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Article
Publication date: 14 August 2017

Wei Wei, Li Miao, Liping A. Cai and Howard Adler

The purpose of this study is to explore how event attendees experience interactive encounters in the most competitive segment of the business sector of events – conferences.

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Abstract

Purpose

The purpose of this study is to explore how event attendees experience interactive encounters in the most competitive segment of the business sector of events – conferences.

Design/methodology/approach

A total of 26 in-depth personal interviews was conducted with previous conference attendees. Line-by-line open coding, axial coding and selective coding are performed.

Findings

This study develops a framework for experiences during customer–customer encounters (CCEs), which presents a dual motivational structure that explains one’s participation in CCEs, a classification of typical CCEs, four processes that one experiences during CCEs and three levels of situational factors that influence experiences during CCEs.

Originality/value

This study makes one of the first attempts to propose a multidimensional conceptualization of CCE experiences using an attendee perspective. Beyond the utilitarian and social benefits, this study suggests that it is important for event studies to explore the psychological and emotional meanings of CCE experiences through an experiential lens and that the competitive battleground in event industry should lie in staging memorable experiences during CCEs.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 8
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 12 December 2018

Susan Gordon, Chun-Hung (Hugo) Tang, Jonathon Day and Howard Adler

This paper aims to examine whether employee subjective well-being acts as a mediator in the relationship between perceived supervisor support and turnover intention within the…

3571

Abstract

Purpose

This paper aims to examine whether employee subjective well-being acts as a mediator in the relationship between perceived supervisor support and turnover intention within the context of select-service hotels.

Design/methodology/approach

The sample included hourly employees in select-service hotels in the Midwest USA. The significance of the relationships was assessed using regression, and both the Sobel test and bootstrapping methods were performed to test the mediating effect of subjective well-being on the relationship between perceived supervisor support and turnover intention.

Findings

The results confirm subjective well-being acted as a partial mediator in the relationship between supervisor support and turnover intention. Employees who perceive higher levels of support from their supervisors are less likely to leave their organizations. At the same time, supervisor support also positively affects subjective well-being, which reduces turnover intention.

Practical implications

Actions by supervisors’ impact the well-being of their employees, which in turn may influence whether an employee stays with the organization. Organizations could use management training and employee feedback on supervisor support to improve employee support mechanisms. Organizations should also pay attention to improving employee subjective well-being beyond the work place. Improving the well-being of employees and supporting employees can help reduce turnover and may increase employee satisfaction, guest satisfaction and profits.

Originality/value

This study is the first to show that subjective well-being mediates the relationship between supervisor support and turnover intention; and one of the few within the hospitality context to examine the constructs of subjective well-being, supervisor support and turnover together.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 13 May 2019

Xiaolin Shi, Jonathon Day, Susan Gordon, Liping Cai and Howard Adler

The purpose of this paper is to examine visitors’ motivations for going to the South Luogu Alley, a famous hutong with an over 700-year history in Beijing, China.

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Abstract

Purpose

The purpose of this paper is to examine visitors’ motivations for going to the South Luogu Alley, a famous hutong with an over 700-year history in Beijing, China.

Design/methodology/approach

The study applied a self-administered questionnaire to collect data from visitors on the main street of the South Luogu Alley.

Findings

It was found that most visitors of the hutong are casual tourists pursuing relaxation, including tension release and spending time with friends and family; seeking authenticity is not visitors’ most important motivation.

Research limitations/implications

This study used only one hutong to assess visitors’ motivations in hutong tourism, so the results may not be applicable to all hutongs.

Practical implications

The research on the demographics and different motivations of the South Luogu Alley visitors can be useful to managers of tourism-related organizations.

Social implications

This study shows that tourists with different motivations for visiting a hutong have varying requirements for authenticity. The reconstruction of some historical hutongs is not always perceived as negative, and the influence of Western cultural elements can be seen as positive if they contribute to the sustainable development of the local culture.

Originality/value

The term “hutonger,” which includes casual visitors, entertainment seekers, authenticity seekers and pure escapees, based on these respective motivations, is introduced to describe the specific groups of hutong visitors and contribute to the hutong tourism literature.

Details

Journal of Hospitality and Tourism Insights, vol. 2 no. 2
Type: Research Article
ISSN: 2514-9792

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Article
Publication date: 1 February 1974

Frances Neel Cheney

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 37203. Mrs. Cheney does not sell the books listed here. They are…

411

Abstract

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.

Details

Reference Services Review, vol. 2 no. 2
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 17 September 2019

Rachel Ivy Clarke and Sayward Schoonmaker

The purpose of this paper is to investigate what metadata elements for access points currently exist to represent diverse library reading materials, either in libraries or from…

2907

Abstract

Purpose

The purpose of this paper is to investigate what metadata elements for access points currently exist to represent diverse library reading materials, either in libraries or from external sources, as well as what metadata elements for access points are currently not present but are necessary to represent diverse library reading materials.

Design/methodology/approach

A field scan of thirteen contemporary metadata schemas identified elements that might serve as potential access points regarding the diversity status of resource creators as well as topical or thematic content. Elements were semantically mapped using a metadata crosswalk to understand the intellectual and conceptual space of the elements. Element definitions and application of controlled vocabularies were also examined where possible to offer an additional context.

Findings

Metadata elements describing gender, occupation, geographic region, audience and age currently exist in many schemas and could potentially be used to offer access to diverse library materials. However, metadata elements necessary to represent racial, ethnic, national and cultural identity are currently not present in specific forms necessary for enabling resource access and collection assessment. The lack of distinct elements contributes to the implicit erasure of marginalized identities.

Originality/value

The search for metadata describing diversity is a first step toward enabling more systematic access to diverse library materials. The need for systematic description of diversity to make visible and promote diverse materials is highlighted in this paper. Though the subject of this paper is library organization systems and, for clarity, uses terms specific to the library profession, the issues present are relevant to all information professionals and knowledge organization systems.

Details

Journal of Documentation, vol. 76 no. 1
Type: Research Article
ISSN: 0022-0418

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Article
Publication date: 23 August 2013

Edwin N. Torres, Howard Adler, Xinran Lehto, Carl Behnke and Li Miao

The present study aimed to understand the relationships between the various kinds of feedback received by hospitality operators. Information from guests, experts, and internal…

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Abstract

Purpose

The present study aimed to understand the relationships between the various kinds of feedback received by hospitality operators. Information from guests, experts, and internal sources are often received, valued, and processed in various ways. The researchers sought to further explore the usage of such feedback and implications for theory and practice.

Design/methodology/approach

A survey was sent to hotel general managers of four‐ and five‐diamond properties around the USA using the listing of the American Automobile Association (AAA). A total of 140 responses were received. The researchers utilized correlations and canonical correlation analysis to help understand the relationships among the variables.

Findings

The results of the study revealed moderate to strong correlations between improvement in consumer‐generated feedback and customer satisfaction; between improvement in AAA ratings and customer satisfaction and mystery shopping scores. There were also moderate to high correlations among value placed in consumer‐generated and that placed on other electronic forms of electronic feedback such as social networking, blogs, and online travel agency feedback. Canonical correlation was also performed among the variables in the various correlation matrices. Two statistically significant dimensions emerged. The most influential variables in the first dimension were value placed on TripAdvisor and value placed on meeting planner feedback. The second dimension featured three influential variables: value placed on reviews in TripAdvisor, value placed on social networking, and perceived improvement in consumer‐generated ratings.

Practical implications

The present research revealed two distinct sets of general managers: those who have a strong preference towards online feedback and those who place greater value in traditional sources of feedback such as letters from customers. Additionally, the researchers discovered some similarities between improvement in scores of experts and consumers. This in turn, points out to the existence of some universal aspects of service that appeal to both stakeholder groups. The different levels of value placed on various kinds of feedback points out to the need for tourism and hospitality operators to adopt a more comprehensive strategy to collect, analyze, and take appropriate actions based on such information.

Originality/value

The researchers contribute to the nascent literature on consumer‐generated feedback by exploring its relationship to other variables. Furthermore, the study of various sources of feedback (i.e. guests, experts, and operators) is often studied separately in the tourism literature. It was the aim of this study to explore all of these together in order to better understand their relationships, value, and uses.

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Article
Publication date: 16 March 2015

DongHee Kim, SooCheong (Shawn) Jang and Howard Adler

The purpose of this paper is to determine hidden drivers of electronic word-of-mouth (eWOM) by modeling attributes of self-relevant and quality-relevant values. This is a…

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Abstract

Purpose

The purpose of this paper is to determine hidden drivers of electronic word-of-mouth (eWOM) by modeling attributes of self-relevant and quality-relevant values. This is a meaningful extension of previous consumer behavior research regarding the association of eWOM and self-constructs.

Design/methodology/approach

An on-site survey was conducted to collect data. Statistical analyses, including structural equation modeling and multigroup analysis, were used to empirically examine which factors significantly influence café customers to engage in eWOM.

Findings

The study found significant drivers of eWOM intentions by examining self-relevant values connected with the café, such as conveying reflected appraisal of self, conspicuous presentation and self-image congruity beyond the simple evaluation of service quality. The moderating effect of consumer opinion leadership on the relationships between those drivers and eWOM intentions was also investigated.

Practical implications

The results demonstrated that consumers’ self-construal value was a salient diver of eWOM intentions rather than service quality value itself. However, the findings showed that these service qualities positively influenced opinion leaders’ eWOM intentions to generate information. This makes an important contribution by providing practical messages for foodservice operators to develop more effective marketing strategies.

Originality/value

The present research extends our understanding of the drivers of eWOM beyond the idea that eWOM simply reflects perceived quality evaluations. The authors found that consumers can construct a self-identity and present themselves to others in the virtual world by showing “what they eat or experience”.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 April 2000

Kimmo Riusala and Vesa Suutari

The relationship between foreign assignment and career development has been stated to be unclear, and further research has been called for with regard to career challenges and…

11161

Abstract

The relationship between foreign assignment and career development has been stated to be unclear, and further research has been called for with regard to career challenges and career management programmes of expatriates. Furthermore, today an extensive proportion of marriages are dual‐career partnerships with both partners employed, and thus a need to take this into account has been stressed in expatriate literature. The present study covers these issues based on the experiences of about 300 Finnish expatriates. Career arrangements after repatriation was a very prominent concern among expatriates. On the other hand, the results also indicate that career‐related support practices were not very common in this sample, but there was clear inconsistency between perceived necessity and actual use of these programmes. Dual‐career couples’ career considerations played a central role as in the case of expatriates. However, dual‐career support was not commonly available although it was again seen as necessary.

Details

Career Development International, vol. 5 no. 2
Type: Research Article
ISSN: 1362-0436

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Book part
Publication date: 11 April 2005

Michael J. Handel

In the last 20 years wage inequality in the United States has grown significantly. At the same time, the increased popularity of employee involvement or the so-called…

Abstract

In the last 20 years wage inequality in the United States has grown significantly. At the same time, the increased popularity of employee involvement or the so-called high-performance work practices seems to offer opportunities for more skilled, autonomous, and participatory work. For many, this is a positive alternative to low-wage jobs, though others suggest that such jobs may raise skill requirements sufficiently to leave many workers behind and thereby contribute to growing inequality. Yet others are more critical and view participatory work systems as merely a method of work intensification. This paper examines the impact of participative work systems on workers’ wages and generally finds modest evidence of significant effects.

Details

Worker Participation: Current Research and Future Trends
Type: Book
ISBN: 978-0-76231-202-3

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Article
Publication date: 1 December 2001

Nancy J. Adler, Laura W. Brody and Joyce S. Osland

Makes the case that companies intending to become globally competitive must recruit and develop the most talented people, men and women. Describes the experience of one company in…

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Abstract

Makes the case that companies intending to become globally competitive must recruit and develop the most talented people, men and women. Describes the experience of one company in developing women for global leadership positions. Shows how this initiative integrated organizational development, team and network building and individual leadership development.

Details

Cross Cultural Management: An International Journal, vol. 8 no. 3/4
Type: Research Article
ISSN: 1352-7606

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