Hossein Dadfar, Staffan Brege and Sedigheh Sarah Ebadzadeh Semnani
The aim of this paper is to explore the role of customer involvement in service production and its possible effects on the quality of service delivery as well as customer…
Abstract
Purpose
The aim of this paper is to explore the role of customer involvement in service production and its possible effects on the quality of service delivery as well as customer satisfaction.
Design/methodology/approach
Since the nature of the study is exploratory, the case study approach was adopted. The paper focusses on customer involvement in the context of service production and delivery system in service organization rather than in the context of customer organization. The authors looked at supplier involvement as well, due to the fact that a lack of sufficient information from a supplier or lack of proper training may inhibit customers' successful involvement. A detailed case study was carried out on a sample of four service providers: a general contractor, a chemical process engineer, a software developer and a language institute as well as a service buyer case – a Petrochemical Holding Company. In total the paper includes five cases.
Findings
The study reveals that even though co‐production of the customers with the service provider is a must, however, it has different effects on the quality of service produced depending on the situation and the nature of services offered. In the cases of the complex engineering services – general contractor and chemical engineering – that service requirements and technical specifications were provided by the customers, and service providers were chosen by open bidding process, there were instances where the co‐production could lead to malfunction of the service. This was evident in the cases when the inappropriate technical specifications and requirements were provided by the customer hindering the service provider to deliver services smoothly. On the other hand, in the cases of new software development process and language institute, it had been evident that the involvement of customers – with a sound customer involvement management – has tremendous positive effects and lead to greater productivity and customer satisfaction. In the case of the petrochemical company and international service providers, educating the suppliers/service providers by the buyer, to a large extent, could solve the service quality problems in terms of on time delivery, costs and technical conformity as stressed by buyers.
Originality/value
The study provides empirical evidence regarding customer involvement in the service production and its possible effects on the quality of service delivery as well as customer satisfaction and sheds light on the situations that customer involvement is a success or a threat. The research also contributes to the understanding of how the nature of services, the level and scope of customer involvement as well as building relationship and trust amongst the customer and the service provider affect the outcome of customer‐service provider co‐production.
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Hossein Dadfar and Staffan Brege
The purpose of this paper is to assess the quality of Tehran pharmacies' services and their impacts on the pharmaceutical firms, to highlight forces behind the current situation…
Abstract
Purpose
The purpose of this paper is to assess the quality of Tehran pharmacies' services and their impacts on the pharmaceutical firms, to highlight forces behind the current situation and suggest some improvements. This provides the means for pharmaceutical companies to differentiate themselves by quality of services, in the forefront of dealing with the customers, so‐called the last “touch point”.
Design/methodology/approach
After a comprehensive literature review, SERVQUAL model was chosen to be used in this study. A combination of quantitative and qualitative (integrative) methods was used for data collection and analysis. The quantitative data were gathered by questionnaires, including 22 pair items measuring expectation and perception, followed by qualitative data, including 32 in‐depth interviews. Furthermore, the views of our expert panel consisting of nine experts have been identical to the study. For statistical treatment of quantitative data, SPSS software was used.
Findings
The study reveals that Tehran community pharmacies are facing serious service quality problems. The results of quantitative data show negative gaps in perceptions and expectations of customers in all 22 SERQUAL statements and all dimensions: Information, Reliability, Empathy, Appearance and Time commitment. Comparatively, appearance dimension is ranked as the highest quality and the lowest rank belongs to information dimension. The findings show that the generic SERVQUAL scale does not properly measure the quality of pharmacies' services; therefore, the authors recommend an industry‐based scale; called PHARMA‐SERVQUAL. The findings show the reasons for low quality services are: low education of pharmacists' assistants, lack of proper regulation and control, pharmacies' economic problems and cost of quality improvement, the culture of blaming others and accusing pharmaceutical firms, government and social security organization. In short, pharmacists transfer their service problems to pharmaceutical firms, which have largely neglected this last touch point with the customer. The study also suggests some quality improvements and academic as well as managerial implications.
Originality/value
The study provides empirical evidence regarding the service quality of pharmacies in a developing country (Iran) and adds depth to the understanding of the reasons behind the quality problems. This research contributes to the understanding of how pharmacies' qualities of services enhance/change the customers' perception of the pharmaceutical companies' product qualities. It suggests that the firms should differentiate themselves at the pharmacies as the “last touch point” dealing with the end‐users. The study sheds light on the necessity of modifying the SERVQUAL items and dimensions to fit pharmacies' services.
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Mohammad Reza Saeedi, Hossein Dadfar and Staffan Brege
– This study aims to examine the impacts of inward international licensing (IIL) on the absorptive capacity (ACAP) of small and medium enterprises (SMEs) in a developing economy.
Abstract
Purpose
This study aims to examine the impacts of inward international licensing (IIL) on the absorptive capacity (ACAP) of small and medium enterprises (SMEs) in a developing economy.
Design/methodology/approach
The study is explorative, qualitative and elaborative in nature. Therefore, a multiple case study was selected and performed as the research strategy. The data were collected from four pharmaceutical SMEs licensed from European pharmaceutical large-scale enterprises.
Findings
The results confirm that IIL has a strong effect on acquisition, assimilation, transformation and exploitation as absorptive factors. Furthermore, the results have been enhanced by several contextual factors of ACAP human resources, inter-and intra-firm relationships, internal knowledge and managerial and strategic aspects. These contextual factors have also been influenced by IIL.
Originality/value
From the licensee perspective in a developing context, examining the extant literature on non-equity strategic alliances shows that very few studies have empirically examined the impact of this kind of alliance, such as IIL, on SMEs’ ACAP. On this basis, the study provides evidence that non-equity strategic alliances, particularly IIL, enhance SMEs’ capabilities such as ACAP. In other words, to overcome SMEs’ resource limitations and inadequate capabilities, IIL provides opportunities for them to obtain capabilities and critical resources.
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Adel M. AL‐ Rasheed and Farid M. AL‐ Qwasmeh
The paper explores the role of the strategic partner in the Management Development (MD) process at Jordan Telecom (JT) by surveying the attitudes of 243 Jordanian managers and by…
Abstract
The paper explores the role of the strategic partner in the Management Development (MD) process at Jordan Telecom (JT) by surveying the attitudes of 243 Jordanian managers and by testing the relevant hypothesis. The findings reveals that the strategic partner contributes to the development of Jordanian managers' skills in areas such as time management, performance appraisal, job design and communications and cooperation. A limited significant impact of relevant demographic and managerial factors on managers' attitudes towards their MD and strong corelational relationships among MD dimensions are also revealed through the findings. The conclusions highlight the positive outcomes and implications of the strategic partnership at JT. The recommendations emphasized the need for further partnerships in Jordan because of their influential effects on Jordanian businesses.
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Nazila Yousefi, Gholamhossein Mehralian, Hamid Reza Rasekh and Hossein Tayeba
Pharmaceutical market value in Iran exceeded to more than US$4bn in 2013, indicating annually over 20 per cent growth. In the past decades, Iranian pharmaceutical industry was…
Abstract
Purpose
Pharmaceutical market value in Iran exceeded to more than US$4bn in 2013, indicating annually over 20 per cent growth. In the past decades, Iranian pharmaceutical industry was supported by government policies, namely, generic substitution, import limitation and local production support; however, the local pharmaceutical manufacturer’s market share in value has been decreased gradually. This study aims to provide historical data on Iran pharmaceutical market to show the importance of new product development to attain greater market share and tries to motivate the pharmaceutical industry located in developing countries to develop more innovative medicines.
Design/methodology/approach
This is a descriptive cross-sectional study that investigates the Iranian pharmaceutical market by focusing on new products over a five-year period (2009-2014), and that was augmented by an expert panel to rank subjectively firms’ performance indicators to shed light on the importance of new product development to firms’ performance.
Findings
The expert panel results find out that new product development is one of the most important “result indicators” for Iranian pharmaceutical companies. Historically, in line with the experts’ opinion on the new product development, the Iranian pharmaceutical industry has shown its capability to develop new medicines by developing 3,095 new products (mostly new-to-firm) across about 100 firms. Despite this fact, the share of local manufacturers in new medicines’ market decreased from 52 per cent at the beginning of studied period to 24 per cent at the end, and the gap between the unit value of imported and domestically produced medicines has been significantly increased due to low-innovative medicines locally produced.
Research limitations/implications
This research was challenged with limitations such as lack of reliable published data on new medicines in the Iran pharmaceutical market.
Practical implications
This study highlights the fact that developing more innovative products in the generic pharmaceutical industry such as Iran can grant its market share.
Originality/value
This is an original study that shows the effect of innovative product development on market share through historical data.
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Seyed Mohammad Hadi Baghdadi, Ehsan Dehghani, Mohammad Hossein Dehghani Sadrabadi, Mahdi Heydari and Maryam Nili
Spurred by the high turnover in the pharmaceutical industry, locating pharmacies inside urban areas along with the high product perishability in this industry, the pharmaceutical…
Abstract
Purpose
Spurred by the high turnover in the pharmaceutical industry, locating pharmacies inside urban areas along with the high product perishability in this industry, the pharmaceutical supply chain management has recently gained increasing attention. Accordingly, this paper unveils an inventory-routing problem for designing a pharmaceutical supply chain with perishable products and time-dependent travel time in an uncertain environment.
Design/methodology/approach
In this study, mathematical programming is employed to formulate a multi-graph network affected by the traffic volume in order to adapt to real-world situations. Likewise, by transforming the travel speed function to the travel time function using a step-by-step algorithm, the first-in-first-out property is warranted. Moreover, the Box–Jenkins forecasting method is employed to diminish the demand uncertainty.
Findings
An appealing result is that the delivery horizon constraint in the under-study multi-graph network may eventuate in selecting a longer path. Our analysis also indicates that the customers located in the busy places in the city are not predominantly visited in the initial and last delivery horizon, which are the rush times. Moreover, it is concluded that integrating disruption management, routing planning and inventory management in the studied network leads to a reduction of costs in the long term.
Originality/value
Applying the time-dependent travel time with a heterogeneous fleet of vehicles on the multi-graph network, considering perishability in the products for reducing inventory costs, considering multiple trips of transfer fleet, considering disruption impacts on supply chain components and utilizing the Box–Jenkins method to reduce uncertainty are the contributions of the present study.