Protective Practice in Serving the Mentally Impaired Aged

1971 ◽  
Vol 52 (8) ◽  
pp. 510-522 ◽  
Author(s):  
Edna Wasser
Keyword(s):  
Ancillary Services ◽  
The Core ◽  
Voluntary Agency ◽  
Core Service ◽  
Mentally Impaired

A model is reported that uses casework as the core service complemented by extensive ancillary services within the structure of a voluntary agency

The “Commitment Projection” Effect: When Multiple Payments for a Product Affect Defection from a Service

2019 ◽  
Vol 56 (5) ◽  
pp. 842-861
Author(s):  
Irit Nitzan ◽  
Danit Ein-Gar
Keyword(s):  
Service Provider ◽  
Service Providers ◽  
Payment Method ◽  
Fitness Centers ◽  
The Core ◽  
Lump Sum ◽  
Managerial Implications ◽  
Projection Effect ◽  
Core Service ◽  
Over Time

Many service providers offer supplementary products related to their ongoing services (e.g., fitness centers offer fitness smartwatches). In seven studies, the authors show that the payment method for such supplementary products (multiple payments vs. a single lump sum) affects customers’ tendency to defect from the provider’s core service over time. Specifically, when customers pay for add-ons in multiple payments—provided that (1) they perceive the add-on as being bundled with the core service and (2) the payment period has an end point—they are initially less likely to defect from the service provider than when they pay in a single payment. Over time, however, as payments are made, this gap closes, such that defection intentions under the two payment methods eventually become similar. The authors propose that this phenomenon reflects “commitment projection,” wherein a decrease in customers’ commitment to the add-on product over time is projected onto their commitment to the service provider. These findings carry important managerial implications, given that many service providers offer add-on products in multiple-payment plans and that customers’ defection decisions substantially affect firms’ profitability.

Prompting additional purchases while providing service: does it offend the customer?

2016 ◽  
Vol 26 (5) ◽  
pp. 657-680 ◽  
Author(s):  
Hsuan-Hsuan Ku ◽  
Chih-Yun Huang
Keyword(s):  
Design Methodology ◽  
Psychological Reactance ◽  
Self Monitoring ◽  
Trade Off ◽  
Content Type ◽  
The Core ◽  
Personal Variables ◽  
Core Service ◽  
Perceived Relevance ◽  
Supplementary Service

Purpose The purpose of this paper is to investigate consumers’ responses to unsolicited cross-selling of supplementary paid-for services made during delivery of a core service, and the contextual and personal variables moderating those responses. Design/methodology/approach Three formal experiments test the effect on participants’ responses of the perceived relevance of the supplementary service to the core service, personal psychological reactance, in the case of a high-relevance supplementary service, and self-monitoring, in scenarios in which a low-relevance supplementary service is proposed either in public or privately. Findings The experiments found that participants’ satisfaction ratings were reduced in response to cross-selling of a supplementary service that was of low relevance to the core service, and that satisfaction ratings if it was perceived to be of high relevance compared were not reduced despite the unsolicited attempt at cross-selling. However, the non-negative response to a high-relevance offer was limited to participants with a lower tendency to reactance. Furthermore, a high predisposition to self-monitoring evoked more positive judgments if a low-relevance supplementary service was proposed in public rather than privately. That of low self-monitors was no different in either case. Originality/value This paper examines the trade-off faced by a service provider between customer satisfaction and extra revenue from supplementary services, and explores conditions under which a provider can propose unsolicited supplementary services without offending customers.

Service Deployment Execution and Management

2008 ◽  
pp. 241-286
Author(s):  
Bill Karakostas ◽  
Yannis Zorgios
Keyword(s):  
Support Services ◽  
Support Service ◽  
Business Service ◽  
Core Business ◽  
The Core ◽  
Electronic Form ◽  
Service Deployment ◽  
Core Service ◽  
Form Information

This chapter is concerned with concepts, technologies, and standards for deploying, executing, and managing services. In previous chapters, we have argued that the design of the service must strive for a balance between offering to customers what they want and creating potential for developing additional revenue generating services. We have already established that, although not all possible types of services can be delivered to the consumers in an electronic form, information needed for the coordination and mobilization of the core service resources can be digitized and offered as a support service. In Chapter II, we explained that support services which attach to a core business service are information-based in the sense that they help the consumer locate, evaluate, and access the offered service. Effectively, such services add value to the main business service.

scholarly journals Core Service Quality in E-Banking in Madurai City- A Comparative Study among Private Sector and Public Sector Banks

2019 ◽  
Vol 7 (2) ◽  
pp. 77-83
Author(s):  
Sreeja S U K Pillai ◽  
M S Balaji
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Customer Loyalty ◽  
Internet Banking ◽  
The Internet ◽  
Public Sector Banks ◽  
The Core ◽  
Private And Public ◽  
Core Service

Internet banking can be defined as transactional online banking. It helps customers to access their accounts via the internet. It saves time, convenient and flexible for the customers to operate and bankers to provide the service. Increasing competition has forced the banks to think of better ways and means to generate better e-service qualities and services. When the core service quality offering is prompt, the banker can improve the customer satisfaction and thereby create customer loyalty. So the study has been made on identifying the service quality gap in Core Service quality offerings of Private and Public Sector Banks in Madurai city. Private sector bank customers comparatively perceive better service quality.

scholarly journals KETERKAITAN FAKTOR DEMOGRAFI DENGAN MOTIF BERPINDAH PILIHAN LAYANAN HOTEL BERBINTANG DI KOTA BENGKULU

2019 ◽  
Vol 12 (2) ◽  
pp. 23-39
Author(s):  
Sri Wahyu Putri ◽  
Muhartini Salim
Keyword(s):  
Significant Relationship ◽  
Service Failure ◽  
Demographic Factors ◽  
Service Encounter ◽  
Ethical Problems ◽  
The Core ◽  
Analysis Technique ◽  
Core Service ◽  
Cross Tabulation ◽  
The Relationship

The purpose of this research is to examine the relationship between demographic factors and switch motive based on variabels pricing, inconvenience, core service failure, service encounter failure, response to service failure, attraction by the competitor, ethical problems, and involuntary switching. A questionnaire was utilized on 93 respondents of one-star hotels, 61 respondents of two-stars hotels, and 59 respondents of three-stars hotels in Bengkulu City. Analysis technique used is a test cross tabulation. According to the results of this research, the average responses of respondents to switch motive based on variabels pricing, inconvenience, core service failure, service encounter failure, response to service failure, attraction by competitor, ethical problems, and involuntary switching is in high category. The results of this analysis indicate that the overall demographic factors have a significant relationship with the switch motive based on variabels pricing, the core service failure, response to service failure, and ethical problems. However, overall demographic factors exist which hasn't relationship with the switch motive based on variabels inconvenience, service encounter failure, attraction by competitor and involuntary switching.Keywords: Demographic, Pricing, Inconvenience, Core Service Failure, Involuntary Switching.

INNOVATION IN COMMODITIZED SERVICES: A STUDY IN THE PASSENGER AIRLINE INDUSTRY

2011 ◽  
Vol 15 (04) ◽  
pp. 731-753 ◽  
Author(s):  
MAXIMILIAN ROTHKOPF ◽  
ANDREAS WALD
Keyword(s):  
Case Studies ◽  
Airline Industry ◽  
Business Models ◽  
Service Industry ◽  
Market Environment ◽  
The Core ◽  
Service Offering ◽  
Core Service

The purpose of this study is to analyze how innovation is leveraged in a commoditized service industry. Focusing on the passenger airline industry, we describe the characteristics of commoditized industries and show how the airline industry fulfills these criteria. Based on a sample of 30 airlines, we detect patterns of innovations and explore how airlines utilize innovation in the various categories. We present two case studies to demonstrate different approaches to innovation. Based on these findings, we develop a framework that suggests innovation priorities for different business models. Finally, we propose four levers to expand the core service offering and to successfully position an airline in a commoditized market environment.

Examining service shortfalls

2018 ◽  
Vol 24 (4) ◽  
pp. 371-386 ◽  
Author(s):  
Hanyu Chen ◽  
Betty Weiler ◽  
Martin Young
Keyword(s):  
Service Quality ◽  
Empirical Evidence ◽  
Three Dimensions ◽  
Anecdotal Evidence ◽  
Service Experience ◽  
The Core ◽  
International Tourist ◽  
Chinese Tourists ◽  
Core Service ◽  
And Performance

Chinese inbound tourism constitutes Australia’s fastest growing and largest international tourist market. Currently, most of this travel is conducted via group package tours (GPTs). While there is anecdotal evidence of dissatisfaction with some aspects of Chinese tourists’ service experience such as commission-based shopping, little empirical evidence is available about the salient dimensions of service quality or their respective performance. The aim of this study is to identify the core service components offered by Chinese GPTs and to examine any service shortfalls. Findings from a survey of 520 tourists revealed three dimensions of Chinese package tour service: attractions, tour leader and food and accommodation. The study identified significant gaps between expectation and performance across all dimensions. Theoretical and service quality implications for researchers, tour operators and policymakers are presented and discussed.

scholarly journals Students’ Perception on Core Service Quality in Higher Education Institutions in UAE

2020 ◽  
Vol 8 (2) ◽  
pp. 43-49
Author(s):  
T K Sameena
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Value Added ◽  
Two Dimensions ◽  
Educational Institutions ◽  
Basic Service ◽  
The Core ◽  
Core Service ◽  
Quality In Higher Education

The service quality in educational institutions has been focused on two dimensions, namely core and value-added service quality. The core service quality is the various basic service quality variables established by the pioneer in the field. These are reliability, responsiveness, empathy, assurance, and tangibles. The paper focuses on the core service quality as viewed by the students of selected Higher Education Institutions in the UAE.

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