the role of Shari'ah Advisory Council in Mal

735 Pages·2012·7.79 MB·English

The 3rd International Research Symposium in Service
Management (IRSSM-3)
Conference Proceedings

Editor： Jay Kandampully
Editor Journal of Service Management
The Ohio State University, USA
Yonggui Wang
Business School ,UIBE, China

July 3-7, 2012, UIBE, Beijing China
Symposium Chair:
Prof. Jay Kandampully (Editor Journal of Service Management; The Ohio State University,
USA), Contact email: [email protected]
Symposium Co-Chairs:
Prof. Guliang Tang (Dean of Business School, UIBE, China), Contact email:
[email protected]
Associate Symposium Chairs:
Prof. Yonggui Wang (Associate Dean of Business School, UIBE, China), Contact email:
[email protected]
Prof. Libo Fan (Associate Dean of Business School, UIBE, China), Contact email:
[email protected]
Prof. Guangyong Lei (Associate Dean of Business School, UIBE, China), Contact email:
[email protected]
Organizing Chair:
Prof. Yonggui Wang (Associate Dean of Business School, UIBE, China), Contact email:
[email protected]

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SCIENTIFIC COMMITTEE
Dr. Jay Kandampully (The Ohio State University, USA) ,Dr. Chatura Ranaweera (Wilfrid
Laurier University, Canada), Dr. David Solnet (The University of Queensland, Australia), Dr.
Yijun Li (National Natural Science Foundation, China); Dr. Li Cai (Jilin University, China), Dr.
Yiming Wei(Beijing Institute of Technology, China); Qinhai Ma( Northeastern University,
China), Dr. Alison Dean (University of Newcastle, Australia), Dr. Xiaohong Chen, (Central
South University , China), Dr. Xiande Zhao(Chinese University of Hong Kong, China), Dr. Jin
Chen (Zhejiang University, China); Dr. Thomas Foscht (Karl-Franzens-University Graz, Austria),
Dr. Roubina Juwaheer (University of Mauritius, Mauritius), Dr. Yuan Li (Shanghai Jiaotong
University, China); Dr. Goran Svensson (Oslo School of Management, Norway), Dr. Bo
Edvardsson (Karlstad University, Sweden), Dr. Jianjun Shi (UIBE, China), Dr. Xinmin Zhang
(UIBE, China), Dr. Yonggui Wang (UIBE, China), Dr. Joerg Finsterwalder (University of
Canterbury, New Zealand), Dr. Javier Reynoso (Monterrey Institute of Technology, Mexico), Dr.
Guliang Tang(UIBE, China), Dr. Werner H. Kunz (University of Massachusetts, USA), Dr. Yi
Liu (Shanghai Jiaotong University, China), Dr. Changhui Zhou (Peking University, China), Dr.
Xiangpei Hu (Dalian University of Technology, China), Dr. Hyun Jeong "Jenny" Kim
(Washington State University, USA), Dr. Allard van Riel (Radboud University Nijmegen, The
Netherlands), Dr. Saixing Zeng (Shanghai Jiaotong University, China), Dr. Nur Indrianti (UPN,
Indonesia); Dr. Libo Fan(UIBE, China), Dr. Guangyong Lei(UIBE, China),Dr. Lifei
Wang(UIBE, China), Dr. Brian Imrie (Taylors University, Malaysia), Dr. Xiucheng Fan (Fudan
University, China), Dr. Qingyun Jiang (Fudan University, China), Dr. Shunping Han(Nanjing
University, China), Dr. Guoqun Fu (Peking University, China), Dr. Guijun Zhuang( Xi’an
Jiaotong Univresity, China), Dr. Zhilin Yang (City University of Hongkong, Hong Kong, China),
Dr. Siqing Peng (Peking University, China),Dr. Guicheng Shi (Macau University of Science and
Technology, Macau, China), Dr. Zuohao Hu (Tsinghua University, China), Dr. Kim-Shyan Fam
(Victoria University of Wellington, New Zealand), Dr. Dahui Li( University of Minnesota, USA),
Dr. Fujun Lai(South Mississippi University, USA) , Dr. Shaomin Zou (Missouri University,
USA), Lefa Teng(University of Guelph, Canada)，Marianna Sigala (University of the Aegean,
Greece); Byron Keating (University of Canberra, Australia), Oded Shenkar (The Ohio State
University, USA); Xingyuan Wang( Shandong University, China); Xiaoyun Wu( Nankai
University, China); Tao Wang(Wuhan University, China); Dahai Dong(Dalian University of
3
Technology, China); Mingli Zhang( Beihang University, China); Hongyan Yu( Zhongshan
University, China).
Symposium Secretariats:
Yigang Lang ,Business School, UIBE, China
Wenxia Liu, Business School, UIBE, China

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Sponsors:

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Welcome to IRSSM-3

The international research symposium on service management (IRSSM-3) with the theme
“Service Imperatives in the New Economy: Localization and Globalization” provides a forum for
those who have a special interest in services. The symposium held in UIBE Beijing will bring
together scholars, professionals and practitioners from various disciplines and countries and
provide them with a unique forum for sharing the latest theories and practices prevalent in the
dynamic service economies.

Service plays a significant role in the economy of every nation and every business in the
marketplace. Service sectors permeate every aspect of our daily lives and every part of the
economy. It is service that underpins the strength of every person and which lies at the very
hub of the economic activity of society and/or country, irrespective of where we live. This new
paradigm of ‘service’ has transformed both the industry and the customer. The global
advancement of service knowledge and practice is therefore imperative in motivating the next
generation of service researchers, teachers and practitioners. This international research
symposium in service management (IRSSM) will bring together researchers, teachers,
practitioners and students from various service sectors and related fields.

Please join me to congratulate and thank everyone those who have contributed to this symposium
through their research presentations, reviewers, Key note speakers, panel speakers, workshop
leaders, Scientific committee, co-chair of the symposium, associate chairs of the symposium and
the organizing members at UIBE. Thank you for helping to make this unique symposium and
experience the true essence of ‘service’.

Jay Kandampully
Chair- IRSSM

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Welcome to IRSSM-3 and UIBE
Business School and International Research Center for Service Marketing and Management
(IRCSMM), University of International Business and Economics (UIBE) is delighted to host the
upcoming IRSSM-3 (International Research Symposium in Service Management) on July 3-7,
2012 in Beijing, China. The Symposium theme is “Service Imperatives in the New Economy:
Localization and Globalization”. As the sponsor of the Third International Research Symposium
in Service Management (IRSSM-3), we are striving to continue the tradition of combining
excellent academic content with collegial hospitality as demonstrated by prior conferences held
in India (2011) and Mauritius (2010).
In the past decade, services are playing more and more important role both in the economic
development of each country but also in the successful business competition all over the world.
Furthermore, with the rapid development of information technology and the wide spread of
Internet, services are also influencing every aspect of our daily lives no matter where we live in
the service economy. Accordingly, this new paradigm of service dominant logic of marketing has
attracted more and more attention and transformed every aspect of each nation, region, industry,
firm and even consumer. The international research symposium on service management with the
theme “Service Imperatives in the New Economy” provides a forum for those who have a special
interest in services. The symposium will bring together scholars, professionals and practitioners
from various disciplines and countries and provide them with a unique forum for sharing the
latest theories and practices prevalent in dynamic service economies. The symposium will
provide you with an opportunity to illuminate the latest thinking in services, combined with
aspects of technology, social science, and business, and share sharing the latest theories and
practices prevalent in the dynamic service economies in general and service dominant logic of
marketing in particular.

We hope to this chance to welcome and thank each participant who has contributed to this
symposium through his or her research presentation, manuscript review, Keynote speech, panel
discussion, workshop, etc. Thank you for helping to make this unique symposium and experience
the true essence of ‘service’. Please feel free to contact us when you are in UIBE and we hope
you will enjoy this great experience in Beijing.

Yonggui Wang
Organizing Chair of IRSSM-3
Associate Chair of IRSSM-3

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The 3rd International Research Symposium in Service
Management (IRSSM-3) Proceedings Contents
Service Localization and Globalization
●Toward better services of Shari’ah governance in Islamic financial institution: the role of
Shari’ah Advisory Council in Malaysia
Jasri Jamal (Faculty of Law, Universiti Kebangsaan Malaysia)
●The Mechanism of knowledge Transfer in Chinese Family Business Succession:
Yu Fei (School of Economics and Management, Wuhan University,Cina)
●The Dyadic Influence of The Dyadic Influence of Chinese Cultural Characteristics and
Relationship Marketing on the Transaction Revenues in the Steel Service Industry
Kun-Hsi Liao；Qing-Yuan Chen (Taiwan Shoufu University, China)
● A STRATEGIC PERSPECTIVE TO SMALL FIRMS IN RELATIONSHIP MARKETING:
CASE OF FRANCISTOWN
R. Chirau and S. Sigauke (Botho College, BOTSWANA)

Service Innovation
●Relationship Strength, Knowledge Sharing and Innovation Effects: An Empirical Study in
Chinese Telecommunication Service Industry
Yinan, Qi&Yonggui, Wang（School of Business, University of International Business and
Economics, Beijing,China）
●A Research on Knowledge Management Process of Knowledge Intensive Business Service
Based on Social Networks
Guoshun Wang；Xiaoping Bi (School of BusinessCentral South University Changsha, China)
●Navigating The Call Centre Servicescape: Problematic IVR System Use and its impact upon
the Service System
Benjamin Piers William Ellway(Mahidol University International College,Mahidol University
Nakhonpathom, Thailand)
●Exploring the Potential of Social Networking Websites for Effective Viral Marketing in
Mauritius: Customers’ Perspectives
Thanika Devi Juwaheer；Sharmila Pudaruth & Rishi Nursing (Faculty of Law and Management,
University of Mauritius, Mauritius；National Institute of Rural Development, Hyderabad India)
●A Research on Innovation Models and Evolution Process of Product and Service
Han Shunping, Wu Yizhen, Zeng Runkun (Department of Marketing, Nanjing University)

Service Marketing and Branding
●Study of the impact of paid referral reward programs on referral intention —a case of online
group shopping
Zhang Guojun; Shi Xiaoshuai ：(Department of Marketing and Logistics, Nanjing University of
Finance and Economics, China)
●An Empirical Study on the Effects of Corporate Brand on Product Evaluations：The Moderating
Role of Consumer-Company Identification
Shuilong Wu, Zuohao Hu, Shali wu (School of Management and Economics, Beijing Institute of
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Technology, China)
●Corporate Service Branding Development: A Conceptual Framework
Fanggy T. Sumaco；Kashif Hussain；Brian C. Imrie (Graduate School of Hospitality and Tourism
Taylor's University, Lakeside Campus Subang Jaya, Malaysia)
●The Effects of Firm Characteristics on Consumers’ Risk Perceptions and Responses for a
Credence Service
Jin Sun；Hean Tat Keh(University of International Business and Economics, China)
●An empirical examination of the concept of online trust and its post-effects on tourist behaviour
Jayraj Roodurmun（University of Mauritius，Mauritius）

Relationship Marketing
● Can Customer Relationship Management(CRM) lead to customer loyalty in retail settings?-
an empirical investigation
Juwaheer；Sharmila Pudaruth (Faculty of Law & Management, University of Mauritius,
Mauritius)
●Influence of personality traits on relationship outcomes
Fengxi(School of Economics and Managemen, BeiHang University, China)
●How does customer participation impact service performance? A perspective of task performer
XU Lan; CUI Nan; WANG Tao; HU Yanghong (Department of Marketing, School of Economics
and Management, Wuhan University)
●The Study on the Relationship of Team Boundary Management, Cohesion and Effectiveness
Guanfeng SHI(The research center of corporate governance and management innovation,
Shihezi University, SHZU;School of economics and management Shihezi University,
SHZU ,Shihezi, China)

Service Design
●USING SERVICE DESIGN PROCESS AND METHODS FOR SERVICE DESIGN
CURRICULUM DEVELOPMENT
Gerda Mihhailova；Heli Tooman（University of Tartu Pärnu College，Estonia）
●Does the Effect of Country of Origin Exist in Service Product?
—Research on Country of Service Origin and it’s Impact on Consumer Service Evaluation
ZHANG Hui, WANG Tao (Marketing Department,Economics & Management School, Wuhan
University, China)
●QFD Approach for Evaluating and Improving Environmentally Conscious Service Strategies
Nur Indrianti（Faculty of Industrial Technology, Universitas Pembangunan Nasional “Veteran”
Yogyakarta, INDONESIA）
●Investigating satisfaction with MRT services: A SEM approach at Dubai metro
Parahoo Sanjai K；Gihad Yakoob Abdelrahim Radi（e-School of Business and Quality
Management, HBMeU）

Service Operations and Outsourcing
●How Could the Control Mechanisms Affect Client Satisfaction in Offshore Outsourcing
Project？An Empirical Study from Vendor’s Perspective
Zheng Songyue；Liu Yi(Xi 'an jiaotong university, China)
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●The Impact of Task Uncertainties on Offshore Outsourcing Performance: The Moderating Role
of Internal and external ties
Zhang Qianjun ; Liu Yi(Xi 'an jiaotong university, China)
●The Impact of the Fit/Misfit between Task Uncertainty and Vendor’s Control on Offshore
Outsourcing Performance in China: The Moderating Role of Client Liaison
Yi Liu；Liang Wang；Yuan Li（School of Management University/Institution:Xi’an Jiaotong
University，China）
●Implementation of Kaizen as a Competitive Advantage in Food Industry
Renni Renggani：Yessie Fransiska Lydiana（Business Management, Institute Technology
Bandung，Indonesia）

Service Management
●SERVICE BUSINESS at the BASE OF THE PYRAMID: a bibliographic investigation into the
development and future directions of the research domain
Heiko Gebauer, EAWAG – Swiss Federal Institute of Aquatic Research;Javier Reynoso -
EGADE Business School, Tecnologico de Monterrey, Mexico
●Analysis of Operating Room Utilization
Julyafanny A.；Mursyid Hasan Basri(School of business and Management, InstitutTeknologi
Bandung
Indonesia)
●Intermediary services online: Customer experience as a mediator to brand image and loyalty
Alison M Dean；Stacey Baxter（Newcastle Business School ，The University of Newcastle
University Drive Callaghan NSW 2308，Australia）
●Effective service recovery as predictors of service trust, service loyalty and intention to
recommend
Jayraj Roodurmun（University of Mauritius，Mauritius）
●Investigating the Interactive Effects of Customers’ Self-Regulatory Focus and Service
Recovery Efforts on Customer Satisfaction
Ke “Alan” Chen；Rungting Tu；Ping Tu(University of International Business and Economics,
China)

Tourism and Hospitality Services &Other Topics in Services
●A Study on Application of Quality Tools and Techniques in Hospital: Case Study in Bandung
City
Ilma Nurul Rachmania；Santi Setyaningsih；Merlyn Rakhmaniar (School of Business
Management Institut Teknologi Bandung ,Indonesia)
●Understanding Satisfying Service Encounters in Retail Banking – A Dyadic Perspective
Thorsten Gruber；Nathalie Kania(Manchester Business School, UK)
●Conceptualization and application of value-configuration spaces in a complex service system
Comparative study of Public Transport Services in industrialized and newly-industrialized
countries
Samuel Petros Sebhatu；Mikael Johnson1;Bo Enquist1;Heiko Gebauer (Service And Market
Oriented Transport Research, Karlstad University, Sweden.)
●Responsible Tourism in Rural Area in Malaysia: An integrated Approach
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