Journal of Services Research

An Empirical Analysis of Firm Revitalization Innovation - Lessons From Japan's Lost Decade Towards a Service-Oriented Economy

During Japan's "lost decade" of the 1990s, many firms experienced business hardships such as a decline in operating income, bankruptcy or even liquidation. However, through intensive efforts, a number of firms have been able to rebuild their business operations in recent years. Indeed, certain firms demonstrate a clear revitalization trajectory in 2004. This paper attempts an empirical analysis to identify the structural source that has enabled firms to succeed in their revitalization efforts...

Relationship Bonding Tactics, Relationship Quality and Customer Behavioral Loyalty-Behavioral Sequence in Taiwan's Information Services Industry

This study develops and empirically tests a model examining the relation among relationship bonding tactics, customer satisfaction, trust, commitment and customer loyalty. Relationship duration and product involvement are used as controllable variables in a relationship marketing system. Based on samples collected from PC school, an information services institute in Taiwan, the results show that social bonding tactics can be further divided into unidirectional and interactive social bonding t...

Service Quality in Bangalore Hospitals - an Empirical Study

In today's highly competitive environment, hospitals are increasingly realizing the need to focus on service quality as a measure to improve their competitive position. Customer based determinants and perceptions of service quality, therefore, play an important role when choosing a hospital. In this paper, we present a service quality perception study-undertaken in five hospitals in Bangalore city. The well-documented 'Service Quality Model' was used as a conceptual framework for understandin...

Managers Attitude Towards Technology Orientation in Ssis of Chandigarh-Mohali Industrial Clusters

Information Technology has introduced new ways of business processes to harness the benefits of better products quality, satisfaction of employees, current & potential customers, and financial performance in Small Scale Industries (SSIs). This study measures managers' orientation towards IT & its impact on SSIs performance using four variables namely technology orientation, product quality, recipient satisfaction and financial performance. The study hypothesized that higher degree of ...

Diagnosing Quality of Reproductive Health Services Provided Through Public Health System in India: Application of System's Framework

Quality of care has emerged as a central issue in reproductive health. The need for improving quality is intensely realized, as the health services remain grossly under-utilized despite an extensive network of infrastructure and manpower. The study has been carried out to assess the quality of care of reproductive health services and to determine factors responsible for the current level of quality of reproductive health services in the context of public health system in Udaipur district of a...

Gats and Liberalisation of Services: Implications for India

With the emergence of services as the major contributor to economic development, liberalisation of services has become a crucial issue in international negotiations on services. Liberalisation of services necessitates some short and medium-term adjustment costs. To reap the benefits of liberalisation and to deal with the problems that it might create in the short and medium term; liberalization of services must be accompanied by domestic reforms. The study argues that such reforms particularl...

Perceptions of Service Quality in an Academic Library: A Case Study

This article explores the perception of the users of the Jawaharlal Nehru University (JNU) Library, New Delhi, India, with regard to the quality service provided by it. A questionnaire was used as the data gathering instrument. SERVQUAL as a diagnostic tool was used to measure service quality. It is defined as the difference between customer perceptions and expectations of service. Service quality is essential to change the work culture among the employees and to generate their involvement in...

Implications of Corporate Social Responsibility On Marketing Performance: A Conceptual Framework

Corporate Social Responsibility (CSR) means firm's obligation to protect and improve welfare of the society and its organization, now as well as in future, through its various business and social actions, and ensures that it generates equitable and sustainable benefits for the various stakeholders. As such CSR can serve as an effective marketing tool to compete and sustain competitive advantage in the present fast changing, hyper competitive environment. Though there are research studies that...

National Innovation Ecosystems: The Similarity and Disparity of Japan-Us Technology Policy Systems Toward a Service Oriented Economy

Coinciding with the announcement of the National Innovation Ecosystem proposed by the US Council on Competitiveness, Japan's Industrial Structure Council proposed a significant shift from a technology policy to an innovation policy based on the ecosystem concept. Aiming at analyzing the complex mutual relations between human activities centered around industry and the surrounding environment, Japan's Ministry of International Trade and Industry postulated the concept of Industrial Ecology in ...