Pub Date : 1998-08-01DOI: 10.1080/02642069800000037
Alan I. Wilson
This paper aims to extend this literature by reporting on a programme of exploratory research which examines the role of mystery shopping in the measurement and management of the service delivery process across a number of service sectors
{"title":"The use of mystery shopping in the measurement of service delivery","authors":"Alan I. Wilson","doi":"10.1080/02642069800000037","DOIUrl":"https://doi.org/10.1080/02642069800000037","url":null,"abstract":"This paper aims to extend this literature by reporting on a programme of exploratory research which examines the role of mystery shopping in the measurement and management of the service delivery process across a number of service sectors","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"148-163"},"PeriodicalIF":9.4,"publicationDate":"1998-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000037","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318571","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 : 1998-07-01DOI: 10.1080/02642069800000033
K. Tyler, D. McGirr, E. Stanley
{"title":"Contextualising: Technology, Relationships and Time in a Financial Services Virtual Organisation","authors":"K. Tyler, D. McGirr, E. Stanley","doi":"10.1080/02642069800000033","DOIUrl":"https://doi.org/10.1080/02642069800000033","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"70-89"},"PeriodicalIF":9.4,"publicationDate":"1998-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000033","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318962","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 : 1998-07-01DOI: 10.1080/02642069800000034
E. Arnould, Linda L. Price, P. Tierney
{"title":"Communicative Staging of the Wilderness Servicescape","authors":"E. Arnould, Linda L. Price, P. Tierney","doi":"10.1080/02642069800000034","DOIUrl":"https://doi.org/10.1080/02642069800000034","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"90-115"},"PeriodicalIF":9.4,"publicationDate":"1998-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000034","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318999","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 : 1998-07-01DOI: 10.1080/02642069800000030
Anugus w. Laing, S. Cotton, R. Joshi, Gordaon Mornach, Mc kee Lorna
{"title":"The Buying Centre: Patterns of Structure and Interaction in Primary Health Care","authors":"Anugus w. Laing, S. Cotton, R. Joshi, Gordaon Mornach, Mc kee Lorna","doi":"10.1080/02642069800000030","DOIUrl":"https://doi.org/10.1080/02642069800000030","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"134 1","pages":"20-37"},"PeriodicalIF":9.4,"publicationDate":"1998-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000030","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318834","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 : 1998-07-01DOI: 10.1080/02642069800000036
H. Bussel
{"title":"Parental Choice of Primary School: An Application of Q-Methodology","authors":"H. Bussel","doi":"10.1080/02642069800000036","DOIUrl":"https://doi.org/10.1080/02642069800000036","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"135-147"},"PeriodicalIF":9.4,"publicationDate":"1998-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000036","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318559","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 : 1998-07-01DOI: 10.1080/02642069800000031
G. Elliott, William J. Glynn
{"title":"Segmenting Financial Services Markets for Customer Relationships: A Portfolio-Based Approach","authors":"G. Elliott, William J. Glynn","doi":"10.1080/02642069800000031","DOIUrl":"https://doi.org/10.1080/02642069800000031","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"38-54"},"PeriodicalIF":9.4,"publicationDate":"1998-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000031","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318899","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 : 1998-07-01DOI: 10.1080/02642069800000035
S. Grove, R. Fisk, Michael Dorsch
{"title":"Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination","authors":"S. Grove, R. Fisk, Michael Dorsch","doi":"10.1080/02642069800000035","DOIUrl":"https://doi.org/10.1080/02642069800000035","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"116-134"},"PeriodicalIF":9.4,"publicationDate":"1998-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000035","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319011","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1998-04-01DOI: 10.1080/02642069800000023
O. Omar
The retail distribution of new cars in the UK is controlled by a system of franchised dealerships. The relationship between the dealers and the manufacturer represents an individually agreed contract for selling new vehicles through the manufacturer'S selected dealers. Meanwhile, the number of franchised dealerships is in decline due to weak trading conditions in the UK new car market. This means that dealers have to compete for a reduced volume of new cars. This research paper empirically tests five hypotheses about the effects of incentive payments and management control on brand investment, retail level of service, and monitoring frequency of the dealer's business.It was found that high financial reward to the dealerships resulted in higher investment level in retail services. Management control costpositively affects monitoring frequency, and monitoring costs negatively affect service levels. It finds strong empirical support for the hypothesis that management control costs inversely affect manufacturer's monitoring frequency of the dealer's business. The paper analytically extended previous knowledge in management control cost relevant to new car retailing in the United Kingdom.
{"title":"Franchising Agreements in New Car Retailing: An Empirical Investigation","authors":"O. Omar","doi":"10.1080/02642069800000023","DOIUrl":"https://doi.org/10.1080/02642069800000023","url":null,"abstract":"The retail distribution of new cars in the UK is controlled by a system of franchised dealerships. The relationship between the dealers and the manufacturer represents an individually agreed contract for selling new vehicles through the manufacturer'S selected dealers. Meanwhile, the number of franchised dealerships is in decline due to weak trading conditions in the UK new car market. This means that dealers have to compete for a reduced volume of new cars. This research paper empirically tests five hypotheses about the effects of incentive payments and management control on brand investment, retail level of service, and monitoring frequency of the dealer's business.It was found that high financial reward to the dealerships resulted in higher investment level in retail services. Management control costpositively affects monitoring frequency, and monitoring costs negatively affect service levels. It finds strong empirical support for the hypothesis that management control costs inversely affect manufacturer's monitoring frequency of the dealer's business. The paper analytically extended previous knowledge in management control cost relevant to new car retailing in the United Kingdom.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"144-160"},"PeriodicalIF":9.4,"publicationDate":"1998-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000023","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59318714","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：