The importance of service quality for competitive advantage &amp;ndash; with special reference to industrial product

Dominic, P. D. D.; Goh, Kim Nee; Wong, Diana J; Chen, Yoke Yie

doi:10.1504/ijbis.2010.035051

Cited by 39 publications

(18 citation statements)

References 52 publications

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“…Brand strength analysis delivers an insightful snapshot of strengths and weaknesses of the brand (Rocha, 2012;Salinas, 2016). Current competitive environment induced by globalization and advances in IT have forced organizations to focus on managing customer relationships and, in particular, customer satisfaction and customer loyalty in order to efficiently maximize revenues (Dominic et al, 2010). Technology organizations use innovation as their major competitive edge (Abouzeedan et al, 2013).…”

Section: Competitive Advantagementioning

confidence: 99%

Qualitative study of challenges and strategies of Indian IT organizations toward global branding

Ray

Sharma

2019

BIJ

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Purpose There is a lacuna in research work in terms of understanding how Indian IT organizations can become global brands. Benchmarking has not received much attention in marketing literature due to lack of benchmarking framework, and IT organizations are yet to make progress in benchmarking. The purpose of this paper is to examine the impact of brand strength on global branding by developing a conceptual benchmarking framework for Indian IT organizations. Design/methodology/approach Semi-structured in-depth interviews are conducted with thirty middle-level managers from two Indian IT organizations, two US-based global IT organizations and one UK-based leading bank, which is a customer of these IT organizations. Findings Results show a positive relationship between brand strength and global branding, between customer loyalty and global branding, between brand loyalty and competitive advantage and between global branding and competitive advantage. Indian IT organizations can benchmark global IT organizations to improve delivering brand promise, positioning, awareness building and authenticity toward making Indian IT organizations future ready to address the entire breadth of opportunities in the evolving world of cloud and digital. Practical implications This research helps managers with a brand strength-based benchmarking framework toward global branding of Indian IT organizations. Social implications IT is instrumental for rapid growth of Indian’s economy. India should optimally utilize its greatest wealth, its human potential, with the latent global demand in IT through building global IT brands. Originality/value The originality of the study lies in conducting a qualitative study on global branding of Indian IT organizations and also proposing a conceptual benchmarking framework. The study further validates the model using qualitative analysis.

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Section: Competitive Advantagementioning

confidence: 99%

Qualitative study of challenges and strategies of Indian IT organizations toward global branding

Ray

Sharma

2019

BIJ

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“…Many studies have recognized that 'Service Quality' is a strategy to achieve competitive advantage (Alghamdi & Bach, 2013;Peris-Ortiz et al, 2015). Studies are supporting to establish a positive relationship between the service quality and competitive advantage (Wijetunge, 2016;Dominic et al, 2010;Shepherd, 1999;Kwanya et al, 2018). The quality of the service provided by any organization is associated as a critical factor in dealing with a competitive market (Al-Ababneh, 2017;Dominic et al, 2010;Dadoa, et al, 2012).…”

Section: Introductionmentioning

confidence: 99%

“…Studies are supporting to establish a positive relationship between the service quality and competitive advantage (Wijetunge, 2016;Dominic et al, 2010;Shepherd, 1999;Kwanya et al, 2018). The quality of the service provided by any organization is associated as a critical factor in dealing with a competitive market (Al-Ababneh, 2017;Dominic et al, 2010;Dadoa, et al, 2012). Thus, there is a well-established relationship between service quality and competitive capabilities.…”

Section: Introductionmentioning

confidence: 99%

Examining the relationship between competitive capability and perceived service quality in university libraries

Arachchige

Singh

Weerasooriya

2021

Jnl Univ. Librarians Assoc. Sri Lanka

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As modern Information Technology has created a way to a variety of information service opportunities, many options other than the conventional library service are available for users. A stiff competition has emerged among information service providers and therefore university library professionals too have to think of their competitive advantage. Service quality has gained a high concern as a strategy for developing the competitive position of an organization and many studies in different fields have established a strong relationship between service quality and competitive advantage. Viewing inversely, some practitioners contemplate that the competitive position of resource capabilities can influence the improvement of service quality. In order to examine the relationship between competitive position and the service quality in a university library context, an exploratory survey was employed utilizing a VRIO based questionnaire and LibQUAL+ based instrument with 89 library professionals selected from 15 state university libraries in Sri Lanka. The study reveals that there is a moderate positive correlation between two variables (r = .286, n= 66, p = .020). As the relationship is moderate, further studies seem essential to support the hypothesis. The large percentage of residuals indicates that there are more factors contributing to the service quality in university libraries. This study

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“…The quality of the service has become a critical factor in service organizations to dealing with competitive market (Dominic et al, 2010;Al-Ababneh, 2017). One of the strategies of service organizations that can be used to obtain competitive advantages is to improve the quality of the services that are provided to the customers (Wong & Shoal, 2003;Dominic et al, 2010;Desfitrina, Zulfadhli and Widarti, 2019).…”

Section: Introductionmentioning

confidence: 99%

Impact of Organizational Citizenship Behavior on Perceived Service Quality in Hotel Industry

2020

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Though the prior studies have examined the service quality and organizational citizenship behavior in hotel industry, limited understanding exists on how the service quality could be enhanced by effective organizational citizenship behavior (OCB) of customer-contact employees of unclassified hotels. This study concerns about how OCB of customer-contact employees would impact the perceived quality of the customers. Accordingly, it is endeavored to empirically examine the impact OCB of customer contact employees on the service quality in hotel industry. A total of 70 unclassified hotels were selected randomly from the Southern Province, Sri Lanka. The sample consisted of 215 customer-contact employees and 375 customers of these hotels. Structured questionnaires were administered for data collection. Smart-PLS 3 package was used for running the analysis of SEM. The results indicate that the impact of service oriented organizational citizenship behavior on service quality is statistically significant (β = 0.444, p < 0.01) and it is important to note that service-oriented loyalty on service quality appear to be strong. A conceptual and empirical link between OCB and perceived service quality (SQ) of customers is examined. The critical roles of the customer contact employees in ensuring high level of customer services in hotel industry is established.

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The importance of service quality for competitive advantage – with special reference to industrial product

Cited by 39 publications

References 52 publications

Qualitative study of challenges and strategies of Indian IT organizations toward global branding

Qualitative study of challenges and strategies of Indian IT organizations toward global branding

Examining the relationship between competitive capability and perceived service quality in university libraries

Impact of Organizational Citizenship Behavior on Perceived Service Quality in Hotel Industry

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