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Book part

E. Kevin Kelloway and Vanessa Myers

The service-profit chain model (Heskett, Jones, Loverman, Sasser, & Schlesinger, 1994) highlights the well-documented relationship between employee and customer attitudes…

Abstract

The service-profit chain model (Heskett, Jones, Loverman, Sasser, & Schlesinger, 1994) highlights the well-documented relationship between employee and customer attitudes suggesting that employees who are satisfied and engaged with their work provide better customer service resulting in higher levels of customer satisfaction and, ultimately, driving firm revenue. The authors propose an expansion of the service-profit margin identifying the leadership behaviors that create positive employee attitudes and engagement. Specifically, the authors suggest that leaders who focus on recognition, involvement, growth and development, health and safety, and teamwork (Kelloway, Nielsen, & Dimoff, 2017) create a psychologically healthy workplace for customer service providers and, ultimately, an enhanced customer experience.

Details

Examining the Role of Well-being in the Marketing Discipline
Type: Book
ISBN: 978-1-78973-946-6

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Abstract

Details

Examining the Role of Well-being in the Marketing Discipline
Type: Book
ISBN: 978-1-78973-946-6

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Book part

Aida Brito, Carlos Pinho and Graça Azevedo

The present study aims to identify the determinants of the capital structure of restaurants firms in Portugal, as well as to analyze the application of capital structure…

Abstract

The present study aims to identify the determinants of the capital structure of restaurants firms in Portugal, as well as to analyze the application of capital structure theories in those companies.

In order to reach the objectives, a sample of 400 companies belonging to the restaurant sector was used. The analysis was carried out between 2008 and 2017, and multiple linear regression, based on panel data, was applied.

The obtained results allowed to verify that the considered variables have different effects on the capital structure of the companies under study and that the restaurant sector partially applies the trade-off, pecking order and signaling theories.

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Article

Dorothea M. Abbott

ELIZABETH MYERS was writing in the war years when the term ‘Kitchen Sink’ had not yet been coined to describe the pre‐occupation of dramatists and novelists with the seamy…

Abstract

ELIZABETH MYERS was writing in the war years when the term ‘Kitchen Sink’ had not yet been coined to describe the pre‐occupation of dramatists and novelists with the seamy side of life. Real life then was providing grief and horror enough for most of the population.

Details

Library Review, vol. 24 no. 7
Type: Research Article
ISSN: 0024-2535

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Article

Nikolaos Apostolopoulos, Vanessa Ratten, Stavros Stavroyiannis, Ilias Makris, Sotiris Apostolopoulos and Panagiotis Liargovas

The COVID-19 crisis has brought to the forefront the importance of rural health enterprises (RHEs), the peculiarity, in these terms, of rural areas, and the impact of…

Abstract

Purpose

The COVID-19 crisis has brought to the forefront the importance of rural health enterprises (RHEs), the peculiarity, in these terms, of rural areas, and the impact of rurality on health entrepreneurial activities. This paper aims to undertake a literature review regarding RHEs in the EU, identify research gaps and set future research directions.

Design/methodology/approach

A systematic literature review was conducted and the key aspects coded across four thematic areas – after examining 68 papers.

Findings

The findings reveal that more intense research should be conducted across four area which emerged; rural health providers vs urban health providers; RHEs and rural development; RHEs and quality of life; and social RHEs.

Research limitations/implications

Future research avenues were identified and suggestions for further research on RHEs were provided.

Practical implications

The paper provides insights into how rural areas can attract health enterprises and how health enterprises can operate in rural areas.

Originality/value

This research expands on the limited existing knowledge of RHEs and sets the foundations for further research.

Details

Journal of Enterprising Communities: People and Places in the Global Economy, vol. 14 no. 4
Type: Research Article
ISSN: 1750-6204

Keywords

Abstract

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International Journal of Tourism Cities, vol. 6 no. 3
Type: Research Article
ISSN: 2056-5607

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Article

Toyin Ajibade Adisa, Fang Lee Cooke and Vanessa Iwowo

By conceptualising patriarchy in the workplace as a social situation, the purpose of this paper is to examine the prevalence of patriarchal attitudes and their impact on…

Abstract

Purpose

By conceptualising patriarchy in the workplace as a social situation, the purpose of this paper is to examine the prevalence of patriarchal attitudes and their impact on women’s workplace behaviour among Nigerian organisations.

Design/methodology/approach

The study uses a qualitative research approach, drawing on data from 32 semi-structured interviews with female employees and managers in two high-street banks in Nigeria.

Findings

The study finds that patriarchy shapes women’s behaviour in ways that undermine their performance and organisational citizenship behaviour (OCB). Furthermore, the study finds that patriarchal attitudes, often practised at home, are frequently transferred to organisational settings. This transference affects women’s workplace behaviour and maintains men’s (self-perceived) superior status quo, whereby women are dominated, discriminated against and permanently placed in inferior positions.

Research limitations/implications

The extent to which the findings of this research can be generalised is constrained by the limited sample and scope of the research.

Practical implications

The challenges posed by the strong patriarchy on women’s workplace behaviour are real and complex, and organisations must address them in order to create a fairer workplace in which employees can thrive. It is therefore essential for organisations to examine periodically their culture to ensure that all employees, regardless of gender, are involved in the organisation’s affairs. Furthermore, organisations need to help women become more proactive in combating patriarchal behaviour, which often affects their performance and OCB. This requires organisations to affirm consistently their equal opportunities, equal rights and equal treatment policies. It is essential that organisations take this problem seriously by attaching due penalty to gender discrimination, as this will go a long way in ensuring positive outcomes for women and providing a fairer workplace.

Originality/value

This study provides empirical evidence that a more egalitarian work environment (in Nigerian banking) will result in improved performance from female employees and organisations. It calls for greater policy and organisational interventions to create a more inclusive work environment and an equal society.

Details

Career Development International, vol. 25 no. 2
Type: Research Article
ISSN: 1362-0436

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Book part

Barbara de Lima Voss, David Bernard Carter and Bruno Meirelles Salotti

We present a critical literature review debating Brazilian research on social and environmental accounting (SEA). The aim of this study is to understand the role of…

Abstract

We present a critical literature review debating Brazilian research on social and environmental accounting (SEA). The aim of this study is to understand the role of politics in the construction of hegemonies in SEA research in Brazil. In particular, we examine the role of hegemony in relation to the co-option of SEA literature and sustainability in the Brazilian context by the logic of development for economic growth in emerging economies. The methodological approach adopts a post-structural perspective that reflects Laclau and Mouffe’s discourse theory. The study employs a hermeneutical, rhetorical approach to understand and classify 352 Brazilian research articles on SEA. We employ Brown and Fraser’s (2006) categorizations of SEA literature to help in our analysis: the business case, the stakeholder–accountability approach, and the critical case. We argue that the business case is prominent in Brazilian studies. Second-stage analysis suggests that the major themes under discussion include measurement, consulting, and descriptive approach. We argue that these themes illustrate the degree of influence of the hegemonic politics relevant to emerging economics, as these themes predominantly concern economic growth and a capitalist context. This paper discusses trends and practices in the Brazilian literature on SEA and argues that the focus means that SEA avoids critical debates of the role of capitalist logics in an emerging economy concerning sustainability. We urge the Brazilian academy to understand the implications of its reifying agenda and engage, counter-hegemonically, in a social and political agenda beyond the hegemonic support of a particular set of capitalist interests.

Details

Advances in Environmental Accounting & Management: Social and Environmental Accounting in Brazil
Type: Book
ISBN: 978-1-78635-376-4

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Article

Jonathan A. Jensen, Lane Wakefield, Joe B. Cobbs and Brian A. Turner

Due in large part to the proprietary nature of costs, there is a dearth of academic literature investigating the factors influencing the costs for sport marketing…

Abstract

Purpose

Due in large part to the proprietary nature of costs, there is a dearth of academic literature investigating the factors influencing the costs for sport marketing investments, such as sponsorship. Therefore, the purpose of this paper is to provide an analytical framework for market intelligence that enables managers to better predict and forecast costs in today’s ever-changing sport marketing environment.

Design/methodology/approach

Given the dynamic and ultra-competitive nature of the athletic apparel industry, this context was chosen to investigate the influence of four distinct factors on sponsorship costs, including property-specific factors, on-field performance, and market-specific factors. A systematic, hierarchical procedure was utilized in the development of a predictive empirical model, which was then utilized to generate predicted values on a per property basis.

Findings

Results demonstrated that both property-specific and performance-related factors were significant predictors of costs, while variables reflecting the attractiveness of the property’s home market were non-significant. Further analysis revealed the potential for agency conflicts in the allocation of resources toward properties near the corporate headquarters of sponsors, as well as evidence of overspending by challenger brands (Adidas, Under Armour) in their quest to topple industry leader Nike.

Originality/value

Though the context of apparel sponsorships of US-based intercollegiate athletic programs limits the generalizability of the results, this study represents one of the few in the literature to empirically investigate the determinants of sponsorship costs, providing much-needed guidance to aid decision making in a highly volatile, unpredictable industry.

Details

Marketing Intelligence & Planning, vol. 34 no. 2
Type: Research Article
ISSN: 0263-4503

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Article

Marion Sangle-Ferriere and Benjamin G. Voyer

The development of self-service technologies, while intended to better serve customers by offering them autonomy, has created situations in which individuals may require…

Abstract

Purpose

The development of self-service technologies, while intended to better serve customers by offering them autonomy, has created situations in which individuals may require additional help. The purpose of this paper is to explore perceptions of chat as an assistance channel, to identify its perceived role in a customer service environment.

Design/methodology/approach

In all, 23 semi-structured interviews held with both chat and non-chat users assessed perceptions of chat in an assistance encounter. A thematic analysis was used.

Findings

The findings highlight a paradoxical perception of chat in a customer assistance context. On the one hand, customers perceive live chat as mainly beneficial in a customer service context, alleviating embarrassment, perceived threats and potential dissatisfaction linked to assistance requests. On the other hand, the elusive nature of a chat conversation interlocutor (human or artificial) adversely affects how customers interpret assistance from companies.

Research limitations/implications

This research underscores the perceived threats of assistance encounters and shows the ambivalent role of chat in such a context. It also highlights chat’s specific features that make it a relevant medium for assistance requests.

Practical implications

This study helps companies better understand customers’ perceptions of assistance requests and chat in that context. Companies can use the findings to develop better ways to address assistance needs and offer transparent and fully personalized human chat to provide an inclusive service.

Originality/value

This paper highlights the ambivalent role of chat as an assistance channel, easing assistance requests but also entailing a potential negative spillover effect, when negative chat perceptions of an artificial interlocutor have consequences.

Details

Journal of Service Theory and Practice, vol. 29 no. 4
Type: Research Article
ISSN: 2055-6225

Keywords

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