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International Journal of Quality and Service Sciences最新文献

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Elevating service startup survival through strategic service quality 通过战略性服务质量提升初创服务企业的生存能力
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-08-21 DOI: 10.1108/ijqss-07-2022-0067
Haili Zhang, Michael Song

Purpose

The purpose of this paper is to unravel the specific service quality dimensions that significantly influence startup survival, providing actionable insights for service managers and entrepreneurs.

Design/methodology/approach

Empirical data were collected from 372 service startups over a period of seven years. The Cox proportional hazard model was used to analyze the data.

Findings

The results indicate that the tangible dimension of service quality emerges as the most critical determinant of startup survival. Additionally, the reliability and responsiveness of the service also significantly affect startup survival. Furthermore, the assurance and empathy dimensions have a positive, albeit modest, influence on the survival prospects of service startups.

Research limitations/implications

This study contributes to the service literature by investigating the relative importance of each dimension of service quality in relation to the survival of service startups.

Practical implications

The empirical findings empower service startups to make informed decisions, allocate resources judiciously and prioritize aspects of service quality that have a significant impact on their survival and success.

Social implications

The social implications indicate the significance of service quality dimensions not only for the success of service startups but also for the overall well-being of customers, local economies and the competitive landscape of the service sector.

Originality/value

This study contributes to service science by uniquely highlighting the critical role of tangibles in startup survival, challenging conventional beliefs about the primacy of service reliability.

本文旨在揭示对初创企业生存有重大影响的具体服务质量维度,为服务管理人员和创业者提供可操作的见解。结果结果表明,服务质量的有形维度是决定初创企业存活的最关键因素。此外,服务的可靠性和响应速度也会对初创企业的存活率产生重大影响。此外,保证和移情维度对初创服务企业的生存前景也有积极影响,尽管影响不大。研究局限/启示本研究通过调查服务质量的各个维度对初创服务企业生存的相对重要性,为服务文献做出了贡献。社会意义社会意义表明,服务质量的各个维度不仅对初创服务企业的成功具有重要意义,而且对客户的整体福祉、地方经济和服务行业的竞争格局也具有重要意义。原创性/价值这项研究通过独特地强调有形资产在初创企业生存中的关键作用,挑战了服务可靠性至上的传统观念,从而为服务科学做出了贡献。
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引用次数: 0
Quality leadership, technology integration and patient care quality across countries: moderating roles of national culture and infrastructure development 各国的质量领导力、技术整合和患者护理质量:民族文化和基础设施发展的调节作用
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-08-13 DOI: 10.1108/ijqss-09-2023-0137
Subhajit Chakraborty, Jorge A. Gonzalez, Miguel Sahagun, Cara-Lynn Scheuer

Purpose

To better understand the nature and effective delivery of quality health-care globally, this paper aims to study the role of quality leadership on patient care quality (PCQ) delivered in hospitals, including the intervening role of technology integration and two country-level factors – national culture and infrastructure development – in North America (Canada, Mexico and the USA).

Design/methodology/approach

PCQ comprises four facets: interpersonal, technical, environmental and administrative quality. Using survey data and interdisciplinary theoretical support (e.g. quality management and the Global Leadership and Organizational Behavior Effectiveness Project [GLOBE] model of national culture), this paper tested for moderated mediation between hospital quality leadership and the four-facet PCQ model with technology integration as the mediator and national culture and infrastructure development as moderators.

Findings

Results show that technology integration partially mediates the relationship between hospital quality leadership and PCQ and that national culture and infrastructure development shape the role of hospital quality leadership on PCQ. Hence, these national factors must be considered holistically to understand the impact of hospital quality leadership on patient care.

Practical implications

To improve PCQ, hospital leaders should broaden their understanding of quality health-care to include technology integration and an awareness of cultural and institutional differences across nations.

Originality/value

This paper used primary data from hospital quality leaders and the four-facet PCQ conceptualization across three large North American nations, offering a more global understanding of service quality in health-care.

目的为了更好地了解全球优质医疗服务的性质和有效提供,本文旨在研究质量领导力对医院提供的病人护理质量(PCQ)的作用,包括技术整合和两个国家层面因素--国家文化和基础设施发展--在北美(加拿大、墨西哥和美国)的干预作用。设计/方法/途径PCQ包括四个方面:人际质量、技术质量、环境质量和管理质量。本文利用调查数据和跨学科理论支持(如质量管理和全球领导力与组织行为效能项目[GLOBE]的国家文化模型),检验了医院质量领导力与四方面 PCQ 模型之间的调节中介关系,并以技术整合为中介,以国家文化和基础设施发展为调节。因此,要了解医院质量领导力对患者护理的影响,就必须全面考虑这些国家因素。为了提高 PCQ,医院领导者应拓宽对优质医疗服务的理解,将技术整合以及对各国文化和制度差异的认识纳入其中。
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引用次数: 0
After-sales service and brand reputation: a case of kitchen appliance industry 售后服务与品牌声誉:以厨房电器行业为例
IF 3.4 Q2 MANAGEMENT Pub Date : 2024-08-12 DOI: 10.1108/ijqss-08-2023-0115
Mohd Nasir, Yaisna Rajkumari, Mohd Adil
PurposeTo build long-term relationships and gain a competitive edge, marketers need to provide customers with unique and distinct experiences that they cannot find in other companies. According to the literature, after-sales service helps to achieve these goals. By modeling the linkages between after-sales service, service quality, customer attitude and purchase intention, this study aims to understand how customers perceive after-sales service in decision-making in kitchen appliance industry.Design/methodology/approachThrough purposive sampling, 324 respondents, primarily female, answered a structured questionnaire about their perception of after-sales service for kitchen appliance products. Previously well-established, validated scale measures from the extant literature were used. The responses were gathered using a seven-point Likert scale.FindingsAccording to the findings, after-sales service quality is vital in kitchen appliance buying decisions. Accordingly, the higher the quality of service perceived by the customer, the more favorable the brand's attitude and purchase intention will be. Additionally, brand reputation was found to be an essential moderator between customer attitude and purchase intention, suggesting that the reputation of the kitchen appliance brand plays a positive and significant role in consumers’ purchase intentions.Originality/valueIt is well known that after-sales service plays a crucial role in current business scenarios, but empirical research on kitchen appliances has been scarce. This study aims to fill a void in the existing literature by investigating the relationships between after-sales service, after-sales service quality, customer attitude and purchase intention in the domain of kitchen appliances.
目的 为了建立长期关系并获得竞争优势,营销人员需要为客户提供他们在其他公司找不到的独特体验。根据文献,售后服务有助于实现这些目标。通过模拟售后服务、服务质量、顾客态度和购买意向之间的联系,本研究旨在了解顾客在厨房电器行业决策中是如何感知售后服务的。设计/方法/途径通过目的性抽样,324 名受访者(主要为女性)回答了关于其对厨房电器产品售后服务感知的结构化问卷。问卷采用的是之前从现有文献中获得的经过验证的量表。调查结果根据调查结果,售后服务质量对厨房电器购买决策至关重要。因此,顾客感知到的服务质量越高,对品牌的态度和购买意向就越有利。此外,研究还发现品牌声誉是顾客态度和购买意向之间的重要调节因素,这表明厨房电器品牌的声誉对消费者的购买意向起着积极而重要的作用。 原创性/价值 众所周知,售后服务在当前的商业环境中起着至关重要的作用,但有关厨房电器的实证研究却很少。本研究旨在通过调查厨房电器领域的售后服务、售后服务质量、顾客态度和购买意向之间的关系,填补现有文献的空白。
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引用次数: 0
After-sales service and brand reputation: a case of kitchen appliance industry 售后服务与品牌声誉:以厨房电器行业为例
IF 3.4 Q2 MANAGEMENT Pub Date : 2024-08-12 DOI: 10.1108/ijqss-08-2023-0115
Mohd Nasir, Yaisna Rajkumari, Mohd Adil
PurposeTo build long-term relationships and gain a competitive edge, marketers need to provide customers with unique and distinct experiences that they cannot find in other companies. According to the literature, after-sales service helps to achieve these goals. By modeling the linkages between after-sales service, service quality, customer attitude and purchase intention, this study aims to understand how customers perceive after-sales service in decision-making in kitchen appliance industry.Design/methodology/approachThrough purposive sampling, 324 respondents, primarily female, answered a structured questionnaire about their perception of after-sales service for kitchen appliance products. Previously well-established, validated scale measures from the extant literature were used. The responses were gathered using a seven-point Likert scale.FindingsAccording to the findings, after-sales service quality is vital in kitchen appliance buying decisions. Accordingly, the higher the quality of service perceived by the customer, the more favorable the brand's attitude and purchase intention will be. Additionally, brand reputation was found to be an essential moderator between customer attitude and purchase intention, suggesting that the reputation of the kitchen appliance brand plays a positive and significant role in consumers’ purchase intentions.Originality/valueIt is well known that after-sales service plays a crucial role in current business scenarios, but empirical research on kitchen appliances has been scarce. This study aims to fill a void in the existing literature by investigating the relationships between after-sales service, after-sales service quality, customer attitude and purchase intention in the domain of kitchen appliances.
目的 为了建立长期关系并获得竞争优势,营销人员需要为客户提供他们在其他公司找不到的独特体验。根据文献,售后服务有助于实现这些目标。通过模拟售后服务、服务质量、顾客态度和购买意向之间的联系,本研究旨在了解顾客在厨房电器行业决策中是如何感知售后服务的。设计/方法/途径通过目的性抽样,324 名受访者(主要为女性)回答了关于其对厨房电器产品售后服务感知的结构化问卷。问卷采用的是之前从现有文献中获得的经过验证的量表。调查结果根据调查结果,售后服务质量对厨房电器购买决策至关重要。因此,顾客感知到的服务质量越高,对品牌的态度和购买意向就越有利。此外,研究还发现品牌声誉是顾客态度和购买意向之间的重要调节因素,这表明厨房电器品牌的声誉对消费者的购买意向起着积极而重要的作用。 原创性/价值 众所周知,售后服务在当前的商业环境中起着至关重要的作用,但有关厨房电器的实证研究却很少。本研究旨在通过调查厨房电器领域的售后服务、售后服务质量、顾客态度和购买意向之间的关系,填补现有文献的空白。
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引用次数: 0
Pragmatism as a paradigm for quality management research in bridging academic-practitioner gaps 实用主义是弥合学术界与实践者差距的质量管理研究范式
IF 3.4 Q2 MANAGEMENT Pub Date : 2024-07-05 DOI: 10.1108/ijqss-07-2024-192
Choon Ling Sim, Teik Aun Wong, K. Y. Sin, Vinesh Maran Sivakumaran
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引用次数: 0
Brand addiction: Wow! or woe? 品牌成瘾:哇!还是悲哀?
IF 3.4 Q2 MANAGEMENT Pub Date : 2024-07-05 DOI: 10.1108/ijqss-07-2024-191
Muhammad Junaid, Umair Akram, Khalid Hussain
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引用次数: 0
Behavioural intention to adopt mobile wallets at the bottom of the pyramid: a developing economy perspective 金字塔底层采用手机钱包的行为意向:发展中经济体的视角
IF 2.6 Q2 MANAGEMENT Pub Date : 2024-06-26 DOI: 10.1108/ijqss-05-2023-0063
Sumit Sodhay, Lalit Mohan Kathuria, Tanveen Kaur, Gurpreet Kaur

Purpose

The study aims to investigate the factors influencing the behavioural intention of bottom-of-the-pyramid (BOP) consumers in developing economies, such as India, to adopt mobile wallets, drawing upon the framework of the uses and gratification theory. Furthermore, the study also examines the moderating effect of gender.

Design/methodology/approach

To achieve the objective, primary data were collected from a sample of 220 respondents using the survey method. The reliability and validity of the survey instrument were demonstrated through confirmatory factor analysis. Subsequently, structural equation modelling (SEM) was used for hypotheses testing.

Findings

The study revealed that only convenience and social influence have a positive significant influence on the behavioural intention to adopt mobile wallets whereas, innovativeness, trust and compatibility have no significant relationship with behavioural intention to adopt mobile wallets among the BOP consumers. Further, gender moderates the relationship between compatibility and behavioural intention to adopt mobile wallets in India.

Originality/value

This study contributes to the underexplored area of research concerning the behavioural intention to adopt mobile wallets among BOP consumers in a developing economy. It introduces a novel approach by using the uses and gratifications theory to uncover the underlying motivations behind adoption behaviour.

目的本研究旨在借鉴使用和满足理论框架,调查影响印度等发展中经济体金字塔底层(BOP)消费者使用手机钱包行为意向的因素。此外,本研究还探讨了性别的调节作用。为实现研究目标,本研究采用调查方法从 220 名受访者中收集了原始数据。调查工具的可靠性和有效性通过确认性因素分析得到了证明。研究结果表明,只有便利性和社会影响对 BOP 消费者采用手机钱包的行为意向有积极的显著影响,而创新性、信任度和兼容性与 BOP 消费者采用手机钱包的行为意向没有显著关系。此外,在印度,性别对兼容性与采用移动钱包的行为意向之间的关系起调节作用。 原创性/价值 本研究为发展中经济体的 BOP 消费者采用移动钱包的行为意向这一尚未充分开发的研究领域做出了贡献。它采用了一种新颖的方法,利用使用和满足理论来揭示采用行为背后的潜在动机。
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引用次数: 0
Modelling enablers of business continuity for casual dining restaurants in post-COVID-19 era: an ISM and MICMAC perspective 后 COVID-19 时代休闲餐厅业务连续性的推动因素建模:ISM 和 MICMAC 的视角
IF 2.6 Pub Date : 2024-05-27 DOI: 10.1108/ijqss-08-2023-0119
Santanu Mandal, R. Dubey, Bhaskar Basu, Raghu Raman
PurposeWhile the COVID-19 pandemic has given many firms the importance of business continuity, restaurants have yet to realize the essential enablers. In this regard, the study explored the potential enablers that can help firms attain business continuity in the post-COVID-19 era for casual dining restaurants.Design/methodology/approachThis study used an extensive literature review and further supported 28 restaurant managers with an average experience of 8.5 years to identify the potential enablers for ensuring business continuity for casual dining restaurants. Subsequently, this study used the interpretive structural modelling coupled with Matrice d'Impacts Croisés Multiplication Appliquée à un Classement (MICMAC) analysis to understand the context-specific inter-relationships as a hierarchical structural model.FindingsFindings suggest that financial capability forms the key driver for other enablers in the hierarchy of business continuity for casual dining restaurants. Furthermore, manpower (local and outstation) are the second-level drivers of restaurant process control, digital presence, online reviews and feedback management, scalability, food quality, food delivery management, employee safety and hygiene. The third-level factors further help restaurants to achieve the dynamic capability required to provide customer value and ensure business continuity.Originality/valueThe study is the foremost to explore a business continuity framework in the new normal for casual dining restaurants in the country. Furthermore, several contextual inter-relationships exhibiting the hierarchy are also established for the business continuity of restaurants in the new normal.
目的虽然 COVID-19 大流行让许多企业认识到了业务连续性的重要性,但餐饮企业尚未意识到必不可少的促进因素。为此,本研究探讨了可帮助企业在后 COVID-19 时代实现业务连续性的潜在促进因素。本研究通过广泛的文献综述和 28 位平均从业经验为 8.5 年的餐厅经理的进一步支持,确定了确保休闲餐厅业务连续性的潜在促进因素。研究结果研究结果表明,在休闲餐厅业务连续性的层次结构中,财务能力是其他促进因素的关键驱动因素。此外,人力(本地和外地)是餐厅流程控制、数字化存在、在线评论和反馈管理、可扩展性、食品质量、食品配送管理、员工安全和卫生的第二级驱动因素。第三级因素进一步帮助餐厅实现提供客户价值和确保业务连续性所需的动态能力。此外,该研究还为新常态下餐厅的业务连续性建立了若干呈现层次结构的背景相互关系。
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引用次数: 0
Drivers of service ecosystem: moderating role of organizational culture in North Indian hotels 服务生态系统的驱动因素:北印度酒店组织文化的调节作用
IF 2.6 Pub Date : 2024-04-30 DOI: 10.1108/ijqss-07-2023-0099
Hardeep Chahal, Seema Devi

Purpose

This study aims to explore the drivers (i.e. service innovation, service exchange, customer wellbeing and employee wellbeing) and organizational culture in the service ecosystem in the hospitality sector.

Design/methodology/approach

This study adopted a quantitative approach by collecting data from employees and customers of the top 10 hotels (identified from three major websites, i.e. Goibibo, Trivago and MakeMyTrip) functional in Jammu city, North India. Exploratory factor analysis, confirmatory factor analysis and partial least square analysis are used to analyse the data.

Findings

The study findings reveal that among the four drivers (i.e., service innovation, service exchange, employee wellbeing and customer wellbeing) customer wellbeing shows a strong impact and significant impact on the service ecosystem. Following this, the study also exhibits that organizational culture significantly moderates the relationship between service innovation and the service ecosystem. However, it does not show any moderating influence among the other drivers of the service ecosystem.

Research limitations/implications

This study is conducted only in the top 10 hotels (three and four stars) of Jammu city, North India, which might not represent all Indian hotels.

Originality/value

The study contributes by establishing the role of four service ecosystem drivers, namely service innovation, service exchange, employee wellbeing and customer wellbeing. Following this, the study empirically tested and validated the service ecosystem framework in the context of north Indian hotels. The study also establishes the significant role of organizational culture, particularly group culture and hierarchy culture, in strengthening the service ecosystem.

目的本研究旨在探讨酒店业服务生态系统中的驱动因素(即服务创新、服务交换、客户满意度和员工满意度)和组织文化。设计/方法/途径本研究采用定量方法,从印度北部查谟市的前 10 家酒店(从 Goibibo、Trivago 和 MakeMyTrip 三大网站中确定)的员工和客户处收集数据。研究结果研究结果表明,在四个驱动因素(即服务创新、服务交流、员工福利和客户福利)中,客户福利对服务生态系统具有重大影响。此外,研究还表明,组织文化对服务创新与服务生态系统之间的关系有明显的调节作用。研究局限性/意义本研究仅在北印度查谟市排名前 10 的酒店(三星级和四星级)中进行,可能无法代表印度所有酒店。随后,研究以北印度酒店为背景,对服务生态系统框架进行了实证测试和验证。研究还确定了组织文化,尤其是集团文化和等级文化在加强服务生态系统方面的重要作用。
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引用次数: 0
A study on driving factors for enhancing financial performance and customer-centricity through digital banking 通过数字银行提高财务业绩和以客户为中心的驱动因素研究
IF 2.6 Pub Date : 2024-04-29 DOI: 10.1108/ijqss-09-2023-0141
Puneett Bhatnagr, Anupama Rajesh, Richa Misra

Purpose

This study aims to develop a customer-centric model based on an online customer experience (OCE) construct relating to e-loyalty, e-trust and e-satisfaction, resulting in improved Net Promoter Score for Indian digital banks.

Design/methodology/approach

This study used an online survey method to gather data from a sample of 485 digital banking users, from which usable questionnaires were obtained. The obtained data were subjected to thorough analysis using partial least squares structural equation modelling to further investigate the research hypotheses.

Findings

The main factors determining digital banks’ OCE were perceived customer centrality, perceived value and perceived usability. Additionally, relevant constructs were evaluated using importance-performance map analysis.

Research limitations/implications

This study used convenience sampling for the urban population using digital banking services; therefore, the outcome may be generalized to a limited extent. To further strengthen digital banking, it would be valuable to imitate studies in other countries.

Originality/value

There is a lack of research on digital banking and OCE in India; thus, this study will help rectify this issue while providing valuable insights. This study differs from others in that it examines the connections between online customer satisfaction, loyalty, trust and the bottom line of financial institutions using these factors as dependent variables instead of traditional measures.

目的本研究旨在根据与电子忠诚度、电子信任度和电子满意度相关的在线客户体验(OCE)结构,建立一个以客户为中心的模型,从而提高印度数字银行的净促进者得分。研究结果决定数字银行 OCE 的主要因素是感知到的客户中心地位、感知到的价值和感知到的可用性。此外,还使用重要性-绩效图分析法对相关构念进行了评估。研究局限性/启示本研究对使用数字银行服务的城市人口进行了便利抽样,因此,研究结果的普遍性可能有限。为了进一步加强数字银行业务,模仿其他国家的研究将很有价值。原创性/价值印度缺乏对数字银行和 OCE 的研究;因此,本研究将有助于纠正这一问题,同时提供有价值的见解。本研究与其他研究的不同之处在于,它将在线客户满意度、忠诚度、信任度和金融机构的底线作为因变量,而不是传统的衡量标准。
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引用次数: 0
期刊
International Journal of Quality and Service Sciences
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