Academic literature on the topic 'Customer services Management : Service industries Marketing : Service industries Management'
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Journal articles on the topic "Customer services Management : Service industries Marketing : Service industries Management"
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Keaveney, Susan M. "Customer Switching Behavior in Service Industries: An Exploratory Study." Journal of Marketing 59, no. 2 (April 1995): 71–82. http://dx.doi.org/10.1177/002224299505900206.
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Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results of a critical incident study conducted among more than 500 service customers. The research identifies more than 800 critical behaviors of service firms that caused customers to switch services. Customers’ reasons for switching services were classified into eight general categories. The author then discusses implications for further model development and offers recommendations for managers of service firms.
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Löfberg, Nina, and Maria Åkesson. "Creating a service platform – how to co-create value in a remote service context." Journal of Business & Industrial Marketing 33, no. 6 (July 2, 2018): 768–80. http://dx.doi.org/10.1108/jbim-10-2015-0202.
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Purpose The purpose of this paper is to further develop the construct of service platform and to clarify the definition of service platform in an industrial context. To do so, an understanding of the foundations for service platforms, based on a service perspective, is created. Design/methodology/approach The study has adopted a qualitative case study approach and builds on in-depth interviews with remote service teams in two multinational firms: one in the food processing and packaging industry and the other in the pulp and paper industry. Findings The foundations for successful service platforms consist of modularising resources, integrations and service processes to create value propositions. The value propositions could result in variations of a service or in variations of different services. When defining the concept service platform, the perspective of service needs to be made evident; therefore, the authors define service platform as: value proposition(s) consisting of a modular structure that invites to and facilitates value co-creation between resources, through integration opportunities in a continuous service process. Research limitations/implications The results are based on the perspective of two suppliers in similar industries; only remote services were studied. Firms from different types of industries and other types of services could add to the research on service modularity according to a service perspective. Moreover, information about customers and other actors’ involvement on the platform was gathered from the firms studied, no customers or other actors were interviewed. Practical implications This study shows the importance of a firm involving itself in the value creation of the customer, that is, focusing on value co-creation. This implies a close cooperation between the manufacturer and its customer – not only at a given point in time but also over a longer period of cooperation. Through the different types of modules building up the service platform, value co-creation can take place in various ways. Originality/value This study offers original empirical contributions on platforms from a service perspective. The study contributes to servitisation, service modularity and service (dominant) logic research by developing an understanding of the foundations for service platforms based on a service perspective. It also contributes to platform research more specifically by developing a definition of service platform in an industrial context.
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Hartley, Nicole, and Teegan Green. "Consumer construal of separation in virtual services." Journal of Service Theory and Practice 27, no. 2 (March 13, 2017): 358–83. http://dx.doi.org/10.1108/jstp-05-2015-0118.
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Purpose Service encounters are becoming increasingly virtual through the infusion of computer-mediated technologies. Virtual services separate consumers and service providers both spatially and temporally. With the advent of virtual services is the need to theoretically explain how service separability is psychologically perceived by consumers across the spectrum of computer-mediated technologies. Drawing on construal-level theory, the purpose of this paper is to conceptualize a theoretical framework depicting consumer’s construal of spatial and temporal separation across a continuum of technology-mediated service virtuality. Design/methodology/approach The authors conducted two studies: first, to investigate consumers’ levels of mental construal associated with varying degrees of service separation across a spectrum of technology-mediated services; second, to empirically examine consumer evaluations of service quality in response to varying degrees of spatial and temporal service separation. These relationships were tested across two service industries: education and tourism. Findings Consumers mentally construe psychological distance in response to service separation and these observations vary across the spectrum of service offerings ranging from face-to-face (no psychological distance) through to virtual (spatially and temporally separated – high psychological distance) services. Further, spatial separation negatively affects consumers’ service evaluations; such that as service separation increases, consumers’ service evaluations decrease. No such significant findings support the similar effect of temporal separation on customer service evaluations. Moreover, specific service industry-based distances exist such that consumers responded differentially for a credence (education) vs an experiential (tourism) service. Originality/value Recent studies in services marketing have challenged the inseparability assumption inherent for services. This paper builds on this knowledge and is the first to integrate literature on construal-level theory, service separability, and virtual services into a holistic conceptual framework which explains variance in consumer evaluations of separated service encounters. This is important due to the increasingly virtual nature of service provider-customer interactions across a diverse range of service industries (i.e. banking and finance, tourism, education, and health care). Service providers must be cognisant of the psychological barriers which are imposed by increased technology infusion in virtual services.
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Indounas, Kostis. "Market-based pricing in B2B service industries." Journal of Business & Industrial Marketing 34, no. 5 (June 3, 2019): 1030–40. http://dx.doi.org/10.1108/jbim-03-2018-0103.
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PurposeThe purpose of this paper is to investigate the pricing objectives that business-to-business (B2B) service companies pursue to set their prices and to examine the impact of market structure on these objectives.Design/methodology/approachTo achieve the research objectives, data were collected from 193 companies operating in four different B2B service industries.FindingsThe findings of the study indicate that, in the current study, the companies investigated seem to follow various pricing objectives with a particular emphasis being placed on customer-related ones. The study also reveals that the market structure does have an impact on the pricing objectives pursued because different market conditions are found to lead to different pricing objectives.Practical implicationsThe above findings indicate that the managers responsible for setting prices within their firms should follow a “situation-specific approach” and be guided by the unique characteristics of their markets.Originality/valueGiven the lack of similar studies in the existing B2B services literature, the value of the paper is that it represents one of the first attempts to empirically examine this issue.
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Patterson, Paul. "Bringing a Client Focus to International Marketing: A Change Management Case Study." Journal of Management & Organization 6, no. 2 (March 2000): 44–55. http://dx.doi.org/10.1017/s1833367200005411.
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AbstractConsumers the world over are becoming more homogeneous thanks to the unifying forces of travel, media, technology, information transfer and the like. Furthermore, today customers have higher expectations than ever before regarding the quality of service they should receive from a wide range of service organisations (professional as well as non-professional). As customers are increasingly exposed to world best practice in a wide range of service industries, expectations spiral upwards. Slow, discourteous, unresponsive and unprofessional service will no longer be tolerated - but especially when the service is highly customised, complex, costly and high involvement, professional service.Few, if any, studies have examined service quality issues for professional services in an international context. Hence, this case study documents the problems experienced by the Australian Trade Commission's (Austrade) Bangkok, Thailand Post in providing a level of service consistent with clients' (and senior managements') expectations, the steps taken to overcome these long standing service quality shortcomings, as well as the key lessons to be learnt from the process. Today Austrade provides a professional consulting service and thus possesses similar characteristics to many professional service firms (project management, engineering consulting, general management consulting, etc.) and thus the lessons from this successful change management program may be generalisable to other professional services. Furthermore, the lessons should prove invaluable for Australian firms operating in South-East Asia staffed by expatriates and local nationals.
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Patterson, Paul. "Bringing a Client Focus to International Marketing: A Change Management Case Study." Journal of the Australian and New Zealand Academy of Management 6, no. 2 (March 2000): 44–55. http://dx.doi.org/10.5172/jmo.2000.6.2.44.
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AbstractConsumers the world over are becoming more homogeneous thanks to the unifying forces of travel, media, technology, information transfer and the like. Furthermore, today customers have higher expectations than ever before regarding the quality of service they should receive from a wide range of service organisations (professional as well as non-professional). As customers are increasingly exposed to world best practice in a wide range of service industries, expectations spiral upwards. Slow, discourteous, unresponsive and unprofessional service will no longer be tolerated - but especially when the service is highly customised, complex, costly and high involvement, professional service.Few, if any, studies have examined service quality issues for professional services in an international context. Hence, this case study documents the problems experienced by the Australian Trade Commission's (Austrade) Bangkok, Thailand Post in providing a level of service consistent with clients' (and senior managements') expectations, the steps taken to overcome these long standing service quality shortcomings, as well as the key lessons to be learnt from the process. Today Austrade provides a professional consulting service and thus possesses similar characteristics to many professional service firms (project management, engineering consulting, general management consulting, etc.) and thus the lessons from this successful change management program may be generalisable to other professional services. Furthermore, the lessons should prove invaluable for Australian firms operating in South-East Asia staffed by expatriates and local nationals.
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Libai, Barak, Eitan Muller, and Renana Peres. "The Diffusion of Services." Journal of Marketing Research 46, no. 2 (April 2009): 163–75. http://dx.doi.org/10.1509/jmkr.46.2.163.
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Many of the products introduced during the past two decades have been services rather than goods. An important influence on the growth and long-term profits of these services is customer attrition, which can occur at the category level (disadoption) or between firms (churn). However, the literature has rarely modeled how services penetrate a market and has not evaluated the effect of attrition on growth. The authors combine diffusion modeling with a customer relationship approach to investigate the influence of attrition on growth in service markets. In particular, the authors model the effects of disadoption and churn on evolution of a category and on growth of individual firms in a competitive environment. The authors show how neglecting disadoption can bias parameter estimation and, especially, market potential. They also derive an expression for the customer equity of a growing service firm and apply it to valuation of firms operating in competitive industries. The results for six of seven firms in four service categories are remarkably close to stock market valuations, an indicator for the role of customer equity in valuations of growing service firms.
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Bitner, Mary Jo, Bernard H. Booms, and Lois A. Mohr. "Critical Service Encounters: The Employee's Viewpoint." Journal of Marketing 58, no. 4 (October 1994): 95–106. http://dx.doi.org/10.1177/002224299405800408.
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In service settings, customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee. Previous research has identified the sources of satisfaction and dissatisfaction in service encounters from the customer's point of view; this study explores these sources in service encounters from the contact employee's point of view. Drawing on insights from role, script, and attribution theories, 774 critical service encounters reported by employees of the hotel, restaurant, and airline industries are analyzed and compared with previous research. Results generally support the theoretical predictions and also identify an additional source of customer dissatisfaction—the customer's own misbehavior. The findings have implications for business practice in managing service encounters, employee empowerment and training, and managing customers.
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Qian, Chenxiang, Chih-Fu Wu, Zhenbo Zhang, and Hsin-Yu Huang. "A study on the promotional mix of pre-service in the view of service design." Industrial Management & Data Systems 119, no. 8 (September 9, 2019): 1669–90. http://dx.doi.org/10.1108/imds-08-2018-0331.
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Purpose The purpose of this paper is to explore current marketing communication mixes (MCMs) in two industries, electronics home appliance stores (face-to-face interaction) and remote care (interface-mediated interaction), to propose marketing strategies from the perspective of service design and determine the relationships between service interaction patterns and MCMs in the pre-service phase. Design/methodology/approach Six industry experts in marketing were interviewed through semi-structured interviews, the topic of which focused on the details of five MCMs and their correlations were analyzed using a customer journey maps. Finally, the MCMs were further explored to verify differences in attractiveness to customers, respectively. Findings The result showed that the most attractive activity for the electronics home appliance stores customer is the promotion. And the four face-to-face service interaction patterns and MCMs exhibited a low correlation. In addition, the customers of remote care service argued that the personnel selling was the most attractive MCMs to them. For customers who utilize smart devices to communicate with advertisement exhibited the highest correlation coefficient. Research limitations/implications The limitation of this study is that the research only conducts interview research on two service industries. Practical implications This study was expected to develop improved marketing communication strategies to remedy the sales predicament induced by virtual channels and to increase people’s acceptance of remote care service. Originality/value The value of this paper is to analyze the correlation and difference of MCMs and service interaction patterns between electronics home appliance stores and remote care, and propose a structural model of MCMs for two different industries.
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Shamma, Hamed M., Robert F. Dyer, and Marilyn L. Liebrenz-Himes. "Customer Relationship Management in Professional Service Organizations." International Journal of Customer Relationship Marketing and Management 2, no. 2 (April 2011): 1–15. http://dx.doi.org/10.4018/jcrmm.2011040101.
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Customer Relationship Management (CRM) applications have gained primary attention in large service industry sectors, such as the financial, telecommunications and hotel industries. However, relatively few researchers have studied CRM in the context of Professional Service Organizations (PSOs). PSOs are found across a broad spectrum of service offerings and they share several key aspects. Some of these aspects include the following: PSOs are high in people-processing features, have close contact with customers, and are high in credence attributes. Given this critical reliance on the customer, most PSOs would benefit from implementing a CRM system to facilitate their business and sustain customer relationships. This paper compares marketing practices and client management approaches in PSOs between those utilizing and those not utilizing a CRM system. The building industry is used as a case study. The paper introduces the CRM concept, describing its significance to the building industry and presents the methodology and findings from an exploratory research investigation. It also presents a framework for CRM applications in PSOs and highlights a future research agenda tempered by some limitations of the research study.
Dissertations / Theses on the topic "Customer services Management : Service industries Marketing : Service industries Management"
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Hogg, Gillian. "Service quality in business advisory services : the case of the public relations industry in Scotland." Thesis, University of Stirling, 1996. http://hdl.handle.net/1893/2583.
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The thesis concerns quality of service in the context of business advisory services. The economic rationale for improving any quality standard is based on the theory that by creating customer satisfaction and a perception of service quality, an organisation can retain its existing customers and attract new business, thus improving market share. This argument is based on the assumption that by improving the quality of the service delivered to customers, product offerings can be differentiated in such a way as to improve customer value. This is a customer defined approach to quality and assumes that the provider has understood and responded to customer requirements. In order to achieve this it is necessary to understand the particular situational characteristics of this market and the criteria customers use to assess the service they receive. In order to investigate service quality in business advisory services, the public relations industry in Scotland is considered as a specific case. Public relations is a business advisory service concerned with the management of image or reputation. However it is not a homogeneous product and is made up of a number of specific functions that equate to two main product variants. Based on these product variants, the research identifies three main purchaser groups in Scotland. However, although outcome expectations are consistent across purchaser groups, there are different expectations of the process of delivering the service according to the product variant purchased. The research concludes that when purchasers are buying a task level service their perceptions of quality are based upon tangible, measurable service features, whilst purchasers of a managerial product variant are concerned with process factors that lead to developing a relationship of trust. There are also a number of 'bottom-line' expectations, common across purchaser groups, which are essential to a perception of quality. Service quality, in the business advisory service context, is dependant on recognising what constitutes the core product and tailoring the process of delivery to satisfy purchaser expectations. The implications of this research are that an understanding of context is essential when considering service quality, in order that customer expectations and provider delivery combine to achieve added value. Secondly, that product definitions are required in determining the expectations associated with performance quality; and thirdly, that customer segmentation based upon product variant is a viable proposition in business advisory services.
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Weatherly, Kristopher Allen 1964. "Managing multiple demands: Examining the behaviors of customer-contact workers in service industries." Thesis, The University of Arizona, 1991. http://hdl.handle.net/10150/291991.
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This thesis presents the results of two field studies: a preliminary qualitative ethnographic study and an empirical field survey. The research investigated the strategies used by customer-contact workers in service industries when they experience role stress. Four strategies emerged: effort, negotiation, preempting, and avoiding. Negotiation was positively related to role conflict and role ambiguity. Job satisfaction was positively related to effort and negatively related to avoiding. Implications of the findings for service industry managers and researchers are discussed.
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Lowther, Dwain Eldred. "Customer relationship management: A financial perspective." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2694.
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This paper focuses on methods for financial institutions to perform precise customer level analysis to anticipate customers' evolving financial needs and maximize the lifetime value of each customer relationship. The paper proposes software packages that analyze customer relationship management from a financial perspective.
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Liang, Ke Jiang. "Perspectives on needs and satisfaction with lubrication engineering service : views of providers and customers." Thesis, University of Macau, 2001. http://umaclib3.umac.mo/record=b1636663.
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Goehring, Daniel Lynn. "A quest for sales." CSUSB ScholarWorks, 2001. https://scholarworks.lib.csusb.edu/etd-project/1996.
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This paper is to evaluate the sales program at Arrowhead Credit Union, and make recommendations for enhancing and improving it. This paper provide guidance and direction to assist the Arrowhead Credit Unions transition to a sales focused organization.
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Johansson, Daniel, and Patrik Fredriksson. "Customer Needings : Finding the Relationship Gaps between Rolls Royce and their Industrial Customers." Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4263.
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Purpose
The purpose of this thesis is to investigate to what extent Rolls Royce in Kristinehamn manages to fulfil their customer needings. By identifying gaps between offerings and needings, the authors will give recommendations on how Rolls Royce can increase their customers' satisfaction by providing them with what they need.
Method
A qualitative research is used in the form of in-depth face-to-face- and telephone interviews. Eight such interviews have been conducted in this thesis; three interviews with representatives from Rolls Royce and five interviews with representatives from three of their customers.
Findings
Many gaps have been found in the analysis of the empirical study. The most frequently discovered gaps are that; Rolls Royce should have better control over their sub-suppliers and Rolls Royce should agree on higher penalty fees for delay or poor quality. Further gaps have been found in which activities the customer wants to be relieved or enabled of.
Recommendations
A figure of customer specific recommendations have been compiled through the findings. From this figure, general recommendations have been discovered that can, to some extent, represent all of Rolls Royce's customers.
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Donaldson, William George. "An inquiry into the relative importance of customer service in the marketing of industrial products." Thesis, University of Strathclyde, 1993. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.261853.
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Mulder, Gerhard Johan. "A framework for site-based service provision : a study of industrial automation solutions." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/5045.
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Thesis (MBA (Business Management))--University of Stellenbosch, 2009.ENGLISH ABSTRACT: Customers procure solutions and services to streamline and improve their business functions. For services to be viable to a customer, it is required that the service provide more value to their business than the actual cost of procuring the service. This report aims to understand what the value is that the customers place in the services they require. From this understanding, a framework is produced that drives value in delivering site-based support services. The framework is built on four objectives that will deliver value to the customer. The objectives of a service are as follows: to be customer focused, to have effective resource management, to be proactive in nature and to be sustainable over the life of the service. The framework also defines a set of processes that conforms to, and drives the stated objectives. Although there are many such frameworks in existence, their focus is general in nature. This report will focus specifically on the delivery of site-based support services for automation solutions in a manufacturing industry. Site-based support services are expensive in nature because the solution provider provides dedicated and knowledge specific resources to customers. For this reason, the value expected by a customer is much higher than other forms of support services. This problem is investigated and a framework is produced through research of established Service Management frameworks.
AFRIKAANSE OPSOMMING: Kliente bekom oplossings en dienste om hul besigheidsfunksies te stroomlyn en te verbeter. Vir dienste om aantreklik vir 'n klient te wees, word dit vereis dat die voorsiende diens meer waarde tot hul besigheid toevoeg as wat die koste van die diens is. Hierdie verslag mik om te verstaan wat die waarde is wat kliente heg aan die dienste wat hulle vereis. 'n Raamwerk word gebou wat waarde toevoeg in op-perseel gelewerde dienste. Die raamwerk is gegrond op vier doelwitte wat vir kliente waarde lewer. Die doelwitte van 'n diens is om gefokus op die klient te wees, om hulpbronne effektief te kan hanteer, om proaktief van natuur te wees en om ondersteunbaar oor die lewe van die dienste wees. Die raamwerk beskryf 'n stel prosesse wat by diens doelwitte pas en die doelwitte dryf. Alhoewel daar baie ooreenstemmende raamwerke in bestaan is, is die fokus van die bestaande raamwerke algemeen van natuur. Hierdie verslag ondersoek spesifiek die lewering van op-perseel diens ondersteuning vir geoutomatiseerde oplossings in 'n vervaardigings nywerheid. Op-perseel gelewerde ondersteuningsdienste is duur van natuur omdat die diensverskaffer kliente voorsien van toegewyde, kennisryke hulpbronne. Om hierdie rede, vereis die klient meer waarde van op-perseel gelewerde dienste, as van ander diens forums. Deur navorsing van bekende diens besturings raamwerke is 'n nuwe raamwerk gebou wat fokus op die lewering van op-perseel dienste.
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Becker, Cherylynn F. "A middle range approach to theory development for service organization." Diss., Virginia Tech, 1992. http://hdl.handle.net/10919/39441.
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This research specifically addresses the issue of construct validity as it applies to past research in the study of services. Existing empirical research efforts examining the services sector have largely produced mixed results and have consistently failed to support a theoretical framework from which a greater understanding of service organizations could be developed. This has been the case in spite of the seemingly correctness and strong theoretical support for
existing models. Thus, this study did not undertake an attempt to develop a new model for understanding services, rather, the goal was to extend existing theory through operationalizing a construct valid definition of the service concept.Ph. D.
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Theron, Edwin. "The management of long-term marketing relationships in business-to-business financial services." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/1409.
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Thesis (PhD (Business Management))--Stellenbosch University, 2008.Since relationship marketing re-emerged as an approach to marketing, the concept was met with a great deal of interest. This interest resulted in relationship marketing being researched extensively, whilst businesses started to look for ways to build relationships with their clients. Relationships with clients can, however, only be managed if the dimensions contributing to the relationship are adequately identified. From an academic viewpoint, once all the relevant dimensions have been identified, these dimensions can be used to construct a model that can guide the management of long-term marketing relationships. The aim of this study was to identify the dimensions that are important when longterm marketing relationships in business-to-business (B2B) financial services are managed. The study started with a comprehensive review of the marketing literature. The literature review was followed by two empirical studies. The first empirical study was conducted among relationship managers, while the second empirical study focused on both the relationship managers and clients of a leading South African financial services provider. Both the relationship managers as well as the clients were part of the afore-mentioned financial services provider’s B2B domain. Phase 1 of the empirical research (the exploratory study) focused on an assessment of the perceptions of 75 relationship managers in respect of the importance of a number of pre-determined dimensions. A web-based approach was used and a questionnaire was developed according to the requirements of the Analytic Hierarchical Process (AHP) method. Based on the literature review and the results of the exploratory study, a set of 11 dimensions emerged as important for the management of long-term relationships in B2B financial services. The second phase of the empirical research focused on the perceptions of both relationship managers (the relationship manager sample) and B2B clients (the client sample). In the case of the relationship manager sample, a web-based questionnaire was sent to 300 relationship managers, while 400 clients participated in the client study. Relationship manager data were analysed by means of regression analysis whereas the client data were analysed with the aid of Structural Equation Modelling (SEM). The LISREL 8.80 software program was used to fit both the measurement model and the SEM model. The results of the study confirmed the important roles of especially trust and commitment on a person’s intention to stay in a relationship. Furthermore, the study found that relationship managers and clients appear to view the process of relationship management as an intricate process. Although relationship managers and clients differ on the importance of some of the further dimensions, agreement existed for the importance of especially satisfaction and communication. It was also found that relationship managers appear to over-estimate their performance levels on some of the identified dimensions. The uniqueness of the study lies in the simultaneous consideration of the perceptions of both relationship managers and clients. The most important contribution of the study is the construction of a model through which long-term marketing relationships in the B2B financial services industry can be managed.
Books on the topic "Customer services Management : Service industries Marketing : Service industries Management"
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van, Helsdingen Piet, and Vries Wouter de, eds. Services marketing management: An international perspective. Chichester: Wiley, 1999.
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van, Helsdingen Piet, and Gabot Mark, eds. Services marketing management: A strategic approach. 2nd ed. Chichester, West Sussex, England: John Wiley & Sons, 2006.
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Dominck, Georgi, ed. Services marketing: Managing the service value chain. New York: Financial Times Prentice Hall, 2005.
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Zeithaml, Valarie A. Services marketing: Integrating customer focus across the firm. 2nd ed. Boston: Irwin/McGraw-Hill, 2000.
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Jo, Bitner Mary, and Gremler Dwayne D, eds. Services marketing: Integrating customer focus across the firm. 4th ed. Boston: McGraw-Hill/Irwin, 2006.
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Service management and marketing: Customer management in service competition. 3rd ed. Chichester, West Sussex, England: J. Wiley & Sons, 2007.
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Jochen, Wirtz, ed. Services marketing: People, technology, strategy. 7th ed. Boston: Prentice Hall, 2011.
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Lovelock, Christopher H. Services marketing: People, technology, strategy. 7th ed. Boston: Prentice Hall, 2011.
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Jaḱovski, Boško. Marketing na uslužni dejnosti =: Services marketing. Skopje: Evropski univerzitet, 2006.
Find full textBook chapters on the topic "Customer services Management : Service industries Marketing : Service industries Management"
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Sade, A. Bakar, B. Jamil Bojei, and G. William Donaldson. "Customer Service: Management Commitment and Performance within Industrial Manufacturing Firms." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 544–47. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-17320-7_141.
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Kosaka, Michitaka, and Kunio Shirahada. "New Trends in Service Science and Education for Service Innovation." In Advances in Marketing, Customer Relationship Management, and E-Services, 1–21. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4663-6.ch001.
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Service science is a new trans-disciplinary science and technology in the 21st century. In this chapter, firstly, new definitions of service and new directions for service are described for innovations in various industries. Service science should cover not only traditional service industries but also important basic industries such as information or manufacturing industries. Then, the importance of a system’s approach to creating service values is emphasized. In particular, system science and knowledge science are important from the viewpoint of maximizing service value. Finally, education for service innovation considering such trends is proposed and evaluated by implementing it as a management course for professionals in business.
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Shabani, Neda, and Azizul Hassan. "Augmented Reality for Tourism Service Promotion in Iran as an Emerging Market." In Advances in Marketing, Customer Relationship Management, and E-Services, 116–29. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-2206-5.ch005.
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Recently tourism service industry is becoming one of the fastest growing industries in the world that has a positive impact on global economy. Tourism service industry growth in some emerging markets such as Iran is faster due to the expansion of Iran's international relationships. This growth also positively affects tourism service demand. Augmented Reality (AR) is a relatively new technology that allows tourists to combine their experience with technology and place it in real life. It also helps tourism service providers to promote their services. This technology can attract more tourism service consumers by enhancing their experiences that leads to increased revenue. This conceptual chapter explains AR technology and its potential possibilities to promote tourism service market in Iran. Findings determines AR as a better accepted tool for tourism service industry promotion in Iran as an emerging economy as supported by the recent development of international relations.
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Shamma, Hamed M., Robert F. Dyer, and Marilyn L. Liebrenz-Himes. "Customer Relationship Management in Professional Service Organizations." In Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies, 91–105. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-3631-6.ch006.
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Customer Relationship Management (CRM) applications have gained primary attention in large service industry sectors, such as the financial, telecommunications and hotel industries. However, relatively few researchers have studied CRM in the context of Professional Service Organizations (PSOs). PSOs are found across a broad spectrum of service offerings and they share several key aspects. Some of these aspects include the following: PSOs are high in people-processing features, have close contact with customers, and are high in credence attributes. Given this critical reliance on the customer, most PSOs would benefit from implementing a CRM system to facilitate their business and sustain customer relationships. This paper compares marketing practices and client management approaches in PSOs between those utilizing and those not utilizing a CRM system. The building industry is used as a case study. The paper introduces the CRM concept, describing its significance to the building industry and presents the methodology and findings from an exploratory research investigation. It also presents a framework for CRM applications in PSOs and highlights a future research agenda tempered by some limitations of the research study.
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Belal, H. M., Kunio Shirahada, and Michitaka Kosaka. "An Analysis of Knowledge Space Concept and Recursive Approach for Servitizing in Manufacturing Industries." In Advances in Marketing, Customer Relationship Management, and E-Services, 273–91. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4663-6.ch015.
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This chapter proposes a knowledge space concept and a recursive approach to servitizing in the manufacturing industry. Manufacturing companies need to move up the value chain and compete on the basis of value delivered rather than on the basis of typical products. Therefore, more corporations are adding value to their core corporate offerings through services, which is called servitization, and the strength of service activities within the manufacturing industry (servitization) has become the main source of competitive advantage. This chapter identifies two exclusive approaches to adapting servitization in the manufacturing industry called the knowledge space concept and recursive approach, which also explains the value co-creation process with customers through integrating “B-to-B to C,” which produces a company that is a value provider.
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Senturk, Hayat Ayar. "Building the Friendly Airline Brand." In Advances in Marketing, Customer Relationship Management, and E-Services, 197–220. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-5225-9783-4.ch010.
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Hospitality, the hosting behavior that brings convivial and personalized services with the ultimate aim to provide psychological comfort to guests, is a growing success criterion for service firms in today's new, experience-based economy, and thus has received considerable scientific attention in the service industries literatures. In this stream of research, most of the researchers have examined airline hospitality by taking the view pre-flight, in-flight, post-flight tangible and intangible service quality factors in an integrative manner. However, recent researches have pointed out that the airline industry has evolved in a direction where the intangible factor, such as hospitality of the cabin crew, stands out rather than its concrete functions such as “transport.” In the light of this argument, the purpose of this study is, by examining various cases, to theoretically reveal the airline hospitality as a new and fresh perspective that need to be emphasized in digital marketing activities to create widespread impact on customer experiences.
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Oberoi, Sumit, and Pooja Kansra. "Motivating Antecedents and Consequences of Blockchain Technology in the Insurance Industry." In Advances in Marketing, Customer Relationship Management, and E-Services, 276–85. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-8081-3.ch017.
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Quantum leaps in technology affect all phases of business models over numerous industries and are the fundamental characteristic of any technological revolution. Emerging technologies provide new avenues for industries to increase their competitive advantage and enhance the economic progression. The aim of this study is to advance a theoretical model on motivating antecedents and consequences of blockchain technology in insurance industry based on the evidence from past literature. This chapter is approached from the theoretical viewpoint, so it meticulously assesses and examines the prior literature to debate on the role of blockchain technology in the insurance industry. The outcome of the present study is dispassionate and corresponding to the conclusions of the prior literature. Blockchain helps in achieving innovation, augmenting transparency, refining data standards, and advancing an integrated approach for quality service. Thus, the espousal of blockchain in insurance is developing very quickly, and it has become the default platform for the complete insurance industry.
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Dileep, M. R., and Viju Mathew. "Marketing of Tourism Industry." In Strategic Marketing Management and Tactics in the Service Industry, 304–29. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-2475-5.ch012.
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Tourism, being dominated by services, has to generate tourist satisfaction which is inevitable in increasing the market share. Tourist, from the whole process of journey and engaging in various touristic activities, eventually gain an experience, often referred to as tourist/visitor experience in tourism literature. This is an eventual determinant in the tourist satisfaction and both are interrelated. Therefore, marketing is not just limited to employing certain measures and tools to attract tourists; rather it is a comprehensive approach to generate high quality tourist experience leading to customer delight as well. The inherent characteristics associated with tourism marketing make the discussion of 7 P's concept more relevant in the context of tourism, as a single composite industry and as individual industries involved in it. Against this background, an attempt has been undertaken to examine the role and relevance of marketing mix in order to enhance the competency of tourism services using various marketing mix elements.
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Ciasullo, Maria Vincenza, Paola Castellani, Silvia Cosimato, and Chiara Rossato. "How Smartness Enables Value Co-Creation." In Advances in Marketing, Customer Relationship Management, and E-Services, 226–48. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7856-7.ch012.
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Digital revolution has involved and changed many service industries and also retailing, renewing its inbound and outbound processes. The pervasiveness of the internet of things has boosted the rise and growth of digital platforms, exploiting consumers' potential in personalizing their shopping experience, according to their wants and needs. Digital platforms have triggered the transition from a traditional two-sided marketplace towards a dynamic and complex one. The smart mindset, which has pervaded retail service domain, is in line with the current service research, according to which the dematerialization of value exchanges implies a new approach to the traditional service delivery. Therefore, this chapter aims at investigating the way retailers manage digital tools. Embracing the framework of S-D logic, the analysis shapes the role that the digital technologies have in digital process reconfiguration as well as in the shaping of specific context or platform able to boost the emergence of retail service innovation. A multiple case study has been performed.
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Oly Ndubisi, Nelson, Naresh K. Malhotra, and Gina L. Miller. "Customer Reactions to Conflict Management: A Review and Empirical Evidence from Two Service Industries." In Review of Marketing Research, 63–96. Emerald Group Publishing Limited, 2013. http://dx.doi.org/10.1108/s1548-6435(2013)0000010007.
Full textConference papers on the topic "Customer services Management : Service industries Marketing : Service industries Management"
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Nomeer, Mohamed. "Intelligent Energy Platform." In International Petroleum Technology Conference. IPTC, 2021. http://dx.doi.org/10.2523/iptc-21252-ms.
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Abstract Turning an organization to an effective data driven decision making is vital factor to have and achieve digital transformation journey smoothly and successfully in the Energy sector, in which the energy industry has been trying to achieve the complete cycle Listen, Understand, effect and Decide rightly and quickly across the whole value chain such as HR, Finance, legal and contracts, operations, etc. since several decades where the software solutions were not in the priority list of the industry special the operations for many reasons, which created a serious of concequences which the industry is suffering from now such as listening carefully to the operations, understand the exact needs no matter how much we might save even if it’s 1 USD or 1 minute but do it correctly first time will save hours and millions later, silos in the organizations, distracted technologies not integrated, limitation of the technologies capabilities, people skills and compenetencies and the expectation the has been always set wrongly didn't support the industry to have organization reliance, security, safety, service quality and loyalty and reduce time and cost. With the current unprecedented crisis which are the COVID-19 and the massive oil crisis bundled together have created disturbance across the whole Energy industry which impacted the whole value chain not only for the Energy industry not the rest of the industries dramatically. The Panademic affect the whole key processes that the people used to for the last several decades, but the most important thing is change management process or manage to change process approach which is completely changed and from my opinion since years came true. Having the disruptive technologies will support the whole industry to come back much stronger than before as proven in other industries such as Aerospace and Defense, Telecome, Automative, Banking etc. The Intelligent Energy Platform focus on achieving what they couldn't achieve in the last decades through unique a approach towards the whole complete cycle Listen, Understand, effect and Decide, through developing and design a subway map for the whole workflows across the whole industry value chain integrating all the data sources together, by studying and remapping the whole processes, answering key four questions for each process, activity and tasks who, where, what and why, empowered machine learning with algorithms that will achieve the automation through digitizing and standardizing over a cognitive environment. There are several key pillars to get the digital transformation journey successfully and smoothly happening from my experience in the field operations, engineering, business, marketing and sales; Know and be clear on the end goal, which the Intelligent Energy Platform will include; select the right team from all the key stakholders, felexible and adoptable to change during the journey, tackle the exact needs for every process, activity and tasks, the power to change and update the solution at any given time, strong learning system, etc. In addition there are complimentary and network tool which is empowering the Intelligent Energy Platform that will expedite and support the journey massively, which is an advanced Infinity unique communication tool which is empower by all disruptive technology that will allow as an example all field engineers and management to be in one free Infinity business communication ' chatting' constructive and organize powered by disruptive solution where an example the engineer in a field and the operations has stopped for spare parts, equipment, machine, tool, etc. so he/she will send a normal message over our Infinity chatting app through the mobile or tablet and automatically this app will do a quick research in the back system, and display where it's available if it's within the country in another field, company, workshop, hence the engineer will click on the intended target, then automatically will go to the right approvals to approve on fly though the mobile or tablet, this will impact the performance of the operations massively and drop the non-productive time heavily by 20-30% and generate new business revenue in which few companies who are not utilizing all there equipment can rent to other sister companies and get revenue out of instead of just being in the workshop without any useful usage or productivity, it won’t stop by that only but will go to the contracts, legal, HR, etc. After implementing the solution and look to our demand graph, this free, perfect and instant unique communication app will allow the company immediately to see huge improvement on organization resilience which will reduce the time taken for any such request mentioned above from months to few days, organization will be more efficient, reduce cost by millions and millions meanwhile generate new business revenue by millions a well, enhance service customers loyalty and experience, improve decision making process, safety and security. this will impact directly the consumer surplus where the consumers who will be in this case the engineers will be willing to pay the gap based on the market preference and also avoiding the dead loss where the company will be financially and operationally more efficient. Not only that also transforming on people how they are communication through exchanging quickly photos expressing what they want to say, getting the attention quickly, make things faster in terms of decision that need to be taken through friends, families, and sometimes business as well with limitation. Digital is the only recourse and last hope for this industry to get out of its repeated pitfalls in the last decade and Intelligent Energy Platform will allow the industry and the whole value chain to be effectively integrated, tackle all the needs and requirements through Listen, understand, effect and decide to achieve a significant results, generate new jobs and roles and also will allow the industry to upturn again quickly and be able to face the upcoming expected and unexpected crisis. It's clear that the big players in the Energy industry are struggling because of several reasons but the most important factor is the digital path and develop digital solutions and one of the main issues is setting the right expectation which is related to the organizations, expectation and the experience across the whole ecosystem such operators, partners, vendors, etc. our Intelligent Energy Platform is focus on introducing an end-to-end platform solution focus on organization resilience, integrated technology, and completely agile complement by free, profit and instant app such as an infinity unique secured communication app, sharing experience business app, that focus on getting more and more networks to attract thousands and thousands of users and regain the trust and loyalty again in the industry. The unique secured communication app within the Intelligent Energy Platform which is n-sided with the engineers, service companies, management and business team will be zero-price quite close to the YouTube approach in terms of pricing strategy where it will be connecting n-sided with zero price and when it will expand it might be with negative price as well in which will allow 2/ 3 sided and even more to attract more users within the industries and enhance the service loyalty and quality, achieve one of the complex objective organization reliance, optimize performance, decision making and turn to data drive organization successfully and smoothly. Developing the Intelligent energy platform will allow our team to lead the platform approach in the Energy industry differently through free, profit and instant approach which will attract huge number of users who are looking for opportunities to gain the trust, loyalty again and feel secured. this will upturn the companies not only to find their ways throught the right approach but creating and developing new jobs and roles across the whole industry accompaniment significant contribution to the market revenue and profit.