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Article
Publication date: 15 August 2018

Vincent Blijleven, Yiwei Gong, Afshin Mehrsai and Kitty Koelemeijer

Following positive results of Lean implementation in manufacturing environments, Lean has become an emerging philosophy for clients and suppliers of information technology…

Abstract

Purpose

Following positive results of Lean implementation in manufacturing environments, Lean has become an emerging philosophy for clients and suppliers of information technology (IT) services. However, how to implement Lean in IT outsourcing relationships has been addressed sparsely in academic literature. The purpose of this paper is to investigate critical success factors (CSFs) for implementing Lean in IT outsourcing relationships. Key findings, implications and avenues for future research are discussed.

Design/methodology/approach

Six IT outsourcing relationships were qualitatively investigated by means of 36 semi-structured interviews. CSFs were identified based on interview transcription analyses, selection techniques and expert reviews.

Findings

In total, 16 CSFs for Lean implementation in IT outsourcing relationships are identified and described.

Practical implications

The CSFs presented in this paper indicate key areas that deserve managerial attention to steer Lean implementation efforts in IT outsourcing relationships in a favorable direction.

Originality/value

This study is the first to describe the phenomenon of “Lean IT outsourcing” and provides researchers and practitioners with a foundation to further examine Lean implementation in IT outsourcing relationships.

Details

Information Technology & People, vol. 32 no. 3
Type: Research Article
ISSN: 0959-3845

Keywords

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Article
Publication date: 1 July 1996

Jos Lemmink, Martin Wetzels and Kitty Koelemeijer

In today's marketplace for fast‐moving consumer goods, many brands exist with similar characteristics. Development and maintenance of product differentiation becomes…

Abstract

In today's marketplace for fast‐moving consumer goods, many brands exist with similar characteristics. Development and maintenance of product differentiation becomes increasingly difficult to realize for manufacturers. Consequently, non‐price competition particularly by offering high quality customer services, becomes increasingly important as a marketing instrument by producers towards distributors. In this article, an empirical investigation has been conducted into the interrelationships between customer services offered by an international beverage manufacturer and customer sentiments towards partnership and dependence. It appears that despite the well‐established premium brand offered by the manufacturer and the context of a long‐term relationship, customer service significantly affects customer dependence and closeness of the relationship. Furthermore, a high degree of partnership increases customer perceptions of dependence and quality of services. In the long run, manufacturer‐distributor relationships striving for service quality and partnership will benefit from mutual reinforcement.

Details

The International Journal of Logistics Management, vol. 7 no. 2
Type: Research Article
ISSN: 0957-4093

Keywords

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Article
Publication date: 1 December 1995

Martin Wetzels, Ko de Ruyter, Jos Lemmink and Kitty Koelemeijer

The measurement of perceived service quality using the SERVQUALapproach has been criticized by a number of authors recently. Thiscriticism concerns the conceptual basis of…

Abstract

The measurement of perceived service quality using the SERVQUAL approach has been criticized by a number of authors recently. This criticism concerns the conceptual basis of this methodology as well as its empirical operationalization. Presents a complementary approach to measuring service quality based on conjoint analysis. Discusses the application of both SERVQUAL and conjoint analysis in the context of measuring customer service quality in international marketing channels and evaluates how the results may lead to a more comprehensive insight into the quality of customer service and provide a basis for segmentation and optimization of customer service.

Details

Journal of Business & Industrial Marketing, vol. 10 no. 5
Type: Research Article
ISSN: 0885-8624

Keywords

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Article
Publication date: 1 August 1995

Rik Pieters, Kitty Koelemeijer and Henk Roest

When assimilation processes occur, expectations have a directimpact on experiences, and experiences bias the memory for priorexpectations. Reports the results of two…

Abstract

When assimilation processes occur, expectations have a direct impact on experiences, and experiences bias the memory for prior expectations. Reports the results of two studies which examine assimilation processes using path analysis. Formulates implications and recommendations for service management and for research.

Details

International Journal of Service Industry Management, vol. 6 no. 3
Type: Research Article
ISSN: 0956-4233

Keywords

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Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-723-0

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Article
Publication date: 1 April 2003

Fuan Li, J.A.F. Nicholls, Nan Zhou, Tomislav Mandokovic and Guijun Zhuang

This paper compares the shopping behavior of Chilean consumers with those in China. Both Chinese and Chilean mall visits are driven, first and foremost, by purchase;…

Abstract

This paper compares the shopping behavior of Chilean consumers with those in China. Both Chinese and Chilean mall visits are driven, first and foremost, by purchase; however, consumers in Chile tend to be less single minded than their Chinese counterparts. Differences also exist between the two populations in their way of selecting the mall, shopping characteristics, and purchase patterns. Most importantly, Chinese shoppers relied more on their mall visits than Chileans in searching for information and finalizing their purchase decisions; at the same time, they were much more cautious in committing themselves to a purchase.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 15 no. 1/2
Type: Research Article
ISSN: 1355-5855

Keywords

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Book part
Publication date: 1 January 2005

Naresh K. Malhotra

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-723-0

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