Dissertations / Theses: 'Service industry'

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Tsang, Kee Fu Nelson. "Measuring service and service culture in the tourism industry." online access from Digital Dissertation Consortium, 2007. http://libweb.cityu.edu.hk/cgi-bin/er/db/ddcdiss.pl?3299876.

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Lau, Nga Lok. "Service recovery in airline industry." Thesis, University of Macau, 2006. http://umaclib3.umac.mo/record=b1636417.

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Soma, Ichiro. "Analysis of energy service industry." Thesis, Massachusetts Institute of Technology, 1994. http://hdl.handle.net/1721.1/34086.

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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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Li, Yi-Min. "A service quality performance evaluation model for hotel service." Thesis, University of the West of Scotland, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.283048.

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Bowman, Earle Lindel. "Empowerment : lip service or guest service /." Online version of thesis, 1993. http://hdl.handle.net/1850/12011.

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Barnes, Jonavan. "Measuring service quality in the low-cost airline industry." Thesis, University of Stirling, 2017. http://hdl.handle.net/1893/24938.

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Since the end of World War II, the service sector has expanded to encompass over 80% of the economy of most developed nations. This places an immense importance on the ability to accurately measure service outputs. However, the most precise method of measuring these outputs is still unclear. This thesis examines Service Quality as a measurement of service outputs, and tests this within an industry-specific context: the low-cost sector of the UK airline industry. This is an industry that has been facing serious challenges since market liberalisation began in 1976. This thesis recognises that offering superior quality may allow airlines to gain a competitive advantage; despite this, there is still no preferred method of measuring Service Quality in this specific context. This PhD therefore examines three methods of Service Quality measurement in the context of the low-cost sector of the UK airline industry: a qualitative method (content analysis), a quantitative survey approach (HiQUAL) and an indexing approach (ALSI). The first study provides an in-depth analysis of the determinants of airline quality through a content analysis study. The second study uses a neglected measurement of Service Quality (HiQUAL) to take a quantitative measurement of Service Quality in the low-cost airline industry. The third study uses measurement (ALSI), an indexing approach, to provide an indication of airline quality. The results of this PhD define the determinants of Service Quality in the low-cost airline industry and confirm the hierarchical nature of Service Quality. This PhD also develops a novel objective metric that represents a shift in ontology from subjective to objective measurements of Service Quality.

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Chowdhury, Soumitra. "Service Logic in Digitalized Product Platforms : A Study of Digital Service Innovation in the Vehicle Industry." Doctoral thesis, Högskolan i Halmstad, Människa och Informationsteknologi (MI-lab), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-29574.

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The digitalization of products has become an important driver for service innovation in manufacturing firms. The embedding of digital technology in previously non-digital products creates digitalized product platforms that enable digital service innovation. Digital service innovation offers new business opportunities for manufacturing industries, as well as challenges established premises for value creation. While digital service innovation can be found in many manufacturing industries, this thesis studies service logic in digitalized product platforms in the vehicle industry. Existing Information Systems (IS) literature presents challenges in digital service innovation relating to value, architecture, and generativity. The design of the architecture of digitalized product platforms requires the identification and combination of digital and non-digital assets. Understanding the architectural aspects is useful in digital service innovation. Moreover, with growing instances of generative digital technologies, it is challenging to develop strategies to leverage generativity for service design in digitalized product platforms. While digital technologies are embedded in products, the role of technology-embeddedness in value creation of digital services is relatively unexplored. Drawing on these challenges, this thesis describes and conceptualizes the underlying premises brought by the architecture and generativity to the value creation of services in digitalized product platforms. The research question addressed in this thesis is: What are the underlying premises for services in digitalized product platforms? To address the question, an interpretive qualitative research approach was adopted in a collaborative research project concerning services enabled by digitalization of vehicles. Drawing on digital innovation and service literature, this thesis presents a theoretical perspective on the role of the architecture and generativity of digitalized product platforms for value creation of digital services. This perspective is conceptualized as underlying premises for this specific class of services. The premises frame the service logic in digitalized product platforms and provide a ground for understanding services in digitalized product platforms in relation to value dimensions, architecture and generativity. The premises are based on five concepts: value-in-architecture, value-in-connectivity, fundamental asset for value creation, mutual dependence of modular and layered modular assets, and re-evaluation of value propositions. The proposed premises offer a basis for understanding value creation of this class of services, and guidance for manufacturing firms designing digitalized product platforms.

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Ou, Yang, and Li Zijian. "Innovation and its influence in LBS industry : Jiepang in China." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-12131.

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Abstract Title: Innovation and its influence of LBS company: Jiepang in China Level: Final assignment for Master of Business Administration Author: Yang OU, Zijian LI Supervisor: Maria. Fregidou-Malama Date: 2012-June Aim: Chinese firms desire to win the market, and they should consider innovation. The aim of the study is to explore the effects of innovation for LBS firm to gain success in China. Method: The main research method is case study. Jiepang as our case company is a LBS firm in China. And we interview two persons from different department, and one is its co-founder. Result & Conclusions: Innovative action and behavior must cover whole organization, all employees should be participant. In China, LBS is a rising industry, but LBS firms face to many threats from competitors and substitutes too. Thereby in order to survive in the market and gain success, innovation is a very important strategy for LBS firm, but not the unique method. Suggestions for future research: Open innovation process is becoming a hot topic currently, so how to innovate with customer or user, how to cooperate with them? And if the data collection can take from multi-cases, it would be make research result more convincing. Contribution of the thesis: In this study, we introduce and popularize a new industry, LBS in China. And we give a deeper understanding of the importance of innovation and how innovation can improve the competitiveness of the company in this industry.

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Bjarnhagen, Rikard. "Service Enhancer Tool : Design of a new Service Enhance Tool for Metso refiners." Thesis, Umeå universitet, Institutionen för tillämpad fysik och elektronik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-79533.

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Metso develops (among many other things) refiners. The refiner grinds the wood chips intopulp. The grinding is done by segments that are placed on a rotor inside the refiner hosing.In time this segments wear and needs to be replaced.When changing refiner segments or performing service to the refiner the rotor needs to berotated. To perform the rotating motion today the overhead crane is used. This procedure isboth impractical, dangerous and takes precious time from the overhead crane. Because ofthis Metso wanted to create a new way to rotate the rotor.The aim of this thesis is to create a tool or equipment which can be used to rotate therefiner rotor and can be installed as an upgrade on all Metso refiner models.The proposed design is driven with a 1.1 kW electrical motor and a gearbox with a gear ratioof approximately 1:217. The torque is transferred from the outgoing gearbox shaft to therefiner shaft with the help of gearwheels. To connect the gearbox gearwheel with the refinershaft gearwheel, the gear motor has to be moveable in a radial direction. This is done by themeans of two shafts that glides in four bushings. On the gearbox shaft a gearwheel with 120mm of face width is mounted. The large face width is used to take up the axial movement ofthe refiner shaft.The proposed concept fulfills all of the demands set in the pilot study. The design is goodbecause of the low cost and straight forward design that is easy to build and simple to use.The disadvantage is that the equipment is a bit large and heavy, but as stationary equipmentthis should not be a problem.

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Cheng, Kai-sing Steve. "Internet service provider industry in Hong Kong /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19882002.

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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.

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Akram, Asif. "Value Network Transformation : Digital Service Innovation in the Vehicle Industry." Doctoral thesis, Högskolan i Halmstad, Människa och Informationsteknologi (MI-lab), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-30153.

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Advancement in digital technology is rapidly changing the contemporary landscape of business and associated networks for manufacturing firms. Many traditional physical products are now being embedded with digital components, providing them digital capability to become digitized products. The digitization of physical products has become an important driver for digital service innovation within manufacturing industries. Such digital service innovation transforms value networks of manufacturing firms in various industries. While digitization of products and digital service innovation can be observed in many manufacturing industries, this thesis focuses on the transformation of value networks within the vehicle industry. This thesis is a collection of papers and a cover paper. The thesis reports from a collaborative project in the vehicle industry. The project explored new digital services for vehicles based on remote diagnostics technology. The exploration and conceptualization of digital services is investigated in a collaborative manner with participants from the vehicle industry. The results reflect that there is a paradigm shift for manufacturing firms digitizing their products, and stretching the business scope from product to solution oriented business. This thesis contributes to the existing literature on digital innovation with insights on the transformation of value networks in the vehicle industry. The research question addressed in this thesis is: How are value networks of manufacturing firms transformed by digital service innovation? To answer the question, this thesis conceptualizes how the value creating pattern of digitized products transforms value networks of manufacturing firms. A model is presented that reflects how the symbiotic value relationship between the digitized product and digital services transforms the roles, relationships and exchanges in the value networks of manufacturing firms. The model can serve as an analytical tool to further advance the knowledge on business aspects in digital innovation. This thesis contributes to practice by providing an understanding of how manufacturing firms can leverage value of digitized products and digital services in value networks.
ReDi2Service

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Cheng, Kai-sing Steve, and 鄭啓誠. "Internet service provider industry in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31268651.

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Segura, Christoph. "Customer service quality in the construction industry." Thesis, Massachusetts Institute of Technology, 1991. http://hdl.handle.net/1721.1/13420.

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Anderson, Richard B. 1952. "New product development in the service industry." Thesis, Massachusetts Institute of Technology, 1987. http://hdl.handle.net/1721.1/14845.

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Thesis (M.S.)--Massachusetts Institute of Technology, Sloan School of Management, 1987.
Title as it appeared in M.I.T. Graduate List, June 1987: New product development in the service sector.
Bibliography: leaves 97-98.
by Richard B. Anderson.
M.S.

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Chan, Chun-leung. "Market research of home video editing service /." [Hong Kong : University of Hong Kong], 1992. http://sunzi.lib.hku.hk/hkuto/record.jsp?B13302103.

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Argouslidis, Paraskevas C. "The service elimination process : an empirical investigation into the British financial services sector." Thesis, University of Stirling, 2001. http://hdl.handle.net/1893/16787.

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The present study represents an in-depth empirical investigation into the service elimination process in the British financial services sector. It aims to make a contribution towards the concise development of the literature on service elimination and to provide empirically based recommendations, which can improve the way financial service elimination is practised. The theoretical part of the study focused first on a review of the characteristics of services in general and of financial services in particular and of the service range management activities of financial institutions. Second, the literature on product and service elimination was reviewed. The bulk of this material refers to conceptual propositions and empirical evidence on elimination from manufacturing settings, while conceptual and empirical material from service and financial service settings is alarmingly sparse. The presents tudy conceptualisedth e service elimination process as consisting of three broad stages, a) the pre-elimination stage, b) the actual service elimination decision-making process and c) the post-elimination stage. The study adopted a research approach based on the broad hypothesis that service elimination decisions are not made in a vacuum (as the limited literature on service and financial service elimination assumes explicitly or implicitly) but that they are influenced by contextual organisational and environmental characteristics of companies. Based on the above conceptualisations, the research objectives were to a) identify the content of the service elimination process (i. e., the decision variables involved in the various steps of the process) b) measure the relative importance/frequency of use of the above content and c) measure the influence of a set of contextual independent variables on the relative importance/frequency of use of the content of the service elimination process. To meet the above research objectives, a pluralistic research method was adopted. For the identification component of the research objectives qualitative research (in-depth interviews) was conducted, while for the measurement component quantitative research was conducted(mail survey). The findings indicated that service elimination decisions were the outcome of a multi-step process, which with very few exceptions (i. e., the way in which British financial institutions identified financial services as candidates for elimination) was found to be largely informal and unsophisticated. Moreover service elimination was rated as the least important service range management activity and was allocated the least amount of resources (temporal, monetary and human). The findings also suggested that the content of the service elimination process was both similar and different to elimination practice in manufacturing settings. Among the most obvious similarities was the paramount importance of sales and profitability considerations in making products and financial services candidates for elimination. Among the most striking differences was that while a product is fully eliminated, partial elimination was the predominant outcome of the service elimination process in the studied setting. With regards to the contextual influence, it was found that the relative importance/frequency of the decision variables involved in the service elimination process varied in relation to the type and the size of individual financial institutions, the pursued overall business strategy, and degree of market orientation, the degree of formalisation of the service elimination process, the number of services in the range (service diversity), the type of financial service which is considered for elimination, the method of its delivery process, the intensity of competition and of the legislative environment and the volatility of the technological environment. As such, the findings confirmed the hypothesised dynamism of the service elimination decisions and suggested that any attempt to describe the service elimination process in a golden rule way that fits all companies, all financial services and all environmental circumstances would be misleading.

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Ravjee, Bhavesh. "The impact of corporate entrepreneurship on service innovation in the financial services industry." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/59755.

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Financial services companies pride themselves on delivering quality services to customers. However, in order to sustain their revenue streams in challenging macroeconomic times and rapid technological growth, a shift in culture is required. The facets of corporate entrepreneurship (CE) are explored to determine whether or not it advocates worthy practices in driving service innovation (SI) in order to maintain the competitive advantage of financial services companies. A case study approach was taken that gathered individuals' responses from a leading South African bank. This approach enabled the researcher to understand the state of CE within the organisation and how CE has influenced SI. The case study used quantitative data gathered through an online survey utilising scales for CE and SI. A factor analysis on the gathered data was used to refine the number of data variables. Linear and multiple regression analyses were conducted against the resultant factors of CE and SI. The findings revealed that most of the underlying constituencies of CE are positively correlated to SI. A true assessment of the financial services industry was not attained. However, the insights gained from this study are useful to companies that are looking to find methods to revive or improve their commercial services offered to customers.
Mini Dissertation (MBA)--University of Pretoria, 2017.
zk2017
Gordon Institute of Business Science (GIBS)
MBA
Unrestricted

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Suhonen, Susanne. "Industry evolution and shakeout mechanism : the case of the internet service provider industry /." Helsinki : Helsinki School of Economics, 2002. http://aleph.unisg.ch/hsgscan/hm00061149.pdf.

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Ren, Min. "Behavioural intentions in the motel industry : an empirical analysis." Diss., Lincoln University, 2008. http://hdl.handle.net/10182/1097.

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The New Zealand hospitality sector has become increasingly competitive in the past decade. The increase in competition has prompted motel management to focus on generating favourable customers’ perceptions of their service as favourable perceptions encourage repeat purchase. Strategically, retaining existing customers and attracting new customers will be critical if motels are going to remain profitable in New Zealand’s competitive accommodation market. There is a conceptual gap in the marketing literature as there has been very limited published research on service quality, value, customer satisfaction or behavioural intentions on the motel industry. This study seeks to fill this conceptual gap in the motel industry by identifying the dimensions of service quality, and empirically examining the interrelationships among the service quality dimensions, service quality, value, customer satisfaction, and behavioural intentions. The findings of this study are based on the analysis of a sample of 349 respondents who stayed at a full service New Zealand motel on Riccarton Road in Christchurch. Of the 600 questionnaires distributed, a total of 349 useable responses were returned resulting in a 58.2% useable response rate. Support was found for use of the primary dimensions: Interaction Quality, Physical Environment Quality, and Outcome Quality as broad dimensions of service quality in a hierarchical factor structure for motels. Ten sub-dimensions of service quality, as perceived by motel customers, were determined using focus group interviews and exploratory factor analysis. These ten sub-dimensions were: (1) Staff Professionalism, (2) Accuracy of Reservation, (3) Tangibles, (4) Cleanliness and Comfort, (5) Noise Level, (5) Parking, (7) Security, (8) Accuracy of Billing, (9) Location, and (10) Pleasant Stay. Support for the hypothesised paths between Service Quality, Value (price), Satisfaction, and Favourable Behavioural Intentions was confirmed. The results of the regression analysis make a contribution to the service marketing theory by providing an empirically based insight into the Service Quality construct in the motel industry. The study also provides a framework for understanding the effects of the three primary dimensions on Service Quality and how Service Quality affects Value (price), Satisfaction, and Favourable Behavioural Intentions. Value (price) was also empirically supported as an important predictor variable that has a moderating effect on the relationship between service quality and customer satisfaction.

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Zhang, Ronglin. "Complex System Optimization : Subtask of Interactive Service Supporting System in Modern Service Industry." Thesis, Uppsala University, Department of Information Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-98324.

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This report is a work description and summary for complex system optimization which is a sub-task of interactive service supporting system in modern service industry.

There are seven parts in total of the report. The first part is project introduction. It introduces the origin and general background of the project. The second part is a summary of pre-study work, including the pros and cons of existing approaches and techniques to be used in the project. The third part is the system design. It not only gives functional requirements, indicates runtime environment, but also describes in detail the system architecture and several basic but important design ideas. The fourth part is the system implementation. The final system release is also given in the end of this part. Afterwards is conclusion part which sums up the whole work. In the end, there are abbreviations list and references for this report.

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Löfgren, Ludvig, and Anna Östlund. "Service Brand Avoidance : A qualitative study of the drivers in the service industry." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Marketing and Logistics, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-30270.

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Abstract Background

Branding is a significant asset for a company, and can provide a firm with sole association and a special meaning for the consumer. Consumer research generally stresses the idea of positive consumption of brands and a gap in the consumer behaviour studies regarding brand avoidance can be exemplified. Subsequently, brand avoidance has recently received more attention, as the importance to identify what brands consumers deliberately avoid is as valuable to recognize. In order to get a more comprehensive image of the market, the relevance to examine the drivers of service brand avoidance has been identified. Purpose The purpose of this paper is to investigate the drivers of why people deliberately avoid certain service brands. Based upon the purpose, three questions have been framed: What are the drivers of brand avoidance in the service industry? How can the drivers identified connect to previous research, primarily made by Lee et al. (2009b) and later revised by Knittel et al. (2016)? Is it possible to draw conclusions regarding all services? Method The thesis is mainly exploratory in its nature due to the insights that is required in order to investigate people’s behaviour. The data has been collected through 16 semi- structured interviews where participants have shared their stories connected to service brand avoidance. The data has then been interpreted and in most cases been connected to previous literature. Conclusion Most consumers avoid several types of service brands, both deliberately and unconsciously. The findings from interviews have been connected to previous literature, but also some new conclusions have been made regarding the service industry. Five categories with sub-themes have been identified and linked to earlier studies by Lee et al. (2009b) and Knittel et al. (2016); experiential, identity, moral, deficit-value, and marketing avoidance. The findings show a deeper knowledge of brand avoidance but solely in the service industry.

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Kress, Markus. "Intelligent business process optimization for the service industry." Karlsruhe KIT Scientific Publ, 2009. http://d-nb.info/1002579678/04.

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Pusaksrikit, Paween. "How does Knowledge Management improve the Service Industry?" Thesis, Jönköping University, JIBS, Business Informatics, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-590.

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In twenty-first century, the industry competes heavily. Entrepreneurs try to use technology to develop their business. However, using technology generates high costs. So companies need to find a new way to survive by using the existing resources to gain maximum benefit. Knowledge management is one of interesting alternatives as it can deliver competitive advantage such as greater competencies and synergy, more balanced decisions and less errors, more creativity and innovation, broader collaboration and knowledge sharing, and easier links to expertise and deeper understanding.

This paper deals with various aspects of knowledge management particularly concentrating on knowledge sharing in service industry. Issues in the context of different data sources and the research with qualitative methodology create the in-depth knowledge to understand how to do knowledge work for gaining competitive advantage. The emphasis is placed on analysis and evaluation of problems and barriers of both cases as applied from all data collection.

In the paper, each chapter has the following set-up. Chapter 2 highlights methodology. The qualitative approach has been used to obtain information and provide data analysis. A complete analysis of knowledge management has been developed by using a case study method with secondary data to analyze how service industry uses knowledge management to manage in its sector. Chapter 3 gives theoretical frame of reference. The definitions of knowledge and culture are explained. Problems and barriers of knowledge sharing are also presented. Chapter 4 gives analysis. Conclusion is presented in the final chapter. The findings show that to improve service and customer satisfaction, the industry has to find out and use knowledge management appropriately. Knowledge management helps reducing time to find information and sharing decision making. For the last part, the discussion and recommendation from culture and knowledge affecting knowledge management in the companies has been reported. Because of the time limitation of the study, the paper focuses only on the section of service industry. An area for further study would be using other research methods such as interview to gain more in-depth understanding and survey to increase reliability and validity of this topic.

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Larsen, Christer-Andre. "Financial Aspects of the Online Gaming Service Industry." Thesis, Norges teknisk-naturvitenskapelige universitet, Institutt for telematikk, 2011. http://urn.kb.se/resolve?urn=urn:nbn:no:ntnu:diva-13492.

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The goal of this thesis is to identify and analyze the dominant revenue models in the OGS industry, as well as the logic behind the choice of a specific model. Identification of the prevalent models and their characteristics would in conjunction with results from previous research in the field provide a complete overview of the financial aspects of OGS operation.The goals of this thesis was reached through an analysis of the business model of Microsofts Xbox LIVE (XBL) service, one of the leading console platform OGSs, in conjunction with a similar case study of Blizzard Entertainments Battle.net service presented in former work by the author. Both case studies include all aspects of the business model, according to the business model ontology defined by Alexander Osterwalder in his PhD dissertation.The five identified dominant revenue models are the subscription, advertisement, micro transaction, digital distribution and additional sales model. From the provided estimates, the subscription, micro transaction and digital retail model are the most profitable among the five as standalone models. However, the study has shown that most successful OGSs utilize several revenue models in conjunction in order to reduce the negative effects associated with each one individually. In addition, the use of several models improves price differentiation possibilities, which in many cases may lead to increased revenue. While the pricing strategies among the services are many, the specific implementations of the dominant models among the studied services imply that the willingness to pay among OGS users are low for features and content not personally valued by each individual user.The general cost structure of OGSs has also been updated with additional results uncovered through this research. For an OGS relying on micro transactions and digital distribution for revenue, this study has shown that the bandwidth and support costs increase substantially compared to a service without digital distribution, even outgrowing the hosting costs for the service itself. Thus, favorable partnerships and other means to reduce bandwidth costs may be seen as equally important cost saving initiatives as those outlined in former work.

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Mohra, Majid. "Service delivery process in the retail banking industry." Thesis, University of Nottingham, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.288973.

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Ho, Lai-chu, and 何麗珠. "Waste management in in-flight catering service industry." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2000. http://hub.hku.hk/bib/B42575394.

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Wong, Yiu-Man. "Service-based strategy in the air express industry." Thesis, University of Warwick, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.368860.

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Khan, Amin. "Percieved service quality in the air freight industry." Thesis, Cranfield University, 1993. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.359442.

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Cheng, Shao-Cheng, and 鄭紹成. "Service Failure, Service Recovery and Customer Respond in Service industry." Thesis, 1997. http://ndltd.ncl.edu.tw/handle/92372228512882135112.

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博士
文化大學
國際企業管理研究所
85
Although the issues of service failure, service recovery and customer respond had been discussed by researchers, the moderating effect of service recoveryon customer respond remain unclearly. Therefore the problem of this study is intending to find out customer respond to service failure regarding to its service recovery. 803 copies of CIT questionnaire survey was taken as the empirical data and the findings are as follows:56.4% of these people think that it is good to receive service recovery. However, 43.6% of them thinks that it is bad. Such result shows that it still can not satisfy customer even if service recovery has been taken. Customer gives highest evaluation when service recovery comes free charge. On the contrast, the lowest evaluation comes to no service recovery. Apart from oral apology, additional physical things surely enhance service evaluation. The influence of service recovery on purchase intention is positive. Different service recovery satisfaction degree shows different purchase intention. The higher the satisfaction degree,the more positive the purchase intention. The moderating effect of service recovery on customer complain behavior(CCB) is also positive. The customer whodid not receive service recovery, their CCB will be private complain(47.39%) and voice complain(36.97%). The percentage has significant changing.Goodwin & Ross proposes that interaction fairness causes different customer response. The research based on this concept. From the reasoning process, it can also imply interaction fairness to the influence of service recovery on CCB. That is a serendipity of this study.

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Chen, Chia-Wen, and 陳佳玟. "The Comparison on Factors Affecting Adoption of Cloud Computing Service for Small and Medium Service Industry and Technical Services Industry." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/75392709014303601492.

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碩士
國立高雄第一科技大學
行銷與流通管理研究所
103
Currently, cloud computing is the development trend of information technology. Taiwanese companies are mostly small and medium-sized enterprises (SMEs). The service sector is the main part of the whole industry. Also, the lack of resources for SMEs result in the output value of service sector declining in recent years. To enhance the competiveness of SMEs, Adoption of cloud computing service is a good tool. However, the successful adoption of cloud computing service for SMEs is few. To enhance the successful rate of cloud service adoption, to understand factors affecting SMEs adoption of cloud service. Therefore, this study collected factors that affect Taiwanese enterprises adopting cloud service and constructed a three layer factor table based on theoretical frameworks of ‘Technology - Organization – Environment’ (TOE). A pairwise questionnaires was designed and distributed to experts of service industry and technical service industry of SMEs. Then analytic network process (ANP) is used to obtain weightings of factors. Finally, this study made a deeply comparative analysis and provide some implications and contributions. The results can provide a reference for SMEs adopting cloud computing service, cloud computing service providers for drawing customized marketing strategies and for government drawing a cloud service promotion policy so as to assist SMEs successfully adopting cloud computing service to enhance the competiveness of SMEs.

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Wang, Kuan-Wen, and 王冠文. "Innovational Service of Beauty Industry." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/16350629968866047348.

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碩士
國立交通大學
工業工程與管理系所
97
The main objective of this study is to present an analysis of innovated products and services for beauty industry based on the needs and consumer behaviors of Taiwanese consumers. The ability of capturing consumers’ needs and interests is the key to success for developing new products. Scenario approach is user-oriented strategy for new product design. Scenario approach can be utilized to identify the market demands. This study utilized the questionnaires to collect the information of Taiwanese consumers regarding the beauty products and services. According to Cluster Analysis, Taiwanese consumers can be classified into one of the three categories – self awareness, social acceptance, and self image promotion. After that, combining the survey result of Taiwanese consumers and the scenario approach, “Dream Stage”, “Eco Beauty Center”, and “Fitness Monitor”, are the innovational products that cater to the three consumer categories. Finally, using the decision tree model and Visual Basic for Applications (VBA) to classify a new consumers to one of the three beauty clusters. It can promote the innovational products and services effectively. The result of this study suggests innovational products and services suitable for each consumer cluster. It’s also provides good references for future study, industrial products and services development.

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薛朝龍. "Relationship Marketing in Service Industry." Thesis, 1997. http://ndltd.ncl.edu.tw/handle/64451978794452732811.

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35

Ho, Cheng-Yi, and 何正義. "The study on Service Facility allocation in Service Industry." Thesis, 1998. http://ndltd.ncl.edu.tw/handle/78822595339861366228.

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碩士
逢甲大學
土地管理研究所
86
Owing to the growth of economy in the recent years,the productivity and the amount of population involved in the service industries are increased significantly.With the service industries,there have been many problems management. Lines area common phenomenon in the service industries and effect the customer''s impression of the service system.Furthermore ,in the service system, customers are involved in the procedure of the services.In the other words, to achieve a more efficient management system. By using the measurement of the customer''s tolerable queuing time as the foundation of the queuing management in service industries and the point of view of the industry engineering,we can divide the queue management into a system design part and an operation managementpart.The designed model in the queuing system and the method of operation management can be set up separately in order to get the optimal adjustment in the resources of the service. It satisfies the customer''s different needs and solves problemsin the queuing manbagement.

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36

Chun-Yi, Yu, and 余俊儀. "Service Failure and Service Gap in the Restaurant Industry." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/05803941729361865841.

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碩士
大葉大學
人力資源暨公共關係學系
99
The purpose of this study is to investigate the expectation gap of the conceptual model of service quality (PZB). The participants in this study were from restaurants’ industry. Through the cognitive perspectives of interviewing the service providers and the analyzing the negative consuming experiences of customers, this study is with the “Subjective Sequential Incidents Technique” (SSIT) method to find out the difference between recognition from customers and service providers about the service failures, and present categories and definitions of four recognition gaps. With the second type of the recognition gaps, it was divided into eight forms. Taking advantage of them, this study analyzed and generalized for redeeming the inexperienced part of customers in the past on the conceptual model of service quality (PZB).

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37

Lin, Kun Liang, and 林昆諒. "Empirical Study on Service Quality of Information Service Industry." Thesis, 1994. http://ndltd.ncl.edu.tw/handle/16983399841916862020.

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38

Lee, Shin-Han, and 李詩涵. "Employees’ Proactive Service Behavior in the Information Service Industry." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/38920366708804521422.

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碩士
國立臺北大學
企業管理學系
101
Due to the E-Business and the internationalization trend, here are already 72.78 percent of Taiwan enterprises adopt the ERP system. Information services industry has deeply rooted in each industry, helping internal members to communicate more quickly, accurately, and to improve the efficiency of the enterprises. However, there are few studies on the Information Service Industry, especially in the aspect of service behavior. Based on the relevant literature of proactive behavior and proactive postsales service, this research proposes a model of the proactive service behavior and which through self-efficacy to connect each pre-factors. This research collected 250 observation from staffs of information service companies. This research found that the proactive service behavior is affected by self-efficacy. Furthermore, this study shows that three proposed antecedents can trigger proactive service behavior through self-efficacy. Overall this research is show a consideration of the key managerial and implications in Information service industry.

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Chen, Yu-Pin, and 陳玉彬. "The Innovative Service and Service Quality in Internet Service Channel－VPN Industry." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/29csk7.

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碩士
國立臺北科技大學
管理學院經營管理EMBA專班
100
Due to the rapid progress of technology and communication development applications in the market in recent years, Telecommunications services are driven to the field of multiple services. Traditional exclusive market has been insufficient to meet the actual demands from the enterprise market, to let industry and channels face more challenges and threats. To face the external competition in this industry with the same services, and apply the price competition to plunder the users and the markets in such a competitive business environment, we must be able to find the product differentiations to enhance the products competitive advantage in order to sustained profitability and sustainable competitive advantages. The industry differences within the market segments are also very important, so the enterprise''s business strategy is also important for the company to meet customer demands. We must first understand what the company basic customers’ demands to adopt customer-oriented point of view, but not the non-product-oriented point of view. It probably makes the original companies in different industries become competitors to the same industry due to the evolution of customer demands and the progress of new technology. This study will examine the part within the industrial services innovation and service quality, and also look for the other opportunities in the VPN (Virtual Private Network) service industry.

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40

"Service marketing: a case study on the automotive service industry." Chinese University of Hong Kong, 1996. http://library.cuhk.edu.hk/record=b5888683.

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by Lee Tak Wah.
Thesis (M.B.A.)--Chinese University of Hong Kong, 1996.
Includes bibliographical references (leaf 93).
ABSTRACT --- p.iii
TABLE OF CONTENTS --- p.v
LIST OF TABLES --- p.vii
ACKNOWLEDGEMENT --- p.viii
Chapter
Chapter I --- BACKGROUND --- p.1
Service Product --- p.1
Passenger Car Market Size --- p.1
Service Providers --- p.1
Size of the Industry --- p.2
Investment Return of the Distributor --- p.3
The Global Market Trend and Strategy --- p.4
Chapter II --- LITERATURE REVIEW --- p.6
Customer Satisfaction --- p.6
Understanding Service --- p.7
Developing the Strategy --- p.8
Tools for Service Marketers --- p.11
Competing through Quality & Productivity --- p.14
An Integrative Framework for Marketing Service --- p.15
Chapter III --- OBJECTIVE & METHODOLOGY --- p.16
Secondary Data Analysis --- p.16
Problem Statement --- p.26
Research Objective --- p.27
Scope --- p.27
Chapter IV --- PERSONAL INTERVIEW --- p.28
Sampling --- p.28
Conducting the Interview --- p.29
Question Guidelines --- p.29
Profile of the Interviewees --- p.30
Summary of the Interview --- p.30
Chapter V --- CUSTOMER SURVEY --- p.34
Methodology --- p.34
The Questionnaire --- p.35
Field Work --- p.38
Findings of the Survey --- p.39
Chapter VI --- CONCLUSION --- p.46
Alternative Strategy One - Cost Leadership --- p.47
Alternative Strategy Two - Product Differentiation --- p.48
Final Remarks --- p.49
APPENDIXES --- p.51
BIBLIOGRAPHY --- p.93

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41

Jhong, Cheng-Yun, and 鍾承運. "An Employee’s Social Capital and Service Innovation in Service Industry." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/88106083561891878231.

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碩士
明志科技大學
經營管理系碩士班
101
Innovation has been the focal point of discussions in academics and among practitioners. Studies show that the accumulation of social capital can be achieved via knowledge sharing, interpersonal activities and collaboration among internal members of an organization, and the accumulated social capital can drive innovations. However, scholars have yet to reach a consensus view regarding whether social capital is related to service innovation behavior. This study seeks to fill in the research gap by exploring the relationship between these two factors. This study examines the relationship between social capital and service innovation behavior of members in a given organization in the hotel and restaurant industry (as representatives of the service industry). The sample is the companies with over NT$100 million in capitalization and sizable human capital or public relation resources, according to data from Common Wealth Magazine, China Credit Information Service Ltd and Tourism Bureau, Ministry of Transportation and Communications. A questionnaire survey is conducted to gather sample data. A total of 445 questionnaires are issued and a total of 300 usable ones are returned. This study uses a structural equation model to test the hypotheses. The results indicate that (1) the higher the social capital owned by the employees in the hotel and restaurant industry, the higher their service innovation behavior; (2) gender is a factor that affects individuals’ service innovation behavior in the hotel and restaurant industry. Finally, this study discusses the research findings, presents the management implications and suggests follow-up studies, for the reference of the academics and practitioners.

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42

Farid, Muhammad, and 穆莫德. "Development of Service Innovation Model for the Automobile Service Industry." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/3s4k9c.

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博士
國立高雄科技大學
工業工程與管理系
107
The main aim of this study is to develop a service innovation model for the automobile service industry. This study begins conducted a literature review to identify relevant service innovation model. The aim of this study is to provide a review and an analysis of the literature regarding service innovation models for service industries. In certain, we analyzed study about concept of service innovation, basic model, dimension of model, research method, and industries sample. Using a Systematic Literature Review (SLR) method, we have reviewed publication from a population of 1188 papers during 2011-2016 periods, and then we identified 7 primary studies. From the six points we analyzed, illustrates that basic model that became the references to create conceptual model. In addition to using references derived from service innovation model previously, also built based on theoretical formulations relevant to the concept of innovation. The other side, it gives information that develop a model can be sourced from other theories. Furthermore, the industry that became sample of research needs to be a concern given the characteristics of each industries based on the type of innovation offered in order to accurately measure the service innovation. The result of the literature study, then became an option to compile develop the conceptual of service innovation model. The second develop a service innovation model using structural equation model. The conceptual model adopted with a combination model of den Hertog (2000) and Thakur and Hale (2013). Also using model of Farid and Wiratmadja (2011) to develop manifest variable according automobile industry characteristic. Data about the industry’s perception of service innovation are collected from questionnaires in Kaohsiung, Taiwan. Samples were collected from 61 authorized automobile service centers and 85 respondents to participate answer the questionnaire. The results indicate that customer demand, competition, and a knowledge-based network as enabler’s factors are positively correlated to service innovation. Furthermore, a new service concept, new client interface, new service delivery system, and new technology options are positively related to service innovation. Finally, service innovation has a significant positive effect on firm’s performance. This study developed an effective service innovation model of the automobile service industry.

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Wei, Jiayi, and 魏嘉怡. "The Relationships between Beautician Service Behavior and Service Quality on Beauty Service Industry." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/60634529893151068943.

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碩士
中國科技大學
運籌管理研究所
99
Abstract Due to the improvement of global economic, biotechnology and medical technology, as well as more people pay attention to health care and body/skin maintenance in recent years, the cosmetology industry is growing very fast and becomes one of the biggest service trades. In this study, we discussed whether the service behavior of cosmetologists can affect the service quality in a positive way and will salary and occupation cause any influence. We surveyed 850 customers in Hsinchu County through questionnaire and retrieved 800 effective questionnaires for analysis. According to the result, the service behavior of biotechnologists will have positive effect on five variables of customers’ feeling, including “tangible”, “reliability”, “feedback”, “certainty” and “sympathy.” Besides, “salary” can affect both service behavior and service quality. According to the result, biotechnology industry could build up its own innovative service value, strengthen cosmetologists’ attitude when serve customers and improve their working ability, or can launch a comprehensive service quality management to provide customers high quality service.

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Chen, Chiu-chiung, and 陳秋瓊. "The competitiveness of beauty service industry." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/6wwxes.

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碩士
國立中山大學
人力資源管理研究所
102
Working population to total population in the service industry in Taiwan, from 53% in 1980, up to 68.8% to 2011, but service from Taiwan’s contribution to the growth of the industry is not higher than GDP from 2002 to 2010. The average of GDP growth rate of 5.3%, but services contributed only 3.2% which is representative of Taiwan’s service industry there is still much room for growth. Recently government signed ECFA with China and recently the two sides discussed the terms of trade in services, are to explore business opportunities in the service industry. It is not only forward to China and also to serve the international overtaken preparation. By the early small shops expends to multi-function shops and develop deeply, widely and create differentiated for beauty service industry. In this study, three beauty services company through interviews to understand the characteristics and key success factors of the beauty industry. Through case-depth interviews releases and with relevant literature, derive four propositions: Proposition 1: The brand has a positive relationship for competitiveness Proposition 2: Culture is positively related to competiveness Proposition 3: Innovation for competitiveness has a positive relationship Proposition 4: Organizational culture has a positive relationship with the brand From the four propositions, we can derive the following 2 important conclusion: 1. Brand, culture and innovation for competitiveness have a positive relationship, and culture also has a positive relationship with brand. Beauty service is supportive culture though literature reviews. The organization is an open, harmonious, full of trust and support, emphasis on cooperative team. Focus on service and process innovation to retain customer and build up public praise, also the ways to maintain sustainable competitiveness. 2. It is important who have multi-learning and learning to be self-motivated in the beauty services. The certificate of cosmetology is basic. Also need to have a simple medical knowledge, such as traditional Chinese medicine the meridian, essential oils unilateral compound chemical knowledge. Even to the soul must have covered. In additional to solve the problem of appearance, have to solve the psychological problem. Team collaboration service can create customer value but also the best way to get the trust of your customers.

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45

Chen, Li-chi, and 陳麗吉. "EXTERNAL SEARCH BEHAVIOR IN SERVICE INDUSTRY." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/13031854901266903326.

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碩士
國立臺灣大學
商學研究所
88
Information search is one of the important steps in the process of consumer purchase strategy. This study attempts to improve the explanation of information-search behavior in service industry. The objective is to measure price-search behavior and non-price search behavior in a more direct way. Limited by finance and time available, this study chooses colleges students as the main interviewees. And choosing high- price service--Foreign language center and low-price service--barber shop as the representative service products. The conclusions of this study are presented as follows: 1.No matter for high-price service or low-price service, the consumption experience and market maven explain significant amounts of variation in price search behavior and non-price search behavior. 2.No matter for high-price service or low-price service, consumers who perceive a wide dispersion of prices will search more price information than consumers who perceive a narrower dispersion of prices. And there is no relationship between non-price search behavior and dispersion of price. When consumer focus on price information, he will do more price search. 3.No matter for high-price service or low-price service, limitation of mobility explain significant amounts of variation in non-price search behavior. That because non-price is a subjective factor, consumers have to experience these service products. So the limitation of mobility is related with non-price search behavior. 4.Only for low-price service product, gender is one factor that will influence price search behavior and non-price search behavior. Female does more information search than male does in low-price service product, because female is more interested in the topic about beauty than male is.

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Xie, Li Zhen, and 謝麗貞. "The quality analysis of service industry." Thesis, 1994. http://ndltd.ncl.edu.tw/handle/69821402320418817732.

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47

Hsieh, Kun-Fen, and 謝坤芬. "The Service Quality of Logistics Industry." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/98718043864586133014.

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碩士
淡江大學
國際商學碩士在職專班
94
Industry infrastructure is changed by globalization. The competition between organizations is changed from internal improvement of department functions to external competition of supplying the greatest efficiency of a whole supply chain. Under the idea of division among specialized departments, the third-party logistics company arises at the very moment, but how to use good professional logistics services in order to reach company cost reduction and efficiency is a subject that all enterprises must pay attention to. This research pertains to the description of Tait Marketing and Distribution Co., Ltd. which is the major subject in a case study. Applying in-depth interviews this study tries to explore how to evaluate, expect, and perceive services offered by the logistics industry personnel under a determined supply chain structure. In addition, the impact from the service quality offered by the third-party logistics company on the attitudes toward the outsourcing of distribution practices is also examined. Meanwhile, this study wants to help the logistics company obtain some knowledge of customer''s demand so as to apply resources in the most needed areas that have to get immediate improvements. Based on the result of this study, service quality offered by the third-party logistics company meets the customer''s expectation. Nevertheless, managers of the third-party logistics do not perfectly understand customers’ demand. They frequently neglect the suitability issues of various supply chain services. As a result, resources are deployed in those services items that customers do not pay attention to.

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48

Góis, Diogo. "McDonald´s: quick service restaurants industry." Master's thesis, 2018. http://hdl.handle.net/10362/49553.

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49

Chiang, Lan-Yin, and 江嵐茵. "Service Innovation for the ESCO Industry." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/32804570871567785150.

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碩士
國立交通大學
科技管理研究所
99
This thesis applies an integrated model of innovation intensive services (IIS) to portray the future strategic prospects of Service Innovation for the ESCO Industry. Research methods include literature review, expert interview, questionnaire and statist iced analyses to assess key success factors of value activities and externalities. Results show the present positions as Generic Service / Process Innovation. In the next 5 years, it is expected to move to the position of the Unique Service / Process Innovation. The critical core competences include Design, Validation of Testing, Marketing, Delivery, After Service and Supporting Activities, while the critical externalities activities include Complementary Activitives Supplier, R&D/Science, Technology, Production, Servicing, Market and Other Users. Research results provide a mechanistic understanding of Service Innovation for the ESCO Industry. Meanwhile, they complement current academic references.

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Wu, Yi-Jie, and 吳依倢. "Service Quality in Taiwan’s Hairdressing Industry." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/7nz6mj.

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碩士
台南應用科技大學
生活服務產業系生活應用科學碩士班
105
Serice quality of the hairdressing industry affects customers that will come back or not. The service quality of the hairdressing industry have a direct impact on the consumers, if the quality of service is to be improved, the quality of services should be measured. Therefore, the purpose of this study is to develop the evaluation criteria of service quality for the hairdressing curriculum in customers.Then we analyze the collected data to extract the main factors. The results found that the scale can be divided into three facets, including " physical environment quality ", " outcome quality ", and " problem solving." The scale consists of 12 items with good reliability and validity. The classification results show that the 5 elements of attractive quality, 5 elements of one-dimensional quality, 1 element of indifferent quality, 1 element of reverse quality.

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