bluuebunny/crossref_metadata_2025 huggingface dataset:
Accountability structures and management relationships of internal audit
Authors: Leung Philomena , Cooper Barry J. , Perera Luckmika
Published: October 2011

Purpose

The purpose of this study is to examine the accountability structures and the management relationships of internal audit. In particular, related issues such as the predominant internal audit objectives and the related functions, the extent to which internal audit addresses any financial reporting risks and the manner in which internal auditors in Australia perform their tasks, are identified. The study also looks at the extent of compliance with the Institute of Internal Auditors (IIA) Standards.

Design/methodology/approach

Based on a survey of the chief audit executives in Australia, the study identifies the reporting mechanisms, functions and relationships of internal audit, including the contributions made towards good corporate governance. There is, however, some misalignment between the aspirations of internal auditors and their relationships with management.

Findings

While internal audit objectives have been established with a focus on controls, risks and governance, the study has highlighted the fact that there is a lack of correlation between the tasks performed by internal auditors and the important internal audit objectives, with the exception of internal control and risks. The results also suggest that internal auditors have been providing an internal consulting and advisory role in matters concerning IT systems, strategic risks and financial issues. If internal auditors are to proactively contribute to good corporate governance, they need to define how, and in what way, this can be done. In regard to corporate governance processes, the results of the research indicate that issues surrounding internal control, risk assessment and management processes are regarded as the key factors for internal audit to contribute to good corporate governance.

Originality/value

This study complements and contributes to the existing literature in providing insights into the evolving role of the internal audit function in terms of accountabilities and relationships with management. It also provides a valuable insight into how the internal audit profession can build upon its inherent strengths and address any apparent areas of concern. This will assist both the profession and policy makers alike, in better understanding and improving the role of the internal audit process.
Risk‐related disclosures by non‐finance companies
Authors: Oliveira Jonas , Lima Rodrigues Lúcia , Craig Russell
Published: October 2011

Purpose

The purpose of this paper is to assess the risk‐related disclosure (RRD) practices in annual reports for 2005 Portuguese companies in the non‐finance sector.

Design/methodology/approach

The paper conducts a content analysis of a sample of 81 companies (42 listed and 39 unlisted). In considering corporate governance effects, the sample is reduced to the 42 listed companies that are required to disclose a corporate governance report.

Findings

Implementation of IAS/IFRS and the European Union's Modernisation Directive in 2005 did not affect the quantity and quality of RRD positively. Disclosures are generic, qualitative and backward‐looking. Public visibility (as assessed by size and environmental sensitivity) is a crucial influence in explaining RRD: companies appear to manage their reputation through disclosure of risk‐related information. Agency costs associated with leverage are important influences also. In listed companies, the presence of independent directors improves the level of RRD.

Research limitations/implications

Content analysis does not allow readily for in‐depth qualitative inquiry. The coding instrument is subject to coder bias. Information about risk can be provided in sources other than annual reports. The study is confined to one year/one country and pre‐dates the global financial crisis (GFC) (2008) and the implementation of IFRS 7 (2007).

Originality/value

The results point to the desirability of enhancing accountability by mandating further disclosure of substantive and relevant risk‐related information in company annual reports. The RRD observed are shown to be explained by a confluence of agency theory, legitimacy theory and resources‐based perspectives.
Big box libraries: beyond restocking the shelves with books
Authors: Lesneski Traci
Published: October 2011

Purpose

The purpose of this paper is to explore the opportunities, implications, and challenges of reusing big box retail stores for library facilities.

Design/methodology/approach

The paper's approach is research using the Wal‐Mart Realty database, NCES data on public libraries, and recent research on suburban design issues, as well as first‐hand accounts of successful conversions of big boxes into library facilities.

Findings

The research finds: a parallel between the three key objectives in planning a library facility – location, size, and budget – and the measures used by retailers to determine the presences of a big box retail store in a community; the size of big box retail stores often comparatively relates to the target library size of a community; renovating big boxes is an affordable alternative to building new library facilities; and reuse of big boxes for libraries requires reimagining the structure to convey the identity of the library in the community in order to be truly successful.

Research limitations/implications

There are few existing examples of big box conversions into library facilities.

Practical implications

The results encourage communities to explore the option of converting big box retail stores into libraries.

Social implications

Consideration of converting big boxes into library facilities enhances recycling and sustainable design awareness and brings focus to the concept of libraries as community centers.

Originality/value

The stock of empty big box buildings is increasing, at just a time when libraries are looking for ways to expand to accommodate new uses, service styles and user expectations. To date, very few of these buildings have been transformed into vibrant library buildings. This article examines the suitability of the big box for use as a library.
Public libraries and the national minorities of Sweden – results of a national survey
Authors: Hansson Joacim
Published: October 2011

Purpose

The purpose of the paper is to report the findings of a Swedish national survey study finalised in late 2010. The purpose of the project was to create a picture of Swedish library services directed to the five minority groups defined as “national minorities” in the country: Romani, Sámi, Jews, Tornedalians and Swedish Finns. The study focuses on media, cultural activities, and co‐operation.

Design/methodology/approach

In the study, a survey questionnaire was used as the primary method. The questionnaire was sent to all 289 county libraries of Sweden. A total of 181 were returned and used in the study. The theoretical stance is emancipatory in that it takes the position that libraries may play a vital role not only for the social integration of the concerned minority groups, but also for spreading interest in, and understanding of, the unique identities of these groups in the majority society.

Findings

The findings of the study show that Swedish public libraries have very limited services towards the national minority groups in focus. In some cases, like service to the elderly and out‐reach activity, no activity whatsoever could be measured.

Originality/value

The research reported in the article is original in that it is the first time that the services to the national minority groups of Sweden are mapped and measured at a national level. The value of the result is high as it shows major weaknesses in library services and the study provides a good point of departure for developing minority services in Swedish libraries.
Academic libraries – measuring up: assessment and collaboration for student success
Authors: Besara Rachel , Kinsley Kirsten
Published: October 2011

Purpose

This paper aims to describe how the Florida State University Libraries used assessment data with other campus partners to gain funding and resources for new initiatives. When general funding sources were threatened, alternative funding sources from these campus partners were used to jump‐start new initiatives designed to enhance student success.

Design/methodology/approach

This paper is a case study of how assessment data fueled the creation of a new late‐night peer‐tutoring program at the Florida State University Libraries. The three main data conduits that inspired a new tutoring program were: an ethnographic study of undergraduate students, undergraduate courses with high failure/high enrolment/high drop rates, and an environmental scan of existing campus tutoring.

Findings

Sharing assessment data with key partners can leverage funding and resources for new initiatives.

Social implications

In hard budgetary times, opportunities for funding and resources may arise when shared values between campus constituencies are met with assessment data. Libraries need to take a leadership role in gathering and sharing those data with other campus constituents in order to place libraries in a strategic position to receive alternative funding for shared initiatives.

Originality/value

Other libraries may use this case as a model, sharing their assessment results with the campus community, especially with those campus constituencies where there is a relationship already in place, to garner further support for piloting innovative services.
The academic librarian and the academe
Authors: Mavodza Judith
Published: October 2011

Purpose

This paper aims to examine the increased lack of clarity about the professional role of academic librarians, and where the future lies in the academic environment during this period of fast information environment change.

Design/methodology/approach

The paper takes the form of a literature review and commentary on developments in the area of academic librarianship in a new information environment.

Findings

The profession is finding ways to become equipped and incorporate new technologies into the existing framework of high‐quality information service delivery. As the demands and wishes of end users transform, librarians have sought to re‐define what the library building and services mean to those who use the library. Because the nature of the content librarians work with is dramatically re‐structuring, so the profession is experimenting with new ideas for its capture, organization and delivery.

Practical implications

It is important for academic librarians to work towards the transformation of their relationship with faculty to emphasize an ability to assist them with integrating information technology and library resources into courses. This is based on collaboration and networking.

Originality/value

The paper reveals that change is happening in a new, increasingly competitive information environment in which the academic library is no longer necessarily the conventional resource of first choice for the academe it exists to serve.
Digital surrogate preservations of manuscripts and Iranian heritage: enhancing research
Authors: Madden Karl , Seifi Leili
Published: October 2011

Purpose

The purpose of this paper is to provide a general review and historical context for digitization and interdisciplinary research involving digital surrogates of historical Persian manuscripts in the National Library and Archives of Iran and similarly engaged institutions.

Design/methodology/approach

The paper explores interdisciplinary aspects of Persian art, poetry, science, and philosophy, as revealed in the scrutiny of digitized manuscripts. It explores the enhancement of Persian, Iranian and Islamic cultural heritage research. It discusses benefits and concerns in conceptual contexts of library and information science literature. It references some manuscript digitization projects involving Islamic heritage, including the HARAM online manuscript service of the National Library and Archives of Iran (NLAI). It addresses issues of availability and access in global contexts.

Findings

Manuscript digitization, placed in the context of interdisciplinary research, reveals modern correlations to the interdisciplinary nature of ancient Persian arts and sciences — and to the purpose of digitization — as appropriate to an historical continuum of Persian written literacy and traditional Islamic cultural heritage.

Practical implications

For future contexts of digital global research, research involving many interrelated fields will benefit from use of digital manuscript surrogates. Institutional cooperation will be necessary. The physical conservation of fragile materials also benefits. Historical contexts should be observed, and preserved with the materials.

Originality/value

This paper shows that interdisciplinary research in international universities, libraries, museums, archives, government agencies, and other public institutions uniquely benefits from access to digitized manuscripts. It provides contexts for solving problems of physical manuscript decay and destruction.
QR codes in the library
Authors: Massis Bruce E.
Published: October 2011

Purpose

The purpose of this column is to examine the use of quick response (QR) codes in libraries and the variety of uses suggest specific uses of this motivating technology for libraries to enhance their own offerings to users with greater potential and possibilities.

Design/methodology/approach

The paper takes the form of a literature review and commentary on this topic that has been addressed by colleague institutions.

Findings

QR codes are being used in libraries in numerous and creative ways.

Originality/value

The value in addressing this issue is to examine the methods by which libraries are using these codes to address information enhancements regarding available services.
The Open Science: the OAI7 Workshop in Geneva (Switzerland) – June 2011
Authors: Accart Jean‐Philippe
Published: October 2011

Purpose

The workshop is aimed at those involved in the development of open access (OA) repositories and who can influence the direction of developments either within their institution, their country or at an international level.

Design/methodology/approach

The University of Geneva and CERN held the 7th Workshop on Innovations in Scholarly Communication (OAI7) from 22 June 2011 to 24 June 2011 in the beautiful city of Calvin and Rousseau, in the heart of the Alps and close to the worldwide famous Lake of Geneva. It has been several years that the University of Geneva and CERN co‐organized the workshop, which became a “must to be” in the science profession. Some figures: several hundred of the participants coming mostly from Western countries, more than 30 papers and ten tutorials; and some famous sponsors such as UNESCO, SPARC Europe, ExLibris, Microsoft Research and Springer, etc. The OAI7 Workshop followed the successful format of previous workshops mixing practical tutorials, presentations from cutting‐edge projects and research, discussion groups, posters, and an intense social programme to maximise interaction and communication. Previous workshops have built a strong community spirit and the event is a unique opportunity to exchange ideas and contact details with the wide range of people connected to the OA movement. The OAI series of workshops is one of the biggest international meetings in this field and takes place roughly every two years.

Findings

Ownership, copyright, cost, new developments, OA publishing, e‐research, data curation, research funding and institutional repositories can all be linked to OA. In this context it makes more sense, can play a bigger role, and eventually become a feature of local scholarship practice.

Originality/value

The paper reports on the findings of the OA17 workshop.
The New Media Consortium Annual Conference, Madison, Wisconsin, June 15‐18, 2011
Authors: Sloan Jane , Denda Kayo
Published: October 2011

Purpose

The purpose of this paper is to provide a description of the 2011 New Media Consortium Annual Conference that allows readers to appreciate the extent and level of activity that takes place there.

Design/methodology/approach

The article is derived from a journalistic eye‐witness and academic participant approach.

Findings

Provides information about panels and workshops attended, and recognizes the importance of their multimedia content to media centers and librarianship in the future.

Originality/value

This paper represents the first report of this annual conference in the library literature; as such it points to the growing importance of multimedia in libraries.
The AAAS 2011 Annual: Science Without Borders
Authors: Mihram Danielle , Arthur Mihram G.
Published: October 2011

Purpose

This paper seeks to report on six Symposia offered at the 2011 Annual Meeting of the American Association for the Advancement of Science (AAAS), held 17‐21 February 2011 in Washington, DC. This 177th Meeting's theme was “Science without Borders.”

Design/methodology/approach

The report for each symposium includes internet links and bibliographic citations leading to information that further supports and enriches the information provided in the speakers' presentations.

Findings

An enhanced report was presented for each presentation for each symposium.

Originality/value

Several symposia, relating to: global collaboration; the digitization of science; publications without borders; and, teaching, learning, and research in the digital age, are covered in this report. The paper provides a documented insight on the most recent advances in research described by each symposium's presenter.
A study of metadata standards
Authors: Anil Hirwade Mangala
Published: October 2011

Purpose

The purpose of this paper is to investigate the metadata standards available worldwide and to study those in detail. The paper presents the detailed analysis of these standards.

Design/methodology/approach

The methodology adopted was investigative. Data were collected through e‐mails and visiting the relevant web sites.

Findings

No one existing metadata standard covers all the required facets. In such cases, an implementer is require to create a new scheme with the desired metadata elements but such schemes create a number of issues in interoperating. Another solution to this problem is to create extra elements to fill gaps in the coverage. Interoperability problems can be overcome by publications of new elements declaring their definitions, formats and so on.

Originality/value

Few studies have compared some of the well‐known standards. This study gives a detailed analysis of the metadata standards available worldwide and it will help in comparing and adopting the required standard for the repositories.
A stakeholder approach to international and national sport sponsorship
Authors: Tsiotsou Rodoula
Published: October 2011

Purpose

Using a stakeholder perspective, this paper aims to investigate the effectiveness of sponsorship as a business investment by assessing the impact of sponsorship announcements on the shareholders' reactions of the sponsoring firms. These reactions are examined in two different occasions: in an international mega sport event such as the Olympic Games and in sport organizations such as sport federations/associations.

Design/methodology/approach

Event study analysis by using multiple regression models and bootstrapping techniques were employed to study the effects of sponsorship announcements. The sample consisted of sponsors of the 2004 Olympic Games and sponsors of national sport federations.

Findings

Overall, the results of the study did not indicate any significant effects of sponsorship announcements on the stock prices of sponsoring firms, suggesting that shareholders' reactions to this business activity are limited.

Originality/value

This is the first research initiative that utilizes a stakeholder approach in examining sponsorship effectiveness. The findings provide evidence that shareholders do not perceive sport sponsorships as business investments due to limited information provided by the sponsoring firms. In addition to theoretical and practical implications, the study proposes a new methodological approach in evaluating the impact of sport sponsorship. Multiple regression models applying bootstrap techniques to avoid data distribution and small sample problems are recommended.
Sponsorship‐linked marketing: a set of research propositions
Authors: Nickell David , Bettina Cornwell T. , Johnston Wesley J.
Published: October 2011

Purpose

The purpose of this paper is to review the existing literature on sponsorship‐linked marketing and to present a set of research propositions.

Design/methodology/approach

The approach to the research propositions was to explore the existing literature to discover areas where opportunities for further research exist.

Findings

The authors propose that not only does sponsorship‐linked marketing influence attitudes towards the sponsor, but that the relationship is that of an S‐shaped curve where the incremental impact of sponsorship is slight for brands with very little or very strong attitudes established towards the brand. The most dramatic influence that sponsorship‐linked marketing will have is for those sponsors with a moderate amount of established brand attitude. The authors also present an argument that extreme congruity or extreme incongruity will drive brand awareness more dramatically than an expected level of sponsor‐property congruity, thus suggesting a U‐shaped relationship between awareness and congruency. Moreover, while an extremely incongruent partnership may gain widespread attention, it is unlikely to positively influence an emotional or behavioral response for either the property or sponsor.

Originality/value

The majority of the previous literature regarding sponsorship‐linked marketing proposed or assumed a linear relationship between current brand attitudes and the impact of a sponsorship. This paper suggests that this relationship is actually non‐linear and is, in fact, an S‐shaped relationship. Further, while congruency was believed to be linearly related to awareness, this paper proposes that the association between awareness and congruency is a U‐shaped phenomenon.
The dynamics of relationship marketing in international sponsorship networks
Authors: Cobbs Joe B.
Published: October 2011

Purpose

While various scholars have identified relationship marketing objectives as a rationale for sports sponsorship engagement, analytic investigations of the implications of a relational approach to the corporate sponsorship network have been slow to materialize. The purpose of this paper is to advance the discussion of sponsorship as a means of industrial sports marketing towards a network conceptualization, which can be dissected from both the perspective of the sponsoring firms and that of the sponsored enterprise.

Design/methodology/approach

This paper employs an illustrative case‐based approach to the application of network analysis tools as a means of exploring the relationship marketing dynamics of corporate sponsorship portfolios.

Findings

Several research propositions and applicable network analytics are presented within the context of Formula One racing team sponsorship portfolios. The concepts of network range, density, power, growth, and social capital are explored in regards to their influence on network actors and prospective actors.

Practical implications

Though often neglected in sponsorship research, B2B relational objectives are the focus of this paper, where various evaluative methods are suggested and their dynamic implications illustrated.

Originality/value

By utilizing an international contextual case and explicating several analytic network measures, this research extends the investigation of sports sponsorship beyond the image and awareness‐based objectives that have dominated this area of research. This application of social network analysis to the study of inter‐organizational networks in sport builds on the discussion of sponsorship as a bilateral relationship and advances the dialog towards a broader exploration of corporate sponsors and sport enterprises as network partners.
International sport marketing: practical and future research implications
Authors: Ratten Vanessa , Ratten Hamish
Published: October 2011

Purpose

Sport is a global product and service that many people around the world enjoy playing, watching and participating in. Whilst there has been an abundance of global media attention on sporting events such as the Olympics and World Football Cup, there seems to be a lack of integration between the sports marketing and international business disciplines both from a practical and also academic standpoint. This paper aims to discuss international sport marketing and why it is an important attribute of business‐to‐business marketing.

Design/methodology/approach

The aim of the paper is to provide practical implications and research avenues for those seeking to further investigate international sport marketing as a unique area of academic research. The introduction to the paper focuses on the importance of sport to the global economy and how entrepreneurship is ingrained in many sport businesses and organizations. Next, different areas of international business management that relate to entrepreneurial sport marketing ventures are discussed in terms of future research directions and practical implications. These include how entrepreneurial sport ventures affect internationalization, branding, corporate social responsibility, tourism, regional development, marketing and action sports.

Findings

The paper concludes by finding that there are numerous research avenues for future research on international sport marketing that combine different areas of marketing together with the sport marketing and international business literature. In addition, there is enormous potential for linking the sports marketing and international business literature through focusing on entrepreneurial sport ventures that occur worldwide.

Research limitations/implications

The authors demonstrate the need to take an international perspective of sports marketing and business‐to‐business relationships.

Practical implications

The paper discusses how and why sport firms interact in the international marketplace and how future competition will benefit from more sport‐based business‐to‐business partnerships.

Originality/value

The paper examines the important area of international sports marketing and how businesses that are both profit and non‐profit orientated collaborate. The paper explores the concept of international sports marketing, and discusses the practical and future research implications of this exciting new field of marketing research.
Service with personality: a note on generalizing personality across services contexts
Authors: Spielmann Nathalie , Babin Barry J.
Published: October 2011

Purpose

This paper aims to address the generalizability of the services personality concept and to propose a way of operationalizing personality across service contexts, not just retail/services brands. Interpersonal services seem especially relevant for analyzing using the personality concept because of the importance of human interaction within these contexts and because personality itself is socially molded. The personality‐based image perception can thus be useful in establishing branding strategies.

Design/methodology/approach

An empirical study using exploratory and confirmatory factor analysis provides analytical results based on a sample of over 600 respondents' personality perceptions across three different services categories. A multi‐group SEM approach then tests the resulting measurement theory and examines its generalizability across three different interpersonal service contexts.

Findings

The results suggest that the services personality scale: displays strong construct validity; meets criteria for metric invariance across multiple contexts; offers a more complete explanation of service expectations relative to alternative measures; and potentially offers a dynamic explanation of consumers' expectations of the services brand.

Practical implications

Managerially, the services personality measure provides a tool for services retailers potentially useful in evaluating their respective service environments and thereby better understanding their relative market positioning. The approach may prove useful for perceptual mapping and competitive analysis.

Originality/value

Distinct from the current research that very often concentrates on a single service type using attribute‐based evaluations, this research validates the use of a personality‐based services approach across multiple interpersonal services contexts. Four services personality dimensions are validated which display good generalizability across contexts and good predictive validity as well.
Achieving customer satisfaction in services firms via branding capability and customer empowerment
Authors: O'Cass Aron , Viet Ngo Liem
Published: October 2011

Purpose

The goal of this paper is to investigate how market sensing (market orientation) and customer linking capabilities (service branding and customer empowerment capabilities) enable firms to achieve superiority in customer satisfaction.

Design/methodology/approach

To achieve this goal, a conceptual model was developed, specifying the mediating role of branding and customer empowerment capabilities in the relationship between market orientation and customer satisfaction. The model was tested using partial least squares, on 266 responses obtained via an online survey conducted amongst executives of services firms in Australia.

Findings

The findings show that possessing a strong service branding capability and co‐opting customer involvement through customer empowerment in the marketing effort is essential for services firms to realize the potential value of market orientation. This is important if the firm wants to translate the understanding gained from market intelligence (via market orientation as the “know‐what” capability) into superior customer satisfaction.

Practical implications

Through interaction activities that centre on utilizing market intelligence and shared sense of brand meaning, customer empowerment practices help institutionalize market orientation and service firms branding capability.

Originality/value

This study offers a greater understanding of the underlying processes (i.e. service branding and customer empowerment capabilities) which market orientation works through to contribute to customer satisfaction.
The influence of the employer brand on employee attitudes relevant for service branding: an empirical investigation
Authors: Schlager Tobias , Bodderas Mareike , Maas Peter , Luc Cachelin Joël
Published: October 2011

Purpose

There is scientific consensus that employees' attitudes have a fundamental impact on customers' experiences. This paper seeks to focus on how to create favourable employee attitudes that are relevant for the creation of the service brand. In this context, the aim is to develop a framework that combines the concept of the perceived employer brand with employee outcomes that are relevant for service branding.

Design/methodology/approach

Empirical data were collected from a sample (n=2,189) of a worldwide operating insurance company. Data analysis was performed using structural equation modelling.

Findings

First, the findings underpin the idea of a relationship between the perceived employer brand and service branding. Second, the influence of particular drivers for employee attitudes is determined.

Research limitations/implications

Research is based on data from only one company. Furthermore, customer outcomes are not investigated directly. Thus, research needs to be taken further by investigating the creation of a service brand, simultaneously exploring employees' attitudes and customers' experiences.

Practical implications

Influencing customer experiences is a complex process that involves interactions among several stakeholder groups. In order to raise efficiency, it is proposed that companies focus on creating a strong employer brand as this constitutes an efficient way of service branding.

Originality/value

This paper highlights the influence of the perceived employer brand on employees' attitudes, which is especially important in service settings. The investigation of customer‐relevant employee attitudes emphasises the significance of creating a strong employer brand. Furthermore, long‐term effects are considered by investigating the influence of the perceived employer brand on potential employees' identification.
Re‐examining the effect of service recovery: the moderating role of brand equity
Authors: Huang Min‐Hsin
Published: October 2011

Purpose

The purpose of this study is to investigate the role of brand equity in handling service failure and examine the effects of brand equity on service recovery.

Design/methodology/approach

A conceptual framework is proposed which includes that satisfaction, as a mediator, accounts for the relationship between service recovery attributes (distributive, procedural, and interactional justice) and post‐recovery behavior (repatronage intentions and word‐of‐mouth behavior). More importantly, brand equity is used to serve as the moderator in the hypothesized research model. Structural equation modeling techniques are applied to data collected from a field study in Taiwan to test the framework.

Findings

Results from the current field study found that strong brand equity provides an overall advantage over weak brands in increasing service recovery satisfaction and behavior intentions (repatronage intentions and word‐of‐mouth behavior).

Research limitations/implications

The data used in this study were collected in a single metropolitan area in Taiwan. Future research might be conducted in a variety of countries.

Practical implications

Service recovery strategies in responding to service failures are part of the critical task for service managers. This paper suggests that building brand equity is a means by which post‐failure satisfaction and behavioral intentions may be enhanced.

Originality/value

This is the first study to completely compare the high brand equity with low brand equity in the effect of service recovery.
How brand innovativeness and quality impact attitude toward new service line extensions: the moderating role of consumer involvement
Authors: Boisvert Jean , Ashill Nick J.
Published: October 2011

Purpose

The purpose of this study is twofold: first, to assess the impact of extension innovativeness on attitude towards service line extension and the mediating role played by extension quality (in relation to the parent brand); second, to examine the effect of consumer involvement as a moderator of the relationship between extension quality (in relation to the parent brand) and attitude towards the extension.

Design/methodology/approach

An empirical investigation using a survey methodology was conducted with a sample of 664 respondents. The structural model was assessed using partial least squares (PLS graph).

Findings

The results suggest that in launching a new service line extension perceived quality of the extension (in relation to the parent brand) has a direct impact on attitude towards the service line extension and mediates the effect of perceived extension innovativeness on extension attitude. The findings also suggest that consumer involvement in the extension moderates the relationship between extension quality (in relation to the parent brand) and attitude towards the extension.

Research limitations/implications

Line extensions of other types of services and consumer goods could be investigated in futures studies. Involvement is a multidimensional construct. Other dimensions of involvement could be tested in similar contexts.

Practical implications

This study is important for managers of newly created service branches. In launching a new service line extension, marketers must be careful in developing the quality of the service as well as managing its innovation as both factors influence attitude and behavioral intention outcomes. Also, the moderating role of involvement indicates that managers must attempt to reduce risk perceptions during launch.

Originality/value

The paper makes an important contribution to the emerging service line extension literature.
Understanding service firms brand value creation: a multilevel perspective including the overarching role of service brand marketing capability
Authors: Sok Phyra , O'Cass Aron
Published: October 2011

Purpose

This study seeks to extend the existing literature on value creation by specifically focusing on service brand value creation (SBVC) and the role of brand marketing.

Design/methodology/approach

The authors first develop a model of SBVC and simultaneously investigate SBVC from the firm perspective (service brand value offering – SBVO) and from the customer perspective (service brand perceive value‐in use – SBPVI). Subsequently, they investigate the effects of SBVO on SBPVI and integrate the moderation role of service brand marketing capability (SBMC) on the relationship between SBVO‐SBPVI outcomes. SBVO is viewed as the firms' interpretation of and responsiveness to customer requirements via the delivery of superior performance the value offering through the service brand and SBPVI customers' perceived value from the firms' service brand. The contributions of SBVC to customer‐based performance outcomes are then investigated. Hypotheses were tested using a sample of the senior managers of service firms in Cambodia and their customers. A survey was used to gather data via a drop‐and‐collect approach.

Findings

Results indicated that SBVO is positively related to SBPVI and SBPVI is positively related to customer‐based performance. Noticeably, the results revealed that SBMC enhances the positive relationship between the firm SBVO and the customers SBPVI.

Originality/value

The paper extends the previous literature on value creation to capture SBVC. More significantly, the premise of the theoretical framework provides a breakthrough in the current SBVC literature which has so far neglected to take into account the dyadic approach (firm‐customer) in understanding value creation and more specifically SBVC. The model is expanded by looking at the contingency role of SBMC in communicating value to customers.
Reducing queues: demand and capacity variations
Authors: Eriksson Henrik , Bergbrant Ing‐Marie , Berrum Ingela , Mörck Boel
Published: October 2011

Purpose

The aim of this paper is to investigate how waiting lists or queues could be reduced without adding more resources; and to describe what factors sustain reduced waiting‐times.

Design/methodology/approach

Cases were selected according to successful and sustained queue reduction. The approach in this study is action research.

Findings

Accessibility improved as out‐patient waiting lists for two clinics were reduced. The main success was working towards matching demand and capacity. It has been possible to sustain the improvements.

Research limitations/implications

Results should be viewed cautiously. Transferring and generalizing outcomes from this study is for readers to consider. However, accessible healthcare may be possible by paying more attention to existing solutions.

Practical implications

The study indicates that queue reduction activities should include acquiring knowledge about theories and methods to improve accessibility, finding ways to monitor varying demand and capacity, and to improve patient processing by reducing variations.

Originality/value

Accessibility is considered an important dimension when measuring service quality. However, there are few articles on how clinic staff sustain reduces waiting lists. This paper contributes accessible knowledge to the field.
Improving maternal healthcare utilisation in sub‐Saharan Africa through micro‐finance
Authors: Abekah‐Nkrumah Gordon , Aseweh Abor Patience , Abor Joshua , Adjasi Charles K.D.
Published: October 2011

Purpose

This paper aims to examine links between women's access to micro‐finance and how they use maternal healthcare services in sub‐Saharan Africa (SSA).

Design/methodology/approach

The authors use theoretical and empirical literature to propose a framework to sustain and improve women's access to maternal healthcare services through micro‐financing.

Findings

It is found that improved access to micro‐finance by women, combined with education may enhance maternal health service uptake.

Research limitations/implications

The paper does not consider empirical data in the analysis. The authors advocate empirically testing the framework proposed in other SSA countries.

Social implications

It is important to empower women by facilitating their access to education and micro‐finance. This has implications for improving maternal healthcare utilization in SSA.

Originality/value

The paper moves beyond poor access to maternal health services in SSA and proposes a framework for providing sustainable solutions.
Professional involvement in the design of accreditation manuals
Authors: Reyes‐Alcázar Víctor , Sotillos‐González Belén , Valverde Jose A. , Torres‐Olivera Antonio
Published: October 2011

Purpose

This paper aims to describe the participation of health professionals as key agents for the successful definition of skills manuals supporting professional accreditation in Andalusia (Spain).

Design/methodology/approach

The increasing extent to which different stakeholders are recognized reflects the importance they hold in all decision‐making processes. The Andalusian Agency for Healthcare Quality's commitment to this process has facilitated the healthcare professionals' participation when professional skills manuals are designed for their respective specialities.

Findings

The process involved over 400 healthcare professionals from 58 disciplines between March 2005 and January 2008. Results were conditioned by several factors, some acting as drivers while others represented a barrier.

Research limitations/implications

The experience relates to a specific geographical context. Healthcare professionals eligible to participate had to be in active employment and working for the Andalusian Public Health Service. There was an overrepresentation of members from scientific associations.

Practical implications

Co‐operation based on mutual trust is the essential ingredient accounting for the success of participative involvement.

Originality/value

The paper incorporates all categories of personnel and specialities in a regional healthcare system that covers eight million inhabitants and employs over 90,000 professionals, includes 33 public hospitals, more than 1,500 primary care centres and other healthcare units.
Chronic respiratory patient control by multivariate charts
Authors: Correia Florbela , Nêveda Rui , Oliveira Pedro
Published: October 2011

Purpose

This article seeks to explain how to monitor the chronic obstructive disease patient and control any complications so that timely treatment can be applied.

Design/methodology/approach

Control charts and statistical process control (SPC) theory were used on chronic respiratory patient follow‐up and control. Controlling several variables simultaneously, using univariate charts, can be misleading, more so when there are correlated variables, so multivariate and univariate control charts were studied.

Findings

One‐sided control charts are preferable when the aim is to detect changes in the mean solely in one direction. Thus, one‐sided, univariate and multivariate charts were built, which identified previously undetected out‐of‐control events.

Research limitations/implications

The study's main limitation is its retrospective nature. However, following‐up individual patients can highlight medical therapy effects.

Practical implications

The article concludes that control charts, in particular one‐sided ones, are a valuable tool for monitoring chronic respiratory patients, thus contributing to medical decision making.

Originality/value

The article highlights control chart application to chronic respiratory patient follow‐up, permitting a global view of patient evolution over time.
ISO 9001 in a neonatal intensive care unit (NICU)
Authors: Vitner Gad , Nadir Erez , Feldman Michael , Yurman Shmuel
Published: October 2011

Purpose

The aim of this paper is to present the process for approving and certifying a neonatal intensive care unit to ISO 9001 standards.

Design/methodology/approach

The process started with the department head's decision to improve services quality before deciding to achieve ISO 9001 certification. Department processes were mapped and quality management mechanisms were developed. Process control and performance measurements were defined and implemented to monitor the daily work. A service satisfaction review was conducted to get feedback from families.

Findings

In total, 28 processes and related work instructions were defined. Process yields showed service improvements. Family satisfaction improved.

Research limitations/implications

The paper is based on preparing only one neonatal intensive care unit to the ISO 9001 standard.

Practical implications

The case study should act as an incentive for hospital managers aiming to improve service quality based on the ISO 9001 standard.

Originality/value

ISO 9001 is becoming a recommended tool to improve clinical service quality.
Measuring, evaluating and improving hospital quality parameters/dimensions – an integrated healthcare quality approach
Authors: Zineldin Mosad , Camgöz‐Akdağ Hatice , Vasicheva Valiantsina
Published: October 2011

Purpose

This paper aims to examine the major factors affecting cumulative summation, to empirically examine the major factors affecting satisfaction and to address the question whether patients in Kazakhstan evaluate healthcare similarly or differently from patients in Egypt and Jordan.

Design/methodology/approach

A questionnaire, adapted from previous research, was distributed to Kazakhstan inpatients. The questionnaire contained 39 attributes about five newly‐developed quality dimensions (5Qs), which were identified to be the most relevant attributes for hospitals. The questionnaire was translated into Russian to increase the response rate and improve data quality. Almost 200 usable questionnaires were returned. Frequency distribution, factor analysis and reliability checks were used to analyze the data.

Findings

The three biggest concerns for Kazakhstan patients are: infrastructure; atmosphere; and interaction. Hospital staff's concern for patients' needs, parking facilities for visitors, waiting time and food temperature were all common specific attributes, which were perceived as concerns. These were shortcomings in all three countries. Improving health service quality by applying total relationship management and the 5Qs model together with a customer‐orientation strategy is recommended.

Practical implications

Results can be used by hospital staff to reengineer and redesign creatively their quality management processes and help move towards more effective healthcare quality strategies.

Social implications

Patients in three countries have similar concerns and quality perceptions.

Originality/value

The paper describes a new instrument and method. The study assures relevance, validity and reliability, while being explicitly change‐oriented. The authors argue that patient satisfaction is a cumulative construct, summing satisfaction as five different qualities (5Qs): object; processes; infrastructure; interaction and atmosphere.