bluuebunny/crossref_metadata_2025 huggingface dataset:
The continuing importance of economies of scale in the automotive industry
Authors: Husan Rumy
Published: July 2002

The considerable attention given to flexible methods of production and work organization as a fundamental determinant of achieving international levels of competitiveness in the manufacturing industry (and of late, in service industries also) in the wake of Japanese dominance over the past two decades has, as a corollary, seen a tendency to neglect the importance of economies of scale (EOS). Despite the indubitable importance of flexibility, argues that EOS remain an essential determinant for cost‐efficient production, and that without sufficient EOS, high levels of flexibility cannot alone translate into world competitive production. Summarizes the reasons for the continued importance of EOS, and provides a discussion on the levels of EOS (in particular, “minimum efficient scale”) that are necessary for efficient automotive manufacturing. It is assumed that EOS are optimal only when a plant is operating at high capacity utilization levels, and that where this is not the case penalties are severe.
Competition policy and the competing interpretations of the notion of substantial part of the Common Market
Authors: Fitzpatrick Edmund , Davison Leigh
Published: July 2002

Notes that the notion of a “substantial part” of the Common Market (European Union) has significance in terms of European competitive regulation and policy. Points out that without this term European competition policy would be limited to cases involving the whole of the Community. Examines a range of competing interpretations of this key term and reveals that the European Court and the European Commission have adopted different interpretations in dealing with the issue of a “substantial part”. Considers the reasons for this divergence and suggests that proposals for revisions to Article 9 of the Merger Control Regulation may end the divergence.
Ecotourism: a guide for marketers
Authors: Herbig Paul , O’Hara Brad
Published: July 2002

Ecotourism represents a growing industry with unique challenges. Although marketers must be concerned with the ultimate product provided to consumers, much effort must be expended working with local and federal officials, and maintaining good environmental practices. Examines some of the issues which confront marketers, their experiences, the benefits which can be derived from the successful marketing of ecotourism programmes, and the development of an ecotourism ethic, which is an underlying key to success in this area.
Greening business in a market economy
Authors: Roarty Michael
Published: July 2002

Explains the factors that influence corporate behaviour towards the environment. There is a tendency for business to ignore environmental costs in order to reduce production costs and stay competitive. However, there is a growing trend towards “green” consumerism reflecting the increasing number of consumers who prefer to buy products that satisfy high standards of environmental protection. Consequently, it is becoming profitable to sell “green” products in both the domestic and international markets. The “pull” of the market is reinforced by the “push” resulting from environmental legislation which sets higher standards of environmental quality. A recent survey of business opinion confirms that environmental issues are of growing importance to companies and more than half go beyond the requirements of the law. This suggests that companies are becoming proactive in their management of environmental problems and are beginning to exploit the commercial opportunities that arise from raising environmental standards.
Women in TV advertising: a comparison between the UK and France
Authors: Whitelock Jeryl , Jackson Delia
Published: July 2002

States that since the beginnings of the women’s movement, in the 1970s, increasing attention has been focused on the way women are portrayed in advertisements. Earlier studies concentrated on print advertisements, but as video recording became more accessible it was possible to analyse television commercials. These studies found that there was evidence of female sex‐role stereotyping in portraying domestic situations and employment. Studies in France found similar results to those in the USA and the UK. The study aims to compare the roles of women in television advertising in the UK and France and draw conclusions as to how French and UK advertisements differ in their portrayal of women.
Graduate Experiences of Organizational Career Management
Authors: Arnold John , Mackenzie Davey Kate
Published: July 2002

Describes career‐related experiences of over 1,000 graduates in the
first few years of their careers in eight organizations, along with the
perceptions of their bosses. Long‐term career prospects were an
important factor in graduates′ decisions to join their organization, but
the degree of importance varied substantially between organizations.
Subsequent to joining, most graduates experienced low Career Clarity:
that is, they found it difficult to identify short‐term and long‐term
career possibilities in their organization. This eroded their
organizational commitment. Graduates perceived a moderate amount of
support from organizational systems for their career development, but
also considerable barriers which they could not control. Their bosses
had significantly more positive views of graduate career opportunities
in the organization than the graduates. A case study of one organization
illustrates some issues in managing graduate careers.
Undergraduates′ career perceptions and first job needs in Hong Kong
Authors: Lau Agnes , Pang Mary
Published: July 2002

Examines the perceptions and expectations of Chinese graduates in
Hong Kong towards their careers and initial job needs immediately prior
to their graduation. The findings, which comprised quantitative data
from 492 responses and qualitative data from seven interviews and two
focus group meetings, show that both extrinsic and intrinsic rewards are
important in career and job aspects. Discusses various issues in light
of the results, such as the relationship between jobs and career,
organizational commitment, occupational choice of allocations, work
attitudes and environment. The analysis has implications for
undergraduates, employers and career advisers.
A role for demographic variables in the study of absenteeism and
turnover
Authors: Price James L.
Published: July 2002

Proposes a role for demographic variables in the study of
absenteeism and turnover. After distinguishing demographic variables and
theoretical variables, reviews inappropriate and appropriate uses of
demographic variables in current research on absenteeism and turnover.
Advances the argument that there are two inappropriate uses of these
variables in current research, as variables in causal models and as
measures. Also argues that these variables can appropriately be used in
the construction of models and in the management of organizations.
Demographic variables are assigned a considerably restricted but
important role in the study of absenteeism and turnover. Examines
absenteeism and turnover, because they are important social processes in
organizations.
Enabling mass customization: computer‐driven alteration methods
Authors: Istook Cynthia L.
Published: July 2002

Manufacturers have been struggling to meet the wants and needs of their customers without sacrificing the efficiencies and profits gained through mass production. Fortunately, developments in information technology have increased the probability of mass customization being adopted as an acceptable business paradigm. Almost every CAD system used in apparel patternmaking has some method that would enable mass customization through automatic alteration of patterns based on individual measurements. Although each has created an interface somewhat differently from all of the others, most have a number of preparatory activities in common that will allow “automatic” alterations to occur. This article outlines the activities involved in setting up CAD systems to automatically customize garments for fit.
Effect of clothing pressure on the tightness sensation of girdles
Authors: Chan A.P. , Fan J.
Published: July 2002

Girdles should be designed to beautify the lower body part of a woman without creating any discomfort and detrimental physiological effects. This paper reports on an experimental investigation into the relationship between the subjective tightness sensation and the clothing pressure of girdles. The subjective tightness sensation is a measure of the effectiveness of girdles, since too loose means the girdle is not effective in shaping the body and too tight means it is not comfortable and may have detrimental physiological effects. Based on this experimental investigation, the effect of clothing pressure on the tightness sensation is better understood and the optimum pressure distribution of girdles, which is an important criterion for product development and evaluation of girdles, is proposed.
The past, present and future of customer access centers
Authors: Anton Jon
Published: July 2002

Customers want better access to the companies from which they buy products and services. Reviews how companies have responded to this demand for easy access. Looks at the past, present and future information needs of the customer and how they have been met. Touches on the developments in the communication channels available to customers and provides some simple usage statistics. Forecasts the future technological developments which will once again change the kind of access and information available.
Operational determinants of caller satisfaction in the call center
Authors: Feinberg Richard A. , Kim Ik‐Suk , Hokama Leigh , de Ruyter Ko , Keen Cherie
Published: July 2002

There has been, and will be, a spectacular growth in the number of call centers on both sides of the Atlantic. So far, however, empirical evidence is lacking as to the operational determinants of caller satisfaction in call centers, despite the multitude of call performance metrics registered in many call centers. Undertakes an empirical assessment of the relationship between caller satisfaction and a number of critical variables. The results are astonishing. Of all the critical operational determinants only “percentage of calls closed on first contact” and “average abandonment” have a significant, albeit weak, influence on caller satisfaction. Concludes, therefore, with a call for more research into reliable and valid predictors of caller satisfaction.
Applying the service profit chain in a retail environment
Authors: Silvestro Rhian , Cross Stuart
Published: July 2002

This paper reports the result of an exploratory study of the application of Heskett, Sasser and Schlesinger’s service profit chain to a single organisation, one of the UKs leading grocery retailers. The results showed correlations between profit, customer loyalty, customer satisfaction, service value, internal service quality, output quality and productivity; however there was no support for the claim that these are driven by employee satisfaction and loyalty. In fact, to the contrary, there was a strong correlation between employee dissatisfaction and store profitability. This research raises questions about the robustness of a central premise of the service profit chain, which is that strong business performance is the result of a mirror‐effect between employee and customer satisfaction. The paper considers the implications for management and calls for the development of a contingency based understanding of the drivers of business success.
Technology‐enabled service delivery
Authors: Walker Rhett H. , Craig‐Lees Margaret , Hecker Robert , Francis Heather
Published: July 2002

The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, also has the potential to disenfranchise customers. Therefore the operational desirability and gains of any employment of technology to facilitate service provision should be balanced against the perceptions and behavioural response of customers. Our research aims to shed light on the reasons why customers adopt or reject technologically facilitated means of service delivery, and to develop a means by which likely adoption or rejection may be predicted. The research we have undertaken to date suggests that adoption or rejection of technologically facilitated services is moderated by the personal capacity and willingness of individuals.
The effects of incentives, deal proneness, satisfaction and tie strength on word‐of‐mouth behaviour
Authors: Wirtz Jochen , Chew Patricia
Published: July 2002

Although more than 30 years of research has established the power of word‐of‐mouth (WOM), little work has focused on how it could be managed more effectively. This study examines how incentives would work to actively encourage WOM, and how incentives would potentially interact with other variables that have been shown to drive WOM. In particular, a 3 × 3 × 2 experiment was conducted to examine the impact of incentives, tie‐strength, and satisfaction on WOM behavior. Consumer deal proneness was investigated using a quasi‐experimental design. Suggests from the findings that satisfaction does not necessarily increase the likelihood of WOM being generated. Shows incentives to be an effective catalyst to increase the likelihood of WOM being generated by satisfied consumers and tie strength to be an important variable in explaining WOM behavior. Suggests from the findings that deal prone consumers generate more WOM, independent of incentives. The findings have important implications, and suggest that satisfied customers are a necessary but not sufficient condition for getting positive WOM, and that incentives may be an effective way to get satisfied customers to recommend a firm. Furthermore, incentive programs targeted at strong ties are likely to be more effective than those targeted at weak ties, provided customers are genuinely happy with the service provided.
Truths and Myths in Service Quality
Authors: Gummesson Evert
Published: July 2002

Truths and myths in service quality are presented under five
headings. The first concerns the alleged differences and similarities
between goods and services and what impact these have on quality
management. The second explores the question: Does service quality cost
or is quality free? A major problem with service quality is variability
and limited capability and robustness of the service production process;
this is treated as issue three. The fourth issue presents the
“love factor”, referring to the fact that particularly in
some service areas‐the care sector and education being obvious examples
– quality can only be created if the services provider
demonstrates more than objective skills and perfect systems; there is
need for a loving and caring relationship with the customer. Finally,
the “peanut syndrome”, which addresses the question of how
high customer expectations should be raised, is noted.
A Service Quality Model Based on an Ideal Value Standard
Authors: Mattsson Jan
Published: July 2002

The delivery of quality in goods and services has recently become a
marketing priority. Marketers of services experience difficulty in
understanding and controlling quality. Although a few academic
researchers have attempted to define and model quality, serious
conceptual and methodological difficulties remain. Argues for a formal
value approach to service quality, modelling it as a satisfaction
process incorporating an implicit matching of two value‐based
constructs: ideal standard and experienced outcome. During this match a
negative cognitive bias occurs. Therefore, only negative disconfirmation
determines satisfaction. The proposed model was tested in three hotel
service encounters in Sweden and found reasonable support.
A Study of Price and Quality in Service Operations
Authors: Chen Injazz J. , Gupta Atul , Rom Walter
Published: July 2002

Studies the relationship between perceived price and perceived quality
for the three types of services, namely, pure, mixed, and
quasi‐manufacturing classified by Chase and Tansik, and the relative
importance of five dimensions of service quality identified by
Parasuraman et al. Finds that the relationship between perceived price
and the five dimensions of service quality appears to be very weak for
pure and quasi‐manufacturing services, but is statistically significant
for mixed service. Reliability dimension is statistically significant
for all three types of service. Tangible dimension is a critical
variable for mixed service while the empathy dimension is important for
quasi‐manufacturing service. On the other hand, the relationship between
perceived price and overall service‐quality is significant for
quasi‐manufacturing service, but is weak for pure and mixed services.
The Internal Service Encounter
Authors: Gremler Dwayne D. , Jo Bitner Mary , Evans Kenneth R.
Published: July 2002

An internal customer′s (i.e. employee′s) satisfaction with a service
firm can be significantly influenced by service encounters experienced
with internal service providers. For example, a loan officer′s
satisfaction with the bank he/she works for may well be influenced by
internal services provided by the data processing group. Introduces the
concept of the “internal service encounter” and presents the results of an
initial study of internal service encounter satisfaction. The empirical
study builds on previous research in using the critical incident
methodology to examine internal services in a large US bank. Indicates
that internal customers are similar to external customers in that, with
a few interesting differences, the same types of events and behaviours
distinguish satisfactory and dissatisfactory incidents in both internal
and external encounters. Implications for managers and suggestions for
future research are also presented.
Strategic Types of Services and International Marketing
Authors: Valikangas Liisa , Lehtinen Uolevi
Published: July 2002

Introduces a strategic typology of services (generic, specialized and
customized services). Discusses their implications for international
marketing strategies. Presented as tools for strategic thinking, the
strategic types of services are developed in the process of
differentiating a service from its competitors and focusing it on the
particular market segment(s). The typology is not mutually exclusive but
can be used to combine elements in order to achieve a differential
advantage in service competition. Discusses the core competences of a
service firm and the choices in international marketing strategies in
the case of each type of service.
Quality in Retail Banking
Authors: Blanchard R.F. , Galloway R.L.
Published: July 2002

Quality is increasingly being seen as a key strategic differentiator
within the financial services sector in the UK, with most major players
undertaking some form of quality initiative. Describes work undertaken
within TSB Bank plc to determine both retail customer and staff
perceptions of those factors which determine service quality. Initially
identifies the models developed by Parasuraman et al. as being the most
appropriate for modelling the data, but finds that although the service
gap model provides an excellent basis for analysis, the SERVQUAL model
is of more limited value. Describes an alternative basis for modelling
service quality based on the three dimensions of process/outcome,
subjective/objective and soft/hard is described and modelled against the
experimental data. Describes some conclusions of significance for retail
banking in particular, and service providers in general.
Relationship Marketing and Collaborative Networks in Service
Organizations
Authors: Cravens David W. , Piercy Nigel F.
Published: July 2002

The development of collaborative network structures is an increasingly
significant issue in the services industry. These interorganizational
relationships are formed to gain flexibility, obtain needed skills and
resources, and achieve operating efficiencies. Evaluates processes of
network formation and compares them with the emerging relationship
marketing paradigm, in the search for greater insight into an important
but little understood phenomenon. Proposes a novel network
classification scheme that identifies hollow, flexible, value‐added and
virtual networks, leading to discussion of the need to extend the
knowledge base concerning networks and the significance of the
relationship marketing model to achieving research and managerial goals
in this area.
New modes of innovation
Authors: Gadrey Jean , Gallouj Faïz , Weinstein Olivier
Published: July 2002

Despite the significance of services in the economic statistics,
economic theories of innovation have tended to ignore them, or to assume
that innovation in services consists of little more than adopting
innovations developed in industry. Subjects this view to a critique
based on three questions: Why is innovation in services misunderstood or
neglected in economic theory? What do field observations indicate were
the principal forms of innovation in services? How can these
observations help to broaden and enrich the economic theory of
industrial innovation?
A model for strategic repositioning of service processes
Authors: Tinnilä Markku , Vepsäläinen Ari P.J.
Published: July 2002

The restructuring of service channels, driven by deregulation,
intensifying global competition and emerging information technology, is
forcing every company to re‐evaluate the adequacy of current customer
services. Introduces a normative model, called service process analysis
(SPA), that properly differentiates the concept of service from the
specification of the delivery channel so as to facilitate the analysis
of repositioning strategies. In SPA, efficient matching of services and
channels is determined on the basis of the trade‐off between production
costs and transaction costs involved. Compares the SPA model with some
well‐known frameworks and measurement schemes and illustrates its
implications for the repositioning of service strategies in selected
industries.
The determinants of service quality: satisfiers and dissatisfiers
Authors: Johnston Robert
Published: July 2002

Briefly describes five current debates in the service quality literature. One debate, of importance to operations academics and managers, is the identification of the determinants of service quality. Seeks to investigate whether there are some quality determinants that are predominantly satisfiers and others that are predominantly dissatisfiers. The analysis is based on 579 anecdotes, from personal account customers of a major UK bank, collected using the critical incident technique. The study′s main findings are that the predominantly satisfying determinants are attentiveness, responsiveness, care and friendliness; and the dissatisfiers are integrity, reliability, responsiveness, availability and functionality. Responsiveness is identified as a crucial determinant of quality as it is a frequent source of satisfaction, and the lack of it is a major source of dissatisfaction. Contrary to the existing literature, shows that the causes of dissatisfaction are not necessarily the obverse of the causes of satisfaction and, furthermore, that reliability is predominantly a source of dissatisfaction not satisfaction.
HRM service practices: flexibility, quality and employee strategy
Authors: Arrowsmith James , McGoldrick Ann E.
Published: July 2002

Reports that the continued need to meet increasingly competitive conditions in service industries has encouraged the development of a more strategic human resource approach in pursuance of the maintenance of quality, service and flexibility goals. Presents an in‐depth case study in the retail sector, specifically examining the company’s approach to the recruitment and retention of older employees. Develops models to demonstrate the linkages between service with the social characteristics of this group of workers and consequent employment implications. Finds that, while senior management perspectives were positive, some degree of ambivalence was expressed in respect of line management views, and while older workers were perceived to be suitable for many types of work, preferred workforce profiles still tended towards traditional core labour sources. Notes that employment characteristics of a softer “qualitative” nature, such as service, motivation and job satisfaction, were seen as assets, and disadvantages relating to more “quantitative” criteria, such as trainability, job flexibility and new technology, were evident but less clearly expressed and might be qualified by appropriate management techniques. Discovers that older employees placed high value on service provision, in comparison to younger employees who were generally more dissatisfied with their jobs and were oriented more towards financial considerations. Utilizes an interview programme and surveys with both line managers and employees to assess the issues involved and to draw out the managerial implications for retail and service
The nomological net of perceived service quality
Authors: Roest Henk , Pieters Rik
Published: July 2002

Aims to explicate the relationships between, and restrict the domains of, perceived service quality, perceived product value, product attitude, and customer satisfaction/dissatisfaction. Uses conceptual dimensions to explore similarities and differences between perceived service quality and related constructs. States that the conceptual analysis shows similarities, differences and inter‐relationships which are not always recognized in service quality research and management and suggests avenues for future research.
Customer contributions and roles in service delivery
Authors: Jo Bitner Mary , Faranda William T. , Hubbert Amy R. , Zeithaml Valarie A.
Published: July 2002

Focuses on the roles of customers in creating quality and productivity in service experiences. Presents two conceptual frameworks to aid managerial understanding and focus research efforts on customer participation. The first framework captures levels of customer participation across different types of services. The second discusses three major roles of customers in the service delivery process. Two examples of the concepts are presented ‐ one in a weight loss context and the other in a mammography screening setting. Both are based on empirical research and illustrate specific applications of customers’ roles in creating the service experience.
A comparison of hospital quality programmes: lessons for other services
Authors: Øvretveit John
Published: July 2002

Describes the experiences of several public hospitals which have implemented quality methods and management and lists some of the lessons they learned that could be usefully adopted by other services. Asks: how do you introduce a quality programme into an organization whose employees are already empowered, and who view themselves as the sole arbiters of quality? Is a quality programme doomed if the preconditions proposed by the “quality gurus” are absent ‐ such as top management commitment and constancy of purpose? Which type of quality programme is feasible when there is no time and money for quality investment, and customer satisfaction is only one of the many determinants of organizational survival in a political environment? Concludes that generally, the hospitals which had a greater success found ways to involve different professions and adapted the methods to their particular circumstances.
Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination
Authors: Patterson Paul G. , Spreng Richard A.
Published: July 2002

Examines the relationship between four key post‐purchase constructs: perceived performance, satisfaction, perceived value, and repurchase intentions, in a causal path framework in an empirical study of business‐to‐business professional services. Attempts to disaggregate performance into its component multiple dimensions, and assess the individual impact of each on post‐purchase evaluation processes. Shows that the effect of perceived value on repurchase intentions is completely mediated through satisfaction. Confirms six performance dimensions, each having a significant impact on both value and satisfaction and adds new insight to our understanding of the respective roles of perceived value, satisfaction and post‐purchase intentions.
Customer satisfaction and its consequences on customer behaviour revisited
Authors: Söderlund Magnus
Published: July 2002

Explores the extent to which the form of the relationship between customer satisfaction and customer behaviour is different under conditions of “low” satisfaction and “high” satisfaction. Three behavioural variables (word‐of‐mouth, feedback to the supplier, and loyalty) were examined. The results point to the fact that differences in the form do exist. Moreover, the results show that differences exist between the differences, in the sense that different patterns emerge for each behavioural variable.
Relationship dissolution model: antecedents of relationship commitment and the likelihood of dissolving a relationship
Authors: Hocutt Mary Ann
Published: July 2002

A relationship dissolution model is developed that depicts some of the key antecedents of relationship commitment as revealed in the context of the dissolution of a buyer‐seller relationship. Despite the importance of the dissolution of marketing relationships, there has been little research on this topic. The level of commitment determines intentions to remain in the relationship. However, it is difficult to measure true commitment in a relationship until that relationship ends. In addition to adding to our knowledge about the dissolution of marketing relationships, this paper will also provide a new conceptual representation of the relationship commitment construct.
Professional concern: managing knowledge‐based service relationships
Authors: Mills Peter K. , Moshavi Dan S.
Published: July 2002

Research has shown that managing client participation can add value to the delivery of quality services. While several control mechanisms have been proposed in the literature for the management of complex service relationships, they generally fail to account for two realities of service provider/client relationships ‐‐ information asymmetry and uncertainty. This paper proposes a new mechanism, “professional concern,” and suggests that its various dimensions ‐‐ provider authority, social affiliation, client role accountability and objective attitude ‐‐ provide a framework for managing knowledge‐based service relationships and optimizing decision‐making processes for delivering quality services.
Customer stress‐relaxation: the impact of music in a hospital waiting room
Authors: Tansik David A. , Routhieaux Robert
Published: July 2002

This study investigated the impact of music on customers, persons waiting for surgery patients, in a hospital’s surgery waiting room; an inherently stressful environment. These persons are customers of the hospital in that they are using the hospital’s services, are typically involved in the decision to use the hospital for the patient’s surgery, and are often responsible for financial payments. In self‐reports from persons using the waiting room, the use of music was related to decreased stress and increased relaxation in comparison to times when no music was utilized. This improved mood state was not, however, correlated with better evaluations by these individuals of the quality of the hospital’s services or of improved perceptions that the hospital was meeting expectations concerning its overall service delivery. These findings contribute to the ongoing research concerning the role of atmospherics or ambience of a service system in customers’ quality/satisfaction evaluations.
Internal service recovery: developing a new construct
Authors: Bowen David E. , Johnston Robert
Published: July 2002

This paper introduces the concept of “internal service recovery” defined as what the organisation does to make internal customers (front‐line employees), who have recovered external customers from service failure, feel less frustrated and more confident of their ability to deal with dissatisfied customers in the future. Internal service recovery often requires reducing employees’ feelings of low perceived control and helplessness. The results from an exploratory study of staff and managers in four branches of a UK bank shows that although the concept and practice of external service recovery is well understood, internal reovery is not. It is suggested that the “traditional” ingredients of external recovery (response, information, action and compensation) may be appropriate for the internal customer. It is also suggested that the passive, alienated employee behaviour associated with “learned helplessness” may need to be addressed through additional interventions. The purpose of the paper is to encourage both researchers and managers to examine how the effectiveness of internal service recovery affects external service recovery and the satisfaction of both employees and customers.
Waiting for service: ten years of empirical research
Authors: Durrande‐Moreau Agnès
Published: July 2002

The problem of waiting is important in service activities, when customers are passive, often standing in a queue. This paper reviews 18 published empirical studies to identify groups of factors and their influence on customers. Some groups of factors reveal significant effects, such as real waiting time or expectation; others such as environmental factors are disappointing. These results alter our vision of the phenomenon, and lead to new directions for further practical or theoretical investigations, for example reintegrating the non‐linear effects of time in the study of waiting, exploring the expectation phenomenon and its variations, classifying customers and situations in order to manage critical waiting circumstances better.
Integrating construction pollution control with construction schedule: an experimental approach
Authors: Chen Zhen , Li Heng , Wong Conrad T.C. , Love Peter E.D.
Published: July 2002

A quantitative approach for managing construction pollution control that is based on construction resource leveling is presented. The parameters of construction pollution index, hazard magnitude are treated as a pseudo resource and integrated with a project’s construction schedule. When the level of pollution for site operations exceeds the permissible limit identified by a regulatory body, a genetic algorithm (GA) enhanced leveling technique is used to re‐schedule project activities so that the level of pollution can be re‐distributed and thus reduced. The GA enhanced resource leveling technique is demonstrated using 20 on‐site construction activities in a project. Experimental results indicate that proposed GA enhanced resource leveling method performs better than the traditional resource leveling method used in MS Project© The proposed method is an effective tool that can be used by project managers to reduce the level of pollution at a particular period of time; when other control methods fail.
Higher Education in Urban Environmental Management:
Authors: Parenteau René
Published: July 2002

Environmental management and planning is now considered as a new field
of professional expertise. There are even associations grouping
interested professionals. So far, urban environmental management has
only been considered as part of environmental management. But, since the
Rio Conference in 1992 and along with the new focus of urban management
on environmental problems, urban environmental management can be looked
at as a new professional field. Traces the emergence of the field and
tries to identify the new skills required. Raises the question of formal
training, in higher education, for a new type of professional. Refers to
an initiative taken by the Asian Institute of Technology (Bangkok) to
propose and offer a new graduate programme in this field.
Corporate Environmental Reports as Wealth Appropriation Statements
Authors: Birkin Frank , Bank Jørgensen Helle
Published: July 2002

Industry′s claim to create wealth serves to legitimize the independence
of its policies and actions. Yet such a creation process is delusory in
an interdependent and indeterminate world grounded in quantum physics,
ecology and chaos theory. Contemporary corporate annual reports are
prepared from the perspective of discrete industrial entities driven by
the dynamic of unlimited growth. Most pressures being applied to change
these reports seek merely to complicate, by adding information, rather
than to revise by removing organizational boundaries and restating core
beliefs. Recent corporate environmental reports, for example, confuse
and are of limited use to company analysts; they do little to aid the
fundamental transition to sustainable industry. However, a conception of
industry as a wealth appropriator within the ecosphere can help, and
this understanding gives rise to a new direction for accounting,
auditing and environmental reporting. Examples of first steps taken by
Denmark in this new direction are given.
Latent constraints for improved sustainable environmental health
management in non‐industrialized countries
Authors: Chukwuma Chrysanthus
Published: July 2002

Demographic, social, epidemiologic and political changes occur
simultaneously with macroeconomic changes. In the health sector, for
instance, the progress evident in health status in several nations seems
to correspond globally with the number of people living below sustenance
level, health and nutritional requirements in the past three decades.
Increasing demand for services beyond the coping competence of many
non‐industrialized governments have rendered the poverty‐ridden
population helpless in the face of adversity. In several of the poorest
nations, the structural adjustment programme with its attendant myopic
targets and constricted economic centralization has intensified demand
for changes at the social and political strata. The structural
adjustment rate in all sectors of public services which would create a
meaningful and realizable institutional change and economic benefit for
both government and people has been seriously retarded in
non‐industrialized countries, especially the poor ones, in contrast to
the more prosperous countries.
Forces and incentives in the promotion of environmental protection and improved working conditions
Authors: Christensen Per , Handberg Sussi
Published: July 2002

Presents findings from an investigation of the adoption of different “abatement” technologies in 30 Danish firms, encompassing traditional iron manufacturers and electroplating firms. The abatement measures were all instigated to improve environmental or occupational safety and health conditions. Reasons and incentives for these measures were investigated. Finds that there are big differences between the different types of firms. Moreover public regulation is the most common incentive for adopting abatement technologies. Internal forces in the company ‐ attitudes of management and employees ‐ were also found to have an essential influence, while economic considerations play only a minor role.
Fate of heavy metals via chemical‐biological upgrading of sewage treatment plant
Authors: Abdel‐Shafy Hussein I.
Published: July 2002

Examines the fate of heavy metals in sewage water and the sludge produced. Investigates the level of metals before and after the use of chemical coagulants as well as throughout every process of the plant. Results reveal that the present upgrading of the plant has a remarkable improvement in the performance of the sewage treatment. Concludes that such upgrading of the plant reduces sewage tax because of the improvement in performance. In addition, the hydrolysis of the pre‐treated sludge can improve the de‐nitrified process and therefore can save energy, while the application of lime can be a substitution for enlarging the plant itself.
Historical development in occupational and environmental health
Authors: Kogi Kazutaka
Published: July 2002

States that the last decade has seen a great growth in occupational health in the Asia‐Pacific region, despite the fact that significant gaps still exist. Occupational health and safety was often not a high priority in national policies or in individual enterprises. However, there have been growing awareness and several action‐oriented programmes to improve workplace health in recent years. Gives several examples.
Field training for ergonomic students in Bali, Indonesia
Authors: Manuaba Adnyana
Published: July 2002

Describes a practical, step‐by‐step training for students in ergonomics in Bali, Indonesia. Emphasizes participatory learning, field training, and skills in leadership and communication.
Enviro‐management as a profit center
Authors: Denton D. Keith
Published: July 2002

The environment is the source of many discussions in America’s board rooms. Most of the conversations probably center around cost containment, dealing with new regulations or reacting to unexpected problems. Some conversations may even revolve around how to “cash in” on the public’s concern for the environment. All of these discussions are normal, but also are increasingly becoming outdated. Companies that see the environment as a cost rather than a chance to gain a competitive advantage are perhaps missing the best opportunity of the 1990s. In the 1980s, quality was the vehicle that delivered greater profits and market share, but many businesses were late to recognize the fact that quality is a profit issue, not a cost issue. It was only the success of the Japanese and consumer pressure that created the quality revolution. Today, it is the environment that holds enormous potential for business, but until recently business was in a reactive not proactive mode. In order to be able to use the environment as a competitive weapon, business needs to begin where it should always begin, its customers.
Awareness and preparedness for emergencies at local level ‐ UNEP’s APELL programme
Authors: Stevens Janet B.
Published: July 2002

The ten‐step APELL process, as set out in the APELL Handbook, is described, together with the roles of the APELL partners and ways of starting APELL. An account of UNEP’s APELL programme is given. The progress of APELL throughout the world is discussed and a view is offered about how the pro‐gramme can be further implemented and made more effective.
The use of biosolids from wastewater treatment plants in agriculture
Authors: Frank Rüdiger
Published: July 2002

The global population explosion and the accompanying industrialisation have resulted, on the one hand in an increase in wastewater volumes and an almost innumerable list of constituents, and conversely, in an increasing shortage of water resources and basic food supplies, at least in some regions of the world. Current technologies enable almost all constituents to be eliminated from wastewater assuming the necessary financial resources are available, but appreciable quantities of sludge are produced. However, this handicap can be turned to advantage: sludge, when transformed into biosolids, is an ideal soil conditioner and fertilizer in agriculture. Thus the supposed threat of increasing waste can be transformed into a bonanza ‐ if operationally efficient logistics, administration and cost management systems are in place. Outlines current wastewater treatment practice in Germany, including the applicable directives and guidelines.
Economic comparison of pulsed electrostatic precipitators and fabric filters in coal‐fired utility plants
Authors: Caputo Antonio C. , Pelagagge Pacifico M.
Published: July 2002

Electrostatic precipitators (ESP) and fabric filters (FF) are the main air pollution control equipment utilized to clean dust laden fumes from utility boilers. The choice among these systems depends on specific site conditions such as dust characteristics, required efficiency, gas flowrate and temperature. ESP are generally characterized by higher capital investments and lower operating charges, while the opposite may be said for FF baghouses. As a consequence, ESP present higher total costs when high specific collection areas are required, as happens in the case of low‐sulfur high‐resistivity dust. However, significant reductions in both capital investment and operating charges may be obtained with pulsed energization of precipitators working in severe back corona conditions. This possibility greatly enlarges the field of applications in which ESP are a lower cost option compared to fabric filters. In the paper an economic comparison of pulse energized ESP, with conventional ESP, reverse‐air, shaker, and pulse‐jet baghouses is performed. A mapping of the operating conditions in which the adoption of each examined control technology is economically convenient is also defined.
Measuring uncertainties in MRP environments
Authors: Koh S.C. , Jones M.H. , Saad S.M. , Arunachalam S. , Gunasekaran A.
Published: July 2002

Many uncertainties in Material Requirements Planning (MRP) systems are treated as “controllable” elements, with a variety of buffering, dampening and other approaches being used to cope with them. However, such approaches are often found wanting, forcing enterprises into emergency measures to ensure delivery performance. Based upon the results of a questionnaire survey, this paper analyses the uncertainties in the aggregate, intermediate and operational levels that affect customer delivery performance in MRP environments. These uncertainties have been quantified and the relative importance to performance has been investigated. The results also show the widespread use of buffering, dampening and other approaches to provide a level of delivery reliability. It is contended that by concentrating on minimising the effects of the uncertainties, the underlying causes have not been addressed, resulting in sub‐optimisation of system performance.
Business process reengineering in a British company: a case study
Authors: Gunasekaran A. , Chung Walter W.C. , Kan K.
Published: July 2002

A case study conducted in a British company (Company A) on reengineering business processes is presented. It gives an example on how a case study ought to be written in order to go beyond the standard for writing an industrial report to one that is acceptable by academic peers. A good case study ought to contain information that readers can use in replicating the experiences gained and lessons learnt in future endeavours under similar settings. When a collection of good case studies is available to a practitioner or researcher he could formulate his plan for the future and avoid “re‐inventing the wheel”. This is most important to research in operations management because it lends a hand in the building up of a theory in POM to make an impact in its natural settings.
Environment‐strategy fit: a study of Hong Kong manufacturing logistics
Authors: Chan Joseph W.K. , Yung K.L. , Burns N.D.
Published: July 2002

Examines the logistics environment and the manufacturing logistics strategy in Hong Kong, based on six case studies. The manufacturing structure of Hong Kong industry is identified. The following logistics strategies adopted by Hong Kong companies are discussed: market intelligence, sourcing, front‐end activities, manufacturing distribution, back‐end activities, vertical integration, ethnic network, free market, and information technology. The logistics related environmental factors that are taken into consideration include geographical location, telecommunication infrastructure, finance infrastructure, air transportation infrastructure, sea transportation infrastructure, road transportation infrastructure, professional services, culture, and information technology. A framework of environment‐strategy (E‐S) fit is developed in the perspectives of Hong Kong manufacturing logistics. The factors contributing to the manufacturing success in Hong Kong are also discussed.