PARTISIPASI PELANGGAN, ANTESEDEN DAN PENGARUHNYA TERHADAP KUALITAS JASA: PERSPEKTIF SERVICE-DOMINANT LOGIC

Penulis

  • Dwinita Laksmidewi Universitas Katolik Indonesia Atma Jaya

DOI:

https://doi.org/10.25170/jm.v11i2.824

Kata Kunci:

Customer Participation, Service-Dominant Logic, Service Encounter

Abstrak

This paper studies customers as active participants in service encounter. Based on Service-Dominant Logic perspective, this paper discusses previous research related to antecedents of customer participation, and its effect on service quality. The author reveals that there is an inconsistency in previous research, the customer participation has a positive effect or otherwise negatively affect the perceived service quality. The author proposes some proposition that perceived service risk, customer readiness, and perceived control are antecedents of customer participation. Further, the author proposes that the effect of value creation on service quality is moderated by customer culture and organizational culture.

Referensi

Arnould, Eric J. & Thompson, Craig J.. (2005). Consumer Culture Theory (CCT) : Twenty years of research. Journal of Consumer Research. Vol. 31. No.4. p 868

Auh, Seigyoung; Bell, S. J.; McLeod, C. S., dan Shih, E.. (2007). Co-production and customer loyalty in financial services. Journal of Retailing. Vol. 83, no.3. p. 359-370

Bendapudi, Nooli & Leone R. P.. (2005). Psychological Implications of Partisipasi pelanggan in Co-Production. Journal of Marketing.Vol. 67. p 14–28

Bitner, M.J; Faranda, W.T. ; Hubbert, A.R dan Zeithaml, V.A.. (1997). Customer contributions and roles in service delivery. International Journal of Service Industry Management. Vol. 8, no. 3. p.193-205

Bodey, Kelli; Grace Debra (2006). Segmenting service “complainers” and “non-complainers” on the basis of consumer characteristics. Journal of Services Marketing. Vol. 20. No. 3. p.178-187

Bowers, Michael R. & Martin Charles L.. (2007). Trading places redux : employees as customers, customers as employees. Journal of Services Marketing. Vol. 21. no. 2. p. 88-98

Brady, Michael K. ; Cronin Jr. J. J.. (2001). Some new thought on conceptualizing persepsi kualitas jasa: a hierarchical approach. Journal of Marketing. Vol. 65, No. 3. P 34-49

Chan, Kimmy Wa, Yim C.K., and Lam S. S. K.. (2010). Is Partisipasi pelanggan in Value Creation a Double-Edged Sword? Evidence From Professional Financial Services Across Cultures. Journal of Marketing, Vol.74, 48-64

Cox,Anthony D., Cox D., & Zimet G.. (2006). Understanding Consumer Responses to Product Risk Information. Journal of Marketing.Vol. 70, p. 79–91

Cunningham, Lawrence F.; Gerlach J. H.; Harper M. D.; Young, C. E.. (2005). Perceived risk and the consumer buying process: internet airline reservations. International Journal of Service Industry Management. Vol. 16. No.4. p. 357-372

Etgar, Michael (2008). A descriptive model of the consumer co-production process. Journal of the Academy of Marketing Science. Vol. 36. p. 97-108

Ertimur, Burçak (2008). The Role of Perceived Control in Co-Production. European Advances in Consumer Research, Volume 8

Hsieh An-Tien, Yen C.H.; Chin K.C. (2004) : Participated Customer as partial employee and penyedia jasa workload. International Journal of Service Industry Management. Vol.15. p.187-199

Lloyd, Alison E.. (2003). The role of culture on partisipasi pelanggan in services. Hong Kong Polytechnic University

Lim, Nena (2003). Consumers’ perceived risk: sources versus consequences. Electronic Commerce Research and Applications. Vol. 2, p. 216–228

Makarem, Suzanne C.; Mudambi S.M., dan Podoshen, J.. (2009). Satisfaction in technology-enabled service encounters. Journal of Services Marketing. Vol. 23. No. 3. p. 134-144

Meuter, Matthew L.; Bitner M.J; Ostrom A.L & Brown S.W.. (2005). Choosing Among Alternative Service Delivery Modes: An investigation of Customer Trial of Self-Service Technologies. Journal of Marketing. Vol.69. p. 61-83

Payne, Andrian F. & Storbacka K. & Frow Pennie. (2008). Managing the co-creation of value. Journal of the Academy of Marketing Science. Vol. 36. p. 83-96

Saxena, Shruti. (2010). Consumer Participation and Perceived Service Quality in Extended Service Delivery and Consumption. Dissertation, Arizona State University

Shah, Denish; Rust Roland; Parasuraman A.; Staelin R.; Day George S.. (2006). The Path to Customer Centricity. Journal of Service Research. Vol. 9. No. 2. p. 113-124

Vargo, Stephen L. & Lusch, R. F.. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing. Vol. 68. p. 1-17

Vargo, Stephen L. & Lusch, R. F.. (2008). Service-dominant logic : continuing the evolution. Journal of the Academy of Marketing Science. Vol. 36. p. 1-10

Wright, L.T.; Newman, A.; Dennis, C.. (2006). Enhancing consumer empowerment. European Journal of Marketing. Vol. 40. No. 9/10. p. 925-935

Xie, Chunyan, Bagozzi R. P. & Troye S. V.. (2008). Trying to prosume: toward a theory of consumers as co-creators of value. Journal of the Academy of Marketing Science. p.109-122

Yen, HsiuJu R.; Gwinner K.P; Su W.. (2004). The impact of partisipasi pelanggan and service expectation on locus attributions following service failure. International Journal of Service Industry Management. Vol. 15. p. 7-26

Diterbitkan

2014-11-01
Abstract views: 417 | PDF downloads: 362