bluuebunny/crossref_metadata_2025 huggingface dataset:
Evaluation of web search for the information practitioner
Authors: MacFarlane A.
Published: September 2007

Purpose

The aim of the paper is to put forward a structured mechanism for web search evaluation. The paper seeks to point to useful scientific research and show how information practitioners can use these methods in evaluation of search on the web for their users.

Design/methodology/approach

The paper puts forward an approach which utilizes traditional laboratory‐based evaluation measures such as average precision/precision atNdocuments, augmented with diagnostic measures such as link broken, etc., which are used to show why precision measures are depressed as well as the quality of the search engines crawling mechanism.

Findings

The paper shows how to use diagnostic measures in conjunction with precision in order to evaluate web search.

Practical implications

The methodology presented in this paper will be useful to any information professional who regularly uses web search as part of their information seeking and needs to evaluate web search services.

Originality/value

The paper argues that the use of diagnostic measures is essential in web search, as precision measures on their own do not allow a searcher to understand why search results differ between search engines.
Non‐literal copying of factual information: architecture of knowledge
Authors: Eisenschitz Tamara
Published: September 2007

Purpose

The paper seeks to explore the rights of researchers to use facts gathered from previous authors, even when there are only one or a small number of sources, and also to explore the limits of non‐literal copying of textual materials.

Design/methodology/approach

The paper consists of a conceptual analysis of legislation and cases that illustrate the effects of the law.

Findings

The paper finds that the charge of non‐literal copying of factual literary works is not accepted because of low levels of originality in structure of the material. Public policy based on the needs of scholarship provides a more predictable level of access to the contents of works.

Practical implications

Originality arguments are always open to try again. Only a policy statement will give a degree of certainty.

Originality/value

The paper aids in distinguishing the originality and policy arguments and who benefits from each, and also relates this problem to the more familiar one of the protection of free speech.
Where do we go from here? An opinion on the future of LIS as an academic discipline in the UK
Authors: Weller Toni , Haider Jutta
Published: September 2007

Purpose

The purpose of this paper is to discuss the current situation of academic LIS research, specifically in the UK and to provide some thoughts considering the future of the discipline. According to the opinion of the authors, this situation is characterised by a lack of cohesion, the need for justification of academic research in terms of its immediate applicability to the professional education of practitioners, and a disjuncture between the information profession and information research. The paper attempts to offer introductory thoughts regarding these circumstances.

Design/methodology/approach

The current situation is briefly reviewed and commented on from the authors’ viewpoint. Aspects of Pierre Bourdieu's study of the university as a hierarchically structured field of forces are considered. Some reference is made to previous literature.

Findings

The paper advances the view that the role of academic LIS research, debate and theory formation needs to be strengthened and that this needs to be reflected in the curriculum more strongly.

Originality/value

The paper attempts to highlight consistently overlooked contributing factors, and thus aims to shift the perspective towards role and position of LIS research within academia, rather than vis‐à‐vis the professional education it is connected to. It aims to stimulate discussion of the current situation, of how it can be perceived, and of ways to address it.
A study of corrosion inhibition of carbon steel in hydrochloric acid by some benzene nitriles using the quantum chemistry calculation
Authors: Xie Xuejun , Pang Ling , Cao Shunan , Yang Wanqin , Yan Min , Gong Xunjie , Peng Keru
Published: September 2007

Purpose

The purpose of this paper is to present a study of corrosion inhibition of carbon steel in hydrochloric acid by some benzene nitriles using the quantum chemistry calculation.

Design/methodology/approach

The molecular structure and inhibition mechanism, and the relationship between inhibition efficiency of some benzene nitriles on carbon steel in the hydrochloric acid, were studied from a microcosmic viewpoint using the quantum chemistry calculation.

Findings

The calculation results showed that the inhibition efficiency of benzene nitriles on carbon steel in hydrochloric acid could be expressed by σN and ELUMO, and the greater σN absolute value and the lesser the value of ELUMO, then the greater the efficiency of the inhibitor. The regression equation for benzene nitriles is: η=2.665056−0.4447122ELUMO−10.92817σN r=0.9953128.

Originality/value

The paper offers insights into the application of the quantum chemistry calculation.
An evaluation of the corrosion behavior of aluminum surfaces in presence of fungi using atomic force microscopy and other tests
Authors: Silva A.M.A. , Santiago T.M. , Alves C.R. , Guedes M.I.F. , Freire J.A.K. , Vieira R.H.S.F. , da Silva R.C.B.
Published: September 2007

Purpose

This paper seeks to report a preliminary study that was conducted in order to investigate the corrosion behavior of aluminum surfaces in aqueous solution in the presence of microorganisms. For this purpose, the fungus Aspergillus niger was tested in chloride‐containing aqueous media.

Design/methodology/approach

Weight loss and pH measurements were performed to verify the activity of the fungus on the aluminum surface and the atomic force microscopy technique was used to examine the surface after removing the biological film.

Findings

The pH of the media depended on the immersion time. Pitting attack was observed on the surface. The findings confirmed that the corrosion reaction of the aluminum was catalyzed by the presence of fungus and, simultaneously, the mean roughness of the aluminum surface was altered. After removing the biofilm, fungal hyphae hallmark was evident.

Originality/value

Up until low, relatively few studies have addressed biofilm attack on materials, and especially attack on metallic surfaces in media contaminated by fungi. Hence, this paper is important for its contribution to the body of knowledge about biofilm action on metallic surfaces.
The future of organisational learning
Authors: Baldwin‐Evans Kay
Published: September 2007

Purpose

The paper's purpose is to compare and contrast employees' view of training and development with that of employers. It seeks to identify synergies between what employees want to learn and the way in which they would like to develop their skills, with the training made available to them by their organisations.

Design/methodology/approach

Two separate but complementary surveys were carried out simultaneously: a qualitative study, consisting of in‐depth, face‐to‐face interviews with senior HR executives in large organisations from a cross spread of industry sectors, including Atos Origin, BDO Stoy Hayward, DHL, GSK, HBOS, ING Direct, LloydsTSB, Nestlé Purina, Parexel, Pilkington Group, Reuters, Royal Bank of Scotland, SITA, TDK, T‐Mobile, and Virgin Atlantic. The second survey was a quantitative web‐based survey, open to anyone in full time employment. Over 5,360 people participated and almost all industry sectors were represented, as was most of the public sector.

Findings

The findings focused on the following areas: employee engagement; quality, value and impact; the critical role of managers; employee productivity; focus on the learner; and the future vision.

Practical implications

The paper provides HR professionals with a benchmark for shaping learning and development programmes.

Originality/value

The paper shares current best practice in organisational development and gives a steer on future delivery methods and approaches.
Leading a small business? No, it's a rugby club!
Authors: Stockdale Sue , Williams Steve
Published: September 2007

Purpose

Community rugby clubs are now becoming small businesses, which are mostly led by volunteers. This paper aims to document a case study on the Leadership Academy developed by the Rugby Football Union to improve the effectiveness of community rugby club leaders.

Design/methodology/approach

The programme content is explained, and written evaluations and observations analysed to assess the effectiveness of the Leadership Academy as a tool in helping to develop the community rugby club leaders.

Findings

The results showed that the Leadership Academy helped the leaders to build stronger local relationships with other rugby clubs and to improve confidence levels. These outcomes are also factors that help small business owners become more effective as leaders.

Originality/value

The findings from this paper provide useful input for any other organisations or governing bodies that want to improve the effectiveness of their current or future leaders.
Dimensions of price satisfaction: a replication and extension
Authors: Matzler Kurt , Renzl Birgit , Faullant Rita
Published: September 2007

Purpose

The purpose of this study is to replicate and extend the findings of Matzler et al.'s recent paper on the dimensionality of price satisfaction. Furthermore, a test is performed to ascertain whether the relationship between satisfaction with the individual price dimensions and overall satisfaction is symmetric or asymmetric, as the three‐factor theory of customer satisfaction suggests.

Design/methodology/approach

Based on a random sample of 406 bank customers, the impact of five price dimensions (price‐quality ratio, price fairness, price transparency, price reliability, and relative price) on overall satisfaction is tested using structural equation modeling with Partial Least Squares (PLS). The asymmetric relationship is tested using regression analysis with dummy variables.

Findings

The results confirm Matzler et al.'s findings and show that price satisfaction can be conceptualized as a multidimensional construct and that the five price dimensions have a strong and significant impact on overall satisfaction. Furthermore, it is shown that the relationship between satisfaction of individual price dimensions and overall price satisfaction can be asymmetric, indicating that the three‐factor theory of customer satisfaction is applicable also to price satisfaction.

Research limitations/implications

The study replicates previous findings and supports the multi‐dimensional nature of price satisfaction and shows that the three‐factor theory of customer satisfaction applies also to price satisfaction.

Practical implications

The measurement of price satisfaction at the level of individual price dimensions and the assessment of asymmetric relationships provides managers with more precise data in order to take the right measures to increase satisfaction.

Originality/value

This paper confirms previous findings on the dimensionality of price satisfaction in a random sample of bank customers using structural equation modeling with PLS. Hence, it provides strong empirical support for Matzler et al.'s findings.
Answering the charge
Authors: Stammers Simon
Published: September 2007

Purpose

The paper aims to discuss the likely growth in bank charge reclaim volumes and the readiness of document systems to cope with statement requests within regulatory deadlines.

Design/methodology/approach

The fieldwork for this paper examined the state of document management systems at over 30 of the country's institutions that offer current account facilities. The research was conducted through telephone interviews and took place during February and March 2007.

Findings

One in every 14 requests for copy statements in pursuit of claims for a refund of bank charges is not being met within the regulatory 40‐days period. If just half of the people who are potential claimants, but who have not yet processed a claim, do so, then this figure will rise to one in every nine requests not being answered within the designated timeline.

Practical implications

Banks are having to invest to meet the peak in claims‐based requests by either duplicating their microfilm archive and employing more people to handle claims, or digitising up to six years, worth of statements for ultra‐rapid retrieval. More strategically‐minded banks, however, are not seeing the current reclaim peak as an isolated incident, and are investing in systems which allow a free‐flow between microfilm archive and short‐term digital systems, so that spikes in enquiry demand can be rapidly accommodated without massive tactical cost in the future.

Originality/value

The paper illustrates how UK banks are coping with growing reclaim volumes.
End of the multinational: emerging markets redraw the picture
Authors: Inkpen Andrew , Ramaswamy Kannan
Published: September 2007

Purpose

As global integration between firms and countries continues to march forward, managers and strategy analysts will have to find new ways to deal with globalization. Many of the founding assumptions of multinational corporation (MNC) strategy have undergone radical change. In this paper we examine five trends that MNC managers must consider as they create strategies to compete in the contemporary global marketplace.

Design/methodology/approach

Presents a discussion on five key trends that include: the end of the traditional multinational company and the emergence of a new approach to structuring and coordinating cross‐border activities; the declining relevance of geography and emerging interconnectedness across boundaries as industries globalize rapidly; the new wave of MNCs from India and China and their approach to global competition; the increasing relevance of crafting specifically tailored strategies to compete in emerging markets; and the imperative to manage knowledge on a global scale.

Findings

Continued globalization is inevitable and there are few industries, if any, untouched by global competitive forces.

Originality/value

Present some of the key trends that are significant enough to warrant the attention of global managers in general and strategy planners in particular.
From online catalogs to library portals: empowering users
Authors: Khurshid Zahiruddin , Sajjad Ahmed Syed
Published: September 2007

Purpose

The paper aims to highlight both major and minor features of the library portal, which empowers users to get access to a wide variety of e‐resources with a single sign‐on.

Design/methodology/approach

The study is mainly based on a review of the literature. It briefly discusses the transition from the library OPAC to the library portal.

Findings

A library portal is an extension of the Web OPAC. It continues to improve with the new features and capabilities, some of which may go beyond the library portal.

Originality/value

Library portals are changing too rapidly and the information would be out of date within a few months. So the currency of information is the value of this paper.
A KM model for public administration: the case of Labour Ministry
Authors: Monavvarian Abbas , Kasaei Mitra
Published: September 2007

Purpose

The purpose of this paper is to investigate the effect of organizational elements and the performance of knowledge management (KM).

Design/methodology/approach

The results of a research project dealing with the effect of organizational elements and the performance of KM are presented. Seven main independent variables were identified – organizational culture, organizational structure, technology, human resources, transparency of documents, flow of information and communication, and training – and these were tested against creation, dissemination and store of knowledge, together with implementation of KM (cycle of KM) using the multi‐variable regression test. As an empirical study, the Ministry of Labour of Iran was chosen for a case study. The empirical data used in this paper were collected through a questionnaire survey.

Findings

The results reveal that four of the independent variables have impact on the cycle of KM. Although only some of the independent variables have impact on the effective management of knowledge, other variables should not be ignored totally, as they are still very important for some organizations.

Originality/value

The paper presents a KM model for public administration, illustrating the case of the Ministry of Labour in Iran.
The nature of trust in brands: a psychosocial model
Authors: Elliott Richard , Yannopoulou Natalia
Published: September 2007

Purpose

The paper seeks to explore empirically the lived experience of trust in consumer brands and to develop a model focusing on functional and symbolic brands.

Design/methodology/approach

The paper presents an exploratory, grounded theory approach and the study conducted in‐depth interviews.

Findings

The findings reveal that when consumers are facing buying choices of functional brands that do not involve much risk and the price is low, familiarity is sufficient for their action. When risk and price levels increase, consumers seek a safe purchase choice regarding functional brands through confidence and dependability, while in the case of symbolic brands consumers have to trust the brand in order to make a purchase choice.

Research limitations/implications

By exploring the concept of trust within the consumer domain and in particular in relation to functional and symbolic brands, this study offers insights into an area that has received noticeably limited research up to today. Furthermore the development of the psychosocial model of trust in brands offers opportunities to theoreticians for further research regarding the factors that influence trust in each stage, as well as ways to restore or transfer trust when needed.

Practical implications

The study presents a tool to marketing practitioners, which will assist them in building and preserving long‐term trusting customer relationships.

Originality/value

The value of our research lies in the development of a psychosocial model of trust in brands by drawing on both social theory and on the psychology of human relationships.
Trust and reliance in business relationships
Authors: Mouzas Stefanos , Henneberg Stephan , Naudé Peter
Published: September 2007

Purpose

The aim of the paper is to define the role of trust and reliance in business relationships.

Design/methodology/approach

After this paper identifies gaps in the literature, a conceptual model is developed, and its implications analyzed and discussed.

Findings

One of the particularities of trust is its inherent anthropocentricity. As a concept, trust appears to be more applicable at the level of inter‐personal relationships than to inter‐organizational relationships. Business relationships involve both inter‐personal and inter‐organizational relationships. The paper considers a number of other possibilities and argues that there is a need to look at reliance as an incremental intellectual lens on business relationships.

Research limitations/implications

Within a business‐to‐business marketing context, the paper discusses the impact of such a multi‐faceted conceptualization for research in business relationships.

Practical implications

Marketing researchers often neglect the fact that relationships between organizations are based on mutual interests, and attempt to stretch the concept of trust towards inter‐organizational relationships without the necessary theoretical scrutiny.

Originality/value

Applying the concept of trust to personal relationships and reliance to inter‐organizational relationships, the paper introduces a complementary, rational standard that contributes to the calculability in exchange relationships.
Trust in buyer‐seller relationships: the challenge of environmental (green) adaptation
Authors: Canning Louise , Hanmer‐Lloyd Stuart
Published: September 2007

Purpose

The paper aims to describe and develop the constructs of trust and adaptation in supplier‐customer relationships when associated with environmental (green) issues.

Design/methodology/approach

The study is based on empirical data obtained from the perspective of both supplier and customer companies involved in dyadic exchange relationships, using qualitative methods of data collection and analysis.

Findings

The paper uses an environmental context to show that, while having the potential to contribute to trust in dyadic relationships, adaptation can also undermine the trust that already exists between supplier and customer companies.

Research limitations/implications

The findings are derived from two instances of successful environmental adaptation, one that resulted in failure and two that were ongoing. Both of the completed projects demonstrated little apparent difficulty, while the ongoing projects featured some conflict and frustration. These differences could be explained by the tendency to rationalise events after they have occurred, eliminating the “messiness” that is inherent in dealing with collaborative efforts that involve some risk and conflicting interests. Future empirical work could perform action research in which efforts to adapt are directly observed and are discussed both during and after attempts to bring about change.

Practical implications

The paper provides recommendations of how environmental adaptations can be realised successfully even though changes might challenge the basis of an existing relationship and the trust that might already exist within it. These recommendations might equally be used to guide other forms of adaptation.

Originality/value

The paper broadens understanding of trust and adaptation by looking at a management issue that is of growing importance in supplier‐customer relationships, namely the environmental impact of business activities.
Preparation and characterisation of novel methylsulfanylpyrazolopyrimidines as heterocyclic dyes from ketene dithioacetals
Authors: Helal M.H. , Elgemeie G.H. , Masoud D.M.
Published: September 2007

Purpose

This paper aims to synthesize some new heterocyclic disperse azo dyes and their application in dyeing of polyester and polyamide fabrics.

Design/methodology/approach

Pyrazolopyrimidine derivatives containing arylazo function by the reaction of 3,5‐ diaminopyrazole with ketene dithioacetals were prepared. The prepared dyestuffs are established using elemental analysis, IR measurements, 1H‐NMR and Mass spectra.

Findings

2,5‐diamino‐3‐arylazo‐N‐aryl‐6‐carboxamide‐7‐methylthio‐pyrazolo[1,5‐a]pyrimidine have been synthesized by the simple method. The dyed fabrics have a very good (4‐5) to excellent (5) results toward washing, perspiration, and rubbing fastness properties. The dyes are superior in terms of preparation and fastness properties.

Research limitations/implications

The disperse azo dyes used in this paper were synthesized via a step‐wise pathway leading to the new azo dyes. In addition, the variations in substituents and sites of location on the heterocyclic moiety could also be studied.

Practical implications

The new azo dye systems based on substituted pyrazolopyrimidine provided a series of azo dyes with improved dyeing properties. The dyes are superior in terms of yield, purity, colour strength, and fastness properties and will lead to valuable achievements for commercial production.

Originality/value

The synthesized disperse azo dyes are superior in terms of preparation, yield, purity, and fastness properties.
Post‐bureaucracy and reanimating public governance
Authors: Budd Leslie
Published: September 2007

Purpose

Seeks to examine changes in the environment in which public policy and public management operate and the claim that bureaucracy has been replaced by post‐bureaucracy as a result of these changes.

Design/methodology/approach

The paper proposes reanimated public governance as a concept that occupies the space between public administration and transformed public governance (including reinvented government and new public management (NPM)). Rather than accepting the existence of post‐bureaucracy,per se, the paper argues that there has been a process of extending bureaucracy that cuts across public and non‐public boundaries rather than the development of post‐bureaucracyper se.

Findings

In examining the claims for post‐bureaucracy, The paper is witnessing a discourse and practice of continuity rather than difference. The need for economies of scale and scope, standardisation and the existence of indivisibilities in public services suggest that public sector reforms and proposals for new governance models establish extended or flexible forms of bureaucracy rather than post‐bureaucratic organisational forms. Attempts to introduce ICT‐based services and the need for regulatory agencies to oversee the contracts with private and non‐profit service providers reinforce these findings.

Research limitations/implications

The arguments in this paper are based on marshalling the literature and debates surrounding public sector reform to advance a central thesis. It draws on real world examples but does not draw on direct empirical evidence. There is scope for internationally comparative case‐studies of various public service functions and discourses and practices in different countries.

Practical implications

Policy makers and managers should treat the clarion call of post‐bureaucracy as a way of liberating public services from a lack of creativity, innovation and accountability with healthy scepticism. In particular, the view that public sector reforms through post‐bureaucratic re‐organisation will lead to efficiencies is one to be challenged. Reforms in any service driven organisation are not zero‐cost and any implied operational cost saving should be considered against increased transaction costs.

Originality/value

There have been heroic claims made for post‐bureaucracy in many organisations enabled by developments associated with the concepts of information society and knowledge society. By locating public sector reforms under the rubric of “reanimated public governance” a deeper investigation of the implications for the discourses and practices associated with public sector reform is advanced.
Regional governance in England: past experience, future directions?
Authors: Mawson John
Published: September 2007

Purpose

To present a paper which examine the UK's approach to devolution in respect of the English regions.

Design/methodology/approach

The paper seeks to understand the policy choices facing the UK Government in redesigning governance arrangements in the English regions. This is achieved by an analysis of the evolution of regional governance arrangements in the past decade drawing on secondary and semi‐structured interviews undertaken by the author.

Findings

Regional governance arrangements evolved in an ad hoc manner due to the government's focus on the establishment of elected regional assemblies. In this policy vacuum existing regional institutions succeeded in establishing effective working relationships. However, with an increasing focus on cities as the engines of regional growth and the pressures to devolve responsibilities to local government the existing institutional policy framework has increasingly been challenges.

Research limitations/implications

The paper critically examines different policy choices for reforming regional governance.

Practical implications

Drawing on research and consultancy studies undertaken by the author for the English Regions Network, individual Regional Assemblies, the Department of the Environment, Transport and the Regions, the Cabinet Office and the Economic and Social Research Council, the paper explores issues of policy development and implementation at the regional level.

Originality/value

The paper presents a comprehensive overarching analysis in a complex field of territorial public policy.
Corporate social responsibility and the positioning of grocery brands
Authors: Anselmsson Johan , Johansson Ulf
Published: September 2007

Purpose

This study aims to enhance the understanding of what significance consumers place on different aspects of corporate social responsibility (CSR) when evaluating and purchasing grocery brands and products.

Design/methodology/approach

The paper builds on existing literature and theories on CSR and marketing, as well as literature on consumers' perceptions of CSR related issues. The Swedish empirical study has two parts; the first explorative stage based on qualitative method and in‐store face‐to‐face interviews through which important consumer attitude‐based attributes of social responsibility are identified in a grocery context. The second quantitative part is based on questionnaires that describe the grocery brand positions and performances along these attributes.

Findings

Results point to three general attitude‐based dimensions for CSR positioning and that retail brands can indeed, in relation to leading national brands, build a CSR image. Further, this image is shown to have an impact on consumers' intention to buy. This is also the case for “me‐too” retail brands. The CSR dimension of greatest impact on overall CSR image is product responsibility, whereas human responsibility influences the customer purchase intentions the most. Environmental responsibility, perhaps the most commonly used CSR dimension, is in this study recognised to exert least impact on both overall CSR image and on purchase intentions.

Research limitations/implications

This study is limited to a Swedish context and to one specific purchase situation. Future studies could involve validation of factor structure, relationship between CSR and preference, and ability to positioning in another market, perhaps in more mature markets in terms of well‐developed structures of CSR and health/organic organic products (e.g. the UK). A postal survey would allow the use of longer and evaluated measurement scales previously used in organic food research.

Originality/value

This study substantiates that retailer brands can indeed be distinctly positioned according to aspects other than price, e.g. as here exemplified, the concept of CSR. This relationship has hitherto not been identified outside the UK. The finding that CSR is less clearly connected to the expected dimension of environmental responsibility entails new added knowledge to this research field. The analysis has, moreover, resulted in more a simplified description of the basic dimensions of CSR containing three instead of, as often in the literature, six dimensions.
Truck driver turnover: what rate is good enough?
Authors: Suzuki Yoshinori
Published: September 2007

Purpose

To develop a decision tool that may be used conveniently by motor carriers to answer the questions: “Does my company need to lower the truck driver turnover rate?” and “If so, by how much?”

Design/methodology/approach

Combines statistical and mathematical procedures to present a method that calculates, by considering a variety of carrier characteristics, the “desirable” truck driver turnover rate for each carrier.

Findings

Simulation results imply that the model may be used by all types of motor carriers, regardless of whether their drivers exhibit homogeneous or heterogeneous job‐quitting behaviors.

Research limitations/implications

The “desirable” turnover rate may be used as both: the critical value that determines whether a carrier needs to reduce the turnover rate or not (i.e. the upper bound of the acceptable turnover range), and the approximate target turnover rate to be attained in the short run.

Originality/value

The proposed model shall help motor carriers identify their “target” driver turnover rates to be attained in the short run. The model is available in a user‐friendly PC format from the author (Excel file with VBA), so that no technical calculations are required by the users when using the model.
Tracking changes of e‐customer preferences using multicriteria analysis
Authors: Grigoroudis Evangelos , Kyriazopoulos Panagiotis , Siskos Yannis , Spyridakos Athanasios , Yannacopoulos Denis
Published: September 2007

Purpose

Internet service providers (ISPs) constitute a highly competitive market, while the unstable market conditions directly affect customer preferences and make ISPs to develop a “mass customization” strategy, individualizing services and approaching every customer in an individual way. However, customization requires an in‐depth analysis of current customer preferences and an evaluation of future behavior. The main objective of the paper is to present a framework for analyzing changes of customer preferences.

Design/methodology/approach

The paper presents detailed results of independent customer satisfaction surveys conducted in different time periods in the Greek ISP market. The analyses are based on non‐parametric statistical techniques and the multicriteria satisfaction analysis method, which is a multicriteria preference disaggregation approach.

Findings

Results are mainly focused on the evaluation of potential trends of e‐customer preferences. Furthermore, results of a benchmarking analysis are also presented, based on the evolution of satisfaction levels for the quality characteristics of the provided services.

Research limitations/implications

Future research in the context of the presented study may be focused on satisfaction benchmarking analysis, given the rapid changes of the market conditions. An extended satisfaction survey will give the ability to analyze customer preferences in comparison with the main ISP competitors.

Practical implications

The presented study may help organizations in highly competitive markets dominated by rapid technological progresses to track short‐term changes of customer preferences.

Originality/value

The analyses presented are based on the combination of multicriteria analysis and non‐parametric statistics. The main advantage of these methods is that they respect the qualitative (ordinal) form of collected survey data.
Exploring effectiveness of team communication
Authors: den Otter Ad , Emmitt Stephen
Published: September 2007

Purpose

Effective teams use a balance of synchronous and asynchronous communication. Team communication is dependent on the communication acts of team members and the ability of managers to facilitate, stimulate and motivate them. Team members from organizations using different information systems tend to have different understanding, opinions, and rates of adoption and skills levels regarding specific IT tools. The purpose of this paper is to explore the effective use of tools for communication in design teams and the strategies for the use of specific tools.

Design/methodology/approach

A review of the potential effectiveness of synchronous and asynchronous communication means and tools for team communication leads to a review of research conducted into the use of two relatively new electronic tools for team communication by design teams in The Netherlands.

Findings

The research results revealed that a collective framework for team communication and collaboration using electronic tools was missing. There was also evidence of a lack of understanding by the users of the proper use of the tools, a lack of training, poor management competences to stimulate proper use. There was also evidence that the rivalry of tools tended to hinder, rather than improve, effectiveness of team communication.

Research limitations/implications

The findings are limited to the cases investigated; however, they tend to support earlier findings into construction team communication. There is a need for a better collective understanding of team communication, which should be supported with training to develop appropriate skills, both for the use of new technologies and for the use of team rules.

Originality/value

The results provide information and advice for design and project managers concerned with improving communications in design and construction projects.
Communicating brand personality: are the web sites doing the talking for food SMEs?
Authors: Ankomah Opoku Robert , Abratt Russell , Bendixen Mike , Pitt Leyland
Published: September 2007

Purpose

The purpose of this paper is to analyse web site brand communication by small to medium‐sized enterprises (SMEs) in the restaurant franchise industry, using Aaker's brand personality dimensions. It shows how an SME can test its intended positioning against competitors.

Design/methodology/approach

A multistage methodology using a combination of content analysis and correspondence analysis was used. The intention was to illustrate a technique that can be used by SMEs at low cost and with ease.

Findings

Food SMEs are able to communicate brand personality by way of their web sites. The brands and the personality types are presented which clearly reveals the positioning of the competitors.

Practical implications

This paper illustrates a powerful, but simple and relatively inexpensive way for SMEs to study communicated brand personality.

Originality/value

The major contribution of this study is to alert SME scholars and retailers to the potential of computerized content analysis as a means of studying web site content, and the subsequent use of correspondence analysis to understand how to position against competitors.
Contextual factors influencing the facilitation of others' learning through everyday work experiences
Authors: Ellinger Andrea D. , Cseh Maria
Published: September 2007

Purpose

Interest and research on workplace learning has intensified in recent years, however, research on assessing how employees facilitate each other's learning through everyday work experiences and how organizational contextual factors promote or impede the facilitation of others' learning at work is underdeveloped. Therefore, the purpose of this research was to explore how employees facilitate others' learning and the contextual factors that influence employees' facilitation of others' learning in a workplace setting.

Design/methodology/approach

A qualitative case study approach was selected for this study. An adaptation of the critical incident technique and semi‐structured in‐depth interviews were conducted with 13 employees representing various functional areas within a learning‐oriented consumer‐focused manufacturer. Content analysis and constant comparative analysis were the approaches used to analyze the data.

Findings

Several findings emerged that describe the catalysts for employees' facilitating others' learning, the behaviors that facilitators engaged to facilitate others' learning, and the perceived outcomes from facilitating learning. Several positive and negative organizational contextual factors emerged that influence the facilitation of others' learning. Specifically, the role of learning‐committed leadership, manifested in several ways, emerged as a powerful organizational contextual factor.

Research limitations/implications

The findings from case study research are not intended to be generalizable. The use of self‐report data is another limitation, as are recollections of critical incidents. However, integrating multiple sources of data collection was an attempt to allow for triangulation of findings.

Practical implications

The findings depict the importance of leadership and management in the process of facilitating learning and the extent to which leaders and managers can create organizational environments conducive to the facilitation of learning that has implications for management and leadership development programs. This study also identifies avenues for future research.

Originality/value

This paper contributes to research that explores how employees facilitate others' learning and the contextual factors that influence employees' facilitation of others' learning in a workplace setting.
Harmonic Circles: a new futures tool
Authors: Anthony Marcus
Published: September 2007

Purpose

The purpose of this paper is to introduce a futures tool developed by Marcus Anthony called Harmonic Circles.

Design/methodology/approach

The paper introduces a new futures tool, using a personal example. There is a description of the tool itself and its purposes. An example from the author's own research is used to demonstrate one potential way of implementing Harmonic Circles. Some appropriate and inappropriate applications of Harmonic Circles are then outlined, as well as possible problems.

Findings

The paper finds that Harmonic Circles can be used by futurists in a number of specific settings, especially to detach from confrontational binaries.

Originality/value

The paper presents a new introspective tool, compatible with critical and postconventional futures.
IS projects and implementation
Authors: Kolltveit Bjørn Johs. , Hennestad Bjørn , Grønhaug Kjell
Published: September 2007

Purpose

The purpose of this paper is to participate in the discussion related to why IS projects, both in Western and in Eastern European countries, e.g. Poland, often fail. One major reason is claimed to be poor implementation, and the article asks whether the stakeholders involved overlook the challenge of and the need for knowledge in change management (CM) when implementing complex IT systems.

Design/methodology/approach

The research is based on observations of what is reflected in the CM, the project management (PM) and the IS literature. A basic assumption for the approach is that what PM and IS textbooks focus on strongly influences the views and practice of practitioners. A content analysis method was applied to examine empirically 22 textbooks to evaluate whether the IT/PM literature emphasizes relevant essential recommendations developed in the CM literature for handling changes. A mini‐case was used to illustrate how implementation is done in practice.

Findings

The research reveals that in particular the PM authors give little priority to implementation and to essentials developed in the CM discipline. Further, the authors apply rather rational perspectives when discussing implementation. This implies focus on deterministic N‐stage models and overlooking vital organizational processes. The research also reveals that IS success depends to a large extent on how well the interfaces between the project development and the implementation processes are coordinated. The stakeholders often split the project development and implementation into two projects and postpone implementation until the development is completed. This may lead to coordination problems and to ineffective implementation.

Research limitations/implications

The main limitation of this research is the assumption that what is written in the IT/PM books influences what the practitioners do. This may be an area for further research.

Practical implications

The authors of IS/PM textbooks and the practitioners should pay more attention to implementation. The textbooks may benefit from borrowing essentials from the CM literature. Further, the stakeholders should start the implementation processes early and ensure effective coordination between project development and the implementation processes.

Originality/value

The main value of the paper is related to the contribution to the discussion related to why IS projects, both in Western and in Eastern European countries, often fail.
Entrepreneurs' coping with challenging role expectations
Authors: Örtqvist Daniel , Drnovsek Mateja , Wincent Joakim
Published: September 2007

Purpose

The purpose of this study is to analyze entrepreneurs' coping strategies used to face stakeholders' expectations.

Design/methodology/approach

The paper draws from the general management, role theory, and entrepreneurship literature to develop hypotheses that are tested by using hierarchical regression techniques on a sample of 183 Slovenian entrepreneurs. The paper develops and tests four coping strategies (structural role redefinition, personal role redefinition, reactive role behavior, and passive role behavior) to assess influence on new venture performance. The analysis examines moderating effects of entrepreneurs' perceived role‐related stress.

Findings

Results reveal that coping strategies focused on reducing expectations and/or working harder to meet expectations positively affect new venture performance. However, entrepreneurs' focus on suppressing perceived expectations negatively influences new venture performance. Furthermore, entrepreneurs' role‐related stress moderates the relationship between reactive role behavior and new venture performance.

Research limitations/implications

This study provides a better understanding of types of coping strategies available to entrepreneurs and practical consequences for new venture performance. It also explores why some entrepreneurs perform well and why some may quit early being an entrepreneur while others remain and prosper in their role. Possible study limitations are discussed due to sample characteristics and measurement.

Practical implications

The study results are relevant for practising and nascent entrepreneurs, support organizations, and policy makers since empirical evidence can be used in designing entrepreneurs' training and competency‐building programs.

Originality/value

This study is among the first to illustrate effects on early entrepreneurial performance of coping strategies to meet stakeholders' expectations and, indirectly, entrepreneurs' ability to endure establishing a new venture.
Internet‐enabled youth and power in family decisions
Authors: Marshall Roger , Reday Peter Alan
Published: September 2007

Purpose

The relationship between knowledge and power appears to be assumptive in marketing; the study reported here attempts to justify this assumption.

Design/methodology/approach

The study is set in a family decision context. The research divides families according to the domain‐specific internet use of sons, and then the analysts inspect family decision‐power patterns for a range of products. Analysis is by factor analysis in the first instance, followed by ANOVA to test the research hypotheses.

Findings

The relationship between the internet‐enabled, domain‐specific knowledge acquisition of young consumers and their consequent increase in power in group decisions is supported.

Research limitations/implications

Academics need to adjust their existing beliefs about family decisions, given the impact technology is having on knowledge patterns.

Practical implications

Marketers not only must be cognizant of the increasing power of youth in family purchase decisions as technology changes knowledge structures, but also must realize the potential of technological promotion channels for reaching this newly empowered target audience.

Originality/value

The concept that knowledge leads to power is not original, but the application of the idea to consider the structure of group decisions in a family context is. Most observers accept that the youth market is large and growing in its own right. It also seems possible, though, that many young consumers will have even more importance than previously considered because of their increasing influence within their family group.