The Experts below are selected from a list of 81 Experts worldwide ranked by ideXlab platform
Karsten Hadwich - One of the best experts on this subject based on the ideXlab platform.
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Complexity of Internal Services: Scale development and validation
Journal of Business Research, 2016Co-Authors: Corina Braun, Karsten HadwichAbstract:Today, Internal processes and procedures are often complex to manage and coordinate. Since these Internal procedures and the resulting Internal Services have an essential impact on a firm's success, addressing the problem of growing complexity is important. Although scholars agree that complexity is a core feature in organizations, its impact on the Internal service encounter remains largely unexplored. Since Internal customers may face difficulties in judging complex Internal Services, they may experience lower satisfaction, which in turn negatively influences a firm's success. Hence, to ensure Internal customer satisfaction, it is important to know how to maintain Internal service complexity at a moderate and thus manageable level. Therefore, an instrument for measuring Internal service complexity is developed and validated. Additionally, complexity benefits and costs are analyzed. Finally, a non-linear relationship between Internal service complexity and Internal customer satisfaction is established. Based on these results, a three-step complexity management process is proposed.
Kenneth R. Evans - One of the best experts on this subject based on the ideXlab platform.
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The Internal service encounter
Logistics Information Management, 1995Co-Authors: Dwayne D. Gremler, Mary Jo Bitner, Kenneth R. EvansAbstract:An Internal customer′s (i.e. employee′s) satisfaction with a service firm can be significantly influenced by service encounters experienced with Internal service providers. For example, a loan officer′s satisfaction with the bank he/she works for may well be influenced by Internal Services provided by the data‐processing group. Introduces the concept of the “Internal service encounter” and presents the results of an initial study of Internal service encounter satisfaction. The empirical study builds on previous research in using the critical incident methodology to examine Internal Services in a large US bank. Indicates that Internal customers are similar to external customers in that, with a few interesting differences, the same types of events and behaviours distinguish satisfactory and dissatisfactory incidents in both Internal and external encounters. Also presents implications for managers and suggestions for future research.
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The Internal Service Encounter
International Journal of Service Industry Management, 1994Co-Authors: Dwayne D. Gremler, Mary Jo Bitner, Kenneth R. EvansAbstract:An Internal customer′s (i.e. employee′s) satisfaction with a service firm can be significantly influenced by service encounters experienced with Internal service providers. For example, a loan officer′s satisfaction with the bank he/she works for may well be influenced by Internal Services provided by the data processing group. Introduces the concept of the “Internal service encounter” and presents the results of an initial study of Internal service encounter satisfaction. The empirical study builds on previous research in using the critical incident methodology to examine Internal Services in a large US bank. Indicates that Internal customers are similar to external customers in that, with a few interesting differences, the same types of events and behaviours distinguish satisfactory and dissatisfactory incidents in both Internal and external encounters. Implications for managers and suggestions for future research are also presented.
Corina Braun - One of the best experts on this subject based on the ideXlab platform.
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Complexity of Internal Services: Scale development and validation
Journal of Business Research, 2016Co-Authors: Corina Braun, Karsten HadwichAbstract:Today, Internal processes and procedures are often complex to manage and coordinate. Since these Internal procedures and the resulting Internal Services have an essential impact on a firm's success, addressing the problem of growing complexity is important. Although scholars agree that complexity is a core feature in organizations, its impact on the Internal service encounter remains largely unexplored. Since Internal customers may face difficulties in judging complex Internal Services, they may experience lower satisfaction, which in turn negatively influences a firm's success. Hence, to ensure Internal customer satisfaction, it is important to know how to maintain Internal service complexity at a moderate and thus manageable level. Therefore, an instrument for measuring Internal service complexity is developed and validated. Additionally, complexity benefits and costs are analyzed. Finally, a non-linear relationship between Internal service complexity and Internal customer satisfaction is established. Based on these results, a three-step complexity management process is proposed.
Jorge Niosi - One of the best experts on this subject based on the ideXlab platform.
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The limited innovation of small businesses in the solar photovoltaic sector in the USA: is small business innovation research program such a boon for US small businesses?
International Journal of Entrepreneurship and Small Business, 2018Co-Authors: Xue Han, Jorge NiosiAbstract:Small business innovation research (SBIR) in the USA is heralded as a major program to support innovative new technologies by SMEs that will grow afterwards by selling products and Services in the market. Instead we found, in the solar photovoltaic sector, that SMEs supported by the Department of Defense and National Aeronautics and Space Administration are mostly acting as Internal Services of these federal agencies: their products serve mainly, if not exclusively, these two defence-related organisations. Their future growth would thus be curtailed. The paper calls for a more accurate analysis of small business innovation research program and maybe other innovation policies.
Martinelli Andrea - One of the best experts on this subject based on the ideXlab platform.
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Progettazione e Sviluppo di una Metodologia di Service Management: il caso Telecom Italia
'Pisa University Press', 2053Co-Authors: Martinelli AndreaAbstract:Il presente elaborato di tesi è il risultato del progetto commissionato dall’area Technology di Telecom Italia, leader nazionale nella fornitura di servizi di telecomunicazione, svolto nell’ambito del programma Junior Consulting, presso ELIS - Consulting Academy di Roma. La divisione Technology ha manifestato la volontà di introdurre una figura, il Service Manager, che fosse in grado di monitorare la qualità dei servizi interni che essa eroga e di gestire le loro performance. L’obiettivo del progetto è stato la formulazione di una metodologia di supporto al Service Manager per la realizzazione di modelli di monitoraggio dei servizi, attraverso l’individuazione di Key Performance Indicator (KPI) opportuni. A tal fine, dopo una prima definizione della metodologia, questa è stata valida attraverso l’applicazione al servizio di “Realizzazione della Rete d’Acceso”, realmente erogato dall’area Technology. Infine, sono stati creati dei mockup di dashboard allo scopo di offrire una panoramica su come i KPI possano essere monitorati dal Service Manager e dagli altri soggetti interessati, con diversi livelli di dettaglio. This work of thesis is the result of a project, committed by Technology division of Telecom Italia, Italian leader in telecommunication Services provision. The project has been performed in Junior Consulting program, at ELIS - Consulting Academy, in Rome. Technology division wanted to introduce a new role, the Service Manager, that could control the quality of Internal Services provided by Technology division itself and manage their performances. The target of the project was the definition of a methodology, than could support Service Manager in the creation of Services’ monitoring models, through the identification of appropriate Key Performance Indicators (KPI). After the first definition, the methodology has been validated through its application to a real service provided by Technology division. Finally, some dashboard mockup have been created, to offer an overview about how KPI can be monitored by Service Manager and all other interested parties, with different detail levels