bluuebunny/crossref_metadata_2025 huggingface dataset:
Reinventing program design
Authors: Barnett Carole K. , Shore Barry
Published: February 2009

Purpose

The purpose of this article is to build a framework for thinking about radical program redesign as a broad, forward‐looking, sustainable institutional change process rather than a traditionally narrow, periodic “project” aimed primarily at comparisons with past performance. The paper seeks to examine the transformational journey of a US public research university's AACSB‐accredited business school during its efforts to reinvent itself for the long term after decades of unsatisfactory continuous improvement initiatives. The key success factor is developing more of a learning‐oriented culture to enable ongoing performance monitoring and corresponding variations in strategies, structure, and action.

Design/methodology/approach

The paper takes the form of a qualitative case study.

Findings

Initiating radical change in educational institutions requires some type of crisis without which there is a remarkable deficiency in faculty members' motivation to learn. Once awakened by compelling data that disconfirm their illusions of effectiveness, a critical mass of faculty members can readily lead cultural and structural changes that enable ongoing advances in their programs and colleges. Sustainable planned change depends on a culture of disciplined commitment to data, information, and knowledge that are effectively communicated by the principal change agent and swiftly translated into new, appropriate action.

Research limitations/implications

This is a single case study of a US business school whose cultural and political nuances may differ from non‐US educational institutions, thereby limiting the value of the learning process and outcomes that are reported. In addition, the paper describes and explains a relatively short‐term four‐year change process whose assessment would no doubt benefit from a seven to eight‐year retrospective analysis.

Practical implications

The paper illuminates many of the commonly observed cultural and political dynamics in educational institutions that both promoted and inhibited the faculty's progress during the redesign, and considers the faculty's future path based on perceptions about the challenges that emerged from its recent transformation. Other business school faculty can distil insight from the report to guide their own journeying.

Originality/value

This is one of a very small number of theoretically grounded reports of a graduate faculty's efforts to redesign its MBA program for a creative, good fit with twenty‐first century global economic realities. More and more business schools are starting to move in a similar direction to this and their faculties could gain a great deal from the experience reported here.
Implementing a common library system for the Lesotho Library Consortium
Authors: Taole Nthabiseng , Dick Archie L.
Published: February 2009

Purpose

This paper seeks to report on an investigation of the implementation of a common library system for the Lesotho Library Consortium (LELICO). The outcome is to be a strategy for implementing the INNOPAC library system in LELICO.

Design/methodology/approach

The paper drew on a survey of LELICO member libraries and the experiences of selected consortia and libraries in the Southern African region. The level of automation, financial status, preferred system properties, and the modules required by LELICO member libraries were the main areas of investigation. Data were collected through questionnaires and interviews. Questionnaires were sent to the 12 heads of the LELICO member libraries, and there were follow‐up interviews with five library heads. Relevant sources were consulted to provide additional information.

Findings

It was found that financial constraints influenced levels of computerisation in the majority of LELICO member libraries. It was also found that the required modules are: Acquisitions, Cataloguing, Circulations, Management Information, OPAC, and Serials. The system properties of Functionality, Usability, Support and Training, and Vendor were considered important for a common library system. The experiences of selected consortia and libraries in the Southern African region showed that the INNOPAC library system is the most suitable for LELICO.

Practical implications

The paper proposes a strategy for implementing the INNOPAC library system in LELICO, and makes recommendations for member libraries.

Originality/value

The findings may be useful to other small, multi‐type consortia considering the implementation of a common library system.
Job description requirements for systems librarians in Iranian university libraries
Authors: Hossein Farajpahlou Abdol , Danesh Farshid
Published: February 2009

Purpose

The aim of this paper is to prepare and propose a job description for and identify the organizational position of systems librarians in university libraries in Iran.

Design/methodology/approach

The required data were collected in two ways: literature review and survey of opinions. The respondents completed a questionnaire designed by the researchers in order to specify the skills, duties, characteristics and other qualifications of the librarians in Iranian university libraries. The material covered by the questionnaire was extracted from the existing cultural and organizational structure systems librarianship texts and their recruitment advertisements. Differences between Iranian university libraries and those of developed nations are noted. The research population included all administrators and supervisors of information sections in university libraries of Iran.

Findings

It was found that in Iran information sciences librarians require assistance from computer experts, since the IT training programme on offer does not meet the required standard. This has resulted in a reduced ability to perform their duties adequately, prompting the proposed survey for the purpose of producing a revised job description.

Practical implications

Based on the findings of this research, a job description is formulated for systems librarians in Iranian university libraries. The job description thus presented includes: responsibilities, skills, job features, factors, tools of work, condition of work environment, intellectual capabilities required, body posture, and required technologies.

Originality/value

The survey is unique in that the focus is on an Iranian systems librarian's job description based on requirements resulting from the opinions expressed by the managers and the librarians of the Iranian university libraries. Its structure therefore corresponds to the occupations widespread in Iran.
Use of electronic resources in business school libraries of an Indian state
Authors: Swain Dillip K. , Panda K.C.
Published: February 2009

Purpose

The purpose of this paper is to look at the prolific growth of electronic resources during the last decade. The standards and strategies are sought to access and organize the abundance of e‐resources and to ensure free flow of information to the user's community. This survey attempts to measure the quantum of e‐resources accessed in the academic ambience of Business School libraries in Orissa (India). Moreover, the study attempts to examine to what extent Electronic Information Services (EIS) are offered to users of Business School libraries in the State with an opinion pool of the librarians of the respective Business Schools. Furthermore, the study aims to highlight problems and constraints faced by the information professionals in accessing e‐resources and delivering electronic information services with some constructive suggestions and remedial measures for the ensuing bottle‐neck.

Design/methodology/approach

The paper highlights the availability of e‐resources and critically examines the quantum of their use in Business School libraries of Orissa and the crucial role played by the information professionals in providing electronic information services to users through the findings based on responses from structured questionnaires. The SPSS package is used for analysis of data.

Findings

The paper arrives at the conclusion that the internet‐based e‐resources are being well used compared with CD‐ROM databases. Premier web search options like Google and Yahoo! are the most frequently used search engines, while the other searching options are less used. Availability of some key online databases are exclusively confined to only a selected few B‐School libraries of the State.

Practical implications

The paper restricts the study exclusively to e‐resources as the type of material and the librarians of 25 major Business School libraries of Orissa (India) as the respondents in its scope of discussion.

Originality/value

The paper sheds some light on the use of e‐resources in Business School libraries of Orissa (India) with some constructive suggestions for the development of the platform of electronic resources and services.
Impact and use of e‐resources by social scientists in National Social Science Documentation Centre (NASSDOC), India
Authors: Haridasan Sudharma , Khan Majid
Published: February 2009

Purpose

The purpose of this paper is to present the fact that electronic resources are a significant part of library collections. A large amount is invested in the development and management of e‐resources in the libraries. The study aims to identify the acceptance of e‐resources in the National Social Science Documentation Centre (NASSDOC) library in New Delhi, India and determine their usage, performance, degree of user satisfaction, and barriers faced in the access of e‐resources. It also attempts to find out the users' views about computer literacy among the social scientists.

Design/methodology/approach

The study focuses on the impact and use of e‐resources by social scientists pursuing research in the NASSDOC library. The data were collected from the entire population of social scientists at NASSDOC through a questionnaire accompanied by personal interview. This was further analysed using statistical techniques and percentages to arrive at qualitative and quantitative results.

Findings

The major findings of the study indicate that respondents are aware of the e‐resources (such as e‐books, e‐journals, e‐encyclopedias, e‐theses, CD‐ROM databases, e‐mail, internet and the OPAC). Large numbers of research scholars and faculty members are using these e‐resources for their research work. Many faculty members strongly agreed with the necessity for computer and internet literacy to access information. A majority of users were satisfied with the e‐resources available at the NASSDOC library.

Originality/value

This is one of the first surveys conducted to identify the need and importance of e‐resources in a specific Indian library (NASSDOC) as well as the requirement for information literacy to enhance the use of available resources in the social sciences. It should pave the way to showing the value of such e‐resources for scholarly research in India.
IT in special libraries in Bangladesh: a case study
Authors: Islam Anwarul , Panda K.C.
Published: February 2009

Purpose

The purpose of this paper is to assess the current status of special libraries of Bangladesh and their ability to adapt information technology (IT) in various library operations and services.

Design/methodology/approach

The study is based on the case study method. A structured questionnaire was distributed among the special libraries of Bangladesh to uncover the status of using IT by those libraries.

Findings

Being a developing country, Bangladesh is confronted with certain problems to introduce IT‐based services and other facilities in the special libraries. The study has revealed the embryonic state of IT in the special libraries of Bangladesh.

Originality/value

The paper is an original case study on the application of IT in the Special Libraries of Bangladesh. It will help web researchers to obtain a precise picture of the application of IT in these libraries. It will also help researchers to acquaint themselves with IT applications in libraries in a third world country.
A library circulation system for city and special libraries
Authors: Tešendić Danijela , Milosavljević Branko , Surla Dušan
Published: February 2009

Purpose

The aim of this research is to model and implement a software system for library circulation, so that all requirements of city and special libraries for electronic business with the library users can be fulfilled.

Design/methodology/approach

Object‐oriented methodology is used for modelling of information systems. Modelling is carried out in the CASE tool that supports the Unified Modelling Language (UML 2.0). The software architecture of the system is based on the software components and web services.

Findings

The result is a software system for library circulation. The application of the system supports the work with the local database (intranet), as well as with the remote database (internet). Also the application supports the work with different library formats (UNIMARC, MARC21 et al.).

Research limitations/implications

The system is integrated into the BISIS system so that communication with the system for cataloguing is carried out via the text server of the BISIS system. For this reason integration into the other library software systems requires an additional programming. This limitation can be solved through implementation of the software package for communication with the system for cataloguing. In this case, the integration into another library system should require only the implementation of the method of the corresponding interface for work with bibliographic records.

Originality/value

The contribution of the paper is in the system architecture that can be configured for work in the local intranet, as well as on the internet, and that is independent of the library record format. Also, the architecture enables integration of the application in different library systems.
Key factors for consortial success: realizing a shared vision for interlibrary loan in a consortium of Canadian libraries
Authors: McGillivray Sue , Greenberg Amy , Fraser Lucina , Cheung Ophelia
Published: February 2009

Purpose

The purpose of this paper is to identify the factors associated with the successful implementation of a shared interlibrary loan (ILL) system by the Ontario Council of University Libraries (OCUL), a consortium of 20 Ontario universities.

Design/methodology/approach

The paper is a descriptive review of the approaches taken in the consortial implementation of OCLC's VDX software. The paper elaborates on the building‐blocks and barriers to success as they were experienced, first by participants in OCUL's centralized implementation activities, and second at the local level by staff at Ryerson University Library, a member institution. Now end users can simultaneously search world‐wide catalogues, submit and track progress of requests, and receive materials rapidly. System functionality includes auto‐mediated interlibrary loans (direct requesting); use of link‐resolver software to transfer citation information from borrowing library catalogues to ILL request forms; and ISO peer‐to‐peer messaging.

Findings

Post‐implementation analysis reveals several key factors that contributed to the project's success. These include: planning, leadership, financial support, technical support, cooperation, staff commitment, communication, staff‐and end‐user centered focus, training and evaluation.

Practical implications

This may have broad application for similar complex projects.

Originality/value

The OCUL VDX implementation has achieved the originally expected economies of scale, service performance improvements and reduction in localized maintenance and system support. However, there have also been several unforeseen benefits such as the formulation and standardization of the OCUL ILL policies, and the development of Canada‐wide consortial reciprocal agreements. At the operational level, staff have had to adjust their management styles and develop confidence not only in their individual skills but also in cooperative thinking, reliance on centralized support, and in the overall system. Throughout the project the objectives have been clearly identified, and, for the most part, enthusiastically adopted, by consortium members. Recognizing that ILL is a service that is in transition, staff now look at business transformation and ways to identify, share and adopt best working practices.
Factors and characteristics of interlibrary loan use and non‐use
Authors: Porat Lynne , Fine Sara
Published: February 2009

Purpose

The aim of this study is to investigate whether there are differences between users and non‐users of ILDS and whether users of ILDS perceive certain factors as contributing to satisfactory ILDS outcomes.

Design/methodology/approach

The study employed survey research in the form of a specially‐compiled web questionnaire which was distributed by e‐mail to a sample of faculty and doctoral students at two Israeli research institutions.

Findings

One of the main findings was that an ILDS user is a senior, productive, humanities, faculty member – someone who frequently uses the library's services and resources, has a deep style of information‐seeking. An additional finding was that many non‐users of ILDS believed that all their research needs were met by the internet. The other main finding was that ILDS users who perceived the consulting of secondary information sources and receiving reference assistance prior to requesting ILDS as being beneficial, achieved satisfactory ILDS outcomes which exceeded their expectations and which were ultimately integrated into their research.

Practical implications

The findings contribute to librarians' understanding of users and non‐users of ILDS and may enable them to identify and encourage potential ILDS users and find ways to promote satisfactory ILDS outcomes. Future research could study whether users of ILDS actually produce better quality research than non‐users.

Originality/value

The research shows that ILDS users have a deep style of information‐seeking and uncovers the reasons for non‐use of ILDS. In addition, it confirms Stone's (1983) finding that secondary information sources promote patron satisfaction with ILDS outcomes.
Interlending and document supply: a review of the recent literature: 66
Authors: McGrath Mike
Published: February 2009

Purpose

The purpose of this paper is to provide a review of the most recent literature concerning document supply and related matters.

Design/methodology/approach

The approach is based on the reading of over 150 journals as well as monographs, reports and web sites.

Findings

Electronic books remain a minority market but the literature at least remains optimistic and readers are improving in quality and acceptability. Open access continues to grow but with continuing and widely differing views on its impact. Recent mandating decisions will mean a step change in both the creation and the growth of institutional and subject repositories. Increasing concerns are being expressed about the monopolistic implications of Google and there are some stout counter‐arguments. A number of interesting articles on document supply show it to be in robust health.

Originality/value

The paper represents a useful source of information for librarians and others interested in document supply and related matters.
Who uses the interlibrary loan and document delivery service and what do they request? A case study at the University of Western Australia
Authors: Benn Jill
Published: February 2009

Purpose

The purpose of this paper is to report on a review of interlibrary loan and document delivery activity by academics and postgraduate students in the Faculty of Arts, Humanities & Social Sciences at the University of Western Australia.

Design/methodology/approach

The paper analysed statistical data and requests made over a one‐year period.

Findings

The analysis identified who used the service and for what purpose. Although there was a decline in the use of the service overall, there was an increase in activity in the Faculty of Arts. Many of the items requested via interlibrary loan fitted within the scope of the Library collection.

Originality/value

The paper provides evidence that monographs remain integral to scholars in the arts and that this type of analysis can contribute to effective collection development.
Resource Discovery at the British Library
Authors: Stewart Mandy
Published: February 2009

Purpose

The purpose of this article is to explain some of the developments taking place at The British Library to make its records and the material behind the records more easily accessible to users. Two other new services are described that increase accessibility to the collections but are not directly under the Resource Discovery office.

Design/methodology/approach

The paper adopts a descriptive approach.

Findings

The Resource Discovery department will continue to work on projects, which provide better, more streamlined access to the BL collections and to keep abreast of technological developments to ensure that access is also provided to the increasing amount of digital material, which will be collected in the future.

Originality/value

The paper provides a readable insight into current developments for both on‐site and remote access to the vast collections of The British Library.
Web 2.0 Expo in New York: building online communities
Authors: Kesselman Martin
Published: February 2009

Purpose

The purpose of this paper is to report on the Web 2.0 Expo in New York.

Design/methodology/approach

Conference report.

Findings

The conference was geared primarily to the business community with talks, presentations, and exhibits that focused on developing Web 2.0 strategies to get consumers to visit and revisit their web sites.

Originality/value

Presents some of the highlights from the conference.
Developing a library toolbar
Authors: Jones Elizabeth
Published: February 2009

Purpose

The purpose of this article is to review the toolbar creation service, Conduit™ and provide instruction for configuring the toolbar search box.

Design/methodology/approach

This article is based on the experience of the Dulaney‐Browne Library while developing a library toolbar using Conduit™.

Findings

Conduit™ is a free service for creating toolbars to use with Mozilla Firefox and Internet Explorer. Conduit™ is user‐friendly and initiative. However, there is a compatibility issue with the internet explore version and the Ebrary Reader ActiveX Control.

Originality/value

This paper offers helpful tips on developing a library toolbar.
Web‐based legal information services and academic law libraries in Nigeria
Authors: John‐Okeke Rita
Published: February 2009

Purpose

This article seeks to discuss the need for a web‐based information delivery system in academic law libraries in Nigeria. It highlights the benefits of harnessing interactive web technologies to provide the kind of information which legal scholars and researchers need to find the law, interpret the law and apply the law to solve societal problems.

Design/methodology/approach

A literature survey was carried out to support the proposal for a web‐based legal information service in Nigerian academic law libraries; visits to the websites of universities that have law faculties were also made.

Findings

Most of the libraries in law faculties, law schools and legal institutes are not utilizing web technologies such as blogs, Wikipedia, really simple syndication feeds, instant messaging, streaming media, podcasting and tagging. Lack of IT skills, finances, and government support are the major problems facing these libraries.

Practical implications

It should sensitize Government, library schools, library associations and information professionals to the challenges of ICTs.

Originality/value

Web‐based information delivery is relatively new in Nigerian libraries. This work will serve as a reference source.
Using a wiki to publish a research guide
Authors: Mason Elisa
Published: February 2009

Purpose

The purpose of this article is to describe the use of wiki to publish a guide to the forced migration reference literature.

Design/methodology/approach

A case study format is employed to review the process of choosing an online publishing option, and selecting, building and maintaining the wiki.

Findings

A wiki is an easy way to present a lot of material to a wide audience.

Originality/value

The article discusses the first major wiki to be developed as a reference source for the forced migration information community.
Who will be responsible? The authentication and preservation of government digital information
Authors: Walsh John
Published: February 2009

Purpose

The purpose of this paper is to discuss the authentication and preservation of government digital information. The Government Printing Office (GPO) has been the official distributor of government information for 147 years and charged with assuring authenticity of all published government documents. Most federal information is now “born digital” and the GPO is evolving into an electronic information repository. Digital technology has made editing and altering documents easy, making authentication a prominent issue. Through the Federal Depository Library Program (FDLP), the federal depository libraries (FDLs) have been providing preservation and access to government information for almost 200 years. In its 2007 Annual Report, the GPO claims its planning on assigning the duties of authenticating and preserving electronic documents to the FDLs.

Design/methodology/approach

Areas discussed include the GPO and authentication, the FDLP, the depository libraries and preservation, policy and technological changes, and organizational change.

Findings

This paper argues that depository libraries are unprepared for this responsibility and recommends changes before the transition.

Originality/value

The changes could help make the transition successful and encourage continued collaboration between GPO and the depository libraries.
Kautilya on principles of taxation
Authors: Sihag Balbir S.
Published: February 2009

Purpose

The purpose of this paper is to present Kautilya's principles of taxation during the fourth century BCE.

Design/methodology/approach

Modern tools of economic analysis are used to present Kautilya's principles on income taxation.

Findings

Kautilya implicitly suggests a linear income tax. He emphasizes fairness, stability of tax structure, fiscal federalism, avoidance of heavy taxation, ensuring of tax compliance and subsidies to encourage capital formation.

Research limitations/implications

According to Kautilya, some linkage between the ability to pay (i.e. provision of a safety net to the poor, old and the sick) and the benefit principle may be better than the current approaches, which treat the ability to pay and the expenditure side of the taxation separately.

Practical implication

Ensuring tax compliance and avoidance of heavy taxation are the most important ingredients of a sound fiscal policy.

Originality/value

The paper presents the very first growth‐oriented fiscal policy along with a provision of a safety net.
Kautilya on international trade policies
Authors: Sihag Balbir S.
Published: February 2009

Purpose

The purpose of this paper is to present Kautilya's ideas on international trade.

Design/methodology/approach

A non‐technical descriptive approach is followed.

Findings

Kautilya implicitly proposes a theory of gains from trade and recommends imports promotion rather than export promotion.

Research limitations/implications

It is indicated that our current understanding regarding international trade during ancient times is quite inadequate.

Practical implications

There will be no need for current endless negotiations if countries commit themselves to Kautilya's policy of import promotion.

Originality/value

The paper provides insights into trade patterns during the ancient times.
A comparison of consumer views of traditional services and self‐service technologies
Authors: Cunningham Lawrence F. , Young Clifford E. , Gerlach James
Published: February 2009

Purpose

Few marketing studies look at service classifications for self‐service technologies (SSTs) and none directly compare consumer‐based perceptions of traditional services to SSTs. To fill this gap, this study aims to examine how customers perceived traditional services and SSTs on service classifications criteria proposed by Lovelock, Bowen and Bell.

Design/methodology/approach

In two separate studies consumer ratings for each classification method on each service were obtained. Using multi‐dimensional scaling (MDS), 13 traditional services and 12 SSTs were separately mapped onto a perceptual space of service classifications.

Findings

The comparison of the two perceptual spaces reveals that consumers viewed the classifications of convenience, person/object, and delivery for SSTs differently than that for traditional services. The classifications of traditional services were represented by two dimensions of customization/standardization and person/object. In contrast, the classifications of SSTs were represented by two dimensions of customization/standardization and separability/inseparability. Thus the description of the underlying dimensions of services varied by traditional services or SSTs.

Research limitations/implications

It is possible that the results of the MDS were influenced by the use of preset classifications. Results may also be influenced by the authors' choice of MDS method. Further research is needed regarding the classification of SSTs and the use of these classifications for SST design.

Originality/value

This research extends previous consumer‐based classification research by including SSTs. The findings identified separate typologies for SSTs and traditional services. The typologies should be of interest to both researchers and managers who are interested in how SSTs are perceived by consumers.
Consumer perceptions of internet‐based e‐retailing: an empirical research in Hong Kong
Authors: Liao Ziqi , Shi Xinping
Published: February 2009

Purpose

This paper aims to explore consumer perceptions of Internet‐based e‐retailing in a highly concentrated retail market environment.

Design/methodology/approach

The present research incorporates market and social factors to examine consumer attitude and behavioral intention to use internet‐based e‐retailing based on the survey data collected from individuals in Hong Kong.

Findings

The empirical results suggest that perceived usefulness and perceived ease of use have positive impact on consumer attitude towards e‐retail business. The easily accessible local retail market and the concern about risk in the virtual environment significantly affect consumer attitude and behavioral intention to use e‐retailing. However, consumers may consider using e‐retailing if they are influenced by particular social groups.

Research limitations/implications

Future research can be carried out along similar contextual dimensions to explore consumer behavior and critical success factors of e‐retail business in different geographical environments and social contexts.

Originality/value

The present findings have theoretical and practical implications for managing and developing e‐retail business.
Revenue management: the impact on business‐to‐business relationships
Authors: Lorna Wang Xuan , Bowie David
Published: February 2009

Purpose

This paper aims to explore the links between revenue management and business‐to‐business (B2B) relationships and explains how revenue management can both support and damage B2B relationships.

Design/methodology/approach

A single case study method was employed to conduct qualitative research into a company and its key accounts. In‐depth data were collected from three divergent sources (company revenue managers, company account managers and nine of the company's key accounts) through semi‐structured interviews, observations and document studies.

Findings

The research findings reveal that from the company's perspective, managers acknowledge that revenue management has positively influenced the process of identifying and analysing key account activities and conducting contractual decision making with key accounts. However, from the key accounts' perspective, revenue management practices were found to have significant negative consequences which damage trust and undermine long‐term relationships and commitment.

Research limitations/implications

Although the research findings cannot be generalised to other service sectors because of the single‐case study research method, the implications of this study suggest that the impact of revenue management practice on B2B relationships should be further investigated in a wide range of organisational and industry settings.

Practical implications

The research findings confirm the long‐held assumption that revenue management can negatively affect B2B relationships. The benefits of revenue management primarily reward the company, whilst long‐term B2B relationship development suffers from the short‐term consequences of the company's opportunistic behaviour.

Originality/value

This paper bridges the gap in the literature between revenue management and key account management. It also explores the conceptual incompatibility between revenue management and a long‐term relational approach to B2B relationships and provides evidence to support this proposition.
Linking the hierarchical service quality model to customer satisfaction and loyalty
Authors: Leisen Pollack Birgit
Published: February 2009

Purpose

The purpose of this paper is to reassess the properties of the hierarchical service quality model (HSQM) – a previously introduced service quality assessment tool. The HSQM views service quality as a three‐tiered concept with interaction quality, outcome quality, and physical environment quality as initial sub‐dimensions. The study aims to apply HSQM to two new service contexts and to further investigate the relationship between service quality, as measured by this instrument, and satisfaction and customer loyalty. To this end, five hypotheses are to be submitted to empirical tests.

Design/methodology/approach

The data for empirically re‐assessing the scale's properties and for testing the proposed hypotheses were collected from convenience samples of 250 customers of hairdresser/barber services and 300 customers of local phone service subscribers. The measurement model of the HSQM was re‐assessed using confirmatory factor analysis. The hypotheses were tested using structural equation modeling.

Findings

The results confirm the HSQM as predictor of satisfaction and loyalty. However, the results suggest that the significance of various service quality dimensions differs depending on the type of service.

Practical implications

From a managerial perspective, the HSQM is useful for assessing service quality at various levels. It allows firms to recognize problems in their delivered interaction quality, outcome quality, or the physical service environment.

Originality/value

The paper provides further evidence for the validity and reliability of the HSQM service quality measure.
Children's spirit
Authors: Boske Christa
Published: February 2009

Purpose

The purpose of this study is to increase awareness of the interactions among school leadership standards, cultural competence, and decision‐making practices for chief school executives.

Design/methodology/approach

To achieve this objective, 1,087 chief school executives, who were members of the American Association of School Administrators (AASA) in 2006, completed an electronic survey. Respondents rank‐ordered eight leadership standards, from most to least important. These standards focused specifically on diversity issues promoted through school leadership programs within the USA (American Association of School Administrators, National Council for Accreditation of Teacher Education and Interstate School Leaders Licensure Consortium). Chief school executives also completed a 12‐item survey identifying what training they received during their graduate studies to help them meet the needs of diverse student populations.

Findings

Respondents ranked the three most important diversity standards that promoted the success of all school‐age children; the remaining diversity standards that focused specifically on marginalized populations were ranked as less important. The least important diversity standard was the ability and willingness to reject any arguments of a one‐to‐one correlation between race and culture or race and intelligence. Respondents indicated that their school districts do not promote culturally responsive professional development – also that their school leadership preparation programs did not prepare them for equity issues emphasized in the national standards.

Practical implications

The findings suggest that chief school executives might not have the ability or willingness to validate the cultural and ethnic experiences of the school communities they serve.

Originality/value

Understanding the implications of responding to marginalization as an institutionalized concept is just beginning to surface in scholarship and research. The study increases awareness of the interactions among school leadership standards, cultural competence, and decision‐making practices for chief school executives and makes recommendations for practice and further research.
Learning the principal's future internal career experiences in a principal preparation program
Authors: Oplatka Izhar
Published: February 2009

Purpose

The purpose of this article is to describe the aims, rationale and design of a principal preparation programme that draws, partially, on career stage perspectives, and to provide an assessment report of it gleaned from two cohort groups of participants.

Design/methodology/approach

The programme was evaluated using two modes of inquiry: an open‐ended questionnaire aimed at examining the participants' perceived benefits of every course, and a semi‐structured interview with six participants intended to gain more understanding of the interpretations of the programme's unique contents.

Findings

Despite some criticism, most participants found the field‐based courses and those based on career‐stage theories to be of much benefit to their professional development, in terms of managerial awareness and identity. In contrast, courses that centred on broad knowledge or focused, to a large extent, on theories and academic knowledge were perceived to be of lesser importance.

Practical implications

It is suggested that those planning future principal preparation programmes should devise courses that handle issues of career transitions, early career stage, stress, burnout, mid‐career, self‐renewal and the like, to enable principal candidates to internalize the high complexity of the principal's role and the many barriers they are likely to encounter during their career cycle.

Originality/value

To the best of the authors' knowledge, the paper presents an initial attempt to incorporate knowledge from the area of career development in the form of specific courses that are intended to evoke an awareness of future internal career experiences of principals.
“I can survive on jam sandwiches for the next three years”
Authors: Maringe Felix , Foskett Nick , Roberts Dave
Published: February 2009

Purpose

The aim of this research is to draw from a project sponsored by the Higher Education Academy and undertaken jointly by researchers at the University of Southampton and The Knowledge Partnership UK, which aimed to investigate the likely impact of the recently introduced new fees regime on students' attitudes to HE and to issues of debt.

Design/methodology/approach

Based on a sample of 64 students approaching the end of their A level study in four Further Education Colleges in the South and North of England, the research utilised focus group interviews to seek views about the new fees regime which were to be introduced in September 2006 throughout the country.

Findings

The research found that, while the issue of debt was a significant concern for many students, the desire to go to university either immediately or in the long term, remained a strong priority for the students. Different types of debt aversion, including risk debt aversion, sticker type debt aversion, value‐based debt aversion and life‐style debt aversion, were evident from the students' discourses.

Originality/value

Overall, sufficient evidence was not found to support the general belief that issues of student debt would significantly dissuade students from participating in HE. Rather, it was found that students were more likely to be rational in their decisions, as long as the increased fees would add value to their HE experience. Significantly, the research discovers a new form of debt aversion among the participants. HE institutions need to be aware of the variety of forms of debt aversion in order to plan for more strategic recruitment in a new fees and debt economy.
Monitoring student engagement for intercollegiate athletics program review
Authors: Symonds Matthew L.
Published: February 2009

Purpose

The purpose of this study is to examine the impact that athletics participation in both revenue and non‐revenue intercollegiate sport had on the engagement of students as measured by the National Survey of Student Engagement. In addition, the study reported results to the institution's athletics department for application as a tool for program review.

Design/methodology/approach

The study employed a factorial design using self‐reported data from a cooperating institution. The independent variables examined were participation in intercollegiate athletics (athletes vs non‐athletes) and the sport type (revenue sports vs non‐revenue sports). Measures of student engagement were the dependent variables in the study.

Findings

Descriptive analysis revealed that athletes were as engaged as their non‐athlete peers and suggested that revenue sport participants were not as engaged as their non‐revenue sport counterparts. Univariate ANCOVA analyses uncovered significant differences between both categories of independent variable – athletes/non‐athletes and revenue/non‐revenue sport participation.

Research limitations/implications

The study was limited by the degree to which all participants answered the questions in the National Survey of Student Engagement honestly and accurately. Since athletics participation is determined by self‐selection, inherent differences among athletes and non‐athletes may exist and were not explored in the study.

Practical implications

Through examination of institutional data, athletics practitioners may gain information to guide policy and practice.

Originality/value

The study illustrates how institutions may capitalize on institutional research data to evaluate, review, and improve specific programs.
Performance measurement and accountability in an Australian fire service
Authors: Kloot Louise
Published: February 2009

Purpose

New public management (NPM) techniques have been widely adopted in Australian public sector organisations. NPM stresses the concept of accountability, and the importance of reporting mechanisms. Government and semi‐government authorities provide annual reports, but the usefulness of these annual reports in assessing operational in addition to financial performance is open to question. This paper aims to ask what performance measures are important in the context of the provision of fire services.

Design/methodology/approach

Using content analysis, this study analyses and evaluates publicly available annual reports of fire services to determine operational and financial performance in the Australian state of Victoria, which has three different fire service organisations.

Findings

The study finds that annual reports are based on financial results, some basic performance measures and narrative describing some operational results. Stakeholders are well served by financial reports, but find difficulty in assessing operational performance trends and comparative operational performance of the three different organisations. Few operational indicators are published, despite prior problems in fire services that have lead to parliamentary enquiries. The lack of publicly available performance measures results in reduced levels of accountability to external stakeholders.

Practical implications

The study indicates that the lack of useful performance measures impacts negatively on the demonstration of accountability to external stakeholders. Fire services management can use this information to improve their reporting and demonstration of accountability to external shareholders such as government and the community.

Originality/value

The study extends the work of Carvalho et al. on the reporting practices and performance measures of Portuguese and British fire services and suggests a range of performance indicators that may be appropriate for fire services to enhance their accountability.
Attaining improved resilience to floods: a proactive multi‐stakeholder approach
Authors: Bosher Lee , Dainty Andrew , Carrillo Patricia , Glass Jacqueline , Price Andrew
Published: February 2009

Purpose

There is a need to proactively address strategic weaknesses in protecting the built environment from a range of hazards. This paper seeks to focus on the mitigation for flood hazards in the UK; particularly in understanding the extent of the problem, collating key guidance and legislation related to flood hazard mitigation, identifying who the key construction decision makers are and the most opportune stages of the Design‐Construction‐Operation Process when they need to make their key decisions.

Design/methodology/approach

A pluralistic research design was adopted for the study, which included a UK‐wide questionnaire survey and a set of semi‐structured interviews involving a range of professionals from construction, planning, insurance, emergency management and local/national government agencies was undertaken.

Findings

Despite the publication of a range of guidance on flood hazard mitigation in the UK there is still insufficient evidence that key construction stakeholders are playing an active role in mitigating flood risk. The pre‐construction phase of a building's life cycle is identified as is the most critical stage when key stakeholders need to adopt flood hazard mitigation strategies. The socio‐institutional constraints to the proactive attainment of built‐in resilience are highlighted as are recommendations as to how these constraints can be addressed.

Research limitations/implications

The paper reports on the provisional findings of an ongoing project but these findings nonetheless provide essential foundations for the latter development of the PRE‐EMPT toolkit and also raise some important considerations about flood resilience in the UK.

Originality/value

The findings presented reveal how stakeholders should be better involved, and what issues they need to address, regarding the integration of built‐in resilience into construction decision making.