bluuebunny/crossref_metadata_2025 huggingface dataset:
The evolution of township and village enterprises (TVEs) in China
Authors: Liang Xue
Published: July 2006

Purpose

This article presents a summary of the development and current status of township and village enterprises (TVEs) in China, examines the latest development in property restructuring in TVEs and explores the key challenges facing TVEs.

Design/methodology/approach

This paper is a reflection of the key policies that were conducive to the development of township and village enterprises.

Findings

This article argues that the further development of rural enterprises in China should focus on a number of policy issues, including promoting private enterprises, upgrading industrial structure, developing the agri‐food processing industry, improving quality and branding, encouraging business concentration in towns, and encouraging regional economic and technical collaborations.

Originality/value

The article highlights the trajectory of the development of township and village enterprises in China and the lessons that have been learnt in the process.
Chinese entrepreneurship and small business development: an overview and research agenda
Authors: Li Jun , Matlay Harry
Published: July 2006

Purpose

This paper aims to focus on three main strands of research relating to entrepreneurship in China: the role of local governments in the development of entrepreneurial activities in twon and village‐based enterprises (TVEs); institutional environments and strategic responses of private firms; and culture and its impact upon entrepreneurship. It aims to suggest a tentative research agenda and offer directions for further research.

Design/methodology/approach

The paper employs a critical review approach to research on entrepreneurship and small business development in China.

Findings

It is suggested that the combination of local entrepreneurial state theory with an analysis of the institutional environment at the macro level offers plausible explanations on the causes, context and extent of Chinese entrepreneurship development during the past two decades. The paper argues that existing theories need to be revised on a continuous basis, as ongoing reforms and developments redefine relationships between stakeholders and the wider economic environment in China.

Originality/value

The paper reviews progress to date and offers suggestions for further research. It posits that topics of future interest could include the changing relationship between stakeholders in both rural and urban areas, the impact of increasingly institutionalised environments on entrepreneurship and small business development, and longitudinal analyses of emerging models of entrepreneurial behaviour and growth.
Transforming CRE value through relationship management
Authors: McCarty Thomas D. , Hunt Richard , Truhan James E.
Published: July 2006

Purpose

To provide a roadmap for corporate real estate (CRE) directors to effect change in the way they deliver services through enhanced relationships with their “customers,” the users of CRE.

Design/methodology/approach

Previous studies and discussions of customer relationship management are combined with the authors' extensive experience to make a case for formalized change management processes and analyze specific methods for enhancing the effectiveness of these processes.

Findings

Relationship management integrates real estate processes into larger corporate processes, converting real estate opportunities into competitive advantages. The transition from a reactive to a proactive mode of service is aided by adoption of new mind sets and new skills sets, including tools and processes for communicating within the organization, enhanced financial/analytical acumen, and metrics for determining successful outcomes.

Research limitations/implications

Every CRE department faces unique challenges and opportunities which cannot be fully addressed in a paper designed for broad applicability.

Practical implications

CRE directors will recognize the challenges and opportunities they face and will learn about specific actions and initiatives they can implement to enhance their effectiveness though internal customer relationship management.

Originality/value

Applicability of change and customer relationship management processes to the CRE environment is a new area of focus and is mostly uncharted territory. This roadmap delves deeper than previous papers into specific methods for aligning real estate processes with the “voice of the customer” to further corporate objectives.
A framework for identifying and measuring value added by corporate real estate
Authors: Lindholm Anna‐Liisa , Leväinen Kari I.
Published: July 2006

Purpose

The purpose of this paper is to model how real estate strategies can add value to the core business, providing corporate real estate mangers with a tool to illustrate to corporate officers how real estate adds value to the firms.

Design/methodology/approach

The authors review previous research and interview 26 corporate real estate executives to examine what are common approaches to developing real estate strategies and measuring performance. They then model how real estate adds value to the firm and how that value can be measured.

Findings

Many firms do not recognize how real estate adds value to the business. While they may have a corporate real estate strategy, that strategy is often not developed in coordination with the overall business strategy. In addition, the performance measures being used by many companies focus solely on cost, not value added.

Practical implications

Corporate real estate's contribution to the core goal of wealth maximization can be modeled to illustrate the tangible and intangible effects real estate has financial performance. A structured approach to developing a real estate strategy in conjunction with the core business strategy, supported by a performance measurement system will allow corporate real estate executives to better communicate how corporate real estate is adding value to the firm.

Originality/value

Corporate real estate managers need better ways to illustrate, to corporate leaders, how they add value. This paper illustrates such a model with supporting operating decisions and performance measures.
Identifying and studying “best‐performing” services
Authors: Duffy Jo Ann M. , Fitzsimmons James A. , Jain Nikhil
Published: July 2006

Purpose

One of the fastest growing service industries is long‐term care. Identifying the best performers in the industry in terms of service productivity is difficult because there is no single summary measure of outcomes, particularly quality outcomes. The purpose of the paper is to show the potential of data envelopment analysis (DEA) as a benchmarking method in long‐term care.

Design/methodology/approach

The paper provides background information on the long‐term care industry and describes the DEA methodology and applications to long‐term care. Data originated from two data sources with four databases furnishing information on 69 long‐term care facilities used.

Findings

In the hypotheses tested it was found that most of the models showed that for profit nursing homes were significantly more efficient than nonprofit. The exception was in the model that included the condition of patients as a co‐production input and then there was no significant difference in efficient performance between ownership types.

Originality/value

The paper shows the value of DEA as a method of benchmarking in the context of long‐term care.
The internal performance measures of bank lending: a value‐added approach
Authors: Wei‐Shong Lin Peter , Albert Kuo‐Chung Mei
Published: July 2006

Purpose

To solve problems of overdue loans and bad debts, the research establishes the internal performance measures to monitor and enhance the operational qualities of the employees in the lending department.

Design/methodology/approach

The research utilizes the value‐added approach to analyze the lending production process and derive the internal performance measures to add value to lending activities.

Findings

Compared with final measures (data envelopment analysis, benchmark, and productivity measures), the internal performance measures proposed in this research would be more effective for evaluating the job performance of employees in lending activities. A comprehensive analytical framework that will improve the accuracy of analyzing a borrower's capacity and condition has also been constructed in this research.

Research limitations/implications

The conclusions in this research have been derived from deductive method. Some empirical study in confirmation of the conclusions in this research could be the direction for future research.

Practical implications

The practical implication of using internal measure to monitor the output quality of the employees in lending department is a reduction in the likelihood of employee's moral hazard behavior.

Originality/value

The past researches in measuring the performance of bank lending have focused on the final measures that are incapable of solving the problems of overdue loans and bad debts. The value of the internal performance measure approach would ease the lending operational risk that is one of the main purpose of Basel II.
Integrating quality function deployment and benchmarking to achieve greater profitability
Authors: Kumar Ashok , Antony Jiju , Dhakar Tej S.
Published: July 2006

Purpose

In this paper, the aim is to propose a framework for utilizing quality function deployment (QFD) and benchmarking in combination to chalk out an improvement plan that redesigns or modifies existing processes to a point where they consume the least amount of resources while imparting the maximum value (in the sense of customer satisfaction) to the output.

Design/methodology/approach

Using a real world case study, the paper demonstrates that the marriage of two tools – QFD and benchmarking – is synergistic in its import and vital to a company's strategic and financial superiority.

Findings

The product and process design was improved by using the combination of QFD and benchmarking techniques discussed in the paper. As a result, the company accomplished significant financial and strategic results.

Research limitations/implications

The case study includes competitiveness analysis at the first house of quality (HOQ) but not at the subsequent HOQ due to lack of information from the competitors. However, the paper demonstrates the competitiveness analysis at the first HOQ which can be extended to all subsequent HOQ.

Practical implications

The research would be useful to academicians and practitioners in developing their own integrated versions of QFD and benchmarking methodologies to improve their products and processes and gain strategic advantage.

Originality/value

Despite the mutual dependence between a firm's strategic and financial performance and the consequent dependence on market share and profitability, which can both be maximized using QFD and benchmarking, the research that employs both techniques is virtually non‐existent.
Understanding the challenges of implementing best practices in hospitality and tourism SMEs
Authors: Jessica Hwang Li‐Jen , Lockwood Andrew
Published: July 2006

Purpose

To provide insight into the barriers to the application of best practices in hospitality and tourism small‐ and medium‐sized enterprises (SMEs) in the UK.

Design/methodology/approach

In‐depth interviews were conducted with owners, managers and staff in 89 award‐winning business in the hospitality and tourism industry. Eight areas of best practice that arose from an initial pilot study were investigated in the sample population of SME's. With a holistic and multiple‐cases analysis approach, the case studies are assembled to form a portrait of hospitality and tourism in the UK.

Findings

Results suggest a model identifying seven key capabilities that underlie the adoption of best practices and six barriers to their implementation. The seven key capabilities for hospitality and tourism SMEs are customer focused goals, planning and control, partnering and networking, internal and external communication, achieving consistent standards, strategic workforce management, cash flow and performance management. The six barriers to implementing best practices were identified as changing demand, limited resources, lack of skilled labour, lifestyle, lack of competitive benchmarking and location, all of which could create turbulence in the operational environment.

Research limitations/implications

As hospitality and tourism SMEs appear to inherit characteristics derived both from the small and medium size of the operation and the nature of the industry sector, the implications of the model and the associated barriers may create obstacles to the benefits of competitive benchmarking and lead to a loss of the pride and passion and impede the growth of their business.

Originality/value

Considerable diversity is demonstrated amongst SMEs in relation to their use of strategies while confirming some of the difficulties and challenges inherent to the industry and endemic to smaller organisations.
Benchmarking customer service on the internet: best practices from family businesses
Authors: Levenburg Nancy M.
Published: July 2006

Purpose

The importance of using the internet to achieve competitive advantage has been well‐documented. An ever‐expanding array of technologies exist that enable firms to accomplish customer service online. Yet for many firms, determining which applications to employ can be perplexing. This study purports to examine the practices of service sector market leaders and measure performance results of adopting selected customer service applications. The aim was to identify inspirational targets and internet applications benchmarks among family owned businesses since for them, the importance of reputation may well hinge on providing outstanding customer service to the local community.

Design/methodology/approach

A six‐page self‐administered survey questionnaire was used to collect data from 374 family firms in West Michigan.

Findings

Findings suggest that while over 75 percent of firms use e‐mail to communicate with current customers and for customer service purposes, what distinguishes best practices is e‐mailing with prospective customers, targeting small or hard‐to‐reach markets, and adopting more sophisticated applications, including online product demonstration, ordering, delivery, and order tracking.

Research limitations/implications

Since, this study focused on family firms in the service sector, future research opportunities could come from examination of the impact of family business‐related characteristics on customer service strategy and practices, and comparison across industry sectors or markets served (B2B versus B2C).

Originality/value

The paper should be useful for academic researchers and business practitioners seeking guidance in terms of which e‐business applications to employ.
Success factors for achieving high service revenues in manufacturing companies
Authors: Gebauer Heiko , Friedli Thomas , Fleisch Elgar
Published: July 2006

Purpose

Despite the proven benefits of an extended service business, most manufacturing companies find it extremely difficult to increase service revenues successfully.

Design/methodology/approach

An extensive benchmarking project was conducted with a variety of firms in order to gain a better understanding of success factors aimed at increasing service revenue in manufacturing companies. By reviewing the first benchmarking findings with companies that struggled to achieve a high level of service revenue, additional insight into how service revenue is influenced by the success factors was gained.

Findings

This paper attempts to provide a better understanding of the necessary changes in a firm's activities, organizational structure and culture, and to demonstrate the impact of these factors on service revenue increases.

Research limitations/implications

The findings have some clear limitations. The main focus was on the German and Swiss machinery equipment manufacturing industries, and remarks are limited to these sectors. However, it is recommended applying the findings to other industry sectors which are confronted with similar problems.

Practical implications

The analysis and conclusions have significant implications for both researchers and managers. For service management theorists, this paper suggests that increasing service revenue in manufacturing companies is influenced strongly by several factors. All factors seem to be the right triggers for increasing service revenues in the desired manner. Monitoring these success factors and gaining an understanding of their impact, provides some guidance for managers seeking to create strong growth in service revenue.

Originality/value

This paper offers practical help to achieve high service revenues in manufacturing companies.
Interest rate risk and time‐varying excess returns for Asian property stocks
Authors: Hiang Liow Kim , Huang Qiong
Published: July 2006

Purpose

Aims to investigate whether the level and volatility of interest rates affect the excess returns of major Asian listed property markets within a time‐varying risk framework.

Design/methodology/approach

A three‐factor model is employed with excess return volatility, interest rate level and interest rate volatility as its factors. The generalized autoregressive conditionally heteroskedasticity in the mean (GARCH‐M) analyzes are undertaken on monthly excess returns of property stock indexes for the period 1987‐2003.

Findings

Property stocks are generally sensitive to changes in the long‐term and short‐term interest rates and to a lesser extent, their volatility. Moreover, there are disparities in the magnitude as well as direction of sensitivities in interest rate level and volatility across the listed property markets and under different market conditions. Overall, results indicate changes in the ARCH parameter, risk premia, volatility persistence and interest rate level and volatility effects before and after the 1997 Asian financial crisis. However, these noted changes are not uniform and depend on the individual listed property markets.

Originality/value

The findings enhance investors' understanding in financial asset pricing and complement existing evidence in international real estate. With the increasing significance of property stocks as real estate investment vehicles for international investors to gain property exposure in Asia and internationally, the paper is timely and provides the basis for more advanced research in international real estate investment strategies and capital asset pricing.
Real option premium in Hong Kong land prices
Authors: Chiang Yat‐Hung , Joinkey So Chun‐Kei , Stanley Yeung Chi‐Wai
Published: July 2006

Purpose

This paper aims to identify the imbedded option value in price of auctioned land in Hong Kong, and to propose a more accurate valuation method in predicting land price.

Design/methodology/approach

Based on records of land auctions and property transactions during two periods of very different market conditions, land prices are estimated using the traditional hedonic pricing method as well as the option model modified from Quigg. The results are compared to deduce whether there is any imbedded option value, thus concluding whether the option model facilitates a more accurate valuation of land prices.

Findings

This study concludes that land auction prices have embedded option value in waiting to develop land. Option premiums increase with implied volatilities, which go up during market downturns, suggesting that developers place higher value on the option to develop during recessions.

Research limitations/implications

The accuracy of the analysis may have been compromised by the limited number of land auctions conducted and the difficulties in inferring the value of multi‐ownership residential buildings from sample transactions of their constituent individual units. Future research will benefit from a larger sample of transactions.

Practical implications

This paper illustrates that real option models provide the property industry with a valuation tool that addresses the concern arising from the irreversibility of investment decisions.

Originality/value

The study finds out the option premiums of vacant land in Hong Kong, lending empirical support to the application of option‐based models for more accurate land valuation under different market conditions.
Europe: gray hair and low growth
Authors: Godet Michel , Durance Philippe
Published: July 2006

Purpose

This paper aims to explore the links between demographics and economics and to show how European institutions (like the European Commission) and European policies are slowly but surely taking into account these fundamental relations.

Design/methodology/approach

The paper demonstrates the bases of the productivity gap between Europe, especially France, and the USA, by comparing GDP per active worker adjusted with the employment rate. In order to compare the level of wealth, the paper suggests using potential GDP per capita, taking into account the labor effort measured by the number of hours worked.

Findings

There can be no sustainable development without children. In comparison with the USA, Europe has a demographic deficit that is probably greater than any technology gap. All of Europe has discovered that there can be no growth without cradles and that gray hair will probably lead to soft growth. Given that the active population of the Europe of 25 will decrease by more than 20 million people between 2010 and 2030, increased immigration and successful integration of newcomers through more flexible public and family policies are needed.

Originality/value

This paper constitutes an appeal for more research about the links between demographics and economic growth, especially about the existence of a “demographic multiplier”, considering that development is the result of investment not only in technologies, but also in human capital.
Introducing a classification framework for prospective methods
Authors: Voros Joseph
Published: July 2006

Purpose

The purpose of this article is to examine the nature and type of methods used in futures studies and foresight work which are explicitly concerned with creating “forward views” and/or “images of the future” (“prospective” methods).

Design/methodology/approach

A new analytical technique, “mode‐level analysis”, is introduced and described, based on a classification of “modes” of futures thinking and levels of “depth” of interpretive frameworks. By choosing both a set of thinking modes and a series of interpretive levels as a basis, prospective methods may be analyzed in terms of which mode(s) and what level(s) they operate with or at.

Findings

Two modes of thinking and five levels of depth are chosen for this analysis. The resulting schema is used to classify such methods as: wildcards, forecasting, “trend breaks”, visioning, backcasting, and alternative histories and counterfactuals. An analysis is also carried out on the method of “scenarios”, revealing a variety of different approaches operating at multiple levels of depth. The historical development of prospective methods is also discussed.

Practical implications

Mode‐level analysis can be generalized to any number of modes or levels, depending on the application, context or objectives of the analyst. It may be used by academics for interest's sake and for teaching students, and by practitioners as both a design tool and a diagnostic one.

Originality/value

This paper introduces a new technique for classifying prospective methods, and may help lead to ideas for the creation of new methods.
If humanity and the environment fail one another …
Authors: Richardson Jacques
Published: July 2006

Purpose

This paper seeks to summarize humanity's growing appraisal of cumulative transgressions against nature and how these may be proving reversible.

Design/methodology/approach

The paper describes some of the current literature on environmental failure and the reasons therefor, and what, in global terms, activists are doing to rectify systemic breakdown.

Findings

The wrecking of nature is not new, but it is only recently that the conservationists, scientists, engineers and political activists of civil society have undertaken repairs and begun to meet the challenges of maintenance.

Originality/value

The application of rational, well‐intended corrective strategies (motivated beyond moralizing) are shown to undo some of the past's grossest misdemeanors.
How free is the radio spectrum?
Authors: Bohlin Erik , Weber Arnd , Preissl Brigitte
Published: July 2006

Purpose

New technologies provide new opportunities for radio spectrum allocation and frequency use. This article seeks to summarize papers that form a special issue on spectrum management, and to provide also some outlooks toward policy.

Design/methodology/approach

This editorial gives an introduction to the selection of papers included in this special issue. The editorial lays out the basic questions guiding the debate about spectrum management and explains the contribution of the various papers to this debate.

Findings

The editorial points out the high social, political and economic importance of spectrum management, and the need for a critical discussion of regulatory approaches is emphasised.

Originality/value

The editorial summarizes papers for a special issue on spectrum management and will be of value to academics, business and policy makers.
The social value of TV band spectrum in European countries
Authors: Hazlett Thomas W. , Müller Jürgen , Muñoz Roberto
Published: July 2006

Purpose

This paper aims to estimate the social gains from an analog TV switch‐off in 13 EU countries, focusing on the value of TV band spectrum in alternative uses.

Design/methodology/approach

By using data from existing mobile phone markets, changes are projected in retail prices for wireless voice services, assuming a reallocation (to mobile telephony) of about 42 percent of TV band spectrum.

Findings

It is forecast that retail mobile phone tariffs would substantially decline if a transition to digital television led to enhanced availability of VHF/UHF spectrum for wireless telecommunications. Consumer surplus gains offset transition costs by at least 2‐to‐1, and as much as 45‐to‐1. These net benefits are conservatively estimated in that other services (apart from mobile telephony) could prove more socially valuable, and because we ignore the considerable increase in video choices the transition could provide. It is also found, however, that wireless operators' profits sharply decline with additional spectrum, due to more intense competition. This suggests a public choice dynamic, often overlooked, that potentially helps to explain the slow pace of the digital TV transition.

Practical implications

Regulations blocking TV band spectrum from reallocation to non‐TV applications ought to be re‐examined in light of the associated costs and benefits.

Originality/value

This paper quantifies, using conservative methods, the cost of current spectrum policies.
Spectrum governance regimes: efficiency properties and policy choices
Authors: Wildman Steven S. , Bauer Johannes M. , Ting Carol
Published: July 2006

Purpose

This paper proposes to describe a model and the results of a simulation exercise used to compare welfare outcomes for four governance regimes that might be employed for wireless services: two spectrum ownership regimes and two open commons regimes. Aims also to examine practical implications for policy makers.

Design/methodology/approach

A formal economic model was constructed and computational techniques were employed to explore the welfare consequences of alternative applications of policy instruments.

Findings

For the model examined, the market does as well as can be expected from government in setting interference tolerance for both types of regimes. However, commons regimes always generate excessive entry. While the theoretical optimum achievable by government in an ownership regime exceeds predicted welfare for a commons regime, for most model specifications the difference is not too large and an ownership regime can easily under‐perform a commons regime if imperfectly‐informed policy makers set policy variables incorrectly.

Research limitations/implications

The necessity of using computational methods limits the generality of the findings.

Practical implications

The modeling approach and analysis identify critical tradeoffs that must be addressed by policy makers in designing spectrum governance institutions.

Originality/value

This analytical approach makes possible hitherto impossible, side‐by‐side performance comparisons for alternative governance regimes. The framework can be extended and generalized to other policy issues.
The rain forest and the rock garden: the economic impacts of open source software
Authors: Forge Simon
Published: July 2006

Purpose

The software industry is rapidly being reformed by the collective development of open, common software – open source software (OSS) – sometimes being free at no charge, but always with the source code revealed for changing, testing and improvement. The purpose here is to examine the role and power of software in the economy and review the economic impacts of the trend to OSS on the software industry, largely from a European industrial and social perspective.

Design/methodology/approach

The paper briefly traces the economic significance of the software industry and the dominance in packaged software of the large US publishers, the phenomena of natural monopolies building in software packages, and the need for different industry structure for Europe, as it exhibits a small to medium‐sized enterprise (SME) and system integrator structure. It then examines the balancing affects of OSS. The paper also addresses the role that poor software plays in creating new costs or externalities for its users when it fails, contrasting the robustness of open source in defect repair.

Findings

The paper finds that the way forward in economic terms for Europe may well be to follow and encourage OSS for reasons of creating a strong software industry and for a counterbalance to current monopolistic trends.

Practical implications

The paper's findings emphasise the need for investment, education and encouragement in OSS, by both the public and private sectors, to build a strong knowledge‐based society in Europe.

Originality/value

The paper introduces the ideas of the basic economic mechanisms of volume sales of software as a good, with analysis of the industry impacts of confluence of the network effect coupled with the law of increasing returns with volume to drive monopolistic positions in the proprietary software package industry.
Foreign investment and consolidation in the Brazilian mobile telecommunications market
Authors: Maciel Marcos , Whalley Jason , van der Meer Robert
Published: July 2006

Purpose

This paper aims to analyse structural changes within the Brazilian mobile telecommunications market. More particularly, the paper aims to highlight why the market was fragmented and identify drivers for its subsequent consolidation.

Design/methodology/approach

Comparative case studies are used to understand change in the Brazilian mobile telecommunications market. The evolution of the market is described and key factors driving change identified.

Findings

This paper shows how each of the leading mobile telecommunications groups in Brazil employed a different strategy, both for entering into the fragmented market and for participating in its subsequent consolidation. Attention is also drawn to the role of government in determining market structure, not least in terms of its rationale for initially fragmenting the market in order to encourage foreign investment.

Originality/value

This paper provides a detailed analysis of structural change within the Brazilian mobile telecommunications market. In doing so, it sheds light on the role played by foreign telecommunications companies in the transformation of one of the world's largest, but often overlooked, telecommunications markets.
Cutting corners: CKOs and knowledge management
Authors: Desouza Kevin C. , Raider Jeffrey J.
Published: July 2006

Purpose

Recently, the demise of the dot.com mania, coupled with slow economic growth has caused organizations to cut costs in an attempt to improve efficiency and the bottom line. Discontinuing or suspending knowledge management efforts and disbanding the chief knowledge officers' (CKOs) role is one common response from most organizations faced with these cost and efficiency pressures. The purpose of this paper is to describe why firms choose to cut knowledge management efforts and point to the deleterious long‐term effects of this course of action.

Design/methodology/approach

The approach is based on discussions with executives.

Findings

The paper highlights three common reasons why firms choose to cut knowledge management efforts, namely: knowledge management is seen as a luxury, not a necessity; knowledge management is subsumed under information technology methods; and investment in knowledge management does not offer immediate results. Moreover, the paper argues that cutting knowledge management efforts does more harm than good for a corporation in the long run.

Originality/value

The paper describes techniques that CKOs should employ to gain support of their executive peers.
Towards e‐government: a survey of problems in organisational processes
Authors: Sundberg Hakan P. , Sandberg Karl W.
Published: July 2006

Purpose

The purpose of this paper is to look at process initiatives in the Swedish social insurance administration, focusing on the problems of crossing functional boundaries, co‐ordinating processes over inter‐organisational boundaries and the issue of whether to aim for radical or incremental change.

Design/methodology/approach

The survey involved data collection including a study of internal documents and 16 individual personal interviews.

Findings

The organisation experiences collaboration problems when cross‐functional work and processes collide with the traditional and hierarchical command and control structures. These are not easily dismantled, meaning intensive work to change the culture and break functional mind‐sets. Furthermore the administration struggles with and can benefit from co‐ordination of processes over the inter‐organisational boundaries. Changes in the customer front‐line affect the rest of the organisation and its processes. The study has shown that both functional units and support processes deep inside the organisation, like the systems development process, are affected, and that deficiencies in the underlying structure and organisation are revealed. The process efforts so far are scattered, but it may be more important for organisations to deploy process change, as a continuous strategic initiative, rather than embarking on huge radical redesign programmes.

Originality/value

Little information regarding processes and the public sector exists, and problems likely to be encountered by other public organisations are pointed out. The survey also puts light on support processes – not only business processes – required for e‐government.
An empirical test of the link between web site quality and forward enterprise integration with web consumers
Authors: Aladwani Adel M.
Published: July 2006

Purpose

To understand the relationship between web site quality and consumers' web attitudes and purchases.

Design/methodology/approach

The paper constructs and tests a model linking four sub‐dimensions of web site quality to purchasing intent of consumers using data gathered via a field survey.

Findings

Only the technical dimension of web site quality influences consumers' purchasing behavior both directly and indirectly through their attitudes towards the web site. Specific content quality and appearance quality have relatively stronger association with consumers' attitudes towards the web site than technical quality and general content quality do.

Research limitations/implications

First, the present study used a sample of students in testing the proposed model. In the future, there may be a need to re‐test the same research model using a wider sample of web consumers. Second, attitudes toward and intentions to buying online may change over time and this study does not take this fact into account. Future research may need to examine the proposed relationships using a longitudinal design.

Practical implications

It was shown that by giving attention to building a technically sound web site with effective content and attractive design, an organization could bring in more consumers to its online business and convince them to make purchases.

Originality/value

Understanding the link between multiple dimensions of web site quality and purchasing behavior of web consumers should help organizations know how to improve forward integration with their customers. Previous research, although helpful, failed to examine this important relationship. This paper tries to fill this void in the literature.
A game and network perspective on m‐business partnerships
Authors: Woolfall Damian
Published: July 2006

Purpose

To examine how partner firms, involved in provisioning m‐business applications and services, manage inter‐firm conflict and cooperation.

Design/methodology/approach

Synthesises network analysis and game theory to propose a conceptual model in which to examine the affect of relationship conflict and cooperation on a partnership's business processes. The model is used to examine how Japan's NTT DoCoMo successfully managed its global network of partnerships.

Findings

Provides initial support for conceptual linkages between interaction and partner management and the business processes in m‐business partnerships. Suggests that the unit of analysis for studying partnerships should extend beyond the dyadic relationship to a network. The paper also finds support for the use of social control mechanisms as a means in which to safeguard a focal relationship.

Research limitations/implications

Characterised by high levels of uncertainty, task complexity and partner diversity, m‐business is an ideal environment in which to study partnerships. Continuing research efforts in this field will serve to bring managerial focus to understanding the broader concept of how m‐business macro‐markets operate.

Originality/value

The theoretical underpinnings of this paper provide a contemporary lens in which to examine the relationship between conflict, cooperation and process development and for developing a new stream of empirical research in the field of partnerships.
A mobile application based on software agents and mobile web services
Authors: Maamar Zakaria
Published: July 2006

Purpose

The aim of the research is to discuss the design and development of a mobile application using two technologies known as software agent (SA) and mobile web services.

Design/methodology/approach

The objectives were achieved by testing the integration of SAs and mobile web services into mobile applications. The approach suggested in the paper has relied on some modeling techniques such as service chart diagram and addressed some security issues.

Findings

It was found in the course of the work the necessity of being aware of the limitations of mobile devices, despite all the major developments that are happening. In addition, it was found that it is deemed appropriate to provide some modeling techniques which suit the development of mobile applications.

Originality/value

The paper discusses the concept of mobile web services. The paper is particularly useful to those who are in the field of mobile computing.
B2e mobile internet: an exploratory study of Italian applications
Authors: Rangone Andrea , Renga Filippo Maria
Published: July 2006

Purpose

The paper presents an exploratory study to investigate the impact of B2e MI applications and, in particular, an empirical analysis of the main features of Italian B2e MI applications for automating sales‐ and field‐force activities.

Design/methodology/approach

The study has been carried out with 16 case studies of B2e MI applications employed in different Italian companies.

Findings

The paper describes the main features and impacts of the applications, showing how the network is utilized, how the device and the usage mode (online or offline) affect these applications and indicating the major opportunities for improvement.

Practical implications

Some indications for management regarding B2e mobile applications are the need: to develop simple applications; and to start mobilizing the sales‐force, because this provides faster pay‐back and easiest implementation.

Originality/value

The paper provides material to illustrate the current situation and serve as a starting point for scientific analysis. Findings regarding the use of mobile phones and mobile networks as compared to fixed‐line solutions are presented and explained. Differences in the use patterns of the applications are also discussed with real case examples.
A framework for XML‐based multi‐channel contact point integration
Authors: Pant Vikramaditya , Wagner William P.
Published: July 2006

Purpose

This paper explains the concept of how XML can be used to tie together the many different communication channels into a single contact point system. The purpose is to propose a contact point framework that utilizes XML technologies to integrate multiple communication channels.

Design/methodology/approach

This is a conceptual paper where two general approaches to channel integration are described and critiqued and a third one proposed.

Findings

This paper has suggested that contact point channel integration products based on XML technology can be used to lower the design, development, management and maintenance costs. The proposed framework can be an initiative in the open source community where software developers can contribute towards the modular development of such software. The use of XML as the primary data interchange language promises to add value to the contact points of a business at a relatively low cost.

Research limitations/implications

Further research is necessary to evaluate and perfect the use of XML in this context.

Practical implications

This research suggests a roadmap for how systems integrators can use XML technology to integrate multiple communication channels in a Customer relationship management (CRM) environment.

Originality/value

This is the first research to examine the different approaches to CRM channel integration and propose an XML‐based framework for accomplishing this.
Potential pitfalls of process modeling: part B
Authors: Rosemann Michael
Published: July 2006

Purpose

This second part of the paper summarizes typical pitfalls as they can be observed in larger process modeling projects.

Design/methodology/approach

The identified pitfalls have been derived from a series of focus groups and semi‐structured interviews with business process analysts and managers of process management and modeling projects.

Findings

The article continues the discussion of the first part. It covers issues related to tools and related requirements (7‐10), the practice of modeling (11‐16), the way we design to‐be models (17‐19), and how we deal with success of modeling and maintenance issues (19‐21). Potential pitfalls related to strategy and governance (1‐3) and the involved stakeholders (4‐6) were discussed in the first part of this paper.

Research limitations/implications

This paper is a personal viewpoint, and does not report on the outcomes of a structured qualitative research project.

Practical implications

The provided list of intotal 22 pitfalls increases the awareness for the main challenges related to process modeling and helps to identify common mistakes.

Originality/value

This paper is one of the very few contributions in the area of challenges related to process modeling.
Measuring and evaluating the library's contribution to organisational success
Authors: Henczel Susan
Published: July 2006

Purpose

This paper seeks to examine three types of measurement and evaluation currently used in the special library environment and to identify the relationships that must exist between the individual measurement processes to enable holistic and strategic evaluations of special libraries to take place.

Design/methodology/approach

Looks at how responsible measurement and evaluation within the context of the special (corporate, government, hospital, etc.) library must reflect the ways in which the library uses its resources (budget, staff, buildings, collections, technology, equipment), how well it delivers its services and how well it satisfies its clients now and into the future.

Findings

If these measurements and evaluations are to be understood, respected, supported and valued by management, it is also necessary to take it one step further and include the ways in which the information provided through the library services supports the achievement of organisational objectives. One needs to measure how well the services are seamlessly integrated into workflows, how they are prioritised according to their importance and how closely aligned they are with the strategic goals and objectives of the organisation.

Originality/value

May mean a change of mindset on the part of the library managers to enable them to let go of the traditional services and resources and to approach service development and improvement with a strategic view.
Functionality, usability, and accessibility
Authors: Carlo Bertot John , Snead John T. , Jaeger Paul T. , McClure Charles R.
Published: July 2006

Purpose

Usability, functionality, and accessibility testing of digital library information services and products is essential for providing high quality services to users. This paper aims to detail a long‐term, evolving effort to develop meaningful evaluations for assessing digital libraries.

Design/methodology/approach

A multi‐year study to determine appropriate evaluation techniques, tools, and methodologies for the Florida Electronic Library (FEL) and other digital library efforts. The evaluation protocols and approaches were designed iteratively over time through assessment efforts with other digital library initiatives and with multiple versions of the FEL. The research described in this paper relies on a combination of functionality, usability, and accessibility evaluation strategies applied iteratively to assess libraries from the perspective of patron needs.

Findings

By combining these three methodologies, the researchers found that they were able to create a rich and robust evaluation of digital libraries, accounting for needs of diverse user populations. These methodologies can provide detailed evaluations of the extent to which information and services are comprehensible for all users, the extent to which the features and functions necessary to provide library functions operate properly, and the extent to which the digital library meets the needs of a diverse population of users.

Originality/value

This paper aims to demonstrate the potential roles of multiple, iterative evaluation strategies in the development and refinement of digital libraries; details the methodologies that focus on how the services meet the needs of users; and encourages further discussion of the uses of these multiple evaluation approaches in assessing these libraries.