The relationships among leadership,goal orientation,and service quality in high-contact service industries: An empirical study

High-contact service industries are characterized by close interaction between service employees and customers, and diverse customer needs. Such characteristics pose a great challenge to the delivery of services of superior quality. In this research we conceptually explore and empirically examine several attitudinal and motivational factors of customer-contact employees, and the management style of managers as antecedents to service quality in high-contact service sectors. Based on dyadic data collected from 230 service firms in Hong Kong, we examine the relationships among transformational leadership, transactional leadership, affective organizational commitment, learning goal orientation, performance goal orientation, and service quality. We find that learning goal orientation is more effective than performance goal orientation in fostering service quality in the high-contact service context. We also observe that transformational leadership tends to be more effective than transactional leadership in influencing employee attitude in high-contact service firms. This research pioneers theory-driven examination of service quality in high-contact service firms using data collected from service employees and shop managers for hypothesis testing.     

Beyond belief: A benchmark for human resources

Many Human Resource (HR) professionals feel and believe that they have made progress during the 1980s. Unfortunately, without data to benchmark progress, assessments must depend on perception rather than evidence. To move beyond belief towards a national HR database, this article reports research on over 10,000 individuals in 1200 businesses in 91 firms. It establishes a benchmark for HR practices and HR professionals. It also highlights areas where HR professionals may focus attention to become more successful as business partners.     

Radical innovations in new product development and their financial performance implications: An event study of US manufacturing firms

At the dawn of the 21st century, global competition continues to increase at an accelerating rate and radical innovation is recognized as a potent weapon for firms to achieve sustainable competitive advantages. Academics, practitioners and consultants share the view that radical innovation is important to the long-term financial success of firms. Nevertheless, empirical studies on the relationship between radical innovation and firm performance have been dominated by survey research, which provided little concrete evidence on the financial impact of radical innovation. In this study we traced the financial performance of publicly traded manufacturing firms in the United States that introduced radical innovations over the period 1986-2000 and examined whether radical innovation could lead to superior financial performance in these firms. We employed the event-study method, matching each sample firm with a control group of firms in the same industry with similar pre-event performance and firm size. Our results show that while radical innovation helps firms maintain sales growth and return on sales (ROS), firm profitability in terms of return on assets (ROA) is not significantly improved. In fact, manufacturers suffer from a decline in profitability upon the introduction of radical innovations in new product development.     

Hong Kong parents' perceptions of the transference of food preparation skills

Food preparation skills among young adults are associated with healthy food choices, better diets and a greater likelihood of an independent, healthy adult life. This study conducted in Hong Kong aimed to investigate parents' perceptions of cooking skills; to explore the transference of cooking skills in the home setting; to identify parents' expectations regarding the transference of cooking skills; and to inform the development of educational initiatives for developing healthy eating habits. A questionnaire survey was conducted to collect information of the subjects' cooking experience, attitudes about cooking skills, cooking habits at home, family meal habits, transference of cooking culture in the family and the factors influencing the choice of ingredients and cooking. It was administered to 1009 Hong Kong parents (of students aged between 11 and 18, studying in 15 secondary schools). The collected data were analysed using the Statistical Package for the Social Sciences (version 12.0, SPSS, Inc., Chicago, IL, USA) and cross‐tabulation analyses were used to compare the responses of the parents by gender, employment status and income. The results show that parents valued cooking as important life skills for both boys and girls. Parents generally perceived their cooking skills either good (41.9%) or mediocre (54.5%), yet children are rarely taught these skills in the home. Family meals prepared primarily with fresh ingredients are still an important part of the daily routine, and mothers are dominating the roles in food choice decision, cooking and buying the ingredients for family meals. Mothers and schools are expected to be the major channel to teach children cooking skills. Findings suggest that parents are well‐disposed towards providing food and nutrition education at home, but need more support (50% reported that home should be a primary support for learning cooking skills; 36% indicated that the school should have a responsibility to teach children to cook starting in elementary school). Schools may do well to collaborate with families in food literacy education initiatives. Developing individuals' cooking skills paves the way for long‐term health benefits and the well‐being of the local population.     

“Buy-back” in international trade: A rationale

Conclusion When a technology proprietor cannot exploit his advantage by means of ownership of a production facility abroad, a sales contract with “buy-back provisions” may, in fact, be a trade-enhancing resolution to a situation of information-asymmetry between buyer and seller. The important implication is that not all forms of countertrade can be summarily dismissed as inefficient. Just as foreign direct investment can be seen to be a response to environmental or market imperfections, “buy-back” may be a way to deal with institutional or regulatory obstacles such as the prohibition of foreign ownership.     

The impact of trust and contract on innovation performance: The moderating role of environmental uncertainty

Research into two important control mechanisms for managing the supply chain relationship - contracts and trust - is on the rise. However, our understanding of how they influence innovation in a firm remains rather unclear. Thus, the primary objective of this study is to examine the individual and interactive effects of contracts and trust on firms' innovation performance and the contingent effects of environmental uncertainty on those relationships in China. The empirical results from a survey of Chinese manufacturing firms indicate that there is a positive relationship between trust and firms' innovation performance, an inverted U-shaped relationship between the use of contracts and firms' innovation performance, and that contracts and trust are substitutes. Moreover, we find that environmental uncertainty enhances the effects of trust, but does not influence the impact of contracts on innovation performance.     

Setting people up for success: How the Portman Ritz‐Carlton hotel gets the best from its people

In China, where many multinational companies face a constant shortage of talent and high employee turnover, the Portman Ritz‐Carlton Hotel has been able to attract, develop, and retain high‐quality talent to deliver excellent customer service and ensure profitable growth. Under the leadership of Mark DeCocinis since 1998, the Portman Ritz‐Carlton has not only been named as the “Best Employer in Asia” by Hewitt Associates three consecutive times, but has also rated the highest in employee satisfaction among all of the Ritz‐Carlton's 59 hotels worldwide for five consecutive years. How can DeCocinis and his leadership team achieve such remarkable results? In his interview with Arthur Yeung, Mark DeCocinis, general manager of the Port‐man Ritz‐Carlton and regional vice president, Asia‐Pacific, of the Ritz‐Carlton Hotel Company, shares his philosophy and practices on talent management in China and elsewhere. © 2006 Wiley Periodicals, Inc.     

Combating deceptive advertisements and labelling on food products – an exploratory study on the perceptions of teachers

People are becoming more health conscious nowadays, but most of them are not able to adopt a lifestyle with adequate physical exercise and a healthier eating pattern. Many attempt to compensate by taking ‘health foods’. Despite the recent economic recession, the functional food market is expanding rapidly in Asian countries. Recent statistics indicate a huge increase in weight loss and functional food product advertising expenditure in Hong Kong and other Asian countries. In a large scale survey conducted by the Hong Kong Consumer Council on advertisements, it was found that 85% of the medicines, health food and therapies sampled contain questionable claims and misleading messages, which was the second most problematic category of the survey. In addition, young people do not understand much about modern food processing, in particular with regard to low energy and functional foods, and they know very little about modern food marketing strategies. The situation is potentially detrimental to consumer welfare, especially to the younger generation. This study was conducted to reflect critically on implications of the issue on the health and well‐being of young people in Hong Kong. Attempts are made to explore directions for designing relevant and effective education programmes to empower young people's abilities in understanding food advertising strategies and making informed decisions on food choice. This paper begins with a critical review of the current situation with regard to Hong Kong. Then, the results of an interview survey and a questionnaire survey on pre‐service and in‐service teachers’ perception towards misleading food advertising and labelling are reported. The situations at schools are defined and problems faced by teachers in providing relevant consumer education programmes to students are identified. Finally, some prospective foci for further investigation of this important issue, with a view to developing students’ critical skills in evaluating claims offered in food advertisements, will be considered.