Developing customer oriented service: A case study

Managing Service Quality: An International Journal

Volumn 14, Issue 5, 2004, Pages 426-435

  Rahman, Zillur ^a  

^a INDIAN INSTITUTE OF TECHNOLOGY ROORKEE   (India)

Author keywords

Competitive advantage; Customer satisfaction; Service quality assurance

Indexed keywords

EID: 84993089879     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520410558029     Document Type: Article

References (74)

1. Anderson, E.W. and Fornell, C. (1994), “ A customer satisfaction research prospectus' in service quality ”, in Rust, R.T. and Oliver, R.L. (Eds), New Directions in Theory and Practice, Sage, Beverly Hills, CA, pp. 241-268.
2. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), “ Customer satisfaction, market share and profitability: findings from Sweden ”, Journal of Marketing, Vol. 58 No. 3, pp. 53-66.
3. Anderson, E.W., Fornell, C. and Rust, R. (1997), “ Customer satisfaction, productivity, and profitability: differences between goods and services ”, Marketing Science, Vol. 16, pp. 129-145.
4. Arndt, J. (1979), “ Towards a concept of domesticated markets' ”, Journal of Marketing, Vol. 51, pp. 11-27.
5. Barney, J.B. (1991), “ Firms resources and sustained competitive advantage ”, Journal of Management, Vol. 17, pp. 99-120.
6. Bahia, K. and Nantel, J. (2000), “ A reliable and valid measurement scale for the perceived service quality of banks ”, International Journal of Bank Marketing, Vol. 18 No. 2, pp. 84-91.
7. Barsky, J. (1994), World-Class Customer Satisfaction, Irwin Professional Publisher, Burr Ridge, IL.
8. Bateson, J.E.G. (1995), Managing Services Marketing: Text and Readings, 3rd ed., The Dryden Press, Orlando, FL.
9. Berry, L.L. and Bendapudi, N. (2003), “ Clueing in customers ”, Harvard Business Review, Vol. 81 No. 2, pp. 100-107.
10. Berry, L.L. and Parasuraman, A. (1991), Marketing Services: Competing Through Quality, Free Press, New York, NY.
11. Bharadwaj, S., Varadarajan, P.R. and Fahy, J. (1993), “ Sustainable competitive advantage in service industries: a conceptual model and research propositions ”, Journal of Marketing, Vol. 57, pp. 83-99.
12. Buzzell, R. and Gale, B. (1987), The PIMS Principle; Linking Strategy to Performance, Free Press, New York, NY.
13. Calycomb, Cindy and Martin, C.L. (2002), “ Building customer relationships: an inventory of service providers' objectives and practices ”, Journal of Service Marketing, Vol. 16 No. 7, pp. 615-635.
14. Cannie, J.K. (1992), Turning Lost Customers into Gold, AMACON, New York, NY.
15. Carlzon, J. (1987), The Moments of Truth, Ballinger, New York, NY.
16. Curasi, C.F. and Kennedy, K.N. (2002), “ From prisoners to apostles: A typology of repeat buyers and loyal customers in service businesses ”, The Journal of Services Marketing, Vol. 16 No. 4, pp. 322-342.
17. Dean, J.W. and Bowen, D.E. (1994), “ Management theory and total quality: improving research and practice through theory building ”, Academy of Management Review, Vol. 19 No. 3, pp. 392-418.
18. Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), “ Developing buyer – seller relationships ”, Journal of Marketing, Vol. 51, pp. 11-27.
19. Georgiades, N. and Macdonell, R. (1988), Leadership for Competitive Advantage, Wiley, New York, NY.
20. Griffin, A. and Hauser, J.R. (1993), “ The voice of the customer ”, Marketing Science, Vol. 12 No. 1, pp. 1-27.
21. Hendricks, K.B. and Singhal, V.R. (1997), “ Does implementing an effective TQM program actually improve operating performance? empirical evidence from firms that have won quality awards ”, Management Science, Vol. 43, pp. 1258-74.
22. Heskett, J.L., Sasser, W.E. Jr and Hart, C.W.L. (1997), Service Breakthroughs: Changing the Rules of the Game, The Free Press, New York, NY.
23. Huiskonen, J. and Pirttila, T. (1998), “ Sharpening logistics customer service strategy planning by applying Kano's quality element classification ”, International Journal of Production Economics, 56-57, pp. 253-260.
24. Jackson, B.B. (1985), “ Build customer relationships that last ”, Harvard Business Review, Vol. 63, pp. 120-128.
25. Johnston, R. (2001), “ Linking complaint management to profit ”, International Journal of Service Industry Management, Vol. 12 No. 1, pp. 60-69.
26. Jones, I.C. and Sasser, W.E. Jr (1995), “ Why satisfied customers defect ”, Harvard Business Review, Vol. 73 No. 6, pp. 88-102.
27. Kano, N., Nobuhiku, S., Fumio, T. and Shin-ichi, T. (1984), “ Attractive quality and must be quality ”, Quality, Vol. 14 No. 2, pp. 39-48.
28. Kano, N. (1993) in Evans, J.R. and Lindsay, W.M. (Eds), The Management and Control of Quality, Est Publishing Company, Minneapolis/St Paul, MN, p. 148.
29. Kotler, P. (2000), Marketing Management, Prentice Hall of India Private Limited, Delhi, p. 48.
30. Kotler, P. (2003), Marketing Insights From A to Z, Wiley, NJ, pp. 41-42.
31. Lambert, D.M. and Sharma, A. (1990), “ A customer-based competitive analysis for logistics decisions ”, International Journal of Physical Distribution and Logistic Management, Vol. 20 No. 1, pp. 17-24.
32. Lambert, D.M. and Stock, J.R. (1993), Strategic Logistics Management, 3rd ed., Richard D. Irwin, Homewood, IL.
33. Lemak, D.J. and Reed, R. (1997), “ Commitment to total quality management: is there a relationship with firm performance? ”, Journal of Quality Management, Vol. 2, pp. 67-86.
34. Levitt, T. (1981), “ Marketing intangible products and product intangibles ”, Harvard Business Review, pp. 95-102.
35. Levitt, T. (1986), The Marketing Imagination, The Free Press, New York, NY.
36. Lovelock, C.H. (1983), “ Classifying services to gain marketing insights ”, Journal of Marketing, Vol. 47, pp. 9-20.
37. Lovelock, C.H. (1992), Managing Services, 2nd ed., Prentice-Hall, Englewood Cliffs, NJ.
38. Loveman, G.W. (1998), “ Employee satisfaction, customer loyalty, and financial performance: an empirical examination of the service profit chain in retail banking ”, Journal of Service Research, Vol. 1 No. 1, pp. 18-31.
39. Martin, J.E. (1994), Command Performance: The Art of Delivering Quality Service, Harvard Business School of Publishing, Boston, MA.
40. Matzler, K., Hinterhuber, H.H., Bailom, F. and Sauerwein, E. (1996), “ How to delight your customer ”, Journal of Product and Brand Management, Vol. 5 No. 2, pp. 6-18.
41. Mittal, B. and Lassar, W.M. (1998), “ Why do customers switch? The dynamics of satisfaction versus loyalty ”, The Journal of Services Marketing, Vol. 12 No. 3, p. 177.
42. Mosad, Z. (1999), “ Exploring the common ground of total relationship management (TRM) and total quality management (TQM) ”, Management Decision, Vol. 37 No. 9, pp. 231-719.
43. Nilsson, L., Johnson, M.D. and Gustafsson, A. (2001), “ The impact of quality practices on customer satisfaction and business results: product versus service organizations ”, Journal of Quality Management, Vol. 6, pp. 5-27.
44. Nunes, P.F. and Cespedes, F.V. (2003), “ The customer has escaped ”, Harvard Business Review, Vol. 81 No. 11, pp. 96-105.
45. O'Neil, B.F. and Iveson, J.L. (1991), “ An operational procedure for prioritizing customer service elements ”, Journal of Business Logistics, Vol. 12 No. 2, pp. 157-191.
46. Peppers, D. and Rogers, M. (1995), The One to One Future: Building Relationships One Customer at a Time, Doubleday, New York, NY.
47. Plsek, P.E. (1997), Creativity, Innovation, and Quality, ASQC Quality Press, Milwaukee, WI.
48. Powell, T.C. (1995), “ Total quality management as competitive advantage: a review and empirical study ”, Strategic Management Journal, Vol. 16, pp. 15-37.
49. Rapert, M.I. and Wren, B.M. (1998), “ Service quality as a competitive opportunity ”, The Journal of Services Marketing, Vol. 12 No. 3, pp. 223-235.
50. Reichheld, F. (1996a), “ Learning from customer defection ”, Harvard Business Review, Vol. 74 No. 2, pp. 46-54.
51. Reichheld, F. (1996b), The Loyalty Effect, Harvard Business School Press, Cambridge, MA.
52. Reichheld, F. (2003), “ The one number you need to grow ”, Harvard Business Review, Vol. 81 No. 12, pp. 46-54.
53. Reichheld, F. and Sasser, W.E. Jr (1990), “ Zero detections quality comes to services ”, Harvard Business Review, Vol. 68, pp. 105-111.
54. Reinartz, W.J. and Kumar, V. (2000), “ On the profitability of long-life customers in a non-contractual setting: An empirical investigation and implications for marketing ”, Journal of Marketing, Vol. 64 No. 4, pp. 17-36.
55. Rust, R.T. and Zahorik, A.J. (1993), “ Customer satisfaction, customer retention, and market share ”, Journal of Retailing, Vol. 69, pp. 193-215.
56. Rust, R.T., Zahorik, A.J. and Keningham, T.L. (1995), “ Return on quality (ROQ); making service quality financially accountable ”, Journal of Marketing, Vol. 59 No. 2, pp. 58-70.
57. Schneider, B. (1980), “ The service organization: climate is crucial ”, Organizational Dynamics, pp. 52-65.
58. Schneider, B. and Bowen, D.E. (1995), Winning The Service Game, Harvard Business School Press, Boston, MA.
59. Shank, J.K. and Govindarajan, V. (1994), “ Measuring the ‘cost of quality’: a Strategic Cost Management Perspective ”, Cost Management, pp. 5-17.
60. Shen, X.X., Tan, K.C. and Xie, M. (2000), “ An integrated approach to innovate product development using Kano's model and QFD ”, European Journal of Innovation Management, Vol. 3 No. 2, pp. 91-99.
61. Sheth, J.N. and Parvatiyar, A. (1995), “ Relationship marketing in consumer markets: antecedents and consequences ”, Journal of Academy of Marketing Science, Vol. 23 No. 4, pp. 255-271.
62. Stuart, F.I. and Tax, S.S. (1996), “ Planning for service quality: an integrative approach ”, International Journal of Service Industry Management, Vol. 7 No. 4, pp. 58-77.
63. Terninko, J. (1997), Step-by-step QFD, Customer-Driven Product Design, St. Lucie Press, Boca Raton, FL, pp. 68-69.
64. Vaura, T.G. (1992), After Marketing: How to keep Customer for Life through Relationship Marketing, Business one Irwin, Homewood, IL.
65. Venetis, K.A. and Ghauri, P.N. (2000), “ The importance of service quality on customer retention: an empirical study on business service relationships ”, Marketing in a Global Economy Proceedings, pp. 215-224.
66. Voss, C.A. and Johnsson, R. (1995), Service in Britain: A Study of Service Management and Performance in UK Organizations, Severn Trent plc., Birmingham.
67. Witt, C.A. and Clark, B.R. (1990), “ Tourism: the use of producing management techniques ”, The Services Industry Journal, Vol. 10 No. 2, pp. 306-319.
68. Zeithaml, V.A. and Bitner, M.J. (2003), Services Marketing, 3rd ed., Tata McGraw-Hill, New Delhi, p. 79.
69. Zeithaml, V., Berry, L.L. and Parasuraman, A. (1988), “ Communication and control process in the delivery quality ”, Journal of Marketing, pp. 35-48.
70. Zeithaml, V., Berry, L.L. and Parasuraman, A. (1996), “ The behavioral consequences of service quality ”, Journal of Marketing, Vol. 60, pp. 31-46.
71. Gustafsson, A. and Johnson, M.D. (2001), “ Measuring and managing the satisfaction – loyalty – performance links at Volvo ”, Journal of Targeting, Measurement and Analysis for Marketing, Vol. 10 No. 3, pp. 249-258.
72. Parasuraman, A., Berry, L. and Zeithaml, V. (1991), “ Perceived service quality as a customer focused performance measure: an empirical examination of organizational barriers using and extended service quality model ”, Human Resource Management, Vol. 30 No. 3, pp. 335-364.
73. Parasuraman, A., Zeithaml, V.A. and Berry, L. (1998), “ SERVQUAL: a multiple item scale for measuring consumer perceptions of service ”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
74. Reed, R., Lemak, D.J. and Mero, N.P. (2000), “ Total quality management and sustainable competitive advantage ”, Journal of Quality Management, Vol. 5, pp. 5-26.