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Article
Publication date: 6 July 2010

Moshe Sharabi and Moshe Davidow

The purpose of this paper is to highlight the problems in the measurement of service quality, why management seems to ignore some of the costs of poor service quality, as…

3216

Abstract

Purpose

The purpose of this paper is to highlight the problems in the measurement of service quality, why management seems to ignore some of the costs of poor service quality, as well as the repercussions of this, and how to implement service quality correctly in organizations.

Design/methodology/approach

The paper defines service quality and highlights some of the main points of the literature. The paper then focuses on developing a matrix to categorize quality costs which offers insights as to why more managers have not fully implemented service quality in their organizations.

Findings

Utilizing this quality costs matrix, the paper focuses on describing several of the main problems or pitfalls in service quality implementation.

Practical implications

In light of these findings, the paper discusses the practical implications and focuses on recommendations how to implement service quality correctly.

Originality/value

The paper suggests a novel categorization of quality costs and suggests recommendations that will assist managers to correctly implement service quality and eliminate the problems of poor quality. There are also future research recommendations to further the knowledge of service quality theory and implementation.

Details

International Journal of Quality and Service Sciences, vol. 2 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

Content available
Article
Publication date: 1 December 2001

Moshe Davidow

1235

Abstract

Details

International Journal of Service Industry Management, vol. 12 no. 5
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 27 June 2008

Aviv Shoham, Ayalla Ruvio and Moshe Davidow

This paper seeks to assess the impact of consumer ethics and their piracy attitudes on piracy behaviors. The extent of such piracy is difficult to estimate because no…

6383

Abstract

Purpose

This paper seeks to assess the impact of consumer ethics and their piracy attitudes on piracy behaviors. The extent of such piracy is difficult to estimate because no worldwide statistics are available, but conservative estimates indicate that it costs manufacturers billions of dollars.

Design/methodology/approach

The research was conducted using Israeli consumers through a structured questionnaire. Data were analyzed mostly through regression models.

Findings

Attitudes to piracy served as a partial mediator of the impacts of consumer morals and ethics on actual piracy.

Research limitations/implications

The major limitation is the use of a convenience sample and future research should replicate and extend this study using random samples.

Practical implications

First, firms should advertise piracy as unethical. This would result in recognition of unethical piracy behavior by some part of the population. For piracy reduction, such people should recognize the need to “balance the ethical book” within the same context of behavior. In other words, if they have pirated from a company in the past, such people should be encouraged to purchase from the same company in the future.

Originality/value

The paper assesses the impact of consumer ethics and their piracy attitudes and behaviors.

Details

Journal of Consumer Marketing, vol. 25 no. 4
Type: Research Article
ISSN: 0736-3761

Keywords

Content available
Article
Publication date: 23 March 2012

398

Abstract

Details

International Journal of Quality and Service Sciences, vol. 4 no. 1
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 30 August 2013

Moshe Sharabi

In today's environment, higher education (HE) institutions need to become more efficient and participate in a competitive global market where client expectations are…

5291

Abstract

Purpose

In today's environment, higher education (HE) institutions need to become more efficient and participate in a competitive global market where client expectations are continually rising. In this new reality, quality is critical for success. While the economic benefits of quality have been long established, many HE institutions still ignore them at their own risk. This is especially true for service quality and this paper will focus on HE service quality management and improvement. This paper aims to discuss these issues.

Design/methodology/approach

The paper implements Schneider and Bowen's model of the three tiers of service organizations and service quality management and improvement methods, on HE institutions.

Findings

An analysis of the service process within HE institutions reveals that the quality of service given to the customer tier (the students) by the boundary tier (all the employees who have contact with the students) is greatly dependent on the coordination tier (top HE management and its various departments). In this service chain, there are several problems and pitfalls that prevent the enhancement of service quality.

Practical implications

In light of the three tiers of service model, the paper discusses practical implications and focuses on recommendations how to manage and improve service quality in HE.

Originality/value

The paper presents a comprehensive approach for managing and improving the service quality chain while addressing the integration between the coordination, boundary and customer tiers, with an emphasis on meeting students' needs and expectations.

Details

International Journal of Quality and Service Sciences, vol. 5 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 12 June 2017

Tariq Abdullatif Halimi

This paper aims to examine the variation in Arab/Muslim consumers’ willingness to buy (WTB) from product’s origins (POs) involved in the Arab/Muslim-Israeli animosity case…

Abstract

Purpose

This paper aims to examine the variation in Arab/Muslim consumers’ willingness to buy (WTB) from product’s origins (POs) involved in the Arab/Muslim-Israeli animosity case despite their common nationality and religious affiliation.

Design/methodology/approach

Qualitative research methodology is used. A total of 30 Arab and Muslim individuals were interviewed, and web documents were analysed. A grounded theory approach is adopted to analyse the data collected.

Findings

The results reveal that the variation in WTB from offending PO among Arab/Muslim consumers is influenced by the intensity of animosity (IOA) as perceived by the individual consumer towards the PO. IOA is a variable affected by the antagonistic emotional impact which is evoked by the egregiousness of the PO’s actions (PO involvement) and consumer connection with the political issue (consumer involvement) and is moderated by the time of the PO’s egregious actions.

Practical implications

Politically favourable POs in the Arab/Muslim world need to target consumers who perceive greater connection with the political issue, whereas politically unfavourable POs need to target consumers who perceive weaker connection with the political conflict, in addition to distancing themselves from it.

Originality value

This is an original attempt to gain insight into the different levels of willingness of fellow nationals to buy a product from an offending nation in the context of Arab/Muslim-Israeli animosity which is explained through the IOA model of foreign product purchase.

Details

Journal of Islamic Marketing, vol. 8 no. 2
Type: Research Article
ISSN: 1759-0833

Keywords

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