Experience design, an approach to create emotional connection with guests or customers through careful planning of tangible and intangible service elements, has gained popularity in many hospitality and retail businesses. With ever-increasing competition, service providers seek to develop loyalty by aggressively designing, continuously innovating, and managing their customer experiences. This article explores the relationship between different service elements designed to create enhanced experience and customer loyalty. In addition, it looks at emotional responses as mediating factors between the physical and relational elements and loyalty behaviors. A model is proposed and tested with a VIP hospitality tent for an internationally renowned touring circus. Results of the study indicate that while a few design elements directly affect loyalty behavior, the relationship between most design elements and loyalty behavior is strongly mediated by eliciting certain types of emotional behavior. This connection has implications for the focus of service managers' efforts in different environments.
The March 2007 pet food recall and a rapid progression of comparable incidents have exposed the real potential for food supply chain contamination and disruptions. When organizations source via multilayered supply chains with poor visibility they are particularly vulnerable. In this paper, we develop a conceptual framework called the “Six Ts” of supply chain quality management — traceability, transparency, testability, time, trust and training — which are relevant for any product but are especially critical to the preservation of public welfare through a safe food supply. We describe the globalization of food supply chains and present data on the trends of U.S. food import volumes, both in aggregate and specifically from China. We also highlight the inherent difficulties and risks posed by global food supply chains, using those originating in China as an example. Finally, we provide a research agenda and questions to be addressed regarding the application of the six Ts in global food supply chain management.
Sustainable supply management research generally focuses on environmental practices. We show through an analysis of the food industry that sustainability requires an expanded view to encompass both environmental and social elements. We interviewed and surveyed food and beverage producers in the U.S. Pacific Northwest to both validate expanded sustainability elements in the industry and assess subsequent performance outcomes. A path analysis reveals that food industry managers perceive both direct and mediated impacts of sustainability programs on performance. Specifically, the results indicate that sustainability program effects are limited to the impact of conservation and land management environmental practices on overall environmental performance and human resources practices on quality performance. However, environmental performance improvements lead to improved quality performance, which in turn improves cost performance. The results highlight the complexity of sustainability impacts on performance and suggest that performance benefits from sustainability programs may be difficult to recognize. a These items were measured on a seven-point scale where 15not applicable, 25not considering, 35future consideration, 45assessing suitability, 55planning to implement, 65implementing now, and 75implemented.b These items were measured on a seven-point scale where 15strongly disagree and 75strongly agree.
Customers select suppliers based on the relative importance of different attributes such as quality, price, flexibility, and delivery performance. This study examines the difference between managers' rating of the perceived importance of different supplier attributes and their actual choice of suppliers in an experimental setting. We use two methods: a Likert scale set of questions, to determine the importance of supplier attributes; and a discrete choice analysis (DCA) experiment, to examine the choice of suppliers. The results indicate that although managers say that quality is the most important attribute for a supplier, they actually choose suppliers based largely on cost and delivery performance.
Supply chain research and practice has moved beyond green or environmental issues to include social issues. But much of the focus still remains on attempts of large companies to reduce social harm along their supply chains rather than creating social good. At the same time, research investigating the role of NGOs in supply chains or humanitarian logistics often emphasizes temporary initiatives and overlooks long‐term viability. This conceptual paper seeks to expand the playing field by looking at how social enterprises manage their supply chains to generate social benefit while maintaining or improving their financial viability in the long term. Our contribution is to consider those socially motivated organizations that lie on the continuum between purely social and purely commercial enterprises. We consider how these organizations manage their supply chains for social impact and define this area as social impact supply chain management (SISCM). In this work, we view these organizations and managerial issues through the lens of institutional complexity, that is, the presence of multiple and possibly conflicting institutional logics in the focal organization. We propose that, for these organizations, supply chain strategy, stakeholder identification and engagement, and relationship management might differentiate SISCM from traditional supply chain management. And as a result, we offer future research directions that might add clarity to effective SISCM.
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