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Munos, Annie. "Service delivery systems, services marketing and technologies." International Journal of Services Technology and Management 3, no. 3 (2002): 263. http://dx.doi.org/10.1504/ijstm.2002.001630.
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Muketi, Priscah Consolata, and Lawrence Wainaina. "Strategic Management Drivers and Service Delivery: A Case of Huduma Centre in Mombasa County, Kenya." International Journal of Business Management, Entrepreneurship and Innovation 2, no. 3 (September 6, 2020): 1–15. http://dx.doi.org/10.35942/jbmed.v2i3.122.
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This study sought to establish if service delivery enhanced implementation of strategic management drivers in an organization in the public sector. Strategic drivers are forces that shape an organization’s strategy, which contributes to the growth of a particular business. This study’s general objective was to establish how strategic management drivers influence service delivery in Kenya’s Huduma Centres focusing specifically on Mombasa County Huduma Centre. Specific objectives that guided this study were; to establish customer orientation’s influence on service delivery, to establish the influence of marketing orientation on service delivery, to determine the influence of technological orientation on service delivery, and to find out influence of business-partner collaboration. The theories relating to the study were reviewed focusing mainly on the RBV, Resource Advantage theory, Service Dominant Logic and Technology Diffusion theory. The researcher adopted descriptive research design. The target population were employees deployed at Huduma Centre, Mombasa County with 154 members of staff drawn from all cadres comprising senior management, middle level management and operational staff selected from the relevant Government Ministries, County, Departments and Agencies of which a 30% sample size of 46 respondents were selected. The primary data was collected using structured questionnaires. Analysis of data done using descriptive and inferential statistics. The study concluded that customer; marketing, technological and business-partner collaboration has a positive and significant effect on service deliver. This study recommended that the management of Huduma Centers should organize for regular in-service trainings for the employees to improve on their customer relation skills. It should improve on customer orientation by finding ways to be more responsive to customers’ needs. Huduma centres should aim at having a workforce that offers services to its clients with uniformity and equity. They should also invest more in technological innovation in order to offer services that are more efficient to the clients by focusing on offering purely on-line services. Finally, all systems be updated by ensuring that all departments have enough machines to work with hence reduce dependency and sharing. Business-Partnership collaboration especially in terms of the partners providing the employees with necessary skills they need for improved service delivery.
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Agbo, Dorathy Amaoge, and Uche Augustine Eyinnah. "Effectiveness of Information Service Delivery through Marketing of Library Resources and Services." Information Impact: Journal of Information and Knowledge Management 13, no. 2 (January 31, 2023): 88–97. http://dx.doi.org/10.4314/iijikm.v13i2.7.
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This study examined the effectiveness of information service delivery through marketing of library resources and services. A descriptive survey design was used for the study with a population of 119 library staff. Complete census was adopted as the entire population was used for the study. The instrument for data collection was structured questionnaires. In analyzing the data, descriptive statistics such as percentages, mean and frequency tables were used. The findings of the study showed that the library services that are available for marketing in the university library include lending services, reservation services, interlibrary loan, document delivery services, current awareness services amongst others. The study also revealed that the respondents showed mixed attitude towards marketing of information. Findings also discovered that different methods are used in marketing of library information resources and services which ranges from exhibition and display, organizing trainings, seminars and workshop, media release through radio and television amongst others. The findings equally showed that the problems militating against marketing of library information resources and services include lack of effective communication between librarians and users, inadequate fund, lack of facilities to market library resources and services, network problem andpoor access to information technologyamongst others. It was recommend that more funds be allocated to developing libraries by the parent organization, that library management should expose librarians to marketing library services through trainings, conferences, seminars, workshop and symposiums and that facilities that are needed for effective marketing of library services should be provided to libraries.
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Kapanen, Robert. "Customer relationship management and service delivery." International Journal of Services Technology and Management 5, no. 1 (2004): 42. http://dx.doi.org/10.1504/ijstm.2004.004025.
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Mohammed, M. L., and Yahaya Isa Mohammed. "Critical Examination of Service Quality and Relationship Marketing in Establishing Sustainable Long Term Customer Relations in Commercial Contexts." IIARD INTERNATIONAL JOURNAL OF ECONOMICS AND BUSINESS MANAGEMENT 8, no. 3 (September 19, 2022): 17–26. http://dx.doi.org/10.56201/ijebm.v8.no3.2022.pg17.26.
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Service Quality and Relationship Marketing compatibly build and improve customer relationships with the marketers in business environment. The Objective of this paper is critical examination of the interdependent nature between service quality and relationship marketing in establishing sustainable long term relationship with customers in business operations. The paper employed the use of secondary source to obtain information related to the topic. The facets of relationship marketing can be explored, with the greatest emphasis on internal services and marketing. Higher quality services came from continuous improvement, and intensive employee’s training and participation and communication, knowledge and understanding of customers, that built service and relationship culture in business organization. Business enterprise can successfully achieve its service quality delivery and relationship marketing through development strategy, creation of customers value , performance analysis and assessment, and management of information process by ways of targeting the “right” customers, at the right place, at the time and build relationships with them. Poor service delivery created gaps between service providers and receivers; such as Knowledge gap, Policy gap, Delivery gap, Communication gap, Tangibility gap. On the other hand higher services quality closed the gaps consistently to meet customer expectations and satisfaction. Thus, service quality served as resource for building relationship marketing. Offering solutions that meet customers complains. Offering quality package with competitive advantage in Marketing Operations, Creating and delivering specified service to target customers, at the right time, Adhere to consistent quality standards and value provision to customers. Offering high service performance to ensure acceptable costs operations function, Recruit, train and retain the best employees for internal services and marketing activity in every operation, Re-training and motivating employees who work well together in communication and interaction with customers to achieve both performance and customer satisfaction
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Ivanov, Stanislav. "Ultimate transformation: How will automation technologies disrupt the travel, tourism and hospitality industries?" Zeitschrift für Tourismuswissenschaft 11, no. 1 (April 25, 2019): 25–43. http://dx.doi.org/10.1515/tw-2019-0003.
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Abstract Companies from the travel, tourism and hospitality industry have started adopting robots, artificial intelligence and service automation technologies (RAISA) in their operations. Self-check-in kiosks, robotic pool cleaners, delivery robots, robot concierges, chatbots, etc., are used increasingly by tourism companies and transform the ways they create and deliver services. This paper investigates the impact of RAISA technologies on travel, tourism and hospitality companies – their operations, facilities design, marketing, supply chain management, human resource management, and financial management. The paper emphasises that in the future companies will divide into two large segments – high-tech tourism companies offering standardized cheap robot-delivered services, and high-touch companies, which rely on human employees.
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Et al., Jenasama Srihirun. "Guidelines for the Development of Restaurant Businesses: Providing Online Food Delivery Services in Khon Kaen, Thailand." Psychology and Education Journal 58, no. 1 (January 29, 2021): 1412–17. http://dx.doi.org/10.17762/pae.v58i1.922.
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This research aims to find the guidelines for developing the restaurant businesses providing online food delivery services in Muang District, Khon Kaen Province, Thailand. Qualitative research was utilized to conduct the research. There were two techniques: namely, Documentary research and In-depth interviews (IDI) with seventeen key informants with at least five years of business experience. The study found that 9 M (Man, Money, Materials, Management, Morale, Message, Marketing, Menu, and Mindset) led to the business-critical successes. Place or distribution channel was an important factor for service marketing mixed factors. The finding showed three service innovations: 1) New service concepts, 2) New service processes, and 3) New service business models for the guidelines to develop restaurant businesses providing online food delivery services.
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Poushneh, Atieh, and Arturo Z. Vasquez-Parraga. "The role of customer readiness and participation in non-technology-based service delivery." Journal of Consumer Marketing 35, no. 6 (September 10, 2018): 588–600. http://dx.doi.org/10.1108/jcm-11-2016-2006.
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PurposeThis study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?Design/methodology/approachUsing a field study, this research examines the role of customer readiness in customer participation in non-technology-based service delivery and its indirect effects on such customer outcomes as perceived service quality, customer satisfaction and customer willingness to recommend.FindingsThe results show that customer readiness is a second-order construct. It has a significant impact on customer participation in service delivery, which in turn impacts three key service outcomes: customer perceived service quality, customer satisfaction and customer willingness to recommend. Four factors influencing customer readiness (consumer previous experience, consumer desire for control, consumer perceived risk and customer organizational socialization) are also empirically evaluated.Research limitations/implicationsSome limitations of the study are related to sample size and use of a type of services. The research tested 13 hypotheses with a limited sample size in one context. A better representation of the population and a more generalizable outcome require more representative samples and studies in various contexts such as banking, hotel services or health care services. This study demonstrated the importance of customer readiness for effective participation in non-technology-based service delivery; it does not address the impact of customer readiness on participation in the context of technology-based services. Future research may also shed light on when and why customers choose technology-based services versus non-technology-based services.Practical implicationsEffective customer participation in service delivery can, and should, benefit from boosting customer readiness.Originality/valueThis research shows the impact of customer readiness on non-technology-based service delivery, more specifically, the impact of customer readiness on customer participation in this type of service delivery. Customer readiness has been found to be beneficial in the provision of technology-based services; yet, its role in the provision of non-technology-based services has not been thoroughly evaluated.
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Abubakar, Hussaini A. "Customer relationship management: a strategic marketing impetus for shopping malls in FCT-Abuja Nigeria." Journal of Global Economics and Business 2, no. 6 (July 1, 2021): 165–81. http://dx.doi.org/10.31039/jgeb.v2i6.64.
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The objective of this study is to investigate the extent to which the use of Customer Relationship Management as A strategic marketing impetus influences Service delivery of Shopping malls in FCT Abuja. Questionnaires and oral interviews were used as research instruments. 110 questionnaires were administrated to a non-probability convenient sample of 110 persons (including Sales Representatives, Relationship managers and Operation managers) selected from branches of 4 major shopping malls in Abuja (Jabilake Malls, Shoprites, Grand Tower Abuja Mall and The Dunes Centres) located in Abuja Metropolis. The method of data analysis used was simple percentage and Chi-square Distribution. Findings indicated that the adoption and successful implementation of Customer Relationship Management as strategic marketing impetus has a significant effect on the service delivery of Shopping malls in Abuja Nigeria. The study also revealed that shopping malls in Abuja should adopt Customer Relationship Management as strategic marketing impetus to gain competitive advantage. The study recommended that all Shopping Malls in Abuja Nigeria should adopt Customer Relationship Management as strategic marketing impetus to enhance robust service delivery to retain their existing and potential customers.
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Brudney, Jeffrey L., and Nara Yoon. "Don’t You Want My Help? Volunteer Involvement and Management in Local Government." American Review of Public Administration 51, no. 5 (March 23, 2021): 331–44. http://dx.doi.org/10.1177/02750740211002343.
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The global COVID-19 health pandemic has put extraordinary pressure on already fiscally strapped local governments. As local jurisdictions search for strategies to meet rising service expectations with declining resources, use of volunteers would seem to offer significant advantages. This study examines the involvement of volunteers to deliver services in all county governments in one U.S. state, as well as the factors that explain the extent of use of this service approach. Our analysis is based on information collected from a survey of county government officials working in 10 service domains, supplemented by demographic and other data drawn from a variety of sources. To arrive at valid estimates of volunteer involvement in the delivery of county services, we introduce a novel methodology that corrects our survey data for possible sample and response biases based on a calibration estimator using auxiliary information. The results of our inquiry reveal a higher use of volunteers to deliver services by county governments than suggested by the literature. The findings show, moreover, that counties with higher per capita income, greater percentage of residents attaining a bachelor’s degree or higher formal education, and lower unemployment are likely to involve volunteers in the delivery of more services, as are those county governments with greater per capita spending and per capita property tax revenues. These results have important implications in regard to the capacity of local governments to use volunteers, which we treat in the Discussion.
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YuSheng, Kong, and Masud Ibrahim. "Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana." International Journal of Bank Marketing 37, no. 5 (July 1, 2019): 1215–33. http://dx.doi.org/10.1108/ijbm-06-2018-0142.
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Purpose The concept of innovation is gaining ground steadily in the context of an increasingly competitive and highly volatile banking sector. The purpose of this paper is to find out the role of service innovation (SI) in the relationship between service delivery (SERVD), customer satisfaction (CSAT) and loyalty in the banking sector of Ghana. Design/methodology/approach Drawing from banking and marketing literature, a conceptual framework was developed and tested using data from 450 sampled customers of commercial banks in Ghana. The data were analyzed using partial least squares structural equation modeling. Findings The findings indicate that SI has direct influence on SERVD and CSAT. Again the findings revealed a positive relationship between SERVD, CSAT and bank customer loyalty. Research limitations/implications This study offers theoretical support for the adoption of innovative techniques in service provision and delivery. Originality/value This paper provides an initial study into innovation management in financial services context in an emerging economy.
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Damali, Uzay, Enrico Secchi, Stephen S. Tax, and David McCutcheon. "Customer participation risk management: conceptual model and managerial assessment tool." Journal of Service Management 32, no. 1 (March 16, 2020): 27–51. http://dx.doi.org/10.1108/josm-05-2018-0147.
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PurposeCustomer participation (CP) has received considerable interest in the service literature as a way to improve the customer experience and reduce service providers' costs. While its benefits are not in question, there is a paucity of research on potential pitfalls. This paper provides a conceptual foundation to address this gap and develops a comprehensive model of the risks of customer participation in service delivery, integrating research from the marketing, operations and supply chain management, strategy, and information technology fields.Design/methodology/approachThe model is derived deductively by integrating insights from research in marketing, operations and supply chain management, strategy, and information technology.FindingsThis paper identifies three categories of potential risks of CP (i.e. market, operational, and service network) and discusses ways that firms can mitigate these risks. Building on the model, it develops a CP risk assessment tool that managers can use when evaluating increases in CP.Research limitations/implicationsThe conceptual model proposed in this paper can serve as a robust basis for future research in customer participation, particularly in such areas as sharing economy services, service delivery networks, and experiential services. The risk assessment tool offers clear guidelines for managers who are considering an increase in customer participation in their service.Originality/valueThis is the first attempt to conceptually define customer participation risk and develop a comprehensive model of its drivers and strategies to mitigate it. This paper develops a straightforward method for managers to evaluate CP risk.
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Botha, J. A. R. "A holistic view of the use of corporate culture conveyed by internal marketing for enhancing stability, sustainability and consistency in service quality." Investment Management and Financial Innovations 13, no. 3 (September 23, 2016): 248–57. http://dx.doi.org/10.21511/imfi.13(3-1).2016.11.
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While businesses worldwide are aiming increasingly on the sustainability in various business areas, customer service is by nature not consistent and stable, because it is delivered by human beings and, therefore, subject to their imperfections and influences on them. This can result in unstable, unsustainable and unpredictable service delivery. This article describes the corporate culture/service quality conceptualization as a basis for overcoming this by embedding and implementing the stability and sustainability of corporate culture to enhance the stability and sustainability of quality of service. This conceptual study demonstrates that a well-planned and maintained corporate culture, based on quality service delivery goals, is able to do exactly that under the initiative of the leadership. Although there are many articles referring to service quality, very few of them succeed in bringing sufficient aspects into account to be able to form a holistic image of enhancing stability, sustainability and consistency in service quality. Existing models and approaches were combined in a holistic conceptual approach. Keywords: service quality, corporate culture, stability, sustainability, customer perception, perceived quality, expectations, ACSI, internal marketing, relationship marketing, CSP, profit service chain. JEL Classification: L8, M14, M31, M30
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Paul, Rik, and Nitika Sardana. "“One life, one chance”: Cordlife Sciences India Pvt. Ltd. Preserving the precious gift." Emerald Emerging Markets Case Studies 2, no. 7 (September 26, 2012): 1–15. http://dx.doi.org/10.1108/20450621211284660.
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Subject area Marketing. Study level/applicability This case is suitable for MBA/MS courses for students of services marketing; courses such as sustainable development of business and integrated marketing communications. Case overview Cordlife Limited entered the Indian market for cord blood banking in 2006 and by 2011 held third place in market share. However, the management of Cordlife had identified a major problem as a lack of awareness of the potential of cord blood banking among the Indian middle class, and the lack of a proper infrastructure for transportation of biological packages. Cordlife undertook several marketing initiatives to spread awareness. Marketing such a sophisticated service like cord blood banking called for heavy investments. The case provides an opportunity to closely examine various marketing activities in detail and understand how problems associated with intangible services can be managed. In addition to marketing of services the case highlights the existence of several gaps in designing a delivery in a service. The scope of the case can also be extended to the concept of service pricing and also integrated services marketing communications. Expected learning outcomes The case is designed for class discussions and in understanding the following concepts: the service gaps model; service pricing; and integrated service marketing communications. Supplementary materials Teaching notes are available. Consult your librarian for access.
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Murray, John, Jonathan Elms, and Mike Curran. "Examining empathy and responsiveness in a high-service context." International Journal of Retail & Distribution Management 47, no. 12 (December 9, 2019): 1364–78. http://dx.doi.org/10.1108/ijrdm-01-2019-0016.
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Purpose The delivery of high-quality service is critical for the success, or otherwise, of many retailers. However, despite calls to examine the efficacy of the dimensions of quality in different service contexts, it is still largely unknown how dimensions such as empathy and responsiveness interact to determine consumers’ perceptions of service quality. Recent research also suggests that loyalty strategies may not be equally effective across all services contexts. The purpose of this paper is, therefore, to contribute to the service quality literature by providing a better understanding of how marketing strategy is effectively operationalised into improved services and consumer loyalty in physical stores. Design/methodology/approach Consumers from ten stores of one pharmacy retailer were surveyed. The retailer provides high-service levels at present and is examining ways of how to deliver a better quality service to its prescription and non-prescription account holding consumers. By examining consumer loyalties in high-services contexts in pharmacy retailing, the authors also propose how retailers in other sectors can learn to operationalise services quality into increased loyalties. Findings The findings of this research demonstrate that empathy, rather than responsiveness, is more important in a high service delivery context such as pharmacy retailing. Non-prescription account holding and non-store loyal consumers also do not perceive that high service responsiveness is compromised by offering of a highly empathetic (and possibly more time consuming) service by the retailer. Originality/value These findings present specific implications for retailers in the development of consumer loyalty in a high-service context. Moreover, the findings of this research also illustrate how retailers can more effectively target their investments in service design to enhance service quality and consumer loyalty.
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Voyer, Benjamin G. "What can healthcare managers learn from marketing managers? Marketing theory concepts with implications for healthcare." British Journal of Healthcare Management 28, no. 7 (July 2, 2022): 185–89. http://dx.doi.org/10.12968/bjhc.2021.0109.
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Healthcare managers are increasingly relying on advances in management science to improve service organisation, operations and delivery, with the aim of better serving patients. Acknowledging the unique and specific nature of healthcare, and the associated constraints, this article argues that healthcare managers can learn from recent developments in the field of marketing in order to better understand and serve patients. Theories and concepts in the service marketing and consumer behaviour literature emphasise the need to take the perspective of consumers and co-construct meaningful experiences with them. In addition, marketing theories and concepts such as service-dominant logic, the ‘jobs-to-be-done’ approach and the duality of mind carry implications both in terms of understanding how to interact with patients and how to approach healthcare management in the modern world. Adopting these principles in healthcare management practices can result in a better understanding of the patient journey throughout their healthcare experience.
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Sirojudin, Didin, and M. Dzikrul Hakim Al-Ghozali. "SISTEM PENYAMPAIAN JASA PENDIDIKAN." DINAMIKA : Jurnal Kajian Pendidikan dan Keislaman 5, no. 2 (December 28, 2020): 95–108. http://dx.doi.org/10.32764/dinamika.v5i2.1029.
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Providers of educational services are part of marketing management. Marketing management for educational institutions (in schools, especially madrasah) is needed in line with the increasingly attractive competition between schools. Marketing is needed for educational institutions to build a positive image. If the institution or school has a good image in the eyes of the community, it is likely that it will be easier to overcome competition. Judging from its type, this research is a case study, data collection methods, namely: (1) Observation (2) interviews (3) documentation. Furthermore, the data obtained and collected from field activities and qualitative analysis with data grouping techniques, then conclusions are drawn. The results of research on educational service delivery / marketing systems carried out by MIN 2 Jombang are: using internal marketing (internal marketing), external marketing and interactive marketing.
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Franzak, Frank J., Thomas J. Smith, and Christopher E. Desch. "Marketing Cancer Care to Rural Residents." Journal of Public Policy & Marketing 14, no. 1 (March 1995): 76–82. http://dx.doi.org/10.1177/074391569501400107.
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The authors address two issues related to cancer care: (1) the rural population is more vulnerable to cancer than the general population and (2) proper care is often not available locally, and public policy efforts have hurt, more than helped, this situation. The authors examine the environment of rural health care to establish a better understanding of this complex situation and present a model for improving health care delivery based on an existing outreach alliance program and guided by interorganizational service delivery concepts. They also provide areas for further research that can guide public policy toward improving rural cancer delivery.
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Mittal, Sanjiv, Rajat Gera, and Dharminder Kumar Batra. "An evaluation of an integrated perspective of perceived service quality for retail banking services in India." International Journal of Bank Marketing 33, no. 3 (May 18, 2015): 330–50. http://dx.doi.org/10.1108/ijbm-02-2014-0020.
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Purpose – The purpose of this paper is to extract and validate the dimensions of service quality in retail banking services in India by adopting an integrated and hierarchical perspective of service quality determinants. Design/methodology/approach – The paper empirically validates a parsimonious (multi-dimensional and multi-level) model of service quality in retail banking services in India. The analysis was conducted using structural equation modeling. A hypothesized second-order model was tested and compared with a first-order model of service quality. The dimensions were extracted through exploratory factor analysis and validated through confirmatory factor analysis. Findings – The second-order service quality model was accepted based on parsimony as it consisted of five primary dimensions: Service delivery (describing the efficiency with which the service is provided), tangibles (the quality of physical service environment), reliability (the promise of right service being provided), core service (the attributes and features of the service product) and competence (the capability of employees and systems for providing the service). The second-order model enhances the understanding of the structure of service quality for retail banking services in India. The most important dimension was tangibles, especially the physical environment which facilitates efficient delivery of service. Research limitations/implications – The research provides support for a multi-dimensional second-order model of service quality in retail banking service in India. The results show that customers form perceptions of overall service quality which are reflected by five primary dimensions. The primary dimension of tangibles is the most influential. Practical implications – Organizations need to measure and manage overall service quality perceptions to build trust and reinforce loyalty intentions among their customers. Banks need to adopt a multi-level approach to managing service quality perceptions, i.e. both at the dimensional level and organizational level. Social implications – This study would contribute to the enhancement of service quality outcomes in retail banking services in India which has a crucial role in the economic development. Originality/value – The study proposes and validates a parsimonious and hierarchical model of service quality in the context of retail banking in Indian cultural context. Thus this research provides support to existing knowledge of service quality measurement and management and extends the understanding of its structure by validating the multi-level model in an emerging market context.
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Daskalopoulou, Athanasia, Kathy Keeling, and Rowan Pritchard Jones. "Understanding technology mediation and new service provider roles in health care." Journal of Services Marketing 33, no. 2 (April 8, 2019): 245–54. http://dx.doi.org/10.1108/jsm-11-2017-0368.
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PurposeService research holds that as services become more technology dominated, new service provider roles emerge. On a conceptual level, the potential impact of different roles has been discussed with regard to service provider readiness, job performance and overall experience. However, as yet, there is sparse empirical support for these conceptual interpretations. The purpose of this paper is to provide an understanding of the new service provider roles that emerge due to the increase of technology mediation in services.Design/methodology/approachThis study follows a qualitative methodology. Insights are drawn from in-depth interviews with 32 junior and senior health-care service providers (across 12 specialties) and 5 information governance/management staff.FindingsThis analysis illustrates that new service provider roles include those of the enabler, differentiator, innovator, coordinator and sense-giver. By adopting these roles, health-care service providers reveal that they can encourage, support and advance technology mediation in services across different groups/audiences within their organizations (e.g. service delivery level, peer-to-peer level, organizational level). This paper further shows the relationships between these new service provider roles.Originality/valueThis study contributes to theory in technology-mediated services by illustrating empirically the range of activities that constitute each role. It also complements prior work by identifying that service providers adopt the additional role of sense-giver. Finally, this paper provides an understanding of how by taking on these roles service providers can encourage, support and advance technology mediation in services across different groups/audiences in their organization.
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Doyle, Shaun. "Self-service delivery and the growing roles of channels." Journal of Database Marketing & Customer Strategy Management 14, no. 2 (January 2007): 150–59. http://dx.doi.org/10.1057/palgrave.dbm.3250046.
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POPP, RICHARD K. "The Anywhere, Anytime Market: The 800-Number, Direct Marketing, and the New Networks of Consumption." Enterprise & Society 19, no. 3 (May 25, 2018): 702–32. http://dx.doi.org/10.1017/eso.2017.68.
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This article explores how 800-service, or toll-free long-distance (In-WATS) lines, became an institutionalized part of direct marketing in the United States between the mid-1960s and early 1980s. Introduced by AT&T in 1967, 800-service attracted immediate attention in mail-order circles, where marketers saw it as means of automating long-distance selling and catering to an increasingly decentralized and credit-dependent populace. Although early initiatives, like that of catalog giant Aldens, fell flat, 800-service gained traction by the mid-1970s as a call-center industry developed and mail-order operations began using In-WATS lines in combination with bank-issued credit cards and private delivery services. By decade’s end, this trio of networks—long-distance telephony, credit/payment, and parcel delivery—were densely interwoven, forming the infrastructural basis for a new kind of “anywhere, anytime,” upscale shopping exemplified by the newly refashioned Spiegel. Ultimately, the article helps historicize the rise of electronic retailing and the marketization of telecommunications infrastructure.
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Menon, Balakrishnan. "UST Global, India: delivering software service solutions." Emerald Emerging Markets Case Studies 1, no. 1 (January 1, 2011): 1–20. http://dx.doi.org/10.1108/20450621111127403.
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Subject area Marketing management – services marketing specialization. Student level/applicability MBA/PGDM senior students studying services marketing as a specialization course. Case overview US Technology Private Ltd (UST) is a major software services company in India. It was started in 1999 with a few employees at an offshore development centre in Trivandrum. Now in 2010, renamed UST Global, the company has over 7,000 employees worldwide. Phenomenal success of such a software company, in the left-oriented party dominated state of Kerala, has invited the attention of many people in the industry. The company earned valuable foreign exchange through software exports for the country and the state over the last ten years. The company has created innovative service differentiators, to impress on its clients, on the advantage of doing business with the company. The cementing customer satisfaction and derived customer delight that the company has created in their clients, has secured stable customer relationship management and customer loyalty. This reinforces the trust they have shown in the services management philosophy adopted by the company. The company's unique hybrid delivery model has worked well with its clients. Its unique selling proposition of “few clients and more focus” has resulted in delight of its customers, as they see it as a value addition for their money's worth. The leadership team attributes the success of the company to its fundamental core values and twin strategy of customer centricity and employee focus. Expected learning outcomes These are: customer perception of service; purpose of customer relationship management; service differentiators; and employees' role in delivering successful software service solutions to the customer, etc. Supplementary materials Teaching notes.
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Ozanne, Lucie K., and Julie L. Ozanne. "Disaster Recovery: How Ad Hoc Marketing Systems Build and Mobilize Social Capital for Service Delivery." Journal of Public Policy & Marketing 40, no. 3 (May 10, 2021): 372–88. http://dx.doi.org/10.1177/07439156211000355.
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Communities are increasingly confronted with disasters that bring acute and chronic challenges. Previous research highlights the importance of ad hoc marketing exchange systems for expanding community resource capacities following a disaster. The current study builds on this research, taking a granular look at an existing ad hoc marketing system that provided exchange services before a disaster. Prior to an earthquake, this ad hoc system built three forms of social capital—structural, cognitive, and relational—and expanded latent capacities for self-organizing and learning. Following a natural disaster, the ad hoc marketing system flexed to meet individual and community needs. Specifically, three types of learning—routine, extended routine, and improvisational—emerged, mobilizing existing social capital to deliver recovery services and goods. This study highlights the delivery of recovery goods and services as an ad hoc marketing system evolved to become a learning system during the months and years of recovery. Implications are explored for citizens, municipalities, policy makers, and businesses by highlighting the importance of building and practicing diverse forms of social capital before a disturbance so that capacities can be mobilized during recovery.
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Kumgliang, Oranich, and Anon Khamwon. "Antecedents of brand advocacy in online food delivery services: An empirical investigation." Innovative Marketing 18, no. 3 (September 15, 2022): 136–48. http://dx.doi.org/10.21511/im.18(3).2022.12.
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Building a solid relationship between a brand and customers has become increasingly prevalent in a firm’s marketing strategy. It has led to a broader and deeper exploration of developing customer relationships by industry practitioners and academic researchers. Drawing on the marketing literature, this empirical study speculates on the possible mechanism underlying the process of building brand advocacy with consumers in online food delivery services. The data were collected from 562 respondents through online questionnaires from consumers of food delivery platforms in Bangkok and Metropolitan areas, Thailand. The survey data were analyzed using Structural Equation Modeling (SEM) to verify the model. The findings indicated the relationship between customer experience quality (brand experience, service experience, and post-purchase experience), brand leadership (perceived quality, perceived innovativeness, perceived value, and perceived popularity), relationship quality (trust, satisfaction, and commitment), and brand advocacy (recommendation, purchase intention, and brand defending). Regarding the investigation, customer experience quality positively affects brand leadership and relationship quality, which, in turn, mediated the pathway from customer experience quality to brand advocacy. The model explained 72% of the variance in brand advocacy. The study recommends that practitioners consider these findings when designing marketing strategies for online platforms.
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Lahap, Johanudin, Barry O'Mahony G, and Jim Sillitoe. "Towards developing a service delivery improvement model for the Malaysian Hotel sector." Social and Management Research Journal 8, no. 2 (December 1, 2011): 75. http://dx.doi.org/10.24191/smrj.v8i2.5204.
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The Malaysian hotel industry has experienced significant growth in the last 10 years and many hotels in Malaysia are now opulent, new hotels achieving the highest standards of presentation. However, service delivery often lags behind the physical environment, struggles to meet international standards and ergo the expectations ofinternational guests. There are diverse views among service quality researchers as to how to improve service delivery standards. Consequently, this study seeks to develop an appropriate service delivery improvement model that provides a framework that can be used to attract, train, motivate and retain hotel employees. Within the literature many strategies have been presented that are designed to enhance both products and services in a variety of contexts. Among the better known ofthese are Total Quality Management (TQM), Six Sigma (SS), SERVQUAL (SQ), the Relationship Marketing paradigm (RM), Internal Marketing (1M) and Internal Market Orientation (IMO). The general view among scholars, however, is that there is a link between employee satisfaction and job performance. This article examines and analyses the most significant elements of various product and service improvement models, and presents a revised service delivery improvement model as afirst step in customising a modelfor the Malaysian hotel sector. The research concludes that a number of these elements are critical to service improvement, the authors note that the implementation of such a model will need to be further developed with assistance from industry stakeholders in Malaysia.
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Jun, Minjoon, and Sergio Palacios. "Examining the key dimensions of mobile banking service quality: an exploratory study." International Journal of Bank Marketing 34, no. 3 (May 16, 2016): 307–26. http://dx.doi.org/10.1108/ijbm-01-2015-0015.
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Purpose – The purpose of this paper is to identify the key dimensions of mobile banking (m-banking) service quality. Design/methodology/approach – The authors employ the critical incident technique to unveil the key dimensions of m-banking service quality as perceived by m-banking customers, and to identify critical satisfiers/dissatisfiers among the identified dimensions. Findings – The analysis reveals a total of 17 dimensions of m-banking service quality: m-banking application quality (content, accuracy, ease of use, speed, aesthetics, security, diverse mobile application service features, and mobile convenience), and m-banking customer service quality (reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, and continuous improvement). Of these, five dimensions, such as mobile convenience, accuracy, diverse mobile application service features, ease of use, and continuous improvement, are considered as the main sources of customer satisfaction/dissatisfaction. Practical implications – M-bankers, based on the identified 17 dimensions, can develop a comprehensive service quality management system, which helps them identify and overcome key obstacles to the delivery of high quality m-banking customer services. Originality/value – This study focusses on uncovering the key dimensions of m-banking service quality and their associated sub-dimensions specific to the context of m-banking. Theoretically, the identified dimensions and their related sub-items can serve as building blocks for further research in customer relationship management in m-banking.
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Wirtz, Jochen. "Giordano: positioning for international expansion." Emerald Emerging Markets Case Studies 1, no. 1 (January 1, 2011): 1–13. http://dx.doi.org/10.1108/20450621111110500.
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Subject area Retailing, services marketing, marketing strategy. Study level/applicability Undergraduate Business and Management, MBA, MA Marketing/International Business. Case overview Giordano is one of Asia's most successful retailers, with operations in East Asia, Southeast Asia, the Caribbean, and the Middle East. With a strong emphasis on customer service and value-for-money, Giordano was able to differentiate itself from its competitors. The question is: how can Giordano maintain its competitive advantage in the future? Amid increasingly stronger competitors and changing industry conditions, Giordano had to critically evaluate its sources of competitive advantage and key success factors, and perhaps consider repositioning itself in current and new markets. Expected learning outcomes This case is suited for a retailing or services marketing/management course. It demonstrates the power of a tight integration of marketing, operations, and human resource management to deliver value-for-money. Specifically, it can be used for the following teaching objectives: from a marketing perspective, this case can be used to demonstrate the successful integration of a strategy based on service orientation, value-for-money positioning, and aggressive advertising and promotions; and from a management perspective, the case can be used to highlight how the marketing strategy is being delivered through a clear focus on service staff (selection, training, and motivation) and operations (logistics, IT, and communications), combined with an organizational culture that encourages staff to try new things (and accept errors as a consequence). Supplementary materials Teaching notes.
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Mithas, Sunil, Charles F. Hofacker, Anil Bilgihan, Tarik Dogru, Vanja Bogicevic, and Ajit Sharma. "Information technology and Baumol's cost disease in healthcare services: a research agenda." Journal of Service Management 31, no. 5 (June 16, 2020): 911–37. http://dx.doi.org/10.1108/josm-11-2019-0339.
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PurposeThis paper advances a research agenda for service researchers at the intersection of healthcare and information technologies to improve access to quality healthcare at affordable prices. The article reviews key trends to provide an agenda for research focusing on strategies, governance and management of key service processes.Design/methodology/approachThis paper synthesizes literature in information systems, service management, marketing and healthcare operations to suggest a research agenda. The authors draw on frameworks such as the interpretive model of technology, technology acceptance model, assemblage theories and Baumol's cost disease to develop their arguments.FindingsThe paper situates strategy-related service management questions that service providers and consumers face in the context of emerging healthcare and technology trends. It also derives implications for governance choices and questions related to that.Research limitations/implicationsThe paper discusses service management challenges and concludes with an agenda for future research that touches on governance and service management issues.Practical implicationsThis paper provides implications for healthcare service providers and policymakers to understand new trends in healthcare delivery, technologies and facilities management to meet evolving customer needs.Social implicationsThis paper provides implications for managing healthcare services that touch on many social and societal concerns.Originality/valueThis conceptual paper provides background and review of the work at the intersections of information systems, marketing and healthcare operations to draw implications for future research.
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Motamarri, Saradhi, Shahriar Akter, and Venkat Yanamandram. "Does big data analytics influence frontline employees in services marketing?" Business Process Management Journal 23, no. 3 (June 5, 2017): 623–44. http://dx.doi.org/10.1108/bpmj-12-2015-0182.
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Purpose Big data analytics (BDA) helps service providers with customer insights and competitive information. It also empowers customers with insights about the relative merits of competing services. The purpose of this paper is to address the research question, “How does big data analytics enable frontline employees (FLEs) in effective service delivery?” Design/methodology/approach The research develops schemas to visualise service contexts that potentially benefit from BDA, based on the literature drawn from BDA and FLEs streams. Findings The business drivers for BDA and its level of maturity vary across firms. The primary thrust for BDA is to gain customer insights, resource optimisation and efficient operations. Innovative FLEs operating in knowledge intensive and customisable settings may realise greater value co-creation. Practical implications There exists a considerable knowledge gap in enabling the FLEs with BDA tools. Managers need to train, orient and empower FLEs to collaborate and create value with customer interactions. Service-dominant logic posits that skill asymmetry is the reason for service. So, providers need to enhance skill levels of FLEs continually. Providers also need to focus on market sensing and customer linking abilities of FLEs. Social implications Both firms and customers need to be aware of privacy and ethical concerns associated with BDA. Originality/value Knitting the BDA and FLEs research streams, the paper analyses the impact of BDA on service. The research by developing service typology portrays its interplay with the typologies of FLEs and BDA. The framework portrays the service contexts in which BD has major impact. Looking further into the future, the discussion raises prominent questions for the discipline.
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Rayburn, Steven W., Marlys J. Mason, and Maarten Volkers. "Service Captivity: No Choice, No Voice, No Power." Journal of Public Policy & Marketing 39, no. 2 (February 17, 2020): 155–68. http://dx.doi.org/10.1177/0743915619899082.
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Service captivity occurs when consumers engage in services that significantly constrain their choice, voice, and power—and yet, despite these restrictions, consumers are limited in their option to exit the exchange. The authors conceptualize and develop an empirically grounded framework of service captivity, contextualize service captivity within two settings to further support the framework and expose negative service delivery, and then highlight its pervasiveness through a typology of captivity archetypes. Service captivity is more pervasive than current marketing literature would suggest, and consumers experience constraints that can lead to felt vulnerability, which then contributes to a negative spiral of service. Findings from this research extend the broader marketing conversation by revealing consumers’ common market experiences and highlighting the importance of understanding service captivity for consumer and policy researchers. The authors discuss the potential for policy makers and consumer advocates to interrupt the negative service spiral and alleviate consumer vulnerability through policy and market actions connected to service captivity.
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Palsule-Desai, Omkar, Vikrant Vaze, Gang Li, and Srinagesh Gavirneni. "Service Delivery Strategies for Alleviating Pandemic Suffering While Maintaining Profitability." Service Science 13, no. 4 (December 2021): 205–26. http://dx.doi.org/10.1287/serv.2021.0278.
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The postpandemic world requires a renewed focus from service providers on ensuring that all customer segments receive the essential services (food, healthcare, housing, education, etc.) that they need. Philanthropic service providers are unable to cope with the increased demand caused by the social, economic, and operational challenges induced by the pandemic. For-profit service providers offering no-pay services to customers, allowing them to self-select a service option, is becoming a popular strategy in various settings. Obtaining insights into how to efficiently balance societal and financial goals is critical for a for-profit service provider. We develop and analyze a quantitative model of customer utilities, vertically differentiated product assortment, pricing, and market size to understand how service providers can effectively use customer segmentation and serve the poor in the lowest economic strata. We identify conditions under which designing the service delivery to be accessible to the poor can simultaneously benefit the for-profit service provider, customers, and the entire society. Interestingly, we observe that the increasing customer valuation of the no-pay option because of a superior quality service offered by a service provider need not benefit customers. Our work provides a framework to obtain operational, economic, and strategic insights into socially responsible service delivery strategies.
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Lamothe, Scott, and Meeyoung Lamothe. "Service Shedding in Local Governments: Why Do They Do It?" Journal of Public Administration Research and Theory 26, no. 2 (June 6, 2015): 359–74. http://dx.doi.org/10.1093/jopart/muv012.
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Using four consecutive International City/County Management Association alternative service delivery arrangement surveys, this study explores the determinants of service shedding by local government in the United States. Our findings indicate that service shedding is fairly common, with almost 70% of jurisdictions experiencing at least one termination between 1992 and 1997. With regards to why jurisdictions shed services, we find that prior delivery mode is very influential. Specifically, services that were contracted out in the previous time period are much more likely to be dropped than are those that were produced in-house. We also find that the behavior of neighboring jurisdictions matters—if your neighbors tend to provide a service, you tend to continue to do so as well. We find little support for the idea that either budget stress or ideology is impactful in the decision to drop services.
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Joshi, Priyanka D., Stowe Shoemaker, Corrin C. Sullivan, and Neelesh R. Soman. "A Patient Experience Course Syllabus: Integrating Service Sciences Research to Enhance Health-Care Delivery." Journal of Patient Experience 7, no. 4 (August 21, 2019): 449–53. http://dx.doi.org/10.1177/2374373519870008.
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We present here a syllabus for teaching patient experience that draws on service sciences to address the current state of patient experience. The syllabus was the result of an ongoing collaboration between educators at the Hotel College and the School of Medicine at the University of Nevada at Las Vegas. The syllabus was developed after a thorough literature review in the field of services marketing, patient experience, hospitality marketing, management and leadership, health-care administration, and health-care communication and after consultation with subject matter experts. We believe that the syllabus provides an action plan for universities and hospitals to introduce and teach the topic of hospitality and patient experience as part of the medical and nursing school curriculum. The syllabus can also be adapted for teaching in executive education programs.
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EBIMOBOWEI, APPAH, and BANABO EKANKUMO. "MARKETING MIX AND THE PROVISION OF ACCOUNTING SERVICES IN NIGERIA." Australian Journal of Business and Management Research 01, no. 12 (July 19, 2012): 19–32. http://dx.doi.org/10.52283/nswrca.ajbmr.20120112a03.
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This study examines marketing mix and the provision of accounting services in the Niger Delta of Nigeria. To achieve this objective, data was collected from primary and secondary sources. The secondary sources were from scholarly books and journals while the primary source involved a well structured questionnaire of three sections of sixty five items with an average reliability of 0.84. The data collected from the questionnaire were analyzed using relevant diagnostics tests and multiple regression models. The result revealed that marketing mix variables were positively correlated (0.05) to the provision of accounting services by professional accounting firms. Hence, the paper concludes that the application of relevant marketing mix variables of price, place, promotion and product contributes to the provision of accounting services. Relevant recommendations were provided that would enhance the marketing skills of professional accountants for efficient and effective service delivery to their clients were made. These includes; professional accountants need to expand their knowledge of marketing management; the syllabus of accounting programmes for professional and tertiary institutions should be reviewed to include courses in marketing management to enable students obtain knowledge of marketing; relevant professional accountancy bodies in Nigeria should also include marketing management as part of their training programmes.
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Lawson-Body, Aisson, Jared Keengwe, Laurence Mukankusi, Abdou Illia, and Glen Miller. "E-Government Service Delivery Performance." Journal of Electronic Commerce in Organizations 6, no. 2 (April 2008): 11–28. http://dx.doi.org/10.4018/jeco.2008040102.
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Tsou, Hung-Tai, Ja-Shen Chen, and Wen-Hsuan Liao. "Market and technology orientations for service delivery innovation: the link of innovative competence." Journal of Business & Industrial Marketing 29, no. 6 (June 30, 2014): 499–513. http://dx.doi.org/10.1108/jbim-09-2011-0128.
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Purpose – The purpose of this paper is to deploy an alternative way, drawing upon research in service innovation, to predict service delivery innovation from the extents of market and technology orientations and innovative competence. Design/methodology/approach – Five hypotheses were proposed. A two-part questionnaire was developed. One part of the questionnaire was completed by the sales manager and the other part by the marketing manager of select companies. The questionnaires were distributed to 533 information technology companies in Taiwan. Of the 533 questionnaires returned, 160 questionnaires were deemed usable. This study uses the partial least square analysis to test the hypotheses. Findings – Proactive market orientation and technology orientation affect exploratory and exploitative innovative competences; but, only exploitative innovation competence affects service delivery innovation. Practical implications – The findings indicate that managers need to understand the market trends and the technology availability and be able to customize corresponding service/product features which can further lead to stimulate exploitative innovative competence and facilitate service delivery innovation. Originality/value – The paper is among the first attempts to examine how market and technology orientations affect innovative competence and service delivery innovation. In addition, this study provides the explanatory variance missing in the literature that has not examined the black box relationship between market and technology orientations and service delivery innovation.
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Starkey, Andrew. "e-Retail — Using home delivery as a service differentiator and strategic marketing tool." Journal of Direct, Data and Digital Marketing Practice 12, no. 2 (October 2010): 165–73. http://dx.doi.org/10.1057/dddmp.2010.29.
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Kamplikar, Mukta. "Ginger – Smart Basics™." Emerald Emerging Markets Case Studies 1, no. 1 (January 1, 2011): 1–12. http://dx.doi.org/10.1108/20450621111110681.
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Subject area Services management, strategy, marketing. Study level/applicability Services management, strategy, marketing. Case overview Owned and operated by the Tata Group, Ginger Hotels is the first-of-its-kind of Smart Basics™ hotels across India. The case explores the business model and the relevance of the service concept given the Indian context and consumer behaviour, the marketing strategy, and communication strategy of Ginger. Challenges such as the use of outsourcing, learning and development, and attrition are discussed. Expected learning outcomes From a marketing perspective, this case can be used to demonstrate understanding of consumer behavior, reshaping customer expectations, perceived service quality, Gaps in service, service orientation, and value-for-money positioning, aggressive advertising and promotions, use of the marketing mix to introduce a new service concept in a market. From a management perspective, the case can be used to highlight how the marketing strategy is being delivered through a focus on service staff (selection, training, and motivation) and operations (logistics, IT, and communications), and branding (brand strategy – alignment to the corporate strategy).Third, the case is suitable for highlighting strategy – analyzing current competitive advantages, and carving out potential future competitive advantages in a services context. For example, strategic analysis models such as Porter's industry analysis and value-chain models can be applied to examine the sources and sustainability of Ginger's competitive advantages. The case can also be used for teaching service innovation. Supplementary materials Teaching note.
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Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman. "Communication and Control Processes in the Delivery of Service Quality." Journal of Marketing 52, no. 2 (April 1988): 35–48. http://dx.doi.org/10.1177/002224298805200203.
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Delivering consistently good service quality is difficult but profitable for service organizations. Understanding why it is so difficult and how it might be facilitated is the purpose of the article. The authors' intent is to identify a reasonably exhaustive set of factors potentially affecting the magnitude and direction of four gaps on the marketer's side of their service quality model. Most factors involve (1) communication and control processes implemented in service organizations to manage employees and (2) consequences of these processes, such as role clarity and role conflict of contact personnel. Literature from the marketing and organizational behavior fields on these topics is reviewed and integrated with qualitative data from an exploratory study. Discussion centers on insights that can be obtained from empirical testing of the extended model.
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Awaluddin, Sri Prilmayanti, Abdullah Abdullah, Indrawan Azis, Nurani Nurani, and Muntasir Muntasir. "Pelatihan Produksi dan Pemasaran Produk Nugget Nabati untuk Membentuk Wirausaha Baru di Bonto Langkasa Kabupaten Pangkep." Jurnal Pengabdian UNDIKMA 3, no. 2 (August 19, 2022): 221. http://dx.doi.org/10.33394/jpu.v3i2.5503.
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This community service aims to train teenagers and homemakers to improve their skills in producing and marketing plant-based nuggets to form young entrepreneurs in the Bonto Langkasa sub-district, Pangkep district. This service method was carried out through stages 1) Pre-implementation of activities, including analysis of partner situations, obtaining permits, and providing facilities and services for service activities; 2) The implementation of the extension includes the delivery of materials, two-way discussions, and production practices by the participants. 3) Evaluation of activities. Thirty participants attended this activity until the activity ended. The results of this service activity showed that 100 percent were happy and enthusiastic about this service activity. This activity can provide knowledge about simple bookkeeping, marketing, and producing processed organic vegetable nuggets to form new entrepreneurs. The existence of community groups in Bonto Langkasa Village, Pangkep Regency, especially young women and housewives who can process and produce organic vegetable nuggets, can improve family nutrition and increase people's income if marketed. The contribution of this service is organic vegetable nuggets that are of high quality, clean, and safe for consumption and marketing.
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Ukrayev, Mammad, and Sona Haciyeva. "The role of marketing services in sales management." Scientific Bulletin 3 (2021): 31–33. http://dx.doi.org/10.54414/ajsv7893.
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Interchange between elements to meet needs and requirements in an unstable market environment, communication – creating activity marketing. A kind of agreement is a process of exchange between a producer and a buyer in which the seller exchanges his services or goods for a profit (is money). The role of marketing services in the process is large and multifaceted. Properly chosen marketing strategy can increase sales and become a brand in the audience. Among the key elements that play a role in the sales process are customer satisfaction sales strategies of competing firms, product delivery to the market, placement there, advertising pricing process and financing, advertising services, unique product offers.
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Smyth, Hedley, Meri Duryan, and Illona Kusuma. "Service design for marketing in construction." Built Environment Project and Asset Management 9, no. 1 (March 4, 2019): 87–99. http://dx.doi.org/10.1108/bepam-04-2018-0061.
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Purpose Project execution is dependent upon management support from the firm. The purpose of this paper is to examine the extent to which main contractors and supply chain members design their service provision in order to enhance the service experience. Marketing and service design (SD), theorized in terms of business development management, are examined to assess their effect upon service experience during project execution. Design/methodology/approach An interpretative methodology was used to identify patterns and significant factors perceived through the lens of business development managers in ten main contractors. Findings Main contractors provide a systems integration service, yet service provision was found to be limited and was frequently stated as “off the radar.” Clients are realizing sub-optimal value in service experience, and users and other societal stakeholders are realizing sub-optimal value in context during use. Research limitations/implications There is a need to address marketing and SD research to offer prescriptive guidance to practitioners, in particular using knowledge management as lever for improvement. Social implications Society is in receipt of sub-optimal facilities and therefore both socially falls short of meeting well-being and policy goals, and economically under-performs. Originality/value Contributions are made to the marketing and management theory on project markets where selling occurs ahead of provision. Scant support for construction marketing; a lack of the guidance on managing interactions in co-creating value; and the absence of SD among leading main contractors to deliver value had been reported.
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Chhetri, Prem, Booi Kam, Kwok Hung Lau, Brian Corbitt, and France Cheong. "Improving service responsiveness and delivery efficiency of retail networks." International Journal of Retail & Distribution Management 45, no. 3 (March 13, 2017): 271–91. http://dx.doi.org/10.1108/ijrdm-07-2016-0117.
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Purpose The purpose of this paper is to explore how a retail distribution network can be rationalised from a spatial perspective to improve service responsiveness and delivery efficiency. Design/methodology/approach This paper applies spatial analytics to examine variability of demand, both spatially and from a service delivery perspective, for an auto-parts retail network. Spatial analytics are applied to map the location of stores and customers to represent demand and service delivery patterns and to delineate market areas. Findings Results show significant spatial clustering in customer demand; whilst the delivery of products to customers, in contrast, is spatially dispersed. There is a substantial gap between revenue generated and costs. Market area analysis shows significant overlap, whereby stores compete with each other for business. In total, 80 per cent of customers can be reached within a 15-minute-radius, whilst only 20 per cent lies outside the market areas. Segmentation analysis of customers, based on service delivery, also shows the prevalence of the Pareto principle or 80:20 rule whereby 80 per cent of the revenue is generated by 20 per cent of customers. Practical implications Spatially integrated strategies are suggested to improve the efficiency of the retail network. It is recommended that less accessible and unprofitable customers could be either charged extra delivery cost or outsourced without the risk of a substantial reduction in revenue or quality of service delivery. Originality/value Innovative application of spatial analytics is used to analyse and visualise unit-record sales data to generate practical solutions to improve retail network responsiveness and operational efficiency.
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Jeanpert, Sophie, and Gilles Paché. "Successful multi-channel strategy: mixing marketing and logistical issues." Journal of Business Strategy 37, no. 2 (April 18, 2016): 12–19. http://dx.doi.org/10.1108/jbs-05-2015-0053.
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Purpose When a company simultaneously manages several distribution channels, there are important issues regarding the sharing of marketing and logistical resources. This paper aims to discuss the integration of sales staff, communication and logistical operations to improve service delivery to multi-channel consumers. Design/methodology/approach The paper is based on a literature review regarding multi-channel strategy to build a conceptual framework. This framework is discussed using three illustrations from the French multi-channel distribution field (King Jouet, Fnac and Darty). Findings The exploratory research underlines the importance of information about how consumers order in different channels. This makes the global management of different channels difficult and threatens marketing and logistical sharing. Practical implications The integration process is becoming increasingly important in service recovery. Companies must therefore facilitate total access to logistical information. This requires an organisational interaction between marketing and the supply chain activities. Originality/value The paper underlines the importance of the integration process in service recovery management, particularly when a defective product must be replaced and a new product be made available to consumers.
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Kusumasari, Septariawulan, Fitria Riany Eris, Yudi LA Salampessy, Anggoro Suryo Pramudyo, Ratna Mega Sari, Bayu Meindrawan, Vega Yoesepa Pamela, Winda Nurtiana, Nezly Nurlia Putri, and Karmelia Nurrohmah. "Digital Marketing Training for MSMEs to Increase Marketing Channel of Local Banten Product." MOVE: Journal of Community Service and Engagement 2, no. 2 (November 22, 2022): 67–72. http://dx.doi.org/10.54408/move.v2i2.145.
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This community service activity is a digital marketing training conducted by a lecturer of Food Technology Study Program, Sultan Ageng Tirtayasa University to the people of Ciborang Village, Kadubeureum Village, Pabuaran District, Serang Regency. The purpose of this service activity is to provide training and practical knowledge of management knowledge in helping the people of Ciborang Villages represented by MSMEs Karisma Creativa, to improve the marketing of Banten local products with digital marketing strategies. The methods used are survey and direct material delivery, as well as simulations and discussions on digital marketing strategies. The results obtained were that the people of Ciborang Village, especially MSMEs Karisma Creativa member, were very enthusiastic in training and discussions. The results of this training are expected that the people of Ciborang Village, especially MSMEs Karisma Creativa, can optimize the use of the marketplace as a marketing tool to Increase Marketing Channel of Local Banten Product.
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Meuter, Matthew L., Mary Jo Bitner, Amy L. Ostrom, and Stephen W. Brown. "Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies." Journal of Marketing 69, no. 2 (April 2005): 61–83. http://dx.doi.org/10.1509/jmkg.69.2.61.60759.
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Electronic commerce is an increasingly popular business model with a wide range of tools available to firms. An application that is becoming more common is the use of self-service technologies (SSTs), such as telephone banking, automated hotel checkout, and online investment trading, whereby customers produce services for themselves without assistance from firm employees. Widespread introduction of SSTs is apparent across industries, yet relatively little is known about why customers decide to try SSTs and why some SSTs are more widely accepted than others. In this research, the authors explore key factors that influence the initial SST trial decision, specifically focusing on actual behavior in situations in which the consumer has a choice among delivery modes. The authors show that the consumer readiness variables of role clarity, motivation, and ability are key mediators between established adoption constructs (innovation characteristics and individual differences) and the likelihood of trial.
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Topaloglu, Omer, and David E. Fleming. "Under-promising and over-delivering: pleasing the customer or strategic blunder?" Journal of Services Marketing 31, no. 7 (October 9, 2017): 720–32. http://dx.doi.org/10.1108/jsm-08-2016-0301.
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Purpose The paper aims to provide a theoretical and empirical examination of the relationship between service expectation management, expectation inducing agent and customer satisfaction. Design/methodology/approach Based on the disconfirmation paradigm in services and the promise-keeping premise in psychology, the hypotheses are developed and empirically tested using three experiments that manipulated expectations, expectation inducing agent and service outcome. Findings The findings provide reconciliation to the previous studies in services and show that effectiveness of expectation management strategy depends on the individual expectation thresholds and the expectation inducing agent. If customers patronize a firm expecting more, then over-delivering on the service promise results in a significant benefit. However, for those customers whose mental expectation threshold is exceeded, keeping promises is as effective as exceeding promises. Practical implications The practical implication of this paper is that services managers should be cognizant of the mental expectation threshold of customers and be wise in utilizing the under-promise, over-deliver strategy. Originality/value Using a threshold approach, this paper introduces a new perspective to service practitioners who are trying to manage expectations in a highly variable business environment. It also benefits service researchers who are trying to enhance the understanding of service expectation management.
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Dixon, Michael, Ekaterina V. Karniouchina, Bo van der Rhee, Rohit Verma, and Liana Victorino. "The role of coordinated marketing-operations strategy in services." Journal of Service Management 25, no. 2 (April 14, 2014): 275–94. http://dx.doi.org/10.1108/josm-02-2014-0060.
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Purpose – The purpose of this paper is to discuss the importance of a coordinated marketing and operations strategy in goods and service producing business organizations. Customer engagement and co-production are imperative service delivery considerations, and therefore an aligned marketing and operations strategy is essential for the formulation, development, and effectiveness of managerial decisions especially for service sector firms. Design/methodology/approach – The authors present arguments in support of this paper's primary objectives by reviewing past research that have introduced theoretical frameworks, empirical support and applications in support of the close coordination between marketing and operations strategy. The paper then describes how the inter-relationship between marketing and operations strategy impacts several managerial decisions. Findings – The paper discusses several different types of managerial decisions within goods and service producing firms that require active interaction between marketing and operations. These decisions include aligning strategic priorities, new product development, service design, and experience design. Research limitations/implications – This paper is primarily theoretical and therefore does not include any new empirical data. Practical implications – The inter-relationship between the marketing and operations functions is well known to practicing managers. However, they may not have a specific understanding of the academic research described in this paper that shows how firm performance can be further improved by better managing these interactions for specific managerial decisions. Originality/value – This paper is theoretical and provides a comprehensive review of literature and a compelling argument for including marketing and operations strategy in the corporate executive suite. Therefore, this paper should be of interest to researchers and practitioners interested in the functional areas of marketing, operations, and strategy for service organizations.
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Menelec, Valerie, and Brian Jones. "Networks and marketing in small professional service businesses." Journal of Research in Marketing and Entrepreneurship 17, no. 2 (October 19, 2015): 193–211. http://dx.doi.org/10.1108/jrme-03-2015-0023.
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Purpose – This paper aims to explore networks in relation to small professional service businesses. Both the structural and relational components of networks are considered to better understand what networks are and how they operate. The paper investigates the link between networks and marketing and discusses the extent to which small professional service businesses use their networks for marketing activities. Design/methodology/approach – The literature review identifies key elements of professional service businesses, networks and marketing activities. The primary research is qualitative by design and exploratory in nature and used a multi-case study approach. Data were collected from five small management consultancy businesses through in-depth interviews using semi-structured questionnaires. Findings – The study finds that small professional service businesses lack the business/marketing language to articulate their approaches and values. They are increasingly relying on collaboration to deliver changing services. Findings show that “core groups” are highly significant in the structure of their networks. Furthermore, while most connections are work-related, networks are not strategically motivated. Linkages are strong and motivations to network and networking activities are both short and long term. Generating work and developing lasting collaborative relationships is based on similar values and interests. Originality/value – The study offers insight and practical understanding on the relations that small businesses have with their networks. It also builds and adds value to the theory of network and networking in both the small business field and professional services related industry. It explores networks by considering the structural and relational components separately whilst also highlighting their interconnection.