Factor analysis and discriminant validity:a brief review of some practical issues

Growth in availability and ability of modern statistical software has resulted in greater numbers of research techniques being applied across the marketing discipline. However, with such advances come concerns that techniques may be misinterpreted by researchers. This issue is critical since misinterpretation could cause erroneous findings. This paper investigates some assumptions regarding: 1) the assessment of discriminant validity; and 2) what confirmatory factor analysis accomplishes. Examples that address these points are presented, and some procedural remedies are suggested based upon the literature. This paper is, therefore, primarily concerned with the development of measurement theory and practice. If advances in theory development are not based upon sound methodological practice, we as researchers could be basing our work upon shaky foundations

The service leadership scale:a substantive validity test

The authors report results from preliminary stages of the development and validation of a scale of service leadership. Firstly, items generated from qualitative interviews are discussed and the conceptual dimensions of the service leadership scale are formulated. Following this, results from the application of Anderson and Gerbing’s (1991) substantive validity test are examined and interpreted, giving indication of further scale development issues. Finally, conclusions and future research directions are presented

Service acculturation:a dyadic study of managerial and employee effects upon service firm performance

The majority of previous research into service quality and services marketing has concentrated upon the measurement of service quality outcomes, rather than the enhancement of the process by which service is delivered. In this study a conceptual model of the service acculturation process is proposed, modelling the input of service managers and employees in the delivery of service quality to customers. The conceptualisation is then empirically tested utilising a dyadic study of the New Zealand hotel industry. Results indicate that 1) a strong commitment to service is important for both managers and employees; and 2) that employees’ teamwork may have an adverse effect on perceived quality of customer service. Implications of the results and future research directions are subsequently discussed

GRO J1744-28, search for the counterpart: infrared photometry and spectroscopy

Using VLT/ISAAC, we detected 2 candidate counterparts to the bursting pulsar GRO J1744-28, one bright and one faint, within the X-ray error circles of XMM-Newton and Chandra. In determining the spectral types of the counterparts we applied 3 different extinction corrections; one for an all-sky value, one for a Galactic Bulge value and one for a local value. We find the local value, with an extinction law of alpha = 3.23 +- 0.01 is the only correction that results in colours and magnitudes for both bright and faint counterparts consistent with a small range of spectral types, and for the bright counterpart, consistent with the spectroscopic identification. Photometry of the faint candidate indicates it is a K7/M0 V star at a distance of 3.75 +- 1 kpc. This star would require a very low inclination angle (i < 9deg) to satisfy the mass function constraints; however it cannot be excluded as the counterpart without follow-up spectroscopy to detect emission signatures of accretion. Photometry and spectroscopy of the bright candidate indicate it is most likely a G/K III star. The spectrum does not show Br-gamma emission, a known indicator of accretion. The bright star's magnitudes are in agreement with the constraints placed on a probable counterpart by the calculations of Rappaport & Joss (1997) for an evolved star that has had its envelope stripped. The mass function indicates the counterpart should have M < 0.3 Msol for an inclination of i >= 15deg; a stripped giant, or a main sequence M3+ V star are consistent with this mass-function constraint. In both cases mass-transfer, if present, will be by wind-accretion as the counterpart will not fill its Roche lobe given the observed orbital period. The derived magnetic field of 2.4 x 10^{11} G will inhibit accretion by the propeller effect, hence its quiescent state.Comment: 12 pages, 6 figures, 4 table, MNRAS accepted Changes to the content and an increased analysis of the Galactic centre extinctio

Effects of retail employees' behaviours on customers' service evaluation

Purpose – The purpose of this paper is to test a conceptual model of the effects of customer and service orientation (SO) behaviours of individual retail employees on individual customers’ perceptions of service encounter quality (SEQ), service quality (SQ), value, satisfaction, and behavioural intentions (BI). Design/methodology/approach – The sample (n ¼ 271) was customers of a supermarket in central India, and they completed questionnaires following mall intercept. To test the hypotheses, structural equation modelling using LISREL 8.7 was employed. Findings – It was found that: service and customer orientation (CO) behaviours are positively related to SEQ and SQ; SEQ is positively related to SQ and customer satisfaction; SQ is positively related to value perceptions and customer satisfaction; and customer satisfaction is positively related to retail customers’ BI. However, value is not related to customer satisfaction. Research limitations/implications – More research is needed on customer perceptions of value in non-Western contexts and service evaluation frameworks in other cross-cultural contexts. Practical implications – Retail managers need to train or select retail personnel who are able to perform their roles in a service-oriented and customer-oriented way, and value does not appear to be as important to Indian retail customers as it is to Western retail customers. Originality/value – This paper extends current service evaluation frameworks by including SO and CO as antecedents, and it analyses an Indian retail context. Keywords India, Retailing, Customer satisfaction, Service levels, Employee behaviour

A model of service performance enhancement:the role of transactional and transformational leadership

This paper is concerned with the ways in which transactional and transformational leadership styles can improve the service performance of front-line staff. Past literature on services marketing has indicated the importance of leadership but has largely ignored the parallel literature in which leadership styles have been conceptualized and operationalized (e.g., sales management, organizational psychology). This paper seeks to build upon existing services marketing theory by introducing the role of leadership styles in enhancing service performance. Consequently, a conceptual framework of the effect of transactional and transformational leadership styles on service performance, anchored in a crossdisciplinary literature review, is developed. Managerial implications and future research directions are also discussed

A model of transactional and transformational leadership for services personnel

This paper is concerned with the effects that leadership styles (i.e., transactional and transformational) can have upon the level of front-line employees’ service delivery quality. Previous literature has mostly looked at leadership and its effects upon subordinates within a sales, psychology, or human resources context. However, due to the idiosyncrasies inherent in services (i.e., intangibility, heterogeneity, perishability, and inseparability), it is likely that, in such a context, different leadership styles will effect performance outcomes. Consequently, this paper seeks to expand the services marketing literature by developing a conceptual framework of leadership style effects adapted to the field of services marketing. Of particular importance are the effects that leadership styles have upon front-line employee “motivators” and service-related job outcomes. Specific hypotheses are developed and future research directions are also presented for consideration

Service encounter conceptualisation:employees' service behaviours and customers' service quality perceptions

The enhancement of service quality is an area of optimal managerial relevance that has, to date, received minimal attention in the literature. Because customers' service quality evaluations are based almost entirely upon the behaviours of frontline employees, organisations rely heavily upon these employees to improve overall service quality provision. However, much of the literature looking at service quality enhancement lacks detail when examining the impact of employee service-related behaviours on customers' service quality perceptions. As a result, this paper comprehensively conceptualises those front-line employee behaviours which are the most likely to enhance customers' service quality perceptions. This conceptualisation is grounded in an extensive review of the services marketing literature, pooling together previously disparate research strands. Formal hypotheses are presented. Implications and future research directions are also discussed