Connection or competence

2019 ◽  
Vol 31 (1) ◽  
pp. 330-348 ◽  
Author(s):  
Andrew Moreo ◽  
Robert Woods ◽  
Gail Sammons ◽  
Christine Bergman
Keyword(s):  
Service Quality ◽  
Emotional Labor ◽  
Service Provider ◽  
Content Type ◽  
Hiring Process ◽  
Beverage Industry ◽  
Food And Beverage ◽  
The Usa ◽  
Labor Service ◽  
Research Stream

Purpose As a service segment, the food and beverage industry has great potential for intensive interface between the consumer and the service provider and between the service provider and the back of the house staff. Given the significance of the perception of the provision of service to the consumer, it is important to study every aspect of the interaction. With this in mind, the purpose of this study is to examine the relationships between emotional labor, service quality, purpose of consumption, satisfaction and customer loyalty as seen through the perceptions of the consumer. Design/methodology/approach Survey data were collected from 400 respondents using an online market research firm in the USA. This research used three independent variables (emotional labor, service quality and purpose of consumption), each with two levels in a between-subjects 2 × 2 × 2 factorial experimental design. Eight scenarios were used to represent the eight different combinations of variables to test their effects. Findings Two very interesting findings emerged from this study. The first was that consumers’ purpose of consumption, whether dining for leisure or business, had no significant impact on their satisfaction or loyalty, either independently or in conjunction with emotional labor or service quality. The second most interesting finding was that the interaction of service quality and emotional labor did have a significant impact on satisfaction but not loyalty. Practical implications A restaurants’ standards of service should be the same, regardless of the business or leisure demographic being served. Authenticity matters, and therefore, employers should incorporate personality evaluation into the hiring process. Perhaps, focusing more on attitude and less on skill would lead to great customer satisfaction and loyalty. Originality/value This article furthers the relatively young research stream examining the impacts of emotional labor on the consumer.

Estimating competitiveness of Greek food and beverage industry: a comparison between Greek flour milling industry and Greek food and beverage industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Christos Konstantinidis ◽  
Stamatis Aggelopoulos ◽  
Maria Tsiouni ◽  
Evanthia Rizopoulou
Keyword(s):  
Manufacturing Industry ◽  
Sustainable Growth ◽  
Content Type ◽  
Balance Sheets ◽  
Research Perspective ◽  
Flour Milling ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Greek Economy

PurposeThe objective of this study is to estimate the competitiveness for both the Greek food and beverage industry as a whole and the flour and milling industry, justifying the certain economic factors and the way which these factors affect on it.Design/methodology/approachThe Greek food and beverage firms which published their balance sheets for the studying period were studied. According to the existing literature two equations were created and estimated as a simultaneous equations system.FindingsSummarizing the results both for the whole food and beverage industry and the flour milling industry are observed significant similarities on how certain economics factors such as profitability, market share, sustainable growth, age and operating costs affect on competitiveness as measured in this work. This may happen due to the high degree of concentration but also in the special characteristics which present both the Greek food and beverage industry and the flour milling sector.Research limitations/implicationsThe fact that this work referred only in Greek firms can be a limitation of this research, in spite of that it can provide useful and safe conclusions for the Greek food manufacturing industry.Practical implicationsThe provision of proposals for increasing firm competitiveness to managers as well as to policymakers.Social implicationsThe importance of food and beverage industry for the Greek economy as well as that the flour milling industry holds an important position in the Greek food and beverage industry makes the study of the competitiveness for both of them to be important from both an academic and research perspective.Originality/valueThe Greek food and beverage industry is the strength of Greek manufacturing and at the same time an important lever for the development of the entire Greek economy. The high quality products it produces and the organized promotion of its products in international markets are elements that give it an advantage and stimulate its competitiveness. The flour milling industry is one of the sectors in which there is intense competition and whose presence in terms of sales, turnover, employment and gross value is particularly important, so a simultaneous study of these cases is very important.

Virtuous cycles of service quality: an empirical test

2019 ◽  
Vol 39 (2) ◽  
pp. 357-380 ◽  
Author(s):  
Eve Rosenzweig ◽  
Carrie Queenan ◽  
Ken Kelley
Keyword(s):  
Service Quality ◽  
Complex Dynamics ◽  
Empirical Test ◽  
Feedback Loops ◽  
Working Environment ◽  
Data Set ◽  
Content Type ◽  
Customer Perceptions ◽  
Internal Working ◽  
Research Stream

Purpose Research on the service–profit chain (SPC) provides important insights regarding how organizations attain service excellence. However, this research stream does not shed light on the mechanisms by which service organizations sustain such excellence, despite the struggles of many organizations to do so. Thus, the purpose of this paper is to develop the SPC as a more dynamic system characterized by feedback loops, accumulation processes, and time delays based on the service operations, human resources, and marketing literatures. Design/methodology/approach The authors posit the feedback loops operate as virtuous cycles, such that increases in customer perceptions of service quality and in profit margins lead to subsequent increases in the quality of the internal working environment, which ultimately reimpacts performance in a positive way, and so on. The authors test the hypotheses using five years of archival data on 417 full-service US hotels. The unique data set combines longitudinal data from multiple functions, including employee assessments regarding their tools, practices, and abilities to serve customers, customer perceptions of service quality, and objective measures of financial performance. Findings The authors find support for the idea that some organizations provide customers with high-quality service over time by reinvesting in the inputs responsible for generating the initial success, i.e., in various aspects of the internal working environment. Research limitations/implications The analysis of 417 hotels from a single firm may influence the extent to which the findings can be generalized. Originality/value By expanding the boundaries of previous conceptual and empirical models investigating SPCs, the authors offer a deeper understanding of the cross-functional character of modern operational systems and the complex dynamics that these systems generate.

University brand image as competitive advantage: a two-country study

2019 ◽  
Vol 33 (2) ◽  
pp. 234-251
Author(s):  
Swati Panda ◽  
Satyendra C. Pandey ◽  
Andrea Bennett ◽  
Xiaoguang Tian
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Student Satisfaction ◽  
Brand Image ◽  
Mediating Effect ◽  
Three Dimensions ◽  
Content Type ◽  
University Reputation ◽  
The Usa ◽  
University Brand

Purpose Given the competitive landscape in the higher education setting, it is important that universities adopt strategies that create competitive advantage for them. Universities must leverage their resources efficiently to address this goal. Creating a positive brand image is one such strategy. The purpose of this paper is to conceptualize university brand image as its heritage, service quality and trustworthiness and investigate their relationship with student’s satisfaction. It also investigates the role of university reputation as a mediating variable. Design/methodology/approach Data were collected through a mixed method approach. The first stage involved qualitative interviews and focused group discussions with students to understand the factors responsible for student satisfaction with their respective universities. The second stage involved administering a survey questionnaire in two geographies – the USA and India to investigate the hypothesized relationship. The authors use regression analyses to test these relationships. Findings Findings indicate that a distinct brand image plays an important role in students’ level of satisfaction across both the USA and India. Service quality has a greater impact on student satisfaction levels across both contexts (as compared to university heritage and trustworthiness). The authors also find a positive mediating effect of university reputation in the relationship between university brand image and student satisfaction levels. Originality/value The current research contributes to the services marketing literature in the university context. It offers a framework for decision making in universities. It suggests that universities must work toward developing their brand image by focusing on its three dimensions – heritage, trustworthiness and service quality.

Role of social networking platforms as tool for enhancing the service quality and purchase intention of customers in Islamic country

2019 ◽  
Vol 10 (3) ◽  
pp. 811-826 ◽  
Author(s):  
Muhammad Naeem
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Social Networking ◽  
Service Provider ◽  
Purchase Intention ◽  
Discussion Groups ◽  
Internet Service Provider ◽  
Level Of Service ◽  
Internet Service ◽  
Content Type

Purpose Customers are increasingly focused to find reviews, discussions and feedbacks on social media related to particular services in which they are interested. This paper aims to find which social networking platforms are more frequently used to provide reviews related to services, and based on these reviews, how service providing organizations can enhance the level of service quality and purchase intention of customers. Design/methodology/approach The research approach for this study is based on interpretivism assumptions and qualitative research design. The semi-structured and non-directive interviews were conducted to collect data from customers and marketing team of internet service provider and banking organization. These selected organizations have major shares in markets and a large number of customers. The participants were selected based on purposive sampling technique and their contribution in services-related discussion on social networking platforms. Findings Findings of this research highlighted that social networking platforms such as official Facebook page of selected service providing organizations, closed public discussion groups on Facebook, WhatsApp groups of family and friends and YouTube videos comment section are more frequently used to create service reviews and purchase intention of customers. Above all, results also reveal that customers are more frequently used Facebook discussion groups (public or private) for generating services reviews for selected bank and internet service provider. Research limitations/implications The effective and efficient use of these social networking platforms can enhance interactive communication, services reviews, feedbacks, intention to purchase, social influence, social trust and services quality. Furthermore, social media platforms required lower level of advertisement cost and offered huge amount of enquires, discussions, transactions, word of mouth, services stories and interactions of consumers. Originality/value There is rare research available on how and which social networking applications can enhance the level of service quality of services sector organizations especially in the context of Islamic countries. Most of the available literature has been investigated the link of social media and traditional marketing related constructs. This research is exploratory in nature because it investigates under-researched issue regarding the use of social networking applications to enhance the level of service quality and purchase intention of customers.

Comparing US and European perspectives on B2B repair service quality for mission‐critical equipment

2005 ◽  
Vol 22 (3) ◽  
pp. 353-368 ◽  
Author(s):  
Mark Peterson ◽  
Gary Gregory ◽  
James M. Munch
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Repair Service ◽  
Content Type ◽  
The Usa ◽  
Mission Critical ◽  
Model Equivalence ◽  
Practical Implications

PurposeTo evaluate the cross‐regional equivalence of repair service quality for mission‐critical equipment.Design/methodology/approachUsing the five dimensions of SERVPERF as a framework, clinical laboratory directors across Europe and the USA were surveyed about repair service for mission‐critical equipment. Assessment of construct equivalence across the two regions was then performed using item bias analysis. Following this, assessment of model equivalence across the two regions was conducted using both the Chow test of model equivalence and regression in structural equation modeling (SEM).FindingsResults suggest that service quality in this B2B domain is perceived to be remarkably the same in both the USA and Europe.Research limitations/implicationsFuture research could focus on repair services for other types of mission‐critical equipment, and another region of the world, such as Asia. Both of these steps would boost the generalizability of the study's findings.Practical implicationsThe practical implications of the study's results suggest not only the applicability of the SERVPERF framework across these two regions, but also standardization possibilities in repair service for mission‐critical equipment because of the homogeneity evident in these markets regarding service quality.Originality/valueThis study should be valuable reading for those interested in issues related to service quality, as well as international services. The paper provides new insight into the relative importance of service quality dimensions, as the “responsiveness” dimension was found to be more than twice as important as any other dimension – even the “reliability” dimension.

scholarly journals Can business model innovation help SMEs in the food and beverage industry to respond to crises? Findings from a Swiss brewery during COVID-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Enzo Bivona ◽  
Margarita Cruz
Keyword(s):  
Business Model ◽  
Current Knowledge ◽  
Uncertain Environments ◽  
Content Type ◽  
Future Evolution ◽  
Study Approach ◽  
Strategic Resources ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage

PurposeThe purpose of this paper is to show how different business model innovations (BMIs) help small and medium-sized enterprises (SMEs) in the food and beverage industry to navigate turbulent and uncertain environments such as the coronavirus economic crisis (COVID-19).Design/methodology/approachThe paper adopts an in-depth case study approach and uses a dynamic business modeling (DBM) approach to analyze how a pioneer craft brewery in Switzerland implemented innovative actions undertaken during the COVID-19 pandemic.FindingsThe paper offers a novel framework describing three processes helping SMEs to implement innovations in their business model (BM) to respond in an effective way to crises, such as the COVID-19 pandemic. The first process refers to SMEs' ability to leverage readily available resources and allows SMEs to rapidly use their current knowledge to react to the changing environment amid the crisis. The second process points at SMEs' ability to transform existing resources into novel products or solutions. Finally, by mobilizing distant resources from their network, SMEs can obtain new resources and knowledge that facilitate the implementation of major changes in their BM.Originality/valueUnlike previous studies, this research adopts a cause-and-effect perspective to make explicit how SMEs' BM changes affect strategic resources, key drivers and processes, thereby impacting performance. The analysis of the multiple reinforcing and balancing feedback loops resulting from the DBM approach can help SME entrepreneurs learn how and what changes are required in their BM to effectively face turbulent times, such as the COVID-19 crisis. From such an analysis, it emerged that the ability of SMEs to effectively implement innovations amid a crisis depends in large part on their collaborations with business partners and their ability to use and transform internal and external knowledge. In addition, as the future evolution of the COVID-19 crisis is still ongoing and uncertain, this study offers a unique perspective for SMEs in the food and beverage industry as the situation unfolds rather than after the fact.

From emotional labor to customer loyalty in hospitality

2019 ◽  
Vol 31 (9) ◽  
pp. 3742-3760
Author(s):  
Chung-Jen Wang
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Emotional Labor ◽  
Organizational Support ◽  
Self Efficacy ◽  
Perceived Organizational Support ◽  
Abusive Supervision ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type

Purpose The purpose of this study was based on the job demands -resources model (Bakker et al., 2004) and conservation of resources theory (Hobfoll, 1989) by using three levels of variables, namely, company (i.e., perceived organizational support), department (i.e., abusive supervision), and employee (i.e., deep acting, surface acting, and self-efficacy) levels, to investigate its interactions with contextual influences on service quality and its linkage with customer loyalty. Design/methodology/approach A three-level hierarchical linear model was examined in research settings by using a dyadic data set of 1,082 service employees and customers in international tourist hotels. Findings Findings revealed that deep acting relates positively to service quality, surface acting relates negatively to service quality, and service quality relates positively to customer loyalty. For the three-level interactions, the positive relationship between deep acting and service quality was strengthened by perceived organizational support (POS) and self-efficacy but weakened by abusive supervision. By contrast, the negative relationship between surface acting and service quality was mitigated by POS and self-efficacy but exacerbated by abusive supervision. Originality/value Given the importance of emotional labor research in the hospitality industry, the current study contributes to the areas of service quality and customer loyalty and suggests future directions for hospitality research.

scholarly journals Students’ perceptions and behavior toward on-campus foodservice operations

2020 ◽  
Vol 34 (1) ◽  
pp. 13-28 ◽  
Author(s):  
Ruth Annette Smith ◽  
Andrea White-McNeil ◽  
Faizan Ali
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Black College ◽  
Equation Modeling ◽  
Value For Money ◽  
Content Type ◽  
Food And Beverage ◽  
Quality Of Food ◽  
The Impact

Purpose The purpose of this paper is to determine the students’ perceptions of an on-campus foodservice operation at an identified historically black college and university (HBCU) and its effect on their satisfaction and dining frequency. Design/methodology/approach A survey of 685 students was conducted to collect data. Partial least squares based structural equation modeling is used to test the proposed structural model with SmartPLS 3.0. Findings Results confirm that quality of food, ambience, value for money, food and beverage options and service quality have a positively significant impact on students’ overall satisfaction with the on-campus foodservice operation and dining frequency. As such, all the hypotheses are supported. Research limitations/implications These findings indicate that on-campus foodservice operators should focus on quality of food, ambience, value for money, food and beverage options and service quality to achieve student satisfaction. This in turn could positively impact the institution’s reputation, student retention and the marketability of the institution to future students. Originality/value This study would help on-campus foodservice operators to better understand the impact of the various elements of foodservice experience which will lead to students’ overall satisfaction and dining frequency, particularly in a HBCU setting.

Sustainable business model in food and beverage industry – a case of Western and Central and Eastern European countries

2020 ◽  
Vol 122 (5) ◽  
pp. 1573-1592 ◽  
Author(s):  
Zhanna Belyaeva ◽  
Edyta Dorota Rudawska ◽  
Yana Lopatkova
Keyword(s):  
Eastern Europe ◽  
Business Models ◽  
European Countries ◽  
Eastern European ◽  
Content Type ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Western European ◽  
Eastern European Countries

PurposeThe presented study pinpoints transformation of business models of small and medium enterprises (SMEs) in the food and beverage sector depending on their sustainability strategy. This paper makes a novel contribution to understanding various instruments of sustainability implementation in SMEs’ business models operating in the food and beverage industry of well-developed Western European countries versus less-developed Central–Eastern European countries.Design/methodology/approachThe empirical basis is a survey of 770 European SMEs, of which 369 operate in Western European countries (including Great Britain, Germany and Spain) and 401 in Central and Eastern Europe (including Poland, Croatia and Russia). The nonparametric U Mann–Whitney test was used to examine the significance of the differences between the two groups of companies.FindingsThe study empirically confirmed that despite self-declared lack of skills and knowledge in managerial impacts of sustainability, it shapes business models of SME in both country groups in food and drink industry. At the same time, the motivation grounds for business models transformation toward sustainable models vary between mostly economic factors in Eastern Europe and social and cultural factors in Western Europe. The economic factor is formed due to smaller integration into social investments at the SME-level Eastern European countries, while Western European SMEs invest more in a variety of sustainability supporting instruments (R&D, new equipment).Originality/valueThis comparative study is the novel empirical research study on the implementation of sustainability into business models of food and beverage SMEs operating in two groups of Western and Central–Eastern European countries, which has not been previously observed in such a setting.

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