The purpose of this paper is to identify the antecedents of perceived customer value, such as the perceived quality and perceived sacrifices, and the effects on customer…
The purpose of this paper is to identify the antecedents of perceived customer value, such as the perceived quality and perceived sacrifices, and the effects on customer satisfaction and customer loyalty (CL) in the restaurant industry.
Based on an extensive literature review, a research model and questionnaire were designed. To assess the hypothesised relationships, data were collected in a field survey. Partial least squares regression (a variance-based regression analysis of SEM) was selected to analyse the relationships within the research model.
The findings of this study indicate that the perceived monetary sacrifice (PMS) and perceived service quality were found to be antecedents of perceived value (PV), whereas PMS was the major precursor of PV. Further, PV was found to have a substantial influence on customer satisfaction and CL.
The study provides a better understanding of the price–value–satisfaction–loyalty relationships in the restaurant context in a more holistic sense and recommendations to move this research stream forward.
This research explores perceptions of knowledge management processes held by managers and employees in a service industry. To date, empirical research on knowledge…
This research explores perceptions of knowledge management processes held by managers and employees in a service industry. To date, empirical research on knowledge management in the service industry is sparse. This research seeks to examine absorptive capacity and its four capabilities of acquisition, assimilation, transformation and exploitation and their impact on effective knowledge management. All of these capabilities are strategies that enable external knowledge to be recognized, imported and integrated into, and further developed within the organization effectively. The research tests the relationships between absorptive capacity and effective knowledge management through analysis of quantitative data (n = 549) drawn from managers and employees in 35 residential aged care organizations in Western Australia. Responses were analysed using Partial Least Square-based Structural Equation Modelling. Additional analysis was conducted to assess if the job role (of manager or employee) and three industry context variables of profit motive, size of business and length of time the organization has been in business, impacted on the hypothesized relationships.
Structural model analysis examines the relationships between variables as hypothesized in the research framework. Analysis found that absorptive capacity and the four capabilities correlated significantly with effective knowledge management, with absorptive capacity explaining 56% of the total variability for effective knowledge management. Findings from this research also show that absorptive capacity and the four capabilities provide a useful framework for examining knowledge management in the service industry. Additionally, there were no significant differences in the perceptions held between managers and employees, nor between respondents in for-profit and not-for-profit organizations. Furthermore, the size of the organization and length of time the organization has been in business did not impact on absorptive capacity, the four capabilities and effective knowledge management.
The research considers implications for business in light of these findings. The role of managers in providing leadership across the knowledge management process was confirmed, as well as the importance of guiding routines and knowledge sharing throughout the organization. Further, the results indicate that within the participating organizations there are discernible differences in the way that some organizations manage their knowledge, compared to others. To achieve effective knowledge management, managers need to provide a supportive workplace culture, facilitate strong employee relationships, encourage employees to seek out new knowledge, continually engage in two-way communication with employees and provide up-to-date policies and procedures that guide employees in doing their work. The implementation of knowledge management strategies has also been shown in this research to enhance the delivery and quality of residential aged care.
THE death of Sir John Ballinger was the cardinal library event of January. Elsewhere one of our contributors has gathered his memories of this distinguished past president of the Library Association. Here we pay tribute to a great librarian whose devotion to all that is best in the service was life‐long and who received honours which are not always given to librarians. Achieving a relatively important library position in early life, he not only gave his city an admirable service; he found time to work for all the general interests of the profession. The respect and gratitude, and indeed the affection, of all of us surrounded his later years and go with him to his grave. Our sympathy is respectfully expressed to Lady Ballinger and her family.
The character of Miss Moneypenny, whilst minor, is a staple in the cinematic universe of the James Bond film franchise, and she has been portrayed by various actresses…
The character of Miss Moneypenny, whilst minor, is a staple in the cinematic universe of the James Bond film franchise, and she has been portrayed by various actresses throughout the years. Her character forms an indispensable part of the MI6 office. However, Miss Moneypenny remains sexually unattainable and the one woman that James Bond has not managed to bed: ‘The muffled eroticism of Moneypenny and Bond has survived for over [fifty] years, forming the longest unconsummated screen relationship’ (Brabazon, 1999). Fans of the James Bond film franchise, however, may feel differently about the relationship between 007 and Miss Moneypenny, hoping for a romantic conclusion to the banter and flirting that has continued throughout the film franchise. This chapter will analyse comments made on two fan-made YouTube videos that are supercuts of all the scenes between James Bond and Miss Moneypenny, in order to understand fans’ opinions of the relationship between the two characters. This chapter will make use of fan studies and participatory culture in order to understand the manner in which fans perceive the relationship between James Bond and Miss Moneypenny, and how these two characters will always be in the ‘friend-zone’.
It has often been said that a great part of the strength of Aslib lies in the fact that it brings together those whose experience has been gained in many widely differing fields but who have a common interest in the means by which information may be collected and disseminated to the greatest advantage. Lists of its members have, therefore, a more than ordinary value since they present, in miniature, a cross‐section of institutions and individuals who share this special interest.
The very large number of books at present being issued relating to, or connected with the War, conclusively shows to what a great extent the intellectual as well as the material strength of the nation is engrossed by the terrible struggle in which we are engaged. But without abating any of our own interest in the supreme events now taking place, we may well pause to remember that things will not always be thus, and consider carefully before we crowd our shelves with works that are in many cases of very ephemeral value.
Most librarians in libraries of several years standing must have been confronted with the difficulty of obtaining copies of certain books which have been allowed to go out of print by their publishers. The number of such books is rapidly increasing, and among them are works which have taken a recognised place in English literature, as well as many others which have obtained a permanent value by being enshrined in the catalogues of hundreds of public and other libraries. In course of time many of these books are worn out, and it becomes necessary to replace them with new copies. It is then the discovery is made that fresh copies cannot be obtained, and the librarian is filled with dismay on receiving a long list of books from his bookseller marked with the ominous sign “O/P.” Time after time this experience is repeated, till the librarian begins to wonder if any of his catalogue entries of certain authors will stand good. A temporary relief is sometimes obtained by advertising for second‐hand copies, but even these are becoming more difficult to procure, and in the case of novelists like G. P. R. James, James Grant, and Harrison Ainsworth, only three volume editions are reported. It is, therefore, quite evident that the time has arrived for some combined effort to be made by the librarians of the country, if their shelves are to be kept in agreement with their catalogues.
The cardinal point to note here is that the development (and unfortunately the likely potential) of area policy is intimately related to the actual character of British…
The cardinal point to note here is that the development (and unfortunately the likely potential) of area policy is intimately related to the actual character of British social policy. Whilst area policy has been strongly influenced by Pigou's welfare economics, by the rise of scientific management in the delivery of social services (cf Jaques 1976; Whittington and Bellamy 1979), by the accompanying development of operational analyses and by the creation of social economics (see Pigou 1938; Sandford 1977), social policy continues to be enmeshed with the flavours of Benthamite utilitatianism and Social Darwinism (see, above all, the Beveridge Report 1942; Booth 1889; Rowntree 1922, 1946; Webb 1926). Consequently, for their entire history area policies have been coloured by the principles of a national minimum for the many and giving poorer areas a hand up, rather than a hand out. The preceived need to save money (C.S.E. State Apparatus and Expenditure Group 1979; Klein 1974) and the (supposed) ennobling effects of self help have been the twin marching orders for area policy for decades. Private industry is inadvertently called upon to plug the resulting gaps in public provision. The conjunction of a reluctant state and a meandering private sector has fashioned the decaying urban areas of today. Whilst a large degree of party politics and commitment has characterised the general debate over the removal of poverty (Holman 1973; MacGregor 1981), this has for the most part bypassed the ‘marginal’ poorer areas (cf Green forthcoming). Their inhabitants are not usually numerically significant enough to sway general, party policies (cf Boulding 1967) and the problems of most notably the inner cities has been underplayed.
WE write on the eve of an Annual Meeting of the Library Association. We expect many interesting things from it, for although it is not the first meeting under the new constitution, it is the first in which all the sections will be actively engaged. From a membership of eight hundred in 1927 we are, in 1930, within measurable distance of a membership of three thousand; and, although we have not reached that figure by a few hundreds—and those few will be the most difficult to obtain quickly—this is a really memorable achievement. There are certain necessary results of the Association's expansion. In the former days it was possible for every member, if he desired, to attend all the meetings; today parallel meetings are necessary in order to represent all interests, and members must make a selection amongst the good things offered. Large meetings are not entirely desirable; discussion of any effective sort is impossible in them; and the speakers are usually those who always speak, and who possess more nerve than the rest of us. This does not mean that they are not worth a hearing. Nevertheless, seeing that at least 1,000 will be at Cambridge, small sectional meetings in which no one who has anything to say need be afraid of saying it, are an ideal to which we are forced by the growth of our numbers.