Search results

1 – 10 of over 214000
Article
Publication date: 1 August 2016

Yang 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…

1538

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.

Details

The Electronic Library, vol. 34 no. 4
Type: Research Article
ISSN: 0264-0473

Keywords

Article
Publication date: 1 June 2001

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…

1691

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.

Details

Journal of Services Marketing, vol. 15 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 13 March 2017

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…

1695

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.

Details

Journal of Service Theory and Practice, vol. 27 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 7 August 2017

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…

1320

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.

Details

International Journal of Physical Distribution & Logistics Management, vol. 47 no. 7
Type: Research Article
ISSN: 0960-0035

Keywords

Article
Publication date: 6 July 2012

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…

2991

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.

Details

International Journal of Physical Distribution & Logistics Management, vol. 42 no. 6
Type: Research Article
ISSN: 0960-0035

Keywords

Article
Publication date: 12 February 2019

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…

2809

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.

Details

International Journal of Bank Marketing, vol. 37 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 1 March 2014

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.

Details

International Journal of Organization Theory & Behavior, vol. 17 no. 4
Type: Research Article
ISSN: 1093-4537

Open Access
Article
Publication date: 12 June 2020

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…

1742

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.

Article
Publication date: 16 May 2008

Sven Tuzovic

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…

1977

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.

Details

Managing Service Quality: An International Journal, vol. 18 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 June 2000

George K. Chako

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…

7206

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.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 12 no. 2/3
Type: Research Article
ISSN: 1355-5855

Keywords

1 – 10 of over 214000