bluuebunny/crossref_metadata_2025 huggingface dataset:
Homotopy Padé method for solving second-order one-dimensional telegraph equation
Authors: Jabbari Azizeh , Kheiri Hossein , Yildirim Ahmet
Published: September 2013

Purpose

– The purpose of this paper is to obtain analytic solutions of telegraph equation by the homotopy Padé method.

Design/methodology/approach

– The authors used Maple Package to calculate the solutions obtained from the homotopy Padé method.

Findings

– The obtained approximation by using homotopy method contains an auxiliary parameter which is a simple way to control and adjust the convergence region and rate of solution series. The approximation solutions by [m, m] homotopy Padé technique are often independent of auxiliary parameter h and this technique accelerates the convergence of the related series. Finally, numerical results for some test problems with known solutions are presented and the numerical results are given to show the efficiency of the proposed techniques.

Originality/value

– The paper is shown that homotopy Padé technique is a promising tool with accelerated convergence for complicated nonlinear differential equations.
Boundary layer flow of Maxwell fluid with power law heat flux and heat source
Authors: Shehzad S.A. , Qasim M. , Hayat T. , Sajid M. , Obaidat S.
Published: September 2013

Purpose

– The purpose of this paper is to investigate the two-dimensional flow of Maxwell fluid with power law heat flux and heat source over a stretched surface.

Design/methodology/approach

– The governing partial differential equations are reduced into ordinary differential equations by applying similarity transformations. Series solutions of velocity and temperature are found by adopting homotopy analysis method (HAM).

Findings

– It is found that the velocity decreases by increasing Deborah number and suction parameter. It is also observed that the heat generation parameter leads to a decrease in temperature. Furthermore, the numerical values of local Nusselt number decreased with an increase in Deborah number.

Practical implications

– A useful source of information for the investigators on the field of non-Newtonian fluids with heat transfer.

Originality/value

– This paper discusses the boundary layer flow of Maxwell fluid with power law heat flux in the presence of heat source.
Does strategic human resource involvement and devolvement enhance organisational performance?
Authors: Khalil Darwish Tamer , Singh Satwinder
Published: September 2013

Purpose

The purpose of this paper is to test empirically the relationship between the strategic involvement and the devolvement of human resource functions with organisational performance.

Design/methodology/approach

This paper is based on the primary data collected from the population of financial firms based in Jordan. The methodology adopted for the purpose of data analysis includes the use of basic statistics, zero‐order correlations, confirmatory factor analysis and hierarchical regressions.

Findings

The results provide strong support for the hypothesis that the involvement of human resource functions into the business and corporate strategy reduces employee turnover rate and enhances financial performance. The analysis does not support the second hypothesis that empowering day‐to‐day human resource functions to line managers impacts negatively on employee turnover and positively on financial performance.

Practical implications

Our results imply that financial performance can be enhanced and employee turnover rate decreased by involving human resource directors in the overall strategic decision‐making process of companies. However, our results also imply that the devolvement of routine human resource issues to line managers is neither positively related to the financial performance of the companies nor negatively related to employee turnover. This raises doubts as to whether, after having involved human resource functions into the strategic affairs of the company, they are empowered enough to make a positive impact.

Originality/value

This is one of few papers conducted on this topic in a non‐western environment, and the first of its kind for the country of Jordan. This paper contributes to the field through its approach to measuring and testing strategic human resource management theory. The paper also successfully links the core aspects of strategic human resource management with objective indicators of financial performance of the companies.
Scientific (wo)manpower – gender and the composition and earnings of PhDs in Sweden
Authors: Amilon Anna , Persson Inga
Published: September 2013

Purpose

The purpose of this paper is to investigate to what extent male and female PhDs choose academic vs non‐academic employment. Further, it analyses gender earnings differences in the academic and non‐academic labour markets.

Design/methodology/approach

Rich Swedish cross‐sectional register data on the stock of PhDs in 2004 is used for investigating differences between male and female PhDs in earnings levels and in the choice of labour market (in academia or outside academia).

Findings

No significant gender differences prevail for the probability of becoming academically employed. On average, women earn 16 per cent less than men, and the academically employed earn 26 per cent less than PhDs outside academia. In the non‐academic labour market, women earn approximately 25 per cent less than men, and this gender gap stays constant over time. Within academia, men and women start at similar earnings levels, but higher returns to graduate experience for men causes the gender earnings differences to increase over time to approximately 18 per cent by ten years after graduation.

Practical implications

Provides background information relevant for efforts to make efficient use of female scientific human capital.

Originality/value

The study is the first to investigate career‐choice and earnings of Swedish PhDs. Further, the study is the first to investigate both the academic and the non‐academic labour markets.
Labor market effects of work‐sharing arrangements in Taiwan, ROC
Authors: Lai Yu‐Cheng , Sarkar Santanu
Published: September 2013

Purpose

To measure the effects of work‐sharing arrangements on participants’ subsequent labor market outcomes in Taiwan such as full‐time employment rates, working hours of women and men and the difference in scale effect and effect of substitution between hours and employment for women and men.

Design/methodology/approach

Using the data from Manpower Utilization Survey, we applied the differences‐in‐differences estimation method to test the effects of work‐sharing arrangements on working hours, wage and employment. Multinomial logit was used to measure the effects of work sharing on full‐time employment. In order to correct the simultaneity and selectivity problems, we followed the Heckman two‐stage selection procedures to solve the selection bias, and used weighted least squares to solve heteroskedasticity in the wage and hour equations. The instrumental variable (IV) method was used to avoid simultaneity bias in the hour equation.

Findings

This paper found the restrictions enforced by law on working hours have negative effects on employees’ working conditions in certain industries in Taiwan. After controlling the working hours, we found the wages paid to women and men have increased subsequent to the enforcement of law. However, compared to men the net wage earned by women has increased to a lesser extent. It was further observed that with enactment of work‐sharing law, the employment rate of women has considerably declined since 2001. Main findings assimilating the results for hour, wage and full‐time employment suggest that a country like Taiwan (with work‐sharing arrangements implemented by law) has witnessed a smaller gap between women's and men's working time and wages during 2001‐2002. However, for the period of 2003‐2006 the amendment that introduced compressed work week brought a larger gender gap in working hours as well as wages. In other words, the implementation of work‐sharing law has reduced the gender gap in hours and wages during 2001‐2002, but the prevailing gender gap in hours as well as wages has worsened after the introduction of compressed work week during 2003‐2006.

Practical implications

An in‐depth analysis of labor market effects of work‐sharing law will be useful for the policymakers, especially those interested in understanding the impact of their policies on labor market outcomes like wage, hour and employment, and finding out whether policies were effective at reducing the gender gap in given outcomes.

Originality/value

Findings of the present study should not only provide the broad lessons for policymakers in Taiwan, but the results that have emerged from the country case study may be referred by other Asian countries who want to bring a change in working and employment conditions for their labor by implementing work‐sharing law.
Gender‐based career differences among young auditors in Sweden
Authors: Månsson Jonas , Elg Ulf , Jonnergård Karin
Published: September 2013

Purpose

The purpose of this study is to examine whether or not gender‐related differences affect the likelihood of promotion.

Design/methodology/approach

The research is done on a unique dataset on the Swedish audit industry, an industry with a well‐defined and well‐known career ladder. We apply an ordered probit model to take all steps in the career ladder into consideration simultaneously.

Findings

Females are on average less likely to be promoted. Separate regressions for males and females identified that the estimated promotion probability increases for males as an effect of having a child, but decreases more for males than females if males are highly involve in the care of these children. Thus, females who are involved in childcare are penalised by lower probability of promotion; however, males who are highly involved in childcare have much more to lose in terms of promotion than females do. For a family, this becomes a question of how to lose the least.

Originality/value

Having access to unique data, from a policy perspective our study gives some new insight into the uneven distribution between genders of career interruptions related to childcare.
Improved decision aiding in human resource management
Authors: Rolim Ensslin Sandra , Ensslin Leonardo , Back Felipe , Tadeu de Oliveira Lacerda Rogério
Published: September 2013

Purpose

Identify the criteria/KPIs to support managers during human resource allocation based on knowledge demand, which serves as a decision support tool to help maintain organizational competitiveness.

Design/methodology/approach

Human resource allocation in a project management model, based on knowledge demand and using a multi‐criteria decision aiding method as an intervention instrument.

Findings

Three major areas of concern were identified. In all, 76 KPIs to explain concerns associated with the values of the manager, and develop cardinal and ordinal scales for each descriptor and integrate compensation rate. Further, he was allowed to implement and evaluate the current performance of the analyzed engineer, with 44 points on a cardinal scale, and provide a model with improved actions that raised his assessment to 55,67.

Originality/value

The Multi‐Criteria Decision Aiding‐Constructivist methodology (MCDA‐C) emerges as a traditional MCDA method to support decision makers in the contexts where they have a partial understanding and wish to increase their knowledge of the consequences of their values and preferences. In addition, these managers will also need to utilize time management, as people issues in the place of other functions have been highlighted in numerous published articles over how the management of human resource allocation can influence the competitive performances of an organization.
Expatriates adjustment and job performance
Authors: Awais Bhatti Muhammad , Mohamed Battour Mohamed , Rageh Ismail Ahmed
Published: September 2013

Purpose

The purpose of this study is to examine the mediating effects of expatriate adjustment (work, general and interaction) between individual (previous international experience, self‐efficacy, social network and cultural sensitivity) and organizational factor (direct and indirect support) and job performance.

Design/methodology/approach

The data were collected from 201 expatriates working in Malaysia and analyse by using structural equation modelling (Amos‐16).

Findings

The results of the study indicated that expatriate adjustment (work, general and interaction) mediate the relationship between individual and organizational factors and expatriate performance (supervisor rated).

Research limitations/implications

The data were collected from the expatriates working in Malaysian universities. There can be differences between education industry and pure business organization in terms of working environment, selection process and management support. The respondents were citizens of different countries around the world which include Asia, Europe and Middle East. Even though Malaysia is a multicultural society and expatriates from any part of the world can find themselves in Malaysia, this research did not group the respondents in terms of their cultural differences and similarities with Malaysian culture.

Practical implications

The findings of this study suggest that human resource managers and MNC's management should provide direct and indirect support to the expatriates and their families in terms of language and cultural training, career development, logistical assistance, family mentoring, psychological counselling, job search, self‐development and social activities. Furthermore, recruitment managers and MNC's management should consider these factors before appointing any employee for international assignment. Finally, the findings of this research suggest that better expatriate performance help MNC's to perform better in their international operations which will ultimately improve the home and host country economic situation. The better performance of MNC's in their international operations through effective expatriate performance will encourage other domestic organizations to expand their operations globally.

Originality/value

Expatriate literature have highlighted many individual and organizational factors which affect expatriate job performance and adjustment but the role of some individual and organizational factors is still not clear and/or ignored by past researchers. For example, the role of direct and indirect support has not been well conceptualized in past studies. In addition, only a few studies have explained the importance of self‐efficacy, cultural sensitivity and social network in expatriate literature. Furthermore, role of previous international experience has generated conflicting results in past research.
Multi‐product maritime inventory routing with optional cargoes
Authors: Chandra Saurabh , Srivastava Rajiv K. , Agarwal Yogesh
Published: September 2013

Purpose

The ocean transportation of automobiles is carried out by specialized Roll‐on/Roll‐off ships, which are designed to carry a large number of automobiles at a time. Many of these shipping companies have vertically integrated or collaborated with other logistics services providers to offer integrated maritime logistics solution to car manufacturers. The purpose of this study is to develop an optimization model to address the tactical level maritime logistics planning for such a company.

Design/methodology/approach

The problem is formulated as a mixed integer linear program and we propose an iterative combined Ant colony and linear programming‐based solution technique for the same.

Findings

This paper can integrate the maritime transportation planning of internally managed cargoes with the inventory management at the loading and discharging ports to minimize supply‐chain cost and also maximize additional revenue through optional cargoes using same fleet of ships.

Research limitations/implications

The mathematical model does not consider the variability in production and consumption of products across various locations, travel times between different nodes, etc.

Practical implications

The suggested mathematical model to the supply‐chain planning problem and solution technique can be considered in the development of decision support system for operations planning.

Originality/value

This paper extends the maritime inventory routing model by considering simultaneous planning of optional cargoes with internally managed cargoes.
Veneer supply and demand estimation using simultaneous equations model
Authors: Tajdini Ajang , Ghajebeigloo Jafar , Roohnia Mehran
Published: September 2013

Purpose

Veneer is one of the most important products in the wood‐based panel industry, therefore, to provide needed information for the development of this industry, it is necessary to provide better understanding of the forces driving the demand and supply of veneer. The purpose of this paper is to describe how supply and demand can be estimated by using a simultaneous equations model.

Design/methodology/approach

A theoretical framework is proposed based on a systematic approach of iterative 3‐stage least squares (I3SLS). The reason for using simultaneous equations is the existence of reciprocal relations between economic variables in this research.

Findings

Applying this theoretical framework is a useful tool to study the situation of veneer as one of the most important wood‐based panel products in Iran. For example, based on the results, it can be understood that veneer is a normal and essential commodity, and any increase in the price of veneer can lead to a considerable rise in total income for producers. To satisfy the excess demand, extensive investment is needed in establishing new plants.

Research limitations/implications

There are many restrictions in applying other approaches, because of no access to research data. The present study provides a starting‐point for further research using other econometric models on different aspects of forest products marketing.

Originality/value

The framework (econometric models especially simultaneous equations) has proven to be useful in studying and improving forest products marketing. The use of such procedures was new and this research was done for the first time in Iran.
Evaluating relative value of customers via data envelopment analysis
Authors: Noorizadeh Abdollah , Mahdiloo Mahdi , Farzipoor Saen Reza
Published: September 2013

Purpose

The purpose of this paper is to propose a data envelopment analysis (DEA) method for customers' evaluation.

Design/methodology/approach

This paper introduces a variable return to scale (VRS) cross‐efficiency (one of the DEA models) to evaluate customers. This new model can consider ratio values and give a complete ranking of customers.

Findings

It is found that the proposed model can evaluate customers in a multi criteria context; does not demand weights from the decision maker; and can consider both the ratio and absolute numbers. An aggressive form of the VRS model is formulated to evaluate the peer‐appraisal value of customers instead of self‐appraisal.

Originality/value

To the best of the authors' knowledge, there is no reference that uses cross‐efficiency model with the ratio values for customers' evaluation.
Third sector facilitation of lived experience in research: a case study of service user and carer involvement in the PRIMROSE project
Authors: Gray Benjamin , Larsen John , Faulkner Alison
Published: September 2013

Purpose

– The physical health needs of people with mental health problems are currently under addressed and often ignored, both in training and in practice. The PRIMROSE trial intervention was designed to remedy that – focusing in particular on risk of cardiovascular disease (CVD). This paper describes how people with experience of using mental health services and carers contributed to the development of the PRIMROSE intervention. It draws out key messages for educators, researchers and practitioners.

Design/methodology/approach

– Using a case study approach the paper outlines how a Third sector organisation supported the study team in setting up a Lived Experience Advisory Panel (LEAP), drawing on a pre-existing model and recent thinking about service user and carer involvement in research. It is described how the approach sought to engage wider involvement of people with an interest in CVD while also offering more focused input into specifically the development of the trial intervention.

Findings –

An innovative approach was taken whereby a large LEAP, comprising 27 service users and carers, was supporting the development of the study mainly through e-mail and web updates and feedback, while a sub-group of the LEAP, with eight members, met three times and had a focus on inputting ideas into the development of the intervention. The creation of a LEAP proved helpful to the project, resulting in an enhanced and more relevant intervention – summed up in a series of eleven recommendations. Appointment of an independent chair of the sub-group proved invaluable and there is learning from this project for other similar initiatives.

Originality/value

– This study has value for others who are developing practice interventions. A range of suggestions were made which will have relevance for training, ensuring that physical health issues are not ignored. There is much to learn too from the process of this project, for the involvement of service users and carers in research, education and in practice development.
Service user leadership: training and development for service users to take the lead
Authors: Newton Angela , Beales Anne , A. Collins Daniela , Basset Thurstine
Published: September 2013

Purpose

– This paper outlines the concept of service user leadership and both describes and reflects on an accredited training programme that enables mental health service users to take a leadership role.

Design/methodology/approach

– The authors argue for a service user leadership approach and the training programme is reviewed by previous participants

Findings

– Service users can take on a leadership role if they are given suitable and relevant training and development opportunities. Service user led training can be transformational.

Practical implications

– Commissioners of mental health services should consider how to support service user leadership programmes, which can reach places and achieve outcomes that traditional mental health services are unable to attain.

Originality/value

– The concept of service user leadership is relatively new and the training programme described in this paper is both original and highly valued by participants with many significant outcomes.
The representation of service users’ religious and spiritual concerns in care plans
Authors: Walsh Julia , McSherry Wilf , Kevern Peter
Published: September 2013

Purpose

– The aim of this study was to evaluate the efficacy with which care plans capture and make use of data on the spiritual and religious concerns of mental health service users in a UK Health and Social Care Trust.

Design/methodology/approach

– A questionnaire was given to service users (n=71) and the findings compared with the information held on their behalf by the relevant Health and Social Care Trust at three key points in the care planning process.

Findings

– The study found that the importance that many service users accorded to spirituality and religion was not reflected in the electronic records, that some information was wrong or wrongly nuanced when compared with the patient's self-description and that service users themselves were often mistaken regarding the type and quality of information held on record.

Practical implications

– The implications of these findings are discussed in relation to the process of information gathering, to the training and support of Care Coordinators and to the monitoring and revision of Care Plans. The discrepancy between the information supplied by service users and that recorded by the Trust suggests that, despite government guidance, spiritual and religious concerns are not being given consideration in the construction of care plans. Possible reasons for this oversight are discussed.

Originality/value

– Although there have been studies of the delivery of “spiritual care” in general acute care, there have been no similar studies in relation to mental health service users and their needs. The comparison of information from the service users themselves with the information recorded by the Trust provides a measure of the extent to which service user's own perspectives are being incorporated into their care plans.
Library employees' attitudes towards the measurement and appraisal of their work performance
Authors: Kont Kate‐Riin , Jantson Signe
Published: September 2013

Purpose

The aim of the current article is to clarify how the staff of Estonian university libraries define the concepts of performance and efficiency in the context of libraries, what is the general conception of performance measurement and evaluation, what impact it is believed to have on the personal future career, and how one's own efficiency and performance is evaluated in comparison with one's colleagues.

Design/methodology/approach

The data used in this paper are based on reviewing and summarizing of relevant literature to provide an overview of the concepts of performance and efficiency in general and in the context of the library as well as on results of the study, held in 2011/2012 in Estonian university libraries to determine the attitude of the libraries' staff towards work organisation and performance appraisal.

Findings

Although a number of Estonian university librarians highly evaluated performance measurement and appraisal as a possible source of information and feedback for improving their work performance and seeking out their further training and education needs, they unfortunately do not see any relation between performance improvement and their salary increase and career. As for the library as a whole, performance appraisal is profitable, although it is assumed that it might raise some problems. Efficiency and performance in the library context are rather associated with service and user satisfaction. Performance measurement and appraisal system in Estonia university libraries is almost non‐existent and definitely needs to be developed.

Originality/value

To the best of the authors' knowledge, no research has been previously carried out in the library context to determine library employees' attitudes towards their work organisation and coordination as well as measurement and appraisal of their work performance.
Establishing a culture of research practice in an academic library: an Australian case study
Authors: McBain Ian , Culshaw Helen , Walkley Hall Liz
Published: September 2013

Purpose

The purpose of this paper is to describe the establishment of a Research Working Group at Flinders University Library, a mid‐sized teaching and research university located in South Australia. The group was founded to encourage staff to develop a more reflective, research‐oriented and evidence‐based professional practice initially for a three‐year term. This paper comes at about two years into the pilot and provides an interim report of the group's experiences and achievements.

Design/methodology/approach

As a case study, this paper describes the introduction and background of the Flinders University Library Research Working Group, its purpose, the selection of projects, and its work to date.

Findings

The paper reports on the management‐driven practical supports that have been implemented to assist practitioners undertaking research at Flinders University Library.

Practical implications

The paper can be used as an exemplar for other academic libraries with staff with non‐tenured staff which lacks a culture of research.

Originality/value

This paper adds an Australian perspective to the existing literature on support for academic librarians undertaking research. The literature is dominated by US and Canadian experiences based on academic status.
Good practice in an institutional repository service: case study of Strathprints
Authors: Bonilla‐Calero Anabel
Published: September 2013

Purpose

The aim of this study is to show examples of good practice which can improve the functioning of an institutional repository (IR), arranged from the point of view of a user, author and reviewer.

Design/methodology/approach

To collect examples of good practice which can improve the functioning of an IR, the author has based on several studies where the institutional databases are used as source to analyze the research output.

Findings

Examples of good practice which can improve the functioning of an IR from different points of view. These include: (from the point of view of the user) visibility, accessibility, usability, update, navigability, quality and user satisfaction; (from the point of view of the author): political, legal aspects, security, authenticity and (from the point of view of an evaluator) it is important to provide as much information of each document as: title, author/s, institution and country of authors, abstract, document type, journal, language, type of deposit, publication year, year of deposit, subject, keywords, format, file size, citations and downloads that the document has received.

Practical implications

For researchers and experts that create, maintain and use IRs.

Originality/value

This study collects examples of good practice which can improve the functioning of an IR, arranged from different points of view: user, author and reviewer.
Infrastructure needed for digital reference service (DRS) in university libraries
Authors: Malik Amara , Mahmood Khalid
Published: September 2013

Purpose

Modern information and communication technologies (ICTs) are transforming reference service (RS) from physical to virtual. The paper aims to explore the current status of ICT infrastructure necessary for delivering effective digital reference service (DRS) in university libraries of the Punjab.

Design/methodology/approach

This exploratory study used questionnaire survey method to probe the current status. The questionnaire was worded to achieve an official organizational response. For ensuring the content validity, comments from some well‐known LIS professionals were sought. In the light of experts' opinions, necessary modifications were made to the instrument. University libraries of the Punjab province (n=40) recognized by the Higher Education Commission (HEC) were identified as targeted population. The questionnaire was distributed through post and e‐mail. The researchers were able to get questionnaires filled from 38 universities.

Findings

The findings reveal that the ICT infrastructure needed for designing and implementing an effective DRS in libraries is better than before but it needs further improvement. Many libraries also own general and reference collection in electronic format. Only a few libraries have started DRS while most of them are still using face to face channel for reference transactions.

Practical implications

This study is an attempt to fill a gap in the local literature on the topic and provides baseline information to design and implement DRS in academic libraries.

Originality/value

The findings will be helpful in designing better and more effective DRS systems in Pakistan as well as in other developing countries.
Perception and use of social networking sites among university students
Authors: Hamade Samir N.
Published: September 2013

Purpose

The purpose of this paper is to assess the perception and use of social networking sites among university students in the state of Kuwait and study their positive and negative impacts.

Design/methodology/approach

The research method is descriptive in nature. A questionnaire with five major sections was designed, validated and distributed among the sample of students.

Findings

The results showed a heavy use of Twitter and Facebook among university students who were viewing their sites more frequently than posting. The most positive impacts were better relation with family, relatives, and friends and more involvement in social, political and cultural activities. Neglecting study/work and the time consumed are the two major drawbacks.

Research limitations/implications

The stratified sample of students was based on availability of students at the time of distributing the questionnaire.

Originality/value

The paper aims to understand the practice, implication and importance of social networking in a Muslim country.
UK police custody officers’ psychosocial hazard exposures and burnout
Authors: Houdmont Jonathan
Published: September 2013

Purpose

Stress research in the UK policing has largely neglected to account for variance in the type of psychosocial hazard officers are exposed to across policing roles, highlighting the need for role‐specific research that is capable of informing similarly specific stress reduction interventions. This study aimed to develop and assess exposure to a taxonomy of psychosocial hazards specific to the UK police custody work, consider the burnout profile of custody officers, explore relations between psychosocial hazard exposure and burnout, and compare the exposures of burned out and non‐burned out custody officers.

Design/methodology/approach

Preliminary focus groups identified a series of psychosocial hazards specific to the custody officer role. A questionnaire administered to custody officers within a UK territorial police force assessed exposure to these psychosocial hazards and burnout.

Findings

Twenty‐six custody‐specific psychosocial hazards were identified, across nine themes. The proportion of custody officers who reported a high degree of burnout was above that found in normative data. Hierarchical regression analyses showed that exposures were positively related to emotional exhaustion and depersonalisation. Unrelated t‐tests showed that respondents who reported high burnout also reported significantly higher exposures across all nine psychosocial hazard themes than those with sub‐threshold burnout scores.

Originality/value

This is the first study to investigate the stress‐related working conditions of the UK custody officers. It provides a foundation for future large‐scale longitudinal studies concerned with validating the current findings and improving the health of officers engaged in this unique policing role.
Reference services for the deaf and hard of hearing
Authors: Saar Michael , Arthur‐Okor Helena
Published: September 2013

Purpose – The purpose of this article is to investigate how effectively the library meets the research needs of deaf and hard of hearing students. Design/methodology/approach – The study was conducted by an anonymous survey investigating students' use, awareness and comfort level with the library and its resources. The survey was followed up with a small focus group comprised of volunteer deaf and hard of hearing students in the Deaf Studies and Deaf Education program at Lamar University. Findings – A variety of communication options should be available for deaf and hard of hearing patrons to contact librarians for assistance. Librarians need to establish clear and effective lines of communication to ensure these patrons are aware of library services relevant to their needs. Making the effort to establish communication with deaf and hard of hearing patrons encourages their use of the library by demonstrating that the library is interested in serving their needs. Research limitations/implications – This is a review of the literature concerning collaboration and cannot contain every example of library and writing center collaboration. Practical implications – Librarians can use the findings in this article to create a more welcoming environment for their deaf and hard of hearing patrons. Originality/value – There is a scarcity in the library literature of studies examining the research needs of deaf and hard of hearing patrons. This article is of value to librarians looking for ways to better meet these patrons' research needs.
Fighting corruption successfully
Authors: Egesa Wagabi Helmut
Published: September 2013

Purpose

– This viewpoint is designed to look at the issues of corruption in Africa and how to fight it.

Design/methodology/approach

– Examples of real events and quotations of how ordinary people can be discouraged from corruption.

Findings

– Corruption may never be eliminated totally but more can be done to limit its reach.

Originality/value

– An overview of the fight against corruption. The author
'
s observation is based on the political and economic events that have taken place in Africa in the recent past.
Investigating e-banking service quality in one of Egypt’s banks: a stakeholder analysis
Authors: Ismail Hussien Miran , Abd El Aziz Rasha
Published: September 2013

Purpose

– The main subject of the research is to study the internet banking quality dimensions that affect customer satisfaction from the consumer and provider perspectives. This bridges the gap between theory and practice which is part from contributing to the body of knowledge, thus improve the service quality dimensions to attain better quality of life. The aim of this study is to investigate how do users perceive e-banking quality dimensions in terms of their importance; how do decision makers in banks perceive and provide e-banking quality dimensions; whether each quality dimension directly affect users satisfaction of the service.

Design/methodology/approach

– Structured questionnaires were randomly distributed over 300 bank clients, 133 valid questionnaires were returned. Data were statistically analyzed using SPSS. Two key decision makers at the were interviewed to get the broader picture, where data were interpretively analyzed.

Findings

– Results were integrated allowing authors to show that service quality has significant effect on customer satisfaction. bank could be considered a success story that provides a guide line for decision makers in banks that are less fortunate in providing high service quality, thus help them better address their customers’ needs.

Research limitations/implications

– The main limitation of this paper is that the research was conducted at one bank and thus a more comprehensive study, involving other banks in the industry could enable research generalize results.

Originality/value

– This paper provides a valuable stakeholder analysis regarding e-banking service quality dimensions as viewed and ranked by service providers and users.
Diploma research process: evaluating the service quality
Authors: Kariuki Mathenge Edward , Wangui Kamau Alice , Mwihaki Kariuki Jane , Wanjiru Munga Jane
Published: September 2013

Purpose

– The purpose of this study was to explore how diploma students enrolled in a research project paper report their thoughts, feelings, satisfaction, and service quality of the research process.

Design/methodology/approach

– A survey using a pre-determined questionnaire was used to track the thoughts, feelings, and actions of 1,129 diploma research students during a ten-month period spanning four semesters.

Findings

– Results revealed that the diploma research students experience some negative thoughts and feelings, i.e. anxiety about the research process, and they expressed some satisfaction with it.

Originality/value

– These findings have important implication for research and management education courses. Helping students increase not only their positive thoughts and feelings about research but also their satisfaction level can assist with the long-term educational goal to educate management professionals who can provide high-quality services, evaluate practice, and improve practice, policy, and management of service delivery.
Improving processes for good in East Africa
Authors: Parris Andrew
Published: September 2013

Purpose

– This paper describes World Vision
'
s motivation, context, experience, and learning in improving processes in East Africa. It demonstrates that Lean and Six Sigma TQM approaches apply to an international non-governmental organisation (INGO) operating in East Africa, and that they can deliver significant process improvements.

Design/methodology/approach

– The findings come from initiating process improvement in World Vision in East Africa, observing and reflecting on this experience, and measuring improvements achieved through process improvement projects conducted by World Vision East African staff.

Findings

– The INGO and East African contexts provide unique challenges to and demonstrate a strong need for process excellence. However, a standard process improvement approach can be used. A key segment of World Vision staff in East Africa has caught the vision of process excellence, understood and applied TQM concepts and tools, and significantly improved key processes, for example, reduced by 40-80 per cent the average time to procure items and recruit new staff. We have reduced annual expenses by nearly $1,000,000. Such improvements help World Vision to achieve better outcomes with existing funding, people, and other resources.

Originality/value

– This paper demonstrates that Lean and Six Sigma apply to and are vital for both NGOs and the East African context. It describes World Vision Process Excellence and improvements achieved. It presents challenges faced and lessons learned along the way. Finally, it calls on others to join the Lean Six Sigma TQM journey in NGOs and East Africa.
Determinants of customer loyalty in Kenya: does corporate image play a moderating role?
Authors: Kipkirong Tarus Daniel , Rabach Nicholas
Published: September 2013

Purpose

– Although previous studies have attempted to explain why some customers remain loyal to a product or service provider and/or why others switch, few studies have interrogated the role of social pressure as well as the moderating role of corporate image.

Methodology

– The paper uses a composite measure of customer loyalty which provides both behavioral aspects and attitudinal loyalty. Survey data derived from a sample of 140 users of mobile services in Kenya was used and the hypotheses was tested using moderated regression analysis.

Findings

– The results indicate that perceived service value, service quality and social pressure were significant predictors of customer loyalty, while customer satisfaction was not significant. Corporate image was found to moderate the relationship between service value, service quality, social pressure and customer loyalty.

Research limitations

– Even though the study utilized a sample similar to other existing studies, future research should use larger samples, different measures of variables and different contexts.

Implications

– To improve on customer loyalty, mobile telecommunication firms in Kenya should place more emphasis on the value offered to customers as well as the needs of the social units like family, friends and colleagues. Moreover, telecommunication firms should invest in good corporate image in order to realize the benefits of customer loyalty.

Originality/value

– The study adds value to the understanding of the determinants of customer loyalty. More importantly, social pressure is an important determinant of customer loyalty. Second, corporate image plays a moderating role in customer behavior. Thus firms eager to engender customer loyalty should invest in corporate image.
Service quality and relative performance of public universities in East Africa
Authors: K. Cheruiyot Thomas , C. Maru Loice
Published: September 2013

Purpose

– Service quality and relative performance of public universities in East Africa.

Design/methodology/approach

– Exploratory survey of three public universities in East African countries namely Moi, Makerere and Dar es salaam universities from three East African countries of Kenya, Uganda and Tanzania, respectively. Student perceptions are elicited on service quality and relative performance. Comparative analysis is done. A sample size of 450 respondents from a target population of
>
50,000 is derived using a multistage sampling technique. Structured questionnaire is used to extract both nominal and ordinal data, the latter utilizing items anchored on a five-point Likert scale. Modified SERVQUAL and performance were standardized. Descriptive, one-way ANOVA, factor analysis, Pearson product moment correlation and multiple regression was used to analyze the data.

Findings

– Modified SERVQUAL dimensions were confirmed, centrality of tangibility and reliability established, while importance of responsiveness was disapproved. Relative variation in service quality and relative performance across three countries universities was found to be significant. Finally significant effect of service quality on performance of universities was also established.

Research limitations/implications

– Service quality and relative performance in higher education could be subjected to international verification and evaluation at the risk of cultural and contextual bias.

Practical implications

– The paper provides insights on the relative importance of service quality dimensions and their effects on relative performance. This guides practitioners on prioritization of the service quality dimension that are central to relative performance.

Social implications

– Knowledge of the key dimensions of service quality that are central to relative performance and their variation across institutional contexts guides institutions of higher education in fulfilling their social responsibility to customers by meeting their expectations in service quality.

Originality/value

– The value of this paper lies in the application of SERVQUAL model to higher education in an international context. Evaluation of link between service quality and relative performance, and also examining variation across universities under unique cultural and contextual situations.
Overall picture of an emerging neonatal infectious disease induced by a superantigenic exotoxin mainly produced by methicillin‐resistant Staphylococcus aureus
Authors: Takahashi Naoto , Imanishi Ken'ichi , Uchiyama Takehiko
Published: September 2013

Since 1992, many neonates in neonatal intensive care units in Japan have been developing fever and systemic exanthema. Immunological analyses of neonates with these symptoms has revealed that the bacterial superantigen, toxic shock syndrome toxin‐1 (TSST‐1) is the cause. The name neonatal TSS‐like exanthematous disease (NTED) has been applied to this condition. The most striking clinical finding has been that none of the term neonates have developed shock or died of NTED. The timing of NTED epidemics has coincided with the spread of emerging TSST‐1‐producing methicillin‐resistant Staphylococcus aureus clones in Japan. The low frequency of pregnant women with positive anti‐TSST‐1 antibody titers could be one reason for the spread of NTED in Japan. Neonates have immune tolerance against TSST‐1 and may actively suppress the immune response to NTED with interleukin‐10. According to the T cell responses in infants or young children with diseases induced by TSST‐1, the pathophysiology of TSST‐1‐related diseases may be age‐dependent. The precise mechanism of anergy and deletion of specific T cells stimulated with TSST‐1 should be investigated in neonates infected with NTED. Both NTED and TSS might provide good models for analyzing the mechanism(s) of neonatal immune tolerance and the age‐dependence of human immunity. This disease has not only become representative of diseases caused by superantigens, but has also yielded a considerable amount of evidence about human immune reactions against superantigens.