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International Journal of Service Industry Management最新文献

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Attitudinal and behavioral consequences of work‐family conflict and family‐work conflict 工作-家庭冲突和家庭-工作冲突对态度和行为的影响
International Journal of Service Industry Management Pub Date : 2008-03-14 DOI: 10.1108/09564230810855699
U. Yavas, E. Babakus, Osman M. Karatepe
{"title":"Attitudinal and behavioral consequences of work‐family conflict and family‐work conflict","authors":"U. Yavas, E. Babakus, Osman M. Karatepe","doi":"10.1108/09564230810855699","DOIUrl":"https://doi.org/10.1108/09564230810855699","url":null,"abstract":"Purpose – The purpose of this paper is to develop and test a conceptual model to examine the effects of work‐family conflict, family‐work conflict, and emotional exhaustion on job performance and turnover intentions. The paper also aims to investigate the role of gender as a moderator of the posited relationships.Design/methodology/approach – A sample of frontline hotel employees in Turkey serves as the study setting. Data were collected via self‐administered questionnaires. A total of 723 usable responses were obtained.Findings – The results show that employees facing conflicts originating from their work (family) and family (work) roles become emotionally exhausted. These two forms of interrole conflicts are also significant predictors of frontline employees' turnover intentions. Gender moderates several of the relationships proposed in this paper.Practical implications – Turkish hotels will benefit from establishing a family‐supportive work environment to lessen the detrimental impact of conflicts in t...","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":"130942020","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: 193
Reviewing congruity effects in the service environment musicscape 服务环境音乐景观的一致性效应研究
International Journal of Service Industry Management Pub Date : 2008-03-14 DOI: 10.1108/09564230810855716
Steve Oakes, Adrian C. North
{"title":"Reviewing congruity effects in the service environment musicscape","authors":"Steve Oakes, Adrian C. North","doi":"10.1108/09564230810855716","DOIUrl":"https://doi.org/10.1108/09564230810855716","url":null,"abstract":"Purpose – The purpose of this paper is to present a literature review that highlights significant findings from empirical research examining the impact of music within various real and simulated service environments.Design/methodology/approach – The paper examines the results of studies that have manipulated specific musical variables (genre, tempo, volume, and liking), and attempts to identify consistent patterns of findings to guide managers and researchers. The studies focus upon a range of dependent variables including evaluation of the environment, perceived wait and stay duration, consumption speed, affective response, and spending. Possible explanations for apparently inconsistent findings are discussed.Findings – A variety of studies reveal the positive influence of musical congruity upon desired outcomes. Future research proposals identify the need to examine defining‐attribute and prototype theories of musical congruity.Originality/value – The review highlights a range of implications drawn from...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"40 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":"132961061","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: 84
A definition, model, and empirical analysis of business‐to‐business relationship quality 企业对企业关系质量的定义、模型和实证分析
International Journal of Service Industry Management Pub Date : 2008-03-14 DOI: 10.1108/09564230810855707
M. Holmlund
{"title":"A definition, model, and empirical analysis of business‐to‐business relationship quality","authors":"M. Holmlund","doi":"10.1108/09564230810855707","DOIUrl":"https://doi.org/10.1108/09564230810855707","url":null,"abstract":"Purpose – The aim of this research is to provide insights into quality in a business‐to‐business relationship setting. The objectives are to review related relationship quality studies, to put forward first a definition and then a model of perceived business‐to‐business relationship quality, and afterwards to illustrate and deepen this model with empirical data from a typical business‐to‐business relationship.Design/methodology/approach – The whole study rests on accumulated theoretical insights from service management combined with IMP literature which have been used together with empirical findings in an abductive manner to expand the scope on quality to encompass dyadic quality perceptions in a business relationship setting.Findings – The definition and model do not so much depend on completely new elements, but instead the contribution lies in the way that current insights and empirical data have been combined into a conceptually dense and comprehensive entirety. Focusing on the process character of a...","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":"129467495","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: 102
Involving Customers in New Service Development 让客户参与新服务的开发
International Journal of Service Industry Management Pub Date : 2008-03-14 DOI: 10.1108/09564230810855752
P. Gottfridsson
{"title":"Involving Customers in New Service Development","authors":"P. Gottfridsson","doi":"10.1108/09564230810855752","DOIUrl":"https://doi.org/10.1108/09564230810855752","url":null,"abstract":"","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"38 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":"129678788","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: 6
Customer switching resistance (CSR) 客户切换电阻(CSR)
International Journal of Service Industry Management Pub Date : 2007-10-16 DOI: 10.1108/09564230710826278
Gilles N'goala
{"title":"Customer switching resistance (CSR)","authors":"Gilles N'goala","doi":"10.1108/09564230710826278","DOIUrl":"https://doi.org/10.1108/09564230710826278","url":null,"abstract":"Purpose – This research attempts to understand why – or why not – customers resist switching service providers when a critical incident occurs. The paper examines how service relationship perceptions, such as perceived equity, trust (perceived reliability and benevolence) and relationship commitment (affective and calculative), enhance relationship maintenance and CSR in many critical situations.Design/methodology/approach – A survey was conducted in the financial service industry on a sample of 1,999 consumers (retail banking) and then conceptualized and measured CSR in several critical situations.Findings – The paper demonstrates that perceived equity, perceived reliability, perceived benevolence, affective commitment, and calculative commitment do not influence CSR the same way. CSR mainly depends on the type of critical incident which occurs. For instance, calculative commitment, which is an evaluation of the costs associated with leaving the service provider, enhances CSR in three critical situations...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128335695","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: 82
Changing roles of customers: consequences for HRM 客户角色的变化:对人力资源管理的影响
International Journal of Service Industry Management Pub Date : 2007-10-16 DOI: 10.1108/09564230710826269
A. Graf
{"title":"Changing roles of customers: consequences for HRM","authors":"A. Graf","doi":"10.1108/09564230710826269","DOIUrl":"https://doi.org/10.1108/09564230710826269","url":null,"abstract":"Purpose – The objective of this paper is to provide researchers and practitioners with an understanding of the implications and consequences of changes in customer roles and involvement on human resource management (HRM) within a service context.Design/methodology/approach – This paper is conceptual and the approach adopted is analytical. Extant research and concepts have been used to analyse customer roles and customer involvement and their effects on employees. Based on these insights, managerial and research implications are discussed.Findings – The insights from this study provide conceptual support for including customers as a relevant reference and/or extension of HRM beyond the organisational boundaries. Customers can actually significantly influence the success of a company's HRM.Research limitations/implications – Analysis of the interrelatedness of customer involvement and HRM is limited to services than encompass emotional and communicative aspects. It is argued that an extension of HRM concept...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"23 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127133004","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: 57
The validity of the SERVQUAL and SERVPERF scales: A meta‐analytic view of 17 years of research across five continents SERVQUAL和SERVPERF量表的有效性:横跨五大洲17年研究的元分析观点
International Journal of Service Industry Management Pub Date : 2007-10-16 DOI: 10.1108/09564230710826250
François A. Carrillat, Fernando Jaramillo, J. Mulki
{"title":"The validity of the SERVQUAL and SERVPERF scales: A meta‐analytic view of 17 years of research across five continents","authors":"François A. Carrillat, Fernando Jaramillo, J. Mulki","doi":"10.1108/09564230710826250","DOIUrl":"https://doi.org/10.1108/09564230710826250","url":null,"abstract":"Purpose – The purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality.Design/methodology/approach – Data from 17 studies containing 42 effect sizes of the relationships between SERVQUAL or SERVPERF with overall service quality (OSQ) are meta‐analyzed.Findings – Overall, SERVQUAL and SERVPERF are equally valid predictors of OSQ. Adapting the SERVQUAL scale to the measurement context improves its predictive validity; conversely, the predictive validity of SERVPERF is not improved by context adjustments. In addition, measures of services quality gain predictive validity when used in: less individualistic cultures, non‐English speaking countries, and industries with an intermediate level of customization (hotels, rental cars, or banks).Research limitations/implications – No study, that were using non‐adapted scales were conducted outside of the USA making it impossible to disentangle the impact of scale adaptation vs contextual differences on the modera...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"38 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127379992","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: 414
Perceived justice and consumption experience evaluations 感知公正与消费体验评价
International Journal of Service Industry Management Pub Date : 2007-10-16 DOI: 10.1108/09564230710826241
P. Aurier, Béatrice Siadou-Martin
{"title":"Perceived justice and consumption experience evaluations","authors":"P. Aurier, Béatrice Siadou-Martin","doi":"10.1108/09564230710826241","DOIUrl":"https://doi.org/10.1108/09564230710826241","url":null,"abstract":"Purpose – This paper aims to investigate the role of perceived justice in service consumption/purchase experiences.Design/methodology/approach – In an initial study, using the critical incident method, the authors show that customers are strongly concerned by perceived injustice. Their judgments involve the three components of justice described in organizational and service marketing literature: distributive, procedural and interactional justice. They also identify a macro‐level justice factor which characterizes the perception of collective practices at the industry level. In an experiment applied to the dining experience, the authors manipulate distributive, procedural and interactional justice perception to study their impact on service evaluation (quality, value), satisfaction and relationship quality (trust, commitment).Findings – Contrary to the satisfaction literature, the authors observe a slight direct effect of justice on satisfaction, but rather indirect impacts through perceived quality (outco...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130159385","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: 93
Perception and attribution of employees' effort and abilities 员工努力和能力的感知和归因
International Journal of Service Industry Management Pub Date : 2007-10-16 DOI: 10.1108/09564230710826287
N. Specht, Sina Fichtel, Anton Meyer
{"title":"Perception and attribution of employees' effort and abilities","authors":"N. Specht, Sina Fichtel, Anton Meyer","doi":"10.1108/09564230710826287","DOIUrl":"https://doi.org/10.1108/09564230710826287","url":null,"abstract":"Purpose – Do customers recognize the effort and abilities of employees in service encounters? If so, to what extent do their perceptions influence customer satisfaction? The paper seeks to answer these questions.Design/methodology/approach – Two empirical studies, including a critical incident study and a video‐based experiment. Theoretically, this paper builds on motivation theory, naive psychology, and attribution theory.Findings – Customers spontaneously and explicitly judge service encounters on the basis of service employees' effort and abilities, perceived through certain behavioral cues. The specific, direct impact of perceived effort and abilities on customer satisfaction varies for different service types.Research limitations/implications – Taking different dependent variables into account (e.g. customer emotions, customer loyalty and brand perceptions) might offer a valuable contribution to the fields of service or brand research.Practical implications – Companies must examine customers' percept...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"49 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133179250","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: 98
Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers 提供卓越的航空服务质素:内部及外部服务供应商实务指引
International Journal of Service Industry Management Pub Date : 2007-08-14 DOI: 10.1108/09564230710778173
P. Gemmel
{"title":"Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers","authors":"P. Gemmel","doi":"10.1108/09564230710778173","DOIUrl":"https://doi.org/10.1108/09564230710778173","url":null,"abstract":"","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"23 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-08-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115355571","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: 13
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