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1 – 2 of 2Dave Valliere and Charlene L. Nicholls-Nixon
Although business incubators are a widely recognized form of entrepreneurial support, this paper aims to challenge the assumption that incubation is necessarily beneficial for…
Abstract
Purpose
Although business incubators are a widely recognized form of entrepreneurial support, this paper aims to challenge the assumption that incubation is necessarily beneficial for early-stage entrepreneurs, and considers cases where, due to variability in the motives and behaviours of entrepreneurs, incubation may be unwarranted or even undesireable.
Design/methodology/approach
This study presents a theoretically derived typology of incubated entrepreneurs, based on their entrepreneurial competence and capacity for learning, which asserts that incubation may be unwarranted or even undesireable for three of the four proposed entrepreneur types. Qualitative data from interviews with entrepreneurs and managing directors from 10 business incubators is used to illustrate the existence of these types.
Findings
The data provides evidence of entrepreneurial types whose incubation may be counterproductive to the goals and objectives of their host incubators.
Practical implications
Implications for incubator management (intake screening and ongoing monitoring of portfolio) are developed and aimed at improving the outcomes of business incubation for stakeholders.
Originality/value
The paper contributes to the incubation typology literature by challenging a widely held assumption that entrepreneurs have the potential to benefit from incubation and by reconceptualizing incubators as “crucibles” that perform a critical function in distinguishing high-potential entrepreneurs.
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Keywords
Somtochukwu Emmanuel Dike, Zachary Davis, Alan Abrahams, Ali Anjomshoae and Peter Ractham
Variations in customer expectations pose a challenge to service quality improvement in the airline industry. Understanding airline customers' expectations and satisfaction help…
Abstract
Purpose
Variations in customer expectations pose a challenge to service quality improvement in the airline industry. Understanding airline customers' expectations and satisfaction help service providers improve their offerings. The extant literature examines airline passengers' expectations in isolation, neglecting the overall impact of online reviews on service quality improvement. This paper systematically evaluates the airline industry's passengers' expectations and satisfaction using expectation confirmation theory (ECT) and the SERVQUAL framework. The paper analyzes online reviews to examine the relationship between airline service quality attributes and passengers' satisfaction.
Design/methodology/approach
The SERVQUAL framework was employed to examine the effects of customer culture, the reason for traveling, and seat type on customer's expectations and satisfaction across a large sample of airline customers.
Findings
A total of 17,726 observations were gathered from the Skytrax review website. The lowest satisfaction ratings were from passengers from the USA, Canada and India. Factors that affect perceived service performance include customer service, delays and baggage management. Empathy and reliability have the biggest impact on the perceived satisfaction of passengers.
Research limitations/implications
This research increases understanding of the consumer expectations through analysis of passengers' online reviews. Results are limited to a small sample of airline industries.
Practical implications
This study provides airlines with valuable information to improve customer service by analyzing online reviews.
Social implications
This study provides the opportunity for airline customers to gain better services when airline companies utilize the findings.
Originality/value
This paper offers insights into passengers' expectations and their perceived value for money in relation to seat types. Previous studies have not investigated value for money as a construct for passengers' expectations and satisfaction relative to service quality dimensions. This paper addresses this need.
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