bluuebunny/crossref_metadata_2025 huggingface dataset:
A cybernetic framework for viable virtual enterprises
Authors: Assimakopoulos Nikitas , Dimitriou Nikolaos
Published: July 2006

Purpose

To investigate and illustrate the idea of using a cybernetic modelling technique for the diagnosis and design of virtual enterprises (VEs).

Design/methodology/approach

The proposed framework is based on the VSM principles and its equivalent problem structuring methodology schema for the design of the information and communication systems together with the coordination structure necessary for a VE to become more efficient and flexible.

Findings

We have investigated the role of VEs as a new organizational structure viewed from the perspective of cybernetics. In particular, the systemic approach followed was used to formulate a generic four‐step architecture for the effective diagnosis and design of VEs, based on the theoretical principles of Stafford Beer's viable systems model (VSM).

Research limitations/implications

There is considerable scope for further investigation on organizational structures and implications in the creation of effective VEs for many more management field locations, both within the industrial and in other areas of the business world.

Practical implications

A generic and easily applicable conceptual framework for managers who wish to commit themselves to the necessary re‐shaping of the organization they are running, forming new organizational structures based on autonomy and flexibility rather than hierarchy and rigidness.

Originality/value

This paper fulfils an identified need to oversee the full spectrum of VEs and offers a comprehensive and unambiguously defined conceptual framework for their diagnosis and design based on the principles of Beer's VSM.
A study of tetrazoles derivatives as corrosion inhibitors of copper in nitric acid
Authors: Mihit M. , Salghi R. , El Issami S. , Bazzi L. , Hammouti B. , Ait Addi El. , Kertit S.
Published: July 2006

Purpose

To evaluate the effect of some tetrazole compounds as corrosion inhibitors of copper in HNO3 at various temperatures.

Design/methodology/approach

1‐phenyl‐5‐mercapto‐1,2,3,4‐tetrazole (PMT) was selected as the best inhibitor among the tetrazole compounds tested. Gravimetric and electrochemical techniques were conducted.

Findings

PMT was an excellent inhibitor for copper in acid. Its efficiency attained 97.5 per cent and decreased slightly with temperature.

Research limitations/implications

The inhibition efficiency increased with the concentration of PMT to reach 97.5 per cent at 10−3 M. Good agreement between the various methods explored was observed. Polarisation measurements also showed that PMT acted as a mixed inhibitor.

Practical implications

The efficiency of PMT increased with the concentration but decreased with rise of temperature in the 298‐333 K range. As such, PMT could be used in chemical cleaning and pickling processes.

Originality/value

The originality of this work was the finding of an efficient inhibitor (PMT) having a nearly 100 per cent efficiency.
Making the transition to retirement: appraisals, post‐transition lifestyle, and changes in consumption patterns
Authors: Hopkins Christopher D. , Roster Catherine A. , Wood Charles M.
Published: July 2006

Purpose

This research proposes to examine how the retirement experience in the USA is cultivated via the appraisal process and reflected in post‐retirement lifestyle postures and consumption changes.

Design/methodology/approach

A sample of 298 recent retirees were surveyed to test hypotheses suggested by a proposed model of the retirement experience. The model proposes that the appraisal process is integral in determining how a retiree interprets impact of the event for self‐identity and reflects self‐realignment strategies in post‐retirement consumption patterns.

Findings

Findings show that perceptions of resource availability are important predictors of retiree appraisals. Furthermore, appraisals directly impact retirees' adoption of a post‐transition lifestyle posture, whether “new start”, “continuation of life”, “disruption to life”, or “beginning of old age”. Also explored are differences between lifestyle postures and post‐retirement consumption expenditures across a number of product categories. Generally, retirees who adopt the perspective of retirement as a “new start” or as a “disruption” tend to increase expenditures in “experiential” and “outward‐oriented” product categories. Retirees who adopt the perspective of retirement as the beginning of “old age” or as a “continuation” of past selves tend to increase expenditures in “non‐experiential” and “inward‐oriented” product categories.

Practical implications

Retirees are an increasingly important cohort for marketing in many industries. The findings demonstrate that individuals appraise the retirement event very differently and in turn respond to marketing activities very differently, which has implications for marketing segmentation strategies.

Originality/value

This research extends prior research of life transitional events by highlighting the importance of considering individuals' attitudes toward major life transitional events as an important factor in predicting their responses to these events.
Mega, monster or misplaced? Do portion size brand extensions meet consumer needs?
Authors: Taylor Quilliam Elizabeth
Published: July 2006

Purpose

The purpose of this paper is to examine the brand extension tactics of food marketers, considering the implications in view of public health concerns related to obesity.

Design/methodology/approach

The paper provides examples of food marketers that have introduced and promoted healthy menu or product options and examples of product line extensions that are based on larger size as the differentiating attribute.

Findings

The paper finds that brand extensions that are based solely on introducing larger sizes may meet consumer needs and benefit organizations in the short term, but at the risk of diluting brand equity and compromising society's long‐term health goals.

Practical implications

The paper suggests that food marketers should consider long‐term brand equity issues and societal needs as well as short‐term corporate goals and immediate consumer needs when extending their brands.

Originality/value

The paper provides guidance for food marketers, identifying the potential shortcomings in applying the marketing concept to brand extension without consideration of broader societal needs.
Consumer socialization of Chinese children in schools: analysis of consumption values in textbooks
Authors: Chan Kara
Published: July 2006

Purpose

The purpose of this paper is to examine what types of consumption values are taught at elementary schools in Mainland China, how these values are presented, and how these values relate to traditional Chinese cultural values.

Design/methodology/approach

A content analysis of 72 lessons in textbooks on moral education for elementary schoolchildren in national China was conducted. The themes of consumption values, desirable and undesirable consumer behaviors, and the reasons provided in the textbooks for adopting these consumption values were analyzed.

Findings

The paper finds that eight out of 72 lessons (i.e. 11 percent) were about consumption. The media contents put strong emphasis on thrift and frugality. Children were taught that there were private goods and public goods. All material goods were the results of human labor. Goods should be used properly. Wasting goods was portrayed as sin. The consumption values conveyed in textbooks reflect a mix of communistic values as well as traditional Chinese value of long‐term orientation and inner experience of meaning. The consumption values taught at school were in sharp contrast with the consumption values of uniqueness, fun and enjoyment portrayed in children's television programs and commercials.

Research limitations/implications

The study did not measure how children respond to the consumption values taught in schools. In other words, it did not have information about whether Chinese children understand or believe in these values.

Practical implications

This paper offers advice for marketers and advertisers to frame the benefits of their products in line with desirable Chinese cultural values. For example, in view of the strong emphasis on meaning in consumption, there is a big market for products and services related to saving. Also, companies should consider sponsoring charity activities of non‐profit‐making organizations in order to establish positive and responsible corporate images.

Originality/value

This paper offers insight to understanding the inherent hindrance to children's pursuit of hedonism in consumption. It also provides suggestions for product design, planning of promotional activities as well as brand positioning to appeal to parents and children in China.
Towards user responsive institutional repositories: a case study
Authors: Devakos Rea
Published: July 2006

Purpose

To report on the University of Toronto's implementation of an institutional repository.

Design/methodology/approach

Describe decision making process. A range of qualitative research methods were used to solicit early adopter and library concerns. Findings were then used to guide implementation.

Findings

Provides the rational behind decisions made. Argues that modified qualitative research methods may be useful to new library projects.

Research limitations/implications

The report is specific to an institution.

Practical implications

Prioritizing actions, focusing on faculty and leveraging resources, notably student assistants is key.

Originality/value

This paper provides practical information and a model which may be useful for others implementing repository services or other emerging technologies.
Going on ten: community information grows up
Authors: Baaske Ian , Zschernitz Rob
Published: July 2006

Purpose

To provide an example of a successful, long term online community information network for public libraries looking to enhance their community information resources.

Design/methodology/approach

Describes the genesis and current development projects of NorthStarNet, an online community information network comprised of 40+ public library community sites in the Chicago suburbs.

Findings

Needs of communities and libraries regarding web hosting and online community information have changed greatly since the launch of NorthStarNet launched in 1995. Original community sites were so individual that content and usability issues were taking prominence. Development of a unique application allows for the creation and maintenance of sites with graphic and technical sophistication by library staff and community members with limited technical expertise. The new application also supports the aggregation of the community information from the 40+ individual sites to make it globally searchable.

Originality/value

This paper describes a service that has successfully positioned libraries as an important resource and technology leader in their communities. Included are descriptions of applications that make the online resource user‐friendly to those that create and maintain, as well as use the site.
A RDF‐based digital library system
Authors: Han Yan
Published: July 2006

Purpose

To research a resource description framework (RDF) based digital library system that facilitates digital resource management and supports knowledge management for an interoperable information environment.

Design/methodology/approach

The paper first introduces some of issues with metadata management and knowledge management and describes the needs for a true interoperable environment for information transferring across domains. A journal delivery application has been implemented as a concept‐proof project to demonstrate the usefulness of RDF in digital library systems.

Findings

The RDF‐based digital library system at the University of Arizona Libraries provides an easy way for digital resource management by integrating other applications regardless of metadata formats and web presence.

Practical implications

A journal delivery application has been running in the RDF‐based digital library system since April 2005. An electronic theses and dissertation application will be handled by the same system.

Originality/value

The paper suggests to use RDF, the semantic web technology, as a new approach to facilitate knowledge management and metadata management. Using RDF technology brings new ways to manage and discover information for libraries.
Using the library intranet to manage web content
Authors: Robbins Sarah , Engel Debra , Bierman James
Published: July 2006

Purpose

The University of Oklahoma Libraries (UL) has created content management tools located on the staff intranet. These tools allow library personnel to control the content on the web site while the library systems office maintains site navigation and consistent site design. These tools have been in place for approximately three years, but this study is the first formal evaluation of these systems.

Design/methodology/approach

To evaluate usage of the content management tools in place at UL, the authors surveyed all levels of library personnel to see how they utilize the library intranet to manage web site content. The authors examined both self‐reported usage of the staff intranet and data collected from the systems office about actual usage.

Findings

This study provides insight on the intended use of content management systems versus the actual usage of these systems.

Research limitations/implications

Future research should focus on how CMS is being used by regular users of the systems rather than usage of the system as a whole. Survey results were skewed by including student workers who seldom have reason to use the intranet or CMS tools within the scope of their positions.

Practical implications

Explores the issues surrounding the use of the intranet as a tool for communication and managing content on a public web site. Tools must be properly marketed if they are to be fully utilized.

Originality/value

This paper will benefit those in organizations that are considering locally developing content management tools or that are beginning to evaluate usage of their staff intranet.
Copyright in the networked world: copies in courses
Authors: Seadle Michael
Published: July 2006

Purpose

This column looks at questions from teaching faculty about the use of copyright protected materials in an online course.

Design/methodology/approach

Copyright guidelines are considered. The US TEACH Act and Fair Use statutes are examined, as well as how to make a risk assessment for the institution.

Findings

US universities have a reasonable freedom to use protected materials in the virtual equivalent of face‐to‐face teaching, as long as it costs the rights holders no loss of expected income and as long as it takes into account the litigiousness of certain firms and associations.

Originality/value

Each copyright use assessment has unique circumstances, but a discussion of the reasoning behind an actual case helps to build a community of good practice that strengthens similar assessments.
American Library Association (ALA) Midwinter Meeting Report
Authors: Cox Christopher , Hua Chua Hui , Claire Stewart M. , Ranti Junus S.G.
Published: July 2006

Purpose

To highlight content of interest to this journal’s readership that promotes current thinking and activities in information technology.

Design/methodology/approach

A selective conference report of the annual meeting of the American Library Association and a pre‐conference.

Findings

The largest conference of librarians, the variety of programs, activities, exhibit halls, creates one of the best professional development opportunities for librarians. Attracting librarians from all sectors and work environments from around the globe, this conference is hard to describe in a brief way except to say it is an experience. Documenting relevant programs about information technology was the goal of this contribution.

Practical implications

An alternative to not being present while gaining some information and coverage.

Originality/value

Contains information of particular interest to readers who did not attend these sessions. Introduces them to presenters and important hot topics.
A Report on the 8th International Bielefeld Conference 2006: “Academic Library and Information Services – New Paradigms for the Digital Age”
Authors: Gastinger Almuth
Published: July 2006

Purpose

To share with readers the issues of an international conference.Design/methodology/approach – A brief review of the conference held in Germany, 7‐9 February 2006.

Findings

The conference focused on the future of information services in the digital world. Speakers from eight countries discussed joint strategies and transnational networks for academic libraries, innovative information services, and future challenges for academic libraries. Three hands‐on workshops reported on current projects in the fields of long‐term archiving, institutional repositories and marketing approaches in the library context.

Originality/value

Will be of interest to library and information professionals.
Seminar/Workshop on Capacity Building for Teacher‐Librarians in Primary Schools in Delta State, Nigeria
Authors: Basil Iwhiwhu Enemute , Adomi Esharenana E.
Published: July 2006

Purpose

To share the status of school libraries and the need for more intensive training for school librarians.

Design/methodology/approach

Provides a brief report on the seminar held in October 2005.Findings – Continuing education of teacher‐librarians is central to this goal of having more school libraries in Delta State, Nigeria.Practical implications – Reform and continuing education of teacher‐librarians is needed to establish a better standard among primary school libraries in Delta State, Nigeria.

Originality/value

Inordinately high value placed on the educational process of building school library/media centres to support the school curriculum.
Scanning for Digitization Projects
Authors: Wentzel Larry
Published: July 2006

Purpose

An introduction to scanning for digitization projects

Design/methodology/approach

Description of the basic issues to consider when starting scanning projects.

Findings

Provides the baseline for types of scanners and plug‐ins, the scanning process, guidelines for resolution, bit depth, color space, and file formats.

Originality/value

This paper is useful for information management professionals who seek greater understanding of the basics involved in digitization projects.
Interview with our Contributing Editors, Heidi Hanson and Zoe Stewart‐Marshall
Authors: Gelfand Julia , Hanson Heidi , Stewart‐Marshall Zoe
Published: July 2006

Purpose

To introduce contributing editors of LHTN to our readers – where do they get their ideas and what range of professional responsibilities they current have is part of this interview.

Design/methodology/approach

The article is an interview of the contributing editors.

Findings

There are mammoth challenges in the nature of our work in large research libraries and staying informed and making what we do relevant to library users is definitely central to their thinking.

Practical implications

Trying to stay on top of new trends and technologies and contributing to an infrastructure that is user‐centered are common themes in this interview.

Originality/value

Making collections accessible and the resources of the online catalog and its records as flawless as possible is not an easy task as shared by the subjects of this interview.
A development planning application of relational epistemology
Authors: Shahadat Hossain Mohammad
Published: July 2006

Purpose

Aims to conceptualise a relational epistemology of development planning emanating from the episteme of oneness of Allah as the worldview of unity of knowledge and to make it empirically viable by combining statistical quantification and real‐time simulation in the spatial dimension.

Design/methodology/approach

These two estimation approaches and the empirical results are sequentially interconnected; showing how statistical results that are always static in nature can be dynamically represented by real‐time graphical simulation in spatial representation.

Findings

The policy implication underlying the normative issues interconnecting the statistical results and the spatial dimension real‐time simulation results by vivid simulation is pointed out.

Originality/value

The results are impressive for guiding policy in cases where there are negative partial elasticity coefficients between sectoral gross domestic product and total employment. The same model can be extended in much broader contexts of development planning in inter‐sectoral, national, regional, and global perspectives.
The impact of relational assumptions on the task of influencing suppliers
Authors: Ellegaard Chris
Published: July 2006

Purpose

Aims to demonstrate that the task of influencing suppliers cannot be handled through the application of generic, one‐size‐fits‐all influence approaches with optimum outcomes and, further, to introduce analytical models and practices that can assist purchasers in differentiating their influence approaches.

Design/methodology/approach

The relations between a producer of frequency converters and four suppliers of electronic components were studied in a hermeneutic qualitative case‐based research design.

Findings

The paper shows how the case company influenced the four suppliers through the application of the same coercive power‐inspired supplier evaluation exercise. The purchasers designed the evaluation according to narrow and uniform assumptions – for instance, assuming that all suppliers would exhibit a power‐abiding rationality. These assumptions led the purchasers to design a standard evaluation scheme that did not take the specifics of each supplier relation into account. Hence, different outcomes were reached in each supplier relation, and in three out of four relations negative results were experienced.

Research limitations/implications

Future research should investigate other influence mechanisms and could involve more buyer‐supplier relations. Furthermore, a longitudinal study could be valuable, providing richer data on developments in influence approaches and outcomes.

Practical implications

The paper shows how purchasers need to design their influence approach based on supplier analysis rather than on narrow assumptions and introduces two tools/models to assist in this task.

Originality/value

As a qualitative contribution to the mainly quantitative literature on influence, the paper demonstrates the need for differentiated influence approaches. Network strategy, value potential and supplier actor rationality are introduced as contingency parameters, and analytical practices are introduced to assist purchasers design supplier‐specific influence approaches.
Success factors in key accounts
Authors: Sharma Arun
Published: July 2006

Purpose

The paper seeks to present research that examines the success factors for key accounts within firms, i.e. what factors lead to successful versus unsuccessful key accounts.

Design/methodology/approach

Data from a consulting firm are analyzed to examine the success factors for key accounts within firms.

Findings

The results suggest that marketers' relational assets, personal/social bonds, dissatisfaction, and change in environment are the primary drivers of key account success.

Research limitations/implications

The paper summarizes one's understanding in this area and provides additional data that will allow firms to re‐evaluate their strategies regarding success of specific key accounts. In the light of the sample, additional studies are suggested.

Practical implications

Marketers need to invest more in relational assets, personal/social bonds, and satisfaction activities as well as monitor changes in the environment.

Originality/value

Key accounts have become an integral part of most business firms, as key account teams are created to provide extra attention to important customers and to allow a consolidation of selling activities to geographically dispersed large customer firms. Previous research has examined the success factors of key account programs between firms and this paper provides data on the success factors of key accounts within firms.
ESCRA
Authors: Ploetner Olaf
Published: July 2006

Purpose

This article seeks to discuss LUZ, a Brazilian energy supplier that has decided to use their network for telecommunication.

Design/methodology/approach

This case describes the acquisition‐process from the perspective of the ESCRA sales manager, whose actions are analyzed, evaluated and discussed in class.

Findings

LUZ, a Brazilian energy supplier, has decided to use their network for telecommunication. They found a subsidiary named LUZATEL for purchasing the required IT equipment. Four IT companies make it to the short list. One of them is ESCRA. ESCRA is a large Swedish producer of telecommunication equipment, who has recently started to additionally offer IT solutions.

Originality/value

This paper uses a Brazilian energy supplier as a case study.
Measurable marketing: a review of developments in marketing's measurability
Authors: Greenyer Andrew
Published: July 2006

Purpose

This paper aims to review recent changes in the nature and capabilities of responsive marketing, particularly the balance shift from cold prospecting to customer development, in order to challenge preconceptions about today's marketing metrics.

Design/methodology/approach

A variety of recent research outputs are reviewed, covering the topics of data availability, marketing communications channels, campaign outsourcing, and customer re‐recruitment.

Findings

The paper concludes that marketing return on investment (ROI) is increasingly measurable, but the balance of expectation has recently changed. Information on the customer or prospect, along with the ability to speak to them through certain channels, has become more restricted. And customers increasingly expect personalised, relevant communications from companies they already do business with. So marketers are having to invest in data gathering and campaign targeting. New developments have improved some areas: response modelling has increased in sophistication, and existing communications with customers are now being harnessed for marketing purposes.

Research implications/limitations

The research reported in this paper would benefit from further in‐depth study, especially regarding best‐practice use of existing channels to the customer, such as statements, regulatory correspondence and loyalty communications.

Practical implications

In practical terms, this paper highlights the need to re‐appraise metrics used to measure and monitor marketing ROI, in particular whether to use in‐house customer relationship management (CRM) systems, or whether to outsource the process.

Originality/value

The paper forms a timely prompt for marketing experts to challenge the received wisdom of marketing communications measurement, where the assumptions made five years ago cannot necessarily be treated as appropriate to the current situation.
Strategic marketing planning for a supplier of liquid food packaging products in Cyprus
Authors: Vrontis Demetris , Kogetsidis Harry , Stavrou Andreas
Published: July 2006

Purpose

This paper aims to provide a strategic review of the marketing function for a Cypriot company operating in the liquid food packaging industry (for reasons of confidentiality the name of the company is withheld). The paper focuses on the dairy market, where the company does not have a very strong market position, and illustrates how through an analysis of the environment (internal and external audit) the company's strategic direction and marketing plan can be designed more effectively.

Design/methodology/approach

The paper adopts a case study approach with primary research through in‐depth interviews with managers of the company under investigation.

Findings

The paper concludes that, by undertaking to rectify its weak marketing function, the company can develop capabilities that will lead to a fully integrated relationship with all its customers and significantly improve its market share.

Originality/value

The value of the paper lies in providing a new case study that highlights the importance of making the marketing function a more market/consumer oriented process that bridges the gap between strategic change and industrial complexity and instability.
Why consumers use and do not use technology‐enabled services
Authors: Walker Rhett H. , Johnson Lester W.
Published: July 2006

Purpose

The purpose of this paper is to report on and discuss findings of a research study undertaken to investigate and establish empirically reasons why people use, or choose not to use, three types of technology‐enabled service: internet banking, telephone bill‐paying, and internet shopping services.

Design/methodology/approach

A behavioural model is developed and tested, and the results support what is modelled and hypothesised.

Findings

In sum, the findings show that willingness to use the internet and telephone for financial and shopping services is influenced by the individual sense of personal capacity or capability to engage with these service systems, the perceived risks and relative advantages associated with their use, and the extent to which contact with service personnel is preferred or deemed necessary. The paper also contains attitudinal and behavioural insights, and concludes by discussing managerial implications and opportunities for further research.

Research limitations/implications

Limitations of the study are acknowledged, and opportunities for further research are highlighted.

Originality/value

The value of the paper lies in the light shed on usage behaviour and attitudes, and in the practical implications of these findings for service providers.
Service orientation and performance: an organizational perspective
Authors: Lytle Richard S. , Timmerman John E.
Published: July 2006

Purpose

With the growing interest in service orientation research, the concept has been demonstrated to be a defining factor in the creation of superior customer service and value. The purpose of the paper is to evaluate service orientation as a socially constructed variable, empirically examine its relationship with measures of organization performance, and offer implications for management.

Design/methodology/approach

This study was conducted to conceptualize and measure service orientation as an element of organizational culture, understand the linkage between service orientation as a strategic choice and organizational performance, and measure service orientation utilizing a multi‐informant approach.

Findings

The data indicated that organizational service orientation in banking is positively correlated with employee commitment, longevity, and esprit de corps, consumer products performance, service quality image, and banking profitability.

Research limitations/implications

The study had five principal limitations: the relationships were tested in one industry, the study was cross‐sectional, the researchers were dependent on self‐reported data, the incidence of low job performance may have affected other relationships in the study, and the number of strategic units was relatively small.

Practical implications

Organizational commitment and esprit de corps are important facets of an organization's culture that lead to longevity, higher service quality and profits.

Originality/value

This study is a step forward in investigating the organizational service orientation/organizational performance relationship in the arena of banking.
The impact of market price volatility on consumer satisfaction with lowest‐price refunds
Authors: Estelami Hooman , Bergstein Heather
Published: July 2006

Purpose

Despite retailers' growing use of lowest‐price refund policies, little is understood about how consumer satisfaction is influenced by them. This paper examines the potential role of market price volatility and store image on consumers' satisfaction of stores offering a lowest‐price refund.

Design/methodology/approach

Between‐subject experimental design is used in which subjects are presented with simulated shopping scenarios. In the shopping simulation lowest price refunds are provided to the subjects under different price volatility and store image conditions. Consumer satisfaction is then measured.

Findings

Results indicate that when market price volatility is high consumer satisfaction with lowest‐price refunds tends to be significantly higher for stores with a good image than stores with a poor image. As market price volatility increases, consumer perceptions of value increases for stores with a good image, while it declines for stores with a poor image.

Research limitations/implications

The results of the study are limited by the simulated shopping methodology that is used and the absence of field shopping behavior and covariate satisfaction and refund data from retail stores.

Practical implications

Despite receiving the same outcome, different consumers' satisfaction with lowest‐price refunds may be highly influenced by the environment. Generally, both market price volatility and store image influence consumer satisfaction.

Originality/value

By identifying specific market conditions that influence consumer satisfaction with lowest‐price refunds, it may be critical for certain retailers to mobilize their refund programs.
The art of service recovery: fact or fiction?
Authors: Hocutt Mary Ann , Bowers Michael R. , Todd Donavan D.
Published: July 2006

Purpose

To determine the impact of service recovery on consumer evaluations of service delivery.

Design/methodology/approach

An experiment investigated consumer responses to three dimensions of perceived fairness of recovery efforts: redress, responsiveness, and empathy/courtesy.

Findings

Results revealed that higher levels of redress independently increase positive consumer responses. It was further found that the interaction of employee responsiveness and courtesy can also have a dramatic impact on consumer evaluations. Satisfaction was highest and negative word‐of‐mouth (WOM) intentions were lowest only under conditions of high responsiveness and courtesy. Additionally, an interaction between courtesy and tangible rewards significantly decreased the level of negative WOM.

Practical implications

The research offers empirical support for the “service recovery paradox” suggesting effective post‐recovery efforts may not only counteract bad service experiences, but may increase satisfaction beyond levels held before the service failure.

Originality/value

Key elements for the proper structuring of a service recovery process are identified for management.
Income‐generating activities: a viable financial source for African academic libraries?
Authors: Boadi Benzies Y.
Published: July 2006

Purpose

The purpose of this paper is to determine the current state of financial support of African university libraries, and explore non‐traditional methods of providing funding for them.

Design/methodology/approach

The paper takes a comparative look at the funding pattern of library and information services in Africa, particularly academic libraries, over the past two decades.

Findings

The paper finds that the national governments, the main financial providers, are usually held liable for the continuing inadequacy of the financial support and are, therefore, seen as having ignored their financial responsibility toward libraries. This financial neglect negatively impacts the quality of services provided by the university libraries and, consequently, the quality of teaching and research programs at the universities served by them.

Originality/value

As a possible way of breaking away from the complete and absolute reliance on government funding which has proved to be unreliable, alternative ways of funding are suggested. These include information consultancy and brokerage services and other income‐generating activities.
The time machine: federated searching today and tomorrow
Authors: Oberhelman David D.
Published: July 2006

Purpose –  – To explore the searchability and search results obtained from the Central Search federated search engine product.Design/methodology/approach – Common keywords are used to test how Central Search processes the search query and how it categorizes search results by subject.Findings – Central Search offers a wide number of results but is not as effective in sorting results by subject.Research limitations/implications – The literature on federated searching is limited because of the products have only recently been released. More study is necessary to determine how effective Central Search and related federated search engines will be for more refined, subject‐specific searches.Practical implications – This assessment emphasizes some of the problematical aspects of federated searching in an academic library environment.Originality/value – Responds to the need for a practical demonstration of how federated search products such as Central Search actually perform searches and how they processes the myriad results they retrieve.
Building social capital through the use of an appreciative inquiry theoretical perspective in a school and university partnership
Authors: Calabrese Raymond L.
Published: July 2006

Purpose

The purpose of this paper is to explore the ecology of collaboration between school and university partners using an appreciative inquiry theoretical perspective and to demonstrate how it enhances the social capital in school and university partnerships.

Design/methodology/approach

A case study of a partnership of an inner‐city high school and university doctoral action research was explored in the frameworks of mutuality, social capital, and appreciative inquiry. The theoretical perspective of appreciative inquiry served as the basis for the mutuality between administrators and faculty in the inner‐city high school and the doctoral action research team.

Findings

Findings suggest that approaching school‐university partnerships through an appreciative inquiry theoretical perspective creates an environment for building trust, sharing knowledge, and increasing bridging capital, thus benefiting both the school and university.

Originality/value

The action research team formed a partnership with teachers and administrators. The action research was transformed by the partnership and reports showed substantial progress in student achievement scores in mathematics and science. Hopefully, some of that achievement can be attributed to the research and the paper on which it is based.
School‐university partnerships for closing the achievement gap: ethical concerns
Authors: Catelli Linda A.
Published: July 2006

Purpose

The purpose of this paper is three‐fold. First, the historical phases of the school‐university partnership movement and its potential for closing the achievement gap is described. Second, is to have schools and universities recognize their ethical obligation to act as partners in meeting this challenge, and subsequently to develop partnership relationships from a stronger ethical base and with a clearer sense of the ramifications that can occur if there is failure to close the achievement gap. Third, is to promote a more holistic, ethical and comprehensive approach to partnerships that includes teacher education as a key player.

Design/methodology/approach

The paper draws on information gleaned from existing literature and the author's own experience.

Findings

The ethical ramifications of schools and universities (included here is teacher education) failing to join forces as partners to respond to the need to close the achievement gap and ensure a quality education for all forecast a rather disturbing view of people as educators in a democratic society.

Originality/value

Gives in‐depth views on existing links between primary, secondary and higher education and will be of interest to those in the field.
Present company excepted or accepted?
Authors: Place A. William , Clark Lindle Jane
Published: July 2006

Purpose

The persisting tension over the relative importance of theory and practice creates a crevasse between scholars and practitioners. The purpose here is to problematize divisions between cultural norms found among scholars and practitioners.

Design/methodology/approach

Both authors, higher education scholars, experienced temporary assignments as public school leaders and reflect on their experiences moving back and forth between school leadership practice and academia. This qualitative and autobiographical work draws on a combination of hermeneutics in the dominant educational leadership literature and the co‐authors' experiences recorded in journals, saved memos and other school data records. These data sets and continuing access to their professional and scholarly colleagues provided the basis for analyses.

Findings

Draws on three main points: curricular balance; faculty composition; and research, and, while it strongly encourages faculty to seek ways to connect or reconnect with the field, opines that, if the field's curriculum for development and preparation with research is balanced, then faculty will connect with practice.

Originality/value

Research carried out in the program is of high quality, driven by practice, and useful to practitioners and/or policy makers.
Creating collaborations: from isolationism to community
Authors: Slater Judith J.
Published: July 2006

Purpose

The focus of this work is on the theories that explicate the possibilities of collaboration from the perspective of the participants.

Design/methodology/approach

The paper is based on the literature and the author's own experiences and knowledge.

Findings

Finds that successful change is characterized by changes in people: in the way they think and act due to and within particular organizational structures and in the way they interact with the world outside those structures.

Originality/value

Gives advice on the steps that need to be taken to gain support with collaboration in organizations and to be able to identify resistance to it.
Institutional admissions policies in higher education
Authors: Greenbank Paul
Published: July 2006

Purpose

This article analyses how higher education institutions (HEIs) have responded to government policy to increase the participation rates of students from lower social classes through their admissions policies.

Design/methodology/approach

The article uses documentary evidence and interviews with institutional policy makers to examine HEI admissions policies and the rationale underpinning them.

Findings

This research found that admissions policies owed more to the nature of demand than attempts to widen participation. Old universities tend to ask for high A‐level grades and were sceptical about the value of vocational qualifications, but demonstrated a willingness to be more flexible where there was a low demand for courses. Less prestigious institutions tend to recruit more students from working class backgrounds because of the markets they were able to recruit in rather than because of their widening participation policies.

Research limitations/implications

Whilst this study is based on a small number of cases, the evidence suggests that institutional admissions policies perpetuate the problem of working class disadvantage. The ability of HEIs to review and change their admissions policies is, however, constrained by the way government policy encourages a competitive and stratified system of higher education. This is unlikely to change in the foreseeable future, but those wanting equality of opportunity in HE need to continue to put pressure on institutional policy makers to develop more inclusive systems of admission.

Originality/value

By interviewing key institutional policy makers this article has been able to provide insights into the rationale behind HEI policy on admissions and widening participation.
“Great classroom teaching” and more
Authors: Jackson Michael
Published: July 2006

Purpose

In this paper teaching excellence awards are evaluated, with an eye to improving them.

Design/methodology/approach

Literature is reviewed and an analytic framework developed in Canada is modified to apply to the University of Sydney's Vice Chancellor Outstanding Teaching Award. Data come from 60 respondents familiar with the Sydney award and web research on the Australian Group of Eight research‐intensive universities.

Findings

Among the conclusions reached are that the Sydney award is supported even by those who have been unsuccessful in applying for it, that awards alone do not make teaching the equal to research in a university that identifies itself as a research university, awards that integrate into the university's strategic direction are powerful, and that awards that have a continuing profile ease that integration.

Research limitations/implications

Along the way, several contentious points are discussed including the relationship of awards to promotion and the importance of pedagogic awareness of the reflective practitioner in picking out outstanding teachers who can articulate their approach to benefit others and to integrate with the larger purposes of the university beyond their own classroom.

Originality/value

Some practical means to enhance the impact of teaching awards are identified.
Restructuring a higher education institution
Authors: Sadiq Sohail M. , Daud Salina , Rajadurai Jegatheesan
Published: July 2006

Purpose

The competitive environment facing all organizations has forced many of them to choose strategies that enhance organizational effectiveness and efficiency. Re‐engineering is one of the tools used in administering productivity improvements, cost control and asset management.

Design/methodology/approach

This paper examines the re‐engineering process of a higher education institution (HEI) in Malaysia. The impact of cost reduction strategies linked to the overall performance of the organization is discussed in comparison to management system prior to restructuring; vision, mission and strategic direction; core business processes; financial performance analysis; corporate and organizational structure; reorganization of learning centers; courses offered; human resource policies and customers feedback.

Findings

The study found that generally the HEI focused on the cost‐cutting strategy especially on cost of sales and operational expenses. Consequently, there were increases in the utilization of the learning; occupancy of the learning centers; number of home courses offered increased and a decrease in employment of part‐time teaching staff. There were also marked improvements in academic networks and partnerships that provide for knowledge exchange and transfer.

Originality/value

Although a number of studies have been carried out in Malaysia, very few have concentrated on restructuring process of higher educational institutions. This study critically examines the restructuring process and the major gains of a higher educational institution that embarked on a restructuring program to fully meet its objectives of high quality education and training.