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Item The strategy pyramid: strategic marketing analysis for developing countries(© 1990 The Haworth Press, Inc., 1990) Andaleeb, Syed Saad; Gardner, David M.Are low income economies destined to remain outstripped by the developed world in all aspects pertaining to standards of living? Are they constrained by their strategic stance? Improvements should eventually come as these countries engage in international market transactions. Entering the international market arena will, however, require overcoming a number of barriers this paper identifies these barriers at three distinct and yet interrelated levels these include structural barriers within the country, competitive barriers requiring attention to relations management, and market access barriers suggesting how to create demand pull situations through satisfying customer needs two strategic domains emerge by using the strategy pyramid as a framework for analyzing and overcoming the barriers these include product-market strategies and technology-industry strategies. The subcomponents of each of these strategic domains represent critical factors which the developing countries will need to address this will help them in formulating appropriate plans to facilitate international market transactions for improving their socioeconomic conditions.Item Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry(© 1994 New York University., 1994) Andaleeb, Syed Saad; Basu, Amiya K.The relationship between a customer's assessment of the service quality of an automobile service/repair facility and five factors—(1) perceived fairness of the facility and its personnel, (2) empathy, (3) responsiveness, (4) reliability, and (5) convenience—was examined. Perceived fairness was found to be an important determinant of service quality evaluation and its importance depended on the complexity of the task involved and the customer's knowledge of automobile repairs. In particular, when the task was complex and the customer did not feel knowledgeable, perceived fairness was found to be significantly more important than any of the other four factors.Item Hospital advertising: the Influence of perceptual and demographic factors on consumer dispositions(© 1994 MCB UP Limited, 1994) Andaleeb, Syed SaadExamines the factors that influence consumer dispositions toward hospital advertising. Both perceptual and demographic variables were included in the analysis. The results suggest that when hospital advertisements are perceived as helpful and not adding to patients′ costs, consumers are likely to favor this marketing activity. With the exception of education, demographic factors did not have a significant effect on the dependent variable.Item How consumers view hospital advertising(© 1994 The Haworth Press, Inc., 1994) Andaleeb, Syed SaadThis paper examines consumer attitudes toward hospital advertising. The results do not support recent findings in other professional fields that consumers are favorably disposed toward this marketing activity. From a demographic perspective, there were differences in attitudes based on gender, age, and education. Income levels had no significant relationship with attitudes. However, consistent results were found on the relative proportion of consumers who were able to recall hospital advertisements. Mostly, they recalled hospital ads seen on TV and newspapers.Item Physician attitudes toward pharmaceutical sales representatives(© 1995 Aspen Publishers, Inc., 1995) Andaleeb, Syed Saad; Tallman, Robert R.Physicians in northwestern Pennsylvania were surveyed to identify the factors that influenced their attitudes toward pharmaceutical sales representatives (PSRs). The results suggest that physicians' attitudes were influenced by the information and educational support they received from PSRs, selling techniques used by the PSRs to promote their products, and the volume of patients they saw.Item Doctors' service orientation in public, private, and foreign hospitals(© 2007 Emerald Group Publishing Limited., 2007) Andaleeb, Syed Saad; Siddiqui, Nazlee; Khandakar, ShahjahanThe purpose of this study is to propose a doctors' service orientation (DSO) scale and uses it to compare the services received in public, private and foreign hospitals in a developing country from the patient's perspective. Design/methodology/approach - The scale was derived from the service quality literature and qualitative research. A questionnaire was designed next. Data were collected from patients who had used the services of doctors in a hospital. Findings - The scale demonstrated appropriate psychometric properties. Two clear patterns emerge from the study results: on 10 out of 12 measures of doctors' service orientation, there was no significant difference in their perceived behaviors between public and private hospitals and foreign doctors were "always" rated significantly higher. Research limitations/implications - This study focused on one major city because of time and resource constraints. The findings are thus not generalizable to hospitals across the country. Also, because of translation and retranslation issues, the scale ought to be further tested for wider use. Originality/value - The scale may be used periodically in a comprehensive quality assurance program to exhort doctors to become more service oriented and to improve their performance over time.Item Credibility of TV news in a developing country: the case of Bangladesh(© 2012 AEJMC., 2012) Andaleeb, Syed Saad; Rahman, Anis; Rajeb, Mehdi; Akter, Nasrin; Gulshan, SabihaTelevision has recently experienced unprecedented expansion in Bangladesh. Given its popularity and influence, and with more people using it for their information, research on the credibility of TV news is warranted. Perceived independence of TV channels, their social role, source expertise, objectivity, and audiovisual quality were hypothesized to influence credibility perceptions of TV news. Based on factor analysis and multiple regression analysis, four of these five factors had a significant effect. Implications of TV news credibility in Bangladesh's development efforts are discussed.Item Customer satisfaction with complaint resolution in the power sector in a developing economy(© 2012 Taylor and Francis Group, LLC., 2012) Andaleeb, Syed Saad; Huda, S. S M Sadrul; Akhtar, Afsana; Dilshad, SeguftaPublic services play a critical role in helping nations evolve into modern societies. The power sector is especially vital because of its profound influence on other sectors of the economy. Unfortunately, the power sector in Bangladesh has played almost a reverse role, being associated with rampant corruption, mismanagement, and unreliable service provision, thus depriving the clientele from needed services. About 80% of the subscribers have complained about service failures in the sector. This study examines the elements of postcomplaint satisfaction with customer service. Descriptive statistics reveal the "low quality" perception that subscribers harbor about the particular utility service. Multiple regression analysis suggests that providers' empathy had the greatest effect on customer satisfaction followed by assurance. Using the metrics suggested by this study, the article concludes how social control mechanisms can restore "service justice" to the legitimate customers and enhance their welfare by making the provider more effective as a customer-responsive organization.Item Prospects and problems of medical tourism in Bangladesh(© 2013 Baywood Publishing Co., Inc., 2013) Mamun, Muhammad Z.; Andaleeb, Syed SaadThe growing trend of Bangladeshi patients travelling abroad for medical services has led to some soul-searching in policy circles. While other countries of the Southeast Asia region are profiting from medical tourism, Bangladesh not only lags behind, it also loses patients to these countries in a continuous stream. This exodus for medical treatment is seemingly driven by the higher perceived quality of treatment abroad, despite the fact that similar treatment is available more cost-effectively within the country. Certainly the Bangladesh health care system is not without its problems, which have diminished the perception of quality in the sector. Thus, this study focuses on key factors for Bangladeshi health service providers to address. By doing so, they will be better able to develop the local health care sector and retain Bangladeshi patients within the country. Subsequently, by identifying strategic niches, Bangladesh could focus on delivering higher quality health care services to develop medical tourism and attract patients from abroad in specific categories of health care.Item The structure of service quality perceptions for multiple-encounter services(© 2013 Wolters Kluwer Health., 2013) Andaleeb, Syed Saad; Kara, AliThe objective of this study was to examine a complex service environment-hospitals-to suggest how service quality could be reframed and measured for multiple-encounter service situations more effectively. SUBJECTS:: In this cross-sectional study, a sample of 371 patients completed the survey instrument. Service quality measures were guided by the literature but allowed to flow from the respondents at the preliminary stage. METHODS:: Confirmatory factor analysis, along with structural equation modeling, was used to test the hypothesized relationships among key actorsÊ performance metrics (KAPMs). RESULTS:: Patient satisfaction is significantly influenced by perceived service quality based on KAPMs. For multiple-encounter services, service quality dimensions and measures ought to be tied to KAPMs. CONCLUSIONS:: Primary actors-ie, doctors-need knowledge and skills about patient psychology, negotiation, handling difficult patients, and, importantly, "putting the customer first." Sensitivity training on such matters should be provided. The secondary actors are the nurses who have more frequent contact with the patients. Nurses need to be perceived as "patient advocates." Effective advocacy begins with prompt and caring services to build trust. The tertiary actors in their support role also ought to be integrated into becoming vital part of the service provided.