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Dive into the research topics where Chiara Orsingher is active.

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Featured researches published by Chiara Orsingher.


International Journal of Service Industry Management | 2003

Hierarchical representation of satisfactory consumer service experience

Chiara Orsingher; Gian Luca Marzocchi

What conceptual organization underlies evaluative judgments in the mind of consumers? Drawing from the theory of cognitive schemata and from means‐end theory, here we show that customer evaluations can be represented as a set of self‐relevant, interconnected and hierarchically organized elements. Elements of the hierarchy are components of a satisfactory service experience that range from concrete service attributes (such as staff kindness), to higher level benefits (such as the feeling of being looked after), to more abstract values (such as happiness). To construct a hierarchical map of components and explain overall satisfaction the laddering technique was applied to a sample of hotel customers. Results suggest that the links between concrete attributes, high‐level benefits, and values provide a better explanation of overall satisfaction than service attributes alone.


Journal of Service Research | 2013

THE ROLE OF METAPERCEPTION ON THE EFFECTIVENESS OF REFERRAL REWARD PROGRAMS

Jochen Wirtz; Chiara Orsingher; Patricia Chew; Siok Kuan Tambyah

It is generally believed that referral reward programs (RRPs) work because recommendations from friends or relatives are perceived as impartial and trustworthy in analogy to what happens with word-of-mouth recommendations. To understand how an incentivized recommendation affects recommendation behavior, we conducted qualitative interviews and two experiments. We show that recommendation behavior is driven by the givers perception (i.e., their metaperception) of how they will be viewed by the receivers. Metaperception, in turn, is affected negatively by the presence of an incentive, and positively affected by the tie strength between the giver and the receiver. Our findings show that RRPs can have a positive, neutral, and negative effect on recommendation behavior depending on the relative strengths of the negative indirect effect of incentive on recommendation behavior via metaperception, and the positive effect of the perceived attractiveness of the incentive on recommendation behavior.


Journal of Service Management | 2018

Customer experience challenges: bringing together digital, physical and social realms

Ruth N. Bolton; Janet R. McColl-Kennedy; Lilliemay Cheung; Andrew S. Gallan; Chiara Orsingher; Lars Witell; Mohamed Zaki

The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots).,Future customer experiences are conceptualized within a three-dimensional space – low to high digital density, low to high physical complexity and low to high social presence – yielding eight octants.,The conceptual framework identifies eight “dualities,” or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions.,A review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm.,This paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050.,This paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas.,The conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.


Service Industries Journal | 1998

An Empirical Study of Servqual's Dimensionality

Sylvie Llosa; Jean-Louis Chandon; Chiara Orsingher


Journal of the Academy of Marketing Science | 2010

A meta-analysis of satisfaction with complaint handling in services

Chiara Orsingher; Sara Valentini; Matteo De Angelis


Psychology & Marketing | 2011

Consumer (goal) satisfaction: A means‐ends chain approach

Chiara Orsingher; Gian Luca Marzocchi; Sara Valentini


The Quality Management Journal | 2006

Words, Words, Mere Words? An Analysis of Services Customers' Perception of Evaluative Concepts

Florence Dano; Sylvie Llosa; Chiara Orsingher


Archive | 2007

A Meta-Analysis of Satisfaction with Complaint Handling

Matteo De Angelis; Chiara Orsingher; Sara Valentini


Journal of Service Management | 2011

The La Londe Conference 2010

Kiane Goudarzi; Sylvie Llosa; Chiara Orsingher


Journal of Service Management | 2015

Crossing boundaries in service research: the La Londe Service Conference

Kiane Goudarzi; Sylvie Llosa; Chiara Orsingher

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Sylvie Llosa

Saint Petersburg State University

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Matteo De Angelis

Libera Università Internazionale degli Studi Sociali Guido Carli

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Florence Dano

Aix-Marseille University

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Jean-Louis Chandon

Université Paul Cézanne Aix-Marseille III

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Kiane Goudarzi

Saint Petersburg State University

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Kiane Goudarzi

Saint Petersburg State University

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Ruth N. Bolton

Arizona State University

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