黑龙江省物流企业服务质量探析

黑龙江省物流产业正处于起步之后的上升态势,各类商品物资外运数量庞大,物流业市场需求较旺,有较好发展潜力和空间,然而要发展物流则服务需先行。以顾客感知物流服务质量为主线,结合前人对相关内容研究的理论和调查结果,分析出影响黑龙江省物流服务质量的五个维度,且这五个维度之间为并列关系。黑龙江省物流企业可以从订购质量、定制化服务质量、回应质量、交付质量、误差处理质量等方面增强物流服务质量,从而满足多样化的物流发展服务。     

A new service development integrated model

Several scholars have proposed a new service development (NSD) process but the failure rate of NSD is high, due to the lack of an efficient development process and customer orientation and input. Quality function deployment (QFD) is one of the structured methodologies that is used to translate customer needs into specific quality development, but the effect should be improved, especially when used in service industries applications. This research integrated Kano's model with QFD to categorize the attitude, and proposed a revised improved ratio to strengthen the rise in customer satisfaction, then through the revised gap model the gaps are evaluated to provide an indicator to the manager about the importance, priority and direction of the service development. Two illustrative cases are applied to this research, which proves the obvious contribution of this integrated model.     

Customer loyalty to newly opened cafés and restaurants in Malaysia

An extended review of the literature indicates that there is an insufficient number of past studies which test the SERVQUAL model (tangibles, reliability, responsiveness, assurance, empathy) in the food and beverage industry. Therefore, this research attempts to provide new insight into the impact of service quality on customer loyalty in the food and beverage industry. The purpose of the research is to determine the impact of service quality and price fairness on customer loyalty in the food and beverage industry in Penang, Malaysia. This article surveyed the customers of newly opened cafés and restaurants in Penang, Malaysia, by using a structured questionnaire. The research revealed that service quality (tangibles, reliability, assurance, and empathy) and price fairness have a positive relationship with customer loyalty. However, responsiveness had no relationship with customer loyalty. This article includes an additional independent variable, price fairness, to investigate customer loyalty.     

Improving Customer Service

Abstract

The article presents a framework for implementing a TQM-oriented management process that can enable an organization to achieve continuous quality enhancements at minimal cost while simultaneously increasing the marketability of the service. The modeled framework demonstrates how such quality improvements can be made possible by heightening employees' sensitivity towards details pertaining to the many aspects of the service delivery process. The incidence of customer dissatisfaction resulting from sheer insensitivity towards detail during the delivery of service is established through real-world examples of actual customer experiences with numerous services. The severity of the implications of customer dissatisfaction and defection on a firm's bottom line are highlighted. The role of nonverbal communication and the many relevant forms of such communication are examined. A nonverbal communication feedback-response process model is presented that can help align the service with the expectations of the customer in high-contact services. Finally, a comprehensive set of managerial requisites for the creation of an enabling service quality culture is also identified. The framework presented also shows how performance can be enhanced, and competitive advantage gained, by effectively shaping and servicing the customer satisfaction plane.     

Determining Relationship Quality in the Development of Business-to-Business Financial Services

ABSTRACT

The quality of relationships built with customers during the New Service Development (NSD) process is a current concern of researchers in relationship marketing (and NSD) and is particularly important in a highly competitive environment characterised by rapidly changing customer needs like the one of financial services. The primary relationship analyzed in relationship marketing is the one between seller and buyer, but the focal type of relationship for new product and service development is the one termed “the knowledge relationship” (Gummesson 2002), a relationship used to create knowledge. This paper reports the results of in depth qualitative research on the factors that impact on the quality of such relationships developed between new service developers and their customers during the NSD process of business-to-business financial services. Results show that the most important factors that affect relationship quality are: communication quality of the relationship; the development of strong relationship bonds; the quality of relationship partners; a strong customer orientation in NSD based on a proactive approach of relationship partners during the NSD process, and proficiency in knowledge brokering.     

Exploring manager’s perspective of service quality strategies in Malaysian Banking Industry

In service industry, the subject of service quality remains crucial as business strive to maintain a comparative advantage in the marketplace. In aftermath of globalization, the operating environment for banking industry has become more dynamic and competitive. Banks have evolved to become diversified financial providers instead of traditional banking-only service providers. With bank placing emphasis on a mutually beneficial bank–customer relationship, customer loyalty must be pursued through repeat purchases. Central to achieving this is often the quality of services offered by the bank should satisfy the customer’s needs. This article attempts to identify any service gaps in Malaysian banking industry and to recommend effective strategies to close these service gaps from bank mangers’ and executives perspectives based on GAPs Model of Service Quality (GAPs Model). Using qualitative data collected from interviews with 30 bank managers and executives, this article provides effectives strategies to close each of the gaps in GAPs Model. It is hoped that the empirical evidences and recommendations provided in this article shed some light to management of banks to improve upon their customer service quality in order to benefit from customer satisfaction, customer loyalty and other behavioural outcomes which will lead to greater competitive advantage and profitability to the banks concerned.     

Integrating Customer Satisfaction into the Strategic Marketing Plan

Demanding ever-increasing quality and value, consumers are having major impact on organizations. Ideally, marketing should be at the forefront of organizational change because of this new orientation to customer satisfaction. Marketing can increase its contribution to the organization to the extent it is able to integrate customer satisfaction into the strategic marketing plan. Manufactured products and delivered services generally arise from a need. As long as that need exists and it is fulfilled, the life of the business that procedures that product or service continues. Many businesses have faltered or even disappeared because they did not consistently keep customer needs, expectations, perceptions and attitudes as their first priorities in decision-making and planning. In a changing marketplace, focusing on customer satisfaction ensures a solid foundation on which continued growth and success can be built. This article presents a summary of the key concepts gathered from a review of recent literature on the customer satisfaction process. Examples are offered to illustrate that companies are integrating customer satisfaction to increase their competitive advantage. Finally, the article provides a framework for integrating customer satisfaction into the strategic marketing plan.     

The effects of service quality,perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country

The rapid growth of online purchasing in recent years has emphasized the accompanying role of home delivery service provided by delivery personnel in ensuring customer satisfaction. On-time delivery, better service, generating positive customer perceived value, and trust towards service providers are influential factors that contribute to customer satisfaction. The aim of the study was to investigate the effects of service quality of home delivery personnel and perceived value on customer satisfaction, with trust playing an intervening role. It was conducted in Dhaka, Bangladesh, a less developed country with a new but rapidly growing digital sector. Data was collected from 259 respondents who received home delivery service, using a structured questionnaire. The conceptual model was analysed using partial least square structural equation modelling (PLS-SEM) with SmartPLS tool. The findings revealed that service quality, customer perceived value, and trust influenced customer satisfaction. The relationship between service quality and customer satisfaction and the relationship between customer perceived value and satisfaction were both partially mediated by trust. The findings contribute to the development and validation of a trust-based satisfaction model by extending the SERVQUAL model to incorporate perceived value in the presence of trust, while complying with expectation disconfirmation theory This study provides insights for managers to develop reliability and build trust in their service delivery personnel.     

危机中物流企业服务项目新探

物流成为十大产业振兴规划的一员,旨在长期促进中国经济的发展。但是,由于第三方物流企业的物流服务的深度和广度有限,使企业危机重重。唯有满足客户、社会、行业的需求,开拓新的市场,才能在竞争中获得企业发展。因此,企业可以开展新的物流服务项目:第一,信息咨询服务,帮助企业将产品运往适销对路的地区;第二,商品展销服务,帮助工商企业缩短销售半径;第三,仓储超市服务,服务农村经济,提高农民生活质量;第四,物流集成服务,帮助企业做大做强。同时分析了当前实施这四个项目的条件。     

Public service quality and customer satisfaction: exploring the attributes of service quality in the public sector

Beyond the existing SERVQUAL-based research, the authors develop an alternative model of public service quality. The various sources of public service quality are explored and a new classification scheme formulated by using critical incidents technique. Four main qualities of public service are identified: process quality, outcome quality, design quality, and relationship quality. The findings suggest that the critical attributes of public service quality for customer satisfaction differ according to the types of customers in the public sector. Final customers (beneficiaries) give priority to the process and outcome qualities, whereas intermediary customers (social workers) have high regard for the design and relationship qualities.     

The Use of Logistic Regression Analysis to Evaluate Customer Satisfaction with a Telephone Hotline

Abstract

This article describes a method used to evaluate customer satisfaction with a telephone Hotline that, at the time of the study, received more than 200,000 calls annually. The statistical analysis, which is based on responses to a customer survey, specifies three logistic regression models as a set of recursive equations estimated in a two-stage process. The first stage analysis estimates two equations designed to measure service quality characteristics that contribute to customer satisfaction. The second stage analysis estimates the likelihood that customers were satisfied with their Hotline experience, as a function of the service quality characteristics and other factors. The results of the analysis provided several practical areas lor improving customer satisfaction with the Hotline.     

Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction

This article studies service quality and customer satisfaction in a context of multi-channel service distribution. The objective is to identify quality factors influencing the overall satisfaction of a multi-channel customer. A quantitative study was conducted among 445 customers mainly targeted on users of the traditional physical channel and online channel of a French retail bank. Using structural equation models with AMOS, the results show that perceived service quality in the virtual channel, perceived service quality in the traditional channel, and multi-channel integration quality have a positive influence on the overall satisfaction of the multi-channel customer.     

The impact of online customer satisfaction on the yahoo auction in Taiwan

In this article, the authors develop a conceptual model that links website quality, trust, merchandising, customer service, and online satisfaction for yahoo auction in Taiwan. The research objective is to provide initial evidence for the determinants of e-satisfaction (online satisfaction). We examine the role of web quality, trust, merchandising, and customer service in consumer online satisfaction assessments. This conceptual model is empirically tested from 350 consumers across a broader group of online shoppers on yahoo auction by means of internet surveys and structural equation analysis. The results show that the determinants of online trust are website quality, merchandising, and customer service. Website quality, trust, merchandising, and customer service have positive effects on online satisfaction for auction sites. The research findings were reported by discussing the implications of the findings and directions for future research.     

Perceived customer contact centre quality: conceptual foundation and scale development

Although the quality of the customer contact centre is pivotal for services, a thorough conceptualization and operationalization of perceived customer contact centre quality does not exist. The extensive scale development process moves from focus group sessions for item generation to exploratory and confirmatory factor analyses. Perceived customer contact centre quality consists of seven dimensions: reliability, empathy, customer knowledge, customer focus, waiting cost, user friendliness of the voice response unit, and accessibility. Compared with existing conceptualizations of service quality, perceived customer contact centre quality offers additional dimensions.     

An Integrated Model of Quality for Mass Services in the Context of the Ghanaian Retail Banking Sector

This study draws upon the service literature and operationalizes the investment model in the services domain to examine factors that contribute to customers’ desire to maintain service relationships with firms (i.e., retail banks) in an emerging economy in sub‐Saharan Africa: Ghana. We empirically test the explanatory power and robustness of the investment model using 218 customers of various banking institutions in Ghana. Results from partial least squares—structural equation modeling (PLS‐SEM)—reveal that (1) service quality is positively associated with customer satisfaction, investment size, and customer commitment; and (2) while customer satisfaction is positively associated with customer commitment, both investment size and quality of attractive alternatives are not associated with customer commitment. Interestingly, we found investment size to have a positive association with customer commitment only when fully mediated by customer satisfaction. Our model reveals that service quality and customer satisfaction predict 79.3% of the variation in customer commitment toward maintaining a service relationship with their retail banks. Discussion and managerial implications conclude the article. © 2015 Wiley Periodicals, Inc.     

Employee Flow as an Integrated and Qualitative System: Impact on Business-to-Business Service Quality

Purpose: This article develops and tests the effect of a complete model of employee flow on business-to-business (B2B) customer service outcomes.

Methodology: Employee flow in organizations refers to all inflows, outflows, and internal movements of staff, and is a crucial human resources area. However, research rarely deals with employee flow as a whole. Instead, studies generally limit themselves to individual employee flow aspects, such as employee turnover, and limit outcomes to internal organizational issues. This study employs hierarchical regression and structural equation to model the effect of an integrated and qualitative measure on B2B service quality through the INDSERV scale.

Findings: Employee flow, especially net outflows, affects service quality perceptions through various mediated relationships. Employee flow affects outcome quality through potential and soft process quality and impacts hard process quality through potential quality. Relationship frequency, supply chain integration of the customer, and environmental characteristics are significant moderators.

Research implications: The introduction of complete employee flow as a predictor variable is a research advance and can be extended to many research settings. Confirmation that INDSERV scales have an internal progression is new and informs future model building.

Practical implications: Managers, especially in bigger and service-oriented companies, might employ integrated employee flow indices as a practical management metric. The tendency of B2B processes to separate client and customer staff (e.g., through technological bridges and call centers) is discouraged by the finding that employee flow affects outcomes partly through soft process, relational quality. Managers should attend to frequency and customer integration.

Contribution: The use of integrated and qualitative employee flow models in modeling service outcomes, especially in B2B settings, is an original contribution, as is the hitherto untested progression within the subconstructs of the INDSERV B2B service quality scale.     

新零售企业多渠道整合服务质量对重购意愿的影响--顾客涉入度的调节作用

采取线上线下多渠道整合的零售模式已成为新零售企业主流模式,顾客重购意愿是新零售企业重要竞争力之一,也是衡量多渠道整合服务实施效果的重要标准。通过构建以顾客体验为中介的多渠道整合服务质量对重购意愿影响概念模型,引入顾客涉入度作为调节变量,经过调查分析384名在同一新零售企业线上线下渠道有购物经历的消费者,研究结论如下:多渠道整合服务质量对重购意愿有显著积极影响;多渠道整合服务质量对顾客体验有显著积极影响;顾客体验对顾客重购意愿有显著积极影响;顾客体验在多渠道整合服务质量与重购意愿之间起部分中介作用;顾客涉入度在多渠道整合服务质量与顾客体验关系中起正向调节作用。研究结论拓展了多渠道整合服务质量对重购意愿影响的内在机理,明确了顾客体验在其中的重要中介作用,探明了顾客涉入度在多渠道整合服务质量影响顾客体验过程中的重要调节作用。新零售企业既可以通过多渠道整合服务质量提升顾客重购意愿,也可以通过极致的顾客体验提升重购意愿,而且通过加强顾客涉入度管理可有效提升顾客体验与重购意愿。     

从家电企业谈顾客维系

随着家电市场竞争的日益激烈,顾客流失较为普遍,顾客的维度减弱已成为家电制造企业生存和发展中的最大困惑。产品质量缺陷、顾客对售后服务不满意、竞争对手夺走顾客、与顾客缺乏沟通是主要成因。有效防止顾客流失,企业应加快从＂以产品为核心＂向＂以顾客为中心＂转变,采取积极建立顾客档案、实施全面质量管理、提高服务质量、对顾客进行关联管理等有效措施,增强企业对顾客的维系度,降低顾客流失风险,提升市场竞争力。     

Performance-only measures vs. performance-expectation measures of service quality

There is a long debate over the superiority of performance-only measures vs. performance-expectation measures of service quality. This paper analytically derives the superiority conditions of the measures in predicting customer satisfaction. The conditions show that the superiority of the measures is determined by two factors. One is the strengths of linkages between the constructs (expectation, performance, and customer satisfaction) in the customer satisfaction formation process, and the other is customer heterogeneity in the evaluation of constructs in the process. The source of customer heterogeneity implies that the superiority is affected by the procedure for measuring service quality because the degree of customer heterogeneity in the evaluation of perceived and expected service quality may vary according to the measurement procedure.     

Developing the Causal Model of Online Store Success

This article introduces an Online Store Success Model (OSM) that reflects the characteristics of information systems, marketing, and e-commerce, and then empirically test the model. The OSM has five dimensions: system quality, information quality, service quality, trust, and customer loyalty. The model posits the causal relationships between the dimensions. In order to empirically test the model, a research model is developed and empirically analyzed by structural equation modeling using data from 244 customers on 69 online store websites. The results show that system quality significantly influences service quality and trust; information quality significantly influences service quality and customer loyalty; service quality also significantly influences trust and customer loyalty; and trust has a significant influence on customer loyalty.