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  • 1.
    Osarenkhoe, Aihie
    et al.
    University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies, Business administration.
    Mbiito Byarugaba, Jotham
    Makerere University Business School, Kampala, Uganda.
    Komunda Birungi, Mabel
    Makerere University Business School, Kampala, Uganda.
    Feehi Okoe, Abednego
    University of Professional Studies, Legon-Accra, Ghana.
    Bennani, Az-Eddine
    Department of Management & Strategy, Reims Management School, Reims Cedex, France.
    Technology-based Service Encounter: A study of the use of e-mail as a booking tool in hotels2014In: Journal of Service Science and Management, ISSN 1940-9893, E-ISSN 1940-9907, Vol. 7, no 6, p. 419-429Article in journal (Refereed)
    Abstract [en]

    Highlighted in this paper, is the extent to which a technological interface that enables customers to produce a service outcome, independent of direct service-employee involvement, is used by hotels of various categories in France. Extant literature has, to date, devoted more attention to the use of interpersonal buyer-seller interactions in the process of creating service outcomes. This paper aims to fill this void by contributing to existing knowledge on customer interactions with technology-based self-service delivery options.

    An exhaustive sample of 240 hotels located across 120 cities in France constituted the empirical setting. A one-way ANOVA that tested differences between means was used to assess the impact of hotel category (independent variable) on response time (dependent variable) among hotels in France. The findings show that there is significant dissimilarity in responsiveness across the hotel categories. A major implication of these findings for management is that the speed with which enquiries from current and potential customers are responded to is most likely a prelude to providing good quality technology-based buyer-seller interactions to create positive service outcomes using the Internet/e-mail. Major concepts in customer relationship management include the response speed of firms to questions and problems during the service encounter. The main contribution of this study is that it builds on existing literature on interpersonal and technological interfaces.

  • 2.
    Åge, Lars-Johan
    et al.
    Stockholm School of Economics, Stockholm, Sweden.
    Gustavsson, Bengt
    University of Stockholm, Stockholm, Sweden.
    The art of discovering - experiences of novice researchers2016In: Qualitative Research Journal, ISSN 1443-9883, Vol. 16, no 2, p. 125-137Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to conceptualize and analyze novice researchers' experiences of the Glaserian grounded theory methodology.

    Design/methodology/approach - The grounded theory analytical procedures were applied.

    Findings - The paper suggests that the creative freedom inherited in the Glaserian grounded theory approach empowers novice researchers, and many students reported positive emotions related to this freedom. At the same time, this freedom can represent a difficulty. Several students thought the tabula rasa instruction was something of a paradox, and the instructions within the methodology to be without preconceptions, let the theory emerge, and find the social process was difficult for most students to understand. However, some students found that they could counteract this difficulty via a systematic coding process and by working in pairs that enabled them to conduct an analytical dialogue.

    Originality/value - This is the first study that investigates the way that novice researchers experience the Glaserian grounded theory methodology.

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