International Journal of Quality and Service Sciences最新文献

{"title":"Collaborating in a health-care process: partner, not customer","authors":"Margareta Karlsson","doi":"10.1108/ijqss-09-2021-0126","DOIUrl":"https://doi.org/10.1108/ijqss-09-2021-0126","url":null,"abstract":"\u0000Purpose\u0000The internal customer concept is used with different definitions and purposes in research and in practice – an ambiguity with implications for both scholars and practitioners. The purpose of this study is, therefore, to explore the representation of the internal customer concept in quality management literature and reflect on how the user may affect collaboration in health-care processes, in particular between a service function and health-care staff.\u0000\u0000\u0000Design/methodology/approach\u0000A review of the internal customer concept in the literature, followed by a conceptual discussion based on previous studies and theories of organizational discourse.\u0000\u0000\u0000Findings\u0000Three predominant types of relationships related to the internal customer concept were found. The study shows that the ambiguity in the use of the concept may have consequences for the interpretation and application of research results. Potential undesirable consequences with regard to collaboration in processes are discussed.\u0000\u0000\u0000Originality/value\u0000This study contributes to a new understanding of the internal customer concept in research and practice. As collaboration within and between organizations is increasingly required in many parts of health care, careful considerations become necessary regarding concepts used for relationships to avoid sub-optimization and “us-versus-them” thinking and to strengthen trust-based relationships.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-10-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48540803","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 recovery in unaffected consumers: evidence of a recovery paradox","authors":"Marcus Wardley","doi":"10.1108/ijqss-03-2021-0038","DOIUrl":"https://doi.org/10.1108/ijqss-03-2021-0038","url":null,"abstract":"\u0000Purpose\u0000This paper aims to examine the effects of a general service recovery effort in consumers who were not victims of the service failure.\u0000\u0000\u0000Design/methodology/approach\u0000This study uses a 2 × 2 between-subjects design comparing a service failure announcement with apology and an anniversary event announcement, either with a 15% discount or no discount on purchase intentions.\u0000\u0000\u0000Findings\u0000A service recovery effort involving an apology and 15% discount leads to higher purchase intention in consumers who were not victims of the service failure in comparison to a control. The unexpected apology generates surprise, which amplifies the effect of the discount, leading to higher purchase intention.\u0000\u0000\u0000Practical implications\u0000The results of this study suggest that apologizing and offering a discount for a minor service failure can have positive effects on consumers who were not victims of the service failure. Thus, if a company is unsure which consumers have been affected by a service failure, this study shows that issuing a general apology for the failure does not have negative effects in unaffected consumers.\u0000\u0000\u0000Originality/value\u0000To the best of the author’s knowledge, this paper is the first to examine the effects of a service recovery effort in consumers who were not victims of the service failure and the first to find evidence of a service recovery paradox in unaffected consumers.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45350600","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":"Which leadership roles modify employee perceptions of CSR activities? Job satisfaction implications in the case of the tourism industry","authors":"P. Trivellas, P. Dekoulou, Panagiotis Polychroniou, Vassileios Tokakis","doi":"10.1108/ijqss-04-2020-0054","DOIUrl":"https://doi.org/10.1108/ijqss-04-2020-0054","url":null,"abstract":"\u0000Purpose\u0000This paper aims to examine the influence of leadership roles on the corporate social responsibility (CSR) activities as perceived by employees, as well as their impact on job satisfaction.\u0000\u0000\u0000Design/methodology/approach\u0000Drawing upon a sample of 245 employees in the tourism industry, a structured questionnaire was developed to measure leadership roles and CSR activities as perceived by employees. The competing values model was adopted to operationalize leadership roles.\u0000\u0000\u0000Findings\u0000Results indicate that different leadership roles are linked with different dimensions of CSR activities, although innovator role proved to prevail on this association. More specifically, innovator role is related to all CSR dimensions, followed by monitor which is associated with the philanthropic and environmental dimensions. The broker role is related only to environmental CSR actions.\u0000\u0000\u0000Research limitations/implications\u0000The possibility to generalize the results to other countries with different characteristics (e.g. regulatory framework, economic development) needs to be investigated further by carrying out similar studies.\u0000\u0000\u0000Practical implications\u0000Understanding the nature of the association between leadership and CSR activities would enable practitioners to pursue or cultivate these roles and behaviors creating strategic value by fostering their multidimensional impact upon the social context.\u0000\u0000\u0000Originality/value\u0000The present research has led to the diagnosis of the leadership role profiles supporting CSR strategies in the tourism industry. Findings also highlighted the importance of the innovator leadership role in explaining the variance of different aspects of CSR activities.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-10-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46791726","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":"Rewards and employee creativity among rural healthcare employees: the mediating role of organizational support for innovation and the moderating impact of supervisory support","authors":"Samuel T. Opoku, Bettye A Apenteng, K. Boakye","doi":"10.1108/ijqss-11-2020-0187","DOIUrl":"https://doi.org/10.1108/ijqss-11-2020-0187","url":null,"abstract":"\u0000Purpose\u0000This paper aims to explore the mediating effect of organizational support for innovation and moderating impact of supervisory support on how rewards shape employee creativity among rural healthcare employees, a group with few resources and considerable expectations.\u0000\u0000\u0000Design/methodology/approach\u0000Using a regression-based moderated path analysis, the authors tested the hypotheses with healthcare employee survey data from a large Southern rural hospital in the USA.\u0000\u0000\u0000Findings\u0000The empirical results suggest organizational support for innovation mediates the influence of rewards on employee creativity. In addition, the indirect effect of rewards on employee creativity via organizational support for innovation is moderated by supervisory support, such that the indirect effect is more pronounced at high levels of supervisory support than at low levels of supervisory support.\u0000\u0000\u0000Originality/value\u0000This study contributes to the organizational support and creativity literature by exploring the indirect relations of rewards on employee creativity through organizational support for innovation, and the moderating role of supervisory support in such relations.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-09-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45352991","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":"Servitization in the creative and cultural industries","authors":"Jon Sundbo, L. Rubalcaba, F. Gallouj","doi":"10.1108/ijqss-01-2021-0017","DOIUrl":"https://doi.org/10.1108/ijqss-01-2021-0017","url":null,"abstract":"\u0000Purpose\u0000This paper aims to develop a conceptual framework for understanding the role of servitization in the creative and cultural industries (CCI).\u0000\u0000\u0000Design/methodology/approach\u0000A conceptual model is proposed based on five elements: servitization drivers (digitalization in particular), agents, modes (based on the standardization/customization dynamics), servitization mechanisms (the authors provide a new classification) and service experiences.\u0000\u0000\u0000Findings\u0000CCI is not considered a natural part of the service sector. They drive economic and social development and are part of the innovation ecosystem. They are confronting a set of emerging dynamics in which servitization plays a leading role. Servitization is a way to move toward value co-creation by transforming existing business models. Servitization – with digitalization facilitates the co-creation of CCI-based experiences for customers, users and other stakeholders.\u0000\u0000\u0000Research limitations/implications\u0000In terms of further research implications, these theoretical and managerial considerations call for empirical research of the servitization of CCI to investigate how and how much it develops.\u0000\u0000\u0000Practical implications\u0000CCI companies need new business models that combine servitization, digitalization and value co-creation in the right mix. “One size fits all” does not work. Business models have to consider the right mix.\u0000\u0000\u0000Originality/value\u0000The proposed conceptual model provides a novel understanding of servitization and CCI and changes the focus from the “production” or push side (e.g. artistic creativity and messages) that has characterized much CCI theory toward the demand or pull side and buyers’ (users) increased power.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-09-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46345571","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":"Motivations for ISO 9001 quality management system implementation and certification – mapping the territory with a novel classification proposal","authors":"L. Fonseca, M. Cardoso, Maria Henriqueta Nóvoa","doi":"10.1108/ijqss-02-2021-0031","DOIUrl":"https://doi.org/10.1108/ijqss-02-2021-0031","url":null,"abstract":"\u0000Purpose\u0000This paper aims to identify and characterize the motivations for ISO 9001 quality management system (QMS) implementation and certification, with a novel, valid and business-oriented scale applied to a large sample. Instead of adopting a normative approach focusing on the internal/external nature of the motivation, this investigation aims to emphasize the ISO 9001 driving forces from an instrumental (productivity, market and competitiveness) perspective.\u0000\u0000\u0000Design/methodology/approach\u0000This study is framed with a quantitative methodology supported by an email survey encompassing a sample of 526 Portuguese ISO 9001 certified organizations. Descriptive statistics, exploratory factorial analysis (EFA), t-tests and correlation analysis were performed according to the proposed research questions.\u0000\u0000\u0000Findings\u0000Regarding the motivations, three factors were obtained by applying EFA: market, productivity and competitiveness. The respondent organizations consider the productivity factor (mainly related to internal motivations) to be the most important. Concerning the other factors, competitiveness in the sector is ranked second and the reasons related to the market come in third. Additionally, organizations of medium dimension (between 50 and 249 employees), certified up to 1999 or from the private sector, give greater relevance to motivations related to the market and competitiveness.\u0000\u0000\u0000Research limitations/implications\u0000This investigation suffers from the limitations inherent to the survey methodology (e.g. potential bias) and a Portuguese sample’s restrictions. Moreover, this research does not cover organizations that have been certified after 2015, namely, with an initial ISO 9001:2015 certification. Nevertheless, most of the respondents’ organizations remain ISO 9001 certified today.\u0000\u0000\u0000Practical implications\u0000The information provided allows managers to know the driving forces and motivations behind seeking ISO 9001 certification. It can assist certification bodies in fine-tuning their marketing strategies to attract new customers and support ISO 9001 stakeholders in the ISO 9001 revision cycles.\u0000\u0000\u0000Social implications\u0000Policymakers can also adjust policies to foster ISO 9001 certification accordingly. Furthermore, as Wawak et al. (2020) suggested, with ISO starting a new revision cycle for ISO 9001, an increase in the research topic is expected. This study brings additional knowledge that can assist ISO stakeholders in that process.\u0000\u0000\u0000Originality/value\u0000This study presents a novel, valid and more business-oriented scale to characterize and identify the motivations for ISO 9001 QMS certification and maps the driving forces for ISO 9001 certification in a large sample size of diverse organizations. The instrumental nature of the scale (productivity, market and competitiveness) improves the consistency with recent research on ISO 9001 contributions for organizational performance compared with previous scales that focused on the internal/external nature of","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48051229","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":"Russian government quality award: 25 years towards organizational excellence","authors":"T. Salimova, Su Mi Dahlgaard-Park, L. Biryukova, Julia R. Palkina, N. Vatolkina","doi":"10.1108/ijqss-07-2021-0101","DOIUrl":"https://doi.org/10.1108/ijqss-07-2021-0101","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to review the Russian Federation Government Quality Award (RFGQA) over its 25-year existence.\u0000\u0000\u0000Design/methodology/approach\u0000This paper looks into the evolution, model and key provisions of RFGQA, based on the authors’ long-time experience as an Award assessor. Apart from that, methodologically, this study uses the desktop research method, comparative literature review.\u0000\u0000\u0000Findings\u0000The research results show that RFGQA over its 25 years has become the most popular approach to the development of organizational excellence for Russian enterprises and organizations, regardless of the sphere of activity.\u0000\u0000\u0000Research limitations/implications\u0000This paper presents the core results of RFGQA’s 25-year existence. The comparison of the current Russian Quality Award model with the new European Foundation for Quality Management model is not analyzed.\u0000\u0000\u0000Originality/value\u0000This research paper extends current knowledge of national quality awards and presents an original set of information about RFGQA, its methodology and results.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43488961","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":"Investigating service innovation, bank reputation and customer trust: evidence from Indian retail banking","authors":"Abhijeet Biswas, Deepakshi Jaiswal, R. Kant","doi":"10.1108/ijqss-03-2021-0042","DOIUrl":"https://doi.org/10.1108/ijqss-03-2021-0042","url":null,"abstract":"\u0000Purpose\u0000Global proliferation had a noteworthy impact on the Indian retail banking industry and mushrooming banks have entailed to emphasize on customer satisfaction (CS) quotient to remain competitive. This study aims to illuminate determinants of CS and customer trust (CT) and their denouement in Indian retail banking.\u0000\u0000\u0000Design/methodology/approach\u0000The top six Indian private sector banks were selected hinged on market capitalization. A total of 460 responses from retail bank customers were gathered using a structured questionnaire. Direct and indirect relationships were analyzed with mediation and moderation by using structural equation modeling.\u0000\u0000\u0000Findings\u0000The study identifies determinants of CS and CT. The results manifest that perceived service innovation (PSI) and bank reputation (BR) considerably aggrandize CS and CT. Furthermore, CS strikingly magnifies customer loyalty (CL). The study also posits that CT partially mediates between the nexus of PSI and BR on the one side and CS on the other. Moreover, perceived risk moderates the association between CS and loyalty.\u0000\u0000\u0000Research limitations/implications\u0000The study demonstrates indispensable drivers of CS, CT and CL which may encourage bank professionals to hold on to their customers and enhance profitability.\u0000\u0000\u0000Originality/value\u0000Here is a dearth of literature on PSI and BR in the Indian banking industry. Thus, the study supplements literature by assimilating these constructs through a compendious conceptual model. The study is distinct as it evaluates mediating effects of CT in unfurling complexities of relationships among the underlying constructs.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45139346","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 role of switching cost in the e-service recovery framework among banking customers","authors":"A. Jose, S. Mathew, R. G, Dony Peter Chacko, Ajith K. Thomas","doi":"10.1108/ijqss-11-2020-0172","DOIUrl":"https://doi.org/10.1108/ijqss-11-2020-0172","url":null,"abstract":"\u0000Purpose\u0000The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents.\u0000\u0000\u0000Design/methodology/approach\u0000A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale.\u0000\u0000\u0000Findings\u0000The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction.\u0000\u0000\u0000Practical implications\u0000The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process.\u0000\u0000\u0000Originality/value\u0000This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47421089","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 synergetic effect of after sales service, customer satisfaction, loyalty and repurchase intention on word of mouth","authors":"M. Nasir, M. Adil, A. Dhamija","doi":"10.1108/ijqss-01-2021-0015","DOIUrl":"https://doi.org/10.1108/ijqss-01-2021-0015","url":null,"abstract":"\u0000Purpose\u0000Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing literature has shed light on some key roles that after-sale service and the larger customer support system could play in attaining the same. Specifically, this paper aims to attempt to model the linkages between after-sales service, service quality, customer satisfaction, customer loyalty and word of mouth (WOM).\u0000\u0000\u0000Design/methodology/approach\u0000A structured questionnaire was used to collect data from 280 two-wheeler owners, who had a recent experience of after sales service at their respective authorized service centers, through purposive sampling method.\u0000\u0000\u0000Findings\u0000The findings reveal that both customer loyalty and repurchase intention significantly and positively mediate the relationship between customer satisfaction and word of mouth. This indicates that satisfied customers are more likely to be loyal to the service firms and would spontaneously engage themselves with positive word of mouth.\u0000\u0000\u0000Originality/value\u0000Despite the increasing importance of after-sales service, empirical researches on this subject have been quite limited. This study aims at filling the void in extant literature by examining the inter-relationships between after-sales service, service quality, customer satisfaction and WOM.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-08-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46562138","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}