bluuebunny/crossref_metadata_2025 huggingface dataset:
A practical investigation to solving the inverse problem of crack identification through vibration measurements
Authors: Ressing Henning , Gadala Mohamed S.
Published: January 2007

Purpose

To investigate the feasibility of using single/multi variable optimisation techniques with vibration measurements in solving the inverse crack identification problem.

Design/methodology/approach

The finite element method is used to solve the forward crack problem with a special nodal crack force approach. The multi‐variable optimisation approach is reduced to a much more efficient single‐variable one by decoupling the physical variables in the problem.

Findings

It is shown that, for the crack identification problem, global optimisation algorithms perform much better than other algorithms relying heavily on objective function gradients. Simultaneous identification of crack size and location proved to be difficult. Decoupling of the physical variable is introduced and proved to provide efficient results with single‐variable optimisation algorithms.

Research limitations/implications

Need for improving the reliability and accuracy of the procedure for smaller crack sizes. Need for developing and investigation more rigorous and robust multi‐variable optimisation algorithm.

Practical implications

Any information about approximate crack size and location provides significant aid in the maintenance and online monitoring of rotating equipment.

Originality/value

The paper offers practical approach and procedure for online monitoring and crack identification of slow rotating equipment.
Fuzzy logic controller for overhead cranes
Authors: Hayajneh Mohammed T. , Radaideh Saleh M. , Smadi Issam A.
Published: January 2007

Purpose

To propose a new method for controlling the overhead crane systems based on the theory of fuzzy logic with a reduced number of rules than has appeared before in the literature. The proposed fuzzy logic controller (FLC) can be implemented to move the overhead crane along a desired path while ensuring that the payload is swing free at the end of the motion.

Design/methodology/approach

In this study, a FLC that includes two rule bases, one for displacement control, the other for swing control, was designed and successfully implemented to move the overhead crane along a desired path while ensuring that the payload is swing free at the end of the motion.

Findings

Control simulation results demonstrate that by using the proposed FLC, the overhead traveling crane smoothly moves to the destination in short time with small swing angle and almost no overshoot.

Originality/value

This paper offers practical help to whom are working in controlling the transporting the payloads to the required position as fast and as accurately as possible without collision with other equipments. The proposed FLC can be implemented to move the overhead crane along a desired path while ensuring that the payload is swing free at the end of the motion.
Development of coupling technique for LBM and FEM for FSI application
Authors: Kwon Y.W.
Published: January 2007

Purpose

To develop a technique to couple the lattice Boltzmann method (LBM) and the finite element method (FEM) to solve fluid‐structure interaction (FSI) problems.

Design/methodology/approach

The FEM was applied to structural analysis while the LBM was applied to fluid flow analysis. The two techniques were coupled in a staggered manner through interface boundary conditions.

Findings

In order to demonstrate the developed coupling technique, various FSI examples were analyzed and presented. The coupling technique was useful to solve FSI problems.

Originality/value

To the best knowledge of the author, there have been few efforts to couple the two techniques to solve the fluid and flexible structure interaction problems.
Numerical simulation and optimization on heat transfer and fluid flow in cooling channel of liquid rocket engine thrust chamber
Authors: Wang Qiuwang , Wu Feng , Zeng Min , Luo Laiqin , Sun Jiguo
Published: January 2007

Purpose

To find the optimal number of channels of rocket engine thrust chamber, it was found that the optimal channel number is 335, at which the cooling effect of the thrust chamber cooling channel reaches the best, which can be helpful to design rocket engine thrust chamber.

Design/methodology/approach

The commercial computational fluid dynamics (CFD) software FLUENT with standard k‐ε turbulent model was used. The CFD method was validated via comparing with the available experimental data.

Findings

It was found that both the highest temperature and the maximal heat flux through the wall on the hot‐gas side occurs about the throat region at the symmetrical center of the cooling channel. Owing to the strong curvature of the cooling channel geometry, the secondary flow reached its strongest level around the throat region. The typical values of pressure drop and temperature difference between the inlet and exit of cooling channel were 2.7 MPa and 67.38 K (standard case), respectively. Besides an optimal number of channels exist, and it is approximately 335, which can make the effect of heat transfer of cooling channels best with acceptable pressure drop. As a whole, the present study gives some useful information to the thermal design of liquid rocket engine thrust chamber.

Research limitations/implications

More detailed computation and optimization should be performed for the fluid flow and heat transfer of cooling channel.

Practical implications

A very useful optimization on heat transfer and fluid flow in cooling channel of liquid rocket engine thrust chamber.

Originality/value

This paper provides the performance of optimization on heat transfer and fluid flow in cooling channel of liquid rocket engine thrust chamber, which can make the effect of heat transfer of cooling channels best with acceptable pressure drop. As a whole, the present study gives some useful information to the thermal design of liquid rocket engine thrust chamber.
FEM simulation of non‐stationary incompressible viscous fluids
Authors: Tralli Aldo , Gaudenzi Paolo
Published: January 2007

Purpose

To present a numerical method for the solution of the unsteady incompressible Navier‐Stokes equations in a generic setting.

Design/methodology/approach

The equations are discretized in space by the finite element method, and in time by a semi‐implicit finite difference scheme, using a fractional‐step method to enforce incompressibility.

Findings

The presented results demonstrate the satisfactory accuracy of the method in the simulation of vortical flows in laminar regime and the stability of the solution in presence of a strong boundary layer.

Originality/value

The successful integration of the CFD into the industrial design depends on its capability to produce accurate and reliable simulations of real life applications. These considerations drive the development of the proposed method: it can be used in conjunction with finite elements of any order of accuracy, providing accurate and numerically stable results for complex flows. Moreover, the computational requirements are low when compared with other similar strategies.
Evaluation of liquefaction potential of soil deposits using artificial neural networks
Authors: Hanna Adel M. , Ural Derin , Saygili Gokhan
Published: January 2007

Purpose

In the literature, several empirical methods can be found to predict the occurrence of nonlinear soil liquefaction in soil layers. These methods are limited to the seismic conditions and the parameters used in developing the model. This paper seeks to present General Regression Neural Network (GRNN) model that addresses the collective knowledge built in simplified procedure.

Design/methodology/approach

The GRNN model incorporates the soil and seismic parameters of the region. It was developed in four phases; identification, collection, implementation, and verification. The data used consisted of 3,895 case records, mostly from the cone penetration test (CPT) results produced from the two major earthquakes that took place in Turkey and Taiwan in 1999. The case records were divided randomly into training, testing and validation datasets. Soil liquefaction decision in terms of seismic demand and seismic capacity is determined by the stress‐based method and strain‐based method, and further tested with the well‐known Chinese criteria.

Findings

The results produced by the proposed GRNN model explore effectively the complex relationship between the soil and seismic input parameters and further forecast the liquefaction potential with an overall success ratio of 94 percent. Liquefaction decisions were further validated by the SPT, confirming the viability of the SPT‐to‐CPT data conversion, which is the main limitation of most of the simplified methods.

Originality/value

The proposed GRNN model provides a viable tool to geotechnical engineers to predict seismic condition in sites susceptible to liquefaction. The model can be constantly updated when new data are available, which will improve its predictability.
Large deflections of laminated beams with interlayer slips
Authors: Krawczyk P. , Frey F. , Zieliński A.P.
Published: January 2007

Purpose

This paper aims to present development of a layer‐wise (LW) beam model for geometric nonlinear finite element analysis of laminated beams with partial layer interaction.

Design/methodology/approach

The model is built assuming first order shear deformation theory (FSDT) at layer level and moderate interlayer slips. LW kinematic, strain and stress fields are established in view of co‐rotational finite element formulation. Laminated beam equilibrium relations are developed in strong, weak and matrix form. A notion of interface shear stress is used to define layer interactions.

Findings

Through suitable choice of kinematic model the co‐rotational approach is shown to provide means of obtaining robust finite element formulation for geometric nonlinear analysis of laminated structures with interlayer slips.

Research limitations/implications

The proposed model is dedicated to geometric nonlinear finite element analysis of laminated beams undergoing large planar displacements, subject to small strains and moderate interlayer slips.

Originality/value

Novelty of the proposed approach is based on encompassing shear deformations in geometric nonlinear analysis of laminated beams with interlayer slips. Arbitrary number of layers is considered.
An overview of the first 21 years of research in the International Marketing Review, 1983‐2003
Authors: Malhotra Naresh K. , Wu Lan , Whitelock Jeryl
Published: January 2007

Purpose

The purpose of this article is to summarize the output and content of International Marketing Review (IMR) during its first 21 years.

Design/methodology/approach

The output of IMR is first analysed to measure its stability and maturity. The focus is then shifted to the content of articles published in IMR, followed by a detailed analysis of authorship.

Findings

In terms of output, IMR exhibits the characteristics of a stable and mature journal. Articles cover a wide range of topics within the international marketing domain. Authorship analysis reveals that the top contributors to IMR are also the top contributors to other high‐ranking marketing journals. IMR has become a leading journal in the field.

Practical implications

To maintain its competitive edge, IMR must continue to identify, define, and shape research developments in international marketing.

Originality/value

A first analysis of the content of the first 21 years of IMR.
International strategic alliance relationships within the foreign investment decision process
Authors: Robson Matthew J. , Katsikeas Constantine S.
Published: January 2007

Purpose

The purpose of this study is to develop and test a theoretical model of international strategic alliance (ISA) relationship development underpinned by the foreign investment decision process.

Design/methodology/approach

The conceptual model demonstrates an ISA investment decision process consisting of three ex ante formation aspects – parent firm top management's general attitude towards alliances, scope of parent's cooperation analysis for the focal alliance, and interfirm collaborative history – and two key ex post relational outcomes – parent's willingness to invest in the alliance business and satisfaction with the relationship. The theoretical propositions were tested among a sample of 94 ISAs using structural equation modelling.

Findings

The results show that top management attitude towards alliances is negatively associated with scope of cooperation analysis, but only where collaborative history exists. Scope of cooperation analysis, in turn, positively influences willingness to invest. And together these factors exert a positive influence on relationship satisfaction.

Originality/value

The ISA literature has devoted significant attention to partner characteristics important in venture formation, as well as to post‐formation partnership management issues. However, there is a dearth of empirical research explaining the role of venture formation aspects in influencing ISA relationship development and success. The study adds to the limited empirical research work on the role of venture formation aspects in influencing ISA relationship development and success. It provides new and detailed insights for business practitioners and academic researchers concerning the behavioural, decision process underlying ISA partnership progression.
The dynamics of global e‐commerce: an organizational ecology perspective
Authors: Javalgi Rajshekhar (Raj) G. , Todd Patricia R. , Scherer Robert F.
Published: January 2007

Purpose

A classical model of organizational ecology dynamics which is utilized to characterize an ecosystem called the internet is proposed and a parallel is drawn between the population ecology model and the current global e‐commerce environment.

Design/methodology/approach

Survivorship theory is applied to global e‐commerce. The Verhulst‐Pearl logistic equation can be used to describe the inhibition of growth within an ecosystem. The approach is to apply the Verhulst‐Pearl logistic equation to describe international growth dynamics of the internet.

Findings

When applying the Verhulst‐Pearl equation to the internet environment around the world, the number of domain names or host counts, the rate at which there is an increase or decrease in the number of domain names, and the availability of information technology infrastructure are all factors that are part of the equation. The model of population dynamics presented in our discussion lends itself to the description of the current pattern of growth within the internet environment.

Practical implications

The application of population ecology to international growth dynamics describes the long‐term survival and differentiation strategies that impact success. The next evolution of firms on the internet, which may be the ultimate survivors, should follow the path characterized as low cost producers with a focus on meeting the needs of the consumers on the internet. An ecological approach allows managers to ascertain the effectiveness of their organizations in the internet environment and accordingly devise strategies to embrace changes and challenges of the global environment.

Originality/value

The population ecology conceptual framework offers promise for a more sophisticated and methodologically rigorous approach to future investigations by both researchers and practitioners. The operationalization of the organizational ecology model for application to the internet is an extension of the literature.
Antecedents to internet‐based purchasing: a multinational study
Authors: Kuhlmeier David , Knight Gary
Published: January 2007

Purpose

In the growing field of electronic commerce there are various influences that can lead to online purchase decisions. An understanding of these influences can lead to greater electronic marketing effectiveness. The purpose of this article is to analyze and compare the effect of internet experience, proclivity of use, and perception of risk on the likelihood of purchasing online in three different countries.

Design/methodology/approach

The empirical study includes a survey‐based design in which responses to a questionnaire completed by 492 multinational consumers are analyzed in structural equations modeling using LISREL.

Findings

Results suggest a positive relationship between consumer usage and experience of the internet and the likelihood of making online purchases. There is further indication that the perceived risk of buying online has a negative effect on consumers' purchase likelihood. Moreover, perceived risk tends to partially mediate the relationships between internet usage and purchase likelihood, and between experience and purchase likelihood. Overall, results from a three‐country study indicate that extent of ongoing internet usage, long‐term experience, and perceived risk are important antecedents to purchasing goods via the internet.

Originality/value

In the growing field of electronic commerce there are various influences that can lead to online purchase decisions. The results suggest marketers should modify their e‐marketing strategies to address specific conditions in consumer behavior that arise at the cultural, socioeconomic, and other levels of individual countries. Differences in levels of experience in using the internet, proclivity to use the internet, and perceptions of risk regarding the internet, influence the likelihood to purchase goods online. Generally, managers should minimize the perception of risk that potential consumers feel online. Consumers in different countries process e‐commerce constructs differently, perhaps because of different rates of technology diffusion.
Has the medium (roast) become the message?
Authors: Low William , Davenport Eileen
Published: January 2007

Purpose

This paper examines the ethics of marketing both fair trade products and the movement's message of change, as fair trade shifts from a distribution system that relied on alternative distribution channels to one that is increasingly reliant on the commercial mainstream. The marketing of fair trade through mainstream commercial distribution channels has been the major success and the major challenge for the fair trade movement over the past decade.

Design/methodology/approach

A conceptual approach and discussion are taken.

Findings

First, we introduce the term “Clean‐wash” to describe a range of ways in which marketing fair trade through mainstream distribution channels creates opportunities for commercial businesses to appropriate and regulate the terrain. Second, the paper illustrates how mainstream marketing of fair trade has shifted the message of fair trade from participation in an international programme of trade reform to one about “shopping for a better world”. Finally, the paper explores a number of innovations the movement is using that protects the integrity of the principles of fair trade and sells both products and the message of change.

Research limitations/implications

Innovations discussed in the paper termed “the Alternative High Street”, see the merging of consumption with social action, and counter‐pose them with the mainstream idea of ethical consumerism. The concept of an Alternative High Street describes the fair trade movement's attempts to address the challenges and dangers of mainstreaming, and presents a way of thinking about the co‐creation of value between producers, retailers and consumers.

Originality/value

This paper will be of interest to marketing professionals and “values‐driven organisations”, providing a case study of how a seemingly highly successful brand marketing strategy may actually undermine the original ethical interest of a venture.
A cross‐cultural study of the role of religion in consumers' ethical positions
Authors: Cornwell Bettina , Chi Cui Charles , Mitchell Vince , Schlegelmilch Bodo , Dzulkiflee Anis , Chan Joseph
Published: January 2007

Purpose

Previous studies have looked at how socio‐economic and political factors play a role in consumers' ethical positions, but few have considered the role of religion which is a major driver of ethics. This paper seeks to address this.

Design/methodology/approach

From a survey of over 700 consumers this paper explores the similarities and differences between consumers' ethical positions in three different religions namely; Christian (from three countries), Islam, and Buddhism.

Findings

It was found that a reduced item scale measuring the two factors of Forsyth's idealism and relativism was applicable in all five religions, but variations were seen because of religious teachings. In particular, Austrian Christians were significantly less idealistic and relativistic than all other religions, even other Christians from the United States and Britain.

Research limitations/implications

The results have implications for measuring ethical positions internationally and for developing ethically based marketing messages and products.

Originality/value

The paper shows for the first time how ethical positions are affected by religions and should be of interest to marketers involved in ethics research and ethical marketing.
International green marketing
Authors: Gurău Călin , Ranchhod Ashok
Published: January 2007

Purpose

The market of ecological products is growing exponentially at global level, however, there are very few studies focused on the international marketing strategies of eco‐firms. Seeks to address the issues.

Design/methodology/approach

On the basis of the information collected during interviews conducted with six British and six Romanian eco‐firms with international activity, the main opportunities and challenges for international green marketing are identified and analysed.

Findings

The findings show important differences between the Romanian and the British firms, mainly determined by the level of development of their domestic market. The Romanian firms usually export ecological products using foreign agents, while the British firms sell internationally using their own brand name and attempting to control the foreign distribution channels. The similarity of the foreign market selection process applied by the UK eco‐firms has allowed the development of a tentative theoretical framework in the second part of the paper.

Originality/value

The paper provides insights into the issues surrounding the marketing of ecological products in the international marketplace.
The international e‐marketing framework (IEMF)
Authors: Krishnamurthy Sandeep , Singh Nitish
Published: January 2007

Purpose

International e‐marketing is emerging as an important area for marketers, as global online markets expand. This special issue is an attempt to encourage, showcase, and guide research in the area of international e‐marketing.

Design/methodology/approach

In the editorial, Introduces the international e‐marketing framework (IEMF) as a guiding template for future research in international e‐marketing.

Findings

The IEMF should help shape scholarly inquiry in the domain of international e‐marketing, classify current intellectual contributions in this area and delineate the gaps in the literature.

Originality/value

The editorial presents the IEMF and classifies various papers in this issue using this framework. Finally, concludes with several compelling research questions to motivate future research in this area.
International e‐marketing: opportunities and issues
Authors: Sheth Jagdish N. , Sharma Arun
Published: January 2007

Purpose

E‐marketing is growing at a dramatic pace and is significantly impacting customer and business market behaviors. As a result, most firms have started developing e‐marketing strategies for the web. However, the evolution and strategic direction of e‐marketing strategies in international environments has not been discussed and is the focus of this paper.

Design/methodology/approach

In this paper, the authors examine two issues based on extant literature and our previous research in this area. The authors discuss e‐marketing in an international context and develop a framework that will allow researchers and managers to understand the impact of country level effects on e‐marketing strategies. The paper proposes that the evolution of e‐marketing strategies is based on the countries infrastructure and marketing institutional development.

Findings

It is found that international e‐marketing strategies are fundamentally changing, and will continue to change, marketing thought and practice in international markets. The paper suggests that the e‐markets of tomorrow may have little resemblance to the markets of today.

Research limitations/implications

The paper suggests that additional conceptual and methodological research is required in this area. Propositions are derived that will provide directions for future research.

Practical implications

Firms need to better monitor their international environments to determine the type of strategy that they need to follow. The proposed strategies are – brick and click strategies, digitization, disintermediation, buying groups and alternative infrastructure, firm driven e‐marketing strategies, and corporate exchanges.

Originality/value

This paper is the first attempt to examine the relationship between a country's infrastructure, marketing institutions and the appropriate e‐marketing strategies.
An analysis of the factors affecting the adoption of electronic commerce by SMEs
Authors: Kaynak Erdener , Tatoglu Ekrem , Kula Veysel
Published: January 2007

Purpose

The study investigates the internet‐based electronic commerce (EC) adoption profile of small and medium‐sized enterprises (SMEs) in Turkey as well as the factors affecting their willingness to adopt EC usage.

Design/methodology/approach

EC adoption is measured by a composite index of the usage frequency of 14 EC application tools. The study draws on the data obtained from a sample of 237 manufacturing SMEs with internet connection.

Findings

In was discovered that EC adoption was significantly influenced by its perceived benefits. However, the perceived limitations of EC applications were found to have no statistically significant effect on EC adoption. The analysis also showed that company and industry‐specific factors, with the exception of amount of resources allocated for export development, did not appear to have any significant impact on EC adoption.

Research limitations/implications

More efforts have to be made to remove or at least mitigate the impediments to a SME's willingness to adopt EC. The results of this study show that the lack of legal regulations is cited as one of the most serious limitations of EC and hence EC is rarely used for payment purposes. One of the most vivid implications of internet‐based EC for SMEs is the potential for external communication and information gathering for market and product research.

Originality/value

This study is significant for two reasons. First, it presents new data and insights into the internet‐based EC adoption of SMEs. Second, this study focuses on a relatively unexplored research area in an emerging market – Turkish SMEs.
Mapping the mind of the mobile consumer across borders
Authors: Sugai Philip
Published: January 2007

Purpose

To define the similarities and differences in perceptions that mobile consumers in culturally distinct markets hold towards the mobile internet.

Design/methodology/approach

Using the Zaltman metaphor elicitation technique (ZMET), mental maps between consumers from Indonesia and Japan were developed and compared.

Findings

Results showed clear structural similarities between aggregate maps, while differences were found in experiential factors such as technical infrastructure or the underlying business model. The main barriers to widespread consumer adoption of the mobile internet were not found in cognitive structures unique to individual markets, but appeared instead to be caused by inefficiencies within the wireless ecosystem.

Research limitations/implications

These results identified factors from a number of pre‐existing theories relevant to the mobile platform, suggesting the need to develop a new, more inclusive theory of mobile consumer behavior. ZMET was also shown to be an effective comparative analysis tool applicable to cross‐cultural research.

Practical implications

Marketers can establish sustainable competitive advantage by effectively addressing the many negative aspects consumers raised about the MobileNet. Additionally, these results suggest that the mobile platform can serve as the foundation for truly co‐creative marketing initiatives.

Originality/value

This is the first paper to explore the cognitive structure and content of consumer perceptions of the mobile internet. This study was also the first to apply ZMET as a comparative tool, as well as the first to extend ZMET to include composite weights of construct dyads.
Sustainable competitive advantage of internet firms
Authors: Javalgi Rajshekhar (Raj) G. , Radulovich Lori P. , Pendleton Glenna , Scherer Robert F.
Published: January 2007

Purpose

At the core of an international marketing strategy is the internet firm's goal of building and sustaining a competitive advantage. The purpose of this paper is to present an integrative framework to explain the role that customer behavior and customer relationship management (CRM) play in developing a profitable, sustainable competitive advantage for internet companies.

Design/methodology/approach

The integrative framework utilizes existing theoretical concepts from the areas of strategy and internet marketing and develops a framework to provide firms with insights into how they can gain the competitive advantage.

Findings

This paper links global customer behavior to the firms' business value chain and provides guidelines for strategic implications. In this conceptual paper, it is discussed that understanding consumer decision‐making behavior on the web and managing these relationships are critically important to achieve a superior performance.

Research limitations/implications

This is not empirical research. A theoretical model is presented for future testing by researchers using statistical techniques such as structural equation modeling.

Practical implications

The framework provides managerial insights into building and sustaining a competitive advantage using a consumer‐centric approach, coupled with CRM technology on a global scale. Managerial value is derived by providing an understanding of the link between a sustainable competitive advantage, customer‐focused strategies, consumers' needs and wants, the firm's performance, and shareholder value.

Originality/value

It is important for global marketers to understand how consumer decision‐making on the web affects strategic and financial performance. This paper extends the current literature by integrating consumer decision behavior on the web, CRM, and the firms' performance. This framework explains the creation of a sustainable competitive advantage using customer‐focused strategies to develop customer loyalty for superior firm performance.
The influence of liability of foreignness on market entry strategies
Authors: Chen Haiyang , Griffith David A. , Hu Michael Y.
Published: January 2007

Purpose

The purpose of this study is to examine how liability of foreignness (LOF) influences multinational enterprises (MNEs) market entry strategy.

Design/methodology/approach

Building on the extant literature, this paper examines the influence of LOF on four MNE market entry strategies (i.e. market‐seeking, resource‐seeking, competitive advantage and control‐orientation) in a sample of 3,085 Sino‐foreign joint ventures formed in manufacturing sectors in China.

Findings

The findings indicate that LOF influences market entry strategies selected by MNEs. Specifically, MNEs from low LOF countries adopt resource‐seeking strategies and strategies to utilize their competitive advantages in labor‐intensive industries more than MNEs from high LOF countries, while investors from high LOF countries adopt market‐seeking and control‐oriented strategies to a greater degree than MNEs from low LOF countries.

Originality/value

This study provides new theoretical insights into LOF for academics as well as suggests the need for managers to explicitly incorporate LOF into market entry strategy decisions.
Internet banking: modelling the e‐competence of customers with a text‐analytic CIT approach
Authors: Mattsson Jan , Helmersson Helge
Published: January 2007

Purpose

The paper is aimed at modelling the e‐competence of internet bank customers with a new text‐analytic method.

Design/methodology/approach

A web survey using a critical incident technique approach (CIT) and follow‐up interviews was used to sequentially capture verbal accounts of the very first experience of users of a particular internet bank. Text analyses were carried out from the complete set of responses to the trigger questions to synthesise user accounts of these experiences.

Findings

These verbal syntheses (as modelled by a Pertex text‐analytic approach) are purported to illustrate e‐competence. A diverging pattern of e‐competency was found. One group of customers was able to handle the web site and the other group felt abandoned and was not able to adopt technology.

Research limitations/implications

The study comprised a limited sample of Danish first‐time internet bank customers. Therefore, generalisations should not be drawn as to the competencies of bank customers. Further research could encompass much larger and broader samples and be focused on a particular internet function or e‐service.

Practical implications

Findings suggest that some customer groups may have difficulties in applying new technology and that these groups may have special needs of support in the start‐up period.

Originality/value

The value of the paper is that it illustrates a new kind of text analysis that can summarise divergent texts and thereby distinguish between different kinds of user competence in a meaningful way.
A comparison of service quality in the banking industry
Authors: Arasli Huseyin , Turan Katircioglu Salih , Mehtap‐Smadi Salime
Published: January 2007

Purpose

To analyze and compare service quality in the commercial banking sector of a small island economy – Cyprus and to investigate the relationship between overall bank customer satisfaction in the Turkish‐ and Greek‐speaking areas of Cyprus and positive word‐of‐mouth about their banks.

Design/methodology/approach

A total of 268 commercial bank customers responded to a Greek and Turkish translated version of the SERVQUAL instrument. After descriptive and factor analysis, multivariate regression was used to estimate the impact of service quality dimensions on overall customer satisfaction and word of mouth.

Findings

The responsiveness dimension failed to load and thus the SERVQUAL scale proved to be of a four‐dimensional structure in this study. Research results revealed that the expectations of bank customers in both areas were not met and that the largest gap was found in the empathy dimension. The assurance dimension had the largest influence on customer satisfaction and overall satisfaction of bank customers in both areas of Cyprus had a positive effect on their word‐of‐mouth.

Research limitations/implications

There were some difficulties in conducting interviews in the Greek‐speaking area of Cyprus and this may have limited the potential sample size. Future research could test the generalizability of findings in other small island economies and look at how the service is delivered by frontline employees.

Practical implications

Helps banks in both areas of Cyprus to redefine their corporate image to one that is customer‐focused and driven by service quality. Findings are also significant for the Turkish‐speaking area which is not at the same level of economic development as its neighbours in the south and needs to restructure its banking system before accession to the EU.

Originality/value

This study investigates service quality in a small island economy. There is disparity in the banking sector of a divided Cyprus, where banks in the South have undergone significant restructuring before EU accession and banks in the North are affected by the economic crisis and need to restructure if they want to join the EU.
Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction
Authors: Oly Ndubisi Nelson , Kok Wah Chan
Published: January 2007

Purpose

This research seeks to empirically evaluate the influence of the underpinnings of relationship marketing on the perceived quality of bank‐customer relationship, and on customer satisfaction in the Malaysian banking sector.

Design/methodology/approach

A field survey of bank customers in Malaysia was conducted using a questionnaire. The data were factor‐analysed to determine the key dimensions of RM. The resulting dimensions were applied in the subsequent discriminant analyses conducted to determine which factors discriminate between customers on the basis of perceived bank‐customer relationship quality and customer satisfaction.

Findings

The results show that five key dimensions, namely: competence, communication, conflict handling, trust, and relationship quality, discriminate between customers in terms of perceived relationship quality and customer satisfaction. Moreover, overall bank‐customer relationship quality discriminates between satisfied customers and those who are not.

Research limitations/implications

This study was conducted in a bank setting, and may not be generalised in other industries. It has also not considered the impact of the relationship management underpinnings on customer loyalty. However, by employing these constructs, and replicating this study in other industries, researchers would be able to unveil the factors that discriminate between loyal customers and those who are not, and also produce more generic results.

Practical implications

Findings suggest that banks can create customer satisfaction by exhibiting trustworthy behaviour, showing genuine commitment to service, communicating information to customers efficiently and accurately, delivering services competently, handling potential and manifest conflicts skilfully, and improving overall customer relationship quality.

Originality/value

Interest in the subjects of relationship marketing and customer satisfaction has been growing among marketing researchers and practitioners. This study adds value by unveiling the key antecedents of relationship quality and customer satisfaction (using the relationship management approach) that can be used in customer relationship management. Customer relationship management itself enables organisations to leverage on privileged information gained through closeness to customers.
Pensions and retirement savings: cluster analysis of consumer behaviour and attitudes
Authors: Gough Orla , Sozou Peter D.
Published: January 2007

Purpose

The aim of this article is to obtain a better understanding of people's motivation and behaviour with respect to provision for their retirement.

Design/methodology/approach

This study examines variation in behaviour and attitudes towards pensions and retirement saving among consumers of financial service products, using data from a questionnaire survey.

Findings

A cluster analysis indicates that consumers can be divided into six clusters, with distinctive demographic, economic, behavioural and attitudinal traits for each cluster. Of particular interest is the finding that members of two of the clusters reported a general tendency to be in debt in the short term, whilst at the same time putting money away for retirement through either a company pension or voluntary regular saving.

Research limitations/implications

The data set is composed of people who enquired about products offered by the financial services industry. This makes the findings by definition relevant to marketing pensions and retirement savings products to this set of people. It is not clear to what extent they apply to the population as a whole; this would be a useful further study.

Originality/value

The key contribution of this study is that the identification of target groups could ultimately lead to enhanced abilities for pension providers to develop customised pension and saving products for those groups.
Consumer attributes and the UK market for private medical insurance
Authors: Taylor Andrew J. , Ward Damian R.
Published: January 2007

Purpose

This paper seeks to investigate the determinants of private medical insurance (PMI) consumption in the UK.

Design/methodology/approach

A unique combination of panel data estimators, reduced from equations and instrumental variables, applied to six waves of the British Household Panel Survey, 1996‐2002.

Findings

Results from previous studies are compromised by their failure to use appropriate estimation techniques. Furthermore, a clear distinction between being covered by PMI, having purchased PMI; and having an employer provide PMI is important.

Research limitations/implications

Controlling for endogenous variables, such as income and the use of panel data estimators, should be a necessary research method in this area.

Practical implications

This study provides a robust analysis of the determinants of PMI consumption in the UK, enabling product providers to identify and target potential customers in different segments of the PMI market.

Originality/value

This paper breaks new ground in concluding with confidence that age, experience of the NHS in the past years and the belief that the NHS is poor quality, are positive influences on PMI uptake
Customers' perception of electronic service delivery in the UK retail banking sector
Authors: Ibrahim Essam E. , Joseph Matthew , Ibeh Kevin I.N.
Published: January 2007

Purpose

This study aims to explore the key factors of the electronic service quality (e‐SQ) perceptions of UK banking customers and to evaluate the customers’ perceptions of their banks’ actual performance on the identified e‐SQ dimensions.

Design/methodology/approach

A survey has been used to collect primary data and 135 usable questionnaires were used in the analysis. Questionnaire items were developed through a two‐stage process involving a review of the main measurement scales employed in previous studies and two focus group interviews to identify a series of attributes for assessing electronic banking service quality. Factor analysis procedure was employed to identify the underlying structure among the explored e‐SQ attributes.

Findings

Exploratory factor analysis uncovered six composite dimensions of electronic service quality, including the provision of convenient/accurate electronic banking operations; the accessibility and reliability of service provision; good queue management; service personalisation; the provision of friendly and responsive customer service; and the provision of targeted customer service. Further analysis using importance‐performance analysis revealed that the UK customers’ perceptions of their bank actual performance on these revealed that e‐SQ dimensions were largely modest.

Research limitations/implications

Generally relate to the one industry focus, the exploratory factor analysis employed, and the rather generalized view of electronic banking adopted. Future research should aim to improve on these by replicating the study in multi‐industry settings, assessing the stability of the revealed factor structure, and examining whether particular e‐SQ factors vary in importance across different technology types.

Originality/value

This study has drawn on a sample of 135 UK retail banking customers in exploring the key dimensions of the relatively new electronic service quality (e‐SQ) construct, and evaluating how the survey respondents perceive their respective banks' performance on those critically regarded e‐SQ dimensions.
Correlates of customer loyalty to their bank: a case study in Nigeria
Authors: Osayawe Ehigie Benjamin
Published: January 2007

Purpose

This paper seeks to examine how customer expectations, perceived service quality and satisfaction predict loyalty among bank customers in Nigeria.

Design/methodology/approach

A survey research was conducted that included qualitative technique to explore customers' expectations from bank services on the basis of which measurement scales were developed to measure the variables of the study. Respondents for the qualitative research include 18 participants for focus group discussions and 24 for in‐depth interview; they were operators of savings, current, and electronic bank accounts. The quantitative research had 247 bank customers who responded to questionnaire items that measured the research variables.

Findings

A hierarchical regression analysis carried out revealed that perception of service quality and satisfaction are significant predictors of customer loyalty, with customer satisfaction contributing more.

Research limitations/implications

It is implied that management of banks in Nigeria should intermittently conduct market survey to identify the desires of their customers and attempt at satisfying their customers.

Practical implications

Management of Nigerian banks could design appropriate marketing strategies towards achieving customer satisfaction and this would culminate in enhanced customer loyalty.

Originality/value

The paper improves the external validity of similar findings in the West and demonstrates the generalizability of service quality perception and customer satisfaction as predictors of customer loyalty.
A model of quality management self‐assessment: an exploratory research
Authors: Balbaster Benavent F. , Cruz Ros S. , Moreno‐Luzon M.
Published: January 2007

Purpose

Continuous improvement is a primary principle in total quality management. It is applied to all aspects of the organisation including products, processes, and even the management of the firm. In this context, quality management self‐assessment is a useful tool for fostering the continuous improvement of the whole company, comparing its activities and results with an excellence model. However, little is known about the variables and relationships underlying self‐assessment application. This paper tries to shed light on this topic.

Design/methodology/approach

The methodology is an exploratory case study. Three Spanish organisations with a broad experience in self‐assessment application are analysed.

Findings

A model of self‐assessment application – containing variables and relationships among variables is proposed. Thus, the establishment of a holistic or systemic self‐assessment model where all the variables linked to self‐assessment employment are analytically and explicitly interrelated becomes the fundamental contribution of the research presented here.

Research limitations/implications

This framework may constitute a starting point for subsequent academic research in this area.

Practical implications

The framework may also constitute a practical guide for managers interested in the use of self‐assessment technique.

Originality/value

Provides information on self‐assessment in a continuous improvement context.