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.     

Comparing the generalizability of online and mail surveys in cross-national service quality research

To compare the generalizability of online and mail surveys in a cross-national service quality study, the authors use G-theory and find a comparable level of generalizability, though online surveys benefited from considerably lower costs. This article contributes to the current comparison of the response quality between online and mail surveys. Furthermore, the authors illustrate how G-theory can be used to compare online and mail surveys and take data collection costs into account. Important implications include the process and results of comparing two survey modes and the effects for service research. Martin Wetzels now also works at Maastricht University     

Loyalty toward online food delivery service: the role of e-service quality and food quality

This study assesses the direct influence of food quality and e-service quality on customer loyalty toward online food delivery (OFD) service and its indirect influence through the mediation of customer satisfaction and perceived value. This study uses a survey of 405 OFD service customers from Bandung, Indonesia. By applying variance-based partial least squares to evaluate the proposed model, this study confirms the direct effect of food quality on online loyalty, but not e-service quality. Further, this study discloses the partial mediation role of customer satisfaction and perceived value on the relationship between both food quality and e-service quality on online loyalty toward OFD services.     

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.     

江苏省服务业、服务贸易的特征及对策分析

服务业和服务贸易在国民经济中的比重不断上升,在国际经贸领域中日益引起人们的高度重视。江苏作为中国沿海经济大省,国际服务贸易发展速度虽快但总体水平较低,竞争优势不强。本文在对江苏省服务业和国际服务贸易发展现状进行分析的基础上,提出了江苏省发展服务业和国际服务贸易的对策措施。     

中国服务贸易发展影响因素的实证分析

国际服务贸易的迅速发展使其逐渐成为国际经贸竞争的新领域。改革开放以来,中国服务贸易虽然取得迅速发展,但其总体发展水平仍然相对滞后,加快服务贸易发展已经成为中国对外贸易发展的主要任务。本文运用最小二乘法分析了影响中国服务贸易发展的因素,指出国内服务业发展、国际货物贸易发展与服务贸易发展具有正向的关联关系,并提出加快发展中国服务业和服务贸易的政策建议。     

中国与印度服务贸易国际竞争力的比较研究

近年来,印度的服务业及服务贸易获得了迅速的发展,本文以中印两国服务贸易的国际竞争力为研究重点,对两国服务业及服务贸易的发展现状进行了客观评述,并借助贸易竞争指数和显性比较优势指数对两国服务贸易的国际竞争力进行量化比较,探寻影响中印两国服务贸易国际竞争力的因素,并得出相关结论及建议。     

Measuring Service Quality in a Corporatised Public Sector Environment

ABSTRACT

Using a modified SERVQUAL scale, this paper measures perceived service quality in a corporatised public sector environment. Five factors were identified: personalised proficiency, empathic professionalism, reliability, tangibles and access; explaining 61% of overall variance. Further analysis using multiple regression also indicated that 45% of the variability in customer satisfaction and 43% of the variability in overall service quality was explained by the five factors. The research was conducted in response to calls for the application of this measure and following a review of extant literature that indicated the limited number of studies undertaken within the public sector that assessed service quality.     

全球服务产业转移与国际服务贸易发展趋势

当前,全球服务产业转移与国际服务贸易发展之间已经形成一种互动发展的态势。因此,国际服务贸易发展的一些新趋势值得关注:服务贸易成为全球产业链竞争的关键;服务外包成为新兴国家进入全球分工体系的重要途径;商业模式的创新复制成为商业存在的主要形式;国际服务业规制的改革与创新不断深化。这些都是我国在承接全球服务产业转移、发展国际服务贸易时必须认真应对的问题。     

我国运输服务贸易竞争力分析

本文即旨在借用一些常用的贸易竞争力分析方法专门针对我国运输服务贸易的竞争力进行讨论。首先,本文计算了我国及世界主要国家的运输服务贸易描述性统计指标、贸易竞争力指数(NTB)及显性比较优势指数(RCA),对我国运输服务贸易的国际地位进行了现状分析及动态分析。之后,主要用NTB和RCA衡量我国运输服务贸易竞争力并进行了讨论。     

服务贸易国际竞争力发展研究——兼论上海服务贸易国际竞争力发展战略

在阐述了服务贸易国际竞争力发展一般原理的基础上,评价了上海服务贸易国际竞争力发展条件,分析了上海服务贸易国际竞争力现状并进行了国际比较,最后提出了加快上海服务贸易国际竞争力发展的政策建议。     

Service quality in airport hotel chains through the lens of online reviewers

Airport hotel chains target the specific and important segment of accommodation near airports, thus benefiting from travelers seeking to stay near an airport. This study addresses service quality by analyzing TripAdvisor online reviews over units from both a high-end and a low-end chain in five European cities (Amsterdam, Brussels, Frankfurt, London, Paris). Using text mining and topic modeling, ten heat matrices were drawn (one per unit) to summarize the main services characterizing the computed topics. Seven hypotheses grounded on existing literature were tested, from which some interesting findings emerged (e.g., related to transfer services, staff, food and beverage, cleanliness, and punctuality). This study contributes to the standardization versus adaptation debate by unveiling a globalized strategy in staff management and breakfast services, while bar services adopt a localized strategy. Transportation services, while not offered by the hotels, are frequently mentioned, which signals hoteliers to interact with local authorities to improve accessibilities.     

Understanding IJV performance in a learning and conflict mediated context

Determinants of international joint venture (IJV) performance are examined within the context of cross-border learning. Using a structural equation model, we test the multifaceted interactions among strategic goal congruency, national culture differences, learning and conflict. Cross-border learning is recognized as a kernel variable which is influenced by matching strategic motives, national culture differences, and conflicting relations, and which affects the performance of IJVs. In particular, we hypothesize that interpartner goal congruency and national culture differences have an indirect effect on IJV performance through cross-border learning and conflict; previous studies established their direct relationship. The test results show that congruent strategic motives and cultural similarity had a positive effect on cross-border learning, which was reinforced by learning capacity, and which in turn led to better performance. Conflicting relations between partners and heterogeneous cultural backgrounds were shown to discourage cross-border learning.     

Incorporating a Short-Term Study Abroad Service Trip for Educating International Entrepreneurship in the BOP Market

ABSTRACT

The bottom of the pyramid (BOP) market has gained importance in international entrepreneurship due to its large market potential. Drawing on the literature of international business education, as well as social entrepreneurship and international entrepreneurship education, we propose a course to educate students how to develop business intimacy with the BOP community. We employ the experiential-learning pedagogical framework and design elements including a short-term study abroad service trip, an entrepreneurship project, and structured reflections. Using both qualitative and quantitative data, we demonstrate that the course facilitates students’ learning in the key areas of international and social entrepreneurship, including the economic and social value of community embeddedness for BOP ventures, the emotional intelligence in interacting with BOP communities, and the attitude toward social entrepreneurship.     

Formal volunteering: a cross-national test

In this paper, we integrate disparate literatures to contribute to a better cross-national understanding of formal volunteering. We propose that three forms of capital, namely human (country wealth and country education), social (collectivism and liberal democracy) and cultural capital (religiosity) are related to formal volunteering. We use Hierarchical Linear Modeling to test our hypotheses on 38,119 individuals from 21 countries. Our results show all forms of capital (country wealth, country education, religiosity, societal collectivism and liberal democracy) have positive relationships with formal volunteering. Implications for practice and future research are discussed.     

Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers

This study concerns the service quality topic in the retail bank sector. A sample of 209 retail bank clients was taken, measuring the performance of service quality attributes of their principle retail bank. Behavioral performance variables such as satisfaction, loyalty and customer perceived value were also measured. In a factor analyses the attributes were separated into three factors. These three independent factors explain a considerable amount of variability of a satisfaction–loyalty factor. On the other hand, they could not explain the superior perceived value; and no differences between the service quality performances of the bank brands were found. In conclusion, regardless of the degree of satisfaction and loyalty, the customer is not willing to pay more for banking services at his regular bank than he would at other brands. This implies that superior perceived value is not being achieved via service quality, which suggests a lack of differentiation between brands in this sector.     

全球服务贸易10强的服务贸易国际竞争力定量分析

本文运用比较优势指标,对全球10大服务贸易强国或地区1995年至2004年的服务贸易国际竞争力进行了定量分析。通过2004年国际竞争力系数的比较可以得出,在服务贸易国际竞争力方面存在比较优势的国家或地区依次是中国香港、西班牙、美国、英国和法国等发达国家或地区,而日本和德国却是劣势最为明显的国家。本文系统地阐述了其存在的原因及发展趋势。     

Exploring the animosity domain and the role of affect in a cross-national context

PurposeThe purpose of this paper is to contribute to the development of animosity theory in three areas; construct domain, the mediating role of affect and model testing.Design/methodology/approachExploratory and empirical research is carried out in two countries in order to explore the domain and to test the factor structure and the hypotheses through confirmatory analysis.FindingsWe find animosity is a four-dimensional construct which impacts buying behavior through affect.Originality/valueThe research extends the domain of the animosity construct to a four-dimensional structure rather than the two-dimensional structure used in most previous studies. It is the first study to empirically test an extended animosity domain and investigate the mediating role of affective emotional responses between animosity and buying intentions.     

Operationalizing the Service Quality Construct

ABSTRACT

Previous research works have suggested that, for it to have practical utility, the service quality construct should not only be industry specific, but also be operational (non-global) in nature. This paper builds on that premise and utilizes a methodology suitable to produce operational measures for the service quality construct in the lodging industry. Of the four dimensions (Responsiveness, Recovery, Tangibles, and “Reliability/Trust mixed with Accessibility/Flexibility”) identified by an exploratory factor analysis, the present study finds that the first three appear to be distinct in the minds of the customers. Further confirming the above, regression analyses suggest that the overall perceived service quality in the lodging industry is significantly and positively associated with three dimensions: (1) Responsiveness, (2) Recovery, and (3) Tangibles, in that decreasing order of importance.     

Service quality control mechanisms in franchise networks

This paper reports the study of some factors that influence the control intensity exerted by franchisors on the service quality provided by the franchised units of their networks and what interdependencies exist between the different mechanisms that can be used to monitor service quality. On the one hand, three control mechanisms of conformance quality are considered, namely audits, mystery shoppers, and mandatory purchase of inputs and products. On the other hand, polls are used to monitor perceived quality by customers. There are two main findings. First, control intensity is greater in those industries in which customers tend to be non-repetitive. Second, four complementary relationships are found between control mechanisms: between audits and mystery shoppers, between audits and polls, between mandatory purchase of inputs or products and mystery shoppers, and between mandatory purchase of inputs or products and polls.