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Articles 1 - 10 of 10
Full-Text Articles in Business
Modeling Quality Dynamics In It Services Management, Shahriar Akter, John D'Ambra, Pradeep Ray
Modeling Quality Dynamics In It Services Management, Shahriar Akter, John D'Ambra, Pradeep Ray
Shahriar Akter
The increasing importance of information technology (IT) services in the global economy prompts IS researchers to focus on service quality dynamics to capture the critical interaction between human behavior and IT. The purpose of this study is to develop and validate a user perceived IT service quality model for mHealth using a cross-disciplinary approach. The conceptual model is rooted in the traditional cognition (service quality) – affective (satisfaction)– conation (continuance intentions) chain but explicitly identifies three primary dimensions (i.e., system quality, interaction quality and outcome quality) and eight subdimensions (system reliability, system efficiency, system privacy, responsiveness, assurance, empathy, utilitarian benefits …
Adaptive Guidance: Effects On Self-Regulated Learning In Technology-Based Training, Bradford S. Bell, Adam Kanar, Xiangmin Liu, Jane Forman, Mila Singh
Adaptive Guidance: Effects On Self-Regulated Learning In Technology-Based Training, Bradford S. Bell, Adam Kanar, Xiangmin Liu, Jane Forman, Mila Singh
Bradford S Bell
Guidance provides trainees with the information necessary to make effective use of the learner control inherent in technology-based training, but also allows them to retain a sense of control over their learning (Bell & Kozlowski, 2002). One challenge, however, is determining how much learner control, or autonomy, to build into the guidance strategy. We examined the effects of alternative forms of guidance (autonomy supportive vs. controlling) on trainees’ learning and performance, and examined trainees’ cognitive ability and motivation to learn as potential moderators of these effects. Consistent with our hypotheses, trainees receiving adaptive guidance had higher levels of knowledge and …
Antecedents And Postcedents Of Satisfaction In Business Relationships In Canada, David Hutchinson Dr., Jang Singh
Antecedents And Postcedents Of Satisfaction In Business Relationships In Canada, David Hutchinson Dr., Jang Singh
Odette School of Business Publications
This paper reports the findings of an investigation of whether trust and commitment influence satisfaction, and whether satisfaction then influences specific investments, opportunism, and formalisation. Using data collected in a survey of Canadian managers and executives, a model derived from marketing theory and previous empirical research was tested. The model includes both relationship marketing concepts and transaction cost theory concepts, an approach rarely encountered in existing studies. Satisfaction in an exchange relationship is formed by keeping promises in an iterative process, and serves as a safeguard against possible future risks (e.g., opportunism). Finally, we discuss the limitations of the study.
Human Capital Decisions And Employee Satisfaction At Selected Hotels In India, S.C Bagri, A. Suresh Babu, Mohit Kukreti, Scott Smith
Human Capital Decisions And Employee Satisfaction At Selected Hotels In India, S.C Bagri, A. Suresh Babu, Mohit Kukreti, Scott Smith
Hospitality Review
Understanding the role of human capital is one of the key considerations in delivering and sustaining competitiveness. Managing employees in the hospitality industry is particularly a challenging task as the industry is considered to be labor intensive. High turnover and increasing employee demands are among the problems that are identified as threats to maintaining a strong competitive position. Successful hotels attempt to retain their best employees in an effort to adapt to changing environments and increased competition. Effective hotel human resource systems can produce positive outcomes, through effective employee retention strategies that focus on work force motivation, attitudes and perception. …
Too Much Of A Good Thing: Curvilinear Effects Of Service Evaluation Constructs And The Mediating Role Of Trust, Pavlos A. Vlachos, Katerina Pramatari, Adam Vrechopoulos
Too Much Of A Good Thing: Curvilinear Effects Of Service Evaluation Constructs And The Mediating Role Of Trust, Pavlos A. Vlachos, Katerina Pramatari, Adam Vrechopoulos
Pavlos A Vlachos
PURPOSE OF THIS PAPER. The satisfaction-trust paradigm has been recently criticized regarding its ability to deliver positive consumer behavioral outcomes. This study argues that -amongst others- a reason for this unpleasant situation may be the failure of service managers to account for non-linearities in the satisfaction-trust paradigm. DESIGN/METHODOLOGY/APPROACH. The setting for this study has been the super-market retail channel. A total of 942 respondents were “intercepted” in supermarket stores, employing a face-to-face personal interviewing method. For the detection of curvilinear effects the study employed the two-step single indicant method of Ping (1998). FINDINGS. We posit consumer trust as an important …
Management Of Change To Ensure Is Success: A Longitudinal Study, Pauline Ash Ray, Wenli Wang, Jerry Cha-Jan Chang, Geoffrey Hubona
Management Of Change To Ensure Is Success: A Longitudinal Study, Pauline Ash Ray, Wenli Wang, Jerry Cha-Jan Chang, Geoffrey Hubona
Management, Entrepreneurship and Technology Faculty Publications
This paper aims to understand the effect of management of change on the success of information system (IS) implementation. Drawing on change management research and self-determination theory, a research model is developed. Data collected from a longitudinal field survey before, during, and after an enterprise-wide IS implementation are analyzed to test the proposed hypotheses. The results indicate that management of change can be used to increase readiness for change and end-user computing satisfaction during and after the implementation. Readiness for change positively impacts satisfaction during an implementation but not after. Contrary to the literature, No significant relationship exists between resistance …
How Satisfaction Modifies The Strength Of The Influence Of Perceived Service Quality On Behavioral Intentions, Shyh Jane Li, Yu-Ying Huang, Miles Yang
How Satisfaction Modifies The Strength Of The Influence Of Perceived Service Quality On Behavioral Intentions, Shyh Jane Li, Yu-Ying Huang, Miles Yang
Faculty of Business - Papers (Archive)
Purpose: The existence and form of interaction effects between service quality and satisfaction are still uncertain. The main purpose of this study is to examine whether satisfaction moderates the relationship between service quality and behavioral intentions. Design/methodology/approach: A structured questionnaire was distributed to the out-patients of 12 regional hospitals (the middle level) in Taiwan. Findings: The findings show that the forms of moderators played by satisfaction are not always the same under different dimensions of service quality (i.e. reliability, responsiveness, assurance, and empathy). Satisfaction positively moderates the influence of reliability/empathy on behavioral intentions, but negatively moderates the relationships between responsiveness/assurance …
Air Travellers Can't Get No Satisfaction - But It Doesn't Make Them Less Loyal, Sara Dolnicar
Air Travellers Can't Get No Satisfaction - But It Doesn't Make Them Less Loyal, Sara Dolnicar
Faculty of Business - Papers (Archive)
Is it the comfort of the seats, the high standard of the food or the friendliness of the cabin crew that has us using the same airline time after time?
Customer Satisfaction Measurement For The State-Owned Banks In The Developing Countries - The Case Of Bangladesh, Muhammad Saifuddin Khondaker, Monir Zaman Mir
Customer Satisfaction Measurement For The State-Owned Banks In The Developing Countries - The Case Of Bangladesh, Muhammad Saifuddin Khondaker, Monir Zaman Mir
Faculty of Commerce - Papers (Archive)
Customer Satisfaction has become an imponant aspect of measuring performance. particularly for the banking and finance industry. As most banks and finance organizations offer Similar products and services. Improving customer satisfaction and loyalty is the most important factor in maintaining as well as increasing market share for these organizations. Customer satisfaction is a grossly neglected area for performance measurement in almost all Least Developed Countries (LDCs) and Bangladesh is no exception. Like most LDCs. Bangladesh is also com:ng under pressure from the IMF. World Bank. ADB. etc. to reform its inefficient financial sector. Anecdotal evidence suggests that state·owned commercial banks …
A Theory Of Mental Credit, Jason Soll
A Theory Of Mental Credit, Jason Soll
CMC Senior Theses
Many philosophical subjects attempt to analyze the basis of human welfare. Theories of desert, distribution of property, and happiness tend to dominate philosophical discourse. Mental credit, which is the mental acquisition of credit for one’s accomplishments and the satisfaction one derives from this credit, is absent from this discourse despite its underlying role in the way people think about their lives. Mental credit is an eternal cognitive good that deserves thoughtful attention and pious decisions for implementation. The following theory of mental credit seeks to serve as a unifying theory for the mental calculations that guide life’s most imperative decisions, …