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Article
Publication date: 1 December 1998

Ka‐shing Woo

This study highlights some empirical considerations when using service quality as a basis for market segmentation. Past studies have been undertaken using customers’ expectations…

2303

Abstract

This study highlights some empirical considerations when using service quality as a basis for market segmentation. Past studies have been undertaken using customers’ expectations and service quality attribute importance for deriving segments and then comparing different segments across various behavioural and demographic variables. However, recent literature tends to discredit the incorporation of expectations and attribute importance in measuring service quality. Through an empirical study employing a factor‐cluster analytic technique, the findings suggest that an alternative perception‐based approach is more empirically sound and easy to be put into practice by both academics and practitioners.

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Marketing Intelligence & Planning, vol. 16 no. 7
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 1 May 2004

Ka‐shing Woo and Henry K.Y. Fock

The axiom that “the customer is always right” is no longer valid when companies realize that some of their customers are not right at all. Paying too much attention to these…

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Abstract

The axiom that “the customer is always right” is no longer valid when companies realize that some of their customers are not right at all. Paying too much attention to these so‐called “wrong” customers may jeopardize a company's survival and profitability. Right customers have to be retained, “at‐risk” right customers have to be recovered, and wrong customers have to be divested. This study attempts to operationalize the concept of customer “rightness” and “wrongness” in terms of different configurations of attribute satisfaction and overall satisfaction. Based on the result of a discriminant analysis of satisfaction survey data, customers with different configurations of attribute satisfaction and overall satisfaction are re‐examined in terms of switching intention, behavioral patterns and demographic characteristics in order to highlight any significant descriptor.

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Journal of Services Marketing, vol. 18 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 January 2005

Henry K.Y. Fock, Ka‐shing Woo and Michael K. Hui

This study investigates the synergetic impact of joint marketing collaboration between a bank and an affinity organisation on their affinity credit card holders' behaviours. Seeks…

2762

Abstract

Purpose

This study investigates the synergetic impact of joint marketing collaboration between a bank and an affinity organisation on their affinity credit card holders' behaviours. Seeks to identify the sources of the influence of the alliance partners which induce changes in the attitude and behaviour of cardholders.

Design/methodology/approach

A theoretical model was developed to reveal the impact of perceived card benefits, affective customer loyalty toward the bank, affective customer loyalty toward the affinity organisation, and perceived prestige of affinity organisation, on the card usage behaviours of customers. Survey data were obtained from 162 students who were holders of a university affinity credit card in Hong Kong.

Findings

Findings indicated two routes of influence that affect the intention and behaviours of affinity credit cardholders. The two routes were complementary rather than competitive in a symbiotic collaboration. The first is a cognitive route. It shows that a cardholder's attitude formation is strongly influenced by the cognitive evaluation of card benefits instead of by affective loyalty toward the bank or toward the affinity organisation. The second route is an emotional route of influence. It originates from the perceived prestige of the affinity organisation to cardholders' intention and usage behaviours.

Originality/value

The impact of the symbiotic collaboration on customer behaviours is an important question which has yet to be answered in the literature of strategic alliances. To the best of one's knowledge, this is a pioneering empirical study addressing this research issue.

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European Journal of Marketing, vol. 39 no. 1/2
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 September 2004

Ka‐shing Woo and Christine T. Ennew

Although relationship quality is recognized as a central construct in the relationship marketing literature, relatively little attention has been paid to the issues of: the…

7894

Abstract

Although relationship quality is recognized as a central construct in the relationship marketing literature, relatively little attention has been paid to the issues of: the dimensions of relationship quality, and the directional relationship between relationship quality and related service evaluation outcomes. This study seeks to provide alternative conceptualization of business‐to‐business relationship quality based on the well‐established IMP interaction model and to clarify the relationship between relationship quality and service quality. The findings from an empirical study, support the hypothesis that relationship quality, defined as a higher‐order construct of cooperation, adaptation, and atmosphere, has a positive impact on service quality.

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European Journal of Marketing, vol. 38 no. 9/10
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 December 2003

Mohamed E. Ibrahim and Ahmed Al Amiri

This paper examined engineers’ satisfaction with services of a building permission unit at a local municipality using a focus group, a questionnaire and follow‐up interviews…

607

Abstract

This paper examined engineers’ satisfaction with services of a building permission unit at a local municipality using a focus group, a questionnaire and follow‐up interviews. Obtained satisfaction indexes are reported. Differences in satisfaction levels were tested using parametric t‐tests and Kruskal‐Wallis non‐parametric tests according to engineer’s specialization, size of office and number of building projects submitted to the building permission unit. The results indicate no significant statistical differences in satisfaction levels based on specialization (civil engineers versus architectural engineers), size of the consulting office, or the number of projects submitted. However, satisfaction indexes were not high. They were about 60 per cent.

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Journal of Economic and Administrative Sciences, vol. 19 no. 2
Type: Research Article
ISSN: 2054-6238

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Article
Publication date: 1 January 2005

To provide a concise briefing on the most topical issues and relevant implications from the top 400 management publications in the world.

958

Abstract

Purpose

To provide a concise briefing on the most topical issues and relevant implications from the top 400 management publications in the world.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the argument in context.

Findings

The article, written in the academic style of exploratory research, reviews the literature on the concept of customer “rightness” and “wrongness” and fleshes out certain new perspectives in the context of the Hong Kong mobile‐telephone industry.

Originality/value

Provides implementable strategies and practical thinking that has influenced some of the world's leading organizations.

Details

Strategic Direction, vol. 21 no. 1
Type: Research Article
ISSN: 0258-0543

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Article
Publication date: 26 July 2024

Mukta Srivastava, Sreeram Sivaramakrishnan and Neeraj Pandey

The increased digital interactions in the B2B industry have enhanced the importance of customer engagement as a measure of firm performance. This study aims to map and analyze…

443

Abstract

Purpose

The increased digital interactions in the B2B industry have enhanced the importance of customer engagement as a measure of firm performance. This study aims to map and analyze temporal and spatial journeys for customer engagement in B2B markets from a bibliometric perspective.

Design/methodology/approach

The extant literature on customer engagement research in the B2B context was analyzed using bibliometric analysis. The citation analysis, keyword analysis, cluster analysis, three-field plot and bibliographic coupling were used to map the intellectual structure of customer engagement in B2B markets.

Findings

The research on customer engagement in the B2B context was studied more in western countries. The analysis suggests that customer engagement in B2B markets will take centre stage in the coming times as digital channels make it easier to track critical metrics besides other key factors. Issues like digital transformation, the use of artificial intelligence for virtual engagement, personalization, innovation and salesforce management by leveraging technology would be critical for improved B2B customer engagement.

Practical implications

The study provides a comprehensive reference to scholars working in this domain.

Originality/value

The study makes a pioneering effort to comprehensively analyze the vast corpus of literature on customer engagement in B2B markets for business insights.

Details

Journal of Business & Industrial Marketing, vol. 39 no. 11
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 4 November 2020

Pachayappan Murugaiyan and Venkatesakumar Ramakrishnan

Little attention has been paid to restructuring existing massive amounts of literature data such that evidence-based meaningful inferences and networks be drawn therefrom. This…

381

Abstract

Purpose

Little attention has been paid to restructuring existing massive amounts of literature data such that evidence-based meaningful inferences and networks be drawn therefrom. This paper aims to structure extant literature data into a network and demonstrate by graph visualization and manipulation tool “Gephi” how to obtain an evidence-based literature review.

Design/methodology/approach

The main objective of this paper is to propose a methodology to structure existing literature data into a network. This network is examined through certain graph theory metrics to uncover evidence-based research insights arising from existing huge amounts of literature data. From the list metrics, this study considers degree centrality, closeness centrality and betweenness centrality to comprehend the information available in the literature pool.

Findings

There is a significant amount of literature on any given research problem. Approaching this massive volume of literature data to find an appropriate research problem is a complicated process. The proposed methodology and metrics enable the extraction of appropriate and relevant information from huge quantities of literature data. The methodology is validated by three different scenarios of review questions, and results are reported.

Research limitations/implications

The proposed methodology comprises of more manual hours to structure literature data.

Practical implications

This paper enables researchers in any domain to systematically extract and visualize meaningful and evidence-based insights from existing literature.

Originality/value

The procedure for converting literature data into a network representation is not documented in the existing literature. The paper lays down the procedure to structure literature data into a network.

Details

Journal of Modelling in Management, vol. 17 no. 1
Type: Research Article
ISSN: 1746-5664

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Article
Publication date: 7 October 2014

Celia Chow and Agnes Tiwari

The purpose of this paper is to explore the following questions. First, what are the experiences of family caregivers in caring for community-dwelling stroke survivors? Second…

579

Abstract

Purpose

The purpose of this paper is to explore the following questions. First, what are the experiences of family caregivers in caring for community-dwelling stroke survivors? Second, what services help or do not help the caregivers in managing their caregiving role?

Design/methodology/approach

A qualitative study was conducted with a total of six focus group interviews with 29 stroke caregivers selected using convenience sampling in a local community centre. All interviews were recorded and transcribed for content analysis.

Findings

The results pointed to three main themes working together to facilitate desirable outcomes in caregiving and prevent elder abuse: factors contributing to caregiver stress and factors that have a buffering effect on caregiver stress and unmet needs identified from caregivers’ experiences.

Research limitations/implications

The authors found that there were a number of factors contributing to caregiver stress. The findings matched with the concept that caregiver stress should not be considered as the primary cause of elder abuse. Findings provided information for further research to investigate positive coping and adjustment for stroke survivors, caregivers and their families.

Practical implications

Policy makers and service providers may consider specific policies and tailor-made services to enhance the effectiveness of current practice. The themes emerging from the study could be further reviewed in a longitudinal way to explore the cost-effectiveness, the outcomes and trajectory of interventional programmes.

Social implications

Education would be essential to let the public understand caregivers’ difficulties and needs. Prevention of elder abuse may be approached with a range of risk factors for both perpetrating and being elder abuse victim.

Originality/value

From the findings of the study, the authors found that there were service gaps within policy and interventions. Concrete suggestions for improving the public's attitude and public facilities/transport for the disabled were captured in the study. In addition to personal resilience, caregivers had a strong wish for a supportive environment and services that would facilitate a better caregiving outcome.

Details

The Journal of Adult Protection, vol. 16 no. 5
Type: Research Article
ISSN: 1466-8203

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Article
Publication date: 8 August 2016

Kenneth Yip, Suk-King Pang, Kui-Tim Chan, Chi-Kuen Chan and Tsz-Leung Lee

The purpose of this paper is to present a simulation modeling application to reconfigure the outpatient phlebotomy service of an acute regional and teaching hospital in Hong Kong…

622

Abstract

Purpose

The purpose of this paper is to present a simulation modeling application to reconfigure the outpatient phlebotomy service of an acute regional and teaching hospital in Hong Kong, with an aim to improve service efficiency, shorten patient queuing time and enhance workforce utilization.

Design/methodology/approach

The system was modeled as an inhomogeneous Poisson process and a discrete-event simulation model was developed to simulate the current setting, and to evaluate how various performance metrics would change if switched from a decentralized to a centralized model. Variations were then made to the model to test different workforce arrangements for the centralized service, so that managers could decide on the service’s final configuration via an evidence-based and data-driven approach.

Findings

This paper provides empirical insights about the relationship between staffing arrangement and system performance via a detailed scenario analysis. One particular staffing scenario was chosen by manages as it was considered to strike the best balance between performance and workforce scheduled. The resulting centralized phlebotomy service was successfully commissioned.

Practical implications

This paper demonstrates how analytics could be used for operational planning at the hospital level. The authors show that a transparent and evidence-based scenario analysis, made available through analytics and simulation, greatly facilitates management and clinical stakeholders to arrive at the ideal service configuration.

Originality/value

The authors provide a robust method in evaluating the relationship between workforce investment, queuing reduction and workforce utilization, which is crucial for managers when deciding the delivery model for any outpatient-related service.

Details

International Journal of Health Care Quality Assurance, vol. 29 no. 7
Type: Research Article
ISSN: 0952-6862

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