Expectancy disconfirmation

2019 ◽  
Vol 31 (1) ◽  
pp. 291-300 ◽  
Author(s):  
Alan Kai Ming Au ◽  
Alan Ching Biu Tse
Keyword(s):  
Effect Size ◽  
Service Provider ◽  
Upper Bound ◽  
Design Methodology ◽  
Content Type ◽  
Level Of Satisfaction ◽  
Delay Duration ◽  
Expectancy Disconfirmation ◽  
Duration Information ◽  
Practical Implications

PurposeThe purpose of this paper is to examine the effect of expectancy disconfirmation on passengers’ reactions to airline delays.Design/methodology/approachThe study uses a between-subject factorial design with 9 treatments involving 161 subjects to collect data to test the hypotheses.FindingsThe study showed that, when given a positive disconfirmation, subjects feel better and are more satisfied, but when given a negative disconfirmation, they feel more negative and dissatisfied. Also, the effect size of positive disconfirmation on satisfaction and feelings about the service provider were significantly less than that of negative disconfirmation of the same size. Hence, in the event of a delay, managers may have to announce the upper bound of the delay duration so that passengers might feel better and become more satisfied when the actual delay duration is shorter than what was initially expected. In addition, they must try their best not to create situations of negative disconfirmation in light of their disproportional impact on satisfaction.Practical implicationsAccording to the results, airline managers should estimate as accurately as possible the duration of a delay when there is one.Originality/valueA major contribution of this study is that manipulating the way delay duration information is given to passengers can affect feelings about the delay and the level of satisfaction with the airline.

Tourists’ perceptions while visiting Portugal

2017 ◽  
Vol 9 (6) ◽  
pp. 632-639
Author(s):  
João Gomes ◽  
Daniela Alves ◽  
Catarina Pacheco
Keyword(s):  
Design Methodology ◽  
Ongoing Research ◽  
Content Type ◽  
Level Of Satisfaction ◽  
Practical Implications

Purpose This study aims to identify the perceptions and satisfaction of tourists while visiting Portugal. Design/methodology/approach This study is based on ongoing research by Instituto de Planeamento e Desenvolvimento do Turismo (IPDT) on “Tourist perceptions while visiting Portugal”. Findings This study identifies the places chosen by tourists who visited Portugal, as well as the atributes they most valued in the country. With this study, the level of satisfaction of those visiting the country can also be verified as being quite high. Practical implications This study provides knowledge about the perceptions and satisfaction of tourists while visiting Portugal, including the main aspects they valued and their satisfaction about Portugal’s main attributes. Originality/value This study aims to identify tourists’ opinion about Portugal, identifying the most valued attributes of the country as well as the main doubts about the impacts of tourism on the originality of Portuguese cities.

Accounting outsourcing and audit lag

2017 ◽  
Vol 32 (3) ◽  
pp. 276-294 ◽  
Author(s):  
Charles P. Cullinan ◽  
Xiaochuan Zheng
Keyword(s):  
Mutual Funds ◽  
Service Provider ◽  
Design Methodology ◽  
Positive Relationship ◽  
Content Type ◽  
Closed End Funds ◽  
The Relationship ◽  
Risk Reducing ◽  
Practical Implications ◽  
Consistent Measurement

Purpose This paper examines the relationship between accounting outsourcing and audit lag. Accounting outsourcing may reduce misstatement risk, reducing the amount of audit effort necessary and thereby decrease audit lag. Alternatively, outsourcing may increase the amount of coordination necessary between the auditor, client management and the outside accounting service provider and thereby increase audit lag. Design/methodology/approach The accounting outsourcing/audit lag relationship is examined among closed-end mutual funds. These funds often outsource their accounting functions and disclose the names and services provided by any company providing services to the fund. These disclosures permit a consistent measurement of whether the fund outsources their accounting functions or performs them in-house. Findings This paper finds a positive relationship between accounting outsourcing and audit lag; outsourcing funds have audit lags that are two to three days longer than those not outsourcing their accounting. The results are robust to different specifications, controls for the distinctive characteristics of closed-end funds and consideration of endogeneity. Practical implications Closed-end funds could consider the increased time necessary to complete the audit when deciding whether to outsource their accounting functions. Originality/value By identifying a unique setting in which outsourcing data can be consistently obtained and analyzed (i.e. closed-end funds), this is the first study to empirically evaluate the relationship between accounting outsourcing and audit lag.

Customers happy to buy apps

2014 ◽  
Vol 30 (11) ◽  
pp. 16-18
Keyword(s):  
Information Sharing ◽  
Case Studies ◽  
Effect Size ◽  
Design Methodology ◽  
Reading Time ◽  
Retail Store ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications ◽  
Share Information

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – The analysis finds that the level of interest in a retail app is positively related to the consumer’s intention to engage in both purchasing and information-sharing activities. In addition, the time since the consumer’s last visit to the retail store has a moderating effect on both types of activities; the more recent the last visit, the larger the effect-size of interest in the app on intention to share information and make a purchase. Practical implications – The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

How a felt obligation to mentor impacts mentor performance

2020 ◽  
Vol 28 (4) ◽  
pp. 23-25
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Previous Experience ◽  
Content Type ◽  
Mentoring Relationship ◽  
Level Of Satisfaction ◽  
Survey Results ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This research paper concentrates on the extent to which a felt obligation to become a mentor stems from a previous experience of being mentored. The survey results did reveal that experiencing a felt obligation to mentor does mean that a mentor conducts their role in a way that gives their protégé a higher level of satisfaction with the mentoring relationship. The authors advocate than companies concentrate on promoting participation in mentoring organically as part of developing the organization's culture, rather than putting pressure on individuals to become mentors and damaging any felt obligation they may have in the process. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Seasonal variation in urban tourist satisfaction

2018 ◽  
Vol 73 (3) ◽  
pp. 344-358 ◽  
Author(s):  
Daniela Soldić Frleta ◽  
Dora Smolčić Jurdana
Keyword(s):  
Design Methodology ◽  
Principal Component ◽  
Regression Analyses ◽  
Content Type ◽  
Tourist Satisfaction ◽  
City Tourism ◽  
Level Of Satisfaction ◽  
Significant Difference ◽  
The City ◽  
Practical Implications

Purpose The purpose of this study is to detect the differences in satisfaction levels with regard to different elements of the city tourism offering during the season and off-season. Furthermore, the aim is to find out what factors determine the satisfaction of season and off-season tourists. Design/methodology/approach This paper is based on the results of a survey conducted during 2016 in Opatija and Rijeka (Croatia). The analyses were conducted on a sample of 1,249 respondents. Data analysis included principal component analyses, ANOVA and series of regression analyses. Findings Results confirmed that there is a significant difference in overall satisfaction, as well as in all five satisfaction dimensions, between tourists visiting the cities during the season and those visiting in the pre- and post-season. In addition, simple regression analyses revealed that tourists staying in those cities during the peak season expressed a statistically significant higher level of satisfaction than those visiting in the pre- and post-season. However, no statistically significant difference was found in overall satisfaction and in four out of five satisfaction dimensions, between pre- and post-season tourists. Practical implications The findings have relevant implications for destination managers in their further decisions aimed at developing a more satisfactory tourism offering in the season and off-season. Originality/value The main contribution of this paper lies in the connection between tourist satisfaction and the season of their visit, as previous studies have rarely considered the season when analysing tourist satisfaction with the destination offering.

Understanding negative emotions in services through teleological actions

2017 ◽  
Vol 9 (1) ◽  
pp. 67-84 ◽  
Author(s):  
Carmen Padin ◽  
Göran Svensson
Keyword(s):  
Service Provider ◽  
Design Methodology ◽  
Critical Incidents ◽  
Ad Hoc ◽  
Service Providers ◽  
Negative Emotions ◽  
Service Encounters ◽  
Content Type ◽  
Practical Implications

Purpose The purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents in service encounters have occurred. Design/methodology/approach Three categories of teleological actions are used: transformative – ad hoc and present-based actions, formative – pre-determined and past-based actions and rationalist – goal-directed and future-based actions. Findings The empirical findings indicate that airline ground staff should interact differently with air passengers based on the negative emotions involved and the teleological actions undertaken after critical incidents in service encounters have occurred. Research limitations/implications The current research improves the interactive and sequential understanding of how to manage negative emotions through teleological actions in service encounters between a service provider and a service receiver after critical incidents have occurred, as well as providing numerous opportunities for further research in services. Practical implications It is an important and relevant insight that it is necessary to understand both the initial and derived causes of negative emotions and the subsequent effects and outcomes occurring in service encounters after critical incidents have arisen. Originality/value This current study provides theoretical and managerial contributions to manage negative emotions after critical incidents have occurred in service encounters.

scholarly journals Implementation of a local authority workspace strategy in the UK

Facilities ◽  
2016 ◽  
Vol 34 (3/4) ◽  
pp. 196-218 ◽  
Author(s):  
Bob Giddings ◽  
Vladimir Ladinski
Keyword(s):  
Asset Management ◽  
Design Methodology ◽  
Local Authority ◽  
Content Type ◽  
Level Of Satisfaction ◽  
Before And After ◽  
Borough Council ◽  
Reduced Space ◽  
The Uk ◽  
Practical Implications

Purpose This paper aims to examine the implementation of a workspace strategy within Gateshead Metropolitan Borough Council. It identifies the efficiencies that were achieved through the increase in office workspace numbers, as well as the associated advantages of locating more people within the Civic Centre. Equally, this study examines the users’ perspective. Design/methodology/approach A survey was carried out in 2013, with Property and Design Services as a sample Council Department, to identify employees’ level of satisfaction with the implementation of the strategy. A paper-based questionnaire was handed to all participants. The primary comparison was their experience before and after changes to the workplace. Findings The results show that government targets for office space utilisation have been exceeded, thus supporting more efficient property asset management. The research has also established that the employees are generally satisfied with their new workspace. Research limitations/implications The issues are whether the reduced space per person can be mitigated by the design, and whether efficiency gains can be introduced without adversely affecting the users’ perception of their workplace. Practical implications The findings can guide future trends within the Council, as well as informing the implementation of similar workspace strategies in other organisations. Originality/value The originality of the study lies in a workspace strategy where the responses of users were taken seriously. Despite some concerns about distractions and lack of privacy, the employees responded that their overall satisfaction, and perceived productivity were unaffected by the strategy and reduced space per person.

Who should clean the university? The in-house outsourcing decision from a student perspective

Facilities ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Peter Palm
Keyword(s):  
Service Provider ◽  
Design Methodology ◽  
Ordinal Regression ◽  
Student Perspective ◽  
Content Type ◽  
Student’S Performance ◽  
University Buildings ◽  
The University ◽  
Outsourcing Decision ◽  
Practical Implications

Purpose This paper aims to investigate how the students perceive the cleaning of the university, from an in-house and outsourced perspective. Design/methodology/approach This research is based on a survey conducted in the different university buildings with a total of 240 students. The survey was then analysed through an ordinal regression. Findings The ordinal regression indicates a statistically significant result were student are more satisfied with the cleaning performed by the outsourced service provider. Research limitations/implications The research in this paper is limited to one Swedish university. But, the overall strategies for how to organise the cleaning service at the university do address all universities. However, the research is limited and more research has to be performed. Practical implications The insight the paper provides regarding how the students perceive the cleaning service at the university gives direct implications to university in relation to how to consider the cleaning service as an important factor. Originality/value It provides the first study from a student perspective on the question of cleaning of the university, when previous studies have indicated cleaning as an important function not least to student’s performance and academic results.

Consumer value creation through WhatsApp use

2019 ◽  
Vol 32 (4) ◽  
pp. 455-471
Author(s):  
Jorge Cruz-Cárdenas ◽  
Jorge Guadalupe-Lanas ◽  
Ekaterina Zabelina ◽  
Andrés Palacio-Fierro ◽  
Margarita Velín-Fárez ◽  
...  
Keyword(s):  
Latin American ◽  
Value Creation ◽  
Emotional Support ◽  
Design Methodology ◽  
Instant Messaging ◽  
Role Performance ◽  
Content Type ◽  
Consumer Value ◽  
Depth Interviews ◽  
Practical Implications

Purpose The purpose of this paper is to understand in-depth how consumers create value in their lives using WhatsApp, the leading mobile instant messaging (MIM) application. Design/methodology/approach The study adopts the perspective of customer-dominant logic (CDL) and uses a qualitative multimethod design involving 3 focus groups and 25 subsequent in-depth interviews. The research setting was Ecuador, a Latin American country. Findings Analysis and interpretation of the participants’ stories made it possible to identify and understand the creation of four types of value: maintaining and strengthening relationships; improving role performance; emotional support; and entertainment and fun. In addition, the present study proposes a conceptual model of consumer value creation as it applies to MIM. Practical implications Understanding the way consumers create value in their lives using MIM is important not only for organizations that offer MIM applications, but also for those companies that develop other applications for mobile phones or for those who wish to use MIM as an electronic word-of-mouth vehicle. Originality/value The current study is one of the first to address the topic of consumer behavior in the use of technologies from the perspective of CDL; this perspective enables an integrated qualitative vision of value creation in which the consumer is the protagonist.

scholarly journals Advantages and potential challenges of data management in e-maintenance

2019 ◽  
Vol 25 (3) ◽  
pp. 378-396 ◽  
Author(s):  
Arian Razmi-Farooji ◽  
Hanna Kropsu-Vehkaperä ◽  
Janne Härkönen ◽  
Harri Haapasalo
Keyword(s):  
Data Management ◽  
Design Methodology ◽  
Management Practices ◽  
Future Research ◽  
Conceptual Approach ◽  
Content Type ◽  
Different Types ◽  
Maintenance Systems ◽  
Industry Leader ◽  
Practical Implications

Purpose The purpose of this paper is twofold: first, to understand data management challenges in e-maintenance systems from a holistically viewpoint through summarizing the earlier scattered research in the field, and second, to present a conceptual approach for addressing these challenges in practice. Design/methodology/approach The study is realized as a combination of a literature review and by the means of analyzing the practices on an industry leader in manufacturing and maintenance services. Findings This research provides a general understanding over data management challenges in e-maintenance and summarizes their associated proposed solutions. In addition, this paper lists and exemplifies different types and sources of data which can be collected in e-maintenance, across different organizational levels. Analyzing the data management practices of an e-maintenance industry leader provides a conceptual approach to address identified challenges in practice. Research limitations/implications Since this paper is based on studying the practices of a single company, it might be limited to generalize the results. Future research topics can focus on each of mentioned data management challenges and also validate the applicability of presented model in other companies and industries. Practical implications Understanding the e-maintenance-related challenges helps maintenance managers and other involved stakeholders in e-maintenance systems to better solve the challenges. Originality/value The so-far literature on e-maintenance has been studied with narrow focus to data and data management in e-maintenance appears as one of the less studied topics in the literature. This research paper contributes to e-maintenance by highlighting the deficiencies of the discussion surrounding the perspectives of data management in e-maintenance by studying all common data management challenges and listing different types of data which need to be acquired in e-maintenance systems.

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