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Article
Publication date: 1 September 2000

Frederick A. Frost and Mukesh Kumar

Explores the extent to which the construct service quality plays in an internal marketing setting. A conceptual model known as the “Internal Service Quality Model” was…

Abstract

Explores the extent to which the construct service quality plays in an internal marketing setting. A conceptual model known as the “Internal Service Quality Model” was designed based on the original “GAP Model” developed by Parasuraman. The model evaluated the dimensions, and their relationships, that determine service quality among internal customers (front‐line staff) and internal suppliers (support staff) within a large service organisation, namely, Singapore Airlines. The dependent variable in this study was internal service quality (ISQ), while the independent variables were tangibility, reliability, responsiveness, assurance, and empathy. The results suggest that the perceptions and expectations of internal customers and internal suppliers play a major role in recognising the level of internal service quality perceived. The acceptance of the postulated hypotheses has confirmed the importance of the internal service quality construct, thus acknowledging the usefulness of the INTSERVQUAL instrument and the conceptualised Internal Service Quality Model proposed in this research study.

Details

Journal of Services Marketing, vol. 14 no. 5
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 July 2021

Jing Yuan and Lingyu Guo

The purpose of this paper is to investigate the status quo of digital poverty among adolescents in China, analyze the characteristics and the causes, then propose…

Abstract

Purpose

The purpose of this paper is to investigate the status quo of digital poverty among adolescents in China, analyze the characteristics and the causes, then propose countermeasures to provide reference for alleviating digital poverty among adolescents.

Design/methodology/approach

The study developed an initial scale of digital poverty among adolescents and used survey data to revise the scale, on this basis, formed a questionnaire, which was distributed to nationwide adolescents. The study developed its findings from the 837 valid questionnaire respondents.

Findings

The digital poverty among adolescents is mainly shown in the poverty of digital ability, digital psychology and digital environment and presents the following characteristics, that is, insufficient information seeking ability and information selection ability needing to be improved; equipped with basic information awareness but lack of information evaluation ability; lack of patience in obtaining information and inclined to the principle of least effort; imperfect knowledge structure and immature psychological emotions and vulnerable to external interference; having a certain relationship with the information environment, but not significantly affected by regional economic differences. Finally, the study puts forward countermeasures to alleviate digital poverty among adolescents.

Practical implications

Understanding of the digital poverty among adolescents will likely demand rethinking into a number of issues ignored by information poverty studies.

Originality/value

Few studies focus on digital poverty among adolescents. This study developed an initial scale of digital poverty among adolescents and revised it by survey data, then conducted an empirical study through questionnaire, which could expand the understanding of information poverty in the field of library and information science.

Details

Journal of Documentation, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0022-0418

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Book part
Publication date: 20 October 2015

Michael Preece

This research explores perceptions of knowledge management processes held by managers and employees in a service industry. To date, empirical research on knowledge…

Abstract

This research explores perceptions of knowledge management processes held by managers and employees in a service industry. To date, empirical research on knowledge management in the service industry is sparse. This research seeks to examine absorptive capacity and its four capabilities of acquisition, assimilation, transformation and exploitation and their impact on effective knowledge management. All of these capabilities are strategies that enable external knowledge to be recognized, imported and integrated into, and further developed within the organization effectively. The research tests the relationships between absorptive capacity and effective knowledge management through analysis of quantitative data (n = 549) drawn from managers and employees in 35 residential aged care organizations in Western Australia. Responses were analysed using Partial Least Square-based Structural Equation Modelling. Additional analysis was conducted to assess if the job role (of manager or employee) and three industry context variables of profit motive, size of business and length of time the organization has been in business, impacted on the hypothesized relationships.

Structural model analysis examines the relationships between variables as hypothesized in the research framework. Analysis found that absorptive capacity and the four capabilities correlated significantly with effective knowledge management, with absorptive capacity explaining 56% of the total variability for effective knowledge management. Findings from this research also show that absorptive capacity and the four capabilities provide a useful framework for examining knowledge management in the service industry. Additionally, there were no significant differences in the perceptions held between managers and employees, nor between respondents in for-profit and not-for-profit organizations. Furthermore, the size of the organization and length of time the organization has been in business did not impact on absorptive capacity, the four capabilities and effective knowledge management.

The research considers implications for business in light of these findings. The role of managers in providing leadership across the knowledge management process was confirmed, as well as the importance of guiding routines and knowledge sharing throughout the organization. Further, the results indicate that within the participating organizations there are discernible differences in the way that some organizations manage their knowledge, compared to others. To achieve effective knowledge management, managers need to provide a supportive workplace culture, facilitate strong employee relationships, encourage employees to seek out new knowledge, continually engage in two-way communication with employees and provide up-to-date policies and procedures that guide employees in doing their work. The implementation of knowledge management strategies has also been shown in this research to enhance the delivery and quality of residential aged care.

Details

Sustaining Competitive Advantage Via Business Intelligence, Knowledge Management, and System Dynamics
Type: Book
ISBN: 978-1-78560-707-3

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Article
Publication date: 14 July 2021

Esra Saleh Al Dhaen

Strategic decision importance has rarely been investigated as a decision-specific characteristic in the strategic decision-making process (SDMP) literature taking into…

Abstract

Purpose

Strategic decision importance has rarely been investigated as a decision-specific characteristic in the strategic decision-making process (SDMP) literature taking into consideration information management while taking important strategic decisions. Here, the ability of decision importance to predict decision effectiveness as an outcome of SDMPs in higher education institutions (HEIs) is examined in the context of Bahrain.

Design/methodology/approach

A conceptual model is developed relating decision importance to decision effectiveness indirectly via the SDMP characteristics intuition, rationality and decentralization. Data from a cross-sectional questionnaire completed by leaders of HEIs and academics involved in strategic decision-making in Bahrain are used to test the model and hypotheses via correlation analysis. The paper also considers a literature review of the use of information management while taking a strategic decision.

Findings

Decision importance is shown to positively influence decision effectiveness in Bahraini HEIs mediated by rationality and by decentralization in decision-making, although negative effects of decentralization are also demonstrated. However, decision importance does not influence decision effectiveness mediated by intuition.

Research limitations/implications

Due to the small sample size, the results cannot be generalized to contexts beyond HEIs in Bahrain. Additional SDMP characteristics of significance in the context of HEIs could be future investigated, for instance, political behaviour and lateral communication, are not included in the model. Future research exploring the latter two aspects could provide deeper insight into the findings.

Practical implications

The findings of this paper could be considered by HEIs senior management and members of the governing body while strategic decision-making, which could be at different levels, including strategic planning or assessing a strategic decision in terms of effectiveness. This paper will also provide insight one the use of information while considering strategic decision-making.

Social implications

A model leading for effective strategic decision-making could be used by leaders of HEIs and regulators including licensing bodies and QA agencies to set standards for HEIs for sustainable performance and quality education in line with United Nations Sustainable Development Goals and Initiative. Strategic decision-making will have an impact on the overall performance of HEIs and serve all relevant stakeholder’s including parents, students, employers and industry.

Originality/value

Little research conducted in relation to strategic decision-making in the Gulf Cooperation Council therefore, this research will add original findings and the outcome of this study will lead to future research related to SDMP and the use of information management in the overall strategic decision-making.

Details

The Bottom Line, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0888-045X

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Article
Publication date: 12 March 2018

Antti Ylä-Kujala, Salla Marttonen-Arola and Timo Kärri

The role of management control is frequently emphasized in connection with inter-organizational relationships and value networks. For example, boundary-spanning cost and…

Abstract

Purpose

The role of management control is frequently emphasized in connection with inter-organizational relationships and value networks. For example, boundary-spanning cost and accounting control techniques have been studied in multifaceted empirical settings. The prevalence of such techniques is, however, currently unknown in conjunction with companies’ interests to increase inter-organizational integration in general. Additionally, also the nexus between the internal state of cost management and the company’s willingness to develop inter-organizational relationships requires further investigation. The paper aims to discuss these issues.

Design/methodology/approach

The study is based on an extensive survey that was responded to by more than 1,500 CEOs and CFOs from large, medium-sized and small Finnish enterprises in a variety of industries. As the authors chose the mixed-methods approach, both quantitative and qualitative data were collected for the study.

Findings

The findings suggest that companies can be allocated to five clusters: “the cost experts,” “the trustful,” “the holdouts,” “the trailblazers” and “the uncertain”. When the networking-oriented clusters, “the trustful” and “the trailblazers” are combined, the authors can conclude that 40 percent of the studied companies are interested in increasing inter-organizational integration. However, only 7 percent have boundary-spanning techniques in use. There is also a correlation between interest in integrating and developing cost management.

Research limitations/implications

This paper contains several theoretical implications, although further research, e.g. comparative studies, is required to verify the findings. The scarcity of managerial implications can be regarded as a limitation.

Originality/value

This paper fills several untapped research gaps by studying inter-organizational integration in the cost management context from multiple, complementary perspectives with a particularly large set of data.

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Article
Publication date: 5 January 2015

Mehmet Seckin Aday and Ugur Yener

The purpose of this paper is to identify the purchase behavior with regard to innovative food packaging techniques and sociodemographic properties of consumers in Turkey…

Abstract

Purpose

The purpose of this paper is to identify the purchase behavior with regard to innovative food packaging techniques and sociodemographic properties of consumers in Turkey (the crossroads of Europe and Asia).

Design/methodology/approach

The survey was conducted with 365 people (around 50 persons for each region) who live in the different regions to represent the whole population of Turkey as good as possible. Questionnaire methodology was used to achieve the research objectives. Multiple-choice test which consists of 24 questions (Table I) were selected in order to keep the questionnaire at a reasonable length. Questionnaires were distributed to the respondents in small groups for effective communication. Multiple correspondence, decision tree and prospect profiles statistic procedures were used to identify the purchase behavior.

Findings

In the study, some consumers worried that innovative packages might mislead them and therefore sales should be handled under trusted brands. Majority of consumers were willing to use innovative food packages to prevent the microbial spoilage. Consumers indicated that they do not want to see sachets in active food packages due to the probability of mistaken. Consumers who chose the price as a first thing to get their attention in food packaging, would accept the increase in price lesser than 10 percent after seeing the positive impacts of innovative packaging. Most of the consumers’ (74.79 percent) expectation from innovative packaging was the visual ability to observe the history and freshness of foods inside the packaging. Participants indicated that education through commercials (40.55 percent) would be the most effective way in order to increase the overall acceptability for innovative packaging.

Research limitations/implications

The limitation of this study was that, these questionnaires were applied only to Turkish consumers and findings might not be applicable to other countries.

Practical implications

Better understanding of consumer adoption of innovative packages can help to minimize rejection of innovative technologies. Knowledge of consumer behaviors toward active and intelligent packaging can contribute to developing better industry strategies.

Originality/value

This paper gives the detailed information about purchasing behavior of Turkish consumers’ regarding innovative packaging techniques.

Details

British Food Journal, vol. 117 no. 1
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 1 April 2001

H.P. Wolmarans

In recent years, investment management education has become increasingly relevant. As a result of this development, it is essential that various role players should be…

Abstract

In recent years, investment management education has become increasingly relevant. As a result of this development, it is essential that various role players should be consulted to ensure that investment management is taught in line with practitioners’ requirements. The South African Qualifications Authority also specifies that educators and practitioners should collaborate to maintain relevance in all fields of education. The importance of various areas in investment management was investigated. This article compares the ranking of these areas in terms of their importance as perceived by academics and practitioners. The study being reported also aimed to determine whether gaps exist between the areas that academics regard to be important and the areas that practitioners regard as such. Areas that are generally regarded to be most important include asset allocation, fundamental analysis and the measurement of risk and return. Areas that are regarded to be least important include arts, antiques and other hard assets; rights and capitalisation issues; and real estate. Areas in need of research include the measurement of risk and return; asset allocation; derivatives; and global markets and instruments. The findings of this study could have a significant impact on the provision of relevant training for South African investment specialists.

Details

Meditari Accountancy Research, vol. 9 no. 1
Type: Research Article
ISSN: 1022-2529

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Book part
Publication date: 25 May 2021

Alessandra Girlando, Simon Grima, Engin Boztepe, Sharon Seychell, Ramona Rupeika-Apoga and Inna Romanova

Purpose: Risk is a multifaceted concept, and its identification requires complex approaches that are often misunderstood. The consequence is that decisions are based on…

Abstract

Purpose: Risk is a multifaceted concept, and its identification requires complex approaches that are often misunderstood. The consequence is that decisions are based on limited perception rather than the full value and meaning of what risk is, as a result, the way it is being tackled is incorrect. The individuals are often limited in their perceptions and ideas and do not embrace the full multifaceted nature of risk. Regulators and individuals want to follow norms and checklists or overuse models, simulations, and templates, thereby reducing responsibility for decision-making. At the same time, the wider use of technology and rules reduces the critical thinking of individuals. We advance the automation process by building robots that follow protocols and forget about the part of risk assessment that cannot be programed. Therefore, with this study, the objective of this study was to discover how people define risk, the influencing factors of risk perception and how they behave toward this perception. The authors also determine how the perception differed with age, gender, marital status, education level and region. The novelty of the research is related to individual risk perception during COVID-19, as this is a new and unknown phenomenon. Methodology: The research is based on the analysis of the self-administered purposely designed questionnaires we distributed across different social media platforms between February and June 2020 in Europe and in some cases was carried out as a interview over communication platforms such as “Skype,” “Zoom” and “Microsoft Teams.” The questionnaire was divided into four parts: Section 1 was designed to collect demographic information from the participants; Section 2 included risk definition statements obtained from literature and a preliminary discussion with peers; Section 3 included risk behavior statements; and Section 4 included statements on risk perception experiences. A five-point Likert Scale was provided, and participants were required to answer along a scale of “1” for “Strongly Agree” to “5” for “Strongly Disagree.” Participants also had the option to elaborate further and provide additional comments in an open-ended box provided at the end of the section. 466 valid responses were received. Thematic analysis was carried out to analyze the interviews and the open-ended questions, while the questionnaire responses were analyzed using various quantitative methods on IBM SPSS (version 23). Findings: The results of the analysis indicate that individuals evaluate the risk before making a decision and view risk as both a loss and opportunity. The study identifies nine factors influencing risk perception. Nevertheless, it must be emphasized that we can continue to develop models and rules, but as long as the risk is not understood, we will never achieve anything.

Details

Contemporary Issues in Social Science
Type: Book
ISBN: 978-1-80043-931-3

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Book part
Publication date: 7 July 2006

Ken Black

In the International Classification of Functioning, Disability and Health (ICF) 2001, the World Health Organization (WHO) defines disability as: ‘an umbrella term for…

Abstract

In the International Classification of Functioning, Disability and Health (ICF) 2001, the World Health Organization (WHO) defines disability as: ‘an umbrella term for impairments, activity limitations and participation restrictions. It denotes the negative aspects of the interaction between an individual (with a health condition) and that individual's contextual factors (environmental and personal factors)’, with environmental factors including assistance from other people, from equipment and from formal sources. WHO previously defined disability, in the context of health experience, as “any restriction or lack (resulting from impairment) of ability to perform an action in the manner or within the range considered normal for a human being” (World Health Organization, 1980, p. 28).

Details

International Views on Disability Measures: Moving Toward Comparative Measurement
Type: Book
ISBN: 978-1-84950-394-5

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Article
Publication date: 20 September 2019

Sema Kayapinar Kaya, Yasal Ozdemir and Murat Dal

The young population in Turkey is gradually increasing. Generation Y, which comprises the people born between 1980 and 1999 (Broadbridge et al., 2007) and free-spirited…

Abstract

Purpose

The young population in Turkey is gradually increasing. Generation Y, which comprises the people born between 1980 and 1999 (Broadbridge et al., 2007) and free-spirited and tech-savvy, forms a large part of the population of the world, especially Turkey, and is of great importance to the housing sector for their home-buying preferences. In this study, housing preferences of students in Turkey’s two socio-economically different universities were comparatively analysed through quantitative methods.

Design/methodology/approach

A survey was simultaneously distributed among students of two universities. The survey consists of six main factors: “reliability”, “economic opportunities”, “transportation opportunities”, “quality of life and social opportunities”, “quality standards”, and “technological opportunities”, with 25 statements. The questionnaire was developed through a comprehensive literature review and the opinions of university stakeholders.

Findings

Results showed that the structure of the family and socio-economic differences affect home-buying preferences. The Mann–Whitney U test indicated that there was a meaningful difference of opinion between students of two universities. Munzur University students paid attention to economic opportunities when buying a home. Additionally, there was a meaningful relationship among the age groups in factors of “having a parking place” (p =0.026) and “having a playground” (p =0.026). As the age increases, students desire a playground around their future home.

Research limitations/implications

The most important limitation of this study is the non-parametric data. Non-parametric data structure and the tests performed accordingly are less preferred than parametric data structure. For that reason, to what extent the results accurately represent Generation Y needs to be assessed through future study. Also, a certain number of sampling could be reached as purposive sampling was used.

Originality/value

This study contributes to the literature in terms of comparatively analysing buying preferences of Generation Y through statistical methods and showing the relationship between these preferences and socio-economic features statistically. Due to the insufficient quantitative research on the literature, this quantitative study was carried future home-buying preferences of Generation Y university students, who will also be actively involved in the housing market. The purpose of this study investigates marketing factors that affect housing preferences of students in Turkey.

Details

International Journal of Housing Markets and Analysis, vol. 13 no. 5
Type: Research Article
ISSN: 1753-8270

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