Pub Date : 2012-11-16DOI: 10.1108/09604521211287552
G. Kostopoulos, S. Gounaris, Achilleas Boukis
Purpose – The aim of the present study is to theoretically elaborate the Service Blueprinting (SB) effectiveness concept and integrate it within a conceptual framework, with specific antecedents and the moderating role of two major service characteristics: complexity and divergence.Design/methodology/approach – In order to validate the theoretical framework, a field study in 102 hotels was conducted, with the use of a structured questionnaire.Findings – The results validate the research instrument used to capture SB effectiveness and indicate market orientation, service climate and service design formality as its three major antecedents. Moreover the degree of complexity and divergence of the service process were found to positively moderate the aforementioned relationships.Research limitations/implications – The study's limitations rely on the business and national context as long as the lack of distinction between newly developed services and service modifications. Also, further research should also int...
{"title":"Service blueprinting effectiveness: drivers of success","authors":"G. Kostopoulos, S. Gounaris, Achilleas Boukis","doi":"10.1108/09604521211287552","DOIUrl":"https://doi.org/10.1108/09604521211287552","url":null,"abstract":"Purpose – The aim of the present study is to theoretically elaborate the Service Blueprinting (SB) effectiveness concept and integrate it within a conceptual framework, with specific antecedents and the moderating role of two major service characteristics: complexity and divergence.Design/methodology/approach – In order to validate the theoretical framework, a field study in 102 hotels was conducted, with the use of a structured questionnaire.Findings – The results validate the research instrument used to capture SB effectiveness and indicate market orientation, service climate and service design formality as its three major antecedents. Moreover the degree of complexity and divergence of the service process were found to positively moderate the aforementioned relationships.Research limitations/implications – The study's limitations rely on the business and national context as long as the lack of distinction between newly developed services and service modifications. Also, further research should also int...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"2000 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116619838","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}
Pub Date : 2012-11-16DOI: 10.1108/09604521211230969
T. Laine, J. Paranko, P. Suomala
Purpose – The purpose of this paper is to analyse the potentially supportive roles of management accounting (MA) in the servitisation of manufacturers.Design/methodology/approach – The paper is a conceptual analysis supported by empirical examples.Findings – The potentially supporting roles of MA are here connected to the process of justifying, defining, and controlling servitisation. The potential units of analysis for MA in such a process are explored by going through the different viewpoints regarding service. The actual roles of MA within the process are examined both conceptually and in light of empirical experience. The paper acknowledges MA as a social phenomenon, taking multiple roles in supporting decision making. Essentially, MA can be used as a source of restricting and enabling, and the roles of MA may range from that of “answer machine” to the subjective and interactive use of MA information.Research limitations/implications – The paper represents a starting point for studying the variety of ...
{"title":"Management accounting roles in supporting servitisation: Implications for decision making at multiple levels","authors":"T. Laine, J. Paranko, P. Suomala","doi":"10.1108/09604521211230969","DOIUrl":"https://doi.org/10.1108/09604521211230969","url":null,"abstract":"Purpose – The purpose of this paper is to analyse the potentially supportive roles of management accounting (MA) in the servitisation of manufacturers.Design/methodology/approach – The paper is a conceptual analysis supported by empirical examples.Findings – The potentially supporting roles of MA are here connected to the process of justifying, defining, and controlling servitisation. The potential units of analysis for MA in such a process are explored by going through the different viewpoints regarding service. The actual roles of MA within the process are examined both conceptually and in light of empirical experience. The paper acknowledges MA as a social phenomenon, taking multiple roles in supporting decision making. Essentially, MA can be used as a source of restricting and enabling, and the roles of MA may range from that of “answer machine” to the subjective and interactive use of MA information.Research limitations/implications – The paper represents a starting point for studying the variety of ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"2002 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125752293","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}
Pub Date : 2012-11-16DOI: 10.1108/09604521211198092
P. Gottfridsson
Purpose – The purpose of this study is to describe how parted or divided service development is carried out, where interactions and cooperation need to take place with other actors in order to crea ...
{"title":"Joint service development – the creations of the prerequisite for the service development","authors":"P. Gottfridsson","doi":"10.1108/09604521211198092","DOIUrl":"https://doi.org/10.1108/09604521211198092","url":null,"abstract":"Purpose – The purpose of this study is to describe how parted or divided service development is carried out, where interactions and cooperation need to take place with other actors in order to crea ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123927771","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}
Pub Date : 2012-11-16DOI: 10.1108/09604521211287561
Özge Özgen, S. Kurt
Purpose – The purpose of this study is to analyze the mediating role of pre‐recovery emotions on the relationship between severity of service failure and post‐recovery positive and negative emotions and to examine the mediating role of justice perceptions on the interaction between pre‐recovery and post‐recovery emotions.Design/methodology/approach – Quantitative data were collected in the form of questionnaire which was applied to 238 respondents. The respondents include the consumers who experienced a service failure followed by a service recovery. In this study, post‐recovery positive and negative emotions were dependent variables whereas severity of service failure, pre‐recovery emotions and three dimensions of justice perceptions were the other main variables. In line with this purpose, eight hypotheses aiming to clarify the relations among these variables were tested using correlation and hierarchical regression analysis.Findings – The results suggest that post‐recovery negative emotions were affect...
{"title":"Pre‐recovery and post‐recovery emotions in the service context: a preliminary study","authors":"Özge Özgen, S. Kurt","doi":"10.1108/09604521211287561","DOIUrl":"https://doi.org/10.1108/09604521211287561","url":null,"abstract":"Purpose – The purpose of this study is to analyze the mediating role of pre‐recovery emotions on the relationship between severity of service failure and post‐recovery positive and negative emotions and to examine the mediating role of justice perceptions on the interaction between pre‐recovery and post‐recovery emotions.Design/methodology/approach – Quantitative data were collected in the form of questionnaire which was applied to 238 respondents. The respondents include the consumers who experienced a service failure followed by a service recovery. In this study, post‐recovery positive and negative emotions were dependent variables whereas severity of service failure, pre‐recovery emotions and three dimensions of justice perceptions were the other main variables. In line with this purpose, eight hypotheses aiming to clarify the relations among these variables were tested using correlation and hierarchical regression analysis.Findings – The results suggest that post‐recovery negative emotions were affect...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"48 7","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114039064","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}
Pub Date : 2012-11-16DOI: 10.1108/09604521211253478
Christer Strandberg, O. Wahlberg, Peter Öhman
Purpose - The purpose of this paper is to explore the possible usefulness of a combined multi-attribute and Kano model in analysing how service quality is perceived by mass affluent bank customers. ...
{"title":"Challenges in serving the mass affluent segment: bank customer perceptions of service quality","authors":"Christer Strandberg, O. Wahlberg, Peter Öhman","doi":"10.1108/09604521211253478","DOIUrl":"https://doi.org/10.1108/09604521211253478","url":null,"abstract":"Purpose - The purpose of this paper is to explore the possible usefulness of a combined multi-attribute and Kano model in analysing how service quality is perceived by mass affluent bank customers. ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125899782","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}
Pub Date : 2012-11-16DOI: 10.1108/09604521211198137
C. Khoo-Lattimore
{"title":"Qualitative Research Methods in Public Relations and Marketing Communications","authors":"C. Khoo-Lattimore","doi":"10.1108/09604521211198137","DOIUrl":"https://doi.org/10.1108/09604521211198137","url":null,"abstract":"","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"138 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123418690","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}
Pub Date : 2012-11-16DOI: 10.1108/09604521211230978
D. Jin, K. Chai, K. Tan
Purpose – A number of new service development (NSD) tools have been proposed to facilitate NSD processes. Despite the proved values, NSD tools are not used frequently. The purpose of this paper is to investigate the usage pattern of NSD tools and to identify the factors that influence their adoption.Design/methodology/approach – By integrating the theory of planned behaviour (TPB) and the literature on organizational adoption of innovation, a framework was developed. Empirical data from financial institutions in Singapore and Taiwan were collected. Partial least squares was used to test the model comprising both reflective and formative constructs.Findings – The framework shows satisfactory predictive power. Attitude, subjective norm, and perceived behaviour control are significantly related to behaviour intention. Perceived usefulness and perceived ease of use are antecedents of attitude. Competitive pressure influences subjective norm. Perceived behaviour control is determined by compatibility and resou...
{"title":"Organizational adoption of new service development tools","authors":"D. Jin, K. Chai, K. Tan","doi":"10.1108/09604521211230978","DOIUrl":"https://doi.org/10.1108/09604521211230978","url":null,"abstract":"Purpose – A number of new service development (NSD) tools have been proposed to facilitate NSD processes. Despite the proved values, NSD tools are not used frequently. The purpose of this paper is to investigate the usage pattern of NSD tools and to identify the factors that influence their adoption.Design/methodology/approach – By integrating the theory of planned behaviour (TPB) and the literature on organizational adoption of innovation, a framework was developed. Empirical data from financial institutions in Singapore and Taiwan were collected. Partial least squares was used to test the model comprising both reflective and formative constructs.Findings – The framework shows satisfactory predictive power. Attitude, subjective norm, and perceived behaviour control are significantly related to behaviour intention. Perceived usefulness and perceived ease of use are antecedents of attitude. Competitive pressure influences subjective norm. Perceived behaviour control is determined by compatibility and resou...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129789896","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}
Pub Date : 2012-11-16DOI: 10.1108/09604521211287570
S. Milton, L. Johnson
Purpose – The purpose of this paper is to compare and contrast a customer‐focused service process diagram tool (blueprinting) with an organizational‐focused process diagram tool (business process modeling notation, or BPMN).Design/methodology/approach – Using a hotel stay as an example, the paper presents both a service blueprint and a BPMN diagram. The authors then explicitly discuss the similarities, differences resulting from an ontological comparison of service blueprints and BPMN, and show where the two tools can be complementary.Findings – The authors have found that one similarity is that service blueprinting segments processes into parts that are similar to BPMN's idea of swimlanes. However, the swimlanes in service blueprinting separate customer actions, customer‐facing employees’ actions and functions, and back‐stage functions, actors, and information systems, thereby effectively mandating certain swimlanes for the purpose of analyzing points of contact between the firm and a customer. Another s...
{"title":"Service blueprinting and BPMN: a comparison","authors":"S. Milton, L. Johnson","doi":"10.1108/09604521211287570","DOIUrl":"https://doi.org/10.1108/09604521211287570","url":null,"abstract":"Purpose – The purpose of this paper is to compare and contrast a customer‐focused service process diagram tool (blueprinting) with an organizational‐focused process diagram tool (business process modeling notation, or BPMN).Design/methodology/approach – Using a hotel stay as an example, the paper presents both a service blueprint and a BPMN diagram. The authors then explicitly discuss the similarities, differences resulting from an ontological comparison of service blueprints and BPMN, and show where the two tools can be complementary.Findings – The authors have found that one similarity is that service blueprinting segments processes into parts that are similar to BPMN's idea of swimlanes. However, the swimlanes in service blueprinting separate customer actions, customer‐facing employees’ actions and functions, and back‐stage functions, actors, and information systems, thereby effectively mandating certain swimlanes for the purpose of analyzing points of contact between the firm and a customer. Another s...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122890887","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}
Pub Date : 2012-11-16DOI: 10.1108/09604521211253496
Houn-Gee Chen, J. Liu, T. Sheu, M. Yang
Purpose – Customer satisfaction in the banking industry has long been measured as a function of service quality by using a variation of the SERVQUAL instrument. The purpose of this paper is to build a broader understanding of the determinants of customer satisfaction throughout the financial services industry by incorporating the perceptions of fairness in service delivery (FAIRSERV) and outlining why and how FAIRSERV is important to customer satisfaction.Design/methodology/approach – The authors conduct a cross‐sectional questionnaire survey, including samples of 420 customers from the financial services industry in Taiwan. PLS‐Graph is used to evaluate the measures of reliability as well as validities, and to test the hypotheses.Findings – The results show that fair service not only has a significant impact on customer satisfaction, but also plays a role equivalent to service quality in determining customers’ trust and perceived value, which in turn lead to customer satisfaction.Research limitations/imp...
{"title":"The impact of financial services quality and fairness on customer satisfaction","authors":"Houn-Gee Chen, J. Liu, T. Sheu, M. Yang","doi":"10.1108/09604521211253496","DOIUrl":"https://doi.org/10.1108/09604521211253496","url":null,"abstract":"Purpose – Customer satisfaction in the banking industry has long been measured as a function of service quality by using a variation of the SERVQUAL instrument. The purpose of this paper is to build a broader understanding of the determinants of customer satisfaction throughout the financial services industry by incorporating the perceptions of fairness in service delivery (FAIRSERV) and outlining why and how FAIRSERV is important to customer satisfaction.Design/methodology/approach – The authors conduct a cross‐sectional questionnaire survey, including samples of 420 customers from the financial services industry in Taiwan. PLS‐Graph is used to evaluate the measures of reliability as well as validities, and to test the hypotheses.Findings – The results show that fair service not only has a significant impact on customer satisfaction, but also plays a role equivalent to service quality in determining customers’ trust and perceived value, which in turn lead to customer satisfaction.Research limitations/imp...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"10 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115158307","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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