Services Marketing

The current study aims to examine the impact of teachers’ job satisfaction and self-efficacy in improving service quality. The results, using clustering, indicated three groups of respondents according to their behavior, as teachers emphasizing on different aspects of marketing: external, interactive and internal marketing. Moreover, factor analysis, revealed that their satisfaction was affected by “Workplace Relationships with the Director and Colleagues”, "Educational Management", "Social Recognition and Professional Development", "Relationships with Parents and Students", "Infrastructure" and "Working Conditions and Nature of Work", while "Class and Students’ Relationships Management" and "Students’ Engagement and Educational Strategies" were influencing parameters of teachers’ self–efficacy.

Service convenience has undoubtedly gain substantial recognition for both goods and service industries within recent years towards forging an enduring competitive advantage. Considering heightened market expectations in the mobile service industry, importance of capitalizing on relevant elements is highlighted to retain, further strengthen users' loyalty. Technological advancement has then created opportunity for differentiation in the area of reachability, particularly on the transaction convenience and access convenience of specified mobile service. Alongside product involvement, brand image and perceived value as hypothesized predictors of users' allegiance towards a mobile service, this study explored factors which influence customers' loyalty and propensity to leave within the mobile service industry. Convenience sampling approach was hereby implemented, following distribution of close-ended questionnaires among 400 respondents. Data analysis was then conducted through employment of the SEM AMOS software. As such, results obtained discovered product involvement, perceived value, transaction convenience and access convenience being direct predictors of both dependent variables; with the exception of brand image which doesn't affect propensity to leave, despite being a significant antecedent to customers' loyalty. Additionally, transaction convenience was revealed as an active moderator to the impact of perceived value on (i) customer loyalty, and (ii) propensity to leave. Centred on the transactional aspect in the mobile service industry, more effective service marketing strategies can be developed through gained insights from this research, with excelling sustainable customer retentions.

In 2008, the Romanian Society of Radio-broadcasting (SRR) decided to benefit of the „honorable” of 80th anniversary of the Romanian public radio to elaborate and apply a strategy of creating a new image of SRR to assure the approach of an European profile well outlined and recognized so. The necessity of this „look” change for the corporation and for six of its channels was motivated by a better position on the radio market in Romania and a larger visibility on a public segment with „preconceived” ideas about what the public Radio means. As a result of the campaign, at the end of 2008 the achieved market quota of the Romania Radio grew, Romania News Radio becoming leader on the market. In this context, the paper proposes strategic actions that would contribute to the growth of the SRR efficacy: elaboration of a lasting marketing strategy, promotion of the channels with lower visibility, but that cover market segments of „niche”, organizing some special programs that would promote „s...

Brown, L., Buhalis, D. and Beer, S. (2020), "Dining alone: improving the experience of solo restaurant goers", International Journal of Contemporary Hospitality Management, Vol. 32 No. 3, pp. 1347-1365. https://doi.org/10.1108/IJCHM-06-2019-0584


Purpose-Solo travel for leisure and business is increasing. It is therefore timely to conduct research into the experiences of solo tourists. This paper aims to explore one aspect of the solo tourist experience that can be challenging, that of dining alone. This topic has received little attention in the tourism or hospitality literature. Design/methodology/approach-A qualitative approach was adopted and narrative inquiry was selected as the optimum route to obtain detailed and rich accounts of the experiences of solo diners. In-depth interviews of 27 solo tourists were conducted with varying socio-demographic characteristics. Findings-This study shows that though travelling alone is prized by participants, dining alone, especially in the evening, is often discomfiting. Discomfort is caused by the perceived negative judgement of others and is mitigated by the use of various props such as books and mobile phones. Research limitations/implications-A research agenda is put forward on the aspects of the solo tourist/diner experience. Practical implications-The paper concludes by asking what can be done to ameliorate the solo dining experience and provides some recommendations to hospitality operators to support this market and improve competitiveness and profitability. The paper shows that inclusive environments can attract multiple market segments and agile restaurants can develop both solo and plural dining experiences. Originality/value-This paper addresses a topic that has received limited scholarly attention as well as industry engagement despite the growth in solo travel.

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Hizmet işletmeleri de, geleneksel mal üreten işletmeler gibi pazarlama faaliyetlerini ulusal sınırların dışına taşıyabilir, diğer ülkelerde yaşayan tüketicilerin istek ve ihtiyaçlarını tatmin edebilirler. Hizmet işletmeleri tarafından, gerek uluslararası pazarlara giriş ve gerekse uluslararası pazarlardaki yoğunluklarını arttırma doğrultusunda önemli bazı avantajlara sahip olması nedeniyle, sık tercih edilen bir strateji de franchising'tir.

Diğer taraftan, hizmetleri geleneksel mallardan farklılaştıran özellikleri dikkate alındığında, hizmet işletmeleri tarafından pazarlama sorunlarının çözümü doğrultusunda farklı stratejilerin uygulanması gerektiği ortaya çıkacaktır. Hizmet pazarlaması literatürünün, hizmetleri geleneksel mallardan ayıran pazarlama sorunlarının çözümü doğrultusunda önerdiği hemen tüm stratejiler, franchising sisteminin özünde bulunmaktadır. Buna göre, franchising hizmet işletmeleri için önemli avantajlar içeren bir uluslararasılaşma veya uluslararası pazarlarla yoğunlaşma yolu olmasının yanı sıra, faaliyetlerin götürüldüğü ülkelerde, hizmetlerin özelliklerinden kaynaklanan pazarlama sorunlarının çözümünde de etkili bir strateji olarak yorumlanabilir.

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پلتفرم تعمیرکارسلام با ایجاد بستری برای ارائه و دریافت خدمات و تعمیرات توسط تعمیرکاران و مشتریان از سال 1397 مشغول به فعالیت است.

تمایل به استفاده طولانی مدت از لوازم وتجهیزات در کشور به علت گرانی تجهیزات نو بسیار بالاست. از این رو با توجه به یک جامعه هدف مناسب، تعمیرکارسلام تصمیم به ایجاد شبکه ای آسان و بهینه و در عین حال رقابتی برای تعمیرکاران و مورد اعتماد و مناسب برای مشتریان نموده است.

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This study analyzed the features offered by the websites of the premium and luxury 42 five star hotels in Saudi Arabia on six regions namely Riyadh, Jeddah, Makkah, Madinah, Abha and Jazan Regions of Saudi Arabia during 2018-19. The study evaluated the hotel websites under study based on eMICA stages of promotion, provision, and processing and also grouped in seven dimensions determined by the advanced content analysis. The study also provided insight into hotel websites characterization framework for consumer's information needs on nine parameters as well. It was established from the findings of the study that Saudi Arabian five star hotel websites were yet to utilize the potentiality of their website as a tool for marketing hotel product and services. The aggregate average value of 9 functionality dimensions in this regard was only 36.2 per cent. This is further highlighted with their poor score in reservation functions (2.4%), website functionality (18.8%) and product information (35.9 %). The study found that the development of the most of the hotel websites we studied fell into the second stage of eMICA model, with the exception of Jazan and Abha regions hotels websites, which were in the first stage of development. The study findings hope to aid web marketing of five star hotels for providing the new age customer digital experience for the e-visitors of Saudi Arabian five star premium and luxury hotels.

Customer engagement behaviours (CEB) on social media have the potential to strengthen relationships between firms and customers. However, there have been no systematic attempts to review the antecedents of CEB on social media despite wide recognition of its importance. Using a systematic literature review method, we provide an in-depth analysis of the extant empirical literature on CEB in relation to social media platforms. Results indicate that there are five key antecedent causes and these are identified in the literature as: (1) social links; (2) ownership-value; (3) search for information; (4) involvement; and (5) functionality. These represent the key antecedents of engagement for firms using social media. Our review is the first to bring together an in-depth secondary data analysis of the antecedents of CEB in social media platforms. We subsequently identify three epistemological tensions within the corpus, and suggest directions for future research in order to advance the understanding of CEB in relation to social media.

The main objective of this study is to analyze the brand image, price and service quality dimensions in creating customer satisfaction in apparel industry in Karachi. Brand image, price image, service quality and customer satisfaction are the variables used in this research. The purpose of this study is to define, what elements of brand image, price image and service quality are affecting the customer satisfaction when taking a purchase decision. Furthermore, after investigating on the mentioned variables, new opportunities are opening their doors for the marketers to create a sustainable market in the future, and understand the buyer’s black box which will broaden the marketer’s scope and create awareness to enhance the customer satisfaction. Primary data is collected throughsurvey questionnaire from 270 respondents. Regression analysis is used to infer the data. The results show that there is a significant positive relationship between brand, price image, service quality and customer satisfaction.

This special issue on AI and robots in service interactions of the Journal of Service Management Research aims to contribute and elaborated our understanding of the new challenges organizations, employees and customers face due to the infusion of service robot- and AI-facilitated and automated interactions in the service encounter. For service organizations, it is essential to recognize and evaluate service robots’ potential not only for their own organizational success, but also for the well-being of their employees and acceptance, and the quality perception and satisfaction of their customers.

We will start with a short introduction into service robots and AI before we introduce the four papers of this special issue. We use the topics of these papers as a starting point and discuss implications for future research in this emerging field.