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Article
Publication date: 16 April 2020

Béchir Ben Lahouel and Nathalie Montargot

This purpose of this study was to explore two key issues in experiential marketing from an organizational perspective: the management of “strategic experiential modules” and the…

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Abstract

Purpose

This purpose of this study was to explore two key issues in experiential marketing from an organizational perspective: the management of “strategic experiential modules” and the management of “service encounters” specific to a memorable experience for children in urban luxury hotels.

Design/methodology/approach

An integrated model combining managerial and practice-oriented frameworks was used to study how luxury hotel managers design and create memorable experiences for children. The study took a qualitative approach in collecting in-depth data and interviewed 35 managers of five-star luxury hotels in Paris. The data were processed using the Alceste software, an automated lexical program that analyzed the co-occurrence of words and sentences.

Findings

With regard to the integrated model, the analysis of the interviews distinguished four main dimensions, which accounted for more than 84 per cent of the original textual data. Three dimensions, related to emotional-sensorial-physical experiential modules, described how managers strategically managed the child experience and journey while at their hotel. A fourth dimension was also identified in relation to the upstream of the service encounter. The findings highlighted a significant gap in how hotel managers were managing the experiences of children under 12 years of age and that further incorporation of various touchpoints is needed to improve the management of the service design.

Research limitations/implications

This study demonstrated the applicability of the proposed integrated model, which offers valuable marketing implications for luxury hotel managers. It is suggested that more research on the management of the child experience and journey is conducted in the future.

Originality/value

To the best of the researchers’ knowledge, this is the first empirical study to combine these two frameworks to study the management of the child experience and journey in the luxury hospitality sector.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 5
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 13 June 2016

Béchir Ben Lahouel and Nathalie Montargot

This paper aims to capitalize on a linguistic perspective to analyze the rhetoric of French leaders about organizational change.

370

Abstract

Purpose

This paper aims to capitalize on a linguistic perspective to analyze the rhetoric of French leaders about organizational change.

Design/methodology/approach

To address the research questions, the authors opted for a lexical content analysis. They use Ford and Ford’s (1995) change conversational framework and the speech act theory to analyze French CEOs’ letters to stakeholders, over the period 2007-2012.

Findings

The authors find that leaders’ rhetoric consists of three types of change conversations, namely, initiative, for understanding and for performance, that were underpinned by a network of assertive, expressive and commissive speech acts.

Practical implications

The results reveal that the communication of change to external stakeholders can be characterized as supportive change conversations, offering assurance on the necessity, appropriateness and expected benefits of change.

Originality/value

This paper is the first work, in the French context, which integrates change conversations and speech act perspectives to examine the way leaders communicate with external stakeholders through CEOs letters. Previous research focused specially on communicating change with internal stakeholders.

Details

European Business Review, vol. 28 no. 4
Type: Research Article
ISSN: 0955-534X

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Article
Publication date: 14 May 2018

Nathalie Montargot and Béchir Ben Lahouel

Whereas past research has been valuable in explaining how “perceived usefulness” (PU) and “perceived ease of use” (PEU) constructs lead to technology acceptance and refusal…

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Abstract

Purpose

Whereas past research has been valuable in explaining how “perceived usefulness” (PU) and “perceived ease of use” (PEU) constructs lead to technology acceptance and refusal behaviors in organizations, it has not explored the antecedents of these two factors. The purpose of this paper is to propose an interpretive approach to the study of front-line employees’ sense making of technological change as well as the understanding of behavioral and psychological origins of PU and PEU.

Design/methodology/approach

This study analyses a major transition in work mode induced by an IT innovation implemented within a leading French hospitality company. A qualitative method was employed to answer the research questions. The data were collected using 22 in-depth semi-structured interviews from front-line employees and their line managers in five 4-star hotels in Paris. The participants were asked how they made sense of the technological change and what they consider when they judge the usefulness and the ease of use during the implementation of change.

Findings

The analysis revealed that employees’ acceptance of technological change is paradoxical and shaped by a continuous process of sense making when using the IT innovation. The findings also suggest that PU can be explained by factors like job relevance, PEU and output quality. Anxiety, playfulness, perceived enjoyment, objective usability and facilitating conditions were identified as antecedents of PEU.

Research limitations/implications

The paper reports the effect of perceptions of social influence, system characteristics, individual differences and facilitating conditions on PU and PEU constructs in IT adoption process. It is among the first to examine the antecedents of such beliefs in the hospitality industry through the use of a qualitative method. It also shows that that three variables – result demonstrability, computer self-efficacy and social influence process described by subjective norm and image – did not play a significant role in influencing the intensions of using the system through PU and PEU.

Practical implications

Understanding the antecedents of the two key predictors in technology acceptance models allows managers to implement efficient adjustments and interventions in order to positively influence employees’ IT innovation acceptance and use.

Originality/value

This qualitative study contributes to open the black boxes concerning the conceptualizations of PU and PEU. It advances the understanding of the employees’ acceptance of IT innovation.

Details

Journal of Organizational Change Management, vol. 31 no. 3
Type: Research Article
ISSN: 0953-4814

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Article
Publication date: 27 May 2014

Béchir Ben Lahouel, Jean-Marie Peretti and David Autissier

This paper aims to explore the power of one of the primary organizational stakeholders (shareholders) in the development of a corporate social performance (CSP) score. Few…

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Abstract

Purpose

This paper aims to explore the power of one of the primary organizational stakeholders (shareholders) in the development of a corporate social performance (CSP) score. Few research works in the CSP empirical literature have studied the relationship between stakeholder power and CSP.

Design/methodology/approach

Stakeholder theory is used as a theoretical framework to explain how shareholder voting power can influence the CSP level of French publicly listed companies. Stakeholder theory is tested through the operationalization of Ullmann’s (1985) three-dimensional model. Hypotheses related to shareholder voting power, strategic posture and financial performance are formulated through a literature review. A Data Envelopment Analysis approach was presented as a strong tool to measure CSP level. Multiple linear regressions were undertaken to test the hypotheses in a sample of 129 French companies between 2006 and 2007.

Findings

The results indicate that companies with dispersed ownership and high proportion of institutional shareholders record a high score of CSP. Strategic posture measured by the implementation of environmental certification standard was positively and significantly related to CSP. Financial performance does not affect significantly the level of CSP.

Originality/value

This paper is the first to empirically analyse the relationship between Ullmann’s three-dimensional model and CSP level in the French context. It offers to managers a better understanding of the power that certain stakeholders can use to acquire satisfaction.

Details

Corporate Governance, vol. 14 no. 3
Type: Research Article
ISSN: 1472-0701

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