bluuebunny/crossref_metadata_2025 huggingface dataset:
The Internet and five‐star hotels: a case study from the Antalya region in Turkey
Authors: Akin Aksu A. , Tarcan Ebru
Published: July 2002

Developments in today’s information technologies are dazzling. Using information technologies results in having advantages in competition, decreasing costs, gaining time, and getting and sharing information. Now it is possible to state that there are different types of usage within the information technologies. Internet, intranet, e‐mail connections, electronic trade, central reservation systems, and Web applications are some examples. In a rapidly increasing trend, touristic establishments are benefiting from the new information technologies. Evidence of this trend is clearly seen in the advantages to touristic establishments and their budget shares for technology. For example, travel agencies are using the Internet as a communication tool, and hotels are using it to market their goods and services, to receive reservations, and to evaluate customer complaints/suggestions. In this paper, Web sites and Web applications of five‐star hotels operating in the Antalya region were examined.
Training methods for specific objectives: preferences of managers in private clubs
Authors: Perdue Joe , Ninemeier Jack D. , Woods Robert H.
Published: July 2002

Describes a study undertaken to assess how private club managers perceive the relative effectiveness of alternative training methods to attain specific types of training objectives. Data were obtained from 123 club managers who were members of the Club Managers Association of America. Participants rated the effectiveness of 16 alternate training methods for potential use in six different types of training situations. Training methods studied included case study, video‐tape, lecture, one‐to‐one, role play, games, computer simulations, paper and pencil, audiotapes, self‐assessment, movies/films, multi‐media, audio, computer and video conferencing and sensitivity training. Training objectives studied were knowledge acquisition, changing attitudes, problem solving, interpersonal skill development, participant acceptance and knowledge retention. Analysis of data indicated that one‐to‐one training is the preferred method to attain all objectives except interpersonal skill development.
Yield management: opportunities for private club managers
Authors: Barth Joachim E.
Published: July 2002

Yield management has been adopted by many hospitality organizations. An introduction to yield management concepts, resources and ideas for the design and implementation of price and capacity management tools is provided in the context of private club management. The use of contribution‐based yield statistics to monitor the performance of price and capacity decisions in high variable cost operations is discussed, along with reservations policies, perceptions of fairness and the use of coupons to obscure differential price policy.
Comparison of present and future competencies required for club managers
Authors: Perdue Joe , Ninemeier Jack D. , Woods Robert H.
Published: July 2002

Compares the findings of two studies conducted to investigate the ranking of content domain areas of club management and management competencies necessary for success in private club management. A comparison is made between rankings for present and future success. The findings indicate areas for individual manager preparation and organizational program development.
Pricing a Motel’s Location
Authors: Bull Adrian O.
Published: July 2002

Looks at ways of extracting the maximum marketing advantages out of a
hotel/motel′s location. Sets out a methodology for formally determining
the value, and price of a hotel or motel′s location in setting room
rates and presents an empirical study undertaken on motels in Ballina,
Australia.
Training: quantifying the financial benefits
Authors: Clements Christine J. , Josiam Bharath M.
Published: July 2002

Outlines a step‐by‐step procedure to evaluate both the costs and
the benefits of any training proposal. The evaluation permits owners and
managers to make informed decisions about appropriate training methods.
The operator is often forced to choose between informal on‐the‐job
training and structured off‐the‐job training. Utilizes a financial
analysis model for identifying the dollar value of both performance and
training. Compares benefits and costs of two different training
approaches side‐by‐side to identify the method that will deliver the
maximum financial benefit.
Marketing, sustainable development and international tourism
Authors: Eccles Gavin
Published: July 2002

Reviews the journal Tourism Management over a six‐year
period, from 1989‐1994. Focuses on five prominent themes in the tourism
field: destination planning; marketing and promotion; new products;
sustainable tourism; transport. Determines major themes and trends
evolving in the tourism industry and reports, both in tabular and
written form, on research and industry developments affecting both
tourism organizations and their environment.
Market dynamics: three‐“S” tourism and the mature single lady
Authors: Chirivella Caballero Mariano , Hart Margaret
Published: July 2002

The crisis which the three‐“S” resorts face is their manifest incapacity to respond to the new demands placed on them by the market‐conscious, experienced, well‐travelled tourist of the twenty‐first century. An increasing proportion of these “mature tourists” is over 55 years of age and female. The tourist industry must adapt to the different requirements of this population.
Part‐time student labour: strategic choice or pragmatic response?
Authors: Lucas Rosemary , Ralston Lisa
Published: July 2002

Increasing proportions of students are working part‐time in industries such as hospitality. To understand more about this phenomenon, 11 case studies of hospitality establishments employing a significant proportion of students were compiled by matching data provided by managers and students working in these establishments. Concludes that employers’ employment of student labour could be a combination of strategic choice and pragmatic response ‐ a kind of pragmatic strategy that may be tantamount to a “coincidence of varying interests”.
Entrepreneurship in the small hotel sector
Authors: Glancey Keith , Pettigrew Malcolm
Published: July 2002

Reports the findings from a study of entrepreneurial activity in the small hotel sector in a Scottish town, St Andrews. Applies bodies of theory on the small entrepreneurial firm, developed for other sectors of the economy, to an examination of small firm activity in the hotel sector. The central thesis is that small hotel entrepreneurs will have had to adopt a business‐oriented approach to ensure the success, or at least the survival, of their firms. Findings from a survey of the small hotel sector in St Andrews provide some evidence to support this thesis, and conflict with those of an earlier study of the small hotel sector in the Bournemouth area in the 1980s. Recommends that further research should consider the nature of entrepreneurial activity in the small hotel sector generally. If a significant proportion of the sector overall is representative of the small entrepreneurial firm, this may have positive consequences for local economic prosperity in many areas.
Enhancing yield management with customer profitability analysis
Authors: Noone Breffni , Griffin Peter
Published: July 2002

Argues that in order to sustain the long‐term profitability and growth of hotel organizations, yield management decisions must incorporate two critical constraints: the cost implications of the customer mix and guest ancillary spend. Proposes that customer profitability analysis (CPA), which reports revenues, costs and profit by customer group, will give management the ancillary spend and cost information that will enhance customer mix decisions over a long‐term horizon. Identifies that the key to CPA lies in the application of an appropriate method of allocating costs to customers and proposes that activity‐based costing is the optimal costing solution.
Contemporary tourism issues in Asia Pacific journals 1989‐1996: a thematic perspective
Authors: Hing Nerilee
Published: July 2002

Reviews articles published in three Asia Pacific‐based tourism journals: the Journal of Tourism Studies, Tourism Recreation Research and the Asia Pacific Journal of Tourism Research. Identifies five tourism themes relating to articles published over an eight year period from 1989‐1996. These are: tourist markets, tourist flows, tourism development, sustainable tourism development and social, economic and cultural impacts of tourism.
Which school of thought? The dimensions of resort hotel quality
Authors: Ekinci Yuksel , Riley Michael , Fife‐Schaw Chris
Published: July 2002

The service quality literature has evolved around two schools of thought: the North American and the Nordic European. Although the North American School of thought has received much attention from the practitioners with a five factorial model, it has also generated a great deal of criticism. The Nordic European School of thought, on the conceptualisation of service quality, has remained for the most part at the conceptual level with few attempts at applications. Attempts to test an instrument developed by the North American School. It did not produce the nominated dimensions. In fact the result favours the Nordic European School in that it produced a two factor model.
Teaching human resource management in hospitality and tourism: a critique
Authors: Baum Tom , Nickson Denis
Published: July 2002

Argues for more real and in‐depth understanding of the industry ‐ theoretical and conceptual interpretations of human resource management issues ‐ to be provided to students before operational and presumptive models. Suggests that students are currently uncritical perpetuators of the status quo rather than effective and thinking would‐be managers ready to change things for the better.
Consumer loyalty in the restaurant industry ‐ a preliminary exploration of the issues
Authors: Clark Mona A. , Wood Roy C.
Published: July 2002

This article looks at the outcome of a questionnaire designed to explore factors relevant to engendering consumer loyalty in restaurant choice. The sampling frame comprises people with relatively homogeneous characteristics who dine out with some frequency. The overall objective was to question certain assumptions that have become current in academic discussions of consumer behaviour with particular relevance to consumer loyalty. Findings suggest that the quality and range or type of food are key determinants in consumer loyalty, but that the concept of “quality of food” offers a range of interpretations and thus requires more careful investigation. Additionally, the concept of the “meal experience” as a holistic abstraction in the consumer’s mind is called into question as a consequence of the analysis. Tangible rather than intangible factors are identified as being of greater importance in consumer loyalty.
Trends in Asia‐Pacific tourism in 1997‐98: from optimism to uncertainty
Authors: Leiper Neil , Hing Nerilee
Published: July 2002

In 1997‐98, a series of stochastic events in the Asia‐Pacific region contributed to the end of a long period of tourism growth and 1998 saw contractions in tourist numbers in several countries of the region. Extensive forest fires in Kalimantan and Sumatra prompted cancellation of many visits to the East Asia region, even to destinations unaffected by the resulting widespread havoc. The Chinese take‐over of Hong Kong had severe ramifications for tourist visitation to the former British territory, with heavy discounting evident in attempts to sustain tourist visitation. Subsequently, from July 1997, the most serious impacts began with the currency collapse in Thailand, the beginning of what is now referred to as the Asian Economic Crisis, affecting many countries in East Asia. Indonesia has been the most severely affected. Escalating economic and political crises there have seen the virtual cessation of inbound tourism outside Bali. Then the coup d’état in Cambodia effectively halted visitation to what had been the region’s second fastest growing destination country. Against all these factors, an era of growth has turned into a period of contraction, which is now presenting challenges for managers, investors and policy‐makers interested in tourism across the Asia‐Pacific region.
Waiting for service: the effectiveness of recovery strategies
Authors: McDougall Gordon H.G. , Levesque Terrence J.
Published: July 2002

Two experiments examined the effectiveness of service recovery strategies in situations where the service firm made customers wait even though they had made a reservation. The recovery strategies ‐ apology only, assistance, compensation, assistance plus compensation ‐ which reflected industry practices, did not lead to positive future intentions towards the service firm. While assistance plus compensation was the most effective strategy, respondents still held negative future intentions towards the service firm. Other factors that had an impact included the type of hospitality service, restaurant or hotel, and the purpose for buying the service. The major implication was that current industry recovery practices were inadequate in mitigating negative intentions. When service firms break a promise, effective recovery requires considerable effort to overcome customers’ negative intentions.
Corporate change: education as a catalyst
Authors: Davidson Michael C.G. , de Marco Lyndall
Published: July 2002

Provides a brief review of the organisational change process literature and its applicability to the hotel industry. It also uses an international hotel as a case study to introduce the organisational change process. The method of change is significant because it builds on an in‐house educational programme that was first piloted in the company’s Australian property. This in‐house programme has now been taken as a model to be utilised in other company properties.
Measuring quality gaps in hotels: the case of Crete
Authors: Ingram Hadyn , Daskalakis George
Published: July 2002

Reports on a study that applied the well‐ established SERVQUAL methodological instrument to an investigation of those hotels in Crete that have adopted the ISO 9000 quality standard. Three service gaps are explored through a questionnaire survey of guests and managers in ten Cretan hotels. The study finds that there is a divergence between the perceptions of service quality of guests and managers, and that the greatest gaps exist in hotels of the highest quality classification. Finally, some implications of the ISO standard in hotels are discussed.
Management or domination? Planning tourism in the Banda Islands, Eastern Indonesia
Authors: Wrangham Rachel
Published: July 2002

The Banda Islands, or Spice Islands, of Indonesia are idyllic, volcanic mountains in the Banda Sea. Tourism in the islands is dominated by one powerful and authoritarian individual, Des Alwi. With close links to the Jakarta government, he has moulded local development to his own vision. In the areas of marine conservation, diving, architectural restoration and historical tradition (adat) Des Alwi’s domination has brought local conflict. This article examines these issues to highlight the problems of authoritarian planning in tourism and stresses the need for local consent if conflict is to be avoided.
Inter‐organizational logistics systems in flexible production networks
Authors: Pfohl Hans‐Christian , Buse Hans Peter
Published: July 2002

Discusses the growth of inter‐firm logistics networks. Inter‐firm network denotes a complex arrangement of reciprocal, cooperative rather than competitive, relationships between legally independent but economically interdependent firms. Asserts that the organisation of the inter‐firm logistics network is influenced by the organisation of the network itself. Analyses the respective requirements of the inter‐organisational logistics system. Focuses on the question of which specific logistics‐related capabilities firms operating in production networks have to develop depending on the respective network type. Presents a qualitative study of a production network of a German car manufacturer to identify organisational capabilities and describe possible systemic development.
Life after death: reverse logistics and the product life cycle
Authors: Tibben‐Lembke Ronald S.
Published: July 2002

Managing the reverse flow of product is an important ability for any company, as the recent experiences of many online retailers illustrate. Reverse logistics is a growing and important area of strategic advantage for many companies. For a long time, the product life cycle has been a valuable source of insight about the changing needs of marketing and logistics over the life of a product. In this paper, we study the way that reverse logistics is impacted by changes in sales over the product’s life cycle.
Logistics in Command and Mixed Economies: The Russian Experience
Authors: Rodnikov Andrei N.
Published: July 2002

Presents a history of logistical planning in the USSR and Russia from
1920‐1992. Describes in detail the functions of the centralized
distribution system created in the course of Brezhnev‐Kosygin reforms
(1965) and dismantled in 1991; a chronology of changes in distribution
of producer goods in 1991‐1992 and explains why the newest are less
effective than the dismantled distribution systems. Analyses some of the
most important aspects of the Federal purchasing system which is being
created in Russia (since October 1992). The core of this system will be
two joint‐stock purchasing companies (Roskontrakt and Roskhlebo‐produkt)
established as state‐owned agencies. The Concise Dictionary of Business
Logistics (out of print in Moscow in 1994) is presented – the first
Russian‐language logistical glossary, in which 1,000 terms are defined.
Buyer‐Supplier Co‐operation, Product Quality and Total Costs
Authors: Larson Paul D.
Published: July 2002

While the purchasing literature notes the importance of quality, it
reports little empirical study into causes and consequences of supplier
product quality. Develops, tests and finds empirical support for the
following propositions: higher levels of buyer‐supplier co‐operation
lead to higher product quality, and lower total costs; higher product
quality yields lower total costs. These results are based on survey
responses from over 500 members of the National Association of
Purchasing Management (NAPM), who purchase components for manufacturing
firms.
Information accessibility
Authors: Daugherty Patricia J. , Ellinger Alexander E. , Rogers Dale S.
Published: July 2002

Information is generally believed to be a key component in creating
corporate responsiveness, i.e. being able to anticipate or respond
quickly to customer requests. Most firms are well aware of the need to
become more responsive to customers in order to develop and maintain
long‐term close relation‐ships. A recent survey of the warehouse
industry confirms the hypothesized relationship between information and
responsiveness. Firms that formally collect customer‐related information
and internal service/quality information were found to be more
responsive as evidenced by enhanced ability to accommodate selected
events/ requests. The research also supported a link between
responsiveness and improved operating performance. Responsive firms
indicated greater success in achieving specific operating performance
improvements – improved reliability service, improved customer
service/satisfaction, quality improvements, cycle time reductions,
productivity improvements, reduced costs, improved organizational
structure, and enhanced goal setting – than less responsive firms.
Current purchasing practices and JIT: some of the effects on
inbound logistics
Authors: Vonderembse Mark , Tracey Michael , Leng Tan Chong , Bardi Edward J.
Published: July 2002

The volume of cargo shipped just‐in‐time (JIT) in the USA has been
increasing over the last decade. At the same time, purchasing has been
undergoing transformations. Examines empirically the effects of both
these trends on the purchasing function, and consequently on inbound
logistics, and reports on them in four sections: criteria for supplier
selection, changes in purchasing practices, purchasing′s interaction
levels with other functional areas and with vendors, and strategic
partnerships regarding suppliers. Also examines the impacts on
purchasing and inbound logistics in terms of performance. The findings
indicate that purchasing is experiencing modifications and that JIT acts
as a positive influence. The changes taking place are improving
competitive position without an increase in logistics expense.
The integrated logistics management system: a framework and case
study
Authors: Neng Chiu Huan
Published: July 2002

Presents a framework for distribution companies to establish and
improve their logistics systems continuously. Recently, much attention
has been given to automation in services, the use of new information
technology and the integration of the supply chain. Discusses these
areas, which have great potential to increase logistics productivity and
provide customers with high level service. The exploration of each area
is enriched with Taiwanese logistics management practices and
experiences. Includes a case study of one prominent food processor and
retailer in Taiwan in order to demonstrate the pragmatic operations of
the integrated logistics management system. Also, a survey of 45
Taiwanese retailers was conducted to investigate the extent of logistics
management in Taiwan. Concludes by suggesting how distribution companies
can overcome noticeable logistics management barriers, build store
automation systems, and follow the key steps to logistics success.
EDI usage in the motor carrier industry
Authors: Millen Robert A. , Ukena James
Published: July 2002

Reports on the status of electronic data interchange (EDI) usage by
motor carrier firms in 1994. The same methodology was employed as in a
similar study conducted in 1991, thereby permitting a comparison of
practice between these two time periods. The results indicate that a
number of changes have occurred between 1991 and 1994. For example, as
carriers have become more experienced with EDI, their EDI services
offerings have become a larger percentage of their freight revenues. New
problems have arisen (e.g. organizational barriers) as carriers
integrate EDI more completely. On the other hand, the results also
indicate where change has not occurred. Technical standards remain a
“non issue” for carriers, yet finding relevant software
remains an issue. Examines these and other findings and discusses their
implications.
Manufacturer and warehouse selection for stable relationships in
dynamic wholesaling and location problems
Authors: Tyagi Rajesh , Das Chandrasekhar
Published: July 2002

Applies the concept of buyer‐seller relationship to long‐term
planning of wholesaling operations. Current practices indicate that this
kind of relational exchange reduces overall costs more than the
traditional market exchange. Aims to help to operationalize this
partnership by selecting a stable set of manufacturers and warehouses
for an entire planning period. Develops a multi‐period optimization
model incorporating constraints necessary for such stable solutions.
This model requires a large number of variables and constraints, and is
computationally challenging for most practical‐sized problems. Therefore
proposes heuristic method to decompose the model into subproblems by
partitioning the planning period into blocks of years and then
synthesize the subproblem solutions. Such decomposition may also be
useful to solve large dynamic location planning problems.
Airline industry strategic alliances: marketing and policy implications
Authors: Milton Glisson L. , Cunningham William A. , Harris James R. , Di Lorenzo‐Aiss Janet
Published: July 2002

Describes the increasing use of strategic alliances in the international market by US domestic airlines. Gives specific examples. Delineates the policy issues and alternatives available to the US Department of Transportation. Expects that international strategies will be increasingly utilized by carriers in the future, as the international market will continue to be the fastest‐growing segment.
Leverage2: interfunctional co‐ordination between logistics and information technology
Authors: Kent John L.
Published: July 2002

Presents a conceptual framework and a set of research hypotheses that are intended to help explain the interfunctional co‐ordination between the logistics and information technology functions. Much has been written over the past decade regarding the strategic potential of the logistics and information technology functions for creating customer value, process efficiencies, and differential advantage for the firm. Additionally, the interrelationships that exist within business organizations have received considerable discussion within the literature. However, little attention has been paid to the co‐ordination of the logistics and information technology functions. The framework presented is based on a combined review of the logistics, information technology, and interfunctional co‐ordination literature. The constructs of interaction and collaboration are utilized to explain how differing levels of interfunctional co‐ordination affect the firm’s logistics information system. Initial support for the conceptual framework is provided by qualitative research. Finally, research results and concluding comments on implications for practitioners and future research are discussed.
Transportation systems in Hong Kong and Southern China
Authors: Yam Richard C.M. , Tang Esther P.Y.
Published: July 2002

Hong Kong has been a major entrepôt for China for decades and its intermediate role has been enhanced in recent years. With the open door policy of China, Hong Kong manufacturers have relocated extensively their low‐cost operations to the Pearl River Delta in Southern China. Under the outward processing arrangement, raw materials, components and work‐in‐progress are shipped to China for further processing and the finished products are shipped back to Hong Kong for re‐export to other countries. This mode of operation has created tremendous loads on the already congested cross‐border traffic between Hong Kong and the Pearl River Delta. In order to modernize its outdated and inadequate transportation systems, China has embarked on huge infrastructure development programmes in the Pearl River Delta and other fast developing regions. Hong Kong has also launched multi‐billion‐dollar ports and airport development projects scheduled to be completed in 1997/98. On completion of these projects, the strategic position of Hong Kong as an entrepôt of Southern China will be further enhanced, despite increasing competition from neighbouring ports and airports in the medium to long term.
Logistics and interdepartmental integration
Authors: Kahn Kenneth B. , Mentzer John T.
Published: July 2002

Suggests that while integration is a term that logistics discusses in an interorganizational context, integration within an interdepartmental integration is not as prevalent. Consequently, a common definition for “integration” is lacking. Literature has provided three characterizations: integration represents interaction or communication activities; integration consists of collaborative activities between departments; and integration is a composite of interdepartmental intraction and interdepartmental collaboration. Adopting the composite view, prescribes that managers and researchers consider integration to be a multidimensional process. Proposes a model is based on this perspective to suggest that different logistics situations will require varying degrees of integration via interaction and collaboration. Managerial implications are discussed for each situation.
Dynamic simulation modelling for lean logistics
Authors: Disney S.M. , Naim M.M. , Towill D.R.
Published: July 2002

The Law of Industrial Dynamics ensures that if a production control system can amplify then it will surely find a way of doing so despite the best efforts of production schedulers to take corrective action. In fact, practical studies show that such human intervention frequently aggravates the situation with both stock levels and order rates fluctuating alarmingly. The solution is to design an effective system via simulation. This requires the selection of the appropriate control system structure, agreement on the test cases to be used to mimic the operating environment, and finally setting the system parameters to achieve best performance for this scenario. Demonstrates a system which has three controllers utilizing sales, inventory and work in progress (WIP) data to set production order rates. The resulting decision support system (DSS) is a generic tool that can be used by production schedulers with confidence in the knowledge that the Law of Industrial Dynamics effects may be minimized. Simulation experiments can determine the best available trade‐off in any particular situation such as achieving the lean logistics aim of minimum reasonable inventory (MRI) while retaining high customer service levels (CSL). The experimental facility available within the simulation model includes provision for assessing the impact of variable production lead times and information delays on system performance. Describes a specific application of the DSS and the specific improvements in a company’s performance. Places the DSS in the context of a case‐based reasoning environment in which a knowledge base of system structures and their dynamic properties is achieved. Outlines the opportunity of utilizing the DSS in uncertain lead‐time environments in a range of industry sectors.
Strategic intent, measurement capability, and operational success: making the connection
Authors: Fawcett Stanley E. , Smith Sheldon R. , Bixby Cooper M.
Published: July 2002

Discusses how many competitive initiatives have been implemented in the quest for competitive advantage; however, these initiatives have frequently failed to yield the sought after improvements in firm competitiveness. Part of the implementation problem is that strategic initiatives often lack the organizational support needed for success. To understand the linkage better between strategic intent and value‐added performance, looks at the relationships that exist between strategy, measurement, and operational performance. Reveals that significant gaps exist between selected strategic priorities and both measurement capabilities and performance. Suggests expanding measurement horizons to include a broader range of non‐traditional measures. By increasing strategic alignment companies can expect to increase their competitive performance.
Resource‐based theory and strategic logistics research
Authors: Olavarrieta Sergio , Ellinger Alexander E.
Published: July 2002

Despite calls for more theoretical and strategically oriented work in logistics, the resource‐based theory of the firm (RBT), and the related capabilities approach ‐ which represent a dominant stream of research in strategic management over the last decade ‐ have not been prominent in the logistics literature. Provides a critical review of the large literature on the RBT and suggests areas where it can be applied to strategically‐oriented logistics research. Describes the resource‐based theory of the firm, its major assumptions, and its implications for strategic actions. Also discusses other areas of research where the RBT have been applied. Illustrates how the RBT represents the underlying theoretical support for one of the central propositions of strategic logistics: that a distinctive logistics capability is a source of sustainable competitive advantage and superior performance. Suggests that strategic logistics research may benefit from combining the RBT with organizational learning theory and evolutionary approaches to competition.
Case study: transitory JIT at Proton Cars, Malaysia
Authors: Simpson Mike , Sykes Geoff , Abdullah Adini
Published: July 2002

The paper describes and analyses the introduction of just‐in‐time (JIT) production at Proton Cars, Malaysia. The paper examines the means of introducing JIT and the present scope of JIT within the company. The relevance of some existing models of JIT to the Malaysian experience is assessed. The apparently transitory nature of JIT at Proton is investigated and found to be developed as a strategic approach. The strategy is to create an indigenous base of suppliers capable of supplying world markets. The methodology involved literature review, observation of the operations at the Proton plant, interviews and discussions with Proton staff at all levels and interviews with suppliers. Secondary data were collected.
Supply chain relationships within airport retailing
Authors: Freathy Paul , O’Connell Frank
Published: July 2002

Airport retailing is an under‐researched area of study. It is also a sector displaying significant year‐on‐year growth. This paper examines the structure of the supply chain within airport retailing and the main factors that differentiate it from its downtown counterpart. It describes the structure and operation of the supply chain within European airport retailing and the main sources of power that retailers and suppliers draw on in the negotiating process. The paper concludes that, relative to other retail sectors, relationships within the airport retailing supply chain are technologically unsophisticated and based on conventional market exchange principles.
Customer support
Authors: Goffin Keith
Published: July 2002

Customer support, such as equipment maintenance and repair, is an essential element in the successful marketing of a wide range of products, from computer systems to domestic appliances. Consequently, companies need to establish and maintain appropriate channels for high‐quality customer support; either as a part of their own operations or through third parties. This paper describes an exploratory investigation of the distribution channels and customer support strategies of five manufacturing businesses, using case study methodology. The results show the key role that customer support plays in various industries and illustrate the types of decisions companies make on how to provide high‐quality support for their customers. These findings have implications for managers in all industries where customer support is important, as they provide insights on how different channels and strategies affect the quality and efficiency of customer support.
International containership carrier selection criteria
Authors: Kent John L. , Stephen Parker R.
Published: July 2002

Examines the difference in perceptions of 18 carrier selections factors between import shippers, export shippers, and international containership carriers. MANOVA was used to determine differences between the three groups. Suggests that there are significant differences between import shippers and carriers; export shippers and carriers; and import shippers and export shippers. Significant differences between the import shipper and carrier groups were found on the loss and damage and equipment availability factors. Significant differences between the export shipper and carrier groups were found on the rate changes, service frequency, financial stability, service changes, and equipment availability factors. The only significant difference between the import shipper and export shipper groups was found on the door‐to‐door transportation rates factor.
Modelling the consequences of a strategic supply chain initiative of an automotive aftermarket operation
Authors: Hammant J. , Disney S.M. , Childerhouse P. , Naim M.M.
Published: July 2002

Describes the use of a decision support system (DSS) in part of a strategic supply chain initiative of an international automotive aftermarket organisation undertaken in 1996‐97. The strategic initiative consisted of four distinct stages; a review of the current state, definition of the future vision, development of the operational blueprint and its implementation. A simulation based decision support system was developed by the academic team to aid the decision making in the definition of the future vision. The paper documents, models and simulates the development of supply chain structures in the automotive aftermarket sector in relation to the historical, present and predicted future market trends. The characteristics of the supply chain in terms of number of players, consolidation, market and customer requirements are given. Suitable measures of performance (MOPs) are defined and classified as either market qualifiers or order winners. Aggregate MOPs include quality, service time, service level and total logistics costs. Sample simulation results from the DSS are outlined.
Total system JIT outcomes: inventory, organization and financial effects
Authors: Claycomb Cindy , Germain Richard , Dröge Cornelia
Published: July 2002

Despite anecdotal evidence of the performance implications of just‐in‐time (JIT) implementation, little empirical research has been conducted. Examines total system JIT’s empirical relationships with a variety of performance outcomes. Total system JIT encompasses JIT purchasing, JIT production, and JIT selling. In a mail survey of 200 logistics executives, total system JIT was found to be: inversely related to weeks of inventory (inclusive of inbound, in‐process, and outbound); inversely related to the number of layers in various functional areas (e.g. marketing); and positively related to three different indicators of financial performance (ROI, profits, and ROS). Results, managerial implications, and further research are discussed.
Organizational effectiveness indicators to support service quality
Authors: Gilbert G. Ronald , Parhizgari Ali M.
Published: July 2002

To survive in increasingly competitive markets, customer focused organizations are challenged to create and sustain long term loyal and supportive customers. To ensure long term service quality, organizations need to have quality focused internal structures and processes in place to support those on the front line who make or break the organization’s reputation with their customers. This paper introduces nine scientifically developed measures of internal structures and processes that are associated with service quality. These measures are applicable to organizations in a variety of industries in both the public and private sectors and can serve to benchmark “best in class” practices. They were developed from ratings obtained from 8,924 employees from over 100 organizations. When organizations provide supportive structures and processes for their front line employees, these employees are better able to provide top quality products and services to their external customers.
Service quality in consulting: what is engagement success?
Authors: McLachlin Ron
Published: July 2002

There are various views about the nature of service quality in a consulting engagement. This paper utilises literature from a number of disciplines, along with exploratory interviews with seven consultants and one client, to address one question, namely, “What is engagement success in consulting, from both the client and consultant points of view?”. In addressing this question, the paper considers distinctions between types of consulting, client expectations and needs, and short‐ and long‐term revenue streams. It concludes by suggesting that a consulting engagement is successful if the consultant has met client expectations (by improving one or more of client performance, client capabilities, or organisational culture, without making any category worse) – whether or not a core need has been addressed – and the consultant has enhanced his/her reputation, with expectations of future revenue streams – whether or not any immediate income has been received.
Developing, implementing and transferring lean quality initiatives from the aerospace industry to all industries
Authors: Mathaisel Dennis F.X. , Comm Clare L.
Published: July 2002

Japanese companies, particularly Toyota, first began building quality into their products and becoming lean. Consequently, researchers associated with the international motor vehicle industry initially identified the “lean” manufacturing paradigm in the US automobile industry. Building upon their successes, the US aerospace industry initiated a study to ascertain whether a similar initiative focused on launch vehicles and spacecraft would bring value to military and commercial aerospace stakeholders in their ongoing efforts to be lean. This paper presents the findings of this investigation. It explores the relevance and value of the lean concepts to the US defense launch vehicle, spacecraft, and space operations industries, and it ascertains if there is interest within space industry firms in establishing a lean initiative similar to that of the automotive industry. Further, the relevance of lean manufacturing to other industries is considered.
Empirical evidence for the relationship between customer satisfaction and business performance
Authors: van der Wiele Ton , Boselie Paul , Hesselink Martijn
Published: July 2002

Focuses on the analysis of empirical data on customer satisfaction and the relationship with hard organisational performance data. The organisation is a Flexcompany with its headquarters in The Netherlands, but also operating in other countries in Europe. The empirical data on customer satisfaction and business performance stem from 1998 and 1999, from which it can be concluded that it is possible to find evidence for the hypothesis that there is a positive relationship between customer satisfaction and organisational performance indicators, although the relationship is not very strong. Various factors might influence the time‐lag between a change in customer satisfaction and an expected effect on sales margin, or other output indicators. However, the analyses provide answers to questions related to the quality dimensions as underlying factors behind the items in the customer satisfaction questionnaire. Also, there are some indications for the relation between customer satisfaction and changing behaviour of customers.
How ‐ and why ‐ TQM is fundamentally flawed
Authors: Simcox Julian
Published: July 2002

Discusses the insights offered by Stephen R. Covey in his book Seven Habits of Highly Effective People. Outlines the Seven Habits programme and concludes that it provides a set of tools to start the reader on the journey towards the principle‐centred leadership paradigm.
Service excellence in the banking industry
Authors: Kim Seonmee , Kleiner Brian H.
Published: July 2002

Uses personal telephone interviews, and researches the literature to show how banks change themselves to cope with changes in the marketplace. Focuses especially on high‐performing institutions and on what makes them different. Finds all three banks chosen for study share the same common elements of service excellence.
Total quality research in the pharmaceutical industry
Authors: Rowley Jennifer , Sneyd Keith
Published: July 2002

Describes a questionnaire‐based survey of the UK pharmaceutical industry which investigated the implementation of total quality (TQ) in research‐based environments. Concludes that two central issues which may merit further investigation are the relationship between TQ and the research culture and the measurement of quality in R&D.
Customer satisfaction assessment for “internal” suppliers
Authors: Jones Christopher R.
Published: July 2002

Customer satisfaction assessment is now widely recognized as a vital input to any strategy for customer focused business performance improvement. The need to improve responsiveness and reduce overheads is focusing management attention on the major internal business functions such as IT. Argues that these functions, threatened with major cost reductions or outsourcing, are increasingly feeling the need to understand better their customers business needs and to assess how successful they are in satisfying them. Any customer satisfaction assessment tool must recognize the varying needs of individual “customers” within the “customer” organizations. Data collection must lead to prompt action: “event‐driven” assessments owned by “empowered” teams of service providers can help achieve this. Such a “fast cycle” satisfaction assessment/improvement process will not happen spontaneously: “selling”, training, culture change and management leadership are needed to embed action‐oriented customer‐satisfaction assessment in internal service providers.
Principles of business process management
Authors: Armistead Colin
Published: July 2002

Looks at the problems organizations face in moving from a functionally‐based structure to one that is business process‐based. Notes the drivers that demand change, such as the need for simultaneous improvement of customer focus, responsiveness and lead time and cost reductions. Based on research, presents and discusses in detail ten principles for managing business processes. Cautions that success in managing by process is not guaranteed and requires experimentation, but claims that large pay‐offs can be achieved over time.
Managing quality in manufacturing versus services: a comparative analysis
Authors: DALE B.G. , Barber K.D. , Williams R.T. , van der Wiele T.
Published: July 2002

Reveals that the majority of those writing on the subject of managing quality in a service environment argue that this is more difficult than in manufacturing. Tries to redress this balance by presenting a number of reasoned arguments. The material presented is based heavily on opinion rather than fact, but intends to cause researchers and students alike to question some of the traditional arguments and perhaps even spark a debate on the topic which examines key features of manufacturing and examines the difficulties they present in relation to the management of quality. Concludes that while the management of quality in services is different to manufacturing, it is not always the case that it is more difficult.
Organization transformation: the Meralco experience
Authors: de la Llana Leonisa C.
Published: July 2002

Looks at Meralco (the Manila Electric Company) which has embarked on a comprehensive transformation programme based on TQM and re‐engineering. Notes that this process was required to keep pace with worldwide changes in the utility/power industry in terms of factors such as deregulation, privatization and competition. The programme began in the early 1990s, is still ongoing and thus offers insights into numerous facets such as kaizen and employee involvement.
Quality assessment, total quality management and the stakeholders in the UK higher education system
Authors: Reavill Lawrence R.P.
Published: July 2002

Two simple models are developed to identify the customer of higher education (HE), as the customer′s requirements are key to total quality management. One is based on a product analogy and the other on a service analogy, but they are inadequate as each identifies a different customer. A more comprehensive model is proposed using a systems approach which identifies 12 stakeholders who contribute to, or benefit from, HE. The quality assessment (QA) procedure for HE in the UK is summarised. The paper concludes that the stakeholder’s interests are not fully addressed by the current QA procedure.
Learning excellence: Southwest Airlines’ approach
Authors: Bunz Ulla K. , Maes Jeanne D.
Published: July 2002

In an era in which adapting to change means survival, it is important to study what successful organizations have done. While the airline industry in the USA has not made thriving financial headlines, one small company has been able to satisfy its customers completely and achieve a place among the Fortune 500 in a relatively short period of time. In three steps, this article examines what Southwest Airlines has done to reach this level of achievement and maintain its excellent employee and customer relations. First, the company is defined as “excellent” according to the criteria established by Peters and Waterman. Second, management‐employee relations, organizational training and strong leadership are identified as the sources of employee motivation. Third, loss of strong leadership and organizational structure are discussed as possible future problems influencing motivation and service. The article closes by pointing to Southwest Airline’s concept of service as the true source of motivation and excellence.