bluuebunny/crossref_metadata_2025_split huggingface dataset:
What makes service employees and customers smile
Authors: Lin Jiun‐Sheng Chris , Lin Cheng‐Yu 
Published: May 2011

PurposeThe purpose of this paper is to examine the phenomenon of emotional contagion in service encounters by proposing and testing an empirical model of the antecedents and consequences of affective service delivery by employees.Design/methodology/approachA theoretical framework of the antecedents and outcomes of employee affective delivery in service interactions is developed on the basis of relevant studies in marketing, psychology, and organization. In total, nine hypothesized relationships between the constructs in the conceptual model are proposed and tested by structural equation modeling using data collected from 217 employee‐customer pairs in ten service industries.FindingsResults showed that employee inner emotion, work group mood, and service environment all have a positive influence on employee affective delivery, which, in turn, positively influences customer emotion and service outcomes.Research limitations/implicationsThis study represents an early attempt at exploring the antecedents of employee affective delivery in service context. Future research is discussed, with an emphasis on characteristics of employees/customers, employee experiences, and service norm.Practical implicationsManagers of service firms should recognize the importance of the drivers of employee positive displayed emotion. Service firms can benefit from focusing their attention on enhancing affective service delivery.Originality/valueThis study described in this paper addresses important research gaps in the service marketing literature by: empirically examining the antecedents of employee affective delivery in service interactions; and providing the first test of emotional contagion and its related processes with data collected from ten different service industries, rather than a single industry.
Developing effective service compensation strategies
Authors: Huang Wen‐Hsien , Lin Tzu‐Da 
Published: May 2011

PurposeThe purpose of this paper is to gain some insight into the effectiveness of different types of tangible compensation strategies for two different types of services: utilitarian and hedonic.Design/methodology/approachThe hypotheses are investigated using a 2×2 between‐subject experimental design and two factors: service type (utilitarian vs hedonic) and compensation type (utilitarian – a price reduction vs hedonic – a free gift).FindingsThe results show that customers prefer to receive a form of compensation that matches the type of service involved. For example, customers who receive a utilitarian compensation (e.g. a price reduction) after experiencing a failure in utilitarian service (e.g. at a bank) report higher levels of satisfaction and repurchase intention than they would after experiencing a failure in hedonic services (e.g. at a restaurant), but that the reverse is true for a hedonic‐type compensation (e.g. a free gift).Practical implicationsThe offering of either a price reduction or a free gift cuts into company profits. Organizations should, therefore, tailor their service recovery efforts, focusing on those resources in the bundle that will have the greatest positive impact and create the most favorable customer response.Originality/valueThe primary contribution of this paper to the service marketing literature is that it provides empirical results, which shed light on the interplay between the type of compensation and the type of service on the customer's post‐recovery judgment of that service.
Comparative cross‐cultural service quality: an assessment of research methodology
Authors: Morales Miguel , Ladhari Riadh 
Published: May 2011

PurposeThe purpose of this paper is to examine the methodological approaches adopted in cross‐cultural service quality (CCSQ) research and the extent to which these approaches have adhered to the general principles of established cross‐cultural research methodology.Design/methodology/approachA search was conducted to identify CCSQ papers published between 1995 and 2009. The authors searched four well‐known online databases: ABI Inform (Proquest Direct), Emerald Library, ScienceDirect, and EBSCOhost. This search identified 40 studies, which were examined according to three broad groups of methodological issues: research design, instrumentation and data collection, and data analysis and measurement.FindingsDespite the acknowledged contributions that these selected studies have made to the services‐marketing field, it is evident from this review that researchers have frequently overlooked many important aspects of cross‐cultural research methodology. These methodological deficiencies are discussed and various remedies are suggested.Originality/valueThere has been a growing research interest in comparative cross‐cultural service‐quality in recent decades. As this relatively new branch of service‐quality research becomes more prominent, it seems opportune to examine the methodological approaches adopted in these studies and the extent to which these approaches have adhered to the general principles of established cross‐cultural research methodology. This is the first work to examine such a large number of CCSQ studies.
Applying standards for leaders to the selection of secondary school principals
Authors: Wildy Helen , Pepper Coral , Guanzhong Luo 
Published: May 2011

PurposeThe purpose of this paper is to report innovative research aimed at ascertaining whether standards for school leaders could be applied to the process of selecting senior secondary school principals for appointment. Specifically, psychometrically robust measures of performance are sought that would sufficiently differentiate performance to support judgement about whether or not to appoint candidates in the public educational authority in Western Australia.Design/methodology/approachInitially, the authors describe previous research in the application of standards to selection in education, followed by a brief review of selection practices undertaken in two international settings and the Western Australian educational setting. The authors then describe the innovative design of performance‐based assessment tasks for the selection process including task and rubric development, rater training and data validation. The Rasch measurement model is used to analyse the datasets gathered during three iterations of selection process for the Western Australian education authority.FindingsThe Rasch analysis of each dataset provides evidence of construct validity and a robust measure of reliability. The person and item location distributions indicate the tasks were better targeted for the highest performing candidates in the second and third iterations and that fine‐grained discrimination was evident across the candidate locations.Originality/valueThe paper describes psychometrically robust measures of performance that would sufficiently differentiate performance to support judgement about whether or not to appoint candidates in the public educational authority in Western Australia. Specifically, the paper describes the development of performance‐based tasks over three years and demonstrates the application of Rasch analysis to examine the psychometric properties of the assessment tasks.
Estimating technical efficiency and bootstrapping Malmquist indices
Authors: de Jorge Moreno Justo , Sanz‐Triguero María 
Published: May 2011

PurposeThe purpose of this work is twofold: on the one hand, recent methodologies will be used to estimate efficiency and productivity in Spain's non‐specialized retail sector for the period of 1997‐2007. In particular, the order‐m approach proposed by Cazals et al., which is based on the concept of expected minimum input function. On the other hand, the results obtained applying the methods mentioned in the Spanish retail sector can contribute to opening up a new field of analysis since the results may be compared by means of the methodologies proposed as well as those which already exist in the literature.Design/methodology/approachThe paper used data envelopment analysis stochastic (order‐m) and bootstrapping Malmquist index to measure productivity and efficiency in 12 sectors in Spanish retail trade 1997‐2007.FindingsIn order to illustrate the methodology proposed in this paper different phases involved; first, we have estimated the efficiency in 12 sectors of the retail sector four digits NACE, we found high levels of inefficiency in most of the sectors analyzed over the period of analysis. Next, we will deepen and simplify the analysis by concentrating on food‐predominant sectors in non‐specialised shops (5211). The evolution of the efficiency of firms belonging to this sector decreases over the period of analysis. Analyzing the relationship between firms and size, the results obtained in this work shows that the firm's size have a positive influence on efficiency that suggest that the management may have incentives to grow in order to improve their efficiency levels. Our second contribution has to do with the use of bootstrapping Malmquist productivity indices. Productivity decreased at an average rate of −4.1 percent over the entire period of 1997‐2007. On average, this deterioration was due to efficiency change −6.1 percent. Technical progress is increased at an average rate of 2.1 percent. All rates at global level are statistically significant at 95 percent.Originality/valueThe main contribution of this paper is to provide an efficiency analysis using a non‐parametric approach with a robust estimator that has been suggested recently by Cazals et al. This methodology is that the first time that is applied in the analysis of retail sector. In addition, we analyze productivity growth using bootstrapping Malmquist indices. This methodology allows for a more careful analysis of what happens at firm level. Differences in conclusions between the original estimates and the bootstrap results are more evident when we scrutinize the sample firms and individual levels.
An empirical multi‐method investigation of price knowledge in food retailing
Authors: Kenning Peter , Hartleb Vivian , Schneider Helmut 
Published: May 2011

PurposeThis paper aims to add insights on consumers' price knowledge in food retailing using a theory‐based multi‐method approach.Design/methodology/approachThe paper provides data from one questionnaire and two experimental studies. The aim of the first study was to address price recall. To do so, data were collected on the accuracy of grocery‐shopper price knowledge for 20 carefully selected products. Using the mall intercept method, three trained interviewers queried 300 randomly selected people in the store, but prior to shopping. After a period of four weeks the subjects were contacted by phone and asked whether they would like to participate in a second two‐step experiment. A total of 105 of the original 300 shoppers agreed to take part in the second study, in which a recognition task in terms of a computer experiment was accomplished with and without financial incentives.FindingsThe results of these studies confirmed the authors' expectations, based on theoretical considerations that: the level of price recall is lower than the level of price recognition; incentives have no influence on price‐knowledge in the recognition task; and price‐knowledge for private labels is significantly higher in the recall, as well as in the recognition task. Moreover, in regression analyses it was found that there was no significant influence of age, gender, price‐consciousness, duration of customership, and shopping transactions per week on price recall and/or price recognition.Research limitations/implicationsThe findings are limited with respect to branch, time period, and culture.Originality/valueThis paper is the first using a multi‐method approach to measure price‐recall and price‐recognition in food retailing. Moreover, it adds evidence concerning the differences of price‐knowledge due to the nature of the brand. Finally, it is shown that incentives and certain demographics have no influence on price‐knowledge.
Influence of social norms, perceived playfulness and online shopping anxiety on customers' adoption of online retail shopping
Authors: Çelik Hakan 
Published: May 2011

PurposeThe previous studies examining the role of subjective norm (SN), online shopping anxiety (ANX) and perceived playfulness (PPL) in predicting the consumer's adoption of online shopping yielded fragmented and inconsistent findings. Also, a high proportion of these findings assessing the regarded behaviour of consumers in the West cannot be directly applied to a cross‐cultural context. The purpose of this paper is to investigate the relationships between these variables and the variables of technology acceptance model (TAM) associated with customer's online shopping intentions in an international environment.Design/methodology/approachThe research model reflecting the effects of SN, ANX and PPL on TAM constructs has been proposed. In total, 278 cases were gathered from online shoppers through a web‐based survey. Structural equation modelling was used to evaluate the proposed research model in terms of path significance, overall model fit and explanatory power.FindingsIt was found that PPL had positive direct effects on both perceived ease of use of online shopping (PEOU) and behavioural intentions to shop online (BI). Nevertheless, SN and ANX appeared to exert significant positive and negative influences respectfully on only PEOU.Research limitations/implicationsThe study findings were obtained from the single snapshot research, and the small dataset covering only actual online shoppers. Therefore, the future research should carry a longitudinal nature to show the temporal change effects and remedy the possibility of self‐selection bias with a broader research sample.Originality/valueThe paper provides additional insights for retailers and researchers into the effects of SN, ANX and PPL on online shopping intentions of Turkish consumers, which could be used in formulating online marketing strategies and considering future research directions.
The role of branded retail in manufacturers' international strategy
Authors: Ilonen Laura , Wren Jody , Gabrielsson Mika , Salimäki Markku 
Published: May 2011

PurposeThe purpose of this paper is to clarify the different roles and implications of a manufacturer's branded retail operations on its international strategy. The roles are analyzed through two dimensions, brand strength and the role of branded retail as a sales channel.Design/methodology/approachA multiple case study approach is used to look at the international development of branded retail in four companies, LEGO, Nokia, Iittala and H & M.FindingsThis study finds that there are at least two approaches to implementing branded retail strategy internationally that can be and often are overlapping. Emphasis on branding appears to be important in both approaches. However, the role of the branded retail as a direct sales channel differs between the case companies. The paper discusses and demonstrates the importance and role of branded retail for companies not generally seen as retailers, from both sales and brand management perspectives.Originality/valueThe paper contributes by narrowing the evident research gap regarding this current and seemingly global phenomenon.
Multi‐channel communication: the case of Subway attracting new franchisees in France
Authors: Perrigot Rozenn , Basset Guy , Cliquet Gérard 
Published: May 2011

PurposeThe purpose of this paper is to highlight the various means of communication available to franchisors in attracting prospective franchisees more effectively than their competitors. In addition, it explores the potential use of Web 2.0 resources by franchisors.Design/methodology/approachThe simultaneous use of various means of communication by franchisors is examined through a case study. The authors have chosen one of the largest franchised chains in the world, which is in the process of expanding its chain of restaurants in many countries, with France being heavily targeted: Subway.FindingsThis case study reveals the complementarities of push communication, pull communication, and communication relayed by influencers, along with the development of new means of communication through the use of Web 2.0 tools (Facebook, LinkedIn, YouTube, etc.).Research limitations/implicationsThis paper contributes to the stream of franchising and hospitality management literature. The limitations encountered stem mainly from the case study methodology.Practical implicationsThe implications of this research for franchisors relate primarily to the means of communication used in order to appear more attractive in the eyes of potential franchisees. This paper also provides prospective franchisees with a list of sources available to collect useful information in selecting the best‐suited franchised chain to join.Originality/valueFew papers have assessed the way new franchisees are attracted from a franchisor's perspective. The study of franchisor communication strategy and franchisor use of Web 2.0 resources to bring in new franchisees is indeed original, in comparison with the existing literature.
Business improvement preferences for small/medium hospitality firms in Australia
Authors: Butcher Ken , Sparks Beverley 
Published: May 2011

PurposeThis paper aims to investigate how small/medium hospitality (SMH) firms set preferences for knowledge transfer relating to customer service improvement activities, through a determination of the most valued activities, preferred forms of media delivery and why best practice choice is valued.Design/methodology/approachA single cross‐sectional survey was used of 255 owners, managers or owner‐managers of SMH firms in Australia using attitude rating scales.FindingsIn nominating preferred customer service training/business performance improvement activities, the reasons for reporting a highly valued activity were grouped into six themes. Relevance and novelty of the activity were the two highest ranked activities. The remaining four themes of informative, credible, ease of use, and social were ranked equally.Research limitations/implicationsThe findings suggest that hospitality firms are reluctant to embrace knowledge transfer activities in general and customer service training in particular. These findings shed light on specific preferred activities and indicate the reasons why.Practical implicationsThe results from this study have been integrated with other studies to present a range of communication‐based strategies to assist industry policy makers. It is recommended that communication strategies to sell the “novelty, relevance and newness” of the customer service activity should be promoted.Originality/valueThe paper synthesises literature from the small business sector, together with hospitality‐specific papers and extends thinking beyond prescriptive advice. Given that knowledge transfer, delivered as prescriptive advice, tends to be ignored by the sector at large, this paper focuses on what managers do in practice and how they can be reached more directly.
RevPAR determinants of individual hotels
Authors: Sainaghi Ruggero 
Published: May 2011

PurposeThis paper aims to identify revenue per available room (RevPAR) determinants of individual firms located in a destination. Independent variables are to be sought along “what” and “where” dimensions.Design/methodology/approachThe sample is composed of 72 individual firms, operating in the 3‐5 star range and data have been collected from financial statements and questionnaires.FindingsThe empirical findings identify four main significant determinants linked to the “what” positioning – number of rooms, number of employees, number of years since the last refurbishment, market orientation – and confirm the relevance of location (“where”), and especially of centrality within the destination.Research limitations/implicationsAt a theoretical level, the findings suggest the importance of linking the identification of determinants with the local context (destination) and positioning inside the city (location). At an empirical level, the study suggests some interesting implications both for existing hotels and for start‐ups. For existing firms, empirical findings show the relevance of a strong advantage (disadvantage) in location (where) that might compensate for a disadvantage (advantage) in the strategic positioning (what). Concerning start‐ups, the findings confirm the old rules of the hotel game, significantly summarized in the three success factors of a hotel unit: location, location, and location.Originality/valueThe present paper suggests the usefulness of taking into greater account the link between destination and local firms as an important determinant of performance, and explores the key success factors for individual (not affiliated) firms.
A typology of Australian tourism‐based condominiums
Authors: Cassidy Kelly , Guilding Chris 
Published: May 2011

PurposeThe purpose of this paper is to develop a typology of the organisational forms comprising the Australian condominium tourism accommodation sector.Design/methodology/approachA total of 34 exploratory interviews were conducted with interviewees representing a cross‐section of interests in condominium tourism accommodation operations.FindingsAn original hierarchical typology is developed. The structuring criteria employed for the hierarchy include: whether a condominium complex is in a hotel or apartment complex, whether it is branded and whether the condominiums are serviced.Research limitations/implicationsThe findings reported will greatly advance the capacity to provide a meaningful commentary on the nature of condominium tourism accommodation complexes and to understand key issues associated with different forms of condominium tourism accommodation services provided.Practical limitationsThe study suffers from the normal limitations associated with the subjective interpretation of qualitative data. In addition, the fast evolving nature of the condominium tourism accommodation sector signifies that the typology advanced should be viewed as somewhat time‐specific.Originality/valueDespite the huge growth in condominium‐based tourism accommodation worldwide, there has been a scarcity of research directed to the phenomenon. The study can thus be seen to be highly original.
Determinants of intention to leave a non‐managerial job in the fast‐food industry of West Malaysia
Authors: Ryan Chris , Ghazali Hazrina , Mohsin Asad 
Published: May 2011

PurposeThe purpose of this paper is to examine determinants of an intention to quit a job held by non‐managerial staff in the Malaysian fast food industry. It examines issues such as job stress and peer groups.Design/methodology/approachA quantitative analysis of 806 respondents working in international fast food chains was undertaken following an initial semi‐structured interview process with managers.FindingsOf the total sample, 20 percent were found to think frequently about leaving their job, while a further 20 percent were described as being committed to their employment. High intent to leave scorers were found to be influenced by friends, but also feeling job stress and “being burnt out”.Research limitations/implicationsThe findings may relate solely to fast food outlets in Peninsular Malaya due to cultural issues related to the Islamic nature of Malaysian society.Practical implicationsFast food managers need to consider employees as part of a team and not simply as individuals, and it was found that friendship ties emerged as a significant variable in determining intention to leave a job.Social implicationsMalaysian fast food outlets near places of worship that make it easier for employees to fulfil religious obligations may find it easier to retain staff.Originality/valueThis is thought to be the first study of the Malaysian fast food industry and labour turnover.