bluuebunny/crossref_metadata_2025 huggingface dataset:
The determinants of excess worker turnover in Luxembourg
Authors: Bertinelli Luisito , Cardi Olivier , Pamukçu Teoman , Strobl Eric , Thornton Robert
Published: June 2009

Purpose

The purpose of this paper is to investigate the patterns and determinants of excess labour turnover (churning) in the Luxembourg labour market using a rich employer‐employee matched data set.

Design/methodology/approach

The paper formulates a model to explain churning rates using three sets of explanatory variables: various worker characteristics, establishment characteristics, and two‐digit sector‐specific characteristics. The data used are from the Luxembourg social security system for the period 1992‐2003.

Findings

The findings show that there are high churning levels in Luxembourg, that their determinants vary significantly across sectors, and that much of this variation can be explained by worker‐ and establishment‐specific features.

Research limitations/implications

A major question, still undecided in the research literature, is whether churning is simply the result of random job‐worker mismatches.

Originality/value

There are relatively few prior studies that have examined which employee and employer characteristics are associated with excess worker turnover, and the paper is the first to analyze the phenomenon of churning in the Luxembourg labour market. Luxembourg has recently experienced impressive employment growth (about 3.5 percent annually) since the beginning of the 1990s; and, Luxembourg being a small economy, it was feasible to analyze the entire population of workers and firms.
Job level changes and wage growth
Authors: Kosteas Vasilios D.
Published: June 2009

Purpose

The purpose of this paper is to estimate the impact of job level changes on wages accounting for both the potential endogeneity of promotions and measurement error in job level changes.

Design/methodology/approach

Instruments for job level changes the workers' use belief about the possibility of a promotion from the previous period. Reasons why the respondent believes that a promotion is not possible are used as a second set of instruments. Also, the paper estimates separate wage effects for men and women.

Findings

The paper indicates that promotions carry a roughly 18 percent wage increase; compared to a 7 percent premium when using ordinary least squares estimation. The paper also finds that men receive much larger wage increases when promoted, compared with women.

Originality/value

This is the first paper to account for the endogeneity of promotions in wage estimates. Accurately estimating the relationship between job level changes and wages helps people to understand wage growth over a worker's lifetime.
The mediating effect of knowledge management on social interaction and innovation performance
Authors: Huang Jing‐Wen , Li Yong‐Hui
Published: June 2009

Purpose

The purpose of this paper is to examine the mediating role of knowledge management in the relationship between social interaction and innovation performance.

Design/methodology/approach

The population in the study is the Taiwanese firms listed in the China Credit Information Service Incorporation. A stratified random sampling method was used to select 176 firms in Taiwan. The usable response rate was 23.47 per cent. The study employed LISREL to test the hypothesized relationships in the path‐analytic framework.

Findings

The results indicate that social interaction is positively related to knowledge management. Knowledge management is, in turn, positively related to administrative and technical innovation performance. Further, the results provide evidence that knowledge management plays a mediating role between social interaction and innovation performance.

Originality/value

The study highlights the importance of social interaction and knowledge management in the process of innovation, and helps scholars and managers to better understand the mediator of knowledge management through which social interaction benefits innovation performance.
Interview with Lawrence Hobbs
Authors: by Ruth Young Interview
Published: June 2009

Purpose

The purpose of this paper is to present and an interview with Lawrence Hobbs, a global business strategist and bestselling author.

Design/methodology/approach

This briefing is prepared by an independent interviewer.

Findings

Lawrence Hobbs concentrates on bringing clarity, alignment and focus to his strategy clients while leveraging flexible, scalable and effective techniques to help them translate their vision into results.

Originality/value

The interview provides insights into how organizations should implement their strategic vision.
Exploring individual personality factors as drivers of M‐shopping acceptance
Authors: Aldás‐Manzano Joaquín , Ruiz‐Mafé Carla , Sanz‐Blas Silvia
Published: June 2009

Purpose

The purpose of this paper is to evaluate how personality variables related to technology (innovativeness, compatibility and affinity) can modify the influence of classical technology acceptance model (TAM) variables on behavioural adoption intention of mobile shopping.

Design/methodology/approach

The impact of innovativeness, compatibility, affinity, TAM beliefs (ease of use and usefulness) and attitude on mobile shopping adoption is tested through structural equation modelling techniques. The sample consisted of 470 Spanish mobile telephone users selected on the basis of convenience.

Findings

Data analysis shows that the effect of perceived usefulness and, in a minor degree, perceived ease of use are over dimensioned if personality variables are omitted making intention formation to be perceived as more rational than it really is. Personality variables (affinity to mobile telephones, compatibility and innovativeness) have a direct and positive influence on the intention to engage in M‐shopping.

Practical implications

This research enables mobile shopping agents to know what aspects to highlight in their communication strategies to increase the M‐services adoption rate. The complementary use of the mobile and the internet is recommended since the similarities between both methods may favour the acceptance of distance shopping systems. Mobile services should not be simply designed as easy to use, but also as an enjoyable experience.

Originality/value

Despite the importance of personality factors on mobile shopping adoption, they were explicitly ignored when the unified theory of acceptance and use of technology was formulated. This research does not try to propose an extension of the TAM model, but analyses the degree in which the explicit rejection of personality variables could impoverish its performance.
Profile‐based circumstances for productivity measurement
Authors: Phusavat Kongkiti , Anussornnitisarn Pornthep , Sujitwanit Supattra , Kess Pekka
Published: June 2009

Purpose

The purpose of this paper is to identify the specific circumstances which require productivity information. It aims to help support the promotion of productivity for manufacturing firms belonging to the Federation of Thai Industries or FTI.

Design/methodology/approach

The analysis is based on survey data collected from FTI‐based manufacturing firms. There are five profiles: industrial type; size; years operating in business; ownership; and targeted customer to be studied in a pair‐wise circumstance. There are 40 companies that participated in this study. The statistical analyses include general linear mode with ANOVA. Altogether, there are a total of 138 circumstances (pair‐wise profiles) under study.

Findings

In general, productivity information is important as indicated from most circumstances – the must‐measure and require‐to‐measure circumstances. The findings also indicate that there is no specific prediction for particular circumstances (e.g. the larger‐size firms with longer years operating in business need productivity information than the smaller ones).

Practical implications

The results show that there is no need for the FTI to single out specific groups to focus on productivity‐measurement efforts. The study helps gain better understanding into the issues regarding when‐to‐measure productivity. It is generally known that there are a few measurement techniques that are communicated to the FTI firms on a regular basis such as multi‐factor productivity measurement and value‐added productivity measurement – what to measure. In addition, their applications are primarily at the organizational and production levels – where‐to‐measure. The process to deploy these measurement techniques is well known and documented – how‐to‐measure.

Originality/value

The findings support the use of both financial and non‐financial information to ensure an effective management process (i.e. measurement, analysis, and improvement).
Knowledge management enablers and outcomes in the small‐and‐medium sized enterprises
Authors: Migdadi Mahmoud
Published: June 2009

Purpose

This paper attempts to accomplish the following aims: first, identify the preliminary knowledge management (KM) critical success factors (CSFs) or enablers that need to be concentrated by small‐and‐medium sized enterprises (SMEs) before launching a full‐scale KM initiative. Second, develop a conceptual research model which comprises both CSFs and outcomes. Finally, empirically assess the relationships between CSFs and performance outcomes in SMEs.

Design/methodology/approach

The approach of this study consists of two phases: first, development of a conceptual model based on the literature. Second, an empirical evaluation of the validity of the conceptual model. This phase is carried out by developing a survey instrument comprising 16 factors. Then, through a postal survey, data are collected from SMEs in Saudi Arabia in order to investigate the relationships between KM CSFs and outcomes.

Findings

The survey instrument is shown to be both reliable and valid. Pertinent statistical analyses are then performed. The overall results from the empirical assessment were positive, thus reflecting the appropriateness of the proposed CSFs and outcomes.

Research limitations/implications

The current findings of this research study may indicate some limitations. Although this study shows that CSFs may enhance an organization's capability to manage knowledge effectively and in return achieve better outcomes, the findings of this study are the results of a “snapshot” survey that do not take into account the feedback effects. Hence, further researching such as longitudinal studies into the relationships between CSFs and outcomes in SMEs to further validate the conceptual model is needed.

Practical implications

The set of CSFs proposed is in itself important because it can act as a list of items for SMEs to address and deal with when adopting KM. This helps to ensure that essential issues and factors are covered during implementation of KM. Later, it can provide a basis for them to systematically evaluate their KM practices. For academics, this study provides insights into the relationships between KM efforts and outcomes.

Originality/value

This study is probably one of the first to systematically determine the CSFs for KM implementation and comprehensively explain the criteria for measuring KM efforts in SMEs. It offers valuable information, which will encourage SMEs to practice KM from the right perspective in order to reap outcomes from KM initiatives.
Managerial view on design for manufacturing
Authors: Mottonen Matti , Harkonen Janne , Belt Pekka , Haapasalo Harri , Simila Jouni
Published: June 2009

Purpose

The purpose of this paper is to provide a tangible example of organisational solutions in effective design for manufacturing (DfM) in a large information and communications technology (ICT) company.

Design/methodology/approach

An interview study was carried out in a leading ICT company to clarify the practical realisation of DfM, and the current challenges encountered. The interviews covered all the key persons involved in DfM and related processes, in a case company that has successfully applied DfM for over a decade.

Findings

The paper shows the importance of a separate management organisation for coordinating the requirements of internal functions. With relation to the case company, this organisation, in contrast to the literature, is located in production, not in product development. Despite the successful application of DfM, the case company still has challenges in exploitation of related data systems.

Research limitations/implications

This paper describes one of the top companies in its field. However, the obtained results could vary to some degree, should a wider set of companies be included in the study.

Practical implications

Managers of other companies could learn from this example at three levels: organisational solutions for DfM, its practical realisation, and the challenges encountered.

Originality/value

The existing literature is relatively scarce on organisational implications of DfM implementation. This paper identifies a functional organisational location, structure and practical realisation for effective DfM.
Relationships of personality and job characteristics with organization‐based self‐esteem
Authors: Pierce Jon L. , Gardner Donald G.
Published: June 2009

Purpose

The purpose of this paper is to examine the theoretical relationships between core self‐evaluations, perceived job characteristics, and organization‐based self‐esteem.

Design/methodology/approach

A total 236 employees of a large US‐based mining company were surveyed using well‐established measures of core self‐evaluations, perceived job characteristics, and organization‐based self‐esteem.

Findings

Correlation and regression analyses support the hypotheses that core self‐evaluations and perceived job characteristics jointly relate to organization‐based self‐esteem.

Research limitations/implications

This is a non‐experimental field study and as such inferences about causality are limited.

Practical implications

The development of organization‐based self‐esteem is beneficial to both employers and employees. Managers need to consider both the personality of employees and employees' work experiences in trying to enhance organization‐based self‐esteem.

Originality/value

This is the first study to simultaneously study the relationships of personality and perceived job characteristics with organization‐based self‐esteem.
How support‐related managerial behaviors influence employees
Authors: Rooney Jennifer A. , Gottlieb Benjamin H. , Newby‐Clark Ian R.
Published: June 2009

Purpose

The purpose of the current study is to test a model of the psychological processes that mediate the impact of managerial supportive and unsupportive behaviors on employees' job‐related attitudes and strain.

Design/methodology/approach

Data were collected using a cross‐sectional, online survey of employees working in a human services organization who were asked about their managers' support and attitudes toward various aspects of their jobs. The employees included direct service providers, agency administrators, and managers.

Findings

Structural equation modeling revealed that perceived job autonomy and perceived manager sentiment explained the relationship between managerial behaviors and job satisfaction, job strain, and turnover intentions. Although job self‐efficacy was significantly related to both supportive and unsupportive managerial behaviors, it did not explain the relationship between managers' support‐related behaviors and the outcomes of interest.

Research limitations/implications

Since these data are based on self‐reports, common method bias may have inflated the relationships among the variables. Also, ratings of supervisor behaviors and work‐related perceptions may have been confounded with other unmeasured individual differences, such as neuroticism, and optimism. In addition, the generalizability of the theoretical model is unknown because it was tested in one organization.

Practical implications

Managerial and leadership development programs can draw on the study findings about particular managerial behaviors that are linked to employees' perceptions of control and to their managers' sentiments about them, which in turn influence how they feel about their jobs and organizations.

Originality/value

Three original contributions of the study are that: it capitalizes on a detailed, inductively‐derived behavioral measure of managerial support; it examines the effects of both supportive and unsupportive managerial behaviors; and it responds to the call for studies investigating the mechanisms whereby support influences job‐related attitudes and strain.
Mental toughness: managerial and age differences
Authors: Marchant David C. , Polman Remco C.J. , Clough Peter J. , Jackson James G. , Levy Andrew R. , Nicholls Adam R.
Published: June 2009

Purpose

The purpose of this study is to investigate whether employees at various levels of managerial positions (e.g. senior, middle, and junior) exhibit different levels of mental toughness. In addition, the study seeks to explore possible effects of age on mental toughness.

Design/methodology/approach

A total of 522 participants working in UK‐based organisations completed demographic information and the Mental Toughness Questionnaire.

Findings

Results revealed significant main effects for both managerial position and age. Follow‐up analysis revealed that mental toughness ratings were higher in more senior positions, and that mental toughness generally increased with age.

Research limitations/implications

The main limitation of the study is its cross‐sectional design. Longitudinal studies investigating the development of mental toughness over time or the effect of mental toughness training are needed. It appears, however, that age plays a role in an individual's mental toughness profile. This suggests that increased exposure to significant life events may have a positive developmental effect on mental toughness.

Originality/value

The results of the study would suggest that mental toughness can be developed through appropriate training programmes.
Negative and positive spillover between work and home
Authors: Lourel Marcel , Ford Michael T. , Edey Gamassou Claire , Guéguen Nicolas , Hartmann Anne
Published: June 2009

Purpose

The purpose of this study is to test a model of the relations between positive and negative work‐to‐home interference home‐to‐work interference on perceived stress, and job satisfaction.

Design/methodology/approach

The mediating role of negative and positive work‐to‐home interference (WHI) and home‐to‐work interference (HWI) was examined. Perceived stress as a mediator was also tested. Data were obtained from a sample of 283 French employees.

Findings

The results of structural equation modeling indicated that perceived stress partially mediated the relationship between negative or positive work‐home/home‐work interference and job satisfaction. The implications and methodological limitations are discussed.

Practical implications

The study suggests the importance of studying relationships between work life and home life in organizational policies. Current research suggests that employee commitment is particularly high in organizations that have work‐life balance policies.

Originality/value

How home and work are related to perceived stress and job satisfaction is thus a crucial issue. In addition to the results reported here, the study conveys the complexity of the positive and negative relationships between the work domain and the home domain in a sample of French employees.
Impacts of cultural dimensions on healthy diet through public self‐consciousness
Authors: Sun Tao , Horn Marty , Merritt Denny
Published: June 2009

Purpose

The purpose of this research is to introduce and test a path model that explores the effects of Hofstede's cultural value dimensions on consumers' intention to eat a healthy diet, through the mediation of their public self‐consciousness.

Design/methodology/approach

A total of 21,974 subjects from 25 nations were surveyed in this cross‐cultural consumer study.

Findings

As the model demonstrated, individualism and uncertainty avoidance had negative impacts on public self‐consciousness, while power distance and masculinity positively affected public self‐consciousness, which in turn had a positive influence on consumers' intention to eat a healthy diet.

Originality/value

The study measured each nation's cultural values by assigning the national culture index scores originally computed by Hofstede. This operational approach made it possible to develop and test a hierarchical path model on the relationships among cultural values, mediating variables and consumer behaviors. It also used the 3M model as a theoretical structure for investigating the nomological validity of two new constructs that are relevant to the field of consumer marketing (i.e. public self‐consciousness and intention to eat a healthy diet). Managerial implications are provided.
The interactions of consumption characteristics on social norms
Authors: Lee Richard , Murphy Jamie , Neale Larry
Published: June 2009

Purpose

Using an extended theory of planned behaviour (TPB) model to test how customer loyalty intentions may relate to subjective and descriptive norms, this study further seeks to determine whether consumption characteristics – product enjoyment and importance – moderate norms‐loyalty relationships.

Design/methodology/approach

Using a two‐study approach focusing on youth, an Australian study (n=244) first augmented TPB with descriptive norm. A Singapore study (n=415) followed up with how consumption characteristics might moderate norms‐loyalty relationships. With both studies, linear regressions tested the relationships among the variables.

Findings

Extending TPB with descriptive norm improved TPB's predictive ability across studies. Further, product enjoyment and importance moderated the norms‐loyalty relationships differently. Subjective norm related to loyalty intentions significantly with high enjoyment, whereas descriptive norm was significant with low enjoyment. Only subjective norm was significant with low importance.

Research limitations/implications

Single‐item variables, self‐reported questionnaires on intended rather than actual behaviour, and not controlling for cultural differences between the two samples limit generalisablity.

Practical implications

The significance of both norms suggests that mobile firms should reach youth through their peers. With youth social pressure may be influential, particularly with hedonic products. However, the different moderations of product enjoyment and importance imply that a blanket marketing strategy targeting youth may not work.

Originality/value

The study extends academic knowledge on the relationships between norms and customer loyalty, particularly with consumption characteristics as moderators. The findings highlight the importance of considering different norms with consumer behaviour. The study should help mobile firms understand how social influences impact customer loyalty.
New Labour, Network Rail and the third way
Authors: Jupe Robert
Published: June 2009

Purpose

The paper aims to examine the role, funding and status of Network Rail, a very significant example of New Labour's attempt to operationalise the “third way”. The analysis of Network Rail is used to critique the “third way” approach to policy‐making in Britain.

Design/methodology/approach

The paper examines Network Rail, and the significant changes that have occurred since its creation, in the context of the claims originally made for the company by Transport Secretary Byers. It employs critical financial analysis and non‐financial performance indicators to examine the “third way” approach to rail privatisation, drawing on the work of its leading supporter in the UK, Giddens, and its leading critic, Callinicos.

Findings

The paper demonstrates that Network Rail is an expensive mechanism for channelling public money to private companies. It argues that the “third way” is really a smoke screen for the neo‐liberal ideology, behind which there is a continuing transfer of wealth from taxpayers to the private sector.

Research limitations/implications

The paper focuses on one significant example of the “third way” approach to policy making. It demonstrates the strength of the neo‐liberal ideology, particularly the belief in the value of privatisation, in the UK.

Practical implications

The findings of the paper have implications for public policy and for those affected by rail privatisation, including employees, passengers and taxpayers.

Originality/value

Researchers and practitioners working in the area of public sector management and reforms should find the paper of value.
Inertia and management accounting change
Authors: van der Steen Martijn
Published: June 2009

Purpose

This paper aims to investigate ways in which inertia obstructs the adoption of new management accounting rules. Drawing on the view of management accounting as organisational rules and routines, it aims to suggest various ways in which inertia can become more pronounced when new accounting rules challenge existing routines.

Design/methodology/approach

A longitudinal case study was conducted at one of the largest banks in The Netherlands. This bank introduced a program called “Results Oriented Management”, which produced various new management accounting rules.

Findings

The paper identifies various ways in which inertia manifested itself when new management accounting rules were introduced. Moreover, the paper shows that ambiguity and contradictions play an important role in the presence of inertia.

Research limitations/implications

The identification of individual‐level habits and scripts is a difficult undertaking. Through a focus on the performative and ostensive aspects of routines, some of the processes of inertia and change on an individual level are identified. This is a relevant method for students of management accounting change.

Originality/value

Although it is well known that routines can produce inertia, the process by which this inertia is manifested and how this affects the adoption of new management accounting rules is still unclear. The paper aims to contribute to this understanding.
Responsibility and accountability without direct control?
Authors: Agyemang Gloria
Published: June 2009

Purpose

This paper seeks to extend understanding of how being responsible and accountable for performance impacts on control processes between organisations.

Design/methodology/approach

The paper analyses empirical findings gathered from officers of two local education authorities about their control relationships with schools. It provides a Habermasian theoretically informed analysis of these control relationships. Control is studied as the steering processes that occur between organisations in response to regulation from government.

Findings

The LEA officers employ the language of influence to conceal ongoing direct forms of control over schools. As the officers attempt to demonstrate their accountability to the Department of Education and Skills, they use communication and information strategically to steer schools towards their ways of thinking.

Research limitations/implications

The paper focuses only on the views of LEA officers. Further research is required to ascertain the views of schools and other stakeholders in local education.

Practical implications

Where regulatory bodies demand performance accountability from organisations, appropriate control mechanisms are necessary to ensure that organisations work in transparent ways towards regulatory objectives.

Originality/value

Steering, responsibility, accountability and control are discussed in an educational context.
Methodological Insights
Authors: Brennan Niamh M. , Guillamon‐Saorin Encarna , Pierce Aileen
Published: June 2009

Purpose

This paper aims to develop a holistic measure for analysing impression management and for detecting bias introduced into corporate narratives as a result of impression management.

Design/methodology/approach

Prior research on the seven impression management methods in the literature is summarised. Four of the less‐researched methods are described in detail, and are illustrated with examples from UK annual results' press releases (ARPRs). A method of computing a holistic composite impression management score based on these four impression management methods is developed, based on both quantitative and qualitative data in corporate narrative disclosures. An impression management bias score is devised to capture the extent to which impression management introduces bias into corporate narratives. An example of the application of the composite impression management score and impression management bias score methodology is provided.

Findings

While not amounting to systematic evidence, the 21 illustrative examples suggest that impression management is pervasive in corporate financial communications using multiple impression management methods, such that positive information is exaggerated, while negative information is either ignored or is underplayed.

Originality/value

Four impression management methods are described in detail, illustrated by 21 examples. These four methods are examined together. New impression management methods are studied in this paper for the first time. This paper extends prior impression management measures in two ways. First, a composite impression management score based on four impression management techniques is articulated. Second, the composite impression management score methodology is extended to capture a measure for bias, in the form of an impression management bias score. This is the first time outside the USA that narrative disclosures in press releases have been studied.
Race, gender, and language concordance in the primary care setting
Authors: Martin Brian C. , Shi Leiyu , Ward Ryan D.
Published: June 2009

Purpose

The purpose of this paper is to examine race, gender and language concordance in terms of importance to primary care.

Design/methodology/approach

The 2003 Medical Expenditure Panel Survey Household Component (MEPS) was used. Four distinguishing primary care attributes and selected measures were operationalized primarily from a sample subset that identified a usual source of care (USC): accessibility to USC; interface between primary care and specialist services; treatment decisions; and preventive services received from the USC. Bivariate and multivariate results are reported.

Findings

Adjusting for covariates, the following items remained statistically significant: race – choosing primary care physician as USC, USC having office hours, and going to USC for new health problems; gender – choosing primary care physician as USC and USC having office hours; and language – lack of difficulty contacting the USC after hours. However, these items appear to be isolated cases rather than indicators that concordance plays a key role in determining primary care quality. Language barriers/communication issues are the only areas where improvement appears warranted.

Research limitations/implications

While the study has strong accessibility and interpersonal relationship measures, service coordination and comprehensiveness indicators are limited. The analyses' cross‐sectional nature also poses a problem in drawing causal relationships and conclusive findings. Finally, sample size limitations preclude stratified analyses across racial/ethnic groups, an important consideration as the relationships between concordance and quality may vary across groups.

Practical implications

This study indicates that more research is needed in this area to determine future resource allocation and policy direction.

Originality/value

The unique contribution of the study is to suggest that race and gender concordance may not accurately predict primary health care quality.
Working together?
Authors: Gross Revital , Tabenkin Hava , Porath Avi , Heymann Anthony , Porter Boaz
Published: June 2009

Purpose

This article aims to analyze existing and preferred labor divisions between physicians and nurses treating patients with hypertension and diabetes in managed care organizations.

Design/methodology/approach

A mail survey was conducted in 2002/2003 among a representative sample of 743 physicians employed by Israel's largest managed care health plans (78 percent response rate). A telephone survey among a representative sample of 1,369 hypertensive or diabetic patients (77 percent response rate) was also used.

Findings

Findings reveal a conspicuous gap between actual labor division and what physicians perceive to be ideal. Possible reasons for this gap are discussed and strategies for facilitating collaboration, which would improve service quality as well as work life quality for both physicians and nurses.

Originality/value

This study provides empirical data on the extent of nurse involvement in managed care organization chronic patient care, as well as comparing them to physicians' preferences regarding nurse involvement.
Factors affecting patient satisfaction and healthcare quality
Authors: Naidu Aditi
Published: June 2009

Purpose

The aim of this paper is to build a comprehensive conceptual model to understand and measure variables affecting patient satisfaction‐based healthcare quality.

Design/methodology/approach

A total of 24 articles from international journals were systematically reviewed for factors determining patient satisfaction and healthcare quality.

Findings

Patient satisfaction is a multi‐dimensional healthcare construct affected by many variables. Healthcare quality affects patient satisfaction, which in turn influences positive patient behaviours such as loyalty. Patient satisfaction and healthcare service quality, though difficult to measure, can be operationalized using a multi‐disciplinary approach that combines patient inputs as well as expert judgement.

Research limitations/implications

The paper develops a conceptual model that needs to be confirmed empirically. Also, most research pertains to developed countries. Findings are presented that may not be generalized to developing nations, which may be quite different culturally.

Practical implications

The paper has direct implications for health service providers. They are encouraged to regularly monitor healthcare quality and accordingly initiate service delivery improvements to maintain high levels of patient satisfaction.

Originality/value

The paper collates and examines recent healthcare quality study findings. It presents a comprehensive, conceptual model encompassing research work and a holistic view of various aspects affecting patient satisfaction and healthcare quality. Although a large amount of healthcare quality research has been done, each studying a particular service, this paper comprehensively brings together various research findings.
Reforming the Bangladesh healthcare system
Authors: Al Mahdy Husayn
Published: June 2009

Purpose

Bangladesh has an outdated healthcare system that has not changed since its independence in 1971. The aim of this paper is to look into how the Bangladesh healthcare system can be reformed.

Design/methodology/approach

This paper is literature‐based and a personal reflection on one country's health system.

Findings

Widespread dissatisfaction exists in the population and amongst doctors about healthcare delivery.

Practical implications

Major issues causing healthcare user dissatisfaction are discussed and recommendations for reform are suggested.

Originality/value

The paper provides an independent account of one country's healthcare policy and practice.
Frank Gilbreth and health care delivery method study driven learning
Authors: Towill Denis R.
Published: June 2009

Purpose

The purpose of this article is to look at method study, as devised by the Gilbreths at the beginning of the twentieth century, which found early application in hospital quality assurance and surgical “best practice”. It has since become a core activity in all modern methods, as applied to healthcare delivery improvement programmes.

Design/methodology/approach

The article traces the origin of what is now currently and variously called “business process re‐engineering”, “business process improvement” and “lean healthcare” etc., by different management gurus back to the century‐old pioneering work of Frank Gilbreth. The outcome is a consistent framework involving “width”, “length” and “depth” dimensions within which healthcare delivery systems can be analysed, designed and successfully implemented to achieve better and more consistent performance.

Findings

Healthcare method (saving time plus saving motion) study is best practised as co‐joint action learning activity “owned” by all “players” involved in the re‐engineering process. However, although process mapping is a key step forward, in itself it is no guarantee of effective re‐engineering. It is not even the beginning of the end of the change challenge, although it should be the end of the beginning. What is needed is innovative exploitation of method study within a healthcare organisational learning culture accelerated via the Gilbreth Knowledge Flywheel.

Research limitations/implications

It is shown that effective healthcare delivery pipeline improvement is anchored into a team approach involving all “players” in the system especially physicians. A comprehensive process study, constructive dialogue, proper and highly professional re‐engineering plus managed implementation are essential components. Experience suggests “learning” is thereby achieved via “natural groups” actively involved in healthcare processes.

Originality/value

The article provides a proven method for exploiting Gilbreths' outputs and their many successors in enabling more productive evidence‐based healthcare delivery as summarised in the “learn‐do‐learn‐do” feedback loop in the Gilbreth Knowledge Flywheel.
Four years beyond tsunami
Authors: Sahai Achuthan Nisha
Published: June 2009

Purpose

The purpose of this paper in respect of tsunami‐affected villages in Tamil Nadu undertaken in a field trip in June 2005, and updated through online research is to first provide an overview of discrete, ongoing initiatives by different stakeholders – NGOs; Government and UNDP; Government's announcement to have a tsunami early warning system for the Indian Ocean in place by mid‐2007, paralleled by a partnership of different stakeholders to launch a pan‐India village‐info‐kiosk movement in July 2005.

Design/methodology/approach

The first step was to identify existing reports/programmes on disaster preparedess and mitigation, and then track the progress of the implementation of initiatives by different stakeholders. While highlighting the need for coordinated action, the author also proposed initiating a pilot project in two‐three pre‐selected village‐sites, which in turn could be upgraded to make them “Multi hazard‐ready”.

Findings

While the initiatives by different stakeholders were aimed at covering the targeted villages, as per their respective plans – there was as yet little visible attempt to privilege the tsunami‐affected villages, as was being done with their recovery efforts. Significantly, there was no mention of the proposed post tsunami Central Recovery Resource Center (CRRC) at Chennai “to meet the need for a coordinated action by all stakeholders” in the course of the discussions of early June, nor a reference to the potential for such a forum to deliberate on a coordinated Multi hazard, early warning action plan along the lines highlighted through vertical and horizontal linkages.

Practical implications

While the above activities were not part of a grand design – conceptualized, implemented and overseen by an over arching coordinating agency, nevertheless, together they add up to a broad based comprehensive DM resource base/infrastructure upon which hopefully an agency like the INCOIS in coordination with different stakeholders – possibly under the aegis of the Chennai CRRC – could build up its mandated tsunami – multi hazard – early warning system and its dissemination to the village‐level in TN.

Originality/value

The paper serves as a “one window resource guide” to provide at least the contours of a road map pointing to one of the few possible ways on how to go about a risk management plan in a coordinated and focused mode.
Managing crisis response communication in construction projects – from a complexity perspective
Authors: Zhong Ying , Pheng Low Sui
Published: June 2009

Purpose

The number of crisis incidents and their severity is rising along with the growing complexity of technology and society. There are enumerable incidents that can interrupt progress in construction projects. The crisis response phase puts the project organization's established normal communication systems and processes under enormous and additional pressure. The aim of this paper is to make a contribution to link and extend the knowledge of complexity theory on communication management in the context of the crisis response. This paper aims to propose and refine a conceptual framework for understanding the underlying pattern of communication behavior and decisions of human systems in response to a crisis and to investigate how to enhance the organization's adaptability and resilience in the event of a crisis.

Design/methodology/approach

The paper reviews, proposes and refines a conceptual complexity‐informed framework for effective crisis response communication management.

Findings

Conventional crisis response communication models and management are grounded on the linear, command‐and‐control principles of “scientific management”, that they are rather limited in describing flexible reactions to the changing circumstances and explaining the dynamic and complex crisis response situations. The paper breaks out of this mould to propose an alternative model for crisis response communication based on complexity theory.

Practical implications

The conceptual model proposed in the paper suggests that while the behavior of these complex systems cannot be predicted all the parts nevertheless self‐organize, learn and adapt to their dynamically changing environment.

Originality/value

In terms of this proposed conceptual framework, a flexible and adaptive management approach for the construction project manager to communicate and respond quickly and effectively in the midst of a crisis is suggested.
Causes of slope instability in the Himalayas
Authors: Singh Ashish Kumar
Published: June 2009

Purpose

The purpose of this paper is to attempt to generate a better, systematic and scientific understanding of the basic reasons behind slope instability to help in developing the basic principles of landslide hazard zonation, monitoring and forecasting of landslide hazards for better and more effective landslide hazard mitigation and management.

Design/methodology/approach

The study is based on extensive field observations and intensive reviews of literature from secondary sources.

Findings

Mass movements especially landslides as they are known to common man are a recurring natural phenomenon and are an integral part of any geological/geomorphological circle of landform development through sequential development of slopes in any elevated region and especially in young fold mountain chains.

Practical implications

The paper presents a valuable insight into the basic reasons behind a landslide to spread awareness, to educate and sensitize people towards better and effective landslide hazard mitigation and thereby ensure people's participation in disaster management. It also aims to initiate and encourage research in the field of landslide management.

Originality/value

Landslides occur frequently and without any appreciable warning as such causing havoc and often insurmountable damage to life and property but despite their uncertainty, their causative factors and indicators of slope instability are very well known to an extent that the magnitude of these events, susceptible areas, the timing of such events and their potential impact can be studied, analyzed and evaluated on the basis of past occurrences and existing knowledge to mitigate their impact. The real value of the present study is to minimize losses due to landslides through better knowledge and enhanced levels of understanding of the phenomenon and its management by simply avoiding those particular reasons that could lead to slope instability problems.
Earthquake safety elements in traditional Koti Banal architecture of Uttarakhand, India
Authors: Rautela Piyoosh , Chandra Joshi Girish
Published: June 2009

Purpose

Despite being located in earthquake sensitive region and often experiencing seismic tremors the State of Uttarakhand in the Indian Himalayas exhibits an elaborate tradition of constructing multistoreyed houses. Both the local dialects of the State (Kumaoni and Garhwali) have unique words for identifying four different floors of a building. This is suggestive of a common occurrence of multistoreyed structures in the region. This paper attempts to establish that the people inhabiting this rugged earthquake prone terrain have evolved the art of constructing earthquake safe structures well before the evolution of the structural engineering principles governing such a construction.

Design/methodology/approach

Detailed investigations were undertaken in the area to establish the antiquity of the traditional structures, as were also earthquake safety provisions incorporated traditionally in these. Radiocarbon dating of the wood used in the structures was used to establish the time of the construction of these structures.

Findings

Investigations suggest that the region has evolved a distinct, elaborate and magnificent earthquake‐safe construction style. This construction style, designated Koti Banal architecture, attained its zenith around 880 years ago. This architectural style exhibits the existence of elaborate procedures for site selection, preparing the platform for raising the multistoreyed structure, also for the detail of the entire structure that was constructed on principles somewhat akin to that of framed structures of modern times.

Research limitations/implications

The representative structures of this architecture are observed to be deteriorating fast due to lack of patronage, resources and awareness. This article brings forth awareness regarding the heritage value of these structures, enabling organized efforts for the conservation and upkeep of these structures.

Originality/value

This article is the result of original research undertaken by the authors and paves the way for the conservation of the age old traditional structures.
The accident of passenger‐car vessel Samina Express (2000), when 80 persons died
Authors: Goulielmos Alexandros M. , Goulielmos Markos A. , Gatzoli Androniki
Published: June 2009

Purpose

The purpose of this paper is to inform readers comprehensively and sufficiently about the marine accident of MV Samina Express with 80+2 dead in the Aegean Sea in September 2000.

Design/methodology/approach

The paper uses analysis of court and experts as well as published papers on the accident using nonlinear management techniques.

Findings

When dialogue and communications in shipping companies fail then accidents to vessels result.

Research limitations/implications

There was difficult access to court material and limited information on actual causes and the action of payers.

Practical implications

Open communications can aid in finding the cause of accidents.

Originality/value

The paper reveals the causes of accident due to human errors in a clear way; it outlines the responsibility of the captain as manager of the ship; and shows where and why the dialogue and communication fails.