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96
The effect of relationship marketing orientation on business performance in a service-oriented economy
- Journal of Services Marketing
, 2002
"... The purpose of this study was to investigate the link between relationship marketing ori-entation and business performance in the hotel industry. Data were generated from 63 hotels in Hong Kong. The findings indicate that relationship marketing orientation was positively and significantly associated ..."
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Cited by 26 (0 self)
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The purpose of this study was to investigate the link between relationship marketing ori-entation and business performance in the hotel industry. Data were generated from 63 hotels in Hong Kong. The findings indicate that relationship marketing orientation was positively and significantly associated with marketing performance and financial per-formance of a hotel. Implications of the findings are discussed, and limitations of the study as well as further research directions are addressed.
Bringing IT back: An Analysis of the Decision to Backsource or Switch Vendors,” Decision Sciences 37(4
, 2006
"... Whereas the decision to outsource information systems (IS) has been an important focus in IS research and practice, the decision to switch vendors or to backsource has received little attention. Evidence suggests that in practice, however, the decision to backsource or to switch vendors is becoming ..."
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Cited by 18 (0 self)
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Whereas the decision to outsource information systems (IS) has been an important focus in IS research and practice, the decision to switch vendors or to backsource has received little attention. Evidence suggests that in practice, however, the decision to backsource or to switch vendors is becoming increasingly common as firms vie for ways to continue to cut information technology (IT) costs and improve IT service levels. This research specifically examines the factors associated with the decision to backsource or to switch vendors. Based on a sample of 160 IT managers involved with application development, we compare and contrast the perceptions of those who switched vendors, backsourced, or continued in an outsourcing relationship for application development. Our findings suggest that product quality, service quality, relationship quality, and switching costs are related to the decision to backsource application outsourcing. However, service and product quality did not influence the decision to switch vendors. Rather, firms that made the decision to switch vendors reported high levels of service and product quality but low levels of relationship quality and switching costs.
Customer-sales employee encounters: a dyadic perspective
- Journal of Retailing
, 2002
"... Although researchers have suggested that the performance of the salesperson during sales encounters is critical, many of the underlying mechanisms that govern the interaction between salespersons and customers are still unclear. In this research, we investigate sales encounters from a new approach b ..."
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Cited by 12 (0 self)
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Although researchers have suggested that the performance of the salesperson during sales encounters is critical, many of the underlying mechanisms that govern the interaction between salespersons and customers are still unclear. In this research, we investigate sales encounters from a new approach based on the field of research of interpersonal perception. Results demonstrate that drivers of customer satisfaction may also be satisfying for the contact employee. Additionally, we find that customer satisfaction is not only determined by the customer’s own perceptions, but also by the perceptions of the employee. Similarly, employee satisfaction is driven by the customer’s perceptions. Finally, our study identifies that perceptions of employee performance and satisfaction do not only reflect the unique interaction between the customer and the employee, but also relatively stable characteristics of the employee. © 2002 by New York University. All rights reserved.
Towards an Improved Understanding of Industrial Services: Quality Dimensions and Their Impact on Buyer-Seller Relationships
, 1999
"... The rapidly growing field of services marketing has had a strong focus on consumer services. This article deals with industrial services, i.e., services provided by a manufacturing company to organizational customers. The authors suggest a triangular model of industrial service quality involving a d ..."
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Cited by 12 (1 self)
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The rapidly growing field of services marketing has had a strong focus on consumer services. This article deals with industrial services, i.e., services provided by a manufacturing company to organizational customers. The authors suggest a triangular model of industrial service quality involving a disctinction between structural, processrelated, and outcome-related aspects. These three quality dimensions are shown to have strong impacts on the customer’s trust, satisfaction, and commitment. The authors discuss theoretical and managerial implications of their findings.
Switching barriers in business-to-business services: A qualitative study
- International Journal of Service Industry Management
, 2006
"... a qualitative study ..."
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Measuring Bank’s Automated Service Quality: A Confirmatory Factor Analysis Approach
- Marketing Bulletin
, 2005
"... Automated service quality has been recognised as the factor which determines the success or failure of electronic commerce. Those models current ly available to measure automated service quality are limited in their focus, encompassing only one electronic channel – the internet – thereby ignoring at ..."
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Cited by 7 (0 self)
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Automated service quality has been recognised as the factor which determines the success or failure of electronic commerce. Those models current ly available to measure automated service quality are limited in their focus, encompassing only one electronic channel – the internet – thereby ignoring attributes of the other automated service channels. In relation to the banking sector, research has identified that bank customers tend to use a combination of automated service channels. As such, this research strives to develop a comprehensive model of banking automated service quality taking into consideration the unique attributes of each delivery channel and other dimensions that have a potential influence on quality issues. The proposed model has been empirically tested for unidimensionality, reliability, and validity using confirmatory factor analysis.
On the complex nature of patient evaluations of general practice service
- Journal of Economic Psychology
, 1998
"... service ..."
Research themes, concepts and relationships A study of International Journal of Service Industry Management (1990-2005)
"... Purpose – The purpose of this paper is to investigate the core themes of service research by analysing citations in the International Journal of Service Industry Management (IJSIM). It also aims to discuss changes in the discipline’s sub-fields and identifies emerging topics. Design/methodology/appr ..."
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Cited by 5 (1 self)
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Purpose – The purpose of this paper is to investigate the core themes of service research by analysing citations in the International Journal of Service Industry Management (IJSIM). It also aims to discuss changes in the discipline’s sub-fields and identifies emerging topics. Design/methodology/approach – The paper is an empirical analysis of citations and co-citations from the IJSIM. Network and factor analysis are used to analyse and group the data. The study is unique in performing the analysis at the individual publication level, rather than following the normal aggregated author co-citation analysis method. Research limitations/implications – The study examines only IJISM. Future study on other top journal such as Journal of Service Research would provide a more complete picture on service research. Findings – The study identifies that the core ideas of service research centred on service quality and customer satisfaction. Also identified are periphery areas which may become more significant. Originality/value – The main contribution of this article is the use of the novel network analysis technique to analyze the 15,003 citations in the 435 articles published in IJSIM between 1990-2005. This is a quantitative analysis unlike previous review articles which rely largely on the observations and reflections of pioneering researchers.
Investigating Structural Relationships Between Service Quality, Switching Costs, and Customer Satisfaction
- Journal of Applied Business and Economics
, 2009
"... Recent research has increasingly examined customer switching costs in regards to antecedents and relational outcomes. This study extends current research by testing a framework for understanding the underlying relationships between perceived service quality, switching costs, and customer satisfactio ..."
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Cited by 4 (0 self)
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Recent research has increasingly examined customer switching costs in regards to antecedents and relational outcomes. This study extends current research by testing a framework for understanding the underlying relationships between perceived service quality, switching costs, and customer satisfaction with a service provider. The findings of this study suggest that there is a significant and positive relationship between service quality and switching costs. Perceived switching costs, however, do not appear to lead to customer dissatisfaction. Furthermore, the relationships between service quality, switching costs, and customer satisfaction vary across satisfied vs. dissatisfied consumers.
Is tourism education meeting the needs of the tourism industry?’, An Australian case study
- Journal of Hospitality & Tourism Education
"... Despite the rapid growth in the provision of tourism higher education in the past 40 years, uncertainties remain about the content and nature of tourism degrees and how these are aligned with the needs of the tourism industry. Some research has been done on tourism higher education curriculum design ..."
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Cited by 4 (1 self)
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Despite the rapid growth in the provision of tourism higher education in the past 40 years, uncertainties remain about the content and nature of tourism degrees and how these are aligned with the needs of the tourism industry. Some research has been done on tourism higher education curriculum design, but the extent to which tourism higher education meets industry needs has not yet been closely investigated. This study aims to ascertain whether a gap exists between what education institutions provide in their undergraduate curricula in the way of tourism knowledge and skills sets, and what knowledge and skills sets are required by the tourism industry. A conceptual framework was developed to outline the research process, which involved two steps. First, content analysis of tourism curricula was conducted as the preliminary research. A list of 34 subject areas was synthesised from all core subjects offered in tourism courses in a sample of Australian universities according to subjects ’ titles, themes and detailed descriptions. A list of 27 skills and abilities was identified by collating university generic skills and tourism discipline attributes from these institutions. Based on the study of tourism
