Journal of Operations Management 20 (2002) 121–134 The service concept: the missing link in service design research? Susan Meyer Goldstein a ‚ ∗ ‚ Robert Johnston b ‚ JoAnn Duffy c ‚ Jay Rao d a Department of Operations and Management Science‚ University of Minnesota‚ 321 19th Avenue S‚ Minneapolis‚ MN 55455‚ USA b Warwick Business School‚ University of Warwick‚ Coventry CV4 7AL‚ UK c Gibson D. Lewis Center for Business and Economic Development‚ Sam Houston State University‚ Huntsville
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(2009). Switching factors of mobile customers in Korea. J. Serv. Sci.‚ 1: 105-120. Negi R (2009). User perceived service quality of mobile communications: experience from Ethiopia. Int. J. Quality Reliability Manage.‚ 26(7): 699-711. Parasuraman A‚ Zeithaml VA‚ Berry LL (1988). SERVQUAL: A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality. J. Retail.‚ 64(1): 12-40. Peters T (1988). Thriving on Chaos‚ Alfred A. Knopf‚ New York‚ NY. Pollack BL (2009). Linking the hierarchal service
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IMPACT OF BRAND SWITCHING‚ BRAND CREDIBILITY‚ CUSTOMER SATISFACTION AND SERVICE QUALITY ON BRAND LOYALTY Rizwan Arshad1‚ Idrees Akbar2‚ Abdul Muqtadir3‚ Urooj shafique4‚ Hafsa Zia5‚ Waheed Naseer6‚ Shoaib Ahmad Amin7 1(Faculty Member‚ Department of Management Sciences Islamia University of Bahawalpur‚ Pakistan) 2(Student‚ Department of Management Sciences Islamia University of Bahawalpur‚ Pakistan) 3(Student‚ Department of Management Sciences Islamia University of Bahawalpur‚ Pakistan) 4(Student
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Introduction The service industry interacts with our lives on a daily basis. Services can be defined as deeds‚ processes and performances. When considering the differences between products and services‚ intangibility and the fact that a service cannot be touched‚ tasted‚ viewed or tried on are terms often used (McColl-Kennedy & Kiel 2000). Services differ from goods in essentially four ways: (1) intangibility; (2) inseparability; (3) heterogeneity; (4) perishability (Kotler‚ Brown‚ Adam‚ Burton
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positive impact on a firm financial performance although the magnitude of the impact is highly variable. More so‚ it is said that happy (satisfied) customers spend more and are loyal thus impacting over 1000 top businesses by € 14 billion per year (Zeithaml (2000) and Rust et al. (2002) Researchers have found that firms in Europe suffer a 37.6 million loss of profits every year and an average of 28 percent of revenue wastage on accounts payable due to customer dissatisfaction (Bielenberg‚ 2006). In
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www.ccsenet.org/ijbm International Journal of Business and Management Vol. 7‚ No. 7; April 2012 The Study of Customer Satisfaction‚ Customer Trust and Switching Barriers on Customer Retention in Malaysia Hypermarkets Seiedeh Nasrin Danesh Faculty of Management and Information Technology‚ UCSI University Jalan Menara Gading‚ UCSI Heights‚ 56000 Kuala Lumpur‚ Malaysia Tel: 60-17-313-2730 E-mail: Danesh.nasrin@yahoo.com Saeid Ahmadi Nasab Faculty of Management and Information Technology
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http://www.ryanair.com/doc/investor/2009/Annual_report_2009_web.pdf [last accessed 18/05/2010] Ryanair – Full year results (2010b) URL: http://www.independent.co.uk/news/people/profiles/michael-oleary-plane-crazy-419044.html [last accessed 18/05/2010] Zeithaml‚ V.A.‚ Bitner and M.J‚ Gremler D.D (2009) Services Marketing‚ McGraw Hill‚ 5th edition
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“Customer Value: The Next Source for Competitive Advantage‚” Journal of the Academy of Marketing Science‚ 25(2)‚ 139 –153. Zaichowsky‚ Judith Lynne (1985). “Measuring the Involvement Construct‚” Journal of Consumer Research‚ 12(December)‚ 341–352. Zeithaml‚ Valarie A. (1988). “Consumer Perceptions of Price‚ Quality and Value: A Means-End Model and Synthesis of Evidence‚” Journal of Marketing‚ 52(July)‚ 2–22.
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Quality Improvement in Health Sector Since NPM (New Public Management) approach in Public Sector many things have changed. Public services became much more consumer oriented. Public servants of modern time have much more different approach towards people than before. One of the major influences on that comes from Private sector. Many services provided by public sector today can also be provided in Private sector. Of course those services of private sector are more expensive than in
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Journal Satisfaction‚ Dissatisfaction and Complaining Behavior‚ 8‚ 155-163. Kandampully‚ J.‚ Mok‚ C.‚ and Sparks‚ B. (Eds.) (2001) Service quality management in hospitality‚ tourism and leisure‚ Binghamton‚ NY: The Haworth Hospitality Press Zeithaml‚ V. A. & Bitner‚ M. J. (2003)‚ Services Marketing: Integrating Customer Focus Across the Firm‚ New York: Mc Graw-Hill.
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