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1 – 10 of 192
Article
Publication date: 19 June 2017

Yi-Fen Liu, Yingzi Xu and I-Ling Ling

This research aims to investigate how backstage visibility affects intangibility and perceived risk at the pre-purchase stage and how service credence moderates the effect…

Abstract

Purpose

This research aims to investigate how backstage visibility affects intangibility and perceived risk at the pre-purchase stage and how service credence moderates the effect of backstage visibility on intangibility and perceived risk. It also focuses on the effect of backstage visibility on perceived service quality and value at the post-purchase stage and the moderating role of the service contact level.

Design/methodology/approach

This research tests the causal relationships between backstage visibility and customers’ service evaluations through two experimental studies.

Findings

Study 1 shows that customers who are exposed to backstage cues perceive less pre-purchase risk in the service than those who are not exposed. Pictures plus text information are more effective than text illustrations alone for risk reduction. This risk reduction effect is stronger for high-credence than for low-credence services and is partially mediated by the perceived intangibility of the service. Study 2 reveals that customers with access to backstage cues perceive higher service quality and higher overall value from service experiences. The value increase is more significant for high-contact than for low-contact services.

Research limitations/implications

Future research could apply different methods to different data sources to provide further insight about backstage visibility.

Originality/value

The findings of this research suggest that allowing customers to view some backstage activities before purchase helps tangibilize the service, achieve more effective communication with customers and create more positive service experiences.

Details

International Journal of Quality and Service Sciences, vol. 9 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 28 October 2014

Armando Calabrese and Federico De Francesco

Demand-based pricing fixes price according to customers’ perceptions of service value and to their resulting willingness to pay. This pricing approach enables service…

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Abstract

Purpose

Demand-based pricing fixes price according to customers’ perceptions of service value and to their resulting willingness to pay. This pricing approach enables service companies to align their prices to customers’ preferences and to their expenditure propensity. Accordingly, it can generate higher margins than other pricing approaches. Nevertheless, this approach is difficult to implement operationally. Consequently, in order to overcome these implementation difficulties, the purpose of this paper is to provide a demand-based pricing approach based on the user-friendly technique of service blueprint (SB).

Design/methodology/approach

The methodology relies on the design science leads. Design science deals with creating artefacts or models for supporting human or organizational purposes; such artefacts have to be assessed against criteria of utility or value for users. Accordingly, an experimental action research is performed for both implementing and testing the proposed pricing approach.

Findings

Starting from the main difficulties hindering implementation of demand-based pricing, SB is proved to enable companies to overcome such difficulties and to support its implementation. Moreover, by employing SB, an innovative approach for fixing service prices is provided.

Practical implications

The proposed approach enables managers of service companies to overcome difficulties of demand-based pricing and to employ pricing strategies according to demand-based drivers.

Originality/value

In line with a recent call for research on service pricing, this paper develops a new pricing approach, which is able to promote demand-based pricing.

Details

Business Process Management Journal, vol. 20 no. 6
Type: Research Article
ISSN: 1463-7154

Keywords

Book part
Publication date: 10 June 2021

Peter Szende and Alec N. Dalton

Hospitality services are among the most robust experiences enjoyed by consumers. To deliver them successfully, careful attention to detail is first needed for the design…

Abstract

Hospitality services are among the most robust experiences enjoyed by consumers. To deliver them successfully, careful attention to detail is first needed for the design and development of those experiences. This chapter begins by exploring the array of elements that holistically construct an experience, from process to people to physical environments. Then, the customer experience management framework is used to outline a recommended technique for approaching experience design. Finally, a brief survey of visualization techniques shows how experiences can be modeled for assessment and improvement.

Details

Operations Management in the Hospitality Industry
Type: Book
ISBN: 978-1-83867-541-7

Keywords

Article
Publication date: 26 April 2022

Khanh Bao Quang Le, Laszlo Sajtos and Karen Veronica Fernandez

Collaboration between frontline employees (FLEs) and frontline robots (FLRs) is expected to play a vital role in service delivery in these increasingly disrupted times…

Abstract

Purpose

Collaboration between frontline employees (FLEs) and frontline robots (FLRs) is expected to play a vital role in service delivery in these increasingly disrupted times. Firms are facing the challenge of designing effective FLE-FLR collaborations to enhance customer experience. This paper develops a framework to explore the potential of FLE-FLR collaboration through the lens of interdependence in customer service experience and advances research that specifically focuses on employee-robot team development.

Design/methodology/approach

This paper uses a conceptual approach rooted in the interdependence theory, team design, management, robotics and automation literature.

Findings

This paper proposes and defines the Frontline employee – Frontline robot interdependence (FLERI) concept based on three structural components of an interdependent relationship – joint goal, joint workflow and joint decision-making authority. It also provides propositions that outline the potential impact of FLERI on customer experience and employee performance, and outline several boundary conditions that could enhance or inhibit those effects.

Practical implications

Managerial insights into designing an employee-robot team in service delivery are provided.

Originality/value

This study is the first to propose a novel conceptual framework (FLERI) that focuses on the notion of human-robot collaboration in service settings.

Details

Journal of Service Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-5818

Keywords

Book part
Publication date: 17 October 2018

Leopold Ringel

According to popular belief, transparency is a versatile tool for the governance of organizations: it is supposed to help in mitigating problems such as corruption…

Abstract

According to popular belief, transparency is a versatile tool for the governance of organizations: it is supposed to help in mitigating problems such as corruption, economic deficiencies, and a lack of legitimacy. However, is it a truly effective panacea, as it has been envisioned by its advocates? Empirical research gives reason to doubt, indicating that there is a wide gap between the idealized expectations of transparency and its practical merits. Organizations face severe difficulties when they try to implement such measures, especially because their daily activities often deviate significantly from societal expectations. Putting a combination of Erving Goffman’s frontstage/backstage theory and Niklas Luhmann’s sociological systems theory to use, this chapter conceptualizes organizations as social entities constantly engaged in boundary-maintenance, which not only comprises – in Luhmannian terms – “operative closure” (the autonomy of a system from direct influence of its environment) but also boundaries of visibility. It is thus not at all surprising that organizations regularly try to circumvent the implementation of transparency and develop new practices of secrecy. This chapter outlines an integrative conceptualization that enables researchers to reject mundane visions of how transparency ought to improve organizations, and suggests new pathways for empirical research.

Details

Toward Permeable Boundaries of Organizations?
Type: Book
ISBN: 978-1-78743-829-3

Keywords

Book part
Publication date: 22 July 2021

Leopold Ringel

Extant research conceptualizes rankings as measures that fundamentally shape modern life by virtue of being publicly available. Yet, studies seldom explore the act of…

Abstract

Extant research conceptualizes rankings as measures that fundamentally shape modern life by virtue of being publicly available. Yet, studies seldom explore the act of publishing when accounting for the attention rankings raise in larger stakeholder audiences. In short, we know a lot about the impact of rankings, but considerably less about the organizational practices devised by those who produce them – the rankers. Borrowing from Goffman, the paper conceptualizes modern rankings as public performances carefully prepared on backstages and unfolding on multiple frontstages. Using a qualitative data set, the paper traces the full spectrum of organizational practices that make rankings public performances: on the backstage, launch dates have to be set, numbers packaged, and “teams” prepared; on the frontstage, performances are held through face-to-face interactions (at launch events) as well as in a variety of mediated settings. Overall, the findings indicate that the more ranking organizations seek the attention of larger stakeholder audiences, the more the publication process is transformed into what one of the informants describes as “a big firework.”

Details

Worlds of Rankings
Type: Book
ISBN: 978-1-80117-106-9

Keywords

Article
Publication date: 13 August 2010

João Vieira da Cunha and Miguel Pina e Cunha

Some studies show that improvisation is a source of change, whereas others show that it is a source of stability. The purpose of this paper is to specify the factors which…

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Abstract

Purpose

Some studies show that improvisation is a source of change, whereas others show that it is a source of stability. The purpose of this paper is to specify the factors which set the boundary between improvised change and improvised stability.

Design/methodology/approach

The paper draws on two published studies and contrasts their findings to analyze the extent to which improvisation leads to organizational change or organizational stability.

Findings

The paper suggests that the most innovative instances of improvisation reproduce some features of everyday experience. The extent to which an improvisation is a source of stability or a source of change depends on the dynamics of variation, selection and retention therein.

Research limitations/implications

Future research needs to add empirical flesh to this theoretical skeleton to push research on organizational improvisation beyond the study of its causes and into further research on its consequences.

Originality/value

The paper deals with the paradox of making sense about two apparently opposing streams of research on improvisation.

Details

Management Research: Journal of the Iberoamerican Academy of Management, vol. 8 no. 2
Type: Research Article
ISSN: 1536-5433

Keywords

Book part
Publication date: 19 October 2012

Heath Cabot and Ramona Lenz

The Greek Aegean islands of Crete and Lesvos are widely known as prime destinations where tourists come to enjoy the sea, sand, and sun. Yet as geopolitical borderlands of…

Abstract

The Greek Aegean islands of Crete and Lesvos are widely known as prime destinations where tourists come to enjoy the sea, sand, and sun. Yet as geopolitical borderlands of not just Greece but the European Union (EU), they are also crucial points of destination and arrival for both economic and asylum-related migrations. Just as Greece has commanded the spotlight in anxieties and debates regarding the European market (as of 2012), these islands at Europe's periphery are at the center of contestations over European sovereignty, territory, and belonging. Demarcating not just countries but continents and vastly asymmetrical zones of economic development (Lauth Bacas, 2005), the Aegean island borders disrupt also the migratory activities of persons who seek to cross these boundaries.

Details

Culture and Society in Tourism Contexts
Type: Book
ISBN: 978-0-85724-683-7

Article
Publication date: 21 June 2013

Eric Davoine, Claudio Ravasi, Xavier Salamin and Christel Cudré‐Mauroux

The purpose of this paper is to examine the social role played by expatriate spouses during international assignments, using a dramaturgical approach.

Abstract

Purpose

The purpose of this paper is to examine the social role played by expatriate spouses during international assignments, using a dramaturgical approach.

Design/methodology/approach

Role expectations were investigated on the basis of an exemplary case: the spouses of diplomatic and consular employees of the Swiss Ministry of Foreign Affairs. Qualitative data were collected in interviews with 40 male and female spouses and analyzed with a “goffmanian” dramaturgical role analysis approach.

Findings

The dramaturgical analysis of the accompanying persons’ discourse highlights the different dimensions of the expatriate spouse role and how expatriate spouses construct and personalize their role. Furthermore, this analysis brings new insights into the way male spouses may support female expatriates and reveals gender differences in the enactment of the expatriate spouse role.

Research limitations/implications

This study has been carried out in the diplomatic sector, which might be more structured for the spouses in terms of role expectations than in multinational companies. Further research should be carried out to better understand these expectations in the context of multinational companies.

Originality/value

The dramaturgical approach is a useful conceptual framework to explore the role enactment of the expatriate spouse, especially by considering the spouse role with a new distribution of gender roles. In this context, the role repertoire approach represents a promising field of investigation for research on expatriation and international mobility.

Details

Journal of Global Mobility: The Home of Expatriate Management Research, vol. 1 no. 1
Type: Research Article
ISSN: 2049-8799

Keywords

Article
Publication date: 21 May 2018

Johan Graaf

The purpose of this paper is to contribute to the sociology of financial analysis by exploring how sell-side analysts enact their professional roles during public earnings…

Abstract

Purpose

The purpose of this paper is to contribute to the sociology of financial analysis by exploring how sell-side analysts enact their professional roles during public earnings presentations. It addresses the following research question: How do analysts perform their professional roles in interactions with managers, fund managers and other analysts?

Design/methodology/approach

The research adopts a dramaturgical analysis of analysts’ interactions with managers and fund managers. The empirical material includes 50 hours of direct observations of earnings presentations and 21 interviews with analysts, managers and other relevant actors.

Findings

The findings show that analysts struggle with role conflicts because they need to satisfy the contrasting demands of managers, fund managers and colleagues. Performing the role of an expert critic mainly depends on the approval of managers; yet, analysts also find themselves in situations where they must confront the managers. To counter role conflicts and sustain their role performance, analysts also produce displays of role distance and carefully prepare to meet their audiences’ expectations. To maintain the role of the expert critic, analysts depend on both those taking their advice (fund managers) and those being reviewed (managers).

Originality/value

This study is one of few empirically rich investigations of analysts’ activities, interactions with managers and meetings with multiple audiences. It also contributes to previous interview studies using dramaturgical analysis by offering in-depth observations of a single, distinct situated activity system.

Details

Accounting, Auditing & Accountability Journal, vol. 31 no. 4
Type: Research Article
ISSN: 0951-3574

Keywords

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