bluuebunny/crossref_metadata_2025 huggingface dataset:
Key issues and challenges of risk management and insurance in China's construction industry
Authors: Liu Junying , Li Bingguang , Lin Binshan , Nguyen Vanthuan
Published: March 2007

Purpose

The purpose of this study is to investigate the key issues and challenges in risk management and insurance in the Chinese construction industry and propose solutions to improve risk management.

Design/methodology/approach

The study is based on surveys which target people who have direct or relevant experience of risk management and construction insurance in China. Surveys were conducted by e‐mail, mail and fax to selected clients, contractors (project director, project managers, and contract managers/administrators), insurers, brokers, consultants, claim advisors, and academics; and e‐mails to Chinese researchers in the construction management field. Descriptive analysis is used for data analysis.

Findings

It is found that cultural considerations inhibit proper implementation of risk management in China's construction industry. It is also found that the perception and attitude of contractors play an important role in developing risk management. Accordingly, an organizational learning of a risk management model is designed and proposed as an organizational learning process through collaborative teamwork to improve risk management and create a learning organization.

Research limitations/implications

The major limitation is the sample size. A much larger sample size allows comparisons among different groups of contractors, regions, etc.

Originality/value

This empirical research identifies the real challenge of application of risk management in China's construction industry. It proposes a realistic organizational learning model through collaborative teamwork which could help Chinese contractors to improve their risk management.
Exploring organizational culture for information security management
Authors: Ernest Chang Shuchih , Lin Chin‐Shien
Published: March 2007

Purpose

This paper aims to examine the influence of organization culture on the effectiveness of implementing information security management (ISM).

Design/methodology/approach

Based on a literature review, a model of the relationship between organizational culture and ISM was formulated, and both organizational culture characteristics and ISM effectiveness were measured empirically to investigate how various organizational culture traits influenced ISM principles, by administrating questionnaires to respondents in organizations with significant use of information systems.

Findings

Four regression models were derived to quantify the impacts of organizational culture traits on the effectiveness of implementing ISM. Whilst the control‐oriented organizational culture traits, effectiveness and consistency, have strong effect on the ISM principles of confidentiality, integrity, availability and accountability, the flexibility‐oriented organizational culture traits, cooperativeness and innovativeness, are not significantly associated with the ISM principles with one exception that cooperativeness is negatively related to confidentiality.

Research limitations/implications

The sample is limited to the organizational factors in Taiwan. It is suggested to replicate this study in other countries to reconfirm the result before adopting its general implications. Owing to the highly intrusive nature of ISM surveys, a cautious approach with rapport and trust is a key success factor in conducting empirical studies on ISM.

Practical implications

A culture conducive to information security practice is extremely important for organizations since the human dimension of information security cannot totally be solved by technical and management measures. For understanding and improving the organization behavior with regard to information security, enterprises may look into organizational culture and examine how it affects the effectiveness of implementing ISM.

Originality/value

A research model was proposed to study the impacts of organizational factors on ISM, after a broad survey on related researches. The validated model and its corresponding study results can be referenced by enterprise managers and decision makers to make favorable tactics for achieving their goals of ISM – mitigating information security risks.
An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry
Authors: Lai Fujun , Hutchinson Joe , Li Dahui , Bai Changhong
Published: March 2007

Purpose

The purpose of this study is to assess the SERVQUAL instrument reliability and validity and apply the SERVQUAL instrument in China's mobile communication setting.

Design/methodology/approach

A mail survey was conducted at a major mobile communications company in mainland China. Instrument reliability and validity were examined. Exploratory and confirmatory factor analyses were conducted.

Findings

The adapted SERVQUAL instrument is a valid and valuable tool to measure service quality. Service convenience is an important additional dimension of service quality in China's mobile communications setting. The dimension of “empathy” may need revision.

Research limitations/implications

Future research involves assessment of the service convenience dimension and examination of the relative importance of SERVQUAL dimensions in other settings.

Practical implications

SERVQUAL is a valid instrument to measure service quality in China's mobile communications setting. Providing convenience to customers also is critical for service quality improvement. Improvements to some SERVQUAL dimensions may be more beneficial than improvements to others.

Originality/value

This is a pioneer study of the SERVQUAL scale in China's mobile communications setting. This study provides useful insights and guidance for managers to measure and improve service quality.
Manufacturing disruption costs due to quality loss
Authors: Tannock James , Saelem Sittichai
Published: March 2007

Purpose

Many authors have suggested that disruption and associated costs result from poor quality performance in manufacturing. The purpose of this paper is to define and quantify the disruption costs associated with a simple manufacturing scenario using a simulation approach.

Design/methodology/approach

A manufacturing cell incorporating inspection and rework was simulated, and a validation exercise carried out. Using results from the simulation study, the authors then formulate the concept of a cost category for disruption cost, which is compatible with the traditional prevention‐appraisal‐failure (PAF) model for quality costs.

Findings

Comparative graphs of disruption costs and PAF costs elements are presented. The simulated disruption cost is compared with these traditional costs categories, and found to represent a significant additional cost at higher levels of non‐conformance.

Research limitations/implications

The results presented in this paper are derived from a discrete‐event simulation exercise, using a model of a simplified generic manufacturing cell. They are believed to be indicative of costs that would occur in practical situations, but are not validated with empirical data. Further work would include such validation.

Practical implications

This is a theoretical paper, which attempts to extend a useful and well established cost model that has been widely accepted in industry.

Originality/value

The originality of this paper lies in the definition of the concept of disruption cost, as a separate category of quality cost. The simulation work indicates the potential size and behaviour of the disruption cost, compared with the traditional PAF costs categories.
The new mission of a new i‐school
Authors: Seadle Michael
Published: March 2007

Purpose

To discuss the mission statement for the Institute of Library and Information Sciences at Humboldt University in Berlin.

Design/methodology/approach

The article examines other i‐school mission statements to find the key common elements.

Findings

Connections between people, technology, and information represent common themes of i‐school missions.

Originality/value

The Institute's mission statement is still being discussed. This analysis offers one viewpoint for the final conception.
Intellectual property rights
Authors: Spinello Richard A.
Published: March 2007

Purpose

The purpose of this paper is to provide an overview of intellectual property justifications and the basics of intellectual property law.

Design/methodology/approach

The paper examines intellectual property rights, discussing such areas as: copyright protection, patents, trademarks, trade secrets and common and current misconceptions.

Findings

Overprotection can be as damaging as underprotection because of the harm to the intellectual commons. The ideal property rights regime is one that prudently seeks balance.

Originality/value

Advises that the goal of the legal system should be the provision of just enough protection to reward creative workers for their labor and to spur future innovation. At the same time, it is necessary to avoid overly strong protection that will deplete the intellectual commons or unduly restrict its expansion, and thereby fail to promote social welfare.
Regulating cyberspace: concepts and controversies
Authors: Tavani Herman T.
Published: March 2007

Purpose

The purpose of this paper is to provide an overview of some issues and controversies surrounding arguments for regulating cyberspace.

Design/methodology/approach

The paper begins with a brief investigation of some background questions such as “What is cyberspace?” and “What is meant by ‘regulation’?” It then considers some distinctions between descriptive and normative aspects of questions involving internet regulation. Next, the paper examines Lawrence Lessig's model, which describes four modes of regulation that can be applied to cyberspace. The paper then considers some recent controversies that have emerged because of “regulation by code” and the “privatization of information policy.”

Findings

Cyberspace regulation raises ethical concerns.

Research limitations/implications

Internet regulation is evolving.

Originality/value

The way cyberspace is viewed, either as a “place” or as a “medium,” affects how it will be regulated.
Privacy
Authors: Kemp Randy , Moore Adam D.
Published: March 2007

Purpose

The purpose of this paper is to provide a survey piece on the concept of privacy and the justification of privacy rights.

Design/methodology/approach

This article reviews each of the following areas: a brief history of privacy; philosophical definitions of privacy along with specific critiques; legal conceptions of privacy, including the history of privacy protections granted in constitutional and tort law; and general critiques of privacy protections both moral and legal.

Findings

A primary goal of this article has been to provide an overview of the most important philosophical and legal issues related to privacy. While privacy is difficult to define and has been challenged on legal and moral grounds, it is a cultural universal and has played an important role in the formation of Western liberal democracies.

Originality/value

The paper provides a general overview of the issues and debates that frame this lively area of scholarly inquiry. By facilitating a wider engagement and input from numerous communities and disciplines, it is the authors' hope to advance scholarly debate in this important area.
RFID security concerns
Authors: Muir Scott
Published: March 2007

Purpose

Increasing numbers of libraries are implementing RFID solutions supplementing or replacing their existing barcode systems. While RFIDs offer many time saving benefits and productivity enhancements, they also expose libraries and their patrons to a number of potential violations of patron privacy both inside and outside the library. In an era where there is an escalating, ongoing debate over libraries and patron privacy, RFIDs warrant further review. The purpose of this article is to explore the validity of some of these concerns and outline recommendations and best practices to minimize the risks to libraries and their patrons.

Design/methodology/approach

An extensive review was made of the literature review with an argument for careful understanding of the issues.

Findings

The potential risks associated with RFID security violations are a potential threat and any library implementing an RFID systen should be aware of all the facts before proceeding.

Practical implications

RFID literature should be reviewed by any library considering implementing RFID

Originality/value

There has been no other article in Library Hi Tech on RFID.
Library applications of business usability testing strategies
Authors: Porter Leslie
Published: March 2007

Purpose

The purpose of this paper is to investigate usability testing methods currently in use outside of library science, primarily in the business world, and to find important techniques that can be applied to library science to improve usability testing in libraries.

Design/methodology/approach

Objectives are achieved through a review of the business literature on qualitative and quantitative web site usability testing. The approach to the topic is based on an assumption that businesses are constantly refining their testing methods in order to make a profit; therefore, their testing methods are evolving and may ultimately be more efficient and effective than the techniques currently in use in libraries. Because businesses are dependent on consumer choice, they must provide user‐friendly web interfaces developed out of usability testing.

Findings

The findings of this paper illustrate that there are many useful kernels of information about testing that can be gleaned from the business literature and applied to testing in a library environment. Testing methods not in use in libraries that are covered include: process‐oriented testing, side‐by‐side testing, hybrid testing, and unique qualitative data gathering methods.

Practical implications

There are many testing methods discussed in this paper that can be implemented in libraries. The paper suggests how these methods can be adapted to fit a library testing setting and improve the current testing process in place in most libraries. Improved testing methods will ultimately result in improved web site interfaces, which will increase user access to information and help libraries fulfill their missions to make information and online resources accessible to all.

Originality/value

Usability testing methods currently not in use in libraries are proposed. The methods discussed can help librarians change and improve their testing methodologies in order to help libraries compete in the increasingly crowded information marketplace.
Electronic books in the USA – their numbers and development and a comparison to Germany
Authors: Just Peter
Published: March 2007

Purpose

While there are frequently quoted articles about the revenue in e‐books over the last two years there is no regular statistical information about the amount of e‐books being published. This article attempts to fill this gap.

Design/methodology/approach

The paper states the total number of commercially available English‐speaking e‐books in the US‐market and reviews the growth of the publishing‐activities over the last 20 years. Finally, the paper sets the growth of the publishing activities in the e‐book‐market in relation to the developments in the hardcover‐market. The data about the English‐speaking publications was obtained from the book trade directory Global Books In Print Online. The data about the German‐speaking publications was gathered from the author's own survey.

Findings

There are at least 115,000 commercial English‐speaking e‐book‐editions offered in the US‐market. There is an increase of an average of 20 per cent a year in the production of e‐books over the last 20 years. In relation to the total amount of hardcover‐editions the total number of e‐book‐titles run up to 9 per cent. In comparison to Germany the USA is at the forefront of the e‐book‐market. About 5,000 German‐speaking e‐book‐titles were published, which runs up to 1 per cent of the total amount of hardcover editions.

Originality/value

The low number of e‐books published is one of the central problems of the e‐book‐market. As there is no other data available yet this article provides the reader with the information needed to assess the situation.
Managing employee empowerment in luxury hotels in Europe
Authors: Klidas Antonis , van den Berg Peter T. , Wilderom Celeste P.M.
Published: March 2007

Purpose

This paper aims to test four potential predictors of the behavior of empowered employees during the delivery of service to customers.

Design/methodology/approach

A questionnaire measuring employees' perceptions of training, performance‐related rewards, customer‐oriented culture, empowering management style, and empowered behavior was filled out by 356 frontline employees of 16 luxury hotels in seven European countries. These statistical analyses removed common‐method bias.

Findings

Results of regression analyses at the department level showed that two means of control – customer‐oriented culture and empowering management style – correlated significantly with empowered behavior.

Research limitations/implications

The survey tool would benefit from further refinement. Creative replications of the survey in different service or hotel settings may benefit service managers, consultants as well as consumers, ultimately.

Practical implications

A direct implication of this study's findings is that in luxury hotel service settings, enhancement to employee empowerment may be achieved through careful management and organizational development. If done well, service enhancements may be within reach.

Originality/value

In prior research, employee empowerment has been identified as an important means to increase customer satisfaction. The present study contributes to a greater and more specific understanding of how employee empowerment can be attained in luxury European hotels.
Exploring consumer experience of social power during service consumption
Authors: Menon Kalyani , Bansal Harvir S.
Published: March 2007

Purpose

This research seeks to investigate consumer experiences of social power during service consumption. Specifically, this research examines the causes and consequences (cognition, expectations, emotions, and emotion expression) of consumer experiences of high and low power; and, given the key role of emotions in the experience and outcome of services, examines how emotions and emotion expression impacted satisfaction for high and low power consumers.

Design/methodology/approach

A sample of 195 adult consumers of a range of services responded to a self‐administered survey with a mix of qualitative and quantitative measures.

Findings

The data show that most experiences of power occurred in high contact services, underlining the social nature of consumer power. While high power experiences occurred due to consumer knowledge, service failure accounted for low power experiences. High power consumers have greater self‐oriented action thoughts while low power consumers have greater ruminative thoughts. There was no statistical difference in the provider‐oriented cognition for high and low power consumers. High power consumers expect providers to focus on the core service while low power consumers have expectations regarding the interpersonal component of service delivery. High power consumers feel more positive emotions, less negative emotions and greater satisfaction than low power consumers, but there was no difference in the expressivity of emotions. Emotion expression mediated the relationship between emotions and satisfaction for high power consumers but not for low power consumers.

Originality/value

This is assumed to be the first investigation of consumer experiences of power, an important construct in understanding of consumer‐service provider interactions during service consumption.
Organisational learning in the “knots”
Authors: Fenwick Tara
Published: March 2007

Purpose

Drawing from findings of a case study of inter‐organisational collaboration, this paper aims to employ organisational theory to examine the potential learning that opens between educational organisations. The focus is discursive practices. Two questions guide the analysis. What (unique) practices are implicated in the “knotworking” of inter‐organisational collaboration? What knowledge and capacities are learned in these discursive practices?

Design/methodology/approach

A case study was conducted of a collaboration between a university unit, school district, elementary school and parent executive board to govern a laboratory school. Documents were examined and 17 interviews conducted and analysed inductively. Document analysis and second stage transcript analysis employed methods of discourse analysis.

Findings

The case analysis suggests that collaborations open unique sites for organizational learning. Actors (teachers, administrators, parents) engage with various discourses in the “knots” of inter‐organisational networks. Those who thrive in the “knot” of collaboration learn how to be flexibly attuned to shifting elements that emerge in negotiations. Further, these actors appear to develop capacities of mapping, translating, rearticulating, and spanning boundaries among the diverse positions of organisations.

Research limitations/implications

The case study is limited in scope in order to allow in‐depth discourse analysis of the data.

Originality/value

The combination of theories employed here – a practice‐based organizational learning theory called “knotworking” and critical organisational discourse analysis – is unique in educational administration research. It is argued that together, these theories provide a useful analytic approach for administrators wanting to understand and work through the cultural and political complexities of inter‐organisational collaborations.
Superintendent perspectives and practice of accountability, democratic voice and social justice
Authors: Alsbury Thomas L. , Whitaker Kathryn S.
Published: March 2007

Purpose

The purpose of this paper is to report on the superintendent portion of the UCEA Voices III project.

Design/methodology/approach

A four‐year study to determine how school leaders, from several locations and contexts, describe their perceptions of and experiences with educational leadership related to the study themes, school improvement, democratic community, and social justice.

Findings

Study findings indicate that superintendents articulated these study themes in more general and practical terms than found in the academic literature, and share a belief that the themes may be mutually exclusive, and require contextual interpretation to be functional. The paper concludes by calling for extending our ideas of how to practice social justice, solicit broader community voice, employ shared decision making, and measure accountability.

Originality/value

Authors recommend that practitioners place more emphasis on individualized contextual and cultural realities that can minimize or even counter the intended effects of these leadership approaches in practice. Conclusions suggest that superintendents understand and practice a more inclusive form of social justice, sometimes having to control and filter majority stakeholder inputs to achieve more ethical, socially just, educational decisions. The study provides a critical and needed empirical evaluation of the theoretical concepts of shared decision‐making, inclusion of community stakeholders, and practicing social justice. As superintendents attempt to practice these concepts in a real‐world context, they have discovered and provided insights into the limitations of these ideas.
Intercultural differences and role perceptions of Israeli Arab and Israeli Bedouin teachers
Authors: Nir Adam E. , Alassad Majid
Published: March 2007

Purpose

The purpose of this paper is to assess to what extent social groups maintaining traditional‐collectivistic or modern‐individualistic lifestyles while sharing a similar nationality ethnicity and cultural origin, may be differentiated on the basis of their professional job perceptions and attitudes.

Design/methodology/approach

Questionnaires were administered to 323 Bedouin teachers who live in the southern part of Israel while maintaining a rather traditional way of life and to 232 Arab teachers who live in modern towns where Arabs and Jews coexist.

Findings

The results show that Bedouin teachers exhibit a higher degree of compliance and loyalty to the leader and are more conservative and emotional in comparison to Israeli Arab teachers. These results testify to the strong relationship existing between values and norms accumulated during ethnic socialization processes and individual role perceptions especially when individuals' lifestyles correspond to these values.

Originality/value

In considering the framing influence that ethnic socialization has on individual work perceptions, it is argued that ethnic considerations should be taken into account in multicultural contexts and that some facilitating mechanisms should be established in order to increase tolerance for ethnical diversity and understanding among individuals coming from different ethnic groups.
Inventory control in environments with short lead times
Authors: Mattsson Stig‐Arne
Published: March 2007

Purpose

The objective of this study is to revise and enhance existing inventory control models in a way that allows them to be used more efficiently in environments with short lead times.

Design/methodology/approach

A simulation approach has been chosen to assess the efficiency of the developed model. This simulation is based on randomly generated demand data with a compound Poisson type of distribution.

Findings

Results from the simulation show that traditionally used inventory control methods fail to ensure that desired service levels are attained in environments with short lead times. The simulation also shows that, by using the developed model, the differences between desired and attained service levels can be reduced to fall within limits acceptable in practice.

Originality/value

The study provides an enhanced inventory control model that can be used in environments with short lead time to increase service level performance.
Information exchange in vendor managed inventory
Authors: Vigtil Astrid
Published: March 2007

Purpose

Vendor managed inventory (VMI) is a model for supply chain collaboration gaining ground in multiple industries around the world. Forecasting is one of several means to predict future demand. The purpose of this paper is to identify what types of advance demand data would be valuable to the supplier for successful replenishment planning in cases of VMI, frequency and means of information exchange.

Design/methodology/approach

The work is based on a literature review and a multiple case study where both successful and unsuccessful VMI collaboration programs are studied. In all cases, the supplier or the customer was a manufacturer. The discussion is based on case‐observations of causes and effects that are compared with existing literature.

Findings

It is found that current inventory status and sales forecasts are the most important kinds of information to be made available to the supplier in a VMI relationship. This also conforms with the general perception of the literature review. Some kinds of information are found valuable while other kinds are found not to be of importance. It was also found that kinds of information differ with the type of supply chain activities being performed by the customer, i.e. there is a different kind of information recommended when the customer makes to stock than when he is a wholesaler or a manufacturer making to order. This observation has not been discussed in the literature reviewed.

Research limitations/implications

The value of generalization from case studies is subject to general discussion. The cases applied in this research encompass Norwegian suppliers and dyads at the upstream end of the value chain. Geographically related cultural differences might limit the applicability of this work.

Originality/value

The findings support the existing literature and this paper takes a practitioner's perspective on information sharing. The aim is to offer a comprehensive yet educational view of information sharing and VMI.
Participant observation in logistics research
Authors: Pålsson Henrik
Published: March 2007

Purpose

The purpose of this paper is to describe the advantages, challenges and uncertainties of collecting and analyzing data using participant observation in logistics research.

Design/methodology/approach

Experiences from a participant observation study of an interorganizational radio frequency identification (RFID) implementation in an international environment are presented and reflected on. The RFID implementation included complex interactions between three leading companies.

Findings

The results appear to support an increased use of participant observation in qualitative logistics research, particularly when investigating interorganizational aspects. The analysis highlights values, general limitations and challenges of using participant observation in logistics. The paper illustrates that using participant observation results in significant and detailed findings, which would be difficult to achieve with other methods. Suggestions on how to take advantage of the method's benefits and overcome methodological challenges are provided.

Research limitations/implications

Future research may address experiences from other studies regarding how to analyze and report data from a participant observation study. It may also clarify the role the method is given in case studies and extend the analysis of epistemological aspects conducted in this paper.

Practical implications

This paper may inspire logistics researchers to consider participant observation, either as sole method or as part of a multi‐methodical case study, in order to make use of its benefits and thus broaden the dimensions of logistics research.

Originality/value

A broad literature review indicates that participant observation studies are rather uncommon in logistics research. This paper thus highlights the potential of using this method in logistics research, particularly when investigating the overlooked, but essential, interorganizational aspects of logistics and SCM.
Routing of supply vessels to petroleum installations
Authors: Aas Bjørnar , Gribkovskaia Irina , Halskau Øyvind , Shlopak Alexander
Published: March 2007

Purpose

In the Norwegian oil and gas industry the upstream logistics includes providing the offshore installations with needed supplies and return flow of used materials and equipment. This paper considers a real‐life routing problem for supply vessels serving offshore installations at Haltenbanken off the northwest coast of Norway from its onshore supply base. The purpose of the paper is to explore how the offshore installation's limited storage capacity affects the routing of the supply vessels aiming towards creating efficient routes.

Design/methodology/approach

A simplified version of the real‐life routing problem for one supply vessel is formulated as a mixed integer linear programming model that contains constraints reflecting the storage requirements problem. These constraints ensure that there is enough capacity at the platform decks and that it is possible to perform both pickup and delivery services.

Findings

The model has been tested on real‐life‐sized instances based on data provided by the Norwegian oil company Statoil ASA. The tests show that in order to obtain optimal solutions to the pickup and delivery problem with limited free storage capacities at installations, one has to include in the formulation the new sets of constraints, the storage feasibility and the service feasibility requirements. In addition, two visits to some platforms are necessary to obtain optimality.

Research limitations/implications

The main limitation is the present inability to solve large cases.

Originality/value

The contribution of this paper is to provide a better insight into a real‐life routing problem which has a unique feature arising from the limited deck capacity at the offshore installations that complicates the performance of service. This feature has neither been discussed nor modeled in the vehicle routing literature before, hence the formulation of the problem is original and reveals some interesting results.
Customer satisfaction with waits in multi‐stage services
Authors: Hensley Rhonda L. , Sulek Joanne
Published: March 2007

Purpose

The purpose of this study is to examine the relative importance of customer perceptions of waits in a multi‐stage service.

Design/methodology/approach

The stages included the wait at the point of service‐entry, the wait during the service stage in which the core service was experienced and the wait at the service‐exit stage as the customer was preparing to leave. Satisfaction with the waits and satisfaction with the core service product, employees' behavior and the physical setting were examined in relation to customers' perceptions of service quality. Four measures of customers' perceptions of service quality were used in this study. These included overall customer satisfaction, willingness to recommend the service to friends, willingness to bring friends to the service and repatronage intentions. A survey was developed based on a review of the literature and in collaboration with the manager of a full‐service restaurant. The survey was administered during the course of the meal by restaurant employees. Multiple regression analysis was used to identify the extent to which satisfaction with each wait affected the four customer perceptions of service quality.

Findings

Results showed that the only wait satisfaction that consistently affected customer perceptions of service quality involved the service‐entry wait.

Originality/value

This study is one of the first to empirically examine the effect of service waits at multiple stages of a service operation on perceptions of service quality.
Waiting time influence on the satisfaction‐loyalty relationship in services
Authors: Bielen Frédéric , Demoulin Nathalie
Published: March 2007

Purpose

Delay is an important issue for service providers. Indeed, previous studies have widely shown the negative effect of waiting time on consumer service satisfaction. However, being satisfied with the service seems to be insufficient for customers to remain loyal. Creating customer loyalty is even more crucial than just satisfying them. The paper aims to investigate how customers weigh up their service satisfaction and waiting time satisfaction in order to determine whether they will remain loyal or not.

Design/methodology/approach

A survey was conducted in the Belgian health care industry. The final sample includes 946 respondents. Regression analyses were performed and the Baron and Kenny method used to test moderator and mediator impacts of variables.

Findings

The results confirm that waiting time satisfaction is not only a service satisfaction determinant, but it also moderates the satisfaction‐loyalty relationship. Moreover, determinants of customer waiting time satisfaction include the perceived waiting time, the satisfaction with information provided in case of delays, and the satisfaction with the waiting environment. In addition, it is shown that waiting time satisfaction is a complete mediating variable in the perceived waiting time and service satisfaction link.

Originality/value

The paper suggests several implications about the waiting time impacts on service satisfaction and customer loyalty. They show the importance of this variable in the service process and explain how to improve it.
Applying the TOC five‐step focusing process in the service sector
Authors: Reid Richard A.
Published: March 2007

Purpose

The purpose of this paper is to present a comprehensive descriptive analysis of the sequential application of the Theory of Constraints (TOC) five‐step focusing process in improving the effectiveness of a service process that was limiting the performance of the entire service system.

Design/methodology/approach

The five‐step approach is schematically presented with each step being described and evaluated relative to its role in effective constraint management. A detailed example provides additional insights and nuances into its use in managing the constraint within a banking organization's subsystem, namely, the loan application and approval process. This hypothetical, realistic, and comprehensive illustration iterates through several cycles of the five‐step focusing process to demonstrate how managers are able to address different types of constraints.

Findings

The paper provides a detailed description on how each of the five‐steps can be used to improve the organization's performance relative to its stated goal by focusing management's attention on the system's (or an aligned subsystem's) leverage or control point. Major types of constraints include physical or capacity limitations and restrictive policies. Constraints may be located either internal or external to the process or system being managed.

Practical implications

Various managerial implications are discussed including: the relevance and utility of applying the TOC five‐step focusing process in services; advantages associated with utilizing this structured approach for continuous improvement in services; and some strategic issues associated with the placement of the ubiquitous system constraint.

Originality/value

Although the successful application of the five‐step focusing process has been well documented in improving manufacturing processes, this paper provides an illustrative tutorial which details its application in effectively managing a service process.
Have we “lost” it?
Authors: Foster Back OBE Philippa
Published: March 2007

Purpose

Examines how a company can formulate, embed and benefit from a corporate‐responsibility program.

Design

Advances the view that, to many Victorian business people, corporate responsible behavior was implicit in how they undertook their business, but modern companies appear to have “lost” it, to such an extent that firms today are being encouraged to act in a corporately social manner. Highlights what has been lost and focuses on how to go about replacing it.

Findings

Details the importance of: identifying the purpose and values of the business; helping employees to understand the company's policies and to “live” them at work; providing an effective means for employees to raise concerns that they have; and promulgating the values externally.

Practical implications

Demonstrates that corporate social responsibility can enhance company reputation, which will usually feed through to the share price and lower costs of borrowing – all of which help the bottom line.

Originality/value

Contends that employees in a company with high corporate social responsibility are able to feel proud of the organization, which in turn will lead to attracting quality staff and lower staff turnover. Suppliers and customers, too, will want to align themselves on the basis that success breeds success.
Investors in People aids staff loyalty at Pauley Design
Authors: Malleson Sue
Published: March 2007

Purpose

Describes the process of Investors in People (IIP) accreditation that has helped Pauley Design to develop and retain skilled staff.

Design/methodology/approach

Draws on the client‐services manager's personal views of the process.

Findings

Describes how the IIP process was carried out, what was involved and the psychological effects on individuals. Highlights the benefits to staff morale.

Practical implications

Demonstrates the effect of the IIP process in maintaining staff confidence and personal and corporate morale at Pauley Design.

Originality/value

Explains how Pauley Design management believes the IIP process and accreditation enables effective induction and training for all staff and gives them the incentive to stay with the company, minimizing the potential loss of skilled personnel.
Spotlight on Dick Grote
Authors: by Sarah Powell Interview
Published: March 2007

Purpose

The paper presents an interview with consultant Dick Grote.

Design/methodology/approach

An interview with Dick Grote, explaining the rationale for the process of forced ranking and the difference between this system and standard performance appraisal.

Findings

Grote discusses the reasons for the contentiousness of forced ranking and explains how its apparent downsides can be combated.

Originality/value

Describes how the process of forced ranking can best be implemented and used, emphasizing that correctly used it benefits both assessors and those being assessed.
Extending the “knowledge advantage”: creating learning chains
Authors: Maqsood Tayyab , Walker Derek , Finegan Andrew
Published: March 2007

Purpose

The purpose of this paper is to develop a synergy between the approaches of knowledge management in a learning organisation and supply chain management so that learning chains can be created in order to unleash innovation and creativity by managing knowledge in supply chains.

Design/methodology/approach

Through extensive literature review, commonalities between knowledge management and supply chain management were elicited. Knowledge Advantage framework, which was developed as a part of CRC for Construction Innovation Australia, research project “Delivering improved knowledge management and ICT diffusion in Australian construction industry”, has been proposed to extend across the supply chain in order to develop learning chains.

Findings

The paper provides a conceptual grounding for future research in the area of knowledge management and supply chain management and suggests that, as unit of competition changes from organisation vs organisation to chain vs chain under supply chain management, learning organisation itself will not be an answer to the complex and dynamic business environment. The learning chains are to be created instead, through managing knowledge in supply chains that will facilitate innovation and creativity essentially required to thrive in the unpredictable business environment of today.

Originality/value

The paper explores the role of knowledge management to serve as such a vehicle in the emerging paradigm of supply chain management through which innovation and creativity can be unleashed by a collaborative effort of all the members of the supply chain. This paper explains how the benefit derived from a KM initiative termed as “knowledge advantage framework (K‐adv)”, originally developed for a certain single organisation, can be extended across the supply chain partners, which helps creating a culture of knowledge sharing through which a knowledge advantage for the whole supply chain can be developed. It can then be used to unleash creativity and innovation in the construction projects.
Composing a database of minority enterprises in Scotland
Authors: Dassler Thoralf , Seaman Claire , Bent Richard , Lamb Lisa , Mateer Nicola
Published: March 2007

Purpose

To address the issue of the low take‐up of available ethnic business support the article proposes the composition of a database for Scotland, thereby providing baseline data on minority businesses and hence providing a sampling frame for future research. The database will hold the following information: name and gender of the business owner, sector, location, number of employees as an indicator of company size, generation, the year in which the business was established, as well as the legal form of ownership of businesses.

Design/methodology/approach

The database draws from the concept of mixed embeddedness as well as the political agenda of the Scottish Executive for the sector. Data sources used are commercial databases, the Yellow Pages of Scotland, local business registers across Scotland, a telephone survey and personal contact/networking with businesses.

Findings

In order to facilitate the composition of a Scottish database of minority businesses, this article has looked at existing theories of minority business support and issues currently considered in the literature. Based on the literature underpinning research on ethnic minority firms, a justification for the proposed database has been developed, which provides a sampling frame in the Scottish context and allows for new approaches to research.

Research limitations/implications

Though 100 per cent coverage of minority businesses in Scotland is a desired target, complete coverage may not be achievable. Some business might simply not be interested in participating in the research and cannot, therefore, be included in the database despite the multi‐facet methodology applied.

Originality/value

By proposing a methodology for composing the database, the article tackles a long‐standing issue in the area of ethnic business research. It is hoped that the database will improve understanding among policy makers and support organisations, in terms of the particular needs of individual businesses. Consequently, the better understanding should account for a more tailored and more attractive support, which, in turn, improves the take‐up of existing mechanisms.
Coercion and reverse auctions
Authors: Giampietro C. , Emiliani M.L.
Published: March 2007

Purpose

The paper seeks to examine the presence of coercion in the common use of reverse auctions for industrial procurement and spend management activities, and to illustrate the many problems that arise when purchasing and supply management is viewed by powerful buying organizations as a simple dyadic relationship with sellers.

Design/methodology/approach

The paper takes the form of a literature review, and analysis of the meaning of coercion, and supplier survey data.

Findings

Reverse auctions, as commonly used, are shown to befundamentallycoercive, with coercion beingessentialfor achieving the outcomes that buyers seek.

Research limitations/implications

Survey responses and findings that can be drawn from them are limited due to the small sample size. Reflects the dyadic nature of buyers' corporate codes of conduct in relation to the day‐to‐day practice of purchasing and supply management.

Practical implications

The existence of coercion indicates that reverse auctions are inconsistent with corporate codes of ethics or codes of conduct with respect to supplier relationships (e.g. fairness, honesty, and integrity). Reverse auctions are also shown to be inconsistent with US federal procurement standards and the Institute of Supply Management's “Principles and standards of ethical supply management conduct”.

Originality/value

The paper brings to the forefront the existence of psychological and economic coercion in the common use of reverse auctions, and discusses how this creates difficult problems for both buyers and sellers. It also presents alternative strategies that managers in buying and selling organizations can use instead of reverse auctions.