Showing papers in "International Journal of Services Technology and Management in 2010"

Management of multi-purpose stadiums: importance and performance measurement of service interfaces

Abstract: Maintaining and increasing visitor satisfaction is a crucial success factor in managing modern, multi-functional stadiums for sports, concerts, shows and other kinds of events. Based on a typical service delivery process when attending an event, this study identifies the relevant factors that influence visitor satisfaction with stadiums. An analysis of this process and its service interfaces by means of direct observation allows us to establish relationships in a structural equation model. Using data from almost 2,500 visitors of a major German multi-purpose stadium, the hypothesised relationships are subsequently tested by means of the partial least squares (PLS) path modelling approach. An importance-performance map-based assessment is used to derive recommendations for improving service interface performance and hence, visitor satisfaction.

New entrepreneurial behaviour of public research organisations: opportunities and threats of technological services supply

Abstract: Public research labs play a fundamental role in modern economies to increase, through knowledge and technology transfer, the economic growth of countries. The paper analyses new organisation of the biggest public research body in Italy, based on project management, designed with an explicit aim to transform this research institution in entrepreneurial organisation, providing technological services and applied research to external subjects such as firms, public administration, etc. New matrix structure of the public research organisation – technological services-oriented – creates structural deficiencies, coordination problems, as well as problems of defining the extent of the project manager's authority over staff from other departments. In addition this new structure has been decreasing scientific production of institutes which reduces the efficiency of overall national system of innovation.

Measuring the service quality of Indian tourism destinations: an application of SERVQUAL model

Abstract: The issues surrounding the measurement and provision of service quality at tourist destinations are becoming increasingly important to both academicians and tourism planners. This research study applies the SERVQUAL measurement instrument to evaluate the tourism services at ten Indian tourist destinations visited by foreign tourists and provide evidence of where specific service improvements were needed to enhance the competitiveness of the destination(s). The research sample consists of 1,855 visitors. The 22-item SERVQUAL standard questionnaire has been used, with each item classified based on five quality-assessment dimensions. Tourists' expectations of service were obtained on first attendance at the destination. Tourists' perceptions of service received were obtained on completion of visit. Perceptions and expectations are then compared to identify where the largest service gaps exist. The study indicates that SERVQUAL instrument has a useful diagnostic role to play in assessing and monitoring service quality in tourist destinations, enabling tourism planners to identify where improvements are needed from the tourists' perspective.

Customer Relationship Management applied to higher education: developing an e-monitoring system to improve relationships in electronic learning environments

Abstract: Customer Relationship Management (CRM) has usually been associated with business contexts. However, it has recently been pointed out that its principles and applications are also very appropriate for non-profit making organisations. In this article, we defend the broadening of the field of application of CRM from the business domain to a wider context of relationships in which the inclusion of non-profit making organisations seems natural. In particular, we focus on analysing the suitability of adopting CRM processes by universities and higher educational institutions dedicated to electronic learning (e-learning). This is an issue that has much potential but has received little attention in research so far. Our work reflects upon this matter and provides a new step towards a CRM solution for managing relationships of specific customers, such as students. Indeed, the main contribution of this article is specifically characterised by the proposal and empirical application of an e-monitoring system that aims to enhance the performance of relationships in e-learning environments.

Productivity impacts of mobile office service

Abstract: Mobile business services have shown a lot of potential for improving the productivity of mobile workers. However, evaluating productivity impacts has been challenging due to the nature of these services. This paper aims to understand and evaluate productivity impacts of a mobile office service. The potential impacts are first identified in two mobile work groups by means of a literature review. After that, an empirical case study is conducted in a telecommunications company with knowledge workers and sales people using a mobile office service. The case study includes data from interviews, group discussions and a questionnaire (N = 115). The results show that the main productivity impacts from the use of the mobile office service examined in the case study are: the ability to accomplish tasks that need a rapid reaction or response, better situation awareness and better utilisation of idle time while on the move.

Developing integrated e-tourism services for cultural heritage destinations

Abstract: The traditional approach to destination promotion pursued by cultural tourist cities is in need of fundamental revision. It is shown that cultural heritage is not well represented in existing e-destination platforms and e-tourism services, which reduces the competitiveness of urban tourism in an increasingly digital era. The paper discusses how cultural tourism destinations can develop intelligent systems that can improve access and use of their local heritage using integrated e-services. It is argued that if new e-services can convey diverse, distributed and multimedia information on cultural destinations and sites, then they can contribute to the cities' long-term competitiveness and sustainability. Establishing close links between the cultural heritage and ICT sectors is crucial to innovation in destinations' e-services. Discussion is based on theoretical analysis and three case study examples from Europe.

An integrated framework for managing knowledge-intensive service innovation

Abstract: This paper develops a service innovation framework that takes into account both industry- and firm-level strategies. The main emphases in the industry level are value proposition – identifying potential industry demand and earnings, value deployment – positioning the firms in the value networks to expand value and value appropriation – exploiting resources and capturing the benefits of service innovation (i.e., the 3V Innovation Model). At the firm level, the key processes are new service design, development and delivery (i.e., the 3D Innovation Model). The 3V Innovation Model provides a guidance to assist firms in identifying and securing their product-market positions, defining the supply chain and network relationships, and appropriating the gains from service innovation. The 3D Innovation Model presents firms with specific processes for implementing service innovation. Business model innovation serves as a linkage between the industrial-level 3V and firm-level 3D models for implementing and realising the economic value from service innovations.

Investigating relationships between organisational commitment, employee empowerment, customer intelligence and Customer Relationship Performance among small service firms

Abstract: This article investigates the role of organisational commitment, employee empowerment and customer intelligence on Customer Relationship Performance (CRP) among small firms in the service sector. A survey was conducted to validate the proposed theoretical model. The results showed that firms with a high degree of top management commitment toward Customer Relationship Management (CRM) were more likely to put greater emphasis on employee empowerment and generate better CRP than firms with a low degree of top management commitment toward CRM. The results also revealed that firms with a high degree of employee empowerment were more likely to effectively track and understand customer needs and satisfaction over time, resulting in the ability to better satisfy and retain profitable customers (CRP). This article also discusses implications of the study.

Perspective: technology management in the service sector

Abstract: This paper reports out of the symposium on 'Technology Management in the Service Sector' which was held as a part of Portland International Conference on Management of Engineering and Technology in 2007. The objectives of the symposium were: to explore how technology management research and education can contribute to the evolving field of services science, management and engineering; to define a research agenda for the field of engineering and technology management that addresses the critical needs of the evolving service economy and to discuss needed funding structures and programs to foster service oriented research. We tackled these issues in two ways. First, the key leaders from academia, industry and government presented the critical issues and challenges that presently exist. Then, small groups analysed the selected topics in depth. We identified three main components of service science: value, people and technology, and explored how researchers in the field of technology management would tackle this new phenomenon.

An evaluation methodology for the tangible and intangible assets of city-regions: the 6K1C framework

Abstract: Together with hard and soft networks, tangible and intangible regional assets play an important role in the knowledge-based development of competing city-regions. The aim of this paper, therefore, is to investigate the best ways of managing invaluable tangible and intangible assets of city-regions. The paper explores the importance of asset management of city-regions by giving special emphasis on their knowledge asset base. This paper develops and introduces a theoretical framework to conceptualise a new approach to articulate the strategic planning mechanism, so called the 6K1C framework. The 6K1C framework is part of the strategic planning process of continuous improvement of overall public sector performance. The framework provides a proactive check-list approach integrated for managing and harnessing tangible and intangible assets of the post-industrial city-regions.

Design for service innovation: a methodology for designing service as a business for manufacturing companies

Abstract: Slowing sales growth for new products and falling profit margins have made adding services to products an increasingly attractive means of competitive differentiation for manufacturing-based companies. In response to this trend, this paper examines ways that manufacturing-based companies can leverage their core competencies and design services as business. It explores why a manufacturing-based company should go into service businesses in the first place. From surveys, interviews and financial analyses of multiple companies, we discovered that service businesses often stabilise the total revenue of a company, give sales a relatively long term platform and transform the incentive structure of companies and its relationship with the customer in many cases. The challenge companies' face is how to successfully design or improve a product-service system. This paper suggests a seamless and systematic framework called design for service innovation (DfSI), along with a sequence of design methods for designing services. The method is then applied to a pilot case study.

A method for assessing the business value of information system scenarios with an estimated credibility of the result

Abstract: This paper presents a method for assessing the business value of information system scenarios. The purpose of the method is to provide information system decision makers with high quality information about potential future scenarios at a relative low cost of investigation. The method features three frameworks; one for functional assessments of information system scenarios, one for non-functional assessments of information system scenarios and finally a general business value taxonomy. The former two serve as an input structure to the latter one. The business various concepts in the business value taxonomy were prioritised by business managers to reflect the organisation's business needs. A problem with estimating the business value of an information system scenario is that it is a very complex undertaking; there are a vast number of aspects that need to be assessed in order to get a correct result. To be cost efficient all of these aspects cannot be addressed so the results of the method will inevitably contain a degree of uncertainty. The method thus also provides an estimate of the uncertainty of its results. The method has been tested in a comprehensive case study at a large European power company.

The relationship-service-profit chain: conceptual framework and propositions

Abstract: This conceptual paper proposes an expanded relationship-service-profit chain as a business success model based on blending human resource management and marketing within the relationship marketing framework. The major contribution of the paper is the extension of thought and usage of the service-profit chain through the super-imposition of a relationship building approach to the provision of service. The proposed model draws on the original service-profit chain, which is further enhanced through the addition of a relationship marketing orientation guiding business culture and combining internal marketing and human resource management activities to best implement an updated service-profit chain. The enhanced relationship-service-profit chain model is introduced as a plausible explanation for previous problems encountered in the service-profit chain literature and also to provide a point of reference for future research into the association between internal service operations and external operations and sustained superior customer outcomes. Future research directions are provided.

Cognitive image change and loyalty in destination branding

Abstract: This study examined visitors' cognitive image change and its relationship to their loyalty to a well-established destination brand. It was found that visitors positively modified their perceptions about many of a destination's attributes after their experience at the destination. The extent of the positive modifications varied, however, among first-time visitors, repeat visitors, and loyalists. The test of eight hypotheses revealed a significant positive relationship between visitors' image change and their willingness to recommend for first-time visitors and loyalists, but not for repeat visitors. First-time visitors were the only group for which a positive relationship was discovered between image change and return likelihood. This study contributes to the understanding of the influential and dynamic nature of destination image, particularly the relationship between image change and loyalty. As image and loyalty are key branding constructs, the findings and methodological approach adopted in the study should be of particular interest to researchers and practitioners of destination branding.

Identifying factors affecting public service productivity

Abstract: Improving productivity requires an understanding of what key factors affect it. This paper aims to define and identify factors affecting the productivity of public service organisations. The objective of the paper is tackled with a qualitative research approach which is explorative in nature. The paper extends the present limited knowledge on the issue by examining, analysing and combining literature from different research fields and by analysing empirical data obtained from the interviews carried out in various departments of the City of Helsinki, Finland. As a result a new public service productivity model is presented.

Self-service technology and the moderating effects of consumer characteristics

Abstract: The incidence of self-service technology, where the consumer delivers the service themselves using technology, is increasing in the service encounter. One area that is under-explored is the potential impact of self-service technology on consumer satisfaction and affective commitment. Accordingly, this paper presents an empirical study that investigates the relative impact of self-service technology on consumer satisfaction (both overall and transaction-specific) and affective commitment, accounting for the moderating effects of consumer characteristics. The results highlight the importance of personal service for evaluations of satisfaction and commitment, and the importance of social competency as a moderator in this relationship. An understanding of these consumer perceptions will allow organisations to develop strategies to deliver the services expected by their consumers, improving consumer satisfaction and commitment.

Grasslands as a sustainable tourism resource in Germany: environmental knowledge effects on resource conservation preferences

Abstract: Resulting from centuries of traditional animal husbandry, extensive grasslands belong to the most important natural tourism resources in Central Europe adding to the amenity values of many landscapes. Facing agricultural market pressures, they are endangered by agricultural intensification as well as by abandonment. Both developments threaten grassland values for tourists and recreationists. However, many non-experts regard extensive grasslands as 'natural' and ignore the essential contribution of animal husbandry to their conservation. Against this background, we conducted choice experiments with respondents from two semi-rural suburbs of Gottingen City and from two Harz mountain villages (n = 336). Respondents either use the grassland landscape for recreation and/or operate tourism businesses. We document substantial preferences for vistas facilitated by local grasslands and for grassland species diversity. Residents with higher scores of an index of grassland knowledge prefer higher numbers of sheep and cattle for grassland conservation.

Service employee behaviour: the role of compliance and risk taking

Abstract: This paper looks at the decision-making process that determines the amount of effort frontline service employees will expend in delivering a service in a business-to-business context. Using theories in behavioural economics and interactional and social psychology, the paper develops and presents a model of employee decision-making. Managerial implications, which have the potential to enhance the marketing of business-to-business services and directions for future research in this area, are indicated.

The Dao of the sceptic and the spiritual: attitudinal and cultural influences on preferences for sustainable tourism services in the domestic Chinese tourism market

Abstract: The study assesses Chinese tourist preferences for southwest China destination attributes – including the availability of sustainable tourism services (STS). Using the choice experiment method, the influence of attitudinal variables and of cultural values on preferences is also estimated. Data are collected from 213 middle class respondents in Beijing and Chengdu. STS is the only destination attribute which has no clear influence on destination choice. Factor analysis singled out two 'positive' attitudinal dimensions (in favour of sustainability, concern for losing future opportunities) and one 'negative' dimension (sceptical attitude on STS). Only the sceptical attitude on STS significantly influenced destination choice, and substantially reduced willingness-to-pay (WTP) for STS. Based on images of nature analysis of cultural values by factor analysis, robustness by divine designer and a non-spirituality dimension displayed substantial impacts on destination preferences. The less spiritual the images of nature of a Chinese middle class tourist, the less s/he prefers – and is willing to pay for – trips featuring more natural attractions and more STS.

Customer value segmentation based on cost-sensitive learning Support Vector Machine

Abstract: Two types of errors, 'rejecting true and accepting false' are inevitable in customer value segmentation. The traditional data mining method which is on the total accuracy rate cannot reflect the influence caused by the great difference of misclassification costs and unbalanced quantity distribution of customers who have various values. The thesis proposes two enhancements. The first is developing the cost-sensitive Support Vector Machine (SVM) classifier by presenting misclassification cost function based on customer value, which is evaluated by the function of the exceptional lost. The second enhancement is a method of multi-category classification based on the binary classification version of SVM. The data test result proves that the method can control the different types of errors distribution with various cost of misclassification accurately, reduce the total misclassification cost and distinguish the customer value effectively.

Visitors' involvement, perceived value, satisfaction and behavioural intention on tourist express trains in Taiwan

Abstract: Taiwan tourism express has become a newly-developed industry. Due to the characteristics of invisibility and of simultaneous occurrence of the production and consumption, it might be difficult to estimate the advantages and disadvantages of consumption beforehand; tourists might purchase the product through consumers' involvement. This research discusses customers' involvement, perceived value, satisfaction, and purchase behaviour. Besides, multiple-group SEM analysis was used to analyse the types of operation between the tourism agencies. The results showed: the perceived value and purchase behaviour were influenced positively by the level of customers' involvement whereas the satisfaction is negatively influenced; purchase behaviour was not affected by perceived value directly, but could be influenced indirectly through the dimension of satisfaction. The tourists' purchase behaviour had been affected when they were involved in purchasing the products. The achievement developed by the single tourism agencies is better than that by the collective ones. Some of the tourists from different routes were willing to pay much more, while others were reluctant.

White-collar worker productivity: challenges in Finland

Abstract: The paper focuses on knowledge worker productivity assessment (KWPA), a method originally developed to support the productivity measurement of knowledge workers within an organisation. The aim is to ascertain whether white-collar workers' productivity drivers at macro-level can be identified by the KWPA; whether the drivers are robust to make general analysis and, furthermore, also suitable for research purposes. In addition, the objective is to identify problems related to the current state of Finnish white-collar workers' productivity by utilising the set of drivers. The empirical data includes questionnaire responses from a total of 840 Finnish white-collar workers representing different organisations and professional groups. This study provides evidence of that white-collar workers' productivity drivers at macro-level can be identified by the KWPA and also seem to be usable for purposes of scientific research. In addition, new information on the current state of Finnish white-collar workers' productivity is provided suggesting that e.g., rewarding policies and feedback practices are the biggest challenges in productivity improvement.

Adoption of technologies in industrial after-sales services across cultures

Abstract: The use of information and communication technologies in the provision of industrial after-sales services is of increasing importance. In this paper, we examine the impact of cultural factors on the adoption of such technologies in the after-sales setting. Drawing upon theories of technology adoption and aspects of culture, we propose that three dimensions of culture – individualism, power distance and uncertainty avoidance – affect the adoption of technology in industrial after-sales services. Moreover, we propose that the more individualistic people are, the more they will avoid uncertainty and that where the power distance between people is greater, the adoption of new technologies in industrial after-sales services will be lower.

Empowerment and role stress in the human interface between the firm and its markets

Abstract: Frontline employees constitute one of the key interfaces that service organisations have with their markets. Many strategies to enhance the ability of these employees to satisfy the needs of customers have been proposed. Amongst these, empowering employees has been suggested to enhance the customer orientation of the firm and consequently its effectiveness in serving the market. However, the impact of empowerment in service organisations remains somewhat contentious. This paper examines the role of empowerments an organisational service strategy and identifies its consequences for role stress, job satisfaction and the willingness of service employees to serve their customers.

Understanding value created by KIBS: a business customer perspective

Abstract: Knowledge intensive business services (KIBS) hold a key place in the current research agenda. This is mainly due to the fact that, with the rise of knowledge economy, their importance has gradually increased as well as their overall impact on economy. However, in comparison with the manufacturing sectors, KIBS sector remains poorly studied. This paper attempts to enrich the existing literature on KIBS, by providing some insights, theoretically founded, concerning an area where little prior research has been done, i.e., the description and assessment of service value dimensions from a business customer's perspective. In particular, on the basis of a literature review, eight different value dimensions are identified and described. These dimensions represent the building blocks of a conceptual model proposed for assessing the value created by KIBS for business customers.

Quantitative models for service quality strategy implementation

Abstract: In this paper, we briefly discuss the problems associated with implementing service quality strategy and propose three interrelated models which can be used to identify factors affecting performance and their relationships; structure them hierarchically and quantify the effect of the factors on performance: 1) business object models to describe the internal management elements; 2) coupling operation models to formalise the operation of relevant attributes among business object models; 3) system dynamic models (SDMs) representing the underlying process which leads to achievement of the strategic objective. Besides conceptual considerations, we base our arguments on a detailed case study from an auto financing company. Findings of this paper are that quantitative modelling can be helpful for service quality strategy implementation in a dynamic environment.

The isomorphic development of insurance - the perspective of social network analysis

Abstract: How to detect the trace of the technological developments and assess the technological trajectories is a critical issue of competition of firms. This paper proposed a network-based of citation-analytic methodology and has sought to look at the issue of technological isomorphism and its implications for the insurance companies. This paper has focused its discussion on patent data of 'insurance business method' to explore possible technological trajectories in insurance. The result of this research also found the technological isomorphism in insurance already occurs. The contribution of this paper is to introduce the social network analysis into patent citations to foresee the technological development.

Development of an effort estimation model : a case study on delivery projects at a leading IT provider within the electric utility industry

Abstract: When projects are sold with fixed prices, it is utterly important to quickly and accurately estimate the effort required to enable an optimal bidding. This paper desccribes a study performed at a l ...

Design and development of supply chain knowledge discovery system for customer relationship management

Abstract: The purpose of this article is to propose a Supply Chain Knowledge Discovery System including Radio Frequency Identification (RFID) technology together with temporal rule induction that the retailers and distributors can have a better Customer Relationship Management by realising the change of customer purchasing behaviour with latest information. The aim of this research is to identify how information system manipulates the Point-Of-Sales data and customer historical data so as to formulate the cross-selling strategy. With the advert development and application of RFID, the data collected in the linear time interval reveal the characteristics of temporal features of daily transactional data. The proposed system discovers the knowledge by querying data in temporal database interactively and recursively with Temporal Query and Mining Language. Data cleaning process is carried out prior to applying temporal association rule for basket market analysis. The significance of this research is the demonstration of the synergy of using a combination of latest technologies to form an integrated system to improve direct marketing campaign.

An Online Analytical Processing based predictive system for better process quality in the supply chain network

Abstract: Today, enterprises are under pressure to improve process performance while still remaining customer oriented. The problem of workflow and process quality is a very important issue in supply chain management. Successful improvement of the logistics process has to be viewed as one way of making improvements to the integrated supply chain network. This article describes the application of an Online Analytical Processing (OLAP) based neural ensembles strategy to the acquisition of process knowledge during the supply chain operations. It demonstrates the capabilities of the proposed approach to analyse and predict the quality of the finished product under different process operation parameters. The simulation results indicate that the proposed model is generally superior to the traditional approach by providing real-time prediction and better decision support functionality.