Service Offerings Research Articles

РЫНОК КЕЙТЕРИНГОВЫХ УСЛУГ И ОСОБЕННОСТИ ЕГО УЧЕТА

This article explores the organization of accounting for catering services, which includes both catering and comprehensive service offerings for company employees at locations specified by clients. The demand for catering services is on the rise, fueled by heightened competition and significant socio-economic impacts stemming from the Covid-19 pandemic. In Kazakhstan, corporate clients represent the primary consumer group for catering services, making up 70% of all orders. The article examines the current landscape and future potential of the catering sector in Kazakhstan, identifying key segments such as catering services, corporate offerings, and in-flight catering. It also addresses the legal regulations as well as the documentation, synthetic, and analytical accounting methods relevant to transactions in this field. The findings of this study are practically beneficial for catering businesses, particularly concerning specific documents and accounting entries. With the expansion of catering services in local enterprises and ongoing social contact restrictions due to the Covid-19 pandemic, there is a pressing need to enhance methods and types of catering service delivery, along with the accounting for related expenses.

Do all complain the same? Examining the role of luxury hotels reviewer attributes using text mining

Purpose Although extant studies found the determinants of customer complaints in luxury hotels, comparison of complaint severity using reviewer characteristics (nationality, reviewer type and expertise) is limited. This study aims to identify the variation in customers’ complaint attributes among different customer categories. Design/methodology/approach This study tried to address this gap by using structural topic modelling and text mining techniques to find the sentiment score, word count, complaints attributes and severity score. The research sample covers luxury hotels in India, and online review text and their associated data has been collected and analysed. Findings The authors found that leisure customers wrote lengthier reviews and complained about the facility-related aspects (valet parking, entertainment and amenities) and food-related aspects (food variety, service and menu) while the business customers’ complaint severity score is more on salient aspects (room size, bathroom and staff related services). The international customers wrote lengthier reviews and complained more about the facility-related aspects (amenities, pick-up and entertainment) and core service offerings (stay experience, bathroom, dirtiness and complaint resolution). Whereas domestic customers complained more about stay-related aspects (food variety, quality, services, staff behaviour and stay experience). Also, this study used correlation analysis to find the dependencies between topics and uncovered underlying patterns, trends and associations, aiding in a deeper understanding and interpretation of the complaints. This study can help service providers tailor their services based on customer attributes to ensure maximum customer satisfaction. Originality/value The findings of this study can enable hotel service providers to customise their services based on customer attributes to reduce dissatisfaction among customers and promote customer loyalty. The findings of this study can also be used to devise differential promotional strategies for different types of customers.

Maintenance plan adaptation based on health ratings of servitised machines through a fleet-wide machine clustering method

The increased requests for value-added services to integrate product performance push manufacturing companies to extend their service offerings to meet customers’ needs. In this context, maintenance planning can leverage new possibilities offered by digital technologies for data analytics services. The present research then proposes an approach for maintenance plan adaptation based on a data-driven method applied over a fleet of machines installed in different production sites. The method relies on collaborative prognostics to develop a clustering of machines’ behaviour aimed at providing the health ratings of the machines and the subsequent maintenance plan adaptation due to the deviation from the expected behaviour. The method is adopted from the perspective of an Original Equipment Manufacturer, as part of a transformation path towards an advanced provision of digitalization for maintenance service offerings. The method is validated in the context of two lines at selected customer’s premises. This demonstrates the viability and effectiveness of adapting the maintenance plans thanks to the data analytics in light of the current behaviour of the machines within the lines.

Electricity user behavior analysis and marketing strategy based on internet of things and big data

This paper examines power user behavior and the design of marketing strategies, using a case study of Smart Community A. We explore how advanced analytical models are used to enhance energy efficiency and user services. First, we apply spectral clustering to refine user segmentation and identify distinct electricity consumption patterns among different groups. Then, the Hidden Markov Model (HMM) analyzes user behavior, uncovering shifts in consumption habits and enabling personalized service offerings. Next, the ARIMA model predicts electricity consumption trends, guiding grid scheduling and resource allocation. Based on these analyses, we develop targeted marketing strategies, such as dynamic pricing and energy-saving incentives, which boost user engagement and reduce energy usage. Through an IoT and big data-driven interactive marketing platform, we enhance user experience and foster a culture of energy conservation. Finally, a feedback mechanism ensures continuous improvement and maximizes the effectiveness of the marketing strategies.

A Case Study Analysis of Library Services for Adults Experiencing Chronic Homelessness in Harrison County, Mississippi

ABSTRACT The author partnered with the Harrison County Library System (HCLS) to create a multilevel program plan for expanding library services to the growing number of homeless people who seek refuge in the library’s facilities. The research for this program plan involved evaluating existing library resources such as collections, programming, and available staff resources; identifying the best practices for providing services to people experiencing homelessness; identifying staff perceptions of working with the homeless; and identifying potential partners for expanded service offerings. The author used document analysis to research data on the library system (IMLS 2021 and reviewed library policy to identify barriers to providing service for the homeless. The author applied qualitative and humanistic research methods involving personal narratives (scenarios) provided through two separate one-on-one interviews with the library director to discuss the library system in general, and one one-on-one interview with six library staff working in the three libraries with the highest use by people experiencing homelessness. This paper discusses the findings from this mixed methods research project and their application to expanding services for chronically homeless patrons who use the HCLS.

Sunfuel Electric: charting a differentiated go-to-market-strategy in the EV charging space

Learning outcomes After completion of the case study, students will be able to understand the service offerings within the nascent electric vehicle (EV) sector and end-consumer needs of EV charging services, understand the reasoning behind Sunfuel Electrics (SFEs) prioritisation of destination charging for their first go-to-market (GTM) strategy and appreciate SFE’s use of community marketing and alliance partners to execute its various strategies. Connect game-theory with the proposed strategies. Case overview/synopsis SFE was an early start-up in EV charging space. The co-founders believed that any success would hinge on their ability to play a differentiated game and carve a distinct yet profitable niche in the EV charging arena. SFE deliberately focussed on “destination charging” and identified a segment that they were confident of making a difference: the discerning high-end consumer. Soon, SFE’s success caught the eye of its deep-pocketed competitors who also entered the same space. As a single service company, the co-founders set in motion a back-up plan and identified three new strategic thrust areas to maintain SFE’s competitive edge. The first involved entering the city charging segment, and the second was a pioneering concept branded “E-Trails” targeted at a community of EV owners who were motor enthusiasts. Thirdly, SFE conceptualised an EV-Roadhouse concept, promising a full-bouquet of select premium services at a pit-stops along the highway. The co-founders needed to test which and to what extent would these initiatives would translate into real gains and if returns were commensurate with investments and SFE’s ability to deliver a scalable consistent experience. Specifically, if these proposed asset-light avenues added the required heft to their GTM strategy. Complexity academic level This case study is suitable for post-graduate students in marketing, strategy, entrepreneurship and sustainability courses. Supplementary materials Teaching notes are available for educators only. Subject code CSS 8: Marketing.

Banking Preferences and Perceptions Among College Students: A Study on Influential Factors and Service Satisfaction

This study investigates customer perceptions of their choice of bank among college students, focusing on factors influencing their banking decisions. Through a survey of 150 respondents, the study reveals that most students prefer commercial banks, valuing service quality and security. The majority have not utilized bank loans or relief measures during the COVID-19 pandemic. Dissatisfaction with service or limited options are common reasons for considering a bank switch. While respondents generally rate their banks positively, there are varied opinions on employee behavior, individual attention, and operating hours. The findings indicate that while overall perceptions are favorable, there is room for improvement in specific service aspects. This research provides insights into student banking preferences and highlights areas for banks to enhance their service offerings.

Evaluating The Implementation of The Newa Concept To Sustain Hotel Occupancy at Sanctoo Suites & Villas

Purpose: This research examines implementing the NEWA concept to maintain occupancy at Sanctoo Suites & Villas. The hotel industry faces significant challenges sustaining occupancy levels due to fluctuating demand and intense competition, exacerbated by the COVID-19 pandemic. The research originates from the need to enhance occupancy rates, which are critical for the hotel's success. It addresses the problem of fluctuating occupancy rates and aims to develop effective improvement strategies. Research methods: This mixed-method research employs a qualitative approach supplemented by quantitative methods and the Servqual model, conducted over six months. Data collection methods include interviews, surveys, observations, document studies, and Focus Group Discussions (FGDs) involving executive management and hotel staff. Results and discussion: The research highlights a unique marketing concept aimed at delivering new extraordinary experiences while maintaining guest satisfaction. It underscores the importance of a comprehensive approach integrating high-quality service and innovative offerings to meet diverse guest needs. This strategy enhances the hotel’s market competitiveness and ensures long-term success. Key components of the implementation include personalized guest experiences, an efficient booking system, and a proactive marketing strategy emphasizing the NEWA (Nature et al. & Adventure) concept. Implication: The findings demonstrate that implementing NEWA can significantly benefit hotel occupancy, providing valuable insights for industry practitioners.

Customer Segmentation by using Annual E-Invoice Data

As businesses navigate the digital landscape, the proliferation of electronic transactions has led to an abundance of valuable data that can be harnessed for strategic decision-making. This study explores the application of CRM and RFM analysis for customer profiling and segmentation, utilizing e-invoice data as a rich source of information. By leveraging these advanced statistical techniques, the research aims to uncover hidden patterns within electronic transaction records, allowing for the identification of distinct customer segments based on their purchasing behavior. The methodology involved collecting and pre-processing one year of e-invoice data from Fit IT Company, followed by applying statistical models to uncover underlying structures and relationships. Furthermore, the research examines the implications of customer segmentation on marketing strategies, customer relationship management, and personalized service offerings. CRM and RFM analyses were performed on the annual sales data obtained as a result of e-invoice usage service to customers. When the results of the analysis were analyzed, the number of transactions belonging to the sender, recipient, and parties in the top 10 every month were extracted. It has been demonstrated that customer segmentation can be conducted more comprehensively by using CRM and RFM analyses together. While CRM analysis focuses on transaction volume and customer relationships, RFM analysis provides a more detailed perspective on customer behavior by evaluating purchase frequency, recency, and monetary value. In the study, by analyzing e-invoice data through these two methods, the most valuable customer groups were identified, and how strategic marketing approaches can be developed for these groups was illustrated. The combined use of CRM and RFM analyses allows for more accurate customer segmentation based on both transaction volume and spending habits. This approach concludes that strategies can be developed to increase customer loyalty, optimize marketing strategies, and improve business performance.

Lifetime deals: the role of software service offering in convincing consumers

Purpose This study aims to reveal consumer purchase intentions for Software-as-a-Service (SaaS) lifetime deals and the role of service offerings in shaping these intentions. Design/methodology/approach Lifetime deals − an aggressive market penetration strategy − have the potential to allow startups to gain market share, user base and the cash necessary for growth. However, startups need to mitigate consumer concerns for which service offering design plays a key role. Drawing on expectancy-value and signaling theories, this study developed a research model and then conducted empirical research on 2,173 consumers via choice-based conjoint analysis to reveal the critical service offering attributes for consumer utility in lifetime deals in the SaaS presentation tool market context. After using the hierarchical Bayes model to derive each respondent’s part-worth utilities for service offering attributes, the hypotheses were tested via the factor score regression method. Findings The results show that the service offering attributes of low price, refund option, human support and feature updates enhance consumer utility in SaaS lifetime deals. Three of these four attributes, namely, low price, refund option and feature updates, enhance consumers' purchase intentions by reducing their concerns about the service’s performance, seller and lifespan, respectively. Originality/value This study elucidates consumer purchase intentions for SaaS services in digital marketplaces. By investigating a widespread market entry strategy − lifetime deals − it shows consumer preferences and behavior for these deals in the fast-growing online tools market. This study also shows how startups can use lifetime deals through a well-designed service offering to mitigate various consumer concerns.

Uncovering airline service quality dimensions from passengers' online reviews: A text mining approach to validate and extend Servqual

This study investigates airline service quality dimensions by employing text-mining techniques to analyse passengers' emotional responses and experiences with airlines as reflected in their online reviews. The study aims to identify the relationship between these and SERVQUAL dimensions to confirm its reliability in the airline industry and reveal new and promising dimensions of airline service quality. The study contributes to academia by enriching literature on airline service quality and text mining applications, identifying areas for enhancement, and suggesting strategic directions for continuous improvement to practitioners based on passengers' quality perceptions of airline service experiences. With a large dataset from 100 airlines obtained from Skytrax, the study offers a deeper understanding of airline service quality. It encourages using big data and text-mining techniques to explore consumer preferences. The study's findings challenge traditional models and bring out new, context-specific service quality characteristics to provide a greater understanding of passenger experiences. These give the airlines insightful guidance on improving service offerings and fulfilling customer expectations, eventually improving customer satisfaction, loyalty, and competitive positioning.

Artificial Intelligence Enabled Supply Chain Management: Unlocking New Opportunities and Challenges

This paper delves deeper into the potential of Artificial Intelligence (AI)-enabled Supply Chain Management (SCM) as a groundbreaking technology capable of revolutionizing supply chain operations and ushering in a new era of possibilities. In today's dynamic business landscape, where agility and efficiency are paramount, AI plays a pivotal role in redefining how supply chains operate. The journey commences with an in-depth exploration of AI's fundamental concepts and its manifold applications within SCM, shedding light on its adaptability across various aspects of the supply chain, from demand forecasting to inventory optimization. Moreover, this paper illuminates the myriad benefits that AI brings to SCM practitioners. These advantages encompass heightened operational efficiency through real-time data analysis, cost reduction through predictive maintenance and optimized routing and a superior customer experience resulting from improved demand prediction and personalized service offerings. However, acknowledging the transformative power of AI in SCM, we must also acknowledge the hurdles in its implementation. This paper underscores the significant challenges that organizations may face while integrating AI into their SCM processes, ranging from data quality issues and concerns regarding privacy and security to the need for domain-specific human expertise. To address these hurdles effectively, the paper proposes a comprehensive framework. This framework encompasses a holistic strategy that aligns AI initiatives with organizational goals, governance and ethics considerations to ensure responsible AI deployment, and a clear roadmap that guides the implementation journey from inception to full integration. In conclusion, this paper offers valuable insights into the opportunities and challenges that AI-powered SCM presents in the ever-evolving business landscape. By providing practical recommendations, it equips organizations with the knowledge and tools needed to successfully harness the potential of AI in their supply chain operations, ultimately paving the way for enhanced competitiveness and sustainability in the future.

Operations, financing and performance of paraguayan MSMEs in times of crisis: an analysis in the context of the Covid-19 pandemic

In addition to the health impact, as well as the impact on the economic aspects and everything related to sales and jobs, the Covid-19 pandemic has had a major influence on the operational aspects of businesses, largely due to issues related to access to financing, which resulted in variations in overall business performance. The objective of this research was to analyze how the pandemic impacted the operations and access to finance of MSMEs and its influence on their performance. For this study, the case of Paraguayan MSMEs was taken, and a total of 360 managers and/or owners of this type of companies, belonging to the industrial, commercial and service sectors, participated in the study. The quantitative method was used through the application of a digital survey sent via email and messaging networks, during the first half of 2021. Quantitative data analysis was performed by applying tests such as Pearson's Chi-square and analysis of variance. The most relevant results (on a rating scale from 1 to 5) related to operations, indicate that companies were forced to modify their product and service offerings (3.47), in addition to lowering sales prices (3.31) and implementing other adaptation activities (3.21). Regarding access to financing, it was observed that 40.3% of the MSMEs participating in the study that have requested financing obtained it under the same conditions as the previous year, while 19.9% indicated that they obtained financing, but under worse conditions, and 36.4% have not been able to access credit. With regard to performance, significant differences were found among the MSMEs, taking into account the sector to which they belong. Differences in performance were observed among those offering higher quality products (industrial sector with 3.81), those with more efficient internal processes (services sector with 3.55), and those with more satisfied clients (industrial sector with 3.96). The results indicate that Paraguayan MSMEs were able to adapt and keep their businesses operating with a certain level of success during the crisis, despite the fact that many of them were unable to access sources of financing or did so under unfavorable conditions.

SWOT Analysis as the Basis for Marketing Strategy Formulation at RSIA YPK Mandiri Jakarta to Increase Patient Visits in 2016

This study examines the SWOT analysis conducted at RSIA YPK Mandiri Jakarta to develop effective marketing strategies aimed at increasing patient visits. Facing stiff competition within Jakarta’s healthcare sector, the hospital needs to strengthen its position to sustain its operations and growth. By focusing on internal strengths, such as specialized healthcare services in maternity and pediatric care and strategic infrastructure, the hospital can address some of the challenges posed by external factors like low public perception and economic fluctuations. The analysis identifies key weaknesses, including a limited service range and underutilization of hospital resources. Opportunities for collaboration with insurance providers like BPJS and the possibility of expanding service offerings to appeal to a broader demographic are also highlighted. Recommendations include service diversification, digital marketing strategies, and enhancing patient satisfaction through improved care quality. By leveraging its strengths and mitigating threats, RSIA YPK Mandiri is better positioned to boost patient engagement and meet evolving healthcare demands.

Superapps: At the crossroads of enhanced customer experience and innovation management theories

This study focuses on one of the most notable digital innovations in recent times - the SuperApps, which synergically combine customer service, mobile usability, and integrated service offerings. Utilizing a comprehensive review of existing literature, this research explores the concept of the SuperApp, evaluates the feasibility of establishing a ranking system for SuperApps, and constructs a definitive top ten list of leading applications. Following this, the research advances to a primary investigative task, which entails a thorough analysis of academic sources to assemble and define the essential attributes that define a SuperApp, specifically revealing what essential features distinguish a mobile application as a SuperApp. To achieve these objectives, the study rigorously processes scientific articles available in the Scopus and Web of Science database, aiming to enhance the academic understanding and categorization of SuperApps within the digital technology domain. Using a bibliometric mapping methodology, which involves analysing keyword occurrences through VOSViewer, the conducted research identifies a notable academic gap in Scopus- and Web of Science-indexed documents. The analysis indicates that despite the prevalence of recent articles and academic texts, the defining characteristics of a SuperApp (commonly referred to as 'Super-App' in Scopus-indexed scholarly literature) remain inadequately explored and understood. This gap underscores the need for further empirical research to clarify the features and implications of SuperApps. Such research could enrich the body of knowledge in the above-described documents, contributing to a more comprehensive understanding in the field. Based on experiences with Scopus and Web of Science by selecting some of the most cited articles from Google Scholar, this study has compiled a six-element list that encapsulates the most crucial characteristics of SuperApps. These fundamental features are then briefly analysed and presented, linked to some of the most impactful innovation management theories linked to SuperApp concepts also presented. This offers a comprehensive understanding of their significance and functionality within the SuperApp framework.

Beyond Traditional Banking: Exploring the Influence of Technology on Depositors' Decision-Making in Bank Selection

Purpose: The banking sector is crucial for the economy, and with growing competition, banks must pinpoint factors influencing depositors' choices. This study aims to uncover how technology adoption by commercial banks plays a role in depositors' decisions. Methodology: A hybrid approached is attempted in this study to explore the phenomenon of interest. In the qualitative phase, focus group discussion was conducted on two heterogeneous groups, each with ten participants. The recorded audio was further transcribed using speech-to-text modules. A natural language processing tool has been used to identify words or phrases that are semantically related or have similar meanings to depositors’ sentiment analysis. The quantitative phase involved descriptive statistics, principal component analysis and regression analysis to explore insight numerically. Findings: Respondents expressed a generally positive sentiment toward technology in banking, influencing their selection decisions, in the qualitative phase. In the quantitative phase, significant technological aspects affecting depositors' post-selection evaluations are identified. Findings from both approaches converge on the same line. Practical implications: Findings of this study may aid decision-makers in banking industry to articulate distinct technological aspect implied in banking service delivery and better design service offerings to attract new depositors and gain competitive advantages. Originality/Value: This is the first study to focus solely on technology to explore how technology influences depositors' bank choices in the context of Bangladesh. Research Limitations: Significant parts of several conversations were sorted out for sentiment analysis. If it was possible to consider all relevant statements of the focus group discussion for sentiment analysis, it might convey a more pertinent sentiment score.

Examining the dynamics of mobile banking app. Adoption during the COVID-19 pandemic: A digital shift in the crisis

Mobile banking applications (apps) have become crucial in maintaining financial services accessibility during the COVID-19 pandemic. This study leverages the Unified Theory of Acceptance and Use of Technology (UTAUT) to examine Malaysian millennials' behavioral intentions toward mobile banking app adoption, aiming to aid banks in developing targeted strategies to expand their user base. Data collection was conducted from October 2020 to February 2021 during the peak of the COVID-19 pandemic. A survey was administered to 270 respondents using convenience and snowball sampling methods. The Sequential Least Square method was used for the analysis. Our findings reveal that performance expectancy, effort expectancy, trust, and personal innovativeness significantly influence mobile banking app adoption intentions, whereas social influence and facilitating conditions do not. Demographic factors also modulate these relationships to varying degrees. These insights contribute to theoretical discussions on technology adoption and offer practical guidance for banks looking to enhance their digital service offerings in a post-pandemic landscape. This study underscores the shifts in consumer behavior triggered by the pandemic and highlights the ongoing potential for digital banking growth in Malaysia.

Customer Churn Prediction for Life Insurance Using Binary Logistic Regression

One of a major problem for many industries including life insurance is customer churn. Because insurance contracts are often renewed every year, insurance businesses have a much harder time retaining customers than other businesses. The main objective of this research is to mitigate expected customer loss and retain potentially lost customers by increasing incentive product and service offerings on behalf of PT. XYZ Insurance, one of the life insurance companies in Indonesia which was founded in 2008. With a total of 123,982 policyholder data were included in the data set for this research, which covers a one-year data period as of December 2022. These data include details about the insurance holder, age of the insured, payment frequency, tenor, premium, and the product chosen by the policyholder of customers at PT. XYZ Insurance. In this research, the data is processed based on binary logistic regression in SPSS, where the data is processed in such a way as to produce output that meets the researchers' expectations. From the results of this research, there are around 16,951 insurance customers who have the potential to churn customers. So, company must implement customized value propositions based on research findings to help retain customers and reduce churn rates effectively in the competitive insurance market. Then the results of this research can also be used to target identified customers in marketing campaigns aimed at reducing churn rates while increasing profitability

Peran Kepuasan dalam Memediasi Hubungan Kualitas Pelayanan dan Harga pada Loyalitas Pelanggan di E-Commerce Shopee

The development of marketing today is no longer limited to time and space. This condition is caused by technological advances that are very supportive of conducting marketing activities in a wider scope. Both for service and non-service offerings. Along with the growth of demand by consumers through online, market place platforms have emerged that offer various consumer needs. So there is sharp competition among sellers. These conditions require companies to pay attention to the satisfaction felt by consumers which will ultimately create loyal consumers. The company should also consider the different elements that influence it. The focus of this research is to analyze how customer satisfaction mediates the relationship between service quality and price on loyalty. The sample involved was 80 Shopee e-commerce customers. Data testing includes, data quality test, classic assumption test, outlier test, and path analysis. A significant discovery is that satisfaction does not serve as a mediator in the relationship between service quality, price, and customer loyalty.

Variability and Challenges in Pulmonary Rehabilitation Practices across India: Insights from a Nationwide Survey.

Pulmonary rehabilitation (PR) is vital for managing chronic respiratory diseases. This study aimed to assess PR practices in India, focusing on quality standards, provider affiliations, service offerings, and structural components. A survey was conducted among Indian cardiopulmonary physiotherapists via WhatsApp, Facebook, and Gmail, covering demographics, structural, process, and outcome quality indicators, and PR delivery challenges. Of 50 respondents, 54% were affiliated with educational institutions, and 46% with private establishments. Significant variability in PR practices was observed, primarily in urban areas. Key challenges included limited awareness, accessibility issues, inadequate interdisciplinary teamwork, and lack of standardization. Structural elements varied, with inconsistent team compositions and uneven resource distribution. Only 36% of centers conducted regular audit meetings, and many lacked essential emergency equipment. The survey highlights the need for standardized protocols and national guidelines to improve PR service consistency and quality in India. Emphasizing multidisciplinary teams, regular audits, and comprehensive data collection can enhance PR delivery and outcomes. Further research is needed to develop robust, evidence-based PR programs across diverse settings in India.