Search results

1 – 10 of over 96000
To view the access options for this content please click here
Article
Publication date: 12 August 2014

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…

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.

Details

Measuring Business Excellence, vol. 18 no. 3
Type: Research Article
ISSN: 1368-3047

Keywords

To view the access options for this content please click here
Book part
Publication date: 14 December 2004

Kimberly Gladden Burke, Stacy E. Kovar and Penelope J. Prenshaw

The importance of alignment between users’ and providers’ expectations of accounting services has long been recognized as paramount in the auditing profession. The…

Abstract

The importance of alignment between users’ and providers’ expectations of accounting services has long been recognized as paramount in the auditing profession. The importance of expectations, and especially expectations gaps, is even more compelling for new assurance services, where the importance of marketing the service is pronounced. This paper develops the Assurance Gaps Model, which describes expectations gaps in general, defining these holistic differences between users’ and providers’ perceptions of assurance services as assurance gaps. The model suggests that assurance gaps really have a number of components – expectations, evaluations of performance and disconfirmation – all of which impact users’ satisfaction with the service. The magnitude of each of these components, as well as the emphasis placed on each one, is important in describing the nature of the gap. This model is consistent with previous research in auditing as well as a large body of research in marketing studying expectations and the satisfaction process (Oliver, 1997). To illustrate potential applications of the Assurance Gaps Model, hypotheses are developed and tested using an online simulation of the ElderCare assurance service proposed by the AICPA/CICA. Results indicate that users and providers demonstrate similar magnitude of each of the factors in the model, but differ in that users emphasize performance in forming satisfaction judgments while providers emphasize expectations. The study and results illustrate the usefulness of the model for performing detailed analysis of assurance gaps and for suggesting appropriate courses of action to manage the factors that contribute to them.

Details

Advances in Accounting Behavioral Research
Type: Book
ISBN: 978-1-84950-280-1

To view the access options for this content please click here
Article
Publication date: 25 May 2010

Moshe Sniedovich

The purpose of this paper is to clarify a number of important facts about info‐gap decision theory.

Abstract

Purpose

The purpose of this paper is to clarify a number of important facts about info‐gap decision theory.

Design/methodology/approach

Theorems are put forward to rebut claims made about info‐gap decision theory in papers published in this journal and elsewhere.

Findings

Info‐gap's robustness model is a simple instance of the most famous model in classical decision theory for the treatment of decision problems subject to severe uncertainty, namely Wald's maximin model. This simple instance is the equivalent of the well‐established model known universally as radius of stability. Info‐gap's robustness model has an inherent local orientation. Therefore, it is in principle unable to address the fundamental difficulties presented by the type of severe uncertainty that is postulated by info‐gap decision theory.

Practical implications

These findings caution against accepting the assertions made in the info‐gap literature about: info‐gap decision theory's role and place in decision making under severe uncertainty; and its ability to model, analyze, and manage severe uncertainty.

Originality/value

This paper exposes the serious difficulties with claims made in papers published in this journal and elsewhere regarding the place and role of info‐gap decision theory in decision theory and its ability to handle severe uncertainty.

Details

The Journal of Risk Finance, vol. 11 no. 3
Type: Research Article
ISSN: 1526-5943

Keywords

To view the access options for this content please click here
Article
Publication date: 20 February 2007

Per Skålén and Martin Fougère

Marketing “from the intra‐organizational perspective” has been comparatively untouched by the critical turn in organization studies. The objective of the present paper is…

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 gapmodel.

Design/methodology/approach

Foucault's disciplinary power concept is used to analyze how the gapmodel 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.

Details

Journal of Organizational Change Management, vol. 20 no. 1
Type: Research Article
ISSN: 0953-4814

Keywords

To view the access options for this content please click here
Article
Publication date: 1 August 2006

Nitin 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.

Details

International Journal of Physical Distribution & Logistics Management, vol. 36 no. 7
Type: Research Article
ISSN: 0960-0035

Keywords

To view the access options for this content please click here
Article
Publication date: 1 October 2005

Masood A. Badri, Mohamed Abdulla and Abdelwahab Al‐Madani

The main objective of the study was to utilize SERVQUAL for identifying gaps in the chain of services provided by the information technology (IT) resources. SERVQUAL was…

Abstract

Purpose

The main objective of the study was to utilize SERVQUAL for identifying gaps in the chain of services provided by the information technology (IT) resources. SERVQUAL was applied to IT services in higher education institutions in the United Arab Emirates.

Design/methodology/approach

Because of the many concerns and reservations raised with regard to using perception scores or gap scores, the appropriateness of the SERVQUAL measure to verify the anticipated structure of the instrument was also examined. Using confirmatory factor analysis, the structure of the perception scores (performance‐based model) and the gap scores (performance minus expectation‐based model) were examined.

Findings

The evaluation of model‐fit provided mixed results, but, in general, the results favored the perception scores. However, some statistical fit‐tests suggested that both models lacked the features necessary for a good fit. On the other hand, based on their feedback, respondents felt that SERVQUAL is a useful indicator for IT center service quality in institutions of higher education. SERVQUAL identified gaps in service quality for the three institutions. Empirical results of SERVQUAL scores for the IT centers in the three institutions are also presented.

Originality/value

The paper reassesses the structure and validity of the SERVQUAL model given its wide use and criticism, and applies the model to an important set of related, yet distinct service organizations such as information technology centers.

Details

International Journal of Quality & Reliability Management, vol. 22 no. 8
Type: Research Article
ISSN: 0265-671X

Keywords

To view the access options for this content please click here
Article
Publication date: 3 April 2018

Mukesh Kumar, K.S. Sujit and Vincent Charles

The purpose of this paper is to propose the microeconomics concept of elasticity to estimate the SERVQUAL gap elasticity to derive important insights for service providers…

Abstract

Purpose

The purpose of this paper is to propose the microeconomics concept of elasticity to estimate the SERVQUAL gap elasticity to derive important insights for service providers to develop the right strategies to bridge the overall gap in service.

Design/methodology/approach

The dimensions of SERVQUAL adopted from Parasuraman et al. (1988) and Kumar et al. (2009) are first verified for their unidimensionality using structural equation modeling and reliability in the context of United Arab Emirates banking industry. Furthermore, the technique of dominance analysis is used to derive the relative importance of dimensions for different groups of banks. Finally, the stepwise log-linear regression models are used to estimate the gap elasticity to measure the responsiveness of the overall SERVQUAL gap to a change in customers’ perception on different dimension.

Findings

The results reveal that the dimension which is prioritized as the most important dimension need not to be the one to be targeted under the resource constraint to react faster to the changes of customers’ banking behavior.

Originality/value

This is probably the first attempt to examine the service quality through gap elasticity. This method is especially useful when the traditional approach to measure relative importance of critical factors fails to clearly discriminate between two or more dimensions, which, in turn, may lead to failure in decision making to choose the right strategies to bridge the overall gap in the service.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

To view the access options for this content please click here
Article
Publication date: 3 May 2013

Hong Wang, Georgi Djambazov and Koulis Pericleous

The purpose of this paper is to describe how a 3D/1D transient heat transfer model has been developed for getting accurate thermal boundary conditions when investigating…

Abstract

Purpose

The purpose of this paper is to describe how a 3D/1D transient heat transfer model has been developed for getting accurate thermal boundary conditions when investigating the heat transfer in the TiAl castings and also for reducing the computational cost and simplifying the mesh generation.

Design/methodology/approach

Heat transfer in the mould is assumed to take place only in a direction perpendicular to the mould wall, called 1D heat transfer. The coordinates of cell centre and the temperature in the mould wall can be calculated by the model instead of meshing mould. Heat transfer in the mould is computed via the FD solution of a 1D heat transfer equation.

Findings

For some types of geometry, the model works very well. However, for some, which contain the geometric feature called “dead corner”, the model can't cover. There is some impact on the accuracy of the model.

Practical implications

In the casting industry, the geometry of the casting is usually very complex and contains different features. This leads to difficult meshing when using numerical model to predict the casting process. Furthermore, an accurate calculation is very important on the thermal boundary during filling and solidification, to support practice, to improve the process and minimise the casting defects.

Originality/value

In this paper, a novel method is developed to calculate the heat transfer through the casting‐mould interface to the mould wall in a casting.

Details

International Journal of Numerical Methods for Heat & Fluid Flow, vol. 23 no. 4
Type: Research Article
ISSN: 0961-5539

Keywords

To view the access options for this content please click here
Article
Publication date: 6 July 2012

Uni Martinsen and Maria Björklund

The interface between logistics service providers (LSPs) and shippers is an area that has received little attention in previous research and even less has been done when…

Abstract

Purpose

The interface between logistics service providers (LSPs) and shippers is an area that has received little attention in previous research and even less has been done when environmental issues are added to this interface. Nonetheless, the perception among researchers and the industry is that in many instances, supply and demand in this green interface does not coincide. The purpose of this paper is, therefore, to identify the matches and gaps between LSPs' green supply and the shippers' green demand.

Design/methodology/approach

This paper is based on a web‐based survey sent out to Swedish LSPs and shippers. A gap analysis based on mean values and confidence intervals was conducted.

Findings

Findings indicate that the LSPs overachieve when it comes to green categories and also that they are aware of this situation. Shippers, on the other hand, interestingly are not aware of this and they seem satisfied with what they perceive is offered by LSPs.

Research limitations/implications

Contrary to previous research, the paper specifies matches and gaps in the green LSP‐shipper interface. As the survey covered actors in the Swedish market, future research would benefit from similar analyses from other countries.

Practical implications

The findings are of use for LSPs' understanding of shippers' environmental demands, and thereby enable them to adapt better to market demand. Similarly, shippers can use the findings to understand green supply and possibly change their demands accordingly.

Originality/value

This paper adds to the knowledge of the green LSP‐shipper interface. Furthermore, it uses gap analysis, which appears to be something not previously done within environmental logistics research.

Details

International Journal of Physical Distribution & Logistics Management, vol. 42 no. 6
Type: Research Article
ISSN: 0960-0035

Keywords

To view the access options for this content please click here
Book part
Publication date: 28 March 2006

June E. O’Neill and Dave M. O’Neill

With the signing of the Civil Rights Act of 1964, discrimination in employment with respect to the hiring, promotion and pay of minorities and women became illegal in the…

Abstract

With the signing of the Civil Rights Act of 1964, discrimination in employment with respect to the hiring, promotion and pay of minorities and women became illegal in the United States.1 Yet, 40 years later, earnings differentials still persist between certain minorities and white non-Hispanics and between women and men. For example, although the ratio of black men's earnings to those of white men and of black women's to white women's have increased considerably over the past 50 years, the black–white ratio was still only 78% in 2003 among men and 87% among women (Fig. 1). Hispanic–white wage differentials are larger than the black–white differential among both men and women (Figs. 2 and 3). And despite a significant narrowing in the gender gap, the ratio of women's earnings to men's was about 76% in 2003 (Fig. 4).2

Details

The Economics of Immigration and Social Diversity
Type: Book
ISBN: 978-1-84950-390-7

1 – 10 of over 96000