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Article
Publication date: 1 March 1995

Kenneth E. Clow and John L. Beisel

Service firms operating on low margins per transaction mustgenerate a high volume of business to survive the competitiveenvironment of the 1990s. Firms must raise the expectations…

2436

Abstract

Service firms operating on low margins per transaction must generate a high volume of business to survive the competitive environment of the 1990s. Firms must raise the expectations of consumers to increase patronage, then successfully meet these expectations. Examines the antecedents to consumer expectations of low‐margin, highvolume service firms, and gives managerial implications, illustrating how to manage a service firm, successfully operating on low margins successfully.

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Article
Publication date: 1 February 1969

ROBERT B. BRUMBAUGH

This paper, which is a structural‐functional attempt to explain a restricted domain of interpersonal perception within the school as an organization, presents some of the author's…

38

Abstract

This paper, which is a structural‐functional attempt to explain a restricted domain of interpersonal perception within the school as an organization, presents some of the author's findings as a clue to one possible effect of the hierarchically contrived authority system of the school on certain of the organizational participants' perceptions of one another. If the findings and theory are valid, they may help to explain one of the explicit ways in which the school may he exploitive of the individual—exploitive in the sense that not all of the individual's interpersonal needs may be equally relevant to the organization's strivings towards goal attainment. The economy necessarily associated with organizational goal attainment and the resulting expediency for an adequate flow of organizational authority may operate to induce a lack of organizational recognition of certain of the individual's vital interpersonal needs. The author proposes his notes toward a theory in an effort to explain how and why people come to perceive certain other people as they do within the context of the school as an organization.

Details

Journal of Educational Administration, vol. 7 no. 2
Type: Research Article
ISSN: 0957-8234

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Book part
Publication date: 12 August 2009

Roger Friedland

This chapter explores institution as a religious phenomenon. Institutional logics are organized around relatively stable congeries of objects, subjects, and practices…

Abstract

This chapter explores institution as a religious phenomenon. Institutional logics are organized around relatively stable congeries of objects, subjects, and practices. Institutional substances, the most general object of an institutional field, are immanent in the practices that organize an institutional field, values never exhausted by those practices, and practices premised on a practical belief in that substance. Like religion, an institution's practices are ontologically rational, that is, tied to a substance indexed by the conjunction of a practice and a name. Institutional substances are not loosely coupled, ceremonial, legitimating exteriors, but unquestioned, constitutive interiors, the sacred core of each field, unobservable, but socially real.

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Institutions and Ideology
Type: Book
ISBN: 978-1-84855-867-0

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Article
Publication date: 1 July 1993

James R. Lowry and Russel G. Wahlers

Examines the influence of several size‐related factors on retailmanagement′s choice of the organization′s functional division structureand multiunit operating system based on data…

756

Abstract

Examines the influence of several size‐related factors on retail management′s choice of the organization′s functional division structure and multiunit operating system based on data collected from a sample of retail department store personnel managers in the United States. Suggests that the retail organization′s size and the number of functional divisions employed are directly related. After nearly two‐thirds of a century, department stores continue to use the basic functional‐division organization developed by Paul Mazur which has been modified into a model that includes: merchandising, publicity and promotion, store operations, finance and control, and personnel. The study further reveals a link between the organization′s size and retail management′s choice of a multiunit operating system. Implications are provided to assist management in evaluating the appropriateness of the firm′s functional division structure and operating system in response to several key factors.

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International Journal of Retail & Distribution Management, vol. 21 no. 7
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 17 April 2009

Nancy Bouranta, Leonidas Chitiris and John Paravantis

The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality.

31847

Abstract

Purpose

The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality.

Design/methodology/approach

The study focuses on the restaurant industry in Greece. Waiters are considered as internal customers and kitchen personnel as internal suppliers. Inferential analysis included factor analysis on individual waiter and customer data as well as canonical correlation analysis on a restaurant level.

Findings

Factor analysis of external service quality revealed six factors including product, organizational image, safety and choice, empathy, reliability as well as responsiveness. Internal service quality factors, additional to those found in external service quality research, included professionalism and internet. Canonical correlation revealed that the internal service quality dimensions of safety, reliability and internet exert a direct positive influence on the external service quality dimensions of organizational image, empathy and responsiveness.

Originality/value

The paper shows that service firms should focus on internal service quality in order to improve external service quality.

Details

International Journal of Contemporary Hospitality Management, vol. 21 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 May 1944

A clamp comprising in combination a guide having parallel upper and lower members and inter‐connecting side member forming a closed guide frame, said lower member carrying a plane…

23

Abstract

A clamp comprising in combination a guide having parallel upper and lower members and inter‐connecting side member forming a closed guide frame, said lower member carrying a plane clamping surface, a plunger passing through the said lower member of said frame, a second plane clamping surface carried on one end of said plunger and positioned adjacent said first mentioned clamping surface carried by said frame, a spring in said guide frame surrounding said plunger and extending between said lower member and an abutment carried by said plunger adapted normally by applying force between said lower member and said abutment to force said clamping surfaces together and means carried by said plunger and movably associated with said frame to compress said spring and force said clamping surfaces apart whereby they may be placed over objects to be clamped.

Details

Aircraft Engineering and Aerospace Technology, vol. 16 no. 5
Type: Research Article
ISSN: 0002-2667

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Book part
Publication date: 21 December 2010

Michael Jensen

This study focuses on how the creation of a new market identity, defined here by the social categories that specify what to expect of products and organizations, helps legitimize…

Abstract

This study focuses on how the creation of a new market identity, defined here by the social categories that specify what to expect of products and organizations, helps legitimize normatively illegitimate products and thereby facilitate the formation of markets for these products. A product is given a legitimate market identity by recombining existing product and status categories in a way that is both isomorphic with and differentiated from these preexisting categories. I argue that the creation of a new market identity helped create a market for feature films that combined legitimate comedy and illegitimate pornography following the legalization of pornography in Denmark in 1969. Topological analyses of the cultural content of all the film posters used to promote Danish films between 1970 and 1978, and regression analyses of the status of the actors appearing in these films document the importance of market identity in legitimizing illegitimacy.

Details

Categories in Markets: Origins and Evolution
Type: Book
ISBN: 978-0-85724-594-6

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Article
Publication date: 29 July 2014

Carmen Padin and Goran Svensson

The purpose of this paper is to describe a framework and illustration to assess and manage the perceived content and experiences in hospitality processes through the lens of…

923

Abstract

Purpose

The purpose of this paper is to describe a framework and illustration to assess and manage the perceived content and experiences in hospitality processes through the lens of teleological actions. Teleological actions are movements into the future that are believed to move either towards a predictable/known or unpredictable/unknown state or condition: transformative – ad hoc and present-based actions; formative – pre-determined and past-based actions; and rationalist – goal-directed and future-based actions.

Design/methodology/approach

A framework of teleological actions and its underlying logic illustrates how critical hospitality processes may be assessed and managed in both research and practice.

Findings

The lens of teleological actions offers a non-traditional and unusual, potentially unique, perspective on hospitality processes. It reveals additional insights to assess and manage critical incidents in hospitality processes between service providers and service receivers.

Research limitations/implications

Assessing and managing hospitality processes through the lens of teleological actions makes both a contribution to and provides opportunities for further research in the field of hospitality management.

Practical implications

It opens up the possibility of examining different hospitality processes based upon the lens of teleological actions. It provides interesting and valuable insights in relation to contemporary approaches to assess and manage critical incidents in the literature of hospitality processes.

Originality/value

It sheds a different and additional light upon current theory and practice in hospitality management. It explicitly addresses the meaning of time and how to relate to the content and experiences of previous, current and forthcoming hospitality processes.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 8 no. 3
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 3 June 2020

Beomjoon Choi and Hyun Sik Kim

The current study aims to explore the relationships between three kinds of customer-to-customer (C2C) interaction quality and brand loyalty via customer promotion and prevention…

1460

Abstract

Purpose

The current study aims to explore the relationships between three kinds of customer-to-customer (C2C) interaction quality and brand loyalty via customer promotion and prevention emotions.

Design/methodology/approach

In order to test the model, we gathered self-administered data through an online survey. The relationships were examined using structural equation modelling (SEM).

Findings

The findings show that the influence of customer-to-customer interaction quality on promotion/prevention emotion varies: friend-interaction quality evokes both promotion emotion (high-arousal feelings) and prevention emotion (low-arousal feelings), whereas neighbouring customer-interaction quality elicits promotion emotion, and audience-interaction quality elicits prevention emotion. Moreover, the findings show that enhancing both promotion and prevention emotions is crucial to improve customer attitudinal loyalty in mass service settings, and the strength of the link from promotion emotion to attitudinal loyalty is stronger than that from prevention emotion.

Practical implications

The authors suggest that marketers should focus on facilitating effective friend- and neighbouring customer-interaction to enhance promotion emotion.

Originality/value

The paper contributes to a stream of research on customer-to-customer interaction by exploring the relative influences of three kinds of customer-to-customer interaction quality on customer attitudinal loyalty via post-consumption emotions.

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Article
Publication date: 11 April 2023

Bernardo Bignetti, Ana Clara Aparecida Alves de Souza and Maira Petrini

This study demonstrates a practical use of Actor-Network Theory (ANT), showing methodological, predictive and unforeseen issues that emerged during the data collection and…

704

Abstract

Purpose

This study demonstrates a practical use of Actor-Network Theory (ANT), showing methodological, predictive and unforeseen issues that emerged during the data collection and analysis phases and how they were addressed during the development of this research.

Design/methodology/approach

Based on the research of reapplication of a “tecnologia social” (TS) of entrepreneurial education, this article explores the author’s reflections on the adoption of ANT as a theoretical-methodological approach, highlighting the practical implications of a social material theory during fieldwork.

Findings

The adoption of ANT places the researcher in front of methodological issues not always foreseen in the research design. Four moments to a practical path through the engagement of ANT agency are highlighted: the network of actors, monitoring of actors, interpretation of data collected and writing results. These moments correspond to methodological issues that the authors faced during the practical journey of the research. At each moment, the challenge aroused is discussed and the methodological choice chosen to address the issue is presented.

Originality/value

The engagement with ANT has enormous potential in the study of management and organizations phenomenon, but its methodological implications in practice are still challenging. The authors seek to share this investigation and engagement in ANT so that other researchers have a reference and a starting point to employ and engage in this theoretical-methodological lens. Thus, it may be possible to anticipate certain difficulties in future research designs and to glimpse at potential developments and paths that the research may lead.

Details

Qualitative Research in Organizations and Management: An International Journal, vol. 18 no. 2
Type: Research Article
ISSN: 1746-5648

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