Service recovery as an organizational capability

2018 ◽  
Vol 21 (3) ◽  
pp. 316-336 ◽  
Author(s):  
Samiha Mjahed Hammami ◽  
Nizar Souiden ◽  
Abdelfattah Triki
Keyword(s):  
Focus Group ◽  
Service Recovery ◽  
Recovery Process ◽  
Future Research ◽  
Organizational Capability ◽  
Focus Group Interviews ◽  
Content Type ◽  
Domain Identification ◽  
Knowledge Based ◽  
Group Interviews

PurposeThis paper aims to explore and conceptualize service recovery as an organizational capability. It proposes a new construct labeled knowledge-enabled recovery effectiveness (KERE).Design/methodology/approachMeasures capturing the KERE construct were developed through domain identification, item pool generation using focus group interviews with managers involved in complaint management and content expert validation.FindingsA first pool of 73 items was generated and then reduced to 37 items. Focus group interviews confirm the theoretical relevance of the KERE construct. Recovery culture, recovery process and internal recovery resources are the different components of a firm’s knowledge that serve as inputs, or as a source of a firm’s service recovery capabilities.Research limitations/implicationsA quantitative study is needed in future research to assess the KERE’s construct structure and validity.Practical implicationsManagers may use the proposed scale to foster effective and relevant marketing strategies by setting clear policies that consider service recovery as a knowledge-based activity rather than a control targeted activity.Originality/valueThis research demonstrates the mutual dialogue between service recovery and knowledge-based capabilities. Also, it proposes a new concept labeled KERE and a raw scale to further understand firms’ aptitude in service recovery.

Being “adopted” into a teaching community

2017 ◽  
Vol 6 (3) ◽  
pp. 228-241 ◽  
Author(s):  
Erinn Bentley ◽  
Madison Workman ◽  
Alex Overby
Keyword(s):  
Focus Group ◽  
Student Teachers ◽  
Teacher Candidates ◽  
Mentor Teachers ◽  
Mentoring Relationships ◽  
Field Placement ◽  
Focus Group Interviews ◽  
Content Type ◽  
Group Interviews ◽  
The Impact

Purpose In order to prepare new members of the education profession, it is imperative that teachers enter their classrooms with the confidence, knowledge, and skills to serve their students from day one. One method for preparing such teacher candidates or student teachers is through school-based field placements during their preparation program. The purpose of this paper is to describe one example of a yearlong field placement and the mentoring relationships that emerged among participants. Design/methodology/approach This qualitative study used the following data sources: focus group interviews among the teacher candidates, focus group interviews among the mentor teachers, field placement reflections and teaching analyses composed by the teacher candidates, and interviews conducted among teacher candidates and mentor teachers. Findings Analysis of the data revealed that the yearlong field placement promoted positive mentoring relationships between teacher candidates and their classroom teachers. Specifically the following themes emerged: the “adoption” of teacher candidates into the high school classrooms, risk-taking within the classrooms, the mentor teachers’ use of constructive feedback, and collaborative “mentoring-down-the-hall.” Originality/value In recent years, various scholars have investigated the impact of field placement experiences on teacher candidates; however, these studies have lacked a detailed analysis of how such experiences impacted mentoring relationships among candidates and their mentor teachers in a collaborative setting. This paper provides an in-depth study of the perceived experiences of mentor teachers and their candidates.

Public communication about home burglary prevention in Belgium

2007 ◽  
Vol 30 (4) ◽  
pp. 567-586 ◽  
Author(s):  
Dave Gelders ◽  
Hans Peeraer ◽  
Jelle Goossens
Keyword(s):  
Content Analysis ◽  
Focus Group ◽  
Police Officers ◽  
Large Scale ◽  
Empirical Studies ◽  
Public Communication ◽  
Focus Group Interviews ◽  
Content Type ◽  
Group Interviews ◽  
Media Mix

PurposeThe purpose of this paper is to gain insight into the content, format and evaluation of printed public communication from police officers and governments regarding home burglary prevention in Belgium.Design/methodology/approachThe content and format in this paper is analyzed through content analysis of 104 printed communication pieces in the Belgian province of Flemish‐Brabant in 2005. The evaluation is analyzed through five focus group interviews among professionals and common citizens.FindingsThe paper finds that police zones significantly differ in terms of communication efforts. The media mix is not diverse with poor collaboration between police officers and government information officers, while intermediaries (i.e. architects) are rarely used, culminating in poor targeted communication.Research limitations/implicationsThe paper shows that only printed communication is analyzed and more large‐scale empirical research is desired.Practical implicationsThe paper shows that a richer media mix, more targeted communication, more national communication support and additional dialogue between and training of police officers and communication with professionals are advisable.Originality/valueThis paper combines two empirical studies and methods (content analysis and focus group interviews), resulting in a series of recommendations for further inquiry and future action.

scholarly journals A community arts programme for older people: an evaluation

2016 ◽  
Vol 20 (1) ◽  
pp. 22-28 ◽  
Author(s):  
Theodore Stickley ◽  
Ada Hui ◽  
Gary Souter ◽  
Danielle Mills
Keyword(s):  
Focus Group ◽  
Older People ◽  
Design Methodology ◽  
Community Arts ◽  
Focus Group Interviews ◽  
Community Based ◽  
Content Type ◽  
Social Stereotypes ◽  
The Arts ◽  
Group Interviews

Purpose – The purpose of this paper is to present an evaluation of a community-based arts programme for older people in Nottinghamshire. Design/methodology/approach – The evaluation was conducted using a combination of pre- and post-initiative quantitative questionnaires and qualitative focus group interviews. This paper focuses upon the findings from the focus groups. Findings – Participants reported feeling more positively about ageing and being more motivated to pursue new opportunities at the end of the programme. Five themes emerged from the focus group interviews, namely age and ageing, the finished product, new opportunities, aspirations and the future and personal benefits. These related to increased confidence, having greater creative expression, meaningful occupation and opportunities for socialisation. Social implications – The programme was found to be successful in helping individuals feel more positive about their age, to feel more confident and motivated, to engage with others through mutual creativity, as well as to challenge negative social stereotypes of older people. Originality/value – The paper will be of relevance and value to those working with older people and those with an interest in the arts. This evaluation demonstrates the diversity of the older population with older citizen’s voices being at the heart of the programme.

scholarly journals Unpacking differences in psychological contracts of organizational and self-initiated expatriates

2017 ◽  
Vol 5 (1) ◽  
pp. 93-108 ◽  
Author(s):  
Kate Yue Zhang ◽  
Bart Rienties
Keyword(s):  
Focus Group ◽  
Psychological Contract ◽  
Psychological Contracts ◽  
Focus Group Interviews ◽  
Cultural Training ◽  
Content Type ◽  
Group Interviews ◽  
Practical Implications

Purpose Global staffing has remained a main focus within the field of international human resource management (IHRM) since the 1970s. However, research in the psychological contract (PC) of expatriates is limited. The purpose of this paper is to explore the differences in PC breach and violation for organisational expatriates and self-initiated expatriates (SIEs). Design/methodology/approach A survey questionnaire was developed covering 52 organisational expatriates and 119 SIEs from 35 countries/regions working in China. Four follow-up focus group interviews including four organisational expatriates and 12 SIEs were conducted to further explain the findings of the survey. Findings The findings indicate that organisational expatriates experience significantly lower levels of PC breach and violation than SIEs. Three broad thematic areas arose from the triangulation of focus group interviews, including uncertainties in functioning of contracts, differences in job securities and career development opportunities, and cultural differences. Practical implications Employers should give a comprehensive orientation and cultural training to meet the needs of SIEs. Moreover, long-term career advancement paths should also be provided to SIEs to alleviate their vulnerability and insecurities working abroad. Originality/value The study contributes to the scholarship of self-initiated expatriation and PCs and give implications to IHRM strategies.

Customer perceptions of quality – a study in the SPA industry

2016 ◽  
Vol 28 (6) ◽  
pp. 657-675 ◽  
Author(s):  
Yvonne Lagrosen ◽  
Stefan Lagrosen
Keyword(s):  
Cluster Analysis ◽  
Factor Analysis ◽  
Focus Group ◽  
Service Quality ◽  
Exploratory Factor Analysis ◽  
Focus Group Interviews ◽  
Content Type ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Group Interviews

Purpose The purpose of this study is to explore dimensions of customer perceptions of factors important for a quality experience in the SPA industry and to assess service quality implications for these dimensions. Design/methodology/approach The empirical study involved seven Swedish SPA hotels. The first part was qualitative, consisting of seven focus-group interviews with hotel guests. In addition, service providers’ perceptions of customer quality were collected through seven quality cafés. The qualitative parts were analysed with the constant comparative technique from the grounded theory approach. Based on the findings from the interviews, a questionnaire was delivered to 400 randomly accessed women. The responses were analysed with exploratory factor analysis and cluster analysis. Findings The focus-group interviews showed that the customers’ perception of quality could be expressed in the following dimensions: physical effects, mental effects, pleasure and flexibility. The dimensions for customer quality seen from the staff’s perspective were treatments, climate and the SPA facility itself. The exploratory factor analysis defined the following underlying factors: enjoyment, treatments, practicality, fitness, cost and calm. The cluster analysis resulted in four groups of customer profiles: the more of everything group, the enjoyers, the savers and the fitness freaks. Research limitations/implications A limitation is that the study has only been carried out in one country. The main implication for research is a better understanding of quality dimensions and perceptions of service quality in the SPA industry. Practical implications The study provides a comprehensive insight into the dimensions of quality for SPA visitors. Moreover, four distinct groups of customers have been identified. This knowledge should be useful for SPA managers. Originality/value Only limited amounts of research have previously been carried out in the SPA industry. The paper provides a framework depicting perceptions of quality dimensions in SPA hotels.

Edible insects and young adults in a north-east Italian city an exploratory study

2016 ◽  
Vol 118 (2) ◽  
pp. 318-326 ◽  
Author(s):  
Stefania Balzan ◽  
Luca Fasolato ◽  
Serena Maniero ◽  
Enrico Novelli
Keyword(s):  
Young Adults ◽  
Focus Group ◽  
Sample Survey ◽  
Exploratory Research ◽  
Edible Insects ◽  
Focus Group Interviews ◽  
Major Barrier ◽  
Content Type ◽  
Group Interviews ◽  
Promotional Strategies

Purpose – The purpose of this paper is to explore the readiness of young Italian people to consume insects and the psychosocial determinants associated with edible insect consumption, in order to evaluate whether insect-based food could be an alternative food source. Design/methodology/approach – An explorative study was conducted, using focus group interviews as the technique for data collection. In total, 32 consumers, aged 20-35 years took part in five focus group interviews. Findings – Significant determinants comprised appearance, farming and sustainability. Participants’ willingness to eat insect-based food is dependent on the form in which the products are presented to them. Crustaceans were frequently mentioned as a comparison in terms of distaste. Lack of practice in preparation was a major barrier to consumption. To expand consumption participants suggested an active role for public health institutions. Even though with some uncertainty, there are some people prepared to consume insects. Research limitations/implications – Due to the restricted size of the sample survey, the findings are considered as exploratory research. Further investigation is required among other young adults in order to delineate promotional strategies. Originality/value – There is a lack of information regarding the willingness to consume edible insects in Italy. Due to the restricted size of the sample survey, the findings are considered as exploratory research. Further investigation is required among other young adults in order to delineate promotional strategies.

scholarly journals Green Across the Board: Board Games as Tools for Dialogue and Simplified Environmental Communication

2020 ◽  
Vol 51 (5) ◽  
pp. 632-652
Author(s):  
Kristoffer S. Fjællingsdal ◽  
Christian A. Klöckner
Keyword(s):  
Focus Group ◽  
Environmental Communication ◽  
Future Research ◽  
Board Game ◽  
Focus Group Interviews ◽  
Board Games ◽  
Group Interviews ◽  
Sustainability Problems ◽  
Game Board ◽  
Environmental Simulations

Background. Board games are a promising, yet rarely used arena for learning about environmental issues. Existing research suggests that they are highly innovative communication tools that make complex sustainability problems more salient and easily understandable. To date, little to no research exists where several environment-themed board games have been compared in a single study. Method. 17 respondents were invited to board game nights where they were tasked to play an environmental board game of their choosing. The respondents were then invited to participate in subsequent focus group interviews about their gameplay experience and learning outcomes. Results. 5 focus group interviews were transcribed and subjected to a qualitative thematic analysis, revealing 2 main themes; the first revolving around board games as simplified environmental simulations and the second revolving around the players’ perceptions of their own impact on the game board. Conclusion. Our results suggest that board games can be highly effective tools in some aspects of environmental communication. Limitations of the study and suggestions for future research are discussed.

Wellness branding: insights into how American and Finnish consumers use wellness as a means of self-branding

2019 ◽  
Vol 28 (4) ◽  
pp. 462-474 ◽  
Author(s):  
Miia Grénman ◽  
Ulla Hakala ◽  
Barbara Mueller
Keyword(s):  
Focus Group ◽  
Consumer Research ◽  
Design Methodology ◽  
Research Literature ◽  
The Self ◽  
Focus Group Interviews ◽  
Content Type ◽  
The Usa ◽  
Group Interviews ◽  
Care Culture

Purpose The purpose of this paper is to examine wellness as a means of self-branding. The phenomenon is addressed through the introduction of a new concept – wellness branding – and by identifying those wellness practices that are currently most valued. Design/methodology/approach A series of focus group interviews were conducted in the USA and Finland. Altogether, 12 discussion sessions (N = 57) were carried out, 6 in each country. Findings Both wellness and self-branding represent current forms of identity and lifestyle construction and self-promotion. Moreover, they represent an entrepreneurial view of the self, which emphasizes self-governance. The findings indicate that wellness has moved beyond the merely physical dimension, to significantly involve emotional/mental, spiritual, social and intellectual aspects. This further strengthens the transformational nature of wellness and the increasing need for balancing one’s life in order to reach one’s optimal self. The logic of wellness branding involves the creation of one’s optimal, balanced self while communicating it to others. Research limitations/implications This paper makes insightful contributions to the branding literature by broadening the scope of self-branding to a new and timely context. The paper further adds to the consumer research literature by addressing wellness as a form of transformative consumption and an essential part of the current self-care culture. Originality/value To the authors’ knowledge, this paper is the first to discuss self-branding in the context of wellness, introducing a new concept of wellness branding, thus offering a novel area for research.

scholarly journals Threats and physical violence in female-dominated workplaces in times of an economic crisis

2020 ◽  
Vol 13 (4) ◽  
pp. 377-392
Author(s):  
Hjördís Sigursteinsdóttir ◽  
Guðbjörg Linda Rafnsdóttir ◽  
Thorgerður Einarsdóttir
Keyword(s):  
Focus Group ◽  
Economic Crisis ◽  
Workplace Violence ◽  
Physical Violence ◽  
Well Being ◽  
Focus Group Interviews ◽  
Spreading Effect ◽  
Content Type ◽  
Work Related ◽  
Group Interviews

PurposeThe recent global economic crisis affected workplaces in many countries, raising questions about the employees' situation. While most work-related studies in times of crises focus on job loss and unemployment, this study analyzes workplace violence in the wake of the 2008 economic crisis among municipal employees within care and education.Design/methodology/approachMixed method approach was used for data collection; longitudinal online surveys and focus group interviews were used.FindingsThe prevalence of workplace violence increased between the three time points of the study, in particular in downsized workplaces. A higher proportion of employees working in care were exposed to threats and physical violence than employees in education as clients of employees in care services were more likely to lash out against employees due to cutbacks in services. Focus groups interviews indicated that the causes of increased workplace violence may be due to a spreading effect both from within and outside the workplace.Practical implicationsAs workplace violence can have serious consequences for the health and well-being of employees, it is important for those who have responsibility for the work environment and occupational health in the workplace to design policies that take these findings into account.Originality/valueBased on the mixed methods, longitudinal survey and focus group interviews, this study contributes to knowledge on workplace violence in times of economic crises. It shows that the prevalence of workplace violence increased not only directly after the economic collapse but also continued up to five years later.

scholarly journals Understanding Chinese consumers' safety perceptions of dairy products: a qualitative study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shalamujiang Maitiniyazi ◽  
Maurizio Canavari
Keyword(s):  
Food Safety ◽  
Focus Group ◽  
Dairy Products ◽  
Qualitative Content Analysis ◽  
Chinese Consumers ◽  
Focus Group Interviews ◽  
Content Type ◽  
Representative Sampling ◽  
Safety Issues ◽  
Group Interviews

PurposeDairy products are an essential part of a healthy diet, and dairy is an emerging food industry in China. Meanwhile, the dairy industry is one of the “disaster zones” with quality and safety issues occurring more frequently in its supply chain than in others. Based on qualitative research focused on consumers in the Northwest and South of China, the present study aims to understand and provide information on consumer perception of food safety in dairy products.Design/methodology/approachNine focus group interviews were carried out from January to April 2018. Altogether, 61 participants (24 males, 37 females, aged 18–60 years) were recruited in four cities. Qualitative content analysis of the data was conducted using Nvivo version 11.4.0.FindingsA high concern with the safety of dairy products is widespread, particularly among participants with children, who are especially worried about the safety of dairy products. High prevalence of food safety incidents causes consumers to lower their confidence in food safety, and make them pay more attention to the news about food safety incidents. Consumers tend to become less sensitive to price, focusing more on food safety and quality, while purchasing dairy products. Brand and purchase venue are the most important indicators for consumers to determine the quality of dairy products. Safety certification becomes increasingly important.Research limitations/implicationsIt has some limitations. The focus group interviews covered different two regions (Northwest and South of China). However, the number of focus groups was limited to nine because of budget constraints. The participants come from Northwest and South of the country, which means that the findings may not apply for another area of the country. A more representative sampling with a larger sample size would be necessary to increase the validity of the study. However, the results can serve as input for further research.Originality/valueThis paper explores the Chinese consumers' perception of food safety and dairy products, consumers' behaviour concerning dairy products based on focus group interviews with consumers. This study offers valuable insights to members of academia, food suppliers and policy-makers.

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