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1 – 10 of over 2000Terhi Junkkari, Maija Kantola, Leena Arjanne, Harri Luomala and Anu Hopia
This study aims to increase knowledge of the ability of nutrition labels to guide consumer choices in real-life environments.
Abstract
Purpose
This study aims to increase knowledge of the ability of nutrition labels to guide consumer choices in real-life environments.
Design/methodology/approach
Food consumption and plate waste data were collected from two self-service restaurants (SSR) with different customer groups over six observation days: three control and three intervention (with nutrition labelling) periods. Study Group 1 consisted of vocational school students, mostly late adolescents (N = 1,710), and Group 2 consisted of spa hotel customers, mostly elderly (N = 1,807). In the experimental restaurants, the same food was served to the buffets during the control and intervention periods.
Findings
The nutrition label in the lunch buffet guides customers to eat fewer main foods and salads and to select healthier choices. Increased consumption of taste enhancers (salt and ketchup) was observed in the study restaurants after nutritional labelling. Nutrition labelling was associated with a reduction in plate waste among the elderly, whereas the opposite was observed among adolescents.
Originality/value
The results provide public policymakers and marketers with a better understanding of the effects of nutrition labelling on consumer behaviour. Future studies should further evaluate the effects of nutrition labelling on the overall quality of customer diets and the complex environmental, social, and psychological factors affecting food choices and plate waste accumulation in various study groups.
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Marcel Bogers and Jørgen Dejgård Jensen
The purpose of this paper is to identify and explore different business models that are active in the gastronomic industry and assess where there may be opportunities and…
Abstract
Purpose
The purpose of this paper is to identify and explore different business models that are active in the gastronomic industry and assess where there may be opportunities and limitations for innovation.
Design/methodology/approach
The authors develop a conceptualization of the business model concept and some of its main components – considering an internal and external orientation – and how they can be applied to the gastronomic sector. On this basis, the authors propose, develop and test an empirical framework for the economic sustainability of gastronomic enterprises. Based on data from a publicly available database of the Danish hospitality sector, the authors conduct hierarchical cluster analysis to identify different business models for the Danish gastronomic sector.
Findings
Given the diversity of the gastronomic sector, there can be a multitude of alternative business models and characteristics, which may enable the sector to create value through, for example, product differentiation, market segmentation, and so on. The analysis revealed nine different clusters, which represent different business models in terms of value creation, segmentation, and resource utilization – highlighting either more closed or open business models. These business models offer a basis for considering the opportunities and barriers for business model innovation – for both startups and incumbent firms – within gastronomy and agri-food more generally.
Originality/value
The gastronomic sector is diverse and heterogeneous with a multitude of possible alternative business models. This paper provides a basis for considering the key enablers of business model development in this sector. The integrative framework and empirical assessment provides a basis for further exploring business model innovation in the gastronomic sector in particular and the agri-food sector more generally.
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Peter J. Danaher and Jan Mattsson
How service evaluations are influenced by the complexity of the service delivery process has not been adequately studied. Therefore, this study investigates three types of service…
Abstract
How service evaluations are influenced by the complexity of the service delivery process has not been adequately studied. Therefore, this study investigates three types of service processes: a hotel stay, a day conference and a restaurant visit, which represent different levels of complexity. Cumulative satisfaction was measured for each service attribute and their subattributes along the path of the service process. In addition, overall satisfaction, service quality, disconfirmation of expectations and likelihood to recommend and return were measured after completion of the service delivery. Both similar and dissimilar patterns of overall and cumulative evaluations were found across the three processes. In terms of the relative importance of process attributes and subattributes, both common and core attributes across the three processes exhibited similar importances.
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Jonathan Boote and Ann Mathews
In comparison to other techniques of data collection, observation rarely appears as a research methodology in the marketing literature: this may be because the technique is…
Abstract
In comparison to other techniques of data collection, observation rarely appears as a research methodology in the marketing literature: this may be because the technique is regarded as time‐consuming or as delivering data which lack the depth and qualitative richness of other research methodologies. In this article, the authors attempt to demonstrate that this is not the case. Far from providing superficial, “thin” information, the case forming the basis of this study demonstrates that observation delivers data which cannot be obtained using any other method. Considers the use of observation as an exploratory, qualitative, research technique and discusses when its use is appropriate. The main focus of the paper is a study carried out for Whitbread plc to highlight micro issues for consideration in the siting of different restaurant concepts.
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Bo Edvardsson, Bård Tronvoll and Ritva Höykinpuro
This article seeks to develop a new framework to outline factors that influence the resolution of unfavourable service experiences as a result of double deviation. The focus is on…
Abstract
Purpose
This article seeks to develop a new framework to outline factors that influence the resolution of unfavourable service experiences as a result of double deviation. The focus is on understanding and managing complex service recovery processes.
Design/methodology/approach
An inductive, explorative and narrative approach was selected. Data were collected in the form of narratives from the field through interviews with actors at various levels in organisations as well as with customers in a high‐touch service industry. The data form the analysis of double and triple deviation situations and complex service recovery processes.
Findings
The study identifies four factors that influence complex service recovery processes and outcomes in double deviation situations: communication, competence, time, and service system. The resulting theoretical conceptualisation of the recovery process from the customer's perspective emphasises customer perceived control, sense of coherence, and meaning. Together, these factors shape customers' perception of complex service recovery experiences.
Research limitations/implications
The empirical study is limited to the context of restaurant services. However, the findings might generalise analytically to other labour‐intensive, high‐touch services that rely on face‐to‐face interactions between customers and the service employees in triple deviation situations.
Practical implications
The different roles in a complex service recovery process must be managed constantly and in light of actors' resource integration in double deviation situations, as part of value co‐creation. Service organisations should develop a shared understanding of what factors result in favourable complex service recovery processes, to avoid triple deviations.
Originality/value
The paper offers extended understanding of complex service recovery processes through a new, empirically grounded conceptualisation of double service recovery to avoid a triple deviation.
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Nao Li, Xiaoyu Yang, IpKin Anthony Wong, Rob Law, Jing Yang Xu and Binru Zhang
This paper aims to classify the sentiment of online tourism-hospitality reviews at an aspect level. A new aspect-oriented sentiment classification method is proposed based on a…
Abstract
Purpose
This paper aims to classify the sentiment of online tourism-hospitality reviews at an aspect level. A new aspect-oriented sentiment classification method is proposed based on a neural network model.
Design/methodology/approach
This study constructs an aspect-oriented sentiment classification model using an integrated four-layer neural network: the bidirectional encoder representation from transformers (BERT) word vector model, long short-term memory, interactive attention-over-attention (IAOA) mechanism and a linear output layer. The model was trained, tested and validated on an open training data set and 92,905 reviews extrapolated from restaurants in Tokyo.
Findings
The model achieves significantly better performance compared with other neural networks. The findings provide empirical evidence to validate the suitability of this new approach in the tourism-hospitality domain.
Research limitations/implications
More sentiments should be identified to measure more fine-grained tourism-hospitality experience, and new aspects are recommended that can be automatically added into the aspect set to provide dynamic support for new dining experiences.
Originality/value
This study provides an update to the literature with respect to how a neural network could improve the performance of aspect-oriented sentiment classification for tourism-hospitality online reviews.
研究目的
本文旨在从方面级对在线旅游-酒店评论的情感进行分类。提出了一种基于神经网络模型的面向方面的情感分类新方法。
研究设计/方法/途径
本研究使用集成的四层神经网络构建面向方面的情感分类模型:BERT 词向量模型、LSTM、IAOA 机制和线性输出层。该模型在一个开放的训练数据集和从东京餐厅推断的 92,905 条评论上进行了训练、测试和验证。
研究发现
与其他神经网络相比, 该模型实现了显着更好的性能。研究结果提供了经验证据, 以验证这种新方法在旅游酒店领域的适用性。
研究原创性
该研究提供了有关神经网络如何提高旅游酒店在线评论的面向方面的情感分类性能的新文献。
研究研究局限
应该识别更多的情感从而来更加细化衡量旅游酒店体验, 并推荐新的方面/维度可以被自动添加到方面集中, 为新的用餐体验提供动态支持。
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Lionel Muziramakenga, Masato Abe and James Landi
Capital budgeting and investment.
Abstract
Subject area
Capital budgeting and investment.
Study level/applicability
Undergraduate level.
Case overview
Ms Kamariza, a young Rwandan citizen, established the non-profit organization “Solid Africa” in December 2010. She created the organization together with young professionals, friends and family members with the aim of supporting the most socioeconomically vulnerable individuals’ needs for medical, hygiene, emotional and food services. Ms Kamariza became the Chief Executive Officer and her sister the Chief Financial Officer; together with the help of other additional volunteer staff they carry out this important work. The founders have done an excellent job of maintaining the organization for five years, feeding an average of 1,000 patients every day, and gaining widespread favorable reputation. However, the organization has heavily relied on donations through fundraising events and member contributions (currently 148 members). In 2011, the founders decided that the organization should become self-reliant by planning to build an industrial kitchen, which would cater to different companies (new customers) while also providing free meals to socioeconomically vulnerable patients. This kitchen is foreseen to continuously generate revenue and profits.
Expected learning outcomes
The case is aimed at undergraduate students, pursuing their bachelor, management or social science studies. The teaching is mainly suited for students focused in the fields of social entrepreneurship, finance and social innovation. Students should be able to demonstrate the challenges faced by social entrepreneurs in their quest for capital investment; they should understand how management biases can affect business decision-making; they should also demonstrate the importance of capital budgeting techniques in a social enterprise to achieve better investment decision-making.
Supplementary materials
Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.
Subject code
CSS 3: Entrepreneurship.
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Pamela J. McKenzie and Elisabeth Davies
This article explores the varied ways that individuals create and use calendars, planners and other cognitive artifacts to document the multiple temporalities that make up their…
Abstract
Purpose
This article explores the varied ways that individuals create and use calendars, planners and other cognitive artifacts to document the multiple temporalities that make up their everyday lives. It reveals the hidden documentary time work required to synchronize, coordinate or entrain their activities to those of others.
Design/methodology/approach
We interviewed 47 Canadian participants in their homes, workplaces or other locations and photographed their documents. We analyzed qualitatively; first thematically to identify mentions of times, and then relationally to reveal how documentary time work was situated within participants' broader contexts.
Findings
Participants' documents revealed a wide variety of temporalities, some embedded in the templates they used, and others added by document creators and users. Participants' documentary time work involved creating and using a variety of tools and strategies to reconcile and manage multiple temporalities and indexical time concepts that held multiple meanings. Their work employed both standard “off the shelf” and individualized “do-it-yourself” approaches.
Originality/value
This article combines several concepts of invisible work (document work, time work, articulation work) to show both how individuals engage in documentary time work and how that work is situated within broader social and temporal contexts and standards.
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Kay Shannon and Birgit Jurgenhake
The purpose of this paper is to discuss Dutch innovative care environments for older people, including those living with dementia, from the perspectives or an architect and a…
Abstract
Purpose
The purpose of this paper is to discuss Dutch innovative care environments for older people, including those living with dementia, from the perspectives or an architect and a social gerontologist.
Design/methodology/approach
The authors visited three care environments for older people, each offering an innovative approach to living housing older people, including people with dementia. The settings are discussed from two disciplinary perspectives, facilitating an understanding of the influence of the built environment on daily life for residents.
Findings
The three facilities were all architecturally varied and resembled “real” homes to varying degrees. Additionally, each entrance offered a different welcome to the external community, ranging from full accessibility to a closed and fortified appearance. Within each facility, the built environment afforded residents opportunities to participate in valued activities, including interacting with members of the wider community.
Originality/value
The inclusion of two disciplinary perspectives offers a richer discussion of the physical and social aspects of the care environments that would be offered by one perspective alone.
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The paper aims to conceptually explore customer‐to‐customer interaction (CCI) in a cross‐cultural context; and to identify research opportunities in the field of cross‐cultural…
Abstract
Purpose
The paper aims to conceptually explore customer‐to‐customer interaction (CCI) in a cross‐cultural context; and to identify research opportunities in the field of cross‐cultural CCI.
Design/methodology/approach
The paper analyses consultations both with CCI experts and cross‐cultural management experts.
Findings
Cross‐cultural customer‐to‐customer interaction (CC‐CCI) is shown to have received very little research attention. The relevance of CCI to hospitality management is highlighted and opportunities for future investigations are identified. CC‐CCI is shown to be conceptually quite complex.
Practical implications
For hospitality management practitioners and researchers, a variety of perspectives on how CC‐CCI can influence the customer experience are provided. Service managers are provided with a new dimension to incorporate into their strategic and operational plans for managing CCI in an increasingly globalised environment.
Social implications
The article contributes towards developing a scientific approach towards understanding a phenomenon which is a widespread feature of social life. It also provides a fresh focus for cross‐cultural research.
Originality/value
The paper addresses an important and original issue in hospitality management. Many illustrations of the new concept are provided and directions and methods for conducting research into CC‐CCI are put forward. The article also contributes to the hospitality management literature by broadening the discussion of the customer as an operant resource.
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