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Unleashing the Power of Service Brands in the 1990s
Dobree, James; Page, Anthony S. - In: Management Decision 28 (1990) 6
Three principles are presented to help companies achieve sustainable, differentiated service in the 1990s. The “service brand” concept is introduced and the contrast made between a service brand and the conventional product brand. Practical methods to mobilise company‐wide support for the...
Persistent link: https://www.econbiz.de/10014933436
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Corporate culture of a clan organization
Chan, Andrew - In: Management Decision 35 (1997) 2, pp. 94-99
Uses a case study to illustrate DHL International’s corporate culture, which may be used as a benchmark for other companies in the service industry sector. Suggests that the business success factors of this organization lie in its adoption of the culture and structural characteristics of a...
Persistent link: https://www.econbiz.de/10014933801
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Differential pricing and segmentation on the Internet: the case of hotels
Yelkur, Rama; Nêveda DaCosta, Maria Manuela - In: Management Decision 39 (2001) 4, pp. 252-262
In the ever‐changing electronic environment of the twenty‐first century, price is one of the key strategic elements that is often overlooked by firms. The paper addresses differential pricing in business‐to‐consumer electronic commerce, in particular differential pricing for hotel...
Persistent link: https://www.econbiz.de/10014932222
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Strategic planning and design in the service sector
Larsen, Povl; Tonge, Richard; Lewis, Alan - In: Management Decision 45 (2007) 2, pp. 180-195
design in the service sector sponsored by the Chartered Institute of Management Accountants (CIMA) and supported by the …
Persistent link: https://www.econbiz.de/10014932736
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Knowledge management in knowledge‐intensive service networks
Evanschitzky, Heiner; Ahlert, Dieter; Blaich, Günther; … - In: Management Decision 45 (2007) 2, pp. 265-283
Purpose – The main purpose of this paper is to analyze knowledge management in service networks. It analyzes the … knowledge management process and identifies related challenges. The authors take a strategic management approach instead of a … are solved. Design/methodology/approach – The paper explores the literature on the topic of knowledge management as well …
Persistent link: https://www.econbiz.de/10014932741
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Effects of organizational and serviceperson orientation on customer loyalty
Colwell, Scott; Hogarth‐Scott, Sandra; Jiang, Depeng; … - In: Management Decision 47 (2009) 10, pp. 1489-1513
Purpose – Within the service industry, the serviceperson enhances customer loyalty by increasing customer benefits and decreasing customer costs, but is also embedded within and influenced by the organizational context. Thus, the influence of a serviceperson's orientation may differ or even...
Persistent link: https://www.econbiz.de/10014933005
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Strategy types of service firms: evidence from Greece
Salavou, Helen - In: Management Decision 48 (2010) 7, pp. 1033-1047
Purpose – The purpose of this study is to empirically examine different types of service firms, featuring strategy orientations and the performance of different emphases. Design/methodology/approach – To answer the questions the paper raises, data of 80 Greek firms of the services sector are...
Persistent link: https://www.econbiz.de/10014933074
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Social capital as a decision aid in strategic decision‐making in service organizations
Jansen, Rob J.G.; Curşeu, Petru L.; Vermeulen, Patrick A.M. - In: Management Decision 49 (2011) 5, pp. 734-747
Purpose – This paper aims to examine the role of social capital as a strategic decision aid in small and medium sized enterprises (SMEs) in different service sectors. Design/methodology/approach – Data on 434 strategic decisions in service SMEs was gathered through computer‐aided telephone...
Persistent link: https://www.econbiz.de/10014933155
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Consequences of empowerment among restaurant servers
Kim, BeomCheol (Peter); Losekoot, Erwin; Milne, Simon - In: Management Decision 51 (2013) 4, pp. 781-794
Purpose – This study seeks to investigate the impact of empowerment on both organizational citizenship behavior (OCB) and average check size per customer for individual restaurant servers in the United States. Design/methodology/approach – This empirical study was designed by using three...
Persistent link: https://www.econbiz.de/10014933361
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Customer Profiling: Getting into your Customer’s Shoes
Whittle, Susan; Foster, Morris - In: Management Decision 27 (1989) 6
The authors have constructed a model which breaks down customer contact in consuming a service into six steps: search, arrival, pre‐contact, contact, withdrawal, follow‐up. They argue that this “journey” should be mapped out by service organisations and the key points carefully managed.
Persistent link: https://www.econbiz.de/10014933389