Extended service profit chain in telecom service industry in Oman – An empirical validation

Ansari, Mohammad Sultan Ahmad

doi:10.1016/j.sftr.2020.100032

Cited by 10 publications

(3 citation statements)

References 26 publications

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“…These customers must identify and resolve the various, varying needs and contrasting priorities. As society becomes educationally advanced and more progressive, the demands of society for service quality are increasing (Ansari, 2020;Mohanty and Behera, 1996).…”

Section: Tqm Implementation In the Service Industrymentioning

confidence: 99%

“…Firms have begun to understand SQ's consumer experience and how well it can be connected to service elements to fulfil the expectations of consumers (Ansari, Farooqui and Gattoufi, 2018). This boosts business in the form of repeat buying, customer loyalty, customer retention and "positive word of mouth" (Ansari, 2020). According to Kumar and Sharma (2017b), in the competitive league, organizations would like to succeed in their improvement process; thus, to concentrate on making their product quality and service levels better than others to attract customers.…”

Section: Introductionmentioning

confidence: 99%

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Effective TQM Implementation in the Service Industry: A Proposed Framework

2021

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Purpose: This paper aims to explore the framework, practices, and implementation of total quality management (TQM) in the service industry. Methodology/Approach: The present study focuses on the existing literature on several TQM dimensions and developed a framework that would allow the service industry to efficiently apply TQM, resulting in enhanced organizational performance. Findings: The research findings suggest that the relevance and implementation of TQM practices have a strong linkage to organizational performance. Managers shall work for the accomplishments of TQM to achieve success in local and global competition. By implementing TQM practices effectively in the service industry, managers can see improvements in the organization’s function. Therefore, managers shall accept the TQM approach to improve overall service quality and organizational performance. Research Limitation/implication: The study is limited to secondary data collection and no primary research is carried out to verify the proposed framework. Originality/Value of paper: The present study contributes to the literature on TQM by developing a framework for the service industry. This adds to the existing knowledge on TQM in the service industry and builds a foundation to carry out future research. The proposed TQM framework will empower the organizations for superior performance by evaluating the factors, defining rooms for improvement, and designing ways to achieve business excellence.

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Section: Tqm Implementation In the Service Industrymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Effective TQM Implementation in the Service Industry: A Proposed Framework

2021

Self Cite

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“…Previous research (Ansari, 2020;Chang et al, 2020;Gonçalves et al, 2020;Gorji & Siami, 2020;Mahmoud et al, 2019), explains repurchase intentions in the service industry, hospitals or healthcare in general. Unfortunately, the five studies did not specifically explain repurchase intention in the object of research at the dental clinic.…”

Section: Introductionmentioning

confidence: 99%

Repurchase intention as a marketing strategy: A case study on dental clinics in Bandung City, Indonesia

Suprayogi

Hurriyati

Gaffar

et al. 2022

JEECAR

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This study aims to develop a marketing strategy by increasing patient satisfaction and influencing repurchase intention. A quantitative methodology with online data dissemination to 158 respondents who had treated teeth at dental clinics in Bandung, Indonesia. Analysis of the questionnaire data using the PLS-SEM data analysis technique. The findings show that clinic reputation, dentist, and technology affect patient satisfaction, and patient satisfaction is a mediating variable that affects repurchase intention. The reputation of the clinic, dentist, and technology that is felt directly by the patient will affect patient satisfaction. Furthermore, fulfilled patient satisfaction will raise the patient's repurchase intention in the future. The impact of this research is that business actors engaged in dental clinics can develop marketing strategies that can increase patient satisfaction so that patients make repurchase intentions after visiting their dental clinics.

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