Search results

1 – 10 of over 182000
Article
Publication date: 1 February 1998

Luis E. Solis, Subba Rao, T.S. Raghu‐Nathan, Cho‐Young Chen and Shih‐Chun Pan

In this paper we compare the quality management practices and quality results between Taiwanese manufacturing and service companies, based on a survey of 131 manufacturing…

2970

Abstract

In this paper we compare the quality management practices and quality results between Taiwanese manufacturing and service companies, based on a survey of 131 manufacturing and 109 service companies. The results presented here are focused on eight critical factors of quality management ‐ quality leadership, strategic quality planning, quality information and analysis, human resources management, quality assurance, supplier quality, customer orientation, quality citizenship ‐ and company quality results. The present study shows significant differences between manufacturing and service companies with manufacturing companies performing better in six critical dimensions of quality management as well as in quality results. Opportunities for improving quality management practices in Taiwanese service companies are identified.

Details

Managing Service Quality: An International Journal, vol. 8 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 19 October 2010

A. Parasuraman

The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine…

4700

Abstract

Purpose

The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine the implications of a service productivity framework that incorporates not only the company's perspective (as is done traditionally) but also the customer's perspective and a typology for classifying service innovations on the basis of their potential impact on productivity from the company's and the customer's perspectives.

Design/methodology/approach

The service productivity framework and service innovation typology are developed by synthesizing – and extending – concepts and insights from the relevant literature pertaining to productivity, quality and innovation.

Findings

Analysis and discussion of the proposed frameworks lead to the overarching conclusion that strategies to improve service productivity, enhance service quality or implement service innovations, are likely to be suboptimal if pursued in isolation. As such, it is important for companies to consider the inter‐linkages among service productivity, quality and innovation when formulating and implementing strategies pertaining to any of them.

Originality/value

The integration of conventional productivity concepts with key insights from the rich literature on service quality is novel. The resulting expanded service productivity framework and service innovation typology have important managerial implications and also offer several potentially fruitful avenues for further research.

Details

International Journal of Quality and Service Sciences, vol. 2 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 1 February 1989

Craig Cina

Proposes an effective customer satisfaction program. Demonstratesthat successful services companies have service packages, such asminimum service requirements and value…

1509

Abstract

Proposes an effective customer satisfaction program. Demonstrates that successful services companies have service packages, such as minimum service requirements and value added services that distinguish them from competitors. Offers five steps to greater customer satisfaction that focuses on satisfaction audits, service strategy development, employee relations, implementing tactics, and maintenance and feedback. Concludes that marketers must ultimately have a good understanding of the marketplace.

Details

Journal of Business & Industrial Marketing, vol. 4 no. 2
Type: Research Article
ISSN: 0885-8624

Keywords

Book part
Publication date: 31 October 2009

Ralph Lehmann

Purpose – In the Swiss economy, the service sector has gained a great share of international trade and foreign investments. Export promotion measures, though, are mainly…

Abstract

Purpose – In the Swiss economy, the service sector has gained a great share of international trade and foreign investments. Export promotion measures, though, are mainly focused on the internationalization of manufacturing companies. From the literature it remains unclear if the internationalization behavior of service and manufacturing firms differs and if promotion measures should be adapted. The present study describes the internationalization of service firms and compares it with the internationalization of manufacturing companies.

Methodology – The study is structured into two consecutive surveys: the first one is explorative, qualitative-empirical, and examines the internationalization behavior of 12 service companies, four each from the industries of corporate consulting, engineering, and information technology. The resulting hypotheses are tested in a subsequent confirmatory, quantitative-empirical survey of 443 service providers from the sectors of consulting, information technology, and education, as well as 553 production enterprises from the sectors of food, textiles, and chemical products.

Findings – The results show that the psychological distance to foreign markets has a greater importance for service providers than for production companies. Service providers prefer direct distribution systems and develop foreign markets more simultaneously than production companies.

Practical implications – The conclusion is that export promotion programs should be tailored to the specific needs of different segments of the economy.

Originality of paper – The study offers an empirical support to the position that the internationalization behaviors of service providers and manufacturers differ, and that internationalization models which are substantially based on the examination of manufacturing companies should be verified.

Details

Research on Knowledge, Innovation and Internationalization
Type: Book
ISBN: 978-1-84855-956-1

Article
Publication date: 1 July 2021

Guilherme Sales Smania, Glauco Henrique de Sousa Mendes, Fabiane Letícia Lizarelli and Camila Favoretto

This study aims to validate a model of relationships between critical factors such as service strategy, culture-climate, leadership, customer involvement, technology…

Abstract

Purpose

This study aims to validate a model of relationships between critical factors such as service strategy, culture-climate, leadership, customer involvement, technology strategy and service innovation (SI). Moreover, it investigates the impact of SI on a company’s performance and the moderating role of digitalization in the relationships between critical factors and SI.

Design/methodology/approach

Primary data were collected through a survey and partial least squares structural equation modeling was used to analyze the collected data and test the research hypotheses.

Findings

The results suggest positive associations of service strategy toward culture-climate, leadership, customer involvement and technology strategy in terms of significance and effect size. However, only two factors (e.g. customer involvement and technology strategy) positively influence SI, which affects financial and non-financial performance. Furthermore, digitalization does not strengthen the influence of four antecedents (i.e. culture-climate, leadership, customer involvement and technology strategy) in SI.

Originality/value

First, the study provides a comprehensive framework of SI critical factors and their impact on company performance. Second, it links servitization, SI and digitalization. Third, it tests the effects of digitalization.

Details

Journal of Business & Industrial Marketing, vol. 37 no. 3
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 29 May 2007

Adegoke Oke

The purpose of this study is to investigate the different types of innovation that are predominant in companies in the UK services sector, the degree of innovativeness…

32505

Abstract

Purpose

The purpose of this study is to investigate the different types of innovation that are predominant in companies in the UK services sector, the degree of innovativeness, the practices associated with the pursuit of innovation and their relationship with company performance.

Design/methodology/approach

The empirical phase of the study was conducted using a two‐stage process initiated by interviews and completed with mail surveys. Interviews were held with six senior executives of leading service companies in the UK. 214 senior managers of UK service companies were surveyed. The response rate was 47 per cent. Relevant statistical analytical techniques including regressions were used to analyse the data.

Findings

Product innovations are emphasized more in telecommunications and financial sectors than in transport and retail sectors while service innovations are emphasized more in retail and transport sectors. Radical and incremental innovations were found to be related to innovation performance. Radical innovations were also found to be related to innovation management practices.

Practical implications

Service companies need to pursue radical, me‐too and incremental innovations. Formal practices and processes must not be limited to the pursuit of radical innovations. Service companies must also recognize the pursuit of incremental innovations formally in their innovation strategies and define formal process for implementing these types of innovation.

Originality/value

The finding that formal practices are set up to foster the development of radical innovations in spite of the fact that both me‐too and incremental innovations are also related to innovation performance represents an interesting contribution. Applying a framework that was based on the development of new products and innovations in the manufacturing context to the service context represents a contribution to the extant literature. Finally, investigating the link between innovation types, innovativeness, management practices and innovation performance in service companies is pioneering.

Details

International Journal of Operations & Production Management, vol. 27 no. 6
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 1 March 2003

Valerie Lindsay, Doren Chadee, Jan Mattsson, Robert Johnston and Bruce Millett

This article develops a new conceptual model of knowledge flows within international service firms. Our model takes explicit account of the critical role of relationships…

3060

Abstract

This article develops a new conceptual model of knowledge flows within international service firms. Our model takes explicit account of the critical role of relationships and the individual as being central to the process of knowledge transfer for service firms. The model is then validated with data collected from five international service firms using critical event analysis techniques. The findings reinforce our contention that the individual plays a critical role in the process of knowledge transfer and that relationships form an integral part of this process. The implications of this finding are also discussed.

Details

International Journal of Service Industry Management, vol. 14 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 1 May 1980

David Ray, John Gattorna and Mike Allen

Preface The functions of business divide into several areas and the general focus of this book is on one of the most important although least understood of…

1105

Abstract

Preface The functions of business divide into several areas and the general focus of this book is on one of the most important although least understood of these—DISTRIBUTION. The particular focus is on reviewing current practice in distribution costing and on attempting to push the frontiers back a little by suggesting some new approaches to overcome previously defined shortcomings.

Details

International Journal of Physical Distribution & Materials Management, vol. 10 no. 5/6
Type: Research Article
ISSN: 0269-8218

Article
Publication date: 31 July 2007

George J. Avlonitis and Kostis A. Indounas

The purpose of this research paper is to investigate the pricing policies that service companies adopt in order to set their prices along with the service, organizational…

3381

Abstract

Purpose

The purpose of this research paper is to investigate the pricing policies that service companies adopt in order to set their prices along with the service, organizational and environmental characteristics that influence these policies. Moreover, the extent to which these policies and characteristics are varied across different service industries is also examined.

Design/methodology/approach

In order to achieve the research objectives, data were collected from 170 companies operating in six different service sectors in Greece through personal interviews. Moreover, a qualitative research through 38 in‐depth interviews was also conducted.

Findings

The study found that the pricing policies tend to be influenced by a number of different service, organizational and environmental characteristics, while different patterns of pricing behavior were clearly identified across different service industries.

Research limitations/implications

The practical implications of the findings refer to the fact that there does not seem to be a “one and only” recipe for pricing decisions, which can be applied to all circumstances and service contexts. Formulating the pricing strategy seems to be a “situation specific” business activity. The significance of these findings notwithstanding, the context of the study (Greece) is the most important caveat, since it limits the ability to generalize the results to other countries.

Originality/value

The contribution of the paper lies in the fact that it presents the first attempt to empirically examine the potential impact of the aforementioned characteristics on the pricing policies used especially across different service contexts.

Details

European Journal of Marketing, vol. 41 no. 7/8
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 1 May 1994

Eric Sandelands

Many organizations are investing much time and effort in the management of quality. A few enlightened ones even have a vision to be the best. G. Howland Blackiston…

1857

Abstract

Many organizations are investing much time and effort in the management of quality. A few enlightened ones even have a vision to be the best. G. Howland Blackiston, the president of the Juran Institute, noted recently that, “All around the world companies are waking up to ‘quality’. Everyone is touting quality. Many are attempting it. Some organizations have gotten enviable results by using the concepts of ‘managing for quality’ dramatically to lower their costs, increase their profits and become more competitive in an increasingly competitive market. For these winners, quality has become an integral part of their business strategy”.

Details

Management Decision, vol. 32 no. 5
Type: Research Article
ISSN: 0025-1747

1 – 10 of over 182000