scholarly journals From concierge to Superman: perceptions of the contemporary hotel concierge in Edinburgh

2017 ◽  
Vol 11 (2) ◽  
pp. 243-254
Author(s):  
Mhairi Sumner ◽  
Bernie Quinn
Keyword(s):  
Service Providers ◽  
First Century ◽  
Internet Technology ◽  
Cultural Issues ◽  
Structured Interviews ◽  
Content Type ◽  
Area Of Interest ◽  
Personal Recommendation ◽  
Technological Developments ◽  
Technological World

Purpose The purpose of this study is ascertain if the hotel concierge service will continue to be relevant in a technological world where consumers have increasing access to information about their destination. To trace the origins of the hotel concierge, their route into the profession and establish whether the profession is geographically localised. Their role within the hotel, working philosophy, core values and characteristics were considered in relation to creating and delivering an experiential service encounter. Design/methodology/approach Eleven participants were selected who worked on the concierge desk in four- and five-star hotels in Edinburgh. All were male, aged between 20 and 64 years old; nine were Scottish, six of whom were from Edinburgh, one from Wales and one from England. Six respondents were members of The Golden Keys Society. A qualitative approach was adopted with semi-structured interviews designed around key themes identified in the literature review. Findings No feelings of servility or inferiority were documented in the host/guest relationship. Comparisons were made between the contextual setting and the appearance and manner of the respondents with that of a “performance”. The uniform was deemed to facilitate feelings of empowerment analogous to having superpowers. Technology has been adopted by the concierge department as a tool, but is considered to be ancillary to their personal recommendation and network of business and personal contacts and collaborators. Research limitations/implications Changes in the demographics of people travelling and discounted rates being offered in four- and five-star hotels has resulted in general perceptions of a less elite clientele. This may have implications for the future of concierge services. Practical implications The internet seems to have opened up this profession to enable concierges to effectively operate in a location they are not indigenous to. The personal recommendations that the concierge provides through their own knowledge are used in conjunction with technology, but are not in imminent danger of being replaced by it. It may prove beneficial for the hotel to provide some training for older members of staff to keep up with technological developments. This study could prove useful to service providers who aim to gain competitive advantage by elevating their level of guest service to exceed guest expectations through emulating the personalised service that the concierge can offer. Social implications The socio-cultural issues within this study are important. Internet technology is generally perceived to be the panacea of all contemporary communication ills in the twenty-first century. The authors however propose that the concierge is the last bastion of front-line service personnel who are still approached for their individual, sometimes unique, knowledge that cannot be found online. Originality/value This study contributes to an area of interest that lacks contemporary research due to the natural gatekeeping that occurs within this “closed” environment.

Beyond social capital: a capability approach to understanding Refugee Community Organisations and other providers for “hard to reach” groups

2014 ◽  
Vol 10 (2) ◽  
pp. 61-72 ◽  
Author(s):  
Jennifer Clarke
Keyword(s):  
Capability Approach ◽  
Service Providers ◽  
Structured Interviews ◽  
Content Type ◽  
Refugee Community ◽  
Community Organisations ◽  
Purposive Sample ◽  
The Capability Approach

Purpose – The purpose of this paper is to explore the value of the “capability approach” as an alternative framework for understanding and conceptualising the role of Refugee Community Organisations (RCOs) and other providers for groups conventionally considered “hard to reach”. Design/methodology/approach – A study of the education services of RCOs, drawing primarily on semi-structured interviews with 71 users, is put forward as a case study for how the capability approach can be operationalised. Findings – The capability approach is found to offer various valuable insights, relating to its appreciation of the multi-dimensional nature of human wellbeing, the significance of individual diversity, and the importance of human agency. Research limitations/implications – The case study is based on a relatively small purposive sample, and may have limited external validity. As the research design proved strong for exploring how RCOs develop their users’ capabilities but weak for exploring if and how they may also constrict them, further research in this area is required. Practical implications – A number of valuable attributes of the capability approach are highlighted for broadening the understanding, the role of RCOs and other service providers. Social implications – The paper outlines the potential of the capability approach to contribute to policymaking related to RCOs and other providers, and to debates relating to social exclusion, cohesion and integration. Originality/value – The paper draws attention to the value of the capability approach within the field of migration research.

Market-mediated authenticity in culturally themed culinary space

2018 ◽  
Vol 21 (3) ◽  
pp. 353-374 ◽  
Author(s):  
Nilanjana Sinha ◽  
Himadri Roy Chaudhuri ◽  
Jie G. Fowler ◽  
Sitanath Mazumdar
Keyword(s):  
Service Providers ◽  
Participant Observation ◽  
Cultural Continuity ◽  
Structured Interviews ◽  
Design Data ◽  
Global Marketplace ◽  
Content Type ◽  
Four Dimensions ◽  
Provider Perspectives ◽  
Cultural Boundaries

PurposeThis paper aims to explore authenticity as a multidimensional construct from both consumer and service provider perspectives in the context of culturally themed restaurants in Kolkata, India.Design/methodology/approachUtilizing a phenomenological design, data have been collected through participant observation, photographs and semi-structured interviews in Bengali-themed restaurants over a two-year period.FindingsBy articulating the processes and dimensions that operate behind the narrative of authenticity, the findings display the interaction between market/cultural forces and the perception of authenticity. These reveal that authenticity embraces four major categories, namely, traditional, staged-form, postmodern and constructivist.Research limitations/implicationsThis study provides insights into the collective role of both consumers and service providers in mediating perceptions of authenticity. Theoretically, this study contributes to the literature by articulating four dimensions of authenticity.Practical implicationsPractically, this study assists marketers with insights into the balance of authenticity and the commoditization of culture.Originality/valueAs globalization weakens cultural boundaries and jeopardizes regional identities, there is a need for reassuring cultural continuity that upholds ethnic legacy for local consumers. Thus, this study provides theoretical and practical insights for both researchers and practitioners concerned about maintaining authenticity in a global marketplace.

Impact of a dementia-specific program of equine-assisted activities: providers’ perspectives

2019 ◽  
Vol 20 (2) ◽  
pp. 37-47
Author(s):  
Beth Fields ◽  
Wendy Wood ◽  
Rebecca Lassell
Keyword(s):  
Service Providers ◽  
Institutional Care ◽  
Complex Interventions ◽  
Well Being ◽  
Scientific Development ◽  
Structured Interviews ◽  
Content Type ◽  
People With Dementia ◽  
Person With Dementia ◽  
Equine Assisted

Purpose Establishing acceptability of complex interventions to stakeholders is vital in early scientific development. The purpose of this paper is to ascertain the acceptability of a program of equine-assisted activities (EAAP) for people with dementia by elucidating programmatic practices needed to enhance their safety and quality of life (QoL) from the perspectives of service providers. Design/methodology/approach Semi-structured interviews with five providers were analyzed using a basic qualitative approach. Findings Providers perceived the EAAP as acceptable and revealed potential mechanisms of change supporting well-being, including aspects related to the physical and social environment and person with dementia. Linkages identified among the EAAP and its physical and social context support its complexity. Providers explicated program practices that promoted safety and QoL, such as implementing staff trainings and tailoring activities to each person’s preferences and needs. These practices aligned with best dementia care approaches, underscoring that the EAAP is a promising complex intervention that merits further scientific development. Originality/value This work is novel and adds to the literature by illuminating the role of a community-based, animal-assisted program for enhancing the QoL of older adults with dementia residing in institutional care facilities.

Performance-based contracting for advanced logistics services

2015 ◽  
Vol 45 (6) ◽  
pp. 592-617 ◽  
Author(s):  
Kostas Selviaridis ◽  
Andreas Norrman
Keyword(s):  
Performance Management ◽  
Performance Monitoring ◽  
Service Providers ◽  
Customer Relationship ◽  
Contract Management ◽  
Perceived Fairness ◽  
Structured Interviews ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Services

Purpose – The purpose of this paper is to explore key challenges of adopting, designing and managing performance-based contracts (PBC) for advanced logistics services, as seen by providers. The shift toward performance-based solutions has proved challenging since providers often struggle to link performance to their payment. Despite such managerial challenges, empirical research in this area has been limited. Design/methodology/approach – A multi-case design was adopted. Three cases of logistics service providers were selected based on purposive sampling. Data were collected through 38 semi-structured interviews and review of 43 documents such as contracts and customer target letters. Findings – Key PBC adoption challenges include customer and provider intention to align their goals and incentives as well as their views on risk and reward sharing. Contract design challenges center around performance metric definition and weighting, designing performance monitoring systems that consider service co-production effects and help improve customer relationship and designing incentives with appropriate intensity levels. Contract management challenges include fostering provider pro-activity, provider changes in terms of processes and resource investments, perceived fairness of designed incentives and contract re-design to allow for win-win relationship outcomes. Research limitations/implications – The study empirically contributes to extant logistics service provider literature by identifying specific challenges that extend also beyond PBC adoption and design and cover contract management (and potential contract re-design). It also unpacks the notion of performance attributability by analyzing its role also in terms of contract and performance management as well as its potential effects on customer relationship management. Practical implications – The study presents implications for logistics provider managers regarding how the observed PBC challenges can be overcome. Originality/value – The study unearths several challenges of PBC for advanced logistics services, particularly in connection to contract management and re-design.

Modelling online user behavior for medical knowledge learning

2018 ◽  
Vol 118 (4) ◽  
pp. 889-911 ◽  
Author(s):  
Daifeng Li ◽  
Andrew Madden ◽  
Chaochun Liu ◽  
Ying Ding ◽  
Liwei Qian ◽  
...  
Keyword(s):  
Transfer Learning ◽  
Domain Knowledge ◽  
Service Providers ◽  
Healthcare Services ◽  
Internet Technology ◽  
Factor Graph ◽  
Medical Services ◽  
Accurate Analysis ◽  
Content Type ◽  
Medical Domain

Purpose Internet technology allows millions of people to find high quality medical resources online, with the result that personal healthcare and medical services have become one of the fastest growing markets in China. Data relating to healthcare search behavior may provide insights that could lead to better provision of healthcare services. However, discrepancies often arise between terminologies derived from professional medical domain knowledge and the more colloquial terms that users adopt when searching for information about ailments. This can make it difficult to match healthcare queries with doctors’ keywords in online medical searches. The paper aims to discuss these issues. Design/methodology/approach To help address this problem, the authors propose a transfer learning using latent factor graph (TLLFG), which can learn the descriptions of ailments used in internet searches and match them to the most appropriate formal medical keywords. Findings Experiments show that the TLLFG outperforms competing algorithms in incorporating both medical domain knowledge and patient-doctor Q&A data from online services into a unified latent layer capable of bridging the gap between lay enquiries and professionally expressed information sources, and make more accurate analysis of online users’ symptom descriptions. The authors conclude with a brief discussion of some of the ways in which the model may support online applications and connect offline medical services. Practical implications The authors used an online medical searching application to verify the proposed model. The model can bridge users’ long-tailed description with doctors’ formal medical keywords. Online experiments show that TLLFG can significantly improve the searching experience of both users and medical service providers compared with traditional machine learning methods. The research provides a helpful example of the use of domain knowledge to optimize searching or recommendation experiences. Originality/value The authors use transfer learning to map online users’ long-tail queries onto medical domain knowledge, significantly improving the relevance of queries and keywords in a search system reliant on sponsored links.

Exploring food and healthy eating with newcomers in Winnipeg’s North End

2017 ◽  
Vol 13 (1) ◽  
pp. 1-14 ◽  
Author(s):  
Amy Henderson ◽  
Stefan Epp-Koop ◽  
Joyce Slater
Keyword(s):  
Food Security ◽  
Social Inclusion ◽  
Household Food Security ◽  
Structured Interviews ◽  
Content Type ◽  
The North ◽  
Area Of Interest ◽  
Food Security Status ◽  
Challenges And Opportunities ◽  
North End

Purpose The purpose of this paper is to explore the challenges and opportunities associated with attempting to maintain a healthy traditional diet for newcomers living in the North End neighbourhood of Winnipeg, Canada. Design/methodology/approach In this mixed-methods photovoice study the researcher used food photographs taken by participants to facilitate in-depth, semi-structured interviews with newcomers living in the area of interest. Community workers involved in food and newcomer programming were also interviewed. Qualitative data from the interviews were analysed using thematic analysis. Food security status of newcomer participants was also determined using The Household Food Security Survey Module. Findings Newcomer participants reported many struggles, including low incomes, gardening challenges and little access to culturally acceptable foods. Community worker interviews, field notes and an environmental scan of community resources also revealed a lack of social inclusion/support and few food and nutrition resources for newcomers. Originality/value Newcomers to Canada experience high rates of food insecurity and diminishing health status associated with length of time in Canada. This study demonstrates an imminent need for additional resources and programmes in this inner city community in order to decrease food security rates and help newcomers in Winnipeg to eat healthy traditional diets and avoid a decline in health.

“Is this restaurant halal?” Surrogate indicators and Muslim behaviour

2019 ◽  
Vol 11 (5) ◽  
pp. 1105-1123
Author(s):  
Ghazala Khan ◽  
Faiza Khan
Keyword(s):  
Service Providers ◽  
Small Sample ◽  
Muslim Country ◽  
Structured Interviews ◽  
Content Type ◽  
Service Personnel ◽  
Customer Base ◽  
Additional Information ◽  
Muslim Countries ◽  
The Uk

Purpose The purpose of this study is to investigate what cues or surrogate indicators Muslims use to determine whether restaurants are suitable for dining purposes in the absence of the halal logo and to examine if the cues used are different among Muslims from non-Muslim countries as opposed to Muslims from Muslim countries. Design/methodology/approach Data were collected via semi-structured interviews in one Muslim majority (Malaysia) and one non-Muslim country (the UK). A total of 16 adults participated in the study with an equal representation from both countries. Findings In the absence of the halal logo, participants relied on extrinsic cues such as the presence of other Muslim-looking customers and service personnel to determine whether a restaurant was deemed safe for dining in. The location of a restaurant was a strong indicator for Muslims in both Muslim and non-Muslim countries. In the absence of the halal logo, participants read the menus carefully, queried the service personnel for additional information and selected safer options, such as vegetarian and seafood. Research limitations/implications The study used a small sample, and therefore, the findings are tentative. Practical implications Given the growth of Muslim population in many non-Muslim countries, it is important for restaurants in non-Muslim countries not to marginalize this customer base. Trust is a key issue and service providers without the halal logo should gain the trust of Muslim customers by training service personnel and equipping them with knowledge of what halal means, developing menus with vegetarian and seafood options, providing detailed information on ingredients and communicating this on their websites and social media sites. They could also consider working with Muslim food and travel bloggers to promote themselves to a Muslim audience. They can develop a more Muslim sympathetic marketing approach and consider using separate cooking and serving utensils to gain trust and patronage of Muslim customers as well as to appeal to a larger market (vegans/vegetarians). Originality/value The present study is one of the first studies that concentrates on gaining an insight into how Muslims make decision pertaining to the selection and dining at a restaurant in the absence of the halal logo. A major contribution of the study is the identification of cues that assist Muslims when evaluating and selecting alternative food options in the absence of a halal logo.

Contracts and commissioning: what’s happening to social care services for black and minority ethnic older people

2015 ◽  
Vol 19 (2) ◽  
pp. 85-93 ◽  
Author(s):  
Valerie Lipman
Keyword(s):  
Older People ◽  
Social Care ◽  
Service Providers ◽  
Research Literature ◽  
Structured Interviews ◽  
Voluntary Service ◽  
Content Type ◽  
Care Services ◽  
Care And Support ◽  
Minority Ethnic

Purpose – The purpose of this paper is to explore current provision of targeted social care services for the growing populations of Black and Minority Ethnic (BAME) older people in England and Wales. Design/methodology/approach – This was a mixed study. Following a review of the policy and research literature, 12 semi-structured interviews were undertaken in 2013/2014. Most participants were recruited from BAME policy and service provider organisations and organisations focusing on older people. Findings – There is some evidence that BAME voluntary organisations are experiencing disproportionately greater funding cuts than mainstream voluntary service providers: moreover some mainstream providers reported reducing services targeted at BAME older people, while others expressed the view that choices for BAME older people are likely to become more limited following recent health and equalities policy changes. Practical implications – Practitioners should contribute to data collection about protected characteristics, such as race/ethnicity to establish if BAME older people’s needs are being assessed equitably, whether access to care and support is easy; and how market-shaping at local levels can ensure a range of providers. Originality/value – This study provides an overview of voluntary sector provision for the growing numbers of BAME older people in need of care and support that should be useful to practitioners and service commissioners.

A critical reflection on sustainability within the UK industrial sectors

2012 ◽  
Vol 12 (3) ◽  
pp. 317-334 ◽  
Author(s):  
Suresh Renukappa ◽  
Charles Egbu ◽  
Akintola Akintoye ◽  
Jack Goulding
Keyword(s):  
First Century ◽  
Structured Interviews ◽  
Bottom Line ◽  
Content Type ◽  
For Profit ◽  
Industrial Sectors ◽  
Not For Profit ◽  
The Uk ◽  
Corporate Social ◽  
Industry Sectors

PurposeIn the early part of the twenty‐first century, the term sustainability has become a buzzword. Although featuring strongly in the popular media, trade, professional and academic journals, the very concept of sustainability is elusive for businesses. There is, however, a little empirical research on the perceptions of the UK industrial sectors on the concept of sustainability – which is the core raison d'être of this paper. The purpose of this paper is to capture the general perceptions of the UK industrial sectors on the concept of sustainability.Design/methodology/approachThe aim of this paper is to capture the general perceptions of the UK industrial sectors on the concept of sustainability using a qualitative approach. Four industry sectors: energy and utility, transportation, construction and not‐for‐profit organisations (NPOs) were considered based on the environmental, social and economic impact on the UK society. Semi‐structured interviews were used to collect industry perception which was then analysed using content analysis for inference and conclusion.FindingsThe data analysis revealed that the perceptions of the UK industrial sectors on the concept of sustainability vary significantly across the four industry sectors. Four core categories were identified: environmental, economic, corporate social responsibility and triple bottom line dimension.Practical implicationsThe paper concludes that the concept of sustainability is multifaceted and diverse. Although the importance of sustainability is broadly acknowledged across the four industry sectors, there is a significant lack of a common and operationalised understanding on the concept of sustainability. Therefore, it is recommended that there is an urgent need to develop and deploy an industry‐wide awareness‐raising programme on the concept of sustainability.Originality/valueThe paper provides a richer insight into the understanding and awareness of the meaning of sustainability at a conceptual level.

scholarly journals The legitimacy of offender management programmes in a post-TR landscape

2018 ◽  
Vol 17 (2) ◽  
pp. 69-80 ◽  
Author(s):  
Michael Rowe ◽  
Adele Irving ◽  
Sarah Soppitt
Keyword(s):  
Service Provision ◽  
Service User ◽  
Design Methodology ◽  
Service Providers ◽  
Service Users ◽  
Structured Interviews ◽  
Content Type ◽  
User Perceptions ◽  
Key Dimensions

Purpose The purpose of this paper is to explore the under-considered perspectives of service users engaged in various community sentences based on a “strengths-based” approach to desistance. Further to recent changes in the sector, the paper considers service user views for programmes delivered by combinations of agencies from private, public and third sectors. Design/methodology/approach The paper is based on analysis of 64 semi-structured interviews with users of four programmes, accompanied with informal fieldwork observations by the researchers as they carried out the research at the premises of service providers. Findings The research finds that service user perceptions of the legitimacy of programmes are closely related to their understanding of three key dimensions: first, the “authenticity” of those delivering the service; second, the instrumental (in broad terms) gains they expect from engagement; and third, their understanding of the identity and ethos of the programme. Originality/value The paper adds important understanding based on service user perceptions in a period when service provision is being diversified. Further directions for other research are identified and it is recognised that a limitation of the current study is that it incorporates a sample drawn from one area.

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