bluuebunny/crossref_metadata_2025 huggingface dataset:
Matching rhetoric with reality
Authors: Jackson Matthew
Published: February 2010

Purpose

The purpose of this paper is to examine the mismatch between the language and rhetoric used by UK Central Government departments to promote particular policy options and initiatives and the experiences of Third Sector organisations engaged in such programmes. The paper provides an overview of policy development involving the Third Sector in the UK and seeks to provide a practice and political context to facilitate the analysis.

Design/methodology/approach

The paper draws upon empirical research undertaken with Third Sector and public sector agencies in specific initiatives in England. The methodology adopted includes an analysis both of the policy documents and official guidance notes provided as well as qualitative data drawn from interviews with key participants in the process.

Findings

The paper observes that for both parties in the process the relationships/experience was uncomfortable. The diversity, size, ethos and shape of the Third Sector were not fully understood by public sector agencies and the implications of the governance and decision making processes were not fully grasped by either party.

Research limitations/implications

While the policy and practice implications are explicitly discussed in the paper it is rooted in the particular organisational structures/culture of the UK (and England in particular). While comparisons are possible they are to be found in the discussion on processes.

Practical implications

The paper adds to the analysis/understanding of the policy and practice relationship(s) between the Third Sector and central/local government and points to ways in which these relationships are likely to become more significant over time.

Originality/value

The paper adds to the literature on the Third Sector but is significant because of its focus on specific policy initiatives.
Social enterprise, strategic networks and regional development
Authors: Mawson John
Published: February 2010

Purpose

The purpose of this paper is to examine the way in which the UK Labour Government “framed” the policy and practice debate on social enterprise, the way in which “strategic” networks were (or were not) facilitated and the extent to which scale and geography shaped policy choices after 1997.

Design/methodology/approach

The paper examines three phases of development through a series of examples/case studies all of which are based in the West Midlands in the UK. The paper draws upon the author's practice and experience as both a practitioner and researcher during this period. Interviews with other key individuals are undertaken to inform the author's reflections and analysis.

Findings

The paper suggests that there is a risk that experience, knowledge and understanding are at risk as there seems to be poorly developed processes and systems to “capture” informed understanding and that the importance of regional networks to promote practice and to protect innovation are often poorly developed and supported.

Research limitations/implications

The paper is timely given the renewed focus by political parties in the UK on the role of the third sector in providing the “solution” for a number of public sector initiatives.

Practical implications

The paper cuts across both the literature/debate on public policy as well as that on the role of networks and decision making within informal (as well as formal) organisations.

Originality/value

The paper is timely and will add to an awareness of policy choices and the importance of sustaining a “memory” of past (and current) programmes.
The role of community‐based organisations in sustaining community regeneration
Authors: Coatham Veronica , Martinali Lisa
Published: February 2010

Purpose

The purpose of this paper is to reflect upon the development of the third sector and its relationship with social inclusion by reference to a specific case study – the Castle Vale Community Regeneration Services (CVCRS). By drawing upon an informed understanding of CVCRS the authors examine the ways in which the discourse of “regeneration” and the “third sector” is played out.

Design/methodology/approach

The paper uses a case study approach as the basis for framing the debate and analysis.

Findings

The paper concludes that the capacity of third sector organisations to meet the expectations of local residents and local agencies and professionals represent real challenges. The case study also illustrates the way in which such organisations share the characteristics of small businesses and this raises important questions over the skills and capacities of those managing such projects.

Research limitations/implications

Implications for third sector organisations can be generalised from this paper.

Practical implications

The paper identifies the ways in which the medium to long‐term sustainability of such projects is contingent upon enhancing both the management/governance of such projects and also the mainstream funding of projects.

Originality/value

Case study material provides a richness in description and adds to understanding of the topic.
Potential benefits of engaging primary stakeholders in developing a vision
Authors: Schraeder Mike , Self Dennis R.
Published: February 2010

Purpose

The purpose of this article was to outline some of the potential benefits of engaging primary stakeholders in the process of developing or revising an organization's vision.

Design/methodology/approach

Plausible benefits associated with involving primary stakeholders in the visioning process were discussed within the framework of the current global economic crises.

Findings

Involving key primary stakeholders such as employees, customers, and owners/investors in the visioning process can elicit benefits including an accelerated rate of change, enhanced organizational recovery, and renewed stakeholder loyalty.

Originality/value

This article emphasizes the importance of engaging primary stakeholders, comprised of employees, customers, and owners/investors in the process of visioning. Potential benefits of involving these primary stakeholders in the process are also summarized within the context of our current, global, economic crises.
Sustainable refurbishment: policy direction and support in the UK
Authors: Mansfield John
Published: February 2010

Purpose

This paper has three principal aims – to examine the development of international policy direction for sustainability in the built environment; to highlight the contribution that the legacy stock could make to the various sustainability targets through sustainable refurbishment; and to review the UK government's direct and indirect support of sustainable refurbishment.

Design/methodology/approach

The paper critically reviews international and national policy documents and associated professional commentary.

Findings

The general conclusions are that the international targets for energy efficiency and carbon dioxide reduction within the built environment are focused on new‐build schemes. The annual replacement rate of the existing stock is minimal; thus the legacy stock will dominate for a considerable time. Sustainable refurbishment could provide significant financial benefits to investors and occupiers in addition to positively contributing to various sustainability targets. The UK government could do more to actively support sustainable refurbishment activity through direct and indirect initiatives.

Originality/value

The paper offers an applied examination of the level of support offered by the UK government to the commercial sector that has the potential to make a significant contribution to the broader targets.
Problem‐based learning supported by digital archives
Authors: Chen Chih‐Ming , Chen Chia‐Chi
Published: February 2010

Purpose

This paper seeks to assess the differences between learning performance and the satisfaction of learners who use digital resources in the Taiwan Libraries' History Digital Library (organized digital resources) and the Google search engine (unorganized digital resources) in problem‐solving learning for the same subject via the problem‐based learning (PBL) mode. The paper aims to explore the advantages and characteristics of using digital archives to support PBL and to offer suggestions that are helpful when using digital archives to support e‐learning.

Design/methodology/approach

The study adopted the quasi‐experimental design method to assign all participants into an experimental group and control group to evaluate differences in learning performance and the satisfaction of learners who use different digital resources during PBL processes. A statistical analysis scheme was employed to evaluate the learning performance of learners during PBL supported by different digital resources in terms of learning processes, PBL outcomes, and a questionnaire.

Findings

The study obtained the following conclusions: learning performance and the satisfaction of learners in the experimental group during PBL processes supported by digital archival resources were superior to those of control‐group learners who were supported by search engine resources; compared with search engine resources, the digital archival resources provide benefits in the learning phase, such as “action” (i.e. doing), in the proposed PBL mode, which has three learning phases; and compared with resources accessed through the Google search engine, PBL supported by digital archival resources should enhance searching performance and thereby increase learner willingness to use digital archives during e‐learning.

Practical implications

Using digital archives to support e‐learning is a new trend in the library sciences field; however, few studies have developed useful learning modes for effective e‐learning supported by digital archives. Evidential research related to e‐learning supported by digital archives is also lacking; most studies used digital archives as digital course materials, thus ignoring the principal property of digital archives – excellent resource organization.

Originality/value

The paper shows that by integrating the PBL mode with digital archives one can identify the advantages of digital archives in supporting e‐learning, resulting in innovative and valuable research.
Supply chain management model for digital libraries
Authors: Meng‐xing Huang , Chun‐xiao Xing , Yong Zhang
Published: February 2010

Purpose

This paper seeks to create a novel management model for digital libraries which can effectively respond to the challenges and culture posed by Google or other search engines.

Design/methodology/approach

The paper attempts to construct an advanced management model for a digital library which can have the advantages of Google, other search engines and libraries, yet avoid their inherent weakness. For that, the paper investigates and analyzes the advantages and weaknesses of Google and digital libraries at home and abroad, and makes reference to the theory of supply chain management (SCM) to construct a new management model for a digital library.

Findings

A supply chain for the digital library is constructed and a supply chain architecture for digital libraries, their components and the running situations of content services flow, information flow and funds flow in supply chain, is proposed. The components are described in detail. Then three kinds of service models are constructed and their service processes are analyzed.

Practical implications

The paper is one of the research findings of the National Key Technology R&D Program of China during the 11th Five‐Year Plan Period (No. 2006BAH02A12): Digital Content Supporting Technology Platform and will be applied to Chinese digital libraries construction.

Originality/value

The supply chain management model for a digital library which is blessed with the advantages of Google and libraries but without their weaknesses is studied and presented for the first time. The model can provide a well‐suited, highly efficient and one‐stop‐shop information and knowledge service for users.
Perceptions of LIS professionals regarding use of Pakistan National Digital Library databases
Authors: Fatima Warraich Nosheen , Ameen Kanwal
Published: February 2010

Purpose

This study sets out to investigate the perceptions of LIS professionals regarding the usage and satisfaction of the Pakistani Higher Education Commission (HEC) National Digital Library (NDL) databases. The NDL Programme provides free access to electronic resources (30 full text databases including 24,000 peer reviewed online journals and e‐books) of world‐renowned publishers to public and private sector universities and non‐profitable research and development organizations, in Pakistan.

Design/methodology/approach

The study used a multi‐method approach. The data‐gathering techniques used for the study were an online survey, group interviews, and observation. A total of 75 people from 40 institutions responded to the survey.

Findings

The findings reveal that younger professionals showed more interest in the use of databases. A majority of users accessed these databases through the HEC web site. The respondents were more satisfied with electronic journals and were least satisfied with e‐books. It was found that the resources of HEC NDL are underused. HEC NDL needs to develop a promotional strategy and a feedback mechanism with the assistance of LIS professionals to improve its usage, because they have better knowledge of the information needs of their potential clients.

Practical implications

The findings of the study and their implications will be helpful for universities and HEC authorities, as well as decision makers and LIS faculty, both in Pakistan and elsewhere.

Originality/value

The study is the first of its kind and thus a useful source for learning the perceptions of LIS professionals about this Pakistani programme.
Perception and usage of e‐resources and the internet by Indian academics
Authors: Sampath Kumar B.T. , Kumar G.T.
Published: February 2010

Purpose

This paper aims to examine the perception and use of e‐resources and the internet by the engineering, medical and management academics in Bangalore City, India. The prime objective is to find out how academics compare e‐sources with print sources and how they perceive the advantages of e‐sources and problems for accessing them. It further aims to establish the extent of internet use, the purpose of such use and factors influencing it.

Design/methodology/approach

Data were collected from 300 students and faculty members in selected engineering, medical and management colleges of Bangalore City. The questionnaire consists of 15 main questions with many of them having a number of subsidiary questions. The questions are designed for the students and faculty members to elicit their experience with the e‐sources and internet use for their study and research work.

Findings

Study results show that the students and faculty who participated in this survey are aware of e‐sources and also the internet. Even though a majority of the academic community use electronic information sources for their academic‐related work, most of them prefer print to electronic information sources. Many of the students and faculty learned about the electronic information sources either by trial and error or through the advice of friends.

Practical implications

Librarians need to reallocate more budget to expand the availability of electronic resources for students and faculty. Library professionals should also help users to ascertain what high‐quality free resources are available on the internet and how to search these resources more effectively and efficiently.

Originality/value

This is the first comprehensive study of the use of e‐sources and internet by engineering, medical and management students and faculty members in India. Its findings will help library professionals in respective college libraries to plan for effective and efficient use of the internet to fulfil information requirements of the students and faculty members.
Science and technology at the Bibliothèque nationale de France: a new policy, a new electronic library and a new access to information
Authors: Colinmaire Hervé
Published: February 2010

Purpose

The purpose of this paper is to describe developments in electronic reproduction and delivery at the Bibliothèque nationale de France (BnF), and in particular in science, technology and medicine (STM) subjects.

Design/methodology/approach

The paper takes a descriptive approach.

Findings

Radical changes are taking place at the BnF, especially in widening access and in document supply.

Originality/value

This is one of the very few papers in English to describe the strategic developments at the BnF to service its customers, both onsite and remote.
Document supply and resource sharing in Portuguese libraries: the role of the National Library
Authors: Gaudêncio Soares Elisa Maria
Published: February 2010

Purpose

The purpose of the paper is to describe the development of the Portuguese document supply system with particular emphasis on the role of the National Library but also in its academic and public library sectors.

Design/methodology/approach

The paper is descriptive in nature.

Findings

Portugal emerged from a long period of monarchy and dictatorship, profited from being a EU member, and libraries are now exploiting the advantages of information technology particularly for the benefit of remote users.

Originality/value

This is probably the first overview of historical and recent developments in document supply in Portugal.
The Russian State Library: Russia's national centre for interlibrary loan and document delivery
Authors: Erokina Nadezhda
Published: February 2010

Purpose

This paper aims to describe the document supply services of the Russian State Library.

Design/methodology/approach

The paper is descriptive in nature.

Findings

After the hiatus of the 1990s the document supply service has recovered and is developing new electronic services. Resource sharing is also growing.

Originality/value

The paper provides a historical and contemporary overview of the development of document supply in Russia and the Soviet Union.
The National Library of Singapore experience: harnessing technology to deliver content and broaden access
Authors: Chellapandi Sharmini , Wun Han Chow , Chiew Boon Tay
Published: February 2010

Purpose

This paper seeks to focus on the efforts of the National Library of Singapore (NLS) to make accessible resources to users who may not come to the library physically or resources that the library may not hold or own, and to discuss some of the initiatives launched by the NLS in the past five years, including the encyclopedic Singapore Infopedia, the landmark collaborative project between the NLS and Singapore Press Holdings (SPH) that initiated NewspaperSG, and the Singapore Memory Project, a nationwide initiative to build a national digital collection of materials about Singapore.

Design/methodology/approach

The paper takes a descriptive approach.

Findings

With libraries the world over facing the challenge of meeting the needs of users in improving access, the National Library of Singapore (NLS) has, in the past decade, sought to explore ways in which remote reference services can be improved and access to its collections in the online space enhanced.

Originality/value

The paper gives an insight into the latest developments at the National Library aimed at servicing its remote users.
The ILL Service in the Biblioteca Nacional de España
Authors: Albelda Beatriz , Abella Sonia
Published: February 2010

Purpose

The purpose of this paper is to describe the recent developments implemented in the ILL Service in the Biblioteca Nacional de España, aimed at a customer‐focused approach.

Design/methodology/approach

The paper is based on those facts and activity figures reported between 2006 and the first semester of 2009 within the ILL Service.

Findings

As a result of the implementation of a series of quality standards (promotion of off‐site options, automation of workflows, review of procedures), a customer‐focused approach has been built in the ILL Service. Performance evaluation is a crucial issue in order to provide a better service and to benchmark with similar units in national libraries. The implementation of new electronic services and the great digitisation projects provide a larger visibility of national collections as well as an increase in ILL demand. The ILL Service continues to play a key role in cooperation and support for research, mainly in Hispanic studies.

Originality/value

The paper highlights the major quality measures introduced in the last few years in order to meet new customer needs in the ILL Service offered by the National Library of Spain. It also incorporates the impact of the main digitisation projects on the ILL Service.
The determinants of brand equity
Authors: Kapareliotis Ilias , Panopoulos Anastassios
Published: February 2010

Purpose

The purpose of this paper is to determine the variables of brand equity measurement for Greek companies quoted in the Greek exchange stock market.

Design/methodology/approach

The measurement of brand equity has been a hot issue both for marketing and financial practitioners. Different attempts to measure brand equity have been made by both sides. The present study, by the use of Tobin's Q methodology, tries to measure brand equity for Greek firms in the stock market. The present study tries to adopt both a methodology related to marketing and financial literature.

Findings

Tobin's q can be a measure of brand equity for firms in the stock market. The variables which need to be examined are related to research and development but also to financial and marketing activities.

Originality/value

Simone and Sallivan tried to measure brand equity throughout Tobin's q. The present paper is an international attempt to measure brand equity thorough Tobin's q in Greece. Another attempt related to Simon and Sallivan's research had never been done, either in marketing or financial literature.
Estimating analyst's forecast accuracy using behavioural measures (Herding) in the United Kingdom
Authors: Salamouris Ioannis S. , Gulnur Muradoglu Yaz
Published: February 2010

Purpose

The purpose of this paper is to identify herding behaviour on financial markets and measure the herding behaviour impact on the accuracy of analysts' earnings forecasts.

Design/methodology/approach

Two alternative measures of herding behaviour, on analysts' earnings forecasts are proposed. The first measure identifies herding as the tendency of analysts to forecast near the consensus. The second measure identifies herding as the tendency of analysts to follow the most accurate forecaster. This paper employs the method of The Generalised Method of Moments in order to relax any possible biases.

Findings

In both measures employed, a positive and significant relation is found between the accuracy of analysts' earnings forecasts and herding behaviour. According to the first measure analysts exhibit herding behaviour by forecasting close to the consensus estimates. According the second herding measure, it is found that analysts tend to herd towards the best forecaster at the time. Finally, it is concluded that the accuracy of analysts' forecasts increases as herding increases.

Research limitations/implications

The present study triggers concerns for further research in the modelling of analysts' forecasting behaviour.

Originality/value

This paper proposes that a measure based on human biases is the best way to estimate and predict the analysts' earnings forecast future accuracy.
The effect of the mandatory adoption of corporate governance mechanisms on earnings manipulation, management effectiveness and firm financing
Authors: Chalevas Constantinos , Tzovas Christos
Published: February 2010

Purpose

The purpose of this paper is to examine the effect of the mandatory adoption of corporate governance mechanisms on serious firm issues (earnings manipulation, management effectiveness and firm's financing).

Design/methodology/approach

Cross‐sectional analysis is employed to investigate the association between the corporate governance mechanisms that have been introduced by the L.3016/2002 and earnings manipulation, management effectiveness and firm's financing.

Findings

This study finds that the mandatory corporate governance mechanisms decrease firms' weighted average cost of capital, increase firm's financing and have no impact on firms' effectiveness and earnings manipulation.

Practical implications

This study provides insights regarding the extent to which the mechanisms of corporate governance provided by the L.3016/2002, improve the quality of financial statements prepared by Greek companies. The conclusions of the study are useful for the providers of equity and debt capital, the legislators and the shareholders.

Originality/value

The paper tests, empirically, the effect of the mandatory corporate governance mechanisms on earnings manipulation, management effectiveness and firm's financing.
ALA 2007: A Tale of Collaboration: The Art of the Picture Book
Authors: Schrecker Diane L.
Published: February 2010

Purpose

The purpose of this paper is to provide an outline of the 26th Annual Poster sessions held at the American Library Association Annual Conference held in Washington DC in June 2007, with focus on the poster session for “The Art of the Picture Book” conference.

Design/methodology/approach

A description of the background, processes and planning of this poster session.

Findings

Design, targeting and resources for “The Art of the Picture Book” conference are reported, together with evaluation techniques and results.

Originality/value

This report is of value to those (particularly information and library professionals) involved in conference planning and poster session planning.
German Library Association Meeting (Bibliothekartag) in Mannheim
Authors: Seadle Michael , Greifeneder Elke
Published: February 2010

Purpose

The purpose of this paper is to describe the German Library Association (Bibliothekartag) meeting and the German Library Hi Tech award.

Design/methodology/approach

This is a descriptive report.

Findings

One of the advantages of the Bibliothekartag over the American Library Association meetings is its relative compactness.

Originality/value

This report is designed to introduce the meeting to those unfamiliar with it.
Saraswati: cross‐lingual Sanskrit Digital Library
Authors: Tripathi Aditya
Published: February 2010

Purpose

The purpose of this paper is to describe Saraswati, a cross‐lingual Sanskrit Digital Library hosted at Banaras Hindu University. The system aims to assist those who know Sanskrit and at least one Indic script out of Devanagari, Kannada, Telugu and Bengali.

Design/methodology/approach

The system is developed with the Unicode standard using PHP as the programming language. The system follows three levels of architecture for search, display, and storage of Sanskrit documents. The system uses the UTF‐8 character representation system and generates on‐the‐fly transliteration from one Indic language script to another.

Findings

The system successfully demonstrates transliteration of Sanskrit text from one language to another. Saraswati is also capable of searching a given keyword across different languages and produces the result in the desired language script.

Research limitations/implications

Some languages such as Tamil (not chosen for study) use context dependent consonants, and with the present algorithm they require further refinement.

Practical implications

With Saraswati, people can read Sanskrit documents and also perform a search for documents available in other scripts. The present system is useful for reading cross‐lingual literature. The present study demonstrates successful implementation of Saraswati over the University Intranet.

Social implications

It is very common among scholars both in India and abroad that they learn Sanskrit with only one Indic script. The present system is helpful for such kind of scholars.

Originality/value

The system is the first of its kind anywhere and will be highly beneficial for scholars.
Jing and Yang: balancing asynchronous and synchronous training
Authors: Tagge Natalie
Published: February 2010

Purpose

The purpose of this paper is to provide an examination of how web conferencing software and screencasting software has been used to provide training to librarians participating in the Illinois State Library's AskAway Illinois virtual reference cooperative.

Design/methodology/approach

Brief overview of the features of the web conferencing and screencasting software used, Wimba and Jing, respectively, is provided followed by a discussion of the implementation of these products as librarian training tools within the AskAway Illinois. Recommendations for training with these tools are also made based on experience and a review of the literature.

Findings

Using an online synchronous environment (Wimba) to provide AskAway Illinois introductory training ensures all librarians joining the cooperative have at least a basic level of knowledge. Follow‐up training is sometimes necessary and is best accomplished using an online asynchronous method (Jing) that is more convenient than a synchronous environment and is more informative than email or a phone call.

Originality/value

An example of how Wimba and Jing are implemented for librarian training is provided. Examples of best practices for using web conferencing and screencasting software to train librarians on new technology are also provided.
Did webrings die? An exploratory study
Authors: Alimohammadi Dariush
Published: February 2010

Purpose

Developments in web technologies have already provided end‐users with huge amounts of information on the one hand and an increasing number of search tools on the other hand. Webring is one of the oldest tools designed to help searchers surf the Net easier. The purpose of this paper is to determine if webring is still alive or not.

Design/methodology/approach

After providing a historical overview, webring is defined and its advantages and disadvantages are enumerated. Then, an exploratory study is done to determine webrings' survivability.

Findings

Based on the last update of each webring, the research shows that 69.1 per cent of webrings have been updated in the second period of their life. This implies that webrings are growing increasingly, and hence are still alive.

Research limitations/implications

Lack of last time of updating in 199 webrings, having only the year of updating in 102 out of a 191 dated webrings and not retrieving some of the webrings because of filtering policy currently conducted in Iran are the research limitations.

Practical implications

It was not possible to contact ringers for getting more accurate data.

Originality/value

Results of this research can direct researchers to do more studies on webrings from the technical and user viewpoints.
Strategies for achieving success for innovative versus incremental new services
Authors: Ottenbacher Michael C. , Harrington Robert J.
Published: February 2010

Purpose

The purpose of this paper is to examine whether managers should have a different approach for the development of very innovative services from that of incremental new services.

Design/methodology/approach

This paper is based on a large‐scale survey to examine hotel innovation projects to gain insight about the impact of level of innovativeness on the factors that are linked to new service success and failure.

Findings

The research results show that there are two global success factors regardless of their degree of newness – market attractiveness and strategic human resources management. Several other factors, however, are found to influence the outcome of incremental projects, such as: service advantage, empowerment, training of employees, behavior‐based evaluation, tangible quality and marketing synergy. For very innovative new hotel services, market responsiveness and pre‐launch activities are found to be related to success.

Research limitations/implications

Further research should investigate whether the results are applicable to other countries and other service segments as well as to consider a staff or customer outcome perspective.

Practical implications

Managers who design new service development processes that are tied to the key success features in innovative or incremental new service development (NSD) increases the likelihood of success.

Originality/value

The differences in success factors between innovative and incremental new services has not been clearly articulated to date. Innovativeness is linked to levels of risk, ambiguity, necessary resources and complexity and this paper shows that firms should have different priorities and approaches when developing new services.
Service customer commitment and response
Authors: Jones Tim , Fox Gavin L. , Taylor Shirley F. , Fabrigar Leandre R.
Published: February 2010

Purpose

This paper aims to examine the role of three forms of customer commitment (normative, affective, and continuance) on a variety of loyalty‐related customer responses.

Design/methodology/approach

Data were collected from two distinct sampling frames, which yielded a combined metrically invariant sample of 348 consumers. A three‐dimensional conceptualization of commitment is used to analyze impacts on one focal (i.e. repurchase intentions) and two discretionary customer responses.

Findings

Results of structural equation modeling analyses indicate that affective commitment is the primary driver of the customer responses and mediates the effects of normative and continuance commitments. These effects are contingent upon the type of service.

Research limitation/implications

This research emphasizes the primacy of affective commitment in predicting loyalty‐like customer responses.

Practical implications

Managers need to focus primarily on generating affective commitment, but be mindful that normative and continuance commitment also play a role in generating desirable consumer responses.

Originality/value

The paper builds on and overcomes several deficiencies in prior commitment research. A more accurate and useful representation of affective, normative, and continuance commitment roles in generating focal and discretionary behaviors is provided.
Consumer relationship proneness: a reexamination and extension across service exchanges
Authors: Turner Parish Janet , Bugg Holloway Betsy
Published: February 2010

Purpose

This paper aims to answer two key questions focused on increasing the understanding of consumer relationship proneness (CRP) and its role in customer relationship management. First, is CRP linked to trust and other relationship outcomes (e.g. customer share, adherence)? Second, does the nature of the service exchange (transactional versus relational) affect the association between CRP and commitment and trust?

Design/methodology/approach

Data were collected in three contexts: 270 travel industry call center customers, 345 insurance agency clients, and 897 patients responded to our surveys about their business relationships.

Findings

Structural modeling analysis and t‐statistic comparisons revealed that CRP is associated with trust and other important outcomes (i.e. share of customer and adherence) and that the nature of the service exchange moderates the association between CRP and commitment and trust. Specifically, as the nature of the service exchange moves from transactional to relational, the influence of CRP on commitment and trust strengthens.

Research limitations/implications

Because CRP cannot be inferred from commonly measured variables, including measures of CRP, is important for relationship marketing and customer relationship management researchers.

Practical implications

Managers need to seek a greater understanding of individual consumer differences and to identify CRP in order to better manage customer relationships.

Originality/value

This paper is the first to report a direct association between CRP and trust. It is also the first to report the moderating influence of relationship type on the association between both CRP and commitment and CRP and trust.
New directions for customer‐to‐customer interaction research
Authors: Nicholls Richard
Published: February 2010

Purpose

This paper aims to identify new directions for research into customer‐to‐customer interaction (CCI). It also aims to examine thematically the main achievements of two decades of CCI research.

Design/methodology/approach

Consultations both with CCI experts and with experts from a selection of management fields were undertaken. A selective literature review, based on an extensive search of the CCI literature, was conducted.

Findings

A large number of opportunities for future investigation are identified. A significant quantity of CCI literature is revealed. CCI is shown to be conceptually quite complex. Convincing evidence supports the claim that CCI has now joined the mainstream of services marketing.

Practical implications

For service management researchers, a number of service management topics, such as service recovery, SST, e‐service, and ergonomics, are shown to have CCI‐related aspects worthy of research attention. For service managers, the emphasis on showing the relevance of CCI, and the possibilities for influencing CCI, should encourage them to incorporate CCI considerations into their strategic and operational plans.

Originality/value

The wide‐ranging proposals for future research into CCI will undoubtedly stimulate investigation of many new avenues of CCI. Service management researchers are provided with a concise, thematic guide to the most influential CCI literature; the article contributes to the service‐dominant logic literature by broadening the discussion of the customer as an operant resource.
A bird in the hand
Authors: Parker Lee
Published: February 2010

Purpose

The purpose of this paper is to warn against organisations failing to value their intellectual capital in pursuit of elusive outside human resources.

Design/methodology/approach

Satirical poem.

Findings

Organisations can be better served by valuing and cultivating their existing human resources.

Originality/value

Points to the risk of non‐replacement of departed key management staff.
A hands‐on experience of the voice of customer analysis in maternity care from Iran
Authors: Aghlmand Siamak , Lameei Aboulfath , Small Rhonda
Published: February 2010

Purpose

The purpose of this paper is to describe the use of voice of customer (VoC) analysis in a maternity care case study, where the aim was to identify the most important requirements of women giving birth and to determine targets for the improvement of maternity care in Fayazbakhsh Hospital in Tehran, Iran.

Design/methodology/approach

The tools of VoC analysis were used to identify: the main customer segment of maternity care; the most important of women's needs and requirements; the level of maternal satisfaction with delivered services at the study hospital and at a competitor; the nature of women's of requirements (termed Kano levels: assumed, expected, and unexpected); and the priorities of the study hospital for meeting these requirements.

Findings

Women identified the well‐being of mother and baby as the most important requirements. Women's satisfaction with the services was, with a few exceptions, low to moderate. Services related to most of the maternal requirements were ranked better in the competitor hospital than the study hospital.

Practical implications

The results form a solid basis for achieving improvements in the processes of care for mothers and babies.

Originality/value

The paper presents a systematic approach to VoC analysis in health care settings as a basis for clinical process improvement initiatives.
Emotional predictors of consumer's satisfaction with healthcare public services
Authors: Vinagre Helena , Neves José
Published: February 2010

Purpose

The aim of this paper is to test empirically a framework that contributes to the understanding of patients' satisfaction by estimating the relationships between the satisfaction of particular types of customers with their emotions and perceived justice.

Design/methodology/approach

The study was developed in two segments. First, an exploratory analysis was conducted to find a factor structure and to test the psychometric properties of satisfaction and perceived justice scales. After that the hypothesized model was tested through an empirical study, with a sample of 520 patients from six Portuguese public healthcare services, using structural equation modelling.

Findings

The results show that the scales are psychometrically sound and confirm that satisfaction results from a complex cognitive and affective mechanism, thus highlighting the interactive characteristics of the services.

Research limitations/implications

Further research is needed to confirm these findings and to find if there is any possible conditioning factors that would interfere with these variables and change their effects on satisfaction.

Practical implications

Patients' satisfaction is an important issue for improving the provided healthcare services.

Originality/value

The paper offers empirical evidence about the complementary effect of emotions and perceived justice on the satisfaction with healthcare services. Findings also provide a model of analysis with valid and reliable measures.
Quality of care and patient satisfaction: a new theoretical and methodological approach
Authors: Larsson Gerry , Wilde‐Larsson Bodil
Published: February 2010

Purpose

The paper's purpose is to develop a care‐context adapted version of the emotional stress reaction questionnaire (ESRQ), which is based on the cognitive‐phenomenological writings of Lazarus, and, using this instrument, to explore the relationship between quality of care from a patient perspective and patient satisfaction while taking key antecedent conditions into account.

Design/methodology/approach

Data were collected from 624 patients at 16 Swedish out‐patient clinics (75 per cent response rate). Patients responded to the ERSQ, the quality from the patient's perspective questionnaire (QPP), the single‐item measures of personality (SIMP), and questions related to the outcome of the visit. Dimensionality of the ESRQ was analysed using exploratory factor analysis and structural equation modelling. The relationship between the theoretical concepts was explored with logistic regression analysis.

Findings

A care‐context adapted version of the ESRQ was developed with meaningful factors and satisfactory psychometric properties. Care‐episode specific appraisal and coping processes covaried as predicted with emotional responses. The theoretical model was partly confirmed when assessed against two outcome criteria: intention to follow the doctor's advice and hesitation to visit the same out‐patient clinic again.

Practical implications

The scales used are easy to administer and interpret.

Originality/value

The suggested theoretical model of the relationship between quality of care from a patient perspective and patient satisfaction is new, as is the emotion‐oriented approach to assessing patient satisfaction.
Referral pathways of patients with gallstones
Authors: Borowski David , Knox Margaret , Kanakala Venkat , Richardson Stuart , Seymour Keith , Attwood Stephen , Slater Bary
Published: February 2010

Purpose

Gallstone‐related illnesses are one of the most common reasons for emergency hospital admissions, often with serious complications. Standard treatment of uncomplicated gallstone‐disease is by laparoscopic cholecystectomy, which can be safely and cost‐effectively performed during a short hospital stay or as day‐case. This paper aims to evaluate the referral pattern of patients with gallstones, which treatment is given and whether patients admitted as emergency could have benefited from earlier elective referral. The management of these patients is examined in the context of payment by results to determine cost and potential savings.

Design/methodology/approach

The approach takens was prospective clinical audit and patient questionnaire in a district general hospital. Cost comparisons were made using secondary care income (NHS tariff) and estimated cost of hospitalisation, investigations and treatment.

Findings

Between May and July 2007, 114 patients were admitted with symptomatic gallstones, 62 (54.4 per cent) were emergencies. Cholecystectomy was performed in all 52 elective patients and performed or planned for 59/62 (95.2 per cent) emergencies. A total 17/62 emergencies (27.4 per cent) presented with complications of gallstones. 38/62 (61.3 per cent) had similar symptoms before, with 21/38 (55.3 per cent) diagnosed in primary care or by another hospital department. 11 (52.4 per cent) of these had not been referred for a surgical opinion; taking account of age, co‐morbidity and data acquired for elective admissions, the cost of their treatment could have been reduced by at least £16,194.

Originality/value

A large proportion of patients admitted with symptomatic biliary disease could have been referred earlier and electively. Such referral practice could improve the quality of care and reduce cost for the NHS both in primary and secondary care.
Relationship between the warm/cool feeling of fabric and the subjective evaluation of the quality of ladies' knitted fabrics
Authors: Inoue Takako , Nakayama Akira , Niwa Masako
Published: February 2010

Purpose

The purpose of this paper is to analyze the relationship between the warm/cool feeling of the heat properties of fabrics and the subjective evaluation of the quality of ladies' garment fabrics.

Design/methodology/approach

Regression analysis is conducted using stepwise block regression applied to the expert judges' judgment value total hand value, using six blocks of the mechanical properties and one block of the initial maximum values qmax of the heat flux of the heat properties of spring and summer tailored‐type jacket fabrics, as the seven blocks of fabric properties, including the secondary term of each property.

Findings

The results of the regression analysis show that the qmax values do not affect the subjective evaluation of the quality of spring and summer tailored‐type jacket fabrics. The results of the regression analysis of ladies' knitted fabric properties applied to the subjective evaluation value have confirmed that the qmax values affect the subjective evaluation of the quality of ladies' knitted fabrics.

Originality/value

This paper usefully describes the relationship between the warm/cool feeling of fabric and the subjective evaluation of the quality of ladies' knitted fabrics.
Computerized pattern making focus on fitting to 3D human body shapes
Authors: Sook Cho Young , Tsuchiya Keiichi , Takatera Masayuki , Inui Shigeru , Park Hyejun , Shimizu Yoshio
Published: February 2010

Purpose

This paper aims to describe the development of a method of constructing three‐dimensional (3D) human body shapes that include a degree of ease for purpose of computerized pattern making.

Design/methodology/approach

The body shape could be made with ease allowance to an individual's unique body shape using sweep method and a convex method. And then generates tight skirt patterns for the reconstructed virtual body shape using a computerized pattern making system.

Findings

This paper obtains individual patterns using individually reconstructed 3D body shapes by computerized pattern development. In these patterns, complex curved lines such as waist lines and dart lines are created automatically using the developed method. The method is successfully used to make variations of a tight skirt to fit different size women. The author also used the method to make other skirts of various designs.

Originality/value

The method described in this paper is useful for making patterns and then garments, without the need for the garments to be later adjusted for the subject.