This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09576059710815743. When citing the article, please cite: Gordon Wills, Mathew Wills, (1997), “Re-engineering knowledge logistics”, Logistics Information Management, Vol. 10 Iss: 2, pp. 80 - 91.
Describes the key elements of total logistics systems and their cycle times for requisite service levels at least cost. Shows how these constructs originally emerged from military necessity but have more recently been driven for commercial and manufacturing advantage. Analyses the traditional logistics cycle in academic and professional publishing and then demonstrates how the application of a total logistics system approach with the emerging capabilities of electronics totally transforms the performance of the system, reducing cycle time by 75 per cent. Significantly re‐engineers the five key elements of logistics systems ‐ facilities, unitization, communications, inventory and transportation ‐ and rewrites the cost/benefit equation of service levels. Explores the opportunities for backward and forward integration by traditional librarians and publishers respectively in the re‐engineered total system.
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/08858629610112328. When citing the article, please cite: Mathew Wills, (1996), “The ins and the outs of electronic publishing”, Journal of Business & Industrial Marketing, Vol. 11 Iss: 1, pp. 90 - 104.
States that expectations play an important part in service quality. Currently, the most widely adopted view of service quality results from customers’ expectations being…
States that expectations play an important part in service quality. Currently, the most widely adopted view of service quality results from customers’ expectations being met or exceeded. Surprisingly there is no clear consensus of what expectations actually are or what they do. There is only one widely applied way to measure them (SERVQUAL), an approach that is also widely criticized. Although the possible effect of many “controllable” factors on expectations has been alluded to, the effect of “uncontrollable” factors has not been thoroughly researched. Starts to redress the balance by defining expectations as a mixture of shoulds and wills; a cognitive melting‐pot of what should, ideally, happen and what will realistically happen the next time the service is visited. Uses a reliable measuring instrument to measure these two different expectations and the effect of consumers’ experience of the service on them. The results of the study demonstrate that experience of the service has a clear influence on expectations, at least within the context of the fast‐food industry.
The Danes currently enjoy the second highest standard of living in the EC. Until very recently they have achieved strong economic growth, low inflation and low unemployment. Yet talk to people in Denmark about the future for their economy and they will often become despondent. This article seeks to explore how this can be and points out the opportunities for expansion that 1992 presents to Denmark.
With Spain′s accession to the EC in January 1986, the Community gained its most significant new member since Britain joined in 1973. This article outlines the opportunities and threats that Spain presents to other member states; it also outlines how the Spanish are approaching and preparing for the Single European Market.
The steps consumers should take when they receive either food poisoning from or foreign matter in food are described. To whom should they report the offence and how will they be compensated? The roles of environmental health and trading standards officers are outlined.
With the Single Market on the horizon it seems that, at long last, a common market may soon be achieved in the EC. While this may prove to be a boon for member states it worries the countries of Western Europe′s other trade club – EFTA. One of these countries, Austria, has hinted that it may soon apply to join the Community. This article discusses the reasons behind this move and the consequences for EFTA.
To examine the impact of culture on customer service expectations, specifically, how individualists and collectivists use internal and external sources of information to…
To examine the impact of culture on customer service expectations, specifically, how individualists and collectivists use internal and external sources of information to formulate their service expectations.
The context was the airline industry and the subject pool consisted of experienced consumers. A survey was employed to measure individualism/collectivism, various internal/external information sources, and the functional and technical dimensions of “should” and “will” service expectations. Hypothesized relationships were tested using a structural equations modeling approach.
Both individualists and collectivists relied more on external information sources in formulating their service expectations, gave variable weight to the functional and technical components, and used more realistic “will” expectations to judge service offerings. Internal (external) information sources were relatively more important in forming expectations for collectivists (individualists) than for individualists (collectivists), and “will” (“should”) expectations were more diagnostic for collectivists (individualists) than for individualists (collectivists).
Generalizability of the findings is limited due to the specific industry under study (airlines), the sample (two geographically‐proximate sub‐cultures), and the scope of the cultural variables considered (individualism/collectivism).
Whether managers should leverage the functional and/or technical components of services depends in part on the cultural orientation of their customers. Managers should also recognize that customers’ usage of various information sources in forming service expectations is also, in part, culturally determined.
In this era of globalization, researchers and managers alike need to consider the subtle influences of culture on marketing theories and the formulation of service expectations respectively.
Electronic publishing needs a strong input of marketing thinking. Technological hype has created a sales fetish which has little evidence to support its claims. The substantive benefits when a broader perspective is taken for authors and readers are very significant, including considerably faster publication and much wider dissemination via Internet. Archival knowledge and current awareness/browsing of the body of knowledge and information require quite different marketing approaches. Little attention has been given to their discrete needs. Draws comparisons from retailing theory and from the emerging range of experimental cases from Internet pioneers to identify robust strategies for short‐ and medium‐term action by publishers. They imply a determined effort to avoid hard selling and product‐driven mindsets in favor of exploitation of the scope for interactive and integrated marketing to authors and readers alike.