Service Profit Research Articles

Measuring Behavioural Aspects of Quality in an Enterprise A Study of Indicators Using the Slovak SMEs to Track Behavioural Aspects of Quality

Abstract Problems that occur in enterprises are not always caused by risks from the external environment. Behaviour of employees, as well as their response to risks, has a great impact on problem occurrence, while among the risk factors that can be influenced are those on the inside of the enterprise, one of the crucial ones being the management of behavioural aspects of quality. The core of the article is its empirical research, i.e. the analysis of findings from a questionnaire, the objective of which was to identify the indicators that enterprises use to measure behavioural aspects of quality, and thus prevent potential risks in quality management. When evaluating the research results, we used methods of testing statistical hypotheses, and methods of descriptive statistics and data visualisation. The statistical program SPSS, version 25, was used to evaluate the collected data, while in testing the formulated hypotheses, the level of significance was determined at 0.05. Based on the research findings, we may claim that Slovak small and medium enterprises (SMEs) tend to track financial rather than behavioural indicators. It was also revealed that the more developed the behavioural component of an employee profile, the more frequently the behavioural indicators are tracked in the given enterprise. Among the most tracked indicators are service profitability, the enterprise’s profit rate of growth, the behaviour of employees in the workplace and the productivity of labour from a timeframe point of view.

Effect of Conflict Management on Profitability and Employee Performance of Deposit Money Banks in Ekiti State

The study examined effect of conflict management osn profitability and employee performance of deposit money banks in Ekiti state. Descriptive survey research design was adopted. The population size for this study consists of 773 members of staff in all deposit money banks in Ekiti state. The sample size for the study consists of 773 total populations since it was not cumbersome to cover. A well structure questionnaire was used to collect data for the study. The face and content validity of the instrument was ensured by experts. The data collected from the pilot study was calculated using Cronbach’s Alpha techniques and Reliability co-efficient 0.80 was obtained and the co-efficient were considered high enough for reliability. From the 773 total questionnaire distributed, 58 were not returned as some were not properly filled. The research question was analysed with Descriptive statistics such as frequency count, mean and standard deviation. Analysis of covariance (ANCOVA) was used to test the hypothesis formulated at 0.05 level of significance. The finding revealed that conflict management has significant effect on the profitability and employee performance in deposit money banks in Ekiti state. The study concluded that in the money deposit bank, if conflict is not well managed, it will have negative effect on the portability and employees’ performance. The outcome of this study led to this recommendation among other that: A well packaged and thorough bred organizational culture should be made to improve on the styles in handling conflict in banking industries in order to improve profitability and quality of services, as well as promoting better human relations between management and employees.

Intellectual capital, profitability and market value of financial and non-financial services firms listed in Ghana

Intellectual capital, profitability and market value of financial and non-financial services firms listed in Ghana

ICT as a Re-Engineering Strategy on Claim Settlement in Some Selected Insurance Companies In Nigeria: The Pandemic Experience

Purpose: This study addresses the effect of ICT on the relationship between re-engineering and the performance of some selected insurance companies in Nigeria. It emphasizes the need to ensure that insurance companies achieve substantial improvement in performance via viable IT infrastructure to modernize all business processes. Design/Methodology/Approach: The study adopted a survey design, utilizing a sample of 350 respondents from two selected insurance companies in the southwest geopolitical zone of Nigeria. A questionnaire was used for the collection of data. The data analysis was conducted using the percentage formula and SPSS version 20. Findings: The research revealed that there is a significant relationship between ICT and operational performance of the insurance companies, the increase in the use of many ICT tools has proven to be caused by lockdown, which implies insurance companies should endeavor to provide updated ICT facilities to enable good quality service delivery and profitability. Technological innovations through ICT enabled the insurance industry to set up efficient delivery channels, which has capacitated the sector to solve the problems that are posed by the new change. ICT tools aided supervisors, employees, and managers in decision-making. Operational resilience became the proactive measure made by the insurance sector to ensure responsive, adaptable, and scalable services for the insured and stakeholders. Research limitation/Implication: This study exhibits practical implications for the financial service provider, as the manager and the insurer (Insurance companies) can be encouraged to find the best approach to redesign strategies and adopt basic IT facilities to automate business activities for optimal productivity and profitability. Coronavirus epidemic has created the need to emphasize the importance of making provision for a viable digital infrastructure, which ensures business continuity and customer retention, and there should be a collaboration between the financial service providers and implementing alternative delivery channels to achieve a thorough transformation that will strengthen the insurance sectors. Originality/value: This study furthers strengthens and validates the use of technology and the relevance of re-engineering in operational re-enforcement for increased efficiency and effectiveness of insurance services. The improvement in business process re-engineering is driven by ICT, and as a re-engineering enabler, enhances performance that could lead to competitive advantage and a great priority for insurance companies to gain more control over the final market and good customer relationship, by offering quality services, superior value to the services, affordable price, unique customization and consultation.

Model za brendiranje zdravlja zasnovan na pristupu pružalaca usluga

Introduction/Aim: A strong brand reduces costs, increases customer satisfaction with the quality of services and the effectiveness of services. Therefore, this study was conducted to present a model for health branding with a service providers' approach. Methods: This qualitative-quantitative study was conducted in 2020. The statistical population of the study was selected for the qualitative stage and included 20 academic and organizational experts using the Delphi technique and the quantitative stage included 415 service providers of the staff health centers. The validity of the questionnaire was confirmed by face, content, construct validity and its reliability was confirmed by Cronbach's alpha of 0.96. Quantitative data were presented by EQS software version 6.1 with confirmatory factor analysis and using structural equations. Results: The results of factor structure in healthcare branding based on six main themes of competitive position, brand equity, brand accessibility, brand consolidation in the minds of clients and the market, branding strategies, and consumer-brand relationship with 19 sub-themes based on the perspective of service providers (CFI = 0.9, TLI = 0.8, RMSEA = 0.08, SRMR = 0.05) had a good fit and the internal consistency of the items reached significant levels. Conclusion: To take an effective step in health branding, one can achieve competitive advantage and provide high-quality and profitable health services with the help of service providers through adopting and strengthening competitive position, equity, accessibility, brand consolidation in the minds of clients and the market, branding strategies, and consumer-brand relationship.

Актуальні питання активізації розвитку зеленого туризму в Україні

The reorientation of Ukrainian vacationers to the domestic tourist market due to the COVID-19 global pandemic has created additional demand for specific types of tourism, among which green tourism occupies a vital place. At the same time, although it is easy to find acceptable options for green recreation, there are still many controversial and uncertain points in this area of tourism. The article is devoted to the study and comparison of expert opinions with actual analytical data to form a system of measures to enhance the development of domestic green tourism. The methods of economic-statistical modelling, dialectical and abstract-logical methods, bibliometric analysis, graphic method of scientific research are used in work. The article considers the work and approaches of scientists and international organizations to determine the nature, subjects and specifics of green tourism. With this in mind, our approach to interpreting the definition of “green tourism” has been formed. The author presents the analytical data on the effectiveness and directions of green tourism the potential number of tourists focused on green recreation. Expert opinions on the prospects and problems of green tourism development in Ukraine are presented. Emphasis is placed on the available tools of state regulation of the studied sector and the international practice of green tourism regulation. Considering all the above, the problematic factors that cause the most significant deterrent effect on the development of domestic green tourism have been identified in the author’s opinion. Using the methods of economic and statistical modelling, the relationship between thevolume of capital investment in tourism and the profitability of tourist services is proved. The system of measures proposed by the author to increase the investment attractiveness of green tourism in Ukraine is substantiated and presented. The need to improve the quality of green tourism in Ukraine was emphasized.

Financing Entrepreneurship in Post-Covid-19 Era: The Islamic Banking and Finance Option

Entrepreneurship is the bedrock that propels the development and growth of the economy. Unfortunately, access to finance is the major obstacle faced by entrepreneurs. Conventional banking does not support innovative and dynamic ideas driven by entrepreneurs. They are required to pay back loans with interest collected from conventional banks without regard to the success or failure of their venture. Islamic bank has come to the rescue of entrepreneurs through its inventive Profit and Loss Sharing (PLS) products and services. The objective of this study was to highlight features and products of Islamic banking and finance that are suitable for entrepreneurship. The study was a conceptual and adopted method of reviewing existing literature on financing entrepreneurship and its challenges. The authors concluded that Islamic finance provides a better alternative to conventional finance and provides stability and sustainability to entrepreneurs. The study recommended that government should support and encourage entrepreneurs to cooperate with Islamic banks. There should be continuous public education, especially of the youth on skill acquisition through entrepreneurship centers. The study has implications for the government, policymakers and other stakeholders responsible for providing palliatives to the citizens in the post-covid-19 pandemic. Islamic finance is more aligned and supportive of entrepreneurship, especially through its profit and loss sharing financing.

ICTs INCLUSION FOR BUSINESS GROWTH IN THE DIGITAL AGE: THE SOCIAL MEDIA PERSPECTIVE

The organized effort and activities involving two or more individuals with the sole aim of exchanging goods and services either for profit or satisfaction of needs has been in existence about some centuries of years ago through the introduction of the trade by barter system of trading. Over the years, this and other traditionally metamorphosed mode of business transaction are faced with numerous challenges, thus hindering business growth despite the changes in the mode and manner adopted by organizations towards performing business transactions. However, the 21st century has thus provided a better, safer, improved and more secured means of engaging business transactions for successful business growth with the invention of Information Communication Technology (ICTs). In this sense, the main objective of this paper is to share and present the possibilities of improving marketing strategies with social media advert analytics using new and emerging ICTs in supporting and ensuring successful business growth.

Improving paratransit service: Lessons from transport management companies in Nairobi, Kenya and their transferability

Paratransit is the dominant form of public transport throughout cities of the Global South. Many of these cities recognize the negative characteristics of paratransit services stemming from competition in the market and have attempted to undertake reforms aimed at addressing these negative aspects. Comprehensive replacement of paratransit with bus rapid transit systems is a common reform approach, but the transition from atomized paratransit operators to formalized vehicle operating companies has proven more difficult and time-consuming than anticipated. In addition, high operational costs for BRT systems, especially when compared to paratransit services that impose no direct operational cost to government, are unsustainable burdens on limited budgets. Acknowledging these challenges, the City of Cape Town, South Africa has reevaluated this comprehensive replacement approach and recognized a continued role for paratransit in a hybrid public transport network. There remains the question of alternative approaches for improving paratransit service quality; the case of transport management companies (TMCs) in Nairobi provide an interesting model. The TMC structure improves passenger service quality by employing drivers on a salaried basis, managing operations collectively, and monitoring service delivery while maintaining profitable (subsidy-free) service. Therefore, this model appears to be a viable alternative reform approach for Cape Town and other cities in similar situations. This paper details the TMC structure, benefits for stakeholders, and discusses its potential as an alternative public transport reform path.

Should we teach in hybrid mode or fully online? A theory and empirical investigation on the service–profit chain in MBAs

Should we teach in hybrid mode or fully online? We examine the teaching model's role (hybrid versus fully online) in the service–profit chain in higher education institutions using survey data from 93 faculty members and 366 students from three American universities. We find that faculty members’ satisfaction and the MBA program expectations improve MBA word-of-mouth by enhancing the MBA quality, MBA value, class satisfaction, and MBA loyalty. Additionally, we discover that the hybrid teaching model more strongly reinforces this chain of effects than the fully online model. IT creates the integration of differential value into a hybrid teaching style.

Payback of natural gas turbines: A retrospective analysis with implications for decarbonizing grids

The low capital cost, low lead times, and flexible operation of natural gas combustion turbines are qualitatively different from other power generation technologies and have the potential for faster investment payback. We explore this hypothesis with a retrospective analysis of natural gas combustion turbine economics in six locations, with revenue from energy, frequency regulation, reserve, and capacity markets. Using historical data, we find payback periods from 8.5 to 15 years. Gas turbines can be financially justified with a single profitable decade of service and are thus more economically compatible with a decarbonizing grid than other types of fossil fuel infrastructure. • Gas turbines have the potential for faster investment payback than most generators. • In a retrospective analysis, we find gas turbine payback periods of 9–17 years. • Low natural gas prices and profitable ancillary services support turbine economics. • Energy storage can compete with gas turbines in the future, though imperfectly.

Satisfacción del servicio de telemedicina en pacientes con artritis reumatoide

IntroductionInformation and communication technologies (ICT) have made it possible to provide the population with accessible, profitable, and high-quality healthcare services in different pathologies. It is important to conduct an evaluation of the satisfaction of users who use telemedicine who require frequent monitoring as in the case of chronic diseases such as rheumatoid arthritis; this is also important for insurers. ObjectiveThe objective of the study was to evaluate the degree of satisfaction with telemedicine care among patients with rheumatoid arthritis from a health provider entity in Colombia. Materials and methodsAn observational, descriptive cross-sectional study was carried out, patients older than 18 years with a diagnosis of rheumatoid arthritis who received telemedicine care on more than one occasion were included, telephone surveys were carried out in which the SERVQHOS questionnaire was applied to evaluate the quality of the health service; A dissatisfied patient was defined as one with an average response of 3 or less in the questions of the questionnaire, and a very satisfied patient when the average was 4 or more. The primary objective was to determine the degree of satisfaction of a cohort and the number of highly satisfied patients. We also evaluated whether there was an association between sex, age, origin, number of consultations, socio-economic status, and educational level with a high rating by very satisfied patients. ResultsA total of 243 patients were evaluated. Evaluation of satisfaction with the telemedicine service in rheumatology showed that 92.2% of the patients were satisfied and 49% very satisfied. In the subsequent analysis, an association was found between very high satisfaction and a greater number of consultations (P=.001), people living in rural areas (P=.03), and a higher level of schooling with a greater difference in secondary education (P=.017). ConclusionsWe found that the vast majority of patients surveyed were satisfied with the quality of telemedicine care and half were very satisfied which increases with the number of consultations, in people from rural areas and in some educational levels.

Informal Lending Practices and Profitability of Rice Retailers in Borongan City

This correlational study explored the relationship between informal lender’s practices and profitability of fifty-three (53) rice retailers in city of Borongan using a researcher-made-three part questionnaire on the business profile, level of practices among informal lenders and weekly income of the respondents. Data were sourced out from rice retailers who lent sum of money from “5-6” informal lenders, and were utilized using descriptive and inferential analysis test at .05 level of significance. Findings revealed that Majority of the respondents had been in the middle years of retailing business, used an average initial capital sourced out from their personal savings and are earning an average weekly income. The respondents’ perceived that informal lenders assess clients’ financial needs and willingness to pay without requiring collateral from them and that rice-retailers reloan due to fast processing of funds and the great customer service. Using regression analysis, year in business was found to be a significant predictor of increase in the profitability of rice retailing services. While, no significant relationship was seen between the rice retailers’ weekly net income and the level of practice among informal lenders. The researcher recommends that government and non-government agencies to provide intervention that will improve the microbusiness enterprise in the market using the help of informal and formal lending institutions and that wider scope of the study should be made to include other small business sectors that are affected by informal lenders.

The Service-Profit Chain: Reflections, Revisions, and Reimaginations

Over the past 25 years, the service–profit chain (SPC) has become a prominent guidepost for service managers and researchers. In this article, we reflect on and synthesize published research to clarify what researchers have learned about the SPC and what remains less well understood. Based on an in-depth discussion of the field, we present a revised SPC and propose multiple areas in which further research would be worthwhile, such as internal service quality as specific systems of human resource management practices, both employee and customer well-being as additional mediators, different targets of employee and customer loyalty, contingencies, and non-linear and feedback effects. We conclude by reimagining the SPC, and we discuss digital and artificial-intelligence–driven changes to the SPC’s structure. Finally, based on the insights we discuss, we inform scholars of the current state of SPC research and provide a detailed agenda for future research.

Rethinking engineering education at the age of industry 5.0

During the last two decades, profound technological changes have taken place around us, supported by disruptive advances, both on the software and hardware sides. An amalgamation of information, communication, and artificial intelligence is taking place, as well as the cross-fertilization of a wide range of concepts, referred to as the digital transformation. While the discussion on how to operationalize the new intelligent systems of the fourth industrial revolution, Industry 4.0, is still going on; the dominant characteristics of the fifth industrial revolution, Industry 5.0 – going beyond producing goods and services for profit – requires all to think and act differently. As a result of the convergence phenomenon, the boundaries between different disciplines are eroding, necessitating a thorough discussion on what engineering education should be like in the future. In this paper, after presenting a brief history of engineering education, the recent paradigm changes are discussed, which essentially stress that skills must prevail over degrees to deal with challenges posed by the trends of the fifth industrial revolution. Later, before concluding the paper four strategies are presented such as lifelong learning and transdisciplinary education (1), sustainability, resilience, and human-centric design modules (2), hands-on data fluency and management courses (3) and human-agent/machine/robot/computer interaction experiences (4).

Private Equity Acquisition And Responsiveness To Service-Line Profitability At Short-Term Acute Care Hospitals.

As private equity firms continue to increase their ownership stake in various health care sectors in the US, questions arise about potential impacts on the organization and delivery of care. Using a difference-in-differences approach, we investigated changes in service-line provision in private equity-acquired hospitals. Relative to nonacquired hospitals, private equity acquisition was associated with a higher probability of adding specific profitable hospital-based services (interventional cardiac catheterization, hemodialysis, and labor and delivery), profitable technologies (robotic surgery and digital mammography), and freestanding or satellite emergency departments. Moreover, private equity acquisition was associated with an increased probability of providing services that were previously categorized as unprofitable but that have more recently become areas of financial opportunity (for example, mental health services). Finally, private equity-acquired hospitals were less likely to add or continue services that have unreliable revenue streams or that may face competition from nonprofit hospitals (for example, outpatient psychiatry), although fewer shifts were noted among unprofitable services. This may reflect a prevailing shift by acute care hospitals toward outpatient settings for appropriate procedures and synergies with existing holdings by private equity firms.

Service Excellence in Marketing for Firms

Innovation and differentiation are imperative for companies to sustain in the competition. Innovation and differentiation are possible more in services than in physical products. It is difficult to imitate differentiation incorporated in services. The study discusses the various marketing strategies adopted by service companies and the roles played by service profit chain. Service companies adopt different initiatives to achieve excellence. These include a strategic orientation, commitment from the top management, maintaining high standards, having profit tiers, monitoring service performance, and prompt action on customer complaints. The study discusses about differentiation of services, management of service quality, and management of service productivity. The study analyzes the strategies taken by service companies to achieve excellence. Proper implementation and execution of strategies provide a direction for service companies to excel, delight their customers, and develop long-term customer relationships.

A Novel Methodology for Assessing and Modeling Manufacturing Processes

Historically, researchers and practitioners have often failed to consider all the areas, factors, and implications of a process within an integrated manufacturing model. Thus, the aim of this research was to propose a holistic approach to manufacturing processes in order to assess their status and performance to improve target indicators such as product quality. For this purpose, a conceptual model is designed by identifying areas, flows, and indicators that are relevant to the assessment of a manufacturing system. Moreover, using the conceptual model, manufacturing systems can be modeled considering all related flows and decision-making options in the respective areas of production, maintenance, and quality. As a result, this model serves as the basis for the integral management and control of manufacturing systems in digital twin models for the regulation of process stability and quality with maintenance strategies. Thus, an assessment based on the conceptual model improves the knowledge level of all elements involved in the manufacturing of a product according to the desired quality specifications. The continuous monitoring of all areas and flows together with the optimal strategies in the quality and maintenance areas can enable companies to increase their profitability and customer service level. In this context, the discussion section lists key decision aspects for the assessment and improvement of manufacturing systems, while also providing a methodological sequence to evaluate and improve manufacturing systems. In conclusion, the conceptual approach allows better decision making, ensuring continuous optimization along the manufacturing asset lifecycle and providing a unique selling proposition for equipment producers and service engineering suppliers, as well as for production and assembly companies.

Airport service quality dimension and measurement: a systematic literature review and future research agenda

PurposeThe purpose of this paper is to outline the evolution of research on airport service quality and measurement index of passenger satisfaction to explore opportunities for future research direction.Design/methodology/approachA systematic literature review was conducted involving a total final sample 27 articles published during 2000–2020, the source of the database used in this study is Emerald, ScienceDirect, Harzing's Publish or Perish with API Key based on set of inclusion/exclusion criteria for analysis and synthesis to meet the purpose of the paper.FindingsDimensions of measuring airport service quality are currently based on a process approach. There are eight dimensions of ASQ measurement practiced by the industry, which is different from the five dimensions of service quality measurement generally. There is still a theoretical and empirical gap, so one of the challenges in applying the ASQ measurement dimensions is bridging research with applications in the airport industry. Other findings, research on airport service quality measurement is currently focused on passenger satisfaction. The integration of expectation-disconfirmation theory and service profit chain models can be used in service quality, passenger satisfaction and profitability.Research limitations/implicationsThis paper seeks to contribute to and analyze limited articles on service quality at airports and identify further research areas.Originality/valueThis paper tries to explain the development of research on the dimensions of measuring service quality at airports. The author identifies a gap in airport service quality measurement dimensions used by researchers and the industry. The author believes that this study can provide a comprehensive thought on using airport service quality measurement dimensions for future research.

On Voluntary Terminations of Life Insurance: Differentiating Surrender Propensity From Lapse Propensity Across Product Types

Understanding the causes of voluntary terminations is important to the service quality, profitability, and risk management of the life insurer. This article extends the literature on the determinants of the termination propensities in four aspects. First, we decompose voluntary terminations into surrender and lapse and build models accordingly. This decomposition is important because the motives, causes, and consequences of lapse and surrender are distinct. Second, we construct models for the surrender and lapse propensities by product type. Without such construction, one would overlook the diverse motivations of buying different types of product and distinct behaviors of terminating product holding. Third, we introduce new explanatory variables (commission ratio and occupation of the insured) in modeling the propensities and these variables are found to be significant. Fourth, this is the first article on the determinants of voluntary terminations for the market of Taiwan with implications for other regions having significant Chinese people presence.