bluuebunny/crossref_metadata_2025 huggingface dataset:
Legitimate businesses and crime vulnerabilities
Authors: Vander Beken Tom , Van Daele Stijn
Published: September 2008

Purpose

The aim of this paper is to demonstrate the potential of vulnerability studies of economic activities to study the relationship between organised crime and the economy and illustrate it by examples taken from a vulnerability study of the European waste management industry.

Design/methodology/approach

Based on both economical and criminological perspectives a scanning tool for assessing the vulnerability of economic sectors was developed and applied to a specific case.

Findings

Sector vulnerability studies belong to the wider family of criminal opportunity approaches, all of which aim to identify areas of current risk and future prevention. Sector vulnerability studies (vulnerability to organised crime and other risks) extend the range by bringing in economic sectors. Although starting from the analysis of the formal economy, sector vulnerability studies can provide insights concerning potential irregularities and opportunities for informal economies to flourish as well.

Originality/value

This paper addresses informal markets and the relationship between organised crime and the economy from a vulnerability perspective, focusing on the opportunities provided by licit economic activity. Although such opportunity approaches exist and have been applied to various cases before, there are only a few examples of its application to vulnerabilities to organised crime.
Real estate and serious forms of crime
Authors: Nelen Hans
Published: September 2008

Purpose

The aim of this paper is to scrutinize the Dutch property market from the angle of crime‐inducing conditions and circumstances.

Design/methodology/approach

The perspective adopted is in line with recent developments in the study of crime and crime prevention, which focus not so much on perpetrators, as on the opportunities they have to commit a criminal offence.

Findings

Despite the exploratory character of the analysis, it can be concluded that the real estate sector lends itself very well to an entwining of regular and irregular activities. Real estate has become booming business, attracting domestic and foreign investment. The market is closed, dominated by old boy networks, with possibilities to conceal irregularities. Regulations, law enforcement and (both formal and informal) control seem to be inadequate. Hence, it is less transparent than other markets and enables legitimate and illegitimate entrepreneurs to meet, co‐operate and share expertise and knowledge.

Practical implications

Strategies to prevent serious forms of crime in the real estate sector vary from self‐regulation and administrative measures to public and private policing. The various public and private institutions tend to stick to a primarily domestically oriented approach, whilst social research in this area is still predominantly based on national studies. The author recommends that comparative, multidisciplinary empirical research on irregularities and crime in the real estate sector in various (European) countries needs to be conducted.

Originality/value

This is one of the first attempts to apply principles of analysis of potential crime‐inducing vulnerabilities to the real estate sector.
The primacy of theory
Authors: Lee Nick , Greenley Gordon
Published: September 2008

Purpose

The purpose of this editorial is to provide indicative guidance to prospective EJM contributors of the importance of theoretical development to the success of submissions.

Design/methodology/approach

The authors use a combination of conceptual thinking and theoretical literature to present key concepts of theory and its relevance to a manuscript's contribution to knowledge.

Findings

The authors propose some guidelines for researchers who wish to publish the results of their work in EJM, and these also have relevance to other top academic journals.

Research limitations/implications

The topic of theoretical conceptualisation and development is a complex one. Because of space constraints, the coverage of many issues is necessarily brief in this article.

Practical implications

Scholars should find the thoughts contained in this article to be of significant benefit to their publication efforts in EJM and other top journals.

Originality/value

While other top marketing journals have in the past provided similar guideline‐style pieces, this is one of the few to be written from an inclusive perspective, with the explicit focus on the theoretical development stage.
Identity based views of the corporation
Authors: Balmer John M.T.
Published: September 2008

Purpose

The purpose of this paper is to consider advances in corporate identity scholarship on the occasion of the tenth anniversary of the first special edition of corporate identity to appear in the European Journal of Marketing in 1997.

Design/methodology/approach

The paper takes the form of a literature review.

Findings

The notion of, what can be termed, “identity‐based views of the corporation” is introduced. Each of the ten identity based perspectives that inform the above are underpinned by a critically important question which is believed to be of considerable saliency to marketing scholars and policy advisors alike. As a precursor to an exposition of these ten perspectives, the paper discusses five principal schools of thought relating to identity and identification ((the quindrivium) which can be characterised as: corporate identity (the identity of the organisation); communicated corporate identification (identification from the organisation); stakeholder corporate identification (an individual, or stakeholder group's, identification with the organisation); stakeholder cultural identification (an individual, or stakeholder group's, identification to a corporate culture); and envisioned identities and identifications (this is a broad category and relates to how an organisation, or group, envisions how another corporation or group characterises their identity or mode of identification.))

Practical implications

Each of the ten identity‐based views of the corporation outlined here is underpinned by a question of critical importance which aims to be of assistance to senior executives in comprehending and managing identity‐related concerns of the corporation.

Originality/value

The introduction of notions relating to identity based views of the corporation/corporation brands represents, perhaps, a natural denouement for the “schools of thought” approach which has long‐characterised the British School of scholarship vis‐à‐vis corporate identity scholarship since the early 1990s.
Identity based marketing: a new balanced marketing paradigm
Authors: Jan Alsem Karel , Kostelijk Erik
Published: September 2008

Purpose

The purpose of this paper is to propose a fundamentally new extension of the marketing paradigm. This is theoretically and practically necessary since in the authors' view there is an insufficient balance between customer and brand thinking.

Design/methodology/approach

While the marketing paradigm is focused on customers, marketing strategy focuses on both the demand and supply side of the market. The authors suggest bringing the paradigm and strategy more in line by adding the brand identity into a new, more balanced, marketing paradigm, called identity based marketing.

Findings

The brand identity can be considered the representative of the resource based view since identity will be based on competences and capabilities. Although branding is widely accepted as a marketing issue it has until now not been dealt with within the scope of the marketing paradigm.

Originality/value

Adding branding to the highest level in the marketing theory hierarchy (marketing as concept/paradigm, strategy, and tactics), has important implications for marketing practice and leads to a research agenda with more emphasis on the relation between (changes in) brand identity and customer perceptions and needs.
Organizational capacity for change and strategic ambidexterity
Authors: Judge William Q. , Blocker Christopher P.
Published: September 2008

Purpose

Successful firms must exploit existing markets while simultaneously exploring new market opportunities. However, skills required to do both simultaneously are often at odds with each other. To reconcile this dilemma, the authors aim to discuss the new concept of “strategic ambidexterity”, which is conceptualized as the ability to simultaneously pursue exploitation and exploratory strategies in ways that lead to enhanced organizational effectiveness.

Design/methodology/approach

The authors conceptually integrate literature from organizational theory, strategic management, and marketing to yield three new theoretical propositions.

Findings

It is argued that a relatively new dynamic capability, organizational capacity for change, is the primary antecedent of strategic ambidexterity and that this relationship is moderated by environmental uncertainty and organizational slack.

Originality/value

Most organizational and marketing theories rely on linear assumptions and models. However, twenty‐first century organizations must reconcile competitive realities that are often nonlinear in nature. This study provides a conceptual framework which transcends traditional thinking, and provides a comprehensive yet concise framework for researching this new competitive reality further.
Corporate social responsibility: investigating theory and research in the marketing context
Authors: Vaaland Terje I. , Heide Morten , Grønhaug Kjell
Published: September 2008

Purpose

This review article aims to develop an integrating overview of the present status of the theory of corporate social responsibility (CSR) applied in the marketing context and asks whether, to what extent and how the discipline of marketing has addressed CSR.

Design/methodology/approach

After clarifying core concepts and proposing a new definition of CSR, 54 articles in leading marketing journals between 1995 and 2005 are analyzed in terms of publication characteristics, research design, variables, sampling, level of analysis, issues raised, and key findings.

Findings

Recommendations include a broadened perspective in empirical research to address CSR in its entirety, expand the focus beyond consumers, include a broader range of samples and conduct more inductive, exploratory empirical studies. These steps will contribute to a multidimensional view of the future customer.

Research limitations/implications

The number and specific choice of journals was subject to a compromise between comprehensiveness and the availability of space for a review.

Practical implications

The way the scholarly marketing literature treats CSR impacts what our students and other constituencies learn.

Originality/value

Given the veritable explosion in CSR research in the recent years, there is a genuine need for the field to take stock of what has been learned so far and what that implies in terms of where researchers should be headed.
Building online brands through brand alliances in internet
Authors: Delgado‐Ballester Elena , Hernández‐Espallardo Miguel
Published: September 2008

Purpose

The purpose of this paper is to analyze the consequences that brand alliances have on a new and unknown online brand in terms of attitude to its web site, brand trust, brand equity and consumer's willingness to engage in online transactions.

Design/methodology/approach

A sample of 367 subjects participated in an online experiment of buying a travel package from an unknown travel agency which is allied with other known and well‐reputed brands. The information provided by the participants in different online designs of brand alliances was used to test the theoretical model proposed in the paper. This model was tested and compared with other alternative models using conventional maximum likelihood estimation techniques.

Findings

The results show that attitude toward brand alliance represents a strategic marketing opportunity to help an unknown online brand to leverage a favourable first impression from consumers in terms of brand trust and attitude toward the brand's web site. Furthermore, online brand trust does not exert a fully‐mediated role between the brand alliance's evaluation and subsequent consumers' reactions to the online brand.

Research limitations/implications

The limitations of the study are those typically applied to the experimental methodology. Specifically, a single product category was used which limits the generalizability of the results. No actual behaviour was measured but just intentions and perceptions.

Practical implications

Partnering with well‐known and reputed brands improves the equity of the new online brand which, in turn, enhance consumers' disposition to engage in online transactions with the online brand.

Originality/value

Despite the popularity of brands as a symbol that can build trust and enhance the perception of value and quality, to date, the authors have not found research about the use of well‐known and reputed brand names as a mechanism of helping new and unknown online brands to persuade consumers to engage in online transactions. The results of this paper add to the growing literature on brand alliance which has been generally focused on an off‐line context.
Identification and analysis of moderator variables
Authors: Walsh Gianfranco , Evanschitzky Heiner , Wunderlich Maren
Published: September 2008

Purpose

Research on the relationship between customer satisfaction and customer loyalty has advanced to a stage that requires a more thorough examination of moderator variables. Limited research shows how moderators influence the relationship between customer satisfaction and customer loyalty in a service context; this article aims to present empirical evidence of the conditions in which the satisfaction‐loyalty relationship becomes stronger or weaker.

Design/methodology/approach

Using a sample of more than 700 customers of DIY retailers and multi‐group structural equation modelling, the authors examine moderating effects of several firm‐related variables, variables that result from firm/employee‐customer interactions and individual‐level variables (i.e. loyalty cards, critical incidents, customer age, gender, income, expertise).

Findings

The empirical results suggest that not all of the moderators considered influence the satisfaction‐loyalty link. Specifically, critical incidents and income are important moderators of the relationship between customer satisfaction and customer loyalty.

Practical implications

Several of the moderator variables considered in this study are manageable variables.

Originality/value

This study should prove valuable to academic researchers as well as service and retailing managers. It systematically analyses the moderating effect of firm‐related and individual‐level variables on the relationship between customer satisfaction and loyalty. It shows the differential effect of different types of moderator variables on the satisfaction‐loyalty link.
An exploratory study into the drivers of channel change
Authors: Coelho Filipe , Easingwood Chris
Published: September 2008

Purpose

The purpose of this paper is to aim to understand the factors influencing the magnitude of change in distribution channels. Distribution channels are slow to change due to a number of factors. Yet, the distribution mix is a vital part of a company's competitive position and companies must, therefore, constantly examine their mix of channels to most closely approximate the changing needs of its customers. It therefore is important to look at the factors influencing change in distribution.

Design/methodology/approach

A model of channel change is developed and tested with data from financial services organizations in the UK. In addition to quantitative data, the researchers also collected qualitative feedback.

Findings

The degree of channel change is related to: volatility in customers' needs; the sophistication of the target customer; product sophistication; environmental conflict; volatility in competitors' strategies; scope economies; and company size.

Research limitations/implications

The sample size is relatively modest, although this has not prevented the emergence of significant results.

Practical implications

The results of the study are important for both academics and practitioners. It helps alert practitioners to the factors that affect channel change. For academics, it demonstrates that this complex subject can be researched. It also raises some research issues that might be taken on board in future studies.

Originality/value

This article is one of the first to test a set of hypotheses regarding the drivers and inhibitors of change in distribution systems at the micro level.
An intra‐ and inter‐organisational perspective on industrial segmentation
Authors: Clarke Ann H. , Freytag Per V.
Published: September 2008

Purpose

The purpose of this paper is to introduce and discuss a contextual framework, which is based on different purposes of segmentation. A matrix is proposed for segmentation that distinguishes between strategic and operational levels and the degree to which new value is created.

Design/methodology/approach

The conceptual discussion aims at contributing to development of the discussion of segmentation purpose.

Findings

Several models have emerged in the segmentation literature, but the purposes of many segmentation models are not explicitly addressed. However, the purpose of a model affects the segmentation process and has ramifications to the subsequent implementation. This paper links segmentation to the purpose of segmenting and discusses the degree to which previous choices have impact on a firm's possibility to select and implement new segments.

Research limitations/implications

This paper contributes to a more extensive discussion on segmentation. It adds to the discussion on segmentation purpose and implementation problems.

Originality/value

The proposed matrix sheds new light on the importance of having a clear purpose with a model. Furthermore, it is shown that different purposes may have different ramifications to the firm and be more or less simple to implement, depending on the degree to which changes in the firms' activities, actors and resources are needed. Likewise, changes in established relationships have to be implemented or new ones created.
Communicating in the new interactive marketspace
Authors: Ozuem Wilson , Howell Kerry E. , Lancaster Geoff
Published: September 2008

Purpose

The proliferation of the internet and world wide web (WWW) in recent years has resulted in the creation of new social and marketing spaces, and a new form of interaction and identity formation. This paper aims to investigate this phenomenon.

Design/methodology/approach

Whilst cost benefits and profit derivation from the internet and other hypermedia mediated communication environments have been the focus of much research, the majority of these assessments have left many assumptions unarticulated. Questions of how contemporary communication content and interactivity is different from the singular “one‐to‐many” communication models have been avoided in this research. This paper investigates these deficiencies and goes on to suggest how academics and practitioners can realign their thinking in the light of these findings.

Findings

Computer mediated marketing environments provide organisations with a medium that can be used to deliver content in a variety of ways to consumers. This capability highlights the distinction between the information in marketing communication and the vehicle used to deliver the information: that is, content differs from communication.

Originality/value

The paper highlights how versatility of the internet as an instrument for mediated communication means that organisations can integrate different modalities of marketing communications into a strategy that combines on‐line and off‐line tactics to meet strategic objectives.
Satisfaction, image and loyalty: new versus experienced customers
Authors: Brunner Thomas A. , Stöcklin Markus , Opwis Klaus
Published: September 2008

Purpose

Customer satisfaction and image are important factors for service companies because of their impact on loyalty. Although much research has looked at the relationship of both of these factors individually, little is known about them when they are considered together. Furthermore, experience with the service or product has largely been neglected in this line of research. This paper aims to undertake a first step to fill this gap.

Design/methodology/approach

This research, with data from one of Europe's most modern night‐train companies, employs structural equation modelling to test the proposed hypotheses.

Findings

Differentiating new customers from experienced ones, the results show that for new customers satisfaction is crucial whereas image plays a much smaller role in terms of loyalty. For experienced customers, however, the importance of satisfaction decreases whereas the impact of image increases.

Research limitations/implications

Satisfaction and image were both measured by a single item. Although they show high face validity, the findings should be replicated using a multiple‐item approach. Future research should also consider distinguishing between transaction‐specific satisfaction and cumulative satisfaction.

Practical implications

This paper concludes that customers' experience plays a decisive role in predicting loyalty. Managers should therefore be aware of the level of their customers' experience and may even consider developing different retention programmes tailored to the level of customers' experience.

Originality/value

This research proposes an integrative model of satisfaction, image, and loyalty, and analyses the impact of experience within this model. It is pioneering work that empirically investigates the relationships between these constructs.
Testing a theoretically constructed relationship management capability
Authors: Jarratt Denise
Published: September 2008

Purpose

The purpose of this paper is to test a theoretically derived representation of a relationship management capability. The relationship management capability architecture developed from the literature integrated theory on dynamic capabilities, the resource‐advantage theory of competition, and prior capability research in innovation and information technology management.

Design/methodology/approach

The second‐order constructs of relationship infrastructure, relationship learning and relationship behaviour argues to represent a relationship management capability (RMC) was assigned measures adapted from the literature, and pilot tested with industry consultants. The final questionnaire was sent to senior executives responsible for customer relationship management in manufacturing and business service firms in the UK. The structural model representing the RMC was shown to be robust with a comparative fit index of 0.91.

Findings

Although the low response rate and the subjectiveness of respondents encourage caution in interpreting the research findings, the results suggest that relationship management systems, implemented through collaborative and flexible behaviours, and renewed through adaptive and generative knowledge derived from experience and challenging current relationship management assumptions, are key dimensions of a RMC.

Originality/value

This framework advances and tests a new theoretical perspective of a relationship management capability that incorporates a capacity for renewal. In addition, it provides managers with a tool to evaluate their organisation's relationship management capability at key stakeholder interfaces on attributes that define relationship infrastructure, relationship learning and relationship behaviour, as this capability is renewed over time.
Ninth Southern African Online User Group Conference
Authors: van der Walt Sophie
Published: September 2008

Purpose

The purpose of this paper is to report on papers presented at the ninth annual Southern African online user group conference on 3‐5 June 2008 in Pretoria.

Design/methodology/approach

Conference report.

Findings

The focus was very much on the changes facing librarians daily, changes in users as well as in technology. This was addressed in subthemes such as the Google generation, news alerting services, institutional repositories and end‐user training.

Originality/value

Librarians must be on the forefront of innovative use of technology if they are to attract and retain the new users.
Integrated Library Software: A Survey of Lahore
Authors: Shafique Farzana , Mahmood Khalid
Published: September 2008

Purpose

The purpose of this study is to evaluate the most used library software in Lahore using a checklist and seek librarians' opinions about them. It also aims to seek librarians' opinions about the most desired and needed features of Integrated Library Software (ILS).

Design/methodology/approach

The paper is based on questionnaire survey, interview, document analysis and personal communication. The questionnaire survey was conducted within automated libraries of Lahore, while interviews were conducted with selected librarians from Lahore. Collected data were analyzed both quantitatively and qualitatively to reach conclusions.

Findings

A variety of software is being used by the libraries of Lahore. Nor is there available, any standard tool or directory for the selection and evaluation of the software. Evaluation of the software against a checklist reveals the better functionality of Library Information Management System and Library Automation and Management Program than INMAGIC and WINISIS, but librarians were found to be more satisfied with INMAGIC. All the respondents agreed that before selecting any ILS, librarys' actual and perceived needs, available resources and funds should be kept in mind. They also proposed many features of ILS.

Research limitations/implications

The questionnaire survey is limited to the automated libraries of Lahore and focuses on the comparison and evaluation of the most used software only, while selected librarians with good IT skills were chosen for seeking opinions about the most desired ILS features.

Practical implications

The survey results can be helpful to foreign and local vendors of ILS, librarians, higher authorities and other developing countries in selecting and maintaining required software.

Originality/value

It is the first comprehensive study conducted on ILS not only in Lahore, but in Pakistan.
Market orientation for small manufacturing suppliers: the importance of product‐related factors
Authors: Jones Stephen C. , Knotts Tami L. , Udell Gerald G.
Published: September 2008

Purpose

The purpose of this paper is to investigate the role of market orientation for small manufacturers vying to be suppliers in the mass retail marketplace. It examines the mediating effect of product‐related factors (market readiness and market level) on the market orientation‐performance relationship. The paper also assesses the performance of these manufacturers using measures such as buyer review and actual product acceptance.

Design/methodology/approach

This paper uses the results of a program, designed to evaluate and develop small manufacturers for the mass retail marketplace, to test the effect of a market orientation philosophy and product‐related factors on small firm performance.

Findings

It is found that while a market orientation is critical for the success of these manufacturers, product‐related factors have an even greater value in assessing their performance. Specifically, an evaluator's assessment of a product's readiness for the marketplace and his/her recommendation for the type of market it should enter were much better at predicting product performance for the small manufacturers taking part in the program.

Practical implications

The paper shows that small firms wanting to supply the mass‐merchandising marketplace should not rely solely on market orientation when trying to compete at this level. Market orientation may improve your market readiness, but it does not predict success for small manufacturers. Instead, low market orientation levels and poor product‐related factors strongly predict failure.

Originality/value

To the authors' knowledge no other articles examine market orientation's effect on small manufacturing performance using specific product‐related measures as a mediating variable.
Understanding customer level profitability implications of satisfaction programs
Authors: Niraj Rakesh , Foster George , Gupta Mahendra R. , Narasimhan Chakravarthi
Published: September 2008

Purpose

Achieving high level of customer satisfaction (CS) involves spending marketing resources in terms of money, managerial time, and focus. Consistent with the return on quality framework this paper aims to look at both the costs and benefits of a satisfaction program.

Design/methodology/approach

This paper reports the results of a longitudinal study of a beverage distributor. Two satisfaction surveys were conducted before and after the launch of the program. Profitability was calculated using activity based costing (ABC) principles. The link between changes in satisfaction and changes in profitability was analyzed.

Findings

It was found that as a result of the launch of satisfaction program CS increased significantly, but the weighted least square analysis of the relationship between CS and customer profitability (CP) shows that it does not necessarily result in higher customer profits. CS is found to be positively related to sales volume and gross profits at the customer level. However, a net profit measure of CP, derived after careful allocation of costs based on activities, shows a much more complex and non‐linear pattern of relationship.

Originality/value

The paper shows that there are several valuable lessons to be drawn from the study. First, the cost of increasing satisfaction could be substantial. A positive relationship between satisfaction and profitability, posited by most of the customer satisfaction literature, could reach its limit much sooner than generally believed. Second, allocating costs based on activities in serving the customers, and not merely on revenues is important since doing so results in a different and more complete profitability profile of customers, as is described in the sample. Finally, the complexities and non‐linearities in the CS‐CP link documented in this study imply that satisfaction improvement efforts (and dollars) should be directed towards larger customers and customers who are already relatively highly satisfied.
Achieving market segmentation from B2B sectorisation
Authors: Simkin Lyndon
Published: September 2008

Purpose

The creation of a target market strategy is integral to developing an effective business strategy. The concept of market segmentation is often cited as pivotal to establishing a target market strategy, yet all too often business‐to‐business marketers utilise little more than trade sectors or product groups as the basis for their groupings of customers, rather than customers' characteristics and buying behaviour. The purpose of this paper is to offer a solution for managers, focusing on customer purchasing behaviour, which evolves from the organisation's existing criteria used for grouping its customers.

Design/methodology/approach

One of the underlying reasons managers fail to embrace best practice market segmentation is their inability to manage the transition from how target markets in an organisation are currently described to how they might look when based on customer characteristics, needs, purchasing behaviour and decision‐making. Any attempt to develop market segments should reflect the inability of organisations to ignore their existing customer group classification schemes and associated customer‐facing operational practices, such as distribution channels and sales force allocations.

Findings

A straightforward process has been derived and applied, enabling organisations to practice market segmentation in an evolutionary manner, facilitating the transition to customer‐led target market segments. This process also ensures commitment from the managers responsible for implementing the eventual segmentation scheme. This paper outlines the six stages of this process and presents an illustrative example from the agrichemicals sector, supported by other cases.

Research implications

The process presented in this paper for embarking on market segmentation focuses on customer purchasing behaviour rather than business sectors or product group classifications ‐ which is true to the concept of market segmentation ‐ but in a manner that participating managers find non‐threatening. The resulting market segments have their basis in the organisation's existing customer classification schemes and are an iteration to which most managers readily buy‐in.

Originality/value

Despite the size of the market segmentation literature, very few papers offer step‐by‐step guidance for developing customer‐focused market segments in business‐to‐business marketing. The analytical tool for assessing customer purchasing deployed in this paper originally was created to assist in marketing planning programmes, but has since proved its worth as the foundation for creating segmentation schemes in business marketing, as described in this paper.
Salesforce automation tool selectivity: an agency theory perspective
Authors: Mallin Michael L. , DelVecchio Susan K.
Published: September 2008

Purpose

A strong and repeating theme in sales force automation (SFA) tool research is perceived usefulness. When salespeople perceived high levels of SFA tool usefulness, they report higher intent and actual use. The authors aim to apply agency theory to the concept of perceived usefulness (from the technology acceptance model) to explain why salespeople adopt some forms of SFA and reject still others. A set of hypotheses are proposed and tested revealing that salespeople will decide to use a SFA tool because they perceive it to be useful to themselves (i.e. PUsp) and to their management (PUsm).

Design/methodology/approach

Based on responses from 105 salespeople, the SFA tools they used were categorized as either outcome‐based (i.e. helping salespeople achieve their selling outcome goals) or activity‐based tools (i.e. helping management monitor selling activities/behaviors). Regression analyses were used to test six hypotheses relating salespeople's usage of each category of tools (the dependent variable) to the salesperson perceived usefulness constructs (both PUsp and PUsm – the independent variables).

Findings

The findings confirm that SFA tool use (either outcome‐based or activity‐based) is a function of both forms of perceived usefulness (i.e. PUsp and PUsm). Furthermore, when PUsp is high, the salesperson is more likely to use outcome‐based (versus activity‐based) SFA tools over a longer period of time.

Practical implications

The paper validates agency theory as a useful paradigm for understanding salesperson SFA tool adoption. Salespeople will use SFA tools that they view as useful to their productivity and that the sales manager's influence over the salesperson's use of SFA tools may not be as important. To encourage use, firms need to emphasize how a SFA tool can meet salesperson needs.

Originality/value

The paper is the first to hypothesize and test the relationship between perceptions of SFA tool usefulness and actual usage by considering salesperson perception of usefulness to themselves (PUsp) and perception of usefulness to their sales manager (PUsm).
Intentionally developed business network for mobile marketing: a case study from Finland
Authors: Salo Jari , Sinisalo Jaakko , Karjaluoto Heikki
Published: September 2008

Purpose

The purpose of the paper is to investigate an intentionally developed business network (IDBN) for mobile marketing (m‐marketing).

Design/methodology/approach

The IDBN for m‐marketing is studied in the light of a literature review of m‐marketing and IDBNs. In addition to this, a case study has been conducted.

Findings

It was found that in m‐marketing there are several phases that need to be completed successfully. Resources and capabilities are different in each phase, and thereby the coordination of these is central to the success of the network. Additionally, the creator of the IDBN has a critical role in creating a common goal for the network. In a new technology context, the external technology advisor, such as the consulting agency, has a paramount position as facilitator of knowledge on the new technology in the initiation phase of the network.

Research limitations/implications

More empirical research efforts need to be focused on studying IDBNs as a way to organize exchanges between various organizations. This paper is qualitative and provides ideas for future research.

Practical implications

Advertisers and advertising agencies are faced with the challenge to develop resources and capabilities for grasping and conducting novel m‐marketing campaigns. One way to cope with this change is to orchestrate a business network around m‐marketing. The paper finds that number and quality of companies is dependent on technological experience and familiarity with digital advertising forms.

Originality/value

The paper is significant for two reasons. First, it presents the m‐marketing process and the resources and capabilities needed in detail. Second, this study provides insights into an unexplored area of IDBNs.
Warranty planning and development framework: a case study of a high‐tech multinational firm
Authors: Ben Oumlil A.
Published: September 2008

Purpose

The purpose of this paper is to address what a sound warranty policy entails by identifying the key variables involved in the development of a warranty program.

Design/methodology/approach

The sample population was composed of employees in the US division involved with high‐tech product warranties. A survey questionnaire was used to collect data from the participants.

Findings

The paper finds that the formality of the warranty policy should depend on its complexity. Differences exist between types of warranty based on the product knowledge of the buyer. Although a standardized warranty is easy to administer, as the product line diversifies, it becomes more challenging to standardize.

Research limitations/implications

This study can be expanded by examining how companies balance the cost/quality/warranty ability of the product, the techniques used to allocate warranty costs, and to evaluate multiple companies/industries, perhaps with a longitudinal focus.

Practical implications

The formality can be used to communicate the product warranty throughout the organization. Each department has a responsibility to the customer, so team members from service, product development, and marketing should plan and develop the warranty. A standardized warranty can send a clearer message to a customer about a firm's products. Simplifying front and back‐end processing and streamlining support structures can reduce costs.

Originality/value

In this paper, the identified key variable is brought out in warranty management framework. The development of this framework will satisfy a current, critical need to provide guidelines with all the steps needed to develop a warranty policy.
Effect of Ag content on the microstructure of Sn‐Ag‐Cu based solder alloys
Authors: Reid M. , Punch J. , Collins M. , Ryan C.
Published: September 2008

Purpose

The purpose of this paper is to examine the microstructure and evaluate the intermetallic compounds in the following lead‐free solder alloys: Sn98.5Ag1.0Cu0.5 (SAC105) Sn97.5Ag2.0Cu0.5 (SAC205) Sn96.5Ag3.0Cu0.5 (SAC305) and Sn95.5Ag4.0Cu0.5 (SAC405).

Design/methodology/approach

X‐ray diffraction (XRD) and scanning electron microscopy (SEM) were employed to identify the main intermetallics formed during solidification. Differential scanning calorimetry (DSC) was used to investigate the undercooling properties of each of the alloys.

Findings

By using XRD analysis in addition to energy dispersive spectroscopy (EDS) it was found that the main intermetallics were Cu6Sn5 and Ag3Sn in a Sn matrix. Plate‐like ε‐Ag3Sn intermetallics were observed for all four alloys. Solder alloys SAC105, SAC205 and SAC305 showed a similar microstructure, while SAC405 displayed a fine microstructure with intermetallic phases dense within the Sn matrix.

Originality/value

Currently, low‐silver content SAC alloys are being investigated due to their lower cost, however, the overall reliability of an alloy can be greatly affected by the microstructure and this should be taken into consideration when choosing an alloy. The size and number of Ag3Sn plate‐like intermetallics can affect the reliability as they act as a site for crack propagation.
Hydrocarbon fluxes for ionic compound free soldering: improvement by peroxide additives
Authors: Miyake Toshihiro , Ishida Masaru , Inagaki Satoshi
Published: September 2008

Purpose

The paper aims to focus on lowering the soldering temperature of ionic compound free soldering using 9,10‐dihydroanthracene as a hydrocarbon flux.

Design/methodology/approach

The ability of 9,10‐dihydroanthracene to reduce cupric oxide in the presence of peroxides including tert‐butyl peroxybenzoate, tert‐butyl cumyl peroxide, tert‐butyl peroxide was investigated. The applicability of 9,10‐dihydroanthracene in the presence of peroxides as ionic compound free flux reagents was experimentally examined in the soldering of pre‐oxidized copper electrodes under practical conditions.

Findings

The ability of 9,10‐dihydroanthracene for the reduction of cupric oxide powder under argon atmosphere at 300°C for 120 s was found to be improved in the presence of tert‐butyl peroxybenzoate. The highest reducing ability of 9,10‐dihydroanthracene in the presence of tert‐butyl peroxybenzoate among the peroxides was in agreement with the lowest homolytical O–O bond dissociation energies of the peroxides calculated by the theoretical calculation. 9,10‐Dihydroanthracene in the presence of tert‐butyl peroxybenzoate showed the highest soldering efficiency under practical conditions (soldering temperature: 300°C) and sufficient reliability in the environmental testing.

Originality/value

The findings demonstrate that peroxide additives improve the applicability of 9,10‐dihydroanthracene as ion free soldering even under practical conditions.
Generational differences in work values: a study of hospitality management
Authors: Chen Po‐Ju , Choi Youngsoo
Published: September 2008

Purpose

While many studies focusing on work values have been conducted, few of them were specifically focused on generational differences within the hospitality context. This study aims to explore the structure of hospitality management work values and the perceived differences among three generations of managers and supervisors in the hospitality industry.

Design/methodology/approach

A survey of 398 managers and supervisors from hospitality organizations in the USA was conducted.

Findings

A total of 15 work values were identified along with their hierarchical order. A four‐dimensional (comfort and security, professional growth, personal growth, and work environment) work value structure shared by hospitality workforce and generational differences in work values of the hospitality industry were found.

Research limitations/implications

The findings of this study are limited to a managerial workforce of the hospitality industry in a US tourism destination.

Practical implications

Implications are drawn for industry to recruit and retain the managerial workforce using strategies designed to meet the preferences and needs perceived by three generations of managerial workforce.

Originality/value

There are three unique contributions: the uncovering of different priorities in work values across the three‐generation hospitality managers; the revelation of the four underlying dimensions of the structure of work values that represent the uniqueness of work values perceived by the hospitality managerial workforce; and the discovery of generational differences in work values in two of the four dimensions (i.e. personal growth and work environment) and the generational preference shift. These findings might contribute to the justification for different recruitment and retention strategies among various sectors of the hospitality industry according to generational value shifts.
Multi‐unit managers: training needs and competencies for casual dining restaurants
Authors: Rivera Manuel , DiPietro Robin B. , Murphy Kevin S. , Muller Christopher C.
Published: September 2008

Purpose

The purpose of this paper is to determine differences in perceived needs of training among multi‐unit managers (MUMs) in a large casual dining restaurant organization.

Design/methodology/approach

Case study methodology was used to survey a group of 71 MUMs in one organization regarding characteristics of their job. There were a total of 52 respondents for a 74.65 percent response rate. A pair‐wise comparison was used to measure the difference in perceived training needs, followed by a stepwise regression to indicate the relationship between the perceived need for training and the MUM competency levels on their current jobs.

Findings

This study found significant differences between the perceived need for training in the current job or to get promoted in areas such as finance and control, marketing and promotions, and human resources. In addition, the perceived need of training in human resources influences how competent and confident multiunit managers feel with regards to doing their job or in being promoted to the next level of supervision.

Research limitations/implications

This research is developed as a case study focused on all the MUMs from one of the top 400 restaurant chains in the USA.

Practical implications

The knowledge obtained from this study will help multi‐unit restaurant organizations in the development of training and development programs and on human resource practices across organizations.

Originality/value

This paper offers insights into how casual dining restaurant MUMs have evolved from “task master” to “people developer” in their organizational roles.
Applying customer equity to the convention industry
Authors: Severt Kimberly S. , Palakurthi Radesh
Published: September 2008

Purpose

The purpose of this study is to determine the value a convention center provides its customers, the brand the center offers, and the importance of the customer/business relationship. Value, brand, and relationship equity (RE) are components of customer equity (CE).

Design/methodology/approach

Interviews were conducted with meeting planners related to their experiences with top‐tier convention centers in the USA.

Findings

Meeting planners confirmed value equity (VE) as the most important in the customer to business exchange. RE followed with brand equity (BE) as the least important of the three. Meeting planners identified the sub‐drivers of VE as location, quality and price received from the convention center. BE sub‐drivers included: reputation and the awareness of the convention center. RE sub‐drivers included: the interactions, responsiveness, and special treatment received from the convention center personnel. A CE model is presented.

Practical implications

The application of the CE model to the convention center's strategic planning process can provide a roadmap for increasing CE across value, brand and relationship activities.

Originality/value

This is the first study to identify the drivers and sub‐drivers of CE in the convention industry.