Novelty-focussed document mapping to identify new service opportunities

Successful innovation in services is considered a key factor for organisational sustainability. However, existing customer- and expert-centric approaches are becoming time-consuming and labour-intensive as the number and complexity of services increase. To counter this, an instrument for service opportunity analysis based on quantitative data and systematic processes is proposed in line with the notions of service engineering. At the heart of the suggested approach is text mining to extract the meanings of service documents and the local outlier factor to identify novel services based on quantitative indicators. A case study of mobile services is exemplified. The suggested approach promotes consensus building for promising service opportunities and enhances the efficiency of the fuzzy front-end stages of new service development.     

Sustainability Issues in Transnational Education Service: A Conceptual Framework and Empirical Insights

ABSTRACT

Many transnational education (TNE) services have been operating successfully to export education. However, many other TNE programs and partnerships have also been terminated. TNEs' sustainability is under-researched; specifically, its sustainability from the contexts of strategic partnership considerations, all recognized TNE activities, and its sustainability indicators. This conceptual article analyzes literature on TNE partnership issues, the standardization-adaptation (StandAdapt) concept of international business strategy and sustainability issues, with an aim to establish an initial route to develop TNE services that would sustain business viability, centered on transnational market-specific conditions. The analysis suggests that there is a consistent interrelationship between different sustainability indicators and market orientation, which has implications for incorporating sustainability issues into TNE services and transnational strategies. An initial framework is proposed to develop TNE services in order to sustain TNE businesses. Some empirical insights are developed in support of this conceptual framework. Further research areas are discussed.     

Key determinants of sustainable smartcard payment

This paper aims at examining the sustainability of smartcard payment in retailing and consumer services. The analytical results of our survey data suggest that usefulness, ease of use, convenience, automatic add-value service, security, reliability, and participation of popular service providers have considerable effects on continuous use of smartcard payment. The present work empirically identifies and justifies the key determinants of sustainable smartcard payment from the consumer perspective. The findings provide managerial insights for the implementation of cutting-edge technology to enhance sales and service operations and make important contributions to research and practice in technology-based service innovation and service operations management.     

Consumer Perceptions of Sustainability: A Free Elicitation Study

While sustainability has long been conceptualized as comprising three pillars (ecological, economic, and social), extant research and practice tends to focus on the ecological dimension of sustainability. Sustainable products and services are often marketed as a proxy for “environmentally appropriate” without considering other dimensions. As a result consumers may be under the misconception that sustainability is a one-dimensional concept and the way that researchers and marketers are employing this term may be perpetuating this (mis)understanding. This research explores the way that consumers interpret this construct. The results lend support to the argument that a one-dimensional operationalization of sustainability may be underestimating the importance of the social, economic, and time dimensions in consumer perceptions.     

Sustainable Supply Chain Management Integration: A Qualitative Analysis of the German Manufacturing Industry

Firms are increasingly integrating sustainability into their supply chain management (SCM) practices. The goal is to achieve sustainable flows of products, services, information and capital to provide maximum value to all corporate stakeholders. Prior research on SCM integration has insufficiently addressed sustainability. The objective of this research is to provide for a coherent and testable model of sustainable supply chain management integration (SSCMI). By drawing on four cases from the German manufacturing industry, we seek to identify the most important factors that enable or impede the integration of sustainability into SCM.     

安徽省服务贸易竞争力分析

根据安徽省服务贸易的进出口数据,构建指标体系,运用定量分析的方法客观评价现阶段安徽省服务贸易竞争力水平。未来安徽省服务贸易可持续发展的对策是:积极发展第三产业,加快服务业体制创新;促进生产性服务业发展,加强服务业品牌建设;扩大服务业的有序开放,吸引外资更多流向服务业;保持承接产业转移的持续力,加大人才培养力度。     

Factors influencing foreign direct investment of South African financial services firms in Sub-Saharan Africa

This research investigates the key elements that South African financial services firms consider before making foreign direct investments in Sub-Saharan African (SSA) markets. The results show that South African financial services firms are most strongly influenced by the political and economic stability of the country in question as well as the profitability and long-term sustainability of its specific markets. The degree of available infrastructure in terms of Information and Communication Technology as well as the existence of credible financial systems was also viewed as highly important considerations before investing in SSA. Given the uncertainty and ambiguity of most SSA markets many South African financial services firms prefer to enter existing markets via a majority stakeholder joint venture with a local partner or via a new investment if the market does not currently exist. The nature of the financial services firm also seems to influence the entry method and once in a new country most firms seem to prefer a full service presence. Additionally, the key motives cited for expansion northward were to broaden revenue bases and improve profit margins as well as to stay close to local customers.     

ERP On Demand Platform

Platforms for SaaS-based enterprise applications are prospering and the number of on-demand ERP vendors is increasing. We combine both phenomena for the first time and illustrate how the integration of a sustainability benchmarking service into an on-demand ERP platform provides added value beyond pure cost savings. By applying a qualitative system dynamics approach we identify self-reinforcing mechanisms which allow a faster and more comprehensive market penetration compared to providing these services separately.     

Managerial Views of Corporate Impacts and Dependencies on Ecosystem Services: A Case of International and Domestic Forestry Companies in China

A line of research is emerging investigating the private sector impacts and dependencies on critical biodiversity and ecosystem services, and related business risks and opportunities. While the ecosystem services narrative is being forwarded globally as a key paradigm for promoting business sustainability, there is scarce knowledge of how these issues are considered at managerial level. This study thus investigates managerial views of corporate sustainability after the ecosystem services concept. We analyse interviews conducted with 20 managers from domestic and international forestry companies operating with a plantation-based business model in China. Content analysis was employed to analyse the data, with a focus on four key areas: (1) interviewee familiarity with the ecosystem services concept; (2) their views of corporate dependencies and impacts on ecosystem services; (3) related business risks and opportunities; and (4) viability of existing instruments and practices that can be employed in detecting and addressing business impacts and dependencies on ecosystem services. Through an inductive approach to the empirical findings, we refined a framework that holds operational value for developing company response strategies to ecosystem services impact/dependence assessment, ensuring that all issues are addressed comprehensively, and that related risks and opportunities are properly acknowledged.     

Boundary Spanners' Satisfaction with Organizational Support Services

SUMMARY

Internal services (i.e., support services) are an important form of organizational support for external boundary spanners (e.g., salespeople, customer service representatives). Internal services such as information systems, market research, training, accounting, and facilities support are intended to allow boundary spanners to better serve the firm's customer. Little research, however, has addressed factors that influence a boundary spanner's satisfaction with such services. The research presented here offers insight into how internal communication by both managers and service providers impacts a boundary spanner's satisfaction with support services. Results indicate that service provider and manager communications are largely complementary and that satisfaction with service outcomes, rather than service quality, appears to have an enduring impact upon a boundary spanner's overall job satisfaction. Implications for future research are addressed.     

Interpretive structural modeling for E-electricity utility service

Service quality has been recognized as one of the major factors for an organization's sustainability. It is one of the driving forces for an organization??s achievement. Service quality may be represented by the comparison between customers?? expectations of how a company or organization should perform and the customer??s perception of the service performance. For successful delivery of public services, use of online technology has rapidly become a benchmark for effective public sector management. Governments worldwide are attempting to harness the potential offered by these new technologies to create new dimensions of economic and social progress. The present article discusses the important aspects of customer's satisfaction in service quality of E-electricity utility service by interpretive structural modeling method.     

Happiness as a predictor of service quality and commitment for utilitarian and hedonic services

In services research, little attention has been devoted to long‐term intrinsic personality traits. Long‐term personality traits predict short‐term affective states and thus understanding them is important from a service standpoint. Further, identifying long‐term personality traits facilitates the targeting of customers who are predisposed to evaluate services in a positive manner. This study focuses on one long‐term affective trait, happiness, and examines its impact on service evaluation and commitment, as it has been shown that the level of happiness affects whether people perceive life events, both great and small, in a positive or negative manner. Three studies were conducted to research the issue. The first study shows that customers who are happier evaluate service quality in utilitarian services in a more positive manner than do customers who are less happy. The second study shows that for hedonic services, involvement serves as an antecedent to perceived service quality; happier customers are also more involved in hedonic services, and thus perceive service quality in a more positive manner. Study 3 examines the link between happiness and commitment and shows that customers who are happier are also more prone to be committed to hedonic services. These results contribute to the marketing literature by showing that customers are predisposed to evaluate service quality in line with their level of happiness in the case of both utilitarian and hedonic services. Thus, marketing scholars and practitioners ought to recognize that service quality and commitment are partially predetermined by the personality of the customer and that some customers are more difficult to please than others. © 2011 Wiley Periodicals, Inc.     

Exploring sustainability management for telecommunications services: A case study of two Korean companies

The concept of corporate sustainability management (CSM) has been widely addressed in academic and business fields. Many companies now implement CSM, and CSM performance can be a good reference for investors to assess a company. In spite of its importance and prevailing presence, few studies have been done on the sustainability management of telecommunications companies. In this paper, we explore the sustainability of two Korean telecommunications companies (telcos) by developing and applying a new integrated sustainability management index. We expect that our findings can be a good start for further practices and research in sustainability management for telecommunications services.     

Development of a service continance model with IT service antecedents

This study make provides service marketers, particularly those delivering information technology (IT) related service, with insight to the factors that consumers use when evaluating IT services. We develop a service continuance model that includes the antecedents of the consumer׳s decision to continue using information technology (IT) related services in a B2C service environment. Using data from the smart phone service consumers, a covariance-based structural equation modeling analysis is used to test the research model. Results from our empirical study suggest that the association between service usefulness and service continuation intention is fully mediated by service satisfaction. Though both system-service quality and customer-service quality are positively associated with service satisfaction, consumers of IT related services attach greater importance to system-service quality than to custom service quality. Likewise, the indirect path to service continuation intention is stronger in system-service quality than in customer-service quality. Our findings have practical implication for growing market share in IT related services by recognizing the importance of system-service quality in technology service delivery.     

The study of service innovation for digiservice on loyalty

Advocates of management of service innovation see this area as a new and promising research field. As services are increasingly becoming driving forces of economies, the introduction of new services to satisfy customer needs is becoming a critical issue for managers. This research attempts to address the consumer issue of service innovation. The research entails a comprehensive study of the impacts of service innovation on consumer loyalty in the digiservice context. The study examines service innovation loyalty from the consumer perspective; namely, technology leadership, service leadership, switching cost, brand equity, and customization. Personal interview data from 475 consumers provides the data for empirical hypothesis testing of the relationships between variables. The conceptual model investigates the relevant relationships among the constructs by using confirmatory factor analysis (CFA) and structural equation modeling (SEM). Findings from the research sample support the argument that technology leadership, service leadership, brand equity, and customization are the key determinants of loyalty. The paper also includes a discussion on the theoretical and managerial implications of the research findings.     

Sex-Typed Service Images: An Empirical Investigation of Self-Service Variables

This article presents a study of sex-typed service images based on gender research in marketing and service encounter theory. The purpose is to address the issues of how and why services as distinct from products acquire a sex-typed image. Two streams of research provide the variables hypothesized to influence sex- image determination: gender research provides individual variables related to the consumer him/herself, and service encounter research provides variables related to the service itself. Consumer variables include an individual's biological and psychological sex image and personal use, while service variables deal with the sex image of the firm's characteristic provider and typical customer. A study conducted to test the hypotheses that both sets of variables influence a service's sex-typed image is presented. Marketing implications for development and promotion of new services and re-positioning of extant ones are discussed.     

会计服务业服务创新模式的多案例研究

通过创新提升我国会计服务业的行业竞争力是迫切的现实需要,创新模式的研究是创新研究的基础,而现有服务创新模式缺乏应有的理论支撑。本文按照多案例研究方法,采用扎根理论的方法分析案例资料,对会计服务业的服务创新模式进行了探索性研究,得出先导型服务创新模式和反应型服务创新模式两类典型的服务创新模式,并对其内涵和特征进行深入剖析,还揭示了两类模式之间的相互关系和作用。本文为会计服务业的创新活动提供了直接的指导,并扩展了服务创新模式的研究。     

Customer satisfaction with service recovery

This commentary is about the article, “Satisfaction with Service Recovery: Perceived Justice and Emotional Responses” (Rio-Lanza, Vázquez-Casielles, and Diaz-Martin, this issue). Never before have so many services been bought, sold, and consumed as they are today. Competition today is fierce. More and more services include a technology component that may limit customer/employee contacts and make services more complex. Retaining customers, therefore, becomes a very relevant issue that makes Rio-Lanza et al.'s research important. Researchers in service management have studied service recovery considerably. This article describes some of the general trends in research about customer satisfaction in connection to service recovery as well as Rio-Lanza et al.'s contribution.     

Review and future directions of cross-cultural consumer services research

It is widely recognized that an increasing number of service firms are expanding into international markets. Many studies in the services marketing literature have focused on the identification and discussion of similarities and/or differences in consumer service experiences across nations and cultures. In this paper we review the relevant literature, address conceptual and methodological issues associated with extant cross-cultural consumer services research and suggest theories and approaches in regards to future research in the area. In addition, we introduce and discuss the concept of “cultural service personality” as a potential new theoretical perspective.