Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Exploring competitive priorities in the service sector: evidence from India

Exploring competitive priorities in the service sector: evidence from India The purpose of this study is to explain the components of competitive priorities of Indian service firms, to find out the competitive priorities of different service industries in India and to find out how these competitive priorities change across low- and high-performing service firms.Design/methodology/approachAn empirical study of 166 firms from five different service industries is undertaken in New Delhi and its surroundings.FindingsThe results reveal the presence of three competitive priorities in the services sector in India: cost, flexibility and quality/delivery, with quality/delivery being the most distinctive competitive priority. Hotel and auto-repair industries are found to be focused on controlling costs, while hospitals, banks and private colleges prioritized quality/delivery. For high-performing firms, cost is the top most competitive priority, followed by quality/delivery and flexibility, while for low-performing firms, quality/delivery remains the top most competitive priority, followed by flexibility and cost.Originality/valueThe paper enhances the understanding of competitive priorities in the Indian services sector. The identification of competitive priorities of different service industries in India and their dynamics across different industries add value to the current literature and fill an important research gap. Additionally, surveying diverse industries in this paper reveals a holistic picture of the Indian service industry and helps achieve some degree of cross-industry perspective. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality and Service Sciences Emerald Publishing

Exploring competitive priorities in the service sector: evidence from India

Download PDF
20 pages

Loading next page...
 
/lp/emerald-publishing/exploring-competitive-priorities-in-the-service-sector-evidence-from-Q7WocKGc07
Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1756-669X
DOI
10.1108/ijqss-02-2018-0021
Publisher site
See Article on Publisher Site

Abstract

The purpose of this study is to explain the components of competitive priorities of Indian service firms, to find out the competitive priorities of different service industries in India and to find out how these competitive priorities change across low- and high-performing service firms.Design/methodology/approachAn empirical study of 166 firms from five different service industries is undertaken in New Delhi and its surroundings.FindingsThe results reveal the presence of three competitive priorities in the services sector in India: cost, flexibility and quality/delivery, with quality/delivery being the most distinctive competitive priority. Hotel and auto-repair industries are found to be focused on controlling costs, while hospitals, banks and private colleges prioritized quality/delivery. For high-performing firms, cost is the top most competitive priority, followed by quality/delivery and flexibility, while for low-performing firms, quality/delivery remains the top most competitive priority, followed by flexibility and cost.Originality/valueThe paper enhances the understanding of competitive priorities in the Indian services sector. The identification of competitive priorities of different service industries in India and their dynamics across different industries add value to the current literature and fill an important research gap. Additionally, surveying diverse industries in this paper reveals a holistic picture of the Indian service industry and helps achieve some degree of cross-industry perspective.

Journal

International Journal of Quality and Service Sciences – Emerald Publishing

Published: Jun 11, 2019

Keywords: Competitive priorities; Service industry; Organizational performance; India

References

  • Assessing operations management from a strategic perspective
    Adam; , E.E.; Swamidass, P.M.
  • Factory focus: segmenting markets from an operations perspective
    Berry, W.; Klompmaker, J.E.; Cecil, C.
  • Strategic consensus in operations strategy
    Boyer, K.K.; McDermott, C.
  • Configurations in manufacturing strategy: a review and directions for future research
    Bozarth, C.; McDermott, C.
  • On the relationship between business environment and competitive priorities: the role of performance frontiers
    Cai, S.; Yang, Z.
  • Lasting improvements in manufacturing performance: in search of a new theory
    Ferdows, K.; De Meyer, A.
  • Competing on the eight dimensions of quality
    Garvin, D.A.
  • Manufacturing flexibility: a strategic perspective
    Gerwin, D.
  • Flexibility and technology in services: a conceptual model
    Harvey, J.; Lefebvr, L.A.; Lefebvre, E.
  • Are alliances a panacea for SMEs? The achievement of competitive priorities and firm performance
    Hung, S.C.; Hung, S.W.; Lin, M.J.J.
  • Total performance excellence model
    Hussain, N.; Abdullah, M.; Idris, F.; Mohd Sagir, R.
  • Competitive priorities and knowledge management: an empirical investigation of manufacturing companies in UAE
    Hussain, M.; Ajmal, M.M.; Khan, M.; Saber, H.
  • An alternative methodology for formulating an operations strategy: the case of BTC-Egypt
    Ibrahim, S.E.
  • Integrating resource based view and stakeholder theory in developing the malaysian excellence model: a conceptual framework
    Idris, F.; Abdullah, M.; Idris, M.A.; Hussain, N.
  • The impacts of leadership style and best practices on company performances: empirical evidence from business firms in Malaysia
    Idris, F.; Mohd Ali, K.A.
  • The impacts of structural and infrastructural elements to service operations flexibility: the influence of technology
    Idris, F.; Hassan, M.E.M.; Rahman, N.M.N.A.
  • The impact of human resource management practices on manufacturing performance
    Jayaram, J.; Droge, C.; Vickery, S.K.
  • The determinants of service quality: satisfiers and dissatisfiers
    Johnston, R.
  • Competitive priorities and managerial performance: a taxonomy of small manufacturers
    Kathuria, R.
  • Linking IT applications with manufacturing strategy: an intelligent decision support system approach
    Kathuria, R.; Anandarajan, M.; Igbaria, M.
  • Leadership practices, competitive priorities, and manufacturing group performance
    Kathuria, R.; Partovi, F.Y.; Greenhaus, J.H.
  • Competitive priorities and strategic consensus in emerging economies: evidence from India
    Kathuria, R.; Porth, S.J.; Kathuria, N.N.; Kohli, T.K.
  • Research in the process and content of manufacturing strategy
    Leong, G.; Snyder, D.; Ward, P.
  • Assessing the competitive priorities within sustainable supply chain management under uncertainty
    Lin, Y.H.; Tseng, M.L.
  • Competitive priorities in malaysian service industry
    Naqshbandi, M.M.; Idris, F.
  • Atmospheric elements and personality: impact on hotel lobby impressions
    Naqshbandi, M.M.; Munir, R.
  • An empirical investigation of the antecedents and consequences of manufacturing goal achievement in North American, European and Pan Pacific firms
    Narasimhan, R.; Jayaram, J.
  • Competitive priorities of manufacturing firms in Thailand
    Phusavat, K.; Kanchana, R.
  • Competitive priorities for service providers: perspectives from Thailand
    Phusavat, K.; Kanchana, R.
  • Competitive priorities and strategic consensus in emerging economies: evidence from India
    Ravi, K.; Stephen, J.P.; Kathuria, N.N.; Kohli, T.K.
  • An empirical analysis of the product-process matrix
    Safizadeh, M.H.; Ritzman, L.P.; Sharma, D.; Wood, C.
  • Integration of human resource management and competitive priorities of manufacturing strategy
    Santos, F.C.A.
  • How can service businesses survive and prosper?
    Schmenner, R.W.
  • Operations strategy and business strategy alignment model (case of Iranian industries)
    Shavarini, S.K.; Salimian, H.; Nazemi, J.; Alborzi, M.
  • The relationship of strategy, fit, productivity, and business performance in a services setting
    Smith, T. M.; Reece, J. S.
  • Competitive priorities of small manufacturers in Brazil
    Thürer, M.; Godinho Filho, M.; Stevenson, M.; Fredendall, L.D.
  • Chapter 11 – scale construction
    Treiman, D.J.
  • Aligning competitive priorities in the supply chain: the role of interactions with suppliers
    Vachon, S.; Halley, A.; Beaulieu, M.
  • Configurations of Low-Contact services
    Verma, R.; Young, S.T.
  • Impact of human resource management on performance in competitive priorities
    Vivares-Vergara, J.A.; Sarache-Castro, W.A.; Naranjo-Valencia, J.C.
  • Differences in manufacturing strategy decisions between Japanese and Western manufacturing plants: the role of strategic time orientation
    Voss, C.; Blackmon, K.
  • Business environment, operations strategy, and performance: an empirical study of Singapore manufacturers
    Ward, P.; Duray, R.; Keong Leong, G.; Sum, C.
  • Competitive priorities in operations management
    Ward, P.T.; McCreery, J.K.; Ritzman, L.P.; Sharma, D.
  • Aligning ERP implementation with competitive priorities of manufacturing firms: an exploratory study
    Yen, H.R.; Sheu, C.
  • Advance mathematical model to study and analyse the effects of total quality management (TQM) and operational flexibility on hospital performance
    Alolayyan, M.N.F.; Ali, K.A.M.; Idris, F.; Ibrehem, A.S.
  • AirAsia fares to be cheaper thanks to new fuel saving aircraft. the new straits times
    Bahari, B.
  • A framework for quality management research and an associated measurement instrument
    Flynn, B.B.; Schroeder, R.G.; Sakakibara, S.
  • Linking manufacturing improvement programs to the competitive priorities of canadian SMEs
    Lagace, D.; Bourgault, M.
  • An empirical test of the causal relationships in the baldrige health care pilot criteria
    Meyer, S.M.; Collier, D.A.
  • Knowledge management in production alliances
    Moffat, L.; Archer, N.
  • Benefits associated with supplier integration into new product development under conditions of technology uncertainty
    Ragatz, G.; Handfield, R.; Petersen, K.
  • Kajian kepuasan pelanggan terhadap perkhidmatan perpustakaan universiti awam di Malaysia
    Ramli, N.B.; Fun, C.S.; Idris, F.
  • The relationship between total quality management practices and operational performance
    Samson, D.; Terziovski, M.