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Article
Publication date: 17 May 2022

Li Zhao, Jianxin Sun, Ling Zhang and Bowen Ma

This study investigated whether there are differences in the effects of green traditional media communication (GTMC) and green social media communication on consumers' intention…

1404

Abstract

Purpose

This study investigated whether there are differences in the effects of green traditional media communication (GTMC) and green social media communication on consumers' intention to cocreate green value (ICGV) in post-COVID-19 China. The authors further tested the chain mediating role of cocreation efficacy and cocreation outcome expectation and the moderating role of perceived CSR image.

Design/methodology/approach

Using a survey, we collected a dataset of 683 consumers through stratified random sampling in main shopping malls in four Chinese cities. Structural equation modeling (SEM) was used to test the conceptual framework and hypotheses, and bootstrapping was used to estimate the mediated standardized regression coefficients. Multiple linear regression analysis was used to test the moderating effect.

Findings

GTMC, firm-created content (FCC), and user-generated content (UGC) all had positive effects on ICGV. Cocreation efficacy and cocreation outcome expectation had a chain mediation effect in GTMC and ICGV, UGC, and ICGV. Perceived CSR image positively moderated the effects of both GTMC and FCC on ICGV. However, perceived CSR image did not significantly moderate the relationship between UGC and ICGV.

Originality/value

This study contributes to our understanding of the effect of green media communication on consumers' ICGV in post-COVID-19 China. It also develops the concepts of cocreation efficacy and cocreation outcome expectation. Moreover, analyzing the chain mediating role of cocreation efficacy and cocreation outcome expectation in green media communication and ICGV extends social cognitive theory to the context of green value cocreation. Finally, examining the moderating role of perceived CSR image provides a basis for understanding the boundary conditions of green media communication's effect on ICGV.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 35 no. 3
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 1 March 1994

Robert Johnston

Traces the historical development of operations management from itsfactory management origins. Explores how the subject has tried toincorporate service inspirations issues from…

7984

Abstract

Traces the historical development of operations management from its factory management origins. Explores how the subject has tried to incorporate service inspirations issues from the mid‐1970s and its association with service management in the 1980s and 1990s. There is now a significant body of knowledge on service operations management though it appears to have had only limited recognition and inclusion in the developing subject of service management. Suggests that the key challenge for operations management academics is to try to embrace the service imperative more fully into the mainstream discipline. To bring this about some operations management researchers will need to shake off their inward‐looking, efficiency‐oriented view of operations which seems to be more concerned with the application of quantitative techniques to operational subsystems rather than the design and control of operations to meet the needs of customers. Also suggests that service management academics need to ensure the inclusion, and recognition, of operations issues and perspectives into the subject. Without operations there is no means or capability of delivering service promises.

Details

International Journal of Service Industry Management, vol. 5 no. 1
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 December 1995

Phillip Bowen

Raises the question why society relies on ranking and grading fromthe first day of school, through the educational system, into theworking environment. Goes on to discuss the…

712

Abstract

Raises the question why society relies on ranking and grading from the first day of school, through the educational system, into the working environment. Goes on to discuss the effects of extrinsic forces on intrinsic attributes and describes and assesses the concerns/views of theorists such as Deming, Latzko and Bramham. Ranking affects us all throughout the whole western world. Indeed it is pervasive throughout the world. Ranking is a fundamental cornerstone of the present education system and is being further developed within organizations by means such as performance appraisal, target setting, merit system, etc. Suggests that ranking should be replaced by co‐operation and that recognition of the need to change is required. This may require government legislation. It also has to be encouraged by those who develop education and training policies.

Details

Training for Quality, vol. 3 no. 4
Type: Research Article
ISSN: 0968-4875

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Publication date: 3 June 2015

Joy Gaston Gayles, Rebecca E. Crandall and Clifford R. Jones

The overrepresentation and lack of academic success for Black male athletes on college campuses are problems that warrant attention in the 21st century. A recent report from the…

Abstract

The overrepresentation and lack of academic success for Black male athletes on college campuses are problems that warrant attention in the 21st century. A recent report from the University of Pennsylvania shows that over the four-year period between 2007 and 2010, Black males were overrepresented in college sports (Harper, Williams, & Blackman, 2013), a startling reality considering that Black males are severely underrepresented in the general student body. Further complicating matters is the fact that Black male student-athletes do not graduate from college at rates comparable to their peers (Harper et al., 2013). Focused primarily on the experiences of Division I Black male student-athletes, this chapter begins with an overview of literature relevant to successful academic support programs. The authors also present an overview of best practices for advising African American male student-athletes, derived from athletic departments with a demonstrated record of academic success for Black males.

Details

Black Males and Intercollegiate Athletics: An Exploration of Problems and Solutions
Type: Book
ISBN: 978-1-78441-394-1

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Article
Publication date: 1 February 1999

Robert Johnston

Over the last 20 years we have witnessed the emergence of a large‐scale, world‐wide academic movement concerned with the management of services. This paper charts the role and…

16624

Abstract

Over the last 20 years we have witnessed the emergence of a large‐scale, world‐wide academic movement concerned with the management of services. This paper charts the role and impact of operations management on this movement and proposes that the current key focus for service academics should be with the application of frameworks and techniques. Also suggests that as the service movement has grown, with increasing overlap between the subjects of operations, marketing and HRM for example, there is a need to “return to roots”. Contends that service academics, in their bid to develop cross‐functional service management material, may have lost, or inadvertently ignored, the strength of their core disciplines. Re‐focusing on the traditional strengths of operations management, such as performance quality, design, and operational improvement, might help provide a greater rigour to the developing subject of service management. Discusses nine areas for service operations research and suggests specific research questions. The topics include linking operational performance to business drivers, performance measurement and operations improvement, service design, service technology, the design of internal networks and managing service capacity.

Details

International Journal of Operations & Production Management, vol. 19 no. 2
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 1 October 2002

Dana Yagil

The study examined three models that suggested direct, mediated, and moderated relationships among personality and situational variables relating to the service provider and…

4438

Abstract

The study examined three models that suggested direct, mediated, and moderated relationships among personality and situational variables relating to the service provider and customer satisfaction. Questionnaires were administered to 151 service provider‐customer dyads. The results support the model describing a mediation by job‐related control of the relationship between organizational variables relating to the service provider, on the one hand, and customer satisfaction, on the other. The service provider’s trait control was found to contribute to the prediction of job‐related control over and above the contribution of the organizational variables. Trait control moderates the relationship between empowering leadership and job‐related control, such that the relationship is significant only when trait control is low.

Details

International Journal of Service Industry Management, vol. 13 no. 4
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 16 December 2019

Dushar Kamini Dayarathna, Peter John Dowling and Timothy Bartram

This paper aims to examine the implications of high performance work system (HPWS) strength from a managerial perspective and the impact of economic, cultural, political, legal…

1014

Abstract

Purpose

This paper aims to examine the implications of high performance work system (HPWS) strength from a managerial perspective and the impact of economic, cultural, political, legal and technological factors on the operationalization of HPWSs in the banking industry in Sri Lanka.

Design/methodology/approach

The data for this study were collected from three licensed commercial banks in Sri Lanka. This research used a case study approach for data collection with archival analysis of records and semi-structured interviews with the CEO, head of HR, two board members and three focus groups (top, middle and lower level managers across various functional areas) in each bank which altogether covers 66 key informants.

Findings

The findings supported the research proposition that to gain positive outcomes on organizational effectiveness, there should be a strong HPWS, resulting in a positive attitudinal climate among employees. Further, the findings provide evidence of the global applicability of HPWSs, although more research is needed to clearly specify the contextual boundaries of HPWS effectiveness.

Originality/value

Contemporary research provides ample evidence to endorse the contribution of high performance work systems toward organizational effectiveness. However, there is a dearth of literature on how high performance work systems are operationalized across the management hierarchy and support the achievement of organizational effectiveness. Few studies have been conducted on high performance work system strength and organizational effectiveness in emerging economies.

Details

Review of International Business and Strategy, vol. 30 no. 1
Type: Research Article
ISSN: 2059-6014

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Article
Publication date: 1 January 2006

José Varela González and Teresa García Garazo

The purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB…

14465

Abstract

Purpose

The purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB) of customer‐contact employees.

Design/methodology/approach

Questionnaires were carried out in 149 hotel firms. One customer‐contact employee and the manager provide the data in each hotel. The constructs were measured using existing scales. Structural equation models were used to examine the effects.

Findings

The empirical results enable one to identify the dimensions of OSO on which the managers of hotel firms should place greater emphasis in order to stimulate employee job satisfaction and OCB.

Research limitations/implications

The results are limited by the specificity of the geographic context. It would be of interest to complete the model by incorporating other variables, such as employees' trust of management, role conflict and role ambiguity, and measures of performance such as service quality.

Practical implications

The results indicate that managers must use service communicative leadership and service encounter practices to influence directly employee OCB and human resource management to improve employee job satisfaction and OCB.

Originality/value

The paper provides empirical evidence about the positive effect of the OSO on employee job satisfaction and citizenship behavior in the hospitality industry.

Details

International Journal of Service Industry Management, vol. 17 no. 1
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 October 1995

Jane Kingman‐Brundage, William R. George and David E. Bowen

Offers a “service logic model” as a managerial tool fortackling cross‐functional issues embedded in service systems. Uncoversand describes the logical components inherent in the…

3996

Abstract

Offers a “service logic model” as a managerial tool for tackling cross‐functional issues embedded in service systems. Uncovers and describes the logical components inherent in the three key service management functions – marketing, operations and human resources‐and suggests that the real management challenge, above and beyond cross‐functional co‐ordination, is integration of these components as the real drivers of service experience. A step‐by‐step template is offered for using service logic to achieve the fundamental grass roots integration required in the creation of outcomes valued for customers.

Details

International Journal of Service Industry Management, vol. 6 no. 4
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 June 1993

Kevin Bright and Cary L. Cooper

Examines the management of quality from the perspective oforganizational culture change. Discusses the nature of quality and theevolution of the management of quality in relation…

1748

Abstract

Examines the management of quality from the perspective of organizational culture change. Discusses the nature of quality and the evolution of the management of quality in relation to key issues arising from the literature on organizational culture. It is found that total quality management (TQM) makes a number of assumptions about organizational culture. Adopts an integrationist perspective, with culture defined in terms of something an organization has, as opposed to something an organization is. Presents a tentative model of the relationship implied between TQM and organizational culture. A number of questions emerge, not least of which concern the strength and direction of this relationship. The culture perspective is likely to challenge some of the basic assumptions found in the TQM literature. In so doing, it may inform organizational attempts to raise levels of quality.

Details

Journal of Managerial Psychology, vol. 8 no. 6
Type: Research Article
ISSN: 0268-3946

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