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Article
Publication date: 5 June 2017

Andreas H. Glas and Florian C. Kleemann

Performance-based contracting (PBC) links pricing with performance objectives in service business relationships. Although interest in PBC has surged recently, there is…

Abstract

Purpose

Performance-based contracting (PBC) links pricing with performance objectives in service business relationships. Although interest in PBC has surged recently, there is still great uncertainty about the risks, opportunities and challenges. This paper aims to provide a deeper understanding of the contextual factors of PBC and how providers assess them.

Design/methodology/approach

This paper includes conducting a multiple-case study evaluation and analyzes data from 21 cases. Risks, opportunities and contextual factors are identified through interviews, and the case data are analyzed with several methods, including Borda count and cross-tabulation.

Findings

The results show that the most important factors of PBC are clear responsibilities, clear performance indicators, transparent measurement, cooperative culture and a precise utilization profile of core assets. Surprisingly, incentives are of minor perceived relevance. The analysis supports the differentiation of PBC into two subcategories: lean (low integrated) and customized (high integrated) PBC.

Research limitations/implications

While many studies stress the uniqueness of PBC in accordance with the “one-size-does-not-fit-all” mantra, this research differentiates the standardized PBC from a customized one. The findings face the limitations of case study research and qualitative data analysis in general.

Practical implications

Practitioners are provided with guidance to develop either a customized or a standardized PBC.

Originality/value

Previously, broader empirical insights have still been rare; thus, this paper contributes to the PBC literature, as it provides data from multiple cross-industry cases. The findings (e.g. the minor relevance of incentives) stand in contrast to parts of the academic literature and contribute also to the wider service management field.

Details

Journal of Business & Industrial Marketing, vol. 32 no. 5
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 31 July 2019

Zhe Zhang and Yue Dai

For classification problems of customer relationship management (CRM), the purpose of this paper is to propose a method with interpretability of the classification results…

Abstract

Purpose

For classification problems of customer relationship management (CRM), the purpose of this paper is to propose a method with interpretability of the classification results that combines multiple decision trees based on a genetic algorithm.

Design/methodology/approach

In the proposed method, multiple decision trees are combined in parallel. Subsequently, a genetic algorithm is used to optimize the weight matrix in the combination algorithm.

Findings

The method is applied to customer credit rating assessment and customer response behavior pattern recognition. The results demonstrate that compared to a single decision tree, the proposed combination method improves the predictive accuracy and optimizes the classification rules, while maintaining interpretability of the classification results.

Originality/value

The findings of this study contribute to research methodologies in CRM. It specifically focuses on a new method with interpretability by combining multiple decision trees based on genetic algorithms for customer classification.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 32 no. 5
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 12 June 2014

Chih-Fong Tsai, Ya-Han Hu and Shih-Wen George Ke

Ranking relevant journals is very critical for researchers to choose their publication outlets, which can affect their research performance. In the management information…

Abstract

Purpose

Ranking relevant journals is very critical for researchers to choose their publication outlets, which can affect their research performance. In the management information systems (MIS) subject, many related studies conducted surveys as the subjective method for identifying MIS journal rankings. However, very few consider other objective methods, such as journals’ impact factors and h-indexes. The paper aims to discuss these issues.

Design/methodology/approach

In this paper, top 50 ranked journals identified by researchers’ perceptions are examined in terms of the correlation to the rankings by their impact factors and h-indexes. Moreover, a hybrid method to combine these different rankings based on Borda count is used to produce new MIS journal rankings.

Findings

The results show that there are low correlations between the subjective and objective based MIS journal rankings. In addition, the new MIS journal rankings by the Borda count approach can also be considered for future researches.

Originality/value

The contribution of this paper is to apply the Borda count approach to combine different MIS journal rankings produced by subjective and objective methods. The new MIS journal rankings and previous studies can be complementary to allow researchers to determine the top-ranked journals for their publication outlets.

Details

Online Information Review, vol. 38 no. 4
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 9 November 2015

Wen-Chin Hsu, Chih-Fong Tsai and Jia-Huan Li

Although journal rankings are important for authors, readers, publishers, promotion, and tenure committees, it has been argued that the use of different measures (e.g. the…

Abstract

Purpose

Although journal rankings are important for authors, readers, publishers, promotion, and tenure committees, it has been argued that the use of different measures (e.g. the journal impact factor (JIF), and Hirsch’s h-index) often lead to different journal rankings, which render it difficult to make an appropriate decision. A hybrid ranking method based on the Borda count approach, the Standardized Average Index (SA index), was introduced to solve this problem. The paper aims to discuss these issues.

Design/methodology/approach

Citations received by the articles published in 85 Health Care Sciences and Services (HCSS) journals in the period of 2009-2013 were analyzed with the use of the JIF, the h-index, and the SA index.

Findings

The SA index exhibits a high correlation with the JIF and the h-index (γ > 0.9, p < 0.01) and yields results with higher accuracy than the h-index. The new, comprehensive citation impact analysis of the 85 HCSS journals shows that the SA index can help researchers to find journals with both high JIFs and high h-indices more easily, thereby harvesting references for paper submissions and research directions.

Originality/value

The contribution of this study is the application of the Borda count approach to combine the HCSS journal rankings produced by the two widely accepted indices of the JIF and the h-index. The new HCSS journal rankings can be used by publishers, journal editors, researchers, policymakers, librarians, and practitioners as a reference for journal selection and the establishment of decisions and professional judgment.

Details

Online Information Review, vol. 39 no. 7
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 6 November 2017

Hamidreza Khalili and Ardalan Sameti

This study aims to measure the quality of services provided to elderly people at the most crowded governmental ambulatory clinics of Tehran Province using the SERVQUAL…

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Abstract

Purpose

This study aims to measure the quality of services provided to elderly people at the most crowded governmental ambulatory clinics of Tehran Province using the SERVQUAL scale (Study 1). Moreover, the research indicates the medicine reimbursement criteria to inform the decision-makers of public health insurance organizations using the Borda method (Study 2).

Design/methodology/approach

This study was done as a cross-sectional research on 425 elderly patients who came to the clinics during 2014 and 2015. Finally, using the paired t-test, Friedman test, Borda method, SPSS, Matlab software and Delphi method, the collected data were analysed.

Findings

Regarding the perceived quality, the services assurance dimension was ranked as having the highest quality (4.48) and the accessibility dimension as the lowest one (3.22). Based on the Borda method, the most important criterion for the Iranian health insurance companies to accept a medicine in their reimbursement list is the “life-threatening conditions” factor. On the other hand, “evidence quality” is accounted as the fifth important factor.

Research limitations/implications

The main limitation was the senility of participants that makes it difficult for understanding and completing the questionnaires.

Practical implications

The results can be useful for healthcare policy makers and related authorities. Besides, public health insurers can use the findings for decision-making about the elderly diseases and the problems such as the medical expenses.

Originality/value

The present research has been done in a two-year time frame, and it is more recent than other related studies. Thus, the results are far more authentic and applicable.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 11 no. 4
Type: Research Article
ISSN: 1750-6123

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Article
Publication date: 2 October 2019

Devlina Chatterjee, Bahul Dandona, Aditya Mitra and Manohar Giri

The purpose of this paper is to understand Indian tourists’ perceptions of Airbnb compared to other hospitality options, and the factors driving their purchase intentions.

Abstract

Purpose

The purpose of this paper is to understand Indian tourists’ perceptions of Airbnb compared to other hospitality options, and the factors driving their purchase intentions.

Design/methodology/approach

An integrated model for purchase intention was conceptualized based on the theory of planned behavior and social exchange theory. Constructs such as trust, authenticity, travel innovativeness, price sensitivity and effort expectancy were included based on a survey of the literature. Structural equation models were built using survey data. Respondent ranking of different criteria for Airbnb vs its competitors were aggregated using Borda count method.

Findings

Price is the most important criteria across hospitality choices, including Airbnb, except high-end hotels. Facilities, home-like feeling, trust and friendly service were important for Airbnb. Consumer expectations from Airbnb are similar to homestays, mid-range and budget hotels and different from resorts and high-range hotels. In the theory of planned behavior model, trust in Airbnb and perceived authenticity had large significant positive effects on purchase intention, mediated by attitude. Social norms and effort expectancy had direct positive effects on behavioral intentions. Price sensitivity had a direct small negative effect on purchase intention. Overall, fit of the model was within acceptable parameters.

Originality/value

Despite being an important emerging market, Airbnb in India has not been covered by studies of consumer behavior. This paper fills that research gap. Airbnb’s main competitors are home-stays and mid-range hotels. Building trust, creating authentic experiences and ensuring price competitiveness will drive adoption.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 13 no. 4
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 12 October 2010

Irene C.L. Ng and Sai S. Nudurupati

This case study aims to explore the risks and challenges associated with the implementation of outcome‐based contracts (OBCs) in maintenance, repair and overhaul services…

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2961

Abstract

Purpose

This case study aims to explore the risks and challenges associated with the implementation of outcome‐based contracts (OBCs) in maintenance, repair and overhaul services in the defence industry. It also aims to identify ways to address and reduce them.

Design/methodology/approach

The case study approach was used to capture the dynamics of OBCs in B2B service delivery. The challenges and risks were explored using qualitative approaches such as in‐depth interviews, and findings were abstracted through grounded theory. The factors identified from the above findings were structured in a survey and validated using simple descriptive statistics.

Findings

This study identified the challenges and risks of implementing OBCs, which include complexity and unpredictability of costs, dependability on customer in delivering the service and cultural change from traditional setting. Although the survey results revealed 11 factors that could mitigate these challenges and risks, the most important factors are mutual expectations, teamwork, shared information and materials as well as the firm's access to customer resources.

Practical implications

This study's results have practical implications for businesses implementing OBCs in the B2B arena. Ensuring the presence of these factors, identified from this study, in OBC delivery would overcome most of the challenges and risks faced.

Originality/value

Although research has been done on OBCs, many are conceptual or theoretical studies. This study is an empirical research into the challenges and risks of OBCs and the factors that could mitigate them; this advances knowledge in this domain.

Details

Journal of Service Management, vol. 21 no. 5
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 18 May 2015

Lianbiao Cui and Huangbao Gui

The purpose of this paper is to design several methods for enforcing developed countries’ responsibilities under the Green Climate Fund (GCF). The GCF has been one of the…

Abstract

Purpose

The purpose of this paper is to design several methods for enforcing developed countries’ responsibilities under the Green Climate Fund (GCF). The GCF has been one of the core subjects of the world climate summits held under the United Nations Framework Convention on Climate Change. However, the development of the GCF has not progressed smoothly, and many concerns remain unresolved.

Design/methodology/approach

This paper illustrates three approaches for financing the GCF that vary in terms of the relative weights accorded to environmental responsibility and economic capacity. These three methods include the historical responsibility (HR) principle, the ability to pay (AP) principle and the preference score compromises (PSC) approach (which is a combination of the HR and the AP principles).

Findings

The empirical analysis demonstrates that the USA is the largest contributor to the GCF under the HR principle due to the volume of its historical emissions, whereas the European Union bears the greatest financial responsibility under the AP principle, based on its gross domestic product. Under the PSC approach, the European Union and the USA each undertakes a financial burden that approximates 40 per cent of the total financing for the GCF. These nations are followed by Japan, which has a share of almost 9 per cent.

Originality/value

This study is the first attempt to introduce the PSC concept into discussions regarding GCF financing. A scheme of burden sharing that combines environmental responsibility and economic capacity factors is developed and introduced. The respective weights assigned to the two factors are determined based on the Borda rule in voting theory, which avoids the arbitrary allocation of weights between the HR and the AP. These findings will be useful for mobilising the GCF in the Post-Kyoto era.

Details

International Journal of Climate Change Strategies and Management, vol. 7 no. 2
Type: Research Article
ISSN: 1756-8692

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Article
Publication date: 16 May 2016

Mehdi Abbasi and Mohamad Amin Kaviani

Competition in dynamic markets requires operational excellence and effective operations strategy. Hence, organizations have to evaluate their operational performance in…

Abstract

Purpose

Competition in dynamic markets requires operational excellence and effective operations strategy. Hence, organizations have to evaluate their operational performance in comparison to their rivals. The purpose of this paper is to present an operational performance evaluation framework for analyzing and ranking the organizations based on the effectiveness of their operations strategies.

Design/methodology/approach

In this study three uncertain data envelopment analysis (DEA) models consist of fuzzy DEA (FDEA), imprecise DEA (IDEA) and Grey DEA are applied to assess the performance of organizations in terms of the operations. The applicability of the proposed framework is demonstrated through a case study at Fars province cement manufacturers of Iran.

Findings

The ranking results assist the mangers of service and manufacturing enterprises in finding out the current positions of their companies and the effectiveness of their operations strategies in comparison to their rivals. Accordingly they can make proper strategic and operational decisions to improve the performance of the operations.

Originality/value

Based on the previous literature, this is the first study which uses FDEA and IDEA methods in an operational performance evaluation problem. Furthermore this study proposes a novel framework for evaluating and ranking the operational performance of firms from the perspective of operations strategy.

Details

Management Decision, vol. 54 no. 4
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 9 July 2021

José María Martín Martín, Juan F. Prados-Castillo, Mónica de Castro-Pardo and Juan De Dios Jimenez Aguilera

The expansion of online platforms for renting tourist accommodations has given rise to a great deal of controversy in society. Likewise, the arrival of tourists in…

Abstract

Purpose

The expansion of online platforms for renting tourist accommodations has given rise to a great deal of controversy in society. Likewise, the arrival of tourists in residential settings has led to a wide range of positive and negative impacts, resulting in conflicts between different stakeholders. The purpose of this paper is to analyze whether there is variation in the perception of the impacts associated with peer-to-peer accommodation platforms among different stakeholders? Additionally, it also seeks to investigate what kind of impacts generate the highest level of conflict among stakeholders?

Design/methodology/approach

Given the relative novelty of the problem, this paper proposes an exploratory study that sheds light on some of the main issues with the purpose of supporting further research in the future. The aim is to analyze which impacts are perceived as more positive or negative by each group and to create indexes of conflict for these groups regarding their perception of the impacts. This study is based on fieldwork carried out in April 2020, which consists of 600 online surveys of local residents in the city of Granada. This city, one of Spain’s main tourist spots, suffers the highest tourist pressure in the country.

Findings

The exploratory study suggests that the greatest consensus is generated in the assessment of economic impacts, either negative or positive. The greatest conflicts are related to the assessment of the effect of this activity on housing preservation. The group comprising accommodation owners of tourist flats is the one that shows a more dissenting opinion from the rest, confronting especially the group formed by citizens whose income depends on tourism.

Originality/value

There is a lack of studies on the perception of tourism impacts associated with online tourism rental platforms. This is the first study to analyze both, how the main stakeholders associated with this activity assess the different impacts derived from this form of tourist accommodation as a whole and the conflicts derived from such an assessment. An additional innovation is that the analysis investigates the potential fear of disease transmission caused by tourists. It would be interesting to continue this research by applying the same questionnaire in different environments, such as rural areas or societies with different structures from the one analyzed here. Likewise, future in-depth analysis of some of the conflicts is recommended so as to ascertain their origin.

Details

International Journal of Conflict Management, vol. 32 no. 4
Type: Research Article
ISSN: 1044-4068

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