Abstract -- This study investigates the possible spillover effects of customer satisfaction from product manufacturer to service provider, and vice versa. The survey results provide empirical evidence for the presence of spillover effects of quality and customer satisfactions in the mobile phone industry. This finding suggests that research on the ways in which quality affects customer satisfaction and loyalty should consider the influence of partnering firms and suppliers, rather than only examine the relationship within the same organization. This is particularly relevant in settings where the simultaneous presence of physical product and the service are needed. In the mobile phone industry, handset manufacturers and network operators need to consider whom they partner, depending whether they are the likely receiving or giving party of the spillover effects. Moreover, these effects are moderated by product image gap between the handset and network operator.

Abstract -- We have conducted survey research to measure the perception of the Genevese population regarding the problem of information overload. The sample size is 581. Main findings indicate that information overload is a real concern in Geneva and seems to affect the efficiency of companies. Themes like sources and mediums of communications, utility of information, information pollution are investigated. In the first part of the analysis, we propose descriptive statistics. In the second part we explore a few hypotheses that are tested.

Service cannot be held, and is typically intangible, perishable, difficult to port, hard to measure, and co-produced with customers. This paper introduces a new thinking of design and deployment of competent and competitive service systems by taking account of these service’s unique characteristics. It aims to help promote and advance Service Science that ultimately will empower enterprise service systems and make them highly adaptable and sustainable to the global, changing, and dynamic service environment (when, where and who to deliver and whom to be served, etc.) to meet the severe competition challenges.