bluuebunny/crossref_metadata_2025 huggingface dataset:
Suitability of nonwoven fusible interlining to the thin worsted fabrics
Authors: Kim S.J. , Kim K.H. , Lee D.H. , Bae G.H.
Published: April 2007

Functions of interlinings to the shell fabric are to improve the garment formability for a beautiful silhouette and elastic potential to the deformed fabric during wearing, and also are to enhance appearance and wearing properties of the garment. The objective of this study is to analyse suitability of nonwoven fusible interlining to the thin worsted fabric with various fabric structural parameters. For the purpose of this study, specimens with various weft yarn twists and weft densities of thin worsted fabrics are prepared. Three nonwoven fusible interlinings with different structure which were made of nylon/polyester were used for adhering to the thin worsted fabrics. Mechanical properties of these 24 adhesive fabrics fused with three nonwoven interlinings are measured by the KES‐FB System for analysing the suitability of nonwoven fusible interlinings to the thin worsted fabrics with various fabric structural parameters. Some mechanical properties of fused fabrics are analysed and discussed with repetition of dry cleaning of adhesive fabrics for performing effects of dry cleaning to the suitability of nonwoven fusible interlining to the shell fabrics.
Clothing engineering based on objective measurement technology
Authors: Kawabata Sueo , Niwa Masako
Published: April 2007

Engineered manufacturing of high quality garments has long been a target of textile technology. There are three main factors for manufacturing high quality garments. They are: the selection of good fabrics for the garments; the process control of garment manufacturing; and the performance and correct adjustment of manufacturing machines such as sewing machines. In recent years, objective evaluation technology of fabric quality has been developed, and many researchers are now moving toward the engineered design of fabric quality based on this objective evaluation technology. The present authors are also conducting research on these three factors on the basis of the development of objective evaluation technology. This paper consists of two parts. The first part is a brief introduction about the investigation of the first and the second factors, which have been investigated by the authors. The second part presents our recent research on seam pucker problems. This problem is a machine‐materials interaction problem, and the mechanical properties of sewing thread and fabric are closely connected in this problem.
Study of the yield point of the thread
Authors: Geršak Jelka
Published: April 2007

In this work the study of yield point of thread and stress in flow point is shown. The determination of this point is done with the well‐known Meredith’s and Coplan’s construction, which has the basis in tangent method and numerical method, which is developed from sufficient smooth approximation of the curve. The approximation polynomial expression of the ninth order was chosen for the construction of the mean curve σ (ε) which, as the sufficiently smooth curve, fits the measured values.
Retention effects of a customer club
Authors: Stauss Bernd , Chojnacki Klaus , Decker Alexander , Hoffmann Frank
Published: April 2007

Customer clubs belong to the most important and particularly cost‐intensive elements of customer retention systems. By offering specific advantages to club members, they are supposed to increase customer satisfaction and loyalty. However, up to now there is no certainty with respect to the existence and degree of the expected loyalty effects. Thus, there still is also no sufficient foundation for an estimation whether investments in customer clubs can be justified in comparison to several alternatives of gaining new customers or customer retention. To fill this gap in information, this paper focuses on the question of which kind of retention effects of customer clubs might exist and whether there is a scientific evidence of these effects. In the first step, a theoretical model and propositions of different retention effects of customer clubs are developed. Afterwards the results of an empirical study among members of the Volkswagen Customer Club, Germany’s largest automotive customer club are presented. They indicate that customer club satisfaction has a remarkable impact on the customer’s relationship satisfaction and customer retention. Consequently it can be concluded that a customer club certainly is an important issue of retention management.
Analyzing service failures and recoveries: a process approach
Authors: Michel Stefan
Published: April 2007

Service recovery has attracted increasing attention in recent years as a result of the premise that service failures are inevitable, but dissatisfied customers are not. However, many methodological obstacles, e.g. the question of how failure and recovery incidents are collected, have not been overcome yet. In this article, the author suggests a process approach by which not only dissatisfied or complaining customers are surveyed but due attention is paid to a representative sample of both satisfied and dissatisfied customers. This approach is supported by the corresponding results, which is not surprising, since failure incidents and recoveries are indeed specific to indvidual processes. An analysis of the effect of good recoveries resulted in the recovery paradox being found in all but one process type.
An examination of strategic alliances and the origins of international banking in Europe
Authors: ul‐Haq Rehan , Howcroft Barry
Published: April 2007

Purpose

The purpose of the paper is to explain how and why strategic alliances, in the form of clubs and consortiums, played an important role in the internationalisation of banks.

Design/methodology/approach

A longitudinal analysis, commencing in 1964 with the emergence of the Eurocurrency market and culminating with the creation of the European single market in the early 1990s, is used to provide an insight into the creation of clubs and consortium banks. The authors adopt the Lawson realist methodology and identify broad structural changes in the markets in which banks operate, i.e. “mechanisms” and relate these to major trends, i.e. “events” such as the creation of strategic alliances.

Findings

It is generally recognised that banks became international in response to the globalisation strategies of their multinational customers. However, the paper reveals that banks were also internationalising in response to structural changes in the financial services markets.

Research limitations/implications

A criticism of the Lawson methodology is that it is not always possible to discern causal linkages between mechanisms and events. This explains why research of this kind is typically retrospective because it is only with the benefit of hindsight that the causal linkages can be fully understood.

Originality/value

The study provides new insights into the emergence of international banking and the role of clubs and consortiums in this process.
Internationalization of professional service firms as learning – a constructivist approach
Authors: Reihlen Markus , Alexandra Apel Birgit
Published: April 2007

Purpose

Internationalization process research has conceptualized the cross‐border move of firms as a process of learning. Yet, little attempts have been made to develop a constructivist learning theory of the internationalizing firm. The aim of this paper is to apply a contemporary learning theoretical framework to analyze the internationalization of professional service firms.

Design/methodology/approach

A constructivist theory of learning is applied.

Findings

The paper explains learning during the internationalization process of professional service firms as a process of social interaction with the socio‐cultural environment. The paper outlines specific individual and social mechanisms through which firms acquire new knowledge when moving across borders and embed themselves into a new socio‐cultural market domain.

Research limitations/implications

The argument is theoretical in nature and has particular implications for future empirical research, which may investigate the specific social learning mechanisms of the internationalizing firm in particular professional service industries and cultural settings.

Originality/value

The application of a constructivist theory of learning to the internationalization of professional service firms is unique until now to the research field.
The management of innovation by frontrunner companies in environmental management and health and safety
Authors: Zwetsloot Gerard
Published: April 2007

A European case study on the relationships of environmental management and health and safety with an emphasis on innovation and organisational learning in five European frontrunner companies was carried out. Three major factors are regarded as essential conditions for the realisation of innovations: the willingness and capability of the company and the availability of relevant opportunities. This project focuses on the willingness and capability for innovation. The willingness to innovate is increased by increased financial profitability, manager’s awareness of strategic importance of environmental management, well defined qualitative aims and quantitative targets, striving towards continuous improvement, the creation of new business opportunities, the involvement of R&D, improved product design, striving towards improvement in the material and energy efficiency and proven successes in this area, and improved employee motivation. The capabilities for innovation are increased by visible management commitment, a corporate culture aiming at continuous improvement in all respects (TQM), cross functional co‐operation, EHS training and qualification programmes, networking with other companies or sites, stimuli for initiatives from employees, monitoring progress in behavioural aspects, and participation and improved employee involvement. Then three aspects are discussed: the different focuses in environmental (or EHS) management; the vital contribution of the cultural aspect; the growing meaning of the “softer” aspects of EHS Management. Finally the limitations of this study are discussed.
Smart and Safe Borders: The Logistics of Inbound Cargo Security
Authors: Prokop Darren
Published: April 2007

In this paper, the changes that have taken place since September 11, 2001 regarding cargo inbound to the United States are examined. An appraisal of the new rules proposed by the U.S. Bureau of Customs and Border Protection is provided along with an evaluation, using a game‐theoretic model, of how shippers and carriers may be expected to adapt to this new set of regulations. Since Canada is the most prominent trade partner of the United States, an overview of these changes in the context of the U.S.‐Canada border is presented.
The Product Development and Commercialization Process
Authors: Rogers Dale S. , Lambert Douglas M. , Knemeyer A. Michael
Published: April 2007

Product development and commercialization is the supply chain management process that provides structure for developing and bringing to market new products jointly with customers and suppliers. Effective implementation of the process not only enables management to coordinate the efficient flow of new products across the supply chain, but also assists supply chain members with the ramp‐up of manufacturing, logistics, marketing and other related activities to support the commercialization of the product In this paper, the product development and commercialization process is described in detail to show how it can be implemented. To do this, the process is described in terms of its sub‐processes and associated activities, and the interfaces with business functions, other supply chain processes and other firms. Examples of successful implementation are provided.
An e‐business model to support supply chain activities in construction
Authors: Cheng Eddie W.L. , Li Heng , Love Peter E.D. , Irani Zahir
Published: April 2007

A model for an e‐business infrastructure that can be used to support supply chain activities in construction is proposed. A virtual network structure that acts as a value‐added component of an e‐business infrastructure is used to improve communication and coordination, and encourage the mutual sharing of inter‐organisational resources and competencies. The e‐business infrastructure used to support the proposed network structure and the human, organisational and cultural barriers that may be encountered are presented and discussed. It is proffered that the proposed e‐business model not only will be of benefit to those organisations which operate in the construction supply chain, but also may be fit for other types of business‐to‐business e‐commerce when cooperation between business partners is necessary to improve organisational performance and gain a competitive advantage
Enterprise resource planning: analysing the impact
Authors: Kennerley Mike , Neely Andy
Published: April 2007

Describes a study that set out to evaluate the performance impact of a SAP R3 implementation. The SAP system was implemented by a major multinational business in four of its European plants. Qualitative and quantitative data were collected over a two‐year period, through surveys and interviews with systems users and by accessing company records. While users were able to identify the operational benefits of SAP, they were still doubtful at the end of the evaluation process whether the system had resulted in any significant positive financial benefits for the business. Two themes related to this observation are explored. First the time lag between operational improvements and subsequent financial impact. Second the importance of learning as a means of reducing the time lag. Learning in this context is a multi‐dimensional concept and covers learning how to use the system, learning how to improve the system and learning how to improve the implementation process.
A framework for analysing business performance, firm innovation and related contextual factors: perceptions of managers and policy makers in two European regions
Authors: Neely Andy , Filippini Roberto , Forza Cipriano , Vinelli Andrea , Hii Jasper
Published: April 2007

The aim of this paper is to propose a novel reference framework that can be used to study how different kinds of innovation can result in better business performance and how external factors can influence both the firm’s capacity to innovate and innovation itself. The value of the framework is demonstrated as it is applied in an exploratory study of the perceptions of public policy makers and managers from two European regions – the Veneto Region in Italy and the East of England in the UK. Amongst other things, the data gathered suggest that managers are generally less convinced than public policy makers, that the innovativeness of a firm is affected by factors over which policy makers have some control. This finding poses the question “what, if any, role can public policy makers play in enhancing a company’s competitiveness by enabling it to become more innovative?”
Failure mode and effects analysis using grey theory
Authors: Chang Ching‐Liang , Liu Ping‐Hung , Wei Chiu‐Chi
Published: April 2007

Conventional FMEA determines a risk priority number by multiplying the scores of three factors. However, the scores are obtained from subjective linguistic assessment, and the relative importance of factors is not considered. To improve the effectiveness, this study applies the grey theory to the failure mode and effects analysis. The results show that grey theory is much easier and more unbiased than traditional FMEA, and it can enhance product reliability and process stability by discovering potential problems during the stages of the product design and process planning.
Transformational leadership in schools – Panacea, placebo or problem?
Authors: Barnett Kerry , McCormick John , Conners Robert
Published: April 2007

Describes a study, which investigated the relationship between the transformational and transactional leadership behaviours of school principals in selected New South Wales state secondary schools with some teacher outcomes and aspects of school learning culture. Analysis suggested that there were two factors which were transformational, two factors which were transactional and one teacher outcome factor. Five school learning culture factors were identified. Furthermore, the transformational leadership behaviour (individual concern) was associated with the teacher outcomes – satisfaction, extra effort and perception of leader effectiveness. Contrary to what might be expected, transformational leadership behaviour (vision/inspiration) had a significant negative association with student learning culture. Significant interactions suggested that this relationship may be more complex than might be expected.
The process of self‐renewal among women headteachers in mid‐career
Authors: Oplatka Izhar , Bargal David , Inbar Dan
Published: April 2007

The purpose of this study was to expose the phenomenon of self‐renewal and its dynamic aspects among women headteachers in mid‐career. Based on findings from an exploratory study conducted among Israeli primary school women headteachers in their mid‐career period, the study presents the phenomenon of self‐renewal that was experienced by these headteachers. This phenomenon included elements such as coping with burnout crisis, critical inner reflection, reframing managerial perspectives, elation and energy replenishing and reinforcing innovative behaviors. A conceptual frame is presented in order to understand the process of self‐renewal and its contextual and biographic determinants which enable the existence of the phenomenon in mid‐career
The instructional leadership tasks of high school assistant principals
Authors: Celikten Mustafa
Published: April 2007

Examines the complex and varied instructional leadership tasks of high school assistant principals and factors that enhance or restrict the enactment of these tasks. Research on the assistant principal is not extensive and that on the assistant principal as an instructional leader is virtually non‐existent. It has been one of the main purposes of this study to investigate the instructional leadership roles of the assistant principal and to expand the information to the field of educational administration and research. The findings from this study would be particularly beneficial to practising secondary school administrators in designing a better job description for their assistant principals or in making a decision as to whether their students might be better served by the addition of an assistant principal.
Principal leadership of parent involvement
Authors: Griffith James
Published: April 2007

Strategies to increase parent involvement and its beneficial effects, in particular, among parents whose children traditionally have low academic achievement, abound in the educational literature. Yet, conspicuously absent is an empirical examination of the relation of principal behaviors on parent involvement. The present study analyzed survey data from principals regarding their behaviors and the relation of their behavior to survey data from parents regarding involvement in their children’s education. Among schools having higher concentrations of socioeconomically‐disadvantaged and non‐English‐speaking students, the roles of master teacher and missionary were associated with higher levels of parent involvement and the role of the gamesman with lower levels of parent involvement. Results suggest that the effectiveness of principal roles is dependent on the needs and life circumstances of socioeconomically‐disadvantaged school populations.
Real estate portfolio diversification by property type and region
Authors: Eichholtz Piet M.A. , Hoesli Martin , MacGregor Bryan D. , Nanthakumaran Nanda
Published: April 2007

Analyses data from the USA and UK to determine whether
diversification within a region by property type is better than
diversification between regions within a property type. Compares both
strategies to full diversification by both property type and region.
Calculates and compares property type and regional correlation matrices.
Produces efficient frontiers and calculates principal components to
determine if there are dominant property type or regional dimensions to
real estate returns. Suggests that for the USA a purely retail portfolio
diversified over all regions would have been almost as effective as a
fully diversified portfolio. In the UK, there is less diversity across
regions within retail property. Overall, there is no simple conclusion
applicable to all regions and all property types in either country.
Property cycles in the UK: an empirical investigation of the
stylized facts
Authors: McGough Tony , Tsolacos Sotiris
Published: April 2007

Applies the methodology adopted in contemporary business cycle
research on establishing the stylized facts of aggregate output
fluctuations, in the context of the office, industrial and retail
building cycle. The objective of the study is to identify the degree to
which cyclical regularities, which are in conformity with theoretical
modelling, are identified across property sectors. Undertakes a
statistical analysis of the cyclical properties of certain variables in
relation to the building cycle in the respective commercial property
sectors. The variables considered capture real economic conditions and
trends in both the property and investment markets. The findings
illustrate that certain variables display a cyclical pattern in relation
to the property cycles which is in accordance with theoretical
intuition. They also show that either other variables do not display any
cyclical relationship to the commercial building cycles or the
relationship does not conform to the predictions of the existing
theoretical treatment of property development.
Training in retailing: a guide for improving the supply of courses
Authors: Fernández Barcala Marta , Díaz Martín Ana Ma , Trespalacios Gutiérrez Juan A.
Published: April 2007

Aims to provide the entities and institutions that train retailers with a series of recommendations to improve the quality of the courses they organise and give, especially concerning the aspects where those actually receiving training detect the greatest shortcomings. Hence, the perceptions of the individuals attending the courses as well as the importance they give to each of the aspects considered to be relevant for evaluating the quality of training received have been analysed. To this end, a measurement instrument based on the SERVPERF scale has been developed and, according to the quality evaluations obtained, the retailers have been classified into homogeneous groups. Evaluating the quality of the training received, grouping the retailers, and detecting significant differences among the groups will enable the bodies organising and/or giving courses to diversify their offerings in terms of the characteristics of those receiving training. They will also be able to determine the strengths and weaknesses of these courses at an overall level as well as for each of the groups. Likewise, clues can be found to improve aspects of the training courses to which due attention may not be being paid at the present time.
An exploratory study on the cues that signal value to members in retail co‐operatives
Authors: LeBlanc Gaston , Nguyen Nha
Published: April 2007

Examines the concept of perceived value with data collected from 1,323 members in four retail co‐operatives. A set of six factors was found to have effect on members’ perceptions of the value of products and services they received from their retail co‐ops. In descending order of importance these factors are: the co‐operative form of organisation, contact personnel, in‐store specials, responsiveness, communication policy, and price comparisons. Price comparisons with the products/services offered by competing retail stores were found to have a negative impact on the members’ assessments of value. Moreover, when comparing value judgements on the basis of the variables, education and number of years the respondents had been with the co‐op, the results showed that the more educated the members were, the more likely they were to give feedback to the organisation. In addition, members that had been with the co‐op for one to three years were more apt to believe that management would respond to their suggestions than the respondents who had been with the co‐op for more than nine years. Implications for strategies that promise to create value and influence the members’ retention decisions are discussed.
The effects of perceived justice on satisfaction and behavioral intentions: the case of computer purchase
Authors: Teo Thompson S.H. , Lim Vivien K.G.
Published: April 2007

Extends existing research on consumers’ satisfaction and postpurchase behavioral intentions by applying the constructs of justice to retail settings. Data were collected through questionnaire surveys of undergraduates enrolled in a university in Singapore. Of the respondents, 94 per cent were Chinese. Results of structural equation modelling analyses suggest that three dimensions of justice – distributive justice, procedural justice, and interactional justice – are positively and significantly related to customers’ satisfaction with retailers. Contrary to expectations, no significant relationship was found between distributive justice and repatronage intentions. In turn, customers with greater retail satisfaction are more likely to repatronize the retailer and less likely to engage in negative word‐of‐mouth behavior. Distributive justice was found to be the most important predictor of retail satisfaction, while procedural justice could best predict repatronage intentions. Implications of the results and directions for future research are discussed.
A look at product attributes as enhancers of group integration among US and Korean consumers
Authors: Wickliffe Vanessa P. , Pysarchik Dawn T.
Published: April 2007

The framework of this paper was to examine the segmenting of consumers by the importance of group integration, and then determine if variations exists between these two groups as to the importance of product attributes when purchasing a product. Factory workers and students in the USA and Korea were surveyed with questions designed to measure group integration using an individualism/collectivism scale, and price and brand importance using a revised decision making scale cross‐culturally. The findings implied that consumers with individualist/collectivist characteristics exist in both Korea and the USA. It further implied that variations in the importance of product attributes exist between the groups. Price was found to be more important to collectivist in both cultures than to individualist.
Shrinkage, shoplifting and the cost of retail crime in Europe: a cross‐sectional analysis of major retailers in 16 European countries
Authors: Bamfield Joshua
Published: April 2007

A self‐report questionnaire was used to discover key shrinkage, theft and loss prevention data from 476 major European retailers (23 per cent of West Europe's retail turnover) in 16 countries for the financial year 2001‐2002. The response rate was 33 per cent. Shrinkage rates were found to vary considerably between countries with a weighted average of 1.45 per cent (1.42 per cent in 2000/2001), equivalent to €30,310 million (or $27,582 million). A total of 18.3 per cent of shrinkage was perceived to be caused by “internal error” rather than crime and this estimate is deducted from shrinkage to derive the crime figure. Retail crime cost retailers €30,407 million ($27,670 million). In contrast to US data, customer theft was seen as the most important crime cost, followed by employee theft, security costs and supplier theft. Stores apprehended more than 1.2 million thieves in 2001/2002, but passed only 25.7 per cent to the police.
Person location and person tracking ‐ Technologies, risks and policy implications
Authors: Clarke Roger
Published: April 2007

Many long‐standing technologies embody the ability to locate and track people. During the last couple of decades of the twentieth century, new technologies have been developed which greatly increase those capabilities. The nature of these technologies is described, and the processes identified whereby they are being applied to the serious detriment of civil freedoms. Implications are drawn for technology‐using organisations, for technology providers, for standards developers, for policy makers, and for privacy and data protection commissioners.
Interpreting socio‐technical co‐evolution
Authors: Kim Richard M. , Kaplan Simon M.
Published: April 2007

Purpose

This paper seeks to understand how software systems and organisations co‐evolve in practice during an IS engagement. Seeks also to argue that complex adaptive system theory (CAS) provides an excellent lens to study the motor of co‐evolution due to its ability to frame the strategies and reinforcement models of actors and to illustrate this by recounting four narratives of the interaction, selection and adaptation of actors arising from a longitudinal case study of an IS engagement. Then sets out to consider how the complexity of the engagement emerges from the interrelationship of these narratives and how the adaptive behaviour of the various actors is both a response to and a driver of co‐evolution within the engagement.

Design/methodology/approach

An interpretive case study was undertaken to examine the implementation of a novel academic scheduling and resource allocation system at a research‐intensive Australian university. The research was conducted over ten months, employing ethnographic methods and semi‐structured interviews. This analysis is conducted within the theoretical framework of CAS.

Findings

By analysing this case study it is demonstrated how CAS can help designers and managers of IS engagements conceptualise the attendant complexities that they encounter. It is also demonstrated how complexity within IS engagements emerges through the interactions and goal‐seeking behaviour of actors employing a variety of context‐bound strategies within neighbourhoods, and how the adaptive behaviour of the various actors is both a response to and a driver of co‐evolution within the engagement.

Originality/value

This work builds on Organization Science, Vol. 10 Nos 3 and 5, by applying CAS theory to organisational and IS research on co‐evolution, where the findings are grounded in a longitudinal case study and not computational models.
Scholarship and practice: the contribution of ethnographic research
methods to bridging the gap
Authors: Harvey Lynda J. , Myers Michael D.
Published: April 2007

Information systems research methods need to contribute to the
scholarly requirements of the field of knowledge but also need to
develop the potential to contribute to the practical requirements of
practitioners′ knowledge. This leads to possible conflicts in choosing
research methods. Argues that the changing world of the IS practitioner
is reflected in the changing world of the IS researcher and that
qualitative approaches to IS research help to bridge the gap between the
two domains of knowledge. Illustrates how this gap may be bridged
through discussing the ethnographic research method. Concludes by
assessing the contributions and limitations of this method to IS
research and practice.
Information systems and anthropology: and anthropological
perspective on IT and organizational culture
Authors: Avison David E. , Myers Michael D.
Published: April 2007

Considers the potential role of anthropology as a source discipline
for information systems. Although anthropology has been largely
neglected in the IS research literature, it is argued that important
insights can be gained by adopting an anthropological perspective on
information systems phenomena. Illustrates the value of an
anthropological perspective by looking at the relationship between
information technology and organizational culture. Shows that the
concept of culture has generally been used rather narrowly in the IS
literature, and argues that a more critical, anthropological view of the
relationship between IT and organizational culture is required.
Managerial control strategies within the networked organization
Authors: Wilson Francis
Published: April 2007

Identifies and reviews some theoretical developments central to the
critical analysis of the use of combined computer‐based systems and
quality management applications. While the advocates of these
applications propose that the emergent organizational configurations
provide employees with the opportunity for participation in decision
making, resulting in “empowerment” and the possibility of
personal fulfilment, argues that the networked organization may result
in a progressive commodification of social relationships which will
erode the meaning of true employee participation. Suggests that the
combination of networked computer‐based systems and the psychological
techniques which underpin the quality management methodologies, rather
than replacing the technologies of control identifiable in the
principles of scientific management and Fordism, provide an enhanced,
more insidious form of technical and cultural control designed to engage
the acquiescence of employees in order to maintain the efficiency of the
organization.
Applying quality to Leavitt’s framework to solve information technology problems
Authors: Grant Delvin , Mergen Erhan
Published: April 2007

Uses Leavitt’s framework as an instrument for solving the long product cycle time related problems experienced in a manufacturing information resource management function. A multi‐disciplinary quality team employing the framework and total quality principles abstracted the function into five related organizational factors of task, technology, people, communication and organizational structure. The team, aided by the framework, quality tools and DSS software, was able to understand fully how problems relating to the five factors contributed to the long product cycle time. The team was successful in reducing the cycle‐time from an average of 12 days to three days.
An investigation of tourists’ destination loyalty and preferences
Authors: Chen Joseph S. , Gursoy Dogan
Published: April 2007

Investigates the relationship between tourists’ destination loyalty and their preferences as to destination. Destination loyalty is operationally defined as the level of tourists’ perceptions of a destination as a recommendable place. On‐site surveys of Korean outbound travellers were conducted at the Seoul International Airport, South Korea, in March 1997. Of 285 questionnaires collected from Korean outbound travellers, 265 useful questionnaires are analyzed. Multiple regression analysis reveals that three destination preferences, including different culture experiences, safety, and convenient transportation, have a positive relationship with tourist’s loyalty to the destination. Results from a path analysis show that past trip experience affects tourists’ destination preference. The implications and limitations of the study are discussed in the conclusion.
Key performance indicators in European hotel properties: general managers’ choices and company profiles
Authors: Harris Peter J. , Mongiello Marco
Published: April 2007

This paper presents the development process, methodology and findings from the first stage of an ongoing collaborative research project undertaken to determine the performance indicators employed by hotel general managers. The main focus of the study is to gain a greater understanding of the decision‐making context in which general managers of national and international hotel chains use performance measures (with properties located in Europe). In particular, interest is directed at assessing the match between the “key indicators” used by general managers, their “interpretation” of the indicators and the use made of the indicators for “decision‐making”. By drawing upon theoretical concepts and empirical evidence in the literature, the content examines performance measurement in a hotel industry context and presents the analysis and evaluation of quantitative results.
Reflecting on changes in operational training in UK hospitality management degree programmes
Authors: Alexander Matthew
Published: April 2007

Purpose

The aim of this conceptual paper is to assess the continued relevance of operations based training within hospitality management higher education programmes. The paper explores the purpose of a hospitality management degree programme and how this might have impacted upon curriculum development and the student learning experience.

Design/methodology/approach

The paper attempts to draw together writing on some of the key issues surrounding operations based training including balancing preparedness for industry with providing a true higher education experience and the growing clamour for a more liberal approach to hospitality education.

Findings

The paper identifies and discusses two UK programmes that have made significant changes to their operations provision.

Originality/value

The paper further explores issues around the debate into the hospitality curriculum adding a valuable dimension concerning operational training.
The Visitor Journey: the new road to success
Authors: Lane Mandy
Published: April 2007

Purpose

The purpose of this case study to explain how the Visitor Journey framework was used by the London Development Agency to improve the accessibility of London as a tourist destination for disabled and non‐disabled visitors.

Design/methodology/approach

The Visitor Journey is a new approach to developing tourism strategies that is centred entirely around the visitor. It follows the visitor through a sequence of events and emotions from the initial planning stages, to leaving the home environment, through the return journey and beyond as a continuous visitor journey. The framework consists of six key interrelated stages.

Findings

This study highlights how the visitor encounters the services of a vast range of organizations and businesses during a trip. It shows how the framework becomes particularly powerful when it is used by a whole range of organizations within a destination or region. By using it the London Development Agency identified a range of actions that they needed to take with their partners to improve the quality of the overall experience for the visitor.

Practical implications

Providing the needs of the visitor or customer are considered first, the Visitor Journey framework can be applied to virtually any project, or specific market segments such as families, walkers, and those with disabilities. It can be used by individual organization to improve their own individual performance but has most impact when used collaboratively with partners.

Originality/value

This paper outlines a new approach to developing tourism strategies and is of value to any organization with a stake in the tourism industry.
Productivity, quality and relationship marketing in service operations
Authors: Gummesson Evert
Published: April 2007

The purpose of this article is to draw the reader’s attention to service productivity and its connection to service quality and eventually to profits. In service operations the customer plays an active role in influencing productivity and quality. Furthermore, contemporary companies are networks, not delimited hierarchies, and the productivity and quality issues affect all members of a network, not just the provider and the customer. This is clear from the new developments in relationship marketing and imaginary (virtual) organizations. In order to assess the financial outcome, the concept of return on relationships is introduced based on the notions of intellectual capital and the balanced scorecard. The article ends with challenging questions as well as recommendations for practising managers.
On a responsive supply chain information system
Authors: Lau H.C.W. , Lee W.B.
Published: April 2007

Attempts to propose an infrastructure of a supply chain information system, focusing on the component modules necessary for the building up of such a system with a description of the creation of these modules. The proposed supply chain information system embraces the concept of distributed object technology to enable efficient data exchange among various data objects which may reside in distributed platforms over geographically isolated regions, thereby leveraging the responsiveness of the supply chain network. The significance of contribution of this research is the provision of a cross‐platform data exchange system which is able to facilitate the formulation of a customer‐driven supply chain network, thereby enhancing the competitive edge of companies on a local and global basis.
Genetic optimisation of a fuzzy distribution model
Authors: López González Enrique , Rodríguez Fernández Miguel A.
Published: April 2007

Distribution problems deal with distribution from a number of sources to a number of destinations. Each source offers amounts of goods, while each destination demands quantities of these goods. The object is to find the cheapest transporting schedule that satisfies demand without violating supply restraints. In this paper we propose the use of fuzzy sets to represent the provisional information related to costs, demands and other variables. Moreover, we suggest including the problem of shortest route for the distribution vehicles. Finally, to solve this complex problem we propose using a genetic algorithm with a fuzzy fitness function.
Some logistics realities in Indochina
Authors: Goh Mark , Ang Argus
Published: April 2007

Indochina has undergone tremendous change in the past decade to achieve good economic performance. However, the continuation of this strong economic performance depends on an efficient logistics infrastructure. Examines the region’s logistics realities. Specifically, the paper finds that the logistics infrastructure is still rather backward with inadequate transportation networks, inefficient customs procedures, and basic materials handling facilities. Based on this, proposals are made regarding some strategies for managers, MNCs and logistics providers who are keen to enter this emerging market.
Profiling international freight forwarders: an update
Authors: Murphy Paul R. , Daley James M.
Published: April 2007

Provides results from a recent empirical study of US‐based international freight forwarders (IFFs). Compares IFF demographics with those from previous empirical research and finds that the IFF industry is still dominated by small companies and that IFFs continue to diversify their revenue bases. Presents information concerning contemporary issues affecting the forwarding industry and finds that IFFs generally view the Internet as a complement to, rather than a substitute for, EDI.
Odysseys: analysing service journeys from the customer’s perspective
Authors: Gyimóthy Szilvia
Published: April 2007

This paper studies tourism‐related service processes from the customer’s perspective, acknowledging the extraordinary and hedonic nature of these offerings. Instead of looking at a chronological journey of different service phases, the entire tourist experience is analysed in a socio‐cultural context. By revealing this deeper context, the study provides an alternative explanation of customers’ perceptions of tourism destinations and service providers.
An evaluation of factors influencing teamwork and customer focus
Authors: Adebanjo Dotun , Kehoe Dennis
Published: April 2007

Teamwork and customer focus are important aspects of total quality. The research described in the paper investigated change agents and activities that affect development of these areas. Effects of human motivation and work attitude factors on teamwork and customer focus were investigated using questionnaires and structured interviews involving more that 150 companies. Companies were differentiated into TQ‐practising and non‐TQ‐practising organisations. Preliminary findings indicated poor levels of teamwork and an inability to achieve a breakthrough in customer focus. An analysis of results led to the determination of the vital change agents enabling development in the two areas. A framework involving a description of change activities was developed to assist companies in the development of customer focus and teamwork.
Service quality and e‐commerce: an exploratory analysis
Authors: Cox J. , Dale B.G.
Published: April 2007

Examines the applicability of determinants identified in a physical services environment to assess the services relating to e‐commerce. It is argued that the lack of human interaction during the Web site experience means that determinants such as competence, courtesy, cleanliness, comfort and friendliness, helpfulness, care, commitment, flexibility are not particularly relevant in e‐commerce. On the other hand, determinants such as accessibility, communication, credibility, understanding, appearance, and availability are equally applicable to e‐commerce as they are in physical services. The paper argues the need for further research to identify suitable determinants for the e‐commerce operating environment.
Managing customer expectations in professional services
Authors: Ojasalo Jukka
Published: April 2007

This article is based on an empirical study and describes an approach for managing customer expectations to achieve long‐term quality and customer satisfaction in professional services. Professional services are somewhat different from other types of services, and often so are customer expectations. This article describes three types of expectations typical in the professional services context: fuzzy, implicit, and unrealistic. These types of expectations may represent a dangerous pitfall for long‐lasting customer satisfaction. Managing expectations is important since service quality and satisfaction result from how well the actual service performance, in other words the service process and outcome, matches the expectations. Much can be done to achieve long‐lasting satisfaction with sophisticated expectations management. This article suggests that making fuzzy expectations precise, implicit expectations explicit, and unrealistic expectations realistic, facilitates long‐term quality and customer satisfaction. The expectations‐management approach introduced in this article is particularly important when the goal is to create long‐term customer relationships.
The perceived service quality concept – a mistake?
Authors: Grönroos Christian
Published: April 2007

Compares traditional marketing models to service marketing models, stating that the most important characteristic of services is the fact that services are processes, not things. A service firm has no products, only interactive processes. Whereas the consumption of physical products can be described as “outcome consumption”, the consumption of services can be characterized as “process consumption”. In this context, describes the development of the perceived service quality concept.
Numerical analysis of a primary surface trapezoidal cross wavy duct
Authors: Utriainen Esa , Sundén Bengt
Published: April 2007

A three‐dimensional numerical study was conducted to assess the hydraulic and heat transfer performance of a primary surface type heat exchanger surface, called the trapezoidal cross wavy (TCW) duct. This duct is similar to the ducts being used in compact recuperators manufactured by Solar Turbines Inc. The governing equations, i.e. the mass conservation equation, Navier‐Stokes equations and the energy equation, are solved numerically by a finite volume method for boundary fitted coordinates. Periodic boundary conditions are imposed in the main flow direction. In this particular case laminar convective flow and heat transfer prevail. Owing to the complex geometry a complicated secondary flow pattern appears in the cross‐sectional planes. Details of the recuperator ducts and the numerical method, as well as relevant results, are presented. The overall results are also compared with corresponding results (i.e. Nu numbers, friction factors) of straight ducts with various cross‐sectional shapes.