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International Journal of Service Industry Management最新文献

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Exploring tools for learning about customers in a service setting 探索在服务环境中了解客户的工具
International Journal of Service Industry Management Pub Date : 2008-10-10 DOI: 10.1108/09564230810903488
Karolina Wägar
{"title":"Exploring tools for learning about customers in a service setting","authors":"Karolina Wägar","doi":"10.1108/09564230810903488","DOIUrl":"https://doi.org/10.1108/09564230810903488","url":null,"abstract":"Purpose – The purpose of the paper is to explore how frontline contact persons appropriate and use learning tools from the socio‐cultural context for learning about customers in their everyday work.Design/methodology/approach – The study utilises an ethnographic‐research approach involving participant observations, informal conversations, and interviews among car salespersons and service advisors at a car‐retailing company.Findings – The study comes to two main conclusions. First, learning tools are appropriated and utilised for learning about customers in a two‐layered process: interactions between frontline contact persons and the socio‐cultural context; and interactions between frontline contact persons and customers. Secondly, learning about customers can be of two types: subject‐ or object‐driven learning.Practical implications – Tools that enhance the process of learning about customers can be developed within the socio‐cultural environment of an organisation whereas tools that inhibit the learning ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"47 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131936863","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 9
An examination of the impact of cultural orientation and familiarity in service encounter evaluations 考察文化取向和熟悉程度对服务遭遇评价的影响
International Journal of Service Industry Management Pub Date : 2008-10-10 DOI: 10.1108/09564230810903514
P. Patterson, A. Mattila
{"title":"An examination of the impact of cultural orientation and familiarity in service encounter evaluations","authors":"P. Patterson, A. Mattila","doi":"10.1108/09564230810903514","DOIUrl":"https://doi.org/10.1108/09564230810903514","url":null,"abstract":"Purpose – Customers' judgment of service quality is by and large based on their evaluation of personal experiences during the service encounter. The purpose of this study is to investigate from a customer perspective, the impact of familiarity (of the individual service provider) and cultural orientation on evaluations of both successful and failed service encounters.Design/methodology/approach – The authors employ an experimental design with data collected from student samples in the USA (Western, individualist culture) and Thailand (Eastern, collectivist culture).Findings – Results show an individual customer's cultural orientation, as well as familiarity (with a focal service provider), have an impact on perceptions and post‐purchase evaluations of both successful and unsuccessful service encounters.Originality/value – This research contributes to the services marketing and consumer behavior literature by shedding light onto the role of familiarity and cultural value orientation in influencing consumer...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"133 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121193433","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 75
Stressors and resources in customer service roles 客户服务角色中的压力源和资源
International Journal of Service Industry Management Pub Date : 2008-10-10 DOI: 10.1108/09564230810903479
D. Yagil, G. Luria, I. Gal
{"title":"Stressors and resources in customer service roles","authors":"D. Yagil, G. Luria, I. Gal","doi":"10.1108/09564230810903479","DOIUrl":"https://doi.org/10.1108/09564230810903479","url":null,"abstract":"Purpose – The purpose of this study is to explore the role of core self‐evaluations (CSE) as a coping resource in customer service roles.Design/methodology/approach – Questionnaires were administered to 265 service providers, measuring CSE, burnout, social stressors involved in interaction with customers (perceived customer negative behaviors and emotional regulation performed by service providers) and coping resources (service orientation and social support).Findings – The results show that CSE is negatively related to service provider burnout as reflected in depersonalization and emotional exhaustion, and positively related to a sense of accomplishment. CSE was also negatively related to perceived customer negative behaviors and to emotional regulation. The results show a partial mediation effect of emotional regulation on the relationship between CSE and burnout. Service orientation and social support were found to interact with CSE and enhance its effect on social stressors.Research limitations/implic...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"33 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114068271","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 70
Revisiting the smiling service worker and customer satisfaction 重新审视微笑的服务人员和顾客满意度
International Journal of Service Industry Management Pub Date : 2008-10-10 DOI: 10.1108/09564230810903460
Magnus Söderlund, S. Rosengren
{"title":"Revisiting the smiling service worker and customer satisfaction","authors":"Magnus Söderlund, S. Rosengren","doi":"10.1108/09564230810903460","DOIUrl":"https://doi.org/10.1108/09564230810903460","url":null,"abstract":"Purpose – The purpose of this paper is to examine if the service worker's display of smiles in the service encounter has an effect on customer satisfaction.Design/methodology/approach – An experimental design was used in which participants (N=220) were randomly allocated to one of four service encounters. Two variables were manipulated; the service worker with whom the participant interacted had either a neutral facial expression or a smiling facial expression, and the service worker was either male or female.Findings – The smiling service worker produced a higher level of customer satisfaction than the neutral service worker, regardless of the sex of the service worker (and the sex of the participant). In addition, the results indicate that this outcome involved both emotional contagion and affect infusion.Originality/value – This paper extends the service literature's discourse on the impact of the service worker's smile behavior on customer satisfaction by including intermediate variables such as appra...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"42 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126646673","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 114
Revisit service classification to construct a customer‐oriented integrative service model 重新审视服务分类，构建以顾客为中心的一体化服务模型
International Journal of Service Industry Management Pub Date : 2008-10-10 DOI: 10.1108/09564230810903505
Chun-Hsien Liu, Chu-Ching Wang, Yueh-Hua Lee
{"title":"Revisit service classification to construct a customer‐oriented integrative service model","authors":"Chun-Hsien Liu, Chu-Ching Wang, Yueh-Hua Lee","doi":"10.1108/09564230810903505","DOIUrl":"https://doi.org/10.1108/09564230810903505","url":null,"abstract":"Purpose – The purpose of this paper is to construct a customer‐oriented integrative service model based on the generic service process. Business strategies can then be formulated by using the model.Design/methodology/approach – The key classifying dimensions and their respective attributes are identified through literature reviews. Operational dimensions are formed by combining their attributes weighted by manager‐determined importance weights (IW). A generalized mathematical model is built to integrate the core services of a firm with customer‐based performance weight (PW). The integrative service model is constructed by combining the operational dimensions.Findings – The selected classification model covers knowledge, information and virtual space dimensions that most of the previous service‐process based model lack. The developed model is simpler to understand and to use for managers comparing to the other complicated mathematical models.Research limitations/implications – Empirical studies need to be ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126495056","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 28
Development of an integrated product‐service roadmap with QFD 用QFD开发集成的产品-服务路线图
International Journal of Service Industry Management Pub Date : 2008-10-10 DOI: 10.1108/09564230810903497
Y. An, Sungjoon Lee, Yongtae Park
{"title":"Development of an integrated product‐service roadmap with QFD","authors":"Y. An, Sungjoon Lee, Yongtae Park","doi":"10.1108/09564230810903497","DOIUrl":"https://doi.org/10.1108/09564230810903497","url":null,"abstract":"Purpose – The purpose of this paper is to provide a concrete integrated roadmap structure and a supporting tool for efficient roadmapping, to enhance interdisciplinary research on product‐service.Design/methodology/approach – The paper first clarifies definitions based on literature review. Next, the integrated roadmap structure is designed by overcoming limitations of the existing product‐service roadmaps. Lastly, a modified quality function deployment technique is developed to be used as a means for the integration process and applied to the mobile communications industry for the case study.Findings – The suggested roadmap and roadmapping process have potential advantages that can help strategic planning and management of product‐service.Research limitations/implications – There are issues related to complexity of the suggested technique and completeness of the case study.Practical implications – The suggested approach stimulates communication and knowledge sharing between manufacturers and service prov...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123861359","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 76
The influence of selling behaviors on customer relationships in financial services 金融服务中销售行为对客户关系的影响
International Journal of Service Industry Management Pub Date : 2008-08-08 DOI: 10.1108/09564230810891905
Min-Hsin Huang
{"title":"The influence of selling behaviors on customer relationships in financial services","authors":"Min-Hsin Huang","doi":"10.1108/09564230810891905","DOIUrl":"https://doi.org/10.1108/09564230810891905","url":null,"abstract":"Purpose – To compare the selling orientation (SO) versus customer orientation (CO) selling behavior of a service employee and examine the impacts of SO versus CO behavior on customer relationship quality and retention in financial services selling. Specifically, this research hypothesizes that a salesperson's SO is negatively related to relationship quality while salesperson's CO is positively related to relationship quality.Design/methodology/approach – A conceptual framework is proposed that considers customer retention as a consequence, and a service employees' SOCO behavior as an antecedent of, relationship quality. Structural equation modeling techniques are applied to data collected from customers in the two important financial services (insurance and banking) in Taiwan to test the framework.Findings – A service employee with CO approach increases relationship quality while a SO approach decreases relationship quality with customers. Furthermore, relationship quality is verified to positively affect...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129403513","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 74
Key strategies for the successful involvement of customers in the co‐creation of new technology‐based services 客户成功参与新技术服务共同创造的关键策略
International Journal of Service Industry Management Pub Date : 2008-08-08 DOI: 10.1108/09564230810891914
P. Kristensson, Jonas Matthing, Niklas Johansson
{"title":"Key strategies for the successful involvement of customers in the co‐creation of new technology‐based services","authors":"P. Kristensson, Jonas Matthing, Niklas Johansson","doi":"10.1108/09564230810891914","DOIUrl":"https://doi.org/10.1108/09564230810891914","url":null,"abstract":"Purpose – The aim is to propose a conceptual framework consisting of research propositions concerning the key strategies required for the successful involvement of customers in the co‐creation of new technology‐based services.Design/methodology/approach – The methodology involves a single case study from which data are derived and analyzed using the grounded theory methodology of “constant comparative analysis.” User‐generated ideas for future mobile phone services are collected from four user involvement projects and analyzed at several workshops attended by senior managers from telecommunications firms.Findings – Seven key strategies are identified as being essential for successful user involvement in new product development. Each strategy is described and illustrated in relation to existing theory and presented as a research proposition.Research limitations/implications – The exploratory nature of the research means that the findings are tentative and need to be confirmed in other settings by other res...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116933376","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 499
The relationships between operations strategies and operations activities in service context 服务上下文中操作策略和操作活动之间的关系
International Journal of Service Industry Management Pub Date : 2008-08-08 DOI: 10.1108/09564230810891932
D. Prajogo, C. McDermott
{"title":"The relationships between operations strategies and operations activities in service context","authors":"D. Prajogo, C. McDermott","doi":"10.1108/09564230810891932","DOIUrl":"https://doi.org/10.1108/09564230810891932","url":null,"abstract":"Purpose – The present study aims to empirically explore the relationships between selected operations strategies and the associated operations activities. Specifically, for service firms targeting specific competitive priorities, it examines the extent to which there are significant differences in the relationships between these priorities and the operations activities among high‐ versus low‐performing firms.Design/methodology/approach – The empirical data for this study were drawn from 190 managers of the Australian service organisations whose primary responsibilities were related to the daily operations of the firms. The targeted service organisations encompassed various sectors including transportation, communication, banking, insurance, health care, education, wholesale, retail, and professional services.Findings – The results show that high‐performing firms have stronger relationships between their operations strategies and operations activities than low‐performing firms. The results also reveal how ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129967768","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 27
In Search of a New Logic for Marketing – Foundations of Contemporary Theory 寻找营销的新逻辑——当代理论基础
International Journal of Service Industry Management Pub Date : 2008-08-08 DOI: 10.1108/09564230810891950
J. Reynoso
{"title":"In Search of a New Logic for Marketing – Foundations of Contemporary Theory","authors":"J. Reynoso","doi":"10.1108/09564230810891950","DOIUrl":"https://doi.org/10.1108/09564230810891950","url":null,"abstract":"","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117075023","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 36
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