ABSTRACT Management consultants generally sell their services based on the premise that they can provide a service that the firm may not be able to obtain otherwise. Assistance with major project implementation is an example of a service many consultants wish to provide. Implementation of the Just-In-Time (JIT) manufacturing philosophy is one such major project. However, a number of manufacturing firms have successfully implemented the JIT philosophy without outside assistance. Therefore, the question arises as to what services consultants provide that are useful to JIT implementation? This paper uses literature review and a survey of firms, that have implemented JIT to address this question.
{"title":"Effects of an External Consultant on JIT Implementation","authors":"R. Inman, Karen L. Brown","doi":"10.1300/J127V05N01_05","DOIUrl":"https://doi.org/10.1300/J127V05N01_05","url":null,"abstract":"ABSTRACT Management consultants generally sell their services based on the premise that they can provide a service that the firm may not be able to obtain otherwise. Assistance with major project implementation is an example of a service many consultants wish to provide. Implementation of the Just-In-Time (JIT) manufacturing philosophy is one such major project. However, a number of manufacturing firms have successfully implemented the JIT philosophy without outside assistance. Therefore, the question arises as to what services consultants provide that are useful to JIT implementation? This paper uses literature review and a survey of firms, that have implemented JIT to address this question.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"68 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124581368","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Susan R. Gregory EhD, Kenneth D. Smith EhD, Marianne C. Bickle
ABSTRACT As companies seek to find w;iys to develop a competitive edge in the t'asi paced global service economy, there is a growing awareness of the connection among customer satisfaction, :ind employee satisfaction and commitment. With the restructuring, downsizing, or rightsiz-ing of organizations, employee commitment, as well as satisfaction. becomes an important element in the success of a service organization. The focus of this research is to examine employee commitment and satisfaction of a large lodging organization. From this, the authors will identify strategies and tactics for maintaining an actively committed employee base.
{"title":"An Empirical Investigation of Satisfaction and Commitment Among Lodging Employees","authors":"Susan R. Gregory EhD, Kenneth D. Smith EhD, Marianne C. Bickle","doi":"10.1300/J127V05N02_02","DOIUrl":"https://doi.org/10.1300/J127V05N02_02","url":null,"abstract":"ABSTRACT As companies seek to find w;iys to develop a competitive edge in the t'asi paced global service economy, there is a growing awareness of the connection among customer satisfaction, :ind employee satisfaction and commitment. With the restructuring, downsizing, or rightsiz-ing of organizations, employee commitment, as well as satisfaction. becomes an important element in the success of a service organization. The focus of this research is to examine employee commitment and satisfaction of a large lodging organization. From this, the authors will identify strategies and tactics for maintaining an actively committed employee base.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"81 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124119305","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
G. B. Rodgers, F. H. Dworkin, William W. Zamula Ma
Abstract This article describes a method used to evaluate customer satisfaction with a telephone Hotline that, at the time of the study, received more than 200,000 calls annually. The statistical analysis, which is based on responses to a customer survey, specifies three logistic regression models as a set of recursive equations estimated in a two-stage process. The first stage analysis estimates two equations designed to measure service quality characteristics that contribute to customer satisfaction. The second stage analysis estimates the likelihood that customers were satisfied with their Hotline experience, as a function of the service quality characteristics and other factors. The results of the analysis provided several practical areas lor improving customer satisfaction with the Hotline.
{"title":"The Use of Logistic Regression Analysis to Evaluate Customer Satisfaction with a Telephone Hotline","authors":"G. B. Rodgers, F. H. Dworkin, William W. Zamula Ma","doi":"10.1300/J127V04N04_02","DOIUrl":"https://doi.org/10.1300/J127V04N04_02","url":null,"abstract":"Abstract This article describes a method used to evaluate customer satisfaction with a telephone Hotline that, at the time of the study, received more than 200,000 calls annually. The statistical analysis, which is based on responses to a customer survey, specifies three logistic regression models as a set of recursive equations estimated in a two-stage process. The first stage analysis estimates two equations designed to measure service quality characteristics that contribute to customer satisfaction. The second stage analysis estimates the likelihood that customers were satisfied with their Hotline experience, as a function of the service quality characteristics and other factors. The results of the analysis provided several practical areas lor improving customer satisfaction with the Hotline.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"69 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-09-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125127480","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract The proliferation of sophisticated computer-assisted communication technologies (e.g., voice mail systems, computer conferencing, video conferencing, electronic mail, image transmission) is causing organizations to examine the potential influence such technologies could have on the quality of service delivered to customers (both, internal and external). This paper investigates the impact of an advanced communication technology on the quality of service delivered by employees within an organization to their peers (internal customers). An empirical study was conducted to assess the expectations and performance levels of “internal service” after the incorporation of an advanced communication technology (voice mail) within one service organization (financial institution). Results indicate that the level of expectations of internal service in the context of voice mail were much higher than actual service performance. Analysis also revealed that perceptions of internal service quality significantly dif...
{"title":"The Impact of Voice Mail Technology on Internal Service Quality","authors":"D. Khazanchi, M. Shank, Jennifer Reynolds","doi":"10.1300/J127V04N04_06","DOIUrl":"https://doi.org/10.1300/J127V04N04_06","url":null,"abstract":"Abstract The proliferation of sophisticated computer-assisted communication technologies (e.g., voice mail systems, computer conferencing, video conferencing, electronic mail, image transmission) is causing organizations to examine the potential influence such technologies could have on the quality of service delivered to customers (both, internal and external). This paper investigates the impact of an advanced communication technology on the quality of service delivered by employees within an organization to their peers (internal customers). An empirical study was conducted to assess the expectations and performance levels of “internal service” after the incorporation of an advanced communication technology (voice mail) within one service organization (financial institution). Results indicate that the level of expectations of internal service in the context of voice mail were much higher than actual service performance. Analysis also revealed that perceptions of internal service quality significantly dif...","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"21 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-09-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127496711","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract The emphasis of quality in distance education in the last decade tended to place on operational efficiency under the concepts of quality control and quality assurance. This tendency has shifted towards a student's perspective in the wake of greater competitive pressure and heightened students' expectations. This paper reports the results of a study to identify service quality determinants based on the students' perceptions. The results of an exploratory factor analysis of 25 items and a regression analysis produce five dimensions in the following priority: (1) learning facilities, (2) quality of course materials, (3) studying atmosphere, (4) capability of tutors, and (5) center arrangement for tutorials. This study highlights the pressing need for a distance education institution to pay attention to physical facilities and course materials which represent the core of the service offering and are relatively easier to evaluate than other service elements.
{"title":"Developing a Scale for Measuring Service Quality Perceptions in Distance Education","authors":"Ka‐shing Woo","doi":"10.1300/J127V04N04_03","DOIUrl":"https://doi.org/10.1300/J127V04N04_03","url":null,"abstract":"Abstract The emphasis of quality in distance education in the last decade tended to place on operational efficiency under the concepts of quality control and quality assurance. This tendency has shifted towards a student's perspective in the wake of greater competitive pressure and heightened students' expectations. This paper reports the results of a study to identify service quality determinants based on the students' perceptions. The results of an exploratory factor analysis of 25 items and a regression analysis produce five dimensions in the following priority: (1) learning facilities, (2) quality of course materials, (3) studying atmosphere, (4) capability of tutors, and (5) center arrangement for tutorials. This study highlights the pressing need for a distance education institution to pay attention to physical facilities and course materials which represent the core of the service offering and are relatively easier to evaluate than other service elements.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-09-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129345913","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract This article empirically supports the conceptual notion that level of involvement influences the decision process. A population sample is partitioned a priori into high and low involvement segments based on their responses in the presearch, search/acquisition and postdecision stages of Houston and Rothschild's response involvement paradigm. Empirical results indicate that high involvement decision makers make choices by considering all attributes in a simultaneous compensatory manner. Conversely, low involvement decision makers make choices by considering the attributes in a sequential (one-at-a-time) manner. Diagnostic information is provided to help the researcher identify the attributes that most influence an individual's choice of primary financial institution.
{"title":"The Influence of Involvement on Consumer Choice Process for Financial Institutions","authors":"J. J. Belonax, R. Javalgi","doi":"10.1300/J127V04N04_05","DOIUrl":"https://doi.org/10.1300/J127V04N04_05","url":null,"abstract":"Abstract This article empirically supports the conceptual notion that level of involvement influences the decision process. A population sample is partitioned a priori into high and low involvement segments based on their responses in the presearch, search/acquisition and postdecision stages of Houston and Rothschild's response involvement paradigm. Empirical results indicate that high involvement decision makers make choices by considering all attributes in a simultaneous compensatory manner. Conversely, low involvement decision makers make choices by considering the attributes in a sequential (one-at-a-time) manner. Diagnostic information is provided to help the researcher identify the attributes that most influence an individual's choice of primary financial institution.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-09-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127965998","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract Regardless of the type of small business, marketing research shows that understanding how consumers/clients select a particular product or service is useful when formulating a promotional program. Traditionally, marketing research results have seldom been applied to the world of child care, but child care providers have a valuable “product” to market. Child care research indicates that the most important three factors lor which parents are seeking relate to warmth, health and safety, and daily programming. In order to meet parents” (the consumers') needs, child care centers/homes should be characterized by, and advertise, these components.
{"title":"Factors Used by Parents in Selecting Child Care Providers","authors":"K. Thornburg, S. Corbin","doi":"10.1300/J127v04n04_04","DOIUrl":"https://doi.org/10.1300/J127v04n04_04","url":null,"abstract":"Abstract Regardless of the type of small business, marketing research shows that understanding how consumers/clients select a particular product or service is useful when formulating a promotional program. Traditionally, marketing research results have seldom been applied to the world of child care, but child care providers have a valuable “product” to market. Child care research indicates that the most important three factors lor which parents are seeking relate to warmth, health and safety, and daily programming. In order to meet parents” (the consumers') needs, child care centers/homes should be characterized by, and advertise, these components.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-09-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121299097","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract Wc review the state of the Japanese marketing discipline in terms Of' its cultural heritage.
摘要:本文从日本市场营销学科的文化遗产的角度来回顾日本市场营销学科的现状。
{"title":"Cultural Rationale for Japanese Marketing Philosophy","authors":"C. Howard, Paul Hcrbig","doi":"10.1300/J127V04N03_02","DOIUrl":"https://doi.org/10.1300/J127V04N03_02","url":null,"abstract":"Abstract Wc review the state of the Japanese marketing discipline in terms Of' its cultural heritage.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128966877","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract The authors explore the effect of market orientation on service quality based on a survey on Taiwanese security brokerage firms. The results indicate that market orientation and service quality have a positive relationship, but fail to support the proposition of a curvilinear, diminishing function. An ad hoc investigation on the effects of individual components revealed that, among the four market orientation components, only customer orientation and profit expectation have a more consistent and significant effect on overall service quality and the five service quality components. Important managerial and future research implications are offered.
{"title":"The Effect of Market Orientation on Service Quality","authors":"T. Chang, Su-Jane Chen","doi":"10.1300/J127V04N03_03","DOIUrl":"https://doi.org/10.1300/J127V04N03_03","url":null,"abstract":"Abstract The authors explore the effect of market orientation on service quality based on a survey on Taiwanese security brokerage firms. The results indicate that market orientation and service quality have a positive relationship, but fail to support the proposition of a curvilinear, diminishing function. An ad hoc investigation on the effects of individual components revealed that, among the four market orientation components, only customer orientation and profit expectation have a more consistent and significant effect on overall service quality and the five service quality components. Important managerial and future research implications are offered.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132915324","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract Implementation of Theory of Constraints (TOC) and Business Process Reengineering (BPR) are two quality philosophies or approaches that are being used by several manufacturing organizations worldwide for improving throughput, on-time shipments, and quality, among others. However, the application of these approaches in the service sector are very minimal. In this paper, we illustrate how service organizations, specifically banks and healthcare institutions, can utilize these approaches for gaining a competitive advantage.
{"title":"Approaches to Improving Process Quality in the Service Sector","authors":"J. Motwani, Tom Bramorski, M. Madan","doi":"10.1300/J127V04N03_06","DOIUrl":"https://doi.org/10.1300/J127V04N03_06","url":null,"abstract":"Abstract Implementation of Theory of Constraints (TOC) and Business Process Reengineering (BPR) are two quality philosophies or approaches that are being used by several manufacturing organizations worldwide for improving throughput, on-time shipments, and quality, among others. However, the application of these approaches in the service sector are very minimal. In this paper, we illustrate how service organizations, specifically banks and healthcare institutions, can utilize these approaches for gaining a competitive advantage.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"65 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133174150","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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