scholarly journals Evaluation of passenger service within the area of Beijing west railway station

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ruolin Shi ◽  
Xuesong Feng ◽  
Kemeng Li ◽  
Zhibin Tao
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Evaluation Method ◽  
Identification Accuracy ◽  
Process Data ◽  
Railway Station ◽  
Content Type ◽  
Reference Information ◽  
Level Scale ◽  
Security Check

Purpose This study aims to analyze passenger service quality in Beijing West Railway Station from the perspective of passengers, to better understand the current service quality and obtain the areas of weakness for improvement. Design/methodology/approach The research investigates the passenger experience of service in Beijing West Railway Station by using a questionnaire survey. The service quality (SERVQUAL) evaluation method is used to analyze the survey data, and it divides the passenger service into 5 attributes with 20 indicators. This research uses the Likert five-level scale method to process data and calculates the SERVQUAL value and weight difference of each attribute to evaluate the passenger service. Therefore, the deficiencies have been pointed out, so the station manager can improve the passenger service accordingly. Findings It is indicated that among the five studied attributes, Beijing West Railway Station has the smallest service quality value in terms of timeliness, which means this part needs the largest improvement. To the five attributes, each lacks in station security check, ticketing efficiency, station identification accuracy, emergency processing of train delays and the restroom environment, respectively. Originality/value The research can provide specific suggestions for the optimization of the passenger service of Beijing West Railway Station, and provide reference information for the formulation of policies.

Service quality, loyalty, and co-creation behaviour: a customer perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rafael P. Albuquerque ◽  
João J. Ferreira
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Positive Impact ◽  
Current Knowledge ◽  
Quantitative Methodology ◽  
Content Type ◽  
Customer Perspective ◽  
The Subject ◽  
Customers Perspective

Purpose This paper aims to verify co-creation behavior and understand a relationship between perception of service quality, loyalty and co-creation, from Starbucks customers' perspective. Design/methodology/approach A quantitative methodology was carried out, operationalized by applying a questionnaire to a sample of 385 respondents. Findings The results showed that service quality has a positive impact on loyalty and co-creation behavior in all its aspects; loyalty can be considered an important attribute in the intention of co-creation by customers. Originality/value This research extends the current knowledge on the subject and examines the associations between other attributes discussed. The implications of the study suggest strategic directions for using the clients' co-creation as a competitive alternative and generating value.

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.

Measuring the performance of expert-based evaluation method (EBEM) used for listing and grading heritage buildings: the case of Panaji city

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rohit Ramakrishna Nadkarni ◽  
Bimal Puthuvayi
Keyword(s):  
Comparative Analysis ◽  
Design Methodology ◽  
Evaluation Method ◽  
Confusion Matrix ◽  
Content Type ◽  
Urban Heritage ◽  
The World ◽  
Heritage Buildings

PurposeThe identification (listing) and classification (grading) of urban heritage buildings for conservation is a challenging task for urban planners and conservation architects. Most of the world's cities depend on the expert-based evaluation method (EBEM) for listing and grading heritage buildings. The Panaji city in India provided a unique opportunity to assess the performance of the EBEM as two independent agencies carried out the heritage listing and grading process. Considering the case of Panaji, this research aims to measure the performance of EBEM used for listing and grading heritage buildings and identify the issues associated with the existing methodology.Design/methodology/approachThis research presents a comparative analysis of the building listed and graded by the two agencies. The buildings that both agencies graded were identified and analysed using a confusion matrix. The grading classification was tested for accuracy, precision, sensitivity and F-score.FindingsThe result shows a low accuracy and F-score, which reflects the level of buildings misclassified. The misclassification is the product of the lack of standardisation of methodology and the subjectivity level involved in the EBEM.Originality/valueHeritage listing and grading is a time-consuming process, and no city has the time and resource to conduct studies to check the accuracy. The cities in India and across the world, which follow a similar EBEM process, should consider this study's finding and revisit their methodology and develop a more reliable methodology for listing and grading heritage buildings.

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.

scholarly journals A review of service quality and service delivery

2018 ◽  
Vol 24 (1) ◽  
pp. 295-328 ◽  
Author(s):  
Zyad M. Alzaydi ◽  
Ali Al-Hajla ◽  
Bang Nguyen ◽  
Chanaka Jayawardhena
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Design Methodology ◽  
Quality Measurement ◽  
Quality Performance ◽  
Content Type ◽  
Service Environment ◽  
Informal Controls ◽  
Customer Involvement ◽  
High Level

Purpose The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences. Design/methodology/approach A comprehensive review of the literature is conducted, analysed and presented. Findings The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures. Originality/value Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance.

Reversing the endowment effect by empowering buyers and sellers

2018 ◽  
Vol 52 (9/10) ◽  
pp. 1827-1844 ◽  
Author(s):  
Eugene Chan ◽  
Najam Saqib
Keyword(s):  
Boundary Conditions ◽  
Low Power ◽  
High Power ◽  
Design Methodology ◽  
Endowment Effect ◽  
Process Data ◽  
Content Type ◽  
Gift Card ◽  
Practical Implications ◽  
Potential Moderator

Purpose The endowment effect is well-established in economics, psychology and marketing where sellers place a higher value on a good than buyers. One potential moderator, namely, power is explored. The authors predicted that feeling powerful can reverse the effect, making buyers place a higher value on a good than sellers. Design/methodology/approach The authors manipulated power to assess the effects on the valuation of three different products (keychain, gift card and iPhone case). They also assessed participants’ focus on parting with the good (money), which is a loss, and receiving money (the good), which is a gain, for sellers (buyers). Findings Feelings of power reduced sellers’ prices but they increased buyers’. Crucially, the authors observed the endowment effect, but only under conditions of low power. When participants had high power, the effect reversed, with buyers placing a higher value on the good under transaction than sellers. Process data indicated that powerful buyers and sellers focused on what they gained and less on what they lost, compared to powerless buyers and sellers. Research limitations/implications The authors link the construct of power with the endowment effect, showing that the former can moderate the latter. Certainly, the endowment effect is well-established, but there are moderators and boundary conditions that warrant consideration. Practical implications The results suggest a case where the market may clear, where buyers value a consumer product more than sellers, and thus buyers would likely accept the offer made by sellers. Originality/value The authors are the first to link the power literature with the endowment effect. They also show a possible moderator for the well-established endowment effect.

scholarly journals Exploring inbound tourists experience in Beijing, China: an online deductive approach

2019 ◽  
Vol 5 (3) ◽  
pp. 443-450
Author(s):  
Yu Liu ◽  
Bingjie Liu-Lastres ◽  
Qiuju Wang ◽  
Yao-Yi Fu
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Tourism Research ◽  
Content Type ◽  
City Tourism ◽  
Transportation Service ◽  
The Relationship ◽  
The City ◽  
Beijing China ◽  
Practical Implications

Purpose Beijing is becoming one of the top global destinations but the number of international tourists to the city has been declining recently. By analyzing inbound tourists experience in Beijing and identifying the relationship between the destination attributes and satisfaction, the purpose of this paper is to provide important insights into city tourism research and city destination development. Design/methodology/approach This study used an online deductive approach and collected 1,254 reviews on TripAdvisor referencing major attractions in Beijing. This study used the Leximancer software to analyze the content of the reviews and to identify the underlying relationships. Findings The results showed that international tourists’ experience in Beijing can be reflected via five aspects: attractions, city, transportation, service and people. The results further indicated that the major concern of international tourists visiting Beijing related to the service quality on site. Originality/value This study explored inbound tourists experience in Beijing using an online deductive approach. Practical implications were provided with respect to improving international tourists experience in Beijing and enhancing their satisfaction and revisiting intentions.

Health care service quality: a journey so far

2020 ◽  
Vol 27 (6) ◽  
pp. 1893-1927
Author(s):  
Raghav Upadhyai ◽  
Neha Upadhyai ◽  
Arvind Kumar Jain ◽  
Hiranmoy Roy ◽  
Vimal Pant
Keyword(s):  
Health Care ◽  
Literature Review ◽  
Service Quality ◽  
Design Methodology ◽  
Care Service ◽  
Health Care Service ◽  
Professional Service ◽  
Content Type ◽  
Academic Literature ◽  
Measurement Strategies

PurposeHealth care service is a widely researched area. Several established models and instruments measuring health care service quality (HCSQ) are available in the published academic literature. The objective of this article is to summarize this vast pool of available knowledge under the themes of HCSQ, its determinants and measurement strategies.Design/methodology/approachSixty-three available published studies in peer reviewed journal combed in EBSCO and Google Scholar database have been examined and presented in exemplary literature review.FindingsThe findings have been segregated under the themes of HCSQ, its dimensions and determinants. It can be deduced from the findings that in spite of health care being a professional service, the user defined service quality takes center stage.Originality/valueRather than the seeker of care, the authors call for further research by taking a dyadic view of professional exchanges and including providers' perspectives of care in service quality evaluations as well.

Cooperation strategies for e-commerce platforms with seller classification

Kybernetes ◽  
2016 ◽  
Vol 45 (9) ◽  
pp. 1369-1386 ◽  
Author(s):  
Ya’nan Ji ◽  
Xiaoyan Xu ◽  
Yanhong Sun
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Pricing Strategies ◽  
Performance Requirement ◽  
Content Type ◽  
Pricing Decisions ◽  
Different Types ◽  
The Individual ◽  
Practical Implications ◽  
Strategy I

Purpose The purpose of this paper is to study the cooperation and pricing strategies for e-commerce platforms when considering seller classification. Design/methodology/approach E-commerce platforms serve to facilitate trade and generate revenue from the participants. By classifying the sellers in the market into two types (the individual sellers vs the professional sellers), the authors examine how the interaction between the two types of sellers affects the platform’s cooperation and pricing decisions. Specifically, the authors compare two cooperation strategies for the platform: cooperating only with the professional sellers (strategy I); and cooperating with both the two types of sellers (strategy II). Findings When the platform attractiveness for the professional sellers is high enough, strategy II is absolutely beneficial than strategy I; whereas when the platform attractiveness for the professional sellers is low and the performance requirement of the individual sellers is relatively high, strategy I will be more beneficial. Practical implications For a platform choosing strategy II, it should make effort to differentiate between the different types of sellers by the product or service quality. Originality/value The paper is among the first to study the cooperation and pricing strategies for the e-commerce platform with seller classification.

Assessment of airport performance using the grey theory method

2017 ◽  
Vol 7 (3) ◽  
pp. 426-436 ◽  
Author(s):  
Mohamed Ibrahim Eshtaiwi ◽  
Ibrahim A. Badi ◽  
Ali M. Abdulshahed ◽  
Turan Erman Erkan
Keyword(s):  
System Theory ◽  
Performance Evaluation ◽  
Service Quality ◽  
Design Methodology ◽  
Grey System Theory ◽  
Grey Theory ◽  
Theory Method ◽  
Grey System ◽  
Content Type ◽  
Overall Performance

Purpose Performance evaluation of airports or any other organisation is paramount for improving performance. The purpose of this paper is to evaluate and compare the performance of the three international airports in Libya (MJI, MRA, and LAQ airports) by considering five aspects of performance. Design/methodology/approach The considered aspects are airport service quality, airport operations, airport economy, safety and security, and environmental. The paper uses the grey system theory to assess these airports by summarizing the opinions of experts. Findings The finding of this study provides directions of the evaluated airports to take the correct actions to improve overall performance. Originality/value No literature has been found till date is to evaluate and compare the performance of the international airports in Libya.

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