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Open Access
Article
Publication date: 18 October 2018

Vincent M. Thielemann, Michael C. Ottenbacher and Robert James Harrington

The purpose of this paper is to identify the antecedents of perceived customer value, such as the perceived quality and perceived sacrifices, and the effects on customer…

11807

Abstract

Purpose

The purpose of this paper is to identify the antecedents of perceived customer value, such as the perceived quality and perceived sacrifices, and the effects on customer satisfaction and customer loyalty (CL) in the restaurant industry.

Design/methodology/approach

Based on an extensive literature review, a research model and questionnaire were designed. To assess the hypothesised relationships, data were collected in a field survey. Partial least squares regression (a variance-based regression analysis of SEM) was selected to analyse the relationships within the research model.

Findings

The findings of this study indicate that the perceived monetary sacrifice (PMS) and perceived service quality were found to be antecedents of perceived value (PV), whereas PMS was the major precursor of PV. Further, PV was found to have a substantial influence on customer satisfaction and CL.

Originality/value

The study provides a better understanding of the price–value–satisfaction–loyalty relationships in the restaurant context in a more holistic sense and recommendations to move this research stream forward.

Details

International Hospitality Review, vol. 32 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Open Access
Article
Publication date: 4 October 2019

Michael C. Ottenbacher, Graciela Kuechle, Robert James Harrington and Woo-Hyuk Kim

The purpose of this paper is to investigate the effect of consumer sustainability attitudes and quick service restaurants (QSRs) practices along with the willingness of consumers…

6356

Abstract

Purpose

The purpose of this paper is to investigate the effect of consumer sustainability attitudes and quick service restaurants (QSRs) practices along with the willingness of consumers to pay a premium for sustainability efforts.

Design/methodology/approach

A random sample of QSR customers in Germany resulted in 428 completed surveys. First, common factor analysis was conducted to assess the summated scales related to the sustainable behavior of customers, the importance attached by them to the different dimensions of sustainability and the extent to which customers perceive that QSR implement such practices. Second, the effect of these summated scales on the willingness to pay a premium (WTPP) for sustainability practices were assessed by means of a logistic regression.

Findings

The findings indicated that WTPP for sustainability efforts is primarily driven by internal beliefs and behaviors of consumers themselves rather than actions by QSR firms. Furthermore, when comparing five major QSRs, QSR brands did not appear to create a strong point of differentiation in their sustainability practices in the minds of frequent QSR consumers in the context of this study.

Practical implications

Implications of these results suggest that a growing number of consumers place high importance on sustainability and engage in personal sustainability practices that impact behaviors such as QSR selection and a WTPP for QSR brands and products that are perceived as implementing sustainable practices.

Originality/value

This paper addresses a gap by assessing drivers of willingness of QSR customers to pay a premium for sustainable practices and if QSR brands sustainability practices differ in the minds of consumers.

Details

International Hospitality Review, vol. 33 no. 2
Type: Research Article
ISSN: 2516-8142

Keywords

Open Access
Article
Publication date: 6 October 2023

Michael Ottenbacher, Simone Busam, Robert James Harrington and Joachim Allhoff

This study aims to examine the factors of the vegan lifestyle on the travel experience. Special emphasis was placed on difficulties during travel and influencing factors for…

Abstract

Purpose

This study aims to examine the factors of the vegan lifestyle on the travel experience. Special emphasis was placed on difficulties during travel and influencing factors for destination choice.

Design/methodology/approach

The vegan lifestyle has emerged as a growing market. The dietary reference is well-known, but the impact of the vegan lifestyle on tourism has received less attention. Earlier researchers have cited motivations of ethics, the environment and health as key. An online survey was conducted within the target group of vegans to provide more understanding of vegan tourism.

Findings

A few participants stated that they refused to visit countries due to too high meat consumption or due to long flight distances. Nature was named as the most decisive factor for choosing a travel destination among the respondents. Problems that might arise were mainly the general lack of awareness about veganism, as well as the confusion between vegetarianism and veganism in the destinations. Most respondents indicated that these problems were generally prepared for during the pre-planning process.

Research limitations/implications

Research on vegan tourism is a relatively unexplored niche topic, the study used related topics adapted to a vegan tourism context.

Practical implications

Enhanced education about veganism among tourism service providers would be desirable to counteract such problems in the future and make the travel experience more carefree for vegans.

Originality/value

There has been little research in the field of vegan tourism, thus, this study provides valuable information on the needs and challenges of this growing market.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

Open Access
Article
Publication date: 16 August 2019

Rosemary J. Hollick, Alison J. Black, David M. Reid and Lorna McKee

Using a complexity-informed approach, we aim to understand why introduction of a mobile service delivery model for osteoporosis across diverse organisational and country contexts…

2020

Abstract

Purpose

Using a complexity-informed approach, we aim to understand why introduction of a mobile service delivery model for osteoporosis across diverse organisational and country contexts in the UK National Health Service (NHS) met with variable success.

Design/methodology/approach

Six comparative case studies; three prospectively in Scotland using an action research-informed approach; and three retrospectively in England with variable degrees of success. The Non-adoption, Abandonment, Scale-up, Spread and Sustainability framework explored interactions between multi-level contextual factors and their influence on efforts to introduce and sustain services.

Findings

Cross-boundary service development was a continuous process of adaptation and evolution in rapidly shifting healthcare context. Whilst the outer healthcare policy context differed significantly across cases, inner contextual features predominated in shaping the success or otherwise of service innovations. Technical and logistical issues, organisational resources, patient and staff actions combined in unpredictable ways to shape the lifecycle of service change. Patient and staff thoughts about place and access to services actively shaped service development. The use of tacit “soft intelligence” and a sense of “chronic unease” emerged as important in successfully navigating around awkward people and places.

Practical implications

“Chronic unease” and “soft intelligence” can be used to help individuals and organisations “tame” complexity, identify hidden threats and opportunities to achieving change in a particular context, and anticipate how these may change over time. Understanding how patients think and feel about where, when and how care is delivered provides unique insights into previously unseen aspects of context, and can usefully inform development and sustainability of patient-centred healthcare services.

Originality/value

This study has uniquely traced the fortunes of a single service innovation across diverse organisational and country contexts. Novel application of the NASSS framework enabled comparative analysis across real-time service change and historical failures. This study also adds to theories of context and complexity by surfacing the neglected role of patients in shaping healthcare context.

Details

Journal of Health Organization and Management, vol. 33 no. 7/8
Type: Research Article
ISSN: 1477-7266

Keywords

Open Access
Article
Publication date: 31 December 2007

Myoung-Kang Heo, Yong Jin Kim and Min-Sung Kim

The studies focusing on inbound logistics in the automobile industry have been limited because of the relatively small portion of logistics cost. But now it is recognized as one…

Abstract

The studies focusing on inbound logistics in the automobile industry have been limited because of the relatively small portion of logistics cost. But now it is recognized as one of the critical factors for efficient execution of supply chain management (SCM). The survey of suppliers in the automobile industry conducted in this study indicated significant relationships among logistics performance, logistics outsourcing, and performance evaluation level. This research is three-fold. First, current status of part supplier's logistics was analyzed by interviews with inbound logistics providers and suppliers. Second, management type of logistics was analyzed. There were three kinds of logistics -two kinds of logistics outsourcing and direct control by the supplier. Each type of logistics management showed differences about performance. Third, logistics performance evaluation and its relation with the actual logistics performance were presented. Comparable performance evaluation factors were selected, and it is shown that they had a correlation with actual performance.

Details

Journal of International Logistics and Trade, vol. 5 no. 2
Type: Research Article
ISSN: 1738-2122

Keywords

Open Access
Article
Publication date: 4 April 2016

Ann-Louise Holten, Gregory Robert Hancock, Roger Persson, Åse Marie Hansen and Annie Høgh

The purpose of this paper is to investigate whether and how knowledge hoarding, functions as antecedent and consequent of work related negative acts, as a measure of bullying. The…

8328

Abstract

Purpose

The purpose of this paper is to investigate whether and how knowledge hoarding, functions as antecedent and consequent of work related negative acts, as a measure of bullying. The authors investigate the relation as mediated by trust and justice.

Design/methodology/approach

Data stem from a longitudinal study in which questionnaire responses were collected twice from 1,650 employees in 52 workplaces. Structural equation modelling was used to analyse the two models. Design-based corrections were made to accommodate the multi-level structure of data.

Findings

The analyses showed that knowledge hoarding was both an antecedent and a consequent of negative acts. First, over time, knowledge hoarding was indirectly related to negative acts mediated by trust and justice. Second, negative acts were both directly and indirectly related to knowledge hoarding over time. The study thus points to the existence of a vicious circle of negative acts, psychological states of trust and justice, and knowledge hoarding behaviours, which presumably will affect both individual and organizational outcomes negatively.

Research limitations/implications

The use of already collected, self-report data, single-item measures, and the two-year time lag could pose potential limitations to the study.

Practical implications

Preventive and repair actions could potentially impact both negative acts and knowledge hoarding by focusing on increasing the social exchange quality at work unit level.

Originality/value

This paper combines two strands of research, that of bullying at work and that of knowledge management, within which research on knowledge hoarding has been an under-researched area.

Details

Journal of Knowledge Management, vol. 20 no. 2
Type: Research Article
ISSN: 1367-3270

Keywords

Open Access
Article
Publication date: 23 August 2020

Margaret Hodgins, Sarah MacCurtain and Patricia Mannix-McNamara

Bullying affects at least one-third of the workers through either direct exposure or witnessing, both of which lead to compromised health, and as a result, reduced organizational…

13777

Abstract

Purpose

Bullying affects at least one-third of the workers through either direct exposure or witnessing, both of which lead to compromised health, and as a result, reduced organizational effectiveness or productivity. However, there is very little evidence that organisations provide effective protection from bullying, and in fact, the converse appears to the case. The purpose of this paper to explore the role of both individual and organisational power in the creation and maintenance of the problem. Such an approach moves away from the specific practice of identifying “bullying” that typically engages targets and perpetrators in a dance that is really just around the edges (Sullivan, 2008) of a larger problem; a culture that permits the abuse of power and ill-treatment of workers, in both practices and through organisational politics.

Design/methodology/approach

This paper elucidates key problems with organisational response as identified in the literature and critically examines weak organisational response to workplace bullying using the power theory, arguing that while overt approaches to addressing bullying appear to be underpinned by a simplistic, functionalist understanding of power, practices on the ground are better explained by more sophisticated “second-dimension” theorists.

Findings

There is a need for organisations to move beyond the current individualistic understanding of bullying towards a more nuanced understanding of how anti-bullying policies and procedures are themselves an exercise in institutional power protecting and reinforcing dominant power structures.

Research limitations/implications

The literature from which this paper is drawn is limited to studies published in English.

Practical implications

The authors advocate a realistic assessment of the role of both individual and organisational power in the creation and maintenance of workplace bullying, as a way forward to plan appropriate intervention.

Social implications

Workplace bullying is problematic for organisations at several levels, and therefore for society.

Originality/value

That power is relevant to workplace bullying has been apparent since the work of Brodsky in 1976 and Einarsen's early work, this paper builds on a the more nuanced work of McKay (2014), D'Cruz and Noronha (2009), Liefooghe and MacDavey's (2010) and Hutchinson et al. (2010), exploring the organisational response to the raising of bullying issues by individual employees as an exercise of power.

Details

International Journal of Workplace Health Management, vol. 13 no. 3
Type: Research Article
ISSN: 1753-8351

Keywords

Open Access
Article
Publication date: 11 August 2023

Robin Edelbroek, Pascale Peters and Robert J. Blomme

This study aims to contribute to the open innovation (OI) literature by investigating the transitions between three phases in the OI process (i.e. idea generation, idea promotion…

Abstract

Purpose

This study aims to contribute to the open innovation (OI) literature by investigating the transitions between three phases in the OI process (i.e. idea generation, idea promotion and idea realization) and how these are moderated by different forms of shared leadership (i.e. transactional, and transformational) as perceived by participants in the OI process.

Design/methodology/approach

The authors tested a set of hypotheses using moderated mediation PLS-SEM models on a bootstrapped sample of OI participants (N = 173).

Findings

The authors found a direct relationship between idea generation and realization, as well as indirectly through idea promotion. This study implies that the promotion of ideas by participants can be beneficial in inter-organizational OI teams, as promotion of ideas provides a linkage between the generation of ideas and the idea realization phase. However, while shared leadership has been shown to be beneficial in conventional teams, the authors found evidence that this may not be the case in inter-organizational OI teams. Higher levels of shared transformational leadership from colleagues with whom employees do not share the same organizational background may hamper the promotion of ideas.

Originality/value

In contrast to the mainstream view, the authors found significant evidence that transformational shared leadership negatively moderates the direct relationship between idea generation and the promotion of ideas and the indirect relationship between idea generation and realization via idea promotion.

Details

European Journal of Management Studies, vol. 28 no. 2
Type: Research Article
ISSN: 2183-4172

Keywords

Open Access
Article
Publication date: 17 March 2020

Gregory Maniatopoulos, David J. Hunter, Jonathan Erskine and Bob Hudson

Following publication of a new vision for the English National Health Service (NHS) in 2014, known as the NHS Five-Year Forward View, a Vanguard programme was introduced by NHS…

5617

Abstract

Purpose

Following publication of a new vision for the English National Health Service (NHS) in 2014, known as the NHS Five-Year Forward View, a Vanguard programme was introduced by NHS England charged with the task of designing and delivering a range of new care models (NCMs) aimed at tackling deep-seated problems of a type facing all health systems to a greater or lesser degree. Drawing upon recent theoretical developments on the multilevel nature of context, we explore factors shaping the implementation of five NCM initiatives in the North East of England.

Design/methodology/approach

Data collection was based on semi-structured interviews (66 in total) between December 2016 and May 2017 with key informants at each site and a detailed review of Trusts' internal documents and policies related to the implementation of each NCM. Our analysis explores factors shaping the implementation of five NCM pilot sites as they touched on the multiple levels of context ranging from the macro policy level to the micro-level setting of workforce redesign.

Findings

It is far too early to conclude with any confidence that a successful outcome for the NCM programme will be forthcoming although the NHS Long-Term Plan seeks to build on the earlier vision set out in the Five-Year Forward View. Early indications show some signs of promise, especially where there is evidence of the ground having been prepared and changes already being put in place prior to the official launch of NCM initiatives. At the same time our findings demonstrate that all five pilot sites experienced, and were subject to, unrealistic pressure placed upon them to deliver outcomes.

Originality/value

Our findings demonstrate the need for a deeper understanding of the multilevel nature of context by exploring factors shaping the implementation of five NCMs in the North East of England. Exploring the wider national policy context is desirable as well as understanding the perceptions of front-line staff and service users in order to establish the degree of alignment or, conversely, to identify where policy and practice are at risk of pushing and pulling against each other.

Details

Journal of Health Organization and Management, vol. 34 no. 3
Type: Research Article
ISSN: 1477-7266

Keywords

Open Access
Article
Publication date: 19 May 2020

Robin Mann, Dotun Adebanjo, Ahmed Abbas, Zeyad Mohammad El Kahlout, Ahmad Abdullah Al Nuseirat and Hazza Khalfan Al Neaimi

This paper aims to investigate the mechanisms for managing coordinated benchmarking projects and the outcomes achieved from such coordination. While there have been many…

2027

Abstract

Purpose

This paper aims to investigate the mechanisms for managing coordinated benchmarking projects and the outcomes achieved from such coordination. While there have been many independent benchmarking studies comparing the practices and performance of public sector organisations, there has been little research on initiatives that involve coordinating multiple benchmarking projects within public sector organisations or report on the practices implemented and results from benchmarking projects. This research will be of interest to centralised authorities wishing to encourage and assist multiple organisations in undertaking benchmarking projects.

Design/methodology/approach

The study adopts a case study methodology. Data were collected on the coordinating mechanisms and the experiences of the individual organisations over a one-year period.

Findings

The findings show successful results (financial and non-financial) across all 13 benchmarking projects, thus indicating the success of a coordinated approach to managing multiple projects. The study concluded by recommending a six-stage process for coordinating multiple benchmarking projects.

Originality/value

This research gives new insights into the application and benefits from benchmarking because of the open access the research team had to the “Dubai We Learn” initiative. To the authors’ knowledge the research was unique in being able to report accurately on the outcome of 13 benchmarking projects with all projects using the TRADE benchmarking methodology.

Details

International Journal of Excellence in Government, vol. 2 no. 1
Type: Research Article
ISSN: 2516-4384

Keywords

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