Dynamic Marketing and Service Innovation for Service Excellence

  • Evo S. Hariandja Bandung Institute of Technology
  • Togar M. Simatupang Bandung Institute of Technology
  • Reza A. Nasution Bandung Institute of Technology
  • Dwi Larso Bandung Institute of Technology
Keywords: dynamic marketing, marketing, service innovation

Abstract

This study aims at creating a framework describing how the interaction capabilities between dynamic marketing and service innovation can influence service excellence. In this study market sensing, market learning, market targeting or positioning are classified as dynamic marketing capabilities (DMC), while sensing, seizing, and transformi ng are classified as service innovation capabilities (SIC). Hence, the drivers of service excellence for the framework being developed are divided into three main categories: dynamic marketing capability, service innovation capability, and their interaction. The findings of the study  on three hotels, ranging from 4-star to 5-star hotels and operating in Indonesia, suggest that both capabilities and their interaction play their roles in achieving service excellence.

Author Biographies

Evo S. Hariandja, Bandung Institute of Technology

HARIANDJA, Evo Sampetua is a Lecturer and doctoral student at the School of Business and Management, Bandung Institute of Technology. He is also Managing Partner at Metamor Solution Consultants. His research interests are Product and Service Development Management, Innovation Management, Marketing Strategy, Marketing Management, Service Marketing, Brand Management and Economics. Some of his works have been published in Bisnis Indonesia, Inasea, and BranDNA.
    Author’s contact details: School of Business and Management, Bandung Institute of Technology, Jl. Ganesha No. 10, Bandung 40132, Indonesia; e-mail: evo.hariandja@sbm-itb.ac.id

Togar M. Simatupang, Bandung Institute of Technology

SIMATUPANG, Togar Mangihut is a Professor of Operations and Supply Chain Management at Bandung Institute of Technology, Indonesia. He holds a PhD degree from Massey University in New Zealand. At the School of Business and Management ITB, he teaches Technology and Operations Management, Supply Chain Management, Operations Management, and the Creative Economy. He is well known as an expert in supply chain management and creative industry development. He is recently involved in emerging research on the creative economy in Indonesia such as national creative industry mapping, the roadmap of creative industry in the West Java Province, the creative mapping of Bandung City, and the concept of creative mapping for the Province of Jakarta. He is associated with Indonesia Logistics Association, Bandung Creative City Forum, and the British Council in developing creative industry and creative community. His research interests include supply chain collaboration, inventory models, operations management, service science, and creative economy. His other research focuses on the development and management of collaborative relationships such as how to design and manage supply chain collaboration, how to equalize their risks and rewards, and how to share the benefits of collaboration. The results of his research have been published in a variety of journals, including the International Journal of Logistics Management, Total Quality Management, Management Decision, Business Process Management Journal, Supply Chain Management: An International Journal, Benchmarking: An International Journal, and International Journal of Physical Distribution & Logistics Management. In addition, he has presented his work at national and international conferences. He was a recipient of the Emerald Literati Network Award 2006 for the highly commended paper published in the International Journal of Logistics Management. He was also rewarded Endeavour Award from the Government of Australia for a postdoctoral study at the University of Newcastle in 2008.
    Author’s contact details: School of Business and Management, Bandung Institute of Technology, Jl. Ganesha No. 10, Bandung 40132, Indonesia; e-mail: togar@ sbm-itb.ac.id

Reza A. Nasution, Bandung Institute of Technology

NASUTION, Reza Ashari obtained his Doctoral Degree in International Management from University of Twente the Netherlands. He is currently an assistant professor of marketing at the School of Business and Management, Institut Teknologi Bandung, Indonesia. He has done research and published some articles in various journals in the field of Strategic Business Transformation, Sustainable Competitive Advantage, International Market Penetration, Brand Strategy, Customer Experience, and Technology Commercialization.
    Author’s contact details: School of Business and Management, Institute of Technology Bandung, Jl. Ganesha No. 10, Bandung 40132, Indonesia; e-mail: reza@sbm-itb.ac.id 

Dwi Larso, Bandung Institute of Technology

LARSO, Dwi is an Expert Innovation, Entrepreneurship and Small Business who graduated from Oregon State University, USA in 2004 and a Master in the same University in 1998, completed his undergraduate degree in Industrial Engineering, Bandung Institute of Technology in 1989.  Areas of research interest include the development of new products, innovation, entrepreneurship, and small business development. At SBM-ITB, Dwi incorporated in Sub Expertise Group (Sub-KK) Entrepreneurship and Technology Management. In this sub-expertise group, Dwi also as the initiator entrepreneurship programs (e-track) which is now run in S1 and MBA courses. Since 2006, the Dwi Larso became director of the Center for Innovation, Entrepreneurship, and Leadership (CIEL). Dwi is the initiator and chairman of the Indonesia International Conference on Innovation, Entrepreneurship, and Small Business (IICIES). Currently, Dwi Larso actively involved in the Chamber of Commerce and Industry (Kadin) as Chairman of the Institute of West Java Assessment, Research, and Economic Development (LP3E). To further complement its activities, Dwi also actively play soccer and climb mountains.
    Author’s contact details: School of Business and Management, Institute of Technology Bandung, Jl. Ganesha No. 10, Bandung 40132, Indonesia; e-mail: dwilarso@sbm-itb.ac.id

References

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Published
2014-06-28
How to Cite
Hariandja, E. S., Simatupang, T. M., Nasution, R. A., & Larso, D. (2014). Dynamic Marketing and Service Innovation for Service Excellence. Gadjah Mada International Journal of Business, 16(2), 143-166. Retrieved from https://dev.journal.ugm.ac.id/v3/gamaijb/article/view/15465
Issue
Vol 16 No 2 (2014): May-August
Section
Articles

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