Journal of Services Research

Impact of Gender Differences On Online Consumer Characteristics On Web-Based Banner Advertising Effectiveness

The multimedia aspect of the Web creates opportunities for businesses to channel their advertising. Advertising effectiveness is important to the marketers to know if their advertisements have affected their target audience. Among the market segmentation variables, gender has had a deep history in the marketing environment and has been used as a primary segmentation variable. This research examines whether gender difference is a factor in the relationships between online consumer characterist...

Enabling E-Governance Through Citizen Relationship Management-Concept, Model and Applications

With the advent of the Internet and telecommunication technologies, business organizations have jumped into the e-business bandwagon that has led to better customer service through implementing Customer Relationship Management tools. The same trend has now caught on with the governments through e-Government initiatives. This paper presents a conceptual model of Citizen Relationship Management (CzRM). The proposed model of CzRM combines a set of functionalities and tools that enable government...

Tackling Panic Withdrawals: Some Lessons

The competition in banking industry, like many others, is changing fundamentally. Banks are susceptible to systemic and non-systemic banking crisis. The evolution of a banking crisis may be attributed to many factors-distress, panic and apprehensions being one major reason. The phenomenon of panic withdrawals has deep roots. However, if the impact of distress or panic due to rumor is only on selected banks, then this may be an insinuation towards a more serious problem. The focus in such even...

How Entrepreneurial Are Youth of Varanasi: An Empirical Study Through Cyber Café's

The liberalisation, in the beginning brought fear of death but later resulted in explosion of new entrepreneurial interest in the country which was supported by policy initiatives. IT industry has emerged as one of the fastest growing industries in the country. Internet revolution has changed the traditional way of doing business. In contrast to traditional research on entrepreneurship, it was thought to examine the entrepreneurial profile in Internet related business which is a new and vibra...

Service Quality Perceptions in Financial Services - a Case Study of Banking Services

The services sector is the most important sector, which contributes largely to the national economy. In India, the banking sector is an important component of this sector. The share of banking and insurance sector has burgeoned from 2.78% in 1980 - 81 to 6.27% in 1997 - 98. It has been so due to the increased significance of financial services in post - reforms era. In case of banking services, the varied service products being offered and their interface with the information technology has e...

The State Bank of India: A Progressive Study of Transformation of a Socialistic Welfare Organization Into a Market Entity

The State Bank of India (SBI) is one of the oldest banks in India. Primarily set up as a financial institution to take care of interests of the traders, this bank had to undergo basic changes in order to cater to the needs of independent India. As was the requirement of a newly independent country, SBI focused primarily on development issues for the under privileged and rural development. This bank also became the facilitator for the development of the industrial infrastructure of the country...

Switchers and Stayers: An Empirical Examination of Customer Base of an Automobile Wheel Care Centre

The present research attempts to find out the reasons responsible for retention and loss of customers. While it is well accepted that customer retention costs are lower than customer acquisition costs, yet the, determinants of consumer behaviour in switching service providers are not well understood. Based on factor and discriminant analysis the study revealed that four factors, namely, (i) temporal convenience, (ii) purchase involvement, (iii) ego involvement, and (iv) active loyalty, play a...

Understanding the Success Factors for Independent Restaurants in the Delhi / Gurgaon Region: An Analysis of the Gap Between Management Perceptions and Customer Expectations

The ensuing study aims to establish an academic framework within which to understand and analyse the functioning of the independent restaurant sector within the NCR. The key stress of the study is to identify perceptual GAPs between what operators perceive their customers to desire as part of the given service and product and what customers actually look for. The section on methodology outlines the process utilised in the compilation and analysis of the study. The study covers a sample base o...

External Stimulation Accelerating a Structural Shift to Service-Oriented Industry- a Cross Country Comparison

Under the paradigm shift from an industrial society to an information society, that emerged in the 1990s, a structural shift from a manufacturing-based industrial structure to a service-oriented industrial structure has become crucial for a nation's competitiveness. While it is generally postulated that a shift to a service-oriented industrial structure is a consequence of a virtuous cycle between an increase in income level leading to a qualitative change in demand and increased service indu...