and BSQ metrics that are currently used in banking, to deepen understanding of quality... more
Purpose – The purpose of this study is to build a retail-banking specific quality scale and, through its examination and comparison with the SERVQUAL and BSQ metrics that are currently used in banking, to deepen understanding of quality determinants in the industry. Furthermore, the study is set to provide additional input to the debate over generic against setting/industry/time-specific quality metrics.
Design/methodology/approach – The study is implemented through a two-stage process of literature review and empirical survey. Evidence drawn from Greek retail banking, through a specially designed research tool, is analyzed through reliability, factorial and regression analysis to determine the scale's item and factorial structure and assess its reliability and validity.
Findings – The BANQUAL-R metric is introduced, with key elements assurance/empathy, effectiveness, reliability and confidence, a combination of SERVQUAL and BSQ dimensions. Findings back the setting-specific approach of service quality and the notion that SERVQUAL provides the skeleton on which setting-specific scales should be built.
Practical implications – Bank managers are provided with a reliable and valid metric of service quality in retail banking. Its dimensionality implies that under credit-crunch conditions service delivery should be directed towards reinstating customers' trust and confidence that are put in danger. Banks should redirect resources from tangibles to the human contact-related service elements.
Originality/value – Although the subject of “service quality measurement” is extensively researched, the continuously changing marketing environment calls for an ongoing assessment of quality factors. With respect to its academic value, the study accumulates knowledge that will eventually outgrow the boundaries of academia and pervade management.
Design/methodology/approach – The study is implemented through a two-stage process of literature review and empirical survey. Evidence drawn from Greek retail banking, through a specially designed research tool, is analyzed through reliability, factorial and regression analysis to determine the scale's item and factorial structure and assess its reliability and validity.
Findings – The BANQUAL-R metric is introduced, with key elements assurance/empathy, effectiveness, reliability and confidence, a combination of SERVQUAL and BSQ dimensions. Findings back the setting-specific approach of service quality and the notion that SERVQUAL provides the skeleton on which setting-specific scales should be built.
Practical implications – Bank managers are provided with a reliable and valid metric of service quality in retail banking. Its dimensionality implies that under credit-crunch conditions service delivery should be directed towards reinstating customers' trust and confidence that are put in danger. Banks should redirect resources from tangibles to the human contact-related service elements.
Originality/value – Although the subject of “service quality measurement” is extensively researched, the continuously changing marketing environment calls for an ongoing assessment of quality factors. With respect to its academic value, the study accumulates knowledge that will eventually outgrow the boundaries of academia and pervade management.
Research Interests:
This study aims at presenting the current state of knowledge on the impact of culture to service quality perceptions/expectations and shed light on issues that need to be further researched. Existing studies on the interactions between... more
This study aims at presenting the current state of knowledge on the impact of culture to service quality perceptions/expectations and shed light on issues that need to be further researched. Existing studies on the interactions between culture and service quality are thoroughly reviewed, different perspectives of studying these interactions are discussed and future research challenges are pointed out. This study’s approach and conclusions are of both managerial and academic value.
Keywords: Culture, Service Quality, SERVQUAL, Culture Typologies
Keywords: Culture, Service Quality, SERVQUAL, Culture Typologies
Research Interests:
Purpose – The purpose of this research is to examine the effect of culture on service quality and customer satisfaction. Design/methodology/approach – By extending GIQUAL, an instrument developed for measuring service quality in... more
Purpose – The purpose of this research is to examine the effect of culture on service quality and customer satisfaction.
Design/methodology/approach – By extending GIQUAL, an instrument developed for measuring service quality in Greek Insurance, to measure the culture of individuals, hypotheses on all 25 possible relationships between the dimensions of culture and of service quality are determined and tested. The relationships between the dimensions of service quality and customer satisfaction, in the light of culture, are further examined.
Findings – Of the 25 hypothesized relationships between the dimensions of culture and of service quality, 23 are confirmed and the remaining two are directionally supported. The hypothesized importance of the service quality dimensions is also confirmed. However, the expected association between the importance of quality dimensions and the strength of their relationships with customer satisfaction is only directionally supported. Although the typology of Hofstede is used in the study, a culture different from the one specified for Greece by Hofstede's scores is exposed.
Research limitations/implications – The main limitations of this study are first, that it is based on a single service industry and secondly, that convenience sampling is used. However, its methodology and conclusions provide a solid basis for future research.
Practical implications – Insight on using culture for directing resources where quality investments are needed most is provided to managers. Although weak, the directional support for the hypothesized effect of the importance of quality dimensions on their relationships with customer satisfaction enhances the value of the findings. Different sub-cultures that may be found in varying market segments can be used for determining quality investment priorities.
Originality/value – This study explores the effects of culture on service quality and customer satisfaction drawing evidence from Greek Insurance.
Design/methodology/approach – By extending GIQUAL, an instrument developed for measuring service quality in Greek Insurance, to measure the culture of individuals, hypotheses on all 25 possible relationships between the dimensions of culture and of service quality are determined and tested. The relationships between the dimensions of service quality and customer satisfaction, in the light of culture, are further examined.
Findings – Of the 25 hypothesized relationships between the dimensions of culture and of service quality, 23 are confirmed and the remaining two are directionally supported. The hypothesized importance of the service quality dimensions is also confirmed. However, the expected association between the importance of quality dimensions and the strength of their relationships with customer satisfaction is only directionally supported. Although the typology of Hofstede is used in the study, a culture different from the one specified for Greece by Hofstede's scores is exposed.
Research limitations/implications – The main limitations of this study are first, that it is based on a single service industry and secondly, that convenience sampling is used. However, its methodology and conclusions provide a solid basis for future research.
Practical implications – Insight on using culture for directing resources where quality investments are needed most is provided to managers. Although weak, the directional support for the hypothesized effect of the importance of quality dimensions on their relationships with customer satisfaction enhances the value of the findings. Different sub-cultures that may be found in varying market segments can be used for determining quality investment priorities.
Originality/value – This study explores the effects of culture on service quality and customer satisfaction drawing evidence from Greek Insurance.
Research Interests:
This study contributes to the setting/industry specific metrics vs. the SERVQUAL metric debate. It also revisits the causality of relationships between customer loyalty dimensions and the effects of customer satisfaction on the latter.... more
This study contributes to the setting/industry specific metrics vs. the SERVQUAL metric debate. It also revisits the causality of relationships between customer loyalty dimensions and the effects of customer satisfaction on the latter. Evidence drawn from Greek banking, was analyzed under a structural equations approach
Though generic, SERVQUAL was found to outperform all other metrics in terms of both grasping the particularities of the research setting and reflecting service quality’s effects. The banking specific BANQUAL-R and BSQ metrics failed in all above respects. SERVQUAL is capable of providing reliable service quality measurement in banking. Proposed industry specific metrics should be used with extreme caution.
Customer Satisfaction’s effects among Loyalty’s dimensions were found unequal. The causality of relationships between Loyalty dimensions runs from Word-of-Mouth to Business Extension passing through Business Retention. Customer satisfaction campaigns should better be targeted at attitudinal rather than behavioural loyalty.
Keywords: Service Quality, Customer Loyalty, Banking, SERVQUAL, BSQ, BANQUAL-R, PAKSERV, Greece
Though generic, SERVQUAL was found to outperform all other metrics in terms of both grasping the particularities of the research setting and reflecting service quality’s effects. The banking specific BANQUAL-R and BSQ metrics failed in all above respects. SERVQUAL is capable of providing reliable service quality measurement in banking. Proposed industry specific metrics should be used with extreme caution.
Customer Satisfaction’s effects among Loyalty’s dimensions were found unequal. The causality of relationships between Loyalty dimensions runs from Word-of-Mouth to Business Extension passing through Business Retention. Customer satisfaction campaigns should better be targeted at attitudinal rather than behavioural loyalty.
Keywords: Service Quality, Customer Loyalty, Banking, SERVQUAL, BSQ, BANQUAL-R, PAKSERV, Greece
Research Interests:
In view of the prolonged financial meltdown and the resulting clash of socio-economic interests, both between nations and within societies, unforeseen challenges have to be met by contemporary managers. The current organizational,... more
In view of the prolonged financial meltdown and the resulting clash of socio-economic interests, both between nations and within societies, unforeseen challenges have to be met by contemporary managers. The current organizational, financial, political and social situation calls for innovative, out-of-the-box solutions, while also presenting a unique “opportunity” for management scholars, practitioners and policy makers to work out and bring forward creative and imaginative, as well as realistic, responses to problems.
Appealing to scholars, students, researchers and practitioners, and covering a wide spectrum of organizational types and institutions, this book provides scientific evidence, direction and insight on issues associated with confronting challenges related to the contemporary socio-economic scenario.
In this respect, the book presents conceptual and empirical research, putting forward a wide range of paradigms and ideas transcending conventional theory, on finding innovative solutions to contemporary business and managerial challenges. It brings forward contemporary theoretical underpinnings across an array of sectors and organizational structures, while also presenting their practical implementations.
Appealing to scholars, students, researchers and practitioners, and covering a wide spectrum of organizational types and institutions, this book provides scientific evidence, direction and insight on issues associated with confronting challenges related to the contemporary socio-economic scenario.
In this respect, the book presents conceptual and empirical research, putting forward a wide range of paradigms and ideas transcending conventional theory, on finding innovative solutions to contemporary business and managerial challenges. It brings forward contemporary theoretical underpinnings across an array of sectors and organizational structures, while also presenting their practical implementations.
Research Interests:
Research Interests:
Vrontis, D., Weber, Y., Tsoukatos, E. and Maizza, A. (2015), Contemporary Trends and Perspectives in Wine and Agrifood Management, Cyprus: EuroMed Press (ISBN: 978-9963-711-30-7).