bluuebunny/crossref_metadata_2025 huggingface dataset:
The Effect of Information Overload on the Innovation Choice
Process
Authors: Herbig Paul A. , Kramer Hugh
Published: July 2002

Information Overload is a subject of immense debate among consumer
marketeers; can too much information overload a consumer and cause
adverse judgmental decision making? What defense mechanisms do consumers
have to control against the flow of information? In a similar vein
exists a lesser known and little researched phenomenon called Innovation
Overload, a consumer′s response to the ever‐increasing pace of
information, knowledge and innovations. Examines Innovation Overload,
its impact to providers, inventors and innovators and the potential
effect it may have on diffusion curves and adoption patterns.
Making sure your Canadian advertisement does not sink your sale
Authors: Jarvis Susan S. , Thompson William W.
Published: July 2002

Until recently, most US companies engaged in international sales
were large multinational enterprises (MNEs). Today, however, an
increasing number of smaller US businesses are entering foreign markets.
US sales in Canada are predicted to rise significantly in the future,
especially with the full implementation of NAFTA. Many of these small
companies have little or no experience in advertising their goods or
services in a foreign market. Failure to recognize certain elements of
foreign advertising can result in adverse financial and/or legal
consequences. Identifies two specific topics a business should address
before placing an advertisement in the Canadian market: an overview of
Canada′s comprehensive advertising laws; and Canadian social/cultural
constraints as reflected in advertisements.
Estimating the call option values embedded in closed‐end automobile leases
Authors: White John B.
Published: July 2002

Believes that a feature of most closed‐end automobile leases is the right to purchase the car for a specified price at the termination of the lease. This characteristic of a closed‐end autombile lease is similar to a European call option and is transferred to the lessee at no explicit charge. Develops a methodology to calculate the value of the call option feature embedded in closed‐end automobile leases. Concludes that the rational lessee should lease autos that generate low option values.
Multilevel marketing: what’s the catch?
Authors: Bloch Brian
Published: July 2002

Examines multilevel marketing in the light of the relationship between the would‐be seller and his/her prospective “downline”. States that people promoting multilevel marketing praise it as an opportunity of a lifetime with no catch. Claims that there is indeed a serious catch: the conventional process of promoting this so‐called opportunity to friends and virtually everyone else in someone’s circle of acquaintance, is, for the most part, unacceptable in western society. Maintains that truly determined sellers may well make money, but most will not, capitulating rather in the face of rejection ranging from disinterest to serious disapproval and resentment of the matter having been raised at all. Shows the conventional defenses raised by proponents of multilevel marketing to be seriously flawed if not quite spurious.
Development of consumer behavior patterns among Chinese children
Authors: McNeal James U. , Yeh Chyon‐Hwa
Published: July 2002

Explores the consumer behavior patterns of urban Chinese children as a primary and an influence market. Examines, as primary consumers, their income, spending and saving patterns. Finds that they have two different types of income, save over half of it, and spend the rest on snack items, play items, and the largest portion on school‐related items. Analyzes their influence on the spending behavior of their parents and grandparents among 25 product categories and the results reveal that they influence around two‐thirds of parents’ purchases. Also considers role of age and gender on children’s consumer behavior. Discusses some marketing implications.
Chinese consumers’ perception of alpha‐numeric brand names
Authors: Hoon Ang Swee
Published: July 2002

Two studies were conducted to examine Chinese consumers’ responses to alpha‐numeric brand names. Results to the first study found that certain letters and numbers were considered to be luckier than others. The lucky letters and numbers were A, S, and 8, while the unlucky ones were F, Z, and 4. Reasons for the perceived luckiness of the numbers were based on homonym and phonetics; while for the letters, they were based on the association with the educational grade and position in the alphabet. In the second study, the results showed that products with lucky alpha‐numeric brand names were perceived to be luckier, and have better quality and greater success than those with unlucky brand names. Additionally, brand names with a lucky number were perceived more favorably than those with a lucky letter even though the accompanying letter/number was unlucky. Offers theoretical and managerial implications and suggests directions for future research.
Consumer equity in relationship marketing
Authors: Szmigin Isabelle , Bourne Humphrey
Published: July 2002

The paper examines the current state of relationship marketing in the consumer services market. It questions whether relationships are mutually beneficial to suppliers and customers and argues that the relationship is managed by the retailer primarily for their gain whereas the customer might benefit more from alternative, immediate rewards. This leads to a consideration of how value and equity within relationship marketing might be viewed using social psychology as a basis for re‐examining the nature of supplier‐customer relationships. Concepts from branding and brand repertoires are also considered in terms of understanding what type of relationship might be most appropriate for consumers. Two case studies are explored to support the suggestion that some consumers are looking for different types of relationship to those currently on offer. Management must consider carefully what this might imply both in terms of future consumer behaviour and how competitive action between retailers may develop.
Consumer preferences for forthcoming innovations: the case of high definition television
Authors: Sultan Fareena
Published: July 2002

Examines consumer preferences for forthcoming technological innovations. Studies consumer response to different levels of technology over time. Looks at preferences for existing and intermediate technologies when future ones are expected. Focuses on technological consumer durables that are expected to evolve over time. The primary contributions of this research are: an understanding of how consumer preferences for a technology are affected by the time of adoption; an understanding of the value to consumers of obtaining different levels of a technology, at different points in time; and the utilization of parsimonious indices to assess consumer response to different levels of technology over time. An empirical examination is conducted for high definition television (HDTV). Using survey data, the study explores consumer preferences for HDTV, and for interim television technologies. Managerial implications to aid product design, and the timing of introduction of evolving technological innovations, are also discussed.
Urban versus suburban consumers: a contrast in holiday shopping purchase intentions and outshopping behavior
Authors: Smith Michael F.
Published: July 2002

Urban versus suburban shopping environments present unique opportunities and challenges for retailers. Retailers in both urban and suburban locations attempt to both attract outshoppers and retain their hold on shoppers in their immediate trade areas. To this end, it is incumbent on retailers to understand the dynamics underlying consumers’ decisions to shop in urban versus suburban retailing settings. This is especially important for consumer shopping behavior during the December holiday selling season which accounts for a disproportionate share of many retailers’ yearly revenues and profits. Reports on a three‐year study conducted in a major metropolitan area which addresses shopping behaviour, intentions, retail satisfaction and its antecedents between urban resident shoppers and suburban resident shoppers. Implications are presented for retailers who have chosen to emphasize strategically urban or suburban locations as well as for those retailers who have branch stores in both geographic locations.
XML schema languages: beyond DTD
Authors: Ioannides Demetrios
Published: July 2002

The flexibility and extensibility of XML have largely contributed to its wide acceptance beyond the traditional realm of SGML. Yet, there is still one more obstacle to be overcome before XML is able to become the evangelized universal data/document format. The obstacle is posed by the limitations of the legacy standard for constraining the contents of an XML document. The traditionally used DTD (document type definition) format does not lend itself to be used in the wide variety of applications XML is capable of handling. The World Wide Web Consortium (W3C) has charged the XML schema working group with the task of developing a schema language to replace DTD. This XML schema language is evolving based on early drafts of XML schema languages. Each one of these early efforts adopted a slightly different approach, but all of them were moving in the same direction.
Interlibrary loan – a new frontier!
Authors: Fleck Nancy W.
Published: July 2002

Interlibrary loan and document delivery have become an area of great change in today’s library. New ILL requests now go to the online queue immediately for processing. Once authenticated, a user can input as many requests as they want at that time. Work has begun on a project called DRSS ± Distributed Resource Sharing System, which is being co‐developed by the CIC libraries and OCLC. Michigan State and University of Michigan are also beginning a project to test a new desktop document delivery system called Prospero.
The AAU/ARL Global Resources Program: origins and trajectory
Authors: Jakubs Deborah
Published: July 2002

The AAU/ARL (Association of American Universities/Association of Research Libraries) Global Resources Program was launched early in 1997 by the Association of Research Libraries, with funding from The Andrew W. Mellon Foundation. Reviews the development of the related projects that preceded the establishment of the AAU/ARL Global Resources Program, describing the context for its creation and the goals it aspires to fulfil, and identifies some of the challenges the Program faces on the path to full implementation. It is hoped that the AAU/ARL Global Resources Program will encourage us to develop true international collaboration, branching out from accomplishments thus far, as the Program itself built on the efforts that preceded it.
The automated storage and retrieval system (ASRS) in Lied Library
Authors: Haslam Michaelyn , Lee Kwon Myoung‐ja , Pearson Marilyn Michael , White Maria
Published: July 2002

The process of bringing Lied Library’s automated storage and retrieval system (ASRS) online consisted of setting up the system and storing materials. Setting up the system required defining specifications, designing a user‐interface between the integrated online library system and the ASRS, training in operation, and preparing for maintenance. Storing materials required selecting and processing the items to be stored, loading them into bins, and retrieving them with the system. Library staff spent countless hours in planning, customizing, preparing data, supplementing existing data, testing, and learning the system. The time was well spent as the load process went smoothly with relatively few problems.
Information dropshipping
Authors: Webb T.D. , Zhang Bin
Published: July 2002

The appearance of revolutionary information technologies must elicit equivalent responses from the library profession, if for no other reason than simply to provide services that are fast becoming desired and needed by users. Because the implications of the new technology also suggest the possible demise of libraries, it is incumbent on us to make a revolutionary response. Part of that response should be making accessible to the public the vast stores of hidden information and knowledge that lie beyond the purview of conventional publishers. Creating local online databases ‐ information dropshipping ‐ is an activity that public and academic libraries alike can implement because librarians routinely uncover little‐known caches of information and knowledge that would be of great interest to general and academic communities alike, if only they were made easily accessible. Until now, libraries have located themselves on the distribution side of information delivery, along with the wholesalers and retailers, the jobbers and bookstores. We now have a choice. We can refashion our profession and create a new domain on the production side of knowledge and information that was once reserved for publishers.
“Face work”: a new role for the next generation of library‐based information technology centers
Authors: Hughes Carol Ann
Published: July 2002

Library technology centers have commonly received attention as locations with high‐end equipment and sophisticated software. However, the mere availability of resources is not sufficient to attract and build community with faculty who are not already committed to experimentation with technology. This article discusses the need for individualized interaction to build trust and social cohesion between faculty and library staff as a necessary part of promoting the dissemination of technology in a university setting.
Virtual universities and the publishing revolution: a publisher’s viewpoint
Authors: Christie Anne
Published: July 2002

This article sets out to highlight how new technologies have changed the way publishers and other information providers are able to deliver services. Publishers are rethinking their role and taking a fresh look at how they can meet the needs of customers. Universities, libraries and publishers are all undergoing change brought about by technology and the Internet. As those seeking information expect rapid service, day and night, publishers must be innovative and adapt to the challenges ahead. Electronic publishing can offer new services over and above the traditional. By forging links with users and establishing networks, online conferences and much more, publishers are now faced with a host of opportunities.
Best‐Seller: a Canadian library automation system
Authors: Kieran Shirley , Cardella Normand
Published: July 2002

Best‐Seller Inc. has been a developer of standards‐based library automation systems since 1986. Its products have evolved to meet unique challenges worldwide but more specifically those in Canadian library operations especially bilingual collections and access. Best‐Seller’s third generation system, PortFolio, is developed in JAVA and is entirely Web‐based. The PortFolio BestOPAC offers unique ways of linking local collections to electronic resources and multimedia collections. In addition to incorporating all traditional library practices, Best‐Seller products include a Legal Deposit subsystem, electronic ordering, links to external accounting systems from Acquisitions, WebExport, a fee‐based Z39.50 record download and links to external patron files. Best‐Seller is now rapidly expanding its customer base in France while evolving its offerings to support UNICODE, UNIMARC and other features such as sophisticated closed stacks management. Best‐Seller customers are public, special and academic libraries in the USA, Canada, France and the West Indies.
New patrons: new challenges
Authors: Coombs Norman
Published: July 2002

The information age has brought libraries an entire new group of potential patrons, the so‐called “print disabled”. For many librarians, retooling to keep up with the invasion of digitized information seems frightening and overwhelming. The thought of having to take that a further step and become familiar with the specialized hardware and software that people with disabilities use to adapt the computer seems like asking too much. The goal of this column is to persuade librarians that taking on this new task will be a challenge and opportunity rather than another burden. A number of tools and products are discussed. This time the focus is on IBM’s Home Page Reader.
Survey construction
Authors: Janes Joseph
Published: July 2002

This column continues a series on topics in research methodology, statistics and data analysis techniques for the library and information sciences. It discusses surveys, how to write good survey questions, questionnaire design and construction, including the order of questions, instructions, design and layout, and gives suggested readings and references.
Factors to be considered in the selection and cataloging of Internet resources
Authors: Beth Weber Mary
Published: July 2002

Internet resources have become a standard part of the resources offered by many libraries. Despite this fact, issues surrounding the selection of these resources, as well as providing access to them through cataloging, continue to present problems for libraries. Since Internet resources are not published or made available to libraries in the same manner as traditional print materials, there are many more factors to be considered in the selection process. The decision to catalog Internet resources presents a number of challenges to libraries as well. Decisions must be made as to what types of Internet resources will receive cataloging, and what information should be included in the bibliographic record. Cataloging decisions are further complicated by the fact that long‐standing cataloging conventions do not readily apply to Internet resources.
The impact of computerization on marketing performance
Authors: Good David J. , Stone Robert W.
Published: July 2002

Although chiefly anecdotal, reports that performance is enhanced through technology has encouraged many marketers to adopt computer systems. To examine this issue, 183 industrial marketing executives familiar with computers were surveyed. The results suggest that, properly managed, computer usage enriches individual marketer productivity and, in turn, organizational performance. Because managers can direct this productivity through organizational activities and investments, these findings suggest a number of key implications for marketers and researchers interested in utilizing and/or expanding applications of computer technology.
Stakeholder analysis for multi‐sector innovations
Authors: Bunn Michele D. , Savage Grant T. , Holloway Betsy B.
Published: July 2002

Business‐to‐business technology development firms face a unique set of challenges when participating in the opportunities made possible by emerging multi‐sector innovations. The greatest challenge involves the firm’s efforts to influence and shape the market in its favor. This requires strategies for dealing with numerous stakeholders – many with which the firm has had little experience. Because both the risks and pay‐offs are great, the firm needs an analytical and systematic process for stakeholder analysis to provide the basis for stakeholder management strategies. The case of one significant multi‐sector innovation – wireless technologies for integrated traffic management and emergency response – provides an illustrative context for demonstrating a five‐step process for stakeholder analysis.
Removing Salesforce Performance Hurdles
Authors: Babakus Emin , Cravens David W. , Grant Ken , Ingram Thomas N. , LaForge Raymond W.
Published: July 2002

Examines how sales managers can affect and improve salesforce
performance. Describes the similarities and differences between high‐
and low‐performance salesforces and the ways in which sales management
can create the opportunity for salespeople to perform well. Discusses
research implications and offers management guidelines to improve the
effectiveness of sales organizations.
Network Anatomy of Industrial Marketing and Purchasing of New
Manufacturing Technologies
Authors: Woodside Arch G.
Published: July 2002

Examines the central proposition that the marketing‐purchasing of
new industrial manufacturing technologies involves the development (not
necessarily a planned design) of a new network of relationships within
and across enterprises. Presents the results of a detailed case study on
the adoption by manufacturers of a new technology, electric motor
drives, to illustrate research on new‐technology network anatomy. The
results include additional evidence to the work of Wim G. Biemans on the
importance of research on lateral relationships in testing and gaining
approval for transforming an enterprise from an old to a proven, better,
new manufacturing technology.
Marketing and engineering revisited
Authors: Lancaster Geoff
Published: July 2002

A number of problems have been highlighted in relation to the roles
of marketing and engineering and reported in the Journal of
Marketing Management in 1993 (Vol. 9 No. 2, pp. 141‐53). This
earlier article merely pointed out the problems of this uneasy
relationship and hinted at solutions. Much has been researched and
reported since then. Attempts to integrate this material over a number
of areas including an international dimension, strategic and tactical
implications, service and quality improvement issues and product mix
decisions. Then goes on to propose solutions based on the researched
evidence that is currently forthcoming.
Differences in cross‐cultural negotiation behavior between
industrial product and consumer product firms
Authors: Gulbro Robert , Herbig Paul
Published: July 2002

In this age of the global economy, cross‐cultural negotiation is
becoming an increasingly important part of the management and marketing
process for nearly every firm. Compares the cross‐cultural negotiations
behavior and differences in the perceived processes between industrial
product firms and consumer product firms. Proposes and tests hypotheses
and analyzes results.
International salesforce management: a relationship perspective
Authors: Lewin Jeffrey E. , Johnston Wesley J.
Published: July 2002

As world trade has expanded to over two trillion dollars in the past 20 years, the international environment with all its complexities has become the arena in which many sales managers must labor. However, the combination of diverse languages, dissimilar cultural heritages and remote geographic locations can create strong barriers to managing effective buyer‐seller relationships. Explores the uniqueness of international salesforce management. Discusses the advantages and disadvantages of employing international marketing intermediaries, as well as issues related to seller‐intermediary relationships. Follows with a section focusing on the company‐owned salesforce and more direct buyer‐seller relationships. Examines issues surrounding organizing the international salesforce and explores the unique aspects of managing the international salesforce in distant markets.
A multi‐dimensional perspective on salesperson commitment
Authors: Boyle Brett A.
Published: July 2002

Although the study of organizational commitment (OC) is prevalent in the sales literature, multiple commitments have yet to be considered with respect to their impact on OC and work‐related outcomes. Four original measures that tap a salesperson’s commitments to: an immediate supervisor; peer salespeople; customers; and the sales profession itself were developed and tested. Using these, a series of regression models suggests that overall OC is enhanced by commitment to peers and the supervisor, with the former having a greater impact than the latter. Job satisfaction was affected by OC and professional commitment. Propensity to leave the organization was negatively associated with OC only.
Motives and experiences of international joint venture partners in Hungary
Authors: Fahy John , Shipley David , Egan Colin , Neale Bill
Published: July 2002

Presents the findings of an exploratory study into the motives and experiences of British firms participating in international joint ventures in Hungary. A great deal of foreign direct investment has been taking place in Central and Eastern Europe since the early 1990s. To date, little research has been conducted on the impact of this investment. A mail study of British firms operating in Hungary was conducted. The results reveal that its stable economic environment and the potential of its market were the primary reasons why firms invested in Hungary. However, political, economic and institutional problems are being experienced by investors.
The impact of religion and reputation in the organization of Indian merchant communities
Authors: Iyer Gopalkrishnan R.
Published: July 2002

The complex interplay of religion, reputation and repeated transactions among trade and business communities that dominate the Indian intermediary markets are detailed. Using prior historical sociological and ethnographic accounts, the author highlights some unique aspects of Indian merchant communities and the common elements that these share with other business communities in Asia. The analysis lends credit to the notion that marketing theory can gain substantially from a focus on identity, family and other forms of kinship relations. Strategic implications drawn from the analysis show that while foreign consumer goods firms cannot afford to ignore the large and growing Indian market, their success will depend to a large extent on their understanding of the intricacies of the Indian merchant communities that dominate various marketing channels.
Influence in the organizational buying center and logistics automation technology adoption
Authors: Dadzie Kofi Q. , Johnston Wesley J. , Dadzie Evelyn W. , Yoo Bonghee
Published: July 2002

Explores the structure of the buying center for logistics automation technologies. Examines the relationships between the degree of participation of key functional areas, the extent of coalescence on buying decision criteria, and the hazard rate of adoption. Analyses an event history, and suggests that adoption rates are influenced by the degree of participation of key users and extent of consensus on only two of six buying decision criteria. Discusses guidelines for enhancing logistics technology adoption.
Internal marketing and supply chain management
Authors: Lings Ian N.
Published: July 2002

Presents a model of service quality which is based on both internal and external customer and supplier groups in supply chain partners. Two possible types of internal customers are proposed in intra‐firm inter‐departmental relationships and two types of interaction are proposed in inter‐firm inter‐departmental relationships. The management of these interactions using tools originally developed in the field of internal marketing is discussed and the implications for service quality between supply chain partners are explored. The use of SERVQUAL to monitor the quality of service provided across these interactions is discussed and a research agenda to test the propositions developed is presented.
The impact of retail sales force responsiveness on consumers’ perceptions of value
Authors: Naylor Gillian , Frank Kimberly E.
Published: July 2002

Extant research suggests that salespeople can significantly impact consumers’ outcome perceptions. Examines the importance of initial contact with salespeople on consumers’ perceptions of value and the impact of salesperson service failure on perceptions of value among non‐purchasers. An exit survey of shoppers was conducted to realistically study these issues. Results show that outcome perceptions were significantly lower when either there was no contact with salespeople, or the consumer had to initiate the contact. The retailer that had the highest percentage of salesperson initiated contact, earned the highest perception ratings and also had the highest ratio of buyers to browsers. Furthermore, non‐purchasers that experienced service failures (slow service or offended by a salesperson) discounted not just the perception of that retail visit, but also overall value compared to other retailers. These results suggest that retailers must encourage their sales staff to initiate consumer contact.
Consumer education and service quality: conceptual issues and practical implications
Authors: Burton Dawn
Published: July 2002

Service quality has attracted considerable attention within the service marketing literature, but despite this, high profile consumer education has not been considered a valuable strategy. Argues that consumer education is a powerful quality strategy in a variety of service contexts and that it is already being used by an increasing number of service organizations. This paper sets out the conceptual relationship between consumer education and service quality prior to developing an information‐education continuum that could help organizations recognize when consumer education might be a useful competitive strategy. The article concludes with a discussion of practical issues that organizations need to consider before implementing consumer education programs.
An approach to branding services
Authors: Moorthi Y.L.R.
Published: July 2002

This paper provides an approach for branding a service. It accomplishes this by bringing together David Aaker’s brand identity framework, the 7Ps of services marketing and the economic classification of goods. The 7Ps of services are product, price, place, promotion, physical evidence, process and people. The economic classification divides goods into search, experience and credence goods. Typical examples for search, experience and credence goods are a consumer durable, a restaurant and a doctor respectively. The branding efforts needed for each of these goods is different. The approach recommends what should be done in terms of 7Ps for each of the three types of goods and integrates this effort with their branding.
Consumer Information Needs for Attorney and Accountant Yellow Pages Advertising
Authors: Butler Daniel D. , Abernethy Avery M.
Published: July 2002

Suggests that an important source of attorney and accounting services
information is the Yellow Pages phone book. Examines the information
consumers want from Yellow Pages advertisements to help them select
these services. Specifically, consumers want factual information
regarding the type of law/accounting practiced, type of service offered,
and contact information. Compares results of a consumer survey with the
literature on the information that attorneys and accountants
traditionally provide in other types of media. Provides suggestions on
improving the Yellow Pages advertising of these service professionals.
Services Marketing Strategies for Coping with Demand/Supply Imbalances
Authors: Shemwell Donald J. , Cronin J. Joseph
Published: July 2002

Because services cannot be stored, temporary imbalances between supply
and demand present a difficult challenge for managers of service firms.
Though marketing and management strategies for dealing with foreseen
disequilibrium situations are discussed, focuses primarily on stratagems
for dealing with situations where demand or supply fluctuations are not
foreseen. Discusses two categories of strategies: foresee the unforeseen
by improving market intelligence; and lessen the intensity of the
negative consequences of supply/demand disequilibriums by increasing
flexibility and sharing risks.
Service encounter satisfaction: conceptualized
Authors: Walker James L.
Published: July 2002

Presents a model of service encounter satisfaction offering
conceptual and pragmatic advantages over the dominant disconfirmation
paradigm. Expectations are compared with performance, at three separate
stages, which directly combine into one overall consumer service
encounter judgment. Offers service practitioners increased insight into
understanding consumers′ satisfaction processes.
Classifying health care offerings to gain strategic marketing
insights
Authors: Tomas M. Hult G. , Lukas Bryan A.
Published: July 2002

The diversity of the health care sector makes it difficult to come
up with managerially useful generalizations concerning marketing
practice in health care organizations. Develops specific categories of
health care offerings and proposes a two‐by‐two matrix for classifying
health care offerings based on customer participation and complexity of
the health care offering. In each quadrant, offers strategic marketing
insights into how the nature of the health care offering might affect
the marketing task. Uses network theory as the guiding framework in
constructing the health care classification schema.
The marketing of financial services to independent distributors
Authors: Laing Angus
Published: July 2002

Explores the purchasing behaviour of independent financial advisors (IFAs) within the context of the UK financial sector. Reports on empirical work in which attitudes of such independent distributors toward identified supplier selection criteria were assessed. Set within the context of relationship marketing theory, seeks to employ findings to develop a generic conceptual basis for approaching the marketing of services to independent intermediaries.
The antecedents of consumer expectations of services: an empirical study across four industries
Authors: Clow Kenneth E. , Kurtz David L. , Ozment John , Soo Ong Beng
Published: July 2002

Develops a conceptual model of the antecedents of consumer expectations and firm image, based on past research in service, and empirically tested using the simultaneous equation procedures of LISREL 7. Data were collected and analyzed for four service industries (tax services, dental services, restaurants and video rental stores). Significant findings include: the image consumers have of a service firm has the strongest impact on their expectations; the relative saliences of the antecedents vary across industries; advertising has no significant impact on expectations or firm image in any of the four industries or in the aggregate analysis; and the level of customization and service provider judgment has an impact on the relative importance of each of the antecedents of consumer expectations.
Marketing ethics: a comparison between services and other marketing professionals
Authors: Rao C.P. , Singhapakdi Snusorn
Published: July 2002

Discovers that services professionals, because of the nature of their marketing context, generally have more opportunity than other marketing professionals to engage in unethical behavior. Compares services marketing professionals with other marketing professionals on various components of marketing ethics. Finds the results generally indicate that members of the services profession do not differ from members of other marketing professions with respect to the components of ethics investigated.
Opportunities for marketing travel services to new‐age elderly
Authors: Mathur Anil , Sherman Elaine , Schiffman Leon G.
Published: July 2002

Based on Schiffman and Sherman’s conceptual model of the new‐age elderly this article constructs a measure that identifies this segment of elderly in terms of their value orientation. The findings show that older consumers’ value orientations are an effective segmentation approach; one that is superior for partitioning the market for services like leisure travel than the traditional age‐based segmentation approach. Marketing strategy implications of the findings are also discussed.
A customer‐oriented framework for empowering service employees
Authors: Rafiq Mohammed , Ahmed Pervaiz K.
Published: July 2002

While a great deal has been written on the subject of empowerment of employees in the manufacturing industries, its application in the services area is relatively under‐developed. In fact, the special nature of services, and in particular the simultaneity of production and consumption is one of the major reasons for arguing that contact employees should be allowed a degree of discretion when dealing with customers. However, some authors have argued that service employees should have little or no discretion. This suggests that the approach to participation is a contingent one. That is, empowerment is not suitable for all occasions or all types of employees. Outlines a contingency framework for the empowerment of contact service employees. Argues that the appropriate levels and the types of empowerment given to employees depends on a combination of the complexity or variability of customer needs, and the degree of task complexity or variability involved in delivering the customer needs. It is also argued that, in any empowerment framework it is essential that the degree and the type of empowerment is also included.
“What sort of soil do rhododendrons like?” ‐ comparing customer and employee responses to requests for product‐related information
Authors: Harris Kim , Baron Steve , Davies Barry
Published: July 2002

The first objective of the study was to identify and classify product‐related information that customers expect to receive in interpersonal encounters with employees in a given retail environment. The second objective of the study was to compare the “ability” of both service employees and customers to provide the required information. The third objective was to identify characteristics of customers that differentiate them in terms of their role as on‐site information providers. The study was carried out by questionnaires conducted inside a DIY store. Findings suggest that customers should be encouraged to perform the role of on‐site information providers, responding to other customers’ requests for product‐related information.
Assessing contact personnel/ customer interaction in a small town: differences between large and small retail districts
Authors: Klemz Bruce R.
Published: July 2002

The importance of improving customer retention has led to many changes in the services and retailing mix. Assesses the role that the contact person has on the customer’s willingness‐to‐buy. Two retailing districts in a small town are studied: the first, a downtown retail district made up primarily of small local retailers; and the second, a
one‐stop retailing district made up of large multi‐service national chains. The results show that the contact people in the downtown retail district focus primarily on empathy to influence willingness‐to‐buy, where the contact people in the large one‐stop retail district jointly focus on assurance and responsiveness to influence willingness‐to‐buy. These findings, and their implications for competing for customers in such competitive markets, are discussed.
Cost inflation by page reductions: a discrete example of new price increases in legal serials
Authors: Ryan Susan M.
Published: July 2002

Exposes a subtle method of price increase used by The West Group that has gone unnoticed by the American law librarian community, that of decreasing the number of pages in serial, reporter volumes. The author examined volumes from Federal Supplement, Federal Reporter and the seven regional reporters to determine the number of pages contained in these volumes prior to the West/Thomson merger and how that number has changed since the merger. After documenting the decline in page number per volume, the author proposes some actions law libraries can take to respond to the page decline and its attendant increase in the amount law libraries may pay each year for the same number of pages spread out over more volumes.
Partnerships and promises: the history and future of library and US Government information
Authors: Shuler John A.
Published: July 2002

Librarians involved with the US Federal Depository Library system need to seriously reconsider their roles and economic arguments, as more federal agencies bypass the Government Printing Office and publish government information directly through the World Wide Web. If “ownership” and “collections” were the watchwords under the earlier model, “service” and “partnerships” will dominate the practice of government information librarians in the next century.
Recruiting quality business librarians in a shrinking labor market
Authors: O’Connor Lisa , Marien Stacey
Published: July 2002

The library field is projected to grow in the next decade, albeit modestly, so the need for professionals will rise. Combined with large‐scale retirements predicted to begin in 2010, the result may be a shortfall of library professionals. Although no concrete evidence exists to substantiate a claim that this trend may be more pronounced for subject specialists, such as business librarians, the authors of this article were motivated to conduct their research by the apparent shortage of business librarians reported by their colleagues within the American Library Association, specifically in the Reference and User Services Association’s (RUSA) Business Reference and Resources Section (BRARS). This article reports on a survey of job postings from March 2000‐March 2001 and assesses employer satisfaction with the labor market for business librarians and information professionals.
Nebrask@ Online: a State of Nebraska electronic information service
Authors: Wagner Rod
Published: July 2002

Describes the origin, development and evolution of Nebrask@ Online, a computer‐based electronic information and communication service, created by the Nebraska Library Commission. The 1991 Nebraska Information Partnerships Conference led to new alliances involving the Library Commission and the creation of this online service. Describes experiences in operating an online service and options considered for network development. A public/private partnership emerged as the model for network management services for access to Nebraska state government information.
California library referenda: the determinants of success and failure
Authors: Cain Bruce E. , Cooper Ellyce , Ferejohn Sara , Potter Corrie
Published: July 2002

In the past, citizens could take it for granted that California communities would provide public libraries for their citizens. However, due to new fiscal circumstances and a generational shift in how California voters view the role of government, libraries must increasingly take their case for funding directly to the voters. The purpose of this study is to contribute to our understanding of why some library referenda succeed and others do not. From previous works, generates some expectations about the determinants of success and failure in referenda which will then be tested. Speculates on the meaning and implication of the findings. Data for this study consist of all California city and county library measures that have appeared on the ballot since 1980, supplemented with demographic data, political registration data, and the strategy and tactics of the specific campaigns.
What does it really cost? Allocating indirect costs
Authors: Snyder Herbert , Davenport Elisabeth
Published: July 2002

Better managerial control in terms of decision making and understanding the total costs of a system or service result from allocating indirect costs. Allocation requires a three‐step process of selecting cost objectives, pooling related overhead costs, and selecting costs bases to connect the objectives to the pooled costs. Allocation may be simple, relying on a single base, or activity‐based costing (ABC), relying on multiple bases. Contrasts the methods of allocation, and argues that ABC may be more useful for costing electronic services.
Outsourcing photocopying in a library: one experience
Authors: Wittorf Robert
Published: July 2002

The process for outsourcing photocopying includes developing a clear Request for Proposal, monitoring and responding to vendor performance and ensuring quality controls are used. Outsourcing photocopying, done carefully, can help the library husband precious resources while outsourcing activities not traditionally associated with librarianship.
Bringing it all back home: insourcing what you do well
Authors: Dobb Linda S.
Published: July 2002

Outsourcing library operations is a commonly discussed management technique in library literature. This article examines one library’s ability to insource some of its operations. Insourcing, or retaining services and, perhaps, providing them for others, can be successful if proper analysis is conducted before the process is begun. Constant evaluation is necessary, basic services must be enhanced, and some savings or revenues must be generated for insourcing to become a way of life in today’s rapidly changing library environments.
Assessing tax form distribution costs: a proposed method for computing the dollar value of tax form distribution in a public library
Authors: Casey James B.
Published: July 2002

Explains how a public library can compute the actual cost of distributing tax forms to the public by listing all direct and indirect costs and demonstrating the formulae and necessary computations. Supplies directions for calculating costs involved for all levels of staff as well as associated public relations efforts, space and utility costs.
Purchasing consortia: trends and activity in the UK
Authors: Pye Jo , Ball David
Published: July 2002

In recent years libraries worldwide have been affected by an uncertain financial environment in which resource buying has been restricted, causing them to look at ways of extending their purchasing capabilities to compensate for reduced budgets. In the UK, the British Library Research & Innovation Centre (BLRIC) has recently awarded a grant to Bournemouth University Library & Information Services to investigate the activities of library purchasing consortia in four types of library: higher education, further education, public and health libraries. The project remit also includes a study of library suppliers in the deregulated marketplace following the abolition of the UK Net Book Agreement in autumn 1995. This paper charts the progress of the research that has identified a number of LIS consortia, focuses on the context that has encouraged their formation and presents early findings that illuminate cooperative purchasing activities.
Byte the bullet: unfunded mandate for US government information in electronic formats
Authors: McCraw J.B.
Published: July 2002

The migration to electronic information strains tight budgets for public and academic libraries. The unfunded mandate by the United States federal government to provide free access to electronic information requires patience, creativity and a new way of thinking about information delivery in the transition to networked information environments. The example of one federal government depository library, Johns Hopkins University in Baltimore, MD and the writer’s personal experience as a government documents online researcher at Congressional Quarterly Inc., US News & World Report and as an independent contractor, provides a microcosmic example for library managers to consider to plan for the transition from print materials to electronic information for patrons.
A study of information systems outsourcing influential factors
Authors: Claver Enrique , González Reyes , Gascó José , Llopis Juan
Published: July 2002

Information systems outsourcing is a constantly growing practice in all sorts of organisations. This paper analyses the level of information systems outsourcing at Spanish public universities. It also means to determine if factors such as the size, both of universities and of their information systems departments, as well as the degree of involvement of rector’s and general manager’s teams in matters related to information technologies can have an influence on the outsourcing level. With this aim, a survey has been made among the information systems managers in all the universities under examination.
University education in Kenya: current developments and future outlook
Authors: Mutula Stephen M.
Published: July 2002

This article discusses university education in Kenya with emphasis on patterns of financing and how this has affected overall operations of the universities. Reforms that have been implemented to reduce government grants to the public universities in an attempt to make them self‐sustaining are assessed. Private universities are discussed in the context of how they differ from the public universities. Problems facing the public universities are outlined. Measures that are being put in place by the universities to cope with reduced funding are evaluated.