bluuebunny/crossref_metadata_2025 huggingface dataset:
Critical success factors of knowledge management systems: a multi‐case analysis
Authors: Akhavan Peyman , Jafari Mostafa , Fathian Mohammad
Published: July 2006

Purpose

To date, critical success factors for design and implementing knowledge management (KM) system in a multi‐case study research have not been systematically investigated. Most of existing studies have derived their critical success factors from single company perspectives and have not considered all factors in an integrated way in a multi case study research. This paper is aimed to bridge this gap.

Design/methodology/approach

A qualitative case study technique has been used in this paper for data collection to gain insights into the topic being investigated. For that, “grounded theory” research approach has been selected by which the collected data from real case studies (successful organizations in KM adoption) are categorized and analyzed through specific stages. The extracted concepts can demonstrate critical success factors of KM system within organizations.

Findings

The overall results from the real case studies were positive, thus reflecting the appropriateness of the proposed critical success factors. Also 16 concepts and a conceptual framework are the other findings of this research that clarify how to design and implement a KM system in an organization. The conceptual framework presents a roadmap for success of KM programs in the organizations.

Practical implications

The set of critical success factors can act as a list of items for organizations to address when adopting KM. This helps to ensure that the essential issues and factors are covered during design and implementation phase. For academics, it provides a common language for them to discuss and study the factors crucial for the success of KM program in an organization.

Originality/value

This study is probably the first to provide an integrated perspective of critical success factors for implementing KM through a multi case study research. It gives valuable information and guidelines which hopefully will help the leaders to accomplish KM through their organizations in an effective way.
The impact of quality management in European companies' performance
Authors: Heras Saizarbitoria Iñaki , Arana Landín Germán , Casadesús Fa Martí
Published: July 2006

Purpose

This paper aims to analyse and show the influence on European companies' performance of the two most important models for quality management (QM) practice popularised in recent years: the ISO 9000 and the European Foundation for Quality Management models.

Design/methodology/approach

The methodology is a qualitative survey carried out in Spain using the Delphi method, based on previous research work. The results of this research were analysed and triangulated with the results of other surveys carried out previously, as well as with information gathered during several in‐depth interviews of the experts that participated in the Delphi panel.

Findings

In the opinion of the panel of experts, the implementation of QM models in the studied region has had a positive influence on company results, mainly through the improvement of operations, efficiency and the costs of companies' internal activities.

Originality/value

This is one of the first papers that show us the different impact of this kind of QM model in Europe.
Complex estimation of bending elasticity of hemp woven fabric after washing treatment
Authors: Mihailovic T. V.
Published: July 2006

Purpose

This paper aims to investigate the elasticity of hemp woven fabric under action of bending force, before and after washing treatment.

Design/methodology/approach

Bending elasticity was monitored in three different ways: through the value of bending modulus, on the basis of fabric's resistance to creasing expressed through the value of quality number, and through the value of bending deformation components. On the basis of the results obtained from the mentioned three types of investigations, the complex criterion of quality of washed and unwashed hemp fabric, from the aspect of their elasticity, was formulated.

Findings

Values of complex criterion as well as the values of bending modulus, quality number and total recurrent deformation pointed to the conclusion that investigated hemp fabric has, not good, but satisfied bending elasticity, especially after washing treatment. The values of bending deformation components served for establishing Frenkel's model of elastic behaviour under action of bending force of washed as well as unwashed hemp fabric.

Practical implications

Shows that the way on which Frenkel's model was established might be interesting because of its simplicity.

Originality/value

Provides information on the elasticity of hemp woven fabric before and after washing.
An experimental study on fabric softness evaluation
Authors: Zhang Peihua , Liu Xin , Wang Lijing , Wang Xungai
Published: July 2006

Purpose

To examine a simple testing method of measuring the force to pull a fabric through a series of parallel pins to determine the fabric softness property.

Design/methodology/approach

A testing system was setup for fabric pulling force measurements and the testing parameters were experimentally determined. The specific pulling forces were compared with the fabric assurance by simple testing (FAST) parameters and subjective softness ranking. Their correlations were also statistically analyzed.

Findings

The fabric pulling force reflects the physical and surface properties of the fabrics measured by the FAST instrument and its ability to rank fabric softness appears to be close to the human hand response on fabric softness. The pulling force method can also distinguish the difference of fabrics knitted with different wool fiber contents.

Research limitations/implications

Only 21 woven and three knitted fabrics were used for this investigation. More fabrics with different structures and finishes may be evaluated before the testing method can be put in practice.

Practical implications

The testing method could be used for objective assessment of fabric softness.

Originality/value

The testing method reported in this paper is a new concept in fabric softness measurement. It can provide objective specifications for fabric softness, thus should be valuable to fabric community.
Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior
Authors: Varela González José , García Garazo Teresa
Published: July 2006

Purpose

The purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB) of customer‐contact employees.

Design/methodology/approach

Questionnaires were carried out in 149 hotel firms. One customer‐contact employee and the manager provide the data in each hotel. The constructs were measured using existing scales. Structural equation models were used to examine the effects.

Findings

The empirical results enable one to identify the dimensions of OSO on which the managers of hotel firms should place greater emphasis in order to stimulate employee job satisfaction and OCB.

Research limitations/implications

The results are limited by the specificity of the geographic context. It would be of interest to complete the model by incorporating other variables, such as employees' trust of management, role conflict and role ambiguity, and measures of performance such as service quality.

Practical implications

The results indicate that managers must use service communicative leadership and service encounter practices to influence directly employee OCB and human resource management to improve employee job satisfaction and OCB.

Originality/value

The paper provides empirical evidence about the positive effect of the OSO on employee job satisfaction and citizenship behavior in the hospitality industry.
Reexamining the link between employee satisfaction and store performance in a retail environment
Authors: Keiningham Timothy L. , Aksoy Lerzan , Daly Robert M. , Perrier Kathy , Solom Antoine
Published: July 2006

Purpose

This research seeks to examine the generalizability/robustness of the findings in an exploratory study of the service‐profit chain using data from another Western European retailer operating in the same business sector.

Design/methodology/approach

This study applies correlation and regression analyses on data gathered from 38,513 employee surveys from 107 grocery “superstore” locations to explore the link between employee satisfaction and business performance.

Findings

The findings differ significantly from those of the exploratory study. When looking at the relationship between employee satisfaction and store profitability, the correlation is found to be effectively zero. When controlling for the size of store, however, the relationship is found to be positive.

Research limitations/implications

The results are based on cross‐sectional employee satisfaction data.

Originality/value

The original findings have received considerable exposure, being published first in the International Journal of Service Industry Management and later in the International Journal of Operations & Production Management. The results of this examination call into question the generalizability of the conclusions of the exploratory study using a larger data set in the same business sector and continent.
Measuring customer loyalty with multi‐item scales
Authors: Söderlund Magnus
Published: July 2006

Purpose

The contemporary interest in customer loyalty has resulted in a proliferation of multi‐item scales containing an aggregated mix of items that appears to reflect different aspects of loyalty. The most common application of this aggregation approach is to include two specific loyalty facets, repatronage intentions and word‐of‐mouth intentions, in the same loyalty measure and to proceed as if they reflect the same underlying construct. The purpose of this paper is to examine – and question – this practice in conceptual, methodological, and empirical terms.

Design/methodology/approach

Two empirical studies in service settings were conducted and multi‐item measures were used to collect data on repatronage intentions, word‐of‐mouth intentions, and satisfaction. A structural equation model approach was used to compare an aggregated measurement approach with an approach which models the two loyalty constructs as two separate factors.

Findings

The results indicate that repatronage intentions and word‐of‐mouth intentions can indeed be seen as two discrete constructs.

Practical implications

The results indicate that caution is called for when the investigator is measuring customer loyalty with multi‐item measures. Indeed, the lumping together of such facets as repatronage intentions and word‐of‐mouth intentions is likely to conceal significant aspects of loyalty per se and its relation to other variables in the nomological net.

Originality/value

Only a very limited number of existing studies measure customer loyalty with multi‐item scales and with an explicit assumption that several discrete facets of loyalty exist.
Sorting out the standards: what every records and information professional should know
Authors: Pember Margaret
Published: July 2006

Purpose

The purpose of this article is to explore the types of standards that exist for records and information management and examples of their use in practice.

Design/methodology/approach

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

Findings

Finds that standards provide a reference point for measurement, a global best practice benchmark against which to evaluate any record‐keeping program.

Originality/value

This article explores the types of standards that exist and examples of their use within records and information management. An overview of the value of standards as an essential tool of RIM practice is provided.
An archival/records management perspective on PDF/A
Authors: Sullivan Susan J.
Published: July 2006

Purpose

This article sets out to explain the purpose of PDF/A, how it addresses archival and records management concerns, how PDF/A was designed to have “desirable properties of a long‐term preservation format”, and the future of PDF/A.

Design/methodology/approach

The contents of this article are based on the author's knowledge and experience of the subject.

Findings

It is emphasized that PDF/A must be implemented in conjunction with policies and procedures, including quality assurance procedures to ensure acceptable replication of source material.

Originality/value

This article will be of interest to anyone working with PDF files. Work has already begun on PDF/A Part 2 which will be based on PDF 1.6. Application notes and a listing of frequently asked questions will be made publicly available to assist developers of PDF/A applications to better understand the requirements of the file format and provide implementation guidance.
Ethical dilemmas: the “bread and butter” of educational leaders' lives
Authors: Cranston Neil , Ehrich Lisa C. , Kimber Megan
Published: July 2006

Purpose

The purpose of this paper is to report on research into the ethical dilemmas faced by school heads from seven independent schools in Australia.

Design/methodology/approach

Data for the research were gathered by semi‐structured in‐depth interviews with the Heads, all of whom were experienced school leaders. All the schools had religious affiliations.

Findings

The findings are broadly consistent with the conclusions reached in other Australian and international studies dealing with school leaders which suggest that ethical dilemmas, usually concerning issues to do with staff or students, are so common now that they have become the “bread and butter” of educational leaders' lives. The findings contribute to a better understanding of the struggles school leaders experience when faced with such dilemmas and the forces at play as they seek to resolve them Typically, the dilemmas are not about “right” versus “wrong”, but “right” versus “right” options.

Research limitations/implications

It is clear that the ethical dimensions of the work of school leaders require further investigation as ethical dilemmas are almost a daily occurrence for them as they strive to make complex decisions in the best interests of their school communities.

Practical implications

Professional development in the areas of ethics and ethical decision‐making for school leaders is indicated. Problem‐based learning offers potential in this regard.

Originality/value

The research reported in the paper adds to, and builds on, the growing body of research into ethics in education, particularly how ethical issues emerge when school leaders are required to make complex decisions in contexts where individual, group and organisational interests may be in conflict.
Trust‐effectiveness patterns in schools
Authors: Forsyth Patrick B. , Barnes Laura L.B. , Adams Curt M.
Published: July 2006

Purpose

To investigate the consequences of relational trust, especially parent measured trust, for desirable school outcomes.

Design/methodology/approach

Using a US Midwestern state sample of 79 schools, parent and teacher trust data are used to derive a trust‐effectiveness typology. Trust was conceptualized as one party's willingness to be vulnerable to another party based on the confidence that the latter party is benevolent, reliable, competent, honest, and open.

Findings

Findings derived from the extraction of canonical correlation variates support the prediction that a complex and extensive trust environment is predictive of internal school conditions and consequences, even after accounting for socioeconomic status of the school community. Four theoretical trust‐effectiveness patterns emerge from the interpretation.

Research limitations/implications

The research design was planned as a school level study. Perceptual data collected at the individual level were intended for aggregation thus, nested analyses were not possible. Other evidence is offered for justification of aggregations.

Practical implications

Researchers and school leaders need to consider a broad trust environment as having relevance for predicting and enacting school success, not just those trust levels that can be measured as teacher perceptions.

Originality/value

Previous school trust research, when it has considered parent trust, measured it as a teacher perception. This study measures parent trust directly and hence more credibly. The empirically derived trust‐effectiveness school types introduce the possibility that “high teacher trust” can sometimes be part of a menacing school pattern.
Slotting allowances: short‐term gains and long‐term negative effects on retailers and consumers
Authors: Stanton John L. , Herbst Kenneth C.
Published: July 2006

Purpose

The food industry is the largest industry in the world, and when considering all of the other non‐food products (e.g. cleaning products, paper, etc.) that are sold through the food channel, it becomes even larger. There is one practice in the food channel that has a questionable impact on the efficiency and effectiveness of marketing of food and related products. The practice is called “slotting”. Slotting allowances are fees charged by food retailers to manufacturers for the right to have products in the store. While the practice is not new, it has reached a level that has everyone questioning its appropriateness. The purpose and approach of this research is to review the arguments in the literature both for and against the practice and then to estimate the most likely amounts currently spent on slotting.

Design/methodology/approach

Estimates based on a variety of reputable sources such as AC Nielsen and government estimates were used to model current levels. Ranges as well as estimates under various assumptions are made.

Findings

Slotting seems to have led to smaller regional companies being unable to gain market access because they cannot pay the high slotting charges. Meanwhile, medium and smaller‐sized global companies are having difficulty penetrating markets in which the practice of charging slotting is commonplace. Consumers are also suffering as the high slotting fees are causing manufacturers to “add on” to the prices to cover this “retail tax”.

Research limitations/implications

The primary limitation to this and all previous research in the area is that no hard estimates are available as companies do not report these figures.

Originality/value

The paper assesses the short‐term gains and long‐term negative effects on retailers and consumers in the USA.
Marketing and the bookselling brand
Authors: Laing Audrey , Royle Jo
Published: July 2006

Purpose

The purpose of this paper is to identify current marketing initiatives undertaken by UK chain booksellers and analyses them in the context of established retailing and marketing theory. Thus, established scholarly theory is being examined in a novel research setting.

Design/methodology/approach

The paper includes evidence and findings from semi‐structured, in‐depth interviews with various book trade experts working at different levels within the trade.

Findings

Focusing on the strategies behind the chains' marketing techniques, the paper concentrates in particular upon the new emphasis by UK chains upon serving a wider clientele and their efforts to establish individual identities and be “community responsive”. This has resulted in a re‐emphasis both upon customer service and on the relationship between bookseller and customer. New developments in the facilities to be found in chain bookshops, such as coffee shops and the proliferation of sofas and browsing areas are analysed as to their contribution to bookshop “atmosphere”.

Originality/value

This research is both timely, responding to calls from the trade for research and original, given the dearth of research on the book trade. The findings are examined within the context of academic theory in related fields, such as retailing, marketing and consumer behaviour. As such, findings from this highly original research are relevant both for the trade and for the wider academic community regarding their application and consideration in other scholarly settings.
Fluids or flows? Information and qualculation in medical practice
Authors: Moser Ingunn , Law John
Published: July 2006

Purpose

Seeks to explore the assumptions and limitations of current programmes for the creation of electronic patient records by comparing ICT programme statements with hospital uses of information.

Design/methodology/approach

Compares qualitative data from medical ICT programmes statements with data from ethnographic studies of hospital decision making. Uses actor‐network theory to develop a performative definition of information as that which secures a decision or “qualculation”, whether in the form of calculation or judgement.

Findings

Shows that decision making depends on a mix of formal and informal considerations that are, however, always restricted in scope and number. Shows that some of these are locally and organisationally contingent.

Research limitations/implications

The ethnographic findings illustrate the character of information rather than offering data about the character of decisions in different clinical locations.

Practical implications

Caution is needed in the face of claims about ICT programmes in health care. It is possible to anticipate neither all the uses of information nor what will count as information in advance.

Originality/value

The paper develops a performative definition of information. This is whatever secures a decision in practice. Information thus reflects a situated process of simplification and bounding of relevancies. This suggests that information not only flows (which is assumed in ICT programme statements) but also is fluid, unpredictably changing its form and character. This claim is relevant both to the design and use of ICT in health care and to the theory of information.
Self‐destructive dynamics in large‐scale technochange and some ways of counteracting it
Authors: Chae Bongsug , Francesco Lanzara Giovan
Published: July 2006

Purpose

Seeks to raise the question of why large‐scale technochange is difficult and often failure‐prone and to attempt to answer this question by viewing technochange as an instance of institutional change and design in which self‐destructive mechanisms are inherently embedded.

Design/methodology/approach

In order to explore the complex institutional dynamics of large‐scale technochange the paper uses the exploration/exploitation framework originally developed by March and extended by Lanzara to the study of institution‐building processes in the political domain. The argument is that problems in implementing large‐scale technochange stem from learning dilemmas in the inter‐temporal and inter‐group allocation of material and cognitive resources. The paper uses a case of large‐scale technology in a major US university system to illustrate the institutional perspective on technochange.

Findings

It is argued and illustrated that the development and redesign of large‐scale information systems involve both the exploration of alternative institutional arrangements and the exploitation of pre‐existing ones, such that a delicate balance must be struck to overcome incoherences and dilemmas between the two activities.

Research limitations/implications

The proposed framework to understand large‐scale technochange is not examined empirically. The illustration of the framework relies on a single large‐scale system project of a non‐profit organization in the USA. Further empirical work and comparative research on multiple cases are needed.

Practical implications

The paper discusses some sources of the failures of large‐scale technochange and offers three interrelated mechanisms to counteract such failure sources, namely focal points, increasing returns, and bricolage. These counteracting mechanisms may help organizations to effectively deal with the dilemmas of exploration and exploitation in technochange.

Originality/value

This paper fills the gap in understanding the nature of large‐scale technochange, providing an explanation of why it is difficult and failure‐prone and offering some modest proposals for intervention in large‐scale system projects.
Can a festival be too successful?A review of Spoleto, USA
Authors: Litvin Stephen W. , Fetter Elizabeth
Published: July 2006

Purpose

The purpose of this research is to study the impact of the Spoleto, USA festival on the Charleston, SC hotel industry. Anecdotal evidence indicates that, while the highly successful event has benefited the community as a whole, hotels have not shared in the good fortune festival organizers and university‐sponsored economic studies indicate should have accrued.

Design/methodology/approach

Secondary data, obtained from Smith Travel Research, spanning four festival periods (2000‐2003), have been analyzed, comparing festival‐period hotel occupancy rates and average daily rates (ADRs) with non‐festival periods.

Findings

Neither Spoleto‐period hotel occupancy nor ADR were enhanced by the festival. Analysis indicated that local hotels are not receiving the expected festival‐driven benefits. The numbers indicate that Spoleto has caused more potential visitors to avoid the city than it has attracted.

Research limitations/implications

On a micro‐level, Charleston hotel and tourism officials learn about a festival's impact on their city. On a macro‐level, other cities and festival organizers may be encouraged to review their events to determine whether they are contributing to their local economy as expected. There is no suggestion that what has occurred in Charleston would necessarily occur elsewhere.

Practical implications

The paper is quite practical and should be of significant value to industry and governmental officials. The most significant contribution is making the stakeholders aware of an issue of importance that is easily overlooked.

Originality/value

This research offers a fresh look at an issue not previously specifically addressed. While a healthy body of research speaks to the positive benefits of festivals and special events, looking at the potential shortfalls from the hotel's perspective makes this paper of significant value.
Graduate education and hospitality management in Ireland
Authors: Connolly Pauline , McGing Geraldine
Published: July 2006

Purpose

The purpose of this research is to explore how tertiary education has met the needs of hospitality management in three‐, four‐ and five‐star hotels in Dublin, Ireland and the factors which the hospitality industry highlight as being important when recruiting managers

Design/methodology/approach

A questionnaire was chosen as the most appropriate means of obtaining information from managers.

Findings

The data from this study indicate that the industry has a strong preference to hire people with practical skills and the providers of education need to concentrate on this element including placements in hotels as part of the courses they provide. It also highlights the fact that analytical skills are not considered to be very important, whereas problem‐solving and decision‐making skills are valued.

Practical implications

As a result of these findings, the authors suggest that an evaluation of graduate education in the hospitality industry in Ireland should be undertaken. This will enable the researchers to establish how courses are being designed and what learning outcomes providers of courses are hoping to achieve.

Originality/value

Educators who provide hospitality management courses need to ensure that the courses offered are meeting the needs of the industry. Research findings indicate that some providers of tertiary hospitality management courses do not meet the needs of the industry. The findings also indicate that placements are highly valued by industry. Therefore courses should include a practical work placement in their course outline.
Scottish café society: contemporary consumption issues and lifestyle identities
Authors: Scott Bernadette
Published: July 2006

Purpose

The purpose of this research is to provide a qualitative insight into contemporary issues of consumption and associated lifestyle identities within the branded coffee house sector in Scotland.

Design/methodology/approach

Based on summary case findings, the ethno‐methodological approach has provided a consumer‐based focus via the use of narratives which have helped to build pictures on routine aspects of this social phenomenon for analysis.

Findings

The study has highlighted a number of emergent issues and patterns pertinent to this popular sector as it infiltrates Scottish society. The addictive mix of quality products, sophisticated packaging, high levels of personal service with added social and environmental scruples have led to phenomenal growth in the postmodern Scottish urban landscape. Scottish consumers has become daily devotees to the designer cup with 83 per cent claiming that this type of consumption is fuelled by lifestyle considerations.

Research limitations/implications

Fieldwork was facilitated by nominated access in four branded operations across four Scottish cities. Controlled conditions were employed to facilitate generalization with further research desirable over a wider timeframe to allow evaluation of potential relationships between gender, geography and usage patterns.

Practical implications

Implications for the ubiquitous Scottish public house are clear in that there is evidence of competition with the branded coffee sector in terms of share of discretionary leisure spend. This, coupled with the apparently increasing feminization of social space with its preference for clean, healthy and positive lifestyle choices as opposed to the negative, predominantly male dominance of Scottish pub culture, indicates potential decline and further gender segregation at a time when companies are trying to involve the family more in the public house market.

Originality/value

This paper will be of interest to anyone who has pondered life over a cup of designer coffee in or from a branded outlet and wondered whatever one did before the advent of this US‐led revolution which people have adopted and adapted as their own brand of café culture.
Collaborative logistics management and the role of third‐party service providers
Authors: Stefansson Gunnar
Published: July 2006

Purpose

This paper aims to derive and verify a collaborative framework that specifies the role of different parties in contemporary logistics setups.

Design/methodology/approach

To prepare this paper, a study of the logistics literature has been conducted together with several case studies. The empirical evidence has been collected in Europe as well as in the USA. Different aspects of collaboration between organizations in logistics setups have been studied where the services and the activities have been analyzed to understand the characteristics of the role of third‐party service providers.

Findings

The results from the work cluster the different third‐party service providers in three different groups: carriers, logistics service providers (LSPs) and logistics service intermediaries (LSIs). All of these parties have different roles and provide various services in outsourced logistics setups. A collaborative logistics management (CLM) model has been derived that embraces the role of the different parties, the information and material flows between them, the interface attributes and the information systems architecture. In this paper, a focus is mainly on the part of the model that reveals the role of the third‐party service providers.

Practical implications

The practical implications of the work has its foundation in that activities, performed by two parties, can be adapted to each other so that their combined efficiency is improved. The CLM model can be applied when designing and negotiating third‐party services for specific logistics assignments.

Originality/value

The paper offers a model of logistics collaboration between the different parties in contemporary, outsourced logistics setups.
Effects of the Austrian road toll system on companies
Authors: Einbock Marcus
Published: July 2006

Purpose

The purpose of this paper is to discuss the consequences of the newly introduced Austrian road pricing system on companies.

Design/methodology/approach

As road pricing offers a good opportunity for infrastructure owners to generate revenues, the system was introduced in January 2004. Trucks and buses are now charged per kilometre driving on Austrian motorways with the amount depending on the number of axles. Therefore, enterprises whose trucks and buses use motorways are confronted with higher transport costs. These costs can be generally divided into direct and indirect ones. The main cost categories concerning indirect costs are costs for pre‐financing, for bad debts losses and for toll‐control. The paper assesses these kinds of costs and evaluates the cost effects in different branches. Further, empirical evidence based on a survey conducted in autumn 2003 is included, where enterprises were asked about their expectations concerning consequences of road pricing on their company. A major part of the paper discusses the changes in the planning system of enterprises. There exist a lot of strategies and measures reducing the total systems costs after introducing such a road pricing. Some of these strategies are presented more in detail. Besides description and evaluation, the strategies are faced with results generated by the survey.

Findings

This road toll systems leads to different effects on enterprises in Austria. At first accounting is confronted with a new cost type. Toll costs can be separated into direct and indirect toll costs. Both result in an increase of transport costs depending on the industry and partly the region. Higher transport costs can have an influence on the competitive ability in Austria and in foreign countries compared to inland and foreign companies. It is a general goal to reduce the toll‐based rise of logistics system costs that cannot be equated with minimising toll costs. Enterprises can pursue strategies in the field of procurement and distribution, changing the logistics network or in the scope of transportation and packing.

Originality/value

The paper points to an interesting implication of the system, which is an intensified use of logistics service providers to improve efficiency in transportation and logistics.
A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services
Authors: Olorunniwo Festus , Hsu Maxwell K.
Published: July 2006

Purpose

This paper aims to investigate the possibility that the typology of a service as well as the operationalization of the service measurement scale may determine the nature of the service quality (SQ) construct and its relationship with those of customer satisfaction (SAT) and behavioral intentions (BI).

Design/methodology/approach

The study utilized the service classification scheme developed by Schmenner and concentrated on the mass service category as an example to illustrate the concept with data from retail banking.

Findings

Confirmatory factor analysis indicated that “Responsiveness,” “Tangibility,” “Reliability,” “Knowledge,” and “Accessibility” dimensions contribute significantly to service quality. It was further observed that SAT fully mediates the impact of SQ on BI.

Research limitations/implications

A notable limitation is that the present study focuses only on mass service and uses only one industry (retail banking) to illustrate the findings. Future research should examine other service categories.

Practical implications

Service managers in the mass service category are recommended to devise operations and marketing strategies that focus on the SQ dimensions which can enhance customer satisfaction and, in turn, foster positive behavioral intentions.

Originality/value

This study presents a methodology for developing an operationizable service quality construct. It demonstrates that SQ, SAT and BI and their interrelationships may be typology‐specific. Thus, two or more industries may exhibit similar relationship characteristics with regard to these constructs, if they belong to the same service category. This knowledge can lead to inter‐industry benchmarking of best practices that can lead to better customer satisfaction and behavioral intentions.
Effect of communication mode in justice‐based service recovery
Authors: Shapiro Terri , Nieman‐Gonder Jennifer
Published: July 2006

Purpose

The purpose of this paper is to investigate the effects of organizational justice‐based recovery strategies and the mode of communication used following a service failure on key organizational variables including customer satisfaction, loyalty, and complaining behavior.

Design/methodology/approach

A scenario‐based experiment was used to depict a service failure and recovery experience involving a fictitious cellular phone provider. The scenario manipulated the type of organizational justice‐based recovery strategy and the mode of communication used during the recovery process. Surveys were used to measure participants' reactions to the experience.

Findings

The results of the study suggest no difference between the effect of justice‐based strategies on overall customer satisfaction or loyalty. However, participants who communicated in‐person or with a toll‐free number were more satisfied with the communication than those who used e‐mail. Customers were more likely to engage in informal negative word‐of‐mouth behavior than formally complaining to the company.

Research limitations/implications

Future research should investigate the length of the recovery process, whether or not the problem was successfully solved, and the effect of customers' communication mode preference. Scenario‐based experiments need to be replicated using real life service encounters/simulations.

Practical implications

Implications for organizations developing recovery strategies include: the cost of the recovery effort; utilizing multiple channels to increase formal complaining; and differences between in‐person and technological strategies.

Originality/value

The present study investigated both service recovery and communication mode using an experimental manipulation.
Retail personality and the Hispanic consumer
Authors: Wesley Scarlett C. , Fowler Deborah C. , Elena Vazquez Maria
Published: July 2006

Purpose

The purpose of this paper is to identify the personality characteristics Hispanic shoppers ascribe to US retailers. This study is an exploratory attempt to uncover inconsistencies between Hispanic shoppers' views of US retailers and how those retailers believe they are identified.

Design/methodology/approach

Focus group methodology used in the study allowed Hispanic shoppers to attribute personality characteristics to some of the most prevalent retailers in the USA.

Findings

Analysis revealed Hispanic shoppers' personification did affect their beliefs about retailers.

Research limitations/implications

There are many implications for retailers wishing to capture more of the Hispanic market segment including the importance of brand identity of the retailer and the buyer's self‐image.

Originality/value

This paper explores Hispanic shoppers' actual beliefs about US retailers, and is unique because of the different type of data collection techniques utilized to capture the data. The personification technique allowed individual, detailed descriptions of US retailers to emerge.
Lattice‐BGK simulation of steady flow through vascular tubes with double constrictions
Authors: Huang Haibo , Lee T.S. , Shu C.
Published: July 2006

Purpose

The aim of the present study is to evaluate the accuracy and efficiency of Lattice‐BGK (LBGK) method application in simulation of the 3D flow through complex geometry. On the other hand, the steady flows through vascular tube with Reynolds number 10‐150 and different constriction spacing ratios are simulated.

Design/methodology/approach

The numerical method is based on the LGBK method with an incompressible D3Q19 model. To treat the curved boundary, the “bounce back” scheme combined with spatial interpolation of second order is applied.

Findings

The highly axisymmetric property in the direct 3D tube flow simulation is observed. Solutions obtained from LBGK method are quite consistent with that of finite volume method (FVM). The overall order of accuracy of these LBGK solutions is about 1.89. The LBGK incompressible D3Q19 model with the curved boundary treatment can handle the problems of 3D steady flow through complex geometry.

Research limitations/implications

Investigating the flow in constricted vascular tubes with different stenose shape and higher Reynolds number is left for future work.

Practical implications

Lattice BGK method is the very useful tool to investigate the steady vascular flow.

Originality/value

Applying LBGK method with incompressible D3Q19 model to simulate the steady flow through complex geometry. The accuracy and efficiency of the present LBGK solver are examined.
Evaluation of subgrid scale kinetic energy models in large eddy simulations of turbulent channel flow
Authors: Winkler C.M. , Rani Sarma L.
Published: July 2006

Purpose

To evaluate the performance of different subgrid kinetic energy models across a range of Reynolds numbers while keeping the grid constant.

Design/methodology/approach

A dynamic subgrid kinetic energy model, a static coefficient kinetic energy model, and a “no‐model” method are compared with direct numerical simulation (DNS) data at two friction Reynolds numbers of 180 and 590 for turbulent channel flow.

Findings

Results indicate that, at lower Reynolds numbers, the dynamic model more closely matches DNS data. As the amount of energy in the unresolved scales increases, the performance of both kinetic energy models is seen to decrease.

Originality/value

This paper provides guidance to engineers who routinely use a single grid to study a wide range of flow conditions (i.e. Reynolds numbers), and what level of accuracy can be expected by using kinetic energy models for large eddy simulations.
Heat transfer enhancement in turbulent tube flow using Al2O3 nanoparticle suspension
Authors: El Bécaye Maïga Sidi , Tam Nguyen Cong , Galanis Nicolas , Roy Gilles , Maré Thierry , Coqueux Mickaël
Published: July 2006

Purpose

To study the hydrodynamic and thermal behaviors of a turbulent flow of nanofluids, which are composed of saturated water and Al2O3 nanoparticles at various concentrations, flowing inside a tube submitted to a uniform wall heat flux boundary condition.

Design/methodology/approach

A numerical method based on the “control‐volume” approach was used to solve the system of non‐linear and coupled governing equations. The classical κ‐ε model was employed in order to model the turbulence, together with staggered non‐uniform grid system. The computer model, satisfactorily validated, was used to perform an extended parametric study covering wide ranges of the governing parameters. Information regarding the hydrodynamic and thermal behaviors of nanofluid flow are presented.

Findings

Numerical results show that the inclusion of nanoparticles into the base fluid has produced an augmentation of the heat transfer coefficient, which has been found to increase appreciably with an increase of particles volume concentration. Such beneficial effect appears to be more pronounced for flows with moderate to high Reynolds number. In reverse, the presence of nanoparticles has induced a rather drastic effect on the wall shear stress that has also been found to increase with the particle loading. A new correlation, Nufd=0.085 Re0.71 Pr0.35, is proposed to calculate the fully‐developed heat transfer coefficient for the nanofluid considered.

Practical implications

This study has provided an interesting insight into the nanofluid thermal behaviors in the context of a confined tube flow. The results found can be easily exploited for various practical heat transfer and thermal applications.

Originality/value

The present study is believed to be an interesting and original contribution to the knowledge of the nanofluid thermal behaviors.
Numerical calculation of fully developed laminar flow in irregular annuli
Authors: Haddad O.M. , Al‐Odat M.Q.
Published: July 2006

Purpose

This study seeks to focus on the annular flow between rectangular and equilateral‐triangular ducts under all possible arrangements. The aim of this work is to obtain accurate prediction of the friction factor of this flow using high‐order finite element method.

Design/methodology/approach

Steady and fully developed laminar flow of incompressible Newtonian fluid in an annulus of variable cross‐sectional geometry is investigated numerically. Accurate prediction of the friction factor of this flow was obtained using high‐order finite element method.

Findings

The results were in agreement with already published findings in the literature. It was found that a higher annular area ratio will lead to a monotonic increase in fRe value in the case of regular annuli, and will lead to an increase followed by a decrease in fRe value in the case of irregular annuli. Also, it was, found that irregular annuli have lower fRe value than regular annuli, and that the square‐in‐triangle case has the lowest fRe value, whereas the square‐in‐square case has the highest fRe value.

Originality/value

Accurate prediction of the friction factor of the laminar flow in irregular annuli was obtained. Also, the obtained results can be utilized to optimize the annular geometries under consideration. In addition, the obtained results can lead to the design of more efficient heat exchangers.
Numerical analysis of natural convection in parallel, convergent, and divergent open‐ended channels
Authors: Marcondes Francisco , de Souza Melo Vinícius , Maurício Gurgel Jose
Published: July 2006

Purpose

To investigate the natural convection in open‐ended parallel, convergent, and divergent channels using a fully elliptic procedure without extending the domain outside the channel for the application of the boundary conditions at the inlet and outlet of the channels.

Design/methodology/approach

The model is two‐dimensional and fully elliptic in x and y directions, and the equations are solved only inside the channel by the finite volume method using a co‐located arrangement with a segregated procedure and boundary fitted coordinates. The pressure‐velocity coupling is solved by the PRIME algorithm.

Findings

The results are shown in terms of velocity vectors, streamlines, isotherms, and the local and the average Nusselt number for all fluids and configurations investigated. For high values of the Rayleigh number, a recirculation region in the outlet of all investigated configurations and Prandtl numbers was observed. Based on the results, a single correlation is proposed to evaluate the average Nusselt number for all fluids and configurations analyzed.

Research limitations/implications

The shown results are based on the following hypothesis: steady‐state, two‐dimensional, laminar flow, and Boussinesq's aproximation. The results are presented in following range of parameters: 105<(Smax/L)RaSmax<108, where Smax denotes the maximum distance between the plates and Ra denotes the Rayleigh number; half angle of convergence or divergence (θ): 5° and 15°; and Prandtl numbers: 0.7, 5.0, and 88.

Originality/value

Local and average Nusselt numbers, for Prandtl numbers varying from 0.70 to 88, and a correlation for the average Nusselt number for all fluids and configurations are presented. The results presented in this paper are useful to engineers and researchers involved in thermal design and numerical methods.