This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09596119410052071. When citing the…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09596119410052071. When citing the article, please cite: Sally J. Messenger, Tony Atkins, (1994), “The Prudential Experience of Total Quality Management”, International Journal of Contemporary Hospitality Management, Vol. 6 Iss: 1/2, pp. 37 - 41.
Sally J. Messenger and Tony Atkins
Describes the “Way of Life” (WoL) Quality Improvement Programme, which wasan attempt by Prudential Assurance to improve its position in themarketplace. The programme concentrated…
Abstract
Describes the “Way of Life” (WoL) Quality Improvement Programme, which was an attempt by Prudential Assurance to improve its position in the marketplace. The programme concentrated originally on the workplace problems and tried to eliminate them. A four‐point strategy was developed and mechanisms were installed to monitor progress. The project has been very successful in terms of reducing unit costs, meeting business targets and improving productivity and externally, Prudential has been seen as a leader in the quality improvement field.
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Deonir De Toni, Rogério Pompermayer, Fernanda Lazzari and Gabriel Sperandio Milan
The symbolic value of wine is a relevant research topic and raises the interest in studies in both the enological and market areas. In this context, this study aims to understand…
Abstract
Purpose
The symbolic value of wine is a relevant research topic and raises the interest in studies in both the enological and market areas. In this context, this study aims to understand the role of the symbolic value of wine and its relationship to the product purchase intention.
Design/methodology/approach
The study is based on a survey of 269 wine consumers from Brazil. The basic theoretical framework includes three latent constructs (symbolic value, consumer attitude and product-norm experience) and three moderators (consumer involvement, willingness to pay and consumer preference). Relations between these are analyzed using the confirmatory factor analysis (CFA) and the moderated mediation analyses using Haye’s process.
Findings
This research identified that the symbolic value is totally mediated by consumers’ attitudes and product-norm experiences. However, such a relationship occurs directly for consumers with higher involvement with the product, higher willingness to pay, and who assume that wine is their preferred alcoholic beverage.
Originality/value
One of the contributions is to emphasize the symbolic value of wine and highlight how the relationship with different factors can interfere and explain consumer purchase intention and can influence the strategies, actions and investments of companies in the sector.
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Pournima Sridarran and Nirodha Gayani Fernando
In this present globalised era, outsourcing has become a very popular and much sought after procurement strategy for facilities management (FM). Generally, a sustainable…
Abstract
Purpose
In this present globalised era, outsourcing has become a very popular and much sought after procurement strategy for facilities management (FM). Generally, a sustainable procurement system should be capable enough to deliver the services free of disruptions. However, outsourcing can bring about changes in working patterns, organisational culture and management styles which can possibly disrupt the activities of an organisation. In order to avoid such disruptions, organisations need to adopt a measured approach towards this change. Accordingly, the purpose of this paper is to investigate the importance of change management to enable sustainable outsourcing of FM services.
Design/methodology/approach
Within commercial building context, the questions of “why change is not managed during outsourcing of FM services” and “how can it be managed” are investigated through case studies.
Findings
Organisations encountered various disagreements due to inadequate management of change during outsourcing. If the changes emanating from outsourcing are not managed satisfactorily, it would result in possible disruptions. However, to make changes happen successfully is one of the most challenging tasks faced by the leadership and corporate management of the organisations.
Originality/value
In order to facilitate the practitioners in the industry, this paper finally offers a framework for change management during outsourcing based on the findings.
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Colette Russell and Joanne Meehan
In the UK, major IT public procurement projects regularly fail at significant cost to the taxpayer. The prevalence of these failures presents scholars with a challenge; to both…
Abstract
In the UK, major IT public procurement projects regularly fail at significant cost to the taxpayer. The prevalence of these failures presents scholars with a challenge; to both understand their genesis and to facilitate learning and prevention. Functional approaches have revealed numerous determinants of failure ranging from procurement specifications to risk escalation, but true and definitive causes remain elusive. However, since failure is not itself an absolute truth, but rather a concept which is reached when support is withdrawn, the survival of a project depends on there being sufficient belief in its legitimacy. We use critical hermeneutic methods and the conceptual lens of legitimacy to reveal powerful legitimating influences that enable and constrain action, but which are not analysed in the retrospective government inquiries that determine lessons learned.
Tony Bennett and Gemma Wibberley
This paper focusses on the role of trade unions in policy and practice designed to address the workplace impact of domestic abuse. The paper aims to examine this union remit…
Abstract
Purpose
This paper focusses on the role of trade unions in policy and practice designed to address the workplace impact of domestic abuse. The paper aims to examine this union remit through the lens of corporate social responsibility (CSR).
Design/methodology/approach
In-depth interviews were conducted with 39 union representatives in a region of England to capture their views on and experiences of supporting members experiencing domestic abuse.
Findings
There is a clear ethical model by which the unions might articulate the key moral, legal and business drivers in determining effective domestic abuse policy and practice. Furthermore, the degree of “proximity”, in terms of union deliberation with employers and particularly joint action following disclosure, suggests that unions could play a key part in achieving “substantive” domestic abuse policy and practice within organisations.
Originality/value
Despite unions' capacity to offer significant support to employers and employees, the role of unions in addressing the workplace impact of domestic abuse is under-researched. With reference to the concept of CSR, the article adds to the knowledge of how to address the workplace impact of domestic abuse.
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Daniel Amos, Zairul Nisham Musa and Cheong Peng Au-Yong
The purpose of this paper is to present a comprehensive review of facilities management (FM) performance measurement (PM) research within the past two decades to understand…
Abstract
Purpose
The purpose of this paper is to present a comprehensive review of facilities management (FM) performance measurement (PM) research within the past two decades to understand existing gaps in FM PM literature.
Design/methodology/approach
The paper employs a systematic approach to review papers in FM PM published from 1997 to 2017. The articles published in selected peer-reviewed international journals in the last 20 years were collected by conducting literature search in the Web of Science and Scopus databases. The content of the papers were scrutinized to understand the gap in literature.
Findings
The review depicts a slow pace of FM PM research characterized by diverse and fragmented performance measures, whereas the existing PM frameworks are at the nascent stage.
Research limitations/implications
The judgments of the paper are based on the 54 papers selected for the critical review and analysis that should be treated as key issues in FM PM research agenda. The review also excludes energy management.
Originality/value
The paper identifies the gaps in the current PM literature in FM and set propositions for future research which is of utility and relevance to FM researchers more especially on the existing conceptual frameworks. To the best of the authors’ knowledge, this paper is the first attempt to conduct a review on FM PM in the extant literature.