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Service Performance (service + performance)

Distribution by Scientific Domains
Business, Economics, Finance and Accounting78%

Selected Abstracts

Purchasing's Internal Service Performance: Critical External and Internal Determinants

JOURNAL OF SUPPLY CHAIN MANAGEMENT, Issue 2 2005
Lawrence D. Fredendall
Summary This article examines the importance of purchasing's level of internal and external cooperation on its internal service performance and how leadership influences both internal and external cooperation. Results found that visionary leadership increases purchasing's internal and external cooperation, which in turn improves purchasing's internal service performance. The data were obtained from a survey of 2,500 Institute for Supply ManagementÔ members, and were analyzed using structural equation modeling. The implications for practicing managers and for future research are discussed. [source]

Service Management,Academic Issues and Scholarly Reflections from Operations Management Researchers,

DECISION SCIENCES, Issue 2 2007
Richard Metters
ABSTRACT Services are now a larger portion of the economy than manufacturing for every nation on Earth, and services are an overwhelming portion of Western economies. While decision-making research has begun responding to this change, much of the scholarly work still addresses manufacturing issues. Particularly revealing is the field of operations management (OM), in which the proportion of manuscripts dedicated to services has been estimated at 3%, 6%, and 7.5% by various authors. We investigate several possible reasons for the neglect of services in research, including the difficulty in defining services, viewing services as derivative activities, a lack of defined processes, a lack of scale in services, and the effect of variability on service performance. We argue that times have changed, and none of these reasons is valid anymore. We sound the warning that failure to emphasize services in our research and teaching may signal the decline of the discipline. We note the proportion of OM faculty in business schools has shrunk in the past 10 years. Finally, we examine a selection of service research agendas and note several directions for high-impact, innovative research to revitalize the decision sciences. With practitioners joining the call for more research in services, the academic community has an exciting opportunity to embrace services and reshape its future. [source]

The influence of service performance and destination resources on consumer behaviour: a case study of mainland Chinese tourists to Kinmen

INTERNATIONAL JOURNAL OF TOURISM RESEARCH, Issue 3 2009
Chien Min Chen
Abstract This paper draws upon the responses of 603 mainland Chinese tourists in Kinmen and attempts to understand their consumer behavior on the aspects of intentions, preferences, decision-making process, satisfaction, and willingness to revisit. Variables such as service performance and destination resources that affect visitor's satisfaction are also tested. The findings reflect a ,myth of mysteriousness' of mainland Chinese visitors to the destination and suggest that it is essential for the market segmentation to participate in the tourism planning of Kinmen to develop an integrated policy for promotion and marketing, in order to enhance consumers' interest. In addition, this research has implications for tourism planning in Kinmen and provides references for other destinations striving for tourists from mainland China. Copyright © 2008 John Wiley & Sons, Ltd. [source]

Online pressure,volume,temperature measurements of polypropylene using a testing mold to simulate the injection-molding process

JOURNAL OF APPLIED POLYMER SCIENCE, Issue 1 2010
Jian Wang
Abstract To obtain accurate prediction of service performance and service life of polymers and to optimize the processing parameters, a modified online measurement was used to measure the pressure,volume,temperature (PVT) properties of polymers under certain processing conditions. The measurement was based on an injection molding machine, and it was used to obtain the PVT data of polymers directly with a special testing mold under normal processing conditions. The PVT properties of a semicrystalline polymer, polypropylene, were measured through both an online testing mold and a conventional piston,die dilatometer. The PVT properties were correlated by a modified two-domain Tait equation of state. The differences between the two groups of PVT data measured were investigated, and relative differences, especially in the rubbery state because of different cooling or heating measuring modes and sample forms, were observed. Numerical simulations of injection-molding processes were carried out by Moldflow software with both of the types of PVT data. The resulting online PVT data exhibited improvement in the accurate prediction of shrinkage and warpage. © 2010 Wiley Periodicals, Inc. J Appl Polym Sci, 2010 [source]

Expectations, performance, and citizen satisfaction with urban services

JOURNAL OF POLICY ANALYSIS AND MANAGEMENT, Issue 3 2004
Gregg G. Van Ryzin
The expectancy disconfirmation model has dominated private-sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban services. The model views satisfaction judgments as determined,not just by product or service performance,but by a process in which consumers compare performance with their prior expectations. Using data from a New York City citizen survey, this study finds that citizen expectations, and especially the disconfirmation of expectations,factors that previously have not been considered in empirical studies of the determinants of citizen satisfaction,play a fundamental role in the formation of satisfaction judgments regarding the quality of urban services. Interestingly, the modeling results suggest that urban managers should seek to promote not only high-quality services, but also high expectations among citizens. Additional implications for research and public management practice are discussed. © 2004 by the Association for Public Policy Analysis and Management. [source]

Purchasing's Internal Service Performance: Critical External and Internal Determinants

JOURNAL OF SUPPLY CHAIN MANAGEMENT, Issue 2 2005
Lawrence D. Fredendall
Summary This article examines the importance of purchasing's level of internal and external cooperation on its internal service performance and how leadership influences both internal and external cooperation. Results found that visionary leadership increases purchasing's internal and external cooperation, which in turn improves purchasing's internal service performance. The data were obtained from a survey of 2,500 Institute for Supply ManagementÔ members, and were analyzed using structural equation modeling. The implications for practicing managers and for future research are discussed. [source]

Optimal material control in an assembly system with component commonality

NAVAL RESEARCH LOGISTICS: AN INTERNATIONAL JOURNAL, Issue 5 2001
Narendra Agrawal
Abstract Allocation of scarce common components to finished product orders is central to the performance of assembly systems. Analysis of these systems is complex, however, when the product master schedule is subject to uncertainty. In this paper, we analyze the cost,service performance of a component inventory system with correlated finished product demands, where component allocation is based on a fair shares method. Such issuing policies are used commonly in practice. We quantify the impact of component stocking policies on finished product delays due to component shortages and on product order completion rates. These results are used to determine optimal base stock levels for components, subject to constraints on finished product service (order completion rates). Our methodology can help managers of assembly systems to (1) understand the impact of their inventory management decisions on customer service, (2) achieve cost reductions by optimizing their inventory investments, and (3) evaluate supplier performance and negotiate contracts by quantifying the effect of delivery lead times on costs and customer service. © 2001 John Wiley & Sons, Inc. Naval Research Logistics 48:409,429, 2001 [source]

The Interagency Health and Nutrition Evaluation initiative in humanitarian crises: Moving from single-agency to joint, sectorwide evaluations,,

NEW DIRECTIONS FOR EVALUATION, Issue 126 2010
Olga Bornemisza
The authors focus on the growing international momentum for interagency or joint evaluations of humanitarian response. The Interagency Health and Nutrition Evaluation (IHE) initiative, established in 2003, is described and analyzed in this chapter. The aims of IHE are described, as are the five components in the IHE framework of analysis: outcomes, service performance, policy and planning, risks to health and nutrition, and humanitarian context. This chapter focuses on lessons learned and identifies options for institutionalizing IHEs. © Wiley Periodicals, Inc., and the American Evaluation Association. [source]

Customer familiarity and its effects on satisfaction and behavioral intentions

PSYCHOLOGY & MARKETING, Issue 10 2002
Magnus SöderlundArticle first published online: 5 SEP 200
When customer familiarity increases, customer expertise is likely to increase. Although expertise is known to affect information processing in several ways, few studies have examined the effects of familiarity on customers' evaluations and behavioral intentions. In this study, it was found that a high level of prepurchase familiarity was associated with more extreme (i.e., more polarized) postpurchase responses in customer satisfaction, repurchase intentions, and word-of-mouth intentions compared to a low prepurchase level of familiarity. More specifically, when service performance was high, high-familiarity customers expressed a higher level of satisfaction and behavioral intentions than did less familiar customers. On the other hand, when performance was low, high-familiarity customers expressed lower levels of satisfaction and behavioral intentions than did low-familiarity customers. © 2002 Wiley Periodicals, Inc. [source]

Mystery shopping: Using deception to measure service performance

PSYCHOLOGY & MARKETING, Issue 7 2001
Alan M. Wilson
This article reports on a program of exploratory research aimed at examining the practice of mystery shopping in service organizations. Mystery shopping, a form of participant observation, uses researchers to deceive customer service personnel into believing that they are serving real customers or potential customers. The research focused on the views of senior managers responsible for commissioning mystery shopping research and directors of market research agencies responsible for the provision of such research. The research findings identify the manner in which mystery shopping is used and the methods used to maximize the reliability of the technique. The study also revealed that employees' acceptance of this form of deception appears to be critical if the results are to be taken seriously by service personnel and if industrial relations within the organization are not to suffer. © 2001 John Wiley & Sons, Inc. [source]

The Dilemma of the Unsatisfied Customer in a Market Model of Public Administration

PUBLIC ADMINISTRATION REVIEW, Issue 1 2005
Janet M. Kelly
The relationship between administrative service performance and citizen satisfaction has been assumed, but not demonstrated, in the application of market models to public service delivery. Although the citizen satisfaction literature cautions that the link between objective and subjective measures of service quality is tenuous at best, public-sector professional organizations define a managerial focus on objective measures of service performance as accountability to citizens for outcomes. What if we're wrong? [source]

Service Quality and Benchmarking the Performance of Municipal Services

PUBLIC ADMINISTRATION REVIEW, Issue 2 2004
David H. Folz
How can local officials select benchmarking partners whose best practices have the most potential for applicability and success in improving service performance? This study suggests the process for selecting the most appropriate benchmarking partners and for making fair performance comparisons will be advanced if local officials initially address the issue of what level of input service quality level is desired or can be provided. Using data collected from a national survey, the study presents a framework for measuring service quality for municipal solid waste recycling programs. It examines the connection between input service quality and service outcomes and describes the results of analyses of the contextual factors and best practices that distinguish the top recycling performers and potential benchmarking partners in each service-quality class. The study suggests a model for how local officials can use this type of information to select an appropriate benchmarking partner. The study shows that a quality-of-service framework for municipal services can advance local decision making about what citizens and stakeholders expect and will support in terms of input service quality. It also can help local officials identify benchmarking partners that provide a service at the desired level of quality. [source]