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Article
Publication date: 4 December 2023

Frédéric Ponsignon, Laura Phillips, Philip Smart and Nicholas Low

This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals.

325

Abstract

Purpose

This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals.

Design/methodology/approach

Case-based research is undertaken to inform the design of service delivery systems for prevention-oriented consumption goals. Data from multiple informants, from both the provider and customer perspective, in two in-depth case studies, provide empirical insights.

Findings

Drawing on customer and provider perspectives, a model of service design for prevention-oriented goals is presented. The model is informed through the identification of service delivery system characteristics (facility layout, staff service orientation, facility appearance and staff presence/appearance) and perceived experience quality dimensions (control, duration, privacy and reliability impressions) that contribute to the fulfilment of prevention-oriented consumption goals.

Practical implications

The research affirms that it is critical for organisations to comprehend the goals they want their service delivery systems to enable in the customer experience. Specific attention should be given to the design of facility layout, staff-service orientation, facility appearance, staff presence/appearance to positively impact perceived quality dimensions and to facilitate the realisation of customer prevention goals.

Originality/value

The main research contribution lies in the articulation of the design characteristics of the service delivery system that enables a customer experience supporting the fulfilment of prevention goals. The empirical study draws on both customer and organisational perspectives to identify prevention-oriented goals, and corresponding experience quality dimensions, to inform service delivery system design.

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Article
Publication date: 22 August 2023

Jing Yin

Most research on sustainable tourism has been devoted to understanding the determinants of tourists' sustainable behavior on a unidimensional construct, overlooking the importance…

206

Abstract

Purpose

Most research on sustainable tourism has been devoted to understanding the determinants of tourists' sustainable behavior on a unidimensional construct, overlooking the importance of behavioral costs in sustainable travel behavior. To shed light on this issue, this study aims to quantitatively differentiate sustainable travel behaviors based on behavioral costs and to examine the impact of psychological factors on both low-cost and high-cost sustainable travel behaviors.

Design/methodology/approach

A survey of 470 tourists used Rasch analysis to measure the behavioral costs associated with sustainable travel behavior and partial least squares structural equation modeling (PLS-SEM) to test hypotheses.

Findings

The results indicate that the value-identity-personal norm model explains more variance in low-cost sustainable travel behaviors than in high-cost sustainable travel behaviors. This supports the central tenet of the low-cost hypothesis and also suggests that values and self-identity factors have a stronger influence on low-cost sustainable travel behavior. However, personal norms have a stronger influence on high-cost behaviors.

Practical implications

This research highlights the importance for tourism and destination managers to distinguish between different categories of sustainable travel behavior and to analyze their determinants separately. This allows for the development of tailored messages for specific groups of tourists based on the psychological drivers of sustainable travel behavior.

Originality/value

This study provides insights into the determinants of sustainable travel behaviors with different behavioral costs and highlights the importance of analyzing different categories of behaviors separately.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 4
Type: Research Article
ISSN: 2514-9792

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Article
Publication date: 1 April 2004

Eti Herman

The second part of a two‐part paper reports the preliminary conclusions derived from the pathfinder phase of a study devoted to a reassessment of the information needs of academic…

1641

Abstract

The second part of a two‐part paper reports the preliminary conclusions derived from the pathfinder phase of a study devoted to a reassessment of the information needs of academic researchers. Proceeding from the notion that long‐established research information needs may not have remained wholly unaffected by the changing realities of the knowledge society, this exploration of researchers' current information requirements and information seeking practices has been undertaken with a special emphasis on examining the validity of anything and everything we have customarily been holding true as to the information component of academic research work. The groundwork for the investigation has been laid down in a pilot project of seven in‐depth critical incident method‐based information needs interviews with faculty at the University of Haifa (Israel). The qualitative data thus obtained as to researchers' information needs, how they go about meeting these needs, and the barriers they encounter in the process have been analysed within the comprehensive framework proposed by Nicholas for a systematic description of information needs. The ensuing evaluation reported here considers 11 aspects of the present‐day academic researcher's information needs. With the first part of the paper focusing on the insights gained into the two major aspects of subject and function, the subsequent discussion of the remaining aspects rounds out this portrayal of research information needs.

Details

Aslib Proceedings, vol. 56 no. 2
Type: Research Article
ISSN: 0001-253X

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Article
Publication date: 1 October 2005

Muhammad Imran and Nicholas Low

The purpose of the paper is to explore this phenomenon, how initial choice in the history of transport policy in Pakistan became “locked into” suboptimal transport policies biased…

4482

Abstract

Purpose

The purpose of the paper is to explore this phenomenon, how initial choice in the history of transport policy in Pakistan became “locked into” suboptimal transport policies biased towards private vehicles and roads and now resisting change to a more sustainable transport policy.

Design/methodology/approach

The methodology was designed by applying the concept of “path dependence” on a case study of Pakistan. This approach helped to locate the “critical juncture” for explaining how transport decision has been made over time and on which basis.

Findings

Pakistan transport development, including urban transport planning, has become both “resource dependent” and “path dependent” upon international agencies which shapes the outcomes and limits the application of sustainable solutions in transport in ways that could be consistent with the local situation.

Research limitations/implications

The paper is a part of a research project, “identifying the institutional barriers to sustainable urban transport in Pakistan” which is in progress. Therefore, the paper may develop its findings at the end of the research project.

Practical implications

The paper provides valuable information to getting insight into urban transport politics of Pakistan.

Originality/value

The research paper has implied the concept of “path dependence” to explain the difference between reality and ideal in urban transport planning of Pakistan by the interventions of global agencies.

Details

Management of Environmental Quality: An International Journal, vol. 16 no. 5
Type: Research Article
ISSN: 1477-7835

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Article
Publication date: 7 July 2020

HyunJun Na

This study explores how the firm’s proprietary information has an impact on the bank loan contracts. It explains the propensity of using the competitive bid option (CBO) in the…

191

Abstract

Purpose

This study explores how the firm’s proprietary information has an impact on the bank loan contracts. It explains the propensity of using the competitive bid option (CBO) in the syndicate loans to solicit the best bid for innovative firms and how it changes based on industry competition and the degree of innovations. This research also examines how the interstate banking deregulation (Interstate Banking and Branching Efficiency Act) in 1994 affected the private loan contracts for innovative borrowers.

Design/methodology/approach

The study uses various econometric analyses. First, it uses the propensity score matching analysis to see the impact of patents on pricing terms. Second, it uses the two-stage least square (2SLS) analysis by implementing the litigation and non-NYSE variables. Finally, it studies the impact of the policy change of the Interstate Banking and Branching Efficiency Act of 1994 on the bank loan contracts.

Findings

Firms with more proprietary information pays more annual facility fees but less other fees. The patents are the primary determinants of the usage of CBO in the syndicate loans to solicit the best bid. While innovative firms can have better contract conditions by the CBO, firms with more proprietary information will less likely to use the CBO option to minimize the leakage of private information and the severe monitoring from the banks. Finally, more proprietary information lowered the loan spread for firms dependent on the external capital after the interstate banking deregulation.

Originality/value

The findings of this research will help senior executives with responsibility for financing their innovative projects. In addition, these findings should prove helpful for the lawmakers to boost economies.

Details

International Journal of Managerial Finance, vol. 17 no. 1
Type: Research Article
ISSN: 1743-9132

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Book part
Publication date: 31 August 2001

Albert Wertheimer, Richard Levy and Thomas O'Connor

Drugs in the same therapeutic class differ in their therapeutic profile, metabolism, adverse effects, dosing schedules, delivery systems, and other features. In addition, such…

Abstract

Drugs in the same therapeutic class differ in their therapeutic profile, metabolism, adverse effects, dosing schedules, delivery systems, and other features. In addition, such agents can provide backup if the initial drug sometimes fails in the development stage or in the market. The availability of a broad range of medicines enables physicians to treat with precision the individual needs of diverse patients and provides options when the first agent used is either ineffective or not tolerated. Some incremental innovations have been associated with overall cost savings. Competition among drugs in a therapeutic class drives prices down. Policies that limit research on incremental innovations may deny access to important therapies, reduce competition, and erode incentives for research.

Details

Investing in Health: The Social and Economic Benefits of Health Care Innovation
Type: Book
ISBN: 978-1-84950-070-8

Available. Content available
Article
Publication date: 15 December 2020

Yonca Hurol and Ashraf M. Salama

1154

Abstract

Details

Open House International, vol. 45 no. 4
Type: Research Article
ISSN: 0168-2601

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Article
Publication date: 1 December 2017

Yonca Hurol, Gemma Wilkinson, Fuad Hassan Mallick, Emmanuel Chenyi and Margaret Gordon

During his 75 years of life from the 9th of March 1942 until the 28th of September 2017 Nicholas Wilkinson was a very productive and hardworking individual. He grew up in the…

6

Abstract

During his 75 years of life from the 9th of March 1942 until the 28th of September 2017 Nicholas Wilkinson was a very productive and hardworking individual. He grew up in the north east of England in Corbridge, a small rural town in Northumberland. He was the third child of Zara and Tom Wilkinson and grew up together with his brother Warwick, his sister Joanna. He told me that as a child he played a lot by the riverside, and in their large family house garden and that, amongst other things, his outdoor childhood promoted a deep love of nature in him. His mother Zara had artistic abilities and his father, Tom a very good sense of judgement; Nicholas inherited these talents and characteristics from them. He was educated at Corchester Preparatory School in Corbridge and then at Bryanston School in Blanford, Dorset.

Details

Open House International, vol. 42 no. 4
Type: Research Article
ISSN: 0168-2601

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Article
Publication date: 1 December 2003

Robert Lowe, Malcolm Bell and David Roberts

This paper and part 1, which appeared in the last issue, set out the results of a housing field trial designed to evaluate the impact of an enhanced energy‐performance standard…

895

Abstract

This paper and part 1, which appeared in the last issue, set out the results of a housing field trial designed to evaluate the impact of an enhanced energy‐performance standard for dwellings. The project was designed to inform the next review of part L of the Building Regulations for England and Wales, which, following the publication of the UK government's White Paper on energy policy, is expected in 2005. The project reported explores the implications of an enhanced standard in the context of timber frame construction. Although, for programming reasons, it was necessary to terminate the research project at the end of the design phase, the results suggest that the standard investigated is well within the capacity of the industry. It was clear, however, that the whole supply chain will need to take a positive approach to the development of new solutions. The secret to a smooth and cost‐optimised transition is that the necessary development work begins immediately, not when regulation changes.

Details

Structural Survey, vol. 21 no. 5
Type: Research Article
ISSN: 0263-080X

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Article
Publication date: 27 April 2010

David Nicholas, Ian Rowlands, Paul Huntington, Hamid R. Jamali and Patricia Hernández Salazar

The purpose of this paper is to present some of the results of the project “Evaluating the usage and impact of e‐journals in the UK”. The particular research reported here…

2371

Abstract

Purpose

The purpose of this paper is to present some of the results of the project “Evaluating the usage and impact of e‐journals in the UK”. The particular research reported here evaluated the use of the ScienceDirect journals database with regard to Life Sciences, Economics, Chemistry, Earth & Environmental Sciences and Physics by ten major UK research institutions. The aim of the study is to investigate researchers' digital behaviour, and to ascertain whether their use and behaviours varied by subjects and disciplines, or in relation to the institutions in which they worked.

Design/methodology/approach

Raw logs for ScienceDirect were obtained for the period January to April 2007, were subject to deep log techniques and analysed using the Software Package for Social Sciences (SPSS).

Findings

Typically, 5 per cent of the ScienceDirect journals viewed accounted for a third to half of all use. A high proportion of researchers entered the ScienceDirect site via a third‐party site, and this was especially so in the case of the Life Sciences and in the highest‐ranked research institutions. There were significant institutional and subject differences in information‐seeking behaviour. In the most research‐intensive institutions, per capita journal use was highest and their users spent much less time on each visit. There were significant differences of the order of 100‐300 per cent in the age of material viewed between subjects and institutions. Just four months after ScienceDirect content was opened to Google indexing, a third of traffic to the site's Physics journals came via that route.

Originality/value

The research is one of the very few studies to investigate subject and institutional differences with regard to the information seeking and use of UK researchers, something UK academic librarians should particularly welcome.

Details

Journal of Documentation, vol. 66 no. 3
Type: Research Article
ISSN: 0022-0418

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