scholarly journals Service quality at the London 2012 games – a paralympics athletes survey

2016 ◽  
Vol 33 (2) ◽  
pp. 142-159 ◽  
Author(s):  
David Bamford ◽  
Benjamin Dehe
Keyword(s):  
Service Quality ◽  
Single Case ◽  
The Body ◽  
Evidence Based ◽  
Sporting Events ◽  
Defined Contribution ◽  
Content Type ◽  
London 2012 ◽  
And Performance ◽  
Mega Event

Purpose – The purpose of this paper is to report on aspects of service quality at the London 2012 Paralympic Games, from a rather unusual perspective, the athletes. To date there has been little evidence captured about athlete’s satisfaction at sporting events, and specifically about their perceptions of the service quality provided. Design/methodology/approach – Unique “full” access to the London 2012 Paralympics allowed to the collection of data directly from the athletes. The study reports the questionnaire findings from a sample of 250 respondents. Findings – From this study an operational assessment and performance framework has been generated composed of ten criteria and 73 items or sub-criteria, which can be used as a benchmarking tool to plane, design and compare future sport mega-event. Moreover, the study evidence based the high quality of the 2012 Paralympics Games, as he athletes rated, on a five point Likert scale, 64 items in the “very satisfied” category, a very positive set of feedback for the Games organisers. Research limitations/implications – The methodology applied was appropriate, generating data to facilitate discussion and draw specific conclusions from. A perceived limitation is the single case approach; however, this can be enough to add to the body of knowledge where very little evidence has been captured so far and where the objectives were to explore the Paralympics games service quality and performance. Practical implications – This research provides a tangible evidence base to support future sport event decision makers, planners and designers in this highly complex “arena”. In any system there are always areas for improvement, these are highlighted within the paper for further investigation. Originality/value – This is the first paper to identify and synthesize aspects of sport mega event service quality from the athletes viewpoint and informs how well designed, organised and managed the London 2012 Games were from a primary user perspective. The paper makes a defined contribution by developing evidence based recommendations for this important yet under researched area.

scholarly journals Adaptable design in Olympic construction

2017 ◽  
Vol 35 (4) ◽  
pp. 397-416 ◽  
Author(s):  
Laura Alexandra Brown ◽  
Manuel Cresciani
Keyword(s):  
Case Studies ◽  
Olympic Games ◽  
Positive Impact ◽  
Academic Research ◽  
Sporting Events ◽  
Content Type ◽  
Architectural Practice ◽  
London 2012 ◽  
Mega Event ◽  
The Impact

Purpose The Olympic Games is the largest sporting mega event of its type, with deep cultural and historical roots. The event is short lived compared to the lifespan of the infrastructure required in host cities. The purpose of this paper is to examine models of adaptability in Olympic construction, using case studies in previous Olympic host cities of the Summer Olympic Games (Rome 1960, London 2012), to assess the impact of adaptability on future legacy. Design/methodology/approach A mixed methods approach (archival research, direct observation), was used in two case studies: Rome (Palazzetto dello Sport, Palazzo dello Sport), and London (London Olympic Velodrome, London Aquatics Centre). The case studies examined how adaptability was used in design to secure legacy. Findings In the selected case studies (Rome 1960, London 2012), adaptability has had a positive impact on the post-Games use of venues, all four of which remain in use today. However, there are multiple factors that contribute to post-Games legacy, and further research is necessary. Research limitations/implications Whilst some positive results were observed in this study, more research is necessary across a broader spectrum of sites and venues to make conclusive recommendations for architects designing for Mega Sporting events. Social implications The significance of this study to architectural practice, academia, and society is its potential to benefit future Olympic Games, International Olympic Committee policy, and be extended to other Mega Sporting events. Originality/value The originality of this research lies within its analysis of Olympic infrastructures and sustainability, of which there is a current lack of comparative studies in academic research.

Organisational form and performance in fashion retailing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pericles Ramón Mejía-Vásquez ◽  
Roberto Sánchez-Gómez ◽  
Sheila Serafim da Silva ◽  
Luis Vázquez-Suárez
Keyword(s):  
Service Quality ◽  
Vertical Integration ◽  
Research Question ◽  
Content Type ◽  
Aggregated Data ◽  
Organisational Form ◽  
Level Data ◽  
And Performance ◽  
Key Indicators ◽  
Level Performance

PurposeThis research seeks to discover how the organisational form (franchising vs vertical integration) of 384 fashion stores belonging to a Spanish franchise chain influences unit-level performance measured through three key indicators commonly used in the retail literature: sales per square metre, sales per employee and service quality scores.Design/methodology/approachThe authors have analysed this research question using bivariate and multivariate analyses, with a panel dataset that includes quarterly establishment-level data covering the period from January 2018 to December 2019.FindingsThe aggregated data initially reveal weaker outcomes among franchised establishments. However, after controlling for other variables related to the fashion stores and their local markets, the authors have found that franchised establishments record higher sales both per square metre and per employee than vertically integrated stores. The findings also reveal that franchised establishments record lower service quality scores than their company-owned counterparts.Originality/valueNothing has been published on the differences between franchising and company ownership in terms of establishment-level performance in fashion retailing.

scholarly journals How performance measurement influences stakeholders in not-for-profit organizations

2017 ◽  
Vol 37 (9) ◽  
pp. 1164-1184 ◽  
Author(s):  
Haley Allison Beer ◽  
Pietro Micheli
Keyword(s):  
Performance Measurement ◽  
Single Case ◽  
Institutional Logics ◽  
Performance Goals ◽  
Content Type ◽  
For Profit ◽  
Not For Profit ◽  
And Performance ◽  
The Uk

Purpose The purpose of this paper is to examine the influences of performance measurement (PM) on not-for-profit (NFP) organizations’ stakeholders by studying how PM practices interact with understandings of legitimate performance goals. This study invokes institutional logics theory to explain interactions between PM and stakeholders. Design/methodology/approach An in-depth case study is conducted in a large NFP organization in the UK. Managers, employees, and external partners are interviewed and observed, and performance-related documents analyzed. Findings Both stakeholders and PM practices are found to have dominant institutional logics that portray certain goals as legitimate. PM practices can reinforce, reconcile, or inhibit stakeholders’ understandings and propensity to act toward goals, depending on the extent to which practices share the dominant logic of the stakeholders they interact with. Research limitations/implications A theoretical framework is proposed for how PM practices first interact with stakeholders at a cognitive level and second influence action. This research is based on a single case study, which limits generalizability of findings; however, results may be transferable to other environments where PM is aimed at balancing competing stakeholder objectives and organizational priorities. Practical implications PM affects the experience of stakeholders by interacting with their understanding of legitimate performance goals. PM systems should be designed and implemented on the basis of both their formal ability to represent organizational aims and objectives, and their influence on stakeholders. Originality/value Findings advance PM theory by offering an explanation for how PM influences attention and actions at an individual micro level.

Enhancing patient flow in emergency department (ED) using lean strategies–an integrated voice of customer and voice of process perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ali Alowad ◽  
Premaratne Samaranayake ◽  
Kazi Ahsan ◽  
Hisham Alidrisi ◽  
Azharul Karim
Keyword(s):  
Waiting Time ◽  
Emergency Services ◽  
Single Case ◽  
Patient Flow ◽  
Waiting Times ◽  
Small Sample ◽  
Content Type ◽  
Lean Tools ◽  
And Performance ◽  
Voice Of Customer

PurposeThe purpose of this paper is to systematically investigate the patient flow and waiting time problems in hospital emergency departments (EDs) from an integrated voice of customer (VOC) and voice of process (VOP) perspective and to propose a new lean framework for ED process.Design/methodology/approachA survey was conducted to better understand patients' perceptions of ED services, lean tools such as process mapping and A3 problem-solving sheets were used to identify hidden process wastes and root-cause analysis was performed to determine the reasons of long waiting time in ED.FindingsThe results indicate that long waiting times in ED are major concerns for patients and affect the quality of ED services. It was revealed that limited bed capacity, unavailability of necessary staff, layout of ED, lack of understanding among patients about the nature of emergency services are main causes of delay. Addressing these issues using lean tools, integrated with the VOC and VOP perspectives can lead to improved patient flow, higher patient satisfaction and improvement in ED capacity. A future value stream map is proposed to streamline the ED activities and minimize waiting times.Research limitations/implicationsThe research involves a relatively small sample from a single case study. The proposed approach will enable the ED administrators to avoid the ED overcrowding and streamline the entire ED process.Originality/valueThis research identified ED quality issues from the integration of VOC and VOP perspective and suggested appropriate lean tools to overcome these problems. This process improvement approach will enable the ED administrators to improve productivity and performance of hospitals.

Quality in higher education institutions: insights from the literature

2018 ◽  
Vol 30 (6) ◽  
pp. 732-748 ◽  
Author(s):  
Gyan Prakash
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Value Chain ◽  
Single Case ◽  
Higher Education Institutions ◽  
The Body ◽  
Total Quality ◽  
Teaching Excellence ◽  
Content Type ◽  
Quality In Higher Education

Purpose The purpose of this paper is to understand the meaning and operationalisation of quality in the context of higher education institutions (HEIs). Design/methodology/approach A systematic literature review is performed of 308 articles published in various peer-reviewed journals between 1999 and 2017. Findings The findings reveal that the quality constructs of student learning, engagement, service quality and satisfaction have received the greatest attention, followed by total quality management, quality assurance, benchmarking and accountability. The most popular approach is empirical, and surveys and single case studies are the most popular methods. Europe leads research on quality in HEIs, followed by North America and Asia. Research limitations/implications This paper contributes to the body of knowledge by presenting a comprehensive synthesis of articles addressing quality in HEIs. Practical implications Policymakers and academic administrators can use the findings of this study to conceptualise student satisfaction along the educational value chain. The operationalisation of quality constructs will help policymakers create teaching excellence. Originality/value This paper highlights the importance of quality in HEIs.

Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India

2016 ◽  
Vol 10 (1) ◽  
pp. 48-74 ◽  
Author(s):  
Rama Krishna Naik Jandavath ◽  
Anand Byram
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Indirect Effect ◽  
Health Care Service ◽  
The Body ◽  
Behavioural Intention ◽  
Content Type ◽  
Behavioural Intentions ◽  
Academic Knowledge

Purpose The purpose of this paper is to investigate the effect of health-care service quality (HCSQ) dimensions on patient satisfaction and behavioural intentions in selected corporate hospitals from South India. Design/methodology/approach Based on Parasuraman et al.’s SERVQUAL variables, the study tried to identify the effects of each variable to patient satisfaction and behavioural intentions. Data were collected through systematic random sampling among 500 in-patients of corporate hospitals with minimum four days stay were considered for the in-patients’ sample. Structural equation modelling technique was used to investigate the effect of HCSQ dimensions on patient satisfaction and behavioural intention. Findings The findings suggest that in addition to “patient satisfaction”, the only HCSQ dimension that directly affects behavioural intention is “empathy”. In addition, “empathy” affects “responsiveness”, “assurance” and “tangibles” which, in turn, have only an indirect effect to behavioural intention through “patient satisfaction”. Research limitations/implications This research investigated the HCSQ dimensions effects on patient satisfaction and behavioural intention from the perspective of patients and corporate hospitals run by the private players. This paper contributes to the body of academic knowledge by shedding more light into the role of HCSQ dimensions, and especially “empathy”, in the intentions for corporate hospital patients. Practical implications An understanding of the direct and indirect effect of HCSQ dimensions on patient satisfaction and behavioural intentions is important to corporate hospital marketing managers because it offers them the opportunity to take certain actions for improving patients’ satisfaction and these actions increase their intention to revisit. Originality/value The paper manages to investigate the effects of HCSQ dimensions on patient satisfaction and behavioural intention, especially in the health-care marketing sector.

scholarly journals Experiential sponsorship activation at a sports mega-event: the case of Cisco at London 2012

2017 ◽  
Vol 7 (4) ◽  
pp. 404-425 ◽  
Author(s):  
Leah Gillooly ◽  
Philip Crowther ◽  
Dominic Medway
Keyword(s):  
Design Methodology ◽  
Design Principles ◽  
Content Type ◽  
Secondary Sources ◽  
London 2012 ◽  
The Creation ◽  
Effective Use ◽  
Mega Event ◽  
Practical Implications

Purpose The purpose of this paper is to explore the application of event design principles in the creation and execution of effective experiential sponsorship activations (ESAs) by B2B brands and examine the challenges posed by the sponsorship context to sponsors seeking to create ESAs, with proposed potential solutions. Design/methodology/approach A case study of Cisco’s ESA activities as part of its London 2012 Olympic and Paralympic Games sponsorship activation is developed, drawing on interviews with key Cisco employees and secondary sources of data, both internal and external to Cisco. Findings Blending the event design principles typically associated with B2B events with those more commonly found in corporate hospitality or B2C events enables sponsors to address the cognitive needs of attendees as business representatives, while also satisfying their needs as individuals seeking more sensorial experiences. Effective use of event design principles, creative marketing and promotion, and collaboration with other sponsors allow brands to overcome constraints placed on them by the unpredictable nature of sponsorship, sponsorship rights agreements and the increased clutter in the sponsorship environment. Research limitations/implications Existing knowledge on sponsorship activation is extended, drawing on principles of event design to offer a sponsor-focused perspective on the creation and execution of effective ESAs for B2B brands. Existing thinking around B2B event design is challenged and augmented when considering its application to ESA design. Practical implications Inter-sponsor collaboration and the blending of cognitive and sensorial elements of event design are important for sponsors seeking to create and deliver effective ESAs. Originality/value The paper draws on the event design literature to appraise the execution of ESA by B2B brands within the context of event sponsorship.

Middle leading small-scale school projects

2019 ◽  
Vol 33 (7) ◽  
pp. 1733-1745
Author(s):  
Peter Grootenboer ◽  
Kevin Larkin
Keyword(s):  
School Leadership ◽  
Teaching And Learning ◽  
Educational Development ◽  
Single Case ◽  
Small Scale ◽  
Evidence Based ◽  
Case Study Methodology ◽  
Content Type ◽  
School Based ◽  
Middle Leaders

Purpose The authors argue that middle leaders are the key educators in school-based educational development. Schools often secure small-scale funding to engage in government or systemic initiatives, and these projects require a leadership “close to the classroom” if they are to realise sustainable educational gains. This leadership often comes from the middle leaders – those who practice their leading in and around classrooms. The paper aims to discuss this issue. Design/methodology/approach A single case study methodology is used to investigate two middle leaders, leading a small-scale project. Their leading practices are examined using the “theory of practice architectures”, to identify how these practices were enacted within their educational context. Findings While principals play a crucial role in enacting change, it is the middle leaders who are closer to the classroom than most principals, and whose practices more directly impact teaching and learning as they are best placed to ensure that meagre resources are well used to improve student learning. They do this by ensuring that development is collegial and a response to evidence-based needs. Practical implications First, middle leaders need support in facilitating educational development. Second, their leading practice is crucial for sustainable school-based development. Third, site-based educational development occurs most effectively when it is evidence-based. Finally, this form of educational development requires high-level collegiality. Originality/value This paper is original in two key ways: first, it addresses the under-researched practices of middle leaders; and, second it employs the practice theory to understand school leadership and development.

Relationships among lean, service quality expectation and performance in hospitals

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Assadej Vanichchinchai
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Measurement Instruments ◽  
Quality Performance ◽  
Content Type ◽  
Confirmatory Factor ◽  
Outpatient Departments ◽  
And Performance ◽  
Positive Direct

Purpose The purpose of this study is to investigate the links between lean, service quality expectation (SQE) and service quality performance (SQP) in outpatient departments (OPD). Design/methodology/approach The measurement instruments were developed from a comprehensive literature review, then verified by experts and confirmatory factor analysis. Multiple responses were applied to improve the reliability of data obtained from 220 Thai hospitals. The hypotheses were tested with linear regression and path analysis of structural equation modeling. Findings It was found that lean has significant positive impacts on all SQP dimensions (i.e. tangibility, reliability, responsiveness, assurance and empathy) and on overall SQP. SQE has significant positive direct effects on lean and SQP, and has a significant positive indirect effect on SQP through lean. Originality/value This is one of the first examples of research to present insights into the relationships between lean, SQE and SQP in OPD.

Logistics service quality in an emergent market in Latin America

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marek Michalski ◽  
José Luis Montes-Botella
Keyword(s):  
Service Quality ◽  
Emerging Markets ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Five Dimensions ◽  
Logistics Service ◽  
Challenging Environment ◽  
And Performance ◽  
Logistics Service Quality

PurposeThis paper aims to determine how the level of logistics service quality facilitates logistics performance in emerging markets. The authors chose Ecuador because it is an emerging economy with relatively stable economic development, making it an attractive research platform in a challenging environment for logistics services. The authors empirically test the influence on performance and one another of five dimensions of service quality: reliability, responsiveness, empathy, assurance and tangibility.Design/methodology/approachSERVQUAL and partial least squares structural equation modeling was undertaken to test the proposed relationships empirically.FindingsThe performance was positively related to assurance, tangibility and reliability but negatively related to the responsiveness and empathy dimensions. The findings suggest the order of priority for improvement actions. The findings highlight that the existing relationships in developed markets do not apply in the same manner in emerging markets.Research limitations/implicationsAlthough representative, data were only collected in one specific market.Practical implicationsThe results reveal a mix of activities that managers should develop to improve the services they provide, relationships with customers and performance.Originality/valueFew other works have explored logistics service quality in South America's emerging markets. According to contingency theory, various combinations of service quality dimensions can influence performance, suggesting that managers should aim for optimal fit between dimensions according to internal and external situations. An efficient and effective combination in one case may be unsuccessful in another. The approaches presented can improve relationships within global supply chains, especially regarding logistics management.

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