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International Journal of Service Industry Management最新文献

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Interactions between Service Customers: Managing On‐site Customer‐to‐Customer Interactions for Service Advantage: The Poznan University of Economics Publishing House 服务客户之间的互动:管理现场客户对客户的互动以获得服务优势:波兹南经济大学出版社
International Journal of Service Industry Management Pub Date : 2007-03-20 DOI: 10.1108/09564230710732920
K. Rogoziński
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引用次数: 1
The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors 唤醒一致性在影响消费者满意度评价和店内行为中的作用
International Journal of Service Industry Management Pub Date : 2007-03-20 DOI: 10.1108/09564230710732876
Jochen Wirtz, A. Mattila, Rachel L.P. Tan
{"title":"The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors","authors":"Jochen Wirtz, A. Mattila, Rachel L.P. Tan","doi":"10.1108/09564230710732876","DOIUrl":"https://doi.org/10.1108/09564230710732876","url":null,"abstract":"Purpose – It is widely accepted that consumers enter into a service consumption experience with a set of expectations, including affective expectations. This research aims to investigate the matching effects between arousal‐level expectations and perceived stimulation (i.e. arousal congruency) on satisfaction and in‐store behaviors.Design/methodology/approach – A 3 (under‐stimulation, arousal congruency and under‐stimulation) perceived arousal congruency)×2 valence (pleasant or unpleasant environment) factorial design was employed and tested across two service settings, a music store and a book store. A short narrative was used to induce arousal level expectations (high and low). Subjects were then exposed to a video clip in which the actual arousal of the store environment was manipulated at three levels (high, moderate, low). Consequently, subjects could perceive the store environment to match their expectations (arousal congruency), exceed their expectations (over‐stimulation) or to fall short of their...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"42 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":"116682426","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: 107
Problem solving within professional services: evidence from the medical field 专业服务中的问题解决:来自医学领域的证据
International Journal of Service Industry Management Pub Date : 2006-10-01 DOI: 10.1108/09564230610689759
E. Jaakkola, Aino Halinen
{"title":"Problem solving within professional services: evidence from the medical field","authors":"E. Jaakkola, Aino Halinen","doi":"10.1108/09564230610689759","DOIUrl":"https://doi.org/10.1108/09564230610689759","url":null,"abstract":"Purpose – To test the validity of the presumed characteristics of professional services by studying their manifestation in the problem solving that occurs in service production.Design/methodology/approach – The paper uses medical research as secondary data to study the existence of associations between the presumed characteristics of professional services and problem solving in the medical context. A systematic review of empirical studies concerning physicians' prescribing decisions is conducted.Findings – Supporting assumptions presented in the literature, specialist knowledge of professional and customer participation was found to influence prescribing decisions. The assumption regarding collegial control was partially supported. Some degree of contradiction was found with respect to the presumed professional autonomy and altruism. Whilst the professional services literature emphasises factors related to the client's problem, the service encounter and the profession, we conclude that problem solving is ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"21 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116953225","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: 70
An application‐based classification to understand buyer‐supplier interaction in business services 基于应用程序的分类，以理解业务服务中的买方-供应商交互
International Journal of Service Industry Management Pub Date : 2006-10-01 DOI: 10.1108/09564230610689786
F. Wynstra, B. Axelsson, W. V. D. Valk
{"title":"An application‐based classification to understand buyer‐supplier interaction in business services","authors":"F. Wynstra, B. Axelsson, W. V. D. Valk","doi":"10.1108/09564230610689786","DOIUrl":"https://doi.org/10.1108/09564230610689786","url":null,"abstract":"Purpose – Most existing classifications of business services have taken the perspective of the supplier as opposed to that of the buyer. To address this imbalance, the purpose of this paper is to propose a classification of business services based on how the buying company applies the service with respect to its own business processes.Design/methodology/approach – The paper considers some specific aspects of the process of buying and exchanging business services, focusing on the everyday production and consumption of services as opposed to the initial purchasing and negotiation phases.Findings – Earlier literature has developed similar, albeit less elaborate classifications, but does not provide detailed insight into how such classifications are related to differentiated buyer‐supplier interaction. This classification distinguishes between four business service applications; as a component, semi‐manufacture, instrument or consumable. For each of these four types of services, interaction has to achieve dif...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125250522","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: 162
Strategic Management of Professional Service Firms, 3rd edition 专业服务公司战略管理，第3版
International Journal of Service Industry Management Pub Date : 2006-10-01 DOI: 10.1108/09564230610689803
P. Gemmel
{"title":"Strategic Management of Professional Service Firms, 3rd edition","authors":"P. Gemmel","doi":"10.1108/09564230610689803","DOIUrl":"https://doi.org/10.1108/09564230610689803","url":null,"abstract":"","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130722403","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: 63
The role of prior knowledge in international franchise partner recruitment 先验知识在国际特许经营合作伙伴招聘中的作用
International Journal of Service Industry Management Pub Date : 2006-10-01 DOI: 10.1108/09564230610689768
L. Altınay, Catherine L. Wang
{"title":"The role of prior knowledge in international franchise partner recruitment","authors":"L. Altınay, Catherine L. Wang","doi":"10.1108/09564230610689768","DOIUrl":"https://doi.org/10.1108/09564230610689768","url":null,"abstract":"Purpose – To investigate the role of prior knowledge in the international franchise partner recruitment process and to evaluate how cultural distance influences the role of prior knowledge in this process.Design/methodology/approach – A single embedded case study of an international hotel firm was the focus of the enquiry. Interviews, observations and document analysis were used as the data collection techniques.Findings – Findings reveal that prior knowledge of the franchisor enables the franchisor to coordinate more efficiently with prospective partners. However, the case study firm experienced a great deal of cultural distance in different country markets. The greater the cultural distance, the more challenges the firm has to face in terms of upgrading and adapting its prior knowledge to local needs.Research limitations/implications – The findings are based on a hotel franchise chain, and may not be generalisable to other firms or industry sectors, although the literature on international management do...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"113990747","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: 52
The role of technology readiness in customers' perception and adoption of self‐service technologies 技术准备度在客户感知和采用自助服务技术中的作用
International Journal of Service Industry Management Pub Date : 2006-10-01 DOI: 10.1108/09564230610689795
J. Lin, Pei-Ling Hsieh
{"title":"The role of technology readiness in customers' perception and adoption of self‐service technologies","authors":"J. Lin, Pei-Ling Hsieh","doi":"10.1108/09564230610689795","DOIUrl":"https://doi.org/10.1108/09564230610689795","url":null,"abstract":"Purpose – This study aims to examine how technology readiness (TR) influences customers' perception and adoption of self‐service technologies (SSTs) through development of an empirical model to explore the relationships among TR, perceived service quality, satisfaction and behavioral intentions toward SSTs.Design/methodology/approach – A theoretical framework is proposed to suggest the links between the four constructs. Extant research and concepts from various fields, including marketing, psychology and information system (IS), are reviewed, deriving six hypotheses. Data from SST users is examined through structural equation modeling (SEM).Findings – Results indicate TR influences perceived SST service quality and behavioral intentions, while perceived SST service quality has a positive impact on customer satisfaction and behavioral intentions toward SSTs.Research limitations/implications – This study represents an early attempt at explaining the role of TR in customer SST usage. Future research directio...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"34 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127422397","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: 306
Customer knowledge transfer and key account management in professional service organizations 专业服务机构的客户知识转移和大客户管理
International Journal of Service Industry Management Pub Date : 2006-08-01 DOI: 10.1108/09564230610680631
Satu Nätti, Aino Halinen, Niina Hanttu
{"title":"Customer knowledge transfer and key account management in professional service organizations","authors":"Satu Nätti, Aino Halinen, Niina Hanttu","doi":"10.1108/09564230610680631","DOIUrl":"https://doi.org/10.1108/09564230610680631","url":null,"abstract":"Purpose – Effective customer‐specific knowledge transfer is the cornerstone of customer value creation in professional service organizations. In order to formulate a coherent service offering across different expertise areas, it is crucial to share customer‐specific knowledge between professionals, business functions and units. The purpose of this study is to offer insights into the role of key account management (KAM) systems in facilitating this process.Design/methodology/approach – The work is based on an explorative case study in which the implementation of the KAM system in two consulting and training companies was investigated. Comparison of the two cases in terms of KAM design and success in knowledge transfer enabled conclusions to be drawn about the role of KAM as a knowledge carrier and a “linking pin” in a loosely coupled organization.Findings – Organizational fragmentation and insufficient communication channels among experts and subgroups of professional organizations cause problems in relati...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"32 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124601043","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: 70
Temporal and spatial e‐service value 时间和空间服务价值
International Journal of Service Industry Management Pub Date : 2006-08-01 DOI: 10.1108/09564230610680677
Kristina Heinonen
{"title":"Temporal and spatial e‐service value","authors":"Kristina Heinonen","doi":"10.1108/09564230610680677","DOIUrl":"https://doi.org/10.1108/09564230610680677","url":null,"abstract":"Purpose – To develop a conceptual framework for temporal and spatial e‐service value.Design/methodology/approach – In the empirical study, the temporal and spatial value of e‐services is qualitatively explored. Positioned within service research, a conceptualisation of customer perceived value based on benefit and sacrifice of technical, functional, temporal and spatial dimensions is used.Findings – The qualitative study identifies subdimensions of temporal and spatial value. In addition to benefits such as access and flexibility, these subdimensions also involve aspects related to temporal and spatial sacrifice. The subdimensions indicate the versatility of the dimensions. Another finding is the interdependence between the benefit and sacrifice of service value.Research limitations/implications – Extends prior research by qualitatively describing benefit and sacrifice of temporal and spatial value. Presents a conceptual model of temporal and spatial e‐service value. Future research needs to quantitativel...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"36 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114998985","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: 90
Critical contractual issues of outsourced operation and maintenance service for commercial buildings 商业楼宇外判营运及维修服务的重要合约事宜
International Journal of Service Industry Management Pub Date : 2006-08-01 DOI: 10.1108/09564230610680640
J. Lai, F. Yik, Phil Jones
{"title":"Critical contractual issues of outsourced operation and maintenance service for commercial buildings","authors":"J. Lai, F. Yik, Phil Jones","doi":"10.1108/09564230610680640","DOIUrl":"https://doi.org/10.1108/09564230610680640","url":null,"abstract":"Purpose – Building operation and maintenance (O&M) service, which embraces a wide range of specialist trades, has been increasingly outsourced through discrete contracts. This paper aims to study the issues critical to outsourced O&M contracts for commercial buildings. \u0000 \u0000Design/methodology/approach – The paper takes a transaction cost approach to analyse the findings from face-to-face interviews with 22 O&M practitioners in Hong Kong. \u0000 \u0000Findings – The analysis revealed that they practitioners generally had limited understanding about the concepts of contract. Lacking a standard form for O&M contracts, some contracts were formed rather loosely and irregularities in contract conditions are common. Disputes frequently arise from the scope of work although the practitioners considered well defined work scope is paramount to a successful contract. \u0000 \u0000Research limitations/implications – Besides the need to study how to improve practitioners' knowledge about O&M service contracts, further studies are required to investigate which or which combination of the contract concepts would be suitable for particular types of O&M contracts where their scale and complexity are dependent on the trade of work required to serve the building. \u0000 \u0000Originality/value – This paper uncovers a number of contractual issues that are critical to the performance of outsourced O&M service for commercial buildings.","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132280224","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
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