bluuebunny/crossref_metadata_2025 huggingface dataset:
Being new‐customer friendly: determinants of service perceptions in retail banking
Authors: Roberts Brandon , Campbell Randall C.
Published: February 2007

Purpose

The purpose of this paper is to study the attributes that influence perceptions of customer service in the retail banking setting from a non‐customer perspective.

Design/methodology/approach

This research employs a mystery shopping approach to identify and measure key service attributes that predict the likelihood of an individual's choosing a banking location.

Findings

The measures employed accurately predicted positive and negative outcomes based on respondent choices. The data suggest that personal elements of service may be of critical importance in cultivating new customer relationships.

Originality/value

Existing research related to bank service primarily focuses on customers in the context of their existing institutional relationship. This study examines a largely unexplored area of service, specifically, the issues most important to prospective customers with regard to banking choices.
An embarrassment of riches or a poverty of opportunities?
Authors: Kambil Ajit
Published: February 2007

Purpose

The purpose of this paper is to ask what companies should do when sustainable growth rates far exceed revenue growth rates.

Design/methodology/approach

Provides an overview of US corporate profitability.

Findings

Finds that today, for the first time since 1969, corporate profitability as a share of the gross domestic product exceeds business investments.

Originality/value

Is of value in suggesting that shareholders and executives should question how to unlock greater value more quickly from their companies, and understand future shape of businesses in America.
Challenges in the manufacture of glass substrates for electrical and optical interconnect
Authors: Hutt David A. , Williams Karen , Conway Paul P. , Khoshnaw Fuad M. , Cui Xiaoyun , Bhatt Deepa
Published: February 2007

Purpose

To present the aims and preliminary findings of a research project to investigate the manufacture of multilayer glass substrates built up from thin glass sheets.

Design/methodology/approach

The approaches that may be taken to create glass substrates and the challenges involved are described. Excimer laser machining was used for the formation of microvias and other features in individual glass sheets. In addition, methods for the electroless copper metallisation of the smooth glass surfaces were studied. Finally, a technique for the lamination of the glass layers using low temperature, pressure assisted bonding was investigated.

Findings

Microvias with 100 μm diameter entry holes were successfully machined in 100 μm thick glass sheets and process windows were identified to reduce debris and hole taper. Using appropriate pre‐treatment steps, electroless copper coatings could be deposited uniformly over the smooth glass surface, however, further improvements in adhesion were found to be necessary. The direct lamination of glass layers was found to be possible using pressure and temperature applied over long periods of time. Improvements to the lamination process were made to reduce the initiation of cracks which were assessed using fatigue testing.

Research limitations/implications

The feasibility of the individual steps in the fabrication of glass substrates has been demonstrated. Further work is necessary to control the processes in order to limit microcrack formation, improve copper coating adhesion and ensure uniform lamination of multiple glass layers.

Originality/value

The use of glass materials could enable the manufacture of substrates for high density electrical interconnect with integrated optical waveguides.
Pigments with Ti4 +  −Zn2 + , Ca2 + , Sr2 + , Mg2 + ‐based on mixed metal oxides with spinel and perovskite structures for organic coatings
Authors: Kalendová A. , Veselý D. , Kalenda P.
Published: February 2007

Purpose

The purpose of this paper is to synthesise X2TiO4 spinel‐type anticorrosion pigments and YTiO3, perovskite‐type anticorrosion pigments, where X = Zn, Mg, Ca, Sr; Y = Ca for metal protective paints.

Design/methodology/approach

Anticorrosion pigments were synthesised from oxides or carbonates at high temperature. The following pigments were synthesised: TiO2 · ZnO, 2TiO2 · ZnO, TiO2 · 2ZnO, TiO2 · MgO, TiO2 · CaO, TiO2 · ZnO · MgO, and TiO2 · ZnO · SrO. The pigments obtained were characterised by means of X‐ray diffraction analysis, measurement of particle sizes and scanning electron microscopy. The anticorrosion pigments synthesised were used to produce epoxy coatings with PVC = 10 per cent for each synthesised pigment. The coatings were tested for physical‐mechanical properties and in corrosion atmospheres. The corrosion test results were compared with those of alumino zinc phosphomolybdate.

Findings

A spinel or perovskite structure was found in the pigments synthesised. High anticorrosion efficiency was identified in all the synthesised pigments, the highest efficiency being demonstrated in the TiO2 · ZnO pigment of spinel structure and in the TiO2 · CaO pigment of perovskite structure.

Practical implications

The pigments synthesised can be conveniently used to protect metal bases from corrosion.

Originality/value

The use of pigments synthesised in anticorrosion coatings for metal protection presents a new approach. Its benefits are the use and the method of synthesising the anticorrosion pigments that do not contain heavy metals and that are acceptable for the environment.
Oman's keritsu, cultural money walks, and the economy
Authors: Al‐Moharby Darwish , Khatib Nada
Published: February 2007

Purpose

To show the social role of money and how Omanis understand and work upon this social concept.

Design/methodology/approach

Sample surveys and diagrams for easy understanding of sampling results.

Findings

A strong sense of the social concept of money exists among Omanis. This is displayed by the wish to have interest‐free Islamic concept of money and savings.

Research limitations/implications

Can be developed more elaborately by larger samples and more analytical methods.

Practical implications

A pilot project to study the response of Omanis to the Islamic social concept of money in Omani economy and social perspectives.

Originality/value

This is an original paper as it touches on a sample survey for data on strategic planning of future financial instruments to satisfy Omani Islamic needs in an interest‐free environment.
Blood transfusion policy in Dutch hospitals
Authors: van Everdingen J.J.E. , Klazinga N.S. , Casparie A.F.
Published: February 2007

Purpose

The paper aims to investigate the quality in health care with regard to the blood transfusion policy in Dutch hospitals.

Design/methodology/approach

The value of an approach to good standards of health care practice, based on Consensus Development Conferences is analysed in the paper in the context of blood transfusion policies.

Findings

The paper finds that the Consensus Development Conference on transfusion policy had a substantial impact on daily practice of care in Dutch hospitals.

Originality/value

The paper provides useful information on maintenance of good health care standard with regard to blood transfusions in Dutch hospitals.
The secondary Head of Department and the achievement of exceptional student outcomes
Authors: Dinham Stephen
Published: February 2007

Purpose

The purpose of this paper is to explore the role of the secondary Head of Department (HoD) in leading teams producing exceptional education outcomes in Years 7‐10 in New South Wales (NSW, Australia) government schools.

Design/methodology/approach

Sites where exceptional educational outcomes were believed to be occurring were selected using a variety of data including performance in standardised tests, public examinations, various value added measures and nominations from various stakeholders. Sites were of two types: subject departments responsible for teaching certain subjects and teams responsible for cross‐school programmes in Years 7‐10. Sites were selected to be broadly representative. Some schools had more than one site, e.g. Mathematics and Student Welfare. A total of 50 sites across NSW from 38 secondary schools were studied.

Findings

With both subject departments and teams responsible for cross‐school programmes, leadership was found to be a key factor in the achievement of exceptional educational outcomes. Analysis of data revealed certain qualities, attributes and practices of the HoD of these schools, which are explored, central to which is a focus on students and their learning.

Research limitations/implications

HoDs were those of secondary schools from one state educational system.

Practical implications

Despite the pressures of the secondary HoD role, the HoDs studied had been able to lead and facilitate teams that were thriving when others struggle to perform. Whilst innate, personal qualities are important, much of what these HoDs possessed and demonstrated had been learned from others.

Originality/value

Detailed case studies have provided an examination of HoD leadership effectiveness in a wide range of contexts, with much commonality revealed. Thus, the study can inform future professional learning for secondary HoDs and possibly other middle managers in education. It may also have value for HoD selection.
An examination of tenant evolution within the UK factory outlet channel
Authors: Jones Richard O.
Published: February 2007

Purpose

The research paper examines the commercial evolution of retail tenants within the UK factory outlet sector. The research aims to identify the key characteristics of commercialisation and the resulting strategic positions occupied by tenants.

Design/methodology/approach

The paucity of research surrounding the research objectives necessitated exploratory research based on 32 in‐depth interviews conducted with factory outlet tenants, managers and owners.

Findings

The research presents four tenant segments used to analyse commercial evolution. Although many tenants are initially pushed into the channel to solve a physical stock problem they invariably increase their level of commercialisation as they apply the experience curve, economies of scale and opportunism. Ultimately, the key to commercialisation lies in the ability of a factory outlet tenant to make adjustments to their retail business model, through sales productivities and improved cost ratios. The single biggest adjustment lies in the potential of made for outlet merchandise which secures both product continuity and enhanced margin.

Originality/value

The research provides a conceptual framework for evaluating the relevance of current factory outlet leasing and performance management programmes. Practical application of the framework will require a correlation to be established between the stages of commercialisation and actual sales performance across a wider sample of tenants. The finding provide possible stepping stones to further research within the sector, not least the evolutionary pattern of factory outlet tenants across Europe. The findings provoke many questions related to the role of outlets within a tenant's overall multi‐channel distribution strategy. The sophistication of certain tenants' outlet business models and the high level of integration across channel of distribution suggest factory outlet centres are becoming increasingly accepted as part of mainstream growth strategies.
Employer perceptions of skills gaps in retail: issues and implications for UK retailers
Authors: Hart Cathy , Stachow Grazyna B. , Farrell Andrew M. , Reed Gary
Published: February 2007

Purpose

This paper seeks to identify the skills gaps associated with retail employees in SME and multiple retail companies, and to investigate the potential training and business implications that arise from these skills gaps, from the point of view of retail employers.

Design/methodology/approach

Research was conducted within one geographical region and across five counties within the UK. Telephone and face‐to‐face interviews and focus group workshops were conducted, resulting in responses from 52 retailers.

Findings

The key issues and areas of concern to emerge were: the industry image and impact on recruitment and retention; employee and management skills gaps; and barriers to training.

Research limitations/implications

The findings highlight the need for UK retail industry to raise the image of the sector, to identify the skills sets for specific roles, and to clarify the retail qualifications and training required delivering these.

Originality/value

Succeeds in identifying the skills gaps associated with retail employees in SME and multiple retail companies and in investigating the potential training and business implications arising from these skills gaps.
Gender, age and self‐employment: some things change, some stay the same
Authors: Walker Elizabeth A. , Webster Beverley J.
Published: February 2007

Purpose

This paper aims to investigate age and gender differences in initial motivations for starting a business. What is not known, however, is whether the initial motivations for starting the business are different for older people and whether any gender differences exist. Historically, women were “pushed” rather than “pulled” into business ownership, but more recent studies have indicated that, overall, many women now actively choose self‐employment. However, age may be a new barrier for women and men.

Design/methodology/approach

The study combined a self‐administered questionnaire which was used to collect data relating to general information about the respondent and their business, in addition to their start‐up motivations. In total 270 questionnaires were returned. About 15 in‐depth interviews were also conducted to verify the empirical findings.

Findings

The results showed that self‐employment is a reactive rather than proactive decision for both older women and men; however, women were less inclined to actively seek self‐employment as their employment option of choice. In addition, the findings also show that a significant motivation for many younger women is still because of the double domestic shift, indicating therefore that some things change but some things stay the same for women.

Originality/value

Whereas the majority of previous research has looked at start‐up motivation, few have considered age and gender as independent variables. Given the increasing number of “baby boomers” starting their own businesses, this research can have practical policy implications.
Sexual behaviours and reproductive health knowledge among in‐school young people with disabilities in Ibadan, Nigeria
Authors: Olaleye Adeniyi O. , Anoemuah Olayinka A. , Ladipo Oladapo A. , Delano Grace E. , Idowu Grace F.
Published: February 2007

Purpose

The paper seeks to explore sexual behaviours and reproductive health knowledge among in‐school young people with disabilities (PWD) in Ibadan, Nigeria.

Design/methodology/approach

In the paper a structured questionnaire was administered to 103 randomly selected PWD, aged ten to 25, from four integrated secondary schools in Ibadan. The data were collected through face‐to‐face interview. Five categories of disability included were hearing and speech, sight, speech, intellectual, and physical disabilities.

Findings

The paper finds that 57 percent of the sample were females and 43 percent were males. Of the 36 (35 percent) respondents who were sexually active, 17 did not give a definite reason for their sexual initiation, nine were influenced by peers, five were “experimenting” with sex, four were raped, while one person began sexual activity for monetary gains. A total of 17 percent of the respondents had either procured abortion or been involved in the procurement of abortion for a sexual partner. In total 28 percent of the sample reported ever being raped. In total, 43 percent had been fondled, kissed, or caressed, against their wishes. Knowledge of contraceptives was reported by 40 percent. A total of 23 percent had never used condoms, while 6 percent were consistent condom users. Half of the respondents had heard about HIV/AIDS, 9 percent had tested for HIV, while 16 percent reported previous episodes of sexually transmitted infections. In total, 70 percent did not know where they could access reproductive health services.

Originality/approach

The paper shows that there is an urgent need to develop specific programs for young people with disabilities, especially for those in schools, to address knowledge and behaviour issues regarding reproductive health and HIV/AIDS.
The evolutionary research process
Authors: Medeiros Norm
Published: February 2007

Purpose

This article seeks to describe the evolution of key technologies that have improved the research process.

Design/methodology/approach

The article is an opinion piece that reflects on some technological advances to the information world since 1999, and makes judgments about the future role of academic libraries in light of these new technologies.

Findings

The article finds that libraries need to become comfortable with the commercial entities that provide access to information. Libraries should focus on the value‐added services unique to their profession.

Originality/value

The article should encourage thoughts and discussion on a topic of interest to most libraries.
Approaches for personalised knowledge retrieval
Authors: Loew Robert , Kuemmel Katrin , Ruprecht Judith , Bleimann Udo , Walsh Paul
Published: February 2007

Purpose

The purpose of this paper is to describe new search methods based on semantic information structures to offer a personalised and interactive knowledge retrieval to the user.

Design/methodology/approach

A careful look on existing “knowledge management projects” leads to a proposed approach of a “knowledge broker network” where transfer of knowledge is based on communication between humans. To enhance the quality of search results a new search algorithm (“Search Assistance Algorithm (SAA)”) is described in a simplified manner.

Findings

The paper provides information on the knowledge broker network and shows the advantages of this concept especially of the automated part.

Research limitations/implications

The paper shows the proposed approach has not formally being tested yet. Some pilot studies have been made and a study especially for the SAA is planned for the near future.

Practical implications

This approach has the potential to change the way of transfer of knowledge using a knowledge broker network based on knowledge management systems, which could be improved by our SAA in practice.

Originality/value

Using knowledge management systems in a “standard way” by feeding in information and using retrieval methods is not optimal for sharing knowledge between humans. To provide and update information is very cost‐intensive. Using “meta‐information” about “who is expert in which area” and bring information‐seeker and experts together could be the optimal method. This knowledge broker network helps to bring this idea into reality.
Reporting CSR – what and how to say it?
Authors: Ellerup Nielsen Anne , Thomsen Christa
Published: February 2007

Purpose

This paper seeks to analyse and discuss what organizations say and how they say it when reporting Corporate Social Responsibility. It raises the question whether organizations report consistently on CSR in terms of genres, media, rhetorical strategies, etc.

Design/methodology/approach

The analysis takes critical discourse analysis of selected corporations' CSR reporting, on the one hand, and theories and research on CSR and stakeholder relations, on the other hand, as its starting‐point. A model of analysis is proposed which presents discourse as a result of four kinds of challenges facing corporations today. The model serves to establish an ideal typology of CSR concepts and discourses and to analyse these discourses from a modern organizational and corporate communication perspective.

Findings

The analysis shows that annual reports are very dissimilar with respect to topics on the one hand and dimensions and discourses expressed in perspectives, stakeholder priorities, contextual information and ambition levels, on the other hand. The paper argues that corporations seem to be wrapped in divergent configurations of interest stemming from different institutional affiliations, such as government, regional institutions and NGOs.

Originality/value

The contribution of the paper is to highlight the value of the discourse and the discourse types adopted in the reporting material. By adopting consistent discourse types which interact according to a well‐defined pattern or order it is possible to communicate a strong social commitment, on the one hand, and take into consideration the expectations of the shareholders and of the other stakeholders, on the other hand.
Leading the charge for consumer acceptance
Authors: Basso Joe , Hines Randy
Published: February 2007

Purpose

The paper seeks to conduct a qualitative analysis to determine if organizational attempts to communicate positive images affect consumer perceptions of organizational effectiveness.

Design/methodology/approach

Through a rhetorical analysis, the authors categorized responses into four basic types of issues: issues of fact, issues of definition or category, issues of value, and issues of policy. The authors then employed qualitative analysis, using a rhetorical approach to categorize respondents' opinions related to their shopping experiences.

Findings

Data results support the notion that consumers' buying habits are forged or altered based on stimuli outside the quality of goods or services. Some of the factors that most influence a consumer's decision to continue to patronize a retail outlet include courtesy of sales associates, responsiveness of management in dealing with complaints and concerns, and added values such as knowledgeable staff.

Research limitations/implications

The authors acknowledge that further research could be employed, using a larger sample size. Their nonrandom, convenience sample provided the data.

Practical implications

The overall effectiveness of an organization in developing brand‐loyal consumers seems to hinge on a combination of factors. These include developing awareness through structured and poignant commercial messages, delivering products and services with an eye toward customer satisfaction, and hiring and training qualified and courteous sales associates.

Originality/value

The authors' methodology looked at the issue from a rhetorical analysis perspective, not a quantitative analysis. The study should prove to be of value to retailers and organizations interested in a marketing communications approach.
Design of an asynchronous least common multiple circuit
Authors: Bansal V. , Nandy A. , Lau K.T.
Published: February 2007

Purpose

The purpose of the paper is to focus on the development of an asynchronous application which helps to compute the least common multiple (LCM) of two 4‐bit numbers.

Design/methodology/approach

The paper discusses a top‐down approach where the design starts from a high level of abstractions and is refined until the transistor level is reached. Circuit techniques rather than optimization have been emphasized in this paper.

Findings

Asynchronous circuits are the low power alternatives to the synchronous ones. Even through asynchronous circuits are less developed, they have tremendous potential of becoming the main‐stream design technology in future.

Originality/value

The reader is able to gain a wider perspective and detailed knowledge of the implementation of the handshaking circuits, the signaling protocols, the control path, and the data path among others.
A collaborative product commerce approach to value‐based health plan purchasing
Authors: Ford Eric W. , Hughes Julia A.
Published: February 2007

Purpose

Collaborative product commerce (CPC) techniques are being applied with greater frequency in the health care sector. The purpose of this paper is to explore the potential barriers to their success in influencing cost and quality.

Design/methodology/approach

The health care supply chain (SC) is analyzed and five national health initiatives attempting to apply CPC techniques are described.

Findings

Five national‐level programs designed to improve health care quality and control costs use a variety of CPC techniques to create incentives and/or disincentives to influence suppliers’ behavior. Six barriers to success are identified that threaten healthcare CPC initiatives. They include: widespread resistance to change; information system limitations; the Health Insurance Portability and Accountability Act (HIPAA); the required time investment; lack of commitment to CPC principles; and the sustainability of the CPC business model.

Research implications/limitations

Investigation into the barriers to success is warranted to develop evidence‐based solutions to improve effectiveness of CPC approaches in health care.

Practical implications

No national health care initiative to date can be described as an unqualified success in terms of its ability to align the SC. Nevertheless, individually, and to some extent collectively, the aforementioned programs are making some headway.

Originality/value

This work is one of the first to present information on how collective CPC efforts are taking shape in health care and to describe key national‐level projects currently underway in the field. Such information can offer policymakers and employers insight into how CPC techniques might improve effectiveness in health benefit contracting.
From passive to active learners
Authors: Bridger Jane
Published: February 2007

Purpose

This study aims to explore the lived experience of learning for a group of staff nurses in the Middle East, who undertook a post‐registration nursing education programme in the speciality of nephrology nursing (the NNP) between 2001 and 2002. The broad‐based curriculum seeks to develop the staff nurses into active learners, able to utilise a new body of specialist nursing knowledge and skills, which challenges their previous behaviourist learning tradition. This study seeks to identify the students' experience of trying to incorporate new learning strategies into their practice, and the effects they experienced as a result.

Design/methodology/approach

Case study methodology was used to study this unique group of 20 participants. Data were collected using focus group interviews, combined with field observations and document reviews.

Findings

Thematic analysis revealed three themes, “Social‐cultural influences on learning” with two sub‐themes, “Past experiences of learning” with two sub‐themes, and “Transforming the learning experience” with three sub‐themes.

Research limitations/implications

Curriculum development in developing countries should aim to prepare practitioners to meet international standards. However, such development has to take account of, and integrate, students' values, beliefs, and experiences, and acknowledge their particular challenges with respect to learning. The preparation for active learners has to include the “tools” to cope with, and change, the cultural and organisational situation in which they find themselves, including knowledge of an organisation's culture to facilitate effective learning to fit the needs of the workplace.

Originality/value

The research provides a unique insight into the learning experiences of a particular cultural group.
Socio‐technical analysis of IPTV: a case study of Korean IPTV
Authors: Shin Dong H.
Published: February 2007

Purpose

This paper seeks to investigate the prospects for internet protocol TV (IPTV) from the social, economic and regulatory perspective to gain a better understanding of how IPTV will evolve and stabilize in next generation network environments.

Design/methodology/approach

Qualitative and quantitative data were collected from multiple data collection methods. The analysis is based on theoretical frameworks derived from socio‐technical theories and web of stakeholder analyses.

Findings

From the socio‐technical analysis, the development of IPTV implies that IPTV has been through internally‐driven change (more or less technology‐driven and regulatory‐constrained), but from now on it will likely be driven by external factors (market and user). The web of stakeholder analysis implies that the further development of IPTV in Korea is likely to comprise multiple stages, predicated by several significant events: the deployment of Broadband Convergence Network and FTTH, the resolving of content issues, establishing standards, and the introduction of new regulatory frameworks.

Practical implications

The case of Korea offers implications for other countries that are pursuing IPTV development strategies.

Originality/value

By looking at IPTV as a sociotechnical ensemble, this paper seeks a firm understanding of the interaction among IPTV technology, its market, industry, and regulation regarding IPTV. A stakeholder analysis helps this study to address such interactions.
The digital information war
Authors: Yagüe Mariemma I.
Published: February 2007

Purpose

The purpose of this Guest Editorial is to introduce the papers in this special issue.

Design/methodology/approach

A brief summary of the main contributions of the papers included in this issue is provided.

Findings

In order to combat the digital information war it was found that important work must be done to establish both users' and content providers' trust through fair e‐commerce/digital rights management (DRM).

Originality/value

The paper provides an overview of the basic requirements of DRM systems.
Key issues in information systems management in China
Authors: Chen Guoqing , Wu Ruipeng , Guo Xunhua
Published: February 2007

Purpose

To reveal and analyze the key issues concerning information systems management in Mainland China.

Design/methodology/approach

Based on data collected from 286 Chinese companies, 12 top key issues in information systems management in Mainland China are ranked and compared with the results of an earlier study, as well as those from western countries.

Findings

While the top three critical issues remain unchanged, largely due to the centralized decision‐making mechanism, mandatory management style, and less experience of IT/IS applications, there are distinguishable changes that took place in the past few years. Furthermore, there are different results between different sectors of companies, reflecting respective characteristics and historical development processes of the sectors.

Research limitations/implications

Extended data and measures are required for in‐depth investigation in specific individual industries.

Practical implications

The study could be helpful for understanding the situations and challenges in information systems management in China and planning IT/IS strategies accordingly.

Originality/value

The paper offers practical help for managers to better understand the IT/IS application context in China. Meanwhile, researchers interested in IT/IS management in China can use the information provided by this paper to guide their inquiry.
Supplier‐customer relationship management and customer loyalty
Authors: Oly Ndubisi Nelson , Kok Wah Chan , Ndubisi Gibson C.
Published: February 2007

Purpose

The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality.

Design/methodology/approach

Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire. Bank intercept technique was used in administering the instrument. A total of 220 customers provided the data for the study. Multiple regression analysis was used to measure the construct's relationship.

Findings

The results show that relationship marketing strategies, namely: communication; commitment; competence; and conflict handling are directly and indirectly (through trust and relationship quality) associated with customer loyalty. Moreover, trust and relationship quality are directly associated with loyalty.

Research limitations/implications

Although the study focuses on the banking industry in Malaysia, the outcome may be relevant to other service sectors. By identifying the relevant RM underpinnings in this sector, more researches adapting or replicating the present study in other sectors would help in pushing back the frontier of knowledge in the customer relationship management domain.

Practical implications

This study unveils how firms can use the relationship marketing (RM) strategy to nurture and keep loyal customers and how to manage the supplier‐customer relationship in the banking sector.

Originality/value

Not much is understood about the actual influences of the underpinnings of relationship marketing on customer loyalty from empirical evidence. This research would help organisations in evaluating the results of investments and sacrifices of the firm in building relationships with its customers.
Performance measurement system for healthcare processes
Authors: Purbey Shankar , Mukherjee Kampan , Bhar Chandan
Published: February 2007

Purpose

The purpose of this article is to provide an overview and evaluation of performance measurement systems and also present a framework for the selection of an appropriate performance measurement system for healthcare processes.

Design/methodology/approach

The paper provides a brief review of the existing performance measurement frameworks. On the basis of review, performance measurement system criteria are identified and accordingly a framework has been proposed for measuring performance in healthcare processes.

Findings

The measurement of performance of a healthcare organization is still an unresolved issue. A performance measurement system should be sensitive to changes in the external and internal environment of an organization. The proposed framework measures performance from a multi and interrelated perspective, namely efficiency, effectiveness and flexibility.

Practical implications

The study will help the healthcare organization to know how they are performing; it will also help in benchmarking the organization so that customers know the value of the money they pay for the service.

Originality/value

The framework presented provides a performance measurement system for healthcare processes that is sensitive to change in the external and internal environment of an organization.
Introduction: militarization and international business
Authors: Stokes Peter , Bishop Ryan , Phillips John
Published: February 2007

Purpose

The purpose of this paper is to introduce a special issue which looks into how militarization can be seen as an entity from which international business, management and organization can or cannot glean potentially useful lessons.

Design/methodology/approach

Five papers have been used to give a suitable basis for the reconceptualisation and recontextualisation of the military and militarization in relation to international business.

Findings

Several key tasks are achieved in rephrasing the issues of militarization in relation to international business. A wide national and cultural span is covered.

Originality/value

In developing and assembling this collection of papers claim cannot be laid to have answered issues on militarization, ground has been laid and reference points provided for a much needed wider critical debate.
Factors affecting innovation in logistics technologies for logistics service providers in China
Authors: Lin Chieh‐Yu
Published: February 2007

Purpose

With the fast growth in China's economy and China's accession into WTO, the demand for logistics services has been growing significantly in China. China's logistics service providers need to pay more attention to adopt more efficient logistics technologies to provide better services for their customers. The purpose of this paper is to study the factors affecting the innovation in logistics technologies for logistics service providers in China.

Design/methodology/approach

Questionnaire survey on logistics service providers in Beijing, Shanghai and Shenzhen is conducted to study the innovation in logistics technologies by China's logistics industry. Logistics technologies are classified into four types: data acquisition technologies, information technologies, warehousing technologies, and transportation technologies. The influencing factors include internal and external factors. Regression analysis is used to analyze the influences of these factors on technological innovation.

Findings

The innovation in logistics technologies is significantly positively influenced by organizational encouragement, quality of human resources, environmental uncertainty, and governmental support for logistics service providers in China.

Originality/value

Owing to the lack of empirical research on the adoption of logistics technologies in China, this paper provides an empirical study on the factors influencing the innovation in logistics technologies by logistics service providers in China. Our research results can help China's logistics companies develop better strategies to adopt innovative logistics technologies, and can make them become innovation‐based logistics service providers.
Iraq: emergence of a new nation from the ashes
Authors: Hafedh Mehdi , Akoum Ibrahim , Zbib Imad J. , Ahmed Zafar U.
Published: February 2007

Purpose

To shed light on the political economy aspect of post‐conflict reconstruction in Iraq and illustrate how bad governance and economic mismanagement has devastated a country once endowed with abundant natural and human resources.

Design/methodology/approach

The wealth of heritage, culture, and economy that Iraq enjoyed is highlighted. The paper presents a brief overview of economic mismanagement, corruption, and political blunders of Saddam Hussein's regime, which led to sapping the country of its wealth and degraded its human resources. In view of that, the political impediments to the reconstruction process are outlined. Hence, the significance of democratic and participatory approaches to sustainable development.

Findings

The paper reveals that the years of oppressive, myopic, and self‐serving policies of Saddam Hussein's regime have incapacitated Iraq and its people. Income per capita in 2003 was less than 15 percent of its value in 1980 and Iraq's debt amounted to about 600 percent of national output. The paper also indicates that international, regional, and local politics has been the primary hindrance to Iraq's reconstruction and development.

Originality/value

If history is any guide, the peoples of all non‐democratic and corrupt regimes throughout the world ought to heed the lessons imparted by the Saddam's model of governance, that is, sustainable economic development and improving the standards of living can best be attained through democratic and participatory governance.
Structure, interactions, and dynamics of the RING domain from human TRAF6
Authors: Mercier Pascal , Lewis Michael J. , Hau D. Duong , Saltibus Linda F. , Xiao Wei , Spyracopoulos Leo
Published: February 2007

A key step in the signaling cascade responsible for activation of the transcription factor NF‐κB involves Lys63‐linked polyubiquitination of TRAF6. Covalent attachment of ubiquitin (Ub) to TRAF6, and subsequent poly(Ub) chain synthesis, is catalyzed by the hUev1a–hUbc13 heterodimer. hUbc13 is a catalytically competent E2 enzyme, and hUev1a is an E2‐like protein that binds substrate Ub. The hUev1a–hUbc13 heterodimer is targeted to TRAF6 through interactions between hUbc13 and the N‐terminal RING domain from TRAF6. Nuclear magnetic resonance (NMR) spectroscopy was used to determine the solution state structure of the RING domain from human TRAF6, and the interaction between hUbc13 and TRAF6 was characterized using NMR chemical shift mapping. The main‐chain dynamics of the RING domain from TRAF6 were studied using 15N NMR relaxation. Analysis of the main‐chain dynamics data indicates that residues within the α‐helix and β‐sheet of the RING domain are as rigid as regions of canonical secondary structure in larger proteins, consistent with the biological role of RING‐domain E3 proteins, which requires that the E3 contain a recognition site for recruitment of E2 ubiquitin conjugation enzymes.
Contingency management: an evidence‐based component of methamphetamine use disorder treatments
Authors: Roll John M.
Published: February 2007

Aims  To review briefly some of the available evidence regarding the utility of contingency management in treating methamphetamine use disorders.

Design  A literature review was conducted to locate relevant studies for the review.

Findings  The review suggests that contingency management is likely to be a useful component of treatment strategies designed to address methamphetamine use disorders. Results suggest that contingency management can increase the likelihood of providing methamphetamine‐free urine samples during treatment.

Conclusions  Evidence suggests that contingency management is a good candidate for inclusion in treatment strategies for methamphetamine addiction.
Location, location: using functional magnetic resonance imaging to pinpoint brain differences relevant to stimulant use
Authors: Aron Jennifer L. , Paulus Martin P.
Published: February 2007

Aims  The purpose of this review is to summarize the neural substrate dysfunctions and disrupted cognitive, affective and experiential processes observed in methamphetamine and cocaine‐dependent individuals.

Methods  We reviewed all publications in PubMed that conducted comparison studies between healthy volunteers and cocaine‐, amphetamine‐ or methamphetamine‐dependent individuals using functional magnetic resonance imaging.

Results  Stimulant dependence is characterized by a distributed alteration of functional activation to a number of experimental paradigms. Attenuated anterior and posterior cingulate activation, reduced inferior frontal and dorsolateral prefrontal cortex activation and altered posterior parietal activation point towards an inadequate demand‐specific processing of information. Processes reported most consistently to be deficient in these functional neuroimaging studies include inhibitory control, executive functioning and decision‐making.

Conclusion  One emerging theme is that stimulant‐dependent individuals show specific, rather than generic, brain activation differences, i.e. instead of showing more or less brain activation regardless of task, they exhibit process‐related brain activation differences that are consistent with a shift from context‐specific, effortful processing to more stereotyped, habitual response generation.
Multi‐level modeling to explain methamphetamine use among gay and bisexual men
Authors: Halkitis Perry N. , Mukherjee Preetika Pandey , Palamar Joseph J.
Published: February 2007

Aim  The popularity of methamphetamine among gay men has been documented; however, few studies have examined the complex behavioral and psychological motivations behind methamphetamine use, particularly over time. This study aimed to (i) identify the trajectories for methamphetamine use; (ii) explore factors related to methamphetamine use; and (iii) determine factors which predict changes in usage over a year.

Design  This analysis utilized hierarchical linear modeling to identify the trajectories for methamphetamine use and explore factors related to patterns of methamphetamine use.

Participants  A sample of 293 gay and bisexual men who indicated methamphetamine use at baseline were drawn from Project BUMPS (Boys Using Multiple Party Substances), which was a longitudinal, mixed‐methodologies study of 450 club drug‐using gay and bisexual men.

Measurements  Participants were assessed via quantitative measures in four waves of data collection over the course of a year (baseline, 4, 8 and 12 months post‐baseline).

Findings  Frequency of methamphetamine use is related to reliance on the drug to avoid unpleasant emotions and physical discomfort, outcome expectancies for use and combining the drug with Viagra. Those with higher levels of drug‐related sensation‐seeking and those who combine use with Viagra show more consistent use over time, although a decrease in use is noted for most of the sample.

Conclusions  Longitudinal analyses support the idea that methamphetamine is used by gay men to mask feelings of discomfort and to enhance sensations as well as sexual pleasure. Longitudinal non‐intervention studies of drug use may have intervention‐like effects.
Approaches to the development of medications for the treatment of methamphetamine dependence
Authors: Vocci Frank J. , Appel Nathan M.
Published: February 2007

Background Methamphetamine abuse has become an increasing problem in both the United States and globally with concomitant increases in adverse medical, social and environmental sequelae. Behavioral therapies have been used with some success to treat methamphetamine abusers and dependent individuals, but are not universally efficacious. Methamphetamine has a rich pharmacology that theoretically provides many opportunities for potential pharmacotherapeutic intervention. Nevertheless, there are no approved medications with an indication for treating methamphetamine abusers or addicts at this time.

Aim To describe briefly how methamphetamine functions and affects function in brain and report how basic researchers and clinicians are attempting to exploit and exploiting this knowledge to discover and develop effective pharmacotherapies.

Results Scientifically based approaches to medications development by evaluating medications that limit brain exposure to methamphetamine; modulate methamphetamine effects at vesicular monoamine transporter‐2 (VMAT‐2); or affect dopaminergic, serotonergic, GABAergic, and/or glutamatergic brain pathways that participate in methamphetamine's reinforcing effects are presented.

Conclusion The evidence supports the rationale that pharmacotherapies to decrease methamphetamine use, or reduce craving during abstinence may be developed from altering the pharmacokinetics and pharmacodynamics of methamphetamine or its effects on appetitive systems in the brain.