Pub Date : 1999-10-01DOI: 10.1080/02642069900000044
R. Brooks, Ian Lings, M. Botschen
This paper presents a model of internal service quality which is based on internal customer and internal supplier groups. The dimensions of internal service quality are identified and compared with the SERVQUAL dimensions of external service quality which have been proposed by Parasuraman et al. [1988]. The applicability of these internal service quality dimensions to different internal supplier - customer interactions is explored and it is discovered that at least two types of internal customers exist within the firm. Furthermore these internal customers use different criteria to evaluate the quality of the service which they receive from their internal suppliers.
{"title":"Internal Marketing and Customer Driven Wavefronts","authors":"R. Brooks, Ian Lings, M. Botschen","doi":"10.1080/02642069900000044","DOIUrl":"https://doi.org/10.1080/02642069900000044","url":null,"abstract":"This paper presents a model of internal service quality which is based on internal customer and internal supplier groups. The dimensions of internal service quality are identified and compared with the SERVQUAL dimensions of external service quality which have been proposed by Parasuraman et al. [1988]. The applicability of these internal service quality dimensions to different internal supplier - customer interactions is explored and it is discovered that at least two types of internal customers exist within the firm. Furthermore these internal customers use different criteria to evaluate the quality of the service which they receive from their internal suppliers.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"42 1","pages":"49-67"},"PeriodicalIF":9.4,"publicationDate":"1999-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000044","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319057","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 : 1999-07-01DOI: 10.1080/02642069900000037
Jiangfang Li, Shaojun. Huang
Theoretically, industrial structures have especial relevance to the stages of economic development. Using data of Chinese cities this article discusses the main factors influencing the growth of tertiary industry. Following the Chenery-Syrquin model, the authors estimate a series of regression equations combining these growth factors, which can help explain the formation of certain economic structures. The conclusion is that the important factors affecting the industrial structures of a local economy are the level of economic development, the amount of resources, the level of market development (‘marketabilisation '), as well as the features of the economy in an area.
{"title":"Research on the Evolution of the Tertiary Industry in the Major Cities in China","authors":"Jiangfang Li, Shaojun. Huang","doi":"10.1080/02642069900000037","DOIUrl":"https://doi.org/10.1080/02642069900000037","url":null,"abstract":"Theoretically, industrial structures have especial relevance to the stages of economic development. Using data of Chinese cities this article discusses the main factors influencing the growth of tertiary industry. Following the Chenery-Syrquin model, the authors estimate a series of regression equations combining these growth factors, which can help explain the formation of certain economic structures. The conclusion is that the important factors affecting the industrial structures of a local economy are the level of economic development, the amount of resources, the level of market development (‘marketabilisation '), as well as the features of the economy in an area.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"187-202"},"PeriodicalIF":9.4,"publicationDate":"1999-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000037","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319461","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 : 1999-07-01DOI: 10.1080/02642069900000031
R. Javalgi, P. Dion
State-of-the-art market segmentation is becoming an important strategic tool in the continuing evolution of the financial services industry. This article, focusing on a life cycle segmentation approach, indicates that the importance attributed to financial choice criteria and financial services varies as consumers pass through an orderly progression of life cycle stages. Thus, the results suggest that marketers in the financial services industry should adopt a life cycle marketing based system to more fully satisfy the needdwants of their customers.
{"title":"A Life Cycle Segmentation Approach to Marketing Financial Products and Services","authors":"R. Javalgi, P. Dion","doi":"10.1080/02642069900000031","DOIUrl":"https://doi.org/10.1080/02642069900000031","url":null,"abstract":"State-of-the-art market segmentation is becoming an important strategic tool in the continuing evolution of the financial services industry. This article, focusing on a life cycle segmentation approach, indicates that the importance attributed to financial choice criteria and financial services varies as consumers pass through an orderly progression of life cycle stages. Thus, the results suggest that marketers in the financial services industry should adopt a life cycle marketing based system to more fully satisfy the needdwants of their customers.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"74-96"},"PeriodicalIF":9.4,"publicationDate":"1999-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000031","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319303","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 : 1999-07-01DOI: 10.1080/02642069900000032
J. Gould-Williams
While product attributes serving as quality and value cues have been extensively researched, very little attention has been paid to the performance cues used by consumers when interacting with multiple employee groups during the service encounter: This article reports on a study which examined the impact of hotel employee performance cues on guest perception of service quality, value and guest loyalty to the hotel establishment. The results highlight the importance of identfying key performance cues in order to optimise guest perception of service quality as well as increasing guest loyalty to the hotel.
{"title":"The Impact of Employee Performance Cues on Guest Loyalty, Perceived Value and Service Quality","authors":"J. Gould-Williams","doi":"10.1080/02642069900000032","DOIUrl":"https://doi.org/10.1080/02642069900000032","url":null,"abstract":"While product attributes serving as quality and value cues have been extensively researched, very little attention has been paid to the performance cues used by consumers when interacting with multiple employee groups during the service encounter: This article reports on a study which examined the impact of hotel employee performance cues on guest perception of service quality, value and guest loyalty to the hotel establishment. The results highlight the importance of identfying key performance cues in order to optimise guest perception of service quality as well as increasing guest loyalty to the hotel.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"97-118"},"PeriodicalIF":9.4,"publicationDate":"1999-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000032","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319388","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 : 1999-07-01DOI: 10.1080/02642069900000027
Scott E. Sampson, M. Showalter
Services and products possess various attributes, some being more important than others. Importance-Performance Analysis (IPA) is a technique for prioritising attributes based on measurements of performance and importance. A weakness of IPA is that it conceptualises attribute importance as a scalar which is independent of attribute performance. In this article we theorise that importance is not adequately represented as a point estimate, but is a function of performance. When attribute performance changes, importance does also, which can change the relative priority of subsequent improvement efforts. Empirical results are presented which support our theory, The nature of the performance-importance response function is discussed, along with implications. Ideas for future research are also discussed, including application of the findings to quality modelling (SERVQUAL) and other decision support methodologies (Quality Function Deployment and the Analytic Hierarchy Process).
{"title":"The Performance-Importance Response Function: Observations and Implications","authors":"Scott E. Sampson, M. Showalter","doi":"10.1080/02642069900000027","DOIUrl":"https://doi.org/10.1080/02642069900000027","url":null,"abstract":"Services and products possess various attributes, some being more important than others. Importance-Performance Analysis (IPA) is a technique for prioritising attributes based on measurements of performance and importance. A weakness of IPA is that it conceptualises attribute importance as a scalar which is independent of attribute performance. In this article we theorise that importance is not adequately represented as a point estimate, but is a function of performance. When attribute performance changes, importance does also, which can change the relative priority of subsequent improvement efforts. Empirical results are presented which support our theory, The nature of the performance-importance response function is discussed, along with implications. Ideas for future research are also discussed, including application of the findings to quality modelling (SERVQUAL) and other decision support methodologies (Quality Function Deployment and the Analytic Hierarchy Process).","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"17 1","pages":"1-25"},"PeriodicalIF":9.4,"publicationDate":"1999-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000027","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319149","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 : 1999-07-01DOI: 10.1080/02642069900000028
K. Appiah-Adu
Recent years have witnessed a growth in the number of studies relating to service orgrrnisations. This steady stream of literature could be attributed to the continuous expansion of the service sector and its increasing contribution to the advancement of many economies. In this context, issues associated with marketing and performance outcomes which managers can influence directly have received a great deal of attention. This research focuses on an empirical investigation of the relationship between marketing effectiveness and customer retention performance in an attempt to contribute to the growing body of conceptual and empiricul knowledge on the links between marketing and performance among service firms. Drawing on our results which indicate a significant and positive association between marketing effectiveness and customer retention, implications of the findings for service firm managers as well as future research directions are subsequently discussed.
{"title":"Marketing Effectiveness and Customer Retention in the Service Sector","authors":"K. Appiah-Adu","doi":"10.1080/02642069900000028","DOIUrl":"https://doi.org/10.1080/02642069900000028","url":null,"abstract":"Recent years have witnessed a growth in the number of studies relating to service orgrrnisations. This steady stream of literature could be attributed to the continuous expansion of the service sector and its increasing contribution to the advancement of many economies. In this context, issues associated with marketing and performance outcomes which managers can influence directly have received a great deal of attention. This research focuses on an empirical investigation of the relationship between marketing effectiveness and customer retention performance in an attempt to contribute to the growing body of conceptual and empiricul knowledge on the links between marketing and performance among service firms. Drawing on our results which indicate a significant and positive association between marketing effectiveness and customer retention, implications of the findings for service firm managers as well as future research directions are subsequently discussed.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"26-41"},"PeriodicalIF":9.4,"publicationDate":"1999-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000028","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319208","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 : 1999-07-01DOI: 10.1080/02642069900000034
Adelina M. Broadbridge
{"title":"A Profile of Female Retail Managers: Some Insights","authors":"Adelina M. Broadbridge","doi":"10.1080/02642069900000034","DOIUrl":"https://doi.org/10.1080/02642069900000034","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"135-161"},"PeriodicalIF":9.4,"publicationDate":"1999-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000034","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319401","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 : 1999-07-01DOI: 10.1080/02642069900000036
C. Morelli
This article examines debates over the emergence of multiple retailers’ market power through the historical growth of relational contracting within British food retailing. The article documents the changing pattern of relational contracting. Contracting is suggested to adapt to changes in the importance of branded goods, own-label goods and asset specific investment in retailing outlets and logistics. In conclusion the article challenges the neo-classical view that markets are characterised by discrete classical contracting in favour of a view which emphasises firms’ risk minimising strategy based upon relational contracting and market power.
{"title":"Information Costs and Information Asymmetry in British Food Retailing","authors":"C. Morelli","doi":"10.1080/02642069900000036","DOIUrl":"https://doi.org/10.1080/02642069900000036","url":null,"abstract":"This article examines debates over the emergence of multiple retailers’ market power through the historical growth of relational contracting within British food retailing. The article documents the changing pattern of relational contracting. Contracting is suggested to adapt to changes in the importance of branded goods, own-label goods and asset specific investment in retailing outlets and logistics. In conclusion the article challenges the neo-classical view that markets are characterised by discrete classical contracting in favour of a view which emphasises firms’ risk minimising strategy based upon relational contracting and market power.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"175-186"},"PeriodicalIF":9.4,"publicationDate":"1999-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000036","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319440","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 : 1999-07-01DOI: 10.1080/02642069900000035
Ka‐shing Woo, Henry Fock
{"title":"Customer Satisfaction in the Hong Kong Mobile Phone Industry","authors":"Ka‐shing Woo, Henry Fock","doi":"10.1080/02642069900000035","DOIUrl":"https://doi.org/10.1080/02642069900000035","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"162-174"},"PeriodicalIF":9.4,"publicationDate":"1999-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000035","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319406","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 : 1999-07-01DOI: 10.1080/02642069900000033
P. Freathy, F. O’Connell
Airport retailing represents a global industry which is experiencing significant market growth. Accompanying this growth has been an increasingly complex set of retail trading relationships. This article examines how developments in the air transport industry have influenced the structure of retailing at airports. It then attempts to develop a typology of the different trading relationships that can operate within an airport. Four main forms are identified. The article then considers fiture influences upon the industry and the implications this has for the structure of European airport retailing.
{"title":"A Typology of European Airport Retailing","authors":"P. Freathy, F. O’Connell","doi":"10.1080/02642069900000033","DOIUrl":"https://doi.org/10.1080/02642069900000033","url":null,"abstract":"Airport retailing represents a global industry which is experiencing significant market growth. Accompanying this growth has been an increasingly complex set of retail trading relationships. This article examines how developments in the air transport industry have influenced the structure of retailing at airports. It then attempts to develop a typology of the different trading relationships that can operate within an airport. Four main forms are identified. The article then considers fiture influences upon the industry and the implications this has for the structure of European airport retailing.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"119-134"},"PeriodicalIF":9.4,"publicationDate":"1999-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000033","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319394","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}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：