Irena Ograjenšek

Conceptualizing tourist satisfaction at the destination level.

Purpose – The purpose of the research is to conceptualize a model of tourist satisfaction at the destination level which can serve as a background for designing a universal, parsimonious, short and easily applicable measurement instrument.Design/methodology/approach – The conceptual model was developed on the basis of existing theoretical and empirical research in the fields of marketing and tourism.Findings – The model includes eight latent constructs, with tourist satisfaction being the central one. The analysis of the antecedents (quality, image, value, and costs and risks) of customer satisfaction provides insights into the processes underlying the creation of satisfaction, while the outcome constructs (complaint behavior and loyalty) indicate the consequences of (dis)satisfaction.Research limitations/implications – Designing a parsimonious and easily applicable measurement instrument imposes some limitations with respect to the number of constructs and measured variables included. The inclusion of ad...

SERVQUAL and the process improvement challenge

Service quality is difficult to quantify as it is a function of differing customer perceptions over time, the ever changing market conditions, the measurement process and the interpretation of the data that have been gathered. The SERVQUAL questionnaire and gap analysis have been used to analyse service quality within diverse organisations over the last 30 years. The measurement instrument has been analysed, changed and criticized by numerous authors. However, as a stand-alone tool, it has remained much the same. With organisational emphasis on change in systems as well as new and innovative ways of using computer technology, SERVQUAL is more likely to become obsolete as a stand-alone tool as new ways of collecting and disseminating data become available. However, it might survive if integrated into an ever changing IT framework within a generic company structure such as e.g. the Six Sigma framework. In our paper we strive (1) to find out to what extent is SERVQUAL helpful in process improvement; and (2) to determine characteristics of methodology that would call for application of SERVQUAL for process improvement purposes. Copyright

The Link Between Human Resource Management and Company Performance

ABSTRACT There seems to be a widespread agreement that human resources are the main source of competitive advantage in modern companies. Consequently, the traditional personnel function is being transformed into the human resource management (HRM), which, in turn, is becoming a part of strategic management with the goal of integrating HRM activities to fit business needs. In this paper, we analyze the transformation of personnel function in Slovene companies, which had to change their behavior due to the transition from socialist to market economy and increased competitive pressures. Our analysis leads to the conclusion that Slovene companies use many different personnel models. Transformation of traditional personnel function into HRM occurred mostly in those companies, which place greater emphasis on people-related goals when formulating business strategy. However, the positive effects of this transformation on company performance still have to be confirmed.

Enhancing the Value of Survey Data on Customer Satisfaction in the Framework of a Customer Loyality Programme: Case of a Slovenian Retailer

Abstract In retailing, one of the most important factors shaping overall satisfaction are customer perceptions of sales personnel characteristics (e.g. physical appearance, willingness to listen, assure and oblige, etc.). In our empirical project we aim to show that this effect is even larger in the framework of a loyalty programme aiming at creation of long-term relationships. Liberally made and often repeated promises which are not kept create room for development of negative feelings towards retailers (especially if customers feel trapped). Furthermore, long-term relationships might go stale due to predictability of the shopping experience (the so-called “negative loyalty programme effect”). A relevant combination of survey and transaction data enables a retailer to develop and implement measures to keep identified customer segments satisfied and consequently in the spending mood.

The gender gap in economic dependency over the life cycle: some theoretical and practical considerations

Abstract Economic analysis usually defines the period of dependency with arbitrary age limits that are independent of country, year, gender and other factors. This paper uses the National Transfer Accounts methodology, which defines dependency by the life cycle periods in which individuals’ consumption exceeds their labour income. The novelty of the paper is the decomposition of the results by gender, as well as the retrospective pre- and post-crisis analysis for the 2000–2012 period. Slovenia, an ageing European society with a small, open economy, is used as a showcase. The findings indicate that, in Slovenia in 2012, women were able to finance their consumption through their labour income for 29.0 years, compared to 35.9 years for men, with a significant decrease in the gender gap in economic dependency over time, from 7.9 years in 2000 to 6.9 in 2012. It would seem that the economic crisis interrupted the path to equal periods of economic dependency for both genders. However, overall, the gender gap tends to decrease, despite the economic crisis.

Official Statistics and Statistics Education: Bridging the Gap

Abstract This article aims to challenge official statistics providers and statistics educators to ponder on how to help non-specialist adult users of statistics develop those aspects of statistical literacy that pertain to official statistics. We first document the gap in the literature in terms of the conceptual basis and educational materials needed for such an undertaking. We then review skills and competencies that may help adults to make sense of statistical information in areas of importance to society. Based on this review, we identify six elements related to official statistics about which non-specialist adult users should possess knowledge in order to be considered literate in official statistics: (1) the system of official statistics and its work principles; (2) the nature of statistics about society; (3) indicators; (4) statistical techniques and big ideas; (5) research methods and data sources; and (6) awareness and skills for citizens’ access to statistical reports. Based on this ad hoc typology, we discuss directions that official statistics providers, in cooperation with statistics educators, could take in order to (1) advance the conceptualization of skills needed to understand official statistics, and (2) expand educational activities and services, specifically by developing a collaborative digital textbook and a modular online course, to improve public capacity for understanding of official statistics.

Corporate environmentalism in emerging markets: Lessons from a country in transition

In order to find out what is the state of corporate environmentalism in Slovenia, a country in transition, we surveyed a large sample of Slovenian manufacturing companies. Our results show that none of the identified company clusters exhibits qualities attributed to fully advanced corporate environmentalism. In such circumstances regulatory pressures and top managements personal preferences still play a major role in motivating corporate environmentalism.