Effectiveness of 3P Implementation (People, Process, Physical Evidence) And Company Performance At Different Levels Of Complexity And Divergence
DOI:
https://doi.org/10.35335/ijosea.v11i2.48Keywords:
Effectiveness of 3P Implementation, Different Levels, Complexity And DivergenceAbstract
The aim of this research is to know the differences of the level of complexity and divergence, the different effektiveness of 3P’s and the performance of two workshops (an authorized service station of motorcycle and an unauthorized one). The techniques used to collect data were: 1) interview, to know the general map of the company, 2) questionaires, to know data of complexity and divergence of the company, scores of perception concerning the effectiveness of 3P’s, 3) documentation, to know the daily total numbers of service within a year. The data analysing techniques used were ; the different percentage test use to know the different of level the complexity and divergence, the U Mann-Whitney Test used to know the different of 3P’s effectiveness and performances. The research found that : 1) there was a different of the level of complexity and divergence between an authorized service station of motorcycle and the unauthorized one. In the level of the different of complexity was 16,67%, the authorized service station has relatively higher level of complexity than unauthorized one. For this level of divergence is 10% and the authorized service station has relatively lower level of divergence than unauthorized one. 2) there was no different of 3P’s effectiveness between both service stations, at the variable people there was no diferent with z=-0,225 (p>0,05) and at the variable process there was no diferent with z=-0,122 (p>0,05) then at the variable physical evidence there was no diferent with z=-0,160 (p>0,05). 3) there was a different performance between an authorized service station and an unauthorized one. As specialy in giving minor service between the authorized service station and the unauthorized one namely z =-6,10 (p<0,05) and for the medium service, z = -6,786 (p<0,05) while for the major service,z = - 6,675 (p<0,05) and for the whole service between the authorized service station and unauthorized one the diferent was z = - 6,675 (p<0,05), but the authorized service station had much higher performance level than the unauthorized one in each service and doing full service.
Downloads
References
Ahmad, A. M. K. (2007). The impact of competitive environment on the service marketing mix strategy of health organisations in developing countries: Jordanian private sector hospital senior managers perspective. University of Huddersfield.
Ahrens, T., & Chapman, C. S. (2006). Doing qualitative field research in management accounting: Positioning data to contribute to theory. Handbooks of Management Accounting Research, 1, 299–318.
Akraush, M. N. (2005). The Services Marketing Mix Paradigm: Is It Still Appropriate for Today’s Service Businesses? Al-Balqa Journal for Research and Studies البلقاء للبحوث والدراسات, 11(2), 8.
Armbrust, M., Fox, A., Griffith, R., Joseph, A. D., Katz, R. H., Konwinski, A., Lee, G., Patterson, D. A., Rabkin, A., & Stoica, I. (2009). Above the clouds: A berkeley view of cloud computing. Technical Report UCB/EECS-2009-28, EECS Department, University of California ….
Ba, S., & Johansson, W. C. (2008). An exploratory study of the impact of e‐service process on online customer satisfaction. Production and Operations Management, 17(1), 107–119.
Belzowski, B. M., Henderson, A., & Koppinger, P. (2007). Inside India: Indians view their automotive future. Somers, NY: IBM Global Services, c2007.
Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: a practical technique for service innovation. California Management Review, 50(3), 66–94.
Bowen, D. E., & Lawler III, E. E. (2006). The empowerment of service workers: What, why, how, and when. Managing Innovation and Change, 33, 155–169.
Cusumano, M., Kahl, S., & Suarez, F. (2008). A THEORY OF SERVICES IN PRODUCTS INDUSTRIES Paper 242. Retrieved March, 20, 2015.
Dominici, G. (2009). From marketing mix to e-marketing mix: a literature overview and classification. International Journal of Business and Management, 4(9), 17–24.
Erickson, K. A. (2009). The hungry cowboy: Service and community in a neighborhood restaurant. Univ. Press of Mississippi.
Goi, C. L. (2009). A review of marketing mix: 4Ps or more. International Journal of Marketing Studies, 1(1), 2–15.
Halinen, A., & Törnroos, J.-Å. (2005). Using case methods in the study of contemporary business networks. Journal of Business Research, 58(9), 1285–1297.
Ho, H., & Hung, C. (2008). Marketing mix formulation for higher education: An integrated analysis employing analytic hierarchy process, cluster analysis and correspondence analysis. International Journal of Educational Management.
Hume, M., Mort, G. S., Liesch, P. W., & Winzar, H. (2006). Understanding service experience in non-profit performing arts: Implications for operations and service management. Journal of Operations Management, 24(4), 304–324.
Ismail, I., Haron, H., Ibrahim, D. N., & Isa, S. M. (2006). Service quality, client satisfaction and loyalty towards audit firms: Perceptions of Malaysian public listed companies. Managerial Auditing Journal.
Janssen, H. (2005). Study on the post-tsunami rehabilitation of fishing communities and fisheries-based livelihoods in Indonesia. International Collective in Support of Fishworkers, Banda Aceh/Jakarta, December.
Kadam, P., & Bhalerao, S. (2010). Sample size calculation. International Journal of Ayurveda Research, 1(1), 55.
Kashdan, T. B., & Rottenberg, J. (2010). Psychological flexibility as a fundamental aspect of health. Clinical Psychology Review, 30(7), 865–878.
Keh, H. T., & Pang, J. (2010). Customer reactions to service separation. Journal of Marketing, 74(2), 55–70.
Kimmel, A. J. (2010). Connecting with consumers: Marketing for new marketplace realities. Oxford University Press.
Kirkpatrick, I., Ackroyd, S., & Walker, R. (2005). The new managerialism and public service professions. Hampshire: Palgrave Macmillan.
Laroche, M., Nepomuceno, M. V., & Richard, M. (2010). How do involvement and product knowledge affect the relationship between intangibility and perceived risk for brands and product categories? Journal of Consumer Marketing.
Laroche, M., Yang, Z., McDougall, G. H. G., & Bergeron, J. (2005). Internet versus bricks-and-mortar retailers: An investigation into intangibility and its consequences. Journal of Retailing, 81(4), 251–267.
Lindberg, N., & Nordin, F. (2008). From products to services and back again: Towards a new service procurement logic. Industrial Marketing Management, 37(3), 292–300.
Long, W. (2010). Study on the Influence of Commitment on Customer Behavior in the Stage of Pre-purchase and Post-Purchase. 2010 International Conference on Management of E-Commerce and e-Government, 188–191.
Longo, M., Mura, M., & Bonoli, A. (2005). Corporate social responsibility and corporate performance: the case of Italian SMEs. Corporate Governance: The International Journal of Business in Society.
Malai, V., & Speece, M. (2005). Cultural impact on the relationship among perceived service quality, brand name value, and customer loyalty. Journal of International Consumer Marketing, 17(4), 7–39.
Moody, L. E., Slocumb, E., Berg, B., & Jackson, D. (2004). Electronic health records documentation in nursing: nurses’ perceptions, attitudes, and preferences. CIN: Computers, Informatics, Nursing, 22(6), 337–344.
Mudie, P., & Cottam, A. (2010). Management and marketing of services. Routledge.
Nachar, N. (2008). The Mann-Whitney U: A test for assessing whether two independent samples come from the same distribution. Tutorials in Quantitative Methods for Psychology, 4(1), 13–20.
Oke, A., Munshi, N., & Walumbwa, F. O. (2009). The influence of leadership on innovation processes and activities. Organizational Dynamics, 38(1), 64–72.
Papazoglou, M. P., & Van Den Heuvel, W.-J. (2006). Service-oriented design and development methodology. International Journal of Web Engineering and Technology, 2(4), 412–442.
Prahinski, C., & Kocabasoglu, C. (2006). Empirical research opportunities in reverse supply chains. Omega, 34(6), 519–532.
Runeson, P., & Höst, M. (2009). Guidelines for conducting and reporting case study research in software engineering. Empirical Software Engineering, 14(2), 131–164.
Seidel, S., Müller-Wienbergen, F., & Rosemann, M. (2010). Pockets of creativity in business processes. Communications of the Association for Information Systems, 27(1), 415–436.
Shanmoogam, R. (2006). An exploratory study on customer service in Fedics Food Service KZN.
Siddiqui, M. H., & Sharma, T. G. (2010). Analyzing customer satisfaction with service quality in life insurance services. Journal of Targeting, Measurement and Analysis for Marketing, 18(3), 221–238.
Simon, F., & Usunier, J.-C. (2007). Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology. International Journal of Research in Marketing, 24(2), 163–173.
Skibniewski, M. J., & Ghosh, S. (2009). Determination of key performance indicators with enterprise resource planning systems in engineering construction firms. Journal of Construction Engineering and Management, 135(10), 965–978.
Stiglingh, M. (2009). Developing a model to evaluate the quality of the services rendered by the South African Revenue Service. University of Pretoria.
Teece, D. J. (2010). Business models, business strategy and innovation. Long Range Planning, 43(2–3), 172–194.
Weber, L. (2009). Marketing to the social web: How digital customer communities build your business. John Wiley & Sons.
Zineldin, M., & Philipson, S. (2007). Kotler and Borden are not dead: myth of relationship marketing and truth of the 4Ps. Journal of Consumer Marketing.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2021 International Journal on Social Science, Economics and Art
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
International Journal on Social Science, Economics and Art is licensed under a 