Different stages of the e-service delivery system process: belief–attitude–intention framework

2020 ◽  
Vol 48 (7) ◽  
pp. 687-706 ◽  
Author(s):  
Piyush Gupta ◽  
Amit Sachan ◽  
Rajiv Kumar
Keyword(s):  
Service Delivery ◽  
Technology Acceptance ◽  
Delivery System ◽  
Service Providers ◽  
Mediating Effect ◽  
Behavioural Intention ◽  
Service Delivery System ◽  
Content Type ◽  
System Process ◽  
Customer Attitude

PurposeBased on social science theories of customer's action such as theory of planned behaviour, theory of reasoned action, and technology acceptance model, this paper adopts belief–attitude–intention model to study impact of perceived process-belief of different stages of e-service delivery system process (e-SDSP), i.e., searching process belief (SPB), agreement process belief (APB), fulfilment process belief (FPB) and after-sales service process belief (ASPB) on customer attitude and intention towards service providers. The study also focuses on the mediating effect of customer attitude on the relationship between process-beliefs of different stages of e-SDSP and their behavioural intention.Design/methodology/approachA quantitative method has been employed using data collected from 414 Indian e-retail customers. Structural equation modelling with bootstrap estimation is used to find the mediating effect of attitude.FindingsThe findings suggest that SPB and ASPB directly impact the customer attitude while APB and FPB directly impact the customer behavioural intention. The study also finds that customer attitude towards e-retailers fully mediates the effect of SPB and ASPB on the behavioural intention but there are no mediating effects for APB and FPB.Research limitations/implicationsThe sample used may not be generalizable for India, given its huge diversity and population. As the sample considers only Indian e-retail customers, this study may lack generalizability across countries.Originality/valueIn our knowledge, this study is the first step to conceptualize the process-oriented customer's perceived belief of different stages of e-SDSP and how these beliefs impact the customers' attitude and intention towards the e-retailers. The findings offer insight to managers on how they can create and cultivate customer happiness and positive behavioural intention by enhanced customer journey throughout the e-SDSP.

Service failure in higher education institutions

2020 ◽  
Vol 34 (1) ◽  
pp. 45-55 ◽  
Author(s):  
Steven Kayambazinthu Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Higher Education ◽  
Service Delivery ◽  
Delivery System ◽  
Critical Incident ◽  
Service Providers ◽  
Service Failure ◽  
Higher Education Institutions ◽  
Service Delivery System ◽  
Content Type ◽  
Employee Response

Purpose Providing quality service is the goal of many service providers and higher education institutions are not exceptional. However, service failure may occur from time to time which may eventually lead to customer dissatisfaction with the service rendered. The purpose of this paper is to examine service failure incidents in higher education. Design/methodology/approach In this study, three categories of service failure, namely, employee response to service delivery system failure, employee response to customer needs and requests, and unprompted and unsolicited employee actions were used to categorise 45 critical incidents obtained from 30 students at a university of technology. Findings The results showed that service delivery system failures account for the biggest number (51 per cent) of service failure incidents captured in this study. Research limitations/implications The critical incident technique which relies on the respondents’ memory to recall service failure incidents was used to collect information. The drawback is that memory can be fallible and students may end up exaggerating service failure incidents. Practical implications This study can assist higher education institutional managers to understand the nature of service failure incidents that lead to student dissatisfaction. Originality/value This study is unique as it presents service failure incidents from the developing world and further provides the basis for creation of service recovery strategies.

scholarly journals The Impact of Service Delivery System Process and Moderating Effect of Perceived Value in Internet Banking Adoption

2020 ◽  
Vol 24 ◽  
Author(s):  
Rajiv Kumar ◽  
Amit Sachan ◽  
Ritu Kumar
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Perceived Value ◽  
Internet Banking ◽  
Moderating Effect ◽  
Mediating Effect ◽  
Behavioural Intention ◽  
Service Delivery System ◽  
The Impact ◽  
The Relationship

This study identifies the impact of Internet banking service delivery system (IBSDS) process on consumer behaviour; the mediating effect of customer satisfaction on the relationship between IBSDS process and behavioural intention; and the moderating effect of the customer’s perceived value. The study uses a quantitative method using the data collected from 416 respondents. Mediated regression is used to examine the mediating effect of customer satisfaction. SPSS Process v2.16.3 is employed to analyse the moderating effect of the perceived value. The results indicate that IBSDS process impacts customer satisfaction and behavioural intention. Further, customer satisfaction plays a partial mediating role between the association of IBSDS process and behavioural intention. This study provides evidence that the technological capabilities embedded in the bank website processes are an important factor in determining customer satisfaction and ultimately behavioural intention. The study also reveals that perceived value moderates the relationship between IBSDS process and customer satisfaction, and between customer satisfaction, and, behavioural intention. It also adds to the existing knowledge on the adoption of Internet banking literature. Academicians and information systems researchers may use these findings for further research. Financial service providers or related agencies may consider the attributes of the IBSDS process (e.g., navigation, searching, transacting, etc.) while designing their Internet banking services to provide enhanced customer experiences. The paper also highlights the research limitations and scope for future research.

scholarly journals A customer journey perspective on service delivery system design: insights from healthcare

2018 ◽  
Vol 35 (10) ◽  
pp. 2328-2347 ◽  
Author(s):  
Frederic Ponsignon ◽  
Andi Smart ◽  
Laura Phillips
Keyword(s):  
Service Delivery ◽  
Delivery System ◽  
Critical Incident ◽  
Service Delivery System ◽  
Patient Journey ◽  
Customer Journey ◽  
Content Type ◽  
Quality Dimensions ◽  
Design Requirements ◽  
Similarity And Difference

PurposeThe purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it as a frame to explore dimensions of experience quality that inform design requirements.Design/methodology/approachThis study utilises UK Patient Opinion data to analyse the stories of 200 cancer patients. Using a critical incident technique, 1,207 attributes of experience quality are generated and classified into 17 quality dimensions across five stages of the customer (patient) journey.FindingsAnalysis reveals both similarity and difference in dimensions of experience quality across the patient journey: seven dimensions are common to all five journey stages, from receiving diagnosis to end of life care; ten dimensions were found to vary, present in one or several of the stages but not in all.Research limitations/implicationsLimitations include a lack of representativity of the story sample and the impossibility to verify the factual occurrence of the stories.Practical implicationsAdopting a patient journey perspective can improve the practitioner understanding of the design requirements of SDS in healthcare. The results of the study can be applied by managers to configure SDS that achieve a higher quality of patient care throughout the patient journey.Originality/valueThis paper extends existing literature on SDS design by adopting a customer journey perspective, revealing heterogeneity in experience quality across the customer journey currently unaccounted for in SDS design frameworks. Specifically, the findings challenge homogeneity in extant SDS design frameworks, evidencing the need for multiple, stage-specific SDS design requirements.

scholarly journals An in-depth case study of a modular service delivery system in a logistics context

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Frédéric Ponsignon ◽  
Phil Davies ◽  
Andi Smart ◽  
Roger Maull
Keyword(s):  
Service Delivery ◽  
Delivery System ◽  
Economies Of Scale ◽  
Single Case ◽  
Analytical Techniques ◽  
Service Delivery System ◽  
Content Type ◽  
Analysis Process

PurposeThe objective of this work is to empirically investigate the design of a service delivery system that supports the provision of modular service logistics offerings.Design/methodology/approachAn in-depth single-case study relying on interview data and extensive documentary evidence is carried out in the business-to-business (B2B) logistics sector. Three main analytical techniques are used to make sense of the qualitative data: thematic analysis, process mapping and the application of modular operators.FindingsA modular service delivery system comprises three types of processes that collectively deliver modular offerings. The platform consists of core processes that enable the collection, transport and delivery of physical items for all offerings (modular and non-modular). Dedicated modular processes are mandatory and exclusive to individual modular offerings. Optional modular processes are shared across several modular offerings. Interfaces regulate physical (e.g. parcels or parts) and information (e.g. booking data) inputs provided by the customer in order to control the interdependencies within these different process types.Practical implicationsThe identification of three process types and their interdependencies provides detailed insights into how managers can design modular logistics services that benefit from economies of scale and meet increasingly variable customer requirements. The importance of well-designed interfaces among the customers, the service offering and the service delivery system is highlighted.Originality/valueThis study extends previous modularity studies in service logistics. It is the first study to apply modular operators to determine the presence of modularity in the service delivery system and to establish the role of different process types in enabling modularity in the service delivery system.

scholarly journals Service delivery system design for risk management in sharing-based product service systems: a customer-oriented approach

2020 ◽  
Vol 40 (4) ◽  
pp. 459-479
Author(s):  
Simon Hazée ◽  
Yves Van Vaerenbergh ◽  
Cécile Delcourt ◽  
Sertan Kabadayi
Keyword(s):  
Risk Management ◽  
Service Delivery ◽  
System Design ◽  
Delivery System ◽  
Sharing Economy ◽  
Service Systems ◽  
Service Delivery System ◽  
Content Type ◽  
Product Service ◽  
Product Service Systems

PurposeOrganizations increasingly develop and offer sharing services enabled by means of product-service systems (PSS). However, organizations offering sharing-based PSS face a unique set of design challenges and operational risks. The purpose of this paper is to provide researchers and practitioners with customer-based insights into service delivery system design and risk management for sharing-based PSS operational success.Design/methodology/approachThis qualitative study combines in-depth interviews with supplementary, multidisciplinary literature and secondary firm data. In total, the authors conducted 56 semi-structured interviews with diverse customers across different business-to-customer (B2C) PSS settings.FindingsFirst, the authors develop an integrative conceptual framework that reveals what structural and infrastructural design choices customer expect organizations to make for mitigating risks and enhancing customer-perceived value in the sharing economy. These design choices may influence customers' trust and control perceptions in all actors involved in the service delivery system. Second, the results suggest that sharing value proposition, customer-perceived level of consequentiality and level of customer-supplied resources are contingency factors that need to be considered when making design decisions for risk management in the sharing economy.Originality/valueThis study extends Sampson's Unified Service Theory by proposing that, with sharing-based PSS, production flows from customers to customers. This situation creates unique challenges for operations management. This paper extends current understanding of the role, characteristics and contingencies of service delivery system design for risk management in the sharing economy. In doing so, authors challenge common wisdom and suggest understanding both the organizational and customers' individual contexts is critical for (contingency) theory and practice.

Pengaruh Service Delivery System Terhadap Loyalitas Nasabah Penabung Suatu Survey Pada Bank Rakyat Indonesia Cabang Palembang)

2018 ◽  
Vol 16 (2) ◽  
pp. 90
Author(s):  
Rohmial Rohmial
Keyword(s):  
Service Delivery ◽  
Delivery System ◽  
Customer Loyalty ◽  
Simple Random Sampling ◽  
Matrix Analysis ◽  
Survey Method ◽  
Service Delivery System ◽  
Physical Support ◽  
Dependent Variables ◽  
Contact Personnel

The objective of this study are : 1) the application of service delivery system that can be applied by Bank Goveerment in Palembang, 2) the influence of physical support on customers, 3) the influence of contact personnel on loyalty of the customers of Bank Goverment in Palembang, 4) the influence of service delivery system on customer loyalty at Bank Goverment in Palembang. This study is done by survey method so as to describe the response from respondents. The samples are taken by using simple random sampling with 100 respondents. The instruments are observation, quesionares and interview, the data analysis is done by using descriptive and matrix analysis. The results of this research shows that all independent variables (physical support and contact personnel) significantly and positively influence the dependent variables (loyalty of the customers).

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