Search results

This paper aims to involve both the development of a quantitative measure of outsourcing success that integrates recent research findings on expectations and applying the hierarchy-of-effects (HOE) model to investigating the influence of success on client satisfaction and recommendation intention.

This paper conducted a global survey of information systems managers and Chief Information Officers from firms who have engaged in outsourcing and analyzed the data using partial least squares (PLS).

The study analysis demonstrates the impact of client expectations on perceived outsourcing success, client satisfaction and intention to recommend. This paper also discusses how findings of this study provide important implications for both researchers and practitioners.

To further investigate the theoretical trend toward examining the impact of expectations on outsourcing success, this study extends the foundational success research by quantitatively demonstrating the robustness of an outsourcing success construct that incorporates expectations. Moreover, this study extends the traditional models of success by incorporating factors from each of the stages of client behavior, including cognition, affect and conation.

Reports on research into measurement of consumer expectations. Examines the stability of consumer expectations and considers whether the measurement of expectations should occur before or after the service encounter. Discusses the measurement issue as a way of building competitive advantage by meeting consumer expectations of the service.

The purpose of this paper is to investigate the possible asymmetric response of inflation expectations to oil price and policy uncertainty shocks.

The authors used the test of asymmetric impulse responses proposed by Kilian and Vigfusson (2011) to explore the issue of asymmetry.

Unlike other studies that assume symmetric effects, this study finds asymmetric effects of oil price and policy uncertainty on inflation expectations for positive and negative shocks and for pre- and post-financial-crisis periods. In particular other things being same, a same magnitude oil price shock has greater effect on inflation expectations in post-crisis period than in pre-crisis period. Moreover, in post-crisis period a positive increasing oil price shock has greater effect on inflation expectations than a negative decreasing oil price shock.

The paper concludes that FED’s greater focus on output stabilization since financial crisis has made inflation expectations less anchored and a sudden surge in oil price may quickly trigger inflation through inflation expectations.

Exploring the issue of the possible asymmetric effects of oil price and economic policy uncertainty on inflation expectations is a relatively new topic (as other studies only assumed symmetry and did not investigate the possible asymmetry in this regard).

Investors and financial statement users may have differing beliefs about the responsibility of an independent accounting firm performing an audit of a client's financial statements. This study aims to investigate the existence of an audit expectation gap between auditors and financial statement users in Egypt.

The research method adopted in this study is identical to that used by Schelluch, Best et al. and Fadzly and Ahmed.

The results found evidence of a wide audit expectation gap in Egypt in the areas of auditor responsibilities for fraud prevention, maintenance of accounting records, and auditor judgment in the selection of audit procedures. To a lesser extent, an expectation gap was found concerning the reliability of audit and audited financial statements, and the usefulness of audit.

The different economic and cultural conditions in Egypt may restrict the generalisability of this study.

In order to reduce the expectation gap and improve decision‐making by financial statement users, the results of this study support the adoption of the long‐form audit report, augmentation of the auditing framework, strengthening of the auditor's integrity, and finally educating users on the nature and functions of audit.

This paper contributes to the understanding of the diverse nature of the expectations gap by examining the different economic and cultural setting of Egypt.

The purpose of this paper is to argue that understanding and exceeding customer expectations in the aged care services is more complex than other health services and general services because of the multiple stakeholders and additional intimacies that exist.

The author first explores expectation theory and how it links to customer behaviour and then discusses confirmation/disconfirmation theory.

The author builds an argument that aged care service providers must understand consumer needs and expectations so that customer satisfaction is generated.

Exploring patient and relative expectation and satisfaction in different theoretical contexts.

The purpose of this paper is to study of services of front desk staff using SERVQUAL aims to measure the perception and expectations of the library users. The librarians, keeping in view the expectations will get an idea that how much the services should be improved while the users will have an idea that what they want, and what are they provided with. In additions, the difference between the perception and expectations of the male library users and female library users is explored to give an idea to the librarians that what dimension of the services they need to explore.

Quantitative research method was used to conduct this study. The SERVQUAL instrument was used to measure the levels of perception and expectation through a structured questionnaire at the five points Likert scale. The tool was used with the permission of the author Berry et al. (1985). All the libraries of affiliated medical college with the University of Health Sciences were the population for this study. Through random sampling technique, 20 questionnaires per medical colleges were filled by the students of medical colleges. In total, 202 questionnaires returned and were analyzed after data entry in Statistical Package for Social Science version 19.

Mean of the total respondents indicate that the improvement in all the five dimensions of the service quality is required as the expectations found to be higher in all the five dimensions as compared to the perceptions. Perceived values are higher among female library users, so the library front desk staff requires increasing the perceived values of male users through improving their services to male library users. While comparing the expectations between male and female users, the results indicate that male library users want more responsiveness and reliability from the staff.

This study measures the perceptions and expectations of the student library users of the medical college affiliated with University of Health Sciences, Lahore. Only main libraries excluding the small departmental libraries are included in this study. This study can be generalized in other private medical colleges as well as other researchers can study further in their own environment.

The results indicate that the expectations are higher. Keeping in view, the librarians will work to meet the expectations of the users. The expectation of the female users are higher in tangibility and empathy dimensions, while the male users expect more in reliability, responsiveness and assurance dimensions. In short, all the results showed that the expectations were higher than the perceptions. Keeping this study in view, the librarians can improve their weak areas of front desk staff services to meet the expectations of the users.

It is the first study of its type to measure the service quality of front desk staff. The service quality of front desk staff is never been measured in medical colleges using SERVQUAL in Lahore. The results of this study provide the guidelines to satisfy library users. The difference between the perception and expectations provides librarians and library managers with a road map to develop the service quality of front desk staff to meet the expectation level of the user’s for their satisfaction. This study can be generalized to the medical colleges other than Lahore.

As there is still only limited research about expectation formation in destination marketing, the aim of this paper is to enhance this body of knowledge by providing theoretical and empirical evidence about the role of different factors which generate tourist expectations. In particular, since expectations may significantly condition not only the tourist choice process but also the perceptions of experiences, the objective of this paper is to examine the factors contributing to the expectations of a tourist destination. Based on service expectations literature, a theoretical framework postulates the main factors generating tourist expectations.

Empirical research tests the research hypotheses. More specifically, several in‐depth interviews and focus groups (qualitative research) and a survey conducted in a holiday destination (quantitative research) led to data collection.

Tourist expectations are a second‐order factor based on inter‐correlations among several first‐order factors (i.e. past experience, external communication, word‐of‐mouth communication and destination image). In addition, image can be considered as the main factor generating expectations of a destination.

The main limitation of this study is the geographic area (tourist site) of the research process. The tourist destination under investigation significantly influences the characteristics of the sample, of which national tourists are the main constituent.

Managing the destination image and the quality of experience is critical to induce favorable expectations of the destination in the tourist's mind. In addition, the coherence and reliability of destination communication need to be controlled in expectations management.

This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS) function within organizations. While the results indicate that users have consistently high expectations across organizations, the results also indicate that expectations can differ due to age and gender. The paper discusses the implications of these results, along with ways that management can use this information to better influence user expectations.

The aim of this paper is to examine a model that combines barriers, drivers, government responses, recovery expectations, expected future changes in performance and the extent of digitalisation as a moderator in SMEs.

This study uses exploratory causal methodologies. The study employs a quantitative methodology based on utilising an electronic questionnaire to gather the opinions of home workers and entrepreneurs in Jordan. The cross-sectional data collection approach was conducted in a single time frame, and a total of 1,179 valid questionnaires were analysed using Smart PLS along with SPSS.

The findings demonstrate that the barriers lower the expectations of recovering performance, whilst the drivers and government responses raise the expectations of both performance recovery and change in performance. Concerning digitalisation, this study discovered that firms going digital had a significant positive direct impact on expectations of performance change. This paper also found that expectations of performance change are significantly positively impacted by the interaction between drivers and digitalisation. However, the moderating influence of digitalisation on the positive impact of government responses on expectations of performance change was not verified.

The study's conclusions led to the formulation of several policy recommendations aimed at easing the burden on SMEs.

This study adds something new to the body of knowledge on SMEs by investigating the effects of barriers, drivers and government responses on expectations of performance recovery and the expected future change in performance moderated by digitalisation.

This paper aims to investigate the relationship between prospective teachers’ cultural profiles and service quality expectations in a pedagogical training program in Greece.

Using the EppekQual scale and an alternative Hofstede’s cultural scale, 113 prospective teachers in a Greek training program were surveyed. The study uses descriptive statistics, correlation analysis and multiple regression, validating measurements through confirmatory factor analysis.

Prospective teachers exhibit a low-power orientation and a preference for feminine values. Rejecting hierarchy correlates with quality expectations, especially in the curriculum dimension, emphasizing student-centric education. A positive correlation with acceptance/avoidance of uncertainty is observed, notably in learning outcomes and administrative services. The cultural aversion to ambiguity shapes individuals’ prioritization of all quality dimensions. A realistic long-term perspective correlates positively with expectations in learning outcomes, aligning with Greek culture’s emphasis on security. Contrary to expectations, a predilection for feminine values positively impacts service quality expectations, particularly in curriculum, learning outcomes and academic staff dimensions. The hypothesis related to individualism/collectivism is not substantiated, indicating a negative association with the curriculum dimension.

Tailoring program designs to embrace student-centric and collaborative learning environments is recommended. Acknowledging cultural aversions to uncertainty, program flexibility and clarity are essential. Integrating career planning and mentorship aligns with realistic long-term perspectives. The need for a balanced approach to personal and intellectual development is also suggested.

This study uncovers specific cultural dimensions that shape quality expectations within a Greek teacher training context.