Curtin University Homepage
  • Library
  • Help
    • Admin

    espace - Curtin’s institutional repository

    JavaScript is disabled for your browser. Some features of this site may not work without it.
    View Item 
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item

    Does Employee Performance Affect Customer Loyalty in Pharmacy Services?

    Access Status
    Fulltext not available
    Authors
    Rabbanee, Fazlul
    Burford, Oksana
    Ramaseshan, Balasubramani
    Date
    2015
    Type
    Journal Article
    
    Metadata
    Show full item record
    Citation
    Rabbanee, F. and Burford, O. and Ramaseshan, B. 2015. Does Employee Performance Affect Customer Loyalty in Pharmacy Services? Journal of Service Theory and Practice. 25 (6): pp. 725-743.
    Source Title
    Journal of Service Theory and Practice
    DOI
    10.1108/JSTP-06-2014-0126
    ISSN
    2055-6225
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/9755
    Collection
    • Curtin Research Publications
    Abstract

    Purpose: Employees in community pharmacies play a far significant and distinct role compared to the employees in traditional retail stores. This paper examines the effects of employee performance on customer loyalty of pharmacy services. Design/methodology/approach: Data were collected through a self-administered survey filled in by the customers of 25 community pharmacies. A total of 679 completely filled-in questionnaires were analysed. The proposed model was tested through structural equation modelling using AMOS 22. Findings: Employee performance positively affects pharmacy customers’ perceived value, trust and loyalty. Perceived value and trust fully mediates the relationships between employee performance and customers’ attitudinal and behavioural loyalty. Unlike short term customers, the long term relational customers’ perceived value was found to have significant impact on their trust and behavioural loyalty. Research limitations: This study is based on the Australian community pharmacy industries; hence, caution must be exercised in the generalization of the results to other countries. The study has considered only perceived value and trust in examining the link between the employee performance and customer loyalty. Other variables such as commitment could possibly influence the link, which has not been considered in this study. Originality/value: The study contributes to the existing literature by focusing on how employee performance influences both attitudinal and behavioural loyalty of pharmacy customers. It shows empirical evidence that employee performance influences customers’ perceived value and trust en-route to influencing their loyalty. The study measures employee performance based on both empathy and service provider performance covering a broader spectrum of the construct.

    Related items

    Showing items related by title, author, creator and subject.

    • When 'trust in top management' matters to organisational performance and effectiveness: the impact of senior manager role-modelling and group cohesiveness
      Eng, Ngiang Jiang (2010)
      While ‘trust in top management’ matters to organisational performance and effectiveness, low trust in top management remains an issue in many organisations despite their efforts in building trust. The persistence of such ...
    • Trust and reputation for service-oriented environments: Technologies for building business intelligence and consumer confidence
      Chang, Elizabeth; Dillon, Tharam S.; Hussain, Farookh (2006)
      Trust has played a central role in human relationships and hence has been the subject of study in many fields including business, law, social science, philosophy and psychology. It has played a pivotal role in forming ...
    • Offshore Outsourcing of Customer Services - Boon or Bane?
      Sharma, Piyush (2012)
      Purpose: Offshore outsourcing of customer services is growing rapidly but there is little known about its impact on customer perceptions and behavior. This paper aims to combine the learnings from the country‐of‐origin ...
    Advanced search

    Browse

    Communities & CollectionsIssue DateAuthorTitleSubjectDocument TypeThis CollectionIssue DateAuthorTitleSubjectDocument Type

    My Account

    Admin

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    Follow Curtin

    • 
    • 
    • 
    • 
    • 

    CRICOS Provider Code: 00301JABN: 99 143 842 569TEQSA: PRV12158

    Copyright | Disclaimer | Privacy statement | Accessibility

    Curtin would like to pay respect to the Aboriginal and Torres Strait Islander members of our community by acknowledging the traditional owners of the land on which the Perth campus is located, the Whadjuk people of the Nyungar Nation; and on our Kalgoorlie campus, the Wongutha people of the North-Eastern Goldfields.