Exploring competitive priorities in the service sector: evidence from India

Fazli Idris, M. Muzamil Naqshbandi

Research output: Contribution to journalArticle

Abstract

Purpose: 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/approach: An empirical study of 166 firms from five different service industries is undertaken in New Delhi and its surroundings. Findings: The 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/value: The 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.

Original languageEnglish
JournalInternational Journal of Quality and Service Sciences
DOIs
Publication statusAccepted/In press - 1 Jan 2018

Fingerprint

India
Service sector
Competitive priorities
Service industries
Industry
Costs
Service firms
Empirical study
Hotels
College quality
Hospital costs
Design methodology
Repair

Keywords

  • Competitive priorities
  • India
  • Organizational performance
  • Service industry

ASJC Scopus subject areas

  • Business, Management and Accounting (miscellaneous)

Cite this

Exploring competitive priorities in the service sector : evidence from India. / Idris, Fazli; Naqshbandi, M. Muzamil.

In: International Journal of Quality and Service Sciences, 01.01.2018.

Research output: Contribution to journalArticle

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