Improving Service Quality in Person-to-Person Encounters: Integrating Findings from a Multi-disciplinary Review

Although the core of most services is a person-to-person encounter, we still know very little about its underlying mechanisms as very few models or theories have been developed for these dynamic interactions between persons. An holistic approach to quality improvement is therefore suggested. Different prototypical person-to-person encounters may be studied on different levels and interfaces in service operations to eliminate inconsistencies. The aim of this contribution is to review some recent research findings for person-to-person encounters from the neighbouring management fields of services, operations and human resources in order to draw together their strategic implications for service managers. Some ontological and methodological considerations of studying person-to-person encounters from a qualitative perspective are discussed. The outline of a multi-disciplinary and learning-centred research approach is also suggested. Findings are integrated by a model of four generic and strategic processes for quality improvement in service operations. Finally, some implications for managers are proposed.     

Evaluating environmental and social performance of large Portuguese companies: a balanced scorecard approach

A thematic balanced scorecard format was used to address environmental and social performance evaluation of 13 large companies operating in Portugal. Financial aspects of environmental and social company activities are also included. Companies were categorized as to their actual performance status using a predefined performance framework. Three categories were found: compliance with the law while emphasizing pollution control, pollution prevention and eco‐efficiency. Management tools and procedural matters were found to be most relevant for categorization. Often, reported information did not allow for quantitative evaluation of environmental burden reduction. Use of the thematic balanced scorecard format was useful to better understand the strengths and weaknesses of links between objectives and measurements, initiatives and achievements. Improvement as to environmental performance was found to be paralleled by increased social performance, suggesting that a multi‐level ‘sustainability’ performance categorization of these Portuguese companies is feasible. Driving forces for environmental management initiatives were found to differ by category of performance. Copyright © 2005 John Wiley & Sons, Ltd and ERP Environment.     

Job security regulations and the dynamic demand for industrial labor in India and Zimbabwe

Government permission is required to dismiss or lay off even a single worker in India and Zimbabwe. Dynamic labor demand equations, derived from a CES cost minimization model, are estimated for 64 manufacturing industries in these two countries. The data reveal a substantial reduction in demand for workers but no slowing in adjustment of number of employees following enactment of the labor laws. In India, no comparable reduction in labor demand occurred in small scale plants uncovered by the job security regulations. Among larger Indian plants, the drop in labor demand is estimated to be largest in industries where: coverage of the legislation is more extensive, private ownership dominates, and there are fewer union members.     

Significant developments and emerging issues in human resource management

A review of over 100 papers concerned with human resource management (HRM) in five leading hospitality journals during 2002 and 2003, finds that the research agenda mirrors what is seen in mainstream HR research and theory, focusing around general HRM, employee resourcing, employee development and employee relations. Given that some mainstream HR academics have ‘highjacked’ topics such as emotional labour, emotional intelligence and HRM in service work as new and innovative, hospitality researchers need to reclaim their territory, push forward the boundaries of theory making and propose theory that is hospitality specific, relevant and useful.     

The adaptation of hospitality and retail firms to the NMW: a focus on the impact of age‐related clauses

A lower national minimum wage for 18‐ to 21‐year‐olds and the exclusion of all workers under 18 prompted fears of a distortion in the British labour market and an undermining of training initiatives. Empirical data collected from employers in two low paying sectors, revealing the full utilisation of young workers and under‐utilisation of training initiatives, ensure these fears are not justified and that the government's basis for the lower rate cannot be substantiated.     

Optimal growth with many consumers

A method is described for constructing all Pareto-optimal allocations for a dynamic economy with many heterogeneous consumers, under certainty, in which both the technology and consumer preferences are recursive but preferences need not be additively separable over time. Optimal (perfect foresight competitive equilibrium) allocations are obtained through the study of a dynamic program. For an economy with one consumption good, sufficient conditions are given for the existence of a unique interior stationary distribution of consumption and wealth. For a two-person exchange economy, sufficient conditions are given for the global asymptotic stability of the unique interior stationary point.     

Customer complaint situations: An equity theory perspective

The purpose of the study was to determine the effects of equity and outcomes in customer complaint situations. The study utilized a 2 × 2 within-subjects design with equity (inequity, equity) and outcomes (low, high) as the independent variables. The dependent variables were perceived equity, behavioral intentions, resentment, and guilt. Subjects were 128 students from a large western university. It was hypothesized that high outcome situations would be perceived as more equitable than low outcome situations, regardless of equity condition; high outcome situations would yield more favorable behavioral intentions, regardless of equity condition; subjects would perceive more resentment in inequitable, low outcome situations; subjects would perceive more guilt in inequitable, high outcome situations. Hypotheses 1, 2, and 3 were supported. Hypothesis 4 was not supported. Implications for customer complaint handling practices were discussed. © 1995 John Wiley & Sons, Inc.