bluuebunny/crossref_metadata_2025 huggingface dataset:
On the meanings of structure in the international business discourse
Authors: Griffin Ray , O'Toole Thomas
Published: October 2010

Purpose

This paper seeks to examine the meaning and nature of the structure metaphor in the social sciences, and the consequent implications for the academic activity of describing and substantiating new structural forms of multinational corporations (MNCs) in the international business discourse.

Design/methodology/approach

The paper's approach is primarily conceptual, but also introduces some fieldwork. The paper contrasts generalist work in the social sciences on structure with a close reading of the foundational texts on structure in MNCs along with a broader reading on the considerable attempts to describe new structures for MNCs. By interrelating these literatures with fieldwork that deconstructs stories from actors within MNCs, it opens a broader criticism on the discourse on structuring the MNC.

Findings

The paper suggests that the phalanx of new MNC structures could, perhaps, be better understood as a criticism of using the structure metaphor to describe the MNC. On safer ground, it suggests the point of difference between older forms of MNC and the variously described new forms arise from the contrasting definitions of structure used by Giddens.

Originality/value

The paper's originality and value arise from its unique consideration of the structure metaphor in social sciences and the discourse on structure in the international business discourse. It responds to calls for new research methods, and more critical approaches by those hoping to assist managers, in this functionally‐oriented discourse.
Global responsibility through consumption?
Authors: Arruda Fontenelle Isleide
Published: October 2010

Purpose

The purpose of the paper is to question the possible reach of anti‐brand movements and, by extension, those movements that criticize capitalism via consumption, in order to reflect on the impasse in critique, given the new formats that capitalism has assumed.

Design/methodology/approach

This paper takes as the object of its analysis the bookNo Logoand it is supported by qualitative research into the production of the discourse about the responsible consumer in the business media, as well as in books and articles published about the assimilation of resistance, and especially about anti‐consumption and anti‐brand movements.

Findings

The relationship between the empirical findings of the research − the production of the responsible consumption discourse, in the period before, and after the anti‐brand movements – and theoretical articles about empowerment and consumer accountability in the modern day shows how the assimilation of resistance occurred, via the responsible consumption discourse and also draws attention to its limits. Although the qualitative research used in the article was not initially planned for use in it, its findings were incorporated because they are widely applicable to what was being proposed.

Originality/value

The papers originality lies in the fact that it shows the point that a criticism movement has reached after ten years. Although this was already clear to the author in 1999 whenNo Logowas written, a decade later it is possible to state that the movement has been assimilated by the market, especially since the appearance of the discourse of “responsible consumption”. What is completely novel in this article is this co‐relation. At the end, the article also points to the social risks of attributing a large degree of accountability to individuals for consumption.
TNCs as embedded social communities: transdisciplinary perspectives
Authors: Faulconbridge James R.
Published: October 2010

Purpose

This paper aims to explore the value of transdisciplinary dialogues for advancing critical perspectives on international business. Specifically, it seeks to consider how conceptualisations of transnational corporations as embedded social communities can be advanced through dialogues and collaborations between two broadly defined scholarly communities, economic geographers and organizational sociologists.

Design/methodology/approach

The paper is conceptual and reviews existing work by economic geographers and organizational sociologists useful for studying transnational corporations. Specifically the paper considers how economic geographers' work on the affects of institutions on firms can be brought together with organizational sociologists' work on identity regulation to generate new lines of enquiry about the role of transnational identity regulation in firms.

Findings

It is shown that pragmatic rather than adversarial dialogues can overcome the limitations of disciplinary approaches and develop new questions about, and more sophisticated studies of, international business and transnational corporations, as long as the inherent dangers of transdisciplinary working are recognised and avoided.

Originality/value

The paper takes a different approach to existing discussions of the value of transdisciplinary collaboration for studying international business, explicitly advocating a pragmatic approach that involves collaboration between researchers from related paradigms so as to generate new questions for research rather than an approach that involves critique and counter‐critique of work from starkly contrasting research paradigms.
The perceptual fluency effect on pleasurable online shopping experience
Authors: Im Hyunjoo , Lennon Sharron J. , Stoel Leslie
Published: October 2010

Purpose

Visual information quality is one of the most important elements that determines online shoppers' experience on a web site. Yet, currently many e‐tailers use poor quality visual information such as small and blurry images. Therefore, the purpose of this paper is to investigate the impact of visual information quality on online shoppers' affective responses and behavioral intent toward the web site. The theoretical framework of perceptual fluency, the ease with which perceptual forms (i.e. objects) are processed, guided the research.

Design/methodology/approach

A theoretical model was developed based on the literature and tested using multivariate analysis of variance (MANOVA) and structural equation modeling (SEM). The model proposed a mediating effect of pleasure in creating positive aesthetic evaluations and behavioral outcomes of the perceptual fluency effect. An online experiment (n=1,999) was employed with two levels of perceptual fluency.

Findings

MANOVA results confirmed the perceptual fluency effect on aesthetic evaluation and pleasure. SEM analysis supported the proposed model. Pleasure had a stronger impact on behavioral intent than aesthetic evaluation. Theoretical and managerial implications of the perceptual fluency effect on online consumer behavior are discussed.

Originality/value

Previous research has not addressed perceptual fluency from a strong theoretical framework. The paper empirically tested and extended the perceptual fluency hypothesis. Although previous researchers observed the fluency effect on preference choices without testing the mediating effect of affect, this paper examined the mediating role of affect and confirmed the importance of pleasure in aesthetic evaluation. Also, this paper extends the scope of the perceptual fluency effect beyond aesthetic preference/evaluations to behavioral intent.
Outsourcing: is the social exchange theory still relevant in developing countries?
Authors: Wai Chow Lee Jason , Mohamad Osman , Ramayah T.
Published: October 2010

Purpose

The paper offers a viewpoint on the relevance of the underpinnings of the social exchange theory (SET) in understanding inter‐firm relationships, specifically with respect to outsourcing relationships in a Southeast Asian context.

Design/methodology/approach

The viewpoint is based on literature review on outsourcing trends, characteristics and underlying theories including the underpinnings of SET in combination with anecdotal accounts from practitioners in the electrical and electronics (E&E) sector as well as personal emic observations of management styles embedded within the socio‐cultural context of a developing country.

Findings

Management and outsourcing of contracts in a Southeast Asian context are usually done on a personal level with some leeway provided by top management. The reverse is true for developed countries where all processes and contracts need to be seen as just and transparent to stakeholders. Dominant theories identified with outsourcing generations seem to be embedded in management culture of developed countries which are largely influenced by the transaction cost economics theory and its extensions, the resource‐based view and the resource‐dependence view. By placing a caveat on generalizability, the paper opines that SET is still relevant in the Southeast Asian context.

Originality/value

As outsourcing characteristics have changed and evolved over the years, relationship models need to be reviewed and redefined to be in congruence with the changes that are occurring. The Southeast Asian socio‐cultural context can be a reference point for conceptualization of relationship models to understand E&E outsourcing relationships along global supply chains.
Internet vs mobile services: comparisons of gender and ethnicity
Authors: Lee Hyun‐Hwa , Lee Seung‐Eun
Published: October 2010

Purpose

The purpose of this paper is to investigate US consumers' adoption of mobile services from the perspectives of channel extension (mobile vs internet) as well as with considerations of ethnic and gender difference. Specifically, this paper examines the effects of gender and ethnicity in consumers' current usages in different types of mobile services, the relationships between consumers' current internet and mobile service usages, and how current usages of internet and mobile services predict future intentions to use mobile services.

Design/methodology/approach

Online survey method was employed to collect the data. A total of 492 responses were obtained from current mobile users.

Findings

The mobile services most (e.g. sending and receiving text and picture messages, checking e‐mail) and least used (e.g. gambling, educational services) were similar between both male and female respondents, yet male respondents showed a higher use of mobile services. Among ethnic groups, African Americans were the most engaged users of all mobile services, and European Americans were the least engaged. In certain service categories (e.g. informational services related to business/finance), both gender and ethnicity were shown to have significant effects on consumers' current usages of both the internet and mobile services and intentions to use mobile services.

Practical implications

Gender‐ and ethnic‐specific marketing strategies should be based on the types of mobile services. Special attention should be paid to African Americans that have expressed great interests in using the services that are offered through mobile devices (e.g. informational services related to health and business/finance, payment/billing services, and purchasing products). Understanding current internet use of each mobile service is a key to the success of the potential use of mobile services.

Originality/value

There is a lack of previous research addressing consumer issues relevant to specific types of mobile services. This paper provides a meaningful insight into consumer adoption of various types of mobile services from the perspectives of channel extension (mobile vs internet) as well as ethnic and gender difference.
The quality of word‐of‐mouth in the online shopping mall
Authors: Kim HyeKyoung , Song Jihoon
Published: October 2010

Purpose

The purpose of this paper is to examine the relationships among the quality of word‐of‐mouth (WOM), online trust, perceived usefulness, perceived ease of use, and online shopping intention in the online shopping mall. This study presented participation and response of others on bulletin boards or product review sections as the factors that affect the quality of WOM through literature review.

Design/methodology/approach

A theoretical review and an empirical study were conducted and the hypotheses were tested through the empirical analysis.

Findings

The paper finds that participation and response of others on bulletin board or product review section have positive effects on the quality of WOM. It was revealed that the quality of WOM has positive effects on online trust, and online trust has positive effects on perceived usefulness, shopping intension and perceived ease of use. In addition, the results demonstrated that perceived ease of use and perceived usefulness have positive effects on shopping intention.

Originality/value

Many studies on online shopping malls are mostly focused on the effects of following the action by positive or negative WOM. This study examines the factors that determine the quality of online WOM, and it seeks to examine the effects of such WOM on the following actions such as online trust and purchase intention.
Achieving wait time reduction in the emergency department
Authors: Willoughby Keith A. , Chan Benjamin T.B. , Strenger Marlene
Published: October 2010

Purpose

The purpose of this paper is to provide details on a study to determine the wait time and service time for various emergency department (ED) patient care processes and to apply the science of plan‐do‐study‐act (PDSA) cycles to improve patient flow.

Design/methodology/approach

The paper used direct observation to collect patient flow data on 1,728 patients at multiple ED sites in Saskatchewan, Canada. It calculated wait times and services associated with important care processes and then tested, measured and implemented ideas to reduce wait time.

Findings

On an average, patients spend nearly five hours in the ED with about one‐half of the visit devoted to waiting for the next required service to take place. Waiting for an inpatient bed, specialist consultation or physician reassessment comprised relatively long wait times. Through the use of visual reminders and standard process worksheets, quality improvement teams were able to achieve large reductions in physician reassessment waiting time. These improvements required minimal materials cost and no additional staff.

Research limitations/implications

The case study featured EDs within a particular Canadian province, so may not be generalizeable to other settings. We only sampled a fraction of ED patients at each facility.

Practical implications

Admitted patients waiting for a hospital bed represent a key contributor to ED congestion. PDSA cycles are a valuable approach to achieving quality improvement in health care.

Originality/value

The paper fulfils an identified need by breaking down an ED patient's waiting time into several high‐level processes. It also applies improvement science to ED patient flow.
Building a framework for a geriatric acute care model
Authors: Boltz Marie , Capezuti Elizabeth , Shabbat Nina
Published: October 2010

Purpose

The purpose of this mixed methods study is to define the core components of a system‐wide, acute care program designed to meet the needs of older adults.

Design/methodology/approach

Concept mapping methodology (multidimensional scaling and cluster analysis) was used to obtain data describing the core components of a geriatric acute care model. The input of 306 “stakeholders” (clinicians, administrators, consumers, educators, and researchers) was obtained through a world wide web interface, supplemented with consumer interviews.

Findings

The findings yielded eight clusters describing components of a geriatric acute care program: guiding principles, leadership, organizational structures, physical environment, patient‐ and family‐centered approaches, aging‐sensitive practices, geriatric staff competence, and interdisciplinary resources and processes. A total of 113 items that describe dimensions of quality were identified with these clusters.

Practical implications

The clusters and dimensions provide a framework for a hospital to use to plan, implement, and evaluate an acute care model for older adults.

Originality/value

There is not a common understanding of what constitutes a comprehensive set of resources, programs, and activities to address the needs of hospitalized older adults and their families and the staff who serve them. Concept mapping was an effective method of engaging the perspectives of various stakeholders in creating a framework to address these needs, as well as useful in illuminating areas for future research.
A novel organizational structure to provide medical care in specialized hospital departments
Authors: Schroeter Michael , Savitsky Igor , Rueger Maria A. , Kuntz Ludwig , Pick Verena , Fink Gereon R.
Published: October 2010

Purpose

The purpose of this study is to investigate the implementation of a novel organizational structure in a specialized hospital department. The key issue was to optimize the efficacy of the process “hospital treatment” in a patient‐oriented approach.

Design/methodology/approach

A new organizational concept, i.e. the Cologne Consultant Concept (CCC), was developed by and implemented at the Department of Neurology, Cologne University Hospital in August 2007. The outcome of this reorganization was evaluated via a number of critical performance parameters (effects on daily routines and performance data, feedback from quality control and house officers). Furthermore, the strengths and weaknesses of this novel system were compared to the traditional ward‐based system in Germany, the Anglo‐American consultant model and care provided by sub‐specialized teams.

Findings

The reorganization of the healthcare services by the CCC provided flexible medical care for inpatients. The independent assignment of patients to a ward, and to a team of physicians offered incentives for case‐oriented and efficient medical treatment. Importantly, the time‐consuming admission process could be distributed evenly between physicians in chronological order. Furthermore, beneficial effects on the department's overall performance compared to the traditional ward‐based system were observed.

Originality/value

The CCC constitutes a valuable new organizational structure that can provide medical care in any specialized hospital department.
Electronic adverse incident reporting in hospitals
Authors: Walsh Kerry , Burns Calvin , Antony Jiju
Published: October 2010

Purpose

The purpose of this study is to assess attitudes toward and use of an electronic adverse incident reporting system in all four hospitals in one National Health Service Scotland Health Board area.

Design/methodology/approach

A questionnaire was used to assess medical consultants', managers', and nurses' attitudes and perceptions about electronic adverse incident reporting. Actual adverse incident reporting data were also analysed.

Findings

The main findings from this study are that consultants, managers, and nurses all had positive attitudes about responsibility for reporting adverse incidents. All respondents indicated that the design of and information collected by the electronic adverse incident reporting system (Datix) was adequate but consultants had more negative attitudes and perceptions than managers and nurses about Datix. All respondents expressed negative attitudes about the amount and type of feedback they receive from reporting, and consultants expressed more negative attitudes about how Datix is managed than managers and nurses. Analysis of adverse incident reporting data found that the proportion of consultants using Datix to report incidents was significantly lower than that of managers and nurses.

Practical implications

The findings suggest that there are no additional barriers to incident reporting associated with the use of a bespoke electronic adverse incident reporting system as compared to other types of systems. Although an electronic adverse incident reporting system may be able to increase incident reporting and facilitate organisational learning by making it easier to report incidents and analyse incident reporting data, strong leadership within hospitals/healthcare professions (or healthcare subcultures) is still required in order to promote and sustain incident reporting to improve patient safety.

Originality/value

This is the first study to investigate attitudes toward and reporting behaviour on a bespoke electronic adverse incident reporting system in hospitals.
Firm characteristics, financial composition and response to monetary policy
Authors: Ghosh Saibal
Published: October 2010

Purpose

The purpose of this paper is to examine the evidence for credit channel on the composition of corporate finance during tight and loose periods of monetary policy, using micro‐level data on Indian firms for 1995‐2007.

Design/methodology/approach

Univariate tests as well as panel regression techniques were employed to examine the response of firms to monetary policy.

Findings

The findings provide evidence in favor of the relationship lending view, although the magnitude and extent of the response varies according to firm characteristics.

Practical implications

The paper belongs to the strand of literature which examines the impact of monetary policy on corporate behavior, an under‐researched aspect of study in the Indian context.

Originality/value

This paper is believed to be one of the first to examine this issue in a comprehensive fashion in relation to India.
Performance pressure and peer reporting of infractions: a moderated mediation model
Authors: Nair Priya , Kamalanabhan T.J.
Published: October 2010

Purpose

The aim of this paper is to examine how the relationship between performance pressure and unwillingness to report ethical infractions of peers is mediated by moral disengagement, while considering organizational cynicism as a moderator in the mediating relationship.

Design/methodology/approach

Data collected from 302 managers working in public, private and multinational companies were used to test a model employing a moderated mediation analysis. The strength of the indirect effects of performance pressure on peer reporting via moral disengagement was found to depend on organizational cynicism when tested using a generalized approach to simultaneously test combined, moderation and meditation effects as suggested by Edwards and Lambert.

Findings

Path analytic tests of moderated mediation supported the hypothesis that moral disengagement mediates the relationship between performance pressure and unwillingness to report ethical infractions by peers and that the mediation effect is stronger in the presence of higher organizational cynicism. Implications are drawn for organizations.

Originality/value

This is believed to be one of the first studies on organizational cynicism and moral disengagement experienced by managers in India. Further, the application of moderated mediation analysis demonstrates the combination of moral disengagement and organizational cynicism in a theoretically interesting way. In the context of the continued unwillingness of employees to report ethical infractions of their peers, these results may shed additional light on appropriate courses of action for organizations.
Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context
Authors: Chahal Hardeep , Kumari Neetu
Published: October 2010

Purpose

The purpose of this paper is to develop and empirically validate a multidimensional scale for measuring healthcare service quality (HCSQ), based on modified Brady and Cronin's hierarchical service quality model. The study also investigated HCSQ and its ability to predict important service outcomes through two different models. In the first model, direct effects of service quality dimensions, namely physical environment quality (comprising ambient condition, social factor and tangibles), interaction quality (comprising attitude and behaviour, expertise and process quality) and outcome quality (comprising waiting time, patient satisfaction and loyalty) on image are measured. In the second model, direct effects of physical environment quality (comprising ambient condition, social factor and tangibles), interaction quality (comprising attitude and behaviour, expertise and process quality) on service quality through outcome quality (comprising waiting time, patient satisfaction and loyalty) are measured.

Design/methodology/approach

Data were collected from 400 indoor patients of five departments', namely general medicine, surgery, pediatrics, orthopedics and gynecology and ENT of a tertiary public hospital of North India using stratified sampling.

Findings

The study supports both the models for measuring HCSQ. Structural equational modelling is used to test the hypotheses relating to direct and indirect effects in the two models.

Research limitations/implications

The major limitations of the study include selection of only inpatients and use of non‐financial performance measures.

Originality/value

The paper contributes to the development of multiple dimensional holistical service quality models in the healthcare sector.
Brands – vulnerable entities in an uncertain world
Authors: Sen Tuhin
Published: October 2010

Purpose

The purpose of this paper is to highlight the vulnerability of brands in the context of the uncertainties which afflict modern business. The paper cites two instances in which custodians of two sets of brands acted in markedly different ways. In doing so, one set of brand custodians managed to protect their brand, the other set jeopardised the very brands they were supposed to protect. The paper therefore charts out a prescriptive roadmap, which practitioners of the art and the science of branding could use to their advantage while dealing with the vagaries of today's business environment.

Design/methodology/approach

The paper cites two specific instances of brand management. One could be termed exemplary in assessing the reputational risk, which could have had a severely adverse impact on the brand in question. The other instance could very well be termed as an example of what the brand custodians should never have done. The two contrasting cases highlight the fact that brand management has to be practiced within the atmospherics of modern day business. Today, brand management, by no means, could be dissociated from the context in which the brand operates.

Findings

Brand custodians who take a holistic view of the universe in which a brand operates, would be in a better position to protect the brand from reputational hazards. Implicit here is the idea that the universe a brand operates in has to take into consideration the market‐government‐civil society triad. If brand custodians ignore the existence of his triad, they would fail to anticipate reputational risks that might emanate from any single constituent of that triad. If brand custodians fail to anticipate the risks, they would be ill‐equipped to deal with the same.

Originality/value

The paper shows that a brand's reputation can be protected by branding practices, which take into account potential threats emanating from various constituents of society. In the same vein, the paper also highlights the pitfalls of brand management practices, which ignore the seemingly innocuous rumblings of resentment that society harbours towards a brand.
Strategic clarity, business strategy and performance
Authors: Parnell John A.
Published: October 2010

Purpose

This paper seeks to investigate the link between business strategy and performance, giving special attention to the composition of combination strategies.

Design/methodology/approach

A survey assessing business strategy and performance was completed by managers representing 277 retail businesses in the USA.

Findings

The combination strategy was associated with higher performance in some but not all instances. Strategic clarity – the extent to which a single strategy reflects the organization's strategic intent – was also associated with organizational performance. Businesses with high and low strategic clarity outperformed those with moderate strategic clarity.

Research limitations/implications

This paper investigated US retailers and did not assess businesses in other industries or countries. Future research that seeks to replicate these findings is warranted.

Practical implications

Businesses can pursue either a single generic strategy (i.e. low cost or differentiation, prospector or defender or analyzer, etc.) or attempt to combine two or more strategies. Porter and others have warned that a combination strategy is suboptimal because of trade‐offs inherent in “pure” strategies. While some businesses have pursued a combination strategy and performed poorly, others have done so with great success. Evidence presented in the paper attempts to resolve this conundrum, suggesting that high‐performing businesses either concentrate on a single strategy along the Miles and Snow typology or combine all three equally. Those attempting intermediate combinations are more likely to perform poorly.

Originality/value

The paper proposes the notion of strategic clarity and provides evidence that supports a U‐shaped link between strategic clarity and business performance.
Knowledge management practices and organizational adaptation
Authors: Niu Kuei‐Hsien
Published: October 2010

Purpose

The primary purpose of this study is to examine the relationship between knowledge management processes and a firm's ability to adapt to the external environment.

Design/methodology/approach

The field survey research method was used and data were collected from 170 high technology companies in China. Multiple regression analysis as well as mediation tests were conducted to analyze the data.

Findings

The study found that knowledge acquisition, knowledge refining and knowledge applying are important when a firm is trying to enhance its competence. On the other hand, knowledge creation, knowledge refining, knowledge sharing and knowledge applying are influential when a firm is trying to introduce the next round of innovation.

Research limitations/implications

Using self‐reported data could be a potential limitation of the study. It would be preferable to have other forms of data for a study.

Practical implications

The findings provide business executives as well as policy makers with a new way of thinking with respect to how to develop holistic knowledge management practices in order to appropriately adapt to the fast‐changing environment.

Originality/value

The major contribution of the study is an initial attempt to provide a holistic approach in analyzing a firm's knowledge management processes. Further, the study attempts to empirically examine knowledge management processes in relation to organizational adaptation.
The black and white and grey of strategy
Authors: Campbell Andrew , Renshaw Phil , Engstrom Staffan
Published: October 2010

Purpose

The purpose of this paper is to understand the process of strategy execution when strategy is changing.

Design/methodology/approach

The paper presents studies of two companies – Unilever and Carillion – which appear to have found a solution to the generic problem – to understand the process of strategy execution when strategy is changing. The broader research involved examining the strategic planning processes of more than 20 large companies.

Findings

The paper gives two example solutions to a common strategy problem. The gap that often emerges between the desired strategy and the enacted strategy. The general message is that planners need to design a process that enables top managers to give strategic guidance about “grey areas” at a level of detail that matches the complexity of the products and markets in which the company competes. For many companies, this is a much lower level of detail than they are used to handling in their strategic planning processes.

Research limitations/implications

A drawback is the limited number of case studies. However, the main conclusions are tautological.

Practical implications

Top managers need to be much more involved in executing new strategies. By predicting where lower level managers are likely to lose focus, top managers can intervene to ensure that the strategy is followed through.

Social implications

There are implications for decentralisation and empowerment. Leaders need to recognise that they should intervene in some decisions some of the time in order to correct natural biases that may derail their strategic ambitions.

Originality/value

This lies in a focus on strategy execution and the role of top executives in execution.
Towards a theory of endogenous market structure in strategy
Authors: Manral Lalit
Published: October 2010

Purpose

The thought and rationale of sustainable competitive advantage in strategy are significantly influenced by the Schumpeterian models of dynamic competition in IO and evolutionary economics. Yet, most analytical accounts of sustainable competitive advantage fail to explain how firms' investment choices influence, and are simultaneously influenced by, the co‐evolution of “external” industry competition and “internal” firm competences. This paper aims to contribute to the development of a theory of endogenous market structure in strategy.

Design/methodology/approach

Two alternative assumptions are developed – concerning temporally heterogeneous firm investment strategy – that lie central to a proposed behavioral theory of endogenous market structure. Additionally, a theoretical description is provided of the endogeneity of the demand‐side determinants of firm investment strategy and industrial market structure. Finally, guidelines are provided for empirical application of [incorporating] the alternative assumptions and theoretical arguments.

Practical implications

It is expected that the theoretical arguments in the paper will influence strategy scholars to develop dynamic models of firm performance that render themselves amenable to sound empirical analyses.

Originality/value

The paper contributes towards developing a theory of endogenous market structure in strategy.
The relationship between modes of governance and relational tie in new product development relationships
Authors: Teimoury Ebrahim , Fesharaki Mehdi , Bazyar Afshar
Published: October 2010

Purpose

This paper aims to examine the impact of trust, norm of information sharing, and vertical control on relational ties in new product development (NPD) relationships.

Design/methodology/approach

Survey research was conducted to collect data from 112 NPD relationships and structural equation modeling was conducted to test the hypotheses.

Findings

The results suggest that trust and norms of information sharing are positively related to relational ties, while vertical control and relational ties are negatively related. Three independent variables (i.e. trust, norm of information sharing, and vertical control) could significantly predict relational ties. It was also found that there are threshold effects for independent variables as they influence relational ties.

Originality/value

The study enhances the understanding of NPD relationships by examining the key modes of governance through which relational ties are influenced.
Risking the ire of investors in pursuit of long‐term value
Authors: O'Regan Nicholas , Ghobadian Abby
Published: October 2010

Purpose

The purpose of this paper is to demonstrate how key strategic decisions are made in practice at successful FTSE 100 companies.

Design/methodology/approach

The paper is based on a semi‐structured interview with Ms Cynthia Carroll, Chief Executive of Anglo American plc.

Findings

The interview outlines a number of important factors on: the evolution of strategy within Anglo American, strategy execution, leadership at board and executive levels, and capturing synergies within the company.

Originality/value

The paper bridges the gap between theory and practice. It provides a practical view and demonstrates how corporate leaders think about key strategic issues.
Service productivity, quality and innovation
Authors: Parasuraman A.
Published: October 2010

Purpose

The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine the implications of a service productivity framework that incorporates not only the company's perspective (as is done traditionally) but also the customer's perspective and a typology for classifying service innovations on the basis of their potential impact on productivity from the company's and the customer's perspectives.

Design/methodology/approach

The service productivity framework and service innovation typology are developed by synthesizing – and extending – concepts and insights from the relevant literature pertaining to productivity, quality and innovation.

Findings

Analysis and discussion of the proposed frameworks lead to the overarching conclusion that strategies to improve service productivity, enhance service quality or implement service innovations, are likely to be suboptimal if pursued in isolation. As such, it is important for companies to consider the inter‐linkages among service productivity, quality and innovation when formulating and implementing strategies pertaining to any of them.

Originality/value

The integration of conventional productivity concepts with key insights from the rich literature on service quality is novel. The resulting expanded service productivity framework and service innovation typology have important managerial implications and also offer several potentially fruitful avenues for further research.
User participation: quality assurance for user‐fit design
Authors: Wai Michael Siu Kin
Published: October 2010

Purpose

The purpose of this paper is to discuss how the participatory approach should be considered and applied in research for the disabled. It aims to arouse the awareness of policymakers, professionals, researchers and the general public that disabled people must not only be considered, but also invited to participate in research actively in order to bring real benefit to disabled people.

Design/methodology/approach

An in‐depth case study related to policy, implementation and management quality of tactile guide paths (TGP) was carried out in Hong Kong. Participatory approach was adopted to explore how to help visually impaired people (VIP) access places independently. The methods included group discussions, direct individual interviews, field studies and intensive observations.

Findings

The quality of TGP is still unsatisfactory in policy, implementation and management aspects in that VIP still face a lot of difficulties in accessing places, in particular the places they have never gone before. Two of the major causes of poor quality of TGP are misunderstanding and neglect. VIP, as well as other disabled people, still face many difficulties arising from different sources; from the grant society policies to small objects in their daily lives.

Practical implications

VIP should not be considered as a group of people with ills, trouble and problems in the society. Policymakers, professionals in design and implementation and management people must recognise that they should not impose their value judgments and preferences on VIP. Instead, user participation is a good and applicable approach to assure a high quality of design.

Originality/value

The paper offers insights into quality assurance for user‐fit designs.
Service quality on three management levels
Authors: Camén Carolina
Published: October 2010

Purpose

The aim of this paper is to deepen the understanding of how service quality factors are stipulated in advance within contracts, in order to ensure the providing of a high‐quality service to the user, when the service is contracted out to an external partner. It aims to identify, describe, and analyse the service quality descriptions included in contracts.

Design/methodology/approach

The paper is based on case studies and focuses on a comparison of service quality factors in contracts. The empirical base is the public transport sector – a context in which the contracts are widely used, and where the service is standardised, continuous, capital intensive, and provided by external operators, but where contract solutions differ. The contracts analysed are those entered into between 21 public transport companies and their contracted external operators in Sweden.

Findings

The study highlights that service quality factors in formal procurement contracts can be related to three interdependent management levels: the rhetorical level, the strategic level, and the operational level, in each of which the factors are described differently.

Originality/value

The findings provide insight into how service quality is described and used in contracts at three different levels, when the service is provided in a complex business setting, where contractors aim to control the service by contractual means, since they are ultimately responsible for providing the service to the end‐users. The research also contrasts with previous research claiming that contractors fail to incorporate service quality from a user perspective, which is not the case in the studied contracts. The paper also makes an important contribution by empirically investigating physical contracts used in a public tendering context, which focus on service quality descriptions, as it has been acknowledged that there is a lack of empirical investigation of the nature and form of contractual arrangements.
A proposed model for measuring service quality in secondary education
Authors: Ramseook‐Munhurrun Prabha , Naidoo Perunjodi , Nundlall Pushpa
Published: October 2010

Purpose

The aim of this paper is to examine educators' perceptions of service quality in secondary schools. Research into service quality in a secondary educational context is somewhat scant, and where investigations have been undertaken, very little has been conducted from the educators' perspectives.

Design/methodology/approach

A focus group was conducted to elicit attributes of service quality that were deemed important by educators of state secondary schools. The study utilises focus group findings and modifies the SERVQUAL to develop a research instrument, EDUSERV, which measures educators' expectations and perceptions of service quality in secondary schools in Mauritius.

Findings

Exploratory factor analysis was used to group the service attributes into latent “service factors” and the statements loaded on five factors. Consequently, the EDUSERV instrument was found to be reliable and valid to measure service quality in a secondary education environment. Regression analysis was also used to examine the relationship between quality dimensions and overall satisfaction.

Research limitations/implications

This is the first stage of a comprehensive study, the model was tested only with educators in Mauritius, and this is the major limitation. Future research direction is desired for conducting the study using the same instrument on students and school management.

Practical implications

The research has important managerial implications as the findings will assist secondary school management and policy makers in identifying areas which require attention so as to improve the level of service quality in secondary education.

Originality/value

The paper presents a model which can be used to evaluate service quality in secondary education.
The suitability of Kano's method for the requirements of the cutlery industry
Authors: Crostack Horst‐Artur , Kern Christian , Refflinghaus Robert
Published: October 2010

Purpose

The purpose of this paper is to apply Kano's method in practice in the cutlery industry and test its suitability to the cutlery industry. Furthermore, a Kano‐based process for weighting customer requirements is presented.

Design/methodology/approach

By using the example of the cutlery industry, the paper exemplifies in which way companies can use Kano's method to consider customer requirements as good as possible. Thereby, it is discussed how less popular Kano evaluation modes can support the process of prioritizing measures. Rest upon the results of a Kano project, a multistage method for weighting customer requirements is introduced. The method is based on the connection of already existing Kano evaluation modes. It calculates the meaning of a customer requirement by using the percentage dispatch of the requirement on individual Kano requirement categories.

Findings

The evaluation of Kano questionnaires – differentiated by age and sex – showed that a low price by itself is not a decisively criteria for a buyer's decision. The main successful strategy is the availability of an extensive service. The analysis of Kano evaluation modes showed that especially the methods CAT and M>O> A> I are conceptual useable for developing a Kano‐based weighting process. Through an adjustment of existing methods and by a variation of the factors of the multistage calculation algorithm it is possible to describe the process of customers' requirement prioritisation.

Originality/value

By calculating the weighted relevance of customer requirements directly from the results of a Kano project, the new method allows to optimize the customer orientation within the companies.
Failure mode and effects analysis in pharmaceutical research
Authors: Inoue Hirotaka , Yamada Shu
Published: October 2010

Purpose

Quality management tools such as failure mode and effects analysis (FMEA) have been implemented in various industries to improve quality. This report aims to demonstrate that FMEA can be applied as a performance improvement tool, based on case analysis of process improvement conducted for a drug discovery project.

Design/methodology/approach

The main points of the proposed FMEA process include: inclusion of an interface that makes it easy to visualize complicated processes in pharmaceutical research; identification of undesirable effects to indicate process defects; and a quantitative estimate of the undesirable effects related to quality and efficiency.

Findings

The effectiveness of the proposed FMEA process was evaluated based on in vivo screening/profiling during early drug discovery. The process targeted for improvement was visualized using a flow diagram. The undesirable effects identified included waiting, false operations, and errors in the decision‐making and reporting processes. The most serious flaws, determined by risk priority numbers for each category, were waiting and false operations.

Originality/value

The effectiveness of the proposed FMEA was demonstrated by applying the analysis to another in vivo profiling process. Quantitative evaluation of the undesirable effects determined that they were reasonable. This provides a benefit for scientists seeking to improve the drug discovery process.
Corporate social responsibility disclosure
Authors: Aribi Zakaria Ali , Gao Simon
Published: October 2010

Purpose

The purpose of this paper is to examine the influence of Islam on corporate social responsibility disclosure (CSRD) in Islamic financial institutions (IFIs).

Design/methodology/approach

Using the content analysis approach, the paper examines the influences of Islam on CSRD by looking into the annual reports of 21 conventional financial institutions (CFIs) and 21 IFIs operating in the Gulf region.

Findings

The results show significant differences in the level and the extent of the disclosure between IFIs and CFIs, largely due to the disclosure made by IFIs of religions related themes and information, including Shari'a supervisory board reports, the “Zakah” and charity donation, and free interest loan.

Originality/value

This paper's contribution to the literature is twofold: the paper reveals the actual difference of CSRD between IFIs and non‐IFIs, by comparing the disclosures made by IFIs and non‐IFIs; and the paper identifies the extent of influence of Islam upon the CSRD of IFIs.