bluuebunny/crossref_metadata_2025 huggingface dataset:
Identifying some critical changes required in adopting agile practices in traditional software development projects
Authors: Chandra Misra Subhas , Kumar Vinod , Kumar Uma
Published: April 2010

Purpose

Agile software development (ASD) is currently an emerging approach in software engineering for improving quality, initially advocated by a group of 17 software professionals who practice a set of “lightweight” methods, and share a common set of values of software development. Owing to the attractive claims of successes of the ASD approach, many traditional projects, which used to practice plan‐driven software development, are gradually transitioning into ASD‐based development. This paper seeks to report the results from a survey‐based ex‐post‐facto study aimed at determining the relative importance, if any, of the changes traditional plan‐driven software development projects have to undergo to adopt ASD practices.

Design/methodology/approach

The study was conducted using a web‐based survey with ASD practitioners who had experience of practicing plan‐driven software development in the past. ASD practitioners from a wide range of industrial sectors participated in the study. Similarly, the study is not restricted to any specific organisation/project size, culture, or nationality – the respondents were widely geographically distributed across continents.

Findings

The study received 241 responses, of which 165 were usable. The study did not reveal any substantial difference in importance of the four classes of changes hypothesised – changes in culture, changes in management style, changes in knowledge management strategy and changes in development processes. The authors believe that this is an important finding because it is indicative of not isolating one class of changes from another in practical transition exercises. However, another noteworthy observation was that transitioning from heavily process‐centric to short, iterative, test‐driven, and people‐centric development was considered by the largest percentage (roughly 77 per cent) of respondents to be very important. The open‐ended questions in the study also revealed three additional classes of changes: changes in personal characteristics, changes in customer attitude, and changes in knowledge and education of stakeholders.

Originality/value

In this work an attempt was made to gain an understanding of the relative importance of the different critical changes that would be helpful to a project manager who is involved in the transition from traditional plan‐driven software development practices to agile software development practices.
A reliability, maintainability, and safety model to support the assessment of space vehicles
Authors: Ruiz‐Torres Alex J. , Zhang Jianmei , Zapata Edgar , Pennathur Arunkumar , Rhodes Russell , McCleskey Carey , Cowen Marcella
Published: April 2010

Purpose

The focus of this paper is on reliability and availability design goals. It aims to provide top‐level estimates of the safety and maintainability of future spacecraft systems.

Design/methodology/approach

The developed design tool uses basic reliability principles to estimate the probability of a safe mission and the need for repairs/replacement during ground processing, before launch and start of mission, based on the characteristics of the vehicle's main systems: the number of subsystems, the mean time to repair, and the per subsystem average reliability.

Findings

A simple reliability, maintainability and safety model is developed to support the top‐level design process of future space transportation vehicles. It also describes how the developed design tool uses various sensitivity analysis functions to improve design decisions.

Originality/value

The goal of the developed tool is to provide engineers/vehicle developers during the early stages of design with a tool that demonstrates the effect on maintainability of improving component reliability and reducing the number of components.
An exploratory study of attendee activities at a business trade show
Authors: Gopalakrishna Srinath , Roster Catherine A. , Sridhar Shrihari
Published: April 2010

Purpose

Although trade shows are a significant part of the B2B communications mix, academic research in the area is sparse. To successfully manage this medium, a careful understanding of attendee behavior on the trade show floor is necessary. Drawing from the rich literature on shopper typologies in retailing (which parallels the trade show atmosphere), this paper sets out to develop a set of attendee metrics that show organizers can track regularly.

Design/methodology/approach

Through latent class clustering on unique attendee‐level data from a popular computer trade show, five segments of attendee activity are uncovered that differ along dimensions such as the attendee's involvement and focus and the exhibitor's booth size, booth accessibility, and product display.

Findings

Significant heterogeneity is found in attendee activities on the show floor. There are interesting similarities and differences between the retail and B2B shopper. Implications for trade show organizers and exhibitors are discussed and directions for future research suggested.

Originality/value

Since the data employed are becoming more readily available, the hope is that managers and academic researchers might find the suggested metrics and segmentation approach useful in advancing a deeper understanding of the trade show attendee.
Exploring visitor experiences at trade shows
Authors: Rinallo Diego , Borghini Stefania , Golfetto Francesca
Published: April 2010

Purpose

The purpose of this paper is to investigate business visitor behaviour at trade shows and to propose a complementary view based on the experiential perspective in marketing.

Design/methodology/approach

The paper reports an ethnographic study conducted in the context of ten international trade shows in the textile‐apparel industry in Europe.

Findings

The study sheds light on the nature of the experience provided by trade show exhibitors and organisers and on visitors' lived experiences. Trade shows immerse industrial buyers in a physical and cognitive experience that requires their active participation. Under such circumstances, industrial marketers who employ experiential marketing techniques are likely to increase their trade show performances.

Originality/value

The paper adopts a new perspective that sees business visitor behaviour from an experiential standpoint and discusses the managerial implications that highlight the interplay of exhibitors and trade show organisers in designing and setting valuable experiences for visitors.
Structure, strategy and performance of exhibitors at individual booths versus joint booths
Authors: Skallerud Kåre
Published: April 2010

Purpose

This paper seeks to examine the differences at international trade shows between exhibitors who participate in joint booths and those who participate in individual booths. The structure, strategy and trade show performance of exhibitors at joint booths and those at individual booths are analysed.

Design/methodology/approach

The paper presents an empirical study of 208 exhibitors at an international food and beverage show, focusing on the differences in structure, strategy and performance between individual exhibitors and exhibitors at joint booths. The differences are identified and discussed.

Findings

Individual exhibitors place more personnel and products at their booths and they allocate more resources, top management commitment and planning. However, exhibitors at joint booths have more formalised planning and objective setting. The performances of five groups of trade show activities were assessed. Individual exhibitors perform significantly better on image‐building activities at the show. There are no differences with regard to firm characteristics between the two participation modes.

Research limitations/implications

The study is limited by the fact that the sampling frame is made up of exhibitors at a single international food and beverage show, and may therefore be more representative of that kind of show. Despite the limitations encountered, the findings have important implications for exhibitors at international trade shows and export marketing programmes as well as other marketing programmes offering services to international trade show exhibitors.

Originality/value

A broad range of joint booths and strategy variables is investigated. Also, a more comprehensive and theoretical grounded performance measure is adopted compared with previous research.
The return on trade show information (RTSI): a conceptual analysis
Authors: Bettis‐Outland Harriette , Cromartie Jane S. , Johnston Wesley J. , Leila Borders Aberdeen
Published: April 2010

Purpose

The purpose of this paper is to analyze the need for developing a return on trade show information (RTSI) index; this index would be used to measure the impact of information gathered at trade shows on long‐term decision making within the organization. Also, the paper aims to suggest differences in how exhibitors and visitors perceive tangible versus intangible benefits that accrue as a result of utilizing new information acquired at trade shows.

Design/methodology/approach

The paper utilizes a conceptual approach, employing the market orientation framework to develop a model for the return on trade show information (RTSI). It incorporates the acquisition, dissemination and utilization of new trade show information, suggesting that perceived information quality acts as a moderator in this relationship.

Findings

The return on trade show information (RTSI) index describes both tangible and intangible benefits that accrue to the organization as a result of information acquired at trade shows. However, in some cases the same information that is acquired at trade shows is also available from alternative sources, potentially making it difficult to determine true RTSI.

Originality/value

The manuscript offers an innovative perspective for estimating the value of new information acquired at trade shows, suggesting differences in the way in which exhibitors and visitors perceive, as well as utilize, trade show information. This opens the door to future research in the area of trade show information value; in addition, this can benefit practitioners by providing a different method for evaluating the investment value of trade show participation.
Antecedents and effect of internet implementation for trade shows
Authors: Ling‐yee Li
Published: April 2010

Purpose

Taking the dynamic capability and institutional perspectives, this study seeks to examine how capability‐driven and institution‐driven factors influence usage of internet technology in trade show markets. The current study also examines the influence of the usage of the internet for trade show marketing on performance of trade shows.

Design/methodology/approach

Structural equation modeling was undertaken to test the research model in a sample of 414 exhibitors at the Chinese Export Commodity Fair.

Findings

Overall, the results point to the powerful influence of the usage of the internet for trade show marketing on trade show performance as perceived by exhibitors. The specific results also reveal that, while a website's capability in providing quality information facilitates the usage of the company website for pre‐show promotion, an exhibitor's legitimacy motive of using its website to build up the company image contributes to the usage of the company website for at‐show selling, and the firm's inter‐functional coordinating capabilities that capitalize on internet connectivity in support of superior customer services encourage the usage of company website for post‐show follow‐up.

Originality/value

The key lesson for exhibitors is to adopt the right approach to internet marketing – using the internet primarily for “informational and communicational purpose” in pre‐show promotion, and for “customer service and support purpose” in post‐show follow‐up.
The role of virtual trade fairs in relationship value creation
Authors: Geigenmüller Anja
Published: April 2010

Purpose

This paper seeks to provide a framework for understanding the role and contributions of virtual trade fairs in developing relationships. Using a relationship communication model, the paper aims to explore the determinants of value creation through virtual trade fairs, emphasising the impact of advanced information and communication technologies on contemporary marketing.

Design/methodology/approach

The paper is a conceptual work which derives research propositions from an extended literature review.

Findings

The paper provides a rationale for factors that determine value creation through virtual trade fairs. The exhibitor firm's understanding of the importance of information, network orientation, capability of customer integration, and relationship attributes are proposed as influences on the effectiveness of virtual trade fairs.

Research limitations/implications

The research has limitations that are due to the exploratory nature of the work. The paper suggests opportunities for further research, particularly approaches to developing measures of effectiveness for virtual trade fairs and for developing integration and interdependencies with other communication instruments.

Practical implications

Referring to existing arguments about the pros and cons of virtual trade fairs, the paper provides a deeper understanding of the content and effectiveness of virtual trade fairs.

Originality/value

The paper sheds light on a phenomenon that, despite its increasing acceptance among practitioners, remains unexplored by marketing research. By providing a better understanding of virtual trade fairs, the paper enriches research on trade fair issues.
Travel trade shows: exploratory study of exhibitors' perceptions
Authors: Yuksel Ulku , Voola Ranjit
Published: April 2010

Purpose

The purpose of this paper is to investigate the motivations for participating in international trade shows and perceptions of effectiveness and challenges faced by exhibiting firms.

Design/methodology/approach

A multiple‐methodology approach is adopted. Initially, interviews are conducted with travel trade exhibitors. These then serve as a foundation for a survey of senior tourism managers.

Findings

Exhibitors perceive efficient and effective products/services being displayed on the stand as the central factor for success. The key motivation for participating in travel trade shows is to improve relationships with customers. The primary motivation in participating in specific travel trade shows was influenced by the reputation of the fair, and the key challenge relates to following up leads from the fair.

Research limitations/implications

As the study emphasises tourism and travel, generalising to other trade shows must be done with caution.

Practical implications

The intangible and simultaneous nature of the offering emphasises empathy, responsiveness and reliability of the staff and will affect visitors' perceived service quality of the interaction. Furthermore, an explanation of the various motivations may aid exhibitors in their objectives for participating in travel trade shows.

Originality/value

Although the tourism industry, and consequently travel trade shows, are booming, little research examines the motivations and effectiveness of travel trade from the exhibitor's perspective. Furthermore, the services nature of travel trade shows and its effects on marketing travel trade shows have seen only limited investigation.
The future of trade shows: insights from a scenario analysis
Authors: Kirchgeorg Manfred , Jung Kathrin , Klante Oliver
Published: April 2010

Purpose

This paper aims to explore key factors that will shape the future of trade shows as a marketing instrument until the year 2020. Using multi‐stage scenario analysis, the paper seeks to provide a background for the discussion of strategic decisions made by trade show companies when they respond to the challenges ahead.

Design/methodology/approach

The underlying research draws on scenario analysis involving experts who represent exhibitors and trade show organisers. In total, 50 leading executives were involved. The majority of them are located in Germany, but they are exposed to the international trade show business. The probability that the identified scenarios will materialise was assessed using a representative survey of 400 German managers of exhibiting companies.

Findings

Within the study, three distinct scenarios were identified. Each scenario shows a different level of importance for trade shows as a marketing tool in the future. None of the scenarios predicts that trade shows will be completely replaced by other means, but all of the scenarios forecast a highly competitive market for trade show organisers.

Research limitations/implications

The paper evaluates the trade show itself as a marketing instrument rather than predicting the development of the global trade show industry. As projections are determined by the characteristics of trade shows themselves, the results can add to the discussion of strategic decisions globally, even though the scenario study predominantly involved German experts.

Practical implications

The research provides practitioners with a list of important factors that influence the performance of exhibitors and trade show organisers and hence insights into the future of trade shows as a marketing instrument.

Originality/value

The paper provides a useful multidimensional perspective on what the future may hold for trade shows.
Microelectronic packaging reliability using the RSM technique
Authors: Wu Mei-Ling
Published: April 2010

Purpose

The purpose of this paper is to identify the critical parameters that influence ball grid array and chip size package fatigue life in a random vibration environment by using a design of experimental (DOE) approach using simulation results.

Design/methodology/approach

The use of DOE and analysis of variation to identify the critical parameters and a response surface to generate a functional form for global modeling would be determined. Once the global modeling’s functional form was known, it can be used as boundary condition, which would be input to a local model. Knowing the critical stress, one would estimate the fatigue life from a damage model. It is the curvature of the printed wiring board in the region of the component of interest that is driving the component’s solder joint damage. The approach in this present work involves global-local modeling approaches. In the global model approach, the vibration response of the printed circuit board (PCB) will be determined.

Findings

This global model will give the response of the PCB at specific component locations of interest. This response is then fed into a local stress analysis for accurate assessment of the critical stresses in the solder joints of interest. The stresses are then fed into a fatigue damage model to predict the life.

Originality/value

The analysis proposed in this paper uses a failure type approach to damage analysis and involves global and local model approaches.
Effects of Zn additions on the structure of the soldered Sn-3.5Ag and Cu interfaces
Authors: Xu R.L. , Liu Y.C. , Wei C. , Yu L.M.
Published: April 2010

Purpose

The interfacial structure is vitally important for achieving a good joint reliability during service. The purpose of this paper is to systematically explore the effects of Zn addition into the Sn-3.5Ag eutectic solder on the formation of intermetallic compound (IMC) layer at the interface between Sn-3.5Ag-xZn (x = 0, 0.9 and 3) solders and Cu pad.

Design/methodology/approach

To obtain useful information on the formation of interfacial structure and to determine an effective way to avoid the formation of brittle joints, a series of Sn-Ag lead-free solders with different Zn contents were prepared and soldered. To investigate the IMC layers between Sn-3.5Ag-xZn (x = 0, 0.9 and 3) lead-free solders and the Cu pads, three specimens of the Sn-3.5Ag-xZn/Cu were soldered at 250°C for one min.

Findings

It is found that the addition of Zn in the Sn-3.5Ag eutectic solder can prompt the formation of Cu5Zn8 IMCs, and restrain the formation of the Cu6Sn5 IMCs. Moreover, the addition of Zn in the Sn-3.5Ag eutectic solder will reduce the solubility of Cu in the liquid solder, which accelerates the growth of the formed IMCs. Consequently, the thickness of IMC layer increases with increasing the content of Zn.

Originality/value

This paper usefully demonstrates how the addition of Zn favoured the formation of the Cu5Zn8 phase and restrained the formation of the Cu6Sn5 phase. Moreover, the addition of Zn in the Sn-Ag eutectic solder would reduce the solubility of Cu in the liquid solder, which accelerates the growth of the formed IMCs. Consequently, the thickness of the IMC layer increased with increasing concentration of Zn.
Thermomechanically loaded lead-free LGA joints in LTCC/PWB assemblies
Authors: Nousiainen Olli , Urhonen Timo , Kangasvieri Tero , Rautioaho Risto , Vähäkangas Jouko
Published: April 2010

Purpose

The purpose of this paper is to investigate the feasibility of using land grid array (LGA) solder joints as a second-level interconnection option in low-temperature co-fired ceramic (LTCC)/printed wiring board (PWB) assemblies for telecommunication applications. The characteristic behaviour of two commercial lead-free solder materials (Sn4Ag0.5Cu and Sn3Ag0.5Cu0.5In0.05Ni) in reflow processes and thermal cycling tests are also evaluated.

Design/methodology/approach

The effect of the reflow temperature profile on voiding in two lead-free solders in LTCC/PWB assemblies was investigated using X-ray and scanning electron microscopy (SEM) investigations. The test assemblies were fabricated and exposed to a temperature cycling test (TCT) in a 0-100°C or −40 to 125°C temperature range. Organic PWB material with a low coefficient of thermal expansion (CTE) was primarily used. In addition, to compare LGA assemblies with low and high global thermal mismatches, an LTCC module/FR-4 assembly was also fabricated and exposed to a TCT in a 0-100°C temperature range. The characteristic lifetime of the test assemblies was determined using DC resistance measurements. The failure mechanisms of the interconnections were verified using scanning acoustic microscopy, SEM and finite element (FE)-SEM investigations.

Findings

This work showed that the solderability of AgPt-metallized LTCC modules was poor, resulting in excessive voiding. This problem was avoided by using pre-tinned modules. In the test assemblies, the Sn4Ag0.5Cu joints had a lower void content and a higher characteristic lifetime compared with the Sn3Ag0.5Cu0.5In0.05Ni joints. Furthermore, it was observed that the Sn3Ag0.5Cu0.5In0.05Ni joints were more prone to fail along the interface between the Ag3Sn layer and the solder matrix than were the Sn4Ag0.5Cu joints. It was assumed that the observed difference in the primary failure mechanisms resulted in the decreased lifetime duration of the SnAgCu-InNi/Arlon in both temperature cycling conditions.

Originality/value

The results proved that the solderability of both solders in AgPt-metallized modules in a typical surface mount technology process was poor; however, the solderability of the test modules can be notably enhanced with pre-tinned pads. This work also demonstrated the effect of the metallization/solder pair on the failure mechanisms and failure rate in LTCC/PWB assemblies with LGA joints; the work also proved in the TCT, over a temperature range of 0-100°C, that using the present LGA joints in LTCC/PWB assemblies with a high global thermal mismatch did not increase the lifetime duration of the joints to the preferred level (3,000 cycles), whereas the performance of these joints was adequate in assemblies with a low global thermal mismatch. Moreover, the results indicated that using the LGA joint configuration enhanced the reliability of the LTCC/PWB assemblies compared with similar assemblies with collapsible ball grid array solder spheres.
Microstructure and creep properties of Sn-Ag-Cu lead-free solders bearing minor amounts of the rare earth cerium
Authors: Zhang Liang , Xue Song-bai , Gao Li-li , Chen Yan , Yu Sheng-lin , Sheng Zhong , Zeng Guang
Published: April 2010

Purpose

The purpose of this paper is to investigate the effects of minor addition of the rare earth (RE) element cerium, Ce, on the microstructures and creep properties of Sn-Ag-Cu solder alloys.

Design/methodology/approach

The pure Sn, Sn-Cu alloy, Sn-Ag alloy and Cu-Ce alloy were used as raw materials. Sn-Ag-Cu alloys with different contents of RE Ce were chosen to compare with Sn-Ag-Cu. The raw materials of Sn, Sn-Cu alloy, Sn-Ag alloy, Cu-Ce alloy were melted in a ceramic crucible, and were melted at 550°C ± 1°C for 40 minutes. To homogenize the solder alloy, mechanical stirring was performed every ten minutes using a glass rod. During the melting, KC1 + LiCI (1.3:1), were used over the surface of liquid solder to prevent oxidation. The melted solder was chill cast into a rod.

Findings

It is found that the microstructure exhibits smaller grains and the Ag3Sn/Cu6Sn5 intermetallic compound (IMC) phases are modified in matrix with the addition of Ce. In particular, the addition of 0.03 wt.% Ce to the Sn-Ag-Cu solder can refine the microstructures and decrease the thickness of the IMC layers of Sn-Ag-Cu solder alloys. Meanwhile, thermodynamic analysis showed that these phenomena could be attributed to the reduction of the driving force for Cu-Sn IMC formation due to the addition of Ce. Results calculated using the thermodynamic method are close to the above experimental data. Thus, the optimum content of Ce in Sn-Ag-Cu solder alloys should be about 0.030 percent. Additionally, the effect of Ce on the creep rupture life of Sn-Ag-Cu soldered joints was studied. It was found that the creep rupture life may be increased up to 7.5 times more than that of the original Sn-Ag-Cu alloy, when Ce accounts for 0.030 percent.

Originality/value

This paper usefully investigates the effects of the RE cerium (Ce), on the microstructures and creep properties of Sn-Ag-Cu solder alloys, optimizing the quantity of Ce in the Sn-Ag-Cu solder alloy through a thermodynamic method and by creep-rupture life testing.
Study of the effects of PCB surface finish on plasma process time for lead-free wave soldering
Authors: Takyi G. , Ekere N.N.
Published: April 2010

Purpose

The purpose of this paper is to investigate the end point of the plasma cleaning process, in order to save valuable production time and also to prevent the destruction of expensive devices through overheating.

Design/methodology/approach

Post plasma cleaning analysis using dynamic contact angle (DCA) analysis and video microscope observations have been conducted on plasma treated Entec coated copper, hot air solder levelled (HASL) and electroless nickel immersion gold (ENIG) surfaces in order to determine the effect of surface finish on plasma process times. Post plasma cleaning and lead-free wave soldering analysis of the three surface finishes have been evaluated.

Findings

The DCA results indicate that the end-point for plasma cleaning of Entec coated copper is achieved within one to three minutes (indicated by a low contact angle hysteresis). Further cleaning after three minutes may lead to surface degradation and poor solder wettability. This is consistent with the results of the video microscope observations which show well soldered component leads and pads with good solder coverage for copper surface finish treated at a short plasma process time (one minute) and poorly soldered component leads and pads for a surface treated at a long process time (ten minutes). Similar work conducted on HASL and ENIG finishes show better results (well soldered component leads and solder pads) for longer plasma process times of five to ten minutes.

Originality/value

This paper indicates that plasma process time determines the wettability and solderability of the treated samples. It shows that the plasma conditions including the process time must be optimised and characterised for every application in order to avoid damage to expensive devices. The findings also give the confidence to implement plasma cleaning of lead-free (99.3Sn/0.7Cu) solder PCBs for fluxless soldering.
Thermal fatigue behaviour of Al2O3-DBC substrates under high temperature cyclic loading
Authors: Dong Guangcheng , Chen Xu , Zhang Xinjian , Ngo Khai D.T. , Lu Guo-Quan
Published: April 2010

Purpose

The purpose of this paper is to study the phenomenology of Al2O3-DBC substrate thermal-cracking under different high temperature cyclic loadings. The extremely low cycle fatigue (ELCF) life prediction model for ductile materials was used to describe the thermal fatigue life of Al2O3-DBC substrates.

Design/methodology/approach

Four groups of thermal cycling tests using Al2O3-DBC substrates with 0.65 mm thick copper were conducted using different peak temperatures. The failure samples were observed by optical microscope. The thermal plastic strain distribution in the Al2O3-DBC substrates was analyzed using a finite element method with the Chaboche model for describing plastic deformation of copper. The ELCF life prediction model was used to predict the life of Al2O3-DBC substrates under high temperature cyclic loadings.

Findings

Interface cracking was observed to initiate at the short edge of the bonded copper and deviated into the ceramic layer when the crack grew beyond the critical length of 0.1-0.8 mm. The interface crack deviated into the ceramic layer at different thickness and grew parallel to the interface layer between the ceramic layer and copper layer. The crack propagation stopped after certain cycles. The copper layer with 10-20 μm thick alumina inside was not split away totally from the ceramic layer. The ELCF life prediction model could predict the life of Al2O3-DBC substrates well under high temperature cyclic loading. The material constants in the extremely low fatigue life prediction model were obtained using thermal fatigue tests results.

Research limitations/implications

The influence of copper layer thickness and ceramic layer thickness on thermal cracking characteristics of DBC substrate should be studied in the future. Failure models should also be further investigated.

Originality/value

The failure model of Al2O3-DBC substrates under high temperature cyclic loading was studied. A method for predicting the life of the substrate samples under high temperature cyclic loading was proposed.
Service development success: a contingent approach by knowledge strategy
Authors: Storey Chris , Hull Frank M.
Published: April 2010

Purpose

Contingency theory suggests that effective strategies and structures are not universal but dependant upon situational factors. The purpose of this paper is to explore how the way service firms compete acts as a strategic contingency, moderating the effect of a new service development (NSD) system on innovation performance. Two knowledge‐based strategies are tested as contingency factors. One strategy adds value for customers via the delivery of personalized knowledge‐based services; the other strategy adds value by services exploiting codified knowledge.

Design/methodology/approach

A sample of 70 large service enterprises is used to test a contingency model of service innovation. The NSD system is a synergistic meld of basic building blocks of NSD systems: people organized cross‐functionally, the discipline of formal processes for guiding development activities, and the deployment of enabling tools/technologies. Regression analysis is used to test the relative impact of these three elements on innovation performance contingent on the type of knowledge strategy employed.

Findings

While each element of the NSD system has an effect on performance, the optimal design is contingent on the strategy the firm employs. If firms enact a personalization strategy, NSD systems that score high in the deployment of cross‐functional organization and disciplined processes are higher performers. If firms emphasize a codification strategy, NSD systems that score high in the deployment of tools/technologies are higher performers. Combinations of the two kinds of strategy permit the construction of a four‐cell classification of service firms. This typology is used to further explore the implications for how managers design NSD systems to optimize performance.

Originality/value

This paper uses a contingency approach to demonstrate that an optimal NSD system is dependent upon the type of knowledge strategy firms deploy. The impact on performance of three components of NSD depends on the degree of either codification and/or personalization in the service offering. A novel approach based on the knowledge management literature is employed creating a typology of service firm strategies. This is the first time such a typology has been postulated.
Measuring innovation competencies for integrated services in the communications industry
Authors: Ko Hsien‐Tang , Lu Hsi‐Peng
Published: April 2010

Purpose

The purpose of this paper is to gain insight into firms' innovation competencies and to develop an instrument to examine the key innovation competencies that contribute to integrated services.

Design/methodology/approach

Data were collected via the initial 80‐item questionnaire given to innovation‐related key figures within the Taiwanese communications industry (sample size 500; valid response rate 75.4 percent). The initial 80 items of innovation competencies and development procedures of measurement instrument were explored, exploited, and analyzed. The instrument validity of the multi‐aspect innovation competencies measure was evaluated through assessing convergent, discriminant, and predictive validity.

Findings

Research results indicate that five‐dimension and 17‐item constructs the measurement instrument of innovation competencies for integrated services. An examination of individual dimensions' effect on “overall innovation competencies” shows that industry specific (0.45) is the most important dimension, followed by market related (0.23), technology related (0.14), product related (0.13), and organization related (0.13).

Research limitations/implications

This study is conducted in only one industry (communications) and one country (Taiwan).

Practical implications

Integration capabilities of different innovation competencies of a firm is vital for the successful development of integrated services, and out of all the innovation competencies, industry‐specific innovation competencies are the most important. A firm should then identify potential markets and trends and fully utilize their human resource capabilities to develop innovative services, along with senior executives' awareness and acceptance of risk.

Originality/value

This paper may be the first to identify the measurement instrument of innovation competencies for integrated services and will expand the scope of service innovation research.
The impact of service orientation in corporate culture on business performance in manufacturing companies
Authors: Gebauer Heiko , Edvardsson Bo , Bjurko Margareta
Published: April 2010

Purpose

The purpose of this paper is to examine if there is a relationship between the interdependence among different components of service culture and performance. This paper also contributes to the discussion on how integrating or separating the service organization from the product organization interacts with service culture.

Design/methodology/approach

Data are collected through a survey and structural equation modeling is used for the data analysis.

Findings

The three main findings are: identified interactions among different elements of service orientation in corporate culture, the positive association between the service orientation of corporate culture and business performance, and the moderating effects of the type of organizational structure on interactions among service‐orientation elements in corporate culture.

Research limitations/implications

There may be alternative explanations for the correlations in the model. There are limitations in survey research in measuring service orientation in service culture.

Practical implications

Separating the service and product organization strengthens the creation of a service orientation in the corporate culture, but at the same time, does not affect the link between culture and performance.

Originality/value

The originality of the paper comes from combining service orientation in corporate culture with types of organizational structure. In addition, compared to the dominant single dimension approach to service orientation in corporate culture, four dimensions are used (service orientation of management values, management behavior, employee values, and employee behavior).
Performance assessment using value‐chain analysis in Mozambique
Authors: Sharma Amit , Christie Iain T.
Published: April 2010

Purpose

Hospitality and related service industries represent growing components of Mozambique's increasingly service‐oriented economy. Its government is emphasizing hospitality and tourism as a leading source of economic growth, diversification and poverty alleviation. However, inefficiencies in primary and support business activities of such services could be obstructing value creation for the customer. The purpose of this paper is to evaluate the value creation process in hospitality services and its impact on business performance and product/service prices.

Design/methodology/approach

The paper uses value chain analysis to evaluate the sequential chain of primary and support activities. It includes qualitative observations, and assessment of field‐surveyed quantifiable indices and operational and market factors influencing these performance indices.

Findings

Key operational factors contributing to low value creation include low employee productivity and management inefficiency. This is largely due to a lack of trained employees. Market factors impacting low value creation are: the high level of business taxes; high import duties, and the high cost of compliance with government regulations, licenses and permits (consultants are hired to make submissions to obtain approvals).

Research limitations/implications

Policy recommendations are presented for the private sector and government. They include a comprehensive human resource policy for hospitality and related industries; a list of import‐exempt key production inputs; and reevaluation of regulatory procedures and the business tax burden. Future research could further quantify these effects and also look at a broader set of factors, beyond firms' institutional environment.

Originality/value

This paper is amongst the few in the literature that have used value chain analysis to evaluate hospitality services. It is the first such analysis of hospitality services in sub‐Saharan Africa where availability of both quantifiable time series and cross‐sectional data remains an obstacle to research. Value chain gaps of hospitality services in the sub‐Sahara region identified in this paper could also be associated with other service sectors such as business, financial, and other consumer services.
Leadership styles and burnout: is there an association?
Authors: Zopiatis Anastasios , Constanti Panayiotis
Published: April 2010

Purpose

The primary purpose of this paper is to investigate the association between leadership styles and burnout among hospitality managers currently working in the industry of Cyprus. Specifically, transformational, transactional and passive/avoidance are to be investigated in order to establish which leadership style is more prone to burnout effects.

Design/methodology/approach

Adopting a quantitative approach, the multifactor leadership questionnaire (MLQ 5X‐Short) was utilized to allow research participants to describe their leadership style as they perceive it. In addition, the most widely acknowledged tool for measuring burnout, the Maslach burnout inventory (MBI), was also incorporated in the questionnaire, which was then distributed to 500 hospitality managers in Cyprus. A number of hypotheses, reflecting the primary objective of the study, were postulated.

Findings

The findings suggest that transformational leadership has a significant positive association with personal accomplishment and is negatively related to emotional exhaustion and depersonalization. In addition a positive relationship exists between passive avoidance leadership and emotional exhaustion and depersonalization. Finally, individuals with a passive avoidance leadership style exhibited higher levels of burnout.

Research limitations/implications

It is well documented in the literature that surveys measuring sensitive issues, such as leadership styles and burnout levels, have inbuilt limitations. With regards to leadership, the authors acknowledge that they were not able to replicate the original nine‐factor solution of the MLQ 5X, therefore, findings should be viewed with caution. The second limitation is the small sample size (n=131) and the homogeneity of the sample, which limit the generalizability of the findings.

Practical implications

The findings have a practical relevance to both hospitality stakeholders and academic scholars who wish to further explore the leadership‐burnout association. In addition, human resources practitioners could utilize the findings when developing strategies for recruiting and developing leaders.

Originality/value

The paper adds to existing knowledge by investigating an issue presented in just a few hospitality‐related studies. While burnout and leadership separately have captured the attention of hospitality researchers, studies investigating their association are ubiquitous by their absence. The insights derived from this paper are of value to academic scholars wishing to build on this exploratory investigation.
Employee satisfaction in the Iberian hotel industry
Authors: Gallardo Eva , Sánchez‐Cañizares Sandra‐M. , López‐Guzmán Tomás , Margarida Nascimento Jesus Maria
Published: April 2010

Purpose

This paper aims to analyze job‐satisfaction differences between employees of the hotel industries of two similar tourist destinations: Andalusia (Spain) and the Algarve (Portugal).

Design/methodology/approach

A questionnaire survey was conducted in the two regions. The population for this study comprised employees of any hotel establishment in these regions. The authors have used stratified random sampling based on the number of hotels in each category and the number of hotel beds these represent. A total of 2,064 usable questionnaires from 165 hotels were returned in Andalusia and 461 from 23 hotels in the Algarve.

Findings

Findings from this study show an acceptable level of job satisfaction in both regions, although this is higher among the Andalusian workers, not only in terms of the overall score but also for each of the job facet scores considered. In contrast to previous findings, in this study the effect of wage on job satisfaction has been reported as significant in both regions.

Research limitations/implications

The different periods of time in which the fieldwork was done may have caused some distortions in the perception of working conditions in each region. Besides this, some departments may not be sufficiently represented.

Practical implications

This paper encourages hotel managers to focus their attention on their remuneration systems, promotion possibilities and the perception of their profession's prestige in order to improve staff satisfaction. Particularly in Andalusia, it would be advantageous to develop retention strategies for talented people. In the Algarve region, more training and an improved recognition system are needed.

Originality/value

Although job satisfaction is an employee attitude that has been studied extensively, there have been few studies on that topic in the tourism sector in Spain, and even fewer in Portugal. Moreover, whereas prior work has mainly focused on small samples – a limited number of hotels surveyed in some specific area – in this study two important tourist regions using a wide sample, and taking all hotel categories into consideration are compared.
Staff turnover in the Greek tourism industry
Authors: Chalkiti Kalotina , Sigala Marianna
Published: April 2010

Purpose

This paper aims to explore the occurrence and implications of staff turnover in the Greek tourism industry as well as looks into the current and future strategies adopted by Greek enterprises for addressing this unavoidable and unpredictable phenomenon.

Design/methodology/approach

A survey research instrument was distributed both online as well as through e‐mails over a period of four weeks for collecting primary data from a convenience sample of Greek tourism enterprises. This process yielded 63 usable responses.

Findings

The findings revealed that the Greek tourism industry faces similar staff turnover impacts that are also found in other countries. Enterprises reported to experience similar staff turnover levels irrespective of their tourism sector, i.e. travel agents, hotels etc.; staff turnover levels were not found to be homogeneous across organizational hierarchical levels; respondents claimed that staff turnover is mainly instigated by factors that are beyond management control and that staff turnover negatively affects service quality levels, costs and time related to staff recruiting and training, while it enhances idea generation. Strategies reported to be used by the respondents for managing staff turnover demonstrate a shift from people retention strategies to knowledge retention strategies.

Research limitations/implications

The small number of responses suggests that the findings should be treated with caution. New research approaches for studying staff turnover, such as social network analysis, are recommended for future research.

Originality/value

The paper contributes to the international hospitality literature by providing primary data about the level, the type and the consequences of staff turnover in the Greek tourism industry.
Pilgrimages: the “promised land” for travel agents?
Authors: Triantafillidou Amalia , Koritos Christos , Chatzipanagiotou Kalliopi , Vassilikopoulou Aikaterini
Published: April 2010

Purpose

The purpose of this paper is to investigate the most important characteristics of the religious package tour as perceived by consumers who travel to the Holy Land and to examine the marketing components that play an important role for pilgrims.

Design/methodology/approach

In‐depth interviews were conducted with Greek Orthodox travellers who were about to leave for a pilgrimage to Jerusalem. Content analysis was used in order to analyse the transcribed interviews.

Findings

Results show that regarding the product mix, hotel ratings and extra benefits are considered of minor importance by the interviewed travellers. However, the tour guide and the trip's schedule and program are the most important factors that influence consumer decisions regarding the purchase of a specific tourism product. In addition, the travel agent's reputation for organising religious trips plays a crucial role. Alternatively, price does not seem to influence travellers to sacred places.

Practical implications

Travel agents that offer tour packages to pilgrims, as well as tourism companies wishing to promote pilgrimages can take into consideration these findings in order to design effective marketing plans.

Originality/value

Although tour packages for pilgrims are profitable, only few studies have focused on this type of traveller. As travel for religious purposes increases, the design of an effective marketing plan may help to further develop the market for pilgrimages.