Access the full text.
Sign up today, get DeepDyve free for 14 days.
J. Louviere (2001)
What If Consumer Experiments Impact Variances as Well as Means? Response Variability as a Behavioral PhenomenonJournal of Consumer Research, 28
C. Trappey, A. Trappey, Shuenn-jia Hwang (1996)
A computerized quality function deployment approach for retail servicesComputers & Industrial Engineering, 30
J. Jhang, H. Chan (2001)
APPLICATION OF THE TAGUCHI METHOD TO IMPROVE THE PROCESS YIELD RATE FOR AIR CLEANERS IN TOYOTA CORONA VEHICLESInternational Journal of Reliability, Quality and Safety Engineering, 08
W. Moore, J. Louviere, R. Verma (1999)
Using conjoint analysis to help design product platformsJournal of Product Innovation Management, 16
K. Machleit, Sevgin Eroğlu, S. Mantel (2000)
Perceived Retail Crowding and Shopping Satisfaction: What Modifies This Relationship?Journal of Consumer Psychology, 9
K. Newman, A. Cowling, S. Leigh (1998)
Case study: service quality, business process re‐engineering and human resources: a case in point?International Journal of Bank Marketing, 16
E. Gummesson
Quality Management in Service Organizations – Interpretation of the Service Quality Phenomenon and a Synthesis of International Research
Jane Kingman‐Brundage, W. George, D. Bowen (1995)
“Service logic”: achieving service system integrationInternational Journal of Service Industry Management, 6
Frederick Easton, Madeleine Pullman (2001)
Optimizing Service Attributes: The Seller's Utility ProblemDecis. Sci., 32
D. Ermer, Mark Kniper (1998)
Delighting the customer: Quality function deployment for quality service designTotal Quality Management & Business Excellence, 9
Stephen Tax, I. Stuart (1997)
Designing and implementing new services: The challenges of integrating service systemsJournal of Retailing, 73
Stephen Brown, R. Fisk, M. Bitner (1994)
The Development and Emergence of Services Marketing ThoughtInternational Journal of Service Industry Management, 5
A. Connor (1999)
Parameter Sizing for Fluid Power Circuits Using Taguchi MethodsJournal of Engineering Design, 10
R. Verma, Gary Thompson, W. Moore, J. Louviere (2001)
Effective Design of Products/Services: An Approach Based on Integration of Marketing and Operations Management DecisionsDecis. Sci., 32
M.C. Holcomb
Customer service measurement: a methodology for increasing customer value through utilization of the Taguchi strategy
Madeleine Pullman, W. Moore (1999)
Optimal service design: integrating marketing and operations perspectivesInternational Journal of Service Industry Management, 10
J. Baker, A. Parasuraman, Dhruv Grewal, Glenn Voss (2002)
The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage IntentionsJournal of Marketing, 66
J. Arias (1996)
Conjoint‐based preferential segmentation in the design of a new financial serviceInternational Journal of Bank Marketing, 14
W.F. Kuhfeld
An Introduction to Designing Choice Experiments: Collecting, Processing and Analyzing Choice Data with SAS System
R. Donovan, J. Rossiter (1982)
Store atmosphere: an environmental psychology approach
C. Gronroos (1978)
A Service‐Orientated Approach to Marketing of ServicesEuropean Journal of Marketing, 12
Peter Boatwright, Joseph Nunes (2001)
Reducing Assortment: An Attribute-Based ApproachJournal of Marketing, 65
A.T. Swartz, D.E. Bowen, S.W. Brown
Fifteen years after breaking free: services then, now and beyond
Glenn Voss, A. Parasuraman, Dhruv Grewal (1998)
The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges:Journal of Marketing, 62
R. Bennett (1998)
Customer recall of promotional displays at supermarket checkouts: arousal, memory and waiting in queuesThe International Review of Retail, Distribution and Consumer Research, 8
Lynn Shostack (1982)
How to Design a ServiceEuropean Journal of Marketing, 16
G.L. Shostach
Planning the service encounter
Nusser Raajpoot, Arun Sharma (2006)
Perceptions of incompatibility in customer‐to‐customer interactions: examining individual level differencesJournal of Services Marketing, 20
P. Green, J. Carroll, S. Goldberg (1981)
A General Approach to Product Design Optimization via Conjoint AnalysisJournal of Marketing, 45
D. Hensher, L. Johnson (1980)
Applied discrete-choice modelling
P. Berger, T. Magliozzi (1993)
Experimental design in direct mail and the application of Taguchi methodsJournal of Interactive Marketing, 7
Philip Titus, P. Everett (1996)
Consumer wayfinding tasks, strategies, and errors: An exploratory field studyPsychology & Marketing, 13
Lynn Shostack (1987)
Service Positioning through Structural ChangeJournal of Marketing, 51
H. Harrington (1991)
Business process improvement : the breakthrough strategy for total quality, productivity, and competitiveness
Sevgin Eroğlu, K. Machleit, T. Barr (2005)
Perceived retail crowding and shopping satisfaction: The role of shopping valuesQuality Engineering, 51
H.J. Harrington
Business Process Improvement
K.G. Stephens
A fault tree approach to analysis of behavioural systems: an overview
R. Natarajan, R. Martz, K. Kurosaka (1999)
APPLYING QFD TO INTERNAL SERVICE SYSTEM DESIGNQuality Progress, 32
G. Shostack (1996)
Designing Services That Deliver
J. Chébat, C. Gélinas-Chebat, K. Therrien (2005)
Lost in a mall, the effects of gender, familiarity with the shopping mall and the shopping values on shoppers' wayfinding processesJournal of Business Research, 58
S. Macfarlane, K. Eager (1995)
Robust Design and Professional Services: A Hospital Emergency Room CaseEngineering Management Journal, 7
G. Shostack (1977)
Breaking Free from Product MarketingJournal of Marketing, 41
E. Gummesson (1991)
Truths and Myths in Service QualityInternational Journal of Service Industry Management, 2
C. Grönroos (1984)
A Service Quality Model and its Marketing ImplicationsEuropean Journal of Marketing, 18
D. Meyer, Larry Mitchell (1996)
Failure Avoidance and Robust Design: Quality Tools in Market Research.
Ashok Kumar, J. Motwani, Luis Otero (1996)
An application of Taguchi’s robust experimental design technique to improve service performanceInternational Journal of Quality & Reliability Management, 13
K. Tan, K. Tang (2001)
Vehicle dispatching system based on Taguchi-tuned fuzzy rulesEur. J. Oper. Res., 128
M. Hammer, J. Champy (1995)
REENGINEERING THE CORPORATION: A MANIFESTO FOR BUSINESS REVOLUTION
W. Selen, J. Schepers (2001)
Design of quality service systems in the public sector: Use of quality function deployment in police servicesTotal Quality Management, 12
W.R. George, B.E. Gibson
Blueprinting – a tool for managing quality in service
Purpose – The purpose of this paper is to introduce the concept of robust design in retail service literature. Design/methodology/approach – Using a Taguchi design comprising of inner L 8 (2 7 ) and outer 2 2 arrays, a discrete choice task was designed for 233 students respond to. Signal‐to‐noise ( S / N ) ratio was used to test design robustness. Findings – Negative effects of uncontrollable design factors on service choice were minimized through the use of inner and outer Taguchi arrays. The single composite measure of consumer choice called S / N ratio accounted both for mean and variance of choice probabilities. Research limitations/implications – Use of student sample was a major limitation. Also, the interaction between design factors was not tested as it required the use of more complicated designs. Practical implications – This method can be used to improve design robustness by minimizing the impact of uncontrollable noise factors. Use of S / N ratio can help to select the design that simultaneously maximized the choice probabilities and minimized performance variation. Originality/value – The paper makes important methodological and operational contributions to the retail service design literature. First, the concept of controllable and uncontrollable factors in choice‐based designs is introduced. Second, the use of S / N ratio as a single, composite measure of design robustness was incorporated. Operationally, this study highlights the impact of less‐studied concepts of wayfinding and customer incompatibility on satisfaction of retail customers.
International Journal of Commerce and Management – Emerald Publishing
Published: Jul 31, 2008
Keywords: Taguchi methods; Consumer behaviour; Retailing; Service levels
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.