bluuebunny/crossref_metadata_2025 huggingface dataset:
The raw and the cooked among librarians
Authors: Seadle Michael
Published: July 2002

This introduction to Library Hi Tech‘s special issue on digital libraries and digital centers is about applying anthropology to library research. The goal is to demonstrate anthropology at work by examining the excellent data provided by the articles in this issue of LHT on the Electronic Library at University of Wisconsin at Madison and the federal model at University of Nevada at Reno (UNR). Three themes are examined, which represent binary tensions that exist in most libraries today: 1) physical metaphors for digital artifacts; 2) professional self‐consciousness within integrative teams; and 3) centripetal administrative solutions to centrifugal service needs. The roles of anthropological theory, ethnography, and ethnology are also discussed as tools to help librarians to see the underlying elements in their work and workplaces.
New South Wales public libraries: conquering the “tyranny of distance”
Authors: Brodie Maxine
Published: July 2002

Australia has developed a social and economic identity strongly influenced by its physical isolation as an island continent with a relatively small population. This article describes four linked strategies being implemented to position New South Wales public libraries for success in the emerging information economy in Australia. These strategies of promoting Internet access, creating client‐focused content and services, developing strategic partnerships and renewing a sense of place are all connected by a common desire: to conquer the “tyranny of distance”.
Descriptive statistics: where they sit and how they fall
Authors: Janes Joseph
Published: July 2002

This column continues a series on topics in research methodology, statistics, and data analysis techniques for the library and information sciences. It discusses the basics of descriptive statistics (mean, median, mode, range, standard deviation), how to use them, and when they are and are not appropriate.
Relationship‐oriented characteristics and individual salesperson performance
Authors: Keillor Bruce D. , Stephen Parker R. , Pettijohn Charles E.
Published: July 2002

One of the recent trends in sales research has been a growing focus on relationally based buyer‐seller interactions. Although existing sales literature is in general agreement as to the theoretical composition of buyer‐seller relationships, a lack of empirical evidence exists for the interrelationships of various aspects of relational selling (e.g. customer orientation, adaptability, and service orientation) on individual salespersons’ performance. Investigates the effect of these relational selling characteristics on the performance of individual salespeople. The results show a positive relationship exists between customer orientation and actual performance as measured by average annual sales dollars. Implications of the results for sales managers and sales researchers are discussed.
Are we losing trust through technology?
Authors: Rich Michael K.
Published: July 2002

The field of marketing has had a history of individuals and organizations attempting short‐term gain through less than ethical means. The advent of the Web and other technological advances has placed powerful resources in the hands of practitioners. Coupled with that power is an acute public awareness of marketing abuses that have adversely hindered subsequent marketing efforts. Marketers need to address basic marketing skills through old‐fashioned personal contact and personal relations that probably never will be effectively replaced with modern IT methodology. Additionally, marketing should take a proactive approach to defining marketing responsibilities to the public it serves to overcome the reputation that is established by a few who are unethical in their approach to the craft.
The Role of Buyer Sophistication in Competitive Bidding
Authors: Green Ronald F. , Zimmerer Thomas W. , Steadman Mark E.
Published: July 2002

The competitive bidding process is the method by which firms
efficiently and effectively make purchases for necessary goods and
services at a desired level of quality. Those firms with managers who
understand the competitive bid process and are sufficiently
sophisticated with regard to its implementation can create a tremendous
competitive advantage in the marketplace. Explains the concept of buyer
sophistication in terms of the skills necessary for successful
competition in markets heavily influenced by the competitive bid
process. Places particular emphasis on how the seller must map the
sophistication level of the buyer in order to determine the most
appropriate sales and negotiation strategy.
Differences in Forecasting Behavior between Industrial Product
Firms and Consumer Product Firms
Authors: Herbig Paul , Milewicz John , Golden James E.
Published: July 2002

If there is any one function managers most despise, it is the art
of forecasting. By its very nature it concerns guessing the outcome of
future events. Do all firms forecast the same? Compares forecasting
behavior between industrial product firms and consumer product firms.
Examines issues such as who does the forecasting, the frequency of
forecasts, and the areas in which forecasts are made. Assesses the
results gained from the forecasting effort and examines significant
differences in forecasting behavior.
The Influence of Green Policies on a Dual Marketing Center
Authors: Suraphol Apaiwongse Tom
Published: July 2002

Explores the efficacy of market‐driven (voluntary) approaches to
ecological strategies. Examines ecological marketing behavior from a
multiperson level of analysis. Focusses on members of the industrial DMC
(dual‐marketing‐center) who participate in the buying‐selling process of
the EPA policies with Government officials and investigates the DMC′s
adaptive climatic configuration in response to varying levels of policy
uncertainty. The findings from a national sample suggest that
perceptions of policy uncertainty are related to DMC climate dimensions:
cohesiveness, coordination and trust.
Gaining Superior Performance of New Products in the
Telecommunications Industry
Authors: Barczak Gloria
Published: July 2002

Identifies and compares characteristics of firms in the
telecommunications industry who have high new product performance.
Performance comprises two dimensions: impact of new products on the
company and goal performance. Explore profiles of high performance firms
with regard to how they organize for new product development (NPD), the
activities undertaken in the NPD process, and their choice of new
product strategies. The results show that the NPD structures, processes
and strategies of high performance firms vary by the measure of
performance.
Marketing implications of newer manufacturing technologies
Authors: Prabhaker Paul R. , Goldhar Joel D. , Lei David
Published: July 2002

Recent advances in product design and manufacturing technologies allow for high levels of product variety at low cost, leading to economies of scope. Economies of scope allow for multiple product operations without the cost penalty of traditional economy‐of‐scale‐based technology. Examines the implications of flexible manufacturing for marketing strategy and organization. Shortening of product life cycles, re‐acceleration of product differentiation strategies and more customer involvement in the entire manufacturing‐to‐marketing process are some of the effects of advanced manufacturing technology on the marketplace.
A stakeholder theory approach to designing environmental marketing
strategy
Authors: Polonsky Michael Jay
Published: July 2002

Discusses stakeholder theory (ST) in the context of developing
environmental marketing strategy. ST has not been utilized extensively
in the marketing literature. Discusses how environmental marketing
strategy can be improved by following the four‐step stakeholder
management process. This process involves: identifying the relevant
stakeholder groups; determining the stake of each group; determining how
effectively the “expectations” of each group are met; and
developing corporate objectives and priorities that consider the
stakeholder′s interests. Through understanding and attempting to
socialize key stakeholders, environmental marketing strategy can be made
more effective. Provides some examples of the stakeholder socialization
process.
Potential problems and solutions when hiring and training a worldwide sales team
Authors: Honeycutt Earl D. , Ford John B.
Published: July 2002

In today’s global economy, increasing numbers of companies are entering the international marketplace. The quality of managerial actions in salesforce hiring and training greatly influences the overall success of the firm. Although most companies attempt to select and train the most appropriate global salespersons, mistakes are difficult to repair and can lead to business failure. Examines selection and training procedures in a global environment, discusses specific problem situations encountered in the field by the authors, and provides guidance to assist sales managers make more successful hiring and training decisions for their worldwide sales team.
Theory transitions in organizational buying behavior research
Authors: Wilson Elizabeth J.
Published: July 2002

Organizational buying is an active research domain with hundreds of studies grounded in one or several of the complementary theoretical models in the literature. In recent years, however, many scholars have focussed on the importance of the buyer‐seller relationship. For many research studies, the theoretical framework has expanded from a buying‐side‐only perspective. Explores the reason for this transition in terms of changes in the business‐to‐business environment. Given the environmental changes, the next theory transition may be to view buying and selling relationships between firms from a systems perspective. Introduces basic systems thinking concepts as they may apply in the buyer‐seller context.
Manage your offering or manage your relationship?
Authors: MacKenzie Herbert F. , Hardy Kenneth G.
Published: July 2002

Competing models (the supplier offering and relationship management models) were tested in a maintenance, repair, and operating supplies purchasing environment to examine which better predicted customer satisfaction, trust, and supplier partnering attractiveness. These models were also tested against a combined model to see if the more comprehensive model improved prediction. The results provide evidence that relationships may be more important than the variables frequently investigated in the organizational buying behavior literature relating to supplier choice.
Exploring factors that affect negotiators’ problem‐solving orientation
Authors: Mintu‐Wimsatt Alma , Calantone Roger J.
Published: July 2002

The willingness of negotiating parties to cooperate, communicate, and compromise ‐ prerequisites of the problem‐solving orientation ‐ often lead to successful outcomes. Consequently, problem‐solving oriented strategies are often employed by negotiators in order to achieve mutually acceptable outcomes. The results of a survey conducted among 98 exporters indicate that negotiators’ perceptions of their counterparts’ strategies seem to have the strongest influence on the extent of problem‐solving behaviors observed among negotiators. Prenegotiation experience, inherent conciliatory predisposition, and perceptions of the organization’s flexibility were also found to influence negotiators’ problem‐solving orientation.
Process improvement through marketing variance analysis
Authors: Margaret Weber Mary , Dodd James L. , Wood Robert E. , Wolk Harry I.
Published: July 2002

In the 1970s and early 1980s several studies recommended using a framework based on a 1977 Hulbert and Toy model for analyzing marketing variances. Proposes adaptation of the model to control the processes of sales planning and sales performance, not the performance of individuals as originally advocated ten to 15 years ago. Emphasizes process improvement, rather than people measurement, consistent with the current quality movement that so many firms have embraced. Implementation of the Hulbert and Toy model requires generation of a revised plan. By comparing the original plan, the revised plan, and actual results, management can identify where improvements in the planning processes may be achieved. The objective is to reduce variation between actual and planned sales. Suggests that reduced planning variances yield a higher quality plan and a more harmonious operation.
An exploratory examination of environmentally responsible straight rebuy purchases in large Australian organizations
Authors: Polonsky Michael Jay , Brooks Harry , Henry Philip , Schweizer Craig
Published: July 2002

This paper is an exploratory examination into the purchase of recycled paper within large Australian organizations. In‐depth interviews were held with 11 purchasing agents (PAs). The findings of the study tend to support earlier research in this area, which suggests that organizations can be classified into four categories of environmentally responsible purchasing behavior: founder’s ideas; symbolism; opportune; and restraint. Understanding the influence of PA’s attitudes and perceptions toward environmental product attributes can assist organizations who are marketing such products to become more effective. This study found that while environmental attributes are important, PAs are also concerned with traditional marketing mix variables such as price, delivery and quality. The emphasis marketers give to products’ environmental attributes will therefore depend on the firm and PA’s environmental involvement.
East vs. West: strategic marketing management meets the Asian networks
Authors: Haley George T. , Tan Chin‐Tiong
Published: July 2002

Strategic management in Asia is different. Decision‐making differs from that taught in Western, and even Asian, schools of business. In the last decade, the influence of Japanese management systems on Western management practice has become evident. Though the Japanese economy is the world’s second largest, and Japan’s population substantial, neither compares with the combined economies and combined populations of non‐Japanese Asia. The influence of the most aggressive elements of the non‐Japanese Asian business communities, the Overseas Chinese and Overseas Indian Networks cannot help to be felt on Western management practice. Explains why this difference in decision‐making styles exists, analyzes the implications of the Asian decision‐making style for managing in Asia, and discusses its implications for the future of strategic marketing management practice.
An exploratory study of a multi‐expectation framework for services
Authors: Walker Jim , Baker Julie
Published: July 2002

As conceptualizations of expectations in consumer evaluations continue to evolve, researchers have been exploring multiple levels of expectations in satisfaction and service quality evaluations. In 1993 Zeithaml, Berry and Parasuraman proposed that consumers use both desired and adequate expectations in service quality evaluations and a “zone of tolerance” separates these levels. This study extends the Zeithaml et alwork by investigating the zone of tolerance as it relates to consumer experience with the service provider, perceived competitive choice opportunities, and the essentialness of differing service dimensions. Results indicate that consumers readily distinguish between desired and adequate expectation levels; and understanding both expectation levels is important. Although perceptions of what a firm should offer remain relatively stable, perceptions of acceptable performance vary by service dimensions and as consumers acquire experience. In comparison with the traditional SERVQUAL framework, this multiple expectation conceptualization offers service marketers the opportunity to fine‐tune resource allocations.
Should a firm with a reputation for outstanding service quality offer a service guarantee?
Authors: Wirtz Jochen , Kum Doreen , Sheang Lee Khai
Published: July 2002

Studies reputation for service quality as a potential moderator of the relationship between a service guarantee and its impact on consumer perceptions of service quality, risk and purchase intent. A before‐after experimental design, set in the hotel industry, was employed to explore the impacts of a service guarantee for an outstanding versus a good service provider. Contrary to what had been implied in the past, the introduction of an explicit guarantee had no negative effect for the outstanding service provider in our study. In fact, the provision of a guarantee marginally improved expected quality, reduced perceived risk, and had no effect on purchase intent. However, for the good quality provider, the impacts were all positive and strong, and apart from the impact on perceived risk, the effects were significantly stronger than those for the outstanding quality provider. Our findings thus support the hypothesized moderating role of service quality.
The influence of the musicscape within service environments
Authors: Oakes Steve
Published: July 2002

A literature review of relevant empirical research examining the influence of background music within the context of service environments is presented. Studies revealing significant relationships between specific musical variables and desired consumer behavioural outcomes are displayed in a visual framework entitled the Musicscape. This framework draws on Bitner’s model of the Servicescape, which highlights music as just one of a range of ambient conditions influencing behaviour. The Musicscape provides an extended version of Bitner’s Servicescape model by focusing in detail on just one of these elements, the musical variable. Additional figures demonstrate an even more focused breakdown of Musicscape interactions by including arrows which identify the direction of significant relationships revealed in empirical studies. The framework portrays in visual terms the inherent complexity of attempts to influence response and subsequent behaviour by using music within a service environment.
The role of cognitions and emotions in the music‐approach‐avoidance behavior relationship
Authors: Sweeney Jillian C. , Wyber Fiona
Published: July 2002

This study extends the Mehrabian‐Russell environmental psychology model to include both emotional states and cognitive processing as mediators of the music‐intended behavior relationship. Our model specifically suggests that music affects customers’ perceptions of service quality and merchandise quality as well as feelings of arousal and pleasure, in the context of a women’s fashion store. The effect of music on service quality has not previously received much attention. In addition, it has been suggested that previous results of studies examining the effect of music on consumer responses may have been largely the result of individual music tastes. In the present study, therefore, the effect of music tastes is also examined. Findings indicated that liking of music has a major effect on consumers’ evaluations (pleasure, arousal, service quality and merchandise quality), while the music characteristics (specifically slow pop or fast classical) have an additional effect on pleasure and service quality. Further, pleasure, service quality and merchandise quality affected intended approach behaviors, and arousal contributed to these behaviors when the store environment was considered pleasant. Affiliation behaviors similarly resulted from service quality, pleasure and arousal, but not merchandise quality. Overall results indicate the importance of understanding the effect of music on both consumers’ internal evaluations as well as intended behaviors.
Management by Team
Authors: Bak Constance A. , Vogt Leslie H. , George William R. , Greentree I. Richard
Published: July 2002

For many service organizations, employees are the “providers of
values” to customers. Yet prescriptions for the productivity challenges
of the service sector usually focus on automation and other
technologies. Based on the case example of Virginia Blood Services, a
health services organization in the highly dynamic blood transfusion
segment of the health‐care industry, illustrates how to utilize
employees more effectively through internal marketing and adopting a
management by team approach, one that is quite different from the
currently popular approach that emphasizes self‐directed work teams.
Describes the basic steps taken and some of the training materials used
to achieve improved communication, an increase in morale and
productivity, and more timely problem anticipation and problem solving.
On bizarreness in the entertainment industry
Authors: Sergius Koku Paul
Published: July 2002

Examines the use of the bizarre or the outrageous in the entertainment industry as a
promotion strategy, and specifically the propensity of rock/pop artistes to engage in
bizarre or outrageous acts or conduct. Provides a brief survey of the practice. Next, using
economic theories of human behavior to maximize expected utility and minimize
transaction and learning costs, shows that what may appear as a thoughtless act or
outrageous behavior by an artiste could in fact be a well‐thought‐out promotion strategy
with valid economic underpinnings designed to promote the artiste. Such acts do not only
confer uniqueness on the individual artiste, but are also useful in reducing the learning
and transaction costs incurred by fans, and hence beneficial to both the artistes and the
consumers. Suggests some less controversial but effective strategies for promoting
artistes.
Measuring service quality: a systems approach
Authors: Johnson Rose L. , Tsiros Michael , Lancioni Richard A.
Published: July 2002

Initially, development of theory and processes for the evaluation
of service quality lagged behind that for evaluating product quality.
Even now, service quality measurement is beset by several problems.
Describes some of the difficulties in evaluating service quality and
presents a framework for evaluating it which uses a general systems
theory approach. Suggests that, to understand consumers′ views of the
quality level in the firm, service managers should consider perceptions
of service inputs and the service process as well as perceptions of
service outcomes. Presents the results of two studies involving six
types of service in support of the framework. Discusses recommendations
for the implementation of a systems outlook and its implications for
services marketers.
Positioning your service to target key buying influences: the case
of referring physicians and hospitals
Authors: Javalgi Rajshekhar G. , Benoy Joseph W. , Gombeski William R.
Published: July 2002

Positioning analysis is based traditionally on customer
perceptions. However, when a service depends on referrals to attract
customers, positioning analysis should recognize the perceptions of the
key buying influences who make referrals. Specialized or “tertiary
care” hospitals depend on physician referrals to win patients.
Focusses on the mapping of referring physicians′ perceptions of leading
regional medical centers. Correspondence analysis is employed with data
from a survey of more than 1,000 physicians to develop a positioning map
from which various hospital positioning strategies and physician
marketing implications are drawn.
What services marketers need to know about the mobility‐ disabled consumer
Authors: Burnett John J.
Published: July 2002

Examines the plight and characteristics of a sample of mobility‐disabled consumers and, using primary information, looks at their sources of information, shopping patterns and decision criteria. Shows that the mobility disabled represent a unique market compared with the nondisabled, and discusses managerial implications relevant to the services marketer.
Management competences for services marketing
Authors: Gilmore Audrey , Carson David
Published: July 2002

Traditionally, senior management has focussed on a customer‐oriented search for competitive advantage in improving its marketing performance. There have been many systems, procedures and measurement approaches created for improving a company’s overall performance which have achieved varying levels of success. Until recently, little attention has been given to the consideration of the most suitable management competences for improving the quality of marketing decision making in services management. Takes a conceptual approach to addressing the question of what management competences might be and how they can be integrated for services marketing. Considers pertinent issues in relation to relevant marketing management competences which are necessary if the quality of marketing decision making in services is to be improved.
Building expert systems from the selling scripts of multiple experts
Authors: Ainscough Thomas L. , DeCarlo homas E. , Leigh homas W.
Published: July 2002

Expert systems seek to solve problems by using a computer to apply reasoning methodologies to knowledge in a specific domain in order to render advice or recommendations, much like a human expert. Presents a methodology which uses the behavioral rules of multiple expert salespeople to develop a prototype of a flexible, yet systematic, sales expert system. The prototype expert system in this study was built using the selling scripts and if‐then contingency rules of expert salespeople in the insurance industry. The system mimics the selling process for interviewing, qualifying, and scheduling an appointment with an insurance prospect. While the expert system describes a relatively simple selling process, relative to the complexity of an actual face‐to‐face sales call, the procedure described is quite general.
An experiment in changing corporate image in the financial services industry in the UK
Authors: Boyle Emily
Published: July 2002

The increasing deregulation of the financial services sector in the UK in the 1980s greatly intensified the competition between firms in the industry. One company affected by this was the Prudential Insurance Company, which decided to diversify its product range and to change its corporate image in order to gain competitive advantage. As part of its corporate identity program the company was concerned with modernizing its distribution system through the mass acquisition of estate agencies which it viewed as being ideal bases for this purpose. After only six years, however, it withdrew completely from the business. Examines not only why estate agencies seemed so attractive to the Prudential as distribution systems, but also its acquisition program and why it abruptly decided to sell out. In particular, highlights the problems that arose from using acquired businesses as a key part of a corporate identity program.
Consumer‐specific determinants of the size of retail choice sets: an empirical comparison of physical good and service providers
Authors: Brand Richard R. , Cronin J. Joseph
Published: July 2002

Examines the relationship between consumer‐specific constructs and the size of consumer retail choice sets for four different types of retailers: convenience/quick‐stop stores, fast‐food outlets, health clubs and medical services. Includes in the analysis consumer experience, product class importance, brand‐decision importance, perceived risk, brand loyalty and demographics as predictors of the size of awareness, consideration/evoked and reconsideration set sizes. Finds that when comparing physical goods as opposed to service providers, the size of retail choice sets differs significantly and that consumer experience and reseller loyalty are important predictors of choice set size. Indicates that the size of a consumer’s choice set decreases as a retailer’s product offerings move along the continuum from pure physical goods to pure services. Identifies and discusses managerial and research implications of the results.
An exploratory investigation of consumer decision making for selected professional and nonprofessional services
Authors: Ettenson Richard , Turner Kathryn
Published: July 2002

Uses services classification schemes to distinguish a professional service (doctors) from two nonprofessional services (photo finishers and dry cleaners). New residents to a community evaluate profiles for each of these service providers. Uses conjoint analysis to identify the relative importance of six attributes for each service in consumers’ decision making. As expected, finds differences in the use of attributes between the professional and the two nonprofessional services. Contrary to expectations, finds differences between the two nonprofessional services. Discusses managerial implications.
Right first time in service:a checklist of best practice and the link to performance
Authors: Caruana Albert , Pitt Leyland F.
Published: July 2002

A survey with 1,000 of the “top” service industry firms in the UK allowed the development of a checklist and benchmark results that enable managers to assess their firms’ service reliability without the need of external customer surveys. Offers research‐based evidence for the often affirmed relationship in the literature between reliable service delivery and improved business performance. Makes managerial implications and recommendations as well as suggestions for future research..
Dimensions of consumer search behavior in services
Authors: McColl‐Kennedy Janet R. , Fetter Richard E.
Published: July 2002

Develops a seven‐item scale to assess consumers’ external search activities and assessed the scale’s construct validity. Moreover, to examine the scale’s generalizability across various services, both things‐directed and people‐directed service settings are used. The findings suggest there are two identifiable aspects of consumers’ search activities, source and effort. Evidence of the construct validity of the seven‐item scale is based on exploratory factor analysis, calculation of Cronbach’s alpha, and a nomological assessment of the scale.
The internationalization of services: trends, obstacles and issues
Authors: Samiee Saeed
Published: July 2002

The international market for services grew to $1.2 trillion in 1995 and has been growing at double‐digit rates. The USA possesses the lion’s share of the world’s services exports and stands to gain significantly from lower barriers to trade in services. However, despite the significant progress already made, numerous barriers remain and many countries have not joined the multilateral negotiations for eliminating or lowering existing barriers. This study examines the history of market access and trends, the obstacles to the international marketing of services, and key issues including classification methods and economic, regulatory, and cultural impediments, and offers directions for future research.
The effects of market orientation on effectiveness and efficiency: the case of automotive distribution channels in Finland and Poland
Authors: Chang Tung‐Zong , Mehta Rajiv , Chen Su‐Jane , Polsa Pia , Mazur Jolanta
Published: July 2002

Explores the effect of market orientation on operating effectiveness and cost efficiency using data drawn from automotive distribution channels in Finland and Poland. The results indicate that market orientation is positively associated with measures of effectiveness such as service quality and overall customer service level. Market orientation also has a positive influence on measures of cost efficiency, such as productivity and sales per employee. In addition, profitability measures were highly associated with operating effectiveness and cost efficiency. Additional analysis suggests that market orientation has a greater effect on operating effectiveness, such as service quality, in Poland, a less‐developed country, than in Finland, a more‐developed country. Based on the findings, important managerial and research implications are proferred.
Franchise relocation and sport introduction: a sports marketing case study of the Carolina Hurricanes’ fan adoption plan
Authors: Kelley Scott W. , Hoffman K. Douglas , Carter Sheila
Published: July 2002

Franchise relocation and sport introduction are becoming commonplace in professional sports. However, many franchises have found that developing fan acceptance is often challenging. The fan adoption process is presented as a systematic framework that guides strategy development from creating fan awareness through adoption. An examination of the Carolina Hurricanes inaugural season (1997‐1998) provides a variety of examples of how marketing strategy evolves throughout the fan adoption process.
Statistics and teaching in departments of library and information studies
Authors: Ole Pors Niels
Published: July 2002

Teaching some kind of research methodology takes place in nearly all departments of library and information studies. Often the units or courses do not embrace more than the simplest introduction to statistics. Teaching methods differ quite a lot and it is not unusual for a person to obtain a degree without the slightest knowledge about numbers and their properties. Describes how statistics can be used in practical situations in all types of library activities.
Family literacy: an investment in the future
Authors: Talan Carole
Published: July 2002

Public libraries providing family literacy programming make a sound investment in the future, by developing the future of the family, the community, the library and the nation. Family literacy programs help the adult parent or caregiver to successfully fulfill his role as the first and foremost teacher of his children. Public libraries are a natural as a family literacy provider. Many public libraries deliver many of the basic components of a sound family literacy program. And, family literacy programs bring more resources into the library than they use. This article explains why this is so and provides a thumbnail sketch of the first state‐wide, state‐funded, public library‐based, family literacy initiative, California’s Families For Literacy Program.
Information economics and libraries in the digital age
Authors: Ray Philip M.
Published: July 2002

Describes how technology is rapidly changing the way information is distributed and paid for. Libraries face the risk that they will be cut from the loop that includes publishers and information consumers. Libraries must take an active role in experimenting with emerging technology and trends in the economics and distribution of information. If they do so, they stand to maintain their strong position as collection builders and organizers, and to continue their tradition of excellence in providing access to information for their users. Highlights a number of issues that need to be addressed as libraries make the transition from paper to digital: funding models, fee versus free use of information, and the infrastructure of digital economy. Explores the role that electronic money may have in those libraries in more depth.
Six rules of engagement: negotiating deals with vendors
Authors: Quint Barbara
Published: July 2002

Today’s library directors should exploit the “buyer’s market” situation created by the changing information environment, specifically the radical effect of new competition for traditional database providers from new Internet and World Wide Web sources. Describes the structure of the new and emerging information environment from the standpoint of its market effects. Then identifies six basic rules for conducting negotiations: research thoroughly before negotiating; make deals good for both parties; look for leverage; be patient; keep your word; and try, try again. Warns especially against letting vendors acquire undue influence by going outside the library to target managers or patrons directly.
Assessing library vendor relations: a focus on evaluation and communication
Authors: Walther James H.
Published: July 2002

Reviews the various scenarios which exist for library‐vendor relations. Considers the questions which should be asked when evaluating the individual products, services and options of vendors; and the pros and cons of using one or many vendors. Describes a new model ‐ the project approach. Presents examples of various library‐vendor communications ‐ both positive and negative.
A grant writers’ application of the Internet
Authors: Brazin Lillian R.
Published: July 2002

The Internet provides a wealth of information (much of it free) to the fundraiser, grant seeker, and potential donor. Librarians can organize the information by category: people, newspapers, newsletters, foundations, government agencies, nonprofits, companies, financial/tax information, grants management/accounting resources, listservs and usenet groups, and grant writing for beginners. A resource guide of Internet sites is included.
Free thinking: using free sites on the Internet to save time and money
Authors: Muchin Julie A.
Published: July 2002

Provides ideas to managers and administrators in libraries on how to use free Internet sites and services to save the library money. Included are typical information sites with brief descriptions.
LIBECON2000 and the future of international library statistics
Authors: Ramsdale Phillip , Fuegi David
Published: July 2002

LIBECON2000 is a project to collect and publish library statistics of 29 European countries on a Web‐site, (www.libecon2000.org). The LIBECON‐2000 survey area comprises: states in Central and Eastern Europe (CEEC): Bulgaria; Czech Republic; Estonia; Hungary; Latvia; Lithuania; Poland; Romania; Slovak Rep; Slovenia. Member states of the European Union (EU): Austria; Belgium; Denmark; Finland; France; Germany; Greece; Ireland; Italy; Luxembourg; The Netherlands; Portugal; Spain; Sweden; UK. Other states within the European Free Trade Agreement (EFTA): Iceland; Liechtenstein; Norway; Switzerland. The work is funded by DG13 of the European Commission within the Telematics Applications Programme and has been in progress since mid‐1998 and will continue until the end of 2000. The primary objective is to provide a position statement on the state of European libraries at the turn of the century. This paper gives some account of the project’s initial progress and speculates about the future of the collection and publication of library statistics at the international level.
Shedding a tier: flattening organisational structures and employee empowerment
Authors: Powell Loraine
Published: July 2002

Over the past decade delayering and horizontal management structures have been adopted in both business and education. Their impact, however, on senior and junior staff is less well understood. Flatter organisations offer a new set of management actions; more teamwork, less bureaucracy, better communications, opportunities for professional development and greater job satisfaction. The effectiveness of this change critically depends on the attitudes and perceptions of the people working in flatter organisations. Do they recognise this cultural as well as organisational change? Do employees feel more empowered? This explanatory survey of perceptions of staff working in flatter organisations focuses on: climate, job meaningfulness, communications, work intensity and personal motivation. The findings are that old attitudes persist and an investment in changing the culture is required in order to maximise employee empowerment in new structures.
Towards customer‐driven management in hospitality education: a case study of the Higher Hotel Institute, Cyprus
Authors: Varnavas Andreas P. , Soteriou Andreas C.
Published: July 2002

Applying total quality management (TQM) principles in education still remains a great challenge. This paper focuses on hospitality education. Although anecdotal evidence on successful TQM implementation in various hotels can be easily found, no formal approaches on how to implement TQM to the hospitality educational process have appeared in the literature. The Higher Hotel Institute, Cyprus, has recently embarked towards the establishment of a customer‐driven management culture. The paper presents and discusses the approach taken by the Institute in collecting and using service quality‐related information from three principal groups: namely, future employers, staff and students, towards this goal. Future research directions are also discussed.
“Push‐pull” factors influencing international student destination choice
Authors: Mazzarol Tim , Soutar Geoffrey N.
Published: July 2002

Examines the factors motivating international student choice of the host country. It describes a “push‐pull” model motivating the student’s desire to seek overseas education and influencing the decision process in selection of a final study destination. Drawing on the findings from research studies undertaken in Indonesia, Taiwan, China and India, the paper examines the factors influencing host country selection and additional research that examines the factors influencing choice of final host institution. Based on these findings the paper argues that economic and social forces within the home country serve to “push” students abroad. However, the decision as to which host country they will select is dependent on a variety of “pull” factors. After drawing together the findings, the paper then examines the implications for governments and education institutions seeking to recruit international students.
Organizational survival within a declining industry: an analysis of a single sex boarding school
Authors: Recker Gene , Goldsby Michael G. , Neck Christopher P.
Published: July 2002

It is quite common for industries to quickly go from a state of stability to one of decline in today’s hypercompetitive marketplace. In this article, we examine research on organizational and industry decline, a topic often overlooked by researchers and practitioners. In particular, survival guidelines are provided for organizations within declining industries. Also, it is demonstrated how an organization can use such guidelines by examining a single‐sex boarding school that is currently facing such a dilemma. It is hoped that our observations and prescriptions for the boarding school may be helpful to other organizations that may be facing similar decline in their environments.
New modes of service delivery in the public sector – Commercialising government services
Authors: Brown Kerry , Ryan Neal , Parker Rachel
Published: July 2002

There is an international trend to contestability and marketisation in the delivery of public services. The underlying foundation of these trends is that competition results in improved outcomes such as greater efficiency, higher quality of service, a clearer focus on customers and better value for money. This paper examines an approach to the reform agenda that avoids the more dramatic responses of privatisation, corporatisation and large‐scale contracting out while still focusing on achieving commercial principles in public sector service delivery. Commercialisation, in this context, provides a way of developing commercial arrangements yet maintains service delivery within the public sector and offers the possibility of retaining important social objectives.
Modernising courts or courting modernisation?
Authors: Raine John W.
Published: July 2002

The UK Government’s’ “modernisation” programme has impacted and will continue to impact on the Law courts and judiciary procedures. Explores these impacts in seven areas: judicial independence; quality of service; cost‐effectiveness; democracy; efficiency; speed; and government as the driver.
A systems perspective of performance management in public sector organisations
Authors: Boland Tony , Fowler Alan
Published: July 2002

Presents, from a systemic perspective, an examination and discussion of performance measurement, performance indicators and associated improvement initiatives, as typically applied in public sector organisations. Such mechanisms are usually implemented as a causal loop which is established between perceived performance and resulting actions, thereby constituting a form of feedback control. Within this context a two‐dimensional matrix model is postulated in which the independent dimensions are the source of control and the nature of the resultant control‐action. The paper examines the implications revealed by this model within the context of performance management and system dynamics. The potential role of influence diagrams and dynamic simulation models is thereby introduced as a potential means of unravelling the complex behaviour which can often arise in the presence of such interactive cause‐effect loops. A number of typical examples, drawn from within the public sector, are invoked to illustrate the discussion.
Bidding to host a major sports event
Authors: Emery P.R.
Published: July 2002

Major sports events have the potential to offer significant benefits to any city, but at the same time are likely to entail immense resource utilisation and enormous risk. Focussed at the organising committee level, and drawing upon general management and project management literature, aims to collect empirical data to identify current management practice used in the bidding process, and determine key factors in successful bidding. A self‐administered postal questionnaire was sent to 220 randomly selected major sports event organisers from ten different countries. Targeted at the chief executive officer level or equivalent, the questionnaire provided general contextual detail and focussed on present sports event management practices and processes. To gain more in‐depth understanding of successful applications, three semi‐structured interviews were administered in England. The findings reveal that the primary motivations behind local authority involvement are heightening area profile and sport promotion. Successful public sector applications were found to use bounded rational decision‐making, driven largely by political reasoning rather than detailed objective analysis. Specifically identifies and discusses five key factors behind successful national and international governing body approval.
Strategies to resolve conflict in partnerships: reflections on UK urban regeneration
Authors: Diamond John
Published: July 2002

Partnerships to lead on urban regeneration initiatives in the UK claim to facilitate inter‐agency working and local involvement. They are presented both as ways of ensuring the effective management of services within neighbourhoods and as potential “change agents” in the way they bring together different (and sometimes competing) interest groups. Regeneration partnerships are, therefore, often the sites of unresolved conflict. This paper, which draws upon interviews with local regeneration managers and local community representatives in Manchester explores possible strategies for resolving such conflict. In particular it suggests that the use of supervision in the public and community sector needs reforming in order to provide externality for those involved.