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Open Access
Article
Publication date: 19 January 2024

Teerapong Teangsompong, Pichaporn Yamapewan and Weerachon Sawangproh

This study aims to investigate the impact of service quality (SQ), perceived value (PV) and consumer satisfaction on Thai street food, with customer satisfaction (CS) as a…

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Abstract

Purpose

This study aims to investigate the impact of service quality (SQ), perceived value (PV) and consumer satisfaction on Thai street food, with customer satisfaction (CS) as a mediator for customer loyalty and repurchase intention (RI). It also explores how consumer trust (CT) in Thai street food safety moderates these relationships.

Design/methodology/approach

Structural equation modelling (SEM) was utilised to analyse the complex interrelationships between various constructs. Multi-group analyses were conducted to investigate the moderating effects of CT on the structural model, considering two distinct groups based on trust levels: low and high.

Findings

The findings revealed that SQ and PV significantly influenced CS and behavioural intention, while the perceived quality of Thai street food had no significant impact on post-COVID-19 consumer satisfaction. The study highlighted the critical role of CT in moderating the relationships between SQ, PV and CS, with distinct effects observed in groups with varying trust levels.

Social implications

The research emphasises the importance of enhancing SQ and delivering value to customers in the context of Thai street food, which can contribute to increased CS, RI and positive word-of-mouth. Furthermore, the study underscores the critical role of building CT in fostering enduring customer relationships and promoting consumer satisfaction and loyalty.

Originality/value

This research offers valuable insights into consumer behaviour and decision-making processes, particularly within the realm of Thai street food. It underscores the significance of understanding and nurturing CT, especially in the post-COVID-19 landscape, emphasising the need for effective business strategies and consumer engagement.

Details

International Journal of Sociology and Social Policy, vol. 44 no. 13/14
Type: Research Article
ISSN: 0144-333X

Keywords

Article
Publication date: 19 October 2023

Mercy Toni, K.K. Jithina and K.V. Thomas

The main purpose of this paper is to outline the antecedents of patient satisfaction in the field of medical tourism (MT) applying extant literature and to develop a conceptual…

Abstract

Purpose

The main purpose of this paper is to outline the antecedents of patient satisfaction in the field of medical tourism (MT) applying extant literature and to develop a conceptual model based on the review.

Design/methodology/approach

This paper presents a thorough review of prior studies related to the antecedents of patient satisfaction in the MT sector. Moreover, it provides the theoretical base that helped the researcher to identify significant relationship between the patient satisfaction and its antecedents.

Findings

The researchers identified the prominent antecedents of patient satisfaction and present the potential interrelationships between different antecedents of patient satisfaction such as treatment quality, cost attractiveness, destination image and service quality with patient satisfaction based on the review.

Practical implications

The results have momentous practical implications as they will help researchers to better understand the antecedents of patient satisfaction and their potential inter linkages with patient satisfaction in MT sector. The conceptual model derived from the review may guide the actions of researchers as well as practitioners in the MT industry as a whole. The present study provides insights for further research in the MT sector and thereby helps to further enrich the existing theoretical base of the MT.

Originality/value

The study brings together the scattered knowledge from the broad and extensive range of medical or health tourism and cognate literature which indicate ideological differences among various aspects of MT as well as potential factors determining patient satisfaction in MT sector (antecedents of satisfaction). The newly developed model incorporates a new construct called “treatment quality” as different from “service quality,” which is a widely used construct to explain customer satisfaction. The antecedents of patient satisfaction and their inter-linkages with patient satisfaction provide a sound theoretical foundation for the future studies.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 28 December 2023

Sameh Farhat Ammar

This study aims to investigate the dynamic interplay between the management control system (MCS) and organizational identity (OI) in the Deepwater Horizon incident involving…

Abstract

Purpose

This study aims to investigate the dynamic interplay between the management control system (MCS) and organizational identity (OI) in the Deepwater Horizon incident involving British Petroleum (BP). It examines how the MCS manages challenges, particularly those addressing the embarrassment stemming from identity disparities between external portrayal (frontstage) and internal operations (backstage), with a focus on the often-underestimated influence of the media.

Design/methodology/approach

This study builds upon the frameworks developed by Ravasi and Schultz (2006) and Malmi and Brown (2008) to construct a theoretical framework that profoundly investigates the relationship between MCS and OI. The framework developed guided the research design and incorporated a qualitative approach complemented by an illustrative case study. The research data was rigorously gathered from diverse sources, including official BP documents and influential media outlets, with a particular focus on well-established American and British newspapers.

Findings

BP’s MCS plays a dual role: it exposes discrepancies in safety, leadership and values, causing embarrassment and identity damage, yet catalyses a sense-making process leading to organizational transformation and shifts in the OI. This transformation influences sense-giving and prompts changes in MCS. The study reveals an intricate interplay in identity management between frontstage audiences (e.g. influential media) and backstage actors (e.g. BP’s senior management). It highlights interdependencies both within and between MCS and OI, emphasizing their roles in interacting within identity management. The longitudinal recovery is intricately tied to mutual political interests between BP and the USA, which are significantly facilitated by the media’s role.

Research limitations/implications

This study acknowledges limitations that point future research opportunities. Interviews could provide a more dynamic understanding of MCS changes and organizational transformations. Investigating the role of leadership, particularly the new chief executive office, and the influence of political versus organizational factors in shaping identity claims is essential. Additionally, the effectiveness and historical context of interdependencies should be quantitatively assessed. Theoretical limitations in the OI and MCS frameworks suggest the need for context-specific categorisations. This research serves as a foundation for further exploration of the intricate dynamics between MCS, OI and organizational responses to crises.

Practical implications

This study offers valuable insights with practical implications for organizations facing identity challenges in the wake of significant incidents. Organizations can better navigate crises by recognizing the multifaceted role of MCS in identity damage and restoration. It underscores the importance of addressing both frontstage and backstage aspects of OI while managing identity discrepancies, thereby enhancing transparency and credibility. Additionally, understanding the intricate interdependencies within OI and MCS can guide organizations in implementing more effective identity restoration strategies. Furthermore, the study highlights the significance of media influence and the need to engage with it strategically during crisis management.

Social implications

This study’s findings have significant social implications for organizations and the broader public. By recognizing the multifaceted role of MCS in shaping identity, organizations can enhance transparency and credibility, rebuilding trust with the public. Additionally, the study highlights the critical role of media in influencing perceptions and decision-making during crises, emphasizing the importance of responsible and ethical reporting. Understanding the intricate interplay between MCS and OI can inform better crisis management strategies and improve how organizations respond to and recover from incidents, ultimately benefiting society by promoting more accountable and responsible corporate behaviour.

Originality/value

This study’s distinctness lies in its innovative exploration of MCS, which transcends traditional methodologies that focus narrowly on front or backstage aspects of OI and often adhere to predetermined MCS practices. It underscores the importance of concurrently addressing both the front- and backstage audiences in managing the embarrassment caused by identity discrepancies and restoration. The research uncovers multifaceted interdependencies within MCS and OI, and these extend beyond simplistic relationships and emphasize the complex nature of identity restoration management.

Details

Sustainability Accounting, Management and Policy Journal, vol. 15 no. 2
Type: Research Article
ISSN: 2040-8021

Keywords

Open Access
Article
Publication date: 22 August 2023

Anna McGlynn, Éidín Ní Shé, Paul Bennett, Siaw-Teng Liaw, Tony Jackson and Ben Harris-Roxas

HealthPathways is an online decision support portal, primarily aimed at General Practitioners (GPs), that provides easy to access and up to date clinical, referral and resource…

Abstract

Purpose

HealthPathways is an online decision support portal, primarily aimed at General Practitioners (GPs), that provides easy to access and up to date clinical, referral and resource pathways. It is free to access, with the intent of providing the right care, at the right place, at the right time. This case study focuses on the experience and learnings of a HealthPathways program in metropolitan Sydney during the COVID-19 pandemic. It reviews the team's program management responses and looks at key factors that have facilitated the spread and scale of HealthPathways.

Design/methodology/approach

Available data and experiences of two HealthPathways program managers were used to recount events and aspects influencing spread and scale.

Findings

The key factors for successful spread and scale are a coordinated response, the maturity of the HealthPathways program, having a single source of truth, high level governance, leadership, collaboration, flexible funding and ability to make local changes where required.

Originality/value

There are limited published articles on HealthPathways. The focus of spread and scale of HealthPathways during COVID-19 is unique.

Details

Journal of Integrated Care, vol. 31 no. 4
Type: Research Article
ISSN: 1476-9018

Keywords

Article
Publication date: 14 December 2022

Solomon Opare, Muhammad Houqe and Tony van Zijl

This purpose of this study is to examine the association between earnings management (accruals earnings management (AEM) and/or real activities manipulation (RAM)) and firm…

Abstract

Purpose

This purpose of this study is to examine the association between earnings management (accruals earnings management (AEM) and/or real activities manipulation (RAM)) and firm underperformance following seasoned equity offerings (SEOs) using cross-country data.

Design/methodology/approach

The study applies ordinary least squares regression analyses to a sample of 11,764 observations on firms from 22 countries over the period from 2005 to 2017. The methods include weighted least squares regression, sub-sampling approach and alternative measures of firm performance, earnings management and legal regime for robustness tests as well as a two-stage least squares instrumental variable (IV) approach to address endogeneity concerns.

Findings

The results suggest that RAM has a greater negative impact on post-SEO performance than AEM. The result is economically significant for RAM only. The results also reveal that the negative impact of earnings management, in particular RAM, on post-SEO performance is greater in countries with a strong legal regime than in other countries.

Practical implications

Earnings management around SEOs has important implications for investors, regulators and policymakers. The study suggests that policymakers should improve the current legal conditions to promote fairness in the equity market.

Originality/value

The results from the cross-country data support earlier results from single-country studies on the impact of earnings management on post-SEO performance. The study also provides new evidence on the variation in the impact of earnings management according to the strength of the legal regime operating in a country.

Details

International Journal of Managerial Finance, vol. 19 no. 5
Type: Research Article
ISSN: 1743-9132

Keywords

Book part
Publication date: 6 November 2023

Shimaa Mohammad Yousof

A pandemic causes abrupt and unanticipated disruptions in many facets of society. A lot of authorities have quickly turned to online teaching methods. The best methods for online…

Abstract

A pandemic causes abrupt and unanticipated disruptions in many facets of society. A lot of authorities have quickly turned to online teaching methods. The best methods for online teaching have become a hot topic of discussion due to this urgent fast transmission. It was difficult to teach physiology to medical and paramedical students online because of concerns about how to give the students an effective interactive online teaching practice and how to guarantee successful outcomes. Therefore, three approaches have been individually applied to medical and nursing students for the first time in the physiology department of the Faculty of Medicine in Rabigh, King Abdulaziz University. Through online lectures and assignments, the strategies attempted to capture the students’ interest and interaction. The second-year nursing students were given a mind map project to complete after the lecture. The third-year medical students used a crossword puzzle game to test the students’ understanding. The third-year medical students were presented with short stories to better comprehend the physiological processes covered in the lectures. Overall, the three instructional strategies received positive feedback from the students. Incorporating such cutting-edge and imaginative educational approaches, in conclusion, could significantly aid in managing the pressures that arise during pandemics.

Article
Publication date: 26 January 2023

Donato Morea, Gianpaolo Basile, Isabella Bonacci and Andrea Mazzitelli

Along the coronavirus pandemic, huge business challenges are facing as a result of collapsing customer demand and organisational significant changes supported by digital…

Abstract

Purpose

Along the coronavirus pandemic, huge business challenges are facing as a result of collapsing customer demand and organisational significant changes supported by digital development, while the increasing social and environmental needs involve business and individuals. The authors argue that this trend is modifying organisational and market logic, replacing them with values and practices linked to community-based models. The present work aims to study the impact that smart working (SW) has on the worker, seen both as a member of the organisation and the social community.

Design/methodology/approach

The study data were collected from a computer-assisted web interview administered in 2020 to public employees working for health agencies across the Campania region, in South Italy. To test the conceptual model, partial least squares-structural equation modelling is used. Considering the abductive soul of the research, the study represents a pilot survey that will deliver stochastic results to be subsequently replicated in all Italian health agencies.

Findings

The results of the research highlighted how the evolutionary dynamics of SW employees tend towards a reconceptualisation of workspaces, a redefinition of time and emotions and a better balance between work and personal life, thus creating a greater space for social and community aspects and determining a greater involvement in their working life.

Originality/value

This research introduces a new win-win logic in the labour market, one capable of generating advantages for people, organisations and the entire social system by allowing workers to better reconcile working times with their personal needs and with flexibility demands coming from companies.

Details

Employee Relations: The International Journal, vol. 45 no. 3
Type: Research Article
ISSN: 0142-5455

Keywords

Article
Publication date: 24 May 2023

Sharon-Marie Gillooley, Sheilagh Mary Resnick, Tony Woodall and Seamus Allison

This study aims to examine the phenomenon of self-perceived age (SPA) identity for Generation X (GenX) women in the UK. Squeezed between the more ubiquitous “boomer” and…

Abstract

Purpose

This study aims to examine the phenomenon of self-perceived age (SPA) identity for Generation X (GenX) women in the UK. Squeezed between the more ubiquitous “boomer” and “millennial” cohorts, and now with both gender and age stigma-related challenges, this study looks to provide insights for understanding this group for marketing.

Design/methodology/approach

This study adopts an existential phenomenological approach using a hybrid structured/hermeneutic research design. Data is collected using solicited diary research (SDR) that elicits autoethnographic insights into the lived experiences of GenX women, these in the context of SPA.

Findings

For this group, the authors find age a gendered phenomenon represented via seven “age frames”, collectively an “organisation of experience”. Age identity appears not to have unified meaning but is contingent upon individuals and their experiences. These frames then provide further insights into how diarists react to the stigma of gendered ageism.

Research limitations/implications

SDR appeals to participants who like completing diaries and are motivated by the research topic. This limits both diversity of response and sample size, but coincidentally enhances elicitation potential – outweighing, the authors believe, these constraints. The sample comprises UK women only.

Practical implications

This study acknowledges GenX women as socially real, but from an SPA perspective they are heterogeneous, and consequently distributed across many segments. Here, age is a psychographic, not demographic, variable – a subjective rather than chronological condition requiring a nuanced response from marketers.

Originality/value

To the best of the authors’ knowledge, this is the first formal study into how SPA identity is manifested for GenX women. Methodologically, this study uses e-journals/diaries, an approach not yet fully exploited in marketing research.

Details

European Journal of Marketing, vol. 57 no. 10
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 14 September 2022

Dongmei Hu, Yang Peng, Tony Fang and Charles Weizheng Chen

The purpose of this study is to examine the effects of executives’ overseas education and work experience on enterprise digital as executives’ overseas background is critical to…

Abstract

Purpose

The purpose of this study is to examine the effects of executives’ overseas education and work experience on enterprise digital as executives’ overseas background is critical to the development of enterprises. It also explored the mediating role of enterprise digital transformation on the relationship between executives’ overseas background and enterprise growth.

Design/methodology/approach

Chinese A-share companies listed on the Shanghai and Shenzhen Stock Exchanges for the period 2018–2020 were analyzed using regression analysis and bootstrapping to verify hypothesized relationships.

Findings

Executives’ overseas study and work experience both enhanced enterprise digital transformation significantly, thus improving enterprise growth. The level of employee education moderated the mediating role proposed in the theoretical model. Moreover, the promoting effect of executives’ overseas background on enterprise digital transformation was more significant for non-state-owned enterprises and those in eastern China.

Practical implications

The findings provide reference for the formulation and optimization of companies’ human resource structure and have implications on the improvement of enterprise digital transformation and enterprise growth.

Originality/value

This study explored the factors influencing enterprise digital transformation at the microlevel of corporate human capital, thereby providing microlevel empirical evidence for research on the factors influencing enterprise digital transformation. Its findings shed light on the mechanism and context under which executives with overseas backgrounds may enhance enterprise digital transformation and growth.

Details

Chinese Management Studies, vol. 17 no. 5
Type: Research Article
ISSN: 1750-614X

Keywords

Article
Publication date: 30 January 2024

Tony Yan and Michael R. Hyman

This study examines how informal business networks achieve marketing goals in socially uncertain contexts. Drawing from multiple historical sources, Shangbangs, a type of business…

Abstract

Purpose

This study examines how informal business networks achieve marketing goals in socially uncertain contexts. Drawing from multiple historical sources, Shangbangs, a type of business network that thrived in pre-1949 China, are analyzed.

Design/methodology/approach

The Critical Historical Research Method (CHRM) undergirds a study of Shangbangs’ historicity (i.e. their socio-historically embedded multiplicity, including organizational forms, activities and connotations.

Findings

As informal regional, professional, project-based, special-product-based or mixed marketing networks, Shangbangs relied on “flexible specialization” and coupled multiple business needs to market goods and services, business organizations, specific social values and, when necessary, to debrand business rivals.

Research limitations/implications

This analysis extends theories about marketing networks by probing their subtypes, diverse marketing activities, multipronged channels and relationship building with social entities (including underground societies, business associations and guilds) in response to pre-1949 China’s market uncertainties. Substantiating an alternative approach to “flexible specialization” and marketing innovations within the pre-1949 Chinese economy shows how a parallel theoretical framework can complement western-based marketing theories.

Originality/value

This first comprehensive analysis of Shangbangs, an innovative historical Chinese marketing network outside the conventional market-corporate dichotomy, can inform theory building for marketing strategy-making and management conditioned by social contexts.

Details

Journal of Historical Research in Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1755-750X

Keywords

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