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This exploratory paper investigates internal service from a service management perspective. The objectives were to identify the main internal barriers that are preventing improvements to external service within business‐to‐business (B2B) organisations, to explore the bi‐directionality of internal services provided between internal functions, to assess the quality of internal services provided between functions and develop a means of testing staff and managers for their level of internal versus external focus.

A qualitative study was conducted involving structured interviews in two European countries with 20 staffs and managers from a large international express package delivery firm.

Five findings emerged. First, six main internal barriers to improving external quality were identified. Second, the study found that the barriers in B2B organisations were the same as those in business‐to‐consumer (B2C) organisations. Third, it suggested that internal service, unlike external B2C service, is bi‐directional. Fourth, it demonstrated a perception gap in internal service provision suggesting some degree of arrogance or delusion. Fifth, it demonstrated that the managers and staff viewed their service from an organisational, inside‐out, perspective, despite articulating a desire to provide excellent service to their business customers.

The key limitations were that only one organisation was studied and 20 interviews conducted. The paper provides support for the total quality management approach and suggests that a dual approach combining a service, customer, perspective with an operations, efficiency, perspective might be useful in generating deeper insights to better understand and bring about improvements to the quality of services delivered.

From a practitioner perspective, the findings suggest that managers and supervisors need to develop a better understanding of the performance of internal services.

The paper contributes to the knowledge of internal service, particularly in B2B services.

In recent years more and more users have begun to use social networking sites (SNSs). Visiting these sites has become a regular habit of many users. However most of the users only use the free services of the sites and are unwilling to pay for services. Therefore, in order to understand what factors affect users' intention to continue to pay for services, this study proposes a research model based on value theory and the academic literature on switching barriers.

An online questionnaire was developed and used to collect research data. The responses of 211 SNS members who pay subscription fees for advanced services were used to test the hypotheses in the research model.

All of the seven study hypotheses were supported. The results indicated that perceived value and service degradation barriers are the main factors which directly influence the intention to pay. Together they account for 37.4 per cent of the variance in intention. Additionally the results demonstrated that sunk costs and lost performance costs both had significant impact on service degradation barriers while enjoyment, social value, and perceived fees were the main determinants of the intention to pay.

SNS managers could raise users' perceived value by enhancing the social value and enjoyment of SNSs. In addition they can provide paid members with exclusive member services to increase the barrier. To sum up, in order to increase customers' perceived value, SNS service providers need to understand the real needs of their major customers. These users will be more willing to pay for the services they prefer and feel they need and then recommend that other users use or pay for the services.

This study provides a comprehensive framework of the influence of perceived value and service degradation barriers on users' intention to continue to pay for SNSs. The research results could be generalised to other social Web 2.0 services.

Robots have been adopted in numerous tourism and hospitality sectors, including restaurants. This study aims to investigate fast-food employees' use of service robots (SRs) in Pakistan.

This study used a conceptual model based on innovation resistance theory (IRT). By employing structural equation modeling (SEM) in Smart-PLS 3.2.8, we evaluated data from 247 valid respondents.

The findings demonstrated that drivers of robot adaptation significantly influenced image barriers, risk barriers, traditional barriers, usage barriers and value barriers. The results also revealed that usage, image and traditional barriers significantly affect usage intention.

This study enhances the research on robotics acceptance in tourism and hospitality and subsequently aids in the planning for post-COVID-19 resumption. This study offers several practical and theoretical insights for further investigation.

The purpose of this paper is to examine whether switching barriers in the retail banking industry affect different age groups differently.

Questionnaires were administered to 188 bank customers of different age groups, measuring their perception of variables related to relational benefits, switching costs, availability and attractiveness of alternatives, service recovery and retention.

Results from independent two‐sample t‐tests and logistic regression support all five hypotheses, confirming that young and older bank customers differ significantly in their perception of switching barriers: relational benefits, switching costs, availability and attractiveness of alternatives, service recovery and the duration of time they intend to end their relationship with their banks.

This study was conducted among employees of two higher education institutions. Thus, further research needs to test the research results in a diverse population.

Since younger customers are more likely to change their banks easily, if retail banks want to retain younger customers they need to offer more meaningful incentives to younger customers than they offer to older customers. In terms of practice the findings in this research highlight the need for managers to design different switching barrier packages for each customer age group.

Researchers in the past have found a close association between customer age and bank product usage and have shown that switching barriers play an important role in binding the customer to the service organization. However this research not only validates the switching barrier variables that affect different age groups differently but also elevates the role of age in banks switching barrier design.

Much research looks at why customers switch service organizations but there has been less focus on why customers do not switch service organizations, even though they have seriously considered doing so. In light of this, we present an analysis of the literature and develop a list of potential switching barriers. These switching barriers are then empirically tested within two financial services industries. Results from over 400 consumers enable us to ascertain not only the importance of each switching barrier but also to develop a more parsimonious understanding of these barriers, through factor analysis. The results reveal similar patterns in the two industries in respect to switching barriers. The first of the four factors contains reasons related to apathy, the second factor contains negative reasons for customers staying with their current service provider, the third factor relates to relationship variables and the final factor relates to service recovery. Results clearly indicate that the first two factors are far more important than the latter two in terms of why customers stay even when they seriously considered leaving.

This paper reports findings from a qualitative study of the mental health needs of refugees, asylum seekers and migrant workers living in an East Anglian seaside town with high rates of socio‐economic deprivation. Nine key informants were recruited from people working with refugees, asylum seekers and migrant workers, and from people who were either members of, or had extensive knowledge of the issues affecting the relevant communities. Barriers were reported both at the stage of seeking services and in accessing services once sought. Barriers to seeking services included different understandings of mental health problems, lack of acknowledgement, discussion and prioritisation of mental health problems, stigma, lack of knowledge of services, fear of authority and lack of trust. Barriers to access included previous negative experiences of accessing NHS services, resource limitations, lack of interpreting and translation services, and practical barriers such as transport and hours of appointments. The findings are discussed in relation to mental health service delivery and mental health promotion.

This paper investigates internal and external barriers influencing the different dimensions of firm service innovativeness and the moderating effect of transformational leadership on these relationships in an emerging economy, namely, Turkey.

The hypotheses were tested using cross-sectional survey data from 148 hotels. The authors use regressions to analyze the data set.

The results demonstrate that barriers to innovation need not necessarily impede firm service innovativeness at all times; some of these so-called “barriers” may even act as catalysts that improve firm’s likelihood of adopting innovations. More importantly, the findings suggest that a transformational leadership style alleviates the negative influence of internal barriers on internal service innovativeness dimensions of process, strategic and behavioral innovativeness.

The positive effect of transformational leadership lessening the detrimental impact of barriers to innovation is a topic in need of research. In addition to examining this phenomenon in a developing country, the authors choose a service retailing industry as a study context: hospitality/tourism. The main reason for choosing this industry is that there is little empirical evidence of service innovation activity in this industry despite the fact that it contributes to a large extent to employment and gross domestic product in most emerging economies, and it is, in fact, a fairly innovative industry. Furthermore, this study presents a unique perspective by investigating small- and medium-sized enterprises (SMEs).

Service organizations such as retail banks are attempting to increase their customers' lifetime value through the introduction of service innovations such as integrated banking. To date, these efforts have met with mixed success. This research proposes that strategic consideration of barriers to adoption can significantly alter and enhance the effectiveness of segmentation and communication efforts for service innovations.

The paper utilizes a latent class regression with concomitant variables on a large‐scale multinational consumer survey (n=2,702).

The results demonstrate that incorporating barriers to adoption significantly alters the segments into which customers are classified, resulting in improved model fit and out‐of‐sample prediction.

Future innovations will present other types of barrier. The authors show here that marketers can benefit from managing perceived barriers instead of directly analyzing consumer demographics.

The purpose of this paper is to review the current evidence base on barriers to inclusion and successful engagement of parents in mainstream preventive services.

Evidence was generated using a narrative review which uses different primary studies from which conclusions are produced into holistic interpretations. It provides an interpretative synthesis of findings based upon an exhaustive inclusion and exclusion criteria and systematic selection of literature.

The paper identifies barriers to successful engagement as: structural; social and cultural; and suspicion and stigma. In terms of successful engagement, it identifies personal relations between staff and service users, practical issues, service culture, consultation, information and targeting, service delivery, and community development and co-production approaches.

The paper demonstrates that the evidence base is limited and not adequately theoretically grounded. It argues for more research based within a pragmatic approach, which is more theoretically and epistemologically informed.

The paper demonstrates that more theoretically and epistemologically informed research needs to be addressed in order to design mainstream services on behalf of service practitioners and researchers.

Such an approach would assist policy makers and practitioners to develop interventions to reduce potential barriers and facilitate successful engagement and is grounded within users’ experiences. It would also reflect the complexity of working within a late modern environment, attend to the multiple needs of users, and address the complex layers intrinsic to the construction and reproduction of services, as well as widening the current evidence base.

The purpose of this paper is to examine barriers to accessing mental health services, from the perspective of young people of refugee background who have been service users, and to suggest strategies to improve access to mental health services.

A qualitative study was conducted with 16 young people (aged 18-25), who had been refugees and who had attended mental health professionals in Australia. Interview transcripts were analysed thematically to examine participants’ perspectives on what hinders initial access to mental health services.

Stigma about mental health problems was particularly prominent. Many believed a high level of disturbance was the threshold for entering services, and for some there was no knowledge of such services’ existence. Options for assistance other than mental health services were often preferred, according to young people’s explanatory models. Apprehension was expressed that sessions would be uncomfortable, distressing or ineffective. The desire to be self-reliant functioned as a further barrier. Finally, structural obstacles and social exclusion deterred some young refugees from accessing services.

Implications include the need for service providers to be equipped to provide culturally sensitive, responsive services that ideally offer both practical and psychological assistance. Potential referrers, including health professionals and community leaders, could facilitate increased access if trained to recognise and address barriers. Finally, findings indicate potential content for awareness-raising initiatives for young refugees about mental health problems and services.

This paper is original in its sample, method, topic and findings; being drawn from the first known qualitative research exploring views of young mental health service users who have been refugees about barriers to accessing mental health services.