How to get more from your quantitative LibQUAL+TM dataset: making results practical

2007 ◽  
Vol 8 (2) ◽  
pp. 110-126 ◽  
Author(s):  
Tim Bower ◽  
Bradford Dennis
Keyword(s):  
Theoretical Model ◽  
Quantitative Data ◽  
Design Methodology ◽  
Decision Makers ◽  
Practical Recommendation ◽  
Content Type ◽  
Continuous Evaluation ◽  
Strategic Plans ◽  
Single Score ◽  
Practical Implications

PurposeThe purpose of this paper is to outline three analytic tools utilized in the analysis and interpretation of LibQUAL+™ quantitative data.Design/methodology/approachD‐M scores, value rankings, and split‐file cross‐tabulations were used to assess the service items from the 2004 LibQUAL+™ quantitative data. The D‐M score is methodologically superior to other methods used in that it is a single score that takes into account all three LibQUAL+™ perception/expectation scores as dictated by the theoretical model LibQUAL+™ is based upon.FindingsThe paper finds that these tools provide a way to more easily utilize LibQUAL+™ results in taking actions and developing strategic plans designed to improve patrons' perceptions of service quality. These tools also allow for the continuous evaluation of implemented plans.Practical implicationsThe paper discusses how these tools helped produce findings that were informative and in a format that decision makers could easily comprehend and utilize.Originality/valueThis paper outlines three approaches and offers practical recommendation of how to analyze and interpret LibQUAL+™ quantitative data as well as present findings to strategic stakeholders.

Size does matter – span of control in hospitals

2017 ◽  
Vol 31 (2) ◽  
pp. 192-206 ◽  
Author(s):  
Christina Holm-Petersen ◽  
Sussanne Østergaard ◽  
Per Bo Noergaard Andersen
Keyword(s):  
Design Methodology ◽  
Hospital Staff ◽  
Leadership Capacity ◽  
Decision Makers ◽  
Span Of Control ◽  
Content Type ◽  
Frontline Leaders ◽  
Practical Implications

Purpose Centralization, mergers and cost reductions have generally led to increasing levels of span of control (SOC), and thus potentially to lower leadership capacity. The purpose of this paper is to explore how a large SOC impacts hospital staff and their leaders. Design/methodology/approach The study is based on a qualitative explorative case study of three large inpatient wards. Findings The study finds that the nursing staff and their frontline leaders experience challenges in regard to visibility and role of the leader, e.g., in creating overview, coordination, setting-up clear goals, following up and being in touch. However, large wards also provide flexibility and development possibilities. Practical implications The authors discuss the implications of these findings for decision makers in deciding future SOC and for future SOC research. Originality/value Only few studies have qualitatively explored the consequences of large SOC in hospitals.

How “The Three Rules” guide strategy and investment decisions at Deloitte Consulting LLP

2015 ◽  
Vol 43 (3) ◽  
pp. 7-14 ◽  
Author(s):  
Jim Moffatt
Keyword(s):  
Design Methodology ◽  
Large Scale ◽  
Investment Decisions ◽  
Decision Makers ◽  
Research Project ◽  
Content Type ◽  
First Case ◽  
Practical Implications ◽  
Thought Leadership

Purpose – This case example looks at how Deloitte Consulting applies the Three Rules synthesized by Michael Raynor and Mumtaz Ahmed based on their large-scale research project that identified patterns in the way exceptional companies think. Design/methodology/approach – The Three Rules concept is a key piece of Deloitte Consulting’s thought leadership program. So how are the three rules helping the organization perform? Now that research has shown how exceptional companies think, CEO Jim Moffatt could address the question, “Does Deloitte think like an exceptional company?” Findings – Deloitte has had success with an approach that promotes a bias towards non-price value over price and revenue over costs. Practical implications – It’s critical that all decision makers in an organization understand how decisions that are consistent with the three rules have contributed to past success as well as how they can apply the rules to difficult challenges they face today. Originality/value – This is the first case study written from a CEO’s perspective that looks at how the Three Rules approach of Michael Raynor and Mumtaz Ahmed can foster a firm’s growth and exceptional performance.

scholarly journals A first-person theory of documentation

2019 ◽  
Vol 75 (1) ◽  
pp. 190-212 ◽  
Author(s):  
Tim Gorichanaz
Keyword(s):  
Theoretical Model ◽  
Design Methodology ◽  
Analytical Tool ◽  
First Person ◽  
Visual Artists ◽  
Art Making ◽  
Content Type ◽  
Person Perspective ◽  
Practical Implications ◽  
Person Experience

Purpose The purpose of this paper is to first articulate and then illustrate a descriptive theoretical model of documentation (i.e. document creation) suitable for analysis of the experiential, first-person perspective. Design/methodology/approach Three models of documentation in the literature are presented and synthesized into a new model. This model is then used to understand the findings from a phenomenology-of-practice study of the work of seven visual artists as they each created a self-portrait, understood here as a form of documentation. Findings A number of themes are found to express the first-person experience of art-making in these examples, including communicating, memories, reference materials, taking breaks and stepping back. The themes are discussed with an eye toward articulating what is shared and unique in these experiences. Finally, the themes are mapped successfully to the theoretical model. Research limitations/implications The study involved artists creating self-portraits, and further research will be required to determine if the thematic findings are unique to self-portraiture or apply as well to art-making, to documentation generally, etc. Still, the theoretical model developed here seems useful for analyzing documentation experiences. Practical implications As many activities and tasks in contemporary life can be conceptualized as documentation, this model provides a valuable analytical tool for better understanding those experiences. This can ground education and management decisions for those involved. Originality/value This paper makes conceptual and empirical contributions to document theory and the study of the information behavior of artists, particularly furthering discussions of information and document experience.

Blinded by the light? Analyzing sustainability authenticity, customer service perceptions, and halo effects

2019 ◽  
Vol 30 (1) ◽  
pp. 117-139 ◽  
Author(s):  
Clinton Amos ◽  
Sebastian Brockhaus ◽  
Amydee M. Fawcett ◽  
Stanley E. Fawcett ◽  
A. Michael Knemeyer
Keyword(s):  
Supply Chain ◽  
Customer Service ◽  
Design Methodology ◽  
Corporate Sustainability ◽  
A Priori ◽  
Decision Makers ◽  
Behavioral Experiments ◽  
Content Type ◽  
Sustainability Initiatives ◽  
Practical Implications

PurposeThe purpose of this paper is to evaluate how service perceptions influence customer views of the authenticity of corporate sustainability claims. The goal of this paper is to help supply chain decision-makers better understand boundary conditions in order to design more enduring and impactful sustainability programs.Design/methodology/approachThe authors employ behavioral experiments, subjecting two theoretically derived hypotheses to verification across five diverse industries and two distinct sustainability vignettes.FindingsCustomer service perceptions emerge as a significant boundary condition to the perceived authenticity of sustainability efforts. Subjects attributed significantly higher authenticity toward sustainability efforts in above average vs below average service quality contexts. Further, respondents attributed deceptive motivations to sustainability efforts at companies with below average service.Research limitations/implicationsThe authors confirm the underlying tenet of social judgment theory, which suggests thata prioriperceptions create a zone of acceptability or rejection. Ultimately, investing in sustainability can lead to counterproductive cynicism.Practical implicationsThe authors infer that customers’ willingness to give companies credit for sustainability initiatives extends beyond service issues to any practice that influencesa prioriperceptions. Supply chain managers must rethink their role in designing both customer service and sustainability systems to achieve positive returns from sustainability investments.Originality/valueThe authors challenge the assumption that customers universally positively view sustainability efforts. If customers holda priorinegative service perceptions, otherwise well-designed sustainability programs may invoke cynical reactions. Thus, sustainability programs may not inoculate firm reputations from adverse incidents. Given they touch both service and sustainability systems, supply chain managers are positioned to holistically influence their design for competitive advantage.

Inclusive leadership: new age leadership to foster organizational inclusion

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sunaina Chetan Kuknor ◽  
Shubhasheesh Bhattacharya
Keyword(s):  
Theoretical Model ◽  
Literature Review ◽  
Human Resources ◽  
Design Methodology ◽  
Human Resources Development ◽  
Inclusive Leadership ◽  
Content Type ◽  
Set Up ◽  
The Relationship ◽  
Practical Implications

Purpose This paper aims to investigate the relationship between inclusive leadership (IL) and organizational inclusion (OI) in literature and explores the contribution of IL and OI in human resources development (HRD). Design/methodology/approach The systematic literature review was undertaken from peer-reviewed journals. In total, 68 articles were critically analyzed to be included in the review highlighting the relationship between IL and OI. Findings The paper provides insights into leader behaviors that foster IL and how it differs from other styles of leadership. The paper also proposes a theoretical model to show the relationship between IL and OI. Practical implications The study will facilitate creating awareness in practitioners and academicians who think inclusion is mostly concerned with disabled learners, which is misleading. The paper will help the concerned stakeholders to formulate HRD practices to foster an inclusive culture at work. Originality/value The paper explores an area less researched and is among the few review papers investigating through the relationship between IL and OI and how they impact HRD practices in an organizational set-up.

Factors driving indebtedness among small- and medium-sized dairy companies

2020 ◽  
Vol 123 (1) ◽  
pp. 159-175
Author(s):  
Alberto Mazzoleni ◽  
Enrica Pollonini
Keyword(s):  
Economic Crisis ◽  
Food Production ◽  
Design Methodology ◽  
Financial Structure ◽  
Decision Makers ◽  
Third Party ◽  
Production Chain ◽  
Content Type ◽  
The Impact ◽  
Practical Implications

PurposeWe developed a model to demonstrate how multiple interrelated aspects of a firm influence its recourse to third-party financing, which frequently depends on the characteristics of each food production chain.Design/methodology/approachWe conducted an empirical research on a relevant sample of small- and medium-sized Italian dairy firms. Our research methodology is inspired by the grounded theory (Glaser and Strauss, 1967).FindingsOur findings illustrated that firm indebtedness is the result of intertwined variables, linked to different firm dimensions, including growth, financial structure and economic dynamics.Research limitations/implicationsA portion of the analysed phenomenon is not explained using the sample and econometric tools.Practical implicationsThere are practical implications for the decision-makers in a firm (in particular, the managers and the shareholders) as the model allows to evaluate the influence of a set of mutually interdependent firm variables for the indebtedness level.Originality/valueFirst, we considered the recourse to third-party financing within the context of the systems theory (Millová and Blatný, 2015) and from the perspective of linked causes and mutually connected variables. Second, our research focussed on a well-defined food chain and on features of firms operating in this context. Last, our model considered the impact of the recent economic crisis, which motivated us to review the existing models.

Assessing the objectives of dry ports: main issues, challenges and opportunities in Brazil

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Thiago de Almeida Rodrigues ◽  
Caroline Maria de Miranda Mota ◽  
Udechukwu Ojiako ◽  
Fikri Dweiri
Keyword(s):  
Literature Review ◽  
Design Methodology ◽  
Decision Makers ◽  
Second Step ◽  
Exploratory Research ◽  
Content Type ◽  
Challenges And Opportunities ◽  
Dry Ports ◽  
Practical Implications

PurposeThe purpose is to identify the main characteristics of dry ports (DPs) in Brazil, discussing the role of this logistic player, challenges and opportunities. Furthermore, this study provides a structured framework to drive DP decision-makers, identifying and assessing a network of means–end objectives, which could be replicable to other contexts.Design/methodology/approachThis article approached initially a literature review and exploratory research to discuss the main characteristics of DPs in Brazil. The second step was to conduct a qualitative analysis following the value-focused thinking (VFT) approach in two case studies in Pernambuco state to assess the achievement of the main objectives.FindingsThis article identified that the main characteristics of DPs in Brazil are offering additional services with a cheaper storage cost, handling mainly import cargo and being connected to seaports through highways. Moreover, this study resulted in a framework to assess the objectives of DPs, which could be replicable in other contexts, improving the current operations of DPs.Practical implicationsThe framework to assess DPs' objectives bridged the gap between the literature and the practice working as a tool to drive decision-makers to improve the current performance of DPs in Brazil. Additionally, the main issues, challenges and opportunities discussed provide managers, policymakers and DPs operators with valuable insights into this theme.Originality/valueThis paper is the first study to present a framework to assess the objectives of DPs as a valuable tool to drive decision-makers to improve DPs operations. From this study, lessons could be learned and the process described could be replicable in other countries.

Total Interpretive Structural Modeling (TISM): approach and application

2017 ◽  
Vol 14 (2) ◽  
pp. 162-181 ◽  
Author(s):  
J. Jena ◽  
Sumati Sidharth ◽  
Lakshman S. Thakur ◽  
Devendra Kumar Pathak ◽  
V.C. Pandey
Keyword(s):  
Design Methodology ◽  
Matrix Multiplication ◽  
Structural Modeling ◽  
Decision Makers ◽  
Interpretive Structural Modeling ◽  
Content Type ◽  
Mutual Dependence ◽  
Step Procedure ◽  
Power And Dependence ◽  
Practical Implications

Purpose The purpose of this paper is to elucidate the methodology of total interpretive structural modeling (TISM) in order to provide interpretation for direct as well as significant transitive linkages in a directed graph. Design/methodology/approach This study begins by unfolding the concepts and advantages of TISM. The step-by-step methodology of TISM is exemplified by employing it to analyze the mutual dependence among inhibitors of smartphone manufacturing ecosystem development (SMED). Cross-impact matrix multiplication applied to the classification analysis is also performed to graphically represent these inhibitors based on their driving power and dependence. Findings This study highlights the significance of TISM over conventional interpretive structural modeling (ISM). The inhibitors of SMED are explored by reviewing existing literature and obtaining experts’ opinions. TISM is employed to classify these inhibitors in order to devise a five-level hierarchical structure based on their driving power and dependence. Practical implications This study facilitates decision makers to take required actions to mitigate these inhibitors. Inhibitors (with strong driving power), which occupy the bottom level in the TISM hierarchy, require more attention from top management and effective monitoring of these inhibitors can assist in achieving the organizations’ goals. Originality/value By unfolding the benefits of TISM over ISM, this study is an endeavor to develop insights toward utilization of TISM for modeling inhibitors of SMED. This paper elaborates step-by-step procedure to perform TISM and hence makes it simple for researchers to understand its concepts. To the best of the authors’ knowledge, this is the first study that analyzes the inhibitors of SMED by utilizing TISM approach.

Sibling rivalry among anti-corruption agencies in Taiwan

2015 ◽  
Vol 4 (1) ◽  
pp. 101-124 ◽  
Author(s):  
Ernie Ko ◽  
Yu-Chang Su ◽  
Chilik Yu
Keyword(s):  
Design Methodology ◽  
Sibling Rivalry ◽  
Decision Makers ◽  
Historical Background ◽  
Government Officials ◽  
Content Type ◽  
Fiscal Constraints ◽  
Road Map ◽  
Depth Interviews ◽  
Practical Implications

Purpose – The purpose of this paper is to provide insights into the multiple anti-corruption agencies (ACAs) in Taiwan and their conflict resolution. The birth of the Agency Against Corruption (AAC) in 2011 created the unintended consequence of sibling rivalry with the elder Ministry of Justice Investigation Bureau (MJIB). Design/methodology/approach – A historical background of these agencies is discussed and followed by an analysis of the diversified conflicts among the prosecutor’s office, the AAC and the MJIB. The empirical sources of this study include 17 in-depth interviews with government officials both at ministerial level and field level, scholars and NGO representatives. Findings – The redundancy of ACAs in Taiwan is a fact, which is extremely difficult to change in the foreseeable future in the light of current political and fiscal constraints. This paper concludes that the conflicts among multiple ACAs and their operational weaknesses will not fade away after a mere directive from their superior, the Ministry of Justice, unless genuine cooperation is put into place in various individual cases. Practical implications – This paper provides a road-map for decision makers to improve collective anti-corruption performance. Taiwan’s AAC serves as the latest example testing the efficacy of the multiple specialized ACAs. Originality/value – This pioneering study provides insights into Taiwan’s anti-corruption policy and practices. More investigative studies should be conducted on the effectiveness of multiple ACAs in other countries.

Holiday intentions of Portuguese residents: a profile analysis for the years 2010 to 2014

2014 ◽  
Vol 6 (5) ◽  
pp. 429-441
Author(s):  
João Gomes ◽  
Daniela Rodrigues ◽  
Mónica Montenegro ◽  
Jorge Costa
Keyword(s):  
Comparative Study ◽  
Economic Crisis ◽  
Design Methodology ◽  
Profile Analysis ◽  
Decision Makers ◽  
Clear Understanding ◽  
Ongoing Research ◽  
Content Type ◽  
Domestic Tourism ◽  
Practical Implications

Purpose – This article aims to identify the holiday intentions of Portuguese residents, highlighting the importance and evolution of the internal market and the constraints that lead to a significant decrease of those taking holidays in recent years. Design/methodology/approach – The article is based on official tourism statistics and on an ongoing research by Instituto de Planeamento e Desenvolvimento do Turismo (IPDT) on “the holiday intentions of Portuguese residents regarding summer holidays”. Findings – The article finds that tourism in Portugal continues to grow and, in 2013, witnessed a record number of foreign tourists. Despite this success, domestic tourism showed a decrease, explained by the context of economic crisis that affects the country since 2009. However, other reasons such as professional commitments, and the avoidance of peak season for summer holidays, are also referred as reasons for not taking summer holidays. Practical implications – Results allow for a clear understanding of Portuguese residents’ profile regarding holiday intentions for summer holidays. The information presented and analyzed may be seen as very relevant in assisting decision makers in their strategy making process. Originality/value – This article seeks to illustrate the holiday intentions of the Portuguese residentes in a comparative study carried out over a three-year period. The results allow drawing conclusions about the tourism behavior of residents in Portugal during a severe economic crisis.

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