bluuebunny/crossref_metadata_2025 huggingface dataset:
Is a critical incident critical for a customer relationship?
Authors: Edvardsson Bo , Strandvik Tore
Published: July 2002

Focuses on the criticality of critical incidents in customer relationships. Aims to discuss the theoretical and practical implications of the notion of “critical” in a critical incident. Why is something perceived as critical? What does it lead to? Is criticality a feature built into the service or is it a contextually‐defined phenomenon, depending both on the customer, the service provider, the interaction and the surrounding relationship environment? Suggests a contextual framework for describing, analysing and understanding critical incidents, based on the idea that critical incidents are always embedded in customer relationships. Two interdependent context dimensions are used: the time dimension, and the situational dimension. These elements, combined, lead to a focus on customer‐perceived and relationship‐oriented contexts, which reveal new insights into the role of critical incidents. This framework is used in an empirical study concerning business customers’ perceptions of “critical incidents” in their relationship with a hotel. The findings indicate that the majority of positive and negative critical incidents reported had only a minor impact on customer behavior.
Pushing worldwide aftermarket support of manufactured goods
Authors: Phelan Alan , Griffiths John , Fisher Steven
Published: July 2002

In the modern global marketplace, failure to respond to customer requirements can have dramatic effects on the success of manufacturing companies. Supporting customers after the “market” is a key element of such a response. Communication systems can be slow, unresponsive and expensive for large, distributed customer networks. Here a more proactive Internet‐based model is proposed. It uses push technology to provide greater visibility, improve inter‐company relationships, and lower costs. The model was developed at a leading UK manufacturer and a case study illustrates the developmental stages in terms of different types of communication media. This paper contends that information transfer, delivery and control is crucial for the effective management of extended aftermarket supply networks. A CD‐ROM‐based solution (developed by a UK diesel systems manufacturer) is documented, but it is further argued that such solutions may well already be insufficiently inflexible. The paper argues that manufacturing companies should adopt more information‐intensive solutions (such as webcasting, or push technologies) in order to manage the challenges emerging from Internet‐based business and communications.
TQM implementation: comparing Singapore’s service and manufacturing leaders
Authors: Chung Woon Kin
Published: July 2002

In recent years, total quality management (TQM) has been applied extensively in service organisations. Several studies have been undertaken to compare the TQM implementation levels in services and manufacturing. However, none has differentiated the service categories adequately. This paper compares the TQM implementation levels in Singapore’s service and manufacturing productivity leaders after differentiating the services and controlling for extraneous factors. The analysis makes use of secondary data obtained from the pioneer batch of 240 organisations in the Singapore Quality Award programme. The service organisations are found to have a significantly lower level of TQM implementation than the manufacturing‐oriented service and the manufacturing organisations. The findings provide decision‐makers an indication of the areas that should be addressed to boost TQM in the service organisations. They also support the argument in the theoretical literature that the various service categories should be differentiated to yield meaningful results and suggest appropriate policies.
Managing service quality by combining voice of the service provider and voice of their customers
Authors: Chow‐Chua Clare , Komaran Raj
Published: July 2002

Presents a simple methodology for managing service quality that takes into joint consideration of what customers expect to receive and what the service provider can offer. A four‐step procedure explains the derivation of the customer‐service provider matrix (CSM). Customer feedback and data on an international coffee outlet are employed to demonstrate the application of the CSM as a visual tool. Two versions of the CSM matrix are developed; one with raw data and another with an illustrative weighting procedure. Service providers can prioritize and re‐allocate resources to increase the levels of the attributes of services quality that would be valued by customers.
Customer satisfaction – lip service or management tool?
Authors: Broetzmann Scott M. , Kemp John , Rossano Mathieu , Marwaha Jay
Published: July 2002

Customer satisfaction managers tend to be more concerned with
simply measuring customer satisfaction than actually using the resulting
information to build a business case for the improvement of service
quality. Presents a simple methodology that any organization can use to
move from measuring customer satisfaction to managing service quality
using a four‐step procedure based on research; market damage assessment;
action plan formulation; and policy implementation.
Profiles of the 1996 Baldrige Quality Award winners
Authors: Taylor Chris
Published: July 2002

Four Baldrige Awards were awarded in 1996. Offers brief profiles of each of the four winning companies, together with some insights into their journey towards excellence.
Establishing rapport: the secret business tool to success
Authors: Hollman Wayne A. , Kleiner Brian H.
Published: July 2002

Rapport is important in business. It can be described as a feeling you experience when you are with someone you intuitively like. And since so much of communication is non‐verbal, rapport is often developed on more of a subconscious or subliminal level. There are many methods and ways to help establish and build rapport. Some of these are verbal, such as matching another’s rate of speech. But many are through non‐verbal communication, such as pacing, mirroring, leading, or study of another’s sensory perceptions. Contends that using these techniques in building rapport can help us in our personal relationships, and certainly has application in business as well.
The learning organization
Authors: Choppin Jon
Published: July 2002

Reviews the state of “learning” within education and work situations and concludes that the UK Ltd is missing many fundamental opportunities. Believes future success within any organization will depend on the senior management’s attitude to learning. Reviews three stages of lifelong learning, and concludes with a description of the learning organization.
Strategic assessment of outsourcing and downsizing in the service market
Authors: Blumberg Donald F.
Published: July 2002

Aims to provide insight into the decision‐making process which should be utilized in considering outsourcing options. Notes the complex nature of the decision whether or not to outsource, and considers factors such as the theoretical decision structure, a description of the actual process, benefits and disadvantages and the decision criteria. Concludes that the outsourcing and downsizing trend in service organizations will continue and that it is imperative that firms fully consider all relevant factors in coming to a decision.
Managing total service quality: a systemic view
Authors: Sui Pheng Low
Published: July 2002

The technical framework within which quality assurance systems develop is well recognised. Likewise, although not as well recognised, the non‐technical framework which affects quality assurance systems is nevertheless an important element to be discerned. While there may be some awareness of the technical and non‐technical interface in quality assurance systems, this is generally not acknowledged and, at worst, treated as separate entities. It is the contention of this paper that the interface between the technical and non‐technical framework must be acknowledged explicitly to achieve effective quality management. In essence, the systemic view which links these two frameworks must be recognised for managing total service quality.
Managing relationships ‐ is this a quality issue?
Authors: Whymark Kathryn
Published: July 2002

This paper investigates how companies are managing their relationships with customers and employees. It shows that loyalty to both groups is shifting. While most companies are claiming that their staff are their most valuable resource the enclosed research findings reveal that the reality is vastly different. On the other hand, many companies are rewarding customer loyalty but the service being delivered, largely through demoralised staff, is falling short of expectations. According to the Commission on Public Policy and British Business (1997), UK firms are generally under‐performing and the staff they employ underachieving. It is suggested that the way forward is for companies to manage their relationships more effectively with both groups and to break the vicious cycle of decline.
Performance measurement and strategic change
Authors: O’Mara Charles E. , Hyland Paul W. , Chapman Ross L.
Published: July 2002

Performance measurement systems not only provide the data necessary for managers to control business activity, they also influence the behavior and decisions of managers. This being the case, a restrictive set of financial performance measures may adversely impact on an organization’s long‐term viability, so organizations should develop a broad range of performance measures. Berliner and Brimson state that “performance measurement is a key factor in ensuring the successful implementation of a company’s strategy”. Thus when organizations implement new strategies they should ensure that the appropriate set of performance measures are in place. In this paper we look at two case studies conducted in a medium‐sized manufacturing firm and a large manufacturing firm, and evaluate the managers’ perceptions of the strategy/performance measurement relationship, and the responsiveness of performance measures to changes in strategy.
IT to support service quality excellence in the Australian banking industry
Authors: Lloyd‐Walker Beverley , Ping Cheung Yen
Published: July 2002

Competitive advantage in the service industry is achieved through superior customer service. This paper looks at the ways in which IT is being used to support superior quality customer service initiatives in the highly competitive Australian banking industry. The extent to which the need to improve service quality influences IT planning and purchases, and shifts in the level of influence over recent years, are detailed. The link between IT‐supported quality customer service improvements and organisational performance is then discussed.
Analysing service quality in the hospitality industry
Authors: Wong Ooi Mei Amy , Dean Alison M. , White Christopher J.
Published: July 2002

Examines the dimensions of service quality in the hospitality industry by extending the SERVQUAL scale to include eight new items that specifically pertain to the hospitality industry, subsequently referred to as HOLSERV. A total of 1,000 questionnaires were distributed at five mid‐luxury hotels in Australia during July to October 1998 and a response rate of 15.5 per cent achieved. Key findings of the study are that service quality is represented by three dimensions in the hospitality industry, relating to employees (behaviour and appearance), tangibles and reliability, and the best predictor of overall service quality is the dimensions referred to as “employees”. The findings also show that the one‐column format questionnaire provides a valid and reliable, but much shorter, survey. The major implication for managers is that improvements in the behaviour and appearance of their employees is most likely to enhance consumer perceptions of service quality.
ISO 9000, service quality and ergonomics
Authors: Karapetrovic Stanislav
Published: July 2002

This paper addresses some ergonomic issues in the ISO 9000‐based quality assurance. Ergonomics ‐ the study of human factors in engineering and design of systems is briefly touched on. Then, outlines of ISO 9001 and ISO 9004 quality system models are provided, and all 20 requirements requirements of the current ISO 9001:9004 standard are presented in an ergonomic light. Subsequently, human factors in the documentation and implementation of a quality system are illustrated. The relevance of ergonomic studies in the development of service systems is addressed. Finally, a blueprint for an ergonomic assurance system, defined as a set of interrelated resources and processes that function in order to achieve objectives related to ergonomic design and use of products and processes, is provided.
Taking a critical perspective to the European Business Excellence Model using a balanced scorecard approach: a case study in the service sector
Authors: McAdam Rodney , O’Neill Edel
Published: July 2002

In this paper the business excellence model is examined from a critical perspective by analysing the results from a three year university/organisation partnership. The organisation, a major service based electrical utility, wanted to adopt a total quality culture that was based on broad based learning principles, rather than a narrow mechanised approach. Instead of using short term initiatives the organisation entered into a learning partnership with the university. One of the approaches used was that of the Business Excellence Model. However, rather than apply the model as the ultimate panacea, it was carefully deployed and any advantages and disadvantages were noted and analysed by the TQM team and the researchers. A balanced scorecard approach was used to cover deficiencies in the Business Excellence Model.
Organizational transformation for service excellence in a public hospital in Hong Kong
Authors: Ho William
Published: July 2002

Kwong Wah Hospital was founded by the charity organization, Tung Wah Group of Hospitals, some 88 years ago, with management transfer to the Hong Kong Hospital Authority in 1991. Capitalizing both from the traditional caring culture of its founder, as well as opportunities in the new management environment, the hospital has scored remarkable successes in service quality, community partnership, organizational effectiveness, and staff development. Underpinning these transformations were structure, process, people, and culture strategies. The learning imperative is heavily mandated for the success of each of these strands of development. Indeed, the embodiment of a learning organization culture provides the impetus in sustaining the change momentum, towards achieving the vision of becoming a “most preferred hospital” in Hong Kong.
Student focused design and improvement of university courses
Authors: Sandvik Wiklund Pia , Wiklund Håkan
Published: July 2002

Customer satisfaction has become a key factor in the strategic work of many universities towards the increasing competition regarding student recruitment. This paper presents a systematic approach to the course development process where focus is put on student satisfaction and learning. The approach consists of a combined usage of several methods, such as quality function deployment and conjoint analysis, that together transform student needs into quantified course attributes. In the paper, a two‐semester graduate course has been developed where the combined usage of the applied methods has shown itself to be very powerful when designing services from student satisfaction and learning perspectives. The outcome of the study is a university course where pedagogical and learning aspects have been combined with contents and work approaches with substantial interest for the industry.
Influence of buoyancy forces on Marangoni flow instabilities in liquid bridges
Authors: Lappa M. , Savino R. , Monti R.
Published: July 2002

The influence of buoyancy forces on oscillatory Marangoni flow in liquid bridges of different aspect ratio is investigated by three‐dimensional, time‐dependent numerical solutions and by laboratory experiments using a microscale apparatus and a thermographic visualisation system. Liquid bridges heated from above and from below are investigated. The numerical and experimental results show that for each aspect ratio and for both the heating conditions the onset of the Marangoni oscillatory flow is characterized by the appearance of a standing wave regime; after a certain time, a second transition to a travelling wave regime occurs. The three‐dimensional flow organization at the onset of instability is different according to whether the bridge is heated from above or from below. When the liquid bridge is heated from below, the critical Marangoni number is larger, the critical wave number (m) is smaller and the standing wave regime is more stable, compared with the case of the bridge heated from above. For the critical azimuthal wave number, two correlation laws are found as a function of the geometrical aspect ratio A.
Squish effect of piston crown on the turbulent heat transfer in reciprocating engine
Authors: Wu Horng‐Wen , Perng Shiang‐Wuu
Published: July 2002

An axisymmetric two‐dimensional computer program employing the Large Eddy Simulation (LES) and SIMPLE‐C method coupled with preconditioned conjugate gradient methods is applied to the turbulent flows in the compression‐expansion strokes for various combustion chamber geometries under realistic engine conditions. The squish area percent of piston crown is changed (SQ = 0 percent for flat piston model, SQ = 46 percent for shallow bowl piston model and SQ = 76 percent for deep bowl piston model) under engine speeds (500∼1,500rpm) for the purpose of investigating the heat transfer performance. Comparison was made of present heat flux results and earlier experimental and numerical results. It is shown that the numerical method can predict the turbulence with reasonable accuracy. The results show that the configuration of piston crown for squish area percent can obviously enlarge the surface heat flux of wall boundaries in reciprocating engines.
An investigation of the influence of two‐stage drying conditions on convective drying of porous materials
Authors: Murugesan K. , Thomas H.R. , Cleall P.J.
Published: July 2002

A numerical study is carried out to investigate the influence of multistage drying regimes on the drying kinematics of a porous material. In particular the effects of varying the conditions of the drying medium are studied. The drying model for the solid is developed based on the continuum approach. A series of simulations of the drying behaviour of a rectangular brick with varying temperature, heat transfer coefficient and relative humidity of the drying medium are undertaken. It is found that the total drying time is mainly dependent on the relative humidity of the drying medium. Also condensation is predicted on the surface of the brick, with the quantity of condensation being directly linked to the relative humidity and temperature of the drying medium. Overall it is concluded that multistage drying regimes are useful in reducing the overall drying time whilst avoiding detrimental shrinkage during the constant drying period.
Thermal stability of superconductors under the effect of a two‐dimensional hyperbolic heat conduction model
Authors: Al‐Odat M. , Al‐Nimr M.A. , Hamdan M.
Published: July 2002

The thermal stability of superconductor is numerically investigated under the effect of a two‐dimensional hyperbolic heat conduction model. Two types of superconductor wires are considered, Types II and I. The thermal stability of superconductor wires under the effect of different design, geometrical and operating conditions is studied. The Effect of the time rate of change of the disturbance and the disturbance duration time is investigated. Generally, it is found that wave model predicts a wider stability region as compared to the predictions of the classical diffusion model.
The application of roughness model to a soft EHL contact
Authors: Bohan M.F.J. , Claypole T.C. , Gethin D.T.
Published: July 2002

The study focuses on the development of a numerical model to explore the impact of surface roughness in soft rolling nip contacts, including representation of a real surface. The solution of the governing equations required the application of a multigridding technique to capture the details of the fluid flow within the roughness wavelengths and a minimum number of fluid nodes per wavelength were established. In the case studies, two extreme roughness profiles were considered, longitudinal and circumferential. The longitudinal roughness had a significant impact on nip pressures and pumping capacity, the latter being determined by the minimum film thickness in the nip. The circumferential roughness was found to have a localised effect on film pressure, but only a very small impact on the film thickness profile. The consequent effect on pumping capacity was small.
From Vision to Reality through Values
Authors: Kenny Tom
Published: July 2002

The need for managers to develop a vision for their unit/ organization
is increasingly viewed as a vital part of their role. Argues that vision
provides direction and offers a sense of purpose for employees. Visions
can be realized through the development and operation of a value base.
Values will be realized if identifiable behavioural responses are
identified and exhibited by staff. The attraction of such an approach is
that behaviour which does not comply with the desirable value is clearly
recognizable and can be realigned by comparing it with the desired
behaviour. The pursuit of a vision is an ongoing one and one which will
be influenced by the environment within which organizations operate.
Successful organizations are those which are underpinned by an explicit
value base. The development of a value base which underpins health and
social care delivery is strongly recommended if providers and purchasers
alike are to meet the needs of those people they serve effectively,
namely patients and clients.
Are Prototypes Good for the Budget?
Authors: Plunkett Tim
Published: July 2002

As concurrent engineering helps to reduce project lead times, tools
are also required to control risk. Centres on a case study of a
telephone, ultimately for British Telecom that was developed during
1993. Stereolithography and rapid prototyping were accessed via
Formation Engineering on a bureau basis to provide a dramatic reduction
in the product development cycle while simultaneously reducing risk. The
justification for prototyping being sustainable on time, risk or
financial grounds. It is, however, usually the economics debate that
rages for longest as the justification of prototypes is frequently
sought within the design phase and not the project as a whole.
Incorporating loss of profits due to delayed sales will introduce at
least an order of magnitude difference, making the real decision a
“no brainer”.
PDM: the essential technology for concurrent engineering
Authors: Gascoigne Bill
Published: July 2002

Concurrent engineering was heralded as the new panacea for
manufacturing in the 1990s. The complexity of implementing the process
through an organization has proved to be a major obstacle in achieving
anticipated results: implementing it is a painful process in which a
complete top to bottom understanding of an organization′s processes is
needed. There are few organizations who understand their own dynamics.
For concurrent engineering to be successful, cross‐functional design
teams, along with their associated data, must be brought together. PDM
assists in implementing a concurrent engineering strategy successfully
because a PDM system provides the mechanism to capture and enforce a
specific product development process consistently according to the way a
company does business. Global companies which have already invested in
PDM technology include: Xerox, Texas Instruments, Groupe Schneider,
Honeywell, and General Electric.
Women CEOs in New Zealand: where are you?
Authors: Fawcett Rebecca , Pringle Judith K.
Published: July 2002

As in many other countries, women are poorly represented at the highest levels of New Zealand organisations. This article discusses salient factors that emerged from a study of the decision‐making processes practised in the selection of chief executive officers (CEOs) in eight companies. The overall findings demonstrated informality, a lack of objective selection practices, and a reliance on networks for executive search. Specific additional factors impacting on women’s lack of advancement included: stereotyped views of CEOs based on masculine senior management cultures, homosocial reproduction and assessment based on traditional career models. Implied strategies for change include spotlighting any institutional sexism in selection by reviewing assessment practices. The article concludes by suggesting that working for “small wins” is likely to afford greater gains for women than attempting large‐scale change.
Managing work and family in small “copreneurial” business: an Australian study
Authors: Smith Catherine R.
Published: July 2002

This paper reports on a recent Australian study of 20 “copreneurial” marital partners who own and manage a small business together. For “copreneurs”, the disadvantages of living and working together are outweighed by opportunities for maximum autonomy and personal control, and working together in a common cause which capitalises on individual strengths and values. Work and family management is enhanced by this form of family business, allowing partners to combine career and home duties flexibly and effectively. Traditional gender roles are apparent in “copreneurship”, with women predominantly responsible for the home domain and family care. “Copreneurship” helps promote a “family‐friendly” work environment for the business partners and for their employees. This “family‐friendly” culture also fosters an entrepreneurial spirit in children, which bodes well for the next generation of small business owners and salaried employees.
Acknowledging the female archetype: women managers’ narratives of gender
Authors: Olsson Su
Published: July 2002

Women in management are marginalised by the continuing pervasiveness of heroic masculinism, the traditional and hierarchical form of management, which depicts executives as solitary (male) heroes engaged in unending trials of endurance. This theme of leadership as archetype is strengthened through official organisational myths and stories which function as vehicles of communication management to support organisational goals and to provide role models for aspiring executives. Calls have been made for new forms of writing and more women’s voices in women and management scholarship. Paradoxically, storytelling, which currently supports executive male norms, also provides a potential approach for women in management to break through the dominant masculinist appropriation of leadership. This paper examines women managers’ stories of gender within the context of organisational storytelling and heroic masculinism. These transformational narratives provide parallel but distinctive archetypes to heroic masculinity. At the same time, they present parodic inversions of the “slaying of monster” myths of traditional executive culture. These stories which women tell other women, create resilient images of women’s identities in management.
Sex Role Stereotypes and Requisite Management Characteristics:
Authors: Orser Barbara
Published: July 2002

Examines the incidence of sex role stereotyping and the relevance of
selection and socialization in attitude formation among business and
non‐business students. Compares findings to similar research undertaken
in the United States, Great Britain and (the former) West Germany.
Interpersonal networks of managerial and professional women and
men: descriptive characteristics
Authors: Burke Ronald J. , Rothstein Mitchell G. , Bristor Julia M.
Published: July 2002

Presents descriptive information on interpersonal networks, both
inside and outside of one′s organization, among managerial and
professional women and men. Sex differences were also examined. Data
were collected from 57 women and 55 men in early and mid‐career stages
using questionnaires. Respondents indicated an average of 4.9
individuals in their inside networks and 2.8 individuals in their
outside networks. There was a higher percentage of men in both networks,
but the difference was smaller in outside than in inside networks.
Respondents interacted with inside and outside network members about
once a week. Inside network members held staff rather than line jobs,
were at slightly higher organizational levels and were only modestly
connected to powerful organizational leaders. Outside networks consisted
mostly of friends and spouses. The networks of women and men had some
differences. Women′s networks contained more women than did men′s
networks. Women also received a greater number of developmental
functions from their outside network, with a similar tendency from their
inside network as well.
Is management education on the right track for women?
Authors: Simpson Ruth
Published: July 2002

The MBA as the top management qualification has enjoyed a
considerable increase in popularity. However, doubts exist about the
accessibility and success of the course for women managers. Describes a
research project which aimed to make a comparison of the potential
returns of an MBA for men and women. Also aims to explore the barriers
which exist for women in the labour market and how far the MBA overcomes
these. Based on a sample of 128 male and 55 female students from
part‐time courses, looks at management roles, management functions and
salary levels. In addition identifies men′s formal and informal networks
as a significant barrier. Concludes that the MBA is less successful for
women than for men in terms of career advancement and salary levels.
Reflections on a black woman’s management learning
Authors: Bravette Gloria
Published: July 2002

During the Autumn of 1991 the author became involved in a process of “conscientization” (awakened critical consciousness) as she sought to gain understanding of herself, of other black women managers and the realities of their status and positions in organizations, and UK society at large. The author, a Black British woman manager and educator of Afro‐Caribbean origin, shares her particular reflections on her personal management learning process ‐ a journey towards self‐knowledge and “liberation” unleashing blocked potential. The reflections are primarily intended to provide black managers and professionals ‐ past, present and potential seekers ‐ with a vicarious experience of important challenges encountered; an attempt at “theorizing our experience”. The reflections are also intended for white managers who seek better intercultural understanding and relationships in the workplace. Important challenges included the identification of an appropriate research methodology for researching and understanding the black experience. Outlines the author’s process of identifying strategies for overcoming the fear of addressing and confronting the issues of race and “silence” in the workplace.
Characteristics of successful women managers and professionals in local government: a national survey
Authors: Keeton Kato B.
Published: July 2002

Describes a survey of international City/County Management Association female members in professional, mid‐level management, and upperlevel management positions to determine the factors they see as important to their career success. The questionnaire contained measures of three models (human capital, socio‐psychological, systemic) which are cited as explanatory of the success achieved by women. The majority of women, regardless of position in the organization, attribute their success to variables that are within their purview. These include self‐confidence, education, intelligence, competence on the job, hard work, and motivation. Assistance from others such as mentors was seen as important but not a significant factor in career advancement. Measures representing distribution of power and distribution of opportunity (systemic model indicators) were not viewed as being as important to career success as measures representing the human capital and socio‐psychological models. The absence of a perceived importance of measures of the systemic model suggests that the socialization and education of women needs to stress the importance of these indicators in an overall strategy to achieve career goals.
Gender role, decision style and leadership style
Authors: Park Daewoo
Published: July 2002

Notes that previous researchers have investigated the relationship between gender role (i.e. sex‐role identity) and leadership style, and they also have investigated the relationship between decision style and leadership style. However, points out that they have not investigated the relationship between gender role and decision style. Using three validated questionnaires with 90 participants, attempts to test the relationship between gender role, decision style and leadership style. Reveals, from the results, strong support for the proposed relationships: masculinity/directive/analytical/task‐oriented styles and femininity/conceptual/behavioural/relations‐oriented styles. Provides implications/application questions for practitioners, for example that “linking the people with the strategic needs of the business” (i.e. strategic human resource management emphasizing competence acquisition, development and utilization) requires an in‐depth analysis for many organizations. Suggests that instead of relying on a single measure, a combination of different measures may result in higher reliability and predictability. Concludes that the development of effective human resources training and management programmes requires further exploration of the relationship between gender role, decision style and leadership style.
Factors influencing personal computer usage: the gender gap
Authors: Teo Thompson S.H. , Lim Vivien K.G.
Published: July 2002

Examines gender differences in factors influencing PC usage by collecting data via a questionnaire survey of undergraduate business administration students. Presents the results, which were analysed using analysis of covariance procedures, pointing out that age and prior experience with computers were controlled in the analysis. Reveals significant gender differences for factors related to “image”, “ease of use”, “job fit” and “voluntariness”, but finds no significant gender differences for factors related to “usefulness”, “trialability” and “complexity”. Discusses the implications of these findings.
Women’s reactions to women‐only training
Authors: Willis Liz , Daisley Jenny
Published: July 2002

In answer to the recurring question “Why women‐only training?”, reports on an extensive survey of women’s views, both pre‐ and post‐ the authors’ participation in women‐only development. The results give quantifiable evidence of the value of women‐only development training courses, with benefits in addition to enhanced learning and with a noticeable shift in opinions following the experience of participation. Supports the presence of women‐only development training as part of a menu of choice and will help to encourage organizations which are considering this type of training.
A study of the tournament model with female managers
Authors: Hurley Amy E. , Sonnenfeld Jeffrey A.
Published: July 2002

Reports the findings of the first study to test the tournament model of careers with female managers. Follows the careers of 3,800 women in a large internal labour market firm. Investigates the signals of early promotions, career velocity, education, tenure and entering position. Examines the relationships between these signals and career attainment. The results do not show the strong support of the tournament model that research with men has found. Using the variables previously found in the literature to be related to career attainment for men does not explain a major proportion of the variance for women. Suggests that the tournament model may not apply to women in organizations or women may be placed in different tournaments from men. Purports that women may have certain career paths on entering an organization regardless of the tournament rounds they win or that other signals affect women’s career attainment.
Women’s employment status in two Japanese retail stores in Hong Kong
Authors: Wong May M.L.
Published: July 2002

Examines the employment status of women employees working for two Japanese department stores in Hong Kong. Empirical evidence reveals that Japanese expatriate managers bring sexist cultural values, which discriminate against women in the host‐country environment, because a majority of local female employees are employed in lower hierarchical positions at the bottom of the organizational and managerial pyramid, while male employees occupy most of the professional and managerial positions at the top. Discusses the situation in which female employees are likely to be discriminated against by senior management from the perspectives of horizontal and vertical job segregation. Identifies four major categories of constraints arising from the company’s human resource management (HRM) policies and practices leading to the subordinated employment position of women ‐ recruitment and selection, job assignment and promotion, training and development and remuneration. Posits that these HRM policies and practices are influenced by the Japanese preconception of women and the characteristics of the retail industry.
Working and non‐working mothers: a comparative study
Authors: Rout Usha R. , Cooper Cary L. , Kerslake Helen
Published: July 2002

Expands on research which has demonstrated that employment has positive or neutral effects on women’s health. This pilot study examines whether these positive effects could also be found in employed mothers by comparing working mothers with non‐working mothers on measures of mental health, self‐esteem, and mother role satisfaction. Also this study assesses the stress experienced by these mothers and examines the coping strategies used by them. Of the 200 questionnaires distributed, 101 were returned giving a 50.5 per cent return rate of which 78 per cent were working mothers and 22 per cent non‐working mothers. The working mothers had better mental health and reported less depression than the non‐working mothers. The most frequently reported source of stress for working mothers was not having enough time to do everything, whereas for non‐working mothers lack of social life was a major stressor. The findings of this study support the expansion hypothesis, which emphasizes the benefits rather than the costs of multiple role involvement.
Integration or separation: women and the appliance of organisational culture
Authors: Coates G.
Published: July 2002

Four decades ago, Whyte (1956) described how a new human expression had become universally evident. This was the notion of the “Organisation Man”, an early corporate culture characterised by the middle ranks of ‐ male ‐ managers in large organisations, who were subject to a “social ethic”. Gender was not an issue. However, in a contemporary view of corporate culture, it has become crucial to understanding both notions of competitive advantage, and the thesis and influence of individual commitment to the organisation.This article deals with the issue of gender and the corporate culture thesis. Unlike many studies there is a need to make a distinction between women and men concerning their organisational perceptions and roles in relation to the corporate culture thesis. The paper is an initial analysis of research material, dealing with the above issues in relation to gender in contemporary organisations. It examines a changing notion of corporate culture to one where both men and women are implicated in the project at a full emotional level.
Social support during unemployment: are women managers getting a fair deal?
Authors: Fielden Sandra L. , Davidson Marilyn J.
Published: July 2002

Aims to present the findings of a recent study into the availability of social support to unemployed female managers. It is widely recognised that social support is an important factor in determining well‐being during unemployment, yet its role in managerial unemployment has received very limited attention. Previous research has demonstrated that social support is of particular importance to women, with a strong emphasis on emotional support. This paper investigates the experiences of 115 unemployed female managers in terms of social support, an area which, despite its importance, has to‐date received no specific attention. The findings indicate that the social support available to unemployed female managers is not only unsupportive but is severely restricted because of their unique position in society.
Career attainment for women and minorities: the interactive effects of age, gender and race
Authors: Hurley Amy E. , Giannantonio Cristina M.
Published: July 2002

This study examined the career attainment of managerial women and minorities in an internal labor market. The interactive effects of age, gender, and race were examined on the career attainment levels of women, African‐Americans, Asian‐Americans and Hispanics. A sample of 7,084 US managers was studied; 3,456 women and minority managers were compared to 3,628 white male managers who entered the firm in the same year and in the same department. Consistent with previous research, women and minorities experienced lower career attainment than white males in this sample. Results suggest that minority women do not experience the “double jeopardy” associated with belonging to two classes of protected characteristics; nor the “triple jeopardy” of age, race and gender.
Equal opportunities policies – making a difference
Authors: Rutherford Sarah
Published: July 2002

To what degree an organization both embraces the ethos of equal opportunities and backs it up with an investment in sound policies may be expected to have an impact on both the progress of women in management and their experience in the workplace in that organization. This paper compares how women managers fare in two organizations, one with a developed equal opportunities policy and one that has none. It also considers the limits of applying the business case concept of equal opportunities and the problems of a diversity approach and it explores the ways women themselves articulate gender issues according to the discourses they have available to them. It concludes that, while restrictive in its implementation, women managers are more able to articulate their needs and fare better in an organization with an equal opportunities policy than in one without.
Women senior managers and conditional power: the case in Social Services Departments
Authors: Foster Joy
Published: July 2002

This article is drawn from a research project which explored the under‐representation of women in the management of social services departments in the late 1980s. The theme explored here is a subset of that particular research. It focuses on the way in which women spoke about their roles, the power associated with them, and about their experiences in occupying them. The author considers the nature of women’s experiences of occupying positions which in terms of their hierarchical location would be considered “powerful” and argues that women as senior managers present a challenge both to the occupational status of management and to the structures of power in a patriarchal society. It is argued that these challenges are minimised, not only by excluding women from management roles, but also by denying them the legitimate authority which would be expected to be associated with their role.
Marine accident prevention: an evaluation of the ISM code by the fundamentals of the complexity theory
Authors: Goulielmos Alexander M. , Giziakis Constantinos B.
Published: July 2002

The scientific world has for a long time worked with linear tools to explain complex non‐linear phenomena. Also non‐linear relationships were transformed to linear in order to be handled. This was so despite the fact that nature has been giving us examples showing that the real world was complex, dynamic and non‐linear. This was so until developments in computer science provided the calculating means to the theory of complexity. Today, the theory of complexity is applied to many sciences and to disaster management as well. The application of complexity theory is attempted from a disaster management point of view. As the first attempt to incorporate management science into marine disaster prevention was the so‐called International Safety Management Code of the International Maritime Organization in 1998, we will attempt to connect the theory of complexity to the ISM code. The ISM code, being a safety standard, has been based on good management and organization rulesl. However, ISM code was accused of increasing the bureaucracy of the system with a result that no substance work could be done at the end. Moreover, a need has now emerged, i.e. to establish a “particular ISM code man” among the crewmen on board all ships. On the other hand, modern complexity management suggests more flat hierarchies where information travels faster, and this is something needed in a marine disaster.
Terrorism and 11 September 2001: does the “behavioral response to disaster” model fit?
Authors: Fischer Henry W.
Published: July 2002

A recent question from the research literature is addressed: to what extent does the behavioral response to the natural and technological disaster model apply to terrorist events involving a weapon of mass destruction (WMD)? Earlier work argued that the literature is applicable. Anecdotal evidence and preliminary content analysis findings from the aftermath of the terrorist attack of 11 September 2001 demonstrate the salience of the model to terrorism.
A Constructive Critique of United Kingdom Emergency Planning
Authors: Rockett J.P.
Published: July 2002

Emergency planning in the UK is inadequate, disorganized and
inefficient. Recent changes have the capacity to worsen the situation by
further fragmenting the organization while reducing funding at a time
when it needs to be increased. Suggests reorganization using a central
agency as a controlling and co‐ordination organization, and proposes
that this could be achieved without excess additional cost by reducing
the duplication of work currently undertaken.
Measuring up to Disaster
Authors: Seaward M.R.D.
Published: July 2002

Monitoring air, water and soil contamination by means of animals,
plants, fungi and bacteria is increasingly in demand for assessing
environmental quality, environmental impacts, and health and safety. It
is essential that environmental monitoring by bioassays is credibly
based on standardized procedures and on substantial scientific evidence
which should include background measurements to establish baseline data.
Cites case studies involving the use of organisms for monitoring heavy
metals and radionuclides in order to demonstrate such procedural
pre‐requisites in environmental surveillance.
Scientists and disaster management
Authors: Denis Hélène
Published: July 2002

When disasters, even natural ones, have a chemical or nuclear dimension, scientists play a major role in their management. Presents the results of research on Canadian disasters, and includes other cases of disasters that occurred around the world. Discusses the experts′ role in decisions related to the response: how to identify a specific product, its impact on health, for example, in a climate of uncertainty; how to justify their methods, to the press, the politicians and the victims as well as to the public. This “glass‐house” working atmosphere is very different from the one in which they carry out their routine analyses. Therefore their ability to communicate and their credibility are very important aspects of their role.