bluuebunny/crossref_metadata_2025_split huggingface dataset:
The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors
Authors: Wirtz Jochen , Mattila Anna S. , Tan Rachel L.P. 
Published: March 2007

PurposeIt is widely accepted that consumers enter into a service consumption experience with a set of expectations, including affective expectations. This research aims to investigate the matching effects between arousal‐level expectations and perceived stimulation (i.e. arousal congruency) on satisfaction and in‐store behaviors.Design/methodology/approachA 3 (under‐stimulation, arousal congruency and under‐stimulation) perceived arousal congruency)×2 valence (pleasant or unpleasant environment) factorial design was employed and tested across two service settings, a music store and a book store. A short narrative was used to induce arousal level expectations (high and low). Subjects were then exposed to a video clip in which the actual arousal of the store environment was manipulated at three levels (high, moderate, low). Consequently, subjects could perceive the store environment to match their expectations (arousal congruency), exceed their expectations (over‐stimulation) or to fall short of their expectations (under‐stimulation). Half of the video clips showed a pleasant store environment, whereas the other half of the videos involved an unpleasant store environment. Satisfaction and in‐store behaviors served as the two dependent variables in this study.FindingsThe results of this study indicate that the valence of the service environment (pleasant or unpleasant) moderates the arousal‐congruency effect on satisfaction and in‐store behaviors. Satisfaction in pleasant service environments was maximized at arousal congruency, while such matching effects failed to influence satisfaction in unpleasant settings. For in‐store approach behaviors, perceived under‐stimulation, compared with over‐stimulation, had a positive effect on in‐store behaviors.Practical implicationsThe findings of this study indicate that retailers need to pay attention not only to the pleasantness of the store environment, but also to arousal level expectations regarding the servicescape.Originality/valueThis paper posits a hitherto neglected theory that affective expectations, which reflect people's expectations about how they expect to feel in a given situation, might be equally important in influencing customer responses in a service setting.
An empirical analysis of productivity growth in retail services: evidence from Spain
Authors: Sellers‐Rubio Ricardo , Mas‐Ruiz Francisco 
Published: March 2007

PurposeThis paper seeks to estimate total productivity change in retailing firms and to decompose it into efficiency change and technical change (TC) (i.e. the consequence of innovation and adoption of new technologies).Design/methodology/approachThis paper adopts the efficient approach using the Malmquist productivity index for a sample of 96 supermarket chains operating in Spain between 1995 and 2003.FindingsThe results show a slight increase in average annual productivity among the firms analysed.Research limitations/implicationsThe generalisation of the conclusions of the study to the whole sector should be made with caution, because only one of the players in the distribution channel has been analysed.Practical implicationsIt is shown that the main component of productivity change is TC. This result means that new ICTs have the capacity to alter the productive structures of retail firms, favouring their productivity.Originality/valueThe contribution of this paper is based on the application of the Malmquist index to evaluate productivity in the service sector.
Humanitarian logistics in disaster relief operations
Authors: Kovács Gyöngyi , Spens Karen M. 
Published: March 2007

PurposeThis paper aims to further the understanding of planning and carrying out logistics operations in disaster relief.Design/methodology/approachTopical literature review of academic and practitioner journals.FindingsCreates a framework distinguishing between actors, phases, and logistical processes of disaster relief. Drawing parallels of humanitarian logistics and business logistics, the paper discovers and describes the unique characteristics of humanitarian logistics while recognizing the need of humanitarian logistics to learn from business logistics.Research limitations/implicationsThe paper is conceptual in nature; empirical research is needed to support the framework. The framework sets a research agenda for academics.Practical implicationsUseful discussion of the unique characteristics of humanitarian logistics. The framework provides practitioners with a tool for planning and carrying out humanitarian logistics operations.Originality/valueNo overarching framework for humanitarian logistics exists in the logistics literature so far. The field of humanitarian logistics has so far received limited attention by logistics academics.
Observation of listening behaviors in retail service encounters
Authors: McKechnie Donelda S. , Grant Jim , Bagaria Vishal 
Published: March 2007

PurposeThis research aims to present observations of the listening actions displayed by service providers when interacting with customers in retail establishments. A composite of kinetic actions, verbal discourse, and behavior is observed and assessed as “listening actions”.Design/methodology/approachService providers in 50 retail stores (personal apparel and specialty) in Dubai were engaged in mystery shopper interactions, each involving two fieldworkers – one of whom acted as a mystery shopper and the other as a secret observer. The typical norms of engagement in an interaction were quantified according to: whether the action took place (verbal actions and behavioral actions); and the frequency of the occurrence (kinetic actions).FindingsThe paper finds that listening behavior did take place; however, the frequency of occurrence of various actions was inconsistent across encounters. In addition, results differed according to the gender of the service provider and that of the customer, and service providers of retail clothing outlets which carried medium‐priced merchandise exhibited better listening behaviors than those in establishments that sold high‐priced goods.Research limitations/implicationsFuture research could include an examination of actual dialogue between the provider and customer.Originality/valueThis study contributes to knowledge about non‐verbal communication within service encounters. Implications for management include: determining the optimum frequency and occurrence of listening activities; and training service providers accordingly.
Effects of service quality dimensions on behavioural purchase intentions
Authors: Sánchez Pérez Manuel , Carlos Gázquez Abad Juan , María Marín Carrillo Gema , Sánchez Fernández Raquel 
Published: March 2007

PurposeThis paper seeks to examine the relationship between service quality and behavioural purchase intentions in the public‐sector transport industry in Spain.Design/methodology/approachThe study first identifies five distinctive research streams in service quality. An empirical analysis is then carried out in which the SERVPERF scale is adapted to the study of service quality in the public‐sector transport industry. The study then examines the relationship between service quality and purchase intention using an aggregated ordered logit model.FindingsThe findings confirm a relationship between the five dimensions of service quality and purchase intentions.Originality/valueThe study provides a useful guide to research into service quality by identifying five distinctive streams of research on the field. The study also contributes from a methodological perspective by offering a measurement scale for service quality in the public‐sector transport industry. Finally, the study contributes to studies of perceived service quality by providing an aggregated ordered logit model, and by confirming the link between service quality and behavioural intention in a public‐sector context.
The current state of six sigma application in services
Authors: Chakrabarty Ayon , Chuan Tan Kay 
Published: March 2007

PurposeSince its introduction by Motorola in the 1980s, six sigma and its philosophy have found widespread application in many manufacturing industries. It has also inspired applications in service industries. It is felt that there is a need to take stock of the knowledge accumulated in what is now an emerging field of study and look for directions to take the application of six sigma further in services. This article aims to review six sigma application in services along five main themes. The article seeks to draw on these themes to reflect on the wider applicability of six sigma in services.Design/methodology/approachAn analysis of relevant publications, citations and references was carried out using multiple databases. The impact of various key researches in this area is also discussed. The analysis then moves to discussing the necessary factors for success, key performance indicators, critical to quality characteristics, and the benefits and limitations of applying six sigma in services.FindingsThe findings are based on analysis done both quantitatively and qualitatively. The quantitative analysis shows that articles on this topic are scattered in various types of publications and there is dominance of a few articles in terms of average citation rate. The qualitative analysis shows that application of six sigma in the service sector is concentrated in a few services. The articles provide parameters to be considered for successful implementation of six sigma and there is some unanimity among articles on these parameters. Overall the literature analysis on this topic shows that six sigma is slowly but surely finding structured and beneficial application in service industries.Research limitations/implicationsThe quantitative and qualitative literature analysis provides the knowledge on the five themes discussed in this article. The non‐availability of citations in well‐known databases like SCI Expanded and the inflated citations by probable self‐citations limit the proper interpretation of average citation rate. Further research can be done in expanding the knowledge base on the discussed themes in different types of service industries.Practical implicationsThe article provides a theoretical framework consisting mainly of critical success factors, critical to quality characteristics, and key performance indicators as management guidelines to widen the application of six sigma in service industries.Originality/valueThis article contributes with a literature review, an analysis on the articles both quantitatively and qualitatively, and discusses how their contribution can be utilized for further research on this particular topic.
Building a sense of family at Visa Europe
Authors: Ahlfeldt Derrick , Cramb Jennifer 
Published: March 2007

PurposeDescribes the challenges faced by Visa Europe's leadership‐development program (LDP) in its fifth year and the approaches Visa Europe has taken to keep the program fresh, and to accelerate the development of a coaching culture in the business – one of the original objectives for the program.Design/methodology/approachDetails how short‐term secondments have been introduced to get participants into a part of the business that differs from their own, and the challenges that have had to be overcome to make the secondments work well. Highlights the roles of IMD, for the business‐school program, and Stellar Consulting Ltd, for one‐to‐one development coaching.FindingsReveals that building the coaching skills of a key group of LDP alumni has helped to accelerate the growth of a coaching culture. The program has linked people in a web of internal networks, and helped to break down organization silos because participants appreciate the challenges faced by other functional areas. Individuals are stretched, challenged, and moved out of their comfort zone and into their development zone. The program helps to identify and develop the best people and helps Visa Europe to retain them. The project element of the LDP has helped to ensure the successful delivery of some key business projects.Practical implicationsExamines how Visa Europe will be looking at the next phase of the development of LDP alumni, and considering them as a key part of the talent pool for the future of the business.Originality/valueShows that, after five years, Visa Europe has the advantage of a substantial alumni group who have a positive impact on the fabric of the organization.
Six Sigma speeds the “settling in” process at Bharati Computers Limited
Authors: Roy Shirshendu , Choudhary Praveen 
Published: March 2007

PurposeDescribes how Bharati Computers Limited reduced the average time required for new employees to complete the joining process from 14 to four days using six‐sigma techniques.Design/methodology/approachDetails the seven processes involved in “settling in” a new employee, shows how they overlapped and how delays on one process could hold up the completion of another. Shows how the process was simplified and reformed.FindingsReveals that, on the basis of Bharati Computers Limited recruiting around 1,000 new people a year, the company could make an annual saving of around US$360,000.Practical implicationsReveals how application of six sigma can substantially improve the performance of a process.Originality/valueHighlights the scope for reducing hidden costs by stripping out activities that do not add value.
Senge's many faces: problem or opportunity?
Authors: Örtenblad Anders 
Published: March 2007

PurposeThe purpose of this paper is to discuss both possibilities and problems with Senge's (1990) many faces inThe Fifth Discipline, i.e. the fact that different authors refer to different excerpts from his book as his version of the learning organization.Design/methodology/approachThe paper shows that the authors' understandings of Senge, in which a literature review resulted, are seen in the light of theories of travelling of management ideas, particularly the “translation model”.FindingsThe paper finds that both possibilities and problems with Senge's many faces were found. A fatal problem is that the many faces jeopardize the confidence in the concept and eventually its existence. But the strong connections to Senge's book, that the authors have, reduces the problems, and Senge's many faces might not cause that much trouble after all.Research limitations/implicationsThe paper shows that anyone who wishes to can, for different reasons, refer to Senge, and his version of the learning organization, and thereby gain legitimacy. One does not have to be very accurate; as it seems, almost anything goes.Practical implicationsIn the paper the “translation model” is divided into two sub‐models, which probably will sharpen future translation research.Originality/valueThe paper is a study in which it is shown how authors understand other authors. This is an example that is rarely seen. Both possibilities and problems are discussed with vagueness to Senge's many faces. This is not very common. A special case of the translation model is developed (the “smorgasbord model”), better suited to deal with the type of idea that focuses on copying of excerpts from a specific book than the traditional translation model (the “whispering game model”).
Leading with relationships: a small firm example
Authors: Marcketti Sara B. , Kozar Joy M. 
Published: March 2007

PurposeFor the continued vitality and success of small businesses, it is important to gain a deeper understanding of the effective behaviors of small business owners. The main purpose of this paper is to further the understanding of the relational leadership framework as used by a successful small business owner.Design/methodology/approachData on the small business owner participating in this study were gathered via formal and informal interviews.FindingsResults of this paper suggest that the profit potential of an organization as well as employee retention can be improved through leadership that embraces the five key components of the relational leadership framework: inclusiveness, empowerment, purposefulness, ethics, and process‐orientation.Practical implicationsGiven the challenges of owning and operating a small firm in today's competitive business climate, it is worthwhile for entrepreneurs to use this case study as an example in effectively managing their organizations.Originality/valueAn important contribution of this paper is the identification of strategies related to the relational leadership framework as applied to the small business environment.
Knowledge management model: practical application for competency development
Authors: Lustri Denise , Miura Irene , Takahashi Sérgio 
Published: March 2007

PurposeThis paper seeks to present a knowledge management (KM) conceptual model for competency development and a case study in a law service firm, which implemented the KM model in a competencies development program.Design/methodology/approachThe case study method was applied according to Yin (2003) concepts, focusing a six‐professional group involved in CDA. Data were collected at the beginning of the program and 12 months later from the following sources: interviews with CDA participants, direct and participative observation and documents/organizational statements analysis.FindingsThe paper finds that, after 12 months, CDA participants presented performance improvements that were not registered in four years of traditional training practices. The experience showed that, more than developing competencies, the method can accelerate time for competencies development.Research limitations/implicationsThe paper shows that the KM model implementation in a small and more easily controlled group may have favoured the positive results. Studies are continuing to analyse the program over a longer period of time during which it will be possible to evaluate the enlargement in the program's range. Besides, two case studies involving a larger scale are already running.Originality/valueThe need for quick responses to the intricacy of the ever‐changing environment leads organizations to greatly rely on individuals' knowledge and competencies, which have been increasingly considered key resources for competitive advantage. The model may help companies under the pressing need to foster human and organizational competencies development, mainly service firms which produce human knowledge itself.
Assessment and reassessment of supply relationships: a case study in the Spanish wine industry
Authors: Polo Redondo Yolanda , Cambra Fierro Jesús J. 
Published: March 2007

PurposeCompanies that are able to manage efficient relationships with their suppliers have a greater guarantee of success and profitability in their activity. Their products will achieve the desired standards of quality. The amount of time and economic resources that firms need to build relationships is substantial and hence involves greater risk and uncertainty. Furthermore, smaller firms have fewer resources than larger ones and, therefore, the management of supply relationships can be more complicated. Therefore, this paper, by analysing a specific case, tries to identify those factors that a small to medium‐sized enterprise (SME) assesses when choosing and deciding on building a supply relationship with a specific supplier.Design/methodology/approachThrough a real and practical case, considering the customer's point‐of‐view, this paper aims to offer a new model. It links to one group of some previously tested variables that illustrates the temporary evolution of supply relationships with present observations where both temporal extremes, the moment in which the relationship is in a latent state and its termination, are considered.FindingsFinds that prior to terminating a relationship the company carries out a re‐evaluation of the supplier. The decision whether to continue the relationship after renegotiating some of its aspects, or terminate it altogether, will be made after analysing the results of that new evaluation. But firms are more demanding in this than in the initial assessment.Research limitations/implicationsLimitations could arise because we consider only one case study, although a set of relationships are analysed.Originality/valueNo previous researches analysing the dynamics of supply relationships have compared both initial assessment to possible reassessment processes.
Driving towards sustainable profitability: transportation service providers and customer relationship management
Authors: Gopal Gurram , Cline Steve 
Published: March 2007

PurposeThe paper aims to highlight the focus on short‐term profitability by transportation service providers in a notoriously cyclical business, often at the expense of developing customer loyalty. It urges transportation service providers to use customer relationship management tools and customer emotions to generate long‐term profitability.Design/methodology/approachThe insights into the marketing aspects of the transportation services industry were developed based on interviews and discussions with more than 50 transportation industry specialists, representing service providers and buyers.FindingsThe transportation services industry is a cyclical business and, in the post‐2001 economic recovery, carriers have focused, as in previous cycles, on short‐term profitability. They are not investing in customers offering potential future growth, and are dropping currently unprofitable customers in favour of those offering the most profit per lane today. Customer relationship management techniques, especially those based on customer emotions, can be used by the transportation service providers to generate customer loyalty, allowing them to grow with their customers and smooth out the peaks and valleys of the business.Research limitations/implicationsThe research was constrained by limited access to quantitative data from the carriers and buyers and limited ability to publish data due to reasons of confidentiality.Practical implicationsThe paper highlights the need for transportation service providers to use customer relationship management techniques and generate and sustain customer loyalty to drive their long‐term profitability.Originality/valueRelationship‐based marketing has been a neglected function for transportation service providers. This paper provides a rationale for the transportation service industry to adopt customer relationship management techniques, successfully used in financial and other services, and presents some CRM methods, especially those based on customer emotions.