ABSTRACT
The availability of resources is vital when rapid changes and updated medical information in the provision of care are needed, such as in the fight against COVID-19, which is not a conventional disease. Continuing medical education plays an essential role in preparing for and responding to such emergencies. Workflow has improved based on the virtual meetings, online trainings, and remote detailing conducted by medical representatives in order to deliver educational content instantly through digital tools, such as salesforce automation (SFA), webinars, etc. In terms of its regulatory barriers, the pharmaceutical industry mainly targets healthcare professionals, unlike most businesses that reach end users directly. Medical representatives are equipped with an SFA to enhance customer relationship management (CRM) and closed loop marketing (CLM) capabilities in pharmaceutical companies. This study aimed to fill a gap in the literature by investigating the use of SFA in work patterns, such as health professionals' loyalty and involvement in their medical knowledge in Turkey, and how it allows for differentiating training from marketing. This study intended to compare the data on internists and medical products gathered from a well-known pharmaceutical company's SFA. The data covered the first three months of the year 2020, when medical representatives had a normal daily routine, and that of 2021, when Turkey experienced the most powerful surge of the COVID-19 pandemic. The analysis was based on simple correspondence analysis (SCA) and multiple correspondence analysis (MCA) for 11 variables. Monitoring product, physician's segment, and medical representatives' behaviors with SFA had a significant influence on the pharma-physician relationship strategy, as expected. The findings supported the view that SFA technologies can be deployed to advance the medical knowledge of physicians, in addition to managing and designing superior CRM and CLM capabilities.
ABSTRACT
Customer relationship management (CRM) plays an important role in ensuring the success of companies. Attracting and retaining valuable, satisfied, and loyal customers are important goals of CRM. The aim of the paper is to highlight the crucial role of the relationship between companies and their satisfied customers in achieving long-term performance. Using mathematical, relational, and accounting models, companies could answer the question posed by the research: "How do we reduce the costs of unsatisfied customers and how do we improve the relationship with customers?". The research results show that by implementing these models, only 2 out of 10 restaurants have positive Net Promoter Score (NPS) and Customer Satisfaction Index (CSI), the costs related to unsatisfied customers being high for all other restaurants. The research results show the number of dissatisfied customers and a plan to turn them into satisfied customers and achieve superior performance. By knowing these issues in advance, companies can improve these relationships, increasing customer satisfaction and loyalty and thus improving their economic performance.
ABSTRACT
Purpose>Although the positive impact of corporate social responsibility (CSR) initiatives on personal and organizational outcomes has been studied in the fields of human resource management and the hospitality industry, scholars in these fields still consider CSR as a promising area with potential. Drawing upon the dual concern and the attribution theories, this study aims to identify three stages of formations from teamwork with colleagues and personal benefits to organizational benefits from social responsibilities of hospitality companies via an integrated research model.Design/methodology/approach>With the data collected from 324 frontline employees in hospitality enterprises in South Korea, this study empirically investigated the interrelationship to predict frontline employees’ job performance.Findings>The empirical results from structural equation modeling indicated that perceived management support for CSR and perceived colleague support for CSR had significant influence on empathetic concern for colleague and anticipated positive affect, separately. Also, empathetic concern significantly affected psychological well-being and job satisfaction, while an anticipated positive affect significantly influenced job satisfaction. Finally, psychological well-being and job satisfaction had a significant impact on job performance.Practical implications>This study provides several managerial implications for maximizing the effectiveness of hospitality companies’ CSR practices, enhancing frontline employees’ psychological well-being, job satisfaction and job performance.Originality/value>Based on the empirical findings, this study provided meaningful theoretical and managerial implications to maximize the effectiveness of CSR initiatives and maximize frontline employees’ job performance in the hospitality industry.
ABSTRACT
Purpose>Training is one of the key dimensions of internal marketing. Virtual reality (VR), a computer technology that replicates an environment (real or imagined) and simulates a user’s physical presence in that environment to allow for user interaction, offers unique opportunities from a training perspective, such as allowing users to improve their skills without the consequence of failing real customers or the need to be in the real environment physically. This study aims to focus on comparing the effectiveness of VR hospitality training with that of real-world hospitality training.Design/methodology/approach>This study adopts situated cognition theory to empirically test the effect of the awareness of contextual variables (social interaction, location and task) on learning and compare learning outcomes between tourism training in VR and real-world experimental settings.Findings>Results indicate that location and task awareness enhance cognitive absorption, but social awareness does not influence cognitive absorption. There is no significant difference between training in real-world and VR environments. Finally, cognitive absorption has a positive effect on mental model change (the learning outcome).Originality/value>This result advances the theoretical understanding on the significance of learning context by applying situated cognition theory in hospitality training and has significant implications for training that aims for rigor and efficiency within cost, location and time constraints.
ABSTRACT
Category 7 of the Baldrige criteria puts performance results into five areas: (1) product and process;(2) customer-focused;(3) workforce-focused;(4) leadership and governance;and (5) financial, market, and strategy (National Institute of Standards and Technology, n.d.). [...]it’s all about the results. According to Rosenkranz and colleagues, “The most critical value of diversity in healthcare is improving patient outcomes” (2021, p. 1058). To identify counterproductive tasks, healthcare leaders should again take a team-based approach—for example, information technology staff working alongside clinicians to identify ways to streamline the electronic health record entry.
ABSTRACT
Purpose>Digital information seeking behavior incorporates the effective information seeking, retrieving and using in maritime studies. Moreover, digital information literacy skills support the employment of digital tools and information databases for decision making and for performing specific tasks online. The main aim of this paper is to explore the relevant research for the information needs and information seeking behaviour of maritime students.Design/methodology/approach>A systematic literature review over scholarly publications in English language over the last decade was performed through PRISMA method.Findings>The systematic literature review resulted to 22 related publications that are consistent with the criteria of the systematic literature review. These publications are analysed and discussed. The need for further research in the area of information seeking behaviour of students of maritime studies as well as of digital information literacy is exposed.Originality/value>This work explores the behavioural patterns surrounding the central role of information for maritime students as well as for decision-making in the maritime sector. Digital information literacy competencies are discussed in order to be included in the curricula of maritime studies.
ABSTRACT
Disruption caused by the COVID-19 pandemic has led to scaled-up application of digital technologies as well as new perspectives on employee well-being and the future of work. Interviews with senior managers at SAP shed light on the role of management accounting in managing human capital, including analytics, dashboarding, and mapping the business case for investment in human resource assets.
ABSTRACT
Once COVID-19 lockdown was activated in most countries, people had started to suffer the consequences, among those were employees who are considered one of the important society segments as an engine of economic growth during the pandemic. In this regard, this study employs structural equation modeling (SEM) to determine the impact of COVID-19 lockdown on private sector-employees in Saudi Arabia based on a sample targeting the lockdown period using a survey consisting of three main domains to be measured: physical, psychological, and financial. The correlations between the study variables are within the acceptable range. Confirmatory Factor Analysis (CFA) was conducted using AMOS software to validate each domain construct. The results provide support for the hypothesized model with significant internal consistency reliability for each domain. The estimated model reveals that the lockdown exerted a considerable influence on various aspects of employees' life which therefore may impact their performance in their organizations later. The findings can help guide decision-makers within the business community regarding internal customers' needs and also help governments gain a better understanding of citizens' emotions, issues and, interests during critical times.