Pub Date : 1999-01-01DOI: 10.1080/02642069900000011
B. Ian, Dawes Jillian
As providers of financial services aim to reduce costs and satisfy increasingly articulate customers, growth through acquisition or merger appears to provide them with the means to achieve these objectives. A significant aspect of merger is the legacy of cultural integration and the literature is replete with examples of mergers where cultural matters have been poorly managed. This paper argues that merging institutions may find that by matching cultural developments to the dynamics of the environment, significant competitive advantage can be gained. Far from creating dysfunctional turbulence, merger activity might instead provide the necessary trigger to stimulate cultural change.Financial service providers and other merging institutions are advised to extend their horizons beyond achieving, smooth integration to instilling a culture more in tune with the dynamics of the marketplace.
{"title":"Merger as a Trigger for Cultural Change in the Retail Financial Services Sector","authors":"B. Ian, Dawes Jillian","doi":"10.1080/02642069900000011","DOIUrl":"https://doi.org/10.1080/02642069900000011","url":null,"abstract":"As providers of financial services aim to reduce costs and satisfy increasingly articulate customers, growth through acquisition or merger appears to provide them with the means to achieve these objectives. A significant aspect of merger is the legacy of cultural integration and the literature is replete with examples of mergers where cultural matters have been poorly managed. This paper argues that merging institutions may find that by matching cultural developments to the dynamics of the environment, significant competitive advantage can be gained. Far from creating dysfunctional turbulence, merger activity might instead provide the necessary trigger to stimulate cultural change.Financial service providers and other merging institutions are advised to extend their horizons beyond achieving, smooth integration to instilling a culture more in tune with the dynamics of the marketplace.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"194-206"},"PeriodicalIF":9.4,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000011","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319431","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 : 1998-10-01DOI: 10.1080/02642069800000039
L. Harris, N. Piercy
This paper focuses on the marketing of professional services, and on the very specific context of barristers in the British legal professions. We examine the background provided by this sector of professional services, and then present the results of a set of qualitative investigations into the role of marketing as it is perceived by members of this profession, and identify a series of perceived by members of this profession, and identify a series of considering the implications of our findings for how marketing concepts can be productively employed in this area of activity and the needs for conceptual as well as practical extension, but remain largely pessimistic about the current prospects for extending marketing activities into the area of barristers’ marketing.
{"title":"Barriers to Marketing Development in the Barristers’ Profession","authors":"L. Harris, N. Piercy","doi":"10.1080/02642069800000039","DOIUrl":"https://doi.org/10.1080/02642069800000039","url":null,"abstract":"This paper focuses on the marketing of professional services, and on the very specific context of barristers in the British legal professions. We examine the background provided by this sector of professional services, and then present the results of a set of qualitative investigations into the role of marketing as it is perceived by members of this profession, and identify a series of perceived by members of this profession, and identify a series of considering the implications of our findings for how marketing concepts can be productively employed in this area of activity and the needs for conceptual as well as practical extension, but remain largely pessimistic about the current prospects for extending marketing activities into the area of barristers’ marketing.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"19-37"},"PeriodicalIF":9.4,"publicationDate":"1998-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000039","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318623","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 : 1998-10-01DOI: 10.1080/02642069800000046
N. O’Sullivan
The objective of this paper is to review the coexistence of mutual and proprietary insurance companies from a corporate governance perspective.The paper begins by reviewing the theoretical justification for the existence of mutual and proprietary companies in the insurance industry. The paper then examines the empirical evidence on insurance company performance and seeks to identify whether organisational structure influences managerial behaviour. Finally, the paper analyses the impactof insurance conversions (i.e. mutualisation and demutualisation) on the welfare of po1icyholders,shareholders and managers in order to identify whether the conversion process is motivated by efficiency or expropriation objectives.
{"title":"Ownership and Governance in the Insurance Industry: A Review of the Theory and Evidence","authors":"N. O’Sullivan","doi":"10.1080/02642069800000046","DOIUrl":"https://doi.org/10.1080/02642069800000046","url":null,"abstract":"The objective of this paper is to review the coexistence of mutual and proprietary insurance companies from a corporate governance perspective.The paper begins by reviewing the theoretical justification for the existence of mutual and proprietary companies in the insurance industry. The paper then examines the empirical evidence on insurance company performance and seeks to identify whether organisational structure influences managerial behaviour. Finally, the paper analyses the impactof insurance conversions (i.e. mutualisation and demutualisation) on the welfare of po1icyholders,shareholders and managers in order to identify whether the conversion process is motivated by efficiency or expropriation objectives.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"145-161"},"PeriodicalIF":9.4,"publicationDate":"1998-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000046","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318849","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 : 1998-10-01DOI: 10.1080/02642069800000038
K. Klassen, R. M. Russell, James J. Chrisman
Measuring performance in high contact services has proven difficult largely due to the fact that production and sales occur simultaneously and because the services provided are heterogeneous. This article shows that the simultaneity and heterogeneity of services need not detract from the usefulness of performance indicators. A discussion summarizing desirable and undesirable components of service efficiency and productivity indicators is included, and a measurement approach is proposed Using this new perspective on simultaneity and heterogeneity, services will be able to better track and improve performance.
{"title":"Efficiency and Productivity Measures for High Contact Services","authors":"K. Klassen, R. M. Russell, James J. Chrisman","doi":"10.1080/02642069800000038","DOIUrl":"https://doi.org/10.1080/02642069800000038","url":null,"abstract":"Measuring performance in high contact services has proven difficult largely due to the fact that production and sales occur simultaneously and because the services provided are heterogeneous. This article shows that the simultaneity and heterogeneity of services need not detract from the usefulness of performance indicators. A discussion summarizing desirable and undesirable components of service efficiency and productivity indicators is included, and a measurement approach is proposed Using this new perspective on simultaneity and heterogeneity, services will be able to better track and improve performance.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"1-18"},"PeriodicalIF":9.4,"publicationDate":"1998-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000038","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318611","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 : 1998-10-01DOI: 10.1080/02642069800000043
E. Gardener, P. Molyneux, B. Moore
This paper reviews the broad impact of the European SMP (Single Market Programme) and approach of EMU (European Monetary Union) on European bank strategies. Select but key aspects of the competitive strategies that banks might pursue in this ‘New Europe’ are then considered. Within this review; the key strategic question is explored whether banks necessarily have to be bigger in order to be more efficient and even ultimately to survive in a post-EMU world. It is argued thut efficiency considerations should dominnte over size per se. The strategic perspective that will be developed is to view EMU as the next stage on from the present SMF! This perspective avoids the mistake of visuulising any kind of EMU as likely to precipitate dramatic ‘breaks’ in the present strategic development of European banking. Since the SMP is well advanced, we already have some experience of the strategic reactions of banks towards a single European banking market; this provides a useful indicator of at least some of the broader bank strategic reactions that might be expected to EMU.
{"title":"The Strategic Implications of EMU for European Banking","authors":"E. Gardener, P. Molyneux, B. Moore","doi":"10.1080/02642069800000043","DOIUrl":"https://doi.org/10.1080/02642069800000043","url":null,"abstract":"This paper reviews the broad impact of the European SMP (Single Market Programme) and approach of EMU (European Monetary Union) on European bank strategies. Select but key aspects of the competitive strategies that banks might pursue in this ‘New Europe’ are then considered. Within this review; the key strategic question is explored whether banks necessarily have to be bigger in order to be more efficient and even ultimately to survive in a post-EMU world. It is argued thut efficiency considerations should dominnte over size per se. The strategic perspective that will be developed is to view EMU as the next stage on from the present SMF! This perspective avoids the mistake of visuulising any kind of EMU as likely to precipitate dramatic ‘breaks’ in the present strategic development of European banking. Since the SMP is well advanced, we already have some experience of the strategic reactions of banks towards a single European banking market; this provides a useful indicator of at least some of the broader bank strategic reactions that might be expected to EMU.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"87-108"},"PeriodicalIF":9.4,"publicationDate":"1998-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000043","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318737","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 : 1998-10-01DOI: 10.1080/02642069800000045
Doherty Liz, S. Lindsay
This article discusses the gap between men's and women's pay with particular reference to the hotel and catering industry. The general causes of pay inequality are reviewed and their relevance to hotel and catering assessed. The general conclusion is that the dismantling of the Wages Councils, the fragmentation of pay structures and the contracting out of Catering services are all likely to cause a deterioration in Women's pay relative to men's. Furthermore, the gap between the average pay of men and women is likely lo compare even less , favourably in the ,future. The effect of this deterioration may be masked if increasing numbers of men are forced to compete with women for low paid jobs in service industries.
{"title":"The Gap between Male and Female Pay: What Does the Case of Hotel and Catering Tell Us?","authors":"Doherty Liz, S. Lindsay","doi":"10.1080/02642069800000045","DOIUrl":"https://doi.org/10.1080/02642069800000045","url":null,"abstract":"This article discusses the gap between men's and women's pay with particular reference to the hotel and catering industry. The general causes of pay inequality are reviewed and their relevance to hotel and catering assessed. The general conclusion is that the dismantling of the Wages Councils, the fragmentation of pay structures and the contracting out of Catering services are all likely to cause a deterioration in Women's pay relative to men's. Furthermore, the gap between the average pay of men and women is likely lo compare even less , favourably in the ,future. The effect of this deterioration may be masked if increasing numbers of men are forced to compete with women for low paid jobs in service industries.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"126-144"},"PeriodicalIF":9.4,"publicationDate":"1998-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000045","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318785","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 : 1998-10-01DOI: 10.1080/02642069800000041
G. Foster, K. Newman
A econometric model was developed to study Japanese tourist arrivals in British Columbia. Based on quarterly tourist arrival statistics, this study also examined the stability of the parameters of the model over nine holding periods. It was found that the income and habit variables were significant in all the nine holding periods while the exchange rate variable only contributed to the explanation of the dependent variable in two particular periods. The study also found that the number of Japanese tourists has reached full capacity in the summer season, but there is still potential for growth in the winter season. Implications of the findings to the development of the Japanese tourists market in British Columbia were discussed.
{"title":"What is Service Quality When ‘Service’ Equals Regulation?","authors":"G. Foster, K. Newman","doi":"10.1080/02642069800000041","DOIUrl":"https://doi.org/10.1080/02642069800000041","url":null,"abstract":"A econometric model was developed to study Japanese tourist arrivals in British Columbia. Based on quarterly tourist arrival statistics, this study also examined the stability of the parameters of the model over nine holding periods. It was found that the income and habit variables were significant in all the nine holding periods while the exchange rate variable only contributed to the explanation of the dependent variable in two particular periods. The study also found that the number of Japanese tourists has reached full capacity in the summer season, but there is still potential for growth in the winter season. Implications of the findings to the development of the Japanese tourists market in British Columbia were discussed.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"51-65"},"PeriodicalIF":9.4,"publicationDate":"1998-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000041","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318679","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 : 1998-10-01DOI: 10.1080/02642069800000040
Takkee Hui, Chi-Ching Yuen
This paper focuses on the marketing of professional services, and on the very specific context of barristers in the British legal professions. We examine the background provided by this sector of professional services, and then present the results of a set of qualitative investigations into the role of marketing as it is perceived by members of this profession, and identify a series of perceived by members of this profession, and identify a series of considering the implications of our findings for how marketing concepts can be productively employed in this area of activity and the needs for conceptual as well as practical extension, but remain largely pessimistic about the current prospects for extending marketing activities into the area of barristers’ marketing.
{"title":"An Econometric Study on Japanese Tourist Arrivals in British Columbia and its Implications","authors":"Takkee Hui, Chi-Ching Yuen","doi":"10.1080/02642069800000040","DOIUrl":"https://doi.org/10.1080/02642069800000040","url":null,"abstract":"This paper focuses on the marketing of professional services, and on the very specific context of barristers in the British legal professions. We examine the background provided by this sector of professional services, and then present the results of a set of qualitative investigations into the role of marketing as it is perceived by members of this profession, and identify a series of perceived by members of this profession, and identify a series of considering the implications of our findings for how marketing concepts can be productively employed in this area of activity and the needs for conceptual as well as practical extension, but remain largely pessimistic about the current prospects for extending marketing activities into the area of barristers’ marketing.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"38-50"},"PeriodicalIF":9.4,"publicationDate":"1998-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000040","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318666","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 : 1998-10-01DOI: 10.1080/02642069800000042
P. Dion, R. Javalgi, Janet Dilorenzo-Aiss
The study empirically evaluated the Zeithaml et al. model of service expectations. Data on. service reliability was gathered from 267 auto repair service personnel who bought auto parts from manufacturer dealerships and independent suppliers. The model was partially successful in explaining customer perceptions of service quality and satisfaction. A significant finding was that buyers appear to tolerate a range of service performance and the size of this range is linked to service quality perceptions.
{"title":"An Empirical Assessment Of The Zeithaml, Berry And Parasuraman Service Expectations Model","authors":"P. Dion, R. Javalgi, Janet Dilorenzo-Aiss","doi":"10.1080/02642069800000042","DOIUrl":"https://doi.org/10.1080/02642069800000042","url":null,"abstract":"The study empirically evaluated the Zeithaml et al. model of service expectations. Data on. service reliability was gathered from 267 auto repair service personnel who bought auto parts from manufacturer dealerships and independent suppliers. The model was partially successful in explaining customer perceptions of service quality and satisfaction. A significant finding was that buyers appear to tolerate a range of service performance and the size of this range is linked to service quality perceptions.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"66-86"},"PeriodicalIF":9.4,"publicationDate":"1998-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000042","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318719","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 : 1998-10-01DOI: 10.1080/02642069800000044
S. Richard
In recent years the UK building society industry has seen increases in the competitive nature of financial services,especially from other non mutual intermediaries. The decreasein the availability of retail deposits, a traditional source of fundsfor building societies, has led many to consider. merging operations. It is the aim of this paper to determine whether there were eficiencies in merging by considering economies of costs in the industry. We discuss the averuge cost structure of the industry and estimate a cost equation that has no a prior theory regarding the underlying cost structure of societies. This equation allows a comparison with previous research of the industry that have followed specific modelling methodo1ogies.
{"title":"Economies of Cost in the UK Building Society Industry","authors":"S. Richard","doi":"10.1080/02642069800000044","DOIUrl":"https://doi.org/10.1080/02642069800000044","url":null,"abstract":"In recent years the UK building society industry has seen increases in the competitive nature of financial services,especially from other non mutual intermediaries. The decreasein the availability of retail deposits, a traditional source of fundsfor building societies, has led many to consider. merging operations. It is the aim of this paper to determine whether there were eficiencies in merging by considering economies of costs in the industry. We discuss the averuge cost structure of the industry and estimate a cost equation that has no a prior theory regarding the underlying cost structure of societies. This equation allows a comparison with previous research of the industry that have followed specific modelling methodo1ogies.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"109-125"},"PeriodicalIF":9.4,"publicationDate":"1998-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000044","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318771","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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