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Article
Publication date: 2 December 2020

Peter Madzík and Arash Shahin

The purpose of this study is to present and explain a new customer segmentation approach inspired by failure mode and effect analysis (FMEA) which can help classify…

Abstract

Purpose

The purpose of this study is to present and explain a new customer segmentation approach inspired by failure mode and effect analysis (FMEA) which can help classify customers into more accurate segments.

Design/methodology/approach

The present study offers a look at the three most commonly used approaches to assessing customer loyalty:net promoter score, loyalty ladder and loyalty matrix. A survey on the quality of restaurant services compares the results of categorizing customers according to these three most frequently used approaches.

Findings

A new way of categorizing customers through loyalty priority number (LPN) is proposed. LPN was designed as a major segmentation criterion consisting of customer loyalty rate, frequency of purchase of products or services and value of purchases. Using the proposed approach allows to categorize customers into four more comprehensive groups: random, bronze, silver and gold – according to their loyalty and value to the organization.

Practical implications

Survey will bring a more accurate way of categorizing customers even in those sectors where transaction data are not available. More accurate customer categorization will enable organizations to use targeting tools more effectively and improve product positioning.

Originality/value

The most commonly used categorization approaches such as net promoter score, loyalty ladder or loyalty matrix offer relatively general information about customer groups. The present study combines the benefits of these approaches with the principles of FMEA. The case study not only made it possible to offer a view of the real application of the proposed approach but also made it possible to make a uniform comparison of the accuracy of customer categorization.

Details

International Journal of Quality & Reliability Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

Keywords

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Book part
Publication date: 14 October 2011

Robin Patric Clair and Rebekah L. Fox

The purpose of this study is to apply a rhetorical lens to the exploration of symbolic interactions used to negotiate contested identity. Specifically, we provide and…

Abstract

The purpose of this study is to apply a rhetorical lens to the exploration of symbolic interactions used to negotiate contested identity. Specifically, we provide and analyze an Internet discussion among nurses concerning job duties and responsibilities. In this case study, one nurse questions her superior's remarks about her “abandoning” her responsibilities if she does not undertake “non-nursing” tasks. Ironically, the majority of posts that follow from other nurses perpetuate the notion that nurses must perform “non-nursing” tasks to fulfill their primary moral obligation and sustain an identity of nurses as flexible and caring. A rhetorical lens is applied and suggests that multiple framing techniques and rhetorical tactics (i.e., mutual negation, minimization, red herrings, sunny-side of domination, and perhaps most important the moral imperative) are used to persuade the nurse toward a collective identity – flexible professional. Although the main contribution of this study is found in the use of the rhetorical lens, an additional contribution is discussed – unexpected evidence, which suggests that the primary assumption of a “nursing shortage” may be a discursive reality, as well.

Details

Studies in Symbolic Interaction
Type: Book
ISBN: 978-1-78052-156-5

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Book part
Publication date: 22 May 2012

Larry W. Isaac

Purpose – This paper extends research on social movement media by focusing on the use of a literary genre – realist fiction – namely, the labor problem novel in the…

Abstract

Purpose – This paper extends research on social movement media by focusing on the use of a literary genre – realist fiction – namely, the labor problem novel in the context of the labor movement and countermovement in late 19th-century America.

Methodology – I do a close reading of a significant early dialogical cluster of such novels to address three key questions: (1) Field position of authors – What was the position of these labor problem authors in relation to the movement field and literary field and how did that positioning matter? (2) Genre selection – What was it about the realist novel that attracted labor problem partisans to it? (3) Internal content – How did authors shape the internal structure and content of their stories?

Findings – As literary activists, authors pivoted between the movement field and literary field selecting the novel for the special powers that it possessed relative to other historically available media. Authors produced stories with a good/evil binary attached to characters that stood for emerging social categories in young industrial America. During the Gilded Age (and beyond) the novel played an important role as medium for the labor movement and its opposition – characterizing collective actors, dramatizing forms of action, providing materials for claims of injustice or threats, solutions to social problems, and new categories and collective identities – all with powerful emotional appeal and entertainment value.

Implications – This study suggests that social movement scholars might expand their purview of cultural media used by movements and also take genre and its selection by activists seriously.

Originality – This study demonstrates how literature – realist fiction – has been shaped by movement agents and played an important, but under-appreciated, role in the struggle over cultural supremacy in the context of movement–countermovement dynamics.

Details

Media, Movements, and Political Change
Type: Book
ISBN: 978-1-78052-881-6

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Book part
Publication date: 15 July 2009

Tzuhui A. Tseng, David Y. Chang and Ching-Cheng Shen

This empirical study investigated the relationships among leisure behaviors and life satisfaction of Thai labors in Taiwan. Convenience sampling and several statistical…

Abstract

This empirical study investigated the relationships among leisure behaviors and life satisfaction of Thai labors in Taiwan. Convenience sampling and several statistical techniques were adopted. The key findings were (1) Leisure preference, participation, constraint, satisfaction, and overall life satisfaction are influenced by one's socioeconomic background. (2) Because of living in a new country, Thai labors' past and current leisure participations although are strongly related, they are different. In addition, the relation between their leisure preference and participation was found significant when living in Thailand but not when living in Taiwan. (3) The constraints preventing Thai labors from participating in leisure activities in Taiwan were found. They significantly reduced one's leisure participation and satisfaction. (4) A positive relationship between Thai labors' leisure participation and leisure satisfaction in Taiwan was found along with the finding that their leisure satisfaction was also positively related to their life satisfaction.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84855-675-1

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Abstract

Details

Modelling Our Future: Population Ageing, Health and Aged Care
Type: Book
ISBN: 978-1-84950-808-7

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Book part
Publication date: 26 August 2010

Mark P. Brown, Jonathon R.B. Halbesleben and Anthony R. Wheeler

In an era of increasing demand for healthcare coupled with decreasing availability of highly skilled healthcare professionals, healthcare administrators are increasingly…

Abstract

In an era of increasing demand for healthcare coupled with decreasing availability of highly skilled healthcare professionals, healthcare administrators are increasingly concerned with how they might recruit and retain talent. Increasingly, they are focusing on compensation strategies to support their recruitment and retention objectives. This article investigates the organizational efficiency and financial performance implications for hospitals of using a hybrid relative wage strategy to compensate their nursing professionals. Considering three types of nursing professionals, registered nurses (RNs), licensed practical nurses (LPNs), and nurse assistants (NAs), we investigated the effectiveness of paying market leading wages to higher skilled nurses and market lagging wages to lower skilled nurses. On the basis of prior utility analyses of the importance of pay practices at particular organizational levels, we hypothesize positive performance consequences as a result of pursuing these relative wage strategies. Using data from 352 short-term stay acute care hospitals in California, we found that a lead pay policy among RNs and a lag pay policies among LPNs and NAs were associated with higher Return on Assets (ROA) (i.e., financial performance) and shorter Average Length of Stay (ALOS) (i.e., organizational efficiency).

Details

Strategic Human Resource Management in Health Care
Type: Book
ISBN: 978-1-84950-948-0

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Article
Publication date: 5 September 2016

Aisha Aseeri and Omaimah Bamasag

In the past few years, HB-like protocols have gained much attention in the field of lightweight authentication protocols due to their efficient functioning and large…

Abstract

Purpose

In the past few years, HB-like protocols have gained much attention in the field of lightweight authentication protocols due to their efficient functioning and large potential applications in low-cost radio frequency identification tags, which are on the other side spreading so fast. However, most published HB protocols are vulnerable to man-in-the-middle attacks such as GRS or OOV attacks. The purpose of this research is to investigate security issues pertaining to HB-like protocols with an aim of improving their security and efficiency.

Design/methodology/approach

In this paper, a new and secure variant of HB family protocols named HB-MP* is proposed and designed, using the techniques of random rotation. The security of the proposed protocol is proven using formal proofs. Also, a prototype of the protocol is implemented to check its applicability, test the security in implementation and to compare its performance with the most related protocol.

Findings

The HB-MP* protocol is found secure against passive and active adversaries and is implementable within the tight resource constraints of today’s EPC-type RFID tags. Accordingly, the HB-MP* protocol provides higher security than previous HB-like protocols without sacrificing performance.

Originality/value

This paper proposes a new HB variant called HB-MP* that tries to be immune against the pre-mentioned attacks and at the same time keeping the simple structure. It will use only lightweight operations to randomize the rotation of the secret.

Details

International Journal of Pervasive Computing and Communications, vol. 12 no. 3
Type: Research Article
ISSN: 1742-7371

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Article
Publication date: 11 May 2017

Ruchini Senarath Jayasinghe and Nirodha Gayani Fernando

The purpose of this paper is to establish labour productivity norms (LPNs) on an elemental basis to investigate a measurement for the labour productivity (LP) of aluminium…

Abstract

Purpose

The purpose of this paper is to establish labour productivity norms (LPNs) on an elemental basis to investigate a measurement for the labour productivity (LP) of aluminium system formwork (ASF) in low-cost housing projects (LHPs) in Sri Lanka.

Design/methodology/approach

Case study approach was selected as the most appropriate for the study and semi-structured interviews, document review and direct observations were used for the data collection. Four case studies were conducted. Eight semi-structured interviews were conducted among four cases. Further, document review was used in three cases, and direct observation was used in one case. The validation of the results was not possible in a real life project due to time limitations.

Findings

The findings identified six labour productivity factors (LPFs) affecting the LP of ASF. The need for LPNs for ASF on an elemental basis is identified. Further, LPNs were developed using LPFs.

Research limitations/implications

This research was limited to LHPs for underserved settlements in Colombo, Sri Lanka which use ASF. The LPNs were prepared based on time studies and were restricted to structural elements such as slabs, beams and columns.

Originality/value

The LPNs were developed for ASF in LHPs based on the effect of weather, crew, site, management and project factors. Further, the study addresses a gap in the literature regarding the development of LPNs of ASF for LPHs in Sri Lanka. LPNs for ASF have enhanced LP while promoting economic and social stability in the industry.

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Article
Publication date: 7 October 2013

Shelagh M.R. Campbell

The changing dynamics of current workplaces and the increasing employment of professionals in large bureaucratic organizations calls for a renewed examination of…

Abstract

Purpose

The changing dynamics of current workplaces and the increasing employment of professionals in large bureaucratic organizations calls for a renewed examination of commitment at work. This study assesses a three-component model of professional commitment in a unionized environment to determine the applicability of a three-component model of professional commitment and its effect on participation in union and professional activities. This paper aims to discuss these issues.

Design/methodology/approach

A cross-sectional survey of licensed practical nurses tests the validity of a three-component model of professional commitment concurrent with union commitment; the impact of commitment on varying levels of participation in union and professional activities is examined.

Findings

Support is found for a three component of professional commitment based on Meyer and Allen's model of organizational commitment. Normative professional commitment has an inverse relationship to outcomes compared to professional affective commitment and union affective commitment, eflecting the professional socialization process.

Research limitations/implications

Sample size limits the generalizability of the findings. A larger study, with longitudinal design, would contribute to understanding the operation of union and professional commitment in the same workplace.

Practical implications

Support for a variety of union and professional activities is linked to both union and professional commitment, indicating there may be shared values motivating participation in these activities. It may be possible to overcome the negative association between normative commitment and engagement in activities through emphasis on affective commitment to both the union and the profession.

Originality/value

The findings are important for the increasing number of professionals employed in unionized settings, particularly in the public sector, whose collective bargaining rights are being threatened.

Details

International Journal of Organizational Analysis, vol. 21 no. 4
Type: Research Article
ISSN: 1934-8835

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Article
Publication date: 6 July 2015

Jonathan Walsh, Nicholas Taylor, Donna Hough and Paul Brocklehurst

The purpose of this paper was to evaluate a pilot training programme run by Health Education North West to promote clinical leadership amongst general dental practitioners…

Abstract

Purpose

The purpose of this paper was to evaluate a pilot training programme run by Health Education North West to promote clinical leadership amongst general dental practitioners (GDPs). New powers and responsibilities for clinicians have caused a fundamental shift in the way that local services are planned and delivered in England. GDPs are being appointed onto the boards of local professional networks (LPNs) to influence the way that services are delivered at a local level. Analogous to clinical commissioning groups in medicine, the role of LPNs is to ensure that GDPs lead change and drive up the quality of service provision. Clinical leadership has been argued to be fundamentally important in these new structures, but has received little attention in the dental literature.

Design/methodology/approach

Semi-structured interviews and a focus group were held with participants of the pilot to explore their understanding and experience of clinical leadership. These were recorded, transcribed verbatim and underwent thematic analysis.

Findings

Nineteen codes were identified and organized into four themes: nature of clinical leadership, challenges for clinical leaders in dentistry, Leadership Exploration and Discovery programme evaluation and future direction.

Practical implications

The research provides an understanding of how GDPs conceptualise clinical leadership and provides recommendations for future leadership training programmes.

Originality/value

This is the first evaluation of a leadership programme for GDPs and so helps address the paucity of evidence in the dental literature.

Details

Leadership in Health Services, vol. 28 no. 3
Type: Research Article
ISSN: 1751-1879

Keywords

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