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1 – 10 of 38Cortney Norris, Scott Taylor and D. Christopher Taylor
This research aimed to fill several gaps in the tipping literature which has overlooked the server's perspective in identifying and understanding variables that influence a tip…
Abstract
Purpose
This research aimed to fill several gaps in the tipping literature which has overlooked the server's perspective in identifying and understanding variables that influence a tip amount and therefore where they concentrate their efforts during the service encounter. Furthermore, the extant literature has theorized how or why certain variables influence the tip amount, but these studies fail to capture insight from server's which would supplement the theory and provide a more in-depth understanding of the mechanisms at play.
Design/methodology/approach
This study adopts a grounded theory approach using semi-structured one-on-one interviews with tipped restaurant employees who were identified and selected using snowball sampling. Content analysis is employed to code and categorize the data.
Findings
The content analysis revealed five categories where servers focus their time and effort to earn tips: service quality, connection, personal factors, expertise and food quality. The server's personality was identified as a variable the tipping literature has largely ignored as a determinant of the tip amount. Server's shift their style of service for groups of eight or more people, and for regular customers, who must dine in the restaurant at least once per week. Lastly, despite the many drawbacks associated with working for tips, servers would not want to replace it with any other method of compensation.
Originality/value
This is the first qualitative study focused on understanding the server's role in the service exchange relationship since McCarty et al. (1990) study. The results provide new insights on the often-studied variables from the tipping literature.
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Grace Fox, Theo Lynn and Pierangelo Rosati
The General Data Protection Regulation (GDPR) introduces significant data protection obligations on all organizations within the European Union (EU) and those transacting with EU…
Abstract
Purpose
The General Data Protection Regulation (GDPR) introduces significant data protection obligations on all organizations within the European Union (EU) and those transacting with EU citizens. This paper presents the GDPR privacy label and uses two empirical studies to examine the effectiveness of this approach in influencing consumers' privacy perceptions and related behavioral intentions.
Design/methodology/approach
The paper tests the efficacy of two GDPR privacy label designs, a consent-based label and a static label. Study 1 examines the effects of each label on perceptions of risk, control and privacy. Study 2 investigates the influence of consumers' privacy perceptions on perceived trustworthiness and willingness to interact with the organization.
Findings
The findings support the potential of GDPR privacy labels for positively influencing perceptions of risk, control, privacy and trustworthiness and enhancing consumers' willingness to transact and disclose data to online organizations.
Practical implications
The findings are useful for organizations required to comply with the GDPR and present a solution to requirements for transparent communications and explicit consent.
Originality/value
This study examines and demonstrates the efficacy of visualized privacy policies in impacting consumer privacy perceptions and behavioral intentions.
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María Esmeralda Lardón-López, Rodrigo Martín-Rojas and Víctor Jesús García-Morales
The purpose of this study is to deepen understanding of the effects of using social media technologies to acquire technological knowledge and organizational learning competences…
Abstract
Purpose
The purpose of this study is to deepen understanding of the effects of using social media technologies to acquire technological knowledge and organizational learning competences, of technological knowledge competences on organizational learning and finally of organizational learning on organizational performance.
Design/methodology/approach
The study was performed by analyzing data from a sample of 197 technology firms located in Spain. The hypotheses were tested using a structural equations model with the program LISREL 8.80.
Findings
This study’s conceptual framework is grounded in complexity theory – along with dynamic capabilities theory, which complements the resource-based view. The study contributes to the literature by proposing a model that reflects empirically how business ecosystems that use social media technologies enable the development of interorganizational and social collaboration networks that encourage learning and development of technological knowledge competences.
Research limitations/implications
It would be interesting for future studies to consider other elements to conceptualize and measure social media technologies, including (among others) significance of the various tools used and strategic integration. The model might also analyze other sectors and another combination of variables.
Practical implications
The results of this study have several managerial implications: developing social media technologies and interorganizational social collaboration networks not only enables the organizational learning process but also encourages technological knowledge competences. Through innovation processes, use of social media technologies also contributes to strengthening companies’ strategic positioning, which ultimately helps to improve firms’ organizational performance.
Social implications
Since social media technologies drive information systems in contemporary society (because they enable interaction with numerous agents), the authors highlight the use of complexity theory to develop a conceptual framework.
Originality/value
The study also deepens understanding of the connections by which new experiential learning contributes to the generation of coevolutionary adaptive business ecosystems and digital strategies that enable development of interorganizational and social collaborative networks through technological knowledge competences. Only after examining the impact of social media technologies on organizational performance in prior literature, did the authors underscore that both quantity and frequency of social media technology use are positively related to improvement in knowledge processes that lead to employees’ creation and acquisition of new metaknowledge.
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Simon Were, Moses Miricho and Vincent Maranga
The purpose of this study was to investigate restaurant clientele tipping behavior and its inspiration on foodservice empathy within two- and three-star hotels in Kisumu County…
Abstract
Purpose
The purpose of this study was to investigate restaurant clientele tipping behavior and its inspiration on foodservice empathy within two- and three-star hotels in Kisumu County, Kenya. This was with the objective of analyzing the tipping effect on restaurant food service quality with an emphasis on Parasuraman, Zeithmal and Barry's empathy as a key dimension of quality in accordance to the SERVQUAL model.
Design/methodology/approach
For the purpose of this study, food service empathy was investigated in relation to the influence of tipping on restaurant food service quality. Further, a census of all the two and three star-rated hotels within Kisumu County was carried out. The study applied descriptive research design in the investigation on the tipping behavior and its inspiration on foodservice empathy. Moreover, simple random sampling was employed in the selection of clients since it yielded a sample that is representative of the population. Additionally, the study employed the use of questionnaires for collection of data, which were coded, analyzed and presented in frequencies, tables and graphs.
Findings
The study findings reveal that there is a significant relationship between rewards upon perception of service and food service empathy but failed to find a significant relation between incentives for improved future service as well as the social norms and foodservice empathy. However, in general, the study established a significant relationship between tipping and foodservice empathy in the sampled hotels in Kenya. Thus, in summary, at 95% confidence level, the study concluded that there is a significant relationship between tipping and foodservice empathy.
Research limitations/implications
This study was restricted on two and three-star hotels within Kisumu County in Kenya with a sample size of 384 respondents, which would otherwise limit the degree to which the findings were applied. Consequently, the study sought to collect data from restaurant clients although the access and, therefore, direct interaction were denied by some of the hotels. Further, this study employed a survey approach in the collection of data from restaurant clients in two and three-star hotels. Accordingly, there was minimal local and regional research literature available on the study topic.
Practical implications
Tipping in the context of the broad global service industry, including hospitality's restaurant food service, is as old as Roman times. However, tipping is practiced differently across the world with some countries practicing while other countries not practicing the act of tipping. For that reason, tipping is not regulated in some of the countries including Kenya and therefore the lack of policy. Nonetheless, tipping is perceived to be the genesis of food service failures as a result of discriminatory restaurant food service in addition to increasing costs of eating out. This study therefore sought to investigate restaurant tipping behavior and its inspiration on foodservice empathy. The study results might be applied in policy formulation in order to curb the negative effect of tipping on food service empathy.
Originality/value
Minimal studies have been instituted and published in the area of tipping and service quality relationship with an emphasis on each of Parasuraman, Zeithmal and Berry's dimensions of quality. This research survey, therefore, sought to collect data from restaurant clients in two and three-star hotels within Kisumu County in Kenya and therefore investigated restaurant clientele tipping behavior and its inspiration on food service empathy.
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Francesca De Canio, Maria Fuentes-Blasco and Elisa Martinelli
This paper aims at shedding light on the competing extrinsic motivations behind the mobile shopping process of regular and occasional shoppers. Price and convenience, shopping…
Abstract
Purpose
This paper aims at shedding light on the competing extrinsic motivations behind the mobile shopping process of regular and occasional shoppers. Price and convenience, shopping security, order delivery and post-sale service are investigated as antecedents of the mobile shopping attitude-intention path.
Design/methodology/approach
The empirical analysis is based on a multigroup structural equation model (SEM) developed on 903 online questionnaires collected among Chinese shoppers in a pre-Covid-19 pandemic retailing context.
Findings
Findings evidence contrary motivations behind the attitude – intention to shop using a mobile retail app of regular and occasional shoppers. While all the investigated aspects result to be positively relevant for regular m-shoppers, shopping security and post-sale service do not impact the attitude – intention path of occasional mobile shoppers. Results support retailers’ strategies in the context of mobile shopping growth.
Originality/value
The paper contributes to the emerging retailing literature on mobile shopping by offering a comparison of the motivations behind the mobile shopping intention of regular and occasional shoppers. Extrinsic motivations before, during and after the transaction are jointly investigated in the study.
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Elizabeth Mansfield, Jane Sandercock, Penny Dowedoff, Sara Martel, Michelle Marcinow, Richard Shulman, Sheryl Parks, Mary-Lynn Peters, Judith Versloot, Jason Kerr and Ian Zenlea
In Canada, integrated care pilot projects are often implemented as a local reform strategy to improve the quality of patient care and system efficiencies. In the qualitative study…
Abstract
Purpose
In Canada, integrated care pilot projects are often implemented as a local reform strategy to improve the quality of patient care and system efficiencies. In the qualitative study reported here, the authors explored the experiences of healthcare professionals when first implementing integrated care pilot projects, bringing together physical and mental health services, in a community hospital setting.
Design/methodology/approach
Engaging a qualitative descriptive study design, semi-structured interviews were conducted with 24 healthcare professionals who discussed their experiences with implementing three integrated care pilot projects one year following project launch. The thematic analysis captured early implementation issues and was informed by an institutional logics framework.
Findings
Three themes highlight disruptions to established logics reported by healthcare professionals during the early implementation phase: (1) integrated care practices increased workload and impacted clinical workflows; (2) integrating mental and physical health services altered patient and healthcare provider relationships; and (3) the introduction of integrated care practices disrupted healthcare team relations.
Originality/value
Study findings highlight the importance of considering existing logics in healthcare settings when planning integrated care initiatives. While integrated care pilot projects can contribute to organizational, team and individual practice changes, the priorities of healthcare stakeholders, relational work required and limited project resources can create significant implementation barriers.
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Martin McShane and Karen Kirkham
Changes in demographics and disease patterns are challenging health and care systems across the world. In England, national policies have reset the direction of travel for the…
Abstract
Purpose
Changes in demographics and disease patterns are challenging health and care systems across the world. In England, national policies have reset the direction of travel for the NHS. Collaboration, integration and personalisation are intended to become prime principles and drivers for new models of care. Central to this is the concept of population health management. This has emerged, internationally, as a method to improve population health. Fundamental for population health management to succeed is the use of integrated data, analytics combined with professional insight and the adoption of a learning health system culture. This agenda reaches beyond the NHS in England and the public health profession to embrace a broad range of stakeholders. By drawing on international experience and early experience of implementation in the United Kingdom, the potential for health and care systems in England to become world leading in population health management is explored.
Design/methodology/approach
A viewpoint paper.
Findings
Population health management is a major change in the way health and care systems look at the challenges they are facing. It makes what is happening to individuals, across the continuum of care, the essence for insight and action. The NHS has the components for success and the potential to become world leading in delivery of population health management as part of its integrated care agenda.
Originality/value
This is the first viewpoint paper to set out how population health management contributes to the integrated care agenda in the NHS.
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Jeremy Whaley, Jinha Lee and Youn-Kyung Kim
The purpose of this paper is to investigate whether guests’ tipping motivations (i.e. server quality, social norm and food quality) and demographic characteristics (i.e. gender…
Abstract
Purpose
The purpose of this paper is to investigate whether guests’ tipping motivations (i.e. server quality, social norm and food quality) and demographic characteristics (i.e. gender, age and income) influence loyalty to the server in a restaurant.
Design/methodology/approach
Based on a national online survey consumer panel comprised of 468 participants, the authors utilized decision tree using R statistical software. Predictor variables were tipping motivations and demographic characteristics (age, gender and income). Target variable was loyalty to the server.
Findings
The findings suggest that social norm, food quality and income influence customers’ loyalty toward the same server on future visits. Social norm turned out to be the strongest predictor. If consumers did not have high social norm on tipping, their loyalty toward a particular server was affected by the combination of determinants such as server quality, social norm, income and food quality.
Research limitations/implications
Future research can identify or develop scales of tipping motivations with stronger reliabilities in the context of restaurants. Future research can also explore other demographic differences (e.g. ethnicity and sexual orientation) in tipping motivations and server loyalty.
Practical implications
Servers are indeed the primary contact point and they are in the most influential position with consumers. Overall, results of this study provide an interesting insight in that restaurant guests’ experience can be ruined by bad quality of food or can be mitigated by server quality. Thus, this research highlights a step-by-step process as to the actions that a server may perform and manage in order to enhance server loyalty.
Originality/value
Loyalty has been examined in the context of products, brands or service providers. This study focuses on loyalty toward a specific server, because the consideration of server–guest relationship provides both a compelling and timely area of study in that restaurants continue to look for unique ways to drive server–guest rapport and customer loyalty.
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Minna Saunila, Juhani Ukko and Tero Rantala
The purpose of this paper is to explore the different human factor characteristics that are emphasized when co-creating value through digital service capabilities.
Abstract
Purpose
The purpose of this paper is to explore the different human factor characteristics that are emphasized when co-creating value through digital service capabilities.
Design/methodology/approach
Empirical data are gathered from two small companies that deliver digital services and products in business-to-business markets.
Findings
The study highlights the role and importance of human factors as reflected in employees’ customer orientation while delivering digital service capabilities. The role of human factors also changes during the digital service production process.
Originality/value
Developing digital service capability is positively associated with value co-creation, but it requires new skills: firms need to evaluate their mechanisms for supporting continuous learning about the properties of digital technologies. To the authors’ knowledge, this is the first study to focus on the role of human factors in in developing digital service capabilities.
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Mahmoud Ahmad Mahmoud, Shuhymee bin Ahmad and Donny Abdul Latief Poespowidjojo
The purpose of this study is to assess the validity of the psychological safety (PS), psychological empowerment (PE), intrapreneurial behaviour (IB) and individual performance…
Abstract
Purpose
The purpose of this study is to assess the validity of the psychological safety (PS), psychological empowerment (PE), intrapreneurial behaviour (IB) and individual performance (IP) construct measurements originally developed in Western individualistic cultures.
Design/methodology/approach
Proportionate stratified systematic sampling was used among the production/operations middle managers in Nigerian medium enterprises (MEs), resulting in 355 valid responses. The measurements were analysed through internal consistency analysis, content, convergent and discriminant validity analysis.
Findings
The result shows that all four construct measurements are suitable and appropriate to gauge the respective constructs in collectivistic cultures such as Nigeria.
Research limitations/implications
Cross-sectional self-reported data were used to analyse the result of this study, which may lead to common method variance.
Practical implications
Organizations, especially MEs, can use the validated measurements of this study to enhance work results in the Nigerian context.
Social implications
Collectivistic cultures can benefit from the widely used measurements of PS, PE, IB and IP despite been originally developed in Western individualistic cultures.
Originality/value
This paper extends the body of knowledge by validating the measurements of PS, PE, IB and IP in collectivistic cultures such as Nigeria. Measurement validation for these constructs is scarce in this context. Thus, this study will provide a consistent and efficient reference for forthcoming studies and improve the credibility and replicability of future research results in collectivistic cultures.
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