bluuebunny/crossref_metadata_2025 huggingface dataset:
The power of the lens
Authors: Irvine Helen , Deo Hemant
Published: July 2006

Purpose

The way theory is used and developed in qualitative research has been a controversial issue, since theory provides a filter through which qualitative data are interpreted, and the “story” is told. This paper aims to present a study of the Fiji Development Bank (FDB) that demonstrates the impact a different theoretical lens has on the selection and interpretation of events, the story that is produced, and the unique view of the role of accounting within its social context.

Design/methodology/approach

This paper examines two possible interpretations of the FDB's role under the magnifying glass of Llewellyn's five levels of theorising and the world‐view of the researchers.

Findings

An analysis of the use of theory and the level of theorising brings to light the difference theory makes to the story that unfolds. On the one hand, accounting is seen as a tool of a repressive system, an example of the outworking of a grand theory, and on the other hand, while no grand theory is overtly employed, the FDB is viewed as a unifying catalyst for the coexistence of two apparently contradictory social institutions.

Research limitations/implications

This interpretation of the role and effect of theory in qualitative research is unique and contestable, but forms part of the debate that is a necessary part of the advancement of academic knowledge.

Originality/value

Llewellyn's claim that higher level theory develops from lower levels of theorising is challenged, and the assertion is made that grand theory is employed not as the culmination of a theoretical hierarchy, but because of the presence of a preconceived world‐view which informs the choice of theory at every level.
NGOs, civil society and accountability: making the people accountable to capital
Authors: Gray Rob , Bebbington Jan , Collison David
Published: July 2006

Purpose

The purpose of this research is to seek to understand and explain the non‐governmental organisation (NGO) and its location in civil society in order to provide a basis for future research work. The paper aims to explore and develop understandings of accountability specifically in the context of the NGO and then extend these insights to the accountability of all organisations.

Design/methodology/approach

The paper is framed within a theoretical conception of accountability and is primarily literature‐based. In addition secondary data relating to the issues of concern are collated and synthesised.

Findings

The research finds that the essence of accountability lies in the relationships between the organisation and the society and/or stakeholder groups of interest. The nature of this relationship allows us to infer much about the necessary formality and the channels of accountability. In turn, this casts a light upon taken‐for‐granted assumptions in the corporate accountability and reminds us that the essence and basis of success of the corporate world lies in its withdrawal from any form of human relationship and the consequential colonisation and oppression of civil society.

Research limitations/implications

The principal implications relate to: our need to improve the analytical incisiveness of our applications of accountability theory; and the possibility of the accounting literature offering more developed insights to the NGO literature. The primary limitations lie in the paper in being: exploratory of a more developed understanding of accountability; and a novel excursion into the world of the NGO and civil society – neither of which feature greatly in the accounting literature.

Practical implications

These lie in the current political struggles between civil society and capital over appropriate forms of accountability. Corporations continue to avoid allowing themselves to be held accountable whilst civil society organisations are often accountable in many different and informal ways. Ill‐considered calls from capital for more oppressive NGO accountability are typically, therefore, hypocritical and inappropriate.

Originality/value

NGOs are introduced in a detailed and accessible way to the accounting literature. The concept of accountability is further developed by examination of relationships and channels in the context of the NGO and, through Rawls' notion of “closeness”, is further enriched.
A management approach that drives actions strategically
Authors: Schmidt Stefan , Bateman Ian , Breinlinger‐O'Reilly Jochen , Smith Peter
Published: July 2006

Purpose

Achieving excellence is a current preoccupation in UK public health organisations. This article aims to use a case study to explain how a mental health trust delivers excellent performance using a balanced scorecard (BSC) management approach.

Design/methodolgy/approach

Reports a project to implement a BSC approach in the South West Yorkshire Mental Health NHS Trust to achieve its “excellence” objectives. The authors were participants in the project. The design of the pilot project was informed theoretically by the work of Kaplan and Norton and practically by in‐house discussions on a strategy to achieve excellence.

Findings

Explains the process of building a BSC strategy step‐by‐step. Discusses how the vision and strategies of a mental health trust can be translated into tangible measures, which are the basis for actions that are driven strategically.

Research limitations/implications

There are many possibilities for a BSC management approach and this case study is specific to mental health trusts in the UK, although it is believed that the case has a universally applicable modus operandi.

Practical implications

This article will help healthcare managers to evaluate the benefits of a BSC management approach.

Originality/value

This article explains how actions can be structured in connection with a BSC management approach.
Integral metamap creates common language for urban change
Authors: Hamilton Marilyn
Published: July 2006

Purpose

An integral metamap creates a common language to dynamically track values‐based urban change at multiple levels of scale: individual, organization, neighbourhood, city, bio‐region and nation.

Design/methodology/approach

In a pilot project, using an ethnographic codebook, analysis of data collected from urban residents via telephone interviews, discloses diverse lenses, indicators and values at different levels of complexity. A four quadrant metamap of the data reveals the relationship between four sets of values: (subjective, intersubjective, objective and interobjective) at eight levels of complexity.

Findings

A review of taxonomies of indicators shows how multiple existing data bases can be translated into a common integral map. The pilot project demonstrates how the four quadrant‐based analysis and feedback methodology creates vital signs monitors for what we value, want to change (stop or improve), and how we can develop processes to influence change.

Research limitations/implications

The scope of application is global, and embedded in a paradigm shift to an integral worldview, implying users share that worldview. However, the methodology can be applied anywhere, on all scales.

Practical implications

Conclusions show how metamapping research data, planning and management, contributes to improving choices, monitoring and influencing change and the quality of urban life.

Originality/value

This paper proposes a new integral common language to frame and track urban change.
Flexibility on whose terms?
Authors: Twiname Linda J. , Humphries Maria , Kearins Kate
Published: July 2006

Purpose

As part of an ongoing project on worker well‐being, this paper aims to examine the application of flexible work arrangements through the experiences of core workers in a small, European‐owned, New Zealand manufacturing firm.

Design/methodology/approach

A participatory action research approach is taken.

Findings

The research reveals that flexible employment arrangements utilised in this firm did not afford protection to core workers as theory suggests. Both core and peripheral workers were exposed to pressure primarily to extend their hours of work and to reduce their expectations regarding remuneration. Production level increases were not reflected in increases in numbers of core workers; in fact perceived job security was low. Core workers felt pressure to work extended hours out of their commitment to the firm, each other, and to maintain their own employment.

Practical implications

The use of more democratic processes inherent in action research oriented at workplace well‐being are shown to have had some value toward enhancing worker well‐being.

Originality/value

The paper demonstrates that the participative project placed pressure upon management and that it had the potential to redress a power imbalance within the employment relationship.
What role can a training needs analysis play in organisational change?
Authors: Reed Jacqueline , Vakola Maria
Published: July 2006

Purpose

This research sets out to examine how the process for developing a training needs analysis tool could influence organisational change.

Design/methodology/approach

The organisation that is the subject of this research is a large, complex health system which is in transition from a traditional bureaucratic, hierarchy with a command and control management style to a more participative, people centred approach. A processual, organisation development, action research‐based approach to the development of a training needs analysis process was taken in the study so that the changes desired in the organisation could be modelled in the first instance and secondly, in order to learn and understand more about what works and does not in order to continuously develop and progress the change agenda. In order to do this a parallel structure was established through which to progress the process which was tracked in an action research process. In addition, a series of interviews were conducted with top and senior management in order to ascertain their views about the process, its necessity, roles in relation to it, its potential benefits and how to introduce the process across the organisation.

Findings

A number of key points emerged from the research: first, the culture and change issues arising during the development of the learning and development needs analysis process were very significant. Second, the development and piloting of the needs analysis process needed to be approached as a change management process. Third, linking the needs analysis process with existing organisational processes was a key factor in the success of the process and created a strategic dimension. Finally, in a large, complex organisation a balance must be struck between standardisation and customisation of the needs analysis process to allow for the different structures, subcultures and levels of readiness in the organisation.

Originality/value

This research highlighted the significant impact the dynamics of hierarchy and the legacy of a bureaucratic, autocratic system has on the way a system operates and how people react to change and participation.
High performance anisotropic conductive adhesives for lead‐free interconnects
Authors: Li Yi , Wong C.P.
Published: July 2006

Purpose

To study the interface properties of anisotropic conductive adhesives (ACAs) and improve the electrical properties of ACA joints as a replacement for Sn/Pb solder in the electronics industry.

Design/methodology/approach

In this study, different types of self‐assembled monolayer (SAM) compounds were introduced into the interface between the metal filler and the substrate bond pad. The formation of these SAMs on gold and silver surface and their thermal stability were investigated by measuring the contact angles with water of these SAM coated surfaces. The SAM compounds used had either hydrophilic or hydrophobic tail groups, and included octadecanethiol (ODT), mercpatoacetic acid (MAA), 1,4‐benzenedithiol (dithiol) and malonic acid (acid M). Epoxy resins with two different curing temperatures were used as polymer matrices for the ACA formulations. The electrical properties of ACA joints containing these SAMs were studied by measuring their current‐voltage relationship.

Findings

The results show that SAMs can be successfully coated onto specific metal surfaces, depending on the affinity of their functional groups with the specific metal. The SAM treated ACA joints show much lower resistance at the same applied current than non‐treated joints, and the effect on the low curing temperature epoxy matrices was more significant. Nano‐Ag filled ACAs show more significant improvements in their electrical properties due to the greater surface area and higher surface energy of nano‐particles and consequently their higher thermal stability when coated with SAMs.

Originality/value

This paper is the first to use functional organic monolayers to enhance the interface properties of electrically conductive adhesives and, in particular, for ACAs.
Quality thinking and systems thinking
Authors: Conti Tito
Published: July 2006

Purpose

The full meaning of quality and quality management concepts can be only understood within the framework of systems thinking. The need for a new paradigm, based on systems theory, is even more evident when the attempt is made to extend quality management concepts from the material level of economic transactions to the immaterial level of social relations, to create value for people, organisations and societies.

Design/methodology/approach

On the basis of previous papers by the author, where the connection between quality and value was explored, this paper recalls some basic principles of systems thinking in relation to social systems, focussing then on the theme of quality management in the systems thinking perspective.

Findings

The problem of redesigning TQM models in the systems perspective is addressed. Starting from a model of the organizational system and its environment, a logical representation of quality management models in the systems perspective is given.

Originality/value

The paper visits quality management concepts in the light of systems thinking.
Key performance factors of manufacturing effective performance
Authors: Gomes Carlos F. , Yasin Mahmoud M. , Lisboa João V.
Published: July 2006

Purpose

The objective of this study is to investigate the differences between high and low‐performing manufacturing organizations in relation to critical organizational performance dimensions.

Design/methodology/approach

The types and frequency of performance measures used by the sampled manufacturing organizations are compared using factor and cluster analysis.

Findings

Based on the results of this study, it appears that high‐performing manufacturing organizations, relative to their low‐performing counterparts, tend to emphasise more the performance aspects related to employees, customers and market share. As such, these organizations appear to consider employees and costumers related performance aspects as critical elements of the overall organizational performance.

Research limitations/implications

The sample used in this study is specific in nature. It consisted of Portuguese manufacturing organizations. Thus, the results should be interpreted accordingly.

Practical implications

This study clearly shows that organizational investments aimed at improving the aspects of organizational performance related to customers, employees and market share are justified.

Originality/value

This study has both practical and theoretical value, as it empirically explores the practical implications of some important issues related to organizational performance.
Pareto analysis of critical success factors of total quality management
Authors: Karuppusami G. , Gandhinathan R.
Published: July 2006

Purpose

The purpose of this literature review is to identify and propose a list of few vital critical success factors (CSFs) of total quality management (TQM) for the benefit of researchers and industries.

Design/methodology/approach

Even though there has been a large number of articles published related to TQM in the last few decades, only a very few articles focused on documenting the CSFs of TQM using statistical methods. The main objective of this literature review is to investigate and list the CSFs of TQM according to the descending order of frequencies of occurrences. The domain of review is the scale development studies and the TQM effect versus performance measurement studies. The review period is between 1989 and 2003. Rigorous statistical reliability tests and validity tests were conducted during these studies to factorize the CSFs and hence these studies were chosen for the literature review. Finally, the quality tool “Pareto analysis” was used to sort and arrange the CSFs according to the order of criticality.

Findings

An examination of 37 such TQM empirical studies resulted in compilation of 56 CSFs. Implementation difficulties exist to operationalize such a large number of CSFs in organizations. This study analyzed and sorted the CSFs in descending order according to the frequency of occurrences using Pareto analysis. A few vital CSFs were identified and reported. The results of this study will help in a smoother penetration of TQM programs in organizations.

Practical implications

In future, the researchers in quality management may develop models to measure and sustain the level of implementation of TQM in industries. CSFs are the essential constructs based on which further statistical analysis can be carried out. The present study will guide the researchers in selecting the reliable set of CSFs for empirical studies. Industries can benefit by adopting the results of this study for effective implementation of TQM.

Originality/value

This paper presents a solution to the difficulties hitherto faced by the organizations in operationalizing the very large number of CSFs proposed by the various empirical studies published in TQM during the last two decades.
Guidelines to help practitioners of design of experiments
Authors: Costa Nuno R.P. , Pires António R. , Ribeiro Celma O.
Published: July 2006

Purpose

The purpose of this paper is to focus the application of design of experiments (DOE) using industrial equipments, reinforcing idea that non‐statistical aspects in planning and conducting experiments are so important as formal design and analysis.

Design/methodology/approach

Two case studies are presented to illustrate typical industrial applications and difficulties. Supported on these case studies and literature, this paper presents guidelines to planning, conducting and analysis involving technical and organizational aspects.

Findings

Solving problems in industry, including in companies recognized as competent in the respective industrial sector, is not just a question of applying the right technique. Ceramic industry case study illustrates how important are non‐statistical issues in DOE application. Paint industry case study illustrates the strong relationship of the results with incorporating presented guidelines into practice. Moreover, both case studies consolidating a fundamental advantage of DOE: experimentation provides more knowledge about products, processes and technologies, even in unsuccessful case studies.

Research limitations/implications

Unsuccessful cases studies are very useful for identifying pitfalls and others limitations. This paper highlight difficulties aroused from non‐statistical aspects, although it is possible to find unsuccessful case studies due to statistical issues also. So, papers illustrating inadequate application of statistical techniques are welcome.

Practical implications

Successful DOE implementation depends on statistical and non‐statistical aspects. Although none of them shall be neglected, technical skills and technological knowledge about processes and products, management understanding of potential possibilities of statistical techniques and statistical fundamentals and knowledge about techniques of DOE must be ensuring to successful case studies in industrial setting.

Originality/value

This paper highlights non‐statistical aspects instead of the statistical ones. Tob overcome difficulties structured guidelines were designed to support DOE application in industrial setting.
Model developed for the assessment of quality management level in manufacturing systems
Authors: Ivanović Milan D. , Majstorović Vidosav D.
Published: July 2006

Purpose

The main goal of the research is the investigation of quality management (QM) practices in the West Balkan countries and their advancement according to the models in developed countries presented in this paper. For the purpose of this investigation the model for the assessment of QM practice was developed.

Design/methodology/approach

The improvement of QM in industrially developed countries is essentially based on the application of business excellence models. Different business excellence models respect specific features of environments in which they have been developed and in fact represent QM paradigms based on total quality management (TQM). The implementation of these models in transitional economies or in economies with lower level of development where quality management paradigm is based on inspection, quality control (QC) or quality assurance (QA) does not provide the most suitable information for improvement, i.e. process re‐design for QM.

Findings

The paper reviews a developed model for assessment of QM maturity built on evolutionary development of QM paradigm through inspection, QC, QA and TQM. The identification of individual evolutionary phases through improvement paradigms such as: SDCA – product, SDCA – manufacturing processes, SDCA – supporting processes, PDCA – product and process thus creating precondition for the assessment of effectiveness of applied paradigm, as well as for diagnostics in cases of non‐effectiveness, i.e. failure in QM development. The change of management paradigms is not evolutionary in character, but actually represents a breakthrough approach.

Research limitations/implications

The above investigation was carried out on the sample of 59 certified organizations amounting to about 5 percent of the total number of QMS certificates issued in Macedonia, Serbia and Montenegro and Bosnia and Herzegovina. All assessed organizations of different size (SME or bigger) belonged to the manufacturing sector.

Practical implications

The transition process of the West Balkan countries to the EU require the harmonization of QM practice issues as well. This investigation is a contribution to the development of good QM practice in the organizations from these countries.

Originality/value

The application of the model based on evolutionary management development enables the transfer of knowledge about process re‐design for QM and thus provides a sustainable development of QM in manufacturing systems with lower level of development.
Platform management
Authors: Mikkola Juliana H. , Skjøtt‐Larsen Tage
Published: July 2006

Purpose

To identify some of the major issues and problems firms face, when they collaborate with suppliers in new product development.

Design/methodology/approach

The paper presents a case study of a leading Danish hearing aid manufacturer.

Findings

Early involvement of suppliers in new product development reduces time‐to‐market, but increases the risk that proprietary knowledge is leaked to the competitors. Therefore, the supplier approval process is very important.

Research limitations/implications

The paper discusses the implications of platform management for new product development and sourcing strategies. The paper is based on a single case study. In order to generalize the findings, it is necessary to study more companies from different industries, with different technologies, competition, and contextual features.

Practical implications

The paper illustrates the risk of single sourcing and raises the question, how buyers without leverage can become an interesting customer for large suppliers.

Originality/value

The paper analyzes the implications of platform management for new product development and supply chain management at the interfaces between focal company and its suppliers and customers.
The interactive interface of service quality
Authors: Svensson Göran
Published: July 2006

Purpose

The objective of this paper is to describe a conceptual framework that addresses the interactive interface of service quality in service encounters.

Design/methodology/approach

A conceptual framework is described and discussed in relation to previous research efforts in the field.

Findings

Service encounters have been largely researched as a non‐interactive phenomenon. This means that the complexity and dynamics of the construct have not been sufficiently explored. Researchers have described the construct of service quality in different empirical contexts and have developed different models and dimensions – all of which tend to be derived from the service receiver's perspective.

Research limitations/implications

In making the description, the framework acknowledges that service encounters and service quality pertain not only to human interactions, but also involve interaction between individuals and self‐service technology. It may also to some extent serve as a fundamental to scholars in their quest for generic structures across contexts, and over time to explore the interactive interface of service quality in service encounters. In addition, the framework may be used to position previous, ongoing and forthcoming research efforts of service quality.

Practical implications

The conceptual framework may contribute to describe and enhance operative service performances in service encounters.

Originality/value

The framework may contribute to describe and conceptualize the interactive interface of service quality in service encounters. The idea has been to convert some of the theory‐oriented knowledge of service performance in literature into a framework applicable to both scholars and practitioners.
Marketing strategy: taxonomy and frameworks
Authors: El‐Ansary Adel I.
Published: July 2006

Purpose

The purpose of this paper is to present taxonomy of marketing strategy concepts and integrative frameworks that differentiate and integrate its formulation and implementation processes.

Design/methodology/approach

The paper is conceptual based on a review of academic literature on marketing strategy chronicled in major marketing journals January 1990‐April 2006. We present selected references classified by key marketing strategy topics for further pursuit by interested readers. Also, the paper reflects our experience and views based on practices chronicled in corporate case studies and trade journals.

Findings

The literature casts marketing strategy formulation and implementation in the context of strategic planning and marketing strategy process models. The focus of the strategic planning model is on achieving corporate financial objectives through the implementation of product, pricing, promotion, and place (distribution) programs. The focus of the marketing strategy process model is on the formulation of segmentation, targeting, differentiation, and positioning strategies to create, communicate, and deliver the value to the customer resulting in gaining customer satisfaction and loyalty; i.e. marketing objectives.

Practical implications

The propositions and frameworks constitute guidelines useful in the process of marketing strategy formulations and implementation by practitioners and establish bases for academic researchers to test concept validity, examine concept differences, and explore concept relationships.

Originality/value

This paper advances propositions that clearly differentiate, but interrelate, marketing strategy formulation and implementation processes and recast the strategic planning financial‐oriented model and the marketing strategy process models into a set of frameworks to demonstrate that: the road to healthy financial results must first be paved by sound marketing strategies; explicitly state and underscore the role of branding and organizational strategies in mediating formulated marketing strategy into actionable marketing programs; and broaden the concept of firm orientation to reflect its role in mediating corporate strategy into a set of functional strategies including marketing.
Regional microclimate humidity of clothing during light work as a result of the interaction between local sweat production and ventilation
Authors: Ueda Hiroyuki , Inoue Yoshimitsu , Matsudaira Mitsuo , Araki Tsutomu , Havenith George
Published: July 2006

Purpose

The aim of this study is to explore the influence of the clothing ventilation in three body regions on the humidity of the local clothing microclimates under five work‐shirts immediately after the onset of sweating in light exercise.

Design/methodology/approach

The clothing microclimate ventilations were measured at chest, back and upper arm using a manikin. Separate wear trials were performed to determine the sweat production and the humidity of the clothing microclimate at the same locations as where the ventilation was measured during light exercise.

Findings

Every shirt shows the greatest value of ventilation index (VI) for the chest and the smallest one for the upper arm. The values of VI differ remarkably at the chest among the five shirts. Comfort sensation became gradually worse as the time passed after starting exercise. There was no significant difference among the clothing conditions in mean values of rectal temperature, local skin temperatures, microclimate temperatures, microclimate relative humidities and local sweat rates at three regions over 10 min after the onset of sweating. A relationship was observed between the ratio of the mean moisture concentration in the clothing microclimate to the mean sweat rate at the chest and the back and the VI.

Originality/value

The results suggest that clothing ventilation should be measured in different body regions in response to sweat rates in corresponding regions.
E‐customers' third party complaining and complimenting behavior
Authors: Goetzinger Lynn , Kun Park Jung , Widdows Richard
Published: July 2006

Purpose

To provide an initial framework for online third party complaining and complimenting behavior as a consequence of online product or customer service failure or success, using a third party consumer evaluation web site.

Design/methodology/approach

Based on critical incidents supplied by consumers in a third party consumer forum web site, a clear picture of the type and frequency of online service failures and successes is expected to develop using critical incident technique and scientific text analyzing methods for qualitative analysis.

Findings

The speed of shipping, shipping materials or packaging and customer service appear to be critical for the online transaction to be a success. Ease of ordering was shown to influence the likelihood of complimenting the most. The results provided support for the existence of bivalent satisfiers, monovalent satisfiers and monovalent dissatisfiers within the online retail environment.

Research limitations/implications

Text analyzer has certain software limitations that should be considered. While searching for word patterns, it is possible for the software to use one of several clustering methods, which may be open to subjective interpretation to some extent. The quantitative portion of the study was also limited by the four attribute categories that were used by the online third party web site.

Practical implications

The results provide very practical information and impartial advice for online retailers to improve their service by managing reputation in third party consumer evaluations.

Originality/value

Provides an initial step towards understanding the nature of online store third party complimenting and complaining behaviour.
New aspects of research into service encounters and service quality
Authors: Svensson Göran
Published: July 2006

Purpose

The objective is two‐fold. The first is to describe contemporary and future penetration (i.e. analysis and understanding) in service encounter research. The other is to describe contemporary and future abstraction in service quality research.

Design/methodology/approach

The paper provides a conceptual discussion of new aspects of research into service encounters and service quality.

Findings

There are still flaws in the contemporary penetration of service encounters and the contemporary abstraction of the service quality construct.

Research limitations/implications

Service encounters and service quality pertain not only to human interactions, but also to the interaction between individuals and self‐service technology. The new aspects of service encounters and service quality described here are restricted to the interaction between individuals. It is argued that an extended penetration of service encounters, and an extended abstraction of the service quality construct, taken together, provide great potential for future research opportunities in services marketing.

Practical implications

The aspects of penetration discussed here have the potential to provide a more sophisticated understanding of the complexity and dynamics of service encounters. The aspects of abstraction described here have the potential to contribute to a more sophisticated level of measurement of the service quality construct.

Originality/value

A two‐fold approach is suggested that goes beyond the current state of the art in terms of penetration of service encounters and abstraction of the service quality construct. This is likely to trigger and encourage innovative research designs and alternative methodological approaches to new research problems. This might also stimulate innovative analytical techniques that could produce groundbreaking research findings, with important implications for practice.
Computer forensics and records management – compatible disciplines
Authors: Irons Alastair
Published: July 2006

Purpose

To explore the meaning, methods and techniques associated with the subject of computer forensics and consider the implications of computer forensics for records managers and recordkeeping.

Design/methodology/approach

Critically analyses the principles of computer forensics in the context of records characteristics – authenticity, reliability, integrity and usability – and the UK Association of Chief Police Officers (ACPO) principles and procedures for the collection of digital evidence.

Findings

The disciplines of records management and computer forensics are potentially mutually compatible. Computer forensics allows for identification of incidents, gathering of evidence, analysis of evidence and potentially recovery of records. Records managers can utilise computer forensics principles to positively enhance records management and have valuable knowledge and expertise to share with their computer forensics colleagues; e.g. metadata expertise, functional requirements for electronic records management, recordkeeping systems design and implementation methodologies, digital preservation and retention management.

Research limitations/implications

Discusses how computer forensics can be used to highlight inadequate recordkeeping and provide a different perspective on records management based on an analysis of principles and concepts rather than empirical data.

Practical implications

Highlights the need for records managers to understand computer forensics and computer forensic scientists to understand recordkeeping to support better records management in the electronic environment; raises the implications for educators, trainers and professional societies.

Originality/value

Very little has been published on the discussion of the potential implications of computer forensics for records managers or how computer forensics can enhance the records management discipline; this paper addresses the gap.
Technology usage in the supply chain: the case of small 3PLs
Authors: Evangelista Pietro , Sweeney Edward
Published: July 2006

Purpose

In today's supply chain management practices, a successful strategy depends increasingly on the performance of third party logistics (3PLs) providers as they play a key integrative role linking the different supply chain elements more effectively. Information and communications technology (ICT) has become an important element of 3PL competitive capability as it enables higher levels of supply chain integration. Recent industry developments have widened the technological gap between large and small 3PLs. This is critical particularly for those markets populated by a large number of small 3PLs such as the Italian logistics industry. The purpose of this paper is to provide an overview of ICT adoption in small logistics service providers. The focus of the study is the Italian 3PL market.

Design/methodology/approach

The methodology adopted in this paper is based on the action research framework and it is a combination of theoretical analysis and empirical findings (focus groups and surveys). Firstly, a literature review on ICT dissemination in the international and Italian 3PL industry has been carried out. Then, a field survey has been developed preceded by two focus groups. The empirical investigation examined a sample of 153 small Italian 3PLs on the base of a definition and taxonomy proposed by the authors.

Findings

The results provide a useful technological profile of the surveyed companies, as well as an analysis of the role of ICT in customising services and of the factors influencing ICT adoption.

Research limitations/implications

To give a more robust scientific justification of the survey results, it would be useful to carry out an additional large‐scale analysis including other countries with a high presence of small logistics service companies. Furthermore, a complementary case‐study analysis would be of help in defining the role of specific factors in different types of 3PL. Further investigations in this field are needed to better understand innovation paths, and how ICT can improve the competitive capabilities of 3PLs and of the wider supply chain.

Practical implications

Managers of small 3PLs can use the findings to set‐up guidelines for improving a company's technology innovation. Technology vendors can use the findings to better market their service/product into the small logistics service provider segment.

Originality/value

Despite the fact that much has been written about the dissemination of ICT, there is still a shortage of research in the field of small 3PLs with little empirical investigation into the usage of ICT by small 3PLs. This paper provides a contribution to filling this void and suggests some possible research directions.
Effectiveness and efficiency: the role of demand chain management
Authors: Walters David
Published: July 2006

Purpose

The paper aims to focus on and discuss the differences between the demand chain led organization and the supply chain led organization.

Design/methodology/approach

The paper uses a desk‐based approach to data collection and provides analysis and discussion of the issues.

Findings

The paper finds that the differences between the demand chain led organization and the supply chain led organization are ones of emphasis. Supply management is cost‐led and attempts to provide an adequate level of service. By contrast the demand chain approach is a broader view of relationship management taking a view that the two overlap and that effective management is to integrate the two.

Originality/value

The paper focuses on the increasing importance of demand chain and supply chain management decisions.
Infusing gender and diversity issues into educational leadership programs
Authors: Young Michelle , Mountford Meredith , Skrla Linda
Published: July 2006

Purpose

The purpose of this article is to consider the impact of incorporating a set of readings focused on issues of gender, diversity, leadership, and feminist thought into the curriculum of a statewide educational leadership doctoral program.

Design/methodology/approach

Based data from open‐ended surveys, semi‐structured interviews, and reflection statements, the article presents a qualitative analysis of how students react to, learn from, and resist social justice‐oriented curricula and teaching strategies, particularly those related to gender issues.

Findings

The analysis of the data collected in this research suggests that, after a year of exposure to readings and written assignments about gender and other diversity issues, few students had undergone significant transformations in their learning regarding gender issues. Moreover, it was found that many students demonstrated resistance to reading, reflecting on and discussing gender issues.

Originality/value

Programs and professors that endeavor to prepare leaders who are transformative, require transformative teaching practices that assist in the development of such leaders. When content includes issues of diversity, our findings indicate that it is particularly important that faculty increase their knowledge of student responses to difficult content and transformative teaching strategies.
The provision of delivery information online: a missed opportunity
Authors: Page‐Thomas Kelly , Moss Gloria , Chelly David , Yabin Song
Published: July 2006

Purpose

The purpose of this study is to investigate Western and Central European consumers and web retailers with respect to the importance and accessibility of delivery information online prior to purchase.

Design/methodology/approach

To investigate the importance and accessibility of delivery information online, a survey was conducted of 715 internet consumers from the UK, Hungary and the Czech Republic to explore how important they rate online delivery information. In addition to this, retailing web sites from leading retailers in the UK, Hungary and the Czech Republic were content analysed in order to establish the extent to which they provided online delivery information.

Findings

The research identifies that consumers rate delivery pricing guides, delivery guarantees and delivery schedules as the most important delivery information they expect online prior to purchase. However, content analysis of retailer web sites reveals that many retailers do not adequately provide information about how they “guarantee product delivery”.

Practical implications

It is recommended here that prior to purchase online retailers should make detailed delivery information more accessible to consumers (e.g. pricing guides, timing schedules, etc.) and should consider using delivery service guarantees to assure consumers of delivery service standards and retailer responsibilities.

Originality/value

This paper makes a decisive contribution to e‐shopping behaviour and online retailing by providing insight into why visits to retailing web sites may not be followed up by purchase. This insight results from an examination of an often neglected area of the online buying process, namely “order delivery and fulfilment”. By examining the expectations of e‐consumers across Europe it investigates the role access to delivery information can have in managing customer delivery service expectations and in building trust in online retailers.
E‐shopping lovers and fearful conservatives: a market segmentation analysis
Authors: Allred Chad R. , Smith Scott M. , Swinyard William R.
Published: July 2006

Purpose

To classify internet users into holiday shopper and non‐shopper segments, and to profile the demographic, psychographic, and computer use characteristics of each segment.

Design/methodology/approach

Self‐report data come from a national US sample of online internet users. Segments are customer revealed using traditional cluster analysis. Lifestyle measures are reduced to higher order measures using factor analysis. Profiles are analyzed via descriptive statistics, graphs, and radar charts.

Findings

Six important segments are identified in the data. Three of the segments characterize customers who resist online shopping, even though they engage in other online activities. Security fears and technological incompetence typically inhibit these users from engaging in electronic exchange. Some internet users simply choose not to shop online. Three of the segments describe active e‐shoppers who are driven by a unique desire to socialize, minimize inconvenience, and maximize value.

Research limitations/implications

Data come from self‐report questionnaires administered and collected electronically through the internet. Focus is placed on holiday gift buying. Since, holiday shopping is very important to e‐retailers, results are managerially interesting, but might not be indicative of other shopping periods.

Practical implications

To be successful, e‐retailers must understand those things that motivate and inhibit customer online shopping. Marketing activities targeted at reticent e‐shoppers should focus on benefits, guarantee safeguards and facilitate technical literacy. Service, value, and online ambiance should be carefully tailored to meet the desires and expectations of each customer type.

Originality/value

The study is a replication and extension of earlier online studies which are summarized in the reviewed literature.
Managing the supply chain using in‐store supplier employed merchandisers
Authors: Emberson Caroline , Storey John , Godsell Janet , Harrison Alan
Published: July 2006

Purpose

This paper aims to investigate the managerial challenges arising from the deployment of cross‐company boundary‐spanning teams to improve on‐shelf availability.

Design/methodology/approach

The study focuses on two supplier‐employed teams, each merchandising their employers' timber‐products within the stores of two leading UK DIY retail groups. Non‐participant observation and self‐administered questionnaires were used to investigate, first, the association between reported merchandiser job satisfaction and various theoretical predictors (role ambiguity, role conflict, perceived organisational support and recognition) and, second, differences in role perceptions between the two teams and their (retail store) customer representatives.

Findings

The study reveals differentiated perceptions of merchandising management practice within the UK DIY retail sector. Whilst perceived organisational recognition was found to be positively associated with merchandiser job satisfaction, there was a significant difference in the perception of organisational support reported by members of the two merchandising teams.

Research limitations/implications

The small number of merchandisers within each team limits more complex statistical analyses and the identification of potential interaction effects of other variables: notably retail store size and format.

Practical implications

The findings from these cases suggest that practitioners need to attend to the behavioural aspects of boundary‐spanning, inter‐organisational supply chain activities, such as the deployment of supplier‐employed, in‐store merchandising teams, if these practices are to be effective.

Originality/value

The behavioural aspects of inter‐organisational supply chain practice have received little research attention to date, despite their acknowledged importance. This paper starts to redress this imbalance.
Understanding shoppers' expectations of online grocery retailing
Authors: Wilson‐Jeanselme Muriel , Reynolds Jonathan
Published: July 2006

Purpose

The purpose of this paper is to analyse the online preference structures of consumers.

Design/methodology/approach

Novel choice‐based conjoint experiments are used and are administered online. A select group of high net worth online grocery shoppers are examined. Both qualitative and quantitative procedures are used to determine the most frequently cited attributes affecting online patronage.

Findings

Whilst there is no single attribute on which a retailer could develop a competitive edge, a significant market advantage can be gained by being simultaneously “best in class” on the top four attributes.

Practical implications

This research approach has significant practical application to a wide range of strategic marketing questions.

Originality/value

These findings give focus to the management task facing marketing executives in the UK multichannel grocery market. How these findings might be used within a marketing plan is illustrated.