International Journal of Service Industry Management最新文献

{"title":"The Pricing and Revenue Management of Services: A Strategic Approach","authors":"G. Cappiello","doi":"10.1108/09564230810869775","DOIUrl":"https://doi.org/10.1108/09564230810869775","url":null,"abstract":"","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"44 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121552527","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}

{"title":"Fuzzy importance‐performance analysis for determining critical service attributes","authors":"W. Deng","doi":"10.1108/09564230810869766","DOIUrl":"https://doi.org/10.1108/09564230810869766","url":null,"abstract":"– The purpose of this paper is to propose a novel approach of fuzzy importance‐performance analysis (FIPA) to replace conventional importance‐performance analysis (IPA) for determining critical service attributes those really need to improve for achieving superior customer satisfaction., – First, referring numerous studies, conventional IPA has some erroneous assumptions, the customer satisfaction of attribute performance has the characteristic of three‐factor theory and the novel approach which integrates natural logarithmic transformation and partial correlation analysis is feasible for acquiring the implicitly derived importance of attributes. Second, according the fact and nature of fuzziness in human perception, this study applies fuzzy set theory to revise conventional IPA. Finally, the FIPA is proposed and subsequently implemented in a Taiwanese hot spring hotel case study., – The implementation of FIPA shows the determined critical service attributes are almost completely different from those attributes acquired by conventional IPA. Hence, the application of conventional IPA may cause practitioners make incorrect decisions of improvement priorities for service attributes and direct unsuitable quality‐based marketing strategies., – The proposed FIPA which integrates fuzzy set theory, three‐factor theory, partial correlation analysis and natural logarithmic transformation avoids the erroneous assumptions of conventional IPA, considers the nature of fuzziness in human perception and includes the actual importance of service attributes. Therefore, the proposed FIPA can effectively assist business managers in determining critical service attributes to improve service quality or customer satisfaction and to achieve competitive advantage.","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128030259","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}

{"title":"Alternative perspectives on service quality and customer satisfaction: the role of BPM","authors":"Prof Vikas Kumar, P. Smart, H. Maddern, R. Maull","doi":"10.1108/09564230810869720","DOIUrl":"https://doi.org/10.1108/09564230810869720","url":null,"abstract":"Purpose – The purpose of this paper is to further investigate the linkages between business process management (BPM) and customer satisfaction. Also, to challenge the dominance of the customer contact perspectives on service processes and to propose a more systemic focus on the totality of service design.Design/methodology/approach – The research builds on the existing work of Maddern et al. through the use of structured equation modelling (SEM) tool. The multiple SEM models described here provide a more robust statistical approach for confirming/refuting the constructs found in the earlier research.Findings – This paper presents the results of an empirical analysis, based on longitudinal data from a large UK bank on drivers of customer satisfaction. The results confirm that process management is a critical driver of technical service quality. This suggests that companies with reliability/dependability issues should not emphasise customer satisfaction programmes based on SERVQUAL intangibles until substan...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127213144","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}

{"title":"Manufacturers forming successful complex business services","authors":"Wayne A. Neu, Stephen W. Brown","doi":"10.1108/09564230810869757","DOIUrl":"https://doi.org/10.1108/09564230810869757","url":null,"abstract":"Purpose – The purpose of this paper was to isolate and characterize organizational factors that enable the formation of high‐performing business services in product manufacturing firms.Design/methodology/approach – This study employed a case research design. In total, 32 depth interviews were conducted with 11 different managers from a Global 100 information technology manufacturing firm. These managers were directly responsible for forming a highly successful business service. All interviews were tape‐recorded, transcribed, and the resulting 500 pages of interview data were open‐coded in QSR NUDIST. A case report was reviewed by study participants to enhance construct validity.Findings – The general conclusion is that forming high‐performing business services in product manufacturing firms stems largely from managers' ability to create internal alignment among several organizational factors that collectively “fit” conditions in the market.Research limitations/implications – This study does not provide th...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"127 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123159583","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}

{"title":"Examining the role of service climate in health care","authors":"C. Steinke","doi":"10.1108/09564230810869739","DOIUrl":"https://doi.org/10.1108/09564230810869739","url":null,"abstract":"Purpose – Using a modified version of the service profit chain, the purpose of this paper is to examine the mediating role of service climate (SC) by exploring predictors of SC (i.e. service training (ST), managerial practices (MP), physical design (PD), and job design ( JD), job satisfaction ( JS), and employee empowerment) on service quality (SQ), client satisfaction (CS) with service, and client empowerment (CE). The larger proposition being that certain structural variables, through their impact on SC have the potential to positively influence outcomes in health care.Design/methodology/approach – Registered nurses (N=180) from emergency departments across one province in Canada provided information about internal SQ (i.e. ST, MP, PD, and JD), JS, feelings of empowerment, and SC. Furthermore, these nurses provided information on external SQ, CS with service, and CE by responding to questions from the vantage point of the client. The data were analyzed using statistical package for the social sciences; ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"104 1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117292771","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}

{"title":"Internal service – barriers, flows and assessment","authors":"R. Johnston","doi":"10.1108/09564230810869748","DOIUrl":"https://doi.org/10.1108/09564230810869748","url":null,"abstract":"Purpose – This exploratory paper investigates internal service from a service management perspective. The objectives were to identify the main internal barriers that are preventing improvements to external service within business‐to‐business (B2B) organisations, to explore the bi‐directionality of internal services provided between internal functions, to assess the quality of internal services provided between functions and develop a means of testing staff and managers for their level of internal versus external focus.Design/methodology/approach – A qualitative study was conducted involving structured interviews in two European countries with 20 staffs and managers from a large international express package delivery firm.Findings – Five findings emerged. First, six main internal barriers to improving external quality were identified. Second, the study found that the barriers in B2B organisations were the same as those in business‐to‐consumer (B2C) organisations. Third, it suggested that internal service, ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"7 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127094413","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}

{"title":"Developing operational understanding of service quality through a simulation environment","authors":"Rogelio Oliva, Michael Bean","doi":"10.1108/09564230810869711","DOIUrl":"https://doi.org/10.1108/09564230810869711","url":null,"abstract":"Purpose – The purpose of this paper is to articulate the challenges of learning and improving in service delivery systems – that present managers with imperfect information, confounded variables, and tightly coupled interactions between operational and psychological factors – and present a simulator to assist managers to overcome these challenges.Design/methodology/approach – After reviewing the literature on “learning from simulations” and the main challenges of learning in a service environment, the paper presents the assumptions underlying the service quality management simulator, its interface, and protocols to use it that have proven effective.Findings – It is possible to assist managers to develop operational understanding – what to do, when and how much of it to do – about the drivers of service quality using a simulation environment.Research limitations/implications – In its present form, the simulator only takes a functional definition of service quality and captures the relationships in a busine...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"23 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125692456","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}

{"title":"Asset specificity in make or buy decisions for service operations: An empirical application in the Scottish hotel sector","authors":"Tomás F. Espino-Rodríguez, Pei-Chun Lai, T. Baum","doi":"10.1108/09564230810855734","DOIUrl":"https://doi.org/10.1108/09564230810855734","url":null,"abstract":"Purpose – This work analyses make or buy decisions from the transaction cost economics perspective and the resource‐based view of the firm. The aim is to analyse the extent to which the presumptions of the two theories are valid in the service sector in terms of specific assets.Design/methodology/approach – The study was conducted on a representative sample of hotels in Scotland, UK. Each of the surveyed hotels was asked for information about 13 operations or hotel processes. A comprehensive model is developed that establishes the relationship between asset specificity and operation performance and hotel or business performance, moderated by the form of governance (make or buy). Moreover, the relationship between asset specificity and outsourcing in the hotel sector is also examined. The different hotel processes are classified according to the asset specificity. The factors that could lead to an increase in the outsourcing strategy are also analysed.Findings – The results indicate that, the relationship ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-03-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121909749","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}

{"title":"Research themes, concepts and relationships: A study of International Journal of Service Industry Management (1990‐2005)","authors":"A. Pilkington, K. Chai","doi":"10.1108/09564230810855725","DOIUrl":"https://doi.org/10.1108/09564230810855725","url":null,"abstract":"Purpose – The purpose of this paper is to investigate the core themes of service research by analysing citations in the International Journal of Service Industry Management (IJSIM). It also aims to discuss changes in the discipline’s sub-fields and identifies emerging topics.Design/methodology/approach - The paper is an empirical analysis of citations and co-citations from the IJSIM. Network and factor analysis are used to analyse and group the data. The study is unique in performing the analysis at the individual publication level, rather than following the normal aggregated author co-citation analysis method.Research limitations/implications - The study examines only IJISM. Future study on other top journal such as Journal of Service Research would provide a more complete picture on service research.Findings - The study identifies that the core ideas of service research centred on service quality and customer satisfaction. Also identified are periphery areas which may become more significant. Originality/value – The main contribution of this article is the use of the novel network analysis technique to analyze the 15,003 citations in the 435 articles published in IJSIM between 1990-2005. This is a quantitative analysis unlike previous review articles which rely largely on the observations and reflections of pioneering researchers.","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-03-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121900006","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}

{"title":"Scientific identity in top journals of services marketing: review and evaluation","authors":"G. Svensson, T. Slåtten, B. Tronvoll","doi":"10.1108/09564230810855743","DOIUrl":"https://doi.org/10.1108/09564230810855743","url":null,"abstract":"Purpose – The objective of the paper is to describe the “scientific identity” of the “top” journals in services marketing by reviewing and evaluating the methodological approaches and the geographical affiliations of authors published in selected journals. Design/methodology/approach – A sample of “top” journals in services marketing is selected on the basis of expert opinion. The selection includes the International Journal of Service Industry Management (IJSIM), the Journal of Services Marketing (JSM), the Journal of Service Research (JSR), Managing Service Quality (MSQ), and the Service Industries Journal (SIJ). The review and evaluation considers all papers (a total of 1,107) published in these journals over a six-year period from 2000 to 2005. The papers are categorized and the geographical affiliations of the authors are noted. The compiled results are analyzed for patterns that reveal the “scientific identity” of each of the selected journals. Findings – The “scientific identities” of JSM and JSR are revealed as being built upon quantitative research designs and the North American paradigm of research values. MSQ and SIJ are found to be largely based upon a mix of empirical research designs and the European paradigm of research values. IJSIM is found to be based on a mix of empirical research designs and a mix of European and North American research values. However, no journal is found to be narrowly focused, and the variety of “scientific identities” among the journals studied here bodes well for ongoing scientific enquiry in services marketing. Research limitations/implications – Further studies of the “scientific identity” of individual research journals are required in other sub-disciplines of marketing. Practical implications – Scholars will benefit from insights into the “scientific identities” of the “top” journals in services marketing. In particular, scholars can note the particular features of individual journals while acknowledging the paradigmatic flexibility and richness of research designs that are present in all of these journals. Originality/value – This is the first review and evaluation of the “scientific identity” of “top” service-marketing journals in terms of categories of papers published and geographical affiliation of published authors. The study provides valuable insights into the nature of academic publishing in the burgeoning area of services marketing.","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-03-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116107283","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}