Influence of customer value mind-set on affective and behavioral service outcomes: role of the scope and scale of service offerings at various touchpoints

ABSTRACT

Acknowledging the importance of institutional pluralism and food service firms’ dynamic capacity theory, this research examines customer service perception that could apply to develop or refine the possibility of different business logic in creating varied customer service outcomes. Using mixed methods, Study 1 uses the quantitative critical incident technique to measure how the business ability of service organizations should not be restricted by the type of business model. Based on the results of Study 1, a conceptual model was proposed for Study 2 and found that customers’ value mind-set and value construal can influence the overall customer service experience that can be formed in the customer construal level process. Further, business acumen can also yield a considerable range of emotional and physical inputs depending on the corresponding business logic. Actively managing the institutional pluralism of business logic, service firms are no longer restricted to an act imitated from business logic.

认识到制度多元化和食品服务公司动态能力理论的重要性，本研究考察了客户服务感知，可用于开发或完善不同业务逻辑在创造不同客户服务结果方面的可能性. 使用混合方法，研究1使用定量关键事件技术来衡量服务组织的业务能力如何不受业务模型类型的限制. 基于研究1的结果，为研究2提出了一个概念模型，并发现客户的价值心态和价值分析可以影响在客户分析层面过程中形成的整体客户服务体验此外，商业头脑还可以根据相应的商业逻辑产生相当大范围的情感和身体输入. 积极管理商业逻辑的制度多元化，服务公司不再局限于模仿商业逻辑的行为.

KEYWORDS:

• Institutional pluralism
• business logic
• value mind-set
• business acumen
• foodservice

Disclosure statement

No potential conflict of interest was reported by the author(s).

Supplementary material

Supplemental data for this article can be accessed online at https://doi.org/10.1080/19368623.2023.2173352