Quality mental model convergence and business performance

Rust, Roland T.; Moorman, Christine; Beuningen, Jacqueline van

doi:10.1016/j.ijresmar.2015.07.005

Cited by 17 publications

(24 citation statements)

References 84 publications

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“…Also, our finding that leadership ambidexterity is present in all our dual culture organizations is consistent with work by Rust et al (2016) who suggest that cost emphasis comes from the top and found that the companies that are successful in their cost emphasis tend to have it pushed down. In sum, senior management must build a culture of costconsciousness and intense service excellence simultaneously (Mittal et al 2005;Anderson et al 1997).…”

Section: Organizational Ambidexteritysupporting

confidence: 90%

“…A dual strategy is clearly highly desirable, but very difficult to achieve (Rust et al 2002). While the financial performance of the strategies has been examined and the desirability of a dual strategy established, there is a wide gap in the literature with regard to how service organizations might be able to achieve it (c.f., Mittal et al 2005;Rust et al 2016;Swaminathan et al 2014), which we examine in this study.…”

Section: Empirical Evidencementioning

confidence: 99%

“…•The literature uses various terms similar to dual culture strategy, including dual strategy, dual emphasis (Rust et al 2016;Mittal et al 2005;Swaminathan et al 2014), and simultaneous attempts to increase both customer satisfaction and productivity (Anderson et al 1997). We use the term dual culture strategy throughout.…”

Section: Empirical Evidencementioning

confidence: 99%

“…Customer satisfaction strategy •Service marketing literature uses various terms to describe an organization's focus on delivering customer satisfaction, including revenue emphasis (Rust et al 2016), customer satisfaction (Anderson et al 1997;Swaminathan et al 2014), and effectiveness (Rust and Huang 2012). We focus on the high end of customer satisfaction and use the term service excellence strategy.…”

Section: Empirical Evidencementioning

confidence: 99%

“…•The literature uses various terms to describe an organization's focus on productivity, including cost emphasis (Rust et al 2002(Rust et al , 2016, cost reduction (Mittal et al 2005), efficiency (Swaminathan et al 2014), and productivity (Anderson et al 1997). …”

Section: Productivitymentioning

confidence: 99%

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Cost-effective service excellence

Wirtz

Zeithaml

2017

J. of the Acad. Mark. Sci.

185

117

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This article integrates relevant literature to develop a conceptual model on the potential avenues to achieve service excellence at low unit costs, which we term cost-effective service excellence (CESE). To gain a deeper understanding of these strategies, their applicability and interrelatedness, we analyze how 10 organizations have achieved CESE. Our findings show that CESE can be achieved through three core strategies. First, a dual culture strategy provides a comprehensive set of highquality services at low cost, largely driven by leadership ambidexterity and contextual ambidexterity. Second, an operations management approach reduces process variability and thereby allows the increased use of systems and technology to achieve CESE. Third, a focused service factory strategy can enable CESE through a highly specialized operation, typically delivering a single type of service to a highly focused customer segment. The use of the three approaches ranges from Bpure^(e.g., mostly pursuing a dual culture strategy) to combinations of the latter two approaches with the dual culture strategy (e.g., a focused service factory strategy combined with dual culture). Our conceptual model provides an integrated view of the strategic options available to organizations that aim to pursue a strategy of CESE.

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Section: Organizational Ambidexteritysupporting

confidence: 90%