...Research proposal Consumer choice of service provision in services industries Birgit Rettinger Author: Dipl.-Kffr. Birgit Rettinger Doctoral Student ESCP-EAP European School of Management Berlin Chair of Marketing (Prof. Dr. Frank Jacob) Heubnerweg 6 14059 Berlin Germany T: ++49 (0) 30 / 3 20 07-129 F: ++49 (0) 30 / 3 20 07-118 birgit.rettinger@escp-eap.de I. Introduction In the past decade the range of service provision modes in services industries has increased considerably especially as information technology got increasingly sophisticated. Accordingly, the phenomenon of multiple service provision options, owned by one company and providing similar services simultaneously is relatively new (Neslin et al. 2006). Moreover, modified consumer habits and lifestyles have led to altered attitudes concerning modes of service provision. At the same time, there has be a growing call for a paradigm shift to customer focus and value creation (see for instance, Sheth and Sisodia 2003). In line with this, the notion of the consumer‟s part in value creation has changed. Consumers now are seen as actively involved in creating value instead of being only passive responders (Beckett and Nayak 2008; Vargo and Lusch 2004; Xie et al. 2008). II. Statement of the Problem and Purpose of the Study The research is intended to focus exclusively on the consumer‟s perspective concerning the choice of service provision in services industries. This is regarded as consistent...
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...of Telecom Malaysia and A.K. Khan and Company Ltd of Bangladesh. It has started its commercial operation in Dhaka as a Global system for mobile communication (GSM) 900 cellular operators on 15th November 1997. Moreover, Aktel has commenced its operation in Chittagong on March 26, 1998. Aktel is the market follower in telecommunication service in Bangladesh having more than 1 million subscribers and is controlling approximately 23% of the market share. According to Islam, Khan, and Rahman (2002), the market share of Aktel is now decreasing at a great extent as the customer loyalty level is decreasing. As the socioeconomic status of the country does not provide further possibilities to enhance the growth of the industry, as a market follower, Aktel should strive to retain its existing subscribers and penetrate other operator’s subscriber. Therefore, there is an emergence of studying the related facets of the customer loyalty in the context of Bangladesh GSM telecommunication system for Aktel to retain and increase its market share. Hence, in the current study, the researchers intend to examine whether there are relationships among service quality, customer satisfaction, trust, and customer loyalty in Aktel in Bangladesh or not. Statement of the problem Customer satisfaction and trust are positively related with customer loyalty (Bruhn & Grund, 2000; Chaudhuri & Holbrook, 2002; Gronholdt, Martensen, & kristensen, 2000; Gerpott, Rams, & Schindler, 2001; Kristensen...
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...result of liberalization and globalization. In such a ever changing scenario, expansion and maintaining the loyal customer base seems to be a great challenge for the mobile service providers. As a result of increased competition, customer loyalty and retention have become important goals for mobile service operators. Reacting to the pressures, most of the cellular mobile service providers are trying to attract subscribers by not only reducing their tariff rates but also giving attention to the quality of services delivered. In this context the present paper focuses on the customer loyalty and retention in cellular mobile communication. Literature review was carried out covering the theoretical and empirical work on the subject and exploring the relations with service quality. Exploratory interviews were conducted in order to gain practical insights of the subject. Based on the literature review and findings from the interviews, this paper presents a rich research agenda for further research. 1.0 INTRODUCTION T he forces of liberalization and globalization of telecommunication market have pressurized the companies to maintain their market share by focusing on retaining their current customers. They are being increasingly confronted with challenges to attract their subscribers by providing high quality services. With the increase in the cost of acquisition of new customers, cellular mobile companies continually seek new ways to acquire, retain and increase their subscriber base...
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...DATABASE DESIGN Research Paper You are to write a research paper about an approved topic in the field of Information Technology (IT) Management, preferably in the area of Database Systems. The topic must be of current interest to the IT professionals. The deadline for the topic approval is September 20. You must turn into me one page (single-spaced) ‘Abstract’ of your paper by that date. A partial list of journals which publish articles pertaining to the IT area is attached. These publications are some of the source for your research work. Your paper must be between 12 and 15 pages of typed, doubled-spaced text, not including your references and any appendices or attachment. Plagiarism will result in a grade of zero. Your research paper is due on November 29. It will be graded according to the criteria on the attached page Suggested Structure of Research Paper Abstract: Half-page (single spaced) summary of the paper I. Introduction: - Problem Background -Problem Importance - Purpose and contents of this paper i. Target audience of the paper ii. Overall objective iii. Within the overall objective, the specific issues or question addressed in the paper iv. A precise statement of the content of the paper v. Scope and limitation of the paper vi. Usefulness of the paper - How would the target audience...
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...influence that reward recipient category and product involvement have on intent to purchase. Finally, implications and limitations for future research are discussed. Keywords: involvement, perceived fairness, purchase intention, referral reward programs, word-of-mouth References Ahrens, J., Coyle, J. R., & Strahilevitz, M. A. (2013). Electronic word of mouth: the effects of incentives on eReferrals by senders and receivers. European Journal of Marketing, 47(7), 1034–1051. http://dx.doi.org/10.1108/03090561311324192 Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of the Personality and Social Psychology, 51(6), 1173–1182. http://dx.doi.org/10.1037/0022-3514.51.6.1173 Barrot, D., Becker, J. U., & Meyners, J. (2013). Impact of service pricing on referral behavior. European Journal of Marketing, 47(7), 1052–1066. http://dx.doi.org/10.1108/03090561311324200 Bowman, D., & Narayandas, D. (2001). Managing customer-initiated contacts with manufacturers: the impact on share of category requirements and word-of-mouth behavior. Journal of Marketing Research, 38(3), 281–297. http://dx.doi.org/10.1509/jmkr.38.3.281.18863 Celsi, R., & Olson, J. (1988). The role of involvement in attention and comprehension processes. Journal of...
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...Iowa State University Digital Repository @ Iowa State University Graduate Theses and Dissertations Graduate College 2014 A review of studies on luxury hotels over the past two decades Yin Chu Iowa State University Follow this and additional works at: http://lib.dr.iastate.edu/etd Part of the Advertising and Promotion Management Commons, Business Administration, Management, and Operations Commons, Home Economics Commons, Management Sciences and Quantitative Methods Commons, and the Marketing Commons Recommended Citation Chu, Yin, "A review of studies on luxury hotels over the past two decades" (2014). Graduate Theses and Dissertations. Paper 13913. This Thesis is brought to you for free and open access by the Graduate College at Digital Repository @ Iowa State University. It has been accepted for inclusion in Graduate Theses and Dissertations by an authorized administrator of Digital Repository @ Iowa State University. For more information, please contact hinefuku@iastate.edu. A review of studies on luxury hotels over the past two decades by Yin Chu A thesis submitted to the graduate faculty in partial fulfillment of the requirements for the degree of MASTER OF SCIENCE Major: Hospitality Management Program of Study Committee: Liang (Rebecca) Tang, Major Professor Tianshu Zheng Fatma Baytar Iowa State University Ames, Iowa 2014 Copyright © Yin Chu, 2014. All rights reserved. ii TABLE OF CONTENTS Page LIST OF TABLES ....
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...Journal of Operations Management 20 (2002) 121–134 The service concept: the missing link in service design research? Susan Meyer Goldstein a,∗ , Robert Johnston b , JoAnn Duffy c , Jay Rao d a c Department of Operations and Management Science, University of Minnesota, 321 19th Avenue S, Minneapolis, MN 55455, USA b Warwick Business School, University of Warwick, Coventry CV4 7AL, UK Gibson D. Lewis Center for Business and Economic Development, Sam Houston State University, Huntsville, TX 77341-2056, USA d Management Division, Babson College, Babson Park, MA 02457, USA Abstract The service concept plays a key role in service design and development. But while the term is used frequently in the service design and new service development literature, surprisingly little has been written about the service concept itself and its important role in service design and development. The service concept defines the how and the what of service design, and helps mediate between customer needs and an organization’s strategic intent. We define the service concept and describe how it can be used to enhance a variety of service design processes. As illustrations here, we apply the service concept to service design planning and service recovery design processes. Employing the service concept as an important driver of service design decisions raises a number of interesting questions for research which are discussed here. © 2002 Elsevier Science B.V. All rights reserved. Keywords: Service...
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...Affects of Multiple Deployments on Military Service Members and Families during Operation Iraqi Freedom (OIF) and Operation Enduring Freedom (OEF): Time Period 2001-2012 Gina Pagano-Briglin, MSW University of the Incarnate Word 3 December 2012 I. Introduction Since September 11, 2001, there have been significant changes in the security measures of air travel, financial security, but one of the most significant changes is that of military operations. The United States began combat operations in Iraq and Afghanistan on October 7, 2001 in response to the September 11, 2001 terrorist attacks officially referred to as Operation Enduring Freedom (OEF) and Operation Iraqi Freedom (OIF). Since October 2001, about 1.9 million service members have been deployed to Afghanistan and Iraq (Asbury & Martin, 2011). OEF/OIF has many unique features with regard to the military forces being sent to fight oversees. The all-volunteer military has experienced multiple deployments to the combat areas, with an increased use of the National Guard and Reserve Components, higher numbers of deployed women and parents of young children, and increases in the number of service members surviving severe injuries and other side effects from combat (Shaw & Hector, 2010). Service members may be subjected to more than one deployment. Studies show that overall about 40% of current military service members have been deployed more than once, with over one quarter serving...
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...European Journal of Marketing Service behaviors that lead to satisfied customers Kathryn Frazer Winsted Article information: To cite this document: Kathryn Frazer Winsted, (2000),"Service behaviors that lead to satisfied customers", European Journal of Marketing, Vol. 34 Iss 3/4 pp. 399 - 417 Permanent link to this document: http://dx.doi.org/10.1108/03090560010311920 Downloaded on: 16 September 2014, At: 19:29 (PT) References: this document contains references to 72 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 5472 times since 2006* Downloaded by UNIVERSITI MALAYSIA TERENGGANU At 19:29 16 September 2014 (PT) Users who downloaded this article also downloaded: Kathryn Frazer Winsted, (2000),"Patient satisfaction with medical encounters – a cross#cultural perspective", International Journal of Service Industry Management, Vol. 11 Iss 5 pp. 399-421 Göran Svensson, (2006),"New aspects of research into service encounters and service quality", International Journal of Service Industry Management, Vol. 17 Iss 3 pp. 245-257 Göran Svensson, (2006),"The interactive interface of service quality: A conceptual framework", European Business Review, Vol. 18 Iss 3 pp. 243-257 Access to this document was granted through an Emerald subscription provided by 460805 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information...
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...IJCSI International Journal of Computer Science Issues, Vol. 9, Issue 3, No 2, May 2012 ISSN (Online): 1694-0814 www.IJCSI.org 99 The Influence of Service Recovery Strategies on Word Of Mouth: Views of Mobile Phone Users Samsudin Wahab and Nor Sabrina Norizan Center of Applied Management Studies Faculty of Business Management, Universiti Teknologi MARA 42300 Puncak Alam, Selangor Abstract This study explores the relationship between perceived customer dimensions of justice and word of mouth among the selected university students in mobile phone usage. The respondent used for this study was 500 business students of Malaysian university students located in Kelang Valley. Out of 327 questionnaires distributed, there were 181 complainants. Dimensions of justice act as an independent variable consisted of procedural, interactional and distributional justice. In order to determine the relationship between dimensions of justice and customer satisfaction the researcher used multiple regressions. The result showed that distributional justice and interactional justice as a significant unique contribution to the prediction of customer word of mouth. Further research should be carried out to identify the other factors of service recovery strategies that will help in increasing the customer satisfaction towards the organization. As this research was conducted in the telecommunication sector, it would be appropriate if further research can investigate if customers from the other...
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...Yes, the authors of this research article do have the appropriate clinical and educational credentials. Patricia Kelly is a Registered Dietician, has a Bachelor of Science in Nutrition and is a Certified Lactation Consultant (CLC). Patricia is the Co-Founder, CEO and Chairman of Limerick Incorporated, which was developed to support working mothers in meeting their goal of breastfeeding (Limerick, 2016). Patricia Kelly is Joan Ortiz’ mother. In addition to being a Registered Nurse, Joan Ortiz is the Co-Founder of Limerick Incorporated and the President of Limerick Workplace Lactation Program. She is also a CLC. Kathryn Mary McGilligan holds a Master of Science and is a former researcher in nutrition. A strength of this research team is their education, as stated previously, in the field that they are researching. A weakness is that the employers who sponsored the program have a contract with Limerick Incorporated. Therefor their products and services were the only ones used. Leaving to question a bias in favor of their product and services. The CLC’s are the owners are the company who manufacture the product that is being promoting within the workplace environment to support breastfeeding mothers. Another weakness of the team is that it is mother and daughter which could cause conflict depending on their relationship. Their Company, Limerick Incorporated, has only done minimal research according to their research page none of which has been done on competitors’...
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...International Journal of Business and Management Vol. 5, No. 4; April 2010 Influence of Service Quality on Customer Satisfaction Application of Servqual Model K. Ravichandran College of Business Administration in Alkharj, King Saud University P O Box 165, 11942, Alkharj, Saudi Arabia E-mail: varshal2@yahoo.com B. Tamil Mani Reader, Gandhigram University Dindugul, Tamilnadu, India E-mail: dr_tamilmani@rediffmail.com S. Arun Kumar Department of Management Studies, Saranathan College of Engineering Trichy, Tamilnadu, India E-mail: arunkanthh@yahoo.co.in S. Prabhakaran College of Business Administration in Alkharj, King Saud University P O Box 165, 11942, Alkharj, Saudi Arabia E-mail: jopraba@gmail.com Abstract Financial liberalization has led to intense competitive pressures and private banks dealing in retail banking are consequently directing their strategies towards increasing service quality level which fosters customer satisfaction and loyalty through improved service quality. This article examines the influence of perceived service quality on customer satisfaction. The article concludes that increase in service quality of the banks can satisfy and develop customer satisfaction which ultimately retains valued customers. Keywords: Perceived Service Quality, SERVQUAL, Customer satisfaction 1. Introduction Private Banks dealing in retail banking Industry is consequently put into lot of pressures due towards increase in global competition. Various strategies are formulated...
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...322 Marketing of Services Year 3 Year: 2012/2013 Course Director: Dr. Sheila Malone Contents 1. Introduction.................................................................................... 3 2. Course Objectives ........................................................................... 4 2.1 Learning Outcomes ......................................................................... 4 3. Recommended Reading ................................................................... 4 4. Assessments................................................................................... 5 5. Lecture and Workshop Activities ...................................................... 7 5.1 Workshop Timetable........................................................................ 8 5.2 Lecture Programme......................................................................... 8 2 1. Introduction Welcome to the Marketing of Services module 2012-2013. This is a 15 credit point module. The overall aim of this course is to develop an appreciation and understanding of Services Marketing from a theoretical point of view as well as business and management context. This will be achieved by exploring the key theoretical foundations for services marketing, including the models and frameworks associated with the marketing of services and examining how these are employed by managers in service based companies. The course is divided into four themes: a) The DNA of Services, 2) An Experiential...
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...European Journal of Marketing 30,1 8 Received October 1994 Revised April 1995 SERVQUAL: review, critique, research agenda Francis Buttle Manchester Business School, Manchester, UK SERVQUAL: a primer SERVQUAL provides a technology for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and Berry, have further developed, promulgated and promoted the technology through a series of publications (Parasuraman et al., 1985; 1986; 1988; 1990; 1991a; 1991b; 1993; 1994; Zeithaml et al., 1990; 1991; 1992; 1993). The ABI/Inform database “Global edition”, (September 1994) reports that service quality has been a keyword in some 1,447 articles published in the period January 1992 to April 1994. By contrast SERVQUAL has been a keyword in just 41 publications. These publications incorporate both theoretical discussions and applications of SERVQUAL in a variety of industrial, commercial and not-for-profit settings. Published studies include tyre retailing (Carman, 1990) dental services (Carman, 1990), hotels (Saleh and Ryan, 1992) travel and tourism (Fick and Ritchie, 1991), car servicing (Bouman and van der Wiele, 1992), business schools (Rigotti and Pitt, 1992), higher education (Ford et al., 1993; McElwee and Redman, 1993), hospitality ( Johns, 1993), business-tobusiness channel partners (Kong and Mayo, 1993), accounting firms (Freeman and Dart, 1993), architectural services (Baker and Lamb, 1993), recreational...
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...Assignment in Basic Research Find a sample research article which is related to your field of specialization. (Hotel Management) Submitted by: Andreyan M. Solanoy Submitted to: Dr. Perlita Esrael (Professor) A SYSTEMATIC REVIEW OF KNOWLEDGE MANAGEMENT RESEARCH IN THE HOSPITALITY AND TOURISM INDUSTRY by Xu Cheng Bachelor of Art Guangdong University of Business Studies 2008 A thesis submitted in partial fulfillment of the requirements for the Master of Science in Hotel Administration William F. Harrah College of Hotel Administration Graduate College University of Nevada, Las Vegas December 201 Assignment in Basic Research Find a sample research article which is related to your field of specialization. (Hotel Management) Submitted by: Ma. Florina Teresa T. Tampos Submitted to: Dr. Perlita Esrael (Professor) Assignment in Basic Research Find a sample research article which is related to your field of specialization. (Hotel Management) Submitted by: Floven P. Laurencio Submitted to: Dr. Perlita Esrael (Professor) ABSTRACT A Systematic Review of Knowledge Management Research in the Hospitality and Tourism Industry ...
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