bluuebunny/crossref_metadata_2025 huggingface dataset:
Hospitality in hospitals?
Authors: Severt Denver , Aiello Taryn , Elswick Shannon , Cyr Cheryl
Published: September 2008

Purpose

The purpose of this paper is to explore an organization‐wide philosophy of hospitality in a hospital setting.

Design/methodology/approach

An exploratory case study method approach matched the research purpose. First, a hospitality centric philosophy (HCP) was defined from the literature review. Next, a triangulation of unstructured visits, structured visits and key informant interviews is used to further explore a HCP in one organization. After this, the hospitality centric programs (HCPr) supporting the HCP are defined, identified, described and classified.

Findings

A fairly distinct HCP viewed as a method for enhancing service excellence was in place and supported by top management. The hospital aimed to offer hospitality to patients on par with the hospitality experience offered to hotel guests. A department of hospitality services, a service excellence council, a director of service excellence, and an external hospitality advisory board were in place and met regularly. Further, many formalized HCPr had been created for the execution of the HCP.

Practical implications

The researchers believe that an effectively managed HCP can be modified by culture to enhance the service excellence of the patient/guest experience in hospitals and in the hospitality industry. For hospitals, further enhancements can be realized through developing and executing hospitality centric goals aligned with the performance metrics beyond traditional competition boundaries, such as a hospital seeking to deliver a service experience on par with a hotel. For more traditionally defined hospitality businesses, the extreme context of a hospital where the importance of hospitality is magnified due to treating and caring for sick guests offers a different frame of reference for learning. This new frame of reference can lead to more cutting edge ideas for refining and customizing the service design and delivery. For both hospitals and hospitality businesses, putting in place an HCP with the appropriate organizational support through HCPr allows for more precise information and thus improved service outcomes.

Originality/value

An HCP is defined and acknowledged as a distinct organization‐wide philosophy for enhancing service excellence that is applicable across industries. An HCP is demystified through investigating hospitality centric goals, identifying organizational support teams that solely consider HCP, and through further specifying examples of HCPr for activating the HCP. Finally, the study suggests hospitality centric service excellence (HCSE) as a higher distinction of service excellence outcome that is more likely to be achieved through a HCP.
Golf and club entry level management competencies
Authors: Fjelstul Jill , Tesone Dana V.
Published: September 2008

Purpose

The purpose of this study is to determine competency expectations for entry level supervisory employees in the golf and club management industry.

Design/methodology/approach

The study was conducted with members of a Chapter of the Club Managers Association of America. A 20‐question survey was developed for the study to identify desired competencies to be acquired by the next generation golf and club management professional. The survey was distributed electronically.

Findings

Competencies identified for entry level golf and club management positions were similar to those required for current effectiveness of club managers already in practice and comparable to the more recognized hospitality industries of restaurants and hotels. The findings also demonstrate the overall impressions of practitioners concerning levels of preparation for entry level positions in the industry.

Practical implications

The paper presents conclusions and suggestions for collaborative initiatives aimed at improving the preparation of individuals for successful entry into hospitality and tourism industry employment.

Originality/value

The golf and club management industry is challenged by an insufficient number of qualified applicants for management vacancies. The research offers new approaches to recruitment and development of entry level managerial candidates.
WACC as the touchstone performance indicator
Authors: Jung Hyung‐Il
Published: September 2008

Purpose

The purpose of this paper is to propose a simple framework to help practitioners to analyze and evaluate their performance more accurately and easily from the perspective of value adding concept.

Design/methodology/approach

The proposed framework separates management and operations into two different functions in the flows of capital investment and return. This paper suggests the application of the concept of Du Pont ratio (disaggregation of return on asset) for operators to address their true value driver along with the use of the weighted average cost of capital (WACC) as the benchmark for performance.

Findings

The paper stretches the concept of economic value added into two different tiers of a business organization – operations and top management. This framework can be institutionalized to evaluate operations and management more effectively from two different business dimensions – ROS and asset turnover. Industry practitioners can adopt the concept and develop it further accommodating their unique business situations. Multi‐unit operators can put the performance records of individual units this way for further analysis and improvement. At the same time, the entire company's performance can be put into two different dimensions for more effective analysis – operations and top management.

Research limitations/implications

As a conceptual paper that proposes a framework, this paper does not provide empirical data analysis. However, the framework is designed using a set of simple financial ratios that are commonly used in the industry.

Practical implications

As a generic framework, all segments of the hospitality industry can adopt this approach to evaluate their performance. The range of application can cover from individual units to an entire corporation.

Originality/value

This paper suggests specific application of financial ratios to separately evaluate the performance of operations and top management by proposing the use of WACC as a benchmark.
Investigating the “new product acceptance function” in Greek enterprises
Authors: Salamoura Maria , Angelis Vasilis , Kehagias John , Lymperopoulos Constantine
Published: September 2008

Purpose

The purpose of this paper is to provide insights into the relationship between quality and accessibility, as selective influencing parameters of new product acceptance for Greek, fast moving, and consumer products.

Design/methodology/approach

The data for this study come from a mail questionnaire sent to 680 executives operating in Greek enterprises, by using a combination of sampling criteria (advertising budget, turnover). Non‐parametric tests (Wilcoxon, Spearman, Kruskal‐Wallis and Pearson χ2) were used, together with descriptive measures to test the hypotheses.

Findings

The results indicate that quality (usage/support) is a more important factor than Accessibility (economic/physical) in the formation of a “new product acceptance function”. Furthermore, usage quality is more important than support quality, while economic accessibility is more important than physical accessibility.

Research limitations/implications

The research limitations refer to the fact that the justification of the hypotheses in connection with the executive‐based approach followed has not been found to have any precedents. In addition, a multi, rather than single, source identification process was used for the new product acceptance factors.

Practical implications

For marketers, research of the conceptualization of the “acceptance function” acts as a basis for building a new products' marketing plan focused on the consumer, in a way which reflects the company characteristics, as well as the particular market conditions.

Originality/value

This paper is exploring new ground in that it isolates and examines the substitution between quality and accessibility as selective influencing parameters of acceptance for new fast moving consumer goods in Greece.
Effects of e‐government on service design as perceived by employees
Authors: Åkesson Maria , Edvardsson Bo
Published: September 2008

Purpose

The purpose of this paper is to describe and analyse the effects of e‐government on service design as perceived by employees.

Design/methodology/approach

The study uses semi‐structured interviews with middle managers and front‐line employees, complemented by documentary analysis, to investigate how the introduction of e‐government has affected service design in two Swedish public‐sector organisations.

Findings

The analysis reveals five dimensions of change in the design of services as a result of the introduction of e‐government: service encounter and service process; customers as co‐creators and sole producers of services; efficiency; increased complexity; and integration. The study discusses the significance of these findings with particular examples from transcriptions of the interviews.

Research limitations/implications

This study is rather limited and exploratory in nature; however, it does provide useful information on the categories of change in the redesign of services for e‐government and it does point the way to important avenues of future research in this field.

Practical implications

Four practical implications flow from the present research: managers should involve both employees and customers in projects and processes during the introduction of e‐government services; the services must be redesigned to ensure that the benefits of the information and communication technologies systems are fully realised; the introduction of e‐government might require more time being made available to assist certain customers who are in need of extra time and support from employees; and the time that is saved as a result of the introduction of e‐government must be profitably utilized by careful advance planning.

Originality/value

The study makes an original contribution by identifying five categories of change in the design of services in the context of the introduction of e‐government.
Antecedents and consequences of relationship quality in athletic services
Authors: Athanasopoulou Pinelopi
Published: September 2008

Purpose

The purpose of this paper is to conceptualise relationship quality (RQ) and determine its antecedents and consequences in athletic services.

Design/methodology/approach

One in‐depth case study is carried out in a big fitness centre and involves ten personal interviews with various employees and observation.

Findings

RQ is perceived through the behaviour of both provider and customer and the quality of their interaction. RQ antecedents include the personality and skills of employees and customers; the servicescape; the quality of the offer; permanent staff; the relational orientation and reputation of the provider; the power of entertainment, and relationship duration. Finally, RQ effects include the creation of enduring customers; psychologic benefits for customers; employee satisfaction; customer retention and profitability; new service ideas; relationship exploitation, and the personal success and reputation of instructors.

Research limitations/implications

New variables emerge for analysing the quality of service‐based buyer‐seller relationships. Also, RQ is linked to the everyday behaviour of both parties and not the feelings that they develop such as trust, commitment and satisfaction as previous research demonstrates. However, results are based on one case study. Future research should expand the number of cases; test results empirically and validate them in other types of relationships or services; do dyad (provider and customer) studies, and analyse the factors that influence RQ at different relationship development stages.

Practical implications

The results of this study offer guidance to athletic services firms on how to increase RQ by selecting and training employees; informing, researching and training customers; the management of the servicescape; the adoption of flexible services; the development of loyal customers; the use of customer ideas, and the enhancement of employee satisfaction.

Originality/value

A guide to developing quality relationships in athletic services is provided to fitness centres. New concepts emerge for the management of service‐based buyer‐seller relationships.
Earthquake impact mitigation in poor urban areas
Authors: Iuchi Kanako , Esnard Ann‐Margaret
Published: September 2008

Purpose

The purpose of this paper is to show that the Philippines is often described as the melting pot of natural disasters (typhoons, floods and torrential rains). As part of the Pacific ring of fire, the Philippines is also prone to earthquakes and volcanic eruptions. In the current disaster management scheme, the poor are likely to be put last. Conventional risk reduction mitigation methods (such as land use and building codes) are failing. A paradigm shift is needed – one that enables poor communities to maximize their limited resources and contribute to risk reduction.

Design/methodology/approach

Interviews and field investigations were conducted between 2001 and 2006 in three case study neighborhoods in Metro Manila to understand the risk components that exist and the resources (or lack of) for dealing with them.

Findings

Field surveys highlighted three major risk components: liquefied petroleum gas (LPG), illegal electrical connections, and residential buildings. Mitigation efforts need to be implemented by: developing hybrid community organizations; minimizing direct physical damage; developing neighborhood cooperatives through microfinance schemes; and developing an in‐kind community insurance system.

Originality/value

While this research focused on earthquake impact mitigation, the inquiry and findings with respect to the urban poor in high risk areas, have applicability to other localities in the developing world. Furthermore, Manila's situation is not unique. Disaster threats, rapid substandard urban development, growth in the number of the poor, and degradation of social capital, are phenomena present in other parts of the developing world. In such settings, traditional mitigation approaches are difficult to carry out effectively as well.
Satellite data potential for landslide studies in tropical regions
Authors: Jeber Faisal , Omar Husaini , Mansor Shattri , Ahmad Noordin , Mahmud Mahdzir
Published: September 2008

Purpose

The purpose of this paper is to show that satellite data applicability for landslides studies is given concentration in tropical regions, which have two limitations; regular cloud cover and thick vegetation.

Design/methodology/approach

Landslide studies have three categories: mapping, zonation, and monitoring. High spatial resolution images are convenient for mapping. Since the slope and slope materials are the dominant parameters for slide potential, a high resolution DEM produced from the above data with classification of multispectral data will be vital for zonation. Weather‐free and penetration are advantages that make radar images essential for monitoring.

Findings

A composition of satellite data with support of aerial photography, with its high spatial resolution, will give an excellent spatial database for these studies.

Originality/value

Satellite remote sensing data are applicable for landslides studies in non‐accessible mountainous tropical regions.
Nainital: a landslide town of Uttarakhand (India)
Authors: Pande Ravindra K. , Pande Neeta
Published: September 2008

Purpose

The purpose of this paper is to show that Uttaranchal is a hilly State, recently constituted in the Himalayan region. Over 80 percent of Uttaranchal state is prone to slope instability because of weak and highly folded and fractured rocks, steep slopes, high seismicity and unfavorable hydro‐geological conditions. In addition to this, unsystematic development construction activities contribute to the problem. Newly formed Uttaranchal state is in the process of development, required to expand the existing infrastructure.

Design/methodology/approach

The paper gives a full description: Bending of rock beds, their disjointing, disruption and drag‐folding are characteristic features of a creeping mass. Tilted trees and poles are indicative of creep movement as seen on a number of hillslopes in and around Nainital town. The curvature of the tree trunks bears record to the rate of creep during the period of growth of the tree. It hardly needs stating that the rate of creep movement is quicker during the rainy season, and there may be long periods stretching over years when no movement at all takes place. The temporal span of this phenomenon stretches over thousands of years. The rate is accelerated by clear‐felling in forests and by construction on steeper slopes. The depth of the creep movement is variable, and depends largely on the nature and degree of weathering of rocks, the sub‐surface structure and amount of water present within.

Findings

It was found that, to meet the requirement, construction activities are in full pace, which have given rise to the new landslide problems or have aggravated the existing slope instability problems. In order to keep the landslide problems to a minimum, systematic studies are required on every aspect of the slope instability problems.

Practical implications

On the basis of slope instability evidence, past occurrence of landslides, deformation of civil structures and geological conditions, three zones have been identified – safe, moderately safe, and very unsafe.

Originality/value

The paper describes the natural problems with which Uttaranchal is faced and proposes systematic studies which are required to deal with every aspect of the outstanding problems of slope instability.
Use of traditional knowledge in emergency management for tsunami hazard
Authors: Becker Julia , Johnston David , Lazrus Heather , Crawford George , Nelson Dave
Published: September 2008

Purpose

The purpose of this paper is to explore a case study in Washington State, USA where traditional stories (“oral tradition”) are being used in a contemporary context. Traditional knowledge is a system of experiential knowledge acquired through the continual observation of and interaction with the environment. This form of knowledge is still held by many societies and can provide an important contribution in emergency management for natural hazards. Those holding traditional knowledge can assist in understanding the nature of local hazards, suggest appropriate risk reduction and response mechanisms, and even give options for recovery based on past experiences.

Design/methodology/approach

The paper first discusses the nature of traditional knowledge and how it can contribute to emergency management. It then goes on to investigate a particular case study where a traditional Native American story has been combined with contemporary methods of hazard mitigation to create an educational video for tsunami hazard.

Findings

Traditional knowledge can be used effectively to undertake hazard education and enhance response to warnings. The video, titled “Run to Higher Ground!”, is an example of this, and has been readily taken up by indigenous communities and the general population (both in the USA and internationally) as an educational tool.

Originality/value

The paper will be of value to those working within the emergency management sector, and is particularly useful for communities who need to respond to warnings.
Knowledge, attitude and practice of disaster preparedness and mitigation among medical students
Authors: Sinha Abhinav , Pal D.K. , Kasar P.K. , Tiwari R. , Sharma A.
Published: September 2008

Purpose

The purpose of this paper is to assess the present level of knowledge about disaster preparedness and mitigation among undergraduate medical students. Rarely a week goes by when a major disaster is not reported in the media – a disaster that results in death and destruction. There is a general reluctance among the people to accept that tragedy can appear any time in the form of a disaster. Unfortunately, disasters are seen more in context of emergency responses than pre‐planning or preparedness measures. Continuous preparedness saves lives, lessens personal suffering and loss and reduces the destruction of property and economic losses. Emergency medical assistance is the most important and immediate post‐disaster need, second only to search and rescue operations. Hence, knowledge about disaster preparedness and mitigation is essential for medical students.

Design/methodology/approach

A total of 375 undergraduate medical students who volunteered for participation were included in the study. A pre‐tested and pre‐designed, structured questionnaire was administered for assessing the current level of knowledge, attitude and practice about disaster preparedness and mitigation. The percentage marks were analyzed and compared for statistically significant difference.

Findings

The mean score was 8.77 percent, which was slightly higher in females and was maximum in age group 26‐30 years. There was little variation according to the year (professional) of the MBBS course.

Originality/value

The paper shows that undergraduate medical students have little knowledge about disasters and disaster preparedness.
On probability in risk analysis of natural disasters
Authors: Emblemsvåg Jan
Published: September 2008

Purpose

The purpose of this paper is to show how the common practice of applying the frequency interpretation of probability in risk analysis of so‐called low‐probability and high‐consequence disasters can prove to be flawed, and to present a possible remedy.

Design/methodology/approach

The common practice is reviewed by using the Åknes case from Norway where an up to 100 million m3 rock slide is threatening one of Norway's most visited tourist sites, Geiranger. The same case is also reworked using the alternative approach and then a comparison is made. The study is therefore a comparative study.

Findings

The paper clearly shows the fallacy of using the frequency interpretation of probability in cases where the data are limited because the natural disasters under study appear very rarely. By exploiting the fact that responsible decision‐makers in public offices cannot claim that human losses today are worse than human losses tomorrow (human lives cannot be discounted, as it were), the alternative approach provides much more realistic decision‐support.

Practical implications

The paper presents a new approach to analyzing the risk of low probability, high impact natural disasters that can be readily applied in other low probability, high consequence cases.

Originality/value

As far as is known, the paper presents an original contribution to the analysis of risk of low probability, high consequence natural disasters in that it is shown that the commonly used frequency interpretation of probability can prove to be flawed in such cases. An alternative approach is provided.
Disaster mythology: looting in New Orleans
Authors: Constable Mark
Published: September 2008

Purpose

The purpose of this paper is to examine the many reports of looting during the response operation in New Orleans following Hurricane Katrina in 2005 and assess these reports against literature which suggests that looting during natural disasters is a myth.

Design/methodology/approach

Media reports of looting from the days following Hurricane Katrina's landfall in New Orleans are compared with previously published evidence of disaster mythology. Questions are raised regarding the legitimacy of these reports and the role of such reports is assessed along with the role that media agencies play in disaster planning and response.

Findings

Media reports of looting in New Orleans appear to be mainly repeated second‐hand accounts. It is likely that there was in fact no looting in the traditional sense. The paper suggests what really happened in terms of theft and poses potential reasons as to the cause thereof. A clear definition of looting is suggested for emergency managers to use in order to separate acts of survival from pure criminal acts.

Originality/value

The paper highlights the dangers for emergency managers in believing common disaster myths. It is a timely reminder of the existence disaster mythology against a recent disaster in a developed country.
Culture of preparedness: household disaster preparedness
Authors: Kapucu Naim
Published: September 2008

Purpose

This paper aims to examine household preparedness in response to disasters and the role of non‐profit organizations in the public's preparedness.

Design/methodology/approach

The study uses the context of hurricane preparedness of Central Florida residents, using the mail survey method as a data collection tool.

Findings

The findings of the study emphasize the importance of household and individual preparedness in response to natural disasters, specifically to hurricanes. If individuals are not ready, then nobody is ready. The paper finds that households, even with significant experience of disasters, can be complacent in response to disasters.

Originality/value

The paper focuses on household preparedness and emphasizes that the emergency management community needs to make a significant effort in training households.
A theory‐based proposal to evaluate patient‐centred communication in medical consultations
Authors: Del Piccolo Lidia , Angela Mazzi Maria , Scardoni Silvia , Gobbi Martina , Zimmermann Christa
Published: September 2008

Purpose

The prupose of this paper is to present the development of the Verona Patient‐Centred Communication Evaluation (VR‐COPE) scale, together with its psychometric properties. The nine item rating scale assesses the content and relational aspects of patient‐centred communication during medical consultations on the basis of a multidimensional evaluation as suggested by the more recent literature in the field. Each item is defined by operational definitions.

Design/methodology/approach

A sample of 246 transcribed primary care consultations was rated with the VR‐COPE. Explorative factor analysis, Pearson correlation coefficients and internal consistency using Cronbach's alpha were calculated. Convergent validity with the Verona Medical Interview Classification System (VR‐MICS) was also tested. A sub sample of 32 consultations was used to assess inter‐rater reliability.

Findings

Interrater reliability and internal consistency were good (overall Cronbach alpha=0.75). Four factors (explaining 74 per cent of the variance) were extracted by exploratory factor analysis. Six items of the VR‐COPE correlated significantly with specific communication skills evidenced by the VR‐MICS and pertained to the physician's ability to explore medical or psychosocial issues. The VR‐COPE items on interview structure and shared decision, more related to process than to specific skills, had no equivalent in the VR‐MICS.

Originality/value

The new rating scale responds to the need in communication research for a multidimensional scale that combines the evaluation of specific skills and process aspects.
Patient anxiety in the medical encounter
Authors: Bensing J.M. , Verheul W. , van Dulmen A.M.
Published: September 2008

Purpose

Many patients feel anxious when entering the consultation room, but seldom verbalize their emotions explicitly in the medical encounter. The authors designed a study to analyse the visibility of patient pre‐consultation (state) anxiety in their communication during the consultation. In an attempt to learn more about how general practitioners' (GPs') communication can help patients to express their worries, the paper also aims to explore the relationship between physicians' communication and patients' articulation of concerns and worries during the consultation.

Design/methodology/approach

From a representative sample of videotaped consecutive consultations of 142 Dutch GPs with 2,095 adult patients, 1,388 patients (66.3 per cent) completed the pre‐consultation questionnaire, including state anxiety (STAI), subjective health (COOP‐WONCA‐charts) and the reason for encounter (ICPC). GPs assessed the psychosocial background of patients' presented problems on a five‐point Likert scale. The videotaped consultations were coded with RIAS, including global affect measures. GPs' patient‐directed gaze was measured as a time‐measure.

Findings

The results show that, on average, the patients had slightly elevated anxiety levels and one‐third of the patients were highly anxious. As expected, the anxious patients seldom expressed emotional concerns directly, but did show a nonverbal and verbal communication pattern which was distinctively different from that of non‐anxious patients. Whether or not patients expressed concerns verbally was significantly related to GPs' affective communication and partnership building. Nonverbal communication seemed to play a dominant role both in sending and receiving emotional signals

Practical implications

In more than half of the consultations worries were not openly expressed, even by patients with high levels of anxiety. Patients tended to express their concerns in a more indirect way, partly by verbal, partly by nonverbal signals. GPs can facilitate patients to express their concerns more openly, not by direct questioning, but by showing verbal and nonverbal affect to the patient.

Originality/value

Focuses on the important role of verbal and nonverbal affect in physicians' communication.
Communication style in primary health care in Europe
Authors: van den Brink‐Muinen Atie , Maaroos Heidi‐Ingrid , Tähepõld Heli
Published: September 2008

Purpose

This paper aims to investigate doctor‐patient communication in consultations of newly qualified general practitioners (GPs) in a newly reorganised health care system and differences in consultation characteristics and communication patterns between new European Union (EU)‐countries (Estonia, Poland and Romania) and the old West‐European EU‐countries.

Design/methodology/approach

Observation of videotaped doctor‐patient consultations by means of Roter's Interactional Analysis System; GP, patient and observer questionnaires. Data were collected from 92 GPs and 1,376 patients in Estonia, Poland and Romania and compared with known data from old EU countries. Main outcome measures were verbal and nonverbal communication of GPs and patients, as well as consultation characteristics.

Findings

Differences were found in the communication patterns of the new EU‐countries Estonia, Poland and Romania compared to the old EU‐countries. For instance, the verbal contribution of the GPs in the new EU‐countries was greater than in the old EU‐countries. Differences were also found between the three new EU‐countries. In Romania there was more psychosocial talk than in the two other new EU‐countries, whereas in Poland and Estonia there was more biomedical talk. The Estonian communication was more affective, the Polish and Romanian more instrumental. In general, the differences were not found to be related to a “new‐old” or “east‐west” distinction. Clearly, cultural norms and values play an important role in doctor‐patient communication.

Research limitations/implications

The sampling method differed somewhat from one country to another.

Practical implications

With the integration of Europe in progress, cross‐cultural aspects should be addressed when doctors are being trained in communication skills in their undergraduate and postgraduate education.

Originality/value

This is the first study to investigate doctor‐patient communication in newly reorganised health care systems and differences in doctor‐patient communication between new and old EU‐countries.
Nonverbal sensitivity: consequences for learning and satisfaction in genetic counseling
Authors: Roter D.L. , Erby L.H. , Hall J.A. , Larson S. , Ellington L. , Dudley W.
Published: September 2008

Purpose

This study aims to explore the role of interactants' nonverbal sensitivity, anxiety and sociodemographic characteristics in learning and satisfaction within the genetic counseling context.

Design/methodology/approach

This is a combined simulation and analogue study. Simulations were videotaped with 152 prenatal and cancer genetic counselors and nine simulated clients. The videotapes were shown to 559 subjects recruited to act as analogue clients (ACs) with the instruction to imagine themselves as the client in the simulation. The profile of nonverbal sensitivity (PONS), a video and audio test of accuracy in the interpretation of nonverbal cues, was administered to both the genetic counselors and ACs. In addition, the ACs completed a literacy screen and post session measures of learning and session satisfaction.

Findings

The study finds that ACs' post‐session knowledge score was positively associated with both their own and the counselors' audio PONS scores. Also related to knowledge were clients' literacy, younger age and non‐minority ethnicity. Ratings of session satisfaction were inversely related to ACs' and counselors' video PONS scores and ACs' literacy and anxiety.

Research limitations/implications

While based on the performance of a large number of practicing genetic counselors, simulated and analogue clients are used to explore study questions.

Practical implications

The nonverbal sensitivity of both providers and ACs plays a role in medical communication and its cognitive and affective consequences. These findings warrant greater attention to nonverbal dynamics in future research and interventions.

Originality/value

No similar studies have investigated the role of nonverbal sensitivity in predicting learning and satisfaction for users of health care services.
Interruption and patient satisfaction in resident‐patient consultations
Authors: Li Han Z. , Zhang Zhi , Yum Young‐Ok , Lundgren Juanita , Pahal Jasrit S.
Published: September 2008

Purpose

The purpose of this paper is to examine interruption patterns between residents and patients as well as the correlations between three categories of interruptions and patient satisfaction.

Design/methodology/approach

A total of 40 resident/patient consultations in a Canadian clinic were audiotaped, transcribed and analyzed for intrusive, cooperative and unsuccessful interruptions.

Findings

Residents made significantly more interruptions than patients, especially in the categories of intrusive interruptions. These findings provide support for situated identity theory. High correlations were found between residents and patients on all three categories of interruptions, providing unequivocal support for communication accommodation theory. Patient satisfaction was negatively correlated with residents' intrusive interruptions and positively correlated with residents' cooperative interruptions. Patient satisfaction was higher among patients those who inserted more cooperative interruptions; to increase patient satisfaction, it is necessary to raise patient participation in the medical consultation. In comparison with healthier patients, sicker patients were interrupted more frequently and were less satisfied with the way they were treated.

Originality/value

The negative correlations between residents' intrusive interruption and patient satisfaction, as well as the positive correlation between patient satisfaction and residents' cooperative interruption provides evidence that patients' perception of the medical consultation is shaped by the nature of interruptions.
Managers' belief in employees' job and psychological readiness and employees' participation in decision making
Authors: Aboyassin Naser A.
Published: September 2008

Purpose

The purpose of this paper is to explore the perceptions of US and Jordanian managers about trust and belief in employees' job and psychological readiness, as well as their perception of the participation of employees in decision making.

Design/methodology/approach

A comparative research methodology was utilized to compare the attitudes of 129 Jordanian managers and 103 American managers obtained through a survey questionnaire. A one‐way (multivariate analysis of variance) was conducted.

Findings

The results indicate that while there are significant differences between US and Jordanian managers on levels of belief in employees' job and psychological readiness and sharing information, managers from both countries display similar perceptions toward employees' participation in decision making.

Originality/value

This study contributes to the body of knowledge in the field of management; it may be of potential value of management practices cross‐culturally. It examines fundamental managerial issues such as trust and participation between superiors and subordinates. This study attempts to fill gaps in the literature and to extend the existing research on Arabian management styles.
Factors enhancing the intentions of employees toward customer‐oriented behaviors
Authors: Lin Wen‐Bao
Published: September 2008

Purpose

The purpose of this paper is to analyze integrally the effect of factors, such as management behavior, organizational climate, and self‐efficacy, on shaping the customer‐oriented behavior of employees, and verify the assumptions based on the linear multivariate statistical analysis and non‐linear fuzzy neural network model.

Design/methodology/approach

The top‐five life insurance companies (based on the percentage of market share) in Taiwan were selected as the population, to verify the assumptions based on the linear multivariate statistical analysis and non‐linear fuzzy neural network model.

Findings

The results showed that managers who emphasize self‐efficacy are more inclined to customer‐oriented behavior under intrinsic motivation than extrinsic motivation, and both the self‐efficacy and organizational climate have positive and significant effects on the customer‐oriented behavior of employees.

Research limitations/implications

The empirical data relevant to the self‐efficacy and organizational climate of this study are acquired transversely and may not actually reflect the experience and perception of interviewees. The results of this empirical study are inferred from questionnaires returned by the sales managers of five life insurance companies. Since the representativeness of the samples is inadequate, the generality, expandability, and persuasiveness of the result need to be enhanced.

Practical implications

This study confirms that internal marketing must be executed successfully to ensure satisfactory performance of external marketing, and the creation of good organizational climate is especially important.

Originality/value

The empirical analysis in this paper reveals that obedience, interpersonal relationships, comity, patience, and being contented are all aspects of value orientation. This paper offers practical help to managers to provide subordinate professional training.
Dialogue with Mexican maquiladora workers: why do they leave and why do they stay?
Authors: Najera Melissa
Published: September 2008

Purpose

The purpose of this paper is to report the results of a study in which lower‐level workers employed in maquiladoras were interviewed in an effort to discover what is important to them and how it impacts turnover.

Design/methodology/approach

A qualitative field study was conducted in uncovering maquiladora workers' “intention to stay” at a particular maquiladora plant. Semi‐structured interviews with open‐ended questions were used in gathering responses from lower‐level maquiladora workers. Content analysis and one‐way ANOVAs were used to discover statistical significance.

Findings

Utilizing content analysis and one‐way ANOVAs, the findings indicate this particular level of workers are likely to stay due to work‐related categories: appreciation, bonuses, co‐workers, job, promotion and social events.

Research limitations/implications

Maquiladora sample was limited to a particular region of the Mexican border.

Practical implications

For maquiladora management focused on increasing retention rates, this paper offers suggestions that may be considered in developing adequate retention practices for this level of maquiladora workers.

Originality/value

The most significant feature of this study was the actual conversations with the workers themselves. Their feelings, opinions, and beliefs regarding their intentions to stay in maquiladoras will be of immense value to managers.
Strategic development of network clusters
Authors: Niu Kuei‐Hsien , Miles Grant , Lee Chung‐Shing
Published: September 2008

Purpose

The purpose of this study is to use current literature in conjunction with the insights from a detailed analysis of current practice to clarify and extend the knowledge of networks of clusters.

Design/methodology/approach

This research is an exploratory study of cluster formation and global competitiveness. By applying cluster and network theory, this study examines critical elements of high‐technology networks and clusters. A case study of two clusters in Taiwan and two in China reveals both intra‐ and inter‐cluster network relationships.

Findings

This research concludes that networks of clusters do exist and they carry potential advantages for both firms' and clusters' competitive advantage and innovation. Close network relationships and interdependences of industrial clusters have contributed significantly to the competitiveness of high‐technology clusters in the Asia‐Pacific region.

Research limitations/implications

Further research is needed to determine what conditions best promote inter‐cluster networks and when such networks are likely to generate the most value.

Practical implications

First, the relationship among firms in an industrial cluster may be viewed as not only extended supply chains but also as more complex network forms. Firms in a cluster may work together to co‐evolve for the purpose of enhancing competitiveness. This process is worthy of further attention from managers looking to more rapidly develop the competitiveness of their firms. Second, the industrial clusters offer a relatively favorable environment that allows the participating firms to more easily pool the resources, investments, and synergies necessary for them to become competitive in the global arena. Third, to the extent that specialization may increase comparative advantage, an industrial cluster can concentrate firms and industries in a region dedicated to a particular product or competence. Finally, once a cluster successfully pools the resources and develops the core products and competences, the phenomena of networks of clusters is likely to emerge for participating parties to share complementarities across both national and geographical boundaries.

Originality/value

Most studies on high‐technology clusters are focused on intra‐cluster interaction. This study broadens the scope of analysis to explore the inter‐cluster network structure that enhances global competitiveness of both firms and clusters in an effective and efficient manner. This study offers initial empirical evidences and a number of important insights to assist managers and policy makers in enhancing global competitive advantage.
A global tolerance index
Authors: Das Jayoti , DiRienzo Cassandra , Tiemann Thomas
Published: September 2008

Purpose

The aim of this paper is to create a country‐level measure of tolerance and to test the relationships between this measure of country‐level tolerance and percentage of talented workers, economic development, and competitiveness.

Design/methodology/approach

A country‐level measure of tolerance for 62 countries is created using responses from the World Values Survey. In particular, four survey responses which closely mirror the traditional definitions of tolerance are considered in the creation of the index. To test the relationships between country‐level tolerance and percentage of talented workers, economic development, and competitiveness, a series of hypotheses tests are conducted using the Spearman and Pearson correlation coefficients.

Findings

The results suggest that more tolerant countries tend to attract more net migrants, have a greater concentration of talented workers, higher levels of economic development, and are more competitive.

Research limitations/implications

While, the results of this analysis suggest that tolerance is an important factor for economic prosperity, it should be noted that tolerance alone cannot foster development. Many other factors have a significant effect on economic prosperity and while tolerance is found to be a significant factor, a more tolerant environment alone will not create economic gains.

Practical implications

Global companies needing to attract talented workers should develop policies and work environments which encourage acceptance and tolerance for differences.

Originality/value

This paper provides a measure of country‐level tolerance for 62 countries and establishes the value of tolerance in regard to economic prosperity. This study has value to researchers studying tolerance at the country‐level and to managers of global companies.
Genuine medicine?
Authors: Wyld David C.
Published: September 2008

Purpose

This paper seeks to investigate the fast‐growing problem of counterfeit prescription drugs and the steps being taken by both the private and public sectors to counteract it.

Design/methodology/approach

The author documents both the size and scope of the counterfeit pharmaceutical problem in the USA. The paper also looks at the steps being taken by pharmaceutical manufacturers and wholesalers, as well as legal efforts being undertaken by federal and state governments, to counteract the growing concerns over fake medicines being introduced into the pharmaceutical supply chain.

Findings

The paper builds the business case for radio frequency identification (RFID) technology to be employed to track pharmaceuticals in the supply chain and counter the growing threat of counterfeit drugs.

Research limitations/implications

The principal limitation of this research is that it is being conducted on both a rapidly evolving problem (counterfeit pharmaceuticals) and the use of a rapidly developing technology (RFID) to counteract it. Thus, in time, the parameters of both the counterfeit drug problem and the technological solutions to it may shift dramatically.

Practical implications

The paper demonstrates that RFID provides the only effective method of providing “track and trace” electronic pedigrees for prescription drugs.

Originality/value

The paper is a valuable overview of the problems associated with the vulnerability of the pharmaceutical supply chain in the USA and the potential cost‐effective, life‐saving use of RFID to better secure prescription drugs, both in transit and in inventory.
We are going to shop till we drop
Authors: Marber Allen , Wellen Paul M. , Shin Yoon Boo , Torres Brenda
Published: September 2008

Purpose

The purpose of this paper is to examine how Chanel, the world famous cosmetics and clothing marketer, has enjoyed uncommon success, not only in its native France, but elsewhere as well, especially Japan. What is the formula for success in this country?

Design/methodology/approach

A review of the literature has been undertaken in an effort to understand the success of Chanel in the Japanese marketplace.

Findings

The success of Chanel in Japan clearly demonstrates that an understanding of a marketplace combined with classic marketing strategy principles including the marketing mix elements of product, price, promotion and distribution can lead to a brand's success in the international arena.

Research limitations/implications

Though there are several universal marketing “truths” presented in this paper, a caution must be noted when generalizing from one company to a universe of firms.

Practical implications

This paper provides an excellent example of how classic marketing strategy as taught in all basic marketing courses is applied to a real world company. It shows that adherence to a few simple marketing concepts, including an understanding of the customer's psyche, can pay significant dividends for all firms.

Originality/value

This paper provides a blueprint to those firms seeking to “crack” any market, of any size, anywhere in the world.