Customer experience: a systematic literature review and consumer culture theory-based conceptualisation

Management Review Quarterly - The study aims to summarise and classify the existing research and to better understand the past, present, and the future state of the theory of customer experience....     

Evidence in development of sustainability reporting: a case of a developing country

Current development in social accounting presents an interesting phenomenon. Companies are increasingly engaging in sustainability initiatives and reporting their activities in annual reports, company websites and other media of communication. Unlike previous studies, which have mainly used ex post content analysis of annual reports or other published data to study the relationship between disclosure and possible determinants, this study starts with an interview with the local preparer before the data is triangulated to determine the significant possible determinants. The interview findings are interpreted through institutional theory for possible identification of determinants. Initially, the interview findings indicate that all three mechanisms of isomorphism, the coercive, the normative and the mimetic, contribute to Malaysian company sustainability reporting. However, the regression results prove that only a government linked company in the plantation industry, which is large in size, has a significant amount of sustainability reporting. Copyright © 2010 John Wiley & Sons, Ltd and ERP Environment.     

The Coastal Community Perception on the Socio-Economic Impacts of Agro-Tourism Activities in Coastal Villages in Malaysia

This paper is concerned with the socio-economic impacts of agro-tourism activities in coastal villages listed as Desa Wawasan Nelayan (DWN) in Malaysia. The paper discussed the impacts of the two major components of socio-economics dynamics, namely social and economic activities. This account highlights a number of discussions with specific reference to DWN in Malaysia. It identifies the similarities and differences with regard to socio-economic impact, and it is expected that these points will be of practical use for other agro-tourism areas around the globe, and help to increase interest in agro-tourism activities.     

Knowledge acquisition using psychotherapy technique for critical factors influencing construction project layout planning

The positioning of equipment on a construction site may change in different construction phases, different environments, and different types of end products, which greatly influence the decision of the site planning engineer who seeks to maximize the construction efficiency by minimizing the friction from the site layout. This study aims to acquire and analyze site planning experts' knowledge on critical factors influencing the construction layout planning using a psychotherapy technique. Through an open‐structured interview survey and cluster analysis, 125 core factors influencing the site layout plan were analyzed and categorized into a database.     

Market orientation practices among small and medium hotels (SMHS) in tourist destination island of Langkawi

The purpose of the study is to investigate the underlying components of market orientation practices and their effect on the Small and Medium Hotels (SMHs) performances on tourist destination island of Langkawi. Fifty SMHs were randomly selected from a sampling frame of a list of SMHs registered with Malaysian Tourism Board. For data collection purposes, structured questionnaires were personally delivered and collected. Rotated component matrix factor analysis of the data extracted four underlying factors that explain seventy nine point four six percent of the total variances and alpha reliability coefficient of ninety eight percent. Those components were named as customer orientation, interfunctional orientation, service orientation, and competitor orientation. One sample Kolmogorov‐Smirnov Test indicates that SMHs in Langkawi practices market orientation in their operations and businesses. However, the finding of the study showed that their performances in 1998 was lower than 1997. We believe that this outcome is due to the effect of national and regional economic downturn in 1998.     

The Influence of Governance Structure and Strategic Corporate Social Responsibility Toward Sustainability Reporting Quality

Increased business complexities coupled with enhanced global transformation have propelled corporations to behave as responsible citizens to drive the sustainability agenda. Many corporations incorporate their affirmative commitment to sustainable business practices into their corporate identities and give evidence for this in their sustainability reports. This paper examines the role of the board of directors in sustainability reporting quality (SRQ) in the Asia‐Pacific region. Based on a cross‐sectional study of 113 companies from 12 countries in the region, we find that the SRQ in the region leaves much room for improvement. However, we find that the institutionalization of the concept of corporate social responsibility (CSR) in an organization provides a sound foundation for enhancing SRQ. We find that the value of CSR anchored in the vision and/ or mission statement and strategic alliances fostered with non‐governmental organizations are positively associated with SRQ. This study contributes to strengthening the understanding, promoting discussion on the state of sustainability reporting in the Asia‐Pacific context and laying a solid foundation for more aggressive efforts to enhance SRQ. The study identifies the significant drivers currently associated with SRQ. The weak role of the board of directors in upholding the sustainable development agenda through the reporting process is highlighted. Copyright © 2013 John Wiley & Sons, Ltd and ERP Environment.     

Environmental Management Practices of Hotels in Malaysia: Stakeholder Perspective

This article described the level of hotel participation in environmental management practices (EMPs) in Malaysia. It aimed to identify the level of stakeholder influence on EMP participation and whether EMPs contribute to overall hotel performance. To achieve these objectives, stakeholder theory was selected as the theoretical basis to explicate the proposed hypotheses. The analysis showed that stakeholder influence and the level of participation in EMPs among Malaysian hotels are only at a moderate stage. Copyright © 2013 John Wiley & Sons, Ltd.     

The Stakeholder Approach: A Sustainability Perspective

This article considers the stakeholder approach (SHA) to organisational management through the lens of what it means for humans to live sustainably on the Earth (that is, for there to be a sustainable world). In particular, the article considers if the SHA, as it is presented in mainstream academic and management literature, is supportive of corporate practices that advance the achievement of a sustainable world. The analysis shows the SHA to have significant failings in this regard when viewed against key sustainable world criteria, with issues of concern evident from the normative core of the SHA through to is practical application in the management setting.