bluuebunny/crossref_metadata_2025_split huggingface dataset:
Paradigms in service research
Authors: Tronvoll Bård , Brown Stephen W. , Gremler Dwayne D. , Edvardsson Bo 
Published: October 2011

PurposeRecent discussions of the service‐dominant logic (S‐D logic) and the creation of a multidisciplinary service science highlight the need for a paradigmatic discussion that provides directions for ongoing service research. This article aims to examine different epistemological foundations and proposes a framework to describe and better understand the development and future of service research.Design/methodology/approachUsing the proposed framework, an assessment of 60 selected award‐winning and most cited articles is categorized using the paradigmatic framework.FindingsFour paradigms are found to be prominent in service research: positivistic, hermeneutic, dialogic, and monologic. The positivistic option has been the dominant paradigm employed by service scholars, suggesting service scholars need to apply the three alternative paradigms more as a means to enrich and extend the service research discipline.Research limitations/implicationsThere is a need to discuss the fundamental beliefs and worldviews (ontological and epistemological positions) guiding service research. Paradigms are critical determinants and drivers of good research.Originality/valueA new framework for analyzing paradigmatic foundations in service research and directions for the future design of service research studies is proposed. The suggested framework could inspire scholars to reflect on their ontological and epistemological foundations and provide paradigmatic guidance within service research. This provides a basis for continuous expansion of the service research field.
Organizational pride and its positive effects on employee behavior
Authors: Gouthier Matthias H.J. , Rhein Miriam 
Published: October 2011

PurposeOrganizational pride of service employees presents a vital, but mostly unexplored, factor for business success. In detail, two kinds of organizational pride exist. First, service employees can experience short, persistent affective emotions of pride based on the perception of a successful event related to the organization. Second, employees can have a cognitive and durable attitude of pride resulting from the general perception of the organization. Prior research neglects not only to analyze empirically the relationship between emotional organizational pride and attitudinal organizational pride, but also to examine positive effects from them. The objective of this paper is to investigate the relationship and the effects of the two kinds of organizational pride with commitment to customer service, creativity and turnover intention.Design/methodology/approachThe first study is an exploratory pre‐study and deals with spontaneous impressions of 53 customer consultants regarding their emotional and attitudinal organizational pride. Data used for the main study were collected through an online panel provider. A sample of 733 service employees was generated and structural equation modeling was applied to test the hypotheses.FindingsResults from the main study suggest that there is a strong relationship between emotional organizational pride and attitudinal organizational pride. Whereas the former has a direct, positive effect on commitment to customer service and creativity, the latter directly influences commitment to customer service and turnover intention. An indirect effect on creativity was also found.Research limitations/implicationsTo reduce the complexity of the model, no moderating variables were integrated. In a subsequent step, it is important to analyze empirically the drivers and conduct a longitudinal analysis to test the relationship between the two kinds of organizational pride and their effects over time.Practical implicationsThe measurement and management of organizational pride are vital sources for improving service behaviors; they represent new challenges for service‐oriented human resource management.Originality/valueThe paper is novel for three reasons. First, the affective events theory (AET) is advanced by additional substantial relationships. Second, links between the two kinds of organizational pride are analyzed for the first time. Finally, the paper suggests empirical evidence for the positive effects of the two kinds of organizational pride.
Modelling customer process activities in interactive value creation
Authors: Eichentopf Thomas , Kleinaltenkamp Michael , van Stiphout Janine 
Published: October 2011

PurposeCustomers' role in value creation has changed dramatically over the past few years. Today, many firms view customers as co‐creators of value. Until recently, however, attention to customer integration was mainly directed toward customers' role in a firm's given supply processes. The goal of this paper is to show that processes on the customer side are equally important for the overall success of value creation.Design/methodology/approachThe reasoning for the role of customers is based on a theoretical discussion of customer integration, blueprints and customer scripts. Relating this work to the general problem of transaction costs from information asymmetries, the paper develops a typology of how customer scripts can be applied in various situations.FindingsIt is found that customer scripts can have a positive effect on interactive value creation because they enable companies to build a holistic process image for all process participants.Research limitations/implicationsMarketing must rethink its role as an agent of companies. Indeed, in interactive value creation, boundaries blur. However, the results lack broad empirical confirmation.Practical implicationsIt is argued that firms must adopt a customer perspective and provide an approach of how to achieve this.Originality/valueThe paper reintroduces scripts in the marketing discussion. In addition, it provides a new typology of situations in interactive value creation.
When supermarket consumers get stocked in the middle
Authors: Hansen Torben , Møller Jensen Jan , Stubbe Solgaard Hans 
Published: October 2011

PurposeThe purpose of this paper is to investigate whether consumer supermarket satisfaction is influenced by the mere composition of consumers' preference structure, as opposed to more widespread approaches where consumer satisfaction is regarded as the degree to which consumer expectations and/or preferences are met.Design/methodology/approachSurvey data were collected from 130 consumers using self‐administered questionnaires. Structural equation modelling was used to test the authors' proposed hypotheses.FindingsAccording to consumers, not many supermarkets offer high quality at low prices, suggesting that consumers with a high‐quality/low‐price preference structure should be disconfirmed and thus dissatisfied. However, this study finds that – when patronising discount stores and upscale stores – consumers who attach high weight to quality and price are likely to become more satisfied than consumers who attach only medium weight to both parameters. For traditional supermarkets (i.e. supermarkets offering medium quality at medium prices) satisfaction occurs equally for both groups of consumers.Practical implicationsConsumers' level of satisfaction with various retailers may not solely be determined by matching preferences with retail offerings, but may also be based on considerations of possibilities for mental justification within a certain preference structure. It is therefore important that managers seek to understand the process of mental justification that may be associated with their offerings, and also the various possibilities for offering mental markers (i.e. anything the consumer can use for the purpose of gaining mental justification of her/his supermarket choices) to be used by consumers.Originality/valueThe authors' results suggest that retailers providing medium quality at medium prices are “stocked in the middle” even though their value package may seem fair when calculated as value=quality/price. Specifically, consumers with a high‐quality/low‐price preference structure can more easily justify visits to retailers providing either high quality at high prices or low quality at low prices; this being the case even though their value preference is only partially served.
Baby boomers' reasons for choosing specific food shops
Authors: Worsley Tony , Chun Wang Wei , Hunter Wendy 
Published: October 2011

PurposeBaby boomers (people born between 1946 and 1964) are approaching retirement and there is concern about their preparation for their future health and wellbeing. Food shopping is likely to play a major role in their future lives. The purpose of this paper is to examine their reasons for choosing to buy food from particular shops and whether demographic characteristics and health status were associated with them.Design/methodology/approachA questionnaire survey was conducted among a random sample of 1,037 people aged between 40 and 71 years in Victoria, Australia. Respondents were asked to indicate, from a list, their reasons for choosing to shop at particular food outlets. Regression analysis was used to examine the relationships between respondents' demographics and health status and their reasons for shopping at the food stores.FindingsMultivariate analysis showed that the reasons the respondents reported in choosing shops fell into four groups: saving, convenience, quality and healthy foods, and user‐friendly environment. Saving was negatively related to income, age, level of education and also linked with country of birth, religious affiliation, and marital status. Convenience was negatively associated with age and also related to health status and religious affiliation. Quality/healthy food products were positively related to age but negatively associated with body mass index, and also linked to country of birth. User‐friendly environment was negatively associated with income and education and related to gender and religious affiliation.Originality/valueThe paper's results show that stores could provide more information, perhaps as signage, to their recycling and health information facilities, particularly in low socio‐economic status areas. Furthermore, the social status and religious associations confirm the view that shopping reflects broad societal affiliations among baby boomers. Shopping centres can be used to provide support for health and environmental sustainability promotions.
The changing face of competencies for club managers
Authors: Paul Koenigsfeld Jason , Perdue Joe , Youn Hyewon , Woods Robert H. 
Published: October 2011

PurposeThe purpose of this study was to update previous studies conducted on important managerial competencies used by private club managers by examining the importance and frequency of use of management competencies applied to the private club industry.Design/methodology/approachA sample of 800 randomly selected private club managers was used for this study. The study included only active members of the Club Managers Association of America (CMAA).FindingsThe results indicate a change in what club managers do between 2002 and today. Except the added competency domains, results are very similar to previous studies. Accounting and finance, human resources and food and beverage competencies remain highly important as well as the most frequently used. The overall importance rating of the leadership domain was categorized as an essential competency with a mean score over 4.50. The other competency domains/clusters overall ratings were categorized as considerably important managerial competencies with mean scores between 3.50 and 4.50.Practical implicationsThis paper will help clubs provide appropriate training programs for management staff and also provide a basis for CMAA to develop new professional development programs that would meet manager needs for developing competencies needed for the future.Originality/valueManagerial competencies are viewed as a snapshot in time in a sense that these studies must be updated over time to incorporate new roles and trends within the industry. The results of this study were compared to previous studies conducted on club manager competencies to see if important managerial competencies changed over time.
Understanding restaurant tipping systems: a human resources perspective
Authors: Lin Ingrid Y. , Namasivayam Karthik 
Published: October 2011

PurposeThe present study aims to examine the different restaurant tipping systems on perceived fairness, distributive justice, and control from employees' perspective.Design/methodology/approachFive different written scenarios of tipping systems were depicted in the present study. A total of 205 restaurant employees were assigned to each of the five groups and responded to a written scenario. Data were collected during the restaurants' briefings. Participants were asked to read the scenario and to fill out a survey instrument. Researchers administered surveys to 12 different casual‐dining, full‐service restaurants.FindingsResults indicate that when the service charge is added onto customers' bill and onto all tips collected for equal distribution among servers, this enhanced the employees' perception of fairness and distributive justice. Further, the traditional (non‐equal sharing) tipping system of keeping tips all to oneself is perceived as most fair and just to participants. However, in terms of equal sharing of tips, employees perceived sharing among all servers as more fair than the other tipping systems that include back‐of‐the‐house employees.Research limitations/implicationsThe current study has a number of limitations. First, researchers had very little control with regard to the accuracy of the procedure due to the use of professional‐oriented sample versus student‐oriented sample. Consequently, some demographic data were missing. Second, as much as the authors would like more back‐of‐the‐house participants, the majority of the participants (94 percent) were front‐line servers of the restaurants. Third, the results of this study can only be generalized to restaurant employees in casual full‐service dining restaurants. Finally, there is limited literature available specifically focusing on employees' preferences of different restaurant tipping systems; as a result consider this study as exploratory research.Practical implicationsIn order to satisfy FOH employees, restaurant managers should consider implementing tipping systems that permit front‐line servers to keep all the tips they earn to themselves. In some conditions, it is appropriate to include a service charge – the sample indicated this system as the next best choice.Originality/valueNo research has been done investigating the different restaurant tipping systems and on perceived fairness, distributive justice, and control from employees' perspective in actual restaurant settings using professional‐oriented sample, and including front‐ and back‐of‐the‐house employees.
Recent research in hospitality financial management
Authors: Tsai Henry , Pan Steve , Lee Jinsoo 
Published: October 2011

PurposeThe purpose of this paper is to review and synthesize published contemporary hospitality financial management research from 1998 through 2009 and provide future research directions.Design/methodology/approachThe authors began their initial literature search by entering into the ABI/INFORM database via ProQuest 19 pre‐identified keywords (i.e. debt, financing, ownership) related to the major functions of financial management, namely investing, financing, and dividend decisions, as well as commonly indexed keywords in hospitality finance research. The paper then expanded the authors' literature list through the reference lists of the studies that they initially identified. The authors limited their search to published studies between 1998 and 2009 and within hospitality journals written in English.FindingsThe paper identifies 98 published papers that represented the major work and efforts in expanding the body of knowledge in both the theoretical and practical perspectives of hospitality financial management. The major categories of papers include hospitality financing, investing, dividend policy, financial condition, and performance. Areas that warrant further investigation are noted throughout the paper.Research limitations/implicationsThe papers review provides academics and practitioners an overview of the updated body of knowledge in the field and suggests the need for further in‐depth research to extend the literature and prompt better financial decision making for practitioners.Originality/valueSince Harris and Brown's and Atkinson and Jones's reviews of past hospitality accounting and finance studies which mostly focused on the former, hospitality financial management research alone has grown noticeably in terms of diverse topics and sophistication of methodologies. To the authors' knowledge, no updated reviews that focus solely on hospitality finance research have been published in the last 12 years, and the need for such a task motivated them to conduct a review of recent research on this topic.
Investigating the key factors affecting behavioral intentions
Authors: Jani Dev , Han Heesup 
Published: October 2011

PurposeThis study aimed at investigating factors that contribute to increasing full‐service restaurant customers' behavioral intentions. Unlike previous research, this study integrated both affective and cognitive contributors to customer satisfaction and relationship quality in explaining customers' behavioral intentions.Design/methodology/approachData were obtained through a questionnaire survey of full‐service restaurant customers in a selected US metropolitan area. The data were subjected to structural equation modeling through the AMOS 5 program.FindingsAmong the nine hypothesized paths, six were supported and three new paths were included to improve the model fit. Affect is noted to be a major contributor to both customer satisfaction and behavioral intentions. Customer satisfaction is a direct antecedent to trust but indirect to commitment. Noteworthy is the direct impact of service encounter performance on customer satisfaction.Research limitations/implicationsDespite making use of a sample drawn from only a few selected areas and employing some constructs that are liable to expansion, the study has implications for the hospitality industry from both the theoretical and practical points of view.Originality/valueThis study reappraises the contributors to behavioral intentions in restaurant settings, providing valuable insight to managers on attracting and satisfying their customers.
A longitudinal analysis of data breaches
Authors: Posey Garrison Chlotia , Ncube Matoteng 
Published: October 2011

PurposeThe purpose of this research is to provide companies and consumers with information about the potential connections between data breach types and institutions. This study also aims to add to the body of knowledge about data breaches.Design/methodology/approachThis study analyzes a chronology of five years of data breaches. The data were classified and analyzed by breach and institution type, record size, and state. Multiple statistical tests were performed.FindingsBreach types stolen and exposed are statistically more likely to occur. Educational institutions are more likely to have a breach and it is more probable that educational breaches will be of type hacker or exposed. The proportion of insider incidents is smaller than the other breach types. The number of records breached is independent of institution and breach type.Research limitations/implicationsOnly those breaches with a specified number of records are included. The information used may have been updated after our analysis, usually a change in the number of records identified.Practical implicationsAdditional knowledge about characteristics of data breaches and the relationship between breach types and institution types will enable both businesses and consumers to be more effective in protecting sensitive information. Businesses will be able to create security budgets based on risk factors and consumers will be more aware of the risks of providing sensitive information.Originality/valueThis study provides a longitudinal analysis covering five years of data breaches and analyzes the relationship between five breach types and six types of institutions.
Enhancing SSADM with disaster recovery plan activities
Authors: Aggelinos George , Katsikas Sokratis K. 
Published: October 2011

PurposeThe purpose of this paper is to propose the integration of disaster recovery plan (DRP) objects development activities with the activities of the structured system analysis and design method (SSADM) methodology for developing an information system.Design/methodology/approachA step‐by‐step correlation of the SSADM methodology with DRP development activities is performed. By following this approach, a smaller system for emergency operations (DRP) can be designed in parallel with that for normal operations. Furthermore, the implementation of a normal operations system based on the requirements analysis and of an emergency operations system based on the critical business functions may follow the same line of reasoning.FindingsThe proposed enhancement brings benefits to both the organization and the system developer in terms of expenditure, self‐knowledge, personnel experience, reaction time, time and capability management and increase of competitiveness.Practical implicationsThe practical acceptance of the proposed approach can drastically reduce the time elapsing between the completion of the normal operations system and the design of the emergency operations system. Moreover, the needs of the emergency operations system can be forecasted during the design of the normal operations system.Originality/valueThe paper extends the SSADM methodology by incorporating DRP development.
Shaping security behaviour through discipline and agility
Authors: Harnesk Dan , Lindström John 
Published: October 2011

PurposeThe purpose of this paper is to broaden the understanding about security behaviour by developing a security behaviour typology based on the concepts of discipline and agility.Design/methodology/approachA case study was designed to analyze security behaviours in one public nursing centre. The inquiry was organized around the themes discipline and agility, culture, and security processes in order to get an in‐depth understanding of the complex relationship between security management, referred to as discipline, and security in use, referred to as agility.FindingsThe paper shows that security behaviour can be shaped by discipline and agility and that both can exist collectively if organizations consider the constitutional and existential aspects of information security (IS) management.Practical implicationsThis research makes a pivotal stand for the issue how security behaviours narrate a broad picture to enhance IS management. In particular, this will improve design of IS training and awareness programs.Originality/valueThis research is relevant to IS management in organizations, particularly as behavioural and cultural aspects are becoming increasingly significant for maintaining and also designing systemic IS management.