Triadic relationship between customers, service providers and government in a highly regulated industry
Article
Article Title | Triadic relationship between customers, service providers and government in a highly regulated industry |
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ERA Journal ID | 19837 |
Article Category | Article |
Authors | Quach, Sara, Thaichon, Park and Hewege, Chandana |
Journal Title | Journal of Retailing and Consumer Services |
Journal Citation | 55 |
Article Number | 102148 |
Number of Pages | 13 |
Year | Jul 2020 |
Publisher | Elsevier |
Place of Publication | United Kingdom |
ISSN | 0969-6989 |
1873-1384 | |
Digital Object Identifier (DOI) | https://doi.org/10.1016/j.jretconser.2020.102148 |
Web Address (URL) | https://www.sciencedirect.com/science/article/abs/pii/S0969698919311725 |
Abstract | This study investigates the triadic interplay among the government, service providers and customers in a highly regulated environment in a centrally planned economy influenced by communist political ideology. In order to answer the research question, we conducted two studies: Study 1 is a qualitative study aiming at exploring various aspects of the triadic interplay among customers, service providers and the regulatory framework, and Study 2 employed a quantitative approach to validate some findings in Study 1. It was found that the relationships between the three main entities in the market were not balanced. Service providers were more passive in their relationship with regulators. In addition, communications between customers and regulators were limited and not well-established. Customers had not been sufficiently engaged and thus, had little voice in the formulation of regulations. Furthermore, the perception of a firm's service quality and innovativeness was different among customers with different levels of perceived regulatory control and regulatory knowledge. As regulatory control and knowledge increased, customers were more likely to perceive a higher level of service quality and innovativeness. The research extends the domain of relationship marketing by incorporating the influence of the government or regulatory framework in the relationship between customers and service providers. The findings of this study can provide practical insights for policymakers and help service providers to effectively manage the relationships with their customers and regulatory bodies. |
Keywords | Service providers ; Triadic relationship ; Government; Highly regulated industry ; Service quality ; Innovativeness; Perceived regulatory control ; Regulatory knowledge |
ANZSRC Field of Research 2020 | 350605. Marketing management (incl. strategy and customer relations) |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Griffith University |
Swinburne University of Technology |
https://research.usq.edu.au/item/xx0x2/triadic-relationship-between-customers-service-providers-and-government-in-a-highly-regulated-industry
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