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Article

Seongsin Lee

The puropse of this paper is to understand the components of Vroom's expectancy theory; to create or develop a public library customer motivation model using Vroom's…

Abstract

Purpose

The puropse of this paper is to understand the components of Vroom's expectancy theory; to create or develop a public library customer motivation model using Vroom's expectancy theory; to suggest appropriate public library services marketing mindset which public libraries can employ to enhance customers’ perceived expectancy and instrumentality of public library services to motivate customers to use public library services more frequently based on the proposed public library customer motivation model; and to suggest appropriate public library services marketing strategies to motivate customers to use public library services more frequently based on the proposed public library customer motivation model.

Design/methodology/approach

Research paper based on expectancy theory.

Findings

Customer‐centered mindset is the most important factor to motivate public library customers. Furthermore, the suggested marketing strategies can be also achieved through a customer‐centered marketing mindset. In conclusion, public libraries should continuously focus on the recognition of customers’ needs and deliver long‐term value to customers.

Originality/value

There were few studies that focused on library users’ motivations for using library products and services. In addition, there was a lack of developed theory in library and information science field.

Details

Library Review, vol. 56 no. 9
Type: Research Article
ISSN: 0024-2535

Keywords

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Article

Norman E. Marr

This article examines the differences in the off the peg or tailor‐made approaches to customer services. It also suggests trade‐off analysis as a means of determining what…

Abstract

This article examines the differences in the off the peg or tailor‐made approaches to customer services. It also suggests trade‐off analysis as a means of determining what is most important to customers and how they will react to changes in particular services.

Details

Management Decision, vol. 26 no. 1
Type: Research Article
ISSN: 0025-1747

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Article

John Groth

The first of a two‐article series addressing important factors inthe pricing of services. Success at garnering a high price and margin ona service hinges on important…

Abstract

The first of a two‐article series addressing important factors in the pricing of services. Success at garnering a high price and margin on a service hinges on important variables. Mistakes in the delivery and pricing of services can have far‐reaching “residual damage” effects quite different from those associated with the delivery of a “tangible” product. Examines a host of issues important in the pricing and sale of services including the differences in the product versus service purchase decision. Discusses factors influencing the acceptable price and purchase decision; customer need fulfilment and satisfaction; elements of risk as well as the importance of the risk for services versus products. Argues that prompting a sale of service at any price depends on a heavy weighing of certain variables of great import to the customer. Provides background information important in the pricing of services. Focuses on how one might maximize perceived favourable attributes of services to influence price favourably. Examines the importance of “residual damages” resulting from errors in delivery of services.

Details

Management Decision, vol. 33 no. 7
Type: Research Article
ISSN: 0025-1747

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Article

Anees Gopalani and Kevin Shick

Today, almost all manufacturers provide after sales support services. But these services are usually the same across all of a company's product segments, and warranty

Abstract

Purpose

Today, almost all manufacturers provide after sales support services. But these services are usually the same across all of a company's product segments, and warranty terms and product support services are typically the same across the industry. Executives believe that if they invest in upgrading services, competitors would follow and eventually customers would no longer see differentiation or value, while the firm is left with higher costs. As such, service operation is not considered strategic to company.

Design/methodology/approach

The article defines what is meant by service enabled customer experience. Each of the six stages of customer buying processes – demand generation, browse and research, configure and quote, shop and transact, fulfill and support, and optimize experience are examined to assess services role – and their effects on loyalty and advocacy are examined. A case study and lessons learned form implementing Service Enabled Customer Experience (SECE) are provided.

Findings

Manufacturers have an opportunity to break free of the cycle of low customer loyalty and low margins by pursuing a Service Enabled Customer Experience strategy. This approach has been shown to increase customer loyalty and advocacy, ultimately increasing market share. Implementing Service Enabled Customer Experience strategy requires a shift in how services are viewed by the organization. But for those willing to make the commitment, the rewards are significant.

Originality/value

A well designed service program, targeted to the right segments and tightly integrated with the firms' operations can differentiate a brand, increase loyalty and provide a lasting competitive advantage.

Details

Journal of Business Strategy, vol. 32 no. 3
Type: Research Article
ISSN: 0275-6668

Keywords

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Article

Pao‐Long Chang and Pao‐Nuan Hsieh

Explains that public libraries with well‐established library systems have flourished in Taiwan during the past four decades owing to economic prosperity. Points out that…

Abstract

Explains that public libraries with well‐established library systems have flourished in Taiwan during the past four decades owing to economic prosperity. Points out that despite this, less than one‐tenth of the population in the community served by these libraries have registered as library users. Suggests that this relatively low level of use by customers may be due to a lack of awareness of the services that the public library has to offer. Proposes an effective approach to designing marketing strategies to incorporate marketing channels, corresponding communications messages and service quality dimensions, in order to promote the use of library services, and thus change the use pattern of current customers. Uses involvement segmentation and a hierarchy‐of‐effects paradigm.

Details

Library Review, vol. 45 no. 8
Type: Research Article
ISSN: 0024-2535

Keywords

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Article

A. Parasuraman

This paper argues that a genuinely customer‐oriented organizational culture is a prerequisite if service firms are to excel in the marketplace. It presents several traits…

Abstract

This paper argues that a genuinely customer‐oriented organizational culture is a prerequisite if service firms are to excel in the marketplace. It presents several traits or values representing such a culture and discusses the importance of those values by linking them to unique features of the nature and delivery of services. The paper also addresses problems and prospects associated with developing a customer‐oriented culture, and it concludes with implications for services marketing practitioners and researchers.

Details

Journal of Services Marketing, vol. 1 no. 1
Type: Research Article
ISSN: 0887-6045

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Article

Heiko Gebauer, Carlos Bravo‐Sanchez and Elgar Fleisch

The purpose of this paper is to emphasize how different service strategies are properly aligned with the external environment, and how organizational factors lead to a…

Abstract

Purpose

The purpose of this paper is to emphasize how different service strategies are properly aligned with the external environment, and how organizational factors lead to a specific level of service‐related performance outcomes.

Design/methodology/approach

A multicase research design on Western‐European firms is used as the research methodology. This study answers the following three strategic questions: what typical service strategies exist that enable firms to move from products to services?; what is the appropriate alignment of the service strategies with the external environment and organizational design?; and what performance level can be achieved through the service strategies?

Findings

After‐sales service providers are faced with a high competitive intensity and their customers invest in low‐priced products. Customer support providers' market consists of customers who are looking for outstanding product quality. Development partners' customers expect specific solutions for the operating processes.

Research limitations/implications

The study focuses only on manufacturing companies in business‐to‐business markets. The findings are limited to this sector.

Practical implications

The paper assists managers in concentrating on the right triggers for implementing the service strategy.

Originality/value

Both scholars and managers tend to be somewhat vague in suggesting strategies to move along the transition line from products to services. This study identifies specific service strategies that enable manufacturing firms to shift their position on the transition line.

Details

Business Strategy Series, vol. 9 no. 1
Type: Research Article
ISSN: 1751-5637

Keywords

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Article

Joby John and Ramendra Thakur

This paper aims to propose an approach to examining the long-term impact of the COVID-19 pandemic on business, which presents a unique opportunity to study a…

Abstract

Purpose

This paper aims to propose an approach to examining the long-term impact of the COVID-19 pandemic on business, which presents a unique opportunity to study a hitherto-unavailable business scenario.

Design/methodology/approach

A conceptual framework is suggested to study the ability of a service firm to make adaptations to pandemic conditions based on the nature of its services: namely, the act of production and the type of recipient and the predisposed ability of the customer to accept the service firm’s adaptations to social distancing restrictions. Under this framework, it is demonstrated that service adaptations made due to COVID-19 business restrictions and the customers’ acceptance of them determine whether these changes are likely to become permanent.

Findings

A classification scheme is developed to determine four classes of service firms’ adaptations to their normal course of business made under pandemic conditions and suggestions given on how to project which adaptations may persist beyond the pandemic and why.

Research limitations/implications

A conceptual framework grounded on Lovelock classification to present projections needs to be empirically tested.

Practical implications

Managerial insights based on the study and suggestions for research on what business practices are most likely to be permanently changed in a post-pandemic world for services are offered.

Originality/value

Using two of Lovelock’s dimensions pertaining to the nature of production and delivery of the service, four categories are proposed based on two characteristics: service adaptability and customer acceptance. The Technology Acceptance Model 2 (TAM2) model is extended to predict service adaptations, which are most likely to become permanent in a post-pandemic world.

Details

European Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0309-0566

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Article

Nkosinathi Sithole, Gillian Sullivan Mort and Clare D'Souza

This paper aims to examine customer experience value orchestrated by non-banks' financial touchpoints to understand how they enhance the financial inclusion of low-income…

Abstract

Purpose

This paper aims to examine customer experience value orchestrated by non-banks' financial touchpoints to understand how they enhance the financial inclusion of low-income consumers.

Design/methodology/approach

Two independent but related studies were conducted using qualitative comparative analyses (QCA) research design with semi-structured interviews to compare and contrast customer experience value at two rural locations in Southern Africa. The interview transcripts were analysed using ATLAS.ti, which is a powerful operating system for analysing qualitative data.

Findings

The results indicate that non-banks in the two countries design financial services that include functional, economic, humanic, social and mechanic customer experience value dimensions.

Research limitations/implications

The data for this study was collected from financial services customers of retailers and mobile phone network operators in only one research setting in each country. Further research could extend the comparative context for qualitative studies across similar markets. Other limitations are discussed in the paper.

Originality/value

This paper contributes to the body of knowledge by highlighting the salient and germane dimensions and components found to be important in understanding financial inclusion using customer experience value. To the best of the authors’ knowledge, this is the first study that incorporates customer experience value dimensions in understanding the financial inclusion of low-income consumers at the base of the social and economic pyramid in emerging markets.

Details

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

Keywords

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Article

Selim Ahmed, Muhammad Mohiuddin, Mahfuzur Rahman, Kazi Md Tarique and Md. Azim

The purpose of this paper is to investigate the impact of Islamic Shariah compliance on customer satisfaction through the mediating effect of service quality in Islamic…

Abstract

Purpose

The purpose of this paper is to investigate the impact of Islamic Shariah compliance on customer satisfaction through the mediating effect of service quality in Islamic banking services.

Design/methodology/approach

A total of 334 completed and usable questionnaires were collected from customers of Islamic banks in Bangladesh to test the hypotheses. The data were analyzed using SmartPLS 3.

Findings

The findings of this study indicate that Islamic Shariah compliance has a positive and significant influence on service quality and customer satisfaction of Islamic banking services. The research findings also indicate that service quality partially mediate the relationship between Islamic Shariah compliance and customer satisfaction of Islamic banking services.

Research limitations/implications

This study only emphasized on the Islamic banking services of Bangladesh and thus findings of the present study may not be applicable to other service areas.

Practical implications

The implications of the research are twofold. First, a strong standardized effect of Islamic Shariah compliance on service quality implies that customers are very sensitive to Shariah compliance related to Islamic banking services. Next, maintaining service quality is another crucial aspect to satisfy customers of Islamic banks. Quality of services will only be materialized when all the promises made by the bank function accordingly. Therefore, strategy makers of Islamic banks should assess the customer service quality and satisfaction regularly to improve the overall service experience of customers.

Originality/value

Limited studies have been conducted to investigate the mediating effect of service quality on the relationship between Shariah compliance and customer satisfaction in Islamic banking services. This study provides valuable insights to Islamic bank to integrate the service quality along with Shariah compliance to enhance customer satisfaction.

Details

Journal of Islamic Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1759-0833

Keywords

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