Is services marketing “really” different?

Onkvisit, Sak; Shaw, John J.

doi:10.1080/15332969.1991.9985009

Cited by 22 publications

(36 citation statements)

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“…The final generic attribute is perishability. It refers to the fact that services are time dependent (Zeithaml et al, 1985;Onkvisit & Shaw, 1991;Grönroos, 2000) and cannot therefore be stored in inventories for later use in a similar sense to products. From a customer perspective, however, service value can be stored in terms of, for example, experiences and other types of value (e.g., Vargo & Lusch, 2004;Edvardsson et al, 2005).…”

Section: Ihip Attributes and Service Supply Chain Risk Managementmentioning

confidence: 99%

Service Supply Chain Risk Management

Vilko

Ritala

2014

OSCM: An Int. Journal

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Services are increasing in importance in international business and understanding the characteristics of services in the supply chain context can provide crucial information for enabling efficient and effective implementation of risk management. Service literature has in general suggested that the distinctive nature of services-in contrast to products-can be connected to the so-called IHIP attributes (intangibility, heterogeneity, inseparability of production and consumption, and perishability). In this study, we utilize these attributes in the task of identifying the distinctive features and dynamics of service supply chains in a risk management context. The study provides an important, yet sparsely addressed, viewpoint of the supply chain risk management literature by illustrating the special characteristics of services in this context. We develop a conceptual framework and a set of propositions to highlight our arguments. The findings of the study suggest that service supply chain risk management requires special attention in terms of the IHIP attributes, which include issues the traditional supply chain risk management tools can easily miss. The presented viewpoint is a novel one and provides a new perspective to supply chain risk management theory by linking the service theories to supply chain risk management.

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Section: Ihip Attributes and Service Supply Chain Risk Managementmentioning

confidence: 99%

Service Supply Chain Risk Management

Vilko

Ritala

2014

OSCM: An Int. Journal

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“…Onkvisit and Shaw (1991) classify services as "time dependent" and "time important." Services that are delivered efficiently, promptly, and are able to meet or exceed consumers' expectations, lead to greater customer satisfaction, which in turn can result in trust and an extended relationship between the service provider and the customer (Harrison, 2003;Pont and Mcquilken, 2005;Yap et al, 2012).…”

Section: Introductionmentioning

confidence: 99%

Customer satisfaction and loyalty in the United Arab Emirates banking industry

Sayani

2015

International Journal of Bank Marketing

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Purpose – The purpose of this paper is to identify the determinants of consumer loyalty in Islamic and conventional banks in the United Arab Emirates (UAE). The study has relevance and importance in a country with a dual banking system. Since the products and services offered by the banks are largely homogenous, customer loyalty is mostly associated with the quality of certain tangible and intangible dimensions of service. It is important for the banks to understand the factors that lead to higher satisfaction and subsequent loyalty among consumers in the context of the UAE. Design/methodology/approach – More than 300 respondents were surveyed to understand the factors that lead to continuing a relationship with Islamic and conventional banks. The data were analyzed using ANOVA and stepwise regression. Findings – The findings of the study indicate that Islamic banks’ customers are satisfied with the Shariah Advisory Board, convenience-related factors such as number of branches, and efficiency-related factors like handling issues on the phone. However, an inverse relationship is found between advice by the personnel and length of association with the bank. On the other hand, the importance of reputation and efficient handling of issues on the phone is highlighted with respect to conventional banks. Research limitations/implications – The study focusses only on consumers that bank either with Islamic or conventional banks and excludes those who deal with both Islamic and conventional banks simultaneously. Practical implications – The research has several managerial implications, as the findings of the study not only highlight the factors that banking consumers value the most in the UAE banking sector, but also provide insight into the factors which need immediate attention. These decisions have strategic and resource-related implications for banks. This knowledge will allow banks to align services with their long-term objectives and invest into resources and capabilities that will provide them competitive advantage. Originality/value – The study allows identification of factors that are valued the most by banking consumers in a culturally and religiously diverse country with a dual banking system.

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“…Finally, regarding conditions of access, Amin and Isa [84] found a direct impact on customer satisfaction from the speed of commercial transactions in the banking sector. Onkvisit and Shaw [90] consider services to be "time dependent" and "time important." If a service is delivered efficiently and quickly, it will meet or even go beyond the customer's expectations, leading to long-lasting relational bonds between the provider of the service and the client [13].…”

Section: Outcome Quality and Loyaltymentioning

confidence: 99%

Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach

et al. 2019

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Research into the influence of service quality on customer loyalty has typically focused on confirming isolated direct causal influences regarding particular dimensions of quality, usually undertaken in the context of positive, firm-customer relations. The present study extends analysis of these factors through a new lens. First, the study was undertaken in a market context following a crisis that has had far-reaching consequences for customers’ relational behaviors. We explore the case of the Spanish banking industry, a sector that accurately reflects these new relational conditions, including a rising demand for more socially responsible banking. Second, we propose a holistic model that combines the effects of four key factors associated with service quality (outcome, personnel, servicescape and social qualities). We also apply an innovative predictive methodological technique using partial least squares (PLS) and qualitative comparative analysis (QCA) that enables us not only to determine the direct causal effects among variables, but also to consider different scenarios in which to predict customer loyalty. The results highlight the role of outcome and social qualities. The novelty of the social qualities factor helps to underscore the importance of social, ethical and sustainable practices to customer loyalty, although personnel and servicescape qualities must also be present to improve the predictive capability of service quality on loyalty.

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Is services marketing “really” different?

Cited by 22 publications

References 0 publications

Service Supply Chain Risk Management

Service Supply Chain Risk Management

Customer satisfaction and loyalty in the United Arab Emirates banking industry

Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach

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