bluuebunny/crossref_metadata_2025 huggingface dataset:
Forecast competitor service strategy with service taxonomy and CI data
Authors: Liu Chun‐Hsien , Wang Chu‐Ching
Published: August 2008

Purpose

The paper aims to develop a service taxonomy model and a mathematical process to forecast a competitor's service business strategy in a multiple service business context by inputting CI data such as the profits of existing core services.

Design/methodology/approach

A qualitative method of literature review is adopted to build a service taxonomy model and form two propositions. Based on the multiple business process integration concept of the resource‐based view, a mathematical process constituted by service modules and weights is developed. Salient components of the competitor's service business are identified to forecast the competitor's service business strategy after utilizing optimization heuristics of 80/20 and large number rules.

Findings

The model is able not only to forecast a competitor's service business strategy, but can also help develop the firm's own new service strategy. The resources of the firm can then be realigned to counteract the competitor's strategy.

Research limitations/implications

The developed model is mainly applicable to service businesses. The collection and use of CI data must consider ethical issues, which might limit the sources of data.

Practical implications

To forecast a competitor's strategy correctly , good quality CI practice is necessary. Experienced people in the CI department are critical to the production of good quality forecasts.

Originality/value

The contribution to CI impact studies is that the mathematical forecasting process is developed based on qualitative service taxonomical research. Key elements of the service process are identified as salient elements, which serve as the main focusing points in forecasting competitors' strategy.
Using open source data in developing competitive and marketing intelligence
Authors: Fleisher Craig S.
Published: August 2008

Purpose

The paper seeks to show how the increasingly popular use of data and information acquired from open sources (OS) impacts competitive and marketing intelligence (C/MI). It describes the current state of the art in analysis efforts of open source intelligence (OSINT) in business/commercial enterprises, examines the planning and execution challenges organizations are experiencing associated with effectively using and fusing OSINT in C/MI decision‐making processes, and provides guidelines associated with the successful use of OSINT.

Design/methodology/approach

This is a descriptive, conceptual paper that utilizes and develops arguments based on the search of three unclassified bodies of literature in competitive and marketing intelligence, intelligence processing and marketing analysis.

Findings

Open sources are useful in marketing analyses because they can be easily accessible, inexpensive, quickly accessed and voluminous in availability. There are several conceptual and practical challenges the analyst faces in employing them. These can be addressed through awareness of these issues as well as a willingness to invest resources into studying how to improve the data gathering/analysis interface.

Practical implications

Marketing analysts increasingly rely on open sources of data in developing plans, strategy and tactics. This article provides a description of the challenges they face in utilizing this data, as well as provides a discussion of the effective practices that some organizations have demonstrated in applying and fusing open sources in their C/MI analysis process.

Originality/value

There are very few papers published focusing on applying OSINT in enterprises for competitive and marketing intelligence purposes. More uniquely, this paper is written from the perspective of the marketing analyst and how they use open source data in the competitive and marketing sense‐making process and not the perspective of individuals specialized in gathering these data.
Shape design of a MEMS device by Schwarz‐Christoffel numerical inversion and Pareto optimality
Authors: Costamagna E. , Di Barba P. , Savini A.
Published: August 2008

Purpose

This paper sets out to provide a numerical procedure for field analysis and shape design for a class of MEMS devices.

Design/methodology/approach

The proposed numerical procedure for field analysis relies on numerical inversion of Schwarz‐Christoffel (SC) transformations for doubly‐connected regions: the geometry of a given micromotor is mapped into an annulus, where the non‐radial field excited by the transformed electrodes is computed. In turn, the shape design relies on the definition of non‐dominated solution according to the Pareto optimality conditions.

Findings

The SC approach proposed here allows the designer to evaluate both driving torque and radial force characteristics of the device with suitable accuracy within short CPU times. In turn, this allows one to perform repeated field analyses for a large number of feasible geometries and to use enumerative approaches to design optimization. By this means, a 3D objective space is investigated to identify the optimal shape of an electrostatic micromotor, subject to prescribed constraints.

Originality/value

To the best of one's knowledge, the combination of SC transformations and Pareto optimality is an unprecedented method for MEMS design. In particular, it is expected that the proposed SC tools will supply a fast and accurate computation to compare or supplement results from FEM tools, when a large number of geometries should be analysed. This could be particularly useful in the preliminary steps of a design procedure for a given class of devices.
Modelling of vertical electrostatic comb‐drive for scanning micromirrors
Authors: Sulima Renata , Wiak Slawomir
Published: August 2008

Purpose

The main aim of this paper is to build an equivalent circuit model of a comb drive microactuator, while the phenomenon of generating the electric fringing field at electrode edges is taken into consideration.

Design/methodology/approach

The approach to the comb drives design requires the “leakage capacitance” (appearing at electrode edges) to be introduced to the complex equivalent circuit model. Introducing these capacitances leads to defining the circuit model properly.

Findings

Such a complex approach by use of the equivalent circuits model could make it possible to reduce the discrepancy between the field and circuit models. These results were obtained after comparing both field and circuit models.

Originality/value

MEMS microdrives are in the area which is being developed very dynamically. Improvements in the mathematical models would permit more precise microdrive design, leading to optimal structure.
Optimum design of Maglev lift system's electromagnet for weight reduction using response surface methodology
Authors: Hong Do‐Kwan , Kim Jong‐Moon
Published: August 2008

Purpose

This paper aims to discuss the optimum design of a Maglev lift system's electromagnet to reduce the weight of the machine with constraint of normal force using response surface methodology (RSM).

Design/methodology/approach

The optimum design of Maglev lift system's electromagnet for weight reduction is performed by using RSM. The magnetostatic analysis of Maglev lift system's electromagnet is performed by using ANSYS.

Findings

The process is based on minimization of an appropriate objective function, while at each step the response is determined by the 3D finite element method (FEM).

Research limitations/implications

It is necessary to compare normal force between the 3D FEM result and the experimental result of the manufactured model.

Originality/value

The paper deals with the possibility of using the RSM for optimization of an electromagnet with a higher number of the design variables.
Pareto optima and Nash equilibria
Authors: Cioffi M. , Di Barba P. , Formisano A. , Martone R.
Published: August 2008

Purpose

This paper seeks to describe an approach to multi‐objective optimization problems (MOOPs) based on game theory (GT) and to provide a comparison with the more standard Pareto approach on a real design problem.

Design/methodology/approach

The GT is first briefly presented, then a possible recasting of MOOPs in terms of GT is described, where players from GT are associated with single objectives and strategies to the choice of degrees of freedom. A comparison with the Pareto approach is performed on the optimized design of a superconducting synchronous generator.

Findings

It was shown that the GT can be applied to the optimized design of real world devices, with results that present a different viewpoint on the problem, yet with device performance comparable with those obtained by standard approaches.

Research limitations/implications

Only the Nash approach to non‐cooperative games has been applied; the conditions for the solution found using GT to belong to the Pareto front have not been fully explored.

Practical implications

Designers and engineers interested in optimal design are presented with a new design technique able to get a balance among conflicting partial objectives, that can also be used to select among different possible designs obtained in other ways (e.g. using the Pareto front approach).

Originality/value

The paper demonstrates the possibility of using GT in the design of real world electromagnetic devices, with reference to the optimal shape design of a high temperature superconducting single‐phase synchronous generator.
Conducted emission analysis of a lighting implement employing the 3D finite element method
Authors: Namba Yoshihiko , Kida Tomoyuki , Mitsutake Yoshio , Hirata Katsuhiro
Published: August 2008

Purpose

This paper aims to describe the simulation technique which can be used at the design stage in order to efficiently develop low‐electromagnetic emission type lighting implements.

Design/methodology/approach

The influence on the conducted noise by the change of the implements' shape is investigated employing the 3D finite element method. Because of the difficulty in modelizing the electronic ballast accurately as a noise source, the electronic ballast is replaced by a comparison spectrum transmitter. Line impedance stabilization network is used for the measurement of the noise. The validity of this numerical model is confirmed by comparing the measurement results.

Findings

The validity of the computation was confirmed by comparison with the measured results of a simplified implement model. The difference between the measured and calculated results was less than 5 dB all over the frequency range.

Research limitations/implications

The frequency range is from 10 to 30 MHz and the construction and wiring of the implement have a great influence on the electromagnetic field.

Originality/value

In previous papers, circuit simulators are used to analyze conducted emission from an electronic circuit including inverter, where common mode current cannot be taken into consideration. Therefore, the displacement current was taken into consideration in the model. Not only the implement, but also the measurement method and environment are modelized in the analyzed model.
Magnetic analysis of non‐destructive testing detectors for ferromagnetic ropes
Authors: Canova Aldo , Vusini Bruno
Published: August 2008

Purpose

The main aim of this paper is to explain how numerical magnetic field analysis can be adopted for the simulation of the effects generated when a rope fault occurs. In particular, some important aspects are examined regarding the magnetic flaw generated by internal and external rope faults and the capability of 2D and 3D magnetic field solutions to detect the magnetic flaws.

Design/methodology/approach

After a first explanation of the non‐destructive approach from the point of view of the many different methods that can be used to perform a test, an introduction about magnetic systems is provided. Then a 3D magnetic simulation, based on finite integrate technique, of the system is performed and the results compared with those obtained by a simpler 2D magnetic finite element analysis. In the 3D simulation real local damage to the rope is considered and the leakage fluxes around it plotted. A parametric simulation was performed by considering variations of the main geometrical parameters that in a real test can affect the results, such as the airgap between the rope and the measuring point (the position of the field sensors) and the radial position of the sensor itself. Finally, experimental results on the real prototype on many different commercial ropes are provided. In this last section an original method to evaluate the signal to noise ratio of the device is presented.

Findings

At first, a really good correspondence between 2D and 3D numerical results was observed. Then it was shown that the difference among the sensing capabilities of field probes placed around the rope is reduced when the position of the damage is higher than 90° in respect of the sensor itself. Moreover, when the angular distance between a sensor and a surface damage is higher than 90°, the damage signal provided by the sensor does not practically change.

Research limitations/implications

Although the development method is always the same, the presented results are valid only for the configuration considered here. The experimental results of the signal to noise ratio are reported only for a reduced number of ropes.

Practical implications

The design procedure can be adopted to develop real devices and to identify the best position of the field sensing system. In particular, the paper shows the difference between radial and axial components of the leakage fluxes around the damage and their variation when the defect moves along the device.

Originality/value

The paper shows a methodology based on 2D and 3D numerical magnetic field analysis for the design of a non‐destructive device for metallic ropes with particular attention being given to the influence of field sensor and damage positions.
Numerical implementations of the FEM‐DBCI integral equation
Authors: Alfonzetti S. , Aiello G. , Dilettoso E. , Salerno N.
Published: August 2008

Purpose

This paper aims to discuss various numerical implementations of the integral equation in the hybrid finite element method‐Dirichlet boundary condition iteration (FEM‐DBCI) method for the numerical solution of unbounded static and quasi‐static electromagnetic field problems.

Design/methodology/approach

Three numerical implementations are described and compared from the point of view of accuracy and complexity, by means of two examples regarding simple electrostatic problems.

Findings

The implementation by means of a pair of integration surfaces made of element sides leads to accuracy levels which are much better than that of a single surface (made of element sides) and only a little worse than that of a single surface connecting point in the middle of finite element sides.

Practical implications

The former implementations, however, are simpler since they are practically the same as that of a standard boundary element method integral equation.

Originality/value

The paper constitutes a useful guide to the implementation of the FEM‐DBCI method.
Numerical study of a double preconditioning strategy
Authors: Doucet Cédric , Charpentier Isabelle , Coulomb Jean‐Louis , Guérin Christophe , Le Floch Yann , Meunier Gerard
Published: August 2008

Purpose

The aim of this paper is to accelerate the convergence of iterative methods on ill‐conditioned linear systems of equations.

Design/methodology/approach

First a brief numerical analysis is given of left preconditioners on ill‐conditioned linear systems of equations. From this result, it is deduced that a double preconditioning approach may be better. Then, a double preconditioner based on an iterative diagonal scaling method and an incomplete factorization method is proposed. The efficiency of this approach is illustrated on two finite element models produced by computational electromagnetism.

Findings

The double preconditioning approach is efficient for 2D and 3D finite element problems. The bi‐conjugate gradient algorithm always converges when it is double preconditioned. This is not the case when a simple incomplete factorization method is applied. Furthermore, when the two preconditioning techniques lead to the convergence of the iterative solving method, the double preconditioner significantly reduces the number of iterations in comparison with the simple preconditioner. On the proposed 2D problem, the speed‐up is between 6 and 32. On the proposed 3D problem, the speed‐up is between 13 and 20. Finally, the approach seems to reduce the growth of the condition number when higher‐order finite elements are used.

Research limitations/implications

The paper proposes a particular double preconditioning approach which can be applied to any invertible linear system of equations. A numerical evaluation on a singular linear system is also provided but no proof or analysis of stability is given for this case.

Originality/value

The paper presents a new preconditioning technique based on the combination of two very simple and elementary methods: a diagonal scaling method and an incomplete factorization process. Acceleration obtained from this approach is quite impressive.
FEM‐PEEC coupled method for modeling solid conductors in the presence of ferromagnetic material
Authors: Tran T‐S. , Meunier G. , Labie P. , Le Floch Y. , Guichon J‐M. , Roudet J.
Published: August 2008

Purpose

This paper seeks to model magneto‐harmonic solid conductors in the presence of ferromagnetic materials.

Design/methodology/approach

The approach takes the form of a coupling between the FEM and the PEEC method.

Findings

The paper shows one how to use the FEM‐PEEC coupled method to model a problem comprising solid conductors and ferromagnetic materials and compare its results with the FEM.

Research limitations/implications

The formulation allows one to treat linear material in the magneto‐harmonic assumption.

Originality/value

The two methods FE and PEEC are well‐known. The innovation here is coupling these methods in order to profit by the main advantages.
The relationship between the interaction coefficient and the unhindered relative volume in a suspension
Authors: Sudduth Richard D.
Published: August 2008

Purpose

The purpose of this paper is to expand the theoretical meaning and application of the separate components of the interaction coefficient as obtained from the generalized viscosity model.

Design/methodology/approach

Both theoretical and experimental analysis have been utilized to better understand the meaning of the separate components of the interaction coefficient obtained from the generalized viscosity model. Analysis of the experimental data of Schaller and Humphrey has been used to successfully isolate the separate components of the interaction coefficient.

Findings

The relative unhindered volume is the volume outside the sphere of influence of a particle that is responsible for the viscosity characteristics of a coating. This is the volume available for particles to move in the suspension and still contribute to the viscosity. The smaller the relative unhindered volume the higher the viscosity. As the interaction coefficient, σ, increases the particles increase their interaction with each other and the relative unhindered volume decreases. Using the data of Schaller and Humphrey, it was found that the interaction coefficient agreed best with the theoretical expectation relative to particle size when the ionic strength was low. At high levels of ionic strength, the solvent‐particle component of the interaction coefficient was dominant and the influence of particle size on the interaction coefficient was minimal.

Research limitations/implications

Only one set of experimental data was successfully utilized for illustrative purposes in this study but the resulting analysis has implicated a broad range of practical applications. In addition, the general theoretical concepts elucidated relative to the interaction coefficient should still be applicable independent of the experimental results.

Practical implications

The analysis presented in this paper provides several practical guidelines to separate and control the charge component of pigments in a suspension from their size component using the interaction coefficient as described in this study. Consequently, the results of this study should provide several new practical approaches to use when attempting to control the viscosity of suspensions for a broad range of practical applications and for a broad range of suspension types including coatings.

Originality/value

This is the first time that the theoretical statistical character of the interaction coefficient as indicated in the generalized viscosity model has been specifically elucidated. In addition, the relatively simple experimental separation of the interaction coefficient into its size and electrical components has been shown to be widely applicable in this paper.
A double‐edged sword: understanding vanity across cultures
Authors: Durvasula Srinivas , Lysonski Steven
Published: August 2008

Purpose

Based on their size, disposable income, and purchasing power, generation Y (Gen Y) consumers are viewed as the Holy Grail for marketers. Conversely, some of this group's behavior disturbs public policy officials, particularly when dealing with issues such as poor financial planning, bulimia and anorexia nervosa. The key question for both marketers and policy makers is what is the best way to understand the Gen Y segment? The vanity concept is used in this study as a way to understand the Gen Y consumer segment. The purpose of this paper is to examine vanity perceptions (cross‐nationally and by gender) as well as social and business implications with vanity.

Design/methodology/approach

Key research expectations are proposed that are related to cross‐cultural and gender differences on vanity perceptions. A sample of approximately 125 Gen Y consumers in two eastern and two western cultures was used to find support for the research expectations. Statistical results are reported.

Findings

The results clearly show that both gender and country have an impact on vanity perceptions. Concern for both physical appearance and professional achievement are higher in eastern cultures as compared to western cultures. Both males and females are highly concerned about physical appearance and professional achievements. However, self‐assessment of physical appearance and professional achievement are significantly lower among females as compared to males.

Research limitations/implications

In future studies it would be interesting to study differences among other countries and consumer groups.

Practical implications

The results of this study provide evidence to marketers that vanity appeals can resonate well with Gen Y especially those in China and India. For consumer protection advocates, results offer insights about the extent to which importance of vanity is likely to increase, especially in countries that embrace globalization.

Originality/value

So far, no study has applied the vanity scale to understand the Gen Y segment, despite the financial power of this group in purchasing both desirable and undesirable products; nor has any study examined whether vanity perceptions vary cross‐nationally, especially between economically developed western cultures and developing economies with large populations representing eastern cultures.
Imitation as the sincerest form of ignorance
Authors: Rotfeld Herbert Jack
Published: August 2008

Purpose

This paper aims to note the imitation of apparently successful advertising as a replacement for thought by too many advertisers, misapplying the tactics of what seem to be past successes by other companies to current situations, sometimes not even attempting to find insight relevant to the current advertising situation. Imitation of what may be lucky accidents has become a tool for improper applications of old tactics to new problems.

Design/methodology/approach

Noting the frequent pronouncements by business journalists that many businesses do things because they know they “work,” the reality is that even among marketing professionals, conventional wisdom is often, at best, an oxymoron.

Findings

The pragmatic business need is to analyze new situations and consumer interests.

Originality/value

The paper shows that, since advertising decisions are often the recommendations from outside suppliers, business managers who pay for this advice must realize that past success by others does not mean that an imitative effort will enjoy similar success. Without data on how or why the other effort might have been successful means that imitation could be borrowing the worst parts of the earlier ideas.
Sorry for your loss, now when will we be paid? Customer service after death of a customer
Authors: Taylor Quilliam Elizabeth
Published: August 2008

Purpose

The purpose of this paper is to explore how retail organizations serve heirs attempting to settle estates, suggesting that companies providing minimal customer service risk driving away future business, while those companies that seek solutions to ease the estate settlement process can acquire new customer relationships from heirs and beneficiaries.

Design/methodology/approach

The paper provides examples of companies that adhere to strict rules, minimal service, or emphasis on cost reduction, comparing them to companies with more flexible and compassionate approaches to estate settlement.

Findings

An approach to customer service centered on meeting customer needs can enhance an organization's reputation. By contrast, those reliant on rigid policies risk losing long‐term business opportunities.

Practical implications

Companies can gain new customer relationships by improving the way they handle estate claims and provide service to executors, administrators, heirs, and beneficiaries. Financial services companies in particular stand to acquire new customer relationships from the forecasted large generational wealth transfer.

Originality/value

The paper provides guidance for improving customer service when settling estates, and argues that companies that do not seek positive ways to ease the difficulties in dealing with financial matters at death ignore the basic directives of a marketing perspective.
Girls and Technology: What Public Libraries Can Do
Authors: Farmer Lesley S.J.
Published: August 2008

Purpose

The purpose of this paper is to assess how public libraries can help girls to learn and practice technology skills.

Design/methodology/approach

The paper discusses why girls are under‐represented in technology careers and successful public library programs aimed at solving this problem.

Findings

Even though the majority of internet users are females, girls tend to under‐value technology. Girls relate differently to technology from boys, and are often disadvantaged. Public libraries can provide opportunities for girls to learn and practice technology skills.

Originality/value

This meta‐synthesis of research and best practices provides guidelines for public librarians to help girls become more technologically literate. Recommendations include: offering choices, facilitating girl planning, encouraging collaboration, providing active and hands‐on learning, and incorporating career exploration.
Strategic value and electronic commerce adoption among small and medium‐sized enterprises in a transitional economy
Authors: Saffu Kojo , Walker John H. , Hinson Robert
Published: August 2008

Purpose

This paper sets out to examine the relationship between the perceptions of the strategic value of e‐commerce and e‐commerce adoption among 107 owners/managers of small and medium‐sized enterprises (SMEs) in a transitional economy, Ghana.

Design/methodology/approach

The membership of the top 100 Ghanaian businesses, called the Ghana Club 100 (GC 100), and non‐traditional exporters (NTEs) was surveyed using a structured questionnaire in face‐to‐face interviews. Principal axis factoring with varimax rotation was employed to identify and estimate the constructs in the model, followed by an exploratory factor analysis to test for the inclusion of all items in the model. Finally, canonical analysis was employed to study the interrelationships among the sets of multiple dependent and multiple independent variables. By so doing control for moderator effects existing among various variables was effected.

Findings

Organizational support was the strongest predictor on the perceived strategic value (PSV) construct, followed by managerial productivity, and decision aids. Perceived usefulness, compatibility, external pressure and organizational pressure were found to be statistically significant determinants of e‐commerce adoption. These findings are consistent with prior studies. Additionally, it was found that ease of use was also influential in the e‐commerce adoption decision of Ghanaian SMEs.

Originality/value

The study shows the value that SME owners/managers in a transitional economy place on e‐commerce, and the role envisaged for it. The study also provides an insight into the e‐commerce adoption in a transitional economy context. Owners/managers of SMEs in other developing countries may find the study useful in making decisions relating to e‐commerce adoption. The impact of the perceptions of e‐commerce and e‐commerce adoption on firm performance in transitional economies is a worthy area for future research. Replication of the study in other transitional economies is therefore warranted.
Sector reputation and public organisations
Authors: Luoma‐aho Vilma
Published: August 2008

Purpose

Economic pressures and rising stakeholder expectations have led public sector organisations to measure their reputation. The paper aims to highlight the importance of reputation for the public sector, define sector reputation and report findings on a quantitative study of sector reputations of four different types of Finnish public sector organisations.

Design/methodology/approach

Inspired by stakeholder theory and the value of organisational reputation, a quantitative survey of stakeholder assessments on reputation was carried out in the 12 organisations from the field of the Finnish Ministry of Social Affairs and Health in 2003. The organisations represented four sectors: research, authority‐functions, semi‐commercial functions and legislation. Survey data were first analysed with factor analysis to form five reputational factors for public sector organisations. Further analyses were carried out to compare differences between the organisational types and groups of stakeholders (analysis of variance) and to define the part of the different stakeholders (cluster analysis) for sector reputation.

Findings

The paper distinguishes between two major sector reputations: flexible and bureaucratic public sector organisations. Those organisations with more traditional functions (legislation and authority functions) are by reputation labelled bureaucratic, whereas those with more modern functions (research and semi‐commercial functions) are by reputation more flexible. These findings give insight into the strengths and weaknesses in the reputation of different types of public sector organisations, and hence contribute to the body of literature on strategic management of public sector organisations.

Research limitations/implications

Though the concept of sector reputation is universal, the contents of sector reputations are culturally bound. The study was conducted on Finnish public sector organisations, so the results could best be generalised to other Nordic countries. Moreover, reputation is an artificial concept based on stakeholder assessments and perceptions, and does not measure reality as such, though it is associated with stakeholder behaviour.

Practical implications

The results of the paper point toward rather stable, yet specific sector reputations. Knowing the reputational strengths and weaknesses of each type of public sector organisation provides a deeper understanding of how stakeholders perceive different types of organisations, and hence enables suitable allocation of public resources.

Originality/value

The paper will contribute to both theory and practice by addressing the concept of reputation for public sector organisations as well as providing new results on sector reputation. The paper will be of interest to those searching for ways to measure the effectiveness of public sector organisations as well as to those interested in stakeholder relations and strategic management.
With all due respect to the board
Authors: Prescott James
Published: August 2008

Purpose

The purpose of this paper is to offer a reflection on what evidence might be persuasive, powerful, and influential in decision making.

Design/methodology/approach

Fictional poem.

Findings

Meditation on the way that we decide what to do, account for it, be responsible for it to others, and be accountable to them.

Research limitations/implications

Stimulates thought about how organisations construct an agreed set of terms and language for measuring progress and organising accountability.

Originality/value

An individual comment on assessing what language is appropriate for building organisations.
The role of expectations in patient assessments of hospital care
Authors: Bakar Coskun , Seval Akgün H. , Al Assaf A.F.
Published: August 2008

Purpose

The aim of this paper is to document a study, in which the SERVQUAL scale was used to evaluate hospital services, conducting a preliminary assessment of patient attitudes regarding the important aspects of service dimensions.

Design/methodology/approach

The SERVQUAL scale was implemented into routine use at the Baskent University Hospitals Network in Baskent, Turkey. The study consisted of 550 randomly chosen patients who presented to any member hospital in that network during January and February 2006 and received treatment as inpatients or outpatients at those healthcare facilities. The SERVQUAL scale was utilised to evaluate hospital services.

Findings

A questionnaire was completed by a total of 472 (86.0 per cent) patients. The perceived scores of the patients were higher than expected for an ordinary hospital but lower than expected for a high‐quality hospital. The highest difference between the perceived service score and the expected service score was found at the Alanya Application and Research Center in Alanya, Turkey.

Originality/value

The paper demonstrates the use of the SERVQUAL scale in measuring the functional quality of the hospitals assessed.
Health‐related quality of life measurement
Authors: Sajid M.S. , Tonsi A. , Baig M.K.
Published: August 2008

Purpose

The purpose of this article is to discuss the value of health‐related quality of life (HR‐QOL) measurement and describe its development with a few examples.

Design/methodology/approach

The methodology is a literature review of various articles published in the last 25 years on health‐related quality of life.

Findings

HR‐QOL tools are health status instruments, which are utilized to assess the changes in the health status of patients. These surveys are of increasingly importance as healthcare providers are challenged to justify treatment approaches and rationale for any intervention. Objective criteria can be used to determine whether there is clinical evidence of disease. However, the impact of disease on the individual's life is not included in such a clinical assessment. The use of validated and reliable health instruments is directed at measuring this impact in a reproducible and valid fashion. In patient‐centred research, “experimental” conditions are constantly changing because human beings with values, feelings, perspectives and social relationships are being treated. It is especially important to use valid measurement tools when assessing these impacts.

Originality/value

This article is written from the authors' own experience and knowledge and adds those benefits to the literature already available.
Clinical incident reporting: wrong time, wrong place
Authors: Renshaw Mark , Vaughan Craig , Ottewill Mel , Ireland Alan , Carmody Jane
Published: August 2008

Purpose

The aim of this paper is to generate a debate regarding the value of incident reporting in the UK.

Design/methodology/approach

This paper critiques the dominant approach to patients in the UK.

Findings

It is suggested that the reliability of health care processes would need to substantially improve before an incident reporting system can have a meaningful impact on patient safety.

Practical implications

Greater benefits in patient safety will be accrued by focusing resources on designing reliable processes rather than the extension of incident reporting.

Originality/value

This paper offers a local perspective on a potentially flawed national strategy.
Anesthesia‐related perioperative adverse events during in‐patient and out‐patient procedures
Authors: Fecho Karamarie , Moore Charity G. , Lunney Anne T. , Rock Peter , Norfleet Edward A. , Boysen Philip G.
Published: August 2008

Purpose

This paper aims to determine the one‐year incidence of, and risk factors for, perioperative adverse events during in‐patient and out‐patient anesthesia‐assisted procedures.

Design/methodology/approach

A quality assurance database was the primary data source. Outcome variables were death and the occurrence of any adverse event. Risk factors were ASA physical status (PS), age, duration and type of anesthesia care, number of operating rooms running, concurrency level and medical staff. Data were stratified by in‐patient or out‐patient, surgical (e.g. thoracotomy) or non‐surgical (e.g. electroconvulsive therapy), and were analyzed using Chi square, Fisher's exact test and generalized estimating equations.

Findings

Of 27,970 procedures, 49.8 percent were out‐patient and greater than 80 percent were surgical. For surgical procedures, adverse event rates were higher for in‐patient than out‐patient procedures (2.11 percent vs. 1.45 percent; p<0.001). For non‐surgical procedures, adverse event rates were similar for in‐patients and out‐patients (0.54 percent vs. 0.36 percent). The types of adverse events differed for in‐patient and out‐patient surgical procedures (p<0.001), but not for non‐surgical procedures. ASA PS, age, duration of anesthesia care, anesthesia type and medical staff assigned to the case were each associated with adverse event rates, but the association depended on the type of procedure.

Practical implications

In‐patient and out‐patient surgical procedures differ in the incidence of perioperative adverse events, and in risk factors, suggesting a need to develop separate monitoring strategies.

Originality/value

The paper is the first to assess perioperative adverse events amongst in‐patient and out‐patient procedures.
Inter‐ethnic and labour‐community coalitions in class struggle in Taiwan since the advent of temporary immigration
Authors: Tierney Robert
Published: August 2008

Purpose

This paper aims to analyse the class dimensions of racism in Taiwan against temporary migrant workers and migrants' efforts to build inter‐ethnic and labour‐community coalitions in struggle against racism.

Design/methodology/approach

An important source of data for this study were the unstructured interview. Between September 2000 and December 2005, more than 50 temporary migrants and their support groups in Taiwan were interviewed, specifically about migrants' experiences of racism and their resistance strategies. These interviews were conducted face‐to‐face, sometimes with the assistance of translators. Between 2001 and 2007, some 70 people were interviewed by telephone, between Australia and Taiwan.

Findings

In Taiwan, temporary migrants suffer the racism of exploitation in that capital and the state “racially” categorize them as suitable only for the lowest paid and least appealing jobs. Migrants also suffer neglect by and exclusion from the labour unions. However, migrants have succeeded, on occasions, in class mobilization by building powerful inter‐ethnic ties as well as coalitions with some labor unions, local organizations and human rights lobbies.

Research limitations/implications

The research raises implications for understanding the economic, social and political conditions which influence the emergence of inter‐ethnic bonds and labour‐community coalitions in class struggle.

Practical implications

The research will contribute to a greater appreciation among Taiwan's labour activists of the real subordination of temporary migrant labour to capital and of the benefits of supporting migrants' mobilization efforts. These benefits can flow not only to migrants but also to the labour unions.

Originality/value

A significant body of academic literature has recently emerged on temporary and illegal migrants' efforts to engage the union movements of industrialized host countries. There is a dearth, however, of academic research on the capacity of temporary migrants to invigorate union activism in Asia, including Taiwan.
Democratic reason and practice: repositioning community aspirations
Authors: Faifua Denise
Published: August 2008

Purpose

This paper seeks to complement the work on community unionism by arguing criticality is the core human capacity required to convey and share experiences of community.

Design/methodology/approach

An over emphasis on historical materialism and a fetish with dialectics in critical theory more generally has had an impoverishing impact on understandings of the democratic reason and practice which offers the potential to reinstate communal values and democratic reason in individuals, organisations and society writ large. More recently, these limitations have led some writers to critically reflect on ways in which to reinstate communal values and democratic reason in individuals and in society writ large.

Findings

Only by conceding to the communal value of criticality and in particular the value of critical consensus in organising and the employment relationship will it be possible to bring community and indeed unions back into play.

Originality/value

A crucial point is the shift from conflictive employment relations to a consensus framework but without the loss of democracy. Moreover, this criticality is accessible to both the organisers of unions and to potential members.
A procedure for determining the high‐speed stencil printing performance of solder pastes in an electronic service provider's environment
Authors: Greene Christopher M. , Srihari Krishnaswami
Published: August 2008

Purpose

Environmental concerns over hazardous materials being placed in landfills have caused many countries to enact legislation to limit and/or eliminate the use of lead in electronic devices. As a result, the electronics manufacturing industry has undertaken efforts to comply with the legislation. Solder paste is typically used as the joining material between boards and components. The standard solder paste alloy has traditionally been a tin/lead eutectic. Lead‐free should, in theory, have the same functionality as the standard pastes to be utilized as a drop‐in replacement. Typically, solder paste is deposited on to a land pattern site by a stencil printer. In the manufacturing environment, speed and accuracy are desirable characteristics of the stencil printing operation. The purpose of this paper is to determine how fast a selection of lead‐free pastes can be successfully printed.

Design/methodology/approach

A representative sample of four lead‐free solder pastes containing different alloys was selected. A series of experiments at an increasing print speed was used to deposit these solder pastes on to printed circuit boards and the printed solder volumes were measured. The maximum print speed for each paste was observed and noted for future use.

Findings

Of the four alloys selected for experimentation, one emerged to have the most superior performance in terms of high‐speed printability. The speeds for each paste were observed and noted for future use.

Research limitations/implications

Experimentation was performed in an electronics service provider's environment using equipment and materials that were normally used in production.

Practical implications

The parameters obtained can be used on the manufacturing floor assembling lead‐free products.

Originality/value

The results offer a suggestion (in the form of the parameters that can be utilized) as to what parameters to use in the stencil printing of lead‐free solder paste at high speeds.
Solder paste characterisation: towards the development of quality control (QC) tool
Authors: Durairaj R. , Mallik S. , Ekere N.N.
Published: August 2008

Purpose

The purpose of this paper is to develop a quality control tool based on rheological test methods for solder paste and flux media.

Design/methodology/approach

The rheological characterisation of solder pastes and flux media was carried out through the creep‐recovery, thixotropy and viscosity test methods. A rheometer with a parallel plate measuring geometry of 40 mm diameter and a gap height of 1 mm was used to characterise the paste and associated flux media.

Findings

The results from the study showed that the creep‐recovery test can be used to study the deformation and recovery of the pastes, which can be used to understand the slump behaviour in solder pastes. In addition, the results from the thixotropic and viscosity test were unsuccessful in determining the differences in the rheological flow behaviour in the solder pastes and the flux medium samples.

Research limitations/implications

More extensive rheological and printing testing is needed in order to correlate the findings from this study with the printing performance of the pastes.

Practical implications

The rheological test method presented in the paper will provide important information for research and development, quality control and production staff to facilitate the manufacture of solder pastes and flux media.

Originality/value

The paper explains how the rheological test can be used as a quality control tool to identify the suitability of a developmental solder paste and flux media used for the printing process.
The influence of selling behaviors on customer relationships in financial services
Authors: Huang Min‐Hsin
Published: August 2008

Purpose

To compare the selling orientation (SO) versus customer orientation (CO) selling behavior of a service employee and examine the impacts of SO versus CO behavior on customer relationship quality and retention in financial services selling. Specifically, this research hypothesizes that a salesperson's SO is negatively related to relationship quality while salesperson's CO is positively related to relationship quality.

Design/methodology/approach

A conceptual framework is proposed that considers customer retention as a consequence, and a service employees' SOCO behavior as an antecedent of, relationship quality. Structural equation modeling techniques are applied to data collected from customers in the two important financial services (insurance and banking) in Taiwan to test the framework.

Findings

A service employee with CO approach increases relationship quality while a SO approach decreases relationship quality with customers. Furthermore, relationship quality is verified to positively affect customers' future retention.

Research limitations/implications

Although the sample may be representative of the financial industry in general, it is possible that results may vary for specific service industries. Also, the fact that data were collected in Taiwan raises the question of its transferability into other cultural regions.

Practical implications

The results should lead managers to consider the importance of emphasizing a CO approach when service employees are selling services. This study suggests that service employee training emphasizing CO can add additional value to a company's service offering and influence future retention of the service firms.

Originality/value

This is the first study to completely compare the CO approach with SO approach in a service selling.