bluuebunny/crossref_metadata_2025 huggingface dataset:
Extending liaison collaboration: partnering with faculty in support of a student learning community
Authors: Bennett Onda , Gilbert Karen
Published: May 2009

Purpose

The purpose of this article is to describe the successful collaboration between faculty in Eastern Kentucky University Libraries and the University's Occupational Therapy Department in supporting a graduate student learning community, and the benefits of stepping outside of typical liaison activities to play an active role in this new educational paradigm.

Design/methodology/approach

In 2006, graduate students and faculty in Occupational Therapy at Eastern Kentucky University, with a librarian and with the support of a national professional organization, facilitated the completion of a graduate thesis through the use of a topic‐based learning community. This team completed an in‐depth, evidence‐based review of occupational therapy journal articles in the context of a regional university environment. This article focuses on the collaboration between faculty and librarian as they facilitated this new learning paradigm, the enhancement of the liaison partnership, and the results of the project especially in terms of student learning outcomes.

Findings

Collaborating with faculty to support a student learning community, and supporting students in atypical ways, contribute in valuable ways to strengthening the relationship with academic departments, increasing the perceived value of library services, and promoting student success.

Practical implications

Library liaison programs benefit from innovative partnerships with faculty, and from seeking opportunities to participate in new educational models.

Originality/value

This paper addresses the benefits of participating in student learning communities.
Integrating information literacy skills into academic summer programs for precollege students
Authors: Collins Bobbie L.
Published: May 2009

Purpose

This paper aims to describe the library instructional program that has been developed at the Z. Smith Reynolds Library at Wake Forest University to teach information literacy skills to elementary and high school students attending academic summer programs.

Design/methodology/approach

Historical development of the instructional program is discussed and analyzed. This paper reflects on the importance of students who participate in summer programs having access to library resources including an orientation to the library.

Findings

The academic librarian is a prime player in reaching out to university staff responsible for coordinating summer enrichment programs on a college campus. The paper highlights the successes and lessons learned in coordinating instructional activities for elementary and high‐school students involved in summer camps and explores the benefits of these programs for students and librarians.

Practical implications

Teaching elementary and high school students how to conduct research in an academic library can be challenging. This paper serves as a guide to offer suggestions to other librarians interested in implementing programs and services for students enrolled in summer programs.

Originality/value

Academic libraries will find value in this paper's discussion on how to build effective partnerships with campus personnel to promote information literacy for school students who are involved in summer enrichment programs.
Piloting an information commons at HKUST Library
Authors: Wong Gabrielle K.W.
Published: May 2009

Purpose

The purpose of this paper is to present the experience of piloting an information commons at a major academic library in Hong Kong.

Design/methodology/approach

At the pilot phase, assessment is crucial. The article reports how the HKUST Library monitors usage and conducted satisfaction surveys to identify users' needs, expose strengths and weaknesses of the service, and set direction for future development.

Findings

The assessment data reveal users' needs and behaviors. Such information helps the Library to refine the existing service, and compose a sound proposal for expansion. The experience cumulated through the pilot also forms the basis of future planning.

Originality/value

The experience that HKUST tested the concept of commons using a pilot phase, guided by its assessment program, may have reference value to other commons projects.
A digital reference desk for the National Library of Iran
Authors: Osareh Farideh , Bigdeli Zahed , Mansouri Ali , Akbar Khasseh Ali
Published: May 2009

Purpose

This survey aims to provide an appropriate prototype for the Digital Reference Desk of the National Library of Iran.

Design/methodology/approach

Using a content analysis method, 33 digital reference desks of the national libraries around the world which offer their services in English are examined. A checklist was used to gather data based on specialists' points of view.

Findings

The findings show that specialists suggested 21 features were important and crucial to be included in the model.

Originality/value

The results in the paper reveal that there is a considerable difference between the present situation of the digital reference desks studied and the optimum situation suggested by Iranian specialists.
Latino health: an annotated research guide
Authors: Slough Rachel
Published: May 2009

Purpose

This paper seeks to provide a guide to significant primary and secondary resources relevant to the study of Latino health in the USA. It builds on prior scholarship to reflect the most valuable resources published from 1997 to 2007.

Design/methodology/approach

Many materials were identified through bibliographies, online catalogs, and the worldwide web. Citation analysis, supported by book reviews published in professional and academic journals, was used to determine impact. All resources were annotated by the author after personal examination.

Findings

The paper introduces each resource, describing its content and relevance to the study of Latino health.

Originality/value

Latinos are among the fastest growing minorities in the USA. Although several guides address multicultural health care, few focus solely on the specific needs and issues of Latino health. Moreover, existing resource guides, both on multicultural health care and on Latinos, are at least 12 years old. This guide highlights the most recent developments about this topic.
Testing for asymmetric effects in the accrual anomaly using piecewise linear regressions
Authors: Anderson Kristen , Woodhouse Kerrie , Ramsay Alan , Faff Robert
Published: May 2009

Purpose

The purpose of this paper is to test the persistence and pricing of earnings, free cash flows (FCF) and accruals using Australian data. In response to arguments concerning omitted variables in the Mishkin test, it seeks to explore asymmetric effects by incorporating categoric variables capturing firm size (microcap, small, medium and large); industry (industrial/mining); profit making (profit/loss); and dividend paying (contemporaneous dividend/no contemporaneous dividend) into forecasting and pricing equations.

Design/methodology/approach

The paper examines a large sample of hand‐checked Australian earnings, accruals and cash flow data. It analyses these data using a series of piecewise linear regressions.

Findings

The results indicate that asymmetry is a valid concern since the extent and nature of mispricing of earnings components vary considerably across the categories included in the model. For example, the base case firms (microcap, loss‐making, resource companies that pay no contemporaneous dividends) exhibit no evidence of significant differences between the actual and implied persistence of FCF and accruals. Conversely, for industrial firms, the implied persistence of FCF and accruals from the pricing equation significantly underestimates the persistence of both earnings components as shown in the forecasting equation.

Originality/value

The study extends the research investigating the accruals anomaly by accommodating different factors that might induce asymmetric effects. Based on the evidence, such effects represent an important consideration for work conducted in this and related accounting research areas.
Perceptions of accounting: a qualitative New Zealand study
Authors: Malthus Sue , Fowler Carolyn
Published: May 2009

Purpose

The purpose of this paper is to ascertain the perceptions of New Zealand high school and tertiary students regarding accounting and accountants, as well as the perceptions of high school accounting educators and career advisers who potentially influence these students.

Design/methodology/approach

The methodology used here is qualitative, including semi‐structured interviews and focus groups.

Findings

The paper finds that the majority of the high school students and first‐year tertiary students have little understanding of the tasks accountants perform, and their image of an accountant was the typical “boring” stereotype. However, the final year tertiary students have a good understanding of what accounting entails and do not have a negative image of an accountant. The high school accounting educators have a favourable view of accounting and are positive about a career in accounting, in contrast with the career advisers who view an accounting career as dull and boring or a backstop to other more exciting careers.

Practical implications

Recently, there has been a decline in the number of New Zealand accounting graduates, which may in part be caused by negative stereotyping and limited accurate knowledge about accountants. The challenge for the local professional accounting body is to attempt to change this stereotype and find new ways of promoting accounting careers to the current generation of New Zealand high school and tertiary students.

Originality/value

The paper integrates the study of students' perceptions of accounting in New Zealand with that of the high school accounting educators and career advisers to provide a comprehensive qualitative study of the current New Zealand situation.
Global text project: new horizons in textbook marketing
Authors: Pitt Leyland F. , Nel Deon , van Heerden Gene , Chan Anthony
Published: May 2009

Purpose

The purpose of this paper is to introduce the global text project (GTP) case. The unique developments of the case provide insight of the many challenges and opportunities created within the open source movement.

Design/methodology/approach

A case study was used to illustrate some of the most pertinent and interesting developments in the field of marketing, alluding to the open source environment. A Wikibook was created in collaboration with all the participants of a graduate course and the development of this offering initiated a project called the GTP.

Findings

The open source movement has created new ways of thinking and acting. The contributions, modifications and improvements by all users to the original product provide a platform of continuous improvement and development.

Originality/value

The value of the paper lies in the lessons and challenges learnt from the case especially by those managing the GTP.
University course selection and services marketing
Authors: Brown Claire , Varley Peter , Pal John
Published: May 2009

Purpose

The purpose of this paper is to examine university applicants' choice processes using Kotler's five stage consumer buying process with a particular emphasis on the final stage of the process namely that of the purchase decision.

Design/methodology/approach

Based on four focus groups with 22 students at one university in North‐west England, post‐enrolment.

Findings

Applicants' choice processes are complex and not evenly supported by university departments. Using concepts from the field of services marketing, the student choice process as candidates progress through the Universities and Colleges Admissions Service system is critically interrogated. “Moments of truth” are seen to be critical in many students' decision to choose a specific university course. University personnel need to be mindful that the decision process is two way and takes place over an extended period of time.

Research limitations/implications

This research has been conducted with respondents drawn from just one university and at one point in time.

Practical implications

It is suggested that universities should refine and target their communications efforts, and pay close attention to the quality of the interactions with potential students throughout their relationship. In order to do this it is suggested that universities adopt a services marketing framework.

Originality/value

Key themes from services marketing concepts are suggested to inform the analysis of what is and what could be done to maintain and enhance the university‐applicant relationship as it progresses.
The adoption of techno‐relationship innovations
Authors: Sophonthummapharn Kittipong
Published: May 2009

Purpose

The purpose of this paper is to develop a comprehensive research framework for understanding the adoption of techno‐relationship innovations. The second purpose is to examine the factors influencing the adoption of electronic customer relationship management (eCRM) applications.

Design/methodology/approach

Existing adoption models were discussed and merged. Twenty potential determinant factors were proposed and a survey was conducted using a self‐administered questionnaire. Data were collected from 508 manufacturing small and medium manufacturing enterprises (SMEs) in Thailand. Hypotheses were tested using discriminant analysis.

Findings

The research framework was validated. Seventeen factors have the ability to discriminate between eCRM adopters and non‐adopters. However, multivariate statistical analysis suggests that 12 factors have acceptable discriminate power and should be given priority. The top five influential factors are compatibility, industry pressure, customer pressure, subjective norm, and attitude.

Research limitations/implications

The study proposes a comprehensive research model for examining the adoption of techno‐relationship innovations. The model covers 20 factors from individual, technological, organisational, and environmental contexts. The empirical investigation is based on an Asian perspective but the research model is equally applicable in other countries.

Practical implications

The findings offer guidance to government/private agencies and technology suppliers who wish to encourage the adoption of the application of eCRM and its relevant components among manufacturing SMEs.

Originality/value

The concept of techno‐relationship innovation is introduced. The study suggests an inclusive way to understand factors influencing the adoption of techno‐relationship innovations.
Spotting the disguises and masquerades
Authors: Dix Steve , Phau Ian
Published: May 2009

Purpose

The purpose of this paper is to compare the perceptions of agencies, advertisers, and media consumers on the blurring practices commonly used to confuse editorial and advertising.

Design/methodology/approach

A self‐administered questionnaire was mailed out to three sample groups, namely advertisers, agencies, and media consumers: 100 questionnaires were mailed to advertisers, 400 to agencies and 1,000 to media consumers. The response rate by group was 10, 11.75, and 24.5 percent, respectively.

Findings

The findings did not substantiate the concerns that blurring practices are misleading to stakeholders in the industry. Advertisers in particular showed positive attitudes towards blurring practices. It is also revealed that there are few significant differences in the attitudes towards regulation of blurring practices among the three sample groups. However, there are differences in perception across sample groups towards the various types of blurring practices.

Research limitations/implications

Limitations to the paper include the differences in time frame, market size, as well as location from which the samples were drawn. Future research could investigate media executives. Furthermore, the paper is only a snapshot across different blurring practices. Potentially, a specific blurring practice could be monitored over time to provide deeper insights.

Practical implications

The results of this paper offer both advertisers and agencies a guide to shifts in the perceived role of advertising blurring practices across a 15 year period. Moreover, it also provides advertising stakeholders with a consumers' view of such blurring practices, highlighting the extent and direction to which consumers deviate from the industry perspective. Such insights offer a useful yardstick to assist advertising decision makers on the relevance of using a blurred advertising approach as a strategic or tactical advertising initiative.

Originality/value

With its replication and extension focus, the restricted originality in this paper is compensated by its comparative insights into advertising blurring practices among advertising stakeholders.
What are real problems in enterprise system adoption?
Authors: Soja Piotr , Paliwoda‐Pękosz Grażyna
Published: May 2009

Purpose

The purpose of this paper is to understand the nature of the difficulties experienced during enterprise system (ES) adoption. More specifically, this paper aims to investigate interrelations between these difficulties and therefore identify the source difficulties that cause other problems.

Design/methodology/approach

The research methodology is based on grounded theory approach and draws from the experience of a few dozen ES adopters. Interviews with ES practitioners are conducted and open coding procedure is applied during the process of data gathering. Next, axial coding is used to verify problem categories and subcategories. Finally, causal mapping analysis is performed in order to reveal interrelations among difficulties and elicit source problems.

Findings

The results suggest causal relationship among various problem categories and reveal seven source difficulties in ES implementation: knowledge of employees holding various positions in the adopter organisations' hierarchy, changes in the enterprise occurring during ES adoption, finance, enterprise structure, information technology (IT) infrastructure, data import and legacy systems, and training schedule.

Research limitations/implications

The need for further research in order to incorporate multiple stakeholder view, project phase, and success measure.

Practical implications

The results may help practitioners in reaching the problems' source and thus facilitate overcoming the actual problems rather than ineffectively struggling with their symptoms. As a result, practitioners may better anticipate possible problems and assess potential threats to their projects.

Originality/value

This study gives insight into the actual problems experienced by ES adopters. It also identifies the real problems encountered during ES implementation as well as the other problems that occur as a result of these source difficulties.
ERP user satisfaction issues: insights from a Greek industrial giant
Authors: Longinidis Pantelis , Gotzamani Katerina
Published: May 2009

Purpose

Enterprise resource planning (ERP) systems are sophisticated information technologies (ITs) that enable companies to gain noticeable advantages over their rivals. However, these systems are neither a panacea to competition, nor a medium guaranteeing success. Neglecting a number of important factors in ERP systems implementation might very easily lead to failure instead of success. User satisfaction issues are among those factors that have a semantic impact on ERP systems' success. In this direction, this paper aims to examine the key factors that constitute ERP users' satisfaction and to explore whether ERP users' satisfaction varies among different users' profiles.

Design/methodology/approach

An instrument is constructed based mainly on previous ERP users' satisfaction studies. The instrument is then provided to a sample of 68 users within a Greek energy supply organization and also a personal interview is conducted with the chief information officer. Exploratory factor analysis, multiple regression analysis, and statistical inference tests are employed in order to test the research hypotheses.

Findings

The results indicate that three main components affect the level of satisfaction of an ERP user: “interaction with the IT department,” “pre‐implementation processes,” and “ERP product and adaptability.” Furthermore, a different satisfaction level has been traced among users from different departments.

Originality/value

This paper presents substantive evidence regarding ERP user satisfaction constituents and further suggests appropriate practices to better manage various behavioral aspects of ERP systems.
Performance measurement: roles and challenges
Authors: Phusavat Kongkiti , Anussornnitisarn Pornthep , Helo Petri , Dwight Richard
Published: May 2009

Purpose

The purpose of this paper is to identify the past and present practices, and the future roles of performance measurement in the Thai public sector. It is part of a transformation effort initiated by the Office of the Public Sector Development Commission (OPDC) on m‐government – more mobile, responsive, and flexible government. The paper also aims to identify possible roadblocks from successfully integrating performance measurement into a management process.

Design/methodology/approach

In‐depth interviews with 12 executives and top administrators from private firms and public agencies, and document reviews are performed. The analysis on the participants' opinions is based on the applications of the grounded theory. The interview's findings are verified with document reviews. The roadblocks are identified and substantiated by two experts.

Findings

For past and present practices, performance measurement is part of management tool and responsibility, a quality management system, and a learning organization. Its future viewpoints include a driver towards good governance, transparency, and accountability, and a success factor of performance audit and organizational competency/capability. Four important roadblocks in implementing performance measurement in an organization relate to staff empowerment, budgeting, external knowledge, and linkage with software usages.

Practical implications

The findings provide important information into the OPDC's planning process on its m‐government transformation initiative.

Originality/value

The paper attempts to blend knowledge on performance measurement from both the private and public sectors. It highlights the greater roles and expectations on performance measurement in an organization.
A proposal for integrating production control and quality control
Authors: Cesar Faria Fernandes Flavio , Godinho Filho Moacir , Bonney Maurice
Published: May 2009

Purpose

The purpose of this paper is to present a practical proposal for integrating production control (PC) and quality control (QC) at the shop floor level.

Design/methodology/approach

The proposed method is based on three principles which relate PC and QC at the shop floor level. The proposal is applied successfully at the world's largest pencil factory.

Findings

The results show that the proposed method contributes to improve four performance indicators related to PC and QC at the company studied: increase the average throughput in about 28.9 per cent; reduce the average value of work in process (WIP) in about 35.6 per cent, reduce the average lead time by about 45.4 per cent, and reduce the average defect rate by about 71.4 per cent.

Research limitations/implications

The proposal (mainly because of principle III) is developed to be applied in repetitive production (RP) systems, i.e. environments characterized by low production volume and low product variety.

Practical implications

Some practical implications for industrial managers arises from this study: managers must consider the importance of integrated PC and QC functions in order to get better results concerning performance indicators such as throughput, WIP, lead time, and rejection rate; the materials flow simplification is a prerequisite for a lot of improvement initiatives at the shop floor level; the adequate choice of the production control system (PCS) is vital in order to get positive results regarding the performance indicators related to PC; the determination of the production pace (or rate) for a RP system must take account capacity restrictions and the influence of defect rate on production rate.

Originality/value

The paper is original in that it shows that the performance of the shop floor level can be improved by means of integrating PC and QC, by discussing and implementing a method which simplifies the material flow in the shop floor level, chooses the most adequate PCS and shows how the production rate influence on the rejection rate. Therefore, the paper is important for those which practice industrial management, more specifically on PC and QC functions.
Text classification: neural networks vs support vector machines
Authors: Zaghloul Waleed , Lee Sang M. , Trimi Silvana
Published: May 2009

Purpose

The purpose of this paper is to compare the performance of neural networks (NNs) and support vector machines (SVMs) as text classifiers. SVMs are considered one of the best classifiers. NNs could be adopted as text classifiers if their performance is comparable to that of SVMs.

Design/methodology/approach

Several NNs are trained to classify the same set of text documents with SVMs and their effectiveness is measured. The performance of the two tools is then statistically compared.

Findings

For text classification (TC), the performance of NNs is statistically comparable to that of the SVMs even when a significantly reduced document size is used.

Practical implications

This research finds not only that NNs are very viable TC tools with comparable performance to SVMs, but also that it does so using a much reduced size of document. The successful use of NNs in classifying reduced text documents would be its great advantage as a classification tool, compared to others, as it can bring great savings in terms of computation time and costs.

Originality/value

This paper is of value by showing statistically that NNs could be adopted as text classifiers with effectiveness comparable to SVMs, one of the best text classifiers currently used. This research is the first step towards utilizing NNs in text mining and its sub‐areas.
Collaborative customized product development framework
Authors: Shamsuzzoha Ahm , Kyllönen Sami , Helo Petri
Published: May 2009

Purpose

The purpose of this paper is to introduce a methodological approach to develop customized products which offer true customer value and achieve superior competitive advantage.

Design/methodology/approach

An integrated framework is presented where both front‐ and back‐end features of product development activities are illustrated. Detailed explanations of the framework participants are discussed with their specifications and view points that illustrate the value of the framework. This framework communicates between citarasa and do‐it‐yourself‐design configurators at the upstream, and available to promise, agile supply and demand network, advanced planning and scheduling systems in the downstream, in order to visualize the complete production scenarios and to maintain the flow of custom tailored product development.

Findings

It is hoped that the illustrated framework will bridge the gap between manufacturers, and customers in order to produce customer satisfied products that fulfill the business target in terms of earning more revenues.

Research limitations/implications

This research work is based on a theoretical hypothesis. Although the proposed framework is implemented in a truck manufacturing company, it requires application in more industrial organizations in order to generalize its effectiveness, suitability, and consistency in the manufacturing arena.

Originality/value

This paper outlines the configuration principle, along with different tools and methodologies, which support manufacturing firms in the customization of products in both upstream and downstream activities in a profitable way. These tools or methodologies can help product developers to improve their due‐date promising, exploitation of bottlenecks, and the visualization of their capability to produce the customers' specific products.
Do many hands make light work?
Authors: van Dick Rolf , Tissington Patrick A. , Hertel Guido
Published: May 2009

Purpose

The purpose of this paper is to challenge the assumption that process losses of individuals working in teams are unavoidable. The paper aims to challenge this assumption on the basis of social identity theory and recent research.

Design/methodology/approach

The approach adopted in this paper is to review the mainstream literature providing strong evidence for motivation problems of individuals working in groups. Based on more recent literature, innovative ways to overcome these problems are discussed.

Findings

A social identity‐based analysis and recent findings summarized in this paper show that social loafing can be overcome and that even motivation gains in group work can be expected when groups are important for the individual group members' self‐concepts.

Practical implications

The paper provides human resource professionals and front‐line managers with suggestions as to how individual motivation and performance might be increased when working in teams.

Originality/value

The paper contributes to the literature by challenging the existing approach to reducing social loafing, i.e. individualizing workers as much as possible, and proposes a team‐based approach instead to overcome motivation problems.
Impact of psychic distance to the internationalization behavior of knowledge‐intensive SMEs
Authors: Ojala Arto , Tyrväinen Pasi
Published: May 2009

Purpose

The purpose of this paper is to investigate the internationalization behavior of knowledge‐intensive small‐ to medium‐sized enterprises (SMEs) by using macro‐level psychic distance indicators and managers' perceptions of psychic distance.

Design/methodology/approach

This study uses both quantitative and qualitative approaches. In the quantitative approach, the impact of psychic distance to the internationalization behavior is analyzed by using bivariate correlation analysis. The qualitative case study approach is employed to investigate managers' perceptions of psychic distance as regards market entries.

Findings

Findings of this study indicate that psychic distance has an impact on the market entry of knowledge‐intensive SMEs. However, there are other factors, such as market size, opportunity seeking behavior, and actions taken by managers, which make the effect of psychic distance less visible in macro‐level quantitative analyzes.

Research limitations/implications

This study is limited by small sample size in both quantitative and qualitative studies. However, the findings offer interesting insights for further studies related to this phenomenon.

Originality/value

This study compares macro‐level and individual‐level analyses of psychic distance and indicates reasons why psychic distance should be analyzed with the help of individual‐level perceptions of psychic distance.
Service innovation and electronic word‐of‐mouth: is it worth listening to?
Authors: Andreassen Tor W. , Streukens Sandra
Published: May 2009

Purpose

The purpose of this paper is to investigate what discussants in internet based discussion forums talk about. Investigates electronic word of mouth (e‐WOM) as a potential source of information for service innovation. The aim is to derive four core categories of unique dialogues that provide valuable information to service innovation.

Design/methodology/approach

Apart from Harrison‐Walker's effort to develop a scale of measuring WOM, disclosing the inside of electronic word‐of‐mouth has never been done before. For this reason a qualitative approach using Netnography was adopted. The paper analyzes the content of all postings taking place during 100 days in five defined discussion forums on the internet.

Findings

The results indicate that conversations taking place in electronic discussion forums can be divided into four core categories, i.e. information request, usage experience, business practice issues, and comments pertaining to new product launches.

Research limitations/implications

The study focused on building a typology of conversations taking place in discussion forums on the internet. As such, these findings may not be generalized to the offline environment.

Practical implications

Disclosing details of electronic word‐of‐mouth through four core categories has a number of implications. Perhaps more importantly, an understanding of WOM communication allows managers to develop new, and to improve current, services that better meet customers' current and future needs.

Originality/value

Disclosing details of electronic word‐of‐mouth and linking it to service innovation has never done before. As such this is a truly unique study.
A multi‐attribute model of web site interactivity and customer satisfaction
Authors: Zhao Miao , Roy Dholakia Ruby
Published: May 2009

Purpose

The purpose of this paper is to address the following questions in the context of a transactional web site. How do web site attributes influence customer satisfaction? Will an increase in the performance of a specific attribute lead to increased satisfaction?

Design/methodology/approach

Since interactivity is considered a distinguishing characteristic of the new media and a web site is composed of multiple attributes, the paper empirically examines the interactivity‐satisfaction relationship at the individual attribute level using the Kano methodology. Changes in the interactivity‐satisfaction relationships over time and with user experience are also analyzed.

Findings

The paper identifies several relationships between interactive web site attributes and customer satisfaction. At this stage of web development, no attribute emerges as a “must‐be” attribute; one‐dimensional or linear attributes are common but not the only category of interactive attributes. In addition, mixed and attractive attributes were also found. Moreover, the paper confirms that Kano categories shift over time and with usage experience.

Practical implications

Different web site design strategies should be used depending on users' online experience and the various relationships between interactive web site attributes and customer satisfaction.

Originality/value

No previous research has yet examined interactivity at the attribute level. Web site designers and managers have to make decisions regarding each attribute. Adopting the Kano methodology, widely used in other areas of research, this paper examines the relationships between attribute‐level interactivity and customer satisfaction with a retail web site.
Service quality, emotional satisfaction, and behavioural intentions
Authors: Ladhari Riadh
Published: May 2009

Purpose

The purpose of this paper is to develop and test a conceptual model of the relationships among the constructs of “service quality”, “emotional satisfaction”, and “behavioural intention” in the hospitality industry.

Design/methodology/approach

The study utilises a review of the literature to propose a conceptual model that postulates that: service quality is positively related to consumers' emotions; service quality is positively related to behavioural intentions; and consumers' emotions are positively related to behavioural intentions. Moreover, the model postulates that emotional satisfaction partially mediates the effect of service quality on behavioural intentions. The model is tested in an empirical study with data from a survey among 200 Canadian travellers.

Findings

All the hypothesised relationships are supported. The results confirm that service quality exerts both direct and indirect effects (through emotional satisfaction) on behavioural intentions.

Research limitations/implications

Future research should focus on the role of emotional satisfaction in service experience in a variety of settings.

Originality/value

The research provides valuable insights into the role of emotional satisfaction in the hotel service experience. Emotional satisfaction makes a significant contribution to the prediction of behavioural intentions (such as loyalty, word of mouth, and willingness to pay more).
Academic writing: contested knowledge in the making?
Authors: Badley Graham
Published: May 2009

Purpose

This paper seeks to consider whether academic writing should be regarded as knowledge in the making and why all such writing should be continuously challenged.

Design/methodology/approach

The approach is that of a reflective discussion which considers academic writing in context, knowledge, reflectiveness and helping others to contest academic writing.

Findings

The paper concludes with the view that all academic writing and concept‐mongering are properly open to rigorous challenge.

Research limitations/implications

The paper is limited by its presentation of one writer's stance or point of view. Some may also consider this a strength.

Practical implications

Academic developers and those interested in helping train academic writers especially, but not exclusively, at the postgraduate level should find the ideas presented useful sources for further conversations.

Originality/value

The main value of the paper is that it summarizes a view of academic writing not as objective or neutral but as personal stance and counter‐stance.
Learning communities and the quest for quality
Authors: Leigh Smith Barbara , MacGregor Jean
Published: May 2009

Purpose

In the USA, as elsewhere, there is an ongoing need to improve quality in higher education. Quality improvement models from business have not been widely embraced, and many other approaches to accountability seem to induce minimal compliance. This paper aims to contend that learning communities represent a viable alternative in the quest for quality. By restructuring the curriculum and promoting creative collaboration, learning communities have become a major reform effort in US colleges.

Design/methodology/approach

The paper provides an overview of learning community theory and core practices and four original case studies of institutions that have made learning communities a long‐term focus of their quality improvement efforts.

Findings

Findings include: effective learning communities are clearly positioned, aimed at large arenas and issues and are central to the organization's mission; learner‐centered leadership is a key component of effective programs; learning communities offer a high leverage point for pursuing quality; effective learning communities meet faculty where they are; successful initiatives create new organizational structures, roles and processes; successful programs attract and reward competent people and build arenas for learning from one another; and successful programs have a living mission and a lived educational philosophy reaching constantly toward more effective practices.

Originality/value

Educators will draw rich lessons from this concise overview of learning community theory and practice and the story of these successful institutions.
Studying critical classroom encounters
Authors: Voss Roediger
Published: May 2009

Purpose

This paper seeks to explore satisfactory and unsatisfactory classroom (student‐lecturer) encounters in higher education from a student's perspective.

Design/methodology/approach

The critical incident technique (CIT) is used to categorise positive and negative student‐lecturer interactions, to reveal quality dimensions of the lecturer, and to reconsider which attributes of the lecturer are likely to cause satisfaction and which dimensions mainly lead to dissatisfaction. The study took place at a large commercial college. A total of 225 students took part in the study on a voluntary basis and reported 429 incidents. Respondents were aged between 16 and 21 years (mean age = 17.8). On average, every student provided 1.9 incidents.

Findings

The results of the CIT study manifested nine quality dimensions of lecturer behaviour, confirming previous research in this area. Quality dimensions that were mainly mentioned in the negative incidents were classified as “dissatisfiers” (“expertise”, “communication skills”, “fairness”, “assertiveness”, and “enthusiasm”), attributes that appeared in the positive incidents were labelled “satisfiers” (“flexibility”), and dimensions with a high score for both positive and incidents were described as “criticals” (“teaching skills”, “empathy”, “friendliness”).

Research limitations/implications

Owing to the exploratory nature of the study and the scope and size of its student sample, the results outlined are tentative in nature. The research study also only investigates the expectations and perceptions of one stakeholder group.

Practical implications

For instructors to improve students' experiences, they should address the identified “criticals” first before moving on to improving the “dissatisfiers” and then the “satisfiers”. Gaining knowledge of (deviations of) student expectations should be beneficial for lecturers to design their teaching programmes. Based on the results, colleges might consider the introduction of student contracts or student satisfaction guarantees to manage student expectations effectively.

Originality/value

The study shows that the CIT method is a beneficial tool for exploring classroom encounters in higher education. The paper has hopefully opened up an area of research and methodology that could reap further substantial benefits for researchers interested in this area.
Comparing alternative instruments to measure service quality in higher education
Authors: Brochado Ana
Published: May 2009

Purpose

The purpose of this paper is to examine the performance of five alternative measures of service quality in the high education sector – service quality (SERVQUAL), importance‐weighted SERVQUAL, service performance (SERVPERF), importance‐weighted SERVPERF, and higher education performance (HEdPERF).

Design/methodology/approach

Data were collected by means of a structured questionnaire containing perception items enhanced from the SERVPERF and HEdPERF scales and expectation items from the SERVQUAL scale, modified to fit into the higher education (HE) sector. The first draft of the questionnaire was subject to a pilot testing through a focus group and an expert evaluation. Data were gathered from a sample of 360 students of a Portuguese University in Lisbon. Scales were compared in terms of unidimensionality, reliability, validity and explained variance.

Findings

It can be concluded that SERVPERF and HEdPERF present the best measurement capability, but it is not possible to identify which one is the best.

Research limitations/implications

Since the study only examined the measurement capabilities of the five instruments at a single faculty, the collection of more data in other institutions is required in order to provide more general results.

Practical implications

The current results do make available some important insights into how the five alternative instruments of service quality in an HE context compare with one another.

Originality/value

The paper attempts to develop insights into comparative evaluations of five measuring instruments of service quality in an HE setting.
Conducting a graduate employer survey: a Monash University experience
Authors: Sid Nair Chenicheri , Mertova Patricie
Published: May 2009

Purpose

The purpose of this paper is to present a framework that can be utilized in the design of graduate employer surveys carried out by tertiary institutions as a form of monitoring their graduate attributes. It further aims to identify the potential issues and challenges that may be involved in undertaking such a survey.

Design/methodology/approach

The paper describes an approach to administering a graduate employer survey conducted at Monash University, Australia. The survey utilized a combination of means, involving telephone, e‐mail and mail‐outs. During a period of approximately four months, 2,753 companies were contacted and response was obtained from 464 of them. The survey instrument was based on 23 graduate attributes. In the course of the survey, employers were asked to rate graduate attributes in terms of importance and their satisfaction with the extent to which each of these attributes was demonstrated by Monash University graduates employed by the particular company. Open‐ended feedback was also sought from the employers.

Findings

Universities world‐wide have increasingly incorporated the development of the so‐called graduate attributes into their quality development mechanisms. One way of monitoring these graduate attributes has been through conducting graduate employer surveys. The paper presented a workable approach to collecting employer feedback, which may offer some guidance to other higher education institutions that may be considering introducing similar employer surveys. It also identified some of the issues and challenges involved in undertaking such a survey.

Practical implications

The paper discusses a number of practical limitations to administering an employer survey. These include the need for: a well‐sourced database of employers of the institution's graduates; established relations with industry and professional bodies; proper staffing and infrastructure; and awareness of timelines suitable for individual employers to complete such a survey. The implications for the university resulting from the limitations are that the leadership need to address these limitations in order to increase the efficiency and effectiveness of the future iterations of the graduate employer survey. The limitations may also serve as guidance to other institutions concerning aspects they need to address when planning to conduct a similar survey.

Originality/value

Internationally, and certainly in Australia, there are very few higher education institutions that have well‐established graduate employer surveys. The Monash University graduate employer survey outlined here may offer some guidance to tertiary institutions considering conducting similar graduate employer surveys.
Can a four‐dimensional model of occupational commitment help to explain intent to leave one's occupation?
Authors: Blau Gary
Published: May 2009

Purpose

The purpose of this paper is to test whether a four‐dimensional model of occupational commitment could help to help explain intent to leave one's occupation.

Design/methodology/approach

A total of 2,032 massage therapists and bodywork practitioners completed an on‐line survey measuring occupational commitment, intent to leave occupation, job satisfaction, job perception, and personal variables. Hierarchical regression analysis was used to test the study hypotheses.

Findings

Controlling for personal and then job‐related variables, general job satisfaction was a significant negative correlate of intent to leave the occupation beyond these variables. Controlling for personal, job‐related and job satisfaction, three of the four occupational commitment dimensions, affective, accumulated costs, and limited alternatives, were each significant negative correlates of intent to leave. Normative commitment was not a significant correlate. After controlling for lower‐order interactions, a four‐way interaction of the occupational commitment dimensions explained significant additional variance in intent to leave. Separate “high” (versus “low”) cumulative commitment subgroups were created by selecting respondents who were equal to or above (versus below) the median on each of the four occupational commitment dimensions. An independent samplest‐test indicated that low cumulative commitment massage therapists and bodywork practitioners were more likely to intend to leave than high cumulative commitment practitioners.

Research limitations/implications

Despite the cross‐sectional, self‐report research design, the results suggest that a four‐dimensional model of occupational commitment is useful for understanding intent to leave occupation. Given the costs and difficulties associated with changing occupations, follow‐up research using other samples and additional noted research design variables is needed.

Originality/value

The results and recommendations in the paper will be of interest to those involved in the field of human resources.