Corporate heritage brand insight from John Lewis

Purpose: This paper studies the relationship between corporate heritage brand identity and customers satisfaction of John Lewis Partnership (JLP) which is one of the most successful British retail heritage brands internationally. We conceptualize and address the key factors of corporate heritage brand identity which includes brand price, quality, design, and symbol. It examines the corporate heritage brand experience of JLP customers through which corporate heritage brand identity influence its customers’ satisfaction. We also established the moderating role of word of mouth (WoM) on these relationships. Design/methodology/approach: An Online and observation surveys targeting over than 6000 customers in some five main cities in England (London, Manchester, Liverpool, Leicester and Southampton) used in this study, A (596) survey success responses collected from JLP stores, shopping centres, and public places within the United Kingdom, in addition to that, approaching all JLP online customers and followers to their social media applications and their website. Findings: The results confirmed the importance of heritage brand identity to reach for a powerful heritage brand satisfaction. The relation becomes stronger once corporate heritage brand experience considered as mediation between identity and satisfaction. Research limitations/implications: This study was implemented on a single at the retail sector in the United Kingdom, were still the management strategy had huge restrictions to represent the heritage identity and involve the academic sector to test it or represent it. Practical implications: The corporate heritage brand identity dimensions that were tested in this study gives the brand managers a clear picture in how to represent their heritage brand to the market, while the negative effect of word of mouth on the relation between the corporate heritage brand identity and brand experience is a reasonable indicator of lack communication between the heritage brand and the customers which need more attention from the heritage corporation to consider to sustain their brand on the market. Originality/value: This paper identifies the distinct characteristics of corporate heritage brand identity dimensions that must be taken into account to get a powerful brand experience and sustain the brand satisfaction on the market. Keywords Corporate heritage brand identity; Corporate heritage brand; Brand strategy; Brand experience; Word of mouth; Satisfaction Paper Type - Research Pape

Artificial Intelligence and customers service in banking: the bank of the future Monzo

Purpose: Our research studies the impact of artificial intelligence (AI) banking service innovation on Y-generation customers’ lifestyle. Recently financial technology (FinTech) applications have attracted large demand for mobile banking users targeting youth generation by using smartphone apps banking services. This research focuses on the banking service innovation using AI and its impact mobile banking customers, young generation customers in particular. The FinTech applications developers monitored all their customer expenses using these financial wallets to monitor their life-style and daily expenses data. The financial service innovation makes life easier and convenient for customers, but it helps several companies to monitor the youth generation interest and data. These data could have been used in an unethical way without their awareness and consents. There is an urgent requirement to understand this phenomenon and improve more regulations to improve the security and ethical standard for such data and regulate these financial technology wallets. The study considered artificial intelligence security, risk and ethics as a moderator for these relationships. Monzo is one of the famous financial technology platforms which announce that 55K users apply for their wallet in weekly bases, moreover, they are targeting the youth generation. It was founded since 2015 which power progressing business within 2018 and 2019. This case is one of the main popular financial technology platforms in the United Kingdom which this study adopted. More than 1 million new customers join Monzo last year, and the customer deposits increased by 390miion pound with the last year 2018/2019 which reflect the demand from customer side to use such technology. Design/methodology/approach: A research framework was developed based upon thorough literature review on artificial intelligence and banking service innovations. The Data of this study will be targeting on over than 8000 youth users in the United Kingdom using social media platforms such as Facebook, Instagram and Snapchat. Online questionnaires targeted to be active to discover how artificial intelligence financial applications leads to service addiction through social influence and service innovation. The moderating role AI risks and security and AI ethics will also be analysed in this study. Findings: The results will reveal how AI platforms controlled youth generation life-style by attracting them to use such financial wallet. The results will reflect the impact of AI within the coming years on government regulations to avoid any risk and to build security for customer data through having data protection. The results will also be addressing the role of the government and society to control these companies’ data by having an ethical agreement for data protection. Practical implications: The study aims to help the regulators to build rules for avoiding any risk and to have data protection for Y – generation lifestyle expenses. Moreover, to build a rule for Financial Technology companies to protect their data and regulate their service. It will reflect how the government bodies need to control the artificial intelligence of the innovated banking service big data which could use unethically regarding customer lifestyle and personal information’s. Originality/value: This paper designs a conceptual framework to determine how financial technology applications using artificial intelligence techniques could impact Y-generation life-style data. This paper is one of a few studies, which focus on the importance of Fintech AI platforms toward the business environment. At the same time, how AI ethics rules need to be set up by governments to avoid any risk and build data protection for youth generation users. This is an example of a case study that attempts to target Y-generation on daily bases to attract them using such intelligence platform on their daily bases. Keywords: Fin-tech, Artificial intelligence, service addiction, social influence, AI ethics, AI risk and security, Monzo Paper type: Research pape

Corporate heritage brand identity, customer experience and satisfaction: the case study of John Lewis Partnership

This thesis was submitted for the award of Doctor of Philosophy and was awarded by Brunel University LondonPurpose: This research studies the relationship between corporate heritage brand identity and customer satisfaction of John Lewis Partnership (JLP) which is one of the most successful British retail heritage brands internationally. It conceptualizes and addresses the key factors of corporate heritage brand identity including brand price, quality, design, and symbol. It examines the corporate heritage brand experience of JLP customers through which corporate heritage brand identity influences customer satisfaction. It also establishes the moderating role of brand innovation, word of mouth and multiple time dimensions on these relationships. Design/methodology/approach: A conceptual framework of corporate heritage brand identity is developed from the literature review. To improve the validity of this study, semi-structured interviews were carried out with JLP managers, senior partners and their loyal customers recommended by JLP. These interviews have verified and advanced the hypotheses informed from the reviewed literature. This study mainly adopts the quantitative survey research method approach to test the conceptual framework. An online questionnaire was sent to JLP customers through social media channels such as Facebook, Twitter, and LinkedIn. Off-line paper-based survey questionnaires were collected from customers in JLP stores located in five cities in the UK (London, Manchester, Liverpool, Leicester and Southampton). In total, a sample of 596 clean questionnaire responses were collected and used for this study to test the developed hypotheses. Findings: Data analysis results have confirmed the dynamic and essential role of heritage brand identity on attaining and sustaining customers’ satisfaction of a corporate heritage brand from the retailing industry in the UK. The results revealed that corporate heritage brand identity dimensions (price, quality, design and symbol) are effective in representing the strength of corporate heritage brand identity. The confirmed that the dimensions of the corporate heritage brand identities of this study are indicating positive impacts on corporate heritage brand experience according to the data analysis results. The findings also suggest that these brand experience dimensions (sensory, affective, behavioural and intellectual) have a positive influence on improving customer satisfaction. Additionally, brand innovation and the time stream in this study strengthens the relation between corporate heritage brand identity and corporate heritage brand experience. Furthermore, word of mouth and the prospect future of a corporate heritage brand are of significance to improve customers’ satisfaction through positive heritage brand experience. Originality/value: This is one of the few attempts to develop a conceptual framework of corporate heritage brand identity. The conceptual framework has confirmed the multiple dimensions of corporate heritage brand identity (including brand price, quality, design and symbol) and their impact on customers’ experience and satisfaction. This study also identified the moderating role of brand innovation, word of mouth and multiple time dimensions on the relationships between corporate heritage brand identity and customers’ experience and satisfaction. This is one of the first attempts to study corporate heritage branding management in the retailing industry sector. Managerial implications: The corporate heritage brand identity dimensions identified from this study have the potential to help brand managers develop and augment their corporate heritage brand management strategy, especially for the retailing industry as revealed in this study. Marketers and brand managers need to be aware of their corporate heritage brand treats such as price, quality, design and symbol to satisfy and sustain their customers. The findings reflect the importance of sustaining the traits of corporate heritage brand and being responsive and innovative to the market on time. Additionally, the fundamental function of Word of Mouth (WOM) in extending the communication channels between a brand and customers. The findings confirmed that Time Streams have a central role in demonstrating the identity and sustainability of a corporate heritage brand

Crafting the forever now: corporate heritage brand innovation at John Lewis Partnership

Being innovative and adaptive to changing business environment fosters and sustains the success of corporations with heritage. Our article addresses the insights of the innovation strategy of John Lewis Partnership (JLP) as a corporate heritage brand and reveals that strategic innovation the key strand of JLP's brand heritage, which has contributed to the continuous success of JLP for over a century. Developed from the S-curve innovation theory, we have developed a corporate heritage brand innovation process framework with four stages: invention, sustainability, expansion, and extension. Our research confirms that S-curve innovation theory can be applied to scrutinize organizational innovation of corporations with heritage bran

Corporate heritage brand traits and corporate heritage brand identity: the case study of John Lewis

Purpose: This paper studies the corporate heritage brand traits and corporate heritage brand identity by concentrating on developing key dimensions for the corporate heritage brand dimensions in the retailing industry in the UK. This study advances the corporate brand heritage theory and introduces the theory of corporate heritage brand identity which is developed from the Case Study of John Lewis – one of the most respected and oldest retails in the UK established in 1864. Design/methodology/approach: This empirical study has adopted a theory building case study using qualitative data. It utilises semi-structured interviews that were organised and managed by John Lewis heritage centre in Cookham. Fourteen participants were involved in this study. The analysis of data was analysed using Nvivo.11 Software to set the main themes and codes for this study framework. Findings: This study identifies Balmer's (2013) corporate heritage brand traits that are essential to be considered for the corporate heritage brands in the retailing industry to sustain their innovativeness and competitiveness. The findings of the case study informed the four dimensions of corporate heritage brand identity which include Price, Quality, Symbol and Design. The findings are incorporated into a theoretical framework of corporate heritage brand identity traits. Practical implications: The discussed traits of this study can help brand senior management to enhance their corporate heritage reputation and sustainability through maintaining these (four) traits over their brand, and inform their brand stakeholders about their brand heritage success. Originality/value: This is one of the few attempts to develop a research framework of corporate heritage brand identity. This framework suggests four dimensions of corporate heritage brand identity traits including brand price, quality, design and symbol. This is one of the first attempts to study corporate heritage branding management traits in the retailing industry sector. Keyword: corporate heritage, brand traits, John Lewis, corporate heritage brand identity, retail. Paper type: Research pape

Impact of opioid-free analgesia on pain severity and patient satisfaction after discharge from surgery: multispecialty, prospective cohort study in 25 countries

Background: Balancing opioid stewardship and the need for adequate analgesia following discharge after surgery is challenging. This study aimed to compare the outcomes for patients discharged with opioid versus opioid-free analgesia after common surgical procedures.Methods: This international, multicentre, prospective cohort study collected data from patients undergoing common acute and elective general surgical, urological, gynaecological, and orthopaedic procedures. The primary outcomes were patient-reported time in severe pain measured on a numerical analogue scale from 0 to 100% and patient-reported satisfaction with pain relief during the first week following discharge. Data were collected by in-hospital chart review and patient telephone interview 1 week after discharge.Results: The study recruited 4273 patients from 144 centres in 25 countries; 1311 patients (30.7%) were prescribed opioid analgesia at discharge. Patients reported being in severe pain for 10 (i.q.r. 1-30)% of the first week after discharge and rated satisfaction with analgesia as 90 (i.q.r. 80-100) of 100. After adjustment for confounders, opioid analgesia on discharge was independently associated with increased pain severity (risk ratio 1.52, 95% c.i. 1.31 to 1.76; P < 0.001) and re-presentation to healthcare providers owing to side-effects of medication (OR 2.38, 95% c.i. 1.36 to 4.17; P = 0.004), but not with satisfaction with analgesia (beta coefficient 0.92, 95% c.i. -1.52 to 3.36; P = 0.468) compared with opioid-free analgesia. Although opioid prescribing varied greatly between high-income and low- and middle-income countries, patient-reported outcomes did not.Conclusion: Opioid analgesia prescription on surgical discharge is associated with a higher risk of re-presentation owing to side-effects of medication and increased patient-reported pain, but not with changes in patient-reported satisfaction. Opioid-free discharge analgesia should be adopted routinely

Reducing the environmental impact of surgery on a global scale: systematic review and co-prioritization with healthcare workers in 132 countries

Background Healthcare cannot achieve net-zero carbon without addressing operating theatres. The aim of this study was to prioritize feasible interventions to reduce the environmental impact of operating theatres. Methods This study adopted a four-phase Delphi consensus co-prioritization methodology. In phase 1, a systematic review of published interventions and global consultation of perioperative healthcare professionals were used to longlist interventions. In phase 2, iterative thematic analysis consolidated comparable interventions into a shortlist. In phase 3, the shortlist was co-prioritized based on patient and clinician views on acceptability, feasibility, and safety. In phase 4, ranked lists of interventions were presented by their relevance to high-income countries and low–middle-income countries. Results In phase 1, 43 interventions were identified, which had low uptake in practice according to 3042 professionals globally. In phase 2, a shortlist of 15 intervention domains was generated. In phase 3, interventions were deemed acceptable for more than 90 per cent of patients except for reducing general anaesthesia (84 per cent) and re-sterilization of ‘single-use’ consumables (86 per cent). In phase 4, the top three shortlisted interventions for high-income countries were: introducing recycling; reducing use of anaesthetic gases; and appropriate clinical waste processing. In phase 4, the top three shortlisted interventions for low–middle-income countries were: introducing reusable surgical devices; reducing use of consumables; and reducing the use of general anaesthesia. Conclusion This is a step toward environmentally sustainable operating environments with actionable interventions applicable to both high– and low–middle–income countries

Reducing the environmental impact of surgery on a global scale: systematic review and co-prioritization with healthcare workers in 132 countries

Abstract Background Healthcare cannot achieve net-zero carbon without addressing operating theatres. The aim of this study was to prioritize feasible interventions to reduce the environmental impact of operating theatres. Methods This study adopted a four-phase Delphi consensus co-prioritization methodology. In phase 1, a systematic review of published interventions and global consultation of perioperative healthcare professionals were used to longlist interventions. In phase 2, iterative thematic analysis consolidated comparable interventions into a shortlist. In phase 3, the shortlist was co-prioritized based on patient and clinician views on acceptability, feasibility, and safety. In phase 4, ranked lists of interventions were presented by their relevance to high-income countries and low–middle-income countries. Results In phase 1, 43 interventions were identified, which had low uptake in practice according to 3042 professionals globally. In phase 2, a shortlist of 15 intervention domains was generated. In phase 3, interventions were deemed acceptable for more than 90 per cent of patients except for reducing general anaesthesia (84 per cent) and re-sterilization of ‘single-use’ consumables (86 per cent). In phase 4, the top three shortlisted interventions for high-income countries were: introducing recycling; reducing use of anaesthetic gases; and appropriate clinical waste processing. In phase 4, the top three shortlisted interventions for low–middle-income countries were: introducing reusable surgical devices; reducing use of consumables; and reducing the use of general anaesthesia. Conclusion This is a step toward environmentally sustainable operating environments with actionable interventions applicable to both high– and low–middle–income countries

Creative brand design influences on John Lewis customer experience

This study examines the relationship between corporate heritage brand design identity and customer experience of John Lewis Partnership (JLP), one of the most successful British retail heritage brands. The research addresses the key factors of corporate heritage brand design identity including modernity, uniqueness and creative style and the impact of these factors on customer experience. The findings establish the moderating role of brand innovation on the relationship between corporate heritage brand design dimensions and customer experience. The paper examines the customer experience of the John Lewis brand through which corporate heritage brand design influences customer satisfaction. An online survey targeting over 6000 customers in five main cities in England is used in this study, in addition to a 596-respondent survey undertaken in JLP stores, shopping centres, and public places within the United Kingdom. Finally, data from JLP online customers and followers to their social media channels contribute to this analysis. The results confirm the impact that heritage brand design identity has on attaining and sustaining customer satisfaction apropos an established UK corporate heritage retail corporate brand. The outcomes confirm that corporate heritage brand design identity represented through a creative design sustains the brand and acts as a bearer of brand ethos down the years. It also confirms that creative heritage brand design has a positive impact on customer experience. Furthermore, brand innovation has a significant impact on the relationship between corporate heritage creative brand design and customer experience. This study is one of the few empirical studies to introduce a theoretical framework vis-a-vis corporate heritage brand design identity and is also one of the first studies on corporate heritage brand management in the retail sector. This study confirms the proposition that creative design has the potential to help brand managers develop and augment their corporate heritage brand management strategy, especially in the retail sector. Marketers, designers and brand managers need to be aware of corporate heritage brand design traits that can be highly meaningful for their heritage products