skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Service Experience Management

PhD Research by Ari Ji - Service Experience Management -"The influence of service partitioning on customer satisfaction"

Service Experience Management

The influence of service partitioning on customer satisfaction

Research Objectives

This study mainly focuses on examining how service experience patterns and customers’ motivations jointly affect the formation of overall service satisfaction during service delivery processes. This study, therefore, aims to enrich the knowledge on delivering customer satisfaction by investigating how customers’ motivations influence their preferences of service delivery and proposing the framework of designing service delivery processes from the lens of customer satisfaction, rather than the lens of service operation.

Research questions

  1. When is the best time for service providers to delight their customers within a service partition? How do the negative effects of service failure change over time within a service partition?
  2. How should service providers manage the distribution of peak service encounters across service partitions in order to maximize the positive effects of multiple delight service encounters and minimize the negative effects of multiple dissatisfactory service encounters?

Methodology

Phd AJ Figure 1This study takes advantage of prospect theory as the theoretical foundation to analyze the effects of individual service encounter experiences on service partition satisfaction and overall service satisfaction. In line with prospect theory, this study codes dissatisfactory encounters as “losses” and both satisfactory encounters and delight encounters as “gains”.

AJ Fig 2

Findings

  • A delight has a more positive effect on customer satisfaction for customers under promotion focus than a delight of the same magnitude for customers under prevention focus.
  • A failure has a more negative effect on customer satisfaction for customers under prevention focus than a failure of the same magnitude for customers under promotion focus.
  • The temporal position of a delight matters for promotion focused customers, not for prevention focused customers.
  • The temporal position of a failure matters for prevention focused customers, not for promotion focused customers.
  • Two delights occurring in two different partitions have a more positive effect on customer satisfaction than the two equal delights occurring in a single partition.
  • For customers under promotion focus, the trade-off effect of a delight following a failure is not significantly influenced by the temporal position of the delight.
  • For customers under prevention focus, the trade-off effect of an early delight following a failure is more positive than that of a late delight of the same magnitude.

Contact: Ari Ji

RSS Feed Latest news

Risks of Outcome-Based Service Contracts

Feb 21, 2017

February Paper on 'Investigating risks of outcome-based service contracts from a provider's perspective' by Jingchen Hou and Andy Neely

New Pro-Vice-Chancellor Role for Professor Andy Neely

Feb 15, 2017

Professor Andy Neely, the University of Cambridge's new Pro-Vice-Chancellor of Enterprise and Business Relations.

Webinar on Classification of Noisy Data

Feb 13, 2017

13 February 2017 - Classification of Noisy Data: An Approach Based on Genetic Algorithms and Voronoi Tessellation - Abdul Khan

A Process for B2B Partnerships - designing to deliver capability across companies

Jan 26, 2017

Executive Briefing and Podcast on B2B Partnership - designing to deliver capability across companies.

Podcast on Ecosystems Value Framework

Jan 23, 2017

Dr Florian Urmetzer, Senior Research Associate, Cambridge Service Alliance talks about his new paper: The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems. The paper is co-authored with Veronica Martinez and Andy Neely.

View all news

Upcoming events

Shift to Services Executive Education Programme

Apr 04, 2017

IfM, Cambridge, UK

Cambridge Service Week 2017 - Academic Conference

Oct 05, 2017

IfM, Cambridge, UK

Upcoming events