bluuebunny/crossref_metadata_2025 huggingface dataset:
Measuring the impact of inaccurate inventory information on a retail outlet
Authors: Waller Matthew A. , Nachtmann Heather , Hunter Justin
Published: January 2007

Purpose

This research aims to consider the impact of common inventory system inaccuracies that occur in retail outlets on the inventory levels, fill rate, and service level of those outlets by simulating daily customer demand and random error in the inventory system.

Design/methodology/approach

The simulation experiments vary the amount of inventory system error, the frequency of inventory record error correction, the size of the daily demand, the number of days in the replenishment system's review interval, and the replenishment system's customer service level.

Findings

Inventory system error and the frequency with which the error is corrected are statistically significant for fill rate and service level. Thus, inaccuracies in inventory levels affect a retail outlet's ability to service its customers, though at the single SKU level, the results do not indicate a practical impact due to countervailing effects.

Practical implications

Retail outlets must be aware that error exists and can influence the behavior of their replenishment systems, but the overall impact may not be as significant as it might appear.

Originality/value

This research extends prior work on the effects of inventory inaccuracies and clarifies the debate pertaining to their ultimate effects on retail performance outcomes.
The environmental impact of changing logistics structures
Authors: Aronsson Håkan , Huge Brodin Maria
Published: January 2007

Purpose

This paper seeks to address how firms may contribute to environmental improvement through structural changes of their logistics systems.

Design/methodology/approach

A comprehensive literature review discloses the low interest that has been directed to environmental issues in logistics, and findings relevant for structural issues at a firm level are described. Three cases where firms have implemented different types of structural changes to their logistics systems support the analysis.

Findings

A range of different measures to succeed in environmental as well as logistics performance are presented, comprising types of consolidation, logistics standardisation, and IS/IT solutions allowing a vast restructuring of logistics systems.

Originality/value

The discussion about logistics and the environment has mostly revolved around more environmental friendly technological solutions, concerning single firms as well as governmental support for technology development. The structural, more organisational issues, have been addressed on a societal level, where solutions concern infrastructure. There is a need to reduce the amount of transport in general. The paper discusses how logistics systems' environmental performance can be improved simultaneously with a non‐reduction of logistics performance in terms of costs and delivery service.
Predicting teacher absenteeism by personal background factors
Authors: Rosenblatt Zehava , Shirom Arie
Published: January 2007

Purpose

To examine the effects of specific personal and job characteristics on year‐to‐year (2000‐2001) changes in teachers' frequency of absences.

Design/methodology/approach

With few exceptions, the population of elementary‐ and middle‐school teachers in the Israeli public education system (N=51,916) was studied. Hierarchical regression analysis was used.

Findings

Prior absenteeism, age, education, and supervisory position were found to be significant predictors of absenteeism frequency, accounting for about 50 percent of the variance in absence frequency.

Originality/value

This study focuses on relatively stable individual‐difference predictors, including sociodemographic variables and work‐related characteristics, which have been downplayed in the literature. These predictors can be measured more reliably and validly, compared to complex psychological constructs, and are relatively easy to interpret and implement by decision makers.
Successful school principalship in Danish schools
Authors: Moos Lejf , Krejsler John , Kasper Kofod Klaus , Brandt Jensen Bent
Published: January 2007

Purpose

Aims at conceptualizing and investigating the meaning of good school principalship within the space for manoeuvring that is available within the context of Danish comprehensive schools. The paper aims to present findings from case studies of two Danish schools within the frame of reference.

Design/methodology/approach

Outlines the educational context for the Danish schools and gives a short account of the point of departure for the analysis. The perspective in this study is that leadership is about communication, decision making and community building at several levels in schools. In the beginning of the project a series of interviews with stakeholders in those schools was conducted. That formed the basis for the accounts of the first two schools. Later on a number of key stakeholders in the schools were observed and interviewed and that is the basis for the account of the third Danish school.

Findings

The findings show that whilst there is a high degree of consensus amongst the schools and the stakeholders, there are also different points of view. Also shows a pattern of successful leadership communication and community building.

Originality/value

An investigation of the importance and contribution of the principal to the quality of education in Denmark.
Sustaining success in challenging contexts: leadership in English schools
Authors: Day Christopher
Published: January 2007

Purpose

This paper aims to report multiperspective research on ten successful, experienced headteachers working in a range of urban and suburban schools of different sizes (with different school populations and free school meals indices of between 20 and 62 per cent).

Design/methodology/approach

A discussion combining narrative and analysis.

Findings

The research revealed that the headteachers sustained their success by the application of a combination of essential leadership values, qualities and skills and that these enabled them to manage a number of tensions and dilemmas associated with the management of change.

Originality/value

Illustrates that successful headteachers are those who place as much emphasis on people and processes as they do upon product: all had raised the levels of measurable pupil attainments in their schools and all were highly regarded by their peers. A key characteristic among the heads was that all revealed a passion for education, for pupils and for the communities in which they worked that this was recognised and appreciated by them, that they had translated their passion into practice, and that pupils' achievements had increased over a sustained period of time.
Successful school leadership: the Norwegian case
Authors: Møller Jorunn , Eggen Astrid , Fuglestad Otto L. , Langfeldt Gjert , Presthus Anne‐Marie , Skrøvset Siw , Stjernstrøm Else , Vedøy Gunn
Published: January 2007

Purpose

This paper aims to identify what counts as successful school leadership within a Norwegian context.

Design/methodology/approach

The paper uses multi‐site case study methods as a methodological approach. In selecting cases the first strategy included schools appointed as “good practice schools” by the Ministry of Education and Research. The second strategy was to obtain a desired variation based on different factors like school size and structure, rural/urban representation and principals' gender.

Findings

Leadership in the case schools are almost entirely practiced through collaboration and team efforts, and a learning‐centered approach is the focal point for the schools' philosophy as well as for its practice. Respect of the individual student and colleague in the building of professional communities of practice seems to be a guiding norm of conduct. In addition, school leaders that are successful in fulfilling a moral enterprise based on democratic principles and values, manage to deal with the types of dilemmas that are at the core of working with people in a school.

Originality/value

The study shows how successful leadership is an interactive process involving many people and players.
Consumers' perception of risk: the case of beef purchases in Irish supermarkets
Authors: Hornibrook Susan A. , McCarthy Mary , Fearne Andrew
Published: January 2007

Purpose

For supermarkets in the UK and the Republic of Ireland, the strategic importance of own label or retail brands is crucial, with sales of fresh beef almost exclusively sold under the retail brand. Given safety and quality issues, this study seeks to understand pre‐pack consumers' perceptions of risk associated with beef in the Republic of Ireland.

Design/methodology/approach

Building on previous qualitative research, and using a survey methodology and adopting a perceived risk theoretical framework, face‐to‐face interviews with purchasers of pre‐pack beef from supermarkets were conducted in Cork, Waterford and Limerick.

Findings

The results confirm that for these particular beef purchasers, food safety and health issues are still the main concerns. However, perceptions of risk are reduced through loyalty to supermarkets, confirming that the investment by retailers in supply chain policies and strategies has paid off in terms of reducing customers' perceptions of risk associated with food safety.

Research limitations/implications

One limitation of the research is that perceptions of risk and coping strategies are specific to the product category; therefore, results cannot be generalised to other categories.

Practical implications

The findings demonstrate that a more focussed approach to marketing beef could include strategies based upon understanding particular aspects of perceived risk.

Originality/value

A deeper understanding of consumers' risk perceptions and risk reducing strategies is necessary as consumers' perceptions of risk can both respond to and influence the strategies adopted at both firm and industry level. In particular, an understanding of perceived risk is particularly necessary for retailers following an own brand strategy in general.
Marketing communications in planned shopping centres: evidence from the UK
Authors: Warnaby Gary , Bennison David , Davies Barry J.
Published: January 2007

Purpose

This paper investigates brand‐level marketing communications decisions of town centre‐based planned shopping centres in the UK.

Design/methodology/approach

Following exploratory semi‐structured interviews with town centre‐based shopping centre managers, the main stage of the research comprised a postal questionnaire. This investigated two main areas: the nature of the process by which marketing/promotional activities were planned; and the actual “marketing” activities used by respondents (and their perceived importance), with particular reference to marketing communications activities. The questionnaire was administered to shopping centre managers in urban shopping destinations classified as major city, major regional, regional and sub‐regional in the Management Horizons Europe UK Shopping Index – 173 destinations in total across the whole of the UK.

Findings

The results are structured using Shimp's categories of general choices, specific choices and programme evaluation. Regarding general choices (i.e. targeting, objectives budgeting), centre positioning was regarded as very important and key target audiences were general public and media at the local/regional level. Objectives focused on raising centre profile and improving footfall. Centres spent an average of 13.6 per cent of operating budget on promotional activities. With regard to specific choices (i.e. mixing communication elements, creating messages), the most widely used promotional elements were found to be press and radio advertising, events and festivals, leaflets and other promotional literature and also public relations. Evidence of integration between communications elements existed although there is potential for greater synergy.

Originality/value

Research into the marketing of planned shopping centres has been somewhat lacking in comparison to other aspects of their operations. As centres face a more intensely competitive environment, the need for effective marketing and promotion is increasingly acknowledged, and this paper provides evidence of the current use of marketing activities in this context.
Radio frequency identification (RFID) in China: opportunities and challenges
Authors: Lai Fujun , Hutchinson Joe , Zhang Guixian
Published: January 2007

Purpose

RFID has fundamental influences on today's retailing and supply chain management. This article seeks to formulate the opportunities and challenges of RFID adoption in China.

Design/methodology/approach

Field interview and panel discussion were used to explore the opportunities and challenges of RFID adoption in China. An example of successful RFID deployment in China is presented.

Findings

Although Chinese companies are exposed to several challenges in the adoption of RFID, there are numerous opportunities for RFID deployment. Challenges include China's standards, costs, business environment, business models, and untested market. The opportunities include China's huge market size, advances of several industries, a rapid increase in logistics demand, and China's role as a world‐class manufacturing center.

Originality/value

This article represents a pioneer study of RFID adoption in China. Opportunities and challenges of RFID adoption in China were identified, which provide valuable guidance for RFID adoption for Chinese companies and foreign companies operating in China.
The social shaping of electronic metals exchanges: an institutional theory perspective
Authors: Cousins Karlene C. , Robey Daniel
Published: January 2007

Purpose

The purpose of this article is to examine the structures and business models of electronic metals exchanges between 1995 and 2003.

Design/methodology/approach

A dialectical institutional analysis is applied to understand the exchanges’ responses to competing pressures for efficiency and legitimacy.

Findings

Although efficiency is enabled by internet technologies that provide greater information transparency and access, public metals exchanges exhibited less ability to survive than private exchanges. It is argued that private exchanges survived because traders regarded them as more legitimate. Private exchange models allowed existing traditional relationships involving trust and privacy to continue, whereas public exchanges did not.

Originality/value

The institutional analysis complements economic analyses of the role and structure of intermediaries in B2B electronic commerce.
Early determinants of women in the IT workforce: a model of girls' career choices
Authors: Adya Monica , Kaiser Kate M.
Published: January 2007

Purpose

To develop a testable model for girls' career choices in technology fields based on past research and hypotheses about the future of the information technology (IT) workforce.

Design/methodology/approach

Review and assimilation of literature from education, psychology, sociology, computer science, IT, and business in a model that identifies factors that can potentially influence a girl's choice towards or against IT careers. The factors are categorized into social factors (family, peers, and media), structural factors (computer use, teacher/counselor influence, same sex versus coeducational schools), and individual differences. The impact of culture on these various factors is also explored.

Findings

The model indicates that parents, particularly fathers, are the key influencers of girls' choice of IT careers. Teachers and counselors provide little or no career direction. Hypotheses propose that early access to computers may reduce intimidation with technology and that same‐sex education may serve to reduce career bias against IT.

Research limitations/implications

While the model is multidisciplinary, much of research from which it draws is five to eight years old. Patterns of career choices, availability of technology, increased independence of women and girls, offshore/nearshore outsourcings of IT jobs are just some of the factors that may be insufficiently addressed in this study.

Practical implications

A “Recommendations” section provides some practical steps to increase the involvement of girls in IT‐related careers and activities at an early age. The article identifies cultural research as a limitation and ways to address this.

Originality/value

The paper is an assimilation of literature from diverse fields and provides a testable model for research on gender and IT.
From government to e‐government: a transition model
Authors: Davison Robert M. , Wagner Christian , Ma Louis C.K.
Published: January 2007

Purpose

To develop a model that can explain the “government to e‐government” transition process.

Design/methodology/approach

Reviews the literature on and practice of e‐government, as well as the related literature of strategic alignment and maturity models for technology adoption. Offers evidence for the model's validity through case‐type material from the web sites of e‐governments worldwide.

Findings

Six transition paths can be identified, four of which are more likely to result in effective e‐government transition.

Research limitations/implications

Further work is needed to test the validity of the model. This could involve historical and longitudinal studies of the government to e‐government transition process in different governments around the world.

Practical implications

The transition model should be of value to e‐government strategic planners who are seeking possible transition paths towards the effective development of e‐government.

Originality/value

The paper tackles the little investigated topic of the transition process through which governments must go as they shift from traditional government to e‐government.
Making sense of e‐commerce as social action
Authors: Janson Marius , Cecez‐Kecmanovic Dubravka
Published: January 2007

Purpose

To provide a social‐theoretic framework which explains how e‐commerce affects social conditions, such as availability of information and equality of access to information, influences actors' behavior, shapes e‐commerce business models, and in turn impacts industry structure.

Design/methodology/approach

Empirical investigation based on one‐hour interviews with owners/managers of nine vehicle dealerships and six vehicle buyers in a large US metropolitan region. The hermeneutic method of understanding was used, involving a circular process from research design and attentiveness to data, to data collection and interpretation. This circular process exemplified the dialectic relationship between the theoretical framework (derived from Habermas'sTheory of Communicative Action) and empirical data, through which interpretation and theoretical explanations grounded in the data emerged.

Findings

Demonstrates that e‐commerce gives rise to increasing competition among the dealers, decreasing prices and migration of competition to price, decreasing profitability of the average dealer, and erosion of traditional sources of competitive advantage. Moreover, e‐commerce emancipates and empowers vehicle purchasers while reducing the power of automobile dealers.

Research limitations/implications

The research findings focus on the effects of e‐commerce on the automobile distribution industry. However, one could argue that a number of the findings extend to other retailing‐based industries.

Practical implications

The paper illustrates a research methodology that may be useful to study other e‐commerce applications.

Originality/value

This paper illustrates the application of Habermas'sTheory of Communicative Actionto studying the effect of e‐commerce.
Emphasizing technology: socio‐technical implications
Authors: Berg Elisabeth , Mörtberg Christina , Jansson Maria
Published: January 2007

Purpose

This article aims to focus attention on users of information technology (IT), especially mobile telephony. It focuses on what people actually say about mobile technology but also aims to pay attention to what they do not talk about, what is found in the silence, especially with new technology when much can be taken for granted. This latter is, according to Foucault, even more important to understand.

Design/methodology/approach

The research draws on empirical research through 11 semi‐structured interviews and interviews with five focus groups, comprising between four and eight care assistants in each group. The interviews were with three women and three men between 25‐70 years old, five female public sector middle managers and care assistants from five focus groups at social services departments in the north of Sweden. A Foucauldian approach is adopted to interpret the findings and explore how their locations within the circuits of socio‐technical networks engender uncertainty with mobile technology. The present spread of IT reinforces a belief that people are integrated into the circuits of socio‐technical networks.

Findings

The findings suggest, on the one hand, that new technologies like mobile communication can be used to organise our everyday lives, whilst, on the other, there are risks with the new technologies, which can discipline discourses.

Originality/value

These issues are discussed from a sociological and informatics perspective.
Diffusion – or delusion? Challenging an IS research tradition
Authors: McMaster Tom , Wastell David
Published: January 2007

Purpose

This paper seeks to critique the notion of diffusionism.

Design/methodology/approach

The notion of diffusionism provides a general way of understanding innovation and human progress. It is pervasive within IS research and practice. Generically, diffusionism denotes an asymmetrical view of innovation as originating exclusively in “progressive” centres, from which it spreads through an essentially passive recipient community. This model is pernicious, as it privileges an élite few over the majority, with the innovator/imitator dichotomy presented as natural, moral and inevitable. This paper analyses the notion of diffusionism in information systems (IS).

Findings

The failure to find any empirical support for diffusionism reveals both its mythical character and its ideological rationale in lending moral legitimacy to colonialistic projects. Empirical examples demonstrate both the ubiquity of the diffusionist mindset in IS research and practice, and its linkage to pseudo‐colonial activities in the home domain.

Originality/value

The paper concludes by arguing for a more critical approach within IS research on innovation, the use of richer, process‐based theories, and greater partnership with practitioners in order to close the research/practice gap.
Global boundaries, task processes and IS project success: a field study
Authors: Espinosa J. Alberto , DeLone William , Lee Gwanhoo
Published: January 2007

Purpose

The purpose of the paper is to better understand how global boundaries affect global information system (IS) project success and which mediating process variables increase the chance of success.

Design/methodology/approach

Based on the literature on IS success and global teams, an input‐process‐output framework is adopted to develop the research model for the study. This research is based on semi‐structured interviews with 22 global IS project managers. An attribution analysis is used to identify common themes and patterns of the interview results.

Findings

Global IS project managers identified time separation and cultural differences as the most significant barriers to project success. Our findings suggest that effective teams were able to overcome these barriers to achieve success, but this success was achieved through the implementation of special coordination, communication and cognitive processes tailored to help teams overcome global barriers and through considerable additional cost and effort.

Practical implications

This study furthers understanding of the global boundaries affecting global IS project success and the most effective processes that teams use to overcome global barriers.

Originality/value

Despite the increasing attention to global IS work, there is limited understanding of why and how global IS projects succeed or fail. The present study, investigates not only how multiple global boundary variables (e.g. geographic dispersion, time separation, language differences, cultural differences, etc.) affect IS project success, but also which processes teams use to cope with the challenges presented by these global boundaries.
Pubwatch: questions on its validity and a police response
Authors: Pratten John , Bailey Nigel
Published: January 2007

Purpose

The purpose of this paper is to raise some of the criticisms that have been made of the Pubwatch scheme, and seeks to address them.

Design/methodology/approach

The criticisms have all been made by licensees. The responses are the personal views of Inspector Nigel Bailey, a member of the National Pubwatch Steering Committee.

Findings

The dialogue indicates that the scheme has a clear logic, but is still in the process of development.

Research limitations/implications

If Pubwatch is going to assist in the control of anti‐social behaviour, more research is needed to discover what has been achieved around the country.

Practical implications

Anyone involved in the licensed trade, including customers, may feel relieved at the answers to some of these questions, and may feel more inclined to support Pubwatch.

Originality/value

Pubwatch is a recent development, and is largely under‐researched. In addition, the public is often unaware of its existence. Papers such as this are intended to increase awareness and the assess ways of addressing drink‐related ant‐social behaviour.
Hotel management in Cuba and the transfer of best practices
Authors: Cerviño Julio , Bonache Jaime
Published: January 2007

Purpose

The main purpose of this paper is to analyse the management challenges faced by international hotel operators when applying universally accepted management principles to the Cuban hospitality market.

Design/methodology/approach

The authors use both secondary and primary research sources based on fieldwork carried out in Cuba during the first semester of 2003 and a later visit during the months of December 2003 and January 2004. Eight in‐depth interviews were conducted with senior executives of Cuban, Spanish and French hotel corporations.

Findings

The paper presents a scenario where the state's role in the protection of the socialist revolutionary principles, combined with the need to adopt some market‐based management practices, constitutes a singular case in the world of hotel management. In the current Cuban institutional context, the implementation of some western best management practices can produce significant results, while others produce negative outcomes, and therefore, should be held back until the institutional context is changed.

Practical implications

The paper has implications for managers in suggesting that from a hotel perspective, the application of universally accepted best management practices must be carried out practice by practice and country by country.

Originality/value

This paper contributes to increased knowledge about the dilemmas of managing hotels in a still highly centralised socialist country but with an increasingly market‐based economy.
Customization and standardization in hotels – a paradox or not?
Authors: Sandoff Mette
Published: January 2007

Purpose

This paper is based on the empirical study of human resources and service work and its purpose is to reveal that the international hotel industry is becoming more standardized. The argument presented here is that progressive standardization within customized service production is paradoxical. The aim here is to discuss the paradox and in so doing, to highlight the fact that control, predictability and risk minimization are just as important to hotel operations as customized service.

Design/methodology/approach

The data, in the form of qualitative interviews conducted in five European capital cities, are drawn from international first class hotel groups. Three international hotel groups are represented, and four hotels have been picked out from each group. In addition to the hotel‐based interviews, head office interviews with the three hotel group directors of human resources were undertaken.

Findings

Attempts to standardize service production are popular due to the unpredictable character of service operations. The traditional view – as reflected in the service management literature, is that service should be customized in order to satisfy customers. It seems paradoxical to strive for standardization and customization at the same time and the findings show that customized service is seldom found in practice.

Originality/value

The data reveal the divide in the discourse between academia and practice on standardization versus customization.
Sports education – a priority for Caribbean sports tourism
Authors: Sinclair Donald
Published: January 2007

Purpose

This paper has the objective of making the case for the development of sports education as a critical element in the growth of sports tourism in the Caribbean.

Design/methodology/approach

This paper reviews some of the key definitions offered in the literature for sports, tourism, sports tourism and sports education. It then discusses the status of sports tourism in the Caribbean, using the CWC 2007 event as the main focus. The paper then proposes a template of a sports education curriculum for adoption in the Caribbean region.

Findings

Both the strengths and weaknesses of the sports tourism infrastructure in the Caribbean are reported in this paper. While the Caribbean possesses viable resources for tourism, as well as a strong foundation in sport, the institutional arrangements and formulae for developing sports tourism are either lacking or weak.

Research limitations/implications

A substantial body of writing and research has focused upon the tourism product of the Caribbean. However, there has been comparatively little attention directed towards the theoretical, policy and operational issues related to Caribbean sports tourism. This research lacuna creates a vacuum of intellectual support and guidance for tourism scholars, tourism and sport administrators.

Practical implications

The author sees a direct route from this paper to the offices of tourism, sport and tertiary education administrators in the Caribbean. The paper proposes a workable model aimed at creating a greater synergy between sport and tourism in the Caribbean.

Originality/value

Tourism departments, directorates of sport, and institutions of tertiary education should derive benefit from the proposal and introduction of this novel construct in sports education and training.
Collaborative partnerships in an urban environment: working together to benefit all
Authors: Hall Jackson Faye , Dinkar Rachana , DeFranco Agnes
Published: January 2007

Purpose

This paper documents the effort of an urban university working collectively with a faith‐based organization, industry partners and the government to better the livelihood of individuals in a community.

Design/methodology/approach

Conceptual paper that reviews current literature and applies it to a case study model.

Findings

This conceptual writing offers strategies for group success through discussions of goal setting, benefit articulation, necessary infrastructure, curriculum development, and concludes with an outline of a true case study.

Practical implications

Collaborative efforts of higher education, faith‐based organizations, government, and industry can work together to establish programs whose intent is to provide educational and training opportunities to at‐risk populations.

Originality/value

The value of the paper is in the coordination of resources to provide a service deliverable that will benefit the larger community.
A comparison of relationship marketing and Guanxi: its implications for the hospitality industry
Authors: Geddie Morgan W. , DeFranco Agnes L. , Geddie Mary F.
Published: January 2007

Purpose

This paper describes the variables researchers have found to be significantly associated with relationship marketing, those related to Guanxi, and the similarities and differences between them.

Design/methodology/approach

The researchers reviewed 77 articles on the subjects of Guanxi and relationship marketing and identified seven constructs from the literature that apply to both Guanxi and Relationship Marketing.

Findings

These six constructs were investigated (bonding, customer loyalty, empathy, reciprocity, and satisfaction, and trust). Four constructs were associated with Guanxi (bonding, empathy, reciprocity, and trust) and while two (satisfaction, and customer loyalty) and a category termed other were commonly used with relationship marketing.

Practical implications

Guanxi concentrates on building the bond or relationship before the transaction in such a way that the company and customer become one cooperative unit. Relationship marketing deals with the transaction first and builds the relationship later. Relationship marketers could benefit from incorporating the principles of Guanxi in their strategies and tactics.

Originality/value

Many western managers are not familiar with Guanxi. Managers, who have an understanding of the Guanxi, can become more effective at relationship marketing.
Review of supply chain management and logistics research
Authors: Sachan Amit , Datta Subhash
Published: January 2007

Purpose

To examine the state of logistics and supply chain management (SCM) research in the last five years from the standpoint of existing methodologies. The state of research is assessed by examining the research design, number of hypothesis testing, research methods, data analysis techniques, data sources, level of analysis and country of authors.

Design/methodology/approach

The review of SCM and logistics research is based on 442 papers published from 1999 to 2003 in the following three academic journals Journal of Business Logistics, International Journal of Physical Distribution & Logistics Management, and Supply Chain Management: An International Journal.

Findings

Major findings show that there is an increase in the direct observation methods like case studies. In general, the research is more interpretive in nature. Survey method is still holding the highest position. More advanced techniques are being used for data analysis in empirical studies and there has been an increase in hypothesis testing. The trend in survey research is moving from exploratory to model building and testing.

Research limitations/implications

The gaps identified in the review were: there are very few inter disciplinary studies; innovative application of secondary data is lacking, (c) research at inter organisation level is scanty; and the current state of research has failed to integrate all the firms in the value chain and treat them as a single entity.

Originality/value

The methodological review will provide increased understanding of the current state of research in the discipline.
Value chain analysis: an approach to supply chain improvement in agri‐food chains
Authors: Taylor David H.
Published: January 2007

Purpose

To develop an innovative methodology to apply lean value chain improvement techniques to a complete supply chain for a food product from farm to consumer.

Design/methodology/approach

Action research based on a UK case study involving farmers, a food processor and a major retailer.

Findings

Value stream analysis (VCA) highlights significant opportunities to improve supply chain performance, profitability and relationships.

Research limitations/implications

Lean/VCA methodologies can be readily applied to the retail and processor elements of food chains. However, further research is required to apply the concepts to farm operations.

Practical implications

Subsequent to this research, VCA techniques have been increasingly adopted in UK agri‐food sectors including meat, dairy, cereals and horticulture.

Originality/value

Application of lean concepts and VCA in the agri‐food sector. Development of a multi‐echelon supply chain improvement methodology.
The multiple facets of the bullwhip effect: refined and re‐defined
Authors: Svensson Göran
Published: January 2007

Purpose

This paper seeks to describe a conceptualisation of the multiple facets of the bullwhip effect between stocking levels within and between value chains and value systems.

Design/methodology/approach

The paper provides a conceptual discussion of the bullwhip effect. It is refined and re‐defined.

Findings

The bullwhip effect has usually been explored between inter‐organisational stocking levels. Recently, it has also been explored within intra‐organisational stocking levels. A broader descriptive framework is introduced, one that positions the bullwhip effect construct in intra‐ and inter‐organisational, as well as intra‐ and inter‐channel, stocking levels in and between value chains and value systems.

Research limitations/implications

A research agenda is provided that goes beyond current definitional boundaries and state‐of‐the‐art research of the bullwhip effect.

Practical implications

The refined and re‐defined bullwhip effect is of interest to practitioners. It considers inter‐organisational and intra‐organisational stocking levels. In addition, it considers intra‐ and inter‐channel stocking levels. It is of great concern to achieve best practices in business.

Originality/value

The principal contributions are – a dynamics model of the bullwhip effect construct; a principle of stocking level variability; a typology of stocking level variability; a framework that describes different levels of analysis of the bullwhip effect; and a re‐definition of the bullwhip effect construct – within or between value chains and value systems.
A comparative study on the use of third party logistics services by Singaporean and Malaysian firms
Authors: Sadiq Sohail M. , Bhatnagar Rohit , Sohal Amrik S.
Published: January 2007

Purpose

The aim of this research is to undertake a comparative analysis on the use of third party logistics (3PL) services by manufacturing firms in Singapore and Malaysia.

Design/methodology/approach

This study is based on a questionnaire survey conducted in Singapore and Malaysia in 1998 and 2000, respectively. The paper addresses key issues relating to the extent of usage of 3PL services, specific contract logistics services used, benefits for the user firms, obstacles encountered in implementing contract logistics relationships, impact of the use of contract logistics services on logistics costs, customer satisfaction, and employees of the user firms and the future plans of current users of contract logistics services.

Findings

Analysis shows that there are similarities on the use of contract logistics services in Singapore and Malaysia. These include the proportion of firms utilising contract logistics, the extent of involvement of functional managers, budget allocation and activities outsourced. Notable differences between the two countries include the decision‐making process, and the benefits to the firms from the use of contract logistics.

Research limitations/implications

Limited sample size and the generalisation of results to all manufacturing firms in Singapore and Malaysia manufacturers ignoring possible regional differences in each context are the two limitations in this study.

Originality/value

This study identifies the scope for 3PL services in Singapore and Malaysia. With the enhanced usage of contracting logistics, the study provides 3PL services providers who are considering Asia Pacific as a potential market, a comprehensive analysis of the current situation in Singapore and Malaysia.
A re‐assessment and refinement of RECOVSAT
Authors: Boshoff Christo
Published: January 2007

Purpose

To do an empirical assessment of the psychometric properties of an instrument that captures the multi‐dimensional nature of satisfaction with service recovery (RECOVSAT) using data (post‐recovery satisfaction ratings) from customers who have actually complained to a service firm.

Design/methodology/approach

The methodology is a survey of bank clients who have lodged complaints with a retail bank.

Findings

The empirical results suggest that a refined and shorter version of RECOVSAT demonstrates excellent construct validity when used to measure the post‐recovery satisfaction of complaining customers.

Research limitations/implications

RECOVSAT is a valid and reliable instrument that can and should be used by service managers to assess customer satisfaction with their service recovery efforts. Failure to ensure that complaining customers are satisfied with the firm's service recovery efforts, can only lead to serious problems, as the service firm will be letting the customer down for the second time.

Practical implications

Practitioners or service firms can use their customer complaint database to calculate satisfaction with service recovery scores (RECOVSAT scores) for different geographical regions, for different business units or different departments, even per individual employee. These scores can even be linked to remuneration or service level agreements.

Originality/value

First study to empirically assess the psychometric properties of an instrument that captures the multi‐dimensional nature of satisfaction with service recovery using data (post‐recovery satisfaction ratings) from customers who have actually complained to a service firm. Confirmed validity and reliability.
Beyond the friendly skies: an integrative framework for managing the air travel experience
Authors: Le Bel Jordan L.
Published: January 2007

Purpose

To begin a merger of prior research on service quality and experience marketing and to integrate key concepts into a comprehensive managerial framework for experience marketing in the airline industry.

Design/methodology/approach

Key concepts and research from the service quality and recent experience marketing literatures are reviewed.

Findings

The framework accounts for the temporal unfolding of the air travel experience and provides a customer‐centric perspective of the air travel experience.

Originality/value

The proposed framework should assist aviation professionals in their efforts to engineer and manage the air travel experience.
Managing change: a barrier to TQM implementation in service industries
Authors: Huq Ziaul
Published: January 2007

Purpose

This paper focuses on six change management issues that address quality management practices in the service sector, difficulty in taking a holistic approach to total quality management (TQM) implementation in the service environment, and the challenges of delivering organizational reform through TQM.

Design/methodology/approach

The study employs a quasi‐qualitative case study methodology. Twenty service companies from health care, insurance, consulting, and banking and financial services were studied over a period of two years to assess their change management practices for implementing TQM.

Findings

The findings point to a less than total implementation of TQM in the studied companies. Among other issues, unrealistic expectations of employee commitment, absence of process focus, lack of organization around information flow, holes in education and training, and failure to create a continuous improvement culture contributed significantly towards failure. More successful companies focused on avoiding these potholes with strong leadership that emphasized strategic and tactical planning.

Research limitations/implications

Based on one successful company, the study provides a guideline for successful TQM implementation in a service setting. However, with only one successful company, it would be difficult to generalize to other companies unless future research investigates other successful companies in similar industries, similar economic environment, and market conditions.

Originality/value

The value of the paper lies in the lessons learned that when real and actual approaches to change management follow academic models and techniques of change management, the ability to develop and implement organization‐wide change progresses more smoothly.
Service improvement in a sports environment: a study of spectator attendance
Authors: Dale Barrie , van Iwaarden Jos , van der Wiele Ton , Williams Roger
Published: January 2007

Purpose

To measure service quality perceptions among spectators of a sports event.

Design/methodology/approach

This paper reports the main findings of a 290 respondent questionnaire survey carried out “live” among home spectators at a sports fixture. This methodology of distributing and collecting questionnaires to and from home spectators is novel and can be used by other researchers. Also reported in the paper are follow‐up discussions at a shopping precinct with lapsed fans.

Findings

The paper identifies the main factors that influence attendance and the initiatives to attract new or lapsed supporters. Amongst the main findings is that those spectators who make regular contributions to the club through a range of schemes and are members of its independent supporters Association rate club and players public profiles higher and perceive season tickets and ground entrance prices better value than non‐members, and are also more likely to visit the club shop to purchase merchandise.

Originality/value

This paper reports a project carried out by a supporters forum of a Rugby League Club into the means of increasing attendance at home games. There are sparse details in the literature of similar projects of its type and scale being undertaken in sports arenas. Therefore, the methodology adopted, the questionnaire details and the findings can be useful in other sports environments.
Introduction to the special issue on service innovation management
Authors: van Riel Allard C.R.
Published: January 2007

Purpose

This paper introduces the special issue on service innovation management.

Design/methodology/approach

Provides a brief review of the papers within the issue.

Findings

Compares and contextualizes the contributions, finding that the papers use state of the art methodologies and each furthers knowledge of service innovation management – a recently emerged academic discipline.

Originality/value

The perspectives considered represents a small sample of the diversity that exists within this area.
Linking perceived value and loyalty in location‐based mobile services
Authors: Pura Minna
Published: January 2007

Purpose

To analyze the direct effect of perceived value dimensions (monetary, convenience, social, emotional, conditional and epistemic value) on attitudinal and behavioral components of loyalty: commitment and behavioral intentions to use location‐based mobile services.

Design/methodology/approach

An online survey for users of a mobile location‐based directory service “Where is the nearest?”

Findings

The behavioral intentions were most influenced by conditional value; the context, in which the service is used, followed closely by commitment and to some extent monetary value. Commitment can be enhanced through building emotional value and conditional value by focusing on offering fun service experiences in the right context. The influence of social and epistemic value was not significant.

Research limitations/implications

Further research is encouraged on the relative importance of the value dimensions' influence on loyalty in global markets.

Practical implications

The minor influence of monetary value as well as the high influence of conditional value implies that the one‐dimensional value measures are not applicable in a mobile context where decisions are often made spontaneously and based on situational needs. Effective marketing strategies need to take into account the contextual use and emphasize either convenience or emotional value.

Originality/value

The paper introduces new context relevant concepts and develops a multidimensional perceived value and loyalty model. Results give practical implications on how to increase awareness of location‐based services (LBS) in a way that gives a realistic picture of how LBS create value for customers.