This paper describes a scale, called SERVQUAL, which measures Service Quality. First, the scale's conceptual framework and the steps of its development are described. Second, criticisms arising from several replication studies of SERVQUAL are reviewed. The last part focuses on the dimensionality of the scale. Do the 22 items of the SERVQUAL scale clearly evoke, in the clients’ mind, the five Service Quality dimensions defined by Parasuraman et al. [1988]? An empirical study shows that one dimension, ‘Tangibles’, is clearly perceived followed by ‘Empathy’. The three other dimensions, ‘Reliability’, ‘Insurance’ and ‘Responsiveness ', are confused in the client's mind.
{"title":"An Empirical Study of Servqual's Dimensionality","authors":"Sylvie Llosa, Jean-Louis Chandon, Chiara Orsingher","doi":"10.1080/02642069800000017","DOIUrl":"https://doi.org/10.1080/02642069800000017","url":null,"abstract":"This paper describes a scale, called SERVQUAL, which measures Service Quality. First, the scale's conceptual framework and the steps of its development are described. Second, criticisms arising from several replication studies of SERVQUAL are reviewed. The last part focuses on the dimensionality of the scale. Do the 22 items of the SERVQUAL scale clearly evoke, in the clients’ mind, the five Service Quality dimensions defined by Parasuraman et al. [1988]? An empirical study shows that one dimension, ‘Tangibles’, is clearly perceived followed by ‘Empathy’. The three other dimensions, ‘Reliability’, ‘Insurance’ and ‘Responsiveness ', are confused in the client's mind.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"16-44"},"PeriodicalIF":9.4,"publicationDate":"1998-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000017","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318587","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1998-04-01DOI: 10.1080/02642069800000018
M. Meadows, S. Dibb
Most academic research into segmentation in the financial services industry has focused on alternative analytical approaches and base variables; relatively little attention has been paid to implementation issues, despite managementS concerns about the practicality and usefulness of segmentation. Some significant barriers to effective implementation of segmentation have been encountered by major financial services firms. This paper reviews these barriers, and finds that weaknesses in customer data, and the importance of a good fit with the company'S distribution channels, can limit the range of segmentation approaches that a company can adopt, while the organisational context, structure and strategic positioning canfail to support effective segmentation. The paper also considers some of the newer entrants to the financial services industry, and finds that they are making progress in all of these areas.
{"title":"Implementing Market Segmentation Strategies in UK Personal Financial Services: Problems and Progress","authors":"M. Meadows, S. Dibb","doi":"10.1080/02642069800000018","DOIUrl":"https://doi.org/10.1080/02642069800000018","url":null,"abstract":"Most academic research into segmentation in the financial services industry has focused on alternative analytical approaches and base variables; relatively little attention has been paid to implementation issues, despite managementS concerns about the practicality and usefulness of segmentation. Some significant barriers to effective implementation of segmentation have been encountered by major financial services firms. This paper reviews these barriers, and finds that weaknesses in customer data, and the importance of a good fit with the company'S distribution channels, can limit the range of segmentation approaches that a company can adopt, while the organisational context, structure and strategic positioning canfail to support effective segmentation. The paper also considers some of the newer entrants to the financial services industry, and finds that they are making progress in all of these areas.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"1 1","pages":"45-63"},"PeriodicalIF":9.4,"publicationDate":"1998-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000018","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318596","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1998-04-01DOI: 10.1080/02642069800000019
B. Lewis, G. Gabrielsen
The article concentrates on intra-organisational aspects in the implementation of service quality management. Literature review is followed by presentation of an empirical investigation, in financial services in Norway, in which the perspective of front- line employees, regarding recent service quality initiatives, is measured.
{"title":"Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective","authors":"B. Lewis, G. Gabrielsen","doi":"10.1080/02642069800000019","DOIUrl":"https://doi.org/10.1080/02642069800000019","url":null,"abstract":"The article concentrates on intra-organisational aspects in the implementation of service quality management. Literature review is followed by presentation of an empirical investigation, in financial services in Norway, in which the perspective of front- line employees, regarding recent service quality initiatives, is measured.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"64-89"},"PeriodicalIF":9.4,"publicationDate":"1998-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000019","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318633","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1998-04-01DOI: 10.1080/02642069800000020
Barry Howcroft, Sabah A. Fadhley
The paper argues that the existing literature on project finance almost exclusively describes it either in terms of the narrow principles of ‘non-recourse’ and ‘off-balance sheet’ finance, or in terms of the unbounded sources of finance ,for industrial investment. As a consequence, definitions and explanations of project finance have tended to be too generalised and in many respects contradictory depending upon the author's perspective or the financial structure of he project in question. In attempting to redress this situation, the paper utilises a case study approach and an empirical survey to derive a better understanding of project finance which explains it in terms of a risk strategy which reconciles the potentially conflicting objectives of borrowers and lenders by utilising the so-called ‘community of interests’ which exists in the commercial and industrial linkages between the various parries involved in a project.
{"title":"Project Finance: A Credit Strategy Based on Contractual Linkages","authors":"Barry Howcroft, Sabah A. Fadhley","doi":"10.1080/02642069800000020","DOIUrl":"https://doi.org/10.1080/02642069800000020","url":null,"abstract":"The paper argues that the existing literature on project finance almost exclusively describes it either in terms of the narrow principles of ‘non-recourse’ and ‘off-balance sheet’ finance, or in terms of the unbounded sources of finance ,for industrial investment. As a consequence, definitions and explanations of project finance have tended to be too generalised and in many respects contradictory depending upon the author's perspective or the financial structure of he project in question. In attempting to redress this situation, the paper utilises a case study approach and an empirical survey to derive a better understanding of project finance which explains it in terms of a risk strategy which reconciles the potentially conflicting objectives of borrowers and lenders by utilising the so-called ‘community of interests’ which exists in the commercial and industrial linkages between the various parries involved in a project.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"39 1","pages":"90-111"},"PeriodicalIF":9.4,"publicationDate":"1998-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000020","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318644","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1998-04-01DOI: 10.1080/02642069800000021
A. Chan, F. Go, R. Pine
This research explores management's attitudes towards innovation in Hong Kong's service firms and the extent to which service firms are committed to the general practice of managing service innovation. The growth in the scale and importance of the service sector in Hong Kong together with the limited analysis of innovation in the service industries, provide a prime justification for this study. Data were examined from four service groups: retail/wholesale, financial services, hotel/restaurant, and tourism. The findings suggest that although the majority of service organisations in Hong Kong are engaged in some type of innovation, they do not have any established system to control the process. In general, managers seem to confine their development to incremental or distinctive innovations and do not attempt to develop breakthrough innovations.
{"title":"Service Innovation in Hong Kong: Attitudes and Practice","authors":"A. Chan, F. Go, R. Pine","doi":"10.1080/02642069800000021","DOIUrl":"https://doi.org/10.1080/02642069800000021","url":null,"abstract":"This research explores management's attitudes towards innovation in Hong Kong's service firms and the extent to which service firms are committed to the general practice of managing service innovation. The growth in the scale and importance of the service sector in Hong Kong together with the limited analysis of innovation in the service industries, provide a prime justification for this study. Data were examined from four service groups: retail/wholesale, financial services, hotel/restaurant, and tourism. The findings suggest that although the majority of service organisations in Hong Kong are engaged in some type of innovation, they do not have any established system to control the process. In general, managers seem to confine their development to incremental or distinctive innovations and do not attempt to develop breakthrough innovations.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"112-124"},"PeriodicalIF":9.4,"publicationDate":"1998-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000021","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318653","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1998-04-01DOI: 10.1080/02642069800000022
C. Drury
A significant feature of the UK economy over the past decade hasbeen the growth in the financial services sector: Little has been written on the nature and content of accounting information systems in the financial services sector: To remedy, this deficiency a postal survey and interviews were undertaken to provide information on the nature and scope of management accounting information systems within UK building societies. This paper reports on the survey and interview findings relating to the role of branch and product profitability analysis for making strategic decisions, the evaluation of branch managerial performance, transfer pricing, budgeting and the monitoring of competitor performance.
{"title":"Management Accounting Information Systems in UK Building Societies","authors":"C. Drury","doi":"10.1080/02642069800000022","DOIUrl":"https://doi.org/10.1080/02642069800000022","url":null,"abstract":"A significant feature of the UK economy over the past decade hasbeen the growth in the financial services sector: Little has been written on the nature and content of accounting information systems in the financial services sector: To remedy, this deficiency a postal survey and interviews were undertaken to provide information on the nature and scope of management accounting information systems within UK building societies. This paper reports on the survey and interview findings relating to the role of branch and product profitability analysis for making strategic decisions, the evaluation of branch managerial performance, transfer pricing, budgeting and the monitoring of competitor performance.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"125-143"},"PeriodicalIF":9.4,"publicationDate":"1998-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000022","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318701","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1998-04-01DOI: 10.1080/02642069800000024
H. Jarman
The author conducted two surveys of building societies and consumers. The former linked supervisory techniques to the objectives of regulation and used the regime method, a methodology possibly relevant for other regulated industries. Some suggested reforms were devised including one supervisory agency for banks and building societies, the retention of mutuality (leading to mutual banks), a simplification of the capital adequacy rules, a lender of last resort, a minimum cash requirement, a rise in the wholesale limit to 50 per cent, more spot checks and an increase in the level of investor protection.
{"title":"Building Societies: Some Suggestions for Reform","authors":"H. Jarman","doi":"10.1080/02642069800000024","DOIUrl":"https://doi.org/10.1080/02642069800000024","url":null,"abstract":"The author conducted two surveys of building societies and consumers. The former linked supervisory techniques to the objectives of regulation and used the regime method, a methodology possibly relevant for other regulated industries. Some suggested reforms were devised including one supervisory agency for banks and building societies, the retention of mutuality (leading to mutual banks), a simplification of the capital adequacy rules, a lender of last resort, a minimum cash requirement, a rise in the wholesale limit to 50 per cent, more spot checks and an increase in the level of investor protection.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"161-176"},"PeriodicalIF":9.4,"publicationDate":"1998-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000024","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318751","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1998-01-01DOI: 10.1080/02642069800000002
T. Clark, G. Salaman
This article aclopts a novel approach by examining the activities of management consultants in terms of the dramaturgical metaphor: This is a useful frameWork within which to illuminate their activities since a number of service characteristics combine to create a context within which the key task of management consultants is to convince clients of their quality and value. Impression management is therefore a core feature of consultancy work. In this sense management consultants are viewed as systems of persuasion creating compelling images which persuade clients of their quality and worth. This argument is illustrated with reference to the activities of executive search consultants.
{"title":"Creating the 'right' impression: Towards a dramaturgy of management consultancy","authors":"T. Clark, G. Salaman","doi":"10.1080/02642069800000002","DOIUrl":"https://doi.org/10.1080/02642069800000002","url":null,"abstract":"This article aclopts a novel approach by examining the activities of management consultants in terms of the dramaturgical metaphor: This is a useful frameWork within which to illuminate their activities since a number of service characteristics combine to create a context within which the key task of management consultants is to convince clients of their quality and value. Impression management is therefore a core feature of consultancy work. In this sense management consultants are viewed as systems of persuasion creating compelling images which persuade clients of their quality and worth. This argument is illustrated with reference to the activities of executive search consultants.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"18-38"},"PeriodicalIF":9.4,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000002","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318919","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1998-01-01DOI: 10.1080/02642069800000004
A. Sinden
This article exantities aspects of recent enlploynlent decline in the UK architectitre and surveying sectors, using nlarerial fionl an in-depth survey of 50 firms. The ncrture t z d causes of job losses and associated etnplopent restructuring in these sectors are discussed. Contparisons of the experience of enlplojnlent decline behveerl smaller crnd larger professional property services firms, and behveen architecture crtid .sifrveying firms, are made. Explanatiotu for recent employnlent decline ancf resrrilcturing in UK architectirre and sirveying it include the severe impact of the 1990--92 recession or1 the cost strilctiorz industry, and the changing nature of the nlnrket for professiotional property services.
{"title":"Employment decline in the UK architecture and surveying sectors","authors":"A. Sinden","doi":"10.1080/02642069800000004","DOIUrl":"https://doi.org/10.1080/02642069800000004","url":null,"abstract":"This article exantities aspects of recent enlploynlent decline in the UK architectitre and surveying sectors, using nlarerial fionl an in-depth survey of 50 firms. The ncrture t z d causes of job losses and associated etnplopent restructuring in these sectors are discussed. Contparisons of the experience of enlplojnlent decline behveerl smaller crnd larger professional property services firms, and behveen architecture crtid .sifrveying firms, are made. Explanatiotu for recent employnlent decline ancf resrrilcturing in UK architectirre and sirveying it include the severe impact of the 1990--92 recession or1 the cost strilctiorz industry, and the changing nature of the nlnrket for professiotional property services.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"54-71"},"PeriodicalIF":9.4,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000004","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318939","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1998-01-01DOI: 10.1080/02642069800000008
A. Morrison
This article contrasts and compares statistics from the UK small firm sector in general with those related to small firms within the hotel industry. In doing so, it is clearly illustrated that there is a need to focus research, resultant policy and strategy on the specific issues facing small firms at a sub-sector level, rather than assuming a homogeneity of the small firm population in general. The paper concludes that the plight of the small firm operating within the hotel industry is dire and questions what the future holds.
{"title":"Small Firm Statistics: A Hotel Sector Focus","authors":"A. Morrison","doi":"10.1080/02642069800000008","DOIUrl":"https://doi.org/10.1080/02642069800000008","url":null,"abstract":"This article contrasts and compares statistics from the UK small firm sector in general with those related to small firms within the hotel industry. In doing so, it is clearly illustrated that there is a need to focus research, resultant policy and strategy on the specific issues facing small firms at a sub-sector level, rather than assuming a homogeneity of the small firm population in general. The paper concludes that the plight of the small firm operating within the hotel industry is dire and questions what the future holds.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"132-142"},"PeriodicalIF":9.4,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000008","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318546","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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