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Article
Publication date: 1 March 2000

Deborah L. Kellogg

This paper validates the customer contact measurement model by performing a replication using three different sample groups. The impact of customer, managerial, and cultural…

1286

Abstract

This paper validates the customer contact measurement model by performing a replication using three different sample groups. The impact of customer, managerial, and cultural differences is examined. Findings indicate that all validation groups use similar variables when defining the customer contact construct. The measurement model is robust when compared to US customer and managerial validation groups. However, the applicability across culture is questioned.

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International Journal of Service Industry Management, vol. 11 no. 1
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 August 1997

Deborah L. Kellogg, William E. Youngdahl and David E. Bowen

Presents a programme of research from which a typology of service customers’ quality assurance behaviours was developed. The typology’s four behaviours define the broad range of…

8267

Abstract

Presents a programme of research from which a typology of service customers’ quality assurance behaviours was developed. The typology’s four behaviours define the broad range of service customers’ participation in service quality assurance. Examines the relationship between these behaviours and satisfaction. Presents an initial conceptualization of a service customer’s value chain constructed from these behaviours. Provides implications for services marketing, human resource management and service operations. In sum, the two conceptual frameworks presented in this research add to researchers’ and practitioners’ understanding of how customer participation in service delivery is related to satisfaction.

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International Journal of Service Industry Management, vol. 8 no. 3
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 27 March 2023

Dong-Heon Kwak, Derek L. Nazareth, Saerom Lee, Jinwoong Lee, Greta L. Polites and Deborah Erdos Knapp

Drawing upon the consistency literature, the theory of visual rhetoric and social judgment of warmth and competence, this study examines the determinants and impacts of perceived…

751

Abstract

Purpose

Drawing upon the consistency literature, the theory of visual rhetoric and social judgment of warmth and competence, this study examines the determinants and impacts of perceived interface design consistency in the context of charity websites.

Design/methodology/approach

To identify design factors of perceived interface design consistency, this study separates charity website interface design into two aspects: main appeal design (i.e. appeal quality) and peripheral design (i.e. image type). The authors designed a two (appeal quality: low vs high) × three (image type: control vs adults vs children) controlled lab experiment to investigate the effects of various interface choices. A total of 217 subjects participated in the experiment. The authors used structural equation model (SEM) analysis and analysis of covariance (ANCOVA) to test the research hypotheses.

Findings

This study found that appeal quality and human images increase perceived interface design consistency. The authors also found that the relationship between appeal quality and perceived interface design consistency is moderated by image type. Finally, the authors showed that perceived interface design consistency increases perceived warmth and competence of charity websites, which in turn affect intention to use the website for donations.

Originality/value

The authors’ findings provide novel insights for theory on consistency and interface design and practical implications for charity website designers by identifying determinants and consequences of perceived interface design consistency.

Details

Internet Research, vol. 33 no. 3
Type: Research Article
ISSN: 1066-2243

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Book part
Publication date: 12 January 2021

Michael Lounsbury, Deborah A. Anderson and Paul Spee

Volumes 70 and 71 of Research in the Sociology of Organizations combine to comprise cutting edge theory and empirical scholarship at the interface of practice and institution in…

Abstract

Volumes 70 and 71 of Research in the Sociology of Organizations combine to comprise cutting edge theory and empirical scholarship at the interface of practice and institution in organization studies. As we highlight, this interface has spurred particularly generative conversations with many open questions, and much to explore. We provide a review of scholarly developments in practice theory and organizational institutionalism that have given rise to this interest in building a bridge between scholarly communities. As signaled by recent efforts to construct a practice-driven institutionalism, we highlight how connecting practice theory with the institutional logics perspective provides a particularly attractive focal point for scholarship at this interface due to a variety of shared ontological and epistemological commitments, including the constitution of actors and their behavior. Collectively, the papers assembled unlock exciting opportunities to connect distinct, but related scholarly communities on practice and institution, seeding scholarship that can advance our understanding of organizational and societal dynamics.

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Book part
Publication date: 12 January 2021

Michael Lounsbury, Deborah A. Anderson and Paul Spee

Volumes 70 and 71 of Research in the Sociology of Organizations combine to comprise cutting edge theory and empirical scholarship at the interface of practice and institution in…

Abstract

Volumes 70 and 71 of Research in the Sociology of Organizations combine to comprise cutting edge theory and empirical scholarship at the interface of practice and institution in organization studies. As we highlight, this interface has spurred particularly generative conversations with many open questions, and much to explore. We provide a review of scholarly developments in practice theory and organizational institutionalism that have given rise to this interest in building a bridge between scholarly communities. As signaled by recent efforts to construct a practice-driven institutionalism, we highlight how connecting practice theory with the institutional logics perspective provides a particularly attractive focal point for scholarship at this interface due to a variety of shared ontological and epistemological commitments, including the constitution of actors and their behavior. Collectively, the papers assembled unlock exciting opportunities to connect distinct, but related scholarly communities on practice and institution, seeding scholarship that can advance our understanding of organizational and societal dynamics.

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Book part
Publication date: 29 August 2018

Paul A. Pautler

The Bureau of Economics in the Federal Trade Commission has a three-part role in the Agency and the strength of its functions changed over time depending on the preferences and…

Abstract

The Bureau of Economics in the Federal Trade Commission has a three-part role in the Agency and the strength of its functions changed over time depending on the preferences and ideology of the FTC’s leaders, developments in the field of economics, and the tenor of the times. The over-riding current role is to provide well considered, unbiased economic advice regarding antitrust and consumer protection law enforcement cases to the legal staff and the Commission. The second role, which long ago was primary, is to provide reports on investigations of various industries to the public and public officials. This role was more recently called research or “policy R&D”. A third role is to advocate for competition and markets both domestically and internationally. As a practical matter, the provision of economic advice to the FTC and to the legal staff has required that the economists wear “two hats,” helping the legal staff investigate cases and provide evidence to support law enforcement cases while also providing advice to the legal bureaus and to the Commission on which cases to pursue (thus providing “a second set of eyes” to evaluate cases). There is sometimes a tension in those functions because building a case is not the same as evaluating a case. Economists and the Bureau of Economics have provided such services to the FTC for over 100 years proving that a sub-organization can survive while playing roles that sometimes conflict. Such a life is not, however, always easy or fun.

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Healthcare Antitrust, Settlements, and the Federal Trade Commission
Type: Book
ISBN: 978-1-78756-599-9

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Case study
Publication date: 20 January 2017

Gad Allon, Jan Van Mieghem and Ilya Kolesov

HP sells configure-to-order products. With millions of part combinations going into an order, the challenge is deciding which parts to keep in the portfolio to balance costs with…

Abstract

HP sells configure-to-order products. With millions of part combinations going into an order, the challenge is deciding which parts to keep in the portfolio to balance costs with revenues. The case explains how one would approach this problem before product introduction, but focuses on managing the existing portfolio.

Students will develop a systematic, data-driven approach to decide on the best product portfolio to sell for a configure-to-order business. Which SKUs are candidates for a “global core” product offering? For an extended offering? For elimination?

Details

Kellogg School of Management Cases, vol. no.
Type: Case Study
ISSN: 2474-6568
Published by: Kellogg School of Management

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Book part
Publication date: 12 January 2021

Tammar B. Zilber

Borrowing from practice theory to enhance institutional theory has much potential. It may help institutional scholars reconnect with its constructivist, processual origins. Yet…

Abstract

Borrowing from practice theory to enhance institutional theory has much potential. It may help institutional scholars reconnect with its constructivist, processual origins. Yet previous attempts of borrowing across paradigmatic boundaries – both in organization studies and in institutional theory – teach us that borrowing is not a straightforward adoption. Instead, theories that cross known paradigmatic boundaries go through a process of translation, and may well get lost in the way. In this paper, the author focuses on methodology and points to impediments to the fruitful adoption of a practice-driven approach to institutionalization, and offers ways to overcome them. In particular, the author points to the need to change the focus from process as an outcome to the inner life of the process; capturing action in vivo and in situ; and finding ways to focus on practice yet not lose connection to its institutional context and implications.

Details

On Practice and Institution: Theorizing the Interface
Type: Book
ISBN: 978-1-80043-413-4

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Available. Content available
Book part
Publication date: 19 December 2016

Free Access. Free Access

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Strategic Marketing Management in Asia
Type: Book
ISBN: 978-1-78635-745-8

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Book part
Publication date: 6 September 2024

Julia Chin

How do participants navigate the sexual politics of multiracial dating and how does this relate to belonging? The results of this study illustrate that the 21 participants…

Abstract

How do participants navigate the sexual politics of multiracial dating and how does this relate to belonging? The results of this study illustrate that the 21 participants interviewed faced internal and external struggles and triumphs due to their mixed-race identity. For participants, trying to situate themselves into just one racial identity when they straddled both became a point of contention with romantic partners and themselves. Moreover, participants struggled with feeling like they were “enough” and if they belonged. Furthermore, mixed-race women and non-binary people were forced to navigate the racial expectations of others as well as the fetishization of their mixed-race identity. In turn, this impacted confidence levels, self-esteem, and sense of belonging and authenticity. The findings contribute to research on desirability and critical mixed-race studies by examining how mixed-race women and non-binary people perceive their own desirability.

Details

Embodiment and Representations of Beauty
Type: Book
ISBN: 978-1-83797-994-3

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