Purpose–The purpose of this paper is to describe and understand dimensions of cultural activity involvement and the relationship between cultural activity involvement and behavioural loyalty. Design/methodology/approach–Semi-structured in-depth interviews with 47 customers of a theatre were held. Findings–The study shows that the concept of cultural activity involvement consists of six dimensions: attraction, centrality, self-expression, social bonding, cultural transmission and financial contribution. Three customer segments are taken into consideration according behavioural loyalty levels: incidental spectators, interested participants and the core audience. There are large differences between the three customer segments regarding cultural activity involvement. Research limitations/implications–Introspection might have decreased the reliability. As the study is a case study, problems with external validity are recognised. Practical implications–Given the decline of subsidies in the arts world, it becomes more important to attract more visitors and to increase spending. Performing arts organisations might attract more visitors in case they provide additional services which enable cultural transmission. Moreover, the study shows that certain visitors are willing to contribute additional money to the arts. Originality/value–Current studies about leisure involvement focus on recreation and distinguish four dimensions of involvement. This study focuses on cultural activity involvement and explores these four dimensions, but also shows there are two new dimensions. This study contributes to a further understanding of the relationship between cultural activity involvement and behavioural loyalty.
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The purpose of this study is to provide a better insight into the impact of rebranding on stakeholders; the case for this study is the rebranding of the Hotel Management School (HMS). This research has explored how the stakeholders have experienced rebranding and how the rebranding has affected the brand identity, image and loyalty. A qualitative research method was used and data was gathered conducting semi-structured, face-to-face interviews with the students, staff and industry partners. The data illustrates that due to effective internal communication the employees were not affected by the rebranding. Nevertheless, the brand identity, image and loyalty did not have the same effect on the students and industry partners. Thus, it is recommended that HMS pay more attention to improving the communication, rebuilding and expansion of the brand identity.
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This study investigates customers’ perceptions of the notion of corporate social responsibility (CSR) and how such perceptions influence their consumption behavioural intentions and outcomes in the hospitality industry in Bethlehem, Palestine. The research study adopted a qualitative methodology using semi-structured interviews with fifteen tourists who stayed in Bethlehem hotels. This study reveals that customers view the different dimensions of CSR in their right and stand-alone constructs. Paradoxically, our study suggests that customer’s willingness to pay and loyalty were not influenced by understanding such a distinction as responsibilities. This study further reveals that the interaction between customers’ perceptions of CSR and contextual and situational factors such as trust, transparency and service quality can determine customer behavioural responses to the hotels’ CSR orientation. The study offers recommendations on practical measures that can be undertaken to influence and enhance customers’ responses to hotels’ CSR agenda. The paper finally ends by identifying the study’s limitations and avenues for further research.
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Previous research suggests that in today’s experience economy, service is no longer the key determinant and that customer experience has taken over. However, few studies compare the relative impact of service quality and customer experiences on outcomes. The aim of this quantitative study is to examine the separate effects of service quality and customer experience on satisfaction, revisit intentions and word-of-mouth communication. Contrary to expectations, service quality has a larger effect on outcomes than customer experience. The mediation analysis shows very small indirect effect sizes, suggesting that that customer experience hardly mediates the relationship between service quality and the three outcomes. The conclusion is that measuring service quality remains essential to explaining consumer behaviour in the experience economy.
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During a service interaction, a customer should be viewed as having three distinct capacities: as a client, as a connection and as a resource. In each of these respective capacities, service (S) processes, relationship (R) processes and loyalty (L) processes create value for both customers and organizations. Satisfactory service is the minimum requirement for relationship processes to be effective and for the connection capacity to be activated. Likewise, high relationship quality is a minimal condition for loyalty processes to be effective and for the resource capacity to be activated. After presenting the measurable and actionable dimensions of relationship quality, I explain the difference between service processes and relationship processes. According to the service integrated relationships (SIR) framework, when relationship processes are integrated with existing service processes: (a) relationship quality improves; (b) loyal customer behaviours are evoked; and (c) service satisfaction improves. I conclude by discussing implications of the SIR framework for organizational systems and service employees.
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This text is structured as follows. Section 1 concerns the background to this public lecture: the fact that social participation is becoming increasingly important in our society. This is evident, for example, from the way we are evolving from a protective welfare state into an activational, participative society. This development has consequences for the social sector and therefore also for the professionals who work in it. Social work professionals are not necessarily expected to identify or solve participation problems; they are seen as intermediaries who enable citizens to take responsibility themselves. Social work professionals are therefore expected to provide the individual applicant with less direct support and to focus more on strengthening the social networks of people and the social contexts in which they find themselves. Section 2 connects sections 1 and 3, but may also be read independently. It is about the fact that social work professionals are not yet in the habit of providing systematic insight into the results of their actions, while policy makers, for example, are increasingly looking to them precisely for this. First of all, I set out the reasons why it is so important to make the products of their interventions more visible, not only to policy makers, but also to social work professionals themselves and to the customers/citizens who depend on them. Secondly, I set out how the results of social interventions can be made more visible than they are at present; and what research can contribute. In this, I advocate a change in thinking: from thinking in terms of the evidence to thinking in terms of the evident. This argument forms the basis of the type of research that is being taken up from within the research group. In section 3, I describe a number of research projects that will be conducted during my tenure. I also set out the main proposition of this address, which states that social work professionals should do more with the knowledge that peoples behaviour is determined to a significant degree by contexts. In particular, social contexts could play a bigger role in promoting citizen participation. At present, social work professionals normally intervene directly in peoples behaviour, such as with therapies for combating problem behaviour. Interventions in a broader, social, context are rare. Why is this? And couldnt citizen participation be more effectively promoted by these means than through direct behavioural interventions? I put forward four propositions in this regard, and explain each of them in reference to one of the current research projects within the research group. With this, in combination with the general outlines of the research presented in section 2, I hope to provide a clear and inspiring overview of the research that will be carried out within the research group in the coming years. Finally, in section 4, I will discuss the significance of the research group to the faculty of Society and Law at Hogeschool Utrecht University of Applied Sciences, and to parties outside of Hogeschool Utrecht University of Applied Sciences.
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New Dutch agrifood business models are emerging in response to economic, social and ecological pressures: new players arrive, new logistical pathways come to the fore and innovative consumer and farmer relationships – food coöperatives – are forged. How do new business models relate to reconfiguring the Dutch agrifood system? Our research combines future exploration (backcasting) and analysis of new business models. We developed three agrifood transition scenarios with various groups of stakeholders. For each scenario, we then analysed a specific, representative business model to explore the different roles of business models in agrifood transition. Business models in the “Added value in and with the countryside” already exist and occupy a niche in the market. However, a breakthrough of these business models require large-scale institutional and behavioural change. Business models in the “New products, specific markets” exist but are rare. They usually concern high-value specialist products that could result in widespread market change, but might require little institutional change. The “Sustainable production methods” most resembles the current system. Some associated business models become successful, but they have difficulty distinguishing themselves from conventional produce, which raises questions about whether business models are able to drive a transition in this direction. Thus, our results lend credence to the hypothesis that different transition pathways offer specific potential for and requirements of new business models.
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A reflective practitioners'anlaysis of student responses to ethical issues encountered during a workshop on International Business. The research was conducted with 1st year students of Bedrijfsmanagement MKB. The papaer reviews the literature and makes recoomendations for the business studies curriculum.
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This paper assesses the impact of perceived HRM practices on organisational citizenship behaviour (OCB) and whether leader membership exchange (LMX) mediates this relationship. The required research data were retrieved from four different departments within a logistics and supply chain management organisation. The results show that there is a significant relationship between the HRM practices as perceived by a subordinate and their level of organisational citizenship behaviour. The relationship that subordinates have with their frontline manager (LMX) acts as a significant mediator. In the final section, of this paper the findings are discussed and recommendations for future research and practical implications are given.
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