Tom Bramorski, Jerry Gosepuncl, M. Madan, J. Motwani
Abstract Technology has been used extensively in managing business functions in various industrial and service sectors. The use of technology in automobile parts stores for effective managing of operations has been mainly in the area of order entry and report generation. In this study we investigate, through a questionnaire survey, the extent of use of technology by auto parts stores in Wisconsin. Wc also investigate the use of formal inventory management techniques by these businesses for enhancing customer service.
{"title":"The Extent of Use of Technology for Effective Management of Operations in the Service Sector: A Survey of Auto Part Stores","authors":"Tom Bramorski, Jerry Gosepuncl, M. Madan, J. Motwani","doi":"10.1300/J127V04N03_07","DOIUrl":"https://doi.org/10.1300/J127V04N03_07","url":null,"abstract":"Abstract Technology has been used extensively in managing business functions in various industrial and service sectors. The use of technology in automobile parts stores for effective managing of operations has been mainly in the area of order entry and report generation. In this study we investigate, through a questionnaire survey, the extent of use of technology by auto parts stores in Wisconsin. Wc also investigate the use of formal inventory management techniques by these businesses for enhancing customer service.","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":"130849840","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 purpose of this paper is to assess the relevance of the return on quality (ROQ) approach to professional service firms. Using a sample of management consulting firms, managerial attitudes toward the assumptions underlying the ROQ approach were measured and compared with their firm's project mix, comprising Pacesetters, Significant Projects, Bread and Butter Projects and Analytical Work on Project Data. Results indicate that, although Pacesetters account for only a small proportion of the projects undertaken, firms with the highest proportion of the Pacesetters' type of challenging project experience tend to be most likely to consider service quality efforts an investment in their business and to believe that such efforts should be financially accountable. Further, successful firms, measured in terms of sales billings, appear to be more positively inclined toward both considering service quality an investment in their business and making quality financially accountable. Also, results indicate ...
{"title":"Return on Quality (ROQ) in Professional Services","authors":"M. Angur, R. Nataraajan, Hugh J. Guffey","doi":"10.1300/J127V04N03_01","DOIUrl":"https://doi.org/10.1300/J127V04N03_01","url":null,"abstract":"Abstract The purpose of this paper is to assess the relevance of the return on quality (ROQ) approach to professional service firms. Using a sample of management consulting firms, managerial attitudes toward the assumptions underlying the ROQ approach were measured and compared with their firm's project mix, comprising Pacesetters, Significant Projects, Bread and Butter Projects and Analytical Work on Project Data. Results indicate that, although Pacesetters account for only a small proportion of the projects undertaken, firms with the highest proportion of the Pacesetters' type of challenging project experience tend to be most likely to consider service quality efforts an investment in their business and to believe that such efforts should be financially accountable. Further, successful firms, measured in terms of sales billings, appear to be more positively inclined toward both considering service quality an investment in their business and making quality financially accountable. Also, results indicate ...","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"14 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":"121732523","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 paper provides insight into the dynamic sales processes that occur in the restaurant industry. Its primary purpose is to provide hospitality marketers and managers a framework tor improving overall sales in food and beverage organizations. After outlining this framework for increased restaurant sales, a detailed overview of buyer-seller interaction, relationship marketing, and restaurant management literature is provided to give the reader an understanding of previous Studies.
{"title":"Buyer-Seller Interaction, Capacity Management, and Relationship Marketing","authors":"S. Valentine, Gene Brown","doi":"10.1300/J127V04N03_05","DOIUrl":"https://doi.org/10.1300/J127V04N03_05","url":null,"abstract":"Abstract This paper provides insight into the dynamic sales processes that occur in the restaurant industry. Its primary purpose is to provide hospitality marketers and managers a framework tor improving overall sales in food and beverage organizations. After outlining this framework for increased restaurant sales, a detailed overview of buyer-seller interaction, relationship marketing, and restaurant management literature is provided to give the reader an understanding of previous Studies.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"35 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":"123427564","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 Churches in Britain are increasingly seen to be engaging in what have been termed marketing activities. Although a small number of studies exist about clergy attitudes towards the use of marketing techniques in a church setting in the US, little research exists in the UK context. This paper examines British clergy attitudes towards the use of marketing attitudes from a qualitative perspective focusing on possible conflicts between the use of such techniques and the evangelistic mission of the church, the use of long range planning, and the Church's recent attempt to develop a logo. UK clergy opinions indicate a reluctant acceptance of the use of marketing within the Church of England.
{"title":"Church of England Clergy Attitudes Towards Marketing Activities: A Qualitative Perspective","authors":"Ann L. Sherman, James F. Devlin","doi":"10.1300/J093V04N01_06","DOIUrl":"https://doi.org/10.1300/J093V04N01_06","url":null,"abstract":"ABSTRACT Churches in Britain are increasingly seen to be engaging in what have been termed marketing activities. Although a small number of studies exist about clergy attitudes towards the use of marketing techniques in a church setting in the US, little research exists in the UK context. This paper examines British clergy attitudes towards the use of marketing attitudes from a qualitative perspective focusing on possible conflicts between the use of such techniques and the evangelistic mission of the church, the use of long range planning, and the Church's recent attempt to develop a logo. UK clergy opinions indicate a reluctant acceptance of the use of marketing within the Church of England.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"10 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123995240","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 Building upon earlier work in JMMM, this article describes how a marketing-oriented church can develop marketing strategies for one of its key constituencies-church volunteers. Volunteers ...
{"title":"Strategic Marketing of Church Volunteers","authors":"Walter Wymer","doi":"10.1300/J093V04N01_01","DOIUrl":"https://doi.org/10.1300/J093V04N01_01","url":null,"abstract":"ABSTRACT Building upon earlier work in JMMM, this article describes how a marketing-oriented church can develop marketing strategies for one of its key constituencies-church volunteers. Volunteers ...","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"149 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127264245","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 Parishioners' contributions are analyzed for a U.S. Roman Catholic church covering a 22-year period. Inflation-adjusted statistics are offered along with trend analysis including breakdowns on a yearly, monthly and weekly basis. Unlike surveys which may rely on memory and be vulnerable to sociat pressure, the data used in this study is directly observable and based on dollar tabulations-actual giving. The analysis may offer a point of comparison for future studies to uncover current Catholic giving trends. This information may be useful for administrators in forecasting revenues for more effective budget preparation.
{"title":"A Longitudinal Study of Parochial Contributions: A Pilot Study","authors":"M. Cotter, J. Henley, J. Herrington","doi":"10.1300/J093V04N01_07","DOIUrl":"https://doi.org/10.1300/J093V04N01_07","url":null,"abstract":"ABSTRACT Parishioners' contributions are analyzed for a U.S. Roman Catholic church covering a 22-year period. Inflation-adjusted statistics are offered along with trend analysis including breakdowns on a yearly, monthly and weekly basis. Unlike surveys which may rely on memory and be vulnerable to sociat pressure, the data used in this study is directly observable and based on dollar tabulations-actual giving. The analysis may offer a point of comparison for future studies to uncover current Catholic giving trends. This information may be useful for administrators in forecasting revenues for more effective budget preparation.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125705569","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 In the quest for greater efficiency and effective operation the church may find help in the secular world's approach to quality management. The language of quality is well established in many secular institutions. Many church members have seen the positive effects of quality thinking in their work environments. The effectiveness of these concepts in the secular environment is a strong argument for considering their application into the church environment. The major concepts supporting quality management are discussed with relationship to scriptural tenets. Lastly, the potential effectiveness of these concepts is explored in a hypothetical church scenario.
{"title":"Addicted to Quality","authors":"R. Orwig, L. Orwig","doi":"10.1300/J093V04N01_02","DOIUrl":"https://doi.org/10.1300/J093V04N01_02","url":null,"abstract":"ABSTRACT In the quest for greater efficiency and effective operation the church may find help in the secular world's approach to quality management. The language of quality is well established in many secular institutions. Many church members have seen the positive effects of quality thinking in their work environments. The effectiveness of these concepts in the secular environment is a strong argument for considering their application into the church environment. The major concepts supporting quality management are discussed with relationship to scriptural tenets. Lastly, the potential effectiveness of these concepts is explored in a hypothetical church scenario.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133038319","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}
{"title":"Utilizing Conjoint Analysis in Church Preference Studies: An Exploratory Study","authors":"J. Considine, G. Lepak","doi":"10.1300/J093V04N01_05","DOIUrl":"https://doi.org/10.1300/J093V04N01_05","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"44 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127138204","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}
{"title":"Customer Service Employees: Predictors of Job Tension and Job Satisfaction","authors":"K. E. Clow, Jerry D. Rogers, D. Baack","doi":"10.1300/J127V04N02_03","DOIUrl":"https://doi.org/10.1300/J127V04N02_03","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-03-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131476212","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}
{"title":"The Japanese Consumer","authors":"P. Herbig, C. Howard","doi":"10.1300/J127V04N02_02","DOIUrl":"https://doi.org/10.1300/J127V04N02_02","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"7 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-03-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131935330","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}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：