Understanding Drivers Of Self Service Technologies Ssts Satisfaction And Marketing Bottom Lines

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The Adoption of Self-Service Technologies

Author : Claudia Jasmand
Publisher : GRIN Verlag
ISBN 13 : 3638722406
Total Pages : 152 pages
Book Rating : 4.6/5 (387 download)

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Book Synopsis The Adoption of Self-Service Technologies by : Claudia Jasmand

Download or read book The Adoption of Self-Service Technologies written by Claudia Jasmand and published by GRIN Verlag. This book was released on 2007-06-06 with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2006 in the subject Business economics - Offline Marketing and Online Marketing, grade: 9, Maastricht University, language: English, abstract: The combination of today’s ever increasing competition in the marketplace and rapid technology development change the way how services are designed, produced, and experienced. One of the outcomes of this changing nature of services is the proliferation of self-service technologies, which reflect a new way how companies seek to efficiently serve their customers. However, not all self-service technologies are successfully adopted, and not all consumers engage in the technology-based self-service economy. So, what drives consumers to provide services by themselves without service employee involvement? This master thesis aims at gaining further insight into the factors being critical to the consumers’ adoption of self-service technologies. In particular, this research focuses on the role of consumer readiness consisting of role clarity, motivation, and ability, and the moderating effects of consumers’ trust and experiences related to the service provider and the self-service technology on the consumers’ voluntary decision to use airlines’ self-check-in op-tions. In addition, a potential self-service technology interface dependence of the adoption factors’ influence is examined by means of a scenario-based approach. The corresponding empirical study makes use of a web-based survey facing the 239 respondents with the choice between the counter check-in and either a kiosk or Internet check-in option. The results confirm the critical role of motivation and role clarity, but question the raison-d’être of the dimension ability. The findings also provide evidence for trust and experiences having moderating effects on the relationship between consumer readiness and self-service technology use. A potential self-service technology interface dependence of the factors is suggested by the results; however, the alternative explanation that the sample’s Internet-experience is responsible for the identified dependence can not be ruled out. This master thesis contributes to a deeper understanding of critical factors influencing the adoption of self-service technologies, and underlines the importance of integrating all three aspects relevant to SST adoption – the consumer, self-service technology, and service provider.

Handbook of Services Marketing and Management

Author : Teresa Swartz
Publisher : SAGE
ISBN 13 : 9780761916123
Total Pages : 538 pages
Book Rating : 4.9/5 (161 download)

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Book Synopsis Handbook of Services Marketing and Management by : Teresa Swartz

Download or read book Handbook of Services Marketing and Management written by Teresa Swartz and published by SAGE. This book was released on 2000 with total page 538 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.'

Advances in Services Marketing and Management

Author :
Publisher :
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.:/5 (388 download)

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Book Synopsis Advances in Services Marketing and Management by :

Download or read book Advances in Services Marketing and Management written by and published by . This book was released on 1992 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Service Profit Chain

Author : W. Earl Sasser
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 343 pages
Book Rating : 4.4/5 (391 download)

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Book Synopsis Service Profit Chain by : W. Earl Sasser

Download or read book Service Profit Chain written by W. Earl Sasser and published by Simon and Schuster. This book was released on 1997-04-10 with total page 343 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Human Sigma

Author : Jim Asplund
Publisher : Simon and Schuster
ISBN 13 : 1595620451
Total Pages : 320 pages
Book Rating : 4.5/5 (956 download)

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Book Synopsis Human Sigma by : Jim Asplund

Download or read book Human Sigma written by Jim Asplund and published by Simon and Schuster. This book was released on 2007-10-28 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it. Human Sigma is based on five rules to bring excellence to how employees engage and interact with customers: RULE #1: E Pluribus Unum. Employee and customer experiences must be managed together — not as separate entities. RULE #2: Feelings Are Facts. Emotions drive and shape the employee-customer encounter. RULE #3: Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level. RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric. RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed. Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever.

Customer Loyalty and Brand Management

Author : María Jesús Yagüe Guillén
Publisher : MDPI
ISBN 13 : 3039213350
Total Pages : 122 pages
Book Rating : 4.0/5 (392 download)

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Book Synopsis Customer Loyalty and Brand Management by : María Jesús Yagüe Guillén

Download or read book Customer Loyalty and Brand Management written by María Jesús Yagüe Guillén and published by MDPI. This book was released on 2019-09-23 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt: Loyalty is one of the main assets of a brand. In today’s markets, achieving and maintaining loyal customers has become an increasingly complex challenge for brands due to the widespread acceptance and adoption of diverse technologies by which customers communicate with brands. Customers use different channels (physical, web, apps, social media) to seek information about a brand, communicate with it, chat about the brand and purchase its products. Firms are thus continuously changing and adapting their processes to provide customers with agile communication channels and coherent, integrated brand experiences through the different channels in which customers are present. In this context, understanding how brand management can improve value co-creation and multichannel experience—among other issues—and contribute to improving a brand’s portfolio of loyal customers constitutes an area of special interest for academics and marketing professionals. This Special Issue explores new areas of customer loyalty and brand management, providing new insights into the field. Both concepts have evolved over the last decade to encompass such concepts and practices as brand image, experiences, multichannel context, multimedia platforms and value co-creation, as well as relational variables such as trust, engagement and identification (among others).

Brand Relevance

Author : David A. Aaker
Publisher : John Wiley & Sons
ISBN 13 : 0470613580
Total Pages : 400 pages
Book Rating : 4.4/5 (76 download)

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Book Synopsis Brand Relevance by : David A. Aaker

Download or read book Brand Relevance written by David A. Aaker and published by John Wiley & Sons. This book was released on 2011-01-25 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: Branding guru Aaker shows how to eliminate the competition and become the lead brand in your market This ground-breaking book defines the concept of brand relevance using dozens of case studies-Prius, Whole Foods, Westin, iPad and more-and explains how brand relevance drives market dynamics, which generates opportunities for your brand and threats for the competition. Aaker reveals how these companies have made other brands in their categories irrelevant. Key points: When managing a new category of product, treat it as if it were a brand; By failing to produce what customers want or losing momentum and visibility, your brand becomes irrelevant; and create barriers to competitors by supporting innovation at every level of the organization. Using dozens of case studies, shows how to create or dominate new categories or subcategories, making competitors irrelevant Shows how to manage the new category or subcategory as if it were a brand and how to create barriers to competitors Describes the threat of becoming irrelevant by failing to make what customer are buying or losing energy David Aaker, the author of four brand books, has been called the father of branding This book offers insight for creating and/or owning a new business arena. Instead of being the best, the goal is to be the only brand around-making competitors irrelevant.

Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality

Author : Stanislav Ivanov
Publisher : Emerald Group Publishing
ISBN 13 : 1787566897
Total Pages : 331 pages
Book Rating : 4.7/5 (875 download)

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Book Synopsis Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality by : Stanislav Ivanov

Download or read book Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality written by Stanislav Ivanov and published by Emerald Group Publishing. This book was released on 2019-10-14 with total page 331 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using a combination of theoretical discussion and real-world case studies, this book focuses on current and future use of RAISA technologies in the tourism economy, including examples from the hotel, restaurant, travel agency, museum, and events industries.

Successful Technological Integration for Competitive Advantage in Retail Settings

Author : Pantano, Eleonora
Publisher : IGI Global
ISBN 13 : 1466682981
Total Pages : 429 pages
Book Rating : 4.4/5 (666 download)

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Book Synopsis Successful Technological Integration for Competitive Advantage in Retail Settings by : Pantano, Eleonora

Download or read book Successful Technological Integration for Competitive Advantage in Retail Settings written by Pantano, Eleonora and published by IGI Global. This book was released on 2015-04-30 with total page 429 pages. Available in PDF, EPUB and Kindle. Book excerpt: The advent of new technologies has been an impetus for rapid development in several industries, including the area of retail services. These recent advances push industry leaders to infuse new innovations into their various systems and processes. Successful Technological Integration for Competitive Advantage in Retail Settings examines the various effects of changing markets and subsequently how these changes cause retailers to meet consumer demand by integrating more sophisticated, advanced innovations in their daily practices. Focusing on corporate strategies, innovation management, and relevant case studies, this book is a pivotal reference source for researchers, practitioners, and developers interested in recent innovation trends within the retailing industry.

Managing in the Marketspace

Author : Jeffrey F. Rayport
Publisher :
ISBN 13 : 9780000946089
Total Pages : 10 pages
Book Rating : 4.9/5 (46 download)

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Book Synopsis Managing in the Marketspace by : Jeffrey F. Rayport

Download or read book Managing in the Marketspace written by Jeffrey F. Rayport and published by . This book was released on 1994 with total page 10 pages. Available in PDF, EPUB and Kindle. Book excerpt: The core of business activity - the process of creating and extracting value - is increasingly shifting from the traditional realm of the physically defined or reality-based, marketplaces to another quite different realm. It is different because it is defined by information. We call it the "marketspace."

New-Product Diffusion Models

Author : Vijay Mahajan
Publisher : Springer Science & Business Media
ISBN 13 : 9780792377511
Total Pages : 376 pages
Book Rating : 4.3/5 (775 download)

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Book Synopsis New-Product Diffusion Models by : Vijay Mahajan

Download or read book New-Product Diffusion Models written by Vijay Mahajan and published by Springer Science & Business Media. This book was released on 2000-09-30 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: Product sales, especially for new products, are influenced by many factors. These factors are both internal and external to the selling organization, and are both controllable and uncontrollable. Due to the enormous complexity of such factors, it is not surprising that product failure rates are relatively high. Indeed, new product failure rates have variously been reported as between 40 and 90 percent. Despite this multitude of factors, marketing researchers have not been deterred from developing and designing techniques to predict or explain the levels of new product sales over time. The proliferation of the internet, the necessity or developing a road map to plan the launch and exit times of various generations of a product, and the shortening of product life cycles are challenging firms to investigate market penetration, or innovation diffusion, models. These models not only provide information on new product sales over time but also provide insight on the speed with which a new product is being accepted by various buying groups, such as those identified as innovators, early adopters, early majority, late majority, and laggards. New Product Diffusion Models aims to distill, synthesize, and integrate the best thinking that is currently available on the theory and practice of new product diffusion models. This state-of-the-art assessment includes contributions by individuals who have been at the forefront of developing and applying these models in industry. The book's twelve chapters are written by a combined total of thirty-two experts who together represent twenty-five different universities and other organizations in Australia, Europe, Hong Kong, Israel, and the United States. The book will be useful for researchers and students in marketing and technological forecasting, as well as those in other allied disciplines who study relevant aspects of innovation diffusion. Practitioners in high-tech and consumer durable industries should also gain new insights from New Product Diffusion Models. The book is divided into five parts: I. Overview; II. Strategic, Global, and Digital Environments for Diffusion Analysis; III. Diffusion Models; IV. Estimation and V. Applications and Software. The final section includes a PC-based software program developed by Gary L. Lilien and Arvind Rangaswamy (1998) to implement the Bass diffusion model. A case on high-definition television is included to illustrate the various features of the software. A free, 15-day trial access period for the updated software can be downloaded from http://www.mktgeng.com/diffusionbook. Among the book's many highlights are chapters addressing the implications posed by the internet, globalization, and production policies upon diffusion of new products and technologies in the population.

Applied Marketing

Author : Rochelle Grayson
Publisher : John Wiley & Sons
ISBN 13 : 1119713269
Total Pages : 386 pages
Book Rating : 4.1/5 (197 download)

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Book Synopsis Applied Marketing by : Rochelle Grayson

Download or read book Applied Marketing written by Rochelle Grayson and published by John Wiley & Sons. This book was released on 2021-06-21 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tomorrow's professionals need a practical, customer-centric understanding of marketing's role in business and critical thinking skills to help their organizations succeed. Applied Marketing, 1st Canadian Edition helps students learn practical, modern marketing concepts appropriate for the principles of marketing course by applying them to the latest business scenarios of relatable brands like This Bar Saves Lives and GoPro. This comprehensive yet concise text is co-authored by Professors Rochelle Grayson and Daniel Padgett and practitioner Andrew Loos, and blends current academic theory with an agency-owner perspective to help students get an insider's look at how top businesses operate. With many Canadian specific examples created specifically for this course, students can relate concepts learned in the classroom to marketing topics and events taking place in their backyard.

Assuring the Quality of Health Care in the European Union

Author : Helena Legido-Quigley
Publisher : World Health Organization
ISBN 13 : 9289071931
Total Pages : 242 pages
Book Rating : 4.2/5 (89 download)

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Book Synopsis Assuring the Quality of Health Care in the European Union by : Helena Legido-Quigley

Download or read book Assuring the Quality of Health Care in the European Union written by Helena Legido-Quigley and published by World Health Organization. This book was released on 2008 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: People have always travelled within Europe for work and leisure, although never before with the current intensity. Now, however, they are travelling for many other reasons, including the quest for key services such as health care. Whatever the reason for travelling, one question they ask is "If I fall ill, will the health care I receive be of a high standard?" This book examines, for the first time, the systems that have been put in place in all of the European Union's 27 Member States. The picture it paints is mixed. Some have well developed systems, setting standards based on the best available evidence, monitoring the care provided, and taking action where it falls short. Others need to overcome significant obstacles.

Logistics 4.0

Author : Turan Paksoy
Publisher : CRC Press
ISBN 13 : 1000245101
Total Pages : 369 pages
Book Rating : 4.0/5 (2 download)

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Book Synopsis Logistics 4.0 by : Turan Paksoy

Download or read book Logistics 4.0 written by Turan Paksoy and published by CRC Press. This book was released on 2020-12-17 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: Industrial revolutions have impacted both, manufacturing and service. From the steam engine to digital automated production, the industrial revolutions have conduced significant changes in operations and supply chain management (SCM) processes. Swift changes in manufacturing and service systems have led to phenomenal improvements in productivity. The fast-paced environment brings new challenges and opportunities for the companies that are associated with the adaptation to the new concepts such as Internet of Things (IoT) and Cyber Physical Systems, artificial intelligence (AI), robotics, cyber security, data analytics, block chain and cloud technology. These emerging technologies facilitated and expedited the birth of Logistics 4.0. Industrial Revolution 4.0 initiatives in SCM has attracted stakeholders’ attentions due to it is ability to empower using a set of technologies together that helps to execute more efficient production and distribution systems. This initiative has been called Logistics 4.0 of the fourth Industrial Revolution in SCM due to its high potential. Connecting entities, machines, physical items and enterprise resources to each other by using sensors, devices and the internet along the supply chains are the main attributes of Logistics 4.0. IoT enables customers to make more suitable and valuable decisions due to the data-driven structure of the Industry 4.0 paradigm. Besides that, the system’s ability of gathering and analyzing information about the environment at any given time and adapting itself to the rapid changes add significant value to the SCM processes. In this peer-reviewed book, experts from all over the world, in the field present a conceptual framework for Logistics 4.0 and provide examples for usage of Industry 4.0 tools in SCM. This book is a work that will be beneficial for both practitioners and students and academicians, as it covers the theoretical framework, on the one hand, and includes examples of practice and real world.

The Cambridge Handbook of Technology and Employee Behavior

Author : Richard N. Landers
Publisher : Cambridge University Press
ISBN 13 : 1108757502
Total Pages : 1435 pages
Book Rating : 4.1/5 (87 download)

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Book Synopsis The Cambridge Handbook of Technology and Employee Behavior by : Richard N. Landers

Download or read book The Cambridge Handbook of Technology and Employee Behavior written by Richard N. Landers and published by Cambridge University Press. This book was released on 2019-02-14 with total page 1435 pages. Available in PDF, EPUB and Kindle. Book excerpt: Experts from across all industrial-organizational (IO) psychology describe how increasingly rapid technological change has affected the field. In each chapter, authors describe how this has altered the meaning of IO research within a particular subdomain and what steps must be taken to avoid IO research from becoming obsolete. This Handbook presents a forward-looking review of IO psychology's understanding of both workplace technology and how technology is used in IO research methods. Using interdisciplinary perspectives to further this understanding and serving as a focal text from which this research will grow, it tackles three main questions facing the field. First, how has technology affected IO psychological theory and practice to date? Second, given the current trends in both research and practice, could IO psychological theories be rendered obsolete? Third, what are the highest priorities for both research and practice to ensure IO psychology remains appropriately engaged with technology moving forward?

Service Quality

Author : Roland T. Rust
Publisher : SAGE
ISBN 13 : 0803949200
Total Pages : 201 pages
Book Rating : 4.8/5 (39 download)

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Book Synopsis Service Quality by : Roland T. Rust

Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.

IBM Power Systems SR-IOV: Technical Overview and Introduction

Author : Scott Vetter
Publisher : IBM Redbooks
ISBN 13 : 073845379X
Total Pages : 86 pages
Book Rating : 4.7/5 (384 download)

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Book Synopsis IBM Power Systems SR-IOV: Technical Overview and Introduction by : Scott Vetter

Download or read book IBM Power Systems SR-IOV: Technical Overview and Introduction written by Scott Vetter and published by IBM Redbooks. This book was released on 2017-01-12 with total page 86 pages. Available in PDF, EPUB and Kindle. Book excerpt: This IBM® RedpaperTM publication describes the adapter-based virtualization capabilities that are being deployed in high-end IBM POWER7+TM processor-based servers. Peripheral Component Interconnect Express (PCIe) single root I/O virtualization (SR-IOV) is a virtualization technology on IBM Power Systems servers. SR-IOV allows multiple logical partitions (LPARs) to share a PCIe adapter with little or no run time involvement of a hypervisor or other virtualization intermediary. SR-IOV does not replace the existing virtualization capabilities that are offered as part of the IBM PowerVM® offerings. Rather, SR-IOV compliments them with additional capabilities. This paper describes many aspects of the SR-IOV technology, including: A comparison of SR-IOV with standard virtualization technology Overall benefits of SR-IOV Architectural overview of SR-IOV Planning requirements SR-IOV deployment models that use standard I/O virtualization Configuring the adapter for dedicated or shared modes Tips for maintaining and troubleshooting your system Scenarios for configuring your system This paper is directed to clients, IBM Business Partners, and system administrators who are involved with planning, deploying, configuring, and maintaining key virtualization technologies.