bluuebunny/crossref_metadata_2025 huggingface dataset:
Seamless Service
Authors: Grinstead Nigel , Timoney R.
Published: July 2002

Describes the process used by the Mater Infirmorum Hospital in Belfast
in 1992 to achieve high quality care (seamless service), motivate staff
to deliver and measure performance. Aims of the project included
focusing the organization on the customer, improving teamwork and
motivation. Opinions of staff, patients and GPs were examined and key
issues for improvements were identified. Interface from every single
interaction between Mater and customers was measured, taking into
account customer perception of service, and staff perceptions of
service. Data collection methods included taped interviews, video vox
pops and questionnaires. Concludes that a mismatch was found between
service offered and service required. Workshops launched ongoing
activities and a small steering group designed a series of management
forums to gain future support.
Seamless Service
Authors: Grinstead Nigel , Timoney R.
Published: July 2002

Describes the process used by the Mater Infirmorum Hospital in Belfast
in 1992‐1994 to achieve high quality care (Seamless Service), motivate
staff to deliver and measure performance. Aims of the project include
focusing the organization on the customer, improving teamwork and
motivation at all levels. After comprehensive data collection from GPs,
patients and staff management forums developed a full TQM strategy to
gain support and maintain momentum including innovative staff events
(every staff member was given the opportunity to attend) where
multilevel, multidisciplinary workshops enabled staff to design customer
care standards, develop teams and lead customer‐driven change.
Generating a culture focused on continuous improvement
Authors: Fraser David
Published: July 2002

Describes the principles and values on which the North Ayrshire
& Arran NHS Trust was established. Presents the reasons for choosing
a culture focused on quality together with the clinical and service
developments generated by continuous improvement.
Empowering staff through audit
Authors: Fleming Lesley M.
Published: July 2002

Describes the use of multidisciplinary project teams in audit
planning, process and outcome. Discusses the motivation and need for
reward in personal/professional settings and patient satisfaction
surveys in the contractual arena into which they have been drawn.
A step into the unknown? The new education and training contracting
arrangements
Authors: Edmonstone J.
Published: July 2002

The next few years are likely to see the introduction of an
educational contracting regime for professional education in the UK
between the NHS and the higher and further education sectors. It will
involve all employers of health care staff – the NHS, private and
voluntary sectors, GP fundholders and local authorities. Outlines these
changes and identifies some of the likely problem areas with the new
arrangements. Seven key areas are explored – workforce planning,
membership of the new consortia, the NHS Executive/regional office role,
timescales, finance, the scope for innovation and the operation of the
new system.
Lies, damned lies and absence statistics
Authors: Havergal Maggie
Published: July 2002

Examines the extent of absenteeism and the associated costs. Considers recent guidance on indicators of absence rates and notes the difficulties in reaching a common interpretation of the advice given. Outlines the challenge in devising feedback to local managers which enables local interpretation. Recommends training for first‐line managers.
The practical use of vision in small teams
Authors: Hitchcock Paul
Published: July 2002

Sets out to demonstrate the usefulness of vision statements to self‐directed work teams, taking ideas from the development of vision within teams in an organization of around 1,000 employees. Considers barriers to the creation of a shared vision in which employees have a stake, putting forward the concept of “team‐sized vision” as a means of coping with the identified problems of “size” and “ownership” with regard to organization‐sized vision. Outlines various advantages of team‐sized vision, e.g. enabling positive discussion of change and acting as a strong motivator. Sets out a process for the generation of team‐sized vision, broken down into four main steps. Concludes that the process can be undertaken with relative ease and that vision is for all levels of the organization ‐ not just top management.
Medical staffing ‐ the Calman Report: implications and costs
Authors: Meadows Sandra
Published: July 2002

Introduces the 1993 Calman Report on specialist medical training, summarizing the report’s recommendations and then exploring its implications for service purchasers and providers. Illustrates these using discussions within University College London Hospitals NHS Trust and The Royal Hospitals NHS Trust.
Competitive strategy for providers
Authors: Hackett Mark C.
Published: July 2002

National Health Service (NHS) Trusts are struggling to determine a long‐term strategic direction for their organizations in response to the competitive pressures generated by the NHS reforms. The development of long‐term strategic direction and the methods to implement them are presenting real challenges to the Trusts which have inherited service configurations based on bureaucratic planning frameworks rather than service configurations suited to a more competitive environment. Examines the strategic choices available to these organizations; explores the importance of identifying positive strategic choices; and discusses the advantages and disadvantages in the context of the NHS internal market.
A common strategic language for clinicians and senior managers
Authors: Piper John A. , Muir Barry , Stewart Allister , Willetts John
Published: July 2002

Effective strategic analysis of existing and potential services requires a framework which is relevant and understandable to both clinicians and senior managers. Our work with NHS trusts has developed a framework based on analysis of services into four principal service streams ‐ emergency general hospital, non‐emergency general hospital, specialist general hospital and tertiary. Relating service streams to clinical specialties provides a matrix which can provide a basis for an initial analysis of the current and prospective clinical services portfolio, allowing drilling down into the detail and back up to the overall picture. Portfolio effectiveness is assessed by considering overall viability consisting of three interrelated elements ‐ clinical, market and financial viability. The inter‐relationship of service streams, clinical specialties and viability allows the trust board and key clinicians to share insights into the current and potential systemic linkages between these three elements and to develop a vision of future strategic direction.
Shaping the health of the nation: development of human resources in Eritrea
Authors: Abu Omar Mayeh , Tekeste Assefaw
Published: July 2002

Looks at human resources (HR) issues with regard to the health care system in Eritrea, the newest nation in Africa with a population of 3.5 million. Notes the problems of poor infrastructure, high mortality rates and poverty. Considers the present situation and future requirements in terms of HR. Features programmes being established aimed at bridging this gap and looks particularly at initiatives aimed at enabling ex‐combatants who have wartime health care experience to train further as health workers.
Skills required for healthy commissioning
Authors: Jackson Sue
Published: July 2002

There can be no doubt that literature regarding healthcare commissioning is on the increase. In particular, documentation is continuously emerging on the innovative models which have been designed and implemented to secure effective healthcare for the future. However, the literature tends to focus on the processes that have been designed rather than any required changes in human skills and outlook. While this article examines some of the organisational issues surrounding healthcare commissioning, it also covers the changes and demands required of the personnel practising within the purchasing arms of the National Health Service.
Systematic analysis and controlling of health care organisations lead to numerical health care improvements
Authors: Möller Johannes , Sonntag Hans‐Günther
Published: July 2002

The EFQM model for organisational excellence is used in the health care sector as a tool to diagnose and assess the starting position for an effective QM programme. Feedback reports cover the fields of acute medical care, rehabilitation and ambulant care and contain strengths areas for improvement. Building on the EFQM feedback reports, the Modular Concept for Quality in Health Care (“Heidelberg Model”) improves QM both holistically and specifically by implementing so‐called “Modules for Excellence”. The implementation process follows principles of project management covering medical, nursing and managing issues and the performance is periodically evaluated against targets. QM projects that are designed in the dichotomic way follow three goals. Organisational diagnosis and therapy lead to numerical health care improvements in “Prevention of nosocomial infections” and “Optimising out‐patient treatment”. Different assessment approaches lead to a diagnosing feedback report for QM in health care. The Modular Concept for Quality in Health Care (“Heidelberg Model”) clusters, prioritises, implements and evaluates the organisation’s key areas for improvement.
Ready for take‐off: realising the potential of the education and training consortia
Authors: Edmonstone John
Published: July 2002

Education consortia are now over 18 months old and can be seen as a “hybrid” between a top‐down resource allocation system and a bottom‐up workforce planning system. The strengths and weaknesses of the developing system are identified, as is emerging good practice in consortia operations. A model for consortia working which emphasises strategic working is proposed.
Primary care groups will have to be good at this, and that and the other
Authors: Cooke Mike
Published: July 2002

The success ofFunctions of primary care groups (PCG) should be considered ahead of structures and those forming PCGs need to see the links between the key health and social policy initiatives. Early influence by PCGs will shape the design and local implementation of health action zones, health improvement programmes and performance frameworks. The Green Paper “Our Healthier Nation” and its successor are central to the emerging role of PCGs. Partnership work between GPs, practice staff, trusts, local authorities and health authorities needs emphasis. Recognition of what people and existing organisations can contribute needs to be given. Leadership themes of good primary care operations, health development and clinical leadership or their equivalents need time and space to emerge.
Developing consultant care on delivery suite
Authors: Hackett Mark
Published: July 2002

The success ofThe need to develop a consultant presence on the delivery suite has never been greater given the emerging quality agenda that is occurring within the speciality. This is identifying a clear impetus for changing consultant practice and also meeting the needs of women more effectively. The article describes these trends, the impetus for change and identifies practically how such a change was achieved within the largest women’s hospital in the UK. It defines the basis for building a vision for an improved future and the practical use of management and transformational leadership skills to change consultant behaviour and attitudes with a clear set of outcomes that were achieved.
Change and continuity: British/German corporate relationships in the 1990s
Authors: March John
Published: July 2002

Revisits the debate about the attractiveness of Germany as a business location and traces developments in German inward and outward investment during the 1990s. Measures, actual and promised, which will serve to bolster the attractiveness of Germany as a business location, are identified. Drawing on the experience of British/German trade and corporate relationships during the decade, it is recommended that the 1990s be seen as one of adjustment rather than catastrophic dislocation. British/German corporate relationships are reviewed, with the conclusion that allowing for the environmental turbulence of the early years of the decade, the 1990s can be considered as a decade characterised by the steady development of reciprocal relationships.
An exploratory investigation into cultural awareness and approach to negotiation of Greek, Russian and British managers
Authors: Fraser Campbell , Zarkada‐Fraser Anna
Published: July 2002

Presents a comparison of approaches to negotiation and level of cultural awareness of international business managers in Russia, Greece and the UK. Demonstrates that although managers in the three countries are distinctly different in their demographic and cultural characteristics they generally exhibit high impression accuracy and adopt a similar approach to the negotiation process. Discusses implications for European business.
Analysis of changes in consumer attitudes toward the products of England, France, Germany and the USA, 1975‐2000
Authors: Darling John R. , Puetz James E.
Published: July 2002

Presents a longitudinal study examining the attitudes of consumers toward the products and associated marketing practices of England, France, Germany and the USA. Covers the period from 1975‐2000. Concludes that there is a significant difference in the attitudes of consumers with regard to the products and associated marketing practices of these European Union countries in comparison to the USA.
Developing Management Education in the Former Communist Countries of
Europe
Authors: Kenny Brian , Trick Bob
Published: July 2002

Explores the problems of manager development within the context of the
move from a command to a free economy. Places particular emphasis on
issues concerned with the education of manager educators and trainers,
with reference to the Czech Republic. Proposes models of development for
both large and small businesses and addresses their scope and
limitations.
Public Procurement in the Single European Market: Policy and Prospects
Authors: Uttley M.R.H. , Hartley K.
Published: July 2002

The removal of discriminatory public procurement has presented a major
policy issue for the European Community in the move towards the 1992
Single European Market. Considers three questions: why have governments
traditionally adopted “buy national” purchasing policies and what are the
potential benefits associated with a single market for EC public
procurement?; which policies have the EC adopted to liberalize public
contracting?; and how effective is the Community′s new public
procurement regime?
Human Capital and Europe′s Future
Authors: Groth John C.
Published: July 2002

Human labour will play a critical role in the future of Europe.
Discusses ways to segregate capital into “Mind Human Capital” and “Physical
Human Capital”. Argues that important differences between mind and
physical human capital have profound implications for the future of
Europe. Very significant trends in and related to human and physical
capital will have differential effects on countries of Europe. In
addition, mind and physical capital have profound implications for
businesses in Europe. Provides insights on key relationships between
mind and physical labour and economic developments. In addition suggests
specific implications of such relationships. Also provides predictions
concerning the role of mind and physical capital in the future of
Europe. Is of particular interest to those responsible for evaluating
the European business environment and making strategic decisions about
future disinvestment and investments in Europe.
EuroDisney: the mouse that roared (not!)
Authors: Curwen Peter
Published: July 2002

Examines the history of the ill‐fated EuroDisney theme park.
Analyses the reasons for its failure to attract customers and to meet
financial projections. Questions whether Walt Disney has lost its touch.
Assesses the future prospects for the park. Provides a case study of
culture shock and emphasizes the difficulties of exporting successful
ideas to other cultures.
Trade policy in the EU: prospects for the millennium
Authors: Roarty Michael J.
Published: July 2002

The creation of the Single Market is changing the direction of trade in the European Union (EU) as member countries become more closely integrated. This has major implications for trade with the rest of the world and thus the evolution of EU trade policy. Presents empirical evidence to show that the EU became more protectionist during the 1980s, particularly in the sphere of non‐tariff barriers. Discusses a detailed analysis of the factors presently shaping EU trading policy and assesses whether a “fortress Europe” will develop.
French studies: compare and contrast
Authors: Johnson Alan , Manser Jutta
Published: July 2002

Many UK companies are establishing a physical presence in other European countries. This means owning or leasing property which may need adapting and will need maintaining. Highlights a number of differences in the processes used to have building work carried out by small builders in the UK and France. UK managers unused to dealing with building projects in other countries need to be aware of the possible differences in culture and regulations. Compares current practices in the UK and France.
The past 2,000 years of business in Europe and China: why Europe is Europe and China is China
Authors: Jacobs Laurence , Guopei Gao , Herbig Paul
Published: July 2002

Compares the economic history of china and Europe over the past 2,000 years in an attempt to understand the countries’ present economic positions. Discusses how China’s political and economic system impeded the development of a commodity economy and led to the development of agriculture while Europe’s commodity economy fostered the advancement of science and technology.
Trans‐European corporate networks: the rise of carrier‐based telecommunications outsourcing
Authors: Turner Colin
Published: July 2002

An enterprise’s telecommunications network is central to successful development and implementation of corporate strategy in the single European market. Considers how and by whom this strategic resource should be managed. Highlights the corporate networking options: public networking, insourcing, outsourcing, market trends and the effects future regulation may have on the market.
Economic development in Poland: a local perspective
Authors: Foley Paul , Hutchinson Jo , Kondej Andrzej , Mueller Jim
Published: July 2002

Explores the local impact of market reform in a former communist country. Uses the Bialystok voivodship in Poland to discuss the local impact of monetary reform and the banking system, local business development, the impact of Western influences, and finally the problem of unemployment and policies intended to combat it. The voivodship is geographically remote from areas currently favoured by foreign investment which contributes to a growing sense of East‐West inequality. Despite showing ingenuity and entrepreneurialism to work the system many businesses are still struggling to adapt and realize that the market economy has significant individual costs. Highlights the local impact of national policy and re‐emphasizes the potential for local economic opportunities not only between countries but also between different regions within those countries.
European leadership in globalization
Authors: Harris Philip R. , Moran Robert T.
Published: July 2002

Examines characteristics of successful organizations in the year 2000, and contributions of European leaders to the process. Compares different competencies of business leaders who merely travel abroad with those who settle there as expatriates for a time. Considers the environmental forces and other factors which require organizations to be globally transformed if they are to survive and prosper in the next century. The change demands alteration of mindsets on people in multicultural societies, on the nature of work, the worker, and the management process itself. Emphasizes the importance of international and intercultural education in leadership development. Confirms that executive training and promotion reward those who are futuristic with both multicultural and technological skills. Proposes ten key concepts of global leadership, communication, culture, and synergy.
Can we afford to lose the pharmaceutical industry in the EU?
Authors: Earl‐Slater Alan
Published: July 2002

Suggests that the population of the EU will still need drugs whether or not the EU continues to have a pharmaceutical industry. Various policies trying to control health service drugs bills have affected the drugs industry: increasingly the effects are adverse. The EU Commission is now taking an increasing interest in health care and pharmaceutical industry policy. It is therefore of some urgency to open the debate up by beginning to signal what the EU stands to lose if it loses the pharmaceutical industry in the EU. Although it is highly improbable that the EU will lose all the present pharmaceutical industry in the EU it is likely that it will lose some of it in the next five years, and it is almost certain that the industry in the EU will continue to yield with respect to industry in North America, the Pacific Basin and Asia.
UK joint venture activity in the Czech Republic: motives and uses
Authors: Davies Eleanor M.M. , Kenny Brian , Trick Robert R.
Published: July 2002

Presents the initial findings of an ongoing study into the motives and uses of the joint venture by British investors in the Czech Republic. Observes that, despite the many opportunities presented of doing business in Eastern Europe, the British have been slow to invest; the UK does not feature in the top seven investors in the Czech Republic. Points out that it is a widely held belief that the joint venture is the most common mode of entry used by Western firms when investing in Central and Eastern Europe. Contends that there is a clear match between the needs of market‐seeking or cost advantage‐seeking Western firms on the one hand and the technological needs of the Eastern Europeans on the other. However, suggests from the study data that UK investors have chosen to own their foreign operations wholly rather than work with local partners. Examines the different modes of entry, the sector and the function of investment used by British firms. Notes the predominance of service activities.
Supporting the development of successful worker co‐operatives in the UK
Authors: Knight Richard
Published: July 2002

Observes that there has been a renewal of interest in the co‐operative form of business in the UK as a method of working in times of rapid economic change. Notes that co‐operative development agencies, which were established in the 1980s as a means of assisting co‐operative growth and structure, have not always enjoyed a successful relationship with their clients and as a result have been declining in number and influence. Investigates why this relationship did not develop effectively and discusses the development of alternative support structures being established by the co‐operatives themselves. Suggests that these new opportunities present new problems but that the vitality of worker co‐operatives helps overcome these problems.
Trust begets trust in Hungary: an interview with the Hungarian Finance Minister
Authors: Ország‐Land Thomas
Published: July 2002

Features excerpts from an interview with Peter Medgyessy, the Hungarian Finance Minister. Covers topics such as Medgyessy’s assessment of the reasons for Hungary’s good performance in attacting foreign direct investment. Also considers a range of other issues such as the country’s economic performance, public morale, crime prevention and banking and insurance reform.
Joint ventures in China ‐ a Spanish case
Authors: Blake John , Amat Salas Oriol , Wraith Philip
Published: July 2002

States that the Chinese market stands out both for its size and its record of growth. A growing literature identifies a wide range of challenges that must be confronted to launch a successful joint venture. Explores this literature and reports on how one medium‐sized European company, Nutrexpa SA, has successfully set up and developed a joint venture in China.
The green initiative: improving quality and competitiveness for European SMEs
Authors: Greenan Kate , Humphreys Paul , McIvor Ronan
Published: July 2002

Attempts to show that environmental issues are becoming increasingly important as an attribute of the quality of goods and services. However, although firms appreciate the importance of good environmental practices there is a lack of awareness of how this can best be achieved, particularly in small and medium‐sized enterprises (SMEs). Suggests that one way to enhance understanding among SMEs is to consider environmental responsibility as part of the quality attributes which customers may expect from suppliers. Presents a quality profiling approach which is based on customers’ perceptions, which should assist an SME to: establish the importance of environmental factors with respect to other attributes in the purchasing decision; and evaluate the organization’s performance on key product/service attributes relative to its main rivals. Discusses the role of governments and other bodies in relation to encouraging a proactive environmental approach among SMEs.
Ethical dimensions of environmental management
Authors: Stainer Alan , Stainer Lorice
Published: July 2002

Argues that corporate responsibility must span over the legal, social, economic and technological domains. Places environmental system standards and auditing in their business strategic roles and gives a stakeholder approach to environmental management with its relationship to sustainability, economic growth and improved quality of life. Outlines the importance and relevance of “green” yardsticks in non‐financial performance measurement terms. Analyses ethical dimensions, stressing that, by developing an ethical corporate culture, businesses can create both a competitive advantage and environmental excellence. Provides examples of contemporary environmental strategies in a European context.
Can Britain viably opt‐out of EMU?
Authors: Burkitt Brian
Published: July 2002

If a limited number of EU countries decide to proceed with the stipulated timetable for EMU in 1999, Britain will soon face the crucial decision of whether or not to participate. States the reasons for believing that participation will damage both Britain’s economy and its capacity for self‐government. States that many accept such arguments but claim that exclusion would prove most costly. Proceeds to demonstrate that these fears are based on myths rather than objective facts. Claims Britain’s economic performance will be enhanced, rather than damaged, by opting out of EMU.
Do Japanese companies have a competitive strategy?
Authors: Mourdoukoutas Panos , Papadimitriou Stratos
Published: July 2002

Responding to Michael Porter’s claim that “Japanese companies rarely have a strategy”, this paper argues that the competitive advantage of Japanese enterprises is not to be found in traditional practices. Rather, it is due to the way these practices are upgraded and reinforced by ideological factors such as the “community of fate”, as well as the formation of governance structures that cultivate the development of contextual knowledge that leads to the efficient and effective production of complex products.
Foreign debt in Asia Pacific and the Latin American and Caribbean region: is there a cause for concern?
Authors: Strizzi Nicolino , Kindra Gurprit S.
Published: July 2002

Many countries in both the LAC region and Asia Pacific have large and growing foreign debts. Country risk ratios and the profile of foreign debts for the majority of these countries are near or exceed widely regarded warning thresholds. Chronic budget and funding problems regionwide, including massive infrastructure investment needs and rising social spending pressures, will lead to greater reliance on foreign borrowing. That will contribute to debt accumulation and rising debt‐servicing burdens. Economic slowdown, massive banking and financial sector restructuring, erosion of export competitiveness and declining foreign exchange reserves will increase the likelihood that these countries will be unable to fully meet their foreign debt‐servicing obligations. The risk of debt default will be greatly increased over the next decade. Mounting public criticism will make it tougher to arrange future international financial rescue packages, such as those extended to Mexico and Thailand, for cash‐strapped sovereigns. As Canada’s economic profile rises in emerging markets, greater monitoring of country risks is warranted.
Cultural Literacy and Business Career Planning
Authors: Ahmadi Mohammad , Helms Marilyn M.
Published: July 2002

Addresses the issue of cultural literacy and compares the cultural
learning of women and men, and of minorities and non‐minorities.
Discusses the possible effect of cultural literacy on career planning
and training. A cultural literacy test was developed and administered to
a group of undergaduate business students at a metropolitan university.
It was found that male respondents generally performed better on tests
of cultural literacy than did their female counterparts, and minorities
scored lower than non‐minority groups. Concludes that these general
knowledge differences may have significant effect on employment and
career planning. Suggests procedures for corporations to use correct
possible biased hiring practices.
Career Priority Patterns
Authors: Burke Ronald J. , Todorova Irina , Kotzeva Tatyana , McKeen Carol A.
Published: July 2002

This research examined correlates of three career priority patterns
– career‐primary, modified career‐family, and career‐family – among 218
managerial and professional women in Bulgaria. Data were collected using
questionnaires completed anonymously. It attempted to replicate similar
research conducted in Canada. Although career‐family women worked fewer
hours per week, and were less involved with their jobs than were
career‐primary women, many of the differences observed in the Canadian
sample were absent in the Bulgarian sample. Offers possible explanations
for the differences in the two studies.
Success and Failure among Senior Public Administrators – The Key Role of Personality
Authors: Lawson James S.
Published: July 2002

Although the nature of work undertaken by managers of organizations has been widely studied, the influence of personalities of managers, particularly in the public sector, appears not to have been examined in detail. The personality characteristics of 50 senior Australian public sector managers are compared with their achievements in terms of the known objectives of their organizations. Describes the outcome of this study. Identifies flaws including lack of trust in subordinates, lack of inspiring trust from subordinates, lack of commitment and aggressive selfish behaviour. Demonstrates that such flaws can bring about disaster for the manager and for the organization.
Management Development
Authors: Wright Phillip C. , Belcourt Monica
Published: July 2002

Using a model that defines the manager′s job as a core of basic skills
surrounded by a variable and varying envelope of discretionary tasks,
links career management to the organization′s strategy through the
coaching process. The key factor is to ensure direct transfer from the
“learning venue” to the “work venue”. Thus the workplace is seen as the most
appropriate venue for management development, an activity related
directly to career management.
Dimensions of apparel manufacturing strategy and production management
Authors: Lin Shu‐Hwa , Moore Mary Ann , Kincade Doris H. , Avery Carol
Published: July 2002

The purpose of this study was to explore the dimensions of apparel manufacturing strategy (i.e. cost, quality, flexibility, delivery time) and their relationship to style and sewing systems. U.S. apparel producers are seeking strategies that will make their production competitive to production in low wage countries. Two style types were defined: new styles and standardized styles. Results indicated that the production of new styles of apparel is related to the manufacturing dimensions of quality and delivery. The standardized style is related to the dimension of cost. Significant associations were also found between the multiple‐sewing systems used by plants and dimensions of manufacturing strategy (cost, delivery, and flexibility).
Thickness and compressional characteristics of air‐jet textured yarn woven fabrics
Authors: Mukhopadyhay A. , Dash A.K. , Kothari V.K.
Published: July 2002

The effect of pick density, constituent filament fineness and heat‐setting on the fabric thickness and compressional properties have been studied before and after laundering. With the increase in pick density fabric thickness, compression and compressibility increases up to a certain extent. Coarser filament textured yarn fabric have higher thickness, compression and compressibility than that of finer filament textured yarn fabrics. Heat‐set fabrics possess higher thickness, compression and compressibility than the grey textured yarn fabrics. However, fabric compressional recovery and resiliency are mainly influenced by the fabric pick density rather than the effect of heat‐setting and filament fineness of constituent textured yarns. On laundering, fabric thickness, compression and compressibility improve particularly for the fabric of lower pick density. The effect of laundering is marginal on fabric compressional recovery and resiliency.
Measuring Productivity in Services
Authors: McLaughlin Curtis P. , Coffey Sydney
Published: July 2002

The wide variety of productivity measurement methods available for
use in services is reviewed. The diversity of the service industries has
meant that each field has developed its own productivity measures which
have often not been widely disseminated due to the lack of a common
professional literature. The available measurement approaches are
outlined, including those from the health sector where there has been a
sizeable effort at productivity research. A classification scheme is
presented to assist in the description and selection of available
service productivity measures. The classification scheme is based on (1)
complexity of inputs and outputs, (2) degree of customisation, and (3)
level of aggregation. The measures of services productivity reviewed are
presented in terms of this classification. An approach is suggested for
the manager to follow in selecting productivity measures according to
this classification and other considerations. While some attributes of
services make productivity measurement difficult, it is argued that it
is not as problematic as some would think and that a number of
approaches are available, especially for the comparison of service units
which tend to be far more numerous and homogeneous than factories.
Cultural Leadership in Service Organizations
Authors: Siehl Caren
Published: July 2002

Discusses the relationship between the distinguishing
characteristics of service delivery and the key components of an
organizational culture. Argues that in order to provide high quality
service delivery it is advantageous to develop a shared set of cultural
values focusing on service provider responsibility, quality and delivery
to customers. Presents four principles for cultural leadership in
service organizations. Concludes by suggesting several future leadership
challenges for service firms.
Leading the Largest Catering Firm in Holland: A Matter of Character
Authors: Rijnierse J.G.A.
Published: July 2002

Explains what makes a good manager in the words of the managing
director of the largest catering firm in The Netherlands and leader in a
fast growing market. In 1991 Van Hecke served 250,000 meals a day at 750
different staff restaurants. Since catering is people′s business and
management centres on people, good leadership is essential for Van Hecke
– it implies an open mind, charisma, natural authority, dominance
and vision. Within Van Hecke, leadership is not only a skill, but an
attitude. Conclusion: it is a matter of character.
The Neglected Service Industries of Eastern Europe: Some Quantitative and Qualitative Aspects
Authors: Nicholls Richard F.
Published: July 2002

The service industries of Eastern Europe were subjected to serious
neglect during the Socialist period, some of them more than others.
Provides various reasons for this (ideological, pragmatic, technical and
inertial). Stresses both the quantitative and the qualitative dimensions
of the neglect. The Marxists had negative attitudes towards many
services. Moreover, central planning procedures were incompatible with a
high regard for service quality. Gives reasons why the informal service
economy was a poor substitute for an open‐market structure. Details the
major obstacles still facing the service industries of Eastern Europe
today. They are mainly qualitative in nature and include, most
noticeably, the lack of a customer‐driven culture. Uses this analysis of
past and present in Eastern Europe to suggest strategies for future
direction and development. Discusses the potential for educational
initiatives and implantation of Western systems and provides a checklist
of advice and precautions for service organizations considering
expanding into Eastern Europe.
CEOs′ Views on Good Management Practices in Victoria, Australia
Authors: Simon Alan
Published: July 2002

Reports research conducted in 1991 among Chief Executive Officers
(CEOs) of advertising agencies, banks, airlines and large tourist
companies in Melbourne in order to canvass their opinions on good
management practices. The principles of a generative research strategy
were adhered to and a free response questionnaire was administered to
the target population. The aim of the study was to capture the views of
CEOs directly involved. CEOs considered leadership, human resource
management, financial acumen, experience, creative and visionary
thinking and good communication, among others, to be fundamental factors
of proficient management in a service organization. Despite using a
generative strategy, these espoused practices are
Service expectations: the consumer versus the provider
Authors: Hubbert Amy R. , Garcia Sehorn Annette , Brown Stephen W.
Published: July 2002

Boundary‐spanning personnel such as tax preparers, travel agents
and hairdressers interface directly with customers. In their unique
position, between the organization and customer, these service providers
market the service to consumers while they simultaneously carry out
operational functions. Both the customer and the provider bring certain
expectations to the service encounter. These expectations then shape the
perceptions of the service encounter. The research reported uses script
methodology to compare the expectations between boundary‐spanning
service providers and consumers of the same service. Draws its
theoretical foundation from the expectations and scripts literatures. In
Phase One, scripts of the service were elicited in order to test
hypotheses based on the discovery and comparison of consumers′ and
service providers′ subgoals for a typical service encounter (H1).
A hypothesis also tested the point at which providers and consumers
enter their respective scripts of a typical service encounter (H2
). In Phase Two, the subgoals mentioned most frequently in Phase One
were used as stimuli to elicit the specific actions which comprise the
complete script. These complete scripts enabled a comparison of the
elaborateness of provider and consumer scripts (H3). The results
of Phase One revealed that a portion of consumers′ subgoals for a
service encounter are shared by providers of the service while other
subgoals are unique, supporting H1. The point of activation of
the script differed dramatically between customers and providers,
supporting H2. The Phase Two findings provide support for the
hypothesis that service providers have more elaborate scripts. Overall,
the results support the notion that scripts operationalize expectations.
Closes with implications for management and suggestions for future
research.
Application of root cause analysis in a service delivery operational environment
Authors: Dorsch Jeffrey J. , Yasin Mahmoud M. , Czuchry Andrew J.
Published: July 2002

Presents an approach for applying root cause analysis (RCA) in a service delivery system for the purpose of investigating and correcting service delivery system problems. Utilizes a methodology that incorporates and integrates RCA into the service system by combining the approach with other managerial tools, a proactive continuous improvement (CI) philosophy, and an open system perspective of the organization and its environment. Stresses relevance of both operational and strategic implications that result from service delivery problems. The development and utility of the proposed methodology presented in this research is illustrated using both a hypothetical example and a real world application.
Inward international activities in service firms ‐ illustrated by three cases from the tourism industry
Authors: Björkman Ingmar , Kock Sören
Published: July 2002

Suggests that most research on internationalization of service firms has investigated how companies over time have developed their outward business operations. Finds, however, that some service firms, especially within the tourism industry, have chosen another way of handling international business operations, namely by marketing their services abroad, often helped by middlemen such as tour operators and travel agents, expecting customers to come to their home country where services are produced and consequently must be consumed. Uses three cases to describe and analyse the process of “inward internationalization”, and to illustrate how the inward international activities may be carried out.
What does value mean in business‐to‐business professional services?
Authors: Lapierre Jozée
Published: July 2002

Addresses the value definition and conceptualization issues in a business‐to‐business professional services context. Finds that results of exploratory research reveal that providers and organizational customers do not perceive value as a static concept; rather, the value definition comprises a time aspect and is associated with the exchange value during the transaction itself and value in use after the transaction. Discovers that value exchange is made up of a set of quality and relational criteria, whereas value in use refers to financial, social, operational and strategic performance and furthermore, perceptual differences may be explained by the presence of causal ambiguity which refers to differences in competency level between providers and customers, between hierarchical levels and professional services.
Evaluating relationships: are satisfaction and quality enough?
Authors: Rosen Deborah E. , Surprenant Carol
Published: July 2002

This paper examines the current literature and trends in the measurement of service relationships. The authors present evidence from two industry studies which suggests that satisfaction and/or quality as currently conceptualized are not sufficient diagnostic tools to assess the health of a relationship, certainly not sufficient when only one relationship partner’s outcomes are assessed. Two studies which explore service relationship satisfaction, are presented as illustrations to demonstrate that firms engaged in partnering relationships need to consider changing the way they evaluate the ability of their systems to satisfy partners as the relationship progresses. Process issues and value‐enhancing components in addition to satisfaction and quality are among the critical dimensions to evaluate in order to fully assess the health of a relationship.
Assessing the implementation of market segmentation in retail financial services
Authors: Meadows Maureen , Dibb Sally
Published: July 2002

Market segmentation is widely regarded as a panacea for a variety of marketing ailments. Yet research in the financial services market highlights a number of significant barriers to the implementation of segmentation schemes. These barriers range from weaknesses in customer data and inappropriate organisational structure, to lack of marketing orientation and difficulties in obtaining a fit within the existing distribution structure. While the marketing literature acknowledges that these difficulties exist, there has been little formal analysis to capture the characteristics of these barriers. This problem is compounded by the considerable size and diversity of the sector which make it difficult to generalise about the implementation problems. This means that the extent of any barriers may vary in different areas of the financial services market and even in different organisations and that this variation may feasibly translate into different levels of segmentation usage. This research uses four short financial services case studies to examine the application of segmentation and consider the implementation barriers. Although the case studies cover a range of financial services companies, the analysis focuses on the provision of charge/credit cards by these organisations. The growth rate and increasing importance of the charge/credit card business make this a particularly pertinent area to analyse and allow a comparison with retail banking services more generally. The findings support the notion that a range of barriers to segmentation exists and shows how the importance of these barriers varies in different organisations.
Phenomenology of embodied productivity in services
Authors: Küpers Wendelin
Published: July 2002

Approaches the issue of productivity in services from a phenomenological perspective. Refers to embodiment, expression and emotion in working life of services. Discusses an understanding of post‐industrial service work and a corresponding service‐productivity culture. Presents the concept of “communities of productive practice”. Offers managerial and organizational implications for an embodied productivity.
Progress and prospects of services management in Latin America
Authors: Reynoso Javier
Published: July 2002

This article presents insights on the increasing importance of services in the economic growth of Latin America and its complex evolution towards a service society. The article then illustrates the strategic role of services management in this new era of service competition, discussing managerial and research challenges being faced by service organizations and academic institutions in this region. The article concludes by providing a framework aiming to integrate a community which, sharing the common intellectual passion for service, would work towards the development of science, art and practice of services management, in order to contribute to the progress of this important field in Latin America.
Heavy metal content of newspapers: longitudinal trends
Authors: Tucker P. , Douglas P. , Durrant A. , Hursthouse A.S.
Published: July 2002

Examines whether there are any environmental or health implications associated with the increased use of colour in newspapers, if the newspapers are reused or recycled. New heavy metal analyses of UK daily newspapers from 1992, 1996 and 1998 are reported. Lead, mercury and cadmium were found to be below their measurement detection limits (4ppm, 5ppm and 1ppm respectively) in nearly all samples. Barium and total chromium levels were highest in supplements printed on “glossy” paper. Copper was present at levels around 20‐30ppm in the standard newsprint sections and at levels of 80ppm or more in the supplements. Copper concentrations increased by 33‐40 per cent between 1992 and 1998 which correlated well with the increased colour content. A scientific appraisal and review showed that the heavy metal contents of newspapers are highly unlikely to pose any environmental risk or to have any health implications.