bluuebunny/crossref_metadata_2025 huggingface dataset:
Modelling consumer choice of distribution channels: an illustration from financial services
Authors: Jo Black Nancy , Lockett Andy , Ennew Christine , Winklhofer Heidi , McKechnie Sally
Published: October 2002

With channels of distribution changing rapidly and multi‐channeling becoming increasingly widespread, studies of consumers will need to focus not just on understanding product choice, but also on understanding the reasons for channel choice. Although the choice of individual channels and the adoption of new channels has been researched, there is little to suggest that we have a more general understanding of why consumers, although purchasing essentially similar products, use some channels rather than others. Using the example of financial services, where multi‐channeling has been the norm for some time, this paper reports on an exploratory study to identify those factors which influence channel choice. Based on the results of focus group discussions, the paper argues that channel choice in financial service can usefully be conceptualised as being determined by consumer, product channel and organisational characteristics, with product‐channel interactions and consumer‐channel interactions being particularly important.
Operational determinants of caller satisfaction in the banking/financial services call center
Authors: Feinberg Richard A. , Hokama Leigh , Kadam Rajesh , Kim IkSuk
Published: October 2002

Banks and financial institutions depend upon telephone call centers to meet the needs of a changing and ever more demanding consumer for 24×7 access. Call centers serve as a source of service recovery, added value, market intelligence, and strategic advantage. Despite their ubiquity, there are no studies outlining the determinants of caller satisfaction in the banking call center. This study uses data available from the Purdue University Call Center Benchmark database to determine the critical relationships between call center metrics and caller satisfaction. None of the key factors found to be determinant of customer satisfaction in call centers in other industry groups was found to be significant in bank call centers. This raises questions about how call centers are managed and serves to highlight the very low customer satisfaction that customers have with their banking call center experience.
Management’s perception of total quality service in the banking sector of a developing economy – a critical analysis
Authors: Sureshchandar G.S. , Rajendran Chandrasekharan , Anantharaman R.N. , Kamalanabhan T.J.
Published: October 2002

There is considerable lack of literature with respect to service industry management, especially in the banking industry of developing economies. Attempts to bridge this gap. Critically examines the banking industry in a developing nation – India. Investigates the discrepancies among the various groups of banks in India with respect to the total quality service (TQS) dimensions (from the perspective of the management). The results indicate that the three groups of banks in India seem to vary significantly. Identifies the dimensions that contribute most to discriminating between the groups. Also computes and analyses the total quality service indices with respect to the 12 dimensions for the three groups of banks and for the banking industry as a whole and in order to ascertain the level of TQS implementation in the Indian banking scene. Offers key insights on the criticality of the different TQS dimensions with respect to the banking sector in developing economies.
Analysis of a successful consultative effort from four psychoanalytic perspectives
Authors: Czander William , Jacobsberg Lawrence , Redding Mersky Rose , Nunberg Henry
Published: October 2002

Four psychoanalytic consultants, each utilizing one the most prevalent theoretical orientations used in the field of psychoanalytic consulting are asked to explain why a consultation succeeded. Using differing theories the four psychoanalysts reach the same conclusion. They conclude the consultation succeeded because of the consultants ability to manage and benefit from the intense transference reactions of the organization’s staff. These analysts suggest that the work of psychoanalytic consulting may be much more similar to the work of clinical psychoanalysis than previously assumed and that the key to understanding why a consultation succeeds or fails can be found in the analysis of the transferences in the relationship between the consultant and consultees.
Organisational defences revisited: systems and contexts
Authors: Hyde Paula , Thomas Alan B.
Published: October 2002

It has been suggested that localised attempts at change may fail because of organisational defences that are sustained through bureaucratic systems. Mental health workers face specific threats arising from the nature and context of their work. The resulting anxieties lead to defensiveness in the workers that may be supported by organisational structures and procedures. Attempts at changing existing patterns of work can increase anxiety and lead to more (rather than less) entrenched resistance in the form of organisational defences. As a result, the service received by patients may barely change. Four health service contexts are introduced here and psychodynamic processes operating therein are explored and contrasted.
Enhancing clinical and management discourse in ICT implementation
Authors: Waring Teresa , Wainwright David
Published: October 2002

Modern NHS organisations are seen to be increasingly reliant, in terms of achieving improvements and service targets, on the efficient provision of information to enable clinical, administrative and managerial decision making. A key barrier to effective ICT introduction in NHS trust hospitals has been identified as the complex social, organisational and political issues endemic within the organisation, preventing true discourse amongst key stakeholders. This paper describes how the adaptation of critical social theoretical thinking may be used to develop an innovative approach to participative process and information flow modelling. This approach is used within a hospital trust to investigate its potential as a precursor to ICT procurement and development. Empirical results of the research are described with suggestions for a more informed approach to ICT introduction, leading to a re‐examination of issues concerning: historical context, emancipatory practice and the role of the systems analyst.
Clinical ICT systems: augmenting case management
Authors: Baldwin Lynne P. , Clarke Malcolm , Jones Russell
Published: October 2002

In order to improve the diagnosis and subsequent care given to patients, health‐care workers involved in the management of their care, as well as the treatment itself, are increasingly looking at the role that information and communication technologies (ICTs) can play in supporting the complex interactions between patient, doctor or nurse, consultant and medical equipment. Effective communication both amongst health‐care workers and between health‐care workers and their patients in both primary and secondary care is vital; ICTs can play an important role in this. In this paper possible interpretations given to the term “telemedicine” are discussed, and then attention is turned to the challenges involved in human interaction and the role of ICTs. An example of a clinical ICT system (AIDMAN) is used to illustrate how face‐to‐face interaction has usefully been supported by way of a “virtual” consultation, which facilitates remote medical diagnosis and can provide improved case management.
Using geographical information systems for management of back‐pain data
Authors: Ghinea G. , Gill D. , Frank A. , de Souza L.H.
Published: October 2002

In the medical world, statistical visualisation has largely been confined to the realm of relatively simple geographical applications. This remains the case, even though hospitals have been collecting spatial data relating to patients. In particular, hospitals have a wealth of back pain information, which includes pain drawings, usually detailing the spatial distribution and type of pain suffered by back‐pain patients. Proposes several technological solutions, which permit data within back‐pain datasets to be digitally linked to the pain drawings in order to provide methods of computer‐based data management and analysis. In particular, proposes the use of geographical information systems (GIS), up till now a tool used mainly in the geographic and cartographic domains, to provide novel and powerful ways of visualising and managing back‐pain data. A comparative evaluation of the proposed solutions shows that, although adding complexity and cost, the GIS‐based solution is the one most appropriate for visualisation and analysis of back‐pain datasets.
Properties of new printed circuit board base materials
Authors: Ehrler Sylvia
Published: October 2002

Currently, the most widely used Printed Circuit Board (PCB) base material is the glass reinforced epoxy known as FR‐4. To improve the electrical or the thermomechanical performance of PCBs, there are two possibilities from a material standpoint: a modification or change of the resin system and a change of the reinforcement. Currently, there are a number of resins used for high performance PCB base materials. These resin systems offer higher Tgs and lower z‐axis‐expansions for improved through hole reliability. Non‐halogenated epoxy resin systems are offered for the production of green PCBs. In addition to new resins, new reinforcements are available for use in PCBs. Which can improve the electrical parameters of the base material and the x and y axis‐ thermal expansion also changes with the use of those reinforcements. This paper compares the thermomechanical and electrical parameters of some new high performance and green base materials with the glass reinforced epoxy materials commonly used in both high layer count boards and microvia applications.
The devolution of HR responsibilities – perspectives from the UK’s public sector
Authors: Harris Lynette , Doughty Dave , Kirk Susan
Published: October 2002

This article examines the reallocation of human resource management responsibilities from HR specialists to line managers in UK public sector organisations in an increasingly regulated working environment. It uses evidence about the extent and scope of HR devolution in a large unitary city council, the British Library and a county probationary service. Based on the perceptions of senior managers, middle managers, HR specialists and the trade union representatives, it specifically explores: the issues devolution raises about the HR responsibilities of line managers; the experience of HR devolution in the public sector; and the impact of a more externally regulated and litigious workplace on continuing devolution.
Some factors affecting ink transfer in gravure printing
Authors: Elsayad S. , Morsy F. , El‐Sherbiny S. , Abdou E.
Published: October 2002

Many factors affect the print quality and ink transfer. These are either machine factors, paper factors, or Ink factors. The aim of this work was to find out to what extent are the amount of ink transferred influenced by the previously mentioned factors. Atomic absorption was used for quantitatively measuring the amount of ink transferred. Copper phthalocyanine pigment was chosen. The amount of copper detected is taken as an indication of the amount of ink transferred. The results indicated that the amount of ink transferred decreased as the printing speed increased. It was expected to be increased with increasing printing pressure. But It was found that the amount of ink transferred to supercalendered paper decreased with increasing printing pressure. The amount of ink transferred increased as the ink viscosity increased. The type of ink resin was found to have a considerable effect on the amount of ink transferred.
Managing the paradox of inter‐firm learning: the role of governance mechanisms
Authors: Mohr Jakki J. , Sengupta Sanjit
Published: October 2002

Organizational learning in inter‐firm exchange relationships poses a double‐edged sword. On one hand, inter‐firm learning is a desirable extension of organizational learning, developing a firm’s knowledge base, and providing fresh insights into strategies, markets, and relationships. On the other hand, inter‐firm learning can lead to unintended and undesirable skills transfer, resulting in the potential dilution of competitive advantage. This risk can be exacerbated by disparities in inter‐firm learning, resulting in uneven distribution of benefits and risks in the collaborative relationship. This paper articulates these two different views on inter‐firm learning, and second, develops a framework for the role of governance in regulating knowledge transfer. In particular, appropriate governance mechanisms must be crafted which match the learning intentions of the partners, the type of knowledge sought, and the designed duration for the collaboration, so as to maximize the benefits of learning while minimizing the risks. Implications for strategy and future research are offered.
Collaboration between developed and developing country‐based firms: Danish‐Ghanaian experience
Authors: Kuada John
Published: October 2002

This paper presents a conceptual model of partners’ assessment of the performance of their co‐partners in a collaborative relationship. The model’s usefulness has been illustrated through a study of 12 collaborative arrangements between Danish and Ghanaian companies. The results indicate gaps in partners’ expectations and perceived performance of their co‐partners. The perceptual gaps have been explained with reference to differences in motives of collaboration, intensity of interaction, cultural differences as well as the active involvement of a catalyst institution in the development of the relationship. The paper also draws attention to the policy and strategy implications of the empirical evidence.
The relationship between service quality and customer satisfaction – a factor specific approach
Authors: Sureshchandar G.S. , Rajendran Chandrasekharan , Anantharaman R.N.
Published: October 2002

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized) is still shrouded with uncertainty. Many researchers have operationalized customer satisfaction by using a single item scale and many others have used multiple item scales. The present study adopts a different approach and views customer satisfaction as a multi dimensional construct just as service quality, but argues that customer satisfaction should be operationalized along the same factors (and the corresponding items) on which service quality is operationalized. Based on this approach, the link between service quality and customer satisfaction has been investigated. The results have indicated that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another.
Professional development for inclusive schooling
Authors: Robinson Robyn , Carrington Suzanne
Published: October 2002

Professional development aims to impact upon teacher knowledge, teacher practice and thus change student outcomes. Some of the most effective examples of professional development have focussed on active involvement of staff and administration in the process and have been extensive and progressive in nature. In this paper, we report on the implementation of a model of professional development in which school reculturing, collaboration between teaching professionals and opportunities for individual teacher learning are core themes. This study, undertaken at a disadvantaged primary school in Queensland, Australia, was a collaborative effort between the school and a university. The case study data were collected within the context of a larger research project. Analysis of the data, collected from focus group interviews with 11 teachers at the school and reflective notes taken from the second author’s research journal, revealed four major themes which focus on reflections of the process of professional development: individual focus areas chosen by the teachers; positives about the process; areas for improvement; and ideas for sustaining the professional collaboration. In conclusion, this study has shown that professional development undertaken in a climate of school reculturing and collaboration enhances a teacher’s sense of ownership and relevance of the in‐service.
Introduction
Authors: Deegan Craig
Published: October 2002

This paper serves as an introduction to this special issue of Accounting, Auditing & Accountability Journal; an issue which embraces themes associated with social and environmental reporting (SAR) and its role in maintaining or creating organisational legitimacy. In an effort to place this research in context the paper begins by making reference to contemporary trends occurring in social and environmental accounting research generally, and this is then followed by an overview of some of the many research questions which are currently being addressed in the area. Understanding motivations for disclosure is shown to be one of the issues attracting considerable research attention, and the desire to legitimise an organisation’s operations is in turn shown to be one of the many possible motivations. The role of legitimacy theory in explaining managers’ decisions is then discussed and it is emphasised that legitimacy theory, as it is currently used, must still be considered to be a relatively under‐developed theory of managerial behaviour. Nevertheless, it is argued that the theory provides useful insights. Finally, the paper indicates how the other papers in this issue of AAAJ contribute to the ongoing development of legitimacy theory in SAR research.
Chaos: the lens that transcends
Authors: Fitzgerald Laurie A.
Published: October 2002

The primary aim of this introductory article is to set forth a conceptual framework that sheds light on the evolving cosmology and meta‐praxis of organizational change known as Chaos. The author who is also co‐editor of this journal, points out how the five fundamental principles of this emerging worldview can be made both applicable to and actionable in the modern business enterprise.
Focusing on key elements of TQM – evaluation for sustainability
Authors: Curry Adrienne , Kadasah Nasser
Published: October 2002

Without sustainability TQM initiatives are usually doomed to fail. The essence of TQM is continuity over time and integration of quality management initiatives into daily organizational operations. The purpose of this paper is twofold: to define what are the key priority elements of TQM on which companies need to focus and to present an evaluation tool based on these key elements that can be used to assess the extent of progress of TQM. The tool encompasses ISO 9000 as well as TQM elements, bearing in mind that they should complement rather than conflict with each other. The research context is the Kingdom of Saudi Arabia, a less developed country where the issue of sustainability is even more crucial than in fully industrialised countries.
Quality management results in ISO 9000 certified Spanish firms
Authors: José Tarí Juan , Molina José Francisco
Published: October 2002

Many firms have started to realise the benefits of total quality management. In this respect, quality management improves internal and external quality management performance. This philosophy enhances customer satisfaction, employee satisfaction and increases business results. Therefore, the results of most quality management practices show that firms implementing quality systems achieve significant improvement in customer satisfaction, employee satisfaction, social impact and business results. The focus of this study was to analyse and evaluate quality management results in ISO 9000 certified firms, in order to identify the key results of TQM and to classify firms. For this purpose, we use a factor analysis and a cluster analysis.
Development of the system for qualitative prediction of garments appearance quality
Authors: Geršak Jelka
Published: October 2002

The contribution presented here is the development of the system for qualitative prediction of garment appearance quality. The starting point for designing such a system is a qualitative evaluation of garment appearance quality, based on the study of relation of fabric mechanical properties and achieved quality level of garment appearance, as well as the definition of elements of a system for qualitative evaluation of garment appearance quality level, i.e. its fit.
Design agility and manufacturing responsiveness on the Web
Authors: Toussaint J. , Cheng K.
Published: October 2002

This paper is to investigate a Web‐based engineering approach to enable engineers to use, share, and simulate effectively and efficiently design and manufacturing data through the World Wide Web. The enabling techniques to implement such an approach are critically discussed with an example based on a tolerancing application and two Java‐based machining simulators for e‐manufacturing purposes, as well as an example of real‐time 3D implementation. The outcome of this research is for helping designers and manufacturing engineers to be able accurately to make the right decisions for their respective purposes.
Web‐based simulation portal for investigating impacts of sharing production information on supply chain dynamics from the perspective of inventory allocation
Authors: Lau Jason S.K. , Huang George Q. , Mak K.L.
Published: October 2002

Information sharing and coordination between buyer and vendor have been considered as useful strategies to improve supply chain performance. The debate is about what information to share and how to share most cost‐effectively to maximize the mutual benefits of the supply chain as a whole and the individual business players. Proposes a systematic framework for investigating the impacts of sharing production information on the supply chain dynamic performance. This framework supports supply chain researches to study impacts of information sharing under various scenarios. Examines, under the framework, an inventory allocation problem in an arborescent distribution supply chain with two distribution channels competing for the same source of supply. Finds that the levels of benefits by sharing information vary with different players involved in the supply chain. Suggests some guidelines to balance the benefits in a supply chain in order to motivate information sharing.
Rural grocery shoppers: do their attitudes reflect their actions?
Authors: Broadbridge Adelina , Calderwood Eric
Published: October 2002

Using a longitudinal research methodology, this research investigated the grocery shopping habits of residents in rural communities in Western Stirlingshire, Scotland. In particular, it attempted to uncover the factors and attitudes that influence customers’ store choice decisions and their attitudes towards their local shops. Findings revealed that although respondents held a positive overall view of their local shops, less than one‐third purchased a high proportion of their food shopping in local shops. While it is unlikely that local traders will reverse outshoppers’ shopping behaviours, with a re‐evaluation of their overall offer, they may be able to establish themselves as a reliable supplementary or secondary choice option, thereby maintaining the local shop as a viable function. Recommendations based on offer, service and environment are made to differentiate local shops from the major multiples.
Making nursing visible? Gender, technology and the care plan as script
Authors: Wilson Melanie
Published: October 2002

The objective of this paper is to persuade the reader of the potential benefits to be gained in applying to the study of information systems in Organisations concepts and theoretical tools developed elsewhere in the social sciences. A framework for analysis derived from a combination of feminist theory and social studies of technology (SST) is presented. The key analytical tools of the script and inscription, interpretative flexibility and actant, stabilisation and visibility are discussed. The paper attempts to demonstrate how these tools can be employed to go beyond the stereotypical images of gender and technology, by focusing on contradiction and resistance. An empirical study concerns an automated care planning system used and resisted by nurse users in a UK National Health Service hospital. The discussion is informed by a resultant table describing the outcome of the application of SST tools as well as points made concerning the issue of gender and technology.
The emergence of e‐market services in the Australian mining industry: Ludowici Mineral Processing Pty Ltd, Quadrem eMarketplace, and Austrade eMarket Services
Authors: Lassen Helen , Kandampully Jay , Barker Sunita
Published: October 2002

Computer‐mediated business transactions have transformed the relationship between buyer and seller, and have revolutionised the procurement process. Through the advent of electronic marketplaces (e‐markets), buyers and sellers are offered an alternative to the traditional business‐to‐business relationship. Regarded as a new efficient way to communicate, advertise, and distribute, e‐marketplaces provide both parties with global access together with reduced transaction costs. This paper reports on the e‐market experiences of an Australian manufacturer of mining equipment, Ludowici Mineral Processing Pty Ltd, in its association with an e‐marketplace, Quadrem, and the benefits reaped from the relationship.
Exploding some myths about customer relationship management
Authors: Crosby Lawrence A.
Published: October 2002

How can popular misconceptions about the nature of customer relationship marketing/management limit the effectiveness of this approach? How are companies misled by an over‐reliance on technology, lack of strategic perspective, use of faulty metrics, inadequate segmentation, neglect of brand considerations, blind faith in data, and confusion regarding leadership roles? This article challenges the misconceptions and provides guidance on how to successfully execute a customer relationship strategy.
A moving grid model for the pyrolysis of charring materials
Authors: Theuns E. , Vierendeels J. , Vandevelde P.
Published: October 2002

This paper describes a one dimensional moving grid model for the pyrolysis of charring materials. In the model, the solid is divided by a pyrolysis front into a char and a virgin layer. Only when the virgin material reaches a critical temperature it starts to pyrolyse. The progress of the front determines the release of combustible volatiles by the surface. The volatiles, which are produced at the pyrolysis front, flow immediately out of the solid. Heat exchange between those volatiles and the char layer is taken into account. Since the model is used here as a stand‐alone model, the external heat flux that heats up the solid, is assumed to be known. In the future, this model will be coupled with a CFD code in order to simulate fire spread. The char and virgin grid move along with the pyrolysis front. Calculations are done on uniform and on non‐uniform grids for the virgin layer. In the char layer only a uniform grid is used. Calculations done with a non‐uniform grid are about 3 times faster than with a uniform gird. The moving grid model is compared with a faster but approximate integral model for several cases. For sudden changes in the boundary conditions, the approximate integral model gives significant errors.
Balancing work and family with telework? Organizational issues and challenges for women and managers
Authors: Tremblay Diane‐Gabrielle
Published: October 2002

This article presents a research on telework and deals with the following questions: Who are the teleworkers (sex, age, main socio‐occupational categories)? What are the impacts of telework on work organization and working conditions, particularly for women, and in terms of work‐family balance, since telework is sometimes presented as a solution to problems of reconciling work and family responsibilities? Finally, what is the level of satisfaction among teleworkers and why are they satisfied or dissatisfied with this system? Are there differences between various groups on this regard? We insist on the dimensions of working conditions and autonomy in telework and highlight the fact that there is a risk of polarization according to gender, women being more frequently in a situation where they have less autonomy than men in telework, although many also see telework in a positive way, as an “escape” from a bureaucratic work environment.
Organizational values, job experiences and satisfactions among managerial and professional women and men: advantage men?
Authors: Burke Ronald J.
Published: October 2002

This study examined the relationship of managerial and professional women’s and men’s perceptions of organizational values supportive of work‐personal life balance and their job experiences, work and non‐work satisfactions and psychological wellbeing. Managerial women reporting organizational values more supportive of work‐personal life balance also reported greater job and career satisfaction, less work stress, less intention to quit, greater family satisfaction, fewer psychosomatic symptoms and more positive emotional wellbeing. Managerial men reporting organizational values more supportive of work‐personal life balance also reported working fewer hours and extra hours, less job stress, greater joy in work, lower intentions to quit, greater job, career and life satisfaction, fewer psychosomatic symptoms and more positive emotional and physical well‐being. Multiple regression analyses indicated more independent and significant correlates of organizational values supporting work‐personal life balance among men than among women. Possible explanations for why men might benefit more from such organizational values are offered.
Bright Sparklers fire and explosions: the lessons learned
Authors: Shaluf Ibrahim M. , Ahmadun Fakharul‐razi , Mustapha Sa’ari , Mat Said Aini , Sharif Rashid
Published: October 2002

The fireworks industry is a dangerous business. Many disasters occur due to manufacturing and use of fireworks. It has been recorded that there have been 15 disasters resulting from fireworks worldwide. Malaysia has experienced such tragedies through a fire and explosion of Bright Sparklers fireworks factory. This paper summarizes the sequence of events which led to the Bright Sparkler disaster and proposes some lessons which could be learned from the experience.
Economic capital: at the heart of managing risk and value
Authors: Scott Jeremy
Published: October 2002

The calculation of economic capital in its entirety has, until recently, been complex. But increasingly it has become a risk‐management system across entire groups. The author looks at how it can be done and analyses the advantages it creates.
Using QAA subject benchmark information: an academic teacher’s perspective
Authors: Houghton Warren
Published: October 2002

This paper describes, with examples, the writing of aims and intended learning outcomes for a broad range of engineering degree programmes at various levels including undergraduate masters. The relevance and helpfulness, to this process, of the engineering benchmark statement are discussed in the context of the range of other attempts at setting out standards for engineering degrees over several decades, mainly by professional bodies. The discussion also includes the implications, for delivery and assessment, of setting threshold standards, and the importance of clear presentation of intended learning for the successful introduction of PDP.
Action research within organisations and university thesis writing
Authors: Zuber‐Skerritt Ortrun , Perry Chad
Published: October 2002

This paper argues that action research is more appropriate than traditional research for improving practice, and professional and organisational learning. Our particular aim is to help postgraduates in the social and human sciences to understand and clarify the difference between core action research and thesis action research; that is, between collaborative, participatory action research in the field (aimed at practical improvement in a learning organisation) and independent action research in preparing the thesis (aimed at making an original contribution to knowledge). We present a model to illustrate the distinction and relationship between thesis research, core research and thesis writing.
Cross‐national applicability of a perceived quality model
Authors: Agarwal Sanjeev , Teas R. Kenneth
Published: October 2002

Marketing scholars have long debated whether marketing programs and processes can be standardized across countries. However, empirical examination of cross‐national applicability of marketing models, which are originally generated for a single market – usually the USA – are rare. This study tests the standardizability of the Dodds, Monroe, and Grewal model that explains consumers’ willingness to buy based on extrinsic cues – such as brand name, price, and retailer reputation – and on their perceptions of quality, sacrifice, and value. The study examines the model via experiments conducted in the USA, Belgium, and Sweden. The results suggest that while the model is supported across countries, the relative importance of the extrinsic cues may vary across countries.
Segmenting customer brand preference: demographic or psychographic
Authors: Lin Chin‐Feng
Published: October 2002

A multi‐segmenting methodology is proposed for comparing the segmenting capabilities of segmentation variables and providing complete market segmentation information. Demographic and psychographic variables based on the differentiation of consumer brand preference were used to elicit the characteristics of market segments. In a comparative evaluation, the multi‐combination variables of demographic segmentation exhibited market‐segmenting capabilities equivalent to those of psychographic segmentation. The purpose of this research is utilizing multiple segmentation variables to identify smaller, better‐defined target sub‐markets for enhancing business competitive advantages.
Senior executives’ perceptions of business‐to‐consumer (B2C) online marketing strategies: the case of Singapore
Authors: Teo Thompson S.H. , Swan Tan Jek
Published: October 2002

This paper represents one of the first few studies on Internet marketing strategies of business‐to‐consumer (B2C) firms in Singapore. A survey was sent to CEOs/marketing managers of 400 firms, of which 92 usable responses were obtained. The results of hierarchical regression analyses indicate that strategies to attract customers and to relate to customers have significant positive relationships to online brand equity (defined as “a set of brand assets and liabilities linked to a brand, its name and symbol that add or subtract from the value provided by a product or service to a firm and/or to its customers”). In addition, online brand equity is positively related to financial growth. Implications of the results are discussed.
Crew resource management: improving team work in high reliability industries
Authors: Flin Rhona , O’Connor Paul , Mearns Kathryn
Published: October 2002

The aviation industry recognised the significance of human error in accidents in the 1970s, and has been instrumental in the development of special training, designed to reduce error and increase the effectiveness of flight crews. These crew resource management (CRM) programmes focus on “non‐technical skills” critical for enhanced operational performance, such as leadership, situation awareness, decision making, team work and communication. More recently CRM has been adopted by other “high reliability” team environments including anaesthesiology, air traffic control, the Merchant Navy, the nuclear power industry, aviation maintenance, and the offshore oil industry. This review paper describes the basic principles of crew resource management, then outlines recent developments in aviation and other high reliability work environments.
A review of survey research in knowledge management: 1997‐2001
Authors: Chauvel Daniele , Despres Charles
Published: October 2002

Among the tools that knowledge management (KM) now deploys to assess its state of development are those surveys which determine current practice, establish benchmarks and offer a quantitative/qualitative description of what occurs “in reality”. The premise of this paper is that a competent analysis of survey research in any domain opens a window on the thinking that the field has on itself. Reports a research program which identified surveys that have been conducted in KM between 1997‐2001, analyzes these surveys for the themes that form their conceptual foundations, and determines through thematic deconstruction the topics that appear to be major and minor preoccupations in KM. This developed a framework of six bipolar dimensions that account for all the organizing logics employed in the group of surveys. Presses this framework against previous research in which Despres and Chauvel identified the structuring devices used in conceptual models of KM. Concludes by making projections for future thinking in KM given the view it appears to be taking on itself.
Knowledge tasks and teleworking: a taxonomy model of feasibility adoption
Authors: Pérez Pérez Manuela , Martínez Sánchez Angel , Pilar de Luis Carnicer Ma , José Vela Jiménez Ma
Published: October 2002

This paper develops a framework to study the potential feasibility to telework knowledge tasks and jobs. The model analyzes the knowledge tasks according to four basic knowledge processes: generation; codification; storage; and transfer. This taxonomy is used together with the distribution of productive work time of knowledge workers to ellaborate groups of knowledge tasks that are more suitable to be teleworked.
Innovation as newness: what is new, how new, and new to whom?
Authors: Johannessen Jon‐Arild , Olsen Bjørn , Lumpkin G.T.
Published: October 2002

Innovation implies newness. To define and measure innovation better, we investigated three dimensions of newness: what is new, how new, and new to whom? Drawing on prior research by Schumpeter and Kirzner, we developed a scale that addresses six areas of innovative activity: new products, new services, new methods of production, opening new markets, new sources of supply, and new ways of organizing. Using factor analysis on data from two separate field studies – 684 firms from eight industries and 200 information technology firms – we found that innovation as newness represents a unidimensional construct, distinguished only by the degree of radicalness.
Factors influencing product development team satisfaction
Authors: Barczak Gloria , Wilemon David
Published: October 2002

The increasing use of cross‐functional teams for new product development (NPD) belies the difficulty managers face in creating teams that are truly effective. Effectiveness depends, in part, on having members who are satisfied with their team and their project. This article reports the results of 71 interviews with members of NPD teams, with a particular focus on the drivers of team member satisfaction. These drivers include: team characteristics, clear project goals, clarity about evaluation and rewards, effective leadership, management support, and manageable levels of conflict and stress. To create satisfied team members, we discuss actions that can be taken at the senior management, project leader and team member level.
Advancing sustainability in higher education
Authors: Fien John
Published: October 2002

This paper explores issues related to the choice of goals and approaches for advancing sustainability in higher education through research. The paper argues that the diverse nature of the questions, issues and problems facing advocates of sustainability in higher education requires a willingness to adopt an eclectic approach to the choice of research methodologies or paradigms. The views of reality and knowledge embedded in alternative research paradigms – empirical analytical, interpretive, critical, and poststructural paradigms – are summarised briefly. The relevance of the four paradigms is illustrated by taking two issues of sustainability in higher education and exploring how they would be addressed by each one. The two issues are: campus catering services and integrating the principles of the Earth Charter into an engineering degree program. The paper concludes by reviewing the debate over whether this eclectic position is consistent with the goals of advancing sustainability in higher education.
Chemical structure representation for information exchange
Authors: Engel Thomas , Gasteiger Johann
Published: October 2002

Information exchange is of primary importance in any scientific discipline but particularly so in such an information‐rich domain as chemistry. Chemists have developed a language of their own for representing information which is essentially graphical in nature: structure diagrams and reaction equations. Methods of converting this graphical language into a computer representation have been developed and efforts have been made to standardise such representations. This paper reports on these achievements and points out where further work has to be done.
Chemical databases: an overview of selected databases and evaluation methods
Authors: Voigt Kristina , Welzl Gerhard
Published: October 2002

Scientific information is more and more buried in the proliferation of commercial sites on the Internet. This means that valuable chemistry sites and chemical databases are difficult to find. In this paper some databases selected by the authors are introduced. These sites can be divided into three groups: databases which used to be only available through commercial hosts; databases which are available commercially but parts of them on the free Internet; and databases of topical concern, e.g. chemical weapons. All the mentioned databases can be found in a structured format in the DAIN Metadatabase of Internet Resources for Environmental Chemicals, which is explained in this paper. An important further step to get out of the information labyrinth is the evaluation of the content of data‐sources for chemicals. Approaches have been made to analyze chemical databases applying discrete mathematical methods and multivariate statistics.
Hydrogen/deuterium exchange and mass spectrometric analysis of a protein containing multiple disulfide bonds: Solution structure of recombinant macrophage colony stimulating factor‐beta (rhM‐CSFβ)
Authors: Yan Xuguang , Zhang Heidi , Watson Jeffrey , Schimerlik Michael I. , Deinzer Max L.
Published: October 2002

Studies with the homodimeric recombinant human macrophage colony‐stimulating factor beta (rhM‐CSFβ), show for the first time that a large number (9) of disulfide linkages can be reduced after amide hydrogen/deuterium (H/D) exchange, and the protein digested and analyzed successfully for the isotopic composition by electrospray mass spectrometry. Analysis of amide H/D after exchange‐in shows that in solution the conserved four‐helix bundle of (rhM‐CSFβ) has fast and moderately fast exchangeable sections of amide hydrogens in the αA helix, and mostly slow exchanging sections of amide hydrogens in the αB, αC, and αD helices. Most of the amide hydrogens in the loop between the β1 and β4 sheets exhibited fast or moderately fast exchange, whereas in the amino acid 63–67 loop, located at the interface of the two subunits, the exchange was slow. Solvent accessibility as measured by H/D exchange showed a better correlation with the average depth of amide residues calculated from reported X‐ray crystallographic data for rhM‐CSFα than with the average B‐factor. The rates of H/D exchange in rhM‐CSFβ appear to correlate well with the exposed surface calculated for each amino acid residue in the crystal structure except for the αD helix. Fast hydrogen isotope exchange throughout the segment amino acids 150–221 present in rhM‐CSFβ, but not rhM‐CSFα, provides evidence that the carboxy‐terminal region is unstructured. It is, therefore, proposed that the anomalous behavior of the αD helix is due to interaction of the carboxy‐terminal tail with this helical segment.
Two β‐rich structural domains in GABAA receptor α1 subunit with different physical properties: Evidence for multidomain nature of the receptor
Authors: Shi Haifeng , Tsang Shui Ying , Zheng Hui , Sturgis James N. , Xue Hong
Published: October 2002

The type A γ‐aminobutyric acid (GABAA) receptor is a major inhibitory neurotransmitter‐gated ion channel. Previously, we identified a membrane‐proximal β‐rich (MPBR) domain in fragment C166‐L296 of GABAA receptor α1 subunit, forming nativelike pentamers. In the present study, another structural domain, the amino‐terminal domain, was shown to exist in the fragment Q28‐E165. The secondary structures of both fragments were β‐rich as measured using FTIR spectroscopy and estimated from the CD spectra to be 42% and 51% β‐strand for Q28‐E165 and C166‐L296, respectively. The CD spectrum of the combined fragment Q28‐L296 was additive of the spectra of the two fragments. In addition, denaturation curves of both fragments were characteristic of cooperative transitions, supporting their domainlike nature. C166‐L296 required 6.5 M of guanidine chloride for total denaturation, therefore it is extraordinarily stable, more so than Q28‐E165. Moreover, effects of detergent on the molecular masses of Q28‐E165 and C166‐L296, as monitored using laser‐scattering spectroscopy, indicated that intermolecular interactions were much more significant in C166‐L296 than in Q28‐E165. Effects of pH on their molecular masses suggested that ionic forces were involved in these interactions. Together the results show that the two adjacent fragments form independent folding units, MPBR and amino‐terminal domains, different in secondary structure content, denaturation profile, and polymerization status, and suggest that the former may play a more important role in receptor assembly and that the extraordinary stability may underlie its intrinsic tendency to form oligomers. More significantly, the present study has provided direct evidence for the long‐postulated multidomain nature of this family of receptors.
A structurally conserved water molecule in Rossmann dinucleotide‐binding domains
Authors: Bottoms Christopher A. , Smith Paul E. , Tanner John J.
Published: October 2002

A computational comparison of 102 high‐resolution (≤1.90 Å) enzyme‐dinucleotide (NAD, NADP, FAD) complexes was performed to investigate the role of solvent in dinucleotide recognition by Rossmann fold domains. The typical binding site contains about 9–12 water molecules, and about 30% of the hydrogen bonds between the protein and the dinucleotide are water mediated. Detailed inspection of the structures reveals a structurally conserved water molecule bridging dinucleotides with the well‐known glycine‐rich phosphate‐binding loop. This water molecule displays a conserved hydrogen‐bonding pattern. It forms hydrogen bonds to the dinucleotide pyrophosphate, two of the three conserved glycine residues of the phosphate‐binding loop, and a residue at the C‐terminus of strand four of the Rossmann fold. The conserved water molecule is also present in high‐resolution structures of apo enzymes. However, the water molecule is not present in structures displaying significant deviations from the classic Rossmann fold motif, such as having nonstandard topology, containing a very short phosphate‐binding loop, or having α‐helix “A” oriented perpendicular to the β‐sheet. Thus, the conserved water molecule appears to be an inherent structural feature of the classic Rossmann dinucleotide‐binding domain.