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International Journal of Service Industry Management最新文献

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A strategic review of operations and marketing functions in retail banks 对零售银行业务和营销职能的战略回顾
International Journal of Service Industry Management Pub Date : 2006-08-01 DOI: 10.1108/09564230610680668
Mun-sung Rhee, S. Mehra
{"title":"A strategic review of operations and marketing functions in retail banks","authors":"Mun-sung Rhee, S. Mehra","doi":"10.1108/09564230610680668","DOIUrl":"https://doi.org/10.1108/09564230610680668","url":null,"abstract":"Purpose – Aims to examine the performance affects of strategic integration in retail banking services.Design/methodology/approach – Using a survey of retail banking executives, it is examined as to how the role of operations and marketing areas can assist retail banks to shape their competitive strategies.Findings – It is found that proactiveness and competitive strategy substantially affect a retail bank's performance based on the strength of integration of operations and marketing areas.Research limitations/implications – Research is limited to retail banking services.Originality/value – The research broadens the scope of the strategic fit concept towards the analysis of performance effects due to functional integration in retail banks.","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"55 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":"122472173","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: 25
Loyalty Myths: Hyped Strategies That Will Put You Out of Business and Proven Tactics That Really Work 忠诚迷思:会让你破产的炒作策略和行之有效的策略
International Journal of Service Industry Management Pub Date : 2006-08-01 DOI: 10.1108/09564230610680686
P. Gemmel
{"title":"Loyalty Myths: Hyped Strategies That Will Put You Out of Business and Proven Tactics That Really Work","authors":"P. Gemmel","doi":"10.1108/09564230610680686","DOIUrl":"https://doi.org/10.1108/09564230610680686","url":null,"abstract":"","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"54 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":"121421545","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: 9
Identifying determinants of success in development of new high‐contact services 确定开发新型高接触服务成功的决定因素
International Journal of Service Industry Management Pub Date : 2006-08-01 DOI: 10.1108/09564230610680659
M. Ottenbacher, J. Gnoth, Peter Jones
{"title":"Identifying determinants of success in development of new high‐contact services","authors":"M. Ottenbacher, J. Gnoth, Peter Jones","doi":"10.1108/09564230610680659","DOIUrl":"https://doi.org/10.1108/09564230610680659","url":null,"abstract":"Purpose – The purpose of this study is to gain insight into factors that contribute to the success in high contact new service development (NSD) projects.Design/methodology/approach – Data were collected via questionnaires from hospitality managers knowledgeable about NSD in their organization (sample size =183; response rate 38.1 percent). Discriminant analysis was used to identify the factors that are responsible for successful high contact NSD projects in the hospitality industry.Findings – Research results indicate that seven factors play a distinctive role in the outcome of high contact NSD: market attractiveness, strategic human resource management, market responsiveness, empowerment, training of employees, employee commitment and marketing synergy.Research limitations/implications – This study was conducted in only one industry (hospitality) and one country (Germany) and included only the views of managers.Practical implications – This study outlines the importance of human resource management fact...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"299 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":"133606487","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: 159
Arousal expectations and service evaluations 唤醒期望和服务评价
International Journal of Service Industry Management Pub Date : 2006-05-01 DOI: 10.1108/09564230610667087
A. Mattila, Jochen Wirtz
{"title":"Arousal expectations and service evaluations","authors":"A. Mattila, Jochen Wirtz","doi":"10.1108/09564230610667087","DOIUrl":"https://doi.org/10.1108/09564230610667087","url":null,"abstract":"Purpose – This paper aims to test a theoretical framework that explains arousal congruency effects on consumer perceptions of intrinsically pleasant service environments.Design/methodology/approach – A 3 (low and high target‐arousal manipulation plus control group) by 3 (low, medium and high actual arousal) true experimental design was used to test our research hypotheses in a cafe context. The research methodology involved video simulations and role‐playing instructions.Findings – The findings from our experiment indicate that that an intrinsically attractive store environment can be perceived as unpleasant if it fails to match the consumer's desired level of stimulation (arousal congruency). Similar congruency effects were found for satisfaction with the experience. The control group, on the other hand, responded positively to all levels of actual arousal, thus suggesting that arousal expectations are an important moderator of customer evaluations of service environments.Practical implications – The fin...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"96 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127617389","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: 56
Service validity and service reliability of search, experience and credence services. A scenario study 搜索、体验和信任服务的服务有效性和服务可靠性。情景研究
International Journal of Service Industry Management Pub Date : 2006-05-01 DOI: 10.1108/09564230610667113
M. Galetzka, J. Verhoeven, A. Pruyn
{"title":"Service validity and service reliability of search, experience and credence services. A scenario study","authors":"M. Galetzka, J. Verhoeven, A. Pruyn","doi":"10.1108/09564230610667113","DOIUrl":"https://doi.org/10.1108/09564230610667113","url":null,"abstract":"Purpose – The purpose of this research is to add to our understanding of the antecedents of customer satisfaction by examining the effects of service reliability (Is the service “correctly” produced?) and service validity (Is the “correct” service produced?) of search, experience and credence services.Design/methodology/approach – Service validity and service reliability were manipulated in scenarios describing service encounters with different types of services. Customer satisfaction was measured using questionnaires.Findings – Service validity and service reliability independently affect customer satisfaction with search services. For experience services, service validity and service reliability are necessary conditions for customer satisfaction. For credence services, no effects of service validity were found but the effects of service reliability on customers' satisfaction were profound.Research limitations/implications – Scenarios provided a useful method to investigate customer evaluation of differe...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"25 2","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114030384","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
Call centre management: responsibilities and performance 呼叫中心管理:职责和绩效
International Journal of Service Industry Management Pub Date : 2006-05-01 DOI: 10.1108/09564230610667122
G. Robinson, C. Morley
{"title":"Call centre management: responsibilities and performance","authors":"G. Robinson, C. Morley","doi":"10.1108/09564230610667122","DOIUrl":"https://doi.org/10.1108/09564230610667122","url":null,"abstract":"Purpose – To investigate call centre management from the perspective of the managers, particularly what the key management responsibilities are in managing call centres and the key performance indicators (KPIs) used in managing call centres.Design/methodology/approach – A survey of call centre managers, followed by in‐depth interviews.Findings – There is confusion over the strategic intent of call centres. Centres are primarily used by organisations as a means of reducing costs, with customer service delivery a secondary consideration. Call centre managers, however, declared customer service as their main management responsibility.Practical implications – The metrics employed in the call centres resulted in managers concentrating on the call itself rather than the outcome of the call from the perspective of the customer or the organisation. Some quantitative measures were used as proxies for customer service, but the achievement of the relevant KPI became a goal in its own right. There appears to be an in...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"23 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114963228","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: 106
The relationship of service provider power motivation, empowerment and burnout to customer satisfaction 服务提供者权力、动机、授权、倦怠与顾客满意的关系
International Journal of Service Industry Management Pub Date : 2006-05-01 DOI: 10.1108/09564230610667104
D. Yagil
{"title":"The relationship of service provider power motivation, empowerment and burnout to customer satisfaction","authors":"D. Yagil","doi":"10.1108/09564230610667104","DOIUrl":"https://doi.org/10.1108/09564230610667104","url":null,"abstract":"Purpose – Burnout, which is caused by chronic stress, is common in the service professions and has a negative effect, both on the service provider's job performance and customer satisfaction. Empowerment is a potential buffer against the stress involved in service roles, but its advantages may depend on the service provider's desire to be empowered. The study examines several interactive effects of empowerment and seeking power on service provider burnout. In addition, the study examined the relationship between service providers' burnout and customers' reports of their satisfaction with the service.Design/methodology/approach – Questionnaires were administered to 198 participants, comprising 99 service provider‐customer dyads coming from public service organizations, that is government offices, welfare services, health services, and education, and private services, that is banks and communication companies. The dyads selected for the study were engaged in a “service relationship,” that is, the customer h...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"49 9","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"120973647","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: 85
New aspects of research into service encounters and service quality 服务接触和服务质量研究的新方面
International Journal of Service Industry Management Pub Date : 2006-05-01 DOI: 10.1108/09564230610667096
G. Svensson
{"title":"New aspects of research into service encounters and service quality","authors":"G. Svensson","doi":"10.1108/09564230610667096","DOIUrl":"https://doi.org/10.1108/09564230610667096","url":null,"abstract":"Purpose – The objective is two‐fold. The first is to describe contemporary and future penetration (i.e. analysis and understanding) in service encounter research. The other is to describe contemporary and future abstraction in service quality research.Design/methodology/approach – The paper provides a conceptual discussion of new aspects of research into service encounters and service quality.Findings – There are still flaws in the contemporary penetration of service encounters and the contemporary abstraction of the service quality construct.Research limitations/implications – Service encounters and service quality pertain not only to human interactions, but also to the interaction between individuals and self‐service technology. The new aspects of service encounters and service quality described here are restricted to the interaction between individuals. It is argued that an extended penetration of service encounters, and an extended abstraction of the service quality construct, taken together, provide ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124478794","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: 133
Switching barriers in business‐to‐business services: a qualitative study 企业对企业服务的转换障碍:一项定性研究
International Journal of Service Industry Management Pub Date : 2006-03-01 DOI: 10.1108/09564230610656980
V. Yanamandram, L. White
{"title":"Switching barriers in business‐to‐business services: a qualitative study","authors":"V. Yanamandram, L. White","doi":"10.1108/09564230610656980","DOIUrl":"https://doi.org/10.1108/09564230610656980","url":null,"abstract":"Purpose – To investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business‐to‐business (B2B) services sector.Design/methodology/approach – A qualitative study was conducted, with 28 personal interviews undertaken with managers who are involved in the choice of service providers. The respondents belonged to 24 organisations located in Australia. Template analysis and eyeballing were techniques used to analyse the data collected.Findings – Assessment of the reasons why dissatisfied customers stayed with the service providers resulted in six categories. The categories were found to be, in order of decreasing frequency, impact of alternative providers, switching costs (18), others (17), inertia (14), investment in relationships (13), and service recovery (13). The results not only confirmed factors found in the literature, but also uncovered 11 other factors.Research limitations/implications – The sample size, whilst appropriate for qualitative research, should be co...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"67 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128046325","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: 204
Improving call centre agent performance 提高呼叫中心座席绩效
International Journal of Service Industry Management Pub Date : 2006-03-01 DOI: 10.1108/09564230610656971
V. S. Mahesh, Anand Kasturi
{"title":"Improving call centre agent performance","authors":"V. S. Mahesh, Anand Kasturi","doi":"10.1108/09564230610656971","DOIUrl":"https://doi.org/10.1108/09564230610656971","url":null,"abstract":"Purpose – The study was designed to understand important aspects of the call centre agents' job, from their point of view, and the relationships between these aspects and agent effectiveness as perceived by agents' supervisors.Design/methodology/approach – Qualitative data gathering (from 113 agents) involved three methods: critical incidents, behavioural events interviews and focus group interviews. Based on the items thus identified, a questionnaire was administered (n=169) to agents in two call centres, and the results were analysed using factor analysis and correlation analysis.Findings – Four distinct factors emerged from the analysis: intrinsic motivation (IM, α=0.91), reward/recognition (RR, α=0.56), customer stress (CS, α=0.85) and stress management (SM, α=0.74). IM correlated positively with effectiveness, especially among experienced agents. CS correlated negatively with IM and positively with RR; SM correlated positively with IM.Research limitations/implications – Some limitations are: self‐rep...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126515514","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
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