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Change and Continuity Management in the Public Sector: The DALI Model for Effective Decision-Making
Type: Book
ISBN: 978-1-78973-168-2

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Article
Publication date: 18 September 2020

Chundong Zheng, Liping Yuan, Xuemei Bian, Han Wang and Lei Huang

Management response to consumer comments has become a widely adopted marketing strategy to address the undesirable effects caused by negative remarks. Yet, when and what…

Abstract

Purpose

Management response to consumer comments has become a widely adopted marketing strategy to address the undesirable effects caused by negative remarks. Yet, when and what management response is more effective and under what circumstances remains under-researched. This study aims to fill this gap.

Design/methodology/approach

In three experiments using five different products, the authors manipulate psychological construal level (psychological distance: distant vs proximal) and management response (response of primary vs secondary features) and thereafter assess their bearings on consumer psychological and behavioral reaction toward products of two distinctive natures (hedonic vs utilitarian).

Findings

At a psychological distance, consumers show a preferable reaction to management response of primary over secondary features. In contrast, when the psychological distance is proximal, consumers react more positively to management response of secondary than primary features. In addition, these effects vary as a function of product nature, hedonic vs utilitarian.

Research limitations/implications

The findings of this research bring a significant contribution to marketing communication literature and extend the construal level theory.

Practical implications

A better understanding of the relative effectiveness of distinct types of management response to negative consumer comments is essential for more targeted and effective marketing strategies.

Originality/value

Little research has documented the effects of distinct types of management response. How psychological distance might underpin these effects has not been explored. In addition, whether the interaction effect of management response and psychological distance varies with differences in product nature, namely, hedonic and utilitarian, remains unanswered until this research.

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Article
Publication date: 18 June 2019

Zili Zhang, Hengyun Li, Fang Meng and Yuanshuo Li

This paper aims to examine the influences of the number of hotel management responses and especially the textual similarity in hotel management responses to online reviews…

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Abstract

Purpose

This paper aims to examine the influences of the number of hotel management responses and especially the textual similarity in hotel management responses to online reviews on hotel online booking.

Design/methodology/approach

This study used the data from 437 hotels in New York City on Expedia. The data specifically include online reviews, management responses and real-time number of online hotel bookings, which were merged to create one dataset for this study. To calculate the management response similarity, three widely recognized text mining functions of calculating textual similarity were adopted in this model. Fixed-effect panel data model was then used to examine the influence of management response to consumer online reviews on online hotel booking volume.

Findings

The empirical results demonstrate that the number of management responses to consumer online reviews does not significantly affect hotel booking; compared to none or only one management response, or management responses with low similarity, management responses with high similarity can significantly reduce the hotel booking on Expedia.

Practical implications

This study suggests that the similarity of management responses influences customers’ hotel booking, and hotel managers should avoid providing too similar management responses.

Originality/value

First, this study, for the first time, proposes the concept of management response similarity and its measurement methods. Second, this study takes an initial attempt to empirically test the influence of response similarity on hotel booking by using secondary data online.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 7
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 December 1995

Robert Heath

The response management of the Kobe earthquake in 1995 providespractitioners and theorists of crisis and disaster management with muchto consider. As in other efforts…

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3652

Abstract

The response management of the Kobe earthquake in 1995 provides practitioners and theorists of crisis and disaster management with much to consider. As in other efforts around the world the Kobe response management appeared slow and less than optimal in performance. Focuses on the effects of magnitude of impact and degree of strategic preparedness that may affect response. Magnitude of impact is the degree to which impact damage seems random in occurrence, the size of the impact area, the severity of impact, the ratio of visible to invisible damage, the number of major sub‐event crises triggered by the impact of the event, and the degree of psychological distortion caused by (or accelerated by) the impact of the event. The degree of strategic preparedness depends on the degree to which response managers can successfully translate meta‐strategic missions and objectives into operational strategies that are realistic and achievable in any given crisis or disaster event. Components of strategic preparedness include the provision of escalation triggers, establishing cascaded priorities, and having and maintaining a dynamic reserve. Planning and preparing for crises and disasters needs to include cascade strategic priority profiles for communities, consideration of cultural features of organizations and communities in developing plans and preparedness, establishing quantifiable escalation triggers for response management, and developing and maintaining a working dynamic reserve.

Details

Disaster Prevention and Management: An International Journal, vol. 4 no. 5
Type: Research Article
ISSN: 0965-3562

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Article
Publication date: 27 May 2014

Roshan Bhakta Bhandari, Christine Owen and Benjamin Brooks

This study reports on a survey of experienced emergency management personnel in Australia and New Zealand to identify the influence of organisational features in perceived…

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1459

Abstract

Purpose

This study reports on a survey of experienced emergency management personnel in Australia and New Zealand to identify the influence of organisational features in perceived emergency management performance. The purpose of this paper is to analyse the influence of organisational features in emergency response performance and to discuss how this knowledge can be used to enhance the response capacity of emergency services organisations.

Design/methodology/approach

Based on a review of the literature, a conceptual theoretical model for organisational performance is first developed based on four organisational features found to be previously important in emergency management organisation. These are, adaptability, leadership, stability (mission and direction) and stakeholder communication. An organisational survey was distributed to all 25 fire and emergency services agencies in Australia and New Zealand which included indicators of these elements. Responses were received from experienced emergency management personnel from fire and emergency services agencies. The sample was stratified into the three main organisational types, namely, established, expanding and extending organisations.

Findings

The findings reveal that the predictive significance of organisational features in emergency response performance vary among established, expanding and extending organisations. The predictive significance of stability, adaptability and leadership for perceived success is strong in all organisational types. It is interesting to note that the predictive significance of communication with external stakeholders is low in all organisation types. This indicates the preference of emergency services agencies to look internally within their own operations than externally to build relationships with different specialism.

Originality/value

The theoretical model in this study makes a first attempt to understand the role of organisational features in emergency response performance of organisations in Australia and New Zealand. This work contributes to theorizing emergency operations by highlighting how organisations need to manage two orientations simultaneously: their own internal as well as external orientations, together with their processes for managing both mission and direction and the need for change and flexibility.

Details

Disaster Prevention and Management, vol. 23 no. 3
Type: Research Article
ISSN: 0965-3562

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Article
Publication date: 31 August 2010

Janey V. Camp, Mark D. Abkowitz and Eugene J. LeBoeuf

The purpose of this paper is to assess the issues faced by managers of inland waterways in the Southeastern USA as a guide for improvements to spill management information systems.

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603

Abstract

Purpose

The purpose of this paper is to assess the issues faced by managers of inland waterways in the Southeastern USA as a guide for improvements to spill management information systems.

Design/methodology/approach

A survey was administered to a group of over 300 professionals representing multiple organizations involved in water quality management and/or spill response in the Southeast region of the USA to query their perceptions on leading demands and issues faced in management of inland waterways both on a daily basis and during spill response efforts.

Findings

Survey results indicated that communication is often the “weak link” in both water management and spill response activities, and that enhanced spill management information tools could serve as a valuable resource in addressing this problem. Display of spatial/visual information was deemed to be especially important to spill response personnel and should be included in the next generation of spill response systems.

Research limitations/implications

The scope is limited to the Southeastern USA, but similar results would be expected in other regions where management of surface water is of concern.

Practical implications

In these trying economic times, the survey results serve to rank order decision‐support priorities to which available resources should be allocated and indicate areas of interest for improved support in both water resource management and spill response.

Originality/value

The paper provides the first documentation of the demands and decision‐support priorities of inland waterway resource managers and spill response personnel.

Details

Disaster Prevention and Management: An International Journal, vol. 19 no. 4
Type: Research Article
ISSN: 0965-3562

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Article
Publication date: 10 October 2008

David Walters

The purpose of this research is to understand the current developments in business models that are aimed at meeting changing market characteristics, many of which require…

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8456

Abstract

Purpose

The purpose of this research is to understand the current developments in business models that are aimed at meeting changing market characteristics, many of which require specific customer service responses.

Design/methodology/approach

The paper presents a conceptual model that is based on research into the applications of response management.

Findings

This paper suggests validity of the proposed model but also identifies the need for further research.

Practical implications

The paper assumes that management has the awareness and the skills set to manage and deliver added value to customers by implementing a more relevant model.

Originality/value

This paper offers examples of organisations that are responding to market and customer expectations using response management models.

Details

International Journal of Physical Distribution & Logistics Management, vol. 38 no. 9
Type: Research Article
ISSN: 0960-0035

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Article
Publication date: 16 March 2012

Basit Shafiq, Soon Ae Chun, Vijay Atluri, Jaideep Vaidya and Ghulam Nabi

Pertinent information sharing across various government agencies, as well as non‐governmental and private organizations, is essential to assess the incident situation…

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1270

Abstract

Purpose

Pertinent information sharing across various government agencies, as well as non‐governmental and private organizations, is essential to assess the incident situation, identify the needed resources for emergency response and generate response plans. However, each agency may have incident management systems of its choice with valuable information in its own format, posing difficulty in effective information sharing. Application‐to‐application sharing cross agency boundaries will significantly reduce human efforts and delay in emergency response. Information sharing from disparate systems and organizations, however, requires solving of the interoperability issue. The purpose of this paper is to present the UICDS™‐based resource sharing framework as a step toward addressing the afore‐mentioned challenges.

Design/methodology/approach

A prototype middleware system is developed using a standards‐based information sharing infrastructure called UICDS™ (Unified Incident Command and Decision Support™), an initiative led by the Department of Homeland Security (DHS) Science and Technology division. This standards‐based middleware, resource management plug‐in utilizes the ontology of organizational structure, workflow activities and resources, and the inference rules to discover and share resource information and interoperability from different incident management applications.

Findings

The middleware prototype implementation shows that the UICDS™‐based interoperability between heterogeneous incident management applications is feasible. Specifically, the paper shows that the resource data stored in the Resource Directory Database (RDDB) of the NJ Office of Emergency Management (NJOEM), Hippocrates of the New Jersey Department of Health and Senior Services (NJDHSS) can be discovered and shared with other incident management systems using the ontology and inference rules.

Research limitations/implications

This study illustrates the possible solutions to the application to application interoperability problem using the DHS initiated interoperability platform called UICDS™.

Originality/value

The resource discovery and emergency response planning can be automated using the incident domain ontology and inference rules to dynamically generate the location‐based incident response workflows.

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Article
Publication date: 21 February 2019

Zaid Alrawadieh and Mithat Zeki Dincer

Drawing on a sample of 520 negative reviews posted on TripAdvisor against all five-star hotels operating in Petra, Jordan, the purpose of this paper is to evaluate the…

Abstract

Purpose

Drawing on a sample of 520 negative reviews posted on TripAdvisor against all five-star hotels operating in Petra, Jordan, the purpose of this paper is to evaluate the response of luxury hotels to negative online reviews by considering the Response Rate (RR), the Response Time (RT) and the Response Content (RC).

Design/methodology/approach

A deductive content analysis was used on hotels’ managerial responses. Based on the literature review, a four-construct scheme was identified to guide the analysis including Appreciation; Apology; Explanation; and Incentive. The managerial responses were carefully read and manually coded based on the four-construct scheme. The time between the review posting date and the date of the managerial response was also recorded. Luxury hotel managers were also surveyed to obtain insights into their perceptions and practices with respect to online reputation management.

Findings

The findings call into question luxury hotels’ awareness of the harmful impact of negative online reviews. Specifically, the findings suggest that less than half of the negative reviews received a managerial response, and that more than half of these were standardized and did not refer to the issues raised in the reviews. The low response rate coupled with the hotel managers’ consensus on the importance of answering all online reviews indicates inconsistency between hotel managers’ perceptions and practices with regard to online reputation management.

Originality/value

The paper adds to the ongoing debate on reputation management in the hospitality industry by considering the managerial response to negative online reviews. The paper discusses several managerial implications for hotel managers as well as avenues for future research.

研究目的

本论文以TripAdvisor网站上520条关于约翰佩特拉古城五星级酒店的负面评论为样本, 分析豪华酒店如何应对网上负面评论, 具体评估变量包括反应率(RR),反应时间(RT),以及应对内容(RC)。

研究设计/方法/途径

本论文采用由繁入减的方法来文本分析酒店经理应对反馈内容。结合文献综述, 本论文共确立四个变量:(1)感谢;(2)道歉;(3)解释;以及(4)补偿。经理回复内容经过了研读和手动编码等过程进行分析。评论刊登和经理反馈时间差也经过审阅分析。此外, 豪华酒店经理还接受了问卷调查来获得他们关于在线名誉管理的意见和处理措施。

研究结果

本论文结果呼吁豪华酒店对于网上负面评论的严重影响的重视。其中, 研究结果表明, 不足一半的负面评论获得了经理回复, 而且, 一半以上的回复还是标准回答, 并没有涉及评论中提出的问题。低回复率以及酒店经理对于回复所有网上评论的统一认识表明, 酒店经理对于网上名誉管理的认知和措施存在于不一致性。

研究原创性/价值

本论文主要研究了经理应对在线负面评论的态度和措施, 其研究结果对于酒店业名誉管理方面一直以来存在的争论提供了科学检验。本论文讨论了多个酒店经理人管理理念以及提供了未来科研方向。

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

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Article
Publication date: 29 April 2021

Kasra Ghaharian, Brett Abarbanel, Marta Soligo and Bo Bernhard

The purpose of this paper is to examine crisis management practices among gambling-related hospitality business stakeholders (GBSs) during the coronavirus disease 2019…

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2045

Abstract

Purpose

The purpose of this paper is to examine crisis management practices among gambling-related hospitality business stakeholders (GBSs) during the coronavirus disease 2019 (COVID-19) pandemic.

Design/methodology/approach

An online survey was administered to a sample of GBSs resulting in 64 completed surveys. The survey explored the COVID-19 crisis using a three-phase framework: preparedness (prior experience and response plans), response (level of importance and use of crisis practices) and future (confidence in recovery, beliefs about consumer behavior and new strategies). Independent-samples t-tests were conducted to investigate the influence of preparedness variables on crisis management capabilities. Importance-Performance Analysis was used to evaluate GBSs' crisis management capabilities and identify where performance might be improved. Factor analyses were employed to explore groupings of response practices as well as future strategies.

Findings

Prior experience had a significant impact on GBSs' crisis management. IPA indicated gaps between the importance GBSs assign to response practices and their corresponding level of use, specifically for those related to marketing and government. Factor analysis revealed response practices did not group according to the questionnaire's four themes, instead, three themes of marketing, efficiency and expenses were revealed. Prevention and hygiene emerged as dominant themes with respect to future strategies.

Originality/value

This is a timely study that investigates crisis management among GBSs during the COVID-19 pandemic. It provides important methodological contributions as well as valuable practical considerations for gambling-related hospitality businesses.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

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