Journal of Services Research

A Revival of Compound Semiconductor Material Innovation: Strategic Technology Spillovers in Japan's Nonferrous Metal Industry in the 2000s

Innovation in material technologies is induced by the co-evolution with technologies in other industries. This paper empirically analyzes the dynamism in material innovation in Japan's nonferrous metal industry in the early 2000s. A case study was made on development of GaN substrate for laser application. GaN substrate is a key material for large capacity storage devices like Blu-ray system. However, it had not been developed for a long time, until Sumitomo Electric Industries, Ltd.(SEI), on...

An Assessment of Internal Market Orientation in Jammu and Kashmir Bank Through Internal Suppliers' Perspective

The purpose of this paper is to examine the level of internal market orientation (IMO) from internal suppliers' perspective, particularly with regard to two behavioural components, viz., intelligence dissemination and responsiveness. The study is primarily based on first hand information gathered from 37 internal suppliers of Jammu & Kashmir Bank. All the 27 branches and 4 offices of J&K bank in Jammu city were contacted for extracting requisite information from the internal suppliers...

Antecedents and Consequences of Organisational Citizenship Behaviour (Ocb): A Conceptual Framework in Reference to Health Care Sector

Organizational citizenship behavior (OCB) means individual behaviors that are beneficial to the organization but not directly recognized by the formal reward system. Though there are research studies that provide the domain of OCB and its effects on the organizational performance but they have varied viewpoints and are inadequate. The present paper is an effort towards this direction. The main objective of the paper is to build grounding for analyzing the impact of OCB on various organization...

Customer Complaint Behavior and Satisfaction in a B2b Context: A Longitudinal Analysis

The purpose of this research is to study the relationship between customer satisfaction levels and the frequency of complaints in business-to-business services using longitudinal research. More specifically, the objective is to study whether the correlation between customer satisfaction levels and frequency of complaints varies at different levels of customer satisfaction. This study employs 19 quarterly data points from an ongoing customer satisfaction program done between 1999 and 2004. The...

Forecasting the Passenger Traffic Movement in Lufthansa Airlines: A Supply Chain Perspective

The present paper attempts to find out the forecasted passenger traffic movement of Lufthansa Airlines on quarterly basis at a global level by employing four forecasting methods namely moving average, exponential smoothing, Holt's model and Winter's model with the help of published data pertaining to passenger traffic movement of Lufthansa Airlines. The study has also found out the forecasting errors of all the four methods through Absolute error (AE), Mean squared error (MSE), Mean absolute ...

Measuring Operational Efficiency of Retail Stores in Chandigarh Tri-City Using Dea

The purpose of this study is to measure the operational efficiency of retail stores in Chandigarh-Tricity and to investigate if any relationship can be established between the efficiency and the size of the stores. The data collected from retailers and customers across Chandigarh Tricity (Chandigarh, Panchkula and Mohali) during 2006 - 2008 was analyzed using an operations research - based method, Data Envelopment Analysis (DEA), as this method was appropriate to study efficiency of operation...

The Paradox of a Service-Oriented Economy for Energy Efficiency: The Vicious Impact of Network Externality Contrasted by Japan and China

The global environmental consequences of CO2 discharge resulting from energy use are causing mounting concern regarding the sustainability of our future development. This is not only the case in industrialized countries but also in industrializing countries, particularly China and India, pursuing sustainable development. Historically, Japan has shifted its industrial structure from primary industry to manufacturing industry and to service industry while endeavoring to improve energy efficienc...