Krisztina Kolos

Marketing, manufacturing and logistics: an empirical examination of their joint effect on company performance

Companies are complex organisations where a lot of activities have to work properly in order to reach success. Since organisational functions have separate literature and practical knowledge, we do have very little knowledge on how the various functions together contribute to company success. Based on a wide-scale empirical study on Hungarian competitiveness, we examine to what extent three functions of the supply chain, marketing, manufacturing and logistics, can contribute to business success. The results show marketing and manufacturing have larger effect on company performance than logistics. However, the three functions together play a minor, although significant role in company success.

Szolgáltatásmarketing: múlt vagy jövő?

A 2000-es evek elejen jelentős paradigmavaltas volt tapasztalhato a szolgaltatasmarketing teruleten. Tobben feltettek a kerdest: vajon van-e ertelme a jovőben szolgaltatasmarketingről beszelni? Ennek a kerdesnek a kapcsan szeretnek a szerzők bemutatni, hogy milyen tenyezők, milyen valtozasok jatszottak szerepet abban, hogy ezt a kerdest a tema kutatoi egyaltalan megfogalmaztak, s vajon tenylegesen van-e ertelme a tovabbiakban megkulonboztetni, s onallo temakent beszelni a szolgaltatasok marketingtevekenysegeről. A dolgozatban előszor bemutatjak a szolgaltatasmarketing elmult evtizedenek fejlődesi tendenciait, kiemelve ezek kozul a technologia es az elmenykozpontusag szerepet, majd bemutatnak egy jovőbe mutato temat, a jollet elősegiteset celzo, transzformativ szolgaltataskutatast, amely velemenyuk szerint kiemelt hangsulyt kell, hogy kapjon mind a nemzetkozi, mind a hazai kutatasokban is.

The Role of Employee Aff ective Delivery and Customer Perceived Control in Service Recovery

Purpose – The aim of this paper is to assess the impact of two non-cognitive service recovery tactics firms actually use: displaying emotional involvement by the provider of the service recovery and intentionally allowing some perceived control for consumers participating in recovery. Design/Methodology/Approach – The research study used a factorial experiment, testing recovery scenarios in a restaurant setting. Findings and implications – Research results suggest that employee affect and consumers’ perceived control have a positive impact on satisfaction. Our research also shows that organizational actions are never perceived in isolation by consumers; there are rich interactions between different forms of recovery attempts. Results have demonstrated that there are interactions among each combination of compensation, employee affect and perceived control. Implications for managers suggest the use of a portfolio of recovery tactics. Limitations – The study is based on scenario manipulations that were developed and tested through a multi-step strategy; however, some subjects may perceive scenarios as less realistic than real life, in-person interactions. Second, individual differences may exist in susceptibility to emotional contagion. In this study, the focus was on general consumer processes, but individual differences is an area that can be investigated in the future. Originality – With this study we expand the cognitively-dominated understanding of service recovery through the inclusion of the impact of affective (“employee affective delivery”) and conative/behavioral (“customer perceived control”) service recovery tactics.

A disztributív igazságosság fogalmának értelmezése a szolgáltatóvállalat nézőpontjából

A szerzők cikkukben arra keresik a valaszt, hogy a szolgaltatovallalatok hogyan ertelmezik a disztributiv igazsagossag fogalmat a panaszkezelesi gyakorlatuk soran, es mindezt hogyan tudjak az alkalmazottak a hibas szolgaltatasesemeny megtortentekor megvalositani. Attekintik a temakor relevans szakirodalmat, osszefoglaljak az igazsagelmeletre tamaszkodo empirikus kutatasokat. A prototipus-kutatas modszerevel megkiserlik feltarni az alkalmazotti reakciok melyebb okait, es megprobaljak e reakciokat tipizalni. A disztributiv igazsagossag prototipus-vizsgalatanak eredmenyekent a kovetkező ot dimenziot tartak fel: empatia, bizalom, eszlelt ertek, erzelmek es attribuciok. Ezutan reszletesen bemutatjak e prototipusok műkodeset es megjeleneset a panaszkezelesi gyakorlatban, majd tovabbi kutatasi lehetősegek felvetesevel es gyakorlati kovetkeztetesek megfogalmazasaval zarjak a tanulmanyt.