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Article

Allard C.R. Van Riel, Jie J. Zhang, Lee Phillip McGinnis, Mohammad G. Nejad, Milos Bujisic and Paul A. Phillips

While innovative service systems may create substantial value for certain stakeholders, they often destroy value for others. This value paradox frequently leads to…

Abstract

Purpose

While innovative service systems may create substantial value for certain stakeholders, they often destroy value for others. This value paradox frequently leads to unsustainable service systems. The purpose of this paper is to explore the use of multiple theories to pinpoint and explain these value paradoxes, build a framework allowing potentially more sustainable value configuration of service systems and develop an agenda for future research. The framework is illustrated with examples from the hospitality industry.

Design/methodology/approach

The paper draws on prevalent theories and approaches, including service-dominant logic, business modeling, transaction cost economics, stakeholder theory, configuration theory and set theory, to develop a value configuration framework.

Findings

In a service system, the configuration of resources and relationships between these resources (i.e. the set of value propositions for various stakeholders of the system) determines which stakeholders will gain and which will lose and to what extent. For that reason, insight into the range of possible service configurations – or business models – will help decision makers consider the effects on various stakeholders, and, where possible, set their priorities right and make their businesses more sustainable. The research produces a rich research agenda.

Research limitations/implications

Examples from hospitality allow an in-depth examination of a range of dynamic configurational and technological innovations, but some idiosyncratic characteristics of the context may impede the wider applicability of the conceptual framework. Future research could complement this work by studying other service sectors.

Practical implications

The paper aims to provide decision makers in the service industry with a conceptual tool to explore, diagnose and, if needed, adjust the value configuration of their service operations. In practice, this tool may help explicate the service system configuration, thus helping managers determine their organizations’ desired positioning in terms of value creation and destruction, and to choose strategic directions by adapting configurations.

Social implications

Legislation and regulations are being adapted to various new service configurations. This paper attempts to – at least conceptually – distinguish different service configurations, allowing policy makers to identify the value trade-offs between stakeholders, including society at large.

Originality/value

Previous research focused primarily on value creation by innovative services and business models. Value creation for one stakeholder, however, could lead to value destruction for another. Taking this paradox into consideration may result in more open service ecosystems that explicitly consider sustainability and value implications in multiple dimensions and for a broader group of stakeholders.

Details

Journal of Service Management, vol. 30 no. 3
Type: Research Article
ISSN: 1757-5818

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Article

Ruggero Sainaghi, Rodolfo Baggio, Paul Phillips and Aurelio G. Mauri

This paper aims to provide a review of hotel performance within the hospitality and tourism research domain. The authors use network analysis to examine two research…

Abstract

Purpose

This paper aims to provide a review of hotel performance within the hospitality and tourism research domain. The authors use network analysis to examine two research questions. The first relates to ascertaining general trends within the hotel performance literature, and the second focuses on identifying the salient streams and sub-topics.

Design/methodology/approach

Articles were selected according to three criteria: keywords, journals and year of publication. The analysis embraces 20 years (1996-2015). These choices assure a wide coverage of the literature. Using these three criteria, the sample includes 1,155 papers. For the analysis, the authors created a network of papers designated as nodes, and the citations among the papers as links. A network approach recognizes the internal structure of the network by identifying groups of nodes (papers) that are more densely connected between themselves than to other nodes within the network (modules, clusters or communities).

Findings

The authors found 761 papers that were “connected” studies within the network. By contrast, 34 per cent of the sample (394 papers) consists of “unconnected” studies. Excluding outliers, the net sample was 734 articles. The authors identify 14 clusters, which they break down into several sub-topics. The authors conclude by providing some conclusions regarding trends and future research directions. With regards to salient topics, cross-citation and network analysis provide a detailed picture of where the literature comes from and where it currently stands. Conclusions are articulated at the theoretical and empirical levels.

Originality/value

Compared with previous hotel performance reviews, the approach followed by this study enables the discovery of an analytical research map, which is able to identify both clusters and sub-topics populating each segment. Researchers are able to position their work and identify issues that are in growth and decline.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 2
Type: Research Article
ISSN: 0959-6119

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Article

Paul A. Phillips

Performance measurement is an important managerial activity that is of key concern to the hotel general manager. Unfortunately, there has been a paucity of hospitality…

Abstract

Performance measurement is an important managerial activity that is of key concern to the hotel general manager. Unfortunately, there has been a paucity of hospitality related research to assess the appropriateness of existing hotel performance measurement systems in use. This conceptual paper shows how a performance measurement system has the potential to deliver competitive advantage. This paper speculates that competitive advantage can be achieved if inputs, processes, outputs, markets, environmental characteristics are congruent with business objectives.

Details

International Journal of Contemporary Hospitality Management, vol. 11 no. 7
Type: Research Article
ISSN: 0959-6119

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Article

Paul A. Phillips

Improving the interface between strategic and financial planning should be an essential objective of the planning process. However, does sophistication really matter…

Abstract

Improving the interface between strategic and financial planning should be an essential objective of the planning process. However, does sophistication really matter? Based on a survey of 100 hotels, the aim of this article is to explore the issue of whether a well‐developed interface between strategic planning and the finance function actually provides any added value. The added value in this study is measured by enhanced performance (efficiency, effectiveness and adaptability), which is a primary objective for any enterprise.

Details

Management Decision, vol. 38 no. 8
Type: Research Article
ISSN: 0025-1747

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Article

Paul A. Phillips and Luiz Moutinho

Strategic planning is currently back in vogue as a key managerial process. However, despite the voluminous amount of strategic planning literature there has been a paucity…

Abstract

Strategic planning is currently back in vogue as a key managerial process. However, despite the voluminous amount of strategic planning literature there has been a paucity of research that has measured planning effectiveness. This paper proposes a diagnostic tool developed for hotels called the strategic planning index (SPI) that measures planning effectiveness. Six factors were found to be critical to effective planning: planning implementation; future performance; past performance; functional coverage; reliance on analytical techniques; and staff planning assistance.

Details

International Journal of Contemporary Hospitality Management, vol. 11 no. 7
Type: Research Article
ISSN: 0959-6119

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Article

Paul A. Phillips

Understanding the key forces of supply and demand within a competitive environment is essential, if one aspires to obtain and sustain competitive advantage. Unfortunately…

Abstract

Understanding the key forces of supply and demand within a competitive environment is essential, if one aspires to obtain and sustain competitive advantage. Unfortunately, the growth in the UK hotel sector has not been matched by the provision or detailed analysis of information sources. Typically supply‐side statistics are usually limited to room stock, whereas demand‐side statistics are usually confined to occupancy percentages. This results in only a limited interpretation and identification of changing supply and demand patterns in the UK hotel sector. Offers a novel approach which provides greater insight than traditional supply and demand statistics. The proposed framework is used to disseminate supply and demand data for the seven‐year period 1989 to 1995. The analysis suggests that the future for some hotel independents appears rather bleak.

Details

International Journal of Contemporary Hospitality Management, vol. 9 no. 4
Type: Research Article
ISSN: 0959-6119

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Article

Paul A. Phillips

Hotels tend to have a high level of fixed costs, which means that highlosses will result if revenue is significantly reduced below thebreak‐even point. Hence, the…

Abstract

Hotels tend to have a high level of fixed costs, which means that high losses will result if revenue is significantly reduced below the break‐even point. Hence, the traditional cost‐volume‐profit (CVP) model, which is widely used within the hotel sector to determine break‐even analysis, is an important managerial tool. However, is the basic CVP model adequate, bearing in mind that certainty does not always exist during the decision‐making process? Examines the basic CVP model and describes how to include uncertainty during the decision‐making process. By way of illustration uses a hypothetical Welsh hotel, to show how to determine probability estimates for various desired profit levels. Also considers some of the other inherent operational difficulties of the basic CVP model.

Details

International Journal of Contemporary Hospitality Management, vol. 6 no. 3
Type: Research Article
ISSN: 0959-6119

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Book part

Damon J. Phillips

Purpose – This study is intended to extend scholarship on the management of organizations by examining the long-term performance of orphaned products.

Abstract

Purpose – This study is intended to extend scholarship on the management of organizations by examining the long-term performance of orphaned products.

Design/methodology/approach – This study uses the historical context of the 1929 stock market crash and the Great Depression to examine the long-run appeal (performance) of orphaned products – products from start-ups that fail soon after production. I use this setting to determine how factors within the purview of management, as well as the role of changing tastes, affect the appeal of music from short-lived start-ups founded in 1929 and 1933.

Findings/originality/value – I find that while the evolution of tastes has a substantial effect beyond the control of a firm's managers, a start-up's decision-makers were able to positively influence the long-run appeal of music when they (a) recorded tunes with new artists and (b) were able to create an early big hit with the tune. These results demonstrate how and why, even with cultural producers in one of the greatest economic disasters in U.S. history, managerial decisions were meaningful for product performance. Finally, I show that the effect of being a start-up on the long-run appeal of a tune is time-varying such that being a start-up in 1929 or 1933 does not harm a tune's appeal until after World War II. These final analyses point to further ways in which strategy, history, and sociology might combine to further scholarship on the management of organizations.

Details

History and Strategy
Type: Book
ISBN: 978-1-78190-024-6

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Article

In order to succeed in an action under the Equal Pay Act 1970, should the woman and the man be employed by the same employer on like work at the same time or would the…

Abstract

In order to succeed in an action under the Equal Pay Act 1970, should the woman and the man be employed by the same employer on like work at the same time or would the woman still be covered by the Act if she were employed on like work in succession to the man? This is the question which had to be solved in Macarthys Ltd v. Smith. Unfortunately it was not. Their Lordships interpreted the relevant section in different ways and since Article 119 of the Treaty of Rome was also subject to different interpretations, the case has been referred to the European Court of Justice.

Details

Managerial Law, vol. 22 no. 1
Type: Research Article
ISSN: 0309-0558

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Case study

Phillip E. Pfeifer and Paul W. Farris

Five carefully constructed problems illustrate the concepts of second-market discounting, price skimming, limit pricing, random discounting, premium pricing, and bundling.

Abstract

Five carefully constructed problems illustrate the concepts of second-market discounting, price skimming, limit pricing, random discounting, premium pricing, and bundling.

Details

Darden Business Publishing Cases, vol. no.
Type: Case Study
ISSN: 2474-7890
Published by: University of Virginia Darden School Foundation

Keywords

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