bluuebunny/crossref_metadata_2025 huggingface dataset:
Ways of learning in the pharmaceutical sales industry
Authors: Patricia Hunter Carrie
Published: September 2010

Purpose

The purpose of this paper is to document the ways pharmaceutical representatives learn for work and report attributes of (in)formality and other characteristics of ways of learning perceived as effective and frequently used.

Design/methodology/approach

A total of agents 20 from 11 pharmaceutical manufacturers across Canada participated in a Delphi collaboration creating a comprehensive list of ways in which they learn for work. In‐depth individual interviews with four agents explored the ways of learning they perceived as most frequent and effective. The Colley et al. framework was interpreted, extended, and applied to identify attributes of (in)formality and other elemental characteristics of these ways of learning.

Findings

Agents in this rapidly changing, competitive industry worked alone in geographically distributed territories. Learning had a special role in this industry: agents developed themselves broadly as resources to gain customer‐access required to promote products. Delphi participants identified 64 ways of learning (five categories). Most ways were self‐initiated, self‐directed, minimally structured, and may involve intentional incidental learning. Reported frequent and effective ways differed by agent, but all reported frequent and effective learning through self‐directed means with mixed (in)formal attributes. Customer facilitated and peer‐facilitated learning were common, despite isolation from co‐workers.

Originality/value

This paper reports on learning in a distinct and under‐researched industry. It demonstrates the importance of peer‐facilitated and on‐the‐job learning even in a distributed workforce and documents intentional incidental learning. It discovers an indirect way in which learning supports business objectives and it provides a framing tool for guiding reporting of characteristics of ways of learning.
Internet abuse and internet addiction in the workplace
Authors: Griffiths Mark
Published: September 2010

Purpose

This paper seeks to overview the issues, concerns and challenges relating to internet abuse and internet addiction in the workplace.

Design/methodology/approach

Using psychological literature, the paper outlines a number of important and inter‐related areas including brief overviews of internet abuse, and the most extreme form of internet abuse in the workplace (i.e. internet addiction).

Findings

The paper reveals that internet abuse is a relatively neglected area of research and that internet abuse is a potentially serious cause of concern for employers. It also highlights that there are many different kinds of internet abuse in the workplace (e.g. cybersexual internet abuse, and online friendship/relationship abuse, internet activity abuse, online information abuse, criminal internet abuse). It is concluded that internet abuse has the potential to be a serious occupational issue.

Research limitations/implications

The empirical base for the paper was based on a relatively small number of peer‐reviewed papers and relies heavily on the author's own work in the area.

Practical implications

Using the ﬁndings of the psychological literature, some guidance for managers on the issue of internet abuse in the workplace are presented.

Originality/value

Research on internet abuse and internet addiction is sparse and there is very little in the empirical literature concerning implications internet abuse in the workplace.
Key factors in global supply headquarters‐subsidiary control systems
Authors: Sánchez Loppacher Julio , Cagliano Raffaella , Spina Gianluca
Published: September 2010

Purpose

According to the reviewed literature, in order to build effective and efficient global supply (GS) strategies, multinational companies (MNCs) need to define and implement adequate headquarters' control and follow‐up systems for GS management performance in order to guarantee world supply consistence and alignment. The purpose of this paper is to shed some light on how key variables affect GS headquarters‐subsidiary control systems and their complementary behaviours across culturally similar business units.

Design/methodology/approach

Multiple case study methodology, with a sample including seven Italian MNCs, has expanded their operations to the Mercosur area (Latin America's Southern Common Market) and designed to guarantee theoretical replication in the analysis of the empirical evidence.

Findings

It was found that, although cultural similarities strongly influence MNCs' GS headquarters‐subsidiary control systems, other factors, such as purchasing and globalization sourcing strategy centralization and globalization process evolution, lead companies to implement complementary formal control systems that are consistent with the sharply personalized profile set by cultural proximity.

Research limitations/implications

In order to expand and deepen these conclusions, further research will be necessary to validate these findings in a wider sample, including companies from various countries of origin and destination. In any case, a longitudinal study could help to shed some light on the evolution of headquarters‐subsidiary relationships within global sourcing strategies.

Originality/value

The paper enables better understanding of the impact of and interactions between key driving factors in GS headquarters‐subsidiary control systems in cases of strong cultural similarities through a multi‐case sample study.
The role of modularity and integration in enhancing manufacturing performance
Authors: Liao Kun , Tu Qiang , Marsillac Erika
Published: September 2010

Purpose

The purpose of this paper is to examine the impacts of modularity‐based manufacturing practices (MBMP) and manufacturing system integration (MSI) on manufacturing performance (MP) using absorptive capacity as an important enabling factor.

Design/methodology/approach

Constructs were developed through a comprehensive literature review. Structural equation modeling was used to test the research model and hypotheses based on a large sample of 303 US manufacturing firms.

Findings

Both MBMP and MSI have significant impacts on MP. The positive effects of MBMP on MP are stronger than those of system integration. The absorptive capacity of a firm facilitates better use of modularity practices and system integration.

Practical implications

More attention should be given to modularity practices in resource allocation planning. Also, system integration together with modularity practices can generate significantly higher MP.

Originality/value

The paper is the first large‐scale empirical study to examine the effects of absorptive capacity on MSI and MBMP, which in turn impacts MP. Furthermore, the findings empirically support that a combination strategy of modularity and system integration can help manufacturing firms to achieve higher performance.
Impact of lean strategy on operational performance: a study of Thai manufacturing companies
Authors: Rahman Shams , Laosirihongthong Tritos , Sohal Amrik S.
Published: September 2010

Purpose

The purpose of this paper is to examine the extent to which lean management practices are adopted by manufacturing organizations in Thailand and their impact on firms' operational performance.

Design/methodology/approach

Using a survey questionnaire, data were collected against 13 lean practices from 187 middle and senior managers belonging to 187 Thai manufacturing firms. Using factor analysis these lean practices were then clustered into three higher level constructs namely just in time (JIT), waste minimization and flow management. The responding firms were categorized into small and medium enterprises (SMEs) and large enterprises (LEs) based on size and Thai‐owned, foreign‐owned and joint venture firms based on ownership. The multiple regression models were employed to investigate the effects of three lean constructs on operational performance in different categories of firms. The operational performance is measured by four parameters such as quick delivery compared to competitors, unit cost of products relative to competitors, overall productivity and customer satisfaction.

Findings

The results indicate that all three lean constructs are significantly related to operational performance. JIT has a higher level of significance in LEs compared with SMEs, whereas for waste minimization there is a higher level of significance for SMEs compared with LEs. Flow management has a much lower level of significance for both SMEs and LEs. With respect to ownership, JIT is highly significant to operational performance for all three ownership groups (Thai, foreign and joint venture). Foreign‐owned companies show a higher level of significance on operational performance for both waste management and flow management than Thai and joint venture companies.

Originality/value

The paper provides insights into the adoption of lean practices in an Asian context and using survey data as opposed to case studies, and provides further evidence that lean practices are significant in enhancing operational performance.
A computer simulation approach to evaluating assembly line balancing with variable operation times
Authors: Das Biman , Sanchez‐Rivas Jesus M. , Garcia‐Diaz Alberto , MacDonald Corinne A.
Published: September 2010

Purpose

The purpose of this paper is to develop a computer simulation model to evaluate the bowl phenomenon and the allocation at the end of the line of stations with either greater mean operation times or higher variability of operation times.

Design/methodology/approach

The model was developed on the basis of a realistic case problem and applied to a six‐station assembly line. The evaluation criteria were the: minimization of the total elapsed time; maximization of the average percentage of working time; and minimization of the average time in the system.

Findings

The performance of an assembly line with independently normally distributed operation times could be improved by applying the bowl phenomenon. The allocation of large operation mean times to stations located near the end of the line did not produce improved results. Instead a more balanced allocation proved to be more significantly effective. On the other hand, the assignment of larger variability of operation times to the stations near the end of the line improved the performance of the assembly line.

Originality/value

The investigation contributed to the computer simulation approach to solving assembly line problems that dealt with the impact of normally distributed operation times on the bowl phenomenon and assembly lines with increasing mean operation times and higher variability of operation times at the end of the line of stations.
Food on young children's television in the UK
Authors: Oates Caroline J. , Newman Nicki
Published: September 2010

Purpose

This paper aims to identify the different types of food featured on children's television in the UK and how frequently they appear.

Design/methodology/approach

A content analysis of children's television across four popular UK channels (CBBC, CBeebies, CiTV, Five) was carried out in Autumn 2008. All output including programmes, advertisements, sponsorship, trailers and idents was examined for verbal and visual instances of food and drink. Food and drink mentions were classified according to food categories.

Findings

The results showed a high incidence of food across the different kinds of output and across the four channels. In programmes, food mentions were skewed towards healthy (68.7 per cent v. 31.3 per cent) rather than unhealthy foods. The most frequent categories of food were fruit and vegetables, desserts, and grains.

Research limitations/implications

The findings presented here are based on four channels, and analysis of 84 hours of television content aimed at children. The study represents a qualitative picture based on a limited sample at a specific point in time.

Practical implications

The results demonstrate that Ofcom's latest UK guidelines on television advertising of HFSS foods are being adhered to during children's programmes, and question whether programming and other types of output offer a positive or negative view of food and whether they too require intervention.

Originality/value

The results widen the debate about obesity and television advertising by considering the importance of editorial content and other marketing communications in terms of food portrayal on children's television.
Shopping with mum – mother and daughter consumer socialization
Authors: Minahan Stella , Huddleston Patricia
Published: September 2010

Purpose

Responding to calls for a greater understanding of consumer socialization in young people, this paper aims to investigate daughters' perceptions of shopping with their mothers. It seeks to provide insights into the significance of the retail shopping experience for young women.

Design/methodology/approach

This exploratory study is based on 30 online and three face‐to‐face interviews with young women aged between 20 and 22. The authors asked the young women who they shopped with and why and to recount some of their best and worst shopping experiences. The interviews were coded and analysed to reveal several recurring themes. This paper reports only on data relating to shopping with their mothers.

Findings

The four major themes that emerged from the interviews with the young women were: gaining independence; trust in mother; the bank of mum; quality time with mum.

Research limitations/implications

The sample is limited to young women in a Midwest university in the USA. Attitudes to consumption and shopping and the mother daughter relationship are culturally derived and may differ in other contexts.

Practical implications

Women are critical to the retail industry and make the bulk of buying decisions for the family. Daughters represent the next generation of this major market force. Marketers and retailers must be cognizant of the power of this relationship.

Originality/value

This paper is the first to report on the daughter‐mother shopping experience, with daughters' perceptions of this experience and the outcomes of the consumer socialisation that occur.
Magnetism of shopping malls on young Turkish consumers
Authors: Vural Arslan Tulin , Senkal Sezer Filiz , Isigicok Erkan
Published: September 2010

Purpose

The aim of this paper is to discuss the reasons behind the attractiveness of shopping malls for young consumers in Turkey and then to determine the attractiveness factors of malls for this segment from the consumers' perspective.

Design/methodology/approach

The study was carried out through a survey of 621 young consumers (aged between 12‐24) in three out‐of‐town selected shopping malls in Bursa, Turkey. For a general evaluation of the data, factor analysis is applied. It is considered as a valuable tool to reduce dimension and group different characteristics of young consumers' mall usage.

Findings

The study reveals five mall attractiveness factors from the young Turkish consumers' perspective: retail environment, comfort conditions, socializing in a secure environment, accessibility, leisure. The importance of all these factors for this segment are evaluated with a comparative analysis with the findings of many other studies, analyzing the similar issues in relation to different cultures.

Research limitations/implications

The sampling frame for this research was limited to young consumers in Bursa, Turkey. Study findings, although interesting, are clearly not generalizable to all populations of young consumers or even all Turkish young consumers.

Practical implications

Identifying mall attractiveness factors for young consumers gives a better understanding about patronage motives than when it is applied to the market as a whole.

Originality/value

This is one of the first studies to provide an insight of mall attractiveness factors as identified by young Turkish consumers from the viewpoint of an urban studies researcher, rather than marketing researchers.
Ethnic advertising: adolescents' attitudes towards target and non‐target advertisements
Authors: Mohsin Butt Muhammad , Cyril de Run Ernest
Published: September 2010

Purpose

This article aims to explore attitudinal and behavioural differences between target and non‐target groups of ethnic advertisements. It seeks to expand the existing body of knowledge by investigating these differences from the perspective of young consumers in an Eastern context. This helps in testing the established theories of distinctiveness and cultural schemas in an Eastern society.

Design/methodology/approach

The study sample consists of 1,600 randomly selected adolescents from different states of Malaysia. Data were analysed using MANOVA, ANOVA and t‐test to explore the group differences between adolescents based on their ethnicity and advertisement type.

Findings

The results indicate a significant group difference between target and non‐target respondents to the advertisement. It also shows that ethnicity is a viable target variable for both majority and minority ethnic groups in Malaysia.

Research limitations/implications

Although there are many ethnic groups in Malaysia this research only investigated two ethnic groups. Therefore, the results may not be applicable to other ethnic minority groups in Malaysia.

Originality/value

The study explores the possibility of using ethnicity as a target variable for adolescents in an Eastern context. It investigates the issue in a holistic manner by incorporating views from target as well as non‐target groups.
Regulating child‐related advertising in Nigeria
Authors: Gbadamosi Ayantunji
Published: September 2010

Purpose

This paper aims to examine the Nigerian advertising environment with children as the target audience in relation to its regulatory system.

Design/methodology/approach

A comprehensive review of the extant relevant literature was conducted to provide the needed framework for exploring the state of ethics in advertising to children in Nigeria.

Findings

While it is shown that Nigeria like most other countries of the world has regulations on advertising to children in place, some examples from the industry indicate that some of the advertisers/marketers are not embracing these fully, hence the recommendation for a robust strengthening of how these rules are being implemented.

Social implications

The regulations will ensure a society which enjoys an ethically acceptable advertising with respect to children and their upbringing and safety, and will consequently be beneficial to all the stakeholders including the international community.

Originality/value

The paper reiterates the complexity inherent in the nature of the relevance of adverting to the life of children. Thus, it acknowledges its roles both as a beneficial tool which informs, educates, and offers social benefits; and the downside which revolves around its major criticism of being adopted unethically largely based on the irregularities in the way some marketers use it in the studied context.
Rental experience and likelihood to purchase rental car insurance among young adults
Authors: Dean Dwane H.
Published: September 2010

Purpose

Several studies have demonstrated an inverse relationship between experience in an activity and perceived risk for the individual in the activity. That is, as experience increases, perceived risk decreases. This phenomenon has been labeled risk acculturation. The present study aims to examine prior rental car experience for its effect on estimated odds of an accident and likelihood to purchase rental car insurance.

Design/methodology/approach

A convenience sample of 19‐24 year old students read a car rental scenario within a questionnaire and responded to questions regarding past risk behavior, car rental experience, perceived risk, likelihood of insurance purchase, and related topics.

Findings

Compared to people who had not rented a car before, people with prior rental experience estimated the odds of an accident involving their vehicle to be significantly less likely (a risk acculturation effect). Also, subjects with prior rental car experience were significantly less likely to purchase a collision damage waiver and supplemental liability insurance. Of the variables in this study, only experience significantly predicted both types of insurance purchase. The two variables of estimated odds of an accident and knowledge of existing insurance coverage were not significant predictors for either type of insurance purchase.

Research limitations/implications

Risk acculturation is best documented through a longitudinal study rather than the present cross‐sectional investigation. Although a sample of young adults with limited driving experience was helpful in identifying respondents who had not rented a car before, the results of the present study may not generalize to the broader population of car drivers.

Originality/value

The present study may be the first to identify a risk acculturation effect within an insurance context. However, the effect of experience on insurance purchase is independent of that of risk acculturation, and further research is needed to clarify the mechanism of the effect.
Idolizing sport celebrities: a gateway to psychopathology?
Authors: Hyman Michael R. , Sierra Jeremy J.
Published: September 2010

Purpose

Sport celebrities often endorse their team, their sport, and non‐sports‐related products. Increased idolizing of sport celebrities by adolescents is one artifact of this promotional practice. Although seemingly innocuous, adolescents who idolize sport celebrities may, as adults, come to worship such celebrities; this unhealthy obsession may afflict 10 percent or more of adults. If adolescent hero worship of sport celebrities is a gateway to this adult psychopathology, then alerting parents, as well as encouraging social responsibility among advertisers and sport teams/leagues, is critical. This paper aims to address the issues.

Design/methodology/approach

After a brief review of the literature on adolescent hero worship, the literature on the determinants and effects of celebrity worship are explored.

Findings

Once parents, advertisers, sport team/leagues are sensitized to the problem, adolescent hero worship of sport celebrities can be mitigated as a likely gateway to many adults' unhealthy obsession with celebrities.

Research limitations/implications

Directions for future sport celebrity worship research are suggested.

Practical implications

The incidence of a potentially psychologically damaging affliction can be reduced without harm to advertisers, sport teams/leagues, and athletes.

Social implications

Ways to reduce promotion‐induced sport celebrity worship – without eliminating sport promotion per se – are suggested. Recommendations are targeted for sport‐related and non‐sport‐related products as well as teams and leagues/conferences.

Originality/value

This paper is the first to suggest a link between adolescent hero worship of sport celebrities and psychologically dangerous celebrity worship by adults.
Contests: from a young consumer's perspective
Authors: Hongjun Wang
Published: September 2010

Purpose

The purpose of this paper is to examine how contests can be used to generate interest in a particular brand.

Design/methodology/approach

The paper studies the psyche of young consumers and examines the role of social networks and how young consumers rely on this media for new and instant information. It looks at how social networks have emerged as platforms on which entire campaigns are developed, utilizing various online web services to engage participants, getting them to solve problems and puzzles in order to win prizes.

Findings

In summary, when creating a contest for young consumers, marketers should first be able to appreciate the influences that the internet and social media have on their campaign in terms of getting the word out and how conversations may take place during the life of the contest, and factoring them into the equation when creating a contest.

Originality/value

The paper posits that contests, especially those conducted through social media, are a good way to solicit feedback and have genuine conversations with fans.
The state of public research on over‐the‐counter drug advertising
Authors: DeLorme Denise E. , Huh Jisu , Reid Leonard N. , An Soontae
Published: September 2010

Purpose

The over‐the‐counter (OTC) drug market is highly competitive, and consumer advertising is a prominent influence in OTC drug purchase and consumption. Given current marketplace conditions, it is important to summarize OTC drug advertising research. This paper aims to review the state of the public research literature on OTC drug advertising and provide a research agenda derived from the findings.

Design/methodology/approach

A literature review was conducted to identify the key themes in OTC drug advertising research and secondary data were collected about the regulation, nature, functions, and scope of OTC drug advertising.

Findings

Most pharmaceutical advertising studies have focused on prescription drugs, including the majority of direct‐to‐consumer advertising investigations. OTC drug advertising has received considerably less empirical attention. Since the mid‐1970s, only 24 OTC drug advertising studies have appeared sporadically in the literature. The cumulative findings are interesting and suggestive but dated, fragmented, and incomplete. Though research interest has waned, OTC drug markets and advertising spending have not. Advertising remains a prominent OTC drug purchase and consumption driver, likely spurred on by self‐medication and Rx‐to‐OTC drug switching. The state of the public research, the social and policy implications of self‐medication, and the growing OTC drug market signal that it is time to revisit OTC drug advertising content, processes, and effects.

Originality/value

The paper puts the subject of OTC drug advertising back on the radar of communication, advertising, and pharmaceutical marketing researchers and offers an agenda of research questions derived from the reviewed literature to guide and stimulate future studies.
Consumer perceptions of product‐claim versus help‐seeking direct‐to‐consumer advertising
Authors: Nikki Lee‐Wingate Sooyeon , Xie Ying
Published: September 2010

Purpose

The purpose of this paper is to better understand the effectiveness of direct‐to‐consumer advertising (DTCA) by examining consumer perceptions of persuasive intent and informativeness associated with product‐claim and help‐seeking advertisements, respectively.

Design/methodology/approach

In three behavioral experiments, a total of 413 participants provided data on their behavioral intentions and attitudes towards DTCA.

Findings

Consumers perceived help‐seeking DTCA as being highly informative without persuasive intent, whereas they perceived product‐claim DTCA as having high‐persuasive intent with little informativeness. Help‐seeking (versus product‐claim) DTCA was more effective in generating stronger behavioral intention to seek treatment for the ailments advertised (i.e. clinical depression and migraine). Consumer perceptions of persuasive intent and informativeness of DTCA were the underlying mediators for this result.

Research limitations/implications

The paper helps to resolve conflicting findings in the previous DTCA research by proposing and presenting evidence which suggests that the perceived persuasive intent and informativeness of the advertised message are two underlying constructs that drive DTCA effectiveness. Considering these two constructs in future research may provide a deeper understanding of how and why DTCA effectiveness varies across different types of DTCA.

Practical implications

The results provide useful information for pharmaceutical companies seeking to maximize DTCA effectiveness in increasing behavioral intention to seek treatment for an advertised disease. Considering the key findings, pharmaceutical companies may decide whether and to what extent to employ product‐claim or help‐seeing DTCA.

Originality/value

The paper is one of the first to comparatively examine consumer perceptions of the two different types of DTCA (product‐claim versus help‐seeking) in terms of their influence on behavioral intent to seek treatment for the advertised medical conditions.
International hospital outshopping: a staged model of push and pull factors
Authors: Veerasoontorn Ruamsak , Beise‐Zee Rian
Published: September 2010

Purpose

The purpose of this paper is to propose a general model that examines the contextual factors underlying the decision‐making process of international hospital outshopping.

Design/methodology/approach

Patients who chose medical treatment abroad were selected to analyze the drivers of internationalization in medical services. A total number of 27 international patients who traveled from developed countries to receive medical treatment at the largest hospital in Thailand were interviewed and their responses assessed through narrative analysis.

Findings

The narrative analysis reveals that while high costs and the deteriorating conditions of health care in developed countries are initially driving consumers to leave their local service area and choose foreign service providers, pull factors such as innovation, organizational efficiency, emotional service quality and patient‐doctor relationships in service encounters are nurturing a real preference for choosing foreign health care providers.

Research limitations/implications

This exploratory study is limited to the largest hospital in South East Asia. Future research could expand upon its findings and comparisons be made with other different foreign health care providers.

Practical implications

In order to attract foreign customers a personal service, such as medical treatment, must be based on and sustained by continuous innovation in service quality.

Originality/value

The paper is the first empirical in‐depth study that examines the factors underlying the decision‐making process of international hospital outshopping.
Strategic networks and the institutional environment
Authors: Järvensivu Timo , Lukkari Pirjo , Järvensivu Paavo
Published: September 2010

Purpose

The purpose of this paper is to discuss the impact of the institutional environment on strategic networks including their cohesiveness as well as institutional entrepreneurship activities conducted by members of these networks.

Design/methodology/approach

The paper presents a case study of the trade association Pharma Industry Finland (PIF) and its institutional environment.

Findings

Institutional environment and institutional entrepreneurship of a strategic network are intertwined in various ways. Changes in the institutional environment influence the strategic cohesiveness of the network and the mutual goals of its network members. As a result, PIF proactively engages in entrepreneurial activities to realize its interests.

Research limitations/implications

The paper of one network and one institutional environment is limited in generalizability. Further research is needed to explore if similar results can be obtained in other contexts.

Practical implications

In order to be successful, companies should be able to sense and evaluate which matters can be effectively addressed through collective institutional entrepreneurship and/or the company's own entrepreneurial activity.

Originality/value

This empirical study contributes to discussions on the theoretical understanding of strategic networks in relation to institutional environments, institutionally bounded strategizing in networks, and institutional entrepreneurship in business networks.
A new model for unlocking the value of entrepreneurial businesses
Authors: Skarzynski Peter , Schaedler Doug
Published: September 2010

Purpose

This article integrates observed leading practices for nurturing new businesses into a systematic approach for assessing and managing the risks of entrepreneurial businesses (start‐ups and new ventures within large organizations).

Design/methodology/approach

Extracted management practices from systematic observations of successful and failed entrepreneurial business.

Findings

The management practices of open innovation, experimentation‐driven discovery, and future‐back migration mapping can form the foundation of a systematic toolset for assessing and mitigating the basic risks and unlocking the value of entrepreneurial businesses.

Research limitations/implications

Since the three management practices described are recent innovations, their benefits were not systematically qualified.

Practical implications

These three management practices could help management and funding providers in VC and corporate environments weed out unviable ideas while nurturing promising opportunities that evolve into successful businesses. The end result should be that more good ideas will be funded, creating greater returns for capital providers and opportunity managers.

Originality/value

Illustrates new application of three recent management innovations that can help unlock the value of entrepreneurial businesses.
Application of importance‐performance analysis (IPA) to formulate customer satisfaction strategies in the direct sales industry in Malaysia
Authors: Musa Rosidah , Pallister John , Robson Matthew , Mohd Daud Norzaidi
Published: September 2010

Purpose

The purpose of this study is to develop and formulate marketing strategies by utilizing the importance‐performance analysis (IPA) which is an easy‐to‐use analytical technique that offers prescriptions for the management of customer satisfaction.

Design/methodology/approach

Based on a survey from 400 direct sales channel customers, the findings suggest that the ratings and rankings of attributes were largely determined by the methods utilized to measure the attributes' importance.

Findings

The results of IPA presented by the current investigation reflect that the matrix is sensitive to the importance measure used.

Research limitations/implications

This paper focuses on the Malaysian direct sales industry and concentrates only on application of importance‐performance analysis (IPA) to formulate customer satisfaction strategies.

Practical implications

The results have important implications for future research directions and business strategy practice.

Originality/value

This study is perhaps the first that concentrates on the application of IPA to formulate customer satisfaction strategies in Malaysia.
Analyze innovation strategy of technical‐intensive industries: scenario analysis viewpoint
Authors: Chang Hung‐Fan , Luo Chih‐Ming
Published: September 2010

Purpose

The purpose of this study is the analysis of innovation in technology‐intensive industries via the application of scenario analysis (SA) to master the development of market information and competitive environment. This study will employ the technical development of SONY video tape recorder (VTR) as a case study, and then provide more adequate decision information on the technology development strategy (TDS) planning process.

Design/methodology/approach

Scenario analysis strategy assessment model will be utilized to construct a future technical development model based on present status, and will diffuse and apply the forecasting model to the cycle period of future market technical innovation. Therefore, applying SA in this study can effectively connect historical information to the analysis of technology development.

Findings

This research used SONY VTR TDS as a case study that provides a strategy assessment model to technology‐intensive industry for technical development strategy planning as the basis of decision information for technical forecasting. Output of the R&D department is the core lifeline for the development of a company, and TDS is affected by the orientation of customer demand and has an impact on the development of TLC to form the cycle period of uncertainty.

Originality/value

This model applied the property of TDS assessment to grasp the development trend in the market, and it can enable the R&D department to integrate technical push and market demand pull. In turn, this results in a gain in the competitive edge for technical innovation through a combination with strategies and regulations.
Enterprise resource planning: risk and benefit analysis
Authors: Zare Mehrjerdi Yahia
Published: September 2010

Purpose

This article provides a brief review of current literature on ERP and its implementation in industries. To fully understand the ERP software key points, risks, benefits, critical success factors, implementation issues, and the fundamental on that are identified and reviewed. Some applications of ERP in public places, government offices, and industries are briefly discussed and four related cases are reviewed.

Design/methodology/approach

Provides a background on enterprise resource planning implementation, key elements of ERP, and review four important cases from the literature in that regard. To better introduce ERP software to new users the risks and benefits of that are discussed in item lists and each are described briefly.

Findings

Pointed to key benefits and risks of enterprise resource systems software and studies four cases from the literature related to the ERP implementation.

Originality/value

Due to the fact that a better management of a system is related to the full understanding of the technologies implemented and the system under consideration, sufficient background on the enterprise resource planning is provided. The lack of research papers and conceptual papers related to risk‐benefit analysis of ERP systems is a motivation for conducting this research.
Six courses of action to survive and thrive in a crisis
Authors: de Waal André , Mollema Esther
Published: September 2010

Purpose

Many organizations emerge from a crisis in a weak position because they focused too much on cost reductions. However, a review of past crises reveals that there are always organizations that seize the opportunities offered by crises. During difficult times these organizations tailor their strategy to their specific circumstances to achieve an optimum balance between what they have do and what they can do. These organizations do not automatically choose for a cost reduction strategy but consider a wide range of courses of action. As a result, they strengthen their position and, after recovery of the economy, they emerge as a frontrunner in their industry. This article reviews the possible courses of action during a recession, illustrated by companies that took these actions in practice, and explains how you can determine the course you need to take to help your organization to not only survive but thrive in a crisis.

Design/methodology/approach

On the basis of a previous meta analysis into high performance which identified five factors characteristics of a HPO, and a review of the financial strength of an organization, six courses of action are identified and illustrated with practical examples.

Findings

The examples of the courses of action as taken by the organizations described in this article reveal that “one size does not fit all”: each organization needs to examine its position carefully to identify the status of its financial situation and internal organization.

Research implications/limitations

Organizations can use the matrix of courses of action to determine the most appropriate course for the coming time.

Originality/value

This is the first time that the courses of action that an organization can take have been underpinned by scientific research, and as such managers can be more confident that they will take the right course of action.
Strategic tourism planning in practice: the case of the Open Academy of Tourism
Authors: Ladeiras Ana , Mota António , Costa Jorge
Published: September 2010

Purpose

The purpose of this paper is to illustrate the importance of a sound and participatory strategic planning process for the management of tourism at national and regional levels and its contribution to the sustainable development of destinations.

Design/methodology/approach

The case study presented in this paper is based on an academic/industry project, launched to support the practical learning of strategic tourism planning and the strategic management of tourism destinations by MBA students. The Open Academy of Tourism, a partnership between the Institute of Tourism, and the Portuguese National Association of Tourism Regions, was created to support the development of strategic plans for Portuguese tourism regions, while allowing students to test and fine tune a model for strategic planning and managing tourism destinations. To better understand the applicability of this model, 13 case studies based on the same number of strategic plans were developed.

Findings

The paper reveals that the effective management of any tourist destination can be enhanced by following a carefully developed tourism strategy which contemplates the involvement of all stakeholders. It also demonstrates that academia can work closely together with public tourism organisations to develop meaningful plans of action for destinations.

Originality/value

The paper highlights the potential and importance of strategy development in tourism, while alerting for the need of a clear vision and leadership of the process to improve success.
Competitive destination analysis in Southern European countries
Authors: Águas Paulo , Veiga Célia , Reis Helena
Published: September 2010

Purpose

The purpose of this paper is to analyse the competitiveness of the European Union Member States of Southern Europe (France, Greece, Italy, Portugal and Spain) as tourist destinations for European Union Member States of Central and Northern Europe (Austria, Belgium, Denmark, Finland, Germany, The Netherlands, Ireland, Sweden and the UK).

Design/methodology/approach

Application of the market share analysis tool, initially developed by Faulkner, using secondary data from Eurostat – statistical office of the European communities.

Findings

The results obtained show that France, Greece, Italy, Portugal and Spain present distinct levels of competitiveness for the various generating countries, with changes having occurred in the period between 1999 and 2007.

Originality/value

The paper offers refreshment of Faulkner's tool and an insight into tourist flows in Europe as a tool for tourism and hospitality managers.
Embracing user generated content within destination management organizations to gain a competitive insight into visitors' profiles
Authors: Carvão Sandra
Published: September 2010

Purpose

The purpose of this paper is to highlight the importance of incorporating user generated content (UGC) in the e‐marketing strategies and activities of destination management organizations (DMOs) and debate the possibilities that UGC offers in terms of market research and aiming at improved consumer profile and segmentation to increase destinations' competitive advantages.

Design/methodology/approach

The paper analyzes good practice examples of the integration UGC in the e‐marketing strategies of destination DMOs at national and local level and highlights the limited number of DMOs which develop market research using UGC.

Findings

An increasing number of DMOs have incorporated UGC in their e‐marketing strategies. Most DMOs now actively display in their web sites spaces dedicated to text and video UGC. Nonetheless, very few are using content analysis to better understand and profile the visitors' to their destinations and the enormous value of such information in terms of profiling and segmenting visitors' has not yet been integrated in the market research activities of DMOs.

Originality/value

The paper highlights the potential that UGC has to better understand the profile and satisfaction of the various segments of visitors to a destination.
A service quality evaluation scale for the hospitality sector
Authors: Salazar Ana , Costa Jorge , Rita Paulo
Published: September 2010

Purpose

The purpose of this paper is to present a scale for service quality evaluation in the hospitality sector. This scale has two aims: to assess the dimensions and attributes consumers use when evaluating the quality of the service provided by hotels, and to determine what influence service quality perceptions have on consumer behaviour, namely on customer intentions to return and to recommend the hotel.

Design/methodology/approach

The methodology used to develop the scale was divided into three stages: first, two well‐known models (SERVQUAL with direct formulation and SERPERF) were tested in 32 hotels, through 532 questionnaires. As these models were not conclusive, a second phase took place: 109 in‐depth interviews were conducted to assess the relevant factors or attributes for consumers during a hotel stay, both for the holiday and business segments. Based on the results of the interviews, a questionnaire was designed to evaluate service quality provided by four and five star hotels. On this third phase, a sample of 257 respondents/hotel customers was achieved.

Findings

The main results point to the existence of five dimensions: room (tangibles and service); feelings; restaurant service; tangibles (location, exterior and restaurant) and reception, explaining 56, 1 per cent of the consumers' service quality evaluation. Another finding points out the existence of a stronger relationship between service quality perceptions and the intention to recommend the hotel (74, 8 per cent) than the intention to return to the hotel (55, 9 per cent).

Originality/value

Based on the knowledge of the relative importance of the attributes consumers use when evaluating the service provided by four and five stars hotels, the relevant influence emotions have on consumers' service quality evaluation and the influence service quality perceptions have on behavioural intentions, several recommendations to managers are made, both in terms of managing the hotel, as well as tourist destinations.
e‐Learning as a tool to improve quality and productivity in hotels
Authors: Sarmento Manuela
Published: September 2010

Purpose

The purpose of this paper is to analyze the contribution of e‐learning in the improvement of quality and productivity in hotels.

Design/methodology/approach

The methodology is based on an inquiry answered by 34 hotels that are using e‐learning. For this purpose, a survey on five, four and three star hotels, located throughout Portugal, was conducted between January and March 2009.

Findings

The research reveals that hotels consider that e‐learning increases productivity and production volume. On the other hand, e‐learning contributes significantly to employees' motivation. The paper also concludes that managers' opinions about e‐learning strategies are dependent on the hotel category and head‐office nationality.

Originality/value

e‐Learning is based on information and communication technology and supports the educational process. Owing to the important results achieved, e‐learning is continuously gaining relevance in hotels, and in educational institutions. As such, analysing the contribution of e‐learning for quality improvement in hotels brings originality to the research whilst adding value to the body of knowledge in the industry.