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This article draws on consultations with older people produced for a Joseph Rowntree Foundation (JRF) study on the unmet need for low‐level services among older people in England. This was published in 2007 (Clough et al, 2007). Since it was published there have been significant changes to the social care scene. The Government has given further emphasis to individual budgets (now termed personal budgets), many local authorities have further restricted the criteria for eligibility to social care services, and publications such as Time to Care (CSCI, 2007) have highlighted the shortcomings of home care services, as well as their strengths and importance. We also know more about older people's views of health and social care services (Health Care Commission, Audit Commission and Commission for Social Care Inspection, 2006). In this article we set out to relate findings from our research to current realities.

This study aims to investigate the basic public service level in the Beijing-Tianjin-Hebei region under the impact of COVID-19.

This study constructed a basic public service-level evaluation system from the five dimensions of education, culture, health, social security and infrastructure and environment, and measures the basic public service level in 13 cities in Beijing, Tianjin and Hebei using the entropy method. The spatial pattern and dynamic evolution of the public service level are analysed from the perspective of dynamic trends in time series and spatial distribution, along with the reasons for the evolution of spatial distribution.

(1) The basic public service level in the 13 cities is generally on the rise, but the trend is unstable. (2) The basic public service level in space shows a general trend of attenuation from northeast to southwest, with significant spatial imbalance and orientation. (3) The regional differences first increase and then decrease. (4) The inter-group mobility of different basic public service levels is low, and cities with lower initial levels find it difficult to achieve leapfrog development. Moreover, the health service level of the region is still at a low stage, which is not conducive to effectively preventing and controlling the epidemic.

From the perspective of this research, the spatial pattern and dynamic evolution of basic public service were adopted to analyse the coordinated development of the Beijing-Tianjin-Hebei region. Furthermore, this study discusses how to improve the basic public service level to ensure sustainable operation in the region under the impact of COVID-19.

Most local authorities now offer a telecare service to people who are eligible for community services under Fair Access to Care Services (FACS). Others also offer telecare in a prevention mode to people with lower levels of risk alongside traditional social (or community) alarm systems. A survey of local authorities, mainly members of the Centre for Usable Home Technologies (CUHTec), was performed to gauge the service provision options available and the charging strategies that have been adopted. Results from 39 authorities across the UK indicate significant differences between English shire counties and the unitary authorities elsewhere in the country in terms of eligibility and provision. The majority of authorities have yet to confirm a charging policy, using the principle of ‘pilot project’ to delay a decision until their Preventative Technology Grant (PTG) or telecare grants have run out. Some authorities with more mature services have chosen to make telecare free to particular groups on the grounds that they will reduce costs elsewhere in the health and/or social care economy. Most are introducing charges in the range of £5 to £10 per week indicating a generous subsidy from the council.

The purpose of this paper develops a conceptual model of social influence for Internet banking adoption (IBA) using social networking platforms (SNPs). It identifies the antecedents of social influence that can positively and negative influence the IBA among a targeted population of conventional and Islamic banks. Moreover, this paper contributes various factors to social influence theory with the purpose of enhancing its implication in the context of Internet banking uptake in developed and developing countries.

This study uses a social constructivism approach to understand customer experiences, thoughts, knowledge, awareness and perceptions in relation to IBA. For this study, data were collected from 30 respondents using semi-structured interviews and purposive sampling.

Social influence comprises customer recommendations, suggestions, ratings, reviews, experiences and thoughts regarding the IBA of Islamic and conventional banks. The findings reveal that social reviews, social experts, social consensus, social responsibility and social perceptions are the key antecedents of social influence that can enhance IBA of SNPs. The research finds that positive social reviews, expert support, consensus, social responsibility and social perceptions are significant in relation to conventional Internet banking. The respondents revealed serious concerns about the privacy of their personal and financial information especially in relation to Islamic banks.

The effective and well-organized use of SNPs can foster service reviews, word of mouth, higher levels of service awareness, interactive communication, social consensus and social trust to drive the adoption of Internet banking. This study proposes the conceptual model which has positive business implications and provides the banks direction to use the SNPs to their advantage to influxes their customers to adopt the use of Internet banking.

Most previous studies have used technology acceptance model, theory of planned behavior and unified theory of acceptance and the use of technology theories in the adoption of technology and IBA. These theories have not fully illuminated the role of social content as a way to enhance or decrease the number of customers in conventional and Islamic banks. This study develops social influence theory by exploring several dimensions (i.e. social reviews, awareness, consensus, cooperation and experts support) in the context of IBA for users of SNPs. Social influence can create more reviews and can lead to more prepurchase information. It can drive customer inquiries and engagement and can inform purchase decisions for IBA. On the other hand, it can motivate existing customers of Islamic banks to use conventional banking services due to effective word of mouth.

The purpose of this paper is to examine the relationship between service integration and manufacturing firms’ profitability and to identify profitable services.

The study examines the service integration data of 202 firms in the machinery and equipment sector in Korea. Firm profitability comes from secondary data to eliminate common method bias.

The relationship between service integration, measured as the service-revenue ratio, and profitability has an inverted U-shape, likely stemming from political costs, a loss of opportunity in manufacturing improvements arising from resource constraints, and an increase in transaction costs. In addition, process operation outsourcing and technical consulting significantly contribute to profitability.

The authors show that the effect of service integration on profitability diminishes when firms experience both resource constraints and an increase in transaction costs from implementing the strategy. Furthermore, the profitability of services is heterogeneous across different offerings. Further research in other countries and sectors is necessary to refine the relationships suggested herein.

Managers should strive to minimize the costs and problems stemming from resource constraints and transaction costs. It is also important to utilize external resources to achieve profitability from service integration. Managers also need to realize the different cost-revenue structure of each service.

The authors find that the relationship between profitability and service integration depends on the degree of resource constraints and transaction costs. The authors also identify which service offerings are highly profitable, which has not been done in previous research.

The purpose of this study was based on the job demands -resources model (Bakker et al., 2004) and conservation of resources theory (Hobfoll, 1989) by using three levels of variables, namely, company (i.e., perceived organizational support), department (i.e., abusive supervision), and employee (i.e., deep acting, surface acting, and self-efficacy) levels, to investigate its interactions with contextual influences on service quality and its linkage with customer loyalty.

A three-level hierarchical linear model was examined in research settings by using a dyadic data set of 1,082 service employees and customers in international tourist hotels.

Findings revealed that deep acting relates positively to service quality, surface acting relates negatively to service quality, and service quality relates positively to customer loyalty. For the three-level interactions, the positive relationship between deep acting and service quality was strengthened by perceived organizational support (POS) and self-efficacy but weakened by abusive supervision. By contrast, the negative relationship between surface acting and service quality was mitigated by POS and self-efficacy but exacerbated by abusive supervision.

Given the importance of emotional labor research in the hospitality industry, the current study contributes to the areas of service quality and customer loyalty and suggests future directions for hospitality research.

The purpose of this paper is to examine minor service failures in UK banking and consider the impact that satisfaction with service recovery has on customer intentions to continue their custom and make recommendations, used as measures of loyalty behaviours.

Data were gathered on customer satisfaction with service recovery attempts, intended loyalty behaviours and the sources of service failures were gathered by means of an on‐line survey from approximately 2,000 respondents.

Few customers who complained about minor service failures report that they were very satisfied with the service recovery. Weak service recovery influenced customer intentions about continued custom and recommendation. Minor failures in account management and bank charges are shown to have a marked effect on intended loyalty behaviours.

This paper reports the work of a short, e‐mail survey, gathering frequency data from customers of UK banks and reports the impact of service recovery on customer intentions rather than their actions. Further investigation is needed using more a more sophisticated instrument.

In this paper low levels of satisfaction with managing service recoveries are reported, no matter which channel the customer used, no matter how the service failure is managed.

The preliminary work in this paper demonstrates the impact that weak service recovery of minor complaints has on customers' intended loyalty behaviours in UK banking.

The purpose of this paper is to show that a business incubation/incubator program is an enterprise development strategy, aimed at accelerating the process of formation, development, survivability and growth of new enterprises by providing those new enterprises (clients) with a wide range of business assistance including physical facilities, business counselling and networking. This paper presents results of a research conducted to investigate the level of satisfaction/dissatisfaction of the clients with the provision of those assistance services.

In this paper the level of clients' satisfaction/dissatisfaction with a service is calculated using a proposed framework in terms of the mean difference between the importance of the service and the effectiveness of incubator management in providing the respective service as perceived by the clients.

The results in this paper indicate that clients were generally more satisfied with facility related services than the counselling and business networking assistances services. However, there are significant differences between the perceived importance attached to a number of facility related services and the effectiveness of those services, suggesting a variation of the level of clients' satisfaction.

These findings have important implications for the management of business incubation programs, which are highlighted in this paper.

This paper aims to apply service-dominant logic thinking to the field of supply chain management (SCM) in order to classify, structure, and analyze different types of supply chain services (SCS) collected from interdisciplinary literature. The authors investigate how value is co-created between supply chain actors and develop research propositions regarding the influence of service type on value co-creation.

Content analysis is employed to research SCS across 218 articles from 28 journals of logistics and SCM, service, finance and accounting, and information systems research.

The occurrence of SCS within the literature is rising, and most SCS mentioned have a relieving as opposed to an enabling function. Also, SCS related to material and information flows dominate the field, whereas finances-flow-related services receive less attention. Finally, the paper provides evidence that different types of SCS require different management approaches.

Analyzing the literature and integrating different streams of research are only a first step towards building new theory. To test the developed propositions, further empirical research is encouraged.

The paper offers implications for the management of different types of SCS from both the service provider ' s and service customer ' s perspective.

The paper provides an interdisciplinary overview of the value proposed by different types of SCS. Furthermore, six service-dominant logic-based research propositions regarding the impact of service type on value co-creation are developed.

This study aims to explore the relationship between the perceived quality of services provided by specialist physicians and patients' attitudinal responses along cognitive, emotive and conative levels.

The SERVQUAL model was used to evaluate the quality of the medical services. The data were collected in a survey of medium‐level executives enrolled in professional MBA and executive BA programs in Israel.

The study shows that patients' evaluations regarding service quality do affect significantly their attitudinal responses. It has also found out that service dimensions relating to anxiety reduction and the desires to reduce perceived risk, namely the Assurance and the Reliability dimensions are the most important for patients in these kinds of service encounters.

The study should encourage service managers of health care‐providing organizations to use these results to ensure higher patient satisfaction. These results indicate that, in these kinds of medical service encounters, physicians should explicitly recognize the role of service quality perceptions for anxiety reduction and incorporate as many anxiety‐reducing cues as possible in the environment of such interactions.

The research reinforces the importance of patients' perceptions of service quality in medical encounters. The study shows that such perceptions are relevant for patients in medical service encounters of the intermediate type where such patients are treated by specialist physicians. It shows that such perceptions affect the levels of patients' satisfaction from such encounters at both the cognitive and affective levels. They also affect their intentions to act following such encounters in the short, intermediate and long time spans.