To be successful in today's experience economy, hospitality and tourism firms need to be attentive to detail and have the right information to manage a variety of aspects related…
Abstract
To be successful in today's experience economy, hospitality and tourism firms need to be attentive to detail and have the right information to manage a variety of aspects related to their businesses and their performance, not least when it comes to experiences. The old-fashioned way of producing offerings based on the management's and organization's knowledge and traditional way of operating may not suffice in the future. The attention must instead be centered on the actual source of data – the customer – as they are the ones assessing the value of the offering, and they are the ones, hopefully, willing to pay for the experiences.
At the same time hospitality and tourism managers get inadequate information and support from the data available in their management systems to help them in their efforts to create memorable experiences for their customers. The objective here is, by using theoretical frameworks and concepts like the resourced-based view (RBV) and customer experiential knowledge management (CEKM), among others, to analyze and develop the EA-approach from a strategical perspective to enhance the possibilities to create and maintain competitive advantages for the hospitality and tourism firms, foremost the SMEs (small and medium-sized enterprises).
The identified solution will therefore be the implementation and use of customer-centred management systems where the focus should be aiding the process of creating experiences, increase customer value and by this strengthen the businesses' competitive advantage. This could be of particular interest postCOVID when the industry will do everything it can to bounce back at full strength.
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T. Watts and C.J. McNair‐Connolly
Focusing on how performance management systems support control, this article seeks to provide two “next‐generation” performance scorecards – the Performance Wheel, suitable for…
Abstract
Purpose
Focusing on how performance management systems support control, this article seeks to provide two “next‐generation” performance scorecards – the Performance Wheel, suitable for most organizations and the Small Business Performance Pyramid, which acknowledges the unique requirements of small business. This development considers the historical development, increasing variety and often the poorly integrated status of performance measurement systems – one of business management's most important tools.
Design/methodology/approach
The paper considers the issues of various performance measurement models – the Performance Pyramid, the Results and Determinants mode, the Balanced Scorecard – through the integration of perspectives, metrics and terminology. Further, it integrates the emphases of different approaches into a menu from which each enterprise can select the wisest option.
Findings
The Performance Wheel and the Small Business Performance Pyramid suggest these seemingly different models of control can be reduced to one overarching model. It incorporates and addresses the identified weaknesses of previous models and provides a comprehensive model of performance management that can be adapted to meet the needs of any form of enterprise – small to large, service to not‐for‐profit to manufacturing.
Research limitations/implications
The implication for business is the development of two equally important models that allow the optimal application of practice to align with organizational‐specific decision making.
Originality/value
These new models overcome the “top‐down” or “bottom‐up” shortcomings of popular systems, incorporate the insights of enterprise control and integrate the importance of mission, strategy, critical success factors and key performance indicators as they apply to organizations.
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Martyna Swiatczak, Michèle Morner and Nadine Finkbeiner
The purpose of this paper is to investigate how performance measurement systems (PMSs) might be designed in order to empower managers of state-owned enterprises (SOEs) towards an…
Abstract
Purpose
The purpose of this paper is to investigate how performance measurement systems (PMSs) might be designed in order to empower managers of state-owned enterprises (SOEs) towards an active work role.
Design/methodology/approach
The study is based on a conceptual approach that combines insights from prior research on performance measurement with that on dimensions of psychological empowerment. An exploratory case study is used to further develop propositions for the design of an empowering PMS. Data from in-depth interviews with six managers of diverse SOEs located within a German city enables the tracing of underlying causal mechanisms.
Findings
PMSs that are designed according to the principles of goal clarity, balanced goal difficulty, autonomy-enhancing measurement, and a broad goal scope can positively influence the four dimensions of empowerment: meaning, competence, self-determination, and impact.
Practical implications
The study’s propositions can be used to enhance the governance of SOEs through a particular design of PMSs. This research thus responds to the call for a new generation of governance mechanisms within the complex setting of SOEs.
Originality/value
Current research on PMSs is extended through the construct of psychological empowerment. Thus, an existing governance mechanism is further developed towards being more effective for use in the context of SOEs.
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Susanne Durst, Mariano Martin Genaro Palacios Acuache and Guido Bruns
Crises of any type have become an integral part of business activity and responses to them could make the difference between survival and failure. This applies in particular to…
Abstract
Purpose
Crises of any type have become an integral part of business activity and responses to them could make the difference between survival and failure. This applies in particular to small and medium-sized enterprises (SMEs). Taking the coronavirus (COVID-19) pandemic as a starting point, this study aims to investigate how Peruvian SMEs have been coping with COVID-19 so far. Based on that a conceptual framework is proposed which highlights the practice of SMEs trying to deal with a new type of crisis.
Design/methodology/approach
The study is based on an exploratory qualitative research design involving 25 semi-structured interviews conducted in Peruvian SMEs.
Findings
The findings demonstrate how the Peruvian firms studied to adapt to the new situation and initiate responses to increasing the chance of survival. Furthermore, the role of the companies’ decision-makers, as well as the role of crisis management and other related approaches in the companies are shown.
Research limitations/implications
The paper expands the underdeveloped body of knowledge regarding crisis management in Latin America in general and crisis management in SMEs by providing insight into how Peruvian SMEs perceive and adapt to the COVID-19 pandemic.
Practical implications
The findings presented in this paper have implications for both managers and managerial staff of SMEs but also for the people in charge of the curricula at universities and other teaching-focused institutes.
Originality/value
To the authors’ knowledge, this is the first empirical study of crisis management on the impacts of COVID-19 with a dedicated focus on SMEs from Latin America. It provides fresh insight into current reactions to the Pandemic.
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This study aims to determine whether and how objectives and key results (OKRs) can be used to solve performance measurement issues encountered by organizations.
Abstract
Purpose
This study aims to determine whether and how objectives and key results (OKRs) can be used to solve performance measurement issues encountered by organizations.
Design/methodology/approach
A total of 204 staff members from 26 Thai organizations that adopted OKRs were interviewed. Five senior executives and five operational staff members with experience using OKRs were selected from each organization. Content analysis was also performed.
Findings
OKRs facilitate the acceptance of performance indicators and help solve issues of alignment between indicators and organizational strategies as well as improper target setting.
Research limitations/implications
The results have limited generalizability because of the qualitative approach undertaken in the study. Further research can test whether the results hold true if OKRs are used for longer than six months.
Practical implications
The results of this study can be used to help managers and employees set challenging targets, utilize their competencies and find a sense of relatedness, which can lead to organizational success.
Originality/value
This study is one of the first to thoroughly investigate the use of OKRs by adopting the self-determination theory (SDT) as the main theoretical framework.
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Carmen Daniela Maier, Finn Frandsen and Winni Johansen
The aim of this paper is to study the development of a smoldering crisis over time. The focus is on a nationwide news media and online news communication related to a smoldering…
Abstract
Purpose
The aim of this paper is to study the development of a smoldering crisis over time. The focus is on a nationwide news media and online news communication related to a smoldering crisis running in the Danish healthcare system since 2016: the problematic implementation of a large-scale electronic health record (EHR), technology entitled Sundhedsplatformen (SP), in the hospitals of the capital region of Denmark.
Design/methodology/approach
Based on insights from crisis communication theories and in particular rhetorical arena theory (RAT), traces of SP smoldering crisis and patterns of discursive strategies are identified and explained from a longitudinal perspective to explain the communicative complexity that characterizes this smoldering crisis. To build an understanding of how this smoldering crisis is perceived, followed and kept alive, an analysis of (de)legitimation discursive strategies employed strategically by various actors and voices in news articles is conducted in relation to four communicative themes: issue identification, warnings, blame attribution and potential solutions.
Findings
It has been found that a legitimacy deficit emerges communicatively through specific (de)legitimation strategies during this smoldering crisis. New insights into RAT (Frandsen and Johansen, 2017) are also provided.
Practical implications
This study is not only of theoretical relevance, but it is also of practical relevance for public relation professionals who aim to identify characteristics of starting smoldering crises as well as to find strategic responses to the ongoing challenges and the developing over time of smoldering crises.
Originality/value
New insights into RAT (Frandsen and Johansen, 2017) are provided.
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Flávio Cunha, Jose Dinis-Carvalho and Rui M. Sousa
This study aims to identify the perception of people in a Portuguese company regarding the main barriers to the effectiveness of the existing performance measurement system (PMS…
Abstract
Purpose
This study aims to identify the perception of people in a Portuguese company regarding the main barriers to the effectiveness of the existing performance measurement system (PMS) and whether those perceptions are dependent of people’s hierarchical levels, education levels, work shifts, gender and department.
Design/methodology/approach
Primary data was collected through structured interviews (adapted to three levels of interviewees in the company hierarchy) and Likert scale questionnaires. Descriptive statistical analysis of the collected data was performed as well as a chi-square test.
Findings
The results provide an insight on the perception of barriers to the PMS effectiveness in the company. After performing interviews and questionnaires it was possible to identify that the main perceived barriers were: poor communication system and issues on target definition, lack of trained resources, employee involvement, indicators understanding and use for improvement.
Practical implications
This study is the starting point to develop actions aiming to eliminate, or at least mitigate, the impact of the barriers on the PMS effectiveness.
Originality/value
PMSs play an essential role in an organization, so it is essential to identify what hinders its effectiveness. This study opens the discussion by diagnosing the company’s perception of the barriers to PMS effectiveness.
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Paula M. Hernandez-Diaz, Jorge-Andrés Polanco and Manuela Escobar-Sierra
The purpose of this paper aims to propose and validate a measurement scale for integrating performance in universities with a global and local Latin-American perspective.
Abstract
Purpose
The purpose of this paper aims to propose and validate a measurement scale for integrating performance in universities with a global and local Latin-American perspective.
Design/methodology/approach
This research followed a sequential, mixed-method design which uses quantitative and qualitative approaches. The data collection and analysis used two stages. The first stage was a systematic literature review analysing the data through a bibliometric analysis followed by thematic analysis. From this stage emerged the global universities' performance thematic map, a flow diagram for universities' performance system and a measurement scale. The second stage validated this scale applying a survey to the academic and administrative staff members of two Colombian private universities. A total of 705 useable responses were collected and analysed using exploratory factor analysis and the SPSS software.
Findings
The results validated five dimensions (research, resources, internationalisation, extension and academics) and 15 indicators proposed to determine the performance in universities. This study concluded that the instrument developed for measuring performance is a consistent starting point for the study of universities in Latin-American countries such as Colombia.
Research limitations/implications
This study empirically validated the instrument for measuring performance from a systemic perspective at universities; however, a broader validation of the measurement scale is needed in the context of developing countries in Latin America to generalise the results.
Practical implications
Results provide a starting point considering the Latin-American context. They could help in future studies to improve the understanding of performance management in higher education.
Originality/value
Performance in universities has created multiple parameters and indicators, generating a lack of global consensus for their measurement. Thereof, this paper contributes to filling this gap in Latin-American universities. This work postulates a starting point considering the local context from global reported findings. It integrated the relations visually for sub-dimension and performance indicators into the university performance system. From this research emerged a novel theoretical hierarchical model for measuring university performance.
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The purpose of this paper is to identify and gain recent insights into the extent to which skills expectation gap exists from the perspective of employers in a Pacific Island…
Abstract
Purpose
The purpose of this paper is to identify and gain recent insights into the extent to which skills expectation gap exists from the perspective of employers in a Pacific Island country, including the competencies perceived essential within the work context of accountants and the support provided by employers to accounting graduates to address the skills expectation gap.
Design/methodology/approach
Using the expectation–performance gap framework developed by Bui and Porter (2010), this study collects and analyses data via semi-structured interviews with employers at chartered accounting firms, large- and medium-sized commercial and industrial firms in Fiji.
Findings
Majority of the employers indicated that graduates from the Fijian universities are adequately prepared and have acquired the necessary attributes to perform at the workplace. However, employers expect universities to do a little more in terms of developing confidence and improving ability to apply theoretical knowledge to practice. The findings also outline that the institutional-, social- and student-related constraints directly affect the quality of graduates, which are not in control of academics.
Research limitations/implications
It is noted that graduate capabilities are developed over two different learning environments. This study focused on how universities prepared graduates to perform at the workplace from the perspective of employers. This serves as a basis for future research to investigate effectiveness of trainings provided by employers to graduates to enable them into becoming successful accounting professionals.
Originality/value
This study adds clarifications to the debate on academic–practice gap by providing recent insights into the extent to which graduates demonstrate capabilities to perform in the accounting profession, the prevailing issues with graduate capabilities and the employers’ contribution towards strengthening graduate capabilities.
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Mathias Cöster, Einar Iveroth, Nils-Göran Olve, Carl-Johan Petri and Alf Westelius
The purpose of this paper is to lay a current, research-based foundation for investigation of the concept of innovative price models and its connection to business models.
Abstract
Purpose
The purpose of this paper is to lay a current, research-based foundation for investigation of the concept of innovative price models and its connection to business models.
Design/methodology/approach
The design is composed of a structured literature review of articles on price models published in 22 journals during 42 years. This then serves as a base for a subsequent conceptual discussion about the foundation of innovative price models.
Findings
The literature review yields only very few results that are loosely scattered across various areas and mostly without any kind of deeper exploration of the concept of price models. The paper therefore goes on to conceptually explore some fundamental conditions that might influence or even determine price models. The final outcome of this exploration is the relation, intention, technology and environment (RITE) framework that is a meta-model for conceptualising innovative price models.
Research limitations/implications
The literature review could include additional journals and areas, and empirical testing of the RITE framework as yet has been limited.
Practical implications
The RITE framework can be used by practitioners as a tool for investigating the potential and usefulness of developing the capability to handle innovative price models.
Originality/value
The RITE framework provides fundamental conditions, which influence, or even determine, how innovative price models are developed and applied.