Alison E. Lloyd

Interaction behaviors leading to comfort in the service encounter

Purpose – This study seeks to investigate the service interaction behaviors that elicit a sense of comfort for the customer in the service encounter, and to investigate the mediating role of comfort on assessments of quality, customer satisfaction and positive word‐of‐mouth in two industries.Design/methodology/approach – In‐depth interviews were used to create an initial list of interaction behaviors displayed by service employees in an encounter. A quantitative study was then used to collect data to empirically examine the relationship between the constructs of interest.Findings – Two key groups of interaction behavior are identified and contain specific behaviors that create a sense of overall comfort for the customer. Overall comfort positively impacts both overall quality and customer satisfaction, and this ultimately leads to positive word‐of‐mouth.Research limitations/implications – The research focuses on two industries only: fashion apparel retailing and casual dining restaurants. Future research ...

The Devil Wears Prada or Zara: A Revelation into Customer Perceived Value of Luxury and Mass Fashion Brands*

Abstract

Time buying and time saving: effects on service convenience and the shopping experience at the mall

Purpose – The domain of service convenience remains relatively unexplored. However, as time pervades all aspects of consumption, the value placed on time is likely to influence the importance of convenience. Prior studies call for the investigation of convenience beyond the store context; and malls being a one-stop shopping destination, present an ideal environment for investigation. Design/methodology/approach – A conceptual model delineating the relationships between service convenience, shopping trip value, customer satisfaction and several retail outcomes is developed. This model is empirically tested using survey data collected from 619 mall shoppers; and analyzed using structural equation modelling. Findings – For shoppers who place high economic value on time, the effects of service convenience are greater on hedonic value. Conversely, those who place low economic value on time, effects of service convenience are greater on utilitarian value. Effects of shopping value on retail outcomes also vary a...