bluuebunny/crossref_metadata_2025 huggingface dataset:
Trends and developments in interlending and document delivery in the UK in 1997
Authors: Prowse Stephen
Published: July 2002

Describes recent developments in interlending in the UK, including eLib projects, electronic journals, the growth of commercial suppliers and resource‐sharing initiatives. Also looks at interlending activity in recent years and how this affects different types of material. Progress in other document delivery projects is examined as well as prospects for future development. A report on the effect of local government reorganisation on interlending is considered, as is a proposal for a large‐scale retroconversion project. Some points and recommendations from the first national survey on “Why requests fail” are listed. Stresses the importance of taking work done on various reports forward.
Statistically equivalent nonlinear finite element model for infilled R. C. framed systemsThe present work is an extension to the thesis of the first author for the Master of Science degree.
Authors: Mohy Afefy Hamdy , El‐Din Fahmy Taher Salah , Khalil Abdel‐Hakim A. , Issa Mohamed E.
Published: July 2002

The most simple equivalent frame system with reduced degrees of freedom is proposed for handling multi‐story multi‐bay infilled frames. The system is composed of homogenized continuum for the reinforced concrete members braced with unilateral diagonal struts for each bay, which are only activated in compression. Identification of the equivalent system characteristics and nonlinear material properties are accomplished from the concepts of inverse analysis approach along with statistical tests of hypotheses is employed to establish the appropriate filtering scheme and the proper accuracy tolerance. The suggested system allows for nonlinear finite element static and dynamic analysis of sophisticated infilled reinforced concrete frames. Sensitivity analysis is undertaken to check the suitability of the proposed system to manipulate various structural applications.
The millennium and international marketing
Authors: Terpstra Vern
Published: July 2002

Reviews the status of international marketing as we enter the new millennium. Suggests that changes will take place, highlighting issues such as globalization, new technology, the aging of the population, the political arena, and market segments as variables. However, asserts that these changes are part of a gradual development and that the millennium per se will not bring any dramatic change to the environment and operations of international marketers.
A flexible model of consumer country‐of‐origin perceptions
Authors: Knight Gary A. , Calantone Roger J.
Published: July 2002

There is much research suggesting that the image consumers hold about a product’s country of origin can influence their purchase decision, but little empirical work has focused on the underlying cognitive processing. A flexible model is devised and tested to represent country image processing, using data from large samples of US and Japanese consumers. In addition to strongly supporting the validity of the model, results suggest that country image cognitive processing is significantly more complex than previously thought, and that culture appears to play an important role in purchase decisions. The flexible model represents a substantive improvement in the depiction of cognitive processing regarding country‐of‐origin image.
Tobacco promotion restrictions – An international regulatory impasse?
Authors: Hoek Janet , Sparks Robert
Published: July 2002

The promotion of tobacco products has received detailed attention. However, this research has focussed on the effects of tobacco advertising or sponsorship, and how restrictions on promotion activities affect demand. By contrast, comparatively few studies have examined the regulatory implications of variations in the guidelines or statutes governing tobacco promotions. In this paper we analyse the issues arising from inconsistencies in international tobacco promotion regulations and the proposals designed to address these. We conclude that because the development and application of consistent regulations infringes on the economic interests and traditions of civil liberties in some nations, the prospects for implementing internationally adhered to protocols is gloomy. A more practical solution may be to control the conditions of sale of tobacco products as these are more readily circumscribed by domestic regulation.
Distinguished retrospective viewpoint: study retailing and see the world?
Authors: Hollander Stanley C.
Published: July 2002

The motivations behind Multinational Retailing were probably a combination of the author’s wanderlust and his perception of a gap in the retailing textbook literature. Research support emanated from complex circumstances. Thirty years later, more personnel‐oriented research and more study of the global retailer in a world of changing nation‐states are still needed.
Power and control in international retail franchising – Evidence from theory and practice
Authors: Quinn Barry , Doherty Anne Marie
Published: July 2002

Franchising is fast becoming one of the most popular entry mode strategies for international retail companies when moving into international markets. Academic research, however, has only recently begun to examine international franchising within the context of retailer internationalisation. A major gap in the literature is the nature of the international retail franchise relationship and, in particular, the mechanisms used to control and co‐ordinate the international franchise network. This paper reports the findings from an in‐depth, ethnographic study of the internationalisation activity of one retail franchise company and examines the extent to which the marketing channels and agency theory literatures can, in practice, explain power and control in international retail franchising.
Antecedents of international new product rollout timeliness
Authors: Wong Veronica
Published: July 2002

Delays in product rollout can pose significant problems for international companies seeking to introduce new products across many countries. Although past research has identified several key drivers of international product rollout delays, our understanding of the interrelationships among external environmental, internal organizational, new product project and product‐specific factors remains limited. In spite of the critical importance of new products in sustaining firms’ competitiveness in both domestic and international markets, research into the antecedents of product rollout timeliness have, to date, been under‐explored. Here, poses a conceptual model that captures the antecedents of international new product rollout timeliness. The model explains the external and internal environmental drivers, the potential relationships among these, and impacts on rollout time efficiencies. Draws attention to the need for more research into what is considered a highly complex and challenging business activity – the management of new product development and launch in international markets.
A Cross‐cultural Study of Moral Philosophies, Ethical Perceptions and
Judgements
Authors: Singhapakdi Anusorn , Vitell Scott J. , Leelakulthanit Orose
Published: July 2002

Moral philosophers and marketing ethicists generally agree that
variations in moral judgements exist between different cultures.
Compares American marketers with Thai marketers with respect to their
moral philoso‐phies, ethical perceptions, and ethical judgements. The
results based on a survey of members of the American Marketing
Association and the Thai Marketing Association indicate that American
marketers are both less idealistic and less relativistic than Thai
marketers. In addition, the survey results reveal that American
marketers differ from Thai marketers with respect to their perceptions
of ethical problems, and ethical judgements.
Entrepreneurial networking in Japanese management
Authors: Kase Kimio , Yu‐Shan Liu James
Published: July 2002

Discusses the concept of networking structure for the co‐ordination in the corporate decision‐making process in Japan. Looks at networking at a micro level based on empirical and anecdotal evidence.
Global account management: the new frontier in relationship marketing
Authors: Yip George S. , Madsen Tammy L.
Published: July 2002

Explains the concept of global account management and the forces driving it. Provides a framework to help managers to recognize why and when to use it and how to implement it successfully. Discusses examples from the advertising, computer, telecommunications, electrical component and banking industries and provides an in‐depth case study from one of the leading practitioners of global account management, the Hewlett‐Packard Company. Concludes with a guide to successful implementation.
Japanese couples’ marital roles in stages of product purchase decision making
Authors: Henthorne Tony L. , LaTour Michael S. , Hudson Tim W.
Published: July 2002

Seeks to fill some of the gaps in the business literature regarding the consumer market in Japan. Accomplishes this through a replication of the classic 1974 work of Davis and Rigaux relating to family purchase decision making. An egalitarianism scale was included for the final analysis to allow for differences in couple perceived traditionality‐modernism. Finds that the heavily patriarchal orientation of Japan still exists with husbands exerting heavy influence in the final stage of the decision‐making process and offers suggestions for management.
The determinants of export performance: a review of the empirical literature between 1987 and 1997
Authors: Zou Shaoming , Stan Simona
Published: July 2002

Export performance research has proliferated in the last decade. Significant progress has been made in developing better theory and knowledge of the export performance of firms. However, the field of inquiry is characterized by a diversity of conceptual, methodological, and empirical approaches that inhibit the development of clear conclusions regarding the determinants of export performance. In this article, an updated review and synthesis of the empirical literature on determinants of export performance between 1987 and 1997 is offered. Using a combination of the narrative and vote‐counting approaches, 50 studies were identified, reviewed, and synthesized. Major directions for future research are also discussed.
Management and performance of international trade fair exhibitors: government stands vs independent stands
Authors: Rolf Seringhaus F.H. , Rosson Philip J.
Published: July 2002

This paper brings together two significant export management issues: international trade fairs and export promotion. Trade fairs play a market development and expansion role while export support is aimed at building foreign market capability. This study examines companies at international trade fairs exhibiting on government stands and their own, independent stands. Discriminant analysis shows that the two groups of exhibitors differ in company strategy and trade fair performance. As well, staff training activities and visitor attraction are analysed, with the latter showing a clear relationship with performance. Implications for exporters and export promotion agencies are discussed and research directions given.
Viewpoint: international marketing studies ‐ time to break the English‐language strangle‐hold?
Authors: Holden Nigel
Published: July 2002

Considers that mainly mono‐lingual marketing scholars in universities and business schools in the English‐speaking world may sometimes think that anything which is not produced in English is unlikely to be of notable theoretical or practical significance. Asserts that this is cultural myopia and intellectual self‐deception. In particular, identifies a problem of translating marketing terminology in former Eastern Bloc countries and Japan. Gives examples of translated words which do not convey the correct meanings because certain terms and concepts have not been absorbed into the national language or have different associations. Poses two challenges: how are we to account for such culturally diverse attitudes to the formal delineation and description of marketing; what is the implication for this diversity for the future evolution of international marketing studies?
British Airways plc
Authors: Dana Leo‐Paul , Vignali Daniella
Published: July 2002

“There is no sound reason to believe that there will not be a single global market in air transport”. Those were the words of Sir Colin Marshall, the chairman of British Airways. To give the airline an image of being a global airline, the amount of £60 million had been earmarked. Simultaneously, British Airways Chief Executive Robert (Bob) Ayling wanted the firm to become the best‐managed company in Europe, by the year 2000. This case study assesses how British Airways have gone about achieving this goal.
The impact of ethnocentrism on devising and implementing a corporate identity strategy for new international markets
Authors: Thomas Marlo , Hill Helene
Published: July 2002

Presents results on the issue of developing and implementing a corporate identity strategy when going international, and the potential implications of having an ethnocentric approach. Based on a Jamaican financial services case study, reflects the key debates found across the hierarchical organisation structure. The key issues raised include the corporate strategy to facilitate improved future performance, the decision making process for standardisation, the choice of visual imagery and slogans, the role of the recruitment policy in the strategy, and the role of front‐line staff in achieving a successful outcome to this strategy. All of these issues are discussed alongside the impact of an ethnocentric approach.
Charities’ bankers: an analysis of UK market shares
Authors: Cowton Christopher J. , Drake Julie , Thompson Paul
Published: July 2002

Whether from a desire to be seen to be socially responsible, in pursuit of perceived profit opportunities, or as a reaction to increased professionalism on the part of charities, UK banks are paying increasing attention to the voluntary sector. Using secondary data, this paper investigates the market shares of banks amongst charities. It reveals that NatWest is the current market leader, but comparisons with a paper published a decade ago suggest that its market share and lead have diminished significantly. Further analysis reveals that one reason for that decline might be the recent growth in the share accounted for by the Co‐operative Bank, possibly as a consequence of the introduction of its ethical policy, some of the implications of which are discussed.
Japanese Financial Services Organizations
Authors: Turner Paul
Published: July 2002

By the late 1980s, Japanese business corporations had achieved international competitive advantage in several industry sectors and the strategies of the Kaisha were frequently analysed as sources of good practice. In the financial services sector, such a strategy of international market penetration had led to Japanese banks becoming the largest in the world. By 1993, however, the strategies of the financial services organizations were somewhat different. Retrenchment was as prevalent in the 1990s as had been diversification and expansion in the 1980s. Summarizes these contrasting positions and describes a broad spectrum of business experiences for the period 1985 to 1993.
Benefit Segmentation Using Service Quality Dimensions
Authors: McDougall Gordon H.G. , Levesqu Terrence J.
Published: July 2002

Effective segmentation is a challenge for financial service managers.
Investigates the use of service quality, convenience, and
competitiveness as a basis for benefit segmentation. Identifies two
segments, a performance driven segment that in the retail bank sector is
primarily interested in having the bank “get it right the first
time” and a convenience driven segment that wants location. An important
benefit for both segments was competitive rates. Results indicate that
the segments differ with respect to evaluation of their main financial
institution and satisfaction levels.
Credit Card Possession and Other Payment Systems
Authors: Delener Nejdet , Katzenstein Herbert
Published: July 2002

Explores the socioeconomic and demographic characteristics of Asian and
Hispanic credit card holders. Outlines a conceptualization of the
relationships between alternative payment systems and various
demographic and behavioural variables, which may serve as a preliminary
theoretical framework for analyses of payment systems. Discusses the
implications and their importance to marketers.
Distribution of Life Assurance and Investment Products
Authors: Laing Angus W.
Published: July 2002

The Financial Services Act (FSA) has had a major impact on the
distribution strategies of life assurance companies in Britain. In
particular it has led to a shift away from reliance on a single
independent channel of distribution, towards a multi‐channel approach
with the life company exerting direct control over the distribution
process. The Scottish‐based mutual life companies faced particular
difficulties in responding to the changed environment because of the
particular characteristics of these offices. Examines the particular
responses of the Scottish mutual life companies to the FSA.
Developing an Instrument to Measure Customer Service Quality in Branch
Banking
Authors: Kemal Avkiran Necmi
Published: July 2002

A 17‐item scale emerges following the study to develop an instrument for
measuring customer service quality at trading bank branches, with a
focus on retail banking. The conceptual framework addresses the
psychometric shortcomings of the existing work in service quality
research. A robust research design takes the study through multiple
stages of development where the construct is pretested and piloted; in
the main survey stage, data collection methods are triangulated,
returning 791 completed questionnaires. Analysis of instrument
reliability, dimensionality and validity present gratifying results; for
example, scale alpha is recorded at 0.9249. The instrument can be
applied as part of branch performance measurement, as well as help
diagnose problems in delivery of service, and segment the bank′s
customer base for healthier decision making in marketing.
Marketing strategies of offices of foreign banks in the changing US
financial markets
Authors: Hultman Charles W. , Randolph McGee L.
Published: July 2002

US money and capital markets have changed dramatically over the
past 25 years. Despite the change and uncertainty, lending activities of
branches and agencies continued to expand in US markets through the
early 1990s. The focus of lending by agencies and branches of foreign
banks has been altered to accommodate their overall growth. The largest
relative gain in loan activities of foreign banks has been in real
estate and business loans. In addition, loans to other financial
institutions have declined in relative terms. The change in lending
activities is consistent with what has been termed a
commercial‐industrial strategy, one of several unique marketing
strategies that have been employed by major US banks.
The impact of deregulation on the UK building society branch
network in the 1990s
Authors: Nellis Joseph , Lockhart Terry
Published: July 2002

Against a background of deregulatory change both within the UK and
the broader European context, examines the future prospects for building
society branch networks. Identifies the important determinants of change
and discusses: technological innovations, the need for greater
profitability, the threat from non‐bank retailers and the impact of the
single European market. Discusses the implications of these processes
and their possible effect on the future of building society branch
networks. Focuses on practical strategic and management issues examining
the implications of change for the recruitment and retention of branch
staff, staff training and development, the status and role of branch
managers and the measurement of branch performance.
Network management and the branch distribution channel
Authors: Greenland Steven J.
Published: July 2002

Discusses the revolution in the distribution of financial services,
the main benefits of telephone banking and emphasizes the continuing
importance of the branch channel. Presents a framework for understanding
the different spatial scales involved in the “marketing of
place” in this industry sector along with a description of the
scope of network management activities. Provides considerable detail
concerning recent physical transformations of branch networks, focusing
specifically on the changing size, role, appearance, spatial arrangement
and structure of this key distribution channel. These network
adjustments have created significant savings for institutions and will
continue in pursuit of optimum network morphology.
Distribution strategy in the life and pensions market
Authors: Shelton David
Published: July 2002

Examines changes in the life and pensions industry in the UK with
particular regard to distribution. Reviews changes at the industry and
product level and the major impacts these have had on customer attitudes
and service and the way in which distribution strategies have failed to
put the customer first over the past 20 years. Argues that new entrants
have changed the benchmarks for distribution in terms of productivity
and customer orientation and that existing companies and distribution
channels will face an increasingly difficult challenge to remain
competitive. Concludes that there will be rationalization of the life
and pensions industry and, along with it, a shift towards more
acceptable and innovative forms of distribution with traditional direct
sales being the major loser and bancassurance and direct writing being
the main winners.
Executive forum
Authors: Hughes Malcolm
Published: July 2002

Argues that branch security systems have to be designed to balance
a number of often conflicting requirements since a totally secure branch
could be created, but it would be impossible to operate as a retail
unit. There are, nevertheless, significant technical developments in the
security industry concerned with a range of electronic and physical
devices for use at branch level and there is no doubt that these have a
significant effect on deterring robbery. There is a need, however, for
higher standards of co‐operation between financial services
institutions, manufacturers and installers of branch systems and the
various regulatory authorities.
Executive forum: private banking in Europe
Authors: Sherwood T.J.
Published: July 2002

The European private banking industry is facing unprecedented
levels of strategic and operational change. The 1994/95 edition of the
Price Waterhouse European Private Banking Survey sought the
views of 70 leading private banks on the principal issues and
opportunities, including the specific views of their chief executives.
Explores the areas of strategy, clients, products technology and
profitability in the context of achieving profitable and sustainable
growth.
The pricing of bank payments services
Authors: Drake Leigh , Llewellyn David T.
Published: July 2002

Analyses alternative forms of pricing and pricing strategies of
bank payments services and reports the results of an international
survey of pricing practices in 11 countries. Makes a distinction between
implicit and explicit pricing and, in the context of British banks′
policy of implicit pricing for personal accounts maintained in credit,
compares the pricing practice of British banks and those in other
countries. Considers how each compares with optimal strategies indicated
by the theoretical analysis. Finds that British banks are alone in not
making explicit charges for payments services which is sub‐optimal:
there is no incentive for customers to economize on their use of current
account; this induces behaviour which raises the costs of banks, and
there is no incentive for consumers to use cheaper forms of payment
media. Implies a structure of cross‐subsidies which is unlikely to be
sustainable in a more competitive market environment.
Bank image: exposition and illustration of correspondence analysis
Authors: Yavas Ugur , Shemwell Donald J.
Published: July 2002

Correspondence
analysis is a data analysis technique for the graphical display of
contingency tables and multivariate categorical data. Describes the
technique and illustrates its application in assessing the images of
banks. Discusses the implications of the empirical study.
Bank‐corporate client “partnership” relationship: benefits and life cycle
Authors: Zineldin Mosad
Published: July 2002

Describes the concept of the bank‐corporate “partnership” relationship, the benefits of this relationship for the bank and the firm, and the life cycle of the relationship. Shows how banks can establish, maintain, and enhance ongoing long‐term multi‐service partnership relationships with corporate clients. Four stages of the partnership relationship life cycle (PRLC) have been identified and discussed: the early stage, the development stage, and long‐term stage, and the final stage or ongoing partnership stage. PRLC suggests strategic guidelines for managing and adjusting the product/service and the relationship through the different stages of the life cycle. It requires the banker to make specific efforts to establish and develop a high quality service/product mix. Suggests that a differential strategy will be of great interest to those banks with the strongest capability to differentiate their product/service mix. The bank should understand the process and stages of the relationship of the life‐cycle. Finally, it should continually audit its relationship with each corporate client at each stage in the life cycle.
Customer defection: a study of the student market in Ireland
Authors: Colgate Mark , Stewart Kate , Kinsella Ray
Published: July 2002

Relationship marketing stresses that relationships, and not just transactions, should be the focus of marketing strategy. Part of the rationale for this lies in retention economics which are thought to be particularly powerful. Recent literature suggests that reduction of the defection rate can increase profits far more than growth in market share, better margins and other factors usually associated with competitive advantage. This paper reports the findings of a detailed analysis into the defection rate of university student accounts from financial service organizations throughout Ireland. University students’ accounts are a particularly illustrative case study since, a priori, their lifetime value, in terms of future revenue streams, have the potential of being greater than that of many other customer types. This paper then discusses defection issues and then presents evidence from the survey. Finally, the policy and strategic implications are examined.
Corporate and generic identities: lessons from the Co‐operative Bank
Authors: Wilkinson Adrian , Balmer John M.T.
Published: July 2002

In recent years corporate identity has become a fashionable and much talked about, if little understood, management process. Provides a brief overview of the literature on corporate identity and discusses the importance of corporate identity in UK banking. Examines the historical evolution of the Co‐operative Bank’s identity and its attempts to position itself within the context of two generic identities; that of the Co‐operative Movement and the generic identity of the banking industry. Argues that the Co‐operative Bank has achieved differentiation by drawing on the philosophy of the Co‐operative Movement ‐ a generic identity ‐ in order to position itself within the generic identity of the banking industry. Senior managers having responsibility for an organization’s corporate brand might usefully contemplate on Balmer’s assertion that organizations, in examining their past sometimes find their future.
Islamic banking: a study in Singapore
Authors: Gerrard Philip , Barton Cunningham J.
Published: July 2002

Establishes that, in Singapore, which has a minority of Muslims in its population, both Muslims and non‐Muslims are generally unaware of the culture of Islamic banking. Also the two separate groups have different attitudes towards the Islamic banking movement, with the degree of difference depending on the nature of the respective matter put to them. For example, when asked what they would do if an Islamic bank did not make sufficient profits to make a distribution in any one year, 62.1 per cent of Muslims said they would keep their deposits within the Islamic banking movement, while 66.5 per cent of non‐Muslims said they would withdraw their deposits. In relation to bank selection criteria, there was general accord as between Muslims and non‐Muslims on the rating of the various criteria. Five significant differences were noted, the most relating to “being paid higher interest on savings”. The desire to be paid higher interest was far stronger with non‐Muslims.
Using hierarchical information integration to examine customer preferences in banking
Authors: Ülengin Burc
Published: July 2002

The process of choosing a bank has been studied for several decades through different approaches. This paper presents a bank choice analysis designed to assess the usefulness of the hierarchical information integration method which involves measuring individual preferences. The substantive conclusions of this study are that, on average, respondents prefer the extended loyalty programs, the continuous information flow from the bank, the off‐site ATMs, the maximum five‐minutes waiting time in the branches and a simple application for all the accounts the bank offers. In terms of higher‐order decision constructs, delivery channels and customer relations have the strongest influence on the respondents’ preferences. The results suggest that hierarchical information integration may be a potentially useful method for bank managers to study complex decision‐making problems such as bank choice.
Bank lending and the environment: policies and opportunities
Authors: Thompson Paul
Published: July 2002

Recently bankers have come to realise that banking operations, especially corporate lending, affect and are affected by the natural environment and that consequently the banks might have an important role to play in helping to raise environmental standards. Although the environment presents significant risks to banks, in particular environmental credit risk, it also perhaps presents profitable opportunities. Stricter environmental regulations have forced companies to invest in environmentally friendly technologies and pollution control measures and in turn generated lending opportunities for bankers. This article examines the lending policies of a sample of UK banks with respect to the environment, focusing on issues of environmental risk management, market segmentation and the exploitation of marketing opportunities. The research found that while the banks are placing considerable emphasis on environmental risk management in their corporate lending operations, there is little evidence of them harnessing the opportunities presented by the “greening” of industry.
Consumer trade‐offs among mortgage instrument variables
Authors: Talaga James A. , Buch Joshua
Published: July 2002

With the development of increasingly complex mortgage instruments, the process by which consumers choose among these instruments also increases in importance. The real estate literature does not address how consumers of mortgage instruments make tradeoffs among the different instruments. The study controlled for interest rates, and looked at five variables: number of points, additional fees, reputation of lender, type of mortgage (FRM vs. ARM), and term in years of mortgage. Using conjoint analysis it is found that consumers do indeed have different preferences for different mixes of mortgage instruments. It is suggested that mortgage instruments can be tailored to different market segments of borrowers.
Service quality in the banking industry: an assessment in a developing economy
Authors: Angur Madhukar G. , Nataraajan Rajan , Jahera John S.
Published: July 2002

Examines the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. Based on data gathered from customers of two major banks, overall results support a multidimensional construct of service quality and suggest that the SERVQUAL scale provides greater diagnostic information than the SERVPERF scale. However, the five‐factor conceptualization of SERVQUAL does not seem to be totally applicable, and no significant difference was found in the predictive ability of the two measures. Further, although SERVQUAL and SERVPERF have identical convergent validity, SERVPERF appears to have higher discriminant validity than SERVQUAL.
Employee commitment in retail banking: identifying and exploring hidden dangers
Authors: Durkin Mark , Bennett Hadyn
Published: July 2002

Through literature review and empirical research conducted with employees of a large retail bank, three different types of employee commitment (internalised commitment, identification commitment and compliance commitment) are defined and explored. It is argued that high levels of internalised commitment are essential for the successful implementation of the emerging relationship banking strategy. The research reveals the worrying finding that employees show unexpectedly low levels of internalised commitment, coupled with higher than expected levels of compliance commitment. Combined with respondents low intention to leave, the case bank seems to have many employees who, while reluctant to leave, seem at best unable, and at worst unwilling to embrace new change initiatives and who consequently show low levels of identification with the values of the organisation. Implications for internal marketing and relationship banking are discussed.
Adoption of Internet banking by Australian consumers: an empirical investigation
Authors: Sathye Milind
Published: July 2002

Quantifies the factors affecting the adoption of Internet banking by Australian consumers. The sample for this survey was drawn from individual residents and business firms in Australia. Shows that security concerns and lack of awareness about Internet banking and its benefits stand out as being the obstacles to the adoption of Internet banking in Australia. Suggests some of the ways to address these impediments. Further suggests that delivery of financial services over the Internet should be a part of overall customer service and distribution strategy. These measures could help in rapid migration of customers to Internet banking, resulting in considerable savings in operating costs for banks.
Organizational learning practices in the project management environment
Authors: Kotnour Tim
Published: July 2002

Describes the organizational learning practices in a project management environment to ensure project quality. The project management and organizational learning processes are described using the plan‐do‐study‐act (PDSA) cycle from quality management. Data from a survey of practicing project managers support the theory that organizational learning practices are associated with project knowledge, which is associated with project performance. Project knowledge is associated with learning that occurs both within and across projects. Managers can use this research to develop specific strategies to increase project success through learning. Researchers can use the results to understand how learning occurs in project environments. Implications are provided for project managers to use in focusing the learning activities of a project team.
Quality management implementation in Russia
Authors: Dickenson R.P. , Campbell D.R. , Azarov V.N.
Published: July 2002

This paper assesses the current knowledge and perceived needs of the key actors in quality management in Russia and examines various strategies for change, in the context of both present Western thinking and the local economic situation and cultural traditions. Three quality management approaches already tested in Russia, namely, third party certification, self‐assessment and a Russian/Western hybrid model, all have significant drawbacks. The priority must be for the creation of an educational and institutional infrastructure for quality management. The conclusions in this paper are also relevant to the other republics of the former Soviet Union and East European countries.
Levels of satisfaction among Asian and Western travellers
Authors: Choi Tat Y. , Chu Raymond
Published: July 2002

Given the rapidly changing profile of travellers, in terms of their nationality, this study investigates Asian and Western travellers’ perceptions about the service quality of Hong Kong hotels. Using a principal component factor analysis with a VARIMAX rotation technique, this study identifies seven hotel factors out of 33 hotel attributes and determines the levels of satisfaction among Asian and Western travellers. The seven hotel factors derived from factor analysis are: staff service quality, room quality, general amenities, business services, value, security, and IDD facilities. The results from the regression analysis suggest that Asian travellers’ overall satisfaction is primarily derived from the value factor, whereas their Western counterparts are influenced by the room quality factor. This study is strategically and managerially important to the Hong Kong hotel industry. Using the results of the study, hoteliers can focus their efforts to provide quality service and facilities that their Asian and Western customers perceive as being important and as having high value.
Markovian availability modeling for software‐intensive systems
Authors: Tokuno Koichi , Yamada Shigeru
Published: July 2002

It is important to take into account the trade‐off between hardware and software systems when total computer‐system reliability/performance is evaluated and assessed. Develops an availability model for a hardware‐software system. The system treated here consists of one hardware and one software subsystem. For the software subsystem, in particular, it is supposed that: the restoration actions are not always performed perfectly; the restoration times for later software failures become longer; and reliability growth occurs in the perfect restoration action. The hardware‐ and software‐failure occurrence phenomena are described by a constant and a geometrically decreasing hazard rate, respectively. The time‐dependent behavior of the system is described by a Markov process. Useful expressions for several quantitative measures of system performance are derived from this model. Finally, numerical examples are presented for illustration of system availability measurement and assessment.
The roles of TQM and BPR in organisational change strategies: a case study investigation
Authors: Hill Frances M. , Collins Lee K.
Published: July 2002

The aim of this study, which followed two prior postal surveys, was to explore in detail, the roles of incremental improvement typified by TQM, and radical innovation in the form of BPR, in organisational change strategies. The empirical research comprised six in‐depth case studies, the selection of the case organisations being purposive rather than on a representative basis. The key research questions that shaped the empirical research, emanated from the prior research and from extensive reviews of relevant literatures, which had raised many questions. It was found that, at the case organisations, TQM and BPR were regarded as complementary approaches to organisational change rather than being mutually exclusive, as some writers have suggested. Also, it was found that many of the lessons and experiences gained from TQM, were fundamental in designing and implementing new processes. In general, the change profiles of the six case organisations resembled the episodic pattern identified by Orlikowski and Tyre (1993) rather than the “‘big bang”’ approach advocated by Hammer (1990). The merits of the former are explored. Because of the limitations of the research methodologies employed, the authors acknowledge the need for further investigation into the roles of TQM and BPR in organisational change strategies.
Measurement of quality in Saudi Arabian service industry
Authors: Jannadi Osama A. , Al‐Saggaf Hamed
Published: July 2002

Quality problems in the service organization are the result of the mismatch between prior expectation and perceived quality of the service. Each organization will attempt to determine the requirements of its customers and translate these requirements into product and delivery process specifications. This paper examines a particular electric company (SCECO‐East), a typical service provider in Saudi Arabia, in which service quality is a distinguishing feature of primary importance. It describes a detailed survey and analysis in the light of the model put forward by Parasuraman et al. It utilizes SERVQUAL for measuring customers’ perceptions of service quality. The study revealed that SCECO‐East scored high in tangibles dimension but low in features of responsiveness and reliability. In addition, while the performance of SCECO‐East was acceptable to all customer categories, service quality was perceived differently by various types of customers, with reinforcement and commercial customers awarding SCECO‐East even lower ratings than other customers did.
A decision support system for applying failure mode and effects analysis
Authors: Puente Javier , Pino Raúl , Priore Paolo , de la Fuente David
Published: July 2002

This study describes an alternative way of applying failure mode and effects analysis (FMEA) to a wide variety of problems. It presents a methodology based on a decision system supported by qualitative rules which provides a ranking of the risks of potential causes of production system failures. By providing an illustrative example, it highlights the advantages of this flexible system over the traditional FMEA model. Finally, a fuzzy decision model is proposed, which improves the initial decision system by introducing the element of uncertainty.
The true motives behind ISO 9000 certification
Authors: Gotzamani Katerina D. , Tsiotras George D.
Published: July 2002

This paper tests and proves empirically the dramatic effect that an organisation’s true motives towards ISO 9000 certification may have on its future effectiveness and value to the certified companies. The paper reveals the true motives behind ISO 9000 certification for 85 large Greek companies and statistically tests their relationship with: after‐ISO performance and performance improvement in eight basic TQM categories; and the overall benefits gained from certification. The paper also reveals the real quantitative and qualitative “results” that these companies had from the standards implementation, addressing one main deficiency of the standards, which is the absence of requirements related to real “results” in the organisations. Finally, factor analysis is applied in both certification motives and benefits, revealing the main factors/categories of both, and their in‐between relationship.
The development of total quality management in Thai manufacturing SMEs
Authors: Tannock James , Krasachol Ladawan , Ruangpermpool Somchai
Published: July 2002

Total quality management (TQM) has been applied widely in developed countries, and now appears to many as a precursor of the broader concept of business excellence. By contrast, in developing countries ISO 9000 series standards have been the focus of quality management development, and TQM is a new and challenging concept. TQM companies are rare, and with few exceptions are subsidiaries of larger multinational organisations. Examines the progress of four Thai SMEs attempting to implement TQM over a two‐year period, assisted by a facilitator and a “model company”. Relevant literature is briefly reviewed and issues of particular relevance to SMEs discussed. The efforts, problems, barriers and progress of the companies are described. The relative success of the companies was found to be related in large part to management and information issues, which are discussed.
Sustaining quality in the UK public sector
Authors: McAdam Rodney , Reid Renee , Saulters Robbie
Published: July 2002

The principles of TQM are becoming increasingly important in the public sector due to demands for increased levels of stakeholder satisfaction and government cost reduction and performance programmes. The aim of this paper is to investigate how the principles of total quality management (TQM) are being sustained in the UK public sector by contributing to improved performance levels. Six quality frameworks, which incorporate to various degrees the principles of TQM and which are applied in public sector organisations, were chosen for the study. The research methodology involved focus groups, a survey questionnaire and semi‐structured interviews. The questionnaire response rate was 62 per cent, involving 163 public sector organisational responses. The results indicate that quality frameworks play a key role in improving organisational performance over time. Furthermore, the business excellence model (BEM) and Investors in People (IiP) model were seen as providing a suitable range of improvement mechanisms and performance measures which were relevant to the public sector.
Construction Quality Assurance: Problems of Implementation at Infancy
Stage in Singapore
Authors: Sui Pheng Low , Kok Hwa Goh
Published: July 2002

Although quality assurance (QA) was introduced more than a decade ago in
the UK, the implementation of QA systems in the Singapore construction
industry is still a relatively new phenomenon. While QA is now slowly
making its presence felt in the Singapore construction industry over the
past two years, there has been a lack of study of the problems faced by
practitioners in implementing QA for building projects at its infancy
stage in the industry. Examines the problems faced during this infancy
stage and draws lessons therefrom.
Quality Assurance and Quality Control for the Planned Konrad Repository
Authors: Brennecke Peter , Beckmerhagen Ingo
Published: July 2002

In Germany radioactive waste with negligible heat generation, i.e. LLW
and ILW, is planned to be disposed of in the Konrad repository. The
construction and operation of this disposal mine necessitates quality
assurance (QA) and quality control (QC) programmes focusing on the
above‐ground and underground facilities as well as on the waste packages
to be disposed of. The QA organization provides a division of this
facility into three areas with different requirements on the measures to
be taken. For classification of systems and companies the results of the
safety assessment, in particular of the incident analysis, are used.
The waste package QC, i.e. the fulfillment of waste acceptance
requirements, is either to be performed by checking the waste producer’s
documentation and carrying out random tests or by qualifying and
subsequently inspecting the waste conditioning process.
Symmetry of the Comparative Two‐sample Tests for Censored Reliability
Data
Authors: Bohoris G.A.
Published: July 2002

Summarizes part of the work carried out to date on the two‐sample
problem with censored data in the context of reliability and maintenance
optimization applications. For this purpose, non‐parametric two‐sample
tests for censored data are discussed and their regular usage in common
engineering problems is reviewed. Calculation aspects of the generalized
Wilcoxon statistics are detailed and a specific framework is set up for
the hypothesis testing procedures involved.
The development of credit scoring quality measures for consumer
credit applications
Authors: Leonard Kevin J.
Published: July 2002

Presents a set of quality measures which can be used to evaluate
the effectiveness of credit scoring models. These measures comprised
standard performance statistics in order to ensure widespread
applicability. Calculates quality measures for actual scoring models in
place at a Canadian bank.