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1 – 10 of over 35000Gita Mathur, Kam Jugdev and Tak Shing Fung
To explore the role of intangible project management assets in achievement of competitive advantage from the project management process through it being valuable, rare…
Abstract
Purpose
To explore the role of intangible project management assets in achievement of competitive advantage from the project management process through it being valuable, rare, inimitable, and having organizational support.
Design/methodology/approach
Data were collected on tangible and intangible project management process assets and competitive characteristics of the project management process using an online survey of North American Project Management Institute™ members. Three key tangible asset factors, one intangible asset factor, and three competitive characteristics were identified using exploratory factor analysis. The relationship between these project management assets and project management process characteristics are examined using multivariate analysis.
Findings
Intangible project management assets are found to be a source of competitive advantage, directly and through a mediating role in the relationship between tangible project management assets and the competitive characteristics of the project management process.
Practical implications
This study highlights the importance of developing intangible project management assets, in addition to investment in tangible project management assets, to achieve competitive advantage from the process.
Research limitations/implications
This was an exploratory study. The authors expect to further develop the instrument, refine the model and constructs, and test it with a larger sample.
Originality/value
Few papers have used the Resource Based View lens and applied it to project management. This paper contributes to the literature on the Resource Based View of the firm and to an improved understanding of project management as a source of competitive advantage.
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Although numerous articles emphasize the importance of the servicescape (the physical facilities of a service company), the effect of the servicescape on quality perception has…
Abstract
Purpose
Although numerous articles emphasize the importance of the servicescape (the physical facilities of a service company), the effect of the servicescape on quality perception has been inadequately captured by previous empirical research. The purpose of this paper is to examine the impact of the servicescape on perceived quality in a more comprehensive way.
Design/methodology/approach
The article proposes a new model for assessing the effects of the servicescape on quality perception based on SERVQUAL. The model considers the special role of the servicescape (or what is called “tangibles” in SERVQUAL) by taking into account that the servicescape elements act as search qualities, while the other SERVQUAL dimensions represent experience or credence qualities. In doing so, the model captures direct and indirect influences of the servicescape. Additionally, a more comprehensive scale for the servicescape is suggested, which exceeds the mostly tangible aspects of the physical environment covered in the SERVQUAL scale. The model is tested in a population survey in two service industries (retail banking and restaurants).
Findings
The results show that the servicescape plays a greater role than was supposed in most previous studies. The servicescape is not only a cue for the expected service quality, but also influences customers' evaluations of other factors determining perceived service quality. Thus, the servicescape has a direct and an indirect effect on perceived service quality, which leads the servicescape to have a high overall effect. The results also show that the servicescape is of greater importance in determining customers' evaluations of the expected service quality in a hedonic service compared to a utilitarian service.
Research implications/limitations
Since the results of the study refer to two specific industries, the empirical results should be used with care. Thus, it would be conceivable that the influence of the servicescape might be larger even in utilitarian services if the customer spends an extended period in a facility. It is also worthwhile to consider the price paid for the service and consumer perceptions of quality relative to the price paid in future research. Further shortcomings of the study result from problems in examining the measurement models. Clearly, more effort is needed to develop a comprehensive measurement tool for assessing the service quality as well as the servicescape. Since the present study was primarily aligned with the general question about the meaning of the servicescape, the results obtained do not allow concrete managerial implications for the use of different servicescape elements. There is a need for further research examining the effect of single aspects as well as the entire servicescape.
Practical implications
Service providers should give careful consideration to their servicescape. In accordance with findings from environmental psychology, the servicescape may not remain limited to tangible elements, but must also consider ambient components such as odours and background music.
Originality/value
This paper provides a better assessment of the meaning of the servicescape from previous approaches. The servicescape is shown to be of greater importance for the perceived service quality than has been assumed.
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Lifu Li and Kyeong Kang
The purpose of this study is to present the relationship between family support factors and Chinese college students’ online-startup thinking on live streaming platforms…
Abstract
Purpose
The purpose of this study is to present the relationship between family support factors and Chinese college students’ online-startup thinking on live streaming platforms. Considering China's specific online entrepreneurial environment, this paper divides Chinese college students’ online-startup thinking according to the liberal–conservative thinking theory. This study classifies family support factors based on the tangible–intangible resource division theory. Different tangible and intangible factors have different impacts on their online-startup thinking.
Design/methodology/approach
This study tests 588 samples based on the partial least squares path modelling and variance-based structural equation modelling. This study promotes importance-performance map analysis to explore additional findings of influencing factors and provide suitable suggestions for Chinese college students and related departments.
Findings
Tangible family support factors, such as labour resources support, and intangible family support factors, such as verbal encouragement, can positively enhance Chinese college students’ liberal thinking to online-startup and decrease their conservative thinking. Meanwhile, according to importance-performance map analysis results, verbal encouragement from the intangible unit instead of financial resource support from the tangible unit has a higher total effect and performance on Chinese college students’ liberal thinking and conservative thinking.
Originality/value
This study draws on psychology research based on Chinese college students’ unique entrepreneurial mentality. This paper divides Chinese college students’ thinking in online-startups into liberal thinking and conservative thinking based on the liberal–conservative thinking theory. Meanwhile, according to the feature of Chinese family support factors, this paper classifies various elements based on the tangible–intangible resource division theory, which is helpful for scholars to understand that the student perceptions of the value of family support are critical to the success of the online-startup.
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Apeesada Sompolgrunk, Saeed Banihashemi, M. Reza Hosseini, Hamed Golzad and Aso Hajirasouli
The business benefits envisaged for BIM represent the main criteria for decision-making about BIM implementation – or shy away from BIM. Despite the significance, traditional…
Abstract
Purpose
The business benefits envisaged for BIM represent the main criteria for decision-making about BIM implementation – or shy away from BIM. Despite the significance, traditional evaluation techniques have difficulty to capture “the true value” of BIM from multiple levels and dimensions – as an effective evaluation method is supposed to. This study aims to identify the significant factors that affect BIM return on investment (ROI), develop an integrated model for companies and examine the influence of intangible returning factors of BIM on the rate of BIM implementation.
Design/methodology/approach
A cluster sampling technique was used; 92 questionnaires completed by Australian architecture, engineering and construction small- and medium-sized enterprises (SMEs) provided the basis to identify and analyse the key measurable returning factors, value drivers and strategic benefits associated with BIM ROI.
Findings
Applying the PLS-SEM technique, findings reveal that a lack of reliable quantification methods for the ROI factors associated with BIM significantly affects the organisation's commitments to implement BIM. In essence, the failure to adequately identify and assess these benefits could result in the system not being appropriately implemented and supported by executive sponsors, who give priority to hard and tangible ROI measurements.
Practical implications
The outcome of this study would be of direct appeal to policymakers, industry professionals and the academic community alike, in providing data-informed insight into the intersection between the implementation of BIM and the concept of ROI. Findings would provide a springboard for further research into using ROI factors to increase BIM implementation. Though the findings are directly applicable and contextualised for Australia, they provide lessons and offer a blueprint for similar studies in other countries and settings. That is, regardless of the context, findings raise awareness and provide a point of reference for the quantification of intangible returning factors rather than the tangible returning factors, as one of the first studies in its kind.
Originality/value
The study provides original insight in drawing attention to an untapped area for research in BIM implementation, namely BIM ROI. Apart from raising awareness around BIM ROI, the study is novel in providing a quantified model that establishes the links and level of impacts of various factors associated with BIM ROI. Findings of this study, particularly add value to the body of knowledge related to the business implications associated with BIM implementation in the context of Australian SMEs, while providing lessons for other countries and settings.
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Jorge Armando López-Lemus, María Teresa De la Garza Carranza, Quetzalli Atlatenco Ibarra and José Guadalupe López-Lemus
The objective of this research is to know the degree of influence that strategic planning (SP) exerts on the tangible and intangible results of business microenterprises in the…
Abstract
Purpose
The objective of this research is to know the degree of influence that strategic planning (SP) exerts on the tangible and intangible results of business microenterprises in the state of Guanajuato, Mexico.
Design/methodology/approach
The methodological design was quantitative, explanatory, observational and cross-sectional, where a sample of 407 young leaders of microenterprises from the state of Guanajuato, Mexico, was obtained. To evaluate hypotheses, a structural equation model (SEM) was developed. Regarding the goodness and adjustment indices of the SEM, they were absolutely acceptable.
Findings
The results obtained through Pearson’s correlation show that there is a positive and significant relationship between SP and the tangible and intangible results of microenterprises. In addition, through the results obtained with the SEM model, it is statistically demonstrated that SP positively and significantly influences the tangible and intangible results of microenterprises in the state of Guanajuato, Mexico.
Research limitations/implications
In this research, only SP was valued as a variable that intervenes in the process of achieving tangible and intangible results to achieve the business objectives of entrepreneurial microenterprises in the state of Guanajuato. It is essential to point out that other variables that intervene in the process must be considered to generate tangible and intangible results. It is recommended to carry out further research under these variables to identify strategies for improving entrepreneurial microenterprises for their growth, sustainability and rapid positioning in a highly competitive market.
Practical implications
SP represents one of the tools to achieve the success of microenterprises through tangible and intangible results. However, microenterprises show a need to involve the use and application of SP to define clear indicators that contribute to obtaining satisfactory tangible and intangible results.
Originality/value
The findings are relevant and of great value, because there is currently not enough research that focuses on the variables analyzed, in this sense, SP and the tangible and intangible results of young entrepreneurial leaders of microenterprises in the Mexican context. The limitations of this study lie in the low participation and interest of young microenterprise entrepreneurs in the state of Guanajuato, Mexico.
Propósito
El objetivo de esta investigación es conocer el grado de influencia que ejerce la planificación estratégica sobre los resultados tangibles e intangibles de las microempresas empresariales en el estado de Guanajuato, México.
Diseño y Metodología
El diseño metodológico fue cuantitativo, explicativo, observacional y transversal, donde se obtuvo una muestra de 407 jóvenes líderes de microempresas del estado de Guanajuato, México. Para evaluar hipótesis, se desarrolló un modelo de ecuación estructural (SEM). En cuanto a los índices de bondad y ajuste del SEM resultaron absolutamente aceptables.
Resultados
Los resultados obtenidos mediante la correlación de Pearson muestran que existe una relación positiva y significativa entre la planificación estratégica y los resultados tangibles e intangibles de las microempresas. Además, a través de los resultados obtenidos a través del modelo SEM, se demuestra estadísticamente que la planificación estratégica influye positiva y significativamente en los resultados tangibles e intangibles de las microempresas del estado. de Guanajuato, México.
Implicaciones Prácticas
La planeación estratégica representa una de las herramientas para lograr el éxito de las microempresas a través de los resultados tangibles e intangibles. Sin embargo, las microempresas muestran necesidad en el involucramiento del uso y aplicación de la planeación estratégica para la definición de indicadores claros que contribuyan a obtener resultados tangibles e intangibles satisfactorios. En base a lo anterior, resulta ser motivante para los académicos, empresarios y legisladores para motivar el uso de la planificación estratégica en las microempresas debido a las bondades que atrae en garantizar el éxito de la microempresa como lo ha sugerido el Instituto del fracaso, así como también el Desarrollo de la Competitividad Empresarial. Asimismo, la planeación estratégica identifica y analiza los factores relevantes que pueden servir como apoyo a las microempresas así como a los diferentes modelos de emprendimiento que se desarrollan a través de la literatura, ofreciendo una alternativa en el enfoque de su estudio, mismos que se van ajustando a las nuevas tendencias que van surgiendo desde ámbitos nacionales como internacionales, y en particular, en el estado de Guanajuato (México) que representa uno de los estados importantes debido a su actividad económica en los sectores de agroindustria, manufactura (especialmente automotriz) y de servicios del país.
Originalidad/Valor
Los hallazgos son relevantes y de gran valor, pues actualmente no existe suficiente investigación que se enfoque en las variables analizadas, en este sentido, la planificación estratégica y los resultados tangibles e intangibles de jóvenes líderes emprendedores de microempresas en el contexto mexicano. Las limitaciones de este estudio radican en la baja participación e interés de los jóvenes emprendedores de microempresas del estado de Guanajuato. México
Resumo
Objetivo
o objetivo desta pesquisa é conhecer o grau de influência que o planejamento estratégico exerce sobre os resultados tangíveis e intangíveis das microempresas empresariais do estado de Guanajuato, México.
Desenho e Metodologia
O desenho metodológico foi quantitativo, explicativo, observacional e transversal, onde foi obtida uma amostra de 407 jovens líderes de microempresas do estado de Guanajuato, México. Para avaliar as hipóteses, foi desenvolvido um modelo de equações estruturais (SEM). Com relação aos índices de bondade e ajuste do SEM, eles foram absolutamente aceitáveis.
Resultados
Os resultados obtidos por meio da correlação de Pearson mostram que existe uma relação positiva e significativa entre o planejamento estratégico e os resultados tangíveis e intangíveis das microempresas. Além disso, pelos resultados obtidos por meio do modelo SEM, é estatisticamente demonstrado que o planejamento estratégico influencia positiva e significativamente os resultados tangíveis e intangíveis das microempresas no estado. de Guanajuato, México.
Implicações práticas
O planejamento estratégico representa uma das ferramentas para alcançar o sucesso das microempresas por meio de resultados tangíveis e intangíveis. No entanto, as microempresas mostram a necessidade de envolver o uso e a aplicação do planejamento estratégico para definir indicadores claros que contribuam para a obtenção de resultados tangíveis e intangíveis satisfatórios. Com base no exposto, acaba sendo motivador para acadêmicos, empresários e legisladores motivar a utilização do planejamento estratégico nas microempresas pelos benefícios que atrai para garantir o sucesso da microempresa sugeridos pelo Instituto do Fracasso, também bem como o Desenvolvimento da Competitividade Empresarial. Da mesma forma, o planejamento estratégico identifica e analisa os fatores relevantes que podem servir de suporte às microempresas, bem como os diferentes modelos de empreendedorismo que se desenvolvem na literatura, oferecendo uma alternativa no foco de seu estudo, que são ajustando-se às novas tendências que estão surgindo nas esferas nacional e internacional, e em particular, no estado de Guanajuato (México) que representa um dos estados importantes pela sua atividade econômica no agronegócio, manufatura (especialmente automotiva) serviços do país.
Originalidade/Valor
Os achados são relevantes e de grande valor, uma vez que atualmente não há pesquisas suficientes que enfoquem as variáveisanalisadas, neste sentido, o planejamento estratégico e os resultados tangíveis e intangíveis de jovens líderes empreendedores de microempresas no contexto mexicano . As limitações deste estudo residem na baixa participação e interesse dos jovens empreendedores da microempresa no estado de Guanajuato. México
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To examine project management assets and to explore the link between these and the achievement of competitive advantage from the project management process through it being…
Abstract
Purpose
To examine project management assets and to explore the link between these and the achievement of competitive advantage from the project management process through it being valuable, rare, inimitable, and having organizational support.
Design/methodology/approach
An online survey with North American Project Management Institute® members was conducted. Exploratory factor analysis was used to identify tangible and intangible elements of project management and the achievement of competitive characteristics of the project management process.
Findings
Six factors were extracted that comprised project management assets and three factors that comprised the competitive characteristics of the project management process.
Research limitations/implications
This was an exploratory study. It is expected to further develop the instrument, refine the model and constructs, and test it with a larger sample.
Practical implications
This study highlights the importance of developing intangible project management assets to achieve competitive advantage from the process.
Originality/value
Few papers have used the resource based view lens and applied it to project management. This paper contributes to the literature on the resource based view of the firm and to an improved understanding of project management as a source of competitive advantage.
Details
Keywords
Avichai Shuv-Ami and Tamar Shalom
Service quality and patient satisfaction have a significant impact in healthcare. Health organizations have also begun to put the customer at the center and meet his or her needs…
Abstract
Purpose
Service quality and patient satisfaction have a significant impact in healthcare. Health organizations have also begun to put the customer at the center and meet his or her needs. This study aims to indicate the need to develop a simple and appropriate scale for measuring quality of service in hospital emergency rooms.
Design/methodology/approach
The validity and reliability of the scale were established by three separated and independent studies that used exploratory factor analysis, confirmatory factor analysis and correlation analysis to test the nomological network validity of the scale. The data was collected randomly from an internet panel that comprises more than 50,000 people over the age of 18. The research is based on 1,002 Israelis who accompanied a patient to a hospital emergency room.
Findings
In total, 23 items comprised the new scale of emergency room service quality with three dimensions: “staff professionalism”, “staff caring” and “tangibles”. The internal reliability for the total scale was high with Cronbach's α of 0.97.
Research limitations/implications
In Israel, there is a state health system, and therefore, it is necessary to check the scale elsewhere in the world.
Originality/value
The measurement of service quality for emergency room needed to be focused on the unique charters of the service provided in hospitals’ emergency room. The findings show that a client may assesses the service their loved one has received to decides whether to return to the same hospital and recommend it to his or her friends.
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Hardeep Chahal and Neetu Kumari
The purpose of this paper is to develop and empirically validate a multidimensional scale for measuring healthcare service quality (HCSQ), based on modified Brady and Cronin's…
Abstract
Purpose
The purpose of this paper is to develop and empirically validate a multidimensional scale for measuring healthcare service quality (HCSQ), based on modified Brady and Cronin's hierarchical service quality model. The study also investigated HCSQ and its ability to predict important service outcomes through two different models. In the first model, direct effects of service quality dimensions, namely physical environment quality (comprising ambient condition, social factor and tangibles), interaction quality (comprising attitude and behaviour, expertise and process quality) and outcome quality (comprising waiting time, patient satisfaction and loyalty) on image are measured. In the second model, direct effects of physical environment quality (comprising ambient condition, social factor and tangibles), interaction quality (comprising attitude and behaviour, expertise and process quality) on service quality through outcome quality (comprising waiting time, patient satisfaction and loyalty) are measured.
Design/methodology/approach
Data were collected from 400 indoor patients of five departments', namely general medicine, surgery, pediatrics, orthopedics and gynecology and ENT of a tertiary public hospital of North India using stratified sampling.
Findings
The study supports both the models for measuring HCSQ. Structural equational modelling is used to test the hypotheses relating to direct and indirect effects in the two models.
Research limitations/implications
The major limitations of the study include selection of only inpatients and use of non‐financial performance measures.
Originality/value
The paper contributes to the development of multiple dimensional holistical service quality models in the healthcare sector.
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Festus Olorunniwo, Maxwell K. Hsu and Godwin J. Udo
This study seeks to investigate, through the development of an operationalized service quality construct in the context of a service factory, whether the typology to which a…
Abstract
Purpose
This study seeks to investigate, through the development of an operationalized service quality construct in the context of a service factory, whether the typology to which a service belongs may explain the nature of the service quality (SQ) construct and its relationship to customer satisfaction (SAT) and behavioral intentions (BI).
Design/methodology/approach
An exploratory factor analysis used a sample from undergraduate student respondents. Then, a more representative sample of hotel guests was used, in a second‐order confirmatory factor analysis.
Findings
The dominant dimensions of SQ construct in the service factory were found to be: Tangibles, Recovery, Responsiveness, and Knowledge. Further results indicate that, although the direct effect of SQ on BI is significant, the indirect effect (with SAT playing a mediating role) is a stronger driver for BI in the context of the service factory.
Research limitations/implications
A notable limitation is that the present study focuses only on the service factory and uses only one industry (lodging) to illustrate the findings. Future research should examine other service categories.
Practical implications
Service managers are recommended to devise operations and marketing strategies that focus on the dominant SQ dimensions in order to enhance SAT and, in turn, foster positive BI.
Originality/value
This study demonstrates that SQ, SAT and BI and their interrelationships may be typology‐specific. If this is true, two or more industries (e.g. airlines and lodging) may exhibit similar relationship characteristics with regard to these constructs if they belong to the same service category. This knowledge is useful for benchmarking best practices among such industries.
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Srinivas Durvasula, Steven Lysonski and Subhash C. Mehta
A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric…
Abstract
A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric testing of the SERVQUAL as a measure of service quality in ocean freight services. Based on a survey of a cross‐sectional sample of 114 business organisations in Singapore, which regularly utilise ocean freight services for their export needs, this study found that the psychometric properties of the SERVQUAL scale are at variance with those found in consumer services settings. Further, the SERVQUAL perceptions scores were found to be a better predictor than the SERVQUAL gap scores. In sum, the service quality measures developed for consumer services can only be applied with caution in business‐to‐business marketing. Implications and future directions for research are discussed.
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