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1 – 10 of over 6000Myung-Joong Kim, Juil Kim and Sun-Young Park
This study aims to investigate customers’ churning out of Internet Protocol Television (IPTV) service, one of the most prevalent forms of IT convergence.
Abstract
Purpose
This study aims to investigate customers’ churning out of Internet Protocol Television (IPTV) service, one of the most prevalent forms of IT convergence.
Design/methodology/approach
Based on the review of current literature, a research model is introduced to depict the effects of select independent variables on customer churning behavior. First of all, the two groups are compared in terms of predictor variables, including switching barriers, voice of customer (VOC), membership period and degree of contents usage. Then, a curvilinear regression was applied to understand the association relationship between the level of IPTV contents usage and variables of switching barriers, VOC and membership period. Third, a logit regression was performed to predict customer churning through the variables of switching barriers, VOC, membership period and level of IPTV contents usage.
Findings
Through the empirical analysis, this study analyzed the factors affecting customer churning behavior of IPTV service providers based on switching barriers, VOC and contents usage.
Originality/value
Although several studies on IPTV have been undertaken globally, they have largely depended on self-reporting surveys to examine dynamics between antecedent variables and IPTV performance in terms of customer satisfaction, usage intension and customer retention. This empirical study is performed to understand influential factors of IPTV service defection through the weblog analysis of 3,906 service users, who represented both service defectors and non-defectors during a specific month.
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Marzenna Cichosz, Carl Marcus Wallenburg and A. Michael Knemeyer
The rapid advancement of digital technologies has fundamentally changed the competitive dynamics of the logistics service industry and forced incumbent logistics service providers…
Abstract
Purpose
The rapid advancement of digital technologies has fundamentally changed the competitive dynamics of the logistics service industry and forced incumbent logistics service providers (LSPs) to digitalize. As many LSPs still struggle in advancing their digital transformation (DT), the purpose of this study is to discover barriers and identify organizational elements and associated leading practices for DT success at LSPs.
Design/methodology/approach
This study utilizes a two-stage approach. Stage 1 is devoted to a literature review. Stage 2, based on multiple case studies, analyzes information collected across nine international and global LSPs.
Findings
This research derives a practice-based definition of DT in the logistics service industry, and it has identified five barriers, eight success factors and associated leading practices for DT. The main obstacles LSPs struggle with, are the complexity of the logistics network and lack of resources, while the main success factor is a leader having and executing a DT vision, and creating a supportive organizational culture.
Practical implications
The results contribute to the emerging field of DT within the logistics and supply chain management literature and provide insights for practitioners regarding how to effectively implement it in a complex industry.
Originality/value
The authors analyze DT from the perspective of LSPs, traditionally not viewed as innovative companies. This study compares their DT with that of other companies.
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Brenda Nansubuga and Christian Kowalkowski
Following the recent surge in research on carsharing, the paper synthesizes this growing literature to provide a comprehensive understanding of the current state of research and…
Abstract
Purpose
Following the recent surge in research on carsharing, the paper synthesizes this growing literature to provide a comprehensive understanding of the current state of research and to identify directions for future work. Specifically, this study details implications for service theory and practice.
Design/methodology/approach
Systematic selection and analysis of 279 papers from the existing literature, published between 1996 and 2020.
Findings
The literature review identified four key themes: business models, drivers and barriers, customer behavior, and vehicle balancing.
Practical implications
For managers, the study illuminates the importance of collaboration among stakeholders within the automotive sector for purposes of widening their customer base and maximizing utilization and profits. For policy makers, their important role in supporting carsharing take-off is highlighted with emphasis on balancing support rendered to different mobility services to promote mutual success.
Originality/value
This is the first systematic multi-disciplinary literature review of carsharing. It integrates insights from transportation, environmental, and business studies, identifying gaps in the existing research and specifically suggesting implications for service research.
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Parents whose children have undergone an autism assessment often describe the process as extremely stressful. This affects how parents engage with services post-diagnosis, meaning…
Abstract
Purpose
Parents whose children have undergone an autism assessment often describe the process as extremely stressful. This affects how parents engage with services post-diagnosis, meaning less likelihood of using subsequent service support despite struggling to cope. Since parents already report many barriers to accessing services, e.g. long waiting lists, lack of co-ordination and limited resources (Sapiets et al. 2023), negative experiences during assessment should not pose another potential barrier to engagement. This study aimed to address how families’ needs can be better met during the assessment process.
Design/methodology/approach
In this qualitative study, the author conducted semi-structured interviews with 11 parents whose child had undergone an autism assessment in the last five years. Thematic analysis determined key themes.
Findings
The six themes were: clarity and communication, access to support and resources, aftercare, recognition of parent concerns, personalisation of the assessment process and concerns around the use of personal protective equipment/online assessments. These themes led to criteria to assess the quality of autism assessment services in line with parent perspectives.
Practical implications
These parent-informed criteria could facilitate the consideration of parents’ views into service evaluations of autism assessment services across the UK.
Originality/value
Previous research indicates that the autism assessment experience is often extremely stressful and overwhelming for families (Crane et al., 2016). Despite this, guidance to improve autism services rarely prioritises the opinions and experiences of service-users and their families. The criteria presented here were derived from themes identified by interviewing parents on their experiences of the autism assessment process, thus shifting the focus onto service-users.
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Meals on Wheels (MOW) support older people to live in their own homes and communities. The purpose of this paper is to explore MOW experiences from a multi-stakeholder level to…
Abstract
Purpose
Meals on Wheels (MOW) support older people to live in their own homes and communities. The purpose of this paper is to explore MOW experiences from a multi-stakeholder level to inform and better equip this valuable service.
Design/methodology/approach
A qualitative approach was undertaken utilising semi-structured interviews and focus groups with current, former and potential MOW service users and MOW stakeholders.
Findings
Qualitative analysis explored MOW perspectives and experiences, highlighting a lack of MOW information and awareness, the importance of a client-centred approach the multiple roles of MOW and service transition.
Originality/value
This research explores MOW from the perspective of different groups directly involved in this community service, offering unique multi-stakeholder insights to understand and guide the future of this service.
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Ailian Qiu, Yingchun Yu and John McCollough
This thesis deeply studies the impact mechanism of digital service trade on the high-quality development of the manufacturing industry from the aspects of technological innovation…
Abstract
Purpose
This thesis deeply studies the impact mechanism of digital service trade on the high-quality development of the manufacturing industry from the aspects of technological innovation and industrial structure.
Design/methodology/approach
In this thesis, 40 countries from 2010 to 2020 were selected as samples, and the panel fixed-effect model and intermediary effect model were used to empirically analyze the impact path of digital service trade on the high-quality development of global manufacturing.
Findings
Overall, digital service trade has a positive impact on the high-quality development of the global manufacturing industry. Through the analysis of the intermediary effect mechanism, it is found that digital service trade can further positively affect the high-quality development of the global manufacturing industry by promoting technological innovation and industrial structure upgrading.
Research limitations/implications
Based on the empirical results, targeted countermeasures and suggestions are given in this paper.
Practical implications
Through the test of national heterogeneity, it is found that in developing countries, digital service trade mainly acts on the high-quality development of the manufacturing industry by promoting industrial structure upgrading.
Social implications
In developed countries, digital service trade mainly promotes the high-quality development of manufacturing through technological innovation; from the perspective of industry heterogeneity, the three service industries of information and communication technology (ICT), other business services and property have the intermediary effect of technological innovation and industrial structure.
Originality/value
This manuscript suggests that trade in digital services should be promoted as a national trade priority.
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Vietnam has been actively integrated into a multilateral trading system based on its accession to the WTO and the implementation of a series of ASEAN+1 FTAs. Now Vietnam is…
Abstract
Vietnam has been actively integrated into a multilateral trading system based on its accession to the WTO and the implementation of a series of ASEAN+1 FTAs. Now Vietnam is negotiating to be a member of the Trans-Pacific Partnership (TPP) agreement, which is a region-wide FTA in the Asia-Pacific region, and a total of 21 working groups have been negotiating 29 chapters of the TPP. This paper tries to assess major issues of Vietnam’s joining the TPP, and to draw policy implications such as initiatives for Vietnam’s acceleration of its renovation and economic restructuring programs; and domestic measures for facilitating FTA implementation by firms and enhancing the country's implementation capacity.
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