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Article
Publication date: 1 June 2015

Carol Lu, Celine Berchoux, Michael W. Marek and Brendan Chen

The purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a…

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Abstract

Purpose

The purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and the way customers actually experience them.

Design/methodology/approach

This paper used interviews with managers and guests of 5-Star hotels in Taiwan and qualitative analysis to understand definitions and perceptions of luxury, service quality and satisfaction.

Findings

The major findings of the study were that: there were no fundamental disconnects in the respective understandings of managers and guests; however, the two groups used different language to describe luxury, service quality and satisfaction; the managers evaluated satisfaction in terms of services provided, but the guests conceptualized satisfaction in terms of value received for the price of lodging; and luxury, service quality and satisfaction were closely related in the minds of the managers and guests and were not independent constructs.

Research limitations/implications

Recommendations are made based on marketing communications theory, that is all factors identified in this study can be considered to be part of the brand identity of the hotel; local culture can introduce variables that may be outside the scope of international standards; and information on local expectations and preferences can inform advertising and public relations efforts of the hotel.

Originality/value

This study is significant because little research into luxury hotel customer satisfaction has been done using qualitative methodology, which provides a richer understanding of the experiences of the participants than can quantitative design.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 9 no. 2
Type: Research Article
ISSN: 1750-6182

Keywords

Available. Content available
Book part
Publication date: 19 December 2016

Radha R. Sharma and Sir Cary Cooper

Free Access. Free Access

Abstract

Details

Executive Burnout
Type: Book
ISBN: 978-1-78635-285-9

Available. Content available
Book part
Publication date: 20 August 1996

Abstract

Details

The Peace Dividend
Type: Book
ISBN: 978-0-44482-482-0

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Article
Publication date: 8 August 2018

Viktoria Gallova, Marek Palasinski, Neil Shortland, Michael Humann and Lorraine Bowman Grieve

The purpose of this paper is to determine the potential predictors of anxiety about digital security, terrorist threats and support for high-tech counter measures.

466

Abstract

Purpose

The purpose of this paper is to determine the potential predictors of anxiety about digital security, terrorist threats and support for high-tech counter measures.

Design/methodology/approach

In Study 1, 195 participants indicated their anxiety about digital security systems, data protection and social networking sites. In Study 2, 107 participants indicated their anxiety about domestic terrorism, international terrorism and extremist groups. In Study 3, 261 participants indicated their support for high-tech counter-terrorism measures.

Findings

Study 1 suggests that whereas anxiety about digital security systems, data protection and social networking sites was positively predicted by right-wing authoritarianism, anxiety about social networking was also negatively predicted by time spent online. Study 2 shows that time spent online was a negative predictor of anxiety about domestic terrorism. Study 3 indicates that the strongest positive predictor of support for all the measures was right-wing authoritarianism, followed by national identity.

Research limitations/implications

The findings show the relevance of terror management theory to digital security and counter-terrorism.

Practical implications

It appears that right-wing authoritarianism and national identity may serve as mechanisms for people to subjectively counter the presented threats. This notion may inform relevant policy and practice aimed at making communities safer and potentially helps introduce counter-terror measures with less public backlash.

Social implications

When designing counter-terror measures, policy makers should consider compound national identities (e.g. Catalan or Basque people).

Originality/value

The paper makes contribution to under-explored areas of terrorism anxiety and support for counter-terror measures.

Details

Safer Communities, vol. 17 no. 3
Type: Research Article
ISSN: 1757-8043

Keywords

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Book part
Publication date: 14 October 2009

Rune Elvik, Alena Høye, Truls Vaa and Michael Sørensen

Abstract

Details

The Handbook of Road Safety Measures
Type: Book
ISBN: 978-1-84855-250-0

Available. Open Access. Open Access
Book part
Publication date: 6 May 2019

Mitch Blair, Mariana Miranda Autran Sampaio, Michael Rigby and Denise Alexander

The Models of Child Health Appraised (MOCHA) project identified the different models of primary care that exist for children, examined the particular attributes that might be…

Abstract

The Models of Child Health Appraised (MOCHA) project identified the different models of primary care that exist for children, examined the particular attributes that might be different from those directed at adults and considered how these models might be appraised. The project took the multiple and interrelated dimensions of primary care and simplified them into a conceptual framework for appraisal. A general description of the models in existence in all 30 countries of the EU and EEA countries, focusing on lead practitioner, financial and regulatory and service provision classifications, was created. We then used the WHO ‘building blocks’ for high-performing health systems as a starting point for identifying a good system for children. The building blocks encompass safe and good quality services from an educated and empowered workforce, providing good data systems, access to all necessary medical products, prevention and treatments, and a service that is adequately financed and well led. An extensive search of the literature failed to identify a suitable appraisal framework for MOCHA, because none of the frameworks focused on child primary care in its own right. This led the research team to devise an alternative conceptualisation, at the heart of which is the core theme of child centricity and ecology, and the need to focus on delivery to the child through the life course. The MOCHA model also focuses on the primary care team and the societal and environmental context of the primary care system.

Details

Issues and Opportunities in Primary Health Care for Children in Europe
Type: Book
ISBN: 978-1-78973-354-9

Keywords

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Book part
Publication date: 1 January 2014

Jeffrey W. Lucas, Wesley S. Huey, Marek N. Posard and Michael J. Lovaglia

This chapter develops and tests a theory on relationships between perceptions of ability and adherence to rules, guidelines, and tradition. Drawing from theory and research on…

Abstract

Purpose

This chapter develops and tests a theory on relationships between perceptions of ability and adherence to rules, guidelines, and tradition. Drawing from theory and research on status processes in groups, the theory proposes that adherence to rules can provide an alternative to task ability in demonstrating competence at a group task and that persons who perceive themselves to be low in ability will become especially likely to strictly adhere to rules.

Methodology/Approach

In an experimental study, participants received feedback that they had high or low ability at a group task that involved making judgments about bonuses in a fictitious organization.

Findings

Supporting the theory, participants who perceived themselves to be low in ability gave less money to employees technically ineligible for raises, even when the reason for the ineligibility was arguably trivial.

Research Limitations/Implications

The proposed theory and supportive results have a number of theoretical implications for how status processes shape individual behavior in groups. For example, the theory might help explain collective enforcement against free riding, with people low in ability being motivated to enforce norms against free riding to compensate for their perceived lack of ability to contribute.

Practical/Social Implications

It is easy to conjure examples in which persons who are seen as exceptionally competent also seem to be given wide leniency in adhering to rules. The theory and experimental test presented here can help in understanding the extent to which the following of rules may be seen as the domain of the incompetent.

Details

Advances in Group Processes
Type: Book
ISBN: 978-1-78441-078-0

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Article
Publication date: 1 March 1995

Lisa Johnson

What is it about academia anyway? We profess to hate it, spend endless amounts of time complaining about it, and yet we in academia will do practically anything to stay. The pay…

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Abstract

What is it about academia anyway? We profess to hate it, spend endless amounts of time complaining about it, and yet we in academia will do practically anything to stay. The pay may be low, job security elusive, and in the end, it's not the glamorous work we envisioned it would be. Yet, it still holds fascination and interest for us. This is an article about American academic fiction. By academic fiction, I mean novels whosemain characters are professors, college students, and those individuals associated with academia. These works reveal many truths about the higher education experience not readily available elsewhere. We learn about ourselves and the university community in which we work.

Details

Reference Services Review, vol. 23 no. 3
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 14 November 2023

Mercedez Hinchcliff, Elias Kyriazis, Grace McCarthy and Michael Mehmet

The study aims to develop a holistic model identifying the constructs that impact customer loyalty in retail banking and introduce product type as a moderating variable to the…

1188

Abstract

Purpose

The study aims to develop a holistic model identifying the constructs that impact customer loyalty in retail banking and introduce product type as a moderating variable to the model.

Design/methodology/approach

A conceptual model of customer loyalty is introduced and empirically tested with 416 valid samples obtained from Australian retail banking customers. The data were analysed using partial least squares structural equation modelling and multigroup analysis.

Findings

This study confirms the moderating effect of high- and low-involvement products on the relationship between customer loyalty and satisfaction, trust, service quality, commitment and perceived value. Surprisingly, the effect of satisfaction on loyalty was much stronger with low-involvement product types and the effect of commitment on loyalty was much stronger with customers who utilise high-involvement products.

Research limitations/implications

The study uses a sample population in Australia who utilise one of the top four banks and investigates three product types. Further research could expand the product selection and include customers who use credit unions and other banks not in the top four categories.

Originality/value

This study is the first to confirm the moderating effect product type has on the customer loyalty relationship in retail banking in regard to high- and low-involvement product categories. The research provides a deeper understanding of the factors that influence customer loyalty and identifies which types of products influences customer loyalty the most. Additionally, this study highlights the importance of understanding the different needs and priorities of customers using different product types in order to effectively influence their loyalty.

Details

International Journal of Bank Marketing, vol. 41 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

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Article
Publication date: 13 May 2019

Lorraine Bowman Grieve, Marek Palasinski and Neil Shortland

The purpose of this paper is to explore the concept of vengeance as a terrorist motivator.

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Abstract

Purpose

The purpose of this paper is to explore the concept of vengeance as a terrorist motivator.

Design/methodology/approach

The paper takes a community psychological perspective to examine vengeance in a number of forms. First covering “blood vengeance”, it then examines vigilantism and death squads as functional examples of vengeful entities, as well as the morality of vengeance and the impact of propaganda on vengeance as a terrorist motivator. Finally, both group processes and individual factors relating to the promotion and use of vengeance in terrorism are covered.

Findings

Vengeance can be conceptualised in a number of ways: as a predisposing factor to individual involvement, a factor that contributes to keeping the movement “bound” together (but which can also negatively affect the group’s strategic logic), a factor in the escalation of violent activity through vigilantism, retribution and retaliation which can result in a perpetuation of a cycle of violence, and as a moral mandate that is ideologically rationalised and justified, with perceptions of righteousness and obligation inherent to it.

Research limitations/implications

The presented research is limited by the scarcely available data.

Practical implications

Efforts should be made to defuse vengeful motivations by tapping into collective identities of communities and incorporating multicultural values.

Social implications

Policy makers should be wary of scoring populist scores by ridiculing out-group/religious elements as that creates potential for vengeful terror attacks.

Originality/value

The paper offers insights by renewing the neglected perspective of vengeance in terrorism research.

Details

Safer Communities, vol. 18 no. 3/4
Type: Research Article
ISSN: 1757-8043

Keywords

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