bluuebunny/crossref_metadata_2025 huggingface dataset:
A framework for systemic analysis of complex issues
Authors: Keating Charles B. , Kauffmann Paul , Dryer David
Published: January 2003

This paper introduces a systems‐based framework to facilitate structured analysis of complex issues. The framework was created out of a management development effort with the primary emphasis on development of systems problem‐solving skills through analysis of complex operational issues. Drawing from systems science, the strength of the approach rests inthe holistic analysis of structure, relationships, and emergent dynamics of problematic situations. The fundamental systems principles underpinning the approach are developed to provide an essential “systems background” as a foundation for the framework. The utility of the framework is discussed with respect toresults from an application in an organizational setting. The paper concludes with a discussion of the implications and limitations of the framework for development of systemic thinking and complex problem analysis.
Managerial competencies and the managerial performance appraisal process
Authors: Abraham Steven E. , Karns Lanny A. , Shaw Kenneth , Mena Manuel A.
Published: January 2003

Uses survey research to investigate two general questions concerning managerial competencies and performance appraisal: whether a set of managerial competencies currently being used by organizations to describe successful managers can be identified; and whether organizations are appraising these same competencies as part of their managerial performance appraisal processes. The six competencies most often identified as critical to managerial success appear to be proper choices, given the discussion of the attributes needed for a competency to be effective. The results also show, however, that many of these same organizations are not appraising these competencies in their managerial‐performance appraisal processes. Concludes that failure to appraise the competencies reduces the effectiveness of the competencies and the managerial performance appraisal programs.
Developing corporate culture as a competitive advantage
Authors: Sadri Golnaz , Lees Brian
Published: January 2003

Defines the concept of corporate culture and shows how it affects organizations (both positively and negatively). Corporations that have been successful in establishing and fostering positive cultures are profiled. The authors find that an effective culture must be aligned with employee values and be consistent with the environment in which the organization operates. While it is best to establish a positive culture with which employees can identify during an organization’s infancy, it is possible to change an existing culture. Such change is best accomplished by modeling desired behavior at all levels of management and by planning events that foster frequent interaction among cross‐functional employees. Concludes that a positive culture can provide a significant competitive advantage.
The structural assessment of caravan holiday homes
Authors: Chaplin Paul , Scott‐Boyle Ola
Published: January 2003

Discusses the structural testing and subsequent calculations for caravan holiday homes to withstand snow‐loading criteria set out in EN BS 1647:1999. The project was undertaken as part of the requirements of a teaching company scheme.
Construction of dwellings and structures in ancient China
Authors: Sui Pheng Low
Published: January 2003

Construction works, which contributed to the built environment of the primitive, slave and feudal societies in ancient China, constitute an important component of Chinese history. This paper discusses the nest and cave dwellings as well as the tools used in the primitive society (before 2100 BC) of China. Construction works in the Slave Society (2100‐500 BC) encompassed the construction of city walls as well as wood and earth structures, covering roofs, wall and floor facing, and drainage facilities. The invention of new building materials and construction tools as well as standardization in working procedures and material consumption are discussed in “Feudal society” (221 BC‐AD 1840). The paper suggests that the more than 5,000 years of rich history of construction works in China should not be ignored.
The significance of cracks in low‐rise buildings
Authors: Johnson Roger W.
Published: January 2003

This paper suggests a framework for the systematic investigation of cracking in low‐rise buildings. The procedure to follow is described in detail and monitoring equipment is recommended. A data‐gathering and assessment methodology is presented and the important question of whether the cracking is “significant” is considered.
Throwing the baby out with the bathwater?
Authors: Egan John
Published: January 2003

Looks at the dominance of relationship marketing (RM) in the current marketing debate and challenges some of the notions which appear to have grown up around the concept. In particular looks at a number of aspects of RM, which, despite the rhetoric, remain largely unsubstantiated. Examines the various claims of RM as a “new marketing paradigm”, whether it represents a united and cohesive force and if this is perceived as such by both academics and practitioners. Looks at the economic arguments underlying RM and whether they stand up to rigorous scrutiny and at consumers’ responses to relational strategies. Finally, questions the “satisfaction/loyalty/profit” hypothesis frequently suggested as the underlying model for RM.
The relationship of logistics to supply chain management: developing a common industry definition
Authors: Lummus Rhonda R. , Krumwiede Dennis W. , Vokurka Robert J.
Published: January 2003

Over the past few years there has been confusion and disagreement among general business practitioners and operations professionals concerning the terms “logistics” and “supply chain management”. Various formal definitions have been offered for both terms. In addition, the common usage of each term in industry varies. Business terms are often defined over time, by the common use or application of the term. Examines the historical definitions of both terms, looks at current practitioner views of the terms, and proposes a hierarchy for the relationship between logistics and supply chain management.
A unified framework of manufacturing systems design
Authors: Wu Bin
Published: January 2003

Aims to set systems thinking into the context of manufacturing systems management (MSM), which is defined as a functional domain that involves the necessary activities such as design, implementation, operations and monitoring, needed to regulate and optimise a manufacturing system as it progresses through its life cycle. Based on a number of key principles of systems theory, results from an extensive analysis of the relevant methodologies and techniques, and data gathered through industrial practice, a conceptual MSM framework is proposed. This framework specifies the key functional areas of MSM, outlines the contents and relationships within them, and then logically integrates these into a closed loop to provide the basis for the development of a set of consistent parameters and procedures. Its aim is to help achieve understanding of the problem domain, and to provide guidance for the development of effective mechanisms and tools for future MSM activities. A number of cases to illustrate its industrial application are also presented.
Organizational learning in a high‐tech environment: from theory to practice
Authors: Gupta Atul , Thomas Glen
Published: January 2003

Organization learning has assumed a major role in modern management as a tool for coping with change and uncertainty. Organizations must adapt to shifting demands in an environment where chaos is common. The organizations which can make such changes and thrive are those which embrace the philosophy of organizational learning. This paper is an attempt to assess the application of organization learning concepts using a real organization.
Defining the customer’s expectations in e‐business
Authors: Gilioli Rotondaro Roberto
Published: January 2003

E‐commerce has recently generated, at a very fast rate, a lot of new techniques trying to win customers and make money. The success of these techniques can only be real if the customer recognizes them and, most important of all, starts buying from you. This paper deals with discovering an e‐commerce user’s expectations that make them qualify and choose an e‐business supplier. To accomplish this, we use the “critical incident technique”. This method results in a hierarchical relationship between critical incidents, satisfaction items and customer’s needs, that are related to quality dimensions. The quality dimensions obtained changed in relation to the traditional service quality dimensions, showing that after a period of experience, the customer starts to establish his/her quality standards and take decisions based on these standards. Both the surviving and the successful companies are those which will learn to identify, understand and satisfy these needs.
The role of trust, quality, value and risk in conducting e‐business
Authors: So May W.C. , Sculli Domenic
Published: January 2003

Risks and uncertainties inherent in the Internet often deter consumers from using it as a shopping channel. Companies usually assume that advanced technologies will solve such problems. This paper argues that many of these problems require non‐technical solutions: solutions that are associated with good business practice. Customer feedback may not only raise technical issues such as security and privacy, but also non‐technical issues such as guaranteed delivery time and the ability to talk live to customer services representatives for help. This paper analyses four aspects of running a business – trust, quality, value, and risk – in an Internet setting and offers three solutions. While there is no complete guarantee of sustainability and profitability in any business, the careful consideration of the issues discussed will help shield the business from pitfalls, which if not detected and dealt with, can cause the closure of an otherwise healthy business.
Fire safety facilities assessment for karaokes
Authors: Chow W.K. , Lui Gigi C.H.
Published: January 2003

Consequent to an arson fire killing 17 persons in a Hong Kong karaoke in 1997, fire safety provisions in karaokes has raised public concern. Government officers and the services industry have agreed to upgrade fire safety provisions. But before deciding what to do, facilities for the existing karaokes are the subject of a review. A simple fire safety ranking system was proposed in 1999 for existing karaokes. They were grouped on the basis of their fire facilities and management system. The system was criticized for being inapplicable to local industry, as a result of failing to solicit views from the services industry. That system has since been revised. Trial runs in 19 existing karaokes were carried out in 2000. Now, the system is more suited for local use as it is simple. Hence advocates the use of the system to the Hong Kong Fire Authority for assessing fire safety of existing karaokes.
Performance measures for library networked services and resources
Authors: Poll Roswitha
Published: January 2003

The paper presents performance indicators for the library’s electronic services. Traditional performance indicators were meant for libraries with print collections and lending services. In several projects and international cooperation indicators have been developed for library networked resources and services. The paper describes the problems of data collection and gives definitions for the electronic collection and the different steps of using electronic services.
Future development of electronic journals: a Delphi survey
Authors: Keller Alice
Published: January 2003

This paper presents the results of an international and interdisciplinary Delphi survey on the future development of electronic journals. The expert panel comprised 45 scientists, publishers, librarians, journal agents and consultants. The survey covered five areas of interest regarding e‐journals: future role of scholarly journal literature; scenarios for the journal of the future; serials crisis; archiving of e‐journals; and new pricing and access models. The Delphi survey studied changes expected within the next five to ten years. The results are discussed and indicate that, throughout their 300‐year history, journals have never been faced with as many changes as we are experiencing now, or expect to see within the next five to ten years.
Internet connectivity and services in Kenya: current developments
Authors: Mutula Stephen M.
Published: January 2003

The paper reviews the current status of Internet development in Kenya. Factors affecting Internet development such as telecommunications, national information network infrastructure, the economy and electricity supply are discussed. The way forward is outlined.
A modification to particle swarm optimization algorithm
Authors: Fan Huiyuan
Published: January 2003

In this paper, a modification strategy is proposed for the particle swarm optimization (PSO) algorithm. The strategy adds an adaptive scaling term into the algorithm, which aims to increase its convergence rate and thereby to obtain an acceptable solution with a lower number of objective function evaluations. Such an improvement can be useful in many practical engineering optimizations where the evaluation of a candidate solution is a computationally expensive operation and consequently finding the global optimum or a good sub‐optimal solution with the algorithm is too time consuming, or even impossible within the time available. The modified PSO algorithm was empirically studied with a suite of four well‐known benchmark functions, and was further examined with a practical application case, a neural‐network‐based modeling of aerodynamic data. The numerical simulation demonstrates that the modified algorithm statistically outperforms the original one.
The human values’ lenses of country of origin images
Authors: Balabanis George , Mueller Rene , Melewar T.C.
Published: January 2003

By using a core element of culture, human values, the paper seeks to identify patterns in the way individuals perceive other countries and their products. Based on the above a conceptual framework and a set of hypotheses were developed. Variables such as direct contact with a country, fluency in a country’s language as well as demographic differences are included as control variables. Results indicated that human values can predict better country of origin images than other variables. However, the predictive ability of different human values was inconsistent across the two samples, suggesting that the context within which values are developed is important.
Segmenting the Arab markets on the basis of marketing stimuli
Authors: Souiden Nizar
Published: January 2003

Despite the differences among Arab markets (e.g. market size, per capita income, etc.), the existence of numerous important commonalities among the region’s consumers may encourage marketers to adopt across the region’s countries a more integrated marketing strategy based on the principle of market segmentation. For that purpose, the present article proposes a conceptual framework of international market segmentation. The conceptual framework is then tested and supported by empirical research. The results show the existence of a number of thriving consumer segments that transcend national boundaries and which share similar needs and preferences. The findings indicate that in order to approach Arab markets with more efficient marketing strategies, multinationals are requested to standardize their marketing plans to each segment while differentiating their strategies among the different segments. By applying such an approach, the decision maker will be able to identify the relevant marketing variables that may affect consumer decisions and hence know what he must do in order to cater to selected market segments.
National identity and NATID
Authors: Chi Cui Charles , Adams Edward I.
Published: January 2003

The national identity scale (NATID) was recently reported in the literature for identifying the core elements that define the uniqueness of a given culture or nation in so far as their association with marketing is concerned. This study examined the conceptual strengths and empirical limitations of NATID, and assessed the relevance of the national identity construct in Yemen. Confirmatory factor analysis of the data from a sample of 208 Yemeni respondents revealed that the NATID scale did not fit the Yemeni data. Modification of the scale was made through exploratory and confirmatory factor analyses, which resulted in four dimensions in two alternative models similar to NATID. Results from the second‐order confirmatory factor analysis of the two alternative models supported NATID’s multi‐dimensionality of the national identity construct in the Yemeni context. Implications for future research are discussed and limitations noted.
The key determinants of Internet banking service quality: a content analysis
Authors: Jun Minjoon , Cai Shaohan
Published: January 2003

Focuses on the issues associated with Internet banking service quality. Customer anecdotes of critical incidents in Internet banking were content‐analyzed. Identified a total of 17 dimensions of Internet banking service quality, which can be classified into three broad categories – customer service quality, banking service product quality, and online systems quality. The derived dimensions include: for customer service quality, ten dimensions such as reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, collaboration, and continuous improvement; for online systems quality, six dimensions such as content, accuracy, ease of use, timeliness, aesthetics, and security; and for banking service product quality, one dimension of product variety/diverse features. Also revealed that, in terms of frequency of references to the 17 dimensions, no substantial differences exist between Internet‐only banks and traditional banks offering Internet banking service. The most frequently mentioned dimensions, as the main sources of satisfaction or dissatisfaction, were reliability, responsiveness, access, and accuracy. Some suggestions and recommendations were provided to improve the Internet banking service quality and, in turn, customer satisfaction.
Patterns of purchase loyalty for retail payment methods
Authors: Wright Malcolm
Published: January 2003

While retail payment instruments generate more revenue than many fast moving consumer goods (FMCG) categories, surprisingly little is publicly known about market structure and purchase loyalty. This paper reports a study of shoppers’ use of payment methods in three New Zealand retail categories (n = 310). The study identified shoppers’ “main” and “other” payment methods, and examined relative penetration, patterns of purchase loyalty, and repertoire size. The results showed that well‐known patterns of FMCG purchase loyalty also applied to retail payment methods. These patterns were stable across categories, implying retail payment methods are a mass market rather than a segmented market. The results also showed that, despite New Zealand being one of the most advanced cashless societies in the world, the market for electronic funds transfer at point of sale (EFTPoS) is far from saturated. This knowledge should prove useful for practitioners seeking to understand patterns of competition in retail payment methods, and for academics hoping to apply models of consumer behaviour to financial services.
Estimating customer defection in personal retail banking
Authors: Garland Ron
Published: January 2003

Using Juster’s probability scale, this study examines a sample of 881 customers’ self‐reported estimates of probable defection from their main bank. One year later these customers’ statuses with their main bank were reviewed, allowing comparison of intended with actual defection. This methodology allows not only investigation of the Juster scale’s performance in a “subscription” type market but also identification of those customers with a predisposition to switch banks. Bank management can then decide if and how they might address their switch‐prone customers. Respondents were asked to allocate their probability of closing all accounts at their main bank in the next 12 months. The sample estimate was 10 percent while the actual defection result was 5 percent. While this may seem somewhat inaccurate, similar studies in the literature report the tendency of the Juster scale to over‐estimate switching behaviour, but its estimates have consistently proved superior previously to those derived from attitudinally based intention‐to‐buy scales and at least the equal of the Conversion Model.
What makes contact employees perform? Reactions to employee perceptions of managerial practices
Authors: Chebat Jean‐Charles , Babin Barry , Kollias Paul
Published: January 2003

Which type of managerial control makes bank contact employees more likely to perform so called prosocial behavior toward their customers (i.e. behaviors which contribute to the bank’s positive image, perceived good service and customers’ satisfaction)? Four types of formal controls are considered here: training, behavioral control, pay administration and managerial orientation. An empirical study performed in six branches of a charter bank shows that pay management has the strongest effect on service employee prosocial behavior. Training also affects prosocial behavior significantly, but not as strongly as does perceived pay fairness. In addition it is shown that pay is the primary contributor to these employees’ perceived workplace fairness.
The revised self‐leadership questionnaire
Authors: Houghton Jeffery D. , Neck Christopher P.
Published: January 2003

Despite the popularity and potential of self‐leadership strategies in modern organizations, no acceptably valid and reliable self‐leadership assessment scale has heretofore been developed. The present study tests the reliability and construct validity of a revised self‐leadership measurement scale created on the basis of existing measures of self‐leadership. Results from an exploratory factor analysis (EFA) demonstrate significantly better reliability and factor stability for the revised scale in comparison to existing instruments. Further, results from a confirmatory factor analysis (CFA) utilizing structural equation modeling techniques demonstrate superior fit for a higher order factor model of self‐leadership, thus providing evidence that the revised scale is measuring self‐leadership in a way that is harmonious with self‐leadership theory. Based on these results, the revised scale appears to be a reasonably reliable and valid instrument for the measurement of self‐leadership skills, behaviors, and cognitions. Implications for future empirical self‐leadership research are discussed.
Power distance as a moderator of the relationship between justice and employee outcomes in a sample of Chinese employees
Authors: Begley Thomas M. , Lee Cynthia , Fang Yongqing , Li Jianfeng
Published: January 2003

Power distance was tested as a moderator of the relationship between justice concerns and employee outcomes in a sample of employees in the People’s Republic of China. Two hypotheses were developed based on the quality of authority‐member relations prescribed by the relational model of authority in groups. In two‐way interactions, higher power distance combined with procedural justice to predict employee outcomes, whereas lower power distance combined with distributive justice.
Moderators of the openness to experience‐performance relationship
Authors: Burke L.A. , Witt L.A.
Published: January 2003

Contrary to expectation, the relationship between openness to experience and performance has been non‐significant in prior research. We proposed and ultimately demonstrated, using a sample of 114 financial services employees, that other personality variables – including extroversion and emotional stability – moderate this relationship and help to account for prior findings. Implications for research and practice are addressed.
The absence bug: a treatable viral infection?
Authors: McHugh Marie
Published: January 2003

Absenteeism from work may be viewed as a viral infection which adversely affects, and is affected by, the overall health of the organisational system. Thus it is argued that in developing an effective treatment for this bug, it is essential that the underlying causes of the condition are highlighted, and their effects on the health of the organisation be explored. Based on the findings of a study into employee absenteeism within local government organisations in Northern Ireland, it is argued that in order to effectively treat infections which cause and are caused by employee absence, organisations must adopt an approach which is holistic and systemic. The latter is likely to foster the creation of more healthy work organisations which are well placed to deal effectively with the challenges presented by hostile and turbulent operating environments.
Behavioral aspects of government financial management
Authors: Dittenhofer Mortimer A.
Published: January 2003

Financial management in government is unique because of the basic differences between the operation of organizations in the public and private sectors. Regardless, financial management is conducted by people and people react differently because of these unique characteristics in government operations. These basic differences are identified and described and their impact on managers and accountants are presented. Motivation and the management of change are given emphasis as are the factors that tend to improve productivity in the government financial management operation.
Reengineering the internal auditing organization
Authors: Dittenhofer Mort
Published: January 2003

Internal auditing has during the 1990s become a dynamic discipline. Most of this change has been the result of the progressive approach taken by the leaders of the profession in applying the technological and behavioral innovations and advances in thinking to an operation that has tended in the past to be conservative and reactionary. The new approaches are substantial in number and individual in context. The trend is to group the following areas: philosophical, methodological and operational. The constantly evolving changes require that internal auditing itself be constantly evaluated to ensure that it is functioning efficiently and effectively.
How the mighty have fallen: the naked truth about TQM
Authors: Nwabueze Uche
Published: January 2003

This paper focuses on the legacy which the quality gurus have left to managers seeking to embark on, and sustain, a corporate quality initiative. The paper demonstrates that the legacy consists of prescriptions which are not the subject of consensus and which fail to provide the holism demanded by the term “total” in total quality management (TQM). In addition, the paper considers the abstract requirements of an implementational model of TQM and the implementational models which are currently available, by offering a new model that accords with the philosophy underpinning TQM. In the final analysis, by using an empirical example of an attempt to implement TQM in the NHS, the paper further reveals that many of the barriers to implementation can best be removed through adherence to the new model rather than by following the prescriptions of the quality gurus.
An audit of leadership styles in e‐commerce
Authors: Cope Owen , Waddell Dianne
Published: January 2003

Inevitably the adoption of any new technology brings about change but e‐commerce is significantly different in that it completely shifts global business into a fast‐paced electronic environment. The old notions of management are totally ineffective and a new style, focused on “leadership”, is required – but what style of leadership? The findings of an audit on leadership styles indicate that organisations that have successfully integrated e‐commerce have exhibited a unique approach. Using a change management matrix, which determines the impact of change versus leadership style within an organisation, 182 Australian managers were audited and positioned within this matrix. It was found that within the most successful organisations, leaders had a distinctive style that facilitated the appropriate change and established a conducive e‐commerce environment.
EBM and risk ‐ Rhetorical resources in the articulation of professional identity
Authors: McLaughlin Janice
Published: January 2003

Evidence‐based medicine (EBM) has become a major theme within health care. This has fuelled a significant debate about its role in reducing risk and its possible impact on professional autonomy. Challenges arguments that propose that EBM is a threat to professional power and status by looking at how evidence, risk and professional knowledge come to have meaning. The objective is to deconstruct all three as discursive constructions whose meanings are malleable and embedded in social and power relations. By drawing on sociological debates about the social construction of evidence, risk and professional autonomy indicates the ways in which EBM is neither a rational alternative to the seemingly unending risks of contemporary medicine, nor in opposition to professional status. Instead it concludes by arguing that EBM and notions of risk are rhetorical resources in the articulation of professional autonomy and identity.
Evaluating self‐managed integrated community teams
Authors: Hurst Keith , Ford Jackie , Gleeson Cath
Published: January 2003

After briefly describing self‐managed integrated community teams, the authors explore potential and actual methods of evaluating their structures, processes and outcomes. Primary health care staff in three comparable sites were studied using non‐participant observation, interviews, focus groups and questionnaires. After describing the fieldwork, the authors examine integrated team structures, which are characterised by a large number of barriers that integrated teams face. Processes surrounding different working practices are explored next. Ways of unifying health care professional practice in integrated teams are suggested using evidence from both the literature and fieldwork. Outcomes that emerged after one year of the new teams’ lives are discussed in detail. The difficulty in establishing acceptable outcomes, especially the validity and reliability of outcome measures, is considered. Throughout, the positive and negative aspects of integrated teams emerging from the fieldwork are compared and contrasted with issues in the literature. Finally, recommendations are made to help strengthen integrated teams in the UK.
Labour‐management forums and workplace performance
Authors: Wagar Terry H. , Rondeau Kent V.
Published: January 2003

Many health care workplaces are adopting more cooperative labour‐management relations, spurred in part by sweeping changes in the economic environment that have occurred over the last decade. Labour‐management cooperation is seen as essential if health care organizations are to achieve their valued performance objectives. Joint labour‐management committees (LMCs) have been adopted in many health care workplaces as a means of achieving better industrial relations. Using data from a sample of Canadian union leaders in the health care sector, this paper examines the impact of labour‐management forums and labour climate on employee and organizational outcomes. Research results suggest that labour climate is less important in predicting workplace performance (and change in workplace performance) than is the number of LMCs in operation. However, labour climate is found to be at least as important in predicting union member satisfaction (and change in member satisfaction) as is the wide adoption of LMCs in operation. These findings are consistent with the notion that the greater use of LMCs is associated with augmented workplace performance (and a positive change in workplace performance), notwithstanding the contribution of the labour climate in the workplace.
Liquid photoimageable soldermask application methods and their influence on processing
Authors: Tibbals Shaun
Published: January 2003

Describes the application methods currently available for liquid photoimageable (LPI) soldermasks and discusses how these different methods influence the soldermask's processing and its capability at the three main processing stages of coating, drying and imaging. The paper concludes with a description of the use of an evaluation matrix based on LPI application key success factors (KSF) derived from current and future demands.
The recycling of 25 litre plastic drums used to supply process chemistry into the printed circuit board (PCB) and metal finishing industries
Authors: Geraghty Kate
Published: January 2003

Twenty five litre plastic drums are widely used throughout industry and find application in the printed circuit board (PCB) and metal finishing sectors for the supply of process chemistry to manufacturers. These drums represent an important source of recyclable high density polyethylene since the containers are made of single polymer and constitute an easily recognisable waste stream that provides a homogeneous recyclate. This paper summarises some of the obstacles that have to date inhibited the recycling of the containers used in the PCB and related sectors. It also details work to identify a viable recycling pathway and describes a number of real applications in which the recyclate can be put to use. The issues of contamination that have prevented recycling of these containers are also discussed and plans to establish a proposed industrial cross‐sectoral recycling scheme are also outlined.
Salary compression and inversion in the university workplace
Authors: O’Boyle Edward J.
Published: January 2003

There are two grounds in the USA for bringing a claim of race or gender discrimination: discriminatory intent; and discriminatory effect. As to age discrimination, however, a plaintiff is allowed to bring a claim only on grounds of discriminatory intent. Argues that, with regard to age discrimination in the university, discriminatory effect and discriminatory intent are one: discriminatory intent is hidden inside certain employment practices which appear to be “facially neutral” but are not. In other words, stripped of its disguises discriminatory effect which persists is discriminatory intent. Identifies five strategies to disguise disparate treatment as disparate impact: resistance, pretense, evasion, denial and approval. Explains how a specific university employed these five strategies to hide its discriminatory intent behind discriminatory effect.
Information fluency: critically examining IT education
Authors: Reffell Pete , Whitworth Andrew
Published: January 2003

IT education has become a key skill for higher education students, but the teaching of this subject is often ineffective. Office‐related, “button‐pushing” skills are passed onto students via standardised packages with little regard for context and individual needs. Attempts to use IT to foster more critical and foundational faculties are lacking. The potential impacts of this approach are investigated with the aid of the critical theory of Jürgen Habermas, and his concept of colonisation. As they are amongst the agents for the transmission and reproduction of society, educators in any subject have a responsibility to structure and deliver their teaching in a critical, bottom‐up fashion. This especially applies to IT education.
Finding your place in the information age library
Authors: Rizzo Joseph C.
Published: January 2003

As more users access college and university library resources remotely and the promise of managed on‐site collections growth finally appears achievable librarians have developed a renewed awareness of the role of their libraries as important campus meeting centers, and realize the need and opportunity to make them better places for all their constituents. This article supports this premise that a library needs to be a memorable place, highlights the distinction between the changing functional requirements that are addressed with space programming and the enduring social and emotional needs of a community that are realized through the design of place. It offers examples of design ideas and recommendations for methods that architects and librarians can use to communicate these abstract and subjective concepts so that the planning team can more effectively visualize and help create their future library.
Ethical issues of global marketing: avoiding bad faith in visual representation
Authors: Borgerson Janet L. , Schroeder Jonathan E.
Published: January 2003

This paper examines visual representation in marketing communication from a distinctive, interdisciplinary perspective that draws on ethics, visual studies and critical race theory. An ontological approach is offered as an alternative to phenomenologically based approaches in marketing scholarship that use consumer responses to generate data. Suggests ways to clarify complex issues of representational ethics in marketing by applying a semiotically‐based analysis that places ontological identity at the center of societal marketing concerns. Analyzes representations of the exotic Other in disparate marketing campaigns, including advertising, tourist promotions and music, as examples of bad faith marketing strategy. Music is an important force in marketing communication, yet marketing studies have rarely considered music and its visual representations as data for inquiry. Feels that considering visual representation within marketing from an ontological standpoint contributes additional insight into societal marketing and places global marketing processes within the intersection of ethics, aesthetics and representation.
AIDS and community‐based organizations: the marketing of therapeutic discourse
Authors: Kates Steven M.
Published: January 2003

This article explores the meanings of societal marketing in the context of AIDS community‐based organizations (CBOs). Studies have investigated the practice of relationship marketing in for‐profit businesses, but we have yet to understand fully the practice of relationship marketing in the vast and socially important not‐for‐profit or philanthropic sectors that practise societal marketing. Four ways in which therapeutic or “revivalist” discourse is cultivated and appropriated by clients are elaborated: reproduction of community, the use of metaphor, encouraging reflexive self‐development, and tangibilizing grief. Implications for customer intimacy and relationship marketing in the societal marketing sector are elaborated.
The societal conundrum of intellectual property rights
Authors: Shultz Clifford J. , Nill Alexander
Published: January 2003

Observes that variances in standards for and interpretations of intellectual property rights (IPR) around the globe remain one of the great challenges for marketers and stakeholders of the marketing paradigm. Attempts to distil the issues surrounding IPR and its protection, and to examine the phenomenon of IPR violations within a framework of social dilemmas. In so doing, describes and provides examples for some of the problems associated with IPR violations. Contends that much work is still to be done, if it is hoped to implement a global system for IPR protection that serves the best long‐term interests for the largest number of society’s stakeholders. Concludes with opportunities for further research.
The role of strategic philanthropy in marketing strategy
Authors: Thorne McAlister Debbie , Ferrell Linda
Published: January 2003

Outlines the concept of strategic philanthropy, assesses its development and evolution, gives examples of the stakeholder focus, discusses marketing issues and addresses elements to consider in implementation. Organizations have long realized the benefits of benevolent philanthropy in supporting community, employees and the interests of investors. It has only been in recent years that organizations have formalized and integrated the philanthropic decisions with corporate citizenship and other key strategic organizational performance‐related decisions. Organizations in the twenty‐first century are increasingly concerned about managing societal issues in marketing to benefit key stakeholder interests. A new definition of strategic philanthropy is developed and contrasted with other initiatives that link marketing and society. Finally, suggestions for future research are provided.
Societal marketing and morality
Authors: Crane Andrew , Desmond John
Published: January 2003

Societal marketing emerged in the early 1970s, promising a more socially responsible and ethical model for marketing. While the societal marketing concept has attracted its adherents and critics, the literature on societal marketing has remained sketchy and underdeveloped, particularly with respect to its underlying (and largely implicit) moral agenda. By making the moral basis of societal marketing more explicit, this article primarily seeks to offer a moral critique of the societal marketing concept. By situating discussion within notions of psychological and ethical egoism, argues that, in moral terms at least, the societal marketing concept is clearly an extension of the marketing concept, rather than a fundamental reconstruction of marketing theory. While acknowledging the use of the societal marketing concept in practice, this use is problematized with respect to a number of critical moral issues. In particular, the question of who should and can decide what is in the public’s best interests, and elucidate the moral deficiencies of the rational‐instrumental process upon which marketing decisions are frequently rationalised. Suggests that attention should be refocused away from prescribing what “moral” or “societal” marketing should be, and towards developing an understanding of the structures, meanings and discourses which shape and explain marketing and consumption decision making and sustain its positive and negative impacts on society.
From “carefree casuals” to “professional wanderers”
Authors: Tapp Alan , Clowes Jeff
Published: January 2003

Academically constructed segments may often fail to be implemented by practitioners. There may be a number of reasons for this, but at the heart of the matter for practitioners must be an economic reward that outweighs the incremental costs of segmenting. Central to this issue is the ease with which different types of data can be collected and used. Experience from direct marketing practice suggests that segments based on customer value and customer benefits sought often lead to successful strategies. Accordingly, looks to utilise these variables to complement the traditional use of geo‐demographic and psychographic approaches. Examines the business of football. Using a mixed qualitative and survey based approach, an exploration of football supporters was undertaken with the objective of identifying segmentation opportunities. A number of new segments were identified, among them “professional wanderers”; “carefree casuals” and “repertoire fans”. Suggests directions for broader studies. Hopes that this work will better inform the marketing efforts of professional sports franchises and indeed all leisure sectors that rely on regular live audiences for their livelihood.
Strategic reactions of national brand manufacturers towards private labels
Authors: Verhoef Peter C. , Nijssen Edwin J. , Sloot Laurens M.
Published: January 2003

In recent years, the quality of private label products and their market shares have grown to such an extent that most consumer goods manufacturers, brand leaders included, can not afford to ignore them. Private labels are, however, not just another generic competitor. The retailer that sells them is also an important account, and the issue includes the question: to produce private label or not? Several authors have recently suggested a number of effective strategies for leading national brand manufacturers against private labels. However, the empirical evidence for the strategies identified is scarce. Using a sample of 101 Dutch national brand manufacturers, we get a better understanding of the sets of strategies companies use. Using an inductive approach, we find four dominant profiles that are linked to performance and are discussed.
The effect of moderators on the salesperson behavior performance and salesperson outcome performance and sales organization effectiveness relationships
Authors: Baldauf Artur , Cravens David W.
Published: January 2003

Salesperson behavior performance is conceptualized as a predictor of outcome performance and sales organization effectiveness. The research considers the effects of salesperson capabilities, industrial/consumer products, and industry growth moderators on salesperson performance and sales organization effectiveness relationships. Empirical analyses are conducted using data from a sample of 174 field sales managers in Austrian sales organizations. The results of moderator regression analyses indicate that salesperson capabilities, product type, and industry growth are relevant moderators. The roles of the moderators vary across the relationships analyzed. Several management and research implications are examined.
Salesperson performance and job attitudes revisited
Authors: Yilmaz Cengiz
Published: January 2003

Research about the (inter)relationships across salesperson performance, job satisfaction, and organizational commitment is characterized by equivocal (and sometimes conflicting) empirical results. The study develops and tests an extended model of the performance→satisfaction→commitment sequence that incorporates intrinsic and extrinsic components of salesperson job satisfaction and affective and continuance dimensions of organizational commitment. In addition, hypotheses pertaining to the effects of three potential moderators of the relationships of concern, specifically, degree of performance‐reward contingency, salesperson career stage, and salesperson performance level, are developed and subjected to empirical testing. The results offer valuable insights for sales managers attempting to develop and maintain highly committed salesforces, and researchers attempting to explain the reasons behind the mixed empirical findings in prior research.
Cybernetics and interviewing
Authors: van der Zouwen Johannes
Published: January 2003

The interview is the most frequently used, but often disputed, method of data collection in the social sciences. Methodological research after the sources of response errors in interviews has borrowed concepts and insights from cybernetics. For example, interviewing in search of “subjective phenomena” like attitudes is conceived as a form of black box analysis. Computer models simulate response processes leading to response errors. The interview appears to be governed by a combination of open and closed loop control. Comparative research into response effects appears to be hampered by the self‐referentiality of the “survey industry”, and qualitative interviews can be viewed as social systems closely related to the autopoietic system of a conversation.
System concept modelling in human systems
Authors: Mansour M.
Published: January 2003

The modelling of ethical behaviour using some sources as described in modern philosophy is discussed. The model is phenomenalistic and very simple, using only elementary system concepts and needs further refinement, using the new results in neurobiology. The four sources of human behaviour used are: mind, emotions, tradition, and religion. The weighting of each is individually different and is time and environment dependent. Another phenominalistic model is that of a typical dictatorial system with two positive feedback loops. Some conclusions which are not rigorously proven but reasonable are derived. With these two examples it is shown that using only the simple concepts of system theory can help in getting a better insight into the behaviour of human systems.