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Article
Publication date: 25 November 2019

Raphael Odoom, George Cudjoe Agbemabiese and Robert E. Hinson

Given that the peculiar nature of the internet has introduced new dimensions of service delivery as well as new dimensions of service failures and recovery, the purpose of this…

1135

Abstract

Purpose

Given that the peculiar nature of the internet has introduced new dimensions of service delivery as well as new dimensions of service failures and recovery, the purpose of this paper is to investigate and compare the relationships between recovery strategies and recovery satisfaction within offline and online settings.

Design/methodology/approach

Data for the empirical tests of our hypotheses were collected via offline and online (specifically Facebook and Twitter) samples of customers who have experienced some form of service failure and recovery measures from service providers within the past year.

Findings

The results indicate that recovery strategies largely influence recovery satisfaction among aggrieved customers. However, these are conditional and not invariant across the two settings. In the authors’ offline setting, in particular, apology did not show a statistically significant impact on recovery satisfaction, even though, along with compensation and explanation, this relationship was significant among the online sample.

Originality/value

The study offers practical implications for service managers within emerging economies on the various conditions where they can maximise their service recovery efforts (both offline and online) to generate optimum recovery satisfaction.

Details

Marketing Intelligence & Planning, vol. 38 no. 1
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 1 October 1983

WHEN ROBERT HERRICK, that weaver of lovely words, wrote that, it was Youth that Man was accused of squandering. Never before have we been so guilty of that crime than as we are…

Abstract

WHEN ROBERT HERRICK, that weaver of lovely words, wrote that, it was Youth that Man was accused of squandering. Never before have we been so guilty of that crime than as we are today.

Details

Work Study, vol. 32 no. 10
Type: Research Article
ISSN: 0043-8022

Article
Publication date: 1 February 1999

Robert Dahlstrom and Arne Nygaard

A substantial body of research employs agency theory and transaction costs analysis to explain ownership decisions in distribution channels. Agency theory identifies factors that…

1469

Abstract

A substantial body of research employs agency theory and transaction costs analysis to explain ownership decisions in distribution channels. Agency theory identifies factors that prompt firms to favor behavior‐based contracting over outcome‐based agreements. Transaction cost economics is a complementary framework which maintains that the organizational form in a location should be the one that economizes on production and transaction costs. Prior research illustrates that independent variables (e.g. proximity to highways, dedicated assets) outlined in these theories provide a partial explanation for ownership decisions. Nevertheless, scant research has analyzed whether factors outlined in agency theory and transaction cost analysis are employed by executives when making ownership decisions. The purpose of this study is to investigate managerial rationales underlying plural contractual networks.

Details

European Journal of Marketing, vol. 33 no. 1/2
Type: Research Article
ISSN: 0309-0566

Keywords

Open Access
Article
Publication date: 12 April 2018

Sebastian Drexel, Susanne Zimmermann-Janschitz and Robert J. Koester

A search and rescue incident is ultimately all about the location of the missing person; hence, geotechnical tools are critical in providing assistance to search planners. One…

1474

Abstract

Purpose

A search and rescue incident is ultimately all about the location of the missing person; hence, geotechnical tools are critical in providing assistance to search planners. One critical role of Geographic Information Systems (GISs) is to define the boundaries that define the search area. The literature mostly focuses on ring- and area-based methods but lacks a linear/network approach. The purpose of this paper is to present a novel network approach that will benefit search planners by saving time, requires less data layers and provides better results.

Design/methodology/approach

The paper compares two existing models (Ring Model, Travel Time Cost Surface Model (TTCSM)) against a new network model (Travel Time Network Model) by using a case study from a mountainous area in Austria. Newest data from the International Search and Rescue Incident Database are used for all three models. Advantages and disadvantages of each model are evaluated.

Findings

Network analyses offer a fruitful alternative to the Ring Model and the TTCSM for estimating search areas, especially for regions with comprehensive trail/road networks. Furthermore, only few basic data are needed for quick calculation.

Practical implications

The paper supports GIS network analyses for wildland search and rescue operations to raise the survival chances of missing persons due to optimizing search area estimation.

Originality/value

The paper demonstrates the value of the novel network approach, which requires fewer GIS layers and less time to generate a solution. Furthermore, the paper provides a comparison between all three potential models.

Details

International Journal of Emergency Services, vol. 7 no. 3
Type: Research Article
ISSN: 2047-0894

Keywords

Article
Publication date: 1 August 1960

SINCE the critical days immediately prior to the Second World War when Sir Robert Watson‐Watt and his team of research workers successfully applied the principles of…

Abstract

SINCE the critical days immediately prior to the Second World War when Sir Robert Watson‐Watt and his team of research workers successfully applied the principles of radiolocation, Britain has remained in the van of world development and production of radar for both military and civil purposes. The same statement might be applied generally to British endeavour in the wider field of aviation electronics and here, as many leaders within the industry have been quick to point out, is an export ideally suited to this country. The principal requirements for success with these types of products are not vast industrial resources and large quantities of raw materials but inventive genius and readily available capital to exploit new discoveries by rapid development and production. It is generally acknowledged that we have rich reserves of the former, and with generous Government backing for military projects in the past we have been able to keep pace with developments in other countries. However, there is now an indication that the Government intends to achieve short term economies in national expenditure by buying foreign products off the shelf for military applications instead of providing money for the development of suitable British electronic equipment.

Details

Aircraft Engineering and Aerospace Technology, vol. 32 no. 8
Type: Research Article
ISSN: 0002-2667

Article
Publication date: 1 January 1979

“All things are in a constant state of change”, said Heraclitus of Ephesus. The waters if a river are for ever changing yet the river endures. Every particle of matter is in…

Abstract

“All things are in a constant state of change”, said Heraclitus of Ephesus. The waters if a river are for ever changing yet the river endures. Every particle of matter is in continual movement. All death is birth in a new form, all birth the death of the previous form. The seasons come and go. The myth of our own John Barleycorn, buried in the ground, yet resurrected in the Spring, has close parallels with the fertility rites of Greece and the Near East such as those of Hyacinthas, Hylas, Adonis and Dionysus, of Osiris the Egyptian deity, and Mondamin the Red Indian maize‐god. Indeed, the ritual and myth of Attis, born of a virgin, killed and resurrected on the third day, undoubtedly had a strong influence on Christianity.

Details

Management Decision, vol. 17 no. 1
Type: Research Article
ISSN: 0025-1747

Case study
Publication date: 17 January 2018

Adam Robert Pah, Alanna Lazarowich and Charlotte Snyder

In the fall of 2014, Chad Kartchner, senior manager of marketing and product management at Honeywell Aerospace (HA), pondered how technology could transform the way aircraft were…

Abstract

In the fall of 2014, Chad Kartchner, senior manager of marketing and product management at Honeywell Aerospace (HA), pondered how technology could transform the way aircraft were maintained. He had heard a lot of buzz about cognitive analytics, an artificial intelligence term referring to the use of computer models and algorithms to simulate human thought through self-learning systems, data mining, pattern recognition, and natural language processing. The sheer volume of parts and the time-sensitive nature of repairs in the aviation industry made it complicated to identify problems and address them quickly.

Kartchner contemplated the options for updating HA's ground-based maintenance system. Should he emulate HA's state-of-the-art on-board system for an entire aircraft or try something new? Emulating the on-board system, which HA developed internally, would be an easy sell to leadership given internal buy-in and satisfaction with the on-board system, but he contemplated new approaches because he did not want to overlook rapidly emerging technologies. The latter could include crowdsourced features that leveraged the abundance of knowledge among HA's customers' technicians or a cognitive analytics approach. Even if he could persuade leadership to try a new cognitive analytics approach, should HA partner with an established entity or work with a relatively unproven startup who promised lower cost, better features, and quicker turnaround to develop a new system?

Students will step into the shoes of Kartchner as he leads the internal discussion on whether and how to tap into the benefits of cognitive analytic solutions for Honeywell Aerospace and its customers.

Details

Kellogg School of Management Cases, vol. no.
Type: Case Study
ISSN: 2474-6568
Published by: Kellogg School of Management

Keywords

Case study
Publication date: 20 January 2017

Robert F. Bruner and Katarina Paddack

In February 1994, the senior management team at Continental Cablevision received the final joint-venture agreement from Fintelco, a potential partner in Argentina. The tasks for…

Abstract

In February 1994, the senior management team at Continental Cablevision received the final joint-venture agreement from Fintelco, a potential partner in Argentina. The tasks for the student are to review the terms of the agreement, the outlook for the Argentine economy, and the corporate cultures at both companies to decide whether Continental should sign the agreement.

Case study
Publication date: 1 May 2009

Armand Armand Gilinsky and Raymond H. Lopez

In October 2004, Mr. Richard Sands, CEO of Constellation Brands, evaluated the potential purchase of The Robert Mondavi Corporation. Sands felt that Mondavi's wine beverage…

Abstract

In October 2004, Mr. Richard Sands, CEO of Constellation Brands, evaluated the potential purchase of The Robert Mondavi Corporation. Sands felt that Mondavi's wine beverage products would fit into the Constellation portfolio of alcohol beverage brands, and the opportunity to purchase Mondavi for a highly favorable price was quite possible due to recent management turmoil at that company. However, should it be purchased, strategic and operational changes would be necessary in order to fully achieve Mondavi's potential value. In making a decision, students need to consider the attractiveness of the wine industry, its changing structure, its share of the overall market for beverages, and rival firms' strategies. As rival bidders may emerge for Mondavi's brands, Constellation must offer a price that demonstrates its serious intent to acquire Mondavi.

Details

The CASE Journal, vol. 5 no. 2
Type: Case Study
ISSN: 1544-9106

Article
Publication date: 1 February 1974

Frances Neel Cheney

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 37203. Mrs. Cheney does not sell the books listed here. They are…

Abstract

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.

Details

Reference Services Review, vol. 2 no. 2
Type: Research Article
ISSN: 0090-7324

31 – 40 of over 11000