bluuebunny/crossref_metadata_2025_split huggingface dataset:
Customization and standardization in hotels – a paradox or not?
Authors: Sandoff Mette 
Published: January 2007

PurposeThis paper is based on the empirical study of human resources and service work and its purpose is to reveal that the international hotel industry is becoming more standardized. The argument presented here is that progressive standardization within customized service production is paradoxical. The aim here is to discuss the paradox and in so doing, to highlight the fact that control, predictability and risk minimization are just as important to hotel operations as customized service.Design/methodology/approachThe data, in the form of qualitative interviews conducted in five European capital cities, are drawn from international first class hotel groups. Three international hotel groups are represented, and four hotels have been picked out from each group. In addition to the hotel‐based interviews, head office interviews with the three hotel group directors of human resources were undertaken.FindingsAttempts to standardize service production are popular due to the unpredictable character of service operations. The traditional view – as reflected in the service management literature, is that service should be customized in order to satisfy customers. It seems paradoxical to strive for standardization and customization at the same time and the findings show that customized service is seldom found in practice.Originality/valueThe data reveal the divide in the discourse between academia and practice on standardization versus customization.
Sports education – a priority for Caribbean sports tourism
Authors: Sinclair Donald 
Published: January 2007

PurposeThis paper has the objective of making the case for the development of sports education as a critical element in the growth of sports tourism in the Caribbean.Design/methodology/approachThis paper reviews some of the key definitions offered in the literature for sports, tourism, sports tourism and sports education. It then discusses the status of sports tourism in the Caribbean, using the CWC 2007 event as the main focus. The paper then proposes a template of a sports education curriculum for adoption in the Caribbean region.FindingsBoth the strengths and weaknesses of the sports tourism infrastructure in the Caribbean are reported in this paper. While the Caribbean possesses viable resources for tourism, as well as a strong foundation in sport, the institutional arrangements and formulae for developing sports tourism are either lacking or weak.Research limitations/implicationsA substantial body of writing and research has focused upon the tourism product of the Caribbean. However, there has been comparatively little attention directed towards the theoretical, policy and operational issues related to Caribbean sports tourism. This research lacuna creates a vacuum of intellectual support and guidance for tourism scholars, tourism and sport administrators.Practical implicationsThe author sees a direct route from this paper to the offices of tourism, sport and tertiary education administrators in the Caribbean. The paper proposes a workable model aimed at creating a greater synergy between sport and tourism in the Caribbean.Originality/valueTourism departments, directorates of sport, and institutions of tertiary education should derive benefit from the proposal and introduction of this novel construct in sports education and training.
Collaborative partnerships in an urban environment: working together to benefit all
Authors: Hall Jackson Faye , Dinkar Rachana , DeFranco Agnes 
Published: January 2007

PurposeThis paper documents the effort of an urban university working collectively with a faith‐based organization, industry partners and the government to better the livelihood of individuals in a community.Design/methodology/approachConceptual paper that reviews current literature and applies it to a case study model.FindingsThis conceptual writing offers strategies for group success through discussions of goal setting, benefit articulation, necessary infrastructure, curriculum development, and concludes with an outline of a true case study.Practical implicationsCollaborative efforts of higher education, faith‐based organizations, government, and industry can work together to establish programs whose intent is to provide educational and training opportunities to at‐risk populations.Originality/valueThe value of the paper is in the coordination of resources to provide a service deliverable that will benefit the larger community.
A comparison of relationship marketing and Guanxi: its implications for the hospitality industry
Authors: Geddie Morgan W. , DeFranco Agnes L. , Geddie Mary F. 
Published: January 2007

PurposeThis paper describes the variables researchers have found to be significantly associated with relationship marketing, those related to Guanxi, and the similarities and differences between them.Design/methodology/approachThe researchers reviewed 77 articles on the subjects of Guanxi and relationship marketing and identified seven constructs from the literature that apply to both Guanxi and Relationship Marketing.FindingsThese six constructs were investigated (bonding, customer loyalty, empathy, reciprocity, and satisfaction, and trust). Four constructs were associated with Guanxi (bonding, empathy, reciprocity, and trust) and while two (satisfaction, and customer loyalty) and a category termed other were commonly used with relationship marketing.Practical implicationsGuanxi concentrates on building the bond or relationship before the transaction in such a way that the company and customer become one cooperative unit. Relationship marketing deals with the transaction first and builds the relationship later. Relationship marketers could benefit from incorporating the principles of Guanxi in their strategies and tactics.Originality/valueMany western managers are not familiar with Guanxi. Managers, who have an understanding of the Guanxi, can become more effective at relationship marketing.
Review of supply chain management and logistics research
Authors: Sachan Amit , Datta Subhash 
Published: January 2007

PurposeTo examine the state of logistics and supply chain management (SCM) research in the last five years from the standpoint of existing methodologies. The state of research is assessed by examining the research design, number of hypothesis testing, research methods, data analysis techniques, data sources, level of analysis and country of authors.Design/methodology/approachThe review of SCM and logistics research is based on 442 papers published from 1999 to 2003 in the following three academic journals Journal of Business Logistics, International Journal of Physical Distribution & Logistics Management, and Supply Chain Management: An International Journal.FindingsMajor findings show that there is an increase in the direct observation methods like case studies. In general, the research is more interpretive in nature. Survey method is still holding the highest position. More advanced techniques are being used for data analysis in empirical studies and there has been an increase in hypothesis testing. The trend in survey research is moving from exploratory to model building and testing.Research limitations/implicationsThe gaps identified in the review were: there are very few inter disciplinary studies; innovative application of secondary data is lacking, (c) research at inter organisation level is scanty; and the current state of research has failed to integrate all the firms in the value chain and treat them as a single entity.Originality/valueThe methodological review will provide increased understanding of the current state of research in the discipline.
Value chain analysis: an approach to supply chain improvement in agri‐food chains
Authors: Taylor David H. 
Published: January 2007

PurposeTo develop an innovative methodology to apply lean value chain improvement techniques to a complete supply chain for a food product from farm to consumer.Design/methodology/approachAction research based on a UK case study involving farmers, a food processor and a major retailer.FindingsValue stream analysis (VCA) highlights significant opportunities to improve supply chain performance, profitability and relationships.Research limitations/implicationsLean/VCA methodologies can be readily applied to the retail and processor elements of food chains. However, further research is required to apply the concepts to farm operations.Practical implicationsSubsequent to this research, VCA techniques have been increasingly adopted in UK agri‐food sectors including meat, dairy, cereals and horticulture.Originality/valueApplication of lean concepts and VCA in the agri‐food sector. Development of a multi‐echelon supply chain improvement methodology.
The multiple facets of the bullwhip effect: refined and re‐defined
Authors: Svensson Göran 
Published: January 2007

PurposeThis paper seeks to describe a conceptualisation of the multiple facets of the bullwhip effect between stocking levels within and between value chains and value systems.Design/methodology/approachThe paper provides a conceptual discussion of the bullwhip effect. It is refined and re‐defined.FindingsThe bullwhip effect has usually been explored between inter‐organisational stocking levels. Recently, it has also been explored within intra‐organisational stocking levels. A broader descriptive framework is introduced, one that positions the bullwhip effect construct in intra‐ and inter‐organisational, as well as intra‐ and inter‐channel, stocking levels in and between value chains and value systems.Research limitations/implicationsA research agenda is provided that goes beyond current definitional boundaries and state‐of‐the‐art research of the bullwhip effect.Practical implicationsThe refined and re‐defined bullwhip effect is of interest to practitioners. It considers inter‐organisational and intra‐organisational stocking levels. In addition, it considers intra‐ and inter‐channel stocking levels. It is of great concern to achieve best practices in business.Originality/valueThe principal contributions are – a dynamics model of the bullwhip effect construct; a principle of stocking level variability; a typology of stocking level variability; a framework that describes different levels of analysis of the bullwhip effect; and a re‐definition of the bullwhip effect construct – within or between value chains and value systems.
A comparative study on the use of third party logistics services by Singaporean and Malaysian firms
Authors: Sadiq Sohail M. , Bhatnagar Rohit , Sohal Amrik S. 
Published: January 2007

PurposeThe aim of this research is to undertake a comparative analysis on the use of third party logistics (3PL) services by manufacturing firms in Singapore and Malaysia.Design/methodology/approachThis study is based on a questionnaire survey conducted in Singapore and Malaysia in 1998 and 2000, respectively. The paper addresses key issues relating to the extent of usage of 3PL services, specific contract logistics services used, benefits for the user firms, obstacles encountered in implementing contract logistics relationships, impact of the use of contract logistics services on logistics costs, customer satisfaction, and employees of the user firms and the future plans of current users of contract logistics services.FindingsAnalysis shows that there are similarities on the use of contract logistics services in Singapore and Malaysia. These include the proportion of firms utilising contract logistics, the extent of involvement of functional managers, budget allocation and activities outsourced. Notable differences between the two countries include the decision‐making process, and the benefits to the firms from the use of contract logistics.Research limitations/implicationsLimited sample size and the generalisation of results to all manufacturing firms in Singapore and Malaysia manufacturers ignoring possible regional differences in each context are the two limitations in this study.Originality/valueThis study identifies the scope for 3PL services in Singapore and Malaysia. With the enhanced usage of contracting logistics, the study provides 3PL services providers who are considering Asia Pacific as a potential market, a comprehensive analysis of the current situation in Singapore and Malaysia.
A re‐assessment and refinement of RECOVSAT
Authors: Boshoff Christo 
Published: January 2007

PurposeTo do an empirical assessment of the psychometric properties of an instrument that captures the multi‐dimensional nature of satisfaction with service recovery (RECOVSAT) using data (post‐recovery satisfaction ratings) from customers who have actually complained to a service firm.Design/methodology/approachThe methodology is a survey of bank clients who have lodged complaints with a retail bank.FindingsThe empirical results suggest that a refined and shorter version of RECOVSAT demonstrates excellent construct validity when used to measure the post‐recovery satisfaction of complaining customers.Research limitations/implicationsRECOVSAT is a valid and reliable instrument that can and should be used by service managers to assess customer satisfaction with their service recovery efforts. Failure to ensure that complaining customers are satisfied with the firm's service recovery efforts, can only lead to serious problems, as the service firm will be letting the customer down for the second time.Practical implicationsPractitioners or service firms can use their customer complaint database to calculate satisfaction with service recovery scores (RECOVSAT scores) for different geographical regions, for different business units or different departments, even per individual employee. These scores can even be linked to remuneration or service level agreements.Originality/valueFirst study to empirically assess the psychometric properties of an instrument that captures the multi‐dimensional nature of satisfaction with service recovery using data (post‐recovery satisfaction ratings) from customers who have actually complained to a service firm. Confirmed validity and reliability.
Beyond the friendly skies: an integrative framework for managing the air travel experience
Authors: Le Bel Jordan L. 
Published: January 2007

PurposeTo begin a merger of prior research on service quality and experience marketing and to integrate key concepts into a comprehensive managerial framework for experience marketing in the airline industry.Design/methodology/approachKey concepts and research from the service quality and recent experience marketing literatures are reviewed.FindingsThe framework accounts for the temporal unfolding of the air travel experience and provides a customer‐centric perspective of the air travel experience.Originality/valueThe proposed framework should assist aviation professionals in their efforts to engineer and manage the air travel experience.
Managing change: a barrier to TQM implementation in service industries
Authors: Huq Ziaul 
Published: January 2007

PurposeThis paper focuses on six change management issues that address quality management practices in the service sector, difficulty in taking a holistic approach to total quality management (TQM) implementation in the service environment, and the challenges of delivering organizational reform through TQM.Design/methodology/approachThe study employs a quasi‐qualitative case study methodology. Twenty service companies from health care, insurance, consulting, and banking and financial services were studied over a period of two years to assess their change management practices for implementing TQM.FindingsThe findings point to a less than total implementation of TQM in the studied companies. Among other issues, unrealistic expectations of employee commitment, absence of process focus, lack of organization around information flow, holes in education and training, and failure to create a continuous improvement culture contributed significantly towards failure. More successful companies focused on avoiding these potholes with strong leadership that emphasized strategic and tactical planning.Research limitations/implicationsBased on one successful company, the study provides a guideline for successful TQM implementation in a service setting. However, with only one successful company, it would be difficult to generalize to other companies unless future research investigates other successful companies in similar industries, similar economic environment, and market conditions.Originality/valueThe value of the paper lies in the lessons learned that when real and actual approaches to change management follow academic models and techniques of change management, the ability to develop and implement organization‐wide change progresses more smoothly.
Service improvement in a sports environment: a study of spectator attendance
Authors: Dale Barrie , van Iwaarden Jos , van der Wiele Ton , Williams Roger 
Published: January 2007

PurposeTo measure service quality perceptions among spectators of a sports event.Design/methodology/approachThis paper reports the main findings of a 290 respondent questionnaire survey carried out “live” among home spectators at a sports fixture. This methodology of distributing and collecting questionnaires to and from home spectators is novel and can be used by other researchers. Also reported in the paper are follow‐up discussions at a shopping precinct with lapsed fans.FindingsThe paper identifies the main factors that influence attendance and the initiatives to attract new or lapsed supporters. Amongst the main findings is that those spectators who make regular contributions to the club through a range of schemes and are members of its independent supporters Association rate club and players public profiles higher and perceive season tickets and ground entrance prices better value than non‐members, and are also more likely to visit the club shop to purchase merchandise.Originality/valueThis paper reports a project carried out by a supporters forum of a Rugby League Club into the means of increasing attendance at home games. There are sparse details in the literature of similar projects of its type and scale being undertaken in sports arenas. Therefore, the methodology adopted, the questionnaire details and the findings can be useful in other sports environments.
Introduction to the special issue on service innovation management
Authors: van Riel Allard C.R. 
Published: January 2007

PurposeThis paper introduces the special issue on service innovation management.Design/methodology/approachProvides a brief review of the papers within the issue.FindingsCompares and contextualizes the contributions, finding that the papers use state of the art methodologies and each furthers knowledge of service innovation management – a recently emerged academic discipline.Originality/valueThe perspectives considered represents a small sample of the diversity that exists within this area.
Linking perceived value and loyalty in location‐based mobile services
Authors: Pura Minna 
Published: January 2007

PurposeTo analyze the direct effect of perceived value dimensions (monetary, convenience, social, emotional, conditional and epistemic value) on attitudinal and behavioral components of loyalty: commitment and behavioral intentions to use location‐based mobile services.Design/methodology/approachAn online survey for users of a mobile location‐based directory service “Where is the nearest?”FindingsThe behavioral intentions were most influenced by conditional value; the context, in which the service is used, followed closely by commitment and to some extent monetary value. Commitment can be enhanced through building emotional value and conditional value by focusing on offering fun service experiences in the right context. The influence of social and epistemic value was not significant.Research limitations/implicationsFurther research is encouraged on the relative importance of the value dimensions' influence on loyalty in global markets.Practical implicationsThe minor influence of monetary value as well as the high influence of conditional value implies that the one‐dimensional value measures are not applicable in a mobile context where decisions are often made spontaneously and based on situational needs. Effective marketing strategies need to take into account the contextual use and emphasize either convenience or emotional value.Originality/valueThe paper introduces new context relevant concepts and develops a multidimensional perceived value and loyalty model. Results give practical implications on how to increase awareness of location‐based services (LBS) in a way that gives a realistic picture of how LBS create value for customers.
Introducing employee social identification to customer satisfaction research
Authors: Solnet David 
Published: January 2007

PurposeThe purpose of this paper is to address the concept of linkage research and propose the addition of social identity theory as an important consideration in managing employee‐customer interactions and customer satisfaction.Design/methodology/approachFollowing the creation of a conceptual model, this study used an employee questionnaire based on the incorporation of service climate (SERV*OR) and employee identification factors. A total of 314 individual surveys were collected from four hotels in Australia. Hierarchical regression analysis was conducted to determine the effects that demographic factors, service climate and different levels of employee identification would have on predictions of customer satisfaction.FindingsService climate factors most closely linked to customer‐centric organizational practices were the significant predictors of customer satisfaction perceptions, as was employee identification at the superordinate (company) level.Practical implicationsThe framework proposed and the findings of this study provided management with useful information about the important role of service climate and the way in which managers can capitalize on employee identification to enhance organizational practices, which can flow on to customer outcomes.Originality/valueThere is limited previous literature that attempts to incorporate social identity theory as a valuable dimension in the management of employee‐customer interaction.