bluuebunny/crossref_metadata_2025 huggingface dataset:
Assessing organisational development in European primary care using a group‐based method
Authors: Edwards Adrian , Rhydderch Melody , Engels Yvonne , Campbell Stephen , Vodopivec‐Jamšek Vlasta , Marshall Martin , Grol Richard , Elwyn Glyn
Published: January 2010

Purpose

The Maturity Matrix is a tool designed in the UK to assess family practice organisational development and to stimulate quality improvement. It is practice‐led, formative and undertaken by a practice team with the help of trained facilitators. The aim of this study is to assess the Maturity Matrix as a tool and an organisational development measure in European family practice settings.

Design/methodology/approach

Using a convenience sample of 153 practices and 11 facilitators based in the UK, Germany, The Netherlands, Switzerland and Slovenia, feasibility was assessed against six criteria: completion; coverage; distribution; scaling; translation; and missing data. Information sources were responses to evaluation questionnaires by facilitators and completed Maturity Matrix profiles.

Findings

All practices taking part completed the Maturity Matrix sessions successfully. The Netherlands, the UK and Germany site staff suggested including additional dimensions: interface between primary and secondary care; access; and management of expendable materials. Maturity Matrix scores were normally distributed in each country. Scaling properties, translation and missing data suggested that the following dimensions are most robust across the participating countries: clinical performance audit; prescribing; meetings; and continuing professional development. Practice size did not make a significant difference to the Maturity Matrix profile scores.

Originality/value

The study suggests that the Maturity Matrix is a feasible and valuable tool, helping practices to review organisational development as it relates to healthcare quality. Future research should focus on developing dimensions that are generic across European primary care settings.
Laboratory quality improvement in Thailand's northernmost provinces
Authors: Kanitvittaya S. , Suksai U. , Suksripanich O. , Pobkeeree V.
Published: January 2010

Purpose

In Thailand nearly 1,000 public health laboratories serve 65 million people. A qualified indicator of a good quality laboratory is Thailand Medical Technology Council certification. Consequently, Chiang Rai Regional Medical Sciences Center established a development program for laboratory certification for 29 laboratories in the province. This paper seeks to examine this issue.

Design/methodology/approach

The goal was to improve laboratory service quality by voluntary participation, peer review, training and compliance with standards. The program consisted of specific activities. Training and workshops to update laboratory staffs' quality management knowledge were organized. Staff in each laboratory performed a self‐assessment using a standard check‐list to evaluate ten laboratory management areas. Chiang Rai Regional Medical Sciences Center staff supported the distribution of quality materials and documents. They provided calibration services for laboratory equipment. Peer groups performed an internal audit and successful laboratories received Thailand Medical Technology Council certification.

Findings

By December 2007, eight of the 29 laboratories had improved quality sufficiently to be certified. Factors that influenced laboratories' readiness for quality improvement included the number of staff, their knowledge, budget and staff commitment to the process. Moreover, the support of each hospital's laboratory working group or network was essential for success.

Research limitations/implications

There was no clear policy for supporting the program. Laboratories voluntarily conducted quality management using existing resources.

Practical implications

A bottom‐up approach to this kind of project can be difficult to accomplish. Laboratory professionals can work together to illustrate and highlight outcomes for top‐level health officials. A top‐down, practical approach would be much less difficult to implement.

Originality/value

Quality certification is a critical step for laboratory staff, which also encourages them to aspire to international quality standards like ISO. The certification program is an important mechanism for addressing inadequate knowledge, budget, planning, policy and staff required to improve laboratory services.
Factors affecting the climate of hospital patient safety
Authors: Walston Stephen L. , Al‐Omar Badran A. , Al‐Mutari Faisal A.
Published: January 2010

Purpose

The purpose of this paper is to describe three organizational dimensions that influence hospital patient safety climate, also showing and discussing differences between organizational types.

Design/methodology/approach

Surveys were conducted in four types of Saudi Arabian hospitals. Resultant information was analyzed using factor analysis and multiple‐regression.

Findings

Management support, a proper reporting system and adequate resources were found to influence the hospital patient safety climate.

Research limitations/implications

The cross‐sectional hospital survey took place in a country that is radically redesigning its healthcare system. Major changes including hospital privatisation and healthcare insurance systems may have significant effects on hospital organizational climates.

Originality/value

Improving a hospital's patient safety climate is critical for decreasing errors and providing optimal services. Although much patient safety research has been published, the organizational climate in non‐Western countries has not been studied. The paper provides a unique Saudi Arabian hospital perspective and suggests that three dimensions influence the patient safety climate. Hospital managers are encouraged to improve these critical dimensions to positively develop their patient safety climate.
Factors that prevent physicians reporting adverse events
Authors: Moumtzoglou Anastasius
Published: January 2010

Purpose

The purpose of this paper is to explore the reasons why Greek doctors are reluctant to report adverse events.

Design/methodology/approach

The paper is an exploratory study using the adverse events questionnaire, administered to 209 doctors in 14 major Athens hospitals, comprising university as well as tertiary.

Findings

The questionnaire showed a high degree of internal consistency (Cronbach's alpha 0.84), which revealed a four‐factor solution, explaining 67.4 per cent of the variance. Three dominant reasons for not reporting, with which almost or more than 50 per cent of doctors strongly or slightly agreed, were identified as no tradition for bringing up adverse events and a belief that bringing up adverse events will not lead to any improvement and workload.

Research limitations/implications

Factors that dissuade doctors from bringing up adverse events may be projected not only by cultural aspects such as professional, national and organisational cultures but also by healthcare structural issues such as safety systems, rules and procedures, and relevant acts and regulations. The study has several noteworthy limitations. First, doctors' response was poor, which might conceal sample bias problems. Second, the present study identified four factors but the fourth factor was not well defined.

Originality/value

The study provides an understanding why physicians fail to report adverse events so that systems can be introduced and cultures developed, which make this easier.
Quality control methods at a hospital
Authors: Canel Cem , Mahar Steve , Rosen Drew , Taylor John
Published: January 2010

Purpose

Healthcare providers need the information contained in patient records to provide high‐quality services. To be effective, patient record assembly must be completed in a timely manner. This study aims to analyse the medical records assembly process for a hospital in Southeastern United States having difficulty meeting standard completion times established by the Joint Commission on the Accreditation of Healthcare Organization.

Design/methodology/approach

Several quality improvement tools were used to evaluate and improve the assembly process.

Findings

As a result of the study, a new procedure was implemented. Consequently, the hospital reduced the time required to assemble medical records, thereby improving efficiency and effectiveness. There are hopes to further improve the process.

Research limitations/implications

The study provides guidance on how statistical process control techniques can be applied to improve hospital services. The techniques employed can be used to analyze and improve any process. However, results are limited to improving medical record assembly processes at one particular hospital.

Originality/value

Past studies considered the application of various statistical process control techniques for improving healthcare quality. The study extends research by employing process improvement efforts to understand and develop medical record assembly in a regional hospital via process flow diagramming and control charts.
Quality of life and wellbeing of the elderly in Lebanese nursing homes
Authors: Doumit Jacqueline , Nasser Ramzi
Published: January 2010

Purpose

The purpose of this paper is to assess quality of life in relation to wellbeing among Lebanese nursing home elderly residents. The study attempts to understand the impact of structures, processes and skills on elderly health status.

Design/methodology/approach

In this paper, 220 normally functioning elderly respondents from 33 nursing homes were studied. A quasi‐experimental approach measured psychological and health‐related factors using the Geriatric Depression Scale, Activity of Daily Living, EuroQol EQ‐5D and the Mini‐Nutritional Assessment (MNA) instruments.

Findings

A relatively high level of mild depression among elderly residents and a lack of mobility were found. Generally, normally functioning elderly residents were well nourished and had moderate daily activity levels.

Originality/value

The study is original in the sense that it assesses elderly residents' psychological and physical health status in relation to institutional structures, processes, and skills.
Specialty hospitals emulating focused factories
Authors: Kumar Sameer
Published: January 2010

Purpose

For 15 years general hospital managers faced new competition from for‐profit specialty hospitals that operate on a “focused factory” model, which threaten to siphon‐off the most profitable patients. This paper aims to discuss North American specialty hospitals and to review rising costs impact on general hospital operations. The focus is to discover whether specialty hospitals are more efficient than general hospitals; if so, how significant is the difference and also what can general hospitals do in light of the rising specialty hospitals.

Design/methodology/approach

The case study involves stochastic frontier regression analysis using Cobb‐Douglas and Translog cost functions to compare Minnesota general and specialty hospital efficiency. Analysis is based on data from 117 general and 19 specialty hospitals.

Findings

The results suggest that specialty hospitals are significantly more efficient than general hospitals. Overall, general hospitals were found to be more than twice as inefficient compared with specialty hospitals in the sample. Some cost‐cutting factors highlighted can be implemented to trim rising costs.

Practical implications

The case study highlights some managerial levers that general hospital operational managers might use to control rising costs. This also helps them compete with specialty hospitals by reducing overheads and other major costs.

Originality/value

The study is based on empirical modeling for an important healthcare operational challenge and provides additional in‐depth information that has health policy implications. The analysis and findings enable healthcare managers to guide their institutions in a new direction during a time of change within the industry.
Who does workforce planning well?
Authors: Curson J.A. , Dell M.E. , Wilson R.A. , Bosworth D.L. , Baldauf B.
Published: January 2010

Purpose

This paper sets out to disseminate new knowledge about workforce planning, a crucial health sector issue. The Health Select Committee criticised NHS England's failure to develop and apply effective workforce planning. The Workforce Review Team (WRT) commissioned the Institute for Employment Research, Warwick University, to undertake a “rapid review” of global literature to identify good practice. A workforce planning overview, its theoretical principles, good practice exemplars are provided before discussing their application to healthcare.

Design/methodology/approach

The literature review, undertaken September‐November 2007, determined the current workforce planning evidence within and outside health service provision and any consensus on successful workforce planning.

Findings

Much of the literature was descriptive and there was a lack of comparative or evaluative research‐based evidence to inform UK healthcare workforce planning. Workforce planning practices were similar in other countries.

Practical implications

There was no evidence to challenge current WRT approaches to NHS England workforce planning. There are a number of indications about how this might be extended and improved, given additional resources. The evidence‐base for workforce planning would be strengthened by robust and authoritative studies.

Originality/value

Systematic workforce planning is a key healthcare quality management element. This review highlights useful information that can be turned into knowledge by informed application to the NHS. Best practice in other sectors and other countries appears to warrant exploration.
Activities during melting and reflowing behaviour of solders
Authors: Mittal J. , Lin K.L.
Published: January 2010

Purpose

The purpose of this paper is to visualise the activities of three solders; Sn‐37Pb, Sn‐9Zn and Sn‐3.5Ag on Cu substrates during reflow near their melting points and to relate them with reflow reactions between solder and substrate.

Design/methodology/approach

Melting activities of three solders near their melting points on copper substrates are visualised in an infrared reflow furnace.

Findings

Solder balls demonstrate different ways of melting and reflowing behaviours in dissimilar times and temperature intervals. Melting of Sn‐9Zn solder balls is initiated simultaneously at the surface and joint between solder balls. This is followed by the melting at the joint between solder balls and the Cu substrate. During melting, solder balls are first merged into each other and then reflow on the substrate from top to bottom. Opposite to Sn‐9Zn, Sn‐3.5Ag solder balls start to melt at the surface and the joint between the solder and substrate, simultaneously. Balls are first reflowed from top to bottom and, in the process, liquid solder is merged. Unlike Sn‐9Zn and Sn‐3.5 Ag, melting of Sn‐37Pb solder balls is initially commenced at the surface only. This is followed by simultaneous melting at both joints. Variation in melting activities of these solders is found to be closely related to the coalescence mechanism of solder balls and the reflow reactions between the solders and the Cu substrate.

Originality/value

The elementary melting activities of different solders on Cu substrates is related with their reflow behaviours. This provides better understanding of solder behaviour and selection of good lead‐free solder for applications in the electronic industry.
Effect of stand‐off height on the microstructure and mechanical behaviour of solder joints
Authors: Wang Bo , Wu Fengshun , Wu Yiping , Liu Hui , Zhou Longzao , Fang Yuebo
Published: January 2010

Purpose

The purpose of this paper is to investigate the effect of stand‐off height (SOH) on the microstructure and mechanical behaviour of the solder joints in high density interconnection.

Design/methodology/approach

Cu/Sn/Cu solder joints with 100, 50, 20 and 10 μm SOH are prepared using a reflow process. The microstructures and compositions of solder joints are observed and analyzed by scanning electron microscopy. Tensile testing is carried out to investigate the mechanical properties of the solder joints.

Findings

The SOH has a significant effect on the microstructure and mechanical behaviour of Cu/Sn/Cu solder joints. The thickness of the intermetallic compound (IMC) decreases with the reducing SOH; however, their corresponding IMC proportion increases. Meanwhile, the Cu concentration in the solder bulk experiences a marked increase, and the dissolved Cu exists in the forms of a solid solution and Cu‐rich particles at the grain boundary. Because of the higher strain rate and more dissolved Cu in the solder bulk with the reducing SOH, the ultimate tensile strength of solder joints is enhanced. When the SOH reduces to 10 μm, there is only one grain in height in the bulk, and a fracture in the IMC layer occurs. According to the mass balance of substance, a model is established to semi‐quantitatively calculate the consumed Cu thickness, and it is found that the consumed Cu thickness decreases with the reducing SOH.

Originality/value

The paper offers insights into the microstructural and mechanical property changes of the solder joints with the reducing SOH.
X‐ray solder alloy volume measurement (XSVM) in pin‐in‐paste technology (PIP)
Authors: Janóczki Mihály , Jakab László
Published: January 2010

Purpose

The purpose of this paper is to develop a novel automatic and accurate measurement technique for the volume of solder which is present in solder paste in pin‐in‐paste (PIP) technology and a calculation algorithm for predicting solder joint quality.

Design/methodology/approach

A new method is described for accurately determining the volume of solder alloy in solder paste that is present in and around the through hole, using X‐ray measurements (orthogonal view X‐ray images, instead of angle view), image processing and other calculations. In addition, various calibration tool constructions are investigated and a method is suggested for determining the calibration curve (for each solder paste) of an X‐ray machine.

Findings

A new calibration tool has been developed to accurately measure the calibration curve of X‐ray machines. Based on several tests, a fast and reliable image processing method for measuring the average grey scale of each pasted through hole is described. Numerous PIP solder joints have been created then analysed using the methodology. To verify the efficiency of the described methods, joints are soldered and inspected using cross‐sectioning and X‐ray imaging.

Originality/value

Calibration curve measurement of an X‐ray machine is done with the help of the developed tool for PIP technology. Orthogonal view X‐ray images are used to measure the volume of printed solder alloy (paste). During the image processing, circle fitting has been simplified to line fitting.
Moisture effects on adhesion of non‐conductive adhesive attachments
Authors: Saarinen Kirsi , Heino Pekka
Published: January 2010

Purpose

Personal and portable electronic devices are becoming an important part of the everyday lives. Electronics miniaturization has been and continues to be the most important driver in this development. The current level of miniaturization has made the use of solder joints challenging and new methods, such as adhesive attachments, have been developed. The applicability of these methods depends crucially on their long‐term reliability. Typical failures mechanisms in adhesive connection include cracking, open joints and delamination. Moisture is the principal cause of failures in adhesive attachments. The purpose of this paper is to examine the long‐term effects of moisture and extended temperature on non‐conductive adhesive (NCA) attachments.

Design/methodology/approach

Moisture and extended temperature on NCA attachments are examined by strength tests and by finite element models.

Findings

The increase in temperature and moisture induces stresses on the interface of the adhesive and the chip. In the experiments, it is found that the adhesion strength of the adhesive decreased as a function of the time for which the samples are in a humid environment. Failures due to delamination are seen to be the result of these two mechanisms.

Originality/value

Reduction of pitch causes manufacturing problems in direct solder attachments. This paper examines a promising technique to overcome this problem by using adhesive attachment. Instead of solder joints in flip chip attachment, the chips can be attached to the substrate, or components can be attached to a printed wiring board, with adhesives.
Tin pest in lead‐containing solders
Authors: Plumbridge W.J.
Published: January 2010

Purpose

The purpose of this paper is to describe the effects of mechanical testing and thermal treatment prior to storage at either −18 or −40°C, for periods in excess of ten years on the Sn‐37Pb alloy.

Design/methodology/approach

For over a decade, The Solder Research Group at The Open University has studied tin pest development in several of the new lead‐free solders. Bulk samples, employed for mechanical testing, are laid down at −18 and −40°C, and inspected periodically.

Findings

In a previous examination in 2006, there was no evidence of tin pest formation in this alloy. On re‐examination of the same specimens in 2008, about one in ten of the samples stored at −18°C, both “as cast” and “tested”, exhibited warts of tin pest. Storage at −40°C increased this ratio to about one in three following treatment.

Originality/value

The paper's findings demonstrate that, even with high concentrations of lead present, eventually tin pest will form. So, for interconnections used in long‐term applications, whether lead‐free or lead‐bearing solders are employed, performance and structural integrity considerations should not ignore tin pest.
Leadership style and organizational learning: the mediate effect of school vision
Authors: Kurland Hanna , Peretz Hilla , Hertz‐Lazarowitz Rachel
Published: January 2010

Purpose

Fundamentally, the success of schools depends on first‐rate school leadership, on leaders reinforcing the teachers' willingness to adhere to the school's vision, creating a sense of purpose, binding them together and encouraging them to engage in continuous learning. Leadership, vision and organizational learning are considered to be the key to school improvement. However, systematic empirical evidence of a direct relationship between leadership, vision and organizational learning is limited. The present study aims to explore the influence of principals' leadership style on school organizational learning, using school vision as a mediator.

Design/methodology/approach

The data were collected from 1,474 teachers at 104 elementary schools in northern Israel, and aggregated to the school level.

Findings

Mediating regression analysis demonstrated that the school vision was a significant predictor of school organizational learning and functioned as a partial mediator only between principals' transformational leadership style and school organizational learning. Moreover, the principals' transformational leadership style predicted school organizational vision and school organizational learning processes. In other words, school vision, as shaped by the principal and the staff, is a powerful motivator of the process of organizational learning in school.

Research implications/limitations

The research results have implications for the guidance of leadership practice, training, appraisal and professional development.

Originality/value

The paper explores the centrality of school vision and its effects on the achievement of the school's aims by means of organizational learning processes.
Facilitating the development of school‐based learning networks
Authors: Kubiak Chris , Bertram Joan
Published: January 2010

Purpose

This paper aims to contribute to the knowledge base on leading and facilitating the growth of school improvement networks by describing the activities and challenges faced by network leaders.

Design/methodology/approach

A total of 19 co‐leaders from 12 networks were interviewed using a semi‐structured schedule about the growth of their network, key leadership processes, “tipping points”, structural design and knowledge flow and transfer. Annual review documents were also analysed.

Findings

Five leadership activities focused on facilitating networks were identified. These were: “courting” potential partners and developing proposals for networked activity; working for partner alignment and buy‐in into network goals and plans; creating structured opportunities for teachers to work together; embedding networked activity through formalisation and harvesting the knowledge generated by practitioners; and refocusing network efforts. These activities present tensions around negotiating purpose, securing ownership of network activity, time, trust and the balance between quick wins and long term activities.

Originality/value

Internationally, networks are emerging as an increasingly common organisational form as well as a method for professional development, school improvement and to better serve pupil need. This paper adds to the limited research on network leadership and addresses increased calls for the intentional development of these organisational structures.
Best practices of successful elementary school leaders
Authors: Crum Karen S. , Sherman Whitney H. , Myran Steve
Published: January 2010

Purpose

This study is one in a series which aims to examine the theories of actions developed and internalized by school principals that help them serve as successful leaders in the tumultuous accountability climate. The dearth of recent empirical research focusing on best practices of successful school principals in a post‐NCLB nation sets the tone for and drives the study.

Design/methodology/approach

An inductive exploratory study was designed to provide insight into how successful elementary school principals facilitate high levels of student achievement. The research was grounded by allowing principals to talk about what their actual practices as leaders.

Findings

The principals provided a wealth of information that helped to identify common themes of practice across all 12 participants. The following categories represent the central themes: leadership with data; honesty and relationships; fostering ownership and collaboration; recognizing and developing leadership; and instructional awareness and involvement.

Practical implications

This study identified vital practices of successful elementary leaders that enabled them to facilitate high levels of student achievement and to dispel any notions that success is not possible in a high stakes environment. Interviews with the principals identified common themes of practice that, when collectively utilized, have led to high student achievement.

Originality/value

This study is very relevant and contributes to the growing body of research that seeks to define the qualities of effective leaders during times of increased accountability.
Pre‐service teachers' beliefs and pupil control ideology: the custodializing practicum
Authors: Rideout Glenn , Morton Larry
Published: January 2010

Purpose

The puposes of this study is to examine the impact of primarily bureaucratic socialization; and demographic, experiential, and philosophical orientations (beliefs about key educational concepts) variables on teacher candidates' pupil control ideology (PCI) during a pre‐service teacher education program. The relationship between philosophical orientations and changes to PCI is of particular interest.

Design/methodology/approach

Data collected at the beginning and end of their teacher education program from 474 teacher candidates were analysed using multivariate analyses.

Findings

Practicum socialization experiences were more closely associated with participants' PCI at the end of the teacher education program than any of the demographic, experiential, or philosophical orientation variables.

Research limitations/implications

An examination of interaction effects among the variables revealed a limited number of situations where the interaction of particular beliefs, demographic, and experience variables appear to minimize the shift to a more custodial PCI. Specific implications are identified in relation to males and elementary teaching, urban practicum placements, and pre‐service teacher education curriculum units pertaining to authenticity of beginning teacher practices.

Originality/value

The study provides a framework within which educators may examine the authenticity of beginning teachers' practice. In particular, educators may wish to carefully consider the evidence suggesting that pre‐service teachers practice may be inauthentic, that is, primarily imitative as a result of custodializing socialization factors, but only in particular circumstances associated with their predominantly humanistic beliefs about education.
Case writing as a signature pedagogy in education leadership
Authors: Meyer Heinz‐Dieter , Shannon Brenda
Published: January 2010

Purpose

The purpose of this paper is to propose, as a candidate for a signature pedagogy, a method centered on case writing and peer review.

Design/methodology/approach

In this method, aspiring education leaders use the writing of case studies – frequently featuring themselves as an actor in a narrative of organizational development or change – to advance their reflection in and on action. The study is then shared with members of the candidate's peer group (cohort members, faculty, or senior practitioners) as a step to building and integrating the candidate in a community of practice. To illustrate, the authors publish the case of a novice school‐leader's voyage to create unity and solidarity among a divided staff. The paper shows that case writing can enrich our arsenal of pedagogies that move the novice beyond the dualism of scholarship and practice.

Findings

Case writing uniquely facilitates reflection‐in‐action and the building of communities of practice.

Practical implications

Innovative pedagogies are required if practitioner education and training are to take their distinct place next to that of researchers and academics.

Originality/value

This paper describes the use of case writing cum peer review as a tool to develop the practical knowledge of fledgling educational leaders.
Curriculum reform in remote areas: the need for productive leadership
Authors: Niesche Richard , Jorgensen Robyn
Published: January 2010

Purpose

The purpose of this paper is to report on research into the challenges for leadership in implementation of a new curriculum in a remote region of Queensland, Australia.

Design/methodology/approach

Data for the research were gathered through an online survey and semi‐structured interviews with teachers and principals involved in the reforms.

Findings

Results show that there were substantial differences in the views of teachers and principals in their perceptions of the implementation process. The vast differences in the implementation strategies and leadership approaches between the schools suggested that the effect of the reform on leadership practices was more positive in schools in which elements of productive leadership were present.

Originality/value

This research highlights the importance of leadership throughout reform processes, particularly in terms of the different experiences and perceptions teachers and principals have during the policy implementation process. As a result, this paper offers an important perspective on the complex dynamics of leadership processes and how curriculum reform is enacted at the local level.
Managing consumer complaints: differences and similarities among heterogeneous retailers
Authors: Hansen Torben , Wilke Ricky , Zaichkowsky Judith
Published: January 2010

Purpose

The purpose of this paper is threefold: to examine complaint management among retailers in order to develop a typology of their strategic complaint management system; to develop a profile of each retailer group included in the typology using a set of key relevant variables (e.g. company size, perceived customer dissatisfaction); and to investigate the state of complaint management across different types of retailers.

Design/methodology/approach

Data are collected from an online survey of Danish and Swedish grocery retailers, electronic stores, car‐dealers, and furniture stores (n=260) using self‐administered questionnaires.

Findings

Cluster analysis identifies two clusters of retailers: non‐active complaint handlers and medium‐active complaint handlers. Medium‐active complaint handlers regard complaint handling as having higher strategic relevance than non‐active complaint handlers and also, medium‐active complaint handlers were more inclined to compensate the complaining customers for the loss they might have experienced. The developed cluster profiles revealed that medium‐active complaint handlers perceive a higher degree of customer dissatisfaction than do non‐active complaint handlers and also that a larger proportion of their customers have complained. Within retailers, grocery stores had the best compensation policies and the most positive attitude toward retailer‐customer interaction, while car dealers are the most likely to have a strategic plan to deal with complaints.

Practical implications

The results obtained in this paper indicate that retailers hesitate from inciting customers to complain. This is unfortunate, as dissatisfied customers should be regarded as a strategic asset, which potentially could provide retailers with important knowledge concerning their products and services and thereby helping retailers in improving their market place behaviour.

Originality/value

No other research has looked across different types of retailers to determine if there are differences in the integration of complaints to the strategic management process.
Alignment of retail channels in the fashion supply chain
Authors: Castelli Cecilia Maria , Brun Alessandro
Published: January 2010

Purpose

The purpose of this paper is to assess the use of alignment practices between manufacturers and retailers; it focuses on the Italian fashion industry.

Design/methodology/approach

A qualitative approach is adopted (case studies of fashion retailers in Italy), involving both documentary analysis and structured interviews with retail and store managers, with the aim of assessing the level of channel alignment between manufacturer and retailer.

Findings

The paper gives an overview of the extent to which fashion retailers in Italy pursue channel alignment; it suggests a relationship between the degree of alignment and two relevant drivers (channel type and lifecycle phase).

Research limitations/implications

A descriptive analysis with exploratory purpose is provided. The overall research plan includes expanding the analysis and final testing through quantitative methods.

Originality/value

The paper analyses the role of retail channel alignment in the fashion industry from an operational point of view; helps understanding the need for alignment with respect to channel type and lifecycle phase.
Fear of crime on shopping intentions: an examination
Authors: Burns David J. , Manolis Chris , Keep William W.
Published: January 2010

Purpose

The purpose of this paper is to explore the impact of fear of crime on consumer shopping intentions at a secondary business district in the USA.

Design/methodology/approach

Qualitative methodologies are used to first develop factors associated with fear of crime. These factors are then tested quantitatively with a sample of residents from a community bordering an established secondary shopping district. The model, which also includes behavior and subjective social norms as explanatory variables, is tested using multiple ordinary least square regression.

Findings

Only a single factor associated with fear of crime (which includes measures of vagrancies, lighting, and cleanliness) is found to be significantly related to shopping intentions. The findings do not differ between males and females. The remaining five factors associated with fear of crime are not significantly related to shopping intentions.

Research limitations/implications

The paper is limited to a single location and measures shopping intentions but not actual shopping activity. Future research can build in these two areas.

Practical implications

Retailers located in older shopping districts are challenged to renew interest among shoppers. This paper suggests that by focusing on a few key environmental characteristics, retailers can reduce the fear of crime and improve consumers' shopping intentions.

Originality/value

Given the many older, secondary shopping districts, this paper is one of a few to link specific shopping district characteristics to fear of crime and shopping intentions.
The role of top management in supply chain management practices
Authors: Sandberg Erik , Abrahamsson Mats
Published: January 2010

Purpose

Despite the often stated importance, little about top management's role in supply chain management (SCM) practices is known. The purpose of this paper is therefore to explore the role of top management in two retail companies that successfully utilise opportunities given by SCM practices.

Design/methodology/approach

As an empirical basis for the research, two Swedish retail companies are explored. Members of the top management teams have been interviewed about their role in the company and their priorities.

Findings

The top management role is described by introducing four archetypes; the supply chain thinker, the relationship manager, the controller and the organiser for the future.

Originality/value

This paper adds to existing theory by giving a more detailed description of top management's role in SCM practices, i.e. how SCM practices could actually be managed, and, in the extension, to the understanding for what is needed to implement more SCM practices in real existing companies and supply chains.
An analytic hierarchy process approach to assessing consumers' distribution channel preference
Authors: Kevin Chiang Wei‐yu , Li Zhen
Published: January 2010

Purpose

The competition in market penetration between the traditional and online channels has been intensified. The purpose of this paper is to assess predictors of business‐to‐consumer (B2C) channel preference and investigate the consumers' attitudes towards different shopping channels.

Design/methodology/approach

An analytical hierarchy process (AHP) is applied to assess factors influencing consumers' channel attitudes based on an empirical survey which focuses on three different product types: books/CDs, electronics, and fashion products.

Findings

The results reveal that price, product variety, and accessibility, respectively, are the dominant predictors of B2C channel preference. It is found that consumers' utility value of buying online decreases in the online quality uncertainty level.

Research limitations/implications

The sample focuses on the age group of 20‐40. Since this group of people are generally more skilled and confident on internet technology, it is unclear whether the insights obtained could extend to a more unbiased sample.

Practical implications

This paper provides insights into the relative importance of factors affecting consumers' channel preference, which are helpful for practitioners in terms of coming up with more effective channel improvement plans and strategies under limited resources.

Originality/value

This is the first study that applies AHP to assess consumers' channel preference. This approach, which does not require restrictive assumptions, takes into account the difficulty of giving precise judgments by allowing respondents to be inconsistent to some extent.
Post‐adoption online shopping continuance
Authors: Liu Chuanlan , Forsythe Sandra
Published: January 2010

Purpose

The purpose of this paper is to examine post‐adoption usage of the internet as a shopping channel. It aims to examine the effects of innovation attributes on post‐adoption shopping behaviours to determine whether factors predicting initial adoption will be effective in predicting post‐adoption. It also aims to examine the links between two usage patterns (purchasing experience product versus search product) and online shopping continuance. The paper also seeks to compare strength of identified links among innovation attributes, online purchase behaviors and online shopping continuance.

Design/methodology/approach

An online survey of a national sample of online shoppers identifies online purchase behaviours for search and purchase goods; data are analysed using structural equation modelling to test the proposed model and the hypotheses.

Findings

The analysis finds support for the proposed research model and indicates that experience product purchasing has the most salient effect on online shopping continuance. Innovation attributes predicting initial adoption do not play the same roles in post‐adoption usage.

Research limitations/implications

The survey suffered from self‐selection and self‐reporting limitations normally associated with a panel sample.

Practical implications

Post‐adoption actual use behaviour is the most robust predictor of channel‐loyal shopping behaviour; therefore, focusing solely on improving online shoppers' favourable perceptions or positive attitudes toward shopping online might not be an efficient approach.

Originality/value

This research contributes to the marketing literature on consumer innovation diffusion by extending the consumer innovation adoption process to the post‐adoption context.
Grocery store image, travel distance, satisfaction and behavioral intentions
Authors: Hsu Maxwell K. , Huang Yinghua , Swanson Scott
Published: January 2010

Purpose

The purpose of this paper is to study the interrelationships among grocery store image, travel distance (TD), customer satisfaction, and behavioral intentions (BI) in a college town setting.

Design/methodology/approach

Surveys are given to undergraduate college student grocery shoppers in a Midwest college town. The 400 usable questionnaires are randomly divided into two parts: one subsample was used for exploratory factor analysis while the other (larger) subsample was used for confirmatory factor analysis and subsequently the structural path analysis.

Findings

Grocery store image is identified as a second‐order construct reflected by the three key components of merchandise attributes (MEA), store ambience and service (SAS), and marketing attractiveness (MGA). Although store image is an important driver of BI, its indirect effect through customer satisfaction is found to be substantially greater than its direct effect on BI. Interestingly, TD is positively related to satisfaction, which highlights the possibility for retailers to overcome the distance disadvantage.

Originality/value

As few studies have attempted to characterize the US grocery market in terms of the reasons for their choice, this exploratory study is unique because it investigates grocery shopping behavior in a traditional American college town. Specifically, the distinctive market factors (e.g. the relative scarcity of grocery retailers, their distance from campus, and the mix of grocer types in or around the Midwest college town) add value and contribute to the retailing literature.
Psychographic characteristics affecting behavioral intentions towards pop‐up retail
Authors: Kim Hyejeong , Fiore Ann Marie , Niehm Linda S. , Jeong Miyoung
Published: January 2010

Purpose

The purpose of this paper is to explore relationships between consumer innovativeness, market mavenism, shopping enjoyment, and beliefs, attitude, and patronage intentions toward pop‐up retail.

Design/methodology/approach

A survey technique using a national sample of consumers resulted in 869 usable responses. Structural equation modeling is used to test the hypothesized relationships among variables.

Findings

Findings show that consumer innovativeness and shopping enjoyment influence beliefs about the importance of hedonic elements of pop‐up retail (novelty/uniqueness factor) and attitude toward pop‐up retail, which affects patronage intentions.

Practical implications

Findings provide support for the effectiveness of pop‐up retail, an experiential marketing strategy, at enhancing the appeal of a retail venue to consumers exhibiting higher tendencies in innovativeness and shopping.

Originality/value

This paper provides an investigation of consumer psychographic characteristics and their effect on attitude and behavioral intentions towards a new experiential marketing format, pop‐up retail. This paper demonstrates empirically how consumer innovativeness and shopping enjoyment, noted as growing tendencies among consumers, affect beliefs, attitude, and behavioral intentions towards pop‐up retail.
Consumer trust in service companies: a multiple mediating analysis
Authors: Kantsperger Roland , Kunz Werner H.
Published: January 2010

Purpose

The concept of “trust” has gained considerable importance in the field of marketing during the last decades and is seen as a key mediator of customer relationship marketing. But upon a closer look at the literature, the construct “trust” is conceptualized and measured very differently. Based on a literature review and theoretical work, the purpose of this paper is to develop a conceptual model of consumer trust in a service company, which distinguishes two fundamental dimensions. Using these dimensions, it is possible to detect different mediating effects of trust in the customer relationship to the service company.

Design/methodology/approach

Antecedents and consequences of trust are studied in a business‐to‐consumer services context in the banking industry. To test hypotheses, empirical data are collected from a sample of 232 retail bank customers with checking accounts. By means of a LISREL approach, two rivalling measurement models of trust are compared and show various mediating effects.

Findings

The empirical data support the two‐dimensional model of trust. Further, the two dimensions of trust are mediating the effect of customer satisfaction (CS) differently. In particular, it is shown that “benevolence” has a significantly greater influence on customer loyalty than “credibility.” Finally, beside CS, the customer's propensity to trust also influences trust.

Research limitations/implications

Findings are limited to the cross‐sectional design of the study and the financial industry.

Practical implications

For the management of consumers' trust perception, the adequate conceptualization and measurement of trust is central. The aspect of benevolence is crucial for creating consumer loyalty and trust as well as the building of customer relationships. Consequently, management should foster activities to signal customers to be benevolent partners (e.g. service guarantees and branding) to ensure a high‐quality service experience.

Originality/value

In previous research, trust has been often conceptualized and measured in an inconsistent and unequivocal way. In the proposed approach, the two facets of trust are theoretically conceptualized and measured separately. Thus, differentiated effects of antecedents as well as consequences of trust can be detected.