Volume 6 Number 1 (April - September 2006)

  AN EMPIRICAL ANALYSIS OF FIRM REVITALIZATION INNOVATION-LESSONS FORM JAPAN'S LOST DECADE TOWARD A SERVICE-ORIENTED ECONOMY  Gentoku Yoshikawa , Chihiro Watanabe
 


During Japan’s “lost decade” of the 1990s, many firms experienced business hardships such as a decline in operating income, bankruptcy or even liquidation. However, through intensive efforts, a number of firms have been able to rebuild their business operations in recent years. Indeed, certain firms demonstrate a clear revitalization trajectory in 2004. This paper attempts an empirical analysis to identify the structural source that has enabled firms to succeed in their revitalization efforts. Also, by defining revitalization processes supported by innovation as “Revitalization Innovation,” the mechanism of dynamism is elucidated. On the basis of a comprehensive review of Japan’s leading 500 firms over the last 12 years, it was identified that there are two types of firm revitalization innovation: industry revitalization potency-dependent and firm indigenous revitalization potency dependent. Furthermore, this paper postulates that a technology driven shift to service-oriented manufacturing is particularly impo.
 

  RELATIONSHIP BONDING TACTICS, RELATIONSHIP QUALITY AND CUSTOMER BEHAVIORAL LOYALTY — BEHAVIORAL SEQUENCE IN TAIWAN’S INFORMATION SERVICES INDUSTRY   Wen-Hung Wang, Chiung-Ju Liang, Yung-De Wu
 


This study develops and empirically tests a model examining the relation among relationship bonding tactics, customer satisfaction, trust, commitment and customer loyalty. Relationship duration and product involvement are used as controllable variables in a relationship marketing system. Based on samples collected from PC school, an information services institute in Taiwan, the results show that social bonding tactics can be further divided into unidirectional and interactive social bonding tactics. The results also show that structural bonding tactics are the most significant factor that influence relationship quality. In addition, results show that product involvement does have positively significant effects on the relationship quality model. Finally, relationship quality has a positive influence on customer loyalty, regardless of relationship duration type.
 

  SERVICE QUALITY IN BANGALORE HOSPITALS – AN EMPIRICAL STUDY
R. Rohini, B. Mahadevappa
 


In today’s highly competitive environment, hospitals are increasingly realizing the need to focus on service quality as a measure to improve their competitive position. Customer based determinants and perceptions of service quality, therefore, play an important role when choosing a hospital. In this paper, we present a service quality perception study-undertaken in five hospitals in Bangalore city. The well-documented ‘Service Quality Model’ was used as a conceptual framework for understanding service quality delivery in health care services. The measuring instrument used in this study was the SERVQUAL questionnaire for the measurement of Gap 5 and Gap 1. An analysis covering a sample of 500 patients revealed that there exists an overall service quality gap between patients’ perceptions and their expectations. An analysis covering a sample of 40 management personnel revealed that a gap between managements’ perception about patients’ expectations and patients’ expectations of service quality also exists.
 

  DIAGNOSING QUALITY OF REPRODUCTIVE HEALTH SERVICES PROVIDED THROUGH PUBLIC HEALTH SYSTEM IN INDIA: APPLICATION OF SYSTEM’S FRAMEWORK  P.R. Sodani
 


Quality of care has emerged as a central issue in reproductive health. The need for improving quality is intensely realized, as the health services remain grossly under-utilized despite an extensive network of infrastructure and manpower. The study has been carried out to assess the quality of care of reproductive health services and to determine factors responsible for the current level of quality of reproductive health services in the context of public health system in Udaipur district of a major Indian State Rajasthan. The study is based on both primary and secondary data. It has used both quantitative and qualitative information. Bruce Quality of Care framework has been used to assess the quality of care, which incorporate six elements: choice of methods, information given to users, technical competence, interpersonal relations, follow-up/ continuity mechanisms, and appropriate constellation of services. These elements reflect six aspects of the services, identifying client experience as critical.

 

  MANAGERS ATTITUDE TOWARDS TECHNOLOGY ORIENTATION IN SSIS OF CHANDIGARH-MOHALI INDUSTRIAL CLUSTERS  Hardeep Chahal, Ruchi Kohli
 


Information Technology has introduced new ways of business processes to harness the benefits of better products quality, satisfaction of employees, current & potential customers, and financial performance in Small Scale Industries (SSIs). This study measures managers’ orientation towards IT & its impact on SSIs performance using four variables namely technology orientation, product quality, recipient satisfaction and financial performance. The study hypothesized that higher degree of managers’ orientation towards Information & Communication Technology (ICT) invariably affects the recipient satisfaction, product quality & financial performance. The validity & reliability of the study were checked using correlation and Cronbach Alpha values. The paper highlights the pattern of ITapplications and factors influencing Information Technology Enabled Operations in SSIs. The limitations & future research issues are also discussed.
 

  GATS AND LIBERALISATION OF SERVICES: IMPLICATIONS FOR INDIA
Krushna Mohan Pattanaik
 


With the emergence of services as the major contributor to economic development, liberalisation of services has become a crucial issue in international negotiations on services. Liberalisation of services necessitates some short and mediumterm adjustment costs. To reap the benefits of liberalisation and to deal with the problems that it might create in the short and medium term; liberalization of services must be accompanied by domestic reforms. The study argues that such reforms particularly in the form of regulatory reforms intended to develop a transparent and fair regime would create a level playing field within the framework of a competitive market.
 

  NATIONAL INNOVATION ECOSYSTEMS: THE SIMILARITY AND DISPARITY OF JAPAN-US TECHNOLOGY POLICY SYSTEMS TOWARD A SERVICE ORIENTED ECONOMY  Chihiro Watanabe, Kayano Fukuda
 


Coinciding with the announcement of the National Innovation Ecosystem proposed by the US Council on Competitiveness, Japan’s Industrial Structure Council proposed a significant shift from a technology policy to an innovation policy based on the ecosystem concept. Aiming at analyzing the complex mutual relations between human activities centered around industry and the surrounding environment, Japan’s Ministry of International Trade and Industry postulated the concept of Industrial Ecology in the early 1970s. In the US, a similar policy was initiated by the National Academy of Engineering in the early 1990s corresponding to the mutually inspiring cycle in the two nations. The basic principle of Industrial Ecology suggests substitution among available production factors in a closed system in order to achieve sustainable development under certain constraints. Based on this concept, Japan achieved notable energy efficiency improvement in the 1980s that can be attributed to technology substitution for energy.
 

  PERCEPTIONS OF SERVICE QUALITY IN AN ACADEMIC LIBRARY: A CASE STUDY
Ashok Kumar Sahu
 


This article explores the perception of the users of the Jawaharlal Nehru University (JNU) Library, New Delhi, India, with regard to the quality service provided by it. A questionnaire was used as the data gathering instrument. SERVQUAL as a diagnostic tool was used to measure service quality. It is defined as the difference between customer perceptions and expectations of service. Service quality is essential to change the work culture among the employees and to generate their involvement in the services of the library. It should focus on continuous improvement in products and services, with greater employee involvement and an increased emphasis on customer needs.
 

  IMPLICATIONS OF CORPORATE SOCIAL RESPONSIBILITY ON MARKETING PERFORMANCE: A CONCEPTUAL FRAMEWORK  Hardeep Chahal, R.D. Sharma
 
Corporate Social Responsibility (CSR) means firm’s obligation to protect and improve welfare of the society and its organization, now as well as in future, through its various business and social actions, and ensures that it generates equitable and sustainable benefits for the various stakeholders. As such CSR can serve as an effective marketing tool to compete and sustain competitive advantage in the present fast changing, hyper competitive environment. Though there are research studies that provide the domain of CSR and its effects on the business performance but they have varied viewpoints and are inadequate. Given its broad conceptualization as such, it’s really arduous to define the domain of CSR. Presently, lots of efforts are being taken to know its domain and its actual impact on the organizational performance in various settings. The present paper is an effort towards this direction. The main objective of the paper is to build grounding for analyzing the impact of CSR on various marketing performance.
 
   
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