Matches in SemOpenAlex for { <https://semopenalex.org/work/W2514344423> ?p ?o ?g. }
- W2514344423 endingPage "680" @default.
- W2514344423 startingPage "657" @default.
- W2514344423 abstract "Purpose The purpose of this paper is to investigate consumers’ responses to unsolicited cross-selling of supplementary paid-for services made during delivery of a core service, and the contextual and personal variables moderating those responses. Design/methodology/approach Three formal experiments test the effect on participants’ responses of the perceived relevance of the supplementary service to the core service, personal psychological reactance, in the case of a high-relevance supplementary service, and self-monitoring, in scenarios in which a low-relevance supplementary service is proposed either in public or privately. Findings The experiments found that participants’ satisfaction ratings were reduced in response to cross-selling of a supplementary service that was of low relevance to the core service, and that satisfaction ratings if it was perceived to be of high relevance compared were not reduced despite the unsolicited attempt at cross-selling. However, the non-negative response to a high-relevance offer was limited to participants with a lower tendency to reactance. Furthermore, a high predisposition to self-monitoring evoked more positive judgments if a low-relevance supplementary service was proposed in public rather than privately. That of low self-monitors was no different in either case. Originality/value This paper examines the trade-off faced by a service provider between customer satisfaction and extra revenue from supplementary services, and explores conditions under which a provider can propose unsolicited supplementary services without offending customers." @default.
- W2514344423 created "2016-09-16" @default.
- W2514344423 creator A5003982505 @default.
- W2514344423 creator A5027546593 @default.
- W2514344423 date "2016-09-12" @default.
- W2514344423 modified "2023-09-26" @default.
- W2514344423 title "Prompting additional purchases while providing service: does it offend the customer?" @default.
- W2514344423 cites W1964336577 @default.
- W2514344423 cites W1967836722 @default.
- W2514344423 cites W1969957040 @default.
- W2514344423 cites W1971119872 @default.
- W2514344423 cites W1974065322 @default.
- W2514344423 cites W1976486196 @default.
- W2514344423 cites W1979439403 @default.
- W2514344423 cites W1982385101 @default.
- W2514344423 cites W1991152273 @default.
- W2514344423 cites W1999894835 @default.
- W2514344423 cites W2000180876 @default.
- W2514344423 cites W2000788866 @default.
- W2514344423 cites W2000832906 @default.
- W2514344423 cites W2005146848 @default.
- W2514344423 cites W2006313988 @default.
- W2514344423 cites W2015671938 @default.
- W2514344423 cites W2017925634 @default.
- W2514344423 cites W2018832113 @default.
- W2514344423 cites W2026105743 @default.
- W2514344423 cites W2026705355 @default.
- W2514344423 cites W2029402142 @default.
- W2514344423 cites W2030539295 @default.
- W2514344423 cites W2030550957 @default.
- W2514344423 cites W2034640785 @default.
- W2514344423 cites W2036599485 @default.
- W2514344423 cites W2036871225 @default.
- W2514344423 cites W2043198397 @default.
- W2514344423 cites W2043578945 @default.
- W2514344423 cites W2049301942 @default.
- W2514344423 cites W2051072427 @default.
- W2514344423 cites W2054831314 @default.
- W2514344423 cites W2056312555 @default.
- W2514344423 cites W2059421651 @default.
- W2514344423 cites W2060067448 @default.
- W2514344423 cites W2062306206 @default.
- W2514344423 cites W2064683297 @default.
- W2514344423 cites W2068161296 @default.
- W2514344423 cites W2068980004 @default.
- W2514344423 cites W2069080128 @default.
- W2514344423 cites W2071074304 @default.
- W2514344423 cites W2079084267 @default.
- W2514344423 cites W2080946524 @default.
- W2514344423 cites W2083229775 @default.
- W2514344423 cites W2087909268 @default.
- W2514344423 cites W2090717710 @default.
- W2514344423 cites W2092212079 @default.
- W2514344423 cites W2093745265 @default.
- W2514344423 cites W2094748397 @default.
- W2514344423 cites W2104247356 @default.
- W2514344423 cites W2109791709 @default.
- W2514344423 cites W2120676760 @default.
- W2514344423 cites W2126623320 @default.
- W2514344423 cites W2128496648 @default.
- W2514344423 cites W2138228433 @default.
- W2514344423 cites W2145772324 @default.
- W2514344423 cites W2147653858 @default.
- W2514344423 cites W2149204228 @default.
- W2514344423 cites W2156355823 @default.
- W2514344423 cites W2159536829 @default.
- W2514344423 cites W2174628758 @default.
- W2514344423 cites W2233482070 @default.
- W2514344423 cites W2568386191 @default.
- W2514344423 cites W3121182017 @default.
- W2514344423 cites W3125477593 @default.
- W2514344423 cites W4231536446 @default.
- W2514344423 cites W4238576754 @default.
- W2514344423 cites W2001284142 @default.
- W2514344423 doi "https://doi.org/10.1108/jstp-10-2014-0232" @default.
- W2514344423 hasPublicationYear "2016" @default.
- W2514344423 type Work @default.
- W2514344423 sameAs 2514344423 @default.
- W2514344423 citedByCount "2" @default.
- W2514344423 countsByYear W25143444232018 @default.
- W2514344423 countsByYear W25143444232022 @default.
- W2514344423 crossrefType "journal-article" @default.
- W2514344423 hasAuthorship W2514344423A5003982505 @default.
- W2514344423 hasAuthorship W2514344423A5027546593 @default.
- W2514344423 hasConcept C10138342 @default.
- W2514344423 hasConcept C11012388 @default.
- W2514344423 hasConcept C112698675 @default.
- W2514344423 hasConcept C116537 @default.
- W2514344423 hasConcept C119599485 @default.
- W2514344423 hasConcept C119857082 @default.
- W2514344423 hasConcept C127413603 @default.
- W2514344423 hasConcept C144133560 @default.
- W2514344423 hasConcept C151730666 @default.
- W2514344423 hasConcept C15744967 @default.
- W2514344423 hasConcept C158154518 @default.
- W2514344423 hasConcept C162853370 @default.
- W2514344423 hasConcept C165801399 @default.
- W2514344423 hasConcept C176661527 @default.