bluuebunny/crossref_metadata_2025 huggingface dataset:
What is “good” hotel design?
Authors: Ransley Josef , Ingram Hadyn
Published: July 2002

It is a commonly held belief that a well‐designed hotel can be a source of profitable operation but the evidence for this is far from conclusive. This paper considers the nature of “good” design and its potential link to higher sales and profitability. The concept of hotel product lifestyles and two techniques of space utilization are proposed, the grossing factor and the design efficiency factor. Includes tables, drawings and plans that demonstrate how these techniques can work in practice.
Surveyor variability in educational stock surveys – a lens model study
Authors: Kempton Jim , Alani Amir , Chapman Keith
Published: July 2002

The importance of survey data accuracy is paramount if school maintenance programs are to be a true reflection of the maintenance needs of that school. Previous research has identified the issue of surveyor variability, i.e. the situation where two or more surveyors, surveying the same building, arrive at very different survey decisions. The research presented in this paper reports on social judgement theory – a model of a surveyor’s judgements where the varying values of surveyors, in terms of the “importance” they give to building elements, can be elicited by using the regression formula. The results of the research can be used to normalise survey data in an attempt to make them more truly reflect the actual condition of a school. The results can also be used to assess training requirements for individual surveyors.
Moving from performance measurement to performance management
Authors: Amaratunga Dilanthi , Baldry David
Published: July 2002

In order for a facilities management (FM) organisation to make effective use of the results of performance measurement it must be able to make the transition from measurement to management. It must also be able to anticipate needed changes in the strategic direction of the organisation and have a methodology in place for effecting strategic change. Successful accomplishment of these two tasks represents the foundation of good performance management. This paper explores baselines for moving from performance measurement to performance management and provides a discussion of how the FM performance assessment can be used to manage the FM function effectively.
FM application in the hospitality sector
Authors: Okoroh M.I. , Jones C. , Ilozor B.D.
Published: July 2002

When applied to hotels, the terms “facilities management” and “hotel management” are in many ways synonymous. Certainly effective management of the physical aspects in the hotel business is essential for maximum efficiency. This paper presents a research into facilities management operations in medium sized hotels (11‐50 rooms) in the UK. Medium sized hotels were selected for this research, since 90 per cent of UK hotels have fewer than 50 bedrooms. The key objective is to establish any trends that suggest a relationship between the application of facilities management techniques and the success of hotel businesses. Financial measures were not identified as being of critical importance and there seemed to be more of an interest in cost reduction than in income growth.
Intelligent office building performance evaluation
Authors: Preiser Wolfgang F.E. , Schramm Ulrich
Published: July 2002

Outlines building evaluation methodology and instruments, which will facilitate comparative, cross‐cultural evaluation of the performance of a building type which is common worldwide; i.e. intelligent office buildings. States that failure to obtain feedback on building performance can have serious consequences. Focuses on post‐occupancy evaluation (POE) an evaluation methodology. Concludes that there is a need for an evaluative stance throughout the building delivery process and cycle and POE appears to be of critical importance in the area of inter‐cultural differences in order to achieve better quality intelligent buildings.
Ergonomics in the workplace
Authors: Fernandez Jeffrey E.
Published: July 2002

Defines ergonomics and discusses various issues such as
anthropometry, seat design, workplace principles, manual materials
handling, and cumulative trauma disorders. These important issues need
to be appreciated if the objective of the facilities manager is to
reduce work‐related injuries, improve productivity, and improve the
quality of life of the workers.
Intellectual property rights and foreign direct investment in emerging markets
Authors: Haley George T.
Published: July 2002

With the continued progression towards a more globalized economy, multinational businesses are having increased difficulty in protecting their intellectual properties from theft or infringement. This is most especially true when they have employed their intellectual property in foreign direct investments (FDI) in emerging markets. This paper details many important considerations regarding the security of intellectual properties that have been largely ignored by management in its environmental scanning and decision‐making prior to undertaking FDI. The author proposes an auditing procedure, the cross‐environmental technology audit (CETA), to ensure that all decisions specifically consider intellectual property issues prior to unnecessarily risking it in a foreign venture.
Top Performing Organizations of Australia, New Zealand and Singapore
Authors: Ghosh B.C. , Schoch H.P. , Taylor D.B. , Kwan W.W. , Sock Kim Teo
Published: July 2002

With increasing emphasis by many companies on gaining competitive
advantages, both locally and on a global basis, the significance of
marketing as a driving force for business operations and strategic
planning has been studied in a number of countries. Compares the
marketing effectiveness of better‐performing companies in Australia, New
Zealand and Singapore, based on an extension of recent studies in these
countries. The comparison indicates some significant differences in
aspects of marketing between the better performers in Australia, New
Zealand and Singapore, in how individual companies view the role of
marketing in their operations, and in how the marketing activity is
organized. Concludes that these differences could take on strategic
significance when companies in the three countries strive for global
expansion of markets.
Neural Networks and Statistical Techniques in Marketing Research
Authors: Venugopal V. , Baets W.
Published: July 2002

Artificial Neural Networks (ANNs) have many potential applications
virtually in wide areas ranging from engineering to management.
Recently, a great deal of interest (and effort) has been directed
towards using ANNs in business practice. In particular, they have been
used in areas which were once reserved for multivariate statistical
analysis. Owing to this they are often considered to be statistical
methods. Marketing researchers and managers who are not aware of the
conceptual differences between these two methods cannot use this new
“cutting‐edge” technology effectively. Discusses the conceptual
differences and similarities between the two methods, having in mind
market researchers and managers who are looking for new tools to support
their decision making.
MkIS support for the marketing management process:
Authors: Talvinen Jari M. , Saarinen Timo
Published: July 2002

Evaluates which information included in Marketing Information
Systems (MkIS) has been important in providing support for the marketing
management process. Also analyses what improvements in marketing and
sales have been realized by implementing MkIS to support the marketing
management process. Furthermore, investigates, in more detail, what
operational MkIS sub‐systems have contributed to improved effectiveness
for implementing and controlling marketing efforts. The results of a
survey of 50 Finnish wholesale companies showed that MkIS have supported
marketing management in all complementary steps of the marketing
management process. Information that is perceived to be useful for the
different steps of this process, however, varies. The perceived
improvements of studied MkIS usage were higher in marketing than sales
tasks. These findings indicated that instead of one MkIS, organizations
would be better advised to develop MkIS sub‐systems to support the
different steps in the marketing management process and also sub‐systems
to support sales activities directly, although still allowing technical
and functional integration when needed. According to marketing managers
surveyed, those who invested in more sophisticated MkIS sub‐systems such
as direct mailing and telemarketing systems, have achieved good results
in implementing and controlling their marketing efforts. Later discusses
the opportunities for these types of operational MkIS sub‐systems.
The need for economic and pre‐economic marketing controlling
Authors: Helm Roland , Höser Hans
Published: July 2002

The splitting or rather the widening of a marketing controlling system into economic and pre‐economic control of performance makes effective strategic forward‐looking planning, management, and control of marketing activities possible. The main reason for including pre‐economic measures of performance is the possibility to receive and assimilate so‐called weak signals from the market which cannot be received by traditional economic controlling systems. These early warning indicators prevent marketing management from decision making based on past‐oriented data, the use of which would require the structure of the environment to remain unchanged. Based on this expanded knowledge, marketing strategies can be generated in a much more sound way.
The impact of green product lines on the environment
Authors: Martin Bridget , Simintiras Antonis C.
Published: July 2002

The literature examining the behaviour of environmentally conscious
consumers has focused mainly on the examination of non‐product specific
environmental knowledge and attitudes or environmental knowledge and
attitudes in relation to single product lines. Employs the constructs of
product‐line‐specific environmental knowledge and attitudes, that is
knowledge of and attitudes towards the green products and their impact
on the environment. Presents the results of an exploratory study
examining the relationship between product‐line‐specific environmental
knowledge and attitudes for multiple green product lines, testing
hypotheses generated from the literature, utilizing a questionnaire
measuring self‐reports of environmental knowledge and attitudes. The
results show no direct relationship exists between product‐line‐specific
environmental knowledge and attitudes, and that consumers do not simply
believe that a green product is good for the environment without also
knowing how the product impacts on the environment.
Market segments for higher education
Authors: Tonks David G. , Farr Marc
Published: July 2002

Reports extracts from an exploratory, cross‐sectional study
undertaken in the rapidly changing environment of UK higher education.
Begins with introductory material covering some recent changes in higher
education and the relevance of marketing and market segmentation to
institutional provision. Addresses the issue of access to higher
education, however the perspective is largely managerial. Proposes
geodemographic analysis as a useful way to segment the market for higher
education. The data concern the “market” for home students
prior to the removal of the binary divide and provide a geodemographic
analysis of applicants and of acceptances by institution type in 1991.
Discusses the possible implications for marketing and also for policies
concerning the variability of access to higher education.
Using the 7Ps as a generic marketing mix
Authors: Rafiq Mohammed , Ahmed Pervaiz K.
Published: July 2002

McCarthy′s 4Ps mix has increasingly come under attack with the
result that different marketing mixes have been put forward for
different marketing contexts. Contends that the numerous and ad hoc conceptualizations undermine the concept of the marketing mix and
proposes that Booms and Bitner′s (1981) 7Ps mix for services be extended
to other areas of marketing. Shows how the 7Ps framework can be applied
to consumer goods and reports the results of a survey of UK and European
marketing academics which suggest that there is a high degree of
dissatisfaction with 4Ps. Also suggests that the 7Ps framework has
already achieved a high degree of acceptance as a generic
marketing mix among both groups of respondents. Overall provides fairly
strong support for the view that Booms and Bitner′s 7Ps framework should
replace McCarthy′s 4Ps framework.
Methodological issues in consumer research: towards a feminist perspective
Authors: Woodruffe Helen R.
Published: July 2002

Avers that consumer research has been criticized for its preoccupation with empirical issues (Ryan, 1986) and its neglect of the experiential perspective of consumers as individuals (Belk, 1984; Fennell, 1985). Additionally, alleges that consumer research has been traditionally subject to gender bias (e.g. Bristor and Fischer, 1993) and that dominant ideologies have been masculine in nature (Hirschman, 1993). Reviews developments in consumer research in the light of current thinking and explores ontological and methodological issues in the study of consumer behaviour. Develops a feminist framework which goes beyond the rejection of positivist approaches towards a holistic, experiential understanding of consumer behaviour.
The effects of customer satisfaction measurement: the internal market versus the external market
Authors: Piercy Nigel F.
Published: July 2002

Observes that while customer satisfaction measurement is currently one of the commonest prescriptions in both the marketing and management literatures, little attention has been paid to the effects of customer satisfaction measurement, particularly in terms of the impact on the internal market, i.e. the employees and managers inside the organization. Reports some of the findings of a recent study of the internal market effects of customer satisfaction measurement, and identifies a number of ways in which the use of customer satisfaction information may have negative effects within the organization, which may stand in the way of the implementation of market strategies of service and quality. This suggests a management agenda which extends far beyond the acquisition of customer satisfaction data and reporting systems, to consider the full impact of such measurement systems.
Projective and enabling techniques explored
Authors: Will Valerie , Eadie Douglas , MacAskill Susan
Published: July 2002

Explores the rationale for, and value of, using projective and enabling techniques in qualitative market research and in particular their application to researching “sensitive” issues. Defines these techniques and illustrates their usage through a case study of research conducted by the Centre for Social Marketing, University of Strathclyde. Concludes with a discussion focusing on the relevance, suitability and level of applicability of projective and enabling techniques to market research.
Focus versus nominal group interviews: a comparative analysis
Authors: de Ruyter Ko
Published: July 2002

Introduces the group interview technique of nominal grouping as an alternative to the widely used technique of focus groups in qualitative market research. Nominal grouping is a highly structured technique designed to keep personal interaction at a minimum level during the process of new idea generation, while maximizing the individual contribution of each respondent. Describes a comparative experiment in which both focus groups and nominal groups of various sizes (five, seven and ten respondents) were used for the purpose of gathering customer perceived service quality improvements. The results reveal that nominal group members produced a significantly larger amount of service enhancements than respondents in focus groups. Concludes that, as far as the quality of ideas is concerned, there is a significant difference between nominal groups and focus groups with respect to the quality of ideas produced by the groups of seven respondents. Moreover, significantly greater levels of group member satisfaction with respect to the participation in the data collection process were found for the groups of seven and ten respondents, with the former receiving the highest score.
Contractual aspects of cross‐cultural negotiations
Authors: Martin Drew
Published: July 2002

Suggests that as the global economy becomes more entrenched and the importance of internationalization becomes self evident to US businesses, the number of contacts with foreign agents will escalate. Explores whether it be by buying or selling, the end result often is cross‐cultural negotiations. Declares that the most difficult part of any negotiations is the contract, securing the agreement. Examines cross‐cultural differences in contracts and agreements and offers various suggestions on how to increase the likelhood of success in a cross‐cultural negotiation.
Communicator credibility, personality factors and customer responses to comparative advertising claims
Authors: Bennett Roger
Published: July 2002

Pre‐existing data on the personality characteristics of a sample of 392 people and how these individuals rated persons who communicated to them a fictitious comparative claim were related to changes in subjects’ evaluations of two businesses before and after the transmission of the false statement. Results suggest that personality factors and the esteem in which the message communicator is held may affect customer responsiveness to comparative advertising. However, asymmetric reactions were observed: respondents were more likely to increase their ratings of the business alleged to be superior in the comparative claim than they were to reduce their evaluations of the other enterprise. The results are consistent with earlier studies which concluded that comparative advertising exerts significant effects on consumer behaviour and that comparative claims can influence consumer evaluations of competing businesses or brands, even when there are no objective differences between them.
The new interactive media: one‐to‐one, but who to whom?
Authors: Peters Linda
Published: July 2002

With the heralding of the new “interactive age” direct marketing seems poised to have its reliance on individual customer contact vindicated. However, in the struggle to apply direct marketing techniques to the new interactive marketing media, many firms are failing to recognise the basis of differentiation between the two domains. This paper seeks to identify the key features which underlie the new computer‐mediated communications media (in particular, the Web), and to explore the impact this may have on buyer‐supplier relationships and the types of marketing activity which the Web may facilitate. In conclusion, we stress the need for firms to adopt a new approach to value creation in these media, one which recognises the dynamic role which consumers may adopt.
Country of origin effects: a literature review
Authors: Al‐Sulaiti Khalid I. , Baker Michael J.
Published: July 2002

This paper provides a comprehensive review of the literature regarding the effect of country of origin on consumer perceptions of products and services. Results reveal that consumer perceptions differ significantly on the basis of product/service and country of origin. The country of origin may be an important element in the perceptions consumers have of products and services especially where little other information is known. However, the question of how much influence the country of origin provides in product and service evaluations remains unanswered and a number of other major issues have yet to be resolved. Directions for future research are developed.
Market segmentation: strategies for success
Authors: Dibb Sally
Published: July 2002

Despite the well‐documented benefits which segmentation offers, businesses continue to encounter implementation difficulties. This raises concerns about the cause of these problems and how they might be overcome. These concerns are addressed in this paper in the form of three questions: Is segmentation a good idea? If segmentation is such a good idea, why does it sometimes fail? What can be done to reduce the chance of failure? A mix of published evidence and case examples is used to explore these questions. The paper concludes by suggesting that if marketers are to overcome their segmentation implementation difficulties, they need practical guidance at three stages in the segmentation process. Before the project begins they must understand the role of success factors contributing to a successful result. During the segmentation project the qualities of the emerging segments must be clarified. After segmentation is complete the question of segment attractiveness must be considered. There is currently a gulf between the priorities of academics and practitioners carrying out segmentation. If this is to be bridged, further research is needed to provide guidance on segmentation success factors.
Visitor and exhibitor expectations and outcomes at trade exhibitions
Authors: Blythe Jim
Published: July 2002

Examines the relationship between visitor expectations and exhibitor objectives at trade exhibitions. Drawing on both UK and US research, as well as original research conducted at four UK exhibitions, the author provides evidence that exhibitors and visitors not only have differing expectations of exhibitions and trade fairs, but that these differing expectations are incompatible in many cases. Comparisons are made between frequent exhibitors and infrequent exhibitors, and also between those who commit a large proportion of their marketing budgets to exhibiting and those who do not, in terms of their objectives and expectations for the exhibition; the conclusion is that even those exhibitors who exhibit frequently or commit large sums to the activity take scant account of visitor needs. Concludes with a set of recommendations for practitioners.
Behavioral biases in the service encounter: empowerment by default?
Authors: Martin Charles L. , Adams Steven
Published: July 2002

Discusses the findings of a study in which 309 service encounters between customers and customer‐contact personnel in service businesses and retail stores were unobtrusively observed, to measure the occurrence of selected service behaviors (i.e. mostly interpersonal behaviors such as smiling, thanking customer, establishing eye contact, etc.), and to investigate possible behavioral biases. On average, only 72 percent of the measured behaviors were observed in each service encounter. Employees’ behaviors were generally less likely to be observed when served customers were male, young, caucasian, or casually dressed. The propensity of frontline workers to systematically discriminate against some types of customers on bases that have little or nothing to do with customers’ service requirements represents a downside of employee discretion dubbed as “empowerment by default”.
Cognitive style differences and their impact on responses to message sources
Authors: Bhate Seema
Published: July 2002

Kirton’s adaption‐innovation inventory has been used to examine the significance of cognitive styles (personality traits) as mediating variables between message sources and their likely impacts on attitude change processes. The framework created as a result of this, incorporated adaptive and innovative stylistic differences in responding to messages delivered by negative and positive sources. A quota sample of 120 respondents has highlighted a number of key issues which are of both conceptual and practical significance. On a conceptual level the knowledge of adaptors being more source oriented extends the existing theoretical framework to include variations in the attitude change processes and on a practical level this aids the advertiser to consider different messages and delivery modes. Also important, although statistically insignificant, is the finding that innovators have a propensity to be influenced by a negative rather than a positive source.
Post‐materialism’s “silent revolution” in consumer research
Authors: McLarney C. , Chung E.
Published: July 2002

While the idea of post‐materialism is more than 20 years old, consumer researchers have given it little attention. This paper engages in an interdisciplinary exploration of this important cultural phenomenon. The Protestant work ethic, with its emphasis on ever‐increasing levels of production, contributed to the rise of the consumption culture and the legitimation of the market society. It appears that the very premise which facilitates the market society – specialization and the production of consumption – also paves the way for a post‐materialist revolution. This paper advocates a macro, more humanistic, and socially relevant perspective of consumer research.
Managing market intelligence: an Asian marketing research perspective
Authors: Tsu Wee Tan Thomas , Ahmed Zafar U.
Published: July 2002

In recent years, world growth has slowed and markets have matured or become more protective. It appears that the only way for many companies to grow is at the expense of their competitors. Many large companies in Asia are turning to market intelligence for input into their strategic management system and decision making. The marketing intelligence cycle typically consists of directing, collecting, compiling, cataloguing, analysing and communicating data. The processing stage of intelligence gathering is the critical stage where the raw material is recorded and analyzed. In this article we use the SWOT framework for the analysis of a manufacturing industry – the lawn mower. This case illustrates how market intelligence could be used as an important and effective instrument for management planning, implementation and control.
Information technology costing methodology development after a corporate merger
Authors: Couturier Gordon W. , Kumbat Thomas A.
Published: July 2002

When two companies merge, the information technology (IT) departments of the two companies are also merged. This merger typically requires the development of a meaningful data center costing methodology that can be used for planning, budgeting and cost justification. This paper describes the merger of Tampa Electric Company and Peoples Gas System and the development of a costing methodology for the combined IT organization.
Enterprise resource planning: the emerging organizational value systems
Authors: Gupta Atul
Published: July 2002

Enterprise resource planning (ERP) is a set of applications that automate finance and human resource departments and help manufacturers handle jobs such as order processing and production scheduling. This paper attempts to provide an overview of an ERP system along with the real experiences of its implementation. Reports results of a survey of several ERP companies and considers factors such as future trends in ERP including developments such as Web‐based procurement applications and outsourcing of ERP applications. Suggests some challenges for ERP, such as the need to ensure global compatibility and flexibility.
Customer relationship management: key components for IT success
Authors: Bose Ranjit
Published: July 2002

This article is directed towards information technology (IT) and marketing managers considering implementation of a customer relationship management (CRM) solution. The goal of this article is not to provide an all‐inclusive tutorial on CRM, but rather to provide a high level insight of the fundamental principles behind CRM and critical aspects of the IT development process. The article begins with an IT manager’s introduction into the basic CRM business and marketing principles. At the heart of the article is a proposed system development lifecycle that highlights the aspects unique or critical to CRM. Finally, it concludes with some final thoughts for long‐term success. After reading this article, the reader will be mindful of the major issues needed for success and be equipped to discuss primary development matters with vendors, staff and management.
DSS for Job Shop Machine Scheduling
Authors: Jacobs Larry W. , Lauer Joachim
Published: July 2002

Presents a microcomputer‐based interactive decision support system (DSS)
to assist managers to improve decision making for machine scheduling in
a job shop environment. The system downloads data from a factory
information system, and schedules work into the appropriate work
centres. The system produces sequences using a rule set that
incorporates set‐up time reduction, shortest processing time (SPT)
sequencing, downstream requirements, and job due dates. The system
automatically expedites where required, and provides an interactive
interface to the decision maker. A SLAM II‐based computer simulation
model guides system development and provides a test bed for policy
decisions with regard to implementation of the DSS.
Quality information systems and quality management
Authors: Forza C.
Published: July 2002

Develops the theory on the role of information systems within quality management. Proposes a reference model for the study of quality information systems within quality management. The model includes three dimensions: quality management practices, quality information systems (distinguishing between information flows and information technologies) and quality performance. Proposes associated measures. Measures validity, and tests reliability on a sample of 34 manufacturing plants, with more than 100 employees, in the electronics, machinery and auto‐supplier industries. Also tests construct validity and internal consistency of model dimensions. The results show that the measures are valid and reliable and the model dimensions are valid constructs with a good internal consistency. The model proposed and the associated measures can therefore be used to study the relationships between quality management practices, quality information systems and quality performance.
TQM payback experience in manufacturing firms
Authors: Tanner John R. , Heady Ronald B. , Zhu Zhiwei
Published: July 2002

An extensive search of the literature showed no data on the payback
times associated with moving to a total quality management (TQM) style
of management. Given the company‐wide nature of the undertaking, and the
fact that TQM conversion is generally considered to be a long‐term,
difficult process, this finding was unexpected. A survey of
manufacturing companies showed that the initial investment associated
with shifting to TQM was recouped in one year for 42.3 per cent of the
responding companies. Payback times were two years or less for 65.4 per
cent of the companies and three years or less for 80.8 per cent of the
companies. All companies that reported quantitative data expected their
TQM efforts to be profitable eventually, if not already so. Thus,
despite the substantial training, reorganization and systems
modification costs, initial TQM investments are being paid back within a
time frame similar to that for other large financial undertakings. The
lack of financially unfavourable TQM programmes among the survey
respondents suggests that the probability of financial success is high.
Effects of information structure and problem solving on decision‐support system choice
Authors: Raggad Bel G.
Published: July 2002

Examines the effects of decision unstructuralness (unstructuredness + noisiness) on decision‐support systems (DSS) adoption. Suggests that end‐users are sensitive to “unstructuralness” when they select a decision support approach. Problem structuring at the intelligence phase generates the first signal about DSS usefulness. If this signal is in favour of DSS, the manager either immediately adopts the DSS, or performs problem solving at the design phase. At this phase a new signal will be generated thus, confirming or denying DSS usefulness. This confirms that problem structuring prevails in making the DSS adoption decision. That is, in making the DSS adoption decision, priority is given to problem structuring in the intelligence phase.
Spreadsheet modelling for management decision making
Authors: Coles Susan , Rowley Jennifer
Published: July 2002

Considers the potential use of spreadsheets as decision‐support systems (DSS). Commences by considering the nature of DSS and the advantages and disadvantages of spreadsheets as DSS, and then proceeds to consider and illustrate some of the models that can be easily built with modern spreadsheet packages, including models to support what‐if or scenario analysis, sensitivity analysis, goal seeking and optimization. Develops detailed examples using Excel, but most of the features used in model building in these examples are also available in recent releases of other spreadsheet packages.
A framework for enhancing the quality and effectiveness of computer animation projects
Authors: Czuchry Andrew J. , Yasin Mahmoud M.
Published: July 2002

Aims to show how the merger of computer technologies, total quality management and the tools of project management can increase the quality, efficiency and the customer orientation of computer animation projects. Provides a conceptual framework which is designed to facilitate this merger. Uses an actual computer animation project to illustrate the utility of the proposed approach.
A comparative study of quality practices: USA, China and India
Authors: Raghunathan T.S. , Subba Rao S. , Solis Luis E.
Published: July 2002

Seeks to compare the quality management practices in three different countries: USA, India and China. For this research various constructs representing quality management practices and quality results were conceptualized. A questionnaire survey instrument was developed, pre‐tested and the final version of the questionnaire incorporated the results of pre‐testing. The final questionnaire was used to collect data in the USA, India, and China. Analysis of variance was used to analyse the data. Reports the statistical summaries and the results of ANOVA. The ANOVA results point to statistically significant differences among the three countries with respect to quality practices.
Gathering customer feedback via the Internet: instruments and prospects
Authors: Sampson Scott E.
Published: July 2002

For many years companies have collected feedback from customers through means such as comment cards and toll‐free telephone numbers. The feedback data can be used by companies to track quality, locate quality problems, and identify suggestions for improvement. Gathering feedback from customers has become a recent but prevalent phenomenon on the Internet. Many companies designate an e‐mail address for submitting comments and questions. Companies with information on the World Wide Web frequently include a feedback form that customers can complete on screen and send at the click of a mouse. This article considers current practice and the potential for customer feedback collection over the Internet. The nature of Web‐based feedback forms is compared to corresponding features of conventional (paper) comment cards. Explanations for differences are supposed, and future prospects for Web‐based feedback are discussed.
An analysis of the formulation of strategic alliances: a focus on the pharmaceutical industry
Authors: Lin Binshan , Darling John
Published: July 2002

Despite the increased frequency and major importance of strategic alliances in the pharmaceutical industry, little is known about the formation of these alliances, or factors by which these alliances affect the business practices. The present study centers on strategic alliances formation in the pharmaceutical industry. A contingency approach is employed to analyze the formation of strategic alliances. Finally, suggestions are made regarding the empirical research needed in order to enhance our ability to explain formation of strategic alliances in the pharmaceutical industry.
Decision support systems research: current state and trends
Authors: Eom Sean B.
Published: July 2002

This study investigates the changing intellectual structure of the decision support system (DSS) field by means of an empirical assessment of the DSS literature over two successive time periods, 1971‐1990 and 1991‐1995. A multivariate data analysis tool, cluster analysis, is applied to an author cocitation frequency matrix derived from a large database file of comprehensive DSS literature over the two consecutive periods. The study concludes that the core areas of DSS research have shifted to group decision support systems, model management, and design and implementation, while the study of foundations and individual differences has faded away. Moreover, DSS researchers have diversified their reference disciplines in an effort to improve their research. Influence of organization science has been diminished, while cognitive science and psychology have emerged as the most influential contributing disciplines.
Using a neural network to forecast inflation
Authors: Aiken Milam
Published: July 2002

Forecasting inflation is a major concern for economists and businessmen. Most researchers have relied upon statistical techniques with their stringent data assumptions and low accuracy rates to predict changes in inflation, but only a few have investigated how neural networks can improve forecasts. Here, we show the results of Consumer Price Index (CPI) forecasts from an artificial neural network using leading economic indicator data in the USA. Results show that the neural network predicts the level of the CPI with a high degree of accuracy.
A practical, systematic approach to understanding cost of quality: a field study
Authors: Czuchry Andrew J. , Yasin Mahmoud M. , Little Gregory S.
Published: July 2002

Presents a practical conceptual framework designed to determine the cost of quality based on nonconformance to a set of quality standards. This framework was implemented in a manufacturing environment. It utilizes an “open” system architecture which stresses a customer orientation. In this context, customer influence determines what is important in terms of quality. Standards are established for these elements which are used to gauge the performance and efficiency of the manufacturing process. Poor performance is then quantified in terms of relevant costs. The framework is designed to go beyond conventional cost of quality and nonconformance models, as it offers a solution path which utilizes employees to improve areas of nonconformance. Cultural, informational and technical organizational requirements needed to implement the framework advocated here are outlined.
Compulsory purchase and compensation in Hong Kong
Authors: Ng Isaac
Published: July 2002

One of the major impediments to urban renewal in Hong Kong is the acquisition of land from different owners in order to form adequate parcels for development. Compulsory purchase powers are not available to the private sector as only public authorities can properly exercise powers over individuals in the public interest. In the case of urban renewal, when the Land Development Corporation (LDC) exercises compulsory purchase powers, it has to go through long and rigorous procedures to demonstrate that there is no undue detriment to the interests of landowners. In this paper the practice of the LDC in this respect is examined in detail and the problems and issues of land assembly in the urban renewal process highlighted. Finally, new policies for land assembly are suggested as means of dealing with the difficulties identified.
Local authority non‐operational property ‐ serviceable or surplus?
Authors: Martindale Neil
Published: July 2002

Adopts the label “tenanted non‐residential property” (TNRP) rather than employ loaded terms such as “commercial” or “investment”. Deals with the perceived objectives for which local authorities hold TNRP and the functional, financial and legal setting. Compares category bases for property holdings and, in particular, examines attitudes to acquisition, management, retention and disposal of TNRP. Notes the confusion between investment and indirect service objectives and the consequential expected returns. Discusses the findings of a survey of councils centring on the characteristics and management of their TNRP holdings. Concludes that objectives and management strategy for local authority‐owned TNRP remain undeveloped. Suggests that the ability to properly manage and develop a real investment portfolio may be ultra vires. Recommends, in the shorter term, if not ultra vires, dividing TNRP between those held primarily for indirect service and those held primarily as financial investments. Expects, however, in the longer term, pressures from local service needs and central government will encourage, indeed force, the progressive disposal of all non‐operational property, including TNRP. Identifies a new form of TNRP, one within the council. Seeks to clarify and effect the different strategies for operational property between the centralized corporate council landlord and decentralized service tenants, and proposes the creation of “internal leases”.
Digitising instead of mailing or shipping: a new approach to interlibrary loan through customer‐related digitisation of monographs
Authors: Mühlberger Günter
Published: July 2002

While document delivery of journal articles has seen some remarkable progress, interlibrary loan (ILL) of monographs is still carried out in the way it started; to satisfy the need of a single user the book is delivered from site to site by post. The BOOKS2U! project will investigate the possibility of a new approach where the requested monograph is digitised and the digital surrogates are made available on a digital library Web site. The project is carried out by the libraries of the Universities of Graz (http://www.kfunigraz. ac.at/ub/) and Innsbruck (http://ub.uibk.ac.at/) and the Department of Computer Science for the Blind (i3s3) (http://www.aib.uni‐linz.ac.at/) of the University of Linz, which together are forming the Austrian Literature Online (ALO) working group. The results of the project will be summarised in a feasibility study.
Opinion paper: towards a new system of scholarly communication
Authors: Waaijers Leo
Published: July 2002

Contends that the current system of scientific communication has some serious defects in terms of speed, reliability and affordability. Outlines a different approach, whereby a completed article would be consigned directly to the public domain via the Internet. Discusses the consequences and characteristics of the new system.
Buoyant Marangoni convection of weakly non‐Newtonian power law fluids in a shallow rectangular cavity
Authors: Naïmi M. , Hasnaoui M. , Platten J.K.
Published: July 2002

Analytical and numerical studies are conducted for two‐dimensional steady‐state coupled Marangoni and buoyancy convection of a non‐Newtonian power law fluid confined in a rectangular horizontal shallow cavity subjected to a horizontal temperature gradient between the two short vertical rigid sides, while the upper free surface and the lower rigid one are insulated. The results obtained by combining the two basic mechanisms (thermocapillarity and buoyancy) depend on whether their effects are aiding or opposite. The effect of the non‐Newtonian behavior on the fluid flow, the temperature field, and the heat transfer is studied. The parallel flow is obtained in some particular situations for which a good agreement is observed between the analytical results based on the parallel flow assumption and those corresponding to the numerical simulations.
Adaptive non‐nested multigrid methods
Authors: Bittencourt Marco L. , Douglas Craig C. , Feijóo Raúl A.
Published: July 2002

This paper presents some linear adaptive non‐nested multigrid methods which are applied to linear elastic problems discretized with triangular and tetrahedral finite elements using unstructured and Delaunay mesh generators. The Zienkiewicz‐Zhu error estimator and a h‐refinement procedure are used to obtain the non‐nested meshes used by the multigrid methods. We solve problems with a specified percentage error in the energy norm using the optimal performance of multigrid methods.
An adaptive pNh‐technique for global‐local finite element analysis
Authors: Weinberg Kerstin , Gabbert Ulrich
Published: July 2002

The paper presents a new technique for a compatible transition from a h‐refined to a p‐refined finite element mesh. At one or more faces of particularly designed pNh‐transition elements a low order h‐discretization may be combined with a usual p‐mesh in the other parts of the elements. The pNh‐elements are conform finite elements which can be applied in an adaptive scheme controlled by a residue based error estimate. Typical applications which require strongly a local mesh refinement within a p‐finite element mesh are, e.g. the approximation of high gradients and the determination of contact areas. Numerical examples demonstrate the efficiency of the pNh‐element technique for such problems.
Seven‐Eleven Japan and The Southland Corporation: a marriage of convenience?
Authors: Sparks Leigh
Published: July 2002

Sparks, in a case study of the takeover of The Southland Corporation (USA) by Ito‐Yokado and Seven‐Eleven Japan, raised a number of fundamental questions about the nature of retail internationalisation and our understanding of the subject. This paper returns to this subject and, using an analysis of the changes in both businesses since the takeover, again explores our depth of comprehension of the processes of retail internationalisation. The changes in The Southland Corporation since 1991 have essentially replicated the Japanese convenience store model and produced a business turnaround. This illustrates both the depth and length of components of internationalisation. The stage is now set for the global transformation of the business.
Wal‐Mart in Europe: prospects for the UK
Authors: Arnold Stephen J. , Fernie John
Published: July 2002

The purpose of this paper is to assess the long‐term opportunity (or lack thereof) for Wal‐Mart in the UK. Wal‐Mart is the world’s largest retailer and the UK market offers a logical next step following Wal‐Mart’s 1997 entry into the European market via Germany. Retail internationalisation is discussed and how Wal‐Mart might enter the UK market. Wal‐Mart’s North American growth is attributed to a unique organisational culture, low cost operating procedures and a significant consumer impact related to the determinant low price, assortment, service and community support store choice attributes. These attributes are discussed in a UK context and conclude that the UK workforce would respond positively to the front‐line empowerment of the “Wal‐Mart Way”. UK consumers also would support the unique Wal‐Mart retail proposition. In terms of efficient supply chains, however, Wal‐Mart will not offer any significant competitive advantage over UK retailers.
An empirical inquiry into international expansion of US retailers
Authors: Vida Irena
Published: July 2002

Uses the results of a mail survey to gain insights into international expansion of US retailers and their strategic thrusts. The findings indicate that important drivers of the retail internationalization process are related to four distinct retailer characteristics, i.e. retail‐specific advantages, dimensional factors, and to international market orientation of companies and their strategic management teams. However, neither the retail operating format nor the lack of domestic growth opportunities emerged as factors promoting international retail expansion. Retailers in this study favored full control entry modes and culturally similar country markets. Implications for future research and retailing practice are outlined.