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11 – 20 of over 1000Jane Kingman‐Brundage, William R. George and David E. Bowen
Offers a “service logic model” as a managerial tool fortackling cross‐functional issues embedded in service systems. Uncoversand describes the logical components inherent in the…
Abstract
Offers a “service logic model” as a managerial tool for tackling cross‐functional issues embedded in service systems. Uncovers and describes the logical components inherent in the three key service management functions – marketing, operations and human resources‐and suggests that the real management challenge, above and beyond cross‐functional co‐ordination, is integration of these components as the real drivers of service experience. A step‐by‐step template is offered for using service logic to achieve the fundamental grass roots integration required in the creation of outcomes valued for customers.
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Raymond P P. Fisk, Laurel Anderson, David E. Bowen, Thorsten Gruber, Amy Ostrom, Lia Patrício, Javier Reynoso and Roberta Sebastiani
The purpose of this paper is to create a movement within the service research community that aspires to help the billions of impoverished people across the world achieve better…
Abstract
Purpose
The purpose of this paper is to create a movement within the service research community that aspires to help the billions of impoverished people across the world achieve better service from each other, from their communities, from corporations, from their governments, and from nongovernmental organizations. The authors believe every human being is worthy of being served properly. To achieve this purpose, understanding and learning from this huge low-income segment of society known as the base of the pyramid (BoP) is essential. There are myths about the BoP that need to be dispelled and there is a fundamental lack of service research on this important problem.
Design/methodology/approach
The existence of an extensive BoP literature combined with service research priorities has called attention to drafting research agendas. Human service systems are explored historically and systems theory provides a perspective for understanding and reducing poverty. Transformative service research, service design research, and community action research are presented to illustrate three research approaches that can contribute to understanding and then better serving the needs of the neglected billions of humanity.
Findings
First, the authors present a practical and meaningful call to action by making the case for the service research community to contribute to poverty alleviation with the creation of fresh ideas and research agendas. Second, the authors describe the ample opportunity for conducting service research in and with the BoP and thereby expanding service knowledge about the BoP. Third, the authors suggest a number of approaches for service researchers to join this new movement and help improve the well-being of billions of impoverished people.
Social implications
Most existing service research comes from highly developed Anglo-Saxon countries and concerns the service problems of customers in affluent societies. Therefore, there is a fundamental lack of service research at the BoP. The social implications are truly global. Poverty is a global service system problem that can be reduced. Effective poverty alleviation solutions in one part of the world can be adapted to other parts of the world.
Originality/value
This paper is a new and very original call to action to the service research community. First, with the exception of a few previous manuscripts calling for research on the BoP, this is the first time a collaborative effort has been made to start systematically changing this knowledge gap. Second, the service research community has never worked on a project of this magnitude. The authors hope to offer a role model to other academic communities as to how to marshal their resources to have a collective, positive impact on the well-being of the world’s impoverished.
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Many practitioners strive to increase the efficiency of their product development. In addition, smaller companies must satisfy customers’ expectations of their product…
Abstract
Many practitioners strive to increase the efficiency of their product development. In addition, smaller companies must satisfy customers’ expectations of their product development. These expectations can be e.g. use of specific methodologies such as Lean Product Development (LPD) and/or Design for Six Sigma (DFSS). This study attempts to identify differences and similarities between these methodologies and the connection between them. This comparison is of interest to practitioners that must choose a strategy for their product development as well as to researchers. The aim of both methodologies is to reduce waste and time of development and to raise the quality of a product at the very roots of the product: its development. LPD and DFSS help development managers to structure projects and focus as much as possible on customer expectations and satisfaction.
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Four characteristics have been regularly applied to services: intangibility, heterogeneity, inseparability, perishability (IHIP). More and more exceptions occur which have…
Abstract
Purpose
Four characteristics have been regularly applied to services: intangibility, heterogeneity, inseparability, perishability (IHIP). More and more exceptions occur which have resulted in substantial criticism. This paper aims to show that each characteristic is valid and useful when related to an individual aspect of services instead of being assigned to services as a single entity.
Design/methodology/approach
Based on customer integration, a framework (FTU framework) and a resource typology are developed. These approaches are the theoretical foundation of the analysis.
Findings
The FTU framework and a resource typology reveal different aspects of services and allow the assignment of the IHIP characteristics to them. Intangibility is assigned to the service offering, heterogeneity and inseparability to customer resources, and perishability to the facilities of the provider.
Research limitations/implications
The paper is based on a theoretical analysis. Researchers may want to empirically test the approach.
Practical implications
Assigning the IHIP characteristics more clearly to certain aspects of services reveals their origin and makes them more tractable. For example knowing that heterogeneity of services is due to customers resources makes it more predictable and manageable.
Originality/value
Although the IHIP characteristics are both widely cited and criticized, existing research has only tried to find and establish new characteristic(s). The approach of this paper is original because it takes a more trenchant look at them in order to develop a framework identifying aspects of services for which they apply.
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Nguyen Hoai Anh and Brian H. Kleiner
This article focuses on the human resource management of the amusement and theme park industry which has been growing significantly over the last decade. To be successful in the…
Abstract
This article focuses on the human resource management of the amusement and theme park industry which has been growing significantly over the last decade. To be successful in the entertainment industry, most theme park companies apply four general human resource strategies: (1) Hire the right people (2) Develop people to deliver service quality (3) Provide needed support systems (4) retain the best people. These strategies are commonly used and shown in the cases of the Disney Company, Universal Studios, and LEGOLAND. However, most of the research in this article focuses on the Disney World theme park, which has become the epitome of excellent customer service, and has set an example for other theme parks to follow. Successful companies must develop various strategies to select the right employees for the right positions, train them for superior customer service, and reward their performance for customer satisfaction. To achieve employee success, it requires a lot of efforts from many individuals in an organisation. Especially, the organisation’s corporate culture and policies must reinforce superior customer service to give clear guidelines for employees’ behaviours. Top management needs to reward and recognise employees who perform extraordinarily in the area of guest service. After all, superior guest quality is that which brings differentiation and profit to any theme park company. Therefore, if customer service is an important issue to an organisation, then people have to be important.
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Unlike previous studies which emphasize market oriented performance from the perspective of firms or customers, but mainly internally, the paper proposes that firms should…
Abstract
Unlike previous studies which emphasize market oriented performance from the perspective of firms or customers, but mainly internally, the paper proposes that firms should prioritize customer‐focused performance defined totally externally from the perspective of targeted customers, which are the fundamental drivers of purchasing or repurchasing behaviors of customers and consequently the key to successful competition in the customer‐centered era. Then, the role of customer‐focused performance in the overall business performance system is examined. After the components and dynamics of customer‐focused performance are analyzed, much attention is given to its key determinants in perspective of a resource‐based view, which aims mainly at bridging the current gaps between strategic management and service management. In addition, important propositions are presented and future implications are discussed.
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