bluuebunny/crossref_metadata_2025_split huggingface dataset:
Service behaviours of highly committed financial consultants
Authors: Furtmueller Elfi , van Dick Rolf , Wilderom Celeste 
Published: July 2011

PurposeThe purpose of this paper is to examine the service behaviours of highly committed consultants engaged in face‐to‐face service provision with customers in the financial‐services industry.Design/methodology/approachIn‐depth interviews are conducted with 41 financial consultants (from 30 financial‐service firms) in Austria. The qualitative data are then rigorously analysed and coded to identify categories of behaviours of highly committed financial consultants.FindingsIn total, 15 behaviours of highly committed financial consultants are identified. These behaviours are shown to include both “in‐role” behaviours and “extra‐role” behaviours. The study also finds that service behaviours of highly committed financial consultants change over time. Employed and self‐employed financial consultants are found to have the same high‐commitment behaviours; however, employed consultants tend to experience conflicts between organisational commitment and customer commitment, whereas self‐employed consultants tend to experience conflicts between their own self interests and the interests of their customers.Research limitations/implicationsThe study did not examine whether age and experience influence behavioural differences. Nor did the study address the question of behaviours that are typical of low‐commitment service delivery. Future research could objectively record the behaviours (by audio‐recording and/or video‐recording) to reduce the possibility of self‐serving bias by respondents in reporting their behaviours.Practical implicationsThe study provides guidance for managers who wish to encourage and reward highly committed service behaviours among employees.Originality/valueLittle research has been conducted into the actual behaviours of financial consultants while delivering services. Moreover, previous studies of organisational commitment have utilised quantitative methodologies to assess attitudes, whereas this study adopts a qualitative approach and examines actual behaviours of high work commitment.
Characterising the concept of service experience
Authors: Helkkula Anu 
Published: July 2011

PurposeThe purpose of this paper is to review the characterisation of the concept of service experience in service marketing research.Design/methodology/approachUsing content analysis, 30 articles and two books published in the period from 2005 to 2007 are analysed.FindingsThree characterisations of the concept of service experience are identified in the literature review: phenomenological service experience (which relates to the value discussion in service‐dominant logic and interpretative consumer research); process‐based service experience (which relates to understanding service as a sequential process); and outcome‐based service experience (which relates to understanding service experience as one element in models of service linking a number of variables or attributes to various outcomes).Research limitations/implicationsTo facilitate meaningful research in this area, it is important that researchers critically consider the nature of the concept of service experience in terms of who experiences it, the scope, content, and context of the service experience, and how service experience relates to other concepts, such as value.Originality/valueNo systematic literature review of the characterisation of the concept of service experience has previously been undertaken.
Rejuvenating importance‐performance analysis
Authors: Arbore Alessandro , Busacca Bruno 
Published: July 2011

PurposeImportance‐performance analysis (IPA) is a simple marketing tool commonly used to identify the main strengths and weaknesses of a value proposition. The purpose of this paper is to propose a revision of traditional IPA prompted by intuitions arising from the three‐factor theory of customer satisfaction. The ultimate goal is to propose a decision support method, which is as simple and intuitive as the original IPA, but more precise and reliable than the solutions proposed thus far.Design/methodology/approachIn order to estimate indirect measures of attribute importance, the study uses the coefficients of a multiple regression with overall satisfaction ratings as the dependent variable. Additional calculations are then introduced in order to manage non‐linear effects.FindingsUsing empirical data from a survey among 5,209 customers of a European bank, the authors show how the proposed method can be more accurate than other solutions, especially as disregarding non‐linear effects can prompt sub‐optimal marketing decisions.Research limitations/implicationsWhile the procedure in this study is applicable to any service business, the paper does not claim external validity for the numerical results of the empirical application: the authors acknowledge that only one dataset has been used. The authors' goal is merely to demonstrate a revised approach to IPA.Originality/valueFirst, the authors assert the need for an explicit distinction between the use of IPA for customer acquisition vs customer retention purposes. These two cases refer to distinct moments in the customer relationship life cycle and thus require separate analyses. The authors then propose a specific method for customer retention IPA. On this basis, they generate two priority charts: one for the purpose of maximizing customer satisfaction and one for the purpose of minimizing customer dissatisfaction.
Functional classification of records and organisational structure
Authors: Henttonen Pekka , Kettunen Kimmo 
Published: July 2011

PurposeThis paper seeks to examine how an electronic records management system has been used in a Finnish government agency. In particular, it aims to study the relationship between functional classification scheme and the way users in different organisational units and at different organisational levels have employed the system. The goal is to examine whether electronic records management systems were easier to use if the system “knew” what functional classes the user (or other employees in the user's organisational unit) typically need in their work.Design/methodology/approachThe study is based on two sources. The first source is metadata in records that were captured in the electronic records management system of the agency. It reflects actual behaviour of users when they interact with the system and classification of records. The second source is distribution of functions to organisational units in the light of policy documents and a survey made in the organisation. The study compares the two sources to see how the users have employed the electronic records management system in their work and how this relates to organisational structure and supposed usage of the system.FindingsIn general, individual employees employ only a small part of the classification. However, this does not apply at a higher level in the organisational hierarchy: the higher the person's position in the hierarchy, the more classes he/she is likely to use in the work. Regardless of the position, the classes are generally those identified as belonging to the employee's unit.Research limitations/implicationsThe study is based on one agency with a functional organisational structure. The findings may not apply to organisations where job descriptions are fluid. They should also be tested in more complex organisational settings. One could develop new methods of automated classification which combine analysis of document content with contextual reasoning about the likely functional classes.Practical implicationsAccess to electronic records management systems could be facilitated by creating in systems user/unit profiles defining what functional classes the user is most likely to need in their work. It would also be useful if systems simply remembered what functional classes the user has needed in the past.Originality/valueThe study offers insight into how an electronic records management system is used in an organisation. This is valuable for companies developing records management software and persons trying to gain a deeper understanding of records management in organisations.
ISO 15489 and other standardized management systems: analogies and synergies
Authors: Moro Cabero Maria‐Manuela , Martín‐Pozuelo Maria‐Paz , Luís Bonal Zazo José 
Published: July 2011

PurposeThe aim of this paper is to explore the current links between standardized models ISO 9000, ISO 14000, ISO 27000 and the model ISO 15489.Design/methodology/approachThe paper is based on comparative analysis and on the authors' knowledge of the series of standards.FindingsA definition of the most relevant current analogies between these systems and an analysis of observable synergies between the model ISO 15489 and the aforementioned management model were produced.Originality/valueThe paper demonstrates the harmonizing capacity of the ISO regulations 15489 related to records management requirements as regulated by the series ISO 9000, ISO 14000 and ISO 27000. It offers perspectives on the potential of these regulations to strengthen records management in organizations and on the benefits that series ISO 15489 offers to producers who have adopted these codes of good practice.
An assessment of the state of national archival and records systems in the ESARBICA region
Authors: Ngoepe Mpho , Masegonyana Keakopa Segomotso 
Published: July 2011

PurposeThe purpose of this paper is to assess and compare the current state of archival and records systems in two of ESARBICA member countries, namely South Africa and Botswana.Design/methodology/approachThe paper uses a qualitative research approach. To draw inferences and make recommendations, a survey was conducted in national and provincial archival institutions of both countries. Secondary data were derived from literature search and primary data from questionnaires.FindingsWhile archives and records services in both countries do have legislation, they are not being recognised and given status in the government and public arena. Archivists and records managers in either country are still marginalised by state administration. There is no political champion of archives and records management in either country. There is a shortage of funds and staff, accompanied by poor infrastructure and lack of vision by the leaders of archival institutions in both countries. In South Africa, the national archives have inherited a role from the previous dispensation and it still remains a subordinate functionary within the Department of Arts and Culture, rather than being relatively independent. In Botswana, the national archival system is centralised and is also a subordinate functionary within the Ministry of Youth, Sports and Culture.Practical implicationsThe findings and recommendations will help in guiding national and provincial archival institutions in both countries to facilitate the effective management of records to determine those of archival value, to preserve them for posterity and to make them accessible to the public.Originality/valueThis is the first comparative study on archival and reocrds management systems between Botswana and South Africa.
Disruptions and supply networks: a multi‐level, multi‐theoretical relational perspective
Authors: Greening Phil , Rutherford Christine 
Published: July 2011

PurposeThe purpose of this paper is to develop a conceptual framework for the analysis of supply network disruptions and present a number of propositions to define a future research agenda. In doing so, it draws on a review of the literature regarding supply chain disruptions; relationship formation and evolution; and network formation and evolution.Design/methodology/approachThe literature review combined traditional contextual analysis with citation analysis and co‐citation, assuming a multi‐level, multi‐theoretical perspective.FindingsThe findings highlight a paucity of empirical research regarding supply chain disruptions assuming a network perspective, highlighting the dynamic nature of networks and emphasising the difference between supply chain disturbance and disruption.Research limitations/implicationsThe paper stops short of testing specific hypotheses, providing a conceptual framework and a series of propositions from which testable hypotheses can be developed. The necessity of assuming a dynamic, multi‐level, multi‐theoretical perspective highlights the difficulties of empirical research in this area. However, the significance of understanding the network context of disruption and its connection to the securing of appropriate responses and ultimately reasonable mitigation is unavoidable.Practical implicationsThe ability to understand the implications of network structure and network relational dynamics in the context of disruption will enable managers to respond appropriately to disruptive supply chain events. This capability will assume increasing importance in the vulnerable and sensitive global economy.Originality valueThe paper's specific consideration of disruption (as opposed to disturbance), and the necessitated speed of response leads to the development of several disruption‐specific propositions and the development of a new research agenda.
Making the right choices: ethical judgments among educational leaders
Authors: Eyal Ori , Berkovich Izhak , Schwartz Talya 
Published: July 2011

PurposeScholars have adopted a multiple ethical paradigms approach in an attempt to better understand the bases upon which everyday ethical dilemmas are resolved by educational leaders. The aim of this study is to examine the ethical considerations in ethical judgments of aspiring principals.Design/methodology/approachTo examine the ethical considerations involved in school leadership decision making, a specially designed ethical perspective instrument was developed that draws on the multiple ethical paradigms. This exploratory instrument was pre‐tested for validity and reliability among school principals and students of educational administration. The research sample consisted of 52 participants in principal training programs in Israel.FindingsNegative correlations were found between choices reflecting values of fairness and those reflecting utilitarianism and care. In addition, negative correlations were found between choices reflecting values of community and those reflecting care, critique, and profession. Critique turned out to be the value most widely adopted by educational leaders to solve ethical dilemmas, followed by care and profession.Originality/valueThe common notion in the literature is that the various ethics complement one another. There is, however, little empirical work on ethical judgments of educational practitioners. The importance of this exploratory research is twofold: first, it examines the extent to which multiple ethical considerations can be taken into account simultaneously; and second, it identifies the prevailing values that come into play most often.
Shoppers' reactions to modern food retailing systems in an emerging country
Authors: Amine Abdelmajid , Lazzaoui Najoua 
Published: July 2011

PurposeThis article aims to explore the effects of the massive arrival of foreign distribution concepts in emerging countries on the evolution of the local buyers' shopping practices. The confrontation of the latter, long accustomed to the traditional network, with the new retail outlets gives rise to the emergence of new modes of shopping and purchasing.Design/methodology/approachThe use of a qualitative approach, combining in‐store observations of behaviours and in‐depth interviews, highlighted rich and complex trends in consumption in an emerging country; Morocco for instance.FindingsThe content analysis of collected data shows that the differences in social classes give place to varied shopping strategies and generate singular symbolic representations of shopping experiences. The research reveals also a hybridization of shopping practices where the consumers transpose some values and shopping behaviors inherited from the traditional trade into the modern distribution stores. Finally, the research also shows differences between global and local retail banners laying on their perceived images, store attendance and shopping practices which reflect their contrasted positioning strategies.Practical implicationsThe findings enable the retailers to adapt/shape their location strategy, assortment policy and positioning strategy to improve their store image and attractiveness and gain market power. The results have also implications on the public policy to manage the balance and the future of local traditional shops and modern retail stores.Originality/valueThis paper points out the role of cultural anchorage in producing hybridized shopping practices that allows the domestic buyers to cope with the uncongruency between their inherited traditional values and those associated to the modern distribution. It also shows how these local customers use the modern retail stores as a scene of symbolic exhibition for their social status and invent hybrid shopping practices to cope with this incongruency.
Work‐related depression in the hotel industry: a study in the United Arab Emirates
Authors: Karatepe Osman M. , Zargar Tizabi Ladan 
Published: July 2011

PurposeThe purpose of this study is to develop and test a model, which examines work‐related depression among frontline hotel employees. Specifically, the model examines emotional exhaustion as a full mediator of the effects of positive affectivity and intrinsic motivation on depression. The model also investigates the interaction of intrinsic motivation and positive affectivity on emotional exhaustion and depression.Design/methodology/approachData were gathered from Arab frontline employees in the international five‐star chain hotels of Dubai in the United Arab Emirates. A total number of 135 self‐administered questionnaires were collected.FindingsThe results of hierarchical multiple regression analysis demonstrates that employees with positive affectivity and intrinsic motivation experience less emotional exhaustion. The results reveal that emotional exhaustion fully mediates the impacts of positive affectivity and intrinsic motivation on depression and further indicate that the interaction of intrinsic motivation and positive affectivity alleviates depression.Research limitations/implicationsIn future studies obtaining data from multiple sources would reduce the potential threat of common method bias associated with self‐report data. Since the cross‐sectional design of the present study constrains the ability to make causal inferences, future empirical studies with longitudinal data would be beneficial to establish causal relationships.Practical implicationsIt would be helpful for employees to cope with emotional exhaustion and depression, if they could work in an environment, where there are supportive supervisors and wellness‐health programs. Mentors could provide such employees with vocational psychosocial support and become role models in the workplace. Workshops could encourage employees to openly discuss their problems in the workplace and would demonstrate that the organization cares about their well‐being.Originality/valueVery little is known about factors that may potentially exacerbate or alleviate work‐related depression. Therefore, this study partially fills in this void in the hospitality management literature by testing the previously mentioned relationships.
The simultaneous effects of person‐organization and person‐job fit on Turkish hotel managers
Authors: Nur Iplik Fatma , Can Kilic Kemal , Yalcin Azmi 
Published: July 2011

PurposeThe purpose of this research is to examine the simultaneous effects of person‐organization (P‐O) and person‐job (P‐J) fit on job attitudes of five star hotels' managers in Turkey.Design/methodology/approachData were collected from managers of five star hotels via a web‐based questionnaire. According to the data of Ministry of Culture and Tourism, Turkey has 299 ministry licensed five star hotels. Of the 299 hotel managers, 158 (52.8 percent) have participated in the research. Correlation and regression analyses were used to test the predicted relationships.FindingsThe findings in this paper indicate that P‐O/P‐J fit positively related to organizational commitment, job motivation and job satisfaction, and according to correlation analyses results, negatively related to organizational stress level of hotel managers.Research limitations/implicationsThe findings contribute to an improved understanding of the influence of P‐O and P‐J fit on job attitudes of hotel managers. Results may not generalize to other cultural or national contexts.Originality/valueMost past research has assessed only one type of fit, without controlling for the other. This paper has contributed to the literature by investigating the combined effects of P‐O and P‐J fit on organizational commitment, job motivation, job satisfaction, and organizational stress of managers in a five star hotel context. Managerial and theoretical implications of research findings are also discussed. This paper contributes to the literature by being one of the first to examine the effects of two different types of person‐environment fit on job attitudes of Turkish hotels' managers.
Friends to grow and foes to know: lessons in successful stakeholder management from Orlando
Authors: Ford Robert C. 
Published: July 2011

PurposeThe purpose of this paper is to offer insights and lessons learned about how to successfully balance the interests of the many competing stakeholders who can or do influence the CVB's strategy for marketing a destination.Design/methodology/approachThe study uses a qualitative case study approach utilizing an extensive interview as the method for data collection. A series of structured questions specifically designed to focus the interview on the topic of interest was used to facilitate data collection.FindingsThe paper presents insights from Mr William C. Peeper, the person largely responsible for building the Orlando Orange County Convention and Visitors Bureau from a two‐person organization into the multi million‐dollar operation it became by the time he retired 25 years later. Since the focus of the paper is on how to successfully balance the differing goals of stakeholders to achieve organizational goals, this interview offers a number of lessons learned that can be used by any organizational leader seeking to balance the interests of diverse stakeholders.Originality/valueThis study provides fresh ideas and new insights into how to successfully manage an organization's stakeholders in ways that make it possible to achieve an organization's mission across time. The success Mr Peeper had in gaining sustained support for the mission and goals of the Orlando CVB provides important lessons on how to manage all stakeholders especially the corporate governance structure that is pertinent to any organization that has to accommodate many diverse viewpoints and interests. There is little existing knowledge on managing stakeholders across time as their interests and needs change and the management of them must also adapt.