bluuebunny/crossref_metadata_2025 huggingface dataset:
Research on assembly sequence planning based on genetic simulated annealing algorithm and ant colony optimization algorithm
Authors: Shan Hongbo , Zhou Shenhua , Sun Zhihong
Published: July 2009

Purpose

The purpose of this paper is to propose a novel method under the name of genetic simulated annealing algorithm (GSAA) and ant colony optimization (ACO) algorithm for assembly sequence planning (ASP) which is possessed of the competence for assisting the planner in generating a satisfied and effective assembly sequence with respect to large constraint assembly perplexity.

Design/methodology/approach

Based on the genetic algorithm (GA), simulated annealing, and ACO algorithm, the GSAA are put forward. A case study is presented to validate the proposed method.

Findings

This GSAA has better optimization performance and robustness. The degree of dependence on the initial assembly sequence about GSAA is decreased. The optimization assembly sequence still can be obtained even if the assembly sequences of initial population are infeasible. By combining GA and simulated annealing (SA), the efficiency of searching and the quality of solution of GSAA is improved. As for the presented ACO algorithm, the searching speed is further increased.

Originality/value

Traditionally, GA heavily depends on the choosing original sequence, which can result in early convergence in iterative operation, lower searching efficiency in evolutionary process, and non‐optimization of final result for global variable. Similarly, SA algorithms may generate a great deal of infeasible solutions in the evolution process by generating new sequences through exchanging position of the randomly selected two parts, which results in inefficiency of the solution‐searching process. In this paper, the proposed GSAA and ACO algorithm for ASP are possessed of the competence for assisting the planner in generating a satisfied and effective assembly sequence with respect to large constraint assembly perplexity.
Distributed parallel virtual assembly environment for automobile development
Authors: Xijin Zhen , Dianliang Wu , Xiumin Fan , Yong Hu
Published: July 2009

Purpose

Automobile development needs more and more collaborative work involving geographical dispersed designers, that brings difficulty for model verification, conception review and assembly process evaluation, so a collaborative virtual environment for automobile based on network is required. In this kind of environment, designers can do interactive assembly operations collaboratively, such as grasp, move, release, collision detection (CD), assembly evaluation report generation, etc. Furthermore, automobile structure becomes more complicated, how to process this large real‐time data effectively in real‐time interactive virtual environment is a great challenge. The purpose of this paper is focus on this.

Design/methodology/approach

A distributed parallel virtual assembly environment (DPVAE) is developed. In this environment, the mechanism of event synchronization based on high‐level architecture/run‐time infrastructure) is applied to realize multi‐user collaboratively interactive operation. To meet the large data set real‐time processing demand, a creative parallel processing approach supported by a single supercomputer or a parallel processing environment composed of common personal computer in a high‐speed local area network is developed. The technologies such as real‐time CD, multiple interactive operation modals are applied in DPVAE and several auxiliary tools are provide to help achieving whole scheme review, component model verification and assembly evaluation.

Findings

This paper finds that DPVAE system is an available and efficient tool to support automobile collaborative assembly design.

Practical implications

Designers can discuss and verify the assembly scheme to realize the previous design scenario in DPVAE, so it is useful for reducing costs, improving quality and shortening the time to market, especially for new type automobile development.

Originality/value

A combination of distributed technology and parallel computing technology is applied in product virtual assembly, solving the problems including collaborative work of multi‐user and large data real‐time processing successfully, that provides a useful tool for automobile development.
Use of e‐services by faculty members of business schools in a state of India: a study
Authors: Swain Dillip K. , Panda K.C.
Published: July 2009

Purpose

The purpose of this paper is to assess and evaluate quantitative and qualitative use of electronic resources in the academic ambience of business schools in Orissa (India) with a view to examining the level of electronic information services (EIS) offered to the faculty members of the state with an opinion pool of the faculty members of the respective business schools. Moreover, the study aims to highlight some of the problems and constraints faced by the target users with some constructive suggestions and recommendations for the improvement of the status of electronic information services in the business schools of the state in days to come.

Design/methodology/approach

The paper investigates the use of e‐resources by the faculty members of business schools of the state through a survey based on responses of the target users from structured questionnaires. The SPSS package is used for data analysis.

Findings

Faculty members pay high preference to the use of e‐articles while the least preference goes towards the use of electronic theses and dissertations (ETDs). Further it is found that a selected few online databases like Emerald Management Xtra (EMX), EBSCO, and PROQUEST are fairly in use while the use of other online databases is not up to expectations. In tandem, the majority of faculty members are in favor of commercial e‐services.

Practical implications

The paper restricts the study exclusively to e‐resources as the type of material and faculty members of major business schools of Orissa (India) as the respondents in its scope of discussion.

Originality/value

The study focuses on the use of e‐resources by faculty members in business schools of Orissa with some constructive outcomes for effective generalization.
Collecting medieval manuscripts
Authors: Slowik Amy J.W.
Published: July 2009

Purpose

The purpose of this paper is to attempt to explore the basics of the collection of medieval manuscripts by institutions by outlining some of the basic principles, challenges, and innovations in the realm of medieval manuscript collection.

Design/methodology/approach

Medieval manuscripts involve both curation and librarianship in every step of collection management. Few fields of librarianship involve such fragmented history. This paper explores this fragmentation and demonstrates the intricacies and diversity involved in the collection process. Finally, it examines some collaborative options for institutions to effectively collect together.

Findings

Institutions can effectively collaborate in medieval manuscript acquisition.

Practical implications

Institutions may be able to institute similar programs as those used in the case studies.

Originality/value

It is more important than ever to maintain quality collections on smaller budgets. These findings can assist institutions in acquiring high quality pieces without premium funding.
Waldram was wrong!
Authors: Defoe Peter S.
Published: July 2009

Purpose

This paper follows the author's previous paper published in Structural Survey (Vol. 25 No. 2, pp. 98‐116), in which certain accepted methodologies, used in rights to light calculations were challenged. Now, following publication of the doctoral thesis entitled “The validity of daylight calculations in rights to light cases”, the aim is to examine two aspects of the calculation process – the Waldram diagram and the level of daylight that should be considered sufficient for ordinary purposes.

Design/methodology/approach

First, the mathematics of the Waldram diagram for rights to light cases are compared with the proposed alternative, which recognises a non‐uniform CIE sky as opposed to the artificial concept of the uniform sky proposed by Waldram. Second, the amount of light sufficient for ordinary use is measured in a controlled environment and compared with previous methodologies.

Findings

The proposed diagram more closely replicates the results of real measurements taken in a room, and the amount of daylight that should be considered as being the minimum necessary for ordinary use is likely to be around 2.5 times that currently accepted.

Practical implications

These results demonstrate that advice previously given by experts in court on the sufficiency of daylight to a building is flawed.

Originality/value

While many are questioning the validity of daylight calculations in rights to light cases, this paper establishes the proof that a new approach is required.
Equivalent load of reinforced concrete columns under fire
Authors: Chow W.K. , Lin Min , Liu Diankui
Published: July 2009

Purpose

The fire response of structural reinforced concrete columns is usually justified by the reduction in ultimate load bearing capacity. This is due to the decrease in mechanical strength of steel and concrete upon exposure to a fire. In structural design, it is more desirable to consider the action of load directly. The concept of equivalent accidental load due to a fire might give more convenient structural design data. This paper aims to focus on these issues.

Design/methodology/approach

A theoretical analysis for the equivalent accidental load imposed on reinforced concrete columns (axially loaded columns, uniaxially loaded columns and biaxially loaded columns) exposed to four‐side fires is carried out. The test results of previous research are used as examples and for checking computations. After determining its temperature field, the equivalent accidental load due to fire is calculated using simplified methods. The fire resistance period of reinforced concrete columns can also be determined.

Findings

If the response of a structural element to a fire can be converted into an accidental load, it can be combined with other components such as wind load and earthquake action to give a total design load. With this method, the equivalent accidental load due to a fire and fire resistance of reinforced concrete columns at elevated temperature can be derived directly, and the process is very simple. The equivalent accidental load and fire resistance of reinforced concrete columns exposed to fire on one, two or three sides can also be derived by the same method. However, the thermal performance of steel and concrete cannot be considered during the calculation.

Originality/value

A simplified approach of equivalent accidental load due to fire is proposed. Much simpler guides can be drafted in structural fire design.
Optimum capacity of shared accommodation: yield management analysis
Authors: Hugh Fawcett William
Published: July 2009

Purpose

Low utilisation is observed in many buildings and space‐sharing is often identified as a facilities management response, but uncertainty about demand makes it difficult to decide how much shared accommodation to provide. The purpose of this paper is to analyse similar problems in the discipline of yield management, a branch of operations research.

Design/methodology/approach

The “newsvendor problem” in yield management is adapted and applied the to the space‐sharing problem. The mathematical model identifies the optimum capacity for specified values of input variables. The model is illustrated with worked examples for systematic variation in three factors: the average demand (three values), the penalty cost ratio (six values), and demand uncertainty (three values).

Findings

The optimum capacity for shared accommodation can be mathematically determined. It varies considerably with the case‐specific values given to input variables. Three “principles of optimality” are defined that apply to optimum capacity for a given demand, or alternatively to optimal loading for a given capacity.

Research limitations/implications

The variation between different cases shows that optimal capacity must be assessed for specific contexts. The mathematical model makes simplifying assumptions that have not yet been tested in real‐world situations. A comparison between optimal and actual performance would reveal whether there are opportunities for significant enhancement in facilities management performance.

Originality/value

Applications of yield management ideas to the space sharing problem have not been found in the literature.
Sustainable facilities
Authors: Pheng Low Sui , Ying Liu Jun , Wu Peng
Published: July 2009

Purpose

The Sino‐Singapore Tianjin Eco‐city Project, the agreement of which was signed in 2007, is an important milestone that would further cement ties between Singapore and the People's Republic of China (PRC). The Eco‐city Project will be used to showcase the latest green technologies adopted in buildings with a view to reducing the adverse effects of global warming, carbon emissions, and climate change; leading in the process to sustainable facilities. The purpose of this paper is to examine the institutional compliance framework for transferring environmental sustainability regulations from Singapore to China.

Design/methodology/approach

The paper examines the current environmental sustainability regulations that are already in place in Singapore, with a view to possibly transfer these regulations as well as the supporting green technologies, codes and practices to the joint Sino‐Singapore Eco‐city Project in the PRC. The study proposes an understanding of the institutional compliance framework to facilitate this transfer.

Findings

There are existing statutory provisions within the Ministry of Environmental Protection (MEP) in the PRC that encourage the use of solar and renewable energy with a view to fostering sustainable construction, including provisions dealing with water pollution. However, beyond these generic areas, it appears that statutory provisions within the MEP do not institutionalize the same level of details that can be found in Singapore relating to the conceptualization, design and construction of sustainable facilities. Hence, transfer of such provisions from Singapore to the Tianjin Eco‐city Project can be facilitated through an understanding of the institutional compliance framework from the Chinese side.

Research limitations/implications

The environmental sustainability regulations that are already in place in Singapore will be examined in the paper. The study explains the reasons why these regulations were implemented in Singapore, and the framework within which such provisions may be transferred to the Tianjin Eco‐city Project.

Practical implications

The paper observes that while the legal systems in both Singapore and the PRC may be different, it would be strategic and expedient for the Chinese partners in the Eco‐city joint project to familiarize themselves with the environmental sustainability regulations within Singapore's jurisdiction with a view to possibly adopting them in the PRC through the institutional compliance framework.

Originality/value

Singapore is probably the first and only country in the world to enact building regulations pertaining to environmental sustainability with attendant inputs from an appropriate Code for Environmental Sustainability of Buildings and the Green Mark Scheme. The successful completion of the Tianjin Eco‐city Project could provide a role model for further development of Eco‐cities in the world, leading to greater emphasis to be placed on sustainable facilities anchored on the institutional compliance framework.
Adding value to clients: learning from four case‐studies
Authors: Sarshar Marjan , Pitt Michael
Published: July 2009

Purpose

The purpose of this paper is to explore how facilities management (FM) suppliers can add value to their clients. It investigates client perceptions as well as the supplier perceptions, and searches for gaps between the two.

Design/methodology/approach

A literature search on client value sheds light onto key issues. The literature search is used to design semi‐structured interviews for four large clients' organisations and one major FM supplier, both at operational and strategic levels. A total of eight client managers and six supplier managers participated in 1.5 hours interviews.

Findings

There is a difference in perception between operational managers and senior managers, both at the clients' organisations and the FM supplier. There are areas which are more significant for clients than suppliers. These include the issues such as: trust and provision of timely management information and management reporting.

Research limitations/implications

As with any case study the sample size is limited. The clients' organisations were all trading organisations, and may not represent the views of the blue chip clients.

Practical implications

Suppliers need to spend more effort on creating loyalty in existing clients, rather than generating new clients. Suppliers need to focus on finding solutions for client's business problems, rather than merely delivering a contract. Client satisfaction and assessment tools need to take a 360 degree perspective, rather than the usual survey of end‐users, or facilities managers.

Originality/value

The paper provides a case study of how client value is dynamic and dependant upon the role of the client in their own organisation. There is no single concept of value for any client. The detailed findings highlight specific areas where there are gaps between suppliers' and clients' perceptions.
Voyage of marketing thought from a barter system to a customer centric one
Authors: Kaur Gurjeet , Sharma R.D.
Published: July 2009

Purpose

Marketing thought originating from the era of the barter system, gradually evolved into production and sales orientations, with greater emphasis on the process, quality, and selling of products. Thereafter, customer satisfaction as an essential component of the strategic decision process occupies a significant position among various marketing activities. This paper aims to address the inadequate research inputs on determining the time‐specific evolutionary relevance of marketing thought divulging into the essential components of each marketing concept, especially those with customer satisfaction as a dimension in the measurement construct.

Design/methodology/approach

A detailed, conceptually integrated analysis of various marketing philosophies is offered to facilitate business executives in examining the philosophy followed by their companies and how to move vertically in pursuance of improved business performance.

Findings

In comparison to the Indian market, which is fast becoming an attraction for the developed nations as an investment hub, it is the observed and experienced that public sector corporations are still at the production orientation stage, whereas private companies are predominantly using the sales‐oriented approach. The present status of customer orientation, market orientation and relationship marketing culture in India, is quite distinct from the status in the West as indicated by literature published in the developed countries. Banking, insurance, tourism, and hospitals still need to ensure minimum customer‐oriented services, which are not performed impressively in India.

Research limitations/implications

Being a conceptual and country specific paper, the paper lacks wider generalization of its findings. Moreover, at many instances personal judgment of the authors might have resulted into biased interpretation.

Practical implications

Indian companies, with a few exceptions, lack an adequate orientation to pursue continuous market research in order to sense new developments, which are taking place due to the implementation of advanced information technology leading to greater exposure to customers. It can, thus, be synthesized that with respect to marketing practices in Indian settings, the existing large gap between the theory and implementation is drawing much attention from those concerned with the socio‐economic consequences associated with future business goals.

Originality/value

This paper can help managers in evaluating their business orientation level, but how to improve it further or update them as per ongoing changes in marketing thought and practice, has to be investigated and examined on continuous basis. Hence, empirical testing and validation of the constructs originating from the study have to be pursued, so as to analyze both the nature and the extent of the business orientation of a particular firm.
Anthropology and ethnography: contributions to integrated marketing communications
Authors: Mendez Claudia
Published: July 2009

Purpose

The purpose of this paper is to explore the ways in which anthropological research, specifically ethnography, can be useful in an integrated marketing communication (IMC) approach.

Design/methodology/approach

Starting from a brief description of the different ways in which the discipline of anthropology has studied consumption, the paper turns to review how it can serve effectively to understand both the corporate as well as the consumer culture.

Findings

The role that the anthropological discipline plays in IMC strategies is presented, along with some examples of how different firms have used it.

Originality/value

This paper is an approach to understanding ethnography, not only as a market research methodology, but also as a corporate tool.
Cross‐cultural competitive intelligence strategies
Authors: Tej Adidam Phani , Gajre Sampada , Kejriwal Shubhra
Published: July 2009

Purpose

Competitive intelligence (CI) is a promising tool in the strategic planning arsenal of top managers. As companies expand globally, it is imperative that CI be conducted across national boundaries and cultures. The practice of CI in various international markets is clearly impacted by the cultural context of gathering and analyzing information. Therefore, one of the key ingredients to successfully conducting CI globally is the ability to understand the local culture and business practices, and then integrate this knowledge within contemporary CI strategies. This paper aims to address these issues.

Design/methodology/approach

This study analyses CI practices in the developed markets of Europe and Japan, as well as the emerging markets of China, Russia, South Africa, Latin America, and the Middle East by using extant literature, primary as well as secondary sources.

Findings

Owning to the complexity of cross‐cultural CI practices, often companies fail in their entry into foreign markets. This is due to misjudgment and poor understanding of the countries' cultural, social, and political environment. As cultural factors have a major influence on the collection, analysis and outcome of any CI project, firms doing international business must have a cross culturally aware CI program, which can be established with the help of a five‐step process as described in the paper.

Research limitations/implications

This paper provides a snapshot of comparative CI practices from across the globe, and contrasts developed and emerging CI practices. This is a qualitative review‐based paper, and hence does not have any empirical corroboration. Most the understanding is gleaned from the extant literature as well as our in‐depth interviews with 12 CI consultants in various global markets.

Practical implications

Global managers need CI in order to succeed in foreign markets. Most of times, these managers use the same CI practices that are being used in their home markets. This paper provides a good approach through which they could develop a “cross‐culturally aware” CI program in their company.

Originality/value

Cultural factors play a major role in CI practices of firms across the globe. This research compares and contrasts CI practices in various cultures and markets, and provides some key guidelines and approaches for global managers in order to conduct successful CI in a variety of cultures. This research would be very valuable to global companies as it provides timely and practical solutions.
Identifying business priorities through quality function deployment
Authors: Maritan Davide , Panizzolo Roberto
Published: July 2009

Purpose

Although important concepts and steps for strategic planning have been identified, there are few practical, systematic and powerful methodologies and tools to support an integrated and well‐managed process. This paper aims at describing in details how the quality function deployment (QFD) methodology can be applied in order to define the strategic priorities of a firm, to establish clear customer needs/expectations and to draw up a range of product and service characteristics in order to enhance customer satisfaction and thus competitive advantage.

Design/methodology/approach

From a methodological point of view, an exploratory case study has been taken with multiple level of analysis and multiple data collection methods. The case study refers to a small manufacturing firm operating in Italy which designs and sells geothermal heat pump systems.

Findings

The proposed methodology provides an excellent mechanism for integrating the important concepts and linking major steps of strategic planning and offers a rigorous methodology for identifying business priorities and developing order winning criteria.

Originality/value

In the last two decades many studies have appeared in the literature regarding the use of QFD procedure in supporting different types of planning. The main problem with these studies is that few explain the details of the process and even fewer present in‐depth case studies to demonstrate the process. Given the intrinsic characteristics of the case study, it is the authors' opinion that the analysis can give relevant indications about the feasibility and general applicability of the proposed methodology.
The reality of India: folding constraints into business strategy
Authors: Singh Shalabh Kumar , Chaudhuri Atanu
Published: July 2009

Purpose

This report provides a framework to better understand how constraints faced by companies and their customers in emerging markets can be converted into competitive advantage and thereby into factors for growth.

Design/methodology/approach

Based on a literature review, a framework is developed to understand how companies can generate competitive advantage from constraints that affect companies, their customers or both. The framework is explained with case studies of Indian companies and multinational organizations (MNCs) operating in India.

Findings

A multitude of constraints affect companies operating in emerging markets such as India. India is an emerging market where MNCs would like to have a presence but are deterred by constraints. Some of these constraints affect companies, while others affect customers. Although many multinational organizations are struggling to meet their business goals in India, many local companies and some MNCs have successfully navigated the constraints and managed to grow by building these constraints into their business models. They gained competitive advantage by either differentiating their products and services or modifying their processes.

Practical implications

We provide a framework that will guide executives on how companies can generate competitive advantage through products and processes by working around constraints. We also provide guidelines on how to sustain these competitive advantages generated from constraint‐driven strategies. Failure to include these constraints into business models will adversely affect the growth plans of companies operating in India and other emerging markets.

Originality/value

The paper makes a unique contribution in articulating how competitive advantage can be generated from the very constraints that threaten the growth of business. This study also makes a distinction between constraints that can affect companies and those that affect customers of goods and services. This understanding will guide executives on where to focus their efforts while navigating constraints. Further, this paper shows how executives can consider a parallel stream of innovation for growth while operating in emerging markets.
High performers down under: lessons from Australia's winning companies
Authors: Cocks Graeme
Published: July 2009

Purpose

Several studies on high performing organizations in the US have strongly influenced management thinking about excellence in Australia. This paper challenges these studies and summarizes the results of a major four year empirical research project to define the unique attributes and key practices of 11 of Australia's long‐term high performing organizations.

Design/methodology/approach

Over 1,000 senior executives were surveyed to nominate these winning organizations. Success was defined as taking a balanced scorecard perspective coupled with long‐term growth, innovation and productivity issues. Following detailed analysis, the final number of organizations was narrowed to eleven and their performance studied in depth over a 25‐year period from 1982 to 2007.

Findings

Nine best practice elements have been identified from the eleven organizations: effective execution, perfect alignment, adapting rapidly, clear and fuzzy strategy, leadership not leaders, looking out and looking in, right people, managing the downside and balancing everything. This paper discusses these elements in detail and presents them as a “winning wheel” framework for achieving sustainable organizational excellence. It highlights the importance of effective execution and leadership as key characteristics of winning organizations.

Originality/value

The principles identified from this research provide leaders and leadership teams with practical ideas and a model for improving their organizational practices and consequently their organization's performance. The framework can be applied to organizations of all types including listed, private, not‐for‐profit and public sector.
Vitality in business: executing a new strategy at Unilever
Authors: Steve Smith W.
Published: July 2009

Purpose

Unilever, the giant consumer goods company, needed a new strategy and a new way of executing the strategy to reverse declining sales and profits. This paper describes how the concept of “vitality” inspired a new strategy and a new way of working through the whole organization and how its disciplined implementation over three years revived the company's competitiveness.

Design/methodology/approach

Modern strategy execution techniques were used to align the complex global organization and deploy the strategy to every level. Strategic choices were constrained into a one‐page common strategic framework for unity and consistency.

Findings

The restriction of strategic choices proved to be popular with executives, creating a sense of common purpose while allowing local interpretation. The disciplined execution process deployed the strategy down through every leadership team, connecting ultimately with the work‐plans of all employees. The successful execution of the strategy led directly to the improvement of sales growth, productivity, margins and cultural cohesion.

Practical limitations

The strategy execution methodology and techniques are applicable to any organization but have most relevance to large, complex businesses.

Originality/value

Many research studies have shown that strategy execution is an elusive management practice and that most senior executives are disappointed with their own efforts in this area. This case study shows that disciplined strategy execution can be effective and beneficial.
Structuring enduring strategic alliances: the case of Shell Australia and Transfield Services
Authors: Burdon Steven , Chelliah John , Bhalla Ajay
Published: July 2009

Purpose

This paper provides insights into the evolution of the strategic alliance between Shell and Transfield Services in Sydney, Australia in the area of engineering and facilities management.

Design/methodology/approach

To gain an in‐depth understanding of the distinct developmental phases in the alliance relationship, we conducted 12 interviews and a survey yielding 39 responses from the management and operations staff of both these organizations.

Findings

Initially the alliance between Shell and Transfield Services was established with fundamental building blocks of trust and flexibility. However, as the relationship progressed with subsequent contract renewals, complex value adding demands were placed on the alliance. This paper provides insights into understanding three generations of evolution in the relationship‐starting from the building of a successful relationship based on labor savings and then on to one which seeks incremental innovations to become one of the most efficient maintenance operators in the world and finally seeking additional capabilities to continue improving alliance outcomes.

Originality/value

The paper is aimed at managers who are involved in structuring and managing outsourcing arrangements. Referring to outsourcing as an alliance arrangement, the paper points out that as alliance relationships mature, managers need to progress from a fee‐for‐service model to trusted collaboration, and finally to an alliance with joint strategic objectives. Drawing from the case of Shell and Transfield, we present the best practices managers may adopt when progressing to a joint strategic engagement.
The changing role of sales: viewing sales as a strategic, cross‐functional process
Authors: Storbacka Kaj , Ryals Lynette , Davies Iain A. , Nenonen Suvi
Published: July 2009

Purpose

Although there is substantial practitioner evidence for changes in the role and functioning of sales in the twenty‐first century, there is little academic research charting new directions for the sales function in a business‐to‐business context. This paper aims to report on four case studies that illustrate how sales is changing.

Design/methodology/approach

The case studies involve large global companies who were changing their existing sales process to adapt to changing circumstances. The organizations comprised four global industries: construction, power solutions, building technology, and electronics and software.

Findings

The results demonstrate that sales is changing in three interrelated aspects: from a function to a process; from an isolated activity to an integrated one; and is becoming strategic rather than operational.

Originality/value

The results suggest that changes in the role of sales will affect sales processes and the way that the sales function liaises with other departments.
Proactive and reactive: drivers for key account management programmes
Authors: Brehmer Per‐Olof , Rehme Jakob
Published: July 2009

Purpose

Key account management (KAM) programmes are a way for companies to develop existing relationships and increase sales, thus being proactive and searching for opportunities (which is often expected of KAM). It is also a way to meet changing customer demands arising from changes in purchasing strategy, buyers' mergers and acquisitions and the search for synergies in order to reduce costs. The purpose of this article is to analyse different key account management programmes on how they manage the sales process complexity and customer expectations.

Design/methodology/approach

The paper draws on qualitative data collected during a field study of ABB and six of their major customers, based on annual or biannual interviews with 50 individuals within ABB from 1996 to 2006 and three to ten individuals from each of the customers. Interviewees included corporate managers, key account managers and sales personnel/project managers. The customers involved in the study belonged to mining, automotive, process equipment manufacture, building technology, energy production and telecommunication sectors.

Findings

In this study three different programmes are identified and analysed: the proactive programme – which is driven by sales opportunity; the reactive programme – which is driven by customer demands; and the organisation‐based programme – which is driven by the belief in customer‐centric organisational units.

Practical implications

The paper identifies sales aspects (complexities) of KAM programmes that are handled in different ways by different types of programmes.

Originality/value

With an empirical base the paper provides a basis for understanding the reasons behind the establishment of several KAM programmes in the same corporation.
Transformational leadership as a mediator of the relationship between behavior‐based control and salespeople's key outcomes
Authors: Panagopoulos Nikolaos , Dimitriadis Sergios
Published: July 2009

Purpose

Two rather distinct lines of theory/research have emerged in the study of sales manager's effectiveness. The first focuses on the notion of sales force control systems (SFCS) while the second focuses on transformational leadership (TL) behaviors. To date, however, no theoretical or empirical attempt has been made to integrate these two mostly unconnected streams of research in a sales management context. The present study aims to attempt such integration by conceptualizing TL as a mediator of the relationship between behavior‐based control (BBC) and key salesperson outcomes.

Design/methodology/approach

Responses were gathered via a mail survey from a sample of 128 salespeople working in various industries. Structural equation modeling was employed.

Findings

The results provide evidence for the mediating effect of TL on the relationships between BBC and key salesperson outcomes. Moreover, it was found that BBC positively affects TL behaviors, which, in turn, enhance salesperson performance, satisfaction with supervision, and organizational commitment.

Research limitations/implications

The present study focused at SFCS as a possible antecedent of TL behaviors. Future researchers should identify other possible antecedents of TL behaviors.

Practical implications

With the assumption that TL behaviors enhance salespeople's motivation and performance, chief sales executives should employ a BBC system, as it can facilitate the ability of sales managers to engage in TL behaviors.

Originality/value

This paper fills an important void in current leadership research and offers practical guidance to sales managers.
Beliefs, barriers and control: a model for research into social exclusion
Authors: Suckling Steve , Ryan Paul , Dent Mike
Published: July 2009

Purpose

The purpose of this paper is to introduce an innovative qualitative methodology, the beliefs, barriers and control (BBaC) model. The BBaC model facilitates the understanding of how perceptions are formed through actors' interactions with their environments and each other, enabling targeted solutions for social and organisational questions.

Design/methodology/approach

The paper draws on a case study of a sports‐based intervention that addresses the physical activity levels of at risk youths in Stoke‐on‐Trent. It is an account of how the BBaC model was used to provide an understanding of barriers to participation in sport and active recreation amongst the target population. The study involved youth workers utilising the BBaC approach in focus groups with young people (YP) and staff. Moreover, the model was used in this case study in conjunction with the European Foundation for Quality Management (EFQM) framework, which demonstrated how this qualitative methodology can be used with “harder” focused management tools to produce strategies for social and organisational improvement.

Findings

The BBaC model was used to collect rich qualitative data from the target YP. This was translated into action points using the EFQM model which were used in strategic and policy decision making; delivering improved results for the target YP.

Originality/value

The paper introduces an innovative and original methodology, the BBaC model, and demonstrates how it can be used to deliver strategies that have positive impacts.
Hierarchical control and performance regimes in local government
Authors: Grubnic Suzana , Woods Margaret
Published: July 2009

Purpose

The purpose of this paper is to consider hierarchical control as a mode of governance, and analyses the extent of control exhibited by central government over local government through the best value (BV) and comprehensive performance assessment (CPA) performance regimes.

Design/methodology/approach

This paper utilises Ouchi's framework and, specifically, his articulation of bureaucratic or hierarchical control in the move towards achievement of organisational objectives. Hierarchical control may be inferred from the extent of “command and control” by Central Government, use of rewards and sanctions, and alignment to government priorities and discrimination of performance.

Findings

CPA represents a more sophisticated performance regime than BV in the governance of local authorities by central government. In comparison to BV, CPA involved less scope for dialogue with local government prior to introduction, closer inspection of and direction of support toward poorer performing authorities, and more alignment to government priorities in the weightings attached to service blocks.

Originality/value

The paper focuses upon the hierarchic/bureaucratic mode of governance as articulated by Ouchi and expands on this mode in order to analyse shifts in performance regimes in the public sector.
Predictors of customer satisfaction: testing the classical paradigms
Authors: Kanning Uwe Peter , Bergmann Nina
Published: July 2009

Purpose

The purpose of this study is to ascertain the best predictors of customer satisfaction by analysing and comparing the variables of two classical paradigms: the confirmation/disconfirmation model; and Locke's model of general satisfaction.

Design/methodology/approach

Following a literature review and the development of a conceptual framework in which various problems in the two models are identified, the paper presents a field study that investigates the extent to which the satisfaction of customers of a bank can be explained by these models and by two modified models (regression design).

Findings

The study finds: that the inclusion of “importance” in Locke's model does not provide a better prediction of satisfaction than the variables of “performance” and “expectation” in the confirmation/disconfirmation model; that the absolute level of the expectation‐performance difference is a better predictor of customer satisfaction than the simple relative difference; and that “performance” is a much more reliable predictor of satisfaction than “expectation” and/or “importance”.

Research limitations/implications

The study is limited to the specific setting of bank customers; it is uncertain whether the findings can be generalised to other fields.

Originality/value

The study provides an original critique and comparison of the classical models and identifies their limitations. The study also demonstrates that the absolute level of the expectation‐performance difference is a better prediction of customer satisfaction than the simple relative difference. The study shows that “performance” is the most powerful predictor of satisfaction and that it is therefore not necessary, in practice, to conduct a differentiated survey of other predictors.
Impacts of customer service on relationship quality: an empirical study in China
Authors: Qin Su , Zhao Li , Yi Xu
Published: July 2009

Purpose

The paper investigates the impacts of customer‐service interactions on relationship quality in retailing services in China.

Design/methodology/approach

The study proposes a conceptual model of the relationship between the construct of “customer service” (conceptualised in terms of customers' interactions with service personnel and customers' interactions with the service environment) and the construct of relationship quality (conceptualised in terms of satisfaction, trust, and commitment). The hypothesised relationships are then tested in an empirical study with a sample of 295 retailing customers in China.

Findings

Both kinds of interactions (with service personnel and with the service environment) are shown to have a direct positive impact on relationship quality. However, the customers' interactions with the environment are found to have a greater impact than their interactions with service personnel on customers' perceptions of relationship quality. Moreover, “environment rules” (such as pricing policy and warranty) are found to be more important than “environment facilities” (ambience) in enhancing the quality of interaction between the customer and the service environment.

Research limitations/implications

The model is tested only in the Chinese retailing sector. Nevertheless, the findings provide valuable managerial implications for retail service in the Chinese market.

Practical implications

The study identifies several practical issues of interest to managers and contact personnel in the retailing industry.

Originality/value

The study incorporates the important notion of “environment rules” (such as pricing policy and warranty) to the construct of “interaction quality between customers and the service environment”. The results clearly show that such “environment rules” represent an indispensable aspect of the service environment to be taken into account when measuring the customer's interaction with the service environment.
Moderating role of team identification on the relationship between service quality and repurchase intentions among spectators of professional sports
Authors: Theodorakis Nicholas D. , Koustelios Athanasios , Robinson Leigh , Barlas Achilleas
Published: July 2009

Purpose

This study seeks to examine the moderating role of team identification regarding the relationship between service quality and repurchase intentions among spectators of professional sports.

Design/methodology/approach

Quantitative data are collected from a questionnaire survey of 257 spectators attending a professional soccer game in Greece. Multiple regression analyses are used to assess the relationships among the constructs of service quality, repurchase intentions, and team identification.

Findings

Team identification is shown to moderate the relationship between service quality and repurchase intentions among spectators at this professional sports event. Both overall service quality and two specific service‐quality dimensions (“responsiveness” and “reliability”) are found to be positively associated with repurchase intentions only among respondents with low and medium team identification. No relationship is found between service quality and repurchase intentions among those with high team identification.

Practical implications

Managers of professional sports events who wish to increase attendances by improvements in service quality should first segment their customers according to degree of team affiliation. They should then design their service offerings specifically to meet the service‐quality expectations of sports fans with medium or low team identification.

Originality/value

The study provides valuable empirical evidence of the moderating role of team identification with regard to the relationship between service quality and repurchase intentions among consumers of professional sports events.