Search results

1 – 10 of 18
Article
Publication date: 7 October 2020

Matti Haverila, Kai Christian Haverila and Jenny Carita Twyford

Relying on the importance-performance theory first established by Martilla and James (1977), this research paper utilizes a unique statistical analysis instrument embedded…

Abstract

Purpose

Relying on the importance-performance theory first established by Martilla and James (1977), this research paper utilizes a unique statistical analysis instrument embedded into the SmartPLS software. It explores the importance and performance of key project management constructs and indicators with a purpose to make practical and actionable recommendations for project managers to identify and improve project management practices.

Design/methodology/approach

The data used were derived from 3,130 system delivery projects in the facilities management industry. The data was analyzed with Partial Least Squares Modelling (PLS) software SmartPLS, using its embedded importance-performance functionality.

Findings

The findings indicate the importance and performance of the project management constructs and their respective indicator variables in an importance-performance (IPMA) map. All three project management phases (constructs); proposal, installation and commissioning, were significantly related to satisfaction. The installation phase (construct) showed the highest potential for performance improvement in project management. With regard to the specific indicator variables, the variable “Coordinating their work with other contractors (or the owner's staff)” received a strong “Do better” recommendation.

Originality/value

The approach and results provide an easy to use and visual tool for project managers to assess the importance and performance of the various elements of project management. The instrument provides a project management direction for the identification of strategic enhancement areas as it is essential to recognize what facets of project management contribute most to the improvement of project management performance over a longer period of time (Cronin and Taylor, 1992; Palmer, 1998).

Details

International Journal of Managing Projects in Business, vol. 14 no. 4
Type: Research Article
ISSN: 1753-8378

Keywords

Article
Publication date: 12 June 2020

Matti Haverila, Kai Christian Haverila and Caitlin McLaughlin

This paper aims to use a unique statistical analysis tool to examine the importance and performance of critical brand community constructs and indicators to make concrete…

Abstract

Purpose

This paper aims to use a unique statistical analysis tool to examine the importance and performance of critical brand community constructs and indicators to make concrete recommendations for brand community managers going forward.

Design/methodology/approach

An online survey was used to gather 501 responses from North American members of the Qualtrics panel. The data was analyzed with partial least squares (PLS) modeling software SmartPLS and neural networks available in statistical software JMP by SAS.

Findings

Using the brand community motives by Madupy and Cooley (2010), the results of this paper indicated that there was significant room for improvement in customer engagement. Based on further analysis, entertainment and identification with the brand community were the most important constructs in driving community engagement so that the identification construct received a “do better” ruling meaning that the improvement of the indentification construct score would enhance significantly the score of the target construct engagement score.

Originality/value

For brand community managers, it is important to know the true importance of the critical brand community constructs and indicators, along with an assessment of current performance. This helps to increase satisfaction and relationship quality among brand community members. The current study uses unique statistical analysis tools to make such concrete recommendations.

Article
Publication date: 25 September 2019

Matti Haverila, Kai Haverila and Mehak Arora

The purpose of this study is to compare satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model and to examine the…

Abstract

Purpose

The purpose of this study is to compare satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model and to examine the relationships in the model in terms of service experience to better understand customer needs.

Design/methodology/approach

The data used in this study were derived from a survey conducted among wineries in British Columbia, Canada. Analysis of survey results using the partial least squares structural equation modeling was undertaken. Sample size was 402.

Findings

The findings show that the SERVQUAL constructs that had the most impact on customer satisfaction and dissatisfaction were tangibility and assurance. Somewhat surprisingly, the perceived value for money construct was not significantly related to customer satisfaction but was significantly related to repurchase intent. Furthermore, all SERVQUAL constructs, except the reliability construct, were significantly related to customer satisfaction.

Originality/value

This study provides an overview of how wineries can improve their services to increase the number of satisfied customers.

Details

International Journal of Wine Business Research, vol. 32 no. 2
Type: Research Article
ISSN: 1751-1062

Keywords

Article
Publication date: 29 May 2020

Matti Haverila, Kai Haverila and Jenny Carita Twyford

Relying on importance–performance theory, this paper uses a distinctive statistical analysis instrument to investigate the importance and performance of crucial wine…

Abstract

Purpose

Relying on importance–performance theory, this paper uses a distinctive statistical analysis instrument to investigate the importance and performance of crucial wine tasting room constructs and indicators with a purpose to make real and tangible recommendations for wine tasting room managers to improve the winery visit experience.

Design/methodology/approach

The surveys (N = 402) were conducted among 14 wineries in British Columbia, Canada. The data was analysed by using partial least squares structural equation modelling software SmartPLS with importance–performance functionality embedded in it.

Findings

The findings indicate the importance and performance of the service quality constructs, assurance, empathy, reliability, responsiveness, and tangibility and their respective indicator variables in importance–performance map analysis (IPMA). The responsiveness construct showed the highest need for improvement in terms of performance of exogenous service quality constructs in wine tasting rooms. Empathy, value for money and reliability constructs got “no change” recommendation and “tangibility” and “education” recommendation. The assurance construct was not significantly related to customer satisfaction and was not included in the IPMA analysis.

Originality/value

The approach provides an easy to use and visual tool for wineries to assess the importance and performance of the various service quality elements. The tool provides the management of wineries guidance for the identification of strategic areas of service quality improvement.

Article
Publication date: 25 September 2020

Matti Haverila, Caitlin McLaughlin, Kai C. Haverila and Mehak Arora

Brand communities are an increasingly important way for brands to interact with their customers, as they give brands an opportunity to learn from and interact with people…

Abstract

Purpose

Brand communities are an increasingly important way for brands to interact with their customers, as they give brands an opportunity to learn from and interact with people with a demonstrated interest in the brand. Literature has explored the difference between lurkers and posters within these brand communities. However, there are other ways to segment members, just as there are many ways to segment customers of products and services – and this paper aims to be a step toward going beyond simple lurking vs posting behavior as a means of differentiating community members. As such, the purpose of this paper is to segment brand communities based on not only their participation behavior but also their identification with the brand community, loyalty and benefits gained from membership.

Design/methodology/approach

This study used a cross-sectional survey of members of various brand communities in North America. Partial least squares structural equation modeling together with finite mixture partial least squares and prediction-oriented segmentation was used to discover the distinct segments of brand community members.

Findings

The findings indicate that there are two distinct segments that behave differently regarding their behavior, attitudes and motives. Segment one has a stronger relationship between identification and other outcomes and is also more motivated by social enhancement than segment two. Thus, it is clear that brand community members can be segmented and served based on more than their posting behavior.

Originality/value

The members of brand communities have often been thought of as homogeneous. This paper is unique in identifying heterogeneity among the members of the brand community and demonstrates the need for brand community managers to identify these differences and manage the brand community accordingly.

Details

Journal of Product & Brand Management, vol. 30 no. 3
Type: Research Article
ISSN: 1061-0421

Keywords

Article
Publication date: 9 April 2018

Matti J. Haverila and Kai Christian Haverila

Customer-centric measures such as customer satisfaction and repurchase intent are important indicators of performance. The purpose of this paper is to examine what is the…

Abstract

Purpose

Customer-centric measures such as customer satisfaction and repurchase intent are important indicators of performance. The purpose of this paper is to examine what is the strength and significance of the path coefficients in a customer satisfaction model consisting of various customer-centric measures for different types of ski resort customer (i.e. day, weekend and ski holiday visitors as well as season pass holders) in a ski resort in Canada.

Design/methodology/approach

The results were analyzed using the partial least squares structural equation modeling approach for the four different types ski resort visitors.

Findings

There appeared to differences in the strength and significance in the customer satisfaction model relationships for the four types of ski resort visitors indicating that the a priori managerial classification of the ski resort visitors is warranted.

Originality/value

The research pinpoints differences in the strength and significance in the relationships between customer-centric measures for four different types ski resort visitors, i.e. day, weekend and ski holiday visitors as well as season pass holders, which have significant managerial implications for the marketing practice of the ski resort.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 2
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 11 October 2022

Matti Haverila and Jenny Carita Twyford

Against the backdrop of management, planning, temporary organizations, Shannon–Weaver theory of communication and evaluation theories, the purpose of this research paper…

Abstract

Purpose

Against the backdrop of management, planning, temporary organizations, Shannon–Weaver theory of communication and evaluation theories, the purpose of this research paper is to examine the relative importance of specific project management tasks in the various phases of system delivery projects in distinguishing successful and unsuccessful projects.

Design/methodology/approach

A survey method was used (N = 3,129) to collect data from the customers of a major systems delivery project management company operating in the facilities management industry. Logistic regression was used to analyze the capability and relative importance of the tasks in discriminating successful and unsuccessful projects.

Findings

The results of the paper indicate that three out four installation tasks were among the top three in their ability to differentiate the successful and unsuccessful systems delivery project. Especially critical tasks were “Meeting milestones” and “Allocation of appropriate resources” so that the project could be completed on-time. Relatively less important tasks were “Advice and suggestions regarding the development of specifications for the project” and “Proposal to meet the intent of the company’s specifications” in the proposal phase of the project, and “Resolving warranty issues as defined by the warranty process” in the commissioning phase.

Originality/value

Previous research has assessed the importance of the various project management phases. This research examines the capability of the more minutiae tasks to distinguish the successful and unsuccessful projects in the various phases of systems delivery projects, i.e. proposal, installation and commissioning.

Details

Journal of Facilities Management , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1472-5967

Keywords

Article
Publication date: 11 February 2021

Matti Haverila and Kai Christian Haverila

On the basis of the justice, attachment, social support, self-determination theories, this research paper examines the impact of the student–instructor relationship…

Abstract

Purpose

On the basis of the justice, attachment, social support, self-determination theories, this research paper examines the impact of the student–instructor relationship construct on the customer-centric measures of overall student satisfaction, and perceived value for money and their impact of the behavioral intentions as an endogenous construct. We considered universities as providers of complex services focusing on students' service quality and students as the customers of the higher education institutions.

Design/methodology/approach

A survey instrument was used to collect data among undergraduate and graduate business students in a medium-sized Canadian university (N = 178). Partial least squares structural equation modeling was used to analyze the strength, significance, and effect sizes of the relationships between the key constructs.

Findings

The results indicate that the student–instructor relationship is significantly related to student satisfaction and value for money perceptions. Also, the student satisfaction and behavioral intentions, value for money and student satisfaction, and value for money and behavioral intentions relationship were significant.

Originality/value

The perceived quality of student–instructor relationship and its relationship to customer-centric measures like satisfaction, value for money and behavioral intentions has received relatively little attention in previous research and was discovered to be an important contributor to the perceived student satisfaction and value for money. The importance of the student–instructor relationship is further emphasized indirectly via the perceived value for money construct to student satisfaction.

Details

Journal of Applied Research in Higher Education, vol. 14 no. 1
Type: Research Article
ISSN: 2050-7003

Keywords

Article
Publication date: 9 February 2021

Matti Haverila and Jenny Carita Twyford

Drawing upon the relational exchange theory, the longitudinal relationship between various stages of project management customer satisfaction, value for money and…

Abstract

Purpose

Drawing upon the relational exchange theory, the longitudinal relationship between various stages of project management customer satisfaction, value for money and repurchase intent are examined.

Design/methodology/approach

Using a survey questionnaire, data were gathered over four consecutive quarters (N = 2,537). The statistical methods included exploratory factor analysis, confirmatory composite analysis (CCA) and partial least squares structural equation modeling (PLS-SEM).

Findings

Project management was perceived as a three-dimensional construct (proposal, installation, commissioning/start-up). There was a significant longitudinal relationship between project stages and satisfaction in the complete data set. The results varied on the quarterly basis. The relationship customer satisfaction/repurchase intent was significant in the whole data set and during all quarters. This was the case for the relationships between value for money and customer satisfaction and between value for money and repurchase intent. The effect sizes were small between project management stages and customer satisfaction, small to medium for the value for money construct and large for the customer satisfaction construct.

Originality/value

An important implication is the significant relationship between the stages of project management and satisfaction. However, the effect sizes were small, however. The importance of the effect size in comparison to the significance of the relationships is highlighted especially when the sample size is large. The paper also confirms the linear relationship between satisfaction and repurchase intent. The nature of the relationship between customer satisfaction and loyalty is based on a moderate exchange relationship in the relational exchange continuum. The study contributes to the relational exchange theory in the context of project management.

Details

International Journal of Managing Projects in Business, vol. 14 no. 4
Type: Research Article
ISSN: 1753-8378

Keywords

Article
Publication date: 2 February 2022

Kai Haverila, Matti Haverila and Caitlin McLaughlin

The purpose of this paper is to develop a model that examines motives as antecedents and consequences of brand community engagement (BCE) based on the recent…

Abstract

Purpose

The purpose of this paper is to develop a model that examines motives as antecedents and consequences of brand community engagement (BCE) based on the recent service-dominant (S-D) logic framework, which considers the many actors involved in creating and consuming value in the context of brand communities (BCs).

Design/methodology/approach

Data were collected used an online survey and analyzed used partial least squares structural equation modeling.

Findings

The relationships and their significance were examined using S-D logic. The results indicate that motives of information, self-discovery, status enhancement and entertainment were positively and significantly related to BCE, except social integration. BCE was significantly related to relationship quality (RQ) and customer satisfaction (CS). Finally, CS had a significant positive impact on RQ.

Originality/value

The contribution stems from the incorporation of the recent iteration of S-D logic as a theoretical framework into the BC model and the assessment of the relationships in the structural model.

Details

Journal of Consumer Marketing, vol. 39 no. 2
Type: Research Article
ISSN: 0736-3761

Keywords

1 – 10 of 18