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Book part
Publication date: 10 June 2021

Michelle (Myongjee) Yoo and Alec N. Dalton

This chapter covers four main concepts: service quality, quality assurance for measurement, quality assurance for management, and service failure and recovery. The first section…

Abstract

This chapter covers four main concepts: service quality, quality assurance for measurement, quality assurance for management, and service failure and recovery. The first section mainly discusses the fundamentals of service quality. The service quality gap model is also highlighted to identify the gaps between customer expectations and the actual perceptions of service at different stages of service delivery. In the second section, different measurement methods for quality assurance are demonstrated. Examples of qualitative and quantitative methods are included. In the third section, the important management objectives of quality assurance, improvement, and control are covered. By using a combination of the quality assurance methods from the second section, hospitality operators can accomplish internal accountability, external accountability, performance improvement, and innovation. In the fourth and final section, causes and consequences of service failures are covered together with the service recovery paradox to express the implications of poor quality.

Details

Operations Management in the Hospitality Industry
Type: Book
ISBN: 978-1-83867-541-7

Keywords

Abstract

Details

The Online Healthcare Community
Type: Book
ISBN: 978-1-83549-141-6

Book part
Publication date: 13 December 2017

Qiongwei Ye and Baojun Ma

Internet + and Electronic Business in China is a comprehensive resource that provides insight and analysis into E-commerce in China and how it has revolutionized and continues to…

Abstract

Internet + and Electronic Business in China is a comprehensive resource that provides insight and analysis into E-commerce in China and how it has revolutionized and continues to revolutionize business and society. Split into four distinct sections, the book first lays out the theoretical foundations and fundamental concepts of E-Business before moving on to look at internet+ innovation models and their applications in different industries such as agriculture, finance and commerce. The book then provides a comprehensive analysis of E-business platforms and their applications in China before finishing with four comprehensive case studies of major E-business projects, providing readers with successful examples of implementing E-Business entrepreneurship projects.

Internet + and Electronic Business in China is a comprehensive resource that provides insights and analysis into how E-commerce has revolutionized and continues to revolutionize business and society in China.

Details

Internet+ and Electronic Business in China: Innovation and Applications
Type: Book
ISBN: 978-1-78743-115-7

Book part
Publication date: 3 July 2018

Jelena Spanjol, Yazhen Xiao and Lisa Welzenbach

Companies are increasingly leveraging digital technologies toward innovation strategies that deliver novel features to customers sequentially through successive new product…

Abstract

Purpose

Companies are increasingly leveraging digital technologies toward innovation strategies that deliver novel features to customers sequentially through successive new product generations (i.e., successive innovation). Extant literature examining successive innovation is both limited and fragmented across marketing and management literatures. Our goal is to synthesize literature on concepts related to successive innovation (such as versioning and upgrades) to identify the core dimensions of successive innovation and provide a cohesive framework to guide future research in this domain.

Methodology/approach

Given the equivocality in understanding the conceptual domain of successive innovation, we review and synthesize literature across three disciplinary domains: marketing, management, and information and decision sciences. Based on the emerging patterns from the literature review, we develop a conceptual framework of successive innovation with the aim of moving the discussion toward greater theoretical clarity.

Findings

Based on the literature review and synthesis, we identify three core-dimensions that define successive innovation and compare these across digital and physical product realms: coexistence, embeddedness, and adoption controllability.

Research Implications

Our proposed conceptual dimensions of successive innovation, and discussion of differences across physical and digital product domains, offer important directions for future research and a common vocabulary.

As physical and digital successive innovations can differ in coexistence, embeddedness, and adoption controllability, firms need to consider relevant barriers to adoption of successive product generations and select appropriate strategies to promote and communicate successive innovation. Our proposed successive innovation conceptual dimensions help managers comprehend the complexity of arranging such innovation in business and consumer segments.

Originality/value

Our contribution to the emerging literature on successive innovation is threefold. First, by conducting a comprehensive literature review, we integrate insights from different fields of inquiry (i.e., marketing, management, and information and decision sciences). Second, based on the synthesis of the literature, we offer a conceptual framework of successive innovation, which aims to move the discussion toward greater theoretical clarity. Third, based on our review and conceptual framework, we discuss a set of future research directions to guide academic research efforts.

Book part
Publication date: 20 August 2016

Annachiara Longoni and Davide Luzzini

This chapter explores the reconstruction of the illy’s coffee supply chain in Brazil. The original supply chain was disrupted by fluctuating prices and inefficiencies and…

Abstract

Purpose

This chapter explores the reconstruction of the illy’s coffee supply chain in Brazil. The original supply chain was disrupted by fluctuating prices and inefficiencies and renovated based on network relationships between the focal company and the coffee growers. It describes the peculiar experience of illycaffe (an international coffee roaster based in Italy) in building social capital into its supply chain and resulting in a more sustainable network.

Methodology/approach

The chapter summarizes the development of different types of social capital and applies the concepts to understand illy’s journey towards quality and supply chain sustainability. The research design is consistent with theory elaboration from a single case study.

Findings

The chapter applies social capital theory to food commodity supply chains. The evolution to a more reliable and sustainable supply chain for illy’s Arabica coffee in Brazil suggests that supply chain relationships are a crucial asset for the focal firm, the local communities, and society at large. Results also show that developing such relationships might lead to better product quality, supply chain sustainability, and improved supply base capabilities.

Originality/value

The findings of this chapter contribute to the definition of a relational governance model for global food commodity supply chains. From a research standpoint, the empirical setting allows analyses of antecedents and consequences of different social capital components in the food supply chain. In addition, the case may help executives understand how to leverage supply chain relationships and identify a path to product quality and supply chain sustainability.

Details

Organizing Supply Chain Processes for Sustainable Innovation in the Agri-Food Industry
Type: Book
ISBN: 978-1-78635-488-4

Keywords

Book part
Publication date: 15 September 2022

Gulay Tamer, Gozde Tetik and Semanur Oktay

The human and technology have integrated, and distinctive characteristics of different societies have intertwined with technology. Thus, technology constitutes the reflection of…

Abstract

The human and technology have integrated, and distinctive characteristics of different societies have intertwined with technology. Thus, technology constitutes the reflection of the society, where it exists, in economic, social, and political domains. The desires, expectations, and needs of people have affected the change of technology in time. This effect contains different domains in itself. Life has changed since the 1980s under the leadership of means of informatics, and following the 1990s, internet technology have opened the doors of an informatics era whose effect is being highly sensed today. In addition to its importance, it creates significant changes and effects on individuals, society, culture, and other domains. When significant changes in technology and digitalization have combined with the globalization of information and communication, the resulting problems have begun to spread faster.

In this study, which was performed for examining the digital conflicts arising in business infrastructure, literature was reviewed thoroughly. In the first part of the study, the conceptual framework of business infrastructure was examined and tried to be clarified. Moreover, it was intended to convey the commencement of the technologies used, and their following processes. Then, it was urged upon clarifications regarding business processes and digitalization of business processes, and by referring to the implementations of technologies – used in business processes – in the domain of digitalization, structural examinations were conveyed from the literature. Finally, the issues of digital conflicts and cyber security occurring in business infrastructure, which are being expressed as more prominent factors, were clarified.

Details

Conflict Management in Digital Business
Type: Book
ISBN: 978-1-80262-773-2

Keywords

Book part
Publication date: 12 January 2012

Jasmine Siu Lee Lam

This study aims to critically review and analyse the classification of supply chain risks and disruptions and thereby suggest a suitable method for classifying maritime risks. It…

Abstract

This study aims to critically review and analyse the classification of supply chain risks and disruptions and thereby suggest a suitable method for classifying maritime risks. It aims to discuss the propagation effects of port disruption on the supply chain and mitigation strategies.

In addition to secondary research, six semi-structured interviews were conducted with the management personnel of two terminal operators, two shipping lines and two insurance companies.

When a port disruption happens, the most immediate impact is the adverse effects on terminal operations. It also leads to a domino effect on other parties in the supply chain including shippers and consignees, shipping companies, inter-modal transport providers and other ports. Proper risk management needs to be embraced by the supply chain members. However, there is very little or no such collaboration between the supply chain members in practice.

This article proposes a more integrative approach in assessing various kinds of risks, and more research in this area to be done for Asia.

Risk management has been the concern for many stakeholders ranging from industry practitioners to the people who are affected by the maritime business throughout the world. The maritime industry should look into risk management in the maritime logistics and supply chain context instead of dealing with risk in isolation.

There is a serious lack of research for analysing supply chain disruptions with ports as a focal point. The paper contributes by filling the research gap.

Details

Maritime Logistics
Type: Book
ISBN: 978-1-78052-340-8

Keywords

Book part
Publication date: 25 March 2008

John E. Ettlie

In their chapter, Mumford, Bedell-Avers, and Hunter (this volume) confront the nontrivial issue of whether creativity and innovation can be planned, and proceed to support an…

Abstract

In their chapter, Mumford, Bedell-Avers, and Hunter (this volume) confront the nontrivial issue of whether creativity and innovation can be planned, and proceed to support an affirmative answer with a well-organized treatment of the applied research literature relevant to this topic. They outline and reference an incremental approach to this planning process at multiple levels of analysis (organization, group, and individual), and present both a state-of-the-art review and a general, normative approach to this daunting challenge. In reviewing this chapter, this commentary addresses what is worthwhile and important in their presentation that students of this field should find noteworthy. Next, it takes up the issue of what is underdeveloped or missing that would fit nicely into Mumford et al.'s framework, or might provide food for thought to those wanting to go forward with research on the topic of planning for innovation. Finally, it presents conclusions about this topic and the field in general that were stimulated by Mumford et al.'s chapter, including the role of information technology and knowledge management for innovation planning.

Details

Multi-Level Issues in Creativity and Innovation
Type: Book
ISBN: 978-1-84950-553-6

Book part
Publication date: 24 June 2015

Afonso Fleury, Yongjiang Shi, Maria Tereza Leme Fleury, Silas Ferreira, Jose Henrique Cordeiro and Xingkun Liang

Despite the seminal works of authors like Bartlett, Ghoshal, Nohria, Doz, Williamson, among others, because they focused on mature multinationals, newcomers in international…

Abstract

Despite the seminal works of authors like Bartlett, Ghoshal, Nohria, Doz, Williamson, among others, because they focused on mature multinationals, newcomers in international markets find scarce information about the design and implementation of international operations networks. In this paper we analyze the internationalization process of Brazilian and Chinese firms to understand the evolution of their networks, a process influenced by factors inexistent in studies about developed country multinationals, namely global production networks (GPNs) and country-of-origin effects. The key characteristics of their international operations networks seem to be well described by a stage-based approach where emerging country multinationals start as local optimizers and then evolve by taking different strategic positions within the GPN to which they are connected. That upgrading is possible when the implementation of the international operations network reaches a certain level of maturity.

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Emerging Economies and Multinational Enterprises
Type: Book
ISBN: 978-1-78441-740-6

Keywords

Book part
Publication date: 28 February 2017

Rohit verma

Abstract

Details

Handbook of Logistics and Supply-Chain Management
Type: Book
ISBN: 978-0-8572-4563-2

1 – 10 of 112