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Article
Publication date: 8 December 2022

Mathew Johnson, Eva Herman and Ceri Hughes

The purpose of this paper is to explore the development of the Greater Manchester Good Employment Charter – a top-down soft regulation initiative that has been framed as a…

188

Abstract

Purpose

The purpose of this paper is to explore the development of the Greater Manchester Good Employment Charter – a top-down soft regulation initiative that has been framed as a “movement” to promote good employment across the local area.

Design/methodology/approach

The research draws on 24 semi-structured interviews with policy officers, trade unions, employers and civil society actors and various professional and employer bodies who have been involved in the charter since its inception. The interview data are complemented by documentary analysis.

Findings

The findings underline the importance of institutional factors such as political access points and the mobilising structures of the state in creating a space for progressive employment policies such as charters to emerge. We also find that the framing of the charter as a mechanism to achieve both social justice and improved productivity allows diverse actors to engage, but at the same time this results in a degree of ambiguity over the normative and substantive reference points for “good employment”.

Originality/value

The article contributes to our understanding of the changing nature of top-down political initiatives that seek to change business practices by engaging a wide range of stakeholders as Allies not adversaries. We argue that while charters are a potentially useful demand side intervention, in the absence of significant workplace or grassroots engagement and without coordinated mechanisms of monitoring and enforcement, their effects on low wage labour markets will be limited.

Details

Employee Relations: The International Journal, vol. 45 no. 4
Type: Research Article
ISSN: 0142-5455

Keywords

Available. Open Access. Open Access
Article
Publication date: 2 October 2017

Mathew Johnson

The purpose of this paper is to understand the impact of living wages on organisational pay systems.

3931

Abstract

Purpose

The purpose of this paper is to understand the impact of living wages on organisational pay systems.

Design/methodology/approach

The research draws on 23 semi-structured interviews with HR managers, trade union representatives, and politicians at four UK local government case study sites.

Findings

The findings suggest that living wages can have a positive impact on directly employed workers in cleaning, catering and care services, but the research also finds that the localised adoption of living wages can lead to significant wage compression, resulting in a broad band of “low skill-low wage jobs”.

Originality/value

The theoretical contribution is twofold. In-line with earlier research the “first-order” effects of living wages are clear: hourly wages for a large number of women in part-time roles increased sharply. However, this is only part of the story as “second-order” effects such as ripples and spill-overs are less extensive than suggested by other studies. This is due to the limited scope for trade unions to restore wage differentials through collective bargaining, the slow progress in extending the living wage to contracted staff, and parallel processes of downsizing and outsourcing.

Details

Employee Relations, vol. 39 no. 6
Type: Research Article
ISSN: 0142-5455

Keywords

Available. Content available
Book part
Publication date: 27 November 2020

Arthur Seakhoa-King, Marcjanna M Augustyn and Peter Mason

Free Access. Free Access

Abstract

Details

Tourism Destination Quality
Type: Book
ISBN: 978-1-83909-558-0

Available. Content available
Book part
Publication date: 18 October 2018

Grafton Whyte

Abstract

Details

The V-Model of Service Quality
Type: Book
ISBN: 978-1-78769-606-8

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Article
Publication date: 20 February 2024

Evadio Pereira Filho, Miguel Eduardo Moreno Añez, Kleber Cavalcanti Nobrega and Leandro Trigueiro Fernandes

This article evaluates how consumer expectations evolve over time and if three antecedents (negative experiences, alternative attractiveness and level of visitation) explain…

127

Abstract

Purpose

This article evaluates how consumer expectations evolve over time and if three antecedents (negative experiences, alternative attractiveness and level of visitation) explain possible changes in expectations.

Design/methodology/approach

A conceptual model is structured with six hypotheses that are tested through articulated studies. First, a study with a longitudinal approach is developed and applied to a sample of students. Data collection is carried out over three periods and a latent growth model (LGM) is applied. Further ahead, another essay is developed to reexamine the moderating role of corporate image and level of visitation on the effect of negative experiences on expectations. For this, the role-playing approach is applied.

Findings

Study 1 reveals that patterns of expectations change from one service meeting to another, and these mutations are influenced by negative experiences and alternative attractiveness. Three pieces of evidence are highlighted. First, negative experiences produce contradictory and simultaneous movements in consumer expectations. Negative experiences reduce desired expectations and, at the same time, increase adequate expectations. These effects change in magnitude because of the corporate image. This confirms the moderating role of the corporate image in the relationship between negative experiences and expectations. This does not happen with the level of visitation, in which the moderating function is not sustained. The findings about moderating effects are confirmed by Study 2. Second, as customers have alternative companies, the minimum level of expectation rises. Alternative attractiveness positively impacts only adequate expectations. Third, the results do not support the relationship between the level of visitation and expectations. This reveals that more frequent customers do not necessarily have higher expectations.

Originality/value

This paper is the first to provide empirical results about the moderating effects of corporate image and level of visitation on the relationship between negative experiences and expectations.

Details

International Journal of Quality & Reliability Management, vol. 41 no. 7
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 1 October 1997

Cathy Johnson and Brian P. Mathews

States that expectations play an important part in service quality. Currently, the most widely adopted view of service quality results from customers’ expectations being met or…

7785

Abstract

States that expectations play an important part in service quality. Currently, the most widely adopted view of service quality results from customers’ expectations being met or exceeded. Surprisingly there is no clear consensus of what expectations actually are or what they do. There is only one widely applied way to measure them (SERVQUAL), an approach that is also widely criticized. Although the possible effect of many “controllable” factors on expectations has been alluded to, the effect of “uncontrollable” factors has not been thoroughly researched. Starts to redress the balance by defining expectations as a mixture of shoulds and wills; a cognitive melting‐pot of what should, ideally, happen and what will realistically happen the next time the service is visited. Uses a reliable measuring instrument to measure these two different expectations and the effect of consumers’ experience of the service on them. The results of the study demonstrate that experience of the service has a clear influence on expectations, at least within the context of the fast‐food industry.

Details

International Journal of Service Industry Management, vol. 8 no. 4
Type: Research Article
ISSN: 0956-4233

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Book part
Publication date: 24 July 2020

Mathew Johnson, John Saltmarsh, Georgina Manok and Gene Corbin

Reciprocal partnerships between institutions of higher education (IHEs) and communities provide opportunities for IHEs to fulfill their core mission while at the same time…

Abstract

Reciprocal partnerships between institutions of higher education (IHEs) and communities provide opportunities for IHEs to fulfill their core mission while at the same time benefiting communities. One model of institutional accountability for this type of partnership is the Elective Carnegie Community Engagement (CE) Classification. As a process is underway to internationalize the US-based classification, this chapter engages with a central guiding question: How can we best adapt the CE classification’s institutionalizing framework for CE – designed in the context of the United States – in a way that upholds the integrity of engagement practices, adheres to effective strategies for organizational change, and is sensitive to national, cultural, economic, political, social, and historical contexts? In addressing this question, the internationalization strategy is focused on careful adaptation of the application framework so that it can be applied in specific national higher education contexts. The adaptation seeks to incorporate nationally and culturally relevant CE approaches that are reflected in organizational strategies at the institutional level, consistent with the internal logic of the CE classification: valuing expertise of others, working against colonial knowledge regimes, and mindfully building toward increased epistemic justice. This strategy can be a model for internationalization of other processes for IHEs.

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Article
Publication date: 1 June 2005

Michel Laroche, Maria Kalamas and Mark Cleveland

To examine the impact of culture on customer service expectations, specifically, how individualists and collectivists use internal and external sources of information to formulate…

4983

Abstract

Purpose

To examine the impact of culture on customer service expectations, specifically, how individualists and collectivists use internal and external sources of information to formulate their service expectations.

Design/methodology/approach

The context was the airline industry and the subject pool consisted of experienced consumers. A survey was employed to measure individualism/collectivism, various internal/external information sources, and the functional and technical dimensions of “should” and “will” service expectations. Hypothesized relationships were tested using a structural equations modeling approach.

Findings

Both individualists and collectivists relied more on external information sources in formulating their service expectations, gave variable weight to the functional and technical components, and used more realistic “will” expectations to judge service offerings. Internal (external) information sources were relatively more important in forming expectations for collectivists (individualists) than for individualists (collectivists), and “will” (“should”) expectations were more diagnostic for collectivists (individualists) than for individualists (collectivists).

Research limitations/implications

Generalizability of the findings is limited due to the specific industry under study (airlines), the sample (two geographically‐proximate sub‐cultures), and the scope of the cultural variables considered (individualism/collectivism).

Practical implications

Whether managers should leverage the functional and/or technical components of services depends in part on the cultural orientation of their customers. Managers should also recognize that customers’ usage of various information sources in forming service expectations is also, in part, culturally determined.

Originality/value

In this era of globalization, researchers and managers alike need to consider the subtle influences of culture on marketing theories and the formulation of service expectations respectively.

Details

International Marketing Review, vol. 22 no. 3
Type: Research Article
ISSN: 0265-1335

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Article
Publication date: 22 February 2008

Jackie L.M. Tam

The purpose of this paper is to examine the moderating effects of brand familiarity on satisfaction evaluations and behavioral intentions.

10897

Abstract

Purpose

The purpose of this paper is to examine the moderating effects of brand familiarity on satisfaction evaluations and behavioral intentions.

Design/methodology/approach

A longitudinal survey involving pre‐purchase measures and post‐purchase measures was conducted with consumers in a restaurant setting. The hypotheses were assessed through LISREL methodology.

Findings

The results showed that there are some similarities and differences among customers with different levels of brand familiarity regarding satisfaction formation and behavioral intentions.

Research limitations/implications

A self‐reported item was used to measure brand familiarity. Although there was some evidence to support that the measure captured what it was intended to measure, it would be desirable to develop a multi‐item scale for this construct. There is also a need to extend the findings to other service industries.

Practical implications

Marketers should familiarize customers with a service while capturing opportunities to create a positive experience to gain customers' future purchases.

Originality/value

The study offers some insights into the effects of brand familiarity on satisfaction evaluations and behavioral intentions. It is particularly relevant for marketing services that are high in experience qualities.

Details

Journal of Services Marketing, vol. 22 no. 1
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 8 May 2018

Hiram Ting, Wee Ming Lau, Jun-Hwa Cheah, Yusman Yacob, Mumtaz Ali Memon and Evan Lau

The purpose of this paper is to examine the effect of perceived quality on intention to revisit coffee concept shops among regular and irregular consumers. Specifically, the…

2247

Abstract

Purpose

The purpose of this paper is to examine the effect of perceived quality on intention to revisit coffee concept shops among regular and irregular consumers. Specifically, the framework developed by Pine and Gilmore (2000) is adopted to look into the effect of product, service and experience qualities on intention to revisit.

Design/methodology/approach

The explanatory sequential mixed-methods design was used to articulate the intention of consumers to revisit coffee concept shops. A preliminary study was conducted to define regular and irregular consumers. Self-administered questionnaire was first administered before using interview to elicit more insights and triangulate the findings.

Findings

The combination of both quantitative and qualitative findings show that the experiences of regular consumers at coffee concept shops include personal routine activities, while the experiences of irregular customers are composed of occasions with specific and collective purposes. While the intention to revisit of the former is related to the product and service quality, the intention of the latter is largely affected by its service and experience quality.

Originality/value

Given the rapid rise of coffee concept shops in the developing markets, the use of a mixed-methods design provides more insights into the intention to revisit of the regular and irregular consumers. It underscores the importance for the organisations to know what really matters to the diverse consumers.

Details

British Food Journal, vol. 120 no. 5
Type: Research Article
ISSN: 0007-070X

Keywords

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