bluuebunny/crossref_metadata_2025_split huggingface dataset:
Why service recovery fails
Authors: Michel Stefan , Bowen David , Johnston Robert 
Published: June 2009

PurposeThe 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/approachThe 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.FindingsIt 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 implicationsManagers 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/valueThis 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

PurposeAlthough 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/approachFour characteristics of sales contests are examined through an experimental approach. Salespeople's perception of service climate are measured. Hypotheses are tested with ANOVA.FindingsThe 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 implicationsThe 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/valueThis 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

PurposeInterpersonal 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/approachThe 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.FindingsThe 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/implicationsThe 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 implicationsWhen 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/valueThe 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

PurposeThe 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/approachData 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.FindingsFollowing 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/implicationsThe 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/valueThis 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

PurposeThe 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/approachThe 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.FindingsThe 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 implicationsRetail 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/valueThe 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

PurposeThe 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/approachQualitative research followed by a longitudinal survey. Hypothesis testing approach and descriptive analysis.FindingsThe 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/implicationsThe 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/valueBy 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

PurposeThis 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/approachComponent 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.FindingsFrom 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/implicationsIn 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 implicationsAmong 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/valueAlthough 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

PurposeThe 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/approachThis study uses a non‐parametric data envelopment analysis approach to measure the relative efficiency of 45 retailers in the USA.FindingsThe 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/valueFrom 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

PurposePrevious 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/approachIn 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.FindingsConsumers 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/valueExisting 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

PurposeThe 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/approachCompany 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.FindingsContrary 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/implicationsThis 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/valueThis 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

PurposeDrawing 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/approachA 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.FindingsOn 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 implicationsEmphasis 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/valueThis 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

PurposeThe 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/approachIn 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.FindingsDigital 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 implicationsThe 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/valueVirtual 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

PurposeThe 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/approachTwo case studies are compared to illustrate these two extreme variations in deutero‐learning.FindingsThe 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/implicationsThere are clearly implications of the two structural models for self‐fulfilling prophecies, interpersonal interaction, climate formation and learning pathologies.Practical implicationsDuring 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/valueThe 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.