What is this thing called service?

Johns, Nick

doi:10.1108/03090569910285959

Cited by 110 publications

(69 citation statements)

References 45 publications

(48 reference statements)

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“…Relationships are forged (60% married couples say they met at the university (as cited by O'Connell, 2005)), and knowledge that is acquired often launches the student's career in a chosen field. Hence, the education experience, similar to some service experience such as tourist attractions, also includes a hedonic, aesthetic and emotional angle (Johns, 1999). Universities might think that since they don't control the hedonic aspects, it does not count as part of the university experience.…”

Section: Using Service Logic To Understand the University Experiencementioning

confidence: 99%

Education as Service: The Understanding of University Experience Through the Service Logic

Forbes

2009

Journal of Marketing for Higher Education

205

255

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With the marketization of UK higher education, this paper develops a framework from services marketing that can assist universities in understanding what market orientation means and how students would value their offerings. Our study shows that the core service in a university experience is a learning experience that is co-created, and that the value is emergent, unstructured, interactive, uncertain, with a hedonic dimension. Our paper modifies the gap model of service quality to show that an ideological gap exists that may also impede the quality of the university experience. We propose that a one-sided expectation by students leads to student consumerism and disengagement. Paradoxically, we show that a true student-orientated marketing puts the university ideology at the centre of marketing efforts and that marketing may well be an effective tool to communicate such ideologies.

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Section: Using Service Logic To Understand the University Experiencementioning

confidence: 99%

Education as Service: The Understanding of University Experience Through the Service Logic

Forbes

2009

Journal of Marketing for Higher Education

205

255

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“…Referring to previous studies within the scope of service quality, the tourism field has emerged as the fifth most studied subject (Akıncı et al, Service quality in Antalya 2009). Given that it possesses hedonic, aesthetic and emotional components which cannot be seen in other services like finance (Johns, 1999), tourism services are accepted as a unique product due to the tangible and intangible elements it owns as part of the tourism experience (Poon and Low, 2005). As customers of hotels take part in an experience, the hotel industry is specific.…”

Section: 3mentioning

confidence: 99%

How do international tourists perceive hotel quality?

Dörtyol

Varinli

Kitapçı

2014

International Journal of Contemporary Hospitality Management

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Purpose – The aim of this paper is to identify tourists' perceptions of services provided by hotels in Antalya/Turkey and to explore hotel service quality dimensions. Specifically, the objectives are as follows: to identify the dimensions of hotel service quality, and to determine the relative impact of those dimensions on customer satisfaction levels, on customer value and on customers' intentions to recommend or revisit a hotel. Design/methodology/approach – The present study uses the framework which originally appeared in Juwaheer's study investigating international tourists' perceptions of hotels in Mauritius. In this framework ten hotel service quality dimensions were defined by factor analysis and then the most important dimensions for each component were determined using stepwise regression analysis. Findings – Of the ten hotel service quality dimensions, “tangibles” and “food quality and reliability” influence the customer satisfaction level the most. Customer value is explained by five dimensions which generate 37.8 percent of the variance. “Hotel employees and problem solving”, “transportation”, “food quality and reliability”, “climate and hygiene”, “level of price”, “tangibles”, “interaction with Turkish culture” and “friendly, courteous and helpful employees” are the main dimensions which affect whether a guest will recommend a hotel. “Tangibles”, “interaction with Turkish culture”, and “level of price” are seen as the most influential dimensions in terms of customers' intentions to revisit a hotel. Research limitations/implications – The basic limitation of the study is the unexplained variance, which is the result of the regression analysis. Therefore, future research should aim to determine the factors explaining that variance. Practical implications – In light of these findings, hotel managers in Antalya can better understand their guests' priorities and consequently, they can arrange their service encounter process accordingly to fulfill these priorities. Originality/value – This study presents potentially valuable information for hotel managers in Antalya with regards to understanding customer value and satisfaction, which are the key elements in terms of guests revisiting a hotel and recommending it to others. As providing an opportunity for a comparative study of service quality searches, this study contributes to the field.

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“…In early research on customer journeys (Johns, 1999;Johns and Clark, 1993;Whittle and Foster, 1991) the term service journey was used more or less as a synonym to customer journey. Later, the customer journey perspective evolved to encompass research and practice that span and, to some extent, unite different strains of work on customer experience (as is seen e.g.…”

Section: Service Journeysmentioning

confidence: 99%

Customer journeys: a systematic literature review

Følstad

Kvale

2018

JSTP

243

182

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Purpose -Customer journeys has become an increasingly important topic in service management and design. The study reviews customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing.Design/methodology/approach -The study was conducted as a systematic literature review.Searches in Google Scholar, Scopus, Web of Knowledge, ACM Digital Library, and ScienceDirect identified 45 papers for analysis. The papers were analysed with respect to customer journey terminology and approaches, the relation to customer experience, the referenced background, and the use of visualizations.Findings -Across the reviewed literature, customer journeys are described not only as a means to take the viewpoint of the customer, but also to reach insight into their experiences. A rich and at times incoherent customer journey terminology is analysed and discussed, as are two emerging customer journey approaches: customer journey mapping (analysis of a service process "as is") and customer journey proposition (generative activities leading towards a possible service "to be"). Research limitations/implications -The review is limited to analysing and making claims on research papers that explicitly apply the term customer journey. In most of the reviewed papers, customer journeys are not the main object of interest but are discussed as one of several topics.Practical implications -A nuanced discussion of customer journey terminology and approaches is provided, supporting the practical application of a customer journey perspective.Originality/value -The review contributes a needed common basis for future customer journey research and practice.

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What is this thing called service?

Cited by 110 publications

References 45 publications

Education as Service: The Understanding of University Experience Through the Service Logic

Education as Service: The Understanding of University Experience Through the Service Logic

How do international tourists perceive hotel quality?

Customer journeys: a systematic literature review

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