• Measuring the Deliverable and Impressible Dimensions of Service Experience

      Beltagui, Ahmad; Darler, William; Candi, Marina (John Wiley & Sons Ltd, 2015-09)
      Service innovation has become a priority within the field of innovation management and is increasingly focused on the creation of memorable experiences that result in customer loyalty. Studies of experience design suggest individual service elements to be managed when staging an experience whereas conceptual models in the literature emphasize the holistic way in which an experience is perceived. In short, service experience is greater than the sum of its parts. Therefore, successful innovation management requires the ability to understand and measure the mechanisms by which service innovations impact customers’ experiences. Our research addresses this need by identifying dimensions of service experience and developing a tool for their measurement. Using a three stage process of 1) systematic literature review; 2) rigorous scale development and reduction; and 3) validation, we identify six dimensions of the service experience and develop scales to measure each one. This results in a model of service innovation that highlights the levers through which a company’s service innovation efforts can result in memorable experiences and ultimately generate service success.
    • Organ donation agency: A discourse analysis of correspondence between donor and organ recipient families

      Galasinski, Dariusz; Sque, Magi (John Wiley & Sons Ltd, 2016-09-06)
      Studies about the psychosocial issues concerning organ donation and transplantation tend to focus on the experiences of donor or recipient families. Little is therefore known about the part played by correspondence exchanged between these two groups; in particular how they perceive the agency of organ donation. This is the first analysis to address the representation of the act of donation from the viewpoint of both donor and recipient families through interrogation of archived correspondence data, using linguistic techniques. The data was drawn from a collection of letters, from four USA Organ Procurement Organisations, exchanged between donor and transplant recipient families. Donor families consistently linguistically ascribed agency and accountability for donation to the person who died, the donor. For the recipient families, on the other hand, the ‘giver’ was mainly implied, ambiguous or ascribed to the donor family.
    • Police pay-contested and contestable

      Mather, Kim; Seifert, Roger; HRM and IR Group; Keele Management School; Keele Staffs Keele ST5 5BG UK; HRM and IR Group; Keele Management School; Keele Staffs Keele ST5 5BG UK (John Wiley & Sons Ltd, 2016-05-27)
      This paper provides an analysis of developments in the determination of police pay. It reveals the contested nature of public sector pay setting where the government of the day is given to short-term economic goals over and above any long-term approach to resolving staffing issues in the essential public services. In the case of the police, the Police Federation of England and Wales (PFEW) has traditionally used both industrial and political methods to put pressure on key government decision-makers. Developments reveal increasingly fraught relations between the police and the government, with the 2008 pay dispute in particular remarking a key point of deterioration in this set of relations. Once it became clear after the 2010 general election that the government would ignore industrial pressure then the PFEW felt driven to increase the activities of its political arm. This ultimately backfired with Plebgate leaving them naked in the negotiating chamber