International Journal of Quality and Service Sciences最新文献

{"title":"Improving service quality through customer feedback – the case of NPS in IBM’s training services","authors":"Alexander Ziegler, T. Peisl, R. Raeside","doi":"10.1108/ijqss-09-2022-0106","DOIUrl":"https://doi.org/10.1108/ijqss-09-2022-0106","url":null,"abstract":"\u0000Purpose\u0000The paper extends the discussion on the merit of using a net promoter score (NPS) to enhance the service design of organisations and to facilitate quality monitoring and improvement. NPS is a basic measure to assess the likelihood of a customer recommending an organisation to somebody else. This paper aims to show that this metric can be effective in monitoring and improving the quality of workplace training.\u0000\u0000\u0000Design/methodology/approach\u0000Investigating the merit of using NPS to improve organisational training involved a longitudinal study of training provided by IBM. Data is analysed using panel regression and partial correlation methods. Workplace training delivery is the unit of analysis in which an NPS and conventional customer satisfaction score evaluations were conducted at the end of the delivery. The efficacy of these measures to improve quality are compared and insights derived from analysing NPS are investigated.\u0000\u0000\u0000Findings\u0000The findings indicate that, although NPS is not necessarily related to the results or success of a business, from a corporate perspective it can provide a solid basis from which to make business decisions that benefit a company. The authors found that NPS was associated with improved satisfaction with training, although significant regional variations were observed. Building on the data, a service business model is proposed advocating NPS as a tool for continuous improvement.\u0000\u0000\u0000Practical implications\u0000The contribution to practice includes a clearer understanding of NPS as a quality and service improvement indicator and also as a driver for a service business design. In addition, it is indicated that enterprises operating in multiple regions should consider regional variations in NPS.\u0000\u0000\u0000Originality/value\u0000By analysis of IBM’s training data, the authors gain an understanding of an industry in which quality and the use of NPS has not been extensively studied. The data also offers a rich dimension in the examination of the factors that should be considered to effectively implement an NPS service improvement plan.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-07-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46886157","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}

{"title":"Stimulating HRM practices through innovative culture: an empirical study on the UAE’s government agencies","authors":"M. Alosani, H. Al-Dhaafri","doi":"10.1108/ijqss-09-2022-0092","DOIUrl":"https://doi.org/10.1108/ijqss-09-2022-0092","url":null,"abstract":"\u0000Purpose\u0000There is an assumption that innovative culture is considered to contribute to improving human resource management (HRM) practices. However, very little is known about this topic as well as innovations within the context of the government sector. Based on that, this study aims to investigate, theoretically and empirically, the impact of innovative culture on HRM practices with the moderating role of knowledge sharing in this association.\u0000\u0000\u0000Design/methodology/approach\u0000The data was obtained from government agencies in the United Arab Emirates (UAE). This study used structural equation modelling to test the proposed hypotheses and SPSS to perform a preliminary analysis.\u0000\u0000\u0000Findings\u0000The findings show that innovative culture significantly and positively affects HRM practices. Moreover, knowledge sharing plays an important moderating role between innovative culture and HRM.\u0000\u0000\u0000Research limitations/implications\u0000The findings have several theoretical and practical implications. The study provides useful insights into the significance of innovative culture and knowledge sharing in stimulating HRM. The findings will help government agencies improve their employees’ capabilities by customising knowledge sharing and creating a culture that supports innovative activities within their agencies.\u0000\u0000\u0000Originality/value\u0000Private-sector organisations are concerned about factors that enhance innovative activities as one of the factors of development, improvement and enhancement of competitive advantage. However, in government, especially in the UAE, research into the part played by innovation remains uncommon, particularly into the role of knowledge sharing and innovative culture in enhancing HRM practices. To the best of the researchers’ knowledge, this is one of the pioneer studies to examine the impact of both innovative culture and knowledge sharing on HRM in a government environment context.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45391606","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}

{"title":"Mapping the concept of online purchase experience: a review and bibliometric analysis","authors":"Mohammad Anas, Mohammed Naved Khan, S. Uddin","doi":"10.1108/ijqss-07-2022-0077","DOIUrl":"https://doi.org/10.1108/ijqss-07-2022-0077","url":null,"abstract":"\u0000Purpose\u0000Modern businesses strategically focus on improving the online purchase experience (OPE) of customers to acquire a long-term competitive edge. However, the intellectual knowledge structure of OPE research remains uncharted, necessitating further investigation. This study aims to provide a concise synthesis of the evolution, trends and advancements of consumers’ OPE research using bibliometrics.\u0000\u0000\u0000Design/methodology/approach\u0000Firstly, the authors inventorised the relevant OPE literature, and then the bibliometric trends and the domain’s performance (top articles, outlets and authors) were analysed and illustrated through tables and narratives. Secondly, science mapping tools (such as co-occurrence) and visualisation strategy were deployed to pinpoint relevant OPE research themes and highlight the domain’s intellectual structure.\u0000\u0000\u0000Findings\u0000The most significant findings concern the most prolific authors, outlets, most cited articles and five thematic clusters forming the ground for potential future research paths. Also, these thematic clusters depicted the intellectual knowledge structure that emerged from the OPE research domain.\u0000\u0000\u0000Research limitations/implications\u0000This review may be helpful for future academic researchers to identify future research paths in the domain and practitioners to help make policy decisions while formulating and articulating their marketing strategy.\u0000\u0000\u0000Originality/value\u0000Deploying the VOSviewer and Bibliometrix-R software together, this review is most likely the first attempt to the best of the authors’ knowledge to provide a thorough bibliometric synthesis of the OPE research domain.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"41 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-06-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41258420","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}

{"title":"Readiness for agile-sustainability in health-care organizations","authors":"Albi Thomas, M. Suresh","doi":"10.1108/ijqss-06-2022-0056","DOIUrl":"https://doi.org/10.1108/ijqss-06-2022-0056","url":null,"abstract":"\u0000Purpose\u0000This study aims to identify the agile-sustainability readiness factors and analyze them in the context of health-care organization. In this study, agile-sustainability refers to “adapt to the changing environment and respond quickly by maximum using the resources as well as supporting the three pillars of sustainability”.\u0000\u0000\u0000Design/methodology/approach\u0000The “total interpretive structural modelling” (TISM) is used to examine the interrelationships of the identified readiness factors, and to classify the identified readiness factors based on its power to drive and depend on other factors, “Matrice d’impacts croisés multiplication appliquée á un classment (MICMAC) analysis” was used.\u0000\u0000\u0000Findings\u0000This study used a “literature review and experts’ opinion” to identify ten agile-sustainability preparedness characteristics. Organizational leadership, multi-skilled and multi-knowledgeable employees and decision-making autonomy were identified as critical elements in this study.\u0000\u0000\u0000Research limitations/implications\u0000The research focuses primarily on readiness for agile-sustainability in health-care sector.\u0000\u0000\u0000Practical implications\u0000This research aids health-care administrators and managers in their decision-making. This study suggests that the evaluation of the readiness factors would promote in raising service standards, ensuring an agile and sustainable health-care operations. The readiness elements that support effective implementation of agile-sustainability in health care require a higher priority from health-care management.\u0000\u0000\u0000Originality/value\u0000This study created a structural model for health-care organizations based on the TISM-based preparedness for agile-sustainability framework, which is a novel effort for adopting agile-sustainability in health care.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-05-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44290589","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}

{"title":"Development of a student-centred manual using appreciative inquiry","authors":"O. Fadiya","doi":"10.1108/ijqss-05-2022-0045","DOIUrl":"https://doi.org/10.1108/ijqss-05-2022-0045","url":null,"abstract":"\u0000Purpose\u0000Unlike common evaluation procedures where students are only used to gather information without being involved in the utilisation of the information, the procedure applied in this study involved students in the process of implementing the gathered information in the improvement of learning and the development of a student-centred learning resource. This study aims to improve learning by involving students in the improvement process through appreciative inquiry (AI) and give students a different teaching method.\u0000\u0000\u0000Design/methodology/approach\u0000In this study, AI was used to identify the best of an existing learning resource; co-envisioning the possibilities that can improve the learning resource and co-constructing the possibilities along with the students that will benefit from the improved learning resource.\u0000\u0000\u0000Findings\u0000Through the five phases of AI, students generated ideas for improving the learning resource and the ideas were implemented in creating an improved learning resource. The improved learning resource was evaluated by other students that did not participate in creating the improved learning resource. Majority of the students said the improved learning resource was more impactful on their learning, better than the original learning resource.\u0000\u0000\u0000Originality/value\u0000AI has hitherto been mostly focussed on other aspects of teaching and learning than aspects that require subject knowledge such as the development of teaching and learning resources. Hence, in this study, students were engaged as co-creators in developing a student-centred self-learning study manual.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47948867","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}

{"title":"Editorial: A practical SQUARE Guide on quality service for boards of disability service providers for adults with intellectual disability in Australia","authors":"R. Wallace, J. Rimes, Vicki Bitskika","doi":"10.1108/ijqss-03-2023-189","DOIUrl":"https://doi.org/10.1108/ijqss-03-2023-189","url":null,"abstract":"","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-03-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45618809","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}

{"title":"Assessing and improving co-creation in services: the customer-centric matrix","authors":"Arbia Chatmi, Karim Elasri, Frédéric Ponsignon","doi":"10.1108/ijqss-11-2021-0177","DOIUrl":"https://doi.org/10.1108/ijqss-11-2021-0177","url":null,"abstract":"\u0000Purpose\u0000The strategy of co-creation with customers is a fast-growing topic within the academic community, which companies are trying to master. This study aims to elucidate the range of possible co-creation strategies and identify how service firms can assess and improve co-creation to reap the most benefits.\u0000\u0000\u0000Design/methodology/approach\u0000This study examines 13 companies from five service industries, using netnography to analyse how they approach co-creation. The firms’ co-creation strategy is analysed according to the forms of co-creation they choose and the type of activities involved in the value chain, primary, support and corporate social responsibility (CSR).\u0000\u0000\u0000Findings\u0000This study identifies three co-creation axes (C3) for companies: primary activities, support activities and CSR activities. Then, four levels of customer involvement (A4) are defined as follows: levels zero (await), one (advise), two (assist) and three (act). As such, this study positions firms according to the A4C3 customer-centric matrix.\u0000\u0000\u0000Practical implications\u0000In this co-creation benchmark, firms should use the A4C3 customer-centric matrix to understand their positions vis-à-vis competitors. This allows firms to establish an appropriate co-creation strategy for their services so that customers are the actors in their personalised service.\u0000\u0000\u0000Originality/value\u0000This study is the first to propose a framework through which a company can identify three types of co-creation activities (primary, secondary, CSR; C3), using it to increase co-creation and draw inspiration from other companies.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-03-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44391440","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}

{"title":"Interplay between perceived value, trust and continuance intention: evidence in the sharing economy","authors":"John Tumaku, Jianxin Ren, K. Boakye, K. Ofori, Aidatu Abubakari","doi":"10.1108/ijqss-05-2022-0048","DOIUrl":"https://doi.org/10.1108/ijqss-05-2022-0048","url":null,"abstract":"\u0000Purpose\u0000Over the past decade, research into sharing economy platforms has gained prominence. The purpose of this study is to investigate the role of perceived value (both hedonic and utilitarian) in attracting consumer engagement in the sharing economy, as well as its link with trust.\u0000\u0000\u0000Design/methodology/approach\u0000This study used a survey method to empirically tested the proposed model using the partial least squares approach to structural equation modeling on data from 320 DiDi app users.\u0000\u0000\u0000Findings\u0000The study's findings revealed that both hedonic and utilitarian value had a significant effect on satisfaction and trust in the platform. Although the results showed no effect of hedonic and utilitarian values on trust in driver, the authors found trust in driver and platform, and satisfaction had significant influences on users’ continued intention to use the Taxi-hailing app. Interestingly, this study suggests that trust in the platform is transferred to trust in the driver.\u0000\u0000\u0000Originality/value\u0000The results from the Necessary Condition Analysis shows that satisfaction and utilitarian value are necessary conditions of continuance intention.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-02-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43794745","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}

{"title":"The relationship between students’ psychological capital, social-contextual factors and study-related outcomes – an empirical study from higher education in Norway","authors":"T. Slåtten, Gudbrand Lien, V. H. Batt-Rawden, Solveig Beyza Evenstad, Terje Onshus","doi":"10.1108/ijqss-11-2021-0160","DOIUrl":"https://doi.org/10.1108/ijqss-11-2021-0160","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the relationships between students’ psychological capital (PsyCap), social-contextual factors and study-related outcomes. Social-contextual factors are represented by two education-related variables: academic support and peer support. Three study-related outcome variables are included, namely, study engagement, academic performance and student well-being.\u0000\u0000\u0000Design/methodology/approach\u0000Students from different higher education campuses and academic programs in Norway participated.\u0000\u0000\u0000Findings\u0000PsyCap is directly related to the three study-related outcome variables. The relationship between PsyCap and academic performance is mediated by study engagement. The two social-contextual factors (academic support and peer support) are both related to PsyCap. Finally, PsyCap also mediated the relationship between the two social-contextual factors and the three study-related outcome variables.\u0000\u0000\u0000Research limitations/implications\u0000Overall, the findings reveal that PsyCap has a key role in all study-related outcomes. Accordingly, managers of higher education institutions should take students’ PsyCap seriously and seek ways to intervene and manage the different resources embraced in the concept of PsyCap.\u0000\u0000\u0000Originality/value\u0000This study contributes to a relatively new but seemingly growing area of research in educational management, focusing on the role of student PsyCap.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-01-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43833025","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}

{"title":"Service quality scale development for fully automatic operation metro system","authors":"Zhenfang He, Hao Hu, Min Zhang, Fang Qin","doi":"10.1108/ijqss-01-2022-0010","DOIUrl":"https://doi.org/10.1108/ijqss-01-2022-0010","url":null,"abstract":"\u0000Purpose\u0000Fully automatic operation (FAO) metro system is the trend of urban rail in modern cities. This study aims to develop a service quality scale for measuring passenger service perception in the context of FAO metro system.\u0000\u0000\u0000Design/methodology/approach\u0000Based on the interviews and the dimensions proposed in the previous service quality scales of the public transport sector, this study develops a multidimension service quality scale. Face-to-face interviews and surveys are conducted to obtain the riding experience and satisfaction of passengers in the metro stations of Beijing Subway Yanfang Line and Beijing Daxing International Airport Express that are FAO metro lines. Reliability, validity and nomological validity of our scale are demonstrated.\u0000\u0000\u0000Findings\u0000Six dimensions (i.e. tangibles, information, safety, efficiency, empathy and innovation) and 22 items are included in the scale through quantitative analysis. It is found that all of the six dimensions have a significant relationship with passenger satisfaction. Especially information and innovation are the more important dimensions of FAO metro system service quality.\u0000\u0000\u0000Originality/value\u0000This study contributes to the service quality literature in the public transport sector taking the FAO metro system as the object. The findings may provide a guide for the FAO metro operators to evaluate and improve their service quality.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2022-11-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48344633","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}