Building a World-Class Service Organization

2021 ◽  
pp. 520-545
Author(s):  
Jochen Wirtz ◽  
Christopher Lovelock
2016 ◽  
pp. 596-607
Author(s):  
Jochen Wirtz ◽  
Christopher Lovelock

2015 ◽  
Vol 4 (1) ◽  
pp. 27-39
Author(s):  
E. John Heiser ◽  
Jeffrey K. Swallow

This case examines the use of appreciative inquiry by a multinational company to gain market differentiation by developing a world-class global service and technical support organization. Magnetrol International, Incorporated is a family-owned manufacturing company headquartered outside Chicago, Illinois USA, with manufacturing facilities in the US, Belgium, Brazil, China and the UAE. The purpose of the article is to demonstrate how the appreciative inquiry framework was used to drive innovation in the creation of a world-class global service organization through the use of positive discourse and employee engagement. Data was collected over a 5-month period including during two appreciative inquiry (AI) summits, one in the US and one in Belgium. The article seeks to demonstrate that positive discourse conducted in an inclusive environment can lead to positive, innovative action with an ensuing benefit of a more engaged, committed workforce.


Author(s):  
Lynda W. Warren ◽  
Jonnae C. Ostrom
Keyword(s):  

Author(s):  
Erna MacLeod

Cape Breton Island is a well-known North American tourism destination with long-standing attractions such as the Cabot Trail and more recently developed world-class offerings such as the Cabot Links Golf Course. Tourism contributes significantly to Cape Breton’s economy, particularly since the mid-20th century as traditional resource-based industries have declined. In the 21st century, culinary tourism has become increasingly important to expand the island’s tourism offerings and to provide “authentic” tourism experiences. This study examines local-food tourism in Cape Breton to illuminate its cultural and economic significance. I conducted interviews with food producers, restaurateurs, government representatives, and tourism executives. I also consulted websites and policy documents and compared local stakeholders’ experiences and perspectives with official tourism strategies. Promoting culinary tourism raises questions of power, autonomy, inclusion, and accountability. My study accentuates possibilities for aligning economic and ecological goals to create resilient communities, foster equitable social and ecological relations, and establish Cape Breton as a culinary tourism destination.


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