12 research outputs found
Hospitality retail operations types and styles in the management of human resources
This article explores the relationship between the service operation type adopted by organisations and the style of human resource management (HRM) which best fits with it. The degree of standardisation and the level of tangibility in the service offer are shown as being the critical âstrategic driversâ of this process. Four distinct operations types are identified and four corresponding âidealâ HRM styles are introduced. Within hospitality retailing it is possible to identify that three of these operations types are prevalent. Three short case studies, of well-known exponents in the hospitality industry of these types, are utilised to explore the extent to which their actual HRM styles correspond to the ideals outlined
Nationale Kundenzufriedenheitsindizes als Informationsgrundlage des Dienstleistungsmanagements â Eine kritische Bestandsaufnahme
Exploring the online bidderâs repurchase intention: a cost and benefit perspective
[[abstract]]The success of online auctions is founded on bidders enjoying shopping benefits and on creating biddersâ loyalty. This study investigates the importance of biddersâ repurchase intention along with the corresponding cost and benefit aspects. Therefore, this study integrates transaction cost economics and expectancy confirmation theory to understand the determinants of biddersâ repurchase intention in online auctions. We collected data from a survey questionnaire, and a total of 594 valid questionnaires were analyzed. Partial least squares structural equation modeling was used to assess the relationships of the research model. The findings show that satisfaction has a significant influence on biddersâ repurchase intention, while transaction cost is negatively associated with repurchase intention. Biddersâ satisfaction is determined by confirmation and by the e-service quality of both auctioneers and sellers. Moreover, an auctioneerâs asset specificity and product uncertainty are positively associated with the bidderâs perceived transaction cost. The interaction frequency between bidder and seller is negatively associated with the bidderâs transaction costs. The research results provide a novel approach to understanding biddersâ benefit and cost dimensions in online auction marketplaces. Our findings could guide online auctioneers and sellers in enhancing their offerings