Front-office Managers’ Perception On Consumer-oriented Service Experiences

Author(s) : Dr Jagwinder Singh, Shivani Saini
ISSN : 0974-497
Year : November 2015 | Volume : 9 | Issue : 4/4

The paper aims to assess the front-office managers' perception about the consumeroriented service experiences. The empirical study has been conducted by taking a sample of 90 employees from three diverse service categories i.e. (Health Clinics and Hospitals), Retail (Convenience Stores), and Wellness (Beauty Salons and Gym/Fitness Centers). An exploratory factor analysis (EFA) in SPSS18.0 has been performed to draw the various service experience elements. Factor analysis extracted eight factors; feedback management, people, reliability, assortments and surprises, ease, sensorial, lifestyle, and communications. These factors provide valuable insights into front-office managers' perception about service experiences in health, retail, and wellness services. In particular, feedback of front-office managers' of health, retail, and wellness firms provides a strong measure to understand the consumers� perception about various service experiences. Based on the results, management of service firms should value frontoffice managers' opinions about service experiences in the formulation of strategies to provide the right service experiences.


Download File Download File Open File