bluuebunny/crossref_metadata_2025 huggingface dataset:
The virtual automotive dealership: is it time? Is it legal?
Authors: Urban David J. , Hoffer George E.
Published: July 2002

The decade of the 1990s has seen unparalleled innovation in the retailing of new and used motor vehicles. Most recently the Internet has become the facilitator of change in auto retailing. After reviewing the current state of automotive Internet services, this article develops a model whereby a new entrant could introduce a vehicle line and market that line directly to the consumer via the Internet – “the virtual dealership”. Consummation of the transaction, vehicle delivery, warranty work, after‐market parts and service, and used car trade‐ins would be handled by existing players in the automotive infrastructure. Includes a discussion of potential problems, concentrating on legal restrictions imposed by state franchise laws.
Linux: a viable alternative or desert mirage?
Authors: McLaren Scott
Published: July 2002

You would have to be practicing librarianship on a desert island not to know at least a few colleagues who hate Microsoft. In 1991 a glimmer of hope, which has since become a steady light, began to shine for many who take, if not technical then at least ideological exception to Microsoft. That light, called Linux, is now all the rage in computer and technical‐oriented publications. Unhappily, Linux’s greaest strength is also its greatest weakness. It will fail precisely because it does not have the one characteristic that causes so many to hate Microsoft Windows: a huge corporation backing it up.
Empowering users with a new online catalog
Authors: Lombardo Shawn V. , Condic Kristine S.
Published: July 2002

In June 1998 Oakland University’s library migrated to a new online catalog. In order to determine user acceptance of the new OPAC, students receiving library instruction were asked to complete an open‐ended questionnaire eliciting comments on their likes, dislikes and online catalog preference. From the data collected, a second questionnaire was designed and distributed that focused on specific features of the new catalog identified in the first survey. Results indicated that users overwhelmingly preferred the new OPAC and found it easy to use; however, they experienced some difficulty using special features like truncation. The most popular feature of the new catalog was its remote access capability. Second‐generation OPACs possess features – such as electronic reserves capabilities and hypertext links – that are beginning to simplify the search process; but they have not yet developed into the intuitive, comprehensive systems that can empower users to seek information in new ways.
Experiencing the library in a panorama virtual reality environment
Authors: Yi Xiao Daniel
Published: July 2002

This paper investigates and illustrates the potential of using panorama virtual reality to enhance Web‐based library instruction. It describes a project in Sterling C. Evans Library at Texas A&M University that emulates a physical tour and renders it into an attention‐getting virtual tour with 360‐degree realistic views. The paper outlines three progressive developments in the use of tour as an instructional medium: the “physical tour”, the “Web virtual tour”, and the “virtual reality tour”. The project illustrates that panorama VR could be a powerful tool to combine the “physical tour” and the “Web‐based virtual tour” into one, making it a more useful medium that allows navigating, viewing, reading, hearing and remote access. The issues of design, hardware, software, and cost are addressed. The discussion also includes an overview of the Internet‐based VR technologies, a literature review of using VR technologies for learning and some considerations on future applications of panorama‐based virtual reality.
African Newspaper Union List: low‐tech resource/high‐tech access
Authors: Walsh Gretchen
Published: July 2002

Describes the development of the African Newspaper Union List by the Africana Librarians Council of the African Studies Association, in conjunction with the Center for Research Libraries. The process involved selecting a project which was attractive to funding agencies, effectively addressed a real problem of Africana libraries, and would not overburden already busy staff at the participating libraries. The difficulties that had to be overcome included the challenge of developing a high‐tech project for librarians whose main experience with technology was limited to its use in library service, not its design and implementation. Other challenges were the nature of the problems of acquiring publications from Africa, and the small pool of participating librarians who were widely scattered geographically, each in quite different institutional settings.
Construction of the Lied Library
Authors: Lee Kwon Myoung‐ja , Marks Kenneth E.
Published: July 2002

Active participation in the Lied Library construction management proved to be an interesting challenge as well as a learning experience for library personnel. Problems of architectural design flaws, change‐orders, and other issues were discussed during the project management weekly meetings in which the library was represented. In order to make the library technologically adaptable and extend the life of the building, different types of infrastructure were put into place, including an automated storage and retrieval system. Unanticipated problems caused construction delays, and the library administration had to remain flexible while preparing for the move into the building.
Preparing for technology: systems planning and implementation in Lied Library
Authors: Vaughan Jason
Published: July 2002

There are numerous considerations when constructing a state‐of‐the‐art twenty‐first century library. Major tasks include detailed network planning, system specifications, and equipment procurement. Collaborative teamwork and constant monitoring of the construction process are essential to ensure a successful outcome. Hardware and software that promote efficient management of various library systems will help ease the tremendous task of managing and troubleshooting the “beast” that has been created. Regardless of the amount of planning and vigilance, challenges and problems will occur during various phases of building construction and subsequent occupancy.
Research and Information Services in Lied Library
Authors: Heaton Shelley , Nozero Victoria , Starkweather Wendy
Published: July 2002

The issues involved in the planning for Research and Information Services at the Lied Library are discussed. Planning took place over an 11‐year period and required ongoing flexibility and adaptability to change during the extended time between initial planning and opening day. Some decisions regarding technology were made so late in the process that their full impact on services was not known until they were experienced when the building opened for use.
Using Bluestem for Web user authentication and access control of library resources
Authors: Cole Timothy W.
Published: July 2002

Profiles the use of the program Bluestem developed by the University of Illinois for the control of access and authentication. Uses HTTPs and HTTP cookies to identify users from a database held. Discusses the security issues the program is designed to resolve and the current use of the program before outlining future development of the project and the additional uses foreseen.
Things that go “bump” in the virtual night
Authors: Fore Julie A.
Published: July 2002

Considers the security of a server through the limiting of access, validity and integrity of information stored and maintenance of the availability and reliability of service provided by the server. Discusses first the internal threat through human error and inadequate software before looking at external threats from hackers. Provides suggestions to combat both problems and introduces further security measures which could reduce risk.
Acqweb: book buying in the age of the Internet
Authors: Belle Leiserson Anna
Published: July 2002

Profiles the development of Acqweb (an Internet gathering place for Librarians and other professionals interested in acquisitions and collection development). Outlines the structure of the site and discusses the tools which it possesses. Briefly covers design issues and looks at future possibilities.
The Library of Virginia‘s Digital Library Project
Authors: Roderick Elizabeth , Taylor Jean Marie , Byrd Sam , Courson Glen
Published: July 2002

Explains the development of a project by the Library of Virginia to provide universal Internet access to the state‘s vast treasury of historical documents, records, finding aids and photographs through the process of digitization. Considers selection criteria, the HTML gateway, catalogues and databases, the family bible project, electronic card indexes, microfilm digitization, colonial records and newspaper‐based history. Outlines ongoing and future projects.
Selecting a Z39.50 client or Web gateway
Authors: Turner Fay
Published: July 2002

This guide to the selection of a Z39.50 client presents numerous evaluation criteria and poses questions that should be asked when reviewing and testing end‐user products. The areas for consideration include whether to buy or build a Z39.50 client, the end‐user’s requirements, connecting to a remote server, searching, managing the search response, Z39.50 services, the vendor and testing. As some knowledge of the Z39.50 standard is helpful in the selection process and contributes to an understanding of how a Z39.50 client works, brief descriptions of some of the major aspects of Z39.50 are also included.
Building on the Cornell‐Yale Model: Digitizing the Radicalism Collection at Michigan State University
Authors: Seadle Michael
Published: July 2002

This article has two purposes. One is to summarize the elements of the Cornell‐Yale digitization model in a way that would be useful to other institutions planning to follow their effort. The people involved with the Cornell and Yale projects have done an exceptional job in documenting their work. They have been the Lewis and Clarks of the digitization process. But because they were the first to explore this unkown territory, not every facet of their experience applies to those who follow the path they blazed. It is necessary to see which parts of their experience are applicable to a large state university like Michigan State University (MSU). The other purpose of this article is to show how MSU‘s experience has expanded the Cornell‐Yale model. In this MSU is following their tradition of documenting features that could be useful and relevant to to others.
The social position of electronic text centers
Authors: Engle Michael
Published: July 2002

Electronic text centers exist in tension with structures and functions of research libraries that have been optimized to handle print materials. This article details the establishment and subsequent development of an e‐text center in the Cornell University Library and the issues that have been raised: the effects of spanning traditionally separate areas of the library, such as collection development, reference and instruction, information technology and support, and stack maintenance; the need for a wide range of language, technical and people skills in e‐text center staff; and the importance of collaboration with other parts of the library, other staff in the university, and other universities. As centers create more e‐texts locally, libraries will face increasing pressure to make the organizational changes necessary to effectively manage electronic collections.
Electronic journals in academic libraries: a comparison of ARL and non‐ARL libraries
Authors: Shemberg Marian , Grossman Cheryl
Published: July 2002

In late 1997/early 1998, we conducted a survey dealing with library provision of electronic journals and other electronic resources. We compared the responses from a census of Association of Research Libraries (ARL) to a sample of non‐ARL Master’s, Doctoral, and Research institutions. Of the 299 libraries surveyed, 250 surveys were returned for a response rate of 83.6 percent. Analysis of the responses emphasizes the number and types of computers available in libraries, electronic resources in libraries, past and future cancellation decisions and archiving responsibilities. It was determined that both ARL and non‐ARL libraries offer extensive electronic services to their constituents. Libraries are beginning to cancel paper journals in favor of electronic versions. There is little consensus about who will archive electronic journals.
Past into future: capturing library expertise in a virtual library
Authors: Daniels Wayne , Scardellato Kathy
Published: July 2002

The authors report on an initiative being carried out by the Toronto Public Library to create the Virtual Reference Library, in this way conserving and extending existing library expertise within a virtual setting. The first service to be offered, a Dewey application called Science Net, is described in terms of its origin, purpose, and design. In the second part, we discuss the VRL as a whole and describe its precursor service, WorldVue. We set out the aims of the VRL, touching on the basis for its funding, dealing at some length with its technical aspects, and providing an overview both of the progress made to date and the project’s future direction.
Library services to Canadian college students with print disabilities
Authors: Anne Epp Mary
Published: July 2002

Post‐secondary students with print disabilities (blindness, visual impairments, learning disabilities, physical handicaps) need information access to learning resources in alternate formats such as Braille, electronic text, large print, taped books, and tactile graphics. British Columbia College and Institute Library Services (CILS) is a provincial clearinghouse for resources for students and faculty with print impairments. CILS supplies resources tocomply with the “duty to accommodate” under Canadian Human Rights legislation. As a coordinated service, CILS provides services by direct loans, interlibrary loans with partner agencies, and production of new alternate format materials. This article describes the range of services and technological applications that are used to locate and produce resources to accommodate the students’ needs.
The evolution of information resource sharing infrastructure: an Australian perspective
Authors: McLean Neil
Published: July 2002

This paper examines the particular characteristics underpinning resource sharing among university libraries in Australia, and describes a series of projects aimed at improving the technical infrastructure of interlibrary lending. It also outlines the links between these national projects and a European flagship project aimed at building distributed information services environments. By way of conclusion, there is a summary of the challenges inherent in creating global information infrastructure.
Creating fee‐based online services: a new role for academic librarians
Authors: Trehub Aaron
Published: July 2002

Although much has been written about the impact of the Internet and the Web on libraries and librarianship, relatively little attention has been devoted to the subject of librarians as creators and even marketers of new online services. The present article describes two fee‐based online services at the University of Illinois Library at Urbana‐Champaign: the online version of the American Bibliography of Slavic and East European Studies (ABSEES); and the IRIS suite of funding‐information services. The author discusses the pros and cons of in‐house content‐creation and concludes that academic libraries have the raw materials and the know‐how to create valuable new online services, especially reference services.
Does successful work experience mitigate weight‐ and gender‐based employment discrimination in face‐to‐face industrial selling?
Authors: Bellizzi Joseph A. , Hasty Ronald W.
Published: July 2002

An experiment was carried out to evaluate whether or not relevant and successful work experience would mitigate employment discrimination in cases involving women and overweight industrial salespeople. The study was conducted in a salesforce setting and used practicing sales managers as subjects. The results indicate that for obese salespeople, positive work experience improved their fit for a job assignment only when the job was less challenging. In the case of a more challenging assignment, successful experience did not seem to help; non‐obese salespeople, with and without successful experience, were both considered more fit than obese salespeople with successful experience. Men and women were found to be equally fit for both more and less challenging assignments.
Marketing to the Family Firm
Authors: Maru File Karen , Mack Judith L. , Prince Russ Alan
Published: July 2002

There are increasing signs that business‐to‐business marketers are
targeting the 50 percent of all US companies which are family firms. New
theory from the family business studies field creates a reasonable
expectation that the buyer behavior of family firms is distinctive, but
there has been, to date, no empirical validation of this hypothesis.
This exploratory study of 124 businesses contrasts family and non‐family
firms on four dimensions of purchasing and finds that family business
engage in more protracted pre‐purchase search processes, and require
more interaction with their providers but reward providers with higher
propensity to engage in positive word‐of‐mouth behaviors and repurchase
intentions. These findings are both consistent with emerging theory in
the field and relevant to marketers to family businesses.
Electronic Data Interchange Implementation Strategies
Authors: Vlosky Richard P. , Smith Paul M. , Wilson David T.
Published: July 2002

Home center retailers are adopting interorganizational information
system (IOS) technologies to reduce order cycle time and improve
inventory management. One such technology is electronic data interchange
(EDI). Examines EDI adoption in the wood products supplier – home
center buyer channel. Discusses management implications and presents
recommendations.
The effect of interactive marketing on commercial customer
satisfaction in international financial markets
Authors: Maru File Karen , Mack Judith L. , Prince Russ Alan
Published: July 2002

Service providers worldwide are seeking competitive advantage
through the creation of long‐standing customer relationships. Current
theory holds that interactive marketing contributes most to customer
satisfaction which, in turn, provides customer motivation for long‐term
relationships. However, relatively little attention has been devoted to
the specific provider and customer behaviors that constitute interactive
marketing. Explores the frequency and significance of 15 specific
interactive marketing behaviors among 396 chief executive officer (CEO)
clients of commercial loan services in five countries. Results
demonstrate that higher levels of interaction are associated with higher
levels of satisfaction and that there are between‐country variations in
the types of interactive behaviors most associated with satisfaction.
International business development – what are the
considerations?
Authors: Watters Robert G.
Published: July 2002

Proposes a checklist of the considerations to be taken into account
in a UK financial services company going transnational (crossing
borders) which includes: identifying markets, market structures and
opportunities, customer segmentation, competitive advantage,
distribution channels, financial considerations, economic issues,
political environment, legislation and regulation, taxation, marketing
mix, technology, language, management control, past experience, methods
of entry, standardization and adaptation. Discusses the checklist item
by item and provides many examples of recent experiences by the leading
players. Highlights the importance of the interaction of the
considerations leading to a judgment call rather than a straightforward
yes or no to the decision to expand. Includes illustrated material to
back up the points made.
Distinguishing between manufacturer power and manufacturer salesperson power
Authors: Zemanek James E. , Pride William M.
Published: July 2002

Distinguishes empirically between the power that the manufacturer‐employee salesperson possesses in relation to the manufacturer itself in a channel containing an industrial distributor. Finds support for the belief that, compared with the manufacturer, the manufacturer’s salesperson has as much, if not more, influence on the distributor. Also examines the possible effects of a manufacturer salesperson’s specific power bases on the distributor’s perception of salesperson power and on distributor satisfaction.
A conceptual framework of the impact of technology on customer‐supplier relationships
Authors: Han Sang‐Lin
Published: July 2002

As new technologies and new processes are adopted by firms, the technology level of the firm is emerging as an important variable of inter‐organizational relationships. Examines the influence of technology levels on the customer‐supplier interactions and presents a conceptual model of the technology impact. Drawing on the marketing and social exchange literature, derives a set of research propositions in terms of major characteristics of interaction processes. Also discusses managerial implications of the study.
Cooperation in international value chains: comparing an exporter’s supplier versus customer relationships
Authors: Campbell Alexandra J.
Published: July 2002

To cope with the rising pressure for global competitiveness, exporters are increasingly cooperating with their suppliers and customers. This research empirically examines the factors which encourage exporters to cooperate with their major trading partners in international value chains. The results suggest that while there are some differences between customer and supplier relationships, trust, relative dependence and the exporter’s competitive strategy are key variables which encourage exporters to form cooperative trading linkages. The results also suggest that an exporter’s trading relationships are interconnected: an exporter’s cooperation with customers may depend upon its cooperation with suppliers.
Japanese product development strategies
Authors: Jacobs Laurence , Herbig Paul
Published: July 2002

Japanese corporate product development strategies are examined. Product development Japanese style is the dynamic and continuous process of adaptation to change in the environment. A background to the methods currently used, including the strategic role played by top management, self‐organizing project teams, overlapping development phases and multi‐learning, is provided. Strengths and weaknesses of Japanese industrial product development practices are related to the Japanese cultural heritage and the rationale for such practices explained in terms of the Japanese culture. Comments on future implications are made.
Industry viewpoint: relational interdependency and punctuated equilibrium
Authors: Feldman Les James
Published: July 2002

A better understanding of relational interdependency can help a buyer manage an effective level of commitment with a supplier and, consequently, increase successful exchange outcomes. The buyer which successfully manages relational commitment, encourages the supplier to make transaction‐specific investments for the buyer‐supplier working partnership. However, as the supplier makes these non‐redeployable investments, it also increases dependence on the buyer. The caveat is that a supplier which perceives a decline in buyer commitment will likely act to decrease this dependency on the buyer.
Creating competitive advantage in industrial services
Authors: Matthyssens Paul , Vandenbempt Koen
Published: July 2002

This article contributes to the marketing literature by identifying key success factors in industrial service markets. In industrial markets, services are becoming critical for the creation of competitive advantage. However, the marketing of these services has received relatively limited attention in the industrial marketing and services marketing literature. In order to close this gap, the authors undertook a qualitative research study to build a specific model of competitive advantage for industrial services. The model identifies three core elements in the creation of superior customer value. Further, three sets of “value drivers” are discussed. Ideas for further research and recommendations for business practitioners are formulated.
Case study: service support and capital goods ‐ dissolving the resistance to obtaining product acceptance in new business markets
Authors: Lichtenthal J. David , Long Mary M.
Published: July 2002

The authors note how the lack of proper support services impedes the adoption process for capital goods characterized as installations. Unstructured interviews were conducted with key managers, technical personnel, and boundary role individuals. In particular, service support factors between manufacturers, distributors, and end users are identified for pumps used in the oil production process. This includes service support provided by the manufacturer for the distributor in terms of timely delivery and processing of orders, advice and dealer training, and promotional support; between the manufacturer and the customer in terms of parts replacement and assistance for initial installations; and between the distributor and the customer in terms of follow‐up maintenance and customer education. An examination of every link in the chain from manufacturer through to end user, points to the manufacturer’s responsibility to augment service support at every step. The level of service support varies along a continuum depending on the type of capital goods installations. The gaps service quality model appears to have application in guiding service support for industrial goods.
Managing interdependency: a taxonomy for business‐to‐business relationships
Authors: Dabholkar Pratibha A. , Neeley Sabrina M.
Published: July 2002

Market leaders are constantly being forced to evaluate and modify their relationships and interactions with suppliers, buyers, and even competitors, in order to remain competitively viable in response to marketplace, technology, and competitive changes. Presents the Interdependency Cube framework which allows businesses to identify their current positions relative to their partners, and develop an understanding of what needs to be done in order to change their interdependency relationships. Real‐world examples illustrate different cells within the framework and demonstrate how a company can simultaneously, and successfully, have different types of strategic interdependencies with a number of partners, depending on the environment in each case. Managers can learn how vigilance and flexibility are vital to a company’s ability to change as its situation and circumstances change.
Organizational buying of capital equipment involving persons across several authority levels
Authors: Woodside Arch G. , Liukko Timo , Vuori Risto
Published: July 2002

We develop a general paradigm of organizational buying and customer preferences at several authority levels within retail firms. The paradigm includes ten propositions, including the following three: (1) Organizational buying involving persons at several authority levels occurs for purchases judged by the customer firm to be: (a) highly important, that (b) occur infrequently; examples include capital equipment purchases. (2) The consideration sets of possible product alternatives and suppliers are narrow for organizational buying involving several authority levels. (3) Professional buyers have moderate to low authority in the choice of product design and supplier in organizational buying involving several authority levels. The efficacy of the ten propositions is examined in two phases in a field study. Implications for building theory and improving marketing and purchasing decisions of capital equipment related to retail store operations are provided.
Business service market segmentation: the case of electrical and mechanical building maintenance services
Authors: Merrilees Bill , Bentley Rohan , Cameron Ross
Published: July 2002

Identifies market segments for a category of business services, namely building maintenance services. Hitherto there has been little research on business service segmentation. Data has been collected through written surveys and analysed by factor analysis and cluster analysis. Although only one type of business service is analysed, the method is applicable to other types. Four market segments were identified, with respective emphasis on customer focus, relationship seeking, price sensitivity and high expectations. The study indicates the value of segmentation analysis as a planning tool for business services, which is the newest and fastest growing sector in business‐to‐business marketing.
Impacts of services trade barriers: a study of the insurance industry
Authors: Zimmerman Alan
Published: July 2002

Barriers, especially non‐tariff barriers (NTBs), have been shown to have an important impact upon international trade in services. Foreign direct investment and market entry strategy theory do not adequately address the importance of NTBs in the decision‐making process. Previous studies indicate that service firms need to establish local presence to be successful in a foreign market. Where firms are unable to enter a market because it is blocked by trade barriers, some researchers suggest managers engage in specific entry strategies or strategic actions to overcome barriers. This study, based on in‐depth interviews with insurance executives, shows that trade barriers are one of several factors managers evaluate when deciding whether to enter a market. However, barriers can become a critical factor if they create prohibitive costs or difficulties. Based on the findings, this study proposes a new model of market entry decision making which hypothesizes that barriers can become a go/no‐go decision factor.
Processual issues in key account management: underpinning the customer‐facing organisation
Authors: Millman Tony , Wilson Kevin
Published: July 2002

Addresses the question of how to make key account management processes in industrial and business‐to‐business markets more customer focused. Considers the processual issues emerging from recent empirical research and looks at a range of factors: cultural; organisational; and attitudinal; which have been found to affect the benefits gained from attempting to implement KAM processes. Points are drawn from a number of different sources, such as: formal research projects, studying particular buyer/seller dyads, broader industry surveys, and from observations made during KAM workshops and consultancy projects. They are presented as a guide to those issues that will be the major focus of future research.
A strategic audit framework to improve supply chain performance
Authors: Gilmour Peter
Published: July 2002

States that considerable progress has been made in measuring the performance of the individual elements of the corporate supply chain. Uses a framework, which details these individual elements but also formalises their integration. Evaluates the characteristics of the individual supply chain elements. Examines the extent and appropriateness of the integration of these individual elements. Examines the use of technology as an appropriate means of integration. Evaluates the extent to which the supply chain operations are contributing to strategy deployment. Determines the appropriateness of supply chain‐related corporate change projects.
How e‐commerce is transforming and internationalizing service industries
Authors: Wymbs Cliff
Published: July 2002

Services account for over 50 percent ($3.6 trillion) of the 1997 gross domestic product for the USA, and more than 25 percent of world trade. However, information technology and the Internet are causing fundamental changes in the economics of service industries as new, network‐based, global e‐commerce business models emerge and begin to dominate. This analysis attempts to isolate the key factors driving the competitive transformation and globalization of the services industries. Highlights how the Internet is changing the level of information asymmetry between the buyer and seller and how this in turn is altering industry profitability.
Perceived risk and outcome differences in multi‐level service relationships
Authors: Macintosh Gerrard
Published: July 2002

Service relationships are often complex, involving multi‐level relationships. Customers can have relationships with the firm and interpersonal relationships with service personnel that vary in terms of strength and intensity. A study was designed to examine the relationship between perceived risk and type of service relationship. It also examined outcomes differences between different types of service relationships. The results suggest that consumers who have strong interpersonal relationships have the highest perceptions of category risk and the lowest perceptions of specific provider risk. The results also indicate that outcomes vary across different types of relationships. Customers who have strong interpersonal or strong person‐to‐firm relationships are less interested in alternatives, but only customers with strong interpersonal relationships are more dedicated, evidenced by greater cooperation, enhancement, identity, and advocacy.
Use of Credit Cards by Older Americans
Authors: Mathur Anil , Moschis George P.
Published: July 2002

Although older American spend increasingly large sums of money on goods
and services, it is widely believed by financial service providers and
retailers that these individuals make relatively little use of credit
cards. Using a large national sample of respondents from different age
groups, finds that older adults use credit cards as frequently as
younger adults when circumstances and opportunities for consumption in
both groups are similar. Age‐related declines in use of credit cards may
reflect changes in lifestyles and other circumstances associated with
age, not age per se. Discusses implications of the results for
retailers and consumer credit lenders.
Alumni Willingness to Give and Contribution Behavior
Authors: Tom Gail , Elmer Laura
Published: July 2002

Investigates the effect of alumni ownership of university insignia goods
and related alumni contribution behavior. Two distinct measures of
alumni contribution behavior‐willingness to give and actual contribution
behavior‐were used in this study. Willingness to give is a measure of
the desire or sentiment to contribute. Contributions are behavioral
manifestations of that sentiment. The results of the study indicate the
importance of alumni identification with the university both to alumni
willingness to give and donor behavior and suggests that identification
with the university results in ownership of university insignia goods.
Discusses programmatic strategies to increase alumni contributions
stemming from the findings of this study.
Competitive benchmarking of Korean luxury hotels using the analytic hierarchy process and competitive gap analysis
Authors: Min Hokey , Min Hyesung
Published: July 2002

As quality and profitability have become inseparable concepts, a growing number of service firms have considered quality their top priority in maintaining competitiveness. Commitment to service quality, however, is nothing more than lip service, unless management develops reliable service quality standards. Perhaps one of the best ways of developing such standards is to compare the firm’s service performance with that of the service leader and reassess its service performance continuously through competitive benchmarking. In an effort to establish practical guidelines for competitive benchmarking, proposes the use of an analytic hierarchy process and a competitive gap analysis. These methods can help the service manager to formulate viable service improvement strategies in the increasingly competitive service industry. Illustrates the usefulness of the proposed benchmarking methodology using the case of Korean luxury hotels.
Establishing ethical boundaries for service providers: a narrative approach
Authors: Bush Victoria , Harris Sharon , Bush Alan
Published: July 2002

The arena of services marketing provides numerous opportunities for ethical violations. As competition intensifies, service providers strive harder to please the customer which can increase the temptation to make ethical compromises. Presents the narrative paradigm as a normative model for ethical decision making in the services marketing environment. The narrative paradigm is learned through socialization and can be applied to the performances of service providers. By viewing services rendered from the narrative perspective, service marketers may be able to discern hidden moral issues, or potential controversial activities. Introduces the concept of services as a performance and the current status of ethics in marketing with implications for the service industry. Introduces the narrative paradigm and gives examples of how it can be applied to the service marketing environment.
Symbols in service advertisements
Authors: Cobb‐Walgren Cathy J. , Mohr Lois A.
Published: July 2002

Studies the presence of symbols in the service advertisements. Examines the denotative visual content of service advertisements from 1982‐1992 in order to better understand the role relationships between provider and consumer. The study begins with the premise that power and commitment are two dimensions of role relationships which distinguish types of services. The research then explores the various ways in which power and commitment are conveyed through manifest nonverbal symbols.
The advertising of services: what is an appropriate role for humor?
Authors: Fugate Douglas L.
Published: July 2002

The use of humor is quite prevalent in the promotion of US goods and services. Estimated expenditures on humorous advertisements are in the billions and a majority of advertisements may contain some humorous elements. Unfortunately, not much attention has been focused specifically on the role of humor in the advertising of services. By using the available humor‐related literature and synthesizing it with services marketing literature, a set of logically supported propositions was determined. Specifically, propositions are offered regarding the ability of humor to attract attention, increase comprehension, effect source credibility, and enhance liking. In addition, audience factors, the nature of the service product, the superiority of humor over non‐humor, the relatedness of humor to the product and the extension of humor into the international marketplace are examined.
The influence of coupon face value on service quality expectations, risk perceptions and purchase intentions in the dental industry
Authors: Garretson Judith A. , Clow Kenneth E.
Published: July 2002

In recent years, professional service organizations have begun to successfully implement various sales promotion techniques, and potential customers are responding favorably to such promotions. This exploratory research examined the impact of sales promotions on consumer attitudes and intentions. More specifically, the influence of coupon face value on service quality expectations, perceived purchase risks, and purchase intentions was examined. The results indicate that while coupons positively impact the purchase intentions of dental services, the positive impact was negated by negative impacts on service quality expectations and perceived purchase risk. Further results and implications of the study for professional services are addressed.
Developing marketing strategies for transnational service operations
Authors: Lovelock Christopher H.
Published: July 2002

Defines transnational strategy as the integration strategy formulation and implementation across all countries in which the company elects to do business, in contrast to a multidomestic (or “multilocal”) approach that provides for independent development and implementation of strategy by management units within each country. Asks how different types of service firms should move from multidomestic strategies, to the creation of a truly transnational strategy. Considers three perspectives: first, the nature of services marketing in a large federal country like the USA; second, the drivers that stimulate the internationalization of an industry and the different ways in which they apply to three broad types of services; and third, how the concept of core and supplementary services can be applied to both standardization and customization of services in a global setting.
Scanning book tables of contents: a preliminary report on costs and procedures
Authors: Wheeler William J.
Published: July 2002

This is an initial report on a pilot project to assess the costs associated with scanning some monograph tables of contents (TOCs) and the value of the TOC enhancement to their subject accessibility in the online catalog. Funded in part with grant monies from the US Department of Education Title VI program, this project study was first presented in a poster session at the ALA’s 1999 annual meeting in New Orleans. Examines the reasons for the study, procedures used, simple and complex costs associated with the work, and problems encountered. Concludes that TOC scanning may be worthwhile for well‐defined and valuable monograph collections, but probably too costly for a whole library or any loosely defined collection
Outsourcing: a customer’s perspective on the process and the potential
Authors: Walker Thomas M.
Published: July 2002

Many public library administrators are being forced to look toward outsourcing as a way of securing critical support services. Begins with a description of the Charleston County Library’s use of cataloging outsourcing services, followed by an explanation of the various methods employed by vendors to transmit cataloging data to customers. There are practical suggestions for those considering an outsourcing arrangement, with solutions for offsetting the cataloging quality shortcomings inherent in some outsourcing practices. Concludes that with proper planning and vigilance, outsourcing can produce a quality product, one that will allow the technical‐services staff the time needed to construct a unified index for the library’s multifarious materials and information sources.
Interlibrary loan and document delivery: costs and fees
Authors: Martin Murray S.
Published: July 2002

Presents a comparison between the two modes of information delivery and discusses the costs involved, along with their place in the library budget. Cost recovery has become a hot issue, but must be considered within the library’s mission. Considers various responses and their consequences, including the results of using commercial services to meet library goals. Offers a methodology for determining the library’s policy decisions. Legal and financial ramifications are included in this consideration. Recommends careful examination of goals and objectives in setting into place either procedure.
Is your library ready to try direct mail?
Authors: Covier Hannah Kathryn
Published: July 2002

Libraries should not be put off by the initial investment required to build an annual fund. Although direct mail is expensive, it is the only way to acquire a large number of new donors to launch an annual fund program. Such programs can raise significant revenue for library operations. They work on the premise that a large base of so‐called “small” donors, giving year after year, can provide a level of stable support beyond money raised for special projects. Includes a proven 13‐step plan for building an annual fund using direct mail techniques.
Trends in volunteerism
Authors: Johnson‐Coffey Georgean C.
Published: July 2002

Discusses four national trends affecting volunteerism: service learning, family volunteering, influence of corporations, and welfare reform. Discusses the impact of these trends on volunteer programs within libraries. Offers examples of how library staff can utilize the skills of volunteers who are allied with these trends in order to provide high levels of quality service to library patrons.
Managing with technology: automating budgeting from acquisitions
Authors: Barnes Marilyn E.
Published: July 2002

Librarians can harness technology to the behind‐the‐scenes labor of essential library operations. In acquisitions, technology can save hours by providing shortcuts for materials selection, budgeting, and ordering. Careful planning and the use of computer macros can eliminate duplication of effort, reduce mistakes, and keep the budget under complete control at the same time. By applying macros to acquisitions and budgeting, librarians can compress the acquisitions process to three types of documents: the purchase order, the budget‐line materials approval sheet, and the master budget. Purchase considerations are keyed into individual purchase orders, which become both planning and purchase documents. Single keystrokes copy tentative order items and total amounts into approvals sheet and master budget. Macros written for use with Excel are provided in the text and may be copied to set up the automated system described.
Fundraising as a small business enterprise
Authors: Simon Matthew
Published: July 2002

Suggests that fundraisers too often focus on wooing donors of large gifts. A relatively small number of success stories notwithstanding, greater success is achieved by developing modest fundraising enterprises which can generate an income to support the organization. Such fundraising activities are, in actuality, small business enterprises. The author suggests that, like entrepreneurs, nonprofit fundraisers should develop detailed business plans. The article discusses steps for such a plan including generating fundraising ideas, establishing a time frame, reducing start‐up costs, planning, delegating tasks, and building upon success.
Alternative funding for libraries: a plan for success
Authors: Covier Hannah Kathryn
Published: July 2002

Libraries have barely begun to exploit alternate funding potential. Provides essential information and outlines the steps for planning using a team approach. Library staff and support group leaders will find the information helpful as their guide to fundraising for a library. Provides the tools to develop a powerful, customized library fundraising action plan. Provides the three phases of planning, a planning questionnaire, and guidelines for the planning team. Describes fundraising strategies for libraries in detail and sample planning worksheets clarify how the plan should look.
Allocating costs in a consortial environment: a methodology for library consortia
Authors: Sloan Bernie
Published: July 2002

Reports on the Illinois Library Computer Systems Organization (ILCSO) assessment methodology task force’s work in determining their assessment formulae for the decade covering ten fiscal years, 1988‐1999. The article includes the rationale ILCSO used for membership assessments, assessment totals by fiscal year, assessment methodologies by fiscal year, new member assessments and an appendix detailing the cost allocation methodologies used by 21 other consortia.
Boo! Outsourcing from the cataloging perspective
Authors: Swan Hill Janet
Published: July 2002

The very term “outsourcing” is seen by many cataloging departments as a scary word. However, the term is used to mean different things by different people. It carries meanings ranging from traditionally outsourced activities to more recent outsourcing of entire functions, departments, or units. This article identifies long‐accepted ways in which cataloging departments have utilized outsourcing and differences and similarities between those practices and more recent outsourcing activities.
Managing and coping with electronic serials: a report from the ACRL New England Chapter Serials Interest Group’s Fall 1996 program
Authors: Gabriel Joseph A.
Published: July 2002

Presents a summary report of the Association of College and Research Libraries New England Chapters Serials Interest Group’s Fall 1996 program, which dealt with electronic serials. The program’s four principal speakers each dealt with a major aspect of electronic serial management: collection development, public services, cataloging and systems. This summary report focuses on the management aspects of each of these four areas.