Showing papers in "International Journal of Quality and Service Sciences in 2013"

A new conceptualization of service innovation grounded in S‐D logic and service systems

Abstract: Purpose – The aim of this paper is to conceptualize service innovation through a service‐dominant logic (S‐D logic) lens and a service system foundation.Design/methodology/approach – This conceptual paper offers a service‐dominant logic lens and a structuration theory approach emphasizing an actor perspective on service innovation. Since the value of innovation unfolds in practice, this paper will use customer to denote the key actor in co‐creating value in context.Findings – The paper shows how a resource constellation in a service system is reconfigured and thus explains service innovation from the lens of S‐D logic, emphasizing customers' value co‐creation of value in practices. The focus is on the interdependencies between the configuration of resources in a service system and schemas that shape customers and other actors when integrating resources and co‐creating value.Research limitations/implications – There is a need to discuss service innovation in a social constructivist view to better understan...

Lean and six sigma – critical success factors revisited

Abstract: Purpose – The purpose of this paper is to provide a review of the critical success factors (CSF) for lean and six sigma and an analysis of these CSF as compared to previously popular change methods.Design/methodology/approach – The paper uses a literature search and comparative analysis complemented with examples from previous case studies.Findings – With only slight variations, the critical success factors are similar for all the change methods. Furthermore, the critical success factors seem to be relatively constant over time. Another important finding is that the CSF tend to relate more to how an organization approaches the change effort versus change method specific factors. The issues of management support and organizational culture are often emphasized as especially critical. The paper highlights and discusses three additional important CSF: strategic alignment, project management and training.Practical implications – The awareness of CSF, in combination with an awareness of similarities between the...

Managing and improving service quality in higher education

Abstract: Purpose – In today's environment, higher education (HE) institutions need to become more efficient and participate in a competitive global market where client expectations are continually rising. In this new reality, quality is critical for success. While the economic benefits of quality have been long established, many HE institutions still ignore them at their own risk. This is especially true for service quality and this paper will focus on HE service quality management and improvement. This paper aims to discuss these issues.Design/methodology/approach – The paper implements Schneider and Bowen's model of the three tiers of service organizations and service quality management and improvement methods, on HE institutions.Findings – An analysis of the service process within HE institutions reveals that the quality of service given to the customer tier (the students) by the boundary tier (all the employees who have contact with the students) is greatly dependent on the coordination tier (top HE management...

Customer involvement in service production, delivery and quality: the challenges and opportunities

Abstract: Purpose – The aim of this paper is to explore the role of customer involvement in service production and its possible effects on the quality of service delivery as well as customer satisfaction.Des ...

Is intangible cultural heritage able to promote sustainability in tourism

Abstract: Purpose – This paper aims to focus on evaluating the rich cultural intangible heritage of Sardinia Island, and how such a heritage can contribute to the implementation of tourism during the low season. The purpose is also to verify whether the enhancement of intangible heritage attractors, could be a driver for the sustainability of the island's tourism.Design/methodology/approach – A qualitative approach is used in order to explore a multiple case study: the multifaceted expressions of the Holy Week. This is a cultural event that constitutes a part of the Christian festivity of Easter, which is characterized by traditional processions and ancient rituals widespread in various towns and cities around the island.Findings – Intangible cultural heritage provides an additional opportunity to increase the level of tourism in Sardinia Island.Research limitations/implications – This study has its limitations: it focuses only on a specific typology of event. Further studies should be taken into consideration in o...

Competitive strategy: the link between service characteristics and customer satisfaction

Abstract: Purpose – This study aims to examine how firm strategy may affect customer satisfaction in relationship to service the characteristics of quality, servicescape and value. Specifically, this research utilizes Porter's depiction cost leaders and differentiation strategy to suggest customers may be satisfied even if they rate value or quality lower than for another similar firm. Design/methodology/approach – This research utilizes survey data gathered from 179 customers of four services representing two industry segments. Analysis of variance is utilized to test four hypotheses proposing firm strategy may affect customer rating of a service characteristic, while customers may still remain loyal with high levels of customer satisfaction. Findings – The results support the assertion that customer expectations of firm strategy may enable firms in the same industry to receive very different ratings on service characteristics such as value, quality and servicescape, while having equally loyal and satisfied custom...

Why is service‐dominant logic based service system better?

Abstract: Purpose – Research suggests that service‐dominant designs are superior to goods‐dominant; but why? The purpose of this paper is to answer three questions. First, in what way is a service system based on service‐dominant logic (SDL) superior to one based on goods‐dominant logic (GDL)? Second, which characteristics of the service system facilitate the co‐creation of value‐in‐context as perceived by the customer? Third, how do customers describe the contents of these characteristics?Design/methodology/approach – In an experiment, the authors compared two different service systems designed with different mindsets. The experiment was carried out with a group of habitual bus travellers to plan a specific journey using two online service systems by two different organizations; one exhibited a goods‐dominant mindset, and the other a service‐dominant mindset. The subjects' opinions of the two systems were gathered, and sentiment analysis was performed on the opinions to uncover the rationale behind the operational...

Planning human resource requirements to meet target customer service levels

Abstract: Purpose – Effective human resource planning allows management to recruit, develop and deploy the right people at the right place at the right time, to meet organizational internal and external service level commitments. Firms are constantly looking out for strategies to cope with skill shortages that are particularly acute in the “knowledge intense” industries due to high staff turnover. The purpose of this paper is to describe how system dynamics modeling allows management to plan to hire and develop right level of skills and competencies in the organizational inventory to meet desired service level targets.Design/methodology/approach – An integrated system dynamics framework is used to develop various feedbacks and feed forward paths in the context of competence planning and development. The model is mapped onto an overseas process industry company's recruitment and attrition situations and tested using real data.Findings – Strategies for human resource planning are developed by conducting time‐based dy...

Troublesome Travelers - The Service System as a Trigger of Customer Misbehavior

Abstract: Purpose – Customer misbehaviour, i.e. behaviour within the exchange setting that deliberately violates the generally accepted norms of conduct in such settings pose a problem for service organizati ...

Changing quality of life through the Personal Kaizen approach: a qualitative study

Abstract: Purpose – Imai defined Kaizen as: “a means of continuing improvement in personal life, home life, social life, and working life. At the workplace, Kaizen means continuing improvement involving everyone – managers and workers alike”. According to Imai, Kaizen can take at least three forms: Kaizen management; Group Kaizen; Individual Kaizen. In this last form, the strength of the continuous improvement of this Japanese management approach is focused on the work of each person as an individual. Therefore, the purpose of this paper is to explore how some people have applied Personal Kaizen to their personal lives in order to improve their quality of life. The research question that drives the study is: How do some people apply Personal Kaizen in order to improve their quality of life?Design/methodology/approach – An exploratory qualitative study was conducted. Using theoretical sampling, three persons who have implemented Personal Kaizen in their daily lives in order to change their quality of life were ident...

Critical factors of service quality in a graduate school of Malaysia

Abstract: Purpose – This paper aims to evaluate the service quality of a higher educational institute in Malaysia based on the seven dimensions, namely administrative service, tangibles, academic programmes, academic staff, delivery of teaching, assurance, and empathy of academic staff. Design/methodology/approach – This study surveyed 221 students of IIUM Graduate School of Management (GSM) based on the self-administrative research questionnaire. The research data were analyzed by using exploratory factor analysis, reliability analysis, independent samples t-test, and multiple regression analysis. Findings – Results indicate IIUM GSM students have positive and significant perception on administrative service, tangibles, delivery teaching and assurance, but they do not have significant perception on academic programmes, academic staff and empathy of academic staff. Research limitations/implications – This research only conducted in a graduate school of Malaysia and this result might not represent all Malaysian grad...

Socio‐cultural retailing: what can retail marketing learn from this interdisciplinary field?

Abstract: Purpose – The purpose of this paper is to contribute to the on‐going cultural turn in retail marketing by offering an overview of the interdisciplinary field of socio‐cultural retailing and discussing how this body of work can contribute conceptually, methodologically and substantively to the field of retail marketing.Design/methodology/approach – This paper is based on a literature review of socio‐cultural retail studies in marketing, cultural geography, sociology, and anthropology. The literature is analysed in relation to the substantive, conceptual and methodological domains of retail marketing.Findings – Drawing on the literature review, the authors argue that socio‐cultural retail studies can contribute to the field of retail marketing substantively, conceptually and methodologically, thus broadening its current scope and domains.Originality/value – This paper provides an overview of an interdisciplinary field and identifies how it can contribute to the field of retail marketing. It is valuable for ...

Course evaluation by importance‐performance analysis and improving actions at the Budapest University of Technology and Economics

Abstract: Purpose – The Department of Management and Corporate Economics as the flagship of teaching and researching quality management at the Budapest University of Technology and Economics has conducted an extended survey among students in five different business courses in order to get deeper knowledge about the factors influencing student (dis)satisfaction. The papers aims to discuss this.Design/methodology/approach – Initially students were asked to fill out a course evaluation questionnaire of 11 questions. After processing the questionnaires, problem solving techniques with strong student involvement were applied in order to lay the foundation for long‐term course improvement actions. The main objective was to identify the factors that were given the greatest importance by the students, but where the performance of the course was low in order to reveal the potentials of development.Findings – Improving student satisfaction is a must at all courses as the financial issues of the faculty and the department are...

Travellers' behavioral intentions depending on their beliefs: an empirical study

Abstract: Purpose – The purpose of this paper is threefold: first is to study and analyse the personal beliefs of the customers regarding their generic assessments for the main issues of today: environment, culture or equal opportunities for everyone. Second, it will attempt to compare the differing opinions different customers from several countries possess. Finally, it is to relate, link and model the influence these opinions may have on the country selection made by the tourist.Design/methodology/approach – Evidence is drawn from a sample of approximately 1,600 customers/tourists who visited Crete island. Those in the sample were from ten different countries of origin. The research attempts to shed some light on the importance of travellers' beliefs by using the multinomial logistic model that tested whether it can produce results for prediction and comparisons.Findings – Results suggest that tourist beliefs can be categorized in three factors, namely country's characteristics, tradition and hygiene that are dif...

Customer‐service firm attachment: what it is and what causes it?

Abstract: Purpose – This article aims to: conceptualize customer‐service firm attachment; as well as to propose a theoretical framework that provides insights into the formation and development of affectionate ties in customer‐service firm relationships.Design/methodology/approach – Toward these two goals, the authors integrate conclusions from a multidisciplinary literature that covers attachment theory, brand attachment, and place attachment.Findings – The authors formally define customer‐service firm attachment as the emotional bond connecting a customer with a service firm. They offer a conceptual framework that assumes that customer satisfaction, service quality, customer trust towards the service firm and its personnel, customer‐firm image congruence, and positive emotions felt during the service experience are the main drivers of customer‐service firm attachment.Research limitations/implications – Notwithstanding the fact that this article remains conceptual in spirit, it provides several theoretical and man...

POLQUAL – measuring service quality in police traffic services

Abstract: Purpose – The purpose of this paper is to build a customer quality assessment scale for use in the field of policing – POLQUAL. It adapts and applies a modified SERVQUAL approach to police traffic services in Portugal.Design/methodology/approach – Original data was collected by means of telephone interviews over a three‐month period. The proposed scale's reliability and validity are assessed.Findings – The study shows how it is possible to implement a SERVQUAL‐based approach in police traffic services. The adapted scale – POLQUAL – includes all five original dimensions plus another new dimension “promptitude”. The most negative gaps found are for the dimensions of reliability and tangibles. There was evidence that perceived quality of service decreases as the level of education of the driver increases. The paper did not find a difference between perceived quality of service provided between requested services and imposed services, respectively, represented by the accident service and radar service.Researc...

Performance assessment of an e‐learning software system for sustainability

Abstract: Purpose – The purpose of this paper is to assess the performance of an e‐learning software system to ensure its teaching and learning quality, contextual relevance and longer operational life to achieve economies of scale.Design/methodology/approach – A Goal‐Question‐Metric (GQM) paradigm along with the ISO 9126 quality characteristics is proposed to assess performance of an in‐house e‐learning software system in terms of its functionality, usability, efficiency and effectiveness. The e‐learning software system was designed and implemented for teaching staff of developing countries attending the T&L “train the trainer” course at the Colombo Plan Staff College (CPSC), Manila, Philippines. The data were collected from the participants from 20 countries who attended the program over a period of three years.Findings – The approach was very effective for assessing and evaluating various functions of the web‐based teaching and learning software system and assessing its suitability in teaching and learning, and ...

Quality and value in university services: The experience of the placement service at the University of Urbino “Carlo Bo”

Abstract: Purpose – The purpose of this paper is twofold: on the one hand, to point out the concepts of quality and value; on the other hand to explain how university placement services can increase the value created for the various stakeholders of a University.Design/methodology/approach – The methodology is based on empirical study carried out through the analysis of the placement service of the University of Urbino “Carlo Bo” through “participant observation”, related to the experience gained by the authors within the service.Findings – This study reveals that the placement service at the University of Urbino is innovative in terms of organization and management. The involvement of all actors in design and implementation of the initiatives is a strategic factor, crucial for meeting the expectations of stakeholders, raising levels of quality and satisfaction and, ultimately, the value created.Originality/value – Although limited to only one placement case – the University of Urbino – the research presents origina...

Perceived justice in South African airline and hospital industries: measurement model

Abstract: Purpose – The purpose of this paper is to describe and test a construct of perceived justice from an airline and hospital industry perspective. Furthermore, the similarities and differences of perceived justice in negative service encounters within the airline and hospital setting, and the validity of the constructs in the two different contexts is investigated.Design/methodology/approach – This paper reports on the results obtained from a South African survey on respondents who experienced a negative service incident in the last year in the airline and hospital industries. The two service settings being used purposely to reveal possible differences in the constructs in settings where life and health are at risk compared to a more hedonistic service. Comparative and confirmatory testing of perceived justice during service encounters in a hospital and airline setting was performed.Findings – Three dimensions of the perceived justice construct tested in the airline and hospital service encounters presented ...

Using interventions to change the quality profile of an organisation

Abstract: – The purpose of this paper is to investigate how a quality profile can evolve over time and, in particular, how different kinds of interventions can further develop or change an existing quality profile., – Data was collected over a five‐year period, including a literature review, interviews, a document study and observations to capture the quality profile and associated interventions. The study was carried out in a service organisation in the public sector., – This study shows that the quality profile can change over time due to the use of specific interventions. If a company wants to emphasise a specific quality principle, it must target the quality principle with one or more interventions. However, even if a quality principle is targeted, there is no guarantee that the quality principle will show improvement in the quality profile. Also, one main finding is that the quality profile becomes more even over time due to the internal consistency of the quality principles., – This paper sheds light on the need to study the adoption of individual quality principles and the evolution of the quality profile of an organisation., – The results can provide insights for organisations aiming to embark on a quality programme, specifically how to design and develop a quality profile., – This research implies that the quality profile is a recurring, general phenomenon in all quality management improvement programmes. In other words, successful implementation of quality management requires a cohesive quality profile.

Role configurations in the service provision process: empirical insights into co‐creation of value

Abstract: Purpose – Research on value co‐creation has gained ground rapidly but remained at a very theoretical level. Thus, it has provided relatively little insight into the nature of individual processes of service provision/value creation, and how firms interact with their customers and contribute to their value creation processes. On this basis, the purpose of this paper is to identify and elaborate possible roles firms and their customers enact in the service provision/value creation process.Design/methodology/approach – The research utilizes a multiple case study approach building primarily on qualitative interview data from eight service concepts in the Finnish residential real estate industry.Findings – The research reveals three roles of the firm based on the extent to which firms engage in service provision/value creation processes with their customers. At one extreme, the output of the firms acts as a resource, which is transformed into an outcome and used by the customers. At the other, firms and custom...

Role of resource integration in adoption of medical tourism service

Abstract: Purpose – The purpose of this article is to identify enabling and inhibiting factors that influence patients during their consideration of medical tourism for their healthcare requirement. The research provides marketing and practice implications that help in promoting medical tourism service. Furthermore, the paper provides evidence from medical tourism service to establish the relationship between resource integration and adoption of the service.Design/methodology/approach – The article takes a two‐pronged exploratory study approach, with study one focusing on analysing prospective medical tourists' emotional impediments in their consideration of the service, while study two analyses the factors that helped medical tourists who have already availed the service, overcome the impediments.Findings – In this article, it is identified that resource integration, particularly social resources, has a major impact on individual's decision to adopt a service. The exploratory study indicates that perceived knowled...

A model of the perception gap between different actors

Abstract: Purpose – The purpose of this article is to propose a model that describes and categorizes the perception gap between different persons and groups/stakeholders. Design/methodology/approach – Based on the concept of mutual beliefs and a theory of expectation, a model of the perception gap between different actors is deductively constructed along with the formulation of model components. Several theoretical and practical implications of the model are presented. Using a case-study approach, the applicability and partial validity of the proposal is shown. Findings – The model provides a detailed description and categorization of the perception gap between different actors. A model-based method could describe and identify the different types of perception gap between different actors. Originality/value – This study contributes to the better understanding of inter- and intra-personal perception gap and provides a basis for future theoretical and empirical research about perception gap between different actors u...

Can emotional scaling methods improve quality in services

Abstract: Purpose – This paper aims to investigate the role that deep emotional feelings play in relation to process/service re-design and process/service improvement. It suggests that attention to these dimensions may be vital for successful and sustainable outcomes. It investigates whether these dimensions are accommodated within popular change methods such as the European business excellence model (EBEM) and the balanced scorecard (BS). Design/methodology/approach – An emotional value (EMVAL) scale is tested and applied using survey methods on a large sample of staff engaged in change and improvement initiatives. For the purposes of comparison, two separate business units are selected; one unit following EBEM/BS methods; one unit following EMVAL. Findings – The findings show that significant improvement in employee perceptions of successful outcomes occurs when applying EMVAL methods. There is also evidence of tangible performance improvement in the form of customer satisfaction, reduced cost, and efficiency gai...