Subhash C. Mehta and Srinivas Durvasula
A growing recognition of the critical differences between industrial and consumer services requires additional research emphasis on marketing of services in business‐to‐business…
Abstract
A growing recognition of the critical differences between industrial and consumer services requires additional research emphasis on marketing of services in business‐to‐business context. Presents an application of SERVQUAL as a measure of service quality in Ocean Freight Services. Based on a cross‐section sample of 114 business organizations in Singapore, which regularly utilize ocean freight services for their export needs, the study asked shipping lines for their heaviest used export routes and provide their overall evaluation of services provided by their preferred suppliers. Respondents also evaluated various interfacing departments in the shipping line and SERVQUAL measures on various service quality dimensions. This study identifies the various strengths and weaknesses of the interfacing departments as well as in‐service quality determinants. Further, the relationships between overall line performance, service quality, as well as specific customer service interfacing departments are examined. The findings have important implications for shipping lines’ marketing strategies. Though conducted in Singapore, the study is equally applicable to other Asian environments and NICs where many of the same lines are offering freight services to the exporting organizations.
Details
Keywords
Subhash C. Mehta, Ashok K. Lalwani and Soon Li Han
Current measures of service quality do not effectively capture customers’ perceptions of service quality for different types of retail stores. Explores the usefulness of SERVPERF…
Abstract
Current measures of service quality do not effectively capture customers’ perceptions of service quality for different types of retail stores. Explores the usefulness of SERVPERF, the perceptions component of SERVQUAL and a retail service quality scale (the DTR scale) in measuring the service quality of different product‐service retail environments. Specifically, investigates the relative performance of two scales measuring the service quality of retailers where goods purchase is the primary focus, against another where both goods and services are equally important. Results showed that the DTR scale was superior within the context of a “more goods and less services” environment, i.e. a supermarket, while SERVPERF was better for a retailing context where the service element becomes more important, i.e. an electronic goods retailer. This modified scale measured the service quality of an electronic goods retailer more effectively than either the DTR scale or the SERVPERF. Implications for retailers are discussed
Details
Keywords
Srinivas Durvasula, Steven Lysonski and Subhash C. Mehta
The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping…
Abstract
The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as claims handling, problem handling and complaint handling are associated with the level of satisfaction of customers. In addition, interfacing departments also have varying association with levels of satisfaction of customers. Finds that users of these services can identify problems they experience with ocean freight shipping services, and this may impact their choice of most preferred vs. least preferred shipping line. Concludes by giving recommendations on how service firms can mitigate and be vigilant for service recovery problems.
Details
Keywords
Srinivas Durvasula, Steven Lysonski and Subhash C. Mehta
A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric…
Abstract
A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric testing of the SERVQUAL as a measure of service quality in ocean freight services. Based on a survey of a cross‐sectional sample of 114 business organisations in Singapore, which regularly utilise ocean freight services for their export needs, this study found that the psychometric properties of the SERVQUAL scale are at variance with those found in consumer services settings. Further, the SERVQUAL perceptions scores were found to be a better predictor than the SERVQUAL gap scores. In sum, the service quality measures developed for consumer services can only be applied with caution in business‐to‐business marketing. Implications and future directions for research are discussed.
Details
Keywords
Sagar Sikder, Subhash Chandra Panja and Indrajit Mukherjee
The purpose of this paper is to develop a new easy-to-implement distribution-free integrated multivariate statistical process control (MSPC) approach with an ability to recognize…
Abstract
Purpose
The purpose of this paper is to develop a new easy-to-implement distribution-free integrated multivariate statistical process control (MSPC) approach with an ability to recognize out-of-control points, identify the key influential variable for the out-of-control state, and determine necessary changes to achieve the state of statistical control.
Design/methodology/approach
The proposed approach integrates the control chart technique, the Mahalanobis-Taguchi System concept, the Andrews function plot, and nonlinear optimization for multivariate process control. Mahalanobis distance, Taguchi’s orthogonal array, and the main effect plot concept are used to identify the key influential variable responsible for the out-of-control situation. The Andrews function plot and nonlinear optimization help to identify direction and necessary correction to regain the state of statistical control. Finally, two different real life case studies illustrate the suitability of the approach.
Findings
The case studies illustrate the potential of the proposed integrated multivariate process control approach for easy implementation in varied manufacturing and process industries. In addition, the case studies also reveal that the multivariate out-of-control state is primarily contributed by a single influential variable.
Research limitations/implications
The approach is limited to the situation in which a single influential variable contributes to out-of-control situation. The number and type of cases used are also limited and thus generalization may not be debated. Further research is necessary with varied case situations to refine the approach and prove its extensive applicability.
Practical implications
The proposed approach does not require multivariate normality assumption and thus provides greater flexibility for the industry practitioners. The approach is also easy to implement and requires minimal programming effort. A simple application Microsoft Excel is suitable for online implementation of this approach.
Originality/value
The key steps of the MSPC approach are identifying the out-of-control point, diagnosing the out-of-control point, identifying the “influential” variable responsible for the out-of-control state, and determining the necessary direction and the amount of adjustment required to achieve the state of control. Most of the approaches reported in open literature are focused only until identifying influencing variable, with many restrictive assumptions. This paper addresses all key steps in a single integrated distribution-free approach, which is easy to implement in real time.
Details
Keywords
Finance, accountancy, auditing.
Abstract
Subject area
Finance, accountancy, auditing.
Study level/applicability
Supports information systems audit (ISA), auditing practises and controls, corporate governance and internal controls and financial management modules, business administration and MBA programmes.
Case overview
The case study focuses on the implementation of ISA and information technology in the highly responsible task of executing financial audits The case emphasises on the fact that the advantages of ISA can only be reaped when they are amalgamated with an auditor's scrutiny, sharp eye, extensive knowledge of auditing systems and accounting principles and a rich experience of the auditing function. The suggested synergy also facilitates a reduction of around 60 per cent, in the cost of executing the audits and the man-hours required to complete the audit, as in the case of Jain Chowdhary & Company.
Expected learning outcomes
The case helps students to comprehend the relevance of audit trail. It emphasises on the importance of identifying the source of information and tracking raw data backward. It familiarises the students with the complexities involved in a real audit and emphasises on the role of logic, intelligence, diligence, patience and farsightedness while performing the auditing function. It is important for them to understand how White collar crimes take place in real business economy. This case, hence exposes students to these nuances and can make a student, from a non-commerce background, understand the key elements of efficient auditing. (Elaborate teaching objectives are appended in the teaching note.)
Supplementary materials
Teaching note.
Details
Keywords
This paper deals with the optimization of coal handling system performability for a thermal power plant.
Abstract
Purpose
This paper deals with the optimization of coal handling system performability for a thermal power plant.
Design/methodology/approach
Coal handling system comprises of five subsystems, namely Wagon Tippler, Crusher, Bunker, Feeder and Coal Mill. The partial differential equations are derived on the behalf of transition diagram by using the Markov approach. These partial differential equations are further solved to obtain the performance model with the help of normalization condition. Numerous performability levels are achieved by putting the appropriate combinations of failure and repair rates (FRRs) in performance model. Performability optimization for coal handling system is obtained by varying the population and generation size.
Findings
Highest performability level, that is, 93.33 at population size of 40 and 93.31 at generation size of 70, is observed.
Originality/value
The findings of this paper highlight the optimum value of performability level and FRRs for numerous subsystems. These findings are highly beneficial for plant administration to decide about the maintenance planning.
Details
Keywords
Yusuf Sahin and A. Riza Motorcu
This paper presents a study of the development of surface roughness model when turning the mild steel hardened up to 484 HV with mixed alumina ceramic (KY1615) and coated alumina…
Abstract
This paper presents a study of the development of surface roughness model when turning the mild steel hardened up to 484 HV with mixed alumina ceramic (KY1615) and coated alumina ceramic cutting tools (KY4400). The model was developed in terms of main cutting parameters such as cutting speed, feed rate and depth of cut, using response surface methodology. The established equation indicated that the feed rate affected the surface roughness the most, but other parametres remined stable for arithmetic average height parametre (Ra). However, it decreased with increasing the cutting speed, and with the starting and finishing point of cut for ten point height parametre (Rz). The cutting speed and the depth of cut had a slight effect on surface roughness values of Ra, Rz when using KY4400 cutting tools. Furthermore, the average surface roughness value of Ra was about 0.926 um, 1.089 um for KY1615, KY4400 cutting tools, respectively. The predicted surface roughness was found to be very close to experimentally observed ones at 95% confidence level. Moreover, analysis of variance indicated that squares terms were significant but interaction terms were insignificant for both cutting tools.
Details
Keywords
Priya Jindal and Lochan Chavan
Purpose: The banking sector took the initiative to improve it by releasing a new blockchain application. This innovative approach connects customers from various geographic…
Abstract
Purpose: The banking sector took the initiative to improve it by releasing a new blockchain application. This innovative approach connects customers from various geographic locations and also gives them a sense of banks’ global presence. Competition is one of the most important market factors because consumer tastes, interests and demands constantly change, making it difficult to meet these problems.
Methodology: Blockchain develops a Blue Ocean Approach in this competitive climate by enticing numerous market segments and giving the financial industry a fresh perspective that benefits the potential consumer. This chapter illustrates how the Blue Ocean Approach can be unlocked by a disruptive technology called blockchain, which generates value innovation and renders the competition obsolete.
Findings: This paradigm shifts the emphasis away from the present competition and generates value and demand for the product. The researcher advises that the Blue Ocean Strategy in retail banking, which uses blockchain technology, works very well since it eliminates cut-throat competition and favours costs, operations, and meeting financial targets on time.
Practical Implications: The study focuses on the bank’s real-world application of the Blue Ocean Strategy and the discovery of sustainable marketing strategies that will aid in their pursuit of innovation. It also highlights the elements introduced in the banking industry to support innovation and the development of long-lasting markets.