The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships

Industrial Marketing Management

Volumn 37, Issue 8, 2008, Pages 921-939

  Gil, Irene ^a   Berenguer, Gloria ^a   Cervera, Amparo ^a  

^a Facultad de Economía Edificio Departamental Oriental Desp 1 C11   (Spain)

Author keywords

Customer satisfaction; Financial sector; Job satisfaction of service employees; Service encounter; Service value

Indexed keywords

EID: 55449129234     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2007.06.008     Document Type: Article

References (127)

1. Adsit D.J., London M., Crom S., and Jones D. Relationships between employee attitudes, customer satisfaction and departmental performance. Journal of Management Development 15 1 (1996) 62-75
2. Angur M.G., Nataraajan R., and Jahera J.S. Service quality in the banking industry: An assessment in a developing economy. International Journal of Bank Marketing 17 3 (1999) 116-123
3. Anderson E.W., Fornell C., and Lehmann D.R. Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing 58 (1994, July) 53-66
4. Anderson J.C., and Gerbing D.W. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin 103 3 (1988) 411-423
5. Armstrong P.K. Analyzing quality in the service delivery process. Service productivity and quality challenge conference (1992), The Wharton School 23-24
6. Asif S., and Sargeant A. Modeling internal communications in the financial services sector. European Journal of Marketing 34 3/4 (2000) 299-317
7. Babin B.J., and Kim K. International students travel behavior: A model of the travel-related consumer/dissatisfaction process. Journal of Travel and Tourism Marketing 10 1 (2001) 93-106
8. Bagozzi R.P., and Yi Y. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 16 2 (1988) 74-94
9. Baron R.M., and Kenny D.A. The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology 51 6 (1986) 1173-1182
10. Barnes J.G. Closeness, strength, and satisfaction: Examining the nature of relationships between providers of financial services and their retail customers. Psychology and Marketing 14 8 (1997) 765-790
11. Bei L.T., and Chiao Y.G. An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 14 (2001) 125-140
12. Bernhardt K., Donthu N., and Kennett P. A longitudinal analysis of satisfaction and profitability. Journal of Business Research 47 2 (2000) 161-171
13. Berry L.L. The employee as customer. Journal of Retail Banking 3 1 (1981) 271-278
14. Berry L.L., and Yadav M.S. El papel del valor en la determinación del precio de los servicios. Harvard Deusto Business Review 78 (1997) 26-37
15. Bitner M.J. Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing 54 (1990, Abril) 69-82
16. Bitner M.M., Booms B.H., and Tetreault M.S. The service encounter: Diagnosing favorable and unfavorable. Journal of Marketing 54 1 (1990) 71-84
17. Bitner M.J., Faranda W.T., Hubbert A.R., and Zeithaml V.A. Customer contributions and roles in service delivery. International Journal of Service Industry Management 8 3 (1997) 193-205
18. Boyt T.E., Lusch R., and Naylor G. The role of professionalism in determining job satisfaction in professional services. Journal of Services Research: JSR 4 (2001, May) 321-330
19. Bolton R.N., and Drew J.H. A multistage model of customer' assessments of service quality and value. Journal of Consumer Research 17 (1991) 375-384 March
20. Boshoff C., and Allen J. The influence of selected antecedents on frontline staff's perceptions of service recovery performance. International Journal of Service Industry Management 11 1 (2000) 63-93
21. Brady M.K., Cronin Jr. J.J., and Brand R.R. Performance-only measurement of service quality: A replication and extension. Journal of Business Research 55 (2002) 17-31
22. Brief A.P. Attitudes in and around organizations (1998), Sage, Thousand Oaks, C.A.
23. Brief A.P., and Roberson L. Job attitude organization: an exploratory study. Journal of Applied Social Psychology 19 (1989) 717-727
24. Brief A.P., and Weiss H.M. Organizational behavior: Affect in the workplace. Annual Review of Psychology 53 (2002) 279
25. Brisles R.W. Back translation for cross-cultural research. Journal of Cross-Cultural Psychology 1 3 (1970) 185-216
26. Brown S.W., and Swartz T.A. A gap analysis of professional service quality. Journal of Marketing 53 (1989, April) 92-98
27. Caruana A., Money A.H., and Berthon P.R. Service quality and satisfaction - The moderating role of value. European Journal of Marketing 34 11/12 (2000) 1338-1352
28. Carlzon J. Moments of truth (1987), Harper & Row, New York
29. Comm C.L., and Mahaisel D.F. Assessing employee satisfaction in service firms: An example in higher education. Journal of Business and Economic Studies 6 1 (2000) 43-53
30. Chumpitaz R., and Vanhamme J. Les processus modérateurs et médiateurs: distinction conceptuelle, aspects analytiques et illustrations. Recherche et Applications en Marketing 18 2 (2003) 67-100
31. Churchill G.A. A paradigm for developing better measures of marketing constructs. Journal of Marketing Research 16 (1979, February) 64-73
32. Churchill G., Ford N., and Walker O. Measuring the job satisfaction of industrial salesmen. Journal of Marketing Research 11 (1974, August) 254-260
33. a Ed. (1983), Lawrence Erlbaum Asociates Publishers, London
34. Cronin J.J., Brady M.K., and Hult T.M. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing 76 2 (2000) 193-218
35. Cronin J.J., and Taylor S.A. Measuring service quality: A reexamination and extension. Journal of Marketing 56 (1992, July) 55-68
36. De Ruyter K., Wetzels M., Lemmink J., and Mattsson J. The dynamics of the service delivery process: A value-based approach. International Journal of Research in Marketing 14 (1997) 231-243
37. De Ruyter K., and Bloemer J. Customer loyalty in extended service settings. The interaction between satisfaction, value attainment and positive mood. International Journal of Service Industry Management 10 3 (1999) 320-336
38. Diamantopoulos A., and Winklhofer H.M. Index construction with formative indicators: An alternative to scale development. Journal of Marketing Research 38 2 (2001) 269-277
39. Ellis R., Gudergan S., and Johnson L. Through the looking glass: An agency theoretic foundation for the satisfaction mirror. Journal of Satisfaction, Dissatisfaction and Complaining Behavior 14 (2001) 120-124
40. Eriksson K., and Löfmarck Vaghult A. Customer retention, purchasing behavior and relationship substance in professional services. Industrial Marketing Management 29 (2000) 363-372
41. Flint D.J., Woodruff R.B., and Gardial S.F. Exploring the phenomenon of customers' desired value change in a business-to-business context. Journal of Marketing 66 (2002, October) 102-117
42. Fornell C. A national customer satisfaction barometer: The Swedish experience. Journal of Marketing 56 (1992) 6-21
43. Fornell C., and Larker D.F. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research XXVII (1981) 39-50
44. Fornell C., Johnson M.D., Anderson E.W., Cha J., and Bryant B.E. The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing 60 4 (1996) 7-18
45. Gale B.T. Managing customer value: Creating quality and service that customers can see (1994), The Free Press, Nueva York
46. Gallarza M., and Gil I. Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students' travel behaviour. Tourism Management 27 2 (2006) 437-452
47. Giese J.L., and Cote J.A. Defining consumer satisfaction. Journal of the Academy of Marketing Science (2000)
48. Gil I., Berenguer G., Cervera A., and Moliner B. Relationships among customer orientation, service orientation and job satisfaction in financial services. International Journal of Service Industry Management 16 5 (2005) 497-525
49. Grewal D., Monroe K.B., and Krishnan R. The effects of price-comparison advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions. Journal of Marketing 62 2 (1998) 46-59
50. Grönroos G. An applied service marketing theory. European Journal of Marketing 16 7 (1982) 30-41
51. Grönroos G. Service management and marketing. Managing the moments of thut in service competition (1990), Lexington books
52. Grönroos C. The perceived service quality concept-A mistake?. Managing Service Quality 11 3 (2001) 150-152
53. a Ed. (1999), Prentice Hall, Madrid
54. Hartline M.D., and Ferrell O.C. The management of customer-contact service employees: an empirical investigation. Journal of Marketing 60 (1996, October) 52-70
55. Heskett J.L., Jones T.O., Loveman G.W., Sasser W.E.J., and Schlesinger L.A. Putting the service profit chain to work. Harvard Business Review (1994, March-April) 164-174
56. Heskett J.L., Sasser Jr. W.E., and Schlesinger L.A. The service profit chain: how leading companies link profit and growth to loyalty, satisfaction and value (1997), Free Press, New York
57. Holbrook M.B. Consumer value. A framework for analysis and research (1999), Routledge, Londres
58. Jones M.A., and Suh J. Transaction-specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing 2 (2000) 147-159
59. a Ed. Vol. I (1998), McGraw Hill, New York 180-232
60. Kashyap R., and Bojanic D. A structural analysis of value, quality and price perceptions of business and leisure travelers. Journal of Travel Research 39 (2000, August) 45-51
61. a Ed. Vol I (1998), McGraw Hill, New York 233-265
62. Koys D.J. The effects of employee satisfaction, organizational citizenship behavior, and turnover on organizational effectiveness: A unit-level, longitudinal study. Personnel Psychology 54 1 (2001, Spring) 101-115
63. Lapierre J., Filiatrault P., and Chebat J.-C. Value strategy rather than quality strategy: A case of business-to-business professional services. Journal of Business Research 45 (1999) 235-246
64. Laroche M., Papadopoulos N., Heslop L., and Bergeron J. Effects of subcultural differences on country and product evaluations. Journal of Consumer Behavior 2 3 (2003) 232-247 mar
65. Lehtinen, J. R., & Lehtinen, U. (1982). Service quality: A study of quality dimensions. Unpublished working paper. Service Management Institute. Helsinki.
66. Lee M., and Cunningham L.F. A cost/benefit approach to understanding service loyalty. Journal of Services Marketing 15 2 (2001) 113-130
67. Lindgreen A., Palmer R., Vanhamme J., and Wouters J. A relationship-management assessment tool: Questioning, identifying, and prioritizing critical aspects of customer relationships. Industrial Marketing Management 35 (2006) 57-71
68. Liu S.S., Luo X., and Shi Y.-Z. Integrating customer orientation, corporate entrepreneurship, and learning orientation in organizations-in-transition: An empirical study. International Journal of Research in Marketing 19 (2002) 367-382
69. Locke E.A. What is job satisfaction?. Organizational Behavior and Human Performance 4 (1969) 309-336
70. Locke E.A. The nature and causes of job satisfaction. In: Dunnette M.D. (Ed). Handbook of I/O psychology (1976), Rand-McNally, Chicago 297-349
71. Loveman G.W. Employee satisfaction, customer loyalty, and financial performance: An empirical examination of the service profit chain in retail banking. Journal of Service Research 1 1 (1998) 18-31
72. Mano H., and Oliver R.L. Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling and satisfaction. Journal of Consumer Research 20 (1993, December) 451-466
73. Maxham III J.G., and Netemeyer R.G. Firms reap what they sow: The effects of shared values and perceived organizational justice on customers' evaluations of complaint handling. Journal of Marketing 67 (2003, January) 46-62
74. Meliá J.L., and Peiró J.M. La medida de la satisfacción laboral en contextos organizacionales: el cuestionario de satisfacción S20/23). Psicologemas 5 (1989) 59-74
75. Mittal V., and Lassar W.M. The role of personalization in service encounters. Journal of Retailing 72 1 (1996) 95-109
76. Monroe K.B. Política de precios. Para hacer más rentables las decisiones (1992), McGraw-Hill, Madrid
77. Motowidlo S.J. Does job satisfaction lead to consideration and personal sensitivity?. Academy of Management Journal 27 (1984) 910
78. Motowidlo S.J. Orientation toward the job and organization. In: Murphy K.R. (Ed). Individual differences and behavior in organizations (1996), Josey Bass, San Francisco 175-208
79. Novack L.I. Partnering relationships between banks and their research firms: The impact on quality. International Journal of Bank Marketing 15 3 (1997) 83-90
80. Oh H. Service quality, customer satisfaction, and customer value: A holistic perspective. Hospitality Management 18 (1999) 67-82
81. Oh H. Diners' perceptions of quality, value and satisfaction. Cornell Hotel and Restaurant Administration Quarterly (2000, June) 58-66
82. Oh H. Price fairness and its asymmetric effects on overall price, quality, and value judgements: The case of an upscale hotel. Tourism Management 24 (2003) 397-399
83. Oliver R.L. A cognitive model the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 17 (1980, November) 460-469
84. Oliver R.L. Value as excellence in the consumption experience. In: Holbrook M.B. (Ed). Consumer value. A framework for analysis and research (1999), Routledge, London 43-62
85. Organ D.W., and Near J.P. Cognitive vs. affect measures of job satisfaction. International Journal of Psychology 20 (1985) 241-254
86. Parasuraman A. Customer service in business-to-business markets: An agenda for research. Journal of Business & Industrial Marketing 13 4/5 (1998) 309-321
87. Parasuraman A., Zeithaml V.A., and Berry L.L. SERVQUAL: A multiple-ítem scale for measuring consumer perceptions of service quality. Journal of Retailing 64 (1988) 2-40 Primavera
88. Ravald A., and Grönroos C. The value concept and relationship marketing. European Journal of Marketing 30 2 (1996) 19-30
89. Reynierse J.H., and Harker J.B. Measuring and managing organizational culture. HR.Human Resource Planning 9 1 (1986)
90. Reichheld F.F. Loyalty effect: The hidden force behind growth, profits and lasting value (1996), Bain and Co., Boston, MA
91. Rogers J.D., Clow K.E., and Kash T.J. Increasing job satisfaction of service personnel. Journal of Services Marketing 8 1 (1994) 14-27
92. Rucci A.J., Kim S.P., and Quinn R.T. The employee-customer-profit chain at Sears. Harvard Business Review 76 1 (1998, Jan/Feb) 82-98
93. Ryan A.M., Schmit M.J., and Johnson R. Attitudes and effectiveness: Examining relations at an organizational level. Personnel Psychology 49 (1996) 853-882
94. Saane N., Sluiter J.K., Verbeek J.H.A.M., and Frings-Dresen M.H.W. Reliability and validity of instruments measuring job satisfaction - A systematic review. Occupational Medicine 53 (2003) 191-200
95. Sharma N., and Patterson P.G. Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services. International Journal of Service Industry Management 11 5 (2000)
96. Shostack G.L. Planning the service encounter. In: Czepiel J.A., Solomon M.R., and Surprenant C.F. (Eds). The service encounter (1985), Lexington Books 243-254
97. Silvestro R. Dispelling the modern myth employee satisfaction and loyalty drive service profitability. International Journal of Operations & Production Management 22 1 (2002) 30-49
98. Sirohi N., Mclaughlin E.W., and Wittink D.R. A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing 74 2 (1998) 223-245
99. Schneider B. The service organization: Climate is crucial. Organizational Dynamics 9 (1980, Autumn) 52-65
100. Schneider B., and Bowen D. Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology 70 (1985) 423-433
101. Schneider B., White S.S., and Paul M.C. Linking service climate and customer perception of service quality: Test of a causal model. Journal of Applied Psychology 83 (1998) 159-163
102. Schlesinger L.A., and Heskett J.L. Breaking the cycle of failure in services. Sloan Management Review 32 3 (1991) 17-28
103. Snipes R.L., Oswald S.L., LaTour M., and Armenakis A.A. The effects of specific job satisfaction facets on customers perceptions of service quality: An employee-level analysis. Journal of Business Research 58 (2005) 1330-1339
104. Smith P.C., Kendall L.M., and Hulin C.L. The measurement of satisfaction in work and retirement: A strategy for the study of attitudes (1969), Rand McNally, Chicago
105. Spinelli M.A., and Canavos G.C. Investigating the relationship between employee satisfaction and guest satisfaction. Cornell Hotel and Restaurant Administration Quarterly (2000, December) 29-33
106. Spreng R.A., Mackenzie S.B., and Olshavsky R.W. A reexamination of the determinants of consumer research. Journal of Marketing 60 (1996, July) 15-32
107. Storer G., and Rajan A. New mindsets and new skills: The strategic importance of continuous competence in emerging financial services business models. Journal of Financial Regulation and Compliance 10 2 (2002, May) 105-114
108. Surprenant C.F., and Solomon M.R. Predictability and personalization in the service encounter. Journal of Marketing 51 (1987, April) 73-80
109. Sweeney J.C., and Soutar G. Consumer perceived value: The development of a multiple item scale. Journal of Retailing 77 (2001) 203-220
110. Sweeney J.C., Soutar G., and Johnson L. The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing 75 1 (1999) 77-105
111. Sweeney J.C., Soutar G., Whiteley A., and Johnson L. Generating consumption value items: A parallel interviewing process approach. Asia Pacific Advances in Consumer Research 2 (1996) 108-115
112. Tsigilis N., and Koustelios A. Multivariate relationship and discriminant validity between job satisfaction and burnout. Journal of Managerial Psychology 19 3 (2004) 666-675
113. Tornow W., and Wiley J. Service quality and management practices: A look at employee attitudes, customer satisfaction, and bottom-line consequences. Human Resource Planning 14 2 (1991) 105-115
114. Wilson A., and Frimpong J. A reconceptualisation of the satisfaction-service performance thesis. Journal of Services Marketing 18 6 (2004) 471-481
115. Wölfl, A. The service economy in OECD countries, STI working paper Series, OECD Directorate for Science, Technology and Industry/OECD, Paris (2005).
116. Woodruff R.B. Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science 25 2 (1997) 139-153
117. Woodruff R.B., and Gardial S.F. Know your customer: New approaches to understanding customer value and satisfaction (1996), Blackwell Business, Malden
118. Wynstra F., Björn A., and van der Valk W. An application-based classification to understand buyer-supplier interaction in business services. International Journal of Service Industry Management 17 5 (2006) 474-496
119. Yanamandram V., and White L. Switching barriers in business-to-business services: A qualitative study. International Journal of Service Industry Management 17 2 (2006) 158-192
120. Yeung M.C.H., Chew Ging L., and Ennew C.T. Customer satisfaction and profitability: A reappraisal of the nature of the relationship. Journal of Targeting, Measurement and Analysis for Marketing 11 1 (2002) 24-33
121. Yoon M.H., Beatty S.E., and Suh J. The effect of work climate on critical employee and customer outcomes: An employee-level analysis. International Journal of Service Industry Management 12 (2001) 500
122. Yu Y.T., and Dean A. The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management 12 3 (2001) 234-250
123. Zeithaml V.A. Issues in conceptualising and measuring consumer response to price. Advances in Consumer Research 11 (1984) 612-616
124. Zeithaml V.A. Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence. Journal of Marketing 52 (1988, July) 2-22
125. Zeithaml V.A., Berrry L.L., and Parasuraman A. The behavioral consequences of service quality. Journal of Marketing 60 (1996, April) 31-46
126. a Edición (2002), Mc Graw Hill, Méjico
127. Zurriaga R. La satisfacción laboral en profesionales sanitarios de organizaciones públicas y privadas. Revista de Psicología del Trabajo y de las Organizaciones 6 16 (1990) 67-73