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International Journal of Service Industry Management最新文献

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Applying the service profit chain to analyse retail performance 运用服务利润链分析零售业绩
International Journal of Service Industry Management Pub Date : 2005-09-01 DOI: 10.1108/09564230510613997
Michael Pritchard, R. Silvestro
{"title":"Applying the service profit chain to analyse retail performance","authors":"Michael Pritchard, R. Silvestro","doi":"10.1108/09564230510613997","DOIUrl":"https://doi.org/10.1108/09564230510613997","url":null,"abstract":"Purpose – The purpose of this paper is to apply Heskett, Sasser and Schlesinger's service profit chain to a single retail service with a view to developing a better understanding of the performance linkages between employee perceptions and performance, customer perceptions and behaviour, and financial performance.Design/methodology/approach – The research was based on the case study of a UK home improvement store chain. Measures of each of the variables in the service profit chain were analysed using Pearson's correlation coefficient, with a dataset based on 75 stores.Findings – Although analysis of the performance relationships revealed many interesting correlations, the data lent little support for some of the expected linkages; in particular, the “satisfaction mirror” effect between employee and customer satisfaction and loyalty, and the link between customer loyalty and financial performance. The possible asymmetries and non‐linearity of certain performance relationships may also have added to the dif...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"35 31","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"120813533","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: 88
The business value of e‐government for small firms 电子政务对小企业的商业价值
International Journal of Service Industry Management Pub Date : 2005-09-01 DOI: 10.1108/09564230510614022
D. Thompson, R. Rust, Jeffrey Rhoda
{"title":"The business value of e‐government for small firms","authors":"D. Thompson, R. Rust, Jeffrey Rhoda","doi":"10.1108/09564230510614022","DOIUrl":"https://doi.org/10.1108/09564230510614022","url":null,"abstract":"Purpose – To propose and test a model about the business value of government electronic services (e‐government) to small firms. Two dimensions of e‐government use (search‐oriented and transaction‐oriented) are measured and the effects of three types of e‐government benefits on small firms' profitability are tested.Design/methodology/approach – Survey of 100 small firms in three states of the USA (Maryland, New York, and Washington).Findings – Small firms' information technology capabilities are positively associated with the use of e‐government services. Search‐oriented use of e‐government is positively related to enhanced intelligence generation, new business development, and time savings. The relationship between use of e‐government and profitability is mediated by firms' intelligence generation.Research limitations/implications – The study uses self‐reported data and was based on a sample of firms from three states of the USA. Thus results are limited by the specificity of this geographic context.Pract...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122322480","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: 77
Service Quality: Research Perspectives 服务品质:研究视角
International Journal of Service Industry Management Pub Date : 2005-09-01 DOI: 10.1108/09564230510614121
Olivier Furrer
{"title":"Service Quality: Research Perspectives","authors":"Olivier Furrer","doi":"10.1108/09564230510614121","DOIUrl":"https://doi.org/10.1108/09564230510614121","url":null,"abstract":"Bespreking van: B. Schneider,Service Quality: Research Perspective Thousand Oaks, CA:Sage ,2004","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126780222","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: 12
Past progress and future directions in conceptualizing customer perceived value 顾客感知价值概念化的过去进展和未来方向
International Journal of Service Industry Management Pub Date : 2005-09-01 DOI: 10.1108/09564230510613988
Chien-Hsin Lin, P. J. Sher, Hsin-Yu Shih
{"title":"Past progress and future directions in conceptualizing customer perceived value","authors":"Chien-Hsin Lin, P. J. Sher, Hsin-Yu Shih","doi":"10.1108/09564230510613988","DOIUrl":"https://doi.org/10.1108/09564230510613988","url":null,"abstract":"Purpose – To propose an alternative model specification for better conceptualizing the definition of a customer perceived value construct, and to discuss the theoretical justification of the model.Design/methodology/approach – The proposed model was elaborated based on theoretical contexts. Three models of different conceptualization specifications were estimated and compared with eTail service value survey data.Findings – Based on theory, perceived value should be conceived as a formative construct. The empirical results demonstrated different parameter estimates and thus conclusions are drawn from different conceptualization methods.Research limitations/implications – Future research is suggested to apply the proposed formative value model in other marketing settings, and to explore the role of consumer satisfaction in post‐purchase behavior.Practical implications – Marketing resources allocation and communication programs may be influenced due to different conceptualization methods of value construct a...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"24 3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125954692","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: 398
Developing new frameworks for operations strategy and service system design in electronic commerce 发展电子商务运作策略及服务系统设计的新架构
International Journal of Service Industry Management Pub Date : 2005-07-01 DOI: 10.1108/09564230510601413
Cho Sung‐Eui
{"title":"Developing new frameworks for operations strategy and service system design in electronic commerce","authors":"Cho Sung‐Eui","doi":"10.1108/09564230510601413","DOIUrl":"https://doi.org/10.1108/09564230510601413","url":null,"abstract":"Purpose – The purpose of this study is to develop new frameworks for operations strategy and service system design in electronic commerce (EC) to provide strategic insights to academics and practitioners.Design/methodology/approach – Product/service process matrices for intangible and tangible products in EC operations are presented based on the classification of products and delivery channel options and three cases are investigated to illustrate the newly developed matrices.Findings – The fit between two dimensions (characteristics of product/service, service delivery processes) in the matrices contributes to firm's competitiveness through market expansion and improvement of customer services. Through the case studies, it was confirmed that the conceptual framework developed in this study illustrates actual EC operations well.Research limitations/implications – Further case or empirical research on more diverse products or services will be required to increase robustness of the matrices and to additional...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116090107","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: 17
Heckit modelling of tourist expenditure: evidence from Spain 游客消费的Heckit模型:来自西班牙的证据
International Journal of Service Industry Management Pub Date : 2005-07-01 DOI: 10.1108/09564230510601404
J. Nicolau, Francisco J. Más
{"title":"Heckit modelling of tourist expenditure: evidence from Spain","authors":"J. Nicolau, Francisco J. Más","doi":"10.1108/09564230510601404","DOIUrl":"https://doi.org/10.1108/09564230510601404","url":null,"abstract":"Purpose – This study intends to decompose the tourist choice process into two stages (decision to take a holiday and tourist expenditure), and to propose and test various expectations on the dimensions which explain the above decisions.Design/methodology/approach – In order to simultaneously model the two decisions, we use a system of equations based on the Heckit model.Findings – The dimensions affecting the decision to go on holiday are income, household size, education, size of the city of origin and opinion of going on holiday. The determinant factors influencing the level of expenditure are distance between origin and destination, type of accommodation, income, household size, age, marital status and length of stay. An important finding of this analysis is the differentiated effect of a given dimension on each decision.Research limitations/implications – The lack of information on some explanatory dimensions. Joint modelling. The spending decision should be modelled jointly with the decision to go on...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"46 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125214574","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: 133
Customer frustration in loyalty programs 顾客对忠诚度计划的不满
International Journal of Service Industry Management Pub Date : 2005-07-01 DOI: 10.1108/09564230510601387
Bernd Stauß, Max L. Schmidt, Andreas Schoeler
{"title":"Customer frustration in loyalty programs","authors":"Bernd Stauß, Max L. Schmidt, Andreas Schoeler","doi":"10.1108/09564230510601387","DOIUrl":"https://doi.org/10.1108/09564230510601387","url":null,"abstract":"Purpose – This article aims to examine the negative effects of loyalty programs from the perspective of frustration theory. It seeks to develop a model of customer frustration on the basis of frustration theory and an exploratory qualitative study.Design/methodology/approach – First, frustration is defined as a special form of dissatisfaction and a general model of frustration in business relationships is developed by evaluating the literature on frustration theory. Second, an explorative and qualitative focus group study among participants of a loyalty program for frequent travelers is conducted. A multi‐level iterative content analysis of the participants' statements reveals the existence of different categories of frustration incidents. Third, the findings of the study are used to develop a system of propositions that generate a specific model of customer frustration in loyalty programs.Findings – Seven categories of frustration incidents that were triggered by the loyalty program and lead to frustrati...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130474170","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: 204
Connecting organizational human resource practices to consumer satisfaction 将组织人力资源实践与消费者满意度联系起来
International Journal of Service Industry Management Pub Date : 2005-07-01 DOI: 10.1108/09564230510601396
K. Namasivayam
{"title":"Connecting organizational human resource practices to consumer satisfaction","authors":"K. Namasivayam","doi":"10.1108/09564230510601396","DOIUrl":"https://doi.org/10.1108/09564230510601396","url":null,"abstract":"Purpose – The purpose of this paper is to provide researchers and practitioners an understanding of one potentially direct linking mechanism between organizational practices and consumer satisfaction with a service.Design/methodology/approach – This paper is conceptual and the approach adopted is analytical. Extant research and concepts, including from psychology and economics, have been used to develop propositions and to discuss both research and managerial implications.Findings – Provides conceptual support for a psychological dynamic or mechanism linking service employees' job autonomy and consumers' service satisfaction.Research limitations/implications – The article provides a novel way of thinking about consumer satisfaction. A limitation of the paper is that it is conceptual. Research is required to test empirically the various research propositions. In this manner, research in this area can be furthered.Practical implications – Further research in this area may provide more directed solutions to ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130465852","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: 12
Service Magic: The Art of Amazing Your Customers 服务魔术:让顾客惊叹的艺术
International Journal of Service Industry Management Pub Date : 2005-07-01 DOI: 10.1108/09564230510601422
P. Gemmel
{"title":"Service Magic: The Art of Amazing Your Customers","authors":"P. Gemmel","doi":"10.1108/09564230510601422","DOIUrl":"https://doi.org/10.1108/09564230510601422","url":null,"abstract":"","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"323 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124295137","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: 1
The comparative analysis of TQM practices and quality performance between manufacturing and service firms 制造业和服务业TQM实践与质量绩效的比较分析
International Journal of Service Industry Management Pub Date : 2005-07-01 DOI: 10.1108/09564230510601378
D. Prajogo
{"title":"The comparative analysis of TQM practices and quality performance between manufacturing and service firms","authors":"D. Prajogo","doi":"10.1108/09564230510601378","DOIUrl":"https://doi.org/10.1108/09564230510601378","url":null,"abstract":"Purpose – This paper seeks to examine the difference between manufacturing and service firms with respect to the implementation of total quality management (TQM) practices, and the relationship of these practices to quality performance.Design/methodology/approach – The empirical data were collected from 194 managers of Australian firms with an approximately equal proportion of manufacturing and service firms.Findings – The finding indicates no significant difference in the level of most of TQM practices and quality performance between the two sectors. This supports the positive argument concerning the applicability of TQM practices in the service firms despite several differences in the nature of their operations compared to their manufacturing counterparts. Furthermore, using structural equation modelling (SEM) technique, this study has shown that TQM construct based on the Malcolm Baldrige National Quality Award (MBNQA) criteria is valid across both industry sectors, and its relationship with quality pe...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129997310","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: 249
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