bluuebunny/crossref_metadata_2025 huggingface dataset:
Do internal departmental relationships influence buyers’ expectations about external supply partnerships?
Authors: Campbell Alexandra J.
Published: July 2002

A cornerstone of relationship marketing is a shared understanding by suppliers and buyers about the nature of the relationship itself. This research empirically examines one aspect of this issue: whether internal work relationships between departments affect the expectations about cooperation that purchasing managers bring to their external supply relationships. The results suggest that buyers do attribute internal firm attitudes or norms to their external supply relationships. In firms characterized by cooperative inter‐departmental interaction, buyers have a more cooperative orientation towards their supply relationships than do buyers in firms characterized by competitive inter‐departmental interaction.
Interorganizational information system technology and buyer‐seller relationships
Authors: Wilson David T. , Vlosky Richard P.
Published: July 2002

Interorganizational information systems (IOS), the computer based communication between buyers and sellers, can improve inventory management and control as well as reduce costs for all participants. However, stable relationships have been found to be disturbed when IOS is implemented. The objective of this study is to refine our understanding of the differences in perceptions and expectations of benefits from developing IOS as well as changes in the relationship structure. Results support previous research that identified gaps in relationship satisfaction between buyers and sellers when IOS technology is implemented.
Political risk for project‐selling firms: turbulence in relationships between business and non‐business actors
Authors: Hadjikhani Amjad
Published: July 2002

The subject of political risk for project‐selling firms has not been as thoroughly studied as it has for other international modes. This research aims to discuss the behavio‐of project‐selling firms when facing a sudden political crisis. It examines how political turmoil forces the firms to either stay in the market or exit from it and discusses why there is variety in their responses. The study presents three historical cases about three project‐selling firms and discusses the variety in their activities before, during, and after a political crisis. For the analysis, this paper employs the concepts of knowledge and commitment from the network model for the internationalization process. The case analysis is intended to generate a hypothesis about the types of business responses and the reasons for them.
Purchasing business services
Authors: Fitzsimmons James A. , Noh Jeonpyo , Thies Emil
Published: July 2002

The purchase of business services is a growing activity among firms but with little appreciation that the purchase of a service requires a modification of the decision process developed for the purchase of material goods. A taxonomy for purchasing business services is developed to create a matrix with importance of service and focus of service as dimensions. Business services are classified according to their focus on three aspects of the firm: property, people, and process. A number of propositions are formulated based on insights derived from this taxonomy. The taxonomy results in six business service cells: facility support, equipment support, employee support, employee development, facilitator, and professional. Implications for managers considering a purchase in each category are explored. The paper concludes with a research agenda to test the propositions and validity of the taxonomy for purchasing business services.
On achieving exoneration after a product safety industrial crisis
Authors: Siomkos George J.
Published: July 2002

Deals with the management of industrial crises, low‐probability, high‐impact events which typically affect companies involved in them, negatively. Specifically examines the role of three important factors, i.e. company’s reputation, the organizational response that it selects to adopt in order to deal with the crisis, and external effects that are faced during a product safety crisis. Emphasis is placed on determining the effects of an industrial crisis (caused by a harmful product) on the consumers’ attributions of company responsibility. It is shown that high reputation companies have generally an easier time dealing with industrial crises. In addition, companies faced with positive external effects and having voluntarily recalled the defects, are held the least responsible for the harm by consumers. Managerial implications are presented for high and low reputation companies involved in product safety crises, with emphasis placed on crisis prevention rather than mere reaction to it.
Internal diffusion of high technology industrial innovations: an empirical study
Authors: Higgins Susan H. , Hogan Patrick T.
Published: July 2002

The marketing of high technology software and related services is a complex process involving many players at the buyer‐seller interface. This study details an empirical analysis of key managerial factors involved in the adoption and diffusion of the information engineering systems development methodology and software in 72 organizations throughout the USA and Canada. The data suggest that marketing managers must consider new inter‐organizational strategies to optimize an intangible technological product’s success.
Co‐ordination of international channel relationships: four case studies in the food industry in China
Authors: Liu Hong , Po Wang Yen
Published: July 2002

Examines the pattern of relationships between foreign manufacturing firms and local third‐party distributors and the effective management and co‐ordination of supplier‐distributor relationships in China. Case studies of four foreign‐funded food manufacturers in China have been conducted. Different distributorship and styles of relationship management have been identified in each firm. Major relational constructs examined include channel conflicts and relationships, power sources and relational outcomes. Nine propositions have been derived from the findings. Research and managerial implications have also been discussed.
Service intangibility and its impact on consumer expectations of service quality
Authors: Pleger Bebko Charlene
Published: July 2002

Among the areas which need to be addressed in service quality research is the nature of consumer expectations across the range of intangibility. Previous research has compared consumers’ service quality expectations across services, but different groups of subjects were evaluated for each different service. The problem with using different subjects for each service is that the subject’s demographic characteristics may be responsible for the significant differences in expectations of quality. This research uses a controlled, repeated measures design where subjects were each asked to evaluate three services, varying in their degree of intangibility, over a ten week period. This made it possible to look at service quality expectations without risking the problem that demographics would account for most of the differences in the data. A classification matrix for services based strictly on the feature of intangibility is proposed. The managerial implications of this simplified classification scheme for services are discussed.
Were banks marketing themselves well from a segmentation perspective before the emergence of scientific inquiry on services marketing?
Authors: Germain Richard
Published: July 2002

Questions whether banks were marketing themselves before the 1950s advent of scientific inquiry on services marketing. The results show banks segmented the overall market on demographics such as age (during the 1880s), gender (as early as the 1830s), and national origin (as early as the 1850s), on user status in terms of current, potential, and past customers (around 1900), and on geography (as early as the 1890s). The efforts of bankers are compared to a historical periodization of segmentation, and the conclusion is drawn that banks were marketing themselves well before 1930.
Consumer intentions to use a service category
Authors: Dorsch Michael J. , Grove Stephen J. , Darden William R.
Published: July 2002

Even though service marketers are interested in influencing customer choice at the service provider level (i.e. the service brand level), the decision to patronize a particular service firm seldom occurs until after the customer decides to use a service provider in the first place. Ultimately, this initial “make‐or‐buy” purchase decision – the decision to use a service category – restrains customer decisions at the service provider (brand) level. To enhance our understanding of customers’ service category decisions, a double cross‐validation approach was employed to investigate the applicability of a service category choice model which we adapted from Howard’s work on consumer decision making. Our model, which was tested with two different service categories, was supported.
The use of quality expectations to segment a service market
Authors: Díaz‐Martín Ana M. , Iglesias Víctor , Vázquez Rodolfo , Ruiz Agustín V.
Published: July 2002

Reports some findings with respect to the possibility of classifying service consumers on the basis of their quality expectations. After reviewing traditional types of market segmentation, two hypotheses related to the applicability of service quality expectations as a grouping variable are formulated. Then, findings from a study developed in the tourism industry are presented, using the Chow test to verify the mentioned hypotheses. The study indicates that the segmentation proposed is operational and that, in general, the aspects for which the customers have greater expectations are those which influence their satisfaction to a greater extent. Finally, managerial implications are discussed based on the results of the study
The impact and effectiveness of advertisements in a sports arena
Authors: Turley L.W. , Shannon J. Richard
Published: July 2002

Explores the effects of advertising in a sports arena on message recall, purchase intentions, and actual purchase behavior. The findings from this study suggest that consumers can recall at least some of the ads they are exposed to in these captive situations but most do not produce any lasting memory trace. The data also indicate that several independent variables, most notably frequency of exposure to the advertising message, are positively associated with recall, purchase intentions and actual purchasing behavior. The findings from this study indicate that advertisements in this setting can have an impact on the behavior of consumers. However, more research is needed in this setting to identify specific execution variables which differentiate between ads which create an impact, and those that do not.
Marketing services to ethnic consumers in culturally diverse markets: issues and implications
Authors: Pires Guilherme , Stanton John
Published: July 2002

Ethnic consumers arriving in an ethnically diverse nation such as Australia are likely to have a limited knowledge of the marketplace. Combined with possible communication difficulties, constrained decision making may result when selecting both products and suppliers. Services are significantly different from tangible products to warrant a distinct marketing literature but within it marketing to ethnic consumers is not distinguished. This paper argues that the marketing of services to ethnic consumers in culturally diverse markets requires this focus. A review of the literature identifies service selection difficulties that are likely to be endemic to minority ethnic groups residing in a culturally diverse society. The task of inexperienced ethnic consumers in selecting a service provider is used to identify potential constraints in the decision‐making process, to explain how membership of an ethnic group can reduce selection difficulties and to discuss how group recommendation influences an individual’s behaviour and vice versa.
The effects of organizational culture and market orientation on the effectiveness of strategic marketing alliances
Authors: Leisen Birgit , Lilly Bryan , Winsor Robert D.
Published: July 2002

Recent research illuminates the important contribution of organizational culture and market orientation to organizational effectiveness. In an attempt to increase the conceptual and empirical body of knowledge, explores the links between organizational culture, market orientation, and marketing effectiveness in the context of strategic marketing alliances. Analyzes responses to self‐administered questionnaires returned by 128 such organizations. The findings suggest that organizational culture significantly affects marketing effectiveness, although the individual dimensions of organizational culture have varying degrees of influence upon the dimensions of marketing effectiveness. Among mechanistic or non‐adaptive cultural dimensions, increased internal culture enhances an internal market effectiveness dimension, whereas increased external culture enhances an external market effectiveness dimension. This internal/external alignment is not found for the organic or adaptive cultural dimensions. This same internal/external alignment is found, however, when examining the relationship between market orientation and market effectiveness. Internal aspects of market orientation enhance an internal market effectiveness dimension, whereas increased external orientation enhances an external market effectiveness dimension. Discusses managerial implications.
Increasing Job Satisfaction of Service Personnel
Authors: Rogers Jerry D. , Clow Kenneth E. , Kash Toby J.
Published: July 2002

As customer satisfaction is gaining the highest priority among the
interest of corporate America′s constituent groups and the economy
becomes service‐oriented, more jobs than ever before require customer
contacts. Investigates the relationship between employee satisfaction,
job tension, role clarity, role conflict and empathetic concern among
customer service personnel. Finds that the traditional variables, i.e.
role conflict, role clarity, and job tension, do influence job
satisfaction as hypothesized. Additionally, identifies empathy, a
previously overlooked dimension of employee‐job interactions, as a
significant determinant of job tension. Discusses the managerial
implications resulting from these relationships.
The Traits of Successful New Service Development
Authors: Edgett Scott
Published: July 2002

Recent changes in the financial services industry have placed
unprecedented pressure on senior managers to develop and launch new
services. Presents the results of a study into the development
activities of new financial services through a comparison of successful
and unsuccessful new services. It was discovered that the development
activities are more rigorous and comprehensive for successful new
services than for failures. Institutions which used a systematic process
of well‐defined development stages tended to have higher chances of
successful outcomes.
Characteristics of the Salesforce in the US Health‐care Service Industry
Authors: Bowers Michael R. , Powers Thomas L. , Spencer Pamela D.
Published: July 2002

Describes the job of selling health‐care services and compares it to
traditional types of sales positions. Providing such a comparison may
stimulate marketing managers in other service industries to conduct
their own survey of salesforce characteristics and to analyze critically
the findings. The research design serves as a model for the research
process, analysis and interpretation to be utilized in other service
marketing arenas. Promotion of health care has evolved from an emphasis
on advertising to a current interest in personal selling. Along with
public relations and planning research, sales is becoming a significant
part of the marketing function of health‐care organizations.
Specifically, the study was designed to define the basic characteristics
that profile the present salesforce in health care in the USA.
Addresses attributes of the organizations, as well as organizational
variables. Managing a successful salesforce in the approaching
health‐care reform era will be essential to an organization′s survival.
The market for obstetrical services: an integrative approach to
building relationships
Authors: Stevenson Marshall Brenda , Javalgi Rajshekhar G.
Published: July 2002

Describes the current scenario for maternity services. Delineates
an integrative approach dealing with the information cycle and applies
it to the market for obstetrical services. Discusses directions for
future research and provides strategic recommendations.
Marketing culture and marketing effectiveness in service firms
Authors: Webster Cynthia
Published: July 2002

Examines the importance of the marketing culture of a service firm
by pinpointing the strength of its association with marketing
effectiveness. First, collects data to validate and purify a measure of
marketing effectiveness. Second, undertakes a procedure to discover the
nature of the relationship between the kind of marketing culture a firm
has and its marketing effectiveness. The findings reveal a strong
relationship between these two constructs even when the possible effects
of firm size and geographical scope are removed.
Tracking service failures and employee recovery efforts
Authors: Hoffman K. Douglas , Kelley Scott W. , Rotalsky Holly M.
Published: July 2002

Demonstrates a method for examining service failures and recovery
strategies in service industries and provides a typology of service
failures and recoveries in the restaurant industry. Based on 373
critical incidents collected from restaurant customers, uses the
critical incident technique (CIT) to identify 11 unique failure types
and eight different recovery strategies. Additional data regarding the
magnitude of the service failure, the service recovery rating, the
lapsed time since the failure/recovery incident, and customer retention
rates were also collected. Presents this information along with
managerial and research implications.
The importance of service quality determinants in advertising a professional service: an exploratory study
Authors: Clow Kenneth E. , Tripp Carolyn , Kenny James T.
Published: July 2002

Although the task of delivering consistent service quality to consumers by service professionals has been studied widely, little research has focussed on service quality cues in professional services advertising. Examines the relationship between the encoding of core service quality dimensions in a professional service’s advertisement and consumers’ perceptions of risk, service provider expertise and purchase intentions. Finds that: all five service quality dimensions decreased consumers’ perceptions of purchase risk; tangible, reliability, assurance and empathy cues in a professional service advertisement increased consumers’ perceived expertise of the professional service; both perceived expertise and perceived risk had a direct impact on purchase intentions. Discusses the relationships and the managerial implications of these ties to a professional service advertiser.
Dental services marketing: do market segments based on usage rate differ in terms of determinant attributes?
Authors: Wang Zhengyuan , Janda Swinder , Rao C.P.
Published: July 2002

Attempts to highlight differences among market segments of dental care customers in terms of the various attributes that determine which dental practitioner they patronize. The market segments are defined based on usage rate. Data were collected from a nationwide sample of 460 consumers in the USA. Using a determinant attribute approach, eight attributes were first isolated from the total set of 18 dental service attributes considered. Finds these eight attributes to be determinant factors in consumer choice of a general dental practitioner. They included quality of service, professional competence, reputation, personality and attitude of dentist, attitude of support personnel, waiting time before treatment, availability of emergency services, and fee charged for services. Multiple discriminant analysis was then performed to find out which determinant attributes are relevant for each of the three usage segments. Indicates that the three market segments differ in terms of the determinant attributes considered while patronizing a general dental practitioner. These findings have significant managerial implications for dental practitioners.
Awareness of service charges and its influence on customer expectations and perceptions of quality in banking
Authors: Kangis Peter , Passa Vassiliki
Published: July 2002

Reports the findings of a small‐scale survey undertaken with a view to establishing the extent to which customers of retail banks are influenced in their expectations of quality and in their perceptions of service received according to their awareness of service charges imposed by banks. Finds that customers who were aware of banking charges had higher expectations of quality than those who were not. Further, customers who were aware of banking charges perceived receiving a higher quality service than those who were not aware. Although the findings were not statistically significant, the general direction of the relationship was maintained across all the variables measured.
A processual analysis of customer service training
Authors: Lin Binshan , Darling John
Published: July 2002

Proposes that customer service training processes should be studied as a multidimensional issue, recognizing an analytical dimension of tasks, technique, procedure, and system; a behavioral dimension concerned with attitudes, perceptions, and motivation; and an organizational learning dimension concerned with management styles, corporate culture, structure, and information flows. Explores in addition three elements necessary for effective customer service training implementation.
Implementing a relationship marketing program: a case study and managerial implications
Authors: Voss Glenn B. , Giraud Voss Zannie
Published: July 2002

Proposes that successful implementation of a relationship marketing program requires a complement of strategies that satisfies and motivates customers through different phases of relationship development. To accomplish this, firms simultaneously implement transactional marketing strategies and relational marketing strategies. Offers a case study of a non‐profit professional theater to demonstrate how a firm can implement multiple marketing strategies to achieve different relational objectives, and extends these findings to offer recommendations and managerial implications.
Services advertising and providing services on the Internet
Authors: Knowles Mathur Lynette , Mathur Ike , Gleason Kimberly C.
Published: July 2002

The stock price reactions to announcements of advertising services and providing services on the Internet are examined in this paper. The overall results suggest that Internet‐related activities are generally desirable. However, the results suggest that announcements of services advertising on the Internet are not perceived as an important component of a service firm’s promotional strategy. On the other hand, announcements of providing services on the Internet produce an average significant stock price reaction of 0.85 percent. This result suggests that providing services on the Internet should be an important component of a service firm’s marketing strategy. When the sample is segmented by firms’ prior financial performances, the observed stock price reactions are significantly positive for firms with superior prior financial performances. These results suggest that service firms with above average financial performances would benefit from a presence on the Internet.
Determinants of service quality and satisfaction in the auto casualty claims process
Authors: Royne Stafford Marla , Stafford Thomas F. , Wells Brenda P.
Published: July 2002

The insurance industry has placed increased emphasis on service quality and customer satisfaction as companies seek to compete with generally undifferentiated products. This attention to customer service dictates that insurers understand exactly what elements individuals use to assess their providers’ performance. This study examines the most significant dimensions of service quality and customer satisfaction across four large companies in the auto casualty industry, using the familiar SERVQUAL instrument. Results indicate that reliability is consistently the most important determinant of both perceived service quality and feelings of satisfaction among customers engaged in auto insurance claims. Implications for auto insurance providers are discussed.
Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA
Authors: Ford John B. , Joseph Mathew , Joseph Beatriz
Published: July 2002

Intense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An instrument developed specifically from a business education setting was employed utilizing an importance/performance approach with seven determinant choice criteria groupings. A sample of business students in New Zealand and the mid‐Atlantic region of the USA participated, and some important problems in perceptions were noted. Strategic implications for the universities involved and suggestions for future research are provided
Internationalization strategies for services
Authors: Grönroos Christian
Published: July 2002

Discusses some key challenges for service firms planning to go abroad and presents five different types of internationalization strategies for services, none of which are mutually exclusive. These are: direct export of services in terms of repairs and maintenance that are most appropriate to industrial markets; systems export that is a joint export effort by two or several firms whose solutions complement each other; direct entry mode which means that the service firm establishes a service‐producing organization of its own on the foreign market; indirect entry which is used when the service firm wants to avoid establishing a local operation that is totally or partly owned by itself (common modes are through licensing agreements and franchising); and electronic marketing which does not bind a firm to a particular location.
Wiring and growing the technology of international services marketing
Authors: Fisk Raymond P.
Published: July 2002

The metaphors of “wiring” and “growing” are used to describe the infusion of technology into international services marketing. An example of wiring and growing the technology of international services marketing is examined. The wiring metaphor for services technology is a mechanistic metaphor for the need to build a technological infrastructure to support the international services organization, employees and customers. The growing metaphor for services technology is an organic metaphor for the need to create international service systems that are responsive to the human needs of organizations, employees and customers. Future challenges for the application of technology to international services marketing problems are explored.
KLN Inc. ‐ organizing for resource sharing in the 1990s
Authors: Nelson James A.
Published: July 2002

Describes the history and evolution of the Kentucky Library Network from an independent, not‐for‐profit organization to a membership‐based, state‐operated organization. Covers some of the key points of transition in this process and describes an evolving philosophy of inclusion and expansion. Notes the somewhat unique connections of Kentucky’s library services community with nonlibrary organizations as examples of how KLN Inc. has developed connections with mainstream information resource‐sharing activities in that state. Includes breakdown of current membership and cost‐sharing elements to illustrate how this networking structure operates its financial base.
Providing Internet access for North Carolina’s libraries
Authors: Burgin Robert
Published: July 2002

Outlines the efforts of the State Library of North Carolina to provide access to the Internet and to electronic information resources for libraries in the state. The major challenge of finding a cost‐effective alternative to its statewide network, which was terminated by a 1993 legislative mandate, has led to opportunities to provide better services and resources by switching public libraries to point‐to‐point protocol (PPP) accounts and by migrating the State library’s information resources to an Internet‐accessible workstation.
Is there life after serials cancellation?
Authors: Welch Jeanie M.
Published: July 2002

Describes how J. Murrey Atkins Library at the University of North Carolina, Charlotte, had to cut approximately $200,000 from its materials budget, necessitating the cancellation of 454 titles. The faculty was promised free document delivery in exchange for cancelled journal titles. Outlines the process of developing the document delivery proposal and the recommended policies and procedures.
A framework for evaluating public investment in urban libraries
Authors: Holt Glen E. , Elliott Donald , Dussold Christopher
Published: July 2002

Along with most public institutions, public libraries are under attack for being socially unresponsive and economically unworthy of public funds. Looks at how urban libraries can defend their case by considering three main points: selecting appropriate methodology; building a framework for benefit‐cost analysis; and assessing necessary research. Concludes that continued research is very important as library resources are always changing. Proposes a pilot project to estimate direct and external benefits from public investment in library resources in one sector of library operations.
Students’ preferences for university: a conjoint analysis
Authors: Soutar Geoffrey N. , Turner Julia P.
Published: July 2002

Tertiary education has become more competitive in recent years due to reductions in government funding and higher student fees. As the nature of the environment grows more competitive, the role of marketing, previously non‐existent in most universities, has grown significantly. One of the key pieces of information that would assist a university’s marketing effort is an understanding of what determines a student’s university preference. Examines university preference using a form of conjoint analysis, known as adaptive conjoint analysis (ACA), to investigate the importance of a number of attributes to high‐school leavers in Australia. Results indicate that the four most important determinants of university preference were course suitability, academic reputation, job prospects, and teaching quality, which has significance for education managers developing marketing strategies and programs.
Perceptions of pre‐service and in‐service teachers regarding the effectiveness of elementary school leadership in Cyprus
Authors: Eliophotou Menon Maria
Published: July 2002

Compares the views of pre‐service and in‐service elementary school teachers regarding the effectiveness of school leaders in Cyprus. Data were collected from 66 in‐service teachers, and 79 pre‐service teachers enrolled at the University of Cyprus. The findings indicate that in‐service teachers were significantly more positive than pre‐service teachers in their assessment of school principals. The former considered the weaknesses associated with principals to be mainly the result of the limitations of the educational system in Cyprus, whereas the latter expected their future superiors to be ineffective in their management of interpersonal relationships. The paper points to the need for better training and preparation of both school leaders and teachers before their appointments.
Facts, myths and monsters: understanding the principles of good governance
Authors: Wayne Taylor D.
Published: July 2002

As in many countries today, health services across Canada are being restructured. Most jurisdictions within Canada are also restructuring and experimenting with the governance function of health‐delivery organizations. However, much of this governance reorganization is being done in a vacuum. New governance models have appeared lately that defy the first principles of good corporate governance. Identifies and examines the nine principles of good organizational governance as well as the five benchmarks of excellence in governance. An example of a governance “monster” – one of the latest experiments in corporate leadership in Canadian health care – is also critiqued. Presents conclusions, lessons and warnings which all health‐services managers – indeed, all public sector managers – should heed.
Management development in the public sector – what roles can universities play?
Authors: Mavin Sharon , Bryans Patricia
Published: July 2002

The 1990s have seen wide‐ranging culture changes throughout the public sector, introducing a business focus and a customer‐led approach, resulting in the recognition that organisations must invest training and development in their greatest asset – their staff. In this context, there is a growing trend to use universities as external providers of training and development, reflecting the need for continuous professional development, for flexibility and for continuous adaptability to change. Explores a spectrum of partnership arrangements between universities and public sector organisations, and discusses the mutually beneficial outcomes which can result, including the development of continuous learning, culture change, organisational development initiatives and appropriate restructuring. Presents three case studies to illustrate these developmental partnerships and concludes by offering significant learning points to those public sector organisations planning similar partnerships to facilitate management development.
The impact of strategic procurement in the UK further and higher education sectors
Authors: Quayle Michael , Quayle Sharon
Published: July 2002

The impact of strategic procurement is driven by the contribution of the function to overall corporate performance and its interface relationships. The actual impact on corporate performance in the UK further and higher education sectors has been neither empirically substantiated nor rigorously examined. This research was carried out in UK fiscal year 1998/1999 with 60 UK further education (FE) and 40 UK higher education (HE) institutions participating. This paper provides empirical evidence that progress has been achieved in strategic procurement in FE and HE and suggests areas for continuous improvement.
Born with quality: TQM in a maternity clinic
Authors: Lagrosen Stefan
Published: July 2002

This study was carried out in a hospital trying to implement TQM. The purpose was to assess the effects of using TQM and thereby judging whether this use could be valid and to find some success factors for implementing TQM in this kind of organisation. Specific quality dimensions have been defined. Based on them, the results of the quality work have been assessed and found to be positive. The most pronounced positive effects were better evaluations, increased ability to implement changes and increased creativity. Only two negative effects were found: a temporarily increased workload, and envy from the other clinics. Since the positive effects greatly outweigh the negative ones, this gives indications that the use of TQM in a hospital could be valid. Further, some success factors for implementing TQM were found. The foremost of these were sufficient information, commitment by the management, and evaluations of the operations.
Evaluating Privatization Policies in Turkey
Authors: Keller A.Z. , Dogan Çetin , Eroglu Ömer
Published: July 2002

Explores whether the current implementation of privatization in Turkey is consistent with original privatization objectives as laid down in the original government plan. Presents analysis of hard data obtained from the Public Participation Fund, the agency responsible for the planning and execution of the programme and entrusted with selling the state′s shares in companies, and the results of certain questions from a survey undertaken in Turkey to assess the opinions of senior managers, drawn from both the state and private sector, and academics, regarding the implementation of the privatization policy. Finds that, to date, implementation of the privatization programme is contrary to the original objectives of the Turkish government.
HRM Trends in the 1990s: Should Local Government Buy in?
Authors: Wright Phillip C. , Rudolph Jake J.
Published: July 2002

Municipal or local governments worldwide are poorly prepared for
the vast changes taking place in human resource management (HRM). Most
aspects of organizational life are being transformed, and a strategy,
that local governments can follow to avoid becoming a
“backwater”, that will cease to attract the calibre of human
resources needed to maintain effective local economies, is outlined.
The Commercialization of the Australian Public Sector: Competence,
Elitism or Default in Management Education?
Authors: Dixon John , Kouzmin Alexander
Published: July 2002

Briefly outlines recent developments in the commercialization of
the public sector at the federal level of government in Australia. After
six years of planning and implementation, debate continues over whether
the dramatic changes in practice are achieving the proclaimed ends of
enhanced efficiency, economy and effectiveness or are merely subverting
equity and the once considered essential traditions associated with
Westminster‐derived public administration. The theoretical, ideological
and epistemological problems associated with economics being the driving
intellectual academic discipline for commercialization are confronted.
Within the context of full privatization in Australia yet to occur,
organizational development, change and management education and training
associated with the commercialization of public agencies are addressed
in detail. Discusses a human resource development agenda and a
management educator′s cognitive map for facilitating change processes
associated with widespread drives for commercialization. External
tendering for management education and management training curriculum
emerges as a novel development in Australian public managements′ search
for quantifiable behavioural outcomes.
Institutional development
Authors: McGill Ronald
Published: July 2002

Considers five topics in an attempt to review the concept of institutional development (ID): institutions; development; institutional development; projects; technical assistance. Institutions are seen as fundamental to the development process. Development is seen as a political process. ID is seen as exploratory rather than prescriptive. Projects are seen as mechanistic. Technical assistance is moving towards a more exploratory and participatory mode of project formulation and implementation. Seeks to offer a flavour of the considerable and rapidly growing literature on the subject of ID in order to establish some parameters to the concept. These parameters are captured by the scope of the process, modes of intervention and factors for success, distilled from an original literature search. Presents the resulting conceptual framework.
Reinventing comparative public administration
Authors: Henderson Keith M.
Published: July 2002

The study of administration in other countries is often labelled comparative public administration and, since the Second World War, has developed a vast literature covering many world areas and utilizing various methods. Along with its more practical, more prescriptive counterpart, development administration, it has frequently been analysed and critiqued as a study and as a guide to development assistance. Suggests a new role for comparative/development administration as it faces the important challenge of addressing administrative requirements not only in the Third World but also in the former Second World (former Soviet Union and Central/Eastern Europe). The suggestion here is that iconoclastic models and non‐Western approaches are worthy of consideration, even though they may range from the unpleasant to the bizarre. Explores the Asian Communist administration – as found in China – and the Islamic revivalist administration – as found in Iran.
Reluctant enablers
Authors: Snape Stephanie , Fenwick John
Published: July 2002

During the last 15 years, local authorities in many OECD countries have been introducing competition for the provision of services, placing less emphasis on the direct provision of services and more on the strategic planning of service provision. Often this has involved encouraging both private firms and voluntary organizations to become providers of local government services. Analyses the emergence of enabling in two European countries, Ireland and the UK, and argues that local authorities in both countries are reluctant enablers. With reference to the UK, examines the implications of the CCT legislation, the key factor in the development of enabling and compares this to the emergence in Ireland of a trend towards contracting out.
Managing risk in public services
Authors: Vincent Jeremy
Published: July 2002

Claims that the small but steady growth in discussion in academic circles of aspects of risk taking and risk management, as they affect public services managers generally, which is observable in the UK, does not appear to be reflected so strongly in the wider international literature. Here, the direction of the debate and discussion turns much more on quasi‐constitutional issues and topics, such as “accountability” and “control”. As efforts grow to decentralize public services organizations and give public service managers more control over the day‐to‐day operational running of their organizations, a new term has entered the language of the debate ‐ that of “agility”. Suggests this appears to combine the skill of handling increased accountability for decision making with that of the upgrading of managers’ skills. Finds that risk is explored more widely in related texts, predominantly where a particular public service, such as the police, health or social services, is simultaneously viewed as a profession. Aims to explain why the international literature pointedly avoids much explicit discussion of risk, preferring to frame the issue within terms concerning levels of financial control and official accountability.
Consumers without teeth: can probation service “clients” have a say in the service they receive?
Authors: Nash Michael
Published: July 2002

Explores recent changes where, like other public sector organizations, the probation service did not escape the managerial revolution. The service has become increasingly focused in its objectives on policies determined by the Home Office, policies which have tended to measure numerical data rather than quality of performance and effectiveness. Alongside the overwhelming need to demonstrate that something is being done (although not necessarily effectively), has come the adoption of a consumer perspective reflecting the wider charter movement. Yet to what extent can a consumer who is subject to a restrictive court order determine the level and quality of “service” he or she is to receive? Argues that the probation service needs to move away from simple, numerical indicators of what has happened to ones which incorporate effectiveness. Suggests that the involvement of the consumer perspective will considerably enhance this process.
Control and accountability in the NHS market: a practical proposition or logical impossibility?
Authors: Glynn John J. , Perkins David
Published: July 2002

Before the imposition of the NHS internal market, systems of accountability and control were far from adequate and could be criticized on a number of grounds. The market was offered as a panacea to address these inadequacies. However, in practice there have only been partial improvements which could have been achieved without the imposition of the market. The market also creates new problems and a number of crises and scandals seem to be addressed at the political level by pleas to utilize resources more effectively. These pleas mean that more and more the focus is turning back to central planning in the provision of care and further away from so‐called market mechanisms. The NHS “managed” market has been imperfect and will continue to be so. Argues that there is no alternative but to return to the planned provision of health care in order to improve on accountability and control in the NHS. Hopefully the adverse impact of the market on clinicians and others will force a more rational reappraisal of the fundamental raison d’être of the NHS and the need for those involved in the delivery of services, at all levels, to be more openly accountable.
United Nations development co‐operation as a form of international public service management
Authors: Dijkzeul Dennis
Published: July 2002

Studies the provision of development co‐operation of two UN funding agencies: UNFPA and UNICEF. Their development co‐operation is carried out in programmes that can be considered a form of international public service management. Describes the organizational set‐up and governance issues that form the context of programme management. Shows that both governments and civil society actors deeply influence the functioning of both funds. Compares the programme procedures, as well as the internal and external management problems, of both funds and indicates some possible remedies for these problems. Discusses the opportunities and limits of a public management approach for UN development co‐operation.
Upgrading managerial work in the Greek civil service
Authors: Kufidu Stella , Petridou Evgenia , Mihail Dimitris
Published: July 2002

Reports that marked limitations in the Greek Civil Service, combined with the severe fiscal constraints of the Maastricht Treaty, have raised the issue of public management restructuring. Within this framework, attempts to investigate the extent to which middle managers in the public services are realizing the adjustments to the nature of their managerial work necessary to serve the “new management culture”. Underscores the need for greater control over resources in order to meet their responsibilities effectively and act “as managers”. States that the empowerment issue that is raised by the survey could be considered of pivotal importance for personnel development in, and the organizational restructuring of, the Greek public services.
Seeking a conceptual explanation of the growth of public sector employment beyond current reform parameters
Authors: Rahman bin Idris Abdul , Eldridge Derek
Published: July 2002

Argues that the debate concerning the growth of public employment has remained largely uninformed in a conceptual sense beyond the economic variables. Suggests that the time is now pertinent to identify the additional parameters affecting the situation if an enriched understanding is to evolve on the future role and management of the public sector in the developing state. Reviews the literature contributions that are significant in this respect, not only with the aim of putting the public sector developments of the last ten years in perspective but also to contribute to the current debate on the emergence of new administrative paradigms for developing States that provide a more balanced view of political, economic and social development.
A framework for benchmarking in the public sector
Authors: Dorsch Jeffrey J. , Yasin Mahmoud M.
Published: July 2002

The literature related to benchmarking since the year 1986 is examined, classified, and analyzed. A total of 415 articles, abstracts, and books are considered for this investigation. The status of benchmarking processes, activities, practices, and developments is examined for the manufacturing, service, and public sectors, while conclusions related to the state of benchmarking are drawn, gaps are identified, and recommendations are made. Particular emphasis is placed on the role of benchmarking in the public sector, with both an example that illustrates the utility of applying benchmarking to the public sector and a set of conceptual frameworks provided.