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Spotlight on customization: An analysis of necessity and sufficiency in services

Author

Listed:
  • Leischnig, Alexander
  • Kasper-Brauer, Kati
  • Thornton, Sabrina C.

Abstract

This study aims to advance the service management literature by further illuminating the relationships between service employees' adaptive behaviors and customer satisfaction. Using data from a survey of 349 customers of an insurance company, this study employs fuzzy-set Qualitative Comparative Analysis to examine how distinct levels of service-offering adaptive behavior and interpersonal adaptive behavior relate to customer satisfaction. The results show that interpersonal adaptive behavior is a necessary condition or, in other words, a prerequisite for high customer satisfaction. In addition, the results show that a high level of service-offering adaptive behavior is a sufficient condition or, in other words, a guarantee for high customer satisfaction. These findings improve the understanding of the explicit connections between customization approaches and satisfaction in services and help guide service managers in developing effective and efficient service designs.

Suggested Citation

  • Leischnig, Alexander & Kasper-Brauer, Kati & Thornton, Sabrina C., 2018. "Spotlight on customization: An analysis of necessity and sufficiency in services," Journal of Business Research, Elsevier, vol. 89(C), pages 385-390.
  • Handle: RePEc:eee:jbrese:v:89:y:2018:i:c:p:385-390
    DOI: 10.1016/j.jbusres.2017.12.038
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    References listed on IDEAS

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    1. Kasper-Brauer, Kati & Leischnig, Alexander, 2016. "Yes, we can! A fuzzy-set analysis of challenges, skills, and enjoyment of work," Journal of Business Research, Elsevier, vol. 69(11), pages 5286-5291.
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    6. Leischnig, Alexander & Kasper-Brauer, Kati, 2015. "Employee Adaptive Behavior in Service Enactments," Journal of Business Research, Elsevier, vol. 68(2), pages 273-280.
    7. Ragin, Charles C., 2006. "Set Relations in Social Research: Evaluating Their Consistency and Coverage," Political Analysis, Cambridge University Press, vol. 14(03), pages 291-310, June.
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    10. repec:ucp:bkecon:9780226702766 is not listed on IDEAS
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