IpKin Anthony Wong, Ya Xiao, Zhiwei (CJ) Lin, Danni Sun, Jingwen (Daisy) Huang and Matthew Liu
This paper aims to answer questions pertinent to whether or not services provided by smart hotels are really what customers are looking for, as well as to ascertain what are some…
Abstract
Purpose
This paper aims to answer questions pertinent to whether or not services provided by smart hotels are really what customers are looking for, as well as to ascertain what are some unintended experiences guests may encounter. In essence, to the best of the authors’ knowledge, this research is the first in the field to acknowledge the paradox of smart service.
Design/methodology/approach
This inquiry adopts a qualitative approach with data-driven from online customer reviews and semistructured interviews. Thematic analysis was undertaken to interpret review comments.
Findings
Results point to a new phenomenon, which is coined as the smartness paradox. In particular, customers on one hand enjoy an array of smart-infused experiences that jointly offer patrons a sense of a futuristic lifestyle. On the other hand, smart devices superimpose a number of hindrances that bring guests dismay and annoyance.
Research limitations/implications
This investigation brings smart service failure to the fore to highlight several key failure themes that could jeopardize the entire operation with debased customers’ satisfaction and loyalty inclination.
Originality/value
The smartness-paradox framework used in the present inquiry entails both approach and avoidance consequences customers enact depending on their smart experiences.
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The purpose of this paper is to examine Asian Americans' perceptions of the police, specifically how they construct support. Although such literature has been growing in recent…
Abstract
Purpose
The purpose of this paper is to examine Asian Americans' perceptions of the police, specifically how they construct support. Although such literature has been growing in recent years, research on Asian American interactions with the police remains limited. Additionally, this paper is situated within the theoretical framework of system justification theory to account for Asian Americans' views of the police.
Design/methodology/approach
This study relies on interview data collected from 20 Asian Americans residing in mid-Atlantic states. Participants were either recruited directly by the researchers or through the snowball-sampling method.
Findings
Police support is influenced by perception of neighborhood safety, personal police contact and empathetic feelings toward the police. Specifically, regarding the latter component, humanizing or empathizing with police officers is a form of rationalizing individual police misconduct that reinforced police legitimacy. Most participants had similar characteristics and displayed police justification. Additional research is needed regarding what characteristics or patterns are likely to lead to lower levels of police justification.
Originality/value
This article's findings improve our understanding of system justification among Asian Americans, particularly as it relates to policing.
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Social entrepreneurship
Abstract
Subject area
Social entrepreneurship
Study level/applicability
Bachelor/master students.
Case overview
Women Empowerment through Local Livelihood (WELL) is a social venture that was founded in September 2005, by Danny Merguei. Danny was raised in Israel and had a long career in the corporate world as an auditor. After many years of work, Danny and his family moved to India. Shortly after the family arrived to the south of India, one of the biggest tsunamis in history hit the Southeast coast, on 26 December 2004. Many women who were dependent on their husbands as the family’s breadwinners lost them to the tsunami. Danny reacted to the situation by setting up a program to help these women. As the businesses expanded and the effects of the tsunami subsided, the focus of WELL shifted to women from rural areas who were interested in starting a shared business with a group of other women. Women who are selected for the training offered by WELL are guided for six months on how to create products made of recycled materials, such as household items and accessories. During the training, the women also take classes on how to run a business and on personal development. After the women complete the training, they receive a micro loan to start their own businesses. WELL monitors their development, offers business consultancy and quality controls assistance for the products. WELL also buys the products from the women and sells them to shops in India and around the world. The income generated by these sales is used by WELL to sustain and increase its operations. The women, however, are free to decide whether they want to distribute their products through WELL or find other ways to generate income. The mission of WELL is to provide empowerment tools and alternative livelihood to women. Behind it is WELL’s vision to see the status of women in the Indian society and their self-empowerment improve.
Expected learning outcomes
With the help of the case and literature students should understand/learn: Some of the differences and similarities between social and commercial entrepreneurship. The students should try to inspect where there is an overlap in social and commercial entrepreneurship (and how this is reflected in the thought-process and decision of the entrepreneur) and where the two separate. The importance of the social mission in social entrepreneurship. This is one of the crucial differences that exists between social and commercial entrepreneurship. The students think about the motivation that drives the entrepreneur. The students should think about the influence that the lead entrepreneur has on the social business, and how the two are linked. That a social problem can have different layers. The students should come to a realisation that sometimes the “real” or deeper problem is not so easy to see and can be obscured by other more exterior problems. About the complexity involved in building up and operating a social venture. The students should try to identify with the protagonist’s struggles while maintaining their own points of view. To have a critical perspective when making an important decision, and to be able to use and put together the relevant information. How to apply models, theories and concepts from the provided literature to answer the case questions.
Supplementary materials
Teaching Note 2 videos.
Subject code
CSS:3 Entrepreneurship.
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Emmanuel Imuetinyan Aghimien and Danny Hin Wa Li
Daylight plays a crucial role in the attainment of building energy savings. Harnessing daylight in building designs will require the need for daylight illuminance data. However…
Abstract
Purpose
Daylight plays a crucial role in the attainment of building energy savings. Harnessing daylight in building designs will require the need for daylight illuminance data. However, daylight illuminance data are scarce due to few measuring stations. Aside from being sparse, illuminance measuring stations can be expensive to set up, thus making the luminous efficacy model a better alternative. Hence, this study attempted to model horizontal luminous efficacies under the 15 Commission internationale de l'éclairage (CIE) standard skies. Therefrom, daylight illuminance was estimated from a proposed vertical luminous efficacy model.
Design/methodology/approach
Measured solar irradiance, daylight illuminance and luminance distribution data were gathered from the local measuring station in Hong Kong. The luminance distribution data were used to classify the skies into the 15 CIE standard skies. Next, the solar irradiance and daylight data were used to derive the horizontal luminous efficacies under each standard sky. Furthermore, a vertical luminous efficacy model developed using the measured data was described, and this was used to predict vertical illuminance.
Findings
It was observed that Skies 1, 8 and 13 seem to be predominant in Hong Kong. Also, the result showed that constant luminous efficacies could be used for deriving illuminance data. Furthermore, horizontal luminous efficacy ranged from 40 to 190lm/W, indicating that daylight can provide sufficient visibility during working hours. The vertical luminous efficacy model proves to offer reasonable estimations of vertical illuminance data.
Research limitations/implications
Further work needs to be done with more measured data to cover for spring seasons. The described model still needs to be fitted with different world climates to ascertain its universal applicability. The evaluations need to be done under obstructed sky conditions to cater for dense and clustered urban centres.
Practical implications
The discussed luminous efficacy model could be used to derive illuminance data in the absence of measured daylight illuminance data, especially in the subtropical region. Also, the comparative advantage of daylight over artificial lighting was highlighted in this study.
Originality/value
Unlike previous studies, this paper discusses the luminous efficacies of global, direct and diffuse components under the 15 CIE standard skies. Furthermore, the described luminous efficacy analysis provides an approach for deriving vertical and horizontal illuminance data. Such vertical data will be required for analysing building lighting requirements, sensible heat from electric lighting, and energy savings from daylighting controls. Also, the information on horizontal luminous efficacies will help evaluate solar roof and skylight designs.
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If there is one troubling question planners have asked over and over again and have not satisfactorily answered, it is “What makes great companies go bad?” At least some answers…
Abstract
If there is one troubling question planners have asked over and over again and have not satisfactorily answered, it is “What makes great companies go bad?” At least some answers may be found in Professor Danny Miller's book, The Icarus Paradox (HarperBusiness, 1990).
Emmanuel Imuetinyan Aghimien, Danny Hin Wa Li and Ernest Kin-Wai Tsang
This paper reviews extant studies on bioclimatic architecture with a view of revealing the focus areas of past studies and mapping out future research directions useful in…
Abstract
Purpose
This paper reviews extant studies on bioclimatic architecture with a view of revealing the focus areas of past studies and mapping out future research directions useful in achieving building energy efficiency.
Design/methodology/approach
A mixed-method systematic review that integrates quantitative and qualitative analysis was adopted. The bibliographic data were extracted from the Scopus database, and a scientometric analysis was conducted to analyse the data quantitatively. Qualitative content analysis is then presented, which provided a basis for mapping out trends and gaps in current knowledge.
Findings
It is observed that there has been a rise in the number of studies on bioclimatic architecture over the last two decades. Past studies have focused on sustainability, building performance simulation, building climatology and energy use, solar energy applications and passive cooling. Artificial intelligence, algorithm coupling and acoustic comfort were some of the emerging areas discovered in this study.
Research limitations/implications
The study reveals research gaps that researchers can investigate.
Practical implications
The information provided can help the building industry stakeholders in decision-making. It serves as a guideline for maximising the potential benefits of adopting bioclimatic designs in the building industry. Furthermore, it provides references that aid policy formulation for government agencies and corporate organisations.
Originality/value
The study fills the literature gap caused by the need for a holistic literature review that relates bioclimatic architecture and its energy efficiency implications. It is also the first study on bioclimatic architecture that adopts a mix of scientometric and qualitative analysis for analysing past studies on bioclimatic architecture.
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Denise Linda Parris, Adrien Bouchet, Jon Welty Peachey and Danny Arnold
Creating value through service innovation requires new processes and ways of communicating to multiple stakeholders. Institutions and stakeholders within the service ecosystem…
Abstract
Purpose
Creating value through service innovation requires new processes and ways of communicating to multiple stakeholders. Institutions and stakeholders within the service ecosystem, however, often resist change. Adopting a new service strategy entails two distinct costs – monetary and psychological. The tensions between an organization’s need to generate incremental revenue and the challenges of balancing business as usual and the costs associated with service innovation are explored. Specifically, this paper aims to explore the adoption of a customer relationship management (CRM) technology solution in a bureaucratic setting, and the sequence of events needed for successful implementation, with emphasis on overcoming various barriers and hurdles.
Design/methodology/approach
A case study methodology is used to gather and analyze data on how the Arizona State University (ASU) athletic department responded to the changing competitive environment via adopting a CRM technology solution. Data collection consisted of ten semi-structured interviews.
Findings
The experience of ASU illustrates that the primary benefits of a CRM technology solution include the generation of incremental revenue, capturing data and personalized marketing. The main challenges are coordinating adoption, obtaining commitment, developing competency, estimating costs and creating content.
Research limitations/implications
A conceptual framework emerged from the data that describes the likelihood of a service technology’s successful implementation based upon the interaction of the strength of key actors, organizational situation perception and organizational commitment. The model extends the proposed duality of service innovation outcomes as either success or failure to acknowledge the likelihood of a partial implementation where marginal success is achieved.
Practical implications
The sequence of events needed for successful implementation of a service technology is highlighted, with emphasis on overcoming various barriers and hurdles. Implementation steps are provided, as well as a model to help pinpoint issues.
Originality/value
The case study provides insight for overcoming pitfalls and barriers to adopting a new service technology in a traditionally bureaucratic organization where resistance to change is the norm, and innovation is not.