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Article
Publication date: 1 February 1999

Ronald James Ferguson, Michèle Paulin, Charles Pigeassou and Romain Gauduchon

This study assessed the technical (tangible) and functional (human interaction) quality of services in a first‐class international health resort and related these to…

Abstract

This study assessed the technical (tangible) and functional (human interaction) quality of services in a first‐class international health resort and related these to service management effectiveness. Service management is effective when customers judge the overall service quality to be good, they are highly satisfied, they are willing to recommend the firm to others and they intend to re‐purchase or are predisposed to purchase additional services from the firm. The technical and functional aspects of services quality and their relation to service management effectiveness, were found to be different between the core and supplementary services, between customers and service personnel and between customers with and without experience. The results support the statement that competitive advantage in this industry can be obtained by improving the functional aspects of services management, by better performance of supplementary services and by reducing the gap in perceptions between customers and contact personnel.

Details

Managing Service Quality: An International Journal, vol. 9 no. 1
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 15 June 2012

Morten Jakobsen

The purpose of this study is to examine how the management accounting practice in an organisational unit affects the ability to conduct inter‐organisational control.

Abstract

Purpose

The purpose of this study is to examine how the management accounting practice in an organisational unit affects the ability to conduct inter‐organisational control.

Design/methodology/approach

Governmentality is used as the main theoretical basis for the interpretation of empirical data. A qualitative case study is used to gather information from an electronics company.

Findings

The company enters its inter‐organisational relationships with the ambition of being in power in the relationship. To begin with, management accounting plays a central role in the negotiation process. Due to inadequate management accounting practices, the company is unable to include cost information in their response to proposals made by their suppliers during negotiations. Consequently, the cost aspect of the product fades away from negotiations as they progress.

Originality/value

The study concludes that an important part of management accounting practice is to reveal the intra‐organisational cost consequences of proposals made by suppliers during negotiation processes. These cost consequences are central during negotiation processes since they will keep the focus on costs and cost improvements during the negotiation process. The study indicates that accounting technologies and the physical presence of the management accountant are not sufficient to keep costs on the agenda. Constant cost consciousness requires that the management accountant actively takes part in the joint problem solving process.

Details

Qualitative Research in Accounting & Management, vol. 9 no. 2
Type: Research Article
ISSN: 1176-6093

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Article
Publication date: 1 April 2014

Ali Mohammed Alashwal and Hamzah Abdul-Rahman

The purpose of this paper is to determine the measurement constructs of learning within construction projects' milieu. The literature indicated some mechanisms of learning…

Abstract

Purpose

The purpose of this paper is to determine the measurement constructs of learning within construction projects' milieu. The literature indicated some mechanisms of learning in projects under four aspects, namely knowledge sharing, knowledge creation, team action to learn, and learning support. The empirical study attempts to verify whether intra-project learning can be measured through these aspects.

Design/methodology/approach

The study used a survey method to collect the data from 36 mega-sized building projects in Malaysia. In total, 203 questionnaires were collected from professionals working in the sites of these projects. The data were analysed using principal component analysis (PCA) to determine the constructs of intra-project learning. Partial least squares-path modeling was used then to confirm the results of PCA and determine the contribution of each construct to intra-project learning.

Findings

The results affirmed two constructs of intra-project learning, named, social and technical and each consisted of four indicators of learning.

Originality/value

The paper emphasized the socio-technical perspective of learning and contributed to developing a hierarchical measurement model of learning in construction project. A project manager can propose new initiatives in response to the new perspective of learning for team building and continuous development. Lastly, the paper provides a comprehensive presentation of how to estimate the hierarchical measurement models of project learning as a latent variable.

Details

Construction Innovation, vol. 14 no. 2
Type: Research Article
ISSN: 1471-4175

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Article
Publication date: 1 June 2000

Walfried M. Lassar, Chris Manolis and Robert D. Winsor

Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international…

Abstract

Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well‐known measures – SERVQUAL and Technical/Functional Quality. These two service quality measures are subsequently compared and contrasted as to their ability to predict customer satisfaction. To further assess the validity of these findings, two moderators of the service‐quality/customer‐satisfaction relationship are introduced and evaluated. Finally, this research examines the potential utility of employing separate measures for customer satisfaction from the perspectives of both technical and functional aspects of the service delivery process. Overall, our findings are of importance to service managers as they strive to identify efficient and effective approaches for improving quality. The paper explores the theoretical and practical insights of the findings, including potential strengths and limitations of current service quality models with regard to their ability to define and explain the quality/satisfaction relationship.

Details

Journal of Services Marketing, vol. 14 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 31 July 2007

Kym Fraser, Howard Harris and Lee Luong

Social factors are an under‐researched but important aspect in the success of manufacturing cells. This paper sets out to investigate the impact and importance of various…

Abstract

Purpose

Social factors are an under‐researched but important aspect in the success of manufacturing cells. This paper sets out to investigate the impact and importance of various human factors within a socio‐technical system such as team‐based cellular manufacturing (TBCM).

Design/methodology/approach

A questionnaire survey was designed to provide information about human factors in TBCM. The survey was conducted at four medium‐to‐large size organisations in Australia and Switzerland where participants were required to be working within a TBCM environment and included managers, team leaders, and operators. A set of research questions and hypotheses was developed and tested.

Findings

It was found that human issues account for a significant proportion of problems within team‐based manufacturing cells. Of the eight human factors tested in this survey, communication, teamwork and training were ranked the most important, while reward/compensation was ranked the least important. Testing showed significant relationships between factors such as companies, positions, experience and team size; therefore most hypotheses were supported.

Practical implications

Traditionally, the research focus has been on the technical aspect of socio‐technical systems such as TBCM. This study offers practitioners and academics a better understanding of the human issues associated with this important form of manufacturing, therefore improving the likelihood of its success.

Originality/value

This paper demonstrates the need for research into the social side of TBCM, while providing an understanding of the important human factors associated with this system.

Details

Journal of Manufacturing Technology Management, vol. 18 no. 6
Type: Research Article
ISSN: 1741-038X

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Article
Publication date: 1 February 2003

Gaby Odekerken‐Schröder, Hans Ouwersloot, Jos Lemmink and Janjaap Semeijn

Assesses whether consumer segments based on relational aspects, service aspects, or price aspects have different preferences concerning these three key decision‐making…

Abstract

Assesses whether consumer segments based on relational aspects, service aspects, or price aspects have different preferences concerning these three key decision‐making variables when buying a car. In addition, assesses consumer segments resulting from simultaneously incorporating relationships, service package, and price. Investigates a large sample of Mitsubishi drivers in The Netherlands emphasizing consumers’ trade‐off between dealer relationship, service package and price. Conjoint analysis showed that dealer relationships (as opposed to price) represent a very important decision‐making variable when buying a car and consumer preferences concerning relationships provide a useful instrument for segmenting markets. Cluster analyses on the basis of three aspects simultaneously revealed that some consumers do value relationships, while others emphasize the service package in their purchase, both opposed to the third segment that is most probably not inclined to be loyal to a car dealer at all. Clearly indicates that different consumer segments can be distinguished on the basis of preferences for relationships and service packages rather than on the basis of price. This knowledge enables car dealers to use their resources more effectively.

Details

European Journal of Marketing, vol. 37 no. 1/2
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 26 February 2020

Saumyaranjan Sahoo

The purpose of the paper is to examine the impact of human-related support practices, total productive maintenance (TPM) practices, and total quality management (TQM…

Abstract

Purpose

The purpose of the paper is to examine the impact of human-related support practices, total productive maintenance (TPM) practices, and total quality management (TQM) practices on manufacturing performance parameters and their inter-relationship.

Design/methodology/approach

A research project was carried out in 94 Indian manufacturing companies, using the questionnaire method. The survey data was drawn from 169 respondents working in these companies. In this paper, the impact of TPM and TQM practices on manufacturing performance parameters and especially the role of support practices is investigated empirically using various structural equation models.

Findings

Two factors namely top management and leadership and human resource development categorized as support practices were found to positively influence the adoption of technical practices, i.e., TPM and TQM practices. Hence support practices were found to indirectly affect the manufacturing performance parameters via the technical factors. Also analyzing various structural equation models (SEM), shop floor implementation of TPM practices were found to be influenced (or guided) by the philosophy of TQM practices. In other words, through the proper adoption of TQM practices, the effectiveness of TPM practices gets increased.

Research limitations/implications

Because of the chosen research approach, the research results may lack generalizability. Therefore, researchers are encouraged to test the proposed propositions further using a case study approach.

Practical implications

The present study provides useful insights to practicing managers. The result of the study explaining the interrelationship between support practices (behavioral aspect) and technical practices can be used by practicing managers to develop a better understanding of the contribution of support and technical practices towards the realization of organizational objectives of growth and sustainability. In practice, TQM plays a great role in the adoption of TPM practices, which in turn helps to achieve quality in processes and therefore in products.

Originality/value

Previous research has often either concentrated on technical practices as one dimension without studying the effects of support practices on improving the adoption of technical practices. The results of the study take one step further by investigating the relationship between multiple aspects (support and technical aspects) of manufacturing practices and their impact on manufacturing performance.

Details

Benchmarking: An International Journal, vol. 27 no. 4
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 15 November 2011

Morteza Ghobakhloo, Mohammad Sadegh Sabouri, Tang Sai Hong and Khosro Amirizadeh

The purpose of this paper is to develop and test a model to analyze the relationships between three aspects of technical electronic commerce (EC)‐based information system…

Abstract

Purpose

The purpose of this paper is to develop and test a model to analyze the relationships between three aspects of technical electronic commerce (EC)‐based information system (IS) resources; the supply chain process integration; and business value.

Design/methodology/approach

The paper is consistent with the perspective on IS‐enabled organizational capabilities and resource based view of the firm. A questionnaire‐based survey was conducted to collect data from 214 supply chain, logistics, or procurement/purchasing managers of leading manufacturing firms.

Findings

The findings suggest that supply chain process integration, a key EC‐enabled organizational capability, can enhance business value. We found that this capability serve as a catalyst in transforming technical EC‐based IS resources (technical quality of EC applications, EC advancements, and EC alignment) into higher value for a firm.

Research limitations/implications

Among other limitations, this paper does not address human IS resources as the other potential determinants of firm's supply chain capabilities. Moreover, this study relies on cross‐sectional data.

Practical implications

The results suggest that supply chain process integration is an important intermediate organizational capability through which value of EC‐based IS resources can be materialized. The technical aspects of EC‐based IS resources need to be developed to effectively form supply chain capabilities.

Originality/value

The paper is perhaps one of the first to show theoretically and empirically how firms, in particular in developing countries, can generate business value from EC‐enabled supply chain process integration; also it broadens the scope of EC alignment in relation to process integration and business value to the entire supply chain.

Details

Journal of Systems and Information Technology, vol. 13 no. 4
Type: Research Article
ISSN: 1328-7265

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Article
Publication date: 1 June 1985

The librarian and researcher have to be able to uncover specific articles in their areas of interest. This Bibliography is designed to help. Volume IV, like Volume III…

Abstract

The librarian and researcher have to be able to uncover specific articles in their areas of interest. This Bibliography is designed to help. Volume IV, like Volume III, contains features to help the reader to retrieve relevant literature from MCB University Press' considerable output. Each entry within has been indexed according to author(s) and the Fifth Edition of the SCIMP/SCAMP Thesaurus. The latter thus provides a full subject index to facilitate rapid retrieval. Each article or book is assigned its own unique number and this is used in both the subject and author index. This Volume indexes 29 journals indicating the depth, coverage and expansion of MCB's portfolio.

Details

Management Decision, vol. 23 no. 6
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 1 March 1994

Brian P. Bloomfield and Theo Vurdubakis

Discusses the problematic nature of the boundary between the“technical” and the “social” and its consequences in respect ofunderstanding the relationship between…

Abstract

Discusses the problematic nature of the boundary between the “technical” and the “social” and its consequences in respect of understanding the relationship between technological and organizational change. Illustrates the argument using material drawn from research on the implementation of a hospital information system and an R&D project to develop a knowledge‐based system to assist the implementation of strategic change.

Details

Information Technology & People, vol. 7 no. 1
Type: Research Article
ISSN: 0959-3845

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