Examining the relative role of CSR activity and service experience on cruise customers’ behavior

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiseon Ahn ◽  
Shiwen Lu
Keyword(s):  
Service Industry ◽  
Relative Role ◽  
Physical Quality ◽  
Service Experience ◽  
Content Type ◽  
Revisit Intention ◽  
Proposed Model ◽  
The Usa ◽  
Staff Behavior ◽  
The Impact

Purpose In the service industry, corporate social responsibility (CSR) is considered a strategic valuable resource. Although previous studies emphasized CSR activities in the service industry, a limited number of studies have examined the combined effect with the service experience. Thus, this study aims to examine the potential antecedents of cruise customers’ positive responses toward the cruise company. Design/methodology/approach The proposed model includes CSR activities, service experiences, satisfaction and revisit intention. The model is tested using samples of cruise customers from the USA. Tests of the proposed model produce significant results for path coefficients from two-dimensional service experience (i.e. physical quality and staff behavior) and not from CSR activities (i.e. environmental and philanthropic). Findings Hypothesis testing indicates that among cruise customers, perceived physical quality and staff behavior are more relevant for creating satisfaction and revisit intention than environmental and philanthropic CSR support. Research limitations/implications The results provide important implications for scholars concerning the effects of CSR activities on customer behavior for efficaciously managing customers’ positive experience with facilities and employees. Originality/value There has been a paradigm shift in the cruise industry. The recent trend shows an increasing number of cruise businesses leading to intense competition. Yet, researchers have not adequately examined the impact of service experience and CSR experience simultaneously. Thus, this study contributes to the existing CSR literature by identifying the important determinants of cruise customers’ behavior.

A quality system’s impact on the service experience

2017 ◽  
Vol 37 (12) ◽  
pp. 1817-1839 ◽  
Author(s):  
Jeffery Smith ◽  
Sidney Anderson ◽  
Gavin Fox
Keyword(s):  
Service Quality ◽  
Social Systems ◽  
Theory And Practice ◽  
Service Experience ◽  
Content Type ◽  
Proposed Model ◽  
The Social ◽  
Two Samples ◽  
The Impact ◽  
Integrated Service

Purpose The purpose of this paper is to examine the interplay between technical and social systems within an organization that potentially affect the service experience, as perceived by end customers. Design/methodology/approach The paper explores the potential impact of an integrated service quality system on the service experience. A conceptual model is presented, accompanied by a detailed development of the hypotheses. Two samples (Study 1: n=474, Study 2: n=225) of consumers are used to empirically test the proposed model. Findings The analysis reveals the impact a technical system has on employees’ inherent abilities (i.e. the social system), which, in turn, affect the overall assessment by customers. Additionally, the situation in which an employee works (i.e. operating environmental conditions) results in differences in the model. Research limitations/implications This paper’s main implication is this paper employs established theory to develop a model that is empirically tested to show that implementing and maintaining a quality-oriented service system can positively influence the overall customer experience. The limitations are based primarily on the methodology in which individual employees assessed all aspects of both the social and technical systems. Practical implications Managers should be diligent in their design and implementation of the quality components as these affect the work setting in which employees operate. Originality/value Prior research has neither explored an integrated service quality system’s impact on the service experience nor employed an established theoretical framework. This work accomplishes both with the results providing contributions to both theory and practice.

An empirical examination of the impact of tri-dyadic fit on the service experience

2016 ◽  
Vol 27 (3) ◽  
pp. 299-319 ◽  
Author(s):  
Sidney T. Anderson ◽  
Jeffery S. Smith
Keyword(s):  
Design Methodology ◽  
Empirical Examination ◽  
Service Experience ◽  
Content Type ◽  
Method Effect ◽  
Proposed Model ◽  
Managerial Implications ◽  
The Impact ◽  
Triadic Relationship ◽  
Practical Implications

Purpose – The purpose of this paper is to investigate the customer’s perception of customer-firm, customer-employee, and employee-firm fit and to assess how these fits impact the service experience. Design/methodology/approach – The paper looks at the impact of fit on the service experience and focusses on three specific types of dyadic fit: customer-employee; customer-firm; and employee-firm. A conceptual model is presented, accompanied by a detailed development of the hypotheses. A sample of 447 consumers is used to empirically test the proposed model. Findings – The analysis reveals the importance of fit and suggest a triadic relationship perspective is essential when designing for the service experience. Specifically, employee-firm fit is key to enhancing fit within the other dyads and providing a superior service experience. Research limitations/implications – The main implication is that this paper expands the investigation of fit by examining the interplay of multiple fits while also exploring how they affect the customer experience. The limitations are based primarily on methodology where the use of a survey to collect data rules out potential generalizations of true cause and effect while also potentially being subject to a common method effect. Practical implications – Managers should consider adopting a triadic relationship perspective when designing for the service experience. A number of managerial implications are proposed and discussed. Originality/value – Prior research has not explored the impact of fit among the customer-employee, customer-firm, and employee-firm dyads in one model on an important outcome such as the service experience. In addition, to show that customer-employee, customer-firm, and employee-firm dyadic fits are predictors of the service experience is novel.

Assessment of lean-green practices on the sustainable performance of hotel supply chains

2019 ◽  
Vol 31 (6) ◽  
pp. 2448-2467 ◽  
Author(s):  
Matloub Hussain ◽  
Raid Al-Aomar ◽  
Hussein Melhem
Keyword(s):  
Supply Chain ◽  
Supply Chains ◽  
Service Industry ◽  
Measurement Model ◽  
Content Type ◽  
Sustainable Performance ◽  
Proposed Model ◽  
Green Practices ◽  
Lean And Green ◽  
The Impact

Purpose The purpose of this paper is to empirically assess the impact of integrated lean and green practices on the sustainable (environmental, economic and social) performance of a hotel supply chain. Design/methodology/approach Literature review and previous exploratory studies were used to develop a hypothesized model that characterizes the integrated lean and green (LeGreen) impact on supply chain sustainability. A case study of a large sample of the UAE hotels is used to collect and analyze empirical data, validate the measurement model and test study hypotheses using structural equation modeling (SEM). Findings The results showed that three major lean techniques (Kaizen, quality and productive maintenance) and three green techniques (health and safety, waste disposal and green certifications) have substantial impact on the sustainable performance of hotel supply chains. Further results revealed that LeGreen impacts are complementary. Lean techniques have the highest impact on the economic performance of the hotel supply chain and the least impact on the environmental performance. Green practices, on the other hand, have opposite impacts. Research limitations/implications Although the study findings may vary in different contexts, study methodology and measurement model can be adapted to assess the LeGreen impact on the sustainable performance of hotel supply chains, as well as other service industries such as banking and health care. Practical implications The proposed assessment model is expected to be of great value toward the effective implementation of LeGreen practices across hotel supply chains in the UAE and globally. The study findings also provide guidelines for practitioners within the hospitality sector to undertake the proposed model and to adapt it for assessing and enhancing sustainable performance in other sectors of the service industry. Originality/value There is a growing emphasis by practitioners and academics on measuring the impact of LeGreen on the sustainable performance of service supply chains. However, the assessment of LeGreen impacts within the context of a hotel supply chain remains unexplored with a scarcity of comprehensive assessment frameworks. This study aims to fulfill this gap in literature and provide directions for researchers to expand the proposed model and to further analyze the integrated lean-green impact on the sustainability of supply chains of hotels and the service industry.

The influence of team psychological safety on team knowledge creation: a study with French and American engineering teams

2019 ◽  
Vol 23 (6) ◽  
pp. 1157-1175 ◽  
Author(s):  
Peter Cauwelier ◽  
Vincent Michel Ribiere ◽  
Alex Bennet
Keyword(s):  
Knowledge Creation ◽  
Team Learning ◽  
Psychological Safety ◽  
Mixed Method Research ◽  
Content Type ◽  
Engineering Teams ◽  
Proposed Model ◽  
The Usa ◽  
Improved Performance ◽  
The Impact

Purpose This paper aims to explore the impact of team psychological safety and team learning on the creation of team knowledge. When teams engage in learning, their interactions contribute to improved performance. Very little research evaluates whether the learning also creates new knowledge related to the task or the team itself. Design/methodology/approach The proposed model is evaluated through a mixed method research design around a team problem-solving experiment. Task- and team-related team mental models are elicited using concept mapping and questionnaires and are measured before and after the experiment. The model is evaluated in engineering teams from the USA and France. Findings The findings confirm the proposed model; team psychological safety and team learning positively impact team knowledge creation for both task- and team-related knowledge. Originality/value This research has theoretical, methodological and practical implications. The team psychological safety model is expanded, team learning is evaluated from the team interactions instead of members’ self-assessments and team knowledge is measured dynamically. Developing team psychological safety and creating team learning opportunities positively impacts the team’s knowledge.

The impact of labor freedom on geographic cost of living differentials

2017 ◽  
Vol 6 (3) ◽  
pp. 385-395
Author(s):  
Richard Cebula ◽  
James E. Payne ◽  
Donnie Horner ◽  
Robert Boylan
Keyword(s):  
Labor Market ◽  
State Level ◽  
The State ◽  
Annual Data ◽  
Significant Finding ◽  
Cost Of Living ◽  
Content Type ◽  
The Usa ◽  
The Cost ◽  
The Impact

Purpose The purpose of this paper is to examine the impact of labor market freedom on state-level cost of living differentials in the USA using cross-sectional data for 2016 after allowing for the impacts of economic and quality of life factors. Design/methodology/approach The study uses two-stage least squares estimation controlling for factors contributing to cost of living differences across states. Findings The results reveal that an increase in labor market freedom reduces the overall cost of living. Research limitations/implications The study can be extended using panel data and alternative measures of labor market freedom. Practical implications In general, the finding that less intrusive government and greater labor freedom are associated with a reduced cost of living should not be surprising. This is because less government intrusion and greater labor freedom both inherently allow markets to be more efficient in the rationalization of and interplay with forces of supply and demand. Social implications The findings of this and future related studies could prove very useful to policy makers and entrepreneurs, as well as small business owners and public corporations of all sizes – particularly those considering either location in, relocation to, or expansion into other markets within the USA. Furthermore, the potential benefits of the National Right-to-Work Law currently under consideration in Congress could add cost of living reductions to the debate. Originality/value The authors extend the literature on cost of living differentials by investigating whether higher amounts of state-level labor market freedom act to reduce the states’ cost of living using the most recent annual data available (2016). That labor freedom has a systemic efficiency impact on the state-level cost of living is a significant finding. In our opinion, it is likely that labor market freedom is increasing the efficiency of labor market transactions in the production and distribution of goods and services, and acts to reduce the cost of living in states. In addition, unlike previous related studies, the authors investigate the impact of not only overall labor market freedom on the state-level cost of living, but also how the three sub-indices of labor market freedom, as identified and measured by Stansel et al. (2014, 2015), impact the cost of living state by state.

Policy and institutions facilitating entrepreneurial spin-offs: USA, Asia and Europe

2014 ◽  
Vol 3 (2) ◽  
pp. 186-196 ◽  
Author(s):  
Rosa Caiazza ◽  
David Audretsch ◽  
Tiziana Volpe ◽  
Julie Debra Singer
Keyword(s):  
Institutional Setting ◽  
Policy Debate ◽  
Content Type ◽  
Factors Affecting ◽  
Institutional Settings ◽  
The Usa ◽  
New Perspective ◽  
National Analysis ◽  
The Impact ◽  
Cross National

Purpose – Existing work documents the role that institutional setting plays in the process of spin-off creation. However, despite decades of studies, scholars have not clearly explained why some regions are more involved in spin-off activity than others. Drawing from institutional theory, the purpose of this paper is to compare different institutional settings identifying factors affecting the general environment capability to support spin-off activity of a specific region. Design/methodology/approach – The authors utilize a cross-national analysis of American, Asian, and European areas identifying factors affecting their different rate of spin-off activity. This study contributes to the policy debate concerning entrepreneurship and how best to spur spin-off activities. Findings – In this paper, the authors identify the general and specific factors that explain the cross-national diversity in spin-off creation. The authors then perform an analysis of the impact of these factors in various regions of the USA, Asia, and Europe, providing evidence for the necessity of specific combinations of these factors. Originality/value – The paper offers a new perspective on the causes of spin-offs through a cross-national analysis of many areas around the world.

Mcdonald’s versus Vikram Bakshi

2021 ◽  
Vol 11 (4) ◽  
pp. 1-27
Author(s):  
Nitin Pangarkar ◽  
Neetu Yadav
Keyword(s):  
Emerging Markets ◽  
Multinational Corporations ◽  
Service Industry ◽  
Executive Development ◽  
Content Type ◽  
Academic Level ◽  
Quick Service ◽  
Term Performance ◽  
The Impact

Learning outcomes The case illustrates the challenges of managing JVs in emerging markets. specifically, after going through the case, students should be able to: i.Analyze the contexts in which firms need to form JVs and evaluate this need in the context of emerging markets such as India; ii.Understand how multinational corporations can achieve success in emerging markets, specifically the role of strategic (broader than the product) adaptation in success; iii.Evaluate the impact of conflict between partners on the short-term and long-term performance of a JV; and iv.Create alternatives, evaluate each alternative’s pros and cons, and recommend appropriate decisions to address the situation after a JV unravels and the organization is faced with quality and other challenges. Case overview/synopsis McDonald’s, the global giant in the quick service industry, entered India in 1993 and formed two JVs in 1995 one with Vikram Bakshi (Connaught Plaza Restaurants Ltd or CPRL) to own and operate stores in the northern and eastern zones, and another with Amit Jatia (Hardcastle Restaurants Private Limited or HRPL) to own and operate stores in the western and southern zones. Over the next 12 years, both the JVs made steady progress by opening new stores while also achieving better store-level metrics. Though CPRL was ahead of HRPL in terms of the number of stores and total revenues earned in 2008, the year marked the beginning of a long-running dispute between the two partners in CPRL, Bakshi and McDonald’s. Over the next 11 years, Bakshi and McDonald’s tried to block each other, filed court cases against each other and also exchanged recriminations in media. The feud hurt the performance of CPRL, which fell behind HRPL in terms of growth and other metrics. On May 9, 2019, the feuding partners reached an out-of-court settlement under which McDonald’s would buy out Bakshi’s shares in CPRL, thus making CPRL a subsidiary. Robert Hunghanfoo, who had been appointed head of CPRL after Bakshi’s exit, announced a temporary shutdown of McDonald’s stores to take stock of the current situation. He had to make a number of critical decisions that would impact the company’s performance in the long-term. Complexity academic level MBA, Executive MBA and executive development programs. Supplementary materials Teaching Notes are available for educators only. Subject code CSS 11: Strategy.

Are atheist consumers less ethical? Investigating the role of religiosity and atheism on consumer ethics

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Denni Arli ◽  
Tuyet-Mai Nguyen ◽  
Phong Tuan Nham
Keyword(s):  
Consumer Ethics ◽  
Intrinsic Religiosity ◽  
Content Type ◽  
Ethical Behaviors ◽  
Segmentation Analysis ◽  
Study Results ◽  
Unethical Behaviors ◽  
The Usa ◽  
Using Data ◽  
The Impact

Purpose There is a perception that non-religious consumers are less ethical than religious consumers. Studies found prejudices against atheists around the world and assumed that those who committed unethical behavior were more likely to be atheists. Hence, first, the purpose of this study is to investigate the effect of consumers’ intrinsic religiosity, extrinsic religiosity and atheism on consumers’ ethical beliefs. Second, this study attempts to segment consumers and identify differences between these segments. Design/methodology/approach Using data from 235 study participants in the USA and 531 in Vietnam. Subsequently, a two-step cluster approach was used to identify segments within these samples. Findings The study results show consumers’ intrinsic religiosity negatively influences all consumers’ unethical beliefs. Similarly, atheism also negatively influences all consumers’ unethical beliefs. This study also complements other studies exploring consumer ethics in developing countries. In addition, the segmentation analysis produced unique segments. The results from both samples (USA and Vietnam) indicated that non-religious consumers are less likely to accept various unethical behaviors compared to religious consumers. Religious consumers are not necessarily more ethical and atheism consumers are not necessarily less ethical. In the end, are implications for business ethics, religious and non-religious leaders on how to view the impact of beliefs on consumer ethical behaviors. Originality/value This is one of the first few studies investigating the impact of atheism on consumer ethics. The results of this study further extend the knowledge of study in consumer ethics by comparing consumers’ religiosity and atheism.

Performance measurement and resource sharing among business sub-units in the presence of non-discretionary factors

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rita Shakouri ◽  
Maziar Salahi
Keyword(s):  
Resource Sharing ◽  
Content Type ◽  
Development Level ◽  
Proposed Model ◽  
Decision Making Unit ◽  
Efficiency Estimation ◽  
Overall Efficiency ◽  
And Performance ◽  
The Right ◽  
The Impact

Purpose This paper aims to apply a new approach for resource sharing and efficiency estimation of subunits in the presence of non-discretionary factors and partial impacts among inputs and outputs in the data envelopment analysis (DEA) framework. Design/methodology/approach First, inspired by the Imanirad et al.’s model (2013), the authors consider that each decision-making unit (DMU) may consist of several subunits, that each of which can be affected by non-discretionary inputs. After that, the Banker and Morey’s model (1996) is used for modeling non-discretionary factors. For measuring performance of several subunits, which can be considered as DMUs, the aggregate efficiency is suggested. At last, the overall efficiency is computed and compared with each other. Findings One of the important features of proposed model is that each output in this model applies discretionary input according to its need; therefore, the result of this study will make it easier for the managers to make better decisions. Also, it indicates that significant predictions of the development of the overall efficiency of DMUs can be based on observing the development level of subunits because of the influence of non-discretionary input. Therefore, the proposed model provides a more reasonable and encompassing measure of performance in participating non-discretionary and discretionary inputs to better efficiency. An application of the proposed model for gaining efficiency of 17 road patrols is provided. Research limitations/implications More non-discretionary and discretionary inputs can be taken into consideration for a better analysis. This study provides us with a framework for performance measures along with useful managerial insights. Focusing upon the right scope of operations may help out the management in improving their overall efficiency and performance. In the recent highway maintenance management systems, the environmental differences exist among patrols and other geotechnical services under the climate diverse. Further, in some cases, there might exist more than one non-discretionary factor that can have different effects on the subunits’ performance. Practical implications The purpose of this paper was to measure the performance of a set of the roadway maintenance crews and to analyze the impact of non-discretionary inputs on the efficiency of the roadway maintenance. The application of the proposed model, on the one hand, showed that each output in this model uses discretionary input according to its requirement, and on the other hand, the result showed that meaningful predictions of the development of the overall efficiency of DMUs can be based on observing the development level of subunits because of the impact of non-discretionary input. Originality/value Providing information on resource sharing by taking into account non-discretionary factors for each subunit can help managers to make better decisions to increase the efficiency.

Impact of Salesperson Behaviour on Customers Equity in Super Market

2021 ◽  
Vol 14 (1) ◽  
pp. 113-122
Author(s):  
Raju Bhai Manandhar
Keyword(s):  
Social Impact ◽  
Sampling Technique ◽  
Service Experience ◽  
Customer Perception ◽  
Need For Uniqueness ◽  
Revisit Intention ◽  
Impact Theory ◽  
Quasi Experimental ◽  
Management Students ◽  
The Impact

Service marketing focuses on service encounter stimuli, such as the servicescape, employee interactions, the core service, and other customers. The studies that have focused on other customers’ role as a social component of the service environment have led to the development of a comprehensive measure of other customer perception. Thus, based on the social impact theory, attraction theory and the theory of uniqueness, the study analysed the effect of Other Customer Perception (OCP), Need for Uniqueness (NFU and their interaction on service experience and revisit intention by employing a scenario-based quasi-experimental research design with a sample of 127 job holder postgraduate management students using convenient sampling technique. The study employed MANOVA GLM model and concludes that while the impact of consumers’ perceptions of other customers’ similarity does influence service experience of the customers, demonstrating that not only the restaurant itself, but also the entities in the surrounding network such as other customers have an impact on service experience and their revisit intention. Therefore, other customer effect, which works as a basis for service experience and revisit intention, should not be neglected when designing the surroundings in restaurant settings.

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