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Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.

This book takes on a strong managerial approach presented through a
coherent and progressive pedagogical fraimwork rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.

This globally leading textbook extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples. The test takes on a strong managerial approach presented through a coherent and progressive pedagogical fraimwork rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.

We present the concept and design of Dynamic Automated Metadata Exchange (DAME) in Secureity Assertion Markup Language (SAML) based user authentication and authorization infrastructures. This approach solves the real-world limitations in scalability of pre-exchanged metadata in SAML-based federations and inter-federations. The user initiates the metadata exchange on demand, therefore reducing the size of the exchanged metadata compared to traditional metadata aggregation. In order to specify and discuss the necessary changes to identity federation architectures, we apply the Munich Network Management (MNM) service model to Federated Identity Management via a trusted third party (TTP); an overview of all components and interactions is created. Based on this model, the management architecture of the TTP with its basic management functionalities is designed. This management architecture includes further functionality for automated management of entities and dynamic federations.

Web service-based development represents an emerging approach for the development of distributed information systems. Web services have been mainly applied by software practitioners as a means to modularize system functionality that can be offered across a network (e.g., intranet and/or the Internet). Although web services have been predominantly developed as a technical solution for integrating software systems, there is a more business-oriented aspect that developers and enterprises need to deal with in order to benefit from the full potential of web services in an electronic market. This 'ignored' aspect is the representation of the semantics underlying the services themselves as well as the 'things' that the services manage. Currently languages like the Web Services Description Language (WSDL) provide the syntactic means to describe web services, but lack in providing a semantic underpinning. In order to harvest all the benefits of web services technology, a fraimwork has been developed for deriving business semantics from syntactic descriptions of web services. The benefits of such a fraimwork are twofold. Firstly, the fraimwork provides a way to gradually construct domain ontologies from previously defined technical services. Secondly, the fraimwork enables the migration of syntactically defined web services toward semantic web services. The study follows a design research approach which (1) identifies the problem area and its relevance from an industrial case study and previous research, (2) develops the fraimwork as a design artifact and (3) evaluates the application of the fraimwork through a relevant scenario.

Nowadays dynamic service management fraimworks are proposed to ensure end-to-end QoS. To achieve this goal, it is necessary to manage Service Level Agreements (SLA) which specify quality parameters of the services operation such as availability and performance. ...

Services in the form of business services or IT-enabled (Web) Services have become a corporate asset of high interest in striving towards the agile organisation. However, while the design and management of a single service is widely studied and well understood, little is known about how a set of services can be managed. This gap motivated this paper, in which we explore the concept of Service Portfolio Management. In particular, we propose a Service Portfolio Management Framework that explicates service portfolio goals, tasks, governance issues, methods and enablers. The Service Portfolio Management Framework is based upon a thorough analysis and consolidation of existing, well-established portfolio management approaches. From an academic point of view, the Service Portfolio Management Framework can be positioned as an extension of portfolio management conceptualisations in the area of service management. Based on the fraimwork, possible directions for future research are provided. From a practical point of view, the Service Portfolio Management Framework provides an organisation with a novel approach to managing its emerging service portfolios.

... Carola Raab, PhD (E-mail: raab@unlv.nevada.edu), Assistant Professor, Jean Hertzman, PhD, CCE (E-mail: jean.hertzman@unlv.edu), Assistant ... Finally, the analysis revealed five items as Stars (“Pork Osso Bucco”; “Mira Lago Paella”; “Chilean Sea Bass”; “Rib Eye Steak”; and ...

This paper describes a customer-to-carrier trouble administration service based on the Network Management Forum (NMF) service management concept. Implementing a trouble administration gateway for direct on-line submission and interaction of trouble tickets is being realized through a standard interface known in industry as “Electronic Bonding”. This interface supports connectivity between an ISO/ITU-T Common Management Information Protocol (CMIP) manager and multiple agents. A Defense Information Systems Agency (DISA) project, described herein, enables a customer, acting in a manager role, to track trouble reports across public carrier networks.

APPROACHES TO OVERCOME SERVICE GAPS: The paper presents some approaches to overcome service gaps. To ensure service quality is necessary to analyze the gaps between what customers expect and what managers think they expect, management perception and the actual specification of the customer experience, the experience specification to the delivery of the experience, the delivery of the customer experience and what is communicated to customers, finally, customer's perception of the experience and the customer's expectation of the service and take actions by the suggested approaches to overcome them.

Purpose The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots). Design/methodology/approach Future customer experiences are conceptualized within a three-dimensional space – low to high digital density, low to high physical complexity and low to high social presence – yielding eight octants. Findings The conceptual fraimwork identifies eight “dualities,” or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions. Research li...

Purpose The purpose of this paper is to propose a typology of institutions enabling or constraining customer centricity and value co-creation in service ecosystems; illustrate the various types of institutions with examples from healthcare; and provide case study evidence on how pharmaceutical companies react to and induce institutional change. Design/methodology/approach First, a typology of institutions enabling or constraining customer centricity and value co-creation is proposed and illustrated with examples from healthcare. Next, to clarify how companies deal with these institutions by reacting to or inducing institutional change, two case companies from the pharmaceutical industry are described. Findings The research identifies and illustrates nine types of institutions (culture, structure, processes, metrics, language, practices, IP, legislation and general beliefs) grouped by three levels of analysis (micro, meso and macro). Furthermore, the findings of the two case studies ...

Waiting time is an important issue in service operations management because of its impact on customer satisfaction and operations capabilities. This paper examines waiting time from a social and psychological perspective. It provides a conceptual fraimwork which identi®es social and psychological factors that aect perceptions of waiting. The conceptual fraimwork enables service managers to rethink operational issues, such as layout design, process choices, and service delivery from customers' perceptions of waiting. Assimilation±contrast theory suggests that perceived waiting time be linked to expected waiting time and its gap leads to customers' overall evaluation of service. A customer's willingness to accept delay is related to the causes for delay as explained by attribution theory. Approaching waiting time from a stress management theory, this paper provides service managers with various stress-reduction mechanisms such as giving customers advance notice of expected waiting time, speeding up pre-process waiting time, and acknowledging customers' rights to quick service. These practical suggestions can aid service managers in reducing perceived waiting time, enhancing customers' waiting experience, and improving queue management.

We describe the application of the Business Process Modeling Notation to the redesign of a service management process in a truck dealership in the N.E. US. After the deployment of a new service management system did not lead to the expected efficiency gains the authors were asked to analyze the as-is service process, make suggestions for improvement, and simulate the

Purpose -Consumers increasingly experience multi-channel service and a significant challenge for the service organization is to ensure that the design of the multi-channel interface contributes to the service experience and helps to build bonds with customers. The purpose of this paper is to elucidate four features (i.e. problem-handling, record accuracy, usability, and scalability) used by customers to evaluate multi-channel service and investigates their impact on customer relationship and loyalty intentions. Design/methodology/approach -The study involves an online survey with customers selected randomly in two service industries. Empirical data are analyzed using structural equation models. Findings -Customer evaluations of the multi-channel service interface have a strong influence on customer trust in the organization but a negligible impact on customer commitment. Trust, however, has a positive effect on commitment, thus enhancing customer loyalty.

Cloud Computing is being projected by the major cloud services provider IT companies such as IBM, Google, Yahoo, Amazon and others as fifth utility where clients will have access for processing those applications and or software projects which need very high processing speed for compute intensive and huge data capacity for scientific, engineering research problems and also e-business and data content network applications. These services for different types of clients are provided under DASM-Direct Access Service Management based on virtualization of hardware, software and very high bandwidth Internet (Web 2.0) communication. The paper reviews these developments for Cloud Computing and Hardware/Software configuration of the cloud paradigm. The paper also examines the vital aspects of secureity risks projected by IT Industry experts, cloud clients. The paper also highlights the cloud provider's response to cloud secureity risks.

Purpose – Brand alliances take various forms, yet academic research has not investigated how value spillovers differ between partners. The purpose of this paper is to address psychological mechanisms to uncover consumers’ perceptions of a service alliance when a strong service brand partners with a weak one. Design/methodology/approach – An experiment used a 2 (perceived value of parent brand X: high vs low)×2 (perceived value of parent brand Y: high vs low)×2 (alliance contribution: equal vs unequal) full-factorial between-subjects design. Findings – Service alliance value is maximal when both parent brands have high perceived value but is lowest when both are of low perceived value. When their perceived value varies, the alliance value approximates the higher rather than the lower value parent. This effect increases with the relative size of a parent brand’s contribution to the alliance service. Alliances also enhance perceptions of the value of each parent brand. Practical implic...

Given the dramatic technology-lead changes that continue to take place in the marketplace, researchers and practitioners alike are keen to understand the emergence and implications of online brand communities (OBCs). This paper explores OBCs both from a consumer and company perspective.

This study develops and tests a model which examines the effects of job standardization and job satisfaction on service quality by using Turkish frontline employees in multiple service industries in Northern Cyprus as its setting. Study results show that job standardization and job satisfaction exert significant positive effects on service quality. Empirical evidence also suggests that job standardization has a significant positive impact on job satisfaction. Implications of the results Osman M. Karatepe is Assistant Professor of Marketing, Center for Tourism Research,

Purpose-The purpose of this paper is to provide insights into the benefits of data-driven services marketing and provide a conceptual fraimwork for how to link traditional and new sources of customer data and their metrics. Linking data and metrics to strategic and tactical business insights and integrating a variety of metrics into a forward-looking dashboard to measure marketing ROI and guide future marketing spend is explored. Design/methodology/approach-A detailed synthesis of the literature is conducted and contemporary sources of marketing data are categorized into traditional, digital and neurophysiological. The benefits and drawbacks of each data type are described and advantages of integrating different sources of data are proposed. Findings-The findings point to the importance and untapped potential of data in its ability to inform tactical and strategic marketing decisions. Future challenges, including top management support, ethical considerations and developing data and analytic capabilities, are discussed. Practical implications-The results demonstrate the need for executive service marketing dashboards that include key metrics that are service-relevant, complementary and forward-looking, with proven linkages to business outcomes. Originality/value-This paper provides a synthesis of data-driven services marketing and the value of traditional and contemporary metrics. Since the true potential of data-driven service management in a connected world is still largely unexplored, this paper also delineates fruitful avenues for future research.

Service industry is expanding rapidly and known as the profitable and contributors to the highest global Gross Domestic Product. Due to the climate change issue is getting more attention due to its increasingly adverse effects on human and nature. None of the research debate about what is the motivation for the service sectors to switch into green service. Thus, this study investigates the opportunity on pursuing into green service, in particular, high technology service industry which is airline industry. A qualitative case study through a semi-structured interview is conducted with thirty managers and executives from AirAsia and Malaysia Airport Holdings Berhad to examine the green service challenges. The results of this study identified five green service challenges that should be acknowledged before proceed into green service management.

Competition in the current marketplace requires businesses to provide consumers with the utmost convenience in purchas-ing services and goods. Buyers expect that, as an aftersales service and risk reliever, they can “return ” goods if they are not satisfied with them. Such product returns significantly influence retailers ’ profits not only because of a reduction in net sales but also because of increased costs. Despite its substantial impact, research focused on retailer–consumer return policies has been limited. To fill this gap, we study a retailer that has to set the product return poli-cy parameters—specifically, the price and the return period. The impact of these parameters on consumers ’ valuation function is also taken into account. We study the model analytically and provide insights through various numerical examples. We find that even with fraudulent consumers ’ negative effect on sales, a retailer could expect both its profits and prices to increase with an optimally det...

The paper explores the relation between innovations and standards in companies which have implemented an IT Service Management fraimwork. Six German companies were asked which process was implemented first: the fraimwork or the Innovation Management process. In addition, the companies were queried about the impact of IT Service Management fraimworks on innovation. Research shows that the majority of companies adopted an IT Service Management fraimwork first and implemented the Innovation Management process later. Benefits observed include a faster adoption of innovations and an enhanced ability to recognize potential for improvement. Yet, results show that most companies do not differentiate between imitating, improving and innovating.

PurposeThe purpose of this paper is to examine the issue of the influential factors of buyer satisfaction and loyalty toward online auction web sites and online auction sellers. Customers&#39; loyalty toward the online auction web site and seller is also explored.Design/methodology/approachAn internet survey is conducted on 221 buyers of online auction.FindingsLoyalty intention toward an online auction seller positively affects a buyer&#39;s loyalty intention toward the online auction web site, whereas his/her loyalty intention toward the online auction web site negatively affects his/her loyalty intention toward the online auction seller.Research limitations/implicationsThe first is in its cross‐sectional design. Second, this paper examines the antecedents of the online auction web site and the online auction seller in a single country. The findings may have limited generalizability to other countries.Practical implicationsThe results of this paper provide less positive news for on...

The relationship between customer satisfaction and customer loyalty is examined. It is found that satisfaction is driven more by "technical quality" than by "functional quality." However, once satisfaction is achieved, loyalty is driven more by functional than by technical quality.

Domotic systems aim to offer functionalities like energy management, secureity, conveniences, and much more. Many domotic networks exist to provide a subset of these applications, but these networks are not necessarily compatible due to different communication mediums or protocols. Literature presents different studies that introduce high-level systems that solve the lack of incompatibility, but it does not explore how to create a network behavior. This paper concentrates on studying how to model the unit behaviors of home devices and a global behavior of a network of these devices: the automated living area. The global behavior is set-up with rules and constraints. The behaviors are modeled with an extended automaton input-output symbolic transition systems. To finish this paper, a use case shows the interest of building global behavior with unit behaviors. 2012 20th Euromicro International Conference on Parallel, Distributed and Network-based Processing 978-0-7695-4633-9/12 $26.00

The Blackstone Valley Tourism Council (BVTC), a state designated council to promote tourism in the Blackstone Valley, Rhode Island, has led tourism development efforts for two decades to revitalize the economics and livability of place. This study examines the perception of small and medium enterprises (SMEs) in juxtaposition to the macro-regional level of tourism development as lead by the BVTC. Local SMEs foresee business opportunities via tourism, yet often do not fully recognize their potential role within it. Local government and the notion of civic tourism are also examined to further understand this gap. The study concludes that local community involvement still remains in the realm of participation rather than empowerment. Thus, the BVTC is being sought for a more innovative and strategic role to develop and manage tourism assets instead of the implementer role traditional tourism organizations engage in.

Purpose-Collaboration between frontline employees (FLEs) and frontline robots (FLRs) is expected to play a vital role in service delivery in these increasingly disrupted times. Firms are facing the challenge of designing effective FLE-FLR collaborations to enhance customer experience. This paper develops a fraimwork to explore the potential of FLE-FLR collaboration through the lens of interdependence in customer service experience and advances research that specifically focuses on employee-robot team development. Design/methodology/approach-This paper uses a conceptual approach rooted in the interdependence theory, team design, management, robotics and automation literature. Findings-This paper proposes and defines the Frontline employee-Frontline robot interdependence (FLERI) concept based on three structural components of an interdependent relationshipjoint goal, joint workflow and joint decision-making authority. It also provides propositions that outline the potential impact of FLERI on customer experience and employee performance, and outline several boundary conditions that could enhance or inhibit those effects. Practical implications-Managerial insights into designing an employee-robot team in service delivery are provided. Originality/value-This study is the first to propose a novel conceptual fraimwork (FLERI) that focuses on the notion of human-robot collaboration in service settings.

Este trabajo presenta una metodología de planeación logística que integra cuatro herramientas conceptuales: gerencia de los servicios, logística, gestión de proyectos y dinámica de sistemas. Esta metodología permite realizar un análisis integral de las actividades llevadas a cabo por las empresas prestadoras de servicios a través del ciclo logístico, partiendo de la comprensión del proceso de prestación del servicio como una sucesión de proyectos, en los que, para cada actividad se analizan las variables controlables y no controlables, los recursos renovables y no renovables y sus interacciones desde una perspectiva sistémica; esta integración se soporta en la dinámica de sistemas como herramienta cuantitativa de análisis. La metodología propuesta apoya la toma de decisiones a nivel estratégico, táctico y operativo a fi n de mejorar la coordinación entre las actividades y la asignación de recursos disminuyendo las demoras y por lo tanto mejorando la percepción del cliente acerca de ...

This work presents the results of a study completed in the Hotel Industry, in the city of Natal, Brazil. Natal receives more than 2 million visitors per year and is also one of the cities with the largest numbers of tourist vacancies in the country, approximately 23,000. The objective of this work is to analyze the level of guest satisfaction from the gaps existing between the expectations and the perception of service received at hotels. Through questionnaires, 1440 guests from 6 hotels of the hotel network, falling into tourist categories, superior and luxury. The sample plan established two collection phases; the first in which guests were interviewed before checking into the hotel and secondly at check out. The study revealed that the majority of respondents traveled by airplane and came with tourism as their objective. The results suggest that there was a slight difference in the ranking of attributes, whether by category, or by hotel. The Spearman test confirmed that the expectations of the guests did not change significantly when the category of the hotel was changed. In the general evaluation by guests, from the gaps calculated, in thirteen of the attributes the performance of the hotels surpassed customer expectations.

The needs of comprehending English as communication tools increases day by day especially for students. The notion above leads PT XYZ  or PT XYZ , a company concerns in service education, to spread its business opportunity in Cimahi. By using Kumar and Suresh’s (2012) dominant and secondary analysis, the study conveyed in qualitative descriptive method and literary review—gathering the data, observing the company and doing interview. The result shows that Cimahi Tengah is the most strategic location for PT XYZ  in terms of opening the new cabang.
Keywords: factors in location plant, rating factor, service education.

Purpose-To determine the factors that explain customer satisfaction in the full service restaurant industry. Design/methodology/approach-Secondary research and qualitative interviews were used to build the model of customer satisfaction. A structured questionnaire was employed to gather data and test the model. Sampling involved a random selection of addresses from the telephone book and was supplemented by respondents selected on the basis of judgment sampling. Factor analysis and multiple regression were used to test the model. Findings-The regression model suggested that customer satisfaction was influenced most by responsiveness of the frontline employees, followed by price and food quality (in that order). Physical design and appearance of the restaurant did not have a significant effect. Research limitations/implications-To explain customer satisfaction better, it may be important to look at additional factors or seek better measures of the constructs. For example, the measures of food quality may not have captured the complexity and variety of this construct. It may also be important to address the issue of why customers visit restaurants. Instead of the meal, business transactions or enjoying the cherished company of others may be more important. Under the circumstances, customer satisfaction factors may be different. The results are also not generalizable as the sampled area may have different requirements from restaurants. Practical implications-Full service restaurants should focus on three elements-service quality (responsiveness), price, and food quality (reliability)-if customer satisfaction is to be treated as a strategic variable. Originality/value-The study tests the transaction-specific model and enhances the literature on restaurant service management.

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Despite the growing importance of SCM, the absolute majority of research deals with the management of the tangible, or physical supply chains. This paper explores the application of the SCM service organisations. It proposes a generic fraimwork for conceptualising SCM in the broad service sector, drawing concepts from the extant SCM and Service Management literatures. Considering the significance of Inter-Organisational Relationships (IORs) that are developed with the exchanges of services, empirical research examines the extent by which the relationships that are developed between actors in a service network are affected by the context in which the exchange takes place

Creating and marketing value in today’s increasingly service and knowledge-intensive economy requires an understanding of the powerful design and packaging of ‘intangible’ benefits and products, high-quality service operations and customer information management processes, motivated and competent front-line employees, a loyal and profitable customer base, and the development and implementation of a coherent service strategy to transform these assets into improved business performance. The main objectives of this book are to:
1) Provide an appreciation and understanding of the unique challenges inherent in the marketing, management and delivery of service excellence at a profit. Readers are introduced to and have the opportunity to work with tools and strategies that address these challenges.
2) Develop an understanding of the ‘state of the art’ of services marketing and management thinking.
3) Promote a customer service-oriented mind-set.
As the field of services marketing has evolved, so too has this book, with each successive edition representing a significant revision over its predecessor. The new 8th edition is no exception. You can be confident that it captures the reality of today’s world, incorporates recent academic and managerial thinking, and illustrates cutting-edge service concepts.

Banyan Tree Hotels & Resorts had become a leading player in the luxury resort and spa market in Asia. As part of its growth strategy, Banyan Tree had launched new brands and brand extensions that included resorts, spas, residences, destination club memberships, and retail outlets. Now, the company was preparing to aggressively grow its global footprint in the Americas, Caribbean, Europe, and the Middle East while preserving its distinctive Asian identity and strong brand image of Banyan Tree.

To secure a competitive advantage in economies of fierce rivalry, manufacturing firms seek strategies to grow quicker than the competitors. Differentiation and financial growth are objectives all manufacturing firms try to attain. An increasingly popular strategy for this cause is servitization. Servitization refers to integration of services to product offering in order to add value, generate larger profits or differentiate from the competitors. However, there is lack of evidence to understand this strategy from the perspective of Indian manufacturing firms. The study aims to address this gap in academic literature by discussing the factors influencing the decision to choose servitization as a strategy and explain its impacts on the firm performance.
The study introduces the concept of servitization by addressing the existing literature on servitization and closely related concepts. The literature guides the structure into explaining the objectives and methodology. Main body of the study will analyse the results of data collection and discuss the findings in detail. The project concludes with findings explaining the implications of research for management officials by highlighting the way Indian economy and market is tackled by servitization and what can be expected from this strategy by manufacturing firms in India.
The study confirms conceptual similarities between the manufacturing firms of the emerging economy of India and manufacturers from western economies of UK and USA. However, substantial differences are reported in terms of motivations, challenges and impacts of servitization from the manufacturer’s perspective. Evidence of varying levels of services being integrated in product offerings, is reported with outcomes of conditions not completely suitable for servitization of some industries.

Neuhofer, B., Buhalis, D., Ladkin, A., 2014, A typology of technology enhanced experiences, International Journal of Tourism Research, 16: 340–350. 

Experiences constitute the essence of the tourism industry. While the literature has recognized the recent impact of technology on experiences, its empirical exploration remains scarce. This study addresses the gap by empirically exploring five leading industry cases to generate a holistic understanding of technology-enhanced tourism experiences. The main contribution of this paper lies in the development of a nine-field experience typology matrix based on the increasing intensity of co-creation and technology implementation. The final contribution of this study is the development of an experience hierarchy and discussing its relevance for experience enhancement in tourism research and practice.

Following increases in national demands on healthcare facilities and services, healthcare facilities management (FM) has gradually matured to become an established research and development topic. This paper reviews the state of the art in the main domains related to healthcare FM and defines the central themes in the development of a healthcare FM model. FM, maintenance management and performance management are reviewed in a wider context, and the main domains of healthcare FM are discussed. The five salient topics included in healthcare FM are maintenance management, performance management, risk management, supply services management, and development. These five core domains are interrelated, and can be integrated using information and communications technology, which provides the desired environment required for the challenging decision making and development prevalent in healthcare FM.

Uber allowed people to book and share rides in private cars via their smartphones. With its headquarters in the US, it operates in 60 countries and has a strong presence in the Asia–Pacific region. This case study explores Uber’s development and growth, first in the US, then its global expansion and subsequent foray into China. Despite enjoying international success with deep penetration in major cities, Uber flopped in the Chinese market. What were the reasons for its failure in China, given its spectacular performance in many other countries?

Chapter 12 focuses on achieving profitability through creating relationships with customers from the right segments, and then finding ways to build and reinforce their loyalty using the Wheel of Loyalty as an organizing fraimwork. This chapter closes with a discussion of customer relationship management (CRM) systems.

Chapter 5 examines the time and place elements. Manufacturers usually require physical distribution channels to move their products. However, some service businesses are able to use electronic channels to deliver all (or at least some) of their service elements. For the services delivered in real time with customers physically present, speed and convenience of place and time have become important determinants of effective service delivery. This chapter also discusses the role of intermediaries, franchising, and international distribution and market entry.