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Managing Service Quality最新文献

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Customer intentions to invoke service guarantees: Do excellence in service recovery, type of guarantee and cultural orientation matter? 客户调用服务保证的意图:服务恢复、保证类型和文化导向方面的卓越性是否重要?
Managing Service Quality Pub Date : 2014-08-15 DOI: 10.1108/MSQ-06-2013-0115
Y. V. Vaerenbergh, Arne De Keyser, Bart Larivière
{"title":"Customer intentions to invoke service guarantees: Do excellence in service recovery, type of guarantee and cultural orientation matter?","authors":"Y. V. Vaerenbergh, Arne De Keyser, Bart Larivière","doi":"10.1108/MSQ-06-2013-0115","DOIUrl":"https://doi.org/10.1108/MSQ-06-2013-0115","url":null,"abstract":"Purpose – Many service providers feel confident about their service quality and thus offer service guarantees to their customers. Yet service failures are inevitable. As guarantees can only be invoked when customers report service failures, firms are given the opportunity to redress the original failure potentially influencing customer outcomes. The purpose of this paper is to provide the first empirical investigation of whether excellence in service recovery affects customers’ intentions to invoke a service guarantee, thereby discriminating between conditional and unconditional guarantees and testing for the impact of customers’ individualistic vs collectivistic cultural orientation. Design/methodology/approach – In total, 171 respondents from four continents (spanning 23 countries) were recruited to participate in a quasi-experimental study in a hotel setting. A three-way analysis of variance was used to test the hypotheses. Findings – All customers are very likely to invoke the service guarantee after ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"46 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-08-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114596392","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: 25
Service quality in utility industries: the European telecommunications sector 公用事业行业的服务质量:欧洲电信行业
Managing Service Quality Pub Date : 2014-08-15 DOI: 10.1108/MSQ-03-2013-0034
V. Pina, L. Torres, Patricia Bachiller
{"title":"Service quality in utility industries: the European telecommunications sector","authors":"V. Pina, L. Torres, Patricia Bachiller","doi":"10.1108/MSQ-03-2013-0034","DOIUrl":"https://doi.org/10.1108/MSQ-03-2013-0034","url":null,"abstract":"Purpose – The purpose of this paper is to analyse the economic and technological factors that determine the quality of European telecommunications services. The paper test whether the privatisation, the efficiency and the labour factor of telecommunications operators are determinants of service quality and whether competition, technology and infrastructure investment in the telecommunications sector influence that quality. Design/methodology/approach – The paper use the panel data methodology to analyse the factors that determine the quality of service of telecommunications. Findings – The results indicate that the more efficient the company is, the more quality it will deliver. However, the paper finds no evidence that the privatisation and the restructuring of the labour force of the main telecommunications operators, or the competition, technology and investments in the sector, lead to greater quality. Practical implications – In order to foster higher quality, effective market competitiveness has to b...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-08-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124253172","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: 25
Creativity for service innovation: a practice-based perspective 服务创新的创造力:基于实践的视角
Managing Service Quality Pub Date : 2014-08-15 DOI: 10.1108/MSQ-03-2013-0044
E. Giannopoulou, Lidia Gryszkiewicz, Pierre-Jean Barlatier
{"title":"Creativity for service innovation: a practice-based perspective","authors":"E. Giannopoulou, Lidia Gryszkiewicz, Pierre-Jean Barlatier","doi":"10.1108/MSQ-03-2013-0044","DOIUrl":"https://doi.org/10.1108/MSQ-03-2013-0044","url":null,"abstract":"Purpose – The success of service innovation is largely dependent on creativity. So far, however, the question of how to reinforce creativity in the development of innovative services, while being an important managerial issue, has not attracted much attention from the academics. The purpose of this paper is to fill in this gap, by studying what constitutes capabilities for reinforcing creativity in service innovation, from a practice-based perspective. Design/methodology/approach – Through the theoretical lens of the resource-based view we set out to conduct three case studies in highly service-innovative European research and technology organisations (RTOs). Through 24 interviews and analysis of secondary sources, we collect our data, which are then analysed from a multi-case perspective, in order to gain understanding on the resource-related practices and resulting capabilities for reinforcing creativity in service innovation. Findings – By studying the resource-related practices of reinforcing creativi...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"63 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-08-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115767768","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: 56
New service development maturity model 新的服务开发成熟度模型
Managing Service Quality Pub Date : 2014-08-15 DOI: 10.1108/MSQ-10-2012-0134
D. Jin, K. Chai, K. Tan
{"title":"New service development maturity model","authors":"D. Jin, K. Chai, K. Tan","doi":"10.1108/MSQ-10-2012-0134","DOIUrl":"https://doi.org/10.1108/MSQ-10-2012-0134","url":null,"abstract":"Purpose – The purpose of this paper is to rigorously devise a new tool that helps analyze and improve NSD processes. Design/methodology/approach – An NSD maturity model (NSDMM) is theoretically developed through a combination of the maturity model concept and findings from NSD success studies. Findings – NSD success factors can be categorized into four management processes – strategy management, process formalization, knowledge management, and customer involvement. Maturity dimensions and levels are further devised for each process. It is hypothesized that a higher capability to handle these processes positively associates with higher NSD performance. Research limitations/implications – Studies on NSD success factors are often descriptive rather than prescriptive. This research identified four management processes which are important to focus on when implementing NSD projects. It is among the first to apply the maturity model in the service industry. That said, this research needs to be tested empirically...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-08-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116721389","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: 45
Store creativity mediating the relationship between affective tone and performance 存储创造力中介情感语气和表现之间的关系
Managing Service Quality Pub Date : 2014-08-15 DOI: 10.1108/MSQ-02-2013-0026
A. Rego, Dálcio Reis Júnior, M. Cunha, Gabriel Stallbaum, P. Neves
{"title":"Store creativity mediating the relationship between affective tone and performance","authors":"A. Rego, Dálcio Reis Júnior, M. Cunha, Gabriel Stallbaum, P. Neves","doi":"10.1108/MSQ-02-2013-0026","DOIUrl":"https://doi.org/10.1108/MSQ-02-2013-0026","url":null,"abstract":"Purpose – The purpose of this paper is to show how store positive affective tone predicts store performance (i.e. sales achievement) through creativity, and how store negative affective tone enhances the relationship between positive affective tone and creativity. Design/methodology/approach – A sample of 94 stores of a Brazilian retail chain is used to test the model. Store supervisors reported (October 2011) the store's affective tone and creativity relative to the last six months. Three periods are considered for measuring performance: the last six months (May to October 2011), the preceding four months (January to April 2011), and the subsequent semester (November 2011 to April 2012). Findings – The main findings are: positive affective tone predicts the stores’ performance through the mediating role of creativity, even after controlling the effects of preceding stores’ performance; negative affective tone makes the relationship between positive affective tone and creativity stronger. Originality/valu...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-08-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125299223","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: 7
Retaining customers after service failure recoveries: a contingency model 在服务故障恢复后保留客户:一个应急模型
Managing Service Quality Pub Date : 2014-07-28 DOI: 10.1108/MSQ-11-2013-0251
Kai-Yu Wang, Li-Chun Hsu, W. Chih
{"title":"Retaining customers after service failure recoveries: a contingency model","authors":"Kai-Yu Wang, Li-Chun Hsu, W. Chih","doi":"10.1108/MSQ-11-2013-0251","DOIUrl":"https://doi.org/10.1108/MSQ-11-2013-0251","url":null,"abstract":"Purpose – The purpose of this paper is to propose and empirically test a customer retention contingency model in service failure settings. Specifically, this research investigates how service recovery satisfaction (SRS) influences the relationship quality (RQ)-behavior chain. It also examines the moderating role of RQ and switching cost (SC) in the proposed model. Design/methodology/approach – A two-part survey study was performed and 303 valid responses from banking services users were obtained. The structural equation modeling was used in order to test the research hypotheses. Findings – The results of this study show that SRS influences purchase intentions and behavior via RQ. In addition, SC moderate the effect of RQ on purchase intentions whereas RQ moderates the effect of purchase intentions on purchase behavior. Practical implications – From a managerial standpoint, this research provides implications for service recovery management. In particular, the findings indicate the importance of RQ. When a...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130205925","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: 49
A visual interactive method for service prototyping 用于服务原型的可视化交互方法
Managing Service Quality Pub Date : 2014-07-28 DOI: 10.1108/MSQ-12-2013-0281
D. Bae, C. Leem
{"title":"A visual interactive method for service prototyping","authors":"D. Bae, C. Leem","doi":"10.1108/MSQ-12-2013-0281","DOIUrl":"https://doi.org/10.1108/MSQ-12-2013-0281","url":null,"abstract":"Purpose – Despite the importance of the service design process, existing prototyping methods still have technical limitations, thus hampering the development of realistic service-experience simulations that can effectively reproduce service delivery situations and environments. In this study, a service-prototyping method based on 3D virtual reality (VR) technologies, the physical environment of a test bed, and related standard management procedures are described. In addition, a service-prototyping process for a servicescape is proposed based on a case study of an actual duty-free shop. The paper aims to discuss these issues. Design/methodology/approach – The study adopts a qualitative approach, using case studies to undertake a design and improvement plans for brand guidance structures for the brand observation convenience of customers in a duty-free shop. Findings – The findings of the study suggested environmental components and concept of 3D VR based test bed as an effective tool at the stage of servic...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125196601","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: 13
Trust transfer and the effect of service quality on trust in the healthcare industry 医疗保健行业信任转移及服务质量对信任的影响
Managing Service Quality Pub Date : 2014-07-28 DOI: 10.1108/MSQ-11-2013-0255
Che-hui Lien, Jyh-Jeng Wu, Ying-Hueih Chen, Chang-Jhan Wang
{"title":"Trust transfer and the effect of service quality on trust in the healthcare industry","authors":"Che-hui Lien, Jyh-Jeng Wu, Ying-Hueih Chen, Chang-Jhan Wang","doi":"10.1108/MSQ-11-2013-0255","DOIUrl":"https://doi.org/10.1108/MSQ-11-2013-0255","url":null,"abstract":"Purpose – The purpose of this paper is to examine the effect of service quality (interaction, physical environment, and outcome quality) on trust, to investigate the trust transfer in the healthcare industry, to explore the moderating effects of image congruence and switching costs on the trust transfer, and to assess the effect of trust on patients’ willingness of recommendation. Design/methodology/approach – The research model was tested using data collected from 483 inpatients in 15 medium-to-large hospitals in Taiwan. Structure equation modeling with the latent interaction effect was employed to verify and validate the research model. Findings – The outcomes show that interaction quality and outcome quality positively influence patients’ trust in the original hospital. But the effect of environment quality on trust is not significant. Patients’ trust in the original hospital positively affects their trust in its allied hospitals. Furthermore, image congruence positively moderates the trust transfer. H...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124314456","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: 62
Mediating effects between World Games identification and licensed merchandise 世界运动会标识与特许商品之间的中介效应
Managing Service Quality Pub Date : 2014-07-28 DOI: 10.1108/MSQ-07-2013-0121
Lee-Joy Cheng, Chin-Chia Yeh, S. Wong
{"title":"Mediating effects between World Games identification and licensed merchandise","authors":"Lee-Joy Cheng, Chin-Chia Yeh, S. Wong","doi":"10.1108/MSQ-07-2013-0121","DOIUrl":"https://doi.org/10.1108/MSQ-07-2013-0121","url":null,"abstract":"Purpose – The purpose of this paper is to explore consumer decision-making factors related to purchases of licensed merchandise, while focussing on how consumers’ identification with the 2009 World Games (WG), perceptions of quality and attitudes toward collecting, affect the decision-making model with regards to purchasing intention. Design/methodology/approach – The research model is based on the study of Kwak and Kang (2009), but also includes an assessment of consumers’ collecting attitudes. A purposive sampling method was adopted and data were collected from 1,985 valid samples via questionnaire surveys during the 2009 WG in Kaohsiung, Taiwan. Structural equation modeling was used to test the decision-making model presented in this study. Findings – The results reveal that consumers’ intentions with respect to purchasing licensed merchandise are influenced most by their attitudes toward collecting, followed by the perceived quality of the merchandise. The findings also suggest that the greater the pe...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115156799","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: 6
The restorative potential of senior centers 老年中心的恢复潜力
Managing Service Quality Pub Date : 2014-07-28 DOI: 10.1108/MSQ-11-2013-0264
M. Rosenbaum, J. Sweeney, Carolyn A. Massiah
{"title":"The restorative potential of senior centers","authors":"M. Rosenbaum, J. Sweeney, Carolyn A. Massiah","doi":"10.1108/MSQ-11-2013-0264","DOIUrl":"https://doi.org/10.1108/MSQ-11-2013-0264","url":null,"abstract":"Purpose – The purpose of this paper is to help senior center managers and service researchers understand why some patrons experience health benefits, primarily fatigue relief, through senior center day services participation. Design/methodology/approach – The authors conduct two separate studies at a senior center. The first study represents a grounded theory that offers an original, basic social process regarding mental restoration in senior centers. The second study draws on Attention Restoration Theory (ART) and employs survey methodology. Findings – Senior center patrons who perceive a center's restorative stimuli experience health benefits such as relief from four types of fatigue, enhanced quality of life, and improved physical and mental well-being. Research limitations/implications – The paper shows that senior centers may be relatively inexpensive, non-medical services that can help patrons relieve fatigue symptoms, which are often treated with pharmaceutical medication and medical visits. A limi...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"58 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123101043","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: 21
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