Assessing the future of housekeeping operations in Dubai’s five-star hotel industry – room for innovation?

2014 ◽  
Vol 6 (4) ◽  
pp. 352-361 ◽  
Author(s):  
Angela Anthonisz
Keyword(s):  
Organizational Culture ◽  
Competitive Advantage ◽  
Customer Service ◽  
Ownership Structure ◽  
Hotel Industry ◽  
White Paper ◽  
Success Factor ◽  
Structured Interviews ◽  
Content Type ◽  
The Future

Purpose – The purpose of this paper is to evaluate the need for innovation as a means of competitive advantage in the housekeeping (HK) department of five-star hotels in Dubai and consider how the nature of the industry in the region provides particular challenges. Design/methodology/approach – An initial White Paper produced by Amadeus served as the stimulus to conduct a preliminary literature review of innovation in the field of hospitality. The application of innovation was then considered via a content analysis of web sites in Dubai to identify potential candidates for interview. Semi-structured interviews were conducted with Senior Housekeeping Executives in two internationally recognized chain hotels in Dubai to better understand whether there is a need for innovation, what types of innovation are important within these HK departments and understand the potential challenges confronting senior managers in fostering innovative practices. Findings – The key results of this study provide interesting insights into the problems of developing and managing innovation within HK operations, highlighting the issues that exist as potential barriers to innovation in terms of the organizational culture and the ownership structure within the industry in Dubai. The research also highlights the fact that much of the innovation introduced within the HK department is focused on utilization of technology and is very much “output”-orientated in terms of improving customer service and creating operational efficiencies. Research limitations/implications – The paper profiles the potential problems confronting the HK department when it comes to identifying and adopting innovation. The paper also highlights the ever-changing nature of the organizational culture and the ownership structure in the five-star hotel industry in Dubai as a critical influence in terms of the perceived importance of innovation as a success factor for the future. Originality/value – The study is the first in a series of research papers that explores the relationship between key stakeholders in the hospitality industry in Dubai as the customer demand alters and they try to identify and implement innovative ideas and concepts that provide return on investment, increased customer satisfaction, sustainability and competitive advantage. It is the first paper that identifies the context and the current internal and external environments and the drivers within the industry in Dubai (five-star) hotels with a particular focus on 2020. This is within an industry that is showing evidence of change management within the customization of the hotel build and specification, and within the adaption of IT, but is looking for innovation within the application of ideas into industry processes.

The role of organizational culture in the knowledge management process

2015 ◽  
Vol 19 (3) ◽  
pp. 433-455 ◽  
Author(s):  
Christina Ling-hsing Chang ◽  
Tung-Ching Lin
Keyword(s):  
Organizational Culture ◽  
Knowledge Management ◽  
Customer Service ◽  
Survey Methodology ◽  
Cultural Dimensions ◽  
Content Type ◽  
Knowledge Resources ◽  
Positive Effects ◽  
Wide Range ◽  
The Individual

Purpose – The purpose of the study is to focus on the enhancement of knowledge management (KM) performance and the relationship between organizational culture and KM process intention of individuals because of the diversity of organizational cultures (which include results-oriented, tightly controlled, job-oriented, closed system and professional-oriented cultures). Knowledge is a primary resource in organizations. If firms are able to effectively manage their knowledge resources, then a wide range of benefits can be reaped such as improved corporate efficiency, effectiveness, innovation and customer service. Design/methodology/approach – The survey methodology, which has the ability to enhance generalization of results (Dooley, 2001), was used to collect the data utilized in the testing of the research hypotheses. Findings – Results- and job-oriented cultures have positive effects on employee intention in the KM process (creation, storage, transfer and application), whereas a tightly controlled culture has negative effects. Research limitations/implications – However, it would have been better to use a longitudinal study to collect useful long-term data to understand how the KM process would be influenced when organizational culture dimensions are changed through/by management. This is the first limitation of this study. According to Mason and Pauleen (2003), KM culture is a powerful predictor of individual knowledge-sharing behavior, which is not included in this study. Thus, this is the second limitation of this paper. Moreover, national culture could be an important issue in the KM process (Jacks et al., 2012), which is the third limitation of this paper for not comprising it. Practical implications – In researchers’ point of view, results- and job-oriented cultures have positive effects, whereas a tightly controlled culture has a negative effect on the KM process intention of the individual. These findings provide evidences that challenge the perspective of Kayworth and Leidner (2003) on this issue. As for practitioners, management has a direction to modify their organizational culture to improve the performance of KM process. Social implications – Both behavioral and value perspectives of the organizational cultural dimensions (results-oriented, tightly control, job-oriented, sociability, solidarity, need for achievement and democracy) should be examined to ascertain their effects firstly on KM culture and then on the KM process intention of the individual. It is hoped that the current study will spawn future investigations that lead to the development of an integrated model which includes organizational culture, KM culture and the KM process intention of the individual. Originality/value – The results-oriented, loosely controlled and job-oriented cultures will improve the effectiveness of the KM process and will also increase employees’ satisfaction and willingness to stay with the organization.

Integrating wearable technology products and big data analytics in business strategy

2019 ◽  
Vol 21 (2) ◽  
pp. 255-275 ◽  
Author(s):  
Bishwajit Nayak ◽  
Som Sekhar Bhattacharyya ◽  
Bala Krishnamoorthy
Keyword(s):  
Health Insurance ◽  
Technology Adoption ◽  
Competitive Advantage ◽  
Customer Service ◽  
Product Innovation ◽  
Dynamic Capabilities ◽  
Technology Policy ◽  
Wearable Technology ◽  
Content Type ◽  
Technology Products

Purpose This study aims to explore the impact of the adoption of wearable technology products for Indian health insurance firms. It identifies the key dynamic capabilities that health insurance firms should build to manage big data generated by wearable technology so as to attain a competitive advantage. Design/methodology/approach A qualitative exploratory study using in-depth personal interviews with 53 Indian health insurance experts was conducted with a semi-structured questionnaire. The data were coded using holistic and pattern codes and then analyzed using the content analysis technique. The findings were based on the thematic and relational intensity analysis of the codes. Findings An empirical model was established where all the propositions were strongly established except for the moderate relationship between wearable technology adoption and product innovation. The study established the nature of the interaction of variables on technology policy, organizational culture, strategic philosophy, product innovation, knowledge management and customer service quality with wearable technology adoption and also ascertained its influence on firm performance and competitive advantage. Research limitations/implications From a dynamic capabilities perspective, this study deliberates on wearable technology adoption in the health insurance context. It also explicates the relationship between the variables on technology policy, organizational culture, strategic philosophy, product innovation, knowledge management and customer service quality with wearable technology adoption on firm performance. Originality/value This study is one of the first studies to add the context of wearable technology and health insurance to the existing body of knowledge on dynamic capabilities and sustainable competitive advantage for the service sector. It would help existing and prospective players in adopting or setting up appropriate business models.

Repositioning the customer support services: the next frontier of competitive advantage

2020 ◽  
Vol 54 (7) ◽  
pp. 1787-1804 ◽  
Author(s):  
Jagdish Sheth ◽  
Varsha Jain ◽  
Anupama Ambika
Keyword(s):  
Competitive Advantage ◽  
Customer Service ◽  
Support Services ◽  
Conceptual Approach ◽  
Content Type ◽  
Profit Center ◽  
Support Unit ◽  
Customer Support ◽  
Cost Center ◽  
New Framework

Purpose This paper aims to analyze the present status of customer support services (CSS) and advocate the re-positioning of support services from an administrative cost center to a strategic profit center. Authors demonstrate how customer support or after sales services can be a source of competitive advantage and revenue generation for firms. Design/methodology/approach The study adopts a conceptual approach grounded in theoretical foundations of service dominant logic, customer loyalty and customer centricity along with practical illustrations from the industry. Findings Following the tenets of theory, review of existing research and analysis of the industry practices, the authors propose a new framework to enable the repositioning of customer service function. The key propositions include establishing customer support as separate business unit and insights center, introducing a new role of a C-level chief customer support officer to lead the customer support unit, adopting a customer-centric culture and process, enabling frontline IT support and investing in frontline employee skills development. Research limitations/implications Academics should examine the potential of customer support, where the strategic importance is low at present, leading to customer dissatisfaction. The new approach and positioning of customer support calls for a new direction for research in this area focusing on enablers, challenges and further implications. To succeed in this competitive era, firms should be conscious of the value of customer service and undertake concrete actions to generate value for all stakeholders. Practical implications Industry can use the new framework and re-position CSS of the organizations. The CSS unit can be different from other business units in the organizations. The CSS would evolve and emerge from the live customer insights. CSS unit can be managed by the C level chief CSS officer. Customer-centric culture would be developed and front line processes can be made customer-oriented by the officer. Thus, this paper and framework would provide new customer-centric directions to the organizations for effective functioning. Originality/value This is the original piece that has emerged from the experience and expertise of the authors.

The moderating role of remote work in the relationship between organizational culture and OCB: case studies from the financial sector

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zoltán Krajcsák ◽  
Anita Kozák
Keyword(s):  
Organizational Culture ◽  
Organizational Citizenship Behavior ◽  
Financial Sector ◽  
Three Dimensions ◽  
Citizenship Behavior ◽  
Remote Work ◽  
Structured Interviews ◽  
Home Office ◽  
Content Type ◽  
Study Approach

PurposeThe purpose of this article is to show how remote working affects employees' organizational citizenship behavior (OCB).Design/methodology/approachThe authors conducted research on organizations in the financial sector, as this segment was able to easily adapt to the challenges of remote working and teleworking. They used the case study approach: they analyzed organizational documents and management communications related to crisis management back to March 2020, when the pandemic started in Hungary, and conducted semi-structured interviews with managers and subordinates.FindingsThe results highlighted that the dominant organizational culture determines the effects of remote working on OCB. In organizations with a dominant market culture, OCB has changed the least because of the home office, with only a decline in the dimension of civic virtue. In organizations with a dominant clan culture, conscientiousness decreased, while the other three dimensions increased. The dominant hierarchy culture reacted the most unfavorably, excluding the dimension of courtesy, as all dimensions decreased.Originality/valueThe study shows how the pandemic and working in home office have changed the dimensions of OCB in different organizational cultures.

Enterprise education: pre-service further education teachers' impressions and aspirations

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Peter Tiernan ◽  
Jane O’Kelly
Keyword(s):  
Teacher Education ◽  
Further Education ◽  
Initial Teacher Education ◽  
Research Approach ◽  
Structured Interviews ◽  
Content Type ◽  
Education Data ◽  
Enterprise Education ◽  
The Future ◽  
Constant Comparative Analysis

PurposeThe purpose of this paper is to examine the attitudes and impressions of pre-service Further Education teachers towards enterprise education. It also looks at the potential impact on their future teaching practices and aspirations. This study builds on the literature in this area by bringing a teacher education focus and by providing views from the underserved further education sector.Design/methodology/approachA qualitative research approach was used to evaluate pre-service further education teachers' understanding of and attitudes towards, enterprise education. Data were collected through semi-structured interviews with 15 students in their final year of an initial teacher education degree.FindingsFindings emerged through constant comparative analysis of interview transcripts. These findings indicate that exposure to enterprise education greatly increased understanding of its importance and relevance, while also encouraging pre-service further education teachers to recognise the benefits of incorporating enterprise education into their classrooms of the future.Originality/valueWhile there is an array of literature on entrepreneurship and enterprise education outside of business contents, very few studies exist, which examine enterprise education in an initial teacher education context. Fewer still examine enterprise education from the perspective of further education. This study provides a unique qualitative view of pre-service further education teachers' impressions of enterprise education and their aspirations for the future.

Service innovation in the hotel industry: the dynamic capabilities view

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Babak Ziyae ◽  
Hossein Sadeghi ◽  
Maryam Golmohammadi
Keyword(s):  
Dynamic Capabilities ◽  
New Technology ◽  
Hotel Industry ◽  
Service Innovation ◽  
Innovation Process ◽  
Snowball Sampling ◽  
Structured Interviews ◽  
Content Type ◽  
Human Labor ◽  
It Training

Purpose Consistent with the dynamic capabilities view tenets, this paper aims to conceptualize a theoretical framework of service innovation in the hotel industry. Design/methodology/approach This study uses a qualitative method with a content analysis approach. The data were collected using a snowball sampling method and semi-structured interviews with 14 experts in Tehran's hotel industry. Findings The findings demonstrate that the most significant factors are using the new technology, keeping up with it, training human labor, being up-to-date and adopting new infrastructures. Results also reveal that improper management and lack of knowledge are the most critical factors behind service innovation failure in the hotel industry. Regarding the infrastructures needed to develop service innovation in the hotel industry, the results show that adopting the newest technology in diverse aspects, human infrastructure, the capital and appropriate space and place are the key factors. Originality/value This paper contributes to the literature by linking the service innovation perspective to the dynamic capabilities view. It explains how hotels can enhance service innovation to gain a competitive advantage. Therefore, both academicians and hoteliers can develop action plans by selecting and managing the service innovation process.

Use balanced scorecard for measuring competitive advantage of infrastructure assets of state-owned ports in Indonesia

2018 ◽  
Vol 37 (2) ◽  
pp. 114-126 ◽  
Author(s):  
Nurdjannah Hamid
Keyword(s):  
Data Collection ◽  
Competitive Advantage ◽  
Balanced Scorecard ◽  
Asset Management ◽  
Mediation Effect ◽  
Structured Interviews ◽  
Average Growth ◽  
Content Type ◽  
Holistic Understanding ◽  
The Relationship

Purpose The purpose of this paper is to analyze the balanced scorecard (BSC) for measuring the competitive advantage of infrastructure assets of state-owned port in Indonesia: Pelindo IV, Makassar, Indonesia. Design/methodology/approach This investigation adopts an explanatory and exploratory qualitative case study method to analyze the effectiveness of the BSC over the strategy management processes. For data collection, the researchers used semi-structured interviews, direct observation and document collection. Data collection was made for a six-month period, which allowed deep knowledge to be gained of the culture and management methods used in Pelindo IV Makassar Branch. Other data collected refer to the company’s documentation and reporting of online media publications. Detailed interview data were the main data sources, allowing the authors to obtain a detailed and holistic understanding of the experience, opinions, and attitudes of the interviewees. Interviews focus on asset management to determine the relationship between various factors. This study adopts an ideal BSC principle (four perspectives) in order to develop a strategic map for infrastructure assets of Pelindo IV. Findings The results showed that the management performance of Pelindo IV in the financial sector over the next five years was expected to increase by 3.5 times with the business profit reaching an amount of Rp.1.64 trillium in 2017. In the next five years, the target of the customer’s perspective set was zero complaints and zero claim with waiting time meeting the ideal standard, which is a maximum of one-hour service, and the number of containers were expected to witness an average growth of 30 percent per year; the growth ship traffic visit history showed that the flow of goods increased by 4 percent and the number of passengers was targeted to grow up to 30 percent. A historical growth rate of 6 percent was also expected both for the human resources and personnel scout. Originality/value In this paper, the Sobel test was used to test the significance of a mediation effect and balanced scorecard was used for measuring competitive advantage of infrastructure assets of state-owned ports in Indonesia. Previously, no research has been undertaken to examine the relationship between the location of the study and competitive advantage of infrastructure assets in the context of PELINDO IV, Makassar branch, Indonesia.

An exploration of female underrepresentation on executive boards in the Dutch hotel industry through an ethical lens

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Diane Lereculey-Péran ◽  
Angelique Lombarts ◽  
David William Brannon
Keyword(s):  
Hotel Industry ◽  
Feminist Perspective ◽  
Governance Structures ◽  
Corporate Boards ◽  
Structural Barriers ◽  
Anglo Saxon ◽  
Structured Interviews ◽  
Content Type ◽  
Family And Work ◽  
Executive Boards

PurposeThis paper elucidates female underrepresentation on executive boards in the Dutch hotel industry through a “feminist” stakeholder perspective, which persists despite public opinion and government initiatives to resolve this enigma. It contributes to this discussion by examining Rhenish governance structures through a “feminist” stakeholder-focused rationale, complementing prevailing Anglo-Saxon shareholder-focused governance research.Design/methodology/approachEleven in-depth, semi-structured interviews were conducted with hotel executive board representatives and five with sublevel management representatives. Saturation was achieved by interviewing all females on Dutch hotel corporate boards regarding their career experiences compared with those of female general managers and male counterparts.FindingsThis paper finds a prevailing “masculinist” perspective of an idealized shareholder-orientated executive and a “feminist” perspective of a humanized stakeholder-orientated executive expressed within the interviews. While the former sacrifices family for their career, the latter balances their family with their career. The former fosters presupposed gender norms, with females commonly sacrificing their careers while males sacrifice their families. Notably, most executives predominantly supported the humanized stakeholder-orientated executive, while recognizing that micro-, meso- and macro-structural barriers remain.Originality/valueThis paper addresses a lacuna in the ethical literature in exploring female executive representation in Rhenish stakeholder-focused governance structures, as opposed to Anglo-Saxon shareholder-focused ones. It found a “masculinist” perspective of an idealized shareholder-focused executive archetype and a “feminist” perspective of a humanized stakeholder-focused executive archetype. Notably, contrary to perceived business norms, several interviewees rejected the former as it is incompatible with family and work, instead seeking the latter which balances between family and work.

Competitive advantage in algorithmic trading: a behavioral innovation economics approach

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ricky Cooper ◽  
Wendy L. Currie ◽  
Jonathan J.M. Seddon ◽  
Ben Van Vliet
Keyword(s):  
Competitive Advantage ◽  
Strategic Behavior ◽  
Behavioral Model ◽  
Internal Conflict ◽  
Algorithmic Trading ◽  
Competitive Advantages ◽  
Complex Environments ◽  
Structured Interviews ◽  
Organizational Survival ◽  
Content Type

PurposeThis paper investigates the strategic behavior of algorithmic trading firms from an innovation economics perspective. The authors seek to uncover the sources of competitive advantage these firms develop to make markets inefficient for them and enable their survival.Design/methodology/approachFirst, the authors review expected capability, a quantitative behavioral model of the sustainable, or reliable, profits that lead to survival. Second, they present qualitative data gathered from semi-structured interviews with industry professionals as well as from the academic and industry literatures. They categorize this data into first-order concepts and themes of opportunity-, advantage- and meta-seeking behaviors. Associating the observed sources of competitive advantages with the components of the expected capability model allows us to describe the economic rationale these firms have for developing those sources and explain how they survive.FindingsThe data reveals ten sources of competitive advantages, which the authors label according to known ones in the strategic management literature. We find that, due to the dynamically complex environments and their bounded resources, these firms seek heuristic compromise among these ten, which leads to satisficing. Their application of innovation methodology that prescribes iterative ex post hypothesis testing appears to quell internal conflict among groups and promote organizational survival. The authors believe their results shed light on the behavior and motivations of algorithmic market actors, but also of innovative firms more generally.Originality/valueBased upon their review of the literature, this is the first paper to provide such a complete explanation of the strategic behavior of algorithmic trading firms.

A grey DEMATEL approach to develop third-party logistics provider selection criteria

2016 ◽  
Vol 116 (4) ◽  
pp. 690-722 ◽  
Author(s):  
Kannan Govindan ◽  
Roohollah Khodaverdi ◽  
Amin Vafadarnikjoo
Keyword(s):  
Competitive Advantage ◽  
Customer Service ◽  
Financial Stability ◽  
Selection Criteria ◽  
Grey System Theory ◽  
Third Party ◽  
Main Role ◽  
Third Party Logistics ◽  
Grey System ◽  
Content Type

Purpose – Third-party logistics (3PL) plays a main role in supply chain management and, as a result, has experienced remarkable growth. The demand for 3PL providers has become a main approach for companies to offer better customer service, reduce costs, and gain competitive advantage. This paper identifies important criteria for 3PL provider selection and evaluation, and the purpose of this paper is to select 3PL providers from the viewpoint of firms which were already outsourcing their logistics services. Design/methodology/approach – This study utilized the grey decision-making trial and evaluation laboratory (DEMATEL) method to develop 3PL provider selection criteria. Because human judgments are vague and complicated to depict by accurate numerical values, the grey system theory is used to handle this problem. Findings – The findings revealed the structure and interrelationships between criteria and identified the main criteria for 3PL provider selection. The most important criteria for 3PL provider selection are on time delivery performance, technological capability, financial stability, human resource policies, service quality, and customer service, respectively. Practical implications – The paper’s results help managers of automotive industries, particularly in developing countries, to outsource logistics activities to 3PL providers effectively and to create a significant competitive advantage. Originality/value – The main contributions of this paper are twofold. First, this paper proposes an integrated grey DEMATEL method to consider interdependent relationships among the 3PL provider selection criteria. Second, this study is one of the first studies to consider 3PL provider selection in a developing country like Iran.

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