School of Management (SoM)

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Open Access
Comparative analysis of military and commercial logistics: present and future possibilities for the transfer of principles and practices
(1999-09) Ostrowski, Silverio Leonard; Christopher, Martin
Throughout time, comparisons have always been made between the management ms V the public and private sectors (nowadays the voluntary sector too, is included in these comparisons). However, the management of the defence element within the public sector, has generally been considered so diverse from private enterprise, that it escaped rigorous academic attention until about the beginning of this century. Considered even less attractive to academic research, has been the comparison of defence logistics to commercial logistics, the latter being very young, when compared to the former. Defence/military logistics has been developing, in its practical sense, ever since one tribe/community had a fracas with a neighbouring tribe/community, through continental conflicts between states/nations, to intercontinental wars. Although serious academic attention has been paid to commercial logistics for about the last 40 years, the theory of it is very much in its infancy and is still being developed. The time has come for the logistics in these two sectors to share their knowledge/‘know how’, so that the learning of each sector is not lost, but transferred, if applicable, to the mutual benefit of each. From an inquiring exploratory comparison of the logistics in both the defence and business sectors, this thesis builds a foundation that branches out to a secondary research, which is the historical evolution of the two, and it discovers that they both followed the same evolutionary stages/patterns in their developments, but at different times, and, in general, they have a pattern of convergence. In 1970, Rider developed a tabulated comparative model of the two logistics from his research question “What is logistics?” Whilst Rider found some differences between military and business logistics, this thesis revisits and re-examines his table in the light of modem day data, and finds that the two logistics have converged further since his research. For the core research of this thesis, two hypotheses were generated: (i) a research null hypothesis of “there is no fundamental difference between military and commercial logistics”; and (ii) from the literature searches/surveys and the historical evolution work, a constructed quadramorphic ‘types of logistics’ model formed the platform for a predictive hypothesis that “the logistics in the two sectors use all the four types contained in the model”. The methodology chosen for the primary research was the analysis of qualitative data collected mainly via case studies (a focus group and a Delphi approach were used too); 17 case studies in all were conducted. The outcome is that the two hypotheses are accepted, the first one with the proviso/caveat of “excluding rules of priority, mobile nodes, lack of electronic connectivity, and some designed-in inefficiencies”, as these were found to be prevalent only within the military. Another finding that proved noteworthy is the fact that both logistics, naturally, have the same variables, but the importance attached to the variables differs for each sector and for within different time periods. Here again, evidence of convergence, significantly in the latter years, was discovered, particularly in association with: reducing costs; time compression; tracking and traceability; availability; relationships; and the provision of service(s). One aspect that distinguished the two sectors was the fact that business uses much more computerisation and electronic data capture/collection and transmission, it functions via its connectivity', whereas the military - having more of a vertical integrated structure working through soldiers and their teamwork - functions via its contactivity. Two principal methodologies were employed in this research: the primary research used mainly live qualitative data collected chiefly by case studies; and the secondary research again used mainly qualitative data gathered from secondary sources via historiography. The outcome of the analyses of the two research types tended to confirm each other with a good degree of compatibility and agreement
Open Access
The delivery reliability of UK manufacturing plants: an empirical study
(1999-03) Szwejczewski, Marek Gregory; New, Colin
Delivery reliability is an important factor that customers consider when selecting their suppliers. It is also an important component of manufacturing strategy. With quality consistency now being taken for granted in some market sectors delivery reliability is one of the few variables a manufacturing company can compete on. The operations management literature suggests a number of variables that impact plant delivery reliability, but offers little empirical research evidence to substantiate the claims made, this research re-addresses this imbalance. The research examined the nature of the relationship between delivery reliability and a series of variables. In particular the research examined the relationship between the plant’s delivery reliability and the following variables: part complexity, customisation, supplier delivery reliability, management focus and performance measurement focus. The research made a number of contributions. Firstly, the research found a significant negative relationship existed between the proportion of customised products and delivery reliability. The results indicate that as the proportion of customised products increases so the level of plant delivery reliability declines. Secondly, the research found that plants that supplied mainly demanding customers had high levels of delivery reliability. Whilst those plants that supplied some or no demanding customers had low levels of plant delivery reliability. The research also found that supplier delivery reliability was positively related to plant delivery reliability. The results suggested that as supplier delivery reliability improves so does plant delivery reliability. The research results pointed to the fact that the focus of the management team on delivery reliability was also related to delivery reliability. The plants where the management team was focused on delivery reliability also had high levels of delivery reliability.
Open Access
Dividend yields and business confidence as predictors of returns on the London Stock Exchange
(1996-09) Fielding, John Anthony; Broyles, J.
This thesis examines the relationship between future returns and dividend yields on the London Stock Exchange for the period 1966 to 1993. An additional set of explanatory variables is introduced in the form of the Confederation of British Industries, Industrial Trends Survey data. A significant relationship was found between dividend yields and future returns when regression statistics were generated by ordinary least squares. The relationship was shown, however, to be attributable only to the period from 1966 to 1980 and in particular to the turbulent era from 1973 to 1975. When allowance was made for the effect of a lagged regressor by use of the Goetzmann and Jorion (1993) simulation model, no significant relationship between dividend yields and future returns for the entire sample period was found. Ordinary Least Squares estimation of regressions of future returns on the Confederation of British Industries surveys of Business Opinion showed only a modest relationship. This was considerably weakened when the regression coefficients were estimated by randomisation. In common with Dividend Yields the relationship was entirely a feature of the 1966 to 1980 period. The evidence provided by this study does not enable the refutation of the semi-strong form of market efficiency.
Open Access
Economic aspects of the UK housing and housing finance markets
(1991) Nellis, Joseph G.; Fishwick, Frank
Eleven publications, presented in two volumes, are contained in this submission. In each case these have been written jointly with another author. In all publications my contribution has been as an equal co-author at all stages: from the original identification of research projects, the development and application of research methodologies, through to the empirical analyses, interpretation and writing up of results.
Open Access
The effects of innovation on channels on distribution
(1977-11) Gattorna, J. L.; Walters, D. W.
There exists a certain wisdom in management which accepts that there will always be problems which by their very nature are insoluble; nevertheless many remain which, due to the application of particular management skills, are potentially more capable of solution. This research programme is pitched at the latter category in the belief that at least some improvement in current practice is feasible provided a more fundamental level of understanding of the relevant (underlying) mechanisms can be achieved. Professor E.C. Zeeman of Warwick University confirms this view with the comment, made to the writer in conversation, that "explanation should reduce the arbitrariness of description". It is only through attainment of this 'explanation' level of understanding that meaningful strategic action becomes possible. Primarily our aim here is to explain and, if possible, predict how channels of· distribution react when subjected to the forces of· change, and more specifically, change in the form of innovation A review of the literature pertinent to innovation reveals some disturbing knowledge gaps. In particular, there appears to be a general ignorance of the possible consequences of innovation, and a corresponding lack of any concerted attempt to suggest how innovation (and its consequences) may be managed in an interorganizational context. Similarly, a state-of-the-art review of the distribution channels literature leads us to conclude that, like so much of the_ general marketing literature, it is predominantly descriptive in nature. Many of the issues are developed in piecemeal fashion and hence there is no generally applicable conceptualization. Given these problems,· any attempt at predicting the effects of innovation on channel behaviour patterns is premature and bound to fail. In order to even approach our original objective therefore, it firstly becomes necessary to attempt development of a new conceptual scaffolding with 'explanation' and 'predictive' capabilities. to do this we chose to search well outside the accepted boundaries of management science literature, seeking concepts from a wide range of disciplines and inter-disciplines, building the bridges between these and observed behaviour, and using systems theory as the core around which to develop a model with more general applicability. Our research orientation is therefore predominantly theoretical but, nevertheless has substantial practical relevance. Two actual cases of significant recent innovations in the UK food/ grocery industry are used as vehicles to partially test the model, and the analysis is extended into the predictive dimension using changes delineated by a Delphi futures forecast. The intention is to use the model to anticipate (or predict) what systemic effects can be expected subsequent to the introduction of innovation. The emphasis throughout is on assessing the implications of such changes using the language and concepts -central to our model. Because the external environment is such a key influential in any 'open system' situation, considerable attention is paid to developing this aspect. Since. we are concerned with finding a new way of viewing distribution channel systems, we have adopted a macro orientation throughout" in the belief that detailed refinements can be undertaken by future researchers working within the framework established here. As such soundness of the overall logic scheme is regarded as critical, and certainly of more fundamental importance than any requirement to measure .,, individual parameters. The value of such a broad orientation should overshadow any imperfections in detail which will almost certainly emerge. Generally, the model (and its component parameters) look promising, and our findings tend to indicate that it is no longer necessary to dilute the true complexity of distribution channel systems in order to achieve some understanding of what is happening within. It is now possible to evaluate in a conceptual sense, the effects of innovation on a channel system using stability criteria, and further, to assess the viability of such innovation in terms of Ashby's 'variety' principle.
Open Access
Entrepreneurship and corporate strategy
(1975-03-07) Bruce, R. J. B.; Wills, Gordon
Entrepreneurship is examined from three major viewpoints, Economic, Sociological and Individual Psychological but no one of these approaches can adequately explain the phenomenon. Entrepreneurship is identified with a changing social process and associated with those individuals called entrepreneurs. Corporate Strategy is an aspect of Business Policy and is seen as a determining process in the growth, survival or demise of the firm . The architect of this strategy is the entrepreneur broadly seen as chief executive and identified by task. The concept of the entrepreneur is refined and redefined leading to a distinction between the Modal and the Independent entrepreneur. Independent Entrepreneurs are categorised as either Ubiquitous or Elite . Modal, Ubiquitous and Elite entrepreneurs .are compared and contrasted on the basis of their motivations, life experiences, social and psychological aspirations, and the burden of the argument to this stage is illustrated by an interview with an Elite entrepreneur, identified as such by individuality and corporate competence. The discussion reverts to the tasks of the Entrepreneur and their relation to Corporate Strategy. The entrepreneur is seen as a straw in the economic wind. An understanding of positive economics is mandatory for successful entrepreneurship practised by Modal and Elite entrepreneurs alike . Guidelines are developed in linking positive with normative economics, showing the importance of economics in the process of Corporate Strategy. Employee motivation is a further mandatory task of the entrepreneur seen as corporate leader and this is related to organisation structure. The fundamental raison d 'etre for organisation structure is seen as control and types of organisation are compared, contrasted and correlated with management style and personal values. "The Lonrho Affair" describes a multinational corporation run by an Elite entrepreneur and illustrates the link between Entrepreneurship and Corporate Strategy, personal values-and organisation structure and the relevance of an exteroceptive management style to corporate success.
Open Access
Estimating the monetary value of airport runway departure slots
(1996-10) Pagliari, Romano Italo; Black, Ian G.
Slot allocation is one of the most contentions and keenly debated topics within the air transport industry. The issue of pricing access to airport slots, as a means of relieving congestion, has received increased attention in recent years. However, little attempt has been made to determine how airlines value access to slots, or to measure the impact quantitatively of introducing the pricing mechanism into slot allocation. It is the objective of this thesis to establish a process whereby the potential value of a slot can be determined. Since the value of a slot is ultimately a function of the how highly passengers value travelling at different times of the day, the research problem is initially approached from the passenger’s perspective. Analysis focused initially on the use of stated preference methods, to derive parameters which measure how highly passengers value different departure times. These parameters were then calibrated on a departure time choice model, which estimates, given assumptions on the distribution of ideal departure times on a given route, how passengers select flights scheduled at different times. Decision-rules governing the scheduling of profitable flights were developed. These rules determine the conditions necessary for the scheduling of profitable flights and the setting of fares. Combining both passenger and flight scheduling decision-rules within a simulation model it was then possible to generate, given various assumptions on aircraft size and total demand, a set of equilibrium flights scheduled at different departure times, associated with a level of passenger demand and equilibrium fare. From these simulations, slot value estimates were derived. Within the context of the thesis objective, analysis focused on a wide range of issues. These were: stated preference experimental design and parameter estimation, how passengers value departing at different times of the day, competition for slots, time of day pricing, and estimating potential slot values for different aircraft types. This thesis has contributed to existing literature on slot allocation through firstly; outlining a method to estimate slot values, secondly, providing a more thorough analysis of passenger departure time preferences in air transportation, and thirdly, a further demonstration of the application of stated preference techniques within an aviation context.
Open Access
Exploring organisational market learning for innovation within consumer markets: towards a theoretical model
(2005) Roberts, Deborah Lynn; Palmer, Roger; Baker, Susan
The centrality of the role of innovation in economic prosperity and organisational renewal has long been recognised. Marketing success is contingent upon the adoption of innovations in new services, new products, processes and ideas. In turn this is dependent upon the consumers’ acceptance and perception of the innovation. Thus understanding consumers and market learning are frequently viewed as a precursor to innovation. There is a consensus view in the literature that consumers should be actively involved in the innovation process and should not be treated as ‘passive’ objects of study. Changes in the market place, combined with the high failure rate of innovations, require organisations to be responsive to changing consumer needs and to adopt both traditional and new methods of market learning. This thesis explores the issue of market learning for innovation in the context of a new marketing, consumption-driven era. The purpose of the study is to explore and contribute to understanding of what market learning processes for innovation are being utilised within global, UK-based fast moving consumer goods (FMCG) organisations. In addition it examines the modes of consumer involvement in the innovation process. In pursuit of this aim the research involved a preliminary study using a combination of qualitative research techniques and included a co-development workshop with consumers and organisations. The main phase of the exploratory research was conducted using the case study methodology. Three co-operators, all global FMCG organisations, assisted in the research. Within each organisation an innovation project was identified, and the market learning processes and consumer involvement was investigated. The data was analysed using a conceptual framework from the extant literature, which reflects the research questions, and key constructs were elicited. The findings and contribution of the study are expressed in the form of an empirically grounded model that combines theories of product innovation management and market orientation with consumer involvement. A common thread running through the model is that of creativity and the use of intuition and tacit knowledge for learning and innovation. In addition, this research provides new insights into the ‘fuzzy-front end’, of the innovation process, where a considerable amount of direct and indirect consumer involvement is taking place. A typology of consumer involvement ranging from ‘passive’ to ‘active’ involvement is also developed and presented. This empirical research is a theory building study and provides opportunities for further research, which are discussed alongside its limitations.
Open Access
An interpretive comparison of Chinese and Western conceptions of project management work
(2005-03) Chen, Ping; Partington, David
This thesis presents a cross-cultural comparative field study of Chinese and Western managers’ conceptions of their work. The thesis challenges the assumption that management practice is a generic social reality that may be transposed from one culture to another. The context for the study is construction project management, where the assumption of generic cross cultural transposition is currently exemplified by attempts by Western professional bodies to transpose Western project management standards and practices into China. The study applies the research approach known as phenomenography, previously used in diverse fields to understand the qualitatively different ways in which people conceive given aspects of their reality. In this thesis the approach is used to reveal culturally-based differences in conception of construction management work. Further, because the phenomenographic approach enables different conceptions of the same kind of work within the same cultural context to be arranged in a hierarchy of performance the study provides fresh insight into construction management competence in the two cultures separately. Interviews in the workplace with 30 Chinese and 30 UK construction project managers revealed a hierarchy of three Chinese conceptions (planning and controlling; coordinating relationships; developing relationships) and a hierarchy of three UK conceptions (planning and controlling; organising and coordinating; predicting and managing potential problems). Each conception includes a different main focus and key attributes that appeared when project managers experienced and accomplished their work. Differences in conception reflect not only cultural differences but also different forms of project management competence within China and the UK. Three aspects of cultural difference are illuminated (Chinese attention to relationships; Chinese concern for their company; UK attention to utilising the project contract). These differences were further reflected in Chinese and UK project managers’ contrasting conceptions of certain aspects of their work, including relationship with client, relationship with subcontractors, relationship with project team, organisational structure preference, relationship with company, job satisfaction, and claim and conflict resolution. The findings of this study contribute primarily to the field of cross-cultural management by demonstrating specific culturally-based differences between Chinese and UK conceptions of project management work. Two secondary areas of contribution are (1) the field of management competence, by providing an interpretive understanding of project management competence at work; and (2) research methodology for studies in the above two fields, by applying the phenomenographic approach to the comparison of cultures and sampling from practicing project managers working in their usual environment in their respective country. Implications for management practice are identified, including the need to take account of the impacts of cultural differences when transferring project management theories and practices across cultures, and offering a new approach to professional competence assessment and development, both in China and the UK.
Open Access
Management development: perceptions of change and problems of transfer
(1981-09-01) Drake, Jaqueline; Margerison, C.
Transfer of training, the concern of this thesis, is investigated in the context of a joint-venture in management development carried out by the Cranfield School of Management and Cable and Wireless Limited. Previous work in the. field of transfer - theoretical, experimental and empirical - is reviewed and relevant aspects incorporated into the study. The development of the joint-venture itself is explored in three contexts: business, educational and career. · The field study was conducted with the dual objectives of hypothesis testing and hypothesis generation. 181 ~ C & W managers participated in the general management~: programmes specially-prepared for them at Cranfield. Subsequently a questionnaire was sent to each of them at their place of work to elicit their perceptions of the programmes the influence of the organisational climate on their transfer efforts; and their transfer performance as it related to specific tasks and to their own end-of-programme resolutions. Findings suggest that, although the nature of-the learning experience and the organisational climate are undoubtedly important determinants of the. successful transfer of training~ the influence of both are modified substantially by· the type of manager. Perceptions are found to vary consistently with type of manager; "type" being defined by programme attended (a surrogate for "level"); Company categorisation of managers; work preferences, as identified by the Myers Briggs Type Indicator; age; professional background; and length of service with the Company. A model for the transfer of training is proposed, together with a number of practical recommendations for both parties to the joint-venture aimed at enhancing future management development activities. Availability of this thesis is at the discretion of the Steering Committee of the joint-venture.
Open Access
Marketing Logistics Systems Analysis: The Development of Heuristic Guidelines to Aid Decision Making in the Pharmaceutical Manufacturing Industry
(1976-03) Gregson, R. E.; Christopher, Martin
This thesis describes the development of heuristic guidelines to aid logistics management in manufacturing industry, in this case pharmaceutical manufacturers, to make decisions when faced with the appraisal of alternative methods of operation. A number of research suppositions are proposed which suggest that a more formalised approach to decision making than is current practice can be implemented in assessing the total logistics costs and customer service implications of operations. A study is made of existing research in logistics and related areas, the pharmaceutical industry in general, and in particular the logistics activities of pharmaceutical manufacturers and the service requirements of their customers. A research programme is devised whose primary purpose is to enable a comparison to be made between the implications of the research suppositions and the empirical data obtained by administering questionnaires to manufacturers and samples of customers. A model of the decision making process is presented around the framework of a cost-effectiveness analysis. A systems approach is used to analyse a manufacturer's logistics operation, highlighting as it does the interactive effects between logistics activities. The research suppositions provide heuristic guidelines which relate an activity's position on a manufacturer's material flow path to that of the proposed change, and which assign service priorities in terms of lead time to customer types. These guidelines serve to decrease the number of considered interactions and, subsequently, to reduce the complexity of the analysis. A number of implications of the findings for manufacturing industry in general, for pharmaceutical manufacturers in particular, and for logistics research, are presented. Suggestions are also made to aid any company wishing to apply its own logistics systems analysis along the lines pursued in this study.
Open Access
A multiple perspective approach towards the assessment and development of expert systems in manufacturing. Volume 1
(1991-02) Holden, Peter D.; Cordey-Hayes, M.; Towriss, John
Current approaches to technology innovation often fail because they are conceived and assessed from a single perspective or dimension. Thus, current considerations in expert systems development are characterised by a strong focus upon the technology and technical issues without a prior process of wider appraisal and technology assessment. A central theme of this study is that the business, organisational and human factors, which determine how effectively the technology will be used in practice, must be an integral part of the assessment process. The thesis describes a ‘multiple perspective approach’ to technology assessment applied to expert systems innovation in a large manufacturing organisation. This research therefore embraces detailed technical, organisational and individual perspectives of expert systems assessment and development and describes how each perspective adds new concepts, methods and tools. In practice, this has meant modelling activities and information flows in a two-site manufacturing organisation, the identification of a variety of potential areas for expert systems development, the narrowing down and selection of particular areas according to technical, organisational, business and personal criteria, and the eventual design, development, ‘operationalisation’ and evaluation of a single application. This study is placed in a wider context by complementary analyses of other manufacturing users and suppliers of expert systems. The work aims to contribute towards an understanding of expert systems innovation and to improved methodologies for technology assessment and technology transfer.
Open Access
The nature of strategic group conversations: orientations, functions and intertextuality in a single case setting
(1997-12) Moore, S.; Kakabadse, Andrew P.
This thesis sets out to develop and apply a framework for the analysis of strategic group conversations. Through an exploration of existing research and literature in the areas of conversation and strategy, four key levels of analysis are used for evaluating and comparing different dimensions of one stream of strategic conversations. Most particularly, the comparison between written and spoken dimensions of the conversations is carried out leading to several findings which throw new light on some central dimensions of strategic conversations. It is suggested that the methodology developed here, and the subsequent findings might usefully be compared in other case settings. Key findings from the research include the following: A present time orientation is more likely to be adopted than that of a future time orientation in spoken dimensions of strategic conversation. In contrast, a future time orientation predominates in written dimensions of the conversation. The present is spoken of in significantly more ‘context rich’ terms than the future, whereas the written dimension reveals that future contextual issues receive significantly more attention than do current contextual issues. Advice produced by strategic conversations (both written and spoken) tends to be structural rather than behavioural and contextual introversion predominates in both written and spoken communication. Written communication in this case setting has been found to exaggerate the generalised focus of spoken references to the organisation. It has also been found to exaggerate the particularised focus of spoken references to the strategic initiative. A model outlining key aspects of the nature of strategic conversations is also presented showing that both explicit and implicit functions can be identified using a structured approach to analysing strategic conversations. Finally, perceived moderators and emerging norms are also shown to be discoverable through the structured qualitative analysis outlined in this research.
Open Access
Perceived service quality in the air freight industry
(1993-05) Khan, Amin; New, Colin
The study of service quality is still at its infancy. Service quality can be addressed from the service provider's perspective or from the customer's perspective. From the customer's perspective, it is known as perceived service quality. It is the result of the customer's view of a bundle of service attributes, some of which are technical whilst others are functional in nature. In this study, the attributes of service quality are elicited from the customer's perspective. The customers consist of air freight forwarders and shippers in Singapore and Malaysia. In freight distribution, other than service, price is also an important dimension. Most of the studies being conducted in freight distribution are limited to the rail and truck freight industry. In the air freight industry, the study on price and service are virtually non-existent. This study addresses both the customers and the airlines. On the customers side (consisting of air freight forwarders and shippers), it addresses the components of perceived service quality and the trade-off among price and service attributes. On the airlines' side, it also covers the trade-off among price and service attributes. This is to measure the size of the gap between the customer expectations and airline's management perceptions of those expectations. Additionally, a comparative study among the airlines is carried out on their emphasis on the key factors affecting the service production system. r The study makes use of the Repertory Grid technique, the Conjoint Analysis, and the Structured Questionnaire. The analyses are conducted using three different programs: INGRID (for the Repertory Grid technique), $FTROFF (for the Conjoint Analysis), and SPSS (for the Conjoint Analysis and the Structured Questionnaire). The research shows that there are three components of perceived service quality labelled as Predictability, Capability, and Interaction. Both the Predictability and Capability components address the technical outcome, whilst the Interaction component addresses the functional outcome. The "good" airlines are perceived to have a better performance on all the three components than the "average" and "poor" airlines. However, among the three components, the "good" airlines are perceived to perform better on the Predictability component, whereas the "average" and "poor" airlines are perceived to perform better on the Interaction component. Within the customers, there are the price sensitive and less price sensitive respondents. The price sensitive respondents place more emphasis on the core service, whereas the less price sensitive respondents place more emphasis on the peripheral services. Within the forwarding company, the price sensitive respondents comprise the top/sales managers, and the less price sensitive respondents comprise the operations personnel. For the shippers, the price sensitive respondents comprise the manufacturers of consumer electronics, whereas the less price sensitive shippers comprise the manufacturers of industrial electronics. The research shows that there is a negative gap on the core service between the customer expectations and the airline perceptions of those expectations. On the peripheral services, the gap is positive between the airlines and the top/sales managers in the forwarding company, whereas it is negative between the airlines and the operations managers in the same company. Among the three categories of airlines, the "good" airlines place more emphasis on seven key factors affecting the service production system than the "poor" airlines. Of these, four could be categorised as management factors, and they are Marketing Research Orientation, Upward Communication, Goal Setting, and Task Standardisation. The other three are operations factors, and they are Team-work, Technology-job Fit, and Perceived Control. The management key factors affect the gap between customer expectations and management perceptions of those expectations, and between management perceptions of customer expectations and the service-quality specifications. The operations key factors affect the gap between service-quality specifications and service delivery. The research has contributed to the knowledge on perceived service quality and research methodology. In addition, the research findings are useful to the airlines. The important components and attributes of perceived service quality can be used by the airlines to design the service offering. The trade-off analysis can also be used by the airlines to modify the service offering for the specific customer group. The comparative study among the airlines on their emphasis on the key factors will be useful in improving the service production system.
Open Access
Relationships of elderly people in residential care
(1995-09) Higham, Patricia; di Gregorio, S.
This study explores the nature of the relationships of elderly people in residential care with each other, with staff members, and with families and friends. Relationships are considered according to personal, social, and organisational dimensions. The life course perspective provides a framework for illuminating these dimensions. The research design uses participant observation, life histories and semi-structured interviews within an interpretive methodological approach. Three local authority residential homes, selected for contrasting size and design, provided the focus for the research. The topic of relationships was chosen to enable the development of good practice in social care through improved strategies for training and education. Relationships provide a key to understanding residents' experiences within the context of professional values and regimes of care. Cognitive mapping and eco-systems analysis are used to interpret the data. The findings suggest that residents' identities, formed throughout their life courses, provide the basis for forming initial social relationships within the homes. Residents later adopt social roles as part of their social relationships with each other. Many (but not all) residents have moved to a Post-Attachment phase of relationships, in which social relationships are more important than new close personal relationships. The recommendations suggest ways of individualising care (and promoting relationships) through the development of integrated care practice.
Open Access
Scanning business environments: an investigation into managerial scanning behaviour
(2003) Raspin, P.; Bowman, Cliff
This research sought to obtain a detailed understanding of the scanning behaviour of senior managers. Prior literature that substantially informed this research was drawn from three areas: environmental scanning, competitive strategy, and to a lesser extent, managerial cognition. The purpose of this research was to 1) provide an updated indepth understanding of the phenomenon of scanning behaviour, 2) to attempt to identify what influences scanning behaviour at an individual level, 3) to assess the collective state of management researchers’ knowledge of scanning through contrasting the findings of this research with all major prior scanning studies, and 4) to consider the implications for organisations on how to more effectively scan both the task and remote environments. The research approach included conducting in depth qualitative pilot studies and analysing data from an extensive survey completed by 394 senior managers. The major findings were that scanning behaviour appears to be an embedded routine that is not obviously strongly related to job specific, individual experiential, or organisational contextual variables; that significant components of scanning behaviour such as formality of approach, degree of use of personal resources, and breadth of scanning coverage were identified that help to discern differences in individual scanning behaviour; and that the inconclusive results of prior scanning studies indicate that a change in research direction is needed to focus on a different set of influencing variables. Major managerial implications included the need to understand biases in managerial scanning behaviour; to work with and not against managerial scanning behavioural biases; to support a mix of scanning behaviours in an organisation; to deliberately allocate scanning resources to cover environmental sectors; to selectively use managers external to the organisation; to utilise a variety of different sources; and to align scanning activities with organisational strategy processes. Limitations of this research are mostly methodological concerning survey bias skewed to UK managers and the extent that espoused responses differ from actual behaviour. Future research opportunities include testing an alternative set of influencing variables such as personality characteristics and learning styles; analysing the interaction of the scanning components identified to strategy processes; and researching scanning from an organisational perspective.
Open Access
A study of strategic marketing decision-making in multinational companies operating in the European Complex
(1973) Purnell, Marcia A.
The objective of this study is to analyse the way in which multinational companies identify and select markets in Europe; to do so by comparing actual practices with a simple heuristic model which systemises some aspects of the problem of identifying markets; and finally to develop a fuller understanding of this particular decision area by examining the marketing objectives and constraints which affect the identification and selection of marketing opportunities in the European market. This introduction will outline the major themes of the study. We shall begin by examining the background to the study. By tracing the precedents within decision theory relevant to the research problem, we may identify the relationship between organizational decision-making, and the identification and selection of market opportunities by the multinational firm. The research problem belongs to the strategic decision area. The objectives of the study are therefore concerned to examine two problems in this area relative to the marketing function: how may the multinational company identify and select market opportunities and how do they presently do so?

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