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1 – 10 of over 71000The primary objective of this paper is to explore how the companies in Turkey plan, manage, carry out and improve their logistics processes and, thus, provide a preliminary…
Abstract
The primary objective of this paper is to explore how the companies in Turkey plan, manage, carry out and improve their logistics processes and, thus, provide a preliminary analysis to explore the current status of logistics in Turkey. For this purpose, a structured‐disguised survey was conducted with the top 250 firms of Istanbul Chamber of Commerce. The aims were: to specify the organizational, financial and managerial significance of logistics activities; to articulate the sourcing/ purchasing feature, customer service and order processing, to understand the changes in the number of suppliers and customers and to identify the features of activities and tools aimed to improve the quality/productivity in these systems; and to investigate the impact of the general characteristics on the first and second subcriteria for each firm.
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Mitchell M. Tseng, Ma Qinhai and Chuan‐Jun Su
The growing importance of the service sector in almost every economy in the world has created a significant amount of interest in service operations. In practice, many service…
Abstract
The growing importance of the service sector in almost every economy in the world has created a significant amount of interest in service operations. In practice, many service sectors have sought and made use of various enhancement programs to improve their operations and performance in an attempt to hold competitive success. As most researchers recognize, service operations link with customers. The customers as participants act in the service operations system driven by the goal of sufficing his/her added values. This is one of the distinctive features of service production and consumption. In the paper, first, we propose the idea of service operations improvement by mapping objectively the service experience of customers from the view of customer journey. Second, a portraying scheme of service experience of customers based on the IDEF3 technique is proposed, and last, some implications on service operations improvement are given.
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Yu Tian, Alexander E. Ellinger and Haozhe Chen
Based on customer value theory, this paper aims to propose and test a conceptual model of the relationship between third‐party logistics (3PL) provider customer orientation and…
Abstract
Purpose
Based on customer value theory, this paper aims to propose and test a conceptual model of the relationship between third‐party logistics (3PL) provider customer orientation and customer firm logistics improvement.
Design/methodology/approach
The 3PL provider customer orientation is conceptualized as a higher, second‐order construct made up of four key logistics‐driven first‐order indicators: service variety, information availability, timeliness, and continuous improvement. A survey‐based approach is utilized to collect data from managers at 124 manufacturing customer firms in the People's Republic of China; structural equation modeling is performed to assess measures and test the hypothesized relationships.
Findings
Chinese 3PL provider customer orientation significantly influences customer firm logistics improvement.
Research limitations/implications
Findings are based on single source perceptual data from customer firm key respondents. Tests indicate that common method bias is not a problem.
Practical implications
At a time when market pressure is compelling Mainland Chinese 3PL providers to upgrade and expand service offerings, 3PLs with a strong customer orientation create significant value for customers through superior execution on key elements of logistics service.
Originality/value
The paper responds to calls for additional theoretically driven assessment of market orientation in logistics service provider firms by identifying explicit behavioral manifestations of 3PL customer orientation that enhance customer firm logistics performance.
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K.K. Navaratnam and Bill Harris
Presents a “detailed” account of an innovative way ofserving the internal and external customer in an Australian QualityAward winning public sector service industry – South…
Abstract
Presents a “detailed” account of an innovative way of serving the internal and external customer in an Australian Quality Award winning public sector service industry – South East Queensland Electricity Board (SEQEB). Presenting the principles of customer service in SEQEB, lists the six key strategies such as setting performance targets, conducting customer and staff surveys, benchmarking, sustaining customer satisfaction and providing customer advice. These strategies are used by SEQEB and are essential for establishing customer service quality in the public sector. Concludes that the implications of the principles and the strategies of customer service deployed by this service industry can be emulated in several service oriented organizations in the public sector.
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Presents an empirical study of major quality improvement initiatives recently undertaken by two British banks. Provides a useful comparison of the two different approaches, and…
Abstract
Presents an empirical study of major quality improvement initiatives recently undertaken by two British banks. Provides a useful comparison of the two different approaches, and contributes new evidence on the current debate concerning the validity of the SERVQUAL model. First outlines the implementation of the SERVQUAL model, the bank’s subsequent quality improvement programme, and evidence of an improvement in customer satisfaction. Second, included for comparative purposes, describes the adoption and implementation of the Crosby total quality training programme. In both cases relevant evidence was gathered on staff attitudes. Given the long‐term nature of these comprehensive quality programmes, any evaluation must necessarily be tentative, but both banks are able to report an improvement in service quality, and fresh evidence is provided in support of the SERVQUAL model.
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The purpose of this paper is to suggest a conceptual framework to examine customer satisfaction with a technology‐based service improvement. Three factors are suggested that…
Abstract
Purpose
The purpose of this paper is to suggest a conceptual framework to examine customer satisfaction with a technology‐based service improvement. Three factors are suggested that influence customers' acceptance of the improved service: internal, consistency and external (ICE).
Design/methodology/approach
Hypotheses are constructed by reviewing literature in the areas of customer satisfaction, marketing services and diffusion of innovation. An exploratory study was conducted in an academic setting, to examine changes in learning formats, and the resulting reactions. The empirical research involves three major procedures: personal interviews, focus groups and surveys.
Findings
The findings, based on both qualitative and quantitative research, support the proposed conceptual framework. It was found that students' behavioral intentions regarding a new, technology‐based learning format, can be explained by the following factors: perceived outcome and ease of use (internal factor), technology orientation and consistency of the new with the old delivery process (consistency factor), and the perceived image of the academic institute (external factor).
Originality/value
It is suggested that when considering service improvements, more attention should be paid to the organization's image, the consistency with the traditional service and the customer technology orientation.
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Rhonda L. Hensley and Kathryn Dobie
The purpose of this paper is to develop a model to help service organizations assess their readiness for a six sigma program and to provide suggestions for methods of introducing…
Abstract
Purpose
The purpose of this paper is to develop a model to help service organizations assess their readiness for a six sigma program and to provide suggestions for methods of introducing the six sigma process. The organizational readiness model is then applied in an actual service setting.
Design/methodology/approach
A review of relevant literature is used to identify two proposed components of organizational readiness: organizational experience with improvement programs and organizational understanding of processes.
Findings
The proposed model is applied in an urban public transit company. The application includes an analysis of the transit company's readiness for six sigma, the design and administration of a survey to identify perceptual differences between customers and the organization and the statistical analysis of the survey. The survey analysis is then used to identify differences in perceptions between service employees and customers. These differences provide the basis for the development of a process improvement that employees should be able to undertake.
Originality/value
The proposed organizational readiness model is of interest to both researchers and managers. Researchers should find the construct organizational readiness and the proposed components of interest because they provide an area for research related to successful implementation of six sigma programs. The model, as it is developed in the paper, along with the example should provide managers considering the adoption of six sigma with a usable method for assessing their particular organization.
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To underestimate service quality is like saying goodbye to some of your hard‐earned profits. Even after revamping and upgrading products, manyorganizations continue to experience…
Abstract
To underestimate service quality is like saying goodbye to some of your hard‐earned profits. Even after revamping and upgrading products, many organizations continue to experience decline because they forget that people want to feel good. The feel‐good factor is espoused by politicians throughout the world to nurture votes. The fact that people want to feel good is often overlooked and ignores Maslow’s hierarchy of needs. How many times have you bought a product only to find there is a fault and the product needs replacing? This is normally something which is very irritating, but not ulcer‐inducing enough to get worked up about until, that is, the customer service department treats you as though it is your fault.
In today's environment, higher education (HE) institutions need to become more efficient and participate in a competitive global market where client expectations are continually…
Abstract
Purpose
In today's environment, higher education (HE) institutions need to become more efficient and participate in a competitive global market where client expectations are continually rising. In this new reality, quality is critical for success. While the economic benefits of quality have been long established, many HE institutions still ignore them at their own risk. This is especially true for service quality and this paper will focus on HE service quality management and improvement. This paper aims to discuss these issues.
Design/methodology/approach
The paper implements Schneider and Bowen's model of the three tiers of service organizations and service quality management and improvement methods, on HE institutions.
Findings
An analysis of the service process within HE institutions reveals that the quality of service given to the customer tier (the students) by the boundary tier (all the employees who have contact with the students) is greatly dependent on the coordination tier (top HE management and its various departments). In this service chain, there are several problems and pitfalls that prevent the enhancement of service quality.
Practical implications
In light of the three tiers of service model, the paper discusses practical implications and focuses on recommendations how to manage and improve service quality in HE.
Originality/value
The paper presents a comprehensive approach for managing and improving the service quality chain while addressing the integration between the coordination, boundary and customer tiers, with an emphasis on meeting students' needs and expectations.
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Barbara Caemmerer and Alan Wilson
The purpose of this paper is to explore the antecedents and consequences of the implementation of different customer feedback mechanisms with regard to their contribution to…
Abstract
Purpose
The purpose of this paper is to explore the antecedents and consequences of the implementation of different customer feedback mechanisms with regard to their contribution to organisational learning that leads to service improvement.
Design/methodology/approach
A critical case organisation is chosen to explore the link between the implementation of customer feedback mechanisms and organisational learning from a middle management and employee perspective. Method triangulation is adopted, gathering qualitative and quantitative data.
Findings
Organisational learning in relation to service improvement is influenced by the interplay between the way data are gathered through customer feedback mechanisms and implemented at a branch or business unit level. The implementation depends on attitudes of middle management towards such mechanisms.
Research limitations/implications
Future studies might investigate whether the findings can be replicated in other operational settings and triangulate the data with customer perceptions of service improvement.
Practical implications
Customer feedback mechanisms at an organisational and business unit level need better integration. To gather customer feedback that enables more meaningful decision‐making to improve services, middle management needs to have a stronger involvement in the design and implementation of customer feedback mechanisms. Central efforts have to be placed on the support of middle management in the interpretation and use of data that is gathered through organisation‐wide feedback initiatives.
Originality/value
This paper contributes to extant knowledge by integrating the fields of service performance management practices, in this case the implementation of customer feedback mechanisms, and organisational learning.
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