Examining the effects of customer service management (CSM) on perceived business performance via structural equation modelling

Applied Stochastic Models in Business and Industry

Volumn 22, Issue 5-6, 2006, Pages 587-605

  Yap, Bee Wah ^a   Khong, Kok Wei ^b  

^a UNIVERSITI TEKNOLOGI MARA   (Malaysia)

^b UNIVERSITY OF NOTTINGHAM   (United Kingdom)

Author keywords

Banking industry; Business process reengineering; Customer service management; Perceived business performance; Structural equation modelling

Indexed keywords

COMPUTER SIMULATION; CUSTOMER SATISFACTION; INFORMATION TECHNOLOGY; REENGINEERING; STATISTICAL METHODS; STRUCTURAL ANALYSIS;

BANKING INDUSTRY; CUSTOMER SERVICE MANAGEMENT (CSM); STRUCTURAL EQUATION MODELLING (SEM);

PROCESS ENGINEERING;

EID: 33846240507     PISSN: 15241904     EISSN: 15264025     Source Type: Journal    
DOI: 10.1002/asmb.648     Document Type: Article

References (35)

1. Yap LK, Sidhu JS. Foreign banks unfazed by the 2007 timeframe. The Star Business 2001; 1.
2. Yap LK, Sidhu JS. Q&A with Chartered Bank CEO. The Star: Business 2001; 5.
3. Khong KW, Richardson S. Examining the effectiveness of the critical success factors of business process reengineering (BPR) as a quality management technique in the Malaysian banks and financial companies. In Sixth International Research Conference on Quality, Innovative and Knowledge Management: Convergence in the Digital Economy, Sohal A, Cooney R (eds). Monash University: Australia, 2002; 1134-1145.
4. Tang KH, Zairi M. Benchmarking quality implementation in a service context: a comparative analysis of financial services and institutions of higher education. Part I: financial services sector. Total Quality Management 1998; 9(6):407-420.
5. Hammer M, Champy J. Re-engineering the Corporation: A Manifesto for Business Revolution. Nicholas Brealey: London, 1993.
6. Jarrar YF, Aspinwall EM. Business process re-engineering: learning from organisational experience. Total Quality Management 1999; 10(2):173-183.
7. Wilkinson A, McCabe D, Knights D. What is happening in 'quality' in the financial services. The TQM Magazine 1995; 7(4):9-12.
8. Knights D, McCabe D. What happens when the phone goes wild?: staff, stress and spaces for escape in a BPR telephone banking work regime. Journal of Management Studies 1998; 35(2):163-194.
9. Al-Mashari M, Zairi M. BPR implementation process: an analysis of key success and failure factors. Business Process Management Journal 1999; 5(1):87-112.
10. Ashayeri J, Keij R, Broker A. Global business process re-engineering: a system dynamics-based approach. International Journal of Operations and Production Management 1998; 18(9/10):817-831.
11. McAdam R. The implementation of re-engineering in SMEs: a grounded study. International Small Business Journal 2000; 18(4):29-45.
12. Al-Mashari M, Zairi M. Revisiting BPR: a holistic review of practice and development. Business Process Management Journal 2000; 6(1):10-42.
13. Kim SM, Kleiner BH. Celebrate and record service excellence in the banking industry. Managing Service Quality 1996; 6(1):22-27.
14. Khong KW, Richardson S. Business process re-engineering: a comparison with other management techniques. The Journal of the Institute of Bankers Malaysia 2001; 4(119):32-44.
15. Kotler P, Amstrong G, Brown L, Adam S. Marketing (5th edn). Prentice-Hall, Australian Pty Ltd: Englewood Cliffs, NJ, Sydney, 2001.
16. Khong KW, Nair M. The effects of customer service management on business performance in Malaysian banking industry: an empirical analysis. Asia Pacific Journal of Marketing and Logistics 2006; 18(2):111-128.
17. Khong KW, Richardson S. Business process re-engineering (BPR) in Malaysian banks and finance companies. Managing Service Quality 2003; 13(1):54-71.
18. Bontis N. Intellectual capital: an exploratory study that develops measures and models. Management Decision 1998; 36(2):63-67.
19. Bontis N, Chua CK, Richardson S. Intellectual capital and business performance in Malaysian industries. Journal of Intellectual Capital 2000; 1(1):85-100.
20. Dess GG, Robinson RB. Measuring organizational performance in the absence of objective measures: the case of the privately-held firm and conglomerate business unit. Strategic Management Journal 1984; 5(3):265-274.
21. Lyles MA, Salk JE. Knowledge acquisition from foreign parents in international joint ventures: an empirical examination in the Hungarian context. Journal of International Business Studies 1996; 27(5):877-904.
22. Hansen G, Wernerfelt B. Determinants of firm performance in relative importance of economic and organisational factors. Strategic Management Journal 1989; 36(10):1246-1255.
23. Bart C, Bontis N, Taggar S. A model of the impact of mission statements on firm performance. Management Decision 2001; 39(1):19-35.
24. Bontis N, Fitz-enz J. Intellectual capital ROI: a causal map of human capital antecedents and consequents. Journal of Intellectual Capital 2002; 3(3):223-247.
25. Babbie E. Survey Research Methods (2nd edn). Wadsworth: California, 1990; 65-117.
26. Hair JF, Anderson RE, Tatham RL, Black WC. Multivariate Analysis (5th edn). Prentice-Hall International: New Jersey, 1998.
27. Aaker DA, Day GS. Marketing Research (3rd edn). Wiley: New York, 1986; 443-453.
28. Carmines EG, Zeller RA. Reliability and Validity Assessment. Sage: California, 1979; 59-70.
29. Anderson E, Fornell C. Foundations of the American customer satisfaction index. Total Quality Management 2000; 11(7):869-883.
30. Fornell C, Larcker DF. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 1981; 18(2):39-50.
31. Podsakoff PM, Mackenzie SB, Lee J-Y. Common method biases in behavioural research: a critical review of the literature & behavioural research. Journal of Applied Psychology 2003; 88(5):879-903.
32. Cudeck R, Browne MW. Cross-validation of covariance structures. Multivariate Behavioral Research 1983; 18:147-167.
33. Jöreskog KG, Sörbom D. Recent developments in structural equation modelling. Journal of Marketing Research 1982; 19(4):404-416.
34. Power D. Determinants of business-to-business e-commerce implementation and performance: a structural model. Supply Chain Management: An International Journal 2005; 10(2):96-113.
35. Größler A, Grübner A. An empirical model of relationships between manufacturing capabilities. International Journal of Operations and Production Management 2006; 26(5):458-485.