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Article
Publication date: 19 September 2008

Raymond L. Calabrese, B.E. Roberts, Scott McLeod, Rae Niles, Kelly Christopherson, Paviter Singh and Miles Berry

The purpose of this paper is to describe how practitioners from Canada, the UK, Singapore, and the USA, university educational administration faculty from the USA, and the editor…

1405

Abstract

Purpose

The purpose of this paper is to describe how practitioners from Canada, the UK, Singapore, and the USA, university educational administration faculty from the USA, and the editor of a premier international journal of educational management engaged in a collaborative process to discover how to improve the preparation and practice of educational administration on a global basis.

Design/methodology/approach

An appreciative inquiry theoretical research perspective was used to discover a positive core of experiences that could add to cultural proficiency as it relates to educational administration.

Findings

In each cultural context, the central nature of the highpoint stories focused on appreciative ways to work with other people. The stories suggest that relationships and collaboration are at the heart of an educational administrator's practice. It was discovered that twenty‐first century educational administrators operating in a global context believed that they could become difference makers in education.

Originality/value

The findings from this study provide encouragement for extended global collaboration for practicing educational administrators as well as those who are responsible for their preparation. The findings also suggest that using collaborative technologies in the framework of a cross‐cultural educator partnership can enhance the preparation and practice in educational administration programs.

Details

International Journal of Educational Management, vol. 22 no. 7
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 30 March 2012

Ceridwyn King and Debra Grace

This study aims to examine the antecedents of employee brand commitment (BC) and brand citizenship behaviours (BCB). In doing so, it also aims to propose a model which includes…

5651

Abstract

Purpose

This study aims to examine the antecedents of employee brand commitment (BC) and brand citizenship behaviours (BCB). In doing so, it also aims to propose a model which includes organisational socialisation, relationship orientation and employee receptiveness to explain the relationships between these three antecedents and BC and BCB.

Design/methodology/approach

A quantitative research methodology was adopted which resulted in the development of a self‐administered online survey instrument. As the population of interest was employees working in a service industry, a purposive sampling technique was adopted. Using a national database of service employees, a random sample of 2,000 e‐mail addresses was generated and respondents were invited to participate in the online survey. This resulted in the completion of 371 online surveys, representing a response rate of 19 per cent.

Findings

The findings revealed a significant positive effect between organisational socialisation and BCB, but not with BC. On the other hand, relationship orientation was found to have a significant positive effect on BC, but not BCB. Employee receptiveness was the only antecedent to have a strong positive effect on both BC and BCB.

Research limitations/implications

Given the findings, it appears that individual employee factors are extremely important in understanding how employees feel about and behave in relation to their employer's brand. Just as the external market literature reports numerous links between individual factors (i.e. personality, values, motivation, etc.) of consumers and consumption‐related behaviour, the internal market literature will significantly benefit by adopting a similar line of enquiry in relation to employees. The acquisition of such knowledge will not only assist organisations in selecting “brand‐oriented” employees, but will also help them identify, develop and nurture future brand champions.

Practical implications

This study provides insight to managers that covet organisational success through the adoption of internal brand management practices. In particular, it empirically validates the significance of the receptivity of employees in enhancing not only their commitment to the brand but the exhibition of “pro” brand behaviours as well. Without employees that are first receptive to organisational dialogue, the intentions of internal brand management initiatives are unlikely to be realised.

Originality/value

This study provides empirical evidence of the antecedents of employee brand commitment and subsequent brand behaviour. In doing so, it highlights the need to understand the pre‐existing individual factors that employees bring to the employment exchange table, given that they significantly influence the way in which employees feel about and behave in relation to their employer's brand.

Details

European Journal of Marketing, vol. 46 no. 3/4
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 March 1997

Frank Crowther

Uses the outcomes of case study research in socio‐economically disadvantaged education contexts to examine the work of educators who have had a noticeable effect on the quality of…

693

Abstract

Uses the outcomes of case study research in socio‐economically disadvantaged education contexts to examine the work of educators who have had a noticeable effect on the quality of life in their communities. Concludes that the work of highly successful classroom practitioners can in part be understood through reference to prominent theories of educational leadership. Questions historical and current approaches to educational administration which associate leadership with positional authority. Proposes an alternative definition of “teacher leadership”.

Details

Journal of Educational Administration, vol. 35 no. 1
Type: Research Article
ISSN: 0957-8234

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Book part
Publication date: 26 November 2020

Zeynep Bilgin-Wührer and Gerhard A. Wührer

Understanding the customer has been the focus of attention of businesses and academia for many decades. Starting in 1960s, complex buyer behavior models developed by Nicosia, by…

Abstract

Understanding the customer has been the focus of attention of businesses and academia for many decades. Starting in 1960s, complex buyer behavior models developed by Nicosia, by Howard and Sheth (1969), were followed by Engel, Blackwell and Miniard in 1978 (Engel, Blackwell, & Miniard, 1990) to understand the buying process, shaping the thoughts today about consumers’ experiences in an omnichannel world. Interest in customer perceptions and expectations (Parasuraman, Berry, & Zeithaml, 1991), SERVQUAL (Parasuraman, Zeithaml, & Leonard, 1985) and SERVPERV (Cronin & Taylor, 1994) moved the academia to discuss the relationship marketing (Morgan & Hunt, 1994; Parvatiyar & Sheth, 1999; Peterson, 1995; Sheth & Parvatiyar, 1995). Wilson’s model (1995) of buyer–seller relationships extended the former models with additional concepts like social bonds, comparison level of alternatives, power roles, technology, structural bonds and cooperation as influencers on relationship development stages. His emphasis reflects a high relevancy in the omnichannel world of customers’ interactions today. Winer (2001), a pioneer to discuss the customer relationship management focused on a database to know about customers’ purchase history and interests. The millennium look at customer lifetime value is again relationship focused. For Fader, Hardie, and Lee (2005) rather the long-term focus of the consumer value and actions are important to understand the loyalty and nonlinear nature of relations. While Reinartz and Kumar (2003) focused on profitable customer lifetime and customer heterogeneity, Verhoef (2003) analyzed the impact of customers’ relationship perceptions and relationship marketing instruments on both customer retention and customer share development. The customer-centric thinking was first discussed by Grönroos (2006) within a new definition of marketing. The service dominant logic (Vargo & Lusch, 2008) resulted in the next highlight, the co-creation of value with customer involvement and customer advisory (Güngör, 2012; Güngör & Bilgin, 2011; Messner, 2007) empowering the customers and giving them the control over the supplier networks. Different factors will be influential at different stages of the buying process of customer clusters. The Web- and non-Web-based customer-centric measures can be multifold. Andersson, Movin, Mähring, Teigland, and Wennberg (2018) and Bank (2018) emphasize the importance of technology readiness focus throughout the customer–supplier journey. The question to be answered is, to which extent the empowered customers and the suppliers of this age are ready to adopt, embrace and finally use new technologies in the omnichannel world of holistic interactions that form new visions, expectations, values and desires in a tremendous speed. Ideas and experiences are shared and exchanged in online communities without the need of the involvement of the suppliers. This “holistic view” challenges firms further through the seamlessness it requires to create unity. Customer-centric research needs a new push for the development of instruments and measures to cope with the consumer decision process challenges. Process thinking is needed to capture the purchasing habits in an omnichannel world and to build a new thought for customer journey experience with the aim to understand technology-linked value propositions of customer clusters to optimize channel interactions. Customer journeys have to focus and describe the online/offline experiences at the hybrid shopping mile, trace the behavioral influential factors of the customers’ and sellers’ world in a technological environment. This chapter will discuss “Technology based Orbit Interactions” for “The Hybrid Shopping Mile and its Customer Journey Mapping” with a “Customer Intelligence Framework.” The outcome of the hybrid customer journey mapping gives orientation for customer-management decisions in developing new approaches.

Details

Managing Customer Experiences in an Omnichannel World: Melody of Online and Offline Environments in the Customer Journey
Type: Book
ISBN: 978-1-80043-389-2

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Article
Publication date: 16 May 2023

Jean-Eric Pelet, Basma Taieb and Rami Alkhudary

Despite the increasing use of home delivery (HD) in e-commerce, no studies have explicitly examined consumer perceptions of the convenience of the last-mile delivery of goods by…

425

Abstract

Purpose

Despite the increasing use of home delivery (HD) in e-commerce, no studies have explicitly examined consumer perceptions of the convenience of the last-mile delivery of goods by cargo bike (CB). Therefore, this study aims to identify the dimensions of HD convenience and to develop a reliable and valid measurement tool, namely the Home-Delivery Convenience via Cargo Bike (HDCCB) scale.

Design/methodology/approach

The methodology of this scale development study is premised on a review of the existing literature, which identifies differences in consumer perceptions of the convenience of services. The authors conducted semi-structured interviews with 10 online consumers and validated the content with 3 experts on marketing in the retail and services sectors in order to develop the items for the scale. Thereafter, the authors identified the main dimensions through an exploratory factor analysis that the authors applied to an online survey with 116 respondents. Finally, the scale was validated through a confirmatory factor analysis of an online survey with 300 respondents.

Findings

Following the original work of Brown (1990), the authors define consumer perceptions of HD convenience as a multidimensional construct and measure each facet of its four dimensions, which are time, use, execution and acquisition. E-retailers and last-mile logistics providers could use the authors' proposed measurement tool to assess consumer perceptions of the convenience of HD. That assessment could generate a competitive advantage.

Originality/value

This study is original as the study deepens the existing understanding of consumer perceptions of the convenience of HD by CB in last-mile logistics. This study also develops a multidimensional measure that is based on an empirical study.

Details

International Journal of Retail & Distribution Management, vol. 51 no. 9/10
Type: Research Article
ISSN: 0959-0552

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Book part
Publication date: 4 October 2018

Darja Peljhan, Danijela Miloš Sprčić and Mojca Marc

Our study investigates the relationships between risk management systems (RMS), strategy and organizational performance. The existing research has extensively studied the effect…

Abstract

Our study investigates the relationships between risk management systems (RMS), strategy and organizational performance. The existing research has extensively studied the effect of strategy on organizational performance. There is also a growing body of literature suggesting that RMS positively influence the achievement of organizational objectives. However, there are only a few conceptual papers (and no empirical evidence) on the relationship between strategy and RMS. We investigate whether different strategy types (defender, analyzer, prospector, and reactor) induce different levels of RMS development and, hence, affect performance indirectly, as well as directly. We use regression analysis and survey data to test the proposed relationships. Our results confirm the direct effects of strategy type and RMS development on performance. We confirm that prospectors perform better than defenders, analyzers, and reactors across five measures of performance (profitability, sales growth, market share, new product development, and customer satisfaction). We also find that companies with more developed RMS perform better in terms of non-financial performance (measured by new product development). Contrary to the prevailing evidence, we do not find significant results for financial performance. Moreover, our findings show that there is no mediating effect of RMS development in the relationship between strategy type and performance. This implies that RMS and strategy act as independent variables, each individually affecting organizational performance.

Details

Performance Measurement and Management Control: The Relevance of Performance Measurement and Management Control Research
Type: Book
ISBN: 978-1-78756-469-5

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Book part
Publication date: 13 August 2018

Robert L. Dipboye

Abstract

Details

The Emerald Review of Industrial and Organizational Psychology
Type: Book
ISBN: 978-1-78743-786-9

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Book part
Publication date: 6 August 2014

Dan Mahoney and Wesley W. Wilson

Airline travel is composed of business and nonbusiness travelers, each with different preferences that give rise to differences in demand elasticities and substitution not only…

Abstract

Airline travel is composed of business and nonbusiness travelers, each with different preferences that give rise to differences in demand elasticities and substitution not only across airlines but also airports. In this study, we develop and estimate a model of airline wherein consumers choose which airports and airline to use that allows for unobserved differences between travelers (e.g., business and nonbusiness travelers). The results point to the role that airports themselves play in the ultimate selection of a flight, and that there are strong interactive effects between the airlines’ networks and the consumers’ preferences across airports.

Details

The Economics of International Airline Transport
Type: Book
ISBN: 978-1-78350-639-2

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Article
Publication date: 23 May 2019

Xueqin Wang, Yiik Diew Wong, Chee-Chong Teo, Kum Fai Yuen and Kevin X. Li

Service conveniences (SCs) play a deterministic role in motivating consumers’ participation in self-collection (via attended pickup points or unattended automated locker systems)…

923

Abstract

Purpose

Service conveniences (SCs) play a deterministic role in motivating consumers’ participation in self-collection (via attended pickup points or unattended automated locker systems). Accordingly, the SERVCON model provides a multi-dimensional conceptualisation of SCs, whereas the Kano model explains consumers’ satisfaction formation in response to multi-dimensional service attributes. Anchored on synthesised insights of both models, the purpose of this paper is twofold: first, to qualitatively apply the SC concept to develop specific service attributes of self-collection; and second, to quantitatively examine these attributes in relation to consumers’ satisfaction formation.

Design/methodology/approach

A quantitative Kano model is adopted for survey questionnaire design and data analysis, and 500 valid responses are obtained from an online panel of respondents in Singapore.

Findings

SCs are decomposed into 11 service attributes reflecting access, benefit, transaction and post-benefit conveniences of self-collection services. Distinctive patterns of satisfaction formation are revealed in response to specific service attributes; for example, consumers are most responsive to improvement in transaction convenience. Furthermore, as service performance level increases, benefits of spatial accessibility diminish, whereas those of temporal accessibility increase.

Practical implications

This study reveals key service attributes influencing the self-collection services’ convenience and impact on consumers’ satisfaction. Guidelines are presented for designing an optimal resource allocation strategy for logistics service providers to promote self-collection services.

Originality/value

This study synthesises diverse logistics literature on self-collection services under the central theme of SCs, thus enriching the conceptual development of SCs with a decomposed framework of logistics service attributes.

Details

International Journal of Physical Distribution & Logistics Management, vol. 49 no. 4
Type: Research Article
ISSN: 0960-0035

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Article
Publication date: 3 July 2017

Thamaraiselvan Natarajan, Sridevi Periaiya, Senthil Arasu Balasubramaniam and Thushara Srinivasan

The purpose of this paper is to identify and analyse the typology of employee branding in an airline company using fuzzy c-means (FCM) clustering to improve the quality of…

587

Abstract

Purpose

The purpose of this paper is to identify and analyse the typology of employee branding in an airline company using fuzzy c-means (FCM) clustering to improve the quality of employee brand (EB).

Design/methodology/approach

Data were collected from employees of Air India, Chennai division, using a questionnaire and analysed using FCM to find the optimum cluster number. The nature of each cluster was analysed to know its type.

Findings

The results prove the presence of four types of EB, namely, all-stars, injured reserves, rookies and strike-out kings in the aviation company. It is proven that employees in all-star have high level of knowledge of the desired brand (KDB) and psychological contract (PC), those in injured reserves have high KDB and low PC, rookies have low KDB and high PC and strike-out kings have low KDB and PC.

Research limitations/implications

The results of this study are limited to the Air India employees. This study contributes to employee branding by empirically substantiating the proposed typology using FCM. It proposes the need to analyse organisations individually before comparisons.

Practical implications

The management must focus on the quality of training and development programmes to enhance the position of rookies and strike-out kings. It must also receive regular feedback from injured reserves and strike-out kings to evaluate their perception of PC.

Originality/value

This is the first paper to empirically prove the typology of employee branding and to implement FCM in clustering employees for enhancing the EB’s quality.

Details

Benchmarking: An International Journal, vol. 24 no. 5
Type: Research Article
ISSN: 1463-5771

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