bluuebunny/crossref_metadata_2025_split huggingface dataset:
An exploration of relational customers' response to service failure
Authors: Hedrick Natalie , Beverland Michael , Minahan Stella 
Published: February 2007

PurposeThe purpose of this paper is to examine how customers with different relational bonds respond to the same service failure. In particular, the framework to service failure and recovery devised by Fournier and Mick is applied.Design/methodology/approachTo uncover rich emotional and cognitive responses to service failure, in‐depth interviews with eight former and current patrons of an Australian opera were used.FindingsThree types of relationship were identified: satisfaction‐as‐love (SaL), satisfaction‐as‐trust (SaT) and satisfaction‐as‐control (SaC). Each responded to the same failure in different ways. SaL customers had emotional bonds with the product category and thus reaffiremed their loyalty following the failure. SaT customers saw the service failure and inadequate recovery as a breach of the brand's implied promise and thus excited the relationship. SaC customers took charge of the situation, using their status to improve their situation and then defended the brand.Practical implicationsThe findings indicate the importance of customizing service recovery strategies, in this case to those customers with the strongest emotional bonds to the brand, not the product class.Originality/valueThis is the first paper to examine how relational customers respond to service failure and identify how different customer‐brand relationships result in different post‐failure reactions and expectations of service recovery.
Influence: a key to successful leadership
Authors: Hoy Wayne K. , Smith Page A. 
Published: February 2007

PurposeThe purpose of this article is to examine and condense the literature on influence and persuasion.Design/methodology/approachThe article identifies basic principles of influence in the theoretical and research literature, which are supported by empirical study.FindingsTen principles of influence were identified, empirical support for each was given, and implications for educational leaders were discussed. In brief, ten basic strategies for educational leaders are proposed to persuade and influence students, teachers, and parents – ten principles of influence.Practical limitationsThe propositions identified are a beginning not an end, and caution must be used to prevent the unethical use of each principle.Originality/valueThis study refines Cialdini's six principles of persuasion and add four more of our own to round out ten basic strategies educational leaders can use to persuade and influence students, teachers, and parents – ten principles of influence.
Marketing blood drives to students: a case study
Authors: Leigh Laurence , Bist Michael , Alexe Roxana 
Published: February 2007

PurposeThe aim of this paper is to motivate blood donation among international students and demonstrate the applicability of marketing techniques in the health care sector.Design/methodology/approachThe paper uses a combination of focus groups and a questionnaire‐based survey.FindingsThe paper finds that donors primarily find gratification from their altruistic acts through awareness of their contribution to saving lives. Receiving information on how each individual donation is used is seen as a powerful means of reinforcement. Practical benefits such as receiving free blood test information are also useful motivators, while communicating the professionalism of the blood collection techniques are important for reassuring the minority of prospective donors who expressed fears about possible risks associated with blood donation.Research limitations/implicationsSince this was a small‐scale study among Hungarian and international students in Budapest, further research is necessary to validate its results among other demographic groups.Practical implicationsFindings were reported to the International Federation of Red Cross and Red Crescent Societies in Hungary in order to increase blood donations among students in Hungary. Subject to validation through further research, applying recommended approaches in different countries and other demographic groups is suggested.Originality/valueThis is the first research paper on motivation toward blood donation among international students and offers new and practical suggestions for increasing their level of participation in blood drives.
The managerialistic ideology of organisational change management
Authors: Diefenbach Thomas 
Published: February 2007

PurposeThe purpose of this paper is to shed some light on the reasons and circumstances why strategic change initiatives based on new public management and managerialism go wrong. In particular, how such change initiatives are being justified, communicated, perceived, and implemented within organisational discourses and politics. It reveals personal and group interests behind ideologies, and what change management of this type is really about.Design/methodology/approachA strategic change initiative at a large Western‐European university (“International University” – IU) had been investigated between 2004 and 2005 based on qualitative empirical research. Data were gained primarily through semi‐structured in‐depths interviews with IU's senior managers. The findings were triangulated by referring to internal documents and academic literature.FindingsThe case study reveals a whole set of typical characteristics of managerialistic change management approach and how it is communicated. The paper provides insights into the narratives, organisational politics and ideology of change management processes. It draws the attention to the downsides of top‐down change management approaches, to ideologies and interests behind such initiatives as well as intended and unintended consequences.Research limitations/implicationsAcademics and practitioners might be motivated to concentrate (more) on the values, ideologies, and interests which are behind “rational” management recipes, to see management and organisational behaviour more differentiated and from a critical perspective.Originality/valueOrganisational change management is usually described on the basis of traditional strategy approaches and concentrates on “technical issues”. By drawing the attention to senior managers' perceptions and interests, and how they pursuit change management objectives on the basis of ideologies, it becomes clearer that allegedly “rational” and “objective” strategic solutions are contested terrain and objects of organisational politics.
The role of retail internationalisation in the establishment of a European retail structure
Authors: Myers Hayley , Alexander Nicholas 
Published: February 2007

PurposeThe research presented here builds a picture of the direction of international expansion and the merging of retail structures. The research aims to consider European cross border expansion by considering the flow of investment as represented by the operation of retail outlets.Design/methodology/approachThe data used in this research relates to the international activity of retailers in 23 Western European countries. Data were drawn from industry sources which included national and international trade associations, retail company news releases, government departments, trade magazines, and direct contact with individual companies. This data were then used to plot the cross‐border operations of European retailers.FindingsThe patterns established from the data set suggest that retail internationalisation within Europe is occurring on a significant scale and that there is an emerging pan‐European retail structure. The findings presented here also show that there is strong evidence of intra‐regional linkages within Europe. That is there is a particularly strong flow of retail activity between markets that are geographically and culturally proximate.Originality/valueBy looking at retail outlet numbers rather than the number of retail operations or fascias owned by international retailers in different markets, the paper adds a new dimension to understanding the development of pan‐European retail structures.
The impacts of competitive entry on pricing in the Finnish retail grocery market
Authors: Uusitalo Outi , Rökman Maija 
Published: February 2007

PurposeThe purpose of this paper is to explore the impacts that a new retailer entering a previously stable market has on the domestic retailers' pricing behaviour. The paper describes and analyses the context of the entry of the hard discounter chain Lidl into the Finnish market.Design/methodology/approachTo illustrate the effects of competitive entry on pricing behaviour of competitors, prices of 20 grocery items were collected from three different chains and three market areas in three different points of time. Based on these data the pricing initiatives of the entrant and the reactions of the domestic competitors are described and analysed in terms of four dimensions: competition, geographical, assortment, and time.FindingsThe analysis reveals that the domestic retailers reacted to the intensifying price competition by engaging in selective price changes. Both price cuts and price increases were detected.Originality/valueThe paper provides empirical insights about the impacts of intensifying competition on pricing.
Rural retailing: a sector in decline?
Authors: Paddison Andrew , Calderwood Eric 
Published: February 2007

PurposeThe paper seeks to review dynamic forms of rural retailing, by location, that have innovated through a mixture of actions leading to growth, adaptation, diversification and differentiation.Design/methodology/approachReviews relevant academic literature and draws upon contemporary policy‐related material that details recent innovation within the sector. A rural retail typology by location is presented: retailing within market towns, village shops and stand‐alone retailing forms (farm shops and speciality rural retail outlets).FindingsSince, the nature together with form of what characterises dynamic and innovative rural retailing differs by location, the typology is based on the above schema. First, market towns have used growth and differentiation opportunities as strategic foci. Second, innovative village shops have applied strategies that seek to counter their structural weaknesses, harness the community and yield new revenue streams. Third, the manner in which stand‐alone retailing forms, such as farm shops together with speciality rural retail outlets, have grown and developed is reviewed.Practical implicationsReviewing dynamic forms of rural retailing allows for a greater understanding of the operational needs for success. A lack of relevant research is cited together with examples.Originality/valueStereotyping rural retailing is erroneous since marginalised enterprises are juxtaposed against more innovative forms. Contrary to perceptions of rural decline, the sector is multi‐faceted with prospering sub‐sectors. The paper focuses on these more dynamic and innovative forms of rural retailing. Much of the previous focus in this sector has been on negative issues and decline. A synthesis of the key contributory phenomena is presented.
The use of the internet as a marketing channel for Irish speciality food
Authors: Canavan Orla , Henchion Maeve , O'Reilly Seamus 
Published: February 2007

PurposeOnline shopping is one of the most rapidly growing forms of shopping and provides a global shop window for producers who wish to sell and market their products. This paper seeks to investigate the internet as an alternative distribution channel for Irish producers of speciality food products.Design/methodology/approachPrimary data collection involved consumer focus groups, a producer web audit, producer depth interviews and an e‐mailed online producer survey.FindingsConsumers of speciality food appear to trade off the convenience and variety potentially available with online shopping for the sales experience associated with more traditional outlets, particularly speciality food outlets and direct sales channels. Nonetheless, the internet can be a significant sales channel for some speciality food producers with products of specific attributes, e.g. high value goods, and products with elaborate and gift‐oriented packaging and for those targeting consumers with previous purchase experience. For the majority of producers, the internet can complement other marketing channels and its role in managing information and relationships may be more important than online sales. Significant challenges exist for speciality food producers to use the internet as a significant sales channel.Originality/valueThe paper considers food as a category comprising a number of different types of products based on their search, credence and experience characteristics. It applies this categorisation to speciality food and examines the influence of these characteristics on the role of the internet as both a sales and marketing channel in Ireland. It uses both consumer and producer perspectives in the analysis.
Understanding the causes of the bullwhip effect in a supply chain
Authors: Paik Seung‐Kuk , Bagchi Prabir K. 
Published: February 2007

PurposeThis study attempts to determine the relative contribution of each of the causes of the bullwhip effect and to identify which causes of the bullwhip effect have relatively significant impacts on the variability of orders in supply chains.Design/methodology/approachComputer simulation models are developed. A fractional factorial design is used in collecting data from the simulation models. Statistical analyses are conducted to address the research objectives.FindingsWhen all of the nine possible causes of the bullwhip effect are present in the simulation models, the following six factors are statistically significant: demand forecast updating, order batching, material delays, information delays, purchasing delays and level of echelons. Among these six factors, demand forecast updating, level of echelons, and price variations are the three most significant ones.Research limitations/implicationsSimulation models for the beer distribution game are developed to represent supply chains. Different supply chain structures can be constructed to examine the causes of the bullwhip effect.Practical implicationsIn order to mitigate the bullwhip effect, supply chain managers need to share actual demand information and coordinate production and distribution activities with their partners.Originality/valueThis study measures the relative contribution of each of the causes of the bullwhip effect and provides evidence that transparent and accurate information flow and supply chain coordination could be a key to reduce the amplification of demand in supply chains.
Menu engineering and activity‐based costing – can they work together in a restaurant?
Authors: Raab Carola , Mayer Karl 
Published: February 2007

PurposeThis research paper aims to examine whether using menu engineering (ME) together with activity‐based costing (ABC) for menu analysis gives new insights about true menu profitability. The traditional ME approach only uses food cost to determine the contribution margin of individual menu items. This combined approach uses both food and traceable operating costs to estimate contribution margins more accurately.Design/methodology/approachAn improved menu engineering model was developed and tested in a buffet restaurant in Hong Kong. Direct observation of restaurant activities allowed most costs to be traced (not simply allocated) to individual menu items.FindingsThe results found that only three of 20 dinner menu entrées were profitable. This unique insight would not have been possible using traditional ME methods alone. The results also showed that ABC methods are applicable to a buffet‐style restaurant.Research limitations/implicationsOnly a single restaurant and only the dinner menu were examined in this study. Future research should apply the model used herein to other restaurant types located in different geographical areas in an effort in order to validate the approach.Practical implicationsThe paper suggests that ME can be improved upon by first assessing variable costs using ABC methods. Thus, the extra effort required to apply ABC in a restaurant appears to be worthwhile.Originality/valueThe paper combines two disparate analytic techniques (ME and ABC) in a new approach that reveals a menu's true profit and loss picture. The paper also makes several modifications to the traditional ME approach.
A holistic approach to expatriate success
Authors: Avril Alizee B. , Magnini Vincent P. 
Published: February 2007

PurposeThe paper seeks to illustrate that a holistic selection, training, and organizational support approach encompassing variables such as the expatriate's family status, emotional intelligence, dietary and exercise habits, and his/her learning orientation is needed to enhance the odds of the expatriate's success.Design/methodology/approachThe argument brought forth in this article is the product of a literature review drawing upon multiple streams of current research.FindingsThe holistic approach to expatriate selection, training, and organizational support detailed in this paper should be employed by multi‐national hotel corporations.Practical implicationsThis information should benefit hoteliers since the industry is currently experiencing a high rate of expatriate failure.Originality/valueNo research to date has addressed the issue of expatriate failure from this holistic viewpoint.
Hospitality internships in Cyprus: a genuine academic experience or a continuing frustration?
Authors: Zopiatis Anastasios 
Published: February 2007

PurposeThe primary purpose of the research study conducted was to investigate hospitality internships and improve such practices within the distinct environment of the hospitality industry of Cyprus by acquiring new knowledge, related to and of value to its primary stakeholders.Design/methodology/approachThe unique characteristics of the three groups under investigation necessitated the utilization of different research methods and techniques – an approach known as methodological triangulation.FindingsWhile the findings reliably measure the Cyprus‐specific environment, the author argues that the particular strategies produced can effectively be implemented in other countries.Practical implicationsBy comparing and contrasting the views and expectations of all stakeholders involved, the author recommends specific strategies for improving the quality and enhancing the value of internship practices for hospitality students.Originality/valueThe paper is of value to all hospitality stakeholders, since it can serve as a guide for the provision of a pedagogically sound internship experience to students.
Customer based brand equity: evidence from the hotel industry
Authors: Kayaman Rüçhan , Arasli Huseyin 
Published: February 2007

PurposeThe paper aims to explore interrelations of the four brand equity components; brand awareness, brand loyalty, perceived quality and brand image in hotel industry and improve the conceptualization of customer‐based hotel brand equity.Design/methodology/approachThe paper is based on the recommendations of previous studies, the scale constructed to measure consumer‐based brand equity included brand awareness, brand loyalty, perceived quality and brand image. The present study used a sample of 345 actual customers from 11 different countries whose accommodation in North Cyprus hotels was used to test the relations of the proposed model Path analysis.FindingsThe findings in this paper support the three‐dimensional model of customer‐based brand equity in hotel industry. Brand awareness dimension was not found significant in the tested model for hotels. The present study contributes to the understanding of customer‐based brand equity measurement by examining the dimensionality of this construct.Research limitations/implicationsFurther research in this paper should attempt to examine brand equity across many different hotel categories. This will give the opportunity to make comparisons between different hotels' products and this concept. Furthermore, intra relationship of customer based‐brand equity components on the hotel performance needs to be investigated.Practical implicationsThe paper shows that hotel managers and executives should try to influence; perceived quality, brand loyalty, brand image and brand awareness in their organizations and design their service delivery process by considering relations between customer based brand equity components.Originality/valueThe principal contribution of the paper is that it provides important insights into the development and measurement of customer based hotel brand equity scale and limited hotel brand equity literature.
Modelling of the thermosolutal convection and macrosegregation in the solidification of an Fe‐C binary alloy
Authors: Han Z.Q. , Lewis R.W. , Liu B.C. 
Published: February 2007

PurposeThe motivation for this work is to establish a model that not only includes the main factors resulting in macrosegregation but also retains simplicity and consistency for the sake of potential application in casting practice.Design/methodology/approachA mathematical model for the numerical simulation of thermosolutal convection and macrosegregation in the solidification of multicomponent alloys is developed, in which the coupled macroscopic mass, momentum, energy and species conservation equations are solved. The conservation equations are discretized by using the control volume‐based finite difference method, in which an up‐wind scheme is adopted to deal with the convection term. The alternative direction implicit procedure and a line‐by‐line solver, based on the tri‐diagonal matrix algorithm, are employed to iteratively solve the algebraic equations. The velocity‐pressure coupling is handled by using the SIMPLE algorithm.FindingsBased on the present study, the liquid flow near the dendritic front is believed to play an important role in large‐scale transport of the solute species. The numerical or experimental results in the literatures on the formation of channel segregation, especially those about the location of the initial flow as well as the morphology of the liquidus front, are well supported by the present investigation.Research limitations/implicationsThe modelling is limited to dealing with the thermosolutal convection of two‐dimensional cases. More complicated phenomena (e.g. crystal movement) and 3D geometry should be considered in future research.Practical implicationsThe present model can be used to analyze the effects of process parameters on macrosegregation and, with further development, could be applied as a useful tool in casting practice.Originality/valueThe numerical simulation demonstrates the capability of the model to simulate the thermosolutal convection and macrosegregation in alloy solidification. It also shows that the present model has good application potential in the prediction and control of channel segregation.