This article was downloaded by: [Motilal Nehru National Inst of Tech]On: 22 September 2011, At: 06:45Publisher: RoutledgeInforma Ltd Registered in England and Wales Registered Number: 1072954 Registeredoffice: Mortimer House, 37-41 Mortimer Street, London W1T 3JH, UK The Service Industries Journal Publication details, including instructions for authors and subscription information: http://www.tandfonline.com/loi/fsij20 Introduction a Domingo Ribeiro Soriano a University of Valencia, Spain Available online: 29 Oct 2010To cite this article: Domingo Ribeiro Soriano (2010): Introduction, The Service Industries Journal,30:14, 2289-2292To link to this article: http://dx.doi.org/10.1080/02642069.2010.530066PLEASE SCROLL DOWN FOR ARTICLEFull terms and conditions of use: http://www.tandfonline.com/page/terms-and-conditionsThis article may be used for research, teaching and private study purposes. Anysubstantial or systematic reproduction, re-distribution, re-selling, loan, sub-licensing,systematic supply or distribution in any form to anyone is expressly forbidden.The publisher does not give any warranty express or implied or make any representationthat the contents will be complete or accurate or up to date. The accuracy of anyinstructions, formulae and drug doses should be independently verified with primarysources. The publisher shall not be liable for any loss, actions, claims, proceedings,demand or costs or damages whatsoever or howsoever caused arising directly orindirectly in connection with or arising out of the use of this material.
The Service Industries Journal Vol. 30, No. 14, December 2010, 2289–2292 Introduction By Domingo Ribeiro Soriano University of Valencia, Spain This issue contains 10 papers. Hur, Park and Kim aim to understand the dynamics among different types of beneﬁt, commitment and loyalty in the mobile telecommunications market in Korea in order to identify appropriate management strategies that may increaseDownloaded by [Motilal Nehru National Inst of Tech] at 06:45 22 September 2011 the loyalty of customers. The results show that commitment-enhancement programmes are more effective than costly incentive programmes and suggest that service providers should focus on the beneﬁts and commitment that lead to various types of loyalty behaviour. These ﬁndings are meant to assist managers in choosing the correct strategy depending on the target behaviour they wish to achieve (Beatson, Lings, & Gudergan, 2008; Bowen, 2008; Cater & Cater, 2009; Chao, 2008; Chen, Shen, & Liao, 2009; Howden & Pressey, 2008; Hu, Kandampully, & Devi Juwaheer, 2009; Jeng, 2008; Liang, Chen, & ¨ Wang, 2008; Natti & Ojasalo, 2008). The paper by Lee, Lin and Chen examines salaried customers in the wealth manage- ment division of a Taiwanese ﬁnancial institution by exploring the impacts of customers’ attributes, product transaction strategies and sales personnel. This study is aimed at assist- ing ﬁnancial institutions in applying the correct management strategy to every customer depending on individual attributes (Chen, 2009; Chiu, Jan, Shen, & Wang, 2008; ´ ´ Fandos Roig, Sanchez Garcıa, & Moliner Tena, 2009; Liang & Wang, 2008; Lin & ¸˜ Huang, 2009; Lin, Tseng, Hung, & Yen, 2009; Macas Nunes, Serrasqueiro, & Sequeira, 2009; Nadiri, Kandampully, & Hussain, 2009; Papazissimou & Georgopoulos, 2009; Yang, Tu, & Yang, 2009), a fact which is expected to increase bank proﬁts. This paper notices that customer ages and salaries only have a signiﬁcantly positive correlation in certain industries, where differentiation incentives should be offered when ﬁnancial insti- tutions are developing new salary account businesses for these industries. Finally, product transaction strategies and sales personnel have positive inﬂuences on customer proﬁtability. Shih’s study introduces the current situation of Taiwan’s ﬁnancial industries and pre- sents a literature review including competences, competitive advantage and key factors under the process of the international investment decision and internationalization. This study also reveals that a ﬁrm’s internationalization has a positive relation with perform- ance. The contribution of this research is to incorporate competence and other key factors under the international investment decision process (Kundu, Kumar, & Peters, 2008). The results show that factors, such as ‘resource’, ‘international experience’ and ‘market knowledge’ are more important than the factors ‘skill’ and ‘risk attitude’ in a given ﬁrm’s internationalization. The study by Hsieh, Shen and Lee shows analytical results demonstrating that both Asian and Latin-American banks are market seekers, while Latin-American banks are not customer followers. The purpose of this study is to construct a more complete frame- work (Chang, 2008) by answering the question of whether they are market-seeking or customer-following. The study concludes that cultural distance, the market potential of ISSN 0264-2069 print/ISSN 1743-9507 online # 2010 Taylor & Francis DOI: 10.1080/02642069.2010.530066 http://www.informaworld.com
2290 Introduction the host country and customer-following and bank advantages are the factors that inﬂuence the foreign entry mode of Asian and Latin-American banks. The paper by Chiu, Ting and Huang uses data from different tourist hotels in Taiwan to determine the operating efﬁciency of Taiwanese hotels (Lin & Wu, 2008; Seng, Kuo, & Chou, 2008). There are two major streams of research on hotel efﬁciency: parametric pro- grammes and non-parametric programmes. Most studies use the same efﬁcient frontier assumption to measure hotel efﬁciency but if this same technique is used in different types of hotels (chain-operated hotels or non-chain-operated hotels), the results obtained may be inaccurate. The paper written by Wang and Doong analyses the upsides and downsides of internet- based surveys. Some of the upsides are the cost and time savings, the much faster speed ofDownloaded by [Motilal Nehru National Inst of Tech] at 06:45 22 September 2011 data recollection and the non-existence of a geographical limitation for the respondents, while the major downside is that the lack of scientiﬁc and rigorous design of these surveys (Yang, Yang, Yeh, & Pai, 2009) can damage the validity of the data obtained and therefore its positive contribution to service industries research. This paper shows the nine basic issues for the correct development of internet-based surveys. Chang and Horng study the importance of exploring customers’ evaluations of experi- ence quality and argue that understanding how customers assess experience quality will be crucial for service providers to deliver excellent experiences (Cater & Cater, 2009; Clarke, 2009; Ekinci & Dawes, 2009). The results show that experience quality has a direct effect on satisfaction and an indirect effect on loyalty. The predictive validity of the scale is demonstrated. This study, performed in Taiwan, uses a procedure to develop an instrument of experience quality and assesses its psychometric properties. The paper by Lee, Liang and Liu aims to examine the relationship between knowledge sourcing strategy, alliance forms and R&D performance and the effects of knowledge sourcing strategy and alliance forms on R&D performance. Most literature on knowledge strategy rarely links alliance forms and R&D performance and this paper hopes to ﬁll this vacuum in the literature. The analysis presented indicates that, when forging various alli- ances, a ﬁrm needs to seek a better alignment within variables such as absorptive capacity, knowledge sourcing strategy and the governance modes of alliances. Shang and Lin examine customer relationship management (CRM), deﬁned as a com- bination of people, processes and technology. This system has been used for a long time; however, such system processes by themselves are incapable of managing customer relations because customer knowledge needs to be comprehended by business managers. This study attempts to investigate the importance of people-driven processes of CRM in organizations and identify factors: customer emotional needs, customer involvement, employee capabilities and organizational customer-oriented culture, all of which inﬂuence the effectiveness of people-driven CRM processes. Casadesus, Marimon and Alonso provide evidence of empirical studies that have ana- ´ lysed quality by assessing customer satisfaction (Claver-Cortes, Pereira-Moliner, & ´ Molina-Azorın, 2009; Kuo, 2009; Luoh & Tsaur, 2009; Rhee & Rha, 2009). However, none of these studies have analysed the success of the diffusion of the different quality management systems (QMSs). The implementation of standardized QMSs has become more common and important in tourism. Due to the worldwide diffusion of ISO 9001 and ISO 14001, such standardization of quality management in tourism will increase in the years to come. Spanish standards provide an indication of what is likely to happen in the service sector. We want to thank the reviewers who volunteered their time to offer constructive sug- gestions to reﬁne and improve each article in the issue. We are, of course, very grateful to
The Service Industries Journal 2291 the contributing authors. Finally, thank you to our publisher Taylor & Francis who have enabled the publication of this issue. References Beatson, A., Lings, I., & Gudergan, S. (2008). Employee behaviour and relationship quality: Impact on customers. The Service Industries Journal, 28(2), 211–223. Bowen, D. (2008). Consumer thoughts, actions, and feelings from within the service experience. The Service Industries Journal, 28(10), 1515–1530. Cater, B., & Cater, T. (2009). Emotional and rational motivations for customer loyalty in business- to-business professional services. The Service Industries Journal, 29(8), 1151–1169. Chang, H.S. (2008). Increasing hotel customer value through service quality cues in Taiwan. TheDownloaded by [Motilal Nehru National Inst of Tech] at 06:45 22 September 2011 Service Industries Journal, 28(1), 73–84. Chao, P. (2008). Exploring the nature of the relationships between service quality and customer loyalty: An attribute-level analysis. The Service Industries Journal, 28(1), 95–116. Chen, S.H. (2009). Establishment of a performance-evaluation model for service quality in the banking industry. The Service Industries Journal, 29(2), 235–247. Chen, Y.C., Shen, Y.C., & Liao, S. (2009). An integrated model of customer loyalty: An empirical examination in retailing practice. The Service Industries Journal, 29(3), 267–280. Chiu, Y.H., Jan, C., Shen, D.B., & Wang, P.C. (2008). Efﬁciency and capital adequacy in Taiwan banking: BCC and super-DEA estimation. The Service Industries Journal, 28(4), 479–496. Clarke, J. (2009). Purchased, modiﬁed, created: Consumer voices in experience gifts. The Service Industries Journal, 29(9), 1171–1182. ´ ´ Claver-Cortes, E., Pereira-Moliner, J., & Molina-Azorın, J.F. (2009). Strategic groups and perform- ance in the Spanish hotel sector. The Service Industries Journal, 29(7), 943–961. Ekinci, Y., & Dawes, P.L. (2009). Consumer perceptions of frontline service employee personality traits, interaction quality, and consumer satisfaction. The Service Industries Journal, 29(4), 503–521. ´ ´ Fandos Roig, J.C., Sanchez Garcıa, J., & Moliner Tena, M.A. (2009). Perceived value and customer loyalty in ﬁnancial services. The Service Industries Journal, 29(6), 775–789. Howden, C., & Pressey, A.D. (2008). Customer value creation in professional service relationships: The case of credence goods. The Service Industries Journal, 28(6), 789–812. Hu, H., Kandampully, J., & Devi Juwaheer, T. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: An empirical study. The Service Industries Journal, 29(2), 111–125. Jeng, S. (2008). Effects of corporate reputations, relationships and competing suppliers’ marketing programmes on customers’ cross-buying intentions. The Service Industries Journal, 28(1), 15–26. Kundu, S.K., Kumar, V., & Peters, S.D. (2008). Impact of ownership and location factors on service multinationals’ internalisation. The Service Industries Journal, 28(5), 567–580. Kuo, C.M. (2009). The dimensions of international hotel employee service attitude and their man- agerial implications. The Service Industries Journal, 29(9), 1199–1214. Liang, C.J., Chen, H.J., & Wang, W.H. (2008). Does online relationship marketing enhance custo- mer retention and cross-buying? The Service Industries Journal, 28(6), 769–787. Liang, C.J., & Wang, W.H. (2008). How managers in the ﬁnancial services industry ensure ﬁnancial performance. The Service Industries Journal, 28(2), 193–210. Lin, L., & Huang, C.Y. (2009). Optimal size of the ﬁnancial services industry in Taiwan: A new DEA-option-based merger simulation approach. The Service Industries Journal, 29(4), 523–537. Lin, N.H., Tseng, W.C., Hung, Y.C., & Yen, D.C. (2009). Making customer relationship manage- ment work: Evidence from the banking industry in Taiwan. The Service Industries Journal, 29(9), 1183–1197. Lin, C.T., & Wu, C.S. (2008). Selecting a marketing strategy for private hotels in Taiwan using the analytic hierarchy process. The Service Industries Journal, 28(8), 1077–1091. Luoh, H.F., & Tsaur, S.H. (2009). Physical attractiveness stereotypes and service quality in custo- mer –server encounters. The Service Industries Journal, 29(8), 1093–1104. ¸˜ Macas Nunes, P.J., Serrasqueiro, Z.M., & Sequeira, T.N. (2009). Proﬁtability in Portuguese service industries: A panel data approach. The Service Industries Journal, 29(5), 693–707.
2292 Introduction Nadiri, H., Kandampully, J., & Hussain, K. (2009). Zone of tolerance for banks: A diagnostic model of service quality. The Service Industries Journal, 29(11), 1547–1564. ¨ Natti, S., & Ojasalo, J. (2008). What prevents effective utilisation of customer knowledge in pro- fessional B-to-B services? An empirical study. The Service Industries Journal, 28(9), 1199–1213. Papazissimou, L.G., & Georgopoulos, A. (2009). Customer-driven philosophy in the banking indus- try under different ownership status: The case of Greece. The Service Industries Journal, 29(5), 607–620. Rhee, S.K., & Rha, J.Y. (2009). Public service quality and customer satisfaction: Exploring the attri- butes of service quality in the public sector. The Service Industries Journal, 29(11), 1491–1512. Seng, C.Y., Kuo, H.Y., & Chou, S.S. (2008). Conﬁguration of innovation and performance in the service industry: Evidence from the Taiwanese hotel industry. The Service IndustriesDownloaded by [Motilal Nehru National Inst of Tech] at 06:45 22 September 2011 Journal, 28(7), 1015–1028. Yang, S.C., Tu, C., & Yang, S. (2009). Exploring the solution – the contextual effect on consumer dissatisfaction and innovativeness in ﬁnancial service companies. The Service Industries Journal, 29(4), 557–568. Yang, C.C., Yang, K.J., Yeh, T.M., & Pai, F.Y. (2009). Methods for determining areas for improve- ment based on the design of customer surveys. The Service Industries Journal, 29(2), 143–154.