bluuebunny/crossref_metadata_2025 huggingface dataset:
Body scanning of dynamic posture
Authors: Chi Liu , Kennon Richard
Published: July 2006

Purpose

Aims to check the validity of measurements of dynamic postures recorded by a body scanner.

Design/methodology/approach

Measurements between various anatomical landmarks have been taken both manually and using a 3D body scanner so that the validity of the measurements might be assessed when dynamic postures are adopted. Mechanical measurements of changes in the body surface dimensions have been compared with figures produced by a body scanner for both the standard natural position and for five dynamic postures, which must be accommodated when designing high‐performance garments.

Findings

Although the 3D body scanner collects data almost instantaneously and without physical contact with the target surface, the readings taken in respect of dynamic poses showed significant variations from manually‐taken measurements, with discrepancies as large as 6.8 cm over a 16 cm distance.

Research limitations/implications

The research has only been carried out on a very limited number of subjects. However, significant differences between manual and automatic body measurements are clearly demonstrated.

Practical implications

The research showed that as there are as yet no universally‐accepted conventions for 3D scanner measurements, the results appear to be optimised for the natural anatomical position. Body‐scanners are not well‐suited to taking measurements of dynamic postures expected in sporting activities.

Originality/value

Measurements of anthropometric landmarks for high‐performance activities have not previously been assessed, and these results usefully indicate the limitations of current 3D scanning technology.
The creative role of sources of inspiration in clothing design
Authors: Mete Fatma
Published: July 2006

Purpose

To assess the creative role of sources of inspiration in visual clothing design. It aims to analyse simple, general accounts of observed design behaviour and early stages of the clothing design process, what is the nature of design inspiration, how sources of inspiration are gathered and how they affect the creativity and originality in clothing design.

Design/methodology/approach

A progressive series of empirical studies looking at ready‐to‐wear clothing design has been undertaken; in situ observation, semi‐structured interviews and constrained and semi‐constrained design tasks. This empirical approach used ethnographic observational methods, which is effective in situations where conventional knowledge acquisition methods are insufficient, when broad understanding of an industry is needed, as in the fashion industry, not just a case study of a single individual or company.

Findings

Identifies the major types of idea sources in clothing design and provides information about each source. Recognises that these sources of inspiration help designers to create design elements and principles of individual designs. In order to foster originality, sources of inspiration play a powerful role throughout the creative stage of design process, and also in the early stages of fashion research and strategic collection planning.

Originality/value

This paper highlights the role of sources of inspiration and its effect in creativity and originality in the clothing design process. Offers practical help to clothing designers and design‐led clothing companies.
Influence of sewing parameters upon the tensile behavior of textile assembly
Authors: Gribaa Sabria , Ben Amar Sami , Dogui Abdelwaheb
Published: July 2006

Purpose

The aim of this work is to check the influence of some sewing parameters upon the tensile behaviour of a textile assembly (assembly of two woven samples by a seam).

Design/methodology/approach

This analysis was carried out according to the approach “experimental design”. The studied parameters are the sewing thread, the stitch type, the stitch density, the needle size and the edge of seam. The targeted answers are drawn from the tensile test on the assembly: breaking strength, breaking elongation and deformation energy.

Findings

In order to highlight the behaviour of the seam, a load‐extension curve for the stitch line is established: it represents, for a value of a given tensile effort, the difference between the displacement of the assembly and that of the fabric. From this curve, breaking elongation as well as the deformation energy are determined.

Originality/value

An “experimental design” was carried out and analysed for two types of assembly (warp and weft). Linear models predicting each response were established.
Switching barriers in business‐to‐business services: a qualitative study
Authors: Yanamandram Venkata , White Lesley
Published: July 2006

Purpose

To investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business‐to‐business (B2B) services sector.

Design/methodology/approach

A qualitative study was conducted, with 28 personal interviews undertaken with managers who are involved in the choice of service providers. The respondents belonged to 24 organisations located in Australia. Template analysis and eyeballing were techniques used to analyse the data collected.

Findings

Assessment of the reasons why dissatisfied customers stayed with the service providers resulted in six categories. The categories were found to be, in order of decreasing frequency, impact of alternative providers, switching costs (18), others (17), inertia (14), investment in relationships (13), and service recovery (13). The results not only confirmed factors found in the literature, but also uncovered 11 other factors.

Research limitations/implications

The sample size, whilst appropriate for qualitative research, should be considered adequate only for exploratory analysis and a further quantitative study is needed to validate the study.

Practical implications

This study is important for those firms who have many prospective switchers because it is important to understand why these customers stay, and to what extent such firms can discourage such customers from leaving in both positive and negative ways. For those service firms that are attempting to attract these prospective switchers, an understanding of why they do not switch is important, as it will enable them to develop strategies to overcome these switching barriers and gain market share.

Originality/value

This research is the first study to investigate in a single model a range of barriers to switching in a B2B services context. The results that confirmed categories found in the literature also discovered 11 other factors not evident in the extant literature.
Arousal expectations and service evaluations
Authors: Mattila Anna S. , Wirtz Jochen
Published: July 2006

Purpose

This paper aims to test a theoretical framework that explains arousal congruency effects on consumer perceptions of intrinsically pleasant service environments.

Design/methodology/approach

A 3 (low and high target‐arousal manipulation plus control group) by 3 (low, medium and high actual arousal) true experimental design was used to test our research hypotheses in a café context. The research methodology involved video simulations and role‐playing instructions.

Findings

The findings from our experiment indicate that that an intrinsically attractive store environment can be perceived as unpleasant if it fails to match the consumer's desired level of stimulation (arousal congruency). Similar congruency effects were found for satisfaction with the experience. The control group, on the other hand, responded positively to all levels of actual arousal, thus suggesting that arousal expectations are an important moderator of customer evaluations of service environments.

Practical implications

The findings of this study suggest that an intrinsically pleasant service environment might not be enough to guarantee pleasure and satisfaction. Specifically, the amount of pleasure and satisfaction derived from the service experience might be dependent on the degree of congruency between consumers' target‐arousal levels and the actual arousal levels of the service environment. High arousal congruency would greatly enhance consumers' perceptions of pleasure and satisfaction, while high arousal incongruency would adversely affect the level of pleasure and satisfaction derived.

Originality/value

This paper advances and tests a theoretical framework that explains arousal congruency effects on consumer perceptions of intrinsically pleasant service environments.
The relationship of service provider power motivation, empowerment and burnout to customer satisfaction
Authors: Yagil Dana
Published: July 2006

Purpose

Burnout, which is caused by chronic stress, is common in the service professions and has a negative effect, both on the service provider's job performance and customer satisfaction. Empowerment is a potential buffer against the stress involved in service roles, but its advantages may depend on the service provider's desire to be empowered. The study examines several interactive effects of empowerment and seeking power on service provider burnout. In addition, the study examined the relationship between service providers' burnout and customers' reports of their satisfaction with the service.

Design/methodology/approach

Questionnaires were administered to 198 participants, comprising 99 service provider‐customer dyads coming from public service organizations, that is government offices, welfare services, health services, and education, and private services, that is banks and communication companies. The dyads selected for the study were engaged in a “service relationship,” that is, the customer has repeated contact with a particular provider.

Findings

Service providers with a high power motivation experience more burnout as a result of stressful relationships with customers than service providers with a low power motivation. This effect, however, is reversed when service providers are empowered. Furthermore, the negative relationship of burnout with customer satisfaction was found to be stronger with a high level of empowerment than with a low level of empowerment.

Practical implications

Practices of human resources such as selection and training should take into consideration the effect of service providers' predispositions on their willingness and ability to function under a high level of empowerment.

Originality/value

The study shows the negative relationship of service providers' burnout with customer satisfaction and contributes to the understanding of the factors that should be considered in regard to the empowerment of service providers, in order to minimize burnout and its negative effect on customer satisfaction.
Call centre management: responsibilities and performance
Authors: Robinson George , Morley Clive
Published: July 2006

Purpose

To investigate call centre management from the perspective of the managers, particularly what the key management responsibilities are in managing call centres and the key performance indicators (KPIs) used in managing call centres.

Design/methodology/approach

A survey of call centre managers, followed by in‐depth interviews.

Findings

There is confusion over the strategic intent of call centres. Centres are primarily used by organisations as a means of reducing costs, with customer service delivery a secondary consideration. Call centre managers, however, declared customer service as their main management responsibility.

Practical implications

The metrics employed in the call centres resulted in managers concentrating on the call itself rather than the outcome of the call from the perspective of the customer or the organisation. Some quantitative measures were used as proxies for customer service, but the achievement of the relevant KPI became a goal in its own right. There appears to be an insatiable appetite for quantitative performance measures, despite their limitations, almost to the exclusion of all other performance measures.

Originality/value

The implication of the results for call centre managers, and their managers, is that call centres could be better managed if a wider range of means and measures were used.
The International Committee of the Red Cross (ICRC) official e‐mail system
Authors: Willemin Georges
Published: July 2006

Purpose

To share the experience of the International Committee of the Red Cross (ICRC)'s approach to managing its records, using an e‐mail system.

Design/methodology/approach

The primary importance of communication between the headquarters and delegations of a global organization such as the ICRC lead it to use its e‐mail system to manage its “official” current records. The Lotus Notes system applies best practice principles of records management as defined in the ISO 15489 standard.

Findings

After almost a decade of operation the e‐mail system meets the requirements of managing official current electronic records, however, advice sought from an independent expert highlighted the lack of integration of other records, such as word documents, would cause problems in the future.

Practical implications

The e‐mail records management system is to be modified to cover both the official institutional records and the administrative documents.

Originality/value

This paper is a useful case study showing how a global organization with software solution constraints has successfully used a global e‐mail system, based on widely used groupware product, to manage its official records.
Records management
Authors: Loussouarn Olivier
Published: July 2006

Purpose

To share the experience of implementing a single, shared electronic system for managing paper and electronic mail and files in all of the offices of the French Ministry of Justice's central administration in order to improve control and management consistency.

Design/methodology/approach

Discusses the situation prior to implementation of the new MESSAGER electronic (workflow) system and the inherent problems. Explains how files are managed through a basic data field called “file type” which includes retention information, in the new system. Shares the project timelines and discusses the involvement of staff in its design and implementation.

Findings

The system has brought office improvements in mail and file management, more efficient handling of business, as well as better service to those seeking justice in the justice system. Outlines ongoing challenges. The Archives Service has been able to increase its visibility and role in electronic archiving as a result of being part of the project.

Practical implications

Highlights the role played by the Archives Service and the benefits accrued; the importance of including department representatives in the project team.

Originality/value

This paper is a useful case study of implementing a shared electronic system for managing particular types of records (mail) across several offices within a central government department and the critical success factors.
An empirical study of RFID implementation in the warehousing industry
Authors: Vijayaraman B.S. , Osyk Barbara A.
Published: July 2006

Purpose

RFID mandates by large retailers and various government agencies made it a requirement for some large organizations to implement RFID technology, while other medium to small organizations are still evaluating the potential costs and benefits of such adoption. This paper examines whether empirical data support the hype on RFID.

Design/methodology/approach

A survey was sent to Warehousing Education and Research Council (WERC) members at manufacturing firms, third party warehousing/logistics providers, wholesaler/distributors, and retail firms to determine whether they are implementing RFID technology and what challenges they are facing.

Findings

A high percentage of respondents are not currently considering RFID technology. Companies implementing or considering RFID plan to invest a significant amount of money into this technology over the next three years. But a number of concerns still exist and skepticism remains about the potential for RFID to deliver cost savings or a positive ROI in the near future.

Research limitations/implications

This study was limited to a relatively small sample of WERC members. This study should be replicated in the future, once RFID technology adoption matures.

Practical implications

For RFID to be widely adopted there must be a better ROI either through cost reduction or improved business processes.

Original/value

RFID is not hype and is here to stay. Few companies in the study expected a positive ROI from RFID technology. Their experiences and opinions should be of interest to those researching or considering RFID adoption.
Planning nervousness in a demand supply network: an empirical study
Authors: Kaipia Riikka , Korhonen Hille , Hartiala Helena
Published: July 2006

Purpose

Planning processes along a demand supply network in an environment characterized by rapid market fluctuations and product changes are studied. The relationship between demand planning and the bullwhip effect is investigated by comparing planning accuracy in different demand supply network echelons and locating where there is most nervousness.

Design/methodology/approach

The current demand supply planning process flow was described based on interviews with key decision‐makers throughout the demand‐supply network from retailers to second tier suppliers. A data analysis of the quality of plans for demand and supply was generated in each decision‐making point by collecting planning and actual data of two products.

Findings

The results show that planning accuracy varies between the parties in the supply chain. The connection between planning nervousness and the bullwhip was investigated in detail through a vendor‐managed inventory (VMI) model in the chain. Planning nervousness causes bullwhip, as the changes in demand were amplified in the used information sharing process in VMI. In product introduction phase, the phenomenon was emphasized.

Practical implications

To stabilize and simplify planning the process should be differentiated according to product life‐cycle phases. One proposal is to improve communication practices with suppliers, especially to stabilize demand information sharing with VMI‐suppliers.

Originality/value

The structure of the electronics supply chain makes planning processes challenging. In this research we were able to follow the data flow and planning process throughout the supply chain, which is not often the case.
Managing risks in the supply chain using the AHP method
Authors: Gaudenzi Barbara , Borghesi Antonio
Published: July 2006

Purpose

The aim of the research is to provide a method to evaluate supply chain risks that stand in the way of the supply chain objectives.

Design/methodology/approach

An analytical hierarchy process model is proposed to identify supply chain risk factors with a view to improving the objective of customer value. The two phases of the method are the prioritization of supply chain objectives; and the selection of risk indicators. A case study is also presented.

Findings

The appreciation of the most critical supply chain risks comes from careful evaluations of the impacts and a consideration of the cause‐effect relationships. The involvement of key managers is essential. In the case study the two most divergent evaluations were from the logistics manager and the sales manager.

Research limitations/implications

Further application in various companies and industry sectors would be helpful to compare different cases and findings.

Practical implications

The model allows for flexibility in using (and the frequent monitoring of) a panel of indicators by management. The dashboard is composed of only a few indicators and helps in ensuring a synthesis among different perspectives. For these reasons it gives an useful contribution to practitioners.

Originality/value

The model seems helpful in creating awareness of supply chain risk. The involvement of managers from different areas is essential in establishing a thorough consideration of critical issues and interdependencies in determining a complete risk analysis. The method can support managers in setting up a priority hierarchy for risk treatment.
Dare public school administrators build a new social order?
Authors: Lugg Catherine A. , Shoho Alan R.
Published: July 2006

Purpose

This paper aims to discuss how public school administrators with a social justice perspective have an obligation to permeate society beyond their schools and how they might address the perilous politics associated with advocating social change. Using George Counts' landmark 1932 speech, Dare the School Build a New Social Order? as the conceptual lenses, it examines the relevancy of Counts' words for contemporary school leaders and professors of educational administration.

Design/methodology/approach

While this article is historical in tone, the paper proposes pursuing a critical hermeneutic rather than a strictly historical approach.

Findings

The paper finds that there are similarities between the present‐day call for social justice and the earlier Social Reconstructionist movement that Counts' manifesto sparked. Both movements have invited educators, and particularly the professoriate, to think more expansively when it comes to US public education, society at large, and the influence of educators in shaping a more democratic and just country. But Counts goes much further than most adherents of the current‐day social justice movement. He stressed that educators must see themselves as political actors, who can shape their political environments through their teaching, as well as by participating in other venues.

Practical implications

For contemporary educational leaders, they may be working in far less hospitable settings than their twentieth‐century predecessors. Administrators are under fierce accountability and fiscal pressures, while coping with a larger political environment that is polarized and fearful. And the internal environment of school administration favors a “managerial” approach. Consequently, embracing a social justice ethic invites a degree of risk‐taking.

Originality/value

This paper examines the relevancy of Counts' words for contemporary school leaders and professors of educational administration and highlights implications for school leaders.
Toward a framework for preparing leaders for social justice
Authors: Capper Colleen A. , Theoharis George , Sebastian James
Published: July 2006

Purpose

The purpose of this article is to propose one possible framework for conceptualizing the preparation of leaders for social justice. To this end, three central questions guided this conceptualization: “What are the common themes in the literature and research on preparing leaders for social justice?”; “How can this framework serve as a guide for developing a course, set of courses, or an entire program toward preparing leaders to lead socially just schools?”; and “How can this literature and conceptualization inform future scholarship in administrator preparation?”.

Design/methodology/approach

This work included a review of 72 pieces of literature. To address the research questions, the growing body of leadership for social justice literature was reviewed. Each of these articles was analyzed and explicit recommendations for preparing school leaders noted. These recommendations were then catagorized into the proposed framework.

Findings

Three domains: critical consciousness; knowledge; and practical skills focused on social justice are positioned on the horizontal dimension of the framework. To achieve these ends, requires curriculum, pedagogy, and assessment oriented toward social justice – the vertical dimension of the framework.

Originality/value

It is suggested using this framework to guide the review and development of administration preparation programs whose aim is to prepare socially just leaders. Additionally, this article calls for increased attention to assessing preparation programs and how they prepare leaders for social justice.
Utilizing an “ethic of care” in leadership preparation
Authors: Gerstl‐Pepin Cynthia , Killeen Kieran , Hasazi Susan
Published: July 2006

Purpose

The purpose of this article is to report on a six‐year self‐study of a doctoral training program intended to promote social justice leadership via an “ethic of care” framework.

Design/methodology/approach

The primary data set utilized was an open‐ended survey completed by doctoral students after finishing core course requirements. Data analysis included a thematic analysis of 110 respondents which examined variation in students' understanding and application of issues associated with equity, justice, and diversity, as well as the ethic of care. As a collaborative self‐study the data analysis involved procedures of open, independent, and collaborative coding, as well as peer debriefing.

Findings

Suggests that the doctoral program has been effective at creating a caring environment and changing students' understanding of diversity and equity issues. Two programmatic weaknesses were uncovered; a lack of curricular integration and student perceptions of social justice and diversity as discrete concepts. Students reported that diversity discussions and readings were centered in one class, suggesting that this lack of integration may marginalize these issues. These weaknesses are explored using the concepts of “caring” and “colorblind” curriculums.

Research limitations/implications

Reports on a self‐study of one unique program; the findings may not be generalizable to other programs. Additionally, it suggests that leadership preparation programs should attend to how the issue of colorblindness may permeate curricula, structure the classroom environment, and shape interactions with students.

Originality/value

This paper is among the first to evaluate the potential for colorblindness in the “ethic of care” as related to supporting social justice leadership in a doctoral preparation program.
Social justice and educational administration: mutually exclusive?
Authors: Karpinski Carol F. , Lugg Catherine A.
Published: July 2006

Purpose

The purpose of this article is to explore some of the current tensions within educational administration in the USA and conclude with a few cautions for educators who engage in social justice projects.

Design/methodology/approach

Using a selective case, this historical essay examines the issues of social justice and equity as they have related to educational administration in the USA.

Findings

The article finds that while educational administrative practice has been characterized as maintaining the social and political status quo, there are historic examples of leaders promoting social justice. One exemplar is J. Rupert Picott, who provides an example of how one educational leader navigated through a hostile environment to achieve equity.

Practical implications

In a society where accountability is narrowly defined and economic concerns continue to perpetuate a managerial model for educational administrators, those who embrace a social justice perspective will do so at their own peril. However, those who wish to act for the educational welfare and life outcomes of all children will likely adopt and adapt a social justice perspective suited to their own priorities and needs. In so doing they may incur professional and personal tolls.

Originality/value

This article provides an example of a leader for social justice who worked and lived under the racial apartheid of the Jim Crow US South.
Developing a framework for measuring physical distribution service quality of multi‐channel and “pure player” internet retailers
Authors: Xing Yuan , Grant David B.
Published: July 2006

Purpose

Many traditional retailers use the internet as a complementary business channel and thus sell products through multiple channels. In contrast, “pure player” internet retailers only sell products via the internet. A proliferation of pure players over the past few years has intensified competition in the online shopping market and the question of who is better at offering physical distribution service quality (PDSQ), multi‐channel retailers or pure players, is open to debate. Despite PDSQ's importance in an electronic commerce environment there are few studies to date and most have focused on general service quality of internet shopping. The purpose of this paper is to discuss this phenomenon and posit a conceptual framework for further investigation.

Design/methodology/approach

This paper reviews the literature to develop variables and constructs for investigation following the first stage of Churchill's paradigm for scale development, which are presented in a framework based on the concept of order fulfilment as a key driver in electronic PDSQ, or e‐PDSQ.

Research limitations/implications

The framework is presented for future investigation, thus there is no empirical study in this paper.

Practical implications

PDSQ has strategic importance for retailers to achieve competitive advantage and offer superior customer service, particularly for pure players as they are considered intangible services compared to their multi‐channel competitors. This importance also extends to the e‐commerce environment.

Originality/value

Earlier work has provided insight into how e‐PDSQ, represented by availability, timeliness and reliability, is affected by pricing, transactions and firms. This paper extends this work and presents an e‐PDSQ framework to investigate differences between multi‐channel and pure player retailers.
Cross‐industry analysis of consumer assessments of internet retailers' service performances
Authors: Tih Siohong , Ennis Sean
Published: July 2006

Purpose

To examine the service performance of a number of internet retailers and to identify differences (if any) in internet retailers' service performance across a series of attributes based on consumers' assessments.

Design/methodology/approach

To compare the perceived service performance across internet retailers with respect to several areas: core service performance, web site features, recovery service, consumer satisfaction and intentions. A structured questionnaire was used to gather the data. The internet retailers are two budget airline retailers, a book retailer, and a multi‐channel bank.

Findings

Internet retailers' service performance was generally at an acceptable level. The variation of their online service performance was dependent on industry factors and the effectiveness of online service management. Consumers' perceptions of the internet retailers' performance were significantly different on several service attributes. However, consumer online service satisfaction levels across internet retailers were similar.

Research limitations/implications

Convenience sampling and the limited number of internet retailers do not permit results to be generalised to the larger population. Future investigation with a larger sample could provide a more comprehensive coverage.

Practical implications

Provide useful information for internet retailers who plan to improve their service performance. This study indicated that retailers' experience from managing the physical store‐based retail service might not contribute towards their online service performance.

Originality/value

This paper analyses service performance of different retailers in the same industry or across industries to provide valuable indication of online service performance and attributes that contribute to differential performance levels.
Online shopping portals: an option for traditional retailers?
Authors: Kennedy Aileen , Coughlan Joseph
Published: July 2006

Purpose

The purpose of the paper is to examine the benefits delivered to traditional retailers from using shopping portals as their entry mechanism to the online trading environment. The paper also aims to highlight the possible drawbacks inherent in such an approach.

Design/methodology/approach

A case study approach was used with an online portal, combining documentary analysis and semi‐structured interviews, using a team‐based interviewing approach. This facilitated the development of a multi‐layered picture of the organisation.

Findings

Using a shopping portal delivers several benefits to traditional retailers in terms of marketing synergies, site traffic generation, access to web site management and fulfilment services, and the ability to offer customers a multi‐channel retailing experience. Drawbacks may include partner interdependence and turnover, restricted organisational learning and restricted delivery capabilities.

Practical implications

Highlighting the benefits and drawbacks of shopping portals generates guidelines that traditional retailers can consider to help them decide whether such portals are the right choice for their individual firm or not.

Originality/value

This paper expands the literature on the phenomenon of the online portal by demonstrating its potential as a mechanism for traditional retailers to engage in electronic retailing.
Exploring the dynamics of building, and losing, consumer trust in B2C eBusiness
Authors: Winch Graham , Joyce Philip
Published: July 2006

Purpose

The purpose of this paper is to explore the dynamic nature in building and losing trust in business to consumer (B2C) eBusiness in an effort to better understand the casual nature of trust.

Design/methodology/approach

The paper uses system dynamics as a lens to interpret and understand the dynamic nature of building and losing trust in B2C eBusiness and reflect the structure of the trust building systems.

Findings

This paper provides a four element model and then suggests the cycle of management actions the company must consider if potential customers progressing to purchases is unsatisfactory.

Research limitations/implications

This paper provides a new insight into the dynamic nature trust in a B2C eBusiness. However, the intention of this paper is not to present yet another model, but to suggest how to move from the information and knowledge those models provide into a better understanding of the problem of trust in B2C. Future work will involve the validating of this model in practical situations, the main validation metric being the extent to which managers believe that working with it improves their understanding of the dynamics of building and maintaining trust.

Originality/value

This paper will provide a new insight into the development of B2C eBusiness for practitioners when considering possible strategy formulations for developing and understanding consumer trust in B2C eBusiness.
Electronic commerce‐based internationalisation of small, niche‐oriented retailing companies
Authors: Foscht Thomas , Swoboda Bernhard , Morschett Dirk
Published: July 2006

Purpose

The main object of this research paper is to analyse the dynamic internationalisation process in small retailing firms, achieved on the basis of electronic commerce – a combination that has seldom been investigated. An analysis of dynamic internationalisation in companies presumes that the businesses concerned are observed over a longer period of time, which is why the paper focuses on the case of one specific company.

Design/methodology/approach

The basis of the analysis is a theory‐based framework which refers to two opposing approaches in international management, namely the incremental, experiential learning perspective, and the revolutionary perspective. The framework and the case study look specifically at market‐oriented, supply side‐oriented, and management processes. Based on an extended case study on a small, born‐global firm, the many facets of increasing professionalisation have been documented.

Findings

The paper shows that small, niche‐oriented companies can be successful internationally and achieve growth. The process of dynamic internationalisation is both incremental and revolutionary. The special feature in the present case lies in the fact that the small company was able to internationalise via electronic commerce, which was possible without capital investments and in‐depth foreign activities, unlike other forms of internationalisation, which is already evident from other small retailers on the web. Blue Tomato succeeded in reaching cross‐national market segments, with a specific scene orientation and which also share snowboarders' attitude to life, by means of inter‐active scene relationship management. This focused scene orientation is one of the key differences compared with other catalogue retailers, especially larger ones.

Originality/value

The originality of the paper lies in the fact that the subject of internationalisation is investigated particularly from the point of view of small retail companies. This contrasts with many other papers focusing on large retailing companies. In addition, the paper looks at the dynamic perspective of internationalisation and change processes. The present paper could be a small step towards gaining an understanding of international change based on electronic commerce.
Characterizing consumer concerns about identification technology
Authors: Trocchia Philip J. , Ainscough Thomas L.
Published: July 2006

Purpose

Retailer's use of advanced technology to identify consumers has broad and, for many individuals, disturbing social implications. This study seeks to uncover consumer concerns regarding various identification technologies that may be encountered in present and future retail environments.

Design/methodology/approach

Subjects were asked to describe, in writing, concerns that they might have regarding six identification technologies. Content analysis was employed in order to place consumer concerns regarding biometric and radio frequency identification device technology into meaningful categories.

Findings

Eight specific categories of concern emerged which fall under three general themes: concerns regarding the technology itself, concerns regarding the security of collected data, and existential issues regarding interaction with the technology.

Research limitations/implications

This research provides a framework for academic researchers to further develop a model of consumer interaction with identification technology. Therefore, an empirical follow‐up study, using a representative sample, should be conducted in order to expand the findings of this research.

Practical implications

This research study makes use of qualitative elicitation techniques to uncover specific areas of concern that may be addressed and alleviated prior to a technology's introduction.

Originality/value

This paper fills a gap in the existing literature with regard to our knowledge of consumer concerns and fears about identification technology.
Whatever happened to the psychology of human‐computer interaction?
Authors: Clemmensen Torkil
Published: July 2006

Purpose

To outline how psychology as one of the original approaches to human‐computer interaction (HCI) has formed a key part of the HCI literature, and to discuss the need for psychological approaches to HCI and system development.

Design/methodology/approach

The contributions to the journal Human‐Computer Interaction is examined from the journal's start in 1985 up to the millennium. The analysis focuses the three main elements, task, user and computer, in the classic study “Psychology of human‐computer interaction” from 1983.

Findings

Provides information about authorship, and form and focus of research published. The paper concludes that already from the beginning, HCI researchers too narrowly used Card et al.'s analytical framework. Today it has developed into a sub‐theory within a multidisciplinary HCI science and in this role it continues to be an important cumulative factor in HCI.

Research limitations/implications

The main conclusion about the role of psychology in HCI only applies to the mainly US authors who published in the journal investigated in the given period. European research focusing on information technology and people may differ in important ways.

Practical implications

A much needed discussion of a central document of historical importance tying together many HCI researchers and a range of HCI studies.

Originality/value

This paper fulfils partly the need for meta‐analyses of the psychological approach to HCI.
Understanding the offender/environment dynamic for computer crimes
Authors: Willison Robert
Published: July 2006

Purpose

While a number of IS security researchers consider the threat posed by employees who perpetrate computer crime, there is currently a lack of insight into how the offender interacts with the criminal context both prior to and during commission. A greater understanding of this relationship may complement existing security practices by possibly highlighting new areas for safeguard implementation. To help facilitate a greater understanding of the offender/environment dynamic, this paper, therefore, aims to assess the feasibility of applying three criminological theories to the IS security context. Rather than focusing on why people become criminals, these theories entitled routine activity theory, environmental criminology and the rational choice perspective, focus on the criminal act.

Design/methodology/approach

Drawing on an account of the Barings Bank collapse, events highlighted in the case study are used to assess whether concepts central to the theories are supported by the data.

Findings

Analysis indicates support for the concepts central to environmental criminology and the rational choice perspective. While case study evidence supports two of the concepts advanced by routine activity theory, as a whole the theory is found wanting, as the “guardianship” and “handled offender” concepts appear to lack the necessary sophistication to theoretically accommodate and explain supervisory and control failings cited in the case study.

Research limitations/implications

While future research could encompass continued application of the theories to further assess their suitability for the IS domain, consideration could also be given to the application of the preventive tools and methods which have been developed in tandem with the three criminological approaches. Another stream of future research may involve the application of the theories in conjunction with existing security practices.

Practical implications

Greater knowledge of the offender/context dynamic may feasibly enhance existing security practices by possibly highlighting new areas for safeguard implementation.

Originality/value

From an IS security perspective, there is currently a lack of insight into the offender/context dynamic. The paper presents a group of criminological theories, which have previously not been considered for application in the IS context. The theories may feasibly throw light on the behaviour of offenders in the criminal context, both prior to and during commission.
Competencies for a career in the hospitality industry: an Indian perspective
Authors: Jauhari Vinnie
Published: July 2006

Purpose

The purpose of this paper is to examine the link between industry competency requirements and the current provisions for hospitality management education in India.

Design/methodology/approach

Uses structured interviews with educationists and industrialists to identify the key issues.

Findings

Shows that a gap exists in terms of ensuring that the needs of industry are met by the ongoing skills development of the workforce.

Practical implications

Identifies the need for collaborative development between the educational providers and industry, especially in relation to the ongoing development of managers in the workplace.

Originality/value

Focuses on the development needs of the Indian hospitality industry.
Tea and hospitality: more than a cuppa
Authors: Jolliffe Lee
Published: July 2006

Purpose

The purpose of this paper is to show how tea relates to hospitality in both the home and commercial contexts. Tea, when taken out of the home situation, represents a service product with a resultant revenue stream that has the potential to be more than a “cuppa”.

Design/methodology/approach

This viewpoint reviews related literature and management strategies.

Findings

Identifies from a practitioner viewpoint the possibilities for using tea to increase profits within the hospitality business.

Practical implications

Argues that tea drinking is pivotal to a wide array of hospitality events and that its potential to generate revenue is often underestimated.

Originality/value

An original look at a very old service.
Growth strategies in the Spanish hotel sector: determining factors
Authors: Claver Enrique , Andreu Rosario , Quer Diego
Published: July 2006

Purpose

The central aim of this paper is to identify some of the motives behind the type of growth strategy followed by Spanish hotel enterprises in recent years.

Design/methodology/approach

This study was elaborated from secondary data corresponding to news published on the web page of a digital newspaper specialising in tourism – HostelTur. The information obtained in this way was completed and contrasted using other sources like the BARATZ database (where all the news items published in the economic press since 1981 are collected), and the web pages of hotel enterprises, since many of them publish news about their main actions along with the most relevant events that take place within these organizations.

Findings

From a sample of 444 observations, the results suggest that initial profitability, size, age and indebtedness level of firms are some of the factors determining growth strategies in this sector.

Originality/value

The paper throws light on some of the reasons behind the behaviour of Spanish hotel enterprises as far as growth is concerned. The innovative approach of this study, which focuses on the causes rather than on the consequences of certain corporate growth strategies, is its main contribution.
Optimising the service mix for Irish hoteliers: the challenge for small food suppliers
Authors: O'Connell Sinead , Henchion Maeve , Collins Alan
Published: July 2006

Purpose

This paper seeks to investigate Irish hoteliers' customer service requirements of their food suppliers and to measure the trade‐offs that hotel buyers are willing to make during the purchase decision.

Design/methodology/approach

The study is based on a quota sample of 100 hotels throughout the Republic of Ireland. Drawing on earlier research and applying conjoint analysis, the study demonstrates how customer service improvements may be achieved through variations in the customer service mix.

Findings

Findings indicate that, for short shelf‐life products, frequency of deliveries and the ability to carry out emergency deliveries generate the highest levels of utility. More utility is created by lower prices in the case of long shelf‐life products. Small food suppliers are found to perform better on product quality and are more responsive in terms of product delivery than larger suppliers. They are perceived to be weaker on pricing, product assortment, and innovation.

Research limitations/implications

The small number of observations for both four‐ and five‐star hotels in the sample limited the effectiveness of cluster analysis, which would greatly assist suppliers targeting specific markets with customer service bundles.

Practical implications

By highlighting the trade‐offs that buyers use in evaluating customer service, the findings provide suppliers with the basis for assessing their own particular service mix. An improvement in perceived customer service may be achieved by reallocating the given resources and effort in favour of those parts of the mix that generate most value for the buyer. The identified trade‐offs also provide manufacturers with the criteria that can be usefully applied to evaluate competing distributors for their products.

Originality/value

By focusing on the hotel sector, the paper provides insights into a much ignored market for food suppliers, which differs considerably from mainstream grocery in terms of concentration, buyer processes and buying criteria.