IDEAS home Printed from https://ideas.repec.org/a/spr/svcbiz/v8y2014i2p239-266.html
   My bibliography  Save this article

Moderating effects of the fit between service tangibilization and organizational performance

Author

Listed:
  • Jeongwook Khang
  • Yung-Mok Yu
  • Hong-Hee Lee

Abstract

As the significance of service industry grows, its relationship to overall economic growth and organizational performance (OP) has also become an issue of prominence. Tangibilization is widely known as one of the means of overcoming the weaknesses of service intangibility and improving OP. This research explores the relationship between service tangibilization and OP. Furthermore, the moderating effect of the fit between service tangibilization and OP will also be discussed in the business context. Specifically, the Korean natural gas industry is selected to test the developed hypotheses. The managers who have experience with managing a service business in either the wholesale or retail sector of this industry were surveyed. The results imply that there exists a significant relationship between service tangibilization and OP, with the mental fit positively strengthening some of the relationships between these two constructs. It can be inferred from this that it is important for companies in the natural gas industry to attain the right fit of mental tangibilization in order to effectively deploy service tangibilization and maximize their OP. Copyright Springer-Verlag Berlin Heidelberg 2014

Suggested Citation

  • Jeongwook Khang & Yung-Mok Yu & Hong-Hee Lee, 2014. "Moderating effects of the fit between service tangibilization and organizational performance," Service Business, Springer;Pan-Pacific Business Association, vol. 8(2), pages 239-266, June.
  • Handle: RePEc:spr:svcbiz:v:8:y:2014:i:2:p:239-266
    DOI: 10.1007/s11628-013-0195-9
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1007/s11628-013-0195-9
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1007/s11628-013-0195-9?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Uday M. Apte & Richard O. Mason, 1995. "Global Disaggregation of Information-Intensive Services," Management Science, INFORMS, vol. 41(7), pages 1250-1262, July.
    2. Lyons, Richard K. & Chatman, Jennifer A. & Joyce, Caneel K., 2007. "Innovation in services: corporate culture and investment banking," LSE Research Online Documents on Economics 26940, London School of Economics and Political Science, LSE Library.
    3. Keller, Kevin Lane & Staelin, Richard, 1987. "Effects of Quality and Quantity of Information on Decision Effectiveness," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(2), pages 200-213, September.
    4. Youngjung Geum & Sungjoo Lee & Daekook Kang & Yongtae Park, 2011. "The customisation framework for roadmapping product-service integration," Service Business, Springer;Pan-Pacific Business Association, vol. 5(3), pages 213-236, September.
    5. King, William R. & Teo, Thompson S. H., 2000. "Assessing the impact of proactive versus reactive modes of strategic information systems planning," Omega, Elsevier, vol. 28(6), pages 667-679, December.
    6. Buraj Patrakosol & Sang Lee, 2013. "Information richness on service business websites," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 329-346, June.
    7. A. Bikfalvi & G. Lay & S. Maloca & B. Waser, 2013. "Servitization and networking: large-scale survey findings on product-related services," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 61-82, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Chen-Ya Wang & Priyanko Guchait & Cheng-Hsin Chiang & Wan-Ting Weng, 2017. "When customers want to become frontline employees: an exploratory study of decision factors and motivation types," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 871-900, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Peng Cheng & Zhe Ouyang & Yang Liu, 0. "The effect of information overload on the intention of consumers to adopt electric vehicles," Transportation, Springer, vol. 0, pages 1-20.
    2. Manning, Stephan, 2017. "The rise of project network organizations: Building core teams and flexible partner pools for interorganizational projects," Research Policy, Elsevier, vol. 46(8), pages 1399-1415.
    3. Popkowski Leszczyc, Peter T.L. & Qiu, Chun & He, Yongfu, 2009. "Empirical Testing of the Reference-Price Effect of Buy-Now Prices in Internet Auctions," Journal of Retailing, Elsevier, vol. 85(2), pages 211-221.
    4. Kumar, Prashant & Utkarsh,, 2023. "Effects of in-store information quality and store credibility on consumer engagement in green retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    5. Chen, Xuqi & Shen, Meng & Gao, Zhifeng, 2017. "Impact of Intra-respondent Variations in Attribute Attendance on Consumer Preference in Food Choice," 2017 Annual Meeting, July 30-August 1, Chicago, Illinois 258509, Agricultural and Applied Economics Association.
    6. Swait, Joffre & Adamowicz, Wiktor, 2001. "Choice Environment, Market Complexity, and Consumer Behavior: A Theoretical and Empirical Approach for Incorporating Decision Complexity into Models of Consumer Choice," Organizational Behavior and Human Decision Processes, Elsevier, vol. 86(2), pages 141-167, November.
    7. S H Choi & S M Bae, 2009. "Strategic information systems selection with incomplete preferences: a case of a Korean electronics company," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 60(2), pages 180-190, February.
    8. Uddin, Md Hamid & Mollah, Sabur & Islam, Nazrul & Ali, Md Hakim, 2023. "Does digital transformation matter for operational risk exposure?," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
    9. Ana Batlles-delaFuente & Luis Jesús Belmonte-Ureña & José Antonio Plaza-Úbeda & Emilio Abad-Segura, 2021. "Sustainable Business Model in the Product-Service System: Analysis of Global Research and Associated EU Legislation," IJERPH, MDPI, vol. 18(19), pages 1-33, September.
    10. Zhang, Yufei & Voorhees, Clay M. & Lin, Chen & Chiang, Jeongwen & Hult, G.Tomas M. & Calantone, Roger J., 2022. "Information Search and Product Returns Across Mobile and Traditional Online Channels," Journal of Retailing, Elsevier, vol. 98(2), pages 260-276.
    11. Braun-LaTour, Kathryn A. & Puccinelli, Nancy M. & Mast, Fred W., 2007. "Mood, information congruency, and overload," Journal of Business Research, Elsevier, vol. 60(11), pages 1109-1116, November.
    12. Jiang, Xuemei & Zhang, Shaoxue, 2021. "Visualizing the services embodied in global manufacturing exports," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 571(C).
    13. Manning, Stephan & Ricart, Joan E. & Rosatti Rique, Maria Soledad & Lewin, Arie Y., 2010. "From blind spots to hotspots: How knowledge services clusters develop and attract foreign investment," Journal of International Management, Elsevier, vol. 16(4), pages 369-382, December.
    14. Minseok Choi & Kyeongseok Han & Jeongil Choi, 2015. "The effects of product attributes and service quality of transportation card solutions on service user’s continuance and word-of-mouth intention," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 463-490, September.
    15. Lee, Sunghee & Yoo, Shijin & Kim, Daeki, 2016. "When is servitization a profitable competitive strategy?," International Journal of Production Economics, Elsevier, vol. 173(C), pages 43-53.
    16. Suvrat Dhanorkar & Enno Siemsen, 2021. "How Nudges Lead to Improved Energy Efficiency in Manufacturing: Evidence from Archival Data and a Field Study," Production and Operations Management, Production and Operations Management Society, vol. 30(10), pages 3735-3757, October.
    17. de Alcantara, Douglas Pedro & Martens, Mauro Luiz, 2019. "Technology Roadmapping (TRM): a systematic review of the literature focusing on models," Technological Forecasting and Social Change, Elsevier, vol. 138(C), pages 127-138.
    18. Stephane Hess & Andrew Daly & Maria Börjesson, 2020. "A critical appraisal of the use of simple time-money trade-offs for appraisal value of travel time measures," Transportation, Springer, vol. 47(3), pages 1541-1570, June.
    19. Janssen, Marijn & van der Voort, Haiko & Wahyudi, Agung, 2017. "Factors influencing big data decision-making quality," Journal of Business Research, Elsevier, vol. 70(C), pages 338-345.
    20. J. Miguel Villas-Boas, 2009. "Product Variety and Endogenous Pricing with Evaluation Costs," Management Science, INFORMS, vol. 55(8), pages 1338-1346, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:svcbiz:v:8:y:2014:i:2:p:239-266. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.