Dimensions of customer orientation: An empirical investigation of the UK financial services sector

The UK financial services industry has experienced a number of sharp discontinuities in its marketing environment in recent years. These have ranged from changing demand patterns to wholesale deregulation and market liberalization. International competition and new entrants exploiting technological innovations have also added to the turbulence in what has been a traditionally parochial and stable sector. Under these conditions, it is to be expected that companies would develop a much sharper customer focus and, if they are to survive and prosper, that they would adopt the core principles of the marketing concept. In this paper, the findings of research which tests this assumption amongst merchant banks, retail banks, insurance companies and building societies are presented. Conclusions are drawn which indicate that there is a growing awareness of the need for a marketing orientation and that some sectors appear to be more customer‐orientated than others at this point in time. Despite this, there is also evidence that in some sectors marketing myopia may be masquerading as marketing orientation and that much work needs to be done to more fully realize the ideals of the marketing concept.     

An outsourcing framework: action research in the heavy industry sector

Recent literature suggests that outsourcing, properly understood and managed as an integral part of strategy, can aid competitiveness. This paper examines the process of outsourcing manufacturing to understand its role in the new strategic agenda. A system model which indicates the critical workflow interfaces between the production system and internal support functions is proposed. The model helps determine the cross-functional interdependencies of the outsourcing process. A four-phase model of strategic outsourcing is then developed. The model serves both as an internal management tool and as an external marketing tool. This leads to synthesis of a practical framework that links six generic phases of outsourcing to strategic planning. The framework includes key activities with built-in performance measures and expected output for each of the phases. The research methodology combines theory study with case study and action research in Aalborg Industries, which operates in the heavy industry. Hence, the research pursues both academic and industrial application.     

Hotel management contract: impact on performance in the Korean hotel sector

This study investigates the influence of hotel management contract on the performance of super-deluxe hotels in Korea and identifies how the 1996–1997 tourism recessions affected the relationship between management contract and the performance of the hotels. The Mann–Whitney U test, stepwise logistic regression, and multivariate analysis of variance statistical analyses indicate that management contract is positively related to the performance of the hotels, and the 1996–1997 tourism recessions caused the management contract–performance link to vary. From the industry application perspective, this study provides hotel owners with empirical information relating to: (1) a means to assess the performance of hotels under management contract and (2) a decision rule to apply an appropriately matched operating arrangement to an environmental state for maximum performance. The results obtained present an invaluable analysis tool for all owners involved in charting a hotel's future.     

Critical success factors in relationship management for services outsourcing

This study examines the relationship between outsourcing motives, supplier–customer relationship and perceived customer value in non-core services outsourcing. 1,757 companies were randomly selected. 234 valid questionnaires were returned (13.4 % response rate). The structural equation method was used to obtain the best fit model. The most significant contribution of this study is that ‘relationship interaction’ (communication, cooperation, coordination, collaboration, conflict resolution and integration activities) has a greater impact on customer perceived value than ‘relationship quality’ (loyalty and trust) in services outsourcing. The perceived customer value is reflected in improved services quality, reliability and agility rather than the expected cost savings.     

The perception of tourism in coffee-producing equatorial countries: An empirical analysis

Some scholars have emphasized the importance of food tourism in mature and certain emergent economies for growing consumption-related products (e.g., wine, beer, rice, and tea) and attempts have been made to study tourism levers and threats in developing economies. However, to the best of our knowledge, little research has been conducted on the potential development of tourism activities centered on coffee producers and their farms in equatorial countries to determine whether a coffee tourism market is developing in these locales and if this could enhance these countries’ brand perceptions. Thus, this study explores the antecedents of the perceptions, potentialities, attitudes, and behavior of tourists specifically with regard to coffee tourism and coffee cultivation visits. To achieve our goal, we employ a quantitative method involving a survey of potential tourists. Our findings indicate that while the effects of gender and age on the perceptions of coffee cultivation visits are not significant, the effects of coffee consumption and travel in coffee-producing countries are positive and significant. These findings help us draw some relevant theoretical and managerial implications.     

The search for external strategic information: An examination of Nigerian executives

This study examines how executives of manufacturing firms in Nigeria obtain information needed for the operation of their firms. The results of this study show that Nigerian executives collect information from economic and political/legal sources in contrast to U.S. managers who rely on customer/market information. The results also indicate that Nigerian executives use internal sources, both personal and impersonal, more frequently than external sources. Their U.S. counterparts, however, have a preference for external and personal sources of information. The correlation between scanning frequency and performance was not significant for the Nigerian sample. The findings indicate that international executives preparing to operate in Nigeria, or possibly other developing countries, should anticipate difficulties in obtaining information necessary for their business and should seek creative means to obtain such information. © 1995 John Wiley & Sons, Inc.     

The effectiveness of strategic planning: competitiveness in the Brazilian supermarket sector

This paper considers the relative impact of management strategic planning practices and economic changes on company performance. The paper focuses on the Brazilian supermarket sector during the period 1988–1999. This was a period marked by significant changes in economic and competitive conditions. Using sales figures as indicators of company performance, ANOVA tests were applied. The results derived suggest that variables representing changes in economic conditions and strategic planning were both statistically significant when they were used to explain performance differences among Brazilian supermarket operations. Differences in company management practices were found to play a more important role than changes in the environment. However, the results clearly suggest that management by itself was unable to take advantage of the upward and downward movements in the economy to modify the relative competitive positions of companies operating within the market. This finding challenges the existing literature on strategic planning.     

The ties that bind us: examining relationship marketing orientation and its impact on firm performance in the information systems outsourcing services sector

The objective of this study is to analyze the adoption of a relationship marketing orientation (RMO) by firms in the information systems (IS) outsourcing service sector. The study frames RMO as a hierarchical, reflective construct which models seven dimensions including bonding, communication, empathy, harmonious conflict resolution, shared value, trust, and reciprocity. A sample of 114 senior executives from firms in the IS outsourcing industry in Hong Kong were obtained from a survey. Empirical analysis via structural equation modeling confirms the hierarchical, seven construct reflective structure of the RMO model, and the high levels of a firms’ RMO lead to a direct positive impact on firm performance outcomes. The findings provide valuable managerial insights for measuring and managing an RMO in the IS outsourcing sector, and professional services generally. Both theoretical and practical implications are discussed along with future research directions of the study.     

Implementation of yield management practices in service organisations: empirical findings from a major hotel group

This article presents findings on the development and implementation of a centralised yield management project by an international hotel group in its over 160 hotel units. Data were collected over two years from the participant hotel group's three management levels through semi-structured interviews, observations and document analysis. The research findings reveal that developing and implementing a centralised yield management project is contextually a very complex and challenging task. Major problems and difficulties appear to have originated from the participant company's organisational structure and culture. In addition, a high labour turnover, poor HRM practices, ongoing developments and changes across the company seem to have had an impact on the implementation of yield practices. The existing literature on yield management seems to view yield implementation as a tactical activity and therefore fails to explain the strategic implications of deploying yield practices in service organisations. The overall recommendation of this article are that scholars and practitioners working in this area should view yield implementation more from the perspectives of strategic management and change management fields.     

江苏服务外包战略选择:基于钻石理论视角的分析

发展服务外包已成为现代服务业的一个重要内容,已成为江苏当前优化产业结构、转变经济增长方式的一个重要内容。本文从江苏服务外包现状及问题出发,基于钻石理论视角剖析其自身优势及其与上海的比较分析,探讨了江苏服务外包的未来战略选择。     

Dimensions of behavior and proactive improvement in hotel outsourcing relationships: the role of justice

Service Business - This study shows the role of justice as a success factor in hotel outsourcing relationships. More specifically, it investigates the associations between two different dimensions...     

The implementation of a quality management system based on the Q tourist quality standard. The case of hotel sector

The Q Tourist Quality Standard is proving to be highly successful not only in Spain but also in several other countries across the European Union. The Q Certificate lays the ground for companies to build competitive differences not because they have obtained a certificate but because the groundwork the certificate implies means that they are capable of defining a quality management and control system which can achieve cost and differentiation advantages. The purpose of this article is to analyse the case of the Majestic Hotel in order to illustrate that the process must be implemented correctly if it is to create these advantages. The main results of the study show that, after an initial successful period, the project had to be shelved. The main cause of failure was the lack of involvement and commitment on the part of management. This led to inflexibility among the members of the organisation when it came to accepting change, a lack of training in quality and to a perception that a quality system was simply more “paperwork”.     

Strategic groups and performance in the Spanish hotel sector

This study uses the strategic group theory to identify business strategies and competitive advantages implemented by Spanish hotels, which are grouped together according to three variables (size, chain affiliation, and category) and the degree of development of the different business strategies. An analysis carried out with the aim of checking the potential existence of significant differences in performance among the strategic groups revealed that the highest performance levels are achieved by larger-sized, chain-affiliated, and higher-category hotels as well as by establishments which base their competitive advantage on category and capacity or size and internal management.     

The value of household life cycle variables in consumer expenditure research: An empirical examination

We examine why studies reach contradictory conclusions concerning the value of the household life cycle model as a predictive tool in consumer expenditure research. Using a database of roughly 14,000 Canadian households, we find that household life cycle variables do not generally enhance prediction over a more parsimonious model containing a basic set of socioeconomic and demographic variables, even when comparing less aggregated to more aggregated expenditure categories. However, they do enhance prediction for categories that are defined such that the typical users of the category fall into a fairly narrow age range. The theoretical and applied significance of our findings are discussed and directions for future research are offered. Copyright © 2007 ASAC. Published by John Wiley & Sons, Ltd.     

Relatedness of decisions in business services outsourcing

The literature of service outsourcing is mainly focused on case studies or specific service activities. However, there is no evidence about the pattern of relatedness among outsourcing of services. This paper analyses this issue by a relatedness index previously applied in the framework of product and technological diversification. The index is applied to analyse the degree of relatedness for outsourcing decisions among an array of fourteen services in a large data set of Spanish manufacturers in 1990–2006, detecting four time-constant clusters. An econometric analysis tests the alternative explanations about this pattern of joint decisions, based on shared knowledge and on workers' expertise.