Search results

The purpose of this paper is to investigate how the service constellation perspective affects innovation strategies and potentially contributes to the innovation literature, proposing a research agenda.

By analyzing the notion of a service constellation, the authors provide an overview of major implications for service innovation research and practice.

Firms and service innovation researchers need to focus on the perceived consumer value of the constellation rather than on individual services. The authors illustrate how service innovation from the constellation perspective requires coordination and synchronization between projects and different approaches to portfolio management and screening.

Adoption of the service constellation perspective creates new opportunities.

The purpose of this paper is to provide insight into how consumers cope with confusion caused by overload in information and/or choice. The paper investigates whether consumers who face different degrees of confusion use different coping strategies depending upon their decision‐making styles.

The Dutch mobile phone market is a typical example of a turbulent market, overloaded with information and/or choice, which creates consumer confusion. A survey was conducted among 203 mobile phone users, using valid and reliable multi‐item scales to measure consumer confusion, decision‐making styles and coping strategies. Cluster analysis and Mancova were used to provide insight into the results.

The paper finds that consumers of mobile phones can be characterized by combinations of decision‐making styles and find three clusters based on decision‐making styles: “price conscious and cautious” consumers, “brand‐loyal and quality‐driven” consumers, and “functionalist” consumers. Results show significant main effects of the degree of confusion and the decision‐making styles on the use of coping strategies as well as a significant interaction effect of these two. Higher levels of consumer confusion lead to an increased use of seven coping strategies: downsizing the consideration set; keeping status quo; reduced information search; search deferral; buying what others have bought; disengagement from decision; and decision delegation. “Price conscious and cautious” consumers engage less in downsizing the consideration set than the two other clusters, and are less inclined to keep the status quo as compared to “functionalist” consumers.

Because of the intangible and heterogeneous nature of services, knowledge about coping with confusion due to an overload in information and choice is especially important for service providers in their efforts to build and sustain strong relationships with consumers. Practical implications in terms of different approaches on how to cope with confused consumers are provided.

This paper seeks to improve the understanding of implementation processes that achieve corporate sustainability by providing explanatory knowledge about the role of change agents from a sensemaking perspective. The paper also aims to focus on the sustainability efforts of change agents in a multinational carpet tile manufacturer.

The theoretical perspective of the paper is based on the concepts of sensemaking and emergent change. The paper examines sustainability sensemaking in the Dutch subsidiary of the US‐based carpet tile manufacturer Interface over a period of ten years (2000‐2010).

The findings show that embedding sustainability by change agents is typically an emergent change process that consists of small steps and is not predictable.

This paper focuses on the emergent, unpredictable aspects of change. More research is needed on processes of adapting the general concept of sustainability to local organisational contexts.

The paper examines sustainability sensemaking by change agents in one organisation.

The study evaluated the interlinkages and diversification opportunities in the context of emerging bond markets from 2007:1 to 2020:5, using the vector autoregressive (VAR) model and sub‐period analyses to compare BRIC (2007:1–2010:11) and BRICS (2010:12–2020:5) regimes. As indicated by the breaking unit‐root test, dummies for the global financial crisis and COVID‐19 were incorporated in the analyses. VAR results showed that the Indian bond market responds positively to the previous change in the Chinese bond market during the BRIC era while BRICS bond markets are mostly uninfluenced by prior behavior patterns of one another. These suggested that the diversification opportunity has been increased following the admission of South Africa to the league. In addition, variance decomposition and impulse response provide proofs to suggest that BRICS bond markets are more exogenous and independent compared to what is obtained during the BRIC period. Consequently, the authors concluded that the BRICS bloc has provided greater diversification opportunities for emerging markets’ bondholders in the recent past.

Educational achievement gaps between Indigenous and non-Indigenous peoples exist as a critical issue and a policy challenge in most countries. This chapter examines contemporary schooling issues and inequalities experienced by Canadian Indigenous students in order to further understand the challenges that impact their schooling experiences.

This chapter draws on interviews with 50 participants (26 educators and 24 parents) within four southern Ontario school boards. Of those interviewees, 20 teachers and 20 parents identify as Indigenous (mainly Haudenosaunee, Anishinaabe, and Métis). Four non-Indigenous parent interviewees have children with Indigenous ancestry and six non-Indigenous teachers have Indigenous education as an area of specialization.

Findings suggest that Indigenous students encounter schooling challenges associated with: racial discrimination, feelings of not fitting in, and desires to blend in with the majority student population, as well as inequalities in Indigenous-focused programs and initiatives.

Given the historical context of discrimination against Indigenous Canadians in schooling, Indigenous students are challenged with distinct barriers that shape educational experiences as they advance in their academic careers. Interviewees described how embedding content based on Indigenous cultures, perspectives, and histories into public schools can not only counter negative experiences for Indigenous students, but also facilitate respect for cultural diversity among non-Indigenous students, and serves as a mechanism to combat racism and prejudice in the school community.

Purpose: The purpose of this chapter is to elaborate on the major conceptual and practical considerations of the use of robots, artificial intelligence and service automation (RAISA) in travel, tourism, and hospitality companies (TTH).

Design/methodology/approach: The chapter develops a conceptual framework of the major issues related to the use of RAISA in the travel, tourism and hospitality context.

Findings: The findings indicate that while there is a creeping incursion of RAISA into TTH, there are major concerns that the TTH industry has to consider in regard to automating TTH services.

Practical implications: In a practical sense, the chapter identifies the decisions that TTH industry professionals need to take when dealing with RAISA technologies. Furthermore, the chapter elaborates on the impacts RAISA have on business operations, marketing management, human resources and financial management of TTH companies. The TTH industry has to adjust its practices and communicate with its workforce in ways as not to increase Luddite tendencies and resistance among employees.

Social implications: The analysis shows that there is an upcoming era in which automation of services will be so advanced that wealthy countries may not need to import labour to make up with its own aging workforce, suggesting that RAISA and its further development has the potential for disrupting society and international relations.

Originality/value: This chapter provides a comprehensive review of the issues related to the use of RAISA in the TTH industry, including the drivers of RAISA adoption in tourism, advantages and disadvantages of RAISA technologies compared to human employees, decisions that managers need to take, and the impacts of RAISA on business processes. It shows how macroenvironmental pressures shape the microeconomic decisions to use RAISA in a TTH context.