bluuebunny/crossref_metadata_2025 huggingface dataset:
The impact of Porter's strategy types on the role of market research and customer relationship management
Authors: Valos Michael J. , Bednall David H.B. , Callaghan Bill
Published: March 2007

Purpose

This paper seeks to investigate the influence of Porter's strategy types on the use of customer relationship management (CRM) techniques and traditional market research, against theoretical and empirical evidence that differences in strategy types may result in variation in favoured marketing information sources and procedures.

Design/methodology/approach

Depth interviews generated a series of scale items, which were combined with others derived from the literature in a questionnaire measuring strategy types, the roles of market research, and the characteristics of CRM systems. Responses were obtained from 240 senior marketing managers in Australia, and applied to the testing of five research propositions.

Findings

ANOVA found no differences in CRM usage among the strategy types. Variation was widespread, however, in four roles of traditional market research: enhancing strategic decision making, increasing usability of existing data, presenting plans to senior management, and achieving productivity and political outcomes.

Research limitations/implications

Future researchers using the Porter strategic types should separate “marketing differentiators” from “product differentiators” because they function and compete differently.

Practical implications

All organisations can benefit from CRM systems, but “marketing differentiators” exhibit a relatively higher usage of traditional market research. This is likely to be because they compete by creating softer product differences, while others do so on harder characteristics such as price or product functionality.

Originality/value

This is the first study to use the Porter types to explain differences between the roles and uses of market research and CRM within organisations.
ASP system utilization: customer satisfaction and user performance
Authors: Lee Sang M. , Lee Hong‐Hee , Kim Jinhan , Lee Sang‐Gun
Published: March 2007

Purpose

This paper seeks to understand effects of ASP utilization on organization performance measured in terms of satisfaction and educational effectiveness on the part of the customer firm.

Design/methodology/approach

This study follows the positivist approach. After a research framework was developed and hypotheses defined, based on a thorough ASP literature review, data were collected from small firms which use ASP services. Results were discussed to suggest strategic directions of ASPs.

Findings

The results show that when customer firms perceive good service at a reasonable fee, they exhibit a high level of satisfaction with the service provider. Customer satisfaction is found to be significantly related to organizational performance. Also, the education content of training programs significantly influences educational effectiveness, which in turn contributes to organizational performance by impacting customer service.

Research limitations/implications

The results of the study would help practitioners and researchers better understand ASP customers. The scope of this study is limited to leading IT adoption countries.

Originality/value

Based on the customer perspective, this paper delineates factors of ASP services that support small firms to be more successful.
Information technology investment and operational performance in purchasing
Authors: González‐Benito Javier
Published: March 2007

Purpose

The objective of this paper is to study the relationship between information technology (IT) investments and performance in the purchasing function. A study is made not only of whether this relationship exists, but also of the mediating role played by both purchasing practices and the strategic integration of purchasing.

Design/methodology/approach

Statistical analyses of the data provided by 141 purchasing managers of medium and large Spanish companies in three industrial sectors.

Findings

The analyses support the idea that IT investments exert a positive effect on purchasing operational performance. Nonetheless, the results show that this effect arises because IT allows companies to implement certain purchasing practices and, partially, because it facilitates greater strategic integration of the purchasing function.

Originality/value

The results not only reveal the positive effect of IT at the functional level, but they also help us to understand how this effect is produced.
Supply chain performance measurement system using DEA modeling
Authors: Peng Wong Wai , Yew Wong Kuan
Published: March 2007

Purpose

This paper aims to illustrate the use of data envelopment analysis (DEA) in measuring internal supply chain performance.

Design/methodology/approach

Two DEA models were developed – the technical efficiency model and the cost efficiency model. The models are further enhanced with scenario analysis to derive more meaningful business insights for managers in making resources planning decisions.

Findings

The information obtained from the DEA models helps managers to identify the inefficient operations and take the right remedial actions for continuous improvement. More importantly, the opportunity cost (forgone profit) calculated serves as a good reference to managers to make efficient decisions on resource allocations.

Research limitations/implications

Results are based on the deterministic data set. Future enhancement of the study would be to look into the possibility of modeling DEA in a stochastic supply chain environment (non‐deterministic) due to the fact that supply chain operates in a dynamic environment.

Practical implications

The proposed DEA‐based approach provides useful managerial implications in the measurement of supply chain efficiency. The study proves the usefulness of DEA as a decision‐making tool in supply chain.

Originality/value

This paper provides useful insights into the use of DEA as a modeling tool to aid managerial decision making in measuring supply chain efficiency.
Taxonomy development and assessment of global information technology outsourcing decisions
Authors: Koong Kai S. , Liu Lai C. , Jian Wang Yong
Published: March 2007

Purpose

This paper seeks to provide taxonomy and assessment methodologies for executives of global conglomerates with a selection of variables which can help them evaluate outsourcing decisions.

Design/methodology/approach

A range of established theories, which addressed outsourcing decisions, are identified. The major determinants of global outsourcing were then formulated into an integrated model. Each of the variables identified was validated using multiple theories. Finally, a weighted score index was used to demonstrate how the variables can be used to evaluate outsourcing decisions.

Findings

It provides an overview of outsourcing theories about the variety of major reasons and their associated determinants as well as attributes that are relevant to decision‐makers. It showed that the individual theories can be integrated into a global taxonomy. This taxonomy can be assessed using a weighted‐index because the inputs and computation processes contain realistic qualitative and quantitative information.

Research limitations/implications

It is an assessment methodology that requires input and judgment from a variety of experts. Persons having such expertise may be fairly costly and difficult to find.

Practical implications

A very simple, yet comprehensive, and useful taxonomy for executives making outsourcing decisions. The assessment index is a proven methodology that is used by business consultants for a variety of related applications involving decision choices.

Originality/value

This paper fulfills the need for a more comprehensive view and a systematic approach to the assessment of outsourcing decisions. The index of attributes identified and the evaluation technique proposed are a practical approach.
Automated support of software quality improvement
Authors: Leung Hareton K.N. , Liao Li , Qu Yuzhong
Published: March 2007

Purpose

Quality improvement is critical to the success of software development organizations. Automated tools can greatly assist in the implementation of quality improvement. The purpose of this paper is to investigate the state of tool support of software process improvement.

Design/methodology/approach

The authors first review three quality improvement models that can be used for improving the quality of software products, and then identify the required activities of the quality improvement effort based on those models. These activities identified then serve as a reference list to determine the support provided by commercial tools. The paper then conducts two surveys of software quality improvement tools and presents the results.

Findings

The results from two surveys indicate that: there is no tool that supports problem identification; most tools can provide several software process improvement functions to help software organizations to improve their process capability and the quality of their products; and there is no set of tools that can provide a complete coverage of all improvement activities.

Research limitations/implications

Although the authors have conducted a detailed search on the internet to identify SPI tools, such a survey will miss those tools which have no presence on the internet. However, the authors are confident that their results can reflect what is available in the marketplace.

Practical implications

Process practitioners will learn about the state of support available in the marketplace and what they may need to develop on their own to provide complete support for their improvement efforts.

Originality/value

The paper proposes a classification of software process improvement functions and present a first survey of software quality improvement tools. The results will be beneficial to process practitioners.
Measuring the results in B2C e‐commerce
Authors: Melián‐Alzola Lucía , Padrón‐Robaina Víctor
Published: March 2007

Purpose

The purpose of this paper is to analyze the role and importance of results in B2C e‐commerce from the customer's perspective, together with impact on overall perceived quality and customer attitudes.

Design/methodology/approach

The data base for this study was obtained from a sample of 191 individuals who had purchased on the internet and the techniques used in the statistical analysis of the data were as follows: principal components analysis, structural equations and regression analyses.

Findings

Two dimensions – cost and guarantee – explain value in e‐commerce. In the data resulting from the analyses, guarantee turns out to be a more important factor with respect to overall perceived quality and consumer attitudes than cost.

Research limitations/implications

If a company manages to improve its e‐commerce transaction results, this will have a favorable effect on overall perceived quality and consumer attitudes. In other words, the result is as important as the process for a successful purchase.

Practical implications

The scale, integrated for the dimensions “guarantee” and “cost” should help firms to identify and improve their B2C e‐commerce results from the customer perspective. Consequently, it will have a positive effect on overall quality, disposition to repeat and disposition to recommend.

Originality/value

Companies operating on the internet will find a number of suggestions in this paper on how to achieve competitive advantage through the successful management of their websites, improving results – guarantee and cost – to customers.
Six sigma in service organisations
Authors: Antony Jiju , Jiju Antony Frenie , Kumar Maneesh , Rae Cho Byung
Published: March 2007

Purpose

Six sigma has received considerable attention over the last four years in the UK service sector. The purpose of this paper is to present a review of the literature on six sigma as applied to the service industry, followed by a presentation of the key findings obtained from a pilot survey carried out in UK service organisations.

Design/methodology/approach

This paper presents some of the most common challenges, difficulties, common myths, and implementation issues in the application of six sigma in service industry settings. It also discusses the benefits of six sigma in service organisations, tools and techniques of six sigma for service performance improvement, key criteria for the selection of winning projects, followed by the results of a six sigma pilot survey in UK service organisations.

Findings

The results of the study show that the majority of service organisations in the UK have been engaged in a six sigma initiative for just over three years. The average sigma quality level of the companies was around 2.8 (approximately 98,000 DPMO). Management commitment and involvement, customer focus, linking six sigma to business strategy, organisational infrastructure, project management skills, and understanding of the six sigma methodology are the most critical factors for the successful introduction, development and deployment of six sigma.

Originality/value

This paper reports the first study on the status of six sigma implementation in UK service organisations. The findings and key observations of this paper will be of immense value to the six sigma academic and research community.
Pressures exerted on managers by their superior and peer managers
Authors: Braithwaite Jeffrey , Westbrook Mary T. , Mallock Nadine A.
Published: March 2007

Purpose

The purpose of this paper is to investigate how, and the degree to which, superior and peer managers exerted pressure on middle managers' work cross‐culturally.

Design/methodology/approach

Australian (n=251) and Singaporean (n=340) health managers, respectively of Anglo and Confucian‐Asian cultures, rated the pressures exerted on them by managers, superior and peer (managers at the same level), regarding nine work pursuits, and described the nature of this pressure.

Findings

Singaporeans reported greater pressure from superiors regarding people, customer, process and quality management. Australians and Singaporeans experienced similar pressure from superiors concerning financial, organisational, data, planning and external relations management. Singaporeans reported more pressure from peers in all work domains. In Singapore superior and peer managers applied pressure to similar activities but areas targeted by Australian peer and superior managers were not significantly related. Singaporean superiors were more likely to apply pressure through deadlines and appraisals.

Research limitations/implications

Convenience samples from one occupational sector may limit the generalisability of the results.

Practical implications

Knowledge of the degree and sources of stress encountered by middle managers in an Anglo and a Confucian‐Asian culture may enhance organisational communication both within and between these cultures.

Originality/value

Although it is a crucial issue, pressures exerted on managers by superior and particularly peer managers regarding specific managerial work pursuits has received little attention, particularly from a cross‐cultural perspective.
Increasing organizational citizenship behaviors of Turkish academicians
Authors: Ertürk Alper
Published: March 2007

Purpose

The purpose of this paper is to explore the role of organizational justice and trust in supervisor in enhancing organizational citizenship behaviors (OCBs) of Turkish academicians.

Design/methodology/approach

Data were collected via a web‐based questionnaire. A total of 1,018 academicians from public universities in Turkey participated in the study. The basic postulate of this study is that trust in supervisor will surpass the effects of employee perceptions of managerial fairness (i.e. distributive justice, procedural justice and interactional justice) as they jointly influence both OCBs directed to the organization (OCBO) and OCBs directed to the individuals (OCBI).

Findings

The findings in this paper indicate that trust in supervisor fully mediates the relationship between organizational justice and OCBO, however it partially mediated the relationship between organizational justice and OCBI of Turkish academicians.

Originality/value

This paper has contributed to the literature by investigating the combined effects of organizational justice and trust in supervisor on both OCBO and OCBI in a different cultural context and profession. Managerial and theoretical implications of research findings are also discussed.
The self‐rater's personality and self‐other disagreement in multi‐source performance ratings
Authors: Goffin Richard D. , Anderson David W.
Published: March 2007

Purpose

The purpose of this paper is to examine relationships between a priori‐chosen personality traits and the tendency for a manager to rate his/her job performance more favourably than well‐acquainted superiors, peers, and subordinates do.

Design/methodology/approach

The job performance of 204 managers was evaluated using multi‐source (i.e. 360E) ratings (self, subordinates, peers, and superiors). Managers also completed personality measures. Relationships between managers' personality and the tendency for managers to rate their own job performance higher than subordinates, peers, and superiors did were analyzed using advanced regression techniques.

Findings

The paper finds that self‐superior and self‐peer disagreement in performance ratings (i.e. self‐rating inflation) was associated with high Achievement and high Self‐Esteem. Additionally, self‐superior disagreement (i.e. self‐rating deflation) was associated with high Anxiety. Self‐subordinate disagreement was not associated with self‐rater personality.

Research limitations/implications

The paper studied a single sample of financial services managers. Generalization requires cross‐validation with other occupational groups and organizations.

Practical implications

Human resources professionals should be informed that self‐superior and self‐peer disagreement (i.e. self‐rating inflation) in multi‐source job performance ratings is potentially beneficial because it is associated with personality traits that can facilitate positive responses to feedback. Peers and superiors should therefore not inflate their ratings of managers in an effort to reduce self‐superior and self‐peer disagreement in ratings.

Originality/value

This study improved upon most previous investigations of this topic by using a field setting, considering a wider range of personality variables, using 360( job performance ratings (self‐, supervisor‐, peer‐, and subordinate‐ratings) rather than just a subset of these rating sources, and employing superior statistical procedures.
Impression management behavior: effects of the organizational system
Authors: Drory Amos , Zaidman Nurit
Published: March 2007

Purpose

The purpose of this paper is to compare patterns of impression management in two organizational systems, namely, organic and mechanistic.

Design/methodology/approach

Qualitative data were gathered from 23 employees by means of in‐depth, semi‐structured interviews. In addition, questionnaires pertaining to the use of impression management strategies toward superiors and peers were given to 208 employees from military and R&D organizations.

Findings

The results suggest that employees in mechanistic systems engage more in impression management behavior and direct their efforts more often toward their superiors than toward their peers, most frequently by using the strategy of “Ingratiation”. On the other hand, employees in the organic system sample use impression management to a lesser extent, and they direct it more equally toward superiors and peers. Their predominant strategy is “Initiation.” These results are discussed in light of the differences in the norms and structural characteristics of the two organizational systems.

Research limitations/implications

The mechanistic system was represented by a military organization and there is disproportionate representation of males in the survey sample.

Originality/value

The paper demonstrates the importance of the specific characteristics of an organizational system in shaping employees' impression management behavior.
The Job Demands‐Resources model: state of the art
Authors: Bakker Arnold B. , Demerouti Evangelia
Published: March 2007

Purpose

The purpose of this paper is to give a state‐of‐the art overview of the Job Demands‐Resources (JD‐R) model

Design/methodology/approach

The strengths and weaknesses of the demand‐control model and the effort‐reward imbalance model regarding their predictive value for employee well being are discussed. The paper then introduces the more flexible JD‐R model and discusses its basic premises.

Findings

The paper provides an overview of the studies that have been conducted with the JD‐R model. It discusses evidence for each of the model's main propositions. The JD‐R model can be used as a tool for human resource management. A two‐stage approach can highlight the strengths and weaknesses of individuals, work groups, departments, and organizations at large.

Originality/value

This paper challenges existing stress models, and focuses on both negative and positive indicators of employee well being. In addition, it outlines how the JD‐R model can be applied to a wide range of occupations, and be used to improve employee well being and performance.
Information ethics for twenty‐first century library professionals
Authors: Fallis Don
Published: March 2007

Purpose

To provide an introduction to concepts and resources that will be useful to library professionals learning about information ethics.

Design/methodology/approach

This paper argues for the importance of information ethics to twenty‐first century library professionals. It describes what various authors have said about how information ethics can be applied to the ethical dilemmas faced by library professionals.

Findings

In order to deal effectively with their ethical dilemmas, library professionals must have a good working knowledge of information ethics. Codes of professional ethics can help to provide such knowledge, but they are not sufficient. Courses on information ethics must be part of the education of information professionals. Such courses should provide library professionals with an understanding of ethical theories and how they apply to concrete practical cases. Such courses should also make explicit the connection between information ethics and the mission of the library professional.

Research limitations/implications

This paper is not intended to provide an exhaustive list of publications on the topic of information ethics and library professionals.

Originality/value

This paper provides library professionals with a concise introduction to information ethics.
From computer ethics to the ethics of global ICT society
Authors: Górniak‐Kocikowska Krystyna
Published: March 2007

Purpose

The purpose of this paper is to address the place of computer/ICT ethics in the global ICT society driven by knowledge economy.

Design/methodology/approach

The paper focuses on three main issues: the evolution of the name of the leading technology of our times and, accordingly, the evolution of the name of the society in which this technology plays the leading role; some ethical dilemmas that the global ICT society will need to solve; global ICT ethics and the knowledge economy.

Findings

The paper suggests that global ICT ethics should be an ethics focusing on the dynamics of the relationship between the weak and the strong, the rich and the poor, the healthy and the sick worldwide – and it should explore the ethical problems from the point of view of both parties involved. That way, Global ICT Ethics can have a truly communicative character, and it can become an ethics that will be both a co‐creator and also a result of a democratic processes.

Originality/value

This paper should interest anyone concerned with ICT and globalization.
Foundational issues in information ethics
Authors: Einar Himma Kenneth
Published: March 2007

Purpose

Information ethics, as is well known, has emerged as an independent area of ethical and philosophical inquiry. There are a number of academic journals that are devoted entirely to the numerous ethical issues that arise in connection with the new information communication technologies; these issues include a host of intellectual property, information privacy, and security issues of concern to librarians and other information professionals. In addition, there are a number of major international conferences devoted to information ethics every year. It would hardly be overstating the matter to say that information ethics is as “hot” an area of theoretical inquiry as medical ethics. The purpose of this paper is to provide an overview on these and related issues.

Design/methodology/approach

The paper presents a review of relevant information ethics literature together with the author's assessment of the arguments.

Findings

There are issues that are more abstract and basic than the substantive issues with which most information ethics theorizing is concerned. These issues are thought to be “foundational” in the sense that we cannot fully succeed in giving an analysis of the concrete problems of information ethics (e.g. are legal intellectual property rights justifiably protected?) until these issues are adequately addressed.

Originality/value

The paper offers a needed survey of foundational issues in information ethics.
Intelligent agent concepts in the modern library
Authors: Dent Valeda F.
Published: March 2007

Purpose

Intelligent agents – software components designed to perform complex tasks for the user (with or without the presence of the user) – are used in a variety of settings, from instant messaging and web auctions, to ATM network management and air traffic control systems. The technology also has applicability within libraries, adding a level of user‐oriented control and flexibility to activities such as digital collection management and virtual reference. The use of intelligent agents to assist users with their searches has perhaps the greatest potential. The purpose of this article is to provide background information on the use of agent technology in information settings, and review three library‐based projects that utilize agent technology in a practical way.

Design/methodology/approach

A comprehensive literature review combined with brief case studies of practical applications of agent technology in three modern library settings. A conceptual model of a virtual, agent‐based personalized library is also presented.

Findings

Librarians and others in the information profession recognize the potential of agent technology within the library setting. The paper presents a number of practical scenarios for using agents, from supporting digital libraries and teaching information literacy to virtual reference.

Practical implications

There are numerous implications for current and future use of agent technology in libraries, including how to engage IT staff in the development process, how to educate users about the benefits of the technology, and how to make sure library professionals have the skill set to allow them to participate in the conceptualization, design and implementation of agents.

Originality/value

There is a wealth of professional literature on agent technology and its uses, mostly from a computing or engineering perspective. This paper has value in that it presents the concept from a library perspective, and includes references to relevant library literature and projects.
Webmasters, web policies, and academic libraries: a survey
Authors: Hendricks Arthur
Published: March 2007

Purpose

The purpose of this paper is to gauge how university libraries are currently handling web policies as well as to see if the role of the library webmaster has evolved.

Design/methodology/approach

A survey was created and an invitation to participate was sent to various electronic discussion lists. Most of the questions were quantitative and were coded to find trends in the responses.

Findings

Most of the respondents either are reference librarians or webmasters, and they are mostly staff or faculty. As increasing numbers of resources become available electronically, university library web pages are going to continue to play an important role in academia. Survey responses indicate that most libraries (52 percent) have developed a web policy and 64 percent have formed a web advisory committee to maintain their web content. Responses also indicate the desire for further training in keeping up with the new technologies and the increased workload due to the time spent in maintaining web pages.

Research limitations/implications

Actual policies could have been collected but it seemed beyond the scope of this paper.

Practical implications

Developing a policy or forming an advisory committee is desirable as technology becomes more sophisticated and content and resources are proliferating, as seen in the trends indicated by this survey. Therefore, the amount of the web work can be decentralized and should be shared by all parties involved in order to maintain and enhance the quality of the library's web site.

Originality/value

While there have been many articles written about the role of webmasters in libraries, there appear to be few that deal with the policies of the library itself in regard to creating content for the web. This paper would be useful to academic librarians dealing with web policies.
Courseware and library services: bridging the gap for distance students
Authors: Scales Jane , Wolf Danel , Johnson Corey , Cummings Lara
Published: March 2007

Purpose

The purpose of this paper is to model a practical solution to the lack of library modules within commercial courseware.

Design/methodology/approach

A comprehensive examination of the technical, political, and practical issues surrounding this problem provides the framework for designing a dynamic administrative tool that facilitates information access for distance courses.

Findings

There are many different programming languages and models librarians can use to implement similar course modules. If librarians lack the skills to build these applications, student workers skilled in computer science can help.

Practical implications

This and similar models of organizing resources and information for distance students has an immediate impact on services to online users, leveraging of resources and tangible benefits to the student.

Originality/value

Librarians need to build their own technological solutions to serve their users when the commercial world is not addressing a real need.
The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors
Authors: Wirtz Jochen , Mattila Anna S. , Tan Rachel L.P.
Published: March 2007

Purpose

It is widely accepted that consumers enter into a service consumption experience with a set of expectations, including affective expectations. This research aims to investigate the matching effects between arousal‐level expectations and perceived stimulation (i.e. arousal congruency) on satisfaction and in‐store behaviors.

Design/methodology/approach

A 3 (under‐stimulation, arousal congruency and under‐stimulation) perceived arousal congruency)×2 valence (pleasant or unpleasant environment) factorial design was employed and tested across two service settings, a music store and a book store. A short narrative was used to induce arousal level expectations (high and low). Subjects were then exposed to a video clip in which the actual arousal of the store environment was manipulated at three levels (high, moderate, low). Consequently, subjects could perceive the store environment to match their expectations (arousal congruency), exceed their expectations (over‐stimulation) or to fall short of their expectations (under‐stimulation). Half of the video clips showed a pleasant store environment, whereas the other half of the videos involved an unpleasant store environment. Satisfaction and in‐store behaviors served as the two dependent variables in this study.

Findings

The results of this study indicate that the valence of the service environment (pleasant or unpleasant) moderates the arousal‐congruency effect on satisfaction and in‐store behaviors. Satisfaction in pleasant service environments was maximized at arousal congruency, while such matching effects failed to influence satisfaction in unpleasant settings. For in‐store approach behaviors, perceived under‐stimulation, compared with over‐stimulation, had a positive effect on in‐store behaviors.

Practical implications

The findings of this study indicate that retailers need to pay attention not only to the pleasantness of the store environment, but also to arousal level expectations regarding the servicescape.

Originality/value

This paper posits a hitherto neglected theory that affective expectations, which reflect people's expectations about how they expect to feel in a given situation, might be equally important in influencing customer responses in a service setting.
An empirical analysis of productivity growth in retail services: evidence from Spain
Authors: Sellers‐Rubio Ricardo , Mas‐Ruiz Francisco
Published: March 2007

Purpose

This paper seeks to estimate total productivity change in retailing firms and to decompose it into efficiency change and technical change (TC) (i.e. the consequence of innovation and adoption of new technologies).

Design/methodology/approach

This paper adopts the efficient approach using the Malmquist productivity index for a sample of 96 supermarket chains operating in Spain between 1995 and 2003.

Findings

The results show a slight increase in average annual productivity among the firms analysed.

Research limitations/implications

The generalisation of the conclusions of the study to the whole sector should be made with caution, because only one of the players in the distribution channel has been analysed.

Practical implications

It is shown that the main component of productivity change is TC. This result means that new ICTs have the capacity to alter the productive structures of retail firms, favouring their productivity.

Originality/value

The contribution of this paper is based on the application of the Malmquist index to evaluate productivity in the service sector.
Humanitarian logistics in disaster relief operations
Authors: Kovács Gyöngyi , Spens Karen M.
Published: March 2007

Purpose

This paper aims to further the understanding of planning and carrying out logistics operations in disaster relief.

Design/methodology/approach

Topical literature review of academic and practitioner journals.

Findings

Creates a framework distinguishing between actors, phases, and logistical processes of disaster relief. Drawing parallels of humanitarian logistics and business logistics, the paper discovers and describes the unique characteristics of humanitarian logistics while recognizing the need of humanitarian logistics to learn from business logistics.

Research limitations/implications

The paper is conceptual in nature; empirical research is needed to support the framework. The framework sets a research agenda for academics.

Practical implications

Useful discussion of the unique characteristics of humanitarian logistics. The framework provides practitioners with a tool for planning and carrying out humanitarian logistics operations.

Originality/value

No overarching framework for humanitarian logistics exists in the logistics literature so far. The field of humanitarian logistics has so far received limited attention by logistics academics.
Observation of listening behaviors in retail service encounters
Authors: McKechnie Donelda S. , Grant Jim , Bagaria Vishal
Published: March 2007

Purpose

This research aims to present observations of the listening actions displayed by service providers when interacting with customers in retail establishments. A composite of kinetic actions, verbal discourse, and behavior is observed and assessed as “listening actions”.

Design/methodology/approach

Service providers in 50 retail stores (personal apparel and specialty) in Dubai were engaged in mystery shopper interactions, each involving two fieldworkers – one of whom acted as a mystery shopper and the other as a secret observer. The typical norms of engagement in an interaction were quantified according to: whether the action took place (verbal actions and behavioral actions); and the frequency of the occurrence (kinetic actions).

Findings

The paper finds that listening behavior did take place; however, the frequency of occurrence of various actions was inconsistent across encounters. In addition, results differed according to the gender of the service provider and that of the customer, and service providers of retail clothing outlets which carried medium‐priced merchandise exhibited better listening behaviors than those in establishments that sold high‐priced goods.

Research limitations/implications

Future research could include an examination of actual dialogue between the provider and customer.

Originality/value

This study contributes to knowledge about non‐verbal communication within service encounters. Implications for management include: determining the optimum frequency and occurrence of listening activities; and training service providers accordingly.
Effects of service quality dimensions on behavioural purchase intentions
Authors: Sánchez Pérez Manuel , Carlos Gázquez Abad Juan , María Marín Carrillo Gema , Sánchez Fernández Raquel
Published: March 2007

Purpose

This paper seeks to examine the relationship between service quality and behavioural purchase intentions in the public‐sector transport industry in Spain.

Design/methodology/approach

The study first identifies five distinctive research streams in service quality. An empirical analysis is then carried out in which the SERVPERF scale is adapted to the study of service quality in the public‐sector transport industry. The study then examines the relationship between service quality and purchase intention using an aggregated ordered logit model.

Findings

The findings confirm a relationship between the five dimensions of service quality and purchase intentions.

Originality/value

The study provides a useful guide to research into service quality by identifying five distinctive streams of research on the field. The study also contributes from a methodological perspective by offering a measurement scale for service quality in the public‐sector transport industry. Finally, the study contributes to studies of perceived service quality by providing an aggregated ordered logit model, and by confirming the link between service quality and behavioural intention in a public‐sector context.
The current state of six sigma application in services
Authors: Chakrabarty Ayon , Chuan Tan Kay
Published: March 2007

Purpose

Since its introduction by Motorola in the 1980s, six sigma and its philosophy have found widespread application in many manufacturing industries. It has also inspired applications in service industries. It is felt that there is a need to take stock of the knowledge accumulated in what is now an emerging field of study and look for directions to take the application of six sigma further in services. This article aims to review six sigma application in services along five main themes. The article seeks to draw on these themes to reflect on the wider applicability of six sigma in services.

Design/methodology/approach

An analysis of relevant publications, citations and references was carried out using multiple databases. The impact of various key researches in this area is also discussed. The analysis then moves to discussing the necessary factors for success, key performance indicators, critical to quality characteristics, and the benefits and limitations of applying six sigma in services.

Findings

The findings are based on analysis done both quantitatively and qualitatively. The quantitative analysis shows that articles on this topic are scattered in various types of publications and there is dominance of a few articles in terms of average citation rate. The qualitative analysis shows that application of six sigma in the service sector is concentrated in a few services. The articles provide parameters to be considered for successful implementation of six sigma and there is some unanimity among articles on these parameters. Overall the literature analysis on this topic shows that six sigma is slowly but surely finding structured and beneficial application in service industries.

Research limitations/implications

The quantitative and qualitative literature analysis provides the knowledge on the five themes discussed in this article. The non‐availability of citations in well‐known databases like SCI Expanded and the inflated citations by probable self‐citations limit the proper interpretation of average citation rate. Further research can be done in expanding the knowledge base on the discussed themes in different types of service industries.

Practical implications

The article provides a theoretical framework consisting mainly of critical success factors, critical to quality characteristics, and key performance indicators as management guidelines to widen the application of six sigma in service industries.

Originality/value

This article contributes with a literature review, an analysis on the articles both quantitatively and qualitatively, and discusses how their contribution can be utilized for further research on this particular topic.
Building a sense of family at Visa Europe
Authors: Ahlfeldt Derrick , Cramb Jennifer
Published: March 2007

Purpose

Describes the challenges faced by Visa Europe's leadership‐development program (LDP) in its fifth year and the approaches Visa Europe has taken to keep the program fresh, and to accelerate the development of a coaching culture in the business – one of the original objectives for the program.

Design/methodology/approach

Details how short‐term secondments have been introduced to get participants into a part of the business that differs from their own, and the challenges that have had to be overcome to make the secondments work well. Highlights the roles of IMD, for the business‐school program, and Stellar Consulting Ltd, for one‐to‐one development coaching.

Findings

Reveals that building the coaching skills of a key group of LDP alumni has helped to accelerate the growth of a coaching culture. The program has linked people in a web of internal networks, and helped to break down organization silos because participants appreciate the challenges faced by other functional areas. Individuals are stretched, challenged, and moved out of their comfort zone and into their development zone. The program helps to identify and develop the best people and helps Visa Europe to retain them. The project element of the LDP has helped to ensure the successful delivery of some key business projects.

Practical implications

Examines how Visa Europe will be looking at the next phase of the development of LDP alumni, and considering them as a key part of the talent pool for the future of the business.

Originality/value

Shows that, after five years, Visa Europe has the advantage of a substantial alumni group who have a positive impact on the fabric of the organization.
Six Sigma speeds the “settling in” process at Bharati Computers Limited
Authors: Roy Shirshendu , Choudhary Praveen
Published: March 2007

Purpose

Describes how Bharati Computers Limited reduced the average time required for new employees to complete the joining process from 14 to four days using six‐sigma techniques.

Design/methodology/approach

Details the seven processes involved in “settling in” a new employee, shows how they overlapped and how delays on one process could hold up the completion of another. Shows how the process was simplified and reformed.

Findings

Reveals that, on the basis of Bharati Computers Limited recruiting around 1,000 new people a year, the company could make an annual saving of around US$360,000.

Practical implications

Reveals how application of six sigma can substantially improve the performance of a process.

Originality/value

Highlights the scope for reducing hidden costs by stripping out activities that do not add value.
The individual|collective dialectic in the learning organization
Authors: Lee Yew‐Jin , Roth Wolff‐Michael
Published: March 2007

Purpose – The purpose of this paper is to answer two interrelated questions: “Who learns and how in the learning organization?”. By implication, many theories of the learning organization are adressed that are based on a static and erroneous separation of individual and collective. Design/methodology/approach – Four episodes from a larger case study exemplify the theoretical arguments. These were based on a longitudinal ethnographic study of a salmon hatchery and the public‐sector organization to which the former was accountable. Conceptual framework is strongly dialectical: in their actions individuals concretely reproduce the organization and, when actions vary, realize it in novel forms; organizations therefore presuppose individuals that concretely produce them. However, without an organization, there would be no aim or orientation to individual actions to speak of in the first instance. Findings – The paper finds that individuals learn, through the production of socio‐material resources, notions of organizations which are not abstract. These resources increase action possibilities for the collective, whether realized concretely or not. Expansive learning in individuals is co‐constitutive of learning in organizations and decreasing interest in individual learning constitutes decreased levels of action possibilities for the collective. Research limitations/implications – The paper shows that using this framework, it becomes problematic to separate individual and collective learning. Originality/value – The paper shows that access to participation by all members is a key component as are affordances given by the organization for the development of individuals.
Senge's many faces: problem or opportunity?
Authors: Örtenblad Anders
Published: March 2007

Purpose

The purpose of this paper is to discuss both possibilities and problems with Senge's (1990) many faces inThe Fifth Discipline, i.e. the fact that different authors refer to different excerpts from his book as his version of the learning organization.

Design/methodology/approach

The paper shows that the authors' understandings of Senge, in which a literature review resulted, are seen in the light of theories of travelling of management ideas, particularly the “translation model”.

Findings

The paper finds that both possibilities and problems with Senge's many faces were found. A fatal problem is that the many faces jeopardize the confidence in the concept and eventually its existence. But the strong connections to Senge's book, that the authors have, reduces the problems, and Senge's many faces might not cause that much trouble after all.

Research limitations/implications

The paper shows that anyone who wishes to can, for different reasons, refer to Senge, and his version of the learning organization, and thereby gain legitimacy. One does not have to be very accurate; as it seems, almost anything goes.

Practical implications

In the paper the “translation model” is divided into two sub‐models, which probably will sharpen future translation research.

Originality/value

The paper is a study in which it is shown how authors understand other authors. This is an example that is rarely seen. Both possibilities and problems are discussed with vagueness to Senge's many faces. This is not very common. A special case of the translation model is developed (the “smorgasbord model”), better suited to deal with the type of idea that focuses on copying of excerpts from a specific book than the traditional translation model (the “whispering game model”).