Oxiat Labadisos | Mindanao State University at Naawan, Mindanao, Philippines (original) (raw)

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Papers by Oxiat Labadisos

Journal of the Academy …, Jan 1, 2004

Although researchers and managers pay increasing attention to customer value, satisfaction, loyal... more Although researchers and managers pay increasing attention to customer value, satisfaction, loyalty, and switching costs, not much is known about their interrelationships. Prior research has examined the relationships within subsets of these constructs, mainly in the business-toconsumer (B2C) environment. The authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting. On the basis of the cognition-affect-behavior model, the authors hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and that customer satisfaction and loyalty have significant reciprocal effects on each other. Furthermore, the potential interaction effect of satisfaction and switching costs, and the quadratic effect of satisfaction, on loyalty are explored. The authors test the hypotheses on data obtained from a courier service provider in a B2B context. The results support most of the hypotheses and, in particular, confirm the mediating role of customer satisfaction.

The Journal of Personal Selling and Sales …, Jan 1, 2001

... The customer type (national, cooperative, or independent retailers) was provided tous from th... more ... The customer type (national, cooperative, or independent retailers) was provided tous from the seller. Measure development. ... The only deleted item was in the satisfaction with margins scale, which did not load well on its intended factor. ...

Journal of retailing, Jan 1, 1997

For over a decade, customer satisfaction has received increasing attention in marketing (e.g., Ch... more For over a decade, customer satisfaction has received increasing attention in marketing (e.g., Churchill and Surprenant, 1982;. Previous research on major retail purchases such as appliances and automobiles suggests several possible antecedents of product satisfaction including disconfirmation of product expectations and product performance . These studies. and others, illustrate that most previously identified antecedents of customer satisfaction with a product are directly related to consumer beliefs concerning the product's performance, particularly as it relates to pre-purchase expectations . A limited number of studies also have identified certain non-product factors as potential determinants of customer satisfaction with a product (e.g., Oliver and Swan, 1989b;. APPENDIX 1 SOCO Measures Scale/Item Standardized Regression Coeffinen t5 Alpha Customer Orientation Sub-scale 1 (COl) Answered my questions about vehicles as honestly as possible.

... Satisfaction. Having used Bob's book in my MBA seminars on customer satisfaction... more ... Satisfaction. Having used Bob's book in my MBA seminars on customer satisfaction and in numer-ous professional seminars, I am indebted to his ground-breaking effort in writing the book on customer satisfaction measurement. MY ...

Cooperative Information Agents II Learning, Mobility …, Jan 1, 1998

A key lesson learned from economic and game theory research is that negotiation protocols have su... more A key lesson learned from economic and game theory research is that negotiation protocols have substantial, rippling effects on the overall nature of the system. online auctions are increasingly popular negotiation protocols for software agents (and humans) to compete on the prices of goods and services. This paper takes a critical look at these competitive protocols in retail markets from economic, game theoretic, and business perspectives. Our analysis suggests that online auction protocols are, in fact, less efficient and more hostile than would be expected (or desired) in retail markets. Furthermore, we identify the importance of customer satisfaction and propose more cooperative multiagent decision analysis tools (e..g, Multi-Attribute Utility Theory) and negotiation protocols (e.g., Distributed Constraint Satisfaction) as promising techniques to support it.

Total Quality Management, Jan 1, 2000

... 1993, p. 56) described the concept of partnering as ``the creation of cooperative business al... more ... 1993, p. 56) described the concept of partnering as ``the creation of cooperative business alliances ... the importance of the role of suppliers in helping companies obtain high customer satisfaction. ... Instead, a relational and co-operative approach will be more eVective in getting co ...

European Journal of Operational …, Jan 1, 2004

A problem of identifying key drivers in customer satisfaction analysis is considered in relation ... more A problem of identifying key drivers in customer satisfaction analysis is considered in relation to Kano theory on the relationship between product quality and customer satisfaction using tools from Cooperative Game Theory and Risk Analysis. We use Shapley Value and Attributable Risk techniques to identify priorities of key drivers of customer satisfaction, or key dissatisfiers and key enhancers. We demonstrate the theoretical and practical advantages of Shapley Value and Attributable Risk concepts in elaborating optimal marketing strategy.

International Journal of Service …, Jan 1, 2005

Purpose -The aim of the paper is to contribute to a better understanding of the theory of attract... more Purpose -The aim of the paper is to contribute to a better understanding of the theory of attractive quality through an empirical investigation of an e-service. Our focus is on the consistency of different levels of service attributes and their dynamics. Our empirical investigation aims to increase both the validity of the theory of attractive quality and the use of technology readiness as a means to understand the variation of customer perceptions of service attributes. Design/methodology/approach -A survey of customers' technology readiness, usage and perceptions of an e-service was conducted. Four propositions concerning the consistency and dynamics of Kano's theory of attractive quality are tested, mainly using general linear models. Findings -Our results show that by investigating customers at different stages of the service adoption curve, a better understanding of certain dynamics of service attributes can be achieved. When the e-service was introduced, it was perceived as indifferent; at present it is seen as an attractive service by the market. But the early adopters of e-services already regard it as a one-dimensional or a must-be service. Originality/value -The study provides a new framework and methodology for how to investigate the dynamics of service attributes, not only between individuals within different market segments, but also at different service attribute levels. From a managerial standpoint, our results suggest consequential insight about the life cycle of the services that an organization provides to its customers.

Journal of the Academy …, Jan 1, 2004

Although researchers and managers pay increasing attention to customer value, satisfaction, loyal... more Although researchers and managers pay increasing attention to customer value, satisfaction, loyalty, and switching costs, not much is known about their interrelationships. Prior research has examined the relationships within subsets of these constructs, mainly in the business-toconsumer (B2C) environment. The authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting. On the basis of the cognition-affect-behavior model, the authors hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and that customer satisfaction and loyalty have significant reciprocal effects on each other. Furthermore, the potential interaction effect of satisfaction and switching costs, and the quadratic effect of satisfaction, on loyalty are explored. The authors test the hypotheses on data obtained from a courier service provider in a B2B context. The results support most of the hypotheses and, in particular, confirm the mediating role of customer satisfaction.

The Journal of Personal Selling and Sales …, Jan 1, 2001

... The customer type (national, cooperative, or independent retailers) was provided tous from th... more ... The customer type (national, cooperative, or independent retailers) was provided tous from the seller. Measure development. ... The only deleted item was in the satisfaction with margins scale, which did not load well on its intended factor. ...

Journal of retailing, Jan 1, 1997

For over a decade, customer satisfaction has received increasing attention in marketing (e.g., Ch... more For over a decade, customer satisfaction has received increasing attention in marketing (e.g., Churchill and Surprenant, 1982;. Previous research on major retail purchases such as appliances and automobiles suggests several possible antecedents of product satisfaction including disconfirmation of product expectations and product performance . These studies. and others, illustrate that most previously identified antecedents of customer satisfaction with a product are directly related to consumer beliefs concerning the product's performance, particularly as it relates to pre-purchase expectations . A limited number of studies also have identified certain non-product factors as potential determinants of customer satisfaction with a product (e.g., Oliver and Swan, 1989b;. APPENDIX 1 SOCO Measures Scale/Item Standardized Regression Coeffinen t5 Alpha Customer Orientation Sub-scale 1 (COl) Answered my questions about vehicles as honestly as possible.

... Satisfaction. Having used Bob's book in my MBA seminars on customer satisfaction... more ... Satisfaction. Having used Bob's book in my MBA seminars on customer satisfaction and in numer-ous professional seminars, I am indebted to his ground-breaking effort in writing the book on customer satisfaction measurement. MY ...

Cooperative Information Agents II Learning, Mobility …, Jan 1, 1998

A key lesson learned from economic and game theory research is that negotiation protocols have su... more A key lesson learned from economic and game theory research is that negotiation protocols have substantial, rippling effects on the overall nature of the system. online auctions are increasingly popular negotiation protocols for software agents (and humans) to compete on the prices of goods and services. This paper takes a critical look at these competitive protocols in retail markets from economic, game theoretic, and business perspectives. Our analysis suggests that online auction protocols are, in fact, less efficient and more hostile than would be expected (or desired) in retail markets. Furthermore, we identify the importance of customer satisfaction and propose more cooperative multiagent decision analysis tools (e..g, Multi-Attribute Utility Theory) and negotiation protocols (e.g., Distributed Constraint Satisfaction) as promising techniques to support it.

Total Quality Management, Jan 1, 2000

... 1993, p. 56) described the concept of partnering as ``the creation of cooperative business al... more ... 1993, p. 56) described the concept of partnering as ``the creation of cooperative business alliances ... the importance of the role of suppliers in helping companies obtain high customer satisfaction. ... Instead, a relational and co-operative approach will be more eVective in getting co ...

European Journal of Operational …, Jan 1, 2004

A problem of identifying key drivers in customer satisfaction analysis is considered in relation ... more A problem of identifying key drivers in customer satisfaction analysis is considered in relation to Kano theory on the relationship between product quality and customer satisfaction using tools from Cooperative Game Theory and Risk Analysis. We use Shapley Value and Attributable Risk techniques to identify priorities of key drivers of customer satisfaction, or key dissatisfiers and key enhancers. We demonstrate the theoretical and practical advantages of Shapley Value and Attributable Risk concepts in elaborating optimal marketing strategy.

International Journal of Service …, Jan 1, 2005

Purpose -The aim of the paper is to contribute to a better understanding of the theory of attract... more Purpose -The aim of the paper is to contribute to a better understanding of the theory of attractive quality through an empirical investigation of an e-service. Our focus is on the consistency of different levels of service attributes and their dynamics. Our empirical investigation aims to increase both the validity of the theory of attractive quality and the use of technology readiness as a means to understand the variation of customer perceptions of service attributes. Design/methodology/approach -A survey of customers' technology readiness, usage and perceptions of an e-service was conducted. Four propositions concerning the consistency and dynamics of Kano's theory of attractive quality are tested, mainly using general linear models. Findings -Our results show that by investigating customers at different stages of the service adoption curve, a better understanding of certain dynamics of service attributes can be achieved. When the e-service was introduced, it was perceived as indifferent; at present it is seen as an attractive service by the market. But the early adopters of e-services already regard it as a one-dimensional or a must-be service. Originality/value -The study provides a new framework and methodology for how to investigate the dynamics of service attributes, not only between individuals within different market segments, but also at different service attribute levels. From a managerial standpoint, our results suggest consequential insight about the life cycle of the services that an organization provides to its customers.