Search results

A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders.

Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field.

Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon.

The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders' lives and contributions as service scholars and the founders' hopes and concerns for the service research field.

This study aims to excoriate, define and delineate the main drivers of “change” in commercial construction projects and generate guidelines on how to minimise exposure to the associated adverse effects upon project stakeholders.

The research adopts mixed doctrines through a combination of epistemological lenses, embracing two primary philosophical stances: interpretivism, to identify the primary drivers of change based on a systematic literature review and a post-positivist, inductive approach to analyse the results of change within a Joint Contracts Tribunal (JCT) Design and Build (D&B) construction project case study.

The causal nexus of change during the construction phase is assessed and delineated; the key affecting factors are thematically grouped under headings: extent and severity; time in relation to implementing; instigating party; individual(s) responsible for managing the change; reason for the change; available resource; recoverable or non-recoverable; contract/project type; and type of client. Following this, the effects of change on key elements of the project are encapsulated and recommendations for adaptations which may provide improved experiences are offered.

The study tackles the common issue of managing the deleterious effects of change on commercial construction projects, defining management techniques to minimise stakeholder tribulation.

The UK government has elaborated the effect of late payment on the economy, with its impact on the construction sector being particularly pronounced. This paper aims to evaluate the late payment epidemic that persists within the construction industry, specifically analysing the effectiveness of government-led voluntary payment initiatives.

A mixed philosophical lens is adopted that incorporates both pragmatism and post-positivism to examine the late payment phenomena. Couched within deductive reasoning and a case study strategy, a questionnaire survey was conducted to elicit responses from one-hundred construction professionals. Elucidating upon respondents’ perceptions of the UK’s late payment epidemic, a comparative analysis was undertaken of upstream (main contractor) and downstream (subcontractors/suppliers) contractors through Cronbach’s alpha, descriptive statistics, independence chi-square test, Kruskal–Wallis test and Mann–Whitney U test.

Emergent findings reveal that in practice, the monitoring and enforcement of government-led voluntary payment initiatives has been unprosperous with numerous contractors being forced to adopt indefensibly poor and punitive payment practices. Survey responses and extant literature substantiate and underscore the industry’s need to strengthen voluntary government-led payment initiatives. To create a responsible payment culture, any future code created should be mandatory and enforceable as a self-regulating approach has failed dismally. The work concludes with practical additional measures that could be introduced to create a responsible payment culture and promote ethical trading within the UK construction industry.

This paper constitutes a novel vignette of, and reflection upon, contemporary practice in this area of construction finance and serves to emphasise that very little has changes in the sector despite numerous UK government led reports and interventions.

This research study aims at revealing a planning method for the development of the Souq Waqif-Transit village.

Over the past decade, transit-oriented developments (TODs) have become an international city planning model for promoting sustainable urbanism. On a regional scale, the State of Qatar launched the construction of Doha Metro. The current network consists of three lines with a central interchange station within the city's most vibrant cultural core, i.e., between Msheireb Downtown Doha and Msheireb, near to the Souq Waqif historical site and Al Corniche waterfront promenade. The Qatar National Development Framework emphasizes the importance of stimulating sustainable urban growth by linking the Doha Metro with TODs.

The findings show that the benefits of a strategy for monitoring and assessing the potential benefits of the investigated TOD linked to the analysis of the indices for (1) travel behavior, (2) built environment diversity and (3) other categories specific to the site's historical-heritage preservation.

Namely, a comprehensive approach for developing a historical site is/should be grounded in a planning method for enhancing the mixed-used urban fabric, public realm and walkability, and heritage preservation.

The insights from this research study aim to guide the long-term sustainable urban growth of Gulf Cooperation Council (GCC) cities in the future.

The proposed sustainable growth planning scheme for the Souq Waqif addresses gaps highlighted through design tools of investigation. The missing attributes concern three key factors: (1) mixed-used urban fabric, (2) public realm and walkability and (3) built heritage preservation. The quality of streetscape, corridors, connections and connectivity of pedestrian and walkable network: TOD is not dependent on a singular mode of transport (Doha Metro), but it includes all systems that allow for mass public mobility within the city districts. Integrating other transport systems within mixed-use areas should be reevaluated based on accessibility to such systems, including taxi services, public bus services and public shuttles.

This study aims to investigate the content of hotel brands’ mission statements (MSs) and their relationship with selected attributes of hotel brands.

Content analysis of hotel brands’ MSs was used to detect the MSs’ key words, which were further processed by methods of social network analysis, complemented by clustering techniques and correspondence analysis on the generalized aggregated lexical tables, a special type of correspondence analysis.

Hotel brands operating in luxurious markets more often emphasize experiences than those in midscale markets. Furthermore, hotel brands with longer traditions and those with a large number of controlled rooms communicate words in their MSs that represent a rather traditional approach to hospitality. Younger hotel brands with fewer controlled rooms chose words that indicate a more commercially oriented approach. Finally, cluster analysis revealed four dimensions of hotel brands’ MSs, instead of the nine most typically used in mission statement component models.

Understanding the frequencies and networks of keywords, and their relationship with hotel brand attributes, will help create more focussed MSs. This will strengthen hotel brands, raise their revenues and subsequently increase company performance.

The analysis provides valuable insight into MSs in the specific tourism context of hotel brands. The authors have achieved this with the use of a wide range of advanced network analytic methods. These insights can guide hotel brands to better position themselves in the competitive tourism accommodation market.

The behavioural theory adds a new paradigm of analysis with the assumptions of the decision maker’s cognitive biases and their repercussions on financing decisions. The aim of the study is to analyse the repercussions of these biases on the adjustment speed of firm’s capital structure toward the optimal level.

Based on a partial adjustment model, the study uses the Dynamic Panel Fractional estimator to analyse panel data from 4,990 Portuguese entrepreneurial firms.

The results show that the cognitive overconfidence bias impacts the entrepreneurial firm’s capital structure. In fact, the firms run by overconfident managers adjust more slowly than their counterparts. Furthermore, the findings suggest that entrepreneurial firms make relatively fast adjustments toward the optimal debt level and follow a hierarchical financing order in the funding process.

The results of this paper are not only interesting to the academia, but also contain practical implications for corporate, institutional and business policy and governance. First, the paper introduces a new measure of cognitive bias in optimistic managers, which is useful for current and future academic research. Also, in practical terms, the findings of the paper reveal that when a company is contemplating hiring a manager, it should consider whether they need an optimistic or non-optimistic manager based on the company's present life cycle or situation.

The current analysis extends the existing literature. The study suggests that financial classical and behavioural paradigms should not be separated, which can provide evidence to help narrow the gap between these two major perspectives.

This study aims to investigate the dynamic influences of clustered barriers that hinder electronic procurement technology (EPT) implementation in construction procurement, using the neuro-fuzzy system.

A comprehensive literature review was conducted and 21 barriers to EPT implementation within construction projects were identified. Based on an expert survey, 121 datasets were gathered for this study. Using mean and normalization analysis for the datasets, 15 out of the 21 barriers were deemed to have critical influences in EPT barriers phenomenon. Subsequently, the critical barriers were classified into five groups: human-related; technological risk-related; government-related; industry growth-related; and financial-related. The relationships and influence patterns between the groups of barriers to EPT implementation were analyzed using the neuro-fuzzy system. Furthermore, sensitivity analysis was performed to examine the dynamic influence levels of the barriers within the hindrance level composition.

The results reveal that addressing one barrier group does not reduce the high levels of hindrances experienced in EPT implementation. However, addressing at least two barrier groups mostly tends to reduce the hindrance levels for EPT implementation. Further, this study revealed that addressing some barrier group pairings, such as technological risk-related and government-related barriers, while other barrier groups remained at a high level, still resulted in high levels of hindrances to EPT implementation in construction procurement.

This study provides insights for researchers to help them contribute to the development of theory with contemporary approaches based on the influence patterns of barrier interrelationships.

This study provides a model that would help practitioners and decision makers in construction procurement to understand and effectively determine the complex and dynamic influences of barrier groups to EPT uptake, for the development of suitable mitigation strategies.

This study provides novel insights into the complex influence patterns among grouped barriers concerning EPT adoption in the construction industry. Researchers and practitioners are equipped with knowledge on the influence patterns of barriers. This knowledge aids the development of effective strategies that mitigate the combined groups of barriers, and promote the wider implementation of EPT in the construction industry.

Connecting autonomous drones to ground operations and services is a prerequisite for the adoption of scalable and sustainable drone services in the built environment. Despite the rapid advance in the field of autonomous drones, the development of ground infrastructure has received less attention. Contemporary airport design offers potential solutions for the infrastructure serving autonomous drone services. To that end, this paper aims to construct a framework for connecting air and ground operations for autonomous drone services. Furthermore, the paper defines the minimum facilities needed to support unmanned aerial vehicles for autonomous logistics and the collection of aerial data.

The paper reviews the state-of-the-art in airport design literature as the basis for analysing the guidelines of manned aviation applicable to the development of ground infrastructure for autonomous drone services. Socio-technical system analysis was used for identifying the service needs of drones.

The key findings are functional modularity based on the principles of airport design applies to micro-airports and modular service functions can be connected efficiently with an autonomous ground handling system in a sustainable manner addressing the concerns on maintenance, reliability and lifecycle.

As the study was limited to the airport design literature findings, the evolution of solutions may provide features supporting deviating approaches. The role of autonomy and cloud-based service processes are quintessentially different from the conventional airport design and are likely to impact real-life solutions as the area of future research.

The findings of this study provided a framework for establishing the connection between the airside and the landside for the operations of autonomous aerial services. The lack of such framework and ground infrastructure has hindered the large-scale adoption and easy-to-use solutions for sustainable logistics and aerial data collection for decision-making in the built environment.

The evolution of future autonomous aerial services should be accessible to all users, “democratising” the use of drones. The data collected by drones should comply with the privacy-preserving use of the data. The proposed ground infrastructure can contribute to offloading, storing and handling aerial data to support drone services’ acceptability.

To the best of the authors’ knowledge, the paper describes the first design framework for creating a design concept for a modular and autonomous micro-airport system for unmanned aviation based on the applied functions of full-size conventional airports.

Previous studies have postulated that an advance payment system (APS) positively impacts the contractor's working capital and is paramount to ensuring an efficient and effective project cash flow process. However, scant research has been undertaken to empirically establish the cash flow performance and domino effect of APS on project and organisational performance.

The epistemological design adopted a positivist philosophical stance augmented by deductive reasoning to explore the phenomena under investigation. Primary quantitative data were collected from 504 Construction Industry Development Board (CIDB) registered contractors (within the grade bandings 1–9) in South Africa. A five-point Likert scale was utilised, and subsequent data accrued were analysed using structural equation modelling (SEM).

Emergent findings reveal that the mandatory use of an APS does not guarantee a positive project cash flow, an improvement in organisational performance or an improvement in project performance.

The ensuing discussion reveals the contributory influence of APS on positive cash flow and organisational performance, although APS implementation alone will not achieve these objectives. Practically, the research accentuates the need for various measures to be concurrently adopted (including APS) towards ensuring a positive project cash flow and improved organisational and project performance.

There is limited empirical research on cash flow performance and the domino effect of APS on project and organisational performance in South Africa, nor indeed, the wider geographical location of Africa as a continent. This study addresses this gap in the prevailing body of knowledge.

The purpose of this study is to understand the strategic roles of service customer equity (SCE) and innovation protection on firm performance (FP).

Structural equation modeling (SEM) was used to test the proposed model. The authors tested the model using managerial data from two countries: USA and India.

The findings of this study indicated positive direct impacts of service innovation (SI) on FP and positive indirect impacts via SCE in both samples. SI and SCE impacts on FP were both stronger in the US samples. However, the effect of SI on SCE is stronger in India than in the USA. This study also identified moderating impacts of service innovation protection (SIP) on the relationship between SI and FP in the Indian sample and between SI and SCE in the US sample.

Although there is scholarly research in SI and its impact on FP, there are no studies the authors identified that discuss the moderating effect of SIP. The authors studied the moderating effect of SIP because (1) it is crucial for industries to maintain a competitive advantage in the marketplace, (2) it protects industries investment in research and development and (3) it also protects industries intellectual property, such as trademark, copyrights and patents. There are two key contributions of this study: (a) investigating the effect of SCE between SI and FP and (b) investigating the moderating effect of SIP using managerial data from two countries (USA vs India).