bluuebunny/crossref_metadata_2025 huggingface dataset:
Combined finite/discrete element and explicit/implicit simulations of peen forming process
Authors: Han K. , Owen D.R.J. , Peric D.
Published: July 2002

Because of the unrealistic demand of computer resources in terms of memory and CPU times for the direct numerical simulation of practical peen forming processes, a two‐stage combined finite/discrete element and explicit/implicit solution strategy is proposed in this paper. The procedure involves, at the first stage, the identification of the residual stress/strain profile under particular peening conditions by employing the combined finite/discrete approach on a small scale sample problem, and then at the second stage, the application of this profile to the entire workpiece to obtain the final deformation and stress distribution using an implicit static analysis. The motivation behind the simulation strategy and the relevant computational and implementation issues are discussed. The numerical example demonstrates the ability of the proposed scheme to simulate a peen forming process.
A fractional step – exponentially fitted hopscotch scheme for the Streeter‐Phelps equations of river self‐purification
Authors: McCartin Brian J. , Forrester Sydney B.
Published: July 2002

This paper describes a numerical approximation scheme for the one‐dimensional Streeter‐Phelps equations of river self‐purification. Our formulation of the problem includes second order kinetics in a coordinate system moving with the river thus analytically accounting for convection. These equations are linearized by using fractional time steps. The effects of reaeration and deoxygenation are accommodated by exponential fitting. The discrete equations are then marched forward in time using the hopscotch scheme which is explicit yet unconditionally stable (albeit conditionally consistent). Numerical examples both with and without dispersion are presented which indicate that the proposed method is much more efficient than a brute force numerical approach. Specifically, the proposed explicit scheme is amenable to parallel implementation.
Country segmentation based on objective quality‐of‐life measures
Authors: Peterson Mark , Malhotra Naresh
Published: July 2002

In order to address the recent demands for innovation in international marketing segmentation, evaluates a set of six commonly‐derived measures for objective quality of life (QoL) – or material conditions of living – across 165 countries of the world. Using clustering analysis, 12 segments of countries based on objective QoL are identified. These segments can be used by policy makers to discern strategic rivals or alliance partners. Alternatively, international marketing practitioners can use these macro‐level clusters as the first stage in hybrid segmentation schemes to find micro groups of consumers dispersed across a number of countries. In addition, an exchange phenomenon between a country and its citizens is suggested by the results of confirmatory factor analysis in which two dimensions of objective QoL – a “benefits” dimension and a “costs” dimension – were identified.
Global advertising strategy
Authors: Pae Jae H. , Samiee Saeed , Tai Susan
Published: July 2002

The significant body of published work in global advertising literature focuses on the standardization and localization of the advertising campaign from a marketing strategy perspective without much concern regarding consumers’ response. In this research, this gap is addressed by gauging consumer perceptions of localized and standardized advertisements in Hong Kong. Consumers generally prefer locally produced to foreign‐sourced commercials, irrespective of brand origin; and they exhibit more favorable attitudes toward foreign‐sourced, standardized commercials in situations involving greater brand familiarity and when execution style is transformational. Therefore, well‐known brands with transformational appeals are more likely to succeed when transferred to Hong Kong, while localized advertising messages will be more effective when brand familiarity is low.
Country‐of‐origin and brand effects on consumers’ evaluations of cruise lines
Authors: Ahmed Zafar U. , Johnson James P. , Pei Ling Chew , Wai Fang Tan , Kah Hui Ang
Published: July 2002

This study examines country of origin (CO) and brand effects on consumers’ quality perceptions, attitudes, and purchase intentions with respect to a service‐industry product: international cruise‐line packages in Singapore. Star Cruise (Malaysia) and Royal Caribbean Lines (USA) were selected as the brands and countries for the study. Respondents provided quality, attitude and purchase intention ratings. Contrary to prior evidence, CO does appear to be an important informational cue for consumers of services; CO effects were found to be stronger than brand effects for quality and attitude ratings, while brand was more significantly correlated with purchase intentions. A positive CO image compensated for a weak brand, suggesting that, where applicable, marketing efforts should emphasize an association with a positive CO perception. Conversely, a strong brand was not found to compensate for a negative CO perception; in this case, it would be appropriate to change the associated CO to one with a more positive image, as at least one major cruise line has already done.
An Attitudinal Model to Determine the Export Intention of Non‐exporting,
Small Manufacturers
Authors: Jaffe Eugene D. , Pasternak Hanoch
Published: July 2002

Proposes and tests a model for determining export intention among
non‐exporting small and medium‐sized manufacturers. The model posits
that export intention is a function of three constructs: perceived
competitive advantage, organizational readiness and perceived risk.
Testing was done on a probability sample of Mexican firms. The results
show that intention is explained only by organizational readiness.
Explains the use of the organizational readiness concept both as a
screening and as a diagnostic tool.
Sex role portrayal in television advertising
Authors: Wee Chow‐Hou , Choong Mei‐Lan , Tambyah Siok‐Kuan
Published: July 2002

Men and women have been used to promoting products and services in
advertisements since time immemorial. Past research has shown that their
depiction was by no means accurate or realistic. Men are typically shown
as “macho” while women are usually seen as housewives.
Compares the portrayal of both sexes in television advertising from
Singapore and Malaysia. Commercials were videotaped from SBC 5
(Singapore), RTM 1 and TV 3 (Malaysia). In addition, the findings were
matched against the actual demographics of the respective countries.
Although they were manifested differently, characters in both countries′
advertisements were found to be stereotyped. Demographics of the
respective countries′ population were also not reflected in the
commercial.
The development of the Eurobrand
Authors: Littler Dale , Schlieper Katrin
Published: July 2002

Explores the demand and supply side factors likely to affect
international branding strategies with particular emphasis on the
European market. The study of the European confectionery industry
highlights some of the major factors and issues in the debate regarding
the development of the standard European brand and concludes that
strategic variety is likely to be the accepted feature of the branding
strategies of the different players based on varying degrees of
standardization and adaptation of the various elements.
Creative problem‐solving styles in the USA and Japan
Authors: Herbig Paul , Jacobs Laurence
Published: July 2002

Explores the cultural differences between Japan and the USA as they influence in the practice of creativity. Western logic reflects its Cartesian heritage of a clear, linear path of reasoning or the “scientific method”. The western approach to creativity is innovation through sponteneous originality. The Japanese approach, by contrast, is through the adaptive process. Implementing the innovation for effective production and marketing is their greatest strength. Japanese value the consensual more than differences. Proposes that US‐Japanese partnerships would be the merging of opposites, the perfect complement of two diameterically opposite ways of creative thinking. If these partnerships are properly conceived and implemented, a highly efficient combine would result.
Country image: consumer evaluation of product category extensions
Authors: Agarwal Sanjeev , Sikri Sameer
Published: July 2002

Investigates the transferability of country images from well‐known products to new product categories. States that analysis of data indicates that consumers’ perceptions of new products from a given country are related to the image they hold for well‐known products from that country. Further, the extent of transferability of beliefs is moderated by the extent of perceived similarity between the well‐known and the new product categories.
Advertising adoption in a developing market economy: the case of Poland
Authors: West Douglas C. , Paliwoda Stanley J.
Published: July 2002

Poland is the leading economy in eastern Europe as measured by its rapid economic growth, inward direct investment and pace of market changes since 1989, when it first moved towards a free market economy. An advertising industry has been one by‐product of this process, an important institution in the creation of a market orientation. Examines one related aspect of the change: the degree of adaptation of advertising by Polish marketers as measured by the advertising process. The central research question is whether or not an economy’s stage of market orientation has any impact on its advertising management.
Designing cross‐cultural advertising research: a closer look at paired comparisons
Authors: Albers‐Miller Nancy D.
Published: July 2002

Notes that more than 20 years of cross‐cultural comparative research results have suggested that advertising content varies between countries which are culturally dissimilar. Tests the proposition that paired comparisons of countries will yield statistically significant differences for most country pairs. Reports that of the 55 country pairs used in this study, 100 per cent of the pairs resulted in statistically significant differences on at least nine of the 29 values examined and that subsequent analysis found that insignificant results can largely be attributed to cultural similarity. Points out, however, that even when countries are culturally similar, statistically significant results may still be found. Suggests that research which tests for between‐country differences may not be insightful without theoretical support for the comparisons.
Managing technology transfer to China
Authors: Farhang Manucher
Published: July 2002

Develops a conceptual framework for transfer of technology between firms across borders. Uses the experience of Swedish firms in China to suggest some operational guidelines for international managers.
Attitudinal constructs towards sponsorship
Authors: Lee Myung‐Soo , Sandler Dennis M. , Shani David
Published: July 2002

Sponsorship has seen a rapid growth in recent years in both the dollars devoted to it and its prominence as a legitimate element of a company’s promotional mix. As traditional media have become more expensive and cluttered, sponsorship is viewed as a cost‐effective alternative. As an element of the promotional mix, sponsorship has been a stepchild when it comes to a careful understanding of how it works and its effect on consumers. While the promotional element of advertising has been carefully researched, sponsorship has rarely undergone systematic study. It is usually mentioned as “war stories” of specific examples which worked well for a company. Discusses the definitional dilemma of sponsorship, and proposes a revised definition. As a step towards better understanding the effects of sponsorship on consumers, develops and empirically tests scales for three attitudinal constructs: attitude towards the event; attitude towards commercialization; and attitude towards behavioural intent. Results show that the three constructs consistently appear across three global sports events. Discusses future research agenda and managerial implications.
Integrating sports sponsorship into the corporate marketing function: an international comparative study
Authors: Farrelly Francis John , Quester Pascale G. , Burton Richard
Published: July 2002

While sports sponsorship has attracted strong interest and increasing investment from marketing professionals, the literature seldom investigates empirically the process by which sports sponsorship decisions are made. Using a survey of sponsorship decision makers in North America and Australia, presents a number of interesting differences with respect to the sponsorship practices of the two samples. Examines the manner in which corporations integrate sponsorship into the broader marketing function at different levels of the organizational structure, and their inclination to do so. Considers managerial implications and the directions which future research in this area should take.
Corporate sponsorship of events and tax implications: is there an opportunity for global co‐ordination?
Authors: Wise Spence L. , Miles Morgan P.
Published: July 2002

Corporate sponsorship of sporting and cultural events has emerged as a critical component of global promotion strategy. Global sponsorship by multinationals could be made more cost‐effective with similar and generally consistent taxation legislation worldwide. International environmental and quality management standards such as ISO 14000 and ISO 9000 are examples of global standards that have emerged due to the increasingly international nature of commerce. Describes the tax implications of corporate sponsorship utilizing the USA and Ireland as illustrative examples, provides general guidelines for other nations including the UK, and suggests that sponsorship regulations be made more consistent globally.
Emerging issues related to marketing and business activity in Asia Pacific
Authors: Strizzi Nicolino , Kindra G.S.
Published: July 2002

Assesses five trends that will be likely to affect the nature of trade and investment in Asia Pacific in the coming decade. These include infrastructure upgrading, public sector reform, increased military procurements, massive capital inflows and foreign debt build‐up. States a better understanding of these trends will promote strategic entry into fast‐growing, hard‐to‐crack markets. Vastly improved corporate revenue and profits might result. Equally important, it presages long‐term gains in economic and political influence in Asia Pacific.
Research note:The psychographic segmentation of the female market in Greater China
Authors: Tam Jackie L.M. , Tai Susan H.C.
Published: July 2002

Attempts to segment the female consumers’ market in Greater China (the People’s Republic of China, Taiwan, and Hong Kong) by employing principal component factor analysis and cluster analysis. Psychographic dimensions were generated and the factor scores were computed and used in cluster analysis to develop psychographic segments of the female consumers’ market in Greater China. Four distinct segments were identified and these were labelled as “conventional women” (40.7 per cent of the sample), “contemporary females” (21.9 per cent), “searching singles” (19.4 per cent) and “followers” (18.1 per cent).
Contingency and contextual issues of ethnocentrism‐pitched advertisements
Authors: Jo Myung‐Soo
Published: July 2002

This study examines whether consumers’ receptivity to ethnocentrism‐pitched advertisements differs by country and product category and, if so, why. The two countries surveyed are Australia and India. Australia was chosen as a country where consumers should perceive a high level of foreign threat because it is quite open to foreign products and has a small economy and population. India was chosen as a country where consumers should perceive a low level of foreign threat because it is still tightly closed to foreign products. Findings show that the effectiveness of ethnocentrism‐pitched advertisements differs significantly not only by consumers’ perceptions of foreign threat, but also by consumers’ quality evaluations about domestic products, compared to corresponding foreign ones. Implications for international marketers and domestic manufacturers are discussed.
The importance of country images in the formation of consumer product perceptions
Authors: d’Astous Alain , Ahmed Sadrudin A.
Published: July 2002

Presents the results of a survey conducted among 194 retail salesmen of electronic equipment and 190 male consumers. According to salesmen, country of origin is a much less important attribute for shoppers of video‐cassette recorders and themselves than brand reputation. For the purpose of comparison, both salesmen and consumers provided direct evaluative judgements of 13 countries on their design and assembly capabilities, of three VCR brands and of the quality and purchase value of nine VCR conjoint profiles varying systematically with respect to country of design, country of assembly, brand, price and warranty. Salesmen’s direct importance weights were found to differ greatly from conjoint derived weights in that, in the latter case, country of origin cues had a significant and, with regard to quality perceptions, greater impact than the other attributes. Multiple regression models relating the direct perceptions of the countries of origin to brand evaluations indicate that the nesting of country perceptions in brand evaluation may partly explain this apparent inconsistency.
Consumer desire to buy and use products in international markets
Authors: Wood Van R. , Darling John R. , Siders Mark
Published: July 2002

Focuses on two fundamental issues facing firms competing in the global arena, namely – how should executives responsible for success in international consumer markets allocate their scare marketing resources? And why, based on what methods, should they do this? Concentrating on global/pan‐European consumers in the northern European country of Finland, a quasi‐longitudinal “gap analysis” of US versus Japanese product and marketing efforts is undertaken. Using empirical evidence gathered every five years (from 1975 to 1995), this research examines which dimensions of marketing contribute most to specific consumers’ “purchase and use” preferences? And, where (which “gaps”) should organizations competing for global consumers concentrate their marketing efforts in order to be successful? It is argued that the method employed in this research can be utilized in any global marketing setting to identify the most promising areas for resource expenditures.
Viewpoint – Export performance measurement: reflective versus formative indicators
Authors: Diamantopoulos Adamantios
Published: July 2002

While the conceptualization and operationalization of export performance has been receiving increased attention in the literature, practically all multi‐item measures of export performance available are based on reflective (effect) indicators. Explores an alternative measurement approach based on formative (causal) indicators and examines the implications of constructing an index rather than a scale of export performance. The aim is to assist researchers in choosing the appropriate measurement model for their needs when conducting substantive export performance studies.
Selected antecedents and components of ethical decision‐making processes of American and South African marketers – A cross‐cultural analysis
Authors: Singhapakdi Anusorn , Higgs‐Kleyn Nicola , Rao C.P.
Published: July 2002

Compares the personal ethical ideologies of idealism and relativism of American marketers with their South African counterparts. The perceptions of ethical problems, ethical intentions, and coporate ethical values of the parties are also contrasted. The findings indicate that South Africans were more idealistic and less relativistic than their American counterparts. The hypotheses that there will be no differences between South African and American marketers in terms of their ethical perceptions and intentions were not supported. The results generally indicate that South African marketers are more likely to perceive ethical problems than American marketers. However, the survey results revealed that South African marketers tend to be less ethical in their intentions to resolve an ethical problem than their American counterparts. Corporate citizens of South African firms were found to have slightly higher corporate ethical values than their American counterparts, as hypothesized.
Some effects of changes in brand management systems: issues and implications
Authors: Prevel Katsanis Lea
Published: July 2002

Asserts that the traditional approach to brand management is changing and there has been a quiet shift towards a new structural paradigm in the marketing organization. This change represents a move away from a system that focuses on the individual brand manager, who is responsible for all the business activities that relate to ensuring the success of a specific brand. Investigates the ways that these new marketing organizational structures will affect competitive advantage. Outlines a proposed holistic systems framework.
Marketing communications and product performance: innovative vs non‐innovative new retail financial products
Authors: Avlonitis George J. , Papastathopoulou Paulina
Published: July 2002

Reports the results of a research project into the marketing communications tools used during the launching of 100 new retail financial products – 58 non‐innovative and 42 innovative – and it is part of a broader study conducted on the development and launching practices of new financial products in Greece. It is revealed that innovative and non‐innovative products, generally, follow a different marketing communications approach. Innovative successful products are launched through the most integrated communications package followed by non‐innovative successful products, while innovative and non‐innovative unsuccessful products receive very limited communications support during their market introduction. Overall, three marketing communications tools are found to lead to enhanced performance, either for innovative or for non‐innovative products, namely intensive selling, below‐the‐line advertising, and telemarketing.
A study of bank selection decisions in Singapore using the Analytical Hierarchy Process
Authors: Phuong Ta Huu , Yin Har Kar
Published: July 2002

Presents the findings of a survey of undergraduates on bank selection preferences. In the study, nine criteria for bank selection decision and five banks are identified, and the decision problem is structured into a three‐level hierarchy using the Analytic Hierarchy Process. The findings indicate that undergraduates place high emphasis on the pricing and product dimensions of bank services. The results are of interest to bank managers because they provide information on the importance of the selection criteria as well as areas of strengths and weaknesses of banks.
Is Workplace Banking Feasible?
Authors: Laursen Ron , McTavish Ron
Published: July 2002

One non‐traditional area of banking is workplace banking – the provision of banking services to company employees at their place of work. Describes a part of the research work carried out by a Canadian trust company, Montreal Trust, to assess the feasibility of offering such a service to a major corporation, Bell Canada. Reports the results of a series of focus group interviews among employees and members of the Bell Canada management team. The research sought to ascertain whether workplace banking would be attractive to employers and employees, what features of the service would be most attractive to them, and to what extent employees would be likely to utilize the service. The results were in general positive. Outlines a preliminary marketing strategy developed to address factors based on key success factors suggested by the service.
Service Quality:
Authors: Lewis Barbara R. , Orledge Jayne , Mitchell Vincent‐Wayne
Published: July 2002

Investigates service quality in the student market for financial
services. Reports empirical work in which students′ attitudes towards
the service provided by their banks and building societies were
assessed, with emphasis on loan and overdraft arrangements. The
students′ expectations and perceptions were measured using a graphic
positioning scale and a number of service quality shortfalls were
identified which have implications for organizations providing financial
services to the student market. Highlights opportunities for further
research in the area of measuring service quality.
Bank‐company interactions and relationships
Authors: Zineldin Mosad
Published: July 2002

Focuses on the relationships and interactions between banks and
corporate clients. Explores the possibility of approaching the
bank‐company relationship from a different angle. Today banks are facing
more aggressive competition and unlimited opportunities. It has become
of paramount importance for banks to restructure the relationships with
their corporate clients. Our theoretical framework can be traced back to
two major theoretical models from outside the bank marketing literature,
i.e. the Interaction Approach and the New Concept of Marketing.
Empirical data were collected by means of questionnaires. A total of 300
questionnaires were mailed to a random choice of different companies in
Sweden. Responses were received from 179 companies (60 per cent).
Identifies a large number of factors which influence the interactive
relationship between banks and companies.
A comparative analysis of the affinity card market in the USA and
the UK
Authors: Schlegelmilch Bodo B. , Woodruffe Helen
Published: July 2002

Compares the affinity credit card markets in the USA and the UK,
focusing on the members of the partnership trio: charities, card issuers
and cardholders. The affinity card market in both the USA and the UK is
expanding rapidly. Explores the motivations for entering the
partnerships and the satisfaction derived from the partnerships.
Discusses the results in the light of an increasing deregulated
marketing environment permitting foreign credit card issuers entry into
the UK market.
The impact of the Basle capital adequacy ratio regulation on the financial and marketing strategies of Islamic banks
Authors: Ahmed Abdel Karim Rifaat
Published: July 2002

Reports that, unlike Western commercial banks, Islamic banks are prohibited by Islamic precepts to receive or pay interest, inter alia, in all their transactions. Argues that the Basle capital adequacy ratio (CAR), which was implemented in 1992 by regulatory authorities in many countries, is irrelevant to Islamic banks because it does not accommodate, among other things, one of the major instruments ‐ investment accounts ‐ through which Islamic banks mobilize funds on the basis of profit sharing. Develops four possible scenarios for the treatment of these accounts in the calculation of CAR and examines their impact on the financial and marketing strategies of Islamic banks in the light of the risk‐return relationship between the funds contributors of these banks.
Partnering relationships between banks and their research firms: the impact on quality
Authors: Nowak Linda I.
Published: July 2002

Reports how, in an effort to improve research quality, save time and decrease total costs, many businesses have been turning from discrete, arm’s‐length, transactional relationships with a multitude of research suppliers towards long‐term, collaborative relationships with just a few research “partners”. Some bank clients believe in the benefits of partnering with one or two marketing research suppliers. Other bank clients are concerned that partnering with researchers will breed complacency, thus increasing research costs and decreasing quality. Attempts to examine the impact of partnering and non‐partnering relationships on the research firms’ performance in three areas: service quality, product quality and overall customer satisfaction. Empirical evidence indicates a positive relationship between partnering and increased client satisfaction in all three areas.
Breaking the monolithic mould
Authors: Morison Ian
Published: July 2002

Explores the implications of Midland Bank’s attempts in the mid‐1980s to adopt an endorsed corporate identity strategy and to brand its personal financial services. Sets out the reasons why banks have traditionally applied monolithic identity systems and eschewed explicit branding, and presents Midland’s reasons for challenging that paradigm ‐ chiefly the nature of its group structure and its desire to segment its personal market more effectively. While the Midland approach was not a commercial success, it provides some general lessons which help to inform corporate identity theory in general and financial sector identity and branding theory in particular. These include the need for identity to be contingent on strategy, the importance of “soft” as well as “hard” identity features, the conflicts between different identity systems (e.g. firm‐specific versus industry‐generic) and the problems of applying branding theory to products which are in essence no more than contracts.
Virtual communities and financial services ‐ on‐line business potentials and strategic choice
Authors: Barnatt Christopher
Published: July 2002

As the user‐base of the Internet expands, on‐line “virtual communities” may have the potential to become the key customer‐infomediaries, social forums, and trading arenas, of the early twenty‐first century. In parallel, new delivery channels and new means of fostering long‐term customer relationships may prove critical for success in the financial services industry. As these two developments intertwine, many organizations in the sector may therefore need to consider desktop icons as an emerging customer interface. Reviews the economic argument for virtual communities as the first viable Internet value‐creation model to combine content and communication. Drawing from practical experience with pioneering virtual community developments, and a consideration of direct and indirect financial service delivery channels, the conclusion is reached that many companies in the sector now face an important, strategic choice in the development of their on‐line presence. For most, this will be between deciding to act rapidly to build their own virtual community, or instead opting for a more effective third party, virtual community “inhabitation strategy”.
Business banking in Australia: a comparison of expectations
Authors: Nielsen James F. , Terry Chris , Trayler Rowan M.
Published: July 2002

Addresses the question of how well the banking industry in Australia understands the needs of their business customers. It is based on a nationwide survey of chief executive officers of 2,500 business firms and 25 banks conducted during 1996. In the survey, both groups were asked to rank those factors they consider most important in the bank selection process. Overall, significant differences were found in six out of 15 factors. When the responses were analyzed on the basis of market segment served, we found that Australian bankers have missed the mark when it comes to the issues of competitive prices and service delivery. These results will no doubt have an impact on the marketing efforts of Australian banks as they move into the twentieth century. They should also be useful to firms currently operating in Australia or firms interested in doing so in the future.
Basic financial services needs of low‐income individuals: a comparative study in Canada
Authors: Chéron Emmanuel J. , Boidin Hélène , Daghfous Naoufel
Published: July 2002

The increase of competition in the banking industry has resulted in more attention to profitability and reduced interest in low‐income customers. Fulfilment of financial services needs of low‐income customers is perceived as either information lacking about financial products or providing services at an affordable charge. Attitudes and behaviours of a probabilistic representative sample of 3,010 low and higher income customers of a large Canadian financial institution were compared. Despite similar aspirations, low‐income customers appeared limited in terms of personal growth and expenditures and were showing uncertainty toward the future. The management implications for financial products and services, together with the social implications, are discussed in the conclusion.
Electronic cash: a qualitative assessment of its adoption
Authors: Szmigin Isabelle T.D. , Bourne Humphrey
Published: July 2002

Examines the nature of a relatively new financial service, electronic cash. A qualitative study of students’ use of a specific form of electronic cash, namely Mondex, was undertaken. Attitudes and opinions were sought and the results presented within a theoretical framework of likely adoption. It was found that all students compared the performance of electronic cash with the traditional form of cash. A number of problems were encountered by students in relation to security, speed and complexity of use, although in some situations it was a preferred alternative. Concludes that these issues will need to be addressed but that electronic cash may have advantages in certain situations and that marketing effort should be concentrated on identifying niche opportunities or bundling appropriate services onto the card to provide a relative advantage for increasingly discerning consumers.
Retail bank marketing in Western Australia
Authors: Kaynak Erdener , Whiteley Alma
Published: July 2002

Reports the findings and implications of a retail bank marketing study which was conducted in the City of Perth in Western Australia in 1995. More specifically, the study was designed to determine and evaluate the importance of selected patronage motives used by Australian retail bank customers in choosing commercial banks. Also it sets out to determine the perceived usefulness of the variety of services offered by commercial banks to their customers and what these banks can do in order to improve their services to their clients to remain competitive. Using the case of one of the commercial banks cited in the study, a set of core activities (front stage as well as back stage) for banking staff are described and evaluated. Discusses the need for commercial banks to consider more and different marketing strategies, one of which would be internal marketing in addition to consumer‐oriented external marketing activities.
Dynamic analysis of competition in marketing: strategic groups in Spanish banking
Authors: José Más Ruíz Francisco
Published: July 2002

The analysis of strategic groups has important implications for marketing in order to identify a firm’s competitive position. Aims to analyse the development of the competence in an industry. Hypothesizes that the analysis of strategic groups is only meaningful when it is determined that the groupings obtained are not random events within a particular industry. Uses multivariate statistical tests to determine the stable sub‐periods, the strategic groups, and their dynamic characteristics over the years. Applies this technique to the Spanish banking sector and detects a relative intra‐industrial instability, and a significant change in the number and strategy of the identified groups with the passing of time.
An integrated view of project and quality management for project‐based organizations
Authors: Orwig Robert A. , Brennan Linda L.
Published: July 2002

Quality management (QM) has been the purview of operations management for repetitive processes, where project management (PM) is applied to temporary endeavors to create unique products or services. Any convergence of thought between PM and QM has been focused on using PM to implement a total quality management culture or on assuring the quality of the project outcomes and deliverables. However, for project‐based organizations, where the project is the basic form of organization for its operation, PM is of itself an ongoing, repetitive operation to which at least some of the QM practices could apply. By considering both disciplines in terms of the fundamental principles of customer focus, teamwork and continuous improvement, it can be shown that by instituting a formal project management methodology and instituting basic PM techniques, project‐based organizations are fulfilling the principles of quality.
A scorecard approach to benchmarking for total quality construction
Authors: Sommerville James , Robertson Hamish W.
Published: July 2002

The application of benchmarks developed from a scorecard approach to a total quality management (TQM) programme are discussed. The programme aims to attain quality within an organisation whose primary operations are centred on a number of construction projects. The innovative scorecard measures developed and implemented within the Morrison Construction Group are reviewed and reported upon, and the resulting benefits derived from the implementation of the scorecard are discussed. Real and virtual benchmarks are established and utilised as metrics within this construction organisation’s scorecard. From implementation of the scorecard, it is clear that superior measures are those which incorporate internal and external customer survey findings which include the mapping of practical efforts centred on the perceptions of the client and the myriad other stakeholders in a construction project.
Service quality and product quality in housing refurbishment
Authors: Holm Mats G.
Published: July 2002

The significance of the quality of work in the construction industry has been highlighted in recent years. Nevertheless, it is unusual to find that housing refurbishment projects have been undertaken with a clear emphasis on the service provided for tenants. To assess the scope for tenant satisfaction in the refurbishment industry, an empirical study has been undertaken in an attempt to identify principles which have implications for housing refurbishment. The relationship between service quality, product quality, tenant satisfaction and employee satisfaction is emphasised in the study. The investigation concerns refurbishment of two multi‐family housing estates in Sweden, owned by a semi‐public housing association. Statistical analysis of questionnaire responses from tenants indicates that there is a strong link between meeting the customers’ expectations and contractor reputation. Furthermore, the analysis reveals a strong belief among the workers that quality of work is essential. Conclusions outline the practical implications of these findings.
Validity and reliability in perceived quality measurement models
Authors: Carlos Bou Llusar Juan , Camisón Zornoza César
Published: July 2002

This paper verifies the adequacy of perceived quality measurement instruments by comparing the SERVPERF and EP methods. After a discussion of the differences between the two methods, a quality perception measurement instrument for the company is developed and applied to a sample of ceramic company clients. The methods are compared by analyzing the multitrait‐multimethod matrix using the structural equation model methodology. Results indicate that SERVPERF has greater reliability, greater convergent and discriminant validity, explains variance more completely, and consequently introduces less bias.
MAFMA: multi‐attribute failure mode analysis
Authors: Braglia Marcello
Published: July 2002

The aim of this paper is to develop a new tool for reliability and failure mode analysis by integrating the conventional aspects of the popular failure mode and criticality analysis (FMECA) procedure with economic considerations. Here FMECA is approached as a multi‐criteria decision making technique which integrates four different factors: chance of failure, chance of non‐detection, severity, and expected cost. To aid the analyst to formulate an efficient and effective priority ranking of the possible causes of failure, the analytic hierarchy process technique is adopted. With this technique, factors and alternative causes of failure are arranged in a hierarchic structure and evaluated only through the use of a series of pairwise judgements. With this new approach to failure investigation, the critical FMECA problem concerning the (direct) evaluation of failure factors is also by‐passed. The principles of the theory and an actual application in an Italian refrigerator manufacturing company are reported in the paper.
Quality relationships: partnering in the construction supply chain
Authors: Matthews Jason , Pellew Leah , Phua Florence , Rowlinson Steve
Published: July 2002

Subcontractors and suppliers are playing an increasingly important role in project construction – it is not uncommon for as much as 90 per cent of a project to be undertaken by subcontractors. The result of this increased involvement is that main contractors are now concentrating their efforts on managing subcontractors rather than employing direct labour. Outlines an approach to partnering developed by a European conglomerate which is being employed throughout the UK. Commences with an overview of recent studies into the UK construction industry concentrating on partnering, quality and lean production. The second part discusses the context of these points from a quality, general and construction project management perspective. A form of benchmarking is described and the actual partnering approach is detailed. Finally, the paper identifies the main points relating to quality as perceived by the project participants, as well as some of the overall advantages of adopting this approach to partnering.
Using fuzzy approaches to evaluate quality improvement alternative based on quality costs
Authors: Chen Liang‐Hsuan , Weng Ming‐Chu
Published: July 2002

Quality cost is usually considered as a means to measure the quality level in a quality system. Since the interrelationship among quality cost components is complex, a general quantitative model for describing their relationship is not easy to construct for improving the quality. In the assessments of quality cost, some hidden quality costs, such as the goodwill loss due to lost customers’ reliability, are often neglected in the existing analysis methods. This may lead to reaching a sub‐optimal decision. In addition, the assessments of quantitative quality cost items are usually approximated, and therefore are imprecise in nature. Based on these considerations, we propose fuzzy approaches to evaluate quality improvement alternatives because of its fuzzy nature. An evidence fusion technique, namely Choquet fuzzy integral, is employed to aggregate the quality cost information. A composite index is determined to find the best quality improvement alternative. Finally, a numerical example is used to demonstrate the applicability of the approach.
Virtual integrated performance measurement
Authors: Ahmed A.M.
Published: July 2002

Refers to the increasing interest in the development of theoretical frameworks in the area of performance measurement. Companies have used them as a way of testing different business policies and strategies as well as measuring their performance. Literature shows that these frameworks are not providing an effective and robust measurement system, which is needed more than before in today’s dynamic market. For example, the existing frameworks do not relate to the actual strategies in place and none of them can be considered generic, which makes any attempt of integrating performance measurement virtually impossible. Discusses this problem and puts forward a solution. Describes briefly a proposed framework and explains in more detail a computer‐based system to select performance measurement to support the implementation process of this framework.
Critical success factors of TQM implementation in Hong Kong industries
Authors: Antony Jiju , Leung Kevin , Knowles Graeme , Gosh Sid
Published: July 2002

Total quality management (TQM) is an integrative management philosophy aimed at continuously improving the performance of products, processes and services to achieve and exceed customer expectations. This paper provides an empirical study on the identification of the critical success factors (CSFs) of TQM implementation in Hong Kong industries. Through a thorough and detailed analysis of the literature, 11 success factors with 72 elements were identified to develop a questionnaire. These items were empirically tested by data collected from 32 companies in Hong Kong. A factor analysis was carried out that identified seven CSFs with 38 elements of the implementation of TQM. These factors were shown to be reliable and valid and offer new insights into the understanding of TQM success factors in Hong Kong industries.
Sustaining company performance through partnering with suppliers
Authors: Wong Alfred
Published: July 2002

Companies are expected to achieve a high level of customer satisfaction in order to outperform their competitors. Many companies focus on how they themselves can do better to meet their customers’ needs. However, they may not be aware that they can best satisfy their customers by teaming up with their suppliers. This study suggests that a company can sustain its performance by extending TQM principles beyond its internal boundaries, i.e. it should partner with its suppliers. This paper studies the factors that lead to successful partnering with suppliers and how supplier partnering can help a company improve its performance. This paper proposes that companies can improve suppliers’ satisfaction and solicit their contribution through satisfying their needs, developing cooperative goals, and interacting constructively with suppliers. Moreover, it argues that supplier satisfaction and contribution will lead to customer satisfaction. Results from 139 supply chain managers show that partnering with suppliers can help companies achieve higher customer satisfaction.
Sustaining TQM through self‐directed work teams
Authors: Irani Zahir , Choudrie Jyoti , Love Peter E.D. , Gunasekaran Angappa
Published: July 2002

Teamwork is increasingly seen as a prerequisite for many job functions within those organisations seeking to sustain total quality management (TQM). However, the daunting task of creating a teamwork environment within many companies is often left to pro‐active senior management that assumes the responsibility for creating a culture of interdependency. The opportunity for maximising employee potential through empowered teamwork represents a challenge for many managers. These managers who often become champions for success inevitably contribute towards improving organisational performance through re‐engineering the people process. This paper describes a reflective case experience of a small to medium enterprise that developed a team‐based organisation, where all employees were empowered to challenge the status quo, implement continuous improvement strategies and, thus, strive towards TQM. The paper describes how the formation of self‐directed work teams (SDWTs) is used as a strategy for motivating a diverse group of people with different attitudes, skills and personalities, to work together towards common business goals. Particularly, emphasis is placed on the role of the team facilitator within dynamic teams, and the necessary attributes of such a facilitator are identified. This identification also assists in providing an understanding of how a facilitator can assist in curtailing conflict. The benefits experienced by the case study as it sustains its TQM efforts through flexible SDWTs are also identified.