Search results

1 – 10 of 524
To view the access options for this content please click here
Article
Publication date: 1 October 2002

Lawrence A. Crosby

How can popular misconceptions about the nature of customer relationship marketing/management limit the effectiveness of this approach? How are companies misled by an…

Abstract

How can popular misconceptions about the nature of customer relationship marketing/management limit the effectiveness of this approach? How are companies misled by an over‐reliance on technology, lack of strategic perspective, use of faulty metrics, inadequate segmentation, neglect of brand considerations, blind faith in data, and confusion regarding leadership roles? This article challenges the misconceptions and provides guidance on how to successfully execute a customer relationship strategy.

Details

Managing Service Quality: An International Journal, vol. 12 no. 5
Type: Research Article
ISSN: 0960-4529

Keywords

To view the access options for this content please click here
Article
Publication date: 31 January 2020

Arch G. Woodside, Marylouise Caldwell and Jennifer Rebecca Calhoun

This study defines service breakdowns, service breakdown prevention, and “servicide” as they relate to service-dominant logic. The study reviews relevant relevant…

Abstract

Purpose

This study defines service breakdowns, service breakdown prevention, and “servicide” as they relate to service-dominant logic. The study reviews relevant relevant literature on these three topics. This study categorizes real-life examples into five levels of dramatic turns toward service degradations and breakdowns that range from customer being aware but not mentioning service inadequacy to the service breakdown resulting in death of the customer or service provider. Taking initial steps in developing dramatic turn theory and improving the practice of service breakdown prevention are the major contributions of this study.

Design/methodology/approach

This study is a conceptual contribution that includes a dramatic turn role-playing exercise (at category 4 among five categories of dramatic turns for pedagogical/on-site enacting/practicing and training of service professionals. The study emphasizes and shows how to create and enact role-playing scenarios to increase requisite variety, provide training modules and increase skills/expertise in service enactment contexts.

Findings

Before explicit reviewing of the dramatic-turn performances, some of the participants as actors as well as audience members in role-play dramatic turns were quick to blame the customer behavior as the principal cause for the service breakdown. The study’s exposition stresses prevention of negative dramatic turns follows from experiencing and coaching a wide variety of customer and server interactions – achieving “richness” in enactments.

Research limitations/implications

Research on service breakdown prevention needs to include field experiments on the efficacy of training programs for effective management of dramatic turns.

Practical implications

Training of service workers and service managers in experiencing/participating in dramatic turns is likely to be beneficial in reducing the severe adverse outcomes and unintended consequences of service breakdowns. Prevention, not only service failure recovery, needs to be an explicit focus in hospitality management training and assessment.

Social implications

This study suggests tools and procedures to reduce the instances of the need for service breakdown recoveries.

Originality/value

The study calls attention and contributes a way forward in managing dramatic turns in hospitality service contexts. The study provides a nascent configurational theoretical foundation of dramatic-turn propositions. Given the severity of financial costs and loss of brand/firm reputation following the occurrence of extreme dramatic turns, a research focus on service breakdown prevention is necessary.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 1 March 1991

Lawrence Crosby

Asserts that the essential role of Customer Satisfaction Measurement (CSM) is not simply a research activity, but a key management tool. Suggests the Quality Integration…

Abstract

Asserts that the essential role of Customer Satisfaction Measurement (CSM) is not simply a research activity, but a key management tool. Suggests the Quality Integration Framework as one attempt to blend the components of external, perceived quality (upper pyramid) with a hierarchy of organisational elements pertaining to the company′s internal quality (lower pyramid). Proposes that total quality can exist only when the two pyramids are closely aligned. Considers the external and internal quality and discusses some implications of the Framework. Concludes that CSM is a strategic tool which progressive companies will treat as an integral element of the firm′s total quality management.

Details

Managing Service Quality: An International Journal, vol. 1 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

To view the access options for this content please click here
Article
Publication date: 1 August 1991

Lawrence A. Crosby

Customer satisfaction measurement (CSM) should be central to thetotal quality improvement process within service‐oriented firms. Anormative framework is described that…

Abstract

Customer satisfaction measurement (CSM) should be central to the total quality improvement process within service‐oriented firms. A normative framework is described that contains a sequence of ten research modules providing internal/external customer information for quality planning. The modules facilitate decision making according to the PDCA cycle of total quality management. The framework is based on the CSM/quality improvement practices of leading European and North American firms, methodologies developed in academic settings, and the general logic of survey research.

Details

International Journal of Service Industry Management, vol. 2 no. 2
Type: Research Article
ISSN: 0956-4233

Keywords

To view the access options for this content please click here

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-727-8

To view the access options for this content please click here
Article
Publication date: 1 March 1994

Stephen W. Brown, Raymond P. Fisk and Mary Jo Bitner

Offers the personal interpretations of authors as participant‐observerstogether with a data‐based analysis of the evolution of the servicesmarketing literature…

Abstract

Offers the personal interpretations of authors as participant‐observers together with a data‐based analysis of the evolution of the services marketing literature. Bibliographic analysis of more than 1,000 English language, general services marketing publications, spanning four decades, provides an additional resource. Using an evolutionary metaphor as the framework, traces the literature through three stages: Crawling Out (1953‐79): Scurrying About (1980‐85); and Walking Erect (1986‐present). Shows how the literature has evolved from the early services‐marketing‐is‐different debate to the maturation of specific topics (e.g. service quality, service encounters) and the legitimization of the services marketing literature by major journals. Presents a classification and summary of publications and authors. Closes with discussion and speculation on the future of the services marketing literature.

Details

International Journal of Service Industry Management, vol. 5 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

To view the access options for this content please click here

Abstract

Details

International Journal of Sports Marketing and Sponsorship, vol. 1 no. 2
Type: Research Article
ISSN: 1464-6668

Keywords

To view the access options for this content please click here
Book part
Publication date: 21 July 2020

Beatriz Forés, Alba Puig-Denia and José Maria Fernández-Yáñez

This study draws on the natural resource-based view to analyze the effects of technologies, managerial commitment, and firm strategy on sustainability performance, in…

Abstract

This study draws on the natural resource-based view to analyze the effects of technologies, managerial commitment, and firm strategy on sustainability performance, in terms of both environmental and social profits. It also examines how the effect of green technologies on sustainability performance can be triggered by a managerial commitment to sustainability issues, and by the adoption of a prospector strategy. Multiple linear regression was used to test research hypotheses on a sample of 426 Spanish tourism firms. The results provide important insights into the importance of the adoption of explorer strategies fostering the strategic exploitation of green technologies to obtain new efficient processes, organizational procedures, and products. This research also shows the contingent moderating effect that managerial commitment exerts on the strategic implementation of green technologies for sustainability performance.

Details

Adapting to Environmental Challenges: New Research in Strategy and International Business
Type: Book
ISBN: 978-1-83982-477-7

Keywords

To view the access options for this content please click here
Article
Publication date: 1 December 2001

Dean Elmuti

Addresses the issue of cultural diversity in the workplace. Covers the subjects of gender, multiculturalism and age‐related issues, providing a number of statistics for…

Abstract

Addresses the issue of cultural diversity in the workplace. Covers the subjects of gender, multiculturalism and age‐related issues, providing a number of statistics for examples. Looks at the impact of technology in areas such as intranets, e‐mail and Web marketing, customer relationship management, virtual offices, automation and virtual teams. Examines the implications of these relationships for corporate America today and in the future.

Details

Equal Opportunities International, vol. 20 no. 8
Type: Research Article
ISSN: 0261-0159

Keywords

To view the access options for this content please click here
Article
Publication date: 31 May 2006

Aimao Zhang

Transaction cost economics is an important anchor for analyzing a wide range of economic and organizational issues and is complemented by various theories, resulting in a…

Abstract

Transaction cost economics is an important anchor for analyzing a wide range of economic and organizational issues and is complemented by various theories, resulting in a perception shift of transaction governance structure from a polar classification toward a continuum (John & Reve, 1982; Heide & Miner, 1992; Hennart, 1993). Despite conceptual framework developments, empirical studies based on the continuum are scarce. This research is an initial effort toward TGS dimensionalization and operationalization and reviews theoretical developments since 1930, surveys empirical studies from 1982 to 2004, presents Williamson’s framework (1991), and proposes a set of items for instrument design.

Details

International Journal of Commerce and Management, vol. 16 no. 2
Type: Research Article
ISSN: 1056-9219

Keywords

1 – 10 of 524