Michel Rod

An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction

Purpose – The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context.Design/methodology/approach – Internet banking service customers of a national bank in New Zealand completed a self‐administered questionnaire. Data obtained from the customers were analysed using the SEM‐based partial least squares (PLS) methodology.Findings – The results show significant relationships among online customer service quality, online information system quality, banking service product quality, overall internet banking service quality and customer satisfaction.Originality/value – Little attention has been given in the literature to understanding the service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. By expanding previous research in internet banking service quality...

The Effect of Management Commitment to Service Quality on Frontline Employees' Job Attitudes, Turnover Intentions and Service Recovery Performance in a New Public Management Context

We present and test a model of behavioural job outcomes grounded in Bagozzis (1992) reformulation of attitude theory in the important and novel context of a former public sector government department that has undergone corporatisation. Frontline employees (FLEs) completed a self‐administered questionnaire on how factors characterising management commitment to service quality (MCSQ) affect their job satisfaction and organisational commitment, and how these job attitudes impact service recovery performance and turnover intentions. Data obtained from the FLEs were analysed using the SEM‐based Partial Least Squares (PLS) methodology. Results suggest there is a significant influence of MCSQ on job attitudes, which in turn influence service recovery performance and turnover intentions. Implications of the results and further research directions are discussed.

Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees

Purpose – This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service recovery performance.Design/methodology/approach – In this study, call centre FLEs completed a self‐administered online survey questionnaire on role stressors, emotional exhaustion, depersonalisation, job resourcefulness and service recovery performance. Data were analyzed using structural equations modelling (SEM) by means of LISREL 8.53.Findings – The results show that job resourcefulness buffers both the dysfunctional effects of role stressors on symptoms of burnout and the effects of role stressors on FLE servic...

Symptoms of burnout and service recovery performance

Purpose – This study aims to expand on previous research on the antecedents and outcomes of burnout, and to examine the role of job resourcefulness as a situational personality trait with the capacity to ameliorate burnout. Using data from Call Center frontline employees (FLEs) in a New Zealand banking context, the paper seeks to investigate the direct influence of job resourcefulness in a model examining the antecedents and outcomes of burnout.Design/methodology/approach – Call Center FLEs completed a self‐administered questionnaire on job demands, job resources, burnout symptoms, job resourcefulness and service recovery performance. Data obtained from the FLEs were analyzed using the SEM‐based Partial Least Squares (PLS) methodology.Findings – Eight of the 14 advanced hypotheses were supported and the results suggest that job resourcefulness plays a significant role in burnout and in influencing Call Center FLE service recovery performance.Research limitations/implications – Limitations of the study inc...

Management commitment to service quality and service recovery performance

Purpose – The purpose of this paper is to investigate a model of management commitment to service quality (MCSQ) and service recovery performance in the context of public and private hospitals in New Zealand.Design/methodology/approach – In a cross‐sectional survey grounded in Bagozzis reformulation of attitude theory, frontline hospital employees (FHEs) were asked about how MCSQ impacted on their service recovery performance in both the public and private sectors.Findings – The results of the study suggest that the relationship between MCSQ and service recovery performance is mediated by organizational commitment. With the exception of the relationship between MCSQ and organizational commitment, there are no differences between FHEs in the private and public sectors.Originality/value – Very little attention has been given to a comparative examination of those managerial practices critical for improving frontline employee service recovery efforts in a public and private healthcare context. Our research a...

The impact of call centre stressors on inbound and outbound call‐centre agent burnout

Purpose – The aim of this study is to draw on various models of burnout and test hypotheses relating to anticipated differences in the burnout process between inbound versus outbound call centre agents. This is achieved by comparing the magnitude of the relationships in the sequence of customer stressors → emotional exhaustion → depersonalization → reduced personal accomplishment across a sample of inbound and outbound call centre agents working in a large retail bank call centre in New Zealand.Design/methodology/approach – Data were collected from inbound and outbound call centre agents of a large retail bank call centre in New Zealand via a self‐administered survey questionnaire electronically distributed to all 195 call centre agents working in the banks two call centre locations. Data obtained from the call centre agents were analysed using the SEM‐based partial least squares (PLS) methodology.Findings – The findings of the study reveal significant differences between inbound and outbound call centre...

The informative and persuasive components of pharmaceutical promotion: An argument for why the two can coexist

The objective of this paper is to review the literature on pharmaceutical promotion, highlighting the areas of contention. We examine the traditional methods used to promote pharmaceutical products and ask the question, ‘If the objective of promotion is to inform, persuade and remind the customer about why they should consider a particular product or brand, why is the promotion of pharmaceutical products so contentious?’ We draw upon the results of an exploratory case study that examined healthcare practitioner and pharmaceutical sales representative attitudes towards pharmaceutical promotion, and conclude with some thoughts on how information-based and persuasion-based pharmaceutical promotion can coexist.

Mapping and assessing the key management issues influencing UK public healthcare purchaser‐provider cooperation

Purpose – The purpose is to examine the bases of positive relations between suppliers and purchasers of healthcare services. In doing so, the paper examines the nature of cooperation between the providers of healthcare services (hospitals) and those who commission and purchase healthcare on behalf of patients (regional health authorities).Design/methodology/approach – The paper employs a qualitative interview approach for gathering and analysing major stakeholder (provider and purchaser) perceptions of their interorganisational relations and how these interactions impact on the quest of the healthcare provider to meet the needs of the community they serve.Findings – The paper identifies group relevant variables into four major themes or “core categories” that characterise purchaser‐provider stakeholder cooperation. These themes represent provider and purchaser views on those factors characterising stakeholder relationships within the purchaser‐provider dyad.Practical implications – The paper suggests that...

The effect of customer orientation on frontline employees job outcomes in a new public management context

Purpose – This paper seeks to examine the role of customer orientation in a model of affective and behavioural job outcomes grounded in Bagozzis reformulation of attitude theory in the new public management context of a former public sector government department that has undergone corporatisation and now operates as a state‐owned enterprise (SOE).Design/methodology/approach – Frontline employees (FLEs) complete a self‐administered questionnaire on how customer orientation affects their job satisfaction and organisational commitment, and how these job attitudes impact service recovery performance and turnover intentions. Data obtained from the FLEs were analysed using the structural equation modeling‐based partial least squares methodology.Findings – Seven of eight hypotheses are supported. Results suggest that there is a significant influence of customer orientation on job satisfaction and organisational commitment, which in turn influence service recovery performance and turnover intentions.Practical im...

Subjective personal introspection in action‐oriented research

Purpose – The purpose of this paper is to describe the rationale and use of subjective personal introspection (SPI) as a methodological approach.Design/methodology/approach – SPI was utilised to develop a “narrative” of the authors own “action‐oriented” research experience within a multisector collaborative venture established by 13 partner organisations representing the academic, pharmaceutical industry and government sectors. The “confessional” stance that the study assumes describes some of the perceived tensions enacted during field work. The SPI approach is theoretical and reflective, as well as descriptive and analytical, in reporting the antecedents, actions, and outcomes in action‐oriented research.Findings – Because the focus of the paper is subjective, personal, and introspective, it does not illustrate “findings” about multisector collaboration, but rather reflections and insights about the way the research was conducted.Practical implications – The paper widens the forum for incorporating SPI...