Developing a quality prioritization procedure for IPTV service

This study developed a procedure to determine the quality priorities of the internet protocol television (IPTV) service. First, a set of key elements of IPTV service quality was developed based on a literature review and a focus group interview. Second, analytic hierarchy process and the Kano model were applied to identify the requirements of experts and customers, respectively. The experts measured the importance and difficulty of management, whereas the customers measured the satisfaction level and importance of each quality element. Third, quality priorities were calculated through the entropy principle and scenario-based analysis. The proposed procedure is illustrated with a case study of a telecommunications company in Korea.     

High‐performance work systems and workplace performance in small,medium‐sized and large firms

This article draws on the Organisational Growth and Development (OGD) life cycle model to explore the relationship between high‐performance work systems (HPWS) and performance in firms of different size, thereby extending understanding of congruence or ‘best fit’ theory within strategic HRM debates. With reference to management control theory, economies of scale and the availability of specialist managerial skills, the article hypothesises that while an HPWS–performance relationship might exist in small, medium‐sized and large firms, the relationship will be stronger in large firms than in both small and medium‐sized firms, and stronger in medium‐sized firms than in small firms. Analysis of data from the British Workplace Employment Relations Survey demonstrates, however, that there is no association between HPWS and workplace performance in medium‐sized firms, in contrast to the positive relationship between HPWS and performance found in large firms and between HPWS and labour productivity in small firms.     

How knowledge flow affects Korean ICT manufacturing firm performance: a focus on open innovation strategy

The paper presents an integrated viewpoint of technological innovation strategy by considering both the firm and industry levels. Further, we provide a new open innovation framework by adopting a knowledge flow perspective using patent citation information. Finally, we consider a firm’s outbound open innovation performance using cites per patent information together with financial performance to look at both the practical and the potential effects of technological innovation strategy. Through these analyses, this study examines determinants of open technology innovation activity in the information and communication technology manufacturing industry in Korea and draws managerial and policy implications for effective industry promotion and improvement of technology innovation capability.     

Loyalty toward online food delivery service: the role of e-service quality and food quality

This study assesses the direct influence of food quality and e-service quality on customer loyalty toward online food delivery (OFD) service and its indirect influence through the mediation of customer satisfaction and perceived value. This study uses a survey of 405 OFD service customers from Bandung, Indonesia. By applying variance-based partial least squares to evaluate the proposed model, this study confirms the direct effect of food quality on online loyalty, but not e-service quality. Further, this study discloses the partial mediation role of customer satisfaction and perceived value on the relationship between both food quality and e-service quality on online loyalty toward OFD services.     

The Importance of an Innovative Product Design on Customer Behavior: Development and Validation of a Scale

The importance of innovative product design (IPD) has increased in recent years because customers' decision‐making factors have changed from product price to product design. However, a definition and measurement of IPD have not been developed adequately. Building on the customer perspective, this study defines IPD and develops its standard measurement with three product design attributes: aesthetics, features, and ergonomics. Results of the empirical test indicate strong evidence for the reliability and validity of the measurement. Overall, this study shows that our measurement captures unique customer perceptions on product innovativeness from the product design. Additionally, theoretical and practical implications are discussed.     

Networks of injustice and worker mobilisation at Walmart

This article investigates the use of Internet networks during the recent mobilisation of Californian Walmart workers. The findings of this case study suggest that Internet‐based mass self‐communication networks (Facebook, YouTube, etc.) can complement traditional organising techniques. Mass self‐communication networks ameliorate many of the weaknesses identified by previous studies of Internet networks. In particular, these types of networks can help overcome negative dispositions towards unions, increase the density of communication and the level of participation among members, create a collective identity congruent with trade unionism, facilitate organisation and spread ‘swarming actions’ which are effective at leveraging symbolic power. Moreover, unions may be well suited to providing crucial strategic oversight and coordination to wider worker networks.     

The moderating effect of place attachment on the relationship between festival quality and behavioral intentions

The main purpose of the study is to examine an impact of festival quality on behavioral intentions and investigate the role of place attachment (PA) as a moderator between festival quality and behavioral intentions. Data were collected from the visitors of the 2013 Seoul Lantern Festival in South Korea. Results show that festival quality has a significant direct impact on behavioral intentions to revisit, spread word of mouth (WOM), and engage in pro-environmental behavior. The study also reveals that PA moderates the effect of festival quality on behavioral intentions, suggesting the differential impact of festival quality based on the level of PA. The study suggests that festival organizers may want to focus on program and esthetics to promote visitors’ return and positive WOM. Festival organizers may also want to customize quality management strategies based on visitors’ level of PA.     

Australia's Carbon Tax: An Economic Evaluation

Australia's carbon tax has been in place since July 2012. Following the 2013 federal election and change of government, it is likely that the tax will be abolished. This paper evaluates Australia's carbon tax experience and draws lessons for policymakers in other jurisdictions who may be considering following the Australian example and implementing their own carbon taxes or cap and trade schemes. Overall, the policy was poorly thought through, badly implemented, and lacked majority public support before it began. Australia's carbon tax experience is an interesting case study in how not to go about implementing climate change policy.