Service Quality

Abstract

This paper discusses controversial methodological issues in service quality research, particularly in the field of tourism and hospitality. These are illustrated by a review of recent academic discourses and by the lessons of an exploratory study of visitors' quality perceptions of tourism service providers on two European peripheral destinations. Based on the practical, conceptual and methodological lessons of this project, it is argued that service quality research has drifted into a risky territory, by constructing its own reality, rather than describing it. In the light of the discussion, it is suggested to fulfil the long claimed (but never completed) neo-service paradigm shift and to move from provider- to customer-orientation in service research.     

Managing Knowledge,Learning, and Time in Relationships Between Western and African Organizations

ABSTRACT

Time as a strategic variable has gained a great deal of attention in recent literature, but little has been reported on how to effectively manage time between strategic partners in a global context. In addition, there has been virtually no attention paid to time as a critical strategic variable when doing business in African countries. This paper examines the importance of time in developing effective operating relationships between Western and African countries. We posit the concept of strategic timescapes to provide managers with a way of visualizing the various dimensions of time that could vary from one culture to another. In addition, a means to effectively manage knowledge and learning between Western and African organizations is presented using the concept of “virtual” organizations to serve as the coordinating vehicle.     

Is a Futures Market Viable in Turkey? The Case of a Cotton Futures Market

Abstract

Many countries as they reduce price controls develop an interest in futures markets as a way to manage risk. This article explores the potential of using existing futures markets to hedge cotton in Turkey. Futures prices in New York and Liverpool are not cointegrated and only weakly correlated with cash prices in Izmir. Thus, existing futures markets have limited ability to reduce the risk faced by the cotton industry in Turkey. While there are obstacles to overcome, there does appear to be a potential demand for a cotton futures market in Turkey.     

Solving the futures challenge - all you need is a 3LA

In this article, the author responds to a number of claims regarding the Integral Operating System, Causal Layered Analysis and the field of Futures. In particular, the author takes aim at those who claim that the reason the futures field has been lacking in influencing change towards more positive world is the result of not having an effective tool kit. To the contrary, the author suggests that the Futures community's failure at changing the existing ‘market driven paradigm’ has more to do with “… an unwillingness to get our hands dirty and to play in the same sandbox as our clients.” To that end the author targets in particular, a piece suggesting that making the Causal Layered Analysis more complex, exclusionary and ‘new and improved’ is the best way to make inroads into the economic liberalism model now in control. In counterpoint the author suggests that not only is this a flawed approach, it is unlikely to assist those with greatest need - the wider Futures Community.     

FROM THE EDITOR

No abstract available for this article.     

Managing the Innovation Adoption of Supply Chain Finance—Empirical Evidence From Six European Case Studies

Logistics’ contribution to corporate performance has increased over recent years, particularly due to supply chain innovations. Opposed to common innovations focusing on the improvement of product or information flow, supply chain finance (SCF) targets the financial flow and allows buying firms and their suppliers to improve working capital and reduce costs. However, the adoption process of SCF is complex and rather unexplored in academia. This article provides an early step in building knowledge about SCF and in particular how firms adopt SCF, why they adopt differently, and what role suppliers play in the adoption process. The objective was therefore to close the gap between our knowledge on product and information flow oriented innovations and financial flow innovations along the supply chain, namely SCF. For this explorative research, we opted for an inductive multiple case study approach with six European firms. Based on our findings, four sets of propositions are posited and an extended SCF adoption framework is proposed revolving around the interrelated adoption processes of buying firms and their corresponding supplier bases.     

Benchmarking the Benchmarks

Abstract

Concepts and processes of benchmarking are briefly discussed. Studies in this special issue are reviewed, and the future collaborations in the hospitality and tourism sector are suggested to perform better by benchmarking the best practices.     

“四大特色”的方法论解读

“四大特色”即中国特色社会主义的实践特色、理论特色、民族特色和时代特色。对“四大特色”的理解和把握是当代中国面临的重大课题。而“四大特色”的阐述正是从横向、纵向两个角度进行的，他概括了中国当代社会的发展和前途。这种认识方法有助于我们全面认识中国现状，避免陷入单纯的意识形态怪圈，也警醒全盘西化的激进思潮。     

‘The Substitution of One Piece of Nonsense for Another’: Reflections on Resistance,Gaming, and Subjugation

This article reflects upon Willmott's 1993 article (‘Strength is ignorance; slavery is freedom: managing culture in modern organizations’) by revisiting the idea of ‘Corporate Culturism’ and its relevance for contemporary developments in management and organization, including higher education. It incorporates a commentary on how 1984 and ‘Strength is ignorance’ have been read and some reflections on the genesis of the original 1993 article. It then expands on themes in ‘Strength is ignorance’ which are of continuing relevance, and draws out implications for our research and professional lives, as scholars, working in business schools.