Narrow search
Showing 1 - 10 of 9,868
Cover Image
Complementary role of organizational learning capability in new service development (NSD) process
Limpibunterng, Tharinee; Johri, Lalit M. - In: The Learning Organization 16 (2009) 4, pp. 326-348
leadership tasks performed by executives and organizational performance by bridging the concepts of organizational learning and ….72 application are employed in data analyses. Findings – Leadership tasks performed by NSD executives significantly affect the … effectiveness of executives' leadership tasks and organizational learning capability development are symbiotic. Research limitations …
Persistent link: https://www.econbiz.de/10015030329
Cover Image
Women's union leadership in Barbados: exploring the local within the global
Kirton, Gill; Healy, Geraldine - In: Leadership & Organization Development Journal 33 (2012) 8, pp. 732-749
Purpose – The purpose of this article is to explore the under‐representation of women in union leadership in Barbados … Barbados, from two smaller female‐dominated unions and an international union federation. Findings – The findings show that … many of the barriers union women in developed countries face are also encountered in Barbados, including family and …
Persistent link: https://www.econbiz.de/10014923384
Cover Image
Explaining satisfaction in double deviation scenarios: the effects of anger and distributive justice
Casado‐Díaz, Ana B.; Más‐Ruiz, Francisco J.; … - In: International Journal of Bank Marketing 25 (2007) 5, pp. 292-314
Purpose – Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a “double deviation” effect. Surprisingly, these double deviation effects have received little attention in service marketing literature. To fill this gap, this paper...
Persistent link: https://www.econbiz.de/10014759907
Cover Image
Relationship orientation or service quality?
Camarero, Carmen - In: International Journal of Bank Marketing 25 (2007) 6, pp. 406-426
Purpose – The current work aims to analyze the complementary effects of relationship and service‐quality orientations on market and economic performance and their mediating role in the relationship between market orientation and performance. Design/methodology/approach – In order to test...
Persistent link: https://www.econbiz.de/10014759912
Cover Image
The effects of stake, satisfaction, and switching on true loyalty: a financial services study
Licata, Jane W.; Chakraborty, Goutam - In: International Journal of Bank Marketing 27 (2009) 4, pp. 252-269
Purpose – The purpose of this paper is to examine the differential influence of three drivers of loyalty on the dimensions of loyalty. The three drivers are stake, satisfaction, and the value of switching service providers. The dimensions of loyalty are behavioral response, commitment to the...
Persistent link: https://www.econbiz.de/10014759959
Cover Image
Service personal values and customer loyalty
Ngoc Thuy, Pham; Nguyen Hau, Le - In: International Journal of Bank Marketing 28 (2010) 6, pp. 465-478
Purpose – This paper aims to employ the concept of service personal values to predict customer satisfaction and loyalty towards banking services. It also aims to validate the three components of service personal values when being conceptualized as a high‐order construct....
Persistent link: https://www.econbiz.de/10014759998
Cover Image
Optimising the service mix for Irish hoteliers: the challenge for small food suppliers
O'Connell, Sinead; Henchion, Maeve; Collins, Alan - In: International Journal of Contemporary Hospitality Management 18 (2006) 3, pp. 219-230
Purpose – This paper seeks to investigate Irish hoteliers' customer service requirements of their food suppliers and to measure the trade‐offs that hotel buyers are willing to make during the purchase decision. Design/methodology/approach – The study is based on a quota sample of 100...
Persistent link: https://www.econbiz.de/10014762761
Cover Image
Perceptions of productivity among Swiss hotel managers: a few steps forward?
Ingram, Arthur; Fraenkel, Stefan - In: International Journal of Contemporary Hospitality Management 18 (2006) 5, pp. 439-445
Purpose – This paper aims to explore managers' perceptions of labour productivity within a sample of de luxe hotels located in Switzerland. Design/methodology/approach – The exploratory, qualitative fieldwork outlines managers' perceptions of labour productivity. It describes the views of a...
Persistent link: https://www.econbiz.de/10014762778
Cover Image
Dimensions of guest house service
Radder, Laetitia; Wang, Yi - In: International Journal of Contemporary Hospitality Management 18 (2006) 7, pp. 554-562
Purpose – This study aims to determine similarities and differences in business travellers' expectations and managers' perceptions of the service provided by guest houses. Design/methodology/approach – Two questionnaires with seven‐point Likert scales were used to measure travellers'...
Persistent link: https://www.econbiz.de/10014762788
Cover Image
The relationship between internal and external service quality
Bouranta, Nancy; Chitiris, Leonidas; Paravantis, John - In: International Journal of Contemporary Hospitality Management 21 (2009) 3, pp. 275-293
Purpose – The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality. Design/methodology/approach – The study focuses on the restaurant industry in Greece. Waiters are considered as internal...
Persistent link: https://www.econbiz.de/10014762940