scholarly journals Digital or human touchpoints? Insights from consumer-facing in-store services

2019 ◽  
Vol 33 (1) ◽  
pp. 296-310 ◽  
Author(s):  
Virginia Vannucci ◽  
Eleonora Pantano
Keyword(s):  
Human Services ◽  
Design Methodology ◽  
New Technology ◽  
Structured Interviews ◽  
Content Type ◽  
Face To Face ◽  
Human Interactions ◽  
Key Drivers ◽  
Service Channels ◽  
Digital Or

Purpose Prior research highlights the extent to which consumers largely appreciate the possibility to choose among different digital touchpoints during the in-store experience, which results in a pervasive introduction of digital touchpoints as the first point of contact between retailers and consumers. However, consumers also give value to the human interactions in the service channels. The previous studies do not conclusively indicate the best balance of digital and human services. The purpose of this paper is to understand consumer-facing in-store services in new technology-enriched retail settings. Design/methodology/approach A qualitative approach involving face-to-face semi structured interviews was applied. To this end, the authors recruited 26 participants in Northern Italy between October and November 2017. Findings Results reveal motivations, preferences and discouraging factors leading consumers’ interactions with digital or human touchpoints. Findings ultimately provide useful guidelines to managers on understanding consumers’ attitudes toward digital vs human touchpoints phenomenon. Originality/value By identifying the key drivers of either digital and human touchpoints selection in offline retail settings, the present study figured out the attributes playing the crucial role in determining consumers’ preference regarding the in-store alternatives. Findings allow a further greater clarification of the practical issues, with emphasis on the new of human–machine integration.

Is this mine? Psychological ownership and the social media follower

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Caroline S.L. Tan
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Vital Role ◽  
Psychological Ownership ◽  
Structured Interviews ◽  
Content Type ◽  
Face To Face ◽  
The Social ◽  
Social Currency ◽  
Different Levels

Purpose The purpose of this study is to examine psychological ownership (PO) experienced by followers of social media influencers toward both influencer and the product. Design/methodology/approach Data were collected using face-to-face semi-structured interviews that were conducted with 30 respondents and analyzed using thematic analysis. Findings The study demonstrated that the PO experienced by the follower changes under different conditions resulting from perceived value, social currency and follower activity. Social currency plays a vital role in determining the target of PO, often affecting the narrative by the follower. Originality/value To the best of the author’s knowledge, this is the first paper to examine the transference of PO between product and influencer as experienced by the follower. It provides an understanding on PO that is experienced in different levels of intensity and changes depending on the motive of the follower; hence, transference of PO occurs and it is not a static.

Restaurant failure in post-conflict Beirut: the macroenvironmental context and mismanagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Laurent Yacoub ◽  
Samer Nakhle ◽  
Dorra Yahiaoui
Keyword(s):  
Design Methodology ◽  
Market Research ◽  
Qualitative Method ◽  
Organizational Factors ◽  
Success Rates ◽  
Structured Interviews ◽  
Content Type ◽  
Face To Face ◽  
Post Conflict ◽  
Management Policies

PurposeGiven the complexity of a post-conflict environment, the restaurant sector needs to be analyzed not just from the economic perspective. This paper aims to identify the diverse macroenvironmental and managerial factors underlying restaurant failures in Lebanon. The authors hope that this effort may help increasing restaurant success rates in other post-conflict settings.Design/methodology/approachThe aim of this paper is to explain how macroenvironmental pressures influence the restaurant business and which managerial factors are most critical in a post-conflict context. The authors adopted a qualitative method by conducting face-to-face, semi-structured interviews.FindingsThe findings show that restaurant failures in a competitive and uncertain post-conflict environment were caused mainly by a snowball of internal organizational factors related to bad management, poor human resource management policies, inefficiency and fraud. Internal organizational factors can all be associated with human mistakes and bad decisions, including excessive initial investment, expensive decoration, inability to manage monthly expenses, bad communication and market research.Originality/valueThis study contributes to the literature regarding restaurant failures in post-conflict regions and presents results that are expected to help managers in family- and non-family-owned businesses to enhance their decision-making process.

scholarly journals Telephonic qualitative research interviews: when to consider them and how to do them

2017 ◽  
Vol 25 (2) ◽  
pp. 291-316 ◽  
Author(s):  
Muhammad Bilal Farooq ◽  
Charl de Villiers
Keyword(s):  
Qualitative Research ◽  
Design Methodology ◽  
Structured Interviews ◽  
Content Type ◽  
Face To Face ◽  
Data Collection Instrument ◽  
Research Interview ◽  
Research Interviews ◽  
Computer Based ◽  
Effective Use

Purpose The aims of this study are to review the literature examining the arguments for and against the telephonic qualitative research interviews, to develop criteria for assessing when the use of the telephone is suitable in qualitative research and if suitable to offer detailed strategies for the effective use of this data collection instrument. Design/methodology/approach The study is a thematic analysis of the literature, informed by the researchers’ experiences using the telephone, computer-based audio and face-to-face interviews for an accounting research project involving 50 semi-structured interviews with managers. Findings The study identifies five criteria to determine the suitability of using the telephone in qualitative research interviews. In addition, the study offers a set of detailed strategies on what to do before, during and after a telephonic qualitative research interview. Research limitations/implications The study can assist qualitative researchers in deciding when to use the telephone and how to use it effectively. Originality/value The study builds on the limited prior research and provides a more complete list of strategies on the effective use of the telephone in qualitative social sciences research. These strategies are a synthesis of existing studies and observations drawn from the author's study, which examines the work of organisational managers. In comparison, prior studies have been based on research projects that explored sensitive personal issues and emotive experiences not always related to managerial work.

scholarly journals Credentialism and demand for private supplementary tutoring

2018 ◽  
Vol 20 (1) ◽  
pp. 33-50 ◽  
Author(s):  
Pubali Ghosh ◽  
Mark Bray
Keyword(s):  
Design Methodology ◽  
Structured Interviews ◽  
High Stakes ◽  
Content Type ◽  
Face To Face ◽  
On Demand ◽  
The World ◽  
Main Driver ◽  
The Impact ◽  
To Receive

Purpose Private supplementary tutoring is expanding fast around the world. Recognising that examination boards are major shapers of curricular load, the purpose of this paper is to identify the roles of examination boards at Grades 8, 9 and 10 in Bengaluru, India. Two boards were chosen, with one having a heavier perceived curricular load than the other. Design/methodology/approach The study used mixed methods with a questionnaire survey of 687 students in Grades 8, 9 and 10, and 51 face-to-face, semi-structured interviews. Findings Perhaps surprisingly, the findings did not reveal significant differences in tutoring demand by students. Both groups viewed the board examinations as having high stakes, and accordingly invested in extensive private tutoring. Competition emanating from credentialism was the main driver of the decision to receive tutoring among both cohorts. Originality/value Although previous studies have explored various components of demand for tutoring, to the authors’ knowledge, this is the first to explore the impact of examination boards on demand for tutoring. Since the system of schools being affiliated to examination boards is common not only in India but also in many other countries, the study has broad international relevance.

Identifying the preference of buyers of single-family homes in Dammam, Saudi Arabia

2019 ◽  
Vol 13 (2) ◽  
pp. 165-184
Author(s):  
Ameen Bin Mohanna ◽  
Ali Alqahtany
Keyword(s):  
Saudi Arabia ◽  
Literature Review ◽  
Design Methodology ◽  
Single Family ◽  
Structured Interviews ◽  
Content Type ◽  
Face To Face ◽  
The Government ◽  
The City ◽  
Privacy Level

Purpose The purpose of this study is to identify the preferred characteristics of buyers of single-family homes in Saudi Arabia with an emphasis on the city of Dammam. Design/methodology/approach Data were collected using face-to-face structured interviews conducted from November 2016 to May 2017 with 177 owners of single-family homes that were purchased between 2010 and the first quarter of 2017. Findings The findings indicate that homes can be divided into three types: villas, detached duplexes and semi-detached duplexes. Also, more than three-quarters of the respondents purchased their homes through mortgages from either lenders or the government. It seems we find that the advantages of the detached duplex, particularly its privacy level, over other types of single-family homes induce homebuyers to choose this home type. Originality/value In this study, the authors analyze housing preferences among various segments of the Saudi society, in the city of Dammam, to understand the housing supply in Saudi Arabia. Only a few studies have investigated the preferences of homebuyers in Saudi Arabia. Below the authors provide a literature review, discuss data and methods and results, as well as provide concluding remarks.

New Zealand venture capital funds and access to new financing: an exploratory study

2014 ◽  
Vol 26 (3) ◽  
pp. 196-225 ◽  
Author(s):  
Sujit Kalidas ◽  
Andrew Kelly ◽  
Alastair Marsden
Keyword(s):  
New Zealand ◽  
Venture Capital ◽  
Design Methodology ◽  
Early Stage ◽  
Equity Capital ◽  
Structured Interviews ◽  
Content Type ◽  
Face To Face ◽  
Fund Managers ◽  
Qualitative Research Design

Purpose – This paper aims to explore the challenges the Venture Capital (VC) funds industry in New Zealand (NZ) faces when sourcing new capital. In NZ, there is a significant gap currently for companies seeking VC funding of between $2 and $10 million to commercialise new products and ideas. Also, the estimated financing needs of the next generation of early stage NZ enterprises are around $2 billion of investment over the next 10 years (NZVIF, 2011). Design/methodology/approach – A qualitative research design is applied, given the exploratory nature of this research. In this study, 15 face-to-face semi-structured interviews with VC fund managers, investors and intermediaries were undertaken. Findings – The findings suggest that the lack of observable proven historical returns from NZ domiciled VC funds is a significant impediment to raising new equity capital. Fund managers and intermediaries also note that there is a lack of domestic entities in NZ that have the capacity and current appetite to invest in VC. In part, this may indicate that VC investors are unwilling to invest further capital in NZ VC funds until the current funds realise their existing investments. Originality/value – Overall our findings support recent initiatives by the NZ VC funds industry to track and monitor the performance of NZ VC funds.

Canadian chefs’ workplace learning

2015 ◽  
Vol 39 (6) ◽  
pp. 522-537 ◽  
Author(s):  
Paulette Cormier-MacBurnie ◽  
Wendy Doyle ◽  
Peter Mombourquette ◽  
Jeffrey D. Young
Keyword(s):  
Learning Outcomes ◽  
Learning Strategies ◽  
Workplace Learning ◽  
Design Methodology ◽  
Future Research ◽  
Structured Interviews ◽  
Content Type ◽  
Face To Face ◽  
Professional Groups ◽  
Depth Study

Purpose – This paper aims to examine the formal and informal workplace learning of professional chefs. In particular, it considers chefs’ learning strategies and outcomes as well as the barriers to and facilitators of their workplace learning. Design/methodology/approach – The methodology is based on in-depth, face-to-face, semi-structured interviews with 12 executive chefs from a variety of restaurant types. Chefs were asked questions that focused on how they learned, the learning outcomes that they experienced and factors that inhibited or facilitated their learning. Findings – Findings suggest that the strategies, outcomes, barriers and facilitators experienced by professional chefs are similar in many respects to those of other occupational/professional groups. However, there were some important differences that highlight the context of chefs’ workplace learning. Research limitations/implications – The sample, which is relatively small and local, focuses on one city in Canada, and it is limited in its generalizability. Future research should include a national survey of professional chefs. Originality/value – Using a qualitative approach, this in-depth study adds to the literature on workplace learning, strategies, outcomes, barriers, facilitators and context factors by addressing a relatively understudied profession.

Qualitative exploration of psychotropic medication to manage challenging behaviour in adults with intellectual disability: views of family members

2017 ◽  
Vol 11 (5/6) ◽  
pp. 207-218 ◽  
Author(s):  
Nicole Edwards ◽  
Julie King ◽  
Hanna Watling ◽  
Sara Amy Hair
Keyword(s):  
Psychotropic Medication ◽  
Design Methodology ◽  
Service Providers ◽  
Family Members ◽  
Challenging Behaviour ◽  
Structured Interviews ◽  
Content Type ◽  
Face To Face ◽  
Small Cohort ◽  
Qualitative Exploration

Purpose The purpose of this paper is to produce the views of parents and siblings of adults with intellectual or developmental disability (ID/DD) around the use of psychotropic medication to manage challenging behaviour (CB) where there is no co-existing mental illness. Design/methodology/approach Seven family members of six adults with ID/DD were interviewed using semi-structured interviews, over the telephone or face-to-face. The interviews were transcribed, coded and thematically analysed. Findings This paper identified that if used appropriately, psychotropic medication to manage CB may be of benefit to some people with ID/DD; but there is a need to ensure the medication is prescribed for the benefits of people with ID/DD rather than those around them. Drawing on the knowledge of family may allow for the use of alternative strategies and the reduction of medication to manage CB. There is the need for improved communication with family members, inclusive decision making, and access to information regarding the philosophy and legislation regarding medication used to manage CB in adults with ID/DD. Originality/value This paper presents views of a small cohort of family members of people with ID/DD in Queensland, Australia. Findings can be used to improve approaches taken by service providers in their interactions with people with ID/DD prescribed psychotropic medication to manage CB, and their family members.

Internationalizing Higher Education (HE) in Vietnam

2016 ◽  
Vol 58 (2) ◽  
pp. 193-208 ◽  
Author(s):  
Dong Phong Nguyen ◽  
Margaret Vickers ◽  
Thi Minh Chau Ly ◽  
Mai Dong Tran
Keyword(s):  
Higher Education ◽  
Design Methodology ◽  
Economic Transition ◽  
Global Integration ◽  
Structured Interviews ◽  
Content Type ◽  
Qualitative Research Design ◽  
Key Drivers ◽  
Market Driven ◽  
Leader Perspectives

Purpose – The purpose of this paper is to increase knowledge of the key drivers, and challenges, of the internationalization of Higher Education (HE), especially in the transitioning economy of Vietnam. Design/methodology/approach – An exploratory qualitative research design used semi-structured interviews. Nine senior institutional leaders from five Vietnamese universities were interviewed. Thematic analysis, informed by the literature, was undertaken on English-translated transcripts. Findings – The findings shared senior HE leader perspectives on how internationalization of HE in Vietnam was being conceptualized and operationalized, as well as insights as to how these processes might be improved. Further research to monitor the success of internationalization processes in Vietnam, and beyond, is recommended. Research limitations/implications – This was an exploratory qualitative study including nine interviews with senior HE leaders from Vietnamese Universities. Exploratory findings only are shared. Originality/value – No previous studies exploring internationalization of HE in Vietnam have been located. Vietnam is a nation in economic transition from a state-based to market-driven economy, and is different culturally, economically and socially, to its Asian neighbors. Internationalizing HE is considered essential to the global integration and development of Vietnam.

scholarly journals Teaching innovations in Asian higher education: perspectives of educators

2018 ◽  
Vol 13 (2) ◽  
pp. 179-190 ◽  
Author(s):  
T.M. Wong
Keyword(s):  
Higher Education ◽  
Design Methodology ◽  
Higher Education Institutions ◽  
The Other ◽  
Asian Countries ◽  
Structured Interviews ◽  
Content Type ◽  
Advanced Technologies ◽  
The Many

Purpose The purpose of this paper is to identify the teaching innovations that have been implemented in higher education institutions in Asia and the perspectives of educators on them. Design/methodology/approach Semi-structured interviews were conducted with 28 educators who were affiliated with 23 higher education institutions in ten Asian countries/regions. The interviews covered information about the teaching innovations of the participants’ institutions, the characteristics of the innovative practices and the participants’ views on them. The relationships between the characteristics of institutions and their teaching innovations were also examined. Findings The results showed that the teaching innovations included two main categories, namely, those which involved the use of advanced technologies and those which did not. The innovations that involved the use of advanced technologies were mainly from larger institutions, while the other category was mainly from smaller ones and had been practised for less than 1.5 years. Differences were also identified between the two categories in terms of the aims and importance of innovations, innovative features, the evaluation of innovations and improvements needed for them. Originality/value The results highlighted that technology is only one of the many aspects of teaching innovations, which is different from the view prevailing in the literature. They also suggested that differences in the scale of institutions (in terms of number of students) possibly influences the kind of teaching innovations adopted.

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