Cross-functional interconnectedness as an enabler of customer value

2019 ◽  
Vol 34 (4) ◽  
pp. 821-835 ◽  
Author(s):  
João Paulo Seno ◽  
Marcio Lopes Pimenta ◽  
Per Hilletofth ◽  
David Eriksson
Keyword(s):  
Critical Incident ◽  
Customer Value ◽  
Critical Incidents ◽  
Production Capacity ◽  
Functional Networks ◽  
Content Type ◽  
Functional Relationships ◽  
Collaborative Behavior ◽  
Community Behavior ◽  
Use Behavior

Purpose The purpose of this study is to analyze the processes of interconnectedness in cross-functional relationships involved in customer value enabling. Design/methodology/approach In total, 20 in-depth interviews were conducted in three Brazilian companies from different industries. The critical incident technique was used for data collection and analysis. Content analysis was used to characterize the critical incidents within functional area networks. Findings Six main critical incidents were identified within the studied relationships: process, urgency, lack of trust, capacity and demand imbalance, motivation and challenge. The results show situations in which the collaborative behavior of the actors generates customer value facilitation. Research limitations/implications The firms studied are small and medium, located in an emerging economy and are resource-constrained. Further research could be performed in organizations in other countries with different sizes and resources. Future studies could also include customers within the analyzed functional networks to evaluate value-in-use behavior. Practical implications Process, as a critical incident, may be composed of several elements that could affect the processes of value creation. Moreover, the adjustment between production capacity and demand should focus on avoiding propagation of functional problems through the processes. This focus may facilitate spontaneous community behavior and customer knowledge renewal. Originality/value This paper generates new qualitative bases to characterize the interconnectedness within functional networks within the perspective of relationship marketing. The study of the internal functions and processes revealed several particularities that are not evidenced in the extant literature, which is concentrated in relationships among companies. The quality of the relationship among the members of a functional network may affect the effectiveness of the promises of customer value, more specifically in value enabling.

Critical incidents of quality orientation in lower and middle management

2016 ◽  
Vol 28 (5) ◽  
pp. 734-744 ◽  
Author(s):  
Ina Heine ◽  
Robert Schmitt ◽  
Patrick Beaujean
Keyword(s):  
Critical Incident ◽  
Critical Incidents ◽  
Customer Focus ◽  
Extensive Literature ◽  
Expert Group ◽  
Content Type ◽  
Internal Customer ◽  
Business Results ◽  
Management Behaviour ◽  
External Customer

Purpose – The purpose of this paper is to present research about identifying critical management behaviour regarding quality orientation in organisations. Design/methodology/approach – In order to describe how quality orientation is manifested in management behaviour, the critical incident technique was chosen. First, quality orientation was defined based on an extensive literature review. Then, critical incidents that represent a behavioural manifestation of each dimension were derived through a deductive approach. Lastly, an expert group consisting of scientists and practitioners were asked to categorise the critical incidents and evaluate their practical relevance and completeness. Findings – The results show that the construct quality orientation is related to the five variables internal customer focus, external customer focus, continuous improvement orientation, systems-thinking perspective, and data-driven. For each variable four critical incidents were developed and evaluated by the expert group. Analyses of the data show fair agreement between the raters with an overall agreement index of 0.38. Originality/value – The results of the present study can be used to support managers in understanding and practising behaviour critical to organisation-wide quality and thereby improving working conditions as well as business results.

Information technology and front office employees’ performance

2017 ◽  
Vol 29 (8) ◽  
pp. 2159-2177 ◽  
Author(s):  
Santiago Melián-González ◽  
Jacques Bulchand-Gidumal
Keyword(s):  
Information Technology ◽  
Task Performance ◽  
Critical Incident ◽  
Critical Incidents ◽  
Performance Model ◽  
Service Encounters ◽  
Content Type ◽  
Face To Face ◽  
Front Office ◽  
Office Employees

Purpose The aim of this paper is to analyze the role of information technology (IT) in the performance of front office employees in hotels. This is done by testing and analyzing up to what level the task performance content of receptionists depends on IT and by testing and analyzing up to what level the contents of the service encounters in which they participate depend on IT. Design/methodology/approach This paper includes in-depth interviews with 30 receptionists, using the job task performance model and the critical incident technique in the service encounter model. Findings IT takes part heavily in the task performance of front office workers, who rely on IT to get their job done. On the other hand, in service encounters, the value of the human presence is still high, and in most critical incidents, IT do not participate. Research limitations/implications The sample was located in the same destination with only two types of hotels. Practical implications The dependence of front office employees with IT is so high that some of the receptionists could be substituted by IT in the near future. However, human participation in satisfactory critical incidents is very high. Social implications Receptionists should get ready and trained taking into account that the value they provide is higher in tasks that are both not routine and in which face-to-face interactions take place. Originality/value Usually, front office employees are managed with human resources view, without taking into consideration specifically how IT has spread into the hospitality industry.

Negative emotions in Mexican, Puerto Rican and Spanish hospitals

2016 ◽  
Vol 8 (1) ◽  
pp. 17-37
Author(s):  
Carmen Otero-Neira ◽  
Carmen Padin ◽  
Juan Carlos Sosa Varela ◽  
Maria Santos Corrada ◽  
Irma Magana ◽  
...  
Keyword(s):  
Puerto Rican ◽  
Critical Incident ◽  
Critical Incidents ◽  
Service Providers ◽  
Service Failure ◽  
Negative Emotions ◽  
Three Dimensional ◽  
Negative Consequences ◽  
Content Type ◽  
Service Failures

Purpose – This paper aims to assess negative emotions in Mexican, Puerto Rican and Spanish service settings in the hospital industry. The paper also attempts to validate previous findings in existing theory and previous studies across three national samples and describes the similarities and differences in negative emotions between Mexican, Puerto Rican and Spanish service settings. Design/methodology/approach – The current study comprised Mexicans, Puerto Ricans and Spaniards who experienced a service failure (i.e. critical incident) in hospital settings within the past year. A descriptive research design was followed, and a self-administered questionnaire was applied to gather the data from respondents. Findings – The three-dimensional construct of negative emotions commonly identified in existing theory and previous studies of negative emotions turned out to be four in the current multinational study. Research limitations/implications – The four-dimensional construct of negative emotions thus revealed is relevant and valuable to research. A number of research limitations are provided, all of which provide opportunities for further research in assessing negative emotions in service settings. Practical implications – Service providers need to manage and deal with the negative emotions in service failures in an appropriate manner. It is necessary that the front-line staff identify and understand the reasons behind service receiver’s negative emotions in service failures, and that they act accordingly to reduce the intensity of critical incidents and the overall negative consequences. Originality/value – The negative emotions assessed provide a fruitful contribution and do not only complement additional facets to existing theory and previous studies of negative emotions in service settings but also fortify the notion that further research is required to gain an enhanced understanding and additional insights into them across countries and cultures, just as it is crucial to manage the occurrence of negative emotions in critical incidents accurately.

New aspects of research to assess and manage critical incidents in service encounters

2015 ◽  
Vol 27 (1) ◽  
pp. 27-51 ◽  
Author(s):  
Carmen Padin ◽  
Göran Svensson ◽  
Carmen Otero-Neira ◽  
Nils Høgevold
Keyword(s):  
Service Provider ◽  
Critical Incident ◽  
Critical Incidents ◽  
Service Providers ◽  
Negative Emotions ◽  
Service Encounter ◽  
Service Encounters ◽  
Two Phase ◽  
Content Type ◽  
Interactive Interface

Purpose – The objective of this paper is to describe the teleological actions needed to assess and manage critical incidents that cause negative emotions in service encounters. Teleological actions are movements into the future that are believed to be move either towards a predictable/known or unpredictable/unknown state or condition. The authors distinguish between, define and apply three categories: transformative – ad hoc and present-based actions; formative – pre-determined and past-based actions; and rationalist – goal-directed and future-based actions. Design/methodology/approach – A qualitative study, based upon a two-phase approach applying convenience and judgemental sampling, was used. Focussing on one teleological theory, a process of abductive matching was applied throughout the study. Abductive matching refers to recurring themes, patterns and categories that are uncovered through the iterative processes of analysis. The teleological framework structured and guided the data collection and empirical observations. Findings – Seen through the perspective of teleological actions, the study enhances our understanding of the manner in which critical incidents generate negative emotions in service encounters. Through the same perspective, the investigation also reveals that the outcome of a negative service encounter depends upon the interactive interface between service provider and service receiver. Research limitations/implications – The teleological actions between service providers and service receivers in negative service encounters appear to be mediators between cause-and-effect on the one hand (critical incident and negative emotions) and a perceptual gap on the other (outcome of negative service encounter). The teleological perspective also provides numerous opportunities for further research in this area. Practical implications – Managers should strive to understand the teleological actions potentially undertaken by service receivers, so that they can deal with the teleological actions of their front-line staff accordingly. The interactive interface between a service provider and a service receiver is crucial in assessing and managing critical incidents. Originality/value – Based on teleological actions, the investigation provides both a valuable and complementary contribution on assessing and managing critical incidents and the negative emotions that are often triggered in the service-encounter interface between a service provider and a service receiver. Providers also need to educate their staff on what can occur and on how to react appropriately.

scholarly journals Witness interview strategy for critical incidents (WISCI)

2018 ◽  
Vol 20 (4) ◽  
pp. 268-278 ◽  
Author(s):  
Kevin Smith ◽  
Becky Milne
Keyword(s):  
Critical Incident ◽  
Design Methodology ◽  
Critical Incidents ◽  
Terrorist Attacks ◽  
Initial Contact ◽  
Fast Time ◽  
Content Type ◽  
Practical Advice ◽  
High Profile ◽  
Practical Implications

PurposeHigh-profile critical incidents involving multiple witnesses, particularly terrorist attacks, have increased over the years. The purpose of this paper is to describe the components of a witness interview strategy for this type of investigation. Central to these cases is a need for a triage system which deals with a large number of witness/victim interviews that must be conducted fast time.Design/methodology/approachThis paper was developed based on the experience of the authors who provide practical advice and support to these types of investigations and a dialogue with police interview advisers involved in developing this type of strategy.FindingsA witness interview strategy for critical incidents involving multiple witnesses should be set within a framework that covers initial contact with the witnesses, the interview process and post-interview processes.Practical implicationsIt is important that a witness interview strategy is developed for any critical incident involving multiple witnesses to ensure that what could otherwise be a chaotic process is effectively managed.Originality/valueNo other papers have been published that consider the development of witness interview-strategies for multiple-witnesses in critical incidents.

Hospitality-based critical incidents: a cross-cultural comparison

2014 ◽  
Vol 26 (1) ◽  
pp. 50-68 ◽  
Author(s):  
Scott R. Swanson ◽  
Yinghua Huang ◽  
Baoheng Wang
Keyword(s):  
Critical Incident ◽  
Critical Incidents ◽  
Word Of Mouth ◽  
Cross Cultural ◽  
Cultural Comparison ◽  
Repurchase Intention ◽  
Content Type ◽  
Cross Cultural Comparison ◽  
The Usa ◽  
Public Voice

Purpose – The purpose of this paper is to provide a cross-cultural comparison of Chinese and American hospitality customers who report critical incidents and the resulting influences that these incidents and recovery efforts had on behavior. Recognizing that hospitality-based organizations are increasingly operating internationally, the study provides insights for managing customer relationships. Design/methodology/approach – The study utilizes the critical incident technique in conjunction with a structured self-administered questionnaire. The sampling approach resulted in 1,146 usable responses. Findings – The results demonstrate statistically significant cultural differences between American and Chinese consumers in terms of reported critical incident types, recovery approaches, and post-incident private voice, public voice, and repurchase intention. Research limitations/implications – This research uses cultural value scores for China and the USA as a way to explain and discuss the findings. Hofstede's model was not tested and the provided explanations should be viewed with caution. Practical implications – The results of this research can provide practitioners with guidelines in regards to service recovery tactics, as well as insights into how customers respond to critical incidents across different cultures. Originality/value – This study adds to the existing literature by investigating empirically critical incident types, recovery tactics, and the consumer post-encounter behaviors of public voice (i.e. complaining), private voice (i.e. negative word-of-mouth, positive word-of-mouth), and repurchase intention in China and the USA.

Exploring jaycustomer behavior and handling approach in casinos

2017 ◽  
Vol 29 (5) ◽  
pp. 1403-1425 ◽  
Author(s):  
Lawrence Hoc Nang Fong ◽  
Amy Siu Ian So ◽  
Rob Law
Keyword(s):  
Content Analysis ◽  
Critical Incident ◽  
Design Methodology ◽  
Critical Incidents ◽  
Critical Incident Technique ◽  
Content Type ◽  
Casino Industry ◽  
Casino Employees ◽  
First Time ◽  
Practical Implications

Purpose This paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched sector in the literature. Design/methodology/approach Using critical incident technique (CIT), the researchers prompted 52 casino employees in Macao to recall critical incidents about jaycustomer behavior that they had encountered. The informants, then, described the circumstances that led up to the situation, the responses of customers and how they and their colleagues handled the situation. Content analysis was used to develop the categories. Findings The findings of this study report 9 categories of jaycustomer behaviors, 9 causes of the behaviors and 12 handling approaches. Different from previous findings, breaking a promise and instigation are identified for the first time. Such causes as a losing experience and superstition are specific to the casino industry. Strict handling approaches are rarely adopted to handle jaycustomers, especially the premium customers. Practical implications Casino operators are recommended to ensure that employees are well-trained and provide clear guidelines on handling jaycustomers. Conniving approaches should be re-evaluated. Seeking support from other personnel has to be tactical. Moreover, customers should be educated to reduce their misunderstanding of gaming and transaction procedures. Originality/value There has been increasing scholarly focus on jaycustomer behaviors. However, very less is known regarding such behaviors, their causes and employees’ handling approaches in casino, a sector which is different from other hospitality sectors. The current study unveiled jaycustomer behaviors which have not been found in previous studies and causes which are specific to the casino sector.

scholarly journals Logics and rationalisations underpinning entrepreneurial decision-making

2017 ◽  
Vol 24 (1) ◽  
pp. 158-175 ◽  
Author(s):  
Natalia Vershinina ◽  
Rowena Barrett ◽  
Peter McHardy
Keyword(s):  
Decision Making ◽  
Critical Incident ◽  
High Performance ◽  
Design Methodology ◽  
Critical Incidents ◽  
Support Systems ◽  
Focal Point ◽  
Social Contexts ◽  
Content Type ◽  
Entrepreneurial Decision

Purpose The purpose of this paper is to explore the logics that expert entrepreneurs use when faced with a critical incident threat. Design/methodology/approach Attempts have been made to define “entrepreneurial logic”. This paper is influenced by Sarasvathy’s work on high-performance entrepreneurs, which finds that when faced with uncertainty entrepreneurs employ unconventional logic, and encompasses later research acknowledging social contexts where entrepreneurs operate. A typology of decision-making logics is developed, taking into account the situation of crisis. Seven expert entrepreneurs who faced crisis and, despite this, are still successfully operating businesses were interviewed. The paper develops a critical incidents methodology. Findings Experienced entrepreneurs were found to tend towards causal logic when “the stakes were high” and the decision may affect the survival of their business. They also weigh up options before acting and tend to seek advice from trusted “others” within their network before or after they have made a decision. A mixture of causal and intuitive logic is evident in decisions dealing with internal business problems. Research limitations/implications The decisions that entrepreneurs make shape and define their business and their ability to recover from crisis. If researchers can develop an understanding of how entrepreneurs make decisions – what information they draw upon, what support systems they use and the logic of their decision-making and rationalisation – then this can be used to help structure support. Originality/value By exploring decision-making through critical incidents we offer an innovative way to understand context-rich, first-hand experiences and behaviours of entrepreneurs around a focal point.

Perceived workplace gender-bias and psychological impact

2019 ◽  
Vol 43 (3/4) ◽  
pp. 339-353 ◽  
Author(s):  
Siham Lekchiri ◽  
Cindy Crowder ◽  
Anna Schnerre ◽  
Barbara A.W. Eversole
Keyword(s):  
Gender Bias ◽  
Critical Incident ◽  
Psychological Impact ◽  
Working Women ◽  
Content Type ◽  
Treatment Bias ◽  
Male Dominated ◽  
The Impact ◽  
Organizational Mechanisms ◽  
Practical Implications

Purpose The purpose of this paper is to explore the experiences of working women in a male-dominated country (Morocco) and unveil the unique challenges and everyday gender-bias they face, the psychological impact of the perceived gender-bias and, finally, identify a variety of coping strategies or combatting mechanisms affecting their motivation and retention in the workplace. Design/methodology/approach Empirical evidence was obtained using a qualitative research method. The Critical Incident Technique (CIT) was used to collect incidents recalled by women in the select institution reflecting their perceptions of their managers’ ineffective behaviors towards them and the impact of these behaviors. The critical incidents were inductively coded, and behavioral statements were derived from the coded data. Findings The qualitative data analysis led them to structure the data according to two theme clusters: The perceived gender-bias behaviors (Covert and evident personal and organizational behaviors) and Psychological impacts resulting from the perceived bias. These behavioral practices included abusive behaviors, unfair treatment, bias and lack of recognition. The psychological impact elements involved decreased productivity, depression, anxiety and low self-esteem. Practical implications Understanding these experiences can facilitate the identification of strategies geared towards the retention of women in the workforce, and Moroccan organizations can develop and implement strategies and policies that are geared towards eliminating gender-bias in the workplace and to retaining and motivating women who remain ambitious to work in male-dominated environments and cultures. Originality/value This paper provides evidence that sufficient organizational mechanisms to support women in male-dominated environments are still unavailable, leaving them to find the proper coping mechanisms to persevere and resist.

Customer delight during a crisis: understanding delight through the lens of transformative service research

2020 ◽  
Vol 32 (1) ◽  
pp. 129-141 ◽  
Author(s):  
Donald C. Barnes ◽  
Jessica Mesmer-Magnus ◽  
Lisa L. Scribner ◽  
Alexandra Krallman ◽  
Rebecca M. Guidice
Keyword(s):  
Critical Incident ◽  
Service Providers ◽  
Psychological Theory ◽  
Well Being ◽  
Service Research ◽  
Service Encounters ◽  
Need Fulfillment ◽  
Content Type ◽  
Customer Delight ◽  
Service Experiences

PurposeThe unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters. This context has underscored the reality that drivers of customer delight in a “traditional” context are not the same in a crisis context. While research has tended to identify hedonic need fulfillment as key to customer well-being and, ultimately, to invoking customer delight, the majority of studies were conducted in inherently positive contexts, which may limit generalizability to more challenging contexts. Through the combined lens of transformative service research (TSR) and psychological theory on hedonic and eudaimonic human needs, we evaluate the extent to which need fulfillment is the root of customer well-being and that meeting well-being needs ultimately promotes delight. We argue that in crisis contexts, the salience of needs shifts from hedonic to eudaimonic and the extent to which service experiences fulfill eudaimonic needs determines the experience and meaning of delight.Design/methodology/approachUtilizing the critical incident technique, this research surveyed 240 respondents who were asked to explain in detail a time they experienced customer delight during the COVID-19 pandemic. We analyzed their responses according to whether these incidents reflected the salience of hedonic versus eudaimonic need fulfillment.FindingsThe results support the notion that the salience of eudaimonic needs become more pronounced during times of crisis and that service providers are more likely to elicit perceptions of delight when they leverage meeting eudaimonic needs over the hedonic needs that are typically emphasized in traditional service encounters.Originality/valueWe discuss the implications of these findings for integrating the TSR and customer delight literatures to better understand how service experiences that meet salient needs produce customer well-being and delight. Ultimately, we find customer delight can benefit well-being across individual, collective and societal levels.

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