Pub Date : 2012-06-01DOI: 10.1080/02642069.2010.545884
Jesús Collado Agudo, Ángel Herrero Crespo, I. Rodríguez del Bosque
This study examines the factors that influence the effectiveness of customer loyalty programmes to cause a change in consumers' behaviour in retailing services. In particular, three explanatory variables are analysed: the quality of service offered to the customer, her/his trust in the company, and her/his attitude towards loyalty programmes. The results obtained indicate that a change in the buyer's behaviour is directly influenced by her/his loyalty to the retailer and by her/his attitude towards loyalty programmes. Furthermore, an indirect effect on changes in buyer behaviour caused by the quality of service and the consumer's attitude towards loyalty programmes is observed.
{"title":"Adherence to customer loyalty programmes and changes in buyer behaviour","authors":"Jesús Collado Agudo, Ángel Herrero Crespo, I. Rodríguez del Bosque","doi":"10.1080/02642069.2010.545884","DOIUrl":"https://doi.org/10.1080/02642069.2010.545884","url":null,"abstract":"This study examines the factors that influence the effectiveness of customer loyalty programmes to cause a change in consumers' behaviour in retailing services. In particular, three explanatory variables are analysed: the quality of service offered to the customer, her/his trust in the company, and her/his attitude towards loyalty programmes. The results obtained indicate that a change in the buyer's behaviour is directly influenced by her/his loyalty to the retailer and by her/his attitude towards loyalty programmes. Furthermore, an indirect effect on changes in buyer behaviour caused by the quality of service and the consumer's attitude towards loyalty programmes is observed.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"211 1","pages":"1323 - 1341"},"PeriodicalIF":9.4,"publicationDate":"2012-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069.2010.545884","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59314145","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 : 2011-10-01DOI: 10.1080/02642069.2010.503878
Mazin A. M. Al Janabi
This paper proposes a concrete theoretical foundation and a new modelling framework that attempts to tackle the issue of market/liquidity risk and economic-capital estimation at a portfolio level by combining two mutual asset market/liquidity risk models. In essence, this study extends research literature related to the assessment of the asset market/liquidity risk by providing a generalized theoretical modelling underpinning that handle, from the same perspective, market and liquidity risks jointly and integrate both risks into a portfolio setting without a commensurate increase of statistical postulations. As such, we argue that market and liquidity risk components are correlated in most cases and can be integrated into one single market/liquidity framework that consists of two interrelated sub-components. The first component is attributed to the impact of adverse price movements and is modelled based on the concept of liquidity-adjusted value-at-risk framework, while the second component focuses on the risk of variation in transactions costs due to the bid-ask spreads and it attempts to measure the likelihood that it will cost more than expected to liquidate the asset position. As such, the model comprises a new approach to contemplating the impact of time-varying volatility of the bid-ask spread and its upshot on the overall asset market/liquidity risk. The modelling framework can be constructive for financial service industries in emerging-economies and particularly in reinforcing rational economic-capital allocation in light of the aftermaths of the sub-prime financial crisis.
{"title":"A generalized theoretical modelling approach for the assessment of economic-capital under asset market liquidity risk constraints","authors":"Mazin A. M. Al Janabi","doi":"10.1080/02642069.2010.503878","DOIUrl":"https://doi.org/10.1080/02642069.2010.503878","url":null,"abstract":"This paper proposes a concrete theoretical foundation and a new modelling framework that attempts to tackle the issue of market/liquidity risk and economic-capital estimation at a portfolio level by combining two mutual asset market/liquidity risk models. In essence, this study extends research literature related to the assessment of the asset market/liquidity risk by providing a generalized theoretical modelling underpinning that handle, from the same perspective, market and liquidity risks jointly and integrate both risks into a portfolio setting without a commensurate increase of statistical postulations. As such, we argue that market and liquidity risk components are correlated in most cases and can be integrated into one single market/liquidity framework that consists of two interrelated sub-components. The first component is attributed to the impact of adverse price movements and is modelled based on the concept of liquidity-adjusted value-at-risk framework, while the second component focuses on the risk of variation in transactions costs due to the bid-ask spreads and it attempts to measure the likelihood that it will cost more than expected to liquidate the asset position. As such, the model comprises a new approach to contemplating the impact of time-varying volatility of the bid-ask spread and its upshot on the overall asset market/liquidity risk. The modelling framework can be constructive for financial service industries in emerging-economies and particularly in reinforcing rational economic-capital allocation in light of the aftermaths of the sub-prime financial crisis.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"31 1","pages":"2193 - 2221"},"PeriodicalIF":9.4,"publicationDate":"2011-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069.2010.503878","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59314083","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 : 2011-08-01DOI: 10.1080/02642069.2010.485639
Rosa María González Tirados
This paper presents a retrospective analysis of the service sector focusing on the hotel industry with reference to how internationalisation and globalisation are having a major effect on demand, and as a result how changes must be made to what is offered. The so-called mass tourism must evolve; we are about to enter the second decade of the twenty-first century and mass tourism needs to be transformed. A large number of issues need to be borne in mind, such as the influence technological progress is having on the ways of travelling and booking and on sustainable, environmental tourism. Also to be taken into account is the competitiveness of the so-called emerging nations, for which a mature country like ours can provide new tourist packages.
{"title":"Half a century of mass tourism: evolution and expectations","authors":"Rosa María González Tirados","doi":"10.1080/02642069.2010.485639","DOIUrl":"https://doi.org/10.1080/02642069.2010.485639","url":null,"abstract":"This paper presents a retrospective analysis of the service sector focusing on the hotel industry with reference to how internationalisation and globalisation are having a major effect on demand, and as a result how changes must be made to what is offered. The so-called mass tourism must evolve; we are about to enter the second decade of the twenty-first century and mass tourism needs to be transformed. A large number of issues need to be borne in mind, such as the influence technological progress is having on the ways of travelling and booking and on sustainable, environmental tourism. Also to be taken into account is the competitiveness of the so-called emerging nations, for which a mature country like ours can provide new tourist packages.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"31 1","pages":"1589 - 1601"},"PeriodicalIF":9.4,"publicationDate":"2011-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069.2010.485639","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59314509","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 : 2011-08-01DOI: 10.1080/02642069.2010.503884
L. Van Hove
Willesson [(2009). Pricing of card payment services in Scandinavian banking. The Service Industries Journal, 29(3), 387–399] purports to demonstrate that when it comes to pricing of card payment services, Scandinavian banks with foreign operations will typically align themselves with the ‘pricing tradition’ in their foreign market(s). Unfortunately, a problem with Willesson's approach is that for several banks in his sample the foreign pricing tradition happens to coincide with the pricing strategy that the bank uses in its home market. As a result, it is impossible to determine whether these banks have really opted for a strategy of national responsiveness.
{"title":"Pricing of card payment services in Scandinavian banking: a comment","authors":"L. Van Hove","doi":"10.1080/02642069.2010.503884","DOIUrl":"https://doi.org/10.1080/02642069.2010.503884","url":null,"abstract":"Willesson [(2009). Pricing of card payment services in Scandinavian banking. The Service Industries Journal, 29(3), 387–399] purports to demonstrate that when it comes to pricing of card payment services, Scandinavian banks with foreign operations will typically align themselves with the ‘pricing tradition’ in their foreign market(s). Unfortunately, a problem with Willesson's approach is that for several banks in his sample the foreign pricing tradition happens to coincide with the pricing strategy that the bank uses in its home market. As a result, it is impossible to determine whether these banks have really opted for a strategy of national responsiveness.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"31 1","pages":"1793 - 1798"},"PeriodicalIF":9.4,"publicationDate":"2011-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069.2010.503884","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59314098","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 : 2010-05-01DOI: 10.1080/02642060802342679
Maria Ripolles Meliá, Andreu Blesa Pérez, Salvador Roig Dobón
This article examines the internationalisation of small- and medium-sized service firms from an international entrepreneurship perspective. The results of the empirical research developed in Spain have shown that innovation orientation accelerates the time these companies take to internationalise and allows them to implement more activities and opt for high-control entry modes in foreign markets. The results suggest that two different models of internationalisation can be found within the services sector: firms either adopt a gradual process or attempt to benefit from a rapid transition period of internationalisation.
{"title":"The influence of innovation orientation on the internationalisation of SMEs in the service sector","authors":"Maria Ripolles Meliá, Andreu Blesa Pérez, Salvador Roig Dobón","doi":"10.1080/02642060802342679","DOIUrl":"https://doi.org/10.1080/02642060802342679","url":null,"abstract":"This article examines the internationalisation of small- and medium-sized service firms from an international entrepreneurship perspective. The results of the empirical research developed in Spain have shown that innovation orientation accelerates the time these companies take to internationalise and allows them to implement more activities and opt for high-control entry modes in foreign markets. The results suggest that two different models of internationalisation can be found within the services sector: firms either adopt a gradual process or attempt to benefit from a rapid transition period of internationalisation.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"30 1","pages":"777 - 791"},"PeriodicalIF":9.4,"publicationDate":"2010-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642060802342679","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59310952","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 : 2010-03-01DOI: 10.1080/02642060802236145
Joan Ramon Sanchis Palacio, D. R. Ribeiro Soriano
The success of a strategy depends, to a large extent, on the contingency factors that condition the functioning of an organisation. This study presents empirical research to contrast the existence of a significant relationship between the implementation of a particular strategy (in this case, related to the management of job placement and social insertion schemes) and a set of given structural parameters or contingency factors, in particular, the organisational structure of the firm such as time with the firm, firm size, technology used and organisational culture. The empirical analysis is applied to the strategies used by local development and employment officers with regard to the management of job placement and social integration schemes.
{"title":"Contingency factors on the success of services for social integration and job placement schemes","authors":"Joan Ramon Sanchis Palacio, D. R. Ribeiro Soriano","doi":"10.1080/02642060802236145","DOIUrl":"https://doi.org/10.1080/02642060802236145","url":null,"abstract":"The success of a strategy depends, to a large extent, on the contingency factors that condition the functioning of an organisation. This study presents empirical research to contrast the existence of a significant relationship between the implementation of a particular strategy (in this case, related to the management of job placement and social insertion schemes) and a set of given structural parameters or contingency factors, in particular, the organisational structure of the firm such as time with the firm, firm size, technology used and organisational culture. The empirical analysis is applied to the strategies used by local development and employment officers with regard to the management of job placement and social integration schemes.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"30 1","pages":"339 - 357"},"PeriodicalIF":9.4,"publicationDate":"2010-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642060802236145","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59310939","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 : 2007-06-01DOI: 10.1080/02642060701346607
C. Iglesias-Fernández, Raquel Llorente-Heras
The paper has two main objectives. First, to investigate whether workers show significant differences in labour opportunities. Second, to test the hypothesis that tertiarisation has important effects explaining it. The hypotheses are: (1) tertiarisation has relevant effects on the structure of labour demand by skills; (2) the labour opportunities of workers can be influenced by the skills developed in their previous jobs and their concordance between sectoral changes. From a methodological point of view, the approach implies a study of labour transition data of workers, sectoral change and its qualification implications. In order to research the previous argument, the authors analyse labour mobility within European countries. Therefore, data used in the paper come from the European Community Household Panel (ECHP). All descriptive analyses have been carried out and the results from dynamic logit panel data model suggest that the relation of workers to tertiarisation and its implications – approximated by their previous labour situation (sector and skill) – are significant, explaining differences observed in labour transitions and its characteristics.
{"title":"Sectoral Structure, Qualification Characteristics and Patterns of Labour Mobility","authors":"C. Iglesias-Fernández, Raquel Llorente-Heras","doi":"10.1080/02642060701346607","DOIUrl":"https://doi.org/10.1080/02642060701346607","url":null,"abstract":"The paper has two main objectives. First, to investigate whether workers show significant differences in labour opportunities. Second, to test the hypothesis that tertiarisation has important effects explaining it. The hypotheses are: (1) tertiarisation has relevant effects on the structure of labour demand by skills; (2) the labour opportunities of workers can be influenced by the skills developed in their previous jobs and their concordance between sectoral changes. From a methodological point of view, the approach implies a study of labour transition data of workers, sectoral change and its qualification implications. In order to research the previous argument, the authors analyse labour mobility within European countries. Therefore, data used in the paper come from the European Community Household Panel (ECHP). All descriptive analyses have been carried out and the results from dynamic logit panel data model suggest that the relation of workers to tertiarisation and its implications – approximated by their previous labour situation (sector and skill) – are significant, explaining differences observed in labour transitions and its characteristics.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"27 1","pages":"411 - 434"},"PeriodicalIF":9.4,"publicationDate":"2007-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642060701346607","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59310891","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 : 2007-04-01DOI: 10.1080/02642060701207171
Marta Muñoz Guarasa
The goal of this project is to find out if Spain is undergoing a disinvestment process in foreign service companies which might be leading to offshoring. To achieve this – after tackling conceptual and methodological aspects – a company's total disinvestment has been estimated. Subsequently, its ratio to gross investment has been evaluated for the whole sector and for all the activities the company performed in the 1993–2004 period. The result does not show a worrying disinvestment process. Over the last year in the study, though, a significant change has been seen, which might suggest the beginning of a disinvestment process in some activities – as is happening worldwide.
{"title":"Are Foreign Firms Delocalising Services From Spain?","authors":"Marta Muñoz Guarasa","doi":"10.1080/02642060701207171","DOIUrl":"https://doi.org/10.1080/02642060701207171","url":null,"abstract":"The goal of this project is to find out if Spain is undergoing a disinvestment process in foreign service companies which might be leading to offshoring. To achieve this – after tackling conceptual and methodological aspects – a company's total disinvestment has been estimated. Subsequently, its ratio to gross investment has been evaluated for the whole sector and for all the activities the company performed in the 1993–2004 period. The result does not show a worrying disinvestment process. Over the last year in the study, though, a significant change has been seen, which might suggest the beginning of a disinvestment process in some activities – as is happening worldwide.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"27 1","pages":"305 - 320"},"PeriodicalIF":9.4,"publicationDate":"2007-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642060701207171","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59310847","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 : 2006-09-01DOI: 10.1080/02642060600850873
Lucía Melián Alzola, Víctor Padrón Robaina
There are two academic and professional fields that are strategically important to today's firms: electronic commerce B2C (business to consumer) and Total Quality Management. Their joint appearance in the present scenario gives rise to opportunities and challenges on quality literature that need to be tackled. On that basis, this paper studies the predictive value of the alternative scales of quality in electronic commerce B2C: scale of perceptions, scale of difference (perception minus expectations) and scale of weighted differences. As a result, the measures of perceptions have more predictive value than other measures. However, the measures of expectations and the measures of importance have been considered for diagnostic proposes.
{"title":"Quality in Electronic Commerce B2C: Perceptions, Expectations and Importance","authors":"Lucía Melián Alzola, Víctor Padrón Robaina","doi":"10.1080/02642060600850873","DOIUrl":"https://doi.org/10.1080/02642060600850873","url":null,"abstract":"There are two academic and professional fields that are strategically important to today's firms: electronic commerce B2C (business to consumer) and Total Quality Management. Their joint appearance in the present scenario gives rise to opportunities and challenges on quality literature that need to be tackled. On that basis, this paper studies the predictive value of the alternative scales of quality in electronic commerce B2C: scale of perceptions, scale of difference (perception minus expectations) and scale of weighted differences. As a result, the measures of perceptions have more predictive value than other measures. However, the measures of expectations and the measures of importance have been considered for diagnostic proposes.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"566 1","pages":"671 - 687"},"PeriodicalIF":9.4,"publicationDate":"2006-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642060600850873","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59310834","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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