Search results

This study aims to examine the relationships between brand attachment, mobile service quality (MSQ), and positive word-of-mouth (WOM) for mobile banking applications (m-banking apps).

An online survey was conducted among 759 Canadian consumers who had used m-banking apps in the previous six months. To test the research hypotheses, a causal model using structural equation modeling was developed.

The results reveal that, in the m-banking context, brand attachment is associated with three MSQ dimensions – value-added features, security/privacy and interactivity – and positive WOM, with the usability dimension replacing interactivity in this case. Brand attachment is also associated with positive WOM.

To promote WOM, mobile banking managers should foster brand attachment and improve MSQ, mainly in terms of value-added features.

This is the first study to examine the relationships between brand attachment, mobile service quality and WOM in the context of m-banking apps. It also highlights the prominent role of value-added features available on m-banking apps to persuade customers.

The purpose of this paper is to investigate the mediating role of satisfaction (SAT) in relation to mobile banking service quality (MB-SQ) and continuance intention (CI) among Nepali mobile banking users.

The paper adopted a quantitative approach and cross-sectional survey research design. Data were collected with structured questionnaires from 326 mobile banking users. A partial least squares structural equation modeling (PLS-SEM) and artificial neuro network (ANN) approach were applied to examine hypotheses.

Results confirm a significant positive influence of MB-SQ on SAT and CI of mobile banking adoption. Moreover, MB-SQ partially mediates the relationship between SAT and CI of mobile banking adoption.

Based on the findings of this research, theoretically, this paper attempted to investigate the mediating role of MB-SQ in the CI of mobile banking, and managerially, mobile banking service providers could have insights on designing mobile banking service marketing strategy.

This paper is among the earliest studies to investigate the role of MB-SQ as a higher-order reflective-reflective construct on CI. Moreover, the endogeneity issue has been tested, and ANN has been applied to investigate the predictive relevance of SAT and MB-SQ on CI of mobile banking users. Furthermore, the authors have delved into the ongoing discourse surrounding Generation Y and Generation Z, exploring their implications on CI within the realm of mobile service quality. It provides a critical juncture for understanding continuance intention in the mobile service quality context.

The purpose of the study is to comprehend medical service quality, information quality and system quality toward actual use of Tele-Health in rural India. The study further validates the impact of the actual use of Tele-Health on sustainable development, thus providing implications to improve upon the Tele-Health penetration in India.

Data was collected from 326 healthcare practitioners practicing Tele-Health in North Indian states and Structural Equation Modeling was applied to validate the conceptual framework.

The results indicated that medical service quality, information quality and system quality influence Tele-Health behavioral intentions which in turn impact actual use and sustainable development. This research draws upon a conceptual framework to deepen our understanding of Tele-Health by providing an all-inclusive overview.

The massive topography of India with a prime rural populace instills the need for timely healthcare facilities. Tele-Health is a solution to all these problems but is at a nascent stage. Therefore, there is a vital need to study the factors which improve the penetration of Tele-Health in the Indian context. The model that emerged from the study may be validated by other Indian sub-continental countries so that Tele-Health may be implemented hassle-free.

The purpose of this paper is to propose a mobile and social-based question-and-answer (Q&A) system that analyzes users' social relationships and past answering behavior, considers users' interest similarity and answer quality to infer suitable respondents and forwards the questions to users that are willing to give high quality answers.

This research applies first-order logic (FOL) inference calculation to generate question/interest ID that combines a users' social information, interests and social network intimacy to choose the nodes that can provide high-quality answers. After receiving a question, a friend can answer it, forward it to their friends according to the number of TTL (Time-to-Live) hops, or send the answer directly to the server. This research collected data from the TripAdvisor.com website and uses it for the experiment. The authors also collected previously answered questions from TripAdvisor.com; thus, subsequent answers could be forwarded to a centralized server to improve the overall performance.

The authors have first noticed that even though the proposed system is decentralized, it can still accurately identify the appropriate respondents to provide high-quality answers. In addition, since this system can easily identify the best answerers, there is no need to implement broadcasting, thus reducing the overall execution time and network bandwidth required. Moreover, this system allows users to accurately and quickly obtain high-quality answers after comparing and calculating interest IDs. The system also encourages frequent communication and interaction among users. Lastly, the experiments demonstrate that this system achieves high accuracy, high recall rate, low overhead, low forwarding cost and low response rate in all scenarios.

This paper proposes a mobile and social-based Q&A system that applies FOL inference calculation to analyze users' social relationships and past answering behavior, considers users' interest similarity and answer quality to infer suitable respondents and forwards the questions to users that are willing to give high quality answers. The experiments demonstrate that this system achieves high accuracy, high recall rate, low overhead, low forwarding cost and low response rate in all scenarios.

The purpose of this editorial paper is to set out the vision for the Journal of Service Theory and Practice (JSTP).

Together with personal reflections of the authors, it is based on a review of literature on the past, the present and the future of service research, an analysis of a broad range of global environmental trends, as well as interviews, communications and feedback from eminent scholars in the field of service research.

The paper sets out the expanded aims and scope for the JSTP. It also explains the rationale for the change in title and elaborates upon expectations for manuscripts submitted to the journal.

It identifies a set of research priorities for the journal and the field.

It highlights the importance of translating theory into practice by making meaningful recommendations and action plans for firms and managers.

This paper is written at a time when the journal has been undergoing considerable change, including retitling as well as the complete restructuring of the editorial team. It is also written at a time when the field of service management is being transformed by new approaches and research perspectives. As such, it is both necessary and timely.

In 2020, the Journal of Service Theory and Practice (JSTP), previously titled Managing Service Quality, celebrates its 30th anniversary. This study provides a retrospective of the evolution and contribution of the journal to service research by identifying its major trends, research constituents, factors contributing to citations and thematic structure over its 29 active years (1991–2019). The paper concludes by providing directions and ideas for progressing service research

The study uses the Scopus database to extract JSTP's bibliographic data. It employs bibliometric methods to study the trends of the journal, such as the citation structure and most-contributing authors, institutions and countries. Bibliographic coupling and keyword co-occurrence analyses are used to study the intellectual structure of the journal. Regression analysis discloses the factors influencing citations of JSTP articles. Factors explaining the citation count of JSTP articles include article age, number of author keywords, article length, title length and number of references.

JSTP's influence has grown significantly in the scientific community, which is evidenced by findings relating to the citation counts, the thematic scope/variety and authorship features of the JSTP papers published during the last 30 years. JSTP attracts publications from around the globe, but most contributions come from the United States, United Kingdom and Australia. Although JSTP has continuously evolved with new and varied themes, a bibliographic coupling analysis clustered JSTP articles into five major clusters.

The limitations of the Scopus database may impact the study's results.

This study is the first to provide a comprehensive review of JSTP since its launch. It is useful to the editorial board and other JSTP stakeholders as well as service scholars alike.

The purpose of this study is to investigate the level of job satisfaction among employees in the telecommunications company in Uzbekistan and assess the effects of demographic and work-related variables on job satisfaction.

A survey questionnaire method was used to obtain the data from 403 employees working in the telecommunications company in Uzbekistan. The data were collected using the Minnesota Satisfaction Questionnaire short-form.

The results of the study indicated a significant effect of age and tenure on the job satisfaction. Age was found to be positively associated with the job satisfaction and intention to stay. The older employees are more likely to be satisfied and stay with the current company for the next 5 years. The tenure was also found to be positively correlated with the overall job satisfaction and intrinsic job satisfaction. It also has been revealed that male employees are less likely than female employees to stay in the company for the next 5 years ceteris paribus. According to the survey results, there was no significant impact of education level, gender, marital status or job field on the job satisfaction of the employees.

The results of the study demonstrate interesting job satisfaction findings of employees working in the telecommunications company in Uzbekistan, which can draw attention of the senior management and human resource departments to increase the level of job satisfaction levels among employees and start implementing the job satisfaction measures within the companies in Uzbekistan in order to create effective human resource management systems and retain qualified employees.

This study aims to explore the key factors in achieving an efficient e-government portal management system from a citizen perspective. Accordingly, this study focuses on explaining how an e-government portal should manage its digital public services for citizens efficiently.

This study employs a qualitative research design. As a sample case, this study preferred to analyze the Turkish e-government portal. The data is based on available open access data and information from the Turkish e-government portal, which is called e-Government Gateway in practice. In addition, the data of TURKSTAT (Turkish Statistical Institute) were used to determine the general profile of citizens about Internet skills and usage. Then, the data is analyzed by descriptive content analysis.

As a result of descriptive findings, user type, digital platform options, security and access options, and digital public service classification are all found as important factors for providing a well-designed e-government portal system from a citizen perspective. Especially, citizens should be informed about using options and service categories and types to be accessed by the e-government portal. Social media tools are efficient factors when informing citizens about the e-government portal and communicating with them.

This study provides an original model to explain how the Turkish e-government portal works from a citizen perspective. However, there are some limitations to the study. The findings and suggestions are based on the Turkish e-government portal and its digital public service management. Also, this study evaluates the efficiency of the e-government portal management from a citizen perspective. Future studies can investigate e-government portal management for different countries by different approaches or research designs.

Based on the Turkey case, it is determined that creating an e-government portal with having up-to-date public services, including both web-based and mobile-based platforms, will support the adoption and use of e-government portals.

The digital transformation of government is almost the main issue for policymakers in the world. But, this transformation process has some risk factors as well as challenges. To overcome these challenges, policymakers should design flexible and adaptable digital portals and systems to provide easy-to-use and self-use options for the citizens.

This study reveals key factors for efficient e-government portal management by providing descriptive evidence from Turkey. The main contribution of this study is expected to give practical implications and to guide other countries about the adoption of efficient e-government portals by citizens.

The purpose of this paper is to introduce the theme of the special issue on global trends and challenges in services.

A brief review of the papers included in the special issue.

Contextualization of the papers and identification of their contribution and significance for research in services management.

Although the papers included in the special issue represent only a small sample of the global trends and issues facing services management nowadays, papers provide a good basis and implications for conducting future research and extending the area further.

Over the last few years, many corporate planning departments have been pared to the bone. Companies no longer have whole teams devoted to market and competitor analysis. Often they have just a few people in the finance department who put together the annual plan. Yet top executives still need advice on market and competitor issues before they make the big decisions. Consultants are useful when a major issue needs to be addressed but usually cannot often provide day‐to‐day support without breaking the bank. How can business leaders get the support they with only a small planning function?