Journal of Services Research

A Pilot Study On the Service Quality of Insurance Companies

Consequent to the implementation of government policies on globalisation and liberalisation, the consumers have become more critical of the quality of service. Consumers are now aware of the alternatives available in relation to services and the provider organisations. Consumer expectations are rising and the provider organisations should be aware of these expectations. An attempt has been made in this paper to quantitatively study the levels of the dimensions of service quality and its relat...

Structured Impediments for Smaller Ventures in Creating New Emerging Industries in a Service-Oriented Economy

In contrast to the notable achievements recorded up to the end of the 1980s, Japan's economy is now facing a structurally heterogeneous stage of development. This can largely be attributed to a paradigm shift from an industrial economy to a service-oriented economy that emerged in the 1990s. There is a need for a change in the business model used by industry. First, there needs to be a shift to creation of a functionality development focus. Second, such a shift can be expected to be initiated...

Information Technology, Corporate Business Firms and Sustainable Development: Lessons From Cases of Success From India

This paper critically analyzes some cases of success of interventions initiated either by corporate firms or supported by the corporate firms which lead to community development. A multiple case study approach has been adopted. The range of interventions range from being very specific to being very wide in their approach and help the grass root level communities to emerge out of the poverty trap. The analysis culminates in development of a framework which attempts to link the nature of the in...

The Nonfinancial Performance Measurements of Financial Service Industry:- a Study of Taiwan Mutual Fund Market

In this study, we take the Taiwan mutual fund market as example and establish the models to explore the correlation between the nonfinancial measurements and performance. In this study Path Analysis is used to present the effect of nonfinancial measurements on fund performance. Issues such as the correlation between variables, difference between direct and indirect effect, and cause-and-effect relation models, are analyzed through multivariate models. Deconstructed sub-models are also set to ...

Towards Relational Exchange in Services Marketing:Insights From Hospitality Industry

Relationships are forming new bases for achieving competitive advantage in the changing business scenario. Service organizations of all types and sizes are shifting their focus from transactional exchange to relational exchange. With the growing realization about the benefits of being a "relationship oriented organization", marketing strategies are designed to incorporate technical and behavioural features of service solution, which are essential to create a satisfying, pleasurable and memora...

E-Broking As a Tool for Marketing Financial Services in the Global Market

For any organization to thrive in today's business environment, it must deal effectively with global competition and the rapid pace of technological change. The Internet has played a vital role in transforming business in the new millennium. As an innovative tool, the Internet is gradually entering our lives and improving cost effectiveness, catalyzing disintegration, and increasing convenience for businesses and their consumers. Perhaps, nowhere else is the impact of the Net felt as much as ...

The Initial Trajectory of New Venture Start-Ups - Lessons From the Milk Crown Model for Services Management

Facing a paradigm shift from an industrial economy to a service-oriented economy, and in order to leverage such a shift, the initiatives of new ventures have been strongly expected. However, there exist some barriers impeding the successful trajectory of new venture start-ups, particularly in the initial stage of start-up. Therefore, identification of the crucial conditions governing the initial trajectory of new venture start-ups is extremely important for a service-oriented economy. Conditi...

Leveraging Information Systems Tools, Security and On-Line Usage in Banking and Insurance Sector

Banks and information technology are becoming increasingly dependent upon each other and the most important thing to learn from the Y2K problem that strucked world wide in the year 2000 has not been its direct cost as it has been the warning about how companies' software applications are becoming the central nervous system of the organization. Software tools and techniques are, as a result of this, increasingly determining the nature of the experiences the customers, the employees, the partne...

A Situational Model Development in Hospitality Retailing: The Case of Irish Pubs

Although importance of situational influences on consumer behaviour has been recognised for some time, little research has been conducted into their effects on hospitality retailing. Over the past decade the Irish theme pub sector has enjoyed extensive growth, which recent studies attribute to the situational components inherent within the environment. This study identities and evaluates the situational components that influence consumers within Irish theme pubs and gauges impact of each of t...