Characteristics of services – a new approach uncovers their value

Moeller, Sabine

doi:10.1108/08876041011060468

Cited by 171 publications

(142 citation statements)

References 46 publications

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“…This argument resonates strongly with several authors (Frei, 2007;Moeller, 2008;Moeller, 2010) who recommend that management research and practice focus on the variability of customer inputs as the origin of service process management issues. It should be noted that the degree of customer contact in the process is often seen as an important consideration for service process design (Chase, 1978;Chase, 1981;Chase and Tansik, 1983;Wemmerloev, 1990).…”

Section: Service Process Design In the Om Literaturementioning

confidence: 84%

Process design principles in service firms: Universal or context dependent? A literature review and new research directions

Ponsignon¹,

Smart²,

Maull³

2012

Total Quality Management & Business Excellence

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The aim of this article is to assess whether process design principles derived from best practices are universally applicable to service organisations or context dependent. This is achieved through a comprehensive review of the Business Process Management (BPM) and Operations Management (OM) literatures. Our comparison of the existing bodies of knowledge in these disciplines reveals major inconsistencies in how the topic of process design in service environments is addressed. Drawing on the more mature, contingencyoriented OM literature we challenge the BPM discipline which prescribes that process design principles derived from best practices are universally applicable irrespective of the context in which the service organisation operates. The results strongly suggest that in the business process design area one size does not fit all service organisations and that some design principles fit better under certain contextual conditions. We then use these findings to 2 develop a contingency conceptual framework and associated research propositions linking the firm's service strategy context to the use of particular business process design principles. This extends existing theory and provides a platform for future process design research in service organisations that is more closely aligned with the needs of practitioners.

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Section: Service Process Design In the Om Literaturementioning

confidence: 84%

Process design principles in service firms: Universal or context dependent? A literature review and new research directions

Ponsignon¹,

Smart²,

Maull³

2012

Total Quality Management & Business Excellence

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“…There were four fundamental characteristics that have been regularly applied in describing services; these include intangibility, heterogeneity, inseparability and perishability [9]. Intangibility was defined as not being palpable and an object [10].…”

Section: Service Qualitymentioning

confidence: 99%

Service Quality Expectation and Cultural Diversity in Fast Fashion Retailing

Luximon¹,

Chan²

2017

JTEFT

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Fast Fashion the production highly fashionable and affordable items under uncertain demand and short lead time, has become a global industrial trend in recent decade. With the increasing popularity, competition among fast fashion retailers has been focused on improving design, price and service quality in order to differentiate themselves from their competitors. Understanding and improving service quality, which has a direct interaction with customers, is crucial especially in cities with a blend of different cultures. This study draws attention on how cultural values are affecting customers' service quality expectations in Hong Kong fast fashion retailing. This study considered 283 cultural-diversified respondents with previous shopping experience in Hong Kong fast fashion stores. With a service quality measurement tool specified for Hong Kong fast fashion retailing situation, this study confirmed the significance of cultural perspectives in shaping customers' service quality.

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“…np. Moeller, 2010;Gummesson, 2004;Frei, 2008]. Zasadniczo wyróżnia się kilka rodzajów segmentacji, które przedstawiono w tab.…”

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Use of the Method RFM Segmentation of Customers for Marketing Purposes. Exploration on the Basis of Data from the Trading Company

Pawłowski¹,

Banaś

Pastuszak

2016

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Kod JEL: C38 WstępWiele firm handlowych opiera swoją strategię rozwoju na perfekcyjnej obsłudze klientów, której jakość jest ciągle doskonalona i prezentowana jako oferta na rynku. Regularni klienci firmy oraz potencjalni klienci, obecni na rynku, postrzegają tę ofertę przez pryzmat potencjalnej wartości dla ich indywidualnych celów. Strategia perfekcyjnej obsługi jest także elementem zarządzania bazą klientów, a w szczegól-ności marketingową metodą zdobywania nowych kontrahentów. Z drugiej strony strategia doskonałej obsługi nie pozostaje obojętna z punktu widzenia ogólnego wyniku finansowego firmy czy też rentowności poszczególnych procesów. Wydaje się być interesujące zagadnienie czy -w wyniku zachęcenia taką strategią -częste Pobrane z czasopisma Annales H -Oeconomia http://oeconomia.annales.umcs.pl

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Characteristics of services – a new approach uncovers their value

Cited by 171 publications

References 46 publications

Process design principles in service firms: Universal or context dependent? A literature review and new research directions

Process design principles in service firms: Universal or context dependent? A literature review and new research directions

Service Quality Expectation and Cultural Diversity in Fast Fashion Retailing

Use of the Method RFM Segmentation of Customers for Marketing Purposes. Exploration on the Basis of Data from the Trading Company

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