From service quality to experience – and back again?

2015 ◽  
Vol 7 (1) ◽  
pp. 107-119 ◽  
Author(s):  
Jon Sundbo
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Service Management ◽  
Service Marketing ◽  
Service Research ◽  
Experience Economy ◽  
Content Type ◽  
The Past ◽  
Functional Quality ◽  
Original Contribution

Purpose – This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality to emphasizing experience? Design/methodology/approach – The paper analyses developments in service and experience theories. Experience has come onto the theoretical agenda, both in its own right and as a concept within service marketing and management theory. Findings – Experience has increasingly been a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version. Originality/value – This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding of service marketing and service quality theories.

Crowdsourcing to manage service gaps in service networks

2019 ◽  
Vol 34 (7) ◽  
pp. 1497-1505 ◽  
Author(s):  
Amanda Blair ◽  
Thomas Martin Key ◽  
Matthew Wilson
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Design Methodology ◽  
Service Networks ◽  
Content Type ◽  
Original Contribution ◽  
Conceptual Paper ◽  
Practical Implications

Purpose The purpose of this paper is to illustrate and conceptualize how crowdsourcing can be implemented as a potential means to address gaps in service quality within service networks and to provide guidance to marketing practitioners on the use of crowdsourcing within service networks. Design/methodology/approach This paper conceptualizes how crowdsourcing can be used to address service quality gaps in service networks and provides propositions regarding the effects of crowdsourcing on service quality gaps. Findings Conceptual paper with a literature review, suggested a model for service quality gaps in service networks and propositions regarding the effects of crowdsourcing to manage service quality gaps. Research limitations/implications This research contributes to the literature on crowdsourcing by theorizing how crowdsourcing impacts service quality in service networks. Practical implications Considerations for managers implementing crowdsourcing strategies and activities within service networks are provided. In particular, implications with regard to forming the crowd, developing the most appropriate approach and integrating value into the firm are discussed. Originality/value This paper offers an original contribution linking crowdsourcing to service quality.

Competitive advantage through service in hospitality and tourism: a perspective article

2019 ◽  
Vol 75 (1) ◽  
pp. 247-251 ◽  
Author(s):  
Jay Kandampully ◽  
David Solnet
Keyword(s):  
Competitive Advantage ◽  
Conceptual Framework ◽  
Design Methodology ◽  
Service Management ◽  
Customer Experience ◽  
Content Type ◽  
Human Element ◽  
The Past ◽  
Hospitality And Tourism ◽  
Conceptual Study

Purpose Given the dramatic technology led service innovations that are putting pressure on hospitality and tourism businesses, competitive advantage may depend significantly on remaining opportunities for a human element to be incorporated into the customer experience. Design/methodology/approach This conceptual study provides a synthesis of the past and the future understanding of the importance of service management. Findings A conceptual framework is provided that extends our understanding of emotion connection and reliance on technology. The examples are given to enrich the discussion. Originality/value This study is among the first to highlight and explore the interrelationship between emotional connection and the reliance on technology in the context of hospitality experience.

AI voice bots: a services marketing research agenda

2020 ◽  
Vol 34 (3) ◽  
pp. 389-398 ◽  
Author(s):  
Phil Klaus ◽  
Judy Zaichkowsky
Keyword(s):  
Decision Making ◽  
Service Management ◽  
Marketing Research ◽  
Service Marketing ◽  
Services Marketing ◽  
Service Research ◽  
Consumer Decision Making ◽  
Consumer Decision ◽  
Service Platform ◽  
Content Type

Purpose This paper aims to document how AI has changed the way consumers make decisions and propose how that change impacts services marketing, service research and service management. Design/methodology/approach A review of the literature, documentation of sales and customer service experiences support the evolution of bot-driven consumer decision-making, proposing the bot-driven service platform as a key component of the service experience. Findings Today the focus is on convenience, the less time and effort, the better. The authors propose that AI has taken convenience to a new level for consumers. By using bots as their service of choice, consumers outsource their decisions to algorithms, hence give little attention to traditional consumer decision-making models and brand emphasis. At the moment, this is especially true for low involvement types of decisions, but high involvement decisions are on the cusp of delegating to AI. Therefore, management needs to change how they view consumers’ decision-making-processes and how services are being managed. Research limitations/implications In an AI-convenience driven service economy, the emphasis needs to be on search ranking or warehouse stock, rather than the traditional drivers of brand values such as service quality. Customer experience management will shift from interaction with products and services toward interactions with new service platforms such as AI, bots. Hence, service marketing, as the authors know it might be in decline and be replaced by an efficient complex attribute computer decision-making model. Originality/value The change in consumer behavior leads to a change in the service marketing approach needed in the world of AI. The bot, the new service platform is now in charge of search and choice for many purchase situations.

scholarly journals Viewpoint: service marketing research priorities

2020 ◽  
Vol 34 (3) ◽  
pp. 291-298 ◽  
Author(s):  
Christian Grönroos
Keyword(s):  
Design Methodology ◽  
Conceptual Analysis ◽  
Marketing Research ◽  
Research Priorities ◽  
Service Marketing ◽  
Service Research ◽  
Future Research ◽  
Proper Understanding ◽  
Content Type ◽  
Level Of Knowledge

Purpose This paper aims to emphasize two key research priorities central to the domain of service marketing. Design/methodology/approach Reflections based on conceptual analysis of the current level of knowledge of service as an offering and of the nature of service marketing in the literature. Findings It is observed that research into marketing and into service as an object of marketing, or as an offering, has been neglected for two decades and more. It is also shown that to restore its credibility, marketing needs to be reinvented. Furthermore, the point is made that if a proper understanding of service as an object of, for example, innovation, design, branding and development is lacking, or even only implicitly present, valid research into those and other important topics is at risk. Research limitations/implications This paper discusses two neglected topics within the domain of service research. Other important areas of future research are not covered. However, the paper offers directions for service marketing research fundamental to the development of the discipline. Originality/value In earlier discussions of service and service marketing research priorities, the observation that service and marketing are neglected topics that need to be studied and further developed has not been made. The paper emphasizes that service marketing research also needs to return to its roots and suggests possible directions for future research.

scholarly journals Theorizing beyond the horizon: service research in 2050

2018 ◽  
Vol 29 (5) ◽  
pp. 766-775 ◽  
Author(s):  
Byron W. Keating ◽  
Janet R. McColl-Kennedy ◽  
David Solnet
Keyword(s):  
Conceptual Framework ◽  
Strong Evidence ◽  
Design Methodology ◽  
Service Management ◽  
Service Research ◽  
Special Issue ◽  
Content Type ◽  
Profound Impact ◽  
Human Touch ◽  
Thought Leadership

Purpose The purpose of this paper is to introduce the special issue of the Journal of Service Management dedicated to the Thought Leadership in Services Conference held in Brisbane Australia in 2017. The paper also explores the disruptive and transformative role that technology is set to play over the next 30 years. Design/methodology/approach The paper provides a brief summary of the papers within the special issue. The paper also introduces a conceptual framework identifying four quadrants that reflect different combinations of human touch and technology. This framework is used to examine the treatment of technology in the eight papers. Findings While it is clear that technology is having a profound impact on service, and is contributing to major changes within the eight service domains captured by the papers in the special issue; there were significant differences observed across the eight papers in the special issue. From the associated discussion, it is clear that the humanistic paradigm is still dominant within services, even though there is strong evidence that a shift is occurring. Originality/value This paper extends earlier work exploring the infusion of technology within services to highlight the progress from a humanistic paradigm to a technology-centric paradigm.

scholarly journals Relational uncertainty in service dyads

2017 ◽  
Vol 37 (3) ◽  
pp. 363-381 ◽  
Author(s):  
Melanie E. Kreye
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Secondary Data ◽  
Technical Quality ◽  
Structured Interviews ◽  
Relational Uncertainty ◽  
Content Type ◽  
Processing Theory ◽  
Functional Quality

Purpose Relational uncertainty determines how relationships develop because it enables the building of trust and commitment. However, relational uncertainty has not been explored in an inter-organisational setting. The purpose of this paper is to investigate how organisations experience relational uncertainty in service dyads and how they resolve it through suitable organisational responses to increase the level of service quality. Design/methodology/approach The author applies the overall logic of organisational information-processing theory and presents empirical insights from two industrial case studies collected via semi-structured interviews and secondary data. Findings The findings suggest that relational uncertainty is caused by the partner’s unresolved organisational uncertainty, i.e. their lacking capabilities to deliver or receive (parts of) the service. Furthermore, the author found that resolving the relational uncertainty increased the functional quality while resolving the partner’s organisational uncertainty increased the technical quality of the delivered service. Originality/value The author makes two contributions: first,the author introduces relational uncertainty to the OM literature as the inability to predict and explain the actions of a partnering organisation due to a lack of knowledge about their abilities and intentions; and second, the author presents suitable organisational responses to relational uncertainty and their effect on service quality.

Linking service design to value creation and service research

2016 ◽  
Vol 27 (1) ◽  
pp. 21-29 ◽  
Author(s):  
Tor Wallin Andreassen ◽  
Per Kristensson ◽  
Line Lervik-Olsen ◽  
A Parasuraman ◽  
Janet R McColl-Kennedy ◽  
...  
Keyword(s):  
Conceptual Framework ◽  
Organizational Performance ◽  
Value Creation ◽  
Design Methodology ◽  
Organizational Design ◽  
Service Marketing ◽  
Service Design ◽  
Service Research ◽  
Content Type ◽  
Service Experiences

Purpose – The purpose of this paper is to develop a framework for understanding service design and how service design relates to central concepts within service marketing. Design/methodology/approach – For companies, service design is growing in importance and has become a crucial capability to survive in the service-dominant economy. Service design increases the capacity to improve not only service experiences but also organizational design. On this premise, the authors propose a conceptual framework. Findings – By relating service design to research efforts within service marketing, dual value creation can be enhanced. As such, the conceptual framework portrays service design as an enhancer of customer experience and organizational performance. Originality/value – To the authors knowledge, service design has not been discussed in the service marketing literature. Thus, this is the first attempt to see service design in light of well-established service marketing models such as SERVQUAL and an updated version of the Service-profit-chain.

FINRA’s disciplinary actions in 2017: increased restitution ordered with minimal changes in number of cases

2018 ◽  
Vol 19 (2) ◽  
pp. 19-23
Author(s):  
Brian Rubin ◽  
Adam Pollet
Keyword(s):  
Money Laundering ◽  
Design Methodology ◽  
Disciplinary Actions ◽  
Financial Industry ◽  
Electronic Communications ◽  
Content Type ◽  
The Past ◽  
Expert Analysis ◽  
Research Analysts ◽  
Practical Implications

Purpose The purpose of this paper is to analyze the Financial Industry Regulatory Authority’s (FINRA) 2017 disciplinary actions, the issues that resulted in the most significant fines and restitution and the emerging enforcement trends from 2017 and beyond. Design/methodology/approach The approach of this paper discusses the disciplinary actions in 2017 and prior years, details the top 2017 enforcement issues measured by total fines assessed, including anti-money laundering, trade reporting, electronic communications, books and records, research analysts and research reports, and explains current enforcement trends, including restitution, suitability cases and technological issues. Findings In 2017, restitution more than doubled from the prior year, resulting in the fourth highest total sanctions (fines combined with restitution and disgorgement) assessed by FINRA over the past 10 years. Practical implications Firms and their representatives should heed the trends in both the substantial restitution FINRA is ordering and the related enforcement issues in the cases FINRA has brought. Originality/value This paper provides expert analysis and guidance from experienced securities enforcement lawyers.

Haunted by the past: transformations and daily challenges of China's prosthetics

2020 ◽  
Vol 10 (1) ◽  
pp. 115-124
Author(s):  
Chunchun Wang
Keyword(s):  
Design Methodology ◽  
Cross Cultural ◽  
Future Research ◽  
Institutional Pressures ◽  
Rehabilitation Center ◽  
Content Type ◽  
The Past ◽  
Daily Experiences ◽  
History Of ◽  
Depth Interviews

PurposeThe purpose of this paper is to examine the transformations of prosthetic practices in China, as well as the daily experiences and dilemmas arising from the everchanging practices since 1949. On the basis of materials, this paper explores an everyday perspective to review the history of technology.Design/methodology/approachEthnography was collected with the application of participant observations, informal interviews and in-depth interviews during a 13-months study at a rehabilitation center in Chengdu, China. The literature on prosthetic manufacturing was also reviewed for this paper.FindingsChina's prosthetic technology seems to evolve from traditional to modern. However, this progressive narrative – innovation-based timeline (Edgerton, 2006, xi) – has been challenged by daily practices. Due to institutional pressures, prosthetists are in a dilemma of selectively using their knowledge to create one kind of device for all prosthesis users with a certain kind of disability, thereby regulating the physical and social experiences of prosthesis users. Besides, prosthesis users are accustomed to prostheses made with old techniques, and must correct themselves from old experiences to the daily practices recognized by the selected techniques.Originality/valueThis paper provides a cross-cultural case to reexamine Edgerton's criticism of the progressive and orderly innovation-centric technological narrative. More importantly, it reviews the history and practices of China's prosthetics from daily experiences rather than Edgerton's concentration on technology; therefore, it provides an everyday perspective for future research on technological transformations.

A benchmarking approach to the progress of green materials and systems’ use in the UAE construction industry

2016 ◽  
Vol 13 (4) ◽  
pp. 315-327 ◽  
Author(s):  
Aly Elgayar ◽  
Salwa Mamoun Beheiry ◽  
Alaa Jabbar ◽  
Hamad Al Ansari
Keyword(s):  
Construction Industry ◽  
United Arab Emirates ◽  
Design Methodology ◽  
Construction Materials ◽  
Relative Importance ◽  
Content Type ◽  
The Past ◽  
Green Materials ◽  
Importance Index ◽  
Regulatory Guidelines

Purpose Over the past decade, the United Arab Emirates (UAE) introduced several green regulatory guidelines, federal decrees, and a considerable number of environmentally friendly initiatives. Hence, the purpose of this paper is to investigate the top green materials and systems used currently in the UAE construction industry as per the new laws dictate as well as see if professionals are switching over to incorporate more green materials, systems, and/or designs. Design/methodology/approach The work involved reviewing internationally popular green materials and systems for construction, developing a questionnaire based on the literature review, surveying professionals in the seven UAE emirates, and ranking the findings based on the relative importance index. Findings Findings found the top used green materials and system in the UAE’s construction industry. As well as identified that there is a communication gap between the design and implementation phases that is possibly hindering the use of more green materials and systems. Originality/value This study sets a baseline to measure the UAE’s progress over the coming years in terms of integrating more green construction materials, systems, methodologies, and trends.

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