Measuring quality service

2014 ◽  
Vol 31 (6) ◽  
pp. 652-664 ◽  
Author(s):  
Taciana de Barros Jerônimo ◽  
Denise Medeiros
Keyword(s):  
Action Plan ◽  
Service Level ◽  
Quality Service ◽  
Sustainable Competitive Advantage ◽  
Quality Performance ◽  
Content Type ◽  
Customer Perceptions ◽  
Proposed Model ◽  
Electre Tri ◽  
Practical Implications

Purpose – The purpose of this paper is to propose a model to guide organizations according to the relative importance of customer's satisfaction about six quality service dimensions: reliability, empathy, assurance, tangibility, responsiveness (Parasuraman et al., 1985) and price. Design/methodology/approach – The present study uses SERVPERF customer requirements and weights of ELECTRE TRI multicriteria method to provide guidance on an appropriated action plan. Subsequently, it was demonstrated how the proposed model applied to the Inn. Findings – SERVPERF is based on the subjective and cognitive perception of customer's service analyses. ELECTRE TRI decreases the deviation of subjectivity and develops manager's energy flow, focussed on enterprise resources. Research limitations/implications – Measuring quality is hard work and usually the customer perceptions are not well understood, because it changes many times. In addition SERVPERF and ELECTRE TRI weights do not order the quality importance. Practical implications – Together, SERVPERF and ELECTRE TRI allow managers to prioritize the service level desired by the customer. Originality/value – The importance of this analysis follows the competitiveness approach: productivity, quality and flexibility (Boljwin and Kumpe, 1990). The paper develops an approach to lead organizational quality performance based on the customer view. It provides a sustainable competitive advantage.

A relief ordering policy for declining demand and realized shortage cost

2016 ◽  
Vol 6 (1) ◽  
pp. 100-116
Author(s):  
Rubel Das ◽  
Makoto Okumura
Keyword(s):  
Resource Planning ◽  
Service Level ◽  
Content Type ◽  
Deterioration Rate ◽  
Ordering Policy ◽  
Disaster Logistics ◽  
Proposed Model ◽  
Declining Demand ◽  
Relief Operations ◽  
Practical Implications

Purpose – The purpose of this paper is to propose a model for relief inventory ordering considering declining demand and realized shortage (RS) costs. This study is motivated by the overflow of unsolicited items in affected areas, which hinder the urgent relief flow. Design/methodology/approach – This study proposes a dynamic programing model reflecting the change of demand and urgency during relief operations. A solution algorithm for finding a replenishing point of relief is also introduced here. Findings – Relief ordering policy based on the RS cost increases the service level (in terms of time). The service level is dependent on the deterioration rate. Research limitations/implications – Deterioration is not applicable for all relief items. Therefore, the proposed model is applicable for certain relief items. Additionally, computation of temporal urgency is not included. Practical implications – The study outcomes can be invaluable for resource planning. The model shows a gradual decrease of ordering quantity and a gradual increase of cycle length. This observation can be utilized for resource (e.g. truck) planning and fewer truck can be used in later stages of relief operations. Originality/value – This study introduces temporal urgency for disaster logistics (DL) and proposes a relief inventory policy by incorporating temporal urgency. This model highlights the importance of considering declining demand for DL.

Development of empirically based customer-derived positioning taxonomy for consumer electronics sector in the Indian emerging market

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Natasha Saqib ◽  
Mir Shahid Satar
Keyword(s):  
Emerging Market ◽  
Consumer Electronics ◽  
Second Phase ◽  
Measurement Scales ◽  
Cross Sectional ◽  
Market Positioning ◽  
Content Type ◽  
Customer Perceptions ◽  
Visual Aesthetics ◽  
Practical Implications

PurposeAn Indian emerging market positioning taxonomy has been developed in response to the literature review's findings that existing positioning typologies/taxonomies are based on managerial perspectives rather than consumer/customer perceptions and are only developed for advanced countries.Design/methodology/approachThis study employs a three-step process for developing and validating a scale in order to conduct its research. In the first phase, items are generated and selected based on a literature review, focus groups and expert opinion. Exploratory factor analysis is used to fine-tune the scale in the second phase. Phase 3 uses CFA to establish convergent, discriminant and nomological validity through the use of CFA.FindingsA consumer-based taxonomy of positioning strategies were developed as a result of the research. Six distinct positioning strategies emerged that was named (1) Value for Money, (2) Functional (3) Premiumisation, (4) Promotional Campaign, (5) Brand Name (6) Visual Aesthetics.Research limitations/implicationsDeveloping and validating measurement scales will be made easier with the help of this paper. Target populations, industry and geography selection and a cross-sectional time horizon are just a few of the study's drawbacks.Practical implicationsThe study's practical implications include six factors/strategies that managers, advertising executives and marketing experts of consumer electronics companies in the Indian emerging market could use to position their products, resulting in the overall success of their organisations.Originality/valueThis study adds to the marketing literature by providing a solid theoretical foundation and a validated instrument for operationalising positioning strategies.

A (2 + 1)-dimensional extension of the Benjamin-Ono equation

2018 ◽  
Vol 28 (11) ◽  
pp. 2681-2687 ◽  
Author(s):  
Abdul-Majid Wazwaz
Keyword(s):  
Soliton Solutions ◽  
Traveling Wave Solutions ◽  
Content Type ◽  
Multiple Soliton Solutions ◽  
Proposed Model ◽  
New Findings ◽  
Propagation Of Waves ◽  
Model Features ◽  
Multiple Complex Soliton Solutions ◽  
Practical Implications

Purpose The purpose of this paper is concerned with developing a (2 + 1)-dimensional Benjamin–Ono equation. The study shows that multiple soliton solutions exist and multiple complex soliton solutions exist for this equation. Design/methodology/approach The proposed model has been handled by using the Hirota’s method. Other techniques were used to obtain traveling wave solutions. Findings The examined extension of the Benjamin–Ono model features interesting results in propagation of waves and fluid flow. Research limitations/implications The paper presents a new efficient algorithm for constructing extended models which give a variety of multiple soliton solutions. Practical implications This work is entirely new and provides new findings, where although the new model gives multiple soliton solutions, it is nonintegrable. Originality/value The work develops two complete sets of multiple soliton solutions, the first set is real solitons, whereas the second set is complex solitons.

Using blockchain technology in credit rating industry to promote an innovative bond-pays model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Krishna Vishwanath Iyer ◽  
V.V. Ravi Kumar
Keyword(s):  
Business Models ◽  
Credit Rating ◽  
Content Type ◽  
Concept System ◽  
Blockchain Technology ◽  
Proposed Model ◽  
Business Functions ◽  
Market Distortion ◽  
Practical Implications ◽  
Inflation Alternative

Purpose This paper aims to propose an innovative blockchain-based system enabling implementation of a bond-pays model in credit rating industry. Issuer-pays model has led to conflict of interest resulting in rating shopping and inflation. Alternative business models have their own problems, e.g. investor-pays model suffers from “free rider” and public dissemination challenges, whereas government-controlled business models can lead to market distortion. Bond-pays model has been difficult to implement owing to operational difficulties in managing co-ordination amongst multiple entities involved, often with conflicting goals. Blockchain technology enables inter-organizational systems that foster trust amongst non-trusting entities, facilitating business functions such as credit rating to be carried out. Design/methodology/approach This paper outlines current processes in credit rating business that has led to repeated rating failures and proposes a new set of processes, leveraging capabilities of blockchain technology to enable implementation of an arms-length bond-pays model. Findings A proof-of-concept system, namely, rating chain has been designed to implement a small part of the proposed model to establish technical feasibility in a blockchain environment. Practical implications A fully functional blockchain-based system on bond-pays business model, if built and adopted, could impact how credit rating market functions currently and could contribute to a reduction in rating-related challenges. Originality/value The proposal to adopt blockchain technologies in implementing a bond-pays model in credit rating industry is a novel contribution.

Culture of excellence

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
James Andrew Robertson
Keyword(s):  
Competitive Advantage ◽  
Case Studies ◽  
Reading Time ◽  
Cutting Edge ◽  
Sustainable Competitive Advantage ◽  
Sustainable Practices ◽  
Content Type ◽  
Stakeholder Pressure ◽  
Pertinent Information ◽  
Practical Implications

Purpose: This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design: This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings: A culture of excellence is key to successfully implementing and sustaining entrepreneurial creativity, but stakeholder pressure is key in adopting sustainable practices in order to gain sustainable competitive advantage. Originality: The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Uncertainty and grey data analytics

2019 ◽  
Vol 2 (2) ◽  
pp. 73-86 ◽  
Author(s):  
Yingjie Yang ◽  
Sifeng Liu ◽  
Naiming Xie
Keyword(s):  
Social Life ◽  
Data Analytics ◽  
Radical Change ◽  
Point Of View ◽  
Small Data ◽  
Content Type ◽  
Proposed Model ◽  
Uncertainty Models ◽  
First Time ◽  
Practical Implications

Purpose The purpose of this paper is to propose a framework for data analytics where everything is grey in nature and the associated uncertainty is considered as an essential part in data collection, profiling, imputation, analysis and decision making. Design/methodology/approach A comparative study is conducted between the available uncertainty models and the feasibility of grey systems is highlighted. Furthermore, a general framework for the integration of grey systems and grey sets into data analytics is proposed. Findings Grey systems and grey sets are useful not only for small data, but also big data as well. It is complementary to other models and can play a significant role in data analytics. Research limitations/implications The proposed framework brings a radical change in data analytics. It may bring a fundamental change in our way to deal with uncertainties. Practical implications The proposed model has the potential to avoid the mistake from a misleading data imputation. Social implications The proposed model takes the philosophy of grey systems in recognising the limitation of our knowledge which has significant implications in our way to deal with our social life and relations. Originality/value This is the first time that the whole data analytics is considered from the point of view of grey systems.

scholarly journals Value creation in entrepreneurial education: towards a unified approach

2020 ◽  
Vol 63 (1) ◽  
pp. 101-113
Author(s):  
Colin Jones ◽  
Kathryn Penaluna ◽  
Andy Penaluna
Keyword(s):  
Value Creation ◽  
Entrepreneurship Education ◽  
Competency Development ◽  
Unified Framework ◽  
Content Type ◽  
Current Thinking ◽  
Proposed Model ◽  
Authentic Development ◽  
Conceptual Paper ◽  
Practical Implications

PurposeThis paper aims to propose a unified framework for understanding the development and distribution of value within and from enterprise and entrepreneurship education. In doing so, the authors trace the origins of value creation pedagogy back 100 years and reconnect this lost literature to contemporary thinking as to what constitutes value creation pedagogy.Design/methodology/approachThis conceptual paper identifies specific temporal-specific problems with current thinking in enterprise and entrepreneurship education vis-à-vis who gains the value from value creation pedagogies. To address this identified anomaly, the authors seek to develop a spectrum of value-creating activities/processes applicable to enterprise and entrepreneurship education. The underlying aim of this approach is to provide clarity around who specifically benefits from value creation pedagogies, how and when.FindingsIn developing a spectrum of value-creating activities/processes applicable to enterprise and entrepreneurship education, the authors have successfully located all major forms of value creation pedagogies in an iterative manner that caters to the authentic development of value for oneself and others. The proposed model assumes that the creation of authentic value for others should be preceded by the development of specific capabilities in the value creators.Practical implicationsThere are important implications that arise for all enterprise and entrepreneurship educators in the discussions presented here. Most importantly, value creation pedagogies should be fueled by the ongoing development of purpose, agency and capability via cultivated reflection.Originality/valueThis paper broadens the notion of what constitutes value creation pedagogy in enterprise and entrepreneurship education. In doing so, the authors elevate the importance of student creative competency development over value creation.

Business streamlining – an integrated model of service sourcing

2017 ◽  
Vol 32 (2) ◽  
pp. 194-205 ◽  
Author(s):  
Jonas Molin ◽  
Lars-Johan Åge
Keyword(s):  
Conceptual Model ◽  
Qualitative Methodology ◽  
Business Processes ◽  
Theory Approach ◽  
Content Type ◽  
Proposed Model ◽  
Ongoing Relationship ◽  
Grounded Theory Approach ◽  
Longitudinal Case Studies ◽  
Practical Implications

Purpose The purchasing of services is a significantly under-researched area. The purpose of this study is to suggest a conceptual model of service sourcing relationships, including the post-contract phase. Design/methodology/approach A qualitative methodology involving two longitudinal case studies that were analyzed with a grounded theory approach to build a conceptual model was applied. Findings The proposed model consists of a core process that is termed “business streamlining” and denotes the process by which four interrelated dimensions are managed to making the business processes of the buying organization simpler and more effective and/or productive. Research limitations/implications Although the research methodology is qualitative and does not allow statistical generalization, the study does provide valuable insights into the management of the service sourcing process. Practical implications The model proposed in this study can be utilized by managers to impose a useful conceptual structure on otherwise fluid and intangible processes, which makes them easier to analyze and facilitates strategic corporate decision-making. Originality/value The paper proposes a model that grasps the dynamics and reality of service (out-) sourcing relationships, including the ongoing relationship management process.

How to measure knowledge management: dimensions and model

VINE ◽  
2015 ◽  
Vol 45 (1) ◽  
pp. 107-125 ◽  
Author(s):  
Mariano García-Fernández
Keyword(s):  
Knowledge Management ◽  
Literature Review ◽  
Design Methodology ◽  
Present Model ◽  
Content Type ◽  
Proposed Model ◽  
The Creation ◽  
And Storage ◽  
Practical Implications

Purpose – The aims of this paper are: to identify the dimensions of knowledge management (KM), and to propose a model for KM that will be useful for future researchers in carrying out KM measurement. Design/methodology/approach – The paper is based on a literature review of theoretical and empirical contributions to KM. Findings – The results obtained show that the creation, transfer and storage, and implementation and use are dimensions of the concept of KM. On the basis of these dimensions, this study proposes a model integrating these dimensions and operationalizes it using selected items, so that future researchers may carry out measurements using the proposed model. Practical implications – The study implies that companies and researchers use a smaller time in theoretical checks and can devote to measurements which develop improvements. Originality/value – The present model differs from other, previous models in that it integrates various approaches to the study of KM.

Customer perceptions of CSR authenticity

2018 ◽  
Vol 26 (4) ◽  
pp. 614-629 ◽  
Author(s):  
Saju Jose ◽  
Nilesh Khare ◽  
F. Robert Buchanan
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Design Methodology ◽  
Cross Sectional ◽  
Content Type ◽  
Customer Perceptions ◽  
Novel Approach ◽  
Big Picture ◽  
Corporate Social ◽  
Practical Implications

Purpose The purpose of this paper is to look at corporate social responsibility (CSR)-related actions to see whether they relate to clients’ perception of CSR. Design/methodology/approach Ninety-nine bank customers in Brisbane, Australia were surveyed by mail in a cross-sectional field study. Findings Not all CSR-related behaviors of the organizations were influential to perceptions of social responsibility. Big picture actions for the betterment of humanity were found to be influential to the perception of the firm’s CSR. However, respondents did not relate the firms’ profit and revenue initiatives to social responsibility, other than negativity toward false and misleading practices. Research limitations/implications Results are limited to one industry in Australia. Practical implications Actions for human betterment were found to be influential to the perception of the firm’s CSR. Also the uses of dishonest marketing schemes were seen as detrimental to CSR perceptions of the firm. However, respondents did not connect the firm’s business actions affecting profitability with customers, to their perceptions of its CSR. Thus, the authors conclude that altruism from a “big picture” standpoint has value in shaping CSR perception, but the organization may not always find it necessary to deprioritize profit, or to attempt to weave CSR actions into every aspect of their business. Originality/value The inquiry takes a novel approach to CSR, capturing an unexplored aspect of how CSR is perceived and valued by stakeholders.

Sign in / Sign up

Export Citation Format

Share Document