bluuebunny/crossref_metadata_2025 huggingface dataset:
Consumer perceptions of visible tattoos on service personnel
Authors: Dean Dwane H.
Published: May 2010

Purpose

It is proposed that visible tattoos on service personnel may be used as a clue by consumers in predicting service process and outcome. This paper aims to explore this general hypothesis by investigating consumer perceptions of tattooed service employees and whether they vary by type of service rendered, the age of the perceiver, and whether the perceiver has a tattoo or not.

Design/methodology/approach

A quota sample of age‐grouped subjects reported their perceptions of the appropriateness of visible tattoos on service personnel in nine different occupations as well as their inferences about tattooed people on five personal traits.

Findings

Overall, visible tattoos on white‐collar workers were deemed inappropriate while similar tattoos on blue‐collar workers were viewed as appropriate. Respondents (both young and old and tattooed versus non‐tattooed) believed financial services workers should not have visible tattoos. Older subjects held a more unfavorable view of tattooed people, in general, than younger subjects, believing tattooed people are less intelligent and less honest than non‐tattooed people.

Research limitations/implications

The respondents did not evaluate actual tattoos, just the location of the tattoo on the arms, hands, or neck. Also, subjects evaluated hypothetical employees. Prior acquaintance with the employee might alter the perception of the tattoo.

Originality/value

This is apparently the first study to investigate consumer perceptions of visibly tattooed service personnel. Written explanations given by subjects for their responses suggest that judgment of the appropriateness of the tattoo is driven by expectations. That is, whether the presence of the tattoo is congruent with the mental image of people in that occupation in the mind of the perceiver. Interestingly, judgment of appropriateness was not affected by whether the perceiver had a tattoo or not, suggesting that perceived similarity of the object to the perceiver had little influence on evaluation.
Empirical research on competitiveness factors
Authors: Sun Hui , Fan Zhiqing , Zhou Ying , Shi Ye
Published: May 2010

Purpose

The purpose of this paper is to develop a model to analyze the interactions among the competitiveness factors of the real estate industry on the basis of Porter's Diamond Model. The model provides insights into the relationship between these factors in the context of the Beijing and Tianjin real estate industries.

Design/methodology/approach

Based on Porter's Diamond Model, this paper establishes the competitiveness factors model and divides the factors into four key categories. (i.e. productivity element, demand constraint, the strategy or structure of relevant and supportive industry and corporation, and horizontal competition). After relevant indices are picked up in each category, the paper utilizes structural equation modeling to analyze the contribution of each factor on competitiveness of real estate industry. Data are collected from Beijing and Tianjin in China and the model is practiced in the context of the real estate industry of the two cities.

Findings

Supported by empirical evidence, this study finds out that related industries have the most significant influence on competitiveness of real estate industry and the second important is demand factors. Based on these, four pieces of suggestion are given to improve the competitiveness of real estate industry combining with the condition of Beijing and Tianjin in this paper.

Originality/value

This research builds a conceptual model based on Porter's Diamond model to provide a much more comprehensive understanding of the interactions between competitiveness factors of real estate industry, and introduces structural equation modeling to quantitatively analyze the contribution of each factor to competitiveness.
Client recommendations for financial incentives on construction projects
Authors: Rose Timothy , Manley Karen
Published: May 2010

Purpose

The paper seeks to provide recommendations for construction clients who design and implement financial incentive mechanisms (FIMs) on projects.

Design/methodology/approach

Four large Australian building projects commissioned by government clients under managing contractor contracts and completed between 2001 and 2005 were examined to explore the “drivers” that promoted motivation toward financial incentive goals. The results were triangulated across data sources, projects and stakeholder types.

Findings

FIM design should incorporate: flexibility to modify goals and measurement procedures over time; multiple goals covering different project areas; distribution of rewards across all the key organisations contributing to team performance (e.g. potentially not just the contractor, but the subcontractors and consultants) and a reward amount sufficient to be valued by potential recipients. FIM benefits are maximised through the following complementary procurement initiatives: equitable contract risk allocation; early contractor involvement in design; value‐driven tender selection; relationship workshops; and future work opportunities.

Research limitations/implications

This paper provides practical recommendations to industry and hence does not emphasise theoretical aspects.

Practical implications

The uptake of these recommendations is likely to increase the impact of FIMs on motivation and improve project and industry outcomes. Although the study focuses on government clients of building projects, all the recommendations would seem to apply equally to private‐sector clients and to non‐building projects.

Originality/value

In order to improve motivation and reward high performance, clients are increasingly using FIM in their construction contracts. Despite the rising use of financial incentives, there is a lack of comprehensive construction‐specific knowledge available to help clients maximise outcomes. The study addresses this gap in the literature.
Barriers to women in the UK construction industry
Authors: Worrall Lisa , Harris Katy , Stewart Roy , Thomas Andrew , McDermott Peter
Published: May 2010

Purpose

This paper aims to identify the main barriers that lead to the under‐representation of women in the UK construction industry. The study, funded by ConstructionSkills, seeks to explore the issues that women face and investigate the potential positive impact that continuous professional development (CPD) may have upon improving the retention and career progression of women.

Design/methodology/approach

The study uses an open‐ended grounded theory (GT) approach, including 231 semi‐structured questionnaires and nine focus groups with women from a range of professional occupations. All the findings were analysed using keyword analysis to identify the top two barriers that women face, alongside a series of cross‐cutting key themes and issues.

Findings

The findings reveal that male‐dominated organisational cultures and inflexible working practices are the main barriers to women in the UK construction industry, irrespective of job role or profession. This paper concludes by arguing for a sea‐change in the expansion of CPD opportunities for women in managerial, confidence and communication based skills, with accompanying networking and support systems to facilitate the retention and advancement of women in the industry sector.

Research limitations/implications

Due to the research approach, the data are not generalisable. Therefore, researchers are advised to research and test the findings with a larger group. Researchers are also recommended to investigate the impact of expanded CPD opportunities for both men and women.

Originality/value

The paper puts forward a business case for the advancement of specific CPD training for women, to facilitate the expansion of equality and diversity in the workforce in the UK construction industry.
Lay theory explanations of occupational stress: the Malaysian context
Authors: Awang Idris Mohd , Dollard Maureen F. , Winefield Anthony H.
Published: May 2010

Purpose

The purpose of this paper is to examine the causes and consequences of job stress in Malaysia and make a comparison between Western and Eastern perspectives.

Design/methodology/approach

A grounded theory approach was used to develop a lay representation of Malay people's descriptions of their experiences at work, including job stress. Interviews were conducted with 48 employees in Malaysia, using six semi‐structured interview questions adopted from Kinman and Jones and translated into the Malay language, as a guide.

Findings

Although most respondents perceived that individual factors play an important role in work stress, organizational factors seemed to be the dominant factor identified that contributes to work stress. Respondents also perceived the individual as key to stress reduction rather than management interventions. A new concept emerged in this study that was related to external factors impinging on work (such as globalization).

Practical implications

Organizations should formulate strategies to prevent job stress among employees. They must also be alert to the impact of external factors that are now common in the Malay workplace.

Originality/value

Research of job stress in employees in Eastern cultures is rare. The paper provides in‐depth preliminary research which will lead to further investigations of job stress in Eastern workplace settings.
Work locus of control and interactional justice as mediators of the relationship between openness to experience and organizational citizenship behavior
Authors: Abu Elanain Hossam M.
Published: May 2010

Purpose

Previous studies conducted in Western context show weak relationship between openness to experience and performance. More empirical evidence is needed to understand the nature of the relationship between openness and performance in a non‐Western context in general and in the Middle East in particular. The purpose of this paper is first, to examine the impact of openness to experience on organizational citizenship behavior (OCB) dimensions in the United Arab Emirates (UAE); and second, to test the mediating impact of work locus of control (WLOC) and interactional justice on the openness‐OCB dimensions relationship.

Design/methodology/approach

Data were collected from 164 employees working in a variety of service organizations in Dubai. The proposed linear relationships were tested using a series of separate hierarchical regression analyses. Proposed mediation hypotheses were tested using Baron and Kenny's recommendations.

Findings

Contrary to Western studies, openness to experience was found to be strongly related to the four OCB dimensions. Also, WLOC and interactional justice were found to play a role in mediating the influence of openness to experience on OCB dimensions.

Research limitations/implications

The limitations of common method bias and cross sectional data are discussed in light of implications for future research. Nevertheless, the results provide new insights on the influence of openness to experience on OCB in a non‐Western context of the UAE by testing the role of WLOC and interactional justice in influencing the relationship between openness and OCB.

Practical implications

The study has implications for enhancing OCB. In general, selecting employees high in openness to experience and internal WLOC can result in higher level of these employees' OCB performance. In addition, UAE managers should provide sufficient interactional justice in order to improve the impact of openness to experience on the OCB dimensions.

Originality/value

This paper describes what is considered to be the first study to examine the relationship between openness to experience and OCB dimensions in the Middle East, and the first study to test the role of WLOC and interactional justice as mediators for the openness‐OCB relationship in a non‐Western context.
Is entrepreneurial competency and business success relationship contingent upon business environment?
Authors: Hazlina Ahmad Noor , Ramayah T. , Wilson Carlene , Kummerow Liz
Published: May 2010

Purpose

The purpose of this article is to evaluate the effect of entrepreneurial competencies and the moderating effect of business environment on business success in small and medium sized enterprises (SMEs) in Malaysia.

Design/methodology/approach

A sample of 212 Malaysian SME owner‐founders participated in this study. The structural equation modeling (SEM) procedure was used to test the proposed model.

Findings

The results showed that entrepreneurial competencies were strong predictors of business success in SMEs in Malaysia. It was also found that the association between entrepreneurial competencies and business success was more strongly evident in hostile and dynamic environments than in more benign and stable environments.

Research limitations/implications

Self‐report was used as the source of all data. This approach, even though criticised by some, was deemed necessary because of difficulties associated with the independent assessment of each of these variables. Nevertheless, future studies should identify ways to obtain competency data from multiple informants to minimise the possibility of response bias.

Practical implications

It was suggested that understanding business success through the lens of entrepreneurial competencies is important because it provides entrepreneurs with knowledge about the way they should operate their business and encourages them to be conscious of the potential positive or negative impacts of their own behaviour.

Originality/value

The study shows that entrepreneurs are capable of minimising the negative impact of business environment if they are willing to equip themselves with the appropriate competencies.
Entrepreneurship and the innovative self: a Schumpeterian reflection
Authors: Betta Michela , Jones Robert , Latham James
Published: May 2010

Purpose

This paper draws upon the Schumpeterian statement that effective change only comes from within. The purpose of this paper is to investigate whether this notion can be applied to personal life and practices displayed by certain individuals wishing to innovate themselves by recombining given personal resources with the purpose of establishing a new person enterprise.

Design/methodology/approach

The approach used in this article is to conceptually propose and argue a reading of entrepreneurship as the agency of an innovative subject, embedded in a Foucauldian technology of the self based on self‐care and self‐knowledge.

Findings

The analysis leads to the finding that the individual who challenges (or resists) destiny, or a given personal order, and manages to establish a new personal order, is entrepreneurial in so far as s/he changes the way of doing things, or a static way of living.

Research limitations/implications

The paper suggests theoretical implications for further research. The use of Schumpeter to analyse personal practices as a form of entrepreneurship reinforces the notion of entrepreneurship beyond the business context and opens up research possibilities in a variety of fields and ways, for example, research capable of linking ethics and entrepreneurship, self‐reflexivity and entrepreneurship, and subjectivity and entrepreneurship.

Originality/value

The article is original in that it bids to extend the theory of entrepreneurship to perspectives that are clearly embedded in personal life for the sake of self‐development. Its value is that it allows for a transcending of both the economic and social notions of entrepreneurship, enabling us to outline a third dimension to the literature, which we call a person enterprise.
The regional‐newspaper industry supply chain and the internet
Authors: Graham Gary , Smart Alison
Published: May 2010

Purpose

This paper aims to understand the impact of the internet on different value activities in a physical goods (newspaper) supply chain.

Design/methodology/approach

Case studies were used to obtain rich data from three newspaper companies. The selected case study companies had experienced changes in their value chains as a result of the internet.

Findings

The internet has led to falling advertising revenues and dwindling circulations. The companies reacted to this by developing online news services, which do not have the distribution costs of a physical product, enable the customisation of editorial and advertising content, and facilitate the co‐creation of news content with consumers. Moving online has, however, not fully compensated for the losses in revenues. Readers were reluctant to pay for online content, the income from of the sale of web‐based advertising space was significantly lower than for the printed form, and journalists resisted co‐creation.

Research limitations/implications

The small sample of cases limits the generalisability of the findings.

Practical implications

Regional newspapers face problems developing an effective online news service to enable them to remain relevant in the communities they serve. The findings suggest that, although newspapers have adopted multimedia, and now have some user generated content, there is a reluctance to consider greater usage of additional forms of news production and e‐tools.

Originality/value

This paper examines how digital media are displacing physical goods from a value chain. There is evidence that co‐creation, a variable so far neglected in the literature on internet supply chains, can have a critical impact on value adding/creation activities.
Supply chain integration: cluster analysis of the impact of span of integration
Authors: Kannan Vijay R. , Choon Tan Keah
Published: May 2010

Purpose

This paper aims to explore whether firms that integrate only with partners adjacent to them in the supply chain exhibit different patterns of supply chain practice and performance than those that also integrate with partners more distant in the supply chain.

Design/methodology/approach

Cluster analysis of survey data is used to partition firms based on the span of the supply chain involved in their integration efforts.

Findings

Firms with a broad span of integration have a greater focus on alignment with suppliers and customers, and have more of a supply chain focus than those with a narrow span. They also demonstrate higher levels of performance attributable to supply chain relationships.

Practical implications

Results highlight the importance to supply chain professionals of taking a broad view of the supply chain rather than focusing only on first tier suppliers and customers. They also suggest the importance of exploring opportunities to facilitate broader participation in supply chain integration efforts.

Originality/value

Past research has identified the importance of supply chain integration without addressing the importance of how much of the supply chain should be involved in such efforts. This study provides empirical support for the need to involve partners across the supply chain.
Lean competence: integration of theories in operations management practice
Authors: Parry Glenn , Mills John , Turner Celine
Published: May 2010

Purpose

This paper aims to develop a methodology for lean implementation that reduces the risk of damaging a company's key resources and abilities through the application of core competence theory.

Design/methodology/approach

Academic literature provided background conceptual understanding of lean and core competence theory for an industrial working party of domain experts from 15 major aerospace companies in the UK to develop a methodology for lean implementation that would not damage firm's competences. The methodology was trailed through cooperative inquiry in a business unit of a leading global aerospace company using a case study approach.

Findings

An accessible definition of core competence that captures academic theory was proposed through an industrial working group. Further a methodology for lean implementation, drawing upon core competence theories was developed. The method comprised four tools: market analysis, the visible value stream, customer value analysis, and financial modelling. Tools drew upon established practice and their joint application is intended to safeguard a company's key resources and capabilities from loss or impact during lean implementations. Application in a single case study company and the effects observed over a number of years indicated the methodology, though developmental, was capable of significant positive effects.

Originality/value

The paper provides a practical definition of core competence and application of theory within a lean implementation, trailed and validated in an industrial setting. Competence theory has previously been described as “lack‐lustre” due to the abstract nature of the ideas.
Site inventory tracking in the project supply chain: problem description and solution proposal in a very large telecom project
Authors: Ala‐Risku Timo , Collin Jari , Holmström Jan , Vuorinen Juha‐Pekka
Published: May 2010

Purpose

This paper aims to describe how performance in the project supply chain can be improved by implementing information technology solutions that track site installation and inventory.

Design/methodology/approach

The case study was initiated after observing unexpected problems and subsequent performance improvement in a very large project delivery. Personnel involved in the project were interviewed and project documentation was analyzed to identify the reasons for initial poor performance and the changes that lead to the observed improvement.

Findings

As the scale and complexity of a delivery project increases the role of accurate and robust tracking of installation work and inventory increases. Alignment between participants breaks down in the absence of reliable inventory tracking with potentially very adverse effects on project delivery operations. Introducing reliable inventory tracking can very quickly re‐align participants and improve overall performance in a telecom delivery project.

Research limitations/implications

The findings are based on a case study, with particular characteristics: large number of dispersed installation sites, modular product, remote sensing. Topics for further research are suggested to assess the relevance of inventory tracking in different contexts.

Practical implications

The case shows how an original equipment manufacturer (OEM) can improve project delivery performance by investing in inventory tracking between inventory drop‐off and installation on the site.

Originality/value

Project delivery has received scarce attention in a supply chain management context. This paper contributes to the body of knowledge by showing how site inventory tracking affects performance and alignment of the whole project supply chain.
Typology of career development for Arab women managers in the United Arab Emirates
Authors: Omair Katlin
Published: May 2010

Purpose

The purpose of this study is to explore how women managers in the United Arab Emirates account for and construct their career development.

Design/methodology/approach

A narrative approach is adopted for analyzing in‐depth interviews with 15 women managers in the United Arab Emirates.

Findings

The study produced a typology distinguishing four types of career development among women managers in the United Arab Emirates: progressive, moderate, facilitated and idealistic. The results suggest that social status and family connections can play a significant role in women's career development.

Originality/value

The value of this paper is two‐fold. First, it contributes to the previously under‐researched topic of the careers of Arab women managers. Second, it emphasizes the importance of societal context when studying women's careers in the Middle East.
Factors that influence first‐career choice of undergraduate engineers in software services companies
Authors: Gokuladas V.K.
Published: May 2010

Purpose

The purpose of this paper is to identify how undergraduate engineering students differ in their perception about software services companies in India based on variables like gender, locations of the college and branches of engineering.

Design/methodology/approach

Data obtained from 560 undergraduate engineering students who had the opportunity to have multiple job offers from four major Indian software services companies through campus recruitment drives were analyzed. Chi‐square test, cross tabulation and multi‐nominal regressions were performed to test hypotheses.

Findings

Decisions of engineering students with respect to their first‐career choice are mostly influenced by intrinsic reasons than extrinsic or interpersonal reasons. While male students are greatly influenced by intrinsic reasons, female students are more influenced by extrinsic reasons. Students belonging to different locations and different branches of engineering have varying reasons for accepting a job offer.

Research limitations/implications

Findings of this paper cannot be generalized as it involves students from only three engineering colleges in south India. A survey involving students from different strata across India would enable scholars to capture more insight into the perceptions of engineering students towards the Indian software services industry.

Practical implications

Knowledge about the perceptions of engineering graduates towards software services companies in India based on gender, location of the college and the branch of engineering to which students belong, can help human resource managers, entrepreneurs in software services industry and career counselors to strategize human resource practices.

Originality/value

Many studies have been conducted to identify what employers expect from engineering graduates whereas there is a dearth of articles that investigate perceptions of engineering students with respect to their first‐career choice. This study conducts this bottom‐up approach wherein different expectations of prospective employees are analysed.
Youth employability training: two experiments
Authors: Brown Travor , Hillier Tara‐Lynn , Warren Amy M.
Published: May 2010

Purpose

This paper aims to assess the effectiveness of verbal self‐guidance (VSG) and self‐management on youth employability. It seeks to access the joint effectiveness of these interventions, grounded in social cognitive and goal setting theories, for youth job seekers.

Design/methodology/approach

The studies used experimental designs involving participants enrolled in an undergraduate business cooperative degree program. Survey data assessing self‐efficacy and anxiety were collected pre and post‐training. Interview performance was also assessed in each study.

Findings

In study 1, it was found that students trained in self‐management and verbal self‐guidance (SMVSG) improved interview performance and reduced anxiety. In study 2, it was found that self‐efficacy and job search effort were higher in the SMVSG group relative to VSG alone.

Research limitations/implications

For study 1, the only measure of employment was a mock interview. For study 2, a limitation was that approximately 25 per cent of participants failed to either complete the post‐training survey or attend the interview.

Practical implications

Overall the studies describe a relatively simple and low cost training intervention, and associated performance measures, that can continue to be used by practitioners and scholars with future groups of youth job seekers.

Originality/value

The paper shows that these studies further support the effectiveness of VSG‐based interventions for employability. The paper also shows the value of augmenting VSG training with self‐management training in the context of youth employability. Furthermore, this research also considered anxiety, a key variable in successful employment that has often been omitted in the literature.
Further scale refinement for emotional labor
Authors: Blau Gary , Fertig Jason , Surges Tatum Donna , Connaughton Stacey , Soo Park Dong , Marshall Catherine
Published: May 2010

Purpose

Within the emotional labor (EL) literature, the paper's aim is to test for additional scale distinctions in surface acting and deep acting, using a “difficult client” referent.

Design/methodology/approach

Working with existing definitions and operationalizations across prior EL studies, an on‐line sample of 1,975 massage therapists and bodywork practitioners (M&Bs) was used to test the hypotheses. Hinkin's recommended three steps for scale development: item development, scale development and scale evaluation were applied. The M&B sample was randomly split to carry out exploratory factor analysis (EFA) and then confirmatory factor analysis (CFA). A smaller validation sample of 203 working adults was also tested using EFA.

Findings

Convergent support was found for EFA between the M&B and validation samples, as well as between EFA and CFA for the M&B sample. Two types of surface acting could be distinguished, basic surface acting (BSA) and challenged surface acting (CSA), while three types of deep acting could be distinguished, basic deep acting (BDA), perspective taking deep acting (PTDA) and positive refocus deep acting (PRDA).

Originality/value

This paper studies a unique sample, massage and body therapists, and the “difficult client” stimulus has not been formally tested in prior EL scale work.
Enterprise strategy
Authors: Steyn Benita , Niemann Lynne
Published: May 2010

Purpose

This paper seeks to explicate the strategic contribution of the corporate communication/ public relations function (PR) to enterprise strategy development at macro‐organisational level with the aim of contributing towards its institutionalisation.

Design/methodology/approach

The approach takes the form of a literature review and conceptual analysis, reflective PR paradigm and corporate social performance approach.

Findings

Enterprise strategy is the suggested mechanism and a relevant strategy process for incorporating societal and stakeholder expectations, values, norms and standards into the organisation's strategy development processes. Enterprise strategy explicates corporate communication/PR's strategic contribution at the macro‐organisational level. Societal expectations, values, standards and norms are expressed through concepts such as CSR, corporate governance, good corporate citizenship, sustainability, and the Triple Bottom Line; manifest through non‐legislative measures such as the Global Sullivan Principles of CSR, the Global Reporting Initiative, the Social Responsibility Investment Index of the JSE, as well as voluntary codes such as the Cadbury Report (UK) and the King Reports I, II and III in South Africa (SA); and are addressed through legislative measures such as the Sarbanes‐Oxley Act (USA) and the Employment Equity/Broad‐based Black Economic Empowerment/Financial Intelligence Centre Acts (SA).

Originality/value

This article addresses the dearth of literature on enterprise strategy and corporate communication/PR's strategic role at top management level by conceptualising enterprise strategy and explicating corporate communication's strategic contribution within its framework – indicating corporate communication's focus to be on the social (People) and environmental (Planet) pillars of the Triple Bottom Line approach, rather than its financial aspects (Profit).
Communicative leadership
Authors: Hamrefors Sven
Published: May 2010

Purpose

The purpose of the research is to describe how communicators may contribute to the external effectiveness of organisations by participating in leadership.

Design/methodology/approach

The research is based on knowledge created in a knowledge network related to the Swedish PR Association. It was conducted between 2003 and 2009.

Findings

The findings indicate that communicators must develop certain knowledge and skills in order to be efficient in contributing to organisational effectiveness. Four areas of knowledge have been identified: communication through processes; communication through structures; communication through social interaction; and communication to and from the environment. Likewise four areas of skills have been identified: system design; mediating; coaching; and influencing.

Originality/value

The paper suggests that there is a need for development of the role of communicators, if the profession is to be represented in leadership. Instead of only working with traditional communication activities the communicator must also take on the responsibility of building the communicative ability of the organisation in order to develop its total communicative effectiveness.
Personalised networks of influence in public relations
Authors: Valentini Chiara
Published: May 2010

Purpose

The purpose of this study is to look into Italian PR practitioners' opinions on whether or not specific social networks, the personalised networks of influence, are perceived to be one of the main strategic resources and the degree of relevance they give to such networks. Personalised networks of influence are also tested with Italian journalists.

Design/methodology/approach

The data of the study were gleaned from a survey on PR practitioners' and journalists' self‐perceptions and perceptions of each other that was conducted in Italy from March to October 2007. The survey was based both on qualitative data collected through personal interviews with senior PR practitioners and journalists and on quantitative data gathered through an online, close‐ended questionnaire. The study is based on the analysis of the survey data on personal influence.

Findings

The findings show no statistical difference between PR practitioners and journalists. PR practitioners and journalists did not perceive the importance of having personalized networks of influence differently with regard to their professional activities, although they valued more significantly having strong professional skills than personalised networks for their career advancement.

Originality/value

The study offers new insights into the personal influence model and the concept of influence and power in relation to public relations practitioners' career advancement and professional activities.
Transforming mass production contact centres using approaches from manufacturing
Authors: Smith Marisa K. , Ball Peter D. , Bititci Umit S. , van der Meer Robert
Published: May 2010

Purpose

The purpose of this paper is to identify theories from manufacturing which can be applied to alleviate current issues within contact centre organisations. As contact centres currently adopt a mass production approach to customer service, this paper aims to examine the key issues currently facing contact centres and investigate how manufacturing has overcome some of its issues with the mass production approach.

Design/methodology/approach

The research employs a qualitative case study approach using a cross section of different types of contact centre to identify the current issues with contact centres. Interview and direct observation are the chosen methods for data collection and the data are analysed using a series of deductive and emergent codes.

Findings

From empirically investigating the issues that contact centres are currently facing it would imply that they have the same issues as manufacturing historically faced. Therefore, it can be concluded that if manufacturing can develop from an industry founded on scientific management principles, then so can the contact centre industry.

Research limitations/implications

The findings of this paper provide a useful starting point to discuss the ability of theories developed in manufacturing to be adapted into the contact centre context. This paper is a starting point for further work into the applicability of manufacturing theories into the contact centre environment and as such it is deliberately discussed at a high level of abstraction.

Practical implications

Many of the techniques employed in contact centres originate from manufacturing's past but little of the research focuses on how contact centres can learn from manufacturing's future therefore this paper has practical implications in identifying which concepts can be transferred from manufacturing to contact centres.

Originality/value

The value of this paper is that it looks to the future of contact centre operations and discusses which techniques can be transferred from manufacturing to alleviate some of the current issues with contact centres.
Managing patient flow using time buffers
Authors: Stratton Roy , Knight Alex
Published: May 2010

Purpose

The purpose of this paper is to determine how and why theory of constraints based time buffer management has contributed to improved patient flow in health and social care applications.

Design/methodology/approach

The focus of the research is on the application and implementation of time buffer management by QFI Consulting. Four UK hospital implementations of the QFI Jonah software and methodology were investigated to establish how buffer management was being applied and why the reported benefits were being achieved. This involved collecting service delivery data together with semi‐structured interviews. To support this evaluation, four control functions of time buffer management have been identified as a basis for evaluation of the application designs and their implementation.

Findings

Case research evidence shows significant and rapid improvement in length of stay (LOS) following implementation of the approach, amounting to a reduction in LOS of over 20 per cent and significantly improved accident and emergency performance. Sustainability issues were evident however and were traced, at least in part, to lack of adherence to one or more of the functional elements of the system.

Research limitations/implications

This case research has considered four applications that represent some of the more successful implementations. This research is, therefore, limited by the range of applications considered and is also limited in its ability to evaluate the sustainability of the implementations in the longer term.

Practical implications

This paper provides clearer theoretical understanding of the improvements experienced by these hospitals, which is critical to expanding the use of traditional manufacturing approaches into complex service environments.

Originality/value

This research has helped conceptualise how time buffer management control functions can be structured to evaluate the design and implementation of novel applications.
Leadership competency for doctors: a framework
Authors: Clark John , Armit Kirsten
Published: May 2010

Purpose

The purpose of this paper is to explore the use of competences in medical education and training and to discuss some existing standards, curricula and competency frameworks used by the medical profession in both the UK and internationally to inform leadership development.

Design/methodology/approach

This research reinforces the message delivered by the medical profession and policy makers in recent years that all doctors should attain management and leadership competences in addition to clinical knowledge and skills to be an effective and safe practitioner. In the UK, this message and research has helped inform the development of a Medical Leadership Competency Framework (MLCF) published by The Academy of Medical Royal Colleges[1] and NHS Institute for Innovation and Improvement[2].

Findings

Widespread acceptance of the MLCF is now resulting in the integration of leadership and management competences into all undergraduate and postgraduate curricula.

Practical implications

Other countries with similar histories of low medical engagement in planning, delivery and transformation of services may also benefit from the research undertaken and the MLCF

Originality/value

The paper shows that the MLCF may well inspire more doctors in the future to seek formal leadership positions.
Establishing an organizational culture to enable quality improvement
Authors: Trerise Barbara
Published: May 2010

Purpose

The aim of this paper is to describe the intentional and sustained strategy of Providence Health Care to build a culture focused on quality, safety and innovation.

Design/methodology/approach

Providence Health Care undertook a number of strategies to build a culture that would enable the organization to live its value of Excellence. Objectives were defined and a framework to achieve those objectives was established. Changes were made to the organizational structure to better support change and improvement. Key leadership and governance structures were established to enable the development of culture, monitor performance, identify improvement priorities, and support teams. These efforts were accompanied by active leadership from the Chief Executive Officer, team and staff development programs and standardization of project management methodologies.

Findings

While the journey is in progress, significant improvements have been accomplished. Examples are provided to demonstrate the depth and breadth of those improvements. The key lessons learned are that culture building requires patience and a comprehensive effort that is sustained over time and changes in administration.

Originality/value

This paper is of value to organizations interested in building a culture that enables and sustains quality improvement and in the case of a health care organization, one that is integrated from the Board to the bedside.
Primary health care facility performance assessment in Armenia
Authors: Harutyunyan Tsovinar , Demirchyan Anahit , Thompson Michael , Petrosyan Varduhi
Published: May 2010

Purpose

The purpose of this study is to focus on the performance of select facilities in Lori and Shirak provinces in Armenia in Spring 2008. This is in response to the deterioration of the primary healthcare sector in Armenia.

Design/methodology/approach

The performance assessment focused on the status of several performance indicators, both current and as recalled for 2006. The interviewer‐administered questionnaire addressed access to care, provider relations with community and clients, environment, management, and primary and secondary prevention at the facilities. For each domain, a summative score that ranged from 0 to 3 was computed and a mean score for each facility derived.

Findings

The project has had significant positive impact on facilities' performance. Access to care scores increased from 2.0 in 2006 to 2.5 in 2008; provider relations with community improved from 1.1 to 1.4; environment scores improved from 1.3 to 1.9, facility management improved from 1.4 to 1.7; and prevention efforts increased from 1.3 to 1.9. The overall mean facility score increased from 1.4 to 1.8. Although the scores for small rural clinics increased, their scores were lower than the scores for other facility types.

Originality/value

In the chronic absence of administrative surveillance data, this paper provides valuable information on the status of primary healthcare services in Armenian provinces. It demonstrates the value of interviewer‐administered performance assessments in obtaining data across project sites when internal monitoring of progress is unavailable.
Communication challenges in implementing health sector decentralisation at district level in Ghana
Authors: Kojo Sakyi E.
Published: May 2010

Purpose

The aim of this paper is to examine how internal communication of reform objectives to health workforces and stakeholders has influenced the implementation of Ghana's health sector decentralisation at district level.

Design/methodology/approach

Data collection involved in‐depth interviews with district public health officials, private health providers, local government officials and health‐related non‐government organisations which had been working in the district for at least two years.

Findings

The study's findings showed that communication (the sharing of information) about reform objectives were centralised among the top hierarchy of the District Health Management Teams; and the process of transferring reform information to district health workforces and stakeholders was through a top‐downward approach. This vertical style of communication resulted in limited information getting through to district health workforces tasked with the implementation. This impacted negatively on reform implementation.

Originality/value

The paper reveals that there is a connection between the level of comprehension of the objectives for decentralisation reform both by the health workforce and stakeholders, particularly the expected new roles they are supposed to play. A lack of effective transfer of information affects commitment and ownership of the decentralisation reform at district level; contributing significantly to the poor implementation of the reform programme.
The development of regulation of acute hospitals in England: leadership challenges
Authors: Snelling Iain
Published: May 2010

Purpose

The purpose of this paper is to identify some of the issues that will shape the future of regulation in England, with a focus on acute hospitals.

Design/methodology/approach

This is a discussion paper identifying recent policy developments, with a commentary drawing on theory and evidence.

Findings

From April 2010, there will be a new system for the regulation of health care and adult social care in England. The new system is a significant development. The Care Quality Commission, the new regulator, has had to create a new organisation from three predecessors, and will be implementing new systems for registering providers and monitoring compliance against new regulations. With an election only months away, the levels of public and political scrutiny are high. The development of the new system should be informed by a research and evaluation agenda. Leaders in both the regulator and the regulated organisations will need to develop their own processes of enquiry to support the development of the new system.

Originality/value

There is no attempt at originality but the paper provides information of value to those involved with health and social care in the UK.
ORIGINAL ARTICLE: Association between 25‐hydroxyvitamin D, somatic muscle weakness and falls risk in end‐stage renal failure
Authors: Boudville N , Inderjeeth C , Elder GJ , Glendenning P
Published: May 2010

Objective  Suboptimal levels of 25‐hydroxyvitamin D (25OHD) are common in haemodialysis patients (Chronic Kidney disease‐5D: CKD‐5D) and may be associated with reduced muscle strength and increased falls risk. We tested the hypothesis that 25OHD levels may be independently associated with falls risk in CKD‐5D.

Background  Supplementation with calcium and cholecalciferol reduces hip and other nonvertebral fractures in elderly individuals, and this effect may in part be attributable to reduction in falls frequency. The relationship between 25OHD and falls risk has not been investigated in CKD‐5D.

Design and Patients  This is a cross‐sectional study of 25 CKD‐5D patients with predialysis 25OHD, 1,25‐dihydroxyvitamin D (1,25(OH)2D) and intact parathyroid hormone (iPTH) measurement. Falls risk was assessed by quadriceps muscle strength, FallsScreen© test (FST), Berg Balance Scale (BBS), timed ‘up and go’ (TUG) test, Modified Barthel Index (MBI) and Falls Efficacy Scale (FES).

Results  Mean age was 69·8 ± 12·1 years, and median time on dialysis was 3·1 years. Median 25OHD level was 55·3 nmol/l (range 20·8–125·8 nmol/l). Muscle strength was significantly positively correlated with 25OHD (P = 0·024) but not with 1,25(OH)2D (P = 0·477) or PTH (P = 0·461). Statistically significant correlation between 25OHD levels and FST (P = 0·028) plus MBI (P = 0·0046) was noted. No significant correlation was detected between falls risk and 1,25(OH)2D or PTH.

Conclusions  Suboptimal levels of 25OHD in CKD‐5D are associated with reduced quadriceps muscle strength and increased falls risk. 25OHD may be more important than the active renal metabolite 1,25(OH)2D for muscle strength with implications for vitamin D choice and goals of supplementation. Further investigation is required to examine effectiveness of calciferol supplementation on the incidence of falls in CKD‐5D.