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Services Marketing: People, Technology, Strategy, 8th edition
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Creating and marketing value in today’s increasingly service and knowledge-intensive economy requires an understanding of the powerful design and packaging of ‘intangible’ benefits and products, high-quality service operations and customer information management processes, motivated and competent front-line employees, a loyal and profitable customer base, and the development and implementation of a coherent service strategy to transform these assets into improved business performance.
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... Nevertheless, if the service falls short of their expectations, customers may suffer in silence, complain about the service, and transfer providers in the future. A customer's inclination to continue patronizing a company over the long term, preferably exclusively, and to suggest the company's products to friends and colleagues is loyalty (Wirtz & Lovelock, 2021). Customer loyalty involves preferences, likes, and future intentions in addition to conduct. ...
Indonesia had 11,347 clinics in 2020, 10,238 Pratama, and 1,109 Utama. West Java Province had the most clinics in 2021, with 6,572 Pratama and 1,042 Utama. Private Bandung public health provider PT. Medika Antapani 2020–2021 customer visits decreased. Pratama clinics in Kiaracondong have almost doubled to 15 clinics, giving cash clients many options. To compete, health services must constantly improve service quality to satisfy customers and build loyalty. This research helps PT. Medika Antapani meet customer service needs. The author uses a descriptive and causal research design. The author distributes Likert scale questionnaires to 200 respondents who meet the criteria. According to a descriptive analysis of 200 respondents, most are male, 60-74 years old, live in Cisaranten Endah, are employees, and use general practitioner services. The total average for causal analysis was 3,088, 3,127, and 2.93 for service quality, satisfaction, and loyalty. Satisfaction and service quality affect loyalty by 84.1%. Service quality improvements are needed in PT Medika Antapani for addressing six areas, including low scores on the latest equipment, recruiting Ob-Gyn doctors, and providing reminder messages. For future recommendations, PT Medika Antapani must evaluate its services to maintain quality and develop in areas service users need.
... According to Lovelock, the forces that drive its growth, shape its composition and determine its basis, namely: government policy, social change, business trends, advances in information technology, as well as internationalization and globalization (Wirtz & Lovelock, 2021). ...
It is easy to see that the implementation of higher education today is moving into an industry. The higher education service industry that shifts the meaning of the noble ideal of educational goals is to humanize people. The method used in this study is a qualitative method by collecting data, reading and recording, and managing it. The convenience offered in the Digital Economy automatically opens up wide business opportunities in various fields. The management of Tiggi University must be able to synergize all potentials in various situations and various stakeholders in collaborative cooperation between the government, business actors, and other parties. In a digital economy practice situation, the key to a university's success in marketing its study program lies in the level of ability and quality of managers in bringing together three important factors, namely: computing, communications, and content. Computing, which is the core of the industry, computing is the center of data and information processing needed to carry out Tri Dharma transactions.
... Dalam penelitian selanjutnya, mereka menemukan korelasi tingkat tinggi antara beberapa variabel ini dan mengkonsolidasikannya ke dalam lima dimensi luas: Benda berwujud (penampilan elemen fisik), Keandalan (kinerja yang dapat diandalkan dan akurat), Daya tanggap (cepat dan membantu), Jaminan (kredibilitas, keamanan, kompetensi, dan kesopanan), Empati (akses mudah, komunikasi yang baik, dan pemahaman pelanggan) (Wirtz, 2021) ...
This study aims to analyze the influence of electric bus service quality on youth satisfaction which affects life satisfaction. This research uses descriptive quantitative research. The method of analysis uses software applications in SPSS version 25 which is used to analyze respondent data. Data collection was carried out using a questionnaire. The sample in this study is a portion of the population that meets the inclusion criteria, namely those who use the bus at least 2 times a month and the exclusion criteria for officers working in Trans Jakarta. The results of this study are: 1) The proportion of respondents' tangible bus variables in terms of customer satisfaction is mostly good (76.5%); 2) The proportion of respondents' bus driver's quality variables in terms of customer satisfaction is mostly good (94.1%); 3) The proportion of respondents' empathy variables in terms of customer satisfaction is mostly good (65.9%); 4) The proportion of the variable total service quality of respondents in terms of customer satisfaction is mostly good (51.8%); 5) There is a relationship between tangible bus variables and customer satisfaction (p value 0.000); 6) There is no relationship between bus driver's quality variables and customer satisfaction (p value 1000); 7) There is no relationship between empathy and customer satisfaction (p value 0.174); and 8) There is a relationship between total service quality variables and customer satisfaction (p value 0.010).
... According to the classification of the MoTA, tourist attraction resources in Jordan were divided into three main types in Jordan. These are historical and Cultural Heritage Sites., Natural Sites, and Medical Sites (Getz, 1997;Goldman et al., 1997;Jawabreh et al., 2020;Kamakura et al., 1991;Khwaldeh et al., 2020;Kim & Mauborgne, 1993;Kotler & Armstrong, 2007;Kotler et al., 2010;Lovelock et al., 2004;Luo, 2002). Under each type, there are several sites and tourist attractions including tourist services and facilities. ...
This study aimed to understand the current conditions of the tourism product as well as tourist perceptions in Aqaba City. A quantitative approach methodology was developed to meet the research aims and objectives. The quantitative technique was used based upon the opinion of tourists who visited Aqaba to understand the current condition of tourism products and tourist perceptions. The result indicated that most of the tourists complained about the transportation and traffic. Therefore, there is a need for local institutions to overcome this problem by facilitating access to important tourist attractions areas. Moreover, these institutions should give more attention to the cleanliness issue in Aqaba. Tourists also indicated that Aqaba lacks good restaurants to use or café to enjoy in the city. This indicates that existing places are all popular initiating the need to construct new places with suitable entertainment for tourists. Aqaba Special Economic Zone (ASEZA) should encourage the private sector to establish more cafés, restaurants, and other facilities in Aqaba. Moreover, public institutions should control prices, as tourists complained about the manipulation of prices, especially with tourists using their ignorance of prices. Another weak element was raised by tourists is the poor activities included in the tourist programs in Aqaba. Tourists who visited Aqaba felt boring in particular during night times due to the poor program. The tourists expected to see the city with a wide range of tourist activities distributed in different places. Authorities and policymakers in Aqaba should create a suitable and enjoyable activates program for tourists. The study also recommended that tourism in Aqaba should be marketing along with Petra and Wadi Ram as standalone destinations. Furthermore, tourism in Aqaba needs a special Beach Management Board, which should be responsible for all tourism activities on the beach of Aqaba.
Despite the significant challenges faced by its employees, the South African mining industry continues to contribute to the economy. This study explored employee retention factors in the South African mining industry from the perspective of high-performing employees. Five high-performing employees in a platinum-producing mine (male = 4, black = 4, middle managers = 5) completed in-depth telephone interviews. A thematic content analysis revealed the following four themes: (i) job content, (ii) career factors, (iii) workplace relationships, and (iv) compensation. We present and discuss each of these themes, before concluding with the theoretical and practical implications for employee retention in the South African mining industry.
Jumlah kunjungan wisatawan yang terus meningkat seiring berkurangnya dampak dari pandemi COVID-19 menyebabkan persaingan hotel-hotel untuk menyediakan kualitas pelayanan yang lebih baik untuk meningkatkan tingkat kepuasan tamu. Penelitian ini dilaksanakan dengan tujuan untuk mengetahui persepsi kepuasan tamu Paradise Hotel Golf and Resort terhadap kualitas pelayanan yang disediakan. Responden dalam penelitian ini berjumlah 30 orang yang diperoleh melalui teknik snowball sampling yang kemudian mengisi kuesioner terkait lima dimensi kualitas pelayanan dan indikator-indikator dari setiap dimensi. Data yang diperoleh dianalisis dengan menggunakan metode rentang untuk mengetahui persepsi kepuasan responden. Hasil penelitian menunjukkan bahwa responden sudah merasa sangat puas terhadap Dimensi Bukti Fisik dan Kepastian serta merasa puas dengan Dimensi Keandalan, Daya Tanggap, dan Empati. Secara keseluruhan, responden berpersepsi puas terhadap kualitas pelayanan yang disediakan oleh Paradise Hotel Golf and Resort.
For CSM to have the desired effect for suppliers, namely a reduced churn rate, it must be considered valuable from customers’ perspective. Research studies have shown that customers assess their suppliers’ CSM activities with regard to the quality of the suppliers’ resources, e.g. the CS managers’ competencies, and the quality of the resource integration process in which customer and supplier are involved, e.g. the communication process between both parties. The customer’s assessment of the supplier’s CSM quality then determines the customer experienced value in use—on the collective and individual levels—which is known to have an influence on the customer’s churn behavior. Besides the quality of the CSM activities, the customer-perceived extent of CSM (i.e., the supplier’s CSM effort that the customer actually perceives) can have a positive impact on the churn rate as well. This means that CSM activities should not only be of high quality and valuable to the customer, but they should also be carried out with a certain regularity and intensity. If these requirements are met, CSM activities can have a positive impact on the longevity of business relationships, reflected, for example, in a positive ROI for the supplier.
Layanan publik adalah semua aktivitas layanan yang dilakukan oleh penyedia layanan publik untuk memenuhi kebutuhan penerima layanan dan implementasi ketentuan perundang-undangan. Penelitian ini bertujuan untuk mengetahui dan menjelaskan layanan publik di desa terutama layanan administrasi kependudukan yang dilakukan dan menjelaskan kendala dalam pelaksanaan layanan publik di Kelurahan Kecamatan Kota Kudus. Metode pendekatan yang digunakan adalah yuridis sosiologis dan pengumpulan data dilakukan dengan menggunakan metode wawancara dengan Kelurahan Kajeksan, Kelurahan Workasan, Kelurahan Panjunan; Lembaga Pemberdayaan Masyarakat Kelurahan (LPMK) Kelurahan Kajeksan, Kelurahan Kajeksan Kelurahan. Metode penentuan sampel digunakan dengan purposive sampling, sedangkan hasil pengolahan data disajikan dalam bentuk analisis deskriptif. Hasil penelitian ini menunjukkan bahwa pelaksanaan pelayanan administrasi kependudukan di Kecamatan Kota Kudus belum optimal, antara lain karena masih ada kesalahan penulisan dan format yang salah dalam melakukan administrasi kependudukan. Standar layanan di Kecamatan Kota Kudus umumnya baik dan hambatan dalam pelaksanaan pelayanan publik di Desa Kecamatan Kota Kudus termasuk kurangnya pemahaman tentang administrasi kependudukan, kurangnya personil Pegawai Desa, sumber daya manusia yang rendah, kurangnya fasilitas yang memadai dan infrastruktur, karena gangguan peralatan, karena standar layanan publik, terutama standar waktu, standar biaya dan standar yang jelas untuk menyelesaikan layanan publik, serta kompetensi penyedia layanan, tinjauan perlu dilakukan tentang masalah tersebut.Kata kunci: Optimasi, Layanan Publik, Administrasi Kependudukan
The main objective of this study is to shed light on the reality of microfinance marketing in Egyptian banks, how the marketing mix affects on attracting customers’ attention toward microfinance services, and how this effect can vary according to the educational level as a moderator variable. Data were collected through structured questionnaire from a sample of 400 microfinance customers in public banks in Egypt. To test the hypotheses, structural equation modeling (SEM) was used using the maximum likelihood method available in the program (Lisrel 8.8). Attracting customers to microfinance services is an important goal for banks. This study explains the marketing mix of the microfinance services (7 ps) that public banks focus on to attract customers toward microfinance services. This study determines the suitable microfinance services marketing mix to attract customers by evaluate the current marketing mix from the point of view of current consumers, so this study putting its hand on the marketing imbalance in the Egyptian banks and how the educational level of customers increase the feeling of this problem in attracting them to the banks.
This article compares problems and strategies cited in the services marketing literature with those reported by actual service suppliers in a study conducted by the authors. Discussion centers on several broad themes that emerge from this comparison and on guidelines for future work in services marketing.
This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries.
The popular press has recently reported that managers of retail and service outlets are diffusing scents into their stores to create more positive environments and develop a competitive advantage. These efforts are occurring despite there being no scholarly research supporting the use of scent in store environments. The authors present a review of theoretically relevant work from environmental psychology and olfaction research and a study examining the effects of ambient scent in a simulated retail environment. In the reported study, the authors find a difference between evaluations of and behaviors in a scented store environment and those in an unscented store environment. Their findings provide guidelines for managers of retail and service outlets concerning the benefits of scenting store environments.
Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully with service failures or the impact of complaint handling strategies. In this study, the authors find that a majority of complaining customers were dissatisfied with recent complaint handling experiences. Using justice theory, the authors also demonstrate that customers evaluate complaint incidents in terms of the outcomes they receive, the procedures used to arrive at the outcomes, and the nature of the interpersonal treatment during the process. In turn, the authors develop and test competing hypotheses regarding the interplay between satisfaction with complaint handling and prior experience in shaping customer trust and commitment. The results support a quasi “brand equity” perspective—whereas satisfaction with complaint handling has a direct impact on trust and commitment, prior positive experiences mitigate, to a limited extent, the effects of poor complaint handling. Implications for managers and scholars are discussed.
