bluuebunny/crossref_metadata_2025 huggingface dataset:
Comparative study of framework, criteria and criterion weighting of excellence models
Authors: Talwar Balvir
Published: March 2011

Purpose

This paper seeks to present a comparative study of framework, criteria and criterion weighting of 20 Excellence Models/National Quality Awards (EM/NQA), to identify their common features, contradictions and to propose suggestions for development and review of EM/NQA. It also aims to provide some clues to attain sustenance of business results.

Design/methodology/approach

This study is based on a literature review using the internet and research databases (Emerald and EBSCO). Nine generic criteria are identified and their relative importance within each model is computed based on scores given to their respective contents in the criteria/sub‐criteria of each EM/NQA. The average relative importance of nine criteria, discussions with experts and the author's own experience helped to visualise the emerging scenario and suggest improvements.

Findings

EM/NQA frameworks have different shapes. Most EM/NQA start with the criterion “Leadership” and end with “Results”. Ancient wisdom emphasises that the ultimate goal of business is the wellbeing of society. Although the criteria of EM/NQA are similar, the criterion weighting changes due to external environment and cultural factors. The study classifies nine criteria into core criteria, i.e. the need for survival, internal environment criteria, i.e. differentiators, and goodwill criteria, i.e. ensuring sustainability. The focus on goodwill criteria needs to be enhanced to ensure sustainable business growth.

Research limitations/implications

This study is an attempt to integrate the common learning/contradictions of EM/NQA and provide clues to achieving sustainability. Many EM/NQA custodian websites have limited information in the public domain. A periodic review of models made this study difficult. Future research may focus on studying the impact of criteria weighting in different countries/economic environments to enhance the effectiveness of excellence models.

Practical implications

The study may help the GEM council, custodians and managers to review EM/NQA and develop strategies for sustainable results.

Originality/value

This paper is based on a literature review, the author's own experience, and interaction with experts. It provides an analysis of 20 EM/NQAs, highlights the need for a universally acceptable model, and suggests emerging dimensions of excellence.
Proposing a quick best practice maturity test for supply chain operations
Authors: Netland Torbjörn H. , Alfnes Erlend
Published: March 2011

Purpose

The purpose of this paper is to propose a quick maturity test to assist a company's development of a supply chain operations strategy. Maturity tests and models have been developed within several areas, but there is a lack of maturity tests targeting supply chain operations.

Design/methodology/approach

A literature review on maturity models is carried out in order to build the structure of the test, while a literature review on best practices in supply chain management is the basis for the test content.

Findings

The proposed maturity test is an audit scheme built on best practice statements within seven key strategic decision areas – strategy, control, processes, materials, resources, information and organisation. The test is designed with simplicity as a key feature and takes only one hour to complete. The test results are the input to strategic decisions regarding use of best practices in supply chain operations.

Practical implications

Supply chain managers ask for a simple and quick tool that can be used as an eye‐opener and a compass early in the development process of the supply chain operations strategy. The proposed test has a proven potential to point out directions for supply chain improvement areas.

Originality/value

There is a need for a quick assessment tool for mapping the maturity of a company's supply chain operations. The proposed test is a potential answer to this need.
Performance measurement in automated manufacturing
Authors: Mathur Alok , Dangayach G.S. , Mittal M.L. , Sharma Milind K.
Published: March 2011

Purpose

Today's customer‐focused paradigm of business environment puts tremendous pressures of quality, delivery, dependability, flexibility and cost on the manufacturing organisation. Automatic manufacturing systems offer several advantages and are increasingly being adopted as a strategy to improve the performance of manufacturing organisations. Automatic manufacturing systems are highly sophisticated and expensive, and it is therefore important to maximise their productivity. Yet, one can improve only what one can measure. Performance measurement is the key to improving performance, and is a prerequisite to diagnosing, trouble‐shooting and improving the production system. Accordingly, performance measurement has been attracting increasing attention over the last two decades, and several frameworks have emerged for the design, review, evaluation and improvement of performance measurement systems for businesses and manufacturing organizations. The performance measurement, monitoring and continuous productivity improvement of automatic manufacturing systems has assumed special significance on account of their high investments and operating costs.

Design/methodology/approach

A review of the current literature is undertaken to determine the current status and the status of performance measurement in automated production systems.

Findings

Overall equipment effectiveness (OEE) has emerged as one important and universally accepted metric for measuring the overall performance of single automatic equipments. OEE has been further adapted and extended into several variations for use as a metric for automatic manufacturing systems consisting of several automatic machines.

Originality/value

This paper reviews the recent developments and the current status of performance measurement of automatic manufacturing systems.
Visualization: the bridge between commitment and control
Authors: Kerklaan Leo
Published: March 2011

Purpose

This paper seeks to point out that visualization of business situations will stimulate the learning processes of managers and employees. Visualization or problem modeling enhances their commitment for improving organizational readiness to perform at a higher level.

Design/methodology/approach

The methodology used compares two approaches for performance improvement: the control and commitment models. From observing managerial behavior one can learn that the control model is a widely used (classic) approach. Academics point out that the model neglects the human factor too much. This prevents organizations from becoming high‐performing. The commitment model offers a solution by promoting the strong alignment of employees' personal objectives with organizational objectives. The resulting problem here is how to align performance between the various echelons rather than to align between the various objectives.

Findings

It is argued that both control and commitment are important. Management should strive for an optimal mix. However, commitment appears to be predominant. In order to make use of this insight, the various echelons should not receive instructions to realize preset objectives, rather they should be involved in a design problem which is experienced as relevant. By problem solving this way each echelon learns what can be improved in their present situation.

Research limitations/implications

In order to make explicit use of team learning it is necessary to find a standardized way to develop conceptual knowledge. A useful approach here is the use of visualizations of business situations in the problem‐solving process. These visualizations give even more insight if they show cause and effect relations.

Practical implications

Visualizing cause and effect relations is the natural way for developing objectives or for contributing to higher‐level objectives. A practical aspect for management is how to raise the right questions that evoke the visualizations. The structural aspect is that the questions should be aligned through the various levels.

Originality/value

Alignment of activities of echelons by asking questions is the best way to align the strategic objectives of an organization all the way down. This is important to CEOs of organizations that pursue strategies that should be implemented quickly.
Factors influencing self‐assessment in a changing library environment
Authors: Borbely Maria
Published: March 2011

Purpose

The purpose of this paper is to describe the results of two consecutive EFQM‐based self‐assessments, which were performed in Meliusz County Library of Debrecen, Hungary in 2007 and 2008. At the time of the first assessment the library operated across several scattered buildings with poor working conditions. By the time of the second self‐assessment the library had moved to a new, modern building, with an ideal working environment. The focus of this examination is to determine how the positive change of environmental impacts influence the satisfaction of both employees and users.

Design/methodology/approach

In one of this author's previous research studies, an EFQM‐based toolkit for library self‐assessments was developed which provided the methodological base for these surveys. Enablers of the organization – leadership; policy and strategy; people; partnerships and resources; and processes – were evaluated and surveyed.

Findings

This author had the preconceived notion before evaluating the results that the results of second assessment would naturally be more positive than the results of the first, due to the improved, modern environment. Comparison of the two surveys provided unexpected results, as the employees rated enablers in 2007 consistently higher than in 2008. The goal of this study became an investigation of this interesting dilemma, which proved to have changes of senior management at its roots.

Originality/value

The examinations are conducted using the pro forma method of the EFQM‐based self‐assessment package. No other Hungarian libraries have performed self‐assessment based on this method and an examination of the results of this study proves its applicability. With the help of the pro forma method, the most sophisticated and smallest facts that influence the life of the organization become apparent.
Factor structure and psychometric properties of a Spanish version of LibQUAL+™
Authors: Morales Miguel , Ladhari Riadh , Reynoso Javier , Toro Rosario , Sepulveda Cesar
Published: March 2011

Purpose

LibQUAL is a service‐quality assessment instrument developed by the Association of Research Libraries in partnership with Texas A&M University Library and has been used in numerous institutions. The purpose of this paper is to evaluate a Spanish version of the scale in terms of its structure, reliability, and validity.

Design/methodology/approach

Data were collected among students at a well‐known Mexican university. A total of 374 completed questionnaires were used in the analyses. Library service quality was measured using 22 items taken directly from the 2004 version of the LibQUAL scale. The back‐translation method was used to translate the original English version of LibQUAL into Spanish. Data were analysed using SPSS 16.0 and EQS 6.1 in the exploratory and confirmatory stages, respectively.

Findings

The study findings show that the Spanish version of the LibQUAL instrument actually consists of four dimensions: “affect of service”; “information access”; “personal control”; and “library as place”. The results support the reliability, convergent validity, discriminant validity, and nomological validity of the proposed Spanish version of the scale.

Originality/value

This is the first study to empirically evaluate and find support for the convergent, discriminant, and nomological validity of a Spanish version of the LibQUAL scale.
Two pupil‐centred approaches to the assessment of school libraries
Authors: Shenton Andrew K.
Published: March 2011

Purpose

The paper seeks to explore two qualitative techniques that may be used to evaluate the effectiveness of school libraries. The first is based on a “willingness to return” concept previously applied to reference interviews. The second extends a modelling‐through‐reaction methodology that has recently been developed to identify the characteristics of the ideal “information entity”.

Design/methodology/approach

Although each method draws on data relating to the strengths and value of the library as perceived by users, modelling‐through‐reaction also addresses possible areas of improvement and the ideas of non‐users. Data are typically collected via individual interviews and focus groups. Direct quotations from participants are likely to feature prominently in outcomes when the modified “willingness to return” approach is employed, whereas more abstract principles result from modelling‐through‐reaction.

Findings

The findings emerging from the application of the methods can be employed in several ways. The first technique is of particular use in advocacy, since it enables intermediaries to demonstrate the specific benefits that their work brings to the lives of pupils. The second helps information professionals identify the strengths and weaknesses of their library. It can also inform subsequent quantitative investigation, in which Likert responses are given to statements, and may facilitate target setting.

Originality/value

The paper is unusual in highlighting various information behaviour issues within the course of a study of evaluation. Whilst the use of a wide range of references in the paper helps to endow the methods proposed with academic credibility, they are intended primarily to be of practical use to intermediaries.
Applying pop‐up survey software to incorporate users' feedback into public library computing service management
Authors: Chiranov Marcel
Published: March 2011

Purpose

This paper aims to describe the main impact and performance measures employed by the Global Libraries – Biblionet Romania programme (GL‐Biblionet) and reports on the pilot application of a pop‐up survey designed to provide focused user‐feedback to inform the development of the programme.

Design/methodology/approach

GL Biblionet aims to ensure that community informational needs are increasingly met at public libraries, and that these in turn provide better services to users and the community. An efficient performance management system of public library computing service is required for these purposes, including an adequate data/feedback collection system, and a flexible mechanism to analyse and report the findings. A pop‐up survey mechanism was developed and tested as a key part of the user feedback element of impact and performance measurement.

Findings

The pilot implementation of the pop‐up survey was broadly successful in providing useful data but the survey results need to be contextualised and triangulated with other impact and performance measurement data to assess their level of reliability. More nuanced questions about users' self‐assessments of competence in using ICT need to be developed.

Research limitations/implications

Although only at the pilot stage, the GL‐Biblionet approach to pop‐up survey development offers a potentially useful tool for long‐term use by public libraries in Romania and for other countries faced with similar public library development and user feedback issues.

Originality/value

This paper reports on a novel and potentially valuable application of pop‐up survey technology for national systems of public libraries and for local or regional application.
Contextual approach to understanding the socio‐cultural function of a public library in Japan
Authors: Klopfer Lisa , Nagata Haruki
Published: March 2011

Purpose

Despite a growth in demand that public libraries be accountable to citizen needs, basic research into the socio‐cultural context in which libraries operate, particularly cross‐culturally, is still needed. Durrance and Fisher have argued that libraries have too long relied on output measures to indicate library efficiency (and to justify funding) but that such measures do not reflect the social, cultural or other values actually held or gained by library users. This observation begs the question, what socio‐cultural functions do public libraries actually have? What values do they reinforce? What needs are met? How do public libraries fit into the larger social fabric of public and private institutions? And how might these functions vary from one society to another? This paper aims to address these issues.

Design/methodology/approach

The questions are similar in scope to those found in museum studies (for example, see the book series Museum Meanings edited by Eilean Hooper‐Greenhill and Flora Kaplan), but have been rarely applied to libraries. In an unusual research collaboration we explore these questions relying on both qualitative and quantitative methods to gauge some of the socio‐cultural functions of a public library in Japan.

Findings

Of primary concern is the methodological problem of developing questions that draw out values and concepts of which the visitors themselves may not be explicitly aware. In this research the paper attempts to draw out not just the satisfaction levels of patrons, but to delineate something of the patrons' own conception of their public library. Studying a rather unusual library by Japanese standards, it is found that some patrons have responded to the particularly strong community focus of the library director.

Originality/value

Socio‐cultural studies of the functions of libraries are rare. This study therefore can act as an exemplar for further international studies.
A new constrained stochastic multidimensional scaling vector model
Authors: Scott Crystal J. , DeSarbo Wayne S.
Published: March 2011

Purpose

Multidimensional scaling (MDS) represents a family of various geometric models for the multidimensional representation of the structure in data as well as the corresponding set of methods for fitting such spatial models. Its major uses in business include positioning, market segmentation, new product design, consumer preference analysis, etc. The purpose of this paper is to apply a new stochastic constrained MDS vector model to examine the importance of some 45 different leadership attributes as they impact perceptions of effective leadership practice.

Design/methodology/approach

The authors present a new stochastic constrained MDS vector model for the analysis of two‐way dominance data.

Findings

This constrained vector or scalar products model represents the column objects of the input data matrix by points and row objects by vectors in a T‐dimensional derived joint space. Reparameterization options are available for row and/or column representations so as to constrain or reparameterize such objects as functions of designated features or attributes. An iterative maximum likelihood‐based algorithm is devised for efficient parameter estimation.

Originality/value

The authors present an application to a study conducted to examine the importance of leadership attributes as they impact perceptions of effective leadership practice. Implications for future research and limitations are discussed.
Impact of organizational sociotechnical system on managerial retention
Authors: Ghosh Koustab , Sahney Sangeeta
Published: March 2011

Purpose

The industrial organizations all over the world are operating in a highly competitive and challenging business environment. Achieving customer satisfaction on a continual basis keeping in view of the increasing expectations of the customers has been the key to the growth of business and operations. Customer satisfaction and business development can only be achieved by retaining the competent and capable managers at different hierarchical levels of the organizations. But with the growing career opportunities and better employment prospects available, turnover of managerial personnel has become an increasingly important industrial problem worth studying in the recent years. The purpose of this paper is to examine the industry‐wide problem of managerial turnover.

Design/methodology/approach

The paper describes a study which is diagnostic in nature and which follows a causal design approach to empirically examine if the impacts of both the organizational social and technical subsystem elements on managerial retention are significant or not. In the first phase, a pilot survey was conducted on a sample of 93 managerial respondents at junior and middle levels in order to test the validity and reliability of the survey instrument. The second phase of the study was conducted on a sample of 444 junior and middle‐level managers from various organizations located in India to determine the causal impacts of the organizational social and technical subsystem factors on managerial retention through developing an integrated model by using the general linear modeling technique.

Findings

The results were in the expected direction and fulfilled the research aim of the current study. The factor analysis had grouped the items into seven constructs with a total of 53 items. Studies indicate that in industrial organizations the design of managerial jobs by balancing both the organizational social and technical subsystem elements does impact managerial retention. The empirical model developed through general linear modeling technique supports the proposed relationships.

Originality/value

Through identifying and empirically establishing the impacts of organizational social and technical subsystem elements on managerial retention in Indian context, this paper helps to understand the managerial expectations from their prospective employers. The top management of the business organizations may use the findings as guiding criteria, while constructing, managing, and evaluating their managerial retention strategies in Indian context.
Examining the behavioral manifestations of fan avidity in sports marketing
Authors: DeSarbo Wayne S. , Madrigal Robert
Published: March 2011

Purpose

The sports industry is one of the fastest growing business sectors in the world today and its primary source of revenue is derived from fans. Yet, little is known about fans' allocation of time, effort, and/or financial expenditures in regard to the sports they care so desperately about. The purpose of this paper is to explore the multidimensional aspects of such manifestations of fan avidity and examine the nature of heterogeneity of such expressions.

Design/methodology/approach

Data were collected from a student sample of football fans from a well‐known US university.

Findings

In total, 35 different expressions of fan avidity are developed related to how fans follow and support their favorite team. A spatial choice multidimensional scaling model is developed to uncover four latent dimensions of fan avidity expression.

Originality/value

The managerial aspects of these empirical findings are provided, and the authors suggest several directions for future research.
A proportionality model of Markov manpower systems
Authors: Nilakantan K. , Sankaran Jayaram K. , Raghavendra B.G.
Published: March 2011

Purpose

The purpose of this paper is to construct a model of hierarchical manpower systems which follow proportionality policies in recruitment and promotion of their staff, ostensibly with a view to safeguard the career interests of their existing employees.

Design/methodology/approach

The manpower systems are modeled as Markov systems, and their inherent characteristics and long‐term behavior are studied.

Findings

Significantly it is shown that such proportionality systems do not compromise on flexibility in the long term, and can also provide an additional means of controlling the blend of manpower in the system. The theoretical results were tested with real‐world data, and a good degree of conformity was observed between the theoretical predictions and the actually observed behaviour.

Practical implications

The model can also be applied to organizations which outsource a part of their work, the outsource workforce being notionally being considered as recruits to the system.

Originality/value

Outsourcing of work is being practiced on an ever‐increasing scale nowadays, and becoming, at times, even controversial, and as a consequence, an increasing number of organizations are resorting to protectionist policies; the model in this paper provides a theoretical framework in which to view and analyze this phenomenon.
A review of the European Union eParticipation action pilot projects
Authors: Koussouris Sotirios , Charalabidis Yannis , Askounis Dimitrios
Published: March 2011

Purpose

As the society has long ago left the “industrial age” and entered the “information age”, people, enterprises and above all decision makers are constantly trying to get the best out of the opportunities and the technologies offered, for facilitating their life and their work. One of the most active and promising domains nowadays, is eParticipation, which is actively promoted by all stakeholders, as there is a great need of reconnecting citizens with the decision makers and re‐engaging them into the democratic procedures, especially as during the last years this gap is expanding, with the most convincing proof being the huge figure of voter turnout during the latest European elections. The purpose of this paper is to address these issues.

Design/methodology/approach

A review of the most active and well‐known eParticipation action pilot projects funded in the European Union is presented, alongside with a methodological framework that has been followed for mapping, assessing and evaluating those projects, using a beyond the state‐of‐the‐art classification method.

Findings

Conclusions of the performed work are in a position to outline the current status quo of eParticipation in Europe, highlighting lessons learned and opportunities for future activities and research.

Originality/value

This paper includes valuable information towards practitioners, decision makers and administration officials, based not only on the established knowledge and on the experiences gained, but also on the identified gaps of the domain, aiming to support them in understanding the status quo of the domain and in the design process of future research roadmaps for eGovernace and policy modelling.
Do social networking groups support online petitions?
Authors: Panagiotopoulos Panagiotis , Sams Steven , Elliman Tony , Fitzgerald Guy
Published: March 2011

Purpose

EPetitioning has been emerging as arguably the most important eParticipation institutional activity. This paper aims to provide some insights into how ePetitions are perceived and supported by social networking sites.

Design/methodology/approach

The paper investigated the connection between the UK Government's ePetitioning system and social networking groups linking to governmental petitions. Online data from Facebook were collected and analysed with respect to numbers of supporters compared to official signatures.

Findings

The results indicate that although the process of signing an official petition is not more complex than joining a Facebook group, the membership of respective Facebook groups can be much higher. In particular, certain topics experienced very high support on Facebook which did not convert to signatures.

Originality/value

The paper's added value lies in the questions raised about the potential uptake of citizen‐government interactions in policy‐making mechanisms.
E‐participation readiness of Austrian municipalities
Authors: Höchtl Johann , Parycek Peter , Sachs Michael
Published: March 2011

Purpose

The purpose of this paper is to depict the present situation of e‐participation initiatives of Austrian municipalities and derives recommendations to further enhance the e‐participation sophistication level.

Design/methodology/approach

The findings are based on hypotheses we verified against a dataset obtained from an electronic survey among all Austrian municipalities, conducted in 2008.

Findings

The technical basis for e‐participation in Austria is well developed, yet accessibility of municipal web sites and the phrasing of information leaves space for improvement. E‐participation in Austria is still in a nascent state and requires the convergence of technical, political, legal and socio‐economic factors, which has not yet fully arrived at the municipal level.

Research limitations/implications

The raw material of the survey did not allow a qualitative assessment of e‐services.

Practical implications

Change of law and reconsideration of opening hierarchical structures.

Social implications

Recommendations of implementing e‐participation on municipal level.

Originality/value

Owing to the broad fragmentation of e‐government strategies and relevant regulations, the detailed results of the survey are only of limited use for comparability to other surveys in this domain. The identified factors for e‐accessibility and the derived measures for e‐participation thereupon are a new approach and will help further research and surveys to define an e‐participation assessment framework.
Internet voting in the USA: analysis and commentary
Authors: Awad Mohammed , Leiss Ernst L.
Published: March 2011

Purpose

The first American internet voting (I‐voting) implementation was in 2000. Since then many attempts and trials have taken place in this field. This paper aims to analyze these various attempts and discuss their benefits and vulnerabilities.

Design/methodology/approach

I‐voting can provide ease to elderly citizens and people with disabilities. Some also believe that the convenience that the internet offers will attract young voters, and hence increase voter turnout. I‐voting can also solve the problems of late delivery of absentee ballots “which leads to discarding the votes”.

Findings

Election officials believe that I‐voting can be considered a valid voting option if it offers at least the same level of security as traditional remote voting methods. On the other hand, many data security experts doubt that the current internet infrastructure is safe enough to support such an important function. I‐voting is still far from being a voting option for US citizens residing in the States; however, it is considered a promising alternative to facilitate voting for those living overseas.

Originality/value

The authors believe this paper contains the most comprehensive analysis of the I‐voting trials that have been carried out in the USA over the last decade.
“The Guarantor”
Authors: Ablameiko Sergei , Kalosha Nikolai , Lipen Denis , Lipen Vitaly
Published: March 2011

Purpose

The research is aimed at developing an efficient electronic voting platform that would offer distinct advantages over traditional paper ballot voting and the available electronic voting systems.

Design/methodology/approach

Based on the analysis of the existing technologies and the authors' prior findings, electronic voting was approached as a public information and communication technologies service.

Findings

A new methodology of forming election event outcomes is proposed, which is based on the outcomes of internet transactions between web portals such as “The Guarantor” and millions of remote electors, voting event officials and independent observers (auditors). The paper presents the structure of a state‐scale voting system that collects, processes publishes the results of different election events.

Originality/value

The system can accept votes cast online by internet or SMS, by mail, via electronic kiosks and by special computer‐filled paper ballots at polling stations. The system also provides a number of new possibilities for network verification of voter registration and the individual votes without compromising the voters' privacy. A model implementation of a web portal for remote monitoring of election events and individual outcome verification is presented.
The challenges of informed citizen participation in change
Authors: Hughes Mark
Published: March 2011

Purpose

The paper analyses discussion about public service organisational innovation and change in strategic plans as a potential source of information informing citizen participation.

Design/methodology/approach

The strategic plans of 24 different UK public service organisations were analysed using NVivo.

Findings

The strategic plans did not provide comprehensive information about organisational innovations and changes taking place. However, the rationales for why public service organisations were changing were evident.

Research limitations/implications

The research was based upon a small sample and only a single communication channel (the strategic plans) was analysed.

Originality/value

The paper highlights the challenges of informing citizens about forthcoming organisational innovation and change in public service organisations and suggests ways forward.
Measuring the public value of e‐government: a case study from Sri Lanka
Authors: Karunasena Kanishka , Deng Hepu , Singh Mohini
Published: March 2011

Purpose

This paper aims to present a case study on the public value of the e‐Sri Lanka program. Four major dimensions of public value creation through e‐government including the delivery of public services, the achievement of outcomes, the development of trust, and the effectiveness of public organizations are considered in evaluating the performance of the e‐Sri Lanka program. The progress of e‐Sri Lanka program is evaluated, and the potential areas for improvement in the development of e‐government in Sri Lanka are identified.

Design/methodology/approach

Existing methodologies for evaluating the public value of e‐government have been critically analyzed. The need for extending existing methodologies for better assessing the performance of e‐government is discussed. Consequently, an extended conceptual framework is developed for evaluating the public value of e‐government. Various national survey data in Sri Lanka on e‐government development are used for conducting the empirical analysis on the performance of the e‐Sri Lanka program.

Findings

The study reveals that the public value of e‐government in Sri Lanka is unsatisfactory in all the dimensions of public value generation. It shows that the proposed framework is effective in facilitating the identification of public value of e‐government in Sri Lanka. Furthermore, the study shows that the lack of e‐services, the security threat to public information in public organizations, the low adoption of information and communication technologies in government, and the low uptake of available e‐government initiatives are the key reasons for such a poor performance in e‐government.

Practical implications

The proposed framework can be used for evaluating the public value of e‐government. It provides individual governments with an effective means for better understanding the impact of their e‐government efforts on their citizens and societies, leading to better policies and strategies being made for the continuous development of e‐government.

Originality/value

The proposed framework would be the first approach in examining the public value of e‐government by considering all the dimensions of public value creation. It is the first in‐depth study of public value creation through e‐government in Sri Lanka. Such a study is significant to Sri Lanka giving that its e‐government development is at a crucial stage supported by various international aid organizations.
M‐learning: next generation hotel training system
Authors: Kim Jungsun (Sunny) , Kizildag Murat
Published: March 2011

Purpose

This paper aims to explore whether there is a need for a mobile learning (M‐learning) system and what types of mobile applications will be appropriate for each department at a hotel. It focuses on addressing three key questions: how can a hotel utilize mobile devices for training purposes in each area? What kinds of features or functions would hotel employees like to see on the mobile device? Are there any differences in the M‐learning acceptance level of the participants based on their demographic factors or previous experience with mobile usage?

Design/methodology/approach

Ten experts in the hospitality academia and industry participated in this qualitative research. This study used snowball sampling as a selection strategy.

Findings

This study found there are various ways to utilize mobile devices for hotel employee training in different departments. Housekeeping, room service, restaurant, and other customer‐service sectors were suggested as good areas to use mobile devices for training. Beyond this suggestion about proper departments for M‐learning, this study uncovered a number of interesting applications for each department.

Research limitations/implications

This is an exploratory study conducted in a research area where a few scholarly works exist. Since this study uses a qualitative approach, future research should conduct an experimental study or a survey with hotel major students or hotel employees to obtain more generalizable results.

Originality/value

As the literature review reveals, very few studies have investigated the M‐learning adoption and even fewer studies have empirically tested an individual's perceptions that can explain the adoption of mobile devices for hotel employee training. This study develops a research framework and suggests appropriate determinants of M‐learning adoption for future studies.
Does ICT adoption enhance hotel performance?
Authors: Sirirak Sirawit , Islam Nazrul , Ba Khang Do
Published: March 2011

Purpose

The purpose of this study is to investigate the influence of information and communication technology (ICT) adoption on hotel performance in Thailand.

Design/methodology/approach

The elements for measuring the level of ICT adoption include: availability of ICT components, integration of ICT components, and intensity of ICT usage. Operational productivity and customer satisfaction were used for measuring hotel performance. To control for the influence of location and employee and management characteristics on hotel productivity, data were collected solely from three star hotels operating in the same location, Phuket, Thailand. Operational productivity was calculated by using data envelopment analysis. A five‐point Likert type scale was employed to measure customer satisfaction. Multiple regression analysis was utilized to assess the relationship between ICT adoption and hotel performance.

Findings

The findings indicate that ICT adoption has a significant positive relationship with hotel performance. However, ICT adoption influences operational productivity more than customer satisfaction within three star hotels. ICT availability and ICT integration have a significant positive relationship only with operational productivity, while the intensity of ICT usage has a significant, positive relationship with both operational productivity and customer satisfaction.

Practical implications

The findings will benefit the hotel industry by providing critical information to management in deciding on the areas in which ICT should be adopted, such as room division or food and beverage division, as well as the specific technologies that would improve hotel performance. It also contributes valuable information to ICT marketing personnel.

Originality/value

This study fills a gap in terms of the requirement for more studies investigating the impact of ICT on hotel performance in general, and in developing countries in particular. This helps in understanding the topic from a developing country's perspective.
An exploratory study of the role of pervasive environments for promotion of tourism destinations
Authors: Pantano Eleonora , Servidio Rocco
Published: March 2011

Purpose

The aim of this research is to investigate how virtual reality, with emphasis on pervasive environments, might affect tourism choice of a destination, in order to exploit it as a marketing tool to promote tourism destination in a global perspective. In particular, the paper analyzes the case of Calabrian territory (Southern Italy), due to the high archaeological value, heritage of the ancient Magna Graecia culture (VIII cent. B.D.‐I cent. A.D.). Despite this heritage, Calabria has been not fully exploited its resources in a tourism perspective.

Design/methodology/approach

The research methodology is based on a qualitative approach, focused on a questionnaire promoted along with tourists. In particular, the authors asked them to explore the pervasive environments which reproduce some Calabrian scenarios, and answer some specific questions related to the experience. The interviews have been processed with the MaxQDA software for the content analysis.

Findings

Two aspects of the results emerge from a theoretical standpoint: the role of pervasive environments for improving tourism contents communication; and the influence of pervasive environments on the tourists' destination choice. Furthermore, the use of pervasive environments is efficient especially for the territories with a high archaeological value.

Originality/value

The increasing competition among territories forces the tourism industry to develop new strategies for enhancing competitive advantages. This paper studies how pervasive environments might have an impact on the promotion of tourism destinations, which have not been yet fully appraised by the current literature.
Facebook as an edutainment medium to engage students in sustainability and tourism
Authors: Isacsson Annica , Gretzel Ulrike
Published: March 2011

Purpose

Emerging technologies offer an ever expanding variety of means to support and enrich learning environments. However, there is currently a lack of information on how to best implement new media in tourism and hospitality education. This paper aims to describe an example of an international, collaborative learning project that involves Facebook so that future practice regarding social media use in teaching can be informed.

Design/methodology/approach

This paper adopts a case study approach to describe in detail how Facebook was used to foster self‐directed learning about sustainable tourism.

Findings

The findings presented in the paper are based on the postings of the students in Facebook as well as student and faculty reflections on the success of the project. Overall, the project was a success and led to the construction of a useful, current and engaging knowledge base about sustainable tourism. Also, the students appreciated the more informal learning environment. However, there were clear barriers to collaboration that could not be overcome by using Facebook. In addition, not all students were equally engaged and some clearly lacked experience with the medium.

Originality/value

The paper documents the use of Facebook in support of a collaborative learning project to illustrate the potential of social media in creating engaging learning environments. It situates the case study in the theoretical discussion of the value of edutainment and the promise of social media to foster self‐directed and social learning. The findings provide theoretical implications for the conceptualization of social media use in education and practical implications for tourism and hospitality educators who would like to integrate social media in their teaching.
Power and hegemony within a community festival
Authors: Clarke Alan , Jepson Allan
Published: March 2011

Purpose

This paper aims to develop an illustrative case study of power and hegemony involved in the creation of a local community festival, through the representations of local communities' cultures from various ethnic groups within the city of Derby.

Design/methodology/approach

Drawing on observational analysis of the steering group and the planning forum processes, this paper will deconstruct the discourses utilised, deployed and reinvented in the Derby Jubilee Festival. Power is revealed as a pervasive and constructive set of forces that are both enabling and disenfranchising.

Findings

The definitions of cultures used in the construction of the festival are demonstrated to have significant outcomes for the communities involved or to be excluded from the community festival. Further elaborates how the paper positions are constructed on the basis of different discourses of power.

Originality/value

Few studies have developed an analysis of power and hegemony within festivals. The study shows how the values inscribed within exclusive definitions of “culture” can exclude participation from community festivals.
Event stakeholder management: developing sustainable rural event practices
Authors: Reid Sacha
Published: March 2011

Purpose

Changes to the economic and social fabric of rural communities in Australia have resulted in an outmigration of residents, shifting economies and disenfranchisement with rural life styles. As a result, events provide important social and recreational opportunities for residents. However, rural communities are constrained by limited resources, such as the number of individuals who are willing and able to participate in event organizations; therefore, it is essential for the sustainable organization of events that stakeholders are attracted and retained. This paper aims to apply a stakeholder theoretical approach to the organizing and planning of rural events to identify event stakeholders, monitor satisfaction and ensure stakeholder retention within rural events.

Design/methodology/approach

A qualitative research design using a multiple case study approach examined event stakeholders in three rural communities of Southwest Queensland, Australia. In total, 54 in‐depth interviews were undertaken with event stakeholders and analyzed using an iterative thematic content analysis.

Findings

The findings reveal that rural‐event stakeholders fulfill multiple roles, differentiated by risk, and fraught with competing or conflicting agendas. The paper identifies strategies that event organizers utilize to manage relationships, and that facilitate stakeholder satisfaction and continued involvement.

Originality/value

There is limited understanding of event stakeholders, particularly in rural communities. Involving rural residents in organizing and planning events develops individual skills, knowledge and capacity. Rural communities benefit from an ability to deal with adverse conditions based on improvements in capacity of individuals and the community.
The role of social and intangible factors in cultural event planning in Catalonia
Authors: González Reverté Francesc , Miralbell Izard Oriol
Published: March 2011

Purpose

This article aims to detail the scope of social capital (SC) in cultural events held in Catalonia and to analyze their tourism appeal. This study considers three elements of SC which play a role in event planning (motivation, internal network creation, and leadership) and analyzes their impact on the local tourism industry.

Design/methodology/approach

The current work assesses the presence and importance of SC factors at 263 surveyed events. This information was crossed with tourism appeal and impact data obtained from the same survey, and the statistical significance of the differences between various SC factors was evaluated via a χ2 test.

Findings

This study's primary conclusion is that events with SC elements which strengthen their social cohesion, view and justify the event as a socializing fact, regardless of the scope of tourism at these functions. Additionally, research showed that the creation of relationship networks strengthened the community's internal cohesion, representativeness, and sense of identity. Finally, leadership elements which increase visibility and connect the event to external networks explain the current differences between events' tourism appeal and impact.

Originality/value

The study's major contribution lies in highlighting the role of SC as a factor which affects the social and tourism repercussions of Catalan events. Recommendations suggest the strategic importance of incorporating SC in managing and creating new products and tourism policies focused on cultural events.