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International Journal of Service Industry Management最新文献

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Defining relationship quality for customer‐driven business development: A housing‐mortgage company case 为客户驱动的业务发展定义关系质量:一个住房抵押贷款公司案例
International Journal of Service Industry Management Pub Date : 2006-03-01 DOI: 10.1108/09564230610657006
I. Roos, A. Gustafsson, B. Edvardsson
{"title":"Defining relationship quality for customer‐driven business development: A housing‐mortgage company case","authors":"I. Roos, A. Gustafsson, B. Edvardsson","doi":"10.1108/09564230610657006","DOIUrl":"https://doi.org/10.1108/09564230610657006","url":null,"abstract":"Purpose – The purpose of this study is to compare the company's perception of their business to the customers' dynamic view of their relationships with the same company.Design/methodology/approach – Customers are interviewed about their perceptions of the relationships. The interviews are analyzed by using SPAT (switching path analysis technique) that divides the relationships into different parts with priority to their relevance for the strength of the relationships.Findings – Customers who experience triggers in their relationships evaluate their mortgage provider differently than those who do not. The construct that influences the dynamism and the differing evaluations is defined as the trigger function. Three trigger categories are identified and described: the situational, the influential, and the reactional. In order to further verify the dynamic aspect of the customer relationship, evidence of customers' dynamic evaluations and of how the company's own perceptions of the business differ from those ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"5 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":"128228756","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: 33
Services research - a truly global discipline 服务研究——一个真正的全球性学科
International Journal of Service Industry Management Pub Date : 2006-03-01 DOI: 10.1108/IJSIM.2006.08517BAA.001
Jochen Wirtz, S. Brah
{"title":"Services research - a truly global discipline","authors":"Jochen Wirtz, S. Brah","doi":"10.1108/IJSIM.2006.08517BAA.001","DOIUrl":"https://doi.org/10.1108/IJSIM.2006.08517BAA.001","url":null,"abstract":"","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"72 12 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":"127160939","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: 1
E‐customers' third party complaining and complimenting behavior E -客户的第三方抱怨和赞美行为
International Journal of Service Industry Management Pub Date : 2006-03-01 DOI: 10.1108/09564230610656999
Lynn Goetzinger, Jungkun Park, R. Widdows
{"title":"E‐customers' third party complaining and complimenting behavior","authors":"Lynn Goetzinger, Jungkun Park, R. Widdows","doi":"10.1108/09564230610656999","DOIUrl":"https://doi.org/10.1108/09564230610656999","url":null,"abstract":"Purpose – To provide an initial framework for online third party complaining and complimenting behavior as a consequence of online product or customer service failure or success, using a third party consumer evaluation web site.Design/methodology/approach – Based on critical incidents supplied by consumers in a third party consumer forum web site, a clear picture of the type and frequency of online service failures and successes is expected to develop using critical incident technique and scientific text analyzing methods for qualitative analysis.Findings – The speed of shipping, shipping materials or packaging and customer service appear to be critical for the online transaction to be a success. Ease of ordering was shown to influence the likelihood of complimenting the most. The results provided support for the existence of bivalent satisfiers, monovalent satisfiers and monovalent dissatisfiers within the online retail environment.Research limitations/implications – Text analyzer has certain software li...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"30 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":"125040267","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: 67
Online community: enhancing the relationship marketing concept through customer bonding 网络社区:通过客户粘合强化关系营销理念
International Journal of Service Industry Management Pub Date : 2005-12-01 DOI: 10.1108/09564230510625778
Isabelle Szmigin, Louise Canning, Alexander E. Reppel
{"title":"Online community: enhancing the relationship marketing concept through customer bonding","authors":"Isabelle Szmigin, Louise Canning, Alexander E. Reppel","doi":"10.1108/09564230510625778","DOIUrl":"https://doi.org/10.1108/09564230510625778","url":null,"abstract":"Purpose – To revisit relationship marketing in the context of the digital economy.Design/methodology/approach – The paper develops a conceptual framework (the customer bonding triangle) that enables greater understanding of the contributions of service delivery and online communities in the development of bonds in interactive relationships. The function of the three key elements of the framework (namely service value, technical infrastructure and interactivity) in enabling bonding via internet communities, is developed.Findings – Suggests that firms rethink the role and nature of the consumer and that in order to facilitate bonding firms must make use of systems that are tightly integrated yet can also incorporate flexibility to help develop better understanding amongst participants.Originality/value – Provides a framework to help understand key elements in interactive relationships.","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"53 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130596636","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: 157
Operational loss and new service design 运营损失和新服务设计
International Journal of Service Industry Management Pub Date : 2005-12-01 DOI: 10.1108/09564230510625769
Michael Shulver
{"title":"Operational loss and new service design","authors":"Michael Shulver","doi":"10.1108/09564230510625769","DOIUrl":"https://doi.org/10.1108/09564230510625769","url":null,"abstract":"Purpose – The understanding of operational failure (or loss generally) and its role as an imperative for service design is underdeveloped. This paper investigates external and internal loss categories (such as market failure, and unexploited resource development) and their relationship to the loss response; specifically, reactions to loss in the form of ex post loss control via new service design (NSD).Design/methodology/approach – The investigation consists of complimentary theoretical and empirical dimensions and includes the analysis of five service design cases. This analysis deploys a model based upon the extant service design and innovation, resource‐based view and operational risk literatures.Findings – The findings question the universal applicability of extant normative and descriptive models of service design. After arguing that their use should be limited to specific contexts, the paper proposes a new, more general conception of service design modes.Originality/value – The paper comments on pat...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"256 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121204240","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
The Role of Customer Clubs in Recent Telecom Relationships 顾客俱乐部在最近电信关系中的作用
International Journal of Service Industry Management Pub Date : 2005-12-01 DOI: 10.1108/09564230510625750
I. Roos, A. Gustafsson, B. Edvardsson
{"title":"The Role of Customer Clubs in Recent Telecom Relationships","authors":"I. Roos, A. Gustafsson, B. Edvardsson","doi":"10.1108/09564230510625750","DOIUrl":"https://doi.org/10.1108/09564230510625750","url":null,"abstract":"Purpose – The purpose of this study is to enhance understanding of the club's role in the customer relationships of a telecommunications company by re‐considering the concepts of frequency and commitment in a telecom‐customer club.Design/methodology/approach – We interviewed telecom customers that were members of a Swedish telecom company's customer club. The approach was to understand the customer evaluation of the customer club. We conducted 44 in‐depth interviews with members of the loyalty club.Findings – We found an umbrella concept for the club regarding loyalty: a keeping function, which divided the customer club in two ways: the affective role makes the customer stay with the company and the calculative role with a more inferred loyalty function. The expressions that were not connected to loyalty is the attracting function.Research limitations/implications – The limitations of our qualitative study include the small sample size, and it represents only one kind of industry and one company.Originali...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"143 2","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133111869","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: 38
Relationships among customer orientation, service orientation and job satisfaction in financial services 金融服务业中顾客导向、服务导向与工作满意度的关系
International Journal of Service Industry Management Pub Date : 2005-12-01 DOI: 10.1108/09564230510625787
I. Saura, G. B. Contrí, A. Taulet, B. M. Velázquez
{"title":"Relationships among customer orientation, service orientation and job satisfaction in financial services","authors":"I. Saura, G. B. Contrí, A. Taulet, B. M. Velázquez","doi":"10.1108/09564230510625787","DOIUrl":"https://doi.org/10.1108/09564230510625787","url":null,"abstract":"Purpose – The present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division.Design/methodology/approach – After the literature review, the method of empirical analysis consisting in quantitative intervention with an ad hoc survey using a structured questionnaire was developed. Regression analysis with mediation is used to contrast the hypotheses on the links between the constructs analysed.Findings – Both reliability and factorial analysis of the scales used provided satisfactory results. CO was found to produce mediated effects, through SO, on overall JS. The mediator role was identified as human resources management practice, service systems practice and service leadership practice. In addition, in all cases, a direct, positive asso...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"41 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122048996","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
Gender differs: assessing a model of online purchase intentions in e‐tail service 性别差异:评估电子零售服务中的在线购买意向模型
International Journal of Service Industry Management Pub Date : 2005-12-01 DOI: 10.1108/09564230510625741
Yu-bin Chiu, Chieh-Peng Lin, Ling-Lang Tang
{"title":"Gender differs: assessing a model of online purchase intentions in e‐tail service","authors":"Yu-bin Chiu, Chieh-Peng Lin, Ling-Lang Tang","doi":"10.1108/09564230510625741","DOIUrl":"https://doi.org/10.1108/09564230510625741","url":null,"abstract":"Purpose – This study proposes a model of online purchase intentions. Four exogenous constructs – namely, personal awareness of security, personal innovativeness, perceived ease of purchasing, and perceived usefulness – have not only direct influences on attitudes and online purchase intentions, but also have indirect influences on online purchase intentions through the mediation of attitudes.Design/methodology/approach – Data were collected via questionnaires from customers of the leading internet service provider (ISP) in Taiwan. Structural equation modeling (SEM) was used to examine the model.Findings – The influences of personal innovativeness and perceived usefulness on attitudes and online purchase intentions are similar for males and females. The influences of personal awareness of security on both attitudes and online purchase intentions are strong for males, while no such effects exist for females. The influences of perceived ease of purchasing on both attitudes and online purchase intentions are ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116739377","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: 348
Perceived risk and the consumer buying process: internet airline reservations 感知风险和消费者购买过程:互联网机票预订
International Journal of Service Industry Management Pub Date : 2005-09-01 DOI: 10.1108/09564230510614004
L. F. Cunningham, J. Gerlach, Michael D. Harper, C. Young
{"title":"Perceived risk and the consumer buying process: internet airline reservations","authors":"L. F. Cunningham, J. Gerlach, Michael D. Harper, C. Young","doi":"10.1108/09564230510614004","DOIUrl":"https://doi.org/10.1108/09564230510614004","url":null,"abstract":"Purpose – This research aims to investigate the premise that the use of internet airline reservation systems is perceived to be riskier than traditional airline reservation shopping.Design/methodology/approach – A survey of 263 respondents investigated perceived risk at various stages of the consumer buying process.Findings – The results reveal that perceived risk for airline reservation services follows a pattern throughout the consumer buying process. When viewed as a dynamic process, perceived risk for internet airline services shows more radical changes in risk levels than the traditional service. The analyses indicate that performance, physical, social, and financial risk are related to perceived risk at certain stages of the consumer buying process.Practical implications – A major finding of this study is that there is a risk premium for internet airline reservation services and the risk premium permeates all stages of the consumer buying process. It is further demonstrated that the internet risk pr...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"62 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126277740","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: 243
Customer confidence: the development of a “pre‐experience” concept 客户信心:“预体验”概念的发展
International Journal of Service Industry Management Pub Date : 2005-09-01 DOI: 10.1108/09564230510614013
P. Flanagan, R. Johnston, D. Talbot
{"title":"Customer confidence: the development of a “pre‐experience” concept","authors":"P. Flanagan, R. Johnston, D. Talbot","doi":"10.1108/09564230510614013","DOIUrl":"https://doi.org/10.1108/09564230510614013","url":null,"abstract":"Purpose – The purpose of this paper is to better understand the concept of “confidence”, to assess its relationship with customer contact and to identify the dimensions and triggers of “confidence” in an important organisation with which many people may have only limited contact.Design/methodology/approach – The research was commissioned by the Northamptonshire Police in the UK and was based on data collected through focus groups held in the area. The groups were split into individuals who had limited contact with the police and individuals who had traumatic dealings with the police (e.g. had been the victim of a serious crime).Findings – The findings supported earlier research which suggested that there was a fall in confidence after contact with the police. The analysis of the discussions revealed four key dimensions of confidence (i.e. what made people feel confident). Several types of confidence triggers were also identified, over some of which the police have control, pre‐contact, during contact and ...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2005-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126827259","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: 60
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