bluuebunny/crossref_metadata_2025 huggingface dataset:
Consumer representation in UK communications policy and regulation
Authors: Tambini Damian
Published: March 2012

Purpose

The paper seeks to examine the role of consumer representation in communications policymaking with a focus on the UK. It aims to review the role of the Communications Consumer Panel and to argue that there is an important role to play for a consumer advocate due to behavioural biases, information overload, and market failure.

Design/methodology/approach

The paper is based on analysis of all relevant reports and documentation published by the Ofcom Consumer Panel, as well as participant observation carried out by the author as a member of the panel. It also analyses switching data to make the case that the communications sector may be unique in terms of the low levels of switching between suppliers.

Findings

The paper finds that there is an ongoing role for a consumer advocate in media and communications and that this body should be independent of government and the regulatory agency.

Research limitations/implications

The limitation of this research is that it focuses principally on only one sector, though it does reference a literature that covers other sectors, and in a paper of this length full comparison of other sectors would be impossible.

Practical implications

The paper suggests that the communications sector would be well served by its own separate consumer representation body and that this should have close links to, but be independent of, Ofcom.

Social implications

This paper has relevance to consumer representation in communications regulation and policy in countries beyond the UK. It examines the peculiarity of the communications market and the particular difficulties consumers face in fast moving technically challenging markets.

Originality/value

The paper examines a particularly important sector of consumer representation at a time when policy on a new regulatory structure is being set. It offers the perspective of a researcher who has also been a member of the Consumer panel, and, as such, it provides valuable insight at a crucial time.
A systems framework to telecommunication policy: the Philippine experience, 1989‐2009
Authors: de la Cruz Paragas Fernando
Published: March 2012

Purpose

This paper aims to present a dialogue‐based systems framework using two cases in the liberalization of Philippine telecoms.

Design/methodology/approach

Through a meta‐analysis of government data, academic research and policy studies about Philippine telecoms, the paper presents a holistic view of the role of political, business, and social sectors in policy making and implementation.

Findings

The paper shows how intra‐ and inter‐sector dialogues have resulted in the liberalization and growth of the industry. Conversely, it shows how paucities among such dialogues have had consequences in terms of unutilized capacity and in an oversight about the medium of choice in promoting universal access. Moreover, the paper shows how policy is a product of local traditions and global policy trends.

Social implications

The paper reinforces calls for states to consider technological innovation and adoption in addressing universal service goals. The Philippines also serves as a case study for other developing states which pursue an agenda of liberalization and deregulation.

Originality/value

The study shows the utility of a proposed dialogue‐based systems framework as a parsimonious solution to the complexity of policy studies.
Transfer of funds in China‐US BIT negotiations: comparing the Articles of Agreement of the IMF
Authors: Liu Qiao , Ren Xiang
Published: March 2012

Purpose

The purpose of this paper is to explore discrepancies between transfer provisions in the US model BIT, employed as a working text in the ongoing China‐USA BIT negotiations, and relevant Articles of the Agreement of the IMF, to which both China and the USA are signatories, with a view to advising on China's possible strategies for negotiation.

Design/methodology/approach

The approach taken is doctrinal and comparative analysis and treaty interpretation of the US model BIT, the Articles of the Agreement of the IMF, the Chinese model BIT and some earlier versions of these instruments.

Findings

A detailed analysis of several major discrepancies between these instruments finds that a differentiated treatment of capital transfers and current transfers is desirable and, in respect of current transfers, a properly formulated “temporary derogation” exception should be adopted.

Originality/value

The paper conducts a unique substantial comparison of two most influential instruments governing transfer of funds in international investments. It reveals the common rationale shared by the transfer provisions under both instruments.
False dichotomies in commercial contract interpretation
Authors: DiMatteo Larry A.
Published: March 2012

Purpose

The purpose of this paper is to better understand how commercial contracts are interpreted and the level of control that contracting parties have over the judicial interpretation of their contracts.

Design/methodology/approach

The paper approaches the subject of commercial contract interpretation through an analysis of four dichotomies debated in legal scholarship and found in judicial decisions. The four dichotomies are formalism versus realism, literalism versus contextualism, facilitation versus regulation, and rules versus standards.

Findings

The main finding of the paper is that both poles of each of the dichotomies play important roles in the interpretation and enforcement of commercial contracts. For example, contract interpretation characterized by a high degree of formalism looks to the four‐corners of the contract for interpretive answers. In turn, some courts make use of external factors – such as distributive justice or public policy concerns in interpreting contracts.

Research limitations/implications

One of the research implications of the paper is the need for a more in‐depth analysis of how contracting parties may agree on how their contracts are to be interpreted and whether courts should be obligated to enforce party‐mandated rules of interpretation.

Practical implications

The practical implication of understanding the means and methods of contract interpretation is that it leads to a better understanding of commercial contracts in transborder transactions.

Originality/value

The value of this research lies upon the fundamental premise that the same philosophies and theories of interpretation found in most legal systems are replicated in the area of international commercial contracting.
The right to reject for short delivery and termination
Authors: Thomas Sean
Published: March 2012

Purpose

If a seller fails to deliver the correct quantity, the buyer may reject the goods in accordance with the Sale of Goods Act 1979, section 30(1). The nature of this right to reject is unclear, and whether breach by short delivery will suffice to terminate the contract is also unclear. The purpose of this paper is to clarify this area of law.

Design/methodology/approach

The focus is on the combined case‐law and academic commentary on the topic of short delivery, and the broader issue of termination.

Findings

The paper suggests that breach by short delivery does terminate the contract. It suggests that the right to cure cannot provide an entirely satisfactory response for victims of short delivery. The paper also proposes a reform of the Sale of Goods Act 1979 to take this into account.

Research limitations/implications

This research mainly focused on the current legal position. Further research on the historical development of the rules on short delivery, which were crystallised in the Sale of Goods Act 1893, will provide valuable insights into this area of law.

Practical implications

The proposal for reform could have a practical benefit in terms of protecting buyers from the danger of short delivery, by providing them with a more secure remedy than what appears to be currently available.

Originality/value

To the extent of the author's knowledge, this is the first dedicated analysis of short delivery in the literature.
The effectiveness of EU's Generalised System of Preferences
Authors: Zhou Weifeng , Cuyvers Ludo
Published: March 2012

Purpose

The European Union's Generalised System of Preferences (GSP) has existed for over 40 years and it aimed to promote the export growth in the developing countries. The purpose of this paper is to highlight the evolution and characteristics of the EU's GSP regime and examine the effectiveness of the EU's GSP in promoting the export growth of ten ASEAN beneficiary countries.

Design/methodology/approach

The authors analyse the trade flows between the EU and ASEAN beneficiary countries under the GSP scheme by referring to trade data (1990‐2007) at the aggregate level, the sectoral level and individual beneficiary country level.

Findings

The authors find that using the EU's GSP to promote the exports growth of the ASEAN countries has very limited effectiveness. Although the total EU imports from the ASEAN countries experienced a significant increase during the period 1990‐2007, the preferential imports under the GSP scheme remained stagnated at the same period. However, the least developed ASEAN members reported very high utilization rates and successfully exploited GSP preferences for pushing up their exports to the European market.

Originality/value

This work provides new evidence on whether the EU's GSP really works and to what extent the EU's GSP enhances the export growth of ASEAN beneficiary countries. The empirical findings may provide trade policymakers with some guidance in making EU trade policy.
Effects of overconfidence and dependence on aggregated probability judgments
Authors: Lin Shi‐Woei , Huang Ssu‐Wei
Published: March 2012

Purpose

The purpose of this paper is to investigate how expert overconfidence and dependence affect the calibration of aggregated probability judgments obtained by various linear opinion‐pooling models.

Design/methodology/approach

The authors used a large database containing real‐world expert judgments, and adopted the leave‐one‐out cross‐validation technique to test the calibration of aggregated judgments obtained by Cooke's classical model, the equal‐weight linear pooling method, and the best‐expert approach. Additionally, the significance of the effects using linear models was rigorously tested.

Findings

Significant differences were found between methods. Both linear‐pooling aggregation approaches significantly outperformed the best‐expert technique, indicating the need for inputs from multiple experts. The significant overconfidence effect suggests that linear pooling approaches do not effectively counteract the effect of expert overconfidence. Furthermore, the second‐order interaction between aggregation method and expert dependence shows that Cooke's classical model is more sensitive to expert dependence than equal weights, with high dependence generally leading to much poorer aggregated results; by contrast, the equal‐weight approach is more robust under different dependence levels.

Research limitations/implications

The results suggest that methods involving broadening of subjective confidence intervals or distributions may occasionally be useful for mitigating the overconfidence problem. An equal‐weight approach might be more favorable when the level of dependence between experts is high. Although it was found that the number of experts and the number of seed questions also significantly affect the calibration of the aggregated distribution, further research to find the minimum number of questions or experts is required to ensure satisfactory aggregated performance would be desirable. Furthermore, other metrics or probability scoring rules should be used to check the robustness and generalizability of the authors' conclusion.

Originality/value

The paper provides empirical evidence of critical factors affecting the calibration of the aggregated intervals or distribution judgments obtained by linear opinion‐pooling methods.
Improving inventory performance with clustering based demand forecasts
Authors: Bala Pradip Kumar
Published: March 2012

Purpose

The purpose of this paper is to develop a forecasting model for retailers based on customer segmentation, to improve performance of inventory.

Design/methodology/approach

The research makes an attempt to capture the knowledge of segmenting the customers based on various attributes as an input to the demand forecasting in a retail store. The paper suggests a data mining model which has been used for forecasting of demand. The proposed model has been applied for forecasting demands of eight SKUs for grocery items in a supermarket. Based on the proposed forecasting model, the inventory performance has been studied with simulation.

Findings

The proposed forecasting model with the inventory replenishment system results in the reduction of inventory level and increase in customer service level. Hence, the proposed model in the paper results in improved performance of inventory.

Practical implications

Retailers can make use of the proposed model for demand forecasting of various items to improve the inventory performance and profitability of operations.

Originality/value

With the advent of data mining systems which have given rise to the use of business intelligence in various domains, the current paper addresses one of the most pressing issues in retail management, as demand forecasting with minimum error is the key to success in inventory and supply chain management. The proposed forecasting model with the inventory replenishment system results in the reduction of inventory level and increase in customer service level. The proposed model outperforms other widely used existing models.
Designing balanced scorecard for multi echelon repair inventory systems
Authors: Garg Amik , Deshmukh S.G.
Published: March 2012

Purpose

A number of approaches have been suggested in the literature for maintenance performance measurement, including use of the balanced scorecard (BSC). However, its application towards assessing maintenance contribution to business objectives is limited. Currently, a framework integrating maintenance activities in a supply chain environment is lacking in the literature. The purpose of this paper is to develop a maintenance performance measurement framework using BSC for multi echelon repair inventory systems (MERIS) comprising of modular electronic equipment. The paper also suggests a large number of performance measures/indicators (PMs/PIs) pertaining to both maintenance and supply chain components including a few BSC implementation issues for such types of supply chains.

Design/methodology/approach

The paper analyses a base model of a large maintenance organization and after carrying out SWOT analysis, identifies strategic themes/objectives for performance measurement. Performance measures for various objectives are identified for MERIS and implementation strategy including cascading of BSC is suggested. The developed performance measurement model is also validated using an action research (AR) based approach.

Findings

A performance measurement system (PMS) for MERIS using BSC approach has been developed and an implementation strategy suggested. AR methodology is used for developing BSC for an organization using the selected performance measures. The importance of cause‐effect relationships between various performance objectives and measures is also established.

Research limitations/implications

Quantification of each of the developed PMs/PIs and establishing an effective information system for MERIS are the limitations of the present work and may be taken up for more research.

Practical implications

The paper will be useful for practitioners in the field of MERIS of electronic repairables wherein relevant PMs/PIs can be selected for implementation as per the requirement of the application.

Originality/value

The paper is of value by being original, as no work towards performance measurement of MERIS using BSC concept (as applicable for non‐profit organizations like military, government, NGOs etc) is reported in literature so far. The paper is relevant in this context and its contribution lies in the area of performance measurement.
An application of analytic hierarchy process for the selection of a methodology to improve the product development process
Authors: Gurumurthy Anand , Kodali Rambabu
Published: March 2012

Purpose

According to the literature, on an average, it takes around three to four years to develop a new product and about 50 percent of the costs incurred in product development (PD) tend to be spent on waste that occurs during the PD process. Hence, organizations are implementing various alternative methodologies such as Concurrent Engineering (CE), Lean Product Development (LPD)/Lean New Product Development (LNPD), and Agile Product Development (APD)/Agile New Product Development (ANPD) to improve their existing PD process. However, it is not clear: how does an organisation or a PD manager choose between these alternative methodologies for improving their PD process?

Design/methodology/approach

Since the above‐mentioned problem requires multiple factors/criteria/elements (in short, it will be called as “attributes” for the sake of simplicity) to be considered simultaneously; the use of a Multi‐Attribute Decision Making (MADM) model is warranted. The most commonly used MADM model, namely the Analytic Hierarchy Process (AHP) is utilized to model the above problem using a hypothetical case situation.

Findings

In this paper, the different attributes that are to be considered while making a decision of selecting a suitable PD methodology were identified. Furthermore, the results of AHP indicated that LPD is a better alternative for the case situation under consideration.

Originality/value

According to the authors' knowledge, no paper exists in the literature of AHP or PD or LPD/LNPD that discusses the application of AHP for the selection of a product development methodology, especially for making a strategic decision in a product design and development department of an organisation.
Online identification and referral for debt and mental health issues
Authors: Bell Gordon
Published: March 2012

Purpose

This paper seeks to describe a new service developed by national debt charity Consumer Credit Counselling Service (CCCS) aimed at identifying clients within its online debt counselling tool who may be suffering from stress and anxiety and then referring them for advice and support, including computer‐based cognitive behavioural therapy (CCBT).

Design/methodology/approach

Since December 2010, clients using CCCS Debt Remedy, the charity's online debt counselling tool, have been asked four trigger questions which indicate whether the user is suffering from depression and/or anxiety. Clients who show these signs, after they receive a recommendation about how to deal with their debt, are offered the opportunity to complete a more comprehensive assessment known as CCCS Wellbeing. The CCCS Wellbeing assessment consists of 16 questions, nine relating to depression and seven to anxiety. The depression questions are based on the medically endorsed depression screener, PHQ‐9, and the anxiety questions are based on the similarly medically endorsed anxiety screener, GAD‐7. These two screeners are also the source of the four original trigger questions.

Findings

Of the 36,618 clients who were counselled by CCCS Debt Remedy between the launch of the new service in December 2010 and the end of May 2011, 65 percent obtained a recommendation to undertake CCCS Wellbeing. The vast majority of clients who obtained a CCCS Wellbeing recommendation through the online debt counselling tool were showing signs of both depression and anxiety (74 percent).

Originality/value

The high propensity for people to be recommended to CCCS Wellbeing demonstrates the need for the service. This will inform future service development by CCCS, which is studying new ways to further identify and refer for help its clients who are struggling with their mental health.
Can enterprise architectures reduce failure in development projects?
Authors: Janssen Marijn , Klievink Bram
Published: March 2012

Purpose

Scant attention has been given to the role of enterprise architecture (EA) in relationship to risk management in information system development projects. Even less attention has been given to the inter‐organizational setting. The aim of this paper is to better understand this relationship.

Design/methodology/approach

The relationship between EA and project failure/success is investigated by – through a workshop – creating a retrospective view on the use of architectures in large and complex ICT‐projects.

Findings

Failure factors can be grouped in organization network, people, process, product and technology categories. The findings show that a disappointingly limited number of public sector development projects make sufficient use of architecture as a risk management instrument. Architectures should be considered both as a risk‐mitigating instrument and as an organizational shaping routine to reduce project failure and manage risk in organization networks.

Research limitations/implications

A single workshop with a limited number of participants was conducted. The findings need further refinement and generalization based on more empirical research investigating the relationship between architecture and project failure.

Practical implications

Architecture should give explicit consideration to risk management and help to draw attention to this. Governance mechanisms need be defined to ensure that the organizations' members become aware of both architecture and risk management. Risk management and EA have similarities, as they are both an instrument and an organizational shaping routine.

Originality/value

Governments collaborate more and more in organizational networks and for that reason often multiple organizations are involved in information system project developments. Enterprise architecture as a risk mitigation instrument has not, to date, been given attention.
IT enabled logistics procedure redesign for high value pharmaceutical shipments
Authors: Liu Jianwei , Higgins Allen , Tan Yao‐Hua
Published: March 2012

Purpose

The purpose of this paper is to introduce a method for (re)designing complex logistics networks, which interact with various governmental bodies (e.g. in FDA and USDA) for regulatory clearance and control purpose. The method (the e3‐control methodology) is demonstrated to be a useful approach to analyzing and redesigning international logistics procedures in reaction to a technological innovation in a government‐business (G2B) network.

Design/methodology/approach

An action research method relying on Living Lab study was used in this research. To illustrate and better understand the application of the e3‐control methodology, the authors place the development of e3‐control as a design tool for deploying the pharmaceutical case. The authors collected data with multiple methods including workshops, semi‐structured interviews and document analysis.

Findings

The e3‐control methodology has been successfully applied in this paper to carry out a step‐by‐step redesign for an international pharmaceutical logistics network. It was found that a win‐win situation can be achieved if business and government see each other as partners and share the responsibility of carrying out government regulatory and Customs controls. In this situation, Customs administrations can be relieved from redundant control tasks, and businesses will be rewarded with simplified procedures.

Originality/value

The authors' e3‐control methodology is an innovative redesign methodology for analyzing and redesigning business logistic networks including government agencies. With this approach, one can achieve a clear overview on critical problems within the logistics chains; disclose unclear procedures and in the meanwhile take into consideration the different concerns of the partners within the network.
Quality and impact monitoring for local eGovernment services
Authors: Candiello Antonio , Albarelli Andrea , Cortesi Agostino
Published: March 2012

Purpose

The purpose of this paper is to introduce a layered, comprehensive model of quality of service (QoS) for local eGovernment, and discuss its feasibility on a regional eGovernment case study. The eGovernment online services are becoming a key infrastructure for advanced countries. They allow significant efficiency gains in different sectors of society, offering benefits for individual citizens and for the community as a whole. The deployment of online services alone is not sufficient in order to qualify an eGovernment strategy. The intrinsic and perceived quality of services offered, as well as the actual impact of new functionalities, should be properly measured and taken into account.

Design/methodology/approach

This paper presents an applied research study for a quality‐focused evolution of a service‐oriented architecture for local eGovernment portals. This investigation was based on three main layers: the perceived quality and effective impact of services (G2C layer), the effectiveness of the deployed processes (WFM layer) and finally, the system‐level efficiency (G2G layer).

Findings

The measurement of quality with respect to eGovernment services is a complex task which requires appropriate tools to tackle the different aspects of the problem. Specifically, active and passive tools (respectively surveys and usage analysis) should be used to evaluate the quality perceived by the users as well as the utility of the service itself. The efficiency of the back office workflow must be estimated measuring statistical and dynamical indicators. Finally, technical measures should be used to monitor the responsiveness and scalability of software implementations and deployment systems.

Social implications

A better knowledge regarding (e‐)Government service delivery processes, their QoS and their impact on the society can empower both citizens and local administrators, and can help them to better improve the effectiveness of local government.

Originality/value

The multi‐layered quality measurement architecture proposed in this paper offers local governments the capability to systematically monitor and analyse the quality of their online services. The business process management technologies allow citizens to get a better knowledge of the service delivery processes; the QoS measurements allow to improve control on them; and the eGovernment Intelligence model allows to better quantify their actual social impact.
Collaborative e‐government
Authors: Ae Chun Soon , Luna‐Reyes Luis F. , Sandoval‐Almazán Rodrigo
Published: March 2012

Purpose

The purpose of this paper (editorial) is to introduce a collection of “best papers,” selected from the 11th International Conference on Digital Government Research (dg.o, 2010), that are devoted to the technical, managerial, social and policy challenges and issues of collaborative e‐government. It provides a conceptual model for collaborative e‐government that may be used to explain the motivations and findings behind these studies.

Design/methodology/approach

The paper outlines a conceptual model of collaborative e‐government using value‐driven, citizen‐driven, cost‐driven and technology‐driven forces that tie together various e‐government collaboration projects. A brief survey of government collaboration projects is presented and a set of research questions on collaborative e‐government are formulated.

Findings

The conceptual model of e‐government collaboration forces provides a framework that encompasses the research questions, topics and themes addressed in various digital government papers, especially those in this issue.

Originality/value

The paper introduces and summarizes seven research papers relative to the theme of e‐government collaborations, identifying a set of research challenges, opportunities, and unique solutions drawing on past experiences.
The size distribution of California's north coast wineries: 1984‐2009
Authors: Cyr Don , Kushner Joseph , Ogwang Tomson
Published: March 2012

Purpose

The purpose of the paper is to examine the structure of California's north coast wine industry from 1984 to 2009, to determine if there are significant changes in the size distribution of wineries.

Design/methodology/approach

Chi‐squared tests in conjunction with the Hoelter index are used to determine whether the changes in the market share for various size classes are significant.

Findings

The authors find a statistically significant trend in terms of smaller wineries becoming an increasing percentage of the total number of wineries and of market share.

Originality/value

Unlike most other industries, small wineries are able to meet the changing market and technological conditions of the industry. These results augur well for the growing area of wine tourism which is highly dependent on boutique wineries. The results are also encouraging to new start up wineries considering entering the industry.
A strategic investigation of the determinants of wine consumption in China
Authors: Camillo Angelo A.
Published: March 2012

Purpose

The purpose of this paper is to determine consumer characteristics, buying behaviour, and the factors that influence the Chinese wine consumer.

Design/methodology/approach

The study applies qualitative and quantitative methodology, together with a literature review and a strategic environmental scan of the Chinese wine market and consumer behavior.

Findings

Consumer education, wine‐related activities, channels of communication, taste, country of origin, quality, and price rank are found to be important factors influencing the buying and consumption behavior of Chinese consumers.

Research limitations/implications

Results suggest that there is a need for stakeholders to develop and implement informational and educational marketing strategies to educate and inform consumers in ways that reflect their needs and expectations according to demographic characteristics.

Practical implications

The challenge for the stakeholders will be to: penetrate this emerging market to establish presence and capture market share; strive for long‐term growth and profit sustainability; create competitive advantage through core competencies; promote and sell quality products applying the principles of yield management “to charge the right price, to the ideal consumer, at the right time, in the right place”; and build brand loyalty.

Social implications

The paper offers useful findings for stakeholders in the wine supply chain. Special attention should be given to the alcoholic beverage retailer and hospitality operators for whom wine revenue is the core of aggregate beverage revenue.

Originality/value

The paper contributes to the body of knowledge of consumer behavior in relation to wine consumption in an emerging market. The results benefit players in the wine supply chain; especially retail and hospitality operations.
AT Guide: developing a new way to help people with dementia and their carers find information about assistive technology
Authors: Savitch Nada , Brooks Deborah , Wey Stephen
Published: March 2012

Purpose

Atdementia.org.uk is well established as the primary information resource about assistive technology (AT) that is helpful specifically for people with dementia. This paper aims to describe the development of a new online interface for the website that aims to encourage people with dementia to talk about the problems they are experiencing in their daily lives; guide them towards advice and information about technologies and other strategies that might be helpful; and enable them to become more involved in choices about their care and support.

Design/methodology/approach

The paper describes the design process of the AT Guide and how people with dementia were involved in all aspects of the design. The design needed to balance the goals and aspirations of people with dementia with the database of assistive technology that is available and offer non technological solutions where appropriate.

Findings

Combining skills and knowledge from different organisations has enabled the creation of a useful online service for people with dementia and their families. The project showed that using creative ways involving people with dementia in the development of products and services is both possible and desirable.

Originality/value

For people with dementia and their carers finding information about appropriate assistive technologies is not easy. This project demonstrates that, by working with people with dementia, information can be provided in a useful way.
How personalised technology can be used to benefit quality of life for people with learning disabilities who have multiple and complex needs
Authors: Fry Suzanne
Published: March 2012

Purpose

The purpose of this paper is to demonstrate how personalised technology can be adapted and used as a tool to benefit the quality of life for people with learning disabilities who have multiple and complex needs.

Design/methodology/approach

Hft, a national charity supporting people with learning disabilities and their families, focuses on the introduction of personalised technology at one of its services, Clementi Court, using personal case studies to illustrate the positive impact it has had on their lives.

Findings

By taking a personalised approach in the use of technology, all individuals featured in the case studies were empowered to become more independent, enabling them to make more choices and ultimately take more control over their own lives.

Originality/value

Hft believes in using a creative and resourceful approach to support individuals to make choices about the lives they want.
Linking turnover reasons to family profiles for IT/BPO employees in India
Authors: Boyar Scott L. , Valk Reimara , Maertz Carl P. , Sinha Ranjan
Published: March 2012

Purpose

The purpose of this paper is to develop turnover reasons and assess their importance for various family role configurations. Specifically, the authors were interested in whether high levels of family financial obligation related to family‐related turnover reasons and whether low levels of family financial obligation related to job‐related turnover reasons.

Design/methodology/approach

The authors used both qualitative and quantitative methods to develop and test the turnover reasons; this involved conducting interviews and pilot testing the turnover items, which were evaluated with factor analysis. The main study was analyzed using MANOVA.

Findings

The authors developed six turnover reasons that help explain why individuals were leaving their jobs. It was also found that employees with relatively low financial obligation were more likely to leave the organization because of lack of managerial support, job content and high levels of work‐related stress.

Research limitations/implications

The measures in this study were cross‐sectional, participants were employees in the information technology/business process outsourcing (IT/BPO) sector, and the study included a single‐country. Future studies can focus on multiple industries and countries and use objective variables in determining key relationships.

Practical implications

The study's results show the major reasons for turnover, both at an individual and organizational level, which include managerial support, job content and work‐related stress; each was particularly significant for those married without children in a dual‐earner situation.

Originality/value

The paper contributes by examining, for the first time, the relationships between family demographic profiles and turnover reasons for Indian IT/BPO workers.
Role of affect and cognition in consumer brand relationship: exploring gender differences
Authors: Sahay Arvind , Sharma Nivedita , Mehta Krishnesh
Published: March 2012

Purpose

The purpose of this paper is to explore gender differences in consumer brand relationships with respect to affect and cognition, also to examine the difference between genders with respect to the impact of variables such as age and influence of peers and family on consumer brand relationships

Design/methodology/approach

For this study, a field experiment approach was used, combined with depth interviews. The experiment was a three‐step process where respondents were first taken through a Resonant Field Imaging (RFI™) in order to identify the types and function of all bio‐energies present in the specific regions of the human brain. In the second step, this was followed by a conversation of about 30 minutes about the respondent's most preferred brand. As the final step, a brain scan was again taken to access the bio‐energies in the brain of the respondent subsequent to the conversation about the most preferred brand.

Findings

The authors find that while both men and women form relationships with brands, these relationships are more affect based for women and more cognition based for men; this finding holds for respondents at a younger age. As time passes, this difference between men and women narrows. By the age of 35, women's brand relationships tend to become relatively less affect based and more functional. The authors provide insights into the effect of family and peers on brand relationships.

Research limitations/implications

This study is conducted in the age group of 18 to 35 years across SEC A and B as they have greater exposure to brands in order to form relationships. Hence, it would be difficult to generalize this study across all the socio‐economic classes.

Practical implications

The study would help managers devise strategies for both the genders and across different age groups, in order to establish relationships with their brands.

Social implications

The study provides insights into the psychological behavior of men and women with respect to their interactions with brands. It throws light on the change in behavior with increasing age and how the basis for relationships formation varies.

Originality/value

The paper combines gender differences and the role of affect and cognition in the marketing context.
Putting appreciative design into practice
Authors: Lilja Johan , Richardsson Daniel
Published: March 2012

Purpose

Appreciative inquiry (AI) is an inquiry into the “best of” what already exists in a system. Applying AI at the start of a design process gives a process that is very different from traditional design approaches, in other words “appreciative design” is achieved. The overall purpose of this paper is to explore and contribute to a process of putting appreciative design into practice.

Design/methodology/approach

The researchers have, in their role as educational leaders, developed and applied a process for appreciative design within the context of the entrepreneurial educational program “Skarp Åre, Business and product development” at Mid Sweden University.

Findings

The process introduced is referred to as Appreciative Course Evaluation and Design (ACED). The benefits of ACED, found in comparison to conventional practice, include higher commitment by the course participants, lower risk in the design process, and increased student involvement in the evaluation and design process.

Originality/value

The paper contributes in general to increasing the understanding of how the strengths and principles of appreciative inquiry can be incorporated into design processes. It is hoped that the insights presented will inspire future research and application of appreciative design, not only to the evaluation and design of higher education, but also to the evaluation and design of products, services, organizations and society.
Applying Gemba‐Kaizen in a multinational food company: a process innovation framework
Authors: Suárez‐Barraza Manuel F. , Ramis‐Pujol Juan , Estrada‐Robles Mariana
Published: March 2012

Purpose

The Gemba‐Kaizen approach is a key business process strategy employed by companies (multinationals also) to enhance their manufacturing performance. However, whilst there is significant research information available on implementing management systems in a sequential manner, there is little information available relating to the application of this approach to provide a single and highly effective methodology for process innovation in the context of the Gemba‐Kaizen approach in multinational companies. Therefore, the purpose of this paper is to develop and apply a process innovation framework in terms of methodology for multinational companies. The research question that governs the study is: How is the Gemba‐Kaizen approach applied in an organisational context such as that of a multinational food company in Mexico?

Design/methodology/approach

An exploratory case study was conducted. One multinational food company (chocolate) which has been established in Mexico for at least 19 years was selected. The paper chronicles the design and application of a process innovation framework in the context of the Gemba‐Kaizen approach. In total, four methods were used to gather data: direct observation; participative observation; documentary analysis; and semi‐structured interviews.

Findings

This paper proposes a process innovation framework using the Gemba‐Kaizen approach. The development, refinement and implementation of a process innovation framework in the context of the Gemba‐Kaizen approach has been achieved, working closely with a multinational food company. Consequently, as a result of the application, a conceptual framework was established, based on the results of comparing theory and fieldwork: this provides a glimpse into the relationship of the Gemba‐Kaizen approach with other improvement methodologies, known as Process Redesign, in the organisation analysed.

Practical implications

Derived to describe the case study on how to apply the Gemba‐Kaizen approach through process innovation methodology, the paper may prove to be of value to practitioners and managers involved in the field. Similarly, a section on managerial implications has also been included.

Originality/value

The paper contributes to the limited existing literature on the Gemba‐Kaizen system and subsequently disseminates this information in order to provide impetus, guidance and support towards increasing the development of companies, in an attempt to move the Mexico manufacturing (food) sector towards world‐class manufacturing performance.
The sustainable management vision for excellence: implications for business education
Authors: Anninos Loukas N. , Chytiris Leonidas S.
Published: March 2012

Purpose

The purpose of this paper is to: analyze the meaning of sustainability and its relation to excellence, in an era of management transformation, integration and evolution; to present the global challenges for sustainable management of the future; and to examine how sustainability should be approached by business schools.

Design/methodology/approach

The approach of this paper is theoretical and has been based on scholarly literature regarding sustainability and its integration in business education, for which critical issues are presented.

Findings

The findings of the paper suggest that sustainability and excellence are two interrelated concepts (under certain conditions). The post crisis management vision includes the refinement of management practice through the integration of specific factors in business strategy, which allows sustainable corporate growth. Hence, the role of business education becomes crucial. While a steady progress regarding the incorporation of the sustainability concept in business education is being made, further improvements can be achieved. Business education should be considered as an odyssey towards personal advancement that will allow systemic, multidisciplinary and innovative business thinking for sustainable management and excellence.

Practical implications

The paper suggests some critical issues for business education, so that future managers have a wider and diversified knowledge repository that will allow them to practise management in ways which are scientifically and ethically correct.

Originality/value

The paper presents the relation of sustainability to excellence and emphasizes certain future sustainable management challenges. In addition, it gives an overview of how sustainability in business education should be approached.
A health‐related quality management approach to evaluating health promotion activities
Authors: Bäckström Ingela , Eriksson Lina , Lagrosen Yvonne
Published: March 2012

Purpose

The purpose of this paper is to describe health promotion activities accomplished within a project and to measure the conditions for sustainable health within the case organizations. Also, the purpose is to test a previously developed measurement approach, which measures health‐related quality management.

Design/methodology/approach

A health promotion project currently being carried out at eight Swedish elementary schools has been studied. In earlier research a measurement approach was developed to measure health‐related quality management. The approach was handed out to the co‐workers at the eight different schools in the initial stage of the project. The leaders at the schools were informed of the results of their own school and the mean value of all the eight schools. The consistency and reliability of the statements within the approach was tested.

Findings

A description of health promotion activities accomplished and planned within the project can be found. The results from the measurement of the health‐related quality management in the eight schools are presented, together with the mean score of all schools. The test of the measurement approach is presented and discussed.

Originality/value

A description of health promotion activities can help managers and project leaders to plan and carry out valuable health promotion activities in their striving for both sustainable health among the co‐workers and efficient organizations. This measurement approach can help managers and project leaders to measure the effects of the health promotion activities.
Using E‐S‐QUAL to measure internet service quality of e‐commerce web sites in Greece
Authors: Santouridis Ilias , Trivellas Panagiotis , Tsimonis Georgios
Published: March 2012

Purpose

The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall quality, value and loyalty.

Design/methodology/approach

Field research was conducted by using a structured questionnaire, utilizing the E‐S‐QUAL model and replicating the work of the model's developers. Principal component analysis, reliability tests and multiple regression analyses were performed to both confirm the scale factor structure and answer the research questions.

Findings

The analysis of the research data confirmed the four factor structure of E‐S‐QUAL in the context of e‐commerce in Greece and produced similar results to those of the initial research. Efficiency was proved to be the highest ranked dimension since it has a significant positive effect on all three dependent variables, namely perceived overall quality, value and loyalty. Privacy has a positive significant effect on both perceived overall quality and value. Fulfillment was found to have a significant positive effect only on perceived overall quality, while service availability affects positively only perceived value.

Originality/value

The present study contributes to the examination of E‐S‐QUAL's applicability in different settings and to the verification of its factor structure. Moreover, the study provides useful insight into the effect of electronic service quality on customer perceived value and loyalty.