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International Journal of Service Industry Management最新文献

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An empirical investigation of consumer control factors on intention to use selected self‐service technologies 消费者控制因素对选择自助服务技术使用意愿的实证研究
International Journal of Service Industry Management Pub Date : 2007-07-03 DOI: 10.1108/09564230710751497
Adesegun Oyedele, P. Simpson
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引用次数: 155
Networks and Australian professional services in newly emerging markets of Asia 亚洲新兴市场的网络和澳大利亚专业服务
International Journal of Service Industry Management Pub Date : 2007-05-01 DOI: 10.1108/09564230710737808
S. Freeman, D. Cray, Mark Sandwell
{"title":"Networks and Australian professional services in newly emerging markets of Asia","authors":"S. Freeman, D. Cray, Mark Sandwell","doi":"10.1108/09564230710737808","DOIUrl":"https://doi.org/10.1108/09564230710737808","url":null,"abstract":"Purpose – To understand better how professional services firms (PSFs) use networks to gain entry into newly emerging markets (NEMs), to analyze how such firms are assisted in this process by prior networks and to provide a framework of this process.Design/methodology/approach – The methodology utilised in this study is qualitative and exploratory. Ten interviews across three large firms (legal, finance and media consulting) were used for the data gathering. Analysis incorporated open, axial and selective coding.Findings – Prior networks provide impetus to the foreign entry aspirations of PSFs and are critical to the process. The specific functions of network actors in the entry process are to influence the firm and to provide intelligence‐gathering, arising from their participatory role in the foreign market. A framework is presented, supporting network theory as a key theoretical underpinning of strategy formulation, decision‐making and implementation by PSFs entering NEMs.Research limitations/implicatio...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"716 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115126540","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: 35
Internationalization of professional service firms as learning – a constructivist approach 作为学习的专业服务公司国际化——一个建构主义的视角
International Journal of Service Industry Management Pub Date : 2007-05-01 DOI: 10.1108/09564230710737790
M. Reihlen, B. Apel
{"title":"Internationalization of professional service firms as learning – a constructivist approach","authors":"M. Reihlen, B. Apel","doi":"10.1108/09564230710737790","DOIUrl":"https://doi.org/10.1108/09564230710737790","url":null,"abstract":"Purpose – Internationalization process research has conceptualized the cross‐border move of firms as a process of learning. Yet, little attempts have been made to develop a constructivist learning theory of the internationalizing firm. The aim of this paper is to apply a contemporary learning theoretical framework to analyze the internationalization of professional service firms.Design/methodology/approach – A constructivist theory of learning is applied.Findings – The paper explains learning during the internationalization process of professional service firms as a process of social interaction with the socio‐cultural environment. The paper outlines specific individual and social mechanisms through which firms acquire new knowledge when moving across borders and embed themselves into a new socio‐cultural market domain.Research limitations/implications – The argument is theoretical in nature and has particular implications for future empirical research, which may investigate the specific social learning m...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"83 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131245066","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: 86
An examination of strategic alliances and the origins of international banking in Europe 对战略联盟和欧洲国际银行业起源的考察
International Journal of Service Industry Management Pub Date : 2007-05-01 DOI: 10.1108/09564230710737781
Rehan ul-Haq, Barry Howcroft
{"title":"An examination of strategic alliances and the origins of international banking in Europe","authors":"Rehan ul-Haq, Barry Howcroft","doi":"10.1108/09564230710737781","DOIUrl":"https://doi.org/10.1108/09564230710737781","url":null,"abstract":"Purpose – The purpose of the paper is to explain how and why strategic alliances, in the form of clubs and consortiums, played an important role in the internationalisation of banks.Design/methodology/approach – A longitudinal analysis, commencing in 1964 with the emergence of the Eurocurrency market and culminating with the creation of the European single market in the early 1990s, is used to provide an insight into the creation of clubs and consortium banks. The authors adopt the Lawson realist methodology and identify broad structural changes in the markets in which banks operate, i.e. “mechanisms” and relate these to major trends, i.e. “events” such as the creation of strategic alliances.Findings – It is generally recognised that banks became international in response to the globalisation strategies of their multinational customers. However, the paper reveals that banks were also internationalising in response to structural changes in the financial services markets.Research limitations/implications – ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"72 6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132318416","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: 21
The internationalization of retailing: factors influencing the choice of franchising as a market entry strategy 零售业国际化:特许经营作为市场进入策略选择的影响因素
International Journal of Service Industry Management Pub Date : 2007-05-01 DOI: 10.1108/09564230710737826
A. Doherty
{"title":"The internationalization of retailing: factors influencing the choice of franchising as a market entry strategy","authors":"A. Doherty","doi":"10.1108/09564230710737826","DOIUrl":"https://doi.org/10.1108/09564230710737826","url":null,"abstract":"Purpose – The purpose of this paper is to examine the factors that motivate international retail companies to choose franchising as a method for entering international markets.Design/methodology/approach – Employs a qualitative methodology and a multiple case study design. Six major UK‐based international fashion retailers form the empirical basis for the work.Findings – Finds the motivating influences to be a combination of both organisational and environmental factors. International retailing experience, availability of financial resources, presence of a franchisable retail brand, company restructuring and influence of key managers emerge as the organisational factors while environmental influences are revealed as opportunistic approaches, local market complexities, domestic competitive pressures and availability of potential franchise partners.Practical implications – Provides a useful source of information for those retail firms considering internationalization via the franchising method. Research is ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"54 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125188980","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: 144
The globalization of law firms: managerial issues 律师事务所的全球化:管理问题
International Journal of Service Industry Management Pub Date : 2007-05-01 DOI: 10.1108/09564230710737835
Susan Segal‐Horn, Alison M. Dean
{"title":"The globalization of law firms: managerial issues","authors":"Susan Segal‐Horn, Alison M. Dean","doi":"10.1108/09564230710737835","DOIUrl":"https://doi.org/10.1108/09564230710737835","url":null,"abstract":"Purpose – To identify and discuss the changes arising within very large law firms from the pressure to provide global services and the issues for firms in implementing cross‐border integration.Design/methodology/approach – The research is qualitative, case‐based and exploratory, using a piloted topic guide. The study is of very large UK “City” law firms (i.e. those operating in over 20 countries) using in‐depth semi‐structured interviews with: managing partners, senior partners, partners and associates at “City” law firms, clients, US lawyers in London and non‐legal professionals. Data are triangulated with information from trade press, trade associations and firm reports.Findings – Identification of managerial issues of global integration common to law firms interviewed. These include: a shift to a “managed” firm and decline in professional autonomy; post‐acquisition integration and merger process issues; operationalization of global practices (such as common technology platforms, common systems practice...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"43 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124543040","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: 54
Exploring consumer experience of social power during service consumption 探索服务消费过程中社会权力的消费者体验
International Journal of Service Industry Management Pub Date : 2007-03-20 DOI: 10.1108/09564230710732911
K. Menon, H. Bansal
{"title":"Exploring consumer experience of social power during service consumption","authors":"K. Menon, H. Bansal","doi":"10.1108/09564230710732911","DOIUrl":"https://doi.org/10.1108/09564230710732911","url":null,"abstract":"Purpose – This research seeks to investigate consumer experiences of social power during service consumption. Specifically, this research examines the causes and consequences (cognition, expectations, emotions, and emotion expression) of consumer experiences of high and low power; and, given the key role of emotions in the experience and outcome of services, examines how emotions and emotion expression impacted satisfaction for high and low power consumers.Design/methodology/approach – A sample of 195 adult consumers of a range of services responded to a self‐administered survey with a mix of qualitative and quantitative measures.Findings – The data show that most experiences of power occurred in high contact services, underlining the social nature of consumer power. While high power experiences occurred due to consumer knowledge, service failure accounted for low power experiences. High power consumers have greater self‐oriented action thoughts while low power consumers have greater ruminative thoughts. ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"63 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125327495","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: 53
Managing employee empowerment in luxury hotels in Europe 管理欧洲豪华酒店的员工授权
International Journal of Service Industry Management Pub Date : 2007-03-20 DOI: 10.1108/09564230710732902
A. Klidas, P. Berg, C. Wilderom
{"title":"Managing employee empowerment in luxury hotels in Europe","authors":"A. Klidas, P. Berg, C. Wilderom","doi":"10.1108/09564230710732902","DOIUrl":"https://doi.org/10.1108/09564230710732902","url":null,"abstract":"Purpose – This paper aims to test four potential predictors of the behavior of empowered employees during the delivery of service to customers.Design/methodology/approach – A questionnaire measuring employees' perceptions of training, performance‐related rewards, customer‐oriented culture, empowering management style, and empowered behavior was filled out by 356 frontline employees of 16 luxury hotels in seven European countries. These statistical analyses removed common‐method bias.Findings – Results of regression analyses at the department level showed that two means of control – customer‐oriented culture and empowering management style – correlated significantly with empowered behavior.Research limitations/implications – The survey tool would benefit from further refinement. Creative replications of the survey in different service or hotel settings may benefit service managers, consultants as well as consumers, ultimately.Practical implications – A direct implication of this study's findings is that in...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"56 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124533310","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: 121
An empirical analysis of productivity growth in retail services: evidence from Spain 零售服务业生产率增长的实证分析:来自西班牙的证据
International Journal of Service Industry Management Pub Date : 2007-03-20 DOI: 10.1108/09564230710732894
Ricardo Sellers-Rubio, F. Mas-Ruiz
{"title":"An empirical analysis of productivity growth in retail services: evidence from Spain","authors":"Ricardo Sellers-Rubio, F. Mas-Ruiz","doi":"10.1108/09564230710732894","DOIUrl":"https://doi.org/10.1108/09564230710732894","url":null,"abstract":"Purpose – This paper seeks to estimate total productivity change in retailing firms and to decompose it into efficiency change and technical change (TC) (i.e. the consequence of innovation and adoption of new technologies).Design/methodology/approach – This paper adopts the efficient approach using the Malmquist productivity index for a sample of 96 supermarket chains operating in Spain between 1995 and 2003.Findings – The results show a slight increase in average annual productivity among the firms analysed.Research limitations/implications – The generalisation of the conclusions of the study to the whole sector should be made with caution, because only one of the players in the distribution channel has been analysed.Practical implications – It is shown that the main component of productivity change is TC. This result means that new ICTs have the capacity to alter the productive structures of retail firms, favouring their productivity.Originality/value – The contribution of this paper is based on the app...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125656051","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: 51
Complainer Characteristics When Exit is Closed 当出口关闭时，抱怨者的特征
International Journal of Service Industry Management Pub Date : 2007-03-20 DOI: 10.1108/09564230710732885
B. Tronvoll
{"title":"Complainer Characteristics When Exit is Closed","authors":"B. Tronvoll","doi":"10.1108/09564230710732885","DOIUrl":"https://doi.org/10.1108/09564230710732885","url":null,"abstract":"Purpose – The paper seeks to investigate whether the demographic and socio‐economic characteristics of complainers in a monopolistic market are different from those in a competitive market.Design/methodology/approach – A literature review is undertaken, with particular emphasis on the socio‐economic characteristics of complainers. An empirical study is then presented. The empirical study consists of a large survey of satisfaction among consumers of the Norwegian Office for Social Insurance – a monopolistic governmental service provider.Findings – The study reveals that complainers in this monopolistic market belong to lower socio‐economic groups. They typically have low incomes, are outside the labour market, have a modest standard of accommodation, and live alone.Research limitations/implications – The study analyses only one type of monopolistic institution in only one country. The generalisability of the findings might, therefore, be limited. The study demonstrates that consumer complaint behaviour in ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"1221 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129382567","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: 81
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