Now showing 1 - 5 of 6
- ItemDeveloping a strategic viability-fit model of mobile technology adoption in hotels(2022) Hyunjeong “Spring” Han; Jungwoo Lee; Bo Edvardsson; Rohit VermaPurpose – Notwithstanding the expected apparent benefits of mobile technologies (MTs) in the hotel industry, their adoption is slower than forecasted. This study aims to identify the challenges faced by hotel managers in adopting MTs in their industry, such that the authors may determine the strategic positions for adopting and managing MTs and build a frame of reference for hotel management practices. Design/methodology/approach – The authors conducted a series of focus group interviews (FGIs) with the managers and executives of luxury hotels. FGIs were conducted in groups in a semi-structured format, asking questions about MT adoption in their hotels and the challenges they faced. The FGI transcripts were analyzed using a grounded theory approach. Findings – Open and axial coding of FGI scripts revealed 15 underlying categories of challenges in adopting MTs in hotels. Subsequent selective coding revealed two underlying dimensions: viability-fit. With these two underlying dimensions, a strategic model for MT adoption is developed. This model identifies four MT adoption strategies in hotels: lookers, experimenters, explorers, and leaders. Originality/value – The model developed and presented herein may help analyze a hotel’s strategic positioning in adopting MT’s. Depending on the positional analysis results, hotel managers can appropriately decide resource mobilization priorities and deployment timing.
- ItemService Chains’ Operational Strategies: Standardization or Customization? Evidence from the Nursing Home Industry(2022-04-21) Lu Kong; Kejia Hu; Rohit VermaProblem definition: We investigate how the Degree of Standardization (DoS) across service chainbelonging units impacts units’ performance outcomes. We study this question in the nursing home industry. More specifically, we study the DoS in three operational dimensions: customer mix, service offering, and service delivery, and its impact on three nursing home outcomes: financial performance, clinical outcome, and resident welfare. Academic/practical relevance: All service chains must decide how unique or standardized each of their units should be, but it is unclear how this decision affects units’ performance outcomes. We assess standardization strategies in multiple operational dimensions in chain-belonging nursing homes and their impact on important operational outcomes, and generalize our findings to other service industries. Methodology: We use a panel data set covering eleven years (2005 – 2015) of comprehensive measurements of all nursing homes in the U.S. We estimate the relationships between the DoS and important nursing home outcomes using fixed effect models with instrumental variables and clustered standard errors. Results: We find that nursing home chains need to (1) customize service delivery and standardize customer mix across units to improve financial performance; (2) standardize customer mix to improve clinical outcome; and (3) customize service delivery to enhance resident welfare. Managerial implications: To our knowledge, this study is the first systematic multi-dimensional assessment of multi-unit service firms’ standardization strategies from a chain perspective. Our results guide nursing home chains in their (1) strategies of within-chain standardization, and (2) investment decisions in acquiring new properties. Our results also provide broader managerial insights for service chains’ standardization strategies and merging and acquisition activities.
- ItemUsage and Impact of Information and Communication Technologies in Healthcare Delivery(2019) Lu Kong; Hessam Sadatsafavi; Rohit VermaThis paper discusses two aspects of the use of information and communication technologies (ICTs) in healthcare: first, the prevalence of using tables and laptop computers by physicians during clinical visits and, second, the growing trend of using such technologies for delivering healthcare remotely. Phone interview data from a random sample of 1,600 individuals with diverse sociodemographic characteristics were collected. Openended and structured questionnaires were used to elicit relevant information, which was analyzed using qualitative content analysis and logistic regression models. Results suggest that, as computer literacy is increasing within the general population and caregivers’ skills in using computer technology is improving, patients are welcoming the use of ICTs in healthcare. The analysis also showed that age together with enabling factors, such as income and education, are substantial barriers to the use of remote care services, even more important than gender, place of residence, race or ethnicity, and care need. Income and education do not influence the acceptance of ICT use by doctors during visits. Females, older participants, and those with more children in the household showed more resistance to the use of ICT in healthcare. At the same time, the depersonalization of interactions with caregivers was a critical concern identified related to the use of ICT in healthcare.
- ItemFostering innovation through stakeholders’ engagement at the healthcare industry: Tapping the right key(2020) Marival Segarra-Ona; Ángel Peiró-Signes; Rohit VermaIn this paper, we investigate to which point each of the healthcare industry’s stakeholders is influencing the final innovation outputs. We propose and test a model that puts together stakeholders’ engagement, innovation objectives and innovation outputs. We analyze data from 400+ healthcare Spanish companies using the Partial Least Squared modeling technique. Results show that stakeholders’ engagement is crucial to orientate innovation objectives that are directly and positively related to innovation outputs. Also, results push a higher implication of society in the co-creation and participation in innovation activities in the healthcare industry highlighting its importance as, both, triggers and the most benefited recipients. This paper uncovers the relationship between healthcare stakeholders and innovation outputs and also answers another research question—which stakeholders have a stronger relationship with innovation outputs? Implications suggest that healthcare industry managers and policymakers should build on the relationship with clients/customers/patients/final users as innovation-related information inputs as an effective way to improve their innovation outputs.
- ItemEmployee wellness on the frontline: an interactional psychology perspective(2020) David Solnet; Mahesh Subramony; Maria Golubovskaya; Hannah Snyder; Whitney Gray; Olga Liberman; Rohit VermaPurpose – Employee wellness is vital to creating high-quality employee-customer interactions, yet frontline service workers (FLSWs) do not typically engage in, or benefit from, wellness initiatives. This paper aims to conceptually model the interactive influences of organizational and employee factors in influencing FLSW involvement in wellness programs and provides suggestions on how service organizations can enhance wellness behaviors and outcomes. Design/methodology/approach – This paper builds upon classical and contemporary management theories to identify important gaps in knowledge about how employees and firms engage with wellness. Interactive psychology, emphasizing multidirectional interaction between person (employee) and situation (organization) wellness orientation, is introduced. Findings – The paper develops a model that can be used to assess organizational wellness program effectiveness by emphasizing the interaction of employee and organizational wellness orientation. The model illustrates that wellness effectiveness relies equally on employee agency through an active wellness orientation matched with the organizational wellness orientation. Originality/value – This paper questions the dominant approaches to assessing the effectiveness of workplace wellness initiatives, arguing for a more humanistic and agentic perspective rather than traditional organizationally centered fiscal measures.