Antonios G. Zairis and Prontzas Evangelos
The purpose of this paper is to examine consumer behavior towards Greek convenience stores chains and to determine the criteria on which store selection is based. The paper also…
Abstract
Purpose
The purpose of this paper is to examine consumer behavior towards Greek convenience stores chains and to determine the criteria on which store selection is based. The paper also analyses the stores’ position in the retail sector.
Design/methodology/approach
A random sample of 360 convenience store consumers was surveyed across four major cities. Data were collected through personal interviews, using a structured questionnaire. Statistical analysis was applied to further evaluate the information.
Findings
Consumers choose convenience stores mainly to cover their daily needs and save time on shopping, despite their dissatisfaction with the provided services. The survey also identified the characteristics of convenience store customers and their preferences.
Originality/value
The principal contribution of the present research is its focus on consumer behavior towards convenience stores in Greece.
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Francisco J. Carmona-Márquez, Antonio G. Leal-Millán, Adolfo E. Vázquez-Sánchez, Antonio L. Leal-Rodríguez and Stephen Eldridge
Prior studies by Salaheldin (2009) and Talib et al. (2011) have assessed the relationships between TQM critical success factors (CSF) and business results. The purpose of this…
Abstract
Purpose
Prior studies by Salaheldin (2009) and Talib et al. (2011) have assessed the relationships between TQM critical success factors (CSF) and business results. The purpose of this paper is to build upon this research by considering the relationships between these CSFs and their sequencing during the implementation of TQM. Furthermore, the influence exerted by the maturity of TQM implementation on the link between instrumental drivers and performance is explored.
Design/methodology/approach
The TQM drivers are clustered by means of three constructs: strategic enablers, tactical drivers and instrumental drivers and a model employed in which the strategic and tactical factors are treated as antecedents of the instrumental drivers. The direct effect of each cluster on business results and the indirect relationship of strategic and tactical factors via the mediating role of the instrumental drivers are assessed. These assessments use the partial least squares (PLS) approach which is a variance-based structural equation modeling technique using a sample of 113 Spanish organizations with experience of implementing a TQM program.
Findings
The findings confirm the existing relationships among the CSFs and business performance identified by studies Salaheldin (2009) and Talib et al. (2011). However, the results reveal that instrumental drivers possess the highest variance explanation power over business performance outcomes and it is possible to identify a CSF implementation sequence that generates the greatest impact on business performance. Furthermore, the study was inconclusive with regard to the influence exerted by the number of years of TQM implementation on the link between the instrumental drivers and performance.
Research limitations/implications
The first is related to organizational bias. It seems likely that those firms which are not satisfied with their TQM system performance would be less likely to be motivated to contribute to the development of this study. Therefore, the authors have included in the sample a higher proportion of “good” systems than is the case in the population at large. Second, although the authors provide evidence of causality, causality itself has not been proven. Third, this research relies mainly on perceptions and the authors only used a single method to elicit these perceptions. Finally, this research was carried out in a specific geographical setting (Spanish companies) and the authors must be cautious about generalizing these results in other contexts.
Practical implications
This study offers a substantial number of practical implications. First firms’ managers should emphasize that continuous improvement, benchmarking and zero-defects mentality is a never-ending process. Especially, they should understand that reliable product/service design is critical to exceed the customers’ expectations, leading to improved business success. The results of this study should also lead managers to seeing a “return on investment” in their efforts to implement a TQM program by first, paying more attention on how to implement the instrumental factors, and second, avoiding the belief that the passage of time and experience-based learning will bring business performance enhancement and success on their own.
Social implications
Although, the literature agrees that strategic factors are valuable assets and have a crucial role in the deployment of TQM systems, the study empirically validates this assertion. However, at the same time it shows that this impact on performance is stronger and much more significant by reconfiguring instrumental factors. This implies that strategic and tactical factors do have an effect on business success, but they do so indirectly, by reconfiguring and reinforcing instrumental factors that better fit the stakeholders’ needs and expectations.
Originality/value
The results suggest the need to consider whether all the CSFs are equally relevant on the basis of their contribution to business success. For example, strategic enablers are generally considered to be of primary importance with tactical and instrumental drivers assuming a secondary position. The study challenges this view and highlights the role of instrumental drivers over strategic and tactical factors with the clear implication that managers should focus strongly on daily implementation tasks such as benchmarking, zero-defects mentality and continuous improvement processes in order to achieve good business performance outcomes.
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Elisabeth Kastenholz and António Lopes de Almeida
The present study analyses patterns of seasonal tourist consumption, based on data collected in the Minho, a rural region situated in the Northeast of Portugal. The study aims at…
Abstract
The present study analyses patterns of seasonal tourist consumption, based on data collected in the Minho, a rural region situated in the Northeast of Portugal. The study aims at identifying and discussing main differences regarding socio-demographic profile and tourist behavior between tourists visiting the destination in the high, medium, and low season. Results permit a discussion of implications on destination management and marketing. More specifically, the understanding of these differences, considering the existing resources, constraints, and potentialities of the destination, shall help develop strategies yielding the diversification of demand, creating conditions for attracting, satisfying, and possibly ensuring loyalty of different tourist types in different seasons of the year (Jeffrey, D., & Barden, R. (2001). An analysis of the nature, causes and marketing implications of seasonality in the occupancy performance of English hotels. In T. Baum & S. Lundtorp (Eds.), Seasonality in tourism (pp. 119–140). Amsterdam: Pergamon). That is, the here discussed results should help strategically manage demand yielding sustainable destination development (Kastenholz, 2004).
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Raquel Velada and António Caetano
The purpose of this article is to analyse the mediating effects of perception of learning between occupational satisfaction, affective reactions, utility reactions and perceived…
Abstract
Purpose
The purpose of this article is to analyse the mediating effects of perception of learning between occupational satisfaction, affective reactions, utility reactions and perceived training transfer.
Design/methodology/approach
The participants in the study were 185 Portuguese teachers who attended a professional training programme.
Findings
The results of this study show that occupational satisfaction, affective and utility reactions are associated with perception of learning and perceived training transfer. Furthermore, the results also reveal that perception of learning fully mediates the relationship between occupational satisfaction and perceived training transfer and partially mediates the relationship between affective reactions, utility reactions and perceived training transfer.
Research limitations/implications
Results are based on self‐reported measures to evaluate training transfer.
Practical implications
Organisations interested in maximising their return on investment on training and development should regularly monitor the employees' level of satisfaction with their occupation and determine whether new actions need to be taken regarding human resources practices or the working conditions. To enhance training transfer, careful attention should be given to the training design in order to ensure that it reflects the trainees' needs previously identified and to guarantee that trainees acquire a good level of learning in the programme.
Originality/value
The present study extends the empirical literature about the predictors of training transfer, showing that learning can play a mediating role between some predictors and transfer.
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Elisabeth Kastenholz and António Lopes de Almeida
In this paper, the aim is to discuss and analyze seasonality of demand within the rural tourist market of North Portugal and corresponding destination marketing implications.
Abstract
Purpose
In this paper, the aim is to discuss and analyze seasonality of demand within the rural tourist market of North Portugal and corresponding destination marketing implications.
Design/methodology/approach
The data (n=2280) were collected through a large‐scale survey in the context of a study of the rural tourist market in North Portugal, from 1998 to 1999.
Findings
Results reveal statistically significant differences between those coming in the high versus low season, concerning tourist profile, travel behavior, motivations and perceptions of the destination.
Research limitations/ implications
The study results may only be valid for the specific rural region studied, which would make replication studies in other rural destinations desirable to take more generalizable conclusions.
Practical implications
Understanding seasonal market differences and confronting them with the destination's resources may contribute to the development of more attractive products and correspondingly to the destination's ability to attract and satisfy different types of tourists in different seasons of the year. The capacity to thereby improve the destination experience in the eyes of its tourists and to also manage demand, avoiding excessive crowding in the high season and eventually sub‐optimal use of resources in the low, may be an important step for maintaining a sustainable tourism business in rural areas.
Originality/value
The paper aims at contributing to the discussion of how to cope with seasonality of tourist demand, considering particularly the specificity of rural destinations and the global aim of sustainable destination development.
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Paulo Augusto Cauchick Miguel and José Antonio Carnevalli
This paper continues the analysis of the data collected in a survey of quality function deployment (QFD) carried out in Brazil, and deepens the study by carrying out interviews at…
Abstract
Purpose
This paper continues the analysis of the data collected in a survey of quality function deployment (QFD) carried out in Brazil, and deepens the study by carrying out interviews at some of the companies which participated in the survey to identify best practices on QFD application.
Design/methodology/approach
To analyze the data collected in a survey of QFD and interviews, eight exemplary criteria based on the QFD literature were considered. The paper then presents and discusses best practices in QFD application.
Findings
The results of analyzing the interviews showed that there were exemplary aspects in the use of the method and the key points in the QFD implementation that should be considered were related to: support from upper management, carrying out training, creating the team, frequency and length of meetings, and creating a conceptual model, among other aspects.
Research limitations/implications
It is important to stress that the importance of some of these exemplary aspects varies with the type of company and the product developed with QFD, and could be less important for other products and industries.
Practical implications
The results showed that there were key points in the QFD implementation that should be considered depending on type of company and the product.
Originality/value
The key points in the QFD implementation identified in this paper may be useful to QFD users and academics.
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Antonio K.W. Lau, Richard C.M. Yam and Esther P.Y. Tang
Recent studies have advocated the impact of technological innovation capabilities (TIC) on firms' competitive performances. This paper adopts a study framework of innovation audit…
Abstract
Purpose
Recent studies have advocated the impact of technological innovation capabilities (TIC) on firms' competitive performances. This paper adopts a study framework of innovation audit to examine the relevance of TIC on the innovation performance of the electronics industry in Hong Kong (HK)/Pearl River Delta region.
Design/methodology/approach
Empirical data were acquired through a recent survey of electronics firms in the region. Pearson correlation and regression analysis were employed to examine the relationship between TIC and innovation performance.
Findings
The results verify that R&D, resource allocation, learning, and strategy planning capabilities can significantly improve the innovation sales. R&D and resource allocation capabilities can also significantly improve new product introduction.
Research limitations/implications
The paper contributes to existing literature by studying the impact of TIC on innovation performance in HK. It also explores two out of seven TIC – R&D and resource allocation capabilities – to improve firms' innovation performance in the region.
Originality/value
This paper is one of very few that provide empirical evidence of the TIC and innovation performance in HK. It also revisits the audit framework proposed by recent innovation studies, which helps theoretical development.
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Kefeng Xu, Jayanth Jayaram and Ming Xu
The purpose of this research is to examine how service enablers such as resource management and human resource management practices, identified in prior research as vital…
Abstract
Purpose
The purpose of this research is to examine how service enablers such as resource management and human resource management practices, identified in prior research as vital, influence both conformance quality and productivity performance. The paper also aims to study how the level of customer contact, a major service differentiator, could moderate the influence of such practices on performance.
Design/methodology/approach
Using sample data from 249 service firms in China, hierarchical a regression analyses is employed to test the research questions.
Findings
The results indicate that there are common resource management and human resource management practices that positively affect both conformance quality and productivity. Importantly, besides its direct and positive effect on conformance quality and on productivity performance, the level of customer contact was found to have a contingency effect on the relationships between resource management or human resource management practices, and conformance quality or productivity performance.
Research limitations/implications
Future research should consider including other developing countries, more service industries, and a longitudinal study if possible.
Practical implications
Implications of the findings on theory in services and managerial practice in the context of China are offered.
Originality/value
The theoretical value of the research lies in identifying the factors that simultaneously affect both conformance quality and productivity (which are often seen as competing goals) in service sectors, and their dependency on the level of customer contact.
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Marketing as a function is under increasing pressure to develop and implement business‐oriented methods and measures to improve its effectiveness. This paper approaches the…
Abstract
Purpose
Marketing as a function is under increasing pressure to develop and implement business‐oriented methods and measures to improve its effectiveness. This paper approaches the subject of marketing audits and aims to examine its impact and perceived benefits in service organizations. Based on the Index of Services Marketing Excellence framework, it seeks to develop an updated instrument and to test the hypothesized relationships – connections between input and output marketing measures.
Design/methodology/approach
Data were taken from DunsPep Financial Sector Database. First, to validate the measurement instrument content, five individual interviews with marketing managers were carried out. Then, the same type of professionals were surveyed. Regarding structural equations modelling, a PLS‐GRAPH was utilized.
Findings
This work tries to demonstrate the connection between marketing activities and company performance, sustaining the importance of a framework designed to evaluate the former. Findings were able to confirm the usefulness of marketing auditing.
Research limitations/implications
The major limitation of this paper is traduced in sample size (n=51).
Practical implications
According to conclusions, marketing audits can be viewed as a tool to evaluate activities and to increase marketing awareness and comprehension, leading to practice improvement. In this sense, the awakening seems to be achieved of an instrument that presents itself with interest to marketers and managers of service companies.
Originality/value
In this work, the theoretical perspective was used not only to update the original instrument, but also to study the subject from a perspective beyond that usually associated with audits.
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Juan Antonio Giménez Espín, Micaela Martínez-Costa and Daniel Jiménez Jiménez
The purpose of the study has been to fill the gap detected in the literature and to analyze whether the application of management of R&D in accordance with UNE 166002:2021 allows…
Abstract
Purpose
The purpose of the study has been to fill the gap detected in the literature and to analyze whether the application of management of R&D in accordance with UNE 166002:2021 allows companies to obtain higher product innovation and better performance, specifically incremental and radical product innovations.
Design/methodology/approach
The population used in this study included Spanish manufacturing organizations that were active, had more than 50 employees according to the SABI. The information was collected through a structured questionnaire previously tested using a company specializing in the sector under the supervision of the authors. A total of 1,154 companies were randomly contacted in order to reach an acceptable number of 225 valid questionnaires. The data analysis has been carried out with structural equation methodology.
Findings
The results obtained with a sample of 225 companies show that the application of this standard for innovation management promotes the development of new products with incremental and radical changes, and improves business performance. It has also been found that incremental and radical product innovations mediate the relationship between this standard and performance.
Research limitations/implications
Firstly, the survey is only addressed to the company's operations manager. Secondly, the sample used is cross-sectional, whereas innovation management implies a broad implementation process.
Practical implications
Managers must know that radical and incremental product innovation can improve the company's operational performance. And the most direct implication of this work is that, those companies that are committed to the development of innovations should seriously consider the application of the principles incorporated in Standard 166,002, as an instrument that improves the results of innovation in the organization. Since this SIMS promotes both types of innovations, it improves results directly and indirectly through these product innovations.
Originality/value
The existing literature indicates that no empirical study has focused on the benefits of this SIMSs for innovation and BP. This paper fills this gap detected in the literature and analyzes the results of the implementation of this standard on incremental and radical product innovations and business performance.