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Article
Publication date: 1 April 2005

Magnus Söderlund and Niclas Öhman

Intentions are often included in service research, but researchers have paid little attention to a discussion in psychology in which different intention constructs are…

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Abstract

Purpose

Intentions are often included in service research, but researchers have paid little attention to a discussion in psychology in which different intention constructs are distinguished. This study is based on the belief that different intention constructs capture different aspects of the customer's assessments of his or her future repatronizing behavior – and that intentions measures based on different intention constructs are not equally correlated with firstly, the customer's global evaluation of the supplier, such as satisfaction, and secondly, his or her overt repatronizing behavior. The specific purpose is to examine if such variation is at hand in with regards to two specific intention constructs: intentions‐as‐expectations and intentions‐as‐wants.

Design/methodology/approach

A first questionnaire was used to collect data on satisfaction and intentions in a restaurant setting, and a second questionnaire – distributed to the respondents one month after the first questionnaire – captured behavioral data. These data were used to assess associations between the main variables (satisfaction, intentions, and behavior).

Findings

The analysis shows that the two intention constructs produced different strength in the association with customer satisfaction and with repatronizing behavior. In addition, the findings suggest that the two constructs are characterized by different levels of assessment volition, and this also serve as our main explanation of the results.

Originality/value

The findings imply that service researchers should pay careful attention to how intentions are conceptualized and operationalized, because an incautious selection of one intention construct over another may affect the role of intentions as mediators of the link between satisfaction and behavior.

Details

International Journal of Service Industry Management, vol. 16 no. 2
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 5 October 2012

Samuel Forsman, Niclas Björngrim, Anders Bystedt, Lars Laitila, Peter Bomark and Micael Öhman

The construction industry has been criticized for not keeping up with other production industries in terms of cost efficiency, innovation, and production methods. The purpose of…

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Abstract

Purpose

The construction industry has been criticized for not keeping up with other production industries in terms of cost efficiency, innovation, and production methods. The purpose of this paper is to contribute to the knowledge about what hampers efficiency in supplying engineer‐to‐order (ETO) joinery‐products to the construction process. The objective is to identify the main contributors to inefficiency and to define areas for innovation in improving this industry.

Design/methodology/approach

Case studies of the supply chain of a Swedish ETO joinery‐products supplier are carried out, and observations, semi‐structured interviews, and documents from these cases are analysed from an efficiency improvement perspective.

Findings

From a lean thinking and information modelling perspective, longer‐term procurement relations and efficient communication of information are the main areas of innovation for enhancing the efficiency of supplying ETO joinery‐products. It seems to be possible to make improvements in planning and coordination, assembly information, and spatial measuring through information modelling and spatial scanning technology. This is likely to result in an increased level of prefabrication, decreased assembly time, and increased predictability of on‐site work.

Originality/value

The role of supplying ETO joinery‐products is a novel research area in construction. There is a need to develop each segment of the manufacturing industry supplying construction and this paper contributes to the collective knowledge in this area. The focus is on the possibilities for innovation in the ETO joinery‐products industry and on its improved integration in the construction industry value chain in general.

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