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Articles 1 - 5 of 5
Full-Text Articles in Business
Modeling Quality Dynamics In It Services Management, Shahriar Akter, John D'Ambra, Pradeep Ray
Modeling Quality Dynamics In It Services Management, Shahriar Akter, John D'Ambra, Pradeep Ray
Shahriar Akter
The increasing importance of information technology (IT) services in the global economy prompts IS researchers to focus on service quality dynamics to capture the critical interaction between human behavior and IT. The purpose of this study is to develop and validate a user perceived IT service quality model for mHealth using a cross-disciplinary approach. The conceptual model is rooted in the traditional cognition (service quality) – affective (satisfaction)– conation (continuance intentions) chain but explicitly identifies three primary dimensions (i.e., system quality, interaction quality and outcome quality) and eight subdimensions (system reliability, system efficiency, system privacy, responsiveness, assurance, empathy, utilitarian benefits …
Optimal Service-Based Competition With Heterogeneous Suppliers, Ehsan Elahi, Saif Benjaafar, Karen L. Donohue
Optimal Service-Based Competition With Heterogeneous Suppliers, Ehsan Elahi, Saif Benjaafar, Karen L. Donohue
Management Science and Information Systems Faculty Publication Series
We investigate how a competition can be designed to maximize expected profit for a buyer who wishes to allocate demand among a diverse set of suppliers when his profit is dependent on the supplier’s service levels. The candidate suppliers are heterogeneous in their capacities and cost structures, and compete for shares of the buyer’s demand based on their promised service levels. To characterize the optimal competition, we first identify a family of allocation functions that are service maximizing, meaning they can intensify the competition to a point where each supplier provides its maximum feasible service level and the outcome of …
Analisis Pengaruh Iklim Kerja Terhadap Kepuasan Kerja Dan Kualitas Pelayanan, Ignatius Heruwasto
Analisis Pengaruh Iklim Kerja Terhadap Kepuasan Kerja Dan Kualitas Pelayanan, Ignatius Heruwasto
Jurnal Manajemen dan Usahawan Indonesia
Service quality is an important thing to be delivered by every company. Every company is trying to achieve superiority compare to others, by providing the best of service delivery. Employees are the influential factor to delivery the service quality. Service quality is depended on how the employees interact with ustomers. In delivering those superior services quality, job satisfaction is a key factor and is influenced by the quality of their work environment. This research reveals, the working environment impact positively on job satisfaction, and job satisfaction impact positively on quality of service. The research method in this study is a …
High-Versus Low-Context National Cultures: Preferences For Type Of Retailer And For Human Interaction, Gregory E. Osland, Bela Florenthal
High-Versus Low-Context National Cultures: Preferences For Type Of Retailer And For Human Interaction, Gregory E. Osland, Bela Florenthal
Gregory E. Osland
A purpose of this research is to investigate differences between low-and high-context national cultures in retail settings. In particular, we examined cultural differences in preference for human interaction while shopping, "emotional warmth" characteristics, perception of quality service, and retail channel preferences. As businesses more frequently employ multi-channel strategies in global settings, this topic of national culture gains importance and can shed light on key factors that shape consumers' retail preferences. Our findings indicate that national cultures differ in terms of retail channel preferences, preference for human interaction, and relationships between the two. Managerial implications and future research are addressed, as …
Judging Credence Service Based On Experience Service Evaluation: Moderating Effect Of Ease Of Assessing And Extrinsic Cues, Kungpo Tao
Marketing Theses & Dissertations
The impact of service failure on customers' perception of service quality is of vital importance to service providers. Prior research reveals little about how services that are purchased jointly by consumers are evaluated. My dissertation investigates the effect of failure of an experience service on the evaluation of a credence service that is purchased at the same time. In experimental study 1 carried out in the context of automobile services, it is found that the effect of service failure on trust is mediated by evaluation of service quality, and moderated by the ease of assessing service. In study 2 carried …