bluuebunny/crossref_metadata_2025 huggingface dataset:
Regional differences of online learning behavior patterns
Authors: Yang Chyan , Hsieh Tsui‐Chuan
Published: March 2013

Purpose

The aim of this paper is to show that online learning behaviors are dictated by both personal characteristics and regional differences.

Design/methodology/approach

Data were collected from 16,133 users in 25 regions of Taiwan. The paper examined usage behaviors by looking at 11 items of categorical variables about online learning. This study implemented a multi‐level latent class model to investigate online learning behavior patterns that exhibit regional differences.

Findings

The results showed that online learning patterns do exhibit regional differences, as the regional segments are dictated by the individual segments of different use patterns. For instance, the urban area segment comprised a higher proportion of members who are good at using the internet. The rural area segment made up a higher proportion of members who occasionally use the internet. Interestingly, rural users went online more often than urban users when in search of e‐learning or entertainment. On the other hand, the individual segments are dictated by users' personal characteristics. For instance, younger people are good at employing online learning and entertainment services. Moreover, those who use many types of online applications pay less respect to intellectual property rights than those who only use a few types of applications.

Originality/value

By using a massive amount of survey data to show regional differences in online learning behavior patterns, the findings herein will help internet service providers form an applicable guideline for developing service strategies of higher service satisfaction between products and users' needs.
Malaysian authors' acceptance to self‐archive in institutional repositories
Authors: Wirba Singeh Feria , Abrizah A. , Harun Abdul Karim Noor
Published: March 2013

Purpose

The aim of this paper is to evaluate Malaysian authors' readiness to self‐archive in open access repositories. The effectiveness of open access repositories to support knowledge‐sharing is expected to be highly dependent on the readiness of authors to self‐archive their research output.

Design/methodology/approach

The study has adopted a quantitative research design and a web based survey method was used for data‐gathering. The subjects of the study were authors within the five research‐intensive universities in Malaysia. An e‐mail invitation was sent out to 1,000 authors within the five intensive universities, of which 108 responded. This study uses the unified theory of acceptance and use of technology (UTAUT) model, which postulates the constructs of performance expectancy, effort expectancy, social influence and facilitating conditions on using technology. These constructs determine the behavioral intent, which influences the usage behavior of this technology.

Findings

The findings from this study revealed that performance expectancy, effort expectancy, social influence and facilitating condition did not influence authors' behavioral intention to self‐archive. Even though academic researchers tend to agree that institutional repositories are a good way of disseminating information and use them frequently, most of them have not fully embraced self‐archiving in institutional repositories.

Originality/value

This is the first attempt to utilize the UTAUT model to assess self‐archiving practices, and it shows that self‐archiving does not prove strong support for the model.
User education program as determinant of electronic information resources usage in Nimbe Adedipe University Library, Nigeria
Authors: Adeniyi Aderibigbe Nurudeen , Adebimpe Ajiboye Bosede
Published: March 2013

Purpose

The focus of this study is the development of effective user education programs that will enhance the use of electronic information resources (EIR) in an era of electronic information for the students of the University of Agriculture, Abeokuta, which consequently could be adapted for students in other higher institutions of learning.

Design/methodology/approach

This study was carried out during the first semester of the 2010/2011 academic session (November 2010 to February 2011), employing a survey method. The target population is postgraduate students (postgraduate diploma, Master's degree and Doctor of Philosophy students) of the seven colleges that run postgraduate programs at the University of Agriculture, Abeokuta. Of a total population of 330 postgraduate students, 250 postgraduate students were selected randomly using a purposive sampling technique since the student population was not evenly distributed across the colleges. Administration and retrieval of the questionnaire lasted for six weeks.

Findings

The findings of this study have shown that the user education program of Nimbe Adedipe Library is not adequate; the library provides more library orientation than bibliographic instruction and information literacy skills. It was also found that few of the students received training on EIR usage while an analysis of the open‐ended questions revealed that the students got to know how to use electronic resources through their own efforts, periodic training in the library, and through the efforts of some library staff and friends. It was also found that use of EIR has a great impact on the respondents' academic activities, as reflected in their responses, where the students agreed that their academic work would suffer without the use of EIR.

Practical implications

It is the belief of the researchers that empirical research on the use of library resources is crucial for the design and implementation of user education programs.

Originality/value

The results of this study will be a meaningful addition to the literature of library and information science in the area of user studies.
Relationships between advisor characteristics and consumer perceptions
Authors: Söderberg Inga‐Lill
Published: March 2013

Purpose

This paper aims to investigate the relationships between advisor characteristics and consumer risk perception, willingness to follow advice and perception of advisor credibility in a financial services context. It answers calls for more knowledge about financial advisors’ influence on financial decision‐making among consumers.

Design/methodology/approach

An experimental study, displaying financial advice together with photographs of advisors, was completed by convenience sampling of 200 Swedish consumers and analysis using statistical techniques to compare groups: two‐way between‐groups ANOVA.

Findings

This study shows that advisor gender affected consumer risk perceptions, willingness to follow advice and perception of advisor credibility in a financial services context, whereas advisor mood affected only consumer willingness to follow advice. No biases depending on buyer–seller similarity were found.

Research limitations/implications

The study focuses on consumer perceptions – not real‐life investment choices. Conclusions are drawn from a relatively small sample. However, the policy implications are important, suggesting that characteristics other than those of consumers (e.g. gender, educational level, occupation, financial literacy) can be of relevance for policymakers in their attempts to improve consumer protection.

Practical implications

The findings provide useful insights for marketing practitioners that could help adjust information disseminated to consumer segments and that could have implications for marketing and hiring practices in the financial sector.

Originality/value

This paper illustrates the role of advisor characteristics in consumer financial decision‐making and calls for more research on financial advisory services.
Much more than sports: sports events as stimuli for city re‐branding
Authors: Herstein Ram , Berger Ron
Published: March 2013

Purpose

City branding has become a very popular activity all over the globe. In this paper the authors aim to show the importance of sports events in city re‐branding strategies, and how businesses take advantage of such opportunities to increase their incomes.

Design/methodology/approach

A new framework is presented that is based on four different alternatives for city re‐branding strategies based on sport events. These four re‐branding strategies are derived from two main dimensions: the locus of the sports event (local vs international) and the longevity of the sports event (one‐off vs continual).

Findings

Prospective hosts of mega or international sports events must ensure that people all over the world see their city as a leisure, tourism and consumption center and not just a sports arena. Conversely, when hosting medium or minor sports events, planners must aim for these sport events to increase residents' civic pride.

Practical implications

This conceptual paper demonstrates how city planners and decision makers can leverage their city image and its business sector's potential to earn from this event directly and indirectly, based on the aforesaid four re‐branding strategies: Mega sports events, International sports events, Medium sport events, and Minor sport events.

Originality/value

This article deals with four types of sports event strategies at the same time, whereas other investigations tend to deal with only a single type.
Learning about customers
Authors: Perez Lourdes , Whitelock Jeryl , Florin Juan
Published: March 2013

Purpose

The aim of this paper is to gain a better understanding of how small technology start‐ups learn about a key customer in the context of B2B relationships, and to propose a model of interfirm learning with customers.

Design/methodology/approach

Using a qualitative case‐based approach, the authors immerse themselves in the development of three learning alliances between technology startups and industry leaders, two successes and one failure, to gain an in‐depth understanding of the dynamics involved. Data were collected on both sides of the alliance dyad.

Findings

The paper delineates four learning cycles: alliance inception, joint‐learning, specialization and discovery. These learning cycles constitute sequences of increasing understanding, cooperation, and higher order learning between the partners; evolving from an exchange of existing knowledge to the joint development of new knowledge.

Originality/value

This study contributes to an integration of the alliance and marketing literatures by offering empirical evidence of a different type of alliance, namely the reciprocal learning alliance. It also contributes to broadening our understanding of market orientation in inter‐organizational settings. In the context of business‐to‐business relationships, the study has identified four critical dimensions of learning alliance success, and proposed how they could be measured: Learn about customers; Interact with customers; Customer‐specific investments; and Co‐develop breakthrough innovations. Finally, the study demonstrates the significant role played by “committed champions”.
Service employees and customer phone rage: an empirical analysis
Authors: Harris Lloyd C.
Published: March 2013

Purpose

In an era in which two‐thirds of interactions between firms and customers occur by telephone communications, the impact of customer telephone rage on employees' service‐related attitudes and beliefs is worthy of study. Telephone or “phone rage” involves occurrences of employee‐ or firm‐oriented injurious speech, aggression, anger, or antagonism that customers undertake during customer‐firm telephone interactions. The aim of this paper is to develop a conceptual model of the direct and indirect links between perceived customer phone rage and employee‐customer rapport, functional quality delivery, customer service orientation, retaliation intentions, negative word of mouth, and affective commitment.

Design/methodology/approach

To test the developed hypotheses, the author deemed a self‐administered postal survey the most appropriate data collection method. In total, 257 fully completed questionnaires were received and analyzed via structural equation modeling.

Findings

Of the eight hypothesized associations between phone rage and employee–customer rapport, functional quality delivery, customer service orientation, retaliation intentions, negative word of mouth, and affective commitment, seven are found to be significant. Three previously accepted associations are also found to be significant.

Originality/value

This study contributes in a number of ways. First, the paper develops a conceptual model that depicts service‐related dynamics, perceived customer rage, and employees' behavioral intentions. Second, this study also contributes methodologically through operationalizing, pretesting, applying, and testing a seven‐item scale of the level of perceived customer phone rage, from the perspective of the recipient (the employee). The third contribution of the study centers on the empirical insights gained. The study provides empirical evidence in support of the wider application of Huefner and Hunt's extension of Hirschman's framework.
The effect of relationship desire on consumer‐to‐business relationships
Authors: Raciti Maria M. , Ward Tony , Dagger Tracey S.
Published: March 2013

Purpose

Much of the success of a relationship marketing program rests on the consumers' choice to participate in a service relationship in the first instance. The purpose of this study is to examine the degree to which this desire of the consumer to engage in a relationship impacts on their perceived cognitive‐state gains (motivation, confidence and affiliation) and key measures of consumer‐to‐business relationship success (relationship strength, satisfaction and retention intentions).

Design/methodology/approach

Following a qualitative study, the main quantitative study used a self‐administered survey of 334 service consumers to understand relationship perceptions. Structural equation modeling was then used to test the hypotheses.

Findings

Analysis revealed that consumers desire to participate in a relationship influenced their level of motivation, degree of confidence and these, in turn, impacted on the consumers' sense of affiliation with the service provider. A consumer's sense of affiliation subsequently influenced the strength of their relationship and their level of satisfaction with the relationship. Additionally, the effect of relationship desire on relationship strength and satisfaction was apparent. Consumers' desire indirectly impacted on retention intentions, suggesting that service managers should be careful not to assume that consumers' deliberate choice to participate in a relationship will routinely result in loyalty.

Originality/value

Practitioners and academics have sought to determine why some consumers, and not others, participate in relationships. This study adds to knowledge in this area by empirically demonstrating the extent to which the desire of a consumer to participate in a service relationship effects the gains accrued to the consumer and the relationship outcomes.
Food safety in the US catering industry: empirical findings
Authors: Ghezzi Sara , Ayoun Baker
Published: March 2013

Purpose

The purpose of this study is to explore food safety measures in catering and special event programs, especially with respect to the knowledge and implementation of knowledge of food handlers in the catering sector in the USA.

Design/methodology/approach

A quantitative approach was utilized in this study. A questionnaire was distributed to 557 respondents, representing over 40 chapters in the National Association of Catering Executives. The questionnaire was divided into three sections of food safety (food handling, equipment, and personal hygiene). This study utilized t‐tests and ANOVA to test for differences between gender, training, management status, and employment status with regard to food safety knowledge and practices.

Findings

Results suggested that employees in the catering industry who work part‐time need more training and development. Management was seen as more knowledgeable than non‐management personnel and was seen to have more training. Overall the study found that there is a need to focus on training for employees, with even greater emphasis for new employees.

Practical implications

The results of this study provide significant evidence that greater emphasis must take place to require proper training of all employees in the catering sector. An educational training program that focuses on the catering sector can be developed by utilizing the usable factors gained from this research.

Originality/value

The present study provides a national survey representing a large geographic area of the USA, and focuses on catering servers, front‐line staff, and management in the special event industry. This study also combines the safety issues of equipment, personal hygiene, and food handling into one study as a whole to examine the overall knowledge of catering employees in the industry.
Commentary on “From ‘what do you do?’ to ‘a leap of faith’: developing more effective indirect intervention for adults with learning disabilities”
Authors: Reynolds Sharron
Published: March 2013

Purpose

The purpose of this paper is to provide a commentary on Alix Lewer's and Celia Harding's research on the factors influencing the success of speech and language therapy intervention in residential homes and day centres for people with learning disabilities.

Design/methodology/approach

The article reflects on the issues raised by Lewer and Harding, in the light of the literature on implementation and the author's own research on the implementation of behaviour support plans.

Findings

Similar barriers underlie problems of implementation of programmes related to communication and behaviour support.

Originality/value

Professionals need to improve their understanding of implementation problems and ensure that their role includes providing support to frontline staff to initiate and maintain changed practices.
Creating dialogue by storytelling
Authors: Pässilä Anne , Oikarinen Tuija , Kallio Anne
Published: March 2013

Purpose

The objective of this paper is to develop practice and theory from Augusto Boal's dialogue technique (Image Theatre) for organisational use. The paper aims to examine how the members in an organisation create dialogue together by using a dramaturgical storytelling framework where the dialogue emerges from storytelling facilitated by symbolic representations of still images.

Design/methodology/approach

The study follows the lines of participatory action and art‐based research. The data are collected from 13 dramaturgical work story storytelling sessions in four different organisations. The research design belongs to the tradition of research‐based theatre, which implies artful inquiry, scripting and performance in research.

Findings

The paper presents a model for organisational dialogue. The model illustrates the dramaturgical storytelling of work story which influences problem shifting in a positive way.

Research limitations/implications

The limitations of this study are related to the scope of the research. The Scandinavian cultural context facilitates an open, bottom up process. More case studies in different kinds of environments should be conducted. In the future it might be advantageous to conduct more longitudinal studies on how organisations can nurture continuous dialogue.

Practical implications

Work story as a dialogue practice facilitated members from the same occupational groups to share experiences with each other and construct common interests by investigating unstructured and uncertain social situations at work.

Originality/value

The paper combines research fields that explore art‐based initiatives within organisations, workplace learning and innovation research.
Assessing the quality of the learning outcome in vocational education: the Expero model
Authors: Cervai Sara , Cian Luca , Berlanga Alicia , Borelli Massimo , Kekäle Tauno
Published: March 2013

Purpose

This paper aims to present an innovative model to evaluate the quality of the learning outcome in vocational education and training (VET) considering a wide approach that includes, in particular, stakeholders' expectations and perceptions.

Design/methodology/approach

The Expero model was implemented in various kinds of vocational schools and educational institutions in different European countries.

Findings

The model was validated through review by several international experts and by translation into a quality standard certification model.

Research limitations/implications

Expero needs a larger testing phase in non‐European countries to validate its appropriateness. Different vocational systems in non‐EU countries could enrich and widen the model in terms of transferability and sustainability as well as fostering cross‐educational requirements and needs that may impact the quality of the learning outcome. The Expero model is mainly dedicated to vocational education and, in its current form, is not suitable to be applied to other levels of education (i.e. primary or secondary). Meanwhile, it seems promising in terms of its application in higher education institutions, in workplace learning, and in continuous professional training.

Practical implications

Expero permits analysis of the quality of the learning outcome, which constitutes the prior mission of a school. Being dedicated to the vocational sector, Expero is based on stakeholder evaluation, including school personnel, trainees, industries, companies and external bodies interested in a school's results. Applying the Expero model, a school can analyse its strengths and weaknesses in a systematic way; strengthening – or even creating – a collaborative network with its stakeholders finalised in improving learning outcome.

Originality/value

Among the various opportunities a school has to perform a quality assessment (ISO 9000, EFQM, CAF), Expero is the first model focused on the quality of the learning outcome based on multi‐stakeholder data analysis.
A value case methodology to enable a transition towards generative health management
Authors: van Scheppingen Arjella , Baken Nico , Zwetsloot Gerard , Bos Ellen , Berkers Frank
Published: March 2013

Purpose

Health is a main resource for human functioning. Embedding generative health management within organisations, therefore, is useful for health and productivity reasons. Generative health management requires a change in the thinking and actions of all stakeholders, and should be regarded as a system transition that may be supported by a value case. In this study, a value case methodology is described and piloted. The aim was to investigate the efficacy of the value case methodology for generative health management within organisations.

Design/methodology/approach

This paper takes the form of a case study, in which the interactive value case methodology is piloted within a research foundation in The Netherlands.

Findings

The different perspectives from the internal stakeholders on generative health management were made explicit, and revealed a strong relation between organisational development and health. The interactive value‐case methodology has initiated a process in which stakeholders jointly defined the full value of generative health management. During that process, some stakeholders developed an active personal commitment towards the transition.

Research limitations/implications

The research was only carried out in one case. The value case methodology is potentially also useful for other transitions (long‐term complex developments or system innovations). The case study provided a broad view on the relevance of health for all stakeholders within this single case, and contributed to ownership of the transition.

Practical implications

A value case presents stakeholders' multi‐perspective visions and preferences with regard to health and organisational development. The participative approach opens up ways to an active commitment of relevant stakeholders who are willing to support transitions.

Originality/value

The methodology to assess the full value of complex transitions is still of an explorative nature. The value case methodology may offer innovative ways to support transitions in individuals, organisations and society as a whole.
The analysis of intellectual capital evolution: a perspective on research
Authors: Ienciu Nicoleta Maria , Matiş Dumitru
Published: March 2013

Purpose

The purpose of this paper is to develop a conventional analysis of the content of researches published in high quality academic journals, specifically in the accounting area, with particular emphasis on intellectual and human capital, in order to provide guidance for authors on research paper characteristics that influence the journal's acceptance decisions.

Design/methodology/approach

The paper provides a quantitative analysis of the additional characteristics (the main characteristic considered by default is the quality of the journal's contents) that could increase the chances for publishing a research paper in a high quality journal.

Findings

The findings indicate several additional characteristics which may influence the journal's acceptance decision during the publication process. These characteristics relate to the journal's origin, type of research, presentation of literature within the research paper and the type of research approaches, characteristics that should be considered by any researcher from the beginning of the process of writing the research paper.

Originality/value

The present paper contributes to the existing literature by analyzing the research characteristics deemed important for the publication of a research paper related to intellectual capital in a high quality journal. The study identifies a pattern for the researches published in this field, in order to provide benchmark for further researches, thus being the first study conducted in this area of interest.
Practices of literary tourism: an Australian case study
Authors: Carson Susan , Hawkes Lesley , Gislason Kari , Martin Samuel
Published: March 2013

Purpose

The purpose of this paper is to present the results of tests for the development of literary trails for domestic visitors and tourists in Brisbane, Queensland, and to situate these findings in the context of recent state government policy changes in relation to culture, community engagement and the environment.

Design/methodology/approach

Broadly cultural studies: the article analyses changes in international and national cultural tourism and Queensland‐based issues before presenting the research findings.

Findings

A gap in tourist and cultural development models exists for the implementation of a network of sustainable literary trails in Brisbane – this model can be extended to regions around the state to meet the demands of the new tourist.

Research limitations/implications

The paper highlights Queensland weather and Australian distance, which will require a regional approach that networks with transport and community hubs.

Practical implications

The research has produced new software for the use of self‐guided walks; the locations for two specific area trails; and the involvement of the State Library of Queensland as a “hub” for the trails. Substantial support exists for further development in advanced locative media and gaming.

Social implications

The research demonstrates the importance of developing a sense of place that relates to culture, literary history and community for tourists, as well as the potential for community engagement.

Originality/value

Currently no paper‐based or new media literary trail exists in Brisbane. The proliferation of online delivered, self‐guided trails in other parts of the world reflects a demand for this type of cultural and environmental experience.
Tourist experience expectations: questionnaire development and text narrative analysis
Authors: Sheng Chieh‐Wen , Chen Ming‐Chia
Published: March 2013

Purpose

The purpose of this paper is to develop a questionnaire on tourist experience expectations, and to conduct a qualitative study to analyze the factors and related texts of the questionnaire.

Design/methodology/approach

A content analysis on travel diaries written by museum tourists was conducted to develop a questionnaire of tourist experience expectations (TEE). The survey results were analyzed by factor analysis.

Findings

The tourism experience expectations include five factors: experience expectations of easiness and fun; cultural entertainment; personal identification; historical reminiscences; and escapism. In addition to these factors, this study reorganized the travel diaries to extract representative texts for narrative analysis, in order to develop the situational factors of tourist experiences.

Research limitations/implications

This study only investigated museum tourists in Taiwan, and thus the scope for wider application of the results is limited.

Practical implications

The study findings revealed that during a trip, appropriate situational factors – including satisfying tourists' curiosity and intimate locations or events that trigger tourists' active participation – resulted in pleasant experiences for the tourists and could possibly lead to future experience expectations.

Originality/value

The paper explores museum tourists' experience expectations in Taiwan.
Sailing away: the influences on and motivations of George Caspar Homans
Authors: Muldoon Jeffrey , Liguori Eric W. , Bendickson Joshua
Published: March 2013

Purpose

How do social factors motivate and influence scholars when they theorize? By exploring the life of George Homans, this paper aims to illustrate that theories are the products of the theorist, and as such are influenced by individual life experiences.

Design/methodology/approach

Drawing on a plethora of archival sources including many personal and autobiographical accounts, this manuscript synthesizes these sources thus providing clear insight into how personal factors and experiences impacted Homans's social exchange theory.

Findings

This research concludes that Homans's journey into theorizing was an act of providence; that his early career, personal background, and social capital interacted with several factors beyond his control thus leading to his interest in social exchange processes.

Originality/value

This is the first research endeavor exploring the context, sentiments and motivations of George Homans as he began to lay out social exchange theory.
Evergreens of excellence
Authors: de Waal André A.
Published: March 2013

Purpose

At the end of 2007, theJournal of Management Historypublished a special issue on the topic of excellence, titledOur Dreams of Excellence. In this issue, Guest Editor Dahlgaard‐Park stated that research into excellence had taken a high flight in recent years despite the fact that there was no unanimity yet about a definition of or the factors that lead to sustained excellence. Agreement on the notion of excellence is all the more important as economic times have changed considerably since the special issue was published. However, according to Mintzberg the activities that managers perform have basically not changed over time. If this is true, it could be hypothesized that the factors that create excellence also change little over time. The purpose of this research is to examine these factors and compare them through time to establish whether they are “evergreens of excellence”. These evergreens are defined as characteristics that are always important for creating and maintaining an excellent organization, and that managers always have to take into account when devising actions to lead their organization to excellence and superior results.

Design/methodology/approach

Research studies into excellence, conducted before and after 1995, were compared to evaluate whether factors of excellence stayed the same over time.

Findings

The research results show that nearly 90 percent of the factors that create excellence found in studies done in and before 1995 are also found in studies done after 1995. Although the attention given to certain characteristics of factors may shift from time to time, on the whole the factors found do seem to qualify as “evergreens of excellence”, factors that are always important for creating and maintaining a high performance organization.

Research limitations/implications

The research results should not be seen as offering a recipe that, if followed, will produce a successful organization. Rather they provide design exemplars for practitioners which have to be translated to a particular situation in place and time.

Originality/value

Contradictory findings in the literature raise questions about the validity of the outcomes of the excellence studies which have become increasingly popular these past decades. The results of this study for the first time provide factors of excellence which stay valid over time.
The Canadian hotel industry: innovative solutions to secure the industry's future
Authors: Jayawardena Chandana (Chandi)
Published: March 2013

Purpose

This paper aims to present practical answers to the strategic question: “What innovations are needed in the Canadian hotel industry and how might they be implemented to secure the industry's future?” It aims to capture the essence of conclusions of seven papers written by 23 experts on aspects related to the hotel industry of Canada for the Worldwide Hospitality and Tourism Themes (WHATT) issue on Canada in 2013.

Design/methodology/approach

The approach of this paper is to integrate all solutions suggested in these seven papers and to seek a succinct response to the strategic question.

Findings

While providing a helicopter view of the key trends and challenges of the hotel industry of Canada, this paper proposes implementable and practical solutions to those challenges. Using the 2012 WHATT Roundtable discussion in Ottawa, Canada as the foundation, this paper addresses some of the most significant issues affecting the hotel industry of Canada today. In conclusion, 12 key suggestions are made.

Practical implications

The paper reviews past concepts and industry practices as well as current practices to identify practical, effective and innovative approaches for the future.

Originality/value

This paper provides fresh perspectives on many relevant issues by analysing inputs, viewpoints, comments, and suggestions of many subject experts. Readers with interests in the hotel industry in Canada or similar tourism destinations around the world would benefit from reading this paper.
A new conceptualization of service innovation grounded in S‐D logic and service systems
Authors: Edvardsson Bo , Tronvoll Bård
Published: March 2013

Purpose

The aim of this paper is to conceptualize service innovation through a service‐dominant logic (S‐D logic) lens and a service system foundation.

Design/methodology/approach

This conceptual paper offers a service‐dominant logic lens and a structuration theory approach emphasizing an actor perspective on service innovation. Since the value of innovation unfolds in practice, this paper will use customer to denote the key actor in co‐creating value in context.

Findings

The paper shows how a resource constellation in a service system is reconfigured and thus explains service innovation from the lens of S‐D logic, emphasizing customers' value co‐creation of value in practices. The focus is on the interdependencies between the configuration of resources in a service system and schemas that shape customers and other actors when integrating resources and co‐creating value.

Research limitations/implications

There is a need to discuss service innovation in a social constructivist view to better understand the guiding principles or schemas that enable actors to co‐create value.

Originality/value

Service innovation is understood as sourced by changes in either resources or schemas (norms and rules) or a combination, resulting in structural changes in a service system. The conceptualization provides: a new definition of service innovation; a new framework describing the interdependency between changes in resources and schemas as a basis for an innovative configuration or reconfiguration of a service system; and three propositions illustrating the relevance of this new framework.
Customer involvement in service production, delivery and quality: the challenges and opportunities
Authors: Dadfar Hossein , Brege Staffan , Sarah Ebadzadeh Semnani Sedigheh
Published: March 2013

Purpose

The aim of this paper is to explore the role of customer involvement in service production and its possible effects on the quality of service delivery as well as customer satisfaction.

Design/methodology/approach

Since the nature of the study is exploratory, the case study approach was adopted. The paper focusses on customer involvement in the context of service production and delivery system in service organization rather than in the context of customer organization. The authors looked at supplier involvement as well, due to the fact that a lack of sufficient information from a supplier or lack of proper training may inhibit customers' successful involvement. A detailed case study was carried out on a sample of four service providers: a general contractor, a chemical process engineer, a software developer and a language institute as well as a service buyer case – a Petrochemical Holding Company. In total the paper includes five cases.

Findings

The study reveals that even though co‐production of the customers with the service provider is a must, however, it has different effects on the quality of service produced depending on the situation and the nature of services offered. In the cases of the complex engineering services – general contractor and chemical engineering – that service requirements and technical specifications were provided by the customers, and service providers were chosen by open bidding process, there were instances where the co‐production could lead to malfunction of the service. This was evident in the cases when the inappropriate technical specifications and requirements were provided by the customer hindering the service provider to deliver services smoothly. On the other hand, in the cases of new software development process and language institute, it had been evident that the involvement of customers – with a sound customer involvement management – has tremendous positive effects and lead to greater productivity and customer satisfaction. In the case of the petrochemical company and international service providers, educating the suppliers/service providers by the buyer, to a large extent, could solve the service quality problems in terms of on time delivery, costs and technical conformity as stressed by buyers.

Originality/value

The study provides empirical evidence regarding customer involvement in the service production and its possible effects on the quality of service delivery as well as customer satisfaction and sheds light on the situations that customer involvement is a success or a threat. The research also contributes to the understanding of how the nature of services, the level and scope of customer involvement as well as building relationship and trust amongst the customer and the service provider affect the outcome of customer‐service provider co‐production.
Is intangible cultural heritage able to promote sustainability in tourism?
Authors: Giudici Ernestina , Melis Claudia , Dessì Silvia , Francine Pollnow Galvao Ramos Bianca
Published: March 2013

Purpose

This paper aims to focus on evaluating the rich cultural intangible heritage of Sardinia Island, and how such a heritage can contribute to the implementation of tourism during the low season. The purpose is also to verify whether the enhancement of intangible heritage attractors, could be a driver for the sustainability of the island's tourism.

Design/methodology/approach

A qualitative approach is used in order to explore a multiple case study: the multifaceted expressions of the Holy Week. This is a cultural event that constitutes a part of the Christian festivity of Easter, which is characterized by traditional processions and ancient rituals widespread in various towns and cities around the island.

Findings

Intangible cultural heritage provides an additional opportunity to increase the level of tourism in Sardinia Island.

Research limitations/implications

This study has its limitations: it focuses only on a specific typology of event. Further studies should be taken into consideration in order to explore whether even other kinds of events are able to increase tourism in the low season, and to promote it on a sustainable perspective.

Originality/value

This study about heritage tourism in islands provides information about which little has been written. Moreover, it could offer a framework for other island destinations in the Mediterranean and elsewhere.
Economic freedom, the cost of public borrowing, and state bond ratings
Authors: Calcagno Peter T. , Benefield Justin D.
Published: March 2013

Purpose

The purpose of this paper is to show that state economic policies, in addition to state economic performance, impact state bond ratings.

Design/methodology/approach

Using a sample of 39 states over the period 1998‐2008, regression analysis is employed to determine whether various measures of economic freedom contribute to state bond ratings.

Findings

After controlling for common factors such as state per‐capita income, unemployment, the ratio of tax revenue to income, state debt as a percentage of government revenue, and public corruption, results suggest that greater economic freedom is associated with higher bond ratings. For example, a one standard deviation increase in Area 2 of the Economic Freedom of North America index (Takings and Taxation) would be associated with a 0.36 increase in Moody's bond rating for that state, which translates to approximately a $247 lower cost per million dollars of debt.

Originality/value

This study contributes to the empirical state bond rating literature by highlighting that states with greater economic freedom have higher bond ratings and, therefore, pay lower borrowing costs than their counterparts with lower economic freedom index scores.
Institutional entrepreneurship and policy learning in China
Authors: Gu Shulin
Published: March 2013

Purpose

This work aims to address source and dynamics of institutional change. It seeks to develop analytic tools by adaptation of Schumpeterian notion on entrepreneurship, Nelson's work on basic institutions and specific institutions, and Nonaka's middle‐up‐down framework of knowledge management in contrast to top‐down process. Pragmatically it attempts to understand how to improve policy capacity that challenges China seriously.

Design/methodology/approach

The work adopts a detailed case study method. A paired case is chosen with the criteria that they have widespread impact in China, and are representative of general and specific institutional change, respectively. Data came from mixed sources: field work and publications. Comparison of the paired cases identifies similarities and differences of different institutional change.

Findings

Similarities in the cases are in the important role of institutional entrepreneurs, crucial necessity of field experimentation, and regulatory and legislative means of knowledge processing. Differences are that centralized “top‐down” process of knowledge development, together with committed and centrally guided field experimentation, characterizes general institutional change. In contrast, coordinated and distributed “middle‐up‐down” process, together with autonomously emerged creation at the grassroots, characterizes specific institutional change.

Research limitations/implications

This is a new research area. Many more empirical and theoretical works are needed.

Practical implications

As to how China should improve policy capacity, the study indicates: to focus policy learning on specific parts and facets of institutional settings; to change policy‐makers' role from omni‐competent controller to catalyst/promoter of institutional change; to assign an active role to middle levels and allow broader participation and diverse experimentations.

Originality/value

The author explores interesting details of institutional entrepreneurship and institutional changes based on the two case studies. This work fills the gap of how to analyze institutional change from the innovation/innovation systems perspective.
Mainstream and new‐stream patterns for indigenous innovation in China
Authors: Zhu Bin , Ou Wei‐qiang
Published: March 2013

Purpose

The paper aimed to summarize innovative rules of Chinese manufacturing enterprises, and put forward some insights in optimal allocation of innovation resources and enhancing the capability of indigenous innovation, so as to overcome the innovation dilemma.

Design/methodology/approach

Having diagnosed the current research of innovation flows, the authors defined the concept and stated characteristics of mainstream and new‐stream innovation. Innovation life cycle theory and technology trajectory theory were used to map two evolution patterns of mainstream and new‐stream innovation. It took weeks to stay in firms to obtain original data and interview managers, engineers, and mechanists. From the case study the authors proposed the improvement projects and opportunities for firms to overcome the “innovation dilemma”.

Findings

In the indigenous innovation process, enterprises should breed new‐stream innovation as they strengthen the mainstream innovation, view the new‐stream technology as the innovation direction, and fulfill the constant innovation in the convergent innovation and replace evolution process. Meanwhile, enterprises should take precautions both to expand and develop, and fulfill technology transition and innovation upgrade through convergent innovation. Furthermore, firms' convergent innovation, which will finally achieve the “projects‐talents‐products‐markets” collaborative innovation, should be clear about target market and project‐oriented, take the product as the carrier, and be committed to cultivate creative talents and innovative teams.

Originality/value

This paper enriches the existing theory on indigenous innovation by introducing the new concept of mainstream and new‐stream innovation. The findings would help firms to jump out from the innovation morass.
Changes in doctoral education
Authors: Taylor Stanley Edward
Published: March 2013

Purpose

The purpose of this paper is to identify the implications of recent changes in doctoral education for supervisors who are developing early career researchers in terms of the need to develop their professionality.

Design/methodology/approach

This conceptual paper seeks to establish an historical benchmark in terms of the Von Humboldt model of doctoral education and the associated master‐apprentice model of supervision. It then sets out the key changes of the past three decades and summarises what is described as the post‐Humboldian doctorate. These changes are then related to the knowledge and skills needed for successful supervisory practice and to the professionality of research supervisors.

Findings

The paper demonstrates that the shift to the post‐Humboldtian doctorate has radically expanded the knowledge, understanding, and skills required by supervisors to successfully develop early career researchers and that these can be arrayed on a continuum represented by indicative characteristics of “restricted” to “extended” professionality as applied to supervisors.

Practical implications

The implications are that professional development programmes for supervisors developing early career researchers need to be reviewed in the light of how far they can support participants to make the full range of adjustments necessary to develop their own professionality as supervisors.

Originality/value

The paper is the first to apply the notion of professionality – and its “restricted”‐“extended” range – to the doctoral supervisory role.