bluuebunny/crossref_metadata_2025 huggingface dataset:
Doing Business with Eastern Europe:
Authors: Healey Nigel M.
Published: July 2002

Concentrates attention on the implications of events in Eastern Europe
for the private sector rather than the popular debates on the
macroeconomics and politics of the situation which are important for
private business only in so far as they shape the commercial environment
in these economies. The real questions facing business are: what are
the opportunities and threats that follow from the opening‐up of Eastern
Europe? And how should the private sector respond?
The interaction between economic growth in the EU and South‐East Asia
Authors: Metwally Mokhtar M.
Published: July 2002

Develops and tests a simultaneous equation model to assess the effect of growth in exports to the EU on the economic development of five South‐East Asian countries. Emphasizes the role played by economic interdependence and estimates the degree of feedback effects between each Asian economy and the EU.
European funding in action – a Merseyside experience of RECHAR
Authors: Wallace John F. , Parnell Martin F.
Published: July 2002

Examines in depth the practical realities and difficulties of initiating and sustaining a major tourism development project which is intended to further economic regeneration and job‐creation and is funded in partnership with the European Union. The financial framework of the scheme, the “Hotties” in St Helens (Merseyside), is provided by the European Structural Funds including the RECHAR Initiative. The contribution of the European Regional Development Fund and the European Social Fund are also evaluated. In addition the purportedly complementary role of central government is addressed, through the Urban Programme and City Challenge schemes. Two fundamental issues emerge as crucially governing outcomes: the precise structure and nature of the complex public/private partnerships involved; and vexed problem of “additionality”, which remains an unresolved matter. Clearly demonstrates the urgent need for far greater integration and co‐ordination of public policy and the rationalization of the application and implementation procedures.
Leasing in Poland – privatization, financing and current
problems
Authors: Gao Simon S.
Published: July 2002

Discusses leasing in Poland with a focus on leasing privatization
arrangements and leasing finance, and analyses current major problems
involved. On the one hand, leasing has been used in Poland as a means of
privatizing the state‐owned enterprises and has been considered as one
of the best ways to facilitate privatization. On the other hand, leasing
as an alternative approach to financing is a small‐scale business, and
the leasing market is underdeveloped. The current ten major problems
facing the Polish leasing industry highlighted in this article are bound
up with the transformation of the whole economy. Generally, leasing
business in Poland faces relatively high risk. The solutions to the
current problems are not easily found, and assistance from the West is
urgently needed.
Mental modelling complexity in EC value chains
Authors: McHardy Peter
Published: July 2002

Presents a method for environmental scanning for small– to
medium‐sized enterprises (SMEs) not familiar with strategic planning.
Mental modelling is used to scan the domino effects of patterns of
change and relate them to the micro, rather than the macro level. Posits
unique opportunities and some threats for SMEs as a result of the single
market. Suggests that this method will be of benefit to entrepreneurs,
advisers, and students on entrepreneurial business courses.
Recent developments in regulating the pharmaceutical business in the EU
Authors: Earl‐Slater Alan
Published: July 2002

The pharmaceutical business has long been a source of controversy, particularly the ability to market a drug for human consumption. The thalidomide disaster of the late 1950s and early 1960s invoked all nations in the 15 member states of the EU to require that a pharmaceutical product intended for human consumption have an official market licence before it is allowed onto the nation’s market. Until December 1994 each nation in the EU could decide itself what products came onto its market. From January 1995 the European Commission, facilitated by the European Medicines Evaluation Agency, has had the power to decide on applications for pan‐EU market licences. Explores the new EU licensing system, drawing from past and present experience, and argues that although complex at least four sets of motivations lie behind the construction of the EMEA system: the EU prisoners’ dilemma; four types of market failures; extensions of politico‐bureaucratic business and, finally, the inability of the pharmaceutical industry to nurture effectively any feasible alternative to the new system.
International retail expansion within the EU and NAFTA
Authors: Alexander Nicholas
Published: July 2002

Discusses the internationalization of retail operations within the European Union (EU) and the North America Free Trade Agreement (NAFTA). Discusses the determining factors behind the internationalization process and the influence this has on the flow of international investment. Places the motivations behind internationalization indicated by the survey results presented within the debate on the internationalization process. Analyses and uses to illustrate these determining factors, the particular experiences and attitudes of UK retailers towards international expansion. As a group, large UK retailers provide an interesting indicator of changing perceptions and underlying factors that determine the nature of international organizational growth and development. The EU and NAFTA provide useful market comparisons when assessing this process. Presents and discusses observable trends and survey results. Considers current and future developments in the internationalization process.
A comparison of auditors’ legal liability in the USA and selected European countries
Authors: Baker C. Richard , Quick Reiner
Published: July 2002

Compares auditors’ legal liability to third parties in several major countries, with principal emphasis on comparisons between the USA and the UK. Public accountants claim that they are being adversely affected by lawsuits brought by shareholders, creditors and other third parties. It has been asserted, without any specific evidence, that increased exposure to legal liability has caused public accounting firms to cease the practice of auditing or go out of business entirely. Details auditors’ legal liability to third parties in the USA and Europe and, in particular, the UK. Concludes by reviewing certain positions taken by the Fédération des Experts Comptables Européens with respect to auditors’ legal liability in the face of European economic and political union.
The single European market in financial services
Authors: Chakravarty S.P. , Molyneux P.M.
Published: July 2002

There are two views of the European Union which appear at initial reading to be different from each other. The first is a vision of a free‐trading group, a Europe of nations, and the second is a vision of a European nation‐state. In the calculations of gains and losses, the former is often regarded as a problem in economics and the latter is treated as a problem in politics. Argues that this dichotomy is erroneous. The degree of liberalization in trade between nations is limited by the degree of residual sovereignty left in the nation‐states. Institutional differences are accentuated if the economic and political institutions of member countries do not converge. These institutional differences are often ignored in calculations about the gains from integration in pronouncements emanating from Brussels. Illustrates the above point by raising issues which are specific to trade in financial services.
Strategic change in the European defence industry
Authors: Bishop Paul
Published: July 2002

Discusses how recent changes in the European defence market have forced leading defence companies to make significant changes to their corporate strategy. Examines these changes, reviews the existing literature on strategic change in the defence sector and provides a detailed case study of British Aerospace. Shows that the process of strategy formulation is complex and changing. Moreover, makes it clear that the defence market is restructuring at a European and international level and that the process of managerial collaboration is intensifying. Says that the future of the defence industry and the strategic focus of defence firms is thus unlikely to remain in the hands of national governments but will be determined at a European or global level.
Naturally enterprising ‐ eco‐design, creative thinking and the greening of business products
Authors: Beard Colin , Hartmann Rainer
Published: July 2002

Argues that currently many businesses are looking to reduce the environmental impact of their activities or products but sadly the results are often disappointing. Sustainable development remains elusive. The future clearly demands something different ‐ we need solution focused products that produce an E‐plus effect. These will increasingly dominate future markets and provide the key to a competitive edge. The challenges, and barriers, are, however, likely to be significant ‐ concurrently the environmental lobby is changing tactics, moving from problem/blame campaigning to preventive/solutions campaigning. Campaigners rightly point to the earth bank balance as continually overdrawn and unhealthy, with life support systems threatened and biodiversity declining. No one appears to re‐invest in this global bank balance. Withdrawals are easy, but investing is not so easy. With the E‐plus concept creativity and innovation will require different patterns of thinking from the people that have hitherto used their talent to create existing new products and markets or to survive hard times. Managers need not only promote a climate of innovation and creativity but do so in directions that are fundamentally different. Business talent and enterprise is poised to become a major player as a social force. The talent is out there and some of the new innovative thinking patterns are explained in this article through the description of simple examples from across Europe.
Workplace Management Strategies for a New Millenium
Authors: Patrickson Margaret
Published: July 2002

Addresses the impact which the currently occurring changes in
organizational culture towards a “lean and mean” philosophy are likely to
have on an ageing workforce entering a new millenium. Gives a general
overview of the changes which have occurred in the population and in the
structure and management of organizations during the last decade and
examines potential consequences which these changes might have for
recruitment, ongoing management and disengagement of staff in the next
century.
Career Choice of Undergraduates and SMEs in Singapore
Authors: Ang Teo Hee , Teng Fatt Poon James
Published: July 2002

Small and medium‐sized enterprises (SMEs) are generally perceived as
more nimble because of their small size compared with multinational
corporations (MNCs). They are corporations therefore seen as more
entrepreneurial. Thus for a country to succeed, SMEs should be
encouraged. In order for SMEs to thrive, among other things, they should
be perceived by prospective job seekers as presenting attractive career
opportunities. Presents the views of a particularly important group of
job seekers, namely university undergraduates, relating to their career
intentions, including working for SMEs as against MNCs. The survey of
270 first‐year accountancy and business undergraduates found that SMEs
are less favourably perceived than MNCs when it comes to employment. In
this light, SMEs need to reassess their recruitment and human resource
strategies, as well as to project a new image to match the changing
demands of the business world. Also suggests implications for policy
makers.
Journal Writing Assists in Career Changing
Authors: Kimeldorf Martin
Published: July 2002

Suggests journal writing can help integrate and personalize occupational
change and so provides a journal‐writing exercise to illustrate a
focused career exploration exercise. Provides a series of steps/tasks
to bring the reader′s creative self‐knowledge to the fore to reveal true
dreams and passions. Includes talents lists which supply list‐creating
activities: a lists analysis; combining and prioritizing to develop
category labels describing strongest interests and talents; playing with
dream jobs; and “Job Wanted”, part of which has the reader writing a
“help wanted” advertisement to describe skills needed for a job using
favourite talents. Advises the reader to form networks with people who
have similar interests to gain knowledge of job openings.
Impact of employee benefits on work motivation and productivity
Authors: Hong Jon‐Chao , Yang Sung‐De , Wang Li‐Jung , Chiou En‐Fu , Su Fan‐Yin , Huang sui‐Lan
Published: July 2002

Everyone works in expectation of some rewards, and welfare is one
of them. In order to understand the impact of employee benefits on
employees′ work‐motivation and productivity, questionnaires were sent to
corporations which had undertaken employee benefit programmes. Some of
the significant results of this study are: employee benefit programmes
have greater impact on work‐motivation than on productivity; monetary
benefit programmes are most highly valued by both executives and
workers; there is a cognitive gap between management and worker on the
importance of employee benefit programmes; different genders have
different benefit demands; unmarried employees, more than married
employees, perceive that employee benefits have a greater impact on job
performance. Employees with different education levels and positions
perceive different employee benefit impacts; and employee benefit
programmes have greater influence on younger employees′ job performance.
Communication
Authors: Yan He , Fiorito Susan S.
Published: July 2002

This study examines the determinants of CAD/CAM adoption in American textile and apparel industries. Theories of innovation were used to develop hypotheses relating market factors to manufacturers' decisions to adopt CAD/CAM technologies. A variety of sources were used to develop the survey which was mailed to a national random sample of 500 textile and apparel manufacturers. The responses of 103 manufacturers from 30 different states were analyzed. Factor analysis was used to identify the dimensions of reasons for CAD/CAM adoption. Hypotheses were tested with logistic regression analysis procedures. The CAD/CAM adoption was found to be driven primarily by the market and affected by the business‐unit size. In addition, labor considerations affected recent CAD/CAM adoption.
The influence of selected antecedents on frontline staff’s perceptions of service recovery performance
Authors: Boshoff Christo , Allen Janine
Published: July 2002

This study considers the impact that some organisational factors can have on a service firm’s ability to return dissatisfied customers to a state of satisfaction through service recovery. In other words, it investigates the potential impact organisational variables (modelled as antecedents) can have on the service recovery performance of frontline staff. It also assesses the impact that successful service recovery has on two outcome variables, namely, intentions to resign and job satisfaction. The results show that organisational commitment exerts a strong positive influence on the service recovery performance of frontline staff as does empowerment and rewarding them for service excellence. When frontline staff are performing service recovery effectively, they are less likely to resign and report higher levels of job satisfaction.
Customer equity considerations in service recovery: a cross‐industry perspective
Authors: de Ruyter Ko , Wetzels Martin
Published: July 2002

Service recovery, or “doing things very right the second time” has been identified as a strategic issue in the services marketing and management literature. So far, much of the research on this phenomenon has departed from the disconfirmation paradigm. However, since perceptions of fairness play such an important role in service recovery situations, it seems desirable to supplement extant literature with the equity paradigm. Therefore, we designed an experimental study to assess the impact of customer equity considerations on perceived quality, satisfaction, loyalty and trust with respect to service recovery across different service industries. Our findings reveal that in general, distributional fairness and procedural fairness during the service recovery significantly improve scores for service quality, customer satisfaction, customer loyalty and trust, whereas interactional fairness only enhances customer trust perceptions. Furthermore, our results suggest that the effects of equity considerations in a service recovery situation are idiosyncratic to specific service industries.
The role of technology and quality on hospital financial performance
Authors: Li Ling X. , Collier David A.
Published: July 2002

The stimulus for this research is that as US hospitals and health care organizations become more competitive, wise investments in technology and quality improvement are keys to financial success and survival. A structural equation model is hypothesized using the following five constructs: clinical technology; information technology; clinical quality; process quality; and hospital financial performance. No research to date has examined the relationships between the type of technology, the type of quality, and hospital financial performance. The general research hypothesis tested is that hospital technology directly drives (affects) quality and hospital financial performance. The results indicate that the type of hospital technology (clinical or information) drives different types of quality‐related performance (clinical or process), and directly and indirectly affects hospital financial performance. The simple recursive model documented here is an important first step to defining more complete models that accurately predict hospital financial performance as a function of technology and quality investments and initiatives. The article concludes by summarizing results, discussing their implications, and proposing future research ideas.
Barriers to customer‐oriented management accounting in financial services
Authors: Flohr Nielsen Jørn , Nikolaj D. Bukh Per , Mols Niels Peter
Published: July 2002

In the retail financial sector competitive pressure seems to challenge traditional management accounting systems, which often do not allow the identification of profitable customer relationships. Drawing on a stage model and data from management accountants, branch managers and frontline employees in Danish financial service companies, this article investigates barriers to the implementation of customer‐oriented management accounting. The article documents how financial institutions are increasingly integrating management accounting systems with customer‐related activities thus enabling customer profitability analyses. However, several barriers related to organization structure, resources and attitudes hamper further customer‐oriented changes. Data gathered at the branch level strongly indicate problems of ownership and project sponsoring, and it is argued that new accounting systems may be less important to customer orientation than empowerment and goal‐oriented participation of the frontline employees.
Foreign ownership structure of service equity joint ventures in China
Authors: Chadee Doren D.
Published: July 2002

This paper investigates the foreign ownership structure of service equity joint ventures (EJVs) in China. In less than 20 years, China has emerged from a closed economy to become the second largest recipient of foreign direct investment (FDI) in the world. Now that China is a member of the World Trade Organisation, liberalisation of FDI is expected to accelerate even further. Despite the fact that an increasing proportion of FDI in China is in the form of equity joint ventures in the service sector, little is known of the ownership structure of service EJVs. Using a database of 6,430 foreign EJVs, in China from 1984 to 1996, this paper shows that foreign equity ownership differs significantly between service and manufacturing EJVs with foreign ownership generally being higher in service EJVs. The overall results also suggest that the gradual liberalisation of FDI in the service sector by Chinese authorities has had a positive effect on foreign equity ownership.
A Synthesised Service Quality Model with Managerial Implications
Authors: Brogowicz Andrew A. , Delene Linda M. , Lyth David M.
Published: July 2002

A synthesised service quality model with managerial implications is
presented. This synthesised model is based on the works of the Nordic
and the North American schools of service research. The model presents
the overall service quality gap as a result of both technical and
functional quality gaps. The core of the synthesised model is the idea
that management must determine both what customers expect and
how they expect to get it. Management must plan, implement and
control the service offering to limit, reduce, or eliminate service
quality gaps.
A Taxonomy for Service Processes and its Implications for System Design
Authors: Wemmerlöv Urban
Published: July 2002

The growing importance of service delivery highlights the need for
well designed and operated service systems. A frame‐work, developed from
the perspective of an operations manager, can aid in the understanding
of service production, assist in the identification of appropriate
design strategies, and prescribe associated system design choices. The
major dimensions of the taxonomy are the characteristics of the
system/customer interface (direct, indirect, or no customer contact) and
the attributes of the service process (rigid or fluid service
processes).
Management Consulting: Towards a Successful Relationship
Authors: Edvardsson Bo
Published: July 2002

An empirical study of management consultancy in Sweden is
presented. It focuses on critical factors in the purchasing process,
mainly from the purchaser′s point of view. Purchasing management
consultancy is viewed as an interactive process. In many cases, the
interplay between purchasers and management consultants may be
characterised as a long‐term interactive relationship. Both the buyer
and the consultant(s) should contribute at different stages in the
process. Mutual trust is a key factor for success.
Service Management: A Management Focus for Service Competition
Authors: Gronroos Christian
Published: July 2002

In most western economies at least, both service firms and
manufacturers of goods are facing a new type of competition, which has
been emerging over the last decade or so. The technical solution
embedded in a service or a good does not guarantee a solid competitive
position any more, as it often used to do. This new situation can be
called service competition, because managers will have to appreciate the
importance of good service in most competitive situations and, moreover,
to understand what new challenges they will have to cope with in this
situation. The new competition requires a “service know‐how”
on the strategic as well as on the operational level. The consequences
for the strategic thinking in a firm and the challenges for management
are discussed. A definition of service management is proposed and a set
of principles of service management are put forward.
Service Management/Leadership: Different from Management/Leadership in Industrial Organisations?
Authors: Wilderom Celeste P.M.
Published: July 2002

While a vast literature exists on management/leadership, little
systematic attention has been given to whether the difference in
character between service‐and non‐service production processes demands a
different style of management. Because of the direct contact between the
client and service provider (particularly at the lowest level of the
organisation), optimal reciprocal communication processes, both
horizontal and vertical, form an important success factor and prime
marketing tool for service systems. This article highlights the role of
the manager/leader in optimising the exchange of information between
client and service organisation. In this vein, the transactional,
transformational and transinformational leadership styles will be
contrasted.
The Role of Rites of Integration in Service Delivery
Authors: Siehl Caren , Bowen David E. , Pearson Christine M.
Published: July 2002

Rites of integration can establish the appropriate level of
psychological involvement between service providers and customers during
the service encounter. This facilitates customers sharing information
necessary for service production and the favourable evaluation by
customers of the cues they perceive during the service delivery process.
The design of alternative rites that result in varying levels of
involvement are described, as are the consequences associated with
customers having their expectations of involvement confirmed or
disconfirmed.
Carlzon′s Moments of Truth – A Critical Appraisal
Authors: Blois K.J.
Published: July 2002

Reviews Jan Carlzon′s Moments of Truth, identifying those
features which are distinctive, those which have received academic
attention and those which appear worthy of further academic study.
Whether highly trained specialists or general managers, managers must
develop the expertise of seeing the firm as an integrated system serving
the customer. Both types therefore must become customer‐oriented expert
generalists. Also, if academics wish to continue to educate businessmen,
they too have to develop a customer orientation and must also become
expert generalists.
Service Breakdowns: A Study of Critical Incidents in an Airline
Authors: Edvardsson Bo
Published: July 2002

Presents the results of an empirical study of critical incidents in
an airline. Describes and analyses service breakdowns from the
customers′ point of view and thus creates a basis for “crisis
management”. The discussion is based on interviews with 320
customers and 80 airline employees. Focuses on negative critical
incidents in the relations between the service provider and business
passengers. Provides a background as to why quality in services is an
important aspect of management and a major research field. Discusses the
typical features of service production and defines the term critical
incident. Considers the strengths and weaknesses of the Critical
Incident Technique (CIT) and describes the choice of method and model
for the empirical study. Presents and discusses the results of the
survey. Reveals, among other things, that there is a considerable
difference between the way customers perceive critical incidents and the
view of the airline employees as to what causes critical situations for
the customer. This shows how important direct information from customers
is. Further, it appears that many critical incidents can be explained by
faults in the production system, primarily regarding information to and
communication with customers.
Service Management: An Evaluation and the Future
Authors: Gummesson Evert
Published: July 2002

Deals with the future of service management in specific service
management terms but also in broader, societal terms, from both a
practitioner and a scholarly perspective. Claims that service
management concerns not only what is traditionally known as service
organizations, but also constitutes a future paradigm for organizations
in general. The goods‐services division in its traditional sense is
outdated; it represents a myopic production view, while the service
economy is an expression for customer‐oriented and citizen‐oriented,
value‐enhancing offering. Although service management has taken a giant
step since the late 1970s, we are just beginning to see a new era of
management that will fight the battle for economic survival in the
future service society.
Business Process Re‐engineering
Authors: Maull Roger , Childe Stephen
Published: July 2002

Investigates the current literature surrounding business process
re‐engineering (BPR). Defines BPR and distinguishes between
re‐engineering and other change programmes. Sets out a general approach
to BPR and outlines the results from the application of this approach to
the bank. This analysis of results includes an assessment of the
applicability of the ICAM definition method, IDEF0, in helping companies
implement BPR programmes.
Service Firm Location Decisions: Some Midwestern Evidence
Authors: Schmenner Roger W.
Published: July 2002

Using survey returns from 926 service operations of all types from five
states of the American Midwest, provides insight on what drives their
location choices. The location decision is considered a two‐stage
process: a general area decision followed by a particular site decision.
No matter how the “general area” is defined (more locally‐oriented
versus more regionally‐oriented), the most important influences are good
infrastructure, proximity to customers, and the ability to attract
qualified labour. The rank orders of influences are much the same for
both locally‐ and regionally‐oriented firms. Identifies three different
partitions of the sample in order to capture any local versus regional
distinctions, but finds no substantial distinctions to be evident in the
location decision making of the different types of firms. When
considering a “particular site”, the most important influences are
parking, an attractive building, an attractive cost or rent, and the
ability to meet specialized space needs. Differences across industries,
for both the general area and particular site decisions, are generally
as expected. Hospitals, utilities and construction were largely immune
to location influences, while more wholesale‐and retail‐oriented
services were much more sensitive to such influences.
Statistical Methods for Monitoring Service Processes
Authors: Wood Michael
Published: July 2002

The techniques of statistical process control (SPC) are designed to
monitor production processes in order to prevent the production of waste
and improve the quality of future output. The emphasis is on the
prevention of problems before they occur instead of simply revealing and
correcting past mistakes. SPC is now increasingly used for service
processes as well as the manufacturing processes for which it was
originally developed. This raises the question of whether the same
benefits can be achieved, and whether the techniques need to be refined
in any way, if they are to be equally useful in the service arena. Looks
at a number of examples of the application of SPC techniques to service
processes. Argues that there are features of many service processes
which have implications for the way SPC should be applied. Proposes a
set of guidelines for systems for the statistical monitoring of service
processes. Argues that standard SPC techniques can yield substantial
benefits for service processes, provided that users remember these
guidelines. In particular, argues that the use of the word
“control”, and so the phrase “statistical process control”, is often
inappropriate. Finally, suggests that some of the conclusions may be
equally applicable to many production processes.
How to describe your service
Authors: Congram Carole , Epelman Michael
Published: July 2002

Service management has underestimated the importance of a process
description in achieving service and organizational excellence. What
service managers need is a methodology for describing service processes.
Recommends the use of the structured analysis and design technique
(SADT), a methodology particularly suitable for activity‐based
processes. It can be used to help service providers obtain a better
picture of the processes in which they participate, achieve improvements
in service delivery, foster internal communication, and even design a
service. Illustrates in two models the concepts of the SADT and its
graphics language – the first developed in a professional service
firm, and the second in an academic setting. Evaluates the SADT against
eight criteria and concludes that the SADT is a versatile and useful
modelling methodology that will help service management and employees
reach organizational consensus on a service process.
Performance measurement in service businesses revisited
Authors: Brignall Stan , Ballantine Joan
Published: July 2002

Points out that the topic of performance measurement (PM) has received a lot of attention in recent years, with many competing PM models vying for management attention, and recently much of the literature on PM has been summarized in a taxonomic framework by Ballantine and Brignall (1995). Drawing on this taxonomy, describes research which updates the original model for PM in services developed by Fitzgerald et al. (1991), as summarized by Brignall et al. in the November 1991 issue of Management Accounting (UK). Shows that the new model considers PM at all levels of a business, not just at the strategic business unit (SBU) level, and makes propositions relevant to PM system design including information technology (IT) aspects.
Optimal scheduling of shifts and breaks using employees having limited time‐availability
Authors: Thompson Gary M.
Published: July 2002

Observes that managers of service operations frequently resort to using employees who are available for work only at limited times when labour supplies are tight or when they desire (or require) the scheduling flexibility offered by employees willing to work part‐time. Presents a triply‐implicit integer programming model for the optimal scheduling of shifts and breaks using employees who are each available for work only during an individually specified portion of the operating day. Compares the ease of solving the model, and four others, over two sets of test problems representing a range of conditions existing in service organizations. Concludes that the new model more compactly represents problems, particularly those with high flexibility, facilitating its solution to optimality.
Agents of change?
Authors: Brubakk Bjorn , Wilkinson Adrian
Published: July 2002

Discusses the increase in interest (both managerial and theoretical) in the field of corporate culture. Drawing on research in the financial services, points to the critical role of branch managers (middle managers) in the role of corporate culture change. While top leadership was important in providing a catalyst for change, employees’ perceptions of such leadership was vague. Branch managers were seen as the leaders on the ground, decoding and indeed reinterpreting corporate messages.
On the relationship between customer participation and satisfaction: two frameworks
Authors: Kellogg Deborah L. , Youngdahl William E. , Bowen David E.
Published: July 2002

Presents a programme of research from which a typology of service customers’ quality assurance behaviours was developed. The typology’s four behaviours define the broad range of service customers’ participation in service quality assurance. Examines the relationship between these behaviours and satisfaction. Presents an initial conceptualization of a service customer’s value chain constructed from these behaviours. Provides implications for services marketing, human resource management and service operations. In sum, the two conceptual frameworks presented in this research add to researchers’ and practitioners’ understanding of how customer participation in service delivery is related to satisfaction.
“Lean” service: in defense of a production‐line approach
Authors: Bowen David E. , Youngdahl William E.
Published: July 2002

The desirability of transferring manufacturing logic and practices to service operations, strongly advocated by Levitt (1972; 1976) in two classicHarvard Business Reviewarticles two decades ago, is now commonly challenged by both service researchers and practitioners. We defend a “production‐line approach to service” by arguing that services can “reindustrialize” by applying revised, progressive manufacturing technologies. We describe how services businesses such as Taco Bell, Southwest Airlines, and Shouldice Hospital have mastered what we call “lean” service ‐ the application of lean manufacturing principles to their own service operations. Overall, services tend to be innovation laggards, compared to manufacturing. Looking ahead, mass customization can be viewed as the convergence of service and manufacturing logic.
Content and measurement of productivity in the service sector
Authors: Vuorinen Ismo , Järvinen Raija , Lehtinen Uolevi
Published: July 2002

The purpose of this article is to elucidate the concept and measurement of productivity in the service sector. The concept of service productivity is divided into quantity and quality dimensions, and further into output and input elements. Moreover, the issue of measurement is analysed to show the problems related to the elaborated concept of productivity. The content and measurement of the dimensions of service productivity are illustrated through a case study focusing on the second largest insurance group in Finland. The various elements of quantity and quality dimensions were distinguished in the target firm, but especially the quality elements seem to require more serious attention in the future. The article ends with a plea for more interdisciplinary research between scholars on service productivity.
Introducing uncertain performance expectations in satisfaction models for services
Authors: Wirtz Jochen , Bateson John E.G.
Published: July 2002

Research on perceived risk and multiattribute models with uncertain attributes has shown that consumers are familiar with unit‐to‐unit variability of products and services, and can expect some kind of performance level distribution. This has led to the modelling of expectations along two dimensions – expected mean performance and some measure of its variance. This perspective is in accordance with theories on decision making in economics, finance and decision science. Satisfaction models, however, implicitly assume that expectations are unidimensional, and so far, no research has examined the impact of expected performance heterogeneity on the satisfaction processes. This is surprising, particularly in services marketing, as a high degree of performance heterogeneity is a frequently cited feature of service encounters. In this study, different levels of expected performance heterogeneity were manipulated using a unique laboratory simulator. The results clearly show that expected performance heterogeneity can have impact on the satisfaction process. In particular, at small levels of actual disconfirmation the presence of uncertainty in expectations improves the level of disconfirmation, shifting it towards “better than expected”, and improving overall satisfaction. At higher levels of disconfirmation, uncertainty in expectations did not show any effect on disconfirmation levels.
Profitability and customer satisfaction in services
Authors: Carù Antonella , Cugini Antonella
Published: July 2002

The work suggests a defining approach aimed at understanding the relations between client satisfaction and business profitability, with specific reference to services management. The paper makes use of the analysis of the reasons for the separation of the client satisfaction and cost containment orientations – a separation which is a weak point in the case of service businesses. It then develops a methodological approach for bringing together client satisfaction research and cost optimisation, the application of which is presented by means of a business case concerning a firm which offers a database service. This approach makes it possible to put in relationship the utility perceived by the customer with reference to the different attributes of the offer and the price which the customer is prepared to pay to obtain the utility. At the same time it makes it possible to compare the price thus determined and the effective cost of the activities which determine the services delivered. Research into compatibility between competitive and financial success is therefore allowed by reference to analysis of the service characteristics. These permit a joining together – the external and internal process of the company, or rather the value as perceived by customers (the relationship between utility and price sustained) and the cost sustained by the company in the generation of this value.
Optimal service design: integrating marketing and operations perspectives
Authors: Pullman Madeleine E. , Moore William L.
Published: July 2002

This paper develops an optimal service design model by combining a conjoint analysis‐based optimal product design model from marketing with capacity and demand management strategies from operations management to determine a profit maximizing service facility. It extends optimal product design models to services by specifically modeling the interactive relationship between potential attractiveness of a service, capacity and waiting times. Additionally it extends current capacity‐demand operations models by modeling the impacts of different capacity/demand matching strategies in a competitive market. Combining these two perspectives provides a more direct link between customer perceptions of various service attributes, including waiting time and profitability. An example is shown where the model is applied to an existing ski resort. Data are incorporated from resort management, existing customers, potential customers and industry experts to determine the profit maximizing mix of capacity and demand management strategies for an actual ski resort. The results show that important insights about profit maximization are gained from a model that captures the effects of capacity and demand management strategies.
Do emotional appeals work for services?
Authors: Mattila Anna S.
Published: July 2002

Despite a growing interest in services marketing as a research topic, the communication of service quality is relatively unexplored. The goal of this study was to shed some light on the relative effectiveness of emotional versus rational appeals in advertising services to potential new customers. Moreover, there was a desire to explore the impact of the following cues on post‐exposure attitude toward an unfamiliar service brand: employees or customers portrayed in the advertisement, pricing information and documentation strategy emphasizing service excellence. The results of this quasi‐experimental study suggest that appealing to a novice consumer’s emotional responses may be highly desirable in terms of creating a favourable attitude toward a service brand. Advertisement‐invoked emotions appear to strongly influence postexposure attitudes and service quality expectations among consumers with limited personal experiences with a service category. Finally, the findings of this study suggest that employing tangible cues of service excellence may be a more effective strategy in promoting an initial liking of a service brand among potential customers than focusing on price information.
Greece faces up to the EU packaging regulation
Authors: Mandaraka Maria , Kormentza Irene
Published: July 2002

Since the 1980s, packaging has been increasingly included in the environmental agenda. Worries about packaging waste have led governments to introduce packaging legislation and formulate waste policies. Since 1994, the Regulation 94/62/20.12.94 on Packaging and Packaging Waste provides a framework for measures to be taken in every country of the European Union to diminish the volume of packaging waste. Reports on a survey of Greek manufacturing aiming at the registration of the recent changes and trends in packaging materials used by consumer goods industries and the investigation of the main problems and prerequisites to meet the new legislative environment.
An overview of some of the policy implications of the eco‐economic development market
Authors: Munoz Lucio
Published: July 2002

The recent economic/environmental discourse on development issues has led to a new paradigm of development, called here the “eco‐economic development model”, but usually known as sustainable development (including both ecological and economic concerns), which has successfully substituted the traditional model of economic development in general acceptance. However, new models usually imply new rules and perhaps a new type of market, yet policy issues within the eco‐economic development paradigm are being addressed with theoretical constructs and a state of mind as if we were still in the old paradigm – perhaps because the nature and the internal structure of the new paradigm are not yet well known and understood, as nobody has apparently looked into this. It should be expected that the two paradigms are not equivalent to each other, and therefore, they should be addressed differently. This paper presents a qualitative approach, from a systematic point of view, which can be used to highlight how different the two paradigms are in terms of structure and policy implications. Then, this information is used to provide an answer to three questions: is the economic development market the same as the eco‐economic development market; if not, how many invisible hands are there in the eco‐economic development market; and what are the environmental, social, and economic policy implications of this situation?. Shows that new paradigms require a new line of thinking to market policy and planning.
Toxic encephalopathy
Authors: Rea William J. , Pan Yaqin
Published: July 2002

Describes a study involving 30 non‐smoking, white‐collar patients (aged 25‐50), 12 male, 18 female, chronically exposed (over 90 days) to non‐lethal doses of solvents – formaldehyde and chlorinated pesticides – in their offices. They exhibited short‐term memory loss, lack of concentration and balance, odor sensitivity and fatigue. When compared to control individuals, these people had objective brain dysfunction on triple camera brain (SPECT) CAT scan, brain mapping by multiple behavioral analysis, computerized balance testing, computerized Iriscorder for automatic nervous system measuring, inhaled double blind challenge, intradermal challenge and blood toxics. Toxic encephalopathy could then be diagnosed.
Towards sustainable development in the mid‐west region of Ireland
Authors: Kelly Ruth , Moles Richard
Published: July 2002

The University of Limerick, Ireland, in collaboration with the major local authorities in the mid‐west region of Ireland (Limerick County Council, Limerick Corporation, Clare County Council, Tipperary (North Riding) County Council and the Mid‐Western Regional Authority) is currently undertaking a project to promote sustainable development in the region. This is being achieved, first, through the promotion of public participation by directly involving members of local government, the voluntary and community sector and the general public in the region who form the mid‐west steering and advisory groups, second, the development of a range of indicators selected on the basis of sensitivity to sustainable development, and third, the design of a Local Agenda 21 programme in the mid‐west. The paper falls into two parts. First, the current situation in Ireland in relation to sustainable development is reviewed, and second, the University of Limerick case study is described.