bluuebunny/crossref_metadata_2025_split huggingface dataset:
Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry
Authors: Cheng Boon Liat , Gan Chin Chuan , Imrie Brian C. , Mansori Shaheen 
Published: November 2018

Purpose
The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry.

Design/methodology/approach
A self-administered questionnaire was distributed to 500 respondents who had the experiences of staying in the hotels in Malaysia. The structural equation modelling technique was used to study the relationship between the model and the developed hypotheses.

Findings
The findings revealed that service recovery dimensions are significantly related to customer satisfaction and have a positive relationship between customer satisfaction and customer loyalty.

Practical implications
As the main sector in the hospitality business, hotels play a vital role in the tourism industry. Therefore, the developments in tourism and hotels go hand in hand, as they are mutually dependent on each other. With significant yearly developments in the tourism industry and at a constant rate, hotel operators should reconsider their business strategies to achieve customer loyalty and sustain their businesses. In view of that, the findings of this study not only benchmarks better hotel services but also provides an improved understanding of service recovery that will effectively aid hotel operators in handling service failures; otherwise, customer dissatisfaction may occur if poor service recovery strategies are implemented.

Originality/value
The intense competition in the service industry has driven companies to place extra attention on service recovery so as to ensure continuous success. With a yearly significant development in the tourism industry at a constant rate, hotel providers (one of the major beneficiaries) are driven to reconsider their business strategies to achieve customer loyalty and sustain their business.
Corporate social responsibility (CSR) and its internal consequences on job performance
Authors: Trivellas Panagiotis , Rafailidis Apostolos , Polychroniou Panagiotis , Dekoulou Paraskevi 
Published: November 2018

PurposeThe purpose of this study is to investigate the role of corporate ethical values on the relationship between corporate social responsibility (CSR) and work-related outcomes (organizational commitment (OC), organizational citizenship behavior (OCB) and in-role job performance) in the case of a Greek port logistics management services organization.Design/methodology/approachThe field research was carried out by using a structured questionnaire, which was based on empirically validated scales. Employees’ perception of CSR was measured by two dimensions (i.e. social, environmental).FindingsStatistical analysis (PLS-SEM) confirms the conceptual framework of the study. More specifically, results revealed the association of both CSR dimensions with CEV and OCB. However, CEV proved to act as a full mediating variable between CSR and OC. Thus, CSR impact on OC is realized only through the development of concrete corporate ethical values. Similarly, CEV influences in role job performance, only through OC and OCB.Research limitations/implicationsThis study is cross-sectional; thus, causality of the relationships under investigation cannot be justified. The cultural context should also be considered, as field research was conducted in a Greek port logistics organization, at a country suffering from deep financial recession.Originality/valueDiscussion of the importance of corporate ethical values and the underlying mechanisms of organizational policies and practices guiding CSR impact on crucial job-related outcomes.
The endless nexus between ethnic diversity, social exclusion and institutional quality of Pakistan
Authors: Amin Saqib 
Published: November 2018

PurposeThe purpose of this paper is to explore the relationship between ethnic diversity, social exclusion and institutional quality of Pakistan. Pakistan is enlisted among those countries that are suffering from bad institutional quality, which may be due to the less economic growth along with multifarious ethnic problems, higher misery and social exclusion. This study is an attempt of how ethnic diversity and social exclusion are encompassed to affect the institutional quality.Design/methodology/approachThis study covers time series data from 1970 to 2015 and uses autoregressive distributed lags modeling approach to explore the underlying nexus among variables.FindingsThe finding of this study reveals that ethnic diversity and social exclusion are the enormous obstacles and deteriorate the institutional quality of Pakistan. In case of Pakistan, ethnic diversity is playing a fundamental role in the deterioration of institutional quality. Ethnic diversity has adverse effect on institutional quality which leads to hamper the economic prosperity; therefore, it has to be managed in efficient way by establishing a dense social network needed for growth promotion. This study also shows that socially excluded people are more involved in breaking the institutional rules (formal and informal) because they are not treated equal in society in all of aspects.Practical implicationsThis study suggests that governments should play a vital role in creating secure and peaceful society through strong institutional quality and shaping the economic life of a country in a variety of ways such as to promote society toward more cohesiveness.Originality/valueThis study fills a significant gap in the literature as there is limited research on ethnic diversity and social exclusion in relation with institutional quality of Pakistan.
Modeling of individual customer delivery satisfaction: an AutoML and multi-agent system approach
Authors: Wang W.M. , Wang J.W. , Barenji A.V. , Li Zhi , Tsui Eric 
Published: November 2018

Purpose
The purpose of this paper is to propose an automated machine learning (AutoML) and multi-agent system approach to improve overall product delivery satisfaction under limited resources.

Design/methodology/approach
An AutoML method is purposed to model delivery satisfaction of individual customer, and a heuristic method and multi-agent system are proposed to improve overall satisfaction under limited processing capability. A series of simulation experiments have been conducted to illustrate the effectiveness of the proposed methodology.

Findings
The simulated results show that the proposed method can effectively improve overall delivery satisfaction, especially when the demand of customer orders is highly fluctuating and when the customer satisfaction models are highly diversified.

Practical implications
The proposed framework provides a more dynamic and continuously improving way to model delivery satisfaction of individual customer, thereby supports companies to provide personalized services and develop scalable and flexible business at a lower cost, and ultimately improves the overall quality, efficiency and effectiveness of delivery services.

Originality/value
The proposed methodology utilizes AutoML and multi-agent system to model individual customer delivery satisfaction and improve the overall satisfaction. It can cooperate with the existing delivery resource planning methods to further improve customer delivery satisfaction. The authors propose an AutoML approach to model individual customer delivery satisfaction, which enables continuous update and improvements. The authors propose multi-agent system and a heuristic method to improve overall delivery satisfaction. The numerical results show that the proposed method can improve overall delivery satisfaction with limited processing capability.
Informatics for cultural heritage instruction: an ontological framework
Authors: Yaco Sonia , Ramaprasad Arkalgud 
Published: November 2018

PurposeThe purpose of this paper is to suggest a framework that creates a common language to enhance the connection between the domains of cultural heritage (CH) artifacts and instruction.Design/methodology/approachThe CH and instruction domains are logically deconstructed into dimensions of functions, semiotics, CH, teaching/instructional materials, agents and outcomes. The elements within those dimensions can be concatenated to create natural-English sentences that describe aspects of the problem domain.FindingsThe framework is valid using traditional social sciences content, semantic, practical and systemic validity constructs.Research limitations/implicationsThe framework can be used to map current research literature to discover areas of heavy, light and no research.Originality/valueThe framework provides a new way for CH and education stakeholders to describe and visualize the problem domain, which could allow for significant enhancements of each. Better understanding the problem domain would serve to enhance instruction informed from collections and vice versa. The educational process would have more depth due to better access to primary sources. Increased use of collections would reveal more ways through which they could be used in instruction. The framework can help visualize the past and present of the domain, and envisage its future.
Developing the active larval indices surveillance system for dengue solution in low and high dengue risk primary care units, Southern Thailand
Authors: Suwanbamrung Charuai 
Published: November 2018

Purpose
The purpose of this paper is to develop an active larval indices surveillance system and compare the outcomes of the implementation in primary care units (PCUs) at low and high risk of dengue.

Design/methodology/approach
The study design was conducted by implementing a community participation action research system in low and high dengue risk PCUs in Lansaka district, Nakhon Si Thammarat province, in the Southern Region of Thailand. There were five phases to the process including preparation of all stakeholders, situation assessment, development of the surveillance system, program implementation and evaluation. The system was developed in ten villages that were categorized as either low dengue risk PCUs (comprising six villages) or high dengue risk PCUs (four villages). A village was assigned as being at high or low dengue risk according to pre-determined criteria. The low dengue risk PCU assessments were conducted on a seven-step active larval indices surveillance system where PCU officials were additionally involved in coordinating, teaching, coaching and supporting the village health volunteers (VHVs) for dengue prevention activities. The high dengue risk PCUs, on the other hand, only followed a basic larval indices surveillance system with no follow-up support.

Findings
The outcomes of using intervention systems showed that the VHVs’ dengue knowledge and larval indices understanding in both PCUs increased significantly (p<0.01). Furthermore, the low dengue risk PCUs had a higher larval indices level than the high dengue risk PCU (p<0.01).

Originality/value
This study showed that the low dengue risk PCU followed an active larval indices surveillance system at the sub-district level which is appropriate for villages. This study also revealed that VHVs are needed to strengthen the capacity in terms of knowledge and skills of developing such a system to ensure reduced levels of dengue in the community.
Profitability in the hotel sector: a PLS approach
Authors: Lado-Sestayo Rubén , Vivel-Búa Milagros 
Published: November 2018

Purpose
The purpose of this paper is to analyse the determinants of hotel profitability through the application of a least squares path modelling (PLS) and to deepen the study of their heterogeneity through clustering techniques.

Design/methodology/approach
An eclectic model that incorporates the dimensions identified as determinants of profitability in the previous literature is estimated by means of PLS. Subsequently, in a second stage the hotels are classified using clustering techniques to study which combination of hotel characteristics, location, competitive environment and tourist destination achieve higher profitability.

Findings
The results show that hotel characteristics, hotel location, competitive environments and tourist destination factors impact on the hotel performance. Also, the results highlight that the eclectic model proposed have to be further developed in future studies, incorporating more theoretical constructs and variables.

Research limitations/implications
The results contribute to identify and quantify the determinants of profitability in the hotel sector and which combination of them achieve higher profitability. Moreover, this paper provides new evidence to support an eclectic theory of profitability determinants in the hotel sector. Consequently, this paper claims the need of a deeper integration of different areas of expertise to analyse hotel profitability.

Originality/value
This research is the first empirical evidence that proposes an eclectic model and uses clustering techniques in the study of profitability differences considering simultaneously hotel characteristics and its location. The variables used allow to measure different aspects of the attributes of the hotel and its location.
Perception of integrated practice in home care services
Authors: Gudnadottir Margret , Bjornsdottir Kristin , Jonsdottir Sigridur 
Published: November 2018

PurposeAs a result of demographic changes, older people are increasingly living at home, with multi-morbidity and complex care needs. This calls for enhanced integration of homecare nursing and social services. The purpose of this paper is to describe the clinical collaboration, scope and impact of integration from the perspective of staff in a setting identified as fully integrated.Design/methodology/approachIn this qualitative study, data consisted of interviews with managers and care workers in social services and homecare nursing (n=14) in daily clinical collaboration, followed by five focus group discussions (n=28). Data were analysed using framework analysis.FindingsAlthough the homecare services studied were ostensibly fully integrated, the study showed that the process of integration was incomplete. Interdisciplinary coordination between nursing and social services team managers was described as strong and efficient, but weaknesses were identified in collaboration between care workers. They lacked acquaintance with one another, opportunities for communication and knowledge of the contribution of members of other teams. They felt unclear about their own role in coordinated teamwork and lacked a shared vision.Originality/valueThis paper’s originality lies in the model of integrated care studied and its focus on actual care practices. The findings highlight that integration does not automatically permeate between different levels of service. Time and space must be allowed for conversations between health and social service teams to promote integration.
Country of ownership change in the premium segment: consequences for brand image
Authors: Johansson Ulf , Koch Christian , Varga Nora , Zhao Fengge 
Published: November 2018

Purpose
This paper aims to explore how the ownership transfer from a highly industrialised country to less industrialised countries influences consumers’ brand perceptions.

Design/methodology/approach
Three acquisition cases of premium car brands (Jaguar, Land Rover and Volvo) are investigated using qualitative data from online brand communities.

Findings
When country of ownership (COOW) for brands changes, it leads to different effects on consumers’ brand perception. Consumers are disoriented as to which cue to apply when evaluating the brand. They also see that brand values, and how these are communicated, are in conflict, as are sustainability images.

Research limitations/implications
This paper focuses on the perspective of brand community members in Europe and the USA and studies only the car industry and acquisitions by two countries (China and India) using data from the time of ownership transfers. The authors discuss theoretical implications and suggest further research to gain more insights and address limitations.

Practical implications
Following a transfer of ownership, communication campaigns are required for addressing the original brand’s heritage and promoting the new brand owner’s image. Managers need to take advantage of loyal brand fans by turning them into brand ambassadors, spreading information to convince consumers that are more sceptical.

Originality/value
This study fills the knowledge gap regarding change of COOW to developing countries as new owners, and its consequences for consumer perception. The authors also introduce an innovative type of data collection through brand communities, which is less commonly used in international marketing research.
The importance of shared beliefs for social marketing programmes
Authors: Calderon Citlali 
Published: November 2018

Purpose
When social marketing tries to influence behaviours to increase societal welfare, erroneous shared beliefs of the target audiences can become impediments to success. The purpose of this paper is twofold: to categorize shared beliefs that can be obstacles for social marketing programmes and to identify the main sources of those shared beliefs.

Design/methodology/approach
A qualitative approach was used to examine the specific case of Type 1 diabetes. In-depth interviews with 12 experts and focus groups with 17 adults who had been living with Type 1 diabetes for five years or more were performed. The information was analysed applying thematic analysis.

Findings
The results indicated that there are two types of shared beliefs that can hinder social marketing efforts (misconceptions and ideological convictions) and three main influencers (primary groups, communication media and authority figures).

Practical implications
Target audiences can be segmented by their shared beliefs, and a specific message could be designed to reach each group.

Social implications
Obstacles that could prevent the audience from engaging in a desired positive behaviour could be identified.

Originality/value
To the author’s knowledge, this is the first study that uses social representations to categorize erroneous shared beliefs that could be barriers for impacting behaviours, as well as the first to identify the main sources of those beliefs. This approach could provide guidelines for the design of social marketing campaigns that could achieve better public engagement.
Cyber physics system: a review
Authors: Jiang Changbin , Ma Ying , Chen Hong , Zheng Yangyin , Gao Shan , Cheng Shengxue 
Published: November 2018

Purpose
Cyber physical system (CPS) has attracted much attention from industry, government and academia due to its dramatic impact on society, economy and people’s daily lives. Scholars have conducted a number of studies on CPS. However, despite of the dynamic nature of this research area, a systematic and extensive review of recent research on CPS is unavailable. Accordingly, this paper conducts an intensive literature review on CPS and presents an overview of existing research on CPS. The purpose of this paper is to identify the challenges of studying CPS as well as the directions for future studies on CPS.

Design/methodology/approach
This paper examines existing literatures about CPS from 2006 to 2018 in Compendex, presenting its definition, architectures, characteristics and applications.

Findings
This study finds that CPS is closely integrated, diversified and large-scale network with complex multiple time scales. It requires dynamic reorganization/reconfiguration, mass computing, and closed, automated and control circuits. Currently, CPS has been applied in smart manufacturing, medical systems, smart city and smart libraries. The main challenges in designing CPS are to develop, to modify, to integrate abstractions and to set predictable timing of openness and physical interconnection of physical devices. Furthermore, security is a key issue in CPS.

Originality/value
This study adds knowledge to the existing literature of CPS by answering what the current level of development on CPS is and what the potential future research directions of CPS are.
A collective organizational learning model for organizational development
Authors: Lau Kung Wong , Lee Pui Yuen , Chung Yan Yi 
Published: November 2018

PurposeOrganizational learning is traditionally structured with conventional in-house learning models aiming to equip employees with practical skills for operational needs. In contrast, contemporary goals emphasize unstructured organizational learning provided with learning environments to facilitate employees’ formal and informal knowledge creation. Therefore, the conventional organizational learning models are facing tremendous challenges, and it is crucial to change the traditional modes of practice into a new approach of collective learning and knowledge transfer. As well, the emergence of innovative business environments and tacit knowledge-based society urges a new form of organizational learning model to cope with employees’ learning, knowledge transfer and even knowledge management. The paper aims to discuss these issues.Design/methodology/approachIn this study, the authors’ team applied a typological review for systematically analyzing current organizational learning models aiming to modify and create a new collective model.FindingsThe new model covers the strengths of existing approaches from which the fundamental 3Ps (i.e. principles, purposes and processes of organizational learning) concept is derived from incorporating a development perspective of organizational trajectories and technological innovations.Originality/valueThe authors envisage that the new model can facilitate organizations to assess and adapt their organizational learning needs and orientations by applying this organic and dynamic model which emphasizes assessment in relation to the competitive environment, technological trends and organizational growth.
The moderating effect of team psychological empowerment on the relationship between abusive supervision and engagement
Authors: Kirrane Melrona , Kilroy Steven , O’Connor Clíodhna 
Published: November 2018

PurposeManagers exert considerable effort to foster employee engagement given its positive organisational consequences. However abusive supervision, not uncommon in the organisational context, is said to damage hard-won gains in this arena. The purpose of this paper is to explore how the deleterious effects of abusive supervision on engagement can be attenuated. Specifically, the paper examines the moderating role of team psychological empowerment (TPE) in the negative relationship between abusive supervision and engagement.Design/methodology/approachThe paper employs survey data from a diverse sample of 191 employees.FindingsAbusive supervision is negatively associated with employee engagement. TPE moderates the negative relationship between abusive supervision and engagement (vigour and dedication components).Research limitations/implicationsThe use of self-report measures in this cross-sectional study limits the generalisability of the findings and inferences of causality. Future studies should replicate this investigation among intact teams.Practical implicationsInterventions designed to build team effective team dynamics are accessible and fruitful approaches managers can use to counteract the destructive effects of abusive supervision.Originality/valueManagers need to have multiple routes to address the challenges raised by prevalent abusive supervision. The study highlights that working to enhance team dynamics is a cogent strategy to deal with this destructive feature of many organisational contexts.