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Article
Publication date: 1 August 2000

Jochen Wirtz and Monica Tomlin

Most companies understand the importance of complaint handling, customer satisfaction measurement and service recovery, and many firms have systems and procedures to do at least…

4381

Abstract

Most companies understand the importance of complaint handling, customer satisfaction measurement and service recovery, and many firms have systems and procedures to do at least part of these activities. However, few companies have implemented integrated customer feedback systems to systematically collect, analyse and disseminate the various types of feedback coming into the firm and guide customer‐focused learning, continuous improvement and process redesign. A key reason is the difficulties faced in integrating various systems and procedures. This paper focuses on how to design, and cost‐effectively run, a completely integrated customer feedback system (CFS) that ensures continuous learning and improvement in service quality, as well as productivity.

Details

Managing Service Quality: An International Journal, vol. 10 no. 4
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 5 March 2018

Monica Adele Breiby and Terje Slåtten

The aim of this study is to examine the role of aesthetic experiential qualities for tourist overall satisfaction and three types of loyalty.

1817

Abstract

Purpose

The aim of this study is to examine the role of aesthetic experiential qualities for tourist overall satisfaction and three types of loyalty.

Design/methodology/approach

A national tourist route in Norway was chosen as an empirical context for this study. Totally, the role of five aesthetic experiential qualities were examined, namely, scenery, cleanliness harmony, art/architecture and genuineness.

Findings

The findings reveal that the three aesthetic experiential qualities, scenery, harmony and genuineness, were all positively related to tourist overall satisfaction with the tourist road. Moreover, tourist overall satisfaction had a direct influence on three types of loyalty, referring to tourists’ intentions to recommend the tourist road to other, to revisit same tourist road and to visit similar tourist roads in the future. However, the findings reveal that only two aesthetic qualities, cleanliness and genuineness, had a direct effect on intention to revisit the same tourist road, and thus indicates a more complex explanatory pattern concerning tourist loyalty.

Research limitations/implications

This study is limited to five aesthetic experiential qualities in a specific nature-based tourist context. The results open up some of the areas for future research on the role of aesthetics in man-made environments (in addition to the natural environment) in nature-based tourism. When most of the other variables are similar, aesthetic experiential qualities may make a difference to a nature-based product’s performance, and thus provide the competitive edge.

Practical implications

Destination managers and marketers should focus on aesthetic experiential qualities to increase tourist satisfaction and loyalty, and thereby strengthen a destination competitiveness and value creation.

Originality/value

Responding to the need to focus on aesthetic experiential qualities in a nature-based tourism context, this study measures the effects of the aesthetic experiential qualities for tourist satisfaction and loyalty in an original destination setting.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 12 no. 1
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 1 May 1972

Muriel Hutton

ONE MUST BEGIN with Dickens. A chapter by Christopher Hibbert in Charles Dickens, 1812–1870: centenary volume, edited by E. W. F. Tomlin, and The London of Charles Dickens

88

Abstract

ONE MUST BEGIN with Dickens. A chapter by Christopher Hibbert in Charles Dickens, 1812–1870: centenary volume, edited by E. W. F. Tomlin, and The London of Charles Dickens, published by London Transport with aid from the Dickens Fellowship, make a similar study here superfluous; both are illustrated, the latter giving instructions for reaching surviving Dickensian buildings. Neither warns the reader of Dickens's conscious and unconscious imaginative distortion, considered in Humphrey House's The Dickens World. Dickens himself imagined Captain Cuttle hiding in Switzerland and Paul Dombey's wild waves saying ‘Paris’; ‘the association between the writing and the place of writing is so curiously strong in my mind.’ Author and character may be in two places at once. ‘I could not listen at my fireside, for five minutes to the outer noises, but it was borne into my ears that I was dead.’ (Our Mutual Friend)

Details

Library Review, vol. 23 no. 5
Type: Research Article
ISSN: 0024-2535

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Publication date: 28 June 2023

Emmanuel Kusi Appiah

The study explores the decision-making logics driving the usage of social media among internationalising small and medium-sized enterprises (SMEs), and how it supports…

Abstract

The study explores the decision-making logics driving the usage of social media among internationalising small and medium-sized enterprises (SMEs), and how it supports entrepreneurial opportunity recognition. The author draws on qualitative data from four internationalising firms all of which had adopted social media. The findings show that causal decision-making logic is the main element driving the initial usage of social media (i.e. pre-adoption). Concerning ongoing usage, the author found evidence of both causal and effectual logic; the choice being dependent on the firm’s resources. The findings also show that both drivers of social media users have a paramount role in entrepreneurial opportunity recognition.

Details

Decision-Making in International Entrepreneurship: Unveiling Cognitive Implications Towards Entrepreneurial Internationalisation
Type: Book
ISBN: 978-1-80382-234-1

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Article
Publication date: 1 February 2005

Chennupati K. Ramaiah

The purpose is to bring together all bibliographic references of the published literature on electronic books (e‐books) and related technologies in one source so that it will save…

5984

Abstract

Purpose

The purpose is to bring together all bibliographic references of the published literature on electronic books (e‐books) and related technologies in one source so that it will save time for others in conducting literature searches and reviewing the developments.

Design/methodology/approach

The information included in this bibliography is collected systematically from all the published sources in the world such as journal articles, conference papers, conference proceedings, books, reports and PhD theses on e‐books until the last quarter of 2004. Mainly it covers e‐books, e‐books publishing, the impact of e‐books on different types of users, e‐book publishing techniques and trends, e‐book user interfaces and other technologies related to e‐publications.

Findings

As computer usage continues to grow exponentially, the desire of users to use electronic publications (e‐publications) has also increased tremendously. This has led to the publication of materials in electronic form as e‐publications on both CD‐ROMs and web. The e‐book is one of the several forms of e‐publications and its popularity has been growing steadily for the past decade.

Originality/value

This bibliography will be useful to all researchers conducting research in any areas related to e‐books and e‐book publishing.

Details

The Electronic Library, vol. 23 no. 1
Type: Research Article
ISSN: 0264-0473

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Article
Publication date: 30 March 2010

Julie McLeod and Catherine Hare

The purpose of this paper is to examine critically the history of Records Management Journal on its 20th anniversary; it aims to review and analyse its evolution and its

5778

Abstract

Purpose

The purpose of this paper is to examine critically the history of Records Management Journal on its 20th anniversary; it aims to review and analyse its evolution and its contribution in the context of the development of the profession and the discipline of records management. The paper seeks to provide the context and justification for the selection of eight articles previously published in the journal to be reprinted in this issue.

Design/methodology/approach

The paper utilises the contents of Records Management Journal (1989 to date) to present a thematic analysis of topics covered and their development over time, and statistical data (from 2002 to date) provided by the current publisher to assess quantitatively the use and impact of the journal worldwide. The paper then compares this with a series of key turning points in the records management profession.

Findings

There is evidence that the initial aspiration for the journal to make an important and long‐lasting impact on the field of records management in the UK has been exceeded because its readers and contributors are global. The volume of downloads has continued to increase year‐on‐year and the journal appears to be the only peer‐reviewed journal in the world in the records management discipline. The journal has responded to and kept abreast of the records management agenda.

Research limitations/implications

The analysis is based on the work of the current and immediate past Editor and did not seek the views of its Editorial Board members, readers or contributors to the journal.

Practical implications

Looking to the future, the journal must seek to widen its impact on other key stakeholders in managing information and records – managers, information systems designers, information creators and users – as well as records professionals. It must also continue to develop the scope of its content, whilst maintaining its focus on managing records, and must keep pace with technology developments. It should try to influence the professional agenda, be controversial, stimulate debate and encourage change. And it should remain a quality resource.

Originality/value

The paper provides a unique critical analysis of the journal, its history and contribution to the development of records management, on its 20th anniversary of publication.

Details

Records Management Journal, vol. 20 no. 1
Type: Research Article
ISSN: 0956-5698

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Book part
Publication date: 13 January 2021

Dieter Declercq

Abstract

Details

Satire, Comedy and Mental Health: Coping with the Limits of Critique
Type: Book
ISBN: 978-1-83909-666-2

Available. Open Access. Open Access
Article
Publication date: 11 June 2019

Ben Dyson, Donal Howley and Yanhua Shen

The purpose of this paper is to study teachers’ perspectives of social and emotional learning (SEL) in Aotearoa New Zealand (NZ) primary schools.

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Abstract

Purpose

The purpose of this paper is to study teachers’ perspectives of social and emotional learning (SEL) in Aotearoa New Zealand (NZ) primary schools.

Design/methodology/approach

This research was a case study design investigating the phenomenon of SEL in primary schools (elementary school level) in Aotearoa NZ (Stake, 2005).

Findings

The SEL themes that were drawn from the data were: positive interdependence, empowerment, self-management, self-awareness restorative conversations and circle time.

Research limitations/implications

The research challenges the field to work with teachers and community workers to create more in-depth qualitative research knowledge that is contextually relevant to SEL for researchers, educational policymakers and our children.

Originality/value

Based in Aotearoa NZ primary schools, this qualitative research provides a unique perspective of SEL from school-based practicing teachers.

Details

Journal of Research in Innovative Teaching & Learning, vol. 12 no. 1
Type: Research Article
ISSN: 2397-7604

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