Adaptive reuse of historical buildings

2019 ◽  
Vol 37 (1) ◽  
pp. 54-68 ◽  
Author(s):  
Zuraini Md Ali ◽  
Rodiah Zawawi ◽  
Nik Elyna Myeda ◽  
Nabila Mohamad
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Adaptive Reuse ◽  
Point Of View ◽  
Social Perceptions ◽  
Historical Buildings ◽  
Historical Building ◽  
Content Type ◽  
Study Sites

Purpose The purpose of this paper is to focus on the impacts that the adaptive reuse of historical building has on museum service quality by analysing the visitors’ expectations and perceptions through the HISTOQUAL model. It looks deeper into investigating the enhancement of adaptive reuse approach to historical buildings not only to the surrounding environment, but also to the building’s cultural significance. Design/methodology/approach A field survey implementing quantitative approach was conducted by using questionnaires to collect the visitors’ expectations and perceptions on their visits to the selected case study sites. The selected two case study sites are both newly adaptive reuse museums located in the heart of Kuala Lumpur. Through these case studies, the visitors’ expectations and perceptions were analysed and the differences were identified. Findings Positive feedback on the level of service quality provided at both museums indirectly shows the success of adaptive reuse initiative on the historical buildings towards adapting their new functions as a museum. It was also noted that foreign language leaflets and facilities for less able visitors were among the two service criteria that do not exceed the expectations of users. In general, these findings are crucial in identifying the gap within the services provided and appropriate measures that can be undertaken for further improvement. Research limitations/implications Further study can be employed to a larger population of study to cater for a variety of perspectives from both users and managers of the buildings. Practical implications This paper highlights the implications of users’ feedback towards building usability and functions. It provided imperative findings from the users’ point of view pertaining to the services provided. Social implications The paper illustrates the significance of social perceptions on the implications of service delivery. It also reports empirical evidence in highlighting the importance of users’ attributes towards excellent service delivery. Originality/value Up to present, there exists a small number of studies that look into reviewing the new functions of adaptive reuse buildings. This study now contributes to create a larger number of studies in this scope, especially within the context of Malaysia.

scholarly journals Improving service quality through customer journey analysis

2016 ◽  
Vol 26 (6) ◽  
pp. 840-867 ◽  
Author(s):  
Ragnhild Halvorsrud ◽  
Knut Kvale ◽  
Asbjørn Følstad
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Ad Hoc ◽  
Empirical Studies ◽  
Point Of View ◽  
Service Improvement ◽  
Customer Journey ◽  
Content Type ◽  
Diary Studies ◽  
The Individual

Purpose The purpose of this paper is to propose a framework based on customer journeys for a structured portrayal of service delivery from the customer’s point of view. The paper also introduces customer journey analysis (CJA) for empirical investigation of individual service experiences in a multichannel environment. Design/methodology/approach The paper presents case studies for onboarding new customers on broadband services. CJA starts with modeling of the service process in terms of touchpoints. The individual customer journeys are reconstructed through methodological triangulation of interviews, diary studies, and process tracking. Findings The paper provides empirical insights into individual customer journeys. Four types of deviations during service delivery are identified: occurrence of ad hoc touchpoints, irregularities in the sequence of logically connected touchpoints, occurrence of failures in touchpoints, and missing touchpoints. CJA seems effective in revealing problematic and incoherent service delivery that may result in unfavorable customer experiences. Practical implications For a service company, the proposed framework may serve as a unifying language to ease cross-departmental communication and approach service quality in a systematic way. CJA discloses the gap between the planned and actual service delivery and can be used as a tool for service improvement. Originality/value The framework provides concepts, definitions, and a visual notation to structure and manage services in terms of customer journeys. CJA is a novel method for empirical studies of the service delivery process and the associated customer experience.

Adaptive reuse of open spaces in historical buildings

2020 ◽  
Vol 38 (5) ◽  
pp. 703-719 ◽  
Author(s):  
Hatice Kıran Çakır ◽  
Dinçer Aydın ◽  
Selin Arabulan
Keyword(s):  
Adaptive Reuse ◽  
Outdoor Environment ◽  
Green Spaces ◽  
Historical Buildings ◽  
Open Spaces ◽  
Historical Building ◽  
Content Type ◽  
Interior Spaces ◽  
Observation Method ◽  
The Relationship

PurposeThis study aims to evaluate the use of open and green spaces (OGS) of a historical building after the adaptive reuse of the building. The relationship between the use of OGSs and the perceived environments of the users is examined.Design/methodology/approachTo determine the OGS use preferences of the users and to obtain quantitative data, a survey was conducted. The data were evaluated using descriptive statistics in SPSS. Also, observation method was used to determine the frequency measurements of OGS. Thus, the relationships between the results were identified statistically.FindingsIt has been determined that the outdoor space features of a historical building should be arranged following its new function. The use of OGSs was affected by the physical properties of the spaces, accessibility and time spent in the settlement.Originality/valueThe historical building itself and its interior spaces, as well as the open, semi-open and green spaces of the building, are affected by the adaptive reuse process. However, the fact that only a few studies in the literature focus on the outdoor environment of the re-functionalized historical buildings makes this study original and unique.

scholarly journals RENOVATION OF ROOF STRUCTURE OF HISTORICAL BUILDING – CASE STUDY

2021 ◽  
Vol 6 (2) ◽  
pp. 71-81
Author(s):  
Marcela Spišáková ◽  
Daria Mokrenko
Keyword(s):  
Point Of View ◽  
Historic Buildings ◽  
Historical Buildings ◽  
Historical Building ◽  
Roof Structure ◽  
Historical Monuments ◽  
Cost Parameters

On the present, the problem of renovation of historical buildings is becoming more and more actual. The role of society is to protect and renovate the historical monuments. The presented article focuses on the problem of renovation of historic buildings from a structural, technological and cost point of view. During the solution of the case study "Renovation of roof structure of the Old Town Hall in Košice", a variant solution of the historic roof renovation was designed in accordance with the principles of historical buildings renovation. Subsequently, the evaluation of the technological and cost parameters for renovation; and determination of the optimal variant for renovation of the historical roof was processed through the methods of multicriterial analysis.

The moderating impact of emotions on customer equity drivers and loyalty intentions

2017 ◽  
Vol 29 (2) ◽  
pp. 239-264 ◽  
Author(s):  
Zohaib Razzaq ◽  
Salman Yousaf ◽  
Zhao Hong
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Customer Loyalty ◽  
Positive Emotions ◽  
Survey Design ◽  
Emotional Responses ◽  
Point Of View ◽  
Customer Equity ◽  
Content Type ◽  
Loyalty Intentions

Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components. Practical implications Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process. Originality/value The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.

A deliberately emergent strategy – a key to successful city branding

2015 ◽  
Vol 8 (2) ◽  
pp. 90-102 ◽  
Author(s):  
Janne Lindstedt
Keyword(s):  
Place Branding ◽  
Place Identity ◽  
Point Of View ◽  
City Branding ◽  
Content Type ◽  
Emergent Strategy ◽  
Branding Strategies ◽  
Local Stakeholders ◽  
Place Brand

Purpose – The paper aims to address a neglected issue in the literature on place brand co-creation, namely, the strategic planning of the branding process. Furthermore, the paper demonstrates the benefits of a deliberately emergent strategy. Design/methodology/approach – A qualitative case study focusing on Turku, Finland, supports the development of the argument. In this study, branding of Turku is examined both during the European Capital of Culture 2011 (ECoC) project and after it. Findings – The contribution of the ECoC 2011 project – which was widely perceived as a success – to Turku’s brand was based on a deliberately emergent strategy. Afterwards, the local government has, however, chosen a different approach to branding. Research limitations/implications – Given the increasing popularity of brand thinking among practitioners all over the world, it would be meaningful for scholars to pay more attention to the application of brand co-creation in place branding strategies. Practical implications – The deliberately emergent branding strategy could be considered an approach to applying the idea of brand co-creation in practice. It enables local stakeholders to make their voices heard and results in increased credibility of a branding process. Originality/value – Place brand co-creation has not yet been examined from strategic planning’s point of view. The need for this kind of examination is apparent, because branding strategies have traditionally been based on the idea of static place identity. The Turku case helps to propose a solution in terms of the notion of deliberately emergent branding.

Service journey quality: conceptualization, measurement and customer outcomes

2021 ◽  
Vol 32 (6) ◽  
pp. 1-27
Author(s):  
Elina Jaakkola ◽  
Harri Terho
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Financial Services ◽  
Three Dimensions ◽  
Service Research ◽  
Research Approach ◽  
Critical Determinant ◽  
Content Type

PurposeThe quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes.Design/methodology/approachThe study uses a discovery-oriented research approach to conceptualize SJQ by synthesizing theory and field-based insights from customer focus group discussions. Next, using consumer survey data (N = 278) from the financial services context, the authors develop measures for the SJQ. Finally, based on an additional survey dataset (N = 239), the authors test the nomological validity and predictive relevance of the SJQ.FindingsSJQ comprises of three dimensions: (1) journey seamlessness, (2) journey personalization and (3) journey coherence. This study demonstrates that SJQ is a critical driver of service quality and customer loyalty in contemporary business. This study finds that the loyalty link is partially mediated through service quality, indicating that SJQ explains loyalty above and beyond service quality.Research limitations/implicationsSince service quality only partially mediates the link between service journey quality and customer loyalty, future studies should examine alternative mediators, such as customer experience, for a more comprehensive understanding of the performance effects.Practical implicationsThe study offers concrete tools for service managers who wish to understand and develop the quality of service journeys.Originality/valueThis study advances the service journey concept, demonstrates that the quality of the service journey is a critical driver of customer performance and provides rigorous journey constructs for future service research.

The combination of different open innovations: a longitudinal case study

2019 ◽  
Vol 13 (2) ◽  
pp. 342-362
Author(s):  
Xiaodong Yuan ◽  
Xiaotao Li
Keyword(s):  
New Product Development ◽  
Open Innovation ◽  
Point Of View ◽  
Longitudinal Case Study ◽  
Key Factors ◽  
Content Type ◽  
Strategic Direction ◽  
Different Types ◽  
Innovation Capacity

Purpose The purpose of this paper is to explore how an organization can combine different types of open innovations and what are the key factors that may influence the combination of different open innovations. Design/methodology/approach The basic methodology of this paper is the longitudinal inductive analysis within the conceptual framework of the open innovation proposed by Dahlander and Gann (2010). In this case study of Xiaomi Tech Inc., the open innovation combination is investigated through examining 25 new products created between August 2010 and December 2016 in terms of four general types: acquiring, sourcing, selling and revealing open innovation. Findings In practice, the combination of different types of open innovations can be realized. A firm may combine different open innovations at three levels: a single product level, a related product cluster level and a company level. In addition, different open innovations can be combined in diverse modes. The purpose of combining different types of open innovations is to overcome the disadvantages of each type and to exploit the advantages of all different types. Many factors may affect a firm’s option of how to combine open innovations. At different development stages, a firm may make and implement corresponding strategic direction based on its innovation capacity and internal resource. For a given strategy, the firm needs to create profits and manage intellectual property in the implementation of open innovations. These factors are interacted each other, rather than isolated. Originality/value The findings of this paper are helpful for better understanding how and why an organization can combine different types of open innovations. From a managerial point of view, an organization may combine different types of open innovations to leverage advantages and avoid disadvantages of each certain type of open innovation. An appropriate combination of different open innovations can effectively improve new product development.

Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers

2016 ◽  
Vol 34 (6) ◽  
pp. 841-867 ◽  
Author(s):  
Samson Yusuf Dauda ◽  
Jongsu Lee
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Transaction Cost ◽  
Conjoint Analysis ◽  
Discrete Choice ◽  
Waiting Time ◽  
Consumer Preference ◽  
Content Type ◽  
Banking Service ◽  
Nigerian Banking

Purpose The purpose of this paper is to evaluate the perceptions of Nigerian banking customers regarding customers’ evaluation of their banks service quality based on their banks actual performance on current banking service delivery. Design/methodology/approach A survey has been used to collect primary data and 1,245 usable questionnaires were used in the analysis. A conjoint analysis with stated preference data were used to construct the consumers’ behavior, while discrete choice method was employed to evaluate the preferences. More information was obtained by in cooperating heterogeneity into the model by the random coefficient and the test variance with the primary attributes and social demographics and individual characteristics. Findings Discrete choice analysis shows that bank management should focus on: reduction of transaction errors, transaction cost, waiting time and initial online learning time. This four attributes have strong impact on customer’s satisfaction depending on quality performance. Relative to other services the reduction in waiting time and transaction cost are the most important services to the Nigerian banking customers. Other findings of willingness to pay and consumer preference for other attributes reveal more information for improved banking policies. Research limitations/implications The sample only focussed on the urban areas and did not consider rural dwellers. Future research should aim to improve on these by including a variable in the utility set up that captures the distance of the respondent to the main city. Practical implications Nigerian banking customers do not care about a friendly smile as customer care. Rather, they value more on the waiting time and transaction cost showing that convenience and cost dimensions have strong and direct effect on service quality. Other dimensions identified includes, reliability, product portfolio, security and privacy, ease of use, accessibility, and competence and credibility. Originality/value This study has drawn on a sample of 1,245 Nigerian banking customers and evaluating how the survey respondents perceive their respective banks’ performance by their evaluation of the current banking service delivery.

The Contribution of the Turkish Historical Society to the First Stage of the Governmental Program for the Protection of Monuments in Edirne (1933-1941): Preservation Policies and Ideology in the Representation of Architectural Heritage

Belleten ◽  
2012 ◽  
Vol 76 (276) ◽  
pp. 673-690
Author(s):  
Giorgio Gasco
Keyword(s):  
Point Of View ◽  
Visual Narrative ◽  
Ministry Of Education ◽  
Historical Buildings ◽  
Architectural Heritage ◽  
Historical Society ◽  
Emerging Culture ◽  
Historical Heritage ◽  
Scientific Base

The beginning of restoration works on a scientific base in Turkey dates back on 1933 when a specific committee for the protection of monuments (Anıtları Koruma Komisyonu) was officially appointed by the Ministry of Education. The preliminary working phase, carried on under the direction of this committee, was soon distinguished by the clear attempt to visualize the results in order to cast the monuments as national icons. The present paper's aim is to discuss this process of visualization focusing on the case study of a series of works realized in Edime from 1933 to 1944. Apart from the historical value of monuments included in the protection program, the study explores the ideological side of these works stressing their value as a pioneering enterprise of a modem nation that celebrated its emerging culture in the protection and preservation of monuments as a sign of progress and civilization. Edirne's restoration works in fact arouse a great deal of interest in the national press, becoming the best show-case for the effort of the Ministry. By this point of view the study focuses on the key-role played by the Turkish Historical Society in the construction of a visual narrative in the attempt to disseminate the result of these works. In particular the efforts of the Turkish Historical Society in advertising the scheduled interventions found their outlet in the editing of a set of postcards displaying Edirne's historical buildings. The result is a series of powerful images in which a number of buildings are re-casted as the first cultural-historical assets of the Turkish nation. The construction of this visual material was set according to a powerful aesthetic format, clear and instantly recognizable, in order to assure an immediate public reception of the historical heritage of the country. The collection of these images stands as a prime contribution in the construction of the national identity of the country thanks to the production of a collective visual heritage, that, on the ground of an effective popular aesthetics, was able to feature the idea of nation as a landscape of monuments.

scholarly journals The drivers of omni-channel shopping intention: a case study for fashion retailing sector in Danang, Vietnam

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Thi Hieu Hanh Truong
Keyword(s):  
Design Methodology ◽  
Recent Literature ◽  
Theoretical Perspective ◽  
Point Of View ◽  
Content Type ◽  
Customer Perception ◽  
Channel Strategy ◽  
Retail Setting ◽  
Managerial Perspective

PurposeThe purpose of this paper is to look into the mechanism in which customers involve themselves in omni-channel retail setting and use its advantages.Design/methodology/approachVia an empirical analysis through surveying customers, this paper assesses and confirms the drivers of omni-channel shopping intention within the context of fashion retailing sector in Danang.FindingsThe findings highlight the significance of customer perception of research shopping (including showrooming and webrooming) behaviours, compatibility and risk to their intention towards omni-channel shopping, implying profound understanding of designing effective omni-channel retailing strategy.Originality/valueFrom a theoretical perspective, comprehending customer perception of the omni-channel concept has emerged as an important theme in recent literature as well as in practitioners' reports. Hence, the meaningful contribution of this study is the involvement in the attractive steam of study. From a managerial perspective, this study could offer guidance to retailers or managers about developing a successful omni-channel strategy from a customer point of view.

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