Service productivity as mutual learning

2015 ◽  
Vol 7 (2/3) ◽  
pp. 296-311 ◽  
Author(s):  
Christian Grönroos ◽  
Katri Ojasalo
Keyword(s):  
Open Systems ◽  
Cost Savings ◽  
Service Organizations ◽  
Content Type ◽  
Mutual Learning ◽  
Context Learning ◽  
Starting Point ◽  
Service Production ◽  
Service Productivity ◽  
Internal Efficiency

Purpose – The purpose of this paper is to analyse the mutual learning implications for service productivity of the characteristics of service and service production. Design/methodology/approach – This is a conceptual paper. The starting point is, first of all, that productivity as a management concept should help a firm to manage its economic profit, and secondly, that service organizations are open systems, where the customers participate as co-producers and are exposed to the firm’s production resources and processes. Unlike in manufacturing, to understand productivity in service organizations as a means of managing profit, cost effects and revenue effects of changes in the productions system cannot be separated. Due to the interaction between customers and the firm’s resources during service production, dialogical collaboration between them develops. This enables mutual learning. Findings – Given the social dynamics in service production processes, four learning processes that influence service productivity are identified. Two processes enhance the organizations’s internal efficiency (cost savings), and two enhance its external effectiveness (perceived quality, revenue generation); two are organization-driven, two are customer-driven. Research limitations/implications – The mutual learning model demonstrates how the service provider by learning from the dynamics of service encounters in many ways can manage the productivity of the organizations’s processes. It shows that learning enables improvement of service productivity through effects enhancing both internal efficiency and external effectiveness. Originality/value – In a productivity context, learning has not earlier been studied as a mutual learning phenomenon.

scholarly journals A systematic review on organizational empowerment

2019 ◽  
Vol 27 (5) ◽  
pp. 1336-1361
Author(s):  
Linda Rothman ◽  
Frans De Vijlder ◽  
René Schalk ◽  
Martine Van Regenmortel
Keyword(s):  
Systematic Review ◽  
Web Of Science ◽  
Service Organizations ◽  
Future Research ◽  
Content Type ◽  
Starting Point ◽  
Broad Concept ◽  
Organizational Empowerment ◽  
Further Development ◽  
Practical Implications

Purpose This paper aims to present a systematic review on organizational empowerment (OE) using Peterson and Zimmerman´s model (2004) as a starting point. The aim is to further conceptualize OE, discover how the components in the model influence each other and identify recommendations for future research. Design/methodology/approach All articles that cited the OE model, published in 2004 by Peterson and Zimmerman, have been systematically reviewed. In total, 37 studies of 410, found in Google Scholar and Web of Science, are included in the review. Findings The review revealed that intra-, inter- and extra-organizational empowerment affect each other and that evidence for the processes and outcomes on intra-organizational empowerment have increased, but there is limited additional evidence for the other two components. Research limitations/implications Literature was searched in two databases, focusing on the OE model. A search using other databases on OE as a broad concept might provide additional sources. Practical implications Findings are relevant for professionals, leaders in human service organizations, educators and researchers. Practice can be improved by applying the knowledge; educators can use the results in their program and researchers may use the findings for the further development of OE. Originality/value Since the OE model was presented in 2004, no systematic review has been performed. Therefore, this review contributes to the further conceptualization of OE.

Service production process: implications for service productivity

2014 ◽  
Vol 63 (8) ◽  
pp. 1012-1030 ◽  
Author(s):  
Andrews Agya Yalley ◽  
Harjit Singh Sekhon
Keyword(s):  
Production Process ◽  
Design Methodology ◽  
Transformation Process ◽  
Content Type ◽  
Service Production ◽  
Process And Outcome ◽  
Service Productivity ◽  
Multidisciplinary Perspective ◽  
The Impact ◽  
Practical Implications

Purpose – The purpose of this paper is to differentiate the production process within services from the dominant manufacturing-based production process, with the objective of delineating the production process in services and highlighting its implication for service productivity. Design/methodology/approach – This study critically reviewed the extant literature on the production processes in manufacturing and services from a multidisciplinary perspective and proposed a framework for the service production process and its relationship with service productivity. Findings – The production process for services differs from the dominant manufacturing-based production process and entails an input, transformation process and outcome dimensions. Therefore, any advancement in services, particularly the conceptualisation and measurement of service productivity, is dependent on the application of a service-specific production process. Research limitations/implications – The understanding and delineation of the production process in services would further scholarly understanding of what is means to be productive in services and the impact on the validity of the conceptualisation and measurement of service productivity and other service-related concepts. Practical implications – The proposed service-based production process can further managerial understanding of the measurement and management of productivity in services. Originality/value – This paper delineates the production process in services and highlighted its implication for service productivity. This study, therefore, is a step forward in developing service-specific concepts and measures, particularly service productivity.

Towards increased relevance: context-adapted models of the learning organization

2015 ◽  
Vol 22 (3) ◽  
pp. 163-181 ◽  
Author(s):  
Anders Örtenblad
Keyword(s):  
Learning Organization ◽  
Organizational Context ◽  
Original Learning ◽  
Service Organizations ◽  
Content Type ◽  
Organizational Contexts ◽  
Multiple Context ◽  
Starting Point ◽  
Knowledge Intensive ◽  
Practical Implications

Purpose – The purposes of this paper are to take a closer look at the relevance of the idea of the learning organization for organizations in different generalized organizational contexts; to open up for the existence of multiple, context-adapted models of the learning organization; and to suggest a number of such models. Design/methodology/approach – The suggested context-adapted models are deduced from works arguing that not all aspects of the idea of the learning organization should be adopted by organizations in some certain generalized organizational contexts. Findings – The idea of the learning organization needs to be reformulated, to some extent, to become fully relevant for public organizations, safety organizations, human service organizations and knowledge-intensive organizations. Research limitations/implications – To achieve a more inclusive contingency model than presented in this article, there is a need for further research examining the (full) relevance of the original learning organizational model for organizations in various certain generalized organizational contexts. Practical implications – Organizational actors could use one of the suggested context-adapted models fitting their particular organizational context as a starting point when considering adopting the learning organization. Social implications – Several adaptations suggested originate in social concerns. Originality/value – In contrast to most previous works on the learning organization, this paper adds to the existing literature by proposing several context-adapted models of the learning organization.

The company-customer transfer of logistics activities

2017 ◽  
Vol 37 (3) ◽  
pp. 321-342 ◽  
Author(s):  
Aurélien Rouquet ◽  
Kiane Goudarzi ◽  
Tatiana Henriquez
Keyword(s):  
Supply Chain ◽  
Design Methodology ◽  
Service Management ◽  
Customer Participation ◽  
Theoretical Understanding ◽  
Content Type ◽  
Starting Point ◽  
Service Production ◽  
Management Literature ◽  
Practical Implications

Purpose The starting point of the paper is the fact that customers participate in the logistics activities of the supply chain (SC) (Johnston, 1989; Granzin and Bahn, 1989). Having established that customers can and do participate in logistics, firms can consider transferring some of their logistics activities to/from their customer. The transfer can take two contrasting forms: outsourcing by the company of some logistics activities to its customers or insourcing by the company of some logistics activities from its customers. The purpose of this paper is to contribute to a theoretical understanding of these company/customer transfers. Design/methodology/approach To address this emerging issue, the authors build on the service management literature and on the study of two contrasting cases of transfer. The first (IKEA) examines the outsourcing of some logistics activities to the consumer. The second (AuchanDrive) examines the reverse process of insourcing. Findings Based on the service management literature and the two case studies, the authors develop a theoretical model for the transfer of logistics activities between a firm and its customers. The findings confirm several elements, such as the importance of managing customer participation and adapting service production during a transfer. Most importantly, the findings show that a key issue for a firm during a transfer is the need to redesign its SC in terms of transport, warehousing and production. The main contribution of the research therefore is showing that customer participation in logistics is a key variable in SC design. Research limitations/implications This research is based on the analysis of two cases. To generalise these results, further research needs to be conducted. Practical implications This research proposes recommendations to help managers and organisations to transfer some logistics activities to or from their customers. Originality/value The originality of the framework is that it considers both the company and its customers. This comprehensive approach establishes a link between supply chain management research and marketing.

Experience and expression of social isolation by inner-city high-rise residents

2014 ◽  
Vol 17 (3) ◽  
pp. 151-166 ◽  
Author(s):  
Love M. Chile ◽  
Xavier M. Black ◽  
Carol Neill
Keyword(s):  
Older Adults ◽  
Inner City ◽  
Social Isolation ◽  
Age Groups ◽  
Evidence Base ◽  
Structured Interviews ◽  
Content Type ◽  
High Rise ◽  
Starting Point ◽  
Health And Social Care

Purpose – The purpose of this paper is to examine the significance of social isolation and the factors that create social isolation for residents of inner-city high-rise apartment communities. We critically examine how the physical environment and perceptions of safety in apartment buildings and the inner-city implicate the quality of interactions between residents and with their neighbourhood community. Design/methodology/approach – The authors used mixed-methods consisting of survey questionnaires supplemented by semi-structured interviews and focus group discussions using stratified random sampling to access predetermined key strata of inner-city high-rise resident population. Using coefficient of correlation we examine the significance of the association between social isolation, age and ethnicity amongst Auckland's inner-city high-rise residents. Findings – The authors found the experience and expression of social isolation consistent across all age groups, with highest correlation between functional social isolation and “being student”, and older adults (60+ years), length of tenure in current apartment and length of time residents have lived in the inner-city. Research limitations/implications – As a case study, we did not seek in this research to compare the experience and expressions of social isolation in different inner-city contexts, nor of inner-city high-rise residents in New Zealand and other countries, although these will be useful areas to explore in future studies. Practical implications – This study is a useful starting point to build evidence base for professionals working in health and social care services to develop interventions that will help reduce functional social isolation amongst young adults and older adults in inner-city high-rise apartments. This is particularly important as the inner-city population of older adults grow due to international migration, and sub-national shifts from suburbs to the inner-cities in response to governmental policies of urban consolidation. Originality/value – By identifying two forms of social isolation, namely functional and structural social isolation, we have extended previous analysis of social isolation and found that “living alone” or structural social isolation did not necessarily lead to functional social isolation. It also touched on the links between functional social isolation and self-efficacy of older adults, particularly those from immigrant backgrounds.

Role of social networking services for scientists in promoting scientific output on example of Polish representatives of social communication and media sciences

2020 ◽  
Vol 69 (8/9) ◽  
pp. 717-736
Author(s):  
Małgorzata Kowalska-Chrzanowska ◽  
Przemysław Krysiński
Keyword(s):  
Social Networking ◽  
Social Communication ◽  
Scientific Communication ◽  
Scientific Output ◽  
Scientific Publications ◽  
Social Networking Services ◽  
Content Type ◽  
Starting Point ◽  
The Media ◽  
Usage Level

Purpose This paper aims to answer the question of how the Polish representatives of social communication and media sciences communicate the most recent scientific findings in the media space, i.e. what types of publications are shared, what activities do they exemplify (sharing information about their own publications, leading discussions, formulating opinions), what is the form of the scientific communication created by them (publication of reference lists' descriptions, full papers, preprints and post prints) and what is the audience reception (number of downloads, displays, comments). Design/methodology/approach The authors present the results of analysis conducted on the presence of the most recent (2017–2019) publications by the Polish representatives of the widely understood social communication and media sciences in three selected social networking services for scientists: ResearchGate, Google Scholar and Academia.edu. The analyses covered 100 selected representatives of the scientific environment (selected in interval sampling), assigned, according to the OECD classification “Field of Science”, in the “Ludzie nauki” (Men of Science) database to the “media and communication” discipline. Findings The conducted analyses prove a low usage level of the potential of three analysed services for scientists by the Polish representatives of social communication and media sciences. Although 60% of them feature profiles in at least one of the services, the rest are not present there at all. From the total of 113 identified scientists' profiles, as little as 65 feature publications from 2017 to 2019. Small number of alternative metrics established in them, implies, in turn, that if these metrics were to play an important role in evaluation of the value and influence of scientific publications, then this evaluation for the researched Polish representatives of social communication and media sciences would be unfavourable. Originality/value The small presence of the Polish representatives of the communication and media sciences in three analysed services shows that these services may be – for the time being – only support the processes of managing own scientific output. Maybe this quite a pessimistic image of scientists' activities in the analysed services is conditioned by a simple lack of the need to be present in electronic channels of scientific communication or the lack of trust to the analysed services, which, in turn, should be linked to their shortcomings and flaws. However, unequivocal confirmation of these hypotheses might be brought by explorations covering a larger group of scientists, and complemented with survey studies. Thus, this research may constitute merely a starting point for further explorations, including elaboration of good practices with respect to usage of social media by scientists.

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.

scholarly journals Metabolic Engineering of Corynebacterium glutamicum for Methanol Metabolism

2015 ◽  
Vol 81 (6) ◽  
pp. 2215-2225 ◽  
Author(s):  
Sabrina Witthoff ◽  
Katja Schmitz ◽  
Sebastian Niedenführ ◽  
Katharina Nöh ◽  
Stephan Noack ◽  
...  
Keyword(s):  
Corynebacterium Glutamicum ◽  
Biotechnological Production ◽  
Methanol Metabolism ◽  
Initial Oxidation ◽  
Content Type ◽  
Oxidation Of Methanol ◽  
Bacillus Methanolicus ◽  
Production Processes ◽  
Starting Point ◽  
Limited Application

ABSTRACTMethanol is already an important carbon feedstock in the chemical industry, but it has found only limited application in biotechnological production processes. This can be mostly attributed to the inability of most microbial platform organisms to utilize methanol as a carbon and energy source. With the aim to turn methanol into a suitable feedstock for microbial production processes, we engineered the industrially important but nonmethylotrophic bacteriumCorynebacterium glutamicumtoward the utilization of methanol as an auxiliary carbon source in a sugar-based medium. Initial oxidation of methanol to formaldehyde was achieved by heterologous expression of a methanol dehydrogenase fromBacillus methanolicus, whereas assimilation of formaldehyde was realized by implementing the two key enzymes of the ribulose monophosphate pathway ofBacillus subtilis: 3-hexulose-6-phosphate synthase and 6-phospho-3-hexuloisomerase. The recombinantC. glutamicumstrain showed an average methanol consumption rate of 1.7 ± 0.3 mM/h (mean ± standard deviation) in a glucose-methanol medium, and the culture grew to a higher cell density than in medium without methanol. In addition, [13C]methanol-labeling experiments revealed labeling fractions of 3 to 10% in the m + 1 mass isotopomers of various intracellular metabolites. In the background of aC. glutamicumΔaldΔadhEmutant being strongly impaired in its ability to oxidize formaldehyde to CO2, the m + 1 labeling of these intermediates was increased (8 to 25%), pointing toward higher formaldehyde assimilation capabilities of this strain. The engineeredC. glutamicumstrains represent a promising starting point for the development of sugar-based biotechnological production processes using methanol as an auxiliary substrate.

The “Halalification” of tourism

2017 ◽  
Vol 8 (4) ◽  
pp. 558-577 ◽  
Author(s):  
Faiza Khan ◽  
Michelle Callanan
Keyword(s):  
Design Methodology ◽  
Secondary Data ◽  
Market Segment ◽  
Analysis Method ◽  
Review Of Literature ◽  
Primary Research ◽  
Content Type ◽  
Starting Point ◽  
Practical Implications

Purpose The purpose of this paper is to address the confusing use of terminology associated with tourism undertaken by Muslims and to identify key concerns associated with this type of tourism. Design/methodology/approach This is an exploratory study and adopts a critical review of literature following the evolutionary concept analysis method. Content analysis of popular UK media, UK-based tour operators’ websites and tourism strategies of destinations popular with Muslim tourists were conducted to examine the use of terminology. Findings There is no clear difference between the various terms (halal, Muslim friendly, Islamic, etc.) used. Overall, academia uses the term Islamic tourism, while the industry and media use various terms. Among destinations, however, there is no clear and consistent use of terminology. A key concern of Islamic tourism is the role of certification in assuring travellers and the lack of standardisation of halal certification. Research limitations/implications The paper is based on literature review and secondary data analysis. It lacks primary research. Practical implications This study highlights the need for consistent use of terminology across industry. Another implication is the issue surrounding halal certification of food and the importance of trust in the seller/service provide. Another trend that industry providers need to consider is the growth of the Muslim millennial traveller and the needs of this market segment. Originality/value The paper highlights the importance of studying the Muslim tourist market and provides a starting point for further research. It highlights several issues such as the need to develop a typology of Muslim tourists. Of particular interest is the concern whether halal values in danger of being commodified in the absence of a universal agreed criterion for halal certification.

Learning in the service environment: the influence of diversity climate

2016 ◽  
Vol 26 (4) ◽  
pp. 448-470 ◽  
Author(s):  
Priyanko Guchait ◽  
Juan Madera ◽  
Mary Dawson
Keyword(s):  
Psychological Safety ◽  
Communication Satisfaction ◽  
Service Organizations ◽  
Diversity Climate ◽  
Mediating Effects ◽  
Learning Behavior ◽  
Content Type ◽  
Lodging Managers ◽  
High Engagement ◽  
Employee Learning

Purpose – The purpose of this paper is to examine how diversity climate in service organizations influence employee learning behavior. Additionally, the study examined the mediating effects of psychological safety and communication satisfaction between diversity climate and learning behavior. Design/methodology/approach – Data were collected from 128 hotel and lodging managers by administering survey questionnaires. The dual mediational model was tested using the mediation test suggested by Preacher and Hayes (2008). Findings – Results indicated that when managers perceived a positive diversity climate they also reported high engagement in learning behavior. Additionally, the study found the mediating effects of psychological safety and communication satisfaction. Originality/value – The importance of learning behavior has been noted by researchers and practitioners because of its influence on service performance. Learning behavior is especially important in complex, error prone, and fast changing businesses like the services industry. This research contributes to the existing body of research by examining the influence of diversity climate on learning behavior, which has not been investigated empirically in the literature. The current research not only makes a significant contribution to the learning and diversity literature, but also informs practitioners how learning behavior can be increased and how diversity climate can be created in within service organizations, in particularly hospitality.

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