An IMP interaction approach to modelling business-to-business professional service quality: the case of Hong Kong consulting engineering service

In the domain of services marketing, the most researched area is in service quality. Since the pioneering stage of service quality research in the early 1980s, most of the studies have been conducted in the context of consumer services and consumer professional services. The purpose of this study is to bridge the gap in the existing literature to measure service quality of a particular business-to-business professional service industry (i.e., Hong Kong consulting engineering industry). In this study, three objectives are to be achieved. The first is to compare the relative superiority between two service quality measurement approaches: gap-based (perception-minus-expectation) approach and perception-only approach. The second is to confirm the direction of relationship between service quality and service satisfaction. The last is to assess the feasibility of synthesising the BU (International/Industrial Marketing and Purchasing Group) interaction model with the existing service quality models in conceptualising business-to-business professional service quality. The hybrid service quality model consists of: (1) transactional quality which is formed through various resource exchanges, (2) relational quality which is established by cooperation and commitment to adaptation, (3) overall atmosphere surrounding the transacting parties, (4) service quality, (5) service satisfaction, and (6) behavioural intention. Having synthesised the results of literature review (i. e., service quality, professional service quality, MP works, relationship quality) and exploratory interviews with the industry participants, seven hypotheses are proposed and tested in the context of Hong Kong consulting engineering service. H1 predicts that there is a positive relationship between transactional quality and service quality. H2 predicts that the impact of transactional quality on service quality is mediated by the overall atmosphere. Similar to H1 and H2, H3 predicts a positive relationship between relational quality and service quality whilst H4 predicts that the impact of relational quality on service quality is mediated by the overall atmosphere. H5 predicts that there is a positive relationship between transactional quality and relational quality. H6 concerns (a) a positive relationship between service quality and service satisfaction and (b) a positive relationship between service quality and behavioural intention. The last hypothesis predicts a positive relationship between service satisfaction and behavioural intention. Based on the results of structural equation modelling on survey data, the gap-based measurement approach is found to outperform the perception-only measurement approach in terms of relative model fits. The applicability of the gap-based measurement approach is considered to be context specific whether it is for organisation-based or consumer-based service. A high degree of unexplained variance in the construct of atmosphere suggests that additional factors which may influence overall atmosphere have not been accounted for in the model. For example, macro-environmental factors suggested in the IMP interaction model may influence or moderate the overall working relationship. In relation to the afore-mentioned hypotheses, four of them are supported, including H4, H5, H6a and 6b, and H7. Directions for future studies are then discussed, including (a) to generalise the findings to the other business-to-business professional service industries, (b) to explore other dimensions of relational quality; (c) to investigate the temporal impact on model variables, (d) to explore other gap-based measurement -approaches (e. g., direct measurement using "worse/better than expected" wording), and (e) to synthesise business-to-business professional service quality model with the concept of buying centre under different buying situations

An IMP interaction approach to modelling business-to-business professional service quality: the case of Hong Kong consulting engineering service

In the domain of services marketing, the most researched area is in service quality. Since the pioneering stage of service quality research in the early 1980s, most of the studies have been conducted in the context of consumer services and consumer professional services. The purpose of this study is to bridge the gap in the existing literature to measure service quality of a particular business-to-business professional service industry (i.e., Hong Kong consulting engineering industry). In this study, three objectives are to be achieved. The first is to compare the relative superiority between two service quality measurement approaches: gap-based (perception-minus-expectation) approach and perception-only approach. The second is to confirm the direction of relationship between service quality and service satisfaction. The last is to assess the feasibility of synthesising the BU (International/Industrial Marketing and Purchasing Group) interaction model with the existing service quality models in conceptualising business-to-business professional service quality. The hybrid service quality model consists of: (1) transactional quality which is formed through various resource exchanges, (2) relational quality which is established by cooperation and commitment to adaptation, (3) overall atmosphere surrounding the transacting parties, (4) service quality, (5) service satisfaction, and (6) behavioural intention. Having synthesised the results of literature review (i. e., service quality, professional service quality, MP works, relationship quality) and exploratory interviews with the industry participants, seven hypotheses are proposed and tested in the context of Hong Kong consulting engineering service. H1 predicts that there is a positive relationship between transactional quality and service quality. H2 predicts that the impact of transactional quality on service quality is mediated by the overall atmosphere. Similar to H1 and H2, H3 predicts a positive relationship between relational quality and service quality whilst H4 predicts that the impact of relational quality on service quality is mediated by the overall atmosphere. H5 predicts that there is a positive relationship between transactional quality and relational quality. H6 concerns (a) a positive relationship between service quality and service satisfaction and (b) a positive relationship between service quality and behavioural intention. The last hypothesis predicts a positive relationship between service satisfaction and behavioural intention. Based on the results of structural equation modelling on survey data, the gap-based measurement approach is found to outperform the perception-only measurement approach in terms of relative model fits. The applicability of the gap-based measurement approach is considered to be context specific whether it is for organisation-based or consumer-based service. A high degree of unexplained variance in the construct of atmosphere suggests that additional factors which may influence overall atmosphere have not been accounted for in the model. For example, macro-environmental factors suggested in the IMP interaction model may influence or moderate the overall working relationship. In relation to the afore-mentioned hypotheses, four of them are supported, including H4, H5, H6a and 6b, and H7. Directions for future studies are then discussed, including (a) to generalise the findings to the other business-to-business professional service industries, (b) to explore other dimensions of relational quality; (c) to investigate the temporal impact on model variables, (d) to explore other gap-based measurement -approaches (e. g., direct measurement using "worse/better than expected" wording), and (e) to synthesise business-to-business professional service quality model with the concept of buying centre under different buying situations

The Anti-Inflammatory and Antibacterial Action of Nanocrystalline Silver and Manuka Honey on the Molecular Alternation of Diabetic Foot Ulcer: A Comprehensive Literature Review

Honey and silver have been used since ancient times for treating wounds. Their widespread clinical application has attracted attention in light of the increasing prevalence of antibiotic-resistant bacteria. While there have been a number of studies exploring the anti-inflammatory and antibacterial effects of manuka honey and nanocrystalline silver, their advantages and limitations with regard to the treatment of chronic wounds remain a subject of debate. The aim of this paper is to examine the evidence on the use of nanocrystalline silver and manuka honey for treating diabetic foot ulcers through a critical and comprehensive review of in vitro studies, animal studies, and in vivo studies. The findings from the in vitro and animal studies suggest that both agents have effective antibacterial actions. Their anti-inflammatory action and related impact on wound healing are unclear. Besides, there is no evidence to suggest that any topical agent is more effective for use in treating diabetic foot ulcer. Overall, high-quality, clinical human studies supported by findings from the molecular science on the use of manuka honey or nanocrystalline silver are lacking. There is a need for rigorously designed human clinical studies on the subject to fill this knowledge gap and guide clinical practice

A Rapid, Simple, Inexpensive, and Mobile Colorimetric Assay COVID-19-LAMP for Mass On-Site Screening of COVID-19

To control the COVID-19 pandemic and prevent its resurgence in areas preparing for a return of economic activities, a method for a rapid, simple, and inexpensive point-of-care diagnosis and mass screening is urgently needed. We developed and evaluated a one-step colorimetric reverse-transcriptional loop-mediated isothermal amplification assay (COVID-19-LAMP) for detection of SARS-CoV-2, using SARS-CoV-2 isolate and respiratory samples from patients with COVID-19 (n = 223) and other respiratory virus infections (n = 143). The assay involves simple equipment and techniques and low cost, without the need for expensive qPCR machines, and the result, indicated by color change, is easily interpreted by naked eyes. COVID-19-LAMP can detect SARS-CoV-2 RNA with detection limit of 42 copies/reaction. Of 223 respiratory samples positive for SARS-CoV-2 by qRT-PCR, 212 and 219 were positive by COVID-19-LAMP at 60 and 90 min (sensitivities of 95.07% and 98.21%) respectively, with the highest sensitivities among nasopharyngeal swabs (96.88% and 98.96%), compared to sputum/deep throat saliva samples (94.03% and 97.02%), and throat swab samples (93.33% and 98.33%). None of the 143 samples with other respiratory viruses were positive by COVID-19-LAMP, showing 100% specificity. Samples with higher viral load showed shorter detection time, some as early as 30 min. This inexpensive, highly sensitive and specific COVID-19-LAMP assay can be useful for rapid deployment as mobile diagnostic units to resource-limiting areas for point-of-care diagnosis, and for unlimited high-throughput mass screening at borders to reduce cross-regional transmission