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The purpose of this paper is to examine the key practical factors that confront global businesses as they attempt to improve all aspects of their operations including emerging areas of the customer experience. The paper focuses on the way various organisational capabilities such as information systems/information technology have been adopted in order to provide an enhanced operational and strategic control over key areas of business.

The paper adopts a case‐based participation observation study which explores the global operations of a major restaurant brand. This approach enables it to explore several concepts which examine the behaviour of global operations at a time of major change.

The paper has focused on the application of change principles in the restaurant and hospitality industry and its importance for business performance and marketing strategy. The paper shows how adapting business strategy to incorporate key cultural sensitivities can pay major dividends for organisations. This strategy appears to be contrary to the general approach of standardisation adopted by other franchises in this key market sector.

It will be necessary to increase the range of this research to ensure any real certainty regarding its implications.

The paper identifies a number of interesting changes to preconceived ideas of standardising product portfolios in the restaurant sector. It shows the need for a balanced “mix” of menu products to satisfy local and national requirements.

Cornelius “Connie” Colao, chief people officer at Taco Bell, outlines the steps taken at Yum! Inc to transform its HR function on a global scale so that it was placed at the heart of the business.

Malaysia introduced its first micro‐financing programme in 1986 to replicate Grameen Bank's successful specialised delivery system, emphasising direct targeting, informality of delivery, and delivering credit to the “doorsteps” of the poor. Since then, micro‐finance programs (MFPs) have been part of the poverty alleviation policies and strategies. MFPs became a popular approach, especially to reach the poor who would normally be excluded from the formal credit sector. This paper evaluates the performance of three MFIs, namely Amanah Ikhtiar Malaysia (AIM), Yayasan Usaha Maju (YUM) and Koperasi Kredit Rakyat (KKR). The paper provides a micro‐finance capacity assessment to identify issues and constraints especially with respect to outreach, viability or sustainability, resource mobilisation, and policy environment.

A few innovative companies are using sophisticated measurements of customer‐perceived value—such as conjoint analysis—to redesign segments of their organizations.

As hospitals are the most costly service providers in every healthcare systems, special attention should be given to their performance in terms of resource allocation and consumption. The purpose of this paper is to evaluate technical, allocative and economic efficiency in intensive care units (ICUs) of hospitals affiliated by Yazd University of Medical Sciences (YUMS) in 2015.

This was a descriptive, analytical study conducted in ICUs of seven training hospitals affiliated by YUMS using data envelopment analysis (DEA) in 2015. The number of physicians, nurses, active beds and equipment were regarded as input variables and bed occupancy rate, the number of discharged patients, economic information such as bed price and physicians’ fees were mentioned as output variables of the study. Available data from study variables were retrospectively gathered and analyzed through the Deap 2.1 software using the variable returns to scale methodology.

The study findings revealed the average scores of allocative, economic, technical, managerial and scale efficiency to be relatively 0.956, 0.866, 0.883, 0.89 and 0.913. Regarding to latter three types of efficiency, five hospitals had desirable performance.

Given that additional costs due to an extra number of manpower or unnecessary capital resources impose economic pressure on hospitals also the fact that reduction of surplus production plays a major role in reducing such expenditures in hospitals, it is suggested that departments with low efficiency reduce their input surpluses to achieve the optimal level of performance.

The authors applied a DEA approach to measure allocative, economic, technical, managerial and scale efficiency of under-study hospitals. This is a helpful linear programming method which acts as a powerful and understandable approach for comparative performance assessment in healthcare settings and a guidance for healthcare managers to improve their departments’ performance.

The purpose of this paper is to present an efficient heuristic algorithm based on the 3-neighborhood approach. In this paper, search is made from sides of both feasible and infeasible regions to find near-optimal solutions.

The algorithm performs a series of selection and exchange operations in 3-neighborhood to see whether this exchange yields still an improved feasible solution or converges to a near-optimal solution in which case the algorithm stops.

The proposed algorithm has been tested on complex system structures which have been widely used. The results show that this 3-neighborhood approach not only can obtain various known solutions but also is computationally efficient for various complex systems.

In general, the proposed heuristic is applicable to any coherent system with no restrictions on constraint functions; however, to enforce convergence, inferior solutions might be included only when they are not being too far from the optimum.

It is observed that the proposed heuristic is reasonably proficient in terms of various measures of performance and computational time.

Reliability optimization is very important in real life systems such as computer and communication systems, telecommunications, automobile, nuclear, defense systems, etc. It is an important issue prior to real life systems design.

The utilization of 3-neighborhood strategy seems to be encouraging as it efficiently enforces the convergence to a near-optimal solution; indeed, it attains quality solutions in less computational time in comparison to other existing heuristic algorithms.

This paper is a focused examination of the parallel collectivistic and individualistic tendencies of South Korean consumers. The “We-Me” concept argues that the two seemingly countervailing tendencies can actually co-exist. The paper discusses the phenomenon, its underlying causes, and the strategic implications of how to market to such consumers.

Marketing, Strategy, International Business.

Post-Graduates' classes.

This case focuses on the particularities of the Kentucky Fried Chicken (KFC) restaurant run by the Americana Group in Mecca, in the Kingdom of Saudi Arabia. It allows students in the service industry, and especially those interested in the quick service industry to understand some of the challenges of operating in a market with high volume and other specific local market conditions. Perhaps, it will also allow those organizations wishing to enter into emerging markets to realize that globalization does not mean standardization of all practices but rather values.

On completion of utilizing the case study as an exercise, students should be able to develop: Case-specific skills: critically examine the importance of the international business and marketing strategy in the Middle East and demonstrate this by analyzing real regional/ world examples using complex theoretical frameworks; identify examples of best practice and explain the dynamics toward international business and marketing strategy with reference to a range of theoretical models; and apply these in a meaningful way to the Middle East North Africa region. Discipline-specific skills: synthesize and critically evaluate a corpus of academic literature and government reports on international business and marketing strategy; and link international business and marketing strategy concepts and theories to real regional/world examples. Personal and key skills: reflect on the process of learning and undertake independen/self-directed learning (including time management) to achieve consistent, proficient and sustained attainment. Work as either a participant or a leader of a group and contribute effectively to the achievement of objectives in the field of international business and marketing strategy.

Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

The purpose of this review paper is to extend the literature on animal welfare in the hospitality industry by exploring how some of the major fast-food companies have publicly addressed this issue.

The paper reviews, and reflects on, the animal welfare statements and policies posted on the Internet by five major fast-food companies, namely, Yum! Brands, Restaurant Brands International, McDonald's, Domino's Pizza Group and Subway.

The findings reveal that four interlinked themes, namely, strategic corporate commitment, a focus on supply chains, policies on specific categories of animals and food products, and auditing, illustrated the selected companies approach to animal welfare. The authors also raise a number of issues about the selected companies' approaches to animal welfare including the aspirational nature of their commitments, the emphasis on regular audits, the role of external assurance in the reporting process, the role of animal welfare pressure groups and campaigns, and the impact of coronavirus disease 2019 (COVID-19).

The paper's empirical material is drawn from the corporate websites of five fast-food companies, but the paper has theoretical and practical implications and provides a platform for future research.

The paper offers a simple review of the way five major fast-food companies have addressed the issue of animal welfare.

Based on the literature on organizational legitimacy, organizations must adhere to the value-driven standards inherent in the cultures in which they operate. Organizations’ Web sites help increase the public’s awareness and understanding of their values and culture. The purpose of this paper is to examine the strategic legitimation efforts of Chinese organizations through their Web content.

To identify the core values and cultures communicated by Chinese organizations, a systematic content analysis was conducted on the Web contents of Chinese Fortune 500 companies (n=500) as listed by the 2010 Chinese Fortune 500 online magazine.

The major findings included the following: over half (i.e. 62.2 percent) of the Chinese Fortune 500 companies communicated their organizational values on their Web sites; this study identified some key value clusters (e.g. such as trustworthiness, propriety, benevolence, or self-regulation) for Chinese organizations’ legitimacy; Confucianism exerted a strong influence on these Chinese organizations’ values; and Chinese organizations relied on cooperation and coordination to achieve harmonic relationships with others.

The current study only focussed on the most profitable and successful Chinese organizations. Future studies could extend this analysis to examine differences between the values communicated by privately owned and non-profit organizations in China. Since the current study adopted a strategic organizational legitimacy framework, future research should use an institutional legitimacy framework by actively assessing the relational networks of Chinese consumers to identify the societal standards that make up organizational legitimacy from the consumer perspective. Focus groups or in-depth interviews with various consumers and employees would help identify these expectations and their corresponding values and provide an in-depth examination of how these standards are created.

This study suggested two key implications. First, Chinese organizations believe that the values (e.g. harmony, truth-seeking, or unity) held by employees have formed the foundation of organizational behavior or image. Second, individual and cultural values have guiding roles in the standards that constituents establish for organizations. Global communication practitioners must counsel managers conducting business with Chinese organizations to recognize the cultural influence on how Chinese companies conduct business.

This study represents a pioneering study in a series of studies focussed on conceptualizing organizational legitimacy in Chinese cultures.