bluuebunny/crossref_metadata_2025 huggingface dataset:
On‐site performance assessment of rendering façades for predictive maintenance
Authors: Flores‐Colen Inês , Manuel Caliço Lopes de Brito Jorge , Peixoto de Freitas Vasco
Published: May 2011

Purpose

The purpose of this paper is to present a methodology in order to improve inspections' diagnosis during façades' service life through in‐service criteria. On‐site performance assessment and deciding on the maintenance of renders can only be improved if quantitative parameters are pre‐established at the design stage and monitored under service conditions.

Design/methodology/approach

The methodology is based on a set of in‐service parameters inferred from visual observation and measurements and their methods of assessment (based on visual inspections, auxiliary techniques, in‐situ and laboratorial testing). These have been arrived at by inspecting the façade rendering on 44 buildings (cement‐based renders), of different ages and types of degradation.

Findings

This paper focuses on 23 proposed mechanical and physical‐chemical parameters that can complement the ones already established by standards or technical data, obtained in lab conditions, using standard specimens or small models. They are assessed by techniques that have been applied to renders or other façade elements such as concrete or timber structures. The reliability of this in‐service performance assessment is discussed together with its potential as an aid to deciding on predictive maintenance action after an inspection's diagnosis.

Originality/value

The originality of this approach stems from the fact that in‐service parameters derived from both laboratory and in‐situ measurements can improve understanding of the behaviour of façade rendering, which is an important step in planning and monitoring maintenance. Two aspects are emphasised: the behaviour of materials/systems is assessed in real conditions, and the subjectivity of in‐service diagnosis is reduced when more than one performance parameter is assessed.
Non‐destructive testing as a tool in reinforced concrete buildings refurbishments
Authors: Concu Giovanna , De Nicolo Barbara , Pani Luisa
Published: May 2011

Purpose

This paper aims to report a case study regarding the combined use of several non‐destructive techniques (NDTs) as a tool in the management of diagnosis and refurbishment of a damaged reinforced concrete building.

Design/methodology/approach

Four types of NDTs have been selected and carried out on the pillars of the building: visual inspection, electromagnetic rebar location, sonic test and rebound hammer test. The campaign has been planned and run in order to get the highest amount of reliable data about materials degradation and structural safety with limited costs and limited interference with the functionality of the building.

Findings

The diagnostic campaign highlighted the usefulness of the selected techniques in the diagnosis of the type and the amount of degradation, thus permitting a plan of refurbishments to be defined, and to get a realistic estimation of restoration costs.

Practical implications

NDTs' ability to specifically identify a type of damage may be viewed as a reliable tool in assessing and managing the structural life‐cycle cost.

Originality/value

The presented case study highlighted that NDTs are very likely to locate and quantify the damage of materials and buildings, so that they can be considered as one of the most important parts of health monitoring of civil structures and infrastructures.
World Heritage cities management
Authors: Pereira Roders Ana , van Oers Ron
Published: May 2011

Purpose

This article aims to introduce the special issue of the journal Facilities on “World Heritage cities management”, together with the respective articles.

Design/methodology/approach

This introduction addresses the topic of world Heritage cities management and its relevance to science and society. In so doing, it indirectly points to the emerging field of cultural heritage management within facilities management.

Findings

Even though the management of cultural heritage assets is nothing new for facilities managers, cultural heritage management as a field of research can be considered at a younger stage of development than other related studies, such as the discipline of architectural conservation, which originated in the nineteenth century with the advent of modernity. The application of management practices to immovable cultural heritage assets emerged as recently as the 1990s. At a time in which the role of culture and heritage in processes of sustainable development is gaining more ground, this special issue can be seen as the first of more contributions to come, which aim to enhance the conservation and management of cultural heritage assets for the benefit of present and future generations.

Originality/value

This paper aims to make a contribution to the growing field of cultural heritage management and is of use to facilities managers, scholars and consultants who have responsibilities but limited knowledge in this field.
Strategies, policies and tools for an integrated World Heritage management approach
Authors: Ripp Matthias , Eidenschink Uli , Milz Christina
Published: May 2011

Purpose

The purpose of this paper is to outline the strategies, policies and tools used in the World Heritage city “Old town of Regensburg/Germany with Stadtamhof” to face specific challenges. Even in a short period of time the city set up a management system which is working with an integrated approach to deal with all World Heritage issues.

Design/methodology/approach

Theoretical and practical UNESCO guidelines are the framework for each World Heritage property. On the local, regional and national level there are a multitude of parameters and stakeholders that must be integrated into the management of urban World Heritage properties to ensure that they are safeguarded.

Findings

This paper makes proposals on how to implement sustainable integrated World Heritage management, giving practical examples on how to include various stakeholders.

Practical limitations/implications

This paper is not a comparative case study using a variety of other World Heritage sites for comparison. The individual structures and different heritage values need specific and adapted solutions in each UNESCO World Heritage site. Nevertheless some of the tools, strategies and policies described can be transferred to other historic cities. Depending on size, number of inhabitants, intensity of tourism, as well as ownership, economical environment, governance, etc., the model has to be adapted to the specific local situation.

Originality/value

This paper presents a novel integrated World Heritage management approach for urban World Heritage sites, describing new tools and strategies to sustainably integrate cultural heritage in the urban development.
Twenty‐five years of transformations in the historic center of Havana
Authors: Fornet Gil Pablo
Published: May 2011

Purpose

The purpose of this paper is to describe the renovation of one of Havana's most architecturally significant areas – namely, the Plaza Vieja or Old Town Square, whose restoration was the focal point of an international campaign launched by UNESCO in 1982.

Design/methodology/approach

It will recount the details of the urban and social rehabilitation project that has taken place in the Old Town Square and the general way in which Havana's historic center has developed over the past 25 years.

Findings

The research will provide facts about those involved in the process, the management model which was implemented and valuable information regarding the neighborhood's housing and demographic evolution.

Originality/value

This paper has value to all those involved in the management process of the city of Havana, as well as, to other facilities managers dealing with similar processes worldwide.
The sustainability of management practices in the Old City of Salamanca
Authors: Pons Angela , Pereira Roders Ana R. , Turner Molly
Published: May 2011

Purpose

The purpose of this paper is to survey the sustainability of management practices followed by local authorities, and their impact on the preservation of World Heritage cities, taking the Old City of Salamanca as a case study.

Design/methodology/approach

After a brief introduction to the difficult role of World Heritage properties in the sustainable development of cities, the main concerns of their management practices are presented. The paper then surveys the Old City of Salamanca: before, during and after nomination, using the Auditorium project as an illustration of the threat of new development to the outstanding universal value and the difficulty in regulating it. Finally, the paper discusses the risks of inefficient management practices of such properties.

Findings

This survey revealed the inexistence of any management practices uniformly followed by local authorities for the preservation of the Old City of Salamanca. As a result, new urban developments risk destroying the property's outstanding universal value.

Practical limitations/implications

This paper discusses the evidence that can help local authorities of the Old City of Salamanca to understand the impact of poor management practices on their World Heritage property. This should also be informative and helpful to local authorities from other World Heritage sites which are dealing with similar situations.

Originality/value

This survey contributes to the expert area of sustainable development and urban heritage preservation that is demanding attention from both academia and practice.
Brand loyalty in emerging markets
Authors: Nguyen Tho D. , Barrett Nigel J. , Miller Kenneth E.
Published: May 2011

Purpose

This paper seeks to compare some key antecedents of brand loyalty between two emerging markets: Thailand and Vietnam.

Design/methodology/approach

Using a sample of 603 female consumers of international shampoo brands, including 304 consumers in Bangkok, Thailand and 299 users in Hanoi, Vietnam, a model was tested that incorporates key determinants of brand loyalty – perceived quality, brand awareness, advertising attitudes, and distribution intensity – by means of structural equation modeling.

Findings

The paper found that there are positive relationships between perceived quality and brand loyalty, between brand awareness and perceived quality, between advertising attitudes and brand awareness, and between distribution intensity and brand awareness in both markets. However, the relationship between brand awareness and brand loyalty was found only in the Vietnamese market, and the relationship between advertising attitudes and perceived quality was only found in the Thai market. Finally, no relationship between distribution intensity and perceived quality was found in either market.

Research limitations/implications

A major limitation of this study is the examination of only one concept that stands for strong brands, i.e. brand loyalty. Several other concepts, such as brand relationship quality and brand impressions, should be investigated in future research in order to compare and contrast with those found in advanced economies.

Practical implications

The results of this study suggest that managers of international brands in emerging markets should recognize the differences between markets in order to design effective loyalty programs for each market.

Originality/value

A major contribution of this study is to empirically compare the impacts of perceived quality, brand awareness, advertising attitudes, and store image on brand loyalty in two emerging markets: Thailand and Vietnam.
Sourcing or selling: the Value Flame at the Base of the Pyramid
Authors: Williams Robert L. , Omar Maktoba , Ensor John
Published: May 2011

Purpose

Much has been written concerning the value and validity of the bottom of the pyramid (BOP) model, as a strategy for multi‐national corporation (MNC) growth. The model presented in this paper adds to the discussion of strategic possibilities to tap the potential of emerging markets. This paper seeks to address these issues.

Design/methodology/approach

The paper first discusses trends in economic growth in emerging markets, global strategies, and the BOP market, then analyzes the blue ocean strategy (BOS) of value innovation.

Findings

The paper develops the Value Flame at the Base of the Pyramid (VFBOP) model by combining BOP and BOS strategies to potentially offer opportunities for MNC market entry as well as market supply, to drive revenues and expand global market share.

Research limitations/implications

As a concept, the model must be validated by empirical and case research to ascertain the shape and dynamics of the model. Future research can establish the parameters of the flame.

Originality/value

It is believed that the VFBOP model is the first to address some of the limitations of BOP strategy while profiting from the BOS model, in order to fully benefit from sourcing and selling to emerging markets.
Branding at the base of pyramid: a Zimbabwean perspective
Authors: Chikweche Tendai , Fletcher Richard
Published: May 2011

Purpose

The purpose of this paper is to examine base of pyramid (BOP) customer perceptions on the importance of branding as a purchase driver and to investigate firms' marketing programs used to manage brands at the BOP.

Design/methodology/approach

Qualitative data collection methods comprising in‐depth one‐to‐one consumer interviews, focus groups, ethnographic observations and case studies were used to conduct the research.

Findings

Key findings include the identification of importance of brands to BOP consumers, evolution of brand communities, and impact of social networks on the marketing programs used by firms to build brand equity.

Research limitations/implications

The sample used for consumer interviews is small and confining the focus to the food and personal hygiene sector may limit generalization of findings to a broader population.

Practical implications

The study provides managers with insights on the importance of brands in the purchase decision at BOP and on the different nature and focus of marketing programs which can be effective at the BOP, specifically the need to align programs to social networks.

Social implications

The study provides insights on how firms can improve livelihoods at the BOP by provision of employment and business opportunities through their brand equity building activities.

Originality/value

Research into the BOP is a relatively new area of study in international business. This expands knowledge in the area by employing empirical mixed research methods to study consumers and firms, since the two have a dyadic relationship – thereby providing new insights on branding at the BOP.
A brand for all the nations
Authors: Ryan Jason , Silvanto Sari
Published: May 2011

Purpose

This paper aims to explain the emergence of the World Heritage Site (WHS) designation as a de facto brand. Branding provides a framework for managing the image of a place and is an important component of destination marketing. The WHS “brand” is of importance to developing nations because it is available without cost. The study examines the evolution of the WHS program with a focus on emerging markets. It seeks to identify economic, political and other factor which dispose emerging countries to seek WHS designations.

Design/methodology/approach

This study is based on a multivariate analysis of data on 48 emerging countries in which their predisposition to seek WHS designations is predicted by indicators measuring: on‐going involvement with tourism, number of existing WHS sites, level of democratization, and the Human Development Index. The dataset is used to test four hypotheses.

Findings

The analysis identified two significant statistical relationships: first, the number of existing WHS is, as hypothesized, positively related to applications for additional sites and second, the countries standing on the Democracy Index is significantly related to applications, but negatively, not positively, as had been hypothesized.

Originality/value

The study applies multivariate analysis to a field dominated by case study methodologies and suggests the potential complementarities between the two approaches. It documents as well the development of the WHS program as a major factor and contributor to heritage tourism and highlights the growing prominence and value of the WHS brand.
The brand‐wagon: emerging art markets and the Venice Biennale
Authors: Rodner Victoria L. , Omar Maktoba , Thomson Elaine
Published: May 2011

Purpose

The purpose of this paper is to investigate whether and how participating in a branded Biennale (Venice) may legitimate and promote selected artists from the emerging markets of Venezuela and Thailand alongside art market leaders.

Design/methodology/approach

Research was conducted at the 53rd International Art Biennale in Venice, Italy, in June 2009. Underpinned by a constructivist approach, qualitative data were collected via participant observation, illustrative photography and semi‐structured interviews (average interview time 55 minutes) with curators and participating artists from two emerging markets: Venezuela and Thailand.

Findings

This research indicates that merely attending the Venice Biennale does not mean automatic branding for success: each artist's signature style must stand out within its cultural context for the branding effect to succeed. The conclusion compares and contrasts the effective relationship between identification and success for the two emerging economies within the world‐leader arts event in Venice.

Originality/value

This study contributes to the growing body of knowledge on arts management and events management, focusing on the until now unexplored area of contemporary arts marketing for the emerging economies of Venezuela and Thailand. The paper may aid emerging market art professionals in their strategy and planning to better benefit from the Venice Biennale's branding opportunity, as well as guiding scholarly research to a better understanding of the area.
IT readiness in small and medium‐sized enterprises
Authors: Haug Anders , Graungaard Pedersen Søren , Stentoft Arlbjørn Jan
Published: May 2011

Purpose

Several studies have documented that information technology (IT) projects often do not successfully meet defined objectives regarding time, budget, and functionality. There can be multiple causes for this, and an important factor in this context is the extent to which a company is ready for an IT project. To help understand this dynamic, this paper seeks to present a framework for analyzing “IT readiness” in small‐ and medium‐sized enterprises (SMEs).

Design/methodology/approach

Based on a literature review, the paper defines a framework for assessing and changing the IT readiness of a SME. The framework is illustrated and investigated by three case studies.

Findings

The case studies show that the framework of IT readiness in SMEs is useful for assessing company readiness and supporting the management of a project.

Research limitations/implications

The framework and case studies provide an improved understanding of how to evaluate the readiness of a SME for an IT project.

Practical implications

The framework for IT readiness provides a solid basis for SMEs who plan to engage in an IT project and help to increase the chances of success.

Originality/value

The framework presented in the paper constitutes an operational model for choosing IT projects and making SMEs ready to engage in IT projects.
A technology‐centric framework for investigating business operations
Authors: Cheng Liang‐Chieh (Victor) , Gibson Michael L. , Carrillo Edward E. , Fitch Grayson
Published: May 2011

Purpose

This paper seeks to explore the necessity to incorporate technology as a key component in studying business operations of industrial entities.

Design/methodology/approach

Reviews of key management theories that shaped organization‐centric and process‐centric views in industrial management research are conducted. The paper then identifies the limitations of these two schools of thinking and develops a technology‐centric framework that integrates technology, organization, and process in general. A series of case studies that apply the framework at multiple levels of observations are presented. The research concludes with theoretical and managerial implications.

Findings

This paper presents a “trinity” framework that includes three core constructs that can simultaneously develop into variants. Technology as a holistic concept must be taken into consideration when researchers or practitioners take a dynamic view to study business entities. A multi‐dimensional, technology‐centric framework acknowledges technology as the transformational resource and helps the practitioners and researchers to examine technology as potential facilitators for organizational operations.

Originality/value

A review of the cases found that technology, organizational structures, and business processes impact one another. Firms' actions are indicative that in today's technology‐intensive environment, organizational structures and business processes need to be developed or modified in coordination with technological development. In doing so, organizations will gain the potential to harvest benefits from technology‐organization‐process integration.
Perceived price fairness of dynamic pricing
Authors: Lee Simon , Illia Abdou , Lawson‐Body Assion
Published: May 2011

Purpose

This study aims to adopt illusion of control and lateral consumer relationship in order to investigate their effects on price fairness in online auction and group buying context. These two variables have been known to have strong influences in fairness perception on consumers' decision‐making processes and outcomes.

Design/methodology/approach

The authors draw their conceptual foundations from previous studies, supplement this from the electronic commerce literature, and test the model through laboratory experiments.

Findings

The study demonstrates that consumers' perception on illusion control in price determination and advantageous lateral consumer relationship significantly affect price fairness perception in both the online auction and group buying environments.

Research limitations/implications

The findings are expected to provide researchers with useful insights to conduct future studies on uncovering the nomological networks associated with price fairness perception.

Practical implications

The findings are expected to help managers develop better pricing strategies and design effective dynamic pricing mechanisms.

Originality/value

The paper provides the first integrated perspective on the human decision processes in the dynamic pricing environment in electronic markets.
A multiple perspectives approach to supplier selection
Authors: Ordoobadi Sharon M. , Wang Shouhong
Published: May 2011

Purpose

The purpose of this paper is to change the traditional supplier selection methods by shifting the emphasis from using a single model to using multiple models in the unstructured decision‐making context and to provide a tool for decision makers to make informed decisions of supplier selection in the multiple perspectives.

Design/methodology/approach

There are various supplier selection models available in the literature. However, using the result of a single model as a basis for making the final decision could lead to a biased decision given the fact that any model has its limitations. The qualities of the decision‐making process and the decision itself increase by applying a multiple perspectives approach rather than a single model. The multiple perspectives decision‐making allows collaboration and knowledge sharing among the participants which leads to a less‐biased decision. This study examines commonly applied supplier selection models, formulates general perspectives of these models, and proposes a framework of multiple perspectives decision making for supplier selection. It further provides a structure of supplier selection system based on the proposed approach. Through a prototype of web portal, the study demonstrates the usefulness of the proposed multiple perspective system approach in the decision context of collaboration and knowledge sharing.

Findings

The general finding from this study is that the multiple perspectives approach to supplier selection enables the decision makers to actively participate and fully understand the decision‐making process through knowledge sharing which in turn ensures high quality of the final decisions.

Practical implications

Supplier selection decision makers can make more informed decisions through collaboration among all decision‐making participants in the multiple perspectives. It informs supply chain managers of the potentially positive effect of knowledge sharing on the decision‐making process in supplier selection.

Originality/value

Multiple perspectives decision making provides a novel approach that emphasizes on the knowledge sharing and collaboration between the experts, who are familiar with the supplier relations, and the decision makers who are responsible for the final decisions.
Interlending and document supply: a review of the recent literature: 74
Authors: McGrath Mike
Published: May 2011

Purpose

The purpose of this paper is to provide a review of the literature concerning interlending and document supply and related matters.

Design/methodology/approach

The approach is based on the reading of over 150 journals as well as monographs, reports and websites.

Findings

Resistance to the Big Deals for journals is still growing – in particular because of the current budget cuts that are hitting libraries badly. A number of articles from around the world indicate that document supply is still alive and kicking.

Originality/value

The paper represents a useful source of information for librarians and others interested in document supply and related matters such as resource sharing and open access.
Shaken and stirred: New Zealand's interlending scene
Authors: Reid David
Published: May 2011

Purpose

The purpose of this paper is to present a review of the interlending environment in New Zealand. It aims to consider a number of changes that have occurred since research was published in 2004 and the significance of these for interlending operations.

Design/methodology/approach

The methodology adopted in this paper is one of description and interpretation.

Findings

Included is a statistical analysis based on 20 years' worth of data and comparative analysis of key service indicators. The scene is best described as one of continual change and in a state of flux.

Practical implications

As the operational model of interlending changes consideration is given to various operational issues and the impact of these for ongoing support and service provision. Also included is an initial analysis of how natural events can also impact on patterns of use and delivery.

Originality/value

Just as there have been personnel changes, so has occurred a loss of corporate knowledge. This leads into a discussion of a model for “better practice” and how this could be delivered.
Impala 1991‐2011: 20 years of ILL in Belgium
Authors: Corthouts Jan , Van Borm Julien , Van den Eynde Michèle
Published: May 2011

Purpose

The purpose of this paper is to describe the development of interlending and document supply in Belgium – particularly in relation to Impala, a system for facilitating the service.

Design/methodology/approach

The history of Belgium, its libraries and interlending and document supply is described.

Findings

The paper finds that Impala has been an outstanding success in facilitating a fast and cost‐effective service with a high satisfaction rate.

Originality/value

The paper is of importance to all librarians who are interested in nationwide resource‐sharing schemes.
The role of the national library as a catalyst for an open access agenda: the experience in Sweden
Authors: Hagerlid Jan
Published: May 2011

Purpose

The purpose of this paper is to discuss the role of national libraries in developing national open access infrastructure and policy on the basis of the experiences of the National Library (NL) of Sweden.

Design/methodology/approach

The paper is descriptive based on the knowledge of a key player in the development of open access in Sweden. The priorities and outcome of the programme are described.

Findings

The paper reveals that the NL Sweden since around 1990 has combined the mission of a “traditional” national library with that of a national, research library authority. It has coordinated its support for development of repositories and open access in the OpenAccess.se programme that ran from 2006 to 2009. The conclusion is that a national library can successfully act as a catalyst for closer cooperation between the main bodies of research and research libraries in advancing an Open Access agenda and developing a digital research information infrastructure. This is because it is usually placed directly under the government and thus closer to national policy making. It is often perceived as unbiased in relation to the different interests of the various parties involved. It is also able to advance development projects into sustainable services.

Originality/value

The role of national libraries in relation to open access has not been discussed widely. The experience of the NL Sweden in this respect has a general interest.
The role of context in assessing international marketing opportunities
Authors: Douglas Susan P. , Samuel Craig C.
Published: May 2011

Purpose

The choice of which country or countries to enter is a critical decision and needs to be made with considerable care and deliberation. Initial market entry decisions have typically focused on country evaluations based on macro‐economic data. While appropriate in providing an initial screening of countries, other factors, notably contextual factors, can provide important insights in assessing international market opportunities. The purpose of this paper is to examine the impact of context at four distinct levels.

Design/methodology/approach

The literature on the influence of context on consumption and purchase behavior is reviewed to provide a framework to understand contextual factors as a means to refine entry strategy and develop effective segmentation strategies.

Findings

A wide range of contextual factors exert influence on consumption choices and contribute to within‐country heterogeneity. These are typically examined at the macro‐level, but also need to be examined at the meso‐level, micro‐level and situational level to fully assess market opportunities and establish viable market segments.

Practical implications

Examination of contextual factors provides a richer and deeper understanding of which international markets to enter and which segments to target. Within‐country cultural diversity, dramatic economic and regional disparities and marked differences in the infrastructure need to be assessed. In particular, examination of contextual factors helps to shed light on heterogeneity within countries not only in customer behavior, but also in the nature of the market infrastructure. This is a key element, not only in formulating entry and segmentation strategies, but also in implementing those strategies.

Originality/value

The effect of context has received little attention to date. The current paper highlights the importance of considering contextual factors and their impact on consumption behavior – an issue which has largely been ignored in previous research.
A gravitational model of international retail market selection
Authors: Alexander Nicholas , Rhodes Mark , Myers Hayley
Published: May 2011

Purpose

The increasingly important role of international retail companies in the distribution and marketing of goods highlights important gaps in the literature. One of these gaps concerns a scientifically based understanding of the key, underlying drivers in the market selection process of such companies. The purpose of this paper is to establish a more robust understanding of international retailers' market selection process.

Design/methodology/approach

This paper econometrically tests hypotheses derived from recent literature and models the international actions of retailers based in 13 home and ten host markets.

Findings

The results highlight the importance of host market characteristics and the importance of understanding host market selections in the context of home market retail structural development and, by implication, the relative lack of importance of secondary managerial input factors.

Research limitations/implications

The model presented here fundamentally challenges assumptions concerning the role of managers in market selection decisions in the light of sustainable patterns of international activity.

Practical implications

These findings suggest that managers responsible for international market selection decisions do not have the freedom of action implied in the marketing literature and that their actions are constrained by structural market conditions.

Originality/value

The relationships identified explain six‐ to seven‐tenths of the pattern of expansion in the markets considered. This would suggest that managerial input is important in the process of marketing activity but that it is important within a broader framework.
A critical evaluation of the EFQM model
Authors: Gómez Gómez Joaquín , Martínez Costa Micaela , Martínez Lorente Ángel R.
Published: May 2011

Purpose

As with the ISO 9000 standard, some doubts arise from the scientific literature about the impact of the EFQM model in companies' success. This paper aims to present an analysis of the relationships in the 2003 version of the EFQM model using data from the actual self‐evaluations of 68 organizations. It also analyzes if there are possible differences in the EFQM implementation between public and private organizations.

Design/methodology/approach

The Partial Least Squares (PLS) method is used to test hypotheses.

Findings

Results show that the model does not behave in the way that the designers of the EFQM expected. Two of the results variables are not sufficiently correlated with the others to be part of the complete model. When the model is tested without these two variables, the connection between enablers fails, since policy and strategy, people, and partnership and resources do not have statistically significant effects on the process. There is a slightly higher achievement in the group of manufacturing/private companies compared with the group of public/educational institutions.

Research limitations/implications

This paper is an exploratory study. A deeper analysis of the agency criteria might produce improved results. It would also be possible to examine sub‐criterion levels. Each enabler in the model is composed of different sub‐criteria and the relationships among them have not been explored in the literature. The question that needs to be addressed is whether the inclusion of enablers in the EFQM Excellence Model can be justified on empirical grounds.

Originality/value

Previous research has been conducted using secondary data. The study has been made using the real self‐evaluations of organizations, evaluations that have been validated by official staff of the EFQM organization. In addition, whereas much of the previous research analysed the 1999 version of the model, this paper focuses on the latest version of 2003.
Reconstructing Six Sigma barriers in manufacturing and service organizations
Authors: Gamal Aboelmaged Mohamed
Published: May 2011

Purpose

The purpose of this paper is to empirically validate how the effectiveness of the most influential barriers to Six Sigma implementation may vary in relation to dimensions of organizational factors in a developing country.

Design/methodology/approach

An empirical survey, using 500 self‐administered questionnaires, was conducted. Data about 47 Six Sigma barriers and specific organizational parameters from 132 usable questionnaires, with a response rate of 26.4 per cent, were collected and analyzed by means of statistical data analysis package.

Findings

The results highlight the key role of soft impediments, i.e. knowledge and support, and hard impediments, i.e. professionals and finance, as the most influential barriers to Six Sigma implementation. The analysis clearly shows that only specific barriers are significantly influencing Six Sigma implementation in relation to dimensions of organizational factors.

Practical implications

Decision makers and quality managers should not waste their resources on overcoming all Six Sigma barriers. High attention should be given to the most obstructing barriers in relation to organizational context. Before implementing Six Sigma projects, managers are advised to activate and boost the level of Six Sigma knowledge and support by means of knowledge management functions such as Six Sigma knowledge acquisition, sharing, storing, revealing, etc. among organizational members.

Originality/value

The paper is one of the first studies which examines a large number of Six Sigma barriers and their effectiveness in relation to dimensions of organizational factors in a developing country.
Bank Service Quality (BSQ) Index
Authors: Abdullah Firdaus , Suhaimi Rosita , Saban Gluma , Hamali Jamil
Published: May 2011

Purpose

This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding what factors affect service quality and the BSQ Index, a national indicator reflecting the level of service quality within the banking sector.

Design/methodology/approach

A total of 3380 questionnaires were distributed to the customers of 21 commercial and Islamic banks, of which only 1,519 were deemed usable, yielding a response rate of 44.9 per cent. The proposed 29‐item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis.

Findings

A factorial analysis suggests that service quality has three dimensions namely “Systemization”, “Reliable Communication” and “Responsiveness”, and subsequent multiple regression analysis revealed that “Systemization” is the most important service quality dimension within the banking sector. The overall weighted BSQ Index of 4.00 implies that banking customers are generally pleased with the quality of services rendered by banking institutions.

Practical implications

The new Bank Service Quality Index (BSQ Index) is expected to be an important complement to traditional measures of economic performance, providing useful information to the banking institutions, shareholders, investors, government regulators, and customers. This composite index shall become an indicator reflecting the level of service quality in the banking institutions.

Originality/value

The results from the current study are crucial because previous studies have produced scales that bear a resemblance to SERVQUAL, a generic measure of service quality, which may not be totally adequate to assess the perceived quality in the banking sector. Thus, the present study captured customers' evaluation of service quality in a 29‐item questionnaire exclusively adapted to the unique nature of the banking sector.
A comparative examination of traditional and skill‐based pay plans
Authors: Mitra Atul , Gupta Nina , Shaw Jason D.
Published: May 2011

Purpose

The purpose of this paper is to make a comparative assessment of the relationship between types of pay plans and several workforce‐level outcomes in 214 organizations. The plans include pay that is skill‐based, job‐based, and market‐based. The types of workforce‐level outcomes include workforce flexibility, attitudes, membership behaviors, and productivity. The paper also assesses the relationship between the success of pay plans and workforce productivity/membership behaviors.

Design/methodology/approach

Survey data from 214 organizations are used to test the hypothesized relationships using hierarchical regression analysis and partial least square techniques.

Findings

Results support a significant and positive relationship between skill‐based pay plans, workforce flexibility, and workforce attitudes. Skill‐based pay plans, when compared with market‐based pay plans, are found to positively relate to workforce membership behaviors, and workforce attitudes mediate this relationship. Similarly, workforce flexibility mediates the positive relationship between skill‐based plans and workforce productivity. The success of skill‐based plans depends on significant improvements in workforce productivity and membership behaviors. The fit between the pay plan and the facility's climate/culture moderates the relationship between workforce productivity and the pay plan's success.

Practical implications

The results indicate that skill‐based pay plans are superior for achieving several organizational and employee outcomes. The authors discuss the implications of these results for research and practice.

Originality/value

Limited comparative empirical evidence exists on the effects of different types of pay systems on organizational outcomes. The paper seeks to address this gap.
Antecedents of trust in supervisors, subordinates, and peers
Authors: Knoll Dana L. , Gill Harjinder
Published: May 2011

Purpose

The purpose of this paper is first, to assess the generalizability of the Integrative Model of organizational trust to the development of workplace trust in upward, downward, and lateral relationships. Second, it examines the relative importance of ability, benevolence, and integrity in predicting trust in supervisor, subordinate, and peer. Design/methodology/approach – Human resource professionals (n=187) from two sources (a human resource professionals’ organization and a large Canadian corporation) responded to an online survey.

Findings

The results indicate that the integrative model of organizational trust was applicable to trust in supervisor, subordinate, and peer. The results also suggest that the relative importance of ability, benevolence, and integrity in predicting trust differed according to the trustor‐trustee dyad.

Research limitations/implications

A potential limitation of this study is that data regarding trust in each of the three referents (supervisor, subordinate, and peer) were obtained from the same raters. These findings need to be replicated with multi‐source data.

Social implications

Given the necessity of trust for positive cooperative relationships, a better understanding of how to foster trustworthiness among individuals would be a benefit to society.

Practical implications

The findings provide valuable information for the development of effective and efficient trust‐building strategies for upward, downward, and lateral workplace relationships.

Originality/value

The paper describes a study which simultaneously examined trust in supervisor, trust in subordinate, and trust in peer. It also assessed the relative importance of the antecedents of trustworthiness across referent dyads using the relative weight analysis procedure strategy.
Service innovation: why is it so difficult to accomplish?
Authors: Dörner Nadin , Gassmann Oliver , Gebauer Heiko
Published: May 2011

Purpose

This article discusses the common factors and hindrances of service innovation. Our purpose is to add a managerial perspective on service innovation.

Design/methodology/approach

Multiple case studies on international firms that create competitive advantage through service innovation leadership are the main tool of theory development.

Findings

This study answers following two strategic questions: What typical deficiencies exist that prevent firms from using service innovation as a source for competitive advantages?, What are the appropriate recommendations for succeeding with service innovation?

Research limitations/implications

The study focuses only on companies in mature markets. The findings are limited to this sector.

Practical implications

The paper assists managers in concentrating on the right triggers for succeeding with service innovation.

Originality/value

Both scholars and managers still tend to be somewhat vague in suggesting detailed recommendations for service innovation. This study identifies five management deficiencies: failure to protect services, lack of clear organizational anchoring, unsystematic innovation process, inadequate customer involvement, and insufficient elimination of bad service ideas. Additionally, the paper offers recommendations for defining, developing, and launching new services.
Realising the strategic impact of business intelligence tools
Authors: Sharma Ravi S. , Djiaw Vironica
Published: May 2011

Purpose

The purpose of this paper is to explore the effectiveness of business intelligence (BI) tools as enablers of knowledge sharing used by employees in the organisation. This practice‐oriented article on the deployment and impact of BI tools in industry suggests a balanced scorecard (BSC) approach to performance management. More specifically, a suite of web 2.0 tools is used in the practice of BI and their impact measured with a BSC.

Design/methodology/approach

The research proposition is that the effectiveness of BI is indeed strategic and relates to its corporate performance. This claim is validated using a global information technology consultancy firm's BI unit as the lead case of an immersive field study. Research engagements with four other firms provide corroborative support.

Findings

The BSC approach to deriving targets and ascertaining outcomes was shown to be applicable to good practice. The converse is equally valid. That is, strategic performance management requires the use of BI in order to be sound. Therefore, tools such as web 2.0 and data analytics, must be outcome driven with planned targets identified.

Practical implications

BI is a necessary activity for deriving improved performance. It aids in the identification of a firm's knowledge strengths, as well as gaps with respect to its environment. The key message to executives is that Peter Drucker was right – we cannot manage what we do not measure!

Originality/value

The use of BI as a strategic knowledge management technique is a composite of a host of web 2.0 tools. It does not stand in isolation from other initiatives for exploiting knowledge in order to drive performance.