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Article
Publication date: 29 August 2019

Aysegul Tas, Elif Akagün Ergin, Feride Bahar Kurtulmuşoğlu and Omer Faruk Sahin

This study will attempt to focus on how vendors serve operators, as operator service quality starts with vendor’s technology infrastructure and service quality. The purpose of…

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Abstract

Purpose

This study will attempt to focus on how vendors serve operators, as operator service quality starts with vendor’s technology infrastructure and service quality. The purpose of this study is to exhibit the most important vendor service quality items and dimensions for the operators in the telecommunications industry.

Design/methodology/approach

A total of 268 employees from various age groups, cities, job levels and departments participated in the survey.

Findings

Expected service quality results indicated that operators need high service quality. When telecommunication needs of subscribers are taken into account, it is normal for operators to expect high service quality from vendors. Results also reveal that being dependable and providing continuous support are critical for the telecommunications industry. Perceived service quality results demonstrate that customer expectations failed to be satisfied. In this study conducted in the telecommunications market, the expectations of operator employees regarding vendors is shaped under two dimensions. These dimensions are employee and service center features and provider timeliness and accuracy. When Topsis method was used to determine the most important vendor characteristics, timeliness and trust were identified as the top two criteria.

Originality/value

To the best of the authors’ knowledge, this study is the first to put forth the most important vendor service quality items and dimensions for the operators in the telecommunications industry.

Details

Journal of Business & Industrial Marketing, vol. 34 no. 7
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 15 January 2025

Faruk Seyitoğlu, Ozan Atsız and Ayşegül Acar

This research aims to explore the role of technology in the future of restaurant labor. It focused on the opinions of restaurant employees, including managers, regarding…

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Abstract

Purpose

This research aims to explore the role of technology in the future of restaurant labor. It focused on the opinions of restaurant employees, including managers, regarding technological trends such as service robots, self-service kiosks, robot chefs and automated cooking systems and how these may affect the future of restaurant labor.

Design/methodology/approach

A qualitative research approach was adopted, and interviews were conducted with restaurant employees in the USA.

Findings

The findings uncovered that the benefits, impacts and shortcomings of technological trends in the restaurant industry differ depending on employees’ perspectives. Also, the findings of the shortcomings of each technological trend support the need for human labor as some aspects of technological trends cannot address the requirements of some tasks.

Originality/value

This research proposed a conceptual framework explaining the role of technological trends in the future of restaurant labor. It is one of the first studies to examine the role of technology in the future of hospitality labor, specifically restaurant labor, after the pandemic.

研究目的

本研究旨在探讨技术在餐厅劳动力未来中的角色。研究聚焦于餐厅员工(包括管理人员)对服务机器人、自助服务终端、机器人厨师和自动烹饪系统等技术趋势的看法, 以及这些趋势可能对餐厅劳动力未来产生的影响。

研究方法

本研究采用定性研究方法, 在美国对餐厅员工进行了访谈。

研究发现

研究发现, 不同技术趋势在餐饮行业中的优点、影响及局限性因员工视角而异。此外, 各技术趋势的局限性也表明, 某些任务的需求无法完全由技术解决, 仍然需要人力参与。

研究创新

本研究提出了一个概念框架, 用以解释技术趋势在餐厅劳动力未来中的作用。这是疫情后首批专门研究技术在酒店业劳动力(尤其是餐厅劳动力)未来角色的研究之一。

Details

Journal of Hospitality and Tourism Technology, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-9880

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Article
Publication date: 18 March 2024

Faruk Seyitoğlu, Ozan Atsız and Ayşegül Acar

This study was designed to contribute to the extant literature by discovering the perceptions of restaurant employees and managers toward equal opportunities in restaurant labor…

456

Abstract

Purpose

This study was designed to contribute to the extant literature by discovering the perceptions of restaurant employees and managers toward equal opportunities in restaurant labor and working in a diversity-rich restaurant work environment.

Design/methodology/approach

A qualitative research approach was utilized. Through in-depth interviews, data were collected purposefully from restaurant workers in different positions (e.g. managers, servers, chefs and cooks) in the USA.

Findings

As a result of content analysis, different perspectives emerged on equal employment opportunity and diversity in restaurant labor. While some employees and managers believe that restaurant labor has equal employment opportunities, others think there is a lack of equal employment opportunity and partial equal employment opportunity in the industry. Most participants perceive working in a diversity-rich restaurant work environment as beneficial (an opportunity to learn about different cultures and an opportunity to learn different experiences and approaches).

Originality/value

To the best of our knowledge, this is the first paper to explore employees' and managers' perceptions of equal employment opportunity and diversity in the hospitality labor context, specifically restaurant labor. Therefore, the research findings will create value for scholars to understand the view on equal employment opportunity and diversity in restaurant labor. Further, it will assist practitioners in designing their labor structure regarding equal employment opportunity and diversity management for the future.

Details

Employee Relations: The International Journal, vol. 46 no. 3
Type: Research Article
ISSN: 0142-5455

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