bluuebunny/crossref_metadata_2025 huggingface dataset:
Ethics and experiments in accounting
Authors: Holmes Kevin , Marriott Lisa , Randal John
Published: April 2012

Purpose

This research aims to measure compliance in a tax experiment among students. The aim of the study is to investigate relationships between claimed behaviour in a questionnaire and actual behaviour in an experimental environment, together with different behaviours between males and females, and different age cohorts.

Design/methodology/approach

A total of 630 undergraduate Commerce students at a New Zealand university completed a questionnaire on attitudes towards the tax system. The students subsequently participated in a simulation experiment requiring responses to hypothetical tax evasion decisions. Individual reward payments were contingent on the outcome of these tax evasion decisions. Questionnaire responses, which captured intended behaviour, were compared with actual behaviour in the experiment.

Findings

The study finds more compliant behaviour among older students and students who have been at university longer. It also finds female students demonstrate more ethical responses in their behaviour than male students. In contrast to extant literature, it finds a positive relationship between students indicating a preference for compliant behaviour in the questionnaire, and behaviour in the experiment. This leads support for the use of Defining Issues Tests (or similar instruments that capture moral development intentions) in ethics education research, and challenges recent studies that find a gap between intended and actual behaviour.

Research limitations/implications

As with all experimental research, the design is necessarily an artificial representation of the real world. Thus, the ability to generalise from this research is restricted.

Originality/value

Much of the research into the influence of ethics education on accounting students focuses on student claims of how they would respond in a hypothetical situation as measured by a Defining Issues Test or similar instrument, in order to provide a measure of ethical development. In contrast, this study adopts a behavioural approach. The findings indicate that Defining Issues Tests are likely to be an appropriate tool for ethics education research.
Barriers to social support among low‐income mothers
Authors: Offer Shira
Published: April 2012

Purpose

The literature on personal networks suggests that individuals who have a limited ability to contribute to their network run the risk of being socially excluded and are often denied assistance. The purpose of this paper is to examine the extent to which poor health and adverse life‐events constitute barriers to support from personal networks among low‐income mothers in the USA.

Design/methodology/approach

Using survey data from theWelfare, Children, and Families: A Three City Study(n=1,910), this study estimates a series of ordinary least squares regression and change models to test direct and mediated associations between poor health, adverse life‐events, and perceived support.

Findings

Both the cross‐sectional and longitudinal analyses show that mothers who suffer from psychological distress report lower support than their healthier counterparts, so do mothers with poor physical health. Domestic violence is also found to be negatively associated with support, but its effect is mainly driven by poor health. No effect is revealed for either substance abuse or engagement in illegal activities.

Research limitations/implications

The restricted character of the sample may leave differentials by socioeconomic status unrevealed.

Social implications

The most vulnerable and disadvantaged mothers, those in greatest need for support, are the least likely to have it available from their networks. Hence this study highlights the need of providing support through formal channels in the community.

Originality/value

By treating support as a dependent variable, this study sheds light on the factors related to low‐income mothers' social well‐being and helps reveal the conditions that can impede their participation in support networks.
Loyalty as rent: corruption and politicization of Russian universities
Authors: Osipian Ararat L.
Published: April 2012

Purpose

The purpose of this paper is to analyze the changes that have taken place in the Russian higher education sector over the last two decades. Specifically, it analyses such phenomena as corruption and politicization of Russian universities through the concept of “loyalty as rent”.

Design/methodology/approach

This paper is a synthesis of conceptual work and case study, developing and applying the concept of “loyalty as rent” to the case of Russian higher education. Rapidly developing segments of the Russian economy are known for sprawling informal economic relations. In such segments, illicit revenues may exceed legal income and political influence is considered an economic resource.

Findings

Informal approval of corrupt activities in colleges and universities in exchange for loyalty and compliance with the current political regime is commonplace in modern Russia. Political indoctrination of universities is advanced by the ruling political regime in Russia through informal means, while academic meritocracy is no longer honored. The ruling regime uses corruption in the universities to derive its rent not in money but in loyalty to the regime.

Originality/value

This paper argues that the widespread corruption in Russian universities may be used by the state in order to gain much needed political support of faculty and students.
Religion, the state and disaster relief in the United States and India
Authors: Paulson Nels , Menjívar Cecilia
Published: April 2012

Purpose

The purpose of this paper is to explore the place of religion in civil society and how that relates to the problem of social order.

Design/methodology/approach

An exploratory comparative case study was conducted of flood relief in Mumbai with the relief following theKatrinadisaster in the summer of 2005, using a qualitative content analysis of regional media documents.

Findings

A more fluid and less clearly defined division between religion and government in the USA was found that created opportunities by which a much larger response by religious institutions occurred. Religiously‐based disaster relief in the US case is conducted more through groups and networks, while in the Indian case, religious‐based relief takes place more through values and norms. These conditions led to more immediate social order following the floods in Mumbai but less intensive cooperation and coordination that was not tied to religious institutions. AfterKatrinain the US case, coordination and cooperation were less immediate but of higher intensity and explicitly tied to religious institutions.

Research limitations/implications

This research offers new categories for understanding the role of religion in civil society by focusing on disaster relief in a comparative manner, proposing a framework based on qualitative and exploratory research for pursuing more deductive and explanatory quantitative analyses in the future.

Originality/value

Finally, instead of assuming religion as either a source of conflict or a source of social order, dependent on the nature of a given religious group, this paper shows the additional complexity and variation in social order that is dependent on the relationship between religion and state and the social context in a given time and place.
Empirical analysis of the relationship between Six Sigma management activities and corporate competitiveness
Authors: Choi Bong , Kim Jongweon , Leem Byung‐hak , Lee Chang‐Yeol , Hong Han‐kuk
Published: April 2012

Purpose

This study proposes a research model to test whether Six Sigma‐based management activities improve corporate competitiveness in Samsung Group.

Design/methodology/approach

The paper's model was validated and its hypotheses tested using structural equation model analysis.

Findings

Empirical results showed that Six Sigma activities do indeed contribute to revitalized process management, improved quality, and, finally, lead to corporate competitiveness.

Research limitations/implications

The survey data were collected at the individual level, such as GB, BB, MBB, and limited to the affiliated companies of Samsung Group. To obtain more meaningful results, data would be collected at the corporate level and the pool of subjects expanded. However, this paper shows that the four fundamental factors (CEO's will, Communication, Training, and Policy) as well as three substantial factors (Information Utilization, Standardization, and Promotion) are meaningful activities influencing the success of Six Sigma management significantly.

Originality/value

The main contribution of this paper lies in the establishment of a causal relationship among Six Sigma activities, process innovation, quality improvement, and company competitiveness, as well as in the proposed managerial implications for Six Sigma projects.
Supply chain integration and performance: the moderating effect of supply complexity
Authors: Gimenez Cristina , van der Vaart Taco , Pieter van Donk Dirk
Published: April 2012

Purpose

The purpose of this paper is to investigate the effectiveness of supply chain integration in different contexts. More specifically, it aims to show that supply chain integration is only effective in buyer‐supplier relationships characterised by high supply complexity.

Design/methodology/approach

A survey‐based research design is developed to measure different dimensions or aspects of supply chain integration and supply complexity. Data were collected among manufacturers in The Netherlands and Spain.

Findings

This research shows that supply chain integration increases performance if supply complexity is high, while a very limited or no influence of supply chain integration can be detected in case of low supply complexity. The results also show that in high supply complexity environments the use of structured communication means to achieve supply chain integration has a negative effect on cost performance.

Research limitations/implications

The limited sample size prohibits estimating and testing of more comprehensive models of the relationship between supply chain integration and performance. Specifically, the authors were not able to further investigate how different supply chain integration dimensions are inter‐related and mutually reinforce one another to improve performance.

Practical implications

The main managerial lesson is that, in contrast to what has been written in many books and other popular publications, high levels of supply chain integration are only necessary in environments characterised by high supply complexity.

Originality/value

This study helps to better understand context in supply chain management research. Specifically, it investigates the moderating effect of supply complexity on the integration‐performance relationship, a topic suggested by Bozarth et al. as a line for further research.
The role of relative absorptive capacity in improving suppliers' operational performance
Authors: Nagati Haithem , Rebolledo Claudia
Published: April 2012

Purpose

The purpose of this paper is to examine the link between relative absorptive capacity and suppliers' operational performance.

Design/methodology/approach

The paper uses structural equation modelling of survey data from 218 Canadian manufacturers referring to a particular relationship with one of their customers.

Findings

Results suggest that only the first dimension of the relative absorptive capacity – knowledge sharing routines – influences the knowledge transferred from the customer to the supplier. Knowledge transfer acts as a mediator between knowledge sharing routines and the supplier's operational performance improvement.

Research limitations/implications

The absence of a significant association between the second dimension of relative absorptive capacity – overlapped knowledge bases – and knowledge transfer is a surprising result that should be further investigated.

Originality/value

This appears to be the first study to operationalise and empirically test relative absorptive capacity and its consequences in the particular context of customer‐supplier relationships.
Interview with Anders Dahlvig
Authors: by Gareth Bell Interview
Published: April 2012

Purpose

The purpose of this article is to provide an interview with the former IKEA CEO, Anders Dahlvig.

Design/methodology/approach

The paper provides an interview with Anders Dahlvig, former CEO of IKEA and author of The IKEA Edge.

Findings

In the interview, Anders discusses how IKEA's business model, as outlined in his book, can be adopted by other leaders.

Originality/value

The interview highlights IKEA's four cornerstones: a strong vision and values with a social ambition; price and product differentiation through control of the entire value chain; a strong approach to global diversification; and a strong committed owner with a long term view.
Evaluating the cultural significance of historic graffiti
Authors: Forster Alan M. , Vettese‐Forster Samantha , Borland John
Published: April 2012

Purpose

Graffiti, both ancient and contemporary, could be argued to be significant and therefore worthy of protection. Attaching value is, however, subjective with no specific method being solely utilised for evaluating these items. The purpose of this paper to help those who are attempting to evaluate the merit of graffiti to do so, by determining “cultural significance”, which is a widely adopted concept for attaching value to the historic built environment. The current Scottish system utilised to assess “cultural significance” is the Scottish Historic Environment Policy (SHEP) which shares many common features with other determinants of cultural significance in different countries. The SHEP document, as with other systems, could however be criticised for being insufficiently sensitive to enable the evaluation of historic graffiti due, in part, to the subjective nature of determination of aesthetic value.

Design/methodology/approach

A review of literature is followed by consideration of case studies taken from a variety of historical and geographical contexts. The majority of examples of graffiti included in this paper have been selected for their relative high profile, previous academic study, and breadth of geographic spread. This selection will hopefully enable a relatively comprehensive, rational assessment to be undertaken. That being said, one example has been integrated to reflect commonly occurring graffiti that is typical to all of the built environment.

Findings

The determination of aesthetic value is particularly problematic for the evaluator and the use of additional art‐based mechanisms such as “significant form”, “self expression” and “meaning” may aid this process. Regrettably, these determinants are also in themselves subjective, enhancing complexity of evaluation. Almost all graffiti could be said to have artistic merit, using the aforementioned determinants. However, whether it is “good” art is an all together different question. The evaluation of “good” art and graffiti would have traditionally been evaluated by experts. Today, determination of graffiti should be evaluated and value attached by broader society, community groups, and experts alike.

Originality/value

This research will assist those responsible for historic building conservation with the evaluation of whether graffiti is worthy of conservation.
Rights of light: Waldram's conundrum
Authors: Defoe Peter S. , Frame Ian
Published: April 2012

Purpose

Over the last few years it has been established that there is a need to re‐evaluate the basis of assessment of the sufficiency of daylight, in rights to light cases, where the loss of daylight after obstruction might lead to injunction and/or damages. The purpose of this paper is to further examine whether the methodology used by surveyors, whereby the effect of glazing, window frames and internal reflectance are ignored, is valid and whether theoretical values can be translated into real values obtained through practical experimentation.

Design/methodology/approach

Modern methods of assessment of daylighting, for design purposes, calculate a whole room average as a percentage of available daylight from a Commission Internationale de l’Eclairage (CIE) sky whereas Waldram's methodology, in rights to light cases, results in a contour line marking the series of points in a room where the task lighting, from a uniform sky, would be insufficient for normal use. These two methods appear incompatible and the conundrum is that whilst the courts are seeking to determine adequacy of daylighting to a room, the practitioners need to be able to measure the reduction in a way that has real meaning and can be valued.

Findings

By comparing theoretical results using the Waldram methodology with those obtained using the Building Research Establishment (BRE) methodology and with physical measurements on site and in an artificial sky dome, it can be demonstrated that results using the Waldram Diagram, or the proposed CIEL Diagram, can be translated into real values of daylighting for a room and that these values are more realistic than those obtained through the BRE methodology.

Originality/value

This research (which is ongoing) will be useful to practitioners and the courts in determining rights to light cases and is a significant contribution to the debate initiated in this journal by Michael Pitts some 12 years ago.
Understanding product lifecycle management and supporting systems
Authors: Hadaya Pierre , Marchildon Philippe
Published: April 2012

Purpose

This study attempts to expand knowledge of product lifecycle management (PLM) and supporting systems. Its objective is threefold: first, to identify and assess the impact of two key PLM building blocks on new product performance. Second, to use the aforementioned PLM building blocks to highlight the distinctive nature of PLM and closed‐loop PLM systems. Third, to demonstrate that the closed‐loop PLM system provides more new product benefits than the PLM system and that the usage of the closed‐loop PLM system is positively related to new product development.

Design/methodology/approach

The research hypotheses were tested on data collected from 87 manufacturers in the transportation equipment manufacturing industry in one Canadian province.

Findings

The findings show that only ten manufacturers have adopted a closed‐loop PLM system. As expected, the results show that the two key PLM building blocks, namely operational integration and information system (IS) usage, are positively related to new product development. Findings also show that the level of forward operational integration is similar in the closed‐loop PLM system and in the PLM system, while the level of backward operational integration, the usage of the PLM system and new product development are higher in the closed‐loop PLM system. Finally, the results demonstrate that the usage of the closed‐loop PLM system is positively related to new product development.

Originality/value

This contribution should give academics and practitioners alike a better understanding of the role and benefits of PLM and its supporting systems (the PLM system and the closed‐loop PLM system).
Determinants of suppliers' level of use of B2B e‐marketplaces
Authors: Saprikis Vaggelis , Vlachopoulou Maro
Published: April 2012

Purpose

The purpose of this paper is to investigate the influence of various factors on suppliers' level of use of business‐to‐business (B2B) e‐marketplaces by examining three basic variable domains; suppliers' internal environment, their external environment and the characteristics of the adopted B2B e‐marketplace.

Design/methodology/approach

A conceptual framework is developed based on extended literature review and examined on data collected from 87 suppliers that currently use Greek B2B e‐marketplaces. Factor analysis and multiple discriminant analysis are applied to test the framework and its related hypotheses.

Findings

Several hypotheses are formulated leading to the development of the proposed “B2B e‐MarkFLU” conceptual framework. The research results show that factors from all the examined variable domains influence suppliers' level of use of B2B e‐marketplaces. However, the B2B e‐marketplace's characteristics are regarded as the most important of the three categories because of its higher impact on the involved suppliers, whereas the factors from the external environment have the lowest impact.

Originality/value

The research helps to fill an existing gap in the study of B2B e‐marketplaces' post‐adoption stage, as there have been extremely limited empirical studies after their adoption phase. To our knowledge, this paper comprises the first empirical attempt aimed to investigate thoroughly the three aforementioned variable domains by researching suppliers' active participation in B2B e‐marketplaces.
Information technology competency, knowledge processes and firm performance
Authors: Pérez‐López Susana , Alegre Joaquin
Published: April 2012

Purpose

The purpose of this paper is to analyze the impact of information technology (IT) competency on knowledge management processes and the relations among IT competency, knowledge management processes and performance outcomes.

Design/methodology/approach

The study uses survey data from 162 managers and structural equation modeling to assess the links between IT competency, knowledge management processes and firm performance.

Findings

First, this study finds that IT competency plays a critical role in knowledge management processes. Second, knowledge management processes are directly related to market performance, which, in turn, is directly related to financial performance. Third, no direct relation exists between IT competency and firm performance. Knowledge management processes mediate the relation between IT competency and market performance.

Research limitations/implications

The research is cross‐sectional, so cause‐effect relations cannot be definitively inferred from the results.

Practical implications

The findings indicate that managers should not only focus on allocating sufficient resources for IT investments. To achieve better performance, these technologies need to be used to support the development of the knowledge management processes.

Originality/value

This study contributes to knowledge management research, identifying a key antecedent of knowledge management processes – IT competency – and analyzing the link between knowledge management processes and performance. Moreover, this study is relevant to IT literature because it shows that IT competency, on its own, is insufficient to generate and maintain a competitive advantage. Firms need complementary strategic capabilities such as knowledge management to strengthen the effect of IT competency on firm performance.
Learning orientation in export functions: impact on export growth
Authors: Souchon Anne L. , Sy‐Changco Joseph A. , Dewsnap Belinda
Published: April 2012

Purpose

The purpose of this paper is to examine how the learning orientation of export functions affects their growth performance.

Design/methodology/approach

A mail survey of 354 exporters was conducted, and the data were analyzed using confirmatory factor analysis and structural equation modeling.

Findings

Results show that the link between response to export information and export growth is quadratic (U‐shaped), and that this relationship is moderated by use of export memory. Export memory itself was found to be beneficial to export growth when responsiveness to export information is low, but detrimental under high levels of export information responsiveness. In turn, response to export information is driven by export information acquisition and distribution, as well as by the management of mental export models. Export memory use is also enhanced by the latter and the integration of export information within organizational systems.

Research limitations/implications

The authors examine learning orientation in the context of export functions for the first time, and in doing so, uncover specific relationships that export learning constructs have with the growth performance of export firms. In addition, most of the organizational learning literature focuses on the information‐processing behaviors of firms (e.g. acquisition, dissemination, use), overlooking the important discipline‐based constructs such as the management of mental models. The authors show how important the challenging of mental export models is for maximizing response to export information and use of export memory.

Practical implications

High levels of (human and financial) investment in export information processing are important for export growth. Export memory use should be encouraged, but only to confirm or triangulate new information. In addition, export staff should be formally trained in challenging the preconceptions they may have developed about their export markets.

Originality/value

This study is the first to consider the learning orientation of export functions, and to do so from a holistic (both information processing‐ and discipline‐based) perspective.
Kirznerian and Schumpeterian entrepreneurial‐oriented behavior in turbulent export markets
Authors: Sundqvist Sanna , Kyläheiko Kalevi , Kuivalainen Olli , Cadogan John W.
Published: April 2012

Purpose

The purpose of this paper is to shed light on the mechanisms by which entrepreneurial‐oriented behaviours (EOB) enhance international business performance. In so doing, the authors demonstrate that different dimensions of EOB may need to be emphasized or dampened, depending on the environmental conditions facing the firm.

Design/methodology/approach

A survey of 783 Finnish exporters is undertaken, and the relationships between the dimensions of EOB and business performance are assessed.

Findings

It is found that Kirznerian manifestations of EOB have stronger positive relationships with export profits when markets are relatively stable, whereas Schumpeterian manifestations of EOB have stronger positive relationships with export profits when markets are more dynamic.

Research limitations/implications

The study has implications for researchers studying multidimensional strategic orientations. The approach adopted is novel, in that instead of adopting a fully aggregated or fully disaggregated approach to the study of a strategic orientation, the authors use a theoretically derived partial aggregation approach. As a result, EOBs are grouped into two kinds, and the latter are shown to behave differently with respect to relationships with performance outcomes. The study limitations include single source data and its cross‐sectional design.

Practical implications

When markets are relatively stable, businesses need to emphasize the Kirznerian manifestations of EOB (i.e. display high levels of competitive aggressiveness and proactiveness) and downplay Schumpeterian manifestations of EOB (i.e. reduce innovativeness, risk taking and autonomy). However, in highly dynamic markets, managers should focus on Schumpeterian manifestations of EOB at the expense of Kirznerian EOB.

Originality/value

This paper introduces Schumpeterian and Kirznerian entrepreneurial behavior in an international marketing context, and analyses the effects of these activities on international performance under varying levels of environmental turbulence.
Frequency of CRM implementation activities: a customer‐centric view
Authors: Kim Molan , Eun Park Jeong , Dubinsky Alan J. , Chaiy Seoil
Published: April 2012

Purpose

Customer relationship management (CRM) is considered a means to create competitive advantage for a company, as well as influence organizational performance. Much research has explored CRM users' point of view vis‐à‐vis successful CRM implementation, yet little concern has been shown regarding customers' viewpoints toward these same actions. This is surprising given that one of the beneficiaries of CRM is the customer. This paper aims to report the results of a study that explored the gap between actual bank CRM actions and customers' expectations of those actions in relation to CRM customers' intention to remain in the relationship.

Design/methodology/approach

This study explores the gap between actual bank CRM implementation and customers' expectations of those actions in relation to customer retention using a survey method. A research model is presented to illustrate the theoretical relationships of the research.

Findings

The findings indicate that an incompatibility exists between the interval of actual CRM implementation activities and customers' expectations of the interval and that this incompatibility has an adverse effect on customers' willingness to remain in the relationship. Additionally, customers and CRM personnel hold different perceptions regarding the frequency with which CRM implementation activities should be executed.

Practical implications

Implementing CRM service efforts should be compatible with customers' expectations. Therefore, companies should pay keen attention when selecting the optimal frequency of CRM implementation so that it meets customers' expectations. Also, firms may be having too frequent CRM contact with customers, thus creating inefficient use of CRM resources.

Originality/value

This paper explores selected variables that may influence CRM performance vis‐à‐vis its implementation. The research provides the unique perspective of the customer as a major factor to consider for successful CRM implementation.
The dynamics of satisfaction and loyalty after relational transgressions
Authors: Blocker Christopher P.
Published: April 2012

Purpose

This study aims to investigate how customer satisfaction and loyalty evolve during the initial years of a business services relationship. In addition to assessing the potential for dynamic effects, models explore how relational transgressions such as very poor sales and implementation experiences might moderate customer satisfaction dynamics and the relationship trajectory.

Design/methodology/approach

Analyses utilize structural equation modeling on longitudinal data obtained over a three‐year period from customers contracting with a global provider for IT services.

Findings

Results reveal significant dynamic effects for satisfaction across two successive time periods but not for loyalty intentions, suggesting prime importance for finding ways to continually satisfy customers. Customers' initial sales and implementation experiences negatively moderated the dynamic effects of satisfaction from time 1 to time 2, but not for time 2 to time 3. This result indicates that customers who experience relational transgressions strongly update their perceptions with new information in early phases of the relationship, but subsequently, customers anchor future evaluations using their existing perceptions.

Originality/value

Whereas a growing amount of work explores how satisfaction and loyalty evolve for consumers, there is very little empirical knowledge to help managers understand how business customers' evaluations shift or follow certain trajectories based on initial relationship experiences. This study aims to address this important gap and finds evidence that customers do rely on their satisfaction perceptions from previous periods and, given time, can move beyond past relational transgressions when they evaluate their providers.
Gender and age as moderators in the service evaluation process
Authors: Sharma Piyush , Chen Ivy S.N. , Luk Sherriff T.K.
Published: April 2012

Purpose

Prior research exploring the relationships among sacrifice, service quality, value, satisfaction, and behavioral intentions in service evaluation models did not consider customer characteristics. This study aims to test the moderating effects of two demographic variables (i.e. gender and age) on all the relationships in the “comprehensive” service evaluation model.

Design/methodology/approach

Responses from a diverse group of shoppers (n=2,727) in six retail categories (cosmetics, electronics, fashion, jewelry, telecom services, and department stores) were examined using structural equation modeling.

Findings

The negative relationship between sacrifice and perceived value, and the positive association of perceived value and satisfaction with behavioral intentions, is stronger for the male and older customers; whereas the positive association of service quality with satisfaction and value is stronger for female and younger customers.

Research limitations/implications

The study examined behavioral intentions instead of actual behavior due to its cross‐sectional design. However, in the categories examined (cosmetics, fashion, department stores, etc.) where purchase frequencies range from moderate to high, behavioral intentions may highly correlate with actual behavior.

Practical implications

The findings help retail managers understand the differences in the influence of perceived sacrifice, value, service quality, and satisfaction on the behavioral intentions of customers, based on individual characteristics such as gender and age. They should be able to plan and prioritize their marketing activities for diverse customer segments.

Originality/value

The study offers new insights on the individual differences in the service expectations and perceptions, which in turn affect customer behavior and loyalty.
The role of cause and affect in service failure
Authors: Jean Harrison‐Walker L.
Published: April 2012

Purpose

The primary purpose of this paper is to explore the role of emotions that consumers experience as a result of assigning causal attributions to service failures. The secondary purpose is to consider the effects of each of these emotions on behavioral outcomes.

Design/methodology/approach

This paper extends the work of Wetzer, Zeelenberg, and Pieters regarding emotions and draws upon the existing literature to present a series of research propositions tying attributions to emotions and emotions to behavioral outcomes.

Findings

When a service failure occurs, customers experience any of a variety of negative emotions. The particular emotional reaction depends on the customer's perception of why the service failure occurred in the first place. Behavioral outcomes associated with service recovery therefore depend directly on the negative emotion and indirectly on the customer's perception of the cause.

Practical implications

To the extent that marketing managers can frame the cause of the service failure in their post‐failure communications, recovery satisfaction may be increased leading, in turn, to more positive customer response outcomes. The specific managerial implications depend upon the emotional response experienced by the customer.

Originality/value

Research to date looking at causal attributions in service failure is limited to attributions based on stability and controllability and ties them to very few emotions; this paper identifies six attributions and ties each to a specific emotion. The behavioral outcomes of reconciliation and share‐of‐wallet are added to the traditional outcomes of repatronage intentions and negative word‐of‐mouth.
Design, fabrication, and evaluation of negative stiffness elements using SLS
Authors: Kashdan Lia , Conner Seepersad Carolyn , Haberman Michael , Wilson Preston S.
Published: April 2012

Purpose

Recent research has shown that constrained bistable structures can display negative stiffness behavior and provide extremal vibrational and acoustical absorptive capacity. These bistable structures are therefore compelling candidates for constructing new meta‐materials for noise reduction, anechoic coatings, and backing materials for broadband imaging transducers. To date, demonstrations of these capabilities have been primarily theoretical because the geometry of bistable elements is difficult to construct and refine with conventional manufacturing methods and materials. The purpose of this paper is to leverage the geometric design freedoms provided by selective laser sintering (SLS) technology to design and construct constrained bistable structures with negative stiffness behavior.

Design/methodology/approach

A meso‐scale negative stiffness system is designed and fabricated with SLS technology. The system includes a bistable structure in the form of a pre‐compressed/pre‐buckled beam. The dynamic transmissibility of the system is measured, and its behavior is compared to the predictions of analytical models.

Findings

Experimental results demonstrate that pre‐compression and pre‐buckling can be used to induce negative stiffness behavior and thereby increase the damping and shift the resonant frequency of an unconstrained beam.

Originality/value

The results support the usefulness of SLS and other additive manufacturing technologies for acoustic and dynamic applications. Specifically, the demonstrated advantages of SLS include the ability to rapidly redesign, functionally 2 prototype, and tune physical models for acoustic and dynamic experimentation. Of significant importance is the ability of SLS to enable consolidation of parts that are traditionally separate, thereby reducing vibrational noise in these systems. In this specific application, SLS enables a proof‐of‐concept comparison of the theoretical and experimental behavior of a meso‐scale negative stiffness system. The demonstrated acoustical and vibrational absorptive capacity of these systems is expected to lead to designs for new structures and materials that offer significantly improved energy absorbing capabilities over a broad range of tunable frequencies without compromising structural stiffness.
Factor analysis of selective laser melting process parameters and geometrical characteristics of synthesized single tracks
Authors: Yadroitsev Igor , Yadroitsava Ina , Bertrand Philippe , Smurov Igor
Published: April 2012

Purpose

Properties of the parts manufactured by selective laser melting (SLM) depend strongly on the each single laser‐melted track and each single layer, as well as the strength of the connections between them. The purpose of this paper to establish links between the principal SLM parameters (laser power density, scanning speed, layer thickness), properties of the powder and geometrical characteristics of single tracks. This study will provide a theoretical and technical basis for production of parts from metal powders.

Design/methodology/approach

This paper discusses the SLM parameters affecting on geometrical characteristics of the synthesized single tracks. Granulomorphometric characteristics of powders were studied in detail. A Greco‐Latin square design was used to control geometrical characteristics of the tracks. Analysis of variance (ANOVA) permitted to establish a statistically significant influence of the SLM process parameters on geometry of the single laser‐melted track.

Findings

The behavior of individual tracks and their geometric characteristics depend on the process parameters, and physical‐chemical and granulomorphometrical properties of the powder. Each powder shows peculiar behavior in the process of single track formation. For stainless steel grade 904L powders with different particle size it was found that the most influencing parameter is the laser power (the following values were applied: 25, 37.5, 50 W), and then, in order of decreasing importance, are the powder layer thickness (60, 90, 120 μm), the scanning speed (0.05, 0.10, 0.15 m/s), and, finally, the particle size.

Originality/value

The proposed hierarchy of the process parameters is a new systematic study presented by the authors, developed for selective laser melting. Obtained data can be used in surface structuring and micro‐manufacturing characterized by a small number of layers within a part and, thus, sensible to the geometric dimensions and shape of the individual tracks.
Patient‐specific reconstruction with 3D modeling and DMLS additive manufacturing
Authors: Salmi Mika , Tuomi Jukka , Paloheimo Kaija‐Stiina , Björkstrand Roy , Paloheimo Markku , Salo Jari , Kontio Risto , Mesimäki Karri , Mäkitie Antti A.
Published: April 2012

Purpose

The purpose of this paper is to develop a workflow for 3D modeling and additive manufacturing (AM) of patient‐specific medical implants. The comprehensive workflow consists of four steps: medical imaging; 3D modelling; additive manufacturing; and clinical application. Implants are used to reconstruct bone damage or defects caused by trauma or disease. Traditionally, implants have been manually bent and shaped, either preoperatively or intraoperatively, with the help of anatomic solid models. The proposed workflow obviates the manual procedure and may result in more accurate and cost‐effective implants.

Design/methodology/approach

A patient‐specific implant was digitally designed to reconstruct a facial bone defect. Several test pieces were additive manufactured from stainless steel and titanium by direct metal laser sintering (DMLS) technology. An additive manufactured titanium EOS Titanium Ti64 ELI reconstruction plate was successfully implanted onto the patient's injured orbital wall.

Findings

This method enables exact fitting of implants to surrounding tissues. Creating implants before surgery improves accuracy, may reduce operation time and decrease patient morbidity, hence improving quality of surgery. By using AM methods it is possible to manufacture a volumetric net structure, which also allows cells and tissues to grow through it to and from surrounding tissues. The net is created from surface and its thickness and hole size are adjustable. The implant can be designed so that its mass is low and therefore sensitivity to hot and cold temperatures is reduced.

Originality/value

The paper describes a novel technique to create patient‐specific reconstruction implants for facial bony defects.
Three‐dimensional multi‐material electromagnetic band‐gap structure: design, fabrication and property studies
Authors: Sun Kun , Li Dichen , Wu Haihua , Wang Minjie , Tian Xiaoyong
Published: April 2012

Purpose

The purpose of this paper is to bring up the concept of multi‐material electromagnetic band‐gap structure (EBGs) and develop a method for its fabrication. Meanwhile, its microwave properties were studied and compared with the traditional EBGs consisting of two kinds of material.

Design/methodology/approach

Stereolithography (SL) and gel casting were used to fabricate 3D multi‐material EBGs. Resin mold was designed and fabricated based on SL process, slurries loaded with 55vol per cent Al2O3 and 55vol per cent TiO2, respectively, were prepared, and using gel casting, multilayer EBGs with diamond structure were fabricated. T/R method was used to obtain the characteristic parameter S21 of the EBGs; meanwhile, characters of their band structure were studied based on plane wave expansion method.

Findings

The fabricated EBGs with a TiO2‐resin‐air structure showed a band gap from 11.7 GHz to 16.0 GHz along <1, 1, 0> direction; the EBGs with a TiO2‐resin‐Al2O3 structure showed a band gap from 11.4 GHz to 11.9 GHz along <1, 1, 0> direction. Both of them agreed well with the simulation result. Also, through the study of multi‐material EBGs' microwave properties, it could be seen that this structure was a good approach to adjust the band gap.

Originality/value

With the concept of multi‐material EBG structure brought up, multilayer 3D EBGs were designed and fabricated based on SL combined with gel casting. It could be seen that multi‐material EBGs was a good approach to adjust the band gap. Also, the fact that the testing result matched the simulation validates the feasibility of the process.
Effect of selective laser melting layout on the quality of stainless steel parts
Authors: Dadbakhsh S. , Hao L. , Sewell N.
Published: April 2012

Purpose

Selective laser melting (SLM) is increasingly used for the manufacture of end‐use metal tools and parts, requiring the careful identification of a range of appropriate process parameters and conditions to achieve desirable properties and quality. Process conditions such as the relation between layout of parts and internal gas flow within the SLM platform can influence the consolidation of metal powers and therefore the quality and properties of the final parts. The purpose of this paper is to investigate the effect of part layout on quality and mechanical properties of cylindrical 316L stainless steel parts manufactured by SLM.

Design/methodology/approach

The cylindrical 316L stainless steel parts were manufactured in two directions, one perpendicular to the gas flow direction and one parallel to it. The investigation first focuses on visual inspection and porosity measurements to compare the quality factors such as delamination and porosity of the parts. A mechanical test procedure including tensile, compressive, and shear‐punch is used to assess the mechanical properties of the SLM specimens. Cross sectional analyses are carried out to better understand of material response under mechanical tests.

Findings

The results show that the part layout and gas flow condition have a negligible influence on porosity formation, however they notably affect the thermal stress and bonding strength between particles which consequently influences the mechanical properties of final parts. The manufacturing of parts perpendicular to gas flow seems to be more advantageous rather than parallel to gas flow.

Originality/value

This is the first work investigating the effects of the SLM layout on the quality and mechanical properties of stainless steel specimens. The results can be used in quality control purposes and for quality improvement of SLM parts.
Hedging effectiveness of REIT futures
Authors: Lin Lee Chyi , Lee Ming‐Long
Published: April 2012

Purpose

The hedging effectiveness of real estate investment trust (REIT) futures as a critical issue in response to the global REIT market has been extremely volatile in recent years, however few studies have been placed on this area. This study aims to fill in this gap and examine the hedging effectiveness of Australian and Japanese REIT futures over 2002‐2010.

Design/methodology/approach

The analysis of this study involves two stages. The first stage is to estimate optimal hedge ratios. A variety of hedging methods is employed, including a traditional hedge, an ordinary least squares (OLS) model and a bivariate GARCH model. Thereafter, the hedging effectiveness of these strategies is assessed individually.

Findings

The empirical results show REIT futures are effective hedging instruments in which a risk reduction of 37 per cent‐78 per cent (34 per cent‐52 per cent) for Australian (Japanese) REITs is evident. Importantly, the results also reveal that REIT futures outperform other hedging instruments in which a weaker risk reduction is found by stock, interest rate and foreign currency futures contracts. Moreover, the hedging effectiveness of REIT futures is dynamic and varies over time.

Practical implications

The findings enable more informed and practical investment decision‐making regarding the role of REIT futures in risk management.

Originality/value

This paper, as far as the authors are aware, is the first study to offer empirical evidence of the risk‐reduction effectiveness of REIT futures. The hedging effectiveness of REIT futures is also compared to other hedging instruments for the first time.