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1 – 10 of over 214000Yang Zhao, Shengli Deng, Ting Gao and Ruoxin Zhou
This paper aims to investigate the service demand of existing users and potential users for mobile information services provided by university libraries in China. The primary…
Abstract
Purpose
This paper aims to investigate the service demand of existing users and potential users for mobile information services provided by university libraries in China. The primary objective is to explore the impact of user experience on user needs, which is conducted by a comparison between two user groups over their needs from three aspects – service function, service mode and information content.
Design/methodology/approach
Data were collected from 353 library users from ten Chinese universities via questionnaires. Based on the user needs model, three dimensions of user needs were established for mobile information services and 26 measurement items were generated through a review of the literature. Furthermore, based on frequency analysis, independent samples t-test and the calculation of need rate, the demand differences in mobile information services between existing and potential users were explored.
Findings
Significant differences existed in the needs for service functions and service modes of mobile information services between existing users and potential users. Existing users cared more about such characteristics as intelligence, personalization and the variety of mobile services. Potential users, in contrast, concerned themselves more with the usability of mobile services and similarity to traditional information services. These two user groups showed little difference in the needs for information content, as they both have strict requirements for specialty, richness in and quality of information resources in mobile network environments.
Originality/value
Previous research on user needs for mobile libraries services has been primarily conducted from the perspectives of existing users. This study, however, compared the needs of existing and potential users based on their previous experiences, which can help libraries to know better what their users need and improve the quality of mobile information services to meet those needs. This can also make existing users more willing to use the services and cultivate the usage habits of potential users at the same time.
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Robert J. Bennett and Paul J.A. Robson
This paper is aimed at association managers and market advisors. It explores how associations balance their provision of different services, the potential for associations to…
Abstract
This paper is aimed at association managers and market advisors. It explores how associations balance their provision of different services, the potential for associations to provide new services, and the relevance of service “bundling”. A new survey of small firm use of associations in Britain shows that there are few differences between businesses by sector in their use of association services, but membership does significantly increase with firm size, and there is a pattern of “joiners” who belong to many associations, and “non‐joiners”. There is considerable evidence of the benefits of bundling a range of low‐cost, low‐intensity services. But actual use levels of services are low. Even joiners of many associations seem to use association membership chiefly as an insurance principle: to gain ready access to a range of services “just in case”. Analysis of the potential for new services suggests a few potential new specific niches that are related chiefly to strengthening existing service bundles emphasising the insurance principle.
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Anni Lindholm, Teemu Juhani Laine and Petri Suomala
The purpose of this paper is to identify the financial potential of new service businesses in the context of a global machinery manufacturer. The objective is to examine the…
Abstract
Purpose
The purpose of this paper is to identify the financial potential of new service businesses in the context of a global machinery manufacturer. The objective is to examine the supportive role of management accounting (MA) and control in service business development, which has not been empirically examined previously.
Design/methodology/approach
The paper takes advantage of an interventionist case study at a global machinery manufacturer and is empirically based on a comprehensive examination of the service business potential in the selected product category in different market areas. The researchers were actively involved in the accounting development activities underlying this paper.
Findings
The results suggest that the development of a global service business is necessary to build on market area characteristics. An analysis should combine financial information and equipment fleet information across product lines and organizational units.
Research limitations/implications
MA and control practices tend to require significant development to actually support the process of identifying and capturing the service business potentials. As the findings are limited to one case environment, further studies should address the longitudinal evolution of MA and control, and the choice and utilization of different performance measures, in similar contexts.
Practical implications
The paper provides managerial insights on how to utilize MA information and proposes ideas for performance indicators.
Originality/value
The process examined in this paper responds to the need for tools and techniques supporting service business development. MA and control could provide a comprehensive understanding of the dynamics of service business profitability potential and support in identifying and prioritizing the possible avenues of realizing such potential.
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Henrik Johansson and Maria Björklund
Urban consolidation centres (UCCs) are often conceived to improve services in retail stores and potentially reduce costs. However, few studies have examined how retail stores…
Abstract
Purpose
Urban consolidation centres (UCCs) are often conceived to improve services in retail stores and potentially reduce costs. However, few studies have examined how retail stores perceive the services a UCC could provide. The purpose of this paper is to explore retail stores’ potential demands for different services that a UCC could provide in order to foster the development and implementation of UCC solutions aimed towards more economically feasible business models.
Design/methodology/approach
Structured interviews were conducted with employees at 72 retail stores. Qualitative, as well as quantitative analyses, were conducted to identify the potential demands of the retail stores.
Findings
The authors have provided arguments why retail stores might be interested in UCC services, and thereby potentially pay for them. Improved customer service to stores’ customers might not be a valid argument. The authors point to the cost aspect: stores expend resources that a UCC could provide in a more cost-efficient manner.
Research limitations/implications
The findings contradict previous studies to some extent, as it indicates that a UCC may actually not enhance customer service in retail stores. Instead, the findings point to the importance of considering the potential advantages according to economies of scale that are facilitated by UCC services.
Practical implications
Taking the perspective of the stores is important in order to identify arguments for why they should pay for the services provided by a UCC.
Social implications
Financially viable UCC solutions are needed in order for the initiatives to be maintained and thereby provide a long-term decrease in the environmental and social footprints caused by urban freight.
Originality/value
This study answers the call for research addressing retailers’ perspective in urban logistics, as it takes a demand-driven perspective of the development of UCC services. Furthermore, by highlighting services requested by retail stores, it can guide the financing of UCC initiatives, an aspect that has been lacking.
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Philipp Goebel, Sabine Moeller and Richard Pibernik
The purpose of this paper is to investigate the potential of a new convenience‐enhancing service at the interface between retailers and consumers: time‐based delivery of parcels…
Abstract
Purpose
The purpose of this paper is to investigate the potential of a new convenience‐enhancing service at the interface between retailers and consumers: time‐based delivery of parcels. The service allows consumers to choose a preferred time slot for a parcel to be delivered. This convenience‐enhancing logistics service may be attractive for consumers, retailers, and logistics service providers. The authors provide insights on consumers' willingness to pay (WTP) for this service and important drivers of its attractiveness.
Design/methodology/approach
This paper measures and analyzes the attractiveness and antecedents, the WTP, and the overall revenue potential of this service based on an empirical analysis. A contingent valuation approach was adopted to measure the WTP and the level of usage.
Findings
Research results suggest that the level of availability at home and the working hours per week are important antecedents of the perceived attractiveness of the service. Furthermore, consumers who perceive this convenience‐enhancing service as attractive, represent a market segment that has significant revenue potential.
Research limitations/implications
Based on the analysis, important managerial insights are derived that can guide logistics service providers and retailers in their decision to implement such a novel service.
Originality/value
The paper enhances the scope of convenience services, providing empirical data for a time‐based delivery service.
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Apostolos Giovanis, Pinelopi Athanasopoulou, Costas Assimakopoulos and Christos Sarmaniotis
The purpose of this paper is to investigate which of four well-established theoretical models (i.e. technology acceptance model, theory of planned behavior, unified theory of…
Abstract
Purpose
The purpose of this paper is to investigate which of four well-established theoretical models (i.e. technology acceptance model, theory of planned behavior, unified theory of acceptance and use of technology, decomposed theory of planned behavior (DTPB)) best explains potential users’ behavioral intentions to adopt mobile banking (MB) services.
Design/methodology/approach
Drawing on data from 931 potential users in Greece, the structural equation modeling method was used to examine and compare the four models in goodness-of-fit, explanatory power and statistical significance of path coefficients.
Findings
Results indicate that the best model is an extension of the DTPB with perceived risk (PR). Customers’ attitude, determined by three rationally-evaluated MB attributes (usefulness, easiness and compatibility), is the main driver of consumers’ intentions to adopt MB services. Additionally, consumers’ perceptions of availability of knowledge, resources and opportunities necessary for using the service, and the pressure of interpersonal and external social contexts toward the use of MB are the other two, less important, adoption drivers. Finally, PR negatively affects attitude formation and inhibits willingness to use MB services.
Practical implications
Findings can help marketers of financial institutions to select the more parsimonious model to develop appropriate marketing strategies to increase adoption rates of MB services.
Originality/value
This is the first study that compares the performance of four well-known innovation adoption models to explain consumers’ behavior in the MB context.
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Qian Hu and Thomas Bryer
Social networking sites (SNSs) have established an important presence in our daily lives and at work. This study explores how public service professionals use SNSs and how they…
Abstract
Social networking sites (SNSs) have established an important presence in our daily lives and at work. This study explores how public service professionals use SNSs and how they perceive the potential of SNSs. This study further examines the relationship between the use of SNSs and social trust and civic participation. Last, this study identifies the challenges and opportunities facing public administration practitioners who use SNSs to build collaboration and promote public interests. Based on the nationwide survey results, this study provides a broader understanding of SNS use among public service professionals. Furthermore, it also provides management recommendations on how public service professionals can make full use of SNSs to facilitate their interactions with other public service professionals and citizens, and foster collaboration to pursue public interests.
Heini Taiminen, Kimmo Taiminen and Juha Munnukka
This study aims to understand how online weight loss services could help customers achieve a durable change. The particular focus is on exploring the roles of value co-creation…
Abstract
Purpose
This study aims to understand how online weight loss services could help customers achieve a durable change. The particular focus is on exploring the roles of value co-creation and well-being outcomes in reinforcing the transformative value potential, which is argued to be realized as customers’ intentions to continue a healthier lifestyle after the service period has ended.
Design/methodology/approach
Data was collected from the participants of an online weight loss service (n = 498), and a conceptual research model was tested using structural equation modelling.
Findings
The results imply that compliance with the guidelines and social support are two value co-creation activities that can influence the well-being outcomes of transformative services (i.e. perceived behavioral control and satisfaction with one’s achievements). These well-being outcomes help attain the transformative value potential of online weight loss services. However, the actual weight loss affected the transformative value potential only through customers’ satisfaction with their achievements as a subjective well-being outcome.
Originality/value
This study provides insight into the transformative value potential of services in the weight loss context. This study contributes to the transformative service research by focusing on the role of online services in reinforcing a durable change through the co-creation of value and improvements in customers’ well-being.
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The purpose of this research is to examine the concept of “potential quality” – that is, a company's tangible search qualities (such as the physical servicescape and virtual…
Abstract
Purpose
The purpose of this research is to examine the concept of “potential quality” – that is, a company's tangible search qualities (such as the physical servicescape and virtual servicescape) – within the context of the real‐estate industry in the USA.
Design/methodology/approach
This qualitative study collects data by conducting personal in‐depth interviews with 34 respondents who had been recent buyers or renters of property. The data are then coded and themed to identify quality dimensions relevant to this industry.
Findings
The results indicate that a buyer's perception of the overall service quality of real‐estate service consists of two components: the interaction with a realtor (process quality); and the virtual servicescape, especially the firm's website design and content (potential quality). The study concludes that existing scales (such as SERVQUAL and RESERV) fail to capture the tangible component of service quality sufficiently in the real‐estate industry.
Research limitations/implications
The study uses data from only one industry (real estate) and from only one demographic segment (professionals in higher education).
Practical implications
Service providers of intangible, high‐contact services must appreciate the importance of the virtual servicescape as a surrogate quality indicator that can help to reduce information asymmetries and consumers' uncertainty with regard to initiating a business relationship. Real estate firms need to pay attention to the training of agents and the design and content of their e‐service systems.
Originality/value
This study integrates potential quality, process quality, and outcome quality in a comprehensive proposed model. In particular, the study identifies “potential quality” as a combination of the attributes of the virtual service environment and the physical service environment.
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Briefly reviews previous literature by the author before presenting an original 12 step system integration protocol designed to ensure the success of companies or countries in…
Abstract
Briefly reviews previous literature by the author before presenting an original 12 step system integration protocol designed to ensure the success of companies or countries in their efforts to develop and market new products. Looks at the issues from different strategic levels such as corporate, international, military and economic. Presents 31 case studies, including the success of Japan in microchips to the failure of Xerox to sell its invention of the Alto personal computer 3 years before Apple: from the success in DNA and Superconductor research to the success of Sunbeam in inventing and marketing food processors: and from the daring invention and production of atomic energy for survival to the successes of sewing machine inventor Howe in co‐operating on patents to compete in markets. Includes 306 questions and answers in order to qualify concepts introduced.
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