Corporate Services Research Articles

The influence of service quality, Guanxi, value co-creation and corporate image in building developers apartments loyalty toward contractors in apartment construction industry

The influence of service quality, Guanxi, value co-creation and corporate image in building developers apartments loyalty toward contractors in apartment construction industry

Corporate Social Responsibility and Service Innovation: Job Attitudes as a Mediator

This paper explores the relationship between Corporate Social Responsibility (CSR) and service innovation in Beijing’s hotel sector, emphasizing the mediating role of job attitudes. The study proposes that CSR initiatives not only enhance a hotel’s reputation but also significantly influence employee job satisfaction, organizational commitment, and engagement, which in turn drive service innovation. The framework suggests that positive job attitudes are crucial for leveraging CSR efforts to foster a culture of creativity and innovation in service delivery. Practical implications highlight the need for hotels to integrate CSR into their organizational culture and human resource management practices to maximize its impact on innovation. Future research directions include empirical testing of the model across different hotel segments and regions to further validate the mediating role of job attitudes in the CSR-innovation nexus.

Value co-creation in sustainable express delivery: intergenerational perspectives

PurposeThe express delivery industry faces challenges engaging consumers in sustainable practices. This study explores how sustainable service quality affects corporate loyalty, mediated by value co-creation (VCC) and green customer satisfaction. It also scrutinizes low-carbon knowledge as a moderator and investigates variances in VCC outcomes between Generation Y and Generation Z consumer groups.Design/methodology/approachAn empirical study involves a scenario experiment and a questionnaire answered by 596 Chinese consumers in 2023. Partial least squares structural equation modeling (PLS-SEM) tests proposed relationships. Regression analysis examines the chain mediating effect of VCC and green satisfaction, while group analysis assesses intergenerational differences.FindingsSustainable service quality positively influences consumer VCC, which in turn impacts customers’ green satisfaction and corporate loyalty. VCC and green satisfaction act as intermediaries between sustainable service quality and corporate loyalty. Low-carbon knowledge positively moderates sustainable service quality's impact on VCC. Generation Y and Generation Z show differences in the relationship between VCC and loyalty.Practical implicationsExpress delivery firms should enhance sustainable service quality and encourage consumer participation in VCC activities. This can improve consumer green satisfaction, loyalty and competitive advantages.Originality/valueThis study expands service marketing literature by clarifying VCC's role in sustainable services and offers insights into VCC's causes and effects. It proposes strategies for the express delivery industry to influence consumer behavior through sustainable service practices.

Exploring the impact of environmental dimension in corporate social responsibility on restaurants’ customer retention

PurposeThis study aims to integrate the four-dimensional corporate social responsibility (economic, legal, ethical and philanthropic responsibility) with environmental responsibility. It also aims to measure how service quality and corporate image mediate the effects of the five CSR dimensions on customer retention.Design/methodology/approachThis research employs structural equation modelling to test the proposed conceptual model. About 217 valid questionnaires were collected online from customers of restaurants in Tehran.FindingsThe results show that legal, ethical, philanthropic and environmental dimensions positively and significantly impact corporate image and service quality. Moreover, corporate image and service quality mediate the effects of the five CSR dimensions on customer retention.Practical implicationsManagers may learn that by enhancing their environmental responsibility, they are also working on increasing service quality and corporate image and, in turn, customer retention. Restaurants can differentiate themselves from competitors and attract and retain environmentally conscious customers, ultimately contributing to their competitive advantage.Originality/valueThis research extends Carroll’s dimensions by incorporating environmental responsibility, demonstrating its potential to boost service quality and corporate image for customer retention. A noteworthy contribution is introducing environmental responsibility as a novel dimension of CSR within the restaurant and food industry. Recognising the increasing importance of environmental sustainability in academic and societal discourse, it was crucial to consider the environment as a distinct aspect of this research.

The Parameter Optimization of Support Vector Machine with Genetic Algorithm in Risk Early Warning Models

Machine Learning algorithms are widely used by lenders in risk early warning models. With Machine Learning, the risk levels of individual and corporate customers are determined at the account and customer level. Lenders want to manage risk by evaluating the payment performance of customer or account with the help of Machine Learning algorithms. Banks, which have an important place among lenders, develop risk early warning models with the help of learning algorithms using customer information. In the development process of risk early warning models, while banks generally use customer information and credit bureau information for the individual segment, they use financial, non-financial and behaviour-based information for the corporate segment. In this study, it is planned to develop a risk early model for customers in corporate service segment. For the customers of corporate service segment, Balance Sheet and Income Statement items were used and the financial ratios were calculated for risk early warning models. In the development of risk early warning models, Mutual Information method was used as a novel feature selection approach and Support Vector Machine method (linear function, radial basis function and sigmoid function) was used as a supervised learning approach. By changing the neighbourhood metric (k), important patterns were discovered with the Mutual Information method in feature selection process. The optimal C and gamma parameters for Support Vector Machine models have been tried to be determined with the Genetic Algorithm, which is among the Meta-Heuristic algorithms. In order to find the optimal metrics in this study, the metric values for all parameters of the SVM model (function specific) have been kept quite wide. In this dataset of corporate service customers, the small neighbourhood metric has been found to have a significant impact on model learning and performance.

Financial Shared Service Centers and Corporate Misconduct: Evidence from China

Financial Shared Service Centers and Corporate Misconduct: Evidence from China

Customer Segmentation for Credit Card Customers : A Comprehensive Guide

This comprehensive article explores customer segmentation in the credit card industry, examining its theoretical foundations, methodologies, practical applications, and future trends. It discusses the evolution of segmentation techniques from traditional demographic-based approaches to advanced AI-driven models. The article highlights key segmentation criteria, data collection and preparation methods, and various segmentation techniques, including RFM analysis, clustering algorithms, and machine learning approaches. Case studies of successful implementations by American bankholding companies, multinational financial services corporations, and American bank-holding companies demonstrate the tangible benefits of effective segmentation strategies. The article also addresses common challenges in customer segmentation and provides recommendations for credit card companies to optimize their segmentation efforts. Finally, it explores future trends, including the increasing role of big data and AI in segmentation and the impact of evolving customer expectations on segmentation strategies.

Relationships Between Corporate Image Perception and Service Compensation Perception: A Study on Boutique Hotels in Core Cappadocia

Businesses' primary goal in providing a service is to ensure that the service is delivered correctly. Nowadays, companies face a great deal of customer pressure and are confronted with increasingly conscious consumer expectations. Service employees facing pressure can lead to errors and shortcomings in the service delivery process. In the intensely competitive environment, businesses need to pay more attention to service recovery to differentiate themselves. The literature review suggests that customer complaints affect corporate image perception. Based on this, this study investigates the effect of corporate image perception on service recovery perception. The research is designed quantitatively and the survey technique is selected as the data collection method. Local and foreign tourists staying in boutique hotels in the Core Cappadocia were included in the study. Data was obtained from 388 tourists. The analysis results indicate that the service experiences of customers at the hotel significantly influence the corporate image. Additionally, it is emphasized that hotels should develop an effective recovery strategy and respond quickly and positively to customer complaints. This study highlights the need for hotels to improve service quality and strengthen recovery policies to increase customer satisfaction and gain a competitive advantage.

The Introduction of Public Service Corporation Accounting Standards and Changes of Financial Reporting Quality and Donations by Donor Type

The Introduction of Public Service Corporation Accounting Standards and Changes of Financial Reporting Quality and Donations by Donor Type

Business intelligence and its role in raising the level of corporate services

Artificial intelligence has begun to show itself in all areas of the changing business world. With the introduction of new technologies in the digital age, business structures have to adapt to new projects and increase the productivity of business processes. The purpose of the study is to clarify the ways of using business intelligence tools to raise and increase the level of services within companies. As a result of the stated objective, we identified the following tasks: 1) to determine the role of business analytics in forming the company's development strategy; 2) to propose solutions for improving internal company services using business analytics tools; 3) to outline the framework for building business analytics (BI) within the company. This study presents the concept of business intelligence and its importance in raising the level of service delivery in companies. For this purpose, Deming's course was used, were to find and provide some solutions, represented in the final decision-making process regarding the process of improving and providing services to companies. In other words, helping the general manager to see what is hidden from the eye, depending on the data and methods of processing it. In addition to the above, the stages involved in the development process were shown in the form of a data flow diagram, which is known as the Data Flow Diagram (DFD) for the system used within the company. The results of this study are summarized as follows: а) this study presents a clear and simplified concept for solving all the tasks mentioned in this study; b) submitting a proposal to solve the problem of improving services within the company by using business intelligence tools; c) this study presents a data flow diagram that selects the appropriate agile process for that purpose; d) this study presented a partial development of the system in force in the company.

The Role of Corporate Image, Quality Service and Customer Satisfaction To Intention Behavior and Customer Loyalty

This study aims to investigate the relationship between corporate image, service quality, customer satisfaction, behavioral intention, and customer loyalty at PT Indomarco Prismatama ( Indomaret ). The research utilizes a quantitative approach with a descriptive design, involving 155 respondents selected through purposive sampling. Data were collected using an online questionnaire and analyzed using Partial Least Squares – Structural Equation Modeling (PLS-SEM). The findings indicate that corporate image positively and significantly influences customer satisfaction, which in turn influences behavioral intention and customer loyalty. Additionally, service quality is shown to positively impact both corporate image and customer satisfaction. Validity and reliability tests confirm that all variables in the model exhibit good quality. The study supports all proposed hypotheses and is consistent with previous research, highlighting the importance of corporate image, service quality, and customer satisfaction in influencing behavioral intention and customer loyalty. Managerial implications include the need to focus on enhancing service quality and strengthening corporate image to increase customer satisfaction and loyalty. Limitations of the study include the restricted sample scope to the Jabodetabek area and the use of online data collection methods. Future research is recommended to expand the sample scope and consider longitudinal approaches. Keywords: Corporate Image, Service Quality, Customer Satisfaction, Behavioral Intention, Customer Loyalty.

Demographic and pathogen characteristics of incident bacterial meningitis in infants in South Africa: A cohort study.

Bacterial meningitis is a major cause of death, with an approximate case fatality rate of 37% across all age groups in South Africa. This study aimed to describe the demographic and pathogen characteristics of incident meningitis in children aged <1 year in South Africa from 2014 through 2018, during a period when Haemophilus influenzae type b vaccine and pneumococcal conjugate vaccines (PCV) were both included in the expanded program on immunization (EPI). We conducted a cohort study of routine laboratory data in the National Health Laboratory Service Corporate Data Warehouse, which covers approximately 80% of the South African population. We defined a case of laboratory-confirmed bacterial meningitis as any person aged <1 year with meningitis diagnosed by culture and identification of a pathogen documented as being a common cause of meningitis in CSF. The cause-specific incidence risks were calculated by dividing the number of positive specimens in each age group and year by the corresponding mid-year population for children under 1 year old and those in the post-neonatal period (≥ 28 days to 365 days old). For children under 28 days old, the annual numbers of registered livebirths were used. We used Poisson regression to compare the incidence of meningitis by year. We identified 3575 (1.5%) cases of culture-confirmed bacterial meningitis from the 232,016 cerebrospinal fluid (CSF) specimens tested from 2014-2018. The highest number of cases were recorded in children aged <28 days (1873, 52.4%), male children (1800, 50.4%) as well as in the Gauteng Province (2014, 56.3%). Acinetobacter baumannii (14.9%), followed by Klebsiella pneumoniae (13.5%), and group B streptococcus (GBS) (10.7%), were the most common pathogens detected. Overall, A. baumannii had the highest incidence risk, occurring at 9.8 per 100,000 persons in children aged <1 year in 2018. Among neonates, A. baumannii peaked at 14.9 per 100,000 livebirths in 2018, while Streptococcus pneumoniae was most common in the post-neonatal period (≥ 28 days to 365 days old), peaking at 9.8 per 100,000 persons in 2014. There was an increase in the annual incidence of most pathogens over the study period. There was an increasing trend in the annual incidence of bacterial meningitis in infants caused by most pathogens, particularly A. baumannii, K. pneumoniae and GBS. In addition to increased uptake of vaccination, prevention measures to reduce nosocomial and mother-to-child transmission of bacteria could include antenatal screening for GBS in pregnant women, rigorous hygiene in the hospital environment as well as rational antibiotic use.

Impact of digital financial inclusion on economic growth: a study on Bangladesh

PurposeThe purpose of the study is to find out the impact of Digital Financial Inclusion (DFI) on economic growth [(Industrial Production Index (INDP)] of Bangladesh.Design/methodology/approachUsing the monthly data over the period 2018 M12 to 2021 M12, this study applied the Auto-regressive Distributed Lag (ARDL) model to assess the effect of DFI indicators on INDP. The secondary data was collected from the Bangladesh Bank and CEIC Global Economic Data.FindingsThe study found that the majority of DFI indicators are positively associated with INDP. From the short-run ARDL, it is seen that one unit positive increase in Point of Sales Transactions (POST) can increase the INDP by 0.055 units. From the long-run ARDL, it is seen that POST and e-commerce transactions (ECOMT) have a significant positive impact, while Automated Teller Machine Transactions (ATMT) have a significant negative effect on INDP. One unit increase in POST and ECOMT increases INDP by 0.13544 and 0.11611 units, respectively.Research limitations/implicationsDuring the era of the fourth industrial revolution, the findings will be beneficial for policymakers, financial technology service providers, manufacturers, consumers, corporations and investors as they pave the way for a more inclusive approach to financial transactions for economic growth.Originality/valueThe study’s novelty is that it explored the influential DFI indicators and shed light on both short-run and long-run relationships between the indicators and macro-economy from the context of a developing nation.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/IJSE-04-2023-0306

Fueling Trust and Loyalty Toward Oil Marketing Companies (OMCs) in Ghana: The Role of Corporate Reputation and Distribution Intensity

ABSTRACT This study examines the effect of corporate reputation – product and service quality, customer centricity, corporate credibility, and social and environmental responsibility (SER) on brand loyalty as well as the mediating and moderating roles of brand trust and distribution intensity respectively in these relationships. The study data was collected from 614 conveniently sampled customers in the downstream oil sector in Ghana, which was analyzed using covariance-based structural equation modeling. Results from the analysis indicate all corporate reputation dimensions except SER directly affect customer loyalty toward OMC brands. The findings provide insights into the intermediary role of brand trust particularly in the SER-loyalty relationship. The study also finds that distribution intensity serves as a boundary condition, strengthening the effect of product and service quality, customer centricity and corporate credibility on loyalty. These findings offer insightful implications for research considerations and actionable directions for OMC reputation-building activities that foster trust and loyalty in such a volatile and competitive sector.

Enhancing loyalty in Islamic hospitals: Exploring customer experience as mediating variables

Purpose – This study investigates the impact of service quality and corporate image on customer experience and loyalty within health institutions.Methodology – Utilizing a correlation research design, data were collected from 80 hospital patients using a purposive sampling technique. Data were analyzed using regression analysis in SPSS version 25.Findings – The findings reveal that Service quality and corporate image significantly enhance customer experience. Moreover, while service quality directly influences loyalty, the impact of corporate image on loyalty is mediated by customer experience.Implications – The study suggests Hospitals should focus on improving service efficiency, communication, and patient satisfaction in order to strengthen patient loyalty. Additionally, cultivating a positive corporate image through patient interactions can further enhance the customer experience, leading to increased loyalty. Originality – This study introduces a novel conceptual model that integrates customer experience as a mediating variable to explain loyalty dynamics in health institutions. This study's contributions are particularly relevant for hospital management, although the relatively small sample size may limit the broader applicability of the results.

The Effect of Service Quality and Company Image on Customer Satisfaction of Ubasyada Cooperative in Ciputat Market, South Tangerang

The purpose of this study is to ascertain how customer satisfaction at Ubasyada Cooperative in Pasar Ciputat, Tangerang Selatan, is influenced, both partially and simultaneously, by service quality and corporate image. Quantitative technique is the approach employed. Customers of Ubasyada Cooperative in Pasar Ciputat Tangerang Selatan made up the study's population. Probability sampling, which makes use of the Slovin formula, was the sample strategy employed. There were 97 responders in the research sample. Based on the study's findings, it can be said that customer satisfaction is positively and significantly impacted by service quality, as evidenced by the T_count value&gt; T_table or (13.300&gt; 1.986) with a significance value of 0.000 &lt;0.05. Customer satisfaction is positively impacted by corporate image, as seen by the value of T_count &gt; T_table, or (12.093 &gt; 1.986), with a significance level of 0.000 &lt; 0.05. Customer satisfaction is positively and significantly impacted by service quality and corporate image, as evidenced by the values of F_count &gt; F_table or (99.944 &gt; 3.090) with a significance level of 0.000 &lt; 0.05. The regression effect of service quality and company image on customer satisfaction is Y = 8.282 + 0.322 X1 + 0.482 X2.

How do large corporations engage with startups? The rise of corporate service providers

ABSTRACT Due to the emergence of the digital economy, traditional corporate entrepreneurship (CE) forms (i.e. corporate incubators, corporate venture capital, and corporate accelerators) have become too heavy and resource-consuming. As such, large corporations need to adopt a lightweight and flexible approach to access startups’ knowledge. Many of them have started outsourcing the CE service, demanding it from specialised service providers. In this study, we document the rise of this new form of CE, i.e. corporate service providers. Building from 25 interviews with managers of Plug and Play and GELLIFY, we analyze how these two types of service providers work concretely. Moreover, we discuss how they differ from traditional CE forms. Drawing on additional 17 interviews with large corporations and startups that have interacted through these service providers, we discuss how corporate service providers differ from previous traditional CE forms in facilitating the adoption of lightweight initiatives among large corporations to access startups’ knowledge. Accordingly, we provide theoretical contributions to the CE literature.

Migrant services and the reconfiguration of social reproduction as capital accumulation

Much of past feminist theorization of social reproduction has concentrated on the domestic sphere. However, in multiple domains such as education, childcare, elder care, health care, the delivery of goods, and migrant settlement, first the state and non-profit organizations and increasingly corporate profit-making service industries emerged as significant providers. In this transformed world of social reproduction, the initial query of feminist theorists about the relationship between social reproduction and capital accumulation must again be addressed. This return to a theorization of social reproduction in what is often considered the humanitarian sector of capitalist economies must encompass the labor of precarious workers and unpaid volunteers. Building on but going beyond the feminist debate about social reproduction, this paper explores the relationship between the public–private domain of service delivery and capital accumulation in migrants’ services. In so many instances, humanitarian activities in sectors such as migrant services have become the local face of a multiscalar migration industry. Through an exploration of the delivery of migrant services in a disempowered city in eastern Germany, the paper explicates the dynamics through which social reproduction activities are commoditized and are increasingly linked to locations and mechanisms of capital accumulation through the extraction of surplus value.

Achieving Sustainable Customer Loyalty in the Petrochemical Industry: The Effect of Service Innovation, Product Quality, and Corporate Image with Customer Satisfaction as a Mediator

Amidst the intense competition in the petrochemical industry, the determinants of sustainable customer loyalty remain underexplored. This study investigates the factors influencing corporate sustainable customer loyalty, focusing on service innovation, product quality, and corporate image, with customer satisfaction as a mediating variable. In the context of intense competition, understanding these factors is crucial for sustaining customer relationships and ensuring long-term success. The primary aim is to explore how these elements interact to shape sustainable customer loyalty. Using a cross-sectional survey method, data were collected from 120 corporate clients through structured questionnaires. The study employed Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze the relationships between the variables. The findings reveal that product quality significantly impacts both customer satisfaction and loyalty, highlighting its pivotal role in meeting customer expectations and fostering long-term relationships. While service innovation does not directly affect immediate satisfaction, it significantly enhances sustainable customer loyalty, indicating its importance for long-term engagement. Corporate image also plays a crucial role in strengthening sustainable customer loyalty, underscoring the value of maintaining a positive reputation. The study concludes that customer satisfaction mediates the relationship between product quality and loyalty, emphasizing the cyclical nature of these constructs. This research fills a notable gap in the literature by providing a comprehensive model that integrates these variables within the petrochemical industry context, offering new insights into effective sustainable customer loyalty strategies.

Empirical nexus of corporate social responsibility, service quality, corporate reputation and brand preference: evidence from Iranian healthcare industry

PurposeResearchers have widely explored and associated corporate social responsibility with firm success. Measuring the relationship between corporate social responsibility (CSR), service quality, corporate reputation, and brand preference by drawing on the stakeholder theory in healthcare industry and developing countries remains a substantial research gap.Design/methodology/approachBased on quantitative research and convenience sampling, data for the study were collected from 320 patients who have undergone treatments in 5 different private hospitals in Tehran, Iran. We analyzed the data using the Smart PLS 3.0 structural equation modeling technique.FindingsThe survey revealed that service quality and CSR are positively linked with corporate reputation, leading to brand preference in the healthcare sector. In addition, the mediating role of brand reputation in the relationship between corporate social responsibility, service quality and brand preference were confirmed.Research limitations/implicationsThe survey was performed in the context of the healthcare industry; however, additional studies are necessary to extrapolate the results to other fields, such as education and food. This research helps guide policymakers, administrators, healthcare managers, and researchers by highlighting the contribution and role of service quality, corporate social responsibility, and corporate reputation in achieving a hospital’s performance.Originality/valueTo the best of the authors’ knowledge, this study also extends research in the diverse literature by examining the relationship between CSR, service quality, corporate reputation, and brand preference by illustrating the stakeholder theory in the context of the healthcare sector.