Patti Collett Miles

Linking servicescape to customer satisfaction: exploring the role of competitive strategy

Purpose – The purpose of this paper is to explore the relationship between firm service characteristics and customer satisfaction as moderated by firm competitive strategy. Specifically, this research utilizes Porters depiction of generic competitive strategy to explain the strength of the relationship between a services particular servicescape choices and customer satisfaction.Design/methodology/approach – The empirical data for this research were obtained from 1,287 customers of ten service organizations representing three industry segments. Multiple regression analysis is utilized to test three hypotheses that propose firm competitive strategy moderates the strength of the relationship between service characteristics and customer satisfaction.Findings – The results support the assertion that firm competitive strategy has an impact on the strength of the relationship between customer satisfaction and servicescape characteristics. Of note, these findings indicate that the payoff for investment in physi...

Corporate social responsibility and executive compensation: exploring the link

Purpose – The purpose of this paper is to explore whether socially responsible firms recognize the potential conflicts that come with higher levels of executive compensation, and thus limit executive pay relative to what is being paid in other firms. In the process, the relationships between executive compensation and financial performance, and corporate social performance and financial performance are examined to determine whether potential compensation and social performance links are coming at the expense of company financial performance.Design/methodology/approach – The empirical data for this research were obtained from a stratified sample of Fortune 1000 companies pulled from across more than 15 industries. Multiple regression analysis is utilized to test three hypotheses.Findings – In line with the hypotheses, results indicate that companies identified as good corporate social performers do in fact have lower levels of executive compensation and there is some support found for a positive relationsh...

Competitive strategy: the link between service characteristics and customer satisfaction

Purpose – This study aims to examine how firm strategy may affect customer satisfaction in relationship to service the characteristics of quality, servicescape and value. Specifically, this research utilizes Porters depiction cost leaders and differentiation strategy to suggest customers may be satisfied even if they rate value or quality lower than for another similar firm. Design/methodology/approach – This research utilizes survey data gathered from 179 customers of four services representing two industry segments. Analysis of variance is utilized to test four hypotheses proposing firm strategy may affect customer rating of a service characteristic, while customers may still remain loyal with high levels of customer satisfaction. Findings – The results support the assertion that customer expectations of firm strategy may enable firms in the same industry to receive very different ratings on service characteristics such as value, quality and servicescape, while having equally loyal and satisfied custom...