bluuebunny/crossref_metadata_2025 huggingface dataset:
SMS library reference service options
Authors: Stahr Beth
Published: July 2009

Purpose

The purpose of this paper is to review the usefulness of short message service (SMS) or text‐messaging for library reference service.

Design/methodology/approach

The different technological approaches to SMS reference service are described and compared.

Findings

The advantages and disadvantages of each approach are provided.

Research limitations/implications

Because these technologies are still evolving, this report is merely a first effort at describing the different service methods in a single review.

Practical implications

This paper is intended to be helpful to any library considering providing a text message reference service. It should help the library identify which approach will best suit the culture of that library.

Originality/value

This is an overall look at different available technologies, which will be helpful to any library contemplating adding an SMS reference service.
Research into open access science publishing
Authors: Welfare Irivwieri Joseph
Published: July 2009

Purpose

The purpose of this paper is to provide an overview of some issues and controversies surrounding arguments for research into open access.

Design/methodology/approach

The paper begins with a brief investigation of some background on library, research into open access, questions and then considers three major public definitions of open access, types of open access journals currently available, history of open access, reasons for open access, public and advocacy, criticism of open access, publishing in an open access journal, users, research funders, and universities, libraries and librarians.

Findings

As a matter of fact, the scholarly community is not yet completely aware of the potential of the open access web, both as a network of communication and a cradle for new tools for research practice.

Research limitations/implications

Open access is a simple concept, but a complex one to achieve in reality.

Originality/value

The way open access is viewed, either as a source of information or as a medium, affects the great multitude of players and interests involved.
Information search for home, medical, and financial services by mature consumers
Authors: Altobello Nasco Suzanne , Hale Dena
Published: July 2009

Purpose

The purpose of this paper is to examine the information search behaviors of mature consumers (age 55 and older) for new service purchases across several contexts.

Design/methodology/approach

Almost 200 mature consumers in the Midwestern USA were surveyed regarding new home, medical, or financial service purchases made within the past 12 months. Questions regarding information search, importance of different information sources, satisfaction with the service decision, and demographics were collected.

Findings

Mature consumers consulted few information sources for service decisions, irrespective of context. Service context did affect the number of service providers considered; significantly fewer providers were considered for medical and financial services than for home services. Information search was negatively related to age, but unrelated to service outcome satisfaction and responsibility for the decision.

Research limitations/implications

No comparison was made between the search behavior of older and younger consumers. Although the breadth of information search was examined, the depth of search within each type of information source was not. As a descriptive study, it was not possible to address why such little external search was conducted. A convenience sample was used.

Practical implications

Mature consumers conducted more external search for less‐involved service contexts (e.g. home services) than for those more‐involved (e.g. medical and financial services). Companies are beginning to realize the value of maintaining relationships with mature consumers; the results may suggest ways to improve those relationships with mature consumers by detailing the service decision process. Additionally, public policy interventions or education programs based on the work might help mature consumers to learn better service decision strategies.

Originality/value

A large range of ages was sampled in the study (respondents ranged from 55 to 93) and multiple responses were obtained from some participants across several service contexts, allowing for a within‐subjects design of the survey. It was then possible to explore the effect of context on the number of service providers considered and the number of external information sources consulted prior to purchase.
Using the I‐MARKOR scale to identify market‐oriented individuals in the financial services sector
Authors: Schlosser Francine K. , McNaughton Rod B.
Published: July 2009

Purpose

Extant studies of the market orientation of service firms rarely consider the contribution of individual employees to the realization of this orientation. Existing scales that measure market orientation reveal the perceptions of a key informant about the dominant orientation within the firm. These scales do not measure the willingness of employees to act in a market‐oriented way. This paper aims to report the development of a multi‐dimensional scale of individual market‐oriented behavior.

Design/methodology/approach

The scale development process included identification of items from focus groups with employees of a major Canadian financial services firm and the market orientation literature. A pretest with marketing practitioners and academics helped to purify and reduce the number of items. Finally, a sample of North American financial services employees responded to the items in a web‐based questionnaire.

Findings

Confirmatory factor analysis of the responses confirmed the presence of a single latent construct with three dimensions: information acquisition, information sharing and strategic response, measured by 20 items.

Research limitations/implications

Although scale validation included both qualitative and quantitative tests that triangulated the opinions of multiple stakeholders in the service delivery chain, future research must also test the predictive validity of this scale.

Practical implications

Such research is important to increase understanding of how service organizations foster market orientation. The I‐MARKOR augments the organizational scorecard approach with individual level measurement.

Originality/value

The scale provides a method to assess differences between individuals within an organization, enabling empirical research on differences between departments, roles, training and other characteristics that may influence the extent to which an individual performs market‐oriented behaviors.
Services marketing in a cross‐cultural environment: the case of Egypt
Authors: Hyder Akmal S. , Fregidou‐Malama Maria
Published: July 2009

Purpose

The purpose of this study is to analyze how adaptation/standardization, trust and network development are achieved when marketing services in a culturally distant country through handling the problems of intangibility and heterogeneity.

Design/methodology/approach

Qualitative data are collected in the form of unstructured interviews and direct observation to conduct a single case study on Gamma Knife.

Findings

Adaptation/standardization plays the central role in internationalization of services marketing. For service development and quality maintenance, values and ideas of the foreign company dominate the adaptation (i.e. standardization), while market‐related adaptation is carried out in response to local culture and practices.

Research limitations/implications

The research is based on a single case. Future research can involve similar in‐depth study examining how internationalization of services works in culturally distant countries, the results of which can be compared with the current study.

Practical implications

In international services marketing, in addition to meeting formal and official requirements, managers must concentrate on building trust and informal contacts.

Originality/value

The research uses an empirical illustration to provide a model on internationalization of services marketing based on adaptation/standardization, trust and network, to overcome intangibility‐ and heterogeneity‐related difficulties.
How technological innovations extend services outreach to customers
Authors: Khan Maryam , Khan Mahmood A.
Published: July 2009

Purpose

This paper seeks to deal with an exploratory analysis of the impact of technological innovations on the extent of outreach of hospitality services to customers.

Design/methodology/approach

After a review of several hospitality services, two factors were selected to assess their outreach to customers: location of service provider; and direct or indirect service delivery mode.

Findings

Placing these factors on different axes, cells were created to distinguish innovative features of these services. It became apparent that, as the technological innovations develop, new categories of services are emerging. These categories were placed into six different cells identifying services based on their innovative characteristics. When the proximity of the service provider to the customer is less, the range of services involves: service and style improvements; service‐line extensions; and major service innovations. With the increase in distance between service provider and customer, service processes become prominent and involve: process improvements; process‐line extensions; and major process innovations. With the advancement of technology, services move from direct to indirect delivery mode in both service and service process innovations. In order to illustrate the assumptions, examples of services and technology used are provided.

Research limitations/implications

Recommendations are provided for utilizing technology for enhancing services based on the location of their target markets. This is an exploratory analysis of the current situation, which will rapidly change with technological developments.

Practical implications

Findings led to the recommendations for service innovations, location of desired markets, and providing services to customers at near and far locations. Service providers and marketers can benefit by utilizing innovative technology suitable for reaching their selected target customers.

Originality/value

The work is a first step in studying services, technology use, and outreach to customers. Identifying service categories will help service marketers in locating their target market and providing services to customers using developing technology.
Environmental measures for hotels' environmental management systems
Authors: Chan Wilco W.
Published: July 2009

Purpose

Implementation of environmental management systems (EMS) in hotels is gaining popularity world‐wide. ISO 14001, which is the only certifying document in the ISO 14000 series, provides guidelines to set up an EMS. However, there is a paucity of information about the actual environmental measures implemented in ISO 14001 certified hotels. Therefore, the purpose of this paper is to identify and generalize the environmental measures undertaken by studied hotels and to evaluate the performance of these environmental measures.

Design/methodology/approach

Three case studies were carried out to identify the green measures undertaken in ISO 14001‐certified hotels. Both qualitative and quantitative data were collected and analyzed. Then, regression analysis was conducted to examine the relationship between monthly utilities input (electricity, gas, fuel oil and water) and activity parameters.

Findings

A total of 113 measures were identified, nearly half of which concern energy conservation. Results of multiple regression showed that R2 for different utilities varied. The explanatory power of equation was strong for electricity consumption, moderate for fuel gas consumption, and weak for both gas and water consumption.

Practical implications

The identified measures provide hoteliers with a thorough picture about the actual environmental works involved in this internationally recognized EMS. Hotel operators and owners can use these measures as a reference either for applying EMS certification or for developing their own EMS.

Originality/value

The paper, which was based on operational experiences from existing hotels, was a collaborative work between hospitality industry practitioners and educators. The paper is also the first of its kind to unveil the comprehensive environmental measures undertaken in city hotels with ISO 14001 certification.
Perceptions of job quality in the tourism industry
Authors: Weaver Adam
Published: July 2009

Purpose

The purpose of this paper is to explore how recent graduates of a university's tourism management programme in New Zealand perceive job quality in the tourism industry.

Design/methodology/approach

Semi‐structured interviews are used to examine graduates' assessments of the quality of their current jobs. These assessments are informed by their personal expectations and experiences. Understanding job quality requires an approach that takes into account both economic and non‐economic variables.

Findings

The interviews indicate the importance of job content and its compatibility with interests and preferences. Graduates associate job quality with opportunities to consume tourism products, assist tourists, acquire valued knowledge, confront challenges, and perform meaningful work. The quality of a job is influenced by the types of tasks graduates are required to undertake. However, graduates also consider a job's ability to provide access to a better job in the future.

Research limitations/implications

Although graduates were able to share their views in an in‐depth fashion through the interviews, the size of the sample prevents the author from determining whether the interviews uncover sweeping trends or the experiences of only a small group of individuals.

Originality/value

The study incorporates the voices of university graduates into the study of job quality in the tourism industry. An important determinant of job quality revealed through this research is the extent to which graduates receive intrinsic rewards from their jobs. Even though the findings of the study diverge from the view that jobs in the tourism industry are mainly of poor quality, a number of graduates would still prefer to see some improvement in the quality of their jobs.
Determinants of capital structure: evidence from Turkish lodging companies
Authors: Karadeniz Erdinc , Yilmaz Kandir Serkan , Balcilar Mehmet , Beyazit Onal Yildirim
Published: July 2009

Purpose

The purpose of this paper is to investigate the factors affecting capital structure decisions of Istanbul Stock Exchange (ISE) lodging companies.

Design/methodology/approach

A model based on the trade‐off and pecking order theories is specified and implications of both theories are empirically tested. The model is estimated using a dynamic panel data approach for five ISE companies for the period of 1994‐2006.

Findings

The findings suggest that effective tax rates, tangibility of assets, and return on assets are related negatively to the debt ratio, while free cash flow, non‐debt tax shields, growth opportunities, net commercial credit position, and firm size do not appear to be related to the debt ratio. Although the findings partially support the pecking order theory, neither the trade‐off nor the pecking order theory exactly seem to explain the capital structure of Turkish lodging companies.

Research limitations/implications

The data used in this paper are limited to five companies traded in the ISE, since the data on other companies are not available. A more detailed analysis would use data for other companies in the industry.

Practical implications

The findings of the study clearly demonstrate the importance of capital structure decisions for financial sources.

Originality/value

Although the capital structure theory is extensively examined in the finance literature, there are fewer studies covering the tourism industry, particularly Turkey. The paper establishes the determinants of the capital structure of Turkish lodging companies. The research findings should help managers to make optimal capital structure decisions.
Alternative models framing UK independent hoteliers' adoption of technology
Authors: Mun Lim Wai
Published: July 2009

Purpose

While there is a plethora of literature examining the antecedents affecting technology adoption decision, there have been limited investigations into the various stages of technologies adoption by hoteliers. This paper aims to examine two established theoretical paradigms jointly, facilitating an understanding of not only the antecedents affecting technology adoption but also the hoteliers' intensity of technology adoption.

Design/methodology/approach

The development of Davis's Technology Acceptance Model (TAM) will be explored, from its adaptation of the Theory of Reasoned Action (TRA) to the Theory of Planned Behaviour (TPB). Following which, Roger's Diffusion of Innovation will be discussed and whether the concepts should jointly be explored so as to provide a more comprehensive elucidation of hoteliers' internet technologies adoption decisions.

Findings

The literature has corroborated that the TAM is effective in evaluating the concept of the user's perception of technology use by including the construct of internet applications' usefulness regardless of innovation intensity. Owing to the perpetual proliferation of internet technologies, the investigation of hoteliers' propensity to adopt internet technologies could be enhanced with the inclusion of the various levels of internet applications that are adopted. Rogers' diffusion of innovation paradigm helps to address this problem.

Practical implications

The concepts discussed here could help practitioners to become more aware of the factors that drive their internet technologies adoption. Academics could advance the paper's discussion of internet technologies adoption to other sectors of the tourism and hospitality industry.

Originality/value

The paper provides insight into the use of broader theories in understanding tourism and hospitality management phenomena. It is expected that academics would develop the discussed concepts further in order to create a wider awareness of how the industry responds to internet technologies at various stages.
Prediction of quality performance using artificial neural networks
Authors: Jha K.N. , Chockalingam C.T.
Published: July 2009

Purpose

The purpose of this paper is to enable construction project team members to understand the factors that they must closely monitor to complete projects with a desired quality and also to predict quality performance during the course of a project. With quality being one of the prime concerns of clients in their construction projects, there is a definite need to monitor its performance.

Design/methodology/approach

The study discussed here is an extension of past research in which 55 project performance attributes were identified based on expert's opinion and literature survey which after analysis resulted in 20 factors (11 success and nine failure). The results of the second stage questionnaire survey conducted have been used to develop the quality performance prediction model based on artificial neural networks (ANN).

Findings

The analyses of the responses led to the conclusion that factors such as project manager's competence, monitoring and feedback by project participants, commitment of all project participants, good coordination between project participants and availability of trained resources significantly affect the quality performance criterion. The best prediction model was found to be a 5‐5‐1 feed forward neural network based on back propagation algorithm with a mean absolute percentage deviation (MAPD) of 8.044 percent.

Practical implications

Project professionals can concentrate on certain factors instead of handling all the factors at the same time to achieve the desired quality performance. Also the study may be helpful for the project manager and his/her team to predict the quality performance of the project during its course.

Originality/value

The present study resulted in a model to predict the quality performance based on the factors identified as critical using ANN. With the control of the identified critical factors and usage of the prediction model, the desired quality performance can be achieved in construction projects.
Transfer climate in end‐user computing
Authors: Govindarajulu Nalini
Published: July 2009

Purpose

Although end‐user computing (EUC) training has received significant attention among academics and practitioners, the effective transfer of trained EUC skills is a relatively neglected issue. Analysis of factors affecting the EUC transfer process will aid in understanding and improving training transfer. Hence, the purpose of this paper is to underscore key trainee characteristics and facets of the work environment that influence EUC training transfer.

Design/methodology/approach

The theoretical framework includes prior computer experience, computer anxiety, computer self‐efficacy, pre‐training motivation and perceived job utility as significant trainee factors influencing the EUC transfer process. In addition, the model includes supervisory support as an important constituent of the EUC transfer process.

Findings

The model highlights the mediating roles of computer self‐efficacy and pre‐training motivation in predicting motivation to transfer. In addition, it points out that several factors work simultaneously to influence motivation to transfer EUC training.

Practical implications

Supervisory support in the pre‐ and post‐training environment is extremely crucial in determining EUC training success. Specifically, supervisors should be able to communicate to employees the purpose and importance of training, the relevance of computer training to their jobs and the outcomes expected.

Originality/value

This paper contributes to the literature by emphasizing the importance of supervisory support and individual characteristics in predicting motivation to transfer.
Investigating audit quality among Big 4 Malaysian firms
Authors: Carlin Tyrone M. , Finch Nigel , Hidayah Laili Nur
Published: July 2009

Purpose

The purpose of this paper is to contemplate the degree to which technical expertise in Malaysian Big 4 auditing practice survives periods of material regulatory inflexion sufficiently to underpin quality financial reporting outcomes.

Design/methodology/approach

The adoption of IAS in Malaysia in 2006 introduced a highly technical standard (financial reporting standards – FRS 136) which impacted not only preparers but also auditors of financial statements. This transition period represents a unique opportunity to interrogate the content of financial statements drawn up under new and complex standards, with a view to gaining insight into the quality of oversight offered by the audit profession.

Findings

Contrary to the view within the extant literature that there is homogeneity in audit quality among Big 4 firms, this paper reports substantial cross‐sectional variation among the sample of Big 4 Malaysian audit firms and reports on distinctly poor compliance levels.

Research limitations/implications

The research focuses on compliance with various requirements under FRS 136 – Impairment of Assets among a sample of first‐time adaptors drawn from the FTSE Bursa Malaysia Index whose 2006 financial accounts have been audited by a Big 4 auditor.

Practical implications

The results raise questions about audit quality among the sample firms and the robustness of regulatory oversight institutions operating within Malaysia.

Originality/value

This research illustrates a novel approach to examining the issue of audit quality by introducing a compliance quality approach focusing on note‐form disclosures.
Exporting the RAE: adoption of similar practices in Australia and New Zealand
Authors: Mathews M.R. , Sangster Alan
Published: July 2009

Purpose

The purpose of this paper is to provide a comparative description of performance evaluation schemes in the UK, Australia and New Zealand.

Design/methodology/approach

The main content of the paper is a description of the Research Assessment Exercise (RAE) followed by an analysis of the structure and intent of operation. This is followed by an examination of three Australasian systems, the Research Quality Framework (RQF) (abandoned before implementation), the Excellence in Research in Australia (ERA) (yet to be provided in detail), and the NZ Performance Based Research Fund (PBRF) (operated twice over a period of six years).

Findings

The final section attempts to discern whether traces of the RAE can be seen in the Australasian systems and also considers the attributes of each attempt to measure performance.

Originality/value

This paper presents a description of both the RAE, the RQF/ERA and the PBRF, followed by an analysis of the structure and intent of the latter two and a comparison of these evaluation systems.
Students' perceptions of accounting profession: work value approach
Authors: Germanou Eleni , Hassall Trevor , Tournas Yanni
Published: July 2009

Purpose

This purpose of this paper is to introduce a new theoretical framework in order to examine similarities and differences between accounting major Malaysian and English students. It concerns attributes and outcomes associated with the accounting profession, and the relationship between students' perceptions and intentions to pursue an accounting career.

Design/methodology/approach

A survey research approach has been adopted to investigate students' perceptions regarding the accounting profession. The data for this study are collected via questionnaires completed by Malaysian exchange students visiting a university in England and students of a major university in England. The results of the questionnaire are then quantitatively analyzed.

Findings

The results indicate that both groups hold positive perceptions of the accounting profession and there is a significant correlation between students' perceptions and their intention to pursue a career in the profession. The study also identifies that Malaysian and English students hold differing perceptions concerning the accounting profession's attributes and outcomes.

Originality/value

This is one of the first accounting education papers using the work value theory to investigate perceptions regarding the accounting profession by Malaysian students of Chinese ethnicity and compare these perceptions with the perceptions of students of a major university in England of English ethnicity.
Grameen Bank's social performance disclosure
Authors: Azizul Islam Muhammad , Reginald Mathews Martin
Published: July 2009

Purpose

The aim of this paper is to establish a linkage between negative global media news towards Grameen Bank (GB), the largest microfinance organisation in the developing world, and the extent and type of annual report social performance disclosures by GB, over the nine‐year period 1997‐2005.

Design/methodology/approach

Content analysis instruments are utilised to analyse GB annual report social disclosure.

Findings

The study finds that GB's community poverty alleviation disclosures account for the highest proportion of total social disclosures in the period 1997‐2005. The results of this study are particularly significant in relation to poverty alleviation – the issue attracting severe criticism from the Wall Street Journal (WSJ ) late in 2001. The community poverty alleviation disclosures by GB are significantly greater over the four years following the negative news in the WSJ than in the four years before. The results suggest that GB responds to a negative media story or legitimacy threatening news via annual report social disclosures in an attempt to re‐establish its legitimacy.

Originality/value

This paper contributes to the literature because in the past there has been no research published linking global media attention to the social disclosure practices of major organisations in developing countries.
Deconstructing local government performance and infrastructure measurement
Authors: Pilcher Robyn
Published: July 2009

Purpose

This paper revisits the debate regarding myriad measurement bases and begins a new discussion within a public sector environment. It does this by considering the under‐researched technical aspect of measurement within Neely et al.'s measures design template framework.

Design/methodology/approach

Using the full population from Australia's largest state, New South Wales (NSW), the annual reports of all local councils were analysed over a seven‐year period. In addition, interviews were conducted with a sample of councils representing all geographical areas of the state.

Findings

Under the auspices of the modified Neely et al.'s measures design template, additivity problems associated with valuing infrastructure, property, plant and equipment (IPPE) were found to result in the production of unreliable performance indicators – in this case, the capital expenditure ratio (CER).

Research limitations/implications

The limitations include the research using an untested model; local councils in only one Australian state and one performance indicator analysed. Future research will examine the behavioural aspects of local councils as a result of being judged on an inappropriate indicator.

Originality/value

This paper considers two research issues – the imposition of private sector ideas to public sector entities and problems associated with combining myriad measurement bases to produce performance indicators used for decision making in local government. By introducing the CER as an exemplar within Neely et al.' measures design template, problems associated with combining myriad measurement bases to produce performance indicators used for decision‐making provide an unique insight into local government reporting.
Business process modeling with information integrity
Authors: Khurana Reema , Mandke Vijay V.
Published: July 2009

Purpose

This paper aims to discuss the idea that businesses, for survival in the market, need a competitive edge. This edge can be achieved by focusing on business processes as informational work (IW) systems rather than physical work systems and then to focus on achieving information integrity. In order to achieve this aim the strategy should be to model a business process to achieve both operational and goal integrity. An analytical framework for the same is to be described.

Design/methodology/approach

The paper uses an analytical approach. First a literature survey is conducted to find out whether the business process models being followed currently are sufficient to give a competitive edge to business. Subsequently, the information integrity approach is introduced and a framework is suggested to model the business processes.

Findings

The main findings of the paper are that the current business processes which are physical in nature need to be perceived as information oriented processes. Moreover, these IW systems need to process information with integrity. The paper explains the concept of information integrity in a detailed way by covering all aspects of the same, namely identification of business process as a multistage information system, explanation of information as a function of recipient, suggesting a structure of a good business process model, identifying the criticality of information integrity for business competitive advantage and listing the emerging information integrity requirements.

Originality/value

The paper adds value because it analytically puts forth the complete check list of activities for business process modeling with information integrity.
Managers' and end‐users' concerns on innovation implementation
Authors: Lin Frank , Tapie Rohm C.E.
Published: July 2009

Purpose

The purpose of this paper is to understand whether differences also exist between managers and end‐users regarding critical success factors (CSFs) of enterprise resource planning (ERP) systems implementation in China as well as among the counterparts in US and Chinese companies.

Design/methodology/approach

A pharmaceutical company in China that implemented an ERP system recently, similar to the one identified in Amoako‐Gyampah's study, is identified for this paper. A field survey accompanied by interview was used to collect data on seven CSFs that have been identified in the literature on technology acceptance and diffusion and that are consistent with Amoako‐Gyampah's study for comparison purposes.

Findings

The results of this paper confirm the results of Amoako‐Gyampah's study, which demonstrates that significant differences of seven CSFs of the implementation of ERP systems do exist in the perception of managers and end‐users. It further shows that both managers and end‐users of Chinese companies rate all seven factors lower than do their US counterparts. The understanding of these differences reveals the current stage of the progress of ERP implementation in China, namely that ERP implementation is not perceived as positively by Chinese managers and end‐users as it is by their counterparts in the USA

Research limitations/implications

For researchers, this paper provides a foundation for further investigation of the reasons for such differences among different groups and individuals as well as different cultures.

Practical implications

Understanding the differences that exist in the perceptions of different groups within an organization and the nature of these differences can help implementers develop appropriate change management mechanisms – such as training, communication, and others – to improve the chances of successful ERP implementation.

Originality/value

This paper confirms the previous CSFs research findings in a Chinese pharmaceutical company setting that there are significant differences of CSFs in ERP implementation between managers and end‐users. It further compares the differences of these CSFs with their US counterparts.
Project types of business process management
Authors: Bucher Tobias , Winter Robert
Published: July 2009

Purpose

The purpose of this paper is to explore project types (PTs) of business process management (BPM). PTs are a key concept to describe development situations in situational method engineering (SME). SME acts on the assumption that generic methods need to be adapted to the specifics of the development situation in which they are to be applied.

Design/methodology/approach

The paper draws on results from an empirical analysis directed at the identification of design factors of and realization approaches to BPM. It extends an earlier study through the inclusion of new data points that allow for the derivation and characterization of PTs. To this end, multivariate data analysis techniques such as regression analysis, factor analysis, and cluster analysis are applied. Albeit inherently behavioral, the research described in the paper constitutes an important foundation for subsequent design research (DR) activities, in particular for the engineering of situational methods.

Findings

The analysis suggests that there are three major and two minor PTs that characterize development situations of BPM. The common ground of the three major PTs is that they are characterized by a common target state, in this paper denoted as individualist realization approach to BPM. When compared to other realization approaches, this approach is characterized by high maturity and high customization requirements for process management.

Research limitations/implications

The gain in insight into the PTs of BPM is particularly useful for the engineering of situational methods aimed at the implementation and advancement of process‐oriented management within real‐world organizations. However, there are some research limitations/implications for further research: the empirical results are derived from a relatively small data set. The PTs identified in the present contribution therefore need further validation. In order to complete the proposed scenario structure for BPM, a taxonomy of complementary context types needs to be identified, too.

Practical implications

Many methods to support BPM or particular aspects thereof have been proposed and discussed. A major shortcoming of most of these methods is that they claim to be of universal validity. SME acts on the idea that there is no “one‐size‐fits‐all” method. Instead, generic methods need to be adapted to the specifics of the development situation in which they are to be applied. The proposed PTs represent a starting point to enable the engineering of situation methods for BPM.

Originality/value

The research results of this paper are useful for the construction of methods in the field of BPM which can be adapted to specific development situations.
Revisiting learning outcomes from market led ICT outsourcing
Authors: Choudhuri Bhaskar , Maguire Stuart , Ojiako Udechukwu
Published: July 2009

Purpose

Today's global business is heavily dependent on information and communication technology (ICT). The reality for most organisations is that the rate of technology change has been extremely fast. To cope with these changes, some organisations are committing a large amount of resources. Such challenges make it difficult for some companies to invest in ICT, resulting in a need to re‐think their business models. One such approach which has proved popular over the last few years is to outsource ICT. However, not all ICT outsourcing projects have been totally successful. The paper aims to explore various constructs in ICT outsourcing.

Design/methodology/approach

The aim is achieved by conducting studies on 11 ICT outsourcing projects within the service sector.

Findings

In future, customers will be looking for value‐added services while focusing less on outsourcing as a cost‐cutting exercise. There is also an added pressure on the customers and vendors to ensure that the original business case to justify outsourcing is robust.

Research limitations/implications

The research is conducted with a limited sample of ICT outsourcing projects. For this reason, many of the conclusions in this paper are generalisations. Further research will need to be conducted in order for the lessons that emerge to be applicable across a wider business perspective.

Originality/value

The paper takes a longer term perspective on the interface between customers and vendors in outsourcing projects. However, globally, this sector is very fluid and it is crucial that organisations understand the complexity of the relationships. This paper does not specifically seek to add to the existing body of knowledge on ICT outsourcing, but rather it serves as an opportunity to reflect on the full complexity of ICT outsourcing.
The influence of business process management and some other CSFs on successful ERP implementation
Authors: Žabjek Damijan , Kovačič Andrej , Indihar Štemberger Mojca
Published: July 2009

Purpose

Enterprise resource planning (ERP) systems have become imperative for companies in order to be competitive in a turbulent and highly competitive business environment. Unfortunately, the success rate of ERP implementations is very low, which was cited in many researches and a majority of authors have reported up to 90 percent failure rate. Therefore, new empirical studies are more than necessary to validate companies' contributions to the increase of the success rate of ERP implementation, which was the primary reason for this investigation. The main goal of this paper is to stress the impact of business process management (BPM) and some other critical success factors (CSFs) on successful ERP implementations.

Design/methodology/approach

The paper details an empirical investigation combined with a confirmatory approach using structural equation modeling.

Findings

The hypotheses confirm the impact of top management support, change management, and BPM on successful ERP implementation. These factors have a positive impact on successful ERP implementation and should be treated as very important in ERP systems implementation projects. The results also support the importance of top management perception (MP): if they consider BPM as a basis of business change, this contributes to a strong and positive influence on successful ERP implementation.

Research limitations/implications

Other CSFs, also required for successful ERP implementations are not covered in this paper. The sample of companies used in this study is limited only to one country, and the aspect of chief information officers (CIOs) should not be omitted either, because other CIOs might have answered the questionnaire in a different way.

Practical implications

Companies should treat BPM as a basis of business change and therefore increase its usage in order to increase a possibility for a successful ERP implementation. Although the ERP implementation is not the most efficientper se, its effectiveness on business performance can be greater.

Originality/value

Contributions of the paper are important for both practitioners and researchers. The paper will provide a very few specific factors and findings which are useful for companies when planning to implement ERP systems, and should not be omitted. From theoretical standpoints the most CSFs in ERP implementations can be combined, which are dispersed in the literature, and thus facilitate or somehow even stimulate other researchers in further investigations of those factors, which are still not defined enough or investigated.
Selecting the best strategic practices for business process redesign
Authors: Hanafizadeh Payam , Moosakhani Morteza , Bakhshi Javad
Published: July 2009

Purpose

The purpose of this paper is to present a methodology which defines best strategic practices for business process redesign (BPR).

Design/methodology/approach

A total of 29 best practices are studied and evaluated from the literature. The philosophy of TOPSIS (Technique for Order Preference by Similarity to Ideal Solution) method is applied in recognizing the alignment of best practices with the organization strategy. The indicators of cost, time, quality and flexibility are used as the criteria to measure the degree of alignment of best practices with organization strategy. The proposed method is tested in a case study of the registration process at a university.

Findings

The recent investment failures in BPR projects show that the relation between best practices and organization strategies should be highly considered. It is indicated that process redesign can meet organization strategies through recognizing and implementing best strategic practices.

Research limitations/implications

Considering the fact that pundits working in the field of BPR are not accessible, the previous published findings and results have been used in this research.

Practical implications

Owing to the limitations on budget and time, organizations are able to consider only those best practices which play a critical vote in helping them to achieve their goals. Best strategic practices list provides managers and business analysts with a precious resource in BPR projects.

Originality/value

This paper presents a new methodology for introducing best strategic practices for BPR. A strategic best practice is a new term in the BPR literature.
Measuring employee satisfaction in new offices – the WODI toolkit
Authors: Maarleveld Maartje , Volker Leentje , van der Voordt Theo J.M.
Published: July 2009

Purpose

The purpose of this paper is to present a toolkit to measure employee satisfaction and perceived labour productivity as affected by different workplace strategies. The toolkit is being illustrated by a case study of the Dutch Revenue Service.

Design/methodology/approach

The toolkit has been developed by a review of literature and tools for data‐collection. The toolkit has been tested and explored further in a number of case studies.

Findings

The toolkit includes a working environment diagnostic tool for an indicative or diagnostic evaluation, a list of key performance indicators that can be used for benchmarking purposes, and a space utilization monitor to measure the occupancy of workplaces. Data collected with the tool provides organizations with a clear picture of user experience of the working environment on its own, in comparison to other organizations and in comparison to the goals of the organization. Employees are also asked to rank the issues in order of importance to overall satisfaction and perceived productivity.

Research limitations/implications

The modules on economic added value and costs to explore the facility costs effects of different office concepts have not been tested yet.

Practical implications

The toolkit and the data from case studies can be used by managers to support decision making on interventions with regard to the organizations' accommodation policy, re‐designing or adaptation of the present building, or moving to another building. Scientifically, the data from case studies and cross case analyses can be used to explore and test hypotheses about the best possible fit between people, processes and place.

Originality/value

Although a number of data collection tools have been developed earlier, the strength of the present toolkit is its integral approach and is applicability to both traditional and innovative offices.
An audit of the content and quality in briefs for Swedish healthcare spaces
Authors: Elf Marie , Malmqvist Inga
Published: July 2009

Purpose

Initial briefs (programs) were examined in order to obtain an overview of current practice in documenting the briefing process for new health care buildings in Sweden.

Design/methodology/approach

An audit instrument was developed and used to examine briefs for the content and quality of information and to determine whether and to what extent the information was comprehensive and patient‐oriented.

Findings

The results indicate that few strategic briefs make use of evidence to support their statements. Moreover, few briefs had an explicitly patient‐focused goal for the project or measurable outcomes.

Originality/value

This new audit approach can be applied in various organisations and over time to improve the briefing process and create clearer goals and guidelines.
Emergency preparedness and disaster recovery in the US post 9/11
Authors: Hardy Victoria , Roper Kathy O. , Kennedy Suzanne
Published: July 2009

Purpose

The purpose of this paper is to determine how facility managers currently plan for emergencies and disaster recovery. Although preparation and drills have been demonstrated to improve lifesaving and business recovery capabilities, many organisations still do not have these plans. The scope of unpreparedness and reasons for lack of preparation were key issues, along with preferred methods to gain support for setting up plans.

Design/methodology/approach

Online surveys sent to members of facility management (FM) groups within the USA were utilised. Qualified FM professionals made them relevant survey groups.

Findings

With 78 percent of respondents responsible for their organisation's emergency preparedness planning, only 87 percent in 2007 and 92 percent in 2008 actually have these plans in place. Reasons for lack of plans included “other priorities taking precedence” and “lack of personnel to address the issue”. Provision of sample or boilerplate templates could result in improved performance.

Research limitations/implications

US FM professionals were surveyed. Results in non‐US locations may provide different information; locations with strong mandates for emergency/disaster plans would be expected to have better results. Industry types were not identified in this initial research data; however, future research could help to align specific industries' needs.

Practical implications

Despite 11 September and other tragedies, many organisations are still delaying or not understanding the importance of emergency/disaster recovery plans for their employees and business continuity.

Originality/value

Direct feedback from FM professionals was utilised to understand emergency preparedness/disaster recovery planning. This is the first survey to report details of the many organisations still lacking these critical plans.