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Augmenting employees’ commitment is of important interest to hospitality managers, particularly in the branded restaurant industry where the workforce is often transient. This paper aims to identify and analyse if levels of personal motivation and flow are drivers of commitment, and if the relationship between the variables is moderated by length of service, age and gender.

The study is a large-scale empirical investigation of hospitality staff in the UK branded restaurants through 1,133 survey responses, measuring levels of personal motivation, flow and commitment, as well as the moderating effects of multi-group differences among age, gender and length of service. Partial least square structural equation modelling (PLS-SEM) is used for analysis of data.

Using PLS-SEM found personal motivation to be important in determining employees’ level of flow and, in turn, employees’ commitment. Using multi group analysis, results revealed that relationship among personal motivation, flow and commitment played superior role for older employees and working for a long time in a hospitality organisation than those younger and working less than five years. No significant differences between male and female staff are found.

Through finding flow and personal motivations to be drivers of commitment, branded restaurant practitioners can focus on emphasising these elements in their employees to increase commitment. Further, part-time roles are often taken by people likely to be non-committal in their job needs, e.g. students funding their studies. By focussing on extending lengths of service to meet the optimum years identified, managers can fortify their businesses.

The paper is one of few large-scale quantitative studies to examine personal motivation, flow and commitment in the context of UK branded restaurants. It identifies that employees exhibit higher levels of commitment through intrinsic values over time, and establishes relationships between the constructs of flow, personal motivation and commitment.

Despite evidence largely confirming gender-based differences in service quality perceptions in healthcare, little research has considered patients’ expectations. This study aims to examine the gender-based differences in both the affective and cognitive components of customers’ service quality expectations.

Data were collected through random sampling from three outpatient hospitals in the UAE. Hypothesized relationships between the cognitive and affective components (moderated by gender) were tested by means of CFA and ANOVA.

The results indicate that the differences between male and female expectations of overall service quality as a singular construct were not statistically significant, except for the empathy dimension. However, when measured as affective and cognitive, the results confirm that significant differences do exist between male and female patients.

The research was limited to the UAE. However, identifying gender differences in patients’ expectations would enable healthcare providers to engage and manage patients’ expectations.

This paper provides theoretical and practical implications on how the male and female are different in the cognitive and affective components of service quality expectations.

A three year Esprit project – ProCure – is ultimately aiming to take a significant but achievable step forward in the application of available information and communication technology (ICT) to the large scale engineering (LSE) construction industry. The ProCure consortium consists of five industrial partners supported by four associated research and expert partners. The project combines leading expertise from three member states to support ICT deployment by three industrial collaborative groups, i.e. UK, Germany and Finland. The basis of the project is in the partners’ belief that sufficient ICT is now available to achieve deployment, with care, in real projects, with an acceptable risk of failure. This paper presents work undertaken within the project to investigate the various metadata standards that exist in order to define a minimum metadata set based on these standards for the implementation of two demonstrators for XML based automated document exchange between a simulation of a corporate document management system and a simulation of a collaborative construction project Web site.

Details a management development programme on board a 300‐ton, three‐masted, topsail schooner. Provides an evaluation of the programme and concludes that participating executives will learn enough about teamwork to repay the investment.

This paper presents results from an analysis of Large Scale Engineering (LSE) project process conducted within the ESPRIT 20876 project ‘eLSEwise’. The paper describes the LSE project processes, interfaces with business processes, the effects of the changing market place, and current process barriers. In searching how these barriers can be reduced or eliminated, the LSE industry information requirements and Information and Communications Technologies (ICT) requirements were explored.

This paper lays out a road map for computer‐integrated design and manufacture of building‐specific cladding systems, describing the key implementation phases and highlighting domains (supply chain organization, software vendors, suppliers, process modellers, etc.) involved in each phase. It takes a holistic look at the way forward, identifying that such a long‐term transformation will need to be managed strategically both at a company and sector level and that training and education within the sector will be pivotal. The development of appropriate cladding information standards is seen as an essential enabler and as a catalyst for change.

The cladding of a modern building is a critical, and expensive, specialist sub‐system of the total building. This paper is concerned with modelling the supply chain processes within the building cladding sector of the UK construction industry. The modelling was conducted within the context of CIMclad, a research project involving a consortia of universities and industry that is seeking to move the cladding sector towards computer integrated design and manufacture. The goal was to better understand the existing supply chain processes. These processes are complex and span a diverse range of players, each of whom may play one or more roles. The methodology employed was a combination of informal mapping of the procurement chain and the application of formal process modelling techniques.

One of the major developments of the post‐War years has been the rise of consumer protection ‘watchdog’ committees galore, a flood of legislation and completely changed enforcement methods by existing local authority officers who to all and intents have become a completely new service. Voluntary agencies, national and local, based on the local High Street, have appointed themselves the watchdogs of the retail trade; legislation and central departments, the larger scene. The new service has proved of inestimable value in the changed conditions; it continues to develop. When shopping was a personal transaction, with the housewife making her purchases from the shopkeeper or his staff on the opposite side of the counter; when each was well known to the other and the relationship had usually lasted for many years, often from one generation to the next, things were very different, complaints few, unsatisfactory items instantly replaced, usually without question. This continuing state of equanimity was destroyed by the retail revolution and new methods of advertising and marketing. Now, the numbers of complaints dealt with by consumer protection and environmental health departments of local authorities are truly enormous. We have become a nation of “complainers,” although in all conscience, we have much to complain about. Complaints cover the widest possible range of products and services, of which food and drink form an integral component. The complaints to enforcement authorities include many said to be unjustified, but from the reports of legal proceedings under relevant enactments, it is obvious that the bulk of them now originate from consumer complaints. Not all complainants, however, relish the thought of the case going before the courts. Less is heard publicly of complaints to the numerous voluntary bodies. Enforcement authorities see complaints in terms of infringements of the law, although their role as honest broker, securing recompense to the aggreived customer, has become important; a few departments being able to claim that they secured reimbursements and replacements of value totalling upwards of amounts which annually run into six figures. The broker role is also that adopted by voluntary bodies but with much less success since they lack the supporting authority of legal sanction.

Drawing from resource orchestration theory, this research proposed an integrative model that leverages insights into counter resource constraints and uncertainty in start-up business model innovation (BMI). It investigated the influences of entrepreneurial networks and effectuation on BMI through bricolage in uncertain environments.

The research surveyed 481 start-ups in China. LISREL 8.80 and SPSS 22.0 were employed to test the validity and reliability of key variables, respectively. Additionally, hypotheses were examined through multiple linear regression.

First, entrepreneurial networks and effectuation were positively related to BMI, and combining these two factors improved BMI for start-ups. Second, bricolage contributed to BMI and played mediating roles in translating entrepreneurial networks and effectuation into BMI. Third, environmental uncertainty weakened the linkage between bricolage and BMI.

Future research should replicate the results in other countries because only start-ups in China were investigated in the study, and it is necessary to extend this research by gathering longitudinal data. This research emphasized the mediating effects of bricolage and the moderating influence of environmental uncertainty, and new potential mediating and moderating factors should be explored between resources and BMI.

There are three significant theoretical contributions. First, the findings enrich the literature on the complex antecedents of BMI by combining the impacts of entrepreneurial networks and effectuation. Second, an overarching framework is proposed explaining how bricolage (resource management) links entrepreneurial networks and effectuation and BMI. Third, it demonstrates the significance of environmental uncertainty in the bricolage–BMI linkage, deepening the understanding of the bricolage boundary condition.

Although it is acknowledged that entrepreneurial networks play a crucial role in fostering business model innovation (BMI) for start-ups, it is unclear how and when these networks affect BMI. This research developed a moderated mediation model to explore the impact of entrepreneurial networks on BMI in start-ups and examined the dual mediating effects of causation and effectuation, as well as the moderation of environmental dynamism.

The proposed framework was tested by hierarchical regression analyses and bootstrapping using samples of 248 start-ups in China.

The results showed that entrepreneurial networks significantly positively impacted start-up BMI. Causation and effectuation played dual mediating roles between entrepreneurial networks and BMI. Furthermore, the entrepreneurial networks-effectuation-BMI association was more substantial in highly dynamic environments, whereas the entrepreneurial networks-causation-BMI relationship was unaffected.

There are several theoretical contributions resulting from this research. The findings offer new insights for understanding the antecedents of start-up BMI from the network perspective. This research adds to the growing literature on resource orchestration (RO) by exploring the dual mediating influences of causation and effectuation in resource management. This investigation revealed the boundary condition between entrepreneurial networks and BMI by testing the moderating influence of environmental dynamism.

Start-ups must effectively use external resources embedded within networks to advance BMI. Start-up entrepreneurs should apply causation and effectuation to transform entrepreneurial network resources into BMI. Start-up entrepreneurs must dynamically manage resources in response to ever-changing environmental conditions. Resource acquisition and management of entrepreneurial networks can vary significantly in their influence on start-up BMI under different environmental contexts.

Unlike previous BMI research focused on internal organizational factors, this study highlighted the critical importance of entrepreneurial networks as a prerequisite for achieving start-up BMI, contributing to the literature on open innovation and resource-based view. Examining the dual mediating roles of causation and effectuation illustrated the bridging role of strategic decision-making logic in connecting resources to value creation, contributing to the developing RO literature. The moderating influence of environmental dynamism was explored, clarifying how start-up BMI benefits from entrepreneurial networks in differing situations. A framework for reconciling contradictory findings concerning the association between entrepreneurial networks and innovation is provided.