Can integration difficulties affect innovation and satisfaction?

2014 ◽  
Vol 114 (2) ◽  
pp. 183-202 ◽  
Author(s):  
Alexandra Simon ◽  
Luc Honore Petnji Yaya ◽  
Stanislav Karapetrovic ◽  
Marti Casadesus
Keyword(s):  
Customer Satisfaction ◽  
Human Resources ◽  
Structural Equation ◽  
Design Methodology ◽  
Iso 14001 ◽  
Iso 9001 ◽  
Management Systems ◽  
Equation Modeling ◽  
Content Type ◽  
Integration Of Management Systems

Purpose – The difficulties in the integration of management systems (MSs) and their relationship with innovation and customer satisfaction are explored by proposing a model that links these three concepts together. Integration, innovation and customer satisfaction are relevant issues for the competitiveness of companies, especially for the ones that have implemented several MS standards. The paper aims to discuss these issues. Design/methodology/approach – Data for the study derives from a survey carried out in 76 Spanish organizations registered to at least both ISO 9001:2008 and ISO 14001:2004 standards for quality MSs and environmental MSs, respectively. An exploratory factor analysis and structural equation modeling (SEM) are utilized to assess and confirm the proposed scales validity and the relationships of the conceptual model. Findings – Based on the empirical study, the second-order SEM shows that the difficulties of integration are directly and negatively related to both of MS documentation and procedures. This level is also directly related to the innovation and satisfaction. Nevertheless, no relationships were found between the difficulties of integration and the integration level of MS human resources. Moreover, no direct relationships were found between the difficulties of integration and both the constructs of innovation and satisfaction. Also, the results showed the integration level of MS procedures was not related to the construct of innovation. Originality/value – This is one of the first studies to relate integration difficulties with innovation and customer satisfaction, with a conclusion that an organization should give more importance to the difficulties of integrated MSs that have been uncovered to have a relationship with innovation and customer satisfaction.

Comparing the service experience of satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model

2019 ◽  
Vol 32 (2) ◽  
pp. 301-324
Author(s):  
Matti Haverila ◽  
Kai Haverila ◽  
Mehak Arora
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Design Methodology ◽  
Equation Modeling ◽  
Value For Money ◽  
Service Experience ◽  
Content Type ◽  
Survey Results ◽  
Repurchase Intent

Purpose The purpose of this study is to compare satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model and to examine the relationships in the model in terms of service experience to better understand customer needs. Design/methodology/approach The data used in this study were derived from a survey conducted among wineries in British Columbia, Canada. Analysis of survey results using the partial least squares structural equation modeling was undertaken. Sample size was 402. Findings The findings show that the SERVQUAL constructs that had the most impact on customer satisfaction and dissatisfaction were tangibility and assurance. Somewhat surprisingly, the perceived value for money construct was not significantly related to customer satisfaction but was significantly related to repurchase intent. Furthermore, all SERVQUAL constructs, except the reliability construct, were significantly related to customer satisfaction. Originality/value This study provides an overview of how wineries can improve their services to increase the number of satisfied customers.

Integrated internal audit in management system

2019 ◽  
Vol 32 (1) ◽  
pp. 110-126 ◽  
Author(s):  
Noor Aishah Hassan ◽  
Suhaiza Hanim Mohamad Zailani ◽  
Haslida Abu Hasan
Keyword(s):  
Design Methodology ◽  
Internal Audit ◽  
Manufacturing Firms ◽  
Iso 14001 ◽  
Iso 9001 ◽  
Audit Process ◽  
Content Type ◽  
Audit Management ◽  
Qualitative Research Methodology ◽  
Integration Of Management Systems

Purpose The purpose of this paper is to investigate the implementation of integrated internal audit management (IIAM) and compare the implementation of IIAM by Malaysian firms with different certifications (ISO 9001, ISO 14001 and OHSAS 18001). Design/methodology/approach This study involves three studies on the implementation of integrated internal audit processes. Furthermore, this study compares the implementation of the audit in the selected firms. The qualitative research methodology was adopted to analyse the data. Findings This study is an exploratory study and the findings indicate the differences between the implementation of the internal audit process across different firms. All the firms are highly motivated and demonstrate resource management whilst implementing the IIAM while firms experiencing the same difficulties. The study also found that all of the firms are enjoying similar benefits. Research limitations/implications The scope of this research paper is limited to three Malaysian manufacturing firms with different quality certifications: ISO 9001, ISO 14001 and OHSAS 18001. Thus, the finding cannot be generalised to all firms in Malaysia. However, the findings are significant as they present an interesting comparison between the implementation of IIAM by manufacturing firms in Malaysia. Originality/value Although the integration of management systems has been analysed many times, this study focussed on the comparison of firms’ practices of the IIAM.

Investigating the impacts of ISO 9001 certification on lean manufacturing and supply chain relationship: an empirical analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Assadej Vanichchinchai
Keyword(s):  
Supply Chain ◽  
Structural Equation Modeling ◽  
Empirical Analysis ◽  
Lean Manufacturing ◽  
Structural Equation ◽  
Design Methodology ◽  
Management Practices ◽  
Iso 9001 ◽  
Equation Modeling ◽  
Content Type

Purpose This research examines the impacts of ISO 9001 certification on lean manufacturing (LM), supply chain relationship (SCR) and their sub-constructs Design/methodology/approach Data was collected from 516 manufacturers in Thailand. Structural equation modeling was applied to analyze the hypotheses Findings It was found that ISO 9001 certification significantly affects overall LM, its facility and quality sub-constructs, overall SCR, its supplier coordination, customer collaboration and customer coordination sub-constructs. ISO 9001 has insignificant impacts on production, purchasing and distribution of LM, and supplier collaboration of SCR. Originality/value This study is one of the first research to present insights into the impacts of ISO 9001 as a certificate rather than as a set of management practices on LM, SCR and their sub-constructs

Why do people eat alone? An international comparison

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chang-Hua Yen ◽  
Frank C. Tsai ◽  
Jiun-Chi Tzeng ◽  
Chung-Yuan Tai
Keyword(s):  
United States ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Design Methodology ◽  
Hospitality Industry ◽  
The United States ◽  
Equation Modeling ◽  
Content Type ◽  
Consumption Experience ◽  
American Consumer

PurposeThe solitary consumption market has grown in the hospitality industry. However, research on the behavior of solitary consumers and differences between solitary consumers of different nationalities is rare. The relationships between solo dining motivations and customer satisfaction were investigated for consumers in Taiwan and the United States.Design/methodology/approachA survey was conducted among Taiwanese and American consumers; 628 valid questionnaires were retrieved. Structural equation modeling was performed to test the hypotheses.FindingsSignificant differences were observed between Taiwanese and American consumer motivations. Higher solo dining motivation was positively associated with customer satisfaction; in particular, “escape and relaxation” and “enjoyment” were both positively associated with customer satisfaction. American consumers had a stronger relationship between motivation for social interaction and customer satisfaction.Research limitations/implicationsOnly solo diners in Taiwan and the United States were investigated. The results might not be generalizable to solo diners in other regions.Originality/valueThe study's findings on the associations between solo dining motivations and consumption experience contribute to food consumption research. Furthermore, the results enable an understanding of differences in the motivations and behaviors of solitary consumers in different countries.

scholarly journals Validation and improvement of the European Customer Satisfaction Index for the Spanish wine sector

2018 ◽  
Vol 30 (2) ◽  
pp. 133-152 ◽  
Author(s):  
Miguel Pérez Ajami ◽  
Luis Navarro Elola ◽  
Jesús Pastor
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Design Methodology ◽  
Influential Factors ◽  
Equation Modeling ◽  
Total Quality ◽  
Content Type ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Wine Sector

Purpose A study of the Spanish wine sector, in this case specifically the Designation of Origin (DO) Somontano, requires validation of the European Customer Satisfaction Index (ECSI), which also needs to be improved and adapted to obtain more information on customer satisfaction. The paper aims to discuss this issue. Design/methodology/approach In this paper the ECSI model was applied, based on structural equation modeling (SEM) using the partial least squares. Findings An empirical analysis shows that the importance of customers’ expectations and perceived quality are the most influential factors in achieving satisfaction. Also highlighted in the new model is the linkage between service and product qualities in a unique variable, total quality. Originality/value In addition to validating the ECSI model for DO Somontano, a new innovative implementation was developed and tested to improve the calculation of satisfaction.

Examination of customer-centric measures among different types of customers in the context of major Canadian ski resort

2018 ◽  
Vol 30 (2) ◽  
pp. 438-459
Author(s):  
Matti J. Haverila ◽  
Kai Christian Haverila
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
A Priori ◽  
Equation Modeling ◽  
Marketing Practice ◽  
Content Type ◽  
Ski Resort ◽  
Different Types ◽  
Managerial Implications ◽  
Satisfaction Model

Purpose Customer-centric measures such as customer satisfaction and repurchase intent are important indicators of performance. The purpose of this paper is to examine what is the strength and significance of the path coefficients in a customer satisfaction model consisting of various customer-centric measures for different types of ski resort customer (i.e. day, weekend and ski holiday visitors as well as season pass holders) in a ski resort in Canada. Design/methodology/approach The results were analyzed using the partial least squares structural equation modeling approach for the four different types ski resort visitors. Findings There appeared to differences in the strength and significance in the customer satisfaction model relationships for the four types of ski resort visitors indicating that the a priori managerial classification of the ski resort visitors is warranted. Originality/value The research pinpoints differences in the strength and significance in the relationships between customer-centric measures for four different types ski resort visitors, i.e. day, weekend and ski holiday visitors as well as season pass holders, which have significant managerial implications for the marketing practice of the ski resort.

The effect of teaching style and academic enthusiasm of accounting and auditing students on stress, aggression, and anxiety

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Arash Arianpoor ◽  
Hameed Mohsen Khayoon
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Sampling Method ◽  
Structural Model ◽  
Teaching Style ◽  
Equation Modeling ◽  
Statistical Population ◽  
Content Type ◽  
Confirmatory Factor ◽  
Negative Effect

Purpose This study aims to investigate the effect of teaching style and academic enthusiasm of Iraqi accounting and auditing students on their stress, aggression and anxiety. Design/methodology/approach The statistical population in this study consists of two parts. The first is the Iraqi accounting and auditing students in Iran and the second is the Iraqi accounting and auditing students in Iraq. By available non-probability sampling method, 62 people (Iraqi students in Iran) and 102 (Iraqi students in Iraq) were selected as samples. In this research, a questionnaire was used to collect information. The validity of the questionnaire’s structure was confirmed by confirmatory factor analysis. Also, Cronbach’s alpha coefficients in this study indicating the measurement tool’s reliability. In this research, structural equation modeling has been used to analyze and test the hypotheses. The primary criteria for determining the coefficient and evaluating the path coefficients were used to evaluate the structural model. Findings Findings indicate that in Iraqi students in Iraq and Iraqi students in Iran, teaching style negatively affects stress, aggression and accounting and auditing students’ anxiety. Also, in the group of Iraqi students in Iraq and the group of Iraqi students in Iran, the eagerness to study has a significant negative effect on accounting and auditing students’ stress and anxiety. In contrast, the effect of the desire to study accounting and auditing students’ aggression was confirmed only in Iraqi students in Iraq. Originality/value As the accounting and auditing professions are among the most stressful occupations that increase the characteristics of aggression and anxiety in the employees of that profession, the results of leading research can show that the stress, anxiety and aggression of accounting and auditing students how to reduce through training so that their stress, anxiety and aggression do not appear in the workplace and the reports of accountants and auditors are not affected.

Users’ perception of cybersecurity, trust and cloud computing providers’ performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hongjiang Xu ◽  
Sakthi Mahenthiran
Keyword(s):  
Cloud Computing ◽  
Structural Equation ◽  
Design Methodology ◽  
Positive Relationship ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type ◽  
Ordinary Least Square ◽  
Ordinary Least Square Regression ◽  
Computing Literature

Purpose This study aims to develop a scale to measure the cloud provider’s performance and it investigates the factors that impact that performance from the users’ perspective. Design/methodology/approach This paper proposes a research framework, develops hypotheses and conducts a survey to test the framework. Findings The results from both ordinary least square regression and structural equation modeling analyzes indicate that information technology complexity negatively and significantly affects users’ perception of the cloud computing providers’ performance. Additionally, the trust in the supervisor significantly enhances the otherwise insignificant positive relationship between providers’ cybersecurity capability and users’ perception of their providers’ performance. Originality/value The research makes important contributions to the cloud computing literature, as it measures users’ perception of the cloud computing provider’s performance and links it with cybersecurity, technical complexity and incorporates both the trust in the client firm’s supervisor and the strength of cybersecurity offered by cloud computing provider.

“Actions speak louder than words”: an impact of service recovery antecedents on customer delight in quick-service restaurants

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Durgesh Agnihotri ◽  
Kushagra Kulshreshtha ◽  
Vikas Tripathi ◽  
Pallavi Chaturvedi
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Recovery ◽  
Equation Modeling ◽  
Role Clarity ◽  
Content Type ◽  
Customer Delight ◽  
Quick Service ◽  
The Impact

PurposeThe purpose of this study is to conceptualize and analyze a framework that provides greater understanding toward the impact of service recovery antecedents such as role clarity, customer service orientation, employee empowerment and employee relational behavior on customer satisfaction and customer delight in the context of quick-service restaurants (QSRs).Design/methodology/approachA self-administered questionnaire was distributed to 408 participants who had experienced service recovery efforts by leading QSRs on social media. The current paper draws upon the prevailing literature to test a series of research hypotheses through structural equation modeling.FindingsThe findings of the study have confirmed that antecedents of service recovery are good to describe customer satisfaction and customer delight in the setting of QSRs. Besides, the study provides an understanding on how monetary compensation moderates the relationship between customer delight and customer satisfaction.Practical implicationsThis study carries an understanding on how frontline employees must operate in a non-conventional and innovative way to resolve customers' issues and show commitment with truthfulness to provide excellent services to make customers feel delightful.Originality/valueThis is a unique study to understand the role of service recovery antecedents to describe customer satisfaction and customer delight in the social media environment. In addition, the results support the possibilities of implementing prompt service recovery efforts using social media.

Can salesperson guilt lead to more satisfied customers? Findings from India

2017 ◽  
Vol 32 (7) ◽  
pp. 951-961 ◽  
Author(s):  
Colin B. Gabler ◽  
Raj Agnihotri ◽  
Omar S. Itani
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Outcome ◽  
Equation Modeling ◽  
Content Type ◽  
Prosocial Motivation ◽  
Outcome Feedback ◽  
Final Sample ◽  
Guilt Proneness ◽  
Relational Orientation

Purpose The purpose of this paper is to investigate guilt proneness as a prosocial salesperson trait and its impact on outcomes important to the firm, the customer as well as the salesperson. Specifically, the authors look at how this variable relates to job effort and the indirect effects on customer satisfaction. The corollary purpose is to uncover how managers influence these constructs through positive outcome feedback. Design/methodology/approach Prosocial motivation theory grounds the conceptual model which the authors test through survey implementation. The final sample consisted of 129 business-to-business (B2B) salespeople working across multiple industries in India. Latent moderated structural equation modeling was utilized to test the proposed model. Findings The results suggest that guilt proneness positively influences the likelihood that a salesperson adopts a relational orientation, which has a direct effect on individual effort and an indirect effect on customer satisfaction. Supervisors have the ability to amplify this effort through positive outcome feedback, but only when relational orientation is low. Their support had no effect on salespeople with a high relational orientation. Originality/value The study is unique in that it combines an overlooked prosocial trait with a B2B Indian dataset. We provide value for firms because our results show that guilt-prone salespeople put more effort into their job – ”something universally desirable among sales managers” – through the development of a relational orientation. The authors also give practical implications on how to support salespeople given their level of relational orientation.

Sign in / Sign up

Export Citation Format

Share Document