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Article
Publication date: 10 November 2020

Bertram I. Steininger, Martin Groth and Brigitte L. Weber

We investigate causes for the cost overrun and delay of the railway project Stuttgart 21. Besides, we try to forecast the actual costs and completion date at an early stage.

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Abstract

Purpose

We investigate causes for the cost overrun and delay of the railway project Stuttgart 21. Besides, we try to forecast the actual costs and completion date at an early stage.

Design/methodology/approach

The results of exploratory research show the causes for the cost overrun and delay of Stuttgart 21; we compare our findings with other railway projects. To estimate the costs at an early stage, the reference class forecasting (RCF) model is applied; to estimate the time, we apply an OLS regression.

Findings

We find that the following causes are relevant for the cost overrun and delay of Stuttgart 21: scope changes, geological conditions, high risk-taking propensity, extended implementation, price overshoot, conflict of interests and lack of citizens' participation. The current estimated costs are within our 95% confidence interval based on RCF; our time forecast underestimates or substantially overestimates the duration actually required.

Research limitations/implications

A limitation of our approach is the low number of comparable projects which are available.

Practical implications

The use of hyperbolic function or stepwise exponential discount function can help to give a clearer picture of the costs and benefits. The straightforward use of the RFC for costs and OLS for time should motivate more decision-makers to estimate the actual costs and time which are necessary in the light of the rising demand for democratic participation amongst citizens.

Social implications

More realistic estimates can help to reduce the significant distortion at the beginning of infrastructure projects.

Originality/value

We are among the first who use the RCF to estimate the costs in Germany. Furthermore, the hyperbolic discounting function is added as a further theoretical explanation for cost underestimation.

Details

Journal of Property Investment & Finance, vol. 39 no. 3
Type: Research Article
ISSN: 1463-578X

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Book part
Publication date: 1 September 2014

Dana Yagil and Hana Medler-Liraz

This chapter explores the effect of service employees’ trait authenticity on customer satisfaction as mediated by work engagement, surface acting, and perceived authenticity. Data…

Abstract

This chapter explores the effect of service employees’ trait authenticity on customer satisfaction as mediated by work engagement, surface acting, and perceived authenticity. Data were collected from service employee–customer dyads. The results indicate that employees’ work engagement and surface acting mediate the effect of trait authenticity on customers’ satisfaction and perception of authenticity. Trait authenticity is positively related to work engagement and negatively related to surface acting. Evidence that authenticity is desirable in service roles suggests that organizations should consider this characteristic as a significant factor in selection and placement of service employees.

Details

Individual Sources, Dynamics, and Expressions of Emotion
Type: Book
ISBN: 978-1-78190-889-1

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Book part
Publication date: 2 June 2015

Jaclyn Koopmann, Mo Wang, Yihao Liu and Yifan Song

In this chapter, we summarize and build on the current state of the customer mistreatment literature in an effort to further future research on this topic. First, we detail the…

Abstract

In this chapter, we summarize and build on the current state of the customer mistreatment literature in an effort to further future research on this topic. First, we detail the four primary conceptualizations of customer mistreatment. Second, we present a multilevel model of customer mistreatment, which distinguishes between the unfolding processes at the individual employee level and the service encounter level. In particular, we consider the antecedents and outcomes unique to each level of analysis as well as mediators and moderators. Finally, we discuss important methodological concerns and recommendations for future research.

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Article
Publication date: 11 July 2016

Hyun Sik Kim and Beomjoon Choi

Creating superior customer experience quality is important to firm success, but the link between customer experience quality and customer-to-customer interaction quality – a…

5793

Abstract

Purpose

Creating superior customer experience quality is important to firm success, but the link between customer experience quality and customer-to-customer interaction quality – a critical component of customer experience quality in mass service settings – has seldom been spotlighted. This paper aims to propose and test a theoretical model of the relationship among three types of customer-to-customer interaction quality (friend-interaction, neighboring customer-interaction and audience-interaction) and customer experience quality. They also examine these variables’ effects on customer citizenship behavior in mass service settings.

Design/methodology/approach

The authors collected data through a self-administered survey. The proposed relationships were tested using structural equation modeling.

Findings

Friend-interaction and audience-interaction quality perceptions significantly influence customer experience quality, with neighboring customer-interaction quality perception significant only for low communication quality. We find that enhancing customer experience quality is crucial to promoting citizenship behavior in mass service settings.

Practical implications

Neighboring customer-interaction quality perception has a significant effect on customer experience quality, particularly in a low communication quality situation. Therefore, service marketers should provide effective neighboring customer-interaction management schemes to enhance experience quality together with friend-interaction and audience-interaction management schemes when customers experience low communication quality. Additionally, service marketers should focus on enhancing communication quality only when anticipating low neighboring customer-interaction quality.

Originality/value

The findings highlight the effects of three types of customer-to-customer interaction quality on customer citizenship behavior through experience quality perception in mass service settings, and the effect of neighboring customer-interaction quality perception on customer experience quality, moderated by communication quality.

Details

Journal of Services Marketing, vol. 30 no. 4
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 April 2005

Pasi Pyöriä

The paper aims to serve as a reminder of the fact that informal organizational culture remains the foundation of healthy and productive work environments.

5501

Abstract

Purpose

The paper aims to serve as a reminder of the fact that informal organizational culture remains the foundation of healthy and productive work environments.

Design/methodology/approach

First, Elton Mayo's classic contribution to organization studies is brought to the reader's attention. Mayo was among the first scholars to assess empirically the importance of teamworking. Second, more recent studies are reviewed. The review highlights the value of collaborative problem solving among knowledge workers, i.e. experts whose job requires a high level of formal education, symbolic skills and the use of information technology (IT) in supporting their decision‐making process.

Findings

The review indicates that, contrary to an all‐too‐common belief, IT bears little direct relevance to knowledge workers' performance. However, if used properly, it can indirectly contribute to creating more space for interpersonal interaction by eliminating routine communication. In its essence, modern IT simply continues the long trend of the automation and mechanization of work.

Originality/value

The review suggests that existing knowledge about human behavior is far less than adequately applied. Therefore, the paper encourages managers to pay less attention to the latest technology and more attention to human relations.

Details

Team Performance Management: An International Journal, vol. 11 no. 3/4
Type: Research Article
ISSN: 1352-7592

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Article
Publication date: 30 December 2021

Sarah T. Ryan, Katharina Elisabeth Kariippanon, Anthony D. Okely, Rebecca M. Stanley, Gade Waqa and Melanie Randle

Social marketing has been widely used to effectively and voluntarily change behaviours worldwide. The social marketing benchmark criteria offer a framework to apply this approach…

4083

Abstract

Purpose

Social marketing has been widely used to effectively and voluntarily change behaviours worldwide. The social marketing benchmark criteria offer a framework to apply this approach. This paper aims to examine the extent of use and predictors of success of social marketing benchmark criteria in changing the health behaviours of Pacific Islands populations.

Design/methodology/approach

A systematic review of studies designed to change health behaviours among Pacific Islands populations. Studies were assessed against the social marketing benchmark criteria to determine the extent to which the reported intervention used a social marketing approach; and whether the use of the social marketing benchmark criteria led to more effective interventions.

Findings

In total, 22 studies were included. In total, 13 were conducted within the Pacific Islands and 9 were aimed at Pacific Islands populations living in America, New Zealand or Hawaii. The most common criteria used were behaviour change, insight and customer orientation. Theory criterion was least commonly used. There was no clear indication of which criterion or combination of criteria, resulted in more effective interventions.

Research limitations/implications

Further empirical evaluations of social marketing interventions within the Pacific Islands context are required to appropriately assess effective predictors of success for this population group. Studies of social marketing interventions targeting non-Pacific Islands populations in non-Pacific Island countries and territories may have limited applicability to Pacific Islanders living in Pacific Island countries and territories.

Originality/value

While similar studies have been conducted, this is the first study to review all behaviour change interventions by applying a social marketing lens in the Pacific Islands. While globally this may have been reviewed, the Pacific Islands has a unique context that needs to be considered, rather than assuming a one size fits all approach. This study offers a comprehensive overview of existing health behaviour change interventions in the Pacific Islands and a call to action to move social marketing forward within the Pacific Islands.

Details

Journal of Social Marketing, vol. 12 no. 2
Type: Research Article
ISSN: 2042-6763

Keywords

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Book part
Publication date: 23 September 2013

Laura von Gilsa and Dieter Zapf

This chapter describes the role of service employees’ motives for emotion regulation in interactions with customers. To date, there has been little research and theoretical work…

Abstract

This chapter describes the role of service employees’ motives for emotion regulation in interactions with customers. To date, there has been little research and theoretical work on motives for emotion regulation in service work. The reason for this may lie in the fact that there is an implicit general assumption that employees regulate their emotions in customer interactions because of display rules given by the organization. We argue that service employees have more motives for emotion regulation than adhering to display rules. We propose that three fundamental motive categories which are relevant for general emotion regulation are also relevant in the service work context. Moreover, we argue that the different motive categories are important antecedents for the further emotion regulation process. We propose that depending on the motive category different emotion regulation strategies are used as well as moderating effects of the motives with an impact on the consequences of emotion regulation such as well-being. The chapter concludes by pointing to practical implications.

Details

The Role of Emotion and Emotion Regulation in Job Stress and Well Being
Type: Book
ISBN: 978-1-78190-586-9

Keywords

Available. Open Access. Open Access
Article
Publication date: 18 October 2021

Michelle Spirtos, Mary Naughton, Emma Carr, Tadhg Stapleton and Michelle O'Donnell

The post-operative management of flexor tendon injuries has been the focus of considerable exploration and there continues to be variation in approaches and methods of…

2597

Abstract

Purpose

The post-operative management of flexor tendon injuries has been the focus of considerable exploration and there continues to be variation in approaches and methods of mobilisation. The purpose of this paper is to explore therapy management following repair to flexor tendons at zone II and flexor pollicis longus (FPL) (all zones) in Ireland.

Design/methodology/approach

A descriptive survey questionnaire design through an online format was used. Therapists were recruited through the Irish Association of Hand Therapists, the national bodies for occupational therapy and physiotherapy, and therapy managers in acute hospitals, with 29 therapists participating in the study. Descriptive statistics were used to analyse the survey data.

Findings

Patients were generally seen three to five days following surgery. Early active mobilisation approaches were favoured by all but one therapist, with 62% using the Belfast protocol and 34% the Manchester Short Splint (MSS) protocol. Each early active protocol exercise session commences with passive motion followed by graded active flexion. Tenodesis is incorporated by the majority of respondents within the first four weeks. Therapy programme and splints are modified based on patient presentation. Resistance exercises are commenced from week seven. Patient compliance was identified as the most influential factor in the post-operative intervention approach taken.

Originality/value

This study provides the first Irish profile of current practice in the post-operative management of flexor tendon repairs at zone II and FPL which has not previously been reported. Further research should explore the reasoning behind the interventions chosen and also the implications for practice of changes to surgical techniques.

Details

Irish Journal of Occupational Therapy, vol. 49 no. 2
Type: Research Article
ISSN: 2398-8819

Keywords

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Article
Publication date: 8 April 2019

Jaewon Yoo and Todd Arnold

Frontline employee authenticity has been investigated in relation to both potentially positive and negative outcomes, but largely from the employee perspective. The current paper…

1268

Abstract

Purpose

Frontline employee authenticity has been investigated in relation to both potentially positive and negative outcomes, but largely from the employee perspective. The current paper aims to investigate frontline authenticity in a sales/service context from the customer perspective, specifically examining the influence of adaptive selling in relation to a customer’s perception of salesperson authenticity. Effects on customer’s perceptions of final benefits and value are examined.

Design/methodology/approach

Survey data collected from customers of an insurance firm in South Korea were used to investigate the proposed model. Customer perceptions of salesperson adaptive selling, authenticity, key benefits delivered and organizational value provision were all captured.

Findings

The results suggest that authenticity does indeed positively influence perceptions of beneficial outcomes related to a transaction with a salesperson. These benefits then fully mediate the linkage from adaptive selling to a customer’s perceived value, gained from the salesperson’s organization.

Research limitations/implications

The collection of data from only the customer’s perspective is both a strength and a weakness. Although all of the key variables investigated are important to evaluate via the lens of the customer, such a data collection always introduces the potential problem of common method bias.

Practical implications

Managers should be aware of the importance of a salesperson behaving in an authentic manner. Although many frontline contexts have desired and scripted narratives for interacting with customers, deriving key benefits through the customers’ eyes may come more strongly by allowing the frontline employee to act naturally.

Originality/value

Authenticity has been investigated in managerial and brand contexts, but an understanding of its importance in a frontline context is in its early stages. Similarly, the importance of understanding conditions that moderate the effectiveness of adaptive selling is consistent with calls in the literature.

Details

European Journal of Marketing, vol. 53 no. 11
Type: Research Article
ISSN: 0309-0566

Keywords

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Book part
Publication date: 19 August 2019

Elaine M. Lasda

Abstract

Details

The New Metrics: Practical Assessment of Research Impact
Type: Book
ISBN: 978-1-78973-269-6

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