International Journal of Services, Economics and Management
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International Journal of Services, Economics and Management (5 papers in press)
Service Innovation: Building a Sustainable Competitive Advantage in Higher Education by Boon Liat Cheng, Tat Huei Cham, Dent Michael, Teck Heang Lee Abstract: The increasing pace of globalisation requires organizations to be innovative in their service provision in order to remain competitive and relevant in their industry. Higher education is one example that falls under this category because universities need to compete for students globally. Hence, service innovation plays a critical role in helping universities sustain their operation and gain a competitive edge to outperform the increased competition. In view of the importance of service innovation, this study aims to examine the impact of service innovation on students satisfaction, and to what extent their level of satisfaction can be translated to the perception of institutions image and their loyalty. The mediation effect of institution image is also addressed in this study. Data were collected from 400 university students and analysed using structural equation modelling. The results of the study show that all the factors in service innovation (i.e. product innovation, process innovation, organizational innovation and marketing innovation) have a significant effect on students satisfaction, which in turn, positively relates to their perception of the institution image and loyalty. The institutional image was also found to mediates the relationship between student satisfaction and loyalty. The implications of the findings and limitations of the study are then discussed.
Keywords: Service Innovation; Satisfaction; Image; Loyalty; Consumer Behaviour; Higher Education.
Financial and Current Account Interrelationship, An ARDL Bounds Test Approach: The case of Tunisia before the jasmine revolution by Hager Farhoud, Lotfi TALEB Abstract: The present paper investigates the long-run and short-run dynamics between the surplus of aggregated and disaggregated financial account and the persistent pattern of current account deficit in Tunisia during the whole period before the jasmine revolution (1977 to 2011) based on the Autoregressive Distributed Lag (ARDL) cointegration framework of Pesaran et al. (2001).The results highlight evidence of long-run cointegration relationships between current account and both financial account and its components in the Tunisian context, indicating that the current account deficit reflects the surplus of financial account. Regarding causality, the results found suggest also long-run and short-run bidirectional links between current account and both financial account, foreign direct investment and external borrowing in one hand, and in other hand between foreign direct investment and debt. This study proves also that there is evidence of a unidirectional causality from portfolio investment to current account over the long-run, and from both foreign direct investment and debt to portfolio investment over the short-run. Keywords: Current and financial account; financial account components; ARDL model; developing country; Tunisia.
Contribution of Mindfulness to Customer Orientation and Adaptive Selling by Peerayuth Charoensukmongkol Abstract: The objective of this research is to examine the relationship between the mindfulness of salespeople and their selling behaviors, as well as their satisfaction with their own sales performance. The sampling frame for this research includes salespersons from a world-leading-direct-sales corporation that has subsidiaries in Thailand. A total of 172 completed surveys were obtained. Results from a partial least squares regression of these surveys showed that both trait mindfulness and state mindfulness during the sales interactions of salespersons positively correlated with these outcome variables. Although trait mindfulness tended to explain adaptive selling indirectly, through the mediating role of customer orientation, only its direct linkage with customer orientation was supported. For state mindfulness during sales activities, the results supported that it is directly and positively associated with both customer orientation and adaptive selling. Lastly, the results showed that both trait mindfulness and state mindfulness during sales activities positively correlated with sales performance satisfaction. Therefore, the study suggests that mindfulness training is a possible intervention that sales organizations and/or sales managers may consider to help their sales personnel improve the quality of mindfulness that may be required for them to work more productively in their sales job. Keywords: mindfulness; personal selling; customer orientation; adaptive selling.
Customer Value- Encounter Satisfaction- Overall Satisfaction: Examining the Relationship in Tourism Destinations by Georgia Zouni, MARKOS MARIOS TSOGAS, DIMITRA MARGIETA LYKOUDI Abstract: ?ver the past decade, several studies in services and t?urism literature have been c?nducted and c?ncluded that satisfacti?n is ass?ciated and affected by value because value appraisals precede satisfacti?n. This study aims to examine the relati?nship between cust?mer satisfacti?n fr?m each destinati?n service/enc?unter and ?verall, and its antecedent, cust?mer value. The pr?p?sed relati?nships are tested using the Structural Equati?n M?delling (SEM) analysis at an established Greek heritage destinati?n, ?lympia. Results indicate that value dimensions can explain considerably the destinati?n service enc?unter satisfacti?n, which in turn contributes t? ?verall satisfacti?n. This study can be c?nsidered am?ng the first attempts t? empirically test the relati?nship ?f service enc?unter satisfacti?n fr?m every destinati?n service and cust?mer value. Keywords: Cust?mer Value; ?verall Satisfacti?n; Service Enc?unter Satisfacti?n; T?urism; Destinati?n; Experiential Marketing; SEM; Structural Equati?n M?delling.
Use of Taguchi Method for optimization of process parameters of option pricing model by Amir Ahmad Dar, N. Anuradha Abstract: Options are generally utilized in the budgetary market and have the planned to bring a goliath rate of return and furthermore; they give various vital choices. In this paper, the optimal combination of options was evaluated for the first time utilizing the Taguchi method. The Taguchi method analyzes the impacts and relative significance of variables. The Binomial option pricing model (BOPM) is used to estimate the values of options. The regression coefficients will give the connection between the elements and the reaction variable. The Analysis of variance (ANOVA) and the Analysis of Mean (ANOM) are used for finding the best optimal combination among the parameters where the values of options are maximum and also it identifies which parameter impacts more on the option value. The Minitab programming is utilized for breaking down outcomes and the ANOVA and ANOM are used for optimizing the result. Keywords: Binomial option pricing model; Taguchi method; Regression model; Analysis of Mean; Analysis of variance.