bluuebunny/crossref_metadata_2025 huggingface dataset:
Determination of recruitment and transition strategies
Authors: Škraba Andrej , Kljajić Miroljub , Papler Peter , Kofjač Davorin , Obed Mitja
Published: November 2011

Purpose

This paper aims to describe the development and application of a manpower planning system for the Slovenian armed forces using a system approach, system dynamics (SD) and numerical optimization.

Design/methodology/approach

The model of the hierarchical manpower system was developed by SD methodology and formulated in discrete time space. The problem of tracking the goal trajectories in the eight topmost ranks at the prescribed boundaries was solved by application of the quadratic performance index and finite automata (FA) which was used for classification of acceptable strategies. Genetic algorithms (GA) as well as pattern search were compared at the numeric optimization.

Findings

Employing SD and a system approach increases the understanding of the system control. The definition of an optimum strategy, which would consider only target values for ranks within prescribed parameter boundaries, could provide an undesired oscillatory solution. Inclusion of rules by FA to determine acceptable strategies based on the time response of a strategy provided acceptable, nonoscillatory solutions. GA and pattern search were considered where pattern search was shown to be significantly more suitable for the task of control strategy determination.

Practical implications

The developed system and methodology was applied by the Slovenian Armed Forces in the process of restructuring.

Social implications

The developed approach permits a moderate transition to the new desired structure. Restructuring without a clear understanding of the system structure and dynamics might result in undesired social impacts such as strikes and riots.

Originality/value

Provision of the systemic view of the hierarchical manpower system and application of FA to determine the proper control of a complex system.
Rare elements and ecology
Authors: Andrew Alex M.
Published: November 2011

Purpose

The paper seeks to review the undesirable side‐effects of some measures to protect the environment, particularly the results of increased demand for certain metals used in hybrid cars and wind turbines, and for tantalum for mobile phones. The increased demands for indium and lithium due to technical developments are also discussed although they do not pose corresponding dilemmas.

Design/methodology/approach

The aim is to review developments on the internet, especially those of general cybernetic interest.

Findings

Undesirable side‐effects need to be considered, though means of overcoming them are not always apparent.

Practical implications

In the case of tantalum and mobile phones, attention has been given to ethical sourcing. The possibility of indium extraction in the UK is a welcome development.

Originality/value

It is hoped this is a valuable periodic review.
Creative consumers: awareness, attitude and action
Authors: Berthon Pierre , Campbell Colin , Pitt Leyland , McCarthy Ian
Published: November 2011

Purpose

This paper aims to report on the construction of a scale to measure a firm's stance towards creative consumers; that is, customers who adapt, modify or transform a proprietary offering.

Design/methodology/approach

A measurement instrument, called the 3As, is developed to assess the extent to which an organization is aware of its creative customers, its attitude towards its creative customers, and finally the action it takes in response to its creative customers. A total of 178 Executive MBA students were used to fine‐tune a set of items using exploratory factor analysis (EFA).

Findings

An empirical test of reliability and validity resulted in three clearly defined factors or dimensions, which correspond to the three constructs of awareness, attitude and action. The relationship between the scales' prediction of stances and a manager's self typing of the organization is assessed, and the relationship between firm stance, environmental turbulence, and performance explored.

Originality/value

This paper provides the first scale for measuring a firm's stance toward creative consumers.
Managing web site performance taking account of the contingency role of branding in multi‐channel retailing
Authors: Carlson Jamie , O'Cass Aron
Published: November 2011

Purpose

The paper aims to examine the role of service branding and web site performances in a multi‐channel retail context by studying consumers who have on‐going relationships with retailers. Focus is placed on understanding perceptions of image congruency of the retail service brand across physical and electronic channels, together with web site performance perceptions influencing web site attitudes. The effects of web site attitudes on behavioural loyalty are also investigated.

Design/methodology/approach

Data were gathered via an online survey from 196 consumers and analysed using structural equation modelling via PLS analysis.

Findings

The findings shed light on the importance of cross‐channel service brand management together with managing critical web site service interface capabilities in the retail environment to engender favourable web site attitudes and customer loyalty outcomes.

Practical implications

Multi‐channel retailers should carefully consider the degree to which consumers perceive the web site and its performance to be congruous with the retailer's brand image which appears to influence how information is subsequently processed and impacts customer loyalty behavior.

Originality/value

The findings are of value to multi‐channel retail practitioners and focus on how consumers with an ongoing relationship with the retailer integrate offline and online brand images in the formation of web site attitudes. In addition, the study examines both cognitive and hedonic elements of web site performance in the research framework.
On becoming a culturally plural consumer
Authors: Sankaran K. , Demangeot Catherine
Published: November 2011

Purpose

This paper aims to examine consumption behavior to understand how individuals become culturally plural consumers through exploratory research conducted in one of the world's most urban multi‐cultural environments, the UAE. As a starting point consumption was deemed as “consummatory” in accord with Holbrook.

Design/methodology/approach

The data were collected through 20 interviews with UAE residents. This included men and women, ages ranging from 20s to 60s, representing 11 countries from five continents. Broadly a hermeneutic approach was followed in eliciting how culturally plural consumption behaviors emerged and interpreting how the process unfolded. The study examined multicultural habits pertaining to products or services chosen by the respondents. These covered food, cuisine, books, beverages, music, dance, clothes, TV and health treatments among others.

Findings

Patterns of consumption acts create a consumption behavior that may be described as extemporaneous, expedient and emergent. The nature of the consumption process depends on a host of triggers that includes culturally diverse predisposition of the consumer, multi‐cultural identities, social cues, contextual factors and individuals' proclivity towards experimentalism. Taken together it is found that the praxis of becoming a culturally plural consumer is a learning process that has an emergent quality.

Research limitations/implications

This study is exploratory and qualitative in nature with no firm conclusions.

Practical implications

In culturally plural markets consumers have to be approached with a fine brush. Many of the current taken‐for‐granted ideals of marketing will be questioned by the approach suggested in this paper. As Stewart aptly said, understanding of praxis “would allow for practical action, based on edifying philosophy”.

Originality/value

While Holbrook's idea of consummation is a metaphor for consumption that is well‐known, it is not adequately understood nor followed up with research. This inquiry into consumption praxis is a contribution to that end with significant implications for twenty‐first‐century marketing.
Preserving records in the cloud
Authors: Askhoj Jan , Sugimoto Shigeo , Nagamori Mitsuharu
Published: November 2011

Purpose

The purpose of this paper is to examine the characteristics of managing records in a cloud computing environment and compare these with existing archiving models, exemplified by the open archival information system (OAIS) reference model.

Design/methodology/approach

The authors compare the functional entities in OAIS with a layered model of cloud computing, in which services are abstracted and shared between layers.

Findings

It is concluded that there are a number of areas where OAIS does not integrate well with cloud computing systems. Based on the findings, a new layered model for a cloud archiving system is defined using the concepts and information types from the OAIS reference model. The proposed model allows the sharing of functionality and information objects by making them available as services to higher layers. The model covers the entire document lifecycle, making archive functionality such as preservation planning possible at an early stage and helping to simplify records transfer.

Research limitations/implications

The model provides a simple, OAIS compatible approach to representing how digital objects and necessary metadata can be transferred from content creation systems to archives systems.

Originality/value

Whereas a lot of research has been done on the technical aspects of cloud storage, there is a lack of focus on how to comprehensively integrate records transfer and preservation in cloud systems. This paper fills in some of the gaps.
Motivations for records management in mobile work
Authors: Mäkinen Sari , Henttonen Pekka
Published: November 2011

Purpose

All organisations may not have the same motivations for investing in records management. For some organisations the benefits of records management are more important than for others. It can be hypothesised that an organisation with a “natural” motivation for records management controls records processes more thoroughly than an organisation without a similar motivation. However, it is not understood how organisational context affects records management. In this paper the aim is to examine what motivations there are for an organisation to invest in records management especially in a mobile working environment.

Design/methodology/approach

Aspects explored were ISO standards, and record users in three different organisations. The empirical data were gathered by interviews with 25 respondents and qualitative analysis of the ISO 15489 standard content. Results from the interviews were compared with the ISO standard. For this purpose, quantitative analysis was used to identify and categorise motivations given in the standard.

Findings

Respondents highlighted information‐based and work‐process related ISO motivations. In general, internal motivations were emphasised and cultural‐societal goals were practically not mentioned at all. For mobile users records management is a tool to manage information and support their own and colleagues' work processes. The organisation's function affects the nature of the records produced, and this has an impact on users' attitude towards and knowledge of records management.

Originality/value

Analysis of motivations in the ISO 15489‐1 standard gives a new perspective to organisational records management. The motivations complement the picture given by studies of records usage in organisations.
A new approach to records management with the Information Workplace Platform
Authors: Castillo‐Soto Alexis , Baker Gill
Published: November 2011

Purpose

This case study aims to set out the challenges faced by the Department for Education (DfE) in managing information and encouraging collaboration. The DfE has restructured its systems and delivered the Information Workplace Platform (IWP), in order to encourage better collaborative working and improve the success of its records management processes.

Design/methodology/approach

The case study gathers together information from a number of sources within the Department (through interviews with individuals and written materials) to establish the “story” of the development of the IWP.

Findings

The case study includes details of the benefits of the implementation of IWP, both quantitative and qualitative.

Originality/value

This case study fulfils a need to share best practice with others in order to encourage positive change for information management, collaboration and records management across the public sector.
US and global efforts to expand the use of electronic health records
Authors: Stanberry Kurt
Published: November 2011

Purpose

This paper seeks to analyze attempts, in the USA and globally, to create new and improved methods used to manage patient health information: electronic medical records (EHRs). This new system of records management is to be examined to determine the possible benefits for patients, providers, insurers, employers, and others, as well as barriers to the use of EHRs, particularly in those embedded in US law.

Design/methodology/approach

In the USA, and in various other jurisdictions, new laws have been enacted to incentivize the use of EHRs, and the paper examines the regulations and provisions incentivizing the adoption of this type of integrated system for lifelong tracking of health‐related information. There are issues to be dealt with, such as cost, privacy, and legality, but each of these can and must be overcome to effectively manage and communicate health care information

Findings

The use of EHRs is increasing in the USA and globally, both in acute care hospitals and in primary care medical practices, largely accomplished through positive incentives, and penalties for non‐compliance. There are also various countries well on the way to wide‐spread use of electronic health records management.

Social implications

The use of EHRs creates a societal benefit, initially one on an individual level, but one which over time could rise to a level positively affecting health care on a national, even global level.

Originality/value

The paper is based on an analysis of relevant laws/regulations, best practices, and anecdotal/observational evidence. No empirical evidence survey or study was conducted, primarily because the process of implementation of EHRs is too new. It is of value to practitioners, policy makers, and interested public parties.
Accountability, open government and record keeping: time to think again?
Authors: Tough Alistair
Published: November 2011

Purpose

The purpose of this paper is to re‐visit debates around accountability, openness and record keeping and to suggest that existing assumptions need to be challenged.

Design/methodology/approach

This is a scholarly essay based on published and unpublished works. The focus is on parliamentary democracies where the Queen or a titular president is head of state.

Findings

The primary role of records managers as active citizens should be to provide systems that will enable others to discharge their duties. The primary role of archivists in a plural democracy should be to secure the record for the future. The notion that archivists need to protect the record from political pressure should be re‐considered. A more pressing need is for political pressure to be applied at the highest level, to ensure that there is a record.

Research limitations/implications

The research has been limited by the fact that the author has not had access to the Cabinet Office.

Social implications

If the upper echelons of the British Government are to function effectively then the collapse of proper procedures and proper record keeping described by Tony Blair needs to be addressed as a matter of urgency.

Originality/value

This article is original in so far as it offers a new perspective on issues concerning accountability, openness and records and it challenges existing orthodoxies.
A structural equation model assessment of logistics strategy
Authors: Kohn Jonathan W. , McGinnis Michael A. , Kara Ali
Published: November 2011

Purpose

The purpose of this paper is to assess relevance of the three dimensions (process strategy, market strategy, and information strategy) of the Bowersox and Daugherty typology to logistics strategy and organizational competitive outcomes.

Design/methodology/approach

Empirical data gathered from US logistics managers were analyzed using second‐order factor analysis to examine the Bowersox/Daugherty typology's relevance to logistics strategy and organizational competitive responsiveness.

Findings

The findings identify overall logistics strategy and its effect on logistics coordination effectiveness, customer service effectiveness and organizational competitive responsiveness. Implications for teachers and practitioners of logistics and supply chain management are discussed.

Practical implications

The paper's findings expand the understanding of logistics strategy's role in organizational competitive responsiveness. In addition, the findings of this paper provide a foundation for future research into comparative studies of business logistics management and supply chain management.

Originality/value

The paper provides empirical insights that could facilitate the development of logistics management/supply chain management theory.
Operational effects and firms' responses
Authors: Yu Yang , Lindsay Valerie
Published: November 2011

Purpose

The purpose of this paper is to clarify the impact of international outsourcing on manufacturing strategy and performance of apparel manufacturing firms. The authors aim to show how managers address the effects of international outsourcing on four dimensions of manufacturing strategy – cost, quality, flexibility and delivery.

Design/methodology/approach

The paper utilises a qualitative exploratory approach. The authors adopted a case study method, collecting data through face‐to‐face, semi‐structured interviews with managers of six apparel manufacturing firms, selected on the basis of a number of criteria, including their use of international outsourcing.

Findings

The findings show that international outsourcing generates both positive and negative effects on the firms' competencies in four manufacturing dimensions (cost, quality, flexibility and delivery). A conceptual framework is presented that shows how firms' managerial actions carried out to address the effects of outsourcing play a crucial role in determining their manufacturing performance.

Research limitations/implications

Because the sample comprised small and medium‐sized apparel firms from New Zealand, the findings may lack generalisability. Further research could expand this work to large multinational companies and service providers in international outsourcing.

Practical implications

The findings suggest that managers of apparel firms which engage in international outsourcing of manufacturing need to consider the impacts on their manufacturing strategy, particularly with respect to the potential trade‐offs between the manufacturing priorities.

Originality/value

The paper addresses a research gap in the outsourcing and manufacturing literatures by exploring the effects of international outsourcing on manufacturing strategy, and the impact of managerial responses to these effects, on firm performance.
Building the extended enterprise: key collaboration factors
Authors: Braziotis Christos , Tannock James
Published: November 2011

Purpose

The purpose of this paper is to explore supply chain collaboration issues in the extended enterprise (EE) to develop a more complete understanding of the nature and effectiveness of collaboration in the transition towards, but also within, the EE paradigm.

Design/methodology/approach

The paper presents results from a three‐company case study focusing on the civil aerospace industry, with all companies taking part in an EE. The research involved obtaining and systematically analysing a diversity of interview data and company documents to assist in the development of theory, which was subject to a systematic validation process.

Findings

The authors propose a taxonomy, which, first, assists in understanding the transition towards the EE and supports a distinction between sets of factors that affect the effectiveness of collaboration, termed the “contractual” and “engaging” factors. Second, it assists in understanding the dynamic, complex nature of the EE paradigm and suggests a further breakdown of the “engaging” factors into “enabling” and “enhancing” sub‐sets.

Practical implications

The taxonomy assists in comprehending the EE concept and can also help to provide a road map in the transition towards and development within this paradigm. The description of the factors and their interrelationships suggest key areas that managers may wish to consider to enhance the effectiveness of collaboration among participant organisations.

Originality/value

This is an empirically‐based paper that presents new understanding about the EE paradigm, focussing especially on the effectiveness of collaboration among members, and using a multidisciplinary approach which draws upon strategic, operations and knowledge management fields.
Exploring retail format choice among US males
Authors: Carpenter Jason M. , Brosdahl Deborah J.C.
Published: November 2011

Purpose

The purpose of this paper is to explore retail format choice among male shoppers, using desired store attributes and shopping orientations as predictors of format choice.

Design/methodology/approach

Male shoppers in the USA (n=560) were surveyed via the internet. Multiple regression was used to evaluate the data.

Findings

The findings identify distinctive predictors of male patronage across several retail formats including department stores, discounters, category killers, dollar stores and internet only stores.

Research limitations/implications

The findings identify desired store attributes and shopping orientations of frequent male patrons of several retail formats. The information provided is useful for advancing the retail format choice literature as well as for retailers to better understand male patrons. Future research could examine patronage of newly developed retail formats and include situational variables that could provide additional predictive power for retail format choice among males.

Practical implications

This research provides retailers with specific knowledge to identify males who are likely to frequent specific retail formats based on desired store attributes and shopping orientations.

Originality/value

This exploratory study uses desired store attributes and shopping orientations to profile male shoppers of several retail formats in the USA. The research is unique because the investigation of retail format choice among males has been very limited.
Consumer's perceived risk reduction by 3D virtual model
Authors: In Shim Soo , Lee Yuri
Published: November 2011

Purpose

This study seeks to examine the effects product presentation types on consumer's perceived risk reduction about apparel attributes (i.e. silhouette, colour, texture, and fit), and the effect of 3D virtual models' body shapes on consumer's perceived risk reduction about apparel fit. Internet shopping trust and consumer's actual body size have been considered as moderating variables, respectively.

Design/methodology/approach

Three types of web sites were developed for the experiment. Participants were recruited by a survey firm, explored the web sites, and filled out online questionnaires.

Findings

3D virtual models significantly reduce perceived risk about the four apparel attributes more than 2D images. Especially, they are effective to reduce perceived risk about apparel fit when their bodies represent a consumer's actual body shape.

Originality/value

This study verifies the informative role of 3D virtual models in apparel shopping. The implications related to the usage of the technology and the suggestions for future research are discussed.
Benefits gained from dimensions of social capital: a study of software developers in Sri Lanka
Authors: Wickramasinghe Vathsala , Weliwitigoda Purnima
Published: November 2011

Purpose

The purpose of this paper is to investigate the dimensions of social capital and how these help software developers employed in the offshore outsourced software development sector in Sri Lanka to gain benefits of knowledge sharing, job openings and job security, and career advancement.

Design/methodology/approach

A survey methodology was used and 105 software developers responded. Multiple regression was used for the data analysis.

Findings

Social relations, the number of networks of which an individual is a member and the frequency of interaction between network members are identified as important dimensions that significantly predict knowledge sharing, job openings and job security and career advancement.

Research limitations/implications

The findings of this study can help to establish baseline data and could be a source of general guidance in stimulating future research in this area.

Originality/value

It is expected that the findings of this study will provide useful information to better understand the dimensions of social capital at the individual level that influence knowledge base and learning capabilities of the individuals and the nature of employment relationships to be adopted by the organisations.
Container selection in the presence of partial dual‐role factors
Authors: Shabani Amir , Mohammad Reza Torabipour Seyed , Farzipoor Saen Reza
Published: November 2011

Purpose

The purpose of this paper is to introduce an innovative data envelopment analysis (DEA) model entitled “Non‐binary Arithmetic Operator Dual‐role” (NAOD) under free disposability assumption for selecting the refrigerated containers in cold chain management (CCM).

Design/methodology/approach

In classical DEA models, it is assumed that all of input and output variables play a certain role. However, in some cases, some variables play both input and output roles, simultaneously. These variables in DEA are called “dual‐role” factors. This study introduces a new approach to deal with these factors in the process of evaluating a set of homogeneous refrigerated containers, which is based on Free Disposal Hull (FDH) (one of the DEA models). However, in previous dual‐role models, this variable is considered as a binary variable. In this paper, a partial role for dual‐role factors is considered.

Findings

The main findings of this paper are: for the first time, the NAOD model is developed for the container selection problem in the context of CCM and the dual‐role factors are considered for the container selection problem. The NAOD model determines partial role of dual‐role factors and can consider multiple dual‐role factors. For the first time, the container selection problem is solved by an FDH model. The result of NAOD model is validated by genetic algorithm.

Originality/value

The paper makes a sufficient contribution to the practice of operations research. It is the first study which applies advanced DEA models for selecting the containers in the context of the CCM. To the best of the authors' knowledge, there is no other reference that deals with container selection in the context of CCM in the presence of dual‐role factors.
Restorative cancer resource center servicescapes
Authors: Rosenbaum Mark S. , Sweeney Jillian , Smallwood Jillian
Published: November 2011

Purpose

This article aims to illustrate how service organizations (e.g. cancer resource centers) can create restorative servicescapes. The article addresses whether cancer patients respond favorably to a cancer center's restorative servicescape and explores the reasons they might patronize the center and interact socially with others.

Design/methodology/approach

This article synthesizes various streams of literature from services marketing, natural psychology, and cancer and medical research. The study defines and develops the framework's categories and advances propositions based on the framework.

Findings

The model proposes that cancer patients should respond favorably to a cancer center's restorative servicescape. By spending time in the center, people living with cancer may be able to remedy four frequently experienced, negative symptoms associated with fatigue.

Research limitations/implications

The study explores a not‐for‐profit cancer resource center that offers members an array of participatory activities within a homelike environment. However, it may be difficult for traditional medical facilities to fashion restorative servicescapes.

Practical implications

The study helps inform medical practitioners about the psychosocial benefits cancer resource centers offer cancer patients. This article provides a discussion regarding a cancer center's development of its Connect‐to‐Care program, based on an oncologist and a cancer center representative joining together to discuss a patient's cancer diagnosis and care.

Originality/value

This article proposes a theoretical understanding on how the physical and restorative qualities of an environment transform human health. It links the services domain to the health sciences and suggests a means by which cancer patients can “do more with less” by combining medical treatment with cancer resource center patronage.
Psychological safety, contributions and service satisfaction of customers in group service experiences
Authors: Kuppelwieser Volker G. , Finsterwalder Jörg
Published: November 2011

Purpose

This paper aims to demonstrate how psychological safety influences individual contributions in customer groups where multiple customers co‐create a service experience. It also shows the influence of other customers' contributions on an individual customer's own contribution to the service experience as well as the individual customer's perception of his/her own and of other customers' contributions toward service satisfaction.

Design/methodology/approach

This empirical research paper is based on structural equation modelling to examine customer group experiences of two different service providers, a white water rafting company and an indoor soccer company. Data from a survey of a combined total of 273 consumers were utilised to test the research model.

Findings

The results demonstrate that, on an aggregate level, psychological safety affects an individual customer's perception of his/her own and others' contributions to a service experience. The findings show that the contributions of others have a significant influence on one's own contribution. No influence or relationship could be found regarding one's own contribution and service satisfaction; however, other customers' contributions have a negative effect on an individual's service satisfaction. The results vary on a subsample level.

Research limitations/implications

The generalisability of the findings is limited to two customer group services, one group sport experience and one group leisure experience.

Practical implications

This research provides insights for service firms with respect to managing the provider‐to‐multi‐customer co‐creation interface.

Originality/value

This article contributes to the analysis of co‐creation efforts of individuals in groups with respect to a specific environment (psychological safety). It adds value to the discussion of factors that influence the partial creation of a service by individuals while interacting with one another and the impact on the perceived outcome. The paper provides a platform for further research on aspects of co‐creation in customer groups.
Customer service understanding: gender differences of frontline employees
Authors: Mathies Christine , Burford Marion
Published: November 2011

Purpose

Despite widespread acknowledgement of the importance of employees to the success of service firms, research into how well frontline service staff understand service remains scarce. This study aims to investigate what constitutes good customer service from the viewpoint of frontline service employees and to explore gender differences in particular.

Design/methodology/approach

The data were collected from 876 frontline employees across a wide range of service industries. An automated text analysis using Leximancer explored general and gender‐specific patterns in employees' customer service understanding.

Findings

Irrespective of gender, frontline service staff share the perception that the pillars of good customer service are listening skills, making the customer happy, and offering service. Males have a more functional, outcome‐oriented interpretation of customer service; females focus more on the actual service interaction and emotional outcomes.

Practical implications

By acknowledging gender‐based dissimilarities in the customer service understanding of frontline service employees, the efficiency of recruitment and training processes will be enhanced.

Originality/value

This study contributes to limited work on service models of frontline staff and shows that gender can explain some differences. This study also adds another dimension to the understanding of gender effects in services, beyond its influence on customers' quality perceptions and behaviours. The results are important for services marketing research and for managers in charge of recruiting and training frontline service staff.
The effect of accent of service employee on customer service evaluation
Authors: Rao Hill Sally , Tombs Alastair
Published: November 2011

Purpose

The primary objective of this paper is to investigate the attitudes, feelings and perceptions of Australian consumers towards service frontline employees with accents that differ from Standard Australian English, taking into consideration service‐country image and customer emotions.

Design/methodology/approach

This paper reports on a qualitative study designed to uncover the attitudes and perceptions of Australians towards service personnel with foreign accents.

Findings

The findings revealed that hearing a service provider with a foreign accent, particularly in services encounters without face‐to‐face contacts, often evokes a negative predisposition to certain accents, reduces the customers' level of tolerance and increases the perception of the service provider's lack of understanding. This negative stereotype bias seems to be moderated by the accent (a proxy of ethnicity) and service‐country image and influenced by customer emotions in the service interaction.

Research limitations/implications

Future studies could also use a controlled experimental design where accent could be used as a sensory cue to further test the validity and reliability of the current findings while controlling for factors such as ethnic background, employment, education and age. Further research should also take service types and service outcomes into consideration in examining the effect of accents on customer service evaluation.

Practical implications

Accent as a service employee attribute influences customers' evaluation of the service encounter because of the stereotype customers have. Training in language skills, cross‐cultural interpersonal skills and authority to deviate from the script should be given to minimise the negative effect of service employee accent. Service firms also need to develop strategies to manage customer emotions and reactions.

Originality/value

This paper contributes to the service literature about service employee attributes and is particularly relevant to economies such as the USA, Canada, the UK, New Zealand and Australia where immigrants are a large part of the service workforce.
Building friendships and relationships
Authors: Garzaniti Ivana , Pearce Glenn , Stanton John
Published: November 2011

Purpose

The purpose of this paper is to explore the contribution of conversation as an element of interaction that occurs in a hairdressing service encounter with the aim of seeking to understand variations in conversation between “short” and “long‐term” clients; how conversation contributes to the development of “commercial friendships”; and how relationships develop through conversation.

Design/methodology/approach

Quota sampling is used to select eight hairdressing service encounters in one Australian salon for recording and subsequent interviews with clients. Quotas address gender and duration of continued patronage. Conversations and interviews were analysed thematically and using conversation analysis.

Findings

The progress and evolution of conversations varied between short and long‐term customers; topics also varied by this classification as well as gender. Conversation played an important function with respect to building friendship with the service provider; conversation also assisted in the development of long‐term relationships.

Research limitations/implications

Apart from the small sample, the study was highly contextualised because it investigated encounters in a single hairdressing salon and explored perceptions of the service conversation from the perspective of only one party to the conversation, the client.

Practical implications

The findings point out the important role non‐task conversation can play in retaining customers in people‐processing services. Service providers perhaps can achieve more to improve the service experience and satisfaction of customers by placing less emphasis on the need for physical resources or promotion, instead focussing on the intangible of improving the conversation skills of their providers. More non‐task conversation and less task‐related talk may also facilitate a closer relationship between hairdresser and client. Further research on the nature and role of conversation during service encounters should offer guidance for improving the conversation skills of service providers and in improving customer retention.

Originality/value

This study specifically focuses on the role and nature of non‐task conversation as a specific aspect contributing to a customer's service encounter experience in a people processing service.
Identification of local information items needed during search and rescue following an earthquake
Authors: Guven Gursans , Ergen Esin
Published: November 2011

Purpose

This paper aims to identify the local information items that are needed by search and rescue (S&R) teams for an effective disaster response following an earthquake. Currently, it is a challenging and time‐consuming task to collect most of this information from a disaster environment. It was envisioned that the local information identified can be stored on distributed databases that are placed in the buildings and will be used to improve S&R operations.

Design/methodology/approach

The information items are obtained through a literature review and via interviews conducted with experts from disaster response organizations. The data collected were triangulated to generate a data model, which was then validated internally and externally by expert feedback.

Findings

A data model including a detailed list of information items required during S&R operations was generated, along with justification of the information needs. The findings show that not only information related to buildings, but also other information related to the residents and the contents of the buildings are needed, such as residents' health information, and hazardous materials and their specific locations.

Practical implications

The data model presented can be used by researchers to further develop systems that can be used during an earthquake.

Originality/value

Previous studies have only provided a list of some important local information groups to be stored; however, they do not include in‐depth studies on the information needs of S&R teams following an earthquake. In this paper, information needs were fully explored and elaborated, and a data model was developed covering information items required for effective earthquake S&R.
Disaster in Bangladesh and management with advanced information system
Authors: Taohidul Islam S.M. , Chik Zamri
Published: November 2011

Purpose

This paper aims to document a case study of a disaster in Bangladesh and the role of an information management system for disaster management planning.

Design/methodology/approach

The paper uses a methodology that considers perceptions or constructions – including the role of information systems – to be dependent on the social and cultural structures, which is helpful in reducing destruction in disaster‐prone areas.

Findings

Advances in information technology in the form of the internet, geographic information systems (GIS), remote sensing, satellite communication, etc. are beneficial in many aspects of the planning and implementation of hazard reduction arrangements.

Research limitations/implications

Natural disasters strike countries, both developed and developing, cause enormous destruction and create human suffering, and have negative impacts on national economies. Bangladesh suffers regularly and frequently from disasters like floods, cyclone storms, tidal surges, river bank erosion and earthquakes.

Practical implications

Incorporating knowledge of information management system is becoming increasingly important in the derivation of management solutions for disasters.

Originality/value

Information systems including GIS, communication technology, other information retrieval and information management systems should be maintained during natural disasters to reduce the cost and time for contingency. In this paper, an attempt is made to highlight the role of information technology in the management of natural disasters in Bangladesh.
Social supremacy and its role in local level disaster mitigation planning in Bangladesh
Authors: Mallick Bishawjit , Vogt Joachim
Published: November 2011

Purpose

This paper aims to discuss issues related to disaster mitigation planning provisions in Bangladesh, one of the most disaster‐prone countries in Asia. It seeks to concentrate on the issues related to the role of local groups in establishing cyclone shelters.

Design/methodology/approach

In February 2008, a field study was conducted in the Southwest coastal region of Bangladesh. Combining the most recent empirical data, the location of cyclone shelters and the social supremacy structure are explored in this paper. Vulnerability due to infrastructure is defined here on the basis of available infrastructural facilities i.e. cyclone shelters, by using catchment area analysis in the geographical information system (GIS) software ArcGIS. The paper bases its argument on the assumption that the location of an infrastructure item like a cyclone shelter is dependent on the influential and motivational power of local elites and not on the necessity of the deprived people. Vulnerability, from this perspective, is interpreted in this study as a result of socio‐political supremacy in establishing cyclone shelters in coastal regions of Bangladesh.

Findings

The results indicate that locally supreme groups are located the closest to the cyclone shelter and may control local‐level disaster mitigation planning.

Research limitations/implications

The paper outlines the “social supremacy” concept based on one rural union and the communication rationalities of the general people. Both describe the ways of identification, the social spectrum of public interests as well as the decision‐making process in rural Bangladesh.

Originality/value

The paper contains valuable information regarding rural society and its socio‐political structure as well as planning problems in coastal Bangladesh.
The Indian Ocean tsunami in Swedish newspapers: nationalism after catastrophe
Authors: Olofsson Anna
Published: November 2011

Purpose

The purpose of this paper is to analyze how the Swedish mass media constructed Sweden and Swedes during the first days after the Indian Ocean tsunami of December 26, 2004.

Design/methodology/approach

A qualitative content analysis of newspaper articles from four of the largest newspapers in Sweden was conducted.

Findings

The results show that the tsunami was framed as a Swedish disaster almost exclusively focusing on Sweden, Swedish victims and Thailand, and that there was a division between “us” and “them”. Two categories of “us” and “them” were identified in the coverage: on the international level Sweden, i.e. “us”, was glorified and contrasted with “inferior” countries such as Thailand, “them”; on the national level, the distinction between “us” and “them” was not as obvious, but by including particular experiences and practices and excluding others, lines are drawn between “us” – ethnic Swedes – and “them” – everyone else. The conclusion of the paper is that mediated frames of catastrophes are influenced by stereotypes and nationalistic values.

Research limitations/implications

The study is based on a qualitative analysis and it is not possible to generalize to other cases. Additional quantitative studies would therefore be of value.

Practical implications

This study can be used in the education of crisis and disaster managers to make them aware of how underlying norms guide news coverage and encourage them always to consider information based on mass media reports critically.

Originality/value

This paper gives new theoretical and empirical insights into the way in which disasters contribute to recreating and maintaining the historical division between regions and people, on both a national and an international level.
Risk matrix for factors affecting time delay in road construction projects: owners' perspective
Authors: Mahamid Ibrahim
Published: November 2011

Purpose

The aim of this study is to identify the risk matrix for factors causing time delay in road construction projects in the West Bank in Palestine from owners' viewpoint.

Design/methodology/approach

In total, 43 factors that might cause delays of road construction projects were defined through a detailed literature review. The factors were tabulated in a questionnaire form, which was sent out to a total of 25 public owners asking their contribution in identifying the risk matrix for the 43 factors in terms of impact and probability of occurrence. Three zones were used in the matrix according to the degree of factors' severity on the projects' time delay; they are: green, yellow, and red.

Findings

The analysis of 43 factors considered indicates that six factors are located in the green zone, 29 factors are located in the yellow zone, and eight factors are located in the red zone.

Originality/value

The paper identifies the risk matrix for factors affecting time delay in road construction projects in the West Bank in Palestine from the owners' perspective.