The service triad: modelling dialectic tensions in service encounters

Models of service encounters are often fraught with reductionism, describing business relationships as mathematical combinations of dyadic constellations. Metaphors of ideal social relationships (marriages or friendships) are highlighted to stress normative aspects of equal, balanced and long-term business partnerships. However, these approaches are limited in their analytical sensitivity, as they cannot address the complexity of multipart relationships, where meanings, roles and relationships are continuously constructed and reconstructed. In order to understand the ambivalent quality of business interactions, this article analyses the corporate travel market by applying Simmel's depiction of the triad as a specific social form. Triadic constellations and more complex service networks involve dialectic tensions, simultaneously exhibiting loyalty and disloyalty, trust and distrust, empowerment and disempowerment. It is argued that a qualitative methodology is a more adequate approach to grasp such dynamic and contextual social realities, because (opposed to a quantitative approach) it is not confined to operate with mutually exclusive analytical categories.     

How to support the management of intangibles

The main objective of this work is the application of the concept of intellectual capital to management for business development and innovation. Concretely, we propose strengthening the ‘Intellectus’ model of intellectual capital by combining it with a multicriteria methodology called the ‘analytic hierarchy process’. The proposed methodology seeks to facilitate decision making by managers in focusing actions and resources to innovate and improve the value of their services to their clients. In particular, an application was made to the banking service sector in Chile, to identify the intangibles of greater importance in loyalty-building of clients. We identified technological capital, human capital and business capital as the intangibles with the highest priorities.     

A novel framework for customer complaint management

Complaining is one option available to customers to express their dissatisfaction with inadequate services. Their complaints contain valuable information for service providers to improve customer relationships and operational quality, which can ultimately enhance business profitability. Customer complaints are frequently handled at the individual level, however, which addresses the symptoms rather than the causes of customer dissatisfaction. This paper presents a framework integrating a decision tree approach, a common data mining tool, into Six Sigma methodology to analyze customer complaints in aggregate and improve service quality by identifying and addressing the underlying causes of failed service. A case study of a restaurant chain was used to demonstrate the effectiveness of the proposed framework. The results indicated a significant (60%) decrease in the number of customer complaints received. Subsequent long-term benefits can be expected.     

Large and entangled: Italian business groups in the long run

This article, by using both a qualitative and quantitative approach, focuses on large business groups (BGs) in Italy. It provides a methodology of analysis which aims at re-constructing the boundaries and the relevance of BGs in a national economy in the long-run, identifying a country-specific taxonomy of both their forms and the rationales (logics) for their existence. By adopting an original methodology, that is the network analysis, and by using a large and comprehensive dataset (Imita.db), this article also provides some proxy measures of the relevance of the largest BGs in the Italian economy, something which has never been done before in Italian business history research. The analysis clearly shows the persistence of large and entangled BGs in the Italian economy. It confirms that this particular form of business organisation is neither limited to the less developed countries, nor is simply a second best functional substitute of the multi-divisional form diffused in the liberal market economies. Finally, this article also suggests a research itinerary which can also be fruitfully applied in business history to other specific cases.     

Strategic planning using service roadmaps

Although useful service planning tools exist, few focus on how to integrate service planning into business and technology planning from a longer perspective, which is essential for a firm to survive and grow in the current and future service environment. We suggest that technology roadmaps, initially developed as a long-term strategic planning tool in the manufacturing sector, can be a good solution for the service sector – and indeed are in use in the service sector under the label ‘service roadmaps'. To help more firms enjoy the benefits of the service roadmap concept, this research aims to develop a taxonomy of service roadmap forms. We investigate 93 service roadmaps and identify five dominant types. Then, we analyze the characteristics of each type to understand their current and possible future uses. Our research findings are expected to facilitate the wider use of service roadmaps as a complement to existing service planning tools.     

Enriching Student Experiences: Multi-disciplinary Exercises in Service-learning

This paper offers two unique service-learning approaches to developself-efficacy toward service and motivation for civic participation incollege business students. The exercises utilize methodologies providinghands-on experiences for students to meet social needs. They alsoprovide real-world settings for students to develop skills and personalgrowth relevant to their business careers. One exercise was used in anorganizational behavior course and the other in a legal environment ofbusiness course. Instructors may easily adapt either methodology toother business courses.     

The Effects of Commitment to Moral Self-improvement and Religiosity on Ethics of Business Students

Using survey methodology we examined the relationships between commitment to moral self-improvement (CMSI), religiosity, ethical problem recognition, and behavioral intentions in a sample of 242 business students. Results of the study suggest that CMSI predicts ethical problem recognition and behavioral intentions. Our findings also suggest that CMSI is positively related to religiosity. The study provides some evidence of CMSI being a mediator in the influence of religiosity on ethical problem recognition and behavioral intentions. Compared to religiosity, CMSI turned out to be a better predictor of perceived importance of ethics, ethical problem recognition, and ethical behavioral intentions. The results of the study have implications for increasing understanding of ethical decision-making, future studies of business ethics, and business ethics education.     

How technology advances influence business research and marketing strategy

Technology has a profound impact on business research, and especially on marketing, because (1) technology changes the way marketing managers do their job, (2) these changes lead to major changes in the topics that are important to study, and (3) technology provides new ways of doing research. The most important result of technological advance is the increasing impact of information technology, resulting in the growing importance of service and relationships in the economy. Future advances in marketing are likely to build from advances in technology and relating improvements in communicating, storing, and processing information about customers.     

An Investigation of Trust,Satisfaction, and Commitment on Repurchase Intentions in Professional Services

Abstract

The predictive ability of trust, satisfaction, and commitment regarding a customer's intent to retain professional service providers is explored. Trust, in business relationships, is typically perceived as a consequent of satisfaction and experience. However, professional service customers may be unable to commence relationships without trusting their providers; thus, the stance that trust leads to commitment may not hold. Given the difficulty that professional service customers have regarding their ability to assess their providers' trustworthiness, customers may take trust for granted once the relationship begins. Regression analyses suggest that professional service customers utilize satisfaction and commitment, rather than trust, to determine repurchase intentions.     

Network knowledge and business-relationship value in the foreign market

Based on the key assumptions that firms are opportunity seeking and that they gain critical knowledge operating in a network of relationships, this paper focuses on early expansion in foreign market networks. In particular, the paper examines the relation between experience and business-relationship value in a foreign market. While experience and experiential knowledge are central concepts in international business, little has been written about their effects on the value of business relationships. The paper formulates a set of interrelated hypotheses on the effects of international experience, experiential network knowledge and importance of customer and competitor knowledge on the value of business relationships in a foreign market. They are combined in a structural model, which is tested on a sample through LISREL. The main conclusion drawn from the study is that experiential network knowledge and knowledge about the importance of customers and competitors in the network influence the value of business relationships in a foreign market in different ways.     

The Impact of Consumer Confidence on Store Satisfaction and Share of Wallet Formation

For retailer managers, it is crucial to understand the relationships between customers’ store attribute evaluations, satisfaction, and share of wallet as well as how these relationships change over time depending on the business cycle. This study investigates this complex relationship using an extensive dataset for all grocery chains in the Netherlands over the period 2009–2012. Our findings indicate that retailers should not overemphasize the importance of a favorable price image in times of low consumer confidence. Instead, our study shows that the relationship between service attributes and customer satisfaction is stronger in periods with low consumer confidence.     

Competitive dynamics and business models in service business: a promising research subject

Successful firms create substantial value by doing things in ways that differentiate them from the competition. Business models reflect choices and their operating implications. They facilitate the analysis, testing, and validation of the cause-and-effect relationships that flow from the strategic choices. Due to business models are one of the main forces driving strategic renewal efforts of businesses around the world, we focus on service industry companies and their unique characteristics, with regard to new business and competition models that service companies use for strategic management and on how such models mesh with the traditional processes of competitive and corporative strategies.     

基于SLA的面向服务的基础设施

SOI/IaaS是指以服务的方式来提供基础设施的供给模型，它是云计算服务的重要基 础，而SLA协议成为了SOI发展的助推器。介绍了SLA@SOI小组的研究工作，主要是S LA@SOI小组中SLA协议的基本思想和该小组提出的基于SLA的SOI框架，并总结 了在该框架下管理基础设施的基本原理和基本过程。最后分析了该领域的未来发展方向。这 项研究对云计算有着极为重要的意义。     

Predictors of satisfaction with the succession process in family firms

Recent theoretical developments suggest that satisfaction with the succession process in family firms is enhanced by the incumbent's propensity to step aside, the successor's willingness to take over, agreement among family members to maintain family involvement in the business, acceptance of individual roles, and succession planning. Data from incumbent leaders and successors provide strong support for these relationships. Incumbents and successors disagree, however, about the importance of each other's role. This implies a need to align these strategic stakeholders' perceptions in the family firm. Our research methodology also highlights the importance of considering multiple stakeholder groups in conducting family firm research.     

Peculiarities of public sector clients in service innovations

This paper analyses knowledge-intensive business service firms and their innovation activities in the context of federal government procurement with empirical evidence from Swiss information technology firms. The paper contributes to the growing literature on knowledge-intensive business services by expanding the concept to also capture public sector clients. It focuses in particular on the ways in which having a public sector client influences a knowledge-intensive business service firm’s ability to innovate, opportunities for interactive learning with their clients, and ways in which having a public sector client allows a firm to diversify. The paper shows that having a federal agency as a client is quite different from a private sector client particularly with regard to multi-party systems on the client side, the importance of informal interactions, and the role of public reputation.     

A pragmatic service typology: capturing the distinctive dynamics of services in time and space

Many service classifications have provided helpful yet partial perspectives on the heterogeneity of services. This paper reconciles and integrates different earlier classifications into a new holistic typology of the service economy which is based on detailed statistical service sectors. Moreover, the paper assesses the empirical value of this taxonomy to capture the diversity of services development in time and space. A regional analysis of employment data in Germany provides evidence that knowledge intensive as well as business services follow very different sectoral and spatial dynamics than operational and consumer services. This typology yields differential insights in longitudinal and comparative regional analysis of the service economy.     

Innovative ways of raising funds and adding value: A stakeholder approach to whole business securitization

Whole business (WB) securitization is a corporate fundraising strategy that allows companies to realize the full value of their operating assets in cooperation with their stakeholders. In a WB securitization, the company raises funds by issuing securitization bonds backed by its operating assets. A characteristic feature of this funding strategy is that it allows investors to impose operating conditions which obligate the company to develop its business strategy and operations. Hence, investors can influence the branding and customer service practices, as well as the stakeholder relationships of the company. Herein, we outline how managers of the securitized assets and investors can add value by adopting a stakeholder approach to whole business securitization.     

Antecedents and Consequences of Perceived Importance of Ethics in Marketing Situations: A Study of Thai Businesspeople

Building on an existing framework concerning ethical intention, this research explores how Thai business people perceive the importance of ethics in various scenarios. This study investigates the relative influences of personal characteristics and the organizational environment underlying the Thai business people’s ethical perception. Corporate ethical values and idealism are shown to positively influence a Thai manager’s perceptions about the importance of ethics. While their ability to perceive the existence of an ethical problem is negatively influenced by relativism, it is positively impacted by their existing perceptions about the importance of ethics. Results also suggest positive relationships between perceived importance of ethics and perceived ethical problems with ethical intention. These results extend research in understanding the relationship between the antecedents and consequences of perceived importance of ethics within an economically growing non-Western culture.     

How Ethical Behavior of Firms is Influenced by the Legal and Political Environments: A Bayesian Causal Map Analysis Based on Stages of Development

Even though potential impacts of political and legal environments of business on ethical behavior of firms (EBOF) have been conceptually recognized, not much evidence (i.e., empirical work) has been produced to clarify their role. In this paper, using Bayesian causal maps (BCMs) methodology, relationships between legal and political environments of business and EBOF are investigated. The unique design of our study allows us to analyze these relationships based on the stages of development in 92 countries around the world. The EBOF models structured through BCMs are used to explain how EBOF in a given country group are shaped by how managers perceive political, legislative, and protective environments of business in these countries. The results suggest that irregular payments and bribes are the most influential factors affecting managers’ perceptions of business ethics in relatively more advanced economies, whereas intellectual property protection is the most influential factor affecting managers’ perceptions of business ethics in less-advanced economies. The results also suggest that regardless of where the business is conducted in the world, judicial independence is the driving force behind managers’ perceptions of business ethics. In addition, the results of this study provide further support for scholars who argue that business ethics is likely to vary among countries based on their socio-economic factors. In addition to its managerial implications, the study provides directions for policy makers to improve the ethical conduct of businesses in their respective countries.     

Rituals in managing extrabusiness relationships in international project marketing: a conceptual framework

The current craze for the so-called relationship marketing in business markets must not mask the fact that, beyond economic and technological interdependencies between companies, business relationships are also made up of social interactions. This social dimension often escapes the attention of marketing theorists although it is of major importance in the management of business relationships. On the basis of an investigation into international project activities, this article develops a ritual approach for managing the extrabusiness phase of business relationships. This ritual approach allows us to build a framework designed to encapsulate and, possibly, manage the many faces of the social dimension of business relationships.