bluuebunny/crossref_metadata_2025 huggingface dataset:
The European automobile industry: escape from parochialism
Authors: Donnelly Tom , Mellahi Kemal , Morris David
Published: July 2002

Observes that, until recently, the European car industry has focused its efforts almost entirely within the boundaries of its domestic markets. Since the rise of the Japanese car industry and those of emerging economies such as Malaysia and Korea, the Europeans have found that the levels of competition in the world market have intensified. Examines how European car companies have responded to global challenges both at home and abroad. The main responses of the European producers in the home market, albeit late, have been to reduce costs, shed labour, rationalise plants, raise productivity and improve their relationships with suppliers in attempts to boost efficiency. Outside Europe, in the search for global status, they have sought new markets, entered into joint ventures and opened new plants worldwide. Nonetheless, Europe remains the weakest of the triad car producers.
Bridging the start‐up equity financing gap: three policy models
Authors: Papadimitriou Stratos , Mourdoukoutas Panos
Published: July 2002

This article takes a close look at the ways US, Israeli, and Irish policy makers have addressed the start‐up equity‐financing gap. US policy makers have been indirect, providing funds and creating the regime conducive to the growth of the private venture capital industry. Israeli policy makers have been less indirect, taking equity positions in start‐ups, and in venture capital funds in partnership with the private sector. Irish policy makers have been direct, setting up and managing start‐up venture capital funds.
Non‐financial management accounting measures in Finnish financial institutions
Authors: Hussain Mostaque , Gunasekaran A.
Published: July 2002

The importance of the role of management accounting (MA) in measuring emerging non‐financial performance (NFP) is increasing, especially in the service sector. However, there are a number of studies concerning NFP measures, but comparatively little is known about non‐financial MA measures in services and almost nothing in banks/financial institutions (BFI). Taking into consideration the need for studying MA practices in measuring emerging NFP in the service industry, an attempt has been made in this paper to investigate the practice of MA in NFP measurement in Finnish BFI. Several factors have been identified, in the context of “New Institutional Sociology” theory that influence NFP measures, of which economic impact is the most influential, followed, subsequently by coercive, normative and mimetic pressures. Accordingly, the empirical findings of this research are evaluated, and consequently, it has been used to modify the theory for further research that fits with the dynamic nature of NFP in the financial industry.
Direct Investment from the EC:
Authors: Collis Clive , Noon David , Berkeley Nigel
Published: July 2002

Examines trends in the flows of direct investment to the West Midlands
region of the UK during the 1980s. An analysis of Invest in Britain
Bureau data reveals two trends of particular interest: the marked
increase in the WMR′s share of FDI flows to the UK during the 1980s, and
the unusually large flows to the region from EC countries. Two surveys
on locational factors revealed the attraction of the WMR as being its
central position within the UK and its good national, regional and local
communications. The effect of those flows to the WMR was to alter the
stock position so that, in 1989, 39 per cent of the stock of FOCs
originated from other EC countries and 37 per cent from North America. A
survey of 111 of these companies revealed a number of differences
between the behaviour of FOCs from the EC and North America: in sectors
and functions, employment and training, the sourcing of inputs, export
markets and R&D activity. Hypothesizes that many of the differences can
be explained by the different vintages of the investments. A major
policy implication which arises from the analysis is that the full
benefits of FDI to a region take time to build up. Moreover, local
policy action may be necessary to capture these long‐term benefits.
The Impact of the Economic Transition on Domestic Output in the Former
Czechoslovakia: Foreign Trade Indicators and Government Policy
Authors: Emadi‐Coffin Barbara , Emadi‐Moghadam Mehrdad
Published: July 2002

The recent process of the transition to market systems in the Central
European economies has had profound effects on both trade and domestic
output. Two of the by‐products of the transition, the fall in the volume
of intra‐COMECON trade as well as the deliberate tightening of the
fiscal stance in the economies of these countries, have contributed
significantly to a fall in the level of manufacturing output,
particularly in the case of the former Czechoslovakia. Examines the
implications of the behaviour of the trade account and of government
fiscal policy for the domestic manufacturing sector in former
Czechoslovakia between 1990 and 1992. Industrial restructuring was
extreme, leading to increased reliance on imports: however, the
contraction in the manufacturing sector may have kept wages pressures
and inflation low, as well as attracting foreign investment, leading to
a relatively successful transition for the Czech Republic.
Emerging Business Strategies for US Companies in Russia
Authors: Zhuplev Anatoly V.
Published: July 2002

Analyses business opportunities and strategies for US companies in
Russia based on the changing business environment in both countries.
International competition and domestic economic pressures in the USA,
along with market transition taking place in Russia, create new business
perspectives for US firms. These are based on relatively low
competition, large market potential, abundance of natural resources and
an educated labour force. Many industries and industrial regions in the
Russian economy vary in long‐ and short‐term business value for US
companies. Different entry strategies should be used by large and small
US companies to succeed in Russia. Certain industrial sectors and
regions must be considered as priorities by US companies in Russia with
regard to the existing and rapidly changing business environment.
The Importance of Organizational and National Culture
Authors: Sweeney Eamonn P. , Hardaker Glenn
Published: July 2002

Reports the findings of a study which examined the attitudes of East and
West German managers to the process of strategic industrial change
following German reunification. Acknowledges the importance of
organizational and national culture, specifically in relation to the
process of strategic management, and notes a number of dissimilarities
between the perceptions of the two nationalities towards the changes.
Their perceptions provide an indicative insight into the combined
organizational/national cultures within which each group was socialized.
Makes suggestions for possible future research in this area.
Critical issues to consider when developing business operations in
Eastern bloc countries
Authors: Raiszadeh Farhad M.E. , Helm Marilyn M. , Varner Michael C.
Published: July 2002

As companies become increasingly interested in doing business
within Eastern bloc countries, ordinary issues critical to success will
be of paramount importance. Although the basic principles and rationale
used and the factors involved in investment decisions such as site
selection will not change, the relative importance of the factors,
particularly those that are intangible and constantly changing, could be
drastically different. Reviews the factors to consider when venturing
into these newly independent states, presents examples and offers
suggestions for US firms considering Eastern bloc locations for
expansion.
Export stimuli and export barriers: evidence from empirical research studies
Authors: Morgan Robert E.
Published: July 2002

Explores two theoretical constructs evident in the exporting area of the international marketing literature: export stimuli and export barriers. Takes account of the manner in which these explanatory variables can predict export behaviour among small and medium‐sized firms. Discussion centres primarily on the tenet that a significant degree of dormant export potential tends to lie at the pre‐export phase of export development; that is, encouraging non‐exporters to become exporters is perhaps a more fertile area of interest for government than attempting to increase the export activity of marginal exporters. Uses classificatory schemas as a basis for conceptualizing export stimuli and export barriers for non‐exporters, so as to provide a platform to establish the ingredients of these constructs. Conducts an evaluation of the advances in empirical research regarding export stimuli and export barriers in the form of a critique.
Global equity market interdependence: Tokyo versus Wall Street
Authors: Lu Laura , Mourdoukoutas Panos
Published: July 2002

Enquires into the link between the Tokyo and New York equity markets. Finds that the link between the two markets strengthens at some times and weakens at others. Staggering business cycles and the breaking of global co‐operation are two plausible explanations of the weakening of the links between the two markets.
The role of goal setting in career management
Authors: Greenhaus Jeffrey H. , Callanan Gerard A. , Kaplan Eileen
Published: July 2002

Examines the conditions under which career goal setting contributes
to effective career management. Views career management as a process by
which individuals can make informed decisions regarding their work
lives. Highlights the role of the career goal in the career management
process, and identifies the useful features of the goal‐setting process.
Reviews the concepts of career indecision and career decidedness, and
specifies four subtypes – developmental indecision, chronic
indecision, hypervigilant decidedness, and vigilant decidedness.
Discusses the implications for organizations and their employees.
Estimating thermal resistance of dry infant bedding — Part 1: a theoretical mathematical model
Authors: Wilson C.A. , Laing R.M.
Published: July 2002

The purpose of this work was to develop a model for estimating “dry” and “wet” thermal resistance of bedding during use. The model takes into account proportions of the body covered by different bedding arrangements, and the effects of an infants sleep position and method of tucking on thickness, thermal resistance and heat loss. Predictions of thermal resistance using various published formulae are compared with those from this study.
A customer contact measurement model: an extension
Authors: Kellogg Deborah L.
Published: July 2002

This paper validates the customer contact measurement model by performing a replication using three different sample groups. The impact of customer, managerial, and cultural differences is examined. Findings indicate that all validation groups use similar variables when defining the customer contact construct. The measurement model is robust when compared to US customer and managerial validation groups. However, the applicability across culture is questioned.
New service development: initiation strategies
Authors: Kelly David , Storey Chris
Published: July 2002

This paper addresses the issue of initiating new service development (NSD) projects. The aim of the article is to investigate whether firms use systematic procedures to generate and screen ideas for new services. Utilising a survey of marketing managers in UK service companies, data were collected in the areas of NSD strategy, idea generation and screening. It was found that only half the sample have a formal NSD strategy, idea generation is undertaken on an ad hoc basis and idea screening, although more prevalent, is failing to support the NSD strategy. Management implications and areas for further research are discussed.
Customer expectation dimensions of voice‐to‐voice service encounters: a scale‐development study
Authors: Burgers Arjan , de Ruyter Ko , Keen Cherie , Streukens Sandra
Published: July 2002

Listening to the voice of the customer has been embraced in marketing theory and practice for a long time. However, the wide scale implementation of call centers has only recently enabled managers to take this adage to the next level. At the same time, it is acknowledged that the evaluation of service delivery often depends on the so‐called “service encounter”, or the time of interaction between the service firm and customer. Extensive research has been conducted in the field of traditional face‐to‐face encounters, but no attempt has yet been made to categorize customer expectations with regard to employee behavior during voice‐to‐voice encounters. Therefore, the aim of this study is to develop a measurement instrument that identifies key customer expectation dimensions with regard to call center representative (CCR) behavior. Based on the services marketing literature, 13 potential attributes were empirically tested on an effective sample of 206 respondents. This resulted in a model consisting of four different sub‐scales that were labeled “adaptiveness”, “assurance”, “empathy”, and “authority”. The results of the validity‐ and reliability‐testing confirm the solidity of the measurement instrument.
Call centre capacity management
Authors: Betts Alan , Meadows Maureen , Walley Paul
Published: July 2002

Call centres often experience large fluctuations in demand over relatively short periods of time. However, most centres also need to maintain short response times to the demand. This places great emphasis upon capacity management practices within call centre operations. A total of 12 UK‐based call centres from one retail bank were studied to investigate how they managed forecasting, capacity management and scheduling tasks. Provides evidence of the difficulties associated with capacity management in call centres. Regression modelling is used to link forecasting and capacity planning practices to performance. Shows that random variation is a very important factor when assessing call centre performance. The results suggest that call centre managers can have only a small influence upon short‐term performance. Existing mathematical models, such as the Erlang queuing system methodologies, have only limited value as the assumptions concerning demand patterns made in their derivation contradict observations made within the 12 sites. Spiked demand patterns present special capacity management problems, including a direct trade‐off between high service levels and operator boredom. Conventional methods of flexing capacity cannot respond sufficiently well to some of the short‐term fluctuations in demand.
The relationship between information technology and service quality in the dual‐direction supply chain
Authors: Zsidisin George A. , Jun Minjoon , Adams Laural L.
Published: July 2002

Providing high levels of service quality to customers has become a necessity for companies to remain competitive in the marketplace. This paper reports the findings from a case study of a language school agency. As a “communication channel intermediary”, the case study firm provides a high quality service to customers located upstream (Spanish immersion schools), as well as downstream (students) in its supply chain. The key determinant of service quality that both of these groups use in evaluating customer service is the communication of accurate and timely information. Service quality provided to student customers is primarily facilitated through the use of the Internet, while Spanish immersion school customers rely on telephone communication, e‐mail, and in‐person visits. Implications for this dual‐direction customer focus and the use of the Internet in the service transaction are presented.
Leveraging technology to improve field service
Authors: Agnihothri Saligrama , Sivasubramaniam Nagaraj , Simmons Donald
Published: July 2002

The primary objective of this paper is to propose a theoretical framework for assessing the role and influence of technology in creating an effective field service organization. We examine the role of technology in the context of managing relationships among the company, its employees and customers. Using the analogy of a country managing its foreign affairs, we suggest that consistent and concurrent attention to carrying out Diplomacy, Preparedness and Engagement responsibilities with the aid of Technology (DPEAT) would result in superior service outcomes. We illustrate implementing our framework in a field service organization and use a published case study to demonstrate the application of our model.
IT‐based services and service quality in consumer banking
Authors: Zhu Faye X. , Wymer Walter , Chen Injazz
Published: July 2002

This paper explores the impact of information technology (IT) on service quality in the consumer‐banking sector. It proposes a service quality model that links customer perceived IT‐based service options to traditional service dimensions as measured by SERVQUAL in the context of customer perceived service quality and customer satisfaction. The model also incorporates several variables affecting customers’ perceptions of IT‐based services, and was tested by a structural equation modeling approach using sample data collected from retail bank customers. The results indicate that IT‐based services have a direct impact on the SERVQUAL dimensions and an indirect impact on customer perceived service quality and customer satisfaction. The analyses also show that customers’ evaluations of IT‐based services are affected by their preference towards traditional services, experiences in using IT‐based services, and perceived IT policies.
A process theory of relationship ending
Authors: Halinen Aino , Tähtinen Jaana
Published: July 2002

This research is about the ending of business relationships: what that is, why it happens, and how an extant relationship dissolves. Ending of buyer‐seller relationships has very recently attracted increased research attention. This article adds to the existing knowledge by developing a process model to understand, in particular, how dissolution advances in a professional service context. The model aims to attend the major shortcomings of existing research and distinguishes three conceptual categories: the type of relationship and its ending, the factors that influence the process, and the ending process per se. It is concluded that the ending process is always both temporally and contextually embedded and to a significant degree actor‐driven; a picture of idiosyncrasy rather than deterministic development. The article ends by discussing managerial implications and making suggestions for future research.
Promotion Strategies for Hierarchically Organised Professional Service Firms: Is “Up or Out” Always the Best?
Authors: Baden‐Fuller Charles , Bateson John
Published: July 2002

It is argued that in a hierarchically organised professional
service firm the appropriate long‐term promotion strategy is “up
or out”. This argument is based on both a theoretical analysis of
alternative strategies and on data from consulting and engineering
consultancies in the United Kingdom. Only the “up or out”
strategy can balance a professional service partnership in times of both
growth and stagnation.
Service Leadership – Some Critical Roles
Authors: Edvinsson Leif
Published: July 2002

Offers some new dimensions to service leadership: a strategic
refocusing from traditional services to knowledge‐intensive services,
based on intelligence components, information technology and information
flows. Highlights three distinct roles for service leadership: thought
leader, process leader and commercial leader. It also highlights the
growing amalgamation of services and information to create the
transformation of the old merchant into new roles such as those of
information broker. To judge and evaluate service leadership a very
critical ratio is “value added per employee”. Management
development programmes should also focus on development of the three new
roles. Investment in development and maintenance of knowledge capital to
create service leadership should be handled as systematically as
technology investments and as intellectual capital.
Measuring Service Quality in the Car Service Industry: Building and Testing an Instrument
Authors: Bouman Marcel , van der Wiele Ton
Published: July 2002

Service quality is becoming an important issue for Dutch car
service firms. In order to measure the service quality delivered
develops an instrument based on the quality dimensions and the SERVQUAL
questionnaire developed by Berry, Parasuraman and Zeithaml. Describes
the building and testing of the instrument. The outcome of the research
is that the instrument is easily applicable for Dutch garage firms.
However, in contrast with the five SERVQUAL dimensions, the customers in
the Dutch car service firms only distinguish three dimensions to judge
the delivered quality, one of which appears to be totally specific to
this sample. The three dimensions found in the research in car service
firms are: customer kindness, tangibles, and faith. Only customer
kindness contributes directly to the measured service quality.
Factory Focus in Hospital‐owned Ambulatory Surgery
Authors: Yang Shitao , McLaughlin Curtis P. , Vaughan Robert W. , Aluise John J.
Published: July 2002

Uses a professional services setting to study the concept of
factory focus. The rapid growth in the US of ambulatory surgery centres
(surgicentres) provides an evolving illustration of focused factories in
services. Because of the pressures of cost containment, most hospitals
have segmented their surgical market, but have adapted their operations
in a variety of ways. Some keep the inpatient and outpatient survery
integrated in the same facility, while others choose a
plant‐with‐a‐plant or a separate facility. Information concerning costs,
organizational structure, achievement of the advantages and
disadvantages of differentiation from inpatient surgery, service times,
waiting times, customer services offered, and future plans were provided
by 54 hospital‐owned ambulatory surgery centres. Despite a variety of
structural arrangements, the responses were effectively classified by
whether or not they shared operating rooms with inpatient surgery. Those
who shared operating rooms reported significantly less achievement of
the advantages and avoidance of the disadvantages of outpatient surgery.
The shared facilities also reported longer waiting times, less patient
contact and higher average facility charges, despite no significant
differences in length of procedure nor volume of the seven most frequent
procedures. Among the centre directors is the OR group, and 53 per cent
favoured separation of the two surgical settings. All the directors with
separated facilities favoured continued separation. The reasons given to
justify integration emphasized economies of scale and safety, while
those given for separation were customer‐service‐oriented.
Relational Exchange in Services:
Authors: Shemwell Donald J. , Cronin J. Joseph , Bullard William R.
Published: July 2002

Using primary care physicians, automobile mechanics and hairstylists as
the analysed industries, highlights the importance of relationships in
the marketing of services. Two key relationship variables, trust and
affective commitment, are the focal points for the empirical study. The
data suggest that the higher the level of trust and affective commitment
in a customer service‐provider relationship, the greater the probability
that the consumer will continue the relationship, and the lower the
level of perceived risk inherent in the relationship. Also, the findings
suggest that females seek more trust and commitment than do males within
the service‐provider/customer relationship, and consumers in general
place more trust in and are more committed to their doctor and their
hairstylist than to their mechanic.
Prioritizing the Dimensions of Service Quality
Authors: Drew Rosen L. , Karwan Kirk R.
Published: July 2002

Much of the earlier empirical work in service management has suggested
that the dimensions of service quality may be stable in terms of their
relative importance. In particular, the works of Zeithaml et al.
postulate that service reliability matters most to customers and that
empathy and the tangible aspects of services matter the least. Shows
arguments, both conceptually and empirically, so that this observation
is not based on strategic thinking nor on a particularly sound set of
experiments. The relative priorities of service organizations must be
established through the strategy formulation process and are likely to
vary, quite logically, according to market choices and operations
process characteristics.
Cumulative Encounter Satisfaction in the Hotel Conference Process
Authors: Danaher Peter J. , Mattsson Jan
Published: July 2002

Prior studies of how service quality evolves during the service delivery
process either have used aggregate case data or have not obtained
objective measurements of the actual dimensions of the service encounter
on an individual basis. Reports on a study of a service delivery process
in a hotel. Its conference day guests rated the delivery process based
on four distinct service encounters: arrival, coffee break, lunch and
conference room. The aim was to investigate how quality factors were
related to their respective encounters and how cumulative satisfaction
levels impact on each other and over time. Average satisfaction levels
for each of the four encounters were found to be significantly
different. Moreover, there was a clear trend in the cumulative
satisfaction results. Arrival resulted in high satisfaction, the coffee
break was not as satisfying and lunch rated the worst. Satisfaction rose
again after the conference room experience. A factor analysis of all the
questions, for a hypothesized four‐factor solution, explained 72 per
cent of the variation. All four encounters loaded highly and
collectively on four distinct factors. Finally, a logistic regression
model was used to rank the importance of the quality factors on their
respective encounters. This information can be used to assist with the
quality improvement of each encounter.
Making Relationship Marketing Operational
Authors: Gummesson Evert
Published: July 2002

Based on a research project with the purpose of defining the essence and
scope of relationship marketing (RM). The marketing mix theory, which
constitutes the prevailing approach to marketing, is made operational
through the definition of the 4Ps and extensions of these. The core is
a presentation of 30 relationships, the 30Rs, as a way of making the RM
philosophy more operational and generally applicable. The 30Rs provide a
basis for companies to work out their own specific relationship
portfolio as part of their marketing planning process.
Managing Customer Relationships for Profit: The Dynamics of Relationship
Quality
Authors: Storbacka Kaj , Strandvik Tore , Grönroos Christian
Published: July 2002

Addresses customer‐relationship economic issues, more specifically the
link between service quality and profitability from a relationship
marketing and management perspective. In this perspective the task of
marketing is not only to establish customer relationships, but also to
maintain and enhance them in order to improve customer profitability. In
the service quality literature higher quality is assumed to lead to
customer satisfaction, which leads to customer loyalty and this drives
customer profitability. The framework highlights factors that, in
addition to service quality and customer satisfaction, influence the
links between service quality and profitability. Also discusses aspects
of improving the profitability of relationships, such as enhancing
relationship revenues through higher degrees of patronage concentration,
and reducing relationship cost by changing the episode configuration of
customer relationships.
Consumers’ emotional responses to service encounters
Authors: Price Linda L. , Arnould Eric J. , Deibler Sheila L.
Published: July 2002

Reports on a study looking at dimensions of service provider
performance that influence immediate emotional responses to service
encounters, based on 914 service encounters. Identifies five
service‐provider dimensions that are significant predictors of emotional
response to services. Finds that different service‐provider dimensions
influence positive as compared with negative emotional responses and
that temporal duration and spatial intimacy of the encounter affect both
the reported levels and relative importance of these service‐provider
dimensions to emotional responses.
An experimental investigation of halo effects in satisfaction
measures of service attributes
Authors: Wirtz Jochen , Bateson John E.G.
Published: July 2002

Many service firms measure satisfaction or quality on an attribute
level. Halo effects between attributes have been shown to exist in many
contexts mainly in social psychology and human resource management. In
marketing, halo effects have been examined nearly exclusively in
consumer decision making. Examines for the first time the existence of
halo effects in consumer satisfaction. Employs a true experimental
design. Expectations and performance of a single service attribute were
manipulated and all other attribute levels were held constant. Finds the
existence of strong halo effects which could have led to wrong
conclusions and managerial actions in an applied context.
“Service logic”: achieving service system integration
Authors: Kingman‐Brundage Jane , George William R. , Bowen David E.
Published: July 2002

Offers a “service logic model” as a managerial tool for
tackling cross‐functional issues embedded in service systems. Uncovers
and describes the logical components inherent in the three key service
management functions – marketing, operations and human
resources‐and suggests that the real management challenge, above and
beyond cross‐functional co‐ordination, is integration of these
components as the real drivers of service experience. A step‐by‐step
template is offered for using service logic to achieve the fundamental
grass roots integration required in the creation of outcomes valued for
customers.
Level of success inputs for service innovations in the same firm
Authors: Claude R. Martin Claude R. Martin , Horne David A.
Published: July 2002

Examines the differences in internal and external inputs to the new
service development process for two innovations within the same firm.
The differences are explored for the most versus least successful
innovations. The article is an extension of earlier work on services
innovation that compared successful firms to unsuccessful firms. Here
the focus shifts from the firm to the individual innovations.
Significant differences were found in the innovation level of success
within the same firm for input by senior management; input by customer
contact and non‐contact personnel; direct input from customers
themselves; and in the amount of information used about that customer at
three major stages of the development process.
Customization of the service experience: the role of the frontline employee
Authors: Bettencourt Lance A. , Gwinner Kevin
Published: July 2002

Emphasizes that customizing the delivery of service on the frontline is a key to customer satisfaction. Offers insight into frontline customization by offering specific research propositions to guide future empirical inquiry. Explores the issues of how frontline employees classify customers, enact specific behavioural strategies, and perceive personalization efforts. Presents the findings from an exploratory qualitative study to provide illustrative support for the literature‐based propositions. Offers managerial implications for firms to take advantage of the employee customization opportunity.
Leveraging customer competency in service firms
Authors: Farber Canziani Bonnie
Published: July 2002

Integrates perspectives across operations, marketing, human resources, and organizational theory in a conceptualization of the theoretical relationships between customer competency and marketing and operations practices in service firms. Suggests service firm strategies to leverage customer competency by managing process variation in an industry through service firm co‐operation when altering process structure does not support or achieve a differentiated market position for individual firms; by using market segmentation on the basis of customer productcore competency to develop new service offerings; by balancing the mix of customers at different competency levels with the firm’s productive capacity; and by optimizing socialization of four types of new customers: “Virgin Newcomers”, “Virtual Newcomers”, “Value Switchers” and “Vagabond Switchers” who have different levels of experience with competing firms and expectations for competency fit with new firms.
Emotions in service satisfaction
Authors: Liljander Veronica , Strandvik Tore
Published: July 2002

Traditionally only cognitive measures, such as the disconfirmation of some comparison standard or perceived service performance, have been used to explain perceived service quality and satisfaction. Suggests that emotions could play an important role in determining satisfaction with a service. The results from an empirical study of customers’ experiences of the services of a labour force bureau show that customers experience different positive and negative emotions in connection with the service, and that these emotions influence service satisfaction. Finds that, on an aggregate level, direct disconfirmation of adequate service, together with positive emotions, explain satisfaction best. Identifies four groups of customers with different emotional profiles. Analyses of emotions in these groups show that negative emotions have the largest impact on customer response.
Tour scheduling with dynamic service rates
Authors: Goodale John C. , Tunc Enar
Published: July 2002

This paper examines the benefit of incorporating a group of employees that exhibit dynamic service rates into scheduling tours in a service operation. The service operation that is examined includes a fully productive core (full‐time) workforce along with a contingent (full‐ and part‐time) workforce that experiences the learning effect. Two methods that account for the learning effect are analyzed along with two methods that do not consider learning effects. The schedules generated by each method are tested in a simulation of the service environment. The results of a full‐factorial experiment indicate that methods that account for learning effects will yield superior solutions over a variety of operating conditions when compared to alternative methods that do not consider learning effects. The performance improvement of schedules generated with the most precise learning curve method was substantially and significantly better than the other methods. The conditions in which the learning curve methods provide the most benefit are explored.
Business process management: implications for productivity in multi‐stage service networks
Authors: Armistead Colin , Machin Simon
Published: July 2002

Business process management is coming into the lexicon through the concepts associated with business process re‐engineering (BPR) and total quality management (TQM). TQM and BPR have been adopted by service organizations. Two questions are considered. What are the implications of this focus on processes for service productivity? In particular, how does the adoption of a process view affect an organization’s perspective on productivity and the way it is managed? Considers the nature of BPR and the development of approaches to business process management, based on the literature; and presents the development of a case study of the Royal Mail.
A study of efficiency evaluation in Taiwan’s banks
Authors: Chen Tser‐Yieth , Yeh Tsai‐Lien
Published: July 2002

The main contribution of this paper is empirical in nature. We use data envelopment analysis to evaluate the relative efficiency of 34 commercial banks in Taiwan. Fifteen banks are identified as efficient ones and they are divided into four sub‐groups. Conversely, 19 banks are attributed as inefficient ones and the slack analysis are followed. The inefficient banks can effectively promote resource utilization efficiency by better handling their labour and capital operating efficiency and enlarging bank investment function. In addition, we compare the data envelopment analysis results to the financial ratios and show that a consistent effect cannot be obtained. This is to say that we cannot derive which bank has a higher performance from financial ratio analysis only.
Linking communication to innovation success in the financial services industry: a case study analysis
Authors: Lievens Annouk , Moenaert Rudy K. , Jegers Rosette S
Published: July 2002

Reports the findings of an exploratory case study research on the contribution of internal and external communication to the commercial success of financial service innovations. An extensive case study research involving four innovation projects was conducted within a leading Belgian bank. The desk research and the 32 in‐depth interviews with senior managers and project leaders served as a platform for theory development. A propositional framework was developed that offers a contingency perspective regarding the role of communication during the different stages of the service innovation process. While many of the existing studies in the field have exclusively focused on external communication, the effectiveness of internal communication is a critical success factor. Furthermore, path dependency effects were created in the project life‐cycle of the financial service innovation projects. Finally, the findings suggest that the effectiveness of internal and external communication depends on the level of intangibility, heterogeneity, simultaneity and perishability of the new service offering.
An initial control of indoor air biocontamination
Authors: Hindy Kamal T. , Hameed A. Awad Abdel
Published: July 2002

Indoor biocontamination is recognized as a potential public health problem. The concentration of indoor pollutants is varied, depending on air filtration, air distribution systems and air cleaning devices. One portable air cleaning device, “Ionizer Air clean‐er/Air clinic” was investigated. The ability of particles to remain airborne or pass through filters depends on the size and density of particles. Air clinic device removed bacterial and mould contaminants in efficiencies up to 98.7 per cent and 67 per cent respectively, after 30 minutes of operation. After purification, Penicilliumspecies were predominant. Small particles (≤q4μm) are passed through filter mates. The negative ions produced by the device are effective for removing suspended particulates in efficiency up to 99 per cent. The disadvantages of this device are: the need to change the filter after short period of operation, and the unpleasant odour emitted from the device during operation due to ionization of particles.
Effectiveness of secondary radon protection in Northamptonshire houses
Authors: Phillips Paul S. , Fraser Julia D. , Denman Antony R.
Published: July 2002

Northamptonshire is classified as a radon affected area, with greater than 1 per cent of houses being above the UK action level of 200Bq/m–3. New houses, in areas where >10 per cent are above the action level, have to have primary protection of a radon‐proof membrane and secondary measures such as a non‐activated radon sump. New houses, in areas where 3‐10 per cent are above the action level only need the secondary measures. This research calls into question the effectiveness of this strategy. The use of radon potential maps, rather than radon in building maps, would have demonstrated that radon “hot spots”, where a very high percentage of houses are over the action level, can occur on a range of geology. One estate, at Higham Ferrers, had 35 per cent over the action level, even though it had been classified as only requiring secondary measures. The reluctance of occupiers in the UK to instigate monitoring and remediation means that very few will have their house tested for radon and activate the sump, by fitting a fan, if that is required. This paper provides arguments that support the view that it would be more effective to have primary and secondary measures introduced in all new houses in radon affected areas.
Genetic processes in chronically irradiated populations of small mammals
Authors: Ivanovna Ryabokon Nadezhda , Ivanovich Smolich Igor , Iosiphovna Goncharova Rose
Published: July 2002

Dynamics of population mutagenesis during 22 consecutive generations of animals, as well as genetic radioadaptation were studied in natural populations of small mammals (bank voles) under chronic low‐intensive irradiation due to the Chernobyl accident. The data obtained point to oppositely directed processes in irradiated populations: accumulation of mutations (genetic load of populations) and formation of genetic radioadaptation. It is suggested that the frequencies of genetic damages in populations could be higher in the absence of radioadaptation process. A relationship between the frequencies of cytogenetic injuries and low doses of radiation was revealed in animal generations studied. The non‐linear dose‐effect curves are most likely to be defined by the complicated microevolutionary processes in populations. The results obtained indicate the absence of genetic effect threshold of low dose radiation. Besides, they show that a dependence of cytogenetic effects on radiation low doses in series of irradiated generations cannot be revealed using linear equations.
Recycling of granite industry waste from the northeast region of Brazil
Authors: Rodrigues Menezes Romualdo , de Araújo Neves Gelmires , Carlos Ferreira Heber , de Lucena Lira Hélio
Published: July 2002

Solid wastes are today one of the worst problems in the word, mainly because of the increase in volume and the high capacity of environmental contamination. The aim of this work is to analyze the possibility of use sawing granite wastes as alternative ceramic raw materials for the production of bricks and roof tiles. Samples were collected from wastes of several granites companies from the northeast region of Brazil. They were submitted to particle size and mineralogical characterization. Some ceramic compositions were prepared with granite waste and submitted to technological tests. The results indicated that the wastes have particle size distribution and mineralogical composition similar to conventional non‐plastic ceramic raw materials. These wastes can be used in substitution of conventional raw materials in ceramic formulations in proportions up to 50 per cent. This can be important to save traditional raw materials from the region and decreasing the aggression to the environment.
Assessment of total human exposure to lead and cadmium
Authors: Blanusa Maja
Published: July 2002

Presents the principles of analytical methods, environmental monitoring, biological monitoring and direct human exposure assessment of lead and cadmium. Illustrates each research area, by giving the results obtained from studies carried out in the Croatian region and performed within the Institute of Medical Research and Occupational Health in Zagreb. Also presents the results obtained for lead and cadmium in non‐polluted rural, urban and polluted industrial areas. Considers two main environmental media ‐ air and food ‐ when evaluating human exposure, intake and absorption of lead and cadmium. Compares results obtained in this region to reported European and global data.
The elimination of chromium in the treatment of tannery industrial wastewater
Authors: Abdel‐Shafy Hussein I. , Hegemann Werner , Genschow Elke
Published: July 2002

Presents the findings of a study conducted to examine the efficiency of the combined anaerobic‐aerobic reactors for the treatment of three different tannery industrial wastewaters, focusing on the fate of chromium and other associated metals. Examines elimination rates of such metals with respect to each successive treatment process. Discusses the correlation between the chemical characteristics of the wastewater influent and effluent along with the level of heavy metals in such wastewater and the produced sludge. Confirms that the use of such sludge in agriculture should be restricted and recommends the recovery of Cr from the tanning sludge.
Low‐cost solution to improving Philippine working conditions: is it wise?
Authors: Conferido Reydeluz D.
Published: July 2002

Shows how, in the Philippines, a programme (called WISE) to encourage the introduction of occupational health and safety into small‐scale enterprises has been developed with the help of the International Labour Organization. Eight technical areas are taught in a very systematic and action‐oriented programme. Local experiences and low‐cost solutions are given high priority. Gives several examples.
Occupational medicine, toxicology, biological monitoring, safety and environmental health, occupational hygiene
Authors: Phoon Wai‐On
Published: July 2002

Presents a summary of the research literature on the title topics, performed in the countries of Asia and the pacific rim. Mentions for occupational medicine a series of Chinese clinical trials on the use of drug agents for the treatment of silicosis, and the possible use of herbal remedies for a variety of skin disease problems. Discusses the use of biological techniques for the monitoring of heavy metal, organic solvents and pesticide induces toxicology, Reviews under the heading of environmental health some of the lessons learnt from the Bhopal methyl isocyanate disaster, and notes the health risks associated with rubbish dump sites. Comments finally under the head of occupational hygiene on some research on the effects of indoor air quality. Calls for an increase in safety research within the region’s countries.
Chronic pollution in freshwaters, evaluation of ecological impacts and implications for water resource management
Authors: Barnes Nicholas J.
Published: July 2002

Conventional techniques for assessing and monitoring water quality have been primarily based either on the use of living material as “bio‐indicators” or on the employment of analytical measurements to provide information about the physical and chemical status of aquatic ecosystems. The former have predominantly utilised the presence of selected species to indicate the quality of waters in which they are found, whilst the latter require an adequate understanding of the toxic effects of specific physio‐chemical phenomena in order that their ecological impacts may be fully gauged. These approaches are well established but more recently attention has turned to the use of sub‐lethal effects to give a better measure of the sensitivity of populations and individuals to environmental change. Chronic exposure to toxic compounds in freshwater may allow individuals to survive but, owing to impaired growth, altered reproductive potential or behaviour modification, the population structure and dynamics may show symptoms of exposure. This paper explores whether the evaluation of sub‐lethal effects may provide the basis of techniques which are capable of providing ecologically relevant information about pollution impacts in a cost‐effective manner.