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Article
Publication date: 1 January 1990

Mark M. Davis and Thomas E. Vollmann

Introduces a framework for integrating the operations managementand marketing approaches within a service operation. Focuses on customersatisfaction with waiting time…

5045

Abstract

Introduces a framework for integrating the operations management and marketing approaches within a service operation. Focuses on customer satisfaction with waiting time, with the aim of providing improved satisfaction for a given level of resources. Provides an application of this methodology by presenting an example in the fast food industry. Concludes with suggestions for extending such a framework to other service organizations.

Details

Journal of Services Marketing, vol. 4 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 March 1998

Mark M. Davis and Janelle Heineke

The experience of waiting for service is often the first direct interaction between customers and most service delivery processes. The literature on satisfaction with…

15916

Abstract

The experience of waiting for service is often the first direct interaction between customers and most service delivery processes. The literature on satisfaction with waiting has paralleled the literature on general service satisfaction, in which the relative importance of actual performance, perceived performance, and the disconfirmation between expected performance and perceived performance has been the subject of much debate. This paper presents an empirical study of satisfaction with waiting for service in a fast food environment. The study demonstrates that actual waiting time, perceived waiting time, and the disconfirmation between expected waiting time and perceived waiting time are all related to satisfaction with the waiting experience. It further demonstrates that the relative importance of each of these variables in predicting satisfaction depends on the differences in the needs of the customers. The implications for both theory and practice are significant: the importance of the perception of the experience increases as the importance of the satisfaction measure increases. More specifically, for customers who are concerned about time, the perception of the time spent waiting is a better predictor of satisfaction than the actual waiting time.

Details

International Journal of Service Industry Management, vol. 9 no. 1
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 May 1994

Mark M. Davis and Janelle Heineke

Queuing, a familiar element of most service delivery systems, has thepotential for significantly affecting the customer′s overallsatisfaction with the service encounter. A…

10024

Abstract

Queuing, a familiar element of most service delivery systems, has the potential for significantly affecting the customer′s overall satisfaction with the service encounter. A customer′s degree of satisfaction with waiting or with the service received in its entirety is dependent on the actual performance of the delivery system, the customer′s expectations regarding that performance and the customer′s perception of the service encounter. The actual operational performance of different queuing configurations has been previously addressed, as have the issues of managing customers′ expectations and perceptions regarding their queuing experiences. This earlier research has identified several factors which can affect a customer′s perception of waiting and consequently his or her satisfaction with that wait. Proposes a taxonomy based on the service manager′s ability to control the customer′s perception of the queuing experience. Defines which queuing factors can be controlled by the firm, which factors can partially be controlled by the firm and which factors are outside the firm′s control, and suggests tactics for managing queues for each category of factors.

Details

International Journal of Operations & Production Management, vol. 14 no. 5
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 1 February 2000

Marilyn M. Helms and Lawrence P. Ettkin

Time is the top priority. We now live in real time. It's no longer life in the fast lane because every lane is fast. The computer has changed the way we view time. We…

263

Abstract

Time is the top priority. We now live in real time. It's no longer life in the fast lane because every lane is fast. The computer has changed the way we view time. We expect everything to occur at Pentium speed! A time lag causes stress since it is viewed as an unnecessary waste. This is not a matter of immediate gratification; rather delays—such as standing in line—are viewed as something being wrong with the system, and the company that allows it to happen is perceived as not being up to speed! (Graham, 1996, p. 4).

Details

Competitiveness Review: An International Business Journal, vol. 10 no. 2
Type: Research Article
ISSN: 1059-5422

Book part
Publication date: 10 December 2015

Dekar Urumsah

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally…

Abstract

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

Details

E-services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-709-7

Keywords

Book part
Publication date: 28 September 2015

Md Shah Azam

Information and communications technology (ICT) offers enormous opportunities for individuals, businesses and society. The application of ICT is equally important to…

Abstract

Information and communications technology (ICT) offers enormous opportunities for individuals, businesses and society. The application of ICT is equally important to economic and non-economic activities. Researchers have increasingly focused on the adoption and use of ICT by small and medium enterprises (SMEs) as the economic development of a country is largely dependent on them. Following the success of ICT utilisation in SMEs in developed countries, many developing countries are looking to utilise the potential of the technology to develop SMEs. Past studies have shown that the contribution of ICT to the performance of SMEs is not clear and certain. Thus, it is crucial to determine the effectiveness of ICT in generating firm performance since this has implications for SMEs’ expenditure on the technology. This research examines the diffusion of ICT among SMEs with respect to the typical stages from innovation adoption to post-adoption, by analysing the actual usage of ICT and value creation. The mediating effects of integration and utilisation on SME performance are also studied. Grounded in the innovation diffusion literature, institutional theory and resource-based theory, this study has developed a comprehensive integrated research model focused on the research objectives. Following a positivist research paradigm, this study employs a mixed-method research approach. A preliminary conceptual framework is developed through an extensive literature review and is refined by results from an in-depth field study. During the field study, a total of 11 SME owners or decision-makers were interviewed. The recorded interviews were transcribed and analysed using NVivo 10 to refine the model to develop the research hypotheses. The final research model is composed of 30 first-order and five higher-order constructs which involve both reflective and formative measures. Partial least squares-based structural equation modelling (PLS-SEM) is employed to test the theoretical model with a cross-sectional data set of 282 SMEs in Bangladesh. Survey data were collected using a structured questionnaire issued to SMEs selected by applying a stratified random sampling technique. The structural equation modelling utilises a two-step procedure of data analysis. Prior to estimating the structural model, the measurement model is examined for construct validity of the study variables (i.e. convergent and discriminant validity).

The estimates show cognitive evaluation as an important antecedent for expectation which is shaped primarily by the entrepreneurs’ beliefs (perception) and also influenced by the owners’ innovativeness and culture. Culture further influences expectation. The study finds that facilitating condition, environmental pressure and country readiness are important antecedents of expectation and ICT use. The results also reveal that integration and the degree of ICT utilisation significantly affect SMEs’ performance. Surprisingly, the findings do not reveal any significant impact of ICT usage on performance which apparently suggests the possibility of the ICT productivity paradox. However, the analysis finally proves the non-existence of the paradox by demonstrating the mediating role of ICT integration and degree of utilisation explain the influence of information technology (IT) usage on firm performance which is consistent with the resource-based theory. The results suggest that the use of ICT can enhance SMEs’ performance if the technology is integrated and properly utilised. SME owners or managers, interested stakeholders and policy makers may follow the study’s outcomes and focus on ICT integration and degree of utilisation with a view to attaining superior organisational performance.

This study urges concerned business enterprises and government to look at the environmental and cultural factors with a view to achieving ICT usage success in terms of enhanced firm performance. In particular, improving organisational practices and procedures by eliminating the traditional power distance inside organisations and implementing necessary rules and regulations are important actions for managing environmental and cultural uncertainties. The application of a Bengali user interface may help to ensure the productivity of ICT use by SMEs in Bangladesh. Establishing a favourable national technology infrastructure and legal environment may contribute positively to improving the overall situation. This study also suggests some changes and modifications in the country’s existing policies and strategies. The government and policy makers should undertake mass promotional programs to disseminate information about the various uses of computers and their contribution in developing better organisational performance. Organising specialised training programs for SME capacity building may succeed in attaining the motivation for SMEs to use ICT. Ensuring easy access to the technology by providing loans, grants and subsidies is important. Various stakeholders, partners and related organisations should come forward to support government policies and priorities in order to ensure the productive use of ICT among SMEs which finally will help to foster Bangladesh’s economic development.

Details

E-Services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-325-9

Keywords

Abstract

Details

Advances in Health Care Management
Type: Book
ISBN: 978-0-76230-684-8

Book part
Publication date: 19 February 2021

Mark Anthony Camilleri and Pedro Isaias

Businesses are increasingly using corporate communication technologies to interact with prospective customers. Therefore, this study explores the corporate executives…

Abstract

Businesses are increasingly using corporate communication technologies to interact with prospective customers. Therefore, this study explores the corporate executives’ readiness to use interactive media for engagement with online users. The methodology relied on valid and reliable measures to explore the participants’ pace of technological innovation (PTI), perceived usefulness, ease of use and social influences, as these factors can have an effect on their engagement with interactive technologies. The findings supported the scales’ content validity as the structural equation modeling approach has reported a satisfactory fit for this study’s research model. The results indicated that the PTI, perceived usefulness, ease of use of online technologies as well as social influences were significant antecedents for the marketing executives’ engagement with online users through digital media. There were significant influences from the demographic variables, including age, gender and experiences that moderated these relationships. In conclusion, this contribution identifies its limitations and suggests possible research avenues to academia.

Book part
Publication date: 20 October 2016

Anne E. Bowler, Terry G. Lilley and Chrysanthi S. Leon

A central tenet of Progressive era responses to prostitution was the alleged over-representation of white, US-born daughters of foreign parentage in the prostitution…

Abstract

A central tenet of Progressive era responses to prostitution was the alleged over-representation of white, US-born daughters of foreign parentage in the prostitution population. We detail a statistical error in an influential 1913 study from the New York State Reformatory for Women at Bedford as an important source of this tenet. Using archival data to more accurately reconstruct the Reformatory population, we find that Black women constituted the only over-represented group, but were all but ignored by reformers. We foreground how ideas about race and immigration informed the social response to prostitution in this period, highlighting the importance of critically analyzing historical sources.

Details

Special Issue: Problematizing Prostitution: Critical Research and Scholarship
Type: Book
ISBN: 978-1-78635-040-4

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Article
Publication date: 7 February 2019

Abdul Waheed Siyal, Donghong Ding and Saeed Siyal

The purpose of this paper is to determine barriers jeopardizing the adoption and usage intention of mobile banking (M-banking) in Pakistan and provide deeper insights to…

Abstract

Purpose

The purpose of this paper is to determine barriers jeopardizing the adoption and usage intention of mobile banking (M-banking) in Pakistan and provide deeper insights to fix such deteriorating factors.

Design/methodology/approach

Data was collected in countrywide regional headquarters to mark the utmost generalizability of the results, which included seven largest cities of Pakistan. SEM path analysis was used to analyze data collected from Pakistan’s top 5 bank customers incorporating both users and non-users.

Findings

Results revealed that lack of awareness, initial trust and compatibility and perceived risk were the core barriers that stood out as obstacles to the adoption and usage of M-banking in Pakistan. It was also approved that having fixed these core barriers would outcome in existing users’ continuity intent besides raising new users’ inclination toward M-banking.

Originality/value

The study has unveiled the core barriers that have so far impeded the adoption and usage of M-banking. There is not a unified position concerning adoption and usage blockades. Factors differ with contexts, markets, time and kinds of innovations. However, this study is unlike past studies that merely studied students within a specified institute in a restricted jurisdiction. This is the first study to have nationally explored adoption and usage issues; thus, it is anticipated to potentially contribute to the prevailing literature especially in Pakistani context where a few studies prevail, addressing M-banking adoption and usage barriers.

Details

Data Technologies and Applications, vol. 53 no. 1
Type: Research Article
ISSN: 2514-9288

Keywords

1 – 10 of over 8000