bluuebunny/crossref_metadata_2025 huggingface dataset:
Why service recovery fails
Authors: Michel Stefan , Bowen David , Johnston Robert
Published: June 2009

Purpose

The keys to effective service recovery are familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and many managers claim their organizations cannot respond to and fix recurring problems quickly enough. Why does service recovery so often fail and what can managers do about it? This paper aims to address these issues.

Design/methodology/approach

The objective is to produce an interdisciplinary summary of the growing literature on service recovery, bringing together what each of the author's domain – management, marketing, and human resources management – has to offer. By contrasting those three perspectives using 141 academic sources, nine tensions between customer, process, and employee recovery are discovered.

Findings

It is argued that service recovery often fails due to the unresolved tensions found between the conflicting perspectives of customer recovery, process recovery, and employee recovery. Therefore, successful service recovery requires the integration of these different perspectives. This is summarized in the following definition: “Service recovery are the integrative actions a company takes to re‐establish customer satisfaction and loyalty after a service failure (customer recovery), to ensure that failure incidents encourage learning and process improvement (process recovery) and to train and reward employees for this purpose (employee recovery).”

Practical implications

Managers are not advised to directly address and solve the nine tensions between customer recovery, process recovery, and employee recovery. Instead, concentrating on the underlying cause of these tensions is recommended. That is, managers should strive to integrate service recovery efforts based upon a “service logic”; a balance of functional subcultures; strategy‐driven resolution of functional differences; data‐based decision making from the seamless collection and sharing of information; recovery metrics and rewards; and development of “T‐shaped” employees with a service, not just functional, mindset.

Originality/value

This paper provides an interdisciplinary view of the difficulties to implement a successful service recovery management. The contribution is twofold. First, specific tensions between customer, process and employee recovery are identified. Second, managers are offered recommendations of how to integrate the diverging perspectives.
Management of sales advisers and service climate: an experiment
Authors: Poujol Juliet F.
Published: June 2009

Purpose

Although experts agree on the importance of service quality, sales force management practices are often far from conforming to their recommendations. The current use of sales contests with quantitative objectives on turnover or profit margin is evidence of this divergence. Sharma notes the need for a better understanding of the impact of such incentives on quality of service. In response to this call, the concept of “service climate” as an internal indicator of customer perception of service quality is studied. More specifically, the purpose of this paper is to consider which type of sales contest best preserves service climate.

Design/methodology/approach

Four characteristics of sales contests are examined through an experimental approach. Salespeople's perception of service climate are measured. Hypotheses are tested with ANOVA.

Findings

The study shows that sales contest can have a negative impact on the service climate. The results give indications as to which incentives are optimal in terms of service climate. Surprisingly, selective contests, with a ranked competition and few winners, would affect service climate to a lesser extent.

Practical implications

The findings of this study are unexpected and indicate that sales managers need to pay attention not only to sales contest's characteristics but also their interaction. The sales contest is not an addition to but a combination of modalities.

Originality/value

This study has both managerial and research implications for design and implementation of sales contest.
Loyalty building, relational trade‐offs and key service employees: the case of radio DJs
Authors: Arbore Alessandro , Guenzi Paolo , Ordanini Andrea
Published: June 2009

Purpose

Interpersonal relationships can be a key success factor in many service businesses. A capable disc jockey, for example, may help a radio station in improving customer satisfaction. But does he/she help in building customer loyalty too? What happens if this employee leaves the organisation? The purpose of this paper is to assess the overall net effect that customer satisfaction with a key service employee may have on customer loyalty to a service firm.

Design/methodology/approach

The radio industry is selected as a specific case where a key service employee exists. A conceptual model is developed and tested on a sample of radio listeners using structural equation modelling.

Findings

The results confirm that customer satisfaction with a disc jockey increases personal loyalty to this employee. That outcome, in turn, cancels out part of the positive effects on customer loyalty to the radio station.

Research limitations/implications

The model is tested within a specific service industry and the findings are not generalisable to contexts whose underlying characteristics differ from that industry. The aim is to propose a frame for estimating the net effects of relational trade‐offs with a key service employee. More generally, the study contributes to increased knowledge on the topic of customers' multiple levels of relationships.

Practical implications

When designing a value proposition in service industries where a key employee exists, it becomes especially important to add value elements and satisfaction drivers strictly referable to the firm and not to a specific person (e.g. image and reputation, behavioural consistency, overall experience, etc.).

Originality/value

The concept of “key service employee” is formally introduced and defined. A crossed design to weigh both direct and indirect relational outcomes is proposed. Loyalty to a key employee is explicitly measured as concurrent loyalty toward the firm.
Pricing objectives and their antecedents in the services sector
Authors: Indounas Kostis , Avlonitis George J.
Published: June 2009

Purpose

The purpose of this paper is to provide insights into how service firms price the services that they render in the market. In particular, the association between the pricing objectives that they pursue and the organizational and environmental characteristics that influence pricing decisions are investigated.

Design/methodology/approach

Data are collected from 170 companies operating in six different service sectors in Greece through personal interviews. Moreover, qualitative research through 26 in‐depth interviews is also conducted.

Findings

Following the classification scheme put forward by Avlonitis and Indounas, it can be concluded that a combination of different organizational and environmental characteristics leads to each one of the eight pricing objectives examined in the study.

Research limitations/implications

The above findings indicate the need to treat pricing decisions using a contingency approach. Formulating a specific pricing objective requires an examination of certain organizational and environmental concerns. The significance of these findings notwithstanding, the context of the study (Greece) is the most important caveat, since it limits the ability to generalize the results to other countries.

Originality/value

This paper represents the first attempt to empirically examine the potential association between the aforementioned pricing objectives and characteristics.
Retail centres: it's time to make them convenient
Authors: Reimers Vaughan , Clulow Valerie
Published: June 2009

Purpose

The purpose of this paper is to explore the influence of time convenience on shopping behaviour in the light of a time scarcity phenomenon that is reported to have reached epidemic proportions in many markets.

Design/methodology/approach

The paper begins with a survey of consumer households, examining the importance shoppers assign to time convenience. This is followed by a supply‐side comparison of malls and shopping strips against the attributes of time convenience.

Findings

The results indicate that time convenience has a salient influence on consumers' patronage behaviour, and that malls and strips differ in their provision of this key attribute.

Practical implications

Retail planners must give serious thought to creating retail environments that allow shoppers to “buy” time. Providing time convenience via one‐stop shopping, extended trading hours, proximity to home or work and enclosure offers one such strategy for the shopping mall and shopping strip.

Originality/value

The focus on convenience provides practitioners with a strategic alternative to hedonic strategies. It is also one of the first studies to investigate retail centre patronage from both a demand‐and supply‐side perspective.
Shopping centre image dynamics of a new entrant
Authors: Quelhas Brito Pedro
Published: June 2009

Purpose

The purpose of this paper is to investigate how and to what extent the attributes of a new shopping centre entrant evolve during the first seven months of operation, and the implications this has for the incumbents. To capture the strategic relevance of those changes a consumer image tracking analytical tool is developed and applied.

Design/methodology/approach

Qualitative research followed by a longitudinal survey. Hypothesis testing approach and descriptive analysis.

Findings

The correlates between the magnitudes of shopping centre attribute perception variations, the level of self‐confidence in image evaluation, shopping centre frequency of visits, degree of the “halo effect”, shopping centre and store consumer's preferences are analysed. Only the self‐confidence and store preference did not evolve with the image magnitude changes as hypothesised.

Research limitations/implications

The assessment of shopping centre image changes over time, as well as the factors underlying those changes help managers to plan strategy. Some monitoring procedures are proposed and their implications for both marketing and shopping centre operations are discussed.

Originality/value

By incorporating the time dimension, the true nature of image variation can only be captured if the identification of attributes, and the amount, intensity and direction of changes are obtained, measured and analysed together. The magnitude of image variation is more associated with a shopping centre than with its stores.
The mediating effect of innovation in the relationship between retailers' strategic orientations and performance
Authors: Medina Cayetano , Rufín Ramón
Published: June 2009

Purpose

This research focuses on the effects that three different strategic orientations have on firm performance in the specific domain of retailing. The paper also aims to deal with the mediating role that innovation plays in this relationship.

Design/methodology/approach

Component analysis is used to find out which factors really build up each of the constructs involved. In order to analyze the convergence of the model a confirmatory factor analysis is performed by means of a structural equation model based on LISREL 8.54 technique.

Findings

From the 244 responses the results show that market driving proved to be a strong predictor of performance in addition to innovation acting as a mediator between strategic orientations in retailers and business performance.

Research limitations/implications

In a future research it would be advisable to include supplier and customer perceptions of the strategic orientation carried on by retailing firms. The study of different innovation categories should also be enlarged. Furthermore, a wider sample that encompassed several countries and different retailers‐type strata could help to understand culture and industry depending factors.

Practical implications

Among the strategic orientations developed by retail firms, market driving (MD) proved to be better both in its direct influence on performance and by jointly developing innovations – to benefit from the role of innovation as a mediator between MD and performance.

Originality/value

Although there are many references in literature devoted to market orientation (MO), hardly any research has addressed before the role of MD as strategic orientation in the retailing industry – and consequently the relationship between MO and MD. Moreover, the paper researches the role of innovation – in a twofold perspective: innovation in management processes and product innovation – as a mediator between strategic orientations in retail firms and business performance.
Benchmarking the US specialty retailers and food consumer stores using data envelopment analysis
Authors: Mostafa Mohamed M.
Published: June 2009

Purpose

The purpose of this paper is to measure the relative efficiency of the US specialty retailers and food consumer stores using cross‐sectional data for the year 2007.

Design/methodology/approach

This study uses a non‐parametric data envelopment analysis approach to measure the relative efficiency of 45 retailers in the USA.

Findings

The results indicate that the performance of several retailers is sub‐optimal, suggesting the potential for significant improvements over both profitability and marketability dimensions. Separate benchmarks were derived for possible reductions in resources used, and significant savings are possible on this account.

Originality/value

From a policy perspective, this paper highlights the economic importance of encouraging increased efficiency throughout the retailing sector in the USA.
The influence of pre‐purchase goals on consumers' perceptions of price promotions
Authors: Xia Lan , Monroe Kent B.
Published: June 2009

Purpose

Previous research indicates that the goals consumers have when shopping influence their attention to and processing of information they encounter. The purpose of this paper is to study the effects of consumers' pre‐purchase goals on their responses to price promotions.

Design/methodology/approach

In three experiments, the existence of consumer goals (i.e. with or without a pre‐purchase goal) were manipulated and promotion characteristics including message framing, promotion format, and promotion depth were systematically varied to examine how consumers respond to these price promotions.

Findings

Consumers with a pre‐purchase goal were found to be more attracted to the promotion than those without a goal. More importantly, pre‐purchase goals interact with promotion characteristics and produce differential effects on willingness to buy. Consumers with a pre‐purchase goal are more attracted to promotions emphasizing reduced losses while those without a goal responded more favorably toward promotions emphasizing gains. Moreover, consumers with and without a pre‐purchase goal respond differently to various discount levels.

Originality/value

Existing research on price promotions has not examined the influence of consumers' pre‐purchase goals. This paper brings a new dimension to price promotion research. Understanding these variations in pre‐purchase goals across consumers will help sellers design more effective promotion programs
Corporate culture and financial performance: an empirical test of a UK retailer
Authors: Booth Simon A. , Hamer Kristian
Published: June 2009

Purpose

The purpose of this paper is to assess claims that culture is a significant factor in accounting for corporate financial performance (defined as sales intensity (SI)) in the retail sector at store level. The paper provides a critical analysis of the “strong culture‐good performance” thesis.

Design/methodology/approach

Company data were used which included the annual employee survey (at store level), store characteristics data, and store sales data (SI per square foot). Multiple regression was used to predict SI. Stepwise cross‐lagged regression analysis was used to infer cause and effect linkages.

Findings

Contrary to the strong culture thesis, the results show that a physical factor, store format, is the most important element in explaining SI. Employee morale is the most significant human cultural variable, followed by employee perception of manageable workloads. Interestingly, whilst job satisfaction is a significant predictor, it is in a negative direction. The more employees are satisfied, the more SI decreases.

Research limitations/implications

This is a very large study at store level, and the literature suggest the methods adopted are the best available. The key limitation of the research lies in the reliability of the inference that behavioural and managerial attributes are causally related to performance outcomes measured in sales data. Many other external factors also influence store sales in any given period (ranging from macroeconomic to store level promotion factors). The research accounts for 32.7 per cent of total variance, so other factors beyond the scope of this study are also likely to have significance.

Originality/value

This paper is one of the first contributions to empirically analyse corporate culture compared to other factors that explain store performance.
The thinking styles of human resource practitioners
Authors: Higgins Paul , Zhang Li‐fang
Published: June 2009

Purpose

Drawing upon Sternberg's theory of mental self‐government, this paper aims to investigate the thinking styles and workplace experiences of 152 human resource (HR) practitioners pursuing Chartered Institute of Personnel and Development (CIPD) membership. It seeks to explore whether their thinking styles complemented their jobs and consider the implications for the CIPD's notion of the “thinking performer”.

Design/methodology/approach

A two‐part questionnaire, including the Thinking Styles Inventory‐Revised II (Sternberg et al.) is completed by the research participants to identify their Type I (creativity‐generating) and Type II (norm‐favouring) thinking styles. Six focus group sessions are also conducted to gather insights about the participants' workplace experiences.

Findings

On average, participants scored more highly on Type I thinking styles. Although this suggested their thinking styles are consistent with the “thinking performer” ideal, focus group participants doubted whether the creativity‐generating attributes of Type I suited the reality of the HR function, which is described as being awash with rule bound behaviours. Particularly, this is the experience of junior staff, who felt unable to challenge senior management or contribute to the bigger picture. Correlation coefficients revealed that age, length of service with current organization and perceived autonomy at work are the most significant socialisation variables.

Practical implications

Emphasis on strategic matters in CIPD courses needs to be balanced with a greater recognition of the operational and routine reality of much HR practice.

Originality/value

This represents the first known attempt to test thinking performer construct amongst HR practitioners. The study combines questionnaire and focus group methods.
Digital natives: back to the future of microworlds in a corporate learning organization
Authors: Susan Cabanero‐Johnson Paz , Berge Zane
Published: June 2009

Purpose

The purpose of this paper is to provide description and an analysis of two worlds colliding where real‐world roles or ideas play out in a virtual dimension. Inhabited by digital natives, the virtual world in a learning organization is a journey back to the future of microworlds where the only limitation is one's imagination.

Design/methodology/approach

In 1990, when computer technology flexs its range of useful possibilities, Senge envisions its practical application in a learning organization. He purports the use of computer simulations which he calls microworlds, as a virtual sandbox for learning. His vision, is expanded today, means virtual worlds that co‐exist with the real world. Second life is an example of that virtual world. The possibilities for learning inherent in this virtual world seem limitless in a knowledge‐driven, global society hungry for the next creative and innovative way of transforming the world, real or virtual.

Findings

Digital natives are the drivers of change who will explore the brave new world of computer simulations. As simulations become more technologically infuse with artificial intelligence, its application for education and learning will broaden and expand. Unlike the static interface of a textbook, which shows limitations in content scope and delivery, this virtual world knows no limits in knowledge expansion. Validated course content, formal and informal knowledge contributions from peers and experts alike, networked knowledge coming from Web resources and the internet enrich the learner's ability beyond measure to experience the world and know it better and more intimately.

Practical implications

The emergent technology of virtual worlds utilizing simulations of real life work situations is a throwback to the microworlds of yesterday. They are ideal for conducting thought experiments that deepen with experiential understanding. This technology‐mediated form of learning affords the opportunity to experience the results of an action which may take a lifetime to learn in real time. This virtual world allows decision‐making but eliminates the risks of serious, unintended consequences. It is a wonderful resource for living vicariously experiences which are unavailable or unlikely in the real world.

Originality/value

Virtual simulations are useful for learning concepts, ideas, and assumptions that are difficult to perform or test in the physical dimension. Digital natives, people who were born in the 1980s, explore Second Life, and the paper discusses the value of this virtual world.
Deutero‐learning: implications for managing public health change
Authors: Rowe Patricia A. , Boyce Rosalie A.
Published: June 2009

Purpose

The purpose of this paper is to apply an allied health subculture model to clarify key contextual factors that can emerge in the evolution of an allied health subculture as a consequence of deutero‐learning.

Design/methodology/approach

Two case studies are compared to illustrate these two extreme variations in deutero‐learning.

Findings

The first case – characterised by pathological deutero‐learning – operated within the classical medical model. A learning pathology that developed in this situation was a fractured, divisive, self absorbed work culture. A second case – characterised by positive deutero‐learning – operated within a divisional structure characterized by integrated decentralization. What was learned as a result of operating within this alternative organisational structure is that effective management of allied health recognizes two governance arenas: governance required for managing professionals and governing principles for delivering clinical services. Positive deutero‐learning occurred in this situation rather than the reinforcement of existing learning pathologies.

Research limitations/implications

There are clearly implications of the two structural models for self‐fulfilling prophecies, interpersonal interaction, climate formation and learning pathologies.

Practical implications

During a period of major reform differing outcomes in deutero‐learning in these two cases emphasize the importance of the evolution of appropriate organisational structures in developing a leadership‐driven learning process and creating an environment in which learning can occur.

Originality/value

The added value of this application of deuteron learning is that it unpacks the nature of variations in deutoro learning that can emerge during a period of major reform in the evolution of an allied health subculture.
Complementary role of organizational learning capability in new service development (NSD) process
Authors: Limpibunterng Tharinee , Johri Lalit M.
Published: June 2009

Purpose

The purpose of this paper is to investigate the role of organizational learning capability in relation to leadership tasks performed by executives and organizational performance by bridging the concepts of organizational learning and NSD.

Design/methodology/approach

The NSD processes of seven telecom service providers in Thailand are adopted as the research context. Conceptual framework is developed based on literatures and expert interviews. Multi‐item questionnaires are designed mostly based on interviews with 12 experts involving in NSD processes of those seven providers. Survey is conducted with 497 executives and employees in NSD processes of those providers. The structural equation modeling and LISREL 8.72 application are employed in data analyses.

Findings

Leadership tasks performed by NSD executives significantly affect the development of organizational learning capability, which in turn significantly affects organizational performance. The effectiveness of executives' leadership tasks and organizational learning capability development are symbiotic.

Research limitations/implications

The validation and generalization of the results are still limited to the context of NSD processes of telecom service providers in Thailand. The analyses based on second‐order factors and perceptual data.

Practical implications

In today's context, NSD process should be managed as the dynamic learning process. The integration of executives plays a key role in facilitating the development of organizational learning capability in such a process.

Originality/value

The integrative framework of collective and collaborative leadership tasks, organizational learning capability, and organizational performance are tested empirically and discussed based on real practices. The complementary role of organizational learning capability is introduced.
Design and implementation of a generic per‐fee‐link framework
Authors: Ruiz‐Martínez Antonio , Cánovas Óscar , Gómez‐Skarmeta Antonio F.
Published: June 2009

Purpose

This paper aims to present a viable approach for designing and implementing a generic per‐fee‐link framework. It also aims to design this framework to be used with any payment protocol and test it with two existing ones.

Design/methodology/approach

The paper presents a per‐fee‐link framework based on several generic components. These components have been developed and tested in order to prove the viability of the proposed framework.

Findings

The results show that is possible to establish a per‐fee‐link framework. Four core components are defined: first, the different modules needed for browsers and web servers, second, an extended payment protocol (EPP), which negotiates the payment protocol to use and encapsulates its related messages, third, an API for e‐wallets, which is independent of the payment protocol, to incorporate the protocols to use with EPP and finally, the definition of a per‐fee‐link that associates payment information to a link.

Practical implications

The framework presented shows a uniform way of using payment protocols that can increase the trust of end users. Furthermore, it has been developed and tested.

Originality/value

The contribution describes the components needed for supporting the framework. Its feasibility has been checked through an implementation and it facilitates the payment for content on the web. Thus, content providers can obtain an alternative revenue source to advertisement or subscription. Furthermore, developers, vendors and customers can see that the incorporation of payment protocols to the system is facilitated. Finally, the users obtain a uniform way to make payments that increases the perception of trust.
Influence of interorganizational relationships on SMEs' e‐business adoption
Authors: Yee‐Loong Chong Alain , Ooi Keng‐Boon , Lin Binshan , Yi Tang Shu
Published: June 2009

Purpose

The objective of this paper is to examine the influence of interorganizational relationships on the adoption of e‐business in the supply chain of Malaysian small and medium enterprises (SMEs).

Design/methodology/approach

A questionnaire was distributed to 200 Malaysian SMEs with a response rate of 68 percent. Data were analyzed by employing multiple regression analysis.

Findings

Interorganizational relationships such as communication, collaboration and information sharing were found to be significant in affecting Malaysian SMEs' decision to adopt e‐business in their supply chain. Contrary to existing literatures, this research found that trust and trading partners' power have no significant influence on the adoption of e‐business in the supply chain of Malaysian SMEs.

Practical implications

Organizations that would like to adopt e‐business in their supply chain with their trading partners will be able to apply strategies based on the findings from this research. Based on these finding, organizations that would like to implement e‐business with their trading partners in Malaysia should focus on improving interorganizational relationships such as communication, collaboration and information sharing.

Originality/value

The findings created an understanding of what attributes of interorganizational relationships influence the adoption of e‐business in the supply chain. In terms of theoretical contributions, this study has extended previous researches conducted in Western countries and provides great potential by advancing the understanding between the association of adoption factors and e‐business adoption in Malaysian SMEs. SMEs planning to adopt e‐business in their supply chain would be able to applied strategies based on the findings from this research.
Classifying enterprises on the basis of WWW use: a behavioral approach
Authors: Papastathopoulou Paulina , Avlonitis George J.
Published: June 2009

Purpose

Research studies have started to appear in recent years about the use of world wide web (WWW) by organizations. In an attempt to shed more light into this issue, this study seeks to take a behavioral approach for classifying enterprises on the basis of WWW use. It aims to address two research questions: Can different organizational profiles reveal as a result of a classification scheme/taxonomy of enterprises based on WWW use? and If such a classification is possible, to what extent are the WWW usage profiles related to specific market, organizational and demographic characteristics?

Design/methodology/approach

The sampling frame of the study consisted of the largest 1,250 firms in Greece in terms of sales turnover that had already adopted information and communication technologies. After three follow‐up contacts by telephone, e‐mail and fax the cooperation of 500 companies was secured (40 percent response rate). Data collection was carried out by a professional market research firm by means of computer‐aided personal interviewing (CAPI) system. The research instrument was a structured questionnaire.

Findings

Five distinct WWW usage profiles of enterprises were identified, namely “E‐merchants”, “Information seekers”, “E‐purchasers”, “E‐transaction adopters” and “WWW experimentalists”. These profiles are found to be associated with different market, organizational and demographic characteristics.

Practical implications

This classification scheme can be viewed as a behavioral segmentation exercise based on the application/use criterion that is used for segmenting B2B markets by web service providers. The present classification may also help suppliers of networking infrastructure and e‐business software. E‐commerce policy makers can also benefit from the results of this study. The different types of WWW adopters that have been uncovered in the present study practically map the extent of combined WWW uses by various types of enterprises. Such information is important for future WWW promotions and the design of funding projects to further promote WWW.

Originality/value

The paper's value is considered important because, despite its acknowledged importance, only limited research has been conducted on the commercial use of the WWW, mainly, through examining the use of WWW home pages of various organizations and their effect in marketing. Similarly, despite the fact that various European Union‐sponsored studies are conducted regularly by the National Statistical Offices of the member states and the European E‐Business Market W@tch, these studies limit their analysis to descriptive statistics.
Online branding strategies of UK fashion retailers
Authors: Rowley Jennifer
Published: June 2009

Purpose

The purpose of this paper is to report on exploratory research that aims to contribute to knowledge on online branding, and the way in which the online channel is being used to support brands. The focus of this research is the top multi‐channel UK fashion retailers.

Design/methodology/approach

Content analyses were performed on the web sites of a number of top fashion and clothing retailers, plus three supermarket chains with a strong presence in clothes retailing. An analysis of the extent to which the retailers were using their web site to provide online services and information provided a context for a more detailed analysis of online branding strategies, including communicating brand identity and presence, and building brand relationships.

Findings

Most top “non‐value” fashion retailers offer transactions through their web site, offering extended opportunities for brand engagement and experience. While all fashion retailers achieve consistency of visual identity between the online and other channels, their use of the online channel to communicate brand values, and to promote brand relationships is underdeveloped. There is evidence of some innovative practice, but also scope for considerable further development of the notion of online branding. Research into online and multi‐channel branding has a role to play in supporting this process.

Originality/value

This study makes an important contribution to the under‐researched area of online branding, through a study of the online branding activities of top multi‐channel UK fashion retailers.
Longitudinal attitude surveys in consumer research
Authors: Walley Keith , Custance Paul , Orton Gaynor , Parsons Stephen , Lindgreen Adam , Hingley Martin
Published: June 2009

Purpose

The aim of this article is to consolidate the theory relating to longitudinal attitude surveys, and supplement it with knowledge gained from the execution of an annual attitude survey of consumers.

Design/methodology/approach

First, the article presents a distillation of current knowledge concerning longitudinal research; attitudes and behaviour; measurement of attitudes; and conduct of attitude surveys. Following that, a case study is carried out to survey consumer attitudes. This survey, which is intended to predict future behaviour and monitor changes in consumers' attitudes in response to socio‐political and economic changes in the food and agricultural market environment, is then discussed.

Findings

The findings of a series of annual surveys of consumers' attitudes first conducted in 1997 and continued annually to 2004 include: British farmers are viewed as “good food producers”; farms are businesses, which whilst forming the financial backbone of the rural community are at present members of a struggling industry; and there is agreement that the Government does not care for the countryside.

Research limitations/implications

The survey on which the findings and the best practices are based upon relates to the consumers' attitudes in response to changes in the food and agricultural market environment. Further research would be required to verify the findings in respect of other market sections.

Practical implications

The article presents a checklist of eight good practices relating to the conduct of longitudinal attitude survey work.

Originality/value

Attitude surveys are a popular means of gathering market research data. Much has been written about attitudes and the conduct of ad hoc attitude surveys. However, much less has been published concerning longitudinal attitude surveys. The study reports empirical findings in an important context, that is: changes in consumers' attitudes in response to changes in the food and agricultural market environment.
Exploring the effects of different reward programs on in‐role and extra‐role performance of retail sales associates
Authors: En Yap Jo , Bove Liliana L. , Beverland Michael B.
Published: June 2009

Purpose

The purpose of this paper is to explore the effects of different reward programs on in‐role and extra‐role behaviour; and to investigate whether specific reward programs can be designed to enhance both in‐role and extra‐role behaviour simultaneously.

Design/methodology/approach

Semi‐structured in‐depth interviews were conducted on a total of 11 employees from four different fashion retail outlets. Informants consisted of employees from different positions within these organizations (i.e. store manager, assistant store manager and sales associates) to provide researchers with possibly differing viewpoints. Interviews were content analysed and classified, according to emerging themes.

Findings

Certain reward programs, namely individual and group financial incentives motivated sales associates to engage in both in‐role and extra‐role behaviour simultaneously. Further, compared to formal recognition programs, informal reward programs (individual financial incentives, individual social recognition and group social recognition) appeared to be more effective in motivating sales associates to enhance their in‐role and extra‐role performance.

Originality/value

This paper contributes to a better understanding of the effects of different reward programs and their administration on in‐role and extra‐role performance of retail sales associates.
Bridging the gap between claimed and actual behaviour
Authors: Rundle‐Thiele Sharyn
Published: June 2009

Purpose

The purpose of this paper is to understand better the number of people consuming alcohol, the types of beverages chosen and the amount of alcohol consumed.

Design/methodology/approach

Actual alcohol consumption collected using the covert observation method is compared with claimed alcohol consumption collected through surveys to understand the extent of the gap between claimed and actual behaviour.

Findings

A notable gap between claimed and actual drinking levels was evident. A total of 70 percent more males were observed drinking alcohol at risky or high‐risk levels while 49 percent more females were observed drinking at risky or high risk levels when compared to claimed behaviour data. Further, a higher proportion of people were observed drinking alcohol than claims lead one to believe.

Research limitations/implications

This research used human covert observation, thus limiting episode length. Further, this study was restricted to six venues in one month of one year. Future research opportunities abound including the use of electronic devices, variation in the observation methodology employed, and extending covert observation to different venue types, locations, and times of year.

Practical implications

The covert observation method can be used to critique the impact of the socially responsible programs and practices. Public policy makers may need to be mindful that alcohol may be consumed by more people in larger amounts than is currently reported in studies employing survey methodologies.

Originality/value

The paper demonstrates how the covert observation method can be used to record what consumers actually do. The covert observation method can be used to extend the understanding of alcohol consumption by enabling researchers to observe behaviour in naturalistic settings.
Burnout: 35 years of research and practice
Authors: Schaufeli Wilmar B. , Leiter Michael P. , Maslach Christina
Published: June 2009

Purpose

The purpose of this paper is to focus on the career of the burnout concept itself, rather than reviewing research findings on burnout.

Design/methodology/approach

The paper presents an overview of the concept of burnout.

Findings

The roots of the burnout concept seem to be embedded within broad social, economic, and cultural developments that took place in the last quarter of the past century and signify the rapid and profound transformation from an industrial society into a service economy. This social transformation goes along with psychological pressures that may translate into burnout. After the turn of the century, burnout is increasingly considered as an erosion of a positive psychological state. Although burnout seems to be a global phenomenon, the meaning of the concept differs between countries. For instance, in some countries burnout is used as a medical diagnosis, whereas in other countries it is a non‐medical, socially accepted label that carries a minimum stigma in terms of a psychiatric diagnosis.

Originality/value

The paper documents that the exact meaning of the concept of burnout varies with its context and the intentions of those using the term.
The “new career” and organizational commitment
Authors: Briscoe Jon P. , Finkelstein Lisa M.
Published: June 2009

Purpose

The purpose of this paper is to establish whether positive or negative relationships exist between boundaryless and protean career attitudes (respectively) and organizational commitment and whether such relationships can be moderated by development opportunities.

Design/methodology/approach

Surveys from 212 part‐time MBAs were analyzed using correlation, regression, or moderated multiple regression to explore relationships between boundaryless career attitudes (boundaryless mindset, organizational mobility), protean career attitudes (self‐directed career management, values‐driven career management), organizational commitment (affective, continuance and normative), and development opportunities.

Findings

Only organizational mobility preference was correlated (negatively) with each type of commitment. Boundaryless mindset was moderated in its relationship to normative commitment in that lower development opportunities resulted in lower commitment for those with higher levels of boundaryless mindset.

Research limitations/implications

The study is limited due to sample nature and the lack of longitudinal design. Also, it does not provide implications for other types of commitment that may be impacted by career attitudes and development opportunities (occupational commitment, for example).

Practical implications

A counterintuitive finding but important implication from this research is that employers should not assume that protean and boundaryless employees (respectively) will be less committed to the organization. Another practical finding is that developmental opportunities, while important to all employees, did not generally make employees with protean and boundaryless attitudes more committed to their organization.

Originality/value

The paper is the first, to one's knowledge, to assess organizational commitment with specific measures of boundaryless and protean career attitudes. While the results are simple, they refute many stereotypes of the new career and, in that sense, add an important perspective to the career literature.
Career stage and generational differences in psychological contracts
Authors: Hess Narelle , Jepsen Denise M.
Published: June 2009

Purpose

The purpose of this paper is to determine how employees in different generational groups (or cohorts) and different career stages perceive their psychological contracts.

Design/methodology/approach

A survey of 345 working adults included psychological contract obligations, incentives and importance and the cognitive responses of job satisfaction, affective commitment and intention to leave. Super's “Adult career concerns inventory” measured career stage.

Findings

Small but significant differences between individuals' psychological contract perceptions were based on both career stage and generational cohort: higher levels of balanced obligations and fulfilment were found than either relational or transactional obligations and fulfilment; relational and transactional obligations were significantly higher for Baby Boomers than Generation Xers; a stronger negative relationship was found between transactional fulfilment and intention to leave for Generation Xers than Generation Yers; higher balanced fulfilment had a significantly stronger positive relationship with job satisfaction for exploration compared with other career stages and commitment for exploration compared with maintenance stages.

Research limitations/implications

Cross‐section methodology and difference scores in the female‐dominated sample limits generalisability. The study's key theoretical contribution is the need to further investigate whether the protean career concept is operating within employees' perceptions of their psychological contractual terms.

Originality/value

Despite widespread colloquial use of generational cohort groupings such as Baby Boomer, Generation X and Generation Y, small effect sizes were found. Implications for employers looking to manage employees' psychological contracts include that there are greater similarities than differences between the different career stages and generational cohorts.
Using the kaleidoscope career model to examine generational differences in work attitudes
Authors: Sullivan Sherry E. , Forret Monica L. , Carraher Shawn M. , Mainiero Lisa A.
Published: June 2009

Purpose

The purpose of this paper is to examine, utilising the Kaleidoscope Career Model, whether members of the Baby Boom generation and Generation X differ in their needs for authenticity, balance, and challenge.

Design/methodology/approach

Survey data were obtained from 982 professionals located across the USA. Correlations, t‐tests, and multiple regressions were performed to test the hypotheses.

Findings

Members of Generation X have higher needs for authenticity and balance than Baby Boomers. There was no difference in needs for challenge between Baby Boomers and members of Generation X.

Research limitations/implications

A limitation in the study, as well as in most of the research on generational differences, is the use of cross‐sectional designs that fail to capture the influence of the aging process. A longitudinal, multi‐survey design over the lives of individuals would enable scholars to capture within‐ and between‐person differences and to permit a better understanding of whether differences are in fact due to generational effects or to aging.

Practical implications

Knowledge of the differences and similarities among the various generations in the workforce can help organizational leaders make important decisions about human resource policies and practices.

Originality/value

Many studies in the popular press stress the prevalence and importance of generational differences in the workplace. However, the little academic research that has been conducted has shown mixed results. The study uses the theoretical framework of the Kaleidoscope Career Model to examine generational differences in work attitudes.