bluuebunny/crossref_metadata_2025 huggingface dataset:
Debit cards and fraud
Authors: Worthington Steve
Published: July 2009

Purpose

This paper aims to discuss the prevention of complacency regarding payment card fraud, particularly the debit card.

Design/methodology/approach

Based on research already carried out on payment card fraud in France, Spain and the UK, the paper extends the analysis of fraud to the payment with respect to cards in use in Australia.

Findings

It was found that payment card fraud, particularly on MasterCard and Visa branded debit cards, is often hidden amongst the statistics for overall payment card fraud and yet, with the enhanced functionality of such cards, re: online and international transactions, added to the increasing sophistication of the card fraudsters, there is a present and ever increasing risk of debit card fraud.

Originality/value

Whilst payment card fraud is often dealt with under credit cards, there has been no prior work on debit card fraud.
Knowledge sharing in higher education institutions
Authors: Sadiq Sohail M. , Daud Salina
Published: July 2009

Purpose

This paper seeks to examine the factors and barriers that contribute to successful knowledge sharing among the university teaching staff.

Design/methodology/approach

Based on an extensive review of literature, measures of knowledge sharing are identified. These include such factors as nature of knowledge, working culture, staff attitudes, motivation to share and opportunities to share. A model is developed for the study and hypotheses are formulated. Primary data were collected through a survey from a sample of teaching staff from both public and private universities in Malaysia.

Findings

Based on empirical research, the study shows some contrasting findings. As for the sample drawn from teaching staff belonging to public universities, there is a significant relationship between knowledge sharing and the independent factors mentioned earlier. Results from the sample from staff teaching in private universities do not show such relationships.

Research limitations/implications

The sample size itself and the generalisation of results to teaching staff from higher education institutions in Malaysia constitute a major limitation.

Practical implications

The findings of the study provide useful insights to management of higher education institutions in providing facilities to enhance knowledge sharing among teaching staff.

Originality/value

The study makes a valuable contribution, given that there is a dearth of empirical studies of this nature focusing on the South East Asian region.
Knowledge sharing in a trade show
Authors: Reychav Iris
Published: July 2009

Purpose

The aim of this study is to present and examine an innovative model of knowledge sharing and knowledge acquisition that enables learning in trade shows.

Design/methodology/approach

A social exchange perspective was adopted to examine the inter‐firm relationships between customers and suppliers. These participants are looking for ways to increase respective adaptations. Data were collected from 654 respondents, half of whom were customers and half suppliers from five technology trade shows.

Findings

A major finding is that knowledge sharing plays a significant role in trade shows, despite the hasty, flowing and highly dynamic nature of these events. It is the core process which fosters learning of both customers and suppliers

Research limitations/implications

The study is a first analysis into the knowledge‐sharing aspects of trade shows, and it is limited in the sense that learning, which is a prolonged process, should be investigated in more depth over time. Immediate implications could be the formation of an enhanced attitude of sharing specific and adaptation‐oriented information within the participants.

Originality/value

Although trade shows are routinely utilized, the mechanisms of knowledge sharing and the resulting learning that occur within the trade shows were not methodologically explored. The paper is trying to look at trade shows in a fresh way and to view them as an important source for creating learning and continuous processes with external sources, both suppliers and customers.
Practical application of a knowledge development life cycle
Authors: Patrick Pigott J. , Gammack John , Pigott Diarmuid , Hobbs Val
Published: July 2009

Purpose

The aim of this paper is to describe the practical application of a reflective knowledge development lifecycle (KDLC) designed to be used by organisations reviewing their KM processes and capability. The KDLC had emerged from practical experience but had not been more widely validated. The present study seeks to provide a unique opportunity to test theory comprehensively against an exemplary case where both organisation and investigator were suited to the work.

Design/methodology/approach

A case study research strategy was used. Applying the theory in a practical setting, an environmental scientist used the model and associated knowledge representation and visualisation tools to find gaps in processes and design in the implementation of an organisation‐wide research framework.

Findings

Developing the knowledge repository highlighted inherent complexity among people, resources, research activities, operational tasks and communication outcomes. The study helped validate the KDLC's utility in ensuring alignment of organisational processes and strategy; demonstrating its useful application in a practical setting.

Research limitations/implications

A replication across several organisations would help to refine the model beyond this critical test in a single organisation, while suggesting further practical recommendations.

Originality/value

The results of the study suggest that the KDLC is of value to practitioners in providing a check‐list approach for knowledge auditing, to theorists developing organisational KM models and those using test‐case strategies. The outcomes will particularly interest information and environmental professionals involved in establishing adaptive management projects.
Towards a consensus knowledge management success definition
Authors: Jennex Murray E. , Smolnik Stefan , Croasdell David T.
Published: July 2009

Purpose

The purpose of this paper is to propose a definition of KMS success.

Design/methodology/approach

The paper uses a consensus‐building approach to derive the definition. An expert panel was used to generate a list of possible KM success definitions. A survey was used to identify a likely definition from this list. A second survey was used to further refine the proposed KM success definition. Finally, analysis of the survey comments was used to finalize the proposed definition.

Findings

KM success is a multidimensional concept. It is defined by capturing the right knowledge, getting the right knowledge to the right user, and using this knowledge to improve organizational and/or individual performance. KM success is measured by means of the dimensions: impact on business processes, impact on strategy, leadership, and knowledge content.

Research limitations/implications

An additional survey should be performed that tests the constructs of the proposed KM success definition. Additionally, future research should focus on identifying a set of measures that can be used to measure KM success and determining whether KM and KM System (KMS), success are the same or different constructs.

Practical implications

The proposed definition of KM success provides practitioners with four dimensions that can be used to construct organization‐specific measures for indicating when their KM initiative is successful.

Originality/value

This is important, as the literature, while providing much support for identifying KM critical success factors, does not provide a definition of when KM can be considered successful. Knowing when a KM initiative is successful is important for organizations and practitioners.
Halogen‐free materials with improved thermal and electrical properties
Authors: Bedner David , He Michael
Published: July 2009

Purpose

The purpose of this paper is to present a latest update on halogen‐free base materials that are lead‐free compatible and have enhanced electrical properties.

Design/methodology/approach

Numerous halogen‐free flame retardants are screened in laboratory conditions for a wide arrange of properties. Once suitable candidates are found, they are compounded and processed into copper‐clad laminates and a wide variety of properties are tested.

Findings

Several formulations are found that are lead‐free compatible and that has enhanced electrical properties. Surprisingly, some thermal properties are found to be superior to traditionally halogenated laminates.

Research limitations/implications

The research here only presents the halogen‐free properties of a bare, unpopulated printed wiring board with no build up of inner layers and devoid of solder mask. Further work needs to be done on full circuit assemblies to properly evaluate the impact of removing halogens from interconnecting packages.

Originality/value

The paper details the material property differences between various halogen‐free materials as compared to halogenated materials. A method to model composite properties is also discussed.
EnFACE: a maskless process for circuit fabrication
Authors: Roy Sudipta
Published: July 2009

Purpose

The purpose of the paper is to present an update and the latest results from work on a project which could be useful for maskless printed circuit board (PCB) manufacturing.

Design/methodology/approach

Copper is plated and etched using a novel electrochemical technique, electrochemical patterning by flow and chemistry, using a masked tool and fully exposed substrate. The micro patterns on the tool are replicated on the substrate via optimum design of the apparatus, choice of electrolyte chemistry and fluid flow.

Findings

Linear and square shapes ranging from 5 to 200 μm are transferred using the technique by electrochemical plating and etching. Up to 25 substrates could be processed using a single tool, which indicates that photolithography requirements can be greatly minimised.

Research limitations/implications

The copper lines are transferred to relatively small substrates. The process needs to be scaled up to accommodate larger substrates in order to fully exploit its potential for PCBs.

Originality/value

The paper presents a fundamentally different approach to transfer micron scale pattern using a maskless technology. The platform technology involves using a mask to pattern each substrate; this work shows that micron scale patterns can be transferred without masking by optimising electrochemical reactor technology.
The processing time optimization of printed circuit board
Authors: Ancău Mircea
Published: July 2009

Purpose

The purpose of this paper is to demonstrate the optimization of printed circuit board (PCB) manufacturing by improving drilling process productivity.

Design/methodology/approach

Two different ways are explored to increase the productivity of the PCB drilling operation. The first way involves the minimization of the cutting‐tool path length. The second way to achieve the objective explores the efficiency of processing stacked PCBs.

Findings

To reduce the tool path length between the holes of a PCB, a heuristic hybrid algorithm to solve the traveling salesman problem (TSP) is briefly described. Also, a mathematical model to calculate the total processing time is proposed. Based on this model, the paper shows the optimal number of stacked PCBs that can be profitably processed, while high processing productivity does not always mean high number of stacked PCBs.

Research limitations/implications

The paper does not treat the optimization of the drilling process parameters, even if reduction of the drilling time using optimized cutting parameters also represents an efficient method for improving the productivity.

Originality/value

The paper shows the influence of the algorithm performance for solving the TSP on the processing time minimization, by decreasing the component of drill movement time along the drill path between holes. Additionally, the conditions in which stacking a specific number of PCBs is advantageous are also investigated. Furthermore, the paper shows how to determine the optimum number of stacked PCBs.
Method and system of automated measurement of micro drill bit wear
Authors: Fu Lianyu , Li Jian , Yang Fan
Published: July 2009

Purpose

The purpose of this paper is to provide a method and system to achieve automated measurement of micro drill bit wear.

Design/methodology/approach

A method and system of automated measurement of micro drill bit wear on the basis of machine vision are presented. Experiments are conducted to verify the developed method and system.

Findings

The worn area of the primary face is an appropriate index to reflect the wear condition of a micro drill bit. A machine vision based technique is an applicable tool for capturing and characterising images of worn micro drill bit. The developed system can accurately measure and characterise the wear performance of micro drill bits with different materials and different parameter designs.

Originality/value

The paper highlights the method and the system for achieving automated measurement of micro drill bit wear. The developed method and system can provide fast and precise evaluation of micro drill bit wear.
Influences on the reflow soldering process by components with specific thermal properties
Authors: Schüßler Florian , Kozic Denis , Franke Jörg
Published: July 2009

Purpose

The purpose of the paper is to focus on the research into components with specific thermal properties and their influences on the reflow soldering process.

Design/methodology/approach

After a brief introduction, the paper gives an overview of the necessity of thermal management on printed circuit boards (PCBs) and the possible effects on the manufacturing of electronic devices. In the next sections, different test boards are presented for investigations into different thermal effects during soldering. The last section deals with the influences of molded interconnected devices (MIDs) on the reflow soldering process.

Findings

The investigations show that components from the thermal management influence the reflow soldering process more or less. The highest impacts on the soldering process are from components with a thermal connection to the electrical component and its solder joint. All results from the investigations have in common that the thermal influence can only be compensated by increasing the temperature during soldering. However, this significantly increases the risk of overheating the electrical components or the PCB itself.

Research limitations/implications

This paper shows only the influence of some of the effects caused by thermal management on the reflow soldering process. Furthermore, vapour phase soldering is not considered, but actual investigations are carried out on vapour phase soldering ovens as well.

Originality/value

Thermal management becomes more and more important with the increasing functionality of electrical components and electronic devices. This topic has been the subject of a large number of articles. However, this paper deals with influences that thermal management has on the soldering process during the manufacturing of the electronic device.
Libraries and return on investment (ROI): a meta‐analysis
Authors: Aabø Svanhild
Published: July 2009

Purpose

The purpose of this paper is to show that the need to communicate the value of libraries is growing, and especially now during the global financial crisis. As a response library valuation research is expanding and there is now a need for a status report.

Design/methodology/approach

The library valuation field is developing towards generating a critical mass of empirical studies. The focus of the meta‐analytical review is on the subgroup that reports a return on investment (ROI) or a cost‐benefit ratio. Meta‐analysis is a quantitative analysis of findings of previous studies, conducted to infer general findings and lessons from prior empirical research. The dataset is 38 library valuation studies reporting a return on investment figure or cost‐benefit ratio.

Findings

Of the 38 studies, 32 are of public libraries, a number high enough to indicate a tenable result. The meta‐analysis indicates that the patterns in the findings are consistent with expectations regarding the benefit types that are included in the ROI figure, the methods used, and the scope of the study.

Originality/value

This study appears to be the first meta‐analytical review of library studies reporting a return on investment figure. The tentative conclusion is that for each dollar invested in public libraries they return, on average, approximately four times more. This is a strong message with policy implications.
What do LIS students in the United States know about liaison duties?
Authors: Ilene Attebury Ramirose , Finnell Joshua
Published: July 2009

Purpose

The purpose of this paper is to analyze job advertisements in United States academic libraries in order to determine the prevalence of jobs that contain a liaison component. It also aims to report on a survey of current library science graduate students to assess their level of understanding of what liaison work entails and what type of preparation they have had for such work in their LIS program.

Design/methodology/approach

The study includes an analysis of 313 academic library job advertisements. It also uses a 12 question survey, which was distributed to 52 library school listservs throughout the USA. The survey announcements resulted in 516 responses from library school students nationwide.

Findings

Of the jobs surveyed more than a quarter specifically mentioned liaison activities. The survey showed that few respondents have been exposed to a discussion of liaison work in their classrooms. Those who have demonstrated greater awareness of what constitutes liaison work demonstrate greater self‐confidence in their ability to become successful liaisons.

Research limitations/implications

The anonymous survey did not require participants to indicate what school they attended, possibly resulting in a geographically biased sample. The survey also did not ask respondents at what point they were in their program, so that some respondents may have been very new to their library school studies and may not have had the opportunity to take many classes at the time of the survey.

Practical implications

This study suggests that library schools should find ways to incorporate a discussion of liaison work into some part of their curriculum, especially for students interested in academic librarianship.

Originality/value

No other studies have analyzed job descriptions in terms of liaison work, nor have any studies surveyed students to determine their knowledge of, and preparation for, this type of work.
Using a decision grid process to evaluate library collections and e‐journals
Authors: Juznic Primoz
Published: July 2009

Purpose

The purpose of this paper is to present how the results of research on electronic resources use and selection policies in research libraries can be used.

Design/methodology/approach

The paper presents the sources for the establishment of the decision grid. The entire process and criteria for collection evaluation are presented from the funding perspective. The quantitative decision grid evaluation process used by the national body funding research, the Slovenian Research Agency, is presented and its use demonstrated.

Findings

For the fourth year in a row, the new decision grid was used to evaluate proposals for financing the library collections of almost one hundred research libraries in Slovenia. Each year, lists of quantitative evaluation elements are prepared and these are the basis for funding decisions. The results so far have been positive. The new criteria have encouraged involvement and participation in consortia, selection and deselection on the basis of the quality of journals, and movement to electronic journal collections.

Practical implications

The new research library environment that has evolved as technology has developed not only requires new models of functioning and providing service but also new financial resources. It is important to use library and information science research results and findings in the decision‐making process of the various involved parties regarding budget and financial inputs.

Originality/value

The paper offers new data on the old dilemma of how to best determine the value of a journal in the context of a library collection relative to the type of library and the needs of its users.
Inheriting the earth
Authors: Ballard Terry
Published: July 2009

Purpose

The purpose of this paper is to encourage other libraries to establish links in Google Earth and Google Maps linking back to their original content.

Design/methodology/approach

In the quest of the library at Quinnipiac University, USA, to develop a working Keyhole Markup Language (KML) template, they used tutorials from Google, forums for KML developers, and the Google Earth Community.

Findings

This project demonstrated that well‐designed KML files can have a verifiable impact on the usage of original content, serving as an advertising medium and an additional access point to their content.

Practical implications

Librarians can use these techniques to provide access to their material using a service that has proven extremely popular with users.

Originality/value

The paper provides information on free tools for libraries to enhance the discovery and access to their collections.
Social software programs: student preferences of librarian use
Authors: Epperson Annie , Leffler Jennifer J.
Published: July 2009

Purpose

The purpose of this paper is to present findings of an electronic survey to determine the extent of use of social software programs.

Design/methodology/approach

The study was conducted to discover the extent to which students use social software programs, namely Facebook, MySpace, Instant Messaging and Second Life, and to determine their level of desire for having a librarian or library presence within those settings. A web survey was developed and distributed using convenience sampling. The survey was distributed to students at two college campuses located in the state of Colorado in the USA.

Findings

The majority of respondents use social software programs, but are apathetic about using these programs for library questions or research.

Research limitations/implications

This research has several limitations to its findings: limited response rate, ambiguous phrasing of survey questions and geographic limitations all affect the results.

Practical implications

Owing to constraints on librarian time and resources, involvement in social software programs should be evaluated on a case‐by‐case basis.

Originality/value

Social software programs are discussed in library literature, but few research projects have been undertaken to determine patron expectations for librarian involvement.
Keeping staff motivated in tough times
Authors: Topper Elisa F.
Published: July 2009

Purpose

The aim of this paper is to understand the importance of keeping library staff motivated during tough financial times.

Design/methodology/approach

The paper takes the form of a literature review and comments on this timely topic.

Findings

Library staff are feeling nervous over the economy with cuts in funding and the influx of job seekers as library staff become career counselors.

Originality/value

The paper's value is in drawing attention to how libraries are coping with keeping staff motivated and providing practical tips and information on resource materials.
Bobcatsss 2009
Authors: Jackman Sarah
Published: July 2009

Purpose

The purpose of this paper is to provide a sampling of the flavor and content of the 2009 Bobcatsss Symposium held in Porto, Portugal.

Design/methodology/approach

An outline of the conference's stated purposes with subjective illustrations from the proceedings.

Findings

The conference's main theme was “Challenges for the new information professional”, and its focus was on the intersection of technology and librarianship in the future.

Originality/value

A brief report of value to professionals of many disciplines (particularly LIS) with an interest in the state and outlook of the information profession in 2009.
Finite element analysis of linear boundary value problems with geometrical parameters
Authors: Dyczij‐Edlinger R. , Farle O.
Published: July 2009

Purpose

The purpose of this paper is to enable fast finite element (FE) analysis of electromagnetic structures with multiple geometric design variables.

Design/methodology/approach

The proposed methodology combines multi‐variable model‐order reduction with mesh perturbation techniques and polynomial interpolation of parameter‐dependent FE matrices.

Findings

The resulting reduced‐order models are of comparable accuracy as but much smaller size than the original FE systems and preserve important system properties such as reciprocity.

Research limitations/implications

The method is limited to mesh variations that are obtained from a nominal discretization by continuous deformation. Topological changes in the mesh are not permissible.

Practical implications

In contrast to the underlying FE models, the resulting reduced‐order systems are very cheap to analyze. Possible applications include parametric libraries, design optimization, and real‐time control.

Originality/value

The paper extends the scope of moment‐matching order‐reduction techniques to a class of non‐polynomial systems arising from FE models with geometric parameters.
BarCampOrlando 2009: a model for libraries?
Authors: Lapointe Lisa
Published: July 2009

Purpose

The purpose of this paper is to report on the BarCampOrlando 2009 conference and to explore the model of an “unconference.”

Design/Methodology/Approach

This is a conference report.

Findings

BarCamp gatherings bring together people passionate about technology with no set agenda. The unconference model holds possibility for the library world. Originality/Value – The paper reports on business marketing, design, and mission topics presented at the BarCampOrlando conference that are applicable to libraries. The “unconference” model embodied at BarCamp and its potential implementation in the library world is discussed.
Reference utility of social networking sites: options and functionality
Authors: Steiner Heidi
Published: July 2009

Purpose

Since many, if not most, libraries and librarians have already delved into the world of social networking, the purpose of this paper is to serve strictly as an examination of the functionality of these tools for reference.

Design/methodology/approach

The paper provides a brief overview of each site, focusing on Facebook, MySpace, Twitter, and Ning.

Findings

Social networking sites are not equal in their reference utility, but possibilities exist and should be explored and implemented accordingly in a manner that best suits each library and the needs of its users.

Originality/value

The paper offers insight into the reference utility of social networking sites, providing an overview of their functionality.
Reinventing academic libraries in Kenya
Authors: Ondieki Makori Elisha
Published: July 2009

Purpose

The purpose of this paper is to review recent initiatives by academic libraries in Kenya aimed at reinventing, re‐engineering, and providing innovative information products and services to support learning and research activities or aspirations of their institutions.

Design/methodology/approach

The review utilized literature surveys of currently published articles.

Findings

The review provides some answers to the various challenges facing academic libraries in Kenya in the process of providing adequate information services. The review also provides useful information on how academic libraries in developing countries including Kenya can withstand the ever‐changing information environment by adopting entrepreneurial approaches to manage information.

Originality/value

The paper reveals that academic libraries in Kenya are facing daunting challenges in their effort to provide knowledge to support learning and research activities in their institutions. These challenges include: changing information environment and media landscape, technological innovation, user expectations, and economical forces. This forces them to adopt innovative approaches to manage and deliver information products and services. These approaches include: building new learning resource centers or refurbishing existing academic libraries, creation and development of digital institutional repositories, providing technological systems, understanding the information audience, and innovative information products and services.
Digitizing projects in developing countries: the case of the University of Nigeria
Authors: Nwogo Ezeani Chinwe
Published: July 2009

Purpose

In 2008 the University of Nigeria, Nsukka embarked on the process of digitizing all its legacy and scholarly works such as theses, projects, and publications of scholars in journals, books, and inaugural lectures. The aim was to protect the original documents and improving remote access and visibility for scholars. The project has not been without problems. The purpose of this paper is therefore to elucidate some of these problems and offer solutions for the continued success of the project.

Design/methodology/approach

This paper provides an examination of the digitization initiative of the University of Nigeria, Nsukka.

Findings

Challenges included legal aspects, training, infrastructure, and stakeholders.

Originality/value

The paper describes the process of a digitizing project in a developing country.
Do we really understand business marketing? Getting beyond the RM and BM matrimony
Authors: Pels Jaqueline , Möller Kristian , Saren Michael
Published: July 2009

Purpose

A large number of researchers and marketing textbooks see business marketing dominantly from the relationship marketing perspective. One can even talk about a “matrimony” of these domains; “RM=BM”. The Contemporary Marketing Practices studies, however, provide clear evidence of the coexistence of various marketing practices but offer no supporting theoretical rationale for these findings. The purpose of this paper is to answer the question whether business marketing and relationship marketing, when broadly defined to include all relational‐interactional perspectives, are necessarily wedded to each other.

Design/methodology/approach

A metatheoretical analysis was conducted to identify the contributions and limitations of the current research approaches to business marketing and a configurational approach for marketing (CAM) was developed, providing theoretical explanation for the empirical findings versus relationship dominance dilemma.

Findings

The metatheoretical analysis showed that research into business marketing relationships is not monolithic; that each tradition is useful for specific purposes, domains and activities; and that none helps understand why there are multiple ways in which firms relate to their markets. A conceptual CAM framework was developed that allows one to identify possible configurational marketing profiles (i.e. identifying different equivalently valid ways of relating to a business environment).

Research limitations/implications

It is contended that the configuration approach for marketing permits other configurations to co‐exist beyond the RM‐BM matrimony. CAM provides a conceptual framework that can host the “puzzling” empirical results of the contemporary marketing practices studies.

Practical implications

The CAM frame suggests that managers should carefully examine the internal logic of their marketing‐related configuration. Performance should be enhanced if the three elements – managerial frame of reference, organization/environment relationship, marketing mode – are coherent.

Originality/value

The configurational approach for marketing helps one to understand why firms relate to the business marketing environment with a multiplicity of marketing modes, showing that the BM‐RM matrimony is but one possible configuration.
B2B is not an island!
Authors: Gummesson Evert , Polese Francesco
Published: July 2009

Purpose

With B2B (business‐to‐business) and new developments in marketing as the springboard, this paper seeks to emphasize complexity and context in marketing systems, embracing both B2B and B2C (business‐to‐consumer) marketing.

Design/methodology/approach

The approach takes the form of a conceptual analysis of new developments in marketing through network theory and case study research.

Findings

Recent theory points to a network and systems approach to marketing and to changing roles between suppliers and customers. Both many‐to‐many marketing as a broadening of relational approaches and the service dominant (S‐D) logic stress consumer involvement, exposing the customer's interactive role. The IBM service science programme enrols research and education in developing more functional service systems. The conventional divide in goods and services marketing is dissolved in favour of supplier‐customer interaction.

Research limitations/implications

B2B and B2C are both part of complex contexts. Case study research and network theory allow complexity and context to come forward. Network theory should be applied in all marketing, and concepts in marketing need to be constantly evaluated as to validity and relevance. The conventional sectors (manufacturing, services, agriculture) are supplier‐centric whereas marketing prescribes customer centricity. By focusing on continuous theory generation better theory will replace previous theory.

Practical implications

Marketers overview the complexity of specific marketing situations, to systematically observe relational phenomena and the customer's role, and will be better able to foresee opportunities and avoid mistakes in marketing planning and execution.

Originality/value

The paper offers a network view which is little represented in research and education. With growing dependency on larger integrated systems such a coherent view becomes increasingly more urgent. In a new marketing logic of service and value creation, the reductionism, fragmentation and linearity of Western science are challenged in favour of a comprehensive network approach. B2B and B2C are treated as perspectives of a grander marketing context and not as independent categories, and the broadened role of customers in value networks is recognized. Goods and services can only be understood and handled in a unified context.
Marketing as promise management: regaining customer management for marketing
Authors: Grönroos Christian
Published: July 2009

Purpose

In today's competitive markets where market offerings are far more complicated and customer interfaces are far broader than conventional marketing models assume, marketing has become increasingly tactical and lost control of the customer management process. The purpose of this paper is to develop a promise management‐based approach to marketing with the goal of regaining customer management for marketing.

Design/methodology/approach

The approach takes the form of a conceptual analysis

Findings

According to the promise management approach marketing is viewed as a process of enabling and making promises as well as keeping promises in order to meet expectations created by promises made. Value creation in customer processes is considered the goal for marketing. It is claimed that by taking this view marketing can once again take full responsibility for customer management.

Research limitations/implications

The paper establishes a foundation for studying marketing as a process in situations where market offerings are multi‐faceted and include inputs from a range of company functions and processes. This is the case in business‐to‐business and service markets.

Practical implications

By adopting a promise management approach to marketing firms can broaden their understanding of marketing and make use of all aspects of customer management as part of an integrated marketing process.

Originality/value

The paper develops previous discussions in relationship marketing and service marketing of the promise concept and its role in marketing research into a comprehensive marketing framework.
Customer relationships and the heterogeneity of firm performance
Authors: Storbacka Kaj , Nenonen Suvi
Published: July 2009

Purpose

The purpose of this paper is to examine how, taking customer relationships as the unit of analysis, the heterogeneity of customer relationship performance influences the heterogeneity of firm performance, and how firms can balance the heterogeneity of customers, customer relationships, and customer portfolios by differentiated business models.

Design/methodology/approach

The approach to the topic is one of theoretical analysis and conceptual development.

Findings

Value capture is defined as the discounted present value of all future economic profit from the relationship. Three sources of value capture heterogeneity are identified: the customer, the relationship with the customer, and the interdependence between customers in a customer base. Relationship performance can be improved by investing in business model differentiation, in order to facilitate controlled adaptation to specific customer relationships and/or customer portfolios. Firms have to manage parallel business models and a central capability is the ability to create internal fit between the elements of a specific business model.

Research limitations/implications

The research presented relates to business‐to‐business customer relationships. Some of the conceptual thinking will not be applicable in consumer relationships.

Practical implications

A firm should have an optimum mix of customer relationships in its customer base, in relation to firm goals and strategy. Management needs to recognize the heterogeneity of customer relationship performance, and manage customer portfolios accordingly. In order to deal with the heterogeneity, it may be necessary to manage parallel business models. This will necessitate new capabilities, such as customer insight generation, account management, modularized production platforms, and relationship performance control.

Originality/value

For a scholarly audience the paper contributes to the discussion on how marketing improves firm performance by assuming responsibility for increasing firms' market value. For a practitioner audience it offers ideas for genuinely customer‐centric management.
Toward a transcending conceptualization of relationship: a service‐dominant logic perspective
Authors: Vargo Stephen L.
Published: July 2009

Purpose

The purpose of this paper is to propose and elaborate on a service‐dominant‐logic‐based conceptualization of relationship that transcends traditional conceptualizations.

Design/methodology/approach

The paper consists of a review of traditional conceptualizations of relationship, a review of service‐dominant logic foundational premises that are useful in reframing the concept, and supporting views from the institutional economics and business ecosystems literature.

Findings

A transcending, service‐dominant‐logic‐based conceptualization of relationship as a general term representing the network‐with‐and‐within‐network nature of value creation, with transactions as “temporal isolates” of relationships is suggested.

Originality/value

This higher‐order conceptualization of relationship provides a foundation for better understanding the role of relationship in value creation, as well as its correspondence to transactions and products.
The moderating influence of client sophistication on relationships within business‐to‐business credence service markets
Authors: Garry Tony , Harwood Tracy
Published: July 2009

Purpose

The purpose of this paper is to report on a study which aims to identify the characteristics and determinants of client sophistication within the UK corporate legal services market and to investigate its effect in determining the nature and essence of client‐solicitor relationships.

Design/methodology/approach

The paper uses in‐depth interviews of a range of individuals involved in the selection and evaluation of legal services used by their organisations and practice lawyers working for a variety of regional and national law firms involved in the delivery of legal advice related to corporate and commercial issues.

Findings

Findings suggest the level of client sophistication has a moderating influence in a number of key areas. These are identified as: service evaluation criteria; interdependency and power; the atmosphere in which solicitor‐client interactions take place and relationships develop; the nature of joint personal relational goals and the role of trust and extent of commitment.

Originality/value

The paper enriches the limited literature on business‐to‐business credence services and develops a deeper understanding of the nature of relationships within such contexts.
Extending relationship value: observations from a case study of the Canadian structural wood products industry
Authors: Lefaix‐Durand Aurelia , Kozak Robert , Beauregard Robert , Poulin Diane
Published: July 2009

Purpose

The purpose of this paper is to present how the construct of relationship value (RV) has the potential to help suppliers understand how to create superior value in their customer relationships and ultimately improve their competitiveness. Nowhere is this truer than in the Canadian wood products industry, where sales to its most important market, the USA, have recently been dwindling. The paper seeks to present how RV was adapted in this research context and extended over elements of scope, range of potential applications, scale of measurement, and computational techniques.

Design/methodology/approach

A multiple‐case study was undertaken and consisted of the evaluation of 58 customer relationships for three wood products manufacturers.

Findings

Findings highlight the necessary distinction between “value for” and “value of” customers when measuring relationship value from a supply perspective. Based on the value and orientation of exchange, a new segmentation of customer relationships emerges which differentiates “questionable”, “supportive”, “promising”, and “strategic” relationships.

Originality/value

The case study will serve in the development of value‐driven relationship management approaches, which are likely to become a major source of competitive advantage, not only in the wood products industry, but in business in general.
Explaining scientific networking with b2b network theories: the cases from the EU and Russia
Authors: Tretyak Olga A. , Popov Nikita I.
Published: July 2009

Purpose

The purpose of this paper is to extend existing theories of b2b networks over non‐profit networks.

Design/methodology/approach

The paper sheds light on the network organisational forms recently implanted in the academic community. the analytic induction method is used to extend b2b network concepts to a non‐profit context. The concepts of b2b networks are critically analysed and applied to explorative case studies of networks in academia. The paradox of open knowledge exchange in these networks is revealed and an attempt is made to elucidate it.

Findings

B2b network concepts should be modified before being extended to non‐profits. Propositions are suggested to adapt b2b network concepts to explain non‐profit networks. Questions to address in further research are developed.

Research limitations/implications

The main conclusions are only applicable to specific types of networks. Only academic networks are reviewed. The case study approach does not allow for generalizing the findings and deriving a set of concepts for non‐profit networks, and thus, calls for further research.

Practical implications

There may be space for achieving excellence in research by facilitating interpersonal rather than interorganisational research networks. This is important, since by facilitating interpersonal networks one can escape from organisational bureaucracy.

Originality/value

The study reports networking between the non‐profits, an issue largely neglected by marketing researchers, and contributes to its understanding in the frame of existing b2b network concepts.
Food product traceability and supply network integration
Authors: Engelseth Per
Published: July 2009

Purpose

The purpose of this paper is to develop a more precise conceptual understanding of the interplay between food product traceability and supply network integration.

Design/methodology/approach

A resource‐based network approach was used to create a framework with empirical evidence from a fresh strawberry product case.

Findings

A conceptual model describes product traceability as interacting with different organizational and informational resources.

Research limitations/implications

This is a preliminary model that substantiates a cross‐functional approach teamwork‐based to developing product traceability.

Originality/value

The study shows developing food product traceability as a complex undertaking dependent on information connectivity including a technical aspect of supply chain integration, and different forms of knowledge, an organizational aspect of supply chain integration.
The evolution of network positions in emerging and converging technologies
Authors: Low Brian , Johnston Wesley J.
Published: July 2009

Purpose

The purpose of this paper is to investigate how and why staying on the edge of emerging and converging technologies is significant for businesses to create the most vibrant, adaptive and complex behaviors, including a wider range of business relational initiatives (e.g. outsourcing, opportunistic partnership, merger and alliance, acquisition), and a better sense of which initiative to choose.

Design/methodology/approach

This is an inductive, interpretative case study complemented by hands‐on experience with the industry.

Findings

Appreciating why existing proprietary technologies need to be replaced with new robust and open technologies is important. Knowing when and how existing and emerging technologies would converge is even better. Developing an understanding of the likely impact of this convergence on existing network structure and network position is critical.

Originality/value

For practitioners the paper presents a framework for examining business relational initiatives at any given point in time and identifying a positioning path over time to shift the firm's network position. For academics it advances one's understanding on how various business relational initiatives are influenced by network structure and network position at the network level.