The research seeks to evaluate stakeholder perceptions of firms, the extent these assessments impact trust in firms and possible implications for sustainability communications.
Abstract
Purpose
The research seeks to evaluate stakeholder perceptions of firms, the extent these assessments impact trust in firms and possible implications for sustainability communications.
Design/methodology/approach
Three studies were undertaken involving two experiments (n = 436, n = 393) and one survey (n = 217). Analyses of variance was used in all three studies and in studies 2 and 3—to test for possible mediators—each variable was tested using Hayes' PROCESS macro (Hayes, 2013) with bootstrapping of 5,000 samples.
Findings
Results demonstrate significant favouring of sustainability-minded firms. Some differences between consumers and investors were found but also notable commonalities such as a general propensity to favour purpose-oriented firms and similar determinations of trust in firms.
Practical implications
Findings could support more effective sustainability communications and firm decisions regarding investments in purpose- and sustainability-oriented initiatives. The results may also support designs to pursue and promote designations (e.g. B Corp) that legitimize sustainability claims.
Originality/value
This research was unique in its evaluation of two stakeholder types in the same context. Further, it provides new insights into how a firm’s profit-purpose orientation affects stakeholder perceptions and assessments of trustworthiness.
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Suzanne Markham Bagnera and Peter Szende
This chapter discusses techniques for scheduling and organizing staff to meet guest demands and financial obligations. Key building blocks relevant to labor management are…
Abstract
This chapter discusses techniques for scheduling and organizing staff to meet guest demands and financial obligations. Key building blocks relevant to labor management are explained, such as productivity, fixed and variable labor hours, and the development of realistic performance standards to help organizations optimize productivity. As a next step, this chapter illuminates the importance of providing management labor standards and staffing models, which are key management tools. Lodging and food and beverage labor strategies are presented. Finally, effective planning of labor scheduling is also discussed.
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A short piece on the efficacy of employing brief motivational interventions (one‐to‐one interviews) with young people as a method of reducing their drinking or smoking. If…
Abstract
A short piece on the efficacy of employing brief motivational interventions (one‐to‐one interviews) with young people as a method of reducing their drinking or smoking. If conducted within a medical context they can be seen to have a significant effect on the young person’s future behaviour.
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– The purpose of this paper is to examine the internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty.
Abstract
Purpose
The purpose of this paper is to examine the internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty.
Design/methodology/approach
A total of 1,000 questionnaires were distributed for internet banking customers and 520 were returned (resulting 52 percentage of response rate).
Findings
The results confirmed that the all four dimensions (personal need, site organization, user friendliness, and efficiency of website) are distinct constructs. The results also indicated that internet banking service quality consisting of four dimensions has appropriate reliability and each dimensions has a positive significant relationship with internet banking service quality. The efficiency of banking website is the important aspect of internet banking service quality. The finding found that the relationship between internet banking service quality, e-customer satisfaction and e-customer loyalty are significant.
Practical implications
The results show that the higher level of internet banking service quality significantly impacts to e-customer satisfaction and consequently leads to e-customer loyalty and a lower intention to leave the relationship with bank.
Originality/value
This study proposes a model to understand the effect of internet banking service quality on e-customer satisfaction and e-customer loyalty in developing country. The constructs truly reflect the dynamism of customers’ banking relationship and a better understanding the attitude on internet banking will help the bankers in implementing more effective marketing strategies.
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Suzanne Livesey and Peter Wynne
Presents the main research findings of the HyLiFe Project in extending hybrid library services to students on courses franchised by the University of Central Lancashire. The…
Abstract
Presents the main research findings of the HyLiFe Project in extending hybrid library services to students on courses franchised by the University of Central Lancashire. The franchised student user profile is presented, and its characteristics compared and contrasted with that of the distance learner. A discussion of issues arising during implementation considers the importance of the empowerment of the user to successful take‐up of the service, as distinct from superficial promotion. This empowerment is held to consist in the incorporation of required service use into course instruction and assignments and physical availability of the service on demand. The paper concludes with a discussion of the lessons learned from the management strategies adopted during the research, including how collaboration between HyLiFe and pre‐existing service could have been improved.
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The purpose of this paper is to provide a retrospection on the importance, origins and development of the research programs in the author’s career.
Abstract
Purpose
The purpose of this paper is to provide a retrospection on the importance, origins and development of the research programs in the author’s career.
Design/methodology/approach
The study uses an autobiographical approach.
Findings
Most of the articles, research monographs and books that constitute this research and publishing efforts can be categorized into seven distinct, but related, research programs: channels of distribution; marketing theory; marketing’s philosophy debates; macromarketing and ethics; relationship marketing; resource-advantage theory; and marketing management and strategy. The value system that has guided these research programs has been shaped by specific events that took place in the author’s formative years. This essay chronicles these events and the origins and development of the seven research programs.
Originality/value
Chronicling the importance, origins and development of the seven research programs will hopefully motivate and assist other scholars in developing their own research programs.
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This paper explores the documentation of social and spatial transformation in the Walworth area, South London. Spatial narratives are the entry point for my exploration, where…
Abstract
This paper explores the documentation of social and spatial transformation in the Walworth area, South London. Spatial narratives are the entry point for my exploration, where official and ‘unofficial’ representations of history are aligned to capture the nature of urban change. Looking at the city from street level provides a worldly view of social encounter and spaces that are expressive of how citizens experience and shape the city. A more distanced view of the city accessed from official data reveals different constructs. In overlaying near and far views and data and experience, correlations and contestations emerge. As a method of research, the narrative is the potential palimpsest, incorporating fragments of the immediate and historic without representing a comprehensive whole. In this paper Walworth is documented as a local and Inner City context where remnants and insertions are juxtaposed, where white working class culture and diverse ethnicities experience difference and change. A primary aim is to consider the diverse experiences of groups and individuals over time, through their relationship with their street, neighbourhood and city. In relating the Walworth area to London I use three spatial narratives to articulate the contemporary and historic relationship of people to place: the other side examines the physical discrimination between north and south London, the other half looks at distinctions of class and race and other histories explores the histories displaced from official accounts.
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Doug Paxton and Suzanne Van Stralen
“We live at a hinge time in history, a threshold time when societies and cultures are being recomposed. We are learning that the way life used to work—or the way we thought it…
Abstract
“We live at a hinge time in history, a threshold time when societies and cultures are being recomposed. We are learning that the way life used to work—or the way we thought it should— doesn’t work any longer” (Parks, 2009, p. xv). This article is about learning, culture change, practice and leadership. Many wise minds have articulated the leadership mindset we need for the future, and what remains stubbornly elusive is how we get there. We believe the difficult challenge of developing a new mindset--a new view of the world--to address the complexity and dynamic nature of the 21st century is of central importance to leadership education today. As Einstein famously conveyed, we cannot address the problems of today with the same mindset that created those problems. Our inquiry explores the following questions: “How do we develop the skills, capacities and consciousness necessary for bringing creativity, innovation and a new mindset to our most strategic and pressing organizational challenges? How do we practice our way into a new paradigm of leadership?” We invite you to join us in this inquiry into leadership
Suzanne Nobrega, Cesar Morocho, Michelle M. Robertson, Alicia Kurowski, Serena Rice, Robert A. Henning and Laura Punnett
Total Worker Health® (TWH) programs, which represent a holistic approach for advancing worker safety, health and well-being, require an employer to adapt programmatic coordination…
Abstract
Purpose
Total Worker Health® (TWH) programs, which represent a holistic approach for advancing worker safety, health and well-being, require an employer to adapt programmatic coordination and employee involvement in program design and delivery. Organizational readiness for such measures requires competencies in leadership, communication, subject expertise and worker participation. In the absence of documented methods for TWH readiness assessment, the authors developed a process to prospectively identify implementation facilitators and barriers that may be used to strengthen organizational competencies and optimize the organizational “fit” in advance.
Design/methodology/approach
The mixed-method baseline assessment instruments comprised an online organizational readiness survey and a key leader interview; these were administered with key organizational and labor leaders in five US healthcare facilities. Findings about organizational resources, skills available and potential implementation barriers were summarized in a stakeholder feedback report and used to strengthen readiness and tailor implementation to the organizational context.
Findings
The research team was able to leverage organizational strengths such as leaders' commitment and willingness to address nontraditional safety topics to establish new worker-led design teams. Information about program barriers (staff time and communication) enabled the research team to respond with proactive tailoring strategies such as training on participant roles, extending team recruitment time and providing program communication tools and coaching.
Originality/value
A new method has been developed for prospective organizational readiness assessment to implement a participatory TWH program. The authors illustrate its ability to identify relevant organizational features to guide institutional preparation and tailor program implementation.