bluuebunny/crossref_metadata_2025 huggingface dataset:
Towards a new model of success and performance in SMEs
Authors: Simpson Mike , Padmore Joanne , Newman Nicki
Published: April 2012

Purpose

The purpose of this study is to develop an academic theoretical framework relating success and performance in small and medium‐sized enterprises (SMEs) so that future research could be carried out to identify the critical success factors (CSFs) for SMEs.

Design/methodology/approach

The research used a literature review, in‐depth interviews with owner‐managers of SMEs and a knowledge elicitation exercise was carried out based on the experience of the researchers and on the interviews with owner‐managers.

Findings

A new academic conceptual model was developed linking CSFs, definitions of success and performance to the characteristics of the business environment, the characteristics of the owner‐manager and the characteristics of the business. The relatively new idea that feedback on performance in the model could modify the strategic/tactical behaviour of the SME owner‐managers was introduced.

Research limitations/implications

The many research problems posed by performance studies aimed at establishing CSFs in SMEs are still present in the current framework but a longitudinal research methodology could be employed to avoid these problems in future research.

Practical implications

The theoretical framework offers a different way forward for both practitioners and business advisors in thinking about those factors that may be critical for success in SMEs.

Originality/value

This is a new framework that can be used to inform thinking and research design in the area of performance measurement and success.
Family business management
Authors: Gurd Bruce , Thomas Jill
Published: April 2012

Purpose

The interaction of the chief financial officer (CFO) with family and non‐family managers is important for the financial management of a family business to maximise wealth creation within the business. This paper explores the role and the possible conflict with managers from the family.

Design/methodology/approach

A mixed method is used combining interviews of CFOs, CEOs and a telephone survey of CFOs in Australia. Three propositions are tested.

Findings

Surprisingly, the authors find no evidence that there is substantial role conflict as has been found in previous research. Relationships with the family CEO and other family and non‐family managers are usually positive. Commitment to the business from the family and strong support from the CEO are identified as making the CFO's job easier. Conflict with external accountants appears to be minimised as external accountants usually focus on the management of personal financial affairs and taxation issues while the CFO focuses on business financial management.

Research limitations/implications

The sample is Australian and relatively small.

Practical implications

The contribution of the CFO will be optimised by giving them the opportunity to move out of the “bean counter” role to a more strategic financial management position.

Originality/value

There is limited empirical evidence relating to the role of the CFO in the family business.
Performance drivers of serial entrepreneurs
Authors: Kirschenhofer Florian , Lechner Christian
Published: April 2012

Purpose

This paper aims to focus on the role of team and entrepreneurial experience for firm performance of serial entrepreneurs in the multi‐media industry.

Design/methodology/approach

The research assumes that serial entrepreneurs have certain advantages over novice entrepreneurs, such as the development of effective start‐up teams and entrepreneurial experience effects. Disadvantages, however, are also mentioned in the literature, and these are assumed to out‐balance the advantages, leading to mixed research findings. The hypotheses are tested on a sample of 52 European multimedia companies.

Findings

The results show a positive impact of relevant entrepreneurial experience and evidence both team advantages as well as disadvantages. Team diversity had a positive impact on performance while the extent of repeated partnerships (or relative team stability) had a negative impact on performance. Moreover, entrepreneurial experience helps to build better diverse teams but has no impact on repeated partnerships.

Research limitations/implications

The degree of experience of serial entrepreneurs in the same industry matters, and suggests that more experience is better. The findings challenge a general assumption about serial entrepreneurs: that the building of superior teams creates performance differences. Team diversity drives performance and the study could also show that habitual entrepreneurs are better in building diverse teams (through a positive moderation of team diversity by entrepreneurial experience). However, relying heavily on previous partners is counter‐productive. Limitations of this study are due to self‐reported data, small sample size and survivor bias.

Practical implications

Entrepreneurs need to focus on opportunities and resource needs linked to these opportunities, and use their experience to build stronger teams but to resist the temptation of replicating perceived past success formula by over‐relying on previous partners. The latter is also important for stakeholders in the entrepreneurial venture.

Originality/value

This paper tests various assumptions and propositions about serial entrepreneurship that are rarely based on sound evidence. The role of entrepreneurial experience to build better diverse teams and the role of repeated partnerships constitute an original contribution to habitual entrepreneurship research.
Applying entrepreneurial orientation to a medium sized firm
Authors: Vora Davina , Vora Jay , Polley Douglas
Published: April 2012

Purpose

The purpose of this study is twofold. First, the authors aim to investigate the applicability of the five (EO) dimensions of autonomy, innovativeness, risk taking, proactiveness, and competitive aggressiveness to a medium‐sized firm. Second, the research seeks to explore firm processes leading to the development of entrepreneurial orientation (EO) in a medium‐sized domestic US firm. Thus, it endeavours to examine the applicability of EO dimensions as well as the processes by which EO arose in the focal company.

Design/methodology/approach

The authors use a multi‐method approach entailing analysis of archival data as well as semi‐structured interviews of executives to examine the applicability of EO dimensions as well as the processes associated with the development of EO to a medium sized firm competing in a Midwestern US market. Such an in‐depth analysis of one firm provides rich data, enabling the exploration of EO using qualitative methods.

Findings

While the medium‐sized domestic US business had high levels of autonomy and proactiveness, it exhibited moderate levels of innovativeness and risk‐taking, and only a low level of competitive aggressiveness. Furthermore, the analysis suggests that organizational artifacts facilitate the development of EO and support organizational culture. Specifically, the organizational artifacts of having an ESOP, a flat hierarchy, inter‐unit coordination, and customer communication facilitated EO, and reinforced the organizational culture aspects of empowerment, openness, teamwork, quality services, customer satisfaction, and adaptability.

Originality/value

This study is among the first to examine all five EO dimensions as well as to use qualitative methods to do so. It also illustrates how EO applies to medium‐sized firms, and identifies processes by which these dimensions develop.
Investor relations beyond financials
Authors: Hoffmann Christian , Fieseler Christian
Published: April 2012

Purpose

In this paper, the authors aim to identify a range of non‐financial factors that play a role in the formation of a company's image, and ultimately its valuation, on capital markets. By identifying and highlighting their relative importance to the perceptions of equity analysts, the authors seek to show that investor relations are best understood as a strategic communication function rather than a mere purveyor of pure financials.

Design/methodology/approach

The findings are based on a two‐tiered approach, relying on qualitative interview data collected among 42 equity analysts and a subsequent exploratory factor analysis performed on data obtained from a survey among 134 buy‐ and sell‐side analysts.

Findings

The authors argue that equity analysts consider the following eight categories of non‐financial information when forming an impression of a company: the stakeholder relations of an organization, its corporate governance, its corporate social responsibility, its reputation and brand, the quality of its management, and its strategic consistency. One of the most important factors, however, is the quality of a company's communication, which underscores the strategic role that the investor relations function should play in fostering positive capital market relations.

Research limitations/implications

Being explorative in nature, the categories and scales proposed need further validation. Furthermore, in future research, it would be worthwhile to explore not only the role of non‐financials in image formation but also the interplay between financials and non‐financials in image formation.

Practical implications

Investor relations professionals should consider the factors presented in this study in their work in order to ensure that they cater to the actual information needs of capital market participants. The consideration of non‐financial factors enhances the quality of financial communications. It also enriches the understanding of the strategic communication tasks of the investor relations department.

Originality/value

This paper describes an empirical analysis of the management of corporate relationships with financial audiences, a stakeholder group increasingly focused on by communications research. It represents a contribution to the further establishment of investor relations as a strategic communication function.
Causal linkages among relationship quality perception, attitude, and behavior intention in a membership organization
Authors: Ki Eyun‐Jung , Hon Linda C.
Published: April 2012

Purpose

This study was designed to test two models linking relationship perception, attitude, and behavior‐based involvement in a membership organization. This study helps fill a gap in the relationship management literature by exploring the hierarchy of effects among a strategic public some of whom could be characterized as having low involvement.

Design/methodology/approach

After a couple of pilot tests, a state‐wide mail survey was conducted. As recommended by several studies, the mail survey for this study was included in a packet with a cover letter and a pre‐addressed, pre‐stamped return envelope mailed to 2,100 randomly selected current members of the organization. Of the 2,100 members who received questionnaires, 493 usable responses were collected, resulting in a 23.4 per cent response rate.

Findings

For the four relationship quality dimensions used in this study – i.e. control mutuality, satisfaction, trust, and commitment – current members' perceptions of relationship trust and commitment positively influenced their attitudes toward the organization. More importantly, this study demonstrates that the public's perception of commitment can also directly engender supportive behavior toward the organization among members of a key public.

Originality/value

This study was designed to empirically test two models that link relationship quality perceptions, attitude, and behavioral intentions with members in a membership organization based on their levels of involvement. By testing a model of standard sequential order (relationship perceptions → attitude → behavioral intentions), this study found that the originally tested model met the criteria. However, the model was revised based on the modification index and theoretical justification. A new path directly connecting commitment of the relationship quality outcomes to behavioral intentions was added.
Inter‐organisational post‐crisis communication
Authors: McDonald Joanna , Crawford Isabella
Published: April 2012

Purpose

This paper aims to analyse the post‐crisis communication response of the UK oil industry both from a management and employee perspective following two major helicopter incidents in 2009. The purpose of this paper is to develop further understanding of the merits of a cross‐industry post‐crisis communication strategy for certain crisis types.

Design/methodology/approach

This research is a single case study focusing on the Helicopter Task Group (HTG). Thirteen members of the HTG were interviewed and 250 questionnaires distributed to the workforce. Results were analysed against a literature review of current post‐crisis communication theory.

Findings

The study demonstrates that where a crisis is deemed to genuinely cross company boundaries, an inter‐organisational approach to post‐crisis communications is of mutual benefit to all stakeholders, providing certain conditions for dialogue are met.

Research limitations/implications

This paper only focuses on one crisis event. Further research is required with other inter‐organisational groups formed to lead a cross‐industry response to a crisis.

Practical implications

This case study provides a model for cross‐industry pre‐crisis planning and post‐crisis renewal strategy where the aim is not to attribute blame, but to respond to a wider community of concerns and issues that are deemed to cross company and institutional boundaries.

Originality/value

The research demonstrates that the process of rebuilding stakeholder relationships and renewal is possible prior to any formal attribution of blame or apology.
Assessing the effect of industry clockspeed on the supply chain management practice‐performance relationship
Authors: Chavez Roberto , Fynes Brian , Gimenez Cristina , Wiengarten Frank
Published: April 2012

Purpose

The purpose of this research is to examine the effect of industry clockspeed on the relationship between supply chain management (SCM) practices, from both upstream and downstream sides of the supply chain, and SCM performance.

Design/methodology/approach

The study is based on a questionnaire sent to manufacturing companies in the Republic of Ireland. The relationships between the constructs are analysed through regression analysis.

Findings

The results suggest that the relationship between SCM practices and SCM performance is not monotonic across varying levels of industry clockspeed. Although mixed support was found for the hypothesized relationships, this research contributes considerably to the theoretical development of the contingency view in the SCM literature.

Practical implications

Managers should be aware that the rate of change in their industries can affect the way SCM practices across the supply chain impact on SCM performance.

Originality/value

The literature review has shown that empirical studies which address the relationship between SCM practices and SCM performance provide mixed results. One possible explanation lies in the contingency theory. This paper contributes to the theoretical development of the contingency view in the SCM literature by showing that industry clockspeed affects the way SCM practices impact on SCM performance.
The influence of supply chain management competency on customer satisfaction and shareholder value
Authors: Ellinger Alexander , Shin Hyunju , Magnus Northington William , Adams Frank G. , Hofman Debra , O'Marah Kevin
Published: April 2012

Purpose

The relationship between supply chain management (SCM) competency and firm performance is not well established empirically. This is largely because proven metrics for quantifying the effects of SCM are scarce. Drawing on the strategic managerial concept of supply chain orientation as a source of competitive advantage, this paper aims to apply three independent sources of secondary data to examine the influence of SCM competency on two important firm performance metrics: customer satisfaction and shareholder value.

Design/methodology/approach

SCM competency is assessed with data from the expert opinion element of Gartner Supply Chain Group's (formerly AMR Research) supply chain top 25 rankings; the American Customer Satisfaction Index (ACSI) database and the recently developed Economic Value Added (EVA) Momentum financial metric are utilized as outcome measures.

Findings

Firms recognized by peers and experts for superior SCM competency exhibit higher levels of customer satisfaction and shareholder value than their respective industry averages.

Research limitations/implications

Further evidence is required to prove causality does exist between these variables. Limitations associated with the use of secondary data restricted the number of top performer firms available for this analysis. Nevertheless, the strong correlations found between SCM competency and two critical firm performance metrics may help senior managers and managers from other functional areas to better understand potential advantages associated with developing greater SCM competency.

Practical implications

The assessment of two metrics that differentiate top SCM performers from their industry competitors may also help SCM professionals to better convey the impact of SCM competency to non‐supply chain managers and external participants in the supply chain whose support and cooperation are critical to the success of process improvement initiatives.

Originality/value

In addition to the study findings, blending qualitative expert opinion, formal customer satisfaction and quantitative financial performance secondary data represents a relatively novel and informative method that responds to contentions that different approaches should be employed to develop a more holistic understanding of SCM.
The impact of supply network characteristics on reliability
Authors: Adenso‐Diaz Belarmino , Mena Carlos , García‐Carbajal Santiago , Liechty Merrill
Published: April 2012

Purpose

As globalisation makes supply networks more complex, the risk of material disruptions increases. Many factors have been considered as affecting the reliability of supply networks. However, no empirical research has been carried out to assess and evaluate the impact of each of these factors on the reliability of supply networks. This paper aims to address this issue.

Design/methodology/approach

A gap in the literature was identified around the evaluation of the impact of supply network design characteristics on reliability. This gap is addressed by performing a full factorial experimental design considering all the factors described in the literature, and then analysing (by using analysis of variance and linear regression models), thousands of theoretical and extreme structures of supply networks, thus allowing the analysis of the influence of each factor on the overall network resilience.

Findings

Results show that network density, node criticality and complexity are significant factors in reducing the reliability of supply networks. In particular, node complexity (i.e. the total number of nodes in the network) was found to have the strongest negative effect on network reliability, while the strongest positive factor was sources criticality (i.e. the level of redundancy of suppliers).

Practical implications

The identification of these factors and their relative impacts on network reliability can serve as a guide for the design of more reliable networks, and to know which are the most important to consider when designed distribution networks.

Originality/value

The paper identifies, from the literature, key factors affecting supply network reliability and evaluates their relative impact. Given the number of factors identified, an extensive Monte Carlo simulation is used for the first time, by considering simple and very complex networks, to allow the testing of the role of each factor in supply network reliability.
Empirical behavioral analysis of project contractors' supply‐chain payment terms
Authors: Long Chen Hong
Published: April 2012

Purpose

Researchers in supply chain (SC) payment management have long sought to understand how project contractors, project owners, specialist contractors, and suppliers behave in the context of negotiating payment terms that improve contractors' SC cash flow.

Design/methodology/approach

Using a single case study approach, semi‐structured interviews with contract and project managers identify behavioral patterns. An analysis of categorical experiments and Spearman's correlation tests on 118 surveys from Taiwanese project contracting corporations generalizes the case findings.

Findings

The findings suggest that payment terms of project owners, specialists, and suppliers have an important impact on contractors' working capital. The findings also reveal that contractors pass project owners' payment terms down to specialists and suppliers, suggesting that contractors' behavior depends on that of the project owners.

Research limitations/implications

This paper generalizes the case findings via surveys, but does not assume that the reported behavior patterns apply to all business enterprises. Future research could triangulate the findings.

Originality/value

This study combines qualitative and quantitative methods to understand how the project owner‐contractor‐supplier (or owner‐contractor‐specialist) triad behaves. Particularly, it focuses on an economic sector – real estate and construction – that receives less research interest than processing or manufacturing.
Green supply chain management practices: impact on performance
Authors: Green Kenneth W. , Zelbst Pamela J. , Meacham Jeramy , Bhadauria Vikram S.
Published: April 2012

Purpose

The aim is to contribute significantly to the first wave of empirical investigations related to the impact of green supply chain management (GSCM) practices on performance. The paper also aims to theorize and empirically assess a comprehensive GSCM practices and performance model. The model incorporates green supply chain practices that link manufacturers with supply chain partners (both suppliers and customers) to support environmental sustainability throughout the supply chain.

Design/methodology/approach

Data collected from 159 manufacturing managers were analyzed using a structural equation modeling methodology. Manufacturing managers provide data reflecting the degree to which their organizations work with suppliers and customers to improve environmental sustainability of the supply chain.

Findings

Generally, the adoption of GSCM practices by manufacturing organizations leads to improved environmental performance and economic performance, which, in turn, positively impact operational performance. Operational performance enhances organizational performance.

Research limitations/implications

As a first wave empirical investigation of the impact of GSCM practices on performance, the study is by necessity exploratory.

Practical implications

Practitioners are provided with a framework for assessing the synergistic impact of GSCM practices on performance. Internal environmental management and green information systems are identified as necessary precursors to the implementation of green purchasing, cooperation with customers, eco‐design, and investment recovery.

Originality/value

A comprehensive GSCM practices performance model is proposed and empirically assessed. The results of this investigation support the proposition that GSCM practices are both environmentally necessary and good business. A structured two‐wave approach to the implementation of GSCM practices is recommended.
The effects of different aspects of ISO 9000 implementation on key supply chain management practices and operational performance
Authors: Prajogo Daniel , Huo Baofeng , Han Zhaojun
Published: April 2012

Purpose

The purpose of this paper is to propose and empirically test a model of different aspects of ISO 9000 implementation in terms of their relationships with three key supply chain (SC) management practices (internal processes, supplier relationships, and customer relationships). In addition, it aims to examine the relationship between the three key SC activities and operational performance.

Design/methodology/approach

Data were collected from 321 middle and senior managers of ISO 9001 certified firms in Australia who were responsible for managing the quality systems in their organizations. The structural equation modelling (SEM) technique was employed using LISREL software to test the research model and the hypotheses in this study.

Findings

The results show that advanced implementation of ISO 9000 is positively related to all three aspects of SC activities (internal, customer, and supplier process management), while supportive implementation is positively related to internal and customer process management. However, basic implementation has no direct influence on any SC management practices. The results also indicate that supplier and internal process management both have a positive effect on operational performance, while customer process management has no significant impact on operational performance.

Practical implications

The results provide key insights for managers on the extent to which different aspects of the implementation of a quality management system would produce benefits for the organization within the SC context.

Originality/value

Despite the central premises of ISO 9000, which are concerned with internal processes and SC management practices, only a few studies have examined this matter to date. The current study seeks to bridge this gap by examining the effect of ISO 9000 implementation on operational and SC management practices that, in turn, will predict the operational benefits within adopting firms.
Getting to know you: reflections on a specialist independent mental health advocacy service for Bexley and Bromley residents in forensic settings
Authors: Palmer David , Nixon John , Reynolds Simone , Panayiotou Anastasia , Palmer Antje , Meyerowitz Ruth
Published: April 2012

Purpose

This paper aims to discuss an audit evaluation of a specialist independent mental health advocacy service based in the London Borough of Bexley.

Design/methodology/approach

The audit included qualitative interviews with ten service users, resident in two specialist forensic mental health and challenging behaviour units. All participants were long‐term in‐patient residents. A number of ethical issues required consideration, in particular respondent confidentiality and informed consent.

Findings

Findings indicate that the service's approach, which combines formal advocacy methods with a proactive ethos, had a positive impact on engagement. The importance of trust in the relationships between advocates and service users was also highlighted by the study and is discussed here. The audit also indicates a significant increase in self‐reported wellbeing, self‐efficacy and empowerment for participants. Given that enhancing personal empowerment is one of the primary objectives of the advocacy service, the positive wellbeing outcomes reported are encouraging.

Research limitations/implications

The paper relies on a small number of individuals. There is no attempt to claim representativeness or endeavour to generalise from the findings.

Originality/value

It is recommended that, in the absence of a comprehensive national evidence base, the advocacy needs of patients in forensic and specialist settings be constantly reviewed. Additionally, further action research, to inform educational material and guides for advocacy in specialist settings, may be beneficial and timely.
Supporting young people with mental health problems: lessons from a voluntary sector pilot
Authors: Thomas Nigel , Pilgrim David , Street Cathy , Larsen John
Published: April 2012

Purpose

The purpose of this paper is to evaluate the introduction of a voluntary sector pilot project to develop innovative mental health services for young people.

Design/methodology/approach

A combination of observation, interview and group discussion with service providers and users was used to build a picture of the relationships between context, mechanism and outcome.

Findings

The project was perceived as successful and beneficial in all three pilot sites, although there were differences of perception as to whether it complemented or challenged existing statutory services.

Practical implications

Learning about what adolescents and young adults with complex mental health needs find helpful may help to develop more appropriate and acceptable services. A mental health service for young people delivered by the voluntary sector offers the opportunity for radical service innovation. Synergy may be achieved as a result of statutory and voluntary sectors working together but the ethos of the voluntary service may challenge that of the statutory services.

Originality/value

The research is original in that it examines the process of introducing an innovative voluntary sector project into an existing traditional service framework.
Need for cognition as a predictor of store brand preferences
Authors: Tifferet Sigal , Herstein Ram
Published: April 2012

Purpose

Store branding has gained much attention from branding researchers, including studies of market segmentation. However, the psychological profile of the store brand consumer is still obscure. The present study investigated the role of “need for cognition” (NFC) in purchasing store brands.

Design/methodology/approach

Participants were 400 students from eight colleges in Israel. The participants represented four cultural groups of different mother tongues: Amharic, Arabic, Hebrew and Russian. All participants reported demographics, NFC, inclination to purchase store brands and the perceived importance of extrinsic brand dimensions (e.g. packaging, country of origin and manufacturer identity).

Findings

NFC was positively associated with the inclination to purchase store brands, even after controlling for demographic variables. NFC was negatively associated with the importance attributed to extrinsic brand dimensions.

Practical implications

Retailers should aim store brands towards consumers with high NFC. In cultures characterized by a lower NFC level, marketing strategies should focus on extrinsic brand image dimensions rather than intrinsic ones.

Originality/value

While many studies have researched the demographic characteristics of the store brand consumer, there is little data regarding his psychological profile. The present study illuminates the role of NFC as one psychological trait that enhances the inclination to purchase store brands. In addition, the study employs a multi‐cultural sample of four cultural groups living in Israel, thus increasing the generalisability of the results.
E‐service quality as antecedent to e‐satisfaction
Authors: Ma̳ Sabiote Carmen , Ma̳ Frías Dolores , Castañeda J. Alberto
Published: April 2012

Purpose

The purpose of this paper is to analyse the influence of culture on the relationship between each of the dimensions of e‐service quality and satisfaction with a web site involving purchase of a tourism service.

Design/methodology/approach

A questionnaire was administered to 300 international tourists (150 British and 150 Spanish) who had purchased a tourism product via the internet. The study employs a structural equation model to analyse the effect of cultural dimensions on the relationship between e‐service quality and online tourist satisfaction. The original data were standardised in order to allow comparison.

Findings

The results show that the influence of the dimensions of service quality on the tourists' satisfaction with their online purchases is moderated by cultural dimensions, namely uncertainty avoidance and individualism/collectivism.

Research limitations/implications

In this study only two cultures are used to analyse the moderating effect of cultural dimensions on the relationship between quality and satisfaction and only two cultural dimensions are analysed.

Practical implications

The key practical implications of the work lie in illuminating the variations in tourist satisfaction when making an online purchase, and understanding the role played by cultural dimensions in interactions with web‐based businesses.

Originality/value

This paper makes progress in the study of the dimensions of the e‐service quality. Furthermore it is a cross‐cultural study which pays attention to the moderating effect of the cultural dimensions on the relationship of each dimension of e‐service quality with satisfaction with the web site.
Web 2.0 applications in government web sites
Authors: Chua Alton Y.K. , Goh Dion H. , Ang Rebecca P.
Published: April 2012

Purpose

The purpose of this paper is to investigate the extent to which Web 2.0 applications are prevalent in government web sites, the ways in which Web 2.0 applications have been used in government web sites, as well as whether the presence of Web 2.0 applications correlates with the perceived quality of government web sites.

Design/methodology/approach

Divided equally between developing and advanced economies, a total of 200 government web sites were analysed using content analysis and multiple regression analysis.

Findings

The prevalence of seven Web 2.0 applications in descending order was: RSS, multimedia sharing services, blogs, forums, social tagging services, social networking services and wikis. More web sites in advanced countries include Web 2.0 applications than those in developing countries. The presence of Web 2.0 applications was found to have a correlation with the overall web site quality, and in particular, service quality.

Research limitations/implications

This paper only covers government web sites in English. Emerging genres of Web 2.0 applications such as mashups and virtual worlds have not been included. Moreover the data were drawn solely from the public domain.

Practical implications

Decision makers and e‐government web developers may benchmark their own efforts in deploying Web 2.0 applications against this study. The numerous exemplars cited here serve as a springboard to generate more ideas on how Web 2.0 applications could be used and harnessed to improve the overall quality of government web sites.

Originality/value

This paper unites two research interests: Web 2.0 and web site quality. It also extends previous studies by investigating the suite of Web 2.0 applications found in government web sites around the world.
The multiple criteria and sub‐criteria for electronic service quality evaluation
Authors: Hsu Tsuen‐Ho , Hung Li‐Chu , Tang Jia‐Wei
Published: April 2012

Purpose

The purpose of this paper is to evaluate multiple criteria and sub‐criteria of e‐SQ with the interdependence perspective, utilising three phases of measurement for the proposed e‐SQ evaluation.

Design/methodology/approach

The paper utilises literature reviews to address the question of interdependence in the context of e‐SQ and constructs an interdependent network structure for e‐SQ evaluation. Then a method and three phases of measurement are proposed that combine the consistent fuzzy preference relations method with the analytic network process (ANP) technique, to evaluate e‐SQ by using senior experts who work at travel web site companies as research participants.

Findings

First, this study discovered the interdependence perspective of criteria and sub‐criteria for e‐SQ evaluation. Second, it was found out that the weights of criteria and sub‐criteria have reverse situations after considering the interdependence perspective. Third, the findings indicate that the interdependence perspective among criteria and sub‐criteria should be taken into consideration, and the authors remind practitioners of the need to implement overall improvements instead of independently addressing each criterion or sub‐criterion of e‐SQ individually.

Originality/value

The authors propose a scientific and systematic method for e‐SQ evaluation that can enable managers of online web sites to determine the important factors, and further to achieve total e‐SQ control management. Moreover the proposed method can deal with imprecise information when evaluating e‐SQ, as well as considering interdependent relationships among factors, and is thus faster and more efficient at addressing the inconsistency problems involved in multiple decision making than conventional methods.
Searching with clustering
Authors: Burt Melissa , Li Liew Chern
Published: April 2012

Purpose

The use of search engines has become increasingly common. While Google has an overwhelming majority of the market share, new and innovative search techniques are being developed. An example of these is the clustering interface used by a number of search engines, whereby results are grouped and visualised according to categories. The purpose of this paper is to examine user perceptions and experience of using clustering.

Design/methodology/approach

In total, 12 Palmerston North City Library (New Zealand) staff members and patrons were recruited and the data were gathered through both observations of a search using a clustering search engine (Carrot2Clustering) and via semi‐structured interviews. The data were analysed according to four themes: features, look and feel, results and clusters.

Findings

The findings from this study revealed that the use of clusters can assist users in the search process in several ways. Evidence was also found to support previous research indicating the importance of labelling the clusters.

Originality/value

This exploratory research provides some insights into users' perceived cognitive load in using a clustering search engine as compared to using a list‐based search engine. The authors explored how searchers compare their overall experience of using clustering search engines to using traditional list‐based engines and the extent to which the clustering presentation influences the progression of a search. The authors also examined the extent to which searchers make use of the feedback a clustering search engine provides to refine, rephrase or redefine their initial search.
Reforming the response to youth crime: from evidence to implementation
Authors: Smith David J. , Utting David
Published: April 2012

Purpose

This paper seeks to argue that there are many failings in current responses to youth crime and antisocial behaviour in England and Wales, which means that the time is ripe for reform.

Design/methodology/approach

This paper summarises the analysis and recommendations of the Independent Commission on Youth Crime and Antisocial Behaviour, which in July 2010 published its report, Time for a Fresh Start, and a book, A New Response to Youth Crime, setting out the evidence on which the report was based. These are considered against a backdrop of failings of the current system and in the context of current cuts in public services.

Findings

The present system in England and Wales fails to resolve the tension between punishment and welfare in a coherent way. It is ineffective in preventing crime and reoffending, it targets the disadvantaged and it is incomprehensible to most young offenders. The Commission proposes that in future restorative justice should be the core of the youth justice system.

Originality/value

The paper argues that a reformed system would exert a stronger influence on young offenders, would be more satisfying to victims and would inspire greater confidence in the general public.
Policing youth anti‐social behaviour and crime: time for reform?
Authors: Newburn Tim
Published: April 2012

Purpose

This paper aims to examine the policing of youth anti‐social behaviour and crime.

Design/methodology/approach

The paper considers the Independent Commission report, Time for a Fresh Start and argues that its analysis would be enhanced by a fuller consideration of the role of the police as gatekeepers to the criminal justice system. As such this represents something of a missed opportunity.

Findings

The paper contends that, like many other reviews of youth justice, and proposals for reform, Time for a Fresh Start says relatively little about policing. As gatekeepers and agenda‐setters for much of the criminal justice system, the police occupy a key position. This paper suggests that reform programmes must focus on the role the police play in regulating the flow of young people into the justice system and, in particular, argues in favour of a constructive reappraisal of the value of “diversion”.

Originality/value

Without considering the role the police play in regulating the flow of young people into the justice system, any programme of reform is incomplete. We need to rehabilitate the idea of “diversion” and to rescue it from the one‐sided picture that became dominant from the mid‐1990s onward.
Alternative models of youth justice: lessons from Scotland and Northern Ireland
Authors: McVie Susan
Published: April 2012

Purpose

Widespread criticism of the youth justice system in England and Wales has resulted in calls for it to adopt a restorative paradigm. This paper seeks to review the historical development of youth justice in neighbouring Scotland and Northern Ireland.

Design/methodology/approach

The historical development of youth justice in Scotland and Northern Ireland is reviewed with a view to learning lessons from these two very different models, compared to the current model in England and Wales.

Findings

It is argued that those tasked with reforming the system in England and Wales must understand the underlying political, cultural and social contexts in which alternative models have developed and satisfactorily resolve the conflicting needs and rights of the offender versus those of the victim, community and wider public.

Originality/value

Transfer of policy and practice from other jurisdictions requires careful consideration of their political, cultural and social contexts but England and Wales may benefit greatly from adopting restorative practices similar to those in Northern Ireland. However, successful implementation will depend on political will and institutional infrastructure.
In search of a youth justice pedagogy? A commentary
Authors: Phoenix Jo
Published: April 2012

Purpose

This paper seeks to look at youth justice (YJ) personnel training and education and the recommendations about it made inTime for a Fresh Start.

Design/methodology/approach

The pedagogic tensions that currently shape YJ training are described – particularly those around the question of instructionalism vs education and what “specialist” means in the context of YJ.

Findings

The paper suggests that the authors of Time for a Fresh Start missed the opportunity to better serve the public and young people's interests by neither acknowledging the pedagogic tensions nor articulating what a “specialist” “YJ” professional training can mean in twenty‐first century England and Wales.

Originality/value

The paper highlights an urgent need for an open debate between academics, practitioners and policy makers about YJ pedagogy.
Support from the Start: effective programmes in pregnancy
Authors: Glover Vivette , Sutton Carole
Published: April 2012

Purpose

The purpose of this paper is to update the evidence for the long‐term effects of the fetal environment on the later antisocial behaviour of the child, and possible interventions.

Design/methodology/approach

The authors present a literature review of recent research on the topic.

Findings

Recent research confirms and extends previous conclusions. The emotional state, alcohol use, smoking and drug consumption of the mother during pregnancy all increase the risk of the child developing antisocial behaviour. Prenatal anxiety may contribute 10‐15 per cent of the attributable load to behavioural outcomes. The Nurse Family Partnership programme remains the only intervention to start in pregnancy and show a long‐term reduction in the child's antisocial behaviour. However, several other interventions are likely to be helpful.

Originality/value

Stress, anxiety and depression during pregnancy are frequently undetected by health professionals and left untreated. Programmes to help with this, together with the reduction of smoking and alcohol consumption, should help reduce later criminal behaviour.
Support from the Start: effective programmes for nine to 13 year‐olds
Authors: Bywater Tracey , Utting David
Published: April 2012

Purpose

This paper aims to review selected effective interventions (available in the United Kingdom) for middle childhood (9‐13 years) to reduce the risk of, or current/subsequent involvement in, anti‐social behaviour and criminality.

Design/methodology/approach

Electronic databases and reviews of evidence‐based effective programmes were searched to identify family, school, child and community programmes that are available in the United Kingdom.

Findings

Despite current public policy emphasis on “early intervention”, there are increasing numbers of effective interventions for this older age range available within the UK. Age‐appropriate risk‐reduction interventions reflect family, school, community, and peer influences.

Originality/value

This paper, read in conjunction with other age‐specific contributions in this volume, demonstrates the growing viability of evidence‐based strategies that support children and their families to reduce known risk factors for behavioural problems, and respond to antisocial and criminal behaviour.
Latest developments in the prevention of crime and anti‐social behaviour: an American perspective
Authors: Fagan Abigail A. , Eisenberg Nicole
Published: April 2012

Purpose

This paper seeks to discuss advances in the prevention of crime and anti‐social behaviours that have occurred in the USA in the last decade.

Design/methodology/approach

The paper outlines significant achievements in the identification of risk and protective factors related to anti‐social behaviours, the design and evaluation of preventive interventions and strategies intended to increase the successful and widespread implementation of these practices. The Evidence2Success model is described as an example of how scientific advances can be utilised by communities to improve youth outcomes at little added cost to taxpayers.

Findings

In a very short time span, much progress has been made in prevention sciences. Spurred in part by federal initiatives and funding opportunities, increasing numbers of preventive interventions have been developed and demonstrated as effective, and methods for disseminating these practices show promise.

Originality/value

These successes can be utilised by other countries to advance prevention science internationally.
Theorizing about the other. Vulnerable groups and strategies for social inclusion in public health policies: a brief account of Brazilian case
Authors: Camargo Ferreira Adorno Rubens
Published: April 2012

Purpose

This paper seeks to address the issue of contemporary vulnerabilities in the context of late capitalism, analysing how policy making directed at the public health system in Brazil has targeted groups that are made visible from an exclusion perspective, whether by their sexual, ethnic, geographic or gender identities.

Design/methodology/approach

The paper analyses the array of public policies behind the construction and development of the Brazilian Unified Healthcare System, confronting them with ethnographic research of practices of care in health services.

Findings

The themes of vulnerability and health are being worked upon within the public health system in Brazil as forms of “inclusion”: discrimination and prejudice are considered one of the aspects of health vulnerability. Government health policies are supporting projects, seminars and methods of facilitating social movements' expression, and also concrete actions towards denouncement of discrimination, which has been criminalized. However, contemporary public health is also a new normative field adapted to the neoliberal market, where risks are individualized and individuals are held responsible for what they do with their bodies.

Originality/value

The focus on both governmental policies and practices of public healthcare in the Brazilian context, highlighting the complexities of the application of risk and vulnerability discourses will be informative not only to scholars in the field of public health, but to practitioners and policy makers alike.