Dissertations / Theses: 'Service industries'

1

Sheppard, Lorraine. "Service quality in professional health services /." Title page, contents and abstract only, 1998. http://web4.library.adelaide.edu.au/theses/09PH/09phs5495.pdf.

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Thesis (Ph. D.)--University of Adelaide, Graduate School of Management, 1999.
Includes one computer disk in Work 6 format. System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor. Includes bibliographical references (leaves 241-270).

2

Müller, Jürgen. "Real option valuation in service industries /." Wiesbaden : Dt. Univ.-Verl. [u.a.], 2000. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=008939946&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.

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3

Wong, Regan (Regan A. ). "Patterns of innovation in service industries." Thesis, Massachusetts Institute of Technology, 2007. http://hdl.handle.net/1721.1/42376.

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Thesis (S.M.)--Massachusetts Institute of Technology, System Design and Management Program, 2007.
Includes bibliographical references (p. 81-83).
Over the years, scholars studying technology-based innovation have uncovered patterns of success and failure. Many of the lessons learned from these observations can serve as powerful guidelines for leaders of industry as they guide their firms into new markets or help defend against emerging challengers. Most of the studies to date, however, have been based on research in manufactured product industries, while relatively little has been done to understand technology and innovation in service industries. The initial motivation behind this thesis was to interpret established principles of innovation in the context of services-based industries. In proposing this topic, I assumed that certain aspects of product-based principles also describe patterns in service industries. My research revealed that some principles apply to both sectors. Others need to be extended. Still others apply selectively, depending on the nature of the service that is being examined. In the process of synthesizing the lessons learned from my literature review and the case studies I examined, Professor James Utterback pointed me to the convergence of product and services and the role of product platforms in this paradigm. What emerged was the idea of a technology delivery platform and throughout the latter parts of this thesis, I explore different implications of this concept.
by Regan Wong.
S.M.

4

Gorst, Jonathan Keith. "Modelling customer satisfaction in service industries." Thesis, Sheffield Hallam University, 2000. http://shura.shu.ac.uk/19707/.

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This research considers a Customer Satisfaction Index approach and its relative benefits to the UK community. It is focussed on the service industries in both the public and private sectors. It looks at, and develops the measuring and modelling processes involved and employs a Structural Equation Modelling (SEM) methodology. The research critiques two of the leading methodologies currently available (Maximum Likelihood and Fixed Point Estimation) before selecting one from which to model the whole process. Throughout the research, three different structural models are considered. These vary in how the different latent variables are connected together, but are based around a core of specific latent variables, which together make up a customer's total buying experience. Two of the models considered were by other authors, while the third (Sheffield Model) was a direct development of this research. The data has been collected by the means of a questionnaire. Over the life of the research a generic questionnaire has been developed to produce a tool that is focused on the specific issues that the model requires for it to operate. The final part of the research contemplates how a company can use the results of the index to pin point where improvements in their customer service provision would have the largest impact on their overall customer satisfaction index score. The research considers the different aspects of customer satisfaction and their place within a Total Quality Management approach. However, the index is a completely self-contained product, which allows any company to measure how well it is satisfying its customers. The index calculates an index score between one and one hundred. The ultimate aim of the index is for a company's score to be compared over time, against other companies within the same industry, against other companies from other industries, against the national average and even against company's throughout Europe and the World, as National Indices operate overseas. In fact, it is envisaged that the index will act as a way for individual companies to benchmark themselves against the best customer service companies in the world. It is hoped that over time the customer satisfaction index can become a key indicator as to the state of the UK economy. After all, satisfied customers are very often loyal customers, they tend to buy more, more often, and satisfied customers are often willing to pay premium prices for a company's products (Kristensen & Martensen, 1996).

5

Hamer, Susan E. "Ontario Superhost ... : what is its value to service providers? /." Online version of thesis, 1996. http://hdl.handle.net/1850/12337.

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6

Chang, Cissie. "Assessing Hong Kong's marketing of service exports /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19909251.

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Yi, Hong. "Service linkages and intra-urban location of producer services : a case study of Guangzhou." Click to view the E-thesis via HKUTO, 2006. http://sunzi.lib.hku.hk/hkuto/record/B35780216.

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8

Hogg, Gillian. "Service quality in business advisory services : the case of the public relations industry in Scotland." Thesis, University of Stirling, 1996. http://hdl.handle.net/1893/2583.

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The thesis concerns quality of service in the context of business advisory services. The economic rationale for improving any quality standard is based on the theory that by creating customer satisfaction and a perception of service quality, an organisation can retain its existing customers and attract new business, thus improving market share. This argument is based on the assumption that by improving the quality of the service delivered to customers, product offerings can be differentiated in such a way as to improve customer value. This is a customer defined approach to quality and assumes that the provider has understood and responded to customer requirements. In order to achieve this it is necessary to understand the particular situational characteristics of this market and the criteria customers use to assess the service they receive. In order to investigate service quality in business advisory services, the public relations industry in Scotland is considered as a specific case. Public relations is a business advisory service concerned with the management of image or reputation. However it is not a homogeneous product and is made up of a number of specific functions that equate to two main product variants. Based on these product variants, the research identifies three main purchaser groups in Scotland. However, although outcome expectations are consistent across purchaser groups, there are different expectations of the process of delivering the service according to the product variant purchased. The research concludes that when purchasers are buying a task level service their perceptions of quality are based upon tangible, measurable service features, whilst purchasers of a managerial product variant are concerned with process factors that lead to developing a relationship of trust. There are also a number of 'bottom-line' expectations, common across purchaser groups, which are essential to a perception of quality. Service quality, in the business advisory service context, is dependant on recognising what constitutes the core product and tailoring the process of delivery to satisfy purchaser expectations. The implications of this research are that an understanding of context is essential when considering service quality, in order that customer expectations and provider delivery combine to achieve added value. Secondly, that product definitions are required in determining the expectations associated with performance quality; and thirdly, that customer segmentation based upon product variant is a viable proposition in business advisory services.

9

Cheung, Yu-wing Alex. "Current and future trends of quality management in Hong Kong's service sector /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19877547.

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10

Oldenski, Lindsay. "Nonroutine tasks in international trade." Diss., [La Jolla] : University of California, San Diego, 2009. http://wwwlib.umi.com/cr/ucsd/fullcit?p3356339.

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Thesis (Ph. D.)--University of California, San Diego, 2009.
Title from first page of PDF file (viewed July 9, 2009). Available via ProQuest Digital Dissertations. Vita. Includes bibliographical references.

11

Zhang, Dos Santos Jia Jun (Jessica). "A comparative analysis of service quality dimensions in six service industries." Thesis, University of Bedfordshire, 2000. http://hdl.handle.net/10547/339050.

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This research investigates the impact of service characteristics on the importance of service quality dimensions across a wide range of service industries. In this research, six service industries are selected to represent the characteristics peculiar to services. The different importance weightings of service quality dimensions in these service industries are identified and a 16-dimension service quality approach is developed for the empirical analysis. This research identifies that importance is the most powerful and appropriate measurement to assess service quality in an industry level. Two phases of empirical research were conducted using a mixed methodology approach. Phase one -the quantitative study -uses 600 telephone interviews to investigate service quality importance from the customers' perspective. Phase two - the qualitative study - uses 12 in-depth personal interviews with managers from these industries to assess service providers' perceptions. Comparisons are made on service quality issues among the six service industries, among all service quality dimensions, between customers and service providers, and among consumers with different experience level with the service. From the quantitative phase, this research develops a service quality importance model to aid managers and academics in understanding customers' perceptions of service quality. The model is then verified in the qualitative phase. Findings indicate that both customers and service providers perceived each service industry has different weightings relating to service characteristics and service quality dimensions. However, perceptual differences between service providers and consumers were found in all service industries. In addition, the findings suggest that consumers' experience levels have no impact on consumers' service quality importance perception in some services industries, e.g. university and restaurant, and only have impact on a limited number of dimensions in other service industries. The concepts of core dimensions and peripheral dimensions are derived from the interviews with service providers in the qualitative phase. The peripheral dimensions are of particular importance for building competitive advantages.

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Aristidou, Angela. "Theorizing service user transitions through a relational practice perspective : insights from a study in the context of mental health services." Thesis, University of Cambridge, 2015. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.708965.

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Hristov, Latchezar. "Innovation in Service Industries : Executive Perspectives in Retailing." Thesis, University of Oxford, 2008. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.508411.

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Yilmaz, Tuba. "Dynamic resource allocation in manufacturing and service industries." Diss., Georgia Institute of Technology, 2012. http://hdl.handle.net/1853/51729.

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In this thesis, we study three applications of dynamic resource allocation: the first two consider dynamic lead-time quotation in make-to-order (MTO) systems with substitutable products and order cancellations, respectively; and the third application is a manpower allocation problem with job-teaming constraints. Matching supply and demand for manufacturing and service industries has been a fundamental focus of operations management literature, which concentrated on optimizing or improving supply-side decisions since demand has generally been assumed to be exogenously determined. However, recent business trends and advances in consumer behavior modeling have shown that demand for goods and services can clearly be shaped by various decisions that a firm makes, such as price and lead-time. In fact, competition between companies is no longer mainly based on price or product features; lead-time is one of the strategic measures to evaluate suppliers. In MTO manufacturing or service environments that aim to satisfy the customers' unique needs, lead-time quotation impacts the actual demand of the products and the overall profitability of the firm. In the first two parts of the thesis, we study the dynamic lead-time quotation problem in pure MTO (or service) systems characterized by lead-time sensitive Poisson demand and exponentially distributed service times. We formulate the problem as an infinite horizon Markov decision process (MDP) with the objective of maximizing the long-run expected average profit per unit time, where profits are defined to specifically account for delays in delivery of the customer orders. We study dynamic lead-time quotation problem in two particular settings; one setting with the possibility of demand substitution and another setting with order cancellations. The fundamental trade-off in lead-time quotation is between quoting short lead-times and attaining them. In case of demand substitution, i.e., in presence of substitutable products and multiple customer classes with different requirements and margins, this trade-off also includes capacity allocation and order acceptance decisions. In particular, one needs to decide whether to allocate capacity to a low-margin order now, or whether to reserve capacity for potential future arrivals of high-margin orders by considering customer preferences, the current workload in the system, and the future arrivals. In the case of order cancellations, one needs to take into account the probability of cancellation of orders currently in the system and quote lead-times accordingly; otherwise quotation of a longer lead-time may result in the loss of customer order, lower utilization of resources, and, in turn, reduced in profits. In Chapter 2, we study a dynamic lead-time quotation problem in a MTO system with two (partially) substitutable products and two classes of customers. Customers decide to place an order on one of the products or not to place an order, based on the quoted lead-times. We analyze the optimal profit and the structure of the optimal lead-time policy. We also compare the lead-time quotes and profits for different quotation strategies (static vs. dynamic) with or without substitution. Numerical results show that substitution and dynamic quotation have synergetic effects, and higher benefits can be obtained by dynamic quotation and/or substitution when difference in product revenues or arrival rates, or total traffic intensity are higher. In Chapter 3, we study a dynamic lead-time quotation problem in a MTO system with single product considering the order cancellations. The order cancellations can take place during the period that the order is being processed (either waiting or undergoing processing), or after the processing is completed, at the delivery to the customer. We analyze the behavior of optimal profit in terms of cancellation parameters. We show that the optimal profit does not necessarily decrease as cancellation rate increases through a numerical study. When the profit from a cancelled order, arrival rate of customers, or lead-time sensitivity of customers are high, there is a higher probability that optimal profit increases as cancellation rate increases. We also compare the cancellation scenarios with the corresponding no-cancellation scenarios, and show that there exists a cancellation scenario that is at least as good in terms of profit than a no-cancellation scenario for most of the parameter settings. In Chapter 4, we study the Manpower Allocation Problem with Job-Teaming Constraints with the objective of minimizing the total completion time of all tasks. The problem arises in various contexts where tasks require cooperation between workers: a team of individuals with varied expertise required in different locations in a business environment, surgeries requiring different composition of doctors and nurses in a hospital, a combination of technicians with individual skills needed in a service company. A set of tasks at random locations require a set of capabilities to be accomplished, and workers have unique capabilities that are required by several tasks. Tasks require synchronization of workers to be accomplished, hence workers arriving early at a task have to wait for other required workers to arrive in order to start processing. We present a mixed integer programming formulation, strengthen it by adding cuts and propose heuristic approaches. Experimental results are reported for low and high coordination levels, i.e., number of workers that are required to work simultaneously on a given task.

15

Tam, Pui-shan Kirstie. "External investments in Hong Kong's service sector : a comparison of four service industries /." Hong Kong : University of Hong Kong, 1999. http://sunzi.lib.hku.hk/hkuto/record.jsp?B21710259.

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Tam, Pui-shan Kirstie, and 譚佩珊. "External investments in Hong Kong's service sector: a comparison of four service industries." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1999. http://hub.hku.hk/bib/B43894185.

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17

Gupta, Kunal. "A contingency approach to service reliability and service customization : their relationship and role in customer evaluations." Thesis, McGill University, 2003. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=84512.

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The presence as well as the nature of the relationship between customer perceptions of service customization and reliability is investigated in the first of three studies of the dissertation by applying an exploratory analytical approach---"probabilistic scaling analysis." Results suggest the existence of a positive and ordinal relationship between customer perceptions of customization and reliable quality. The second study of the dissertation applies a more confirmatory, 'contingency theory' approach to validate, and further develop the findings of the first study. Results are consistent in that a positive and ordinal relationship is observed between customer perceptions of service customization and reliability. Further, findings suggest that customization quality moderates the affect of reliable quality on overall service evaluations. Some support is also found for the moderating role of reliable quality. Together, these findings help unravel the relationship between customer perceptions of service customization and reliability, and demonstrate how each of them affects the marketplace efficacy of the other.
Overall, results of the probabilistic scaling analysis, as well as contingency theory demonstrate that among customers at the lower end of the latent scale, it is primarily the 'things gone wrong,' i.e. lack of reliability that governs the unfavorability of their overall perceptions. Among customers on the higher end, it is 'things gone right,' i.e. favorable customization quality perceptions that govern the favorability of their overall perceptions. Together, these results suggest that a service provider must minimize 'things gone wrong' and then focus on 'things gone right' to elicit favorable overall evaluations.
In a service environment however, 'doing things right' requires an immediate understanding of individual needs that a customer brings forth during every service transaction, and that must be met to create value for the customer. Qualitative data are analyzed using a conceptual framework to provide a systematic understanding of these issues. Such understanding also provides diagnostic information towards exploring key segment level differences observed in the second study of the dissertation. Overall, the analyses of the third study extend current subject understanding by providing a contextual development of value-creating individual customer needs as they relate to service customization and reliability, and their implications on service design.
Overall, the dissertation develops current subject understanding of service customization and reliability, and therefore of service quality in general. Customers evaluate service offerings on both elements of quality---customization and reliability, and thus one of them cannot be studied without understanding its affects on the other component of quality. The research, we believe, would develop the understanding of the subject, and would also aid service providers in more scientific service design as well as decision-making.

18

Brémond, Céline-Clélia. "Le Service universel dans le devenir des Industries de réseau : Télécommunications, électricité, services postaux." Montpellier 1, 2003. http://www.theses.fr/2003MON10047.

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Le service universel se définit comme : l'accès de tous à des services de base à un tarif abordable, ces services comprennent l'accès à un branchement électrique, aux services de téléphonie vocale et un service postal de base. Dans les deux dernières décennies, les conditions de fourniture du service universel ont été bouleversées. Les autorités de régulation doivent mettre en place de nouveaux modes d'organisation de cette fourniture. Cela passe par la définition et le calcul du coût de cette fourniture d'une part. Par l'étude et la mise en place de nouveaux modes de financement d'autre part. La question sous-jacente étant de savoir si il est possible de mettre en place une méthodologie de calcul et un mode de financement unique pour tous les services concernés. Il s'avère en fait, que si il peut exister pour un mode de calcul du coût unique ; le mode de financement lui devra être adopté en fonction des objectifs du régulateur et des contraintes posées par l'industrie, au cas par cas.

19

Yi, Hong, and 易虹. "Service linkages and intra-urban location of producer services: a case study of Guangzhou." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2006. http://hub.hku.hk/bib/B35780216.

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Chan, Ching-ting Janny. "The marketing of pension fund in Hong Kong : services marketing /." [Hong Kong : University of Hong Kong], 1992. http://sunzi.lib.hku.hk/hkuto/record.jsp?B13335856.

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21

Kandampully, Jaya Anand. "Total quality management through continuous improvement in service industries." Thesis, University of Exeter, 1993. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.294482.

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22

Hui, Michael King-Man. "Perceived control, crowding and consumer satisfaction in service industries." Thesis, London School of Economics and Political Science (University of London), 1988. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.283591.

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23

Akehurst, Gary Paul. "Market structure, behaviour and performance in consumer service industries." Thesis, Southampton Solent University, 1996. http://ssudl.solent.ac.uk/1285/.

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This thesis takes as its underlying theoretical framework the market structure-conduct-performance paradigm of industrial organisation as applied to consumer service industries, notably retail distribution and tourism (including hotels). The addition to knowledge arises from the disciplined application of industrial organisation principles to define, describe, explain and predict real-world behaviour of a selection of service firms and on the basis of observable data, whether government and supra-national policies can improve service market performance if it is found to be failing in clearly defined respects. The problem addressed is how the behavioural processes of competition arise from and shape the identified market structures to be found in consumer service markets. The work begins by examining in detail the development of the main hypotheses and empirical testing of the market structure-conduct-performance framework, followed by the identification of the main strands of past and current economic thought concerning service industries and service firms. Following on from this fundamental analysis of service industries, the definition of markets, industries and firms (basic underlying conditions and parameters linked to market structure) is undertaken, taking hotel and restaurant markets in a spatial dimension, with a novel empirical identification, definition and measurement of the size and growth of hotel markets in particular localities. Moving on from this analysis, the measurement of concentration in the hotel and retail distribution industries is considered with the first attempt at systematically measuring such concentration using an extensive database of companies. Entry to markets (a further element of market structure) is carefully examined with the entry of new firms into local hotel markets and evaluation of the possible impact of a new hotel business on existing hotels. Market conduct or behaviour is examined, first, the reactions of hotel managers to new competition, based on a survey of 250 UK hotel managers followed by a rigorous analysis of market behaviour in grocery retaining markets (especially the analysis of oligopolistic behaviour). Further chapters examine an innovation and diversification in a stable hotel market - the introduction of the budget or economy hotel Finally, service market performance is considered in detail at various points (impact of new hotels and behaviour in grocery retail markets) but is principally considered in teh definition and enhancement of performance by a wide ranging and unique empirical study of European Union (EU) tourism policies within each member state of the EU.

24

Anderson, Carol Lynn 1952. "Selling time : emerging trends in the consumer service industries." Thesis, Massachusetts Institute of Technology, 1988. http://hdl.handle.net/1721.1/14563.

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Chan, Chun-ying. "A case study of hoe technology is used to create service value /." Hong Kong : University of Hong Kong, 1995. http://sunzi.lib.hku.hk/hkuto/record.jsp?B14724091.

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Petriconi, Silvio. "Essays on information and competition in banking and service industries." Doctoral thesis, Universitat Pompeu Fabra, 2014. http://hdl.handle.net/10803/283091.

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This thesis investigates the relation between information and competition in two particular settings. In the first chapter, I ask which screening and lending choices banks make if their loan offers can be observed by uninformed competitors. I show that banks grant excessive credit and underinvest in screening in order to deter borrower poaching; more competition exacerbates this problem. In a dynamic setting, the model reproduces many stylized facts of lending booms. The second chapter (jointly with Doh-Shin Jeon) investigates the incentives behind commercial open source software. We find that the production of open source software by profit-maximizing firms can be understood as a form of optimal information sharing: by releasing source code, service firms create their own competition which mitigates customer concerns about hold-up problems. We show that the resulting increases in customer investment and collaboration can yield higher profits for the service firm.
Aquesta tesi investiga la relació entre la informació i la competència en dues situacions. En el primer capítol, s'analitzen les opcions de cribratge i de préstecs que els bancs fan si les seves ofertes de préstecs poden ser observats pels competidors desinformats. Mostro que els bancs concedeixen préstecs excessius i inverteixen poc en el cribratge per tal de dissuadir la caça furtiva prestatari; més competència exacerba aquest problema. En un entorn dinàmic, el model reprodueix molts fets estilitzats dels auges de crèdit. El segon capítol (en col•laboració amb Doh-Shin Jeon) investiga els incentius darrere de programari de codi obert comercial. Ens trobem que la producció de programari de codi obert per les empreses pot ser entesa com una forma de compartir la informació de manera òptima: alliberant el codi font, les empreses de serveis creen la seva pròpia competència, que mitiga les preocupacions dels clients sobre problemes de captivitat. Es demostra que els augments resultants de la inversió del client i la col•laboració poden rendir més beneficis per a l'empresa de serveis.

27

Boe, Tammy A. "Gaining and/or maintaining employee trust within service organizations." Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002boet.pdf.

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Schnabel, Elaine Barbetta. "Quality in service and industry." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1994. http://www.kutztown.edu/library/services/remote_access.asp.

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29

Yee, Wai Yee. "An empirical study of the service-profit chain." online access from Digital Dissertation Consortium, 2006. http://libweb.cityu.edu.hk/cgi-bin/er/db/ddcdiss.pl?3282326.

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Ting, Tsan-kau Chris. "International market selection in Asia Pacific Region : air conditioning service industry /." Hong Kong : University of Hong Kong, 1997. http://sunzi.lib.hku.hk/hkuto/record.jsp?B20622867.

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Bax, Trent Malcolm. "Sex and work in the city Shanghai's service industry and the Chinese Modern Project: an ethnography of Chinese hairdressers and Australian blokes /." Click to view the E-thesis via HKUTO, 2007. http://sunzi.lib.hku.hk/HKUTO/record/B39558149.

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Price, Evan. "The antecedents of frontline employee morale in a services marketing context." Thesis, Queensland University of Technology, 2002.

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Phornprapha, Sarote. "The preferences of restaurant operative staff concerning leadership style : a study in Thailand." Thesis, University of Surrey, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.308554.

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Stetzer, Grant M. "A pilot program of a continuous improvement process through the use of employee involvement in a service industry business." Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002stetzerg.pdf.

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35

Adamu, Ayalew. "An Analysis of the Shift of Employment Toward Multi-Sectoral Services Industries in California, 1960-1980." PDXScholar, 1987. https://pdxscholar.library.pdx.edu/open_access_etds/526.

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The structural change in the United States economy represented by the growth of the service sector has received a great deal of discussion and analysis in recent years. The purpose of this study is to identify the factors that have determined the growth of the separate service sectors (namely distributive, personal, social, and business) from 1960 to 1980 in the regional economy of California. The research addresses many issues. First, a general discussion is presented of the structural change in the United States economy toward a growing service sector. An obvious indicator of this change is the disproportionately higher rate of employment growth in the service industries as compared to the goods producing sectors. Second, it is pointed out that the current structural shift toward service affects the regional economy in shifting the labor force toward a service-oriented economy. Establishing the basic facts of this change, the research investigates the role of the four service industries in the region of California. This is carried out by analyzing the market and industrial factors thought to be the determinants of this growth and the causes of decentralization within the metropolitan areas in California. The empirical findings offer some answers to question of cause for employment changes in the service industries in the regional economy. The most important is that the growth of employment in the four service industries is not brought about by a single factor. Rather, growth is attributable to a combination of market and industrial variables, and the relative strength of the variables differs among the different service industries. The research also presents findings about the relationships among the service industries in terms of the employment changes in them. In general the research provides a contribution to future discussions of the service industries in the metropolitan labor market of the regional economy, and of the nature of regional occupational growth arising out of the structural change described.

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Becker, Cherylynn F. "A middle range approach to theory development for service organization." Diss., Virginia Tech, 1992. http://hdl.handle.net/10919/39441.

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This research specifically addresses the issue of construct validity as it applies to past research in the study of services. Existing empirical research efforts examining the services sector have largely produced mixed results and have consistently failed to support a theoretical framework from which a greater understanding of service organizations could be developed. This has been the case in spite of the seemingly correctness and strong theoretical support for existing models. Thus, this study did not undertake an attempt to develop a new model for understanding services, rather, the goal was to extend existing theory through operationalizing a construct valid definition of the service concept.
Ph. D.

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Dusek, Gary A. "COMPARATIVE ANALYSIS OF SERVICE ORIENTATION AND SERVICE CLIMATE IN THE UNITED STATES AND RUSSIAN HOTEL INDUSTRIES." NSUWorks, 2014. http://nsuworks.nova.edu/hsbe_etd/28.

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The purpose of this study is to evaluate individual hotel employee perceptions of their service orientation and the support they receive from co-workers and their employer to discover the impact of these perceptions on the employee's feelings of their job satisfaction, commitment to their organization, their intention to leave their organization and intention to leave their industry. A comparative analysis of results from the United States and Russia reveals differences in these relations in the two countries. Analysis using Partial Least Squares Path Modeling for developing a measurement model and model estimation using a combined data set, US data set and a Russian data set. This research study included 141 American hotel employees and 107 Russian hotel employees. Service orientation, co-worker support and employee support were positively related to increased job satisfaction in the United States and Russia. In both countries, service orientation was negatively related to an employee's intention to leave the hospitality industry and co-worker support was positively related to organizational commitment. Country differences occurred where items were only significant in one country. In Russia, organizational support and co-worker support were negatively related to intention to leave their employer. In the United States, organizational support had a positive relation to organizational commitment. Surprisingly, co-worker support had a positive relation to intention to leave the industry in the United States. This may indicate that excessive co-worker support might undermine the need to achieve of highly service oriented hotel employees, resulting in a flight from the service industry to a more challenging industry.

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Stoviak, Julie M. "Development of customer service work instructions centered on obtaining ISO 90001 [sic] certification." Online version, 1998. http://www.uwstout.edu/lib/thesis/1998/1998stoviakj.pdf.

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39

Shulver, Michael John. "Service design : imperatives, processes and communication." Thesis, University of Warwick, 2001. http://wrap.warwick.ac.uk/4180/.

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This research was an investigation into the nature of new service design (NSD) activity. The thesis researched literature on NSD and established limits of its applicability. Also developed was NSD process and content theory outside such limits. The research was a multiple site case study. At the level of case-sites the study used the interpretative approach called "explanation-building; " the development of narratives that explained data using concepts from the literature review. The "crosscase" analysis tested these theoretical concepts and allowed the emergence of new empirical categories, and the development of new theoretical categories and hypotheses. Imperatives and stimuli for NSD were a mix of environmental pressure and pressure to deploy resources. Demand-side pressure for variety and the propensity of the resource-base to continually enhance capability mean that service organisations are inevitably exposed to resource or market risk. The organisational response should respect the nature and extent of risk exposure; internal 'imbalances' between resource capability and market needs must be redressed in the NSD response. The applicability of "stage-gate" models of NSD is limited to those contexts where the service is analogous to a manufactured good. In addition there are six other contexts with corresponding process ideals. Unless the outcome of the NSD process is holistic, implementation problems are the result. Holistic NSDs include a strategic rationale, the proposed market offering, process implications and structural or infrastructural resource implications. The initial configuration of NSD communication devices is dependent on the nature of the NSD process. If NSD is focussed on resource / process development then the vernacular of NSD tends to be resource / process descriptions. If NSD addresses exposure to market risk, then NSD constructs tend to be marketing devices. Thus during the NSD process the NSD need not be holistic, by the end of the process it should be.

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Yang, Fan Fiona. "Understanding the uneven growth of service industries in China state, market and the changing geography of consulting services /." Click to view the E-thesis via HKUTO, 2006. http://sunzi.lib.hku.hk/hkuto/record/B38856359.

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41

Killen, Catherine P. "Project portfolio management for product innovation in service and manufacturing industries." Australia : Macquarie University, 2008. http://hdl.handle.net/1959.14/44777.

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Thesis (PhD) -- Macquarie University, Macquarie Graduate School of Management, 2008.
Bibliography: p. 301-327.
Introduction -- Literature review -- Methodology and phase 1 research design -- Phase 1 findings -- Phase 2 research design -- Phase 2 findings -- Conclusions and implications.
This research examines the relationship between innovation project portfolio management (IPPM) capabilities and competitive advantage. Innovation projects - or projects for the development of new products - are of escalating importance in an increasingly competitive, globalised and deregulated environment characterised by shortening product lifecycles and dynamic markets. IPPM capabilities aim to improve the success rates for product innovation activities by providing a holistic and responsive decision-making environment to maximise the long-term value of innovation investments across the portfolio of innovation projects. This research takes a wide view and investigates the overall rganisational capability for the management of the innovation project portfolio. -- Successful product innovation is no longer primarily a concern of manufacturing-based industries - product development in service industries is a growing endeavour in an increasingly important industry. Therefore this research includes service product development environments and is the first to extend beyond the traditional manufacturing industry base for IPPM research. This is also the first study to investigate IPPM capabilities in Australia. -- A pragmatic perspective guides a two-phase study encompassing a quantitative survey and a qualitative multiple-case study, the combination of methods providing a deeper level of understanding than could be achieved by either method alone. Findings support prior IPPM studies and suggest a positive relationship between structured IPPM capabilities and improved new product outcomes. The research highlights similarities and differences between service and manufacturing environments, and suggests future challenges will result from the increasing blurring of the boundaries between service and manufacturing industries. This research adopts a 'dynamic capabilities' perspective and draws on organisational learning theory to investigate the path-dependent nature of IPPM capability development. It adds to the understanding of how IPPM capabilities work with the resource base and contribute to competitive advantage. The findings of the research are presented in a maturity model and several conceptual models, and areas for future research are identified.
Mode of access: World Wide Web.
xxvii, 436 p. ill. (some col.)

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Choi, Hyeyoon. "The Role of Physical Environments on Customer Engagement in Service Industries." The Ohio State University, 2014. http://rave.ohiolink.edu/etdc/view?acc_num=osu1408586779.

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43

Hashemian, MohammadMahdi. "Essays on the counterintuitive consequences of labor policies in service industries." Thesis, Massachusetts Institute of Technology, 2020. https://hdl.handle.net/1721.1/129091.

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Thesis: Ph. D., Massachusetts Institute of Technology, Sloan School of Management, September, 2020
Cataloged from student-submitted PDF version of thesis.
Includes bibliographical references.
In essays one and two, I examine how unstable schedules affect financial performance. In essay one, using 52 weeks of data from over 1,000 stores and more than 15,000 employees of a specialty retailer, I estimate the effect of unstable schedules on store productivity. I use an instrumental variable approach and a natural experiment to partially address the possible endogeneity of scheduling decisions. I find evidence that increasing the adequacy and consistency of employees' hours improves employee and store productivity and find partial support for the positive effect of predictability. To study the policy impact of these findings, I build a behavioral agent-based model of scheduling in essay two. My model provides a platform to conduct counterfactual analyses and thus increases the external validity of my findings.
Results suggest that standard scheduling practices, under certain conditions, may have negative, direct labor cost consequences despite their intended rationale for aligning service capacity and demand. Findings highlight the unintended consequences of a narrow focus on matching labor supply to customer demand; designing more employee-friendly schedules could not only create better jobs but also improve firm performance. In essay three, I build a simulation model to explain why Startups play a major role in establishing many new markets when existing firms have more resources and the relevant core and peripheral capabilities. I explore how the strong link between startups' past performance and the resources available for their future capability building conditions their growth prospects. I show that this reinforcing loop leads to entrepreneurial financial markets rapidly focusing on more promising startups.
The strength of this mechanism can allow startups to over-take projects within incumbent firms that are initially better endowed. Using an online experiment, I test the key requirement for our mechanism, showing that the strength of the reinforcing loop is larger for start-ups than in-house projects.
by MohammadMahdi Hashemian.
Ph. D.
Ph.D. Massachusetts Institute of Technology, Sloan School of Management

44

Iakovaki, Antigoni. "Service supply chain integration in multi-organisation networks : findings from the defence aerospace sector." Thesis, University of Cambridge, 2012. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.610686.

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45

Dalakas, Vassilis. "The interaction of cognition and affect in consumption experiences : implications for services marketing /." view abstract or download file of text, 1999. http://wwwlib.umi.com/cr/uoregon/fullcit?p9947975.

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Thesis (Ph. D.)--University of Oregon, 1999.
Typescript. Includes vita and abstract. Includes bibliographical references (leaves 144-156). Also available for download via the World Wide Web; free to University of Oregon users. Address: http://wwwlib.umi.com/cr/uoregon/fullcit?p9947975.

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Yang, Fan Fiona, and 楊帆. "Understanding the uneven growth of service industries in China: state, market and the changing geography ofconsulting services." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2006. http://hub.hku.hk/bib/B38856359.

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Chang, Cissie, and 張思思. "Assessing Hong Kong's marketing of service exports." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31268638.

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Galloway, R. Les. "An operations centred model of service quality." Thesis, De Montfort University, 2001. http://hdl.handle.net/2086/4217.

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Fung, Chor-hang Calvin. "A retrospective study of strategy implementation : a computer service bureau /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B20666214.

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Weng, Wen Lih, and 翁文立. "The study of service quality in service industries." Thesis, 1994. http://ndltd.ncl.edu.tw/handle/13254253420236959769.

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碩士
國立中山大學
企業管理研究所
82
80年代起，世界金融趨勢主要朝自由化、國際化... 等方向發展，我國政府為配合此一趨勢發展，於民國80年開放15家民營銀行之設立，展開我國金融史上競爭的局面。而要在此一競爭激烈的環境中脫穎而出，傳統的價格策略已不足恃，必須以提高服務品質，滿足顧客需求來創造競爭優勢。本研究之主要目的在探討新銀行櫃台服務品質之差距，並找出其中影響服務品質之因質，作為業者改進服務品質管理之依據。針對上述研究目的，提出九項研究假設，以台灣中、南部 43家新銀行之相關工作人員及其顧客為抽樣對象，利用問卷調查法，分別調查業者與顧客對新銀行櫃台服務品質之認知，再以ｔ檢定分析其中4 個服務品質差距之顯著性，利用因素分析抽取新銀行櫃台服務品質因素，再以逐步迴歸分析檢定服務品質因素對於整體服務滿意程度存在顯著相關。本研究根據修正過的Parasuraman 等人之模式，進行問卷調查，以檢定其中缺口的存在。所有的實證結果，可歸納成下列九點結論：結論一、新銀行櫃台顧客預期的與實際認知的服務水準之間有顯著差距。結論二、新銀行顧客實際認知與銀行認知的服務水準之間只有服務過程有顯著差距。結論三、新銀行認知的服務水準與銀行對顧客預期的認知之間有顯著差距。結論四、新銀行櫃台顧客接觸的口頭溝通與外部溝通與實際認知服務水準之間有顯著差距。結論五、口頭溝通、外部溝通以及過去經驗不同的新銀行櫃台顧客其預期與實際認知的服務水準之間的顯著差距只有部分存在。結論六、不同人口統計變項與情境因素的新銀行櫃台顧客其實際認知的服務水準之間無顯著差距存在。結論七、新銀行服務品質的管理情況不同其認知的櫃台服務水準之間無顯著差距。結論八、不同人口統計變項的新銀行櫃台工作人員認定的服務水準之間無顯著差距。結論九、服務品質因素與整體服務滿意程度之間有顯著相關。經因素分析與逐步迴歸分析證實，在新銀行工作人員方面：提升工作人員的工作氣氛與專業形象，有助於服務品質的提高。在顧客方面：提升銀行服務窗口、服務形象及服務速度有助提升服務顧客品質。

Dissertations / Theses on the topic 'Service industries'

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