基于流程的b2b服务质量框架:管理咨询服务的实践者笔记

IF 2 4区 管理学 Q3 BUSINESS
N. Venkateswaran
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引用次数: 0

摘要

摘要目的本文提出了一个基于服务过程的咨询服务质量模型,该模型包含四个维度:潜在服务能力(PoSC)、过程服务能力(PrSC)、情景交互能力(SIC)和服务结果(SO)。这四个维度是从专门用于B到B服务的INDSERV量表转换而来的。方法本从业者说明中使用的研究设计是描述性的。计算使用了非常简单的归一化方法。通过对印度263名管理咨询客户的方便样本进行分析,检验了他们之间的内部关系。应用Bartlett球度检验和Kaiser-Mayer-Olkin(KMO)抽样充分性度量来检验结构的有效性,分析变量之间的关联强度。首先计算采样充分性的KMO度量,以确定使用因子分析的适用性。验证性因子分析(CFA)也用于估计所选变量的单维度。研究结果在本从业者笔记中的所有重要变量中,发现了几个结果:(a)PoSC对PrSC和SIC有着深远的影响,尤其是对SIC。(b) SIC是对PrSC的支持。(c) PrSC对SO有显著的正向影响。对于咨询公司来说,在问题诊断、设计优化、项目控制水平、文案质量等方面发挥良好作用,将大大提高服务质量水平。研究意义本研究的研究目的、范围和目的过于宽泛。可以缩小范围,以便在不久的将来提高研究的重点。本研究仅针对一组特定的管理咨询公司——实际意义理论上,本从业者说明的结果将有助于对B到B公司的服务质量评估。INDSERV是衡量客户服务的一个很有前途的进步,将客户服务建模为一个过程可以生成更复杂、更有趣的模型。独创性这篇从业者笔记建立了一个基于INDSERV量表的管理咨询的独特服务质量模型。基于服务流程的因果和结构建模,管理者可以根据客户对B到B服务方面的反馈的相对变化,在整个系统中分配资源。以这种方式对客户服务进行建模可以生成更复杂、更有趣的模型。INDSERV量表恰当地证实了这些项目的措辞对咨询管理行业来说是有意义的。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
A Process-Based Framework for B-to-B Service Quality: A Practitioner Note of Management Consulting Service
ABSTRACT Purpose This practitioner note proposed a consulting service quality model based on service process, which contains four dimensions: potential service capability (PoSC), process service capability (PrSC), situational interaction capability (SIC), and service outcomes (SO). The four dimensions were transformed from INDSERV scale which was specialized for B-to-B service. Methodology The research design used in this practitioner note is descriptive. Very simple normalization methods were used for calculations. The internal relationships among them were tested by the analysis of a convenient sample of 263 management consulting customers in India. Constructs validity was tested applying Bartlett’s Test of Sphericity and the Kaiser-Mayer-Olkin (KMO) measure of sampling adequacy analyzing the strength of association among variables. The KMO measure of sampling adequacy was first computed to determine the suitability of using factor analysis. Confirmatory Factor Analysis (CFA) also used to estimate uni-dimensionality of selected variables. Findings  Among all the significant variables in this practitioner note, several results are found: (a) PoSC has a profound impact on PrSC and SIC, especially on SIC. (b) SIC is a support for PrSC. (c) PrSC has significant positive impact on SO. For consulting firms, playing a good role in problem diagnosis, design optimization, and project control level, copy writing quality and other aspects will greatly improve the level of service quality. Research Implications The research aims, scope and objectives of this study is too broadly. It can be narrowed so that the level of focus of the study may be increased in near future. This study is targeted to only specific set of management consulting firms Practical Implications Theoretically, results from this practitioner note will contribute to service quality assessment for B-to-B companies. INDSERV is a promising advance in measuring customer service, and modeling customer service as a process allows more complex and interesting model generation. Originality This practitioner note build a unique services quality model of management consulting based INDSERV scale. Based on causal and structural modeling of the service process, managers can allocate resources across the system to B-to-B service aspects based on relative changes in customers’ feedback on them. Modeling customer service in this way allows more complex and interesting model generation. INDSERV scale appropriately confirm that the items are phrased in a meaningful manner for consulting management industry.
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来源期刊
CiteScore
2.20
自引率
35.70%
发文量
22
期刊介绍: The Journal of Business-to-Business Marketing® encourages diversity in approaches to business marketing theory development, research methods, and managerial problem solving. An editorial board comprised of outstanding, internationally recognized scholars and practitioners ensures that the journal maintains impeccable standards of relevance and rigorous scholarship. The Journal of Business-to-Business Marketing features: •basic and applied research that reflects current business marketing theory, methodology, and practice •articles from leading researchers covering topics of mutual interest for the business and academic communities
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