scholarly journals Driver Configurations for Successful Service Infusion

2017 ◽  
Vol 20 (3) ◽  
pp. 275-291 ◽  
Author(s):  
Sebastian Forkmann ◽  
Stephan C. Henneberg ◽  
Lars Witell ◽  
Daniel Kindström
Keyword(s):  
Customer Service ◽  
Qualitative Comparative Analysis ◽  
Future Research ◽  
Dyadic Analysis ◽  
Business Relationships ◽  
Research Perspectives ◽  
Service Pricing ◽  
Complex Process ◽  
Starting Point ◽  
Service Infusion

Manufacturers across many industries use service infusion to address the changing customer demands and improve their competitive position. However, understanding the drivers of successful service infusion is a complex process. Using business model and configuration theories, this study conceptualizes and analyzes the interplay of different driver domains for suppliers, customers, and their business relationships. In particular, we analyze how service offering, service pricing, service capabilities, and the service infusion process interact in affecting service infusion success and failure. 137 interviews relating to 25 business relationships are analyzed via configuration analysis, particularly fuzzy set qualitative comparative analysis (fsQCA). Results show that different equifinal configurations exist (i.e., different ways to succeed with service infusion). We also find that “more is not always better.” For example, service infusion success can be achieved without fully developed service capabilities. In addition, successful configurations are often very similar to those leading to failure. A dyadic analysis demonstrates that customer service capabilities are overall more important than those of suppliers. From these findings, we derive priorities for future research. In particular, our study points toward the need to better understand the interplay between service infusion drivers. Second, we advocate the augmentation of research perspectives in service infusion by taking into account the supplier, customer, and dyadic perspectives. Lastly, the importance of understanding drivers of service infusion failure is highlighted. For managers, our study shows the importance of relational audits as a starting point to deciding on how to infuse services in a business relationship.

IT-Enabled Integration of Business Relationships in the Steel Industry Context

2006 ◽  
pp. 275-294
Author(s):  
Jari Salo
Keyword(s):  
Information Technology ◽  
Technology Integration ◽  
Steel Industry ◽  
Future Research ◽  
Business Relationships ◽  
Longitudinal Case Study ◽  
Organizational Relationships ◽  
Factors Affecting ◽  
New Information ◽  
Complex Process

Companies engage in many business relationships; however, the number is decreasing constantly, so existing relationships are increasingly valuable. The purpose of this chapter is to highlight how inter-organizational relationships can be seen as a source of competitive advantage and how, in order to survive in a hyper-competitive landscape, key relationships are integrated with new information technology solutions, such as ERP. This chapter focuses on the changes brought about by technology integration in the context of the steel industry with the help of a longitudinal case study. The chapter sheds some light on factors affecting the changes occurring in business relationships and illustrates how those alterations can be managed. It seems that information technology integration within a business relationship is a complex process that depends on characteristics of the adopted technology as well as the relationship. Subsequently, implications are discussed together with suggestions for future research. Lastly, the limitations are briefly stated.

scholarly journals influence of service quality and price of new electricity on the level of satisfaction by household customers

2021 ◽  
Vol 5 (3) ◽  
pp. 184-191
Author(s):  
Muhammad Hidayat Isnaini ◽  
Zakaria Wahab ◽  
Muchsin Saggaf Shihab ◽  
Sulastri Sulastri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Consumer Satisfaction ◽  
Future Research ◽  
Service Unit ◽  
Level Of Satisfaction ◽  
Single Scale ◽  
Starting Point

The new Install process at State Electricity Company (SEC) is the first interaction between prospective customers and SEC. Customers may evaluate and react to the quality of services and the number of new installation costs paid throughout the process. These issues must be addressed very away since they may impact consumer satisfaction with electricity services. This research focuses on customer satisfaction with service quality and pricing perceptions of new pairs at SEC Rivai is Customer Service Unit (CSU). The data utilized is current. Thus it is applicable to present circumstances. However, since the quantity of sample data in this study is still limited, it can only represent customer satisfaction on a single scale, which may be the starting point for future research.

Technological entrepreneurship: present conditions and future perspectives for Latin America

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Claudia Yáñez-Valdés
Keyword(s):  
Latin America ◽  
Dynamic Environment ◽  
High Growth ◽  
Global Scale ◽  
Future Research ◽  
Content Type ◽  
Research Perspectives ◽  
Starting Point ◽  
Technological Entrepreneurship ◽  
The Impact

Purpose Technological entrepreneurship is distinguished from other types of initiatives by its innovative characteristics and rapid growth, as well as by the high uncertainty it faces, both in terms of investment cost and capacity for continuous adaptation. The purpose of this study is to investigate the definitions, measures and methods that have been used to investigate the phenomenon and to define the process of the “entrepreneurial journey” and the associated typologies according to the technological level. Design/methodology/approach This paper provides a systematic review of the literature on technological entrepreneurship focusing on emerging economies in Latin America. Based on the review of 62 papers, it analyses the current state and future research perspectives on the topic. Findings The authors can conclude that technological entrepreneurship in Latin America has great opportunities, especially linked to growth, but faces the threats of an uncertain and dynamic environment. Taking advantage of technologies allows the formulation of unique value propositions linked to the environment through innovation that improves the quality of life of the population. Research limitations/implications This study is a starting point for the development of research on resilient technology ventures. Latin America represents a limited location but offers insight into the developing phenomenon to measure the impacts that this phenomenon generates in society. Originality/value Considering the possibilities offered by technology and its continuous evolution, the impact that this type of entrepreneurship generates on the environment can be on a global scale. However, high growth and success are as likely as a failure and this is part of the improvement process.

Biosolids management integrated into national organic resource strategies in the UK

2007 ◽  
Vol 2 (4) ◽  
Author(s):  
P.J. Matthews
Keyword(s):  
Customer Service ◽  
Food Processing ◽  
Special Treatment ◽  
Market Place ◽  
Playing Field ◽  
Municipal Compost ◽  
Starting Point ◽  
Organic Resource ◽  
The Uk ◽  
Organic Resources

There are many kinds of organic byproducts. They are potentially useful, but can be wasted and thrown away. One use for many of these products is as fertilisers and soil conditioners but they are managed and regulated separately. Customers are faced with choices of services and products. Examples are biosolids, municipal composts, food processing byproducts and farm yard manures. Biosolids are perceived as being special, but part of a range of a number of wastes seeking a disposal. The target must be to establish and maintain safe, sustainable and welcome operations for the supply of all of these products. Trust is at the heart. There is nothing special about biosolids; they should not demand special treatment and should be viewed as one of a range of safe products. There must be a ‘level playing field’ for all products and then customers can choose that which is most suitable for their needs on the basis of agronomic value, customer service and financial deals available. So, for example, municipal compost and biosolids should compete in the market place on the basis of normal commercial terms, but not on the basis of differential safety or quality. It behoves everyone to co-operate in creating the starting point of equality of opportunity. The UK has established the Sustainable Organic Resources Partnership to bring together all stakeholders for all kinds of organic resources. The objective has been to create a national focus of knowledge excellence, which can provide the confidence for building public trust. The paper describes the history, role and future of SORP.

Low-Wage Women’s Experiences of Workplace Incivilities

2021 ◽  
pp. 193672442110147
Author(s):  
Katherine Tindell ◽  
Irene Padavic
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Food Service ◽  
Future Research ◽  
Income Loss ◽  
Service Workers ◽  
Bank Teller ◽  
Depth Interviews ◽  
Service Representative ◽  
Research And Policy

Workplace incivility, also called bullying, mobbing, and harassment, is pervasive and takes a high toll on employees. This study draws on 18 in-depth interviews with women in the precarious, low-wage, service sector in jobs such as customer service representative, retail sales, food service, pharmacy technician, and bank teller. Women service workers are a particularly vulnerable group, and yet most research on workplace problems of this type focus on professional women’s experience. We find that in this sample, most incivilities came from supervisors, followed by customers and then coworkers. Among supervisors, women were the most common perpetrators, while customer and coworker perpetrators were largely men. The type of incivility varied depending on role: Disparagement was common on the part of supervisors and customers, while coworkers were far more likely to engage in sexual harassment, which was virtually nonexistent among supervisors. Consequences for targets of these incivilities included anxiety, which most had experienced, and income loss. We offer suggestions for future research and policy.

Decision support tools for oil spill response (OSR-DSTs): Approaches, challenges, and future research perspectives

2021 ◽  
Vol 167 ◽  
pp. 112313
Author(s):  
Zhaoyang Yang ◽  
Zhi Chen ◽  
Kenneth Lee ◽  
Edward Owens ◽  
Michel C. Boufadel ◽  
...  
Keyword(s):  
Decision Support ◽  
Oil Spill ◽  
Future Research ◽  
Decision Support Tools ◽  
Research Perspectives ◽  
Support Tools ◽  
Oil Spill Response

scholarly journals Consumer Neuroscience Techniques in Advertising Research: A Bibliometric Citation Analysis

2021 ◽  
Vol 13 (3) ◽  
pp. 1589
Author(s):  
Juan Sánchez-Fernández ◽  
Luis-Alberto Casado-Aranda ◽  
Ana-Belén Bastidas-Manzano
Keyword(s):  
Self Report ◽  
Future Research ◽  
Complex Nature ◽  
Clear Understanding ◽  
Continuous Growth ◽  
Main Research ◽  
Consumer Neuroscience ◽  
Starting Point ◽  
Wide Range ◽  
Performance Analysis Tools

The limitations of self-report techniques (i.e., questionnaires or surveys) in measuring consumer response to advertising stimuli have necessitated more objective and accurate tools from the fields of neuroscience and psychology for the study of consumer behavior, resulting in the creation of consumer neuroscience. This recent marketing sub-field stems from a wide range of disciplines and applies multiple types of techniques to diverse advertising subdomains (e.g., advertising constructs, media elements, or prediction strategies). Due to its complex nature and continuous growth, this area of research calls for a clear understanding of its evolution, current scope, and potential domains in the field of advertising. Thus, this current research is among the first to apply a bibliometric approach to clarify the main research streams analyzing advertising persuasion using neuroimaging. Particularly, this paper combines a comprehensive review with performance analysis tools of 203 papers published between 1986 and 2019 in outlets indexed by the ISI Web of Science database. Our findings describe the research tools, journals, and themes that are worth considering in future research. The current study also provides an agenda for future research and therefore constitutes a starting point for advertising academics and professionals intending to use neuroimaging techniques.

scholarly journals Application of the Socio-Ecological System Framework to Forest Fire Risk Management: A Systematic Literature Review

2021 ◽  
Vol 13 (4) ◽  
pp. 2121 ◽  
Author(s):  
Ingrid Vigna ◽  
Angelo Besana ◽  
Elena Comino ◽  
Alessandro Pezzoli
Keyword(s):  
Risk Management ◽  
Community Involvement ◽  
Forest Ecosystems ◽  
Local Community ◽  
Fire Risk ◽  
Future Research ◽  
Specific Reference ◽  
Clear Understanding ◽  
Wildfire Risk ◽  
Starting Point

Although increasing concern about climate change has raised awareness of the fundamental role of forest ecosystems, forests are threatened by human-induced impacts worldwide. Among them, wildfire risk is clearly the result of the interaction between human activities, ecological domains, and climate. However, a clear understanding of these interactions is still needed both at the global and local levels. Numerous studies have proven the validity of the socioecological system (SES) approach in addressing this kind of interdisciplinary issue. Therefore, a systematic review of the existing literature on the application of SES frameworks to forest ecosystems is carried out, with a specific focus on wildfire risk management. The results demonstrate the existence of different methodological approaches that can be grouped into seven main categories, which range from qualitative analysis to quantitative spatially explicit investigations. The strengths and limitations of the approaches are discussed, with a specific reference to the geographical setting of the works. The research suggests the importance of local community involvement and local knowledge consideration in wildfire risk management. This review provides a starting point for future research on forest SES and a supporting tool for the development of a sustainable wildfire risk adaptation and mitigation strategy.

scholarly journals The use of Qualitative Comparative Analysis (QCA) to address causality in complex systems: a systematic review of research on public health interventions

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Benjamin Hanckel ◽  
Mark Petticrew ◽  
James Thomas ◽  
Judith Green
Keyword(s):  
Public Health ◽  
Comparative Analysis ◽  
Complex Systems ◽  
Qualitative Comparative Analysis ◽  
Complex Interventions ◽  
Health Interventions ◽  
Data Availability ◽  
Future Research ◽  
Public Health Interventions ◽  
Minimum Criteria

Abstract Background Qualitative Comparative Analysis (QCA) is a method for identifying the configurations of conditions that lead to specific outcomes. Given its potential for providing evidence of causality in complex systems, QCA is increasingly used in evaluative research to examine the uptake or impacts of public health interventions. We map this emerging field, assessing the strengths and weaknesses of QCA approaches identified in published studies, and identify implications for future research and reporting. Methods PubMed, Scopus and Web of Science were systematically searched for peer-reviewed studies published in English up to December 2019 that had used QCA methods to identify the conditions associated with the uptake and/or effectiveness of interventions for public health. Data relating to the interventions studied (settings/level of intervention/populations), methods (type of QCA, case level, source of data, other methods used) and reported strengths and weaknesses of QCA were extracted and synthesised narratively. Results The search identified 1384 papers, of which 27 (describing 26 studies) met the inclusion criteria. Interventions evaluated ranged across: nutrition/obesity (n = 8); physical activity (n = 4); health inequalities (n = 3); mental health (n = 2); community engagement (n = 3); chronic condition management (n = 3); vaccine adoption or implementation (n = 2); programme implementation (n = 3); breastfeeding (n = 2), and general population health (n = 1). The majority of studies (n = 24) were of interventions solely or predominantly in high income countries. Key strengths reported were that QCA provides a method for addressing causal complexity; and that it provides a systematic approach for understanding the mechanisms at work in implementation across contexts. Weaknesses reported related to data availability limitations, especially on ineffective interventions. The majority of papers demonstrated good knowledge of cases, and justification of case selection, but other criteria of methodological quality were less comprehensively met. Conclusion QCA is a promising approach for addressing the role of context in complex interventions, and for identifying causal configurations of conditions that predict implementation and/or outcomes when there is sufficiently detailed understanding of a series of comparable cases. As the use of QCA in evaluative health research increases, there may be a need to develop advice for public health researchers and journals on minimum criteria for quality and reporting.

scholarly journals Cash Flow Bullwhip—Literature Review and Research Perspectives

Logistics ◽  
2021 ◽  
Vol 5 (1) ◽  
pp. 8
Author(s):  
Hicham Lamzaouek ◽  
Hicham Drissi ◽  
Naima El Haoud
Keyword(s):  
Literature Review ◽  
Customer Service ◽  
Cash Flow ◽  
State Of The Art ◽  
Research Work ◽  
Bullwhip Effect ◽  
Research Perspectives ◽  
Financial Perspective ◽  
The Impact ◽  
Exhaustive List

The bullwhip effect is a pervasive phenomenon in all supply chains causing excessive inventory, delivery delays, deterioration of customer service, and high costs. Some researchers have studied this phenomenon from a financial perspective by shedding light on the phenomenon of cash flow bullwhip (CFB). The objective of this article is to provide the state of the art in relation to research work on CFB. Our ambition is not to make an exhaustive list, but to synthesize the main contributions, to enable us to identify other interesting research perspectives. In this regard, certain lines of research remain insufficiently explored, such as the role that supply chain digitization could play in controlling CFB, the impact of CFB on the profitability of companies, or the impacts of the omnichannel commerce on CFB.

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