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1 – 10 of 55Helen L. Bruce, Ewa Krolikowska and Tara Rooney
This editorial introduces a special issue of the Journal of Services Marketing, dedicated to papers discussing the effect of the physical context on customer experience. This…
Abstract
Purpose
This editorial introduces a special issue of the Journal of Services Marketing, dedicated to papers discussing the effect of the physical context on customer experience. This study aims to identify diverse areas of extant knowledge, upon which researchers might draw when investigating the effect of the physical context on customer experience, to inform future research agendas.
Design/methodology/approach
Drawing on available literature, the authors argue that, as prior studies in diverse scholarly fields have explored the physical context, these bodies of knowledge may offer theories and constructs that meaningfully inform explorations of the effect of the physical context on customer experience.
Findings
The authors identify five marketing subdisciplines and six nonmarketing disciplines, each offering theories, constructs and perspectives which researchers might draw upon in future studies of the effects of the physical context on customer experience.
Originality/value
The authors develop a novel map which depicts the field of study of the effects of the physical context on customer experience, which scholars might use to inform future research design. In addition, the authors suggest several directions for future research.
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Ebru Baykal Uluoz and Göksenin Inalhan
This paper aims to propose and provide an overview of a model analysis that considers the main spatial design attributes that influence and produce the most relevant salutogenic…
Abstract
Purpose
This paper aims to propose and provide an overview of a model analysis that considers the main spatial design attributes that influence and produce the most relevant salutogenic outcomes. These results are essential for a healthy work experience, especially in shared workspaces.
Design/methodology/approach
This study departs from the theoretical contributions of the salutogenic approach, principles from supportive design theory, psychosocial supportive design and the environmental demands and resources model. After a scoping literature review covering different fields of workspace design, environmental psychology and evidence-based design of health-care facilities, a conceptual analysis is done on a proposed understanding of work, health and environmental relations to overview spatial attributes that enhance specific salutogenic and well-being-promoting outcomes needed for a healthy work experience.
Findings
The model of analysis, as a theoretical element that helps create methodological tools, combined with the application of a post occupancy evaluation, is thought to assist architects, designers, workspace owners and stakeholders in their new designs or to evaluate existing ones.
Originality/value
Studies on defining spatial attributes and their intended salutogenic outcomes have been formally done in health-care facilities. However, applying this idea to shared workspaces is something new and is expected to contribute to their design and evaluation, especially if the notion of environmental demands and resources is complemented.
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Lisa Marie Borghoff, Carola Strassner and Christian Herzig
Organic food processing must include organic principles to be authentic. This qualitative study aims to understand the processors' understanding of organic food processing quality.
Abstract
Purpose
Organic food processing must include organic principles to be authentic. This qualitative study aims to understand the processors' understanding of organic food processing quality.
Design/methodology/approach
This study is based on semi-structured expert interviews with eight employees of six purely or partly organic dairies from Germany and Switzerland. Interview themes are (1) quality of organic milk processing in general, (2) assessment of specific processing techniques, (3) product quality of organic milk and (4) flow of information between producer and consumer. The interviews have been audio-recorded, transcribed verbatim and thematically analysed.
Findings
(1) Experts prefer minimal processing; some prefer artisanal processing, whilst others stress the advantages of mechanisation. (2) High temperature short time (HTST) pasteurisation and mechanical processing techniques are accepted; ultra-high-temperature (UHT) milk processing is partly rejected. (3) Traditional taste and valuable ingredients should be present in the final product. Natural variances are judged positively. (4) Consumers' low level of food technology literacy is challenging for communication.
Research limitations/implications
The results cannot be generalised due to the qualitative study design. Further studies, e.g. qualitative case analyses and studies with a quantitative design, are necessary to deepen the results.
Practical implications
The paper shows which processing technologies experts consider suitable or unsuitable for organic milk. The paper also identifies opportunities to bridge the perceived gap between processors' and consumers' demands.
Originality/value
The study shows the challenges of processors in expressing the processors' understanding of process quality.
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Augustine Senanu Komla Kukah, De-Graft Owusu-Manu, Edward Badu, David John Edwards, Eric Asamoah, Andrew Anafo, Dominic Kuutiero and Richmond Makafui Kofi Kukah
In comparison to other countries, power generation in Sub-Sahara Africa is poor. Public–private partnership (PPP) model has become increasingly popular for addressing…
Abstract
Purpose
In comparison to other countries, power generation in Sub-Sahara Africa is poor. Public–private partnership (PPP) model has become increasingly popular for addressing infrastructural challenges, especially in the power sector. The purpose of this study is to evaluate and classify the factors that influence public sector involvement in Ghanaian PPP power projects.
Design/methodology/approach
Using purposive and snowball sampling techniques, questionnaires were used to gather responses from experts in the PPP power sector in a two round Delphi survey. Analytical tools adopted were descriptive statistics, mean score ranking, Cronbach’s alpha and factor analysis.
Findings
The most significant factors that influence public sector involvement in PPP power projects were: achieving improved value for money; access to additional capital; increased certainty of projects; greater efficiency of project delivery services; and improved ability to deliver new infrastructure. From factor analysis, the four components were: value for money and efficiency; capital and skills; innovation and technology; and project delivery.
Originality/value
Government bodies in the power sector will benefit from the findings, as it would aid them develop policies that would strengthen regulatory structures as well as institutions.
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Isabelle Lacombe and Anis Jarboui
This paper aims to study the impact of the digital transformation on the role and governance of Information Technology departements. The study focuses on banks and insurance…
Abstract
Purpose
This paper aims to study the impact of the digital transformation on the role and governance of Information Technology departements. The study focuses on banks and insurance companies because they have been allocating significant resources to managing their digital transformation.
Design/methodology/approach
Inductive qualitative research of an exploratory type based on the Gioia method involved face-to-face interviews at the IT departments of seven financial sector companies in France. Axial encoding of the answers, recommended by Gioia, was used to classify the raw data and structure the analysis using a graphical presentation.
Findings
Four IT governance maturity situations were determined within the financial steering and performance analysis modes of digital transformation projects. This research aimed to enable companies to position their practices within the analysis framework defined through modelled maturity situations and to help them steer their digital transformation.
Originality/value
A panel was composed with most of the banks in France and some insurance companies. The link was done between Digital Maturity, and Digital and IT Governance, and with the use of the graphical qualitative research using the Gioia method.
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Stefan Jooss, Julia Lenz and Ralf Burbach
This paper aims to unpack how small and medium-sized enterprises (SMEs) can operationalise coopetition in talent management, addressing ongoing talent shortages in the hospitality…
Abstract
Purpose
This paper aims to unpack how small and medium-sized enterprises (SMEs) can operationalise coopetition in talent management, addressing ongoing talent shortages in the hospitality industry which were intensified during the Covid-19 pandemic.
Design/methodology/approach
This conceptual paper draws from literature on coopetition and talent management in SMEs. Specifically, the authors take an interorganisational talent pool lens and develop a framework following the principles of open-systems theory.
Findings
The authors find that the traditional use of talent pools is often impractical for SMEs because of a lack of resources and capabilities. Instead, interorganisational talent pools, through coopetition in talent management, can aid these firms to address talent shortages. The authors identify potential for SME coopetition at various stages, including attraction, development and retention of talent.
Practical implications
Coopetition in talent management can aid industries in establishing market-thickening pipelines. Through co-attracting, co-developing and co-retaining talent, SMEs can create interorganisational talent pools. To develop talent management coopetition, a set of prerequisites, catalysts and potential inhibitors must be analysed and managed.
Originality/value
This paper moves the talent management debate beyond competition for talent, introducing coopetition as a viable alternative. Taking an open-systems perspective, the authors develop an integrative framework for coopetition in talent management in SMEs encompassing input, process and output components. The authors reveal the dynamic and complex nature of this coopetition process, highlighting the essential role of coopetition context and illustrating open-system principles.
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