Long and short-term effects of customisation on the service operations strategy

Aranda, Daniel Arias; Gil, María José Álvarez

doi:10.1504/ijstm.2004.004298

Cited by 3 publications

(2 citation statements)

References 36 publications

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“…According to Rust et al (1996), the personal interaction of the service worker is essentially the most important part of service delivery and is the primary determinant of overall customer satisfaction. Although a number of approaches to measuring such an orientation have been proposed in the literature Customer serviceorientation (Arias-Aranda and Alvarez-Gil, 2004), the attention given to this topic in the literature has been relatively limited (Homburg et al, 2002).…”

Section: Service Orientationmentioning

confidence: 99%

Customer service‐orientation of small retail business owners in Austria, The Czech Republic, Hungary, Latvia, Slovakia, and Slovenia

Carraher

Parnell²,

Spillan³

2009

Baltic Journal of Management

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services. AbstractPurpose -The purpose of this paper is to test the feasibility of using a biodata inventory to measure service-orientation -one's disposition to be helpful, thoughtful, considerate, and cooperative -across cultures in a sample of 1,324 owners of businesses. Design/methodology/approach -Subjects in Austria, The Czech Republic, Hungary, Latvia, Slovakia, and Slovenia are given the inventory in order to predict their on-the-job service-oriented performance. Findings -Within the samples, the service-orientation ratings are highly correlated with extroversion and openness to experience in all six countries, and agreeableness in five countries and conscientiousness in four countries. The correlations of these scales with service-orientation are as high as or higher than those generally obtained with measures of service-orientation with customer service representatives.Research limitations/implications -The analysis lends credence to the notion that serviceorientation may be effectively measured by biodata within small organizations across multiple cultures. Originality/value -This paper examines the utility of a personality-oriented biodata inventory for explaining levels of customer service-oriented performance across six countries. Little cross-country research has been done on the owners of business thus this paper helps to fill in gaps in the literature dealing with business owners and the importance of personality attributes to explain service-oriented performance.

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Section: Service Orientationmentioning

confidence: 99%

Customer service‐orientation of small retail business owners in Austria, The Czech Republic, Hungary, Latvia, Slovakia, and Slovenia

Carraher

Parnell²,

Spillan³

2009

Baltic Journal of Management

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“…Arias-Aranda and Alvarez-Gil, 2004 This study has two objectives. First, it tries to promote an understanding of the relationship between the design of the service operation strategy and its implementation.…”

mentioning

confidence: 99%

Design for Service (Dfs) in the Product Development Process (Pdp) / Design for Service (Dfs) No Processo De Desenvolvimento De Produto (Pdp)

Berndsen

Forcellini

Barbosa

et al. 2021

BJD

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Due to the importance and growth of the demand of new products and services, there is a constant necessity to improve business processes. However, there are different approaches from different authors regarding this subject. In the context of Design for Service (DFS), the first and the most traditional approach among the companies is to develop the products through a Product Development Process (PDP), which fundamentally considers the product design while the services are only intuitively presented throughout the life cycle. The DFS can also be developed in a parallel manner, putting service and product together. However, there are only few methods that integrate DFS into the PDP. Review the existing literature about the best practices of the Design for Service (DFS) that incorporate "design for service" into the Product Development Process (PDP) in order to bring a better understanding of how to implement the DFS to PDP. The focus of this work is the DFS and its best practices, constituted by a Systematic Literature Review. A Systematic Literature Review elaborated in indexed databases (Scopus, Web of Knowledge, Compendex) was used and it was complemented by exploratory searches in the literature in order to compose the bibliographic portfolio. By examining the portfolio and the selected documents, it was possible to elaborate an analysis and organize it in chronological order, creating a timeline. The results indicate a growing interest in the service area in the past years, and clarify that the period between 2006 and 2014 were the years that had the greater research activity. The results are also important because they identify what the best practices of DFS are and what the important contributions to future research that may lead to the development of a model goal to incorporate DFS into PDP.

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Einzelkundenbezogene Dienstleistungserstellung

Minculescu¹,

Kleinaltenkamp²

2013

Theorie Und Praxis Des Dienstleistungsmarketing

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Long and short-term effects of customisation on the service operations strategy

Cited by 3 publications

References 36 publications

Customer service‐orientation of small retail business owners in Austria, The Czech Republic, Hungary, Latvia, Slovakia, and Slovenia

Customer service‐orientation of small retail business owners in Austria, The Czech Republic, Hungary, Latvia, Slovakia, and Slovenia

Design for Service (Dfs) in the Product Development Process (Pdp) / Design for Service (Dfs) No Processo De Desenvolvimento De Produto (Pdp)

Einzelkundenbezogene Dienstleistungserstellung

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