bluuebunny/crossref_metadata_2025 huggingface dataset:
Case study: information technology at Jackson Hewitt Tax Service
Authors: Grunberg Daniel B.
Published: July 2002

We explore the implementation and development of information technology at Jackson Hewitt Tax Service, the second largest tax service in the nation. We discuss the problems the company faced over the period 1990‐1993, including a period of high growth and critical dependence on technology to operate its business. A number of systems had to be implemented to solve these problems and allow the company to continue its rapid growth without collapsing due to lack of technology infrastructure. The tight seasonal schedule the company was forced to operate within contributed to the difficulty of development, testing and operations.
A note on applying retail location models in franchise systems: a view from the trenches
Authors: Schneider Kenneth C. , Johnson James C. , Sleeper Bradley J. , Rodgers William C.
Published: July 2002

Asserts that the domestic fast food industry is undergoing a transition from growth to maturity. As a result, companies are fending off a flattening sales curve by looking abroad, searching out new target markets, crowding the market with more units. One form of assistance involves the development of mathematical models capable of determining “best” new locations. Using results from a recent survey of franchise owners in the fast food industry, reactions to methods by which franchisees are compensated for encroachment by the franchisor in the context of mathematical location modelling are discussed. In general, franchisees expressed displeasure with the manner by which location models are applied to franchise systems to date.
Using mini‐concepts to identify opportunities for really new product functions
Authors: Durgee Jeffrey F. , Colarelli O’Connor Gina , Veryzer Robert W.
Published: July 2002

Develops and refines a new way to generate and identify opportunities for really new product functions. Considers that the role played by marketing research in really new products is limited. Traditional marketing research methods here are largely confined to asking people about problems with current products, watching them use these products and asking them to use new prototypes in extended use tests. Describes a new method for identifying new consumer or industrial product functions. Target consumers for a given category are exposed to 300 mini‐concepts. Concepts consist of verb‐object combinations describing possible new functions in that category. Concludes that once key needs or opportunities are identified for a given category, the next step is to determine which current or new technologies are required to address these needs.
Motivations for franchisors to use flat continuing franchise fees
Authors: Frazer Lorelle
Published: July 2002

This paper compares the use of flat continuing franchise fees or royalties with percentage‐based continuing franchise fees in Australian franchises. The population of Australian franchisors is surveyed to investigate why some franchisors choose a flat continuing fee structure. It is found that franchises using flat continuing fees offer their franchisees similar types of ongoing support throughout the life of the franchise agreement, but provide less ongoing support than franchises characterised by percentage fees. The flat fee franchises also conduct less monitoring of their franchisees, grow at a faster rate, and are less costly to enter than percentage fee franchises. The results suggest that whereas percentage fee franchisors can improve their ongoing income by helping franchisees to increase their sales, the flat fee franchisors are motivated to improve their ongoing income by increasing the size of their systems.
Consumer misbehavior: why people buy illicit goods
Authors: Albers‐Miller Nancy D.
Published: July 2002

Trade in contraband amounts to billions of dollars each year, and yet the buyers of these products are still a mystery. The purpose of this study was to model the decision to purchase illicit goods, using four predictor measures: product type, buying situation, perceived criminal risk, and price. Part‐worth conjoint analysis was used to obtain individual weights of main effects and selected interaction effects on the willingness to purchase. Individual respondents evaluated the purchase of illicit goods differently. Cluster analysis was used to segment the respondents. Discriminant analysis was used to assess variable importance. The overall model was shown to be significant. Although the results varied by cluster, the main effects of product type, buying situation and price were all significant predictors of willingness to buy. The interactions of risk with product type and price with product type were also significant predictors for some clusters.
Targeting children online: Internet advertising ethics issues
Authors: Jill Austin M. , Lynn Reed Mary
Published: July 2002

Provides a set of guidelines that will assist Internet marketers in maintaining ethical marketing practices. Information about regulation of Internet marketing to children based on Federal Trade Commission regulations and guidelines developed by the Direct Marketing Association, Center for Media Education, and Council of Better Business Bureaux are also explained. Review of some of the Internet sites commonly visited by children provides additional guidelines for Internet marketers. Some of the issues discussed include: the use of kids’ clubs to sell products, appropriateness of content and terminology on the Web pages, information gathering/information sharing practices, and marketing practices.
Dynamic delivery of information via the World Wide Web
Authors: Ervin Justin R.
Published: July 2002

Among the most ballyhooed interactive uses of the Web, database access has, until recently, been a cross‐platform, multi‐language, multi‐interface endeavor not suited to the faint‐of‐heart. Fortunately, Microsoft’s ever‐increasing domination of the software industry has led to the consolidation of many tools in one application. Beginning with Internet Information Server 2 (IIS 2), Microsoft brought together in one service all the tools necessary to deliver an existing database over the Web. This paper will present a case study of converting a Web resource (News and Newspapers Online, a comprehensive directory of online newspapers from around the world that offer free access to current, full‐text content) from static HTML files to a database (using MS Access 97), mounting the database on a Web server (using IIS 4), building the user interface (using HTML), and dynamically delivering the requested information (using Active Server Pages and Active Data Objects).
Designing secure library networks
Authors: Breeding Marshall
Published: July 2002

Focuses on designing a library network to maximize security. Considers various options including separation of staff servers from public servers, subdividing the network using a router, multiple hubs and public access ethernet ports, ethernet switches, ATM environments and firewalls. Evaluates the security of each against the impact on functionality.
Building support for a humanities electronic text center: the experience at Indiana University
Authors: Willett Perry
Published: July 2002

The Library Electronic Text Resource Service (LETRS) at Indiana University began in 1992. LETRS combines a facility with an online service. Staff have tried many different ways to raise awareness of an build support for both parts of LETRS, with varying degrees of success. The most successful publicity efforts were based on an understanding of how humanists conduct research.
Seven years of tracking electronic publishing: the ARL Directory of Electronic Journals, Newsletters and Academic Discussion Lists
Authors: Mogge Dru
Published: July 2002

The ARL Directory of Electronic Journals, Newsletters, and Academic Discussion Lists covers an important period in the development of Internet publishing. Since 1991, each of the seven annual editions of the ARL Directory has offered a snapshot of the state of Internet publishing at that time. ARL researchers examine the characteristics of an e‐journal as they search for and profile new titles. Trends in format, distribution, and content are explored by reviewing the kinds of e‐serials that make up each edition of the ARL Directory.
Design issues in the development of an electronic reserve system
Authors: Thomas Stephen G.
Published: July 2002

Towards the end of 1993, the University of Adelaide Library began looking at the implementation of an electronic reserve system. At that time, a number of other libraries in Australia and overseas were looking at similar projects. Our first useable electronic reserve system was built in early 1995, using scanned exam papers in TIFF format. Later we tried a different approach. We sought original machine‐readable copies of exam papers from the departments (i.e. in word‐processor formats), and converted them into PDF using Acrobat Pro. A further change in procedures has come about in 1998, due to improvements in Microsoft Office that allowed easy conversion of Word documents to HTML. Some lessons we learned were: a variety of methods are available for the creation of content; do not underestimate the level of effort required; and the need for commitment from all parties involved is of prime importance.
Online catalogue research and the verbal protocol method
Authors: Morrison Heather G.
Published: July 2002

The verbal protocol method is used extensively in computer usability studies. This study was designed to test the feasibility of using the verbal protocol method as a means of conducting field research on the online catalogue. Ten undergraduate students conducted their own research on DRA’s Infogate. As they searched, they talked aloud about what keys they were pressing, what was happening on the screen, and their reactions. Transcripts of sessions were analyzed. A total of 65 different problems or comments were noted during search sessions, with 11 problems or comments noted in three or more sessions. This supports the hypothesis that the verbal protocol method is a valuable means of identifying common problems for users. It is suggested that the verbal protocol method offers great potential as a research tool in librarianship, for example in the area of interface design.
Issues for Australian libraries: an introduction
Authors: Steele Colin
Published: July 2002

Australia is the size of the continental USA but with only 19 million inhabitants. Although it has benefited greatly from Internet connections, Australia’s declining dollar in recent years, and the double digit publishing inflation, have replaced the “tyranny of distance” with the “tyranny of purchase”. Libraries have had to cooperate to gain efficiencies in the system. Australia lacks resource co‐ordination at a national level, but several important initiatives are under way.
Beyond cooperation in Australia
Authors: O’Connor Steve
Published: July 2002

The library profession in Australia is not large but is dispersed across an ancient continent as large as mainland USA. In this situation management styles have developed which enable the libraries to provide the most effective service to their clientele. This article describes the styles applicable to the academic arena and particularly in the era for the digital access and delivery of information.
Customer‐perceived value in industrial contexts
Authors: Lapierre Jozée
Published: July 2002

Although customer‐perceived value is discussed widely in the literature, few empirical studies have been conducted due to an absence of operational measures. Reports on the development of measures and tests two customer‐perceived value structures using data collected from industrial customers of the information technology industry. The findings generally support both structures and provide empirical support for a value proposition with 13 value drivers. Furthermore, results indicate that most of the 13 drivers are assessed in a similar way by industrial customers of three service sectors surveyed, ICE (information, communication, entertainment), distribution and finance. Flexibility and responsiveness – two service‐related benefits – are important value drivers for all the business customers surveyed. Relationship value drivers are assessed the most differently in two of the three sectors studied, finance and ICE (information, communication, entertainment).
Taking a position in an industrial service network: the case of distance learning in Malaysia
Authors: Low Brian , Wilkinson Ian
Published: July 2002

Existing business marketing theory often overstates the importance of competitive positioning when undertaking market entry strategy, although most theory acknowledge the need to develop strategies based on an analysis of the market structure. Indeed, as business marketers offering distance learning, universities are quick to embrace competitive positioning based on an analysis of the market structure. The same level of enthusiasm, however, has not been shown on network positioning based on an analysis of the network structure. Understanding and applying network positioning could confer a different but equally important perspective impacting on the market entry strategies of a university. This article attempts to fill these gaps and demonstrate its application in the context of Australian universities planning to enter the Malaysian distance learning education market, with local colleges acting as intermediaries.
An international case study of cultural diversity and the role of stakeholders in the establishment of a European/Indonesian joint venture in the aerospace industry
Authors: Perks Helen , Sanderson Michael
Published: July 2002

Investigates the planning, negotiation and setting up of a joint venture company (JVC) in Indonesia between a British multinational corporation, an Indonesian state‐owned company and an Indonesian private company. It explores the influence of cultural diversity on this process, the role of stakeholders and the management of their interest and power. The paper is organised around an analytical framework for such considerations and proposes a phased approach to the critical preparatory stage of joint‐venture based collaboration in SE Asia.
Measuring network competence: some international evidence
Authors: Ritter Thomas , Wilkinson Ian F. , Johnston Wesley J.
Published: July 2002

Argues that the ability of a firm to develop and manage relations with key suppliers, customers and other organizations and to deal effectively with the interactions among these relations is a core competence of a firm – one that has a direct bearing on a firm’s competitive strength and performance. This is referred to as a firm’s network competence. In the first part of the paper work in Germany that has led to the development and calibration of a scale to measure a firm’s network competencies is described. In the second part the results of preliminary studies designed to develop and test the validity of the scale in an English‐speaking context are reported. The results show that the measurement of network competence is valid and that the same relations between network competence and performance measures found in the German research hold. It is further shown that the measure of network competence is empirically and conceptually distinct to that of the market orientation scale.
Simulating buying center decision processes: propositions and methodology
Authors: McNally Regina
Published: July 2002

Organizational purchasing decisions can be thought of as rule‐discovery tasks in which members of the buying center develop proposals regarding the best choice of products and vendors. The uncertainty associated with buying center decisions causes the group to search for generalizations that describe the distinguishing characteristics of successful suppliers. Such generalizations identify the “rules” used to categorize future vendors; discovery of the best rules is key to accurate classification. Acknowledging the process of searching for patterns not only focuses attention on the information members use to derive patterns, but also provides a mechanism for investigating how members influence each other’s assessment of the patterns. Research into rule‐discovery tasks has the potential to enable monitoring of simulated organizational purchasing decision processes in the controlled environment of an experiment. The purpose of this paper is to suggest a set of propositions and a methodology for examining rule discovery task behavior in buying centers.
Partnering with Customers
Authors: Dunn Dan T. , Thomas Claude A.
Published: July 2002

Partnering with customers is a powerful new business approach, but
an implementation framework is required. Discusses how six corporations
collaborated in an exercise to develop partnership guidelines.
Illustrates the framework in fields ranging from high tech to consumer
products.
The Future of Original Equipment Manufacturers
Authors: Herbig Paul A. , O′Hara Bradley S.
Published: July 2002

Examines the traditional adversarial relationship between original
equipment manufacturers and their larger corporate customers and
compares it with the new partnership arrangement which is now overtaking
much of manufacturing industry. Describes the advantages and
disadvantages of these long‐term, trust‐based relationships and suggests
ways to make them work successfully. Shows how partnerships are critical
to the success of just‐in‐time purchasing on which competitive ability
so often depends. Concludes that partnerships will continue to increase
in number and that OEMs will certainly reap the benefits of what is
necessarily an open, shared approach to business.
A comparison of pharmaceutical promotional tactics between Hong
Kong and China
Authors: Liu Sandra S.
Published: July 2002

The pharmaceutical industry applies the marketing dichotomy of
industrial/consumer goods in formulating its marketing strategies. Hong
Kong has both prescription and dispensing markets, whereas China is
mostly a prescription market with regard to Western medicine. Although
the patient is generally the ultimate user in both cases, medical
practitioners in each of these countries have a rather unique and often
multiple role in the purchasing process of pharmaceutical products.
Examines the relative importance of various factors which influence the
prescribing decisions of medical practitioners in Hong Kong and China.
Findings indicate a similar perception about the extent of influence for
interpersonal/organizational factors but different perceptions regarding
marketing/promotional tools among medical practitioners in different
types of practice/market segment.
Evolution and evaluation of export advertising in China
Authors: Deng Shengliang , Zhao Jing
Published: July 2002

As China′s economic reform continues, foreign trade with China has
expanded rapidly in the past several years. During this period, export
advertising has played an increasingly important role in promoting the
export of Chinese products and services. Since export advertising as a
marketing tool in China′s foreign trade is still in its formative stage,
evaluates its past development and examines its prospects in the future.
Argues that, although Chinese export advertising has developed rapidly
in the past decade, foreign participation in China′s advertising is very
limited. However, the tremendous market potential in China means that
Western businesses need to be part of China′s economic long march. To
this end, pinpoints for Western businesses some managerial implications
arising from the discussion of China′s export advertising.
Supplier involvement and dealer satisfaction: implications for
enhancing channel relationships
Authors: Gassenheimer Jule B. , Calantone Roger J. , Scully Joseph I.
Published: July 2002

Suppliers use a variety of strategies to gain a preferred position
within their dealers′ supply network. Dealers allocate purchases among
several suppliers in order to maximize benefits from their suppliers′
competitive maneuvers and to avoid being dominated. Uses an extension of
transaction cost analysis and contract law to provide empirical insight
into supplier‐dealer relationships within dealers′ supply networks. Also
suggests simple but powerful mechanisms for suppliers to enhance
relationship strength.
A comparison of the sales management training practices of smaller and larger organizations
Authors: Shepherd C. David
Published: July 2002

Recognizing the importance of the sales manager to the success of the organization, researchers are beginning to focus attention on the sales manager. Presents the results of an exploratory study designed to isolate differences in the training of sales managers in smaller and larger organizations. Specifically addresses training approaches, leaders, methods, environments, and content. Provides a discussion of the findings with managerial implications and future research direction.
New product development: using the salesforce to identify opportunities
Authors: Gordon Geoffrey L. , Schoenbachler Denise D. , Kaminski Peter F. , Brouchous Kimberly A.
Published: July 2002

The development process for new products is critically dependent on customer‐generated new product ideas. Although several conduits exist for identifying and communicating these ideas, by far the most productive one is the organization’s salesforce. While the integral role of salespeople as the linkage between buyers and sellers is generally acknowledged by many researchers, little empirical evidence exists which explores this role. This paper explores the role of the salesforce as an information source in the opportunity identification phase of the new product development process. It presents results of an empirical study of 223 sales managers concerning actual use and effectiveness of the salesforce as a source of new product ideas and proposes specific recommendations concerning improved utilization of the salesforce as a source of new product ideas generated from customers.
The future of sales training: making choices among six distance education methods
Authors: Erffmeyer Robert C. , Johnson Dale A.
Published: July 2002

Previous research has revealed that sales trainers have been reluctant to incorporate distance education training methods into their programs. This study investigated the effectiveness of six different teaching methods in delivering one sales training course to a national salesforce from one organization. Training methods ranged from no‐tech to high‐tec and included: an on‐site instructor, a written manual, a manual plus videotape, video‐conferencing, audio‐graphics and an interactive multi‐media computer‐based training program. Pre‐ and post‐training evaluations of course content indicated significant improvements. Media were evaluated in terms of training required, number of participants to be trained and other technical considerations. Measures of course content revealed no significant differences in terms of delivery methods. Strengths, weaknesses and situations for optimal utilization of media and delivery method were identified. Findings should assist sales training managers in making more informed choices among distance education delivery options.
Technological substitution in mobile communications
Authors: Johnson William C. , Bhatia Keith
Published: July 2002

Asserts that innovation, which plays a key role in product and process improvement in many companies, is the very lifeblood of high technology firms. Considers that because technological change is a function of the economic growth model then technological substitution must be a sub‐function of this model. The ability to forecast technological substitution in the long‐term macro view enables strategic planners to develop trends for their specific technological application. Begins with a brief statement of the problem, followed by a discussion of the theoretical framework, review of related literature, methodology, findings, discussion of findings and their implications and, finally, recommendations to practitioners.
Buying center research and business marketing practice: meeting the challenge of dynamic marketing
Authors: Ghingold Morry , Wilson David T.
Published: July 2002

The make‐up, structure, functioning and outputs of multi‐person buying decision‐making units, commonly referred to as “buying centers,” have received substantial attention in the business marketing literature. Although most business buying decisions are non‐static in nature, theorists and researchers have been hard pressed to effectively capture the dynamic nature of business buyers’ decision‐making processes. This paper presents a synthesis of recent buying center research and reports the findings of a study which attempted to capture “process effects” in buying center structure during the buying process. Study findings affirm the widely held belief that buying centers change over time and provide interesting insights regarding how these decision‐making units change in structure and make‐up over time. The resulting implications and caveats of these findings for business marketers are discussed.
Don’t all firms have relationships?
Authors: Blois Keith
Published: July 2002

The need for suppliers to carefully determine the form of customer relationship which is appropriate for their business is discussed. The experiences of two firms are considered, one of which is successful because it does not develop close relationships with its customers or its suppliers. The other each year applies a sophisticated classification scheme to determine what type of relationship will be most profitable. It makes this assessment on the basis of its understanding of each customer’s needs and of the resources it has available to manage whatever types of relationship it considers appropriate.
Customer service in business‐to‐business markets: an agenda for research
Authors: Parasuraman A.
Published: July 2002

Drawing on insights from the extant service‐quality literature (which is dominated by an end‐consumer focus), this paper examines customer service in business‐to‐business markets. It first presents a typology of seller‐customer links and discusses the domain of customer service in business‐to‐business contexts. It then develops a research agenda by identifying a variety of issues pertaining to the scope, measurement, and potential impact of customer service in such contexts. It is hoped that this agenda will stimulate further discussion on the role of customer service in business and industrial marketing, and motivate much‐needed research on this topic.
Exploring internal customer service quality
Authors: Marshall Greg W. , Baker Julie , Finn David W.
Published: July 2002

An often overlooked aspect of service delivery in business‐to‐business settings is the issue of service quality among internal organizational units. Yet, in practice many organizational departments are service providers primarily to customers within the organization. For example, management information systems, human resources, and purchasing departments all share an important function supporting other employees as they perform their jobs. Managers of those internal service functions are becoming more concerned with delivering high levels of service quality to their internal customers. This article explores the dimensionality of customer service quality as perceived by a set of internal customers of an organizational buying unit, and examines the potential for segmentation of internal customers. Managerial implications and recommendations are presented to aid organizations desiring to improve internal service quality.
Differential pricing of industrial services: the case of inventory financing
Authors: Holdren Don P. , Hollingshead Craig A.
Published: July 2002

Integrates inventory control issues with corporate financial management and commercial lending practices. The first part of the paper considers inventory management techniques used by inventory holding businesses, then explains how inventory segmentation techniques may be used by financial credit managers. Suggests ways inventory management influences the cost of working capital to businesses. Commercial loan officers can use this information to adopt a market‐based lending strategy that segments inventory and closely matches inventory loan risks and return.
Relationship marketing in Japan: the buyer‐supplier relationships of four automakers
Authors: Kim Jai‐Beom , Michell Paul
Published: July 2002

Examines the individual buyer‐supplier relationships of the four major Japanese automobile manufacturers. Building on the relationship marketing and the interorganizational trust literature, relates their supplier management practices to the type of supplier organizations they use, the relative sales revenues, number of employees, and profitability of both buyers and suppliers, and the level of equity held by automakers in their suppliers. Major finding reveals that the major Japanese automakers have far more diversity than commonality in their supplier policies, and suggests that a comparison of major Japanese companies individually, not collectively, is a rich area of research into buyer‐supplier relationships.
Key account management in the business‐to‐business field: a French overview
Authors: Pardo Catherine
Published: July 2002

Aims to analyze the process of key account management in the industrial sector by highlighting the most recurrent problems that arise linked to this process. The research is based on a period of six years, during which several major industrial groups in France either set up or developed their key account management programs. It represents both a theoretical positioning according to the process of key account management, and the discovery made early on of an emerging picture of this process and the absence of any real understanding of it. Proposes two terms that best sum up key account management research: co‐ordination and transversality.
Patient perceptions of service quality: combining the dimensions
Authors: Carman James M.
Published: July 2002

Empirically investigates, using a conjoint methodology, the importance weights given the attributes of quality for acute care hospital services. The study shows consumers evaluated the technical dimensions of nursing care, physician care, and outcome as more important than the accommodation functions of hospital care, and there are significant interactions among the technical dimensions. Both sets of dimensions were important and significant, but technical quality evaluations were not influenced by the perceived quality level of the affective attributes. The relative importance of these attributes were quite stable among various subgroups of past patients.
Patient satisfaction: a matter of choice
Authors: Amyx Douglas , Mowen John C. , Hamm Robert
Published: July 2002

An experiment was conducted to examine the relationship between patient satisfaction and patients’ freedom to choose a physician and the outcome of a health service encounter. Each construct with corresponding measurements is discussed and their relationship with satisfaction is reviewed. Hypotheses were developed and tested for each relationship using pencil and paper scenarios of a patient’s service encounter at a health clinic. The study yielded four major findings. First, patients who experienced a good health outcome were significantly more satisfied than patients who received a bad health outcome. Second, patient satisfaction ratings differed significantly only in the bad outcome condition, suggesting an outcome bias. Third, patients who were given the freedom to select a physician but did not receive their chosen physician were least satisfied. Fourth, there was no difference in satisfaction between patients who had a choice of physician and those who did not.
Transaction‐specific satisfaction and overall satisfaction: an empirical analysis
Authors: Jones Michael A. , Suh Jaebeom
Published: July 2002

The distinction between transaction‐specific satisfaction and overall satisfaction has received little empirical attention in the satisfaction and services literature. Furthermore, a review of the extant literature provides mixed conceptual evidence concerning the relationships among transaction‐specific satisfaction, overall satisfaction, and repurchase intentions. This study empirically investigates transaction‐specific satisfaction, overall satisfaction and repurchase intentions, and finds that the two types of satisfaction can be distinguished from one another. Furthermore, the findings from this study suggest that overall satisfaction has a direct influence on repurchase intentions as well as a moderating influence on the transaction‐specific satisfaction/repurchase intentions relationship. When overall satisfaction is high, transaction‐specific satisfaction has little impact on repurchase intentions, but when overall satisfaction is low, transaction‐specific satisfaction has a positive influence on repurchase intentions.
Skill and resource based competitive methods: impact on firm performance
Authors: Powers Thomas L. , Hahn William
Published: July 2002

This paper reports research on the number of competitive methods used by firms and their impact on firm performance. The research was based on a survey of banks in the New England Federal Reserve district. It was found that an increased number of competitive methods resulted in a higher level of firm performance. It was also found that there is an optimal range of competitive methods that positively impact on performance. Firms that emphasized between 16 and 20 competitive methods realized higher performance than firms below or above this optimum level. The results of this study have important theoretical, marketing, and managerial implications that are presented and discussed.
Practical Applications of Music in Service Settings
Authors: Duncan Herrington J. , Capella Louis M.
Published: July 2002

Discusses many of the empirical studies relating to the effects of
background music on a wide range of consumer behaviours and outlines the
relevant features and limitations of these studies. Suggests that, while
research has identified relationships between specific behaviours and
specific musical characteristics (e.g. tempo, volume, mode), retailers
should practice caution when attempting to manipulate specific aspects
of their background music. A safer and potentially more effective
strategy would be to select background music that reflects the musical
preferences of targeted consumer segments. Presents useful information
regarding selection of appropriate background music.
The effects of customer service on consumer complaining behavior
Authors: Blodgett Jeffrey G. , Wakefield Kirk L. , Barnes James H.
Published: July 2002

Presents a dynamic model of the consumer complaining behavior
process. Is unique in that it distinguishes between negative
word‐of‐mouth that occurs prior to seeking redress (or in lieu of
seeking redress) and negative word‐of‐mouth that occurs after seeking
redress. Another unique aspect of this study is that it specifically
recognizes positive word‐of‐mouth as a possible post‐complaint response.
The results indicate that the major factor that determines why some
dissatisfied consumers seek redress and give the seller a chance to
remedy the problem, while others exit and engage in negative
word‐of‐mouth behavior, is the perceived likelihood of success. Results
also show that, once a dissatisfied customer seeks redress, that person
expects to receive a fair settlement but, more importantly, to be
treated with courtesy and respect. Based on these results, discusses the
pervasive effects of customer service on consumer complaining behavior,
and offers managerial recommendations.
Service loyalty: implications for service providers
Authors: Raj G. Javalgi Rajshekhar , Moberg Christopher R.
Published: July 2002

Service industries have been, and will continue to be, largely responsible for much of the domestic and international economic growth in the USA. Service loyalty, which can be obtained by building relationships and providing excellent customer service, is often the key factor that builds competitive advantage for service providers. The main goal article is to provide a conceptual framework for service loyalty, but one that is not based on empirical support. Contends that this framework can assist service providers in determining the type of loyalty conditions that are likely to exist for specific service industries. Offers in addition some guidelines with which to devise appropriate marketing strategies for each service loyalty condition.
Service quality in the Australian advertising industry: a methodological study
Authors: Quester Pascale , Romaniuk Simon
Published: July 2002

The issue of measuring service quality has been widely debated in the literature. Two main scales have been developed and criticized in the last few years: SERVQUAL and SERVPERF. Attempts to identify which one of these scales would be best suited for the purpose of Australian advertising agencies. SERVPERF was found to be the best overall predictor of service quality. Discusses the study’s limitations and makes suggestions for further research in the concluding section.
Exploring market orientation in banks: an empirical examination in Saudi Arabia
Authors: Bhuian Shahid N.
Published: July 2002

Examines market orientation and its relationship with return on asset (ROA), return on equity (ROE), and sales‐per‐employee within a novel context, banks in Saudi Arabia. Toward this end, a sample of 92 bank managers was investigated. Findings indicate that banks in Saudi Arabia are marginally market‐oriented and that market orientation is unrelated to ROA, ROE, and sales‐per‐employee. Further, results imply that executives of firms, in general, should weigh the external environment in which the firm operates before adopting a market‐oriented philosophy because market orientation may not be a preferred orientation under all circumstances.
Services quality and satisfaction:
Authors: Swan John E. , Bowers Michael R.
Published: July 2002

Contemporary research on service quality and satisfaction has limitations. First, current satisfaction models treat the consumer as an isolated individual, not considering the social context of the service provision. Second, while satisfaction and quality are thought to be process outcomes, the dominant survey research approaches are not well suited to learning about processes. Finally, popular paradigms assume consumers’ determination of service quality and satisfaction is based solely on a set of attributes. Symbolic interaction and ethnographic methods expand the theoretical basis of service quality/satisfaction research beyond an individually centered psychological view to consider social influences and processes, thereby providing a deeper understanding of how consumers experience quality and satisfaction. The knowledge gained from this approach is easily accessible to service managers and may serve to improve employee recruiting, training and evaluation. Examples of employing symbolic interaction and ethnographic methods are provided. Actions to improve the management of service providers are listed
Benchmarking quality goals in service systems
Authors: Chen Wen‐Hsien
Published: July 2002

Services touch the lives of every person in every country every day. Today, intense global competition and increasing customer expectation have forced service firms to adopt various quality improvement approaches in retaining their competitive positions. Perhaps the most commonly used method for quality improvement is benchmarking. Although there exist a number of models for the implementation of benchmarking, a survey revealed that most companies still did not know how to benchmark. In this work, we address such a fundamental issue as the setting of quality goals in services systems in order to facilitate the application of universal models of benchmarking. We identified five elements of service operations, i.e., people, time, place, tangibles, and intangibles. We reviewed three methods for the identification of a firm’s quality problems. We proposed a matrix to deploy quality problems and presented key points in the selection of benchmarking partners.
The economic and job creation benefits of Ontario public libraries
Authors: Sawyer Rod
Published: July 2002

Describes economic benefits of Ontario public libraries. These benefits include services and information for businesses, lifelong learners and job seekers. Ontario public libraries create work including short‐term construction work and longer‐term information infrastructure work. Provides job multiplier models for library building capital and information infrastructure capital with examples. Ontario public libraries have a direct and indirect impact on the Ontario economy, measured in terms of gross domestic product (GDP). Suggests a framework to help public libraries promote their economic impact in a time of economic restraint and funding cutbacks. This framework includes an analysis of library jobs, direct and indirect library impact on the GDP, a promotion of public electronic access to information, generation of economic‐oriented patron anecdotes, economic impact surveys and development of an entrepreneurial spirit in public libraries.
Intellectual capital and how to leverage it
Authors: Koenig Michael E.D.
Published: July 2002

Discusses the current business enthusiasm for intellectual capital and knowledge management and how the librarian should, in principle, take center stage in the intellectual capital and knowledge management process. Proposes a general prescriptive for the process and the librarian′s potential role therein. Specifically, recommends initiating this process with an annual report of the “state of the union” of intellectual capital, from a “value added to the learning organization” viewpoint. Identifies specific items that could be treated in such a report and concludes with an annotated bibliography of key articles in both the business and library literature.
Educational leadership for twenty‐first century Malta: breaking the bonds of dependency
Authors: Bezzina Christopher
Published: July 2002

Educational leadership in Malta is currently undergoing a radical transformation at both systems and school level. The Maltese education authorities are delegating a number of responsibilities to the school site. Argues that whilst creating the self‐managing school is the way forward to improve the quality of education there is doubt as to what leadership model, if any, central authorities are trying to institutionalise at both systems and school level. It is argued that central authorities need to project a clear vision which will help schools establish a professional culture which offers choice, opportunity, authority and responsibility. Whilst the changes that await us call for both adaptive and technical challenges, a claim is made for a focus on the human side of management. Highlights the importance of principle‐centred leadership, a leadership which finds its source in the intellect, heart, mind and souls of individuals and one which is sustained through meaningful relationships. Leaders need to be given opportunities to develop as persons with special focus on areas such as learning, values, creativity and collegiality.
Industry‐university “consulternships”: an implementation guide
Authors: Neumann Bruce R. , Banghart Sally
Published: July 2002

Describes an innovative approach to building and utilizing industry‐university partnerships which we titled “consulternships”. Consulternships reflect a blend of professional consulting engagements, student internships and faculty externships. These consulternships typically last longer than a single academic term, they are financially supported by a firm or organization, and they reflect intensive project management involvement by the firm’s staff, a student team and university faculty members. This article describes the need for consulternships, their advantages and disadvantages and how to establish them. It also describes a specific case study at the University of Colorado at Denver as a model for such consulternships.
Economic considerations in education policy making: a simplified framework
Authors: Cheong Cheng Yin , Hung Ng Kwok , Mo Ching Mok Magdalena
Published: July 2002

Attempts to propose a simplified framework from an economic perspective for analyzing education policy. The framework takes into account the demand for and supply of education, the education system structure, the economic effects and consequences, and their interrelations. Maps out some key economic areas, issues and concerns in analysis and discussions of education policy. The framework will serve to facilitate economic considerations and analyses in current education policy debate in different parts of the world.
Evaluation in policy implementation
Authors: Sandberg Nina , Stensaker Bjørn , Olaf Aamodt Per
Published: July 2002

As a consequence of changes in the steering of the public sector in Norway during the 1990s, evaluation has, as in other European countries, become a standard element in the governing of the sector. However, evaluation procedures also seem to be an important instrument in the implementation of public sector reforms in this country. Provides an “inside” report on how evaluation may function in this respect. By analysing the role evaluation played in the implementation of an educational reform in Norway, discusses to what extent this way of organising implementation processes represent a change in public sector steering.
Internet technologies: supporting transparency in the public sector
Authors: McIvor Ronan , McHugh Marie , Cadden Christine
Published: July 2002

The objective of this paper is to show how Internet technologies have the potential to facilitate the achievement of transparency within public sector organisations. This change will also have a major impact on the way in which public sector organisations interact with their environment and in particular with users of their products and services. The connectivity that automatically results from Internet technologies can exert a very powerful influence in encouraging a free flow of ideas around the organisation, permitting individuals and organisational units to converge and inter‐connect. It is shown how the “open” systems nature of Internet technologies can facilitate greater co‐operation and communication across organisation units both internally and externally. There are significant benefits to be accrued from employing Internet technologies at the interfaces between the public sector organisation and other agencies and suppliers. At the citizen interface, it is shown how a number of public sector organisations have adopted Internet technologies, which in turn has allowed them to be more responsive to the needs of citizens. In the future, the expectations of the individual will continue to rise with increasing demands for online accessibility to organisations. Although there are considerable barriers to the full implementation of Internet technologies, the connectivity of the Internet presents public sector organisations with an immense opportunity to enhance the way in which they fulfil the needs of users of their products and services. Public sector organisations that do not embrace the technology will continue to have major problems achieving efficiencies and delivering the value demanded by citizens, particularly in the light of shrinking public sector budgets.
Reform of the national budget process in Sweden
Authors: Wilks Stuart
Published: July 2002

Sets out the recent history of budget reform in Sweden and offers a
brief assessment of the progress made to date. It is now ten years since
the Swedish Government began its initial trials of a three‐year budget
cycle intended to provide for a longer‐term perspective in the financing
of the public sector. Since 1989, the use of this three‐year cycle has
been extended to virtually all of Sweden′s 170‐plus administrative
agencies. Concludes that, while the attempt to respond quickly and
openly to perceived problems in the new budget cycle is commendable,
more entrenched political, constitutional and economic problems remain
the Achilles′ heel of attempts to implement a rational budget process.