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Shamsul Huq Bin Shahriar, Sayed Arafat, Md. Fayjullah Khan and Mahbub Ul Islam

Abstract

Purpose of the research is to investigate service recovery strategies in case of small restaurant brands, customer perception regarding these strategies and their expectations intensely. As the study is qualitative and exploratory in nature, data were collected via in-depth interviews from duo perspective; i.e. service providers’ and customers’ perspective. The results showed that even though the managements are very cautious as regards the service recovery strategies, and customers’ complaints, but sometimes even common service recovery actions fall below the customers’ anticipations. On the other hand, restaurant those are somehow innovative with their recovery strategies; i.e. designed with a clear understanding of customers’ needs, involving customers with the recovery strategies, empowering the service staffs, emphasizing on continuous improvement and customer engagement are getting more responses in case of customer satisfaction, loyalty; and finally, ensures firms sustainability in competitive market as well.

Open access

Marcela Tittlová

Abstract

The neglect of seniors is a major problem of the society. In terms of various European documents, maltreatment is qualified as one of the forms of domestic violence. It is undoubtedly one of the latest forms we encounter in domestic violence. The generators of the attacks could be different family members as well as those who are responsible for the care of the seniors. In any case, it is a very negative social phenomenon even in the context of the constant aging of the population and in social and economic context. Seniors are a particularly vulnerable category of people, very similar to children. For this reason, this problem can be considered as an integral and inseparable part of the complex of domestic violence.

Open access

Ivana Blažková

Abstract

The paper aimed to contribute to the literature on the determinants of firm profitability, from the perspective of the Czech economy. We followed a multilevel/hierarchical approach towards the analysis of the sectoral and firm-level determinants of the profitability of companies operating in the Czech food processing industry during years 2005-2012 (622 Firms in 10 Sectors). We assessed an impact of industry (i.e. market concentration, sector growth rate and growth rate of imports) and firm-level characteristics (i.e. market share, firm age, firm size, number of employees, debt/equity ratio and short-term risk) on the return on assets (ROA). Surprisingly, there were no substantial differences between the separate models for industry and firm-level determinants and a combined one. We found a positive impact of market concentration and market share and a negative effect of age and risk-taking behaviour on a firm profitability. Based on these findings, managers in the Czech food and drink industry should pay more attention to the debt policy.

Open access

Anna Jupowicz-Ginalska and Milan Paták

Abstract

The article presents the results of the quantitative and qualitative research of presentation of the selected travel and transport destinations in the travel specialized print media with the focus on the impact of the ownership structure and geographical affiliation. The authors accomplished two research goals: firstly, they examined the scale of popularisation of travel destinations in two contexts: the geographical one (division into continents, countries and cities) and the chronological one (investigating changes in popularising particular travel destinations and referring them to the broader political or social context of a given time). Secondly, they indicated the differences or similarities in the selection of the destinations at the macro-level (among magazines, i.e. their editorial policies or affiliation to publishing companies) and at the micro-level (between the main and supporting cover stories). The results show that the selection of destinations displayed on the front covers of magazines is related to their editorial policy, which is secondary related to the ownership structure.

Open access

Zsuzsanna Járfás

Abstract

The internationalization of Japanese business groups (JBG) have been subject to intense scrutiny since JBG shot to world stage in the 1980’s. Studies on the internationalization of JBG have been fragmented in scope and have mainly focused on specific behaviors e.g. mode of market entry, knowledge creation, knowledge flows between headquarters and overseas subsidiaries, overseas market development and sales strategies, to name a few. Little attention has been paid, however, to explaining the reasons behind these behaviors. This literature review aims to contribute to filling this gap by recognizing the internationalization’s embeddedness in the country’s institutional environment, thus providing a more nuanced understanding of the drivers behind these behaviors as well as the intrinsic obstacles that may hinder the outcomes of these internationalization efforts. This study also hopes to answer the theoretical question called for by (Zaheer, Gözübüyük and Milanov, 2010) in their excellent work “It’s the connections: The network perspective in interorganizational research: “How do organizations balance the benefits of trust and embeddedness with the costs of lock-in and inflexibility with the same set of partners?” The holistic perspective of this review has wide ranging managerial implications in terms of effective intra-organizational dialogue, stakeholder management, organizational knowledge management, among others.

Open access

Doru Șupeală

Abstract

In the context of a highly dynamic labour market, with the entry of the Y and Z generations in the active workforce and the shift of power balance from employers to employees, the corporate employer brand becomes a strategic element and part of the non-material capital that each company can use to attract and retain top talents and, consequently, to get business performance. This paper proposes a modern vision of leadership and talent management, in which collaboration, empathy, democratization of decisions, development of emotional connections and increasing the level of freedom for employees contribute to building an effective, attractive and sustainable Employer Value Proposition. By integrating Human Resources and Marketing management principles, objectives, activities and tactics, companies should focus on authenticity in their communications, in order to win employees’ minds and hearts in the contemporary very intense competition for talents. We suggest updating the traditional Marketing Mix to 15 elements, in order to support Employer Branding Strategies and to reach the Employer of Choice status. The essential objective is the development of a deep relationship between employees and companies, in the form of a transaction with dual value, financial and emotional at the same time. Loyalty is seen as superior and consecutive to solidly applied retention, adding emotional value to the material benefits offered by the companies to their employees.

Open access

Lucia Casap

Abstract

The presence of the organization on the market means its evolution in an extremely complex environment in continuous change. These characteristics of the marketing environment impose on the institution a systematic preoccupation for information adjustment, received data processing and analysis to properly substantiate the optimal decisions related to the market. The paper focuses on understanding various aspects of the informational support in the educational institutions decision-making process. The aim of the research is to determine the structure and content of the informational support in education marketing. Based on the literature review, different views are presented on the content and structure of the marketing informational support. This study describes the structure of Marketing Information System (MkIS) and explores its position in educational institutions. Finally, based on the survey results, the article presents the practical aspects of the marketing informational support availability and its use in decision-making process of schools in the Republic of Moldova.

Open access

Babu George

Abstract

As India emerges to become a major player in the global economy, it is essential to understand some of the unique business models that have emerged interacting with its cultural economy and found a place in its developmental trajectory. Of these, the dabbawalas of Mumbai is worth a special mention. The dabbawalas constitute a lunchbox delivery and return system that delivers hot lunches from homes and restaurants to people at work in India. Based on primary research and more recent literature, this paper provides updated perspectives on the dabbawala business with special focus on the sustainability of their business model. It discusses the dabbawala system performance along multiple aspects of sustainability. The basis of competitive advantage of the dabbawala business model is presented an emergent phenomenon from the cultural logic of the ecosystem

Open access

Anna Kotaskova and Zoltan Rozsa

Abstract

The paper’s aim is to examine the dependence of the quality of the business environment on defined technological factors (availability of human capital and research and development infrastructure) and to define and quantify significant technological factors that create the quality of the business environment in the SMEs segment. Part of its goal was the comparison of the defined factors between the Czech Republic (CR) and the Slovak Republic (SR). In connection with the stated research goal, a questionnaire survey was conducted among businesses operating in the SME segment. Through this research, 312 companies were surveyed in the Czech Republic and 329 companies in the Slovak Republic. To achieve the primary goal of the article, methods such as correlation analysis and multiple linear regression modelling (t-tests, F-ratio, adjusted coefficient of determination, and so on) were applied. The results of the research have brought interesting findings. Research and development infrastructure, as well as the availability of human capital are important factors that have a positive impact on the business environment in both countries.

Open access

Flavia - Andreea Herle

Abstract

Tourism is an extremely complex field and in order to understand its complexity, none of its components should be left aside. That's why, as many other researchers have done before, the present paper aims to analyze the central element of the entire tourist activity: the tourist. Based on the impressions, opinions and thoughts of Romanian tourists, we tried to determine to what extent the image of the destination they have recently visited has an impact on the satisfaction and loyalty they have towards that destination. Therefore, this paper represents a market research aimed at assessing the image of the Romanian tourist destinations as perceived by the Romanian tourists who visited them and to what extent their satisfaction and intentions to revisit/recommend can be influenced by it. The sample consisted of 200 Romanian tourists, contacted both directly and through social networks, who have visited a tourist destination in Romania with at least one night of accommodation in the last 5 years. Following the statistical analysis of the answers provided, it was found out that there are a number of elements of major importance for the Romanian tourists, while other aspects have a slightly influence on their satisfaction and loyalty. The conclusions of this research should be taken into account by all the stakeholders involved in the development and promotion of tourist destinations in Romania, as the contribution of tourism to the economic and cultural development of a country is an important one, according to some official reports.