Search results

From the perspective of an image‐generating department to the perspective of profitability, the meat department possesses unsurpassed importance within the US grocery store. Surprisingly, the meat department is the subject of relatively little published research. Examines one aspect of the meat department ‐ customer use of the service meat counter vis‐à‐vis the self‐service meat counter. Results indicate that customers’ use of the service meat counter appears not to be a simplistic phenomenon. When used, the service meat counter appears to be viewed as a complement to the self‐service meat counter, not a replacement. The demographic factors examined did not appear to have the potential to serve as successful segmentation factors as far as use of the service meat counter is concerned.

The purpose of this paper is to investigate the expectations and evaluations of services provided by members of an ethnic minority using the lens of ethnic stereotypes. The authors also examine how ethnic service providers (ESPs) are evaluated by customers from the majority group vs the same ethnic group as the provider.

In Study 1, the authors measure the stereotypes about skills, abilities, and typical professions associated with different ethnic groups (i.e. Chinese, South Asians and white). The authors then measure the effect of these stereotypes on the performance expectations from ESPs in different professional services. In Study 2, the authors manipulate the service domain (stereotypical vs counter-stereotypical) and the level of service performance (good: above average performance vs mediocre: below average) of a Chinese ESP, and subsequently measure the evaluation of the ESP by the same ethnic group (Chinese) vs majority group (white) participants.

Performance expectations from ESPs closely match the stereotypes associated with the ethnic group. But the performance of an ESP (especially mediocre-level service) is evaluated differently by the same ethnic group vs majority group customers, depending upon the domain of service. A Chinese ESP providing mediocre service in a stereotypical domain (martial arts instructor) is evaluated more critically by same ethnic group (Chinese) participants as compared to white participants. In contrast, a Chinese ESP providing mediocre service in a counter-stereotypical domain (fitness instructor) is evaluated more favourably by same ethnic group (Chinese) participants as compared to white participants. There is no such difference when performance is good.

It is a common practice to employ ESPs to serve same ethnic group customers. While this strategy can be effective in a counter-stereotypical domain even if the ESP provides mediocre service, the findings suggest that this strategy can backfire when the performance is mediocre in a stereotypical service domain.

The results demonstrate the need for emphasizing outcome (vis-à-vis interaction) quality where ESPs are employed to serve same ethnic group customers in a stereotypical service setting. However, when an ESP is offering a counter-stereotypical service, the emphasis needs to be more on the interpersonal processes (vis-à-vis outcome). Firms can gain by taking this into account in their hiring and training practices.

Prior research has primarily used cultural distance to examine inter-cultural service encounters. The authors show that ethnic stereotypes pertaining to the skills and abilities of an ESP can affect evaluations beyond the role of cultural distance alone.

Fraud has a significant effect on society. It has been estimated to cost the UK economy more than £50bn annually. The Government have signalled their determination to tackle these losses through a range of preventative, enforcement and collaborative activities. Diminishing police resources allocated to fraud means that this activity will need to be delivered by both law enforcement and civilian counter fraud teams. This paper aims to establish whether UK central government organisations have the legal powers, skills and regulation needed to tackle fraud effectively.

This research was based upon a literature review, which included academic and other material, a semi-structured interview programme and a survey of counter fraud champions.

Empirical data suggested that the effectiveness of central government civilian counter fraud teams is hampered by a fragmented legal landscape and a lack of skills, and that further professionalisation and regulation is needed to protect professional standards and individual legal rights.

Postal survey had 50 per cent response rate – below gold standard of 70 per cent.

There are no practical implications, as this is a topical research area which is intended to inform counter fraud practice and development.

This research highlights limitations on the UK central government’s ability to tackle fraud. There is therefore a low risk that, when published, this research could inform those considering fraudulent actions.

This research was undertaken for a professional doctorate and has been sent to the Cabinet Office to inform their professionalisation programme. It filled a potential gap in the academic literature by looking at the perceived powers, skills and regulatory pressures in place within the UK central government and the extent of the current gap between current practice and the delivery of a fully professionalised service.

The purpose of this paper is to provide a library with useful information about selection criteria for an electronic resource assessment system and practical assistance on how to implement efficiently such a system.

The paper is based on literature review, desk research, and implementation experience.

The paper identifies a number of homegrown, open‐source, and commercial electronic resource assessment systems and discusses their selection criteria. Based on the implementation of 360 Counter, the paper details the efficient way to implement the system.

Collecting usage statistics is very important to make informed and well‐rounded collection decisions. Libraries are seeking suitable measuring tools to meet their needs. This paper reviews several electronic resource assessment systems, discusses the selection criteria and implementation process of 360 Counter, and detailed learned lessons as well. Future directions for usage statistics are also explored. It is believed that the deployment experience should be instructive when carrying out similar projects.

This study aims to follow the gradual transformation of consumer mobility in mid-20th-century Sweden in connection with the introduction of self-service retailing.

The paper is based on an analysis of the magazine ICA-Tidningen, published by the major Swedish retailer ICA, for the period from 1941 to 1970.

The paper describes the transformation of consumer mobility as a set of interrelated changes that involved both retailers and consumers, the interrelationship between modes of transport and container technologies and how self-service not only transformed the interior of retail stores but also had more far-reaching implications.

When attempting to understand the reconfiguration of shopping practices in the 20th century, there is a tendency to focus on large infrastructural changes. These studies tend to overlook gradual, mundane and everyday translations. This paper contributes methodological tools and analyses that account for such mundane transformations.

In recent years, speedy development of Taiwan’s hotel industry intensifies market competition, customers’ demands on hotel services quality also increase with the increase of their consumption consciousness, and their demands on hotel types diversify, therefore hotel industry should concern on their unique management services quality brought by their different hotel types. The current designed service system or service transmission process may fail to meet customers’ demands owing to emphasizing degree gap in service quality. What is worse, it is difficult for hotel industry to actualize complete customer segregation and to provide customized services, therefore comprehensive understanding of customers’ demands on the service quality of different types hotels would contribute to operating management improvement of Taiwan hotel industry. This paper divides Taiwan hotels into three types: international tourism commercial type, holiday type and motel, the general hotels. It studies the emphasize degree gap in service quality between the industry and the customers. Data analysis shows that service quality gap (perceived gap) of hotels of different types exists in several quality aspects; what’s more, the perceived gaps, service quality aspects, and its items of different types of hotel are also different. After an integrated analysis, this paper puts forward a general and customer‐oriented quality item suitable for hotel industry to shorten the perceived gap of service quality, so that the hotel industry could design a service system and service transfer system, which could meet most lodging customers’ demands in the context of pluralized customer sources.

In response to changing pedagogical theory and practice in higher education, library designers have created innovative library learning spaces that support informal learning outside the classroom. Libraries can be justly proud of their new collaborative learning spaces that support interaction and discussion; social spaces that foster engagement and learning; as well as quiet places for independent study. Less attention has been paid to the relationship between library spaces and frontline services and the way in which learning theory might inform the service experience. The purpose of this paper is to investigate the way in which a large academic library responded to this challenge.

Using a case study approach informed by theoretical analysis, the paper outlines the decision-making process underlying the reformulation of frontline library service. The study explains why decisions were taken leading to the development of a distinctive and collaborative service model and how they were put into practice. The case study employs a narrative approach that is deliberately rich in description to assist readers in understanding the context of this complex process.

Informed by the principles of social constructivist pedagogy and modern learning space design, the paper poses an alternative and more collaborative model for delivering frontline service that is more consistent with learning theory.

Through the reformulation of a traditional frontline service model, this case study engages with a topic of interest to many academic libraries, contributing to the literature of library practice and encouraging re-conceptualisation of space, design and service.

Investigates pricing behaviour in the retail grocery industry, analysing pricing at the micro level of a London submarket. Looks at the extent and effect of recommended resale prices on grocery items. Compares the average expenditure between stores on a given set of items. Examines differences in pricing between counter‐service and self‐service outlets and also the pattern of special offers. Suggests that there must be a move towards prevention of an oligopoly situation in order to market efficiently.

The purpose of this paper is to examine the role of situation normality cues (online attributes of the e‐banking web site) and structural assurance cues (size and reputation of the bank, and quality of traditional service at the branch) in a consumer's evaluation of the trustworthiness of e‐banking and subsequent adoption behaviour.

Data were collected from a survey and a usable sample of 202 was obtained. Hierarchical moderated regression analysis was used to test the model.

Traditional service quality builds customer trust in the e‐banking service. The size and reputation of the bank were found to provide structural assurance to the customer but not in the absence of traditional service quality. Web site features that give customers confidence are significant situation normality cues.

Bank managers have to realise that good service at the branch is a necessary condition for the promotion of e‐banking. They cannot rely on bank size and reputation to “sell” e‐banking.

This is the first study that examines how traditional service quality and a bank's size and reputation influences trust in e‐banking.

The purposes of this paper are: to explore the nature of indirect social learning that takes place “backstage” among frontline contact persons; and the link between backstage learning and front‐stage performance.

The paper presents a conceptual framework that is then applied in an empirical study using ethnographic research techniques (participant observation, informal conversations, and interviews) among car salespersons and car‐service advisors.

The study finds that backstage learning has a significant qualitative influence on the front‐stage behaviour of personnel in a service context. Moreover, a key finding of the study is that backstage learning is not always of a constructive kind; indeed, backstage learning can be non‐constructive by engendering thinking and behaviour that has an adverse effect on service culture and service quality.

The study shows that interactions among frontline contact persons should be encouraged through informal gatherings where social bonds among individuals can be formed. However, managers also need to be aware of the potential for adverse effects from a non‐constructive social‐learning process.

This study contributes to the service‐management literature by developing a social perspective on learning within service management. Moreover, the paper develops the “drama metaphor” in service performances in terms of backstage activities and processes.