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Measuring service content: A scale development

Published on Sep 1, 2006in Thunderbird International Business Review
· DOI :10.1002/tie.20114
Peggy A. Cloninger7
Estimated H-index: 7
(University of Houston–Victoria),
Benjamin M. Oviatt18
Estimated H-index: 18
(GSU: Georgia State University)
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Abstract
This research presents the development of an instrument for measuring the service content (the degree of intangibility, perishability, simultaneity, and heterogeneity) characterizing a firm's output. Service characteristics are acknowledged to be important strategic variables, and the characteristic of intangibility has been studied extensively. The scale presented here is an improvement over previous methods. In contrast to previous methods that have relied on various categorizations, or that have examined only intangibility or service quality, the scale presented here can provide a numerical measure of all four of the most important service characteristics. This can be used in future research efforts to examine the influence of service characteristics on firm internationalization, firm strategies, and performance. © 2006 Wiley Periodicals, Inc.
  • References (39)
  • Citations (5)
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References39
Newest
Published on Sep 9, 2005
Donald R. Cooper3
Estimated H-index: 3
,
Pamela S. Schindler4
Estimated H-index: 4
Designed to lead readers through the entire research process from start to finish, the text is divided into three parts. Essentials of Research: this section introduces the whys of research, outlines the process and the proposal stage, and finally explores the ethics involved with all research undertakings. Research Set-Up: now readers are familiar with the research process, this section introduces the different types of research. Beginning with a chapter on qualitative research, this part also ...
Published on Jun 28, 2004
Shaker A. Zahra84
Estimated H-index: 84
(Babson College),
Peggy Cloninger1
Estimated H-index: 1
(UH: University of Houston)
+ 1 AuthorsYoungjun Choi1
Estimated H-index: 1
(GSU: Georgia State University)
Published on Jan 1, 2004in Journal of International Management2.83
Peggy A. Cloninger7
Estimated H-index: 7
(University of Houston–Victoria)
Drawing on the Eclectic Theory, this empirical study reports a test of the influence of intangibility on the receipt of revenues from foreign markets, and the moderating influence of management international experience. To insure sufficient variance in service intangibility while also controlling for extraneous sectoral and national variables, this study obtained extensive cross-sectional data from U.S.-based manufacturing and services firms in the environmental control industry. For this sample...
Published on Jul 1, 2003in Journal of International Business Studies7.72
N Capar1
Estimated H-index: 1
(FSU: Florida State University),
Masaaki Kotabe48
Estimated H-index: 48
(TU: Temple University)
International diversification is a growth strategy that has a major potential impact on firm performance. The relationship between international diversification and firm performance has been extensively studied in the international strategy literature. A major gap in the literature has been the non-existence of studies that have examined the effect of international diversification on performance in service firms. Previous studies that have tested the international diversification–performance rel...
Published on Oct 1, 2001in Academy of Management Journal7.19
Prithviraj Chattopadhyay16
Estimated H-index: 16
(UQ: University of Queensland),
William H. Glick27
Estimated H-index: 27
(ASU: Arizona State University),
George P. Huber40
Estimated H-index: 40
(University of Texas at Austin)
In this study, we tested a model in which threats and opportunities lead directly to different organizational actions and compared it to a model in which organizational characteristics moderate organizational actions taken in response to threats and opportunities. To better understand these effects, we differentiated the dimensions of threat and opportunity associated with the threat-rigidity hypothesis from the dimensions associated with prospect theory. In this study, threats had the main and ...
Published on Jan 1, 2001in Entrepreneurship and Regional Development2.93
Paul Westhead9
Estimated H-index: 9
,
Mike Wright97
Estimated H-index: 97
+ 1 AuthorsFrank Martin5
Estimated H-index: 5
The following broad research question is explored in this study: do manufacturing firms cite the same exporting methods and modes as those cited by firms engaged in construction or service activities? This study, therefore, addresses a major weakness associated with stage models of internationalization (i.e. a focus solely upon manufacturing firms). In 1990/91, survey responses were gathered from 621 independent businesses located in Great Britain. In 1997, a follow-on telephone survey was condu...
Published on Dec 1, 1999in Journal of International Marketing3.38
Nicole Coviello29
Estimated H-index: 29
(U of C: University of Calgary),
A Kristina1
Estimated H-index: 1
,
M. Martin1
Estimated H-index: 1
Internationalization traditionally has been examined using a single theoretical framework in the context of large manufactur- ing firms. The authors argue that it is more relevant to examine foreign direct investment (FDI) theory (including transaction cost analysis), the stage models of internationalization, or net- work theory in an integrated and holistic manner. Using case studies of four New Zealand-based engineering consulting firms classified as small or medium-sized enterprises (SMEs), t...
This research assesses the psychometric properties of a service quality measure applied internationally and investigates cross‐cultural differences in perceived service quality between North American and Latin American consumers. With this purpose in mind a cross‐cultural survey was conducted in which consumers evaluated the quality of supermarket services both in Quebec and in Peru. Four culture value orientations were expected to account for differences in perceived service quality: individual...
Frederico A. de Carvalho5
Estimated H-index: 5
(UFRJ: Federal University of Rio de Janeiro),
Valdecy Leite2
Estimated H-index: 2
(UFRJ: Federal University of Rio de Janeiro)
According to the Parasuraman‐Berry‐Zeithaml conjecture, the greater the importance of a given quality dimension, the thinner the corresponding tolerance zone would be. This paper seeks to test the conjecture when attribute items are individually considered. The original data have been collected to assess the quality of postal services in Brazil. A qualitative stage yielded a list comprising 39 attribute items. In the quantitative stage the three‐column format of a SERVQUAL questionnaire was empl...
Published on Aug 1, 1999in Journal of Services Marketing2.42
Terry Clark6
Estimated H-index: 6
(Emory University),
Daniel Rajaratnam8
Estimated H-index: 8
(Baylor University)
As the twentieth century draws to a close, trade in services has begun to dominate the economies of many nations. International trade in services has also grown significantly, yet little research has been undertaken to understand international services. Theory lags practice by a considerable degree. This paper examines the international trade and services marketing literature, develops a definition and classification scheme of four types of international services, discusses recent trends in inte...
Cited By5
Newest
Published on May 5, 2015in Marketing Intelligence & Planning
David Crick7
Estimated H-index: 7
(Victoria University of Wellington),
Valerie J. Lindsay14
Estimated H-index: 14
(University of Wollongong in Dubai)
Purpose – The purpose of this paper is to report on service and service-intensive New Zealand-based internationalising firms in respect of their managers’ perceptions towards the usefulness of government assistance. Design/methodology/approach – Interviews were undertaken with the key decision makers in 66 service and service-intensive firms. Findings – Positive perceptions were found relating to government support at a macro-level; for example, Ministerial visits that open opportunities for man...
Robert Jack4
Estimated H-index: 4
(Macquarie University),
Sharif As-Saber6
Estimated H-index: 6
(RMIT: RMIT University),
Ron Edwards10
Estimated H-index: 10
(Monash University)
Purpose – Perceived differences in the composition of goods and services forms the basis of a significant degree of analysis of the firm internationalisation process. In particular, product inseparability is highlighted as a distinguishing feature of service offerings and purports to explain the different approaches to internationalisation strategy adopted by service firms. The research, however, proposes that the division of goods and services into distinct products is outmoded. Rather, it is i...
Published on Feb 22, 2011in Foresight
Martin Amsteus3
Estimated H-index: 3
(LNU: Linnaeus University)
Purpose – This paper aims to develop and assess an instrument measuring managerial foresight. Design/methodology/approach – The paper outlines the construction and estimation of the instrumentthrou ...
Published on Jan 1, 2010
Tim Kessler4
Estimated H-index: 4
,
Michael Stephan7
Estimated H-index: 7
As an answer for the limited growth potentials of diversification and internationalization, services became increasingly important for industrial firms in recent years. Based on existing and established business concepts, companies explore new segments in their traditional value chains beyond traditional market penetration strategies: they pursue service transition strategies to open up new sources for growth, even in markets that do not promise great expansion potential. Our paper addresses the...
Published on Jan 1, 2008
Ron James Fisher17
Estimated H-index: 17
(Griffith University),
Rod Peter Gapp9
Estimated H-index: 9
This paper reviews previous attempts to classify goods and services, in particular attempts at classification based on traditional manufacturing approaches. The research considers ways in which goods and services may be hypothesized as "ideal types" when classified on a series of common dimensions. Goods and services are mapped as ideal types on eight key dimensions and presented diagrammatically. Products modeled as bundles of goods and services are considered and are presented diagrammatically...
View next paperCharacteristics of services – a new approach uncovers their value