Pub Date : 1999-01-01DOI: 10.1080/02642069900000005
André Barcet, J. Bonamy
Much hope has been laid in local services as a potential source of job creation and as a possible means of reintegration for those who have been excluded from the labour market. The relatively numerous experiments that have been developed in France, especially at a local level and with the support of the State, which has sought to make part of the potential demand viable, seem to have failed to meet up to these expectations, leaving an impression of half-success or half-failure. After defining the notion of local services, the article looks at the very conditions that govern the existence of a market for such services. It will endeavour to show, based on examples and typologies, that a new production model seems to be emerging and this in turn raises the question of the economic and social regulation of these services for which the local dimension has a fundamental role to play.
{"title":"Local Services: Conditions for the Development of the Market","authors":"André Barcet, J. Bonamy","doi":"10.1080/02642069900000005","DOIUrl":"https://doi.org/10.1080/02642069900000005","url":null,"abstract":"Much hope has been laid in local services as a potential source of job creation and as a possible means of reintegration for those who have been excluded from the labour market. The relatively numerous experiments that have been developed in France, especially at a local level and with the support of the State, which has sought to make part of the potential demand viable, seem to have failed to meet up to these expectations, leaving an impression of half-success or half-failure. After defining the notion of local services, the article looks at the very conditions that govern the existence of a market for such services. It will endeavour to show, based on examples and typologies, that a new production model seems to be emerging and this in turn raises the question of the economic and social regulation of these services for which the local dimension has a fundamental role to play.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"80-95"},"PeriodicalIF":9.4,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000005","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319306","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 : 1999-01-01DOI: 10.1080/02642069900000002
Christian du Tertre
The article stresses the place of ‘intangible and interpersonal’ services in French growth and employment. Major obstacles prevent the development of this class of'activities, based on the existence of a ‘service relationship’: the fact that supply and demand are not built separately, the need to assess and professionalise supply, and the adjustment o f working hours. Therefore, new tools in economics policies have to be experimented with. Industrial sectors are also increasingly being affected by the role of the service relationship. This highlights the importance of a new work pattern.
{"title":"Intangible and Interpersonal Services: Toward New Political Economy Tools. The French Case","authors":"Christian du Tertre","doi":"10.1080/02642069900000002","DOIUrl":"https://doi.org/10.1080/02642069900000002","url":null,"abstract":"The article stresses the place of ‘intangible and interpersonal’ services in French growth and employment. Major obstacles prevent the development of this class of'activities, based on the existence of a ‘service relationship’: the fact that supply and demand are not built separately, the need to assess and professionalise supply, and the adjustment o f working hours. Therefore, new tools in economics policies have to be experimented with. Industrial sectors are also increasingly being affected by the role of the service relationship. This highlights the importance of a new work pattern.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"18-34"},"PeriodicalIF":9.4,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000002","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319190","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 : 1999-01-01DOI: 10.1080/02642069900000009
K. Appiah-Adu, Satyendra Singh
In recent years there has been rnuch ern1 hasi.s on the need for service firms to develop an orgatzisational culture which facilitates the successful implementation of marketing activities. This issue is considered critical for the delivery of .sewices given the degree of interaction between the firm and its customers, and the proclamation by marketing academics and managers that a strong marketing culture will lead to customer satisfaction. This article reports on an empirical investigation into the relationship between UK service firms' marketing culture and performance. The results link marketing culture to customer satisfaction, customer retention and profitability. implications of these findings for managers are suh.sequent1 discussed along with directions for future research.
{"title":"Marketing Culture and Performance in UK Service Firms","authors":"K. Appiah-Adu, Satyendra Singh","doi":"10.1080/02642069900000009","DOIUrl":"https://doi.org/10.1080/02642069900000009","url":null,"abstract":"In recent years there has been rnuch ern1 hasi.s on the need for service firms to develop an orgatzisational culture which facilitates the successful implementation of marketing activities. This issue is considered critical for the delivery of .sewices given the degree of interaction between the firm and its customers, and the proclamation by marketing academics and managers that a strong marketing culture will lead to customer satisfaction. This article reports on an empirical investigation into the relationship between UK service firms' marketing culture and performance. The results link marketing culture to customer satisfaction, customer retention and profitability. implications of these findings for managers are suh.sequent1 discussed along with directions for future research.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"152-170"},"PeriodicalIF":9.4,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000009","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319379","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 : 1999-01-01DOI: 10.1080/02642069900000001
J.De Bandt
This article is about the fundamental changes which economic systems are undergoing, upon entering the information age.Economic theory, built on the ‘industrial’ paradigm, is not adapted to the new realities of service relations or informational service activities. Because of the rapidly increasing importance of services, many parts of economic theory can be shown not to be relevant and, because of some essential differences, not to be adaptable. A new ‘information’ paradigm is needed, corresponding to the decisive character of ‘knowledge production’ in the creation of values and wealth. The article discusses at some length the new concept of labour; and some of the implications.
{"title":"The Concept of Labour and Competence Requirements in a Service Economy","authors":"J.De Bandt","doi":"10.1080/02642069900000001","DOIUrl":"https://doi.org/10.1080/02642069900000001","url":null,"abstract":"This article is about the fundamental changes which economic systems are undergoing, upon entering the information age.Economic theory, built on the ‘industrial’ paradigm, is not adapted to the new realities of service relations or informational service activities. Because of the rapidly increasing importance of services, many parts of economic theory can be shown not to be relevant and, because of some essential differences, not to be adaptable. A new ‘information’ paradigm is needed, corresponding to the decisive character of ‘knowledge production’ in the creation of values and wealth. The article discusses at some length the new concept of labour; and some of the implications.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"1-17"},"PeriodicalIF":9.4,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000001","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318858","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 : 1999-01-01DOI: 10.1080/02642069900000006
R. Richardson, J. Marshall
This article exarnres the char-crcter c.f cull centres, which ut-euttractirzg considerable interest among economic cleveloprnen agencies seeking to attract inward irzvestment. The paper examines the type of eniployment provided in call centres, their locational requirenzents ancl their wider- impact orz loccrl economies. It is argued that irlformation and communications technologies (ICTs) are allowitlg these telesewice firrns to develop in new locations, but that call centres remain constrained in their locational choices especially because ofthe uneven distributiori of labour: It is concluded that call centres providing teleservices contribute to local economic developmerzt, but the employnzent created on the whole terzcls to be of low quality. Few mancrgeriul, professional or teclznical jobs errs created in rnost call centres, and there crre few local spin-offs. Inrvard irvestment by these sorts of services in less-fnvoured areas displays many of !he drawbacks associated tvith trcrditionul inanfacturing inward investment.
{"title":"Teleservices, Call Centres and Urban and Regional Development","authors":"R. Richardson, J. Marshall","doi":"10.1080/02642069900000006","DOIUrl":"https://doi.org/10.1080/02642069900000006","url":null,"abstract":"This article exarnres the char-crcter c.f cull centres, which ut-euttractirzg considerable interest among economic cleveloprnen agencies seeking to attract inward irzvestment. The paper examines the type of eniployment provided in call centres, their locational requirenzents ancl their wider- impact orz loccrl economies. It is argued that irlformation and communications technologies (ICTs) are allowitlg these telesewice firrns to develop in new locations, but that call centres remain constrained in their locational choices especially because ofthe uneven distributiori of labour: It is concluded that call centres providing teleservices contribute to local economic developmerzt, but the employnzent created on the whole terzcls to be of low quality. Few mancrgeriul, professional or teclznical jobs errs created in rnost call centres, and there crre few local spin-offs. Inrvard irvestment by these sorts of services in less-fnvoured areas displays many of !he drawbacks associated tvith trcrditionul inanfacturing inward investment.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"96-116"},"PeriodicalIF":9.4,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000006","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319314","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 : 1999-01-01DOI: 10.1080/02642069900000003
W. Beyers, D. Lindahl
The concept of flexibility is now widely used in describing contemporary production systems in manufacturing, but has yet to be extensively measured in the producer services. In this article we explore several aspects of flexibility in a sample of producer service businesses. We document the structure of the labour force in these businesses, and how this labour force structure is changing over time. We also focus on the degree of flexibility in the organisation of the production process, and on the dynamic nature of the service being produced. In addition to exploring why firms are changing their offerings of services over time, we also present information on their utilisation of outside specialists, and on the prevalence of collaboration with other businesses.
{"title":"Workplace Flexibilities in the Producer Services","authors":"W. Beyers, D. Lindahl","doi":"10.1080/02642069900000003","DOIUrl":"https://doi.org/10.1080/02642069900000003","url":null,"abstract":"The concept of flexibility is now widely used in describing contemporary production systems in manufacturing, but has yet to be extensively measured in the producer services. In this article we explore several aspects of flexibility in a sample of producer service businesses. We document the structure of the labour force in these businesses, and how this labour force structure is changing over time. We also focus on the degree of flexibility in the organisation of the production process, and on the dynamic nature of the service being produced. In addition to exploring why firms are changing their offerings of services over time, we also present information on their utilisation of outside specialists, and on the prevalence of collaboration with other businesses.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"35-60"},"PeriodicalIF":9.4,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000003","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319261","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 : 1999-01-01DOI: 10.1080/02642069900000004
P. Sjøholt
In this article some light is shed on educational background and competence in advanced producer services on two analytical levels: ( 1 ) at the macro level, by cross-tabulating educational background of the work force in banking and finance and in consultancy activities and their location in the urban hierarchy in Norway at the 1990 Census; (2) at the micro level, by inquiring more minutely into the quality and qualifications of the work force, including upgrading of competence beyond formal educational background of employees. This is obtained through in-depth studies which are not necessarily representative. As expected, the macro level study disclosed a markedly higher educational level in consultancy as compared to banking and finance, but with less regional polarisation in the former than in the latter activity. The micro level inquiry, restricted to the consultancy sectoq showed continued upgrading of formal competence over time. Both internal and external measures are being used to upgrade the ability of staff by an increasing alliance building, networking and exchange, this practice being most widespread among the most specialised metropolitan firms.
{"title":"Skills in Services. The Dynamics of Competence Requirement in Different Types of Advanced Producer Services. Some Evidence from Norway","authors":"P. Sjøholt","doi":"10.1080/02642069900000004","DOIUrl":"https://doi.org/10.1080/02642069900000004","url":null,"abstract":"In this article some light is shed on educational background and competence in advanced producer services on two analytical levels: ( 1 ) at the macro level, by cross-tabulating educational background of the work force in banking and finance and in consultancy activities and their location in the urban hierarchy in Norway at the 1990 Census; (2) at the micro level, by inquiring more minutely into the quality and qualifications of the work force, including upgrading of competence beyond formal educational background of employees. This is obtained through in-depth studies which are not necessarily representative. As expected, the macro level study disclosed a markedly higher educational level in consultancy as compared to banking and finance, but with less regional polarisation in the former than in the latter activity. The micro level inquiry, restricted to the consultancy sectoq showed continued upgrading of formal competence over time. Both internal and external measures are being used to upgrade the ability of staff by an increasing alliance building, networking and exchange, this practice being most widespread among the most specialised metropolitan firms.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"61-79"},"PeriodicalIF":9.4,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000004","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319271","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 : 1999-01-01DOI: 10.1080/02642069900000010
P. McGoldrick, Erica J. Betts, Alexandra Wilson
In recent years there has been rnuch ern1 hasi on the need for service firms to develop an orgatzisational culture which facilitates the successful implementation of marketing activities. This issue is considered critical for the delivery of .sewices given the degree of interaction between the firm and its customers, and the proclamation by marketing academics and managers that a strong marketing culture will lead to customer satisfaction. This article reports on an empirical investigation into the relationship between UK service firms' marketing culture and performance. The results link marketing culture to customer satisfaction, customer retention and profitability. implications of these findings for managers are suh sequential discussed along with directions for future research.
{"title":"Modelling Consumer Price Cognition: evidence from discount and superstore sectors","authors":"P. McGoldrick, Erica J. Betts, Alexandra Wilson","doi":"10.1080/02642069900000010","DOIUrl":"https://doi.org/10.1080/02642069900000010","url":null,"abstract":"In recent years there has been rnuch ern1 hasi on the need for service firms to develop an orgatzisational culture which facilitates the successful implementation of marketing activities. This issue is considered critical for the delivery of .sewices given the degree of interaction between the firm and its customers, and the proclamation by marketing academics and managers that a strong marketing culture will lead to customer satisfaction. This article reports on an empirical investigation into the relationship between UK service firms' marketing culture and performance. The results link marketing culture to customer satisfaction, customer retention and profitability. implications of these findings for managers are suh sequential discussed along with directions for future research.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"171-193"},"PeriodicalIF":9.4,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000010","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319420","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 : 1999-01-01DOI: 10.1080/02642069900000029
A. Sargeant, Mahadzirah Mohamad
This article reports the findings ofa postal survey of 200 of the UK's largest hotel groups. The results clearly indicate that many organisations have yet to achieve a market orientation and that a focus on competitors is frequently absent. Thirty five per cent of hotels remain sales oriented, although no adverse effects on performance would yet appear to be evident. This study found no link between the degree o f market orientation attained and the performance o f the business as measured by profitability and turnover.
{"title":"Business performance in the UK hotel sector - does it pay to be market oriented?","authors":"A. Sargeant, Mahadzirah Mohamad","doi":"10.1080/02642069900000029","DOIUrl":"https://doi.org/10.1080/02642069900000029","url":null,"abstract":"This article reports the findings ofa postal survey of 200 of the UK's largest hotel groups. The results clearly indicate that many organisations have yet to achieve a market orientation and that a focus on competitors is frequently absent. Thirty five per cent of hotels remain sales oriented, although no adverse effects on performance would yet appear to be evident. This study found no link between the degree o f market orientation attained and the performance o f the business as measured by profitability and turnover.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"42-59"},"PeriodicalIF":9.4,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000029","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319222","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 : 1999-01-01DOI: 10.1080/02642069900000007
M. Longe
Because mobile telephony develops oral communication between a service provider and its customers and between the different employees in the firm, irrespective of the physical location of the actors, it makes the role of oral interaction in servuction more dynamic. Considered an innovation which necessarily undergoes an iterative process of integration, use of mobile telephony leads some service providers to challenge the shape of customer's participation in the process of servuction and the ways in which staff work.
{"title":"Servuction and Mobile Telephony","authors":"M. Longe","doi":"10.1080/02642069900000007","DOIUrl":"https://doi.org/10.1080/02642069900000007","url":null,"abstract":"Because mobile telephony develops oral communication between a service provider and its customers and between the different employees in the firm, irrespective of the physical location of the actors, it makes the role of oral interaction in servuction more dynamic. Considered an innovation which necessarily undergoes an iterative process of integration, use of mobile telephony leads some service providers to challenge the shape of customer's participation in the process of servuction and the ways in which staff work.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"117-132"},"PeriodicalIF":9.4,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000007","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319326","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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