bluuebunny/crossref_metadata_2025 huggingface dataset:
Toughened epoxy with amine functional aniline formaldehyde condensate (AFAFC)
Authors: Maity T. , Samanta B.C. , Dalai S. , Banthia A.K.
Published: June 2006

Purpose

To evaluate the improvement of mechanical and thermal properties of cured epoxy modified with amine functional aniline formaldehyde condensate (AFAFC) along with the optimum result of modified epoxy.

Design/methodology/approach

For effective toughening, different compositions were made by adding various concentration of AFAFC to epoxy. The impact, adhesive, tensile and flexural strengths of the modified and the unmodified epoxy were characterized by dynamic mechanical analysis. Thermo gravimetric of modified epoxy was also reported.

Findings

The modification of epoxy resin using AFAFC showed significant enhancement of mechanical strength over unmodified epoxy. The reason behind this is that in the initial stage of cure the AFAFC are miscible with the epoxy and form a homogeneous solution. This good mixing promotes the chemical reaction and network formation. During the curing process, as the molecular weight increases, the component separates with in the reaction medium to form a second dispersed phase.

Research limitations/implications

The toughening agent AFAFC have been synthesized by using aniline and formaldehyde. Besides this, by changing the amine and aldehyde, another toughening agent could be synthesized and the efficiency of modification of epoxy resin using these could also be studied.

Originality/value

AFAFC modified epoxy could be used in the field of coating, casting, adhesives, potting and encapsulation of semiconductor devices.
Study of thermal behaviour of lac resin using specular reflectance spectroscopy
Authors: Bhatia D. , Sarkar P.C. , Alam M.
Published: June 2006

Purpose

To determine molecular level changes occurring in lac resin, due to the effect of thermal stress at different levels of temperature and baking times.

Design/methodology/approach

Films of lac resin were applied on tin panels and baked at 100 and 200°C for different time intervals. The baked films were examined by specular reflectance spectroscopy, as they were otherwise difficult to examine through conventional IR techniques, using KBr pellet method. The results obtained were compared and correlated with work reported by earlier authors using wet chemical methods.

Findings

No significant spectroscopic change was observed on heating lac resin films at 100°C for different time intervals, as compared to air‐dried (parent) lac films. However, it was observed that when the films were baked at 200°C, the spectroscopic data indicated anhydride formation in the oligomers, due to heating effects.

Research limitations/implications

Chemical researches on lac resin have been typically limited by lack of modern tools, due to the difficult and unique nature of the material. The present method to determine molecular level changes in lac due to heating effects, using state‐of‐art instrumentation and computational technique opens a new vista in this field of research.

Practical implications

Lac resin still has a significant place in the surface coating industry, typically in food applications, insulating vanishes, etc. The results obtained indicate that lac‐based baking compositions, when baked at 200°C, exhibit improved characteristics, in terms of adhesion, scratch hardness and even acid resistance. Such an improvement can be attributed unequivocally to the formation of anhydride linkage as evident from spectroscopic data.

Originality/value

As of now, there is no report of specular reflectance data on lac resin and its derivatives. This paper represents the first attempt to obtain and correlate reflectance data on lac. It also highlights the convenience of the method and the scope of sophisticated data analysis, using computational methods.
Older adults' perceptions and understanding of direct‐to‐consumer advertising
Authors: Jones Sandra C. , Mullan Judy
Published: June 2006

Purpose

This paper aims to investigate older consumers' perceptions of the effects of direct‐to‐consumer advertising (DTCA), their views on the amount and type of information that should be provided, and their understanding of information typically contained.

Design/methodology/approach

Participants were 97 adult members of a social/education group, aged 55 to 87, who completed a questionnaire during the group's usual weekly meeting. There were four versions of the questionnaire; two types of medication (arthritis versus diabetes) and two ad formats (short versus long).

Findings

There was little difference between the versions in the accuracy of participants' recall of key pieces of information, suggesting that providing additional information may convey little additional benefit. Participants reported limited perceived benefits of DTCA, and expressed concern that DTCA may cause people to ask their doctor for inappropriate medicines, rely more on medicines to solve their health, and become more confused.

Practical implications

This study suggests that there is a need to consider consumers' perceptions of benefits and costs of DTCA when deciding whether to introduce it (e.g. in Australia) or remove it (e.g. New Zealand). Further, at least for older consumers, providing large quantities of information may increase cognitive demands without producing additional benefits.

Originality/value

The majority of previous studies of DTCA have used either student samples (with manipulated salience of information) or general population surveys. This study utilised a sample of older adults, including 55 per cent with arthritis and 13 per cent with diabetes. Further, as this study used US ads with an Australian population, one can be confident that participants' knowledge of the medications was purely from the ads read and not from previous exposure.
The butterfly effect: estimating “faux‐new” customers
Authors: Schumacher Norbert
Published: June 2006

Purpose

This paper sets out to explore how the principles developed by Sir Ronald Aylmer Fisher, FRS (1890‐1962), a gifted British evolutionary biologist, geneticist and statistician, can be applied in today's retail environment to estimate new customers becoming visible through your loyalty or database marketing program – customers whom we like to call “faux‐new” customers. Here, we have used the word “faux” to mean “fake” or “false” – customers who look new in the next month (because we did not observe them in the first month), but are indeed customers (because they made a purchase before the first month, a month for which we do not have data). That is, there are “faux‐new” customers and “actual‐new” customers whom we will observe in the second month.

Design/methodology/approach

The paper uses data and statistics from numerous loyalty‐marketing programs to support its conclusions. It investigates a technique discussed by R.A. Fisher in counting species and applies the technique toward counting customers. It showcases the Poisson distribution assumption in modeling customer frequency of purchases.

Findings

The study found the technique to be robust against a large real‐world data set: the technique was predictive despite some dubious assumptions.

Practical implications

When statisticians and marketers attempt to estimate new customer growth rates, they must be careful. It is tempting to estimate the monthly growth in your customer base by observing the number of customers in July, and then observe the number of “new” customers in August. In this case, however, the results would be overestimated. Many customers who transacted in August but not in July are not actually “new” customers – they are “faux‐new” customers. They could very well have transacted in April (assuming that one does not have the luxury of observing months before July). To estimate the actual number of new customers, it is necessary first to need to strip out the number of customers that were estimated “zero‐purchase,” or “faux‐new,” customers in July.

Originality/value

This paper explores innovative statistical techniques for marketers and business analysts who estimate customer growth based on multiple periods of customer transactions.
Supporting children and teens after school: a library approach
Authors: Cassell Kay A. , Walther James H.
Published: June 2006

Purpose

To report on New York Public Library's implementation of the Learning in Libraries initiative, which has the goal of serving New York City's children and teens more effectively.

Design/methodology/approach

Breaks the initiative down into phases, describing each phase with its goals and outcomes. Includes descriptions of what was needed for the project, and how initiatives were vetted for implementation.

Findings

Overall, youth participation at the library increased between 4 and 15 percent, with the number of books read increasing between 1 and 34 percent. The greatest increase in participation was with teens, who had not been included in previous outreach initiatives.

Originality/value

Documents the process of developing a new library initiative and implementing it system‐wide.
Advancement 101: beginning a program at an American research library
Authors: Galyean Thomas W.
Published: June 2006

Purpose

The purpose of this article is to share the experience the University of Texas Library gained in starting up its development program.

Design/methodology/approach

Using the examples learned at the University of Texas Library, an outline is presented in how one academic library successfully began a development program.

Findings

The academic enterprise of the University of Texas Libraries appeared strong based on its national rankings and the relationships built and stewarded between the heads of each branch library and the colleges they serve. Weaknesses and threats included a tiny portfolio of individual giving prospects and no primary management of corporate or foundation prospects. Beginning the advancement program meant establishing a prominent advisory council, launching a public affairs campaign, and crafting a comprehensive advancement plan for the benefit of all branches of the University of Texas Libraries.

Originality/value

The key to realizing early success is careful planning, building good relationships with the university's central development office and colleagues across campus, and working in the context of a compelling vision set by the leadership at the top of the organization.
A comparison of level of discrimination directed at academic staff in a Turkish and an Azerbaijani university
Authors: Halici Ali , Kasimoglu Murat
Published: June 2006

Purpose

The aim of this study is to understand the level of discrimination against academic staff in a Turkish and an Azerbaijani university. This research is the last stage of a four‐stage study.

Design/methodology/approach

In the first part of the study, the areas of discrimination in universities were determined using approaches related to general discrimination mentioned in the literature. In the second part, a survey was developed to measure the areas of discrimination determined by ethnographic research. In the course of the third part of the study, the discrimination level directed at academic staff in higher education in Turkey was determined. In this last part of the research, the discrimination level in Azerbaijan is analyzed and compared with the results gathered in Turkey. In order to increase the rate of reply to the survey questions, a web page was included in the Baskent University web site (see www.baskent.edu.tr/ ∼ anket) which targeted people were asked to reply to. A total of 220 instructors – 98 of whom were Turkish and 122 Azerbaijani – replied to the survey.

Findings

For each factor, the averages of academic staff were obtained, the difference between averages was determined, and the significance of the differences between averages was tested. Although the results show that Azerbaijani instructors face more discrimination, the average response of Turkish instructors is not low and should not be ignored.

Originality/value

The basic problems that instructors come across occur because of a lack of professional management principles and the classical characteristics of the organizational structure.
Strategies for the cooperation of educational institutions and companies in mechanical engineering
Authors: Kettunen Juha
Published: June 2006

Purpose

The purpose of this study is to analyse the strategic planning of the Centre for Mechanical Engineering, which is a joint venture of educational institutions and companies in Southwest Finland.

Design/methodology/approach

The paper presents the strategies of focus and cost efficiency and how the selected strategies can be adjusted according to the Centre's place in its life cycle. The initial phase of the Centre emphasises the importance of a growth strategy.

Findings

The strategies are described using the balanced scorecard approach, which allows organisations to articulate and communicate their strategies to their employees and stakeholders.

Originality/value

This study contributes to the knowledge and practice of implementing strategies in higher education. An example is presented of how strategy can be described using a strategy map.
Quality performance assessment as a source of motivation for lecturers
Authors: Andreu R. , Canós L. , de Juana S. , Manresa E. , Rienda L. , Tarí J.J.
Published: June 2006

Purpose

The purpose of this paper is to present findings derived from research work carried out by a team of six university lecturers who are members of a teaching quality improvement network. The aim is to increase the motivation of the lecturers involved, so that better performance can be achieved, and the teaching‐learning process enriched.

Design/methodology/approach

Three complementary performance measures are used: students' active participation; lecturers' personal reflections; and lecturer peer‐to‐peer assessment.

Findings

These tools have provided the teaching staff with information about their strengths and weaknesses, as a consequence of which they have learned to deploy their skills inside the classroom and prepare their subjects more effectively. In this way, it is shown that the public teaching system can assess the potential of its human resources, and increase their motivation.

Originality/value

From an institutional point of view, performance quality assessment practices can also help to design training and development programmes that adapt the individual needs identified to the educational goals of today's universities.
The customer concept in welfare administration: front‐line views in Jobcentre Plus
Authors: Rosenthal Patrice , Peccei Riccardo
Published: June 2006

Purpose

Aims to analyse the reactions of front‐line staff to the use of the “customer” label in Jobcentre Plus, the new agency charged with structural and cultural reform of benefit administration in the UK and to highlight some key challenges and possibilities faced by “new public management” reformers in attempts to re‐present recipients of public services as customers.

Design/methodology/approach

Data are drawn from semi‐structured interviews with 39 front‐line workers in 14 public offices, conducted as part of the second phase of a study on staff perceptions of the Jobcentre Plus reform.

Findings

The majority of those interviewed reported awareness of and agreement with the customer label. More substantive views point to the ambiguous and shifting meanings applied by public sector workers to the customer roleper se, and to its complex and multifaceted application to the Jobcentre Plus context.

Research limitations/implications

Provides a systematic account of front‐line workers' attitudinal reactions to the incursion of the customer concept. However, the impact on users of the system is a question for further research.

Practical implications

Identifies a set of possibilities and challenges inherent in attempts to manage relevant cultural change amongst the front‐line of public service provision.

Originality/value

Provides a systematic account of the views of front‐line workers to the customerisation of public service provision, an issue of interest both to researchers and to practitioners.
Why public sector reform does not transform
Authors: Jones Glyn
Published: June 2006

Purpose

The paper proposes to look at the transformational strategies undertaken in relation to the 1989‐1997 French administrative reform process and to examine their impact on the ministerial field services through using Burgelman's “model of the interaction of strategic behaviour, corporate context and the concept of strategy”.

Design/methodology/approach

Empirical research was carried out in a field service of the French Education Ministry with the presentation of the findings being structured around Burgelman's criteria for autonomous strategic behaviour. These criteria – operational slack, project champion, circumvention of the structural context and organisational champion – provided a mechanism to assess whether operational and institutional factors at field service level impeded or facilitated moves towards a more managerial logic of appropriateness as envisaged by the reform programmes during this period.

Findings

The explanatory insights of Burgelman's model show how the resilience of traditional institutional features minimised the transformational impact of the reforms.

Research limitations/implications

Burgelman's model is able to facilitate a greater understanding of the 1989‐1997 French administrative reform process through identifying those conditions conducive to micro‐organisational actors exercising greater autonomy in their operational management. In this way, the organisational dynamics that constrained the transformational impact of the reforms could be highlighted and an explanation provided of why the respective reform programmes had minimal effect at field service level.

Originality/value

The paper will be of relevance to those interested in the effect of the new public management agenda on national administrations in Europe and the applicability of private sector models in affording explanatory insights into such processes of change.
Testing performance
Authors: McGill Ronald
Published: June 2006

Purpose

The purpose of the paper is to outline a practical perspective for testing performance in the process of institutional reform in developing countries.

Design/methodology/approach

The test is presented from a donor's perspective. The paper does so by introducing a framework for testing the sustainability, impact and replication of reforms, to achieve local development. These areas of performance are set against the institutional development agenda of structures, processes and contextual reforms. The test goes on to highlight the sustainable outcomes and institutional consolidation of such reforms. This is considered at community, local and central government levels.

Findings

Testing performance is an important part of United Nations Capital Development Fund (UNCDF) practice. Its current concerns for sustainability and policy impact are being enhanced by a more explicit connection between institutional reform, through decentralisation, and poverty impact.

Practical implications

The concepts outlined are designed to be of application to a donor concerned with seeking to achieve decentralisation through local development initiatives. The paper's value is as a reflection of current UNCDF policy experiments in the least developed countries (LDCs). These experiments are designed to enrich its practice and influence its partners in the field.

Originality/value

There are few normative frameworks for testing performance on institutional reform. This test is particularly acute in the LDCs, the primary focus for UNCDF work. This technical paper is an attempt to develop a framework to allow donors to test their own work concerning institutional reform, particularly at the local government level.
Quality improvement in governmental services
Authors: Edvardsson Bo , Enquist Bo
Published: June 2006

Purpose

The purpose of this paper is to explore the role of change pressure exerted by the “market” on governmental services in quality improvement processes. Two research questions are investigated. How can the role of external pressure exerted by customers and users, for quality improvement, be described and understood in governmental services? How can we understand the internal response (to external pressure exerted by customers and users, for change and quality improvement) as a strategic and cultural process?

Design/methodology/approach

This study focuses on two main levels: the operational level, where we analyse how the service offerings (or concepts) are designed to meet the needs (and changing needs) of the customers/citizens, the design of the service process, and the formation of the service system in terms of resources, organisational structure and culture; and the strategic level, where we analyse the interdependence between service strategy and service culture. Three cases originating from governmental services in Sweden form the empirical basis for the study.

Findings

First, the service concept must be in line with, and match, the target group to be served. If there is a gap the organisation will have an inherent quality problem. The second lesson is that the service process must be understood and accepted by both the employees and the users/customers. The results show that a lack of flexibility is a common reason behind quality problems. Involving customers more is one way of designing more flexibility. The third lesson is that the service system is also a question of the norms and values forming the basis for a service culture that supports the service process.

Research limitations/implications

The article is based on just three cases from one country. More case studies are needed, and in different cultural contexts.

Practical implications

The pressure for change exerted in governmental organisations is not very different when compared to commercial service companies. Customers are most often the same people, with the same – or similar – needs, expectations and requirements. Quality is assessed in more or less the same way. The differences seem to surface when we take into consideration how external changes exert pressure for change within the organisation, and in the design and delivery of governmental services.

Originality/value

This article contributes to a theoretical point of departure for describing and analysing service quality improvement in a dynamic perspective, where both the key aspects of service strategy and service culture are taken into consideration. The empirical study shows that the framework is useful and produces fruitful empirical findings.
The effects of total quality management practices on employees' work‐related attitudes
Authors: Karia Noorliza , Hasmi Abu Hassan Asaari Muhammad
Published: June 2006

Purpose

The purpose of this paper is to examine the impact of total quality management (TQM) practices on employees' work‐related attitudes, such as job involvement, job satisfaction, career satisfaction, and organizational commitment.

Design/methodology/approach

The paper proposes and tests 16 hypotheses on the relationship between TQM practices and work‐related attitude.

Findings

The results indicate that training and education have a significant positive effect on job involvement, job satisfaction, and organizational commitment. Empowerment and teamwork significantly enhance job involvement, job satisfaction, career satisfaction, and organizational commitment. Continuous improvement and problem prevention significantly enhance job satisfaction and organizational commitment. Customer focus does not contribute to job involvement, job satisfaction, career satisfaction, or organizational commitment.

Research limitations/implications

The study was unable to evaluate the wider dimensions of TQM practices.

Practical implications

Managers should be aware that TQM practices have a positive effect on employees' work‐related attitudes (such as job involvement, job satisfaction, career satisfaction, and organizational commitment).

Originality/value

The paper focuses on TQM in practice, rather than on TQM in theory and/or TQM as organizational change.
A longitudinal study of the ISO 9000 (1994) series' contribution towards TQM in Greek industry
Authors: Gotzamani Katerina D. , Theodorakioglou Ypatia D. , Tsiotras George D.
Published: June 2006

Purpose

The purpose of this paper is to identify the effect of time on ISO 9000's contribution to total quality management and performance improvement.

Design/methodology/approach

Initial empirical research was conducted in Greek certified companies to evaluate their motives for certification and the benefits gained from it across eight basic total quality management (TQM) categories. The results of the survey verify the hypothesis that ISO 9000 certification can serve as a good first step towards TQM, since performance improvement is statistically significant in all TQM‐related issues. However, in order for ISO 9000 certification to serve as a good first step towards TQM, performance improvement should continue to grow even after certification. For this reason, a second survey was carried out in the same companies after a three‐year period.

Findings

The results prove that although the standard's implementation helps companies to achieve an initial improvement in their quality performance, it cannot guarantee that this improvement will continue after certification.

Research limitations/implications

Future research should focus on the contribution of the new ISO 9000:2000 series and its ability to re‐boost performance improvement in certified organisations.

Practical implications

The paper shows that ISO 9000 certification can be used as the “first” but not the “last” step towards quality improvement. Although the standard's implementation helps companies to achieve an initial improvement in their quality performance, it cannot guarantee that this improvement continues after certification.

Originality/value

The paper provides a longitudinal study of ISO 9000's contribution to TQM and operational performance improvement.
Obstacles to the creation of attractive quality
Authors: Lilja Johan , Wiklund Håkan
Published: June 2006

Purpose

The purpose of the paper is to contribute to the solution, and understanding, of the current lack of activity concerning the development of practices, such as engineering methods, for the creation of attractive quality. The current situation is clearly problematic given the important positive effects assigned to attractive quality in the literature.

Design/methodology/approach

First, different descriptions of attractive quality are examined in order to determine whether there is a common understanding of the concept. Second, the ability to manage attractive quality creation in accordance to a proactive ideal is approached by an examination of the current ability to predict the occurrence of attractive quality.

Findings

Two obstacles that currently hinder the development of practices for attractive quality creation are identified. The first obstacle is the diversity of meanings given to the concept of attractive quality, resulting in confusion about what to obtain. The second obstacle identified is the current lack of valid explanations to the occurrence of attractive quality, resulting in an inability to develop proactive practices.

Practical implications

The practical implications of bringing attention to, and overcoming, the two obstacles identified will potentially be substantial. A common attractive quality concept and valid explanations to the occurrence of attractive quality will constitute an essential base for the successful development of practices, such as engineering methods, for attractive quality creation.

Originality/value

The paper contributes via the identification of two critical areas in need of intensified attention and future research in order to facilitate the sought‐after development of practices for the creation of attractive quality.
Conversations toward effective implementation of information communication technologies in Australian schools
Authors: Robertson Margaret , Grady Neville , Fluck Andrew , Webb Ivan
Published: June 2006

Purpose

To outline the emerging imperative for the integration of ICT into schools and to locate such integration within broad notions of governance and effective implementation.

Design/methodology/approach

Using a flexible interview structure, conversations concerning ICT integration into schools were held with 65 school‐based personnel in 50 Tasmanian schools.

Findings

Coding analysis of conversations enabled 14 themes to be identified; for example: “The use of ICT involves partnerships between people”, “ICT is more or less integrated into the classroom curriculum and is more or less entwined in the various pedagogies employed by teachers”, and “ICT ‘champions’ or ‘heroes’ are recognised more or less in schools”. Many of the themes focus on issues of governance. A number of strong correlations were found to exist between the themes. Few differences were found to exist within the data in regard to four criteria, namely: whether the school was in the Catholic sector or the Department of Education; the urban‐rural location of the school; the size of the school in terms of student enrolment numbers; and the role of the participant (Principal, Assistant Principal, Teacher, ICT Co‐ordinator, Technician). Concludes that there is likely to be considerable agreement about the content of such conversations in schools and that they are likely to be concerned with people and processes rather than with ICT technology/software/hardware and the like per se.

Practical implications

Provides guidance to school leaders and others regarding effective implementation of ICT into schools.

Originality/value

It is expected that the schools taking part in this project will move towards implementing ICT with considerable success and it is hoped that this can be applied to Tasmanian schools in general.
Knaves or knights, pawns or queens?
Authors: Dollery Brian , Murray David , Crase Lin
Published: June 2006

Purpose

To invoke Julian Le Grand's conceptual model of the interaction between human motivation and policy formulation in order to explain how motivational endogeneity in the university environment has distorted policy outcomes in the Australian higher education reform program.

Design/methodology/approach

Le Grand contends that changes in the perception of policy makers of both motivation and agency in the public sector have transformed public sector reform programs in the past two decades. However, because producers and consumers of public services react vigorously to different policy presumptions of their behaviour, a problem of endogeneity arises that may distort the intended outcomes of reform processes. This conceptual framework is applied to higher education reform in Australia from the so‐called Dawkins reform program in the late 1980s onwards.

Findings

Argues that the Le Grand model can shed light on the changes in Australian higher education that have occurred as a consequence of the ongoing reform process and account for at least some of the unintended negative consequences of the reforms.

Originality/value

The paper represents the first application of the Le Grand model to higher education reform.
Decomposing the value of department store shopping into utilitarian, hedonic and social dimensions
Authors: Rintamäki Timo , Kanto Antti , Kuusela Hannu , Spence Mark T.
Published: June 2006

Purpose

The purpose of this paper is to decompose total customer value as perceived by department store shoppers into utilitarian, hedonic and social dimensions, and empirically test this conceptualization in a Finnish department store shopping context.

Design/methodology/approach

Data were collected by a questionnaire administered over three days at a department store that generates the second largest turnover in Finland. A total of 364 shoppers completed the questionnaire.

Findings

Empirical evidence supports our tripartite conceptualization of total customer value. In particular, social value is an independent construct. Further, social value varies by day‐of‐week, with a significant increase on Saturday (versus weekdays) when the store is more crowded, whereas no such differences in utilitarian and hedonic values were detected.

Originality/value

The principal contribution is a tripartite conceptualization of total customer value that incorporates utilitarian, social and hedonic value dimensions in a department store shopping context. Individually these dimensions are all well rooted in streams of consumer behavior literature, albeit mostly at the product or brand, not the store, level. Increasing our understanding of these softer aspects of shopping, particularly the social dimension, is important because they represent possible differentiating factors in the highly competitive and often commoditized retail markets.
Social cues in the store environment and their impact on store image
Authors: Hu Haiyan , Jasper Cynthia R.
Published: June 2006

Purpose

The purpose of this study is to examine the roles that social cues play in affecting patronage behavior and how consumer susceptibility to interpersonal influence would moderate the influence of social cues on store image.

Design/methodology/approach

A two (high vs low socially‐oriented in‐store graphics) by two (high vs low personalized customer service) between subject experimental design was conducted to achieve the research objective. A total of 193 surveys were used for data analysis.

Findings

Consumers had a more favorable attitude toward merchandise and service quality and felt more aroused or pleased with a store where more social cues were present. They also had a more favorable perception of store image when high‐personalized service was provided. Consumers perceived that they would be more likely to shop in a store that had more in‐store displays of graphics with social meaning. Consumer susceptibility to informational influence (SII) played a moderating role in some cases.

Practical implications

Retail service needs to be reinvented to create excitement. Consumers may use social cues embedded in the store environment as an information source. Sales skills of staff and in‐store graphics should be especially appealing to low‐SII customer.

Originality/value

This study has added to the retail literature by demonstrating that the social cues in store environment can affect consumers' perception of store image and patronage intention. It provides interesting insights on how retailers can use a socially meaningful environment as a source of competitive advantage.
Wal‐Mart's new normal is here: is everyone ready to accept the future?
Authors: Serpkenci Ray R. , Tigert Douglas J.
Published: June 2006

Purpose

The purpose of this paper is to critically examine the underlying reasons for the recent slow‐down in the rate of sales growth for the world's largest retailer, its implications for the economic valuation of this enterprise, and its future as a cohesive organization.

Design/methodology/approach

Wal‐Mart's comparative or same store sales growth over the last five years are contrasted with two of its key rivals Target and Costco, and the source and momentum of its core US growth record are examined over the last decade.

Findings

The results of the investigation indicate that Wal‐Mart has entered a new phase in its evolution as an enterprise, and the future rates of its growth will be limited to 3‐4 percent per annum in comp, and 10‐12 percent in total sales, excluding any acquisitions. This “new normal” is in part due to the extreme market share of Wal‐Mart in many of its trading areas, and the changing competitive landscape that was in no small part “created” in reaction to Wal‐Mart's own market power.

Originality/value

The analysis and its conclusions are of interest to retailing students and scholars who have been following the Wal‐Mart enterprise throughout the years, as well as retailing and merchandising analysts who have been struggling to define a new valuation model for the world's largest retail company. The paper is also of interest to retail market strategist as it illustrates that there are potential and natural limits to growth in all competitive arenas, and sources of new growth will always have to be sought in new product‐market spaces.
On assessing the sensitivity to uncertainty in distribution network design
Authors: Lalwani C.S. , Disney S.M. , Naim M.M.
Published: June 2006

Purpose

The design of distribution networks is prone to risks due to the uncertainties associated with factors that change over time. The purpose of this paper is to present a new method to identify those factors that the structure of a distribution network is most sensitive to.

Design/methodology/approach

A new method presented in this paper combines simulation and the Taguchi technique to allow a wide range of factor uncertainties to be evaluated without excessive computation time and effort. The simulation model developed is based on real world data of a European after‐sales business in the automotive industry.

Findings

The optimum design is most at risk due to the uncertainties associated with stock holding costs and delivery frequencies rather than customer volume changes and transport tariffs. This was found to be counterintuitive by the business managers and fore‐warned them of the likely future risks.

Practical implications

The analysis indicates that when developing the network a careful consideration has to be given to reliably estimating the inventory holding costs and the mechanism for determining the capital holding charge. The model is sensitive to these variables and hence a company is prone to higher risk of designing the wrong network if these variables are incorrectly estimated. Furthermore, the analysis suggests that higher customer expectations on delivery frequency have an impact on total logistics costs and therefore, companies should consider charging customers different rates for different levels of customer service.

Originality/value

A useful generic method has been presented in this paper for investigating the sensitivity of a scenario. This novel approach combines the use of simulation, brainstorming, Taguchi technique and ANOVA with distribution design modelling.
Organizational commitment and governance for supply chain success
Authors: Fawcett Stanley E. , Ogden Jeffrey A. , Magnan Gregory M. , Bixby Cooper M.
Published: June 2006

Purpose

To examine the nature and extent of commitment to supply chain collaboration. Also, to explore the state of supply chain governance structures.

Design/methodology/approach

A multi‐method survey and in‐depth interview methodology was employed to gather data. Content analysis was then used to identify the types and extent of managerial support for supply chain initiatives.

Findings

Four types of managerial support are needed to achieve the highest levels of supply chain success: top management support, broad‐based functional support, channel support, and infrastructural/governance support. None of the interview companies have put all four types of support in place. Leading‐edge governance relies on cross‐functional/inter‐organizational teams, executive governance councils, customer advisory boards, supplier advisory councils and a modified reporting structure that overseas all value‐added activities from product conceptualization to customer relationship management. Again, none of the interview companies have established all aspects of an effective supply chain governance structure.

Originality/value

Much has been written on the need to focus on supply chains and create more cooperative and integrative relationships with key organizations in the supply chain; however, little has been written concerning the commitment levels among those involved in the supply chain or the types of governance structures that should be utilized within a given organization or along the supply chain. This paper bridges this gap, providing a benchmark for managerial commitment and presenting a composite governance structure based on observed best practices. Both academics and practitioners can use the insights provided to work toward a better understanding of supply chain commitment and governance.
Major business‐environment influences on the cereal products industry supply chain
Authors: Sohal Amrik S. , Perry Marcia
Published: June 2006

Purpose

The purpose of the paper is to provide a contextual basis for the supply chain activity of the generic Australian cereal products supply chain. It identifies the business‐environment factors underpinning the cereal products supply chain efficiency. It also further highlighted the complex nature of the extended supply chain and all the factors to be considered in its management. The approach to the topic is that of developing a holistic overview of the extended supply chain, its networks and its business‐environment influences in order to understand the complex reality of issues that a supply chain manager must deal with in order to optimise efficiencies.

Design/methodology/approach

A qualitative methodology was used in the study, involving an examination of supply chain practices throughout the cereal product supply chain, determined through interviews with players at all stages from seed to supermarket supply. Identification of key business‐environment influences impacting on the cereal products supply chain was achieved through thematic examination of the responses and comparison of the findings with literature relating to the Australian business‐environment. Field research activity included semi‐structured interviews throughout the supply chain for mapping and examining the status of supply chain networks and practices.

Findings

The business‐environment factor findings, depicted in a model, concerned the impact of globalisation and demand trends; industry complexity and realignment; power relationships; delivery imperatives; the competitive supply chain imperative; the information economy; industry accountability requirements; freight challenges; supply chain labour requirements and climatic conditions affecting crop yields.

Research limitations/implications

The research was limited in that it represented a sample of viewpoints/supply chain activity in the Australian cereal products industry and lacked the comprehensiveness of a full industry study covering the entire gamut of regional, crop‐wide and circumstantial influencing factors.

Practical implications

The paper highlights the influence of the identified business‐environment factors on supply chain activity and points the way for supply chain managers in the cereal product industry to be aware of broad contextual factors as well as their own immediate operating environment. The identified business‐environment influences present strategic challenges to players throughout the cereal products supply chain. A globally responsive cereal products supply chain will need to strategically align itself with the wider Australian grain industry, food industry and government to meet future market requirements. It will also need to maintain a constant supply chain dialogue focusing on common goals, being aware of constraints and future challenges.

Originality/value

This research paper is original and of value to supply chain management theory in presenting a wide contextual view of the supply chain and hence supply chain management.
Simulation study of a two‐level warehouse inventory replenishment system
Authors: Huq Faizul , Cutright Kenneth , Jones Vernon , Hensler Douglas A.
Published: June 2006

Purpose

This paper aims to discuss a simulation study for a multi‐product, two‐echelon inventory replenishment system. The paper compares a one‐warehouse N‐retailer replenishment system to a two‐warehouse, N‐retailer system with cost per unit of distribution and delivery lead‐times as the performance measures. The purpose is to demonstrate that under specific circumstances a two warehouse N‐retailer inventory replenishment system provides better customer service without significant changes in the cost.

Design/methodology/approach

Mathematical modeling and simulation methodology is used to test the performance of the proposed two warehouse N‐retailer system and statistical analysis is used to compare the performance of several scenarios.

Findings

The two warehouse replenishment system indeed reduces delivery lead‐times, used as a measure of customer service, under specific conditions such as controllable freight costs.

Research limitations/implications

Caution should be exercised when interpreting these findings as the historical data used was from a single source. The paper did not investigate the effects of variable shipping costs from the manufacturing plant, warehouse and retailer. Future research could also consider multiple second level warehouses.

Practical implications

The findings provide a persuasive argument for manufacturers struggling with performance issues and channel relationships. Moreover, in addition to contributing to efficiency of distribution, two level systems can also enhance ability to adapt to local market conditions and to unexpected demand variations.

Originality/value

The model examined in this paper addressed a specific case for one company. While freight costs and warehousing costs will vary across companies, the cost represented here may be used as a gauge for evaluating systems with cost structures in the vicinity of those for the company represented in this paper. Additionally, the model is amenable to substitution of other firms' cost structures.
Executive development for services: a report from the front lines
Authors: Hallowell Roger
Published: June 2006

Purpose

To discuss best practice for executive development for services.

Design/methodology/approach

This paper draws on personal experience and knowledge of the “industry” (Guru Piece).

Findings

The approach to executive development described provides an example of best practice that may be applicable to some service organizations.

Originality/value

This paper is useful both to executives wanting a more holistic and theoretically‐effective approach to executive development, and to academics interested in examining a unique, holistic, and potentially more‐effective model for executive development.
Biometrics: the next frontier in service excellence, productivity and security in the service sector
Authors: Heracleous Loizos , Wirtz Jochen
Published: June 2006

Purpose

To explore the potential role of biometric technologies in driving service excellence, productivity and security in the service sector, and their role in fostering sustainable competitive advantage.

Design/methodology/approach

This paper used a case study approach involving 16 in‐depth interviews with executives at Singapore Airlines and the Civil Aviation Authority of Singapore on their use of biometrics technologies with focus on the Fully Automated Seamless Travel project.

Findings

The potential for innovative technologies to foster sustainable competitive advantage can be assessed in terms of their potential impact on customer experience, as well as the extent to which their implementation involves significant business process reconfigurations that are hard to imitate by competitors.

Research limitations/implications

With regard to limitations, this research is based on an in‐depth study of a single case of biometrics implementation. More cases need to be examined to enhance the validity of the findings. Research implications relate to evaluation of new technologies from the perspective of achieving competitive advantage, outline of dimensions of strategic alignment, and discussion of competencies and processes fostering strategic innovation.

Practical implications

The findings provide a new framework for evaluating innovative technologies in terms of their potential for enabling an integrative strategy of differentiation and cost leadership; highlight the importance of strategic alignment; and outline competencies fostering strategic innovation.

Originality/value

This paper is one of the first exploring the role of biometric technologies in service delivery; addresses the strategic implications of implementation; and concludes in terms of broader strategic principles.