bluuebunny/crossref_metadata_2025 huggingface dataset:
75 painful questions about your customer satisfaction
Authors: Rampersad Hubert
Published: November 2002

Customer satisfaction is a key issue for all organizations in both the private and public sectors. To survive, you must understand and provide what the customer wants. It is important to understand the entire chain of customers. The needs of each customer must be examined separately. Not only the external, but also the internal customers should be considered. In fact, if the company does not satisfy the needs of the internal customers, how will it be able to comply with the needs of the external customer? All employees determine the degree of customer satisfaction. As a supplier, you should try to figure out what the customer needs and wants. This article focuses on all these aspects, based on 75 painful questions about your customer satisfaction.
Strengthening the weakest link of TQM – from customer focus to customer understanding
Authors: Lagrosen Stefan
Published: November 2002

Contains a discussion of how the TQM concept can be further developed so as to give more room for innovations grounded in a profound understanding of the customers and their situation. A typology of different quality configurations, based on the three basic themes of customer understanding, aligning processes and supporting people, is presented. It is suggested that, although customer focus is revered, methods for developing a deeper understanding of the customers’ situation are not sufficiently integrated into TQM. Contributions from consumer behaviour theories, qualitative marketing research and inductive methods of analysis are proposed as amendments to this deficiency.
Voluminal reconstruction of the bodies applied to the cloth trade
Authors: Dieval Florence , Mathieu Daniel , Herve Karine , Durand Bernard
Published: November 2002

The clothes industry in the developed countries must generate sufficient value added to justify a higher price than the articles produced in great quantity and at low prices in the countries with good wages. The offer of clothing made to measure, at a reasonable price compared with mass‐produced clothing, can constitute an interesting opportunity for the clothes trade. The use of data processing can help to achieve this goal. This assumes that the manufacturer has a virtual model of the customer. This model combined with the knowledge of the behaviour of the support/clothing couple allows the data‐processing creation of clothing specific to the customer. It is necessary to have a precise and instantaneous acquisition technique. Whatever the principle of measurement, several sensors are necessary to measure the totality of a human body. The results obtained are then like a scatter plot. Moreover, this scatter plot has a non‐uniform density according to the measured zone. The surface reconstruction finds these limits in such a situation. In addition, the voluminal reconstruction allows adaptation to this situation by linking spatially the elements describing the shape of the body. Moreover, the use of tetrahedrons allows a modeling of the deformation of the human body. To adapt to the diversity of the scatter plot a method has been developed called the sculptor method. Initially a triangulation gives the convex shape of the scatter plot. It is necessary to remove the superfluous tetrahedrons. To carry out this operation, this form is produced by spheres whose size is adapted. This makes possible a convex solid, which sticks to the scatter plot. This operation shows that this method allows one to reconstruct a body clothed or not with good fidelity.
Porosity and air permeability of composite clean room textiles
Authors: Militký Jiří , Havrdová Marie
Published: November 2002

It is well‐known that clean room textiles are acting as a barrier protecting humans against the surrounding atmosphere or vice versa. These textiles are produced in the limited range of porosity and the air permeability. The porosity calculated from fabric geometry and the air permeability of two typical clean room textiles of Czech production are measured. The variation of air permeability is described by the analysis based on the coefficient of variation and spatial autocorrelation. The air permeability of composite textiles of multiple layers is predicted from a simple model. This model is based on the idea of a combination of air pressure drop in individual layers. The predicted air permeability is compared with experimental measurements.
Methods of automatic computerised cutting pattern construction
Authors: Petrak Slavenka , Rogale Dubravko
Published: November 2002

The procedure of computerised automatic construction of a cutting pattern for men’s shirt is presented. It is based on the calculation of construction measures necessary for the calculation of all the construction elements. The procedure of construction is similar to the conventional hand procedure, but is done using a computer, so that the locations of the co‐ordinates of all the principal and auxiliary points on cutting part contours are calculated. Straight segments are drawn afterwards through these calculated points and curved segments interpolated.
A novel algorithm for fitting a woven‐cloth to complex surfaces
Authors: Ramgulam Rajcoomar B.
Published: November 2002

A fitting algorithm is presented that can be applied to any surface described numerically or analytically. The algorithm that is based on differential geometry is more robust and faster than the traditional kinetic‐model based algorithms and it also allows for more flexible initial conditions.
The peculiarities of textile behaviour in biaxial punch deformation
Authors: Strazdiene Eugenija , Gutauskas Matas
Published: November 2002

The goal of this research work was experimental investigation and evaluation of biaxial punch deformation processes of anisotropic textile materials. The investigation was aimed to solving the following problems: tofind a new criterion for textile behaviour evaluation in punch loading; to evaluate theeffect of material anisotropy for the geometry offormed shell; to determine the straindistribution in anisotropic shell. The experimental data of X‐ray diffraction analysis showed that friction at specimen/punch contact, which earlier was ignored, has a significant effect upon the parameters of the punching process.
Investigation of dynamic working zones and movements in garment engineering
Authors: Dragčević Zvonko , Firšt Rogale Snježana
Published: November 2002

A new measuring system for three‐dimensional video recording is described, together with its application and possibilities in investigating dynamic working zones in garment manufacturing processes, employing a kinematic method. A video recording can be processed as a series of static frames or as a dynamic series of recordings, employing a system for video recording and storing the recordings from three planes (ground plane, side view and frontal representation of a workplace). Static zones are created by movements of levels one to four, while dynamic zones are created with the help of the whole body, using movements of levels five and six. Processing is done using a contemporary computerised system, software for processing video recording and software for image processing. The new measuring system presented works together with the measuring system for the processing parameters of garment sewing operations, and enables the investigator to work on movement cyclograms and dynamic workingzones, depending on the processing parameters,operation structure and workplace designing.Results obtained relevant for the investigations in garment engineering processes are described, with the emphasis on work study and workplace designing in the garment industry – the need to measure spatial values (angles, distances, dimensions etc.), temporal values (duration of the movements, movement trajectories, acceleration etc.). The process ofcreating a cyclogram for the graphic presentation of movements is also presented.
Study of the tensile force of thread in relation to its pre‐tension
Authors: Žunič‐Lojen Darja , Geršak Jelka
Published: November 2002

The perfect interlacing of needle and bobbin thread in the stitch formation process and seam appearance depends first of all on correct pre‐tension of the tension regulator. Changes in the pre‐tension settings also have a direct influence on the tensile force during the sewing process. This contribution presents the influence of pre‐tension in a defined area on the tensile force in important phases of the stitch formation process. In addition the influence of the stitch velocity on tensile force was investigated. On the basis of statistic analysis it was ascertained in which pre‐tension area and stitch velocity the significant differences between tensile forces occurred.
New shielding protective equipment for live working
Authors: Herzberg Claudia , Rödel Hartmut , Engelmann Eberhard
Published: November 2002

The new protective equipment forms a FARADAY cage, thus protecting the worker from unacceptably strong electrical fields as well as from being invaded by dangerous electric currents. The protective shielding clothing described is a personal protective equipment of the highest category. Therefore, it must be certified by an acknowledged examining and certifying authority. An application with regard to the attestation of conformity for this protective clothing hasbeen submitted to the Examination andCertification Section of the Expert Committee for Electrical Engineering.
Developing a comprehensive picture of service failure
Authors: Colgate Mark , Norris Melissa
Published: November 2002

Much attention has been paid recently to the concept of service failure. In light of this, the paper develops a model of the potential outcomes from service failure. Results are utilised from interviews with business banking customers who have recently encountered a service failure. The results show that service recovery is only one of the reasons a customer may stay or exit a service organisation after a service failure. Other factors, such as barriers to exit and loyalty, are just as prevalent in the decision‐making process. A model ofservice failure, which was generated through the results of the research, is presented in the discussion section of the paper.
The contribution of emotional satisfaction to consumer loyalty
Authors: Yu Yi‐Ting , Dean Alison
Published: November 2002

Many customer satisfaction studies have concluded that there is a significant relationship between customer satisfaction and loyalty, but this finding has been questioned in that most of the studies focus on measuring the cognitive component of customer satisfaction. This study includes the cognitive component, but focuses on the affective component. It explores the role of emotions in satisfaction, and then compares the predictive ability of the cognitive and affective elements. Key findings are that both positive and negative emotions, and the cognitive component of satisfaction correlate with loyalty. Regression analysis indicates that the affective component serves as a better predictor of customer loyalty than the cognitive component. Further, the best predictor of both overall loyalty and the most reliable dimension of loyalty, positive word of mouth, is positive emotions. Thhe theoretical and practical implications of these findings are discussed.
Evaluative and relational influences on service loyalty
Authors: Butcher Ken , Sparks Beverley , O’Callaghan Frances
Published: November 2002

Four attitudinal components of customer loyalty were synthesised from the services literature and combined to produce a loyalty conceptualisation that excludes repurchase behaviour. This proposed conceptualisation of service loyalty was then modelled in two quantitative studies to determine the effects of potential predictors. The influence of consumers’ evaluative judgements was compared against the effects of relational outcomes. The three evaluative judgement measures were service encounter satisfaction, perceived core service quality and value for money while relational measures comprised social comfort, social regard and friendship. It was found that while personal friendship between customer and service employee was significantly associated with loyalty, service encounter satisfaction was the major predictor. It was also found that the relational factors of social comfort and social regard played indirect roles through their influence on customer’s evaluation of satisfaction and quality. Conversely, friendship was not related to the mediating variables of service encounter satisfaction and perceived core service quality.
The impact of expected variance in performance on the satisfaction process
Authors: Wirtz Jochen , Mattila Anna S.
Published: November 2002

Research in economics, finance and decision science has shown that consumers are familiar with unit‐to‐unit variability, and in the context of services it has been demonstrated that consumers often anticipate and perceive performance heterogeneity. However, satisfaction models to date have failed to explicitly treat expectations as distributions. In this study, expectations were modeled along two dimensions – mean and variance of expected performance – which were manipulated together with actual performance in a true experimental design. The findings indicate that the expected variance in performance had an impact on perceived disconfirmation. Specifically, at low levels of incongruity (i.e. small absolute performance deviations from the expected mean), a high expected variance in performance reduced the level of perceived disconfirmation. Conversely, at high levels of incongruity (large absolute performance deviations from expectations), the expected variance in performance exerted minimal influence over perceived disconfirmation. These findings are reconciled and discussed using the zones of indifference and tolerance, and assimilation processes.
Exploring consumer evaluations of e‐services: a portal site
Authors: van Riel Allard C.R. , Liljander Veronica , Jurriëns Petra
Published: November 2002

The commercial importance of e‐services, accessed via Internet or mobile phone, grows steadily. There is a clear need to develop a better understanding of how consumers evaluate these services and develop e‐loyalty. An empirical study of an Internet portal was tied in with extant theories about service quality, customer satisfaction and loyalty. Data were collected by means of an on‐line survey. The effect of customer satisfaction with three service components on value perception and overall satisfaction was measured. Customers’ overall satisfaction was influenced by their satisfaction with the core service, supplementary services and the user interface. A strong positive effect of overall satisfaction on the intention to continue using the portal was found. Noteworthy was the predominant effect of satisfaction with supplementary services on value perception. No significant direct effects were found of satisfaction with the user interface on value perception. Some implications as well as future research directions are provided.
A holistic model for total quality service
Authors: Sureshchandar G.S. , Rajendran Chandrasekharan , Anantharaman R.N.
Published: November 2002

Total quality service (TQS) is a socio‐technical approach for revolutionary and effective management. However, the contemporary quality management literature is overridingly manufacturing oriented and there seems to be a dearth of comprehensive studies (from the management’s perspective) addressing the critical dimensions of TQS that will depict a holistic TQM philosophy in service organizations. The present study is an earnest endeavour to fill this void. Based on a thorough review of the prescriptive, practitioner, conceptual and empirical literature, the study has identified 12 dimensions as crucial for the inculcation of a TQM ambience in a service set‐up. The criticality of each of these dimensions from a service perspective is corroborated in detail. An instrument for measuring TQS with specific reference to the banking sector has been developed. Data have been collected from executives from banks in a developing economy. The instrument has been empirically tested for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach. A model for TQS has also been proposed, illustrating the relationships between the various dimensions. The present research work offers a systematic framework for the conceptual and empirical understanding of TQS and its critical factors.
Natural attenuation as a viable remediation method
Authors: Prizzia Ross
Published: November 2002

This paper describes the concept of natural attenuation and its role as a remediation method. It contains examples illustrating the various modalities via which natural attenuation may assist in dealing with environmental contamination.
Radon concentration variations in a Mendip cave cluster
Authors: Sperrin Malcolm , Gillmore Gavin , Denman Tony
Published: November 2002

In caves, radon has been identified as occurring at elevated levels by a number of groups but, with the exception of major show caves, its impact and risk to those who work in the caves has not received adequate attention thus far. This paper details surveys performed within a number of caves in a relatively “low risk” geographical area of the UK and proceeds to quantify the risk of exposure in those cave environments. Radon levels of 2,600 Bq m–3 have been recorded but this is likely to underestimate the levels in many parts of the cave system for reasons associated with cave architecture, hydrology and aeration. A further survey was conducted within Goatchurch Cavern to investigate the effect of seasonal variations on the recorded radon concentration, from which an average summer to winter ratio of 4.79 was determined. Radiation doses to users of the caves were estimated and for occupational cavers doses of in excess of 16mSv were found to be likely.
Air‐movement control of radon in a retail store
Authors: Marley Frederick , Phillips Paul S.
Published: November 2002

Mitigation of radon gas and radon progeny in buildings is based largely on reducing the pressure difference between the point of the radiation source and the point of entry to indoor air. The method is adopted in the mitigation of excess radon concentrations with the installation of a sump arrangement, relieving the pressure emanating from the sub‐soil. However, this proved ineffective in reducing radon levels in a large retail store, whereas the utilisation of the existing air‐conditioning/ventilation system was wholly effective in meeting legal norms for the workplace. The initial study found that the reduction in radon levels brought about by the operation of the system was in absolute terms, and the rate of reduction was a constant which allowed an accurate estimate of the levels at a point in time from the start‐up of the system. Importantly, the operation of the air‐movement system reduced the progeny level substantially, relative to the radon gas.
A critical analysis of the UK local government response to radon
Authors: Blythe Alan
Published: November 2002

The Chartered Institute of Environmental Health (CIEH) has been campaigning for a more appropriate and sympathetic government approach to radon since 1987. Its professional members, Environmental Health Officers (EHOs), are at the “sharp end” of most initiatives aimed at securing higher levels of mitigation in both occupied dwellings and the majority of workplaces. Whilst Government policies on radon detection and remediation have so far emphasised mainly measurement and advice to affected householders, the CIEH will have to develop more appropriate campaign strategies to press Government to modify their initiatives so that a much more meaningful impact can be made in public protection terms to tackle the serious health risk still posed by radon in the UK.
Long term durability of UK radon protective measures
Authors: Scivyer Chris , Noonan Kim
Published: November 2002

This paper describes work undertaken by Building Research Establishment Limited (BRE) for the Building Regulations Division of the UK Department of the Environment, Transport and the Regions, as part of a study into radon protective measures used in new dwellings. The aim of the study was to establish whether the radon protective measures that are routinely installed in the UK provide long term protection against radon and do not result in any long term building defects. A sample of 73 houses monitored for radon shortly after construction were contacted ten years later to see whether radon levels remain low and check for signs of any construction defects. The results of the study have confirmed that the protective measures continue to provide adequate radon protection, without causing any adverse side effects. This offers confidence that the measures will continue to provide protection over the lifetime of the buildings.
An overview of issues in the reduction of UK radon exposure
Authors: Dixon Daryl W.
Published: November 2002

Radon is the second largest cause of lung cancer after cigarette smoking and is estimated to be responsible for between about 3 and 5 per cent of UK lung cancer deaths. This risk is larger than many about which people frequently show concern and will often act to reduce. Radon can also accumulate in workplaces to levels at which action is required by UK legislation. It is important, therefore, to understand the factors that contribute to these doses, how they can be reduced and to develop effective programmes to reduce excessive exposures. The National Radiological Protection Board (NRPB) provides a national point of reference on the risks and measurement of radon, evaluates the effectiveness of remedial programmes and works closely with many other groups to highlight and promote measures that are effective in reducing radon levels.
Firms using advanced manufacturing technology management: an empirical analysis based on size
Authors: Gupta Atul , Whitehouse Frank R.
Published: November 2002

This study uses a moderated, regression model and data from four‐digit SIC manufacturing industries to examine the advanced manufacturing strategy based on organizational size. Its results confirm recent studies that high technology has a negative effect on to the size of an organization. This study also reveals that, contrary to some previous research, large and small firms respond differently to technological changes.
A tribute to Donald J. Willower
Authors: Lowe Boyd William
Published: November 2002

Describes attributes of Donald J. Willower from the viewpoint of a fellow professor at Pennsylvania State University. Identifies Willower as a leader in the field of educational administration and as an outstanding teacher and researcher. Willower’s fame helped establish and maintain Pennsylvania State University as a leading institution in the USA. Notes also Willower’s continuing support for the scientific approach to research in the field.
The incomplete naturalist. Donald Willower on science and inquiry in educational administration
Authors: Lakomski Gabriele , Evers Colin W.
Published: November 2002

Considers Willower’s theory of inquiry and his stance on science and epistemology which is derived from Dewey’s pragmatist philosophy. Argues that Willower’s naturalism, following Dewey’s understanding, remains incomplete because Dewey did not have at his disposal the required causal neurobiological detail of human learning and cognition. Such detail has recently become available, and Dewey’s biological metaphors are now being cashed out in relation to the causal mechanisms of inquiry, with interesting consequences for Willower’s theory of inquiry. Concludes the article by exploring the notion of reflective inquiry in relation to human cognition, research methodology and organizational cognition.
Educational leadership and management of knowing: the aesthetics of coherentism
Authors: Maxcy Spencer J.
Published: November 2002

Examines the coherentist project for educational administration of professors Colin Evers and Gabriele Lakomski from a critical and pragmatic perspective. It is argued that Evers and Lakomski really have three projects going: the first project seeks to ground coherence as a solution to the problems of educational administration research upon the history of educational administration inquiry philosophies since the Second World War. The second project attempts to justify the worth of coherency as a research philosophy upon purely logical grounds. A third, and most recent, (practical) project draws upon evidence from leadership practice to prove coherentism’s usefulness for school administration. Concludes that, rather than supporting their post‐positivist philosophic underpinnings, Evers and Lakomski’s third project finds them moving toward a raw pragmatism. Also concludes that coherentism is best redescribed from a pragmatic aesthetic perspective, a point of view that provides a potentially more meaningful way of understanding the relationship of coherentist theorizing and leadership action in contemporary schooling.
The role of loyalty card data within local marketing initiatives
Authors: Byrom John
Published: November 2002

Within many retail organisations it would seem that the current position of loyalty card schemes is such that they are at something of a crossroads. With a number of high‐profile retailers having terminated their schemes, and others seemingly unable or unwilling to achieve viable returns through the effective use of loyalty card data that are gathered, it appears timely to outline the potential applicability of such data for practitioners seeking to maximise their use and academics concerned with researching the phenomenon. The insights that can be gleaned from analysis of loyalty card databases arguably represent the most significant benefits of scheme implementation. To that end, this paper sets out the current use of such data in a (potentially) fruitful area, that of local marketing initiatives, and the prospective future use of such data therein. Drawing on earlier work that has considered the importance of the geographical nature of loyalty card data, illustrative models highlight how such data can be placed in the retail locational hierarchy and how they can be utilised in local marketing initiatives.
Customer participation in retail service: lessons from Brecht
Authors: Harris Kim , Harris Richard , Baron Steve
Published: November 2002

Retailers are using the term retail theatre (theater) to imply a service offer that is different and special. An important component of the offer is an increased opportunity for consumers to interact and participate within the overall experience. This article compares consumer participation in retail theatre with audience participation in actual theatre. It draws on ideas from Bertolt Brecht, a playwright who is widely recognised for his application of radical and innovative methods to engage his audiences in all aspects of a performance. A detailed examination of Brecht’s methods is structured around his management and development of the roles and performances of actors, his techniques for providing planned opportunities for audiences to influence performances, and his arrangement of staging and mechanics to stimulate audience participation. Implications for retailers, of the comparison, relate to both human resource management and operational considerations, and challenge conventional practice. It is advocated that the actual theatre is a rich source of ideas for retailers wishing to offer different and engaging “experiences” to consumers.
Retail customers as partial employees in service provision: a conceptual framework
Authors: Tat Keh Hean , Wei Teo Chi
Published: November 2002

Explores the concept of viewing retail customers as partial employees. When retailers provide services to customers, they tend to rely solely on store employees, missing out on a hidden asset, their customers. When shopping, customers perform two roles: in‐role; and extra‐role. The former term refers to the work that a customer has to do when shopping, such as driving to the store. Extra‐role behaviour refers to voluntary behaviour on the part of the customer, e.g. cooperating with employees of the organisation and sharing their positive experiences with other customers. Customers are viewed as “partial employees” due to their participation in supplying labour and knowledge to the service creation process. A conceptual framework to study the phenomenon of using customers as partial employees is proposed and literature from marketing, economics, psychology and organisational behaviour is drawn upon. Research propositions and a future research agenda are advanced.
Superstore interactivity: a new self‐service paradigm of retail service?
Authors: Merrilees Bill , Miller Dale
Published: November 2002

The nature of retail service varies from personal service to the provision of greater ambience. Indeed, anything that adds value to the merchandise itself can be considered part of the service provided by the retailer. The focus of this paper is on that part of retail service that involves direct interactivity between the store and the customer. There are two main types of physical interactivity, namely personal service and store design and atmosphere. This paper aims to develop constructs of these two types of interactivity and analyse their impact on store loyalty. An extra dimension is added to this study by contrasting the role of service between superstores and traditional specialist stores in two retail categories. A key finding was that the major difference between the service provided by superstores compared to traditional specialist stores relates to store design and atmosphere. This leads to the suggestion that the recent wave of superstores has ushered in a new paradigm of retail service, one with elevated emphasis on self‐service principles. A further finding was that store design and atmosphere was one of the more important determinants of store loyalty. The paper shows that superstores have revolutionised the nature of retail service, mainly by more effective configuration of self‐service, mediated through store design.
The adoption of Internet financial services: a qualitative study
Authors: Jo Black Nancy , Lockett Andy , Winklhofer Heidi , Ennew Christine
Published: November 2002

Examines the case of the consumer adoption of Internet financial services, which may be viewed as an innovation in service delivery. The qualitative study employed Rogers’ model of perceived innovation attributes is augmented by Bauer’s concept of perceived risk. The perceived innovation attributes were found to be important determinants of consumers’ adoption decisions. However, two additional dimensions were found to influence people’s adoption decisions, highlighting the complexity of the adoption decision for Internet financial services.
Leveraging customer knowledge – profiling and personalisation in e‐business
Authors: Rowley Jennifer , Slack Frances
Published: November 2002

Summarizes the papers presented at The Second Marketing Science and the Internet Conference entitled: “Understanding Consumer Behaviour on the Internet”, held in Los Angeles, 28‐30 April 2000. Identifies key topical issues and future research agendas. Starts from the premise that research into consumer behaviour in the e‐marketplace is in its infancy, and that a variety of different types of contributions will be necessary to achieve a more informed understanding of consumer behaviour in this new context. Groups current work under four headings: cognition – concerned with the consumer response to specific features embedded in the interface between the consumer and the organisation; customisation – which reviews the various options for personalisation in the marketing exchange, and their effectiveness and acceptability to the consumer; cumulation – which explores the cumulative effect of consumer behaviour on the marketplace; and context – concerned with the relativities between online and traditional retailing and business environments.
Cataloguing change: Argos catalogues in 1973 and 1998
Authors: Sparks Leigh
Published: November 2002

Argos is Europe’s most successful catalogue showroom retailer, with annual sales of over £2.0bn. Its success is dependent on many aspects of its retail system, but arguably the key component is the requirement to get the catalogue into the hands of potential customers. The catalogues are therefore advanced selling systems in their own right, which provide information on product retailing and consumption of the time. This paper takes the first Argos catalogue of 1973/1974 and compares it with the 50th catalogue produced in 1998. Whilst using arbitrary dates and issues, the analysis allows us to consider aspects of retailing, product and consumer change. The comparison demonstrates changes in presentation techniques and merchandising. The product mix is much altered with considerable product development, both in terms of technological change and “lifestyle” components.
Using a behavior‐based method to identify and reduce employee theft
Authors: Oliphant Becky J. , Oliphant Gary C.
Published: November 2002

The consequences of employee theft have a profound impact on employers, employees, consumers, and society. Estimates of employee theft range from $40 to $400 billion a year in the USA alone. Although identifying employee theft is difficult, certain behavioral‐based studies have been able to separate employee theft from customer theft (shoplifting). The current study extends a behavioral‐based technique (posting) by posting total monetary loss and total items missing rather than posting the individual targeted items as in the prior studies. The study was conducted in an retail setting (one drug store in a large chain) for a 12‐week period. Data demonstrated posting was able to lower the amount of employee theft while also providing the ability to separate most of the losses caused by employee theft versus shoplifting. Furthermore, the results appear to reinforce the hypothesis that survey data alone may underestimate the actual amount of employee theft.
Internationalisation of large‐format retailers and leisure providers in western Europe: planning and property impacts
Authors: Guy Cliff
Published: November 2002

Examines the effects which the institutional environment – particularly property and land‐use planning matters – may have on the process of retail internationalisation. Three North American retail and leisure providers currently expanding into western Europe are discussed – Wal‐Mart (large stores), McArthur Glen (factory outlet centres) and Warner Brothers (cinema complexes). In each case the rate of progress, and type and location of development, have been affected by limitations in the flexibility of property markets or by land‐use planning restrictions. In the case of Wal‐Mart, choice of entry mode has arguably been affected by planning restrictions. A possible link between market saturation and property/planning constraints is also identified.
The perceived impact of an off‐centre factory outlet mall: the local community dimension
Authors: Hallsworth A.G. , Johnson R.B.
Published: November 2002

Revisits a retail development near Stoke on Trent, UK, first reported on in 1998. It draws on recent work by Arnold and Luthra which has called for attention to be paid to the effects of large format (big box) retailing. To do so it draws on the opinions of members of the public who live within view of the Stoke on Trent development. It utilises before and after surveying, supplemented by interviews with a community leader, to show how redevelopment is viewed by those it most affects. Findings suggest that even the redevelopment of an existing site can generate protest. However, post‐opening, the concerns are more muted. The research process also reveals that the case study is one with implications for current concerns regarding future use of sites with A1 or open consent as defined under locally‐applicable land‐use planning regulations.
The performance of information systems through organizational culture
Authors: Claver Enrique , Llopis Juan , Reyes González M. , Gascó José L.
Published: November 2002

Analyzes the improvements in organizational behaviour needed to maximize the efficiency of information systems (IS). For this purpose, studies the mutual relationships among information technologies (IT), IS and organizational culture. Then, focuses on how the organizational culture influences this specific process distinguishing between informatic culture and informational culture, the latter being the one allowing an adequate implementation and development of the IS. Finally, underlines the cultural consistency which the implementation of an IS requires. In order to do this, measures the degree of technical and financial feasibility of the IS regarding the quantitative and measurable effort an organization must make to implement it, together with the consistency of this system with the pre‐existing culture. When considering the need for a cultural change, argues that the best choice is a “bubble‐like” cultural implementation.
The relationship between customer loyalty and customer satisfaction
Authors: Bowen John T. , Chen Shiang‐Lih
Published: November 2002

Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel’s database to draw samples for both focus groups and a mail survey. Based on 564 completed surveys from hotel guests, the authors found the relationship between customer satisfaction and customer loyalty was non‐linear. The authors use the data to develop internal benchmarks for the hotel based on scores that were representative of loyal customers. The study makes use of the hotel’s database to draw samples for both focus groups and a mail survey.
Learning from experience – making the most of work‐based learning
Authors: Adams Debra
Published: November 2002

Discusses the challenges facing HR departments in harnessing the potential of work‐based management development programmes. The article considers the research carried out by Mumford on executive learning styles and considers this in the context of the development of life‐long learning skills and, in particular, the use of the credit accumulation and transfer scheme (CATS) and application of prior experiential learning (APEL). Features a case study of a group of senior managers from Granada plc engaged in the accelerated MBA programmes by action learning delivered by International Management Centres Association (IMCA).
Introducing Web technology in a small peripheral hospitality organization
Authors: Anckar Bill , Walden Pirkko
Published: November 2002

The emergence of global electronic markets on the Internet has been seen as an opportunity for small and medium‐sized tourism enterprises to improve their competitive position. However, several barriers hinder small hospitality organizations from capitalizing on IT and the Internet. This paper reports on an action research program of introducing Internet technology in a small hotel located in a peripheral region of Finland. As part of a project funded by the European Union, a complete integrated Web booking and hotel management system was developed, denoting a re‐engineering of many business processes. The system, which features customer online (real‐time) reservation services was an inexpensive, user‐friendly solution specially designed for the purposes of small and medium‐sized hospitality organizations with little prior IT knowledge. In the field of online reservation systems, the hotel is a pioneer, as it is the first independent hotel in Finland to offer online reservation services through a non‐customized reservation system.
Exploring hotel internal service chains: a theoretical approach
Authors: Paraskevas Alexandros
Published: November 2002

Quality has been historically viewed by hospitality organisations in terms of product and service efficiency. The emergence of total quality management in the 1980s has forced a significant number of them to move away from the idea of efficiency and put more emphasis on customer needs. Such culture should give equal emphasis on the internal dynamics of the organisation, recognising that, in order for a hospitality organisation to be truly effective, each department within the hotel should treat the recipients of their output as an internal customer and strive to provide high quality outputs for them. This will consequently lead to a high level of quality built into the service offered to the external customer. While considerable research has been conducted in the hospitality industry focusing on (external) service encounters and external customer satisfaction, internal service encounters and internal customer satisfaction have received very little attention. This article explores from a theoretical perspective, the internal service encounters that take place in a hotel and to set a framework of investigation for future empirical research.
What do Norwegians think of US lodging services?
Authors: Chen Joseph S. , Ekinci Yuksel , Riley Michael , Yoon Yooshik , Tjelflaat Stina
Published: November 2002

This research is to explore Norwegians’ image of US lodging facilities with a two‐stage perceptual survey of Norwegian residents. Focus group surveys are first conducted to determine the important attributes delineating Norwegians’ perceptions of US lodging facilities. Subsequently, a questionnaire containing the important perceptual attributes, along with socio‐demographic measurement and preference attributes, is developed and used in the on‐site survey. The 169 questionnaires collected in the surveys reveal that skilled employees, safety, friendly employees, and in‐room facilities are the important attributes determining Norwegians’ perceptions of overall service quality of US hotels/motels. Consequently, marketing implications and suggestions for future studies are provided.
Internal service encounters in hotels: an empirical study
Authors: Paraskevas Alexandros
Published: November 2002

Over the last two decades, the hospitality industry has witnessed a considerable shift of focus towards customer orientation, however, the vast body of the relevant hospitality research literature – with few exceptions concentrating on the concept of internal marketing and internal service constructs – is focused on the external customer neglecting the importance of the quality of internal service encounters, where one department in the hotel serves another. The purpose of this study was to explore an “internal service chain” in three international city hotels and identify the events and behaviours (service dimensions) that distinguish a successful internal service encounter from a non‐successful one. Although internal customers were usually not recognised as such, it was found that interpersonal relations affect to a great extent all internal service encounters in a hotel. Other factors influencing the internal service encounters are the professionalism, the dependability, the conscientiousness of the internal suppliers, their communication skills and the consideration they show to their internal customers.
An analysis of the competitive strategies of hotels and travel agents in Hong Kong and Singapore
Authors: Wong Kevin K.F. , Kwan Cindy
Published: November 2002

Hotels and travel agents struggle constantly to innovate and conceive new business strategies to meet the ever‐changing travel needs and diversity of demands from the increasingly discerning traveler. Hong Kong and Singapore, as the leading tourist destinations, compete fiercely to serve as the tourism hub of the region. The aim of this study is to investigate the competitive business strategies used by hotels and travel agents in Hong Kong and Singapore and examine similarities and differences in these strategies across the two city‐states. The findings indicate that cost competitiveness, mobilizing people and partners, and building a robust service delivery system are the top three competitive strategies which senior managers employ, while leveraging information technology and product differentiation are areas in which they showed the least confidence. The interrelatedness of competitive strategies is exemplified by the fact that a good service delivery system which can realize services consistently can only be achieved when service standards are clearly defined and measurable.
Towards a strategy implementation framework
Authors: Okumus Fevzi
Published: November 2002

Aims to develop an implementation framework. Further to a critical review of previous research, ten implementation variables were identified and a conceptual framework constructed. The implementation process of a strategic decision was investigated in two international hotel groups via in‐depth, semi‐structured interviews, observations and documentation analysis. The initial conceptual framework was found to be useful as it grouped key variables together and illustrated their roles when implementing strategic decisions. Three new variables, however, emerged from the findings; namely, multiple project implementation, organisational learning and working with external companies. A revised framework was then proposed and further explanations provided. Concludes by emphasising the importance of contextual variables in implementation and dispels the strategic management notion of “fit”.
The role and importance of development directors in initiating and implementing development strategy
Authors: Altinay Levent , Roper Angela
Published: November 2002

Reports on the role and importance of development directors in implementing the expansion strategy of an international hotel group. Discusses the methodology utilised and reflects on a set of findings, which are part of an ongoing wider research project. Discusses two themes emerging from the findings related to their seller and educational roles. These two roles incorporate the responsibilities which development directors take on behalf of the hotel group in the market and in the organisation, respectively. Concludes by suggesting that development directors based in the market are important for the organisation in view of the cultural differences between markets and the execution of the development strategy is very much down to these organisational members. However, just as research findings about middle managers, their activities overlap between the formulation and execution of strategy. Also gives the implications of the study for the wider academic debate.
Shortcomings in planning approaches to tourism development in developing countries: the case of Turkey
Authors: Tosun Cevat , Timothy Dallen J.
Published: November 2002

Many developing countries have prepared plans particularly at the central level to guide tourism development, as they have recognized the tourism sector as an important source of foreign currency earning and employment. In this context, mainly aims at analyzing the shortcomings of the planning approaches to tourism development in developing countries by exemplifying the points made with special references to Turkey. There appears to be several defects in the planning approaches to tourism development. Concludes that there is the need for political stability, establishing supportive institutions and decentralization to develop and implement an appropriate contemporary tourism planning approach by taking into account destination specific conditions, and collaboration and cooperation of western governments and international agencies.
Strategic implementation and IT: gaining competitive advantage from the hotel reservations process
Authors: Sigala Marianna , Lockwood Andrew , Jones Peter
Published: November 2002

Reviews the development of approaches to reservations management in the hotel industry alongside models of the stages of development in information technology (IT). Suggests that strategic success and operational implementation have been built on the prevailing IT “era”. Explores the future strategic potential of reservations management. Hotel operators need to understand how technology changes the “rules of the game” and identify alternative strategies for gaining competitive advantage. In reality, strategic implementation is either “service‐led” or “IT‐led”.