bluuebunny/crossref_metadata_2025 huggingface dataset:
Theorizing e‐learning participation: a study of the HRD online communities in the USA
Authors: Wang Greg G.
Published: April 2010

Purpose

This study sets out to investigate the e‐learning participation and completion phenomenon in the US corporate HRD online communities and to explore determinants of e‐learning completion.

Design/methodology/approach

Based on the HRD Learning Participation Theory (LPT), this study takes a two‐stage approach. Stage one adopts an interview approach to selected e‐learning managers and to bridge the LPT with empirical data for stage two; stage two develops a survey questionnaire for collecting e‐learning completion related data. Statistical techniques are used for data analysis.

Findings

The study finds that the e‐learning completion rate is significantly higher in the online HRD communities than those reported in the popular media. The results show that e‐learning completion is influenced by individual, organizational, and learning process factors and variables. Environmental factors also influence the completion rate to a certain degree.

Research limitations/implications

The data were obtained from HRD online communities in the USA. Generalization of the results should be exercised with caution. The study offers implications to HRD research and theory building as an example covering the conceptualization, operationalization, and application phases.

Practical implications

Organizational policies, workload during learning process, e‐learning location in terms of home vs workplace, among others, are significant determinants of the e‐learning completion rate. Organizations should consider these factors when implementing e‐learning interventions.

Originality/value

The study fills a gap in the HRD e‐learning literature. While most research on corporate e‐learning is focused on technology features or instructional design, little attention has been paid to whether learners can complete planned e‐learning. The study also contributes to HRD theory building.
The reciprocal influence of organizational culture and training and development programs
Authors: Kissack Heather C. , Callahan Jamie L.
Published: April 2010

Purpose

The purpose of this paper is to demonstrate that training designers can, and should, account for organizational culture during training needs assessments.

Design/methodology/approach

Utilizing the approach and arguments in Giddens' structuration theory, the paper conceptually applies these tenets to training and development programs within organizations.

Findings

Within a typical analysis‐design‐develop‐implement‐evaluate (ADDIE) training model, relationships between organizational culture and each step of the training are conceptually available. Organizational culture shapes, influences, and redefines training programs which, in turn, shape, influence, and redefine organizational culture. Including a culture analysis within program planning will ultimately alleviate many of the problems that may arise during the implementation of a training and development program because of cultural resistance and/or clash of values between culture and training.

Research limitations/implications

The argument provides an initial step for training designers and HRD professionals to begin researching the practicality and usefulness of including an organizational culture analysis within training programs. Future research regarding this relationship should consider using structuration theory as a tool for understanding the context, process, and breadth of reciprocity and influence between agents and the structures with which they interact.

Practical implications

The concepts discussed in the paper may very well provide insight into why some training and development programs either prosper or do not succeed.

Originality/value

The paper discusses a topic that has yet to be fully realized. Although organizational culture, as a phenomenon, has been widely researched, it has yet to reach its full potential in the human resource development and training and development literature and practice.
Embedding relationship cues in written communication
Authors: Raciti Maria M. , Dagger Tracey S.
Published: April 2010

Purpose

Building and maintaining strong customer relationships has been suggested as a means for gaining a competitive advantage. Despite this, few studies have examined the link between written communication and relationship perceptions. Yet understanding the establishment of this link is a necessary precursor for the development of concrete relationship management strategies. This paper aims to test the effectiveness of well‐known and cited written communication elements in enhancing relationship perceptions. The paper specifically seeks to identify which elements of written communication are relationally conducive by examining the impact of these elements on customers' perceptions of the relationship they have with their service provider.

Design/methodology/approach

The paper reports the results of an empirical survey of 422 distance education customers in which customers were asked to assess relationally conducive written communication elements and the importance of these elements on relationship development.

Findings

It was found that four components of written communication – message clarity, aesthetics, accuracy and physical features – were perceived by customers as relational cues that influence their relationship with the service organisation.

Originality/value

These findings are of value to service managers developing written communication that is conducive to relationship development. The contribution of the paper is that it empirically establishes a link between written communication and service relationships; an untested link that has been presumed in the literature. This basic empirical foundation is a necessary first step in the development of this research area.
Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites
Authors: Carlson Jamie , O'Cass Aron
Published: April 2010

Purpose

The objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content‐driven web sites.

Design/methodology/approach

Data from an online survey of 518 consumers were collected with the partial least squares (PLS) structural equation modelling technique used to empirically test the model.

Findings

Findings suggest that positive evaluations of e‐service quality influences positive levels of consumer satisfaction, consumer attitudes towards the web site and behavioural intentions within the specific service context of content‐driven professional sports web sites.

Research limitations/implications

The study specifically focuses on content‐centric web sites within a single service domain being professional sport. Future research can apply the framework to other service sectors on the internet, as well as to other cultural settings.

Practical implications

The study suggests that practitioners can use the model developed in this study to assist in allocating resources to the essential, or under‐performing, e‐service quality attributes needed to drive positive consumer satisfaction, attitudes and behavioural intentions.

Originality/value

The paper proposes and empirically supports the idea that e‐service quality influences consumer attitudes as well as consumer satisfaction and behavioural intentions in the context of content‐driven (professional sports) web sites. Moreover, the results of this study provide managers with a useful framework to manage content driven e‐services, as well as for researchers interested in the issue of managing e‐service quality.
When demographic differences exist: an analysis of service failure and recovery among diverse participants
Authors: Chung‐Herrera Beth G. , Gonzalez Gabriel R. , Hoffman K. Douglas
Published: April 2010

Purpose

This paper aims to explore whether demographic differences between diverse customers and service providers impact service failure and recovery perceptions.

Design/methodology/approach

The critical incidents technique was used to gather data on service failures and recovery. Chi‐square test of independence and analysis of variance was used to test the hypotheses.

Findings

Results from the main study provide little support to the notion that different service failure types or service recovery efforts are being applied when demographic differences exist. However, a post‐hoc analysis focusing on respondents who felt that their demographic differences had impacted their encounter revealed that ethnic differences impacted service failure and recovery perceptions the most.

Research limitations/implications

One limitation is the use of quota sampling that may limit the generalizability of the results. However, due to the exploratory nature of the study and the need for representative cases, this technique was viewed as an effective sampling technique for the purposes of the study.

Practical implications

The post‐hoc results suggest that future diversity training should include employee‐customer diversity, especially in the case of age and ethnicity. Further, that managing perceptions is important so that customers do not feel that they are treated any differently based on a visible demographic variable.

Originality/value

In general, the exploration of customer‐employee demographic differences in the services marketing literature is still somewhat nascent. This paper is unique in that it specifically examines several demographic differences between customers and employees in terms of service failure and recovery perceptions.
An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping
Authors: Gounaris Spiros , Dimitriadis Sergios , Stathakopoulos Vlasis
Published: April 2010

Purpose

The purpose of this paper is to examine the effects of service quality and satisfaction on three consumer behavioral intentions, namely word‐of‐mouth, site revisit, and purchase intentions in the context of internet shopping.

Design/methodology/approach

To achieve this objective 240 online interviews were carried out (response rate 24 percent) from a randomly generated sample of 1,052 online shoppers using the database of a leading Internet provider in Greece as the sample frame.

Findings

Data analysis involved the comparison of three rival models using structural equations modeling. The prevailed model reveals that e‐service quality has a positive effect on e‐satisfaction, while it also influences, both directly and indirectly through e‐satisfaction, the consumer's behavioral intentions, namely site revisit, word‐of‐mouth communication and repeat purchase.

Research limitations/implications

The results confirm that cognitive evaluations precede emotional responses and that quality is a strong antecedent of satisfaction. However, the findings highlight the importance of the interaction experience with the e‐shop on perceived quality. Moreover, the study underlines the crucial impact of the four key e‐service quality drivers on the entire cycle of buying, including post‐purchase behavior, confirming existing evidence in both off‐ and on‐line context.

Practical implications

Practitioners should carefully consider their web site's attributes. They should make their sites easy‐to‐use and easy‐to‐navigate and place extra emphasis on providing fast, accurate, and uncluttered information through their web sites. Also they should direct marketing activities with the aim to enhance satisfaction from e‐shopping, particularly regarding the service encounter incidents.

Originality/value

The paper makes a scholar contribution by examining the notion of e‐service quality and how it relates with e‐satisfaction while exploring unexamined consumers' behavioral intentions and both their direct and indirect antecedents.
Do hotels' “green” attributes contribute to customer satisfaction?
Authors: Robinot E. , Giannelloni J.‐L.
Published: April 2010

Purpose

This paper aims to examine how “green” attributes contribute to hotel customers' overall satisfaction.

Design/methodology/approach

A qualitative study helped generate a list of the attributes that contribute to overall satisfaction with hotel services. Then a Tetraclasse model, which highlights the four‐fold nature of this contribution, was used. Two hypotheses are posed. First, attributes of hotel service can be divided into four different types according to the way in which they contribute to forming satisfaction. Second, in terms of how they contribute to forming satisfaction, environmental protection initiatives can be considered “plus” attributes.

Findings

The first hypothesis is rejected. For the second hypothesis, the results show that the environmental attributes were evaluated as “basic”, which means they were seen as an integral part of the service offer, rather than as differentiating criteria.

Research limitations/implications

The study was based on a relatively restricted sample. Further research is needed to improve the external validity of the research.

Practical implications

It is necessary to maintain a high level of performance for “green” attributes. Moreover, it would be preferable not to inform customers about environmental initiatives in order to limit the risk of being unfavorably evaluated on these attributes. It would seem worthwhile for a company to invest in service attributes that are respectful of the environment, even if they do not promote these attributes directly to the customer. Pro‐environment initiatives may also be introduced for economic reasons.

Originality/value

The paper makes use of the Tetraclasse model methodology.
The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts
Authors: Hume Margee , Sullivan Mort Gillian
Published: April 2010

Purpose

Organizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and complex services in the performing arts, find this difficult. Knowledge of the role of emotions in customer judgments is negligible. The relationship of core service quality and peripheral quality on repurchase intent is also understudied. This paper aims to model and test the interrelationship of these constructs in predicting repurchase intention in a performing arts context.

Design/methodology/approach

A survey instrument tailored to the performing arts was administered to a sample of 250 past and present performing arts audience members, with responses examined using structural equation modeling.

Findings

Results indicate repurchase intention is largely based on satisfaction mediated by perceived value. Core service quality, appraisal emotion and peripheral service quality influence perceived value for time and money, with core service quality and peripheral service quality in turn influencing appraisal emotion. Appraisal emotion directly affects customer satisfaction but has no direct relationship to repurchase intention. Peripheral service quality, however, directly affects repurchase intention.

Practical implications

Evidence suggests expansion of the strategic focus to include peripheral services in order to maximize repurchase. Core service quality, (the act) affects repurchase intent through an indirect path mediated by appraisal emotion, which does not directly influence repurchase intent. Appraisal emotions are influential in determining perceived value.

Originality/value

This is the first known paper combining this system of relationships including the influence and role of appraisal emotion in the performing arts context.
Certifying a university ENT clinic using the ISO 9001:2000 international standard
Authors: Helbig Matthias , Helbig Silke , Kahla‐Witzsch Heike A. , Kroll Tobias , May Angelika
Published: April 2010

Purpose

Against statutory duties to introduce quality management systems, the increased importance of this subject has led to numerous activities in various public health institutions. Following the International Standardization Organization (ISO 9001:2000) prerequisites, Frankfurt Goethe University Hospital ENT clinic staff introduced a quality management system. This paper aims to investigate this process.

Design/methodology/approach

Designing, planning and implementing the quality management system is described. Under the supervision of an executive quality management board, clinic quality goals were defined. Thereafter, several quality management teams performed an actual state analysis as well as developing and realising improvement proposals. Finally a quality management manual containing binding standards and working instructions concerning all patient care, research and teaching aspects was written.

Findings

Successful certification by a neutral body ascertained that the clinic's quality management system conformed to current national and international standards while restructuring and reform improved procedural efficiency.

Originality/value

The paper shows that mplementing the quality management system requires considerable effort but patients as well as staff profit considerably from the innovation. On the whole, the positive impact on structure and workflow in a specialist clinic predominates. Therefore, implementing a quality management system in all the clinic's wards and departments is recommended.
Developing severity adjusted quality measures for intensive care units
Authors: Al Tehewy Mahi , El Houssinie Mostafa , Abou El Ezz Nahla , Abdelkhalik Mohamed , El Damaty Samia
Published: April 2010

Purpose

Intensive care unit performance evaluation is usually affected by variations in the severity of inpatients' health status. This paper aims, therefore, to standardize two performance measures: intensive care unit survival and length of stay using the Acute Physiology and Chronic Health Evaluation II (APACHE II) severity of illness score.

Design/methodology/approach

A records study in three Ain Shams University Hospital intensive care units, from January 1‐December 31, 2003 was carried out to examine illness severity effect using APACHE II, length of stay and survival. Retrospective data were used to model length of stay in days and the survival using the APACHE II score as a predictor. This was followed by a prospective study to monitor the standardized measures in two intensive care units for one year.

Findings

APACHE II scores predicted length of stay of those who were discharged and control charts for severity‐adjusted length of stay were drawn up. The APACHE II score predicted survival for those with APACHE II score >16. The model is significant with a specificity of 89.9 percent while sensitivity was 25 percent. Control charts for severity‐adjusted mortality were drawn up to monitor mortality.

Research limitations/implications

Only 60 percent of the files examined in the retrospective part of the study had enough data to calculate APACHE II scores.

Practical implications

Standardized APACHE II severity of illness score can monitor intensive care unit length of stay and mortality.

Originality/value

The paper underlines the need to implement a standardized measurement system to evaluate intensive care patient outcomes.
A comprehensive approach to quality management of intensive care services
Authors: Hariharan Seetharaman , Dey Prasanta Kumar
Published: April 2010

Purpose

The purpose of this paper is to develop a comprehensive framework for improving intensive care unit performance.

Design/methodology/approach

The study introduces a quality management framework by combining cause and effect diagram and logical framework. An intensive care unit was identified for the study on the basis of its performance. The reasons for not achieving the desired performance were identified using a cause and effect diagram with the stakeholder involvement. A logical framework was developed using information from the cause and effect diagram and a detailed project plan was developed. The improvement projects were implemented and evaluated.

Findings

Stakeholders identified various intensive care unit issues. Managerial performance, organizational processes and insufficient staff were considered major issues. A logical framework was developed to plan an improvement project to resolve issues raised by clinicians and patients. Improved infrastructure, state‐of‐the‐art equipment, well maintained facilities, IT‐based communication, motivated doctors, nurses and support staff, improved patient care and improved drug availability were considered the main project outputs for improving performance. The proposed framework is currently being used as a continuous quality improvement tool, providing a planning, implementing, monitoring and evaluating framework for the quality improvement measures on a sustainable basis.

Practical implications

The combined cause and effect diagram and logical framework analysis is a novel and effective approach to improving intensive care performance. Similar approaches could be adopted in any intensive care unit.

Originality/value

The paper focuses on a uniform model that can be applied to most intensive care units.
Factors influencing the pathways in response to complaints
Authors: Yahui Hsieh Sophie
Published: April 2010

Purpose

The purpose of this paper is to explore hospital staff response to patient complaints and the factors influencing the response pathway.

Design/methodology/approach

The paper uses an exploratory study in a large Taiwanese hospital purposefully chosen as a case study site. The critical incident technique (CIT) is implemented, using a questionnaire along with non‐participant observations in which the results have been triangulated. A total of 59 cases were collected.

Findings

The study found when facing “humaneness” complaints, hospital staff attempted to investigate the event and then explain the facts to the complainant or empathise with him/her and then refer the problem to the relevant unit. In response to complaints combining “communication” and “care/treatment and humaneness”, staff tended to investigate the event's details and then directly explain them to the complainant. When complaints involved “care/treatment”, staff tended to empathise with the complainant, investigate the facts and explain them to the complainant. Additionally, the organisational response to complaints was influenced by who made complaints; its type, severity, complaining method and patient status.

Research limitations/implications

The literature revealed that the case study is the most common organisational study method. However, this approach is criticised for not offering findings that can be generalised.

Practical implications

Complaint nature is the major factor influencing the response pathway. If healthcare managers intend to reduce complaint rates then they need to carefully classify the complaint's nature. Different complaints have different handling procedures and guidelines to help managers resolve complaints in the first place.

Originality/value

There are extensive studies focusing on investigating complaints and their resolution. These studies tend not to demonstrate various means of handling patient complaints. Neither do they describe how different complaints might lead to different outcomes. Therefore, this paper explores hospital staff response to patient complaints and the factors influencing the pathways in response to complaints.
Evolution and outcomes of a quality improvement program
Authors: Thor Johan , Herrlin Bo , Wittlöv Karin , Øvretveit John , Brommels Mats
Published: April 2010

Purpose

The purpose of this paper is to examine the outcomes and evolution over a five‐year period of a Swedish university hospital quality improvement program in light of enduring uncertainty regarding the effectiveness of such programs in healthcare and how best to evaluate it.

Design/methodology/approach

The paper takes the form of a case study, using data collected as part of the program, including quality indicators from clinical improvement projects and participants' program evaluations.

Findings

Overall, 58 percent of the program's projects (39/67) demonstrated success. A greater proportion of projects led by female doctors demonstrated success (91 percent, n=11) than projects led by male doctors (51 percent, n=55). Facilitators at the hospital continuously adapted the improvement methods to the local context. A lack of dedicated time for improvement efforts was the participants' biggest difficulty. The dominant benefits included an increased ability to see the “bigger picture” and the improvements achieved for patients and employees.

Research limitations/implications

Quality measurement, which is important for conducting and evaluating improvement efforts, was weak with limited reliability. Nevertheless, the present study adds evidence about the effectiveness of healthcare improvement programs. Gender differences in improvement team leadership merit further study. Improvement program evaluation should assess the extent to which improvement methods are locally adapted and applied.

Originality/value

This case study reports the outcomes of all improvement projects undertaken in one healthcare organization over a five‐year period and provides in‐depth insight into an improvement program's changeable nature.
Medication error prevalence
Authors: Belén Jiménez Muñoz Ana , Muiño Miguez Antonio , Paz Rodriguez Pérez María , Dolores Vigil Escribano María , Esther Durán Garcia María , Sanjurjo Saez María
Published: April 2010

Purpose

Healthcare risk epidemiology identifies medication error as the commonest cause of adverse effects on patients. Medication error can occur at any phase of the complex medication process so prevalence rates need to be estimated at each drug treatment phase: prescription, transcription and administration along with their clinical repercussions. This paper aims to investigate this issue.

Design/methodology/approach

Medication errors were recorded on an ad hoc sheet and staff were observed handling medications. Recorded errors were later classified and their clinical repercussions determined by experts.

Findings

In total 757 inpatients and 5,466 drug prescriptions were studied. The prescription error rate was 4.79 percent (95 percent CI 4.21‐5.36). The most frequent error in this phase was failing to observe international prescribing standards. The highest error rate was found in transcription (14.61 percent, 95 percent CI 13.67‐15.54). Almost 1,900 dose administrations were observed. There was a 9.32 percent error rate (95 percent CI 7.98‐10.67). The commonest error in this phase was omission. Most were transcription errors, which were detected before harm was done.

Research limitations/implications

The dispensation phase is absent.

Practical implications

Errors can be reduced if they are understood. Education and training based on the study's findings can reduce medication errors.

Originality/value

The paper highlights ways to reduce errors in the medication process.
Telephone and web‐based pediatric day surgery questionnaires
Authors: Amari Erica , Vandebeek Christine , Montgomery Carolyne J. , Skarsgard Erik , Ansermino J. Mark
Published: April 2010

Purpose

Patient questionnaires are popular tools for assessing and improving service quality, especially as administrators are increasingly expected to consider the patient's voice in their decision making. Despite web‐based questionnaire advantages, they have not been previously compared to telephone questionnaires for assessing quality. The purpose of this paper is to compare telephone questionnaire administration with a web‐based version.

Design/methodology/approach

Day surgery patients from a tertiary pediatric hospital completed a telephone interview and a web‐based questionnaire with identical questions. The appropriateness of the web version as a telephone version substitute was ascertained by comparing the number of changes in responses, non‐responses, differences in means, the number of non‐substantive responses and reliability.

Findings

The web‐based questionnaire tended towards more negative responses. The mean number of missing responses did not differ between versions, although the web‐questionnaire had more “not sure” responses. Inter‐rater reliability was acceptable.

Research limitations/implications

Parents without internet access were unable to participate.

Practical implications

The web‐based questionnaire is a good substitute for telephone‐administered questionnaires.

Originality/value

The paper shows that parents were able to rate items more candidly owing to the increase in privacy and lack of interviewer bias, which is crucial for improving health service quality.
Quantity surcharges and consumer awareness in a new retail environment
Authors: Palla Polyxeni (Jenny) , Boutsouki Christina , Zotos Yorgos
Published: April 2010

Purpose

The purpose of this paper is to examine the evolution of the quantity surcharge phenomenon as a conscious pricing policy as well as the resulting consumer awareness and reactions to quantity surcharges.

Design/methodology/approach

The approach taken is a comparative analysis of two distinct time periods involving two store audits and two consumer surveys conducted in 1989 and 2007.

Findings

The findings indicate that the quantity surcharge incidents recorded in the market in both periods are the result of a conscious pricing policy. At the same time, evidence suggests that the more mature the market becomes, the less frequent and less intense the phenomenon of quantity surcharges becomes. Consumers' attitude and reaction to quantity surcharges are also discussed indicating that the market's evolution has also an effect on consumers.

Originality/value

The paper discusses quantity surcharges as a conscious pricing policy and examines the effect of retail change on the quantity surcharge phenomenon.
The changing structure of distribution channels in Pakistan
Authors: Aman Asad , Hopkinson Gillian
Published: April 2010

Purpose

The purpose of this paper is to consider the impact of the entry of international wholesalers upon existing fast moving consumer goods (FMCG) channel structures and the relationships between channel members in Pakistan.

Design/methodology/approach

The paper draws on primary and secondary data. Industrial and published sources are used to describe the retail industry and traditional channel structures in Pakistan. Semi‐structured interviews with industry experts and channel participants (manufacturers, distributors, local and organised wholesalers and retailers) over the period illustrate the perspectives of different channel members.

Findings

Although currently holding small market share, the entry and growth of international, consolidated wholesale has opened alternative channel structures. This poses a threat to some channel members and creates relationships that alter the distribution of power in the channel. In this fluid situation, there is the possibility of substantial change in Pakistan's FMCG retail.

Research limitations/implications

The nature of the Pakistan retail market creates difficulties in compiling statistics or generalising from observations. The paper uses published statistics, industry reports and interviews to nevertheless be able to comment on this important market.

Originality/value

The paper looks at an under‐researched market and comments upon the first steps in that market towards consolidation and internationalisation. In looking at the reactions of extant market players to this recent development, the paper provides useful insight and guidance to those (manufacturers, retailers and analysts) interested in retail in Pakistan.
Predicting market orientation: Chinese retailers in a transitional economy
Authors: Sternquist Brenda , Huang Ying , Chen Zhengyi
Published: April 2010

Purpose

The purpose of this paper is to provide an investigation of market orientation of retailers in China, an emerging economy. Several predictors of Chinese retailers' market orientation are examined.

Design/methodology/approach

Using survey data collected from 99 retailers in China, the paper tests the hypothesized relationships using a multiple regression model.

Findings

The paper finds that perceived supplier market orientation (SMO), firm size, and ownership are predictors of retailer market orientation (RMO). The results of this paper suggest that market orientation is perceived as important and is being adopted by retailers with varying ownerships and structures across China.

Research limitations/implications

The study has several limitations including sample, sample size, and single‐respondent design. Nevertheless, the paper depicts a contemporary picture of Chinese retailers' adoption of market orientation.

Practical implications

The findings of this study provide both retailers and suppliers strategies for improving market orientation and insights for effective channel management.

Originality/value

The paper focuses on retailer perspectives with the goal of determining the value of assessing the SMO; results from this study provide support for a link between the extent of RMO and how market‐oriented behavior coincides with perceived SMO.
Processes and outcomes of distributor brand new product development
Authors: Veflen Olsen Nina , Sallis James E.
Published: April 2010

Purpose

Most new product development (NPD) studies focus on manufacturer brands; few consider distributor brands. The purpose of this paper to investigate whether NPD processes and outcomes differ between manufacturers and distributors.

Design/methodology/approach

Interviews within the grocery industry in Norway and analysis of sales numbers from an AC Nielsen ScanTrack database illustrate that through different NPD processes manufacturers and distributors reach different outcomes.

Findings

Distributors differ from manufacturers in the NPD process in several ways: more in‐store interaction resulting in very market‐driven products. They usually outsource technical development, and launch brands with substantially less market communication through fewer marketing channels. Distributors, who mostly develop copycat products of large volume manufacturer brands, have lower failure rates. More surprisingly, the paper reveals that distributor brands achieve faster growth in market share than manufacturer brands when brand concentration is low, and some low volume distributor brands have a higher average retail price than manufacturer brands, indicating that different private label categories exist.

Research limitations/implications

The sample has only three product categories (pizza, juice, and jam). Replication with other categories in other industries would help validate the results. The distributor NPD process and outcomes are still not well understood, and as distributors move into more value‐added products it will evolve, requiring further research.

Originality/value

This is one of the first empirical investigations of differences in NPD processes and outcomes between manufacturer and distributor brands. It also shows the effect of brand concentration on distributor brand growth.
Disaster and crisis management in Turkey: a need for a unified crisis management system
Authors: Unlu Ali , Kapucu Naim , Sahin Bahadir
Published: April 2010

Purpose

Crisis management has gained importance in the policy agendas of many countries around the world due to the increases in the number of natural disasters and terrorist attacks. Thus, this paper has two purposes. The first is to illustrate how the Turkish Government's Disaster and Crisis Management System has been developed. The second purpose is to make a qualitative evaluation of the current disaster and crisis management systems.

Design/methodology/approach

Literature review shows that the disaster and crisis management system in Turkey has been developed after tragic events. The paper examines what kinds of initiatives were introduced and what is the trend in shift. After analyzing recent cases and exploring some government initiatives, alternative approaches and suggestions were included.

Findings

Turkey has developed its disaster and crisis management system since 1930, which mostly depended on experiences. The current disaster and crisis management system is governed by a centralized structure which is the responsibility of different ministries. Nonetheless, the system is very weak at local level. Furthermore, participation of non‐profit organizations is very limited at both national and local levels. Thus, coordination and management of first‐response operations during crises are problematic and ineffective. Particularly, the system is not designed for different types of crises such as terrorist attacks.

Practical implications

Crisis management in Turkey needs a more unified and flexible structure to deal with current problems effectively. Further suggestions for better implication are also provided

Originality/value

The effectiveness of the disaster and crisis management system is analyzed in natural and man‐made disasters. Findings show that centralized and decentralized systems have different functions in different situations.
Hazard perceptions and preparedness of Taranaki youth
Authors: Finnis Kirsten K. , Johnston David M. , Ronan Kevin R. , White James D.
Published: April 2010

Purpose

The purpose of this paper is to examine the relationship between participation in hazard education programs and levels of hazard awareness, risk perceptions, knowledge of response‐related protective behaviour and household preparedness.

Design/methodology/approach

A questionnaire examining various measures including participation in hazard education programmes, risk perceptions and household preparedness was delivered under teacher guidance to high school students in three different locations in the Taranaki Region of New Zealand. A total of 282 valid questionnaires were returned. Data were analysed by means of chi‐squared, t‐test and ANOVA.

Findings

Students who have participated in hazard education programmes are more likely to have better knowledge of safety behaviours and higher household preparedness. However, even with hazard education, some aspects of hazard awareness and the uptake of family emergency plans and practices were found to be poor. Overall, hazard education was found to be beneficial and helps to create potentially more‐resilient children and communities.

Research limitations/implications

The research is limited to the views of the students. The study would benefit from a parallel study of parents or caregivers to give a more accurate report of household preparedness and family emergency plans and practices. The research highlights areas of change for future hazard education programmes and provides support for the continued inclusion of this topic in the curriculum.

Originality/value

The paper offers insight into the effectiveness and benefit of incorporating hazard education into the school curriculum in New Zealand.
Training emergency managers for earthquake response: challenges and opportunities
Authors: Hosseini Mahmood , Izadkhah Yasamin O.
Published: April 2010

Purpose

This paper aims to highlight the crucial role of decision makers and emergency managers in reducing the unpleasant consequences of disasters.

Design/methodology/approach

An attempt has been made to clarify the measures for planning and implementation of training issues in earthquake emergency response for the emergency managers as an essential part at various managerial levels.

Findings

The paper reveals that, although the high‐level managers such as ministers are authoritative bodies for managing the routine problems of the country, in situations such as a “major emergency”, specific knowledge and experience of emergency issues are required for the emergency management to be successful. It also explores the ways and opportunities for achieving successful training programmes for the emergency managers.

Research limitations/implications

The existing challenges, including the lack of adequate background knowledge and experience in emergency management, insufficient time to train, the inadequacy of the required technical supporting tools, and other related issues, emerge, which need to be identified.

Practical implications

The research can be practically useful for emergency managers who are involved in response activities in disasters by providing suitable and appropriate recommendations for efficient training.

Originality/value

There are only a few works on training of earthquake emergency managers, especially in developing countries such as Iran.
Promoting disaster awareness in multicultural societies: the DAG approach
Authors: Clerveaux Virginia , Spence Balfour , Katada Toshitaka
Published: April 2010

Purpose

The Disaster Awareness Game (DAG) was designed to evaluate and promote disaster awareness among children in multicultural societies. This study seeks to discuss this.

Design/methodology/approach

The validation methodology was undertaken in four stages: Pre‐Test Stage – this stage is intended to evaluate the existing levels of disaster awareness among the target population using a questionnaire survey. DAG Exposure 1 – This represents the second stage of the pre‐test through exposure of the target population to the DAG. Provision of disaster information – In this stage, participants are provided with disaster management information on hazards that are pertinent to their environment. Post‐test stage – this stage was intended to evaluate the impact of the DAG and the provision of disaster information on the level of awareness among participants.

Findings

Preliminary results suggest that the tool is effective in educating children about hazards, and measuring levels of disaster awareness and is interesting enough to hold children's attention.

Research limitations/implications

The present study provides a starting‐point for further research in the design and development of tools for measuring levels of disaster awareness and in educating children about disaster preparedness.

Originality/value

The DAG can be used as a benchmarking tool for gauging levels of diaster awareness within various groups in society (children, adults, gender, language groups etc.) or across regions in a country (rural versus urban) and in different countries in the Caribbean region (e.g. High income versus Low income) in order to determine and prioritize interventions for disaster education.
Designation of an interactive oil spill management system
Authors: Assilzadeh Hamid , Gao Yang
Published: April 2010

Purpose

This paper seeks to illustrate designation of a real‐time oil spill monitoring and management system using computer system, GIS models, internet and a variety of other technologies.

Design/methodology/approach

Appropriate models in GIS, together with monitoring technologies and internet‐based communication infrastructure, facilitate oil spill early warning, situational analysis, risk analysis and damage analysis in addition to management and disaster response in real‐time. The system architect includes command and control module, designed for managing and coordinating oil spill accidents response. The structure also includes an accident data dissemination scheme, through an internet portal which distributes disaster thematic products and facilitates communication between oil spill disaster players and the administration office.

Findings

The functionality of such a system through its components including database, central repository, disaster models, command and control and communication schemes covers all the stages of spill management before, during, and after an accident.

Originality/value

The system acts as a single umbrella of control and administration for efficient and effective oil spill accident management and enhances oil spill accident early warning and alert mechanisms. The system will also enhance decision supports for quick emergency responses and improve real‐time communication and information sharing between responsible agencies.
Business continuity planning methodology
Authors: Lindström John , Samuelsson Sören , Hägerfors Ann
Published: April 2010

Purpose

The purpose of this paper is to present a multi‐usable business continuity planning methodology. It comprises business continuity planning on the organizational and departmental levels.

Design/methodology/approach

The methodology has been developed, tested and confirmed in three comprehensive cases. Senior management, IT managers and employees in the three case organizations have participated in this action research effort during the development, implementation or training on business continuity plans and planning.

Findings

The methodology has been tested and confirmed, and is suitable for explaining business continuity planning to senior managements and employees in both public and private sector organizations.

Practical implications

The methodology description can be used for explaining the issues to senior managements and forms the foundation for a business continuity plan, which is part of an organization's IT‐ and information security program. It may also be used to explain business continuity planning to other staff in an organization. The methodology can also be used to model business continuity planning, as a basis for training planning, and as support in different training contexts to achieve individual and organizational learning on business continuity plans and activities.

Originality/value

The methodology of using a staircase or capability maturity model is a commonly used concept and can be adapted to any organization.
When rehabilitation and duplication collide
Authors: Newport Jeyanth K. , Sanu Praseeda V.
Published: April 2010

Purpose

The purpose of this paper is to describe the way the functioning of a fishing village changed as a result of the tsunami.

Design/methodology/approach

The paper outlines the experiences of the village before and after the tsunami.

Findings

The paper lists all that has been learned from rehabilitation following the tsunami.

Originality/value

It is felt that a conceptual change from “teach the poor man to fish rather than provide him with fish” to “provide boat/net, do the fishing, sell them and give the money to the poor man” is the situation after the tsunami in many fisherfolk villages.
Towards a model and methodology for assessing student learning outcomes and satisfaction
Authors: Duque Lola C. , Weeks John R.
Published: April 2010

Purpose

The purpose of this paper is threefold: first, to introduce a conceptual model for assessing undergraduate student learning outcomes and satisfaction that involves concepts drawn from the services marketing and assessment literatures; second, to illustrate the utility of the model as implemented in an academic department (geography) within a large American university, and third, to demonstrate the applicability of the model by replicating the study at different scales: an entire undergraduate program (business administration) in a large Spanish university and another program (nursing) involving various universities of a Spanish region.

Design/methodology/approach

A multi‐method approach is used which comprises quadrant analysis, ANOVA tests and structural equation modeling techniques. A questionnaire was designed for data collection.

Findings

The main finding is the support found for the proposed model at different scales. Results of the multi‐method approach provide specific guidelines to departments using this approach to improve student learning outcomes and satisfaction.

Practical implications

The paper provides a conceptual model and supporting tools that can be used by other academic departments or higher education institutions to assist in the evaluation of how students perceive their learning outcomes and satisfaction with their undergraduate program.

Originality/value

The value of this multi‐method approach is that it is simple to implement, and at the same time provides a richness of information for diagnosis and decision‐making. The model was tested with data collected in different undergraduate programs and different countries, allowing the authors not only to find support for the model, but also to consider cultural differences among student perceptions.