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International Journal of Service Industry Management最新文献

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The role of post‐training self‐efficacy in customers' use of self service technologies 培训后自我效能感在顾客使用自助服务技术中的作用
International Journal of Service Industry Management Pub Date : 2008-08-08 DOI: 10.1108/09564230810891923
X. Zhao, A. Mattila, L. Tao
{"title":"The role of post‐training self‐efficacy in customers' use of self service technologies","authors":"X. Zhao, A. Mattila, L. Tao","doi":"10.1108/09564230810891923","DOIUrl":"https://doi.org/10.1108/09564230810891923","url":null,"abstract":"Purpose – The current study aims to investigate the role of post‐training self‐efficacy in influencing customer perceptions and usage of self‐service technologies (SSTs). Specifically, the aim is to propose that high post‐training self‐efficacy will reduce technology anxiety and hence increase perceptions of ease of use associated with SSTs.Design/methodology/approach – A self‐checkout machine in a library setting served as the study context. A total of 131 subjects were randomly assigned to two training groups (written instructions and a demonstration).Findings – The results partially support the research hypotheses and suggest that post‐training self‐efficacy has a positive impact on customer satisfaction and ease of use. Ease of use, in turn, increased customer intention to reuse SSTs while decreasing technology anxiety.Research limitations/implications – The study has a relatively small sample size and only two training methods were tested. A control group should be included in future research.Origina...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"14 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":"134318002","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: 128
The impact of other‐customer failure on service satisfaction 其他顾客失败对服务满意度的影响
International Journal of Service Industry Management Pub Date : 2008-08-08 DOI: 10.1108/09564230810891941
Wen-Hsien Huang
{"title":"The impact of other‐customer failure on service satisfaction","authors":"Wen-Hsien Huang","doi":"10.1108/09564230810891941","DOIUrl":"https://doi.org/10.1108/09564230810891941","url":null,"abstract":"Purpose – The purpose of this paper is to investigate how and why other‐customer misbehavior has a negative influence on customer satisfaction with the service firm.Design/methodology/approach – Data for this study were gathered by retrospective experience sampling.Findings – There are several important findings that can be obtained from the results. First, people consider another customer's failure to be the firm's responsibility when they perceive that the failure is under the firm's volitional control (i.e. controllability attribution). This controllability attribution leads to customer expectations of compensation for recovery from dissatisfaction. Second, stability attributions about other‐customer failures were not found to be significantly related to the firm's responsibility. Third, the severity of the other‐customer failure experience bears no relation to the customer's service recovery expectation, but it is negatively related to satisfaction. Finally, the customer's evaluation of service is not...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"27 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":"117239385","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: 156
The service recovery paradox: true but overrated? 服务恢复悖论:正确但被高估?
International Journal of Service Industry Management Pub Date : 2008-08-08 DOI: 10.1108/09564230810891897
Stefan Michel, M. Meuter
{"title":"The service recovery paradox: true but overrated?","authors":"Stefan Michel, M. Meuter","doi":"10.1108/09564230810891897","DOIUrl":"https://doi.org/10.1108/09564230810891897","url":null,"abstract":"Purpose – The paper's aim is to test the existence of the service recovery paradox.Design/methodology/approach – To date, much of the literature exploring the service recovery paradox has generated mixed results. The paper argues that a service recovery paradox is a rare event, which makes its measurement difficult, since the “treatment group” sample size is usually too small to produce significant results. For that reason, the existence of the service recovery paradox in a banking context with more than 11,000 customer interviews based on actual customer encounters is tested.Findings – Overall, the survey findings support the argument that a service recovery paradox is a rare event, and the hypothesized mean differences are, albeit significant, not very large, which diminishes their managerial relevance to some degree.Research limitations/implications – Because of the required extremely large sample size, no multi‐item measures were collected. Furthermore, privacy concerns restricted us from a longitudin...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"41 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":"128779101","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: 150
The nature and consequences of price unfairness in services: a comparison to tangible goods 服务业价格不公平的性质和后果:与有形商品的比较
International Journal of Service Industry Management Pub Date : 2008-06-20 DOI: 10.1108/09564230810875002
David Martín-Ruiz, F. J. Rondán-Cataluña
{"title":"The nature and consequences of price unfairness in services: a comparison to tangible goods","authors":"David Martín-Ruiz, F. J. Rondán-Cataluña","doi":"10.1108/09564230810875002","DOIUrl":"https://doi.org/10.1108/09564230810875002","url":null,"abstract":"Purpose – The purpose of this paper is to explore consumers' perceptions of price unfairness in services, what are its antecedents and when it is important for the consumer. Thus, the central question of this research is whether consumers care about how much profit the service company is making and whether there are significant differences to physical goods.Design/methodology/approach – Building on justice and equity theory, a causal model is developed – which analyses the main antecedents (seller profits vs customer value), moderators and consequences of perceptions of price unfairness. Structural equation modelling has been applied to test the proposed model.Findings – The lack of specific tools to measure perceptions of price fairness required the development of a multi‐item scale to capture the complexity of the evaluation. This instrument has been tested for reliability and validity in a variety of settings, with excellent results, and can be appropriate when using the survey as a data collection met...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"2568 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127482535","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: 48
Internal Performance Evaluation: the Case of Bank Branches 内部绩效评价:以银行分行为例
International Journal of Service Industry Management Pub Date : 2008-06-20 DOI: 10.1108/09564230810874995
E. Grifell-Tatjé, P. Marquès-Gou
{"title":"Internal Performance Evaluation: the Case of Bank Branches","authors":"E. Grifell-Tatjé, P. Marquès-Gou","doi":"10.1108/09564230810874995","DOIUrl":"https://doi.org/10.1108/09564230810874995","url":null,"abstract":"This paper proposes a new approach for gauging the performance of branch managers of a financial institution by defining a Measure of Internal Performance (MIP). Our proposal is different from others existing in the literature in two main aspects. Firstly, it is consistent with the requirements of internal evaluation because it uses the managers' real preferences instead of assuming them. Secondly, it takes into account that each branch has a different target to achieve according to its specific characteristics. We show how MIP can be used as a management tool. This measure is grounded in extant theory, especially in the recent disappointment models proposed by Jia, Dyer and Butler (2001). This paper is one of the very first to apply the disappointment models to evaluate the internal performance of an organisation.","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"50 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129692293","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: 14
Linking employee perceptions of collective efficacy in self-managing service teams with customer-perceived service quality : a psychometric assessment 连结员工对自我管理服务团队集体效能感与顾客感知服务品质:一项心理测量评估
International Journal of Service Industry Management Pub Date : 2008-06-20 DOI: 10.1108/09564230810875011
A. Jong, Martin Wetzels, K. Ruyter
{"title":"Linking employee perceptions of collective efficacy in self-managing service teams with customer-perceived service quality : a psychometric assessment","authors":"A. Jong, Martin Wetzels, K. Ruyter","doi":"10.1108/09564230810875011","DOIUrl":"https://doi.org/10.1108/09564230810875011","url":null,"abstract":"Purpose – The purpose of this paper is to investigate the linkage between self‐managing team (SMT) member perceptions of collective efficacy and customer‐perceived service quality, and the most cost‐efficient way to reliably assess collective efficacy and customer‐perceived service quality, using generalizability theory (G‐theory).Design/methodology/approach – Longitudinal design; employee and customer survey data from 52 teams of a major financial services institution were collected at two points in time.Findings – First of all, results of OLS regression analysis show a positive effect of collective efficacy on customer‐perceived service quality. In addition, taking a G‐theory approach, the results indicate that collective efficacy possesses a higher psychometric quality than customer‐perceived service quality and that the costs of reliably comparing SMTs on collective efficacy are considerably lower compared to customer‐perceived service quality. Finally, for both constructs, the results reveal subtle b...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"27 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130419581","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: 22
Emotional experiences in customer relationships – a telecommunication study 客户关系中的情感体验——一项电信研究
International Journal of Service Industry Management Pub Date : 2008-06-20 DOI: 10.1108/09564230810874986
I. Roos, M. Friman
{"title":"Emotional experiences in customer relationships – a telecommunication study","authors":"I. Roos, M. Friman","doi":"10.1108/09564230810874986","DOIUrl":"https://doi.org/10.1108/09564230810874986","url":null,"abstract":"Purpose – This study aims at deepening understanding of the role of emotion in customer switching processes and identifying the relative frequency of negative discrete emotions in terms of different triggers.Design/methodology/approach – Customers of Swedish telecommunications services were interviewed about their switching processes. The interviews were analyzed according to switching path analysis technique, which divides relationships into different stages in accordance with their relevance to the relationship strength. The ultimate focus is on self‐reported emotions embedded in the switching process.Findings – The main finding was that the identified emotions were located in the trigger part of the relationship, and was expressed by the respondents during the switching process in form of annoyance, anxiety, disappointment, dissatisfaction, distress, depression, rage, stress and tension.Research limitations/implications – The empirical study is conducted within the telecom industry which may influence ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128283492","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: 39
Antecedents of internal marketing practice: some preliminary empirical evidence 内部营销实践的前因:一些初步的经验证据
International Journal of Service Industry Management Pub Date : 2008-06-20 DOI: 10.1108/09564230810875039
S. Gounaris
{"title":"Antecedents of internal marketing practice: some preliminary empirical evidence","authors":"S. Gounaris","doi":"10.1108/09564230810875039","DOIUrl":"https://doi.org/10.1108/09564230810875039","url":null,"abstract":"Purpose – Service employees are reported to influence negatively the development of a market orientation hindering thus the service company's effort to become more customer centric. A way to overcome this barrier is the implementation of internal marketing (IM) programs. However, the extant literature reports that the number of companies practicing marketing internally is disproportionate small compared to the number of companies trying to adopt the market orientation concept. Hence, the purpose of this paper is to offer a preliminary insight regarding the antecedents of practicing marketing internally.Design/methodology/approach – To do this, data were collected from 583 first‐line personnel from 29 five and four stars hotels in Greece through personal interviews in order to investigate the impact of company culture and internal‐market orientation (IMO) as antecedents of IM and investigate the effect that the company's culture, IMO and IM have on employee's job satisfaction at the individual's level.Find...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129353205","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: 149
Critical Marketing – Defining the Field 关键营销-定义领域
International Journal of Service Industry Management Pub Date : 2008-06-20 DOI: 10.1108/09564230810875048
Per Skålén
{"title":"Critical Marketing – Defining the Field","authors":"Per Skålén","doi":"10.1108/09564230810875048","DOIUrl":"https://doi.org/10.1108/09564230810875048","url":null,"abstract":"","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129138336","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: 0
Replication strategies, knowledge and attention: a study of coffee chains 复制策略、知识和注意力:咖啡连锁店的研究
International Journal of Service Industry Management Pub Date : 2008-06-20 DOI: 10.1108/09564230810875020
Eyal Yaniv, David M. Brock
{"title":"Replication strategies, knowledge and attention: a study of coffee chains","authors":"Eyal Yaniv, David M. Brock","doi":"10.1108/09564230810875020","DOIUrl":"https://doi.org/10.1108/09564230810875020","url":null,"abstract":"Purpose – The purpose of this paper is to propose and test a model that uses “organizational attention” as an explanatory factor of knowledge transfer, and apply it to firms pursuing a replication strategy – like McDonalds or Starbucks.Design/methodology/approach – Data were collected from three coffee chains, empirical findings that operationalize and illustrate their different attention profiles are presented, and differences in their replication outcomes are demonstrated. The paper concludes with some qualitative analyses of the linkages between attention and replication success.Findings – Each chain has a different attention profile, reflected in varying attention to knowledge sources and domains. These profiles are found to be consistent with each three outcome measures of each chain's replication strategy – namely uniformity, accuracy, and distinctiveness.Research limitations/implications – The paper extends prior understanding of the knowledge based view of the firm, organization, learning, cogniti...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123616615","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: 15
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