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This paper aims to explore the underlying structure of wellness in upper-upscale and luxury hotels and the roles wellness attributes play in customer satisfaction and dissatisfaction.

This study uses a mixed methods approach consisting of content analysis and social media analytics. In Study 1, the authors integrate and review the structure of wellness attributes by conducting a literature review on prior research on wellness and analyzing websites of upper-upscale and luxury hotels. In Study 2, the authors implement text analytics and regression analysis to determine the roles of wellness attributes in customer satisfaction and dissatisfaction by examining the final data gathered from 141,973 reviews of 226 upper-upscale and luxury hotels in NYC.

This research introduces the underlying structure of wellness in the upper-upscale and luxury hotels. Findings demonstrate a significant relationship between wellness attributes and customer satisfaction/dissatisfaction. This study shows each wellness attribute’s specific roles in customer satisfaction and dissatisfaction through the Kano model.

The current study extends the research on wellness by discovering the underlying structure of wellness in the upper-upscale and luxury hotels. Based on the Kano Model, the study reveals specific roles of wellness attributes regarding their dichotomous impact on customer satisfaction and dissatisfaction. The study makes a novel approach to the topic of wellness through a mixed methods approach consisted of content analysis and social media analytics. Analyzing online customer reviews derived from TripAdvisor.com, the study provides an in-depth insight and understanding of customers’ perceptions of wellness attributes.

The study guides hotel operators to perform wellness attributes by defining the unique roles of wellness attributes in customer satisfaction and dissatisfaction. Using the findings of the current study, hotel operators can prioritize wellness attributes regarding their core strategies and provide satisfying wellness attributes to customers.

Prior research merely focuses on hotels in wellness destinations or wellness-focused hotels with a lack of research on wellness offered in the general lodging industry. This research fills the gap by discovering the underlying wellness structure embedded in the general lodging industry, specifically in the upper-upscale and luxury hotels.

In order to gain a deeper understanding of how emotional dynamics play out in organizations, a better understanding of the underlying structure of emotions in the workplace is needed. This study set out to investigate the emotional reality of work teams that are confronted with organizational change and to create a feeling scale that can be used to analyze and evaluate the emotional experience of employees involved in and affected by the change. This chapter outlines the results of an iterative statistical analysis to determine the underlying structure of emotions and basic dimensions on which emotions can be categorized. Feeling scales ranging in length from 22 to 42 feeling items were answered by up to 26,900 respondents as part of employee surveys that were used to investigate the subjective perception of organizational change. Factor analysis and self-organizing maps (SOMs) analysis were used in order to cluster and differentiate the underlying basic categories of emotions. The results show that feelings are mainly differentiated as either positive or negative and that those two main factors consist of seven underlying categories, which are summarized as the emotion scales: “Passion,” “Drive,” “Curiosity,” “Defiance,” “Anger,” “Fear and Distress,” and “Damage.” The basic dimensions of the emotions were “hedonic tone” and “affective focus.”

This paper aims to examine the applicability of fairness concepts as a lens for evaluating services in restaurants addressing service fairness issues within, as well as outside of, the service failure context.

Data are collected from two casual dining restaurants in the USA. In order to identify the underlying structure of perceived service fairness in restaurants, this study proposes and tests the fitness of two competing models – a traditional three‐factor model and an alternative four‐factor model.

A confirmatory factor analysis supports that a four‐factor structure of service fairness, which has integrated a customer benefits and sacrifice perspective with the original fairness theory, would be better for evaluating restaurant services instead of the three‐factor model that has frequently been applied in service failure and recovery contexts.

The data are collected from only casual dining restaurants. Therefore, generalizing the results to other segments of the restaurant industry may not work.

This study offers managers a perspective for how consumers evaluate service from a fairness standpoint. The results also provide the basis for investigating which aspects of service fairness are critical in eliciting favorable emotional and behavioral consequences.

Compared with previous fairness studies, which have focused exclusively on the role of justice after service failure and recovery, this study considers all service delivery contexts (with or without service failure) in order to provide a richer portrait of service fairness. Also, this study contributes to the services marketing and consumer behavior literature by shedding light on the issue of “fairness” as an axiom for evaluating services in restaurants.

The purpose of this study is to investigate the critical factors for the effective implementation of the ISO 9001 standard in small and medium enterprises (SMEs) operating in the services sector.

An empirical study is conducted with a sample of 93 ISO 9001:2000‐certified Greek service companies. Data are obtained by a questionnaire survey of the managers responsible for quality in each of the sample firms. Individual critical factors for ISO 9001:2000 implementation are assessed for importance by simple descriptive statistics. Exploratory factor analysis is then applied to refine these individual critical factors into five latent constructs.

All of the individual critical factors examined in the study are assessed as being of some importance with regard to their contribution to ISO 9001 effectiveness. The five latent constructs of the underlying structure of these critical factors are (in descending order of importance): “internal motivation of company”; “attributes of company”; “employee attributes”; “requirements of the quality system”; and “attributes of the external environment”.

The study is limited by the small size of the whole sample and sub‐samples of SMEs. Future research could utilise a broader sample of private SME service companies.

This study provides practical guidance for SME service companies that wish to implement the ISO 9001:2008 standard effectively.

Several authors have noted that more research is required into the critical factors for effective implementation of the ISO 9001 standard, especially in SMEs. In addition to assessing the importance of various critical factors, the present study defines their underlying structure in terms of latent constructs, thus identifying the broad critical areas that require attention for effective implementation of the quality standard.

The effects of capital-raising announcements have long been used as an indicator of increased shareholder wealth (Brown and Warner, 1985). Studies on bond announcements, for example, have been largely inconclusive. However, when effects are measured based on bond underlying structure, “straight and convertible bonds”, then the results are more conclusive (Abdul Rahim, 2012). Furthermore, issuances around crisis period are expected to result in negative market reaction as investors prefer liquidity (Fenn, 2000).

Sukuk are bond-like instruments that are issued based on the Sharia guidelines and perceived to be less risky due to their risk sharing attribute. Sukuk are issued by the governments and also corporations. Sukuk can either be debt-based or equity-based. The former resembles the conventional bond, and equity-based Sukuk resembles the convertible bonds. It is interesting to ascertain the market reaction to issuance of both type of Sukuk. This study determines the wealth effects of debt-based Sukuk issuances in Indonesia, around crisis period. Sukuk issues have steadily increased in Indonesia, and it is the second largest issuer in 2015 (Zawya, 2015a, 2015b).

The market reaction to corporate Sukuk issuance by Indonesian firms is yet to be documented, and the findings of this study address this issue, especially during the crisis period when the risk aversion is high and investors prefer liquidity. The Bai and Perron’s (2003) multiple breakpoint analysis was applied to determine the crisis period, which was between 2007 and 2010.

The findings suggest that the market reacts positively and significantly to debt-based Sukuk issuance during the crisis period, contrary to the theory that postulates a negative market reaction. Though these findings seem to be unique, it is possible that it is a behavioral effect of investors requiring less liquidity premium during crisis, contrary to expectations (Chen et al., 2007; Amihud and Mendelson, 1986).

The purpose of this paper is to determine the underlying structure (latent constructs) of the difficulties and critical success factors (CSFs) of Six Sigma implementation in manufacturing companies. Determining the significance Greek manufacturing companies give to the Six Sigma difficulties and CSFs is also an aim of the present study.

A research study was carried out in 91 ISO 9001 certified Greek manufacturing companies through a structured questionnaire. Exploratory factor analyses are applied to determine the underlying structure (latent constructs) of the Six Sigma difficulties and CSFs, while their significance is determined through descriptive statistics.

Three latent constructs of Six Sigma difficulties are extracted, namely, “implementation patterns of Six Sigma methodology”, “absence of human interest and support”, and “low quality management level”. These difficulties are not considered very significant by the sample companies. Three latent constructs of Six Sigma CSFs are also extracted, namely, “understanding the implementation patterns of Six Sigma and its interface with the company”, “company culture and organisation”, and “prioritising Six Sigma projects based on stakeholders and company performance”. The role of these critical factors for the success of Six Sigma is very significant, according to the sample companies.

The small sample of the responding manufacturing companies, the diversity of the business sectors represented in the sample, and the subjective business evidence obtained from the company quality managers are the main limitations of the present study. Based on these limitations, future research studies are suggested.

By eliminating the negative influence of the difficulties and simultaneously by enhancing the positive influence of the CSFs, a robust internal business environment can be created for the successful implementation of Six Sigma.

This study fills the literature gap and contributes to the literature by determining the underlying structure and the significance of the Six Sigma difficulties and CSFs. This is the first research study in the field of Six Sigma that has been carried out in ISO 9001 certified manufacturing companies operating in the Greek business environment.

The purposes of this study were (1) to examine the characteristics of teacher involvement in the decision making process in schools; (2) to examine the degree of loyalty to principals in schools; (3) to test the relationship between teacher decisional status and loyalty to the principal; and (4) to explore the dynamics of teacher decision‐making so that a better understanding of the underlying structure of decision‐making in schools can be developed. Data were collected at regularly scheduled faculty meetings in ten elementary and five secondary schools in New Jersey. In general, analysis of variance was utilized as the basis of statistical analysis. Further, a factor analysis was performed in an attempt to understand the underlying structure of the data. Four major conclusions were drawn from the study: (1) Teacher satisfaction with their decisional status was related to loyalty to the principal; (2) no significant differences were found between elementary and secondary schools with regard to satisfaction with their decisional status; (3) elementary school teachers exhibited a greater degree of loyalty to their principals than did teachers in secondary schools; and (4) teachers' desires to participate in decision‐making are strongest in those areas that are closely related to the teaching‐learning process.

In this chapter we interpret traffic safety culture (TSC) in terms of data on beliefs, attitudes, and behaviors from the fourth wave of the SARTRE study to find out whether they can be interpreted in a perspective. The SARTRE study is a European-wide survey that started in 1991 and collects information on mobility, risk perceptions, attitudes, behaviors, and experiences on the road (Cauzard, 1998, 2004; Cestac & Delhomme, 2012). The chapter focuses on the group of car drivers.

A principal component factor analysis was conducted to explore the underlying structure of the data set. Results suggest an underlying structure of five components which explain more than 55% of the variance. These dimensions were labeled (1) acceptance of technology and enforcement, (2) risk attitudes, (3) experienced and self-exerted behavioral control, (4) personal concern, (5) perception of other road users’ safety performance.

The influence of these five factors on safety performance (fatality rates) was estimated by regression analysis. Results show that only the second factor (risk attitudes) has a significant effect on fatality rates. As a consequence, expressive and instrumental attitudes about risk-taking should be addressed in driver training as well as information campaigns in order to improve safety culture at the level of individual car drivers.

Purpose — The chapter discusses the challenges of developing a three year bachelor's programme in information management. The argument focuses on creating a programme that (1) facilitates cooperation with the business community, (2) represents a coherent whole that fosters student identity and (3) provides an explanatory framework for information management.

Design/methodology/approach — A model for curriculum development is presented which takes its starting point in the business community's perception of the graduates’ future practice. Interdisciplinary theory, and its continuum of integration from multidisciplinarity to interdisciplinarity to transdisciplinary is applied as the backbone of the programme structure, and its role in creating progression is discussed, together with the importance of problem-oriented work, and the interplay between problem-based and discipline-based elements of the programme. The information management programme distinguishes between ‘information management’ as an umbrella term for the whole programme and ‘information management’ in a more narrow and discipline-specific perspective rooted in information science.

Findings — It is shown how the programme elements (projects, internship, semester themes and courses) are combined so that each single element contributes to gradually build up a holistic view of information processes and practices in organisations. The underlying structure of the programme contributes to a coherent, theoretically based explanatory framework for information management.

Practical implications — The chapter describes benefits and challenges of interdisciplinary curriculum development and may be provide inspiration for curriculum developers.

Originality/value — Interdisciplinary theory may be useful to respond to the challenges of engaging several disciplines in the information management field. It is suggested that multidisciplinarity may be supplemented or replaced by more interdisciplinary approaches in the future.

The aim of this study is to determine the most critical success factors (CSFs) of lean adoption in a specific Greek public services subsector namely citizen's service centers (CSCs) and to define their underlying structure (latent constructs).

In this study an online structured questionnaire survey was distributed to all the Greek CSCs and six hundred and seventy-two employees responded and fully completed the questionnaire. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were applied to assess the reliability and validity of the latent constructs of the Lean CSFs.

Data analysis revealed that the latent constructs of the lean CSFs, namely communication, top management commitment and leadership, organizational culture, training and education, change and project management, availability of resources, teamwork, and employee involvement and empowerment are of major importance for the adoption of lean in the CSCs.

The small percentage of the responding employees of the Greek CSCs, given their large population and the subjective nature of the data collected constitute the main limitations of the present study.

The findings of this research can guide managers and decision makers of CSCs in recognizing the key factors that potentially will influence the successful adoption of lean, and the enhancement of the quality management initiatives of these services organizations. Moreover, the formulated model can also serve as a reference for academics and researchers to generate new research ideas. Finally, the results may offer guidelines to managers of public services organizations of other countries with a similar structure of the public sector.

The present study is stimulated by the existing gap identified in the literature in the field of the public sector. Building on the public sector literature, this is the first study that evaluates the importance of the CSFs of lean in the Greek CSCs and defines their underlying structure.