International Journal of Services, Economics and Management
These articles have been peer-reviewed and accepted for publication but are pending final changes, are not yet published and may not appear here in their final order of publication until they are assigned to issues. Therefore, the content conforms to our standards but the presentation (e.g. typesetting and proof-reading) is not necessarily up to the Inderscience standard. Additionally, titles, authors, abstracts and keywords may change before publication. Articles will not be published until the final proofs are validated by their authors.
Forthcoming articles must be purchased for the purposes of research, teaching and private study only. These articles can be cited using the expression "in press". For example: Smith, J. (in press). Article Title. Journal Title.
Articles marked with this shopping trolley icon are available for purchase - click on the icon to send an email request to purchase.
International Journal of Services, Economics and Management (8 papers in press)
Bill Prioritisation and Bill Payment Orientation in the Developing Country Context. by Joseann Knight, Donley Carrington Abstract: Adverse economic conditions often result in bill payment default by consumers and compromised accounts receivable for service providers. Default is especially problematic in developing countries where the average consumer has less spending power. Yet, international service brands know very little about the debt attitudes of developing country consumers.
Using Maslows Hierarchy of Needs Framework, this paper examines whether consumers adopt a hedonic or a utilitarian approach to bill prioritisation activity. Knowing the relative importance of ones service better equips the service provider to develop compelling communications to support or to enhance consumers perceptions if need be.
The study also introduces Service Bill Payment Orientation (SBPO) which measures how consumers view bill payments in general, thereby contributing to the newly emerging literature on the debt attitudes of developing country consumers.
The findings of the study point to a utilitarian bill payment approach and suggest that SBPO may be more a consequence of national culture than of demographic differences between consumers.
Keywords: services; bill payments; Service Bill Payment Orientation; accounts receivable; hedonism; utilitarianism; bill prioritisation; subscriptions; Maslow’s Hierarchy of Needs.
Service Quality Gap- A tale of two companies by Hasnan Baber Abstract: The study is aimed to explore the Service quality gap of two automobile companies in India. A structured 25 item questionnaire was used to collect primary data from 1320 customers from two companies by stratified sampling of selected states. Data was statistically analyzed through reliability analysis, exploratory factor analysis, paired sample t-test and confirmed factor analysis. The findings revealed a significant gap in service quality of both companies. Only tangibility and empathy factor has expected level lower than the perceived service quality level. Also in both companies SERVQUAL model has a constructive and significant impact on customer satisfaction. The findings will help in comparing service quality levels of two companies and improving the same.
Keywords: Quality; Service,Gap model; Customer Satisfaction; Automobile; Toyota; Ford; India.
Understanding the antecedents of Service Decisions: An integration of Service Promiscuity and Customer Citizenship Behavior by Benny Godwin, Rowena Wright Abstract: Promiscuity being casual and unrestrained towards the service, the purpose of this article is to contribute to the service literature by investigating the influence of customer citizenship behavior and service promiscuity in the decision making process in the context of public house services. This paper empirically draws a historic sum-up on the roots of service promiscuity towards decision making process. A questionnaire was sent to 1509 pub customers using retrospective experience sampling technique. The proposed hypotheses are tested using structural equation modeling. Results from this research yield novel insights into the dual antecedents extending to customer decision making process through customer citizenship behavior and service promiscuity. The findings have implications for the ongoing argumentation on the practicality of customer promiscuity and broadening the theoretical understanding of why customers decision making process establishes such an efficacious effect in the service environment. Further, these new and interesting results enlighten the insights of consumer behavior and more importantly contribute substantially to the existing knowledge of service marketing literature. The results provide managers with specific variables of decision making process and substantial service strategies. Keywords: customer citizenship behavior; service promiscuity; psychodynamics; decision making process; public house (pub) services.
Social Loafing with Group Development by Min Zhu, Huaqing Wang Abstract: We inspect thoroughly the literature in social loafing and group development. We address the connection of group development to social loafing and distinguish perceived social loafing from actual social loafing. By making such distinction, we clarify the goal of establishing a connection between group members perception of social loafing with their perception of the group progress. The possible future directions of research in this field are discussed. Keywords: Social loafing; group development; teams.
Green Innovation under Uncertainty A Dynamic Perspective by Ping Li, Mohan Menon, Zuoming Liu Abstract: Increasing concerns regarding environment and sustainability drive firms to devote resources to green product development to satisfy customers preference and gain competitive advantage. Organizations require an effective learning orientation along with a market-based orientation in order to tackle sustainability challenges to gain competitive advantage. The study proposes a conceptual framework to analyze the effects of learning orientation and market orientation in improving a firms green innovation.
More importantly, the framework describes how the orientation impacts innovation under different environmental settings. Data from 231 China-based companies were used in the study and the results indicate the nature of the linkages between a firms green innovation and its learning and market orientation. Guidelines for practitioners on managing environmental uncertainties and improving green innovation is discussed. Keywords: Green innovation; Learning orientation; Market orientation; Environmental uncertainty.
UNDERSTANDING THE INTENTION TO USE SELF SERVICE TECHNOLOGIES IN THE AIRLINE INDUSTRY by Thamarai Selvan, Thanigai Arul, Dharun Kasilingam Abstract: Self Service Technologies (SST) in the airline industry is becoming more common nowadays in the developing countries. This research seeks to understand the factors that affect the travelers intention to use such technologies. Literature reveals that Tech Readiness, Perceived ease of use and Perceived reliability towards technologies play a role in the intention to use them. In order to test the hypotheses, data was collected from 552 travelers at Chennai airport. Structural Equation Modeling (SEM) was used to test the hypotheses. Results indicate that perceived reliability and tech readiness are significant predictors of the intention to use SSTs. Managerial and theoretical implications are discussed Keywords: Tech readiness; Perceived ease of use; Perceived reliability,SST; Airlines.
Financial development-income inequality nexus in South Eastern European countries: Does the relationship vary with the level of inflation? by Kunofiwa Tsaurai Abstract: The study investigated two aspects using panel data analysis methods: (1) the impact of financial development on income inequality and (2) the role of inflation in the financial development-income inequality nexus in the case of South Eastern European countries (Bulgaria, Greece, Croatia, Montenegro, Romania, Serbia, Slovenia). The relevancy of the financial development led income inequality reduction hypothesis is no longer a disputable issue judging from the findings emanating from previous empirical studies on the subject matter. However, the impact of inflation on financial developments ability to boost income inequality reduction is fairly a virgin area after so far been only extensively done by Florence (2012) according to the authors best knowledge. Without interaction term, fixed effects approach shows that financial development increased income inequality whereas pooled ordinary least squares (OLS) indicates that income inequality was narrowed down by financial development in South Eastern European nations. Using fixed effects, the interaction term between inflation and financial development reduced income inequality mainly because inflation triggered reduction in income inequality outweighed the increase in income inequality associated with financial development. Employing pooled OLS approach, the interaction term between inflation and financial development increased income inequality mainly because inflation triggered income inequality increase outweighed the income inequality reduction associated with financial development. The study therefore urges South Eastern European countries to implement policies targeted at reducing inflation in order to enhance financial developments ability to reduce income inequality. South Eastern European countries should also implement policies aimed at deepening their financial markets in order to reduce income inequality. Keywords: Income Inequality; Inflation; Financial Development; South East Europe.
Assessing and Improving Performance for a Small Contact Center by Lifang Wu Abstract: Contact centers are an increasingly important part of todays economy and most of the contact centers in the U.S. are small ones employing less than 100 agents. This paper provides a case study of applying quantitative techniques to improve operations performance for a small contact center affiliated with a water plant in the U.S. By establishing a regression-adjusted queueing model based virtual benchmarking contact center, the research focuses on investigating efficiency losses the small contact center was facing. The study suggests that the overwhelming majority of the efficiency loss at the small contact center was related to agent shrinkage (unavailable while logged-in or did not log in). Surprisingly, forecasting and scheduling errors only resulted in a fairly small portion of the overall efficiency loss, which contradicts the traditional belief of scheduling dominating call center performance. The article offers managerial insights catering to these small contact centers which can help them eliminate waste, reduce operating costs, and improve service quality. Keywords: Small contact center; service; quality; efficiency; performance; modeling; benchmarking.