Managing Service Quality within the Knowledge-Based Economy: Opportunities and Challenges

The knowledge-based economy, along with the impact of information society technologies, presents the service organizations and their customers with many potential opportunities as well as challenges. Therefore, this study explores how the knowledge-based economy could influence the quality management of service organizations. The study reveals that the actors within the service sector have vast new opportunities in terms of communication and value co-creation, but in the same time, the requirements regarding the quality of provided services trigger various problems for managers. The originality and value of this study consist of identifying logical connections between changes in the society, changes in the services, and changes in the service quality management. The findings of this study reveal that service quality management, as an integral part of the management of services, became more important within the knowledge-based economy as compared to the traditional (industrial) economy. Service quality management is knowledge-driven, it relies on people’s continuous development, network-intense collaboration (sharing ideas and knowledge), and value co-creation to attain sustainable competitive advantage. The study was carried out by combining a wide variety of sources, such as research papers, conceptual papers and literature reviews. Our conclusion justifies the effort invested in improving service quality management and also has relevance for service organizations’ managers in a very sensitive area like the service quality management.management, service quality, knowledge-based economy, online services

A supplier selection strategy within the Malaysian telecommunications industry

The telecommunication industry in Malaysia has grown rapidly over the last 15 years, with effective supply chain management becoming increasing important within the sector. A multitude of providers and part owned Malaysian government companies, vendors and suppliers are involved in generating and creating value-adding products and services within this sector (across wireless, wireline, broadband business and consumer lines of business). This paper describes key challenges facing a major telecoms service provider in Malaysia with regards to drivers involved in the overall procurement and supplier selection with regards to components of performance management, decision-making, selection techniques, quality and cost management, procurement policy and procurement ethics. This paper further focuses on defining and detailing research currently being undertaken to develop a framework for identifying supplier selection drivers that are inherent within the sector and suggests a research approach to investigate and develop strategies for supplier selection for the telecommunications industry in Malaysia

Developing an integrated vision of customer value

Purpose – The aim of this paper is to contribute to the service management literature by identifying the possible relationship between customer value seen from the customer perspective and from the firm perspective, and its potential influence on the value created for the service customer. The authors have not found any papers which focus on the relationship between these different perspectives of customer value, and the aim is to fill this gap in the literature. Design/methodology/approach – The paper proposes that a relationship between the different perspectives exists and attempts to create an integrated vision of customer value. Findings – The proposed model shows that it is the relationship between customer value from the customer’s point of view and customer value from the firm’s point of view that really creates value. Practical implications – The paper can influence the current service management of firms with regard to customer value creation in several ways. Originality/value – From the existing literature, it is deduced that customer value can be seen as perceived value (the customer perspective) or as value creation and appropriation (the firm perspective). The paper proposes that these three types of value are equivalent in an important level and should always be interrelate

Value based performance reporting : a study of the information used by Australasian analysts in their assessment of long-term firm performance (value) : a thesis presented in partial fulfillment of the requirements for the degree of Master of Business Studies in Accounting, Massey University

Public company shareholders and potential investors rely on statutory and voluntary disclosures to enable an informed assessment of company performance and value. It is widely acknowledged that traditional historic accrual accounting measures do not offer a complete picture of firm performance, and that there is demand for an expanded set of performance indicators to service the needs of concerned stakeholders. The reliance on voluntary disclosure of company specific non-financial information is of particular concern to this thesis as the examination of existing literature displays evidence that such areas of performance are under-reported externally. With reference to a range of performance indicators that New Zealand and Australian Chartered Financial Analysts identify as relevant in their assessment of performance and value, this study identifies areas of performance that are under-reported by management and where information asymmetry is proposed to exist. The issue of under-reporting is assessed through gap analysis comparing the surveyed analysts ratings for the 'predictive value' (PV) measure of each performance item/indicator to the respective ratings for 'ease of acquisition' (EA). The study finds that analysts rely on a broad range of financial and non-financial information in their assessment of firm performance. More specifically the reporting of traditional financial information remains relevant and the extent of its provision is adequate, however the study finds that in many cases information not forming part of traditionally reported financial information has 'predictive value' relevance but is relatively more difficult to acquire. The thesis research findings therefore indicate that information reporting reliant on voluntary disclosure is at greater risk of being under-reported (externally). Such under-reporting has been found to be associated with non-financial information that relies on management identifying relevant company specific measures and subsequent voluntary disclosure. In an attempt to emphasise the importance of restoring the information balance between management and interested external parties (for performance assessment and valuation purposes), the thesis will include an exploration and discuss of literature on the benefits associated with full disclosure, along with potential means of identifying relevant measures for external reporting

Managing knowledge to create customer service value

Purpose – The purpose of this paper is to contribute to the services management literature by identifying a sequence of the different processes of knowledge management (KM) to create customer service value. Design/methodology/approach – The context for the research hypotheses is the Spanish banking industry. The authors conducted a study including 76 banks and 1,832 customers of these banks. This paper uses the partial least squares method to conduct the data analysis. Findings – The authors find support for all the hypotheses proposed in the model. The results show that service firms that are able to apply more knowledge or apply knowledge more effectively are likely to generate more benefits for their customers, and/or reduce their sacrifices, contributing significantly to a higher perception of service value. Research limitations/implications – The study focusses on one particular industry in a single point in time. A longitudinal analysis of a variety of service industries would enrich the study. Practical implications – It is argued that KM constitutes a key capability for service firms for the delivery of service value. According to the research, if service firms want to improve the application of knowledge, it is important to focus on knowledge retention while they create new knowledge. Originality/value – Although a considerable amount of research has been carried out in the fields of KM and customer value, there has been less research that has taken both into consideration simultaneously. This paper addresses this gap in the literatureMinisterio de Educación ECO2011-28 641-C02-0

Management of Rural Water Services in Nicaragua: A Systematic Network Approach to Evaluating Stakeholder Alignment

Water sector literature attributes a substantial cause of rural water system failure in developing countries to poor alignment between water service stakeholders. This study aimed to investigate a means for assessing stakeholder alignment by comparing the systemic interaction of stakeholder values, where the term ‘stakeholder values’ refers to aspects stakeholders believe are necessary to ensure rural water services are sustainable. The research held focus groups with key stakeholder groups involved in the management of rural water infrastructure in Terrabona, Nicaragua, to identify stakeholder values, and then used cross-impact analysis to evaluate how these values interacted to form stakeholder value networks (SVNs). Using normalized betweenness centrality measures, the structures of SVNs were compared to determine alignment. Results from this study showed high levels of stakeholder alignment on the topics of water resources and technology for the sustainability of rural water systems, while there was marked nonalignment regarding the involvement of local government and organizations in the management of water infrastructure. This study offers compelling evidence for future studies to assess stakeholder alignment by identifying and structurally analyzing SVNs

What are the fundamental features supporting service quality?

Purpose – There are many features that have been regarded as having a critical role in supporting service quality. The purpose of this article is to identify those features that are fundamental in supporting service quality. Methodology/Approach – A literature review was conducted covering TQM, internal marketing, and the service quality literature, especially the study of service quality gaps. All of these are concerned with the search for service excellence. Findings – From a comparative study of these three areas of the literature, it was found that there are seven common features: recruitment & selection, training, teamwork, empowerment, performance appraisals & reward, communication, and culture of the organisation. Each of them is argued to be critical for the management of service quality. Practical implications – Although there are other factors that can influence service quality, the identification of fundamental features provides managers and academics with a valuable framework with which to start in pursuit of service quality across a variety of service businesses. Originality/value of the paper – Although, management of service quality has been regarded as notoriously difficult due to the characteristics of services, by identifying fundamental features supporting service quality, this article provides focal points for the management of service quality

Cultural ecosystem services in protected areas: understanding bundles, trade-Offs, and synergies

The concept of ecosystem services (ES) provides a potentially useful tool for decision-making in natural area management. Provisioning and regulating ES often occur in "bundles" that are cohesive because of coprovisioning or codependence. We asked whether individual preferences for cultural benefits also define service bundles. Data from a large survey of visitor preferences (n = 3,131 respondents) from all 19 South African National Parks indicated five bundles of cultural ecosystem services: (1) "natural history," (2) "recreation," (3) "sense of place," (4) "safari experiences," and (5) "outdoor lifestyle." Tradeoffs and synergies between bundles of services depended on the ecosystem providing them and on alignment between demand for services and the supply of particular service bundles in specific ecosystems. Our results show that identifying demand for multiple services can both help us to understand why people visit and value protected areas, and better inform the management choices that influence service provision

What Drives the Choice of Third Party Logistics Provider?

It is generally believed that companies choose supply chain partners on the basis of their distinctive value propositions; a fact one would also expect holds true when companies choose a logistics service provider. However, faced with the complexities of varied customer demands, it can be difficult for logistics service companies to obtain an effective understanding of how customers differentially value the service components they offer. In this paper, we address this by identifying the factors that are important in a customer’s choice of a logistics service provider. Using stated choice methods we explore the relative importance of seven service attributes using a sample of 309 managers with a central role in purchasing logistics services across a range of industries and countries. The results reveal that three distinct decision models populate our data where the preferences for different logistics service attributes – such as price and delivery performance –vary greatly between customer groups represented by these models. Strategically, our findings provide the management of a third party logistics provider with a logical starting point from which to determine the goals that are set for their operations, particularly in choosing the customer segments to service

Training needs for women-owned SMEs in England

Originality/value – The study offers original primary research into the contributory growth factors for women-owned enterprises in a representative area of Britain, identifies key issues, maps survival and success factors, and assesses women entrepreneurs' training needs and preferences.Purpose – The purpose of this research is to investigate the needs and preferences for training among growth-oriented women-owned SMEs in the East of England. Design/methodology/approach – Quantitative data were collected through 108 on-line questionnaires, and the means analysed using SPSS. Qualitative data collected in response to open-ended questions were inductively analysed and interpreted. Findings – Only one fourth of respondents received growth-oriented training in the previous two years, with an average duration of 3-5 days per year. Programmes most in demand concerned innovation and opportunity recognition, business evaluation and growth considerations, developing strategic customers and customers care, customer relationship management, as well as selling, networking and negotiation skills. High demand for these programmes corresponds to others results identifying contributory factors to higher enterprise performance and growth: product/service quality, new product/service development, appropriate marketing, effective use of websites, selling skills and informal networking. Research limitations/implications – The scope of the project is limited to service sectors and sole proprietorships. Geographic scope is limited to the East of England. These limits nonetheless provide a reasonable base and rationale for the scope of the study. Practical implications – With a better understanding of the capacity building requirements of women entrepreneurs in growth businesses, appropriately designed training programmes can be developed to help women achieve higher levels of entrepreneurial success