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This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation.

The proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management.

The proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception.

This paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately.

This study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature.

本论文建立一个理论模型, 以研究创新型服务对顾客满意度和行为意向的影响。随着服务创新逐渐成为产品科技创新的焦点, 本论文针对服务创新提出一个新的角度。

本论文采用审阅服务运营管理、服务创新、和酒店管理的关键理论和概念, 提出理论模型。

本论文提出的理论模型可以进行实际测试, 以检测酒店运营中服务创新相关的顾客满意度和行为意向。研究表明, 影响顾客满意度的因素有七个：创新性硬件因子、创新性人文因子、创新性功能性因子以影响顾客交易方面的满意度、复杂性、有意义性、新意、以及可负担度以决定整体顾客满意度。顾客期待是由社会因子、信息、知识、和其影响实际感官的需求、以及顾客期待和实际感知之间的差别。交易性满意度、整体满意度、和行为意向之间的关系能够全面解释顾客满意度, 其在感知前、中、和后的过程中。

本论文强调了创新性服务流程和顾客评价对服务创新的重要性。本论文综合文献给出服务创新的概念能够帮助从业人员找到有效影响顾客满意度和行为意向的关键因素。因此, 制定出配合运营管理中的营销策略。

本论文根据审视关键理论和相关文献, 提出了酒店运营中营销服务创新的顾客满意度关键因素。

The purpose of authentic assessment can enrich students with a set of skills that can have a significant impact on their employability. The key aim of these actions is to equip students with the practical skills to be work ready. The focus here is to demonstrate effects on student satisfaction and observations from teaching staff accrued over several semesters in an educational institution after introducing authentic assessments.

This paper used a set of scaffolded authentic assessments for students in logistics and supply chain management (LSCM). A combination of literature and expert input was used to design and implement the authentic assessment. A multi-phase systematic approach using cyclical model steps articulated the course learning outcomes (CLOs).

Reinforced evidence that authentic assessments create options for divergent learners and provide opportunities for applying practical and higher-order cognitive skills in tertiary education system of an emerging economy. With the focus on student ability in doing things, students with diversified backgrounds and abilities in Asia can be encouraged to take an active role in their own learning. The formats of the newly redesigned assessments allow multidimensional cognitive capabilities such as art development (posters and video tasks) and reflective exercises. Importantly, formative types of authentic assessments help to decrease the level of anxiety by emphasising the aspect of doing and lead to better student satisfaction with the courses. All of these effects are shown to be repeatable in an Asian economy.

Authentic assessments prepare students for the new world of work through a more focused scaffolding of their learning.

Stimulation of deeper learning in tertiary education students is relevant for a top performing Asian economy.

The purpose of this research is to provide a systematic insight into corporate social responsibility (CSR) and corporate citizenship (CC) in supply chain development, by analyzing the current literature, contemporary concepts, data and gaps for future discipline research.

This research identifies information from existing academic journals and investigates research designs and methods, data analysis techniques, industry involvement and geographic locations. Information regarding university affiliation, publishers, authors, year of publication is also documented. A collection of online databases from 2001 to 2018 were explored, using the keywords “corporate social responsibility”, “corporate citizenship” and “supply chain” in their title and abstract, to deliver an inclusive listing of journal articles in this discipline area. Based on this approach, a total of 164 articles were found, and information on a chain of variables was collected.

There has been visible growth in published articles over the last 18 years regarding supply chain sustainability, CSR and CC. Analysis of the data collected shows that only five literature reviews have been published in this area. Further, key findings include 41% of publications were narrowly focused on four sectors of industry, leaving gaps in the research. 85% centered on the survey and conceptual model, leaving an additional gap for future research. Finally, developing and developed nation status should be delineated, researched and analyzed based on further segmentation of the industry by region.

This research is limited to reviewing only academic and professional articles available from Emerald, Elsevier, Wiley, Sage, Taylor and Francis, Springer, Scopus, JSTOR and EBSCO containing the words “corporate social responsibility”, “corporate citizenship” and “supply chain” in the title and abstract.

This assessment provides an enhanced appreciation of the current practices of current research and offers further directions within the CSR and CC in supply chain sustainable development.

The purpose of this study is to examine the implementation of Industry 4.0 (I4.0) through the lens of the dynamic capabilities framework. Contrary to most existing research, this study chooses a cross-national viewpoint, exploring companies operating in two emerging economies.

Semi-structured interviews were conducted with 80 company managers operating in eight industries in Vietnam and Bolivia. The chosen inductive analysis was supported by qualitative content analysis and data structure.

The analysis reveals 13 conceptual dimensions. For instance, sensing opportunities underlines tangible and intangible “direct prospects”, such as enhanced accuracy, speed and cost effectiveness, whereas “operational management pressures” (sensing threats) identify the dilemma of changing individuals’ mindset, recruitment and addressing financial needs. While there is an overall agreement in key dimensions, differences between managers from both countries also arise, including staff’s adaptation and constant upskilling.

Empirically, this study responds to calls for cross-national studies investigating I4.0 initiatives. In doing so, the data gathered from company managers engaged in business in emerging economies afford new perspectives, with practitioner value. Theoretically, the numerous dimensions emerging from the data analysis provide useful conceptual insights to understand managerial aspects in considering and adapting to I4.0 expectations and requirements. These insights are reinforced by the development of a conceptual model that illuminates the initiatives, efforts and challenges of embracing this phenomenon.

This study aims to explore the joint effects of environmental customer and green reputation pressures (GRP) on environmental management systems (EMSs), and their linkages to environmental and business performance, especially among export manufacturers.

This study collected empirical data from 437 manufacturers in multiple countries to explore differences in handling environmental customer and reputation pressures among export and domestic manufacturers and the subsequent performance implications.

The results indicate that although the GRPs might initially enhance firms’ environmental compliance and reputation, they can also support EMSs and sustainable performance. Furthermore, as firms increase their engagement in exports, both environmental customer and GRPs intensify, leading to stronger EMS implementation as well as sustainable performance, mainly in environmental measures.

The findings suggest that the international market orientation is an important context to understand sustainability developments.

The study offers an alternative approach to understanding the environmental customer and GRPs, to accommodate resources for sustainability development.

The paper aims to examine the problems, tensions, contrasts and complementarities surrounding the use of e‐books in developing learning environments for students in UK higher education.

The authors use four case studies and a questionnaire to highlight developments.

It was found that users want some features of paper books to be preserved in the electronic medium, while also preferring electronic text to be written in a scannable style.

The authors suggest some recommendations for successful design based on an analysis of all experimental data and suggests that hand‐held devices and web site use in universities is probably secure for at least the next five years.

The virtual university campus through its virtual library can highlight a possible range of information retrieval systems and tools with a possible array of services including tailored Internet links, open learning texts, hypertext, CD‐ROM, audio‐visual materials, microfiche and telematics. However, as technology and resources are variable across the university sector in Business Schools/Departments, developments are not uniform. Focuses on the development of Web‐based administration supports for students at Liverpool Business School (LBS), part of Liverpool John Moores University. Observations on student usage and their perceptions of these supports were gauged upon the introduction of one site, in the 1998/1999 academic session. These developments complement module learning supports recently developed at LBS and the university wide student self‐service supports, which are currently in the process of being introduced.

The aim of this paper is to compare the use of critical incident technique (CIT) for gathering student feedback in higher education (HE) with the more traditional and commonly used questionnaire survey method.

The investigation involved a critical evaluation of the standard self‐completion, multi‐question “tick‐box” quantitative survey questionnaire traditionally employed to collect student feedback in HE, against the more qualitative critical incident technique that was tested within the HE context. This evaluation was supported by a review of the extant literature to determine the advantages and disadvantages of both feedback methods and a comparison of the data gathered from university students using both survey instruments. Conclusions were then drawn regarding the value of both methods. The criteria used for the comparison were the design and administration of the survey instruments, analysis and quality of the data collected, and finally, the potential usefulness of the data to HE managers.

The main issue regarding suitability of approach is resource utilisation. The CIT questionnaire is much quicker and easier to design than the traditional questionnaire, asking only a small number of questions. However, completion, input and analysis of the CIT questionnaire take longer than the standard tick‐box questionnaire. The richness of the data more than compensates for these drawbacks. In principle, the qualitative critical incident technique should be used to complement the existing methods of gathering student feedback in order to find out what is significant to students. However, in practice, it is more likely that managers within HE will continue to use the more traditional survey questionnaire, because of the limited resources available to them.

Not only is CIT a method that can be used by researchers in the education sector nationally and internationally, to gather rich and useful data about the student experience but it may also be useful for gathering information from other stakeholders.

The paper is the first to use CIT to gather feedback from students on their university experience. It proposes that, in order to obtain valid and reliable data on which to base service provision decisions, university management should consider using this qualitative technique in combination with more traditional quantitative methods of gathering student feedback.

To assist colleagues in tying current ideas to previously established practices. To generate discussion of the current relevance of students' understanding management history.

A review of representative classic theorists with an eye toward matching their behavior to that of current newsmakers. This is presented in a model to insure that like areas are compared.

The past is in the present. Although we may live in the day of “enlightened” “collaborative” management; there are still successful people who operate differently.

Readers of the paper will be able to make immediate application of the model.

Even presentation of the obvious has value. The model format is a dynamic document that others can use and improve upon.