bluuebunny/crossref_metadata_2025 huggingface dataset:
Multi‐channel communication: the case of Subway attracting new franchisees in France
Authors: Perrigot Rozenn , Basset Guy , Cliquet Gérard
Published: May 2011

Purpose

The purpose of this paper is to highlight the various means of communication available to franchisors in attracting prospective franchisees more effectively than their competitors. In addition, it explores the potential use of Web 2.0 resources by franchisors.

Design/methodology/approach

The simultaneous use of various means of communication by franchisors is examined through a case study. The authors have chosen one of the largest franchised chains in the world, which is in the process of expanding its chain of restaurants in many countries, with France being heavily targeted: Subway.

Findings

This case study reveals the complementarities of push communication, pull communication, and communication relayed by influencers, along with the development of new means of communication through the use of Web 2.0 tools (Facebook, LinkedIn, YouTube, etc.).

Research limitations/implications

This paper contributes to the stream of franchising and hospitality management literature. The limitations encountered stem mainly from the case study methodology.

Practical implications

The implications of this research for franchisors relate primarily to the means of communication used in order to appear more attractive in the eyes of potential franchisees. This paper also provides prospective franchisees with a list of sources available to collect useful information in selecting the best‐suited franchised chain to join.

Originality/value

Few papers have assessed the way new franchisees are attracted from a franchisor's perspective. The study of franchisor communication strategy and franchisor use of Web 2.0 resources to bring in new franchisees is indeed original, in comparison with the existing literature.
Business improvement preferences for small/medium hospitality firms in Australia
Authors: Butcher Ken , Sparks Beverley
Published: May 2011

Purpose

This paper aims to investigate how small/medium hospitality (SMH) firms set preferences for knowledge transfer relating to customer service improvement activities, through a determination of the most valued activities, preferred forms of media delivery and why best practice choice is valued.

Design/methodology/approach

A single cross‐sectional survey was used of 255 owners, managers or owner‐managers of SMH firms in Australia using attitude rating scales.

Findings

In nominating preferred customer service training/business performance improvement activities, the reasons for reporting a highly valued activity were grouped into six themes. Relevance and novelty of the activity were the two highest ranked activities. The remaining four themes of informative, credible, ease of use, and social were ranked equally.

Research limitations/implications

The findings suggest that hospitality firms are reluctant to embrace knowledge transfer activities in general and customer service training in particular. These findings shed light on specific preferred activities and indicate the reasons why.

Practical implications

The results from this study have been integrated with other studies to present a range of communication‐based strategies to assist industry policy makers. It is recommended that communication strategies to sell the “novelty, relevance and newness” of the customer service activity should be promoted.

Originality/value

The paper synthesises literature from the small business sector, together with hospitality‐specific papers and extends thinking beyond prescriptive advice. Given that knowledge transfer, delivered as prescriptive advice, tends to be ignored by the sector at large, this paper focuses on what managers do in practice and how they can be reached more directly.
RevPAR determinants of individual hotels
Authors: Sainaghi Ruggero
Published: May 2011

Purpose

This paper aims to identify revenue per available room (RevPAR) determinants of individual firms located in a destination. Independent variables are to be sought along “what” and “where” dimensions.

Design/methodology/approach

The sample is composed of 72 individual firms, operating in the 3‐5 star range and data have been collected from financial statements and questionnaires.

Findings

The empirical findings identify four main significant determinants linked to the “what” positioning – number of rooms, number of employees, number of years since the last refurbishment, market orientation – and confirm the relevance of location (“where”), and especially of centrality within the destination.

Research limitations/implications

At a theoretical level, the findings suggest the importance of linking the identification of determinants with the local context (destination) and positioning inside the city (location). At an empirical level, the study suggests some interesting implications both for existing hotels and for start‐ups. For existing firms, empirical findings show the relevance of a strong advantage (disadvantage) in location (where) that might compensate for a disadvantage (advantage) in the strategic positioning (what). Concerning start‐ups, the findings confirm the old rules of the hotel game, significantly summarized in the three success factors of a hotel unit: location, location, and location.

Originality/value

The present paper suggests the usefulness of taking into greater account the link between destination and local firms as an important determinant of performance, and explores the key success factors for individual (not affiliated) firms.
A typology of Australian tourism‐based condominiums
Authors: Cassidy Kelly , Guilding Chris
Published: May 2011

Purpose

The purpose of this paper is to develop a typology of the organisational forms comprising the Australian condominium tourism accommodation sector.

Design/methodology/approach

A total of 34 exploratory interviews were conducted with interviewees representing a cross‐section of interests in condominium tourism accommodation operations.

Findings

An original hierarchical typology is developed. The structuring criteria employed for the hierarchy include: whether a condominium complex is in a hotel or apartment complex, whether it is branded and whether the condominiums are serviced.

Research limitations/implications

The findings reported will greatly advance the capacity to provide a meaningful commentary on the nature of condominium tourism accommodation complexes and to understand key issues associated with different forms of condominium tourism accommodation services provided.

Practical limitations

The study suffers from the normal limitations associated with the subjective interpretation of qualitative data. In addition, the fast evolving nature of the condominium tourism accommodation sector signifies that the typology advanced should be viewed as somewhat time‐specific.

Originality/value

Despite the huge growth in condominium‐based tourism accommodation worldwide, there has been a scarcity of research directed to the phenomenon. The study can thus be seen to be highly original.
Determinants of intention to leave a non‐managerial job in the fast‐food industry of West Malaysia
Authors: Ryan Chris , Ghazali Hazrina , Mohsin Asad
Published: May 2011

Purpose

The purpose of this paper is to examine determinants of an intention to quit a job held by non‐managerial staff in the Malaysian fast food industry. It examines issues such as job stress and peer groups.

Design/methodology/approach

A quantitative analysis of 806 respondents working in international fast food chains was undertaken following an initial semi‐structured interview process with managers.

Findings

Of the total sample, 20 percent were found to think frequently about leaving their job, while a further 20 percent were described as being committed to their employment. High intent to leave scorers were found to be influenced by friends, but also feeling job stress and “being burnt out”.

Research limitations/implications

The findings may relate solely to fast food outlets in Peninsular Malaya due to cultural issues related to the Islamic nature of Malaysian society.

Practical implications

Fast food managers need to consider employees as part of a team and not simply as individuals, and it was found that friendship ties emerged as a significant variable in determining intention to leave a job.

Social implications

Malaysian fast food outlets near places of worship that make it easier for employees to fulfil religious obligations may find it easier to retain staff.

Originality/value

This is thought to be the first study of the Malaysian fast food industry and labour turnover.
Hospitality graduates and managers: the big divide
Authors: Harkison Tracy , Poulston Jill , Ginny Kim Jung‐Hee
Published: May 2011

Purpose

This paper seeks to report on research investigating students' and industry's expectations and assumptions of the desired attributes of hospitality employees.

Design/methodology/approach

Views on a range of questions about the value of a hospitality degree are analysed, based on a survey of 74 hospitality managers and 137 students.

Findings

The divergence in views between students and industry was significant. Students thought knowledge and skills were important for new employees, but industry was far more interested in personality. To get promoted, students thought they would have to become good communicators, but industry was more interested in initiative. Industry's views suggest that managers value attitudinal attributes over skills, and are therefore prepared to help employees gain the skills needed for their roles.

Research limitations/implications

There were limited responses from hotel general managers (GMs). Their views on what graduates need to accomplish to reach the position of GM would have added value to this study, so further research focusing on GMs' views is recommended.

Originality/value

This paper analyses the beliefs of hospitality students and industry regarding the desired attributes of hospitality employees. Their expectations and assumptions are significantly different, and the gap is a cause for concern for educators and industry to address.
Student perceptions of information system subject learning in hospitality management degree programmes
Authors: Catherine Murphy Hilary , de Jongh Harry
Published: May 2011

Purpose

This paper aims to investigate whether students adopt a “deep” approach to learning, i.e. “seeking meaning”, in the context of the subject of information systems (IS) and hospitality management degree programmes.

Design/methodology/approach

A questionnaire that covers the key constructs, i.e. teaching, feedback, assessment, student autonomy and deep learning, is administered to two samples of final year students. Statistical tests indicate the significant differences between the two samples and the relationship between students' perception of their learning environment and “deep” learning in IS.

Findings

Results show that, even though there are some significant differences between the two groups, particularly in items of teaching methods, feedback and assessment, “deep learning” is acquired in both contexts.

Research limitations/implications

This research is limited to a comparative study of two institutions and further research is recommended to discover constructs and contexts particular to the hospitality sector.

Practical implications

These results reveal that “constructive alignment” of teaching and learning priorities is needed with resource and training implications for both teachers and educational establishments.

Originality/value

This research investigates information systems subject learning in hospitality management programmes (and the need to see an information system as an integrated, social system). It examines “contexts” as part of the learning environments: this is new. It also marries two different learning measurements (those of ETL and Cope) to quantitatively examine the phenomenon of “deep learning” in the hospitality IS subject context.
Tourism experience management research
Authors: Brent Ritchie J.R. , Wing Sun Tung Vincent , J.B. Ritchie Robin
Published: May 2011

Purpose

– The essence of tourism is the development and delivery of travel and visitation experiences. This paper aims to provide a quantitative and qualitative assessment of articles in major tourism journals in order to enhance our understanding of the tourism experience, with a special emphasis on the management issues associated with delivering these experiences to destination visitors.

Design/methodology/approach

– Several leading tourism journals were evaluated to identify the articles that focused on tourism experiences. Content analysis was used to determine the quantitative extent of the contributions and the qualitative nature of the articles published in each journal.

Findings

– Despite growth in the total number of articles published by each major journal, there was no substantial increase in experience-related papers. The findings suggest that, despite its fundamental importance, experience-related research remains under-represented in the tourism literature.

Research limitations/implications

– While this paper focused on the “leading” tourism journals as defined by various studies in the past, other journals and other publications that target a specific niche readership may also have worthwhile contributions to the understanding of tourism experiences and related management issues. Future research should seek to accommodate this in an effort to acknowledge a more comprehensive list of journals and books.

Originality/value

– This is the first formal study to date that comprehensively addresses the contributions of leading tourism journals to the literature on tourism experiences. Understanding the nature of tourism experiences is of significant value to scholars and practitioners, since providing tourists with high-quality, memorable experiences constitutes the essence of tourism and tourism management.
Hospitality quality: new directions and new challenges
Authors: P. Crick Anne , Spencer Andrew
Published: May 2011

Purpose

– This article aims to discuss issues related to service quality in the hotel industry. It highlights unique aspects of hotel work and the implications for service delivery, and discusses methods used to measure service quality and expectations.

Design/methodology/approach

– Through an assessment of the extensive body of literature on quality service in general and within hotel contexts, some key themes emerge which have been explored in detail. Much of the analysis focuses on how the body of knowledge has developed over time and points to strengths and weaknesses in the literature.

Findings

– There has been much debate about what constitutes quality service and more specifically how this applies to the hotel industry. The industry is a dynamic one in which the guest dictates the pace and type of service, and in which increasing competitiveness has resulted in satisfactory service being the minimum expectation of guests. Different measurements of service expectations have been proposed for the hotel industry but the most promising is the quality function deployment (QFD) approach, which treats service as a process in which the guest ' s expectations are measured at every stage in order to create service that meets and potentially exceeds their expectations.

Practical implications

– The highlighted differences between hospitality, hotel and other service organisations indicate where managers and researchers need to place their emphasis in order to enhance the level of service quality.

Originality/value

– The paper adds new urgency to the need to develop effective measures and understanding of the hospitality and in particular the hotel experience.
Hospitality marketing research from 2000 to 2009
Authors: Yoo Myongjee , Lee Sojung , Bai Billy
Published: May 2011

Purpose

– The purpose of this study is to provide an analysis of published marketing research within the top four hospitality journals and suggest future research directions.

Design/methodology/approach

– The study selects the top four hospitality-oriented journals and analyzes the topics, methods, and trends of hospitality marketing articles published between 2000 and 2009 through a qualitative research design using content analysis and descriptive analysis.

Findings

– The study explores how hospitality marketing research has progressed within the past decade in terms of topical areas, industry applications, and methods, and additionally discovers notable trends for hospitality marketing research.

Practical implications

– The study analyzes published research in hospitality marketing and is thus expected to provide topical and methodological recommendations to academic scholars in contributing further to scientific progress and the literature.

Originality/value

– Based on the existing reviews, this study aims to examine hospitality marketing research developments in top hospitality research journals over the past decade. It is the first study to review hospitality marketing research for a period of ten years in the recognized top four hospitality research journals.
Progress and development of information and communication technologies in hospitality
Authors: Ip Crystal , Leung Rosanna , Law Rob
Published: May 2011

Purpose

– In order to enhance operational efficiency, improve service quality and reduce costs, practitioners in the hospitality industry have widely adopted and implemented information and communication technologies (ICTs) in their businesses. Understanding what has been done and how ICTs have performed in the past and are performing in the present could assist practitioners and researchers in identifying research gaps and formulating future plans. This paper aims to address these issues

Design/methodology/approach

– This study analyzed 88 full-length ICT-related research articles that were published in the period 1999-2008 in eight leading hospitality journals. The research focuses on all selected articles were in suppliers ' perspectives, and each article was analyzed by content analysis.

Findings

– Seven dimensions were formed after content analysis including human resources and training, security, reservation, revenue management, marketing, guest services, as well as strategic and operational management. Published articles were comprehensively overviewed on ICT usage in suppliers ' perspectives. In this paper, suppliers refers to the providers of hospitality services.

Research limitations/implications

– The major limitation of this study is the inclusion of only eight leading journals. Nevertheless, findings should be of use to researchers and practitioners to understand various ICT applications in the hospitality industry.

Originality/value

– A major contribution of this paper is its comprehensive review of previous studies and their contributions to hospitality. Future research areas on ICT development and implementation in suppliers ' perspective are also offered.
Problems in the onward and upward phase of APS system implementation
Authors: Kjellsdotter Ivert Linea , Jonsson Patrik
Published: May 2011

Purpose

– Studies conducted on advanced planning and scheduling (APS) systems have found problems in the marginal or negative returns from APS systems when they are implemented in manufacturing planning and control processes. The purpose of this study is to examine what problems exist in the onward and upward phase of the APS system implementation and how the individual, technical and organizational (ITO) dimensions in the implementation phases influence the problems in the onward and upward phase.

Design/methodology/approach

– Three different manufacturing companies using a supply chain planning module to support their tactical manufacturing planning processes were chosen and their APS system implementation phases were studied. Interviews with the project members and the end-users, and on-site visits, were conducted. Internal company data and presentations were collected and analyzed according to four implementation phases and the ITO dimensions.

Findings

– Three types of problems were identified in the onward and upward phase: process-related problems concerning difficulties to move forward; dependency on a consultancy firm; and too much time spent in the system. System-related problems include the usage of parallel systems and inadequate usage of the appropriate potential of the APS system. Plan-related problems regard an incorrect production plan. Different relationships between the ITO dimensions in the implementation process and the problem type were proposed.

Practical implications

– The relationships identified in this paper are of important knowledge for companies who are implementing, or are in the process of implementing, APS systems.

Originality/value

– There has been little written about the implementation issues of APS systems. The practical use of APS systems in the tactical planning is also relatively low. It is not known what problems to expect and how the ITO dimensions influence the problems during implementation. The findings this paper discusses fill some of these gaps.
Sourcing in global health supply chains for developing countries
Authors: Pazirandeh Ala
Published: May 2011

Purpose

– Although noticeable improvements have been made in global health in recent years, the distribution is uneven throughout the world and many developing and low-income countries lack access to required medicine and vaccines. Thus, a model to strategically source vaccines for these nations can contribute a great deal. This paper aims to present an extensive review of strategic sourcing literature, and to identify the criteria and available models in making strategic sourcing decisions. The purpose is to develop a decision making framework for future empirical study of humanitarian aid networks, more specifically, sourcing and distribution of vaccines in developing countries.

Design/methodology/approach

– A thorough review of several purchasing and supply chain management (SCM) journals was conducted to identify the strategic criteria in making sourcing decisions, hence “strategic sourcing”. In line with this, a number of sourcing strategies were reviewed to find the relevant strategic criteria. Secondary data from practice were also investigated for special characteristics of vaccine supply chains in humanitarian aid networks. Articles were then scrutinized and results categorized in order to develop a framework for future empirical studies.

Findings

– The findings show the historical development of strategic sourcing and the criteria in making strategic sourcing decisions. More recent studies, while taking a look back in history, have revealed a mix of strategies for more flexible models. Quality has been noted to be a strategic criterion for sourcing vaccines and this has caused the supply market to be dispersed on a global scale.

Research limitations/implications

– Considering the extensive number of academic publications, due to the focus of this study being sourcing within humanitarian aid networks, a number of academic journals in logistics/SCM/sourcing were reviewed.

Originality/value

– A decision making framework is presented for sourcing vaccines within the humanitarian sector. The criteria in making strategic sourcing decisions are further re-evaluated and a base model proposed. The framework will be used for further research on sourcing in the humanitarian aid sector as well as practical implications.
Private and public voice: exploring cultural influence
Authors: Swanson Scott R. , Frankel Robert , Sagan Mariusz , Johansen Douglas L.
Published: May 2011

Purpose

This research adopts Hofstede's typology of culture as a framework to test for cultural differences regarding consumer verbal behaviors in the context of a service provider switching incident.

Design/methodology/approach

The study includes respondents from five countries selected to provide global diversity by including cultures from Asia, Europe, South America, and North America. Cooperation from a variety of businesses was utilized in each country investigated to survey employees.

Findings

Findings indicate there are significant relationships between cultural orientation and: the propensity of engaging in discussion of service switching incidents; communication valence; the social network that private word‐of‐mouth is shared with; the likelihood of public complaint behavior.

Research limitations/implications

The sample, while five‐country in design, is somewhat limited by its representation at the extremes (i.e. most developed and least developed) and from urban populations only. Within‐country differences are also not considered. A broad range of service sectors strengthens the results, but does not allow for sector‐specific conclusions. The results of this study can assist global service providers to better understand the role that culture plays in customer verbal behaviors as well as providing direction to formulate strategies and tactics to better manage the complaint process.

Originality/value

As service organizations become more globally diverse, understanding the subtle influences of cultural differences becomes increasingly important for building effective customer relationships. No study to date has examined consumer post‐switching verbal behaviors across a broad range of cultural settings.
Developing a framework for understanding e‐service quality, its antecedents, consequences, and mediators
Authors: Carlson Jamie , O'Cass Aron
Published: May 2011

Purpose

This research seeks to extend the work of Dabholkaret al.into the e‐retail domain to assess alternate theoretical frameworks of e‐service quality. Particular focus is placed on e‐service quality and whether elements of e‐service quality should be viewed by dimensions, as antecedents to a global evaluation of e‐service quality, or as a formative configuration to predict behavioral intentions. The mediating role of customer satisfaction is also to be explored in these frameworks.

Design/methodology/approach

This paper is premised on an empirical study using cross‐sectional data from actual consumers. Data from a survey of 518 online consumers were used to test the research models through the use of a structured equation modeling (SEM) tool.

Findings

The results show support for all three theoretical models, and slightly stronger support for the formative model. Customer satisfaction was also found to play a mediating role on behavioral intentions within these e‐service quality models.

Research limitations/implications

The research is limited to a single e‐retail product category of sport and leisure. The generalizibility of these findings is therefore limited. Further work in other sectors and over longer periods would establish the reliability of the findings. The paper also highlights some limitations in the e‐service quality literature, particularly the emphasis on the use of reflective indicators over formative approaches in the modeling of e‐service quality.

Practical implications

Multiple configurations of e‐service quality exist in the literature, as well as variations on how it is actually measured. The authors provide specific recommendations to improve future research (and practice) involving e‐service quality conceptualization and measurement.

Originality/value

The paper examines three alternate configurations of e‐service quality's antecedents, consequences and mediators. The authors provide a platform for further research to improve the conceptualization and measurement of e‐service quality and its effects.
Assessment of event quality in major spectator sports
Authors: Jae Ko Yong , Zhang James , Cattani Kevin , Pastore Donna
Published: May 2011

Purpose

The purpose of this study is to enhance understanding of service quality at major spectator sports events by developing a conceptual framework and measurement scale specifically designed for assessment of spectators' perceptions of event quality.

Design/methodology/approach

Utilising a comprehensive literature review and detailed qualitative preliminary procedures, a comprehensive model of event quality for spectator sports (MEQSS) and a measurement scale of event quality in spectator sports (SEQSS) are developed. The models are then tested using confirmatory factor analysis and structural equation modelling using data from a quantitative survey of a convenience sample of spectators at a major league baseball game in the United States.

Findings

The proposed model is shown to fit the data well. Reliability and validity of the SEQSS are established through a pilot test and the substantive survey.

Research limitations/implications

The findings of the study are limited by the sample being restricted to a single sports event in the United States. Further studies in other settings using larger samples are desirable.

Practical implications

The study provides a valid and reliable conceptual framework and measurement tool that can be used to ascertain the quality perceptions of consumers of major spectator sports events. Managers can use this framework and measurement scale as a diagnostic tool to identify strengths and weaknesses in their services, this providing guidance for potential areas of improvement.

Originality/value

This study extends the literature on service quality by providing a unique conceptual framework and measurement scale for major spectator sports events.
The use of variational iteration method and homotopy perturbation method for solving two nonlinear equations
Authors: Labidi Manel , Omrani Khaled
Published: May 2011

Purpose

The purpose of this paper is to implement variational iteration method (VIM) and homotopy perturbation method (HPM) to solve modified Camassa‐Holm (mCH) and modified Degasperis‐Procesi (mDP) equations.

Design/methodology/approach

Perturbation method is a traditional method depending on a small parameter which is difficult to be found for real‐life nonlinear problems. To overcome the difficulties and limitations of the above method, two new ones have recently been introduced by He, i.e. VIM and HPM. In this paper, mCH and mDP equations are solved through these methods.

Findings

To assess the accuracy of the solutions, the comparison of the obtained results with the exact solutions reveals that both methods are tremendously effective.

Originality/value

The paper shows that VIM and HPM can be implemented to solve mCH and mDP equations.
Modelling of sea level rise and river system
Authors: Mah D.Y.S.
Published: May 2011

Purpose

This paper aims to present a hydrodynamic river modelling by incorporating river flow and sea‐level rise interactions.

Design/methodology/approach

Predicted sea levels from renowned studies are put to test on flow scenarios of the Sarawak River in the deltaic city of Kuching, Malaysia. Three cases are drawn for investigation, including one extreme flood event, one normal flow with low tide, and another normal flow with spring tide.

Findings

The model predicts a worst case that nearly 5‐6 km2 of urban land along the Lower Sarawak River would be under water due to the rise.

Practical implications

Such an indication would draw a clearer picture for strategy and mitigation planning.

Originality/value

Generally sea level estimation involves ocean‐atmospheric modelling. However, the paper argues here that a river model is credible for practical hydrological site‐specific analysis to include increase of sea levels.
Dealing with mass death in disasters and pandemics
Authors: Scanlon Joseph , McMahon Terry
Published: May 2011

Purpose

There are many differences in how authorities handle the dead during mass death incidents involving disasters and pandemics. These differences would suggest that planning for a disaster death and planning for a pandemic death should be done separately. This may be true to some extent, however, there are many similarities between the two that this article will seeks to examine. The main objective of this study is to show that planning for both disasters and pandemics should either be done by a single entity that coordinates both types of responses, or by agencies that communicate closely and frequently.

Design/methodology/approach

This study compared mass death incidents predominantly within the Canadian historical record, including disasters and pandemics. It took a specific look at the influenza pandemic of 1918 in North America and how the dead were handled.

Findings

Both disasters and pandemics offer unique challenges in handling the dead and documenting the incident. In a pandemic the cause of death is usually clear, while in a disaster it is not always understood. However, the similarities they hold in common must not be overlooked. They will involve immense and complicated amounts of paperwork, cause a shortage of supplies (be it medical, food or otherwise) and create the need for assistance.

Originality/value

The research finds that though disasters and pandemics are often handled differently by the various agencies involved, they should be treated alike and dealt with in the same manner.
Measuring people's preferences for cyclone vulnerability reduction measures in Bangladesh
Authors: Asgary Ali , Halim Abdul
Published: May 2011

Purpose

This paper aims to examine people's preferences for alternative cyclone vulnerability reduction measures in cyclone prone areas of Bangladesh.

Design/methodology/approach

A choice experiment (CE) method has been implemented based on the pressure and release (PAR) vulnerability model. Data were collected from a sample of households in two districts of Bangladesh in winter 2008.

Findings

The results of a choice experiment (CE) method conducted in selected areas of Bangladesh prone to cyclone hazards indicated that access to resources is viewed as the most influential factor in cyclone vulnerability reduction options. Findings support the pressure and release model (PAR) of vulnerability analysis. Access to training and education and cyclone warning systems are also found to have significant impacts on households' choices of cyclone vulnerability reduction. Structural mitigation measures and access to power and decision making, though significant, were found to have the least impact.

Research limitations/implications

The paper shows that the choice experiment method is a good technique for understanding people's preferences for vulnerability reduction measures.

Practical implications

The paper concludes with a policy recommendation for governmental and non‐governmental agencies to focus on vulnerability reduction measures that tackle the root causes of vulnerability.

Originality/value

This is the first time that the choice experiment method has been used for cyclone vulnerability analysis, and it provides quantitative supports for the PAR model.
Leadership in complex, stressful rescue operations
Authors: Sjoberg Misa , Wallenius Claes , Larsson Gerry
Published: May 2011

Purpose

The purpose of the paper is to explore the universality of a qualitatively (grounded theory) developed model of leadership in complex and/or stressful rescue operations.

Design

The model was operationalised and tested on leaders (n=385) from the ambulance service, the police force, and the rescue services in Sweden. A questionnaire was operationalised from the codes and categories of the previously developed model.

Findings

The study showed that the most important factors in explaining the outcome of complex rescue operations were organisational climate before the incident, positive stress reactions, and personal knowledge of the co‐actors during the episode. Cases where the leader appraised that the situation could not be resolved with the available resources were characterised by less favourable ratings, irrespective of whether humans were perceived as being threatened or not. The strength of this controllability aspect was interpreted in terms of a professional action‐oriented identity.

Research limitations/implications

The results were affected by a high dropout rate and the fact that there were comparatively few large‐scale rescue operations.

Practical implications

The results may be valuable in both training and exercises with rescue operation commanders.

Originality/value

The paper presents a validation of a new, integrative, theoretical process model of leadership in complex, stressful rescue operations.
E‐recruitment creates order out of chaos at SAT Telecom
Authors: Pande Sharon
Published: May 2011

Purpose

This paper aims to examine the reasons for, and success of, e‐recruitment at SAT Telecom, India.

Design/methodology/approach

The paper focuses on the problems that SAT Telecom was facing with its traditional recruitment methods, why it chose the SAP e‐recruitment system and some of the lessons learned.

Findings

The paper reveals that savings of around 44 percent on recruitment costs have been identified. There is now less reliance on recruitment consultants and search agents. The average time to fill vacancies has fallen from 70 to 37 days. The cost per hire has dropped.

Practical implications

The paper reports that SAT Telecom believes that it has covered the cost of its investment in e‐recruitment software in less than a year.

Social implications

The paper claims that the e‐recruitment system could help SAT Telecom to recruit a more diverse workforce.

Originality/value

The paper highlights practical steps that companies can take to ensure the success of an e‐recruitment system.
Do your leaders pass the mirror test?
Authors: Briggs Hilary
Published: May 2011

Purpose

This paper aims to encourage human resource (HR) specialists to challenge leaders to take responsibility for areas of underperformance in their organizations rather blaming others or circumstances. It also aims to argue that, by learning from their experiences, leaders can become stronger and fitter.

Design/methodology/approach

The paper draws on the author's personal experience of leadership roles in multinational corporations and as a consultant working with small and medium‐size enterprises and corporate clients.

Findings

The paper concentrates on three areas for leaders to examine: how their strengths can become weaknesses; how they can miss seemingly obvious things; and how they handle people‐management issues.

Practical implications

The paper suggests actions for leaders and HR specialists to mitigate the impact of the areas reviewed, such as increasing self‐awareness, including linking any tools such as 360‐degree feedback to a leader's personal examples, building diverse networks of contacts and dealing with any people issues in a systematic way.

Social implications

The paper combines observations from more than 25 years of experience in diverse organizations and roles.

Originality/value

The paper targets leaders and HR specialists with an interest in developing leaders.
Australian firms fail to keep pace with rapid industrial‐relations reforms
Authors: Field James , Chelliah John
Published: May 2011

Purpose

This paper aims to highlight the difficulties faced by employers in complying with a quick succession of industrial‐relations legislation changes in Australia in recent times.

Design/methodology/approach

The paper draws on the results of a field survey of 352 Australian organizations undertaken between August and December 2009. The survey was completed by businesses in every state and territory in Australia except the Northern Territory. Collectively, the organizations surveyed employed more than 100,000 staff.

Findings

The paper reveals that the major challenge for most businesses appears to be the ability to maintain an effective human resources (HR) infrastructure to cope with the pace of industrial relations legislation changes in recent times.

Practical implications

The paper gives an insight into the level of risk that Australian employers face as a result of legislative non‐compliance. It guides managers and HR specialists in assessing the exposure of their organizations/clients to the risks identified.

Social implications

The paper reveals that a significant proportion of Australian businesses are failing to comply with the provisions of recent industrial‐relations legislation.

Originality/value

The paper focuses on organizational awareness and preparedness to undertake changes to meet changing legislative requirements and the potentially damaging outcomes associated with non‐compliance.
Interview with Julian Duxfield, Regional Human Resources Director for G4S
Authors: by Juliet Harrison Interview
Published: May 2011

Purpose

The purpose of this paper is to provide an interview with Julian Duxfield, Regional Human Resources Director for G4S, the world's leading international security solutions group, which specializes in outsourced business processes in sectors where security and safety risks are considered a strategic threat.

Design/methodology/approach

This briefing is prepared by an independent interviewer.

Findings

The paper reveals that Julian brings with him an extensive knowledge of G4S, having previously worked for G4S Cash Solutions as its HR Director for the past three years. Julian has had a wide ranging career in human resources (HR) spanning both the public and private sectors having been the HR Director for the Department of Transport and Carlsberg UK, as well as carrying out a number of HR management roles at Unilever plc.

Practical implications

The paper provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

Originality/value

Having worked within both the public and private sector, Julian is able to offer valuable insight into the role of HR within different types of organizations and highlights how a strong brand can influence employee engagement. He also discusses some of the key challenges facing HR professionals today, and offers advice on measuring the well being of your staff.
Challenges faced by graduate business education in Southern Africa
Authors: Temtime Zelealem T. , Mmereki Rebana N.
Published: May 2011

Purpose

The purpose of this paper is to examine the degree of satisfaction and perceived relevance of the Graduate Business Education (GBE) programme at the University of Botswana.

Design/methodology/approach

A self‐administered questionnaire and face to face interviews were used to collect data from Master of Business Administration (MBA) participants on their reason for studying MBA, level of satisfaction, and the extent to which the skills and experiences obtained correlate with those required by the corporate world. The data were analyzed using simple descriptive statistics.

Findings

The majority of the respondents are male adults attending part time MBA classes and working full time in administrative positions in the public and private sectors. The study found that improved managerial skills, career development and broader business insights are major reasons for joining the MBA programme, while employability and economic gains were ranked low as driving forces. Even though the overall satisfaction with the programme is mixed and inconclusive, the MBA programme has assisted participants to develop basic management and administration skills. However, the programme puts greater emphasis on conceptual, technical and analytical skills than on problem solving, innovation, communication and entrepreneurial skills which are perceived to be most needed by employers, implying a relevance gap. What the MBA participants learnt does not correlate with what they perceived to be most needed by employers.

Research limitations/implications

Since the findings are based on perceptions of MBA participants, the conclusions drawn from these findings must be considered tentative and interpreted with care. Future research must include representative sample of all MBA stakeholders such as faculty, students, graduates, employers and administrators to get rich information about quality of inputs, processes and products of MBA programme.

Practical implications

There is strong need for the MBA programme to integrate traditional management and administrative skills with experiences and skills relevant for today's world of work. Bridging the growing theory‐practice gap requires attracting professors with practical business experience, revising staff recruitment policies and procedures, establishing formal partnership with external organization, and develop long‐term strategies to reduce teaching load and staff turnover.

Originality/value

Most of the studies on the relevance and quality of GBE programmes are conducted in western higher education institutions, very little has been done in African universities. This is the first of its kind in the context of Botswana, an important contribution to existing literature and foundation for further advanced studies in the area.
The Standard of Quality for HEIs in Vietnam: a step in the right direction?
Authors: Tran Nga D. , Nguyen Thanh T. , Nguyen My T.N.
Published: May 2011

Purpose

The purpose of this paper is to provide a critical analysis of the Standard of Quality for higher education institutions in Vietnam which was developed in response to an urgent call for a fundamental reform to enhance the quality of educational provision, particularly of teaching and learning.

Design/methodology/approach

The standard and some related legislative documents such as the Education Act 2005 and the national curriculum frameworks are critically reviewed against a student‐centred approach in education, the theory of constructive alignment, and definitions of quality. In addition, the experiences of the second author, who was involved in the first phase of the Accreditation Program, proved to be invaluable in shedding light onto the evaluative criteria proposed in the standard.

Findings

While the establishment and development of the standard have been welcomed as the right step in addressing quality‐related concerns across the sector, its evaluative criteria do not appear to point in the right direction. Throughout the standard, criteria on outcomes of student learning are not given due priority. Owing to the lack of emphasis on the presence of students and their learning – core components in any educational activities – it seems less likely that implementation of this standard will lead to radical changes towards a student‐centred approach in teaching and learning.

Originality/value

Analysis presented in the paper lends itself to examination of the decision making process concerned with quality assurance and its implementation. Lessons learned from Vietnam in this quality assurance exercise may be useful for countries seeking to adopt a similar approach.
Triple‐loop learning in a cross‐sector partnership
Authors: Ameli Patrizia , Kayes D. Christopher
Published: May 2011

Purpose

This paper aims to build on notions of a higher level of organizational learning to suggest another dimension: interorganizational learning that emerges in a cross‐sector partnership.

Design/methodology/approach

A case study was conducted with the DC Central Kitchen (DCCK) partnership with for‐profit and governmental entities. Research methods included interviews with the founder, CEO, and manager responsible for the relationship with partners; direct observation during volunteer work at DCCK; and review of archival data and physical artifacts.

Findings

At the organizational level, DCCK was a learning organization because the principal variables – culture, strategy, shared vision, and knowledge management – were focused on learning. At the interorganizational level, the network was like a constellation of organizations. DCCK had many dyadic relationships with its partners, but the partners were not always interconnected with one another. Triple‐loop learning occurred in DCCK but was not yet developed among partners. DCCK benefited the community both tangibly, as seen in its education projects, and culturally, by giving a more central role to the nonprofit organization in the economic system.

Originality/value

The paper illustrates the value of interorganizational learning across two or more sectors of organizations.