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315
Service portraits in service research: a critical review
- International Journal of Service Industry Management
, 2005
"... Purpose – Focusing on one main research question: how is the phenomenon “service ” portrayed within service research?, the aim is to describe and analyze how the concept of service is defined, how service characteristics express the concept, the relevance of the existing “service portraits”, and to ..."
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Cited by 56 (4 self)
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Purpose – Focusing on one main research question: how is the phenomenon “service ” portrayed within service research?, the aim is to describe and analyze how the concept of service is defined, how service characteristics express the concept, the relevance of the existing “service portraits”, and to suggest a new way of portraying service. Design/methodology/approach – A literature search was carried out in order to find definitions of the service concept and expressions about the service characteristics. Databases were searched and 34 articles were used for further analysis. The same procedure was carried out for service characteristics. The articles that were chosen by the databases were reviewed thoroughly and those most relevant to the search topic were chosen. Sixteen leading scholars who had been shaping the service research field were also asked two basic questions. Findings – The analysis of the concept of service and service characteristics shows that the definitions are too narrow and the characteristics are outdated as generic service characteristics. It is suggested that service is used as a perspective. When service is portrayed as a perspective, the approach is clear: it depends on who is portraying the service and on the purpose. If service
A shared service terminology for online service provisioning
- In Proceedings of the Sixth International Conference on Electronic Commerce (ICEC04
, 2004
"... An extensive literature research in the fields of IT and business science reveals that service-related terms as service and e-service have multiple interpretations within business science, information science and computer science, resulting in confusion. These three communities take part in the mult ..."
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Cited by 54 (1 self)
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An extensive literature research in the fields of IT and business science reveals that service-related terms as service and e-service have multiple interpretations within business science, information science and computer science, resulting in confusion. These three communities take part in the multidisciplinary process of realizing e-Commerce scenarios for services. Each community has its own role in e-service offering, and uses its own terminology. In this paper we analyze the different perspectives that these three communities have on the online service provisioning concept. We introduce different meanings of service-related terms in the three communities, and use a real-world case study to show how all three perspectives and terminologies need to be joined with each other for the realization of collaborative e-Commerce scenarios for service offerings on the Semantic Web.
Adopting a service logic for marketing
"... Abstract. Following the article by Vargo and Lusch (2004) the use of a servicedominant logic has become an international topic for discussion. In the present article, following the research tradition of the Nordic School the contribution of service marketing to marketing at large is discussed. In th ..."
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Cited by 23 (1 self)
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Abstract. Following the article by Vargo and Lusch (2004) the use of a servicedominant logic has become an international topic for discussion. In the present article, following the research tradition of the Nordic School the contribution of service marketing to marketing at large is discussed. In this article a service logic is compared to a goods logic. It is concluded that a service logic fits best the context of most goods producing businesses today. These conclusions are similar to those proposed by Vargo and Lusch (2004). However, there are differences as well, as the approach of the Nordic School is to study services directly in their marketing context and report on how changing marketing contexts influence the logic required for effective marketing. Key Words Service logic service marketing service logic in marketing marketing theory
Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector
- in Bangladesh. International Trade & Academic Research Conference (ITARC
, 2010
"... The main objective of this study is to find the interrelationships between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. The study sought to identify the most important attributes in bank settings, which may be used to review chara ..."
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Cited by 20 (0 self)
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The main objective of this study is to find the interrelationships between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. The study sought to identify the most important attributes in bank settings, which may be used to review characteristics of the banks as experienced by customers. In Bangladesh, no study has yet investigated the above mentioned interrelationship. The purpose of this study is to fill this gap. A review of literature was conducted to find out the relationship among service quality, customer satisfaction and customer loyalty. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 100 retail banking customers was drawn from different banks in Bangladesh. The result shows that all the service quality attributes are positively related to customer satisfaction and customer satisfaction is positively related to customer loyalty in the retail banking settings in Bangladesh. Empathy demonstrates the highest positive correlation with customer satisfaction and tangibility shows the least positive correlation with customer satisfaction. This study suggests that SERVQUAL [service quality model] is a suitable instrument for measuring the bank service quality in the Bangladeshi context. Therefore, bank managers can use this instrument to assess the bank service quality in Bangladesh.
Value webs: ontology-based bundling of real-world services
- IEEE Intell. Syst
, 2004
"... Real-world service production involves a mixture of in-tangible and physical elements, including goods, acts as well as people required for delivery. In many cases, com-panies are not offering just a single service to a customer, but a more or less interrelated collection of them: service bundles. T ..."
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Cited by 15 (9 self)
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Real-world service production involves a mixture of in-tangible and physical elements, including goods, acts as well as people required for delivery. In many cases, com-panies are not offering just a single service to a customer, but a more or less interrelated collection of them: service bundles. This makes it possible to have a broader and bet-ter coverage of customers ’ needs, and at the same time achieve scale and scope efficiencies in service cost by shar-ing and reusing service elements. In this article we show that business analysis and design of real-world service bun-dles stand to benefit from an interdisciplinary semantic ap-proach. Specifically, we discuss a component-based ontol-ogy for real-world services, associated methods and tools for visual modelling, and knowledge-based configuration of service bundles, with applications from online events orga-nization and the energy industry.
An ontological approach for eliciting and understanding needs in e-services
- Advanced Information Systems Engineering (CAiSE 2005
, 2005
"... Abstract. The lack of a good understanding of customer needs within eservice initiatives caused severe financial losses in the Norwegian energy sector, resulting in the failure of e-service initiatives offering packages of independent services. One of the causes was a poor elicitation and understand ..."
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Cited by 14 (3 self)
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Abstract. The lack of a good understanding of customer needs within eservice initiatives caused severe financial losses in the Norwegian energy sector, resulting in the failure of e-service initiatives offering packages of independent services. One of the causes was a poor elicitation and understanding of the e-services at hand. In this paper, we propose an ontologically founded approach (1) to describe customer needs, and the necessary e-services that satisfy such needs, and (2) to bundle elementary e-services into needs-satisfying e-service bundles. The ontology as well as the associated reasoning mechanisms are codified in RDFS to enable software support for need elicitation and service bundling. A case study from the Norwegian energy sector is used to demonstrate how we put our theory into practice.
Serviguration: Towards Online Configurability of Real-World Services
- In Proceedings of the Fifth International Conference on Electronic Commerce (ICEC03
, 2003
"... Current eCommerce is still mainly characterized by the relatively straightforward trading of commodity goods. Nextgeneration efforts in worldwide information infrastructure, especially the Semantic Web and Web Services, contribute some necessary, but not sufficient, steps on the way to much more adv ..."
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Cited by 14 (6 self)
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Current eCommerce is still mainly characterized by the relatively straightforward trading of commodity goods. Nextgeneration efforts in worldwide information infrastructure, especially the Semantic Web and Web Services, contribute some necessary, but not sufficient, steps on the way to much more advanced business scenarios, such as collaborative design over the Internet of sophisticated goods and services. This paper discusses additional steps needed to achieve collaborative eCommerce concerned with real-world services. First, a component-based description of services and what they contain is needed, such that electronic design and production of services can be simplified to a configuration task: ‘serviguration’. Second, a configurable service approach must be linked with a clear conception of customer value over the Internet, such that it is ultimately expressable in computational terms. We discuss associated requirements and generic components, in the form of a service ontology needed to achieve online configurability of real-world services in a Semantic Web environment.
Designing Multi-Interface Service Experiences The Service Experience Blueprint
"... (SEB), a multidisciplinary method for designing multiinterface service experiences, and illustrates its application with two case examples of the redesign of the service experiences of a multichannel bank. The SEB method starts by studying the customer service experience to understand customer exper ..."
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Cited by 13 (0 self)
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(SEB), a multidisciplinary method for designing multiinterface service experiences, and illustrates its application with two case examples of the redesign of the service experiences of a multichannel bank. The SEB method starts by studying the customer service experience to understand customer experience requirements for different service activities and how these requirements can be satisfied through alternative service interfaces. Based on this analysis, the multi-interface service is designed to allocate service activities to the interfaces best suited to provide the desired experience, defining channel specialization and integration. Finally, with the SEB method each service interface is designed to best leverage its unique capabilities and guide customers to other service interfaces whenever that interface better enhances the overall customer experience. By incorporating the contributions of service management, interaction design, and software engineering, the SEB method is a multidisciplinary tool and terminology for service design.
Energy Services: A Case Study in Real-World Service Configuration
- IN PROCEEDINGS OF THE 16TH INTERNATIONAL CONFERENCE ON ADVANCED INFORMATION SYSTEMS ENGINEERING (CAISE 2004
, 2004
"... Current eCommerce is still mainly characterized by the trading of commodity goods. Many industries o#er complex compositions of goods based on customers' specifications. This is facilitated by a component-based description of goods, supported by a variety of product classification schemes, ..."
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Cited by 10 (7 self)
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Current eCommerce is still mainly characterized by the trading of commodity goods. Many industries o#er complex compositions of goods based on customers' specifications. This is facilitated by a component-based description of goods, supported by a variety of product classification schemes, e.g., UNSPSC and eCl@ss. These focus on physical goods -- wrongly referred to as products -- rather than on services. Services are
