bluuebunny/crossref_metadata_2025 huggingface dataset:
The paradox of teamwork
Authors: Rabey Gordon
Published: June 2003

The concept of teamwork in the workplace as defined in the literature requires a planned development to reach its maturity and a reasonably stable environment in which it can operate, but today there is no assurance that either condition can be met. Development time has been truncated and stability is uncertain. Furthermore, teams as such have no identity and recognition and reward remain focused on the individual. Yet the value and the power of the synergy of teamwork are unchallenged and perceptive managers constantly seek to capture its benefits. Teams have the collective strength that will achieve targets and influence motivation and morale – but the ideas which stimulate their actions come from individuals, not necessarily their leaders. A team can incubate but it cannot initiate. Innovation begins when an idea and an individual meet, and much will depend on how the organisation then handles it. Acceptance of the significance of this should challenge managers to look more closely into the untapped potential of the individuals they now regard as team members. Otherwise they may lose them.
Leading business transformation – learning by doing
Authors: Nixon Bruce
Published: June 2003

Globalisation and the technological revolution have transformed our world. It is exciting and offers abundant possibilities. For leaders it is hugely challenging. It is characterised by constantly shifting global competition, faster and faster change, increasing complexity, unpredictability, instability, ambiguity, interdependence and growing global crisis. This means learning how to handle and thrive on chaos. In this situation, old didactic or management training approaches for developing leaders are not likely to be effective. Over the years one has been working with one’s clients, helping them learn and transform their companies in ways that reflect the different skills they need today. One has worked hard to create an approach that really works, making mistakes, learning and gradually getting it to work better and better. This is now shared with the readers.
The best teams are emotionally literate
Authors: Welch Jim
Published: June 2003

Proposes that emotional intelligence (Ei) enables teams to boost their performance. Looks at five Ei team competencies which build on individual Ei skills. These are inclusiveness, adaptability, assertiveness, empathy, and influence. However, these competencies are not enough on their own. There also has to be “a bridge of intent” where each member of the team commits to increasing his or her self‐understanding. In this respect Ei is not a static skill but becomes the way the team does business. Concludes that those teams which develop their Ei are likely to have far more initiative in dealing with organisational challenges, will be far better at addressing ongoing concerns such as stress, change and conflict and will genuinely get more out of work.
Tool changers enhance robot versatility
Authors: Little Robert
Published: June 2003

This paper describes the benefits and requirements of robot tool changers and the selection criteria. In particular, expands on the design of the ATI quick‐change tool changer and provides examples of industrial applications.
Robot innovation continues as sales suffer
Authors: Bloss Richard
Published: June 2003

Pre‐packaged robot applications now include robot‐served computerized measurement systems. Accessory suppliers innovate with compact electric powered grippers and vacuum suction cup‐style grippers with self‐contained vacuum supply. Linear slides and actuators beef up features and options to meet the new demands from pick and place requirements.
High speed vision sensor and quick robotic hand enable a robot to catch a ball
Authors: Kusuda Yoshihiro
Published: June 2003

Professor Masatoshi Ishikawa of the University of Tokyo, Japan, has developed a super fast vision sensor and a super quick hand (gripper), and integrated them in an impressive demonstration system in which the vision sensor recognizes a free falling ball and the hand catches it in the air. The secret lies in a super fast vision chip and visual servo technology developed along with the chip. A lot of new applications for this new technology in future robotics are expected.
Gripping developments at Silsoe
Authors: Connolly Christine
Published: June 2003

This article describes two developments for the automatic handling of delicate food products: a new end‐effector for handling sticky objects, and a vision‐based system for harvesting mushrooms.
Electroadhesive microgrippers
Authors: Monkman Gareth
Published: June 2003

Describes the benefits of using electroadhesion when handling very delicate, polished and/or coated optical and electro‐optical microcomponents. Electroadhesion is a technique already familiar to those working in the semiconductor industry and is eminently suitable for the handling of microcomponents in air, gas or vacuum.
Robotic manipulation of food products – a review
Authors: Chua P.Y. , Ilschner T. , Caldwell D.G.
Published: June 2003

The food industry is a highly competitive manufacturing area, but with relatively little robotic involvement as compared to the automotive industry. This is due to the fact that food products are highly variable both in shape, sizes and structure which poses a major problem for the development of manipulators for its handling. This paper reviews the current state of development in robot manipulators for the food industry. Three main areas were covered. They are: the handling of non‐rigid food products – the processing of meat, poultry, fish and milking, the harvesting of food products – picking of fruits, asparagus and mushrooms, and the packaging of food products – secondary and tertiary.
Using variable‐reluctance actuators in automated manufacturing machines
Authors: Cheung Norbert C. , Pan Jianfei
Published: June 2003

Most advanced manufacturing processes require high‐speed and high‐precision assembly machines for material transfer, packaging, assembly, and electrical wiring. To achieve the precise motion control, most of the machines use rotary electrical motors as their prime motion actuators, and couple their output shafts to mechanical motion translators. In this paper, the author proposes a new direction in high performance automated machine design, and suggests that the future high performance motion systems should be designed through the philosophy of “simplifying the mechanics through direct‐drive actuators and advanced control methodologies”. For this purpose, this paper investigates a class of direct‐drive variable reluctance (VR) motion actuators for high performance motions, and also looks into a number of VR actuators suitable for robotic applications. It also highlights their features and advantages, and describes the challenges of controlling these devices.
Evaluation of handling results of various materials using a non‐contact end‐effector
Authors: Ozcelik Babur , Erzincanli Fehmi , Findik Fehim
Published: June 2003

A non‐contact end‐effector was applied to lift three different materials which have different physical properties. These materials are mica (as rigid material), carton (as semi‐rigid material) and non‐rigid material (woven fabric). This end‐effector operates on the principle of generating a high‐speed air flow between nozzles and the specimen surface thereby creating a vacuum which levitates the materials with no mechanical contact. In this paper, the handling results of these materials are compared with each other. The changes in the physical behavior of lifting materials were observed during the experimental work. The effect of the various air flow rates on the non‐contact handling clearance gap between the nozzle and the materials were also investigated. As a result, it was observed that the non‐contact end‐effector could be applied to handle different flat materials.
Actuation of biologically inspired intelligent robotics using artificial muscles
Authors: Bar‐Cohen Yoseph
Published: June 2003

Humans throughout history have always sought to mimic the appearance, mobility, functionality, intelligent operation, and thinking processes of biological creatures. Advancements in artificial muscles, artificial intelligence, artificial vision and many other biomimetic related fields are leading to many benefits for humankind. One of the newest among these fields is the artificial muscle, which is the moniker for electroactive polymers. The potential of these materials is enormous and, as challenges are addressed and new effective materials are introduced, capabilities that were considered as science fiction are becoming engineering reality. This paper covers the current state‐of‐the‐art and challenges to make biomimetic robots use artificial muscles.
A philosophical analysis of management: improving praxis
Authors: Dixon John , Dogan Rhys
Published: June 2003

This paper draws on the philosophy of social sciences to develop a framework that permits a critical analysis of management practice. It uses this framework to construct a taxonomy that enables the identification of the competing philosophical paradigms that underpin contending perspectives on what constitutes “good” management practice, so enabling the articulation of their salient risks and thus their fundamental philosophical flaws. It then proposes the requirements for a philosophically coherent approach to management. Thereon, the implications for management development are explicated.
Customer‐focused performance and the dynamic model for competence building and leveraging
Authors: Wang Yonggui , Lo Hing‐Po
Published: June 2003

In today's turbulent environment, customers are playing a more important role in competition, which can be reflected by customers as co‐producer, value co‐producer, or co‐developer of knowledge and competencies, etc. Accordingly, business priority should be given to what customers really value. Unlike previous studies, which emphasize market performance mainly from the internal or firm's perspective, this paper proposes that firms should prioritize customer‐focused performance, defined totally from an external perspective of targeted customers. The paper examines the important role of customer‐focused performance and its interactive relationships with other dimensions of the overall performance system, and goes further to analyze the components and dynamics of customer‐focused performance. Finally, attention is given to the dynamic competence building and leveraging process and its key elements, which determines the customer‐focused performance in perspective of resource‐based views. Important propositions are presented and future implications discussed.
The differing faces of managerial competency in Britain and America
Authors: Cheng Mei‐I , Dainty Andrew R. J. , Moore David R.
Published: June 2003

Research on managerial competence has been narrowly focused and confusing in its terminology. In particular, a disparity has emerged between the definitions and assessments of competence developed in the USA and the approaches adopted in the UK. In this paper it is argued that each perspective is incomplete and therefore lacking as a comprehensive frame for understanding both managerial competence and the management of performance. Furthermore, they have failed to deal with issues of the dynamic environment and the widely different contexts for managerial performance, particularly with regard to identifiable cultural differences. This paper aims to paint a more complete picture of “competence” by subjecting it to conceptual analysis. An examination of its contemporary use identifies both conceptual and practical flaws. Accordingly, an alternative approach is posited which places emphasis on those issues critical to achieving desired enhancements in management performance.
Going beyond career plateau
Authors: Chang Boon Lee Patrick
Published: June 2003

Prior research has used career plateau to account for employees’ work outcomes. Owing to recent de‐emphasis on organizational careers, however, employees may have changed their attitudes toward career plateau. This research argues that professional plateau—defined as the point where employees find their jobs unchallenging and that they provide few opportunities for professional development and future employability—can enhance the explanation for employees’ work outcomes. The major hypothesis of this research is that professional plateau will account for a significant variance in three work outcomes—namely, career satisfaction, job satisfaction, and turnover intentions. Data collected from a questionnaire survey were used to test the hypotheses in this research. The results show that professional plateau accounted for a significant variance in the three work outcomes. The results are significant because they add another dimension to our understanding of plateau.
Expert systems in business: applications and future directions for the operations researcher
Authors: Metaxiotis K. , Psarras John
Published: June 2003

Intelligent solutions, based on expert systems (ES), to solve complicated practical problems in various sectors are becoming more and more widespread nowadays. Expert systems are being developed and deployed worldwide in myriad applications, mainly because of their symbolic reasoning and its explanation capabilities. Provides an overview for the operations researcher of the expert systems methodology, as well as their historical and current use in business. Aims to present and focus on the wide range of business areas of ES applications, avoiding an in‐depth analysis of all the applications ‐‐ with varying success ‐‐ recorded in the literature. Reveals that, although still regarded as a novel methodology, ES are shown to have matured to the point of offering real practical benefits in many of their applications.
Measuring Web site quality improvements: a case study of the forum on strategic management knowledge exchange
Authors: Barnes Stuart J. , Vidgen Richard
Published: June 2003

As organizations have begun increasingly to communicate and interact with consumers via the Web, so the appropriate design of offerings has become a central issue. Attracting and retaining consumers requires acute understanding of the requirements of users and appropriate tailoring of solutions. Recently, the development of Web offerings has moved beyond the commercial domain to government, both national and international. This paper examines the results of a quality survey of a Web site provided by the OECD. The site is examined before and after a major redesign process. The instrument, WebQual, draws on previous work in Web site usability, information quality, and service interaction quality to provide a rounded framework for assessing e‐commerce and e‐government offerings. The metrics and findings demonstrate not only the strengths and weaknesses of the sites, but also the different impressions of users in member countries. These findings have implications for e‐government Web site offerings.
A framework to enhance manufacturing agility using information systems in SMEs
Authors: Coronado Adrian E.
Published: June 2003

Information systems have received special attention in the literature on agile manufacturing. Some authors have rated IS as critical, important and ultimately required for the agile enterprise. However, it is not quite clear the extension or involvement of information systems in achieving and supporting agility in manufacturing. On the other hand, the failure of IS to deliver expected benefits has been documented in different sectors, including manufacturing. The results of a case study involving two SMEs are used to identify clearly the role of information systems within the concept of agility and then used to develop a framework that ensures that information systems provide benefits to manufacturing organisations through enhancing the agility of its manufacturing processes.
On the design concepts for CRM system
Authors: Yong Ahn Jeong , Ki Kim Seok , Soo Han Kyung
Published: June 2003

In the past few years, information technology has stimulated several innovations in the business and marketing fields, and advances in the technology are changing the research surrounding those fields. Recently, focusing topics in the management and marketing field are electronic customer relationship management (CRM) and the practical use of marketing data and information technology. The goal of this article is not to provide an all‐inclusive tutorial on CRM but rather to provide fundamental concepts behind CRM and some aspects of the system development process. This article provides a comprehensive review of CRM and marketing data sources, and consider some design concepts for creating an effective CRM system from the viewpoint of practical use of the data sources.
Legal strategies in resolving domain name disputes
Authors: Apke Thomas M.
Published: June 2003

Describes how the Internet revolution has created a wide range of legal issues, with one of the more contentious being domain name disputes. Stresses that it is important for trademark owners to know and understand what remedies are available in order to select the strategy that best serves the owner’s interests in resolving a domain name dispute with the registrant. Discusses and compares the remedies available and strategies in selecting the approach that most suits the objectives of the mark owner.
A business process change framework for examining lean manufacturing: a case study
Authors: Motwani Jaideep
Published: June 2003

By means of a case study, discusses the most important elements of lean manufacturing (LM), the strategies used by the company for implementing LM, and the significant benefits that were accrued in manufacturing operations. Explains the critical factors involved in the implementation of LM utilizing a business process change framework. The data for this study were obtained through interviews, questionnaire survey and archival sources.
The development and empirical validation of an e‐based supply chain strategy optimization model
Authors: Kotzab Herbert , Skjoldager Niels , Vinum Thorkil
Published: June 2003

Examines the formulation of supply chain strategies in complex environments. Argues that current state‐of‐the‐art e‐business and supply chain management, combined into the concept of e‐SCM, as well as the use of transaction cost theory, network theory and resource‐based theory, altogether can be used to form a model for analyzing supply chains with the purpose of reducing the uncertainty of formulating supply chain strategies. Presents e‐supply chain strategy optimization model (e‐SOM) as a way to analyze supply chains in a structured manner as regards strategic preferences for supply chain design, relations and resources in the chains with the ultimate purpose of enabling the formulation of optimal, executable strategies for specific supply chains. Uses research results for a specific supply chain to validate the usefulness of the model.
The use of automated optical testing (AOT) in statistical process control (SPC) for printed circuit board (PCB) production
Authors: Talbot Nigel
Published: June 2003

Statistical process control is a powerful tool for understanding changes taking place during the manufacture of a printed circuit board. It can be used to raise the product quality and enable trend spotting, as well as leading to overall reduction of product costs and lead times. In this paper, the links between the more traditional methods of inspection and test, and how they have given birth via the conventional automatic optical inspection, to the more sophisticated and state‐of‐the‐art automatic optical testing are explored.
The developing technologies of integrated optical waveguides in printed circuits
Authors: Holden Happy T.
Published: June 2003

High density interconnect (HDI) printed circuits are now being designed in ever‐increasing quantities for very high‐speed applications. The challenge of opto‐electronics and integration of photonics into the printed circuit has started to take off. In the next 7 years, expectations are that photonic printed circuit boards will grow to a $2.5 billion industry. This paper looks at the issues, materials and current processes being researched by European, Japanese and North American organizations to create this integrated opto‐electronic circuit board. In addition to reviewing the global players in polymer photonics, this paper will review the current programs of four of the six groups globally, namely EOBC‐OptoFoil (University of Ulm, Fraunhafer Inst., Daimler‐Chrysler, Siemens), PolyGuide (Dupont, HP), TOPCat (NIST, 3M, Goodyear), Truemode™ (Terahertz), NTT and JIEP.
An update on the WEEE and RoHS directives
Authors: Geraghty Kate
Published: June 2003

Outlines and comments on the waste electrical and electronic equipment and the restriction on the use of hazardous substances in electrical and electronic equipment directives, which have recently become law.
The welfare interpretation of consumer equivalence scales
Authors: Bradbury Bruce
Published: June 2003

Conventional consumer equivalence scales measure the cost of children (and other household living arrangements) but not their benefits. Since many people choose to have children, these costs must be outweighed by other benefits. This paper considers these issues of demographic choice and explores the relevance of consumer equivalence scales to the broader welfare questions associated with tax/transfer policies and poverty and inequality measurement. The paper concludes that in contrast to conventional methods of measuring poverty and inequality, there is a case for the use of different equivalence scales for adults and children in the same household. Though the adults may have chosen their lower living standard in exchange for the “joys of parenthood”, the children have made no such choice.
Orthodoxy and heterodoxy in analyzing institutions
Authors: Zafirovski Milan
Published: June 2003

The rediscovery and analytical reconstitution are present tendencies in much of social science, especially economics and sociology. The emergence and expansion of the so‐called new institutional economics exemplify these tendencies as do attempts at revival and rehabilitation of the old institutional economics. Analogous tendencies have been manifested in sociology by the further development of economic sociology, especially by various reformulations of its classical premise of institutional structuration and embeddedness of economic behavior. Nevertheless, much of mainstream economics tends to neglect or play down certain salient divergences between the latter's neoclassical or orthodox institutionalism, and heterodox or critical institutionalism advanced by the old institutional economics as well as by economic sociology. Identifies and elaborates such divergences between these seemingly homologous varieties of institutionalism. Since institutionalist varieties and tendencies in both economics and sociology are considered, represents a contribution to an interdisciplinary treatment of social institutions, a treatment originally proposed by the old institutional economics of Veblenet al., the German historical school as well as by Weberian‐Durkheimian classical economic sociology.
Macroeconomic determinants of outward foreign direct investment
Authors: Kyrkilis Dimitrios , Pantelidis Pantelis
Published: June 2003

The aim of this paper is to test the hypothesis that the outward foreign direct investment (FDI) position of countries may be considered as a function of country specific characteristics, such as income, exchange rate, technology, human capital and openness of the economy. The model developed identifies the main determinants of outward FDI using time series data for five European Union members and four non‐European Union countries. The model indicates that real gross national product is proved the most important determinant of outward FDI. Developed European countries specialise in human capital intensive FDI, while non‐European Union countries in technology intensive. Overall, the results verify that the outward FDI position of countries is influenced by national characteristics and that the same type of endowments have different significance for different countries.
A family of estimators of population mean using multiauxiliary information in presence of measurement errors
Authors: Allen Jack , Singh Housila P. , Smarandache Florentin
Published: June 2003

This paper proposes a family of estimators of population mean using information on several auxiliary variables and analyzes its properties in the presence of measurement errors.
Concepts, reality and suggestions about Greek library management education
Authors: Korobili‐Xantinidou Stella , Moreleli‐Cacouris Mersini , Tilikidou Irene
Published: June 2003

The rapid changes in the Greek Library scene in the last decade and the need for librarians to work in a more complex and demanding environment create responsibilities for library schools to design and implement new programmes, adopting a new learning theory. A literature review indicated constructivism as a theory that could be used to create a new educational environment that will allow student‐centered and collaborative learning, and facilitate interaction. In order to identify the competencies and skills required of library managers as perceived by practitioners, the authors conducted a survey. The population of the survey was the staff of Greek libraries, the data collection method was a census and the instrument was a structured questionnaire. Descriptive statistics, as well as ANOVA one‐way, Pearson’s parametric correlation and multiple regression were run to determine the present and needed managerial competencies and skills of Greek librarians.
Professional service relationships: a multi‐context study of factors impacting satisfaction, re‐patronization, and recommendations
Authors: Hausman Angela V.
Published: June 2003

Distinct difference between professional services and other types of service may increase customer reliance on social aspects of the relationship as a means to increase satisfaction with the service encounter. These services are characterized by one‐on‐one interactions involving repeated, frequent encounters with the same professional service provider and contain differences including: complexity, the intimate nature of exchange, and co‐production of service outcomes by both the client and the service provider. This study investigates the relative impact of technical and functional (social) aspects of professional service relationships on client satisfaction in four different professional services contexts. Findings support the positive impact of social aspects of the relationship on satisfaction in all four contexts, however, the strength of the association varies with context. The more classically professional occupations, like medicine, show a stronger relationship between social aspects of the relationship and satisfaction than less professional occupations, such as hairstyling. Social aspects also affect positive organizational outcomes, specifically positive word‐of‐mouth and re‐patronization intentions, in three of the four contexts.
How do consumers evaluate Internet retail service quality?
Authors: Trocchia Philip J. , Janda Swinder
Published: June 2003

The conceptualization and assessment of service quality continues to play an important role in marketing for both academics and practitioners alike. This study extends the service quality literature by utilizing semi‐structured depth interviews with 58 online shoppers to uncover key aspects of Internet service quality. Results indicate that consumers evaluate the service of Internet marketers in terms of five major dimensions: performance, access, security, sensation, and information. While marketing academicians may use the study’s findings as a framework to develop measures to empirically assess Internet service quality, online retailers may use our findings as a resource while constructing, managing, and evaluating their marketing strategies.
The relationship between Internet use and perceived performance in retail and professional service firms
Authors: Drennan Judy , McColl‐Kennedy Janet R.
Published: June 2003

Information technology (IT) and, in particular, the Internet is dramatically impacting on the services sector. This paper specifically investigates the relative impact of several forms of Internet use on perceived performance for two groups of service organisations – retail service firms and professional health service firms. Using a mailed‐out self‐administered questionnaire, 625 completed questionnaires were obtained, and 43 per cent of respondents reported that they used the Internet. Thus the final usable sample in the study comprised 262 respondents. Results showed that the Internet does significantly influence perceived performance in both types of service firms. However, there are differences in the forms of Internet use between the two service groups and their relative effect on performance. For retail firms, use of transactional function, such as ordering, selling and payment, was found to be positively related to increases in perceived performance. In contrast, for professional health service firms, the ability to search for information on products and/or services was found to be positively associated with perceived performance. Finally, theoretical and managerial implications of the findings of this study are discussed.
Capacity planning – modelling unplanned admissions in the UK NHS
Authors: Moore Steve
Published: June 2003

Presents a model designed to explore the stochastic nature of non‐elective admissions. Using historic data taken from the patient administration system of a large district general hospital situated in Plymouth, England, the model shows the importance of understanding the profile of risk behind non‐elective planning. This understanding may lead to more robust waiting times planning, promoting open dialogue between the trust and its commissioners on how such risk is managed. It also allows for the setting of clear goals for admission avoidance and early discharge schemes. At a strategic level, an understanding of the stochastic nature of non‐elective admissions raises questions about the potential cost of entirely ring‐fencing elective workload, disallowing the sharing of beds in times of peak demand. As a specific policy manifestation of this proposed ring‐fencing, the development of “diagnostic and treatment centres” may need to be more pragmatic than the “purist” view being expressed in the NHS Plan if overall efficiency is not to be significantly reduced.
Diagnosing culture in health‐care organizations using critical incidents
Authors: Mallak Larry A. , Lyth David M. , Olson Suzan D. , Ulshafer Susan M. , Sardone Frank J.
Published: June 2003

The critical incident technique (CIT) provides a means to produce rich cultural information from organizational members in an effort to describe the organization’s culture. Very few published studies have used CIT to diagnose culture. In combination with other methods, CIT can be an integral element of a larger study of an organization’s culture. In this study, CIT was used in a US acute care hospital that had recently occupied a new $181 million replacement hospital having an emphasis on patient‐centered care and a healing environment. Individual CIT “stories” supplied rich detail about the hospital’s culture, providing opportunities to communicate how people behave with respect to the culture. Consequently, CIT results provide specific information on what people do that supports the culture and what they do that works against the culture.
Diagnostic analysis based on ROC curves: theory and applications in medicine
Authors: Braga Ana Cristina , Oliveira Pedro
Published: June 2003

Receiver operating characteristic (ROC) analysis is a powerful tool to measure and specify the problems with diagnostic performance in medicine. Describes this analysis and the importance of the index area under ROC curve, using some examples to demonstrate its application. The study was conducted on two sets of new‐borns with very low birth weight, coming from neonatal intensive care units from Portuguese hospitals. The first application uses correlated samples, and aims to define which of the five indices of clinical seriousness can be considered the best to evaluate the risk of death for babies with very low birth weight. In the second application, regarding independent samples, compares four Portuguese hospitals, the aim being to identify the neonatal intensive care unit which presents the best performance in terms of care to the new‐borns, i.e. evaluated through the comparison of the clinical severity indices.
Professional self‐regulation in the context of clinical governance
Authors: Hurst Keith
Published: June 2003

This article explores professional self‐regulation in the context of clinical governance. It begins by explaining clinical governance’s origins before setting out a framework in which the Department of Health expects managers and practitioners to work. Description, analysis and synthesis of professional self‐regulation issues, operating within a clinical governance framework, are greatly enhanced by comment drawn from the theoretical and empirical literature.
Knowledge management in public service provision: the Child Support Agency
Authors: Fowler Alan , Pryke Julia
Published: June 2003

The paper addresses the issue of knowledge management in public service organisations where the concept of provider competitiveness is of limited significance but other priorities prevail. The broad aim is to understand how the concept of “competitive advantage through knowledge management”, as practised in the broader business community, might translate to the modern Civil Service? This issue is explored through the medium of a study within the UK's Child Support Agency (CSA) based on the results of interviews with, and questionnaire responses from, the senior management group. The central question thereby investigated was: “To what extent can the conditions required for successful knowledge management be observed and evaluated?” A “conditions framework” and associated analysis is then used to assess broader implications and the possibility of wider application within other such public service organisations.
Market orientation and business economic performance
Authors: Maydeu‐Olivares Albert , Lado Nora
Published: June 2003

Previous studies have found that market orientation significantly predicts economic performance. The present study attempts to provide a necessarily partial model for how this impact takes place using innovation degree, innovation performance and customer loyalty as intermediate variables. The study targets the insurance industry in the European Union. The sample accounted for 22 percent of the companies and 17 percent of the insurance premiums in this market. The results suggest that the addition of these variables improves predictions of objective economic performance 52 percent over what is explained by market orientation alone. Furthermore, the study found that the effects of market orientation on economic performance are completely channeled (mediated) through these variables, particularly through innovation degree and innovation performance. Based on the results the paper provide guidelines for improving the market share, premium growth and profitability of European Union insurance firms.
A new model to support the personalised management of a quality e‐commerce service
Authors: Giannì Giovanni , Franceschini Fiorenzo
Published: June 2003

The paper presents an aiding model to support the management of a high quality e‐commerce service. The approach focuses on the service quality aspects related to customer relationship management (CRM). Knowing the individual characteristics of a customer, it is possible to supply a personalised and high quality service. A segmentation model, based on the “relationship evolution” between users and Web site, is developed. The method permits the provision of a specific service management for each user segment. Finally, some preliminary experimental results for a sport‐clothing industry application are described.
The role of supply‐chain management in world‐class manufacturing
Authors: Al Falah Khaled , Zairi Mohamed , Moneim Ahmed Abdel
Published: June 2003

Manufacturers are facing intensifying challenges from both local and international competitors in the marketplace. In order to survive, manufacturers must be able to manage the dynamic market variables and satisfy their customers better than their competitors. Recent investigations have started to look in a more detailed manner at particular management techniques and practices to provide better advice on how these manufacturers should react to this challenge. One of the alternatives that seek to leverage manufacturers' ability to compete is developing a high standards relationship starting with their customers and ending with their vendors, which defines the term supply‐chain management (SCM). The same hurdle is facing Saudi manufacturers. This paper is based on an empirical study, which analysed a sample of 104 manufacturing organisations in The Kingdom of Saudi Arabia, using a mailed questionnaire.The survey tackled uses relating to, and particularly focused on, SCM. The paper concludes with a model of the effective management of SCM in an integrated manufacturing management proposal based on world‐class practices.
Destination networking
Authors: von Friedrichs Grängsjö Yvonne
Published: June 2003

Owing to the complexity of the tourist product most firms in a tourist destination are interdependent on one another. As well as being competitors they also have to work together on creating the overall quality of the total tourist product. It is difficult to separate co‐operation from competition. The purpose of this paper is to discuss a co‐opetitive theory of business derived from the results given by a networking study of marketing a tourist destination dominated by micro businesses and independent entrepreneurs. The results of the study show that there are two different sets of values in the destination and these determine and distinguish the way firms are involved in networking.
Strategic alliance: synergies and challenges
Authors: Zineldin Mosad , Bredenlöw Torbjörn
Published: June 2003

The number of strategic alliances has almost doubled in the past ten years and is expected to increase even more in the future. More than 20,000 corporate alliances have been formed world‐wide over the past two years, and the number of alliances in the USA has grown by 25 percent each year since 1987. Outsourcing is a form of strategic alliance which is attractive for many organizations, but it is not simple or easy to create, develop, and support. There are many implementation problems and the failure rate is projected to be as high as 70 percent. In this paper a case study methodology is employed and the chosen case is outsourcing. Our case study shows that the development of a long‐term strategic outsourcing relationship requires moral, ethical standards, trust and a willingness not to try to exploit the new relationship at the expense of long‐term cooperation. The paper concludes that a strategic outsourcing relationship needs a specific management strategy and that companies should also pay more attention to the burdens embedded within it.
The effects of expert quality evaluations versus brand name on price premiums
Authors: Apelbaum Eidan , Gerstner Eitan , Naik Prasad A.
Published: June 2003

Investigates the extent to which expert evaluations of quality impact price premiums of national brands over the store brands. Using data from Consumer Reports, finds that the average quality of store brands exceeds the average quality of national brands in 22 out of 78 product categories. Yet store brands typically do not charge price premiums, while national brands do (28.7 percent price premium on average). When national brands have higher quality, however, they increase the price premium from 28.7 percent to 50.4 percent on average. Regression analysis predicts that a national brand would command 37 percent price premium over a store brand that offers the same quality, a finding that highlights the handsome returns on building brand equity.
Gender and coupon use
Authors: Harmon Susan K. , Jeanne Hill C.
Published: June 2003

Men have not traditionally been considered a viable target market for most household purchases and, thus, for coupon distribution. However, with significant social changes over the last several decades, men may offer an opportunity for sales growth in many product categories. This study surveyed 206 males and females to identify gender differences in products purchased, frequency of coupon use by product type, and coupon source. The study also used demographics and parental coupon use to profile gender differences. Men were found to play a major role in household purchases, particularly for groceries, and to be light users of coupons overall. Men also were found to purchase more online products and more food delivery services than women but to use fewer coupons. Men were, however, found to be heavy users of grocery store loyalty cards.
Actual market prices and consumer price knowledge
Authors: Aalto‐Setälä Ville , Raijas Anu
Published: June 2003

This paper examines consumer price knowledge by comparing the actual market prices and consumer price estimates in the Finnish grocery market. Although the individual price estimates of consumers were found to differ significantly from the actual market prices, the medians of consumer price estimates and market prices were very close to each other for most of the products in our data. The study indicates that consumer price knowledge is not as poor as previously suggested by the results of point‐of‐purchase studies. We suggest that at least part of the weakness in consumer price knowledge can be explained by differences in market price variation.
Innovativeness and variety of Internet shopping
Authors: Blake Brian F. , Neuendorf Kimberly A. , Valdiserri Colin M.
Published: June 2003

A survey of 208 US Midwestern Internet users reveals, first, that the nature of Internet dhopping (IS) is a function of consumers’ domain specific IS Innovativeness, not only in regard to product purchasing (as has been previously observed) but also to visiting sites for product information. Second, IS innovativeness is positively associated with the variety of product classes shopped online, and this association is stronger with popular than with unpopular product classes. Third, the impact of IS innovativeness is in addition to, and not simply a reflection of, the positive contribution to online shopping made by the prevalence of online shopping in one’s social setting. Fourth, when IS innovativeness is uncontrolled, apparent support is found for previous contentions that online shopping is greater among those with more extensive Internet experience. However, when IS innovativeness is considered, the predictive ability of Internet experience decreases, in some cases to nonsignificance.
The relationship between retailers’ targeting and e‐commerce strategies: an empirical analysis
Authors: Doherty Neil F. , Ellis‐Chadwick Fiona E.
Published: June 2003

There has been a strong focus in the literature upon the factors that affect the adoption of e‐commerce, and the demographics of Internet users, but few attempts to link these two bodies of knowledge. This empirical study investigates the extent to which the adoption of e‐commerce amongst retailers is influenced by the socio‐demographic characteristics of their target customers. The questionnaire was mailed to senior marketing executives in the UK’s largest retail organisations, and ultimately resulted in the receipt of 164 useable replies, giving an overall response rate of 18 per cent. The results of a set of analyses demonstrate that organisations are most likely to adopt the Internet for information provision, marketing and direct sales purposes if their typical customer is male, young and a member of the professional/managerial classes. This is not surprising, as young, professional males are typically enthusiastic and competent users of information technologies.
Internet auction sellers: does size really matter?
Authors: Halstead Diane , Becherer Richard C.
Published: June 2003

Internet marketing is a field which is continuing to grow, and the online auction concept may be defining a totally new and unique distribution alternative. Very few studies have examined auction sellers and their Internet marketing strategies. This research examines the Internet auction phenomenon as it relates to the marketing mix of online auction sellers. The data in this study indicate that, while there is great diversity among businesses that utilize online auctions, distinct cost leadership and differentiation marketing strategies are both evident. These two approaches are further distinguished in terms of the Internet usage strategies employed by each group.
Extending the capabilities of Internet‐based research: lessons from the field
Authors: Tingling Peter , Parent Michael , Wade Michael
Published: June 2003

The ubiquity of the Internet and e‐mail has resulted in a burgeoning interest in their potential for academic research. This paper summarizes the existing practices of Internet research and suggests extensions to them based on the design and administration of a large‐scale, national Web survey. These extensions include consideration of new capabilities such as adaptive questions and higher levels of flexibility and control. Lessons learned include the use of a modular design, management of Web traffic, and the higher level of communication with respondents.
Gender, identity and the consumption of advertising
Authors: Hogg Margaret K. , Garrow Jade
Published: June 2003

This paper seeks to challenge the tendency to represent gender as a unitary theoretical construct; and would argue for a more differentiated view of how the psychological aspects of gender influence the consumption of advertising. We use a small‐scale exploratory study to examine the potential impact of gender identity within consumers’ self‐schemas on their consumption of advertising. Bem’s Sex Role Inventory (SRI) was administered to 25 young adults who then watched video clips of two television advertisements. The focus group discussions about the two advertisements were analysed within the context of the respondents’ gender schemas identified via the Bem SRI scores: masculine, feminine, androgynous or undifferentiated. The centrality of gender identity to self‐schemas affected how consumers processed and interpreted the advertising. This provides support for a more differentiated approach to representing men and women within gender research and advertising because gender groups are neither necessarily homogeneous nor isomorphic with sex.
Divergent representational practices in advertising and consumer research: some thoughts on integration
Authors: Hackley Chris
Published: June 2003

This essay refers to working practices in advertising agency research as a source of reflection on representational practices in the wider worlds of consumer research. The representational conventions of “the essay” allow the paper’s exploratory theme to be developed through the use of several speculative but connected analogies. “Divergence” refers to the differing conventions of representation that obtain within advertising agencies. The counterpoint between artistic representation and empirical fact that was a foundation of Oscar Wilde’s writing is used to indicate an important aspect of this divergence. Finally, the hermeneutic circle of consumer research is offered as an integrating perspective. The essay thus explores divergence in the representational practices of advertising and consumer research in order to explore the preconditions for convergence.
Issues in representing the postmodern consumer
Authors: Goulding Christina
Published: June 2003

The paper looks at the concept of postmodernism and the issues relating to positioning and representing the consumer. It evaluates the conflict regarding postmodern research, and in particular scientific claims, and the role of theory. It suggests a greater emphasis on rich and varied forms of data collection and cross‐disciplinary integration in order to centre the experience, create meaningful pictures and broaden the debate about consumption in the early twenty‐first century.