bluuebunny/crossref_metadata_2025 huggingface dataset:
Extraction of circuit parameters from PCB by FDTD and SIBC
Authors: Hollaus Karl , Bíró Oszkár , Matzenauer Gernot , Stockreiter Christian , Weiß Bernhard , Caldera Peter , Paoli Gerhard
Published: August 2009

Purpose

The purpose of this paper is to study the extraction of scattering parameters (SPs) from simple structures on a printed circuit board (PCB) by the finite difference time domain (FDTD) method with the aid of a surface impedance boundary condition (SIBC).

Design/methodology/approach

The incorporation of SIBC into the FDTD method is described for the general case. The excitation of a field problem by a field pattern and the transition from the field solution to a circuit representation by SPs is discussed.

Findings

SPs obtained by FDTD with SIBC are validated with semi‐analytic solutions and compared with results obtained by different numerical methods. Results of a microstrip with a discontinuity considering losses are presented demonstrating the capability of the present method.

Originality/value

The comparison of numerical results obtained by different methods demonstrates the capability of the present method to extract SPs from PCBs very efficiently.
Enhanced homogenization technique for magnetomechanical systems using the generalized finite element method
Authors: Hauck A. , Lahmer T. , Kaltenbacher M.
Published: August 2009

Purpose

The purpose of this paper is to present a homogenization approach to model mechanical structures with multiple scales and periodicity, as they occur, e.g. in power transformer windings, subjected to magnetic forces.

Design/methodology/approach

The idea is based on the framework of generalized finite element methods (GFEM), where the normal polynomial finite element basis functions are enriched by problem dependent basis functions, which are, in this case, the eigenmodes of a quasi‐periodic unit cell setup. These eigenmodes are used to enrich the standard polynomial basis functions of higher order on a coarse grid modeling the whole periodic structure.

Findings

It is shown that heterogeneous magnetomechanical structures can be homogenized with the developed method, as demonstrated by homogenization of a transformer coil setup.

Originality/value

An efficient homogenization procedure is proposed on the basis of the GFEM, which is extended using a special set of enrichment functions, i.e. the mechanic eigenmodes of a generalized eigenvalue problem.
Closing the gap between perceived and actual waiting times in a call center: results from a field study
Authors: Whiting Anita , Donthu Naveen
Published: August 2009

Purpose

The purpose of this paper is to investigate what factors influence the gap between caller's perception of how long they think they waited and how long they actually waited on hold and to determine what call managers can do to reduce this gap called estimation error.

Design/methodology/approach

A field experiment was conducted with a corporation's call center.

Findings

The findings were: the higher the estimation error of callers, the less satisfied they are; music increases estimation error, unless callers can choose the music; waiting information reduces estimation error; callers with urgent issues have more estimation error and they overestimate more; and females have higher estimation error and they overestimate more than males.

Research limitations/implications

Limitations are one call center in one context. Implications are identification of antecedents of overestimation.

Practical implications

The paper provides guidelines for call center managers for reducing estimation error and increasing caller satisfaction. It discusses the need for understanding callers and measuring items that are important to them.

Originality/value

The study investigates an under researched variable called estimation error. Study also provides information about some of the causes for why consumers overestimate or underestimate their waiting time. Study provides guidelines from an actual call center and discusses variables that managers can easily use to decrease estimation error and overestimation.
Exploring customer reactions to offshore call centers: toward a comprehensive conceptual framework
Authors: Sharma Piyush , Mathur Rajiv , Dhawan Abhinav
Published: August 2009

Purpose

The purpose of this paper is to explore the moderating influence of attitude toward offshore call centers (OCCs) and brand image of the service provider firm on the relationships among perceived service quality (SQ), customer satisfaction (CS), complaint (CI) and repeat purchase (RP) intentions.

Design/methodology/approach

A total of 285 adult shoppers with prior experience with OCCs were recruited using mall‐intercept approach in a large mid‐Western city in the USA. A structured questionnaire was used to record their perceptions about their service provider using OCCs. Structural equation modeling was used to test the measurement and basic structural model, along with multi‐group analysis to test the moderating effects. Multiple moderated regression analysis was also used to verify the moderating effects.

Findings

As expected, SQ was found positively associated with CS, and CS was negatively associated with CI but positively with RP. Moreover, attitude toward OCC positively moderated the link between SQ and CS; brand image negatively moderated the link between CS and CI and positively moderated the link between CS and RP. All the hypotheses were supported.

Research limitations/implications

It was found that negative attitudes towards OCC result in feelings of dissatisfaction, increase in complaints and decrease in repeat purchases. However, customers are likely to complain less and continue to patronize for a more reputed service firm compared to a less reputed firm. This finding contradicts recent market reports, hence future research should investigate actual customer complaints and repeat purchases to confirm the moderating role of brand image.

Practical implications

Services firms using OCC should be aware that their customers have varying attitudes toward OCC. They should track these attitudes and their impact on customer complaint and repeat purchase behavior. They should also track and benchmark the service levels of their OCC with their own local call centers and those of the competitors. They could improve customer attitudes toward OCC by customer relationship management and improve the service standards through more training and empowerment of their OCC representatives.

Originality/value

This study is one of the first few empirical investigations of customer reactions to OCCs exploring the moderating influence of “Attitude toward OCC” and “Brand image” on the relationships among perceived service quality, customer satisfaction, complaint and repeat purchases. The findings provide useful insights to managers and researchers alike.
Call center employee personality factors and service performance
Authors: Sawyerr Olukemi O. , Srinivas Shanthi , Wang Sijun
Published: August 2009

Purpose

The challenge of attracting and retaining high performing call center employees is significant. Research in general has shown a link between personality factors and job performance. This study aims to focus on examining the relationship between personality factors and performance using service performance indicators and further, to study the role of emotional exhaustion in this relationship in the context of call centers.

Design/methodology/approach

Using a structured questionnaire 194 call center employees and their supervisors were surveyed in eight call centers in five companies in the insurance and telecommunications industries.

Findings

Results using structural equation modeling showed that, with the exception of extraversion/introversion, all of the personality dimensions of the five factor model: conscientiousness, agreeableness, openness to new experience and emotional stability as well as locus of control were significantly related to one or more of the performance measures. Emotional exhaustion mediated the relationship between emotional stability and locus of control and intent to turnover.

Research limitations/implications

The study examined the mediating role of emotional exhaustion in the relationship between personality and performance; the impact of stressors needs further study.

Practical implications

Insights gained from this study could be used to develop selection strategies, work redesign programs and training that would benefit the organization by reducing employee costs and enhancing employee wellbeing.

Originality/value

This study uses service performance assessment data obtained from supervisors to establish the link between personality, emotional exhaustion and service performance among call center employees.
The use of strategic deception in relationships
Authors: Patwardhan Abhijit , Noble Stephanie M. , Nishihara Ceri M.
Published: August 2009

Purpose

The primary purpose of this research is to explore the use of strategic deception as adopted by call centers endeavoring to establish relationships with consumers.

Design/methodology/approach

Qualitative interviews, over the telephone and in person, were conducted with call center employees located in India.

Findings

The findings reveal various types of strategic deception occurring in call centers. Discoveries imply that companies are training their employees to deceive consumers in order to win their trust and cooperation.

Research limitations/implications

To improve generalization of the findings, future research should include call centers located in other parts of the world and determine if other types of companies use deception in any way to build trust and perceived similarity with their customers. The paper offers an overarching typology to guide future research in this area.

Practical implications

In this research a framework is provided by which practitioners might judge the desirability of using strategic deception in light of length of relationship and reason for the consumer interaction. Future research would more fully explicate the feasibility of such deceptive approaches at various levels/depths of interaction.

Originality/value

This study adds to extant relationship marketing literature by introducing the concept of strategic deception that is counterintuitive in terms of building relationships given the theoretical importance of self‐disclosure, trust, and honesty with consumers. It also describes specific instances of strategic deception employed in foreign call centers.
Frontline employees' views on organizational factors that affect the delivery of service quality in call centers
Authors: Dean Alison M. , Rainnie Al
Published: August 2009

Purpose

This paper aims to report on a study that investigated employees' views on the organizational factors that affect their ability to deliver service quality to customers. The study is important because call centers represent unique work environments and they have not been used in the development of service quality theory.

Design/methodology/approach

Ten focus groups of frontline employees who work in a telecommunications call center in Australia were conducted. Data were subjected to content analysis.

Findings

Nine major themes were identified. Some of these themes are evident in theory arising from service quality gaps, service climate, and service profit chain studies. Other themes include whether managers emphasize sales or efficiency, rather than service quality; approaches to performance monitoring and feedback, role and productivity demands, quality assurance regimes, and employees' experiences of service encounter stress.

Research limitations/implications

The findings suggest that various factors from prior work need to be integrated and extended to enhance service quality in call centers. However, data were collected from only one call center.

Practical implications

The present study suggests that to deliver high levels of service quality, call center managers need to rethink their approaches to productivity and performance management, and hiring and supporting the “right” service staff.

Originality/value

This paper re‐examines service quality in the specific context of call centers. It provides an organizational focus and complements recent work that has tested the role of employee attitudes in service quality studies. The paper concludes with a model for testing.
Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees
Authors: Ashill Nicholas J. , Rod Michel , Thirkell Peter , Carruthers Janet
Published: August 2009

Purpose

This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service recovery performance.

Design/methodology/approach

In this study, call centre FLEs completed a self‐administered online survey questionnaire on role stressors, emotional exhaustion, depersonalisation, job resourcefulness and service recovery performance. Data were analyzed using structural equations modelling (SEM) by means of LISREL 8.53.

Findings

The results show that job resourcefulness buffers both the dysfunctional effects of role stressors on symptoms of burnout and the effects of role stressors on FLE service recovery performance.

Research limitations/implications

Limitations of the study include the generalisability of the findings within one organisational context. Suggestions for future research include an examination of other personality traits specific to FLE jobs such as customer orientation.

Practical implications

The research advances understanding of the relationships between role stressors, emotional exhaustion, depersonalisation, job resourcefulness as a situational personality trait and FLE service recovery performance in a call centre environment. The findings highlight the value of job resourceful FLEs, and suggest a number of practical implications for the identification, recruitment and retention of call centre FLEs.

Originality/value

No attention has been given to examining the role of situational personality traits and their effect on the burnout process. By extending previous research on the relationship between role stressors and burnout symptoms, this study investigates the impact of job resourcefulness in the burnout process and in influencing the service recovery performance efforts of call centre FLEs directly.
Insights into the Indian call centre industry: can internal marketing help tackle high employee turnover?
Authors: Budhwar Pawan S. , Varma Arup , Malhotra Neeru , Mukherjee Avinandan
Published: August 2009

Purpose

Increasing turnover of frontline staff in call centres is detrimental to the delivery of quality service to customers. This paper aims to present the context for the rapid growth of the business process outsourcing (BPO) sector in India, and to address a critical issue faced by call centre organisations in this sector – the high employee turnover.

Design/methodology/approach

Following a triangulation approach, two separate empirical investigations are conducted to examine various aspects of high labour turnover rates in the call centre sector in India. Study one examines the research issue via 51 in‐depth interviews in as many units. Study two reports results from a questionnaire survey with 204 frontline agents across 11 call centres regarding employee turnover.

Findings

This research reveals a range of reasons – from monotonous work, stressful work environment, adverse working conditions, lack of career development opportunities; to better job opportunities elsewhere, which emerge as the key causes of increasing attrition rates in the Indian call centre industry.

Research limitations/implications

The research suggests that there are several issues that need to be handled carefully by management of call centres in India to overcome the problem of increasing employee turnover, and that this also demands support from the Indian government.

Originality/value

The contributions of this study untangle the issues underlying a key problem in the call centre industry, i.e. employee turnover in the Indian call centre industry context. Adopting an internal marketing approach, it provides useful information for both academics and practitioners and suggests internal marketing interventions, and avenues for future research to combat the problem of employee turnover.
Testing some major determinants for hospital innovation success
Authors: do Carmo Caccia‐Bava Maria , Guimaraes Valerie C.K. , Guimaraes Tor
Published: August 2009

Purpose

Hospitals have adopted new policies, methods and technologies to change their processes, improve services, and support other organizational changes necessary for better performance. The literature regarding the four major areas of strategic leadership, competitive intelligence, management of technology, and specific characteristics of the organization's change process propose their importance in successfully implementing organization innovation. While these factors may indeed be important to enhance hospital performance, the existing literature contains limited empirical evidence supporting their relationship to successfully implementing innovation in hospitals. This study aims to empirically test these relationships proposed in the literature by researchers in separate knowledge areas.

Design/methodology/approach

A survey of 223 hospitals has been used to test an integrated model of these relationships. The response rate and the representativeness of the sample in terms of hospital size and geographical location were found satisfactory. The quality assurance/compliance managers for each hospital were the target respondents to questions, which require a corporate perspective while reducing the chance of bias for questions regarding top management leadership abilities.

Findings

The results provide clear evidence about the importance of strategic leadership, competitive intelligence, management of technology, and specific characteristics of the hospital's change process to the hospitals success in implementing innovation.

Practical implications

Given the importance of hospitals to change their processes, improve services, and support other organizational changes necessary for better performance, a great benefit is that the main factors for successful innovation have been brought together from scattered literature and tested among hospitals. Further, the items used for measuring the main constructs provide further insights into how hospital administrators should go about developing these areas within their organizations.

Originality/value

This study is a first attempt at empirically testing the importance of strategic leadership, competitive intelligence, management of technology, and specific characteristics of the hospital's change process for the success of innovation efforts.
Service quality in health care setting
Authors: Edura Wan Rashid Wan , Kamaruzaman Jusoff Hj.
Published: August 2009

Purpose

This paper attempts to explore the concept of service quality in a health care setting.

Design/methodology/approach

This paper probes the definition of service quality from technical and functional aspects for a better understanding on how consumers evaluate the quality of health care. It adopts the conceptual model of service quality frequently used by the most researchers in the health care sector. The paper also discusses several service quality dimensions and service quality problems in order to provide a more holistic conception of hospital service quality.

Findings

The paper finds that service quality in health care is very complex as compared to other services because this sector highly involves risk.

Originality/value

The paper adds a new perspective towards understanding how the concept of service quality is adopted in a health care setting.
Evaluation of hospital service level agreements
Authors: Berbée Rieneke G. , Gemmel Paul , Droesbeke Brenda , Casteleyn Hugo , Vandaele Darline
Published: August 2009

Purpose

The purpose of the paper is to evaluate the development and use of service level agreements (SLAs) in a Belgian hospital from a client's point of view.

Design/methodology/approach

The paper is based on a theoretical framework indicating the variables that influence the relationship between the use of a specific governance mechanisms and performance, a new instrument was developed and applied on a convenience sample of 107 SLA clients from a Belgian hospital.

Findings

SLAs are useful for hospitals, as they improve people's insight into processes, stimulate people to think about performance measurement and, in some cases, also lead to improved services. The main advantages of SLAs do not really lie in improved relationships and better fits with clients' needs, but in improved process mapping and improved performance measurement. The questionnaire from this research study proves to be a useful and reliable instrument for evaluating internal SLAs from a client's point of view.

Research limitations/implications

The results of this study are limited, as they are only based on one Belgian institution. Other limitations include the posttest‐only research design and the unequal distribution of the respondents over the different SLAs. Recommendations for future research include applying the questionnaire in other Belgian hospitals and in settings where both a pretest and posttest can be conducted.

Originality/value

As far as known, no other studies have yet evaluated the effectiveness of SLAs in the healthcare sector. While a fairly‐substantial amount of scientific literature deals with SLAs in the world of ICT, this literature is often very specific and cannot always be applied to other service sectors.
Culture and quality care perceptions in a Pakistani hospital
Authors: Rabbani Fauziah , Wasim Jafri S.M. , Abbas Farhat , Jahan Firdous , Syed Nadir Ali , Pappas Gregory , Iqbal Azam Syed , Brommels Mats , Tomson Göran
Published: August 2009

Purpose

Organizational culture is a determinant for quality improvement. This paper aims to assess organizational culture in a hospital setting, understand its relationship with perceptions about quality of care and identify areas for improvement.

Design/methodology/approach

The paper is based on a cross‐sectional survey in a large clinical department that used two validated questionnaires. The first contained 20 items addressing perceptions of cultural typology (64 respondents). The second one assessed staff views on quality improvement implementation (48 faculty) in three domains: leadership, information and analysis and human resource utilization (employee satisfaction).

Findings

All four cultural types received scoring, from a mean of 17.5 (group), 13.7 (developmental), 31.2 (rational) to 37.2 (hierarchical). The latter was the dominant cultural type. Group (participatory) and developmental (open) culture types had significant positive correlation with optimistic perceptions about leadership (r=0.48 and 0.55 respectively, p<0.00). Hierarchical (bureaucratic) culture was significantly negatively correlated with domains; leadership (r=−0.61, p<0.00), information and analysis (−0.50, p<0.00) and employee satisfaction (r=−0.55, p<0.00). Responses reveal a need for leadership to better utilize suggestions for improving quality of care, strengthening the process of information analysis and encouraging reward and recognition for employees.

Research limitations/implications

It is likely that, by adopting a participatory and open culture, staff views about organizational leadership will improve and employee satisfaction will be enhanced. This finding has implications for quality care implementation in other hospital settings.

Originality/value

The paper bridges an important gap in the literature by addressing the relationship between culture and quality care perceptions in a Pakistani hospital. As such a new and informative perspective is added.
Patient satisfaction with an emergency department psychiatric service
Authors: O'Regan Claire , Ryan Martina
Published: August 2009

Purpose

The purpose of this paper is to measure the rate of satisfaction of the sample population with an emergency department psychiatric service and to explore in open‐ended questions, factors which contributed to these satisfaction ratings.

Design/methodology/approach

All psychiatric patients who attended the service and fulfilled the eligibility criteria during the study timeframe received the postal questionnaire (n=55). The Client Satisfaction Questionnaire‐8 was used, which is a brief, eight‐item instrument designed to assess post‐service satisfaction. It has good psychometric properties and has been validated for use in a psychiatric patient population.

Findings

It is found that 35 per cent of respondents scored a low level of satisfaction, 29 per cent a medium level and 36 per cent a high level of satisfaction. The qualitative data, completed by 73 per cent of respondents, provided a more in‐depth view from the patient's perspective.

Research limitations/implications

The response rate was low as predicted for this population.

Practical implications

The qualitative findings reveal positive feedback regarding the staff, but patients expressed dissatisfaction about the availability of beds, waiting times for assessment, communication by staff, deficiency of crisis services in the home and inadequate provision of information regarding services. This study identifies factors which contribute to the low satisfaction ratings and identify ways to improve the service.

Originality/value

This mail patient survey provides valuable information for those planning and improving services for patients in the setting of the emergency department. The paper contributes to the limited number of studies of psychiatric services in this setting and identifies ways to improve patient satisfaction as supported by international evidence
Customer focus in breast cancer screening services
Authors: Buttimer Andreas
Published: August 2009

Purpose

The purpose of the paper is to demonstrate how a generic value chain and customer focused system as demonstrated by the Scottish and Irish breast screening programmes can be used to provide a high quality health service.

Design/methodology/approach

Literature relevant to aligning the entire operating model – the companies' culture, business processes, management systems to serve one value discipline, i.e. customer intimacy, is reviewed and considered in the context of the NHS Scottish Breast Screening Programme in Edinburgh and BreastCheck – the National Breast Screening Programme in Ireland.

Findings

This paper demonstrates how an emphasis on customer focus and operational excellence, as used in other service industries, can help to provide a better health service. It uses the Scottish and Irish breast screening programmes as illustrative examples. The paper applies the key requirements in the delivery of a quality service including an understanding of the characteristics of a service industry, the management of discontinuities involved in its delivery and the environment in which it operates.

Originality/value

System failure is commonly the cause of quality failure in the health system. Breast screening programmes are designed to prevent such a failure. This paper promotes and describes the use of the generic value chain by using the knowledge gained in delivering a mammography‐screening programme.
Drug quality in South Africa: perceptions of key players involved in medicines distribution
Authors: Patel Aarti , Norris Pauline , Gauld Robin , Rades Thomas
Published: August 2009

Purpose

Substandard medicines contribute to poor public health and affect development, especially in the developing world. However knowledge of how manufacturers, distributors and providers understand the concept of drug quality and what strategies they adopt to ensure drug quality is limited, particularly in the developing world. The purpose of this paper is to explore pharmaceutical manufacturers', distributors' and providers' perceptions of drug quality in South Africa and how they ensure the quality of drugs during the distribution process.

Design/methodology/approach

The approach taken was qualitative data collection through key informant interviews using a semi‐structured interview guide. Transcripts were analysed thematically in Johannesburg, Pretoria and Durban, South Africa. Participants were recruited purposefully from a South African pharmaceutical manufacturer, SA subsidiaries of international manufacturers, national distribution companies, national wholesaler, public and private sector pharmacists, and a dispensing doctor. In total, ten interviews were conducted.

Findings

Participants described drug quality in terms of the product and the processes involved in manufacturing and handling the product. Participants identified purchasing registered medicines from licensed suppliers, use of standard operating procedures, and audits between manufacturer and distributor and/or provider as key strategies employed to protect medicine quality. Effective communication amongst all stakeholders, especially in terms of providing feedback regarding complaints about medicine quality, appears as a potential area of concern, which would benefit from further research.

Originality/value

The paper hightlights that ensuring medicine quality should be a shared responsibility amongst all involved in the distribution process to prevent medicines moving from one distribution system (public) into another (private).
Perceived service encounter pace and customer satisfaction
Authors: Noone Breffni M. , Kimes Sheryl E. , Mattila Anna S. , Wirtz Jochen
Published: August 2009

Purpose

Restaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to reduce duration may be experienced by customers as an increase in the pace of the service encounter. While achieving a reduction in duration may be appealing from a revenue perspective, will customers' perceptions of the resulting pace of the service encounter negatively impact their satisfaction? The aim of this paper is to propose that, in the context of restaurant experiences that are hedonic and extended in nature, the overall relationship between perceived service encounter pace and satisfaction follows an inverted U‐shape.

Design/methodology/approach

Respondents were asked to recall a recent (i.e. within the last three weeks) restaurant experience, write a description of that experience, and then complete scales that measured their perceptions of pace and satisfaction with the experience.

Findings

The relationship between perceived pace and satisfaction has an inverted U‐shape. This holds both at the level of the overall service encounter and by service stage within the encounter. The effect of perceived pace on satisfaction is moderated by service stage, with a greater tolerance of a faster pace during the post‐process stage than during the pre‐process or in‐process stages.

Practical implications

The results of this study have implications for the application of revenue management strategies for duration control. Management need to consider the negative effect that service encounter pace can have on consumer satisfaction. Service stage should also be factored into strategy development for duration control.

Originality/value

This paper extends the wait time literature, demonstrating that as the perceived pace of the service encounter increases, satisfaction increases, but only up to a point, beyond which it decreases as perceived pace continues to increase.
What about interaction?
Authors: Fyrberg Anna , Jüriado Rein
Published: August 2009

Purpose

This paper aims to increase the understanding of networks within the service‐dominant logic (S‐D logic) and to demonstrate the importance of interaction between network actors as a driving force behind the co‐creation process.

Design/methodology/approach

The paper uses rich empirical data from a travel industry network consisting of in‐depth interviews and a survey of approximately 100 meetings professionals.

Findings

The paper conceptualizes the key actors involved in the co‐creation process as Brand Governor, Providers and Customers. In addition, it proposes an advancement of the service brand‐relationship‐value triangle introduced by Brodie et al. by linking the key processes and actors in the triangle. It is found that the network approach provides a deeper understanding of how actors integrate with one another and how this interaction leads to co‐created outcomes that can be translated into value.

Research limitations/implications

Future research could employ empirical material from other studies to increase the reliability of the findings. In particular, the issues of trust and power among actors with regard to S‐D logic are highlighted.

Practical implications

The differences in power could be advantageous for the entire network because the actors are involved in exchange and constantly seeking balance between themselves.

Originality/value

The paper extends the current debate on S‐D logic, especially the co‐creation of value, by highlighting the importance of networks.
The relationship between service quality and retention within the automated and traditional contexts of retail banking
Authors: Al‐Hawari Mohammad , Ward Tony , Newby Leonce
Published: August 2009

Purpose

The main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts.

Design/methodology/approach

The relative importance of traditional and automated service quality factors on customer retention was examined with the intention of determining which indicator factors are likely to have a significant impact on customer retention. The paper then proposes a conceptual model of the relationship between service quality factors within the two contexts and customer retention. AMOS 5 was used to test for the hypothesized relationships.

Findings

All of the traditional service quality factors have positively influenced customer retention. Conversely, this paper finds that automated service quality in general has no positive significant influence on customer retention.

Research limitations/implications

This research was applied to the financial institutions in Queensland, Australia. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalisability and consistency of this study's findings.

Practical implications

The proposed model of retention prediction has the potential to help Australian bank managers to strengthen the customer‐bank relationship and, ultimately, to enhance customer retention ratios.

Originality/value

The key contribution of this paper is a conceptualisation of customer retention predictors that takes into account both traditional and automated service customer interactions with banks.
Organizational alignment and supply chain governance structure
Authors: Ashenbaum Bryan , Maltz Arnold , Ellram Lisa , Barratt Mark A.
Published: August 2009

Purpose

The purpose of this paper is to introduce and validate two new constructs with the potential to sharpen our understanding of how and why firms integrate their internal supply chains and assess the governance structure of their supply chains. The first construct, organizational alignment (OA), is a reflective scale measuring the extent to which upper management attempts to foster integration between internal supply chain functions. The second, supply chain governance structure (SCGS), is a formative index, and is a first attempt at developing a measurement instrument to assess SCGS along multiple dimensions.

Design/methodology/approach

Following a literature review, measures of OA and SCGS are conceptualized. These instruments are used to collect data, after which they are refined and validated through parallel scale development (OA) and index construction (SCGS) processes.

Findings

OA shows acceptable content and construct validity, and SCGS shows acceptable results for content and item specification, as well as multicollinearity.

Practical implications

OA and SCGS may provide some insight into how to promote better internal supply chain integration within the firm, and may allow for an assessment of the governance structure of the firm's supply chain. In different industries and at different times, this knowledge may prove useful in supply chain design and supply base optimization decisions.

Originality/value

These scales have considerable applicability in logistics and supply chain management research. Together, they represent initial attempts to assess upper management influence on internal supply chain alignment (OA), and to assess the governance structure of a firm's supply chain.
Controlling for logistics complexity: scale development and validation
Authors: Rossiter Hofer Adriana , Knemeyer A. Michael
Published: August 2009

Purpose

The purpose of this paper is to develop and validate a basic scale for general logistics complexity that allows researchers to control for this issue in their studies.

Design/methodology/approach

The methodology consists of developing the scale based on a literature review and discussion with specialists. The proposed scale is then validated through data analysis from a web‐based survey of logistics managers in Brazil.

Findings

The paper provides a valid and reliable scale for general logistics complexity that can be easily incorporated into research surveys. The scale is general enough that it can be used in surveys of firms across diverse industries. In addition, the scale can be further adapted to address more specific logistics complexity issues.

Research limitations/implications

Further testing of the scales across multiple contexts is necessary for validity enhancement.

Originality/value

Logistics complexity corresponds to a latent construct that has not been systematically developed in the logistics literature, but is often mentioned as a potentially important variable to control for in logistics studies. This study provides a general scale that can be used for a control variable as well as providing a base for further development of scales focused on more specific aspects of logistics complexity.
Measuring process orientation
Authors: Chen Haozhe , Tian Yu , Daugherty Patricia J.
Published: August 2009

Purpose

The purpose of this paper is to empirically develop a valid measurement scale for process orientation – a critical supply chain management (SCM) concept that warrants greater study.

Design/methodology/approach

This study follows the measurement development approach proposed by Churchill. Data are collected from China. Various statistical analysis techniques, including confirmatory factor analysis through structural equation modeling, are utilized to ensure the validity and reliability of the newly developed measurement scale.

Findings

A six‐item scale was developed for the construct of process orientation.

Research limitations/implications

Because the research is conducted in one particular industry (electronics) and one country (China), future studies in different contexts are needed to validate or modify the resulted scale. The measurement scale developed in this paper can be used in future empirical SCM research to further investigate the mechanism and impacts of process orientation.

Practical implications

The measurement can also be used by managers to evaluate their firms' process orientation and make necessary adjustments or improvements.

Originality/value

The paper addresses a void covering measurement of an important SCM concept – process orientation.
Some measures of interorganizational citizenship behaviors
Authors: Skinner Lauren R. , Autry Chad W. , Lamb Charles W.
Published: August 2009

Purpose

The purpose of this paper is to describe the development of a scale for measuring interorganizational citizenship behaviors (ICBs). ICBs are types of tactical boundary spanning activities employed by firms in supply chain relationships geared toward improving overall supply chain success. ICBs are theoretically grounded in organizational citizenship behaviors research (OCBs) and adapted to apply to the interorganizational context. Based on a previous research article, the paper aims to report on multidimensional scale development for ICBs that should be useful for future empirical research efforts in this and related areas.

Design/methodology/approach

The paper adhere as closely as possible to the formalized measurement scale development heuristic posited by Hinkin.

Findings

The process reveals four measurement scales useful for operationalizing unique types of ICBs in empirical research articles.

Originality/value

This paper operationalizes four common ICBs: interorganizational altruism, tolerance, loyalty, and compliance. It provides evidence to support the convergent and discriminant validity of the four ICB scales evaluated.
Supply chain security culture: measure development and validation
Authors: Williams Zachary , Ponder Nicole , Autry Chad W.
Published: August 2009

Purpose

The purpose of this paper is to present a newly developed scale useful for measuring supply chain security culture (SCSC), defined as the overall organizational philosophy that creates supply chain security as a priority among its employees through embracing and projecting norms and values to support secure activities and to be vigilant with security efforts.

Design/methodology/approach

The approach to developing a scale for SCSC follows the steps presented by Churchill. This includes conducting steps such as: generating items, establishing face and content validity, conducting a pretest to refine items, and validating the scale through an additional data collection so reliability, convergent, discriminant, and predictive validity can be evaluated.

Findings

The process yielded a unidimensional, five‐item scale with strong psychometric properties. Through empirical verification, this scale is shown to exhibit high levels of reliability and validity.

Research limitations/implications

Organizational culture has been a construct of interest in social science research for many years. The new phenomenon of supply chain security has been recently introduced to academics and practitioners. Thus, the presented scale has applications for theory and practice. Limitations of the study include allowing one error term to correlate in the SCSC scale and the resiliency scale, a somewhat low response rate, and no ability to test for common method variance bias.

Practical implications

Practitioners will find the presented scale useful in gauging the culture of their respective organizations in terms of supply chain security. A security focused culture is important for organizations to protect their supply chain.

Originality/value

The paper provides a useful measurement tool for use in future research addressing the social aspects of security management within the supply chain context.
Assessing consumer attitudes toward off‐site customer service contact methods
Authors: Smith Ronn J. , Eroglu Cuneyt
Published: August 2009

Purpose

This paper aims to present the development of a scale, off‐site customer service (OCS), which assesses the factors that are important in consumer evaluation of an off‐site customer service contact method (e.g. website or telephone).

Design/methodology/approach

A scale is developed and tested. A discrete choice model provides supporting evidence of the practical applications of the scale.

Findings

The resultant scale is developed with consumer evaluation delineated on usability and experiential dimensions. The usability dimension consists of items capturing ease of use, error recovery, security, and customization constructs. The experiential dimension consists of items capturing satisfaction, socialization, empathy, and privacy sensitivity constructs. A discrete choice model shows that the scale performs equally well for both website and telephone contact methods. The paper concludes with managerial implications and avenues for additional research.

Originality/value

Unlike existing scales that focus on a particular type of contact method or a particular customer service encounter or transaction, OCS scale is versatile enough to be used for different contact methods and under different customer service encounter scenarios.
A multi‐dimensional construct of commercial motor vehicle operators' attitudes toward safety regulations
Authors: Douglas Matthew A. , Swartz Stephen M.
Published: August 2009

Purpose

The purpose of this paper is to develop a measurement scale to assess over‐the‐road commercial motor vehicle operators' attitudes toward safety regulations.

Design/methodology/approach

A literature review of the current USA motor carrier safety literature and general safety literature is conducted to determine the existence of a construct and measurement scale suitable for assessing truck drivers' attitudes toward regulations. As no existing construct is found, a new construct needs to be developed. A rigorous construct development process is conducted to establish the content domain, reliability, and validity of a new construct to measure truck drivers' regulatory attitudes.

Findings

The results of this paper shows a reliable and valid construct to measure truck drivers' perceptions of the general attitude, effectiveness, and enforcement of safety regulations.

Research limitations/implications

This effort is the initial construct development process and use of the construct in theory testing studies is necessary.

Practical implications

The regulatory attitude construct is developed in support of a larger investigation into the behavioral aspects of truck driver safety. The broader study seeks to inform theory and practice as to how the trucking industry's regulatory environment influences truck drivers' safety‐related decisions and behaviors. By identifying the impact of the regulatory environment, safety program managers should be able to direct their educational and training efforts to influence factors that will result in better decisions and safer driving behaviors.

Originality/value

This construct development process marks the first attempt to comprehensively measure truck drivers' attitudes toward safety regulations.
Competing for the custom of small town residents: exploring the challenges and potential
Authors: Powe Neil A. , Hart Trevor
Published: August 2009

Purpose

Faced with an increasingly open society, retail concentration and population change, the purpose of this paper is to consider the challenges and potential for small towns to compete for custom from their residents.

Design/methodology/approach

Retail challenges and potential are considered through exploring the attitudes and behaviour of residents in a range of towns, where the key factors affecting trade are identified using regression analysis and then explored further using more open‐ended approaches.

Findings

The resident surveys illustrate a sizeable leakage of retail expenditure out of the towns, particularly for comparison goods. Regression analysis shows that this leakage is more part of a general trend rather than being associated with high levels of migration into the towns. Residents seem to fit into two different groupings: first, those whose expectations can be met at the small town level; and second, those wanting a different offer and tending to go elsewhere. Encouraging trade from the former provides the most realistic policy objective.

Practical implications

Key issues relate to getting the basics right, providing support to independent/specialist shops, encouraging firms to fill missing key elements of the retail offer and, where population change is occurring, ensuring that the expansion of services does not have detrimental effects for town centres.

Originality/value

This paper illustrates that although there are many retail challenges‐facing small towns, there is potential for them to maintain their viability and vitality.