Search results for "Custom"
showing 10 items of 488 documents
Towards a more dynamic stakeholder model: acknowledging multiple issue arenas
2010
PurposeThe purpose of this paper is to suggest that corporate communications is becoming less predictable as interaction with stakeholders is moving from organizational control toward “issue arenas”, places of interaction where an issue is discussed by stakeholders and organizations both online and within the traditional media. The role of corporate communications and public relations (PR) is broadening beyond the traditional relationship management to issue arena monitoring.Design/methodology/approachThe paper takes a theoretical approach with six axioms suggested.FindingsSeveral central theories of corporate communications are combined with issues management and stakeholder theory to argu…
The impact of value co-creation on hotel brand equity and customer satisfaction
2019
Abstract Value co-creation with customers has emerged as a relevant topic at both academic and managerial level. Considering the positive outcomes derived from value co-creation, firms should learn how to properly manage this process which requires active customer involvement and this paper demonstrates that the level of customer participation (CP) depends to a large extent on their perception of how the hotel favours the process of value co-creation (CcV). Our model also proves the customer perception of the hotel's process of value co-creation has a positive impact on the hotel's brand equity (BE) whereas customer participation positively affects the customer's perceived value (PV). Addit…
How can perceived consistency in marketing communications influence customer-brand relationship outcomes?
2020
Abstract This paper examines the impact of perceived consistency in marketing communications on customer–brand relationship outcomes. The perception of consistent message and image through different marketing communication tools is one of the basic principles of the integrated marketing communications (IMC) approach. Although literature suggests that IMC might have an influence on customer–brand relationship outcomes, empirical evidence that supports this assumption is still weak and inconclusive. Three main brand relationship outcomes are established for the purpose of the study, i.e. trust, commitment, and loyalty. The relationships between perceived communication consistency and brand ou…
Customer value in Quick-Service Restaurants: A cross-cultural study
2020
Abstract In spite of the relativistic nature of Customer Value concept, research on differences in Value perceptions across cultures is still scarce. Gaining insight about this issue would be especially relevant for highly competitive and globalized industries such as Fast-Food or Quick-Service Restaurants (QSR). The purpose of the present paper is to identify Value dimensions in this industry and to analyze the links between dimensions of Value, Satisfaction and Loyalty, testing the consistency of the results obtained across three different countries. To achieve this aim, after one in-depth interview with a QSR manager and two intercultural focus groups with QSR customers, a questionnaire …
Rationality, participation and results: the case of the European excellence model in a Spanish services context
2011
The study of the simultaneous effect of employee participation and rationality on organisational results by companies applying the EFQM Excellence Model has been scarcely developed in the literature. Trying to fill this gap, this paper empirically studies the relationship between participation and rationality with organisational results in a sample of Spanish firms applying this model. The case of service firms has been of utmost importance in this study. The study findings reveal that both rationality and participation are indirectly related to key organisational results, though this indirect effect is not present in the case of service firms. This paper encourages the use of the EFQM mode…
Managing satisfaction in cultural events: Exploring the role of core and peripheral product
2017
1.INTRODUCTIONSatisfaction is a key concept within the marketing discipline and specifically within the area of consumer behaviour. Satisfaction in the arts is mostly derived from a combination of three elements: the subjective and experiential aspects of the cultural product, the quality of the venue and the quality of the associated peripheral services (Hume, 2008a). According to this author, studies on satisfaction with cultural events are key to understanding customer motives to repurchase subscription which can increase the arts organization's profitability, this being a main goal of the currently complex entertainment arena.This study focuses on satisfaction among visitors of an art e…
Insights on integrated marketing communications: implementation and impact in hotel companies
2015
Purpose – The purpose of this paper is to provide insights on integrated marketing communications (IMC) by empirically examining the concept in a new context, that is hotel companies, and comparing its implementation and impact in Italian and Croatian hotels. Design/methodology/approach – The study uses survey methodology to assess IMC, approaching managers and guests in high-quality hotels. Findings – From the manager’s point of view, both Italian and Croatian hotels show a high level of IMC implementation and significant differences regarding some items. From the guest’s point of view, significant differences are obtained between the two hotel groups. In addition, IMC is found to influen…
Information and communication technologies in rural hotels
2010
There is a consensus about the beneficial effects of the applications of information and communication technologies (ICT) in several business contexts. Rural tourism companies have embraced these technological advances that have made a positive contribution to their quick expansion in recent years. Nevertheless, some technologies have received scarce attention from rural accommodation managers. The aim of this paper is to generate a conceptual framework on ICT development in the tourism market and, in particular, in rural accommodations. Thus, we aim at providing an overview of the main technological developments applied in this sector, analysing the level of ICT implementation in Spanish r…
Fostering Sustainable Organizational Development Through Dynamic Performance Management
2016
This chapter outlines a conceptual and methodological framework to support organizational policy makers in managing and assessing performance within the perspective of sustainability. It analyzes the role of SD to enhance P&C systems so as to both manage performance and foster sustainable development.
Satisfaction with and reliability of in-hospital video-EEG monitoring systems in epilepsy diagnosis – A German multicenter experience
2021
OBJECTIVE: To analyze satisfaction with and reliability of video-electroencephalography-monitoring systems (VEMS) in epilepsy diagnostics.; METHODS: A survey was conducted between December 2020 and January 2021 among German epilepsy centers using well-established customer satisfaction (CS) and quality assurance metrics.; RESULTS: Among 16 participating centers, CS with VEMS was low, with only 13% of customers actively recommending their system. Only 50% of users were satisfied with the overall performance of their VEMS, and a low 18% were satisfied with the manufacturer's customer service. User interface, software stability, lack of regular updates, and missing customer-oriented improvement…