bluuebunny/crossref_metadata_2025 huggingface dataset:
Market dominance, promotions, and shopping mall group performance
Authors: Parsons Andrew G. , Ballantine Paul W.
Published: September 2004

A common complaint about shopping malls is the “sameness” of them. Despite this, shopping mall groups are increasingly using group branding as the basis for promotional activities, emphasising the security for the customer of knowing that they will receive the same level of mix, no matter which “branch” is shopped at. This research examines the effectiveness of group versus local promotional activities, with the premise that level of local market dominance will impact on the effectiveness of both promotional types. The two key performance indicators of sales and foot traffic were used to measure effectiveness. Findings suggest that promotional type and level of market dominance have significant effects on sales and traffic. Managerial implications are offered, along with suggestions for future research extending this study to other retail groups.
Malls and consumption motivation: an exploratory examination of older Generation Y consumers
Authors: Martin Craig A. , Turley L.W.
Published: September 2004

Although malls have been a topic of interest to marketing researchers for at least 35 years, the attraction between malls and Generation Y consumers has received little interest from marketing academics. This study focuses on the attitudes that the older segment of Generation Y consumers (19‐25) have toward a mall, and on their consumption motivation. Key findings include that Generation Y consumers are more likely to be objectively rather than socially motivated to consume. The findings also suggest that objective motivations to consume predict an individual consumer's perception of a shopping mall's ambience, layout, and his or her involvement in the shopping process. Social motivations to consume predict perceptions of a mall's ambience, design, variety, and excitement, as well as the consumer's desire to stay and intent to return to the mall. Managerial implications include using objective information, such as price‐oriented promotions, when trying to attract older Generation Y consumers.
Restructuring Scottish grocery retailing: the rise and demise of
Shoprite and Wm Low
Authors: Sparks Leigh
Published: September 2004

The changing consumer market in Scotland in the 1980s attracted
considerable retailer attention. Arguably, the introduction by Shoprite,
in November 1990, of the deep discount format destabilized the existing
corporate retail structure and set in motion a series of challenges to
the existing retail landscape that led to a major restructuring. This
restructuring has involved the demise of Shoprite itself under massive
pressure from established retailers and the takeover of Wm Low by Tesco
after a bidding war with J Sainsbury. Details the story of Shoprite′s
rise and demise and the linked takeover of Wm Low, and discusses their
importance.
An integrated model for the design of agile supply chains
Authors: Christopher Martin , Towill Denis
Published: September 2004

The latter part of the twentieth century saw the lean production paradigm positively impact many market sectors ranging from automotive through to construction. In particular there is much evidence to suggest that level scheduling combined with the elimination of muda has successfully delivered a wide range of products to those markets where cost is the primary order winning criteria. However, there are many other markets where the order winner is availability. This has led to the emergence of the agile paradigm typified by “quick response” and similar initiatives. Nevertheless, “lean” and “agile” are not mutually exclusive paradigms and may be married to advantage in a number of different ways. This paper explores ways in which hybrid strategies can be developed to create cost‐effective supply chains and proposes an integrated manufacture/logistics model for enabling the essential infrastructure.
Critical success factors in agile supply chain management ‐ An empirical study
Authors: Power Damien J. , Sohal Amrik S. , Rahman Shams‐Ur
Published: September 2004

This paper analyses results from a survey of 962 Australian manufacturing companies in order to identify some of the factors critical for successful agile organizations in managing their supply chains. Analysis of the survey results provided some interesting insights into factors differentiating “more agile” organizations from “less agile” organizations. “More agile” companies from this study can be characterized as more customer focused, and applying a combination of “soft” and “hard” methodologies in order to meet changing customer requirements. They also see the involvement of suppliers in this process as being crucial to their ability to attain high levels of customer satisfaction. The “less agile” group, on the other hand, can be characterized as more internally focused with a bias toward internal operational outcomes. They saw no link between any of the independent variables and innovation, and appear to see technology as more closely linked to the promotion of these operational outcomes than to customer satisfaction. The role of suppliers for this group is to support productivity and process improvement rather than to promote customer satisfaction.
Exploring the experiences of collaborative planning initiatives
Authors: Barratt Mark , Oliveira Alexander
Published: September 2004

Supply chain integration (or synchronisation) is to a large extent still only a promise, despite many considerable efforts by organisations and their customers and suppliers. Lack of visibility of true consumer demand and collaborative relationships based upon joint decision making remain significant barriers to the goal of supply chain integration. Collaborative planning, forecasting and replenishment (CPFR) is a strategy which promises to overcome these barriers, and seeks through joint planning, joint decision making and the development of a clearer understanding of the dynamics of the supply chain replenishment process to deliver some of the promised benefits of actual supply chain integration. Despite the existence of a detailed and comprehensive process model, and promising initial results there has not been widespread adoption of CPFR, justifying the need to revisit the process model and to further explore the inhibitors and enablers. Based upon a review of the existing literature and a comprehensive survey of participants in existing CPFR implementations, this paper identifies the critical inhibitors and makes some proposals as to how these inhibitors may be overcome.
Improving order‐picking performance through the implementation of class‐based storage
Authors: Petersen Charles G. , Aase Gerald R. , Heiser Daniel R.
Published: September 2004

Class‐based storage (CBS) partitions stock‐keeping units (SKUs) into storage classes by demand and randomly assigns storage locations within each storage class area. This study compares the performance implications of CBS to both random and volume‐based storage (VBS) for a manual order picking warehouse. In addition, this study considers the effect of the number of storage classes, the partition of storage classes, and the storage implementation strategy applied in the warehouse. The simulation results show that CBS provides savings in picker travel over random storage and offers performance that approaches VBS. Other operational issues having an impact on warehouse performance are examined. The results offer managers insight for improving distribution center operations.
Toward a unified theory of logistics
Authors: Mentzer John T. , Min Soonhong , Michelle Bobbitt L.
Published: September 2004

Despite the growing importance of logistics in corporate strategy and the global economy, the logistics literature reveals little effort to build a unified theory of logistics (i.e. a theory of the role of logistics in the firm). Thus, the purpose of this paper is to move toward a unified theory of logistics within the contexts of the strategic role and capabilities of logistics. Considering the importance of logistics in today's corporate strategy, various theories of the firm are adapted to explain the reasons for logistics activities within the firm. The proposed theory should serve as a conceptual reference point for future theory development and empirical research in logistics.
Customer perceptions on logistics outsourcing in the European consumer goods industry
Authors: Wilding Richard , Juriado Rein
Published: September 2004

This paper investigates customer perceptions on three key logistics outsourcing decisions: why to outsource, what to outsource and how to manage satisfaction within third party logistics providers (3PLs) partnerships. In addition to an analysis of the current literature, a Europe‐wide postal and telephone survey revealed that outsourcing in the consumer good industry is heavily service driven and focused on the traditional logistics functions. The key findings of the work are that cost aspects play a smaller role for outsourcing in the consumer goods industry than anticipated, and that performance measurement systems will require increased sophistication over the coming years. It was found that a considerable number of consumer goods companies admitting that soft issues, such as cultural incompatibility and poor communication, may lead to the failure of the 3PL partnership.
Supply chain B2B e‐commerce and time‐based delivery performance
Authors: Iyer Karthik N.S. , Germain Richard , Frankwick Gary L.
Published: September 2004

The research empirically investigates the relationships among supply chain B2B e‐commerce, environmental uncertainty, organizational structure, and time‐based delivery performance. The results show that B2B e‐commerce enhances time‐based delivery performance. The process turbulence component of environmental uncertainty has direct influence on B2B e‐commerce implementation and an indirect influence as mediated by the integration dimension of organizational structure. Process turbulence thus indirectly has a positive effect on time‐based delivery performance, whereas demand unpredictability has no effect. Integration within the firm associates with B2B e‐commerce implementation, while decentralization and formal control are unrelated to B2B e‐commerce.
Interactive vulnerability in buyer‐seller relationships: a dyadic approach
Authors: Svensson Göran
Published: September 2004

The topic is the construct of interactive vulnerability in buyer‐seller relationships based upon mutual time‐ and relationship‐dependencies. The research is based upon a selection of focal dyads between a vehicle manufacturer and its most important suppliers. The principal contribution is a framework of operationalization and analysis of the construct of interactive vulnerability and an empirical illustration of interactive vulnerability in the automotive industry. A methodological contribution of the study is its dyadic approach of vulnerability in buyer‐seller relationships. Theoretical and managerial implications, as well as suggestions for further research, are provided.
ISO in the service sector: perceptions of small professional firms
Authors: McAdam Rodney , Canning Norman
Published: September 2004

There is a need to evaluate the ISO system in respect of the 1994 amendments for service industries. This paper examines the impact that ISO 9000 has had in the service sector by studying professional quantity surveyors, who form part of the design team for the building construction industry. A questionnaire, formatted from preliminary qualitative interviews explored the extent of registration to the standard, the perceptions held regarding the benefits of ISO 9000, the effect on staff and clients and the costs involved. The analysis shows that the majority of firms have not yet registered. Those that have registered have done so mainly for marketing reasons, but have also experienced internal improvements. The findings also indicate that the informal quality systems of the smaller firms, based on detailed customer knowledge, are not inferior to ISO 9000. Furthermore, it is concluded that, while providing some degree of increased rigour, ISO 9000 should be used in conjunction with more proactive business improvement approaches.
Improving the measurement of customer satisfaction: a test of three methods to reduce halo
Authors: Wirtz Jochen
Published: September 2004

Many firms measure customer satisfaction on an attribute‐by‐attribute level. Past research has shown that halo errors can pose a serious threat to the interpretability of such data. Examines three factors that potentially reduce halo, using a combination of an experimental and quasi‐experimental research design. Three conclusions were drawn. First, measurement after consumption showed less halo than delayed measurement. Second, relative rating scales contained less halo than standard satisfaction scales. Third, an interaction effect was found between the number of attributes to be evaluated and the rating scale used. The evaluation of many attributes reduced halo in comparison to an evaluation of few attributes when a standard satisfaction rating scale was used. However, when the more complex relative rating scale was used, halo was not reduced when subjects had to evaluate a large number of attributes, perhaps due to the increased complexity of the task.
Call centre management: is service quality a priority?
Authors: Gilmore Audrey
Published: September 2004

In recent years the call centre industry has grown rapidly in size and popularity. In so doing the industry has been perceived to suffer from some of the problems associated with industrial mass production. The nature of the requirement to answer a high number of calls in these centres had led to the use of a traditional “production‐line” management approach. Recently, as a result of both customers’ and employees’ expectations rising in relation to service delivery, the trend is for call centre operations to become more focused on staff empowerment, moving away from the traditional production‐line approach. For many companies this has become a difficult management problem. This paper reports on one such company. Following a number of years’ reliance on carrying out surveys of customer perceptions, and a history of subsequent lack of service improvement, this research used an in‐depth case study approach incorporating observation studies, interviews with different levels of managers, and focus‐group discussions with front‐line service delivery staff (agents). The findings identified the service quality issues to be addressed in order to reconcile customers’ and agents’ needs; and the implications for managers.
The system dynamics model for engineering services
Authors: Lai C.L. , Ip W.H. , Lee W.B.
Published: September 2004

Service industry is recognized as being an important industry in Hong Kong and continues to support manufacturing bases in China and other low cost manufacturing countries. However, there is a lack of research on the modelling and analysis of service industry appropriate to Hong Kong’s environment. In this paper, the workflow of a service support department is illustrated using system dynamics modelling approach. The fundamental purpose of system dynamics (SD) is to analyze the information‐feedback of system behaviour as well as to develop mathematical models of dynamic interrelationships. A computer simulation system is used to explore the interactions making experimental system design possible. A model is proposed to simulate the behaviour of this department and to increase the efficiency. The analysis indicates that in order to decrease the turnover time of providing engineering service, it is necessary to make a strategic change to develop new culture and operation structure. The experience demonstrates that system dynamics is a practical approach to identify the relationship between the different service processes and improve the operation efficiency.
The role of emotional satisfaction in service encounters
Authors: Wong Amy
Published: September 2004

This paper empirically examined the role of emotional satisfaction in service encounters. Specifically, this study seeks to: investigate the relationship between emotional satisfaction and key concepts, such as service quality, customer loyalty, and relationship quality, and clarify the role of emotional satisfaction in predicting customer loyalty and relationship quality. In doing so, this study used the relationship between emotional satisfaction, service quality, customer loyalty, and relationship quality as a context, as well as data from a sample survey of 1,261 Australian retail customers concerning their evaluation of their shopping experiences to address this issue. The results show that service quality is positively associated with emotional satisfaction, which is positively associated with both customer loyalty and relationship quality. Further investigations showed that customers' feelings of enjoyment serve as the best predictor of customer loyalty, while feelings of happiness serve as the best predictor of relationship quality. The findings imply the need for a service firm to strategically leverage on the key antecedents of customer loyalty and relationship quality in its pursuit of customer retention and long‐term profitability.
TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness
Authors: Yasin Mahmoud M. , Alavi Jafar , Kunt Murat , Zimmerer Thomas W.
Published: September 2004

The literature clearly indicates that service organizations are lagging behind their manufacturing counterparts in terms of the effective deployment of total quality management (TQM) practices aimed at achieving operational and strategic objectives. The objective of this study is to shed some light on the current TQM practices of service organizations. In general, the results of this study appear to confirm the reported literature findings concerning outcomes and benefits of effective TQM implementation. More importantly, the results underscore the differences in TQM implementation practices and benefits due to some industry‐specific factors. The lack of commitment to TQM implementation on the part of high percentage of the surveyed service organizations in this study is alarming.
Market oriented learning and customer value enhancement through service recovery management
Authors: La Khanh V. , Kandampully Jay
Published: September 2004

While recovering from service failures is often viewed as an operational concern, service providers can also adopt a strategic and conceptual service vision for managing their service recovery. This paper discusses how the management of service failures can be utilised as a catalyst to effectively initiate organization‐wide learning and can serve as a reflection of the firm's market orientation to enhance value. Failure‐recovery, at its inception, acts as an external‐to‐internal trigger that initiates numerous changes (innovations) – operational changes, strategic changes and conceptual changes. These changes guide the implementation of various value enhancing innovations throughout the entire organization and positively affect the firm's service vision and mission.
Quality on Course at Swissair
Authors: Farner Gilbert
Published: September 2004

Examines the implementation of quality measures at Swissair, a mixed
economy limited airline corporation. This was encouraged by the
introduction of ISO 9001 certification. Suggests that this was strange
in a company where quality is an essential ingredient of air safety and
indeed is a permanent state of mind. Concludes that ISO 9001 was a
catalyst for progress at both the technical level and in the challenge
which it called on Swissair to face.
Total Quality and Management
Authors: Choppin Jon
Published: September 2004

Examines, in the form of a second amusing discussion, ways in which
total quality can be implemented in a company. Looks at the role of
managers and how their roles would be affected by the introduction of
total quality. Concludes that education could be the key to helping
managers to change.
BS 5750 – History Shooting Quality in the Foot
Authors: Seddon John
Published: September 2004

Describes the results of research into companies registered to BS 5750
(ISO 9000). The research pointed to problems with both the Standard and
its implementation. Looks into the history of the Standard in an attempt
to account for the problems being experienced today. Argues that what
was relevant and important at the time of the Standard’s genesis has
changed as markets and organizations have evolved, and thus it has
little relevance to today’s organizations.
Problems and Pitfalls of Customer Service Initiatives
Authors: Macaulay Steve , Cook Sarah
Published: September 2004

Companies have increasingly undertaken customer service initiatives only
to find their programmes beset with difficulties. Addresses the problems
and pitfalls of initiating and sustaining a customer service programme.
Provides practical advice on how to ensure that initiatives improve
customer service in the long term.
“I Serve”
Authors: Choppin Jon
Published: September 2004

The basic ingredients of most total quality initiatives are the customer
relationships. However, the concept of “customer” may not be sufficient to
improve people in organizations to greater effort. The structure of many
organizations is based on control rather than on service. Some
organizations are re‐examining their structures to give greater
flexibility and place greater emphasis on mutual service.
How to Avoid Being Bullied by Unreasonable Customers
Authors: Bailey Diane
Published: September 2004

Examines methods of protecting organization from being bullied by
customers who take customer service too far, the main aim being to
minimize any damage and unpleasantness. Several steps are defined
– defining what is possible and can be expected, recognizing types of
customer, and training staff and managers. Concludes that most
importantly, staff must be supported when following company policy.
Measuring and monitoring service quality at Malaysia Airlines
Authors: Mat Zaid Abdullah
Published: September 2004

Malaysia Airlines’ vision is to become an “airline of
excellence”. Describes the various methods in place for feedback
– how service quality is measured and monitored – in order
to ensure that quality is maintained.
How Alitalia improves service quality through quality function
deployment
Authors: Ghobadian A. , Terry A.J.
Published: September 2004

In today’s competitive markets “quality” is a business
imperative rather than a luxury. Increasingly in many markets
“quality” is the price of entry and in others a major source
of competitive advantage. The ability to design a “services
package” that consistently meets the customers’ requirements is an
important element of a successful quality improvement strategy. The
inherent nature of “service package” complicates the design
problems. Quality function deployment (QFD) is a systematic technique
for designing products or services that are based on customers’
requirements. QFD, although traditionally associated with the design of
physical products, is equally applicable to service design. Examines how
Alitalia’s experience suggests that the use of QFD techniques allows the
development of a service package which effectively meets the key
customers’ requirements. Presents recommendations and a framework for
the specific use of QFD by service organizations, which if utilized
should secure competitive advantage.
Employee morale and its impact on service: what companies do to
create a positive service experience
Authors: Jerome Laurie , Kleiner Brian H.
Published: September 2004

States that people are vital to the success or failure of services.
Companies are now becoming people‐oriented, not profit‐centred,
providing training and technology and investing in people. Examines
three amusement parks, including Disney, and considers several common
practices and some unique ones. Covers recruitment, orientation,
customer service strategies, employee programmes, morale and motivation.
Concludes that although companies perceive customer service as being
vital, most copy Disney’s models, including those of staff motivation
and employee morale.
Developing an appropriate quality award for Northern Ireland
Authors: McAdam Rodney
Published: September 2004

Describes the economy of Northern Ireland and the role of the Northern Ireland Quality Centre. Explains the Northern Ireland Quality Award, and the need to develop the criteria to bring it in line with the European Quality Awards. Examines how the alignment was achieved; and concludes with a list of recommendations.
The changing role of internal communication in tomorrow’s company
Authors: Smythe John
Published: September 2004

Posits that the context of internal communication is changing rapidly, and that most organizations are seeking to reduce communications. Identifies nine roles of communication, including: cultural conscience, interpreter of ethics, facilitator of re‐visioning and openness, and communication planner. Concludes that communication is vital for future success.
Texas Instruments Europe ‐ winner of the European Quality Award 1995
Authors: Scarisbrick John
Published: September 2004

Outlines Texas Instruments Europe’s programme for the European Quality Awards, and how the company won the award in 1995. Explains why it was adopted, how it was executed and the benefits the company has gained. Also describes the annual improvement process used by TI Europe on a pan‐European basis, integrating the European Foundation for Quality Management as a tool to define priorities and provide a common language across borders, cultures and businesses.
Solving the problem: managing complaints at BUPA
Authors: Dingemans Norman
Published: September 2004

Defines a complaint as an occasion on which one fails to meet a customer’s expectations. Examines ways in which complaints should be handled when received by an organization. Shows how it is necessary to identify the correct root cause of the problem before acting and suggests strategies for handling and dealing with complaints as they are received in order to achieve this. States it is essential to have a named person to manage complaints or at least that the person at the point of contact with the customer should be empowered to assume this responsibility.
Growing relationship marketing’s role within Renault UK
Authors: Mack Tim
Published: September 2004

Describes and outlines the reasons for Renault’s recent success in the UK new car market; the company’s market share has increased from 3.5 per cent to over 6 per cent in the period 1990‐1996. Analyses Renault’s distinguishing features from its brand competitors and shows how the company has capitalized on these, using the successful television advertising campaign for the Clio as an example. Describes how the company’s relationship marketing efforts are being led by the television advertising. States that Renault’s training and benchmarking programmes have also played a significant part.
Using the conversion model to optimize customer retention
Authors: Richards Trevor
Published: September 2004

Begins by defining the conversion model ‐ a model used as a marketing tool to identify commitment to different brands of goods or services. Argues that there is a difference between committed and uncommitted customers which is not related to service quality and that this makes it difficult to predict customer retention based solely on these grounds. Other factors also drive commitment. Presents two short case studies based on these assumptions.
Using organizational survey results to improve organizational performance
Authors: Waclawski Janine
Published: September 2004

Examines the use of organizational surveys as a way of improving organizational performance in financial services firms. States that, in a service organization, culture is just as important as leadership style and sets out to demonstrate this. Customer skills ratings and financial performance measures were collected and collated over an 18‐month period and compared to the results of an organization survey. Outlines the factors having the greatest impact on financial services and suggests strategies for improvement.
Do It All’s loyalty programme ‐ and its impact on customer retention
Authors: Clayton‐Smith David
Published: September 2004

Describes a bonus card system and examines the results of an analysis of bonus card transactions giving key customer segments. Looks at retention and acquisition strategies and emphasizes the importance of keeping pace with customer expectations.
Women‐only networks as a strategy for change? A case study from local government
Authors: Pini Barbara , Brown Kerry , Ryan Chris
Published: September 2004

Across both the private and public sectors one strategy that has been used to support women in leadership roles and to increase women's participation in leadership positions has been to establish formal female specific networks. This paper examines the efficacy of such a strategy through a case study of one such group – the Australian Local Government Women's Association. Data for the paper are drawn from interviews with the 19 female mayors in the Australian state of Queensland. Participants were divided in their views about the organization. One group expressed support for women's networking, a second group was critical of women organizing in such a way and a third group expressed ambivalence about the value of women's networks. This paper draws on these views to assess the transformative potential of women's networks. It concludes that women‐only networks have a valuable role to play in securing greater equity for women in management.
Diversity programs: influencing female students to sport management?
Authors: Moore Mark E. , Parkhouse Bonnie L. , Konrad Alison M.
Published: September 2004

The purpose of this study was to examine the effect of diversity programs on female student representation within sport management preparation programs. A questionnaire was sent to 172 undergraduate and graduate sport management preparation programs at the North American Society for Sport Management member institutions and 72 completed surveys were returned. These data were used to test a confirmatory path model at the undergraduate and graduate levels. Results show that diversity programs continue to be developed, and that diversity program leads to increase female student representation within undergraduate and graduate sport management preparation programs. Based on the findings of this study, student diversity programs are assisting to eradicate barriers for women in the sport management profession.
Women entrepreneurs in Cyprus: a new dynamic in Cyprus economy
Authors: Nearchou‐Ellinas Lina , Kountouris Ioannis S.
Published: September 2004

This paper describes the findings of a unique nationwide research on female entrepreneurial activity in Cyprus, which was carried out for the Women's Cooperative Bank of Cyprus Ltd with funding from the Ministry of Justice and Public Order. On the one hand, it is an attempt towards gaining greater understanding of who the women who develop enterprising activity are (in other words determine what their demographic characteristics are), what their company characteristics are, (e.g. sector of activity, size etc.) as well as what their needs and concerns (e.g. the impact of multiplicity of roles, upgrading of skills or knowledge etc.) are. On the other hand, it is equally important to see how strong women business owners' presence is in the local economy.
A digital seal solution for deploying trust on commercial transactions
Authors: Gritzalis Stefanos , Gritzalis Dimitris
Published: September 2004

Traditional business practice depends on trust relations between the transacting parties. One of the most important aspects of this trust is the quality of the offered services or products. The Web currently constitutes an enabler for electronic commerce, providing a global transaction platform that does not require physical presence. However, transferring trust from the physical world to the electronic one is a process that requires a trust infrastructure. The current infrastructure, based on trusted third parties can be enhanced. We introduce the notion of digital seals and provide a mechanism for transferring the trust placed by users in companies in the physical world, to the electronic one.
Intranets for organizational innovation
Authors: Yen David C. , Chou David C.
Published: September 2004

Building intranets enhances organizational communication and information access. Intranets can be used to achieve the goals of business process reengineering and organizational innovation. This paper discusses the implications, benefits, concerns and challenges of building intranets for organizational innovation.
A cyclic approach to business continuity planning
Authors: Botha Jacques , Von Solms Rossouw
Published: September 2004

In a world where continuous operations are essential for business survival, action must be taken to ensure that information and the business processes that use the information are continuously available. This usually involves the selection and implementation of a suitable business continuity plan. Implementing such a plan is, however, not always a simple task. This especially holds true for small to medium‐sized organizations. An implementation method that could be applied to most business continuity planning methodologies would, therefore, be a welcome tool, especially for small to medium‐sized organisations. This paper presents a theoretical model for such an implementation method.
Web technology and supply chain management
Authors: Chou David C. , Tan Xin , Yen David C.
Published: September 2004

Supply chain management is critical since firms always confront the competition on their supply chain efficiency. This article discusses the trend in supply chain management by examining Web technologies that transform and streamline the supply chain management.
Towards secure sealing of privacy policies
Authors: Moulinos Kostas , Iliadis John , Tsoumas Vassilis
Published: September 2004

In order to provide customers with a sense of security regarding the protection of their personal data, companies sign on to a “seal” programme, where rules designed by the seal issuer in accordance to underlying laws must be adhered to. A user can verify online that a specific organisation adheres to a published privacy policy. This paper argues that the verifications means these programmes use are vulnerable to DNS spoofing attacks and present a privacy policy verification (“seal”) scheme, which is not vulnerable to attack. It is also argued that there are disadvantages in operating seal schemes that attempt to publicly certify compliance levels with a self‐regulatory privacy protection model. On the contrary, these disadvantages are softened when used in a regulatory model that has adopted comprehensive laws to ensure privacy protection.
Reconciling the system requirements process in changing business environments
Authors: Maguire Stuart
Published: September 2004

Updating a company's business, information and information technology strategies regularly may highlight not only changes in the environment, but possible business opportunities. Timely implementation may save lost opportunities. In the last 40 years the information systems discipline has borrowed techniques from other areas. Some have been used to support the information system development process. This article focuses on the system requirements process and its applicability in rapidly changing business environments.
Software Auditing Means Better Business
Authors: Berner Philip
Published: September 2004

If a company′s software is seized because it has not been legitimately
acquired, that company′s business records including business planning,
financial records and new business opportunities – go with it. Describes
how the Business Software Association of Australia (BSAA) is educating
the market in better software practices and prosecuting wilful
violations of copyright, and of CheckMARK Technologies in providing a
software auditing service.
IT skill retention
Authors: Mosley Valerie , Hurley Margaret
Published: September 2004

There are very few businesses now for which information technology is not an integral element. Any forward‐looking business with a desire to stay competitive must avail itself of highly competent and reliable IT. Skilled IT workers have many options because they are in high demand and short supply. This article discusses how to retain IT skills in a challenging environment.
Creating, supporting and sustaining a culture of innovation
Authors: Steele John , Murray Mike
Published: September 2004

Recently the industry's clients, designers and society as a whole, have begun to accept that innovation can offer key benefits in the form of financial growth and increased profits. Therefore, it is apparent that the development of a culture of innovation is of utmost importance if a business is to become universally proactive, entrepreneurial and remain successful. This owes much to the fact that the agility and ability of an organisation to respond to the changing marketplace is driven by its propensity to innovate. This paper does not attempt to resolve these problems; it merely attempts to raise awareness of the key issues relating to innovation, diffusion and the associated management of change. Moreover, it promotes the benefits afforded by developing an organizational culture of innovation. The content will be of interest to industrialists and researchers and will describe the key issues associated with product derivation, introduction and wider diffusion. Ultimately, it aims to demonstrate that creativity, the promotion of a culture for innovation, and the development of intellectual capital are issues of utmost importance in generating and maintaining a proactive and entrepreneurial organisation.
The innovation potential of integrated services and its utilisation through co‐operation
Authors: Hartmann Andreas , Girmscheid Gerhard
Published: September 2004

In the last few years an increasing demand for integrated services could be recognised on the construction market. For construction firms this means that there is a wider scope for achieving advantages in competition. Based on a research project on the innovation behaviour of two Swiss contractors this paper presents the innovation potential of integrated services and the advantages and disadvantages of the present organizational structure of medium‐sized contractors with respect to the usage of this potential. Moreover, possibilities for construction firms to build up and benefit from internal and external co‐operation and to generate innovative constructional solutions are discussed. It is concluded that an innovative construction industry requires the ability of construction firms to co‐operate.
Reconciling construction innovation and standardisation on major projects
Authors: Edum‐Fotwe F.T. , Gibb A.G.F. , Benford‐Miller M.
Published: September 2004

The concepts underlying innovation and standardisation presents an apparent divergence in what each strives to achieve. In the view of the authors, this has contributed in no small measure to the low take‐up of standardisation within the construction sector as organisations strive to be innovative to improve on their performance and attain continuous improvement in their processes and operations as well as design solutions. The paper presents as a case, how one major public sector outfit is striving to achieve innovation within an agenda that involves a widespread adoption of standardisation. It presents the motivations for adopting an organisation‐wide agenda on innovation and standardisation, identifies the elements of apparent incongruity between the concepts, and outlines how the case organisation has resolved the divergences.
The role of prototyping in a bottom‐up approach to systems
development: the “ideal”
Authors: Oh Denise
Published: September 2004

One available component of a bottom‐up approach to systems
development is prototyping, together with evaluation. Prototyping is a
potentially empowering learning strategy as its practicality allows
users to be educated on a system, the development of which their input
assisted. Prototypes are built to be changed and development is
iterative, not linear. It is a good method to test out ideas: a
“trial and error” method. Together with information sourcing
skills and evaluation or “control” – in the form of
continual experimental feedback – prototyping can lead to the
development of a more optimum system: in the sense of user friendliness
and the minimization of potential errors that might arise during the
later stages of development and implementation. The prototype system can
be developed further and enhanced by the user in the light of
experience. The acquisition of experience is itself a result of regular
evaluation.
New Dallas super magnet school introduces interactive curriculum based on campus‐wide 3Com network
Authors: Lloyd Les
Published: September 2004

Identifies four of the leading vendors of online public access catalogue (OPAC) interfaces. Outlines some of the features of the systems.
Power browsing on the World Wide Web
Authors: Strauss Howard
Published: September 2004

Provides tips and insights to increase the “Web intuition” of the user. Mentions, however, that the Web is changing very rapidly and that anything written about it will be partly obsolete straight away.
On the care and feeding of moles or preparing course materials for the World Wide Web
Authors: Butler John C.
Published: September 2004

Assesses the potential of the Internet for delivering course material. Believes that the Internet will play a prominent role in education.
Copyright in the networked world: technology and consumer rights in copyright
Authors: Seadle Michael
Published: September 2004

Early copyright laws said little about the rights of consumers. In general, the law in each country gave an exclusive, short‐term right to make copies of the work as a whole. The periods were so short, and the copying technology so slow that non‐commercial copying mattered little. In the nineteenth century case law in the USA and elsewhere began to develop consumer rights. The best known of these were codified as “fair use” in the 1976 US law as section 107. In recent years, new technologies have made copyright holders fearful that consumer rights would encourage theft and undermine the economic value of their work. This paper looks at the technological basis of that fear and some of the proposed solutions.
Memory institutions as digital publishers: a case study on standards and interoperability
Authors: Thomas Charles F.
Published: September 2004

Using an introductory organizational case study, this paper examines the tension digital publishers face between wanting to adhere to relevant standards, and the temptation to modify or create one's own local standards. The discussion examines the long‐term costs of deviation from standards, and provides three major considerations for selecting appropriate standards: local capacity for standards support, available choices, and integration with the local technical environment. The paper also explains strategies for maintaining core standards support, while retaining room for innovation and added value to digital publishing programs.
Anticipation for learning, cognition and education
Authors: Butz Martin V.
Published: September 2004

Predictions, desires, or intentions have recently shown to strongly influence behavior, adaptation, and learning. These anticipations influence behavior mediating decision making and action execution as well as attention. Although it is not the future itself that influences the present but the anticipated future states or future properties, the difference to purely stimulus‐driven behavior and learning is highly significant. Recent analyses investigate under which environmental properties which type of anticipatory mechanism is helpful to improve behavior. Vice versa, since anticipatory mechanisms also bias attention, future sensory processing and thus future learning capabilities are immediately influenced by current anticipations. The impact on the understanding of the world, social systems, human learning and understanding, as well as education principles might be immense. The perspective of expectation and purpose as part of the cause in the general case might have been underestimated and requires further investigations and considerations.
Artificial intelligence and the narrative experience in the virtual world
Authors: Combs Nathan
Published: September 2004

Interactive learning seeks to leverage ideas and techniques from entertainment games to enhance its own quality. The challenge posed by a video game is that it can be a complex dynamic of technologies, craft, and art shaped into a coherent and engaging whole. The relationship between the participant and his virtual world is an intelligent one – varying through the twists and turns of the interactive narrative. The artificial intelligence used by a game is the glue that binds the game elements to a complete user experience. Understanding how it is used in this brave new world of immersive, interactive, education is necessary if we are to understand its capabilities and limitations.
Team leadership at the 100‐foot level
Authors: Trent Robert J.
Published: September 2004

Since teams continue to be an important part of an organization's design, understanding how to enhance their success should be a primary objective. Research consistently shows that team leaders exert a disproportionate effect on the success or failure of organizational work teams, making leadership an area that managers cannot ignore. While creating an organizational vision or inspiring others to follow are important leadership traits when viewing leadership at a very high level, the reality is that most team leaders work at a demanding operational level, which requires specific knowledge and skills. This article presents the topic of team leadership by discussing why team leadership should be of interest to organizational managers, presenting various knowledge and skill areas where leaders should demonstrate proficiency, and providing an assessment tool that helps organizations evaluate leader effectiveness.
The value of intercultural competence for performance of multicultural teams
Authors: Matveev Alexei V. , Milter Richard G.
Published: September 2004

Managers working in multinational companies carry out their organizational goals through multicultural teams. Performance of multicultural teams can be examined from an intercultural communication perspective. Executives, managers, management consultants, and educators interested in improving multicultural team performance need to know about intercultural competence and how it affects team performance. This article provides a working definition of high‐performance multicultural teams and outlines the challenges multicultural teams face. These definitions along with extensive interview data and detailed self‐reports of American and Russian managers working in multicultural teams emphasize the high importance of intercultural competence in improving the performance of these teams. This article also serves to highlight the characteristics of high‐performance multicultural teams, the common challenges of multicultural teams, and the sources of these challenges.
Turnaround maintenance in petrochemical industry: practices and suggested improvements
Authors: Duffuaa Salih O. , Ben Daya M.A.
Published: September 2004

Turnaround maintenance (TAM) is an essential activity in process industry. It plays an important role in maintaining consistent productive capacity. It is a major project that requires sound planning, execution and control. In this paper guidelines for a structured approach for managing TAM is outlined and the current practice of TAM in petrochemical industry is assessed. The assessment of the current practice is conducted through a structured questionnaire that covers all the essential phases and activities of TAM. Suggestions for improving the practice of TAM are also provided in the paper. Practical implications. This paper provided a structured approach and guidelines for initiating, planning, executing and terminating TAM. The guidelines are expected to evolve into a manual that can be utilized by process industry for managing TAM.