Reflecting on new demand trends, such as “more quality, less money” and “event” oriented products, the author comes to the conclusion that the Swiss hotel sector needs to rethink…
Abstract
Reflecting on new demand trends, such as “more quality, less money” and “event” oriented products, the author comes to the conclusion that the Swiss hotel sector needs to rethink its strategy and to “reenineer” its services, procedures and performances. He proposes a model that takes customer benefits and the related chain of tourism services as its starting point.
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Alessandra Feliciotti, Ombretta Romice and Sergio Porta
The sheer complexity and unpredictability characterising cities challenges the adequacy of existing disciplinary knowledge and tools in urban design and highlights the necessity…
Abstract
The sheer complexity and unpredictability characterising cities challenges the adequacy of existing disciplinary knowledge and tools in urban design and highlights the necessity to incorporate explicitly the element of change and the dimension of time in the understanding of, and intervention on, the form of cities. To this regard the concept of resilience is a powerful lens through which to understand and engage with a changing world. However, resilience is currently only superficially addressed by urban designers, and an explicit effort to relate elements of urban form to resilience principles is still lacking. This represents a great limit for urban designers, as the physical dimension of cities is the matter they work with in the first place. In this paper, we combine established knowledge in urban morphology and resilience theory. We firstly look at resilience theory and consistently define five proxies of resilience in urban form, namely diversity, redundancy, modularity, connectivity and efficiency. Secondly, we discuss the configuration of, and interdependencies between, several constituent elements of the physical city, as defined in urban morphology and design, in light of the mentioned five proxies. Finally, we conduct this exploration at five scales that are relevant to urban morphology and design: plot, street edge, block, street and sanctuary area / district.
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Tota Panggabean, Yasheng Chen and Johnny Jermias
This study uses an eye-tracking device to examine the effects of dissenting opinion on information search style and decision quality, using insights from dual-process theory. When…
Abstract
This study uses an eye-tracking device to examine the effects of dissenting opinion on information search style and decision quality, using insights from dual-process theory. When evaluating strategic outcomes, managers not exposed to a dissenting opinion employ directed information search using System 1 (heuristic, automatic cognitive processing), leading to low-quality decisions. Providing a dissenting opinion causes managers to use System 2 (sequential information search characterized by deliberate, slow, and effortful cognitive processing), leading to higher-quality decisions. This study provides useful insights into the cognitive processes underlying managers' judgments, and the factors that influence their decisions. We conclude by discussing the critical role of dissent in business practices, and explain how dissent affects people's System 2 cognitive processes.
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Mads Nordmo Arnestad, Marcus Selart and Rune Lines
This paper details an experimental study (n=197) that explores how different types of managerial change justifications affect employees’ reactions. The purpose of this paper is to…
Abstract
Purpose
This paper details an experimental study (n=197) that explores how different types of managerial change justifications affect employees’ reactions. The purpose of this paper is to explore the impact of managerial justification of a controversial decision in referential terms, ideological terms or a combination of the two.
Design/methodology/approach
A randomized controlled experiment was used applying case-based video clips to ensure vividness and realism in the experimental manipulation.
Findings
The results show that referential justification caused a drop in the perceived trustworthiness of management, such that it reduced employees’ perceptions of the manager’s integrity. The effect was most pronounced in participants having elevated levels of dispositional resistance to change. The drop in perceived integrity was indirectly associated with reduced intention to support the change together with adverse affective and cognitive reactions to change.
Originality/value
A robust test of different change justifications in a randomized, controlled setting, which also highlights the psychological mechanisms through which referential change justifications reduce follower trust. This result should help managers more readily understand the components of successful communication in organizational change.
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Tiberio Daddi, Francesco Rizzi, Gaia Pretner, Niccolò Todaro, Eleonora Annunziata, Marco Frey and Fabio Iraldo
The relation between sport and sustainability is a topic that has recently raised a lot of interest among both academics and practitioners. However, in the academic literature…
Abstract
Purpose
The relation between sport and sustainability is a topic that has recently raised a lot of interest among both academics and practitioners. However, in the academic literature, very few studies have investigated which solutions are implemented in football, despite its popularity, to reduce the environmental impact of its events. This study contributes to filling this gap by exploring how stadium managers tackle environmental issues for football events.
Design/methodology/approach
The authors have analyzed 94 sustainability reports of major sports events and conducted 6 case studies in 6 different major league stadiums around Europe in the framework of research supported by UEFA and three EU National Football Associations.
Findings
The heterogeneity of practices and goals at both the governance and operational level denote that stadium managers pursue environmental objectives mainly voluntarily and under local pressures. Efforts toward environmental improvement appear to depend on an economic and efficiency rationale, which translates into the adoption of technologies and operational practices characterized by short-term economic returns (i.e. energy and resources savings). As a result, operational practices outnumber governance-level practices.
Practical implications
The analysis clearly highlights that the fragmentation of operational practices derives from a lack of maturity of governance structures, especially when multiple actors have different – yet mutually influencing – responsibilities on the infrastructures or the planning and staging of football events.
Originality/value
Building on the notion of the holistic approach to environmental sustainability in sport management the research differentiated environmental practices according to the operational and governance dimensions. While operational practices tackle environmental aspects directly associated with football events (e.g. waste, energy consumption, water usage, etc.), governance-level practices relate to the systemic allocation of environmental roles and responsibilities within the management structure underlying football events.
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Research on artificial intelligence (AI) and its potential effects on the workplace is increasing. How AI and the futures of work are framed in traditional media has been examined…
Abstract
Purpose
Research on artificial intelligence (AI) and its potential effects on the workplace is increasing. How AI and the futures of work are framed in traditional media has been examined in prior studies, but current research has not gone far enough in examining how AI is framed on social media. This paper aims to fill this gap by examining how people frame the futures of work and intelligent machines when they post on social media.
Design/methodology/approach
We investigate public interpretations, assumptions and expectations, referring to framing expressed in social media conversations. We also coded the emotions and attitudes expressed in the text data. A corpus consisting of 998 unique Reddit post titles and their corresponding 16,611 comments was analyzed using computer-aided textual analysis comprising a BERTopic model and two BERT text classification models, one for emotion and the other for sentiment analysis, supported by human judgment.
Findings
Different interpretations, assumptions and expectations were found in the conversations. Three subframes were analyzed in detail under the overarching frame of the New World of Work: (1) general impacts of intelligent machines on society, (2) undertaking of tasks (augmentation and substitution) and (3) loss of jobs. The general attitude observed in conversations was slightly positive, and the most common emotion category was curiosity.
Originality/value
Findings from this research can uncover public needs and expectations regarding the future of work with intelligent machines. The findings may also help shape research directions about futures of work. Furthermore, firms, organizations or industries may employ framing methods to analyze customers’ or workers’ responses or even influence the responses. Another contribution of this work is the application of framing theory to interpreting how people conceptualize the future of work with intelligent machines.
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Birgit Bosio, Katharina Rainer and Marc Stickdorn
Many companies struggle with the assessment of customer experience. This chapter aims to demonstrate how mobile ethnography tackles this issue by assessing data in a holistical…
Abstract
Purpose
Many companies struggle with the assessment of customer experience. This chapter aims to demonstrate how mobile ethnography tackles this issue by assessing data in a holistical way, in-situ, and in real-time.
Methodology/approach
The chapter describes the implementation of a mobile ethnography project in a tourist destination, including participant recruitment, data collection, data analysis, and the derivation of insights.
Findings
The mobile ethnography project allowed to gain deep insights into the customers’ journeys.
Research limitations/implications
Future research will need to further investigate questions of participant recruitment, the effectiveness of incentives as well as the performance of the data collection process. Furthermore the findings of this case need to be replicated in the context of other industries, as well as in other cultural contexts.
Practical implications
Mobile ethnography allows companies to gain more information on customer experience in real-time, thus with reduced cognitive and emotional bias. Therefore, the method can help to improve the touristic service offering and, consequently, customer experience.
Originality/value
As companies are searching for new approaches to research and manage customer experience, this chapter is of high value for both academia and practice.
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Stacey J. Lee, Shuning Liu and Sejung Ham
Ethnographers and other qualitative social scientists have long reflected on the ways researcher identity – who we are – shapes how we see and understand what and whom we…
Abstract
Ethnographers and other qualitative social scientists have long reflected on the ways researcher identity – who we are – shapes how we see and understand what and whom we encounter in our research, and how research participants see and understand us. In “Insider–outsider–inbetweener? Researcher positioning, participative methods, and cross-cultural educational research,” Milligan (2016) takes up questions regarding researcher positionality in qualitative research in the field of comparative and international education. In particular, Milligan argues for the use of participative techniques to gain insider perspectives and to lessen unequal power relations between researcher and the researched in cross-cultural research. In this chapter, we will engage Milligan’s discussion of participative research by analyzing the similarities and differences in studying participants with relative social privilege versus studying those from marginalized communities. Specifically, we will reflect on two ethnographic studies that explored the global educational aspirations of middle and upper middle-class Asian students. Furthermore, we attempt to complicate the discussion of “cross-cultural” research by arguing that in the neoliberal global context, researchers and the researched may move back and forth across national and cultural boundaries. The chapter concludes by raising questions regarding the unique challenges of conducting cross-cultural studies that flow across national boundaries.