Service Quality Measurement and Triadic Interaction

Abstract

The authors recognise the importance of the service quality encounter and the critical roles played by three direct stakeholders: customers, front-line staff and operational managers, in the assessment of restaurant service quality. The paper therefore argues the merits of adopting a triadic perspective on restaurant service quality assessment and presents the details of a comparative analysis of stakeholder perceptions of service quality performance that was undertaken in three full-service restaurants in Manchester, U.K. The results showed that service providers tended to overrate the quality of service in full-service restaurants, if customer perceptions are used as the standard of comparison. Managers' ratings showed the least convergence with those of customers whilst there was a high degree of convergence between the perceptions of front-line service providers and customers on many of the dimensions. With the exception of the tangible dimension, there were statistically significant differences in service quality performance between the perceptions of stakeholders. Overall, the results have highlighted areas of particular concern and priority which require more in-depth research with qualitative methods; they therefore support the adoption of a triadic perspective in the assessment of restaurant service quality performance.     

Redefining Local Government Roles In Public Services

County officials in the seven-county metropolitan area of the State of Minnesota's Twin Cities of Minneapolis and St Paul were seeking to redefine county roles in service delivery. This article reports on a process model that was piloted on two services. The model was commissioned by officials; was based upon and informed by literature and comparative experience; began with an examination of functions performed; involved participants in focusing the study; was context-focused; and involved local stakeholders in projecting the implications of alternative county roles. These characteristics complicated the research management process because the process took more time, involved more actors, and required more coordination than traditional research. However, having stakeholders identify alternatives and bring factual material to the process was critical to the success of the model and including the comparative and contextual research both strengthened the policy conclusions and improved the probability of their adoption and implementation. A case of a Minnesota county that followed the model in an effort to reform water governance within the county illustrated adoption of the approach. The stakeholder analysis process was previously applied in Africa, China and Southeast Asia and the model should be applicable to a wide range of settings and problems.     

平衡的可持续发展战略

文章从可持续发展的定义入手，通过澄清两种常见的误解，明确了可持续发展要求平衡的三种关系，并通过对私人部门的外部性分析和对建立在竞争基础上的技术变革的分析，表明若要推行平衡的可持续发展战略，仅依靠贫困国家或地区的私人部门的努力是难以达到的，可以借助的外力有政府的力量和国外的力量。     

Investor Relations （IR） in Business Communication on the Example of Poland

This paper focuses on investor relations （IR） as an element of companies＇ communication with the external environment. It shows the place and role of IR in communication with the general market, and the stock exchange market in particular. The study is illustrated with an example of IR in Poland, a relatively new European Union （EU） member state and an emerging market. As can be seen, IR goes beyond the traditionally understood maintenance of communication with the capital market. It is also shown that the main role of IR ought to be the reduction of investment risk and enhancement of the companies＇ value, which is of particular significance in light of the current globalization of capital markets. It has been found that Polish companies, especially those listed on the Warsaw Securities Exchange （WSE）, commonly rely on IR as a means of communication with the environment. And yet, as the results of the analysis show, the quality of that communication is still far from satisfactory, despite efforts undertaken by various external entities to encourage more focus on the development of IR, or understanding of the company＇s relevant staff of its important role.     

An Exploratory Framework for Analysing International Retail Learning

It is argued that international retail research has overlooked an essential component of the retail internationalization process, notably learning. This paper proposes an exploratory framework that enables the application of learning theory to the study of international retailing. The paper provides a meaningful starting point for developing an overarching framework which would represent one sort of re-conceptualization of the retail internationalization process, and arguably a new perspective for reinterpreting, re-evaluating and refining the existing literature on international retailing. Alongside this exploratory framework, we present a series of research propositions that might serve as an agenda for research into international retail learning. The paper concludes with a summary of the key themes and ways in which the area of international retail learning may be investigated.     

Stakeholder-Sensitive Business Ethics Teaching

Well-established, well-intended and well-designed business ethics teaching can still have little effect. This is not surprising, as long as business ethics does not undertake a business-school-wide dialogue about goals and obstacles, not least as an example of stakeholder participation. The article elaborates such views in a systematic fashion and formulates a list of thirteen premises and nine recommendations in thesis format.     

Conference Reports

Governments at all levels have assumed greater responsibility for, and involvement in, tourism destination planning and development. In the post-Brundtland era local governments in particular have been under closer scrutiny for their role in driving the sustainable development agenda in tourism destination contexts. Yet, a notable research gap still exists despite the increased focus on local government, particularly in terms of empirical research investigating the roles and responsibilities of local government in addressing sustainable tourism development. Given this context, this paper explores the role of local government in facilitating, or indeed inhibiting, sustainable development objectives in a tourism destination context. To assess this issue, it uses in-depth interviews with local government representatives and key destination stakeholders from five local government areas in Queensland, Australia. It shows that local government had assumed responsibility for facilitating the sustainable tourism agenda, due to the absence of strong industry leadership and due to top-down directives from state and federal governments. However, power struggles, tokenistic public participation and the strong influence of the local government authority in local governance structures were found to be inhibitors to sustainable tourism development.     

从利益相关者视角解读企业社会责任

在大力倡导构建和谐社会的今天,企业社会责任问题受到广泛的关注.本文尝试用利益相关者理论来回答企业社会责任观,认为企业社会责任就是企业对其利益相关者承担责任,即要关注并维护企业的利益相关者的利益,企业通过设立"利益相关者委员会"可以有效的解决决策信息不对称的问题,从而督促企业更好的承担社会责任,企业社会责任作为积极的信号传递给企业的利益相关者,可以有效的降低企业的费用,促进企业更好的发展.     

Examining the process of performance measurement system design and implementation in two Italian public service organizations

In the last two decades, the adoption of new public management (NPM) practices in the public sector has increased as public sector organizations seek to improve efficiency, effectiveness and public accountability. We present case study findings of a NPM initiative to implement balanced scorecard (BSC) performance measurement systems in two Italian public sector organizations. This study considers the question of whether the BSC development process can be effectively translated into the public sector context. Our findings highlight the importance of aligning the development of performance management systems with a greater understanding of the internal and external environment of public sector organizations. Our results further emphasize the significant role of emergent stakeholders and management culture for the success of NPM performance management initiatives.     

会计规则制定权契约的合理安排——基于利益相关者视角

不同利益相关者对不同层面的企业会计规则制定权契约具有不同的参与特征,这些特征对企业会计规则制定权契约安排产生不同影响。有效的企业会计规则制定权契约安排应当以利益相关者价值最大化为目标,并设计有效机制,确保不同利益相关者对会计规则制定权的恰当行使。