Bank service quality

2019 ◽  
Vol 31 (1) ◽  
pp. 28-51 ◽  
Author(s):  
Reza Shayestehfar ◽  
Bita Yazdani
Keyword(s):  
Service Quality ◽  
Service Provision ◽  
Design Methodology ◽  
Banking Industry ◽  
Developed Countries ◽  
Cross Cultural ◽  
Content Type ◽  
Two Samples ◽  
Cross Country ◽  
Practical Implications

PurposeThe purpose of this paper is to compare the perceptions of Bank Saderat Iran’s (BSI) customers in Isfahan and Dubai to find the probable differences in BSI service quality in these cities.Design/methodology/approachThe required data were collected by adapted Bank Service Quality (BSQ) questionnaire from two samples of BSI customers (300 in Isfahan and 100 in Dubai). In this research, BSQ was measured by seven dimensions, including Bahia and Nantel (2000) BSQ dimensions, and globalization of bank services as the added dimension. The factor analysis was used to analyze the data, independent-samplest-test for comparing the means and Friedman test for ranking of the BSQ dimensions and items.FindingsThe results of this research revealed a relative satisfaction of customers with BSI service quality in both cities; however, the respondents in Dubai perceived a higher service quality. The most important dimensions were access and effectiveness and assurance in Isfahan and reliability and tangibles in Dubai. In addition, although these cities are located in developing countries, the respondents’ perceptions were similar to those in developed countries.Practical implicationsIt is proposed that BSI managers should eliminate the barriers to prompt service provision, review service charges, integrate decision-making systems, decrease the bureaucratic factors and provide training programs to increase the personnel’s’ interactive skills in Isfahan.Originality/valueA few studies have been conducted in the field of BSQ in Iran banking industry, and none has measured BSQ using a cross-country and cross-cultural method. No research has been conducted on BSI service quality in Isfahan and Dubai, and this is the first research in both cities. Furthermore, it is one of the few times that a specific tool is used for measuring BSQ in Iran banking industry.

Career satisfaction antecedents of professional accounting returnees in international workplaces: an employee experience perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nga Thi Thuy Ho ◽  
Hung Trong Hoang ◽  
Pi-Shen Seet ◽  
Janice Jones ◽  
Nhat Tan Pham
Keyword(s):  
Design Methodology ◽  
Career Satisfaction ◽  
Home Country ◽  
Well Being ◽  
Cross Cultural ◽  
Cultural Work ◽  
Content Type ◽  
Different Types ◽  
Employee Experience ◽  
Practical Implications

PurposeThe purpose of this study is to examine the determinants of career satisfaction of professional accounting returnees who have studied and/or worked abroad and then returned to work in different types of international workplaces in their home country.Design/methodology/approachA survey of professional accounting returnees in Vietnam was undertaken and multiple regression analysis was applied to test the proposed relationships.FindingsThis study finds that career satisfaction is affected by career fit, career sacrifice, types of international workplaces (domestically headquartered firms versus globally headquartered firms) and cross-cultural work readjustment. Further, cross-cultural work readjustment partially mediates the effect of career fit and career sacrifice on career satisfaction.Practical implicationsThe research provides the basis for designing career-related employee experiences to support career satisfaction of professional accounting returnees.Originality/valueThis study integrates dimensions of career embeddedness with cross-cultural work readjustment and employee experiences, which are normally studied separately, in different types of international workplaces. It contributes to the limited research on contributors to well-being in the form of career satisfaction among professional returnees in an emerging economy.

Terrorism and tourism in France: the limitations of dark tourism

2017 ◽  
Vol 9 (2) ◽  
pp. 187-195 ◽  
Author(s):  
Hugues Seraphin
Keyword(s):  
Design Methodology ◽  
Developed Countries ◽  
Terrorist Attacks ◽  
Tourist Destination ◽  
Dark Tourism ◽  
Content Type ◽  
Tourist Destinations ◽  
Recovery Strategies ◽  
Key Terms ◽  
Practical Implications

Purpose The purpose of this viewpoint paper is to discuss whether dark tourism can be developed around the sites of recent terrorist attacks in France. Design/methodology/approach The paper is based on a literature review of key terms: dark tourism; tourism; and terrorism. Findings The paper observes that dark tourism is not popular in France, and dark tourism activities are unlikely to develop anywhere nearer the places where the recent terrorist attacks happened. France remains rather conservative in some aspects related to death. Practical implications Recent events in France might challenge the leadership of the destination. The disturbing commonalities between tourism and terrorism make it difficult to figure out suitable recovery strategies that would contribute to enhancing the image of the destination without jeopardising the life of civilians. Originality/value This paper presents France as a politically unstable tourist destination. In general, this scenario is normally associated with less-developed countries or non-established tourist destinations.

scholarly journals Online disclosure practices of halal-friendly hotels

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ikram Nur Muharam ◽  
Mehmet Asutay
Keyword(s):  
Service Provision ◽  
Design Methodology ◽  
Online Marketing ◽  
Content Type ◽  
Random Samples ◽  
Halal Food ◽  
Islamic Identity ◽  
Almost All ◽  
Fresh Insight ◽  
Practical Implications

Purpose This research analyses the online disclosure practices of halal-friendly hotels, denoting their service provision within “halal” expectancies. This study aims to discover the halal attributes commonly used in the online marketing practices of halal-friendly hotels. Design/methodology/approach The methods used in this study include a deductive approach through literature, which was then followed by an initial investigation of several random samples that produced 24 points of halal-friendly attributes, and then content analysis to find out the online disclosure practices of 55 halal-friendly hotels. Further insights gathered through analysis of the use of Islamic images and symbols; also, by examining the nexus between the disclosure level and other variables such as halal-friendly certification level, star-level and guest ratings. Findings The results show that most hotels classify themselves as halal-friendly by providing information that articulates Islamic identity or by informing the existence of prayer facilities. Information displayed includes halal food, halal places, alcohol-free policy, prayer facilities and Qibla direction. Furthermore, image analysis shows that almost all hotels use human photographs, and the preferred gender is male; only a few hotels expose Islamic symbols. Most hotels maintain a neutral impression by avoiding “Islamised gender” and not overly emphasising Islamic images. Otherwise, halal-friendly certification level is positively correlated with the disclosure level. Practical implications The results provide a fresh insight regarding the online marketing practices of the halal-friendly hotels and could be used as a benchmark by the practitioners. Originality/value This topic is still unexplored; it shows this research originality.

Brand expansion through reverse socialization: an example of iPhone in China

2020 ◽  
Vol 23 (1) ◽  
pp. 1-20
Author(s):  
Ruoshui Jiao ◽  
Jack Wei
Keyword(s):  
Design Methodology ◽  
Positive Influence ◽  
Cross Cultural ◽  
Cultural Barriers ◽  
Chinese Consumers ◽  
Content Type ◽  
Global Brands ◽  
Symbolic Meanings ◽  
Managerial Implications ◽  
Practical Implications

Purpose One of the greatest challenges that global brands face as they expand into new markets and segments is overcoming social and cultural barriers that prevent them from being accepted by consumers. By drawing on theories of Mead’s prefigurative cultures, reverse socialization and symbolic interactionism, this paper aims to investigate the process of reverse socialization, the antecedents and its impact on parents’ attitude toward the reverse socialized brand. Design/methodology/approach Using in-depth interviewing method, data were collected from 20 Chinese consumers by capturing the accounts of both parents and their children involved in reverse socialization. The interpretive content analysis was used to study the data. Findings Reverse socialization exerts positive influence on brand attitude and facilitates parents’ adoption of the socialized brand. The brand has acquired additional symbolic meanings for Chinese consumers, which in turn enhances self-brand connections among them. Practical implications Managerial implications include strategies for cross-cultural marketers to maximize the acceptance of brands by elderly consumers through reverse socialization and efficiently expand the brands’ market into more segments. Originality/value As the first research of its kind (to the authors’ knowledge), the findings fill a gap in the marketing literature by demonstrating adult children’s influence on parents through reverse socialization.

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.

Thinking orientation and preference for research methodology

2016 ◽  
Vol 33 (6) ◽  
pp. 437-446 ◽  
Author(s):  
Feisal Murshed ◽  
Yinlong Zhang
Keyword(s):  
Research Methodology ◽  
Design Methodology ◽  
Laboratory Experiments ◽  
Qualitative Methodology ◽  
Marketing Research ◽  
Cross Cultural ◽  
The Other ◽  
Content Type ◽  
Holistic Thinking ◽  
Practical Implications

Purpose This research aims to investigate how preference for marketing research methodology (quantitative vs qualitative) is contingent on the thinking orientation (analytic vs holistic) of the researchers. Design/methodology/approach Thinking orientation was measured and then manipulated in laboratory experiments. Cross-cultural evidence was sought by comparing Western and East Asian participants. Findings Results demonstrate that researchers with an analytic (holistic) thinking orientation tend to perceive quantitative (qualitative) methodology more favorably. Further, the need to offer reasons in support of the choice strengthened the effect of thinking orientation. Practical implications Understanding researchers’ preferences for one research methodology over the other has broad relevance for external constituents, as it involves a great deal of managerial commitment in terms of time and money and can affect the results of the research. Originality/value This is the first study to investigate factors that underlie researchers’ choice regarding research methodology, and it also extends the literature on analytic versus holistic thinking orientation in the marketing field.

Mitigating the risks of acquiring foreign strategic assets

2019 ◽  
Vol 35 (8) ◽  
pp. 21-23
Keyword(s):  
Design Methodology ◽  
Reading Time ◽  
Emerging Market ◽  
Developed Countries ◽  
Location Strategy ◽  
Content Type ◽  
Strategic Assets ◽  
Pertinent Information ◽  
Timing Of Entry ◽  
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/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This research paper concentrates on a range of entry options available to emerging market companies who intend to expand their global reach by seeking strategic assets in developed countries. The results reveal that the emerging market investor’s appetite for amassing strategic assets, such as Western brands and technologies, materially influences their location strategy, their chosen mode of ownership, and their investment intensity but not their timing of entry. Originality/value 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.

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.

Science-industry R&D cooperation effects on firm’s appropriation strategy

2017 ◽  
Vol 20 (3) ◽  
pp. 372-391 ◽  
Author(s):  
Dario Milesi ◽  
Vladimiro Verre ◽  
Natalia Petelski
Keyword(s):  
Design Methodology ◽  
Developed Countries ◽  
Content Type ◽  
Critical Dimensions ◽  
Multiple Case ◽  
Similar Weight ◽  
Innovation Characteristics ◽  
Opposing Effects ◽  
Practical Implications

Purpose The purpose of this paper is to show how science-industry R&D cooperation (SIRC) generates effects on the strategy developed by firms to appropriate the benefits of innovations. Given the plurality of cooperation patterns between firms and public R&D institutions and the variety of appropriation mechanisms used by firms to protect generated knowledge or to strengthen their market position, this paper investigates to what extent different forms of cooperation are associated with different effects on appropriation strategy. Design/methodology/approach As evidence of this, the authors carry out a multiple case study, covering nine biopharmaceutical Argentine firms whose innovation projects are developed in cooperation with public R&D institutions. Using critical dimensions identified by public-private R&D cooperation literature, the paper analyzes the characteristics of cooperation in the cases studied, looking for different patterns. Given the existence of various appropriation mechanisms identified by appropriability literature, the paper analyzes how firms use (or not) those mechanisms within the specific context of jointly generated innovation. Findings The paper shows that SIRC generates opposing effects on the various appropriation mechanisms used by firms, both challenging and strengthening them. Likewise, the identification of three cooperation patterns in Argentine biopharmaceutical sector, namely, contract R&D, internalization and coordination, allows appreciating how each pattern affects differently the appropriation mechanisms used by firms, being the coordination one, the most functional to the appropriation strategy of firms analyzed. Research limitations/implications The arguments presented here are necessarily limited to the biopharmaceutical Argentine sector, which is strategic to the country, for accumulated capabilities in scientific and business aspects. The analysis could be enriched by extending it to other industries with similar innovation characteristics and to other countries, where patents have a similar weight (emerging countries) or a different one (developed countries). Practical implications Innovation and public-private collaboration policies may benefit from the analysis presented here, which helps to assess advantages and challenges of different SIRC logics on firms’ appropriation issues and to considerate which aspects allow cooperation and appropriation combining in a more virtuous form. Originality/value There is no paper that explicitly examines the effects generated by different SIRC patterns on the appropriation strategy of firms, conceived as a combination of different mechanisms which may include patents but is not limited to them.

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.

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