PROD: Empirical (Service) (Topic)最新文献_第2页

How to Win Back the Disgruntled Consumer? The Omni-Channel Way 如何赢回不满的消费者?全渠道方式

PROD: Empirical (Service) (Topic) Pub Date : 2018-04-07 DOI: 10.24052/JBRMR/V12IS04/ART-20

A. Shetty, J. S., Jayant Kalghatgi

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引用次数: 5

The Impact of Training on Team Effectiveness in Hotel Industry 酒店业培训对团队效能的影响

PROD: Empirical (Service) (Topic) Pub Date : 2017-06-07 DOI: 10.2139/ssrn.3065770

Narender Suhag

{"title":"The Impact of Training on Team Effectiveness in Hotel Industry","authors":"Narender Suhag","doi":"10.2139/ssrn.3065770","DOIUrl":"https://doi.org/10.2139/ssrn.3065770","url":null,"abstract":"The aim of this study is to examine the impact of no training for the new employees and re-training of the existing employees. A review has been done on different aspects of the training. The findings of this study will reveal the drawbacks of lack of interest and investment in the training and how it affects the overall running of the organization. There are many factors which needs to considered in order to ensure effectiveness of training like support from management, attitude, training style and environment, open mindedness of trainer, job related factors etc. The implications of no trainings are lesser job satisfaction and job retention which increases the overall cost of the organization in firing and hiring new employees. To keep the staff motivated and to ensure the overall growth, trainer identifies the different areas of improvement and continuously works with the departmental heads which makes them capable of performing the duties and responsibilities in an efficient manner. The hospitality industry is facing skilled workforce challenges. Success in meeting these challenges is on the ability of the industry’s stakeholders to come together and deal with their problems. Based on comprehensive research and feedback from hospitality professionals, we portray a picture of this critical facet of industry. Seen through the eyes of hotel professionals, hotel jobs are often low-wage, with irregular hours and little training. Seen through the eyes of the investors, high turnover of workforce and therefore training are too risky an investment.","PeriodicalId":268355,"journal":{"name":"PROD: Empirical (Service) (Topic)","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-06-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133943172","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: 0

Managing Service Systems in the Presence of Social Networks 管理服务系统在社会网络的存在

PROD: Empirical (Service) (Topic) Pub Date : 2017-05-04 DOI: 10.2139/ssrn.2673137

Gad Allon, Dennis J. Zhang

{"title":"Managing Service Systems in the Presence of Social Networks","authors":"Gad Allon, Dennis J. Zhang","doi":"10.2139/ssrn.2673137","DOIUrl":"https://doi.org/10.2139/ssrn.2673137","url":null,"abstract":"We study the optimal service differentiation policy for service organizations in the presence of social networks. In our framework, customers' beliefs of the service quality evolve over time according to their own experiences and the reported experiences from their friends in the network. We characterize the conditions under which such belief system converges and the corresponding optimal service differentiation policy. Our main results can be summarized as follows: First, contrary to the existing literature, we show that, when customers directly report their experiences, the importance of a customer only depends on her marginal economic value, her influence on her friends, and her friends' marginal economic values. In other words, the optimal policy only needs first-order friendship information instead of the whole network structure. Second, we demonstrate that the value of knowing the social network structure critically depends on the correlation between customers' economic and social values. The social network value is higher if the correlation is lower. Third, we use a novel data set with more than 1,600 service providers to show empirically that for many service providers, there are negative correlations between the economic and social values of their customers. We also provide empirical evidence to show that the price ranges of services affect their correlations, with service providers targeting high-end markets having more negative correlations.","PeriodicalId":268355,"journal":{"name":"PROD: Empirical (Service) (Topic)","volume":"39 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-05-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115884008","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: 19

Developing and Implementing a Customer–Focused Strategy in Banks: Customer Satisfaction Strategy Maps 银行发展和实施以客户为中心的战略:客户满意度战略地图

PROD: Empirical (Service) (Topic) Pub Date : 2016-05-22 DOI: 10.2139/ssrn.2783075

Vikas Mittal

引用次数: 2

Investigating the Impact of Key Dimensions of Service Quality on Customers’ Satisfaction and Loyalty: Evidences from the Restaurant Industry in Sudan 服务质量关键维度对顾客满意度和忠诚度的影响研究:来自苏丹餐饮业的证据

PROD: Empirical (Service) (Topic) Pub Date : 2016-04-01 DOI: 10.33844/mbr.2016.60459

D. Diab, Hesham E. Mohammed, Elham Hassam Mansour, Osman Saad

引用次数: 7

Beyond Customer Satisfaction: How to Measure Service Excellence 超越顾客满意:如何衡量卓越服务

PROD: Empirical (Service) (Topic) Pub Date : 2015-01-16 DOI: 10.2139/ssrn.2550682

P. Strach, T. Kinčl

引用次数: 1

Impacts of Customer Orientation, Service Orientation, Service Quality, Service Encounter Quality and Perceived Value Towards Customers Satisfaction and Behavioural Intention: In Retail Context 顾客导向、服务导向、服务质量、服务接触质量和感知价值对顾客满意和行为意向的影响:在零售背景下

PROD: Empirical (Service) (Topic) Pub Date : 2013-10-28 DOI: 10.14707/ajbr.130004

L. Ming, Hosea Chung, D. Paul

引用次数: 5

How Experience Changes the Importance of Website Criteria: The Moderating Influence of Online and Website-Specific Experience 体验如何改变网站标准的重要性:在线体验和网站特定体验的调节作用

PROD: Empirical (Service) (Topic) Pub Date : 2013-08-23 DOI: 10.2139/ssrn.2314948

Thijs L. J. Broekhuizen, J. Hoekstra, W. Jager

引用次数: 1

A Service Process Positioning Framework for Co-Productive Services 协同生产服务的服务流程定位框架

PROD: Empirical (Service) (Topic) Pub Date : 2013-06-15 DOI: 10.2139/ssrn.2285244

G. Roels

引用次数: 0

Values Orientation in Business Through Service Innovation: A Conceptual Framework 通过服务创新实现企业价值导向:一个概念框架

PROD: Empirical (Service) (Topic) Pub Date : 2012-12-25 DOI: 10.5121/IJMVSC.2012.3401

M. Sayem

引用次数: 11