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Service Satisfaction–Market Share Relationships in Partnered Hybrid Offerings

By: Contributor(s): Material type: TextTextDescription: 86-103. pSubject(s): In: FRAZIER GARY L. JOURNAL OF MARKETINGSummary: Many goods manufacturers and service providers jointly deliver partnered hybrid offerings to achieve competitive advantage and superior performance. In such cases, service providers may emphasize different aspects of service in their offerings. Do service providers and goods manufacturers benefit equally from emphasizing service satisfaction? Do the performance effects of emphases on different aspects of service satisfaction vary across different goods? The authors examine the effects of emphases on two aspects of service satisfaction, relational service (interactions with the service provider’s staff) and service environment (service provider’s facilities), on the market shares of service and goods components of partnered hybrid offerings. Using multiple secondary data sources from the U.S. automobile industry between 2009 and 2015, the authors find that emphasizing relational service satisfaction increases service market share but decreases goods market share. Counterintuitively, emphasizing service environment satisfaction decreases service market share. Furthermore, the vertical quality of the good moderates these relationships. The findings generate actionable guidelines to improve market shares by adjusting relational service satisfaction and service environment satisfaction in the partnered hybrid offerings context.
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Holdings
Item type Current library Call number Vol info Status Notes Date due Barcode Item holds
Journal Article Journal Article Main Library Vol 81, No 5/ 5557982JA6 (Browse shelf(Opens below)) Available 5557982JA6
Journals and Periodicals Journals and Periodicals Main Library On Display JRNL/GEN/Vol 81, No 5/5557982 (Browse shelf(Opens below)) Vol 81, No 5 (17/11/2017) Not for loan September, 2017 5557982
Total holds: 0

Many goods manufacturers and service providers jointly deliver partnered hybrid offerings to achieve competitive advantage and superior performance. In such cases, service providers may emphasize different aspects of service in their offerings. Do service providers and goods manufacturers benefit equally from emphasizing service satisfaction? Do the performance effects of emphases on different aspects of service satisfaction vary across different goods? The authors examine the effects of emphases on two aspects of service satisfaction, relational service (interactions with the service provider’s staff) and service environment (service provider’s facilities), on the market shares of service and goods components of partnered hybrid offerings. Using multiple secondary data sources from the U.S. automobile industry between 2009 and 2015, the authors find that emphasizing relational service satisfaction increases service market share but decreases goods market share. Counterintuitively, emphasizing service environment satisfaction decreases service market share. Furthermore, the vertical quality of the good moderates these relationships. The findings generate actionable guidelines to improve market shares by adjusting relational service satisfaction and service environment satisfaction in the partnered hybrid offerings context.

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