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Article
Publication date: 1 February 1993

Moonkyu Lee and Francis M. Ulgado

Examines how customers react to service extensions, or the use ofan established company name to enter new service categories or classes.Reports the findings of an experiment…

Abstract

Examines how customers react to service extensions, or the use of an established company name to enter new service categories or classes. Reports the findings of an experiment designed to assess the effectiveness of the extensions. Discusses the managerial implications of the results for service extension strategies in the marketplace.

Details

Journal of Services Marketing, vol. 7 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 May 1993

Moonkyu Lee, In‐Ku Lee and Francis M. Ulgado

Reports the findings of a study that examined the relative impactof various marketing strategies on the performance of mature products ina rapidly developing country, South Korea…

Abstract

Reports the findings of a study that examined the relative impact of various marketing strategies on the performance of mature products in a rapidly developing country, South Korea, from a contingency theory perspective. The results indicate that the competitive environment of the maturity stage in the product life cycle in Korea can be classified into four distinctive types and that different strategies have different effects on product performance for each type of environment. The results also suggest that generally, vertical integration and product/ service improvement strategies have the most significant influence on the performance of the mature products in Korea. Discusses implications of the results for domestic and international marketers in the country.

Article
Publication date: 18 May 2012

Namin Kim and Francis M. Ulgado

The present study compares two types of compensation – i.e. on‐the‐spot and delayed – and tries to reveal how and when firms can utilize delayed compensation effectively. For…

1998

Abstract

Purpose

The present study compares two types of compensation – i.e. on‐the‐spot and delayed – and tries to reveal how and when firms can utilize delayed compensation effectively. For this, failure severity is considered how these two types of compensation affect satisfaction and repurchase intentions.

Design/methodology/approach

A scenario‐based experiment in the hotel and restaurant industries was used with a sample of 292 students.

Findings

The results show that failure severity acts as a moderating variable in a recovery process of compensation‐satisfaction‐repurchase intention. The more severe consumers perceive the failure is, the more they depend on satisfaction to decide repurchase intentions. The two types of compensation are also moderated by failure severity on their effects on satisfaction and repurchase intentions. On‐the‐spot compensation leads to more satisfaction and repatronage intentions when failures are severe, but the results are not as straightforward when failures are insignificant. Under such a condition, while delayed compensation does not engender customer satisfaction with recovery as much as on‐the‐spot compensation, repatronage intentions for both types of compensation were similar in the hotel industry and even higher in restaurant services.

Research limitations/implications

Industry differences such as ease of visit, frequency of visit, competition factors, and primary value (e.g. hedonic versus utilitarian) are expected to influence the effects of on‐the‐spot versus delayed compensation.

Practical implications

The study provides practitioners with the implication that the timing of compensation should be approached strategically according to the severity of failure and recovery outcomes they expect to achieve.

Originality/value

The present study tries to focus on compensation, one of the most commonly used recovery strategies, and tries to find the effects of different timings of it.

Article
Publication date: 1 April 1994

Naresh K. Malhotra, Francis M. Ulgado, James Agarwal and Imad B. Baalbaki

Discusses and applies a general framework for services quality to make acomparative evaluation of ten dimensions of service quality betweendeveloped and developing countries…

5472

Abstract

Discusses and applies a general framework for services quality to make a comparative evaluation of ten dimensions of service quality between developed and developing countries. Derives specific hypotheses for each of the service quality dimensions based on the relevant environmental factors characterizing developed and developing economies. Discusses managerial implications of the hypotheses that are derived, and proposes the empirical investigation of these hypotheses as a direction for future research.

Article
Publication date: 1 February 1997

Moonkyu Lee and Francis M. Ulgado

A growing number of US fast‐food franchises are expanding operations to overseas markets. Critical to the success of these service firms is an understanding of the way consumers…

16314

Abstract

A growing number of US fast‐food franchises are expanding operations to overseas markets. Critical to the success of these service firms is an understanding of the way consumers in foreign markets evaluate their services. Reports the findings of a study that examined and compared the expectations and perceptions of US customers with those of South Korean clients about an international fast‐food chain. Reveals several important differences between the two groups of customers. Discusses the implications of the results for US fast‐food companies in international markets.

Details

Journal of Services Marketing, vol. 11 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 June 2005

Naresh K. Malhotra, Francis M. Ulgado, James Agarwal, G. Shainesh and Lan Wu

Despite the rapid growth and internationalization of services, marketers of services realize that to successfully leverage service quality as a global competitive tool, they first…

14963

Abstract

Purpose

Despite the rapid growth and internationalization of services, marketers of services realize that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service “quality.” This paper aims to examine the differences in perception of service quality dimensions between developed and developing economies.

Design/methodology/approach

Parasuraman et al. proposed a framework consisting of ten determinants or dimensions of service quality: reliability, access, understanding of the customer, responsiveness, competence, courtesy, communication, credibility, security, and tangible considerations. The authors propose 14 hypotheses emphasizing differences in the perception of these dimensions between developed and developing economies by linking these with economic and socio‐cultural factors. Extensive survey data are collected in the context of banking services from three countries: USA, India, and the Philippines and statistically tested using multivariate analysis of variance.

Findings

Of the 14 hypotheses, 13 were supported (five partially) in that the results for the USA were systematically and significantly different from those for India and the Philippines in the predicted direction.

Research limitations/implications

While almost all of the hypotheses are supported, future research should look at multiple service sectors and include alternative service quality models to further validate this study.

Practical implications

Despite limitations, current results have significant implications for international marketing in service strategy formulation, service development, pricing, communications, and service delivery.

Originality/value

International service managers need to understand the value of environmental differences between countries in terms of economic development and cultural value system and accordingly emphasize the various dimensions of service quality differentially.

Details

International Marketing Review, vol. 22 no. 3
Type: Research Article
ISSN: 0265-1335

Keywords

Article
Publication date: 26 April 2013

Brian C. Imrie

This research seeks to provide guidance for the global manager by determining the manner through which social interaction influences service quality evaluation. Furthermore, the…

1276

Abstract

Purpose

This research seeks to provide guidance for the global manager by determining the manner through which social interaction influences service quality evaluation. Furthermore, the paper aims to explore the function of economic development in altering the role of social relationships in service quality evaluation.

Design/methodology/approach

Consistent with the critical realism paradigm a multi‐method design is adopted for this study. Sociologist Pierre Bourdieu's structuralist perspective of culture is utilised as the analytical framework.

Findings

The findings challenge both marketing and sociology theory that propose that individuals are less focussed on nurturing inter‐personal relationships as they are empowered economically. Indeed it is found that social networks (i.e. social capital) perform a key role in service quality preference formation and dissemination. The evidence suggests that economic development has not mitigated the influence of social relationships upon service consumption.

Research limitations/implications

The paper identifies a research agenda towards developing a measure of service quality that more comprehensively probes the social element of the service encounter. In order to more fully explore the impact of economic capital on the service quality construct it is identified that a longitudinal study is required that focuses upon nations as they transition from developing to developed nation status.

Practical implications

This study has significant implications for marketing managers seeking to build a presence in Taiwan or other similarly profiled Confucian based societies. It is advised that strategists should adopt a customised strategic plan when operating within Taiwan and similarly profiled cultures. In particular this study encourages a focus upon nurturing inter‐personal relationships and leveraging these relationships to effectively communicate to target markets in Confucian societies.

Originality/value

This study adopts a sociological perspective of the cultural influence upon the service quality evaluation process.This approach is presented as preferable to the national values‐oriented studies that have dominated research in the area.

Details

Management Decision, vol. 51 no. 4
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 2 May 2017

Prateek Kalia

Measuring service quality in online retail is critical. The purpose of this paper is to put in foreground key methodological issues of prevailing research related to scale…

3496

Abstract

Purpose

Measuring service quality in online retail is critical. The purpose of this paper is to put in foreground key methodological issues of prevailing research related to scale development for the measurement of service quality in the context of online retail.

Design/methodology/approach

Content analysis of 30 research papers sourced from prestigious databases has been done to detect defects within research and sampling methods, survey administration, item generation and purification, dimensionality analysis, reliability and validity assessment. Also observations regarding dimensionality of online service quality constructs have been highlighted.

Findings

Study revealed deficiencies in sample size and composition, quantitative orientation in research methods, leniency in item generation/purification and negligent assessment of reliability and validity. It was found that e-service quality is multidimensional in nature and there is no consensus on number and nature of dimensions, although security/privacy, website design, reliability, responsiveness and information emerged as most cited dimensions. Electronic and traditional service quality dimensions displayed analogy in direct or adapted form.

Originality/value

This paper is first to highlight key methodological issues of prevailing research on e-service quality scale development in context of online retail. Implications for researchers and managers are summarized at the end of the study.

Details

International Journal of Operations & Production Management, vol. 37 no. 5
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 28 March 2024

Yingying Liao, Ebrahim Soltani, Fangrong Li and Chih-Wen Ting

Prior research examining cultural effects on customer service expectations has primarily used more generic Western cultural theory on an aggregate scale or with only a single…

Abstract

Purpose

Prior research examining cultural effects on customer service expectations has primarily used more generic Western cultural theory on an aggregate scale or with only a single variable to draw conclusions on a customer’s underlying reasoning for buying a service. This study aims to focus on culturally distinct clusters within non-Western nations, specifically exploring within-cluster differences in service expectations within the Confucian Asia cluster.

Design/methodology/approach

This study developed a measurement model of Chinese cultural values and service expectations, consisting of a three and five-factor structure, respectively. Data from a sample of 351 diners were analysed using SmartPLS software. The data was compared with similar studies within the Confucian Asia cluster to understand the culture effect on service expectations and within-cluster variations.

Findings

The findings underscore the varying importance of cultural values in shaping customer service expectations, emphasizing their relative, rather than equal, significance. The study provides insights into potential within-group differences in customer service expectations within the same cultural cluster – without losing sight of the fundamental cultural heterogeneity of the Confucian culture.

Practical implications

Managers should leverage the distinct cultural values of their operating country to gain insights into diverse customer groups, predict their behaviours and meet their needs and expectations.

Originality/value

This study offers valuable insights to both service management scholars and practitioners by focusing on culturally distinct clusters of non-Western nations and exploring their effects on variation in service expectations within these clusters.

Details

International Journal of Quality and Service Sciences, vol. 16 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 28 October 2019

Fazlul K. Rabbanee, Mohammad Moinul Haque, Shanta Banik and Mohammad Majedul Islam

The purpose of this paper is to offer a better understanding of managing engagement in an emerging economy service. It explores the role of organisational climates for initiative…

Abstract

Purpose

The purpose of this paper is to offer a better understanding of managing engagement in an emerging economy service. It explores the role of organisational climates for initiative and psychological safety as the key drivers of employee engagement (EE). It also examines the effects of EE on customer engagement (CE) and, in turn, on relationship commitment and switching intention.

Design/methodology/approach

Data were collected through a structured survey of service employees and customers of 69 bank branches in Bangladesh using two survey instruments. Responses were collected from 156 employees and 316 customers. A dyadic data set was created by matching customer data with the corresponding employee data collected from each bank branch. Structural equation modelling using AMOS (version 22.0) was employed for data analysis.

Findings

Organisational climates for initiative and psychological safety positively influence EE. In turn, EE significantly influences CE which has a significant impact on customer relationship commitment and switching intention.

Research limitations/implications

Future research could consider actual customer behaviour, such as repeat purchase, as the key outcome variable.

Practical implications

The findings emphasise that investment by service managers in organisational resources to facilitate favourable climates for initiative and psychological safety would engage employees at work, which would ultimately help to attain CE and commitment, and reduce switching intention.

Originality/value

This research extends the existing engagement literature with empirical evidence supporting two new EE drivers and two new CE outcomes. It offers a better understanding of managing engagement in the financial services industry of an emerging economy, focussing on the relationship chain from organisational climate to EE, CE and customer-based outcomes.

Details

Journal of Service Theory and Practice, vol. 29 no. 5/6
Type: Research Article
ISSN: 2055-6225

Keywords

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