bluuebunny/crossref_metadata_2025 huggingface dataset:
Symptoms of burnout and service recovery performance
Authors: Rod Michel , Ashill Nicholas J.
Published: January 2009

Purpose

This study aims to expand on previous research on the antecedents and outcomes of burnout, and to examine the role of job resourcefulness as a situational personality trait with the capacity to ameliorate burnout. Using data from Call Center frontline employees (FLEs) in a New Zealand banking context, the paper seeks to investigate the direct influence of job resourcefulness in a model examining the antecedents and outcomes of burnout.

Design/methodology/approach

Call Center FLEs completed a self‐administered questionnaire on job demands, job resources, burnout symptoms, job resourcefulness and service recovery performance. Data obtained from the FLEs were analyzed using the SEM‐based Partial Least Squares (PLS) methodology.

Findings

Eight of the 14 advanced hypotheses were supported and the results suggest that job resourcefulness plays a significant role in burnout and in influencing Call Center FLE service recovery performance.

Research limitations/implications

Limitations of the study include the generalizability of the findings since the study was conducted within one organizational context and one country. Suggestions for future research include an examination of job resourcefulness as a moderator in the JD‐R model of burnout and other personality traits specific to frontline employee jobs such as Customer Orientation.

Practical implications

The research advances understanding of burnout, personality traits and FLE service recovery performance in a Call Center context and the findings indicate that managers can take actions on a number of fronts to assist in reducing burnout symptoms and progress toward the achievement of Call Center service recovery excellence.

Originality/value

Previously, no attention has been given to understanding the antecedents of service recovery performance mediated by the symptoms of burnout in a Call Center context. In addition, there has been no attempt to examine the role of situational personality traits and their effect in burnout. By expanding existing burnout research, the study investigates a partial mediated model of burnout and its influence on Call Center FLE service recovery performance.
Signaling intrinsic service quality and value via accreditation and certification
Authors: Walker Rhett H. , Johnson Lester W.
Published: January 2009

Purpose

This paper sets out to consider the role that can be played by independent professional accreditation systems and processes in influencing and grounding the intrinsic quality of what is offered by a service provider who has secured this certification.

Design/methodology/approach

The approach takes the form of personal interviews conducted with senior management personnel within a range of accommodation providers who were responsible for preparing their accreditation submission.

Findings

More than 80 percent of respondents agreed that the process of applying for accreditation forced a critical review of all aspects of their operations, and heightened their awareness of things that could prove problematic and ways by which these problems could be effectively countered. Respondents also agreed that the process served to motivate the development and detailed documentation of policies, systems and procedures, which enabled greater consistency in the standard of what is provided.

Practical implications

The findings suggest that rigorous accreditation processes help service providers to review and confirm the appropriateness of what may already be in place, to ground the quality of what might need to be put in place, and to improve the standard of what is currently in place.

Originality/value

The paper augments what is posited by the service‐profit chain framework, shows how a focus on intrinsic quality can help to close the service design and standards gap, and also shows how extrinsic and independent professional accreditation processes can ground and enable the intrinsic quality and standard of what is offered.
Bridge over troubled water or long and winding road?
Authors: Sum Chau Vinh , Kao Yu‐Ying
Published: January 2009

Purpose

This paper seeks to apply the SERVQUAL model to identify critical performance measures in the airline industry, exploring differences between Eastern and Western expectations of airline service quality and delivery.

Design/methodology/approach

Data from 263 effective questionnaire responses were collected from two locations – Taipei (Taiwan) and London (UK) – to compare differences between the well‐documented gap‐5 (between perceived and expected levels of service quality) values of respondents from these places of origin.

Findings

The paper generally finds that: there is a statistically significant difference between the perceived and expected levels of service quality in the airline industry; these are affected by such demographic factors as education, occupation and income levels (but not all that were examined); the SERVQUAL model's dimensions represent appropriately the airline industry; and the gap‐5 sizes of these quality dimensions have a significant impact on customer satisfaction and service value; but there does not seem to be a statistically significant difference between the gap‐5s of respondents from the two locations.

Research limitations/implications

The paper limited the research to data from two locations, and makes a bold assumption that the two locations make adequate representations of views from the East and West.

Practical implications

Gap‐5 and general SERVQUAL analyses seem to apply well to the airline industry. Further, management effort need not be different for the delivery of service quality between Eastern and Western passengers/customers. The findings are generalizable to other sectors for which service quality is an important public sector concern (e.g. household utilities).

Originality/value

A generic framework is presented for how service quality dimensions, and issues of gap‐5, relate to overall service quality, customer satisfaction, and service value, in the passenger airline industry.
Building bridges with women
Authors: Lawrance Richard
Published: January 2009

Purpose

This paper aims to advance the view that more women must be attracted to careers in engineering.

Design/methodology/approach

Puts forward figures to illustrate the under‐representation of women in engineering, and makes some suggestions about how this can be rectified.

Findings

Highlights the need to encourage pupils in schools towards science‐based subjects such as physics, and to create an environment where learning is not dominated by gender‐based stereotypes. Describes an initiative by UK universities to offer grants and bursaries to the brightest female students studying engineering courses. Advances the view that companies must make the case directly to women that their corporate cultures now reflect more enlightened diversity policies. Creating mentoring programs that engage girls at school and women at university will also help to develop credibility among women of the attempts being made by engineers at every level.

Practical implications

Argues the need to continue to combine different tactics to form an assertive, active and attractive campaign, promoting engineering as a source of worthwhile, rewarding and interesting career opportunities.

Originality/value

Contends that the massive under‐representation of women in engineering in the UK undermines both a sense of social justice as well as the country's mission to be the most advanced industrialized economy in the world.
Delivering an international HR strategy at DHL
Authors: Edmonds Carron
Published: January 2009

Purpose

This paper aims to demonstrate how logistics company DHL's work on incorporating events into its internal‐communications strategy has enhanced employee engagement.

Design/methodology/approach

Draws specifically on one campaign within the company's Europe, Middle East and Africa (EEMEA) regions. Examines how this helped DHL to communicate with its diverse and widespread employee audience.

Findings

Highlights the benefits of incorporating events into an internal‐communications strategy. Reveals that DHL decided that one of the best ways to communicate with its selection of employees across the EEMEA region was physically to take the message to them.

Practical implications

Shows how investing in staff communication can have an impact on staff morale, communication and attitudes towards the company.

Originality/value

Highlights an increase in employee morale and engagement.
Measuring performance of virtual learning environment system in higher education
Authors: Ho William , Higson Helen E. , Dey Prasanta K. , Xu Xiaowei , Bahsoon Rami
Published: January 2009

Purpose

The purpose of this paper is to measure the performance of commercial virtual learning environment (VLE) systems, which helps the decision makers to select the appropriate system for their institutions.

Design/methodology/approach

This paper develops an integrated multiple criteria decision making approach, which combines the analytic hierarchy process (AHP) and quality function deployment (QFD), to evaluate and select the best system. The evaluating criteria are derived from the requirements of those who use the system. A case study is provided to demonstrate how the integrated approach works.

Findings

The major advantage of the integrated approach is that the evaluating criteria are of interest to the stakeholders. This ensures that the selected system will achieve the requirements and satisfy the stakeholders most. Another advantage is that the approach can guarantee the benchmarking to be consistent and reliable. From the case study, it is proved that the performance of a VLE system being used at the university is the best. Therefore, the university should continue to run the system in order to support and facilitate both teaching and learning.

Originality/value

It is believed that there is no study that measures the performance of VLE systems, and thus decision makers may have difficulties in system evaluation and selection for their institutions.
Total quality management practices in Turkish primary schools
Authors: Töremen Fatih , Karakuş Mehmet , Yasan Tezcan
Published: January 2009

Purpose

The purpose of this paper is to determine the extent of total quality management (TQM) practices in primary schools based on teachers' perceptions, and how their perceptions are related to different variables.

Design/methodology/approach

In this study, a survey based descriptive scanning model was used. This study was carried out in Malatya city centre on teachers working at primary schools. Using stratified sampling method, 21 schools and 420 teachers working in these schools were selected randomly. A total of 396 of the questionnaires were validated and evaluated. A total of six‐dimensioned and a 60‐itemed questionnaire was administered to these teachers. Data were analysed by SPSS program.

Findings

In the perceptions of teachers, there were some problems with the indicators of TQM practices, especially on the dimension of change management. There were significant differences among teachers' perceptions on TQM practices depending upon the variables of branch, level of education and tenure, while there were no meaningful differences according to the gender variable.

Practical implications

The findings reveal the need for an effective change management, educating staff and utilizing human resources to attain a system‐wide quality improvement, to implement the principles of TQM.

Originality/value

Quality improvement is a continual process that should be taken up from the operational level to senior management. Primary schools, as the basic subsystem of educational super‐system, affect upper level schools with their outcomes. So TQM efforts at primary schools are fundamentally important to achieve a high quality education system. This paper sheds light on how to improve quality at this basic level.
Quality assurance in distance learning libraries
Authors: Tripathi Manorama , Jeevan V.K.J.
Published: January 2009

Purpose

The paper aims to study how the present distance learning libraries can improve upon their existing services and introduce new ones to enhance quality of services to distance learners.

Design/methodology/approach

The paper includes a review of literature on quality assurance in open and distance education in general and student support services in particular. It studies and compares the current practices followed by libraries at open universities, which have proved trailblazers in distance education.

Findings

This paper proposes an action plan for distance learning libraries and offers suggestions for improving their library services.

Originality/value

This paper will be of interest to library science researchers and professionals working in distance learning libraries with responsibility for quality assurance.
Principals' and students' perceptions on parental contribution to financial management in secondary schools in Kenya
Authors: Kiplangat Koross Peter , Waithanji Ngware Moses , Kiplangat Sang Anthony
Published: January 2009

Purpose

The management of secondary schools in Kenya has faced a number of challenges over the past few years. These challenges have been manifested in the many ways including lack of financial transparency, which culminate in unaffordable secondary schools fees. The aim of this paper is to present the findings of an investigation into the contribution of parents to the financial management of secondary schools in Kericho district of Kenya.

Design/methodology/approach

The study was exploratory in approach with a descriptive survey being used as a method of inquiry. A sample size of 30 (47 percent) was selected from 64 secondary schools in the district. From this sample, proportional sampling was then used to get seven provincial and 23 district schools into the sample. Purposive sampling was used to get the schools from each category and the respondents from each school into the sample. Questionnaires and interview schedules were used to solicit information and perceptions from principals and students.

Findings

The findings of this study indicated that Principals and students perceived parental involvement in financial management as present to some degree in most schools. The results also indicated that parental involvement had positive influence on financial management outcomes. Since schools' finance is critical in school management outcomes, it is therefore important for education stakeholders to increase parental involvement.

Practical implications

Parental participation can have positive impacts on the processes of teaching and learning with active and frequent contacts between parents and school administration improving school's financial accountability and transparency. Participation will strengthen the partnership between parent teacher associations, community and school administration in addition to democratizing school governance.

Originality/value

Based on the findings of the study, parental involvement in the area of financial management is still low in the district. It was also noted that parental involvement greatly influenced the way finances in schools were managed. From these observations, parental levels of involvement in the area of school finances affect financial transparency in schools.
Education hub at a crossroads
Authors: Choon Boey Lim Fion
Published: January 2009

Purpose

This paper aims to examine the development and effectiveness of quality assurance as a competitive tool for Singapore's private tertiary education in an increasingly competitive global market.

Design/methodology/approach

A review of the growth of private education in Singapore is presented and issues related to quality and Singapore's quality assurance framework are discussed in this paper. The experience of “private schools”, that is, private tertiary education providers, in relation to quality assurance is documented through two case studies of two typical private schools in Singapore.

Findings

It was found that quality assurance of private tertiary education in Singapore is still narrowly focused on business and management processes. The government has not yet imposed any form of regulatory framework to ensure that academic standards are upheld. Rather, private schools are relying heavily on their own initiatives to safeguard teaching quality.

Practical implications

This paper reveals the insufficient nature of quality assurance in Singapore's tertiary private education industry. The paper suggests a need for more collaboration between the Singapore Government and the private education providers in order that appropriate quality assurance is provided. The findings strongly suggest that it is critical for Singapore to re‐evaluate its quality assurance framework in order to realize its vision of becoming a regional educational hub.

Originality/value

This paper draws from the experience of the interviewees and will be of interest to those in the field of private education.
Towards a “theoretical toolbox” for strategic sourcing
Authors: Shook Christopher L. , Adams Garry L. , Ketchen David J. , Craighead Christopher W.
Published: January 2009

Purpose

The goal of this paper is to provide a broad foundation for future research in the area of strategic sourcing.

Design/methodology/approach

The foundation is derived by drawing from various well‐established organizational theories. Specifically, strategic sourcing was viewed from the perspective of institutional theory, resource dependence theory, network theory, systems theory, resource/knowledge‐based views of the firm, transaction cost economics, agency theory, strategic choice theory, sociocognitive theory, and critical theory.

Findings

By viewing strategic sourcing through the lens of ten organizational theories, this research provides multiple insights into many interrelated strategic sourcing questions, such as when to make, buy or ally, how many and which suppliers, and how to manage sourcing relationships. The paper offers a rich and diverse foundation to foster future theory‐building activities in sourcing and supply management research.

Originality/value

While some of these theory bases have been utilized, to some degree, in the supply management research, the paper offers a more holistic perspective of theoretical insights for strategic sourcing. Each of these organizational theories could be utilized as a foundation for future studies. Further, the paper offers competing and/or complementary theory bases to enhance possible insights into many strategic sourcing questions such as when to make, buy or ally.
The human impact on supply chains: evaluating the importance of “soft” areas on integration and performance
Authors: Shub Allen N. , Stonebraker Peter W.
Published: January 2009

Purpose

The purpose of this paper is to contrast traditional transaction‐based supply chain strategies with emerging relationship‐based strategies in human resource and organizational areas.

Design/methodology/approach

A theoretical framework is proposed based on the relationship of human resource variables (staffing, training, evaluation, and compensation) and organization variables (structure, culture, and empowerment strategies) with supply chain integration and performance.

Findings

A model is presented of the relationship of human resource and organization variables with supply chain integration and performance. Propositions are posited and conclusions are noted with suggestions for further research.

Research limitations/implications

The paper is clearly only theoretical. Much empirical testing is yet to be done.

Originality/value

The paper is among the first to focus the relationships of human resource strategies and organization variables with supply chain integration and performance. While the structuring and measurement of integrated global supply chain flows, particularly of the “hard” products, services, and information, are well established, much less is understood concerning the contribution of such “soft” areas as human resource management activities and organization variables.
Impact of agile supply chains' delivery practices on firms' performance: cluster analysis and validation
Authors: Khan K Arif , Bakkappa B. , Metri Bhimaraya A. , Sahay B.S.
Published: January 2009

Purpose

The purpose of this paper is to identify the critical distribution practices of agile supply chains and provide a comprehensive framework that can be used to improve the responsiveness of supply chains. The research is carried out in the context of different manufacturing industries and provides empirical evidence that agile supply chain distribution enhances organisational performance.

Design/methodology/approach

The paper employed survey research, using a sample of 128 manufacturing companies.

Findings

The paper explores the critical distribution practices of supply chains that make supply chains agile. Collaborative distribution, order commitment, distribution flexibility and inventory management are the key SCM distribution practices associated with agile supply chains, and have significant impact on organisational performance.

Research limitations/implications

Data were collected from a single node/respondent of a supply chain. Further research could be carried out using mutiple node data of each supply chain to make the research more meaningful and generalisable.

Practical implications

The findings may be used to gauge the competitive capabilities of SCM distribution and to guide organisations to measure and improve supply chain responsiveness and organisational performance.

Originality/value

The paper provides evidence regarding the impact of the critical distribution practices of agile supply chains on performnace.
Mastery of operational competencies in the context of supply chain management
Authors: Halley Alain , Beaulieu Martin
Published: January 2009

Purpose

According to the most recent theories, the competitiveness of organizations is based on the development of competencies. Core competencies result from greater mastery than competitors of organizational abilities valued by customers. This paper seeks to investigate how a more thorough integration of the supply chain may be associated with greater mastery of operational competencies.

Design/methodology/approach

The study is based on a mail survey carried out among Canadian manufacturing companies.

Findings

The statistical analyses identified four clusters of respondents with regard to their supply chain management practices. These practices may be either distant or integrated with upstream or downstream partners. The other component of the study made it possible to identify four operational competencies – i.e. cost, delivery, logistic services, and design. It was observed that the group with the most highly integrated supply practices mastered an operational competency in logistic services.

Research limitations/implications

The limited size of the sample and its regional character may limit the generalization of results. The study will therefore be reproduced in other regions of the world.

Originality/value

Very little research has been done on the impact of supply chain management on operational competencies. Using the results of an empirical study, the paper provides a better understanding of the relationship between supply chain management practices and the development of operational competencies. It also offers a somewhat different view of the concept of supply chain integration.
Learning organizations, employee development and learning representative schemes in the UK and New Zealand
Authors: Lee Bill , Cassell Catherine
Published: January 2009

Purpose

Disparities in learning opportunities endure. This paper aims to investigate whether the learning representative schemes in the UK and New Zealand (NZ) may redress disparate opportunities for learning.

Design/methodology/approach

An interview study of UK trade unions' educational officers and an interview study of representatives of bodies involved in designing the NZ learning representative scheme are used to consider each scheme's capability to address disparate learning opportunities.

Findings

The paper finds that the UK scheme allows trade unions to initiate vocational and non‐vocational learning opportunities locally. Legislative and financial support allows some redress of inequalities in learning opportunities. The NZ scheme was introduced through a tripartite alliance of central organizations, without legislative support, to provide vocational opportunities. This scheme may facilitate learning opportunities at companies where the constituents of the central organizations support the initiative.

Research implications/ limitations

The UK scheme is firmly established, while the NZ scheme has only been developed recently. The potential for further developments in the New Zealand scheme must be acknowledged.

Practical implications/ limitations

Union‐backed learning representative schemes in different countries have been introduced to redress the unequal distribution of learning opportunities that exist at work. However, to date, there has been limited research into the potential for learning representative schemes to promote learning in different organizational contexts. There is a need for further research in this area.

Originality/value

The paper presents findings from the first comparative study of the learning representative schemes in the UK and NZ.
Work‐related identity in individual and social learning at work
Authors: Collin Kaija
Published: January 2009

Purpose

The aim of this study is to investigate how workers' work‐related identity is related to various forms of workplace learning. The study also aims to show how changes in the organization affect both learning and the work‐related identity construction of employees.

Design/methodology/approach

In‐depth interviews with four design engineers were conducted in 2000 and 2007 in Finland. Narrative analysis was used to construct four stories that were compared at two different points in time to find out what changes and development took place in relation to experiences of learning and work‐related identity.

Findings

The findings suggest that learning and work‐related identity are related to one another in many ways. Usually this relationship is individually constituted, but many of its elements are socially shared. Work‐related identity is constructed strategically as one of many identities constituted in the other areas of life.

Practical implications

The findings of this study show that employers should bear in mind the importance of this interrelationship in order to promote employees' commitment and so facilitate their continuous learning and construction of their work‐related identity.

Originality/value

This paper provides useful information on how changes in the organization affect both learning and the work‐related identity construction of employees.
A collaborative perspective on learning transfer
Authors: Nielsen Klaus
Published: January 2009

Purpose

The purpose of this paper is to argue that it is important to focus on the apprentices' collaborative learning processes when addressing issues of learning transfer.

Design/methodology/approach

The claims about the importance of addressing processes of collaborative activities and learning in relation to learning transfer are based on the study following the completion of questionnaires by 243 apprentices and interviews in which 19 baker apprentices participated.

Findings

The research results prove that it is important to pay attention to collaborative activities among learners in order to ensure learning transfer.

Research limitations/implications

One limitation of the study is that it does not elaborate on reasons that some apprentices are motivated to integrate what they were taught at vocational college in a workplace setting while others are not motivated to do so.

Practical implications

Educators will become more aware of individual and collective initiatives to cross the boundaries between vocational school and workplace practice.

Originality/value

The study adds to the discussion of learning transfer through an investigation of learning transfer from a collaborative perspective. Most transfer studies have focused on the nature of knowledge or the structural barriers between college and workplace practice, while this study emphasizes the collaborative nature of learning transfer.
The “dos and don'ts” of writing a journal article
Authors: Kekäle Tauno , de Weerd‐Nederhof Petra , Cervai Sara , Borelli Massimo
Published: January 2009

Purpose

During work as reviewers and editors of journals authors are often faced the same types of problems in many articles. The purpose of this piece is to give some guidelines on typical problems that lead to rejection, and how to avoid these.

Design/methodology/approach

The paper discusses journal article design and offers some methodology viewpoints; in particular about the differences between a PhD thesis aim and a scientific journal article. It focuses on some typical mistakes found in reviewing papers.

Findings

The paper finds that the main criteria to getting published are that the article must include original, empirical research.

Originality/value

Following these guidelines the review process of articles will be smoother and the amount of rejects should diminish. Especially young researchers can find good suggestions about how to write a paper for the Journal of Workplace Learning.
Performance measurement of research and development activities
Authors: Chiesa Vittorio , Frattini Federico , Lazzarotti Valentina , Manzini Raffaella
Published: January 2009

Purpose

This paper aims to study the problem of designing a Performance Measurement System (PMS) for R&D. In particular, it aims at investigating the influence exerted by the type of activity being measured (i.e. Basic and Applied Research or New Product Development) on the design of the PMS constitutive elements.

Design/methodology/approach

First, a literature review made it possible to build a theoretical model that identifies the constitutive elements of the PMS for R&D. Second, a survey involving 129 Italian firms (with a response rate of 33 per cent) was performed to unearth a number of similarities and differences between PMSs used in Research and New Product Development settings. Finally, a follow‐up multiple case study investigation made it possible to understand the reason underlying the dissimilarities which emerged from the survey.

Findings

The analysis suggests that a specialisation of the performance measurement practices in research and development is pursued by the Italian firms in the sample, especially when a number of conditions are in place (e.g. high level of uncertainty in R&D, availability of resources, organisational separation between the research and development functions).

Research limitations/implications

The empirical analyses reported here focus on R&D‐intensive firms, because they invest more heavily in R&D and hence are more interested in measuring its performance. The generalisability of these results to other empirical settings is discussed and represents a promising avenue for future research.

Practical implications

The paper provides R&D managers with a number of criteria they should employ to design more effective PMSs for the R&D activities for which they are responsible. Moreover, it suggests that designing and using two different PMSs for research and new product development can be a valuable alternative but only under specific circumstances.

Originality/value

The paper is one of the first contributions that empirically assess the differences in the approaches employed to measure performance of research and new product development activities.
Organizational diversity and shared vision
Authors: Wang Catherine L. , Rafiq Mohammed
Published: January 2009

Purpose

The aims of this paper are: to address the tensions pertinent to exploration and exploitation from the organizational learning perspective; to conceptualize how organizational diversity and shared vision, as two core components of organizational culture, help resolve these tensions; and to discuss the organizational configurations necessary for instilling organizational diversity and shared vision.

Design/methodology/approach

This is a conceptual paper that focuses on the role of organizational culture in promoting corporate entrepreneurship from the organizational learning perspective.

Findings

Organizational diversity and shared vision are important for a balanced approach to exploratory and exploitative learning. Organizational parameters must be aligned to instil the two types of organizational culture to achieve either simultaneous or sequential ambidexterity.

Research limitations/implications

The key theoretical arguments regarding the role of organizational diversity and shared vision in entrepreneurial learning may be adopted for empirical testing in future research.

Practical implications

The arguments of the paper caution that organizations must not only focus on entrepreneurial values in terms of diversity and creativity, but also promote goal‐oriented behavior through instilling a shared vision to integrate individual learning in organizational learning and to balance the need for different types of learning in the corporate entrepreneurship process.

Originality/value

The paper articulates the different learning styles and mechanisms involved in the exploratory and exploitative learning and then elaborates on the role of organizational diversity and shared vision in resolving the paradox of exploration and exploitation.
The death of paid standards (and the birth of new identity services)
Authors: Rutkowski Anthony Michael
Published: January 2009

Purpose

The purpose of this paper is to show that, over the past 20 years, a combination of industry, technological, and legal developments has effectively ended the viability of standards bodies to charge for their published specifications and related registration information. These trends have been especially significant in the information‐telecommunications (ICT) and security fields.

Design/methodology/approach

The article discusses developments in standards and related registration systems, why they are essential for industry, government, and consumers, and describes emerging features of next generation standards publishing and related identity management services.

Findings

These shifts to next generation standards business, cybersecurity, and identity management models will be complex – given the global diversity of the activities.

Originality/value

Although some discourse on standards availability, copyright, and registration/verification of identifiers independently exists, no known published material treats all three as an integrated ensemble.
China's ICT standards policy after the WTO accession: techno‐national versus techno‐globalism
Authors: Lee Heejin , Chan Shirley , Oh Sangjo
Published: January 2009

Purpose

The purpose of this paper is to show that, since China's accession to the WTO in 2001, standards have emerged as an effective means to protect and promote domestic industries, especially in the ICT sector. China has made several attempts to set its own technological standards – different from international standards – within its own territory and world‐wide. This paper seeks to examine two cases of China's attempts to set its own standards in the ICT sector. By comparing similarities and differences in these cases, it aims to identify motivations and strategies of China's standards‐setting attempts in the ICT sector.

Design/methodology/approach

The paper examines the cases of wireless LAN security (WAPI) and 3G mobile communications (TD‐SCDMA). It draws on a set of concepts from the study of national technological innovation systems: techno‐nationalism and techno‐globalism. Data were collected from media and standards‐related institutions.

Findings

Despite similarities, each case has a distinguished orientation in terms of techno‐nationalism and techno‐globalism: WAPI is aligned with techno‐nationalism and TD‐SCDMA with techno‐globalism.

Research limitations/implications

China's recent attempts regarding its own standards in the ICT sector are not one‐off occasions, but China's standards policy towards international standards will continue. This research will be a foundation for further inquiry in this increasingly important area of study. A longitudinal follow‐up study tracking the development of each standard over time is required.

Originality/value

Despite the significance of these standard‐setting attempts for China's trade, technology policy and economic development, on the one hand, and for the world economy, on the other hand, there has been little research in this area. The paper offers an enhanced understanding of China's standards policy.
Transnational regulatory governance and global electronic commerce
Authors: Purra Mika
Published: January 2009

Purpose

The purpose of this paper is to discuss the impact of Global Electronic Commerce (GEC) on transnational regulatory governance and to suggest a novel way of understanding its implications for national and transnational governance structures.

Design/methodology/approach

The paper has two components. The first part endeavours to establish a basis from which to observe regulatory governance of GEC and, in doing so, suggests a framework that draws together the relevant elements of transnational GEC governance. The second part examines the central determinants in shaping a functioning framework for GEC, namely, copyrights, data privacy protection and jurisdiction.

Findings

The findings are twofold. Owing to limitations deriving from institutional structural divergences; variations in cultural, political and commercial interests; and the relative power of non‐state actors, the cases first indicate how GEC has made multilateral negotiations between states more complex. Second, given the complexity of cross‐border governance and the variation in interests across its regulatory subsectors, GEC calls for an increasing degree of cultural harmonization across all regulatory subsectors.

Originality/value

In the absence of major views or paradigms, a novel approach to understanding the regulatory governance of GEC between states is a welcome addition to the study of transnational governance. Such an approach seeks to elucidate the impact of GEC on the development of transnational regulatory mechanisms, on the one hand, and the transformations that the governance of GEC imposes on transnational negotiation processes, on the other hand. It also seeks to understand how these underpinnings affect formation of holistic governance structures for GEC.
Explicating barriers to entry in the telecommunications industry
Authors: Park Eun‐A
Published: January 2009

Purpose

The purpose of this paper is to examine economic debates over the conception of barriers to entry and speculates which definitions can be applicable to the telecommunications industry, more specifically, the residential broadband market. Also, it seeks to clarify the various industrial factors that could prevent or mar the success of entry into the residential telecommunications market and it also seeks to introduce an analytical framework that can be adopted for evaluating the barriers to entry.

Design/methodology/approach

The approach takes the form of a literature review.

Findings

It clarifies the various industrial factors that could prevent or mar the success of entry into the residential telecommunications market and introduces an analytical framework that can be adopted for evaluating the barriers to entry.

Originality/value

Although market entry barriers are crucial industrial factors that influence the market share and profit of firms already in the market, very little research has specifically examined barriers in the telecommunications and broadband industry.
Telecommunications reforms in South East Europe
Authors: Sutherland Ewan , Defraigne Philippe , Bocarova Veronica
Published: January 2009

Purpose

The purpose of this paper is to illustrate how eventual membership of the European Union is influencing reforms in South East Europe, through legislation and institutions being brought into line with EU practice.

Design/methodology/approach

The article reflects the results of monitoring exercises conducted in the Balkans with data gathered from national regulatory authorities and ministries. The approach is comparative between the countries and with the existing EU member states.

Findings

Considerable progress has been made in the opening of markets, with the issuing of new licences and the introduction of regulatory measures to support new entrants. However, many obstacles remain to be overcome.

Research limitations/implications

Determining the practical application of the legal provisions is not straightforward; there may be delays or questions of interpretation. Further work is required to determine how the changes are carried forward.

Practical implications

Further work will continue both by the authorities in South East Europe and in monitoring increased competition in mobile markets and the introduction of broadband, primarily using wireless technology.

Originality/value

Work on this region of Europe has been very limited, in part due to difficulties in gathering data.
Regulatory innovations in Tanzania: the role of administrative capabilities and regulatory governance
Authors: van Gorp Annemijn , Maitland Carleen
Published: January 2009

Purpose

The purpose of this paper is to show that, while in many low income countries inefficient regulatory regimes have been blamed for impeding ICT market development, Tanzania constitutes a remarkable exception. This study aims to identify the organizational and contextual factors that have enabled the Tanzanian Communications Regulatory Agency (TCRA) to implement innovative regulations, including a fully converged licensing framework as the first country on the continent, and how subsequently these regulations have influenced market development.

Design/methodology/approach

The analysis is based on case study data gathered through 20 face‐to‐face interviews in 2006 as well as secondary data gathered from government documents, news reports and company web sites.

Findings

The research finds that the market developments and regulatory innovations were due in part to Tanzania's Communications Regulatory Authority (TCRA)'s high level of autonomy, afforded by independent funding mechanisms and lack of capacity of the Ministry, which pressed the regulator to play a greater role in policy making than is found in other countries. Further, TCRA's significant internal focus on capacity building has also enabled strong regulatory governance.

Practical implications

The results provide further evidence of the role that institutional endowments and regulatory governance play in fostering policy reform.

Originality/value

The research examines regulatory innovations in a region typically associated with regulatory inefficiencies. It identifies institutional factors and subsequently shows how in a very low income country they may be conducive to effective regulatory governance and market development.
How new billing processes reshape the mobile industry
Authors: de Reuver Mark , de Koning Tim , Bouwman Harry , Lemstra Wolter
Published: January 2009

Purpose

The purpose of this paper is to explore how technological and strategic developments enable new billing processes for mobile content services.

Design/methodology/approach

Interviews with practitioners are used as input for designing different archetypical role division models for billing and process models. The potential of these process models to reshape the mobile industry is evaluated on three criteria: convenience for the end‐user; potential resource barriers; and the fit with strategic interests of the actors involved.

Findings

Both technological advances and the introduction of new roles and strategies in the mobile domain enable the emergence of alternative billing methods. While network operator‐centric models remain relevant in the short term, in the longer term they will co‐exist with other models in which the customer transaction is owned by the content aggregator, the content provider, the ISP or the payment provider.

Research limitations/implications

The research demonstrates the relevance of analysis at the process level in assessing the feasibility of new role division models at the value creation level.

Practical implications

The emergence of alternative billing providers is expected to change the power balance in the value network and assist in opening up the “walled garden”.

Originality/value

The analysis extends beyond existing discussions on billing in the mobile industry, which typically focus on the value network level, as the process level and the related resources are included. Moreover, the empirical data from the interviews with practitioners at various organizations provide new insights into the feasibility of these models in practice.
Consent for trauma and orthopaedic surgery: patient comprehension
Authors: Mahadevan Devendra , Gupta Sanjeev
Published: January 2009

Purpose

The purpose of this paper is to present the results of an audit undertaken to assess patients’ understanding of orthopaedic terminology in consent forms.

Design/methodology/approach

Participants were asked to complete a questionnaire enquiring about their understanding of selected terms written routinely in orthopaedic consent forms.

Findings

The data confirm that the majority of patients lack an understanding of basic orthopaedic terminology. The results of the questionnaire suggest that common terms such as “infection” and “deep vein thrombosis” were only understood by three‐quarters of the study sample. Findings confirm that patients willingly sign consent forms without understanding the details of the procedures.

Originality/value

The review has resulted in a change in the perception of the consent process. Assumptions should not be made and a signed consent form does not necessarily imply that an informed consent has been obtained from the patient.
On the pursuit of clinical excellence
Authors: Kapur Narinder
Published: January 2009

Purpose

The purpose of this paper is to offer a pragmatic definition of clinical excellence.

Design/methodology/approach

The paper is a conceptual review of key studies relating to clinical excellence.

Findings

The pursuit of clinical excellence can be profitably considered in terms of 15 pillars of excellence comprising “technical” pillars, “personal” pillars, and “future” pillars. The five technical pillars are: evidence‐based thinking and practice; professional and peer accreditation; decision support systems; effectiveness and efficiency; learning and risk management. The five personal pillars comprise: interpersonal skills; collaboration and leadership; resilience and stress management; user involvement; moral principles. The five future pillars consist of: policy and succession planning; teaching and training; innovation; research and publications; income‐resource generation.

Originality/value

These 15 pillars of excellence may serve as anaide‐memoirefor clinicians in their professional practice, as a pragmatic framework for both individual and organizational appraisal, accreditation, revalidation and reward systems, and as a teaching tool for a range of health‐care professionals.