bluuebunny/crossref_metadata_2025 huggingface dataset:
The impact of ownership on health care services in HMOs
Authors: Siddharthan Kris , Ahern Melissa , Rosenman Robert
Published: July 2002

Tests the theory that owners (hospital, physician, insurance) of vertically integrated health maintenance organizations (HMOs) might substitute towards production of their own specialty goods. Uses data from various sources in the USA. Determines the impact of ownership on factors such as average physician ambulatory services per enrollee and average hospital days per enrollee. Concludes that policymakers need to encourage the development of standard publicly available quality measures to intensify competition and eliminate excess profits accruing to provider‐owners who substitute towards production of their own goods.
Overcoming cultural barriers to change
Authors: Hill Sandra , McNulty Des
Published: July 2002

This article is a case study which focuses on organisational and cultural change associated with the incorporation of a college which provided pre‐ and post‐registration nursing and midwifery education into a much larger institution within the university sector. Among the issues addressed is whether transformational change, such as that represented by incorporation or merger, can be used by managers to successfully refashion the culture of the organisation, making more effective than traditional or discipline‐based management structures. It examines the barriers to change and the various considerations that arose in determining the fit of managerial styles and assesses the outcomes of the process of change.
The changing context of employment in the NHS: some legal implications of changes to employment contracts
Authors: Desombre Terry , Benny Richard
Published: July 2002

The NHS has undergone and continues to undergo rapid change. As a result of this the duties and responsibilities of employees will also change. Managers within the NHS have a responsibility to ensure that appropriate contracts of employment are held by employees and that, where required, variations in these contracts are documented. This paper uses the example of the changing role of the executive nurse director to highlight the importance of this need. It concludes by warning that failure to consider both the legal duties placed on employers when implementing contractual variations and the legal implications of adopting an unlawful method of variation, might lead to large legal bills and a demand on managerial time dealing with any legal claim against the employer.
Managing human resources in healthcare: learning from world class practices ‐ part II
Authors: Zairi Mohamed
Published: July 2002

This is part II of an analysis of world class practices adopted by model organisations known for their excellence in terms of people management and their superior competitiveness based on harnessing the potential of their employees. This paper continues by addressing best practices adhered to by organisations using the NASA framework, such as Rockwell Space Systems Divisions. In addition and quite comprehensively, the paper examines the personnel function and how it is managed in Japan. Finally, the paper describes two cases of model organisations and the human resource practices adopted and concludes by drawing some useful pointers that professionals who are in a healthcare setting and who are concerned with human resources can learn from.
Europe supports UK Government in putting quality at the heart of health care
Authors: Jackson Sue
Published: July 2002

The new government drive for quality to be at the heart of health care is discussed, following which an insight into the membership and remit of the new European Health‐Care Working Group is given. The article also provides a brief description of the European Foundation for Quality Management model and the benefits associated with applying self‐assessment as a tool for attaining business excellence. Finally, the first stages of the work proposed by the European Health Care Working Group is highlighted along with the potential effect on health care within the UK.
Occupational determinants of work attitudes and organizational attachment
Authors: Mano‐Negrin Rita
Published: July 2002

The “work attitudes‐turnover” linkage was compared among four medical‐sector occupational groups. In a sample of 707 employees, drawn from eight variously‐sized medical‐sector sites, intended and actual turnover behavior is predicted. Combining a cross‐sectional and longitudinal analysis, and using two logistic regression models, the direct effect of work attitudes on intended and actual turnover was assessed. The “work attitudes‐turnover” was shown to be occupationally‐dependent.
A feedforward and feedback framework for analysing an organisation’s resources, capabilities and development needs
Authors: Taylor M.A.
Published: July 2002

The success of an organisation is measured by the progress its people make towards its goals and objectives. But, most organisations today operate in fast changing and competitive environments. In turn, these unpredictable conditions impact on the organisation’s internal operations. As a result, established skills and competences can become obsolete. Strong and appropriate competences can enhance an organisation’s performance. Strategic managers then need to ensure that their organisational skills and competences remain of an appropriate mix and measure. They need to continuously develop and/or renew the skills and capabilities of their workforce. Identifying what skills need renewing is not easy but very necessary. Identifying them quickly is harder still. An easy to follow framework that can be adapted at the various levels within the organisation’s structure could prove useful as a consistent and relatively speedy format for analysing the organisation’s resources, capabilities and development needs. This paper supports the use of such a framework.
Economic performance in European telecommunications, 1978‐1998: a comparative study
Authors: Daßler Thoralf , Parker David , Saal David S.
Published: July 2002

The European telecommunications sector is undergoing major structural change in the face of new technology, privatisation and European Commission directives requiring market liberalisation. This study considers the comparative performance of the major European telecommunications operators between 1978 and 1998. This period encompasses an era of state monopolies, market liberalisation initiatives and a number of privatisations. The objectives are to assess: the extent so far to which market liberalisation and privatisation have impacted on the efficiency with which telecommunications services are provided in Europe; and changes in the performance of the different telecommunications operators over time with a view to providing an insight into the comparative efficiency performance of the different telecommunications operators in Europe. Performance is measured in terms of profit margins and labour and total factor productivity.
A Two‐speed Monetary Union in Europe
Authors: Turner Colin
Published: July 2002

The recent crisis in the ERM has meant EMU can no longer proceed along
the lines proposed in the Maastricht Treaty. Proposes that a two or
even multi‐speed EMU should emerge from the crisis. This would be based
on a “hardcore” which would form the basis for exchange rate/macro
policy management for “softer” countries.
Air Transport Regulation in the European Union
Authors: Dearden Stephen J.H.
Published: July 2002

Reviews the development of EU regulation of its airline industry. From a
highly regulated regime the EU has slowly moved towards liberalization,
culminating in the creation of an open competitive market from 1993.
Influenced as much by the US example as by the needs of the single
European market, discusses the structural changes likely to take place
in the industry in the next few years, and the problems this may present
to the Commission in controlling non‐competitive practices.
Is there a revival of regional integration in Eastern Europe
Authors: Dangerfield Martin
Published: July 2002

A range of agreements designed to revive East and Central European
States′ (ECES) mutual trade and their trade with the former Soviet Union
have proliferated since early 1993. Considers the extent to which these
initiatives represent a genuine revival of regional co‐operation, and
looks at the factors affecting the chances for successful implementation
of existing agreements and for development of more intensive forms of
co‐operation.
The race for global leadership: Europe, the USA and Japan
Authors: Mourdoukoutas Panos
Published: July 2002

Presents an updated inquiry into the relative strengths and weaknesses of the three contenders for the marathon of the world leadership, Europe, the USA and Japan. Argues that although the USA is currently leading the race, she will not win the gold medal, which will most probably go to Japan.
Banking regulation’s impact on industry monopoly and risk
Authors: Hickson Charles , Turner John
Published: July 2002

Suggests that banks are different due to plasticity of assets and high debt/equity ratios. For this reason banks need to be regulated. Discusses the most efficient method of regulating banks. Highlights that the move from unlimited liability banking to limited liability banking was inefficient as it led to a more unstable banking system. The unstable banking system required government monitoring of banks. To reduce the costs of monitoring, regulations such as deposit insurance, price and quantity controls and the separation of investment and deposit banking were imposed. Argues that deposit insurance actually has increased banking instability. Suggests that the deregulation process of the last 20 years has led to a more unstable banking system. Argues empirically that bank regulation (apart from deposit insurance) promotes stability rather than creating banking monopolies.
Northwestern Russia: a case study in “pocket” development
Authors: Bond Derek , Tykkyläinen Markku
Published: July 2002

Reports on the transition of the economy in Northwestern Russia ‐ the only part of Russia with a land border with the European Union and a land rich in natural resources ‐ from that of a command economy to that of a market‐based economy. Reports the findings of field work into the business environment and development opportunities of the area and makes recommendations as to the conditions which need to be met to ensure successful joint ventures. Puts forward the case for the need to view regional development from a “pocket” perspective and to recognize that the market economy which is developing in Russia has a unique form which gives greater emphasis to “work community”.
The performance of foreign and national take‐overs in Belgium
Authors: Goethals Joeri , Ooghe Hubert
Published: July 2002

Measures the influence a foreign take‐over has on the performance of a firm. More precisely, compares the performance of Belgian companies that have been taken over by Belgians with the performance of Belgian companies that have been taken over by foreigners. Concludes that foreign takeovers have no negative influence on the performance of companies. Moreover, it is clear that foreign companies take over better performing companies than their Belgian counterparts.
Towards a re‐assessment of European structural policy
Authors: Tjeerdsma Rinze
Published: July 2002

Argues that the contributions to the European Union are unevenly distributed among the Member States and that Structural Policies have grown out of proportion. The size of the Structural Funds is counterproductive, while the principles on which they are based are subject to severe criticism. Proposes improvements in five areas: the application of macroeconomic conditions and time limits, reductions in the size of the budget, the introduction of feasibility studies and appraisals, the use of loans instead of subsidies and a return of the responsibility for regional policy to the national governments.
Differences between the financial characteristics of interest‐free banks and conventional banks
Authors: Metwally M.M.
Published: July 2002

Uses logit, probit and discriminant analysis to test for structural differences between the financial characteristics of interest‐free banks and conventional banks. The analysis extends to various financial dimensions which evaluate performance, namely: liquidity, leverage, credit risk, profitability and efficiency. Covers 15 interest‐free banks and 15 conventional banks. The statistical evidence suggests that the two groups of banks may be differentiated in terms of liquidity, leverage and credit risk, but not in terms of profitability and efficiency.
Strategic alliances in the aerospace industry: a case of Europe emerging or converging?
Authors: Smith David J.
Published: July 2002

Spotlights that strategic alliances are widely used within the aerospace industry and the success of Europe’s Airbus Industrie consortium has been much publicized. Less well‐documented has been the success of some of Europe’s leading engineering companies, such as Rolls‐Royce, Daimler‐Benz and BMW, in supplying aero engines to the world’s airlines. Again collaborative ventures have played an important part in helping these firms to build market share within this highly competitive global market. Reviews the changes that have taken place within both the airframe and the engine sectors of the aerospace industry in recent years. Critically evaluates the part that strategic alliances have played in the increasing commercial success of the European Union in both sectors. Highlights differences in the nature and role of such alliances as well as their impact on the structure of each sector.
Organizational Commitment and Career Development of Chinese Managers in
Hong Kong and Taiwan
Authors: Hau‐siu Chow Irene
Published: July 2002

Describes the attitude of Chinese managers towards their work. Compares
predictors of organizational commitment between Chinese managers in Hong
Kong and Taiwan. Explores relationships between the perceived career
prospects and organizational commitment. Considers the implications for
career and management development.
Career Trends and Staffing Strategies in the 1990s
Authors: Zeffane Rachid M. , Mayo Geoffrey
Published: July 2002

In the 1990s, a number of emerging issues are posing serious challenges
to the staffing function in both public and private sector
organizations. Discusses these issues and their implications on career
trends and staffing strategies. In particular, examines and discusses
the various staffing and career challenges posed by workforce diversity,
the increasing entry of women in the workforce, the increasing demand on
education and training, the increasing importance of equal opportunity
and age discrimination legislation and the changing pattern in employee
aspirations and attitudes. Also presents the way in which organizations
in the 1990s are responding to the above challenges. Also outlines and
discusses a number of suggestions relating to more effective career and
staffing strategies to deal with the above challenges.
Employee job performance and relations with superior as moderators
of the effect of appraisal goal setting on employee work attitudes
Authors: Orpen Christopher
Published: July 2002

Using a contingency model of the effectiveness of performance
appraisal interviews as a framework, examines the extent to which
employee job performance and employee relations with their superior
moderate the impact of goal setting in the interviews on the important
outcomes: employees′ reactions to the interview and their degree of work
motivation among 135 non‐managerial employees in a medium‐sized
manufacturing company. Hierarchical regression analysis indicated that
the impact of goal setting was stronger among poor performers than among
good performers, and among employees who had good relations with their
superiors than among those whose relations were relatively poor.
Advances reasons for these and suggests implications for improving
appraisals.
Keeping information systems staff (happy)
Authors: Burch O′Bryan Bernard , Pick Roger Alan
Published: July 2002

Applying Maslow′s hierarchy of needs, suggests most information
systems professionals have unfulfilled needs only at higher levels of
the hierarchy. The exact level of the hierarchy will vary from person to
person with differences between supervisors and their staff. Proposes
that training can fulfil information systems′ personnel needs at several
levels.
Pressing performance of light‐weight wool and wool blend fabrics
Authors: Wang G. , Postle R. , Phillips D.G. , Zhang W.
Published: July 2002

The press performance of a range of wool and wool blend fabrics has been investigated with the aid of a temperature adjustable hand steam iron, a domestic ironing board and a thermocouple digital temperature display.It was found that for a press duration of 10 seconds, the fabric crease angle is reduced with the increasing press temperature. The sharpest reduction in crease angle was found in the temperature range of 80°C to 120°C for all fabrics tested.At 100°C iron temperature, the fabric crease angle was reduced with increasing press duration until 20 seconds for wool fabrics and until 30 seconds for wool blend fabrics.The initial regain, or in other words, the relative humidity of the ambient atmosphere used to precondition the samples, has an important influence on the press performance. It was also found that the fabric crease recovery was greater for increasing ambient relative humidity.The fabric regain was greatly reduced during the first 10 seconds pressing time with further very slow reduction in fabric regain until 80 seconds pressing time. The regain in the upper layer of the fabric specimen was always lower than that in the lower layer.
Customer satisfaction and call centers: an Australian study
Authors: Bennington Lynne , Cummane James , Conn Paul
Published: July 2002

Call centers are growing at unprecedented rates, yet relatively little is known about customer satisfaction with this method of service delivery. Therefore, a review of the advantages and disadvantages of call centers is provided before reporting on a study carried out with users of a very large human services call center network. The results indicate that customers have slightly higher satisfaction levels with in‐person services than with call center services. Although it was predicted that older customers might be more dissatisfied with call centers than younger customers, this was not borne out by the data. Attributes of a best‐in‐the‐world call center operation are provided to guide those who design and manage call center services.
The consumer’s reaction to delays in service
Authors: Casado Díaz Ana B. , Más Ruíz Francisco J.
Published: July 2002

The objective of this study is to examine the relationships that exist among the attributions, the affect and behavioural intentions of consumers who suffer delays in services. As a new element, we propose to consider two different affective dimensions: anger (emotional reaction) and satisfaction with the service (cognitive and emotional evaluation). The methodology employed is based on structural equation modeling and the empirical application in the airline industry, which was carried out in Spain, demonstrates the existence of the sequence “attribution‐affect‐behavioural intention”, with anger being the mediator in the relationship between the attribution of control on behavioural intention (propensity to complain and repurchase intentions).
What the Service World Needs Now: Leadership Lessons from the 1980s to the 1990s
Authors: Keller Nicholas , Wilderom Celeste
Published: July 2002

Describes five negative business trends of the 1980s: too much lack
of social responsibility; one‐man show companies; good‐weather captains;
conglomerates; and mistreatment of young and promising personnel. Based
on these trends, offers ten leadership lessons for the 1990s: we need
more shared leadership; integrity; multicultural skills; wiser unions
and press; care in shareholder and board relationships; mindful
interpretations of financial facts; integration of marketing and
technology; and creativity.
Towards a Classification of Service Processes
Authors: Silvestro Rhian , Fitzgerald Lin , Johnston Robert , Voss Christopher
Published: July 2002

Over the years manufacturing managers have been unified by their
acceptance of certain terminology to describe generic production
processes. This has facilitated the sharing of ideas and management
techniques and the development of our understanding of process choice
implications on manufacturing strategies. In the service literature, no
process model has been so powerful or pervasive as the manufacturing
model. Postulates that a service typology which transcends narrow
industry boundaries may lead to some cross‐fertilization of ideas and to
an understanding of the management methods and techniques appropriate to
each service type. Proposes a model analogous to the production process
model, which has achieved such universal recognition in the world of
manufacturing. Just as production volume is used in the latter model to
integrate a wide range of production process dimensions, so suggests
that the volume of customers processed per business unit per day
correlates with six classification dimensions developed from the service
operations literature. Proposes that the three types of service process,
professional service, service shop and mass service, give rise to
different management concerns, and that service strategy, control and
performance measurement will differ significantly between the three.
Microcomputer‐based Workforce Scheduling
Authors: Jacobs Larry W. , Bechtold Stephen E.
Published: July 2002

Service operations managers often attempt to improve
labour‐scheduling efficiency through the use of one or more types of
scheduling flexibility. Part‐time labour, for example, is one type of
scheduling flexibility which is used in many service operations. The use
of part‐time workers increases productivity by providing a closer match
between the forecast labour requirements and the amount of labour
actually scheduled. Demonstrates the feasibility of implementing a
microcomputer‐based approach to workforce‐scheduling problems which
contain a substantial degree of scheduling flexibility. This approach
has particular application to small service firms which may have, or can
obtain, microcomputers to schedule their operating personnel. The actual
scheduling procedure is designed to produce daily and weekly work
schedules simultaneously (i.e. tour schedules) for workers assumed to be
of homogeneous skill and ability, such as those employed in a fast‐food
restaurant. The application of such an approach in the microcomputer
environment would have a significant impact on the ability of small
service establishments further to enhance labour utilization through the
increased use of workforce‐scheduling flexibility. Clearly demonstrates
that a microcomputer‐based workforce‐scheduling model which incorporates
a substantial amount of scheduling flexibility, can and should be
developed for use in today′s small service organizations.
Cross‐functional Integration in the New Product Introduction Process: An Application of Action Science in Services
Authors: Hart Susan J. , Service Linda M.
Published: July 2002

Examines the nature of cross‐functional integration in the
introduction of new products in a large industrial distributor. Using
the paradigm of action science to effect a detailed case analysis, the
investigation suggests that the approach to cross‐functional integration
followed by researchers of new product development may not be the most
useful way of conceptualizing and researching in a services setting.
Specifically, the extent to which shared information, decision‐making
agreement and decision‐making authority agreement are indicative of
integration is questionable – particularly if investigated using
survey research.
Evaluating a Financial Service Opportunity via Judgemental Modelling
Authors: Naudé Pete , Lockett Geoff , Blackman Ian
Published: July 2002

The financial services market is currently undergoing tremendous
change, due to the twin influences of developments in the field of
Electronic Data Interchange (EDI) and changes in the legislation
determining how banks will be allowed to operate after 1992. Describes
research whose objective was to evaluate the viability of introducing a
new service to handle cross‐border payments, undertaken for a large
multinational bank, and focused on respondents from a variety of firms
within the European Community. Uses a combination of a PC‐based
judgemental modelling package and in‐depth interviews to develop a clear
understanding of the needs of both the originators′ and the vendors′
requirements. Although based on a relatively small sample, the detailed
findings permit development of an effective approach to segmenting the
market for the particular service.
Arbitration Outcomes in the Service Sector: An Empirical Assessment
Authors: Mills Peter K. , Dalton Dan R.
Published: July 2002

While labour arbitration is established as the final stage of dispute
resolution in virtually every collective bargaining agreement, there has
been no attention focusing on its role in the service sector. Relying on
five years of arbitration data, examines the categories in which
arbitration cases arise as well as their outcomes. Finds that
disciplinary issues pertaining to absenteeism, dishonesty, drug/alcohol
abuse, and insubordination comprised the majority of cases arbitrated
for the service sector firms examined.
Sales promotion – a missed opportunity for services
marketers?
Authors: Peattie Ken , Peattie Sue
Published: July 2002

“Below‐the‐line” sales promotion as part of the
communication mix is virtually ignored within the services marketing
literature, in comparison with personal selling and
“above‐the‐line” advertising. However,
“below‐the‐line” techniques have been growing in their
extent, credibility and sophistication during the last two decades. They
have now reached the point where they deserve consideration in relation
to other areas of marketing practice beyond their fast‐moving consumer
goods (FMCG) origins. The different tools which make up the promotional
toolkit have also reached a point where they deserve individual
consideration instead of being bundled together. Seeks to demonstrate
how one such tool, the promotional competition, represents a significant
opportunity for services marketers. Reviews the literature relating to
sales promotion to build a case for the suitability of competitions for
services marketing, and presents the findings of a survey of 188
services‐sponsored competitions to explore the nature and extent of
competitions′ use in practice.
JIT in services: a review of current practices and future
directions for research
Authors: Duclos Leslie K. , Sih Samia M. , Lummus Rhonda R.
Published: July 2002

Maintains that, although service industries would benefit from
research concerning the implementation of just‐in‐time (JIT) techniques,
most research has focused on JIT only in manufacturing firms. A review
of applied journals and articles, however, revealed JIT concepts
migrating to non‐manufacturing environments. These articles describe JIT
techniques successfully moving from the factory floor to other
environments and suggest a potentially rich research opportunity.
Summarizes these articles using Benson′s guidelines for applying JIT in
service. Illustrates various JIT applications within each of the JIT
categories.
Factors affecting information systems’ success
Authors: Whyte Grafton , Bytheway Andy
Published: July 2002

States that there is continuing difficulty in achieving success with information systems, particularly in the sense of meeting users’ expectations and offers a fresh examination of those attributes of information systems by which users perceive success and failure, and through which they establish their expectations. Reviews existing research literature and suggests that, in addition to the process and product viewpoint, an important factor in achieving success is the service management perspective. Applies repertory grid techniques to uncover a total of 43 constructs which relate to users’ perceptions of success with information systems in business. Reduces these to 21 attributes which provide the basis of a new assessment and measurement framework, incorporating and augmenting the attributes found in previous work in this area. Illustrates the practical use of these attributes using two case studies: an information service provider and a hospital equipment supplier.
Managing perceptions of waiting times in service queues
Authors: Jones Peter , Peppiatt Emma
Published: July 2002

Investigates the extent to which there is a gap between customers’ perception of waiting time compared with the actual waiting time and, whether this gap could be reduced. Maister originally identified eight propositions based around the idea that the perception of waiting lines are modified by a range of factors. Although other studies have discussed Maister’s propositions by identifying the level of management control and customers’ perceptions of waiting lines, rarely has the basic idea ‐ that perceived and actual wait times may be different ‐ been empirically tested. Reviews those studies which have compared actual waiting time with perceived waiting time, before going on to report on the first known UK study. The research involved an experimental study into two of Maister’s propositions involving 300 members of the general public. Tests a control group of 100 people queueing in a small retail food outlet to identify whether there is a significant difference between perceived and actual waiting times. Repeats the measurement on two further random samples of 100 people. Then discusses the implications of this study, and the earlier studies, with respect to a revision of Maister’s original eight propositions. Concludes with a review of how queue management may be carried out more effectively in relation to matching more closely actual and perceived waiting times.
Asymmetry of information and the service relationship: selection and evaluation of the service provider
Authors: Gallouj Camal
Published: July 2002

The relationship between consultants and their clients is characterized by a considerable asymmetry of information. In this type of relationship, the client is unable accurately to evaluate the quality of the service or advice purchased. The process of purchasing advice (in terms of both selection and evaluation) appears to be very complex, and most existing models seem unsuitable. However, this does not prevent market actors from developing responses to the problems of information asymmetry which characterize the consultancy relationship. Shows that, while these responses are manifested mainly in the form of visible institutions, non‐institutional responses, including personal relations and networks of contacts and co‐operation, are often more important.
An experimental study of service recovery options
Authors: Boshoff Christo
Published: July 2002

As the importance of service quality, as both marketing strategy and competitive advantage, gains more and more recognition, efforts to recover from poor service delivery are receiving increased attention. Yet, much of the literature is based on anecdotal accounts rather than theoretical conceptualizations or rigorous empirical assessment. At least one retailing study has shown that more than 70 per cent of customers who complain can be persuaded to continue shopping with the offending retailer provided that some effort is made to recover. Little, however, is known about which strategies to employ or how these strategies interact to influence customer perceptions and attitudes, especially in a services environment. Assesses, from a management perspective, the impact three service recovery options (decisions) can have on customer satisfaction: time/speed; level of atonement; and who should be involved in service recovery. Finds that level of atonement (a tangible offering) emerged as the most dominant main effect followed by time/speed, while the organizational position of the person involved in service recovery was not significant as a main effect.
The influence of experience on service expectations
Authors: Johnson Cathy , Mathews Brian P.
Published: July 2002

States that expectations play an important part in service quality. Currently, the most widely adopted view of service quality results from customers’ expectations being met or exceeded. Surprisingly there is no clear consensus of what expectations actually are or what they do. There is only one widely applied way to measure them (SERVQUAL), an approach that is also widely criticized. Although the possible effect of many “controllable” factors on expectations has been alluded to, the effect of “uncontrollable” factors has not been thoroughly researched. Starts to redress the balance by defining expectations as a mixture of shoulds and wills; a cognitive melting‐pot of what should, ideally, happen and what will realistically happen the next time the service is visited. Uses a reliable measuring instrument to measure these two different expectations and the effect of consumers’ experience of the service on them. The results of the study demonstrate that experience of the service has a clear influence on expectations, at least within the context of the fast‐food industry.
A process‐oriented contingency approach to responsibility in professional services
Authors: Modell Sven
Published: July 2002

States that theoretical constructs of organizational technology in pervasive use in contingency research in management accounting and control can be criticized for failing to capture the open systems character of service processes. Attempts to reassess the conceptualization of service technology and applies an approach to responsibility accounting in professional services . Explores implications for two core elements of responsibility accounting: its character as a hierarchical control arrangement and the degree of controllability of performance measures, at a conceptual level and in the context of a public sector dental practice. Based on this empirical confrontation and previous research, develops a contingency framework linking responsibility accounting to modified service technology constructs through a number of research propositions.
Organizational teamworking frameworks: evidence from UK and USA‐based firms
Authors: Teare Richard , Ingram Hadyn , Scheuing Eberhard , Armistead Colin
Published: July 2002

Draws from case study research conducted in 14 UK and USA‐based manufacturing and service firms, most with mature teamworking structures. Aims to examine practitioner perspectives and current practices in teamworking and to assess the strategic contribution that work‐based teams are making to quality improvement.
Segment profitability of the US business service sector
Authors: Wilson Timothy L.
Published: July 2002

“Business” services are those services provided for business customers. As a group, this sector has been the largest single division of the US service sector, comprising 25‐30 per cent of services as defined by the Department of Commerce over the 1982 to 1992 decade. A least squares analysis of cross‐sectional information indicated relative market share and revenue per employee were statistically significant components of profitability in this sector. States that focus on these factors may lend direction to the management of services, especially at the strategic level.
Empowerment, attribution and apologising as dimensions of service recovery
Authors: Boshoff Christo , Leong Jason
Published: July 2002

The production of most services depends heavily on human involvement which, by definition, implies variability. The difficulty of standardising human behaviour during service delivery at a level expected by customers is exacerbated by the simultaneity of production and consumption. When service failures occur, the presence of customers leaves little scope for corrective action without the customer being aware of the mishap. The difficulty in avoiding visible service failures does not have to result in dissatisfied customers, however. Service firms can go a long way towards turning dissatisfied customers who have had a negative service experience into ones who are likely to remain loyal to the firm. That, however, requires an effective service recovery programme. This study pursued two objectives. The empirical results show that attribution (the firm accepting blame) is, relatively speaking, the dimension most important to customers in their assessment of the service recovery effort, followed by empowerment and apology. Once a service failure has occurred, customers prefer to deal with staff who are empowered to solve their problem quickly and they do not want to hear that someone else is to blame. An apology in person or, alternatively, by telephone is preferable. Surprisingly, pre‐service failure perceptions do not influence the customer’s satisfaction with the recovery effort, suggesting that service recovery is situation‐specific.
Services marketing management competencies: a ferry company example
Authors: Gilmore Audrey
Published: July 2002

Although much has been written about management competencies, the literature is sparse in its consideration of specific competencies for services marketing decision making. This article considers the pertinent literature surrounding management competencies in the context of decision making for services management. A case description of a consumer services company is used to develop the argument. The case description focuses on the progression of the management decision makers’ competencies over a three‐year period. The importance of continually developing the competencies of the key decision makers in an organisation is emphasised, particularly in relation to the changing nature of managerial roles and responsibilities.
Customer‐service provider relationships: an empirical test of a model of service quality, satisfaction and relationship‐oriented outcomes
Authors: Shemwell Donald J. , Yavas Ugur , Bilgin Zeynep
Published: July 2002

The objective of this study was to empirically test a model of relationships among service quality, satisfaction and selected behavioural outcomes. Particular attention was paid to delineating the cognitive aspects of the service provider‐consumer relationship from the affective, emotive factors. Using doctor‐patient relationships in Turkey as the study setting, results of a LISREL analysis suggest that the affective aspects of satisfaction have more impact than cognitive factors on patients’ propensity to continue the relationship. The most critical managerial implication of the study findings is that doctors need to place more emphasis on the functional (how it is done) aspects of care giving than the technical (what is done) ones.
Customer expectations versus perceptions of service performance in the foodservice industry
Authors: Johns Nick , Howard Antony
Published: July 2002

This study examines qualitative and quantitative differences between service expectations and perceived performance in the foodservice industry, using the profile accumulation technique. Parallel series of data were obtained for service performance perceptions from actual customers at two pizza restaurants. The three sets of data were compared qualitatively and quantitatively. Results showed that customers structured their perceptions of the service into a common set of elements (termed aspects) and attached quality attributes to each of these elements. The three data series exhibited very similar dimensionalities in terms of both aspects and attributes of the service. Attributes were identified as satisfiers or dissatisfiers. In order to gain insight about their structure they were separately recoded using four different authors’ lists of quality dimensions. The significance of their quantitative differences for positive and negative disconfirmation was also examined. Aspects and attributes were used to calculate matrices of quality metrics referring to both the “aspects” dimensions provided by respondents and the dimension lists of the four authors. The work demonstrates that it is possible to obtain and analyse customers’ expectations and perceptions without making pre‐assumptions about them, and will therefore be of interest to managers and marketers of restaurants and other services.
Modelling team structures: a grounded approach
Authors: Teare Richard , Munro‐Faure Lesley , Munro‐Faure Malcolm , Scheuing Eberhard , Bowen John T.
Published: July 2002

Throughout the UK and in most parts of the world, the importance of continuous improvement in the drive for continued success is well recognized. It is also widely acknowledged that competitive advantage can be achieved most effectively by utilizing the knowledge and experience of all employees. This article draws on case study research conducted in 14 organizations. All but one of the participating organizations (Sears, Canada) had entered and reached the finals of quality and teamwork award events. The material is grounded in the experiences of the participants so as to provide a realistic view of the issues involved in planning, implementing and evaluating a quality improvement strategy. The aim here is to examine current practices in teamworking and to assess the strategic contribution that work‐based teams make to quality improvement.
Hazardous wastes Assessing the efficacy of structures and approaches to management in Nigeria
Authors: Sangodoyin Abimbola Y. , Ipadeola Stephen F.
Published: July 2002

In this study, characterization of hazardous wastes components, treatment and disposal systems were examined for Southwestern Nigeria. The data were used to assess the effectiveness of monitoring systems and existing regulations on the subject and to proffer solutions for efficient management. Three sources of hazardous wastes were examined, namely: household units, commercial enterprises and industrial outfits. The household units, which were further classified into high, medium and low income earner groups, produced wastes with hazardous components of 5.6 per cent, 4.4 per cent and 4.2 per cent respectively. Typical results also show that the Pb component of wastes from a hairdressing salon, and that from a local aluminium pot making industry, were 0.026ppm and 0.046ppm respectively. Most of the other parameters examined were far higher than limits recommended by the World Health Organisation (WHO) for safe disposal. The trace elements, however, fall within the recommended limit of WHO. The current investigation has stressed the need to: properly monitor industrial wastes discharge as well as environmental protection officials to conduct the test themselves; enforce regulations that might require the installation of treatment plants appropriate for the type of wastes generated; encourage waste reuse and recycling; intensify public education; remediate land already polluted by hazardous waste; divert some profit generated by industries to waste management research; and establish standard laboratories all over the study area for unhindered waste monitoring.
Cellular phone systems and human health – problems with risk perception and communication
Authors: Szmigielski Stanislaw , Sobiczewska Elzbieta
Published: July 2002

Low‐level microwave (MW) fields may under certain conditions of exposure cause measurable effects in biological organisms. Exposure of the general public to MWs in the environment is generally below intensities which are considered as responsible for evoking bioeffects. Introduction of cellular phone (CP) systems has increased considerably MW exposure of CP users. Health consequences of long‐term use of CPs are not known in detail, but available data indicate that development of non‐specific health symptoms is possible, at least in “MW hypersensitive” subjects. In contrast to terminal CPs, transmitting antennas and base stations (BS) contribute to MW environmental contamination only with a small portion of the energy and do not pose any health risks. Health risks of CP use are underestimated and accepted, while risks of BS are generally overestimated by the public. Therefore, an improved risk communication as well as further studies of the risks are required.
Accumulation of Metals by Vascular Plants
Authors: Abdel‐Shafy Hussein I. , Hegemann Werner , Teiner Andrea
Published: July 2002

Describes a study carried out to evaluate the accumulation of heavy
metals by two different vascular aquatic plants in the artificial
wetlands which were constructed for the treatment of municipal
wastewater in Berlin, Germany. The studied plants were Pharagmites
australis and Schoenoplectus lacustris. The investigated metals were:
Zn, Cr, Cu, Fe, Cd, Ni and Pb. The translocation of such metals in the
plant roots, stems and leaves was also determined. The level of metals
in the influent and effluent of the wastewater, as well as the sludge,
was investigated. The concentration factor of each metal by plants and
sludge was further studied. Results revealed that P. australis has a
higher tendency for the accumulation of metals than S. Lacustris. The
level of metals was higher in roots, followed by leaves, then stems.
Metals were more concentrated in the sludge than in the plants. Further
study showed that the levels of metals in plants grown in the artificial
wetlands were higher than in those grown in a “controlled” area. Concludes
that vascular plants can act as scavengers of metals from the municipal
wastewater while still maintaining a healthy status.
The Pollution Potentials of Open Drains in Port Harcourt, Nigeria
Authors: Ayotamuno M.J. , Akor A.J.
Published: July 2002

Studies the layout of system, chemical, and physical characteristics of
wastewater flowing in open drains in the city of Port Harcourt, Nigeria.
Shows that some open drains are well constructed and lined, while most
of the others are not. Wastewater in these drains, especially in high
density areas, are dark in appearance with high levels of turbidity,
total solids, BOD, chloride and hardness. The rivers into which these
drains discharge are always contaminated with refuse items, with the
result that aquatic life is endangered.
Lead in paint and dust from a children′s nursery
Authors: Horner Jonathan M.
Published: July 2002

Paint and dust samples were collected from a children′s nursery in
a London school. After chemical digestion using an available lead
extraction method, lead concentrations were determined by atomic
absorption spectrophotometry. Most samples analysed were considered to
pose no hazard to the children. However, a few samples contained
available concentrations in excess of 2,500ppm and were considered
potentially hazardous. Such high concentrations were thought to be due
to remnants of old paint applied prior to the introduction of
regulations to limit the content of lead in paint. Although the
lead‐in‐paint hazard has diminished in recent years, the possibility of
old lead paint still being a hazard should not be ignored.
The environment knows no borders ‐ but states do
Authors: Johnston R.J.
Published: July 2002

Few environmental problems can be contained to one defined segment of the earth’s surface; because of the inter‐connectedness of environmental systems, most problems spill over into other areas. A logical consequence is that environmental problems can only be tackled vigorously at the global scale. But human organization of the earth’s surface has divided it into a large number of territorial containers, each with its own state, whose major goal is to promote the interests of its inhabitants. International collaboration over resolving environmental problems and ensuring sustainable development is thus fraught with difficulties, leading to pessimistic conclusions regarding long‐term prospects for human life on earth.