Service gap deployment: a framework to link quality gaps to service activities

Franceschini, Fiorenzo; Mastrogiacomo, Luca

doi:10.1504/ijsom.2018.088474

Cited by 12 publications

(3 citation statements)

References 20 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…However, despite the apparent negative consequences due to brands' transgressions, it appears as though branding research predominantly focus on positive brand associations (Lee, Conroy and Moton, 2009a;Platania, Morando and Santisi, 2017;Zarantonello, Romani, Grappi and Fetscherin, 2018), including brand attachment (Japutra, Ekinci and Simkin, 2014), brand love (Batra, Ahuvia, and Bagozzi, 2012) and brand affection (Tse and Chan, 2008). The negative associations with brands have received limited attention, and particularly so concerning service brands (De Chernatony and Segal-Horn, 2003;Veloutsou and Guzman, 2017), which are often characterised by their complexity due to service delivery processes (Franceschini and Mastrogiacomo, 2018).…”

Section: Introductionmentioning

confidence: 99%

A quantitative exploration of service brand avoidance and its antecedents

Mostert¹,

Petrou²,

Petzer³

et al. 2021

IJSOM

View full text Add to dashboard Cite

With consumers increasingly avoiding service brands due to a wide range of transgressions by organisations, it is surprising that research relating to service brand avoidance is lacking, with most studies focusing on positive brand associations. However, more recently researchers started exploring service brand avoidance by gaining insights into this phenomenon through qualitative research by identifying possible reasons as to why consumers would not only avoid service brands, but also terminate their relationships with brands. This paper furthers our understanding of service brand avoidance by being one of the first research studies to quantitatively explore the antecedents of service brand avoidance. Data were collected by means of convenience sampling from 299 South African cell phone users. Findings indicate that of those antecedents of service brand avoidance identified through previous qualitative studies, identity avoidance, moral avoidance, deficit-value avoidance and experiential avoidance predict service brand avoidance, whereas advertising avoidance does not.

show abstract

Section: Introductionmentioning

confidence: 99%

A quantitative exploration of service brand avoidance and its antecedents

Mostert¹,

Petrou²,

Petzer³

et al. 2021

IJSOM

View full text Add to dashboard Cite

show abstract

“…As represented in Table 4, the expectations were found to be higher than the perceptions across all the SERVQUAL dimensions ( p < 0.05 for all the gaps in both groups). Alternatively, the median values would have been an appropriate central tendency indicator to avoid the effect of extreme evaluations (outliers (Franceschini and Mastrogiacomo, 2018). Along this line, the findings also suggest a statistically significant gap when the medians of perceptions and expectations are taken into the account.…”

Section: Results and Key Findingsmentioning

confidence: 99%

Development and application of a service design-based process for improvement of human resource management service quality

Mashhady

Khalili

Sameti

2021

BPMJ

View full text Add to dashboard Cite

PurposeThis research approaches human resource management (HRM) as a service and aims to develop and test a process for improving perceived HRM service quality.Design/methodology/approachA three-step process was developed by incorporating concepts and tools from service design approach. Based on the literature, it was hypothesized that applying this process could improve perception of HRM service quality, perceived HRM service value, level of leader–member exchanges along with perceived organizational support, role clarity and role ambiguity. A case study was conducted and these variables were measured and compared, before and after testing the process for a test group and a control group within an organization.FindingsThe main findings suggest the effectiveness of the presented process in improving the perceived HRM service quality and social exchanges (in terms of perceived organizational support and leader–member exchanges), while reducing role conflict and role ambiguity in employees and supervisors.Practical implicationsIn a general sense, the obtained result implies that leveraging holistic and collaborative service design tools and concepts in (re)designing internal services, such as HRM, could improve perception of quality in organizational services, which in turn may lead to several important benefits for organizations, particularly in terms of HRM as per the context of this study.Originality/valueThis paper demonstrates development of an employee-centered method by borrowing from service design concepts and tools, to improve the perception of HRM service quality.

show abstract

“…Responsiveness is the willingness to assist customers, while assurance involves conveying trust and confidence (Ali & Raza, 2017;Jiang et al, 2016). Meanwhile, empathy represents the attention and care given to the customers (Franceschini & Mastrogiacomo, 2018). Service quality significantly influences the satisfaction of online ridesharing customers (Fariza et al, 2021;Lestariningsih, 2021;Mustari & Said, 2020).…”

Section: Model Developmentmentioning

confidence: 99%

Win the Competition by Listening to Customer Voices: An Analysis of Ridesharing Business in Surakarta

Astuti,

Setiawan

2023

IJAHP

View full text Add to dashboard Cite

Ridesharing has attracted worldwide attention due to its contribution to the environment, notably in reducing the number of privately owned vehicles, alleviating traffic congestion, and mitigating air pollution arising from private transportation. Currently, Indonesia’s ridesharing platform is a prominent player within the realm of popular e-commerce businesses. The use of technology has increased public interest in adopting ridesharing services. The goal of this study is to assess the competitive landscape among ridesharing companies operating in Surakarta, Indonesia. The participants are customers with experience with three ridesharing platforms: Grab, Go-Jek, and Maxim. This study implemented the Analytic Hierarchy Process to evaluate the competitiveness of ridesharing platforms. The benchmarks for platform selection include service quality, price, and promotional activities. Within the service quality domain, Parasuraman proposed five dimensions to serve as sub-criteria. The price criteria include three sub-criteria: low price, discounts, and affordability. Meanwhile, the promotional criteria encompass advertisement, vouchers, and digital influence as the sub-criteria. This study’s findings reveal a preference hierarchy among ridesharing alternatives from the customer’s perspective as follows: Grab (0.402), Go-Jek (0.365), and Maxim (0.226). Grab ranks highest in eight sub-criteria, whereas Go-Jek ranks highest in three sub-criteria. Conversely, Maxim consistently occupies the lowest rank. Notably, service quality emerges as the foremost priority, closely followed by price and promotion. Within the service quality criteria, assurance takes precedence, affordability leads the price criteria, and vouchers have the highest priority among promotional criteria.

show abstract

Service gap deployment: a framework to link quality gaps to service activities

Cited by 12 publications

References 20 publications

A quantitative exploration of service brand avoidance and its antecedents

A quantitative exploration of service brand avoidance and its antecedents

Development and application of a service design-based process for improvement of human resource management service quality

Win the Competition by Listening to Customer Voices: An Analysis of Ridesharing Business in Surakarta

Contact Info

Product

Resources

About