Service quality and service productivity management practices

Article Abstract:

This article reports the results of empirical research on service quality and service productivity management practices. The objective of the research is to gain a better understanding of these practices through a comparative analysis of large and small businesses, of firms delivering services to organizations and to consumers, and of unionized and nonunionized firms. A second objective is to correlate these practices to two performance variables: financial results and perceived customer satisfaction. The most frequent practices have been identified. Various quality practices are associated with customer satisfaction but not with financial results. Productivity practices are less popular than quality practices, but some are related to both financial results and customer satisfaction. An important problem is that quality has been defined and redefined in many ways that often embody elements of productivity. (Reprinted by permission of the publisher.)

Quality management, Quality control, Labor productivity

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Miscomprehension gap between CPAs and their corporate customers

Article Abstract:

This article identifies and measures the gaps between two perceptions: how accounting firms believe they are perceived by their corporate clients versus how these customers really perceive their accounting firm. The literature relevant to professional services on expectations, selection criteria, perceived differentiation, satisfaction, and loyalty is reviewed. Analyses of the data obtained by questionnaires mailed to accountants and company executives revealed that the groups diverge on perceptual and learning constructs but converge on the behavioral construct. The results show that the gap between the two groups is very large. Thus, CPAs should readjust the services in the perspective of the clients' expectations rather than their own views. (Reprinted by permission of the publisher.)

Accounting, auditing, & bookkeeping, Accounting & Auditing Services, Accounting, Tax Preparation, Bookkeeping, and Payroll Services, Accounting and auditing, Corporations, Accounting firms, Accounting services, Customer satisfaction

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Developing new business-to-business professional services: what factors impact performance?

Article Abstract:

Business-to-business professional services has been a high growth area for over a decade. Increasing complexity and high technology characterizes this sector, making new product development both essential and risky for firms. Surprisingly little research has been done to understand the industrial professional services sector and, in particular, to discover what factors lead to new product success or failure, however. This article reports the results of an investigation that examines how professional services firms develop new products and what factors impact the performance of these ventures. (Reprinted by permission of the publisher.)

Business-to-business market, Business to business market, Professional corporations

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