Suchergebnisse

Government service providers now play a growing important role in the general economy of some countries. The purpose of this study is to determine the operational service quality in United Arab Emirates (UAE) government. Fundamentally, there is a need to identify the issues of impact of government operational service quality towards service quality in the UAE. The most popular model used among general instruments for evaluation of service quality is SERVQUAL, which is being the most effective and mostly used model in service quality evaluation. Service quality is a sort of dimensions that reflects several things, such as reliability, responsiveness, assurance, empathy, tangible etc. In order to understand the research phenomenon of the operational service quality in UAE government service, this research basically emphasizes on the precedent literatures. Since this is a conceptual paper, this study establishes the need the operational service quality in UAE government service by empirically and theoretically. In depth findings show that, effective measurement of service quality and excellence for various dimensions of Government service could be very useful in the segmentation of customers and the allocation of resources. Government sectors could focus on different customer needs and the service quality dimensions, which are crucial in achieving operational service quality.

This paper explores how operational models and compensation methods are associated with bus drivers' incentives and consequently bus service quality and safety in Bangkok. We cross-analyze data on bus drivers' compensation collected from a structured interview survey with data on passenger complaints and bus accidents compiled from governmental databases. Recognizing that the official statistics on bus accidents in Bangkok are undercounted, as the government includes only accidents with severe damages and injuries, we use passenger complaints as the proxy for safety levels. We find that private joint-service operators provide their drivers with far less compensation and benefits than the state-owned operator. The private operators also tie drivers' compensation and benefit levels to the numbers of working hours and trips, especially on routes where private operators can compete freely. These compensation methods incentivize drivers to work long hours beyond what is permitted by law, inducing fatigue and potential accidents. The key policy implication is that the bus policy aiming to improve service quality and safety should improve drivers' compensation and working conditions.

PurposeThis study aims to empirically examine whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e‐service design attributes. It focuses on a key operational e‐service design attribute – service quality – by investigating whether customers with different profiles (demographics, pattern of use of the service, and pattern of channel use) attach different levels of importance to different dimensions of web site quality.Design/methodology/approachThe study is based on path analysis of data collected from multiple sources in a commercial e‐service setting (e‐banking): data from an online survey of the customers of the e‐service; data stored in the transaction and log files generated by the operation of the e‐service over time; and data from the e‐service provider's customer database and back office IT systems.FindingsThe results suggest that: customer demographics, pattern of service use, and pattern of channel use have no influence on the importance attached by customers to web site quality dimensions; and customer demographics affect the pattern of use of an e‐service.Research limitations/implicationsFuture research should examine this question in other types of e‐services and should examine other types of profile variables.Practical implicationsService providers may not need to employ customization at the level of web site quality dimensions. The findings support the existence of the concept of an "optimal" web site design for quality.Originality/valueThe paper answers calls for an increased understanding of the design of high quality e‐services and for multidisciplinary research in the field of services management, in particular, incorporating operations management perspectives.

Purpose
This paper introduces the term "omni-channel capability" and tests its validity. The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on omni-channel capability.


Design/methodology/approach
An online survey was used to evaluate the new concept of "omni-channel capability" and LSQ from the consumer's perception. A two split sample technique was used to validate omni-channel capability and test the impact of LSQ on it through structural equation modeling. Factor analysis and structural equation modeling were performed to introduce, test and validate omni-channel capability, and test the study's hypotheses. Consumers who had previously shopped from both the online and physical stores of a particular retailer completed a self-administered survey.


Findings
The findings supported the use of the term "omni-channel capability," which has three elements: channel consistency, cross-channel and social media. The results also revealed the positive impact of operational LSQ on omni-channel capability.


Practical implications
Taking consumer perceptions as a reference point, this study reveals major issues that retailers should focus on while pursuing an omni-channel strategy. The findings also highlight the need for retailers to ensure operational LSQ to implement an omni-channel management strategy.


Originality/value
To improve on the limited theoretical understanding and empirical grounding of omni-channel management, this study described the three elements of omni-channel capability. The impact of operational LSQ on omni-channel capability gives empirical support for the theorized hierarchy of dynamic capabilities (zero- and first-order capabilities).

The purpose of this chapter is to discuss the concept and application of business management services, especially healthcare services. This chapter also features an important issue in healthcare management, balancing conceptual and applied operational services and marketing in healthcare management. The text is organized in four parts. The emphasis is essential uniqueness of healthcare service management. The first part contains an introduction to healthcare covering a wide range of healthcare settings, such as clinics, hospitals, beauty treatments, fitness centers and so on. The second part contains the design of the quality of primary and secondary level healthcare services, measurement, strategies and impacts. The third part contains a healthcare customer satisfaction guarantee, experience, expectations and performance, including dissatisfaction, switching healthcare provider, trust, commitment and patient loyalty. The fourth part contains changes in healthcare business, government policies, information technology, access to health care, and state and private health insurances in Indonesia.

SUMMARYAvailable national guidelines for disinfection practice, and for the examination of bacteriological quality, are reviewed, together with the legislative requirements of the EC 'Drinking Water'Directive. Problems of impracticability, vagueness, and ambiguity are identified.Experience of the maintenance of bacteriological quality in large, lowland, surface water and ground‐water supply areas is given with reference to the behaviour of disinfectant residuals, trihalomethanes, nitrite, and aesthetic parameters. The way forward in terms of the management of distribution systems and water treatment is discussed.

PurposeThe purpose of this paper is to examine the link between service specialization and operational performance in hospitals. Existing literature has mostly been concerned with the performance effects of operational focus, which can be seen as an extreme form of specialization. It is not clear, however, whether an effect similar to the focus effect can be observed also in cases where specialization takes on less extreme forms. The authors analyze this effect up to and above the effects of volume, learning and patient selection.Design/methodology/approachOrdinary least squares (OLS) and two‐stage regression models were used to analyze patient data from 142 Austrian hospitals over the 2002‐2006 period. The sample contains 322,193 patient groups (841,687 patient group‐year observations).FindingsThe authors find that increased specialization in a service leads to a more efficient provision of this service in terms of shorter length of stay. The analysis shows that this effect holds even after controlling for volume, learning, and patient selection effects. The authors suggest that the pure specialization effect is due to the increased administrative and medical attention that is given to a service when the relative importance of that service increases.Practical implicationsThe paper's results indicate hospital managers should pay attention to the impact of specialization when making service‐mix decisions. If two services have the same or a similar level of operational performance, then this does not mean that hospital managers should be indifferent as to the relative volume of these services.Originality/valueThe paper provides additional insights into the impact of service‐level specialization not examined in prior literature.