Do organizational service recovery actions impact on hotel guests future intentions and does speed of recovery matter?

This paper investigates hotel guests’ responses to organizational actions dealing with service failure. Eight service failure scenarios were used to identify guests’ intentions towards future visits. Guests’ intentions to switch hotels, revisit the property and remain loyal to the chain were found to vary based on the recovery efforts undertaken. This research found that empowering employees contribute to positive consumer intentions toward the service provider. Compensation was also found effective if offered through empowered employees. Speed of response to service failure was also identified as important action to improve consumer future intentions. Based on these findings, implications for future research are highlighted. Recommendations to the practitioners of hospitality and tourism sector were made for the management of failed service encounter.

Business to consumer eCommerce : implications for employee management

This research explored the way service organisations deal with employee management issues when implementing eCommerce technologies. The thesis proposes a framework for understanding the technology-mediated context of the customer-employee interaction in service organisations when implementing eCommerce. The framework assists in achieving a balance between achieving efficiencies and maintaining customer loyalty.

Impediments to improvements in service quality in luxury hotels

Purpose – The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four- and five-star properties) in Sydney, Australia.

Design/methodology/approach – The empirical dataset for this qualitative study was collected through 22 individual semi-structured interviews with senior hotel managers of ten luxury hotels in Sydney, Australia. The technique used for analysing the data was progressive comparative analysis, after which constant comparative methodology was applied. The key themes emerging from these techniques have been categorised to form conclusions.

Findings – Analysis of the data revealed a number of impediments to developing and maintaining distinguishable, superior service. These impediments fell into four broad areas: Budget constraints, Staff attitude, Lack of mentoring and High customer expectations.

Research limitations/implications – The limitations with the current study are primarily related to the scope of the research in terms of the number of hotel properties participating, and the fact that it incorporates the views of managers only. Furthermore, the focus of this study was on the hotel sector, and thus the findings cannot be accepted as being necessarily relevant and applicable to services across the tourism/hospitality industry as a whole. Future research needs to be conducted to incorporate the views of all stakeholders in service quality, including non-management staff and customers.

Originality/value – The findings of this research can inform hotel sector researchers and practitioners of identified impediments to service quality, whether current strategies are addressing these impediments and, if not, how strategies may be modified to address to achieve this.

The Viggers & Hearn conundrum : a kangaroo home range study with no implications for land management

1.
Viggers & Hearn (2005) examined the encroachment of native herbivores on to farmland.
They presented kangaroo home range estimates and pasture biomass data for
three sites in south-eastern Australia, then made broad management recommendations
regarding the preservation of remnant habitat.
2.
While Viggers & Hearn identified potentially important patterns, we believe that
their data were neither sufficient nor appropriate to reveal the processes that underlie
these patterns.
3.
Specifically, their study was unreplicated at the land-use level, used inappropriate
density estimates for their study populations, failed to measure resources adequately,
used flawed methods of home range analysis, and demonstrated limited understanding
of key concepts and of their study species and thus could not draw valid conclusions.
4.
Synthesis and applications.
In view of these fundamental problems, we recommend
that decisions on the management of kangaroos

External knowledge and performance of offshore IT service providers in India : the mediating role of talent management

The global shortage of IT professionals has been identified as one of the most serious threats against the continued growth of offshore IT service providers (OSPs). As a result, talent management has become a key competitive strategy for OSPs. However, how talent management contributes towards the performance of OSPs remains poorly understood in relation to its interaction with knowledge. To examine this issue, we draw on a sample of 68 OSPs in India to test the effects of talent management and external knowledge on performance. The results confirm that both external knowledge and talent management are positively related to firm performance and that the latter has strong mediating effects on the relationship between external knowledge and firm performance. The results suggest that OSPs should consider talent management as a mechanism through which knowledge resources can be exploited to enhance firm performance. The managerial implications and limitations of the findings are also discussed.

Then and now: developing capacity and transforming pedagogy in online pre-service teacher education

The aim of the study reported in this paper was to evaluate the perceived benefit of video-recorded interviews as an alternative to the traditional lecture format in pre-service teacher education programs. Pre-service teachers traditionally struggle with the gap that they perceive exists between the theories taught at university and the practical competencies they require as teachers in primary and secondary school contexts. Additionally, they report that the shift from face-to-face to online delivery of course content, rapidly being adopted in the tertiary environment, seems to have often been made without associated shifts in format and pedagogy.

In the previously mentioned study, participants were drawn from cohorts of more than 300 pre-service teachers enrolled in an inclusive Education course in the Faculty of Education of an urban Australian university. The course was delivered both online and face-to-face on three campuses of the university to students in three different Education programs. In order to provide an alternative to the traditional lecture format, the developer of this course initiated and created video-recorded interview dialogues which were subsequently uploaded into the Faculty’s Learning Management System for student access. The interviews, conducted by the Course Coordinator, were held with a number of professionals with field experience relevant to key concepts of the course.

Data were collected from Student Evaluation of Teaching and Learning (SETL) questionnaires. The questionnaires were designed to gather both quantitative and qualitative data from the pre-service teachers about the extent to which the use of video-recorded interview dialogues enhanced their learning. In particular the questionnaires sought to ascertain whether, in the views of the pre-service teachers, this delivery method, first, engaged and interested them, and, second, assisted their learning through linking theory to practice. This paper provides a synthesis of the study’s findings and explores their implications for the delivery of learning experiences in both the online and on-campus modes of pre-service teacher education programs. A focus is placed on how video-recorded interviews can be used to enhance resource accessibility and to increase pre-service teachers’ engagement and learning in coursework.

Powerlessness following service failure and its implications for service recovery

This research examines whether service failure in hospitality settings reduces situational power and whether feelings of powerlessness have implications for service recovery efforts. Three studies demonstrated that service failure reduced consumers’ situational power, but only among those with high dispositional power motivation (studies 1 and 2). Moreover, those with high dispositional power motivation evinced greater satisfaction with service recovery efforts that involved status-enhancing compensation as opposed to utility-enhancing compensation (study 2), and when status-enhancing compensation was presented in public as opposed to in private (study 3). These findings suggest that consumers with high dispositional power motivation prefer service recovery attempts that counteract the feelings of powerlessness they experience from service failure. Service managers can benefit from these findings by understanding how feelings of power interact with service recovery efforts.

Outcomes of a randomised controlled trial of the application of cognitive and behaviour therapies for problematic gambling : implications for the Statewide Gambling Therapy Service treatment model

Through an ongoing research programme, the Statewide Gambling Therapy Service (SGTS) in South Australia has been systematically developing approaches to treatment and relapse prevention in order to include a wider range of clients in the treatment programme, help them recover from their gambling problems and support them to avoid relapse to problematic gambling post treatment.In a recent randomised controlled trial exploring the efficacy of cognitive versus behavioural therapy in the treatment of problematic gambling disorders in SGTS, no significant differences were found between clinical outcomes of the two treatment modalities. Both purely cognitive and purely bahavioural approaches to therapy had similar outcomes in terms of improvements in measures of health and wellbeing (Work and Social Adjustment Scale: WSAS), general depressioni (Kessler 10: K10) and problematic gambling (Victorian Gambling Screen: VGS). Further studies are planned to test more precisely whether both approaches are indeed equivalent in terms of outcomes achieved for clients. In the mean time, the fact that behavioural therapy (BT) tends to required less treatment sessions to achieve the same outcomes as cognitive therapy (CT) suggests that working to retaining clients in treatment using BT may be a more effective and parsimonious treatment option for people with gambling disorders . This current paper provides an overview of SGTS client engagement and management strategies following the completion of our recent RCT.

Genetic diversity and translocation in the marron, Cherax tenuimanus (Smith): implications for management and conservation

Approximately 440 base pairs (bp) of the mitochondrial 16S ribosomal ribose nucleic acid (rRNA) coding region were sequenced from 13 marron, Cherax tenuimanus (Smith), samples from six locations and samples of two additional Cherax species from Western Australia. The results indicated that, with the exception of the Margaret River, no variation was found within or between marron populations. In contrast, marron from the Margaret River were found to be polymorphic for two divergent haplotypes (2.76% divergence). These findings were consistent with allozyme data that highlight the general lack of genetic variability within and between populations of this species apart from the Margaret River stocks. The genetic polymorphisms in the Margaret River stocks contrasted with earlier studies and indicated the recent translocation and mixing of genetically differentiated stocks within this river system. The implications of these findings for the conservation and management of genetic diversity within marron are discussed.

Football-as-war, coach-as-general: analogy, metaphor and management implications

Sporting terms have been used as metaphor and analogy to describe and prescribe life experiences. It has been suggested that the use of sport terminology can assist in the general understanding of complex terms and situations, however, the use of sport as metaphor and analogy for many aspects of social understanding can have negative consequences. The analogy of sport and war seems to be particularly prevalent within football, irrespective of the code or culture in which it is played. This article demonstrates the popular understanding of Australian Rules ‘football as war’ through two complementary studies. The first study investigates the representation of Australian Rules football as war, specifically through the analysis of both images and text on the front covers of the sport ‘lift-out’ sections of two prominent Melbourne newspapers, The Herald Sun and The Age. The second study examines whether people interpret non-war-like images of Australian Rules football in war-like terms. Forty-five undergraduate sport marketing and management students were asked to write about one of four different images of football players and coaches interacting, which revealed that football is understood as war. Further, when prompted by an image of football players and coaches interacting, people in this study interpreted the interactions as consistently war-like. Coaches were portrayed as militaristic generals and the athletes as soldiers. Implications for management, education and practice are discussed.

Responses of freshwater biota to rising salinity levels and implications for saline water management: a review

All of the plants and animals that make up freshwater aquatic communities are affected by salinity. Many taxa possess morphological, physiological and life-history characteristics that provide some capacity for tolerance, acclimatisation or avoidance. These characteristics impart a level of resilience to freshwater communities.     To maintain biodiversity in aquatic systems it is important to manage the rate, timing, pattern, frequency and duration of increases in salinity in terms of lethal and sublethal effects, sensitive life stages, the capacity of freshwater biota to acclimatise to salinity and long-term impacts on community structure.     We have limited understanding of the impacts of saline water management on species interactions, food-web structures and how elevated salinity levels affect the integrity of communities. Little is known about the effect of salinity on complex ecosystem processes involving microbes and microalgae, or the salinity thresholds that prevent semi-aquatic and terrestrial species from using aquatic resources. Compounding effects of salinity and other stressors are also poorly understood.    Our current understanding needs to be reinterpreted in a form that is accessible and useful for water managers. Because of their complexity, many of the remaining knowledge gaps can only be addressed through a multidisciplinary approach carried out in an adaptive management framework, utilising decision-making and ecological risk assessment tools.

Patterns and Characteristics of Ambulance Attendance at Heroin Overdose at a Local-Area Level in Melbourne, Australia: Implications for Service Provision

The monitoring of heroin use and related harms is undertaken in Australia with a view to inform policy responses. Some surveillance data on heroin-related harms is well suited to inform the planning and delivery of heroin-related services, such as needle and syringe provision. This article examines local-area variation in the characteristics of nonfatal heroin overdoses attended by ambulances in Melbourne over the period June 1998 to October 2000 to inform the delivery of services to the heroin-using population in Melbourne.

In the service of the society: the labour management practices of an Australian life Insurer to 1940

This article considers the labour management practices in use in the Australian life insurance industry during the inter-war period. Using the Australian Mutual Provident as a case study, it is argued that the specific human resource management practices evolved to deal with separate sets of problems arising from the functions of the life insurance business and the manner in which the principal/agent problem was manifested. The differing nature of work associated with the sales and management of life insurance fostered the development of primary and secondary labour markets in which the benefits flowing to one were superior to those accruing to the other.