Business, Enterprise & Management

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Setting Service Standards for Local Government Reception Services
(MCB UP Ltd, 1994) Donnelly, Mike; McMullan, Ciaran
Analyses the number, distribution and nature of enquiries made at Stirling District Council's central reception and the times taken by staff to deal with them satisfactorily in order to measure meaningful service standards. A survey of customers was conducted to try to establish a profile of the users of the reception service. With the aid of queuing theory, tries to obtain a better understanding of the way in which reception service quality target levels can be defined, measured, monitored and improved.
Complaints handling and staff training by UK food retailers
(MCB UP Ltd, 1997) Leighton, Caroline; Bent, Richard
Complaints handling is now a marketing tool for retailers. Intense competition within the food retail sector makes it an area for retailers to gain competitive advantage. However, the commitment to complaints handling through employee training is a largely unexplored area. Describes how an in-depth questionnaire was used to survey UK multiple food retailers regarding the existence of complaints procedures; aspects of training such as prevalence, frequency, hours and methods; and the authority to resolve complaints in relation to employee status. Customer and staff communication, as part of the complaints handling process, was also investigated. Seven retailers took part in the survey and included a cross-section of retailers (including one of the major multiples), based on number of branches. Reports the results, which showed that all the food retailers had some form of training. However, this varied with employee status. Generally, training was not given frequently in a formal manner, but on an ad hoc basis. Authority to resolve complaints appears to lie still with senior staff, although customer and staff communication facilities appear to exist. Argues that complaints handling can be effective only with appropriate staff training at all levels.
Staff motivation in small food manufacturing enterprises
(MCB UP Ltd, 1999) Bent, Richard; Seaman, Claire; Ingram, Arthur
Examines the factors which affect staff motivation and satisfaction in small food businesses. Explores previous theories of motivation. Thirty-eight small food processing and manufacturing companies in Scotland formed the sample. Interviews and open-ended semistructured questionnaires were employed in the research. Results emphasise the importance of the management style of the owner/manager particularly when it comes to factors such as ``lack of appreciation'', ``poor communication'' and ``training''.
Destination and marketing system strategies in Scotland and Ireland: an approach to assessment
(Cognizant Communication Corporation, 1999) Frew, Andrew J.; O'Connor, P.
This article examines, compares, and contrasts the experience of Scotland and Ireland in their attempts to implement a DMS. Scotland's vision is shown evolving through three distinct waves over more than a decade with rather mixed results, whereas Ireland has, with some apparent success, produced both an initial and a reengineered version of their DMS approach, Gulliver, within a 5-year period. Comparisons are made between the two approaches in terms of technical structure/architecture, funding, and ownership/management and interorganizational issues. The philosophy adopted by the two regions is also explored, and reference is made to the wider European context and selected other DMS projects. Key issues deriving from work of researchers and commentators is examined alongside those emerging from current system implementation. The article concludes by presenting some core system attributes and problems related to implementation and considers some perceived success factors by means of a preliminary assessment framework.
Staff motivation in small food manufacturing enterprises (2): the perceptions of owners and managers
(Emerald, 2000) Bent, Richard; Seaman, Claire; Ingram, Arthur; Forbes, Claire
Earlier work examined the factors that affected staff motivation and satisfaction in small food businesses, focusing on staff whose roles did not include overall responsibility for the firm. As part of this work, 38 small food processing and manufacturing companies in Scotland were recruited and data collected using interviews and questionnaires. In order to examine the topic in greater detail and to offer a more complete perspective, the owners and/or managers of the 38 firms were interviewed and the results presented here as a contrast. Results highlighted differences in perception between the owner/managers and those staff who took part in the earlier data collection.
A critical analysis of tourism information technology research
(Springer, 2000) Frew, Andrew J.
Information Technology and Tourism: A Research Agenda
(Cognizant Communication Corporation, 2000) Frew, Andrew J.
This article describes an attempt to bring together the tourism information technology research literature and provides an initial critical analysis. Literature sources were restricted to refereed/reviewed research work in this domain and from which significant themes, trends, and issues were derived. Within the identified contextual boundaries, definitions, and resource constraints, some preliminary analyses and interpretation are offered. The findings illustrate that in the 6 years of 1994-1999 inclusive there has been a sustained level of research activity with the principal sources being the UK, Germany, Austria, and the US. Significant efforts have been focused on tourism information systems, electronic distribution and commerce, and diverse Web-based developments. The implications of the mismatch between actual areas of research activity identified in the findings and those forecast by earlier studies are considered.
Evaluating electronic channels of distribution in the hotel sector: a Delphi study.
(Cognizant Communication Corporation, 2000) Frew, Andrew J.; O'Connor, P.
This article is based on the findings of the initial rounds of a Delphi study that focused on identifying a potential range of methods to help hotels both select and evaluate electronic channels of distribution. A review of the background to both electronic distribution in the industry and hotel distribution in particular is provided, highlighting important issues for hoteliers. The work demonstrates the need for and potential utility of a channel evaluation methodology. Construction of the Delphi and the selection process for participants is described along with key findings and interim conclusions.
SMEs in European tourism: the virtual enterprise model of intervention.
(2000) Frew, Andrew J.; Davenport, E.
Discusses the use of an IT approach known as the virtual enterprise model to improve regional presence and economic growth for small firms in the European tourism industry
Hospitality information technology
(Butterworth Heinemann, 2000) Frew, Andrew J.
Are Children Seeing Through ITC Advertising Regulations?
(World Advertising Research Center, 2000) Preston, Chris
Television advertising in the UK is regulated by the Independent Television Commission (ITC) who have published guidelines for advertisers regarding, among other things, the manner whereby advertisements may communicate with children. This paper aims to illustrate that children of ten and eleven years of age are able to understand the meaning of a selection of regulations, and are able to recall advertisements that they believe to be in contravention of ITC guidelines for a variety of reasons.
Information and Communications Technology Research in the Travel and Tourism Domain: Perspective and Direction
(2000) Frew, Andrew J.
This article explores the research corpus emerging through the application and interaction of information and communications technologies (ICT) with tourism. The purpose is to place such research within current perceptions of this overall ICT area, giving a framework through which to position a perspective and to offer both the prospect of a rational foundation and a catalyst for further applied research-a research agenda.
The Problem with Micro-Marketing
(2000-07) Preston, Chris
Will a shift toward micro-marketing, away from creative advertising, erode underlying motivation to consume?While traditional media advertisements are designed to appeal to a particular audience, each of us is constantly amid a veritable sea of advertising that has not been designed for us, whether due to the nature of the message or the goods or services being advertised. They act as a constant reminder of consumption of one kind or another. They represent a mass.Micro-marketers take a dim view of this aspect of advertising, citing it as wasteful in comparison to highly targeted communications wherein the individual or family unit becomes the focus of marketing activity. They do not stop to consider the cumulative effect of creative advertising on primary demand. Nor do they realize that internet advertising is essentially sales promotion elevated by the utilization of computer technology and that retail point-of-sale promotions are merely targeted price promotion.In light of current commercial adoption of micro-marketing philosophy, the advertising industry requires to calculate the effect of a diminution of its output upon the motivation of society to consume. It is foolhardy to assume that without the motivating push of creative advertising such consuming behavior will persist at current or projected levels. [ABSTRACT FROM AUTHOR]
Internet Marketing and Consumer Motivation to Consume
(2001) Preston, Chris
The transformation of tourism distribution channels through information technology
(Continuum, 2001) Buhalis, D.; Frew, Andrew J.; O'Connor, P.; Buhalis, S.; Laws, E.
Researching Academic Writing within a Structured Programme: insights and outcomes
(2001-03) Morss, K.; Murray, Rowena
In spite of the contemporary emphasis on publishing to enhance individual and institutional profiles, there is little in the British literature on the nature and process of academic writing. Nor is there sufficient research or support for academics aiming to improve quality and productivity in writing. The Writing for Publication (WfP) programme described in this article aims to enable academic writers to improve their public output. Evaluation of the programme provides evidence of success in terms of 'hard' outcomes, such as journal publications and conference presentations, and 'soft' outcomes such as increased confidence and motivation, improved strategies for productive writing and increased self-knowledge through reflection. There is also an observed impact on local research cultures. Monitoring of individuals throughout the programme provided data on academic writing processes. This research suggests that a structured programme in writing development can enable academics to improve their written output and writing process.
The impact of breed type, sex, method of rearing, winter nutrition and subsequent grazing treatment on the rate of carcass cooling and eating quality of beef
(Emerald, 2002) Seaman, Claire; Hunter, E. A.; Hinks, C. E.; Hughes, A. H.; Lowman, B. G.
Cattle from three cohorts were followed from rearing to slaughter in a lifetime study of the factors affecting the quantity and quality of saleable meat produced. The cattle were from either Hereford or Charolais sires, were either heifers or steers and were either bucket reared or suckled. Winter feeding treatments were imposed using different levels of concentrates in combination with ad lib grass silage. During the following summer the cattle grazed pastures with two different grass heights. A portion of the cattle were slaughtered at turnout (May), and during June/July, August, September, November and the following April. The present paper reports studies of carcass cooling characteristics and the eating quality of the meat. Immediately after slaughter, in commercial abattoirs, probes were attached to the carcasses and the temperature was monitored for approximately 36 hours. Although considerable variation was observed in cooling rates this could not be attributed to animal production factors. However, a weak relationship was observed with condition score (fat content) measured on the live animal immediately prior to slaughter. Carcasses from animals with higher condition scores cooled more slowly. The eating quality of the meat was assessed by a consumer panel consisting of staff and students from Queen Margaret University College. Although large differences in eating quality were recorded, these differences could not be attributed to animal production factors. Beef producers should therefore maximise production of saleable meat from each animal whilst minimising the cost of so doing.
Complaints procedures in local government : informing your customers
(Emerald Group Publishing Limited, 2002-01) Brennan, Carol; Douglas, Alex
Recently, the British Standards Institution (BSI) issued a new standard: BS 8600:1999 Complaints Management Systems - Guide to Design and Implementation. This standard tends to focus on those systems and procedures that organisations put into motion after a complaint has been received. However, for many customers, particularly of large organisations such as local government services, the problems begin with knowing how to gain access to the complaints system. In the public sector this visibility usually takes the form of some kind of information leaflet which should detail certain basic information that will allow customers to access the complaints system. This paper develops a framework for an effective customer complaints information leaflet and then evaluates Scottish councils' corporate complaints information brochures against this framework to determine whether or not they meet its acceptance criteria for effectiveness. Each leaflet was evaluated against 12 points of good practice developed from both Central Government's guidelines and the new British Standard guidelines. The results showed that although a majority of them met many of the framework criteria, a significant proportion fell well short of what would be deemed acceptable.
The future of hotel electronic distribution: Expert and industry perspectives
(2002-06-01) O'Connor, P.; Frew, Andrew J.
Consumer Support Networks : improving consumer advice in the UK
(Blackwell Publishing Ltd, 2002-09) Brennan, Carol; Gallagher, Kelly
In 1999, Central Government launched an initiative to establish Consumer Support Networks (CSNs) throughout Scotland, England and Wales. The purpose of the networks is to improve access to high quality consumer advice services. Information and advice agencies will join together to provide expert, accurate and timely advice for consumers. By April 2002, 191 networks had been established covering in excess of 99% of the population. Only one local authority area in England has yet to establish a network. This paper reviews the development of consumer information and advice provision in the UK and considers the context for establishing CSNs. It also examines the need for consumer advice, the role of Central Government and the quality framework. Each CSN will conduct a gap analysis and assess the need for consumer advice in the local area. This will enable the network to develop a good understanding of consumers in the area and to take a more strategic approach in planning service developments to meet the identified needs. Consumer Support Networks aim to improve the provision of consumer information, education and advice. The literature suggests that consumers who are well educated regarding their rights are empowered through an increased ability to exercise them. Clearly branded advice services, marketed effectively to the public should result in higher levels of consumer awareness and, consequently, improve access to services. It is also expected that better flows of information between agencies will result in greater protection for consumers. Sharing 'best practice' nationwide should stimulate service improvements throughout.