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Available. Open Access. Open Access
Article
Publication date: 2 July 2024

Rui M. Lima, Erik Teixeira Lopes, Derek Chaves Lopes, Bruno S. Gonçalves and Pedro G. Cunha

This work aims to integrate the concepts generated by a systematic literature review on patient flows in emergency departments (ED) to serve as a basis for developing a generic…

1098

Abstract

Purpose

This work aims to integrate the concepts generated by a systematic literature review on patient flows in emergency departments (ED) to serve as a basis for developing a generic process model for ED.

Design/methodology/approach

A systematic literature review was conducted using PRISMA guidelines, considering Lean Healthcare interventions describing ED patients’ flows. The initial search found 141 articles and 18 were included in the systematic analysis. The literature analysis served as the basis for developing a generic process model for ED.

Findings

ED processes have been represented using different notations, such as value stream mapping and workflows. The main alternatives for starting events are arrival by ambulance or walk-in. The Manchester Triage Scale (MTS) was the most common protocol referred to in the literature. The most common end events are admission to a hospital, transfer to other facilities or admission to an ambulatory care system. The literature analysis allowed the development of a generic process model for emergency departments. Nevertheless, considering that several factors influence the process of an emergency department, such as pathologies, infrastructure, available teams and local regulations, modelling alternatives and challenges in each step of the process should be analysed according to the local context.

Originality/value

A generic business process model was developed using BPMN that can be used by practitioners and researchers to reduce the effort in the initial stages of design or improvement projects. Moreover, it’s a first step toward the development of generalizable and replicable solutions for emergency departments.

Details

Business Process Management Journal, vol. 30 no. 8
Type: Research Article
ISSN: 1463-7154

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Book part
Publication date: 8 July 2021

Rebecca Bednarek, Miguel Pina e Cunha, Jonathan Schad and Wendy Smith

Over the past decades, scholars advanced foundational insights about paradox in organization theory. In this double volume, we seek to expand upon these insights through…

Abstract

Over the past decades, scholars advanced foundational insights about paradox in organization theory. In this double volume, we seek to expand upon these insights through interdisciplinary theorizing. We do so for two reasons. First, we think that now is a moment to build on those foundations toward richer, more complex insights by learning from disciplines outside of organization theory. Second, as our world increasingly faces grand challenges, scholars turn to paradox theory. Yet as the challenges become more complex, authors turn to other disciplines to ensure the requisite complexity of our own theories. To advance these goals, we invited scholars with knowledge in paradox theory to explore how these ideas could be expanded by outside disciplines. This provides a both/and opportunity for paradox theory: both learning from outside disciplines beyond existing boundaries and enriching our insights in organization scholarship. The result is an impressive collection of papers about paradox theory that draws from four outside realms – the realm of belief, the realm of physical systems, the realm of social structures, and the realm of expression. In this introduction, we expand on why paradox theory is ripe for interdisciplinary theorizing, explore the benefits of doing so, and introduce the papers in this double volume.

Details

Interdisciplinary Dialogues on Organizational Paradox: Learning from Belief and Science, Part A
Type: Book
ISBN: 978-1-80117-184-7

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Article
Publication date: 24 July 2018

Miguel Pina e Cunha, Pedro Neves, Stewart R. Clegg, Sandra Costa and Arménio Rego

The reorganization of the Portuguese national healthcare system around networks of hospital centers was advanced for reasons promoted as those of effectiveness and efficiency and…

1269

Abstract

Purpose

The reorganization of the Portuguese national healthcare system around networks of hospital centers was advanced for reasons promoted as those of effectiveness and efficiency and initially presented as an opportunity for organizational transcendence through synergy. The purpose of this paper is to study transcendence as felt by the authors’ participants to create knowledge about the process.

Design/methodology/approach

The paper consists of an inductive approach aimed at exploring the lived experience of transcendence. The authors collected data via interviews, observations, informal conversations and archival data, in order and followed the logic of grounded theory to build theory on transcendence as process.

Findings

Transcendence, however, failed to deliver its promise; consequently, the positive vision inscribed in it was subsequently re-inscribed in the system as another lost opportunity, contributing to an already unfolding vicious circle of mistrust and cynicism. The study contributes to the literature on organizational paradoxes and its effects on the reproduction of vicious circles.

Practical implications

The search for efficiency and effectiveness through strategies of transcendence often entails managing paradoxical tensions.

Social implications

The case was researched during the global financial crisis, which as austerity gripped the southern Eurozone gave rise to governmental decisions aimed at improving the efficiency of organizational healthcare resources. There was a sequence of advances and retreats in decision making at the governmental level that gave rise to mistrust and cynicism at operational levels (organizations, teams and individuals). One consequence of increasing cynicism at lower levels was that as further direction for change came from higher levels it became interpreted in practice as just another turn in a vicious circle of failed reform.

Originality/value

The authors contribute to the organizational literature on paradoxes by empirically researching a themes that has been well theorized (Smith and Lewis, 2011) but less researched empirically. The authors followed the process in vivo, as it unfolded in the context of complex strategic change at multiple centers.

Details

Qualitative Research in Organizations and Management: An International Journal, vol. 14 no. 3
Type: Research Article
ISSN: 1746-5648

Keywords

Available. Open Access. Open Access
Book part
Publication date: 23 September 2024

Bruno Luiz Americo, Stewart Clegg and Fagner Carniel

Despite being conjointly stronger in their synergies in the past, there is still a significant gap between management and organization studies and sociology. The temporal lag is…

Abstract

Despite being conjointly stronger in their synergies in the past, there is still a significant gap between management and organization studies and sociology. The temporal lag is also, on occasion, a substantive lag. The emergent sociological concept of emotional reflexivity has recently been used in organizational studies. The question that animates this contribution concerns the nature of this translation, reception, and extension; thus, we ask how organization studies have been using the sociological concept of emotional reflexivity? We will examine recent seminal sociological studies on emotional reflexivity to answer this inquiry and consider some organizational studies citing these. We describe the reception of sociological ideas of emotional reflexivity in management and organization studies literature. By analyzing the differences and disconnections produced within this discourse, it will be possible to understand that emotional reflexivity is rarely addressed in emotional encounters between people and other modes of being in modern organizations. We introduce narrative fiction as a method; the narrative focuses on the relationships between humans and other beings in the workplace dynamics of a vocational school. The story tells how Charlie, a deaf student, changed his life after entering the vocational school and becoming involved with different pedagogical teaching-learning strategies. Adopting two deaf dogs, which had both suffered from past unsuccessful adoption experiences, produced life-enhancing emotional reflexivity. We conclude with a research agenda scoping further directions.

Details

Sociological Thinking in Contemporary Organizational Scholarship
Type: Book
ISBN: 978-1-83549-588-9

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Article
Publication date: 1 June 2018

Pedro Fontes Falcão, Manuel Saraiva, Eduardo Santos and Miguel Pina e Cunha

After a hiatus in the research on individual differences in negotiation, there has been a surge of renewed interest in recent years followed by several new findings. The purpose…

1641

Abstract

Purpose

After a hiatus in the research on individual differences in negotiation, there has been a surge of renewed interest in recent years followed by several new findings. The purpose of this paper is to explore the effects that personality, as structured by the five-factor model, have over negotiation behavior and decision making in order to create new knowledge and prescribe advice to negotiators.

Design/methodology/approach

This study replicates observations from earlier studies but with the innovation of using a different methodology, as data from a sample of volunteer participants were collected in regard to their personality and behavior during two computerized negotiation simulations, one with the potential for joint gains and the other following a more traditional bargaining scenario.

Findings

Significant results for both settings were found, with the personality dimensions of agreeableness, conscientiousness, and extraversion systematically reoccurring as the most statistically relevant, although expressing different roles according to the type of negotiation and measure being registered. The findings thus suggest a multidimensional relationship between personality and situational variables in which specific traits can either become liabilities or assets depending upon whether the potential for value creation is present or not.

Originality/value

The new findings on the impacts of personality traits on both distributive and integrative negotiations allow negotiators to improve their performance and to adapt to specific distributive or integrative negotiation situations.

Details

EuroMed Journal of Business, vol. 13 no. 2
Type: Research Article
ISSN: 1450-2194

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Article
Publication date: 6 September 2024

Jose Marcos Carvalho de Mesquita, Hyunju Shin, João Paulo Longuinho and Luiz Rodrigo Cunha Moura

Research on showrooming has focused on investigating its antecedents, motivators and characteristics, leaving a gap regarding its consequences. Our study intends to build a…

215

Abstract

Purpose

Research on showrooming has focused on investigating its antecedents, motivators and characteristics, leaving a gap regarding its consequences. Our study intends to build a comprehensive framework to examine the role of showrooming behaviour on showrooming satisfaction and customer loyalty while exploring its antecedents.

Design/methodology/approach

Data collection took place in Brazil through an electronic form distributed on social media, reaching 393 people. After eliminating responses from those who had no showrooming experience, the final sample consisted of 310 respondents. The questions captured the costs and benefits of showrooming, internet savviness, showrooming behaviour, satisfaction with showrooming and customer loyalty (i.e. repurchase intention and positive word-of-mouth). We performed partial least squares data analysis by means of the statistical package Smart PLS 4.

Findings

The results show that showrooming behaviour is positively influenced by internet savviness and the perceived benefits of showrooming but not by the perceived costs of showrooming. In addition, showrooming behaviour positively influences satisfaction with showrooming and customer loyalty (i.e. repurchase intention and positive word-of-mouth). Finally, we identify satisfaction with showrooming as a mediator between showrooming behaviour and customer loyalty.

Originality/value

Given that the implications of showrooming behaviour on customer loyalty remain understudied, this work contributes to the marketing literature by demonstrating the influence of showrooming behaviour on satisfaction with showrooming and its consequential effect on customer loyalty. Moreover, we confirmed the mediating role of customer satisfaction in the relationship between showrooming behaviour and customer loyalty.

Details

International Journal of Retail & Distribution Management, vol. 52 no. 12
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 26 July 2019

João Barata, Paulo Rupino Cunha and Sharon Coyle

The purpose of this paper is to present an approach to incorporating mobility into continuous manufacturing following the advent of Industry 4.0 (I4.0).

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Abstract

Purpose

The purpose of this paper is to present an approach to incorporating mobility into continuous manufacturing following the advent of Industry 4.0 (I4.0).

Design/methodology/approach

The investigation is based on a year-long canonical action research into a paper-manufacturing company implementing core I4.0 technologies.

Findings

The findings show how to: classify manufacturing mobility strategy based on the dimensions of team, task and control; design business processes enabled by mobile cyber–physical resources; involve different stakeholders in modeling mobility; and create a comprehensive guide to assist in implementing the mobile digitalization required by I4.0.

Research limitations/implications

Despite the complexity, richness and depth of the insights obtained in this research for mobility management in process industries, this inquiry was conducted in a single organization.

Practical implications

As the fourth industrial revolution encourages decentralization and increased interaction between humans and machines, this paper presents a model to capture the mobility potential in manufacturing. The tools proposed in this research can be used to steer investments in industry transformations that fuse the physical and digital worlds, overcoming mobility constraints.

Originality/value

Theoretically, this paper expands the concept of manufacturing mobility in I4.0. In practice, it proposes a participative roadmap to assist technology management in increasingly decentralized environments, identifying the intertwined network of cyber–physical actors, processes and services.

Details

Journal of Manufacturing Technology Management, vol. 31 no. 1
Type: Research Article
ISSN: 1741-038X

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Article
Publication date: 30 August 2023

Gustavo Quiroga Souki, Alessandro Silva de Oliveira, Marco Túlio Correa Barcelos, Maria Manuela Martins Guerreiro, Júlio da Costa Mendes and Luiz Rodrigo Cunha Moura

Hotels provide high-quality guest experiences to generate perceived value for money (PVM), positively influencing word-of-mouth (WOM) and electronic word-of-mouth (eWOM…

577

Abstract

Purpose

Hotels provide high-quality guest experiences to generate perceived value for money (PVM), positively influencing word-of-mouth (WOM) and electronic word-of-mouth (eWOM) communication. This study aims to (1) verify the impacts of the perceived quality by the guests about their experiences in hotels on their PVM; (2) inspect the influence of guests' perception of hotel prices on PVM; (3) examine the impacts of guest PVM on their hotel experiences on WOM and eWOM and (4) investigate the consequences of the hotel guests' behavioural engagement on social networking sites (HGBE-SNS) on eWOM.

Design/methodology/approach

This quantitative and descriptive study consists of a survey with 371 guests who evaluated their experiences at three hotels in Brazil. PLS-SEM tested the hypothetical model that resorted to the stimulus-organism-response theory (S-O-R), proposed by Mehrabian and Russell (1974). Cluster Analysis compared the PVM, WOM and eWOM of groups of hotel guests with different levels of social media engagement.

Findings

Perceived quality by hotel guests positively impacts PVM. Perceived price negatively influences PVM. PVM had a positive and robust impact on WOM. PVM impacts and explains weakly eWOM. In contrast, HGBE-SNS affects and better explains eWOM than PVM.

Originality/value

This unprecedented investigation concomitantly exhibits the relationships between perceived quality, price, PVM, WOM, eWOM and HGBE-SNS. Hotels must offer high perceived quality experiences to influence PVM and WOM positively. PVM is unable to stimulate eWOM strongly. HGBE-SNS is pivotal for guests to share their hotel experiences through eWOM. This study suggests marketing strategies for hospitality companies to amplify customer engagement on SNS.

Details

The TQM Journal, vol. 36 no. 8
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 12 August 2021

Pedro Lucas de Resende Melo, Julio Araújo Carneiro-da-Cunha and Renato Telles

The purpose of this paper is to understand the relationship between franchisee support and brand value in micro-franchise chains. This study aims to understand the importance of…

401

Abstract

Purpose

The purpose of this paper is to understand the relationship between franchisee support and brand value in micro-franchise chains. This study aims to understand the importance of value delivery in support to the micro-franchisee aiming at increasing brand value.

Design/methodology/approach

The sample was composed of 148 micro-franchisees belonging to 70 chains located in Brazil. The questionnaire aimed to verify the franchisee’s degree of concordance with the support and brand value provided by the franchisor through a Likert scale. The questionnaire structure comprised of ten metrics associated with franchisee support, four metrics associated with the brand value perception and four potentially intervenient metrics. A regression analysis was carried out to confirm the results for the factor analysis, assuming that the three factors associated with support as independent variables and the brand factor as a dependent variable.

Findings

The three factors related to franchisee support were found to be significant predictors of brand value. Based on the values of the coefficients, it is possible to infer the positive nature of the association. An increase in franchisee support leads to an increase in the franchisee perception about brand value. The positive effect of training and franchisor’s support in prospection and installation improvement on the brand value evaluation by franchisees was supported by the statistical analyses conducted.

Research limitations/implications

This research complements the studies on brand citizenship behavior and franchisee brand commitment; the greater the support provided to the micro-franchisee, the greater its commitment to the brand values of the chain. This contribution is critical because we deal with micro-enterprises in a business environment with an intense resource scarcity. These aspects place restrictions on the delivery of support and brand value in these franchise chains.

Practical implications

Structured support plans and greater approximation with franchisees seem to be alternatives for this perception of value to be increased in micro-franchise chains. The attractiveness of a micro-franchise chain can be enhanced if the franchisor is able to show to its potential micro-franchisees that it offers adequate support for its business; and also for the capture of new micro-franchisees.

Social implications

The social implications aimed at entrepreneurs with low financial expenditure. The sustainability of these businesses is highly relevant in the case of emerging markets given the high rates of unemployment and informality. Hence, micro-franchises become one of the means for micro-entrepreneurs to enter the job market.

Originality/value

When dealing with micro-franchises, there is an intensification of this scarcity of resources due to the smaller amount captured by the franchisor, as well as the lower technical level found in the franchisees. The relationship between brand value and the perceived level of support and the consequent franchise satisfaction with the chain in franchises, symbolized by brand citizenship behavior, is still little studied, and there are promising new studies, especially on the different types of franchises.

Details

Journal of Entrepreneurship in Emerging Economies, vol. 14 no. 4
Type: Research Article
ISSN: 2053-4604

Keywords

Available. Open Access. Open Access
Article
Publication date: 28 March 2023

Ricardo Godinho Bilro, Sandra Maria Correia Loureiro and Pedro Souto

The purpose of this paper is to offer a comprehensive overview of current research on customer behavior in the business-to-business (B2B) context and propose a research agenda for…

16885

Abstract

Purpose

The purpose of this paper is to offer a comprehensive overview of current research on customer behavior in the business-to-business (B2B) context and propose a research agenda for future studies. Despite being a relatively recent area of interest for academics and practitioners, a literature review that synthesizes existing knowledge into coherent topics and outlines a research agenda for future research is still lacking.

Design/methodology/approach

Drawing on a systematic literature review of 219 papers and using a text-mining approach based on the Latent Dirichlet Allocation algorithm, this paper enhances the existing knowledge of B2B customer behavior and provides a descriptive analysis of the literature.

Findings

From this review, ten major research topics are found and analyzed. These topics were analyzed through the lens of the Theory, Context, Characteristics and Method framework, providing a summary of key findings from prior studies. Additionally, an integrative framework was developed, offering insights into future research directions.

Originality/value

This study presents a novel contribution to the field of B2B by providing a systematic review of the topic of customer behavior, filling a gap in the literature and offering a valuable resource for scholars and managers seeking to advance the field.

Details

Journal of Business & Industrial Marketing, vol. 38 no. 13
Type: Research Article
ISSN: 0885-8624

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