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Managing Service Quality最新文献

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Service blueprinting effectiveness: drivers of success 服务蓝图的有效性:成功的动力
Managing Service Quality Pub Date : 2012-11-16 DOI: 10.1108/09604521211287552
G. Kostopoulos, S. Gounaris, Achilleas Boukis
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引用次数: 32
Management accounting roles in supporting servitisation: Implications for decision making at multiple levels 管理会计在支持服务化中的作用:对多层次决策的影响
Managing Service Quality Pub Date : 2012-11-16 DOI: 10.1108/09604521211230969
T. Laine, J. Paranko, P. Suomala
{"title":"Management accounting roles in supporting servitisation: Implications for decision making at multiple levels","authors":"T. Laine, J. Paranko, P. Suomala","doi":"10.1108/09604521211230969","DOIUrl":"https://doi.org/10.1108/09604521211230969","url":null,"abstract":"Purpose – The purpose of this paper is to analyse the potentially supportive roles of management accounting (MA) in the servitisation of manufacturers.Design/methodology/approach – The paper is a conceptual analysis supported by empirical examples.Findings – The potentially supporting roles of MA are here connected to the process of justifying, defining, and controlling servitisation. The potential units of analysis for MA in such a process are explored by going through the different viewpoints regarding service. The actual roles of MA within the process are examined both conceptually and in light of empirical experience. The paper acknowledges MA as a social phenomenon, taking multiple roles in supporting decision making. Essentially, MA can be used as a source of restricting and enabling, and the roles of MA may range from that of “answer machine” to the subjective and interactive use of MA information.Research limitations/implications – The paper represents a starting point for studying the variety of ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"2002 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125752293","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: 20
Joint service development – the creations of the prerequisite for the service development 共同服务开发——创新服务开发的前提
Managing Service Quality Pub Date : 2012-11-16 DOI: 10.1108/09604521211198092
P. Gottfridsson
{"title":"Joint service development – the creations of the prerequisite for the service development","authors":"P. Gottfridsson","doi":"10.1108/09604521211198092","DOIUrl":"https://doi.org/10.1108/09604521211198092","url":null,"abstract":"Purpose – The purpose of this study is to describe how parted or divided service development is carried out, where interactions and cooperation need to take place with other actors in order to crea ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123927771","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: 27
Pre‐recovery and post‐recovery emotions in the service context: a preliminary study 服务环境中康复前和康复后情绪的初步研究
Managing Service Quality Pub Date : 2012-11-16 DOI: 10.1108/09604521211287561
Özge Özgen, S. Kurt
{"title":"Pre‐recovery and post‐recovery emotions in the service context: a preliminary study","authors":"Özge Özgen, S. Kurt","doi":"10.1108/09604521211287561","DOIUrl":"https://doi.org/10.1108/09604521211287561","url":null,"abstract":"Purpose – The purpose of this study is to analyze the mediating role of pre‐recovery emotions on the relationship between severity of service failure and post‐recovery positive and negative emotions and to examine the mediating role of justice perceptions on the interaction between pre‐recovery and post‐recovery emotions.Design/methodology/approach – Quantitative data were collected in the form of questionnaire which was applied to 238 respondents. The respondents include the consumers who experienced a service failure followed by a service recovery. In this study, post‐recovery positive and negative emotions were dependent variables whereas severity of service failure, pre‐recovery emotions and three dimensions of justice perceptions were the other main variables. In line with this purpose, eight hypotheses aiming to clarify the relations among these variables were tested using correlation and hierarchical regression analysis.Findings – The results suggest that post‐recovery negative emotions were affect...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"48 7","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114039064","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: 37
Challenges in serving the mass affluent segment: bank customer perceptions of service quality 服务大众富裕阶层的挑战:银行客户对服务质量的看法
Managing Service Quality Pub Date : 2012-11-16 DOI: 10.1108/09604521211253478
Christer Strandberg, O. Wahlberg, Peter Öhman
{"title":"Challenges in serving the mass affluent segment: bank customer perceptions of service quality","authors":"Christer Strandberg, O. Wahlberg, Peter Öhman","doi":"10.1108/09604521211253478","DOIUrl":"https://doi.org/10.1108/09604521211253478","url":null,"abstract":"Purpose - The purpose of this paper is to explore the possible usefulness of a combined multi-attribute and Kano model in analysing how service quality is perceived by mass affluent bank customers. ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125899782","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: 39
Qualitative Research Methods in Public Relations and Marketing Communications 公共关系和营销传播中的定性研究方法
Managing Service Quality Pub Date : 2012-11-16 DOI: 10.1108/09604521211198137
C. Khoo-Lattimore
{"title":"Qualitative Research Methods in Public Relations and Marketing Communications","authors":"C. Khoo-Lattimore","doi":"10.1108/09604521211198137","DOIUrl":"https://doi.org/10.1108/09604521211198137","url":null,"abstract":"","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"138 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123418690","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: 163
Tourist Experience, Contemporary Perspectives 旅游体验，当代视角
Managing Service Quality Pub Date : 2012-11-16 DOI: 10.1108/09604521211198146
Athina Nella
{"title":"Tourist Experience, Contemporary Perspectives","authors":"Athina Nella","doi":"10.1108/09604521211198146","DOIUrl":"https://doi.org/10.1108/09604521211198146","url":null,"abstract":"","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128390475","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
Organizational adoption of new service development tools 组织采用新的服务开发工具
Managing Service Quality Pub Date : 2012-11-16 DOI: 10.1108/09604521211230978
D. Jin, K. Chai, K. Tan
{"title":"Organizational adoption of new service development tools","authors":"D. Jin, K. Chai, K. Tan","doi":"10.1108/09604521211230978","DOIUrl":"https://doi.org/10.1108/09604521211230978","url":null,"abstract":"Purpose – A number of new service development (NSD) tools have been proposed to facilitate NSD processes. Despite the proved values, NSD tools are not used frequently. The purpose of this paper is to investigate the usage pattern of NSD tools and to identify the factors that influence their adoption.Design/methodology/approach – By integrating the theory of planned behaviour (TPB) and the literature on organizational adoption of innovation, a framework was developed. Empirical data from financial institutions in Singapore and Taiwan were collected. Partial least squares was used to test the model comprising both reflective and formative constructs.Findings – The framework shows satisfactory predictive power. Attitude, subjective norm, and perceived behaviour control are significantly related to behaviour intention. Perceived usefulness and perceived ease of use are antecedents of attitude. Competitive pressure influences subjective norm. Perceived behaviour control is determined by compatibility and resou...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129789896","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: 37
Service blueprinting and BPMN: a comparison 服务蓝图和BPMN:比较
Managing Service Quality Pub Date : 2012-11-16 DOI: 10.1108/09604521211287570
S. Milton, L. Johnson
{"title":"Service blueprinting and BPMN: a comparison","authors":"S. Milton, L. Johnson","doi":"10.1108/09604521211287570","DOIUrl":"https://doi.org/10.1108/09604521211287570","url":null,"abstract":"Purpose – The purpose of this paper is to compare and contrast a customer‐focused service process diagram tool (blueprinting) with an organizational‐focused process diagram tool (business process modeling notation, or BPMN).Design/methodology/approach – Using a hotel stay as an example, the paper presents both a service blueprint and a BPMN diagram. The authors then explicitly discuss the similarities, differences resulting from an ontological comparison of service blueprints and BPMN, and show where the two tools can be complementary.Findings – The authors have found that one similarity is that service blueprinting segments processes into parts that are similar to BPMN's idea of swimlanes. However, the swimlanes in service blueprinting separate customer actions, customer‐facing employees’ actions and functions, and back‐stage functions, actors, and information systems, thereby effectively mandating certain swimlanes for the purpose of analyzing points of contact between the firm and a customer. Another s...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122890887","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: 38
The impact of financial services quality and fairness on customer satisfaction 金融服务质量和公平性对客户满意度的影响
Managing Service Quality Pub Date : 2012-11-16 DOI: 10.1108/09604521211253496
Houn-Gee Chen, J. Liu, T. Sheu, M. Yang
{"title":"The impact of financial services quality and fairness on customer satisfaction","authors":"Houn-Gee Chen, J. Liu, T. Sheu, M. Yang","doi":"10.1108/09604521211253496","DOIUrl":"https://doi.org/10.1108/09604521211253496","url":null,"abstract":"Purpose – Customer satisfaction in the banking industry has long been measured as a function of service quality by using a variation of the SERVQUAL instrument. The purpose of this paper is to build a broader understanding of the determinants of customer satisfaction throughout the financial services industry by incorporating the perceptions of fairness in service delivery (FAIRSERV) and outlining why and how FAIRSERV is important to customer satisfaction.Design/methodology/approach – The authors conduct a cross‐sectional questionnaire survey, including samples of 420 customers from the financial services industry in Taiwan. PLS‐Graph is used to evaluate the measures of reliability as well as validities, and to test the hypotheses.Findings – The results show that fair service not only has a significant impact on customer satisfaction, but also plays a role equivalent to service quality in determining customers’ trust and perceived value, which in turn lead to customer satisfaction.Research limitations/imp...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"10 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115158307","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: 109
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