Modeling service alliances: An exploratory investigation of spillover effects in service partnerships

• 成果类型: Article
• 署名作者: Bourdeau, Brian L.; Cronin, J. Joseph, Jr.; Voorhees, Clay M.
• 署名单位: Auburn University System; Auburn University; State University System of Florida; Florida State University; Michigan State University; Michigan State University's Broad College of Business
• 刊物名称: STRATEGIC MANAGEMENT JOURNAL
• ISSN/ISSBN: 0143-2095
• DOI: 10.1002/smj.617
• 发表日期: 2007
• 页码: 609-622
• 关键词: service quality; service alliances; structural equation modeling; moderation analysis; Spillover effects

摘要

The objective of the current study is to provide a preliminary look at the process by which consumers evaluate alliances between service providers. Specifically, the study demonstrates how the service quality of one partner can impact, or 'spill over' onto, consumers' evaluations of their transactions with a second partner, and how the performances of partners can have differing, effects on customers' intentions to reuse a service partnership. The study tests hypotheses related to the quality, value, and reuse intentions of customers relative to the partnered service through a sample of 334 customers utilizing a seamlesss service alliance. Our results suggest that spillover effects of service partnerships can either result in beneficial gains for service partners or produce grave consequences when partner providers' service quality is substandard. Copyright (c) 2007 John Wiley & Soils, Ltd.