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1 – 10 of over 170000Poonam Sahoo, Pavan Kumar Saraf and Rashmi Uchil
Significant developments in the service sector have been brought about by Industry 4.0. Automated digital technologies make it possible to upgrade existing services and develop…
Abstract
Purpose
Significant developments in the service sector have been brought about by Industry 4.0. Automated digital technologies make it possible to upgrade existing services and develop modern industrial services. This study prioritizes critical factors for adopting Industry 4.0 in the Indian service industries.
Design/methodology/approach
The author identified four criteria and fifteen significant factors from the relevant literature that have been corroborated by industry experts. Models are then developed by the analytical hierarchy process (AHP) and analytical network process (ANP) approach to ascertain the significant factors for adopting Industry 4.0 in service industries. Further, sensitivity analysis has been conducted to determine the sensitivities of the rank of criteria and sub-factors to corroborate the results.
Findings
The outcome reveals the top significant criteria as organizational criteria (0.5019) and innovation criteria (0.3081). This study prioritizes six significant factors information technology (IT) specialization, digital decentralization of all departments, organizational size, smart services through customer data, top management support and Industry 4.0 infrastructure in the transition toward Industry 4.0 in the service industries.
Practical implications
The potential factors identified in this study will assist managers in determining strategies to effectively manage the Industry 4.0 transition by concentrating on top priorities when leveraging Industry 4.0. The significance of organizational and innovation criteria given more weight will lay the groundwork for future Industry 4.0 implementation guidelines in service industries.
Originality/value
Our research is novel since, to our knowledge, no previous study has investigated the potential critical factors from organizational, environmental, innovation and cost dimensions. Thus, the potential critical factors identified are the contributions of this study.
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Ailian Qiu, Yingchun Yu and John McCollough
This thesis deeply studies the impact mechanism of digital service trade on the high-quality development of the manufacturing industry from the aspects of technological innovation…
Abstract
Purpose
This thesis deeply studies the impact mechanism of digital service trade on the high-quality development of the manufacturing industry from the aspects of technological innovation and industrial structure.
Design/methodology/approach
In this thesis, 40 countries from 2010 to 2020 were selected as samples, and the panel fixed-effect model and intermediary effect model were used to empirically analyze the impact path of digital service trade on the high-quality development of global manufacturing.
Findings
Overall, digital service trade has a positive impact on the high-quality development of the global manufacturing industry. Through the analysis of the intermediary effect mechanism, it is found that digital service trade can further positively affect the high-quality development of the global manufacturing industry by promoting technological innovation and industrial structure upgrading.
Research limitations/implications
Based on the empirical results, targeted countermeasures and suggestions are given in this paper.
Practical implications
Through the test of national heterogeneity, it is found that in developing countries, digital service trade mainly acts on the high-quality development of the manufacturing industry by promoting industrial structure upgrading.
Social implications
In developed countries, digital service trade mainly promotes the high-quality development of manufacturing through technological innovation; from the perspective of industry heterogeneity, the three service industries of information and communication technology (ICT), other business services and property have the intermediary effect of technological innovation and industrial structure.
Originality/value
This manuscript suggests that trade in digital services should be promoted as a national trade priority.
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Elaheh Mohammadi, Gianluca Vagnani and Hossein Maleki
The present study aims to explore the concepts involved in the relationship between corporate social responsibility (CSR) and customer and employee satisfaction in service…
Abstract
Purpose
The present study aims to explore the concepts involved in the relationship between corporate social responsibility (CSR) and customer and employee satisfaction in service industries.
Design/methodology/approach
The research literature over the recent decade has been analyzed using a systematic review. Through thematic analysis and coding the findings of the final selected articles, the authors presented an integrative framework of the relationship between CSR and the satisfaction of critical stakeholders of service companies, namely, customers and employees.
Findings
The research framework encompasses six main categories called CSR, satisfaction, moderators, conditional variables, contextual variables and satisfaction outcomes. All categories but CSR are divided into customer and employee sections to make the research framework further comprehensible.
Practical implications
The results show that in service industries, employees need as much attention as customers, and CSR efforts to satisfy customers and employees can lead to several positive outputs for companies.
Social implications
Failure of service companies to commit to their social responsibility may harm the environment, society’s ethics and laws and long-term corporate profitability. On the other hand, adherence to CSR can lead to social development and economic growth.
Originality/value
This study is one of the most comprehensive studies in the field of CSR and satisfaction, which simultaneously considers the two key stakeholders of a service company. In addition, it provides valuable avenues for further studies.
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G. Ronald Gilbert and Cleopatra Veloutsou
This paper seeks to identify service satisfaction measures that can be used across industries.
Abstract
Purpose
This paper seeks to identify service satisfaction measures that can be used across industries.
Design/methodology/approach
The paper attempts to identify empirically core characteristics of customer satisfaction ratings across six industries based on the ratings of 10,835 respondents within the USA. The industries included are banking and finance, retail, government, grocery stores, hospitality/sports, and restaurants.
Findings
The paper finds that banking and finance and hospitality/sports entertainment were rated highest by their patrons. Those dealing with government, general retail and moderately priced fast food restaurants received lower service satisfaction ratings. Differences were also found among respondent characteristics (i.e. age, gender, education and ethnicity/race).
Research limitations/implications
The study sample was selected from organizations readily available to the research team. Future studies based on systematic random samples would enhance the generalizability of the findings.
Originality/value
The results provide a basis from which cross industry benchmarking and the identification of best practices can be captured and used by practitioners.
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Jinwon Kang, Jong-Seok Kim and Seonmi Seol
The purpose of this study is to reveal the similarities and differences between the manufacturing and service industries in their prioritization of technologies and public…
Abstract
Purpose
The purpose of this study is to reveal the similarities and differences between the manufacturing and service industries in their prioritization of technologies and public research and development (R&D) roles, along with the complementation of properties of technology and public R&D role in the context of Fourth Industrial Revolution.
Design/methodology/approach
Two rounds of Delphi surveys were designed to meet the purpose of this study, which used rigorous triangulation techniques. The Delphi method was combined with the brainstorming method in the first-round Delphi survey, while the second-round Delphi survey focused on experts’ judgments. Finally, language network analysis was performed on the properties of technology and public R&D roles to complement the data analyses regarding prioritization.
Findings
This study identifies different prioritizations of five similar key technologies in each industry, so that it can note different technological impacts to the two industries in the Fourth Industrial Revolution. Smart factory technology is the first priority in the manufacturing industry, whereas artificial intelligence is the first priority in the service industry. The properties of the three common technologies: artificial intelligence, big data and Internet of things in both industries are summarized in hyper-intelligence on hyper-connectivity. Moreover, it is found that different technological priorities in the service and manufacturing industries require different approaches to public R&D roles, while public R&D roles cover market failure, system failure and government failure. The highest priority public R&D role for the service industry is the emphasis of non-R&D roles. Public R&D role to solve dy-functions, focus basic technologies and support challenging areas of R&D is prioritized at the highest for the manufacturing industry.
Originality/value
This study of the different prioritizations of technologies in the manufacturing and service industries offers practical lessons for executive officers, managers and policy-makers. They, by noting the different technological impacts in the manufacturing and service industries, can prepare for current actions and establish the priority of technology for R&D influencing the future paths of their industries in the context of the Fourth Industrial Revolution. While managers in the service industry should pay greater attention to the technological content of hyper-intelligence and hyper-connectivity, managers in the manufacturing industry should consider smart factory and robot technology.
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The role of tourism/hospitality industry management in ensuring service quality is now generally regarded as being of considerable importance. Notwithstanding this, relatively…
Abstract
The role of tourism/hospitality industry management in ensuring service quality is now generally regarded as being of considerable importance. Notwithstanding this, relatively little is known about the preconceptions and expectations regarding the management role that potential tourism/hospitality industry employees bring to the workplace. This study has examined the expected problem‐solving styles of hospitality industry management when faced with a complaint about visitor‐staff conflict. The sample was drawn from school leavers in a major district community, many of whom would soon seek employment and careers in the tourism/hospitality industry. Two major problem‐solving styles were identified, one involving Investigation of the complaint, and one involving Avoidance and possibly rudeness. Major Service Quality Ideals were also identified as predictors of each management problem‐solving style. Finally, the implications of these findings for tourism/hospitality industry management and for employees are explored.
Olga Polyakova and Mohammed T Mirza
The purpose of this paper is to review the concept of perceived service quality in the fitness industry by considering the service-dominant logic (Vargo and Lusch, 2004) and…
Abstract
Purpose
The purpose of this paper is to review the concept of perceived service quality in the fitness industry by considering the service-dominant logic (Vargo and Lusch, 2004) and examining existing service quality models in the context of sport and fitness.
Design/methodology/approach
The paper critically reviews generic and industry-specific models of service quality in the fitness industry. The examination of the models is intended to identify the role that the perspective of customers and the dynamics of service co-creation play in these models.
Findings
Consideration of the context in a particular industry plays an important role in the development of service quality models. If underestimated, it can result in a model being inadequate or having limited explanatory potential. The review shows that both generic and fitness industry-specific models have methodological and conceptual limitations. This requires researchers to consider developing new contextual models that acknowledge service as co-creation of experience/value between suppliers and customers; and the goal of this co-creation as fulfilment of customers’ aspirations. Such an approach brings a new light to the meaning of “a customer’s perspective” and emphasises the dynamics of service co-creation in the fitness industry.
Practical implications
The study provides an agenda for future research to consider perceived service quality models from the customers’ perspective. It suggests researchers to take into account various factors of consumer behaviour (e.g. motivation) which are unique to sport and fitness services. Also, managers of fitness facilities need to revisit their tools for capturing customers’ perceptions and to update the areas included in customer satisfaction surveys.
Originality/value
The paper provides an insight into the role of co-creation for service quality in fitness services. It contributes towards establishing revised relations between service quality in fitness and contextual industry-specific factors suggested by numerous studies previously.
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Olga Godlevskaja, Jos van Iwaarden and Ton van der Wiele
This paper aims to propose a framework that can be used for analysing services in the automotive industry.
Abstract
Purpose
This paper aims to propose a framework that can be used for analysing services in the automotive industry.
Design/methodology/approach
Existing categorisation schemes for services are investigated and evaluated in terms of their applicability to services in the automotive industry.
Findings
Services categorisation schemes are grouped under eight service paradigms, expressing the understanding that various authors had about services in different times and contexts.
Research limitations/implications
The remarks are limited to the automotive industry.
Practical implications
The paper suggests services classification schemes, which can be effectively applied to automotive services in order to generate valuable managerial insights.
Originality/value
This paper provides an overview over multiple services categorisation schemes existing in the literature.
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L.W. Hardy and E. Davies
Analyses issues surrounding the marketing of services in the UK construction industry. Examines the state of the UK construction industry, and its impact on the gross national…
Abstract
Analyses issues surrounding the marketing of services in the UK construction industry. Examines the state of the UK construction industry, and its impact on the gross national product. Highlights the elements of desk and empirical research used for the study, each divided into objective and methodology. Examines the differences in marketing techniques used for products and services. Discusses the difference between construction services and other services. Outlines the different stages of competitive tendering, and examines why this business method is not productive for the construction industry. Concludes that the marketing of services in the UK construction industry is characterised by both threats and opportunities.
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Since the first Volume of this Bibliography there has been an explosion of literature in all the main areas of business. The researcher and librarian have to be able to uncover…
Abstract
Since the first Volume of this Bibliography there has been an explosion of literature in all the main areas of business. The researcher and librarian have to be able to uncover specific articles devoted to certain topics. This Bibliography is designed to help. Volume III, in addition to the annotated list of articles as the two previous volumes, contains further features to help the reader. Each entry within has been indexed according to the Fifth Edition of the SCIMP/SCAMP Thesaurus and thus provides a full subject index to facilitate rapid information retrieval. Each article has its own unique number and this is used in both the subject and author index. The first Volume of the Bibliography covered seven journals published by MCB University Press. This Volume now indexes 25 journals, indicating the greater depth, coverage and expansion of the subject areas concerned.
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