Hospitable Non-verbal Staff Behaviour as a Means to Create Value to Customers

2021 ◽  
Vol 7 (1) ◽  
pp. 60-73
Author(s):  
R. Pijls ◽  
B. H. Groen ◽  
W. A. Termaat
Keyword(s):  
Data Collection ◽  
Service Providers ◽  
Swimming Pool ◽  
The Public ◽  
Service Characteristics ◽  
Observable Behaviour ◽  
Service Environments ◽  
Employee Characteristics ◽  
Concrete Service ◽  
Practical Implications

Background and aim: Service providers need to be competent in the provision of hospitality. However, the question is, how to operationalize the experience of hospitality? Existing literature shows limited concrete service characteristics that lead to a hospitable experience in service environments. This article presents user-centred research into human-related aspects that influence the hospitality experience of guests. Methods/methodology: Four case studies were performed in a public swimming pool and a catering setting. Due to COVID-19 restrictions, in three of the four cases, regular customers of the organizations were approached by email and asked to rate the importance of behaviours related to hospitable service. In the case of the public swimming pool, part of the data was collected prior to closing of the pool, allowing data collection via survey, on site or via email, depending on visitors’ preferences. Results: The results show which non-verbal employee characteristics contribute to the distinctive factors of hospitality, especially observable behaviour. The factors ‘modest appearance’ and ‘representative appearance’ seem to be of medium importance, and the factor ‘paralanguage’ seems to be the least important factor. Practical implications: This article shows that it is possible to identify concrete characteristics of employee behaviour that people associate with hospitality.

scholarly journals Integrating perspectives: proposal for the analysis of work as a multifaceted phenomenon

2018 ◽  
Vol 25 (1) ◽  
pp. 65-83 ◽  
Author(s):  
Renato Koch Colomby ◽  
Andrea Poleto Oltramari ◽  
Maria Beatriz Rodrigues
Keyword(s):  
Data Collection ◽  
Design Methodology ◽  
Research Process ◽  
Single Source ◽  
Content Type ◽  
Future Studies ◽  
The Public ◽  
Qualitative And Quantitative ◽  
The One ◽  
Practical Implications

Purpose The purpose of this paper is to analyze the phenomenon of work from eight different and subsidiary perspectives: physiological, cultural, spiritual, ideological, economic, political, legal and psychosocial. Design/methodology/approach This study is based on an exploratory quantitative survey with a probability sample composed of 407 cases. The bibliographic review resulted from several readings about the phenomenon of work and the impacts arising from these different perspectives. Findings The analysis of the data collected confirmed that the meaning and the sense of work are multifaceted. The authors also found that work is an important source of reflection and learning in people’s life. The research instrument promoted thinking and analysis of the participants’ careers. The research process resulted in mutual and interactive learning of investigators and investigation. Research limitations/implications The data collection came from a single source: a written questionnaire. This limits the scope of the data and raises interpretative discussion concerning the contents of the answers. For future reference, the authors suggest to complement it with different techniques of data collection, associating qualitative and quantitative approaches. Practical implications The main contributions of the paper are, on the one hand, the effort of synthetizing and recording eight different categories of analysis of the multiple and possible meanings of work, which were elaborated using the available literature, and on the other hand, to understand and analyze those categories using the perception of a numerically meaningful sample of the public, coming from different backgrounds. Social implications The purpose of this paper is to propose a guideline for future studies so that they could choose with increased awareness the initial perspectives at the basis of the analyses. This study could encourage continuity and provide greater incentives on this increasingly relevant subject. Originality/value After analyzing the data, it was acknowledged that work cannot be seen from a single perspective, but it must be viewed in its multifaceted character and sense. The published material on the meanings of work usually focuses on specific professions and careers, the authors argue that this fact limits the scope of perspectives and interpretations of the phenomenon.

scholarly journals KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN PENCACATAN SIPIL KOTA DENPASAR DI TENGAH SITUASI PANDEMI COVID-19

2021 ◽  
pp. 61-71
Author(s):  
Ni Nyoman Ariani ◽  
Anak Agung Putu Sugiantiningsih ◽  
Moch. Noor
Keyword(s):  
Data Collection ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Government Policies ◽  
The Public ◽  
Direct Observations ◽  
Data Collection Process ◽  
Service Standards

Many people have adapted to the situation of covid-19 outbreak including public service providers. Government policies to prevent the spread of COVID-19 have an impact on public service standards implemented by the service providers. Regarding this matter, this study was conducted to analyze the quality of the service provided by Civil Registry Office of Denpasar during covid-19 pandemic. Interviews and direct observations were carried out to collect data. In this data collection process, five questions were given to six informants at this Office. The results of this study show that any declines in terms of the quality of the public services provided by this Office are not identified.

scholarly journals WEBSITE PROMOTION AND PROTECTION OF INTELLECTUAL PROPERTY

2019 ◽  
Vol 11 (2) ◽  
pp. 1-20
Author(s):  
David López Jiménez
Keyword(s):  
Intellectual Property ◽  
Property Rights ◽  
Intellectual Property Rights ◽  
Service Providers ◽  
Self Regulation ◽  
Public And Private ◽  
The Public ◽  
Spanish Law ◽  
Practical Implications ◽  
Spanish Legislation

Purpose – The aim of this article is to analyse actions to promote websites that can violate intellectual property rights, in other words, copyright and the rights of online commercial brands.  Methodology/approach/design – An analysis of Spanish legislation on intellectual property rights. Findings – Service providers that advertise on Internet deploy increasingly aggressive advertising formats which, on occasions, violate intellectual property rights. Spanish law on brands and unfair competition provides effective tools to sanction the various types of infraction that occur on Internet. This legislation could also be supported by industry self-regulation. Practical implications – The analysis in this article can be of considerable use to all actors who operate in this setting (society, and the public and private sectors). Originality/value – This article analyses the infractions that occur in advertising in relation to meta-labels and online links.

Strategi Humas Partai Gerindra dalam Membangun Citra Partai pada Pemilu 2014

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Rialdo Rezeky ◽  
Muhammad Saefullah
Keyword(s):  
Data Collection ◽  
Public Relations ◽  
Media Relations ◽  
Executive Board ◽  
The Public ◽  
Community Or ◽  
The Subject ◽  
Main Components ◽  
The Right ◽  
Participatory Observation

The approach of this research is qualitative and descriptive. In this study those who become the subject of research is an informant (key figure). The subject of this study is divided into two main components, consisting of internal public and external public that is from the Board of the Central Executive Board of Gerindra Party, Party Cadres, Observers and Journalists. The object of this research is the behavior, activities and opinions of Gerindra Party Public Relation Team. In this study used data collection techniques with interviews, participatory observation, and triangulation of data. The results of this study indicate that the Public Relations Gerindra has implemented strategies through various public relations programs and establish good media relations with the reporters so that socialization goes well. So also with the evaluation that is done related to the strategy of the party. The success of Gerindra Party in maintaining the party’s image in Election 2014 as a result of the running of PR strategy and communication and sharing the right type of program according to the characteristics of the voting community or its constituents.Keywords: PR Strategy, Gerindra Party, Election 2014

Determinan Kejadian Stunting Pada Balita Di Kabupaten Gianyar Bali

2020 ◽  
Vol 10 (2) ◽  
Author(s):  
Hesteria Friska Armynia Subratha ◽  
Ni Made Indra Peratiwi
Keyword(s):  
Data Collection ◽  
Service Providers ◽  
Information Provision ◽  
Pilot Project ◽  
Z Score ◽  
Enabling Factors ◽  
Analysis Process ◽  
Health Service Providers ◽  
Reinforcing Factors ◽  
Qualitative Descriptive

ABSTRAKPenurunan prevalensi stunting balita merupakan tujuan yang pertama dari enam tujuan dalam Target Nutrisi Global untuk tahun 2025. Program pemerintah dalam penanggulangan masalah gizi pada balita sudah cukup banyak dan terstruktur. Namun, pada kenyataannya kasus kejadian balita stunting masih banyak dijumpai. Pada Kabupaten Gianyar terdapat 22,2% balita stunting, dan merupakan salah satu kabupaten yang menjadi pilot project penanganan stunting di Indonesia.Penelitian ini bertujuan untuk mengetahui secara mendalam determinan kejadian stunting pada balita di Kabupaten Gianyar, Bali  ditinjau dari faktor presdiposisi, faktor pemungkin dan faktor penguat. Penelitian deskriptif kualitatif ini menggunakan metode pengumpulan data observasi dan wawancara mendalam. Pengumpulan data dilaksanakan pada Bulan Mei-Juni 2020. Subyek penelitian ini adalah 8 pengasuh balita (usia 6-60 bulan) dan balita (usia 6-60 bulan) yang memiliki z-score TB/U di bawah -2SD di Kabupaten Gianyar. Proses analisis data menggunakan analisis data tematik.Hasil penelitian menunjukkan bahwa faktor yang berhubungan dengan kejadian stunting adalah adalah faktor pendorong (pengetahuan ibu, pemberian ASI Eksklusif), faktor pemungkin (ketersediaan dana, ketersediaan pangan keluarga), faktor penguat (dukungan keluarga).Semua petugas kesehatan agar memberikan informasi yang memadai mengenai pentingnya gizi pada balita sedini mungkin. Pemberian informasi dapat diberikan melalui penyuluhan kepada remaja, ibu-ibu selama hamil, nifas dan saat menyusui sewaktu ibu kunjungan ANC, mengikuti kelas ibu hamil, datang ke pusling, dan pada waktu ibu berkunjung ke posyandu. Kata Kunci       : Determinan, Stunting, Gianyar  ABSTRACTDecreasing the children stunting prevelence is the first of the sixth 2005 Global Nutrition Target goals. There were a lot and structured government prevention program regarding to the infants nutritional problems. However, in fact,  there were still found 22,2% infants stunting problems in Gianyar Regency. It was one of regencies that become a pilot project of stunting  countermeasures in Indonesia.This study aimed to determine the Gianyar Regency inftants stunting determinants in terms of precipitating factors, enabling factors and reinforcing factors. This was qualitative descriptive research with observation and in-depth interviews applied as and the data collection methods. Data collection was carried out over May-June 2020. The subjects of this research were 8 infant’s caregivers (6-60 months old) and infants (6-60 months old) who had a TB / U z-score below -2SD in Gianyar Regency. The data analysis process applied thematic data analysis.The results found that the factors associated with stunting occurrence were predisposing factors (knowledge, exclusive breastfeeding), enabling factors (funds availability, family food availability) and reinforcing factors (family support).All health service providers should provide adequate information as early as possible about the nutrition importance for infants. Information provision could be given by counseling to adolescents, mothers during pregnancy, childbirth and while breastfeeding on ANC mothers visit, attend pregnancy classes, visitting clinic and when mothers visit the Integrated Healthcare Center. Keywords         : Determinants, Stunting, Gianyar

Shapeholders: managing them as allies, partners and significant constituents

2017 ◽  
Vol 45 (5) ◽  
pp. 41-48 ◽  
Author(s):  
Oleksiy Osiyevskyy ◽  
Vladyslav Biloshapka
Keyword(s):  
Business Models ◽  
Social Activism ◽  
Business Success ◽  
Content Type ◽  
Building Relationships ◽  
The Public ◽  
Short Run ◽  
Common Interests ◽  
The Subject ◽  
Practical Implications

Purpose The authors review the concept of building relationships with Shapeholders,: a broad group of players that have no financial stake in the company yet can substantively influence it. The process for doing this is the subject of a new book by Mark Kennedy, Shapeholders: Business success in the age of social activism. Design/methodology/approach The authors examine Mark Kennedy’s framework for managing the firm’s shapeholders, a model composed of seven basic steps (7A’s): Align with a purpose, Anticipate, Assess, Avert, Acquiesce, Advance common interests, and Assemble to win. Findings Managing corporate reputation in alliance with enlightened shapeholders is a potential defense against self-aggrandizing schemes to wantonly maximize shareholder value in the short run. Practical implications Managing shapeholders is part of the messy democratic process that works when power is apportioned fairly among those affected by a firm’s decisions, and this process underpins the winning business models of true market leaders. Social implications Stakeholders previously discredited as mere “mosquitos” have gained new power, particularly when their legitimate concerns and unfair treatment resonate with the interests of a significant segment of the public and influential shapeholders. Originality/value Shapeholders can create enormous opportunities for smart managers capable of effectively engaging with them.

Autonomous vehicles: a review of the ethical, social and economic implications of the AI revolution

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shweta Banerjee
Keyword(s):  
Artificial Intelligence ◽  
Autonomous Vehicles ◽  
Design Methodology ◽  
Technological Advancement ◽  
Economic Implications ◽  
Content Type ◽  
The Public ◽  
Autonomous Cars ◽  
The Subject ◽  
Practical Implications

PurposeThere are ethical, legal, social and economic arguments surrounding the subject of autonomous vehicles. This paper aims to discuss some of the arguments to communicate one of the current issues in the rising field of artificial intelligence.Design/methodology/approachMaking use of widely available literature that the author has read and summarised showcasing her viewpoints, the author shows that technology is progressing every day. Artificial intelligence and machine learning are at the forefront of technological advancement today. The manufacture and innovation of new machines have revolutionised our lives and resulted in a world where we are becoming increasingly dependent on artificial intelligence.FindingsTechnology might appear to be getting out of hand, but it can be effectively used to transform lives and convenience.Research limitations/implicationsFrom robotics to autonomous vehicles, countless technologies have and will continue to make the lives of individuals much easier. But, with these advancements also comes something called “future shock”.Practical implicationsFuture shock is the state of being unable to keep up with rapid social or technological change. As a result, the topic of artificial intelligence, and thus autonomous cars, is highly debated.Social implicationsThe study will be of interest to researchers, academics and the public in general. It will encourage further thinking.Originality/valueThis is an original piece of writing informed by reading several current pieces. The study has not been submitted elsewhere.

User categories of mobile travel services

2014 ◽  
Vol 5 (1) ◽  
pp. 17-30 ◽  
Author(s):  
Niklas Eriksson
Keyword(s):  
Online Survey ◽  
Service Providers ◽  
Mobile Services ◽  
Individual Characteristics ◽  
Online Data ◽  
Content Type ◽  
Travel Services ◽  
Online Data Collection ◽  
Barriers To Use ◽  
Practical Implications

Purpose – This study aims to identify user categories of mobile travel services and analyze the differences between the categories based on individual characteristics, the individuals' perceived barriers to use internet-/mobile services during a trip and the individuals' preferred channel strategies. Design/methodology/approach – An extensive online survey in Finland was conducted to collect the data and a cluster analysis is used to identify the user categories. Findings – The study indicates that there are four user categories of mobile travel services: “info-seekers”, “checkers”, “bookers” and “all-rounders” and one group of “non-users”. Research limitations/implications – Due to the online data collection method and the self-selective process, the sample may be biased towards respondents finding electronic travel services important. It would be of value to conduct similar studies on a representative sample of the total population of different countries. Practical implications – The identified categories can be seen as consumer segments for which travel service providers can target mobile services. Originality/value – This study contributes with a categorization of mobile travelers and provides insights on the diffusion of mobile travel services.

scholarly journals The problems of increasing transparency on uncertainty

2017 ◽  
Vol 27 (2) ◽  
pp. 131-138 ◽  
Author(s):  
Magda Osman ◽  
Amanda J. Heath ◽  
Ragnar Löfstedt
Keyword(s):  
Decision Making ◽  
Disease Prevention ◽  
Prevention And Control ◽  
Scientific Evidence ◽  
European Medicines Agency ◽  
Scientific Process ◽  
The Public ◽  
And Control ◽  
Current Guidelines ◽  
Practical Implications

Public regulators (such as European Food Safety Authority, European Medicines Agency, and European Centre for Disease Prevention and Control) are placing increasing demands on scientists to make uncertainties about their evidence transparent to the public. The stated goal is utilitarian, to inform and empower the public and ensure the accountability of policy and decision-making around the use of scientific evidence. However, it is questionable what constitutes uncertainty around the evidence on any given topic, and, while the goal is laudable, we argue the drive to increase transparency on uncertainty of the scientific process specifically does more harm than good, and may not serve the interests of those intended. While highlighting some of the practical implications of making uncertainties transparent using current guidelines, the aim is to discuss what could be done to make it worthwhile for both public and scientists.

Reducing transportation emissions

2016 ◽  
Vol 23 (3) ◽  
pp. 674-703 ◽  
Author(s):  
Henrik Pålsson ◽  
Ola Johansson
Keyword(s):  
Service Providers ◽  
Freight Transportation ◽  
Industrial Sector ◽  
Content Type ◽  
Logistics Service Providers ◽  
Minor Influence ◽  
Transportation Emissions ◽  
Reduce Emissions ◽  
The Impact ◽  
Practical Implications

Purpose – The purpose of this paper is to examine the intention of companies to reduce transportation emissions by 2020 and the barriers and the discriminating factors that affect the reduction. Design/methodology/approach – A literature review identified potential logistical and technical actions and their barriers, and discriminating factors for reducing transportation emissions. A survey of freight transport-intensive industries in Sweden examined the effects of, intention for implementation of and barriers to 12 actions to reduce CO2 emissions from freight transportation. In total, 172 logistics managers responded, representing a response rate of 40.3 per cent. Findings – Logistics service providers (LSPs) and freight owners are likely to reduce a considerable amount of CO2 emissions from freight transportation by 2020 using a combination of actions. The lowest level of confidence was for reducing CO2 emissions by changing logistics structures, while there was greater confidence by means of operational changes. The actions have few barriers, but there is often a combination of barriers to overcome. Three discriminating factors influence the intention of a firm to reduce transportation emissions: perceived potential, company size and LSP/freight owner. The industrial sector of a freight owner has minor influence. Companies that are particularly likely to reduce emissions are LSPs, large companies, and those that perceive a large reduction potential. Research limitations/implications – Logistical and technical barriers appear to hinder companies from implementing actions, while organisational barriers and external prerequisites do not. Barriers cannot be used to predict companies’ intentions to reduce transportation emissions. The authors examined the impact of three discriminating factors on reduction of transportation emissions. The research is based on perceptions of well-informed managers and on companies in Sweden. Practical implications – The findings can be used by managers to identify firms for benchmarking initiatives and emissions-reducing strategies. Originality/value – The study provides insights into intended CO2 reductions in transportation by 2020. It presents new knowledge regarding barriers and discriminating factors for implementing actions to reduce transportation emissions.

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