ItemArticle

The role of service customisation and process innovation in enhancing customer satisfaction and engagement in pet care services: Evidence from India and the UAE

Title
The role of service customisation and process innovation in enhancing customer satisfaction and engagement in pet care services: Evidence from India and the UAE
Creator
Alagarsamy, Subburaj; Moorthy, Vasudevan; Banerjee, Jayanta
Description
This study examines the impact of pet care service quality on customer satisfaction and engagement, with a focus on the moderating effects of service customization and process innovation in India (Study 1) and the UAE (Study 2). Using an adapted SERVPERF model, data was collected from 221 Indian and 238 UAE pet owners and analyzed through PLS-SEM and multi-group analysis (MGA). Findings reveal that in India, assurance, reliability, and responsiveness significantly influence customer satisfaction, which enhances engagement, but service customization and process innovation showed no significant moderating effect. In the UAE, reliability is the sole driver of satisfaction, while service customization and process innovation significantly moderate the satisfaction-engagement relationship. The PLS-MGA results confirmed that the moderating effect of service customization and process innovation was significantly stronger in the UAE than in India, suggesting that UAE consumers place greater value on personalized and technology-driven services, while Indian consumers prioritize fundamental service quality dimensions. These findings provide theoretical contributions by extending SERVPERFs applicability in the pet care industry and managerial implications for service providers aiming to optimize customer experience, engagement, and retention in emerging markets. 2025 American Society for Quality.
Source
Quality Management Journal;Volume;32;Issue;3;pp.129-150
Date
01-01-2025
Publisher
Taylor and Francis Ltd.
Subject
Customer engagement; moderation; pet care services; service customization, process innovation; service quality
Coverage
Alagarsamy S., School of Business, Manipal Academy of Higher Education, Dubai International Academic City, Dubai, United Arab Emirates; Moorthy V., School of Business and Management, Christ (Deemed to be University), Bangalore, India; Banerjee J., College of Business, City University, Ajman, United Arab Emirates
Rights
Restricted Access; Hardcopy may be available in the library
Relation
ISSN: 10686967;
Format
online
Language
English
Type
Article

Citation

Alagarsamy, Subburaj; Moorthy, Vasudevan; Banerjee, Jayanta, “The role of service customisation and process innovation in enhancing customer satisfaction and engagement in pet care services: Evidence from India and the UAE,” CHRIST (Deemed To Be University) Institutional Repository, accessed June 18, 2026, https://archives.christuniversity.in/items/show/22698.

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