Ben Marriott, Jose Arturo Garza‐Reyes, Horacio Soriano‐Meier and Jiju Antony
Several authors have proposed different approaches to help practitioners deal with the complexity of prioritising improvement projects and initiatives. However, these approaches…
Abstract
Purpose
Several authors have proposed different approaches to help practitioners deal with the complexity of prioritising improvement projects and initiatives. However, these approaches have been developed as “generic” methods which do not consider the specific needs, objectives and capabilities of different industries and organisations. The purpose of this paper is to present an integrated methodology that prioritises improvement projects or initiatives based on two key performance objectives, cost and quality, specifically important for low volume‐high integrity product manufacturers.
Design/methodology/approach
The paper reviews some of the most commonly used prioritisation methods and the theory and logic behind the proposed prioritisation methodology. Then, the prioritisation methodology is empirically tested, through a case study, in a world class manufacturing organisation.
Findings
The results obtained from the case study indicate that the integrated methodology proposed in this paper is an effective alternative for low volume‐high integrity products manufacturers to identify, select and justify improvement priorities.
Practical implications
Selection and prioritisation of projects and initiatives are key elements for the successful implementation of improvements. The integrated methodology presented in this paper intends to aid organisations in dealing with the complexity that is normally handled over the selection and prioritisation of feasible improvement projects.
Originality/value
This paper presents a novel methodology that integrates two commonly used approaches in industry, Process Activity Mapping (PAM) and Failure Mode and Effect Analysis (FMEA), to prioritise improvements. This methodology can help, in particular, organisations embarked in the manufacture of low volume‐high integrity products to take better decisions and align the focus of improvement efforts with their overall performance and strategic objectives.
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Continual quality improvement is crucial to competitive success. A systems approach is vital in encompassing every segment of the hospitality organization in striving for service…
Abstract
Continual quality improvement is crucial to competitive success. A systems approach is vital in encompassing every segment of the hospitality organization in striving for service quality. The focus of this article is on employees as internal customers and the critical role this group plays in the delivery of quality results. The article will discuss the theoretical foundations for the concept of “internal customers.” Research will be reviewed that has linked service quality between internal and external customers. The necessity of integrating service to “internal customers” into an organization’s culture is also explained. Examples from leading hospitality companies are presented that reinforce the concept of “internal customer” from the pre‐hire stage to other career stages.
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The experience is reported of a recent study tour of US companieswhich are known for their outstanding levels of customer service. Anumber of themes for success are highlighted…
Abstract
The experience is reported of a recent study tour of US companies which are known for their outstanding levels of customer service. A number of themes for success are highlighted which relate to human resource issues, operational considerations and marketing, together with some of the performance indicators which are central to the provision of excellent service.
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Roudi Nazarinia Roy, Yolanda Mitchell, Anthony James, Byron Miller and Jessica Hutchinson
The transition to motherhood has been studied extensively, but primarily among participants in homogenous race/ethnicity relationships. The aim of the current study was to explore…
Abstract
The transition to motherhood has been studied extensively, but primarily among participants in homogenous race/ethnicity relationships. The aim of the current study was to explore the lived experiences of a diverse group of women in biracial and monoracial relationships experiencing the transition to motherhood (e.g., biracial or monoracial motherhood). Informed by the symbolic interaction framework, in-depth semi-structured interviews were conducted to investigate the expectations and experiences of first-time motherhood on a sample of 12 U.S. women. Their diverse stories contained multiple themes including an overarching theme of racial/ethnic differences in appropriate infant care, which surfaces during engagement in family and social support interactions. This analysis emphasizes the need for more diverse portrayals of motherhood. We discuss our findings in light of the literature and implications for future research and practice.
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Daniela Cristina dos Anjos Penela, Ana Isabel Morais and Amy M. Gregory
This study aims to take advantage of segment reporting to provide empirical evidence on the impacts of increasing the share of revenue generated from the timeshare segment in…
Abstract
Purpose
This study aims to take advantage of segment reporting to provide empirical evidence on the impacts of increasing the share of revenue generated from the timeshare segment in companies’ portfolios for firm value and profitability.
Design/methodology/approach
This paper examines data from five publicity traded hospitality companies that have a timeshare component and carries out different regression analysis using 69 observations ranging from 1998 to 2016.
Findings
The findings support the idea of an inverted U-shaped relationship between the degree of timeshare business (DOT) and firm value and profitability. However, for positive values of DOT, an increase of DOT consistently has a negative impact on firm value and accounting profitability.
Research limitations/implications
This study adds to previous findings through the addition of new variables and contemporary accounting practices. Though sufficient for the analyses conducted, the limited number of observations raises generalizability issues. Further research with larger data sets is advised.
Practical implications
This study implies that timeshare may continue to grow, but not as a segment in the lodging sector; rather as an industry mainly composed of timeshare-dedicated companies. As firms consider diversification or consolidation, this study may inform decisions related to potential firm value.
Originality/value
This study provides evidence to support previous literature related to spin-off activity in the lodging sector. Perhaps more importantly, this study adds value to research on firm value and profitability by extending traditional models and by developing a new “degree of business” variable using segment reporting.
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In the tourism industry, immersive technologies become increasingly vital, amplifying traveler experiences and industry growth. By studying “e-booking” applications prevalent in…
Abstract
Purpose
In the tourism industry, immersive technologies become increasingly vital, amplifying traveler experiences and industry growth. By studying “e-booking” applications prevalent in hotels, this study aims to analyze the impact of integrating an anthropomorphic virtual agent (AVA) on user perceptions of humanness and service usage intent.
Design/methodology/approach
Two experiments were conducted to examine the effects of using an AVA and explain the psychological mechanism of how AVA’s attributes increase intention to use “e-booking” application.
Findings
The results highlight the positive influence of AVA on the intention to use. They illustrate the psychological mechanism of how AVA’s attributes (agency and emotionality) influence perceived humanness and intention to use. More specifically, the results indicate that perceived humanness mediated the effect of an AVA on intention to use.
Research limitations/implications
Further research should delve into additional capabilities related to humanness.
Practical implications
This study provides useful insights for hotels’ managers about incorporating AVAs in digital services to enhance the perceived humanness of AVAs. The findings suggest that such efforts could yield benefits, especially when they involve conveying that AVAs possess agency and emotionality.
Originality/value
To the best of the author’s knowledge, this study is the first to investigate how AVA impacts hotel human–computer interaction. It examines agency and emotionality features on humanness perception and behavioral intent. It also guides successful digitalized hotel service development and design, expanding existing research on human–virtual agent digital services, which mainly focuses on superficial traits like face and gender.
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Gerardo Joel Anaya, Li Miao, Anna S. Mattila and Barbara Almanza
This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were…
Abstract
Purpose
This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were examined.
Design/methodology/approach
An online survey was used to collect 311 actual episodes of consumer envy. Both qualitative and quantitative analyses were used to answer the research questions.
Findings
This research identified five different triggers of consumer envy during service encounters, each associated with distinct cognitive appraisal patterns. Moreover, envious customers might experience three qualitatively different shades of envy labeled as “blue envy”, “red envy” and “green envy”. Actions taken by service providers are found to be a major cause of consumer envy, and they elicit emotions associated with complaining, negative word of mouth, lower encounter satisfaction and lower repurchase intention.
Research limitations/implications
While significant contributions are made, this study relied on self-reported data. Given that envy is considered a private and sensitive emotion, participants may have withheld from sharing some of the more socially undesirable details of their envy episodes.
Practical implications
The results stress the importance for service providers to avoid a perception of unfair preferential treatment. This perception of service unfairness is associated with hostility directed at service employees and negative organizational consequences.
Originality/value
This study is among the first to examine consumer envy in the context of service encounters.
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Nicholous M. Deal, Christopher M. Hartt and Albert J. Mills