bluuebunny/crossref_metadata_2025_split huggingface dataset:
Developing a decision‐making framework for implementing purchasing synergy: a case study
Authors: Smart Alan , Dudas Andreas 
Published: January 2007

PurposeThe purpose of this paper is to report on research undertaken within a European‐based airline services firm. As a result of pressures within the airline industry the firm embarked on a cost reduction programme, recognising the need to achieve more synergy from its procurement spend, located in semi‐autonomous business units (BUs). The paper describes sequentially the two stages of the author's involvement in the project and the outputs and results realised.Design/methodology/approachThe aim was to design a practical tool, based on academic inputs, which could be used by the business to achieve purchasing synergy. The research is reported in a case study format and develops an original mixed method approach. This approach combines interviews, a focus group, cognitive mapping and portfolio analysis and leads to the production of a decision‐making framework for implementing purchasing pooling.FindingsThe results illustrate that prior to the study, procurement was highly fragmented with little co‐ordination between BUs. The company needed to standardise many of its item specifications to facilitate purchasing pooling. A hierarchy is created as a valuable tool for understanding the various and conflicting factors in item selection for pooling initiatives. In addition, four purchasing strategies are identified, to support synergy in the firm.Practical implicationsThe decision‐making framework developed for the business is used to illustrate how the firm achieved purchasing synergy across its BUs. The approach can similarly be adopted in organisations with a high level of fragmentation in their spend.Originality/valueThe research demonstrates the value of applying academic knowledge and multiple methods in creating practical solutions for managers. It also addresses some of the weaknesses identified in using single methods of analysis such as portfolios.
Relationship benefits in an internet environment
Authors: Colgate Mark , Buchanan‐Oliver Margo , Elmsly Ross 
Published: January 2007

PurposeThe notion of relationships has been shown to be a worthwhile strategy in many service industries. This coupled with the rapid development of the internet means that it is now possible (and even beneficial) to implement internet based relationship management programs. Given the importance of this issue this paper seeks to understand the relational benefits that consumers receive in an internet environment relative to the benefits consumers receive in a traditional environment i.e. face‐to‐face.Design/methodology/approachResults are derived from 15 in‐depth interviews (10 from the internet context and 5 from the traditional context) and over 200 quantitative surveys.FindingsThe relationship benefit of “history” appears in both samples which was missing from the original study on relationship benefits. Findings also show that there are differences between the internet group of customers and the traditional customers in respect to the perceived relational benefits. In particular internet customers appear to receive lower levels of the confidence benefit.Research limitations/implicationsWe must be careful as these results may be context specific – one company from one industry. Future research must further investigate the ability of the internet to create and sustain relationships. The concept of history seems to be a potent one – how can firms use this newly discovered relationship benefit?Practical implicationsUltimately internet based relationships are sufficiently different from traditional relationships to require specialized management attention. Managers must pay particular attention to the results which indicate loss of confidence and the need for the personal touch.Originality/valueFirst piece of research to look at relationship benefits in the internet context.
The added value of web innovation for customer satisfaction
Authors: van Birgelen Marcel , Ghijsen Paul , Semeijn Janjaap 
Published: January 2007

PurposeRecent studies have explored the effects of e‐service quality on satisfaction and loyalty of online customers by extending and supplementing traditional service quality frameworks. This research proposes a combination of traditional service quality and e‐service quality frameworks. The central question focuses on how to assess the added value of the web as a service innovation for a traditional service. The setting of the study is a traditional‐style barbeque delivery service with a recently installed advanced web‐initiated order entry facility now used by a majority of the customers.Design/methodology/approachAn empirical, survey‐based cross‐sectional study on web‐initiated customer experiences of an in‐home catering service, involving barbeque food items and cooking equipment.FindingsFindings indicate that adding an innovative e‐channel to a traditional business process does not automatically translate to a higher customer satisfaction. Only limited significant effects were found from online ordering on overall satisfaction in contrast to the effect of traditional service dimensions.Research limitations/implicationsFurther research is needed on the joint analysis of e‐services and traditional services.Practical implicationsE‐service dimensions appear to have a limited impact on overall satisfaction in a traditional business context.Originality/valueThis is one of the first empirical studies combining both traditional and e‐service dimensions and relating them to customer satisfaction.
Service innovation and customer choices in the hospitality industry
Authors: Victorino Liana , Verma Rohit , Plaschka Gerhard , Dev Chekitan 
Published: January 2007

PurposeThe purpose of this paper is to understand the impact service innovation has on customers' choices within the hotel and leisure industry. The paper also discusses the influence of the creation of new services on both service development and operational strategy.Design/methodology/approachThe analysis is based on a national survey of approximately 1,000 travelers in the United States, using a web‐based data acquisition approach. The travelers are segmented by reason of travel (business or leisure), and discrete choice analysis is applied to model customer preferences for various hotel service innovations.FindingsOverall, the study finds that service innovation does matter when guests are selecting a hotel, with type of lodging having the largest impact on a customer's hotel choice. In addition, service innovation is found to have a larger influence on choices when guests are staying at economy hotels rather than mid‐range to up‐scale hotels. Also, leisure travelers were found to be more influenced by innovative amenities such as childcare programs and in‐room kitchenettes than business travelers.Practical implicationsThe understanding of customers' choices allows managers to better design their service offerings and formulate corresponding operational strategies around customer needs.Originality/valueThis paper examines the addition of innovation to the hotel service concept and is an excellent tool for managers deciding on which innovations to implement.
The role of guides in artistic industries
Authors: Surlemont Bernard , Johnson Colin 
Published: January 2007

PurposeThe haute‐cuisine industry must cope with two, apparently antagonist demands from customers: providing reliable advice about the choice of restaurant, while concurrently preserving the “magic of discovery” and creativity every haute‐cuisine restaurant should provide. This paper has the objective of analysing how the Michelin guide “star system” operates as a “signalling device” in the industry, and handles these two market requirements. The research also explores how secrecy contributes to preserve chefs' creativity for the benefit of customer satisfaction.Design/methodology/approachThe research is derived from 20 exploratory field interviews of chefs belonging to the “star system” in France, Switzerland and the UK.FindingsField research and analysis reveal the pressure to minimize type II errors, i.e. of selecting restaurants that do not merit inclusion and, consequently, increase type I errors. This behaviour explains the stability, reliability and consistency of the system.Research limitations/implicationsFurther research is needed to analyse the extent to which the phenomenon observed in the haute‐cuisine industry is manifest in other artistic (i.e. fashion) or hospitality (i.e. hotels) related sectors.Practical implicationsThere is no unique route to the star system. The best way for chefs to increase the odds to get promoted is to focus on quality, develop their own style and be patient. The policy of the Michelin guide opens the door for competing guides willing to take more risk of type I errors.Originality/valueThis exploratory research is the first attempt to analyse the role of gastronomic guides in the haute‐cuisine sector.
What works, and why, in business services provision for SME: insights from evolutionary theory
Authors: Caniëls Marjolein C.J. , Romijn Henny A. 
Published: January 2007

PurposeProgrammes providing services for small‐ and medium‐sized enterprises are important. Yet, quality and impact of many of these programmes lag behind expectations. This paper attempts to shed light on the reasons behind this disappointing state of affairs.Design/methodology/approachModern theories of innovation and services marketing management are adopted as a conceptual framework, because these theories generate major insights about how business services should ideally be provided. The usefulness of this framework for analysing business service programmes is demonstrated through its application to one particular programme, the small business service (SBS) in the UK.FindingsUsing this approach, the paper identifies several key issues. Major weaknesses in programme structure and implementation practices emerge, mainly revolving around customer focus, incentive problems and organisational issues, and the lack of a systems perspective.Research limitations/implicationsGiven the suitability of the framework for the analysis of our case, it could also prove to be a promising tool for analysing business support programmes in other settings.Practical implicationsManagerial priorities for improvement in the UK emerge. There is a need to improve the incentives facing boundary‐spanning staff. This should be backed up by further organisational reform, to address the fragmentation plaguing the current system.Originality/valueThe methodological approach, of viewing practice in a SBS programme through a theoretical lens, is novel. It could be a useful supplement to conventional performance and impact assessments that are more factual in nature.
The impact of customer relationship characteristics on customer switching behavior
Authors: Pablo Maicas Lopez Juan , Polo Redondo Yolanda , Sese Olivan Fco. Javier 
Published: January 2007

PurposeThe purpose of this research is to show how relationship marketing has recognized the importance of building long‐term relationships in increasing firms' profitability and guaranteeing their future viability. Owing to the damaging effects that customer switching behavior could have on the development of successful relationships, understanding customers' switching decisions can represent a key step in the process of establishing, developing and maintaining successful relational exchanges. The current study aims to contribute in this direction by introducing the heterogeneity of customers in their relationship characteristics (depth, length and breadth) into the analysis of customers' propensity to switch service providers.Design/methodology/approachThe data set used to carry out this study has been obtained from a panel survey (Home Online) of technology users in the United Kingdom, and the proposed hypotheses are tested on the fixed‐line telephone sector using logistic regression. This technique associates the relationship characteristics with the probability that a switch in suppliers will take place.FindingsThe results obtained show that the length, depth and breadth of relationships help to determine customers' propensity to switch fixed‐telephone suppliers. Customers who maintain a long‐lasting relationship with the firm (length), use the service more (depth), and invest in complementary services (breadth) will be less predisposed to switch.Practical implicationsWith regard to recommendations for practitioners, the paper highlights the need for firms to renew both acquisition and retention strategies in order to take individual customer information into account. This should help them to identify and retain the most valuable customers and to optimally allocate marketing resources (from switching‐prone to non‐switching‐prone customers).Originality/valueThe main contribution of the paper is to consider relationship characteristics in the analysis of customer switching behavior. This research shows that the heterogeneity observed in the depth, length and breadth of customer‐firm relationships explains the differences in the propensity to switch service providers.
Linking a service‐driven market orientation to service quality
Authors: Voon Boo Ho 
Published: January 2007

PurposeThe purpose of this research is to empirically develop a service‐driven market orientation construct and test its relationships with service quality.Design/methodology/approachThe researcher employs Critical Incident Technique to generate items for the survey instrument. Then, the quantitative‐based descriptive research uses structured questionnaires to capture the perceptions of 558 university students from Malaysia which are used to understand the nature of the customer‐perceived market orientation and its relationship with service quality.FindingsThe results show that the service‐driven market orientation (SERVMO) that consists of six components (customer orientation, competitor orientation, interfunctional orientation, performance orientation, long‐term orientation, and employee orientation) has a significantly strong and positive relationship with service quality.Research limitations/implicationsThe SERVMO scale is developed using data from the higher education sector and is yet to be validated in other industries.Practical implicationsThe proposed strategic construct and current findings on its relationships with service quality provide practical insights for service managers to monitor their service orientation and enhance service quality.Originality/valueThe newly developed SERVMO scale is originally derived from the customer perception data in the Malaysian higher education sector.
Service expectations of older generation Y customers
Authors: Jin Ma Yoon , Niehm Linda S. 
Published: January 2007

PurposeThe purpose of this research is to examine the relationship of older Generation Y (Gen Y) customers' (18‐27) shopping orientations to their expectations for retail services. It also seeks to assess the importance and impact of service expectations and perceptions on customer satisfaction and loyalty when shopping for apparel in different types of retail outlets.Design/methodology/approachThree different retail settings (department, specialty, and discount stores) were examined with parallel lists of retail service‐related questions using a convenience sample of older Gen Y female customers. Descriptive analysis, exploratory factor analysis, F‐tests, and regression analysis were employed.FindingsShopping orientations were related to older Gen Y customers' expectations for retail services and patronage in all three apparel retail settings. The modified SERVQUAL scale represented one grand service construct in each retail setting. Older Gen Y customers' expectations for service differed by store type, and their service expectations, service perceptions, and service quality were related to retailer satisfaction and store loyalty.Research limitations/implicationsGeneralizability of findings may be limited as the study was conducted with female older Gen Y customers shopping for a singular apparel category.Practical implicationsThis study illuminates how retail services create value and satisfaction for older Gen Y customers. Results aid in development of service strategies and training programs by type of store outlet.Originality/valueThe study contributes to the scant literature concerning service quality and service expectations for female older Gen Y customers.
Service recovery: a naturalistic decision‐making approach
Authors: Thwaites Edwin , Williams Christine 
Published: January 2007

PurposeThe purpose of the paper is to discuss approaches to decision making used in the emergency services and to relate these to decision making in service encounters in the tourism and leisure sector.Design/methodology/approachThe paper is a conceptual discussion paper that canvasses a range of issues in service encounters, especially the problems of empowerment and service recovery. Although a structured approach to service recovery (often involving 100 per cent guarantees) is popular in the tourism and leisure industry, this precludes spontaneity in solving customers' problems and returning them to a satisfied state. The paper notes that managers have little guidance on how such spontaneity can be effectively accomplished.FindingsThe paper argues that much can be learned from the “naturalistic decision making” (NDM) of emergency decision‐makers. The paper therefore provides an assessment of how NDM could be utilised in the services sector.Practical implicationsTraining frontline staff in NDM is a means of improving service recovery, and this has implications for recruitment, retention, and staff training. It also provides a justification for trusting experienced frontline staff members.Originality/valueThe study offers a different perspective on decision making in service situations.
Web site performance measurement: promise and reality
Authors: Welling Ray , White Lesley 
Published: January 2007

PurposeThe purpose of this research is to examine the web site performance‐measurement activities of a range of businesses and to determine whether there are common measures that can be successfully applied to rate the performance of corporate web sites.Design/methodology/approachQualitative interviews are conducted with web site managers of 25 businesses, exploring web site activities and performance measures used.FindingsThe study demonstrates that web site performance measurement is largely idiosyncratic and/or completely ignored. Retailing and business‐to‐business companies are more likely to use performance measures (including sales revenue and web‐analytics programs) to determine the value of a web site to the business.Research limitations/implicationsThe study covers a broad spectrum of company types and sizes, mainly based in Australia, but did not focus on the use of the internet by specific industries – such as retailing or financial services.Practical implicationsThe study should encourage managers to measure the financial and non‐financial contributions made by corporate web sites to the overall performance of a business.Originality/valueThe paper provides insight into the current lack of standards in web site performance measurement and the need for the development of standards in this area.
Modelization of combined radiative and conductive heat transfer in three‐dimensional complex enclosures
Authors: Guedri Kamel , Naceur Borjini Mohamed , Farhat Habib 
Published: January 2007

PurposeTo provide a finite volume code, based on Cartesian coordinates, for studying combined conductive and radiative heat transfer in three‐dimensional irregular geometries.Design/methodology/approachIn the present study, a three‐dimensional blocked‐off‐region procedure was presented and implemented in a numerical code based on the finite volume method to model combined conductive and radiative heat transfer in complex geometries. This formulation was developed and tested in three‐dimensional complex enclosures with diffuse reflective surfaces and containing gray absorbing‐emitting and isotropically scattering medium. This approach was applied to analyze the effect of the main of thermoradiative parameters on the temperature and flux values for three‐dimensional L‐shaped enclosure.FindingsThe proposed isotropic model leads to satisfactory solutions with comparison to reference data, which entitles us to extend it to anisotropic diffusion cases or to non‐gray media. The blocked‐off‐region procedure traits both straight and curvilinear boundaries. For curved or inclined boundaries, a fine or a non‐uniform grid is needed.Originality/valueThis paper offers a simple Cartesian practical technique to study the combined conductive and radiative heat transfer in three‐dimensional complex enclosures with both straight and curvilinear boundaries.
Effect of the local acceleration term on the MHD transient free convection flow over a vertical plate
Authors: Aldoss T.K. , Al‐Nimr M.A. , Khadrawi A.F. 
Published: January 2007

PurposeThe transient hydrodynamics and thermal behavior of free convection flow over an isothermal vertical flat plate is investigated.Design/methodology/approachThe study focuses on the role of the local acceleration term in the magnetohydrodynamic (MHD) momentum equation. A finite difference method based on a second‐order differential equation is used to solve the differential equations.FindingsIt is found that the local acceleration term has insignificant effect on the flow behavior especially at large values of magnetic forces. Also, it is found that the effect of the magnetic forces on the flow hydrodynamics behavior is significant but its effect on the thermal behavior is insignificant. It has been realized that the local acceleration term is usually small compared to the magnetic retarding force, and hence can be neglected.Research limitations/implicationsA quantitative description of the operating and geometrical parameters within which the local acceleration term may be significant is not available in the literature yet. Also, the authors' intention is to improve physical understanding of the hydrodynamic and thermal behaviors of the present problem.Originality/valueThe study provides results concerning the thermal behavior of free convection flow.
Fin placement for optimal forced convection heat transfer from a cylinder in cross‐flow
Authors: A/K Bassam , Abu‐Hijleh  
Published: January 2007

PurposeThe aim of this work is to determine the optimal number and location of the fin(s) for maximum laminar forced convection heat transfer from a cylinder with multiple high conductivity radial fins on its outer surface in cross‐flow, i.e. Nusselt number, over a range of Reynolds numbers.Design/methodology/approachThe effect of several combinations of number of fins, fin height, and fin(s) tangential location on the average Nusselt number was studied over the range of Reynolds numbers (5‐150). The problem was investigated numerically using finite difference method over a stretched grid. The optimal number and placement of the fins, for maximum Nusselt number, was determined for several combinations of Reynolds number and fin height. The percentage improvement in heat transfer per fin(s) unit length, i.e. cost‐efficiency, was also studied.FindingsThe results indicate that the fin(s) combination with the highest normalised Nusselt number is not necessarily the combination that results in the highest fin cost‐efficiency.Originality/valueThe results of the study can be used to design highly efficient cross‐flow forced convection heat transfer configurations from a horizontal cylinder with minimum cost.