Search results

1 – 10 of 26
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 2 March 2015

Siu Yee Cheng, David Bamford, Marina Papalexi and Benjamin Dehe

Healthcare organisations face significant productivity pressures and are undergoing major service transformation. The purpose of this paper is to disseminate findings from a Lean…

2460

Abstract

Purpose

Healthcare organisations face significant productivity pressures and are undergoing major service transformation. The purpose of this paper is to disseminate findings from a Lean healthcare project using a National Health Service Single Point of Access environment as the case study. It demonstrates the relevance and extent that Lean can be applied to this type of healthcare service setting.

Design/methodology/approach

Action research was applied and Lean tools used to establish current state processes, identify wastes and develop service improvement opportunities based upon defined customer values.

Findings

The quality of referral information was found to be the root cause of a number of process wastes and causes of failure for the service. Recognising the relationship and the nature of interaction with the service’s customer/supplier lead to more effective and sustainable service improvement opportunities and the co-creation of value. It was also recognised that not all the Lean principles could be applied to this type of healthcare setting.

Practical implications

The study is useful to organisations using Lean to undertake service improvement activities. The paper outlines how extending the value stream beyond the organisation to include suppliers can lead to improved co-production and generation of service value.

Originality/value

The study contributes to service productivity research by demonstrating the relevance and limitations of Lean application in a new healthcare service setting. The case study demonstrates the practical challenges of implementing Lean in reciprocal service design models and adds validity to existing contextual models.

Details

International Journal of Public Sector Management, vol. 28 no. 2
Type: Research Article
ISSN: 0951-3558

Keywords

Access Restricted. View access options
Article
Publication date: 11 January 2023

Sylvia Yee Fan Tang, Eric Siu Chung Lo, Fang-Yin Yeh and May May Hung Cheng

This study examined the relationship between early career teachers' (ECTs') perceived professional competence (PC) and teacher buoyancy (TB) and the contribution of such dynamic…

503

Abstract

Purpose

This study examined the relationship between early career teachers' (ECTs') perceived professional competence (PC) and teacher buoyancy (TB) and the contribution of such dynamic interaction between ECTs' perceived PC and TB to their thriving in the face of everyday teaching challenges.

Design/methodology/approach

The study adopted a concurrent mixed-methods research design. A total of 218 ECTs taking a postgraduate, part-time initial teacher education programme completed two quantitative measures: Professional Competence Questionnaire and Teacher Buoyancy Scale – Extended Version. Structural Equation Modelling (SEM) analysis was conducted to examine the relationship between PC and TB. Qualitative data via semi-structured interviews were collected from 14 survey respondents and were interpreted through a case study approach.

Findings

The quantitative findings showed: (1) Competence in classroom teaching predicts the personal and contextual dimensions of teacher buoyancy; and (2) Competence to work in schools predicts the personal dimension of teacher buoyancy. The qualitative findings showed two cases that exemplified how the dynamic interaction between ECTs' perceived PC and the personal and contextual dimensions of TB supported their development of teaching expertise.

Originality/value

The paper provides empirical findings on the relationship between PC and TB. It highlights ECTs' perceived Competence to work in schools as goal alignment and engagement with school policy as a crucial facilitating condition that develops ECTs' capacity to face daily challenges and engenders their thriving in terms of development of teaching expertise.

Details

Journal of Professional Capital and Community, vol. 8 no. 1
Type: Research Article
ISSN: 2056-9548

Keywords

Access Restricted. View access options
Article
Publication date: 6 November 2017

Siu-Kit Yeung, Wing-Mui Winnie So, Nga-Yee Irene Cheng, Tsz-Yan Cheung and Cheuk-Fai Chow

This paper aims to compare the learning outcomes of gaming simulation and guided inquiry in sustainability education on plastic waste management. The current study targets the…

1367

Abstract

Purpose

This paper aims to compare the learning outcomes of gaming simulation and guided inquiry in sustainability education on plastic waste management. The current study targets the identification of success factors in these teaching approaches.

Design/methodology/approach

This study used a quasi-experimental design with undergraduate participants who were randomly assigned to an eight-hour sustainability education class using either gaming simulation or guided inquiry. Pre- and post-tests on students’ knowledge, attitudes and intended behavior were conducted, followed by individual interviews to provide more detailed reflections on the teaching approach to which they were assigned.

Findings

In terms of knowledge acquisition and behavioral changes, the quantitative results suggested that the pre-/post-test in-group differences were significant in both groups. More importantly, a significant positive attitudinal change was observed in the gaming simulation group only. In the interviews, participants attributed effective knowledge acquisition to active learning element in class, while the characterization of cognitive dissonance triggered in the gaming simulation induced subsequent affective changes.

Practical implications

Activities in this program can be applied or modified to accommodate differences in other similar programs. The findings can also provide indicators to designs of similar programs in the future.

Originality/value

This paper explores plausible factors (ideology and implementation) that contribute to successful sustainability education programs. Through comparison between gaming simulation and guided inquiry, elements for effective education for sustainable development learning in the pedagogical designs are discussed.

Details

International Journal of Sustainability in Higher Education, vol. 18 no. 7
Type: Research Article
ISSN: 1467-6370

Keywords

Access Restricted. View access options
Article
Publication date: 15 September 2020

Joseph Lok-Man Lee, Noel Yee-Man Siu and Tracy Jun-Feng Zhang

Can we always expect that service recovery justice leads to satisfaction? Literature has shown that a number of moderating factors impact the recovery justice-satisfaction link in…

753

Abstract

Purpose

Can we always expect that service recovery justice leads to satisfaction? Literature has shown that a number of moderating factors impact the recovery justice-satisfaction link in different cultures. However, there is a dearth of research that has indicated the key cultural variables that play a moderating role. This study aims to attempt to fill the research gap by investigating the moderating role of concern for face, belief in fate and brand equity in the relationship between perceived justice and satisfaction in Chinese culture during service recovery.

Design/methodology/approach

The hypothesized relationships are tested using data from interviews with 600 persons who have recently complained about their telecommunications services. Structural equation modeling is applied in analyzing their responses.

Findings

Concern for face is found to strengthen the relationship between interactional justice perceptions and satisfaction, but to weaken the relationship between distributive justice perceptions and satisfaction. Belief in fate weakens the link between perceptions of interactional justice and satisfaction. Brand equity positively moderates the relationship between perceptions of interactional justice and satisfaction, but it negatively moderates the relationship between perceptions of distributive justice and satisfaction.

Practical implications

The cultural variables, namely, face, fate and brand equity, are found to serve as a moderating role in the relationship between recovery justice dimensions and satisfaction. They are more salient when it is related to social element. Face and brand equity, as interpersonal constructs, aggravate the impact of interactional justice on satisfaction. Fate, as non-social factor, weakens the impact of interactional justice on satisfaction. It is argued that managers should provide staff training in product knowledge and customer service as a preventive measure against damage to the brand. Regular customer satisfaction research and benchmarking exercises should be conducted to understand how customers perceive interactional justice.

Originality/value

This has been the first research to examine the impact of concern for face, belief in fate and brand equity in the relationship between justice perceptions and post-recovery satisfaction during service recovery.

Details

Journal of Consumer Marketing, vol. 37 no. 7
Type: Research Article
ISSN: 0736-3761

Keywords

Access Restricted. View access options
Article
Publication date: 13 September 2024

Joseph Lok-Man Lee, Noel Yee-Man Siu, Tracy Junfeng Zhang and Shun Mun Helen Wong

The purpose of this paper is to investigate the moderating role of cultural factors (concern for face and stability of attribution) in the relationships among service recovery…

152

Abstract

Purpose

The purpose of this paper is to investigate the moderating role of cultural factors (concern for face and stability of attribution) in the relationships among service recovery quality, postrecovery satisfaction and repurchase intention. Based on the politeness theory, this paper proposes a theoretical model for understanding how concern for face and stability of attribution may affect collectivists’ consumption behavior.

Design/methodology/approach

Data were collected in a field survey of 600 Hong Kong consumers who had experienced a telecommunications service failure. Partial least squares structural equation modeling (PLS-SEM) was used to test the theoretical hypotheses.

Findings

A cultural factor of concern for face is found to negatively moderate the relationship between service recovery quality and postrecovery satisfaction. Face also positively influences the relationship between postrecovery satisfaction and repurchase intention. Another cultural factor, stability of attribution, is found to negatively moderate the relationship between service recovery quality and postrecovery satisfaction and to negatively moderate the relationship between postrecovery satisfaction and repurchase intention.

Practical implications

This study contributes to the understanding of the relevance of concern for face and stability of attribution in collectivists’ consumption behavior. The findings have significant implications for managers in a position to exploit the cultural value mechanisms of collectivist consumers.

Originality/value

To the best of the authors’ knowledge, this has been the first research to examine the impact of concern for face and stability of attribution among service recovery quality, postrecovery satisfaction and repurchase intention.

Details

Journal of Asia Business Studies, vol. 18 no. 6
Type: Research Article
ISSN: 1558-7894

Keywords

Access Restricted. View access options
Article
Publication date: 17 November 2021

Noel Yee Man Siu, Tracy Junfeng Zhang and Ho Yan Kwan

By extending the expectancy-disconfirmation theory and integrating the elaboration likelihood model, this study aims to explore the reference effects (i.e. disconfirmation and…

1655

Abstract

Purpose

By extending the expectancy-disconfirmation theory and integrating the elaboration likelihood model, this study aims to explore the reference effects (i.e. disconfirmation and self-identity) and customer engagement that affect customer experience on satisfaction with a museum visit. The study is designed to test a dual-mediator mechanism involving disconfirmation and self-identity. The moderating role of cognitive, affective or behavioral engagements is also examined with the overall purpose to advance the understanding of customer experience in cultural consumption such as museum visits.

Design/methodology/approach

A self-administered field survey in two stages was carried out on visitors to the Hong Kong Museum of Art. A total of 465 valid response sets were used for analysis. Hypotheses were tested using confirmatory factor analysis, three-step mediation test, structural equation modeling and moderation regressions.

Findings

Disconfirmation and self-identity are found to be dual mediators in the experience–satisfaction relationship. Cognitive engagement reduces the effect of knowledge experience on disconfirmation and self-identity but increases that of the entertainment experience on disconfirmation and self-identity. Affective engagement amplifies the effect of knowledge experience on self-identity but mitigates the importance of entertainment evaluations.

Practical implications

Findings highlight the importance of both perceived knowledge and entertainment experiences in visitors’ evaluation of a cultural experience. Managers are suggested to craft promotional messages with the psychological appeal that connects visitors with museum services. Appropriate engagement tactics for museums can be developed to avoid overloading visitors with information.

Originality/value

Previous studies treat disconfirmation as the dominant reference effect in the formation of customer satisfaction. This study shows both disconfirmation and self-identity as dual reference effects that link the customer experience to satisfaction in the museum context, serving as a pioneer in defining how the influence of experience on reference effects varies depending on how customers are cognitively and affectively engaged in such context.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Access Restricted. View access options
Book part
Publication date: 3 September 2016

Jan Selmer, Jakob Lauring, Ling Eleanor Zhang and Charlotte Jonasson

In this chapter, we focus on expatriate CEOs who are assigned by the parent company to work in a subsidiary and compare them to those who themselves have initiated to work abroad…

Abstract

Purpose

In this chapter, we focus on expatriate CEOs who are assigned by the parent company to work in a subsidiary and compare them to those who themselves have initiated to work abroad as CEOs. Since we do not know much about these individuals, we direct our attention to: (1) who they are (demographics), (2) what they are like (personality), and (3) how they perform (job performance).

Methodology/approach

Data was sought from 93 assigned expatriate CEOs and 94 self-initiated expatriate CEOs in China.

Findings

Our findings demonstrate that in terms of demography, self-initiated CEOs were more experienced than assigned CEOs. With regard to personality, we found difference in self-control and dispositional anger: Assigned expatriate CEOs had more self-control and less angry temperament than their self-initiated counterparts. Finally, we found assigned expatriate CEOs to rate their job performance higher than self-initiated CEOs.

Originality/value

Although there may not always be immediate benefits, career consideration often plays a role when individuals choose whether to become an expatriate. For many years, organizations have used expatriation to develop talented managers for high-level positions in the home country. Recently, however, a new trend has emerged. Talented top managers are no longer expatriated only from within parent companies to subsidiaries. Self-initiated expatriates with no prior affiliation in the parent company are increasingly used to fill top management positions in subsidiaries.

Details

Global Talent Management and Staffing in MNEs
Type: Book
ISBN: 978-1-78635-353-5

Keywords

Access Restricted. View access options
Article
Publication date: 3 October 2016

Victor Zheng and Siu-lun Wong

The paper aims to explore the road to independence of the less-fortunate women in early Hong Kong society and their means in passing of wealth after death. In the 1970s, about 400…

143

Abstract

Purpose

The paper aims to explore the road to independence of the less-fortunate women in early Hong Kong society and their means in passing of wealth after death. In the 1970s, about 400 Chinese wills from the 1840s to the 1940s were dug up on a construction site in Hong Kong. One-fourth of these were from women who had held a substantial amount of property. How they obtained this property intrigued us because, at that time, women were seen as subordinate to men and excluded from the labor market. Why they had wills led to further questions about Hong Kong society of that time and the role of women in it.

Design/methodology/approach

The analysis of this paper is based on archival data gathered from the Hong Kong Public Records Office. These data include 98 women’s wills filed from the 1840s to the 1940s and a 500-page government investigation report on the prostitution industry released in 1879. The former recorded valuable information of brief testators’ family and personal life history, amount of assets, and profolio of investment, etc. The latter included testimonials of brothel keepers and prostitutes and their life stories and the background of legalizing prostitution in early Hong Kong. Apart from basic quantitative analysis on women’s marital status, number of properties, nature of wills and number of brothels, qualitative analysis is directed to review the testator’s life of self-reliance, wealth accumulation and reasons of using wills for arranging wealth transmission after death.

Findings

In this paper, the authors found that because the colonial government declared prostitution legal, and only women could obtain employment by becoming prostitutes or brothel keepers, they earned their own livelihood, saved money and finally became independent. However, because these professions were not seen as “decent”, and these women were excluded from the formal marriage system, intestacy could cause problems for them. Through their socio-business connections, they became familiar with the Western concept of testate inheritance. So, they tended to use wills – a legal document by which a person assigns someone to distribute his or her property according to his or her wishes after his or her death – to assign their property.

Research limitations/implications

Because only archival data are chosen for analysis, the research results may lack generalizability. Follow-up researches to examine whether the studied women acquired their wealth through their own work or simply as gifts from others are required.

Originality/value

This paper explores the understudied women’s life and method of estate passing after death in the early Hong Kong society. It fills the academic gap of women’s contribution to Hong Kong’s success and enriches our understanding on the important factors that could attribute women’s real independence.

Details

Social Transformations in Chinese Societies, vol. 12 no. 2
Type: Research Article
ISSN: 1871-2673

Keywords

Access Restricted. View access options
Article
Publication date: 13 August 2024

Rahul Bodhi, Shakti Chaturvedi and Sonal Purohit

Employee green behavior (EGB) is a type of pro-environment behavior at the workplace strategized by organizations to attain sustainable development goals. While organizations have…

414

Abstract

Purpose

Employee green behavior (EGB) is a type of pro-environment behavior at the workplace strategized by organizations to attain sustainable development goals. While organizations have prioritized eco-friendly practices to attain sustainability objectives, EGB has emerged as an essential area of research. Considering the need for sustained employee green behavior, it is important to understand what stimulates such behaviors in an organization. Therefore, we propose a theoretical model grounded in social exchange theory to assess the effect of organizational commitment on employee green behavior, work-related use of social media, social well-being and psychological well-being.

Design/methodology/approach

A questionnaire-based survey approach was used to collect data from 203 employees of Indian manufacturing and service industries. Partial least square structural equation modeling (PLS-SEM) analysis was applied to examine the proposed hypothesis.

Findings

The results revealed positive and significant effects of organizational commitment on psychological well-being, social well-being, work-related social media use and employee green behavior. Further, psychological well-being mediates the association between work-related social media use and employee green behavior.

Originality/value

This is one of the first studies to examine the effect of organizational commitment on employee green behavior to the best of our knowledge. Additionally, the findings empirically establish organizational commitment, work-related social media use and psychological well-being as antecedents to employee green behavior, thus offering novel insights and theoretically contributing to the employee green behavior, well-being and organizational literature.

Details

International Journal of Manpower, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0143-7720

Keywords

Access Restricted. View access options
Article
Publication date: 9 December 2024

Kylie Chiu Yee Lui

The COVID-19 pandemic had amplified feelings of isolation and alienation, particularly among school-aged children. The pandemic-related social distancing policies had led to a…

9

Abstract

Purpose

The COVID-19 pandemic had amplified feelings of isolation and alienation, particularly among school-aged children. The pandemic-related social distancing policies had led to a marked decline in students’ physical and social well-being, potentially fostering a sense of apathy among them. Upon returning to the “normal” in late 2022, a Chinese martial arts Outreach Program was launched in over 50 schools in Hong Kong, involving the entire student body and teachers at each school. This paper aims to explore the potential role of sports in enhancing student well-being in post-COVID times and as a societal response to the evolving sociopolitical landscape in Hong Kong, using the program as a case study.

Design/methodology/approach

Using ethnographic immersion, participant observation and semi-structured interviews, the study examines how the program sought to overcome the challenges students were facing during the pandemic through Chinese martial arts instruction and the teaching of traditional Chinese values.

Findings

The findings of this study reveal that the objectives of the Chinese martial arts Outreach Program not only centered on students’ immediate personal well-being but also entailed broader goals of advancing national education. The program’s design, which integrated sports and national education, emerged as a response to the pandemic and the sociopolitical transformations in Hong Kong, particularly following the implementation of the National Security Law.

Originality/value

The findings will deepen the understanding of how sport has been politicized as a means to respond to the societal changes in Hong Kong, especially after the pandemic.

Details

Social Transformations in Chinese Societies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1871-2673

Keywords

1 – 10 of 26
Per page
102050