Search results

1 – 10 of 13
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 1 January 2000

Evangelos Christou, Fotis Kilipiris, Ioannis Karamanidis, Careva Vasilevska, Naume Marinoski and Josif Andreeski

The recent adverse economic and military developments in the Balkan Peninsula have provided sound indications regarding the future development of the area. It now seems to be…

188

Abstract

The recent adverse economic and military developments in the Balkan Peninsula have provided sound indications regarding the future development of the area. It now seems to be unavoidable that a revised economic environment should be created, based on stability and economic co‐operation. Such a co‐operation among the Balkan countries will assist a common effort in establishing the framework for the development of all the relevant area.

Details

The Tourist Review, vol. 55 no. 1
Type: Research Article
ISSN: 0251-3102

Keywords

Access Restricted. View access options
Article
Publication date: 1 July 2006

Marianna Sigala and Evangelos Christou

The purpose of this paper is to introduce the theme of the special issue on global trends and challenges in services.

5232

Abstract

Purpose

The purpose of this paper is to introduce the theme of the special issue on global trends and challenges in services.

Design/methodology/approach

A brief review of the papers included in the special issue.

Findings

Contextualization of the papers and identification of their contribution and significance for research in services management.

Originality/value

Although the papers included in the special issue represent only a small sample of the global trends and issues facing services management nowadays, papers provide a good basis and implications for conducting future research and extending the area further.

Details

Managing Service Quality: An International Journal, vol. 16 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Access Restricted. View access options
Article
Publication date: 1 January 1999

Evangelos Christou and Ioannis Karamanidis

This paper attempts to examine the choices and practices concerning the formulation of marketing strategies of hospitality organisations in Greece, a traditional tourism…

1741

Abstract

This paper attempts to examine the choices and practices concerning the formulation of marketing strategies of hospitality organisations in Greece, a traditional tourism destination. The introduction includes a bibliographical review of marketing strategies in general and of the theory of generic competitive strategies that was developed by Michael Porter in particular. A brief reference to the development of the hospitality and tourism industry in Greece is presented and the research methodology that was followed is described. The survey findings are presented in tabulation form and a discussion follows.

Details

The Tourist Review, vol. 54 no. 1
Type: Research Article
ISSN: 0251-3102

Keywords

Access Restricted. View access options
Article
Publication date: 1 July 2006

Marianna Sigala

To analyse the mass customisation strategies (MC) developed by mobile phone operators and to identify the types of customer value perceived by mobile phone users that customise…

6654

Abstract

Purpose

To analyse the mass customisation strategies (MC) developed by mobile phone operators and to identify the types of customer value perceived by mobile phone users that customise services to their profiles.

Design/methodology/approach

A customer‐centre approach was adopted for analyzing MC strategies that enhance both extrinsic and intrinsic customer value. A convenience sample was surveyed for gathering data regarding the customer value dimensions perceived by users of customised mobile phone services in Greece.

Findings

Findings revealed that MC strategies that are customer centred are vital as, users of customised mobile phone services perceive both “give” and “get” customer value dimensions. As MC does not come for free, to persuade customers to get involved and invest time and effort in value chain operations for designing customised services, companies need to identify and provide enhanced customer values.

Research limitations/implications

Research findings have great implications in the new service development processes and marketing – communication strategies of mass customisers. Due to the small sample size, future research should test the wider and global generalisability of findings.

Practical implications

Findings help practitioners increase the adoption and use of mass customised mobile phone services by providing insight on how to: develop MC strategies from a customer‐centric perspective; and conduct a customer value‐based market segmentation for enhancing marketing effectiveness and MC customer adoption.

Originality/value

The MC literature is dominated by operation‐supplier approaches to MC strategies in the manufacturing sector. In services, customer involvement in value chain operations is also significant. The study contributes by suggesting a customer‐centric approach for developing MC in services that enhances customer value. The study also extends and adapts a multi‐dimensional construct for measuring customer value in customisable mobile phone services environments.

Details

Managing Service Quality: An International Journal, vol. 16 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Available. Content available
Article
Publication date: 1 July 2006

K. Narasimhan

887

Abstract

Details

Managing Service Quality: An International Journal, vol. 16 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Access Restricted. View access options
Article
Publication date: 1 July 2006

Luca Petruzzellis, Angela Maria D'Uggento and Salvatore Romanazzi

In order to face the new competitive scenario, Italian universities are involved in a change process and are trying to adopt an entrepreneurial approach to better serve their…

11069

Abstract

Purpose

In order to face the new competitive scenario, Italian universities are involved in a change process and are trying to adopt an entrepreneurial approach to better serve their customers/students. The paper aims to assess university performance by testing student satisfaction. It tries to provide universities with some solutions to improve its performance.

Design/methodology/approach

The case of the University of Bari has been analysed by interviewing a random (but well stratified) sample of students in order to test their satisfaction concerning services provided and quality perceived. Reasons why students decide to enrol at the University of Bari are also investigated.

Findings

Universities have to concentrate their efforts on the improvement of quality of teaching and non‐teaching services, in order to promptly respond to the target, and foster a stronger relationship with surrounding economic and productive systems.

Research implications/limitations

Universities need to adopt a customer centric approach. Future research should analyse the reform period experienced by the Italian University system, in order to investigate student satisfaction concerning recent changes. Moreover, a cross‐country analysis of student satisfaction, through the servqual questionnaire, would be interesting.

Practical implications

Student satisfaction at the University of Bari is higher for working students that are not interested in “additional” services. On the contrary, several improvements are perceived as urgent concerning non‐core services provided, in which regular students are very interested.

Originality/value

This paper provides a wide analysis of the services perception tested and viewed through student eyes.

Details

Managing Service Quality: An International Journal, vol. 16 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Access Restricted. View access options
Article
Publication date: 1 July 2006

Constantine Lymperopoulos, Ioannis E. Chaniotakis and Magdalini Soureli

This project aims to offer an in‐depth understanding of bank customers' buying behaviour in relation to the selection process, and provide bank managers with useful insight into…

8224

Abstract

Purpose

This project aims to offer an in‐depth understanding of bank customers' buying behaviour in relation to the selection process, and provide bank managers with useful insight into the development of high quality relationships with customers.

Design/methodology/approach

The research involved a review of available literature on bank choice criteria, the fieldwork, the identification of factors that affect customers' choice, and the development of related managerial implications. A research questionnaire was administered by personal interviews to 1,092 bank customers in the greater area of Athens.

Findings

Four distinct factors were identified as the main choice criteria that influence consumers' bank choice. Bank service quality is the most important element that customers consider in order to select their mortgage providers and establish a long‐term relationship with them. The other three refer to product attributes, access, and communication.

Research limitations/implications

Limitations relate to the use of non‐probability sample and the restricted geographical area of the field research. This study contributes to the body of academic knowledge by shedding more light into the role of service quality in the selection process of mortgage provider.

Practical implications

An understanding of consumer buying behaviour with respect to mortgage loans is important to bank managers for the attainment of organisational objectives that are focused on building beneficial customer relationships. Management guidelines for improving service quality are presented.

Originality/value

The paper manages to identify the perceived important characteristics of banks and particularly highlight the role of service quality in bank selection for mortgages and further development of long‐term relationships.

Details

Managing Service Quality: An International Journal, vol. 16 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Access Restricted. View access options
Article
Publication date: 1 July 2006

Malamatenia‐Alma A. Pantazi and Nikolaos B. Georgopoulos

Investments in information systems (ISs) seem to suffer from the productivity paradox. In this article three interpretations of this paradox are explored and a business process…

2763

Abstract

Purpose

Investments in information systems (ISs) seem to suffer from the productivity paradox. In this article three interpretations of this paradox are explored and a business process (BP) oriented methodology to overcome it is suggested. The final goal is to investigate the relationship between a BP‐competent IS and improved business performance.

Design/methodology/approach

Verification of the hypothesis made that BP‐competent ISs have a positive impact on business performance, is expected to be validated by a quantitative research based on a questionnaire survey.

Findings

This is a conceptual article that suggests a new BP‐driven methodology to assess IS business value and impact on business performance.

Research limitations/implications

Business process management (BPM) and the software tools that support it (i.e. business process management systems or BPMS) are quite new issues for the Greek business reality, and therefore there might be little evidence on application of such methodologies.

Practical implications

Focusing on the alignment of ISs to BPs helps a company solve misalignment that is due to many independent initiatives and deal with problems that cross‐departmental boundaries. It also prompts a company redirect focus from ISs to BPs and therefore resolve the problems rather than the symptoms. Knowing the positive impact of BP‐competent ISs on business performance makes it possible for an enterprise to realize the importance of pursuing a process‐oriented management style were focus is placed on value‐delivering

Originality/value

The value of the suggested methodology lies in the synthesis of distinct ideas and issues into a unique holistic assessment framework.

Details

Managing Service Quality: An International Journal, vol. 16 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Access Restricted. View access options
Article
Publication date: 1 July 2006

Niki Glaveli, Eugenia Petridou, Chris Liassides and Charalambos Spathis

Despite the rapid growth and internationalisation of services and financial services in particular, managers realise that to successfully leverage service quality as a global…

5461

Abstract

Purpose

Despite the rapid growth and internationalisation of services and financial services in particular, managers realise that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service quality. This paper aims to examine the differences: in perceptions of service quality; and in the ranking of quality dimension between the bank customers of five Balkan countries: Greece, Bulgaria, Albania, FYROM and Serbia.

Design/methodology/approach

Bahia and Nantel proposed a specific scale for measuring perceived service quality in retail banking consisting of six dimensions of service quality: effectiveness and assurance; access; price; tangibles; service portfolio; and reliability. This instrument was used for collecting data in the context of banking services from the five Balkan countries. T‐test and factor analysis were employed to answer the research questions.

Findings

The results suggest that Greek customers perceived receiving the highest level of service quality. Differences and similarities between the countries were also reported related to the degree of importance attached to the BSQ dimensions of service quality.

Practical implications

The results have significant implications for banks in developing operational, marketing and human resource strategies in the Balkan context.

Originality/value

The international bank managers need to understand the value of environmental differences between countries in terms of economic development, political situation, socio‐cultural system and the level of sector maturity. Accordingly they can emphasise the various dimensions of service quality differently and in addition focus on commonalities to introduce quality initiatives in the Balkans.

Details

Managing Service Quality: An International Journal, vol. 16 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Access Restricted. View access options
Article
Publication date: 29 January 2021

Naveen Donthu, Satish Kumar, Chatura Ranaweera, Marianna Sigala and Riya Sureka

In 2020, the Journal of Service Theory and Practice (JSTP), previously titled Managing Service Quality, celebrates its 30th anniversary. This study provides a retrospective of the…

1053

Abstract

Purpose

In 2020, the Journal of Service Theory and Practice (JSTP), previously titled Managing Service Quality, celebrates its 30th anniversary. This study provides a retrospective of the evolution and contribution of the journal to service research by identifying its major trends, research constituents, factors contributing to citations and thematic structure over its 29 active years (1991–2019). The paper concludes by providing directions and ideas for progressing service research

Design/methodology/approach

The study uses the Scopus database to extract JSTP's bibliographic data. It employs bibliometric methods to study the trends of the journal, such as the citation structure and most-contributing authors, institutions and countries. Bibliographic coupling and keyword co-occurrence analyses are used to study the intellectual structure of the journal. Regression analysis discloses the factors influencing citations of JSTP articles. Factors explaining the citation count of JSTP articles include article age, number of author keywords, article length, title length and number of references.

Findings

JSTP's influence has grown significantly in the scientific community, which is evidenced by findings relating to the citation counts, the thematic scope/variety and authorship features of the JSTP papers published during the last 30 years. JSTP attracts publications from around the globe, but most contributions come from the United States, United Kingdom and Australia. Although JSTP has continuously evolved with new and varied themes, a bibliographic coupling analysis clustered JSTP articles into five major clusters.

Research limitations/implications

The limitations of the Scopus database may impact the study's results.

Originality/value

This study is the first to provide a comprehensive review of JSTP since its launch. It is useful to the editorial board and other JSTP stakeholders as well as service scholars alike.

Details

Journal of Service Theory and Practice, vol. 31 no. 3
Type: Research Article
ISSN: 2055-6225

Keywords

1 – 10 of 13
Per page
102050