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Article
Publication date: 1 October 1998

Ismo Vuorinen, Raija Järvinen and Uolevi Lehtinen

The purpose of this article is to elucidate the concept and measurement of productivity in the service sector. The concept of service productivity is divided into quantity…

Abstract

The purpose of this article is to elucidate the concept and measurement of productivity in the service sector. The concept of service productivity is divided into quantity and quality dimensions, and further into output and input elements. Moreover, the issue of measurement is analysed to show the problems related to the elaborated concept of productivity. The content and measurement of the dimensions of service productivity are illustrated through a case study focusing on the second largest insurance group in Finland. The various elements of quantity and quality dimensions were distinguished in the target firm, but especially the quality elements seem to require more serious attention in the future. The article ends with a plea for more interdisciplinary research between scholars on service productivity.

Details

International Journal of Service Industry Management, vol. 9 no. 4
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 June 2003

Raija Järvinen, Uolevi Lehtinen and Ismo Vuorinen

Service‐marketing literature has traditionally built upon the combination of low technology and high interaction between service providers and customers in service…

Abstract

Service‐marketing literature has traditionally built upon the combination of low technology and high interaction between service providers and customers in service delivery. However, many service organisations have started to utilise high‐tech in their operations. More specifically, they are considering how to make their services available to a wide range of customers with the aid of technology. So far, only few empirically oriented studies on this trend can be found in service literature. In this article the topic is approached on the basis of both services marketing literature and an in‐depth analysis of two case studies. The empirical evidence was gathered from two Finnish financial organisations, an insurance company and a bank, both having utilised technology in their service production and delivery. The consequences of these choices are evaluated and compared with each other. We conclude with a framework for strategic decision making, which ties together the dimensions of service type, technology and encounter. On the basis of our empirical cases, we suggest that there are numerous strategic options between the ends of each continuum of the framework, and in addition to advanced technology, service providers need to pay explicit attention to social aspects. The lesson we learned calls for more customer orientation when planning high‐tech solutions in service operations, and taking a new attitude to segmentation.

Details

European Journal of Marketing, vol. 37 no. 5/6
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 May 1994

Liisa Valikangas and Uolevi Lehtinen

Introduces a strategic typology of services (generic, specialized andcustomized services). Discusses their implications for internationalmarketing strategies. Presented as…

Abstract

Introduces a strategic typology of services (generic, specialized and customized services). Discusses their implications for international marketing strategies. Presented as tools for strategic thinking, the strategic types of services are developed in the process of differentiating a service from its competitors and focusing it on the particular market segment(s). The typology is not mutually exclusive but can be used to combine elements in order to achieve a differential advantage in service competition. Discusses the core competences of a service firm and the choices in international marketing strategies in the case of each type of service.

Details

International Journal of Service Industry Management, vol. 5 no. 2
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 June 2001

Christian Grönroos

Compares traditional marketing models to service marketing models, stating that the most important characteristic of services is the fact that services are processes, not…

Abstract

Compares traditional marketing models to service marketing models, stating that the most important characteristic of services is the fact that services are processes, not things. A service firm has no products, only interactive processes. Whereas the consumption of physical products can be described as “outcome consumption”, the consumption of services can be characterized as “process consumption”. In this context, describes the development of the perceived service quality concept.

Details

Managing Service Quality: An International Journal, vol. 11 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 4 July 2013

Cristiana R. Lages, Cláudia M.N. Simões, Raymond P. Fisk and Werner H. Kunz

The evolution of the service marketing field was marked by the emergence of a global, vigorous and tolerant community of service marketing researchers. This paper seeks to…

Abstract

Purpose

The evolution of the service marketing field was marked by the emergence of a global, vigorous and tolerant community of service marketing researchers. This paper seeks to examine the history of the service marketing community and argues that it may be an archetype for building the emergent global service research community.

Design/methodology/approach

The study combines qualitative and quantitative approaches. The authors interviewed four pioneering service scholars and also collected descriptive data (e.g. Authorship, Affiliation, Title, Keywords) of all service related articles published in 13 top peer‐reviewed marketing and service journals over the last 30 years (5,432 articles; 6,450 authors). In a dynamic analysis the authors mapped global collaboration between countries over time and detected clusters of international collaboration.

Findings

Findings suggest a growing international collaboration for the USA and the UK, while for other countries like Israel the global collaboration started from a high level and decreases now. Further, the service marketing community never became polarized and there were always contributions from researchers all over the world.

Research limitations/implications

As the global service research community is developing, service marketing becomes a research neighborhood within the broader service research community. Simultaneously, other research neighborhoods are emerging within this new community (e.g. service arts, service management, service engineering, service science).

Originality/value

Anchored on the social evolution and biological evolution metaphors, this study explains the evolution of the service marketing field from both qualitative and quantitative perspectives. Furthermore, it explains the development of the service marketing community as an archetype for building the global service research community.

Details

Managing Service Quality: An International Journal, vol. 23 no. 4
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 21 August 2017

Christian Grönroos

The purpose of this paper is to record the author’s personal reflections on his career as a marketing scholar.

Abstract

Purpose

The purpose of this paper is to record the author’s personal reflections on his career as a marketing scholar.

Design/methodology/approach

Personal reflections in an autobiographical approach.

Findings

The author’s career as student, teacher and scholar is described in some detail.

Originality/value

The paper records events and memories that might otherwise be forgotten. No other such account has been published of Christian Grönroos’s career.

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Article
Publication date: 1 July 1981

Risto Laulajainen

Investigates the images and preferences for six long‐haul “exotic” tourist destinations among a small random sample of prospective Finnish customers. Looks at the…

Abstract

Investigates the images and preferences for six long‐haul “exotic” tourist destinations among a small random sample of prospective Finnish customers. Looks at the promotional problem and suggests further steps for continued research.

Details

European Journal of Marketing, vol. 15 no. 7
Type: Research Article
ISSN: 0309-0566

Keywords

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