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Article
Publication date: 10 May 2021

Philip Davies, Glenn Parry, Laura Anne Phillips and Irene C.L. Ng

The purpose of this paper is to explore the interplay between firm boundary decisions and the management of both efficiency and flexibility and the implications this has for…

745

Abstract

Purpose

The purpose of this paper is to explore the interplay between firm boundary decisions and the management of both efficiency and flexibility and the implications this has for modular design in the provision of advanced services.

Design/methodology/approach

A single case study in the defence industry employs semi-structured interviews supplemented by secondary data. Data are analysed using thematic analysis.

Findings

The findings provide a process model of boundary negotiations for the design of efficient and flexible modular systems consisting of three phases; boundary ambiguity, boundary defences and boundary alignment.

Practical implications

The study provides a process framework for boundary negotiations to help organisations navigate the management of both-and efficiency and flexibility in the provision of advanced services.

Originality/value

Drawing upon modularity, paradox and systems theory, this article provides novel theoretical insight into the relationship between firm boundary decisions and the management of both-and efficiency vs. flexibility in the provision of product upgrade services.

Details

International Journal of Operations & Production Management, vol. 41 no. 5
Type: Research Article
ISSN: 0144-3577

Keywords

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Article
Publication date: 4 December 2023

Frédéric Ponsignon, Laura Phillips, Philip Smart and Nicholas Low

This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals.

325

Abstract

Purpose

This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals.

Design/methodology/approach

Case-based research is undertaken to inform the design of service delivery systems for prevention-oriented consumption goals. Data from multiple informants, from both the provider and customer perspective, in two in-depth case studies, provide empirical insights.

Findings

Drawing on customer and provider perspectives, a model of service design for prevention-oriented goals is presented. The model is informed through the identification of service delivery system characteristics (facility layout, staff service orientation, facility appearance and staff presence/appearance) and perceived experience quality dimensions (control, duration, privacy and reliability impressions) that contribute to the fulfilment of prevention-oriented consumption goals.

Practical implications

The research affirms that it is critical for organisations to comprehend the goals they want their service delivery systems to enable in the customer experience. Specific attention should be given to the design of facility layout, staff-service orientation, facility appearance, staff presence/appearance to positively impact perceived quality dimensions and to facilitate the realisation of customer prevention goals.

Originality/value

The main research contribution lies in the articulation of the design characteristics of the service delivery system that enables a customer experience supporting the fulfilment of prevention goals. The empirical study draws on both customer and organisational perspectives to identify prevention-oriented goals, and corresponding experience quality dimensions, to inform service delivery system design.

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Article
Publication date: 29 November 2018

Frederic Ponsignon, Andi Smart and Laura Phillips

The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it…

1635

Abstract

Purpose

The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it as a frame to explore dimensions of experience quality that inform design requirements.

Design/methodology/approach

This study utilises UK Patient Opinion data to analyse the stories of 200 cancer patients. Using a critical incident technique, 1,207 attributes of experience quality are generated and classified into 17 quality dimensions across five stages of the customer (patient) journey.

Findings

Analysis reveals both similarity and difference in dimensions of experience quality across the patient journey: seven dimensions are common to all five journey stages, from receiving diagnosis to end of life care; ten dimensions were found to vary, present in one or several of the stages but not in all.

Research limitations/implications

Limitations include a lack of representativity of the story sample and the impossibility to verify the factual occurrence of the stories.

Practical implications

Adopting a patient journey perspective can improve the practitioner understanding of the design requirements of SDS in healthcare. The results of the study can be applied by managers to configure SDS that achieve a higher quality of patient care throughout the patient journey.

Originality/value

This paper extends existing literature on SDS design by adopting a customer journey perspective, revealing heterogeneity in experience quality across the customer journey currently unaccounted for in SDS design frameworks. Specifically, the findings challenge homogeneity in extant SDS design frameworks, evidencing the need for multiple, stage-specific SDS design requirements.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 10
Type: Research Article
ISSN: 0265-671X

Keywords

Available. Open Access. Open Access
Article
Publication date: 31 March 2023

Michela Tinelli, Dominic Ashley-Timms, Laura Ashley-Timms and Ruth Phillips

This article reports the results of a randomized field experiment that tested the effects of a new business intervention among managers of small- and medium-sized enterprises…

2607

Abstract

Purpose

This article reports the results of a randomized field experiment that tested the effects of a new business intervention among managers of small- and medium-sized enterprises (SMEs) in England.

Design/methodology/approach

Individual managers (learners) were randomly assigned in clusters (companies) to either an intervention group (265 learners; 40 SMEs) receiving a novel virtual, blended training program designed to stimulate a change in management behavior or a no-intervention group (118 learners; 22 SMEs).

Findings

The results show that the primary objective of changing management behavior to use more of an Operational Coaching™ style of management has been achieved (to a statistically significant level), and this is against the backdrop of the devastating COVID-19 pandemic. Positive trends in SME productivity metrics were also observed in the intervention group companies.

Originality/value

These important results could be indicative of the economic and productivity impact that a change in management behavior could have, and they warrant serious further investigation.

Details

Journal of Work-Applied Management, vol. 15 no. 1
Type: Research Article
ISSN: 2205-2062

Keywords

Available. Content available
Book part
Publication date: 30 May 2017

Abstract

Details

Brazil
Type: Book
ISBN: 978-1-78635-785-4

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Book part
Publication date: 1 January 2005

Deborah Phillips, Ian Law and Laura Turney

At first glance, it might seem from the statistics that 18- to 20-year-old members of minority ethnic groups are doing relatively well in terms of higher education. They are in…

Abstract

At first glance, it might seem from the statistics that 18- to 20-year-old members of minority ethnic groups are doing relatively well in terms of higher education. They are in fact better represented in UK colleges and universities than young whites. However, this is far from the whole story. Certain black groups, such as African–Caribbean males and Bangladeshi females, are significantly underrepresented in higher education in general and certain programmes in particular. For example, there has been difficulty recruiting Black and ethnic minority students into teacher training programmes (DfEE, 1998). The experience of participating in higher education is also often different for black and white students. Black and minority ethnic students are more likely to be concentrated in the new universities. In the mid-1990s, only 0.5 percent of the students at the older established universities came from a Black or minority ethnic background, compared with 14.4 percent in the new universities (DfEE, 1998). This inequality helps to perpetuate a system of white privilege, one that is entrenched in other areas of public life in the UK. Black and minority ethnic students are also more likely to study part-time than white students, are more likely to drop out of courses, and more frequently opt for lower-level qualifications (i.e., a diploma rather than a degree).

Details

Higher Education in a Global Society: Achieving Diversity, Equity and Excellence
Type: Book
ISBN: 978-0-76231-182-8

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Book part
Publication date: 30 May 2017

John Baldwin, Phillip Chidester and Laura Robinson

This research makes a fresh contribution by exploring an understudied aspect of the Tropicália movement: visual performance. After offering a historical overview, we examine the…

Abstract

This research makes a fresh contribution by exploring an understudied aspect of the Tropicália movement: visual performance. After offering a historical overview, we examine the movement’s communicative legacy. We contend that, in addition to song’s lyrics and musical symbols, it is vital to consider a third dimension: visual performance.

The addition of the visual allows for a more fundamental understanding of the many complex meanings that the Tropicalistas constructed in their resistance to political oppression, as well as broader cultural mores and expectations.

Our examination of archival performance videos reveals that Tropicalistas employed modes of dress and a specific, intentional orientation toward their listeners as particularly powerful tools of expression. Revealing these two dimensions of Tropicália performance allows us to better understand the importance of performance as a key element of resistance. The Tropicália movement’s performative reconfigurations of self and other became a vital channel through which the Tropicalistas manage to speak truth to power to challenge the oppressive military regime and question assumptions about Brazilian national identity.

Exploring the role of performance as part of the overall meaning of musical expression opens up new vistas of understanding. While relevant to Tropicália as a pivotal and wholly Brazilian artistic movement, the contributions of this study have implications beyond this particular setting. The analytical approach reveals how artistic movements can serve as both the substance and the expression of national being.

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Article
Publication date: 1 December 2006

Yass A. Alkafaji, Nauzer Balsara and Judith N. Aburmishan

Spectacular bankruptcies of the Orange County Investment Pool in December 1994 and Barings Bank in February 1995 mounted a pressure on the U.S. Financial Accounting Standards…

864

Abstract

Spectacular bankruptcies of the Orange County Investment Pool in December 1994 and Barings Bank in February 1995 mounted a pressure on the U.S. Financial Accounting Standards Board (FASB) to issue Statement No. 133, Accounting for Derivatives Instruments and Hedging Activities (FAS 133). Although measuring derivatives at fair value is a major improvement in accounting for derivatives, such type of accounting falls short of quantifying and reporting the risk of losses associated with derivative instruments. The purpose of this paper is to suggest an alternative approach to market valuation by integrating quantitative market risk estimation into the valuation method. The paper will use the Barings Bank experience to demonstrate how FAS no. 133 disclosure falls short of disclosing the magnitude of the market risk held by the bank at the end of 1994. It will also demonstrate how using a risk‐impacted value would have improved the disclosure of how much the bank stood to lose from their open positions.

Details

Accounting Research Journal, vol. 19 no. 2
Type: Research Article
ISSN: 1030-9616

Keywords

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Book part
Publication date: 29 March 2021

Howard R. Stanger

This paper examines the labor policies of the United Typothetae of America (UTA) from its birth in 1887 through the late 1920s and argues that labor policy differences among its…

Abstract

This paper examines the labor policies of the United Typothetae of America (UTA) from its birth in 1887 through the late 1920s and argues that labor policy differences among its members (personified by two prominent New York City-based printing employers, Theodore DeVinne and Charles Francis) created a “house divided” that not only prevented it from creating and maintaining a unified labor policy but also ultimately led to its demise as an employers' association and reconstitution primarily as a trade association. It will do so by analyzing key episodes in the UTA's labor history to show how the two competing labor philosophies – DeVinne's absolute authority & independence and Francis's stability & order – interacted with industry conditions – intense price competition, a decentralized industry structure, proprietor autonomy, the relative power of unions, and economic conditions – to impact the UTA's labor policies and its institutional survival. The UTA's experience reveals the diversity of American employers' experiences as well as the challenges that they have faced when attempting to act collectively in the industrial relations arena. Moreover, recent IR research on employers' associations around the world also reveals that, as unions have declined in power, many also are shifting their focus away from labor relations to other member services.

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Article
Publication date: 24 February 2020

Kaitlyn R. Schuler, Natasha Basu, Nicholas A. Fadoir, Laura Marie and Phillip N. Smith

US age-adjusted suicide rates increased by 33 per cent from 1999 to 2017 (Hedegard et al., 2018). Communications about suicide and death are a commonly cited warning sign (SPRC…

135

Abstract

Purpose

US age-adjusted suicide rates increased by 33 per cent from 1999 to 2017 (Hedegard et al., 2018). Communications about suicide and death are a commonly cited warning sign (SPRC, 2014) and are foundational to the vast majority of risk assessment, prevention and intervention practices. Suicidal communications are critically understudied despite their implications for prevention and intervention practices. The purpose of this study is to examine the association between five factor model personality traits and forms of suicidal communications.

Design/methodology/approach

A sample of 154 people admitted to emergency psychiatry for suicide ideation or attempt completed self-report measures about their suicide ideation and behavior. Kruskal–Wallis ANOVA examined differences between five-factor model personality domains and forms of communications.

Findings

There were no significant differences; however, two nonsignificant trends related to indirect or non-communication and extraversion and openness emerged.

Research limitations/implications

Future studies should focus on using more nuanced measures of dimensional personality and suicidal communications.

Originality/value

This study is the first to examine differences in the Five-Factor Model personality traits and suicidal communications.

Details

Journal of Aggression, Conflict and Peace Research, vol. 12 no. 2
Type: Research Article
ISSN: 1759-6599

Keywords

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