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Article
Publication date: 3 April 2017

Daniel J. Petzer, Christine F. De Meyer-Heydenrych and Göran Svensson

The interactional and distributive dimensions of perceived justice as one of its objectives are to reveal the link between perceived justice and service satisfaction (SS). The…

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Abstract

Purpose

The interactional and distributive dimensions of perceived justice as one of its objectives are to reveal the link between perceived justice and service satisfaction (SS). The purpose of this paper is to consider the influence of the perceived justice that South African retail bank customers experience based on the service recovery efforts of these banks in response to their complaints, the customers’ SS, and, consequently, the behavioral intention (BI) toward these banks.

Design/methodology/approach

This study focuses on the perceived justice construct where a service failure has occurred followed by a customer complaint and a resultant service provider response. In total, 281 respondents completed a structured self-administered questionnaire.

Findings

The study found that interactional and distributive justice (DJ) experienced in response to the service recovery efforts of a bank significantly and positively influence SS, and that SS in turn significantly and positively influences the BI of these customers. However, it was found that interactional and DJ had no direct effect on BI.

Research limitations/implications

The research model tested addresses the interfaces between service receivers’ perception of interactional justice, distributional justice and SS as well as the interface between SS and BI. The tested research model indicates that both are interrelated through SS.

Practical implications

It is evident from the findings that retail banks should utilize the service encounter that follows a customer complaint as a desirable prospect to implement strategies to recover from service failures in an effort to bring about perceived justice that will ultimately influence customers’ levels of SS and BI.

Originality/value

This study makes a complementary contribution to previous studies and existing theory building a nomological framework of constructs in service encounters consisting of service receivers’ perceived justice, SS and BI.

Details

International Journal of Bank Marketing, vol. 35 no. 2
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 14 June 2013

Christine F. De Meyer, Daniel J. Petzer, Sander Svari and Göran Svensson

The purpose of this paper is to describe and test a construct of perceived justice from an airline and hospital industry perspective. Furthermore, the similarities and differences…

560

Abstract

Purpose

The purpose of this paper is to describe and test a construct of perceived justice from an airline and hospital industry perspective. Furthermore, the similarities and differences of perceived justice in negative service encounters within the airline and hospital setting, and the validity of the constructs in the two different contexts is investigated.

Design/methodology/approach

This paper reports on the results obtained from a South African survey on respondents who experienced a negative service incident in the last year in the airline and hospital industries. The two service settings being used purposely to reveal possible differences in the constructs in settings where life and health are at risk compared to a more hedonistic service. Comparative and confirmatory testing of perceived justice during service encounters in a hospital and airline setting was performed.

Findings

Three dimensions of the perceived justice construct tested in the airline and hospital service encounters presented a satisfactory fit and were found to be valid and reliable. The three dimensions are distributive, interactional and procedural justice.

Research limitations/implications

The main research limitations of this paper include that the construct has only been tested on a sample consisting of specific customer‐firm service encounters in airlines and hospitals in South Africa, which may indicate less applicability in other contexts. Yet, the empirical findings provide a basis for future research to refine and extend corporate endeavors in managing negative incidents in both the health care and tourism industries.

Practical implications

The findings indicate that the notion of perceived justice is the same regardless of service industry. However, the average perception of justice is lower within hospital than in the airline industry. The similarities within these two industries imply that cross‐industry strategies can be developed to understand and manage the perceived justice in negative service encounters based on three justice dimensions.

Originality/value

The paper adds value by complementing and fortifying current theory and research on the justice construct from a service encounter and complaint handling perspective. By comparing the justice hospital and airline industries, this paper contributes to and complements the overall field of study by identifying similarities and the applicability of the justice concept across service industries.

Details

International Journal of Quality and Service Sciences, vol. 5 no. 2
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 5 October 2012

Daniel J. Petzer, Christine F. De Meyer, Sander Svari and Göran Svensson

The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital.

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Abstract

Purpose

The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital.

Design/methodology/approach

A descriptive, convenience sampling survey method was used to collect data in South Africa consisting of a sample of 294 respondents at an airport and 288 respondents in a hospital. Data analysis included an exploratory factor analysis, and the results reported in this paper are based on the critical incident technique.

Findings

The findings indicate both similarities and differences in service receivers' negative emotions between the two service settings. Furthermore, the results were found to be valid and reliable.

Research limitations/implications

The results obtained pertaining to the negative emotions that service receivers experience in two service settings in South Africa may provide the foundation for further research and replication in other countries. Furthermore, the results can aid in refining and extending service providers' efforts of managing critical incidents in different service settings in airline and hospital service settings.

Practical implications

Three main aspects of negative incidences in service encounters should be considered in strategies to manage critical incidents, namely those that are caused by: the service receiver; the service provider; or the service encounter context.

Originality/value

This study complements and reinforces existing theory pertaining to the negative emotions service receivers' experience in negative service encounters.

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Book part
Publication date: 5 February 2016

Julien Barrier and Christine Musselin

Facing intense global competition and pressure from public authorities, several universities in Europe have engaged in merger and concentration processes. Drawing on two in-depth…

Abstract

Facing intense global competition and pressure from public authorities, several universities in Europe have engaged in merger and concentration processes. Drawing on two in-depth case studies, this paper considers university mergers as an opportunity to explore the processes involved in the creation of a new organizational structure. In line with recent scholarly calls to revisit the notion of organizational design, we combine insights from three different research streams to address the functional, political, and institutional dynamics that shaped the organizational architecture of the merged universities. Two main results are presented and discussed. First, although these mergers were initiated largely in response to the diffusion of new global institutional scripts, these scripts had little influence on organizational design: deeply institutionalized local scripts prevailed over global mimetic pressures. Second, while these institutional scripts provided many of the basic building blocks of the new universities, in both cases their design was also heavily shaped by time pressures and power games. While a few powerful actors used the merger as an opportunity to promote their own reform agenda, some of the key features of the two merged universities stemmed from choices by exclusion, whose primary aim was the avoidance of conflicts.

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Article
Publication date: 11 March 2020

Leigh De Bruin, Mornay Roberts-Lombard and Christine De Meyer-Heydenrych

This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman…

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Abstract

Purpose

This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on perceived customer satisfaction is established.

Design/methodology/approach

Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through structural equation modelling.

Findings

The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on perceived customer satisfaction in Islamic banks.

Research limitations/implications

This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with perceived customer satisfaction in Islamic banking.

Practical implications

The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive perceived customer satisfaction experiences.

Originality/value

The internal marketing mix model is predominately a Western model, which has been tested primarily in mature Western markets. This study reflects on ten internal marketing mix elements, which have been tested for the enablement of service quality and perceived customer satisfaction in Oman.

Details

Journal of Islamic Marketing, vol. 12 no. 1
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 1 April 1988

Paul Nieuwenhuysen

The following bibliography focuses mainly on programs which can run on IBM microcomputers and compatibles under the operating system PC DOS/MS DOS, and which can be used in online…

176

Abstract

The following bibliography focuses mainly on programs which can run on IBM microcomputers and compatibles under the operating system PC DOS/MS DOS, and which can be used in online information and documentation work. They fall into the following categories:

Details

The Electronic Library, vol. 6 no. 4
Type: Research Article
ISSN: 0264-0473

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Article
Publication date: 1 April 2004

Georgios I. Zekos

Investigates the differences in protocols between arbitral tribunals and courts, with particular emphasis on US, Greek and English law. Gives examples of each country and its way…

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Abstract

Investigates the differences in protocols between arbitral tribunals and courts, with particular emphasis on US, Greek and English law. Gives examples of each country and its way of using the law in specific circumstances, and shows the variations therein. Sums up that arbitration is much the better way to gok as it avoids delays and expenses, plus the vexation/frustration of normal litigation. Concludes that the US and Greek constitutions and common law tradition in England appear to allow involved parties to choose their own judge, who can thus be an arbitrator. Discusses e‐commerce and speculates on this for the future.

Details

Managerial Law, vol. 46 no. 2/3
Type: Research Article
ISSN: 0309-0558

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Book part
Publication date: 5 April 2024

Christine Amsler, Robert James, Artem Prokhorov and Peter Schmidt

The traditional predictor of technical inefficiency proposed by Jondrow, Lovell, Materov, and Schmidt (1982) is a conditional expectation. This chapter explores whether, and by…

Abstract

The traditional predictor of technical inefficiency proposed by Jondrow, Lovell, Materov, and Schmidt (1982) is a conditional expectation. This chapter explores whether, and by how much, the predictor can be improved by using auxiliary information in the conditioning set. It considers two types of stochastic frontier models. The first type is a panel data model where composed errors from past and future time periods contain information about contemporaneous technical inefficiency. The second type is when the stochastic frontier model is augmented by input ratio equations in which allocative inefficiency is correlated with technical inefficiency. Compared to the standard kernel-smoothing estimator, a newer estimator based on a local linear random forest helps mitigate the curse of dimensionality when the conditioning set is large. Besides numerous simulations, there is an illustrative empirical example.

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Book part
Publication date: 13 July 2017

Kati Järvi and Mikko Kohvakka

We focus on the internal workings of a university organization’s response to institutional plurality. In the field of higher education, both organizations and individuals are…

Abstract

We focus on the internal workings of a university organization’s response to institutional plurality. In the field of higher education, both organizations and individuals are prescribed competing demands due to academic logic and the logic of managerialism. We interpret six individual experiences of institutional plurality and illuminate how social position, disposition, emotions, and apprehension regarding plurality affect their response to shifting emphases in the logics of the university. In addition, we show that although there may appear to be harmony in the organizational-level response to institutional plurality, turmoil may be affecting the organization’s members, highlighting the importance of looking at how people experience institutional logic multiplicity.

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Article
Publication date: 1 April 2004

Wolfgang Scholl, Christine König, Bertolt Meyer and Peter Heisig

The field of knowledge management (KM) is highly estimated in research and practice but at the same time relatively diffuse and scattered into diverging concepts, perspectives and…

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Abstract

The field of knowledge management (KM) is highly estimated in research and practice but at the same time relatively diffuse and scattered into diverging concepts, perspectives and disciplines. On that background, it was the aim of this delphi study to give more structure to the field of KM and to get an outlook on worthwhile developments for the next ten years. International experts of KM from natural/technical and social/business sciences as well as practicians of KM with a similar background were asked some basic questions onto the future of KM in two rounds. According to the experts, the future of knowledge management lies in a better integration into the common business processes, a concentration on the human‐organization‐interface and a better match of IT‐aspects to human factors whereas IT‐aspects rank low on this agenda. There are no broadly agreed theoretical approaches though something can be gained from the related organizational learning field; in general much more interdisciplinary and empirical research is needed. There are also almost no broadly agreed practical approaches besides communities of practice.

Details

Journal of Knowledge Management, vol. 8 no. 2
Type: Research Article
ISSN: 1367-3270

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