Title: Service convenience: review and directions

Authors: Kedar Bhatt

Addresses: Faculty of Marketing, Shri Chimanbhai Patel Institute of Management & Research, Ahmedabad, Gujarat, India

Abstract: Economies of the world have witnessed increasing significance of services in the last couple of decades, and services are consumed more than ever. Further, today's consumers are more time-stressed than ever and looking for options which can reduce their investment in terms of time and effort while they search, purchase, consume and dispose services. Owing to this, researchers have focused on conceptualising service convenience, which deals with time and effort as non-monetary resources as they are used during entire consumption process to create value. This paper reviews the existing literature on service convenience and examines the directions in which the past studies have focused. It highlights the gap in existing literature to identify future research directions in service convenience domain. Based on the literature review, antecedents and consequences of service convenience are identified and a comprehensive model, depicting the relationship of service convenience with other important constructs, has been developed.

Keywords: service convenience; service convenience dimensions; customer satisfaction.

DOI: 10.1504/IJSEM.2017.095449

International Journal of Services, Economics and Management, 2017 Vol.8 No.3, pp.208 - 226

Received: 19 May 2017
Accepted: 14 Mar 2018
Published online: 04 Oct 2018 *

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