The myth of customer loyalty: why information and scale are more important during downturns

2015 ◽  
Vol 43 (6) ◽  
pp. 38-41
Author(s):  
Murali Kailasam ◽  
Winai Wongsurawat
Keyword(s):  
Information Technology ◽  
Customer Loyalty ◽  
Design Methodology ◽  
Service Providers ◽  
Alternative Tactics ◽  
Content Type ◽  
Information Advantage ◽  
Practical Implications

Purpose – The purpose of this article is to find out if a focus on promoting customer loyalty is a supplier’s best strategy for gaining significant immunity against customer desertions and business losses during recessions? And if not, what are the alternatives? Design/methodology/approach – The authors investigated how loyalty strategies played out in practice in the Indian IT-ITES industry (Information Technology – Information Technology Enabled Services) during the recent global downturn. Findings – Field interviews with executives of many of the major players in the industry revealed the weakness of their customer loyalty strategy and discovered some useful alternative tactics. Practical implications – Service providers that successfully navigated the rough recessionary waters relied not on loyalty but their superior information advantage. Originality/value – Field interviews suggest that hanging on to clients in a recession have less to do with investment in a loyalty strategy and more with the vendor’s superior capabilities – such as an information advantage, agile use of diverse competencies and scale–that enable it to offer the client a superior deal even in a painful business downturn.

A tabulation of information technology and consumer behavior in hospitality revenue management research

2020 ◽  
Vol 11 (3) ◽  
pp. 575-587
Author(s):  
Tevfik Demirciftci ◽  
ChihChien Chen ◽  
Mehmet Erdem
Keyword(s):  
Information Technology ◽  
Consumer Behavior ◽  
Revenue Management ◽  
Design Methodology ◽  
Service Providers ◽  
Business Environment ◽  
Content Type ◽  
The Past ◽  
Consumer Perspective ◽  
Practical Implications

Purpose The purpose of this paper is to present an overview of revenue management (RM) studies that focus on information technology (IT) and consumer behavior published between 2008 and 2018. Design/methodology/approach In total, 112 articles published in 17 journals were identified and analyzed. Findings This study shows the importance of IT and RM and focuses on the consumer perspective. It also emphasizes that technology is not the enemy of humans: it complements and adds value to their existing jobs. Research limitations/implications Book chapters and conference proceedings related to IT and RM were not included in this study. Besides, only journal papers published in English were included in the study. The categorizing of subjects can be seen as subjective. Practical implications This study helps researchers discover articles from 2008 to 2018 and helps hospitality executives interested in RM technologies from the demand side to use these findings in their business environment. Originality/value Based on the interaction between service providers (hotels) and users (consumers) on IT and RM platforms, the paper identified eight key components that have been relevant over the past decade.

Increasing customer loyalty to the firm

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Case Studies ◽  
Customer Loyalty ◽  
Design Methodology ◽  
Reading Time ◽  
Effective Communication ◽  
Cutting Edge ◽  
Loyalty Programs ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Businesses have scope to increase customer loyalty to the firm through the introduction of loyalty programs. Relevance of such programs to target consumers is critical and their overall impact can be enhanced through the use of effective communication. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

When service providers fail: outsourcing help and consumer attitudes

2018 ◽  
Vol 39 (5) ◽  
pp. 22-30
Author(s):  
Aaron Gazley ◽  
Hamish Simmonds
Keyword(s):  
Design Methodology ◽  
Service Providers ◽  
Home Country ◽  
Service Failure ◽  
Service Recovery ◽  
Content Type ◽  
Consumer Ethnocentrism ◽  
The Impact ◽  
Practical Implications ◽  
Delivery Channel

Purpose The purpose of this paper is to investigate the effect of outsourcing and offshoring on brand loyalty in a service recovery context. In addition, the effect that consumer ethnocentrism has on these relationships is examined. Design/methodology/approach An experiment was designed using a series of service recovery scenarios that manipulated whether the recovery effort was conducted by an in-house/outsourced or local/offshored party. Findings The study shows that while outsourcing service recovery within the home country has no effect on loyalty, outsourcing to an offshore location does. In addition, the effect of offshoring of loyalty is greater for consumers who hold ethnocentric tendencies. Practical implications This research suggests the need to consider the delivery channel of service recovery to recover a service failure and retain customer loyalty. The results show that outsourcing within a local country may be effective, but the risks associated with offshoring are much greater. Originality/value Despite previous attempts to understand outsourcing and offshoring in a range of service scenarios, their role in service recovery is not well understood. Similarly, the impact that ethnocentrism might have on this process is overlooked. This paper therefore responds to calls within business theory, practice and consults for further study in this under-researched area.

Roadmap to change: emerging roles for information professionals

2006 ◽  
Vol 55 (4) ◽  
pp. 267-277 ◽  
Author(s):  
Charles Obiora Omekwu ◽  
Uwem Eteng
Keyword(s):  
Information Technology ◽  
Knowledge Economy ◽  
Design Methodology ◽  
Information Service ◽  
Historical Knowledge ◽  
Organizational Survival ◽  
Content Type ◽  
Information Professionals ◽  
Information Work ◽  
Practical Implications

PurposeTo map out routes along which the library and information profession can chart its future development.Design/methodology/approachA literature‐based opinion piece which looks at “roadmaps to change” in library and information work from the historical, knowledge economy and information technology perspectives.FindingsChange is inevitable for organizational survival and the maintenance of professional relevance.Practical implicationsLibrarians and information professionals are by training positioned to continue to make a difference in information handling and management both now and in the future. The paper recommends the forms of repositioning that are vital for them if they are to continue to be relevant in information service delivery.Originality/valueNew and emerging roles for the profession are highlighted from various authors and authorities in the field.

Taking Cisco into a new era

2015 ◽  
Vol 31 (11) ◽  
pp. 1-3
Keyword(s):  
Information Technology ◽  
Design Methodology ◽  
Reading Time ◽  
Diverse Range ◽  
Business World ◽  
Content Type ◽  
New Era ◽  
Competitive Edge ◽  
Pertinent Information ◽  
Practical Implications

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – One of the most predictable things about today’s business world is its unpredictability. Hence, even the largest operators have to frequently evolve to retain their competitive edge. But that’s all in a day’s work for the folks at Cisco Systems. You don’t get to be world leader in any industry for nothing. So to achieve that position in such a competitive and rapidly changing sector as technology is perhaps even more remarkable. Since its inception in late 1984, the company has been driven by a desire to, in its own words, “connect the unconnected”. Few would argue that Cisco constantly achieves this objective. This innovative firm’s diverse range of customers have successfully navigated various shifts within communications and information technology thanks to its design, manufacture and supply of different groundbreaking solutions. Practical implications – The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Recruiting passionate job seekers for better performance

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jannifer Gregory David
Keyword(s):  
Information Technology ◽  
Design Methodology ◽  
Development Process ◽  
Human Resource Professionals ◽  
Job Seekers ◽  
Linear Modeling ◽  
Content Type ◽  
Job Searches ◽  
Practical Implications ◽  
Work Passion

PurposeThis research examines how job seekers' levels of harmonious work passion (HWP) and obsessive work passion (OWP) affect the importance job seekers place upon job and organizational elements in recruiting messages.Design/methodology/approachEmployees who had recently completed job searches read multiple recruiting messages and ranked the importance of different elements in the messages.FindingsGeneral linear modeling found statistical differences between the importance of recruiting message elements for participants with varying levels of HWP and OWP.Research limitations/implicationsThe participants were information technology, engineering and human resource professionals limiting the generalizability of these results to other professions.Practical implicationsRecruiters should vary the information in their recruiting messages depending on the levels of HWP and OWP they want to attract to their applicant pools.Originality/valueThis research adds harmonious and obsessive work passion to the constructs considered in the recruiting message development process.

HCL Technologies puts employees before customers

2014 ◽  
Vol 22 (1) ◽  
pp. 11-14
Keyword(s):  
Information Technology ◽  
Software Development ◽  
Design Methodology ◽  
Pole Position ◽  
Content Type ◽  
Grassroots Innovation ◽  
Percent Increase ◽  
Almost All ◽  
A Company ◽  
Practical Implications

Purpose – Reveals that, in an era when almost all businesses accept that the customer comes first, a company that is putting its employees in pole position is reaping the benefits in terms of innovation, customer satisfaction and profitability. Design/methodology/approach – Underlines the reasons for the employee first, customer second approach at HCL Technologies, the information-technology and software-development division of HCL Enterprise, how this has evolved into the corporate philosophy of “ideapreneurship” at the company and the effects of this corporate philosophy. Findings – Explains that grassroots innovation has led to 20,000 ideas being put forward by some 12,000 employees over the last eight years. Almost 4,500 ideas have been implemented and a further 3,000 are being introduced. They have generated more than $250 million of value. On a wider level, HCL has seen a 500 percent increase in revenues since 2005. Practical implications – Demonstrates that the company, a software-engineering partner for Boeing's 787 Dreamliner passenger jet, is delivering one of the best returns on equity among offshore IT providers by creating an entirely differentiated set of offerings focused both on running and changing the business. Originality/value – Reveals an unorthodox approach to human-resource management that has helped to turn round the fortunes of an information-technology company.

The democratization of intangible luxury

2019 ◽  
Vol 37 (6) ◽  
pp. 660-673 ◽  
Author(s):  
Zahy Ramadan
Keyword(s):  
Information Technology ◽  
Design Methodology ◽  
Service Providers ◽  
Digital Marketing ◽  
Technological Innovations ◽  
Consumer Experience ◽  
Content Type ◽  
Information Technology Security ◽  
Personalized Services ◽  
Exploratory Approach

Purpose The notion of luxury has changed due to the democratization and the fast adoption pace of intangible luxury service providers embedding voice-controlled assistants. In particular, Amazon’s Echo Look is expected to further democratize luxury services and consumer experience; indeed, this camera-based device acts as a personal consultant as it provides fashion advices based on the pictures of its users. Nonetheless, as the Echo Look proliferates the market, concerns around its potential disruption to the marketplace alongside usage-related issues, such as privacy, will arise. The paper aims to discuss these issues. Design/methodology/approach The research adopted an exploratory approach using elite interviewing. The sample included 17 experts in the fields of digital marketing, fashion consulting, information technology security and retailing. Findings The study pioneers the discussion on how interactive voice-activated assistant (IVA) devices can potentially outweigh concerns around safety and privacy through providing luxury-like personalized services. To that end, the Echo Look device was taken as the key example based on the unique features and benefits it provides to its users, namely, in being perceived as a personal fashion consultant. Originality/value The literature on intangible luxury based on IVA devices is still nascent. This study fills a considerable gap in the literature related to retailers’ technological innovations aimed at democratizing luxury-like personalized experiences.

Financing terrorism through cryptocurrencies – a danger for Europe?

2018 ◽  
Vol 21 (4) ◽  
pp. 513-519 ◽  
Author(s):  
Fabian Maximilian Johannes Teichmann
Keyword(s):  
Content Analysis ◽  
Design Methodology ◽  
Service Providers ◽  
Qualitative Content Analysis ◽  
Financial Service ◽  
Expert Interviews ◽  
Content Type ◽  
Intelligence Agencies ◽  
To Receive ◽  
Practical Implications

Purpose This purpose of this paper is to illustrate how terrorists finance their activities through cryptocurrencies. Design/methodology/approach A qualitative content analysis of 30 semi-standardized expert interviews with both illegal financial service providers and prevention experts developed understanding of the concrete techniques of financing terrorism through cryptocurrencies. Findings Terrorists could use Bitcoin to receive donations from their supporters. Research limitations/implications As the findings are based on semi-standardized interviews, they are limited to the perspectives of the 30 interviewees. Practical implications The identification of gaps in current prevention mechanisms is intended to provide legislators and intelligence agencies with insights into the operations of terrorism financers. Originality/value While the existing literature focuses simply on identifying areas that could play a role in financing terrorism, this paper describes concrete methods, taking both prevention and criminal perspectives into account.

What should services for people with autism look like?

2015 ◽  
Vol 1 (1) ◽  
pp. 41-46 ◽  
Author(s):  
Carol Povey
Keyword(s):  
Quality Of Life ◽  
Design Methodology ◽  
Service Providers ◽  
Autism Spectrum ◽  
Content Type ◽  
Individual Needs ◽  
Minimal Research ◽  
Practical Implications

Purpose – The purpose of this paper is to examine the key components and approaches which contribute to good autism services. Design/methodology/approach – This paper reviews some of the literature around quality of life in autism services and describes the approach taken by The National Autistic Society. Findings – There is minimal research to enable service providers to shape their services according to what is most important for people with autism. The SPELL framework used by The National Autistic Society provides an approach which can be adapted to individual needs. Good autism services need to be based on a sound and practical understanding of autism. Practical implications – People on the autism spectrum should be involved in determining what outcomes are most important to them, and services should then be based around those needs. Services therefore need to be individualised and person centred, underpinned by an in-depth knowledge and understanding of autism. Originality/value – This review highlights the importance of people being involved in determining what is important to them and how services which support them should be shaped and delivered.

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