The antecedents and consequences of internal service quality

This paper discusses the importance of internal service quality (ISQ) in the service industry. A three-tiered conceptual model of ISQ is developed based on the literature review. The first tier of our proposed model is the determinant of ISQ. The second tier, which is the centre of the model, is ISQ. The third tier of the model is the consequences of ISQ; that is trust, employee turnover, and firm performance. It is argued that ISQ should be the focal point in the service industry. Conceptual model development, all relevant constructs, and seven research propositions are discussed consecutively

Exploring the causes of nurses' intent to leave the job : a Taiwanese perspective

The purpose of this study is to explore reasons behind Taiwanese nurses’ intention to leave their job. Employing a qualitative approach, we examined the views of eight Taiwanese nurses to determine factors that lead to their intention to leave. From our interview records, we identified that fulfilling employees’ needs, supervisor-subordinate relationship, co-worker interaction, and work atmosphere are the reasons that Taiwanese nurses believe to influence their intention to leave the job. Based on our findings, we recommend healthcare administrators to provide the right services to their nursing staff in order to minimise nurses’ intention to leave. We also suggest top management to strengthen collegiality among staff members

Service quality in a higher education context : an integrated model

Purpose – The aim of this study is to develop and empirically test an integrated model incorporating the antecedents and consequences of service quality in a higher education context. Design/methodology/approach – This research employed both qualitative and quantitative research methods. The data from three focus groups, conducted at the Central Queensland University (CQU), Rockhampton, Australia, generated key themes and their interrelationships. The theoretical model was then tested using structural equation modelling technique on a sample of 528 university students. Findings – The findings show that information (marketing communications) is more statistically significant than past experience as the antecedents of service quality. The consequences of service quality are composed of trust, satisfaction, and image. Overall, the results suggest a good validity of the theoretical model and the key paths in the model are found statistically significant, except past experience affecting service quality. Originality/value – The model provides a good explanation of a university brand image, and perceived service quality was found playing an important role in this model. Universities intending to enhance their image are encouraged to consider focusing their efforts on marketing communication information, service quality, student satisfaction and trust

Environmental business scanning literature : past, present and future research agenda

The purpose of this paper is to make research propositions that can potentially fill the research gaps in the literature of scanning by businesses about the broader condition that may affect them (environmental scanning) environmental scanning. Major databases such as ABI/INFORM, Elsevier’s science direct, and Emerald have been searched. Most of studies were included from published sources. The literature on environmental scanning is reviewed with an aim to identifying the patterns of the extant literature as well as research gaps. Based on the literature review, five propositions are suggested. These propositions are concerned with the antecedents of the environmental scanning behavior and the measurement of firm performance. The contributions of this paper are the identification of the evolution of the environmental scanning literature, research gaps, and the establishment of propositions that future research may further the knowledge of environmental scanning

Determinants of SME brand adaptation in global marketing

Previous studies have focused on the degree of standardization or adaptation and to a lesser extent on the determinants of adaptation. This paper advances the literature in four respects. Firstly, we are able to evaluate the relative importance of internal (commitment; experience) versus external (culture, economic) determinants of adaptation. Secondly, we have examined several firm size categories, so we can evaluate how the relative roles of internal and external factors vary by firm size. Thirdly, rather than treat adaptation as one of adjusting one or more of the four-Ps, we use a more holistic concept of adaptation, namely brand adaptation, and which subsumes marketing mix adaptation. A scale has been developed to capture this holistic concept. Fourthly, we have developed a new culture scale, one based on the perceptions of SME businesses, using domestic operations as a benchmark

Antecedents and consequences of service quality in a higher education context : a qualitative research approach

Purpose – The paper explored the perception of students in regard to critical antecedents, dimensions and consequences of service quality with an aim to develop a theoretical model in the context of a university in Australia. Design/methodology/approach – This research used focus group discussions with nineteen students studying in the undergraduate and postgraduate level programs at the Central Queensland University (CQUniversity), Rockhampton, Australia. Findings – The findings show that the critical antecedents to perceived service quality are information and past experience. There are three aspects of perceived service quality, namely, academic, administrative and facilities. Student satisfaction and student trust are found to have direct and positive relationships with perceived service quality as consequences; and brand performance and behavioural intention are found to have indirect relationships with perceived service quality mediated through satisfaction and trust. Originality/value – This research develops an integrated model of service quality in the context of a university

Performance-based service quality model : an empirical study on Japanese universities

Purpose – This paper aims to develop and empirically test the performance-based higher education service quality model. Design/methodology/approach – The study develops 67-item instrument for measuring performance-based service quality with a particular focus on the higher education sector. Scale reliability is confirmed using the Cronbach’s alpha. The principle component analysis followed by a Varimax method is used to extract the factor loadings. Findings – The results are satisfactory in terms of factor analysis, reliability and validity tests. Based on the overall loaded items, the eight dimensions are named. They are dependability, effectiveness, capability, efficiency, competencies, assurance, unusual situation management, and semester and syllabus. Research limitations/implications – Although the empirical results are significant, a comparative study can identify relative strengths of this model. Practical implications – This study underlines some critical dimensions and related attributes on which the higher institutions should concentrate their efforts to improve quality. Originality/value – This study is worth doing because it takes samples from international students studying at Japanese universities. This study also attempts to develop a comprehensive approach for scale development in measuring service quality for higher education institutes

Foreign market entry mode choice of Australian firms

The purpose of this study is to explore why firms choose an exportmode over a non-export mode. Based on the institutional and research and capability perspectives, a theoretical model incorporating brand orientation, commitment, experience, industry group and foreign market competition intensity was empirically tested. A mail-out survey obtained responses from more than 300 internationally active Australian firms. Statistically significant results were found with three variables. Industry competition intensity effect and service industry encouraged the choice of an export mode. A strong brand orientation encouraged a non-export mode, such as direct foreign investment

Service quality in a higher education context : antecedents and dimensions

The aim of this paper is to examine the perceptions of students with regard to antecedents and dimensions of service quality in a higher education context. The study employed both qualitative and quantitative research methods. The findings show that information and past experience are significant determinants to form and evaluate service quality in a higher education context, and that service quality is a second order construct. The core dimensions of service quality are academic service quality, administrative service quality and facilities service quality in the context of Central Queensland University (CQUni)

Closing the marketing strategy to performance gap : the role of brand orientation

Recently there has much interest in the role of marketing contributing to firm performance. However, in practice, because of implementation difficulties intended strategy often falls short of optimum performance. The purpose of this paper is to report a recent empirical study that can close the gap between marketing strategy and performance. We empirically investigate whether brand orientation can partly close the strategy–performance gap. Empirical evidence was collected from a sample of 403 Australian firms. Marketing strategy and innovation level were found to influence significantly brand performance. In turn, brand orientation moderated the path from marketing strategy to brand performance. The results suggest that brand orientation, marketing strategy and innovation can influence brand performance and it is brand orientation that offers extra benefits in terms of partly closing the strategy–performance gap