bluuebunny/crossref_metadata_2025 huggingface dataset:
Approximation of multiple integrals by simple integrals
Authors: Benabidallah A. , Cherruault Y. , Tourbier Y.
Published: January 2003

The Alienor method, based on α ‐dense curves, has been developed by Yves Cherruault and collaborators, to solve optimization problems. It can be coupled with the decomposition method of Adomian to solve optima control problems also. But α ‐dense curves can be used in many other problems. Gives an application of α ‐dense curves for calculating multiple integrals by means of simple integrals.
Modelling, prototyping, and verifying concurrent and distributed applications using object‐oriented Petri nets
Authors: Češka Milan , Janoušek Vladimír , Vojnar Tomáš
Published: January 2003

This paper presents several research issues associated with the PNtalk language that is based on a certain kind of object‐oriented Petri nets (OOPNs) and intended mainly for modelling, prototyping, and verifying concurrent and distributed applications. The paper reviews the main concepts of PNtalk and OOPNs followed by a proposal of a system allowing prototypes based on PNtalk to be run in a distributed way. Furthermore, the first step made towards state spaces‐based formal analysis and verification over PNtalk OOPNs are also briefly mentioned in the paper.
Optimal control and approximation of variational inequalities
Authors: Kamil Hrubina , Anna Jadlovská
Published: January 2003

The paper deals with the problems of numerical approximation of the variational inequalities solution which occur in the optimal control problems. The Ky Fan‐Sion theorem of the saddle point is used for the solution of variational inequalities. The theoretical results form the basis for the algorithms creation.
Relonics: balascopy‐based systems‐specific technology
Authors: Kvitash Vadim I.
Published: January 2003

Relonics is a systems‐specific technology based on a complete scientific theory of control, regulation and coordination in super‐complex systems which allows generation of a new class of relational systemic information currently not available from any existing technologies.
The cruel blow to the biomedical paradigm not based on systems sciences and cybernetics
Authors: Kvitash Vadim I.
Published: January 2003

Systems‐Specific Technology can detect, identify, evaluate and represent previously unknown patterns of multi‐dimensional networks which underline clinically significant metabolic disorders not identifiable by currently available diagnostic modalities.
Uncertain variables and their applications for control systems
Authors: Bubnicki Z.
Published: January 2003

The definitions and basic properties of so called uncertain variables are presented. The uncertain variables are described by certainty distributions given by an expert and characterizing approximate values of the variables. Control problems for uncertain systems with static and dynamic plants are considered. A method of the stability analysis for a system with uncertain parameters is described. Simple examples illustrate the presented approaches.
Modified carbonate‐silicate fillers as components of dispersive paints
Authors: Krysztafkiewicz Andrzej , Grodzka Janina , Jesionowsk Teofil
Published: January 2003

An attempt was made to precipitate highly dispersed carbonate‐silicate fillers from solutions of metasilicate sodium and calcium hydroxide using gaseous carbon dioxide. Optimum conditions were defined for precipitating these powders. Carbonate‐silicate fillers were subjected to surface modification employing two techniques: the wet one, applied in the course of precipitation, and the dry one. For the modification, silane coupling agents were used. The carbonate‐silicate fillers were subjected to physicochemical analysis. Moreover, particle size distribution was determined using the DLS technique and their surface morphology was examined using SEM. The modified carbonate‐silicate filler was applied as a substitute of titanium white and a filler in acrylic paints.i
Electrochemical aspects of protection afforded by finish coat on zinc‐rich primers
Authors: Selvaraj M. , Guruviah S.
Published: January 2003

A barrier type of finish coat on zinc‐rich primers can effectively prevent corrosion on mild steel structures in marine environments. Chlorinated rubber is well known for its impermeability of water vapours and corrosive ions. Micaceous iron oxide (MIO) and titanium dioxide (Ti02) are the best barrier pigments available in the world. The chlorinated rubber based top coatings have been prepared by incorporating these two pigments separately and applied over three types of zinc‐rich primers (ZRP) (butyl titanate ZRP, cashew nut shell liquid ZRP and epoxy polyamide ZRP). The electro chemical aspects of protection afforded by these coating systems have been evaluated on mild steel substrate in 3 percent NaCI solution by potential‐time, polarisation and impedance techniques. This study revealed an interesting correlation between the polarisation and impedance observations. The inorganic ZRP with top coated systems behave differently to organic ZRP with top coated systems. The MIO pigmented finish coat affords equally higher duration of protection of steel substrate from corrosive saline environment, even though the PVC value is considerably lower than the TiO2 pigmented top coat systems.
Urban legends: diffusion processes and the exchange of resources
Authors: Todd Donavan D. , Mowen John C. , Chakraborty Goutam
Published: January 2003

In this research urban legends are viewed as diffusing through the consumer environment as part of a resource exchange process. Using the 3M model to develop categories of analysis, a content analysis of 100 urban legends was conducted. Three categories of variables were coded: the resource types depicted as exchanged in the stories; whether the resources were gained or lost; and whether the resources were gained or lost before or after the ironic twist. Results of this descriptive study supported the research question of a three‐way interaction among the variables. Results are discussed from the perspective of identifying the motivational factors that influence consumers to communicate urban legends, rumors, and product information.
The boundaries of strategic corporate social responsibility
Authors: Lantos Geoffrey P.
Published: January 2003

Reviews the development of the corporate social responsibility (CSR) concept and its four components: economic, legal, ethical and altruistic duties. Discusses different perspectives on the proper role of business in society, from profit making to community service provider. Suggests that much of the confusion and controversy over CSR stem from a failure to distinguish among ethical, altruistic and strategic forms of CSR. On the basis of a thorough examination of the arguments for and against altruistic CSR, concurs with Milton Friedman that altruistic CSR is not a legitimate role of business. Proposes that ethical CSR, grounded in the concept of ethical duties and responsibilities, is mandatory. Concludes that strategic CSR is good for business and society. Advises that marketing take a lead role in strategic CSR activities. Notes difficulties in CSR practice and offers suggestions for marketers in planning for strategic CSR and for academic researchers in further clarifying the boundaries of strategic CSR.
Loyalty strategy development using applied member‐cohort segmentation
Authors: Cooley Steven
Published: January 2003

Marketers in service industries face challenges similar to those in packaged and durable goods. However, the approach to these challenges is often quite different. This case study examines how a health insurance company used common market segmentation techniques to better understand member needs to improve customer loyalty and increase member retention. The author describes a new paradigm for considering customer loyalty in service industries. A two‐stage segmentation approach identified four key member cohorts for loyalty intervention. Primary research then uncovered three themes among these members and cohort‐specific barriers to achieving loyal relationships. Broad representation on the Customer Loyalty Steering Committee facilitated disseminating results and developing shared learning among organizational units. Planning and implementation efforts using this knowledge were widespread. A comprehensive strategic framework was developed to assess new enhanced services and existing programs against member needs.
Patient/enrollee satisfaction with healthcare and health plan
Authors: Braunsberger Karin , Gates Roger H.
Published: January 2003

The findings of the present study show that healthier patients, older patients, males, those with a lower level of education, those who perceive system performance to be high and those with lower levels of system usage are more satisfied with both their healthcare and health plan than their opposite counterparts. Regarding the incremental effects of these variables, the most striking finding is the strong, pivotal role of physicians in influencing patient satisfaction with healthcare. In regard to satisfaction with health plan, the extent of the problems that members have had with their health plan has by far the largest statistical influence on their satisfaction with that plan. The effects of other independent variables including the three demographic variables, self‐stated health status, number of visits to doctor’s office or clinic, and issues related to access, though significant, show relatively small statistical influences on overall satisfaction with healthcare and health plan.
The American Hospital Association’s Annual Survey of Hospitals: a critical appraisal
Authors: Mullner Ross , Chung Kyusuk
Published: January 2003

Data from the American Hospital Association’s Annual Survey of Hospitals, which are used to produce the AHA Guide, Hospital Statistics, and other data products, are widely used by hospital administrators, academic researchers, and healthcare marketers. Although they are widely used, many who use data from the survey are unaware of their limitations and problems. Such problems include: inaccuracies and inconsistencies in reporting; low response rates to certain data items; biases in reporting; and a lack of publicly available technical documentation concerning the statistical methodology of the survey, particularly its estimation and imputation procedures for missing data. Failure to be sophisticated consumers of data products can misdirect the outcome of important planning and marketing efforts.
Electronic books: challenges for academic libraries
Authors: Lonsdale Ray , Armstrong Chris
Published: January 2003

This paper, based on three recent research projects, addresses some of the issues that are central to the acceptance and integration of electronic scholarly monographs and textbooks (henceforth, referred to as e‐monographs) into the academic library. The findings suggest that the almost casual use of terms like “digital library” and “hybrid library” belies the reality of a slow acceptance of nearly all digital textual resources other than journals, and a demonstrable lack of user take up of most kinds of electronic library‐information resources.
Indicators of presidential effectiveness: a study of trustees of higher education institutions
Authors: Michael Steve O. , Schwartz Michael , Balraj Leela
Published: January 2003

Presidential performance is critical to institutional effectiveness. Therefore, to ensure institutional effectiveness, the board of trustees pays careful attention to the qualifications of individuals hired for the job. To guarantee accountability and commensurate rewards, most boards evaluate their presidents periodically. However, presidential evaluation has a potential to yield negative consequences if poorly conceived and implemented. To reduce the chances of these negative consequences, the goal of this study was to investigate indicators of presidential effectiveness as a basis for shared reasoning among trustees who are charged with the responsibility of hiring, assessing, and compensating college and university presidents. Over 600 trustees in all higher education sections participated in this study. The study shows that: knowledge of higher education; an influence that helps to attract resources; a healthy relationship with key constituents; and effective management skills are important indicators of successful presidents. Some sectoral differences were observed in terms of the significance of indicators of presidential effectiveness. The study concludes with recommendations for presidents, and college and university boards of trustees.
Economic man and disciplinary boundaries
Authors: White Robert , Hanson Dallas
Published: January 2003

This paper is an empirical response to two of Quattrone’s claims: first, that research in accounting is fragmented; and then that this follows from the blocking of communication by intra‐ and inter‐disciplinary boundaries. Although we agree with much of Quattrone’s argument, and in particular with his problematising of “economic man”, we draw an opposite conclusion. Rather than looking to a trans‐disciplinary removal of boundaries, we use a survey of 30 years of research in corporate annual reports to defend narrowly disciplinary work. We make our case through discussing problems of intra‐ and inter‐disciplinary unity in research, the puzzle of the role of “economic man” in the study of annual reports, and the alternative to him in science and technology studies (STS). Our approach yields a better fit than Quattrone’s own solution with his aims of an evolutionary perspective that allows for historical shifts, and for a reflexivity that includes the inevitable entanglement of researchers in what they study. We conclude by noting that our approach is applicable to the study of corporate communication more generally.
Corporate annual reports: research perspectives used
Authors: Stanton Patricia , Stanton John
Published: January 2003

Corporate annual reports are viewed through the lens of researchers of these documents. The aims are to obtain insight into how researchers view annual reports; to ascertain how the different ways of seeing the annual report relate to each other; and to draw out the gaps in this diverse research in a continuing attempt to understand its role and purpose. Selective examination of a decade of corporate annual report research (1990‐2000) reveals how researchers have sought to find visibility and meaning. Few studies address the document as a whole, in terms of the integration of the messages between the various parts of the report. Explanation of the changing structure and content of annual reports remains divided, largely because of the differing perspectives of researchers. They have revealed diversity in the ways of seeing the annual report and a tension in understanding its overall purpose and role.
Measurement distortion of graphs in corporate reports: an experimental study
Authors: Beattie Vivien , Jones Michael John
Published: January 2003

Graphs in corporate annual reports are a double‐edged sword. While they offer the potential for improved communication of accounting information to users, the preparers of the annual reports can easily manipulate the graphs for their own interests. For over a decade, the empirical financial graphics literature has focused on examining company reporting practices. A particular concern has been measurement distortion, which violates a fundamental principle of graph construction. Unfortunately, it is not yet known whether observed levels of measurement distortion are likely to affect users’ perceptions of financial performance. This study uses an experimental approach to address this issue. Pairs of graphs are shown to establish the level of difference that is just noticeable to graph readers. Six levels of “distortion” are investigated (5 per cent, 10 per cent, 20 per cent, 30 per cent, 40 per cent and 50 per cent). Results indicate that if financial graphs are to avoid distorting the perceptions of users, then no measurement distortions in excess of 10 per cent should be allowed. Users with lower levels of financial understanding appear to be most at risk of being misled by distorted graphs. Further research will be necessary to investigate whether this impact upon perceptions subsequently affects users’ decisions in specific contexts.
Introduction
Authors: Carroll Craig E.
Published: January 2003

Serves as an introduction to the special issue on the strategic use of the past and future in organizations published in the Journal of Organizational Change Management. The issue of how organizations and their members appropriate the past and future in the context of organizational identity is examined.
Revising the past (while thinking in the future perfect tense)
Authors: Gioia Dennis A. , Corley Kevin G. , Fabbri Tommaso
Published: January 2003

Accounting for organizational history is essential to any change process. We argue, however, that the intentional revision of that history also can be important. We treat history as malleable, because events and actions from the past are susceptible to reinterpretation as organizations try to align with the way they see themselves in the present and want to see themselves in the future. Because change is a prospective, future‐oriented process, whereas sensemaking is a retrospective, past‐oriented process, making sense of the future requires an ability to envision the future as having already occurred, i.e. to think in the future perfect tense. We offer an initial conceptual exploration of organizational change from a revisionist history perspective that turns on future perfect thinking, a view that enlarges our conceptualization of the ways in which history affects organizational adaptation and change.
Contesting histories
Authors: Parker Martin
Published: January 2003

This paper reports a study of managers in a small English building society. Its intent is to stress the importance of members’ contested understandings of the history of their institution. Management in this organisation were both a unitary and a divided group – collective in some respects but divided in others. This is demonstrated with particular reference to managers’ different accounts of the organisation’s past and the ways in which these were deployed as relevant resources for avoiding extinction in the future.
The interrelationship between fabric crease recovery and pressing performance
Authors: Fan J.
Published: January 2003

Creases are marks that are created and left in a fabric during garment wear. Pressing is a process to flatten garment panels and sharpen garment edges and pleats. To minimize crease, the fabric should recover after pressing without creating a creased edge. Whereas, good pressing performance means the creased edge stays sharp after pressing. Good crease recovery and pressing performance appear contradictory. However, crease recovery and pressing performance are different as creases are formed during wear and pressing is carried out using pressing equipment such as iron, pressing machines, etc. The condition, i.e. temperature and humidity, under which the creases are formed in wear and pressing are very different. The latter has much higher temperature, pressure and humidity. This paper reports on an experimental investigation on the relationship between the crease recovery and pressing performance of wool and other fabrics. It was found that there are only generally weak to moderate relationships between the crease recovery as measured by the Shirley Crease Recovery Tester and the pressing performance as measured by the Siro‐Press Tester. The characteristics of wool fabrics, which have both good crease recovery and pressing performance, are identified. This study is a step towards fabric engineering.
Establishing a high standard for electronic records management within the Australian public sector
Authors: Swan Kathryn , Cunningham Adrian , Robertson Anne
Published: January 2003

Using as its basis the Australian Records Management Standard (AS 4390 – now superseded by the International Records Management Standard, ISO 15489), the National Archives of Australia (NAA) has developed an extensive range of detailed and practical standards, guidelines, policies and manuals to assist Australian public sector organisations to implement strategies to make and keep full and accurate records. The NAA committed to this course of action in response to evidence of widespread poor record keeping in the Australian Government, the result of changes to work practices in the public sector including the spread of electronic business systems and the devolution of managerial responsibility. This article describes the major components of the “e‐permanence”’ suite of best practice record keeping guidance and discusses implementation strategies pursued by the Archives in support of these products.
Security practice: survey evidence from three countries
Authors: Warren M.J.
Published: January 2003

Computer security is becoming a global problem. Recent surveys show that there increased concern about security risks such as hackers. There is also an increase in the growth of Internet access around the world. This growth of the Internet has resulted in the development of new businesses such as e‐commerce and with the new businesses come new associated security risks such as on‐line fraud and hacking. Is it fair to assume the security practices are the same all over the world? The paper tries to look at security practices from a number of different countries perspective and tries to show that security practices are not generic and vary from country to country.
Data protection and privacy: the Australian legislation and its implications for IT professionals
Authors: Hewett W.G. (Bill) , Whitaker J.
Published: January 2003

The notion of privacy takes on a completely different meaning when viewed from the perspective of an IT professional, an organisation using technology to support strategic directions or a member of the public. This paper looks past the technical issues involved in data protection and examines some of the business, social and regulatory aspects that have become important to those involved in the management, storage and dissemination of electronic information. The paper documents some of the legislative developments in privacy and data protection and examines what these developments mean for IT professionals for whom the link between data captured, stored and processed into information and the resulting effect on privacy is important. The Commonwealth Privacy Act 1988 based on work done by the Council of Europe, the OECD and the European Union provides some general guidelines but only for the public sector. However, new legislation imminent. Thus, IT professionals need to be aware of the changing situation and examine their organisation’s current practices to ensure compliance with future laws.
A security evaluation criteria
Authors: Brooks W.J. , Warren M.J. , Hutchinson W.
Published: January 2003

Computer security is now recognised as an important consideration in modern business, with a variety of guidelines and standards currently available to enable different business environments to be properly protected. However, financial and operational constraints often exist which influence the practicality of these recommendations. New baseline security methods such as Australian and New Zealand Standard (AS/NZS) 4444 and British Standard (BS) 7799 represent minimal standards which organisations can use to improve their security. The aim of the paper is to look at the effectiveness of baseline security standards through the use of an evaluation criteria, which assesses their effectiveness.
The holonic enterprise: a model for Internet‐enabled global manufacturing supply chain and workflow management
Authors: Ulieru Mihaela , Brennan Robert W. , Walker Scott S.
Published: January 2003

Merges the latest results obtained by the holonic manufacturing systems (HMS) consortium with the latest developed standards for platform interoperability released by the Foundation for Intelligent Physical Agents (FIPA) to propose a novel e‐business model: the holonic e‐enterprise (HE). The HE extends both the HMS and FIPA models. On one side it extends the holonic manufacturing paradigm with one top level, the inter‐enterprise one. On the other side it extends the multi‐agent system (MAS) paradigm to the hardware (physical machine) level.
Collaborative supply chain planning using electronic marketplaces
Authors: Rudberg Martin , Klingenberg Niklas , Kronhamn Kristoffer
Published: January 2003

The purpose of this paper is to show how the functionality of electronic marketplaces can facilitate collaborative supply chain planning. Supply chain planning processes are identified and analysed using a supply chain management focus. The paper also gives a brief introduction to a framework for supply chain management and to the typical structure of electronic marketplaces. Furthermore, three collaborative supply chain planning scenarios are defined, and it is shown how collaborative supply chain planning typically could be implemented on an electronic marketplace by the means of a Web‐based demonstration. As such, the paper shows how electronic marketplaces can be used to enable supply chain integration.
Consumer value: an application to mall and Internet shopping
Authors: Kim Youn‐Kyung
Published: January 2003

Shopping malls and the Internet have become major competitors, providing multiple dimensions of consumer value ranging from economic or functional value to hedonic or experiential value. The selection of the Internet versus the mall for shopping can vary for different consumers and in different situations, even for the same consumer. This study’s framework was based on Holbrook’s consumer value typology that includes four components: efficiency (extrinsic/active), excellence (extrinsic,reactive), play (instrinsic/active),and aesthetics (instrinsic/reactive). Based on the consumer value experienced by mall and Internet shopping, each retailer must implement strategies that will lead to consumers’ enhanced shopping experience.
Survival of the leanest: intensive knowledge work and groupware adaptation
Authors: Robertson Maxine , Sørensen Carsten , Swan Jacky
Published: January 2003

Managing knowledge is a value‐creating process in most organizations and is particularly important in knowledge‐intensive firms. Explores the ways in which groupware might facilitate processes of knowledge creation within a particular type of knowledge‐intensive firm. Based on a case study analysis of an expert consultancy where e‐mail was used successfully for information and knowledge search, and Lotus Notes was used with mixed results in project working, argues that the complexity of articulating the knowledge creation process can be reduced by using e‐mail. Furthermore, e‐mail, when considered in context, is potentially a rich medium for the development of collective knowledge over time despite its purported lean characteristics. Also concludes that, although distributed Lotus Notes databases can obviously alleviate temporal and spatial complexity, this media lacks the richness required for complex processes of knowledge creation. Thus, where temporal and spatial constraints do not exist, there will be substantial barriers for using groupware to support processes of knowledge creation in this type of knowledge‐intensive firm.
The impact of knowledge repositories on power and control in the workplace
Authors: Gray Peter H.
Published: January 2003

Knowledge management systems designed to facilitate the storage and distribution of codified knowledge affect the distribution of power within organizations. Drawing on the literature that describes the impact of information technology on power and control, this article proposes two principal outcomes of the implementation and use of such knowledge repositories. The use of knowledge repositories by employees who are net re‐users of knowledge‐based work products is expected to increase the extent to which these employees are interchangeable while reducing the level of skill they need to carry out their work. For employees who are net contributors to knowledge‐based work products, the use of knowledge repositories produces the opposite effect. When managers choose to capitalize on these effects to increase their control, employees in the former group may find their power position eroded over time.
Perceived trust towards suppliers and customers in supply chains of the Swedish automotive industry
Authors: Svensson Göran
Published: January 2003

The topic of this research focuses simultaneously on the perceived trust of companies towards suppliers and customers in supply chains. Initially, it is assumed that lean, responsive, and agile supply chains require satisfactory or high levels of perceived trust of companies towards suppliers and customers. Otherwise, it is assumed that less leanness, less responsiveness, and less agility may dominate the activities in supply chains. Trust often appears to be a requisite or a phenomenon that smoothes the well‐functioning of all activities in supply chains. The outcome of this study is generated and based on the empirical findings from a survey in the Swedish automotive industry. The automotive industry is characterised by its lean, responsive, and agile supply chains due to a keen competitive marketplace. Finds that there are high levels of companies’ perceived trust towards suppliers and customers in the Swedish automotive industry. Concludes in part that the perceived trust towards the suppliers and the perceived trust towards the customers differ from each other. There is also in part an association between the companies’ perceived trust towards both suppliers and customers in the industry.
Physical distribution considerations for electronic grocery shopping
Authors: Yrjo¨la¨ Hannu
Published: January 2003

Electronic grocery shopping (EGS) with direct home delivery is gradually becoming an option for busy families. The early EGS operators offer service built on top of the traditional grocery shop and the Internet is only used as a communication tool to transmit the customer order. To become a viable option for consumers the EGS has to be supported by a completely new logistics structure in which the Internet is used to connect all parties in the supply chain to the same real time information. As a result, the supply chain, all the way from the supplier to the household, needs to be redesigned. In the USA, dedicated EGS companies have entered the marketplace with investors backing them up. Huge losses are experienced in the battle against the traditional players. In smaller markets the funds needed for this kind of action are not easy to generate. Describes an evolutionary model for traditional grocery traders to start EGS gradually, mainly based on investments already made. Studies, in detail, the cost structure of some essential elements of the new supply chain and presents the initial results.
The theory of constraints’ thinking process approach to developing strategies in supply chains
Authors: Rahman Shams‐ur
Published: January 2003

Many attempts have been made to study factors influencing the performance of supply chains. These studies are generally quantitative and involve rigorous statistical analyses. This paper describes an application of a systems approach known as the thinking process of the theory of constraints not only to identify critical success factors in supply chain management, but also to understand causal relationships between these factors. The study was conducted in a group‐based model building environment with a group of students who specialised either in logistics management or e‐commerce. The results suggest that understanding the dynamic nature of supply chains through cause and effect relationships is critical to the formulation of supply chain growth strategies.
Logistics in the “three‐day car” age
Authors: Holweg Matthias , Miemczyk Joe
Published: January 2003

It is now becoming apparent that the prevalent “stock‐push” approach in the automotive industry of building vehicles against a long‐term forecast and fulfilling the large majority of orders from existing stock is no longer a viable proposition. Pressure from rising stock levels in the market and the discounts needed to sell these vehicles is forcing the vehicle manufacturers to rethink their sourcing strategy in favour of “build‐to‐order” systems. More responsive order fulfilment at vehicle manufacturer level however will have wide implications on the component supply and logistics subsystems. Based on findings of the 3DayCar research programme, this paper aims at assessing whether current logistics systems are capable of supporting such a “build‐to‐order” approach. Based on empirical evidence of benchmarks covering three million annual vehicle movements in the UK vehicle distribution system, key constraints in current vehicle distribution logistics will be established, and the cost and environmental impact of more responsive logistics will be assessed.
Service improvements in public services using SERVQUAL
Authors: Brysland Alexandria , Curry Adrienne
Published: January 2003

This paper begins by explaining the new context in which public services are delivered and why improving service quality is especially relevant. The SERVQUAL model has been used in a number of public service environments to assess quality of service provision in terms of what consumers expect and what they actually receive. A particular advantage of SERVQUAL is that it is a tried and tested instrument which can be used comparatively for benchmarking purposes. The two service case examples featured in this paper illustrate the use of the SERVQUAL instrument to improve both process management and strategic planning in North Lanarkshire Council. Expectations, perceptions and gap scores are compared and their significance interpreted.
Innovation in logistic services and the new business model: a conceptual framework
Authors: Chapman Ross L. , Soosay Claudine , Kandampully Jay
Published: January 2003

Service industries hold an increasingly dynamic and pivotal role in today’s knowledge‐based economies. The logistics industry is a classic example of the birth and development of a vital new service‐based industry, transformed from the business concept of transportation to that of serving the entire logistical needs of customers. Quantum advances in science, technology, and communication in the new millennium have compelled firms to consider the potential of the so‐called new “resources” (technology, knowledge and relationship networks) that are essential if firms are to operate effectively within the emerging business model, and to utilise the opportunities to innovate and gain market leadership. Through an extensive literature review, this paper examines the factors that nurture innovation in logistics services, identifies the contributions of the new “resources” and, using industry examples, examines the application of these resources to logistics firms as they assume an extended role within the new business model.
E‐services and their role in B2C e‐commerce
Authors: Singh Mohini
Published: January 2003

E‐services are important in B2C e‐commerce for managing customer relations and enhancing sales. In the electronic world the customer and the merchant do not meet face‐to‐face, and the clients are more discerning with increased options and solutions available to them online. With the click of a mouse a customer can find another provider. As customers embrace e‐commerce their expectations about service, support, and how they make purchases are changing. Services to customers offered electronically to enhance their online shopping experience include search support, e‐response to customer queries, orders and transactions, e‐payment, e‐transaction record management, e‐assurance and trust, e‐help and other online support in the B2C e‐space. This paper discusses the role of e‐services in B2C e‐commerce and how they can be applied to enhance the online customer shopping experience. Findings of two research projects that shed some light on both business and customer perspectives of the role of e‐services in the B2C e‐commerce are launched in this paper.
URANS simulation of flow over smooth topography
Authors: Nakayama A. , Miyashita K.
Published: January 2003

An Unsteady Reynolds‐Averaged Navier‐Stokes (URANS) equation method has been applied to compute the flow over two‐dimensional smooth topography and compared with conventional RANS and large‐eddy simulation (LES) results. The URANS calculation with sufficient grid resolution near solid surface and an appropriate near‐wall model has been shown to simulate much of the large‐scale unsteadiness and some of the turbulent motion for flows with and without separation. Although the results with unadjusted model constants do not show an overwhelming improvement over a standard two‐equation model, it is demonstrated that it may be improved and, more importantly, can be generalized to a new simulation technique by refining the model, considering such factors as grid‐dependent length scales and by making a three‐dimensional calculation.
Gender stereotyping of managers and the self‐concept of business students across their undergraduate education
Authors: Ching‐Yin Yim Phyllis , Harris Bond Michael
Published: January 2003

Glass hurdles in business are cognitive reflections of the greater difficulty faced by women compared to men in achieving success as managers. The social glass hurdle is the distance between one’s gender stereotype and the ratings of a successful manager; the personal glass hurdle, the distance between one’s self‐assessment and the ratings of a successful manager. This research examined two important reflections of these glass hurdles in Hong Kong. Results showed that students of both genders regarded the successful middle manager as more similar to the typical male than to the typical female. The relative size of this social glass hurdle did not change across their two years of training for a career in business. A persisting personal glass hurdle was also found. Discusses these results in relation to those found in other social‐political contexts, and suggests that continuing challenges face women who aspire to managerial positions.
A gender perspective on salesperson organizational citizenship behaviour, sales manager control strategy and sales unit effectiveness
Authors: Piercy Nigel F. , Lane Nikala , Cravens David W.
Published: January 2003

Organizational citizenship behaviour (OCB) is discretionary employee behaviour that promotes organizational effectiveness, and has become recognized as an issue of potentially substantial importance in the management of sales operations. Identifies sales management control strategy as an important antecedent to salesperson OCB, which has been neglected in prior OCB research. Uncovers an important gender dimension in the display of OCB by salespeople, not previously investigated, and identifies an important relationship between sales manager gender and the OCB displayed by a sales unit or team, which is associated with the effectiveness of the sales unit. The findings have a number of important implications for managers concerned with enhancing sales organization effectiveness, as well as identifying a number of promising research directions.
Is the force still with her? Gender and commitment in the police
Authors: Metcalfe Beverly , Dick Gavin
Published: January 2003

Seeks to make a contribution to reviewing the position of policewomen by analysing the nature of attitudinal commitment and its possible gendered meanings and gendering effects. Using survey data, compares the different levels of commitment between men and women and considers if commitment is shaped by the same or different variables. Reviews the theoretical background to organisation commitment and gender and its relationship to police organisations. Then discusses the case data which reveals that there are few differences in the levels of men and women’s commitment, and that their commitment levels are shaped by the same managerial factors. Considers the implications for managing commitment and their relationship to equal opportunity developments within police forces. Concludes that the female police officer is committed to the force, but it is uncertain whether this is reciprocal.
Personal predictions of stress and stress reactions in firefighter recruits
Authors: Moran Carmen C.
Published: January 2003

Researchers and counsellors have observed a range of stress reactions in emergency service workers even after extreme and putatively traumatic incidents. Various studies have sought to delineate characteristics of incidents or of individuals which account for differences in appraisal and stress reactions. Few studies have examined expectations of stress and stressors in recruits to emergency work. Looks at such expectations in firefighter recruits, measured at the beginning and end of their training program, and compares their predictions with actual ratings from a group of experienced firefighters in the same organization. Most of the recruits already had some familiarity with the emergency environment. Stress ratings for items dealing with other people in the emergency work context increased over training. Discusses the relationships between predictions of stress, training, and task performance.
Gujarat earthquake – some emerging issues
Authors: Sharma Vinod K.
Published: January 2003

Recently, a powerful earthquake of the magnitude of 6.9 on the Richter Scale that rocked the western Indian state of Gujarat has caused extensive damage to life and property. Apart from human misery, it has devastated the state physically, socially and economically. Discusses some issues which emerged from this disaster on search and rescue, relief and rehabilitation, scientific and technical, communication and earthquake preparedness. Also describes the lessons learned from this disaster in managing future earthquakes in India and also in other parts of the world as well.
Releasing trapped thinking in colleges. Part 1: using creative thinking in colleges
Authors: Carroll Donal
Published: January 2003

Suggests that in order to meet the new challenges of the Learning and Skills Council, post‐compulsory education and training organisations need to develop a new organisational culture which is more open, informing and entrusting. As part of this, and enabling a more creative climate, organisations can extend their problem solving “toolkit” beyond the orthodox and traditional, by embracing creative problem solving (CPS) techniques. At a more structural level, they will need to develop idea generating systems as part of managing innovation. The bottom line benefits of CPS approaches are outlined. Examples of using CPS techniques are given and a means of developing critical practice in using them. A second article deals with more systematic organisational ways of using creative ideas and approaches to manage innovation. Some examples of the benefits and outcomes of this approach are given along with an organisational “primer” for managing innovation.
Novel biometric digital signatures for Internet‐based applications
Authors: Janbandhu P.K. , Siyal M.Y.
Published: January 2003

Personal identification numbers, passwords, smart cards and digital certificates are some of the means employed for user authentication in various electronic commerce applications. However, these means do not really identify a person, but only knowledge of some data or belonging of some determined object. This paper introduces the notion of biometric signature – a new approach to integrate biometrics with public key infrastructure, using biometric based digital signature generation which is secure, efficacious, fast, convenient, non‐invasive and correctly identifies the maker of a transaction. It also suggests two schemes for biometric signature using two existing and widely used digital signature algorithms, RSA and DSA, and discusses the problems associated with them individually. Speed of both schemes (based on iris recognition) is measured and compared with the help of JAVA implementation for both approaches.
IT outsourcing – managing the key asset
Authors: Hurley Margaret
Published: January 2003

It is sometimes forgotten, in the day‐to‐day management of business, that the only real asset in most outsourcing arrangements is the collection of individuals who execute the terms of the agreement day to day. For vendors of outsourcing services, this is absolutely crucial, far more important in most instances than the supporting technologies or processes, which are rendered useless without that staff. For the buyers of outsourced services, there is an implicit admittance that they are either unwilling or unable to acquire and manage the personnel required to do the jobs outlined in the outsourcing agreement. So, the starting premise here is that keeping a cadre of qualified people is important to the company, though an outsourcer may more efficiently provide those people.
Using free association to examine the relationship between the characteristics of brand associations and brand equity
Authors: Cheng‐Hsui Chen Arthur
Published: January 2003

The purposes of this study are to identify the types of brand association and examine the relationship between association characteristics and brand equity. Based on a literature review, two types of brand association are identified. One is product association including functional attribute association and non‐functional attribute association. The other is organizational association including corporate ability association and corporate social responsibility association. An empirical study measures the numbers of association, deriving from free association, and examines its differences between three pairs of high and low equity brands. We found that the corporate social responsibility association is almost absent across four high equity brands from subject’s free associations. Based on the other three contents of brand association, we use its total number of association to identify the orientation of association for each brand. The results are the same as that of using the favorable association. In addition, we also found that the number of brand association and total association have a significant relationship with brand equity. But the core of the brand association, instead of total association, is the key factor of driving brand equity building. The greater the numbers of the core brand association, the higher the brand equity. However, there is no significant difference for the other brand associations between the high and low equity brands. Marketers should develop the core association to position its brand strategy to create competitive advantages.
The brand dependence scale: measuring consumers’ use of brand name to differentiate among product alternatives
Authors: Bristow Dennis N. , Schneider Kenneth C. , Schuler Drue K.
Published: January 2003

The marketing literature provides substantial discussion of branding and brand equity, but reveals limited research on the use of brand name in the consumer decision‐making process. Further, most such studies have included the manipulation of product brand name as an independent variable. The primary objective in this study was to address that lack of attention to consumers’ use of brand names by developing and empirically testing a multi‐item scale called the brand dependence scale (BDS). The psychometric properties of the scale were assessed and the relationship between brand dependence and brand disparity was explored. The results of the study showed that the BDS demonstrated adequate internal reliability and that a significant positive relationship between brand dependence and brand disparity existed. Implications of the study results and managerial applications for the scale are discussed.