Low involvement processing—a new model of brands and advertising

This article puts forward a new theory of how advertising and other brand learning is processed and stored by consumers. The theory, based on low involvement processing, discusses how advertising creates brand associations which drive intuitive brand purchase decisions. The model explains why we frequently find it difficult to demonstrate that advertising has played an effective role in strengthening brands.     

Modelling and Investigating the relationship of after sales service quality with customer satisfaction,retention and loyalty – A case study of home appliances business

After sales services (ASS) are activities that take place after the purchase of the product by customers and are devoted to supporting customers in the use and disposal of goods. ASS can create sustainable relationships with customers and contribute significantly to customer satisfaction. The purpose of this study is to evaluate the ASS quality by measuring the level of customer satisfaction (CS), customer retention (CR) and customer loyalty (CL) through the SERVQUAL dimensions comprising of ASS attributes and also to check which such ASS-based dimensions of SERVQUAL needs to be focused more on improving the quality of ASS with the consideration of firms involved in manufacturing the home appliances. For this purpose research models were proposed to examine the influence of ASS attributes on CS, CR and CL for three different products such as Gas Stove, Water Purifier and Mixer Grinder from the home appliances sector and tested by multiple regression analyses on data collected through the structured survey questionnaire, with a five-point Likert scale. The study has demonstrated the application of multiple regression analysis in studying the influence of ASS attributes on CS, CR and CL, and the results of the study have helped in analysing the performance of the case companies so as to devise suitable strategies in improving CS, CR and CL.     

Artistic intervention,intellectual capital,and service innovation: a case study of a Taiwan’s hotel

This study adopts the perspective of artistic intervention to argue that art is a catalyst. Interdisciplinary cooperation between artists and managers prompts artists to enter the corporate world, intervening in organizational routines and operations and thereby promoting service innovation. This paper, which also adopts the perspective of intellectual capital (IC), explores the characteristics of IC management through an in-depth case study of a successful art-focused Taiwanese hotel that has adopted long-term artistic intervention. The results show the importance of analyzing IC as a stock of resources. Hotel managers must emphasize the importance of managing the physical and the intangible resources, and both embedded in employees and processes of hotels. The relationship of a hotel with its external stakeholders and customers are particularly good sources for improving IC and promoting service innovation. This paper has management implications for the artistic interventions of the studied hotel and recommends future research directions.     

Global acquisition and knowledge transfer — a case study of company D

Knowledge transfer, acting through capital, technology and people, is typically accompanied by globalisation. This paper examines a case of such transfer, paying attention to some theoretical implications of the political economy of Japanese business. It looks at the corporate culture, production systems and industrial relations of a British firm (herein ‘D’) which was taken over by a Japanese textile trading company (S), and in particular at the change from a line system to a flexible group system in production, representing a paradigmatic change from Fordism. Under Japanese ownership, managerial control increased, though without degrading working conditions; how far this ‘miracle’ will go remains to be seen. This paper thus examines the dialectical process of capitalist knowledge transfer, suggesting that it will provide opportunities for innovation in management, but within the strictures of capitalist development.     

The rise and fall of a National Safety Promotion Programme – The case of Sweden

In 1982, when Sweden got a new Health Service Act, the health sector was given a new role – to collect, analyse and actively disseminate the knowledge it gained. A National Safety Promotion Programme was build up by the National Board for Health and Welfare, and a National Inter-sector Cooperation Group and medical advisory board were established. In 1992, the programme was transferred to the National Institute of Public Health. Later the Institute was given a new role and therefore the programme was relocated to the Swedish Rescue Service Agency. In some aspects we can see a parallel with the paradigm that was behind the Civil Protection Act 2003 and the Health Service Act 1982. It was a logic consequence to move the national programme to the rescue service sector. Within the National Rescue Service Agency the programme ended up in the line organisation, which lacked a cross-sector work orientation. The programme was closed down. In the article the reason for the decisions is described and also the background and the possibilities for the programme to act in different national boards as well as the preconditions for an inter-sector group.     

Business process innovation in the supply chain – a case study of implementing vendor managed inventory

A growing number of international companies operate in a standard business systems environment. This suggests that standard business system solutions, e.g. from SAP R/3, might be adopted rather than introducing new problem specific systems solutions for new business requirements. This could be a cost efficient alternative in a situation when supply chain sophistication and integration demands from customers are increasing. In the Nordic countries vendor managed inventory (VMI) is an example of a new way of doing business that can give pioneers a competitive edge. The vendor in this case is the first supplier to go into a full-scale VMI relationship with the wholesaler – and has, through this, substantially reduced delivery costs to the retail trade. The case VMI implementation demonstrates that it is possible to arrive at a simple but efficient solution in a standard systems environment. The case shows how VMI can be implemented in a SAP R/3 environment based on the EDIFACT inventory report.     

Analyses of non-fatal accidents in an opencast mine by logistic regression model – a case study

Accidents cause major damage for both workers and enterprises in the mining industry. To reduce the number of occupational accidents, these incidents should be properly registered and carefully analysed. This study efficiently examines the Aegean Lignite Enterprise (ELI) of Turkish Coal Enterprises (TKI) in Soma between 2006 and 2011, and opencast coal mine occupational accident records were used for statistical analyses. A total of 231 occupational accidents were analysed for this study. The accident records were categorized into seven groups: area, reason, occupation, part of body, age, shift hour and lost days. The SPSS package program was used in this study for logistic regression analyses, which predicted the probability of accidents resulting in greater or less than 3 lost workdays for non-fatal injuries. Social facilities-area of surface installations, workshops and opencast mining areas are the areas with the highest probability for accidents with greater than 3 lost workdays for non-fatal injuries, while the reasons with the highest probability for these types of accidents are transporting and manual handling. Additionally, the model was tested for such reported accidents that occurred in 2012 for the ELI in Soma and estimated the probability of exposure to accidents with lost workdays correctly by 70%.     

Fairness quality: a conceptual model and multiple-item scale for assessing firms’ fairness – an exploratory study

Abstract

Scholars suggest that fairness is a precursor to ethical firm behaviour. Existing research suggests that (1) commonly used single-item fairness measures lack reliability and validity, and (2) single-item scales do not contribute to understanding fairness as a multidimensional concept. Using the means-end framework, we develop a measure of fairness quality (FQ) of service experience. We conceptualise, construct, refine and test the FQ scale over multiple stages of data collection. Using the soft-laddering interviewing technique, we initially explore FQ attributes. Subsequently, we design and conduct two surveys to test the FQ measure. The final scale contains 18 items in four dimensions: transparency, associations, moderations and process. The FQ scale demonstrates good psychometric properties, passing all reliability and validity tests. The scale extends existing research on fairness and provides a new conceptualisation of FQ. Marketers are encouraged to manage their FQ systematically to stimulate social and ethical behaviour. We present theoretical and managerial implications, with future research directions.     

Exploring store format development and its influence on store image and store clientele – the case of IKEA’s development of an inner-city store format

Abstract

A changed technological landscape and radically changed consumer behavior are forcing retailers to rethink their business models, retail formats, and retail offerings. The global retailer IKEA is no exception in this development. Recently, the traditional IKEA format, which has been so successfully duplicated across the world over the years, has been complemented with other formats that are new and innovative for IKEA. Based on an empirical investigation of consumer perceptions of the store format development in Hamburg-Altona, Germany, the present study explores format development and its influence on store image and clientele, considering also the purpose of visiting IKEA and how this seems to have changed with the introduction of the new format. We also discuss the core aspects of the IKEA formats, and the fact that although some things have changed, others have stayed the same to preserve the IKEA image.     

Weber’s Protestant Work Ethic: a case study of Scottish entrepreneurs,the Coats Family of Paisley

This study examines the potential of Weber’s Protestant Work Ethic (PWE) to illustrate the growth, development and business philosophy of J & P Coats, a thread manufacturer from Paisley. The company grew from humble beginnings in 1826 to dominate the world thread market in a comparatively short period of time. The article will begin with a synopsis of the key arguments from the PWE, before moving to a summary of many of the debates, both past and recent, which have been put forward both for and against Weber’s work. The review of this body of work will highlight the continued relevance of Weber’s thesis. The brief history of the J & P Coats firm, and the main family members involved in its rise and progress will be provided, which will then provide a background against which Weber’s theories can be examined. Finally, the article will conclude that Weber’s thesis provides a rationale for understanding the development of the company, and the behaviour of its owners, which will in turn offer more contemporary validation of Weber’s theories.     

Innovation as a determinant of suppliers’ roles and performances: an empirical study in the food machinery industry

The basic premise of this study is that suppliers, in order to compete successfully in the marketplace, have to develop certain innovative capabilities that, in turn, depend on the type of relationship that is established with customers (in other words, the strategic role assumed by the supplier in the supply chain). Based on a study of 198 suppliers operating in the food packaging machinery industry, structural equation modelling has revealed that customers actually assign suppliers different roles and give them varying levels of responsibility in the product development and manufacturing stages. These roles are correlated to the supplier's distinctive innovation capabilities. Clustering analysis is used to divide the suppliers into homogeneous groups. Innovative capabilities are not only associated with traditional competencies in R&D and product/process innovation but also in supportive capabilities in the form of absorptive capacity, technological scanning, innovation-oriented culture, skills and know-how of individuals and managerial practices. The impact of different innovative capabilities (both technological and managerial) on critical performance factors such as price, quality, time and flexibility is measured for each type of supplier in turn. The research findings lend support to the hypothesis that the level of investment in technology and the acquisition of specific managerial capabilities are, to a large extent, a determinant of supplier–customer interdependence.     

Does strategic involvement of mental health service users and carers in the planning,design and commissioning of mental health services lead to better outcomes?

There is an assumption, explicit in the current government policy, that involvement of mental health service users and carers in the planning, design and commissioning of mental health services will lead to better outcomes. The aim of this study was to examine evidence from board‐level participation of service users and carers that might support this assumption. A thematic analysis of documents generated by a strategic Lancashire Mental Health and Social Care Partnership during 2007 was undertaken. Themes for the analysis were generated from priorities identified from a postal survey of mental health services users from across Lancashire. The findings indicate that whilst service user and carer involvement is a high priority, the Lancashire Partnership spent most of its time discussing process and actions. Where service user involvement resulted in better outcomes, these improved outcomes were limited to the individual service users involved, rather than better outcomes for all service users. Whilst the membership of mental health service users and carers on the Lancashire Partnership Board presents a visible commitment from senior officers and may confer greater legitimacy to the decisions made by the Lancashire Partnership, service users and carers do not appear to play the desired instrumental role. Rather, their presence may be largely symbolic. This sends out the message across the health and social care system that partnership with service users and carers and their empowerment is important and has the potential to evolve further.     

The mediating role of communication satisfaction in relational demography – a study in Macao,SAR context

Challenges in the global market and sensitive cross-Straits relations negatively influence Taiwanese industries. Continuous learning is the way to respond to the challenges posed by the rise of China in the world economy. Learning is the process by which knowledge is refreshed. A learning organization is a more competitive organization. Many researchers have discussed the relationship between organizational learning and business performance, but few of them have explored the issue in practice. This article provides a more thorough assessment of the link between organizational learning and organizational performance for industry comparisons. It also aims to determine the status of Taiwan's industries with regard to organizational learning. The findings of the study demonstrate that applying organizational learning influences corporate performance; however, only high-tech and financial firms have consistently applied the organizational learning concept throughout their organizations. Our investigation may offer new insights into organizational learning, and enable leaders and scholars alike to develop strategies to enhance competitiveness.     

Increasing a brand’s competitive clout: the role of market share,consumer preference,and price sensitivity

The market power (or ‘competitive clout’) of a brand is an increasingly important component of modern marketing strategies. However, the factors that enhance a brand’s competitive clout (BCC) are poorly understood. This study therefore suggests an integrated model of BCC and three factors that are proposed to play a role in its formation: (i) consumer price sensitivity; (ii) brand market share; and (iii) consumer brand preferences. These variables are examined both individually and simultaneously to demonstrate the direct effect of each on BCC and how their inter-relationships contribute to BCC. In doing so, a two-step empirical analysis is conducted. First, two multinomial logit models provide an own- and a cross-price response matrix for a chosen set of competitive brands. Secondly, BCC is regressed against the variables of market share, intrinsic preferences, and price sensitivity using an interaction effects regression model. The results of the analysis show that market share is not the only way to increase BCC; in particular, consumer preferences, and especially pricing decisions, are shown to play a key role in developing a strong brand.     

Technology,labour and the rise of a financial newspaper – the early years of Dagens Industri

The financial newspaper, Dagens Industri, published by the Swedish media conglomerate the Bonnier Group, was not only the first successful financial newspaper in Sweden but also one of few newspapers that managed to internationalise. In this paper, it is argued that the survival and success of Dagens Industri could be attributed to the production model that the paper was made to adopt in order to cope with the special technological and labour market-related circumstances that were present at the time of its creation. This includes the outsourcing of composition and printing, something that allowed the paper to stay out of the labour conflicts that rocked the media industry at the time. It is also shown that, because of the differences in the structure of the labour movement, the challenges met, and the solutions used by the Bonnier Group, differed significantly from those of American newspaper companies.     

Skilling marginalised or skills eco-system,precarious workers and higher education—A case study of Roma in Liverpool,UK

This qualitative case study explores the Human Resource Development (HRD) interventions utilised in respect of local eco-skills with one marginalised group, the Roma, in the City of Liverpool, UK, and responds to HRD research calls into the cause of cycles of inequality. The case study illustrates the challenges experienced by precarious workers in accessing education and training. Further, it shares the interventions taken to address inequalities that a Higher EducationUK University and a local Non-Government Organisation took between 2016 and 2019. Roma is among the UK and Europe's most disadvantaged and marginalised groups. Working in partnership, utilising Community-Based Participatory Research, we developed three HRD interventions: stakeholder groups (adult and young Roma), motivational interviewing and employability/education events. The findings unpack an understudied experience and context: the need for more attention to developing skills at a local level for marginalised precarious workers. We found that aspiration grew through focused community support and a partnership approach, and educational opportunities emerged, albeit at a relatively slow pace. This paper ends with a call for action for more HRD educators to work with those at the margins of society.     

Chandlerian image or mirror image? managerial and accounting control in the chemical industry: the case of Albright & Wilson,c.1892 to c.1923

Using archival evidence relating to Albright & Wilson (A&W), this article challenges the validity of Chandler's view, based mainly on the study of secondary sources, that personal capitalism retarded the development of more advanced forms of managerial organisation in Britain in the late nineteenth and early twentieth centuries. While Chandler has criticised A&W for abrogating control of its North American subsidiaries to American managers, the archival evidence reveals an effective control mechanism based around an accounting information system in which there is evidence of the use of standards for purposes of monitoring and control, and a recognition of the relevance of marginal costs for purposes of decision making. The article also throws light on the relationship between family ownership, firm size, strategy, investment and innovation.     

Investigating the impact of social media images’ value,consumer engagement,and involvement on eWOM of a tourism destination: A transmittal mediation approach

Tourism organizations use social media to promote their destinations and attract new customers. However, there is a challenge in how tourism organizations can choose or create social media images to successfully attract consumers' attention, induce their engagement with the destination, and motivate their eWOM behavior. This study aims to identify and test the direct and indirect factors related to social media images of tourism destinations that could predict eWOM. Using the Stimulus-Organism-Response (S–O-R) as an umbrella framework, we integrated Ducoffe's model and the Elaboration Likelihood Model (ELM), to study the role of social media destination images' features (entertainment, informativeness, irritation, credibility, personalization, and incentives) on consumer's perceived value and eWOM through consumer engagement and involvement. Using a survey research method, we collected data from 307 individuals and tested the proposed structural model using the PLS-SEM-based transmittal mediation approach. The findings supported the proposed relationships providing valuable theoretical and practical implications.     

Relative convenience,relative advantage,perceived security,perceived privacy,and continuous use intention of China’s WeChat Pay: A mixed-method two-phase design study

Using a mixed-method two-phase design approach, this study explores the relative convenience, relative advantages, perceived privacy, and perceived security of WeChat Pay, as perceived by foreign users living in China and their intention to keep using this mobile wallet. This study also examines how Relative Convenience, Relative Advantage, Perceived Privacy, and Perceived Security of WeChat Pay influence Continuous Use Intention of this mobile wallet among foreign users. Results from a qualitative investigation (N = 70 responses) and quantitative investigation (N = 472) indicate that WeChat Pay is relatively more convenient and advantageous and also offers relatively more security and privacy protection compared to the traditional payment methods. The results also show that Relative Convenience, Relative Advantages, Perceived Privacy, and Perceived Security influence positively Continuous Use Intention of WeChat Pay among foreign users living in China. Based on these findings, theoretical and managerial contributions and the limitations of this study are discussed and also suggestions for future research are provided.