The Excellence Grid – a tool to identify attributes that drive service excellence

2017 ◽  
Vol 34 (8) ◽  
pp. 1209-1228 ◽  
Author(s):  
Sheila Roy ◽  
Indrajit Mukherjee
Keyword(s):  
Three Dimensional ◽  
Performance Model ◽  
The Body ◽  
Parameter Estimates ◽  
Good Service ◽  
Kano Model ◽  
Content Type ◽  
Service Excellence ◽  
Body Of Knowledge ◽  
Asymmetric Impact

Purpose The purpose of this paper is to develop a tool, “The Excellence Grid,” to categorize attributes on the basis of their ability to impact customer perception of “excellence” in service compared to perception of “good” service. In addition, provide a three dimensional (3D) model for excellence-performance analysis, which can aid managers in formalizing the strategies for building perceptions of excellence about the service. Design/methodology/approach The positive zone of performance is analyzed through a two-function modeling technique of ordinal logistic regression (OLR) with the non-proportional odds to categorize attributes on grid. Tool is applied to two case studies to validate and establish the asymmetric impact of attributes on perceptions of “good service” and “excellent service.” Findings Similar to the Kano model for impact of attributes on positive and negative performances, findings from cases confirm the asymmetric impact of attributes on the positive zone of performance and establish “Excellence Grid” as a means to categorize attributes as drivers of excellence. Practical implications The “Excellence Grid” tool is expected to empower managers to focus on strategies directed toward the goal of “service excellence” and recommends that managers should not only strive for process improvement, but also sharpen the external communication of service excellence. Originality/value The “Excellence Grid” and the “3D Excellence-Performance model,” proposed in this research, are expected to enrich the body of knowledge on operational tools to achieve service excellence. Using parameter estimates of the two-function model of OLR for service quality has not yet been reported in open literature.

Investigation into effects of cooling rate on properties of polyamide 12 parts in the multi jet fusion process

2020 ◽  
Vol 26 (10) ◽  
pp. 1789-1795
Author(s):  
Mattia Mele ◽  
Giampaolo Campana ◽  
Gregorio Pisaneschi ◽  
Gian Luca Monti
Keyword(s):  
Cooling Rate ◽  
Three Dimensional ◽  
The Body ◽  
Scanning Calorimetry ◽  
Content Type ◽  
Polyamide 12 ◽  
Body Of Knowledge ◽  
Cooling Phase ◽  
The Right ◽  
High Building

Purpose Multi jet fusion is an industrial additive manufacturing technology characterised by high building speed and considerable properties of the parts. The cooling phase represents a crucial step to determine productivity, since it can take up to 4.5 times the building time. The purpose of this paper is to investigate into effects of cooling rate on parts manufactured by multi jet fusion. Crystallinity, density, distortions and mechanical properties of specimens produced through an HP multi jet fusion 4200 are examined. Design/methodology/approach An experimental activity is carried out on specimens cooled down at three different rates. Properties of the parts are analysed by means of differential scanning calorimetry, optical microscopy, three-dimensional scanning and tensile testing. Originality/value The present work makes a contribution to the body of knowledge providing correlations between the cooling phase of multi jet fusion and part properties. These results can be used to choose the right balance between production time and product quality.

scholarly journals Operations management body of knowledge and its relevance to manufacturing and service organizations

2018 ◽  
Vol 25 (4) ◽  
pp. 373-389 ◽  
Author(s):  
Jurandir Peinado ◽  
Alexandre Reis Graeml ◽  
Fernando Vianna
Keyword(s):  
Operations Management ◽  
Lean Manufacturing ◽  
Process Management ◽  
Work Organization ◽  
The Body ◽  
Service Organizations ◽  
Manufacturing Companies ◽  
Content Type ◽  
Service Companies ◽  
Body Of Knowledge

Purpose The purpose of this paper is to assess the differences in importance assigned by manufacturing or service organizations to topics related to operations management and its attendant body of knowledge. Design/methodology/approach The authors did this by cataloguing and analyzing vacancy announcements related to operations management, presented by manufacturing and services companies in major Brazilian human resources websites. Findings The results show that manufacturing companies primarily hire personnel with skills in routine process management, quality management, lean manufacturing, ergonomics and work organization. Service companies generally seek professionals with knowledge and experience in logistics, supply chain management and project management. Research limitations/implications This study presents some limitations that reduce the power of its conclusions. There is some degree of subjectivity in the interpretation of the contents of the analyzed ads. In order to reduce this problem, the authors who did the tabulation of data marked the situations for which there were some doubts about the classification, discussing them with the other author, until they reached a consensus on the best way to classify each one. Originality/value The discussion about the importance assigned by manufacturing and service companies to the topics of operations management is crucial for not only the results obtained, but also to stimulate the debate on topics that comprise or should comprise the body of knowledge of operations management, and the way they are incorporated into business practice. This provides an additional opportunity to reflect on the potential of operations management in supporting business managers now and in the future.

Event innovation induced corporate branding

2017 ◽  
Vol 29 (3) ◽  
pp. 862-882 ◽  
Author(s):  
Fiona X. Yang ◽  
Sherry Xiuchang Tan
Keyword(s):  
Corporate Branding ◽  
Structural Equation ◽  
Corporate Image ◽  
The Body ◽  
Equation Modeling ◽  
Future Research ◽  
Event Management ◽  
Content Type ◽  
Body Of Knowledge ◽  
Corporate Loyalty

Purpose This paper aims to empirically investigate how event innovation may induce desirable corporate branding. Design/methodology/approach A survey yielded 280 complete responses from tourists who had attended an event in Macau. Structural equation modeling was used to test the innovation-corporate loyalty framework through perceived event value and corporate image, with a multi-group comparison to examine differences between first-time and repeat customers. Findings The results indicate that innovation is not only the key to value enhancement of the event but also an efficacious instrument of branding the parent company and building corporate loyalty; only product-related innovation has a significant impact on event value; both functional and emotional values induce a more favorable corporate image; and event-induced corporate branding is more effective in securing repeat business than attracting new clientele. Practical implications The findings help hospitality operators and event planners to leverage innovative events for corporate branding and cater to different customer segments by providing distinct marketing strategies. Originality/value The study contributes to the body of knowledge regarding event management and corporate branding and sheds light on future research to explore the initiative and benefit of pushing forward event innovation.

Heritagisation of pop culture by museums and an analysis of visitor feedback

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
David S. Waller ◽  
Helen J. Waller
Keyword(s):  
Conceptual Framework ◽  
Cultural History ◽  
Pop Culture ◽  
The Body ◽  
Cultural Institutions ◽  
Visitor Experience ◽  
Content Type ◽  
Body Of Knowledge ◽  
Online Comments ◽  
Victoria And Albert Museum

PurposeIn recent years, there has been a “heritagisation” of pop culture, including music, whereby cultural institutions, such as galleries and museums in primarily Western countries, have run exhibitions based on pop culture to successfully market to a new audience of visitors. The purpose of this qualitative study is to explore the issue of the “heritagisation” of pop culture by museums and observe visitor response to a specific music-related exhibition, linking intangible and tangible elements of the exhibition to provide a framework to understand the visitor experience.Design/methodology/approachThe purpose will be achieved by observing the “heritagisation” of pop culture in the literature and past exhibitions, proposing how cultural institutions have linked the intangible and tangible elements of music in pop culture for an exhibition and observe visitors' feedback from online comments posted on Tripadvisor undertaken during the original “David Bowie is” exhibition at the Victoria and Albert Museum (V&A), London.FindingsFrom the Leximancer analysis, a new conceptual framework for visitor experience at an exhibition was developed, which contains three visitor-related categories: pre-exhibition, exhibition space and exhibition experience, with five themes (tickets, exhibition, displayed objects, David Bowie and visitors) and 41 text concepts.Practical implicationsFor cultural institutions the implications are that there can be opportunities to curate exhibitions on pop culture or music-related themes, which can include intangible and tangible elements, such as songs, videos, tickets, costumes, musical instruments and posters. These exhibitions can also explore the changing socio/political/historical/cultural background that contextualises pop cultural history.Originality/valueThis theory-building study advances the body of knowledge as it links music in pop culture and cultural institutions, specifically in this case a highly successful music-related exhibition at a museum, and provides a theoretical model based on tangibility elements. Further, it analyses museum visitor comments by using the qualitative software program, Leximancer, to develop a new conceptual framework for visitor experience.

Perceived effectiveness of e-governance as an underlying mechanism between good governance and public trust: a case of Indonesia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dadang Hartanto ◽  
Juhriyansyah Dalle ◽  
A. Akrim ◽  
Hastin Umi Anisah
Keyword(s):  
Local Governments ◽  
Good Governance ◽  
Underlying Mechanism ◽  
Public Trust ◽  
The Body ◽  
Perceived Effectiveness ◽  
Content Type ◽  
Body Of Knowledge ◽  
Governance Effectiveness ◽  
The Government

Purpose This study aims to investigate the association of perceived accountability, perceived responsiveness and perceived transparency, and public trust in local government. Additionally, mediation of the perceived effectiveness of e-governance was also tested between these relationships. Design/methodology/approach Using a quantitative cross-sectional field survey, primary data was collected at local administration levels from two cities in Indonesia. The final data set of 355 respondents was then analyzed using SmartPls3 and the measurement and structural models were tested. Findings Positive results were obtained for all the hypothesized links (direct and indirect relationships). The study’s findings revealed useful insights for policymakers and researchers regarding the public’s perception of good governance and their expectations from the government, which further lead toward trust in local governments. Practical implications The study concluded that good governance practices develop and enhance the public’s trust in the government, thus provided key policy directions. Originality/value This study contributes to the body of knowledge related to good governance elements and their impact on public trust in the local government via the underlying mechanism of perceived e-governance effectiveness in developing countries in general and particularly the Indonesian context. Moreover, it is a unique study in the good governance domain while considering three good governance elements into a single theoretical framework. Previous studies have explored these elements individually with public trust, so this combined framework advances the body of knowledge. This research’s findings also contributed toward validating good governance theory with e-governance effectiveness and public trust integration in a single comprehensive framework. This research also helped answer the questions arising from past literature about declining public trust trends in local governments.

Rule of law and preventing fraud in Nigeria’s capital market

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Uchechukwu Nwoke ◽  
Ibenaku Harford Onoh
Keyword(s):  
Rule Of Law ◽  
Capital Markets ◽  
Capital Market ◽  
Critical Evaluation ◽  
Subject Area ◽  
The Body ◽  
Content Type ◽  
The Rule Of Law ◽  
Body Of Knowledge ◽  
Fresh Insight

Purpose The purpose of this paper is to critically analyse the correlation between the rule of law and the efficient functioning of capital markets. It attempts to examine the Nigerian capital market and how the rule of law can be used to prevent fraud and promote the proper functioning of the market. Design/methodology/approach The paper adopts the doctrinal approach through a critical evaluation of concepts. Using existing literature in the subject area, it evaluates the inter-connectedness between law and the capital market and how the rule of law is an important instrument in capital market development. Findings The paper finds that there have been numerous infractions of the rule of law by capital market actors, leading to stultification in the growth and development of this sector of the Nigerian economy. Originality/value The paper offers a fresh insight into the correlation between the rule of law and capital markets. By critically assessing the inter-connectivity between the two concepts, it extends the body of knowledge in this area by showing how the operations of the Nigerian capital market could be improved through the proper application of the rule of law.

Mixed embeddedness of Brazilian entrepreneurs in Toronto

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Roberto Pessoa de Queiroz Falcão ◽  
Michel Mott Machado ◽  
Eduardo Picanço Cruz ◽  
Caroline Shenaz Hossein
Keyword(s):  
Service Sector ◽  
The Body ◽  
Structured Interviews ◽  
Immigrant Entrepreneurship ◽  
Content Type ◽  
Brazilian Government ◽  
Body Of Knowledge ◽  
Multi Method Approach ◽  
High Level ◽  
Entrepreneurial Activities

PurposeThe purpose of this article is to investigate how social integration, immigrant networks and barriers to ventureing affect the entrepreneurial activities of Brazilians in Canada, indicating how mixed embeddedness takes place in that context.Design/methodology/approachData were collected in Toronto, through the application of a survey with 74 Brazilian entrepreneur respondents and 42 semi-structured interviews with selected subjects, thus representing a multi-method approach. The analysis included descriptive statistics from the survey data and a qualitative analysis of the trajectories and life stories of Brazilian immigrants.FindingsOur sample comprises respondents with a high level of education and proficiency in English, coming predominantly from the southeast of Brazil, white, aged from 30 to 49. The majority of businesses are small and related to the service sector. The article contributes to the literature by discussing the elements related to mixed embeddedness, including the need for cultural adaptation and for the creation of networks as a crucial element for business venturing.Research limitations/implicationsThe study focuses on entrepreneurs regardless of their businesses sector or formality/informality status. It could be used as an instrument to support Canadian public policies for welcoming Brazilians and for the Brazilian government to prevent the evasion of potential entrepreneurs.Originality/valueThe article contributes to the body of knowledge of immigrant entrepreneurship in Canada and of Brazilian entrepreneurship overseas. The results suggest factors that may be relevant to the expansion of their business, such as social networking, cultural embeddedness and adaptation of the products/services to a wider range of target customers.

Investigating the citation advantage of author-pays charges model in computer science research: a case study of Elsevier and Springer

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tehmina Amjad ◽  
Mehwish Sabir ◽  
Azra Shamim ◽  
Masooma Amjad ◽  
Ali Daud
Keyword(s):  
Open Access ◽  
Computer Science ◽  
Science Research ◽  
Vital Role ◽  
The Body ◽  
Content Type ◽  
Body Of Knowledge ◽  
Computer Science Research ◽  
Science Domain ◽  
Citation Advantage

PurposeCitation is an important measure of quality, and it plays a vital role in evaluating scientific research. However, citation advantage varies from discipline to discipline, subject to subject and topic to topic. This study aims to compare the citation advantage of open access and toll access articles from four subfields of computer science.Design/methodology/approachThis research studies the articles published by two prestigious publishers: Springer and Elsevier in the author-pays charges model from 2011 to 2015. For experimentation, four sub-domains of computer science are selected including (a) artificial intelligence, (b) human–computer interaction, (c) computer vision and graphics, and (d) software engineering. The open-access and toll-based citation advantage is studied and analyzed at the micro level within the computer science domain by performing independent sample t-tests.FindingsThe results of the study highlight that open access articles have a higher citation advantage as compared to toll access articles across years and sub-domains. Further, an increase in open access articles has been observed from 2011 to 2015. The findings of the study show that the citation advantage of open access articles varies among different sub-domains of a subject. The study contributed to the body of knowledge by validating the positive movement toward open access articles in the field of computer science and its sub-domains. Further, this work added the success of the author-pays charges model in terms of citation advantage to the literature of open access.Originality/valueTo the best of the authors’ knowledge, this is the first study to examine the citation advantage of the author-pays charges model at a subject level (computer science) along with four sub-domains of computer science.

Categorising on-site problems

2017 ◽  
Vol 17 (1) ◽  
pp. 90-111 ◽  
Author(s):  
Micael Thunberg ◽  
Martin Rudberg ◽  
Tina Karrbom Gustavsson
Keyword(s):  
Supply Chain ◽  
Project Management ◽  
Construction Project ◽  
Internal Validity ◽  
Internal Communication ◽  
The Body ◽  
Construction Project Management ◽  
Structured Interviews ◽  
Content Type ◽  
Body Of Knowledge

Purpose This study aims to identify and categorise common on-site problems from a supply chain management (SCM) perspective and to trace the origin of these problems in the construction project process, the supply chain or in the intersection between these processes. This allows for identification of how on-site problems affect SCM in construction projects and how they can be mitigated. Design/methodology/approach A literature review in combination with semi-structured interviews was used to identify on-site problems. This enabled triangulation and strengthened both construct validity and internal validity. Findings On-site problems can be categorised in one of the four following categories: material flows, internal communication, external communication or complexity. The first category has its origin in the supply chain, the second in the construction project process, the third in the supply chain-construction process intersection on site and the fourth in the construction project as a whole. The findings conclude that on-site problems often originate from construction companies’ lack of supply chain orientation. Research limitations/implications It is suggested that supply chain planning (SCP) can facilitate on-site problem mitigation in construction project management. This extends the body of knowledge of SCP in construction project management and supports the development of effective on-site construction project management. Practical implications The results show that SCP can aid construction project management in handling on-site problems earlier in the project process. Originality/value The main value lies in extending the body of knowledge in construction project management research by applying an SCM perspective and by introducing SCP to support more effective construction project management.

The bidirectional mistrust

2018 ◽  
Vol 28 (5) ◽  
pp. 1336-1350 ◽  
Author(s):  
Annica Björkman ◽  
Martin Salzmann-Erikson
Keyword(s):  
Demographic Data ◽  
Healthcare Providers ◽  
Online Communication ◽  
The Body ◽  
Care Seeking ◽  
Content Type ◽  
Descriptive Research ◽  
Body Of Knowledge ◽  
Care Seeking Behavior ◽  
Seeking Behavior

Purpose The purpose of this paper is to explore and describe online communication about the experiences and attitudes toward Swedish Healthcare Direct, a national telephone advice nursing (TAN) service. Design/methodology/approach A descriptive research design was adopted using a six-step netnographic method. Three Swedish forums were purposefully selected and data from the virtual discussions were collected. Findings Three themes emerged: expectancy and performativity of the nurses, absurdity in accessibility and the scrutinizing game. The most prominent finding was the scrutinizing game, which included aspects of bidirectional mistrust from both nurses and callers. Another salient finding was the attitudes that callers held toward nurses who used a technique interpreted as “passing the buck.” Research limitations/implications The use of a nethnographic method is novel in this area of research. Consequently, the body of knowledge has regarding telephone advise nursing service has significantly been broadened. A limitation in this study is that demographic data for the posters are not available. Practical implications Bidirectional distrust is an important issue that must be acknowledged by TAN services, since it might damage the service on a fundamental level. Healthcare providers, politicians, and researchers should account for the power and availability of virtual discussions when seeking consumers’ opinions and evaluating the quality of the care provided. Originality/value This analysis of the ongoing discussions that take place on the internet provides insight into callers’ perceptions of a national TAN service. The bidirectional mistrust found from both the nurses and the callers might be a threat to callers’ compliance with the advice given and their care-seeking behavior.

Sign in / Sign up

Export Citation Format

Share Document