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Article
Publication date: 21 March 2022

Woohyun Cho, Dong-Jun Min and Martin Dresner

Based on cost of quality (CoQ) research, this study aims to highlight the importance of incorporating the costs to customers in contributing to service quality when examining how…

Abstract

Purpose

Based on cost of quality (CoQ) research, this study aims to highlight the importance of incorporating the costs to customers in contributing to service quality when examining how customers respond to possible service failures [quality assurance behavior (QAB)]. Consequently, this study also aims to show how the CoQ framework can be a useful tool to the service industry in determining enhancements in quality and related expenditures.

Design/methodology/approach

Using the airline industry as a case example, this study empirically tests the impact of predicted service quality and its associated costs on an individual’s QAB (wait time spent at the departing airport) through revealed preferences. The study uses survey data from more than 4,000 passengers matched with travel-specific quality information archived by the US Department of Transportation (DOT).

Findings

This study finds that customers are willing to increase their level of QAB when informed of an increased probability of service failure. This study also finds that the level of QAB varies depending on anticipated customer costs of avoiding or responding to service failures.

Practical implications

Findings of this study emphasize the need for shared responsibility between service providers and their customers in making decisions on the provision of service quality, as helping customers adjust the appropriate level of QAB may result in greater efficiency and higher quality of service.

Originality/value

This study conceptualizes and empirically tests causal relationships between expected quality and customer efforts (QAB), thus contributing to operations literature examining CoQ in a service setting. This study argues that it is critical to consider shared responsibilities between co-producers (service providers and customers) in service operations studies.

Details

International Journal of Operations & Production Management, vol. 42 no. 4
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 11 February 2021

Elyria Kemp, McDowell Porter III, Nwamaka A. Anaza and Dong-Jun Min

Organizations can benefit significantly from the growing capabilities of the internet. As the Web facilitates purchasing and reduces the costs of marketing, companies can connect…

3920

Abstract

Purpose

Organizations can benefit significantly from the growing capabilities of the internet. As the Web facilitates purchasing and reduces the costs of marketing, companies can connect with customers through the use of storytelling. This study aims to examine how small businesses leverage the use of storytelling to engage with customers and drive revenue and online reputation management.

Design/methodology/approach

Both qualitative and quantitative insights are offered in two studies. In Study 1, interviews were conducted with business owners to explore the efforts made by their companies to connect and engage with consumers online. Study 2 builds on the findings from Study 1 and uses survey methodology to test a model which outlines how storytelling can foster engagement with customers.

Findings

Results indicate that story content is positively related to emotional content and the personal connection an individual feels toward a firm’s products. Furthermore, user-generated content moderates the relationship between story content creation and personal connections. Findings also demonstrate that personal connection is essential to customer engagement. Ultimately, engagement can lead to revenue generation from social commerce as well as increased reputation management activity.

Originality/value

This research demonstrates how small businesses can use the power of storytelling to immerse and transport audiences in such a way that customer beliefs and attitudes toward the firm are impacted in a favorable way. By telling its brand story well, firms have the power to increase the value of their products.

Open Access
Article
Publication date: 7 January 2019

Elyria Angela Kemp, Kim Williams, Dong-Jun Min and Han Chen

The purpose of this paper is to examine the psychological influence that the presence of music has on consumers’ evaluations of the service environment. Specifically, it…

5282

Abstract

Purpose

The purpose of this paper is to examine the psychological influence that the presence of music has on consumers’ evaluations of the service environment. Specifically, it investigates how emotion regulation processes and the impact of emotions/mood are linked to consumers’ evaluation of service and product quality.

Design/methodology/approach

An exploratory study was conducted using industry professionals in order to garner insight about the value of music and its benefits in the service environment. A field experiment was then conducted to test hypotheses.

Findings

Industry professionals offer implicit theories about the value of music. Specifically, they propose that music can be used to help customers regulate emotions and improve mood, enhance the customer experience and help in attracting new consumer segments. Results from the field experiment found that those exposed to music were likely to improve mood, express more favorable evaluations of the service and product quality of the establishment, as well as exhibit stronger intentions to continue to patronize the establishment.

Practical implications

Using live music in the service environment can be beneficial to organizations by improving customers’ emotional/psychological status as well as their evaluation of the consumption experience.

Originality/value

This research contributes to the existing literature by demonstrating how emotion regulation processes and the impact of emotions/mood are linked to consumers’ evaluation of service and product quality. Also, support for mood congruency judgment is found. Participants in the field study who had been exposed to music indicated that they made efforts to improve their mood and subsequently had more favorable judgments of service and product quality.

Details

International Hospitality Review, vol. 33 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 20 July 2012

Marisa Siddivò and Alessandra De Chiara

The aim of this paper is to demonstrate that synergy between firms and local institutions may lead to success even in an economic environment which cannot offer competitive…

1215

Abstract

Purpose

The aim of this paper is to demonstrate that synergy between firms and local institutions may lead to success even in an economic environment which cannot offer competitive advantages to high tech industrial clustering. However, the condition for such a complex result is convergence between cluster‐based regional development policy, the related industry national strategy and the central government preferential policy for less developed areas.

Design/methodology/approach

The experiences selected as case studies are the Xi'an National Civil Aerospace Base in Shaanxi Province (China) and CampaniAerospace in Campania region (Italy). As information was gathered both through policy documents (China and Italy) and direct interviews to cluster's stakeholders (Italy), the outcome is, according to the criteria suggested by Eisenhardt and Yin, a qualitative research. Comparing economic data provided by the respective countries' Statistical Offices, the authors assessed that Shaanxi Province and the Campania region share a “peripheral” position within their respective national context. Starting from this, the authors analyzed the formal documents which reported the experience of the two clusters.

Findings

The finding is that the outcome (the status of cluster which is assumed as “a value in itself”) of the convergence between firms' will to gain agglomeration advantages and the policymakers' plan to redress interregional economic disparities is definitely not an efficiency‐driven process. In the high tech sectors which are very sensitive to the increasing competition for technology on the international market, the pursuit of efficiency may, on the contrary, be dissipated.

Originality/value

As attested by the comparative literature, aims and performance of industrial clusters differ in accordance with the stage of economic development as well as the institutional and regulatory framework. The paper demonstrates, however, that in the take‐off stage, it is the position occupied by the host region within the national context which determines the behaviour of the actors concerned as well as the outcome of their commitment.

Details

Journal of Science and Technology Policy in China, vol. 3 no. 2
Type: Research Article
ISSN: 1758-552X

Keywords

Article
Publication date: 3 July 2023

Mariusz Korkosz, Stanisław Noga and Tomasz Rogalski

The study aims to show the influence of selected mechanical parameters of the rotor on the maximum speed and parameters of the electric motor.

Abstract

Purpose

The study aims to show the influence of selected mechanical parameters of the rotor on the maximum speed and parameters of the electric motor.

Design/methodology/approach

A simplified mechanical analysis of the rotor of the electric motor was conducted, determining the safety factor of the motor. An analysis of the impact of key rotor parameters (significant from the mechanical strength perspective) on the electromagnetic parameters and the safety factor of the selected high-speed electric motor was carried out. The influence of changes in the rotor’s geometrical dimensions (centrifugal force) on the electromagnetic parameters of the electric motor was shown.

Findings

The study shows the impact of changes in selected rotor parameters on electromagnetic parameters and the safety factor of a high-speed electric motor (at its required operating point of 45,000 rpm). The dependence of the safety factor as a function of the maximum motor speed was determined for the proposed rotor modifications.

Practical implications

The proposed modifications can be used in larger drive systems. They have practically no impact on increasing the value of the motor’s moment of inertia (they do not degrade the dynamics of the motor’s operation).

Originality/value

It was proposed to use a new design coefficient which is in relation to the motor’s safety coefficient. It has been shown that a minimal modification of the motor rotor allows to increase its maximum speed by several dozen per cent (while maintaining the safety factor). It has also been shown that when operating at maximum speed within the safe range, the change in the geometrical dimensions of the rotor hardly influences the change in the value of the centrifugal force.

Details

Aircraft Engineering and Aerospace Technology, vol. 95 no. 9
Type: Research Article
ISSN: 1748-8842

Keywords

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