Search results

This paper aims to understand the relationship between employee satisfaction and customer satisfaction and its impacts on the long-term sustainability of Hemsedal Ski Resort, Norway.

This study uses a mixed method approach. Focusing on the case of Hemsedal, Norway, the authors employ survey design to measure employee service attitudes as well as guest satisfaction and loyalty. Correlation analysis and structural equation modeling (SEM) analysis is used to investigate the relationships between the constructs.

Results from the four-year programme reveal that the correlation between employee service attitude and customer experience is strongest for behavioural loyalty which was found to have a direct and observable effect for the customer and that working to teach and train employees is important. Further, results showed that guest satisfaction with service not only influenced loyalty to the company that provided the service, but also loyalty to the destination where the company was situated. In explaining the relationships between levels of employee service attitude, customer satisfaction and community sustainability at Hemsedal ski resort, results showed that through partnership and cooperation, training and development have benefitted the individual companies, the destination and local community at large.

Results suggest that managers of tourism destinations should focus on employee motivation and training to improve their guests’ satisfaction and loyalty, their competitiveness and sustainability for the future.

The Service Excellence Project at Hemsedal, Norway demonstrates that mountain destinations can have a positive influence on their competitiveness and their sustainability by instituting a programme that works with employees, customers and businesses to promote a climate of service excellence.

The purpose of this paper is to investigate the proposition that there is a symbiosis effect for exchanges between household waste recycling systems (HWRSs) and household recycling behaviour (HRB) within the reverse logistics (RL) discourse.

The paper contains empirical findings from a two phase, multi-method approach comprising consecutive inductive and deductive investigations. The qualitative and quantitative data underpin exploratory and explanatory findings which broaden and deepen the understanding of this phenomenon.

Analysis identified significant interactions between situational and personal factors, specifically demographic factors, affecting HRB with key factors identified as engagement, convenience, availability and accessibility.

Findings confirm the existence of a symbiosis effect between situational and personal factors and inform current research trends in the environmental sciences, behavioural and logistics literature, particularly identifying consumers as being an important pivot point between forward and RL flows.

Findings should inform RL-HWRSs design by municipalities looking to more effectively manage MSW and enhance recycling and sustainability. RL practitioners should introduce systems to support recovery of MSW in sympathy with communication and education initiatives to affect HRB and should also appreciate a symbiosis effect in the design of HWRSs.

The social implications of improved recycling performances in municipalities are profound. Even incremental improvements in the performance of HWRSs can lead to enhanced sustainability through higher recycling rates, reduced diversion of MSW to landfill, decreases in pollution levels, reduced carbon footprints and reduction in depletion of scarce natural resources.

The paper marks an early contribution to the study of symbiosis in HWRSs and HRB pertaining to RL. Findings are offered that identify the key situational and personal factors that interact to affect enhanced HWRSs and also offer insights above those available in current multi-disciplinary literature that has largely examined such factors in isolation. Conclusions offer the possibility of an epistemological bridge between the social and natural sciences.

This case study explores how a service development, such as an intermediate care scheme, can be delivered through a partnership of learning organisations, how it can be translated naturally from project to mainstream phase and how the objectives of the service can be extended to meet the objectives of the wider regeneration partnership. It further considers how success in regeneration impacts beneficially on health improvement.

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb001093. When citing the article, please cite: John Hull, Bill Alexander, (1976), “The Impact of Inflation on Corporate Financial Performance”, Management Decision, Vol. 14 Iss: 1, pp. 7 - 16.

The purpose of this paper is to apply pragmatic and practical perspectives to the transferability of research findings by examining the potential of structuration to serve as the relationship marketing meta‐theory.

The paper revisits the advanced subjectivist critique of functionalism as the dominant research paradigm before challenging the apparent fortification of the interpretivist paradigm and, in so doing, highlights interpretivism's weaknesses when dealing with social structures.

With the proposed model, relationship marketing researchers, using structuration theory, can recognize the temporal and spatial specificity – and thereby transferability – of interactions and relationships. Structuration is academically rigorous and pragmatic, because it avoids the distraction of the largely academic paradigm wars.

By addressing the often‐noted spatial and temporal limitations of relationship marketing research, this research responds to calls for longitudinal research. The model offers the potential for examining historical interactions and relationships to gain insight into the constraining and enabling forces of social structures.

The use of a multi‐paradigm perspective is more pragmatic than a single paradigm investigation. Using structuration as that multi‐paradigm perspective, a relationship marketing researcher can gain greater insight into the spatial and temporal specificity and transferability of research findings. Researchers thus may assess the limitations of implementing marketing practice on the basis of the findings they gain from one space and time context in a different space and time context.

A paper discussing structuration is a rarity among marketing literature. This paper is the first to outline the potential use of structuration as the meta‐theory in relationship marketing research.

John L. Seaton & Co. Ltd. of Bankside, Hull, technical vegetable oil refiners and processors, have opened a new £1m. oxidising, boiling, blending and storage department, replacing the one totally destroyed by fire in 1978.

The purpose of this paper is to illustrate an optimisation method, and resulting insights, for minimising total logistics-related carbon emissions for end-to-end supply chains.

The research is based on two real-life UK industrial cases. For the first case, several alternative realistic routes towards the UK are analysed and the optimal route minimising total carbon emissions is identified and tested in real conditions. For the second case, emissions towards several destinations are calculated and two alternative routes to southern Europe are compared, using several transport modes (road, Ro-Ro, rail and maritime). An adapted Value Stream Mapping (VSM) approach is used to map carbon footprint and calculate emissions; in addition Automatic Identification Systems (AIS) data provided information for vessel specification allowing the use of more accurate emission factors for each shipping leg.

The analysis of the first case demonstrates that end-to-end logistics-related carbon emissions can be reduced by 16-21 per cent through direct delivery to the UK as opposed to transhipment via a Continental European port. The analysis of the second case shows that deliveries to southern Europe have the highest potential for reduction through deliveries by sea. Both cases show that for distant overseas destinations, the maritime leg represents the major contributor to CO₂ emissions in the end-to-end supply chain. It is notable that one of the main apportionment approaches (that of Defra in the UK) generate higher carbon footprints for routes using Ro-Pax vessels, making those not optimal. The feasibility of the optimal route was demonstrated with real-life data.

This research used real-life data from two UK companies and highlighted where carbon emissions are generated in the inbound and outbound transport chain, and how these can be reduced.

THE purpose of this paper is to examine the ways in which managerial ages may affect a company's growth rate. A brief discussion of the possible links between age of management and company growth is followed by presentation of the results of an empirical investigation of four UK Industries and fifty large US corporations.

Numerical techniques and experimental methods for the electrical characterisation and design of large multilayer thick film circuit boards are discussed. The numerical techniques investigated here include the boundary element and finite element methods for the estimation of capacitance and inductance and the method of normal modes for the analysis of voltage crosstalk between coupled transmission lines. Three‐dimensional capacitance and inductance calculations are included for typical thick film signal line and power and ground grid plane configurations. Numerical results are compared with measured data obtained from carefully constructed test coupons. Electrical characteristics of several popular high speed logic families and their compatibility with multilayer thick film interconnects are discussed and guidelines for the design of large thick film circuit boards for high speed digital applications are presented.