Since the 1990s,globalization has aroused people’s attention constantly.Meanwhile,with more and more immigrants,migrant workers,international students,foreign tourists,and business people,cross-cultural interaction h...Since the 1990s,globalization has aroused people’s attention constantly.Meanwhile,with more and more immigrants,migrant workers,international students,foreign tourists,and business people,cross-cultural interaction has increased dramatically.Consequently,the communication and interaction between service employees and customers from different cultural backgrounds is getting frequent.Services have gotten great profits from the phenomenon which is known as intercultural service encounters(ICSE).For one who has contributed a lot to ICSE,Piyush Sharma in his book Intercultural Service Encounters:Cross-cultural Interactions and Service Quality attempts to concentrate on some significant factors closely related to ICSE,from the perspective of service employees.Account for Piyush Sharma’s novel view on the relationship of employees and customers in the process of ICSE,here is a review of his work.For each part of Piyush Sharma’s volume,this review gives readers a brief and concise summary,which is followed by comprehensive comments of the reviewer.This review is a good guidance and introduction for those who are interested in ICSE and those who major in foreign languages and marketing management to have a good command of Piyush Sharma’s volume.展开更多
Services may be investigated from many perspectives. They encapsulate over 65% of global business, yet many gaps in the services knowledge base exist – particularly from areas including information technology, oper...Services may be investigated from many perspectives. They encapsulate over 65% of global business, yet many gaps in the services knowledge base exist – particularly from areas including information technology, operational, customer targeting, and services provision. This research investigates an emerging and truly disruptive business scenario – the service value network, from a marketing, an operations and services approach. The service value network is defined as the flexible, dynamic, delivery of a service, or product, by a business’s coordinated value chains (supply chains and demand chains working in harmony), such that a value-adding, specific, service solution is effectively, and efficiently, delivered to the individual customer. The ‘physical and virtual service value network customer – business encounter model’ is developed. Impediments to the development of a service value networks are investigated. Eight key areas related to website customer encounters are offered as investigation areas. The customer ‘touch-points’ across the virtual service encounter offers a raft of new research possibilities and possible new pathways to competitive advantage. Approaches to measure service network encounter effectors are explained. Current and future areas of business research are described. This paper frames the research agenda for service value networks.展开更多
文摘Since the 1990s,globalization has aroused people’s attention constantly.Meanwhile,with more and more immigrants,migrant workers,international students,foreign tourists,and business people,cross-cultural interaction has increased dramatically.Consequently,the communication and interaction between service employees and customers from different cultural backgrounds is getting frequent.Services have gotten great profits from the phenomenon which is known as intercultural service encounters(ICSE).For one who has contributed a lot to ICSE,Piyush Sharma in his book Intercultural Service Encounters:Cross-cultural Interactions and Service Quality attempts to concentrate on some significant factors closely related to ICSE,from the perspective of service employees.Account for Piyush Sharma’s novel view on the relationship of employees and customers in the process of ICSE,here is a review of his work.For each part of Piyush Sharma’s volume,this review gives readers a brief and concise summary,which is followed by comprehensive comments of the reviewer.This review is a good guidance and introduction for those who are interested in ICSE and those who major in foreign languages and marketing management to have a good command of Piyush Sharma’s volume.
文摘Services may be investigated from many perspectives. They encapsulate over 65% of global business, yet many gaps in the services knowledge base exist – particularly from areas including information technology, operational, customer targeting, and services provision. This research investigates an emerging and truly disruptive business scenario – the service value network, from a marketing, an operations and services approach. The service value network is defined as the flexible, dynamic, delivery of a service, or product, by a business’s coordinated value chains (supply chains and demand chains working in harmony), such that a value-adding, specific, service solution is effectively, and efficiently, delivered to the individual customer. The ‘physical and virtual service value network customer – business encounter model’ is developed. Impediments to the development of a service value networks are investigated. Eight key areas related to website customer encounters are offered as investigation areas. The customer ‘touch-points’ across the virtual service encounter offers a raft of new research possibilities and possible new pathways to competitive advantage. Approaches to measure service network encounter effectors are explained. Current and future areas of business research are described. This paper frames the research agenda for service value networks.