IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v35y2015i5p237-254.html
   My bibliography  Save this article

Re-examining encounter intensity's conceptualisation, measurement and role

Author

Listed:
  • Nabil Ghantous

Abstract

This paper contributes to previous research on encounter intensity in services in two ways. First, it offers a precise conceptualisation and measure of the construct while at the same time reflecting its complexity and multifaceted nature. Second, it sheds a new light on encounter intensity's role as an antecedent to customer satisfaction by introducing the mediation of the services brand in this relationship. The paper builds on a qualitative study, using customers' introspections, and survey data from retailing customers ( N =1188) analysed with structural equation modelling. These studies lead to a definition as well as a parsimonious and reliable measure of interaction intensity in terms of the frequency of customer-employees exchanges, their diversity, their importance for the customer and his or her interest in the interaction. The data also support that encounter intensity exerts a strong influence on cumulative satisfaction through the mediation of services brand credibility.

Suggested Citation

  • Nabil Ghantous, 2015. "Re-examining encounter intensity's conceptualisation, measurement and role," The Service Industries Journal, Taylor & Francis Journals, vol. 35(5), pages 237-254, March.
    • Handle: RePEc:taf:servic:v:35:y:2015:i:5:p:237-254
    DOI: 10.1080/02642069.2015.1002479
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2015.1002479
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2015.1002479?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Robert Bennett & Paul Robson, 1999. "Intensity of Interaction in Suppy of Business Advice and Client Impact: A Comparison of Consultancy, Business Associations and Government Support Initiatives for SMEs," Working Papers wp142, Centre for Business Research, University of Cambridge.
    2. Richard B. Chase, 1981. "The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions," Operations Research, INFORMS, vol. 29(4), pages 698-706, August.
    3. Jarvis, Cheryl Burke & MacKenzie, Scott B & Podsakoff, Philip M, 2003. "A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(2), pages 199-218, September.
    4. Brodie, Roderick J. & Whittome, James R.M. & Brush, Gregory J., 2009. "Investigating the service brand: A customer value perspective," Journal of Business Research, Elsevier, vol. 62(3), pages 345-355, March.
    5. Wallendorf, Melanie & Brucks, Merrie, 1993. "Introspection in Consumer Research: Implementation and Implications," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 339-359, December.
    6. Julian Gould-Williams, 1999. "The Impact of Employee Performance Cues on Guest Loyalty, Perceived Value and Service Quality," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 97-118, July.
    7. Sweeney, Jill & Swait, Joffre, 2008. "The effects of brand credibility on customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 179-193.
    8. Xinshu Zhao & John G. Lynch & Qimei Chen, 2010. "Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 37(2), pages 197-206, August.
    9. Deborah L. Kellogg & Richard B. Chase, 1995. "Constructing an Empirically Derived Measure for Customer Contact," Management Science, INFORMS, vol. 41(11), pages 1734-1749, November.
    10. de Chernatony, Leslie & Dall'Olmo Riley, Francesca, 1999. "Experts' Views About Defining Services Brands and the Principles of Services Branding," Journal of Business Research, Elsevier, vol. 46(2), pages 181-192, October.
    11. Gruner, Kjell E. & Homburg, Christian, 2000. "Does Customer Interaction Enhance New Product Success?," Journal of Business Research, Elsevier, vol. 49(1), pages 1-14, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Jake An & Diem Khac Xuan Do & Liem Viet Ngo & Tran Ha Minh Quan, 2019. "Turning brand credibility into positive word-of-mouth: integrating the signaling and social identity perspectives," Journal of Brand Management, Palgrave Macmillan, vol. 26(2), pages 157-175, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chowdhury, Sanjib & Miles, Grant, 2006. "Customer-induced uncertainty in predicting organizational design: Empirical evidence challenging the service versus manufacturing dichotomy," Journal of Business Research, Elsevier, vol. 59(1), pages 121-129, January.
    2. Krystallis, Athanasios & Chrysochou, Polymeros, 2014. "The effects of service brand dimensions on brand loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 139-147.
    3. Jara, Magali & Cliquet, Gérard, 2012. "Retail brand equity: Conceptualization and measurement," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 140-149.
    4. Alessia Acampora & Michele Preziosi & Maria Claudia Lucchetti & Roberto Merli, 2022. "The Role of Hotel Environmental Communication and Guests’ Environmental Concern in Determining Guests’ Behavioral Intentions," Sustainability, MDPI, vol. 14(18), pages 1-23, September.
    5. Anca-Otilia Dodescu & Elena-Aurelia Botezat & Alexandru Constăngioară & Ioana-Crina Pop-Cohuţ, 2021. "A Partial Least-Square Mediation Analysis of the Contribution of Cross-Campus Entrepreneurship Education to Students’ Entrepreneurial Intentions," Sustainability, MDPI, vol. 13(16), pages 1-26, August.
    6. Yee, Rachel W.Y. & Guo, Yujuan & Yeung, Andy C.L., 2015. "Being close or being happy? The relative impact of work relationship and job satisfaction on service quality," International Journal of Production Economics, Elsevier, vol. 169(C), pages 391-400.
    7. Le Hau & Pham Thuy, 2012. "Impact of service personal values on service value and customer loyalty: a cross-service industry study," Service Business, Springer;Pan-Pacific Business Association, vol. 6(2), pages 137-155, June.
    8. El Baz, Jamal & Ruel, Salomée, 2021. "Can supply chain risk management practices mitigate the disruption impacts on supply chains’ resilience and robustness? Evidence from an empirical survey in a COVID-19 outbreak era," International Journal of Production Economics, Elsevier, vol. 233(C).
    9. Anna S. Cui & Fang Wu, 2016. "Utilizing customer knowledge in innovation: antecedents and impact of customer involvement on new product performance," Journal of the Academy of Marketing Science, Springer, vol. 44(4), pages 516-538, July.
    10. Veasna, Sou & Wu, Wann-Yih & Huang, Chu-Hsin, 2013. "The impact of destination source credibility on destination satisfaction: The mediating effects of destination attachment and destination image," Tourism Management, Elsevier, vol. 36(C), pages 511-526.
    11. Homburg, Christian & Totzek, Dirk & Krämer, Melanie, 2014. "How price complexity takes its toll: The neglected role of a simplicity bias and fairness in price evaluations," Journal of Business Research, Elsevier, vol. 67(6), pages 1114-1122.
    12. Brocato, E. Deanne & Voorhees, Clay M. & Baker, Julie, 2012. "Understanding the Influence of Cues from Other Customers in the Service Experience: A Scale Development and Validation," Journal of Retailing, Elsevier, vol. 88(3), pages 384-398.
    13. Gonzalez-Zapatero, Carmen & Gonzalez-Benito, Javier & Lannelongue, Gustavo, 2017. "Understanding how the functional integration of purchasing and marketing accelerates new product development," International Journal of Production Economics, Elsevier, vol. 193(C), pages 770-780.
    14. Peters, Twan & Işık, Öykü & Tona, Olgerta & Popovič, Aleš, 2016. "How system quality influences mobile BI use: The mediating role of engagement," International Journal of Information Management, Elsevier, vol. 36(5), pages 773-783.
    15. Mei Xue & Lorin M. Hitt & Patrick T. Harker, 2007. "Customer Efficiency, Channel Usage, and Firm Performance in Retail Banking," Manufacturing & Service Operations Management, INFORMS, vol. 9(4), pages 535-558, April.
    16. Mariya Razzaghian & Attaullah Shah, 2018. "An Assessment of the Predictors and Consequences of Workaholism using Hierarchical Models," Business & Economic Review, Institute of Management Sciences, Peshawar, Pakistan, vol. 10(4), pages 1-26, December.
    17. Jean-Charles Pillet & Kevin Carillo & Claudio Vitari & Federico Pigni, 2020. "What Does It Do? Theorizing Functional Ambiguity As A Factor Influencing User Perceptions Of Information Technology," Grenoble Ecole de Management (Post-Print) hal-03026903, HAL.
    18. Carsten Horn & Markus Rudolf, 2011. "Service quality in the private banking business," Financial Markets and Portfolio Management, Springer;Swiss Society for Financial Market Research, vol. 25(2), pages 173-195, June.
    19. Myoungjin Yu & Sunghyup Sean Hyun, 2019. "The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model," Sustainability, MDPI, vol. 11(15), pages 1-13, July.
    20. Kusi, Samuel Yaw & Gabrielsson, Peter & Baumgarth, Carsten, 2022. "How classical and entrepreneurial brand management increases the performance of internationalising SMEs?," Journal of World Business, Elsevier, vol. 57(5).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:35:y:2015:i:5:p:237-254. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.