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Article
Publication date: 1 February 1999

Füsun Ülengin and Nimet Uray

The primary objective of this paper is to explore how the companies in Turkey plan, manage, carry out and improve their logistics processes and, thus, provide a…

Abstract

The primary objective of this paper is to explore how the companies in Turkey plan, manage, carry out and improve their logistics processes and, thus, provide a preliminary analysis to explore the current status of logistics in Turkey. For this purpose, a structured‐disguised survey was conducted with the top 250 firms of Istanbul Chamber of Commerce. The aims were: to specify the organizational, financial and managerial significance of logistics activities; to articulate the sourcing/ purchasing feature, customer service and order processing, to understand the changes in the number of suppliers and customers and to identify the features of activities and tools aimed to improve the quality/productivity in these systems; and to investigate the impact of the general characteristics on the first and second subcriteria for each firm.

Details

International Journal of Physical Distribution & Logistics Management, vol. 29 no. 1
Type: Research Article
ISSN: 0960-0035

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Article
Publication date: 1 March 1999

Mitchell M. Tseng, Ma Qinhai and Chuan‐Jun Su

The growing importance of the service sector in almost every economy in the world has created a significant amount of interest in service operations. In practice, many…

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8804

Abstract

The growing importance of the service sector in almost every economy in the world has created a significant amount of interest in service operations. In practice, many service sectors have sought and made use of various enhancement programs to improve their operations and performance in an attempt to hold competitive success. As most researchers recognize, service operations link with customers. The customers as participants act in the service operations system driven by the goal of sufficing his/her added values. This is one of the distinctive features of service production and consumption. In the paper, first, we propose the idea of service operations improvement by mapping objectively the service experience of customers from the view of customer journey. Second, a portraying scheme of service experience of customers based on the IDEF3 technique is proposed, and last, some implications on service operations improvement are given.

Details

Business Process Management Journal, vol. 5 no. 1
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 15 June 2010

Yu Tian, Alexander E. Ellinger and Haozhe Chen

Based on customer value theory, this paper aims to propose and test a conceptual model of the relationship between third‐party logistics (3PL) provider customer

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5205

Abstract

Purpose

Based on customer value theory, this paper aims to propose and test a conceptual model of the relationship between third‐party logistics (3PL) provider customer orientation and customer firm logistics improvement.

Design/methodology/approach

The 3PL provider customer orientation is conceptualized as a higher, second‐order construct made up of four key logistics‐driven first‐order indicators: service variety, information availability, timeliness, and continuous improvement. A survey‐based approach is utilized to collect data from managers at 124 manufacturing customer firms in the People's Republic of China; structural equation modeling is performed to assess measures and test the hypothesized relationships.

Findings

Chinese 3PL provider customer orientation significantly influences customer firm logistics improvement.

Research limitations/implications

Findings are based on single source perceptual data from customer firm key respondents. Tests indicate that common method bias is not a problem.

Practical implications

At a time when market pressure is compelling Mainland Chinese 3PL providers to upgrade and expand service offerings, 3PLs with a strong customer orientation create significant value for customers through superior execution on key elements of logistics service.

Originality/value

The paper responds to calls for additional theoretically driven assessment of market orientation in logistics service provider firms by identifying explicit behavioral manifestations of 3PL customer orientation that enhance customer firm logistics performance.

Details

International Journal of Physical Distribution & Logistics Management, vol. 40 no. 5
Type: Research Article
ISSN: 0960-0035

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Article
Publication date: 1 April 1994

K.K. Navaratnam and Bill Harris

Presents a “detailed” account of an innovative way ofserving the internal and external customer in an Australian QualityAward winning public sector service industry …

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1923

Abstract

Presents a “detailed” account of an innovative way of serving the internal and external customer in an Australian Quality Award winning public sector service industry – South East Queensland Electricity Board (SEQEB). Presenting the principles of customer service in SEQEB, lists the six key strategies such as setting performance targets, conducting customer and staff surveys, benchmarking, sustaining customer satisfaction and providing customer advice. These strategies are used by SEQEB and are essential for establishing customer service quality in the public sector. Concludes that the implications of the principles and the strategies of customer service deployed by this service industry can be emulated in several service oriented organizations in the public sector.

Details

International Journal of Public Sector Management, vol. 7 no. 2
Type: Research Article
ISSN: 0951-3558

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Article
Publication date: 1 November 1996

Karin Newman and Alan Cowling

Presents an empirical study of major quality improvement initiatives recently undertaken by two British banks. Provides a useful comparison of the two different…

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4133

Abstract

Presents an empirical study of major quality improvement initiatives recently undertaken by two British banks. Provides a useful comparison of the two different approaches, and contributes new evidence on the current debate concerning the validity of the SERVQUAL model. First outlines the implementation of the SERVQUAL model, the bank’s subsequent quality improvement programme, and evidence of an improvement in customer satisfaction. Second, included for comparative purposes, describes the adoption and implementation of the Crosby total quality training programme. In both cases relevant evidence was gathered on staff attitudes. Given the long‐term nature of these comprehensive quality programmes, any evaluation must necessarily be tentative, but both banks are able to report an improvement in service quality, and fresh evidence is provided in support of the SERVQUAL model.

Details

International Journal of Bank Marketing, vol. 14 no. 6
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 1 May 2007

Yaron Timmor and Talia Rymon

The purpose of this paper is to suggest a conceptual framework to examine customer satisfaction with a technology‐based service improvement. Three factors are suggested…

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3009

Abstract

Purpose

The purpose of this paper is to suggest a conceptual framework to examine customer satisfaction with a technology‐based service improvement. Three factors are suggested that influence customers' acceptance of the improved service: internal, consistency and external (ICE).

Design/methodology/approach

Hypotheses are constructed by reviewing literature in the areas of customer satisfaction, marketing services and diffusion of innovation. An exploratory study was conducted in an academic setting, to examine changes in learning formats, and the resulting reactions. The empirical research involves three major procedures: personal interviews, focus groups and surveys.

Findings

The findings, based on both qualitative and quantitative research, support the proposed conceptual framework. It was found that students' behavioral intentions regarding a new, technology‐based learning format, can be explained by the following factors: perceived outcome and ease of use (internal factor), technology orientation and consistency of the new with the old delivery process (consistency factor), and the perceived image of the academic institute (external factor).

Originality/value

It is suggested that when considering service improvements, more attention should be paid to the organization's image, the consistency with the traditional service and the customer technology orientation.

Details

Journal of Services Marketing, vol. 21 no. 2
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 May 1996

Martin Fojt

To underestimate service quality is like saying goodbye to some of your hard‐earned profits. Even after revamping and upgrading products, manyorganizations continue to…

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1048

Abstract

To underestimate service quality is like saying goodbye to some of your hard‐earned profits. Even after revamping and upgrading products, many organizations continue to experience decline because they forget that people want to feel good. The feel‐good factor is espoused by politicians throughout the world to nurture votes. The fact that people want to feel good is often overlooked and ignores Maslow’s hierarchy of needs. How many times have you bought a product only to find there is a fault and the product needs replacing? This is normally something which is very irritating, but not ulcer‐inducing enough to get worked up about until, that is, the customer service department treats you as though it is your fault.

Details

Journal of Services Marketing, vol. 10 no. 5
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 February 2005

Rhonda L. Hensley and Kathryn Dobie

The purpose of this paper is to develop a model to help service organizations assess their readiness for a six sigma program and to provide suggestions for methods of…

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5565

Abstract

Purpose

The purpose of this paper is to develop a model to help service organizations assess their readiness for a six sigma program and to provide suggestions for methods of introducing the six sigma process. The organizational readiness model is then applied in an actual service setting.

Design/methodology/approach

A review of relevant literature is used to identify two proposed components of organizational readiness: organizational experience with improvement programs and organizational understanding of processes.

Findings

The proposed model is applied in an urban public transit company. The application includes an analysis of the transit company's readiness for six sigma, the design and administration of a survey to identify perceptual differences between customers and the organization and the statistical analysis of the survey. The survey analysis is then used to identify differences in perceptions between service employees and customers. These differences provide the basis for the development of a process improvement that employees should be able to undertake.

Originality/value

The proposed organizational readiness model is of interest to both researchers and managers. Researchers should find the construct organizational readiness and the proposed components of interest because they provide an area for research related to successful implementation of six sigma programs. The model, as it is developed in the paper, along with the example should provide managers considering the adoption of six sigma with a usable method for assessing their particular organization.

Details

Managing Service Quality: An International Journal, vol. 15 no. 1
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 6 July 2021

Paula Jach, Jiju Antony, Scott Paul Thomson, Beth Cudney and Sandra Furterer

The purpose of this paper is to explore the voice of the customer (VOC) of public transport (PT) users and non-users and to identify the role VOC plays in PT service

Abstract

Purpose

The purpose of this paper is to explore the voice of the customer (VOC) of public transport (PT) users and non-users and to identify the role VOC plays in PT service quality analysis and improvement practices.

Design/methodology/approach

This research is based on quantitative and qualitative data collection. Quantitative data were collected through two questionnaires; the first is based on ranking data: 192 responses and the second on the Kano model: 46 responses. The qualitative data was obtained through 10 semi-structured interviews with senior management from seven bus companies in the UK.

Findings

Findings indicate that VOC differs between PT users and non-users and compared with the perspectives of PT Providers. The research also revealed that VOC plays a crucial role in PT service quality improvement (QI).

Practical implications

The findings can be used by PT service providers to better understand the VOC of PT users and non-users, which will assist in strategic and QI decision-making. Furthermore, an in-depth study of VOC in PT is provided, which progresses the academic field on this topic and advances research in this area.

Originality/value

This research brings new insight into the most important quality attributes for PT users and non-users. Moreover, the paper fundamentally contributes to the literature, which until now had severely limited input pertaining to the role of VOC in PT and little knowledge of service QI tools and practices in this sector.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 1 November 2006

Nusrah Samat, T. Ramayah and Norizan Mat Saad

The main purpose of this study is to explore the relationship between total quality management (TQM) practices and service quality as well as the relationship between TQM…

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5348

Abstract

Purpose

The main purpose of this study is to explore the relationship between total quality management (TQM) practices and service quality as well as the relationship between TQM practices and market orientation.

Design/methodology/approach

Structured questionnaires were distributed to managers of 175 service organisations in the northern region of Malaysia; 101 were returned.

Findings

The results show that employee empowerment, information and communication, customer focus, and continuous improvement had a significant effect on service quality whereas only employee empowerment and customer focus had a significant effect on market orientation.

Research limitations/implications

A wider sample can be used for any future study, which can be generalized to the service industry with multiple responses from different individuals and management levels. The same study can also be completed by including more TQM practices as well as other mediating variables like environment, culture, and control within the organization.

Practical implications

This study contributes significant knowledge to the service industry since there is still a lack of studies that have been done in relation to TQM in service organizations due to its origin, which is more related to manufacturing organizations. It helps towards understanding the improvement in quality efforts in service organizations in the context of Malaysian practitioners.

Originality/value

This study adds to the literature by bridging the gap and showing the importance of TQM practices in service organizations. It also provides some theoretical contributions to the TQM development, in relation to market orientation.

Details

Management Research News, vol. 29 no. 11
Type: Research Article
ISSN: 0140-9174

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