It is commonly acknowledged that service quality can be measured by using attribute-based and inc... more It is commonly acknowledged that service quality can be measured by using attribute-based and incident-based measurements. Both methods are distinct in nature, but can be used complementary. However, in the literature a simultaneous empirical investigation of the power of critical incidents in relation to attribute scores is lacking. In this paper we merge both methods for assessing service quality in a professional services context. Subsequently, both measurements have been used to investigate the effect of service quality on short-term customer satisfaction and long-term trust in the service provider. The results of our study indicate that the combined approach adds value to single-method measurement for explaining customer satisfaction. Furthermore, negative incidents are more influential on satisfaction than positive experiences. However, the negative effect of a negative incident on satisfaction can be compensated by paying attention to particular dimensions of service quality....
Marketers commonly assume that health claims attached to otherwise unhealthful food stimulate con... more Marketers commonly assume that health claims attached to otherwise unhealthful food stimulate consumption because such claims offer justification for indulgence and reduce guilt. This article proposes a generalized theory of healthful indulgences, identifying when and why people overconsume versus regulate food intake in response to health claims. Four studies demonstrate that not all health claims are created equal. The authors suggest that the nature of the food attributes the claims emphasize—namely, functional versus hedonic—determines the extent of consumption of the indulgence. Health claims featuring functional attributes (e.g., “extra antioxidants”) trigger high levels of health-goal accessibility, which, together with simultaneously accessible indulgence goals attached to the indulgence, results in goal conflict. This conflict leads to reduced consumption of the food. In contrast, health claims featuring hedonic attributes (e.g., “low fat”) render health goals less accessib...
This research explores the effect of emotion on satisfaction with after sales services. Emotional... more This research explores the effect of emotion on satisfaction with after sales services. Emotional content is derived from the respondent's answers to the so-called critical incident question in order to classify the information according to established categories and the ...
International Journal of Quality & Reliability Management, 1997
Notes that after‐sales field service has become an established competitive differentiator among e... more Notes that after‐sales field service has become an established competitive differentiator among equipment manufacturers. From the service provider’s perspective, effective field service management is essential for operational productivity, customer satisfaction and retention, and profitability. Benchmarking is a process for measuring a firm’s performance against the best‐in‐class, and using such an analysis to meet or exceed the best‐in‐class performance. Develops a benchmarking approach that utilizes customer satisfaction survey results in conjunction with a zero defects metric. The applicability of this method is demonstrated through its use in competitive and internal benchmarking of equipment field services in the case of a European office‐equipment manufacturer.
Service Science: Research and Innovations in the Service Economy, 2011
... however does not translate into reality in terms of research publications even today, the p... more ... however does not translate into reality in terms of research publications even today, the percentage of multidisciplinary papers in IJSIM, definitely has gone up between 20052009 but it still awaits the surge that one expected since the SSMED movement galvanized major ...
The authors have performed an experimental study to assess whether an extension with relatively l... more The authors have performed an experimental study to assess whether an extension with relatively low service intensiveness compared to the parent product is evaluated differently from an extension with higher service intensiveness. The empirical evidence from this article indicates that the quality of an extension product will be evaluated more favorably when it involves lower service intensiveness than higher service intensiveness. Furthermore, the results reveal that the difference in extension evaluations, due to the varying levels of service intensiveness involved in the extension products, is positively affected by the perceived similarity between an extension and its parent product. Finally, it is also found that consumers have different postevaluations on the parent brand due to different degrees of service intensiveness involved in the extension products. Meanwhile, the perceived similarity will reinforce this difference in consumers’postevaluations.
Theoretical concept of networking research method Belgium Denmark France Germany Greece Ireland I... more Theoretical concept of networking research method Belgium Denmark France Germany Greece Ireland Italy Luxembourg The Netherlands Portugal Spain United Kingdom international.
PurposeCorporate social responsibility (CSR) is an increasingly important issue for service brand... more PurposeCorporate social responsibility (CSR) is an increasingly important issue for service brands in fast fashion retailing, as consumers' negative impressions about retailers' CSR activities influence brand experience. Consumers' impressions of CSR efforts arise based on agendas communicated through many channels from different sources. The paper unravels the ‘wrinkles’, i.e. possible mismatches in CSR communication around service brands by studying differences between the three main sources of fast fashion brand-related CSR agendas: Autonomous company communication, news media and social media postings by consumers.Design/methodology/approachThe authors use structural topic modeling (STM) to analyze a corpus of texts focusing on the CSR efforts of three major fast fashion service brands over three years. The texts included 89 items of company communication (CSR reports and press releases), 5,351 news media articles about the brands' CSR efforts and 57,377 consumer...
It is commonly acknowledged that service quality can be measured by using attribute-based and inc... more It is commonly acknowledged that service quality can be measured by using attribute-based and incident-based measurements. Both methods are distinct in nature, but can be used complementary. However, in the literature a simultaneous empirical investigation of the power of critical incidents in relation to attribute scores is lacking. In this paper we merge both methods for assessing service quality in a professional services context. Subsequently, both measurements have been used to investigate the effect of service quality on short-term customer satisfaction and long-term trust in the service provider. The results of our study indicate that the combined approach adds value to single-method measurement for explaining customer satisfaction. Furthermore, negative incidents are more influential on satisfaction than positive experiences. However, the negative effect of a negative incident on satisfaction can be compensated by paying attention to particular dimensions of service quality....
Marketers commonly assume that health claims attached to otherwise unhealthful food stimulate con... more Marketers commonly assume that health claims attached to otherwise unhealthful food stimulate consumption because such claims offer justification for indulgence and reduce guilt. This article proposes a generalized theory of healthful indulgences, identifying when and why people overconsume versus regulate food intake in response to health claims. Four studies demonstrate that not all health claims are created equal. The authors suggest that the nature of the food attributes the claims emphasize—namely, functional versus hedonic—determines the extent of consumption of the indulgence. Health claims featuring functional attributes (e.g., “extra antioxidants”) trigger high levels of health-goal accessibility, which, together with simultaneously accessible indulgence goals attached to the indulgence, results in goal conflict. This conflict leads to reduced consumption of the food. In contrast, health claims featuring hedonic attributes (e.g., “low fat”) render health goals less accessib...
This research explores the effect of emotion on satisfaction with after sales services. Emotional... more This research explores the effect of emotion on satisfaction with after sales services. Emotional content is derived from the respondent's answers to the so-called critical incident question in order to classify the information according to established categories and the ...
International Journal of Quality & Reliability Management, 1997
Notes that after‐sales field service has become an established competitive differentiator among e... more Notes that after‐sales field service has become an established competitive differentiator among equipment manufacturers. From the service provider’s perspective, effective field service management is essential for operational productivity, customer satisfaction and retention, and profitability. Benchmarking is a process for measuring a firm’s performance against the best‐in‐class, and using such an analysis to meet or exceed the best‐in‐class performance. Develops a benchmarking approach that utilizes customer satisfaction survey results in conjunction with a zero defects metric. The applicability of this method is demonstrated through its use in competitive and internal benchmarking of equipment field services in the case of a European office‐equipment manufacturer.
Service Science: Research and Innovations in the Service Economy, 2011
... however does not translate into reality in terms of research publications even today, the p... more ... however does not translate into reality in terms of research publications even today, the percentage of multidisciplinary papers in IJSIM, definitely has gone up between 20052009 but it still awaits the surge that one expected since the SSMED movement galvanized major ...
The authors have performed an experimental study to assess whether an extension with relatively l... more The authors have performed an experimental study to assess whether an extension with relatively low service intensiveness compared to the parent product is evaluated differently from an extension with higher service intensiveness. The empirical evidence from this article indicates that the quality of an extension product will be evaluated more favorably when it involves lower service intensiveness than higher service intensiveness. Furthermore, the results reveal that the difference in extension evaluations, due to the varying levels of service intensiveness involved in the extension products, is positively affected by the perceived similarity between an extension and its parent product. Finally, it is also found that consumers have different postevaluations on the parent brand due to different degrees of service intensiveness involved in the extension products. Meanwhile, the perceived similarity will reinforce this difference in consumers’postevaluations.
Theoretical concept of networking research method Belgium Denmark France Germany Greece Ireland I... more Theoretical concept of networking research method Belgium Denmark France Germany Greece Ireland Italy Luxembourg The Netherlands Portugal Spain United Kingdom international.
PurposeCorporate social responsibility (CSR) is an increasingly important issue for service brand... more PurposeCorporate social responsibility (CSR) is an increasingly important issue for service brands in fast fashion retailing, as consumers' negative impressions about retailers' CSR activities influence brand experience. Consumers' impressions of CSR efforts arise based on agendas communicated through many channels from different sources. The paper unravels the ‘wrinkles’, i.e. possible mismatches in CSR communication around service brands by studying differences between the three main sources of fast fashion brand-related CSR agendas: Autonomous company communication, news media and social media postings by consumers.Design/methodology/approachThe authors use structural topic modeling (STM) to analyze a corpus of texts focusing on the CSR efforts of three major fast fashion service brands over three years. The texts included 89 items of company communication (CSR reports and press releases), 5,351 news media articles about the brands' CSR efforts and 57,377 consumer...
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Papers by Jos Lemmink