Ngan Tuyet Truong, Duy Dang-Pham, Robert James McClelland and Mathews Nkhoma
This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation…
Abstract
Purpose
This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation.
Design/methodology/approach
The proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management.
Findings
The proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception.
Practical implications
This paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately.
Originality/value
This study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature.
服务创新、顾客满意度、和行为意向:一个理论模型研究目的
本论文建立一个理论模型, 以研究创新型服务对顾客满意度和行为意向的影响。随着服务创新逐渐成为产品科技创新的焦点, 本论文针对服务创新提出一个新的角度。
研究设计/方法/途径
本论文采用审阅服务运营管理、服务创新、和酒店管理的关键理论和概念, 提出理论模型。
研究结果
本论文提出的理论模型可以进行实际测试, 以检测酒店运营中服务创新相关的顾客满意度和行为意向。研究表明, 影响顾客满意度的因素有七个:创新性硬件因子、创新性人文因子、创新性功能性因子以影响顾客交易方面的满意度、复杂性、有意义性、新意、以及可负担度以决定整体顾客满意度。顾客期待是由社会因子、信息、知识、和其影响实际感官的需求、以及顾客期待和实际感知之间的差别。交易性满意度、整体满意度、和行为意向之间的关系能够全面解释顾客满意度, 其在感知前、中、和后的过程中。
研究实际意义
本论文强调了创新性服务流程和顾客评价对服务创新的重要性。本论文综合文献给出服务创新的概念能够帮助从业人员找到有效影响顾客满意度和行为意向的关键因素。因此, 制定出配合运营管理中的营销策略。
研究原创性/价值
本论文根据审视关键理论和相关文献, 提出了酒店运营中营销服务创新的顾客满意度关键因素。
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This paper evaluates intellectual capital (IC) within entrepreneurial environments, towards conceptualising the sequential role of education, its institutions in practice, and…
Abstract
Purpose
This paper evaluates intellectual capital (IC) within entrepreneurial environments, towards conceptualising the sequential role of education, its institutions in practice, and wider ecosystems. Well-established attributes of entrepreneurialism, such as idea generation, problem-solving, market expertise and risk awareness are commensurate to that of expected IC practices within enterprising organisations. However, scarce research has been undertaken concerning the confronting of IC practices and activities across collaborative, and sequential, multistakeholder partnerships and activities. This includes alignment to distinct stages of developmental entrepreneurialism inclusive of education and ecosystem support: knowledge exchange and training; mentoring the emergence of the start-up; strategically timing scale-ups; and continued navigation within networks while enduring change.
Design/methodology/approach
An integrative review of the relationship between IC, entrepreneurs and new ventures is undertaken to evaluate developmental IC practices as per this paper’s highlighted sequential stages, within entrepreneurial environments and organisational contexts.
Findings
Significant roles and responsibilities are evident among collaborative sectors, benefitting the entrepreneurial process and heightening the importance and emergence of IC within entrepreneurial environments. Exposure to enterprise-specific education and support emphasises the developmental human capital process of progressing and protecting ideas and ventures. Latterly, ecosystem engagement leads to consistent intrapreneurialism amongst employees and new venture partners, influencing structured IC systems and enterprising cultures and relational aspects of responsive branding of commercial activity and increased market agility.
Originality/value
Through presenting an attribute-based framework, this paper conceptualises sequential multistakeholder intervention of IC practices and organisational considerations within institutions, as well as guiding the developmental role of education in emboldening individuals and organisations through building IC and evidencing entrepreneurial thinking.
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Robert James Warwick, Adam Palmer and Janet McCray
This paper aims to explore the impact of action learning (AL) on an individual and an organisation, particularly the process by which each affected the other. The organisation is…
Abstract
Purpose
This paper aims to explore the impact of action learning (AL) on an individual and an organisation, particularly the process by which each affected the other. The organisation is a UK National Health Service (NHS) Trust that includes two hospitals.
Design/methodology/approach
This is a single person case study involving a clinician, but the voice of an author can also be heard. It involves the experience of the individual as they experience AL as part of a leadership development programme leading to a postgraduate certificate. The authors explain their caution of the case study approach and in doing so offer their thoughts in how this paper could be read and impact on practice.
Findings
The authors show a process whereby an AL set participant moves from being confident about their project to one of uncertainty as the impact of the project ripples throughout the organisation. Through this process of unsettlement, the individual’s unnoticed assumptions are explored in ways that enable practical action to be taken. In doing so, the individual’s leadership and identity developed.
Research limitations/implications
This is a single person case study in one organisation, thus affecting wider generalisation.
Originality/value
This single case study contributes to the debate on critical AL and the use of AL in the NHS.
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Robert James Thomas, Gareth Reginald Terence White and Anthony Samuel
The purpose of this study is to evaluate children’s perceptions and attitudes towards sponsorship transition, specifically the change from Nike to PUMA as kit sponsors for…
Abstract
Purpose
The purpose of this study is to evaluate children’s perceptions and attitudes towards sponsorship transition, specifically the change from Nike to PUMA as kit sponsors for Manchester City Football Club (MCFC) in July 2019.
Design/methodology/approach
A sample of 368 children, between 7 and 16 years of age were recruited for the study. Using electronic diaries, 1,577 diary entries were captured between February 2019 and March 2020.
Findings
Data reveals that children conceptualise sponsorship as a social exchange, with sponsoring brands seen as human entities and interaction with them reflecting the dynamism of social and familial relationships. Consequently, children in this study demanded prosocial and interpersonal behaviours from sponsors and sponsee during the transition period.
Research limitations/implications
The research has an immediate and direct application for brand managers and the sponsee when considering terminating long-term sponsorship. Both the departing and incoming sponsors can maximise their relationships with these younger fans through an orchestrated departure, arrival and dedicated handover.
Practical implications
The findings enable marketing brand managers to effectively evaluate sponsor transition to maximise opportunities to maintain, and indeed start, brand relationships with younger fans.
Originality/value
This is the first study that has examined sponsorship children’s responses to sponsorship transition.
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James Robert Wingham, Robert Turner, Joanna Shepherd and Candice Majewski
X-Ray-computed micro-tomography (micro-CT) is relatively well established in additive manufacturing as a method to determine the porosity and geometry of printed parts and, in…
Abstract
Purpose
X-Ray-computed micro-tomography (micro-CT) is relatively well established in additive manufacturing as a method to determine the porosity and geometry of printed parts and, in some cases, the presence of inclusions or contamination. This paper aims to demonstrate that micro-CT can also be used to quantitatively analyse the homogeneity of micro-composite parts, in this case created using laser sintering (LS).
Design/methodology/approach
LS specimens were manufactured in polyamide 12 with and without incorporation of a silver phosphate glass additive in different sizes. The specimens were scanned using micro-CT to characterise both their porosity and the homogeneity of dispersion of the additive throughout the volume.
Findings
This work showed that it was possible to use micro-CT to determine information related to both porosity and additive dispersion from the same scan. Analysis of the pores revealed the overall porosity of the printed parts, with linear elastic fracture mechanics used to identify any pores likely to lead to premature failure of the parts. Analysis of the additive was found to be possible above a certain size of particle, with the size distribution used to identify any agglomeration of the silver phosphate glass. The particle positions were also used to determine the complete spatial randomness of the additive as a quantitative measure of the dispersion.
Practical implications
This shows that micro-CT is an effective method of identifying both porosity and additive agglomeration within printed parts, meaning it can be used for quality control of micro-composites and to validate the homogeneity of the polymer/additive mixture prior to printing.
Originality/value
This is believed to be the first instance of micro-CT being used to identify and analyse the distribution of an additive within a laser sintered part.
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Demi Shenrui Deng, Soobin Seo, Robert James Harrington and David Martin
The purpose of this study is to examine the role of social presence in enhancing positive behaviors in the virtual reality (VR)-based wine tourism context through an innovative…
Abstract
Purpose
The purpose of this study is to examine the role of social presence in enhancing positive behaviors in the virtual reality (VR)-based wine tourism context through an innovative approach.
Design/methodology/approach
Two sequential experimental studies were conducted to test proposed hypotheses using Web and head-mounted display (HMD) VR formats. Specifically, Study 1 probed the influence of social presence on mental imagery, which subsequently impacted destination visit intention, drinking intent and memorable experience. Study 2 used a field experiment to explore the boundary effects of environmental cues (nature versus social) on social presence and a series of behavioral intentions using an HMD format.
Findings
The findings represent one of the first efforts to unravel the influence of social presence on positive behaviors through mental imagery and the moderating role of environmental cues.
Research limitations/implications
This research enhances the understanding of wine tourism, drawing upon social presence theory and stimulus-organism-response framework.
Practical implications
The outcomes provide valuable insights for wine tourism marketers in developing innovative marketing strategies by addressing the usage of social presence and environmental cues in a VR setting.
Originality/value
To the best of the authors’ knowledge, this study is the first to enrich the existing knowledge of wine tourism by exploring the role of social presence and environmental cues in both Web and HMD VR formats.
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Martin Frutiger, Tamasin Taylor and Robert James Borotkanics
The purpose of this paper is to examine the relationship between self-reported non-specific neck pain (NSNP) with presenteeism and biopsychosocial factors in office workers.
Abstract
Purpose
The purpose of this paper is to examine the relationship between self-reported non-specific neck pain (NSNP) with presenteeism and biopsychosocial factors in office workers.
Design/methodology/approach
This cross-sectional study was conducted on office workers (n=119) from four workplaces in Sydney, Australia. Data were collected using online questionnaires comprising the Neck Pain and Disability Scale, Neck Bournemouth Index and Stanford Presenteeism Scale 6. Psychosocial factors were explored given their etiological and maintenance roles in musculoskeletal disorders. A combination of linear, generalised linear and ordinal regression models were applied.
Findings
The study found that presenteeism was significantly associated with NSNP. Psychosocial factors such as concentration, emotional stress, anxiety, depression and outlook were found to be associated with increased NSNP.
Research limitations/implications
This research has implications as it expands understanding of the interplay between presenteeism and NSNP and psychosocial factors in the workplace.
Originality/value
The study identified the importance of organisations being able to identify when an office worker may be working while experiencing NSNP and how they may best support their employee’s recovery to prevent long-term disability and work productivity issues. These findings inform workplace policy formation by public health agencies.
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Robert James Thomas, Gareth Reginald Terence White and Anthony Samuel
The purpose of this research is to understand what motivates 7–11-year-old children to participate in online brand communities (OBCs). Prior research has concentrated on…
Abstract
Purpose
The purpose of this research is to understand what motivates 7–11-year-old children to participate in online brand communities (OBCs). Prior research has concentrated on prescriptive product categories (games and gaming), predominantly adolescent groups and the social aspects of community engagement and actual behaviour within communities, rather than the motivations to participate with the OBC. This has ultimately limited what has been gleaned, both theoretically and managerially, from this important segment.
Design/methodology/approach
An interpretive, longitudinal position is adopted, using a sample of 261 children (113 male and 148 female) from across the UK, using event-based diaries over a 12-month period, generating 2,224 entries.
Findings
Data indicate that children are motivated to participate in a brand community for four reasons: to support and ameliorate pre-purchase anxieties, resolve interpersonal conflicts, exact social dominance in terms of product ownership and perceptions of product knowledge and to actively engage in digitalised pester power. The study also reveals that certain motivational aspects such as conflict resolution and exacting dominance, are gender-specific.
Research limitations/implications
Knowledge of children’s motivation to engage with OBCs is important for marketers and brand managers alike as the data reveal markedly different stimuli when compared to known adult behaviours in the field. Given the nature of the study, scope exists for significant future research.
Practical implications
The study reveals behaviours that will assist brand managers in further understanding the complex and untraditional relationships that children have with brands and OBCs.
Originality/value
This study makes a novel examination of a hitherto little-explored segment of consumers. In doing so, it uncovers the theoretical and practical characteristics of child consumers that contemporary, adult-focussed literature does not recognise. The paper makes an additional contribution to theory by positing four new behavioural categories relating to community engagement – dependers, defusers, demanders and dominators – and four new motivational factors which are fundamentally different from adult taxonomies – social hegemony, parental persuasion, dilemma solving and conflict resolution.
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Robert James Thomas, Gareth Reginald Terence White and Anthony Samuel
The purpose of this paper is to explore the social and personal drivers of co-creation in children.
Abstract
Purpose
The purpose of this paper is to explore the social and personal drivers of co-creation in children.
Design/methodology/approach
A sample of 463 children aged between 7 and 13 years were recruited. Using electronic event-based diaries, 2,631 entries were captured during an 18-month period.
Findings
Data from 861 entries identified a series of anomalous external social and personal factors that drove children to engage in co-creation. These were for maintaining external relationships, dealing with addiction to the co-creation process and dealing with personal loneliness.
Research limitations/implications
The study reveals new, unconventional and gender-specific behaviours that might assist marketers in understanding children’s complex relationships with co-creation and brands.
Originality/value
To the best of the authors’ knowledge, this is the first study of its kind to examine children’s social and personal drives to engage in co-creation.