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1 – 10 of over 121000Nitin Seth, S.G. Deshmukh and Prem Vrat
The objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics.
Abstract
Purpose
The objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics.
Design/methodology/approach
Based on a rich combination of extensive literature review and insights gained through exploratory interviews, gap analysis methodology is used in developing the model. This was followed by an in‐depth analysis of gaps at various interfaces in supply chain. Further, both qualitative and quantitative techniques are suggested for data collection and analysis.
Findings
The key gaps in both the directions (forward and reverse) that are likely to affect the service quality at different levels are extensively defined. These gaps may exist between a 3PL service provider and the manufacturer, the marketing function and the 3PL service provider, etc. The paper also proposes frameworks such as data envelopment analysis for measurement of these gaps. A set of possible performance indicators is also proposed at various interfaces in supply chain.
Practical implications
This proposed model is an attempt to explore the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This supply chain service quality tool will be beneficial to practising managers in identification of opportunities for improvements in service quality.
Originality/value
This paper explores some critical issues in the less explored area and offers practical help to researchers and practitioners in providing a direction for supply chain service quality improvement.
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Marketing “from the intra‐organizational perspective” has been comparatively untouched by the critical turn in organization studies. The objective of the present paper is to…
Abstract
Purpose
Marketing “from the intra‐organizational perspective” has been comparatively untouched by the critical turn in organization studies. The objective of the present paper is to contribute to a critical examination of marketing as a change discourse by focusing on service management scholarship. In particular, the paper focuses upon the gap‐model.
Design/methodology/approach
Foucault's disciplinary power concept is used to analyze how the gap‐model tends to objectify, subjectify and normalize.
Findings
Focusing on service management contributes to the scarce critical examination of marketing in general and the almost non‐existent critical examination of service management in particular. Further, the paper contributes to the investigation of the potential production of subjectivity and normalization as an effect of marketing technologies.
Research limitations/implications
This paper suggests empirical exploration of subjective responses to marketing discourse and associated technologies.
Originality/value
Critical examinations of marketing discourse in general, and service management in particular, are very scarce. Specifically, the paper contributes to the understanding of how service management intends to fixate the subject.
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Fabio Lotti Oliva and Peter Kelle
The corporate ethical behavior is a subject that instigates the reflection and practice of researchers and managers in general. Companies dedicate efforts to offer something…
Abstract
Purpose
The corporate ethical behavior is a subject that instigates the reflection and practice of researchers and managers in general. Companies dedicate efforts to offer something valuable to society, making profits and usually doing it in compliance with the current legal system. Specifically in marketing activities, there is a higher potential for conflict between the business conduct and the expectations of society. The purpose of this paper is to analyze the ethical gap of the marketing activities of companies in the Brazilian and French markets.
Design/methodology/approach
As a conceptual framework, the authors adopted the main theories on marketing activities, ethical behavior in marketing and business conduct. The field research was divided into three stages: qualitative research with experts, quantitative research with business managers and validation of results with experts. The analysis of results of the quantitative research with business managers was supported by multivariate analysis techniques, namely, descriptive analysis, cluster analysis and regression analysis.
Findings
In the analysis of results of this study, the authors present the main marketing behaviors in the perception of business ethics in the Brazilian and French markets. In addition, as the main result of the research studies, the authors propose a model for the analysis of ethical gaps in marketing.
Practical implications
The paper proposes a model of analysis of ethical gaps in marketing that relates the omissive and comissive behaviors according to the pressure that society imposes on markets.
Social implications
The paper presents the main marketing behaviors in the perception of business ethics in the Brazilian and French markets. Thus, understanding what are the main marketing behaviors associated with the perception of business ethics allows the organization to leverage its marketing behaviors that are more positive and further develop less positive marketing behaviors.
Originality/value
As the main contribution, this paper proposes a model of analysis of ethical gaps in marketing that relates the omissive and comissive behaviors according to the pressure that society imposes on markets. The model allows the identification of the negative marketing behaviors in the four quadrants designated as opportunism, negligence, recklessness and incompetence. By mapping the problems, it is possible to minimize or eliminate the differences between the marketing behaviors of the company and the expectations of society.
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Arash Shahin, Hadi Balouei Jamkhaneh and Sayedeh Zahra Hosseini Cheryani
The major aim of this investigation is to propose a novel approach for evaluating the implementation of the European Quality Award, i.e. the model of European Foundation for…
Abstract
Purpose
The major aim of this investigation is to propose a novel approach for evaluating the implementation of the European Quality Award, i.e. the model of European Foundation for Quality Management (EFQM).
Design/methodology/approach
The EFQM model includes both enablers and results, while in the service quality gaps model, only the gaps between the organization and customer are studied. In this paper, a new approach has been proposed to assess seven determined gaps in implementing the EFQM model based on the concepts of the service quality gaps model and the ServQual approach. The new approach to the EFQMQual has been examined in Isfahan Province Gas Company using different viewpoints of senior and middle managers and senior experts on four elements of determined gaps. These include perceptions of goals, expectations of goals, perceptions of assessment and expectations of assessment.
Findings
Findings indicate that leadership and key results criteria have the lowest and the highest gap values, respectively. In addition, the fifth gap, i.e. the difference between expectations of assessment and perceptions of assessment, has the lowest average, while the seventh gap, i.e. elements of the EFQM model, has the highest average. With regard to the correlation among the seven gaps, it became obvious that there is a significant correlation among the first, fifth and sixth gaps; and also between the fourth and fifth gaps. Finally, based on the Pareto rule, the priority of the criteria related to each of the gaps has also been determined.
Research limitations/implications
One of the limitations of this study is the complexity of the concepts in the questionnaires, which makes it difficult for respondents to understand the items of the questionnaires. To overcome this, therefore, the researcher has attached a guideline to the distributed questionnaires.
Originality/value
As the literature review indicates, there has not been any research on integrating the concepts of the service quality gaps model, the ServQual approach, and the EFQM model, while also analyzing the weak and strong results obtained from implementing the EFQM model based on such an integrated approach. The significance of the study lies further in the fact that based on an approach similar to the proposed EFQMQual, such concepts can be applied for evaluating the implementation of other quality award systems.
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Nitin Seth, S.G. Deshmukh and Prem Vrat
The purpose of this paper is to highlight the importance of the concept of service quality in a supply chain and present a framework for its measurement.
Abstract
Purpose
The purpose of this paper is to highlight the importance of the concept of service quality in a supply chain and present a framework for its measurement.
Design/methodology/approach
A literature review was conducted on key service quality models and measurement issues. Various dimensions related to the quality of service were explored. This was followed by in‐depth exploratory interviews at different levels. Based on the insights gained, a conceptual framework for measurement of quality of service in supply chain is presented.
Findings
The paper presents a conceptual model of service quality in supply chains based on gap analysis. These gaps are bi‐directional. The bi‐directional gaps cover both inter‐ and intra‐organizational transactions in the supply chain. They include the gap between supplier and focal firm, focal firm and distributor, and distributor and customer. Further, implications of various factors such as economic, politico‐legal, technical, socio‐cultural, competition, demographic are also highlighted. A novel methodology for the measurement of these gaps using various tools such as quality loss function, data envelope analysis, etc. is also presented along with segregating indicators in three categories, namely, quality of service indicators, quality of service and performance indicators, and performance indicators.
Research limitations/implications
The assessment of quality of service in the supply chain is an attempt to cover the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This service quality framework will be beneficial to researchers and practicing managers in identification of opportunities for improvements in service quality.
Originality/value
This paper explores research in the less explored area and offers practical help to researchers and practitioners in providing a direction for service quality improvement in the supply chain.
Details
Keywords
Ala'a Hawari and Richard Heeks
Enterprise resource planning (ERP) systems are increasingly being adopted by organisations in developing countries. As in industrialised countries, this adoption seems beset by…
Abstract
Purpose
Enterprise resource planning (ERP) systems are increasingly being adopted by organisations in developing countries. As in industrialised countries, this adoption seems beset by significant rates of failure, leading to a large waste of investment and other resources. This paper seeks to understand why such ERP failure occurs.
Design/methodology/approach
The paper moves beyond factor lists to make use of an overall “design‐reality gap” model. The model is applied to a case study of ERP failure in a Jordanian manufacturing firm, analysing the situation both before and during ERP implementation through a mix of interviews, observation and document analysis.
Findings
The research finds sizeable gaps between the assumptions and requirements built into ERP system design, and the actual realities of the client organisation. It is these gaps – and the failure to close them during implementation – that underlie ERP project failure.
Research limitations/implications
This study shows the relevance and applicability of the design‐reality gap model to understanding ERP failure. Further research can be undertaken applying the model to other ERP cases, including case studies of success.
Practical implications
The paper draws conclusions about good practice in ERP implementation relating to both risk identification and risk mitigation, which must be based on closing design‐reality gaps. It offers examples of both specific and generic actions that help to achieve this. But it also notes limitations existing in some developing country contexts that may continue to constrain the effective use of enterprise resource planning systems.
Originality/value
The paper provides a new model for understanding ERP project success and failure, and for practical risk mitigation. The design‐reality gap model aims to be comprehensive but also contingent; sensitive to the specific conditions of any individual client organisation.
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Pieter J.A. Nagel and Willem W. Cilliers
In recognising the need to research the conceptof customer satisfaction the study aims to developa strategic approach to measuring a customer′ssatisfaction with a particular…
Abstract
In recognising the need to research the concept of customer satisfaction the study aims to develop a strategic approach to measuring a customer′s satisfaction with a particular enterprise. The study is an attempt to (1) develop an overall concept of customer satisfaction; (2) provide a detailed relationship structure for implementation within a company; and (3) identify potential research areas. A basic premiss of the study is that the focus should be on maximising total product value to the customer; and then, second, that customer satisfaction of external customers is inter‐dependent on the satisfaction of internal customers. The framework of the research centres on a proposed model which integrates all aspects so as to maximise the potential of the organisation and all its subsystems to create and sustain satisfied customers. The approach begins with a conceptualisation phase in which the concept of customer satisfaction is explored. Attributes are then classified into services and this is then extended to integrate the internal customer into a total service model; applying gap‐analysis to this model. Enterprise satisfaction provides the basis for extending the total service model; positioning is applied to the customer satisfaction strategy; and operationalising of this strategy is proposed through an implementation model.
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Ravi S. Behara, Warren W. Fisher and Jos G.A.M. Lemmink
Effective measurement and analysis of service quality are an essential first step in its improvement. This paper discusses the development of neural network models for this…
Abstract
Effective measurement and analysis of service quality are an essential first step in its improvement. This paper discusses the development of neural network models for this purpose. A valid neural network model for service quality is initially developed. Customer data from a SERVQUAL survey at an auto‐dealership network in The Netherlands provide the basis for model development. Different definitions of service quality measurement are modelled using the neural network approach. The perception‐minus‐expectation model of service quality was found not to be as accurate as the perception‐only model in predicting service quality. While this is consistent with the literature, this study also shows that the more intuitively appealing but mathematically less convenient expectation‐minus‐perception model out‐performs all the other service quality measurement models. The study also provides an analytical basis for the importance of expectation in the measurement of service quality. However, the study demonstrates the need for further study before neural network models may be effectively used for sensitivity analyses involving specific dimensions of service quality.
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Vikas Kumar and Bikramjit Singh Hundal
This study aims to consider a five-factor model to evaluate the service quality of solar product companies in the context of rural Punjab (India) and validate the proposed model…
Abstract
Purpose
This study aims to consider a five-factor model to evaluate the service quality of solar product companies in the context of rural Punjab (India) and validate the proposed model. In addition, the study considered the factors which affect the service quality of solar product companies.
Design/methodology/approach
A five-factor model of service quality has been tested for reliability and validity by confirmatory factor analysis. For determining satisfaction of the solar product users, SERVQUAL model/gap analysis has been applied. Five dimensions, namely tangibility, reliability, responsiveness, assurance and empathy have been considered to assess the overall satisfaction level. A modified scale of Parasuraman incorporated in 1985 has been used as a survey instrument for research. A sample size of 345 solar submersible pump users was selected.
Findings
The study concluded that dimensions such as reliability, responsiveness, assurance and empathy have lesser gap. The major gap has been found in the tangibility dimension which includes variables like modern design of solar energy products, facilities and attractiveness, variety of solar products and performance of solar products, etc.
Research limitations/implications
As primary data are concerned, the biasness of the respondents may affect the results of the study. The survey has been conducted in the Punjab region, and a sample size is 345 only which may not reflect the broader picture.
Practical implications
Solar energy has huge benefits in the Indian agriculture sector. The erratic state of power supply in India casts important costs on agriculture productivity. One such segment concerns systems, an important input for agriculture production. The study has implications for solar energy product manufacturers, as it makes them aware about customer perception toward services of solar product companies.
Social implications
To decrease pollution and to save the environment, solar energy technologies have a good potential energy source and to meet the global energy demand, as it is the most promising and reliable energy source.
Originality/value
The existing studies in the context of service quality of solar product companies in Punjab have been majorly confined to proposing key drivers toward adoption of renewable energy sources. By providing an insight into the satisfaction level of farmers for solar submersible pumps, the proposed study attempts to fill the gap. As the study relates to solar product users in rural Punjab, the findings will be of additional value to solar product companies which are manufacturing solar products. Therefore, it is expected that this research will fill the gap in literature by studying empirically the service quality of solar product companies.
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To study the effect of Knightian uncertainty – as opposed to statistical estimation error – in the evaluation of value‐at‐risk (VaR) of financial investments. To develop methods…
Abstract
Purpose
To study the effect of Knightian uncertainty – as opposed to statistical estimation error – in the evaluation of value‐at‐risk (VaR) of financial investments. To develop methods for augmenting existing VaR estimates to account for Knightian uncertainty.
Design/methodology/approach
The value at risk of a financial investment is assessed as the quantile of an estimated probability distribution of the returns. Estimating a VaR from historical data entails two distinct sorts of uncertainty: probabilistic uncertainty in the estimation of a probability density function (PDF) from historical data, and non‐probabilistic Knightian info‐gaps in the future size and shape of the lower tail of the PDF. A PDF is estimated from historical data, while a VaR is used to predict future risk. Knightian uncertainty arises from the structural changes, surprises, etc., which occur in the future and therefore are not manifested in historical data. This paper concentrates entirely on Knightian uncertainty and does not consider the statistical problem of estimating a PDF. Info‐gap decision theory is used to study the robustness of a VaR to Knightian uncertainty in the distribution.
Findings
It is shown that VaRs, based on estimated PDFs, have no robustness to Knightian errors in the PDF. An info‐gap safety factor is derived that multiplies the estimated VaR in order to obtain a revised VaR with specified robustness to Knightian error in the PDF. A robustness premium is defined as a supplement to the incremental VaR for comparing portfolios.
Practical implications
The revised VaR and incremental VaR augment existing tools for evaluating financial risk.
Originality/value
Info‐gap theory, which underlies this paper, is a non‐probabilistic quantification of uncertainty that is very suitable for representing Knightian uncertainty. This enables one to assess the robustness to future surprises, as distinct from existing statistical techniques for assessing estimation error resulting from randomness of historical data.
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