bluuebunny/crossref_metadata_2025 huggingface dataset:
LibX – a Firefox extension for enhanced library access
Authors: Bailey Annette , Back Godmar
Published: July 2006

Purpose

This paper presents LibX, a software module that enhances library access for users by integrating access to the online public access catalog (OPAC) and to the OpenURL linking server into the Firefox browser.

Design/methodology/approach

We developed LibX as a Firefox extension. It is implemented using XML user‐interface language (XUL) and JavaScript. LibX offers library access through a toolbar user interface, through context menus, and via cues embedded into web pages. LibX can be branded for use in different libraries.

Findings

LibX demonstrates the power of client‐side technology in providing users with direct access to library resources while doing research on the web.

Practical implications

LibX makes access to library resources immediate and effortless. Therefore, it has the potential to bring those users back to the library who in recent years have turned to internet search engines instead.

Originality/value

LibX is available for adoption by librarians who wish to provide their user community with enhanced library access.
The Charleston Conference: 25th Anniversary Celebration of a Meeting
Authors: Gelfand Julia , Taylor Anneliese
Published: July 2006

Purpose

To report on the 25th Anniversary Charleston Conference held in November 2005.

Design/methodology/approach

Reviews the main points from the conference.

Findings

Finds that the conference contains much practical advice from publishers and suppliers. Topics covered included Google and copyright, ProQuest and web searching, and journal impact factors. The subject of shared collections was a common theme.

Originality/value

A report of value to information management professionals.
Around the World to: The Virginia Reid Moore Marine Research Library: Serving its Community through Library Technology
Authors: Ramos‐Lum Marisol
Published: July 2006

Purpose

To inform readers how creativity and fresh ideas can aid an established institution to meet specialized information needs.

Design/methdology/approach

This is an introduction to a new library at an established aquarium that is now engaged with a new mission, leadership and is doing a variety of outreach activities.

Findings

New ideas are really the key to success in this virtual library visit. The librarian is seeking to renew the role of service and outreach by building the collection and giving the institution and library a more digital identity.

Practical implications

Reinforcing a positive approach to service, preservation and archival standards while building a core collection is essential.

Originality/value

Provides information of value to library management.
Indian Association of Special Libraries and Information Centers Golden Jubilee All India Conference Report
Authors: Chandra Harish
Published: July 2006

Purpose

To report on the Indian Association of Special Libraries and Information Centers Golden Jubilee All India Conference Report.

Design/methodology/approach

A personal overview of the conference.

Findings

The XXVth All India Conference of IASLIC was the last event of the Golden Jubilee Celebrations by the Indian Association of Special Libraries and Information Centers (IASLIC) Kolkata. The main theme of the Conference was the LIS Profession in India: VISION for 2010. Six Special Interest Group Meetings as well as a Panel Discussion on Digital Preservation Strategy were organized and moderated. Over 300 delegates from the entire country participated. A conference volume and souvenir were also released by the Chief Guests.

Originality/value

Provides information of value to library and information science professionals.
Are Thin Clients Right for Your Library?
Authors: Sand Robert
Published: July 2006

Purpose

Aims to provide the reasons why libraries might consider using a thin client architecture for library workstations.

Design/methodology/approach

A summary of the main features of the Sunray thin client.

Findings

This article provides an overview of the Sunray thin client: what it is, how it works, and its benefits.

Originality/value

This paper is useful for information management professionals who seek greater understanding of thin client architecture implementations in libraries.
New Gadgets on the Horizon: Part 2
Authors: Riggs Colby
Published: July 2006

Purpose

Aims to review some new technology “gadgets” that might address functional and entertainment needs of library service providers and library users.

Design/methodology/approach

A review with descriptions of new technologies which might impact library services.

Findings

The proliferation of computer technology has ensured that gadgets play a significant role in our daily routines. They are used at work, home and during playtime. The gadgets range from mouse devices, keyboards, headsets, camera accessories and more. The range of materials, functionality and application multiplies on a nearly quarterly basis and one can see many different products. This list of new gadgets is just that, a demonstration of creative genius at work to make life and work simpler, and more fun.

Originality/value

Provides descriptions of some gadgets of value to information seekers.
The influence of societal sector institutions in promoting lender‐borrowers network relationships
Authors: Nurul Alam Mohammed
Published: July 2006

Purpose

The aim of writing this paper is to demonstrate how societal sector institutions influence the lender‐borrower network relationships.

Design/methodology/approach

The objectives are achieved by analyzing data based on an “Institutional Network” theoretical frame of references. The methodological approach used in the research is of a qualitative nature.

Findings

The research result shows that the societal sector institutions, like country culture, religion, political system, legal system, government, and family/clan, have direct and indirect impact on the lender‐borrower network relationship, especially in the case of financing rural‐based small and cottage industries by interest‐free banks.

Originality/value

The ideas of an interest‐free banking system and its financing towards rural‐based small and cottage industries. The research is useful both to financing organizations based on interest free principles and also to small and cottage industry owners in developing as well as developed nations, where this specific financing system is working.
Seigniorage of fiat money and the Maqasid al‐Shari’ah
Authors: Kameel Ahamed , Meera Mydin , Larbani Moussa
Published: July 2006

Purpose

Having argued in the part I paper that the interest‐based fiat monetary system is not compatible with the objectives of the Islamic law or the Shariah, this paper seeks to argue why commodity moneys, like the gold dinar and silver dirham, are compatible with the maqasid.

Design/methodology/approach

This is a theoretical paper that integrates information from the Qur’an, the traditions of the Prophet, the writings of early Islamic scholars and historical observations vis‐à‐vis the objectives or the maqasid al‐Shariah and makes logical deductions therefrom.

Findings

The theoretical conclusion is that while fiat money is counterproductive to the maqasid al‐Shariah, commodity moneys like the gold dinar and silver dirham, are indeed compatible with the maqasid. The Islamic economic system is, therefore, fundamentally a “barter” system, i.e. an exchange economy where goods and services are exchanged value for value, but avoids the problems associated with barter by taking some of the commodities exchanged in the economy, that have the characteristics of money, as money. Gold is argued to be the best Shari’ah money.

Research limitations/implications

Empirical investigations may shed further light.

Practical implications

If the theoretical deductions and contentions of the paper are correct, then their practical implications cannot simply be understated. For the Islamic economic system to emerge in reality, or for that matter any process of Islamization of knowledge/disciplines to succeed, it is foremost crucial that commodity moneys gradually replace fiat money.

Originality/value

The paper establishes that commodity moneys like gold and silver are Shariah‐compatible moneys, whereas the current fiat money is not.
Islamic social capital and networking
Authors: Hassan Farooqi Abul
Published: July 2006

Purpose

The Islamic social capital is characterised by a desire for moral values in production and networking which promotes opportunities for innovative interactions between sets of agents thus forwarding the Islamic ethics. The aim of this paper is to explore the factors that drive alliance formation between labour and capital in both financial and technological forms.

Design/methodology/approach

An in‐depth study was made of developmental interventions within the Muslim community life of a village in the Birbhum district of West Bengal province in India.

Findings

Evidence shows that the strengthening of informal co‐operative networks through the inputs of technology, financial, and human capital from across different sectors constitutes an essential element in forwarding sustainable development. When the focus of the development intervention is on livelihoods and Islamic welfare accrual from common (waqf) property resources, drawing on informal networks based on Islamic ethics helps to solve problems such as free‐riding and the bottle‐neck of networking.

Orginality/value

The study shows that Islamic economic theory not only identifies circumstances in which communitarian institutions can function well, but also uncovers a dark side.
Determinants of internet use in the purchasing process
Authors: José Garrido Samaniego M. , Gutiérrez Arranz Ana M. , San José Cabezudo Rebeca
Published: July 2006

Purpose

Determinants of internet adoption in industrial purchase have rarely been paid attention in the literature. Considering this gap in the literature, the present study intends to approach the factors that determine the use of the internet as a source of information in procurement.

Design/methodology/approach

This research analyzes whether different internet tools are used throughout the phases in the purchasing process and, at the same time, whether the characteristics of the buying situation determine the use of the internet in that process. The survey is based on an e‐mailed questionnaire sent to a sample of 103 Spanish firms.

Findings

In general, different uses of the internet tools are not observed in the different stages of the buying process. However, the characteristics of purchasing situations (novelty, complexity, perceived risk, time pressure and personal stake) at each buying situation make possible an explanation of the use of different internet tools throughout the different phases in purchasing.

Research limitations/implications

The results of this paper show that there are implications for practitioners related to the core hypotheses of the research. The contingency approach employed in the study makes it easier to adapt the different internet tools (web pages, intranet development or adoption of videoconference technology) to the specific characteristics of the buying situation in which they are primarily used. On the other hand, the main limitation of this research lies in the composition of the sample, so that it could be considered suitable to extend the study to different product lines and to decisions on service contracts in the near future.

Originality/value

This research analyzes whether different internet tools are used throughout the phases in the purchasing process and, at the same time, whether the characteristics of the buying situation determine the use of the internet in that process.
Do consulting‐oriented sales management programs impact salesforce performance and profit?
Authors: Pelham Alfred
Published: July 2006

Purpose

This study seeks to investigate causal relationships between sales management programs designed to build customer relationships by solving customer problems and selling firm performance.

Design/methodology/approach

Hypotheses were developed and supported based on theories developed from the market orientation and sales management literature. Using survey results from sales managers and reported profitability data, those hypotheses were tested using multiple regression.

Findings

Results indicate that consulting‐oriented post‐sales training and consulting‐oriented evaluation are significant influences on salesforce efficiency. Consulting‐oriented evaluation is a significant influence on customer retention. The strongest influences on profit growth are initial sales training and post‐sales training learning, but a composite variable of all elements of the consulting‐oriented sales management program is a significant influence on profit growth.

Research limitations/implications

The sampling frame of this study was limited to medium to large industrial manufacturing firms; therefore any conclusions drawn from this study cannot be generalized beyond these types of firms. Future consulting‐oriented sales management research should expand the types of firms studied. Future research should also measure the relationships between consulting‐oriented sales management programs, firm market and learning orientation, adaptive selling, and salesperson customer orientation.

Practical implications

In industries where relationship building and partnering are considered mutually beneficial and important by buyers and sellers there should be greater emphasis on: listening skills, diagnostic skills, and problem solving skills in sales training; sharing effective strategies to build customer relationships and sharing of effective customer problem‐solving strategies in post‐sales training learning; measuring customer cost savings and obtaining customer satisfaction feedback in evaluation systems; and compensating salespeople for customer retention, positive customer feedback, and increased sales from current customers.

Originality/value

This study fills a gap in the literature for firm level research on the consequences of sales management programs, particularly programs that encourage sales consulting. This study makes a contribution to the literature by determining whether industry conditions encourage those programs or moderate their relationship to performance.
Framework for relationships and networks
Authors: de Lurdes Veludo Maria , Macbeth Douglas , Purchase Sharon
Published: July 2006

Purpose

The paper seeks to provide a framework for analyzing business relationships and networks within organizational, spatial, relational and network contexts.

Design/methodology/approach

A single case study method is applied to highlight the applicability of the relationship/network framework applying. The case was a large multinational organization, with this research focusing on its European subsidiaries. Business relationships and the industrial network into which the case firm is embedded provided many different types of relationships to analyze.

Findings

The results highlight how the different types of relationships can be analyzed using the framework. The framework proved useful for all types of relationships raised in the case study.

Research limitations/implications

The method used a single case study, and further testing with other cases would highlight the generalizability of the framework.

Practical implications

The framework is a useful tool to assist managers when analyzing the variety of relationships and industrial networks in which they currently operate.

Originality/value

The paper fills a need to develop approaches to analyze business relationships and the networks in which they are embedded.
Supply chain myopia and overlapping supply chains
Authors: Hertz Susanne
Published: July 2006

Purpose

The paper seeks to understand and analyse how integration changes in one supply chain are influenced by the overlap between chains

Design/methodology/approach

The paper discusses the concepts of supply chain, firm network, overlap and integration. It takes a dynamic perspective focusing on continuing processes of change in the degree of integration within and between networks. The three examples are based on more than 70 interviews over a long period of time of firms involved in the transportation, automotive and construction industries.

Findings

The paper finds that the overlap between supply chains in terms of actors, resources and activities could seriously delay, hinder and increase costs to the process when changing the degree of integration in one chain. Therefore, supply chain myopia might lead to an increase in the total costs of a firm. Further, there is a trade‐off between the costs of integration in the focal chain and increasing costs arising from decreased integration in overlapping supply chains. Failure to consider the negative effects and the resistance caused by delays and dissolving relationships within overlapping supply chains can be detrimental. The overlap between chains can be both positive and negative, and can be reversed over time.

Research limitations/implications

The research is limited to three examples and the interaction between two supply chains in each case. Since interdependencies might exist between several supply chains, the effects of change could have implications for more than one other supply chain.

Practical implications

When changing existing or developing supply chains for new businesses, firms need to take into consideration the effects and reactions of other chains. Integration between two chains might facilitate the development of business but may also actually hinder its future development.

Originality/value

The interdependencies between supply chains imply that strong pressure towards supply chain integration focusing on one chain, in literature and practice, has to be questioned for the single firm. Another specific value is the importance of existing chains for the development of new businesses.
Activation in resource networks: a comparative study of ports
Authors: Harrison Debbie , Håkansson Håkan
Published: July 2006

Purpose

The paper seeks to provide an example of how new business unit resources can activate previously passively connected networks of resources.

Design/methodology/approach

Two case studies are used, both of which are examples of new business unit resources being embedded into, and also changing, existing resource networks. The cases are organised around issues of the existing network prior to the introduction of the new resource and how resources can become valuable from within a network.

Findings

The paper provides details of two business unit resources being embedded in existing resource networks. In both cases, ports are changed from passive to active actors. There are consequences for a set of existing resources when a new actor activates these in relation to a number of specific counterparts. Further, the value of single resources can be enhanced when they are combined in new ways. The main finding is that the value of resources is closely connected to how newly created actors are able to activate networks of existing yet passively connected resources.

Research limitations/implications

Both cases are concerned with business unit resources rather than a mixture of types.

Originality/value

This paper is a study of how new business unit resources become embedded in existing resource networks while simultaneously activating those networks.
A value based approach to management
Authors: Kothari Ashish , Lackner Joseph
Published: July 2006

Purpose

The paper aims to present a three‐step approach that enables companies to define and quantify what customers value, systematically deploy their resources to deliver greater value than the competition, and capture a greater share of the value delivered to customers.

Design/methodology/approach

Each of the three the three steps in the value creation cycle is examined, and the tools and approaches that leading companies use to maximize shareholder wealth are outlined.

Findings

A customer‐value based approach to management can help companies instill a fact‐based decision‐making process in the enterprise. This promotes faster growth through differentiated customer investment. It ensures that the highest return initiatives are prioritized. Enterprises using this disciplined three‐step approach will be well positioned to better understand value potential, creating value, delivering value, and managing their market position to maximize the value they capture.

Originality/value

Mastering the value cycle enables enterprises to win in both the customer markets and the financial markets. In short, it leads them to long‐term profitable growth.
The good guys don't always win: the effect of valence on service perceptions and consequences
Authors: Brady Michael K. , Voorhees Clay M. , Cronin J. Joseph , Bourdeau Brian L.
Published: July 2006

Purpose

The purpose of this paper is to advance a new conceptualization of the service encounter that highlights the role of outcome valence as a key antecedent of customer satisfaction.

Design/methodology/approach

This study develops and tests a conceptual model using structural equation modeling. Specifically, it adopts recent procedures for assessing direct, mediated, and moderated effects.

Findings

The findings demonstrate that valence has a stronger effect on satisfaction than both functional and service environment quality, that satisfaction fully mediates the effects of valence on behavioral intentions, and that consumer involvement moderates the valence‐satisfaction relationship.

Research limitations/implications

This research draws attention to the fact that valence is an important research topic and researchers should focus attention on how valence might influence customer evaluations of services. Specifically, it is important to replicate these findings across industries, develop models that consider additional moderating influences, and conduct experiments to investigate the relative effects of valence across different service environment and functional quality conditions.

Practical implications

The findings suggest that managers must be aware that valence directly influences customer satisfaction levels and that they can and should account for its effect. Specifically, in some service industries, rewarding employees based on customer satisfaction ratings without controlling for the effects of valence is misguided. Ultimately, failure to account for valence can lead to managerial decisions that may not be in the best interest of the firm.

Originality/value

This paper provides a new look at service encounters and suggests that valence is a critical antecedent of customer satisfaction and, in some instances, outcome valence is a more dominant predictor of satisfaction than service environment and functional quality.
Consumer politeness and complaining behavior
Authors: Lerman Dawn
Published: July 2006

Purpose

Aims to examine consumer politeness, an interaction style that may prevent a dissatisfied customer from complaining about a negative service encounter, and seeks to determine the relationship between politeness and the propensity to engage in various types of complaining behavior.

Design/methodology/approach

Two surveys served to develop and validate a scale for measuring politeness and tested the relationship between consumer politeness and complaining behavior. The specific items for the politeness scale were developed based on the distinction between negative and positive politeness as described by politeness theory.

Findings

The results suggest an inverse relationship between politeness and complaining behavior. The studies also find that polite and impolite consumers do not necessarily engage in the same types of complaining behavior.

Research limitations/implications

In future studies, researchers may consider examining the conditions under which polite consumers do and do not voice complaints. Researchers may also consider investigating the possibility of a relationship between politeness and the opposite of complaining behavior, i.e. complimenting behavior.

Practical implications

Given that voice offers managers an opportunity to identify and then remedy problems, they should look for non‐threatening ways to encourage consumers to engage in this behavior. Managers may, for example, consider using positive politeness as a means for soliciting complaints.

Originality/value

This study introduces a sociolinguistic construct to help explain propensity to engage in complaining behavior. As such, it serves to identify and isolate one of the challenges managers face in addressing consumer complaints across a variety of service industries.
The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants
Authors: Kau Ah‐Keng , Wan‐Yiun Loh Elizabeth
Published: July 2006

Purpose

The primary objective of this study is to investigate the effects of service recovery on customer satisfaction. Specifically, it examines the perception of “justice” in service recovery and how it affects the level of satisfaction and behavioral outcomes. In addition, the study also explores whether the “recovery paradox” exists.

Design/methodology/approach

Data were collected through a survey using a structured questionnaire. The 428 respondents were analyzed according to whether they did or did not make a complaint to the service providers.

Findings

The findings showed that the complainants' level of satisfaction with service recovery was significantly affected by perceived justice. The behavioral outcomes of the complainants in terms of trust, word‐of‐mouth (WOM) and loyalty were also found to be affected by their satisfaction with the service recovery. T‐tests confirmed that the levels of trust, WOM and loyalty were significantly higher for those respondents who were satisfied with the service recovery compared with those who were dissatisfied. Further t‐tests also indicated that respondents who were initially satisfied with the service expressed greater trust and positive WOM compared with the satisfied complainants. Finally, the study showed that dissatisfied complainants would exhibit a lower level of trust and were more likely to engage in negative word‐of‐mouth behavior compared with those who were dissatisfied initially but chose not to complain.

Practical implications

The findings in this paper confirmed the importance of perceived justice in service recovery. Satisfaction with service recovery also leads to a higher level of trust, positive word‐of‐mouth behavior and, to a lesser extent, the level of loyalty. Finally, the lack of support of the “recovery paradox” effect suggests that successful service recovery alone would not bring customer satisfaction to pre‐service failure levels. It is therefore essential to provide service right at the first time.

Originality/value

This is a new study on the service provided by mobile phone service providers in an Asian environment. It also reinforces the important of perceive justice in service recovery and debunks the existence of the “recovery paradox” effect.
On‐screen characters: their design and influence on consumer trust
Authors: Luo J.T. , McGoldrick Peter , Beatty Susan , Keeling Kathleen A.
Published: July 2006

Purpose

Previous research has focused on how trustworthiness can be evoked by the physical design of on‐screen characters (OSCs) within the e‐commerce interface. The purpose of this study is to investigate whether or not the OSCs representation, along with user differences, influence, how likeable, appropriate and trustworthy they are.

Design/methodology/approach

A web site was created for a simulated online bookseller and 183 people from various countries participated in the experiments. OSC representations were tested under four conditions in the main experiment: facial appearance (human‐like vs cartoon‐like) and gender (male vs female).

Findings

The results suggest that the human‐like characters are more likeable, appropriate and trustworthy in general terms. However, when perceived capabilities of OSCs are measured, a mismatch can occur between expectations and capabilities of the human‐like OSCs. In fact, cartoon‐like OSCs, especially female, had more positive effects on the web site interface.

Research limitations/implications

This study was limited to simulations of on‐screen scenarios. Future work, with access to the huge database required, could investigate the effects of truly interactive OSCs. Larger national sub‐samples would permit generalisations about cross‐cultural differences.

Practical implications

For e‐tailers and web designers, this study suggests critical design variables and response‐moderating variables that mediate the effects of OSCs in e‐retailing. It helps to understand customers' interaction needs in establishing and maintaining para‐social relationships, potentially increasing purchase intentions and persuasion.

Originality/value

The efficacy of different representations of OSCs to retail situations has been little investigated previously; this study measured how likeable, appropriate and trustworthy different OSC design formats are to different customer types.
I love my accountants – they're wonderful: understanding customer delight in the professional services arena
Authors: McNeilly Kevin M. , Feldman Barr Terri
Published: July 2006

Purpose

This study of professional accounting firm clients identifies a set of common expectations, examines the opportunities to exceed expectations, and considers the potential of exceeding expectations and “delighting” clients.

Design/methodology/approach

Using a subsample of accounting firm clients, common activities and behaviors thought to have the greatest potential for delivering exceptional service were identified. Two larger samples of business clients in the US Midwest were interviewed and they rated their accounting service provider on eight activities and then described an outstanding service encounter.

Findings

Descriptive statistics showed that the strongest service expectations involve meeting deadlines, relating well to the client's employees, being available, and being knowledgeable about the client's firm and industry. The content analysis of the open‐ended question identified competency and expertise as areas where expectations were exceeded. Comments identified a few instances of client “delight.”

Research limitations/implications

Sample size and the focus on one industry was a limitation. Given the competitive nature of professional services today, more studies from a variety of service providers in multiple settings (domestic and foreign) need to be conducted to assess whether other service providers exceed expectations and how they delight their clients to keep their loyalty.

Originality/value

The results indicate that service providers are meeting and exceeding client expectations, but may stop short of delighting them. The study found that there is no one way to create delight. Service providers need to know what causes client problems and listen to their desires, so that these clues can provide direction as to ways to create delight through cost‐effective endeavors.
Why consumers are not using internet banking: a qualitative study
Authors: Gerrard Philip , Barton Cunningham J. , Devlin James F.
Published: July 2006

Purpose

This paper illustrates why consumers are resistant to using internet banking.

Design/methodology/approach

A survey was used to acquire data from 127 consumers who were not internet bank users.

Findings

Using a content analysis procedure, eight factors were identified which explain why consumers are not using internet banking. In order of frequency, the factors are: perceptions about risk; the need; lacking knowledge; inertia; inaccessibility; human touch; pricing and IT fatigue.

Research limitations/implications

A list of those consumers who were not internet banking users could not be sourced, meaning that a random sample could not be carried out. The factors which emerged, however, appear to provide a comprehensive understanding of why certain consumers are not internet banking users. The factors provide a useful basis for researchers to conduct studies to better understand what influences a consumer decision not to use the internet as a means of sourcing banking services.

Practical implications

The findings provide a framework for creating a strategy to enhance adoption rates.

Originality/value

The findings create an awareness of the various reasons explaining why consumers are not becoming internet banking users. The various reasons provide scholars with an opportunity to conduct further research in this area and practitioners with an opportunity to enhance adoption rates.
Segmenting service “complainers” and “non‐complainers” on the basis of consumer characteristics
Authors: Bodey Kelli , Grace Debra
Published: July 2006

Purpose

This study examines service “complainers” and “non‐complainers” on the basis of four personality characteristics (perceived control, Machiavellianism, self‐efficacy, self‐monitoring) and attitude toward complaining.

Design/methodology/approach

This study employed a quantitative methodology. Data were gathered via self‐report survey to a sample of 200 university students.

Findings

The results indicate that attitude toward complaining, perceived control and self‐monitoring were significant discriminating variables between “complainers” and “non‐complainers”. Other variables tested such as self‐efficacy and Machiavellianism were not significant.

Research limitations/implications

The use of a student sample limits the findings beyond this group, however, student samples do tend to be representative of the general buying public. Therefore, it is suggested that the variables studied here should be further examined using a more diverse consumer sample. In addition, the relationship between attitude toward complaining and complaint behavior warrants further investigation, as it appears that this relationship may deviate from the expected attitude‐behavior relationship, particularly where “non‐complainers” are concerned.

Practical implications

While the importance of encouraging customer complaints cannot be overstated, it appears, from the findings of this study, that personality traits and attitudes may, in some cases, prohibit customers from engaging in complaint behavior. Therefore, it is imperative that service firms analyse their service provision and complaint processes so that the likelihood of customers complaining in the event of service failure is maximized. Such strategies may well include feedback surveys or service provider/employee evaluation forms, toll free numbers and customer service calls.

Originality/value

This paper makes a significant contribution to our understanding of complaint behavior through the exploration of consumer characteristics that have not before been examined within this realm.
The persistent plague of plagiarism
Authors: Maxymuk John
Published: July 2006

Purpose

This article aims to introduce the numerous library web sites devoted to the issue of plagiarism.

Design/methodology/approach

Surveys several web sites devoted to the issue of plagiarism and compares them against each other. The author notes the intended audience and approach in each site.

Findings

Many web sites examining the issue of plagiarism have been developed and are maintained by libraries. The topic of plagiarism has clearly entered the purview of librarians.

Originality/value

Even though all web sites examined were created by libraries, not all sites are equal. Some clearly state what plagiarism is, while others provide tutorials as the method of instruction. As such, this survey provides many options from which to choose so that one can determine which approach is appropriate for their own institution to use.
Approaching a three‐day turnaround for e‐reserves: learning from Amtrak's mistakes
Authors: Farrell Gabriel S.
Published: July 2006

Purpose

The purpose of this paper is to apply the best practices defined by the Government Accounting Office (GAO) in its assessment of Amtrak to infrastructure improvements in electronic reserves at Columbia University Libraries.

Design/methodology/approach

The paper draws on a 2004 GAO report, Intercity Passenger Rail, to set a framework for the handling of infrastructure improvement projects, and then examines a hypothetical electronic reserves project in light of that framework.

Findings

This paper concludes that the best practices laid out in the GAO report, which include comprehensive planning, risk assessment, comprehensive financial management, accountability and oversight, and stakeholder involvement, are appropriate guidelines for any infrastructure improvement project. Many projects must address issues outside of infrastructure, however, and may benefit from outcomes‐based goals and policy adjustments.

Originality/value

The paper is of benefit in the planning of library projects that include infrastructure improvements.
A tribute to Gwen Leighty
Authors: Paustenbaugh Jennifer
Published: July 2006

Purpose

The purpose of the paper is to provide a tribute to the life and work of library fund‐raiser Gwen Leighty.

Design/methodology/approach

The paper uses personal knowledge and references to Academic Libraries Advancement and Development Network (ALADN) and LIBDEV web sites.

Findings

The paper finds that fundraising is connecting with people and the journey that each development officer must make while raising funds for their library.

Originality/value

The paper presents a brief history of ALADN and the valuable contribution one person made to the cause of library fund‐raising.
Cognitive dissonance, supervision, and administrative team conflict
Authors: Zepeda Sally J.
Published: July 2006

Purpose

The purpose of this paper is to record and summarize the tensions and problems experienced by a high school administrative team as they attempted to change supervision alongside instruction in a transition to a new block schedule.

Design/methodology/approach

A case study method was used. As a case study, the research is contextual in relation to the high school being studied. Data were collected for 14 months using individual interviews with administrators, site observations, and artifact collection.

Findings

Data indicated that, no matter what strategy was discussed, the participants did not want to supervise teachers, and they would only do so under mandate by the principal.

Originality/value

Given the dearth of research examining the work of K‐12 school administrative teams, this research provides entrée to future studies.
Systems analysis of the UAE education system
Authors: Gaad Eman , Arif Mohammed , Scott Fentey
Published: July 2006

Purpose

This purpose of this paper is to examine the organization of the UAE educational system, its components, their goals, and finally their effectiveness.

Design/methodology/approach

Three elements of the UAE education system were examined: the development; delivery; and evaluation and feedback.

Findings

On analysis, it was found that there is poor alignment among what the system was developed for, how it was delivered, and what was evaluated. In order to align this system significant efforts are needed to ensure that extensive documentation in terms of teachers' guides, training sessions for teachers and supervisors, and relevant evaluation instruments must be designed with systems thinking as the guide.

Research limitations/implications

An orientation to goals rather than textbooks, to systems thinking, and to the vision developed for the system (and perhaps some form of strategic feedback to the respective committees established in the structural framework delineated by the ministry) might be worth consideration to erase the misalignment indicated by this research.

Originality/value

This paper will be of interest to those involved in education and in particular, those involved in the education system within the UAE.
Multiple criteria decision‐making techniques in higher education
Authors: Ho William , Dey Prasanta K. , Higson Helen E.
Published: July 2006

Purpose

The purpose of this paper is to review the literature which focuses on four major higher education decision problems. These are: resource allocation; performance measurement; budgeting; and scheduling.

Design/methodology/approach

Related articles appearing in the international journals from 1996 to 2005 are gathered and analyzed so that the following three questions can be answered: “What kind of decision problems were paid most attention to?”; “Were the multiple criteria decision‐making techniques prevalently adopted?”; and “What are the inadequacies of these approaches?”

Findings

Based on the inadequacies, some improvements and possible future work are recommended, and a comprehensive resource allocation model is developed taking account of these factors. Finally, a new knowledge‐based goal programming technique which integrates some operations of analytic hierarchy process is proposed to tackle the model intelligently.

Originality/value

Higher education has faced the problem of budget cuts or constrained budgets for the past 30 years. Managing the process of the higher education system is, therefore, a crucial and urgent task for the decision makers of universities in order to improve their performance or competitiveness.
An investigation into international business collaboration in higher education organisations
Authors: Ayoubi Rami M. , Al‐Habaibeh Amin
Published: July 2006

Purpose

The purpose of this paper is to develop a comparative analysis of the main objectives of international institutional partnerships in four UK leading universities. Based on the presented case studies, the paper outlines a model for objectives and implementation of international partnership.

Design/methodology/approach

Using a multiple case study approach, the paper employs three sources of data: templates of international partnerships, actual agreements of international partnerships and interviews with senior and very senior managers concerned with internationalisation at the four universities. The analysis includes inter‐university comparative analysis and templates‐agreements‐interviews comparative analysis for each of the four universities separately.

Findings

It is found that, for the four universities, the objectives of international partnerships are related to both students and staff with relative importance given to the student dimension. While the student dimension refers to any overseas partnerships where the core topic of the partnership is the student whether it is related to student exchange, collaborative programs, student recruitment, etc.; the staff dimension refers to any overseas partnerships that are more related to the staff topic, such as joint research, collaborative teaching, staff exchange, etc.

Research limitations/implications

The comparative analysis of templates‐agreements‐ interviews show some gaps in international strategy design in one of the universities, and some gaps in international strategy implementation in the other three universities.

Practical implications

The comparative analysis is developed into a model for international strategy design and implementation. This model can assess university managers in running their international business.

Originality/value

The paper highlights the importance of adopting a realistic strategy by university managers. The realistic strategy is the strategy that gives equivalent attention to the two dimensions: the design and the implementation.
Structural barriers: redesigning schools to create learning organizations
Authors: Randeree Ebrahim
Published: July 2006

Purpose

The purpose of this paper is to focus on schools and address the structural dimensions of the organization as well as the hierarchical design of information flows between stakeholders. The paper highlights current structural barriers to creating learning organizations.

Design/methodology/approach

This paper utilizes a conceptual model.

Findings

The analysis shows that the previous process and perception changes as they relate to learning are moderated by structure, and that success in building the learning organization is limited without redesign of the learning environment.

Practical implications

While restructuring is not the solution by itself (although some administrators like to think so), the restructuring of the school is a moderator of all the changes occurring in the path to creating a learning organization.

Originality/value

The paper provides a look at the barriers within schools and provides a practical agenda for action that enables the creation of learning organizations.
Au revoirto partnerships: what's next ?
Authors: Diamond John
Published: July 2006

Purpose

To review the current debates on partnership working and to examine whether a “fitness for purpose” test is an appropriate way of evaluating existing developments.

Design/methodology/approach

The paper examines the conceptual frameworks within which the partnership discourse has been located, and reflects on whether this enables both practitioners and academics to make sense of the partnership literature and arrangements.

Findings

The paper argues that existing frameworks are limited and suggests that alternative models need to be considered.

Practical implications

The paper invites the practitioner/academic community to reassess existing models in the light of experience and analysis.

Originality/value

The paper provides an alternative framework within which to situate partnership development and practice.
Universities in a competitive global marketplace
Authors: Hemsley‐Brown Jane , Oplatka Izhar
Published: July 2006

Purpose

The purpose of this systematic review was to explore the nature of the marketing of higher education (HE) and universities in an international context. The objectives of the review were to: systematically collect, document, scrutinise and critically analyse the current research literature on supply‐side higher education marketing; establish the scope of higher education marketing; identify gaps in the research literature; and make recommendations for further research in this field.

Design/methodology/approach

The approach for this study entailed extensive searches of relevant business management and education databases. The intention was to ensure that, as far as possible, all literature in the field was identified – while keeping the focus on literature of greatest pertinence to the research questions.

Findings

The paper finds that potential benefits of applying marketing theories and concepts that have been effective in the business world are gradually being recognised by researchers in the field of HE marketing. However, the literature on HE marketing is incoherent, even inchoate, and lacks theoretical models that reflect upon the particular context of HE and the nature of their services.

Research limitations/implications

The research field of HE marketing is still at a relatively pioneer stage with much research still to be carried out both from a problem identification and strategic perspective.

Originality/value

Despite the substantial literature on the marketisation of HE and consumer behaviour, scholarship to provide evidence of the marketing strategies that have been implemented by HE institutions on the supply‐side remains limited, and this is relatively uncharted territory. This paper reviews the literature in the field, focusing on marketing strategies in the rapidly developing HE international market.