Consulting Service Quality Research Articles

외식 소상공인의 경영컨설팅 서비스품질이 컨설팅 활용도와 경영성과에 미치는 영향

The purpose of this study was to analyze the effects of management consulting service quality on consulting utilization and management performance in small food service businesses and test for variation in consulting service quality by the demographic characteristics. A total of 247 Questionnaires were used for this study. The results are as follow: First, among the sub-areas of management consulting service quality in small food service businesses, outcome quality and physical environment quality significantly affected consulting utilization, and interactional quality had no significant effect on consulting utilization. Second, consulting utilization significantly affected non-financial performance among the sub-areas of consulting utilization but had no significant effect on financial performance. Third, interactional quality among the sub-areas of management consulting service quality significantly affected financial performance. Both interactional quality and physical environmental quality significantly affected non-financial performance.

A Process-Based Framework for B-to-B Service Quality: A Practitioner Note of Management Consulting Service

ABSTRACT Purpose This practitioner note proposed a consulting service quality model based on service process, which contains four dimensions: potential servicecapability (PoSC), process service capability (PrSC), situational interaction capability (SIC), and service outcomes (SO). The four dimensions were transformed from INDSERV scale which was specialized for B-to-B service. Methodology The research design used in this practitioner note is descriptive. Very simple normalization methods were used for calculations. The internal relationships among them were tested by the analysis of a convenient sample of 263 management consulting customers in India. Constructs validity was tested applying Bartlett’s Test of Sphericity and the Kaiser-Mayer-Olkin (KMO) measure of sampling adequacy analyzing the strength of association among variables. The KMO measure ofsampling adequacy was first computed to determine the suitability of using factor analysis. Confirmatory Factor Analysis (CFA) also used to estimate uni-dimensionality of selected variables. Findings Among all the significant variables in this practitioner note, several results are found: (a) PoSC has a profound impact on PrSC and SIC, especially on SIC. (b) SIC is a support for PrSC. (c) PrSC has significant positive impact on SO. For consulting firms, playing a good role in problem diagnosis, design optimization, and project control level, copy writing quality and other aspects will greatly improve the level of service quality. Research Implications The research aims, scope and objectives of this study is too broadly. It can be narrowed so that the level of focus of the study may be increased in near future. This study is targeted to only specific set of management consulting firms Practical Implications Theoretically, results from this practitioner note will contribute to service quality assessment for B-to-B companies. INDSERV is a promising advance in measuring customer service, and modeling customer service as a process allows more complex and interesting model generation. Originality This practitioner note build a unique services quality model of management consulting based INDSERV scale. Based on causal and structural modeling of the service process, managers can allocateresources across the system to B-to-B service aspects based on relative changes in customers’ feedback on them. Modeling customer service in this way allows more complex and interesting model generation. INDSERV scale appropriately confirm that the items are phrased in a meaningful manner for consulting management industry.

ERIP: service quality model of management consulting projects

PurposeThere is still no generally accepted quality model of consulting services. This is particularly the case for management consulting projects, where scope is often indefinite. The purpose of this paper is to identify the clients’ underlying utility preferences and their perceived quality dimensions.Design/methodology/approachThe research is a qualitative data collection from 22 expert interviews performed in the financial service sector. Interviewees from the client-side were decision-makers from different hierarchical levels with considerable experience in working with consultants, while the consultant sample was obtained by selecting professionals with relevant project experience. The model development was based on the grounded theory.FindingsBased on a content analysis of a 600-page transcript of interviews, it was found that customers construct their judgments on consulting service quality through five main attributes: consultants, client adaption, consulting process, deliverables and communication. Because of the strong overlaps of the attributes, four better separable quality dimensions – as a conceptual model – were identified: expertise, relations, involvement and performance.Practical implicationsAmong managerial implications for consulting firms, support of buying organization in setting clear project objectives, flexibility in partnership and readiness for overperformance can be underlined.Originality/valueThere is little empirical research that focuses on the conceptualization of management consulting service quality from a client perspective. The value of the paper is the exploration of perceived service quality dimensions of management consulting projects and a consulting context-specific list of quality attributes.

A Study on Structural Relationships Between Consulting Service Quality, Management Human Capital, and Entrepreneurship

Background/Objectives: The purpose of this study is to empirically verify the effect of consulting services quality on management human capital and ultimately Entrepreneurship in the rapidly changing business environment. This study attempted to empirically examine the effect of the consulting service quality perceived by corporate managers on the Business Management Human Capital and Entrepreneurship of the company when the company experienced consulting.Methods/Statistical analysis: This study conducted survey research on managers n = 255 in Korea. In this study, we used SPSS 22.0 Version Program to verify the research hypothesis. Next, we performed SEM using the AMOS 22.0 Version program to implement the Structural Equation Modeling. Specifically, Frequency Analysis, Descriptive Analysis, Pearson`s Correlation Analysis, Confirmatory Factor Analysis, Reliability Test, and Pathway Analysis were conducted.Findings: The major findings are as follows. Process- Quality was found to have a statistically significant effect on Development Ability, Leadership Ability, and Marketing Ability. Next, the Technical-Quality was found to have a statistically significant effect on Development Ability, Recruiting Ability, Leadership Ability, and Marketing Ability. Lastly, only two variables, Leadership Ability and Marketing Ability, which affect Entrepreneurship, were statistically significant. Based on this, we tried to empirically verify the importance of consulting. The results presented in this study have practical implications for empirically verifying the necessity of consulting. According to the research results, it is necessary to make efforts to improve leadership and marketing ability in order to enhance Entrepreneurship.Improvements/Applications: However, this study has some limitations. Because this study is based on a limited sample, there are some limitations to the generalization of the results. Therefore, if further research is conducted later, we expect that the study will be conducted on more samples.

Effect of Livestock Consulting Service Quality on Farm Satisfaction

Effect of Livestock Consulting Service Quality on Farm Satisfaction

Impact of Rural Village Consulting Service Quality on Resident Satisfaction and Business Performance - In Case of Muju County in Jeollabuk-do -

Impact of Rural Village Consulting Service Quality on Resident Satisfaction and Business Performance - In Case of Muju County in Jeollabuk-do -

A Study on the Effects of Consulting Service Quality and Participation on the Effect of Consulting Expertise on Business Performance

본 연구는 컨설팅 수진기업을 대상으로 컨설팅사 전문성이 기업의 경영성과에 어떠한 영향을 미치고, 컨설팅 서비 스 품질이 매개하는지와 수진 기업의 컨설팅 참여도가 영향을 주어 차별화된 컨설팅 경영성과를 보이는지에 대하여 규명하 여 추후에 이뤄질 컨설팅사 서비스 품질 및 참여도 높일 수 있는 방안을 찾는 연구들에 도움이 되고자 하였다. 본 연구결과 를 요약해보면 컨설팅사 전문성이 서비스 품질을 매개하여 경영성과에 영향을 미칠 것이라는 가설에 대해 대응성, 공감성, 유형성, 확신성, 신뢰성이 유의한 영향을 미치는 것으로 확인할 수 있었다. 또한 수진기업의 참여도가 높을수록 경영성과가 유의한 영향을 미치는 것으로 확인되었다. 컨설팅에 따른 경영성과를 더 높이기 위해서는 수진기업의 적극적인 참여도 노력이 필요함을 시사하고 있다. 향후 참여도를 높일 수 있는 특성을 연구해 보는 것이 의미 있는 시사점 도출을 이끌 수 있을 것이라 사료된다.

A study on the effect of ERP Construction strategy and IT Consulting Service Quality on Performance

A study on the effect of ERP Construction strategy and IT Consulting Service Quality on Performance

A study on the effect of organizational culture types on consulting satisfaction-Focused on the moderating effect of reliability and responsiveness, types of consulting service quality

A study on the effect of organizational culture types on consulting satisfaction-Focused on the moderating effect of reliability and responsiveness, types of consulting service quality

CRM Technology: Implementation Project and Consulting Services as Determinants of Success

The success of a customer relationship management (CRM) strategy depends on the adequate use of technology, including CRM software. This paper offers empirical evidence regarding critical success factors for CRM software adoption, namely, implementation project management and services provided by information technology consultants. Data analyses involving 208 business customers of an international CRM software provider show that (1) successful management of the implementation project is a fundamental prerequisite for the firm to take full advantage of CRM software; (2) perceptions of tangible offers, reliability, responsiveness, assurance, empathy, and training services provided by CRM consultants affect CRM success; and (3) the successful management of an implementation project mediates the effects of consulting service quality on successful CRM software adoption. These findings point to the relevance of service in the CRM software industry from the perspectives of both the professionals involved and the potential adopters of CRM software.

A Study on the Consulting Service Quality using Kano Model

Objectives: This study was carried out to rearrange and identify the characteristics of the quality elements of Consulting Service and aims to reinforce the competitive advantage after analyzing and improving it. Methods/Statistical Analysis: As for the study method, the consulting service quality elements were arranged by theoretical consideration, adapted Kano model for each service quality factors, and classified them into quality element categories such as Attractive, Must-be, One dimensional, Indifferent and Reverse quality elements. Also, as for the influence of customer satisfaction and dissatisfaction, CS-Coefficient (Customer Satisfaction Coefficient) was utilized to verify the result. Findings: This study reorganized the quality scale based on existing studies regarding consulting service quality, and classified the quality element scales defined by Kano model. In order to find quality awareness element for the competitive creation among the consulting service quality elements, the study adopted Kano model to see how to access to consulting service strategically as follows. First, among the 28 measurement items for the 6-scale elements, there were 3 attractive, 1 must-be, 1 questionable and 23 one-dimensional quality elements, and there were no reverse and indifferent quality elements. Second, the “E-1 (Consultant’s individual interest to customer)” was One-dimensional quality element in Kano analysis, but in Timko’s CS-Coefficient analysis, it was attractive quality element. Third, based on the fact that “E-1(Consultant’s individual interest to customer)” and “R-5 (Securing customer information and company secret)” belongs to attractive quality element, the consulting workers will be able to utilize it as useful information in strategically decision making when improving the service competitiveness. Improvements/Applications: Distinguishing whether or not the subject group has the consulting service experience to examine the group difference is proposed for the future study.

A Study on the Characteristics of Quality Elements of Consulting Service (using AHP Model)

Background/Objectives: The objective of this research is to derive the growth factors and threatening ones by analyzing the factors for competitive advantage of the consulting firms and the consultants through AHP model so that they may be used in their strategic decision-making. Methods/Statistical Analysis: This study analyzed the priority order among the Quality elements through AHP (Analytic Hierarchy Process) analysis method after redefining the quality elements of Consulting service. The quality elements of consulting service mentioned in the previous researches were configured with SERVQUAL set as the default model. Findings: This study was intended to research the important indicators of the consulting services, by hierarchizing the service factors of each area after deriving the relative priority based on the existing researches on consulting service quality factors. By conducting the survey targeting 10 people involving in consulting business, a survey result of total six people was produced, excluding four people with CR values equal to 0.1 or greater. The results of compared analysis between 5 kinds of evaluation factors (Tangibles, Reliability, Responsiveness, Assurance and Empathy) of Hierarchy 2, the upper layer in the hierarchy of logistics performance factors and 20 kinds of assessment factors of Hierarchy 3, the lower layer of the hierarchy presented CR values less than 0.1 on all assessment units, that are to be trusted. As the research results, Customer benefits and ‘Professionalism of the consultants' were analyzed as important service quality factors. It can be confirmed that consulting services workers would attach the priority to the improvement of the expertise that could be recognized in the field of consultancy rather than the consultant’s appearance as an important factor in the quality of service. Improvements/Applications: Although suggest the priority by analyzing systematically the quality factors of consulting services, it has the limitation that the study subjects were limited to consulting workers. I would like to propose a comparative study in future research, viewed from both perspectives of the suppliers and the consumers with regard to the importance of the quality factor in consulting services.

Quality of consulting services and consulting fees

This study explores whether consulting service clients' degree of satisfaction can explain differences in consulting service fees to the same clients. By monitoring factors having a relationship with consulting fees as well as consulting service quality attributes, this study notes that client satisfaction with consulting team positively and strongly affects consulting fees. A dimension of consulting client satisfaction, which is not a consulting service quality attribute, is the factor that better explains consulting service pricing. This satisfaction dimension may allow consultants to charge higher fees through higher leverage while setting prices during contracting process. Clients' satisfaction with consulting firms appears to be unimportant in the consulting service market. Results emphasize that individuals' participation in consulting processes is essential for consulting firms to be able to single out their consulting services.

컨설팅 특성 요인이 중소기업의 경영성과에 미치는 영향 - 정부지원 컨설팅을 중심으로 -

Abstract This study was carried out to verify the effect of consumer and supplier characteristics on the utilization of consulting results, quality of consulting service and management performance in the government-support consulting service on SMEs. A survey was conducted and analyzed on SMEs which went through government-support consulting, with the following results of the study. First, for consumer characteristics, consulting awareness was found to have positive effect on the utilization of consulting results while organizational culture have no effect. Second, for supplier characteristics, consultant capability was found to have positive effect on the quality of consulting service but with no effect of government support policy. Third, consumer characteristic of consulting result utilization and supplier characteristic of consulting service quality were both found to have positive effect on management performance. Suggestions and significance of this study are as follows: the result of this study suggests a need to increase the SMEs’ understanding of consulting service and the utilization of the consulting results as well as institutional support for enhancing the capability of consultants, a provider of knowledge service. It also has significance in presenting an effective and efficient direction of policy on consulting support project for SMEs.

A Study on the Relationships between Emotional Intelligence of Consultant and Consulting Service Quality

Abstract This paper aims to examine the effects on the relationships between Emotional Intelligence of Consultant and Consulting Service Quality. To accomplish these purposes, The questionaries of 260 were inspected to the PM have received consulting experience at the companies. The collected data were analyzed with SPSS 17.0 for Windows. This study used the statistical techniques such as descriptive analysis, reliability analysis, discriminant analysis, factor analysis, correlation analysis and multi regression analysis. Emotional Intelligence of Consultant presented a meaningful result(+) with Consulting Service Quality. but self emotional appraisal didn't present a meaningful result with Consulting Service Quality. and Emotional Intelligence of Consultant didn't present a meaningful result with tangible. Key Words : Consulting Service Quality, Emotional Intelligence, Consultant * 본 논문은 2013년 국립금오공과대학교 컨설팅대학원의 학술구비에 의하여 지원되었음Received 29 March 2013, Revised 23 May 2013Accepted 20 July 2013Corresponding Author: Doo-Yul KIM(Consulting R&D Center, Kumoh National Institute of Technology) Email: inew@hanmail.netⒸ The Society of Digital Policy & Management. All rights reserved. This is an open-access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.otg/licenses/by-nc/3.0), which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is 1738-1916 properlyISSN: cited.

A Study on the Moderating Effects of Professional Ability of Consultants between Success Factors of Social Enterprises and Performance

The purpose of this study is to analyze the effect of controlling consulting service quality in relation to the factors of success and performances of the social enterprises. In order to achieve the objective of this study, securement of market competitiveness, entrepreneurship and network activity was defined to be the factors of success and the research model and hypothesis was set according to the theoretical basis of the factors of success, performances and the quality of consulting services. The results showed that first, securement of market competitiveness, entrepreneurship and network activities as factors of success all had significant effects on performances pertaining to both profit-making and public interest, having great influence on the securement of market competitiveness of the social enterprises. Secondly, as a result of analyzing the effects of controlling the quality of consulting services in relation to the relationship between the factors of success and management performances of the social enterprises, network activity showed to have significant effect on performances pertaining to both profit-making and public interest. Through this study, the importance and the necessity of the improvement of consulting services and network activities of social enterprises were highlighted and the necessity of a new consulting principle in the consulting industry that can be specialized to social enterprises is proposed.

The Effects of Consulting Service Quality upon an Corporate Performance and Clients’ Intention to Change Consultant －SERVQUAL, SERVPERF and KS－SQI Model－

The Effects of Consulting Service Quality upon an Corporate Performance and Clients’ Intention to Change Consultant －SERVQUAL, SERVPERF and KS－SQI Model－

A Study on the Impact of Consultant's Competencies on Service Quality and Performance of Consulting

This research aimed at constructing consultant's competencies of having the biggest effect upon consulting performance with competencies, knowledge and attitude, clarifying the effect upon service quality and consulting performance and being useful for some researches developing future consultant's competencies and looking for service quality improvement plan. The results of the study can be summarized as follows. First, it was identified that the consultant's competencies had positive effect upon consulting service quality. Second, it was verified for service quality to have positive effect upon consulting performance. Third, consultant's competencies proved that it has positive effect upon consulting performance.

A Study on the Moderate Effecting of Client's Organizational Character on Consulting Service Quality and Business Performance

This paper aims to examine the moderate effects of Client's Organizational Character on the relationships between Consulting Service Quality and Business Performance. To accomplish these purposes, The questionaries of 192 were inspected to the CEO or PM having consulting experience at the companies in Daegu and kyoung-buk. First, Consulting Service Quality presented a meaningful result(+) with the Business Performance. Second, Consulting Service Quality have differential influence on Business Performance by Client' s Organizational Character.

Organizational Change and the Economics of Management Consulting: A Response to Sorge and van Witteloostuijn

This essay responds to Sorge and van Witteloostuijn (2004) and argues that consulting firms play an important economic role in helping organizations trigger and deal with change. Sorge and van Witteloostuijn claim that management consultancy is a business in which clients buy into hype-driven and unsubstantiated advice, and they imply that consultants yield returns from short-term opportunism based on information asymmetries. We propose that clients have several sources for assessing consulting service quality, and word-of-mouth effects discourage short-term opportunism of consultants. We also question Sorge and van Witteloostuijn's view that the need for organizations to change is largely a myth. We present data on economic changes over the last three decades to which firms had to respond and continue to do so. Accordingly, we argue that the continuing demand for consultancy is genuine, rather than induced by hype.