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Article
Publication date: 27 December 2011

Harald Wirtz

Networks have become an important organization form for creating and disseminating innovations in many sectors. Innovation networks can help to cope with the demands of increasing…

435

Abstract

Networks have become an important organization form for creating and disseminating innovations in many sectors. Innovation networks can help to cope with the demands of increasing competition and rapidly changing markets. This view has established also in the logistics sector. The objective of this treatise is to help readers understand the management of innovation networks based on a case study that examines how the DHL Group, one of the world's largest providers of logistics services, organizes its innovative activities with its network partners. The special focus is the network management and competitive advantages for DHL resulting form the network. The network of DHL Solutions & Innovations (DSI), a business unit in which the DHL Group bundles and coordinates its innovation activities, is described and analyzed. DSI utilizes a large international network of heterogeneous partners, which is largely being controlled through focal means and which is configured dynamically. Functions selection, allocation, regulation and evaluation are stringently organized within this innovation network and are highly formalized. The advantages of the chosen organizational format for the network are explained on the basis of the resource oriented approaches and the transaction cost theory.

Details

International Journal of Innovation Science, vol. 3 no. 4
Type: Research Article
ISSN: 1757-2223

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Article
Publication date: 21 December 2012

James Harrington and Frank Voehl

There is an ongoing need to explore opportunities and build a healthy and prosperous future, create new revenue streams and wealth, discover new solutions, and transform our…

139

Abstract

There is an ongoing need to explore opportunities and build a healthy and prosperous future, create new revenue streams and wealth, discover new solutions, and transform our organizations, industries, and societies. This need leads us to focus on innovation management. Through innovation management, order can be found in chaos, while nations, industries and economies can be pulled out of crisis. This will lead to a new foundation for growth and prosperity, which may be realized sooner rather than later.

Despite the growing awareness that innovation is the only sustainable source of growth, competitive advantage, and new wealth, the Council on Competitive Report [1] and a recent Arthur D. Little survey of 700 global companies and their executives found fewer than 25 percent of the companies believe innovation performance is where it needs to be if they are to be successful in the competitive global marketplace. Having tried endless alternatives, company leaders are now ready to accept innovation management as a key operational discipline, just as in the past they adopted the disciplines of quality, strategic planning, and performance management systems [2]. Innovation management is not a new concept in most organizations. However, the old tried and true ways, even those that may have worked in the past, are no longer adequate for the organizations of tomorrow. Across the board, organizations are engaged in new and exciting experiments to reinvent the way they conceptualise and create the future, because the old business-as-usual approaches have not produced the desired results [3].

Details

International Journal of Innovation Science, vol. 4 no. 4
Type: Research Article
ISSN: 1757-2223

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Article
Publication date: 30 July 2018

Christian Nordhorn, Anna Scuttari and Harald Pechlaner

The purpose of this paper is to explore customers’ emotions during a host–guest interaction at the reception desk of a hotel. Guests’ emotional responses are analyzed in real time…

874

Abstract

Purpose

The purpose of this paper is to explore customers’ emotions during a host–guest interaction at the reception desk of a hotel. Guests’ emotional responses are analyzed in real time to understand their link to behavior and levels of service and relationship quality.

Design/methodology/approach

To achieve this aim, 225 random customers experience six different types of interactions (scenarios) at a staged reception desk, representing a high/low service or relationship quality. The emotions provoked within guests are (video) recorded and analyzed with the help of SHORETM, a facial recognition software that processes four basic emotions derived from human muscular activity and calculates average emotional scores per scenario.

Findings

Results reveal that customers respond more positively to service than to relationship quality. Informal approaches to interacting with guests are mixed; they can both excite or irritate customers. As with existing evidence in service marketing research, the results found out through this study demonstrate that a good service recovery process seems to immediately generate more satisfied customers than do constant high-quality standards.

Research limitations/Implications

The main limitations are related to the semi-staged nature of social interactions, which might cause distortions in measuring emotions and limitations in the comparability of cases.

Practical Implications

Practical implications are directed to service designers and managers in hospitality to improve service design and ensure effective service recoveries.

Originality/value

This paper introduces a novel approach for assessing host–guest interactions in tourism based on a real-time emotional assessment of service and relationship quality in hospitality. Technologically advanced observation techniques enable in-depth analyses of actions and emotional responses between hosts and guests across time. New insights concerning service design and service recovery management are gained for practitioners and for future research.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 12 no. 2
Type: Research Article
ISSN: 1750-6182

Keywords

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Article
Publication date: 11 April 2016

Mirjam Körner, Corinna Lippenberger, Sonja Becker, Lars Reichler, Christian Müller, Linda Zimmermann, Manfred Rundel and Harald Baumeister

Knowledge integration is the process of building shared mental models. The integration of the diverse knowledge of the health professions in shared mental models is a precondition…

3594

Abstract

Purpose

Knowledge integration is the process of building shared mental models. The integration of the diverse knowledge of the health professions in shared mental models is a precondition for effective teamwork and team performance. As it is known that different groups of health care professionals often tend to work in isolation, the authors compared the perceptions of knowledge integration. It can be expected that based on this isolation, knowledge integration is assessed differently. The purpose of this paper is to test these differences in the perception of knowledge integration between the professional groups and to identify to what extent knowledge integration predicts perceptions of teamwork and team performance and to determine if teamwork has a mediating effect.

Design/methodology/approach

The study is a multi-center cross-sectional study with a descriptive-explorative design. Data were collected by means of a staff questionnaire for all health care professionals working in the rehabilitation clinics.

Findings

The results showed that there are significant differences in knowledge integration within interprofessional health care teams. Furthermore, it could be shown that knowledge integration is significantly related to patient-centered teamwork as well as to team performance. Mediation analysis revealed partial mediation of the effect of knowledge integration on team performance through teamwork.

Practical/implications

In practice, the results of the study provide a valuable starting point for team development interventions.

Originality/value

This is the first study that explored knowledge integration in medical rehabilitation teams and its relation to patient-centered teamwork and team performance.

Details

Journal of Health Organization and Management, vol. 30 no. 2
Type: Research Article
ISSN: 1477-7266

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Article
Publication date: 5 July 2021

Eman Abo ElHamd, Hamed Shamma, Mohamed Saleh and Ehab Elkhodary

The purpose of this paper is to close the gap between the theoretical nature of existing contributions in customer engagement value (CEV) and its need to practically empower…

1525

Abstract

Purpose

The purpose of this paper is to close the gap between the theoretical nature of existing contributions in customer engagement value (CEV) and its need to practically empower business decisions. This is done by proposing a framework that consists of three techniques, each of which combines the components of CEV to make it more comprehensive and applicable. The paper also reviews and analyzes the work that has been done so far in the area of CEV whether in business to business (B2B), business to consumer (B2C) or consumer to consumer (C2C) markets.

Design/methodology/approach

CEV is a comprehensive term that measures the total value of the customer through capturing his transactional and non-transactional behaviors. Hence, it is an essential term for measuring the value of the customer in direct marketing. This motivates researchers to compete in developing models to maximize CEV. Meanwhile, most of the existing models are conceptual and the majority of them lack applicability due to many reasons. First, these models relied on a linear version of the CEV model, hence double-counting the value of the customer; also they weighted the components of CEV equally, which is unrealistic. Finally, the effect of the environmental components in determining the engagement level of each customer was almost ignored. In this paper, two main contributions are presented. First, a summary and analysis of the contributions of the literature in the CEV field for different market types whether in B2C, B2B or C2C. Furthermore, three modifications are added to the existing models. The first model introduces a non-linear relationship of the components of CEV. The second model is a weighted linear model of these components. Finally, the third model adds the environmental factors to the CEV components. All the proposed models are theoretical in nature, however, these models are expected to show superiority when being applied to real data sets due to their ability to capture the complexity in the relationship between the firm and its customers in real-life situations. The proposed models are expected to attract the practitioners and other researchers and they both are encouraged to apply the proposed models on real-life data sets, test their performance, compare them against each other, to be able to apply each of them on the best suitable data set and business scenario.

Findings

Based on the review and analysis that has been done on about 87 papers, it is found that the majority of the contributions that have been done in the area of CEV are theoretical in nature, in spite of the effectiveness of CEV in empowering business decision. It is also found that few researchers proposed a set of theoretical comprehensive frameworks that combined CEV’s components together. Meanwhile, those frameworks are not practically applicable.

Research limitations/implications

Although the contribution of the proposed models expected to attract both researchers and practitioners, these are not applied to real-life case studies to prove their effectiveness.

Practical implications

The research in this paper has many industrial and managerial implications. First, it helps managers and decision takers to treat the customers as assets and cost-free resources who can work with the firm to achieve what’s both aims to (i.e. increase customer satisfaction and firm’s profitability). Second, it helps the firm to determine the total value of each customer and treat its customers accordingly. Third, it empowers the managers to do target marketing, based on grouping the customers upon their total engagement. This would save time and cost and for sure increase the profitability and customer satisfaction. Forth, the proposed models take into consideration not only the transactional behavior of the customers but also the non-transactional factors that play a significant role in formulating the relationship between the firm and its customers.

Originality/value

This is hereby to certify that the paper is original, neither the paper nor a part of it is under consideration for publication anywhere else. Also, this study has no conflicts of interest to disclose.

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Article
Publication date: 18 February 2025

Divya Divya, Savita Savita and Sandeepa Kaur

This paper aims to provide a conceptual framework containing SERVQUAL original dimensions and add two additional dimensions: patient satisfaction and loyalty in the hospital SQ…

2

Abstract

Purpose

This paper aims to provide a conceptual framework containing SERVQUAL original dimensions and add two additional dimensions: patient satisfaction and loyalty in the hospital SQ model that demonstrates the relationship between hospital service quality, patient satisfaction and loyalty from patients’ perspective.

Design/methodology/approach

This research conducted a thorough literature review using specific keywords and electronic databases, adhering to Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines. Through analysis, the key dimensions of service quality in Indian hospitals were identified, with the addition of patient satisfaction and loyalty as variables. Of 1,000 initially downloaded papers, 497 were included.

Findings

While many researchers rely on the SERVQUAL model, some introduce new or modified dimensions, often renaming existing ones. This study identifies the RATER factors as the main dimensions patients use to evaluate hospital services. This study finds a positive relationship between service quality, patient satisfaction and loyalty.

Practical implications

An understanding of how health-care service quality dimensions, directly and indirectly, affect patient satisfaction and loyalty is important for hospital marketing managers. This study helps them take action to improve patient satisfaction, which encourages patients to be loyal.

Originality/value

This research provides a comprehensive framework for measuring health-care service quality, combining SERVQUAL dimensions and new variables. This study offers useful insights for academics and health-care professionals, promoting more accurate measurement and enhancement of service quality. The use of PRISMA in this context is also innovative, as it is less common in administrative health-care research.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1750-6123

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Article
Publication date: 9 March 2018

Edwin N. Torres, Peter Lugosi, Marissa Orlowski and Giulio Ronzoni

Adopting a socio-spatial approach, this study develops a consumer-centric conception of service experience customization. In contrast to existing service customization research…

1768

Abstract

Purpose

Adopting a socio-spatial approach, this study develops a consumer-centric conception of service experience customization. In contrast to existing service customization research, which has focused on company-centric approaches, the purpose of this paper is to examine the practices through which consumers use, abuse, subvert, transform, or complement organizational resources to construct their consumption experiences.

Design/methodology/approach

The empirical context for this study is a Meetup group: a consumer network organized around members’ shared interests and activities in theme parks. The research utilized participant observation of members’ face-to-face activities during two years and over 80 events, interviews with key informants, and content analysis of online interactions.

Findings

The findings outline how consumers interact across physical and virtual spaces utilizing technologies and material objects. The data are used to propose a new consumer-centric conceptualization of experience customization, distinguishing between three modes: collaborative co-production, cooperative co-creation, and subversive co-creation.

Originality/value

It is argued that the three modes of customization provide a way to understand how consumers mobilize and (re)deploy organizational resources to create experiences that may complement existing service propositions, but may also transform them in ways that challenge the service provider’s original goals and expectations. Furthermore, this study identifies the factors that shape which modes of customization are possible and how they are enacted. Specifically, the discussion examines how experiential complexity, governability, the compatibility of consumer and organizational practices, and the collective mobilization of resources may determine the scope and form of customization.

Details

Journal of Service Management, vol. 29 no. 2
Type: Research Article
ISSN: 1757-5818

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