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Book part
Publication date: 29 January 2018

Gábor Nagy, Carol M. Megehee and Arch G. Woodside

The study here responds to the view that the crucial problem in strategic management (research) is firm heterogeneity – why firms adopt different strategies and structures, why…

Abstract

The study here responds to the view that the crucial problem in strategic management (research) is firm heterogeneity – why firms adopt different strategies and structures, why heterogeneity persists, and why competitors perform differently. The present study applies complexity theory tenets and a “neo-configurational perspective” of Misangyi et al. (2016) in proposing complex antecedent conditions affecting complex outcome conditions. Rather than examining variable directional relationships using null hypotheses statistical tests, the study examines case-based conditions using somewhat precise outcome tests (SPOT). The complex outcome conditions include firms with high financial performances in declining markets and firms with low financial performances in growing markets – the study focuses on seemingly paradoxical outcomes. The study here examines firm strategies and outcomes for separate samples of cross-sectional data of manufacturing firms with headquarters in one of two nations: Finland (n = 820) and Hungary (n = 300). The study includes examining the predictive validities of the models. The study contributes conceptual advances of complex firm orientation configurations and complex firm performance capabilities configurations as mediating conditions between firmographics, firm resources, and the two final complex outcome conditions (high performance in declining markets and low performance in growing markets). The study contributes by showing how fuzzy-logic computing with words (Zadeh, 1966) advances strategic management research toward achieving requisite variety to overcome the theory-analytic mismatch pervasive currently in the discipline (Fiss, 2007, 2011) – thus, this study is a useful step toward solving the crucial problem of how to explain firm heterogeneity.

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Improving the Marriage of Modeling and Theory for Accurate Forecasts of Outcomes
Type: Book
ISBN: 978-1-78635-122-7

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Article
Publication date: 1 February 1996

R.L. Galloway and R.F. Blanchard

Quality is seen as a key strategic differentiator within the financial services sector, with most major players undertaking some form of quality initiative. Discusses work…

1133

Abstract

Quality is seen as a key strategic differentiator within the financial services sector, with most major players undertaking some form of quality initiative. Discusses work undertaken within TSB Bank plc to determine retail customer perceptions of those factors which determine service quality and whether or not lifestage affects perceptions of quality. Lifestage is considered important because of the potential conflict between the attraction of new customers in one group and retention of existing customers in other groups. Discusses a number of models of service quality and proposes one based on the three dimensions of process/outcome, subjective/objective and soft/hard. Discusses the effect of lifestage on perceptions/requirements in the context of this model and draws conclusions on the effect of lifestage on customer requirements in retail banking.

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International Journal of Bank Marketing, vol. 14 no. 1
Type: Research Article
ISSN: 0265-2323

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Book part
Publication date: 18 September 2024

Fathimah Nachia Syed and Narentheren Kaliappen

The research about the concept of Halal tourism has emerged recently. It becomes the vital factor in determining the tourists's satisfaction or their loyalty. Thus, this concept…

Abstract

The research about the concept of Halal tourism has emerged recently. It becomes the vital factor in determining the tourists's satisfaction or their loyalty. Thus, this concept needs to be developed in certain areas because it still not acknowledged. The purpose of this study is to align the theoretical foundations of Halal tourism to conventional tourism paradigms. It investigates the value of Muslim tourists' perception in the context of Malaysian tourist destination. The six variables of Muslim tourist perceived value (MTPV) are examined such as quality, price, emotional, social, physical and non-physical attributes. The respondents of the research are a total of 205 Muslim tourists in Langkawi, Malaysia during October 2021 (Langkawi Tourism Bubble). The results indicated four (4) variables have impacts on tourist satisfaction. Practical implications will impact towards cognitive, affective and Islamic (i.e. Halal) values on tourist satisfaction. It was examined as one of the priotitize destination experience on tourist satisfaction. The findings provide Malaysian tourism with significant managerial implications. It also impacted the Halal tourism as a new approach specifically in the post COVID-19 era. Hence, in improving Muslim tourist satisfaction, destination marketers should consider the Halal tourism. Tour agencies also should scrutinize the product and services value including destination attributes that they offer. The destination's competitiveness will be strengthened with the right destination attraction, facilities, accommodation and activities that suit Muslim tourists.

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The Emerald Handbook of Tourism Economics and Sustainable Development
Type: Book
ISBN: 978-1-83753-709-9

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Article
Publication date: 5 September 2016

Olof Wahlberg, Peter Öhman and Christer Strandberg

The purpose of this paper is to explore mass affluent customer perceptions of the service quality delivered by personal advisors and banks, and the contributions of personal…

1068

Abstract

Purpose

The purpose of this paper is to explore mass affluent customer perceptions of the service quality delivered by personal advisors and banks, and the contributions of personal advisors and banks to customer satisfaction; and also to analyse the strength of the relationship between customer satisfaction with personal advisors and banks.

Design/methodology/approach

A survey composed of items designed to mirror service quality practices used in the mass affluent segment was administered to customers of a major Swedish bank. Statistical analyses of the responses were performed.

Findings

Four service quality dimensions are identified as salient to customer satisfaction: interpersonal behaviour, knowledge, service portfolio, and trust. The relative importance of these dimensions depends on whether customer satisfaction with the personal advisor or the bank is focused. Moreover, the analysis indicates a double “rubbing off” effect where customer satisfaction with the personal advisor influences customer satisfaction with the bank and vice versa.

Originality/value

The unexplored separation of service quality provided by the bank and the personal advisor is central to perceived service quality. The study focuses on customer satisfaction in the mass affluent segment, which is an unexplored context different from retail banking.

Details

International Journal of Bank Marketing, vol. 34 no. 6
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 1 February 2000

P.E.D. LOVE, J. SMITH, G.J. TRELOAR and H. LI

Architectural and engineering firms (design firms) have eschewed implementing quality assurance (QA) and other subsequent aspects of quality such as continuous improvement. Their…

504

Abstract

Architectural and engineering firms (design firms) have eschewed implementing quality assurance (QA) and other subsequent aspects of quality such as continuous improvement. Their reluctance to embrace QA has been found to be a contributing factor in the production of poor quality contract documentation. Missing, conflicting and erroneous information contained within contract documentation are major sources of rework and customer dissatisfaction in construction projects. If design firms are to significantly improve the quality of the service they provide, they should implement ISO 9000 quality management and assurance standards. By implementing such standards, it is suggested that design firms will be able to contribute more effectively to the value adding process in the construction supply chain. It is argued that the service offered by design firms should be viewed as a key component of value that drives its success. Therefore, because rework is a major source of dissatisfaction in projects, a case study was used to determine how its occurrence inhibited value creation and thus the quality of service provided. From the case study findings, the need for design firms to implement ISO 9000 quality management and assurance standards so as to improve their service quality is discussed.

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Engineering, Construction and Architectural Management, vol. 7 no. 2
Type: Research Article
ISSN: 0969-9988

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Article
Publication date: 1 October 1994

R.F. Blanchard and R.L. Galloway

Quality is increasingly being seen as a key strategic differentiatorwithin the financial services sector in the UK, with most major playersundertaking some form of quality…

6874

Abstract

Quality is increasingly being seen as a key strategic differentiator within the financial services sector in the UK, with most major players undertaking some form of quality initiative. Describes work undertaken within TSB Bank plc to determine both retail customer and staff perceptions of those factors which determine service quality. Initially identifies the models developed by Parasuraman et al. as being the most appropriate for modelling the data, but finds that although the service gap model provides an excellent basis for analysis, the SERVQUAL model is of more limited value. Describes an alternative basis for modelling service quality based on the three dimensions of process/outcome, subjective/objective and soft/hard is described and modelled against the experimental data. Describes some conclusions of significance for retail banking in particular, and service providers in general.

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International Journal of Service Industry Management, vol. 5 no. 4
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 20 January 2012

Mamoun N. Akroush

The purpose of this research is to examine an empirical model of marketing strategy and shareholder value through customer satisfaction and financial performance by using a…

3697

Abstract

Purpose

The purpose of this research is to examine an empirical model of marketing strategy and shareholder value through customer satisfaction and financial performance by using a value‐based marketing approach on organisations listed in Amman Stock Exchange Market operating in Jordan.

Design/methodology/approach

A quantitative methodology was employed through conducting two surveys targeting Jordanian organisations' marketing managers and their customers as well as utilising hard measures for financial performance and shareholder value data analysis. A total of 218 marketing managers were involved in the managers' survey and 1,200 customers were involved in the customers' satisfaction survey. A series of exploratory and confirmatory factor analyses were used to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path model analysis was also used to test the hypothesised research model.

Findings

The empirical results indicate that external and internal marketing orientations (IMOs) exerted a positive and significant effect on marketing strategy components, namely: product, price, promotion and distribution strategies. Marketing strategy components exerted a positive and significant effect on customer satisfaction. The findings also indicate that product and price strategies are the strongest drivers of customer satisfaction. Customer satisfaction has a positive and significant effect on financial performance. More importantly, financial performance has a strong positive contribution to shareholder value measured by market value added and earning per share.

Originality/value

This is the first empirical research paper that has investigated a model of marketing strategy and shareholder value through customer satisfaction and financial performance especially in developing countries, e.g. Jordan. This research offered executives and marketing directors empirical evidence on drivers of shareholder value maximisation and how to enhance marketing's strategic influence on strategic decisions which were not available to them before.

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Competitiveness Review: An International Business Journal, vol. 22 no. 1
Type: Research Article
ISSN: 1059-5422

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Article
Publication date: 1 December 2000

Nancy D. Albers‐Miller and Robert D. Straughan

Although services, in general, have increased in significance worldwide, financial services face a less encouraging future. Market saturation has led to a search for growth…

2375

Abstract

Although services, in general, have increased in significance worldwide, financial services face a less encouraging future. Market saturation has led to a search for growth opportunities. One approach has been to utilize traditional marketing techniques such as advertising. Another approach has been to expand into international markets. Managing the international advertising efforts of financial service firms is incredibly complex. This nine country study looks at consistency between advertising content and points of emphasis from financial strategy research. The comparison yields similarities and differences between critical managerial dimensions and themes in international financial service advertisements. Discussion of these findings and implications are provided.

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International Journal of Bank Marketing, vol. 18 no. 7
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 24 May 2011

Firdaus Abdullah, Rosita Suhaimi, Gluma Saban and Jamil Hamali

This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The…

6044

Abstract

Purpose

This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding what factors affect service quality and the BSQ Index, a national indicator reflecting the level of service quality within the banking sector.

Design/methodology/approach

A total of 3380 questionnaires were distributed to the customers of 21 commercial and Islamic banks, of which only 1,519 were deemed usable, yielding a response rate of 44.9 per cent. The proposed 29‐item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis.

Findings

A factorial analysis suggests that service quality has three dimensions namely “Systemization”, “Reliable Communication” and “Responsiveness”, and subsequent multiple regression analysis revealed that “Systemization” is the most important service quality dimension within the banking sector. The overall weighted BSQ Index of 4.00 implies that banking customers are generally pleased with the quality of services rendered by banking institutions.

Practical implications

The new Bank Service Quality Index (BSQ Index) is expected to be an important complement to traditional measures of economic performance, providing useful information to the banking institutions, shareholders, investors, government regulators, and customers. This composite index shall become an indicator reflecting the level of service quality in the banking institutions.

Originality/value

The results from the current study are crucial because previous studies have produced scales that bear a resemblance to SERVQUAL, a generic measure of service quality, which may not be totally adequate to assess the perceived quality in the banking sector. Thus, the present study captured customers' evaluation of service quality in a 29‐item questionnaire exclusively adapted to the unique nature of the banking sector.

Details

International Journal of Quality & Reliability Management, vol. 28 no. 5
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 1 October 2002

Jessica Santos

Intangibility is one of the distinctive characteristics of service. However, the literature also highlights “tangibles” as one of the basic service quality dimensions…

14258

Abstract

Intangibility is one of the distinctive characteristics of service. However, the literature also highlights “tangibles” as one of the basic service quality dimensions. Investigates the importance of tangibles and intangibles in perceptions of service quality as assessed by both customers and service providers. Selects four service industries to reflect a range from high to low levels of tangible components and degree of intangibility in both service process and output. Based on 400 telephone interviews with consumers, shows that the level of tangible components has a positive impact on the perceived importance of the tangible dimension in service quality. However, the second phase of this research, involving a qualitative study with managers in the studied industries, shows that the tangibles dimension is relatively neglected in service industries with high tangible involvement. Presents a model of tangibility and intangibility to aid managers in understanding customers’ perceptions, and to stimulate further research.

Details

Managing Service Quality: An International Journal, vol. 12 no. 5
Type: Research Article
ISSN: 0960-4529

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