Showing papers in "Managing Service Quality in 2008"
TL;DR: In this article, the authors propose a framework for a new perspective on the total service experience, which dimensions influence it, and how a service experience is linked to value in use.
Abstract: Purpose – The aim of this article is to propose a framework for a new perspective on the total service experience, which dimensions influence it, and how a service experience is linked to value in use.Design/methodology/approach – The article is conceptual and suggests a new theoretical frame of reference describing value in use through service experience in technology‐based services.Findings – According to this article, a service experience is the total functional and emotional value of a consumed service. The service experience is unique to every individual customer and the service consumption situation. Value in use is the cognitive evaluation of the service experience.Research limitations/implications – The framework is discussed in the context of technology‐based services and will provide a basis for future research. Empirical studies are called for concerning service experiences in different kinds of service contexts.Originality/value – This article contributes a new framework, illustrating the serv...
476 citations
TL;DR: In this paper, the authors identify and discuss the key conceptual and empirical issues that should be considered in the development of alternative industry-specific measurement scales of service quality (other than SERVQUAL).
Abstract: Purpose – The purpose of this paper is to identify and discuss the key conceptual and empirical issues that should be considered in the development of alternative industry‐specific measurement scales of service quality (other than SERVQUAL).Design/methodology/approach – A total of 30 studies are selected from two well‐known databases: Science direct and ABI inform. These studies are subjected to a comprehensive in‐depth content analysis and theoretical discussion of the key conceptual and empirical issues to be considered in the development of service‐quality measurement instruments.Findings – The study identifies deficiencies in some of the alternative service‐quality measures; however, the identified deficiencies do not invalidate the essential usefulness of the scales. The study makes constructive suggestions for the development of future scales.Originality/value – This is the first work to describe and contrast a large number of service‐quality measurement models, other than the well‐known SERVQUAL in...
393 citations
TL;DR: In this article, the authors report a study of ski resorts where they first established a causal model of customer satisfaction and image predicting customer loyalty, and then map the scores in a four-fields-grid.
Abstract: Purpose – Customer satisfaction is seen to be one of the main determinants of loyalty. However, the relationship between customer satisfaction and loyalty does not seem to be linear, many researchers have reported doubts about the predictability of loyalty solely due to customer satisfaction ratings which ignore image as predictor of loyalty. This paper aims to address the issues.Design/methodology/approach – The authors report a study of ski resorts where they first established a causal model of customer satisfaction and image predicting customer loyalty, and then map the scores in a four‐fields‐grid. Additionally the authors conducted a moderator analysis to assess the relative importance of image and satisfaction for loyalty intentions between two different groups (first‐time‐visitors, and regular guests).Findings – The results show that those ski resorts with the highest satisfaction ratings and the highest image ratings have the highest loyalty scores. Among first‐time‐visitors overall satisfaction i...
270 citations
TL;DR: Zhang et al. as discussed by the authors used an expectancy disconfirmation theory (EDT) to explore e-service quality and the factors influencing an individual's loyalty intention towards online auctions.
Abstract: – The purpose of this study is to draw on expectancy disconfirmation theory (EDT) to explore e‐service quality and the factors influencing an individual's loyalty intention towards online auctions., – The authors conducted an empirical study and data were collected from a total of 619 bidders in online auctions. A structural equation modeling (SEM) is used to assess the relationships of the research model., – The findings show that e‐service quality dimensions including efficiency, privacy protection, contact, fulfillment, and responsiveness have statistically significant influences on buyer's disconfirmation. Besides, buyers' disconfirmation of online auctions is positively associated with their satisfaction, and their satisfaction is positively associated with loyalty intentions., – The auctioneer should focus on purchase efficiency and protect the buyer's privacy. The seller should actively make contact with the buyer, fulfill order delivery, and respond to problems. Thus, the performances of auctioneer and seller are the true reassurance to buyers., – This study, which aims to shed light on e‐service quality in online auctions, is the first study that has applied an EDT‐based model to investigate the determinants of buyer's loyalty intention in online auctions.
267 citations
TL;DR: In this article, the authors describe and apply a new three-step approach to prioritizing service attributes in formulating quality-improvement strategies using IRPA and impact asymmetry analysis.
Abstract: Purpose – The aim of this paper is to describe and apply a new three‐step approach to prioritizing service attributes in formulating quality‐improvement strategies. In particular, the paper seels to demonstrate the value of impact range‐performance analysis (IRPA) and impact‐asymmetry analysis (IAA) in prioritizing quality attributes for improvement.Design/methodology/approach – The proposed new analytical framework is developed and presented. Data from a survey on satisfaction with airport passenger services are then used to demonstrate the proposed approach. Improvement priorities are derived using a three‐step analytical framework.Findings – This paper raises several conceptual issues concerning importance‐performance analysis (IPA). In particular, the study contends that direct and indirect measures of the “importance” of an attribute are not measuring the same construct.Practical implications – Managers who use IPA to prioritize the improvement of service attributes might obtain misleading recommenda...
146 citations
TL;DR: In this article, the authors investigate the effect of shopper age on attitudes toward and use of retail self-service technology (SST) and find that older consumers had experience with fewer types of SSTs, less confidence in using SST, reported missing human interaction to a greater degree, used self-checkout less often when the option was available, were less willing to pay a premium for express checkout, and were more likely to attribute a corporate self-interest for the introduction of Sst.
Abstract: Purpose – The purpose of this paper is to investigate the effect of shopper age on attitudes toward and use of retail self‐service technology (SST). The age variable has received relatively little attention in the literature.Design/methodology/approach – Questionnaire responses from three age groups are compared. Also, cluster analysis is used to group subjects based on similarity in attitudes toward and use of SST.Findings – Compared to younger consumers, older consumers had experience with fewer types of SSTs, less confidence in using SST, reported missing human interaction to a greater degree, used self‐checkout less often when the option was available, were less willing to pay a premium for express checkout, and were more likely to attribute a corporate self‐interest for the introduction of SST. For the total sample of 718 subjects, 40 percent reported using store self‐checkout 15 percent of the time or less when the option was available. Only 25 percent of subjects reported using automated store chec...
122 citations
TL;DR: In this paper, a multi-case research design was employed to answer the following two research questions: "What antecedents are required for the innovation of product-related services?
Abstract: Purpose – This paper aims to answer the following two research questions: “What antecedents are required for the innovation of product‐related services?” and “How do the antecedents differ for product‐related services developed during the product development process or during the product usage?”Design/methodology/approach – A multi‐case research design was employed.Findings – Involvement of frontline employees, information sharing, multifunctional teams, funnel tools, information technology, internal organization, and training and education have a similar impact on the success of integrated and separated service innovations. Presence of service champion, autonomy of employees, market testing, and market research have a positive effect on separated, but a negative impact on integrated service innovations. The strategic focus, external contacts, availability of resources, and management support are positively associated with both innovation types, but their importance is essentially higher for separated tha...
118 citations
TL;DR: In this article, the authors examine customer satisfaction and service quality measurement practices followed in call centres and find that customer orientation in assessing service performance is either low or absent in most call centres.
Abstract: Purpose – The purpose of this research is to examine customer satisfaction and service quality measurement practices followed in call centres.Design/methodology/approach – The study uses qualitative methodology involving in‐depth interviews. The respondents were senior managers belonging to quality or operation divisions in four large call centres in India.Findings – It is found that service quality management in call centres disregards customers. The study suggests that call centre managers overly depend on operational measures. Customer orientation in assessing service performance is either low or absent in most call centres.Research limitations/implications – Since the study has used qualitative methodology, observations and findings need to be validated with empirical data.Practical implications – The paper suggests that call centres need to develop systematic and comprehensive measurement of perceived service quality in order to provide superior call centre experience to their customers.Originality/v...
108 citations
TL;DR: In this article, a survey instrument customized to the performing arts was administered to a sample of 273 past and present performing arts audience members and examined using structural equation modeling to predict re-purchase intention (RI) in a performing arts context.
Abstract: Purpose – This research models the interrelationship of service quality (SQ) for core and peripheral service, perceived value and satisfaction to establish a system of relationship that predicts repurchase intention (RI) in a performing arts context. Business researchers in services understand that organizations must base success on consumer retention. With increased competition and dwindling funding, the performing arts have more constraints in managing and designing customer retention programs. Knowledge of the predictors of customer judgments in re‐purchase intention is undeveloped in the performing arts sector positioning both academic and practical research as warranted. This paper aims to fill this gap.Design/methodology/approach – A survey instrument customized to the performing arts was administered to a sample of 273 past and present performing arts audience members and examined using structural equation modeling.Findings – Results indicate that customers determine their re‐purchase intention bas...
96 citations
TL;DR: In this article, the authors explore the nature of Singapore Airline's human resource (HR) management practices that enable the company to deliver consistent service excellence in an efficient manner and achieve sustainable competitive advantage.
Abstract: Purpose – The purpose of this paper is to explore the nature of Singapore Airline's human resource (HR) management practices that enable the company to deliver consistent service excellence in an efficient manner and achieve sustainable competitive advantage.Design/methodology/approach – The paper presents an in‐depth case study based on primary and secondary data, and especially in‐depth interviews of senior management and senior flight crew.Findings – The study finds that Singapore Airlines' HR practices involve stringent selection and recruitment processes, extensive training and retraining, successful service delivery teams, empowerment of front‐line staff to control service quality, and motivating staff through rewards and recognition.Practical implications – This research has implications for organisations that aim to deliver consistent service excellence, by outlining HR practices that assist in this goal; and for senior management, particularly highlighting the importance and contribution of HR to...
92 citations
TL;DR: In this article, the authors measure brand associations in the context of a fitness club, test the influence of brand associations on the development of brand loyalty, and investigate the role of service quality.
Abstract: Purpose – The study aims to: measure brand associations in the context of a fitness club, test the influence of brand associations on the development of brand loyalty, and investigate the role of service quality on the development of brand associations.Design/methodology/approach – A total of 165 members of a managed‐owned fitness club, located in North Greece, participated in the study. They completed a 25‐item questionnaire to measure brand associations, and a 25‐item questionnaire to measure service quality.Findings – The exploratory factor analysis revealed eight brand association factors: popularity, management, logo, escape, vicarious achievement, nostalgia, pride and affect. In terms of the relationships among brand associations, loyalty and service quality, the regression analyses revealed that: five of the eight brand associations (escape, nostalgia, pride, logo, and affect) significantly contributed to the prediction of loyalty, the service quality dimensions predicted significant amount of vari...
TL;DR: In this article, the authors investigate the effect of after-sales services on customers' satisfaction as well as on their behavioural intentions, namely "repurchase intention" and "word-of-mouth" (WOM).
Abstract: Purpose – The purpose of this paper is to investigate the effect of after‐sales services on customers' satisfaction as well as on their behavioural intentions, namely “repurchase intention” and “word‐of‐mouth” (WOM).Design/methodology/approach – The research conducted followed a quantitative methodology. The selected research tool was a questionnaire, which was administered via phone interviews using the CATI process. The study conducted was targeted to customers of a large retail chain marketing electrical appliances in Greece and 420 usable responses were utilised. A path analysis was performed using the “Amos 4.0” software.Findings – After‐sales service quality affect satisfaction, which in turn affects behavioural intentions. Hence, after‐sales services affect the overall offering and thus, the quality of the relationship with customers.Research limitations/implications – Limitations are related to the use of only two after‐sales services and the restricted geographical area of the field research.Prac...
TL;DR: In this article, the authors employed a survey-based method to test a theoretically grounded set of hypotheses and found that personality characteristics have significant moderating effects on online purchase intentions, while technology readiness increases the likelihood of online purchase, dispositional trust is not a similar effect.
Abstract: Purpose – A main focus in recent online consumer research has been on context specific trust, risk, and online buying experience. Despite the importance, their individual level “equivalents” – trust disposition, risk aversion, and technology readiness – have received limited attention. This research attempts to fill that gap by focussing on these crucial personality traits.Design/methodology/approach – This research employs a survey‐based method to test a theoretically grounded set of hypotheses. The measurement model is tested using SEM and the hypotheses are tested using regression techniques.Findings – The personality characteristics are found to have significant moderating effects on online purchase intentions. Interestingly, provided the consumers are satisfied, risk aversion is found to increase the likelihood of purchase. Moreover, while technology readiness increases the likelihood of online purchase, dispositional trust is found not to have a similar effect.Research limitations/implications – Sig...
TL;DR: In this article, an integrated framework for designing, implementing and evaluating a customer relationship marketing (CRM) system in service companies, based on a gap analysis, is proposed, which summarizes key findings of previous research on internal (organizational) success/failure factors, adds a customer perspective on CRM expectations and perceptions and links these internal and external factors using a systemic gap approach.
Abstract: Purpose – The purpose of this paper is to suggest an integrated framework for designing, implementing and evaluating a customer relationship marketing (CRM) system in service companies, based on a gap analysis.Design/methodology/approach – The paper summarizes key findings of previous research on CRM internal (organizational) success/failure factors, adds a customer perspective on CRM expectations and perceptions, and links these internal and external factors using a systemic gap approach.Findings – The paper finds that viewing a relationship as a value and as a quality driver should lead managers to consider expectations as a mean to design appropriate interaction flows with customers. Also, relationship expectations from customers' point of view could be used as a segmentation variable to identify customer relationship profiles and address them with specific means. Finally, the integrated perspective underlines the importance of coordination and coherence among all organizational, technological and huma...
TL;DR: In this article, the authors challenge the assumption that the relationship between service quality attributes and customer satisfaction follows a classic linear path, and suggest the existence of a threshold level after which the strength of the relationships between the two constructs, for some service attributes, adjusts.
Abstract: Purpose – The aim of this paper is to challenge the assumption that the relationship between service quality attributes and customer satisfaction follows a classic linear path. It suggests the existence of a threshold level after which the strength of the relationship between the two constructs, for some service attributes, adjusts. Depending on the type of adjustment, service attributes can be classified as satisfier or dissatisfier. Each requires a distinct managerial action.Design/methodology/approach – The data were collected via self‐administered questionnaire from customers of three service industries (i.e. banking service, hairdresser service, phone service). The type of impact of nine individual service quality attributes on customer satisfaction was investigated using multiple regression models with interaction terms.Findings – The empirical findings provide evidence for the existence of satisfiers and dissatisfiers. Satisfiers exhibit initially no relationship with satisfaction, but after the ac...
TL;DR: In this article, the authors examine consumer perceptions of airline quality indicators and compare them to actual data reported by the US Department of Transportation, in the USA and the Association of European Airlines (AEA) in the EU.
Abstract: Purpose – The purpose of this paper is to examine consumer perceptions of airline quality indicators and compare them to actual data reported by the Department of Transportation, in the USA and the Association of European Airlines (AEA) in the EU. The objective is to determine whether there is a discrepancy between reported performance metrics of service quality and consumer perception.Design/methodology/approach – This paper compares actual reported data on service quality with results of an exploratory questionnaire on the perceived frequency of service failures in three key areas of airline service quality; on time flight arrivals, baggage reports and flight cancellations. Similarities and differences both within and between the USA and EU markets are discussed.Findings – Preliminary findings indicate that actual consumer perceptions of airline performance on key areas of airline service quality are in fact far worse than the data reported in the US Air Travel Consumer Report or AEA Consumer Report. Co...
TL;DR: In this article, the relationship between quality management and business performance with a comparison between manufacturing and service organizations is investigated, by reviewing the literature, by evaluating the business performance implications of adopting quality management principles.
Abstract: Purpose - The purpose of this paper is to investigate, by reviewing the literature, the relationship between quality management and business performance with a comparison between manufacturing and service organizations. Design/methodology/approach - This meta-analytic study critically examines the literature and evaluates the business performance implications of adopting quality management principles in manufacturing and service organizations. Altogether, 14 published research studies were identified that focused on the relationship between quality management and business performance with a comparison between manufacturing and service organizations. Findings - The results show several inconsistencies in previous research when it comes to the relationship between quality management and business performance when comparing manufacturing and service organizations. Some of these inconsistencies concern the principles of supplier relationships, leadership commitment and customer orientation. The inconsistencies can be explained by a number of factors: the difference in size of the organizations included in the studies, the cultural aspect and the research design. Regarding consistencies, two quality management principles stand out in several studies as being more central for service organizations: employee management and process orientation. Practical implications - The results can provide guidance for service managers aiming to implement quality management. In addition, the paper provides guidance to researchers about methodological issues so that future research can provide more reliable and valid results. Originality/value - The paper provides a critical review of previous research on what principles of quality management should be adopted in a service organization.
TL;DR: In this paper, the authors reviewed the conceptual background for service quality as applied to the airline industry and use data from the Air Travel Consumer Report to examine airline quality performance on such key indicators as on-time arrival, customer complaints, denied boarding, and mishandled baggage to determine the trend in airline service performance over the past two decades.
Abstract: Purpose – This paper aims to review the conceptual background for service quality as applied to the airline industry and use data from the Air Travel Consumer Report to examine airline quality performance on such key indicators as on‐time arrival, customer complaints, denied boarding, and mishandled baggage to determine the trend in airline service performance over the past two decades.Design/methodology/approach – Data collected for this study included customer complaints on flight problems, ticketing, refunds, fares, customer service, advertising, and other problems, overall carrier on‐time performance, involuntary denied boardings, and mishandled baggage. Total yearly departures by carrier were obtained from the Bureau of Transportation Statistics and used to normalize the service data. Service quality rates were calculated for the industry overall and by individual carrier. The total quality rate represents the sum of the following data: the percentage of late flights, total number of consumer complai...
TL;DR: In this article, the authors explore the relative importance of physical and interactive elements of service on overall satisfaction, particularly when these elements are moderated by the point-of-view of repeat and new customers.
Abstract: Purpose – The purpose of this paper is to attempt to explore the relative importance of the physical and interactive elements of service on overall satisfaction, particularly when these elements are moderated by the point‐of‐view of repeat and new customers Evidence is drawn from the transport sector industryDesign/methodology/approach – The data for this study come from 388 ferry passengers Regression analysis was used to test the influence of each parameter and SEM employed to assess the moderating effects of repeat patronage on satisfactionFindings – The results suggest that the physical elements of the service are of greater importance in determining customer evaluations on overall satisfaction than interactive features of service The results also suggest that these effects are not just direct but also moderated by the repeat use of the service Finally, both elements are very good predictors of overall satisfactionResearch limitations/implications – As results are obtained from only one industr
TL;DR: In this paper, the authors explore the variables most often associated with customer dissatisfaction and to determine which variables result in customer defection, which can aid managers as they develop strategies to prevent their occurrence.
Abstract: – The purpose of this study is to explore the variables most often associated with customer dissatisfaction and to discern which variables result in customer defection. Identification of these variables can aid managers as they develop strategies to prevent their occurrence., – This exploratory study examined customer service dissatisfaction from a respondent group of customer service representatives employed by a call center. These employees deal with customers as their exclusive job function and are trained to correct customer concerns. The customer service respondents were surveyed and asked to list their top service complaints. From this list they were also asked to indicate the top ranked poor service issue that would cause them, as customers, to defect and select a competitor to provide a substitute product or service., – Results of the study parallel those in other customer dissatisfaction research and indicate interesting characteristics of customer dissatisfaction arising from service failure. Interestingly, the top four categories (rude employees/poor attitudes; overall poor service; employees socializing and not paying attention to customers; and slow service) were noted most often as service problems by respondents and also ranked as the top reasons for defection. Areas for future research are also considered., – By understanding and anticipating poor service delivery, managers can regard these complaint categories as critical market research information. In addition, such information may help managers anticipate customer needs. They can re‐structure service experiences and train employees to avoid problem behaviors and actions., – While past research has focused on end‐user customers and their dissatisfaction, this research considers the opinions of consumers who are trained in, and work in, customer service.
TL;DR: In this article, the impact of customers' perception of customer service (bad/good) on variables that are known to drive revenue, i.e., customer satisfaction, perceived relative attractiveness, and commitment, was investigated.
Abstract: Purpose – The study is motivated by business' mixed response to increasing demand for customer service, leaving the question as to its impact on performance open. The study is concerned with the impact of customers' perception of customer service (bad/good) on variables that are known to drive revenue, i.e. customer satisfaction, perceived relative attractiveness, and commitment.Design/methodology/approach – Data were collected through a survey among bank customers. Two groups were sampled: customers who have experienced good or bad customer service. The hypotheses were tested by applying structural equation modeling and running two group analysis using the PLS and LISREL softwares.Findings – Customers that experience bad customer service do take into account the same variables in their evaluation as do customers that experience good customer service. They do however, put different weights on every factor in the evaluation process. Also the strength of the relationships between the variables seems to diff...
TL;DR: In this paper, an index of airline service quality is constructed from a number of published sources, and this index combines technical and functional aspects of quality, and the choice of components to include in the index, and their relative weighting, was informed by a panel of experts.
Abstract: Purpose – This paper aims to investigate effects on service quality where an individual airline chooses to jointly market its services with other airlines under the umbrella of a co‐brand alliance. Concept combination theory would lead to an expectation that quality performance of individual airlines would converge when their individual brands are combined to form a co‐brand alliance. This paper seeks to review the conceptual basis for quality convergence, and test this with a study of actual convergence levels among airlines that have joined alliances, and those that have not.Design/methodology/approach – The research employs a longitudinal, quantitative methodology. An index of airline service quality is constructed from a number of published sources, and this index combines technical and functional aspects of quality. The choice of components to include in the index, and their relative weighting, was informed by a panel of experts. Time series data were collected for the period 1998‐2004, and analysed ...
TL;DR: In this article, the authors identify firms that are frequent subjects of positive customer storytelling, and examine these firms for common practices using a grounded theory approach, utilizing a thematic analysis of data collected in relation to the exemplar firms.
Abstract: Purpose – This paper aims to address the concept of customer advocacy through storytelling, urban legends and folklore. The main purpose of the paper is to identify firms that are frequent subjects of positive customer storytelling, and to examine these firms for common practices.Design/methodology/approach – Following an assessment of various literature, this paper incorporates a two‐stage design. The first stage identifies a set of companies that are frequently the subject of customer service storytelling. The second stage takes a grounded theory approach, utilizing a thematic analysis of data collected in relation to the exemplar firms.Findings – Ten exemplar firms were identified. Themes and sub themes were drawn from data about the firms and categorized into ten theme clusters. A single theme – related to customer and employee obsession – was determined to be the common thread. An assessment of customer and employee practices from the exemplar firms is provided to give illustrations of specific pract...
TL;DR: In this article, the authors studied the relationships among four role stressors (role ambiguity, role overload, role conflict, and work-family conflict) and found that emotional satisfaction is positively related to perceived service quality.
Abstract: Purpose – The aim of this paper has been to study the relationships among: four role stressors (“role ambiguity”, “role overload”, “role conflict”, and “work‐family conflict”); emotional satisfaction among employees; and employee‐perceived service quality.Design/methodology/approach – A conceptual model of the aforementioned relationships has been presented. Hypotheses regarding these relationships were proposed, and data were then collected by a cross‐sectional field study of employees in six post offices in Norway. These data have been analysed to test the hypotheses.Findings – The study has found that “emotional satisfaction” is positively related to “employee‐perceived service quality”. Three role stressors (“role overload”, “role conflict”, and “work‐family conflict”) were negatively related to emotional satisfaction.Research limitations/implications – The findings indicate that role stressors have a direct effect on the emotional satisfaction of employees and an indirect effect on employee‐perceived...
TL;DR: ISO 9001 has certain shortcomings in the context of the residential aged‐care sector and there is a need to fit generic quality‐management models to the specific characteristics of the sector, and to integrate those generic quality management models with specialised models.
Abstract: Purpose – The purpose of this study is to assess the appropriateness of applying the ISO 9001 quality standard to the residential aged‐care sector.Design/methodology/approach – The study undertakes a prospective qualitative survey using the Delphi methodology. A panel of 14 experts in the field constitutes the panel.Findings – ISO 9001 has certain shortcomings in the context of the residential aged‐care sector. There is a need to fit generic quality‐management models to the specific characteristics of the sector, and to integrate those generic quality management models with specialised models.Practical implications – Managers of residential aged‐care services should ensure: that they have sufficient resources to implement quality‐management models; that all personnel are involved in the implementation; and that generic models are appropriately adapted to the specific needs of the aged‐care sector.Originality/value – The paper provides an original conceptual overview of the application of a generic quality...
TL;DR: In this article, the authors examined the PAKSERV service quality measure in a South African cultural context and found that it is a valid measure of service quality in the banking sector.
Abstract: Purpose – The purpose of this paper is to examine the PAKSERV service quality measure in a South African cultural context.Design/methodology/approach – In order to test and confirm the dimensionality of the PAKSERV service quality construct a confirmatory factor analysis (CFA) was used. The data were collected through a survey of over 300 Black South African banking customers.Findings – The results of the CFA confirmed that PAKSERV is a valid measure of service quality in a South African cultural context, consisting of six dimensions: tangibility, reliability, assurance, sincerity, personalisation and formality.Research limitations/implications – A major limitation of this study is that PAKSERV was only validated for the banking sector. To ensure validity across a variety of industries and cultural contexts, further replication would be needed.Practical implications – By measuring and evaluating service quality dimensions that are culturally relevant to customers, marketing managers can focus on the dimen...
TL;DR: In this article, the authors describe and analyse the effects of eGovernment on service design as perceived by employees and reveal five dimensions of change in the design of services as a result of the introduction of egovernment: service encounter and service process; customers as co-creators and sole producers of services; efficiency; increased complexity; and integration.
Abstract: Purpose – The purpose of this paper is to describe and analyse the effects of e‐government on service design as perceived by employees.Design/methodology/approach – The study uses semi‐structured interviews with middle managers and front‐line employees, complemented by documentary analysis, to investigate how the introduction of e‐government has affected service design in two Swedish public‐sector organisations.Findings – The analysis reveals five dimensions of change in the design of services as a result of the introduction of e‐government: service encounter and service process; customers as co‐creators and sole producers of services; efficiency; increased complexity; and integration. The study discusses the significance of these findings with particular examples from transcriptions of the interviews.Research limitations/implications – This study is rather limited and exploratory in nature; however, it does provide useful information on the categories of change in the redesign of services for e‐governmen...
TL;DR: In this article, the authors describe the "empirical characteristics" of the "top" journals in services marketing by assessing selected journals with respect to: the proportion of "EMI" versus "non-EMI", proportion of national versus international research data, the geographical origin of research data; and the geographical affiliations of the authors whose articles are published.
Abstract: Purpose – The purpose of this paper is to describe the “empirical characteristics” of the “top” journals in services marketing by assessing selected journals with respect to: the proportion of “empirical” versus “non-empirical” contributions; the proportion of national versus international research data; the geographical origin of research data; and the geographical affiliations of the authors whose articles are published. Design/methodology/approach – A sample of “top” journals in services marketing is selected on the basis of expert opinion. The selection includes the International Journal of Service Industry Management (IJSIM), the Journal of Services Marketing (JSM), the Journal of Service Research (JSR), Managing Service Quality (MSQ), and the Service Industries Journal (SIJ). The study considers all contributions (a total of 1,189) published in these journals over a six-year period from 2000 to 2005, with particular emphasis on the “empirical” studies (a subtotal of 870). Findings – The authors contend that there is in part a troublesome and challenging “ethnocentricity” in some of the examined journals. Research limitations/implications – This is the first assessment of the “empirical characteristics” of “top” journals in services marketing. Practical implications – The study provides valuable insights into the nature of academic publishing in the area of services marketing. Originality/value – Scholars will benefit from insights into the “empirical characteristics” of the “top” journals in services marketing. In particular, scholars can note the particular features of individual journals. Further studies of the “empirical characteristics” of individual research journals are required in other sub-disciplines of marketing.
TL;DR: In this article, the authors conceptualized relationship quality (RQ) and determined its antecedents and consequences in athletic services, including the creation of enduring customers, psychologic benefits for customers, employee satisfaction, customer retention and profitability, new service ideas, relationship exploitation, and personal success and reputation of instructors.
Abstract: Purpose – The purpose of this paper is to conceptualise relationship quality (RQ) and determine its antecedents and consequences in athletic services.Design/methodology/approach – One in‐depth case study is carried out in a big fitness centre and involves ten personal interviews with various employees and observation.Findings – RQ is perceived through the behaviour of both provider and customer and the quality of their interaction. RQ antecedents include the personality and skills of employees and customers; the servicescape; the quality of the offer; permanent staff; the relational orientation and reputation of the provider; the power of entertainment, and relationship duration. Finally, RQ effects include the creation of enduring customers; psychologic benefits for customers; employee satisfaction; customer retention and profitability; new service ideas; relationship exploitation, and the personal success and reputation of instructors.Research limitations/implications – New variables emerge for analysin...
TL;DR: In this article, the authors aim to conceptualize why consumer frustration with interactive voice response (IVR) self-service and measure attitudes toward IVR using questionnaire responses from a quota sample approximately equally divided among men and women and three age groups.
Abstract: Purpose – Reports in the popular press suggest much consumer frustration with interactive voice response (IVR) self‐service The present study aims to conceptualize why frustration might occur and measures attitudes toward IVRDesign/methodology/approach – Questionnaire responses were obtained from a quota sample approximately equally divided among men and women and three age groups (18‐28, 29‐48, 49 and older)Findings – Compared to a human operator, consumers perceive that transactions conducted through IVR take longer and are less customizable Respondents strongly prefer a human operator, believe that IVR was implemented to benefit the company more than customers, and are bothered by not having an initial choice of a human operator versus IVR Despite these negative views, satisfaction with IVR was primarily driven by transaction speed rather than concerns with these other issues Compared to younger consumers, older respondents held a more cynical view of IVR and the companies that employ the technol