Improving Service Quality in Person-to-Person Encounters: Integrating Findings from a Multi-disciplinary Review

Although the core of most services is a person-to-person encounter, we still know very little about its underlying mechanisms as very few models or theories have been developed for these dynamic interactions between persons. An holistic approach to quality improvement is therefore suggested. Different prototypical person-to-person encounters may be studied on different levels and interfaces in service operations to eliminate inconsistencies. The aim of this contribution is to review some recent research findings for person-to-person encounters from the neighbouring management fields of services, operations and human resources in order to draw together their strategic implications for service managers. Some ontological and methodological considerations of studying person-to-person encounters from a qualitative perspective are discussed. The outline of a multi-disciplinary and learning-centred research approach is also suggested. Findings are integrated by a model of four generic and strategic processes for quality improvement in service operations. Finally, some implications for managers are proposed.     

Research in marketing in Europe: Some reflections on its setting,accomplishments and challenges

In this paper we present some reflections on the development and state of research in marketing in Europe. After briefly putting European research in a historical perspective, we devote a major section to discussing the institutional setting in which research takes place. We believe that the institutional setting is a crucial determinant of research. We then discuss numumber of European research accomplishments. We essentially limit ourselves to marketing models and industrial marketing, our own major areas of interest. In the final section we list some challenges for the future and discuss how they could be turned into opportunities.     

Internationalisation of Japanese professional business service firms

This paper explores the internationalisation of Japanese professional business service (PBS) firms. The UK was chosen as the geographical area of study due to the large number of Japanese foreign direct investments over the last 20 years. A comparative study of Japanese and Western service providers was conducted in the UK in spring 2002 to ascertain if there are any significant differences in their ways of doing business with Japanese clients. The preliminary results show that Japanese firms tend to be very small in the UK in terms of both size and market share. They seem also to be tightly connected with Japanese businesses operating in the UK.     

Inventory control in environments with seasonal demand

In the traditional reorder point model no consideration is taken to variations in demand. The purpose of this paper is to present an extended reorder point model based on an assumption of stationary demand suitable for ERP systems and capable of taking such considerations. The purpose is also to assess potential benefits of using the model by means of simulation and to provide some rough heuristic guidelines for the practitioner regarding when to use this model rather than the traditional one. The result from the assessment indicates that even in cases with a low degree of seasonality it is of significant importance to consider seasonal variations when calculating the demand during the lead time part of the reorder point to be able to achieve targeted service levels. Considering seasonal demand when calculating safety stocks and order quantities is basically only of significant importance in cases when the degree of seasonality is high.     

TFP change and its components for Swedish manufacturing firms during the 2008–2009 financial crisis

Journal of Productivity Analysis - A driving force of economic development is growth in total factor productivity (TFP). Manufactured goods are, to a large extent, exports, and represent an...     

Marketing investments and market investments in industrial networks

A large and increasing share of company resources is devoted to marketing activities. To a large extent those activities are of a long term nature. There are long term, intertemporal dependence relations between marketing activities and their consequences. It is important both for marketing practice and marketing theory to develop tools for analyses of such relations in marketing. In business, intertemporal relations are frequently analysed within an investment process framework and it seems fruitful to apply such a framework to the analysis of marketing activities. The main purpose of this article is to make such an analysis.     

Knowing how to use and understand recipes: What arithmetical understanding is needed when students with mild intellectual disabilities use recipes in practical cooking lessons in Home Economics?

The aim of this study was to explore what arithmetical understanding is needed when students with mild intellectual disabilities use recipes during practical cooking lessons in Home Economics. The settings were compulsory schools in Sweden attended by students with intellectual disabilities. Sixteen lessons in Home Economics during which cooking took place were observed. In total, 37 students and three teachers participated. All students had a mild intellectual disability. Their ages varied, but most were between 13 and 14 years old. The sociocultural perspective on learning, combined with a literacy framework, was used as a theoretical foundation for the study. Main findings are that students need an arithmetical understanding of (i) how to interpret numbers, (ii) how to interpret and use units, and (iii) how to compute when using recipes. The knowledge and skills needed to be able to use a recipe are featured in the concept recipe literacy, capturing both theoretical, declarative knowledge and the more practical, procedural knowledge. Recipe literacy can be used to theorize the use of recipes when learning to cook, as in Home Economics.