International Journal of Quality and Service Sciences最新文献

{"title":"Cross-cultural comparability of customer satisfaction measurement – the case of mobile phone service providers","authors":"Promporn Wangwacharakul, Silvia Márquez Medina, B. Poksinska","doi":"10.1108/IJQSS-01-2020-0011","DOIUrl":"https://doi.org/10.1108/IJQSS-01-2020-0011","url":null,"abstract":"\u0000Purpose\u0000Customers from different cultures might have different expectations and perceptions of quality, leading to different levels of satisfaction. Together with the construct and measurement equivalence issues of cross-cultural surveys, this raises the question of the comparability of customer satisfaction measurements across countries. The purpose of this study is to evaluate the survey method of anchoring vignettes as a tool for improving the comparability of customer satisfaction measurements across countries and to shed some light on cultural influences on customer satisfaction measurements.\u0000\u0000\u0000Design/methodology/approach\u0000Based on the models of American Customer Satisfaction Index and European Performance Satisfaction Index, the authors designed and conducted a survey using the method of anchoring vignettes to measure and compare customer satisfaction with mobile phone services in four countries – Costa Rica, Poland, Sweden and Thailand. The survey was carried out with young adults aged 20–30 years, who were mostly university students.\u0000\u0000\u0000Findings\u0000This study demonstrates how anchoring vignettes can be used to mitigate cultural bias in customer satisfaction surveys and to improve both construct and measurement equivalence of the questionnaire. The results show that different conclusions on cross-cultural benchmarking of customer satisfaction would be drawn when using a traditional survey compared to the anchoring vignettes method.\u0000\u0000\u0000Originality/value\u0000This paper evaluates the survey method of anchoring vignettes as a potential quantitative research method for studying customer satisfaction across countries. The results also contribute to customer satisfaction research as these shed some light onto how culture influences customer satisfaction measurements. The practical implication for firms and managers is that allocating resources among different countries based on traditional customer satisfaction surveys may be misleading.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"13 1","pages":"236-252"},"PeriodicalIF":2.6,"publicationDate":"2021-06-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49140824","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 workers and “difficult customers”: quality challenges at the front line","authors":"I. Gal, D. Yagil, G. Luria","doi":"10.1108/IJQSS-05-2020-0078","DOIUrl":"https://doi.org/10.1108/IJQSS-05-2020-0078","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to contribute to the literature on service quality and value co-creation and co-destruction by unpacking the phenomenon described as “difficult customers”, which has many associated costs for service organizations. The paper examines how frontline service employees make sense of and react to client behaviors that disrupt service processes.\u0000\u0000\u0000Design/methodology/approach\u0000This is a qualitative study with 128 frontline workers, who were interviewed about their perceptions, explanations and reactions to problem-related customers, using a sensemaking perspective.\u0000\u0000\u0000Findings\u0000Content analysis revealed 17 themes related to workers' perceptions, explanations and reactions to problem-related customers. Workers classify behaviors of problem-related customers in terms exceeding the single notion of intentionality that dominates the literature, instead referring to the degree of both controllability and malevolence of customers. Service workers choose a wide range of behavioral reactions that have not been studied before.\u0000\u0000\u0000Research limitations/implications\u0000A convenience sample, although large, limits generalizability. Suggestions for future quantitative research are proposed.\u0000\u0000\u0000Practical implications\u0000Based on the findings, the authors suggest specific directions related to managerial policy and organizational practices related to training and employee empowerment and service recovery routines.\u0000\u0000\u0000Originality/value\u0000The study introduces a new theoretical notion of “problem-related customers”, set within a value co-creation context. It presents findings that enable deeper understanding of the emotional and behavioral reactions of frontline workers to service disruptions and offers multiple scholarly contributions, new research directions and managerial insights that can help to improve service recovery and service quality\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"13 1","pages":"321-337"},"PeriodicalIF":2.6,"publicationDate":"2021-06-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45323884","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":"Applying quality concepts to achieve environmental sustainability in the freight transport sector – reviewing process management and lean","authors":"Priscilla Navarro","doi":"10.1108/IJQSS-02-2020-0029","DOIUrl":"https://doi.org/10.1108/IJQSS-02-2020-0029","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to revisit lean manufacturing and process management to review how these have targeted environmental sustainability and determine whether these have the potential to achieve environmental sustainability in small- and medium-sized companies within the freight transport sector.\u0000\u0000\u0000Design/methodology/approach\u0000The methodology for this paper was divided into three steps. The first step involved a narrative literature review, including previously designed search strings. The second step involved a snowball approach, where the identification of new sources departed from previously selected articles. The third step included a completing narrative review to search for the most recent articles published related to the purpose. The analysis was based on the identification of benefits, challenges and the potential of lean and process management to deal with environmental demands among transport companies.\u0000\u0000\u0000Findings\u0000The findings suggest a potential of lean and process management for achieving environmental sustainability, if adapted appropriately. The potential is on the operative and strategic levels, respectively.\u0000\u0000\u0000Research limitations/implications\u0000This study included two of the concepts from the quality movement from a literature perspective. Hence, there is a need for research to evaluate these results empirically. Additionally, other aspects should be studied within the quality movement for achieving environmental sustainability.\u0000\u0000\u0000Originality/value\u0000This paper aims to be a basis and a path for further theoretical and empirical research for the quality movement to support environmental sustainability. This paper particularly aims to fill part of the gap in the literature on how the freight transport sector can enhance environmental sustainability in its operations.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-06-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47766115","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":"Industry 4.0 an empirical analysis of users’ intention in the automotive sector","authors":"Martina Toni, M. Renzi, Maria Giovina Pasca, R. G. Mugion, L. D. Pietro, Veronica Ungaro","doi":"10.1108/IJQSS-04-2020-0062","DOIUrl":"https://doi.org/10.1108/IJQSS-04-2020-0062","url":null,"abstract":"","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":" ","pages":""},"PeriodicalIF":2.6,"publicationDate":"2021-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43185215","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":"Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery","authors":"S. Tseng","doi":"10.1108/IJQSS-07-2020-0115","DOIUrl":"https://doi.org/10.1108/IJQSS-07-2020-0115","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to examine the impact of the relationship quality on customer loyalty. The moderating role played by online service recovery in this study is further discussed.\u0000\u0000\u0000Design/methodology/approach\u0000A quantitative Web-based survey study was conducted to statistically test these relationships among relationship quality, service recovery and customer loyalty. Data collected from 183 respondents were taken for analysis through partial least squares.\u0000\u0000\u0000Findings\u0000The findings reveal that relationship quality has significant influence on customer loyalty, whereas service recovery has moderated effect on the relationship between relationship quality and customer loyalty.\u0000\u0000\u0000Research limitations/implications\u0000The respondents of this study were recruited from online panels; thus, a purposive sample could be a biased indication of the characteristics of the actual population. Therefore, it is suggested that future researchers enroll subjects from a statistical population that accurately represents the entire population and, in addition, that they collect more responses to increase the generalizability of the findings.\u0000\u0000\u0000Practical implications\u0000Because failures in service delivery are inevitable, recovery of such encounters thus represents a significant challenge for service firms. Hence, this study proposes concrete suggestions for firms to manage and operate e-commerce websites, as well as to enhance relationship quality and customer loyalty.\u0000\u0000\u0000Originality/value\u0000Service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to a physical competitor. Many firms have realized the importance of maintaining strong relationships with customers to enhance their loyalty. However, previous literature has a few studies conducted on the relationships among service recovery, relationship quality and customer loyalty in the e-commerce context. Therefore, it is meaningful to identify these relationships.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"13 1","pages":"300-320"},"PeriodicalIF":2.6,"publicationDate":"2021-06-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41475337","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":"Conceptions of quality as family resemblances","authors":"M. Francis, R. Fisher, Malin Song","doi":"10.1108/IJQSS-06-2020-0091","DOIUrl":"https://doi.org/10.1108/IJQSS-06-2020-0091","url":null,"abstract":"\u0000Purpose\u0000To consider how quality should be conceptualized to improve understanding for researchers and practitioners, some researchers have discussed quality in terms of an essence or necessary condition. Others have regarded quality as individual and experiential, based on differences in actors’ conceptions of quality. This paper aims to resolve the tension caused by these competing views and propose an appropriate method for future research in the area of quality.\u0000\u0000\u0000Design/methodology/approach\u0000In many studies, researchers have attempted to understand quality in terms of necessary conditions or through a dualistic ontology. At the same time, an increasing number of researchers have emphasized its experiential nature while discussing quality in conjunction with meeting customers’ expectations. This study investigates how quality can be understood using a conceptual framework based on family resemblances.\u0000\u0000\u0000Findings\u0000There is no necessary condition or essence by which quality may be conceptualized or defined. This finding resolves the tension that has arisen from the simultaneous search for a common feature and the assertion that quality is experientially created by individuals. The research also highlights that the nature of quality may differ between people, time and place, or some aspects of it may be the same. Regarding quality in terms of family resemblances accommodates actors’ different conceptions of quality. Phenomenography is proposed as an appropriate research approach with its focus on the qualitatively different ways in which actors make sense of phenomena in their lifeworld.\u0000\u0000\u0000Research limitations/implications\u0000Understanding quality as a family of attributes, and using phenomenography as method, provides methodological clarity to long-standing research issues. Using the approaches outlined in this study will enable empirical studies of quality, in any context, to be conducted soundly and relatively quickly. It will also provide a more inclusive and holistic set of meanings based on the experiences of individuals.\u0000\u0000\u0000Practical implications\u0000The research provides important insights for researchers and practitioners through clearer conceptions of quality. These include the ability to plan and deliver business outcomes that are more closely aligned with customers’ expectations. Understanding the conceptions of quality, as experienced and determined through family resemblances, has clear implications for researchers and practitioners.\u0000\u0000\u0000Originality/value\u0000Understanding actors’ conceptions of quality through the lens of family resemblances resolves long-standing research issues. Using phenomenography as method is innovative, as it is an emerging research approach in the business domain.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"13 1","pages":"282-299"},"PeriodicalIF":2.6,"publicationDate":"2021-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44404666","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":"Measuring maturity of value co-creation practices and its influence on market performance","authors":"Luciana Ronchi, G. Tontini, C. E. Carvalho","doi":"10.1108/IJQSS-03-2020-0048","DOIUrl":"https://doi.org/10.1108/IJQSS-03-2020-0048","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to propose a model to measure maturity in value co-creation practices and to evaluate its relationship with the market performance of textile companies.\u0000\u0000\u0000Design/methodology/approach\u0000The data were obtained through quantitative research with 100 companies of the Brazilian textile sector. A structural equation modeling was performed to verify the relationship between the constructs of the proposed model.\u0000\u0000\u0000Findings\u0000The results confirm the proposed model and show that, in addition to a direct impact, the relationship between the maturity of value co-creation practices and market performance also occurs indirectly, by meeting customer expectations. Value co-creation processes can meet customer expectations, leading the company to better market performance.\u0000\u0000\u0000Originality/value\u0000A model for assessing the maturity of value co-creation practices enables companies to diagnose their current situation, thereby supporting them in managing these practices and leading to better market performance.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"13 1","pages":"216-235"},"PeriodicalIF":2.6,"publicationDate":"2021-05-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41348067","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":"Advantages and disadvantages of developing an enterprise resource planning to manage quality in an accredited reality. COSMOB S.p.A case study","authors":"L. Bravi, F. Murmura, G. Santos, L. Tomassini, A. Gnaccarini","doi":"10.1108/IJQSS-04-2020-0052","DOIUrl":"https://doi.org/10.1108/IJQSS-04-2020-0052","url":null,"abstract":"This study aims to analyze the innovations introduced, with reference to enterprise resource planning, in the Italian wood–furniture sector, focusing attention on the COSMOB S.p.A. case study, identifying how this small company tried to exploit the advantages offered by the introduction of new digital technologies to remain competitive in the context of the accredited Test Laboratories in the furniture industry.,The research has been developed with a qualitative approach. The study is a conceptual development and it uses exploratory interviews to create a single case study of COSMOB. The case study was developed with the realization by the researcher of a long period of support to the company’s Quality Manager, and periodic bi-monthly interviews for an update of their perceptions on the development of the activity.,The need for rapid decision-making processes, the management of high volumes of data and the need for inter- and intra-organizational connection had a critical relief in company’s decision to adopt the integrated software. As for the main problems related to its adoption, these were the duration of the implementation of the operation, the complexity of the system and its limited adaptability.,The value of the paper relies on the development of an in-depth company case study, where the researcher supported the implementation of the system for the entire activity, obtaining therefore, a qualitative base of information that cannot be obtained through limited interviews.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"13 1","pages":"253-267"},"PeriodicalIF":2.6,"publicationDate":"2021-05-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49631741","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":"How should a team be rewarded to improve quality performance of NPD?","authors":"Alejandro Bello-Pintado, F. Marimon, J. M. D. Cerio","doi":"10.1108/IJQSS-05-2020-0073","DOIUrl":"https://doi.org/10.1108/IJQSS-05-2020-0073","url":null,"abstract":"\u0000Purpose\u0000This paper aims to analyze the impact of team rewards (TR) on quality performance of new product development (NPD). In particular, the authors analyze whether the use of TR affects the performance of NPD team projects in not only accomplishing their work as a team and the outcomes of their performance but also considering the enhancement of the involvement of both internal functions and external actors (suppliers and customers) in the early stages of NPD.\u0000\u0000\u0000Design/methodology/approach\u0000The association of TRs on quality performances of new products is theoretically approached. Seven research hypotheses are proposed to be tested with an international database from the high performance manufacturing project. Empirical strategy includes structural equation modeling.\u0000\u0000\u0000Findings\u0000The authors observed that TR does not produce a direct effect on quality performance of NPD, but does so mediated through the involvement of SC members in the early stages of NPD. This paper highlights that, without involvement of external and internal supply chain actors, it is not possible to obtain desired performance of new products.\u0000\u0000\u0000Originality/value\u0000This study advances the study of TR on quality performance of NPD by considering TR as a tool for in-group work involving different and distant actors in the process of NPD. The analysis considers different dimensions of quality performance of NPD, distinguishing between time to market, technical issues and cost of manufacturing, which have usually been considered in an aggregated way. Empirical evidence using an ample database including manufacturing companies from fourteen countries\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"13 1","pages":"177-197"},"PeriodicalIF":2.6,"publicationDate":"2021-05-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"62014031","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":"Employees’ psychological capital and innovative behavior in higher education","authors":"Barbara Rebecca Mutonyi","doi":"10.1108/IJQSS-02-2020-0024","DOIUrl":"https://doi.org/10.1108/IJQSS-02-2020-0024","url":null,"abstract":"The purpose of this study is to examine the role of psychological capital (PsyCap) among employees in the higher education (HE) sector. Specifically, the aim of this paper is threefold. First, this study explores the effect of psychological empowerment (PsyEmp) and the two organizational culture factors of clan and market on PsyCap. Second, the study also examines the relationships between PsyEmp, PsyCap and individual innovative behavior (IIB). Third, this paper examines the mediating role of PsyCap on IIB and PsyEmp.,A conceptual model was developed and tested on 250 university employees in Norway. Partial least squares structural equation modeling was used to analyze the data.,The analysis shows that both PsyCap and PsyEmp have a direct positive relationship with IIB. The results also reveal that PsyEmp, clan culture and market culture are all positively and significantly linked to PsyCap. The relationship between IIB and PsyEmp is also mediated by PsyCap.,This study extends the knowledge of PsyCap in the context of the HE sector. For managers, the study highlights the importance of investing in and managing employees’ PsyCap. In addition, although perceived PsyEmp at work can strengthen the level of IIB among employees, employees’ PsyCap can be much more influential. Furthermore, the study contributes new knowledge regarding the symbiotic nature of various organizational culture types and the benefits of having both a clan culture and a market culture in enhancing organizational capabilities.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":"13 1","pages":"198-215"},"PeriodicalIF":2.6,"publicationDate":"2021-05-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48449505","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}