Pub Date : 2017-12-19DOI: 10.1504/IJSSCI.2017.10009604
Sapna Popli, I. Rizvi, Ashita Aggarwal
Extreme competition is exerting unprecedented pressure on service organisations to create a unique and strong brand relationship with customers and employees alike. However, in the race for brand positioning with external customers many organisations tend to forget that their brand promise to the external customer is ultimately delivered by the employees. The paper explores the employee perception of internal branding in service organisations in India and tries to identify the gaps in internal branding practice. A single cross-sectional survey was administered to collect quantitative data from 162 employees across service organisations. This was supplemented by in-depth interviews with branding experts and practitioners. The study reveals that employees perceive a substantial gap in internal brand communication, internal brand awareness and internal branding efforts in organisations.
{"title":"Service branding: do employees know what we stand for? The inside story","authors":"Sapna Popli, I. Rizvi, Ashita Aggarwal","doi":"10.1504/IJSSCI.2017.10009604","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10009604","url":null,"abstract":"Extreme competition is exerting unprecedented pressure on service organisations to create a unique and strong brand relationship with customers and employees alike. However, in the race for brand positioning with external customers many organisations tend to forget that their brand promise to the external customer is ultimately delivered by the employees. The paper explores the employee perception of internal branding in service organisations in India and tries to identify the gaps in internal branding practice. A single cross-sectional survey was administered to collect quantitative data from 162 employees across service organisations. This was supplemented by in-depth interviews with branding experts and practitioners. The study reveals that employees perceive a substantial gap in internal brand communication, internal brand awareness and internal branding efforts in organisations.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2017-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129145387","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 : 2017-12-19DOI: 10.1504/IJSSCI.2017.10009607
P. Devi, B. S. Rao, B. Shekhar
The pharmaceutical industry is one of the leading industries and an efficient supply chain is required for meeting the huge competition. 100% customer service is required in this sector as it directly effects the health of the people, so service quality plays a very significant role in pharmaceutical supply chain. In this scenario an attempt was made to study the service quality issues at the manufacturer distributor - retailer interface of the pharmaceutical supply chain. Exploratory factor analysis and multiple regression techniques were used. Supply chain operations reference (SCOR) model was used to examine the service quality issues at the manufacturer-distributor interphase.
{"title":"Service quality in the pharmaceutical supply chain: a case study with reference to a major Indian pharmaceutical company","authors":"P. Devi, B. S. Rao, B. Shekhar","doi":"10.1504/IJSSCI.2017.10009607","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10009607","url":null,"abstract":"The pharmaceutical industry is one of the leading industries and an efficient supply chain is required for meeting the huge competition. 100% customer service is required in this sector as it directly effects the health of the people, so service quality plays a very significant role in pharmaceutical supply chain. In this scenario an attempt was made to study the service quality issues at the manufacturer distributor - retailer interface of the pharmaceutical supply chain. Exploratory factor analysis and multiple regression techniques were used. Supply chain operations reference (SCOR) model was used to examine the service quality issues at the manufacturer-distributor interphase.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2017-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116458601","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 : 2017-12-19DOI: 10.1504/IJSSCI.2017.10009608
P. J. Pawar, V. Deshpande, A. Joshi
There are various factors that are responsible for influencing the performance of any government organisation. By employing a multiple-criteria decision-making model (MCDM), the study is an attempt to measure preference and thereby identify factors influencing the performance of government organisations and undertakings in India. Important factors that are likely to influence the performance of government organisations and undertakings, including those significant in the current scenario, have been considered. The data were collected from government organisations and undertakings representing different sectors to ensure that the selection of factors was unbiased and fairly accurate. A well-known method for prioritisation in case of MCDM known as analytic hierarchy process (AHP) has been employed. The average value obtained for every criterion was used to prepare the paired comparison matrix. Results have showed that e-governance practices and process standardisation exhibit greater influence on the performance of government organisations as compared to the other factors.
{"title":"Identification of factors influencing the performance of government organisations and undertakings in India using analytic hierarchy process","authors":"P. J. Pawar, V. Deshpande, A. Joshi","doi":"10.1504/IJSSCI.2017.10009608","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10009608","url":null,"abstract":"There are various factors that are responsible for influencing the performance of any government organisation. By employing a multiple-criteria decision-making model (MCDM), the study is an attempt to measure preference and thereby identify factors influencing the performance of government organisations and undertakings in India. Important factors that are likely to influence the performance of government organisations and undertakings, including those significant in the current scenario, have been considered. The data were collected from government organisations and undertakings representing different sectors to ensure that the selection of factors was unbiased and fairly accurate. A well-known method for prioritisation in case of MCDM known as analytic hierarchy process (AHP) has been employed. The average value obtained for every criterion was used to prepare the paired comparison matrix. Results have showed that e-governance practices and process standardisation exhibit greater influence on the performance of government organisations as compared to the other factors.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2017-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125720373","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 : 2017-12-19DOI: 10.1504/IJSSCI.2017.10009606
S. Maheepala, B.N.F. Warnakulasooriya, Y. Banda
The servitisation of manufacturing is an immerging field of research interest in developed countries. The research on servitisation and related benefits in developing countries are rare in the literature. The purpose of this paper is to compare the business performance of servitised manufactures and pure manufacturers in a developing country such as Sri Lanka and contribute to the existing gap. Authors have used published data and conducted independent sample t-test to compare the performance of servitised manufacturers and pure manufacturers. Study concludes that servitised manufacturers achieve higher profitability but there is no statistical evidence to prove that servitised organisations have higher growth rate than non servitised organisations.
{"title":"Servitisation and business performance in developing countries: an evidence from Sri Lanka","authors":"S. Maheepala, B.N.F. Warnakulasooriya, Y. Banda","doi":"10.1504/IJSSCI.2017.10009606","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10009606","url":null,"abstract":"The servitisation of manufacturing is an immerging field of research interest in developed countries. The research on servitisation and related benefits in developing countries are rare in the literature. The purpose of this paper is to compare the business performance of servitised manufactures and pure manufacturers in a developing country such as Sri Lanka and contribute to the existing gap. Authors have used published data and conducted independent sample t-test to compare the performance of servitised manufacturers and pure manufacturers. Study concludes that servitised manufacturers achieve higher profitability but there is no statistical evidence to prove that servitised organisations have higher growth rate than non servitised organisations.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2017-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121355269","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 : 2017-12-19DOI: 10.1504/IJSSCI.2017.10009605
P. Sharma
In this investigation, the performance analysis for a loss and delay multi server queueing model with no passing, discouragement and additional servers has been made. Due to no-passing constraint, the customers can be categorised into two types: i) those who do not need service even waiting in the queue; ii) the customers having exponentially distributed service time. Furthermore, a customer is assumed to be discouraged looking into the length of the queue at the service station. Using birth death rate and corresponding product type solution, queue size distribution is established which is further employed to derive various performance indices namely expected waiting time, average number of customers in the system and the difference between the expected waiting time of both types of customers in the system. A numerical experiment for the comparison with analytic results is also facilitated.
{"title":"Loss and delay queue with state dependent rates under no passing restriction and discouragement","authors":"P. Sharma","doi":"10.1504/IJSSCI.2017.10009605","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10009605","url":null,"abstract":"In this investigation, the performance analysis for a loss and delay multi server queueing model with no passing, discouragement and additional servers has been made. Due to no-passing constraint, the customers can be categorised into two types: i) those who do not need service even waiting in the queue; ii) the customers having exponentially distributed service time. Furthermore, a customer is assumed to be discouraged looking into the length of the queue at the service station. Using birth death rate and corresponding product type solution, queue size distribution is established which is further employed to derive various performance indices namely expected waiting time, average number of customers in the system and the difference between the expected waiting time of both types of customers in the system. A numerical experiment for the comparison with analytic results is also facilitated.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2017-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116301509","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 : 2017-11-21DOI: 10.1504/IJSSCI.2017.10009058
Shahin Dezdar
The advent of telecommunication technology saw a growth of mobile service providers, particularly in the Malaysian market. Each service provider tends to offer competitive packages in their quest to attract customers. Nevertheless, the purchase of mobile services indirectly is influenced by the customers and brand personality. Hence, brand personality management is a critical part of a company's marketing program in today's global market. Despite the importance of brand personality in academia and practice, very limited empirical research has examined the determinant roles of brand personality on actual consumer brand purchase, particularly mobile services. Given its great potential usability for marketers and brand managers, this study conceptualises and examines the impact of consumer personality on brand personality and its subsequent effect on the Malaysian consumers brand purchase, focusing specifically on mobile services purchase. The empirical evidence from the study suggests that the consumer personality's dimensions have significant relationship with the mobile services brand personality. However, the results of this study indicate no differentiation of impact for mobile services brand personality on the actual mobile services purchase.
{"title":"The effects of consumer and brand personality on mobile services purchase","authors":"Shahin Dezdar","doi":"10.1504/IJSSCI.2017.10009058","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10009058","url":null,"abstract":"The advent of telecommunication technology saw a growth of mobile service providers, particularly in the Malaysian market. Each service provider tends to offer competitive packages in their quest to attract customers. Nevertheless, the purchase of mobile services indirectly is influenced by the customers and brand personality. Hence, brand personality management is a critical part of a company's marketing program in today's global market. Despite the importance of brand personality in academia and practice, very limited empirical research has examined the determinant roles of brand personality on actual consumer brand purchase, particularly mobile services. Given its great potential usability for marketers and brand managers, this study conceptualises and examines the impact of consumer personality on brand personality and its subsequent effect on the Malaysian consumers brand purchase, focusing specifically on mobile services purchase. The empirical evidence from the study suggests that the consumer personality's dimensions have significant relationship with the mobile services brand personality. However, the results of this study indicate no differentiation of impact for mobile services brand personality on the actual mobile services purchase.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2017-11-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122374514","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 : 2017-11-21DOI: 10.1504/IJSSCI.2017.10009059
Bryon Balint, Chris M. Forman, S. Slaughter
Service providers continually seek ways to improve their offshore delivery performance. In this study, we analyse detailed performance data from a large service provider that implemented a framework to enhance its process capability for services offshoring. We evaluate the extent to which process capability influences service delivery performance, and how the effect of process capability differs based on task complexity, process synergies, and length of experience with the new processes. Our results indicate that for non-complex tasks, service delivery performance improves significantly over time after new processes are introduced, particularly when process synergies are present. In contrast, for complex tasks there is an initial decline in performance after new processes are adopted. However, over time, performance on complex tasks increases at a faster rate than performance on non-complex tasks. Task complexity also reduces the effect of process synergies on performance, but this reduction attenuates over time.
{"title":"Process capability and performance in business services offshoring","authors":"Bryon Balint, Chris M. Forman, S. Slaughter","doi":"10.1504/IJSSCI.2017.10009059","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10009059","url":null,"abstract":"Service providers continually seek ways to improve their offshore delivery performance. In this study, we analyse detailed performance data from a large service provider that implemented a framework to enhance its process capability for services offshoring. We evaluate the extent to which process capability influences service delivery performance, and how the effect of process capability differs based on task complexity, process synergies, and length of experience with the new processes. Our results indicate that for non-complex tasks, service delivery performance improves significantly over time after new processes are introduced, particularly when process synergies are present. In contrast, for complex tasks there is an initial decline in performance after new processes are adopted. However, over time, performance on complex tasks increases at a faster rate than performance on non-complex tasks. Task complexity also reduces the effect of process synergies on performance, but this reduction attenuates over time.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2017-11-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132806059","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 : 2017-11-21DOI: 10.1504/IJSSCI.2017.10009061
S. Satapathy, S. Mullick, Vikash Yadav
LP gas is extremely versatile and portable. It can be transported using sea, rail or road transport. LP gas is available in a wide variety of packaging and storage options and is available in even the remotest of areas. LP gas is used throughout the home, as a gas to cook with, a source of fuel for central heating and hot water. LP gas is also commonly used in the agricultural sector and as a lower emission automotive transportation fuel Indian households are fully dependent on LPG cylinders. Therefore, attention needs to be diverted towards customers' perception on quality of supply of LPG gases and its related services so that distributors can focus on specific areas of concern to improve customer satisfaction. In this paper, attempt is made for concrete and measurable improvements in the service through an extensive study on customer's perception and various extents of the LPG gas supply. Some suggestions are provided for the improvement in service quality in Indian context.
{"title":"Customer satisfaction on Indian domestic gas delivery","authors":"S. Satapathy, S. Mullick, Vikash Yadav","doi":"10.1504/IJSSCI.2017.10009061","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10009061","url":null,"abstract":"LP gas is extremely versatile and portable. It can be transported using sea, rail or road transport. LP gas is available in a wide variety of packaging and storage options and is available in even the remotest of areas. LP gas is used throughout the home, as a gas to cook with, a source of fuel for central heating and hot water. LP gas is also commonly used in the agricultural sector and as a lower emission automotive transportation fuel Indian households are fully dependent on LPG cylinders. Therefore, attention needs to be diverted towards customers' perception on quality of supply of LPG gases and its related services so that distributors can focus on specific areas of concern to improve customer satisfaction. In this paper, attempt is made for concrete and measurable improvements in the service through an extensive study on customer's perception and various extents of the LPG gas supply. Some suggestions are provided for the improvement in service quality in Indian context.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2017-11-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127126202","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 : 2017-11-21DOI: 10.1504/IJSSCI.2017.10009007
A. K. Bardsiri, S. M. Hashemi
Estimate of the effort required for software services development has been a most important topic in the field of service in recent years. Exact estimate of effort is a key factor for project's successful management and control. Over and underestimation waste system resources endanger the position of the related company. The development effort estimation is done with the help of expert judgement, algorithmic and machine learning methods. Recently, several methods of machine learning have been used to estimation software services effort and look much better than the other two groups. This paper presents an experimental evaluation of the effectiveness of these methods with feature selection approach and done a thorough comparison of their accuracy. Evaluation and comparison have been made onto two famous datasets NASA and ISBSG and results are well demonstrated position of each one of these methods.
{"title":"Machine learning methods with feature selection approach to estimate software services development effort","authors":"A. K. Bardsiri, S. M. Hashemi","doi":"10.1504/IJSSCI.2017.10009007","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10009007","url":null,"abstract":"Estimate of the effort required for software services development has been a most important topic in the field of service in recent years. Exact estimate of effort is a key factor for project's successful management and control. Over and underestimation waste system resources endanger the position of the related company. The development effort estimation is done with the help of expert judgement, algorithmic and machine learning methods. Recently, several methods of machine learning have been used to estimation software services effort and look much better than the other two groups. This paper presents an experimental evaluation of the effectiveness of these methods with feature selection approach and done a thorough comparison of their accuracy. Evaluation and comparison have been made onto two famous datasets NASA and ISBSG and results are well demonstrated position of each one of these methods.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2017-11-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127871266","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 : 2017-11-21DOI: 10.1504/IJSSCI.2017.10008998
Hannu Saarijärvi, P. Puustinen, Mika Yrjölä, Katariina Mäenpää
In the contemporary marketing theoretical discussion there has been a widely established effort to revitalise the concept of service. In this endeavour, conceptual friction between two well-established marketing theoretical logics, namely service-dominant logic (S-D logic) and service logic has emerged. Although these perspectives have been widely debated, there have not been systematic efforts to analyse their conceptual differences. Analysing these differences will aid the further development toward more consistent marketing theory. Thus, this study identifies areas of contradiction and complementarity between S-D logic and service logic.
{"title":"Service-Dominant Logic and Service Logic - Contradictory and/or Complementary?","authors":"Hannu Saarijärvi, P. Puustinen, Mika Yrjölä, Katariina Mäenpää","doi":"10.1504/IJSSCI.2017.10008998","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10008998","url":null,"abstract":"In the contemporary marketing theoretical discussion there has been a widely established effort to revitalise the concept of service. In this endeavour, conceptual friction between two well-established marketing theoretical logics, namely service-dominant logic (S-D logic) and service logic has emerged. Although these perspectives have been widely debated, there have not been systematic efforts to analyse their conceptual differences. Analysing these differences will aid the further development toward more consistent marketing theory. Thus, this study identifies areas of contradiction and complementarity between S-D logic and service logic.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2017-11-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126949615","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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