An innovative service quality evaluation and improvement model

Importance-performance analysis (IPA) is a popular approach used by firms to focus resources on crucial attributes, reduce expenditure on non-critical ones and develop improvement and innovation strategies accordingly. However, IPA develops quality improvement plans based on inaccurate assumptions about the independence between importance and performance and lacks clear measurement standards, which may lead to inappropriate recommendations. IPA also does not account for desired versus adequate service. Therefore, this study proposes an innovative framework that integrates the advantages of IPA, the zone of tolerance concept, and Kano’s model. A case study conducted in a wealth management department in the banking industry demonstrates the effectiveness of the proposed methodology. The results indicate that the proposed approach recommends optimal service strategies to managers and outperforms traditional IPA.     

In search of leisure time: An endogenous growth model with leisure services

Starting from the Ladrón‐de Guevara et al.’s framework, we develop a model with an additional sector for the production of leisure services. By introducing consumption of leisure services as a time‐consuming activity, our model generalizes the standard time allocation problem whereby total available time can be allocated between work, education, free time and leisure activities. We analytically characterize the balanced growth paths of the model, particularly in terms of time allocation and growth. Our comparative analysis of different service economies assumed at equilibrium includes the case of an industrial economy without a service sector and the potential multiple equilibria of such an economy.     

Consumer overindebtedness: a review of the quality of money advice services in Scotland

Levels of consumer borrowing and debt in the UK and globally continue to rise. Credit makes a vital contribution to the success of the UK economy by driving economic activity and allowing consumers flexibility in how they choose to access the marketplace and manage their finances. Although most consumers manage their borrowing effectively, for a minority, the ease of access to credit results in overindebtedness. As a consequence, the need for money advice is prevalent. In the UK in recent years, services have been developed to assist consumers in financial difficulty. In Scotland, additional funding has been made available to enable further service developments in local government or voluntary sector provision. This paper reviews the literature on consumer overindebtedness, the development of money advice services and discusses the quality of these services in Scotland. It is likely to be of interest in other countries where consumer overindebtedness is rising and where money advice services are being developed to assist those experiencing problems. The review found that the rising levels of overindebtedness justify the case for developing money advice services but that there are many quality issues which require to be managed. Implications for the money advice profession were identified together with suggestions for the development of services in other countries.     

Applying career concepts to strengthen the work-attitudes of service professionals

Given the nature of employment relationships today, service organizations can strengthen the organization commitment levels and reduce the turnover intentions of its professionals through providing job features important to their careers. These features include opportunities to perform challenging work, experience trusting relationships with customers/clients, and obtain extrinsic rewards. Using a sample of alumni from a hospitality business program, hypotheses that these features impact organizational commitment and turnover intentions, partially through strengthening professionals’ career commitment, are developed and tested. Findings suggest that challenging work opportunities impact these attitudes both directly and indirectly. So too trusting relationships with customers and clients indirectly impact organization commitment and intent to turnover (ITO). Results also suggest that, as a whole, satisfaction with extrinsic rewards has no effect. However, an analysis of multigroup mediation results revealed that for professionals working in professional service firms, satisfaction with pay reduces both attitudes. Implications for research in organization commitment and ITO, specifically the role and impact of career-based antecedents, are discussed.     

An integrative model of consumer satisfaction in the context of e‐services

This research examines how customer satisfaction affects its antecedent and outcome variables such as expectation, performance, disconfirmation, word‐of‐mouth, brand loyalty, attribution and repurchase. This research also takes the important integrative step of understanding the consumer behavioural constructs of consumer satisfaction. Although researchers have focused on the antecedents of consumer satisfaction, our integrative model has extended the outcomes of consumer behaviour on consumer satisfaction. Furthermore, this model strongly suggests a positive view of the inter‐relationships between the antecedent variables and outcome variables of satisfaction. In particular, our model is not consistent with Oliver's attribution models in which satisfaction is a consequence of attribution processing. All hypothesized variables were supported by our empirical study. The findings present a variety of guides to formulating marketing strategies for both practitioners and academics.     

商业模式创新视角下的现代服务业发展分析研究——以宜信集团为例

在竞争激烈的市场经济时代,商业模式之争已成为企业取胜市场的关键;商业模式创新作为实现可持续竞争优势的最佳途径,也已成为新的竞争焦点和学者研究的热点。本人通过文献回顾来构建自己的理论框架以及阐述商业模式创新理念的内涵,并通过对宜信集团商业模式的案例研究得出相关结论,最后概述我国现代服务业的发展前景。     

A Case Study to Determine the Impact of Offering Selective Menus on Customer Satisfaction in a Health-Care Foodservice Operation

Abstract

In an effort to improve patients' satisfaction with healthcare foodservice, many hospitals are implementing a selective menu program. The purpose of this study was to identify the impact of a selective menu program on customer satisfaction in a health-care foodservice setting in Korea. The results of this study indicate that patients' perceptions of food and service dimensions are significant predictors of overall satisfaction with hospital foodservices. Patients who opted for a selective menu program at high levels of frequency showed more satisfaction with the selective menu program than those in the low-user group. “Food variety,” “taste,” and “offering nutritional information about menu items” are the key drivers of overall satisfaction.     

Examination of the health‐belief model to predict the dietary quality and body mass of adults

We examined the ability of the health‐belief model to predict individuals’ dietary quality and body mass among a nationwide sample of 1319 adults in the United States. Simultaneous estimation of the structural equation model found acceptable goodness‐of‐fit to the data. Explained variance in dietary quality and body mass, however, were moderate to weak. The model included three types of nutrition knowledge: basic facts, diet–health awareness and ability to accurately self‐assess nutrient intake. None of these variables had a strong effect on dietary quality or body mass. We speculate that lifestyle characteristics, cultural habits, community infrastructure, and the politics of food production and retailing – variables found in other studies to affect dietary quality and body mass yet not available in our data – might outweigh the effects of nutrition knowledge and sociodemographic factors on estimating dietary quality and body mass. We suggest that future research and intervention programmes focus more on social, cultural and political context than on nutrition knowledge. Current collaborations among life and social scientists to design foods to improve human nutrition might also prove effective in reducing the prevalence of overweight and obesity.     

Multigroup validation of the service quality,customer satisfaction and performance links in higher education

The notion of ‘students as customers’ continues to be prominent, yet is insufficiently explored, especially from the standpoint of various stakeholders. To address this inadequacy, the present study employs a multigroup analysis of the service profit chain (SPC) model in higher education (HE). Its purpose is to examine the complete SPC model regarding stakeholder perceptions in order to inform its validation and implementation. A cross-sectional survey was employed in order to enable multigroup comparison of a comprehensive research model on subsamples of employees and students by means of structural equation modeling (SEM). Results provide support for the proposed SPC model within the sample of vocational colleges. Besides strongly linked constructs (quality–satisfaction–loyalty), some notable weaknesses (cracked ‘satisfaction mirror’) are found. Multigroup analysis also indicates some important differences between employees and students. Implications are provided for strategic service management in HE, which should acknowledge the differences among stakeholder perceptions.     

Impact of privacy concerns on resistance to smart services: does the ‘Big Brother effect’ matter?

ABSTRACT

The aim of this study is to provide a better understanding of the factors that explain consumer resistance to smart services from a privacy perspective. To this end, an exploratory qualitative study and a quantitative study were carried out. 653 French consumers answered an online questionnaire regarding smart services in the banking sector. Structural equation modelling was used to test the conceptual model. The findings show that information privacy, the unauthorised secondary use of personal information and perceived intrusion have an impact on consumer resistance to smart services. Moreover, our research highlights the major role of the ‘Big Brother effect’ as an antecedent to these various privacy concerns.     

Establishment of a performance-evaluation model for service quality in the banking industry

The study addresses the problem of service quality in the banking industry by modifying an importance–satisfaction (I–S) model in order to develop an integrated performance-measurement model for the banking industry, which would enable the priority of items for improvement to be determined. An importance and satisfaction questionnaire has been provided to determine which items do not fall into the appropriate performance-control zone of the performance-control matrix of the model. The performance-control matrix index provided enables the value of certain improvement objectives to be calculated. Finally, quality loss function is then adopted to rank the improvement objectives in terms of priority. A case study of a Taiwanese bank is then presented to demonstrate the applicability of the model in practice. The study thus presents a complete assessment model that helps managers to identify items for improvement, while simultaneously promoting cost and time efficiencies in service processes.     

Exploring the factors that drive consumers to use contactless delivery services in the context of the continued COVID-19 pandemic

The spread of the COVID-19 pandemic has resulted in the launch of contactless delivery services. This research integrates resource matching, service quality evaluation, and perceived value theories to explore the factors that promote the use contactless delivery services. The data was obtained through questionnaire surveys, and research hypotheses were verified through the structural equation modelling approach. With the exception of convenience, the results show that privacy, reliability, security, and flexibility have a significantly positive effect on consumers' intention to use “contactless” delivery services through consumers' perceived value. This study contributes to the literature by introducing theoretical frameworks from various paradigms and enriches the academic research on existing theoretical structure models. It also helps optimize resource allocation and realize the social environment related to coexisting with the COVID-19 pandemic.     

Does strategic involvement of mental health service users and carers in the planning,design and commissioning of mental health services lead to better outcomes?

There is an assumption, explicit in the current government policy, that involvement of mental health service users and carers in the planning, design and commissioning of mental health services will lead to better outcomes. The aim of this study was to examine evidence from board‐level participation of service users and carers that might support this assumption. A thematic analysis of documents generated by a strategic Lancashire Mental Health and Social Care Partnership during 2007 was undertaken. Themes for the analysis were generated from priorities identified from a postal survey of mental health services users from across Lancashire. The findings indicate that whilst service user and carer involvement is a high priority, the Lancashire Partnership spent most of its time discussing process and actions. Where service user involvement resulted in better outcomes, these improved outcomes were limited to the individual service users involved, rather than better outcomes for all service users. Whilst the membership of mental health service users and carers on the Lancashire Partnership Board presents a visible commitment from senior officers and may confer greater legitimacy to the decisions made by the Lancashire Partnership, service users and carers do not appear to play the desired instrumental role. Rather, their presence may be largely symbolic. This sends out the message across the health and social care system that partnership with service users and carers and their empowerment is important and has the potential to evolve further.     

中国高端服务企业全球营销战略状况研究——基于全球营销战略5维度模型的分析与建议

为了解我国服务企业全球化的实际水平和存在的问题,促进我国服务企业的全球化,本文对我国高端服务企业的全球营销战略现状,包括市场进入模式、营销策略的标准化与适应性程度、全球市场参与度、组织结构和价值链等方面进行了实证调研,并对调研数据进行了分析,提出了我国服务企业全球营销战略的一些理论建议。     

Using the “best‐fit” approach to investigate the effects of politico‐economic and social barriers on SMEs' internationalization in an emerging country context: Implications and future directions

The way this study has used the “best‐fit” approach has facilitated the investigation of how three hypothesized constructs of political, economic, and social barriers can deepen our knowledge of their impacts on small and medium‐sized enterprises (SMEs)' internationalization within a small developing country context. Based on a quantitative analysis of the three hypothesized barriers, we used the “best‐fit” approach to measure the extent to which the SMEs' internal variables like people, products, services, and practices might best fit some of the people and non‐people factors external to the businesses. The application of the “best‐fit” approach onto the three hypotheses—politics (H1), social (H2), economics (H3), helped us in explaining the major social and politico‐economic barriers faced by a developing economy' (Bangladeshi) SMEs' internationalization despite previous literatures' emphasis on the impacts of globalization, market drivers or their oversight. Based on the findings, we point to future research trajectory. This study used primary survey data from 212 Bangladeshi SMEs and successfully validated an HR model by using Smart PLS3 software. The results from the hypotheses were used to produce the HR model to help SMEs identify the significance of people and economic factors and propose these aspects for inclusion in the “best‐fit” approach, SME, and globalization research.     

A Public Sector Marketing Model to Measure the Social and Environmental Values of Public Strategies: An Empirical Study on a Green Public Service

This article develops a public sector marketing model to measure the social and environmental values of public strategies. Applying partial least squares path modeling, the authors empirically test the model by conducting a quantitative survey (N = 603) among users of a green public service in the form of a public bike-sharing system. The findings reveal that users simultaneously perceive public outcomes on the social value and environmental value dimensions. The effect estimated on the perceived social value dimension of the green public service was slightly stronger than the effect on the environmental value dimension. Thus, users primarily perceive self-centered values, before considering values generated for the environment. The findings also show that engaging citizens now in the actual usage of green public services can foster green consumption intentions in the future.     

Retailing and the period leading up to the Great Recession: a model and a 25-year financial ratio analysis of US retailing

Today, more than ever, retailers need to analyze the key solvency (liquidity) and efficiency financial ratio measures that affect how well their firms perform and to engage in long-term activities that will lead to improved results. Clearly, the recent ‘Great Recession’ has had a significant negative impact on retailers worldwide. Yet, an important question remains largely answered: Was the retail industry a major contributor to the events leading up to the economic crisis or was it an affected bystander shaken by the recession? This paper addresses the question for US retailing, the largest retail economy in the world. Although there has been considerable research on some aspects of the performance of the industry and individual firms, no prior studies exist that comprehensively examine the financial ratio performance of the totality of US retailing over time. Here, the financial performance of US retailers in 54 different sectors is analyzed for the 1982–2007 period using a model and data derived from Dun & Bradstreet's annual Industry Norms & Key Business Ratios. Results show that for many financial measures – such as the current ratio, liabilities to net worth, return on sales (profit margin), return on assets, financial leverage, and return on net worth – US retailing's financial performance has been in a steady decline for decades. The model introduced here is largely validated.     

Interest rates and the recent weakness in M2: An extension to the P model of inflation

A model of changes in the deflator for nondurables and services consumption expenditures is estimated simultaneously with the error-correction model of M2 growth described in Koenig (1996). The inflation forecasts generated by the joint model have marginal predictive power for changes in the GDP deflator and exhibit none of the systematic bias which has plagued the original formulation in recent years. Output-market slack is of little use in predicting changes in the consumption deflator, but there is evidence of a speed effect.