bluuebunny/crossref_metadata_2025 huggingface dataset:
A model for evaluating the degree of leanness of manufacturing firms
Authors: Soriano‐Meier Horacio , Forrester Paul L.
Published: July 2002

Clarifies the concept of lean manufacturing and what it comprises. Commences with a review of the lean production literature and, specifically, existing models that identify the variables and component elements of lean production firms. Presents a research instrument for measuring the degree of leanness possessed by manufacturing firms. Research questions were developed and incorporated into structured survey questionnaires for both manufacturing directors and managing directors that enabled a quantitative assessment to be made for the various components of leanness. The survey was completed by over 30 firms in the UK ceramics tableware industry and so represents a comprehensive overview of the state of play in that sector. The figures derived allowed for hypotheses testing and a quantitative analysis. Presents selected results and conclusions from the current survey to illustrate the application and usefulness of the instrument. Argues that, though developed specifically for the tableware industry, the research instrument can be adapted for use in other industries.
Integrated manufacturing: a strategic approach
Authors: Platts Ken
Published: July 2002

Integrated manufacturing is a term which is currently in vogue and
yet, because of its poor definition, is a concept which is difficult to
apply. Seeks to take a strategic level view of integrated manufacturing.
Provides a framework and some tools which will be useful to the
operating manager in thinking about integration. Addresses two of the
main reasons put forward for the relatively poor performance of British
manufacturing companies in recent years: the poor match between
manufacturing systems and business needs; and the internal inconsistency
of operating practices.
The practical development of a make or buy strategy: the issue of process positioning
Authors: Probert D.R.
Published: July 2002

Reports that the make or buy issue is of major concern within manufacturing businesses, being directly linked to the basis on which a firm chooses to compete. Describes the development and use of a systematic approach to formulating a make or buy strategy, intended primarily for engineering manufacturing businesses. The application, in six different business environments, has resulted in a clear view of the utility of the approach, and indicated the areas where it could usefully be further developed. Summarizes the conditions and consequences of the use of the methodology in each case, together with the new aspects resulting from practical experience.
Economical optimization of tool replacement intervals
Authors: Jianqiang Mou , Moi Keow Lee
Published: July 2002

On the basis of tool life stochastic distributions and tool reliability for the case of tool failure by wear, develops a model for determining optimal tool replacement intervals coupled with the forecasting of tool replacement in a computer‐integrated manufacturing environment. With this model, the optimal tool replacement interval for minimum production cost can be determined. Also presents the application of the model to a milling process to illustrate the optimization procedure.
Supply chain operational performance roles
Authors: Harland Christine
Published: July 2002

Takes a holistic view of supply chain management tracing supply chains ultimately to end customers. Describes findings from empirical research in European automotive aftermarket supply chains performed under the EC ESPRIT initiative in the CMSO (CIM for Multi‐Supplier Operations) project. The field research was carried out in non‐vertically integrated supply chains in the UK and Spain. The main findings are: chains in different territories exhibited different operational requirements; and position in the supply chain gave rise to different operational requirements. From these findings concludes that, in order to manage supply chains, we must identify each chain player’s role in contributing to satisfying end customer requirements, recognizing that these roles may differ depending on the international environmental context and position in the supply chain.
Simulation‐aided design of production and assembly cells in an automotive company
Authors: Chan Felix T.S. , Jiang Bing
Published: July 2002

Manufacturing systems design is a complex task and is crucial to the future of a company. Computer simulation provides an efficient and visual method for system designers. The popularity of simulation is owing to its ability to model systems in a fast and cost‐effective way, its flexibility and its ability to model the time dynamic behavior of systems. This paper demonstrates the use of computer simulation as a tool for assisting managers and engineers in the design and analysis of a new manufacturing system by presenting a case study. The case study is a study of proposed instrument panel/crashpad production and assembly work‐cells in an automotive industry. The emphasis on the case study was to evaluate alternative designs, predict system performance, detect any potential problems, experiment with system parameters and determine the sensitivity of the system to these parameters. The case study results show that computer simulation can be a useful decision‐making support tool for the analysis of the system performance and the selection of the design alternatives before the system is actually implemented.
Academic staff perceptions of administrative quality at universities
Authors: Waugh Russell F.
Published: July 2002

Gives direction as to how administrative quality at a university can be measured on an interval scale. The measure is based on a model of academic staff perceptions in relation to central, faculty or school administration (as the case may be). The Australian Government set up a new Australian University Quality Agency in 2001 and one of its objectives is to measure quality in administration (management). Proposes that academic staff perceptions of administrative quality consist of two first order aspects, operationally defined by a number of second order aspects. The 21 stem‐items measuring each second order aspect are set up in Guttman patterns, conceptually ordered by increasing “difficulty”. Academics are asked to respond to each of the 21 stem‐items in two parts, conceptually ordered from “easy” to “hard”. This model has been pilot tested successfully with a small sample (N = 27) and is now ready for a full test.
The impact of educational policy on headship in primary schools in England, 1994‐2001
Authors: Bell Les , Rowley Avril
Published: July 2002

This article traces the impact of educational policy on the role of primary head teachers in Britain spanning the end of the New Right and the start of the New Left policy implementation processes. It is based on the reported perceptions of a sample of primary school head teachers who have been in post over the entire seven year period. It is argued that the conceptual framework derived from the early work on headship in the UK is still appropriate to an analysis of the role of the primary school head as both leading professional and chief executive but that the emphasis has shifted from one in which heads are selected from aspects of their role to one in which heads are now required to extend their involvement in school management across the main aspects of both parts of their role.
An empirical investigation of UK retail companies’ property asset strategies
Authors: Hiang Liow Kim
Published: July 2002

Abstract
Charity shops: a classification by merchandise mix
Authors: Horne Suzanne , Broadbridge Adelina
Published: July 2002

Little attention has been paid to the evolution of charity
retailing. A recent upturn in interest results from an increase in the
number of charity shops in operation and their increasingly professional
management. Charity retailing has expanded and developed over the past
decade and the rapid expansion in numbers in the 1980s has heightened
interest in them, although they do not feature as a sector in their own
right in retail statistics. Explores the development of charity shops
and suggests a three‐fold category classification. The definition of
charity trading relies largely on the mix of the merchandise being sold
and this mix determines the three categories of charity retailing. The
classification highlights trading implications of technology and
competition which in turn affect volunteers, customers, other charities
and established retailers alike.
Need for uniqueness: shopping mall preference and choice activity
Authors: Burns David J. , Warren Homer B.
Published: July 2002

Since the store mix and product offerings of many regional shopping
malls are very similar, often the primary discriminator between many of
these centres is merely location. Making the choice to shop at a
regional shopping mall other than the one nearest to one′s place of
residence, therefore, does not appear to be a logical choice in many
instances. Such behaviour, however, appears to be relatively common. It
would appear, therefore, that regional shopping mall choice may not
always be based solely on the offerings and location of the available
shopping alternatives. Appears to provide support for the hypothesis
that regional shopping mall choice can be an avenue for expression of an
individual′s need for uniqueness. Suggests that outshopping activity as
it relates to choice of regional shopping mall, may, at least in part,
be prompted by the personal uniqueness which can be experienced by
choosing to patronize regional shopping malls other than the one which
is nearest to one′s place of residence.
Atmospherics and retail environments: the case of the “power aisle”
Authors: Smith Peter , Burns David J.
Published: July 2002

Aims to examine the relationship between the merchandising strategies employed in the configuration of a power aisle and consumers’ price perceptions of those products within a warehouse grocery store setting. The results suggest that a power aisle comprising a smaller number of stock‐keeping units (SKUs) and a correspondingly greater quantity of each item will convey a lower price image than will a power aisle comprising a greater number of SKUs and a correspondingly smaller quantity of each item. Evidence that the merchandising policies used in the power aisle of a warehouse grocery store have the ability to affect consumers’ perceptions of those prices, therefore, was observed.
International vendor relations: a perspective using game theory
Authors: Reardon James , Hasty Ronald W.
Published: July 2002

The globalization of retailing is occurring at an accelerating pace. For cost, quality, and style and fashion reasons retailers look worldwide for manufacturers and vendors that can meet their customers’ needs. Uses game theory to examine the conflict issues that can arise in retailer‐ international vendor relations. The game is a traditional prisoner’s dilemma in which equilibrium is non‐ co‐ operation even though co‐ operation would lead to gains by both retailer and vendor. Discusses the problems in achieving co‐ operation and the consequences of the prisoner’s dilemma. Presents four basic strategies for improving co‐ operation and vendor relations.
Car boot sales: a study of shopping motives in an alternative retail format
Authors: Stone Jonathan , Horne Suzanne , Hibbert Sally
Published: July 2002

Describes car boot sales as an alternative retail format focusing on consumers’ shopping motives and related shopping behaviour in this type of retail setting. Concludes that car boot sales appeal more to middle and lower social class groups. Further concludes the growth of the car boot sale is largely due to the functional needs and non‐functional wants of these sub‐groups.
The difference between elderly consumers’ satisfaction levels and retail sales personnel’s perceptions
Authors: Johnson‐Hillery Julie , Kang Jikyeong , Tuan Wen‐Jan
Published: July 2002

Suggests that a significant trend affecting American society today is the dramatic rise in the number of persons aged over 65. Consequently, retailers are interested in knowing how this segment can be best served in the marketplace. Outlines a study which utilized person perception theory to examine how retail sales personnel’s perceptions relate to elderly consumers’ satisfaction. Results indicate that elderly consumers viewed older sales personnel more positively than they viewed younger sales personnel. Also reveals that retail sales personnel’s perceptions of elderly consumers’ marketplace preferences and satisfaction were significantly different from those reported by elderly consumers. In addition to the theoretical implications, findings provide retailers with valuable information for improving their service to elderly consumers.
International expansion of US retailers
Authors: Sternquist Brenda
Published: July 2002

US retailers do business in the largest and most affluent mass market in the world. However, they have reached a saturation point for some popular retail formats. US retailers are looking outside national borders for expansion opportunities. The Strategic International Retail Expansion (SIRE) model combines ideas presented in four separate theories to predict future expansion of these retailers.
Service problems and recovery strategies: an examination of the critical incident technique in a business‐to‐business market
Authors: Lockshin Larry , McDougall Gordon
Published: July 2002

A range of wine retailers identified critical incidents that had occurred with their suppliers. The resulting classification of the problems differed from previous consumer studies by revealing primarily outcome problems, such as timeliness of delivery or delivery of complete order, rather than process‐based problems. The critical incident technique provided sufficient information to evaluate the suppliers’ recovery strategies. The effectiveness of recovery strategies was influenced by whether the problem was solved and the time and number of calls required to solve the problem. A major implication for managers in this industry was to anticipate potential difficulties and inform their customers. This proactive strategy would improve relationships with buyers and reduce defections.
Ethical perceptions of South African retailers: management and sales personnel
Authors: Abratt Russell , Bendixen Michael , Drop Karen
Published: July 2002

Reports on the ethical beliefs of retail salespeople, managers and executives in South Africa. Little is known about the ethical perceptions of retailers despite the fact that retailing plays a vital role in the economy. A review of the ethics literature regarding retailing and sales is presented. A survey of 579 retailing employees was undertaken. Findings indicate differences in the ethical beliefs of salespeople when compared to managers. The specific differences are discussed, as well as implications and recommendations for retailers.
The Internet and socio‐economic development: exploring the interaction
Authors: Madon Shirin
Published: July 2002

This article attempts to gain an understanding of the current and potential impact of the Internet on the four‐fifths of the world’s population living in developing countries, two‐thirds of them poor. First, it attempts to put today’s rapid advances in information and communication technology in a broader debate about development and the role of information. Next, it explores the interaction between the Internet and key dimensions of development. Finally, it discusses some key policy implications of Internet diffusion and usage which governments of developing countries will have to address. These include an increasing role for intermediary institutions in the creation and dissemination of relevant knowledge on the Internet in order that the technology is used in a way that is compatible with local development goals.
Promoting Health and Welfare: The Challenge for Information Technology?
Authors: Lai On‐Kwok
Published: July 2002

The question of how to enable disabled and disadvantaged people via information technology (IT) represents one of the challenges facing most developing countries in the coming decade. Examines the feasibility of, and argues for, an approach to health and welfare promotion centred on the enabling potential of IT. Describes the contextual specificity of the Asian (which is a highly differentiated) experience in state welfare and health provision. Based on some comparative findings and projected scenarios in East Asian countries, explores the challenge and opportunity for IT in this enabling process. The IT‐based promotional strategies are outlined and discussed; it is argued that the effectiveness of IT applications in this process is contingent on the variables embedded in the technology‐‐the risks associated with technological development as well as the underlying socio‐political structure. Ends with remarks on the role of IT in global welfare and health promotion in the 1990s.
Packaged software development teams: what makes them different?
Authors: Carmel Erran , Sawyer Steve
Published: July 2002

Discusses the characteristics of packaged software versus information systems (IS) development environments that capture the differences between the teams that develop software in these respective industries. The analysis spans four levels: the industry, the dynamics of software development, the cultural milieu, and the teams themselves. Finds that, relative to IS: the packaged software industry is characterized by intense time pressures, less attention to costs, and different measures of success; the packaged software development environment is characterized by being a “line” rather than “staff” unit, having a greater distance from the actual users/customers, a less mature development process; the packaged software cultural milieu is characterized as individualistic and entrepreneurial; the packaged software team is characterized as less likely to be matrix managed and being smaller, more co‐located, with a greater shared vision.
The office tyrant ‐ social control through e‐mail
Authors: Romm Celia T. , Pliskin Nava
Published: July 2002

The changing role of technology in the virtual workplace has been accompanied by a proliferation of research activity focusing initially on the technical aspects and, more recently, on the social and political aspects of the diffusion process, including power and politics. This paper builds on the work of Kling and Markus on power and politics in IT, extending it to e‐mail and more specifically, to the use of e‐mail for petty tyranny. Reviews the literature on petty tyranny and its implications to IT and e‐mail. Presents a case study in which e‐mail was used by a department chair to manipulate, control, and coerce employees. The discussion links the events in the case with the literature on petty tyranny. In conclusion, demonstrates that e‐mail features make it amenable to political abuse and elaborates on the more general, theoretical, practical and ethical implications from this research.
Themes in early requirements gathering
Authors: Urquhart Cathy
Published: July 2002

Discusses the qualitative analysis of a case study of analyst‐client communications using grounded theory and themed analyses. Describes in detail the interaction that took place between an analyst and a client in a public sector agency in Tasmania, Australia. Uses a theatrical metaphor to give a representation that encompasses chronological and contextual aspects, providing an immediacy that enables the reader to appreciate how the interaction developed over time. Using concepts derived from the use of grounded theory techniques, demonstrates how these concepts and themes operated in this particular case. Concludes with a general discussion of themes and contextual influences as they occur in the case of the student assistance scheme and other cases studied by the author.
On the social implications of organizational reengineering
Authors: Moreno Valter
Published: July 2002

This work employs a phenomenological approach to investigate how people experience the radical transformation of their work lives caused by reengineering (BPR) processes. The common essences of the experiences of three co‐researchers are synthesized into a composite textural‐structural description of the reengineering phenomenon. The analysis of the rich, multidimensional information offered by participants reveals that reengineering projects elicit complex experiences involving a multitude of horizons. In particular, the analysis suggests that, by taking the discourse of efficiency to extremes, reeengineering ends up by unveiling the conflicts inherent in the arrangements that generally characterize workplace. This proposition goes beyond the traditional belief that the basic reason for resistance in BPR projects is the fear of layoffs or the modification of power arrangements. Indeed, such factors seem to be part of the problem. It is also necessary to understand the important role of the crisis that reeengineering may generate in individuals’ ongoing process of sense making.
Trying to improve communication and collaboration with information technology
Authors: Olesen Karin , Myers Michael D.
Published: July 2002

Discusses the use of information technology to facilitate communication and collaboration. In this action research project a groupware product called Lotus NotesTM was implemented to facilitate communication and collaboration amongst the senior management team. Although there was a real need for change, and the project received strong support from senior management on the basis that it would enable radical changes in coordination within the workgroup, these radical changes did not occur. The authors analyse the reasons for failure, and suggest that the project failed because of institutional forces which inhibited dramatic changes in work habits.
Leisure‐based tourist behavior: a case study of Changchun
Authors: Huang Anmin , Xiao Honggen
Published: July 2002

Leisure‐based tourism constitutes an important part in China’s domestic tourist market. This article reports the findings of a case study of leisure‐based tourist behavior conducted in Changchun, the capital city of Northeast China’s Jilin Province. The composition and demographic profile of the leisure‐based tourist market are presented. Leisure‐based tourists’ preference with regard to destination choice, leisure facilities used, and accommodation is analyzed. It is concluded that in‐depth understanding of leisure‐based tourist behavior will contribute significantly to the enhancement of tourist city images, modification of urban tourist attraction systems, effective exploitation of urban tourism resources and destination management and marketing.
Service quality in China’s hotel industry: a perspective from tourists and hotel managers
Authors: Tsang Nelson , Qu Hailin
Published: July 2002

Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a sample of 90 hotel managers and 270 international tourists who visited China and stayed at hotels in Beijing, Shanghai, and Guangzhou. A descriptive statistics analysis was used (paired t‐test and independent t‐test) to evaluate the service quality of China’s hotel industry from both the tourists’ and the managers’ perspectives, and to investigate the four gaps: between tourists’ expectations and their actual perceptions; between managers’ perceptions of tourists’ expectations and the actual expectations of tourists; between managers’ perceptions of a hotel’s service delivery and tourists’ actual perceptions of the service; and between managers’ perceptions of tourists’ expectations and managers’ perceptions of their hotel’s service delivery. The results showed that tourists’ perceptions of service quality provided in the hotel industry in China were consistently lower than their expectations and that managers overestimated the service delivery, compared to tourists’ perceptions of actual service quality, in the hotel industry in China. From the result of gap analysis, it might be concluded that Delivery Gap and Internal Evaluation Gap were the main reasons contributing to the service quality shortfalls in the hotel industry in China.
The effects of European economic integration on tourism: challenges and opportunities for Portuguese tourism development
Authors: Cardoso Carla , Ferreira Luis
Published: July 2002

One of today’s realities is that, as a consequence of the consolidation of the European economic integration process, the economies of the different member countries of the European Union are becoming more inter‐dependent and the physical, technical and tax obstacles to cross‐border trade are being diluted. At the same time, European policies and regulations have affected all areas of economic activity. The tourism sector is no exception due to the economic, social and cultural importance that this sector assumes for countries like Portugal. The overall purpose of this article is to analyse the implications of European economic integration in the tourism sector. In this context, the article builds on earlier research on European economic integration and identifies its effects in the tourism sector, focusing on the following tourism economic indicators: employment, income, investments, and balance of payments. The relationship between European financial support and the Portuguese tourism sector will be analysed with some related trends identified.
Employee induction in licensed retail organisations
Authors: Lashley Conrad , Best Warwick
Published: July 2002

The process whereby new recruits are brought into the firm is an important element of human resource management practice. If done well, it can help to retain the new employee and reduce staff turnover. Shows that a cross‐section of firms in the sector now have some form of staff induction programme in place. In most cases, the induction programme is short‐lived and focused on job role and administrative procedures. The survey of these firms suggests that there is a need to embrace best practice from other sectors of the retailing industry, in particular, the recognition that well‐planned and structured induction can play an important role in bringing down staff turnover. However, induction is best seen as a process that commences before the employee starts work and extends through the first two or three months of employment. In the very best instances the new recruit is deliberately eased into the new job. Unit managers play a vital role in delivering the immediate induction programme and management programmes need to ensure that unit managers are themselves trained to train and their performance is monitored.
A Model For Achieving Quality in Hospital Hotel Services
Authors: Randall Lyn , Senior Martin
Published: July 2002

Customer satisfaction is the ultimate goal of total quality management
efforts in service industries. An essential prerequisite in achieving
this goal is the detection and prevention of problems which the customer
encounters in the service consumption process. Outlines the fundamental
methodological approaches into the principles and methods of detection
and prevention of service problems. Demonstrates, by a case study, how
these approaches have been integrated in a systematic planning and
communication tool that involves customers, management and front‐line
employees in service quality improvement opportunities.
Marketing Strategic Alliances: The Small Hotel Firm
Authors: Morrison Alison J.
Published: July 2002

Investigates the concept of strategic alliances in the context of hotel
sector small firms. The rapid increase in the number of international
strategic alliances is recognized as one of the most significant
management trends of the 1990s. In particular, they may affect firms′
cost structures, and provide access to important strategic resources. In
this respect, strategic alliances are potentially important strategic
options for the non‐dominant small hotel firm. Investigates the role of
such strategic alliances within the hotel sector, where the small firm
represents around 75 per cent of operations. Places specific focus on
the marketing function, where examples of strategic alliances can be
seen mainly in the form of: public sector referral; airline; hotel
reservation service; and hotel marketing consortia. Evaluates the use of
strategic alliances as an effective means of achieving improved small
hotel firm business performance and draws conclusions. Finally, presents
the rationale for adopting the given tripartite model.
The emergence of hotel consortia as transorganizational forms
Authors: Roper Angela
Published: July 2002

Recent research has queried the capability of hotel consortia
organizations to compete in the hotel sector. Discusses the results of
this investigation. A working definition was developed and employed to
classify a fieldwork sample of 29 organizations. The concepts of generic
strategy and organization structure and process were then used as a
framework for identifying and isolating distinctive organizational
characteristics relating to each consortium in order to construct
strategic groups. The subsequent classification of multiple strategic
groups indicated the forces of competitive rivalry in the hotel sector
and the pertinent linkages between strategy and structure were
identifiable in these groupings. An extended analysis of three consortia
used a qualitative case approach to address in more detail the
characteristics of a smaller set of organizations. Shows that consortia
by nature can only partially, if at all, optimize the structure and
process characteristics necessary for sustaining effective collective
strategies. Therefore questions the long‐term survival of these
“transorganizational” forms.
Strategy, structure and employee relations
Authors: Ogden Susan
Published: July 2002

Examines, through in‐depth case studies, the process of strategic
decision making arising from the management of compulsory competitive
tendering (CCT) for catering and cleaning services following the 1988
Local Government Act. Examines in particular the contrasting approaches
to the management of employee relations and discusses the extent to
which a coherent management strategy in this area has been followed.
Draws conclusions about the implications of decisions relating to choice
of organizational structure and control systems for the implementation
of strategic policy.
Managing environmental change: insights from researchers and practitioners
Authors: Bowen John T.
Published: July 2002

Analyses the articles published in theFIU Hospitality Reviewduring a seven‐year period from 1989‐1995. Identifies seven main themes: people and organizations; marketing; environmental change; total quality management and strategy; education; financial analysis and accounting practice; tourism and technology. Summarizes by highlighting the linkages between the themes and the related sub‐themes.
Restaurant marketing: selection and segmentation in Hong Kong
Authors: Jack Kivela Jaksa
Published: July 2002

Determinant attribute analysis technique that isolates critical product attributes, can be a useful marketing tool for organizations hoping to penetrate new markets, and re‐examine their current market needs. Uses restaurants in Hong Kong as an example. While consumers say that food quality and food type are the critical variables for restaurant selection or rejection, other “lesser” choice variables may be the deciding factors in the final restaurants selection or reflection. The four restaurant types which emerged from the study are: fine dining/gourmet; theme/atmosphere; family/popular; and convenience/fast‐food restaurants. The results indicate that customers’ perceptions and therefore their preferences of choice variables, varied considerably by restaurant type, dining‐out occasion, age, and occupation. Suggests that the importance of perceivably unimportant attributes, can determine customers’ final restaurant choice. It is suggested, therefore, that the quality of food and type of food should not be the only attributes underpinning the restaurateurs’ marketing strategies in Hong Kong.
Socialization control and market entry modes in the international hotel industry
Authors: Gannon Judie , Johnson Keith
Published: July 2002

Relates the type of expansion strategies used by international hotel groups to approaches to ensuring organizational cohesion within these organizational settings. Achieves this by exploring dimensions of control and co‐ordination of managerial resources. Uses a case‐study approach which concentrates on the human resource management function to highlight current experiences in six different hotel companies and identifies their engagement in high degrees of social control. This result may be easily understood where the company both owns and operates its properties; however, the evidence suggests that franchising, a mechanism which is often seen as allowing hotel unit investors or franchisees considerable latitude in running the operation, is also susceptible to social control through management transfer and development policies.
Barriers and resistance to change in hotel firms: an investigation at unit level
Authors: Okumus Fevzi , Hemmington Nigel
Published: July 2002

The aims of this paper are to investigate the barriers and the sources of resistance to change in hotel firms and to evaluate the change in strategies adopted in seeking to overcome these barriers. Primary data were gathered through in‐depth semi‐structured interviews in nine hotels in the UK. The findings indicate that the cost of change, financial difficulties and the pressure of other priorities are the main barriers to change in hotel firms. The findings also indicate that hotel companies use multiple change strategies in overcoming barriers to change. Finally, the limitations of the research are discussed and opportunities for further research are identified.
The ethical challenges of managing pilgrimages to the Holy Land
Authors: Sizer Stephen R.
Published: July 2002

The pilgrimage and tourist industry, which brings just under two million people from around the world to Israel and the Occupied Territories every year, is both a microcosm and perpetuator of the political tensions which divide Jews and Palestinians. This paper investigates the detrimental impact of religious tourism to the Holy Land. Different types of western Protestant pilgrimage are highlighted, as well as categories of tour operator. The consequences of this kind of tourism for the indigenous Palestinian Christians are examined, together with the ethical issues determined by the dominant political force in the region ‐ the Israeli Government. Tour operators and tour group leaders face significant ethical dilemmas in seeking either political balance or religious solidarity, and these are explored. The conclusions address some of the characteristics of what might be termed “responsible pilgrimages” to the Holy Land. This research is based on 12 years’ experience of leading pilgrimages and five years as a director of a travel company, Highway Journeys. The empirical data is drawn from surveys of tour groups, together with interviews with tour group leaders and operators.
A quality assurance‐oriented methodology for handling trade‐offs in supplier selection
Authors: Braglia Marcello , Petroni Alberto
Published: July 2002

In an era of global sourcing, the firm’s success often hinges on the most appropriate selection of its suppliers. Supplier selection is sometimes very complicated, owing to a variety of uncontrollable and unpredictable factors which affect the decision. Describes a multiple attribute utility theory based on the use of data envelopment analysis (DEA), aimed at helping purchasing managers to formulate viable sourcing strategies in the changing market place. An application of the methodology using actual data retrieved from a firm operating in the bottling industry is illustrated. DEA has proved to be capable of handling multiple conflicting attributes inherent in supplier selection while simultaneously trading‐off key supplier selection criteria.
Computerization: Supporting Integration
Authors: Gustin Craig M. , Stank Theodore P. , Daugherty Patricia J.
Published: July 2002

Fast and flexible low‐cost data processing and information systems have
transformed business operations. Reductions in production setup times,
lot sizes and inventory levels have yielded substantial improvements in
productivity and profitability. The continuing changes sweeping American
business impose significant impacts on the distribution (or logistics)
function within manufacturing and merchandising firms. This research
assesses current levels of computerization within logistics and examines
the relationship between computerization and implementation of the
integrated logistics concept. Significant differences between
integrated and non‐integrated firms concerning levels of computerization
are identified. Integrated firms have developed the information support
systems necessary to position their organizations for competitive
success.
Logistics Performance
Authors: Chow Garland , Heaver Trevor D. , Henriksson Lennart E.
Published: July 2002

Concerns the definition and measurement of performance in logistics
research. A review of the literature reveals a variety of constraints
which make it difficult to draw broad inferences from the literature
about the relationship between a given logistics strategy and
performance. Discusses low logistics performance has been and could be
conceptualized, operationally defined, measured and utilized. The
limitations of alternative research designs and performance measures are
revealed. Recommendations are made to improve the quality of future
research.
Adapting Purchasing to Supply Chain Management
Authors: Leenders Michiel R. , Nollet Jean , Ellram Lisa M.
Published: July 2002

Predicts that in the decade ahead, the purchasing function will have to
shed its service and operational perspective and take on the challenge
of effective contribution to organizational goals and strategies.
Describes how, in this evolution, the make or buy decision and
increasing reliance on outsourcing will change the purchasing manager
into a manager of integrated operations.
Role and relevance of logistics to corporate environmentalism
Authors: Murphy Paul R. , Poist Richard F. , Braunschweig Charles D.
Published: July 2002

Public concern over resource depletion, congestion, waste disposal,
and various types of pollution has focused increased attention on
environmental issues. These environmental issues are expected to broaden
the scope of logistics and influence the way in which logistics managers
do their jobs. To date, there has been relatively limited empirical
research looking at the relationship between environmentalism and
logistics management. Reports the findings of a survey of US
manufacturers and merchandisers dealing with the role and relevance of
logistics to corporate environmental efforts.
Boundary spanning interfaces between logistics, production, marketing and new product development
Authors: Morash Edward A. , Dröge Cornelia , Vickery Shawnee
Published: July 2002

Investigates performance relationships for interfunctional process integration and specific logistics interface capabilities. The results indicate that competitive advantage is more likely to emanate from interfunctional process integration rather than individual function (sub) optimization. Logistics’ unique role as a boundary spanning interface between marketing, production, and new product development, is also identified as a potential source of competitive advantage. In terms of overall business performance, logistics followed by new product development are shown to have the greatest impact on profitability and growth. Further, logistics interface capabilities of customer service and logistics quality have the greatest independent impacts on business performance. In total, these results imply that logistics, new product development, and demand‐management capabilities may provide firms with that extra competitive edge which shows up in “bottom‐line” performance. States that the relatively neglected areas of logistics boundary spanning and production customer service also deserve attention.
Outsourcing competitive advantage: the use of supplier associations
Authors: Hines Peter , Rich Nick
Published: July 2002

The development of sustainable competitive advantage has long been the “holy grail” of western management. Evidence presented in this paper shows that at least one of the world’s leading companies has sought to achieve advantage by leverage of knowledge and skill within its complete supply chain. The company is Toyota of Japan. A description of the benefits involved and the story of how effective “outsourcing” of competitive advantage occurred is told in full. In addition the lessons from the supplier integration process and the use ofkyoryoku kaiare crystallised into a working model of how this approach may be emulated in the west. What is affectively a four stage supplier association model is discussed in detail together with an illustration of each approach within a UK context. The paper seeks to provide the reader with a complete picture of how supplier associations developed and how they might be used to create and “outsource” significant competitive advantage for complete supplier networks elsewhere.
Improving the efficiency of the Hub and Spoke system for the SKF European distribution network
Authors: Lumsden Kenth , Dallari Fabrizio , Ruggeri Remigio
Published: July 2002

The Hub and Spoke system (H&S), initially applied to the airline industry, is an innovative distribution approach which has proved to be successful especially in transportation systems dealing with several origins and destinations and with balanced good flows in both directions. This paper provides an overview of Hub and Spoke theory and proposes some possible improvements to this practice for freight transportation (trucking industry). In particular, the re allocation of transportation resources and the direct connection between pairs of nodes in the distribution network (short cut) have been applied in a case study involving the SKF European distribution network. All aspects of feasibility have been discussed and alternative solutions have been compared to the present configuration in terms of average lead times, goods flow, truck utilisation rate and transportation costs. The results confirm the effectiveness of the proposed interventions, mainly in terms of cost reduction and system flexibility.
Career perspectives of women in distribution: congruency or contrast?
Authors: Lynagh Peter M. , Murphy Paul R. , Poist Richard F.
Published: July 2002

Discusses the results from an empirical study that investigated potential career frustrations and concerns of women in distribution, defined as female marketing and logistics professionals. In general, both groups of respondents have some reservations about career opportunities in their respective fields. Moreover, perceptions about career opportunities appear to be influenced by personal demographic characteristics such as education and managerial status. The results also suggest that education and continuous learning are crucial for a successful career in distribution.
A performance index approach to managing service quality
Authors: Yang Hsu‐Hao , Chen K.S.
Published: July 2002

Measuring service performance in an appropriate way has received widespread attention due to the vital role customer service plays in gaining competitive advantages. Since performance of customer service directly correlates with customer satisfaction, measuring service performance that attempts to assess validity is a major concern for many firms. The new proposed index in this paper, the service performance index, involves observing the number of customer complaints that the firm receives. Since sample data must be collected to calculate these indices, the results may in some degree be exposed to sampling errors and even lead to incorrect conclusions. Taking sampling errors into account, the uniformly minimum variance unbiased (UMVU) estimator is used to develop a procedure in order to generate an index value that is more reliable.
Driving quality – clinical governance in the National Health Service
Authors: Ritchie L.
Published: July 2002

Assesses the role of the NHS’s new quality initiative “clinical governance” in introducing change and monitoring clinical and trust performance to improve the quality of service. An examination is made into continuous improvement methodology and quality tools, as a means to improving service delivery through this newly developed framework. The paper comments on the effectiveness of clinical governance as an approach to managing quality in the NHS in view of the increased public demand for clinical accountability and efficient service delivery as stated inThe NHS Plan.
Enhancing professional service quality: feedback is the way to go
Authors: Church Allan H. , Javitch Miriam , Warner Burke W.
Published: July 2002

Professional service organizations continue to face increasingly
competitive markets. In this situation the key to profitability growth
is client loyalty which depends on client satisfaction. Demonstrates how
to go about assessing client satisfaction – short of face‐to‐face
confrontation. To this end recommends a policy of individualized
feedback and illustrates this with an example from a professional
service firm. Described as the 450° feedback process, it provides
partners with internal (in‐house) and external (clients) perceptions of
service relationships, leading to improvement in client satisfaction and
loyalty.
A numerical study of the similarity of fully developed turbulent flows in orthogonally rotating square ducts and stationary curved square ducts
Authors: Hee Lee Gong , Hyun Baek Je
Published: July 2002

A numerical study of a quantitative analogy of fully developed turbulent flow in a straight square duct rotating about an axis perpendicular to that of the duct and a stationary curved duct of square cross‐section was carried out. In order to compare the two flows, the dimensionless parameters KTR=Re1/4/√Ro and the Rossby number, Ro=wm/Ωdh, in the rotating straight duct flow corresponded to KTC=Re1/4/√λ and the curvature ratio, λ=R/dh, in the stationary curved duct flow, so that they had the same dynamical meaning as those parameters for fully developed laminar flow. For the large values of Ro or λ, the flow field satisfied the “asymptotic invariance property”; there were strong quantitative similarities between the two flows, such as in the flow patterns and friction factors for the same values of KTR and KTC. Based on these similarities, it is possible to predict the flow characteristics in rotating ducts by considering the flow in stationary curved ducts, and vice versa.
Natural convection flow along a vertical circular cone with uniform surface temperature and surface heat flux in a thermally stratified medium
Authors: Hossain M.A. , Paul S.C. , Mandal A.C.
Published: July 2002

The problem of laminar natural convection from a vertical circular cone maintained at either a uniform surface temperature or a uniform surface heat flux, and placed in a thermally stratified medium is considered. The governing non‐similarity boundary layer equation for uniform surface temperature are analyzed by using two distinct solution methodologies; namely, (i) a finite difference method and (ii) a local non‐similarity method. For uniform surface heat flux case, the solutions of the governing non‐similarity boundary layer equations are obtained by using three distinct solution methodologies, namely, (i) a finite difference method, (ii) a series solution method and (iii) an asymptotic solution method. The solutions are presented in terms of local skin‐friction and local Nusselt number for different values of Prandtl number and are displayed graphically. Effects of variations in the Prandtl number and stratification parameter on the velocity and temperature profiles are also shown graphically. Solutions obtained by finite difference method are compared with the other methods and found to be in excellent agreement.