Essays on service productivity: theoretical foundation and selected empirical studies
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| Format: | Thesis Book |
| Language: | English |
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München
FGM-Verlag, Verlag der FGM Fördergesellschaft Marketing e.V. an der Ludwig-Maximilians-Universität München
[2015]
|
| Series: | Schriftenreihe Schwerpunkt Marketing
86 |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XVI, 330 Seiten Illustrationen 22 cm |
| ISBN: | 9783945496060 |
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| 245 | 1 | 0 | |a Essays on service productivity |b theoretical foundation and selected empirical studies |c Marcus F. Demmelmair |
| 264 | 1 | |a München |b FGM-Verlag, Verlag der FGM Fördergesellschaft Marketing e.V. an der Ludwig-Maximilians-Universität München |c [2015] | |
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Record in the Search Index
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| adam_text | OVERVIEW
A) PREFACE 1
B) ARTICLE
I
EXAMINING SERVICE PRODUCTIVITY
- THEORETICAL PERSPECTIVES, AN INTEGRATIVE FRAMEWORK,
EMPIRICAL EVIDENCE, AND AVENUES FOR FUTURE RESEARCH 17
C) ARTICLE II
WHEN THE JOURNEY IS THE REWARD
- A FUZZY-SET COMPARATIVE ANALYSIS OF SERVICE
PRODUCTIVITY
CONFIGURATIONS 95
D) ARTICLE III
NAVIGATING THROUGH DIRE ECONOMIC TIMES
- INVESTIGATING DETERMINANTS AND MODERATING INDUSTRY
FACTORS OF A STRATEGY OF REDUCED INTERNAL EFFICIENCY ON
CUSTOMER SATISFACTION AND FIRM PERFORMANCE 161
E) CONCLUDING THOUGHTS 241
F) APPENDICES 247
G) BIBLIOGRAPHY 283
HTTP://D-NB.INFO/108000811X
TABLE OF CONTENT
TABLE OF CONTENT
TABLE OF CONTENT I
LIST OF TABLES IX
LIST OF FIGURES XII
LIST OF APPENDICES XIV
LIST OF ABBREVIATIONS XV
A. PREFACE 1
1. RELEVANCE: THE SERVICE REVOLUTION 2
2. SERVICE PRODUCTIVITY AS A RESEARCH TOPIC 5
3. GOAL, STRUCTURE, AND CONTRIBUTION OF THIS THESIS 10
4. RESEARCH-THEORETIC VIEW OF THE AUTHOR 14
II
TABLE OF CONTENT
B. ARTICLE I: EXAMINING SERVICE
PRODUCTIVITY 17
0. ABSTRACT 18
1. INTRODUCTION 19
2. WHAT IS MEANT BY SERVICE PRODUCTIVITY ? 21
2.1. THE NEO-CLASSICAL UNDERSTANDING OF PRODUCTIVITY 21
2.2. THE PRODUCTIVITY
PARADOX AND SERVICE CHARACTERISTICS 22
2.3. DEFINITION OF SERVICE PRODUCTIVITY 26
3. CORE THEORETICAL PERSPECTIVES ON
SERVICE PRODUCTIVITY 29
3.1. THE PRODUCTION-THEORETIC VIEW 30
3.2. THE MARKET-BASED VIEW 33
3.3. THE RESOURCE-BASED VIEW 35
3.4. THE CUSTOMER-ORIENTED VIEW 37
3.5. THE VALUE-ORIENTED VIEW 40
3.6. COMPARATIVE INTEGRATION OF DIFFERENT VIEWS 41
3.7. CONCEPTUAL FRAMEWORKS ON SERVICE PRODUCTIVITY 44
4. TOWARDS AN INTEGRATIVE
FRAMEWORK 47
4.1. THE SERVICE POTENTIAL
[I] 51
4.1.1. THE PROVIDER S SPHERE [1] 51
4.1.2. THE CUSTOMER S SPHERE [2] 53
4.2. THE TRANSDUCTION [II] 53
4.2.1. THE SERVICE ENCOUNTER[3] 54
4.2.2. DEMAND QUANTITY AND HETEROGENEITY [4] 55
4.2.3. THE SERVICE RESULT [5] 56
4.3. THE SERVICE OUTCOME
[III] 56
4.3.1. THE OUTCOME FOR THE
EMPLOYEE [6] 56
TABLE OF CONTENT III
4.3.2. THE OUTCOME FOR THE CUSTOMER [7] 57
4.4. THE OUTCOME FOR THE ORGANIZATION
[8, 9] 58
4.5. FEEDBACK LOOPS 58
4.5.1. LEARNING BY EMPLOYEES [FL 1:6 -* 1.3] 59
4.5.2. LEARNING BY CUSTOMERS [FL 2: 7 ** 2] 59
4.5.3. CO-MARKETER [FL 3: 7 * 4] 60
4.6. EXOGENOUS FACTORS 60
4.6.1. SERVICE TYPE AND STRATEGY [A] 60
4.6.2. INDUSTRY [B] 61
4.6.3. MACRO-ECONOMIC ENVIRONMENT [C] 62
4.6.4. EXTERNAL EFFECTS [D] 62
5. STATUS QUO OF THE EMPIRICAL
LITERATURE 63
5.1. MOTIVATION AND SCOPE OF THE
META-ANALYSIS 63
5.2. RESULTS AND DISCUSSION OF THE
META-ANALYSIS 65
5.2.1. OVERALL RESULTS 65
5.2.2. DISCUSSION OF IDENTIFIED STREAMS AND LINKS IN THE FRAMEWORK 67
5.2.3. DISCUSSION OF THEORETICAL PERSPECTIVES 72
5.2.4. DISCUSSION OF OPERATIONALIZATION AND METRICS 74
5.2.5. DISCUSSION OF RESEARCH METHODS 76
6. A RESEARCH AGENDA ON SERVICE PRODUCTIVITY 78
6.1. IMPLICATION FOR FUTURE RESEARCH TOPICS 78
6.1.1. CORE RESEARCH DIRECTIONS 78
6.1.2. POTENTIAL. 79
6.
1.3. TRANSDUCTION AND RESULT 80
6.1.4. OUTCOME 80
6.1.5. FEEDBACK LOOPS 81
6.1.6. EXOGENOUS FACTORS 81
IV
TABLE OF CONTENT
6.2. IMPLICATIONS FOR THEORY BUILDING 82
6.3. IMPLICATIONS FOR OPERATIONATIZATION
AND RESEARCH
METHODS 82
7. MANAGEMENT IMPLICATIONS 85
7.1. RECONFIGURE VALUE CREATION 85
7.1.1. STANDARDIZE SERVICES 85
7.1.2. SHIFT VALUE CREATION TO TECHNICAL CORE [3 * 1.2] 87
7.1.3. OUTSOURCE TASK [1.1; 1.2 -* B] 87
7.1.4. MODULARIZE SERVICE
OFFER [1.2 ** 1.3, 3] 88
7.1.5. EXTERNALIZE TO CUSTOMERS [1.2, 1.3, 3 * 2] 88
7.2. INCREASE SWITCHING COSTS [B] 88
7.3. INTRODUCE TECHNOLOGY AS A LAGGARD [1.1] 89
7.4. DECREASE SHOULD EXPECTATIONS [2] 89
7.5. SELECT RIGHT EMPLOYEES
[1.3] 89
7.6. OPTIMIZE CAPACITY UTILIZATION [3] 89
7.7. OPTIMIZE FRONTLINE MECHANISM 90
7.7.1. FRONTLINE AS MOMENT OF TRUTH FOR SERVICE PRODUCTIVITY [1.1,
3].... 90
7.7.2. TRAINING OF EMPLOYEES [1.3] 90
7.7.3. TRAINING OF CUSTOMERS [2] 90
7.8. IMPROVE DELIVERED CUSTOMIZATION [5] 91
7.9. CHANGE IDEAL EXPECTATION [2; 7] 91
7.10. EVOKE POSITIVE EMOTION
[7] 91
8. LIMITATIONS 92
9. CONCLUSION 92
TABLE OF CONTENT V
C. ARTICLE II: WHEN
THE JOURNEY IS THE REWARD 95
0. ABSTRACT 96
1. INTRODUCTION 98
2. THEORETICAL PERSPECTIVES 100
3. PREVIOUS RESEARCH AND GAPS IN THE LITERATURE 103
4. A SET-THEORETIC APPROACH TO SERVICE PRODUCTIVITY 107
4.1. SET-THEORETIC FUNDAMENTALS 107
4.2. CONCEPTUAL FRAMEWORK AND DEVELOPMENT OF PROPOSITIONS 108
5. EMPIRICAL ANALYSIS 118
5.1. METHODOLOGY: QUALITATIVE COMPARATIVE ANALYSIS (QCA) 118
5.2. DATA DESCRIPTION AND MEASURES 119
5.3. CALIBRATION OF SET-MEMBERSHIP SCORES 130
5.4. ESTIMATION OF NECESSARY CONDITIONS 132
5.5. ESTIMATION OF SUFFICIENT CONDITIONS:
CONSTRUCTION OF THE
PROPERTY SPACE 133
5.6. LOGICAL REDUCTION 135
6. RESULTS 137
7. DISCUSSION 145
8. CONTRIBUTION 151
8.1. THEORETICAL CONTRIBUTION 151
8.2. METHODOLOGICAL CONTRIBUTION 153
8.3. MANAGEMENT CONTRIBUTION 153
9. LIMITATIONS AND DIRECTIONS FOR FUTURE RESEARCH 155
10. CONCLUSION 158
VI TABLE OF CONTENT
D. ARTICLE III: NAVIGATING THROUGH
DIRE ECONOMIC
TIMES 161
0. ABSTRACT 162
1. INTRODUCTION 164
2. PREVIOUS RESEARCH AND GAPS IN THE
LITERATURE 170
3. CONCEPTUAL DEVELOPMENT AND HYPOTHESES 175
3.1. CORE CHARACTERISTICS OF A RECESSION: DECREASING DEMAND 175
3.2. SERVICE FIRMS
INITIAL SITUATION IN A RECESSION 176
3.3. BASIC THEORETICAL PERSPECTIVES 176
3.4. ANALYSIS A: FIRM AND
INDUSTRY FACTORS DETERMINING SERVICE PRODUCTIVITY
STRATEGY IN A RECESSION 181
3.4.1. OWNERSHIP STRUCTURE: SMES AND LISTED FIRMS 181
3.4.2. FINANCIAL EQUITY 181
3.4.3. LABOR WAGE GROWTH 182
3.5. ANALYSIS B: EFFECT
OF REDUCED INTERNAL EFFICIENCY ON CUSTOMER
SATISFACTION AND INDUSTRY
MODERATING FACTORS 183
3.5.1. ELABORATING ON THE LINK BETWEEN INTERNAL EFFICIENCY AND
CUSTOMER
SATISFACTION DURING RECESSION 183
3.5.2. HUMAN-DOMINANT SERVICE INDUSTRIES 187
3.5.3. ESSENTIAL SERVICE INDUSTRIES 188
3.5.4. INDUSTRY CONCENTRATION 189
3.6. ANALYSIS C: MEDIATION:
INDIRECT EFFECT OF INTERNAL EFFICIENCY
ON FINANCIAL
PERFORMANCE VIA CUSTOMER SATISFACTION 190
4. EMPIRICAL ANALYSIS 191
4.1. THE BUSINESS CYCLE AND THE SINGAPOREAN
ECONOMY 191
4.2. DATA SOURCES 192
4.3. MEASUREMENT OF VARIABLES 199
TABLE OF CONTENT VII
4.3.1. DETERMINANTS 199
4.3.2. SERVICE PRODUCTIVITY AND BOTTOM LINE 199
4.3.3. MODERATING VARIABLES 202
4.3.4. CONTROL VARIABLES 203
4.4. MODEL DEVELOPMENT 205
4.5. MODEL ESTIMATION
PROCEDURE 207
4.6. ROBUSTNESS CHECK FOR ANALYSIS B: ALTERNATIVE
ESTIMATION BY USING THE
ABSOLUTE METRIC 211
5. RESULTS 213
5.1. ANALYSIS A: FIRM
LEVEL AND INDUSTRY FACTORS DETERMINING SERVICE
PRODUCTIVITY STRATEGY 213
5.2. ANALYSIS B: EFFECT
OF RELATIVE REDUCED INTERNAL
EFFICIENCY ON CUSTOMER
SATISFACTION 216
5.3. ANALYSIS C: MEDIATION ANALYSIS
- INDIRECT EFFECT ON THE BOTTOM
LINE 223
5.4. SUMMARY OF RESULTS 226
6. DISCUSSION 227
7. CONTRIBUTION 232
7.1. THEORETICAL CONTRIBUTION 232
7.2. METHODOLOGICAL CONTRIBUTION 233
7.3. MANAGEMENT CONTRIBUTION 234
8. LIMITATIONS AND DIRECTIONS
FOR FUTURE RESEARCH 236
9. CONCLUSION 238
VIII TABLE OF CONTENT
E. CONCLUDING THOUGHTS 241
1. GENERAL DISCUSSION 241
2. RESEARCH CONTRIBUTION 242
3. MANAGEMENT CONTRIBUTION 244
4. SUMMARY 245
F. APPENDICES 247
G. BIBLIOGRAPHY 283
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| isbn | 9783945496060 |
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| publisher | FGM-Verlag, Verlag der FGM Fördergesellschaft Marketing e.V. an der Ludwig-Maximilians-Universität München |
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| series | Schriftenreihe Schwerpunkt Marketing |
| series2 | Schriftenreihe Schwerpunkt Marketing |
| spelling | Demmelmair, Marcus F. Verfasser (DE-588)1080150099 aut Essays on service productivity theoretical foundation and selected empirical studies Marcus F. Demmelmair München FGM-Verlag, Verlag der FGM Fördergesellschaft Marketing e.V. an der Ludwig-Maximilians-Universität München [2015] XVI, 330 Seiten Illustrationen 22 cm txt rdacontent n rdamedia nc rdacarrier Schriftenreihe Schwerpunkt Marketing 86 Dissertation Ludwig-Maximilians-Universität München 2015 Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Produktivität (DE-588)4047364-8 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Dienstleistungssektor (DE-588)4012183-5 s Produktivität (DE-588)4047364-8 s DE-604 Schriftenreihe Schwerpunkt Marketing 86 (DE-604)BV000000034 86 DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=028631306&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Demmelmair, Marcus F. Essays on service productivity theoretical foundation and selected empirical studies Schriftenreihe Schwerpunkt Marketing Dienstleistungssektor (DE-588)4012183-5 gnd Produktivität (DE-588)4047364-8 gnd |
| subject_GND | (DE-588)4012183-5 (DE-588)4047364-8 (DE-588)4113937-9 |
| title | Essays on service productivity theoretical foundation and selected empirical studies |
| title_auth | Essays on service productivity theoretical foundation and selected empirical studies |
| title_exact_search | Essays on service productivity theoretical foundation and selected empirical studies |
| title_full | Essays on service productivity theoretical foundation and selected empirical studies Marcus F. Demmelmair |
| title_fullStr | Essays on service productivity theoretical foundation and selected empirical studies Marcus F. Demmelmair |
| title_full_unstemmed | Essays on service productivity theoretical foundation and selected empirical studies Marcus F. Demmelmair |
| title_short | Essays on service productivity |
| title_sort | essays on service productivity theoretical foundation and selected empirical studies |
| title_sub | theoretical foundation and selected empirical studies |
| topic | Dienstleistungssektor (DE-588)4012183-5 gnd Produktivität (DE-588)4047364-8 gnd |
| topic_facet | Dienstleistungssektor Produktivität Hochschulschrift |
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