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International Journal of Service Industry Management最新文献

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Modeling service encounters and customer experiential value in retailing 零售业中服务接触和顾客体验价值的建模
International Journal of Service Industry Management Pub Date : 2007-08-14 DOI: 10.1108/09564230710778137
Ching-Jui Keng, Tseng-Lung Huang, Lili Zheng, M. Hsu
{"title":"Modeling service encounters and customer experiential value in retailing","authors":"Ching-Jui Keng, Tseng-Lung Huang, Lili Zheng, M. Hsu","doi":"10.1108/09564230710778137","DOIUrl":"https://doi.org/10.1108/09564230710778137","url":null,"abstract":"Purpose – The purpose of this study is to explore the impacts of service encounters on customer experiential value and subsequently on customer behavioral intentions in a shopping mall context in Taiwan.Design/methodology/approach – Data were gathered using mall intercepts at three large shopping malls in northern Taiwan. Structural equation modeling was employed to assess the proposed research model empirically.Findings – The empirical results revealed that: personal interaction encounters positively influenced perceptions of efficiency and excellence value; physical environment encounters positively affected perceptions of playfulness and aesthetics; and all dimensions of customer experiential value (i.e. efficiency, service excellence, playfulness, and aesthetics) positively affected customer behavioral intentions.Originality/value – Following Bitner's suggestion in 1990, the present study classified service encounters into two dimensions – personal interaction encounters and physical environment encou...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"1220 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":"125847849","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: 292
Electronic healthcare: a study of people's readiness and attitude toward performing self‐diagnosis 电子医疗保健:人们对自我诊断的准备和态度的研究
International Journal of Service Industry Management Pub Date : 2007-08-14 DOI: 10.1108/09564230710778155
E. J. Lanseng, T. W. Andreassen
{"title":"Electronic healthcare: a study of people's readiness and attitude toward performing self‐diagnosis","authors":"E. J. Lanseng, T. W. Andreassen","doi":"10.1108/09564230710778155","DOIUrl":"https://doi.org/10.1108/09564230710778155","url":null,"abstract":"Purpose – The purpose of this paper is to examine the introduction of self‐service technology (SST) in health diagnosis as a means to reduce costs and improve quality in the health care sector – at the same time.Design/methodology/approach – A survey with an internet‐based medical self‐diagnosis application as the focal technology is conducted. The research hypotheses are tested by using a scenario and questionnaire approach, in which respondents prior to responding read a scenario.Findings – To test the hypotheses, structural equation modeling using LISREL was performed. It was found that the Technology Acceptance Model (TAM) for users, described according to the Technology Readiness Index (TRI) as pioneers, has a very good ability to predict future behavioral intent. TAM has an excellent capability to predict future behavioral intent of this new application in this new context, i.e. health care services.Research limitations/implications – The paper only tests TAM for a given population described as pion...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"1 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":"116459109","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: 179
A method to evaluate service delivery process quality 一种评价服务交付过程质量的方法
International Journal of Service Industry Management Pub Date : 2007-08-14 DOI: 10.1108/09564230710778164
R. Mascio
{"title":"A method to evaluate service delivery process quality","authors":"R. Mascio","doi":"10.1108/09564230710778164","DOIUrl":"https://doi.org/10.1108/09564230710778164","url":null,"abstract":"Purpose – The purpose of this paper is to develop a method to evaluate the quality of service delivery process designs, based on how closely they meet process requirements of key stakeholders while taking variability into account.Design/methodology/approach – A Monte Carlo computer simulation of the flowchart of the service delivery process is used to capture the effects of multiple types of variabilities and parametric uncertainties on process variables of interest, and the Taguchi quality loss framework is applied to estimate overall process quality. As an example, a proposed modification to a patient‐treatment process in a hospital emergency department is evaluated.Findings – This paper demonstrated a method that service managers can use to evaluate the quality of service delivery process designs.Practical implications – This method can evaluate modifications to various aspects of a service delivery process, and can assist managers to fail‐safe the entire process. Furthermore, it characterises process ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"304 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":"133091737","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: 30
Causes and consequences of consumer online privacy concern 消费者在线隐私问题的原因和后果
International Journal of Service Industry Management Pub Date : 2007-08-14 DOI: 10.1108/09564230710778128
Jochen Wirtz, M. Lwin, Jerome D. Williams
{"title":"Causes and consequences of consumer online privacy concern","authors":"Jochen Wirtz, M. Lwin, Jerome D. Williams","doi":"10.1108/09564230710778128","DOIUrl":"https://doi.org/10.1108/09564230710778128","url":null,"abstract":"Purpose – Past research on internet privacy has examined various aspects of privacy regulation and consumer privacy concerns. The purpose of this paper is to develop a conceptual model that links anteceding environmental factors with the resulting consumer responses using the power‐responsibility equilibrium perspective.Design/methodology/approach – An online survey of 182 net shoppers was conducted whereby respondents were asked to recall a recent web site registration that required them to provide personal information online.Findings – The results indicate that robust perceived business policies and governmental regulation reduce consumer privacy concern. More interestingly, the data show that a perceived lack of business policy or governmental regulation will result in consumers attempting to regain power balance through a variety of responses. As predicted, increased concern resulted in higher power‐enhancing responses such as the fabrication of personal information, use of privacy‐enhancing technolog...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"10 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":"128934953","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: 110
Retailers' different value perceptions of mobile advertising service 零售商对移动广告服务的不同价值认知
International Journal of Service Industry Management Pub Date : 2007-08-14 DOI: 10.1108/09564230710778146
Hanna Komulainen, T. Mainela, J. Tähtinen, Pauliina Ulkuniemi
{"title":"Retailers' different value perceptions of mobile advertising service","authors":"Hanna Komulainen, T. Mainela, J. Tähtinen, Pauliina Ulkuniemi","doi":"10.1108/09564230710778146","DOIUrl":"https://doi.org/10.1108/09564230710778146","url":null,"abstract":"Purpose – The purpose of this paper is to examine why retailers' perceptions of the value of a novel technology‐intensive mobile advertising service differ.Design/methodology/approach – The research design follows an abductive approach. The empirical data were gathered through a field experiment by interviewing retailers who used a mobile advertising service for the first time.Findings – This study suggests a categorisation of customer‐perceived value sub‐elements in a novel technology‐intensive business‐to‐business (b‐to‐b) service consisting of two outcome‐level benefits, three process‐level benefits, and two types of sacrifices, i.e. monetary and non‐monetary. Furthermore, the study suggests that the value elements are not of equal importance. Different retailers value different threshold benefits that influence their willingness to use the service. Moreover, the retailers' participation in value co‐creation with a service provider influences the value perceived from the service.Research limitations/im...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"11 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":"131983638","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: 68
Assessing the market valuation of e‐service initiatives 评估电子服务项目的市场价值
International Journal of Service Industry Management Pub Date : 2007-07-03 DOI: 10.1108/09564230710751460
J. Lin, Woan-Yuh Jang, Kuan‐Jiun Chen
{"title":"Assessing the market valuation of e‐service initiatives","authors":"J. Lin, Woan-Yuh Jang, Kuan‐Jiun Chen","doi":"10.1108/09564230710751460","DOIUrl":"https://doi.org/10.1108/09564230710751460","url":null,"abstract":"Purpose – This study aims to examine how e‐service initiatives affect a firm's market valuation. To provide further insight, paper also assesses the impact of technology acquisition mode, the firm's organizational position, industry characteristics, and service introduction strategy on firm value.Design/methodology/approach – Using an event study methodology, we examined the market value of e‐service initiatives through their impact on stock returns‐investors' expectations of firm performance. Based on strategy and marketing theories, we also developed a conceptual framework to examine factors that influence firm performance and value.Findings – Findings include positive abnormal returns accompanying e‐service announcements. Regression results also show market size and firm size have negative effects on valuation while firm experience has positive effects on firm value. Whereas pioneers and late entrants have an advantage over early entrants, firms acquiring needed technology through collaborative R&D or ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123948618","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
Purchased business services influence downstream supply chain members 购买的业务服务影响下游供应链成员
International Journal of Service Industry Management Pub Date : 2007-07-03 DOI: 10.1108/09564230710751505
D. Vandaele, P. Gemmel
{"title":"Purchased business services influence downstream supply chain members","authors":"D. Vandaele, P. Gemmel","doi":"10.1108/09564230710751505","DOIUrl":"https://doi.org/10.1108/09564230710751505","url":null,"abstract":"Purpose – Supply chain management and business networks have gained increased attention in services settings. The purpose of this research is to investigate the impact of external purchased services by a service provider on the satisfaction of downstream supply chain members, i.e. end‐users. The focus is on transaction‐specific satisfaction as it provides in‐depth information on specific satisfaction elements.Design/methodology/approach – To test the propositions, one business service provider purchasing a service from an external supplier is selected. Data are collected by sending a web survey to the business service provider's customers. partial least squares (PLS) is used to analyze the data as transaction‐specific satisfaction is considered as a formative construct.Findings – PLS analyses indicate that the elements determining satisfaction with the external supplier and those determining satisfaction with the business service provider differ. Moreover, transaction‐specific satisfaction of end‐users wi...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"36 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123645869","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: 32
Marketing: Broadening the Horizons 市场营销:拓宽视野
International Journal of Service Industry Management Pub Date : 2007-07-03 DOI: 10.1108/09564230710751514
Barry J. Babin
{"title":"Marketing: Broadening the Horizons","authors":"Barry J. Babin","doi":"10.1108/09564230710751514","DOIUrl":"https://doi.org/10.1108/09564230710751514","url":null,"abstract":"","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127190249","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
Effects of price promotions on the perceived price 价格促销对感知价格的影响
International Journal of Service Industry Management Pub Date : 2007-07-03 DOI: 10.1108/09564230710751488
Sara Campo, M. Yagüe
{"title":"Effects of price promotions on the perceived price","authors":"Sara Campo, M. Yagüe","doi":"10.1108/09564230710751488","DOIUrl":"https://doi.org/10.1108/09564230710751488","url":null,"abstract":"Purpose – This paper seeks to incorporate the study of the effect of price promotions into the traditional scheme of perceived price.Design/methodology/approach – The model is validated with an empirical analysis and applied to the study of the purchase behavior of a tour package.Findings – The results point out that price promotions directly and indirectly affect the formation process of perceived price. Thus, some differences are observed in the intensity of the above‐mentioned relationship according to the tendency of the consumer to seek advantageous prices. The results obtained might therefore be of great help to service managers in scheduling their promotional activities.Originality/value – A theoretical model that captures the effect of promotions in the consumer's price perception is configured.","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"42 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127315043","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
Self‐service technology and online financial service choice 自助服务技术和在线金融服务选择
International Journal of Service Industry Management Pub Date : 2007-07-03 DOI: 10.1108/09564230710751479
X. Ding, R. Verma, Z. Iqbal
{"title":"Self‐service technology and online financial service choice","authors":"X. Ding, R. Verma, Z. Iqbal","doi":"10.1108/09564230710751479","DOIUrl":"https://doi.org/10.1108/09564230710751479","url":null,"abstract":"Purpose – The application of self‐service technology in transaction‐based e‐service (e.g. online financial services) creates a challenge for firms: what combination of features should they offer to satisfy needs from different customer segments? This paper seeks to address the above question by highlighting similarities and differences of consumer preferences among self‐service, hybrid service and professional service segments for online financial services.Design/methodology/approach – This study employs a web‐based discrete choice experiment, in which 1,319 consumers were offered different account alternatives, which include features for self‐service and professional assistance, price per transaction, and promotion offers.Findings – The results demonstrate that overall, consumer preferences for features of online financial services differ across segments. Moreover, with the variation in the strength of self‐reliance, interesting trends regarding the relative importance of features are observed. With the ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132862919","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: 154
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