bluuebunny/crossref_metadata_2025 huggingface dataset:
Opening and closing rituals of the virtual reference service of the Internet Public Library
Authors: Park Jung‐ran , Li Guisu , Burger Amy
Published: October 2010

Purpose

The purpose of this paper is to explore the communicative rituals of opening and closing manifested in e‐mail‐based Internet Public Library's (IPL's) online reference interaction.

Design/methodology/approach

A total of 400 transcripts comprising user queries and responses by IPL librarians are examined. The opening and closing elements are identified to examine the way in which IPL librarians and users construct social space; that is, communicate their interpersonal and affective stances during the course of seeking and offering information.

Findings

The results of data analysis show regular patterns of verbal and structural politeness indicators of opening and closing e‐mail discourse. Linguistic elements such as greetings and acknowledgement are included in all the sampled transcripts; i.e. a 100 percent occurrence. Closing rituals have a 95 percent occurrence of linguistic features such as acknowledgement and invitation for follow‐up. In contrast, there is a low occurrence of personalized openings through greeting by user name (26 percent). This lack of personalization also occurs in closings: personalized farewell through use of librarian name appears in only 8 percent of closings.

Research limitations/implications

The employment of the various politeness tactics in opening and closing reflects the librarian's attention and concern to user's information needs, interests and wants. Such communicative competence narrows social distance and brings forth close socio‐interpersonal space for interaction; this may, in turn, improve the overall quality of reference service. Research findings also indicate that more use of personal names may decrease the social distance between the librarian and user, resulting in increased solidarity and proximity.

Originality/value

The study provides new insights into linguistic politeness and the functions of address forms such as personal names with a view toward developing effective opening and closing rituals that contribute to the enhancement of virtual reference services.
The individual and social dynamics of knowledge sharing: an exploratory study
Authors: Cyr Sylvio , Wei Choo Chun
Published: October 2010

Purpose

This paper aims to examine how knowledge sharing behavior is influenced by three sets of dynamics: a rational calculus that weighs the costs and benefits of sharing; a dispositional preference that favors certain patterns of sharing outcomes; and a relational effect based on working relationships.

Design/methodology/approach

Concepts from social exchange theory, social value orientation, and leader‐member exchange theory are applied to analyze behavioral intentions to share knowledge. The study population consists of employees of a large pension fund in Canada. Participants answered a survey that used allocation games and situational vignettes to measure social value orientation, propensity to share knowledge, and perception of cost and benefit.

Findings

The results suggest that personal preferences about the distribution of sharing outcomes, individual perceptions about costs and benefits, and structural relationship with knowledge recipients, all affect knowledge sharing behavior significantly. Notably, it was found that propensity to share knowledge is positively related to perceived benefit to the recipient, thus suggesting that evaluation of cost and benefit in social exchange is not limited to self‐interest, but is also influenced by perceived recipient benefit. Moreover, it was found that the relationship with the sharing target (superior or colleague) also influenced sharing.

Originality/value

Most studies emphasize the organizational benefits of knowledge sharing. This study examines knowledge sharing from the perspective of the individual who approaches knowledge sharing as a social exchange that involves perceptions of costs and benefits, preferences about sharing outcomes, and relationship with the sharing target. The study also introduces innovative methods to measure social value orientation and propensity to share knowledge.
Managing documents at home for serious leisure: a case study of the hobby of gourmet cooking
Authors: Hartel Jenna
Published: October 2010

Purpose

This paper aims to describe the way participants in the hobby of gourmet cooking in the USA manage culinary information in their homes.

Design/methodology/approach

The study utilizes domain analysis and serious leisure as a conceptual framework and employs an ethnographic approach. In total 20 gourmet cooks in the USA were interviewed at home and then their culinary information collections were documented through a guided tour and photographic inventory. The resulting ethnographic record was analyzed using grounded theory and NVivo software.

Findings

The findings introduce the personal culinary library (PCL): a constellation of cooking‐related information resources and information structures in the home of the gourmet cook, and an associated set of upkeep activities that increase with the collection's size. PCLs are shown to vary in content, scale, distribution in space, and their role in the hobby. The personal libraries are characterized as small, medium or large and case studies of each extreme are presented. Larger PCLs are cast as a bibliographic pyramid distributed throughout the home in the form of a mother lode, zone, recipe collection, and binder.

Practical implications

Insights are provided into three areas: scientific ethnography as a methodology; a theory of documents in the hobby; and the changing role of information professionals given the increasing prevalence of home‐based information collections.

Originality/value

This project provides an original conceptual framework and research method for the study of information in personal spaces such as the home, and describes information phenomena in a popular, serious leisure, hobby setting.
A multilevel model of HIV/AIDS information/help network development
Authors: Veinot Tiffany
Published: October 2010

Purpose

This paper aims to describe the personal information and help networks of people with HIV/AIDS (PHAs) in rural Canada, and to present a research‐based model of how and why these networks developed. This model seeks to consider the roles of PHAs, their family members/friends and formal health systems in network formation.

Design/methodology/approach

In‐depth, semi‐structured interviews were conducted with 114 PHAs, their friends/family members (FFs) and formal caregivers in three rural regions of Canada. A network solicitation procedure elicited PHAs' HIV/AIDS information/help networks. Interviews were analyzed qualitatively, and network data were analyzed statistically. Documents describing health systems in each region were also analyzed. Analyses used social capital theory, supplemented by stress/coping and stigma management theories.

Findings

PHAs' HIV/AIDS‐related information/help networks emphasized linking and bonding social capital with minimal bridging social capital. This paper presents a model that explains how and why such networks developed. The model shows that networks grew from the actions of PHAs, their FFs and health systems. PHAs experienced considerable stress, which led them to develop information/help networks to cope with HIV/AIDS – both individually and collaboratively. Because of stigmatization, many PHAs disclosed their illness selectively, thus constraining the size and composition of their networks. Health system actors created network‐building opportunities for PHAs by providing them with care, referrals and support programs.

Originality/value

This study describes and explains an understudied type of information behavior: information/help network development at individual, group and institutional levels. As such, it illuminates the complex dynamics that made individual acts of interpersonal information acquisition and sharing possible.
Carbon footprint of the knowledge sector: what's the future?
Authors: Chowdhury Gobinda
Published: October 2010

Purpose

The purpose of this paper is to produce figures showing the carbon footprint of the knowledge industry – from creation to distribution and use of knowledge, and to provide comparative figures for digital distribution and access.

Design/methodology/approach

An extensive literature search and environmental scan was conducted to produce data relating to the CO2 emissions from various industries and activities such as book and journal production, photocopying activities, information technology and the internet. Other sources such as the International Energy Agency (IEA), Carbon Monitoring for Action (CARMA ), Copyright Licensing Agency, UK (CLA), Copyright Agency Limited, Australia (CAL), etc., have been used to generate emission figures for production and distribution of print knowledge products versus digital distribution and access.

Findings

The current practices for production and distribution of printed knowledge products generate an enormous amount of CO2. It is estimated that the book industry in the UK and USA alone produces about 1.8 million tonnes and about 11.27 million tonnes of CO2 respectively. CO2 emission for the worldwide journal publishing industry is estimated to be about 12 million tonnes. It is shown that the production and distribution costs of digital knowledge products are negligible compared to the environmental costs of production and distribution of printed knowledge products.

Practical implications

Given the astounding emission figures for production and distribution of printed knowledge products, and the associated activities for access and distribution of these products, for example, emissions from photocopying activities permitted within the provisions of statutory licenses provided by agencies like CLA, CAL, etc., it is proposed that a digital distribution and access model is the way forward, and that such a system will be environmentally sustainable.

Originality/value

It is expected that the findings of this study will pave the way for further research and this paper will be extremely helpful for design and development of the future knowledge distribution and access systems.
International trade union networks, European works' councils and international labour regimes
Authors: Stewart Paul
Published: October 2010

Purpose

The purpose of this editorial is to introduce this special issue on “International trade union networks, European works' councils and international labour regimes”.

Design/methodology/approach

The editorial provides an overview and introduces the papers which make up the special issue.

Findings

These papers allow us to consider the social, political and institutional dimensions of grass roots organising across countries and continents.

Originality/value

The issue adds new insights into the topic in addition to the more typical focus on institutional levels of union engagement.
Dimensions of internationalism and the politics of the labour movement
Authors: Martínez Lucio Miguel
Published: October 2010

Purpose

Much is being claimed in terms of new forms of trade union networking and co‐ordination at the international level during the past two decades. However, there is a need to ground these views in terms of the reality and contexts of trade union activity. This article seeks to argue that tension within the different modes of international labour activity is nothing new. In fact, political and organisational differences in terms of the practices and strategies of the labour movement have been salient features of trade unionism for over a century. The article will map the interest in networking as a form of labour co‐ordination and the question of the emergence of competing international models of network‐based trade union action.

Design/methodology/approach

The paper is based on a general and literature review of the debates on labour internationalism supported by insights gained from a variety of research initiatives.

Findings

As noted by a variety of authors, the reality is that there are assorted types of global and international movements within trade unionism, which are based on four dimensions in terms of specific sectoral, ideological, organisational and national factors. There is a need is to understand the tensions between these models, and not just work from a “vertical” view of power based on hierarchies and levels.

Research limitations/implications

The paper is mainly a critical review of debates and discussions.

Practical implications

Network‐based initiatives should not just be contrasted with bureaucracyper se, but be understood in terms of distinct initiatives, meanings and politics. In fact, one could see the signs of emerging “managerialist” modes of labour internationalism.

Social implications

New forms of trade union and worker representation in a global context are engaging with social and political issues – they are engaging with a range of social and organisational activities such as those of non‐government organisations. These represent an important debate on the way work‐related issues are organised around.

Originality/value

The paper indicates how the question of labour networking is a significant academic discussion and needs to be seen from different perspectives.
Internationalising industrial disputes: the case of the Maritime Union of Australia
Authors: Smith Caroline
Published: October 2010

Purpose

The purpose of this paper is to examine the capacity for trade unions to mobilise internationally by considering how stevedores in Australia successfully internationalised a major dispute.

Design/methodology/approach

The paper reports the findings of a single case study of the “waterfront dispute” of 1998, an industrial dispute in the Australian stevedoring industry which included the mobilisation of unions internationally. This case study is one of the four cases in a PhD research project, which examined international trade union activity in the mining, manufacturing, banking and stevedoring industries. The methodology included semi‐structured interviews with trade union leaders and activists, as well as document analysis, and involved comparative analysis across the four case studies.

Findings

Australian stevedores or “wharfies” were well placed to mobilise internationally due to a combination of internal and external factors. In particular, the Maritime Union of Australia's long‐standing support for international causes, largely due to its left‐wing, internationalist politics, resulted in the union gaining significant support from unions internationally. Important external factors included the nature of the stevedoring industry, with its organic link to other industry sectors, combined with the neo‐liberal approach adopted in Australia which also influenced the internationalisation of the union campaign.

Research limitations/implications

The study provides the opportunity to consider capacity for international mobilisation in the stevedoring industry and the contingent nature of international campaigns, with wider implications for union strategies in other industry sectors.

Originality/value

The paper contains an in‐depth analysis of a major dispute in the Australian stevedoring industry and makes a significant contribution to the expanding literature on the internationalisation of union campaigns and union strategy.
Trade unions and transnational regulation in Europe: developments and limitations
Authors: Pulignano Valeria
Published: October 2010

Purpose

The purpose of this paper is to consider the situation of workers' rights in the context of European Works Councils (EWCs) in the metalworking sector.

Design/methodology/approach

The paper examines the preconditions, forms and patterns of trade union transnational coordination under the regime of cross‐border competition and, in particular, its transnational implications for employment regulation in multinationals in Europe. The paper is based on evidence from the metal sector at the European Union level in the direction of establishing a framework for transnational bargaining at company level in Europe.

Findings

The paper argues that workers' representation rights at the European level (EWCs) and their resources can be very important in supporting the trade unions' bargaining activity in a situation of cross‐border negotiation in multinational companies. In the absence of a legal framework, the very recent engagement by the European trade union movement to coordinate bargaining across borders, while stipulating agreements at the European company level (European Framework Agreements) for common regulatory purposes, represents a “necessary” and “essential” – although not “sufficient” condition – for transnational collective bargaining.

Originality/value

The paper ties the formation of EWCs to the early European project of a “social Europe”.
The European works council as a multidimensional contested terrain
Authors: Köhler Holm‐Detlev , González Begega Sergio
Published: October 2010

Purpose

This article aims to develop an original conceptual approach for the research and analysis of European works councils (EWCs) through a critical examination of the theoretical debate on the Europeanization of industrial relations and the main results of the huge body of quantitative and qualitative empirical studies of these transnational bodies for effective worker participation.

Design/methodology/approach

Starting from the authors' own experiences in qualitative case‐study research, they summarise the main developments of EWCs as the most advanced institutional piece in the emerging dimension of European industrial relations and discuss the strength and weakness of the different approaches employed in EWC research.

Findings

From a perspective of “political economy of European integration” the development of EWCs shows the changing power constellations at the micro‐ and meso‐level of transnational firm complexes. More than 800 EWCs councils with thousands of workers' representatives generate hope for an emergent system of industrial relations, but globalization, economic crisis, intensification of regime competition or the consequences on employment of relocation, restructuring and downsizing are threatening advances in this fundamental piece of the European social project.

Originality/value

The paper offers not only a comprehensive state of the art of theoretical debate and empirical research on EWCs, but develops an original and innovative analytical approach for future research. In a meso‐political perspective, linking together micro‐politics with the interaction of the firm with other collective actors, namely public authorities, trade unions and employers' associations at different levels, transnational industrial relations at company level are best analysed as dynamic networks of actors embedded in the framework of the transnational corporation, conceived as a political complex with different actors struggling for increasing their influence on corporate decision‐making processes.
Workers' experiences of skill, training and participation in lean and high performance workplaces in Britain and Italy
Authors: Stewart Paul , Danford Andy , Richardson Mike , Pulignano Valeria
Published: October 2010

Purpose

The article aims to report on research into managerial practices at the workplace level in Britain and Italy in the automobile and aerospace industries. These are examined with regard to their impact on employees' perceptions of skill, training and their relationship to participation. Are advocates of high performance work (HPW) accurate in arguing that it can satisfy aspirations for greater employee influence in contrast to lean working?

Design/methodology/approach

The methodology included questionnaires and interviews with employees and union officials in four companies – two in aerospace (one in Britain and one in Italy) and two in automotive final assembly (one in Britain and one in Italy).

Findings

One of the recurrent themes to emerge from the worker interviews was that the experience of increased effort was not an inevitable outcome of the shifts in the composition of skills and tasks, but rather, a function of the workers' loss of any semblance of control over their work routines and range of responsibilities. What is distinctive about this case study analysis is that despite obvious material differences between the labour processes and working conditions of highly qualified aerospace engineers employed in HPW environments and semi‐skilled car workers employed on lean assembly lines, in two different countries, similar patterns of degradation of work were obtained. That is, technological change, such as the computerisation of design and production processes, along with various manifestations of lean staffing policies were together generating task enlargement. In micro‐political environments marked by a skewed balance of power between labour and the employer in favour of the latter, workers' autonomy had declined as had their ability to maintain some control over the pace and intensity of work. This does not sit favourably with the assumptions of those who advocate the use of “high performance work systems”.

Originality/value

The paper offers an in‐depth cross national sectoral analysis of claims that so‐called HPW significantly enhances workers' experiences of the workplace in contrast to workers' experiences of lean working environments.
Collaborative collection development: a Canadian‐Indonesian initiative
Authors: Bolduc Andre P.
Published: October 2010

Purpose

The purpose of this paper is to describe the collaborative collection development initiative undertaken by the Indonesia Social Equity Project.

Design/methodology/approach

The paper presents a brief history and descriptive analysis of an international collection development project.

Findings

The paper examines practical issues that arose while building the library collection as a librarian/faculty collaboration, with the added element of having been conducted within a multicultural context.

Originality/value

Similar case studies describing international collection development projects are rare in the literature. The article is of interest to librarians researching issues related to cross‐cultural collaboration.
Documents journey through time: weeding a history
Authors: Mix Vickie
Published: October 2010

Purpose

The purpose of this paper is to offer a reflective analysis of project planning for the legal disposition of a large Federal Documents Collection in an off‐site storage facility.

Design/methodology/approach

This paper provides a case study.

Findings

This paper examines specific steps in a project plan for relocation and disposition of Federal Documents received under the Federal Depository Library Program.

Originality/value

The paper contributes to the discussion of library space needs, the disposition of tangible resources in an increasingly electronic age and the challenges libraries face in managing collections.
Funding for collection development activities at Chancellor College Library, University of Malawi
Authors: Chaputula Aubrey , Boadi Benzies Y.
Published: October 2010

Purpose

The purpose of this paper is to look at the nature of funding for collection development activities at Chancellor College Library, University of Malawi, and see how that impacts on the collection development activities of the institution.

Design/methodology/approach

A case study methodological approach was used, coupled with a review of the literature, annual financial reports and acquisition statistics.

Findings

The results of the study show that funding for collection development activities at Chancellor College Library was inadequate and that inadequacy of funding had seriously affected the library's collection development activities. Due to the prevailing conditions, the library had been forced to rely on donations and exchanges as the principal means of growing its collection.

Practical implications

The study recommends some practical interventions, which, if implemented, could ease the financial difficulties Chancellor College Library faces. The interventions include lobbying for an increase in the materials budget, drawing up proposals for possible funding by both local and international organizations, and the introduction of a library fee to be paid by students.

Originality/value

Research undertakings in the field of collection development in Malawian academic libraries are limited, causing a dearth of literature on the topic. This study is therefore significant in that it will help in some way in filling some of the knowledge gaps that exist in this area.
Diversity collection assessment in large academic libraries
Authors: Ciszek Matthew P. , Young Courtney L.
Published: October 2010

Purpose

This paper aims to examine the methods of diversity‐related collection assessment useful for large academic libraries.

Design/methodology/approach

Several examples of diversity‐related collection assessment (circulation and use statistics, WorldCat Collection Analysis, comparison to standard bibliographies, focus groups, patron interviews and surveys, stewardship letters, and a diversity collection development statement) are explored.

Findings

Libraries wishing to assess a collection for diversity should have a clear definition of diversity in place before assessment. Many collection assessment methods useful for determining the diversity of a collection are not applicable for large libraries. Additional tools may need to be developed to facilitate this type of assessment in the future, especially at large libraries.

Originality/value

The paper encourages librarians at larger academic libraries to rethink how the collections are assessed for diversity needs, and illustrates methods useful in performing this assessment in larger institutions.
Intangible resources in performance measurement systems of the hotel industry
Authors: Zigan Krystin , Zeglat Dia
Published: October 2010

Purpose

The purpose of the paper is to demonstrate the value of intangible resources and, consequently, the importance of their integration into performance measurement systems applied in the hotel industry.

Design/methodology/approach

Based on a thorough literature review, arguments draw on relevant theories in performance measurement in the hotel industry and the concept of intangible resources. Merging these two different concepts reveals new research areas.

Findings

The literature review shows that even those integrated performance measurement systems that aim to include non‐financial measures do not necessarily capture intangible resources. Based on this finding, suggestions for extending performance measurement systems are made.

Practical implications

This paper has significant implications for hotel managers, as it will allow them to broaden their perspective and include important performance drivers (i.e. intangible resources such as knowledge, motivation and social capital) in their performance measurement systems.

Originality/value

The paper highlights the need for a comprehensive performance measurement approach that comprises indicators for measuring intangible resources and suggests tools that better capture the contribution of these important performance drivers.
The impact of urban renewal to the labour force in Hong Kong
Authors: Wong Francis K.W. , Hui Eddie C.M. , Wong Joe T.Y. , Wan Janice K.M.
Published: October 2010

Purpose

This paper seeks to examine the contributions of rehabilitation and redevelopment projects to the labour force of the construction industry in Hong Kong. Major projects from the private and public sectors were critically examined and the manpower requirements and the tangible benefits in terms of wages arising from urban renewal were forecast.

Design/methodology/approach

The forecast of the expected persons to be engaged in the construction industry is based on trend regression model. Time series data of construction sites, both private and public, and persons engaged in the past ten years were forecasted for linear trend process for the next three years. From this, a reasonable estimate of man‐days to be engaged and wages to be incurred in the construction industry in the future can be obtained.

Findings

The results provide evidence that the impacts are positive. About 19.4 million man‐days and an income of HK$16.4 billion (3.8 per cent of the nominal GDP of Hong Kong in 2008) are anticipated in the short run. To meet urban regeneration needs, the Government should develop various vocational skills and enhance motivation and job search.

Research limitations/implications

There are potential risks of error arising from the use of assumptions, limited sample size and data from the secondary resources.

Practical implications

Urban renewal works can generate more jobs. The ratio of development projects to rehabilitation works in terms of producing job opportunity by the same amount of budget is about 1 to 4.7. To meet urban regeneration needs, the Government should develop various vocational skills and enhance motivation and job search for renewal works.

Social implications

Urban renewal attracts and stimulates investment, creates employment opportunities and improves the built environment of cities. Also, public rehabilitation works can play a moderate role in stabilizing the economy and the labour market.

Originality/value

The major contributions of this paper are: the estimated labour and financial resources to undertake such renewal works; and the more significant impact of rehabilitation work identified.
Findings from a post‐occupancy evaluation in the UK primary schools sector
Authors: Zhang Yufan , Barrett Peter
Published: October 2010

Purpose

The purpose of this paper is to describe the development of an evidence base for what constitutes an optimal learning space, including a useful toolkit of good practice examples for use by local authority clients.

Design/methodology/approach

The research method centred on a structured case study of each school, informed by: site observation, questionnaire distribution, headteacher's interview and workshop discussions. A total of five primary schools were involved.

Findings

It was found that there is a gap between design expectations and the performance achieved, primarily because the occupants are usually simply coping with the given environment rather than actively managing it. Also, from the headteacher's perspective there are not enough driving forces to carry out post‐occupancy evaluations that would reveal this gap.

Practical implications

Different attitudes and behaviours are needed, and, for this, education programmes for users should be implemented on occupation to ensure that the potential of the design strategies is fully realized. On the other hand, the nature of POE is strongly related to building performance‐in‐use. Therefore, stronger and more regular POEs can play an important role in improving the practical use of existing buildings and the design of new buildings or improvements.

Originality/value

The significant contribution of this research is that it makes a valuable contribution to the body of knowledge of POE results and processes.
Management of client requirements for design and build projects in the construction industry of Hong Kong
Authors: Yu Ann T.W. , Chan Edwin H.W. , Chan Daniel W.M. , Lam Patrick T.I. , Tang Peony W.L.
Published: October 2010

Purpose

This paper aims to investigate the prevailing practice of managing client requirements for design and build (D&B) construction projects in Hong Kong. It attempts to evaluate the limitations and addresses the need for a practical framework for facilitating the implementation of client requirements management within the industry.

Design/methodology/approach

Two research instruments were used in this paper: semi‐structured interviews and case studies.

Findings

The study revealed that the limitations of the current practice included the lack of a comprehensive client's project brief, inadequate involvement of client in the briefing process, the lack of impartial agents, the controversy caused by the uncertain legal status of end‐users and the improper timing of raising requirements by key project stakeholders. Recommendations are given that an inclusive project brief is necessary in clarifying the goals and covering all‐rounded perspectives. A practical framework is needed to improve the client requirements management practice within the construction industry.

Research limitations/implications

The D&B procurement system adopted in Hong Kong actually exists in various forms within the construction industry, which differ from the prototype that has long been recognized. Therefore, a more detailed study into D&B projects covering a broader area is necessary in the future.

Originality/value

Little research work has been undertaken on the study of client requirements management, especially for D&B construction projects. This paper has improved the comprehension of the nature of client requirements and has provided valuable insights into the prevailing problems associated with the management of client requirements.
Pursuing “relational integration” and “overall value” through “RIVANS”
Authors: Kumaraswamy Mohan M. , Anvuur Aaron M. , Smyth Hedley J.
Published: October 2010

Purpose

The paper seeks to consider relational integration across a network of organisational members. To this end, “relationally integrated value networks” (RIVANS) are conceptualised to engage and empower network members towards well‐focused collaboration that adds value. The aim is to identify the routes towards achieving the desirable integration together with the desired “overall value” that includes the hitherto often neglected “whole life” and end‐user priorities.

Design/methodology/approach

Two case studies of enlightened team working are used to examine the power of RIVANS to add value. Deliberations at two subsequent workshops identified the potential for furthering the RIVANS approach and operationalising the value propositions.

Findings

Relational integration in networks adds considerable value to projects. Cross‐fertilisation benefits accrue when RIVANS members also participate in other value networks that also include other facilities managers.

Research limitations/implications

Relational agendas have grown steadily over the last 15 years. There is scope for further development for benefits of clients and the supply network. This is despite an apparent retreat from a focus on differentiation to a re‐emerging cost focus.

Practical implications

Each network can benefit from healthy inputs from, and benchmarking against, other networks. The strengths of each network will be enhanced by the steady development of each of its members, mutual feedback and collaborative learning opportunities.

Originality/value

The need for, and potential impact of RIVANS are heightened in the present major economic downturn. Relationally integrated networks can be more resilient, while adding value and building market share through collaborative efficiencies throughout the life cycles of built assets.
Understanding performance drivers of third‐party logistics providers in mainland China
Authors: Wang Qiang , Huo Baofeng , Lai Fujun , Chu Zhaofang
Published: October 2010

Purpose

The paper's aim is to replicate and compare Huo et al.'s study to better understand performance drivers of third‐party logistics (3PL) in mainland China and to disseminate Hong Kong 3PL providers' experience to mainland China's peers.

Design/methodology/approach

A structural model is estimated to test the construct relationships using data collected from 105 mainland China's 3PL providers. The results are compared with the results of Huo et al.'s study of Hong Kong 3PL providers.

Findings

While the operations emphasis of low cost may still be effective for mainland China's 3PL providers, it may result in worse financial performance for Hong Kong 3PL providers. In mainland China, low‐ cost emphasis is affected by local competition, but not by operational challenges, while it is influenced by both local competition and operational challenges in Hong Kong. Operational challenges have a positive impact on low‐cost emphasis in Hong Kong, but no impact in mainland China.

Originality/value

The study enriches the literature on China's logistics and provides mainland China's 3PL managers valuable insights from the business practices of their Hong Kong peers.
Collaborative performance measurement in supply chain
Authors: Papakiriakopoulos Dimitris , Pramatari Katerina
Published: October 2010

Purpose

The objective of this paper is to demonstrate the challenges when developing a common performance measurement system (PMS) in the context of a collaborative supply chain.

Design/methodology/approach

The paper utilizes qualitative and quantitative data from a case study. The qualitative data refer to the assessment of collaborative performance measures based on interviews with experts, while the quantitative data demonstrate the use of two performance measures in a collaborative supply chain network.

Findings

The development of a collaborative PMS is a challenging task. Through the systematic study of two significant performance measures for a supply chain, it was found that the one could not be supported due to reliability restrictions, while the other requires the development of a complex information system. Based on these, a discussion of specific challenges follows.

Research limitations/implications

The paper has the general case study limitations.

Practical implications

Companies operating in supply chain networks need to synchronize existing business processes and data before the design of a new PMS. Selecting the measures and the measurement method is not a trivial task. Important challenges reveal when dealing with, underlying data, business processes and the evaluation method of a PMS in supply chains.

Originality/value

The management control function usually focuses on the design and development of PMSs for a single organization. Limited knowledge exists when more than two companies require the development of a PMS for a jointly agreed business process.
An examination of strategies under the financial tsunami
Authors: Ho G.T.S. , Choy K.L. , Chung S.H. , Lam C.H.Y.
Published: October 2010

Purpose

The purpose of this paper is to identify the factors, such as the different strategies adopted and the size of the company, that have a significant determining impact on the financial performance of companies in extreme circumstances.

Design/methodology/approach

The research target of this paper is the small and medium enterprises (SMEs) in Hong Kong. This is quantitative research and it is done on a survey basis, which includes hypothesis setting and statistical analysis. In addition, constructive suggestions are given to companies after analyzing the current situation.

Findings

In total, ten factors from four dimensions are determined as the critical strategies for the company to adopt in an uncertain financial situation. The result shows the influence of different factors on return on investment for the companies with different backgrounds.

Practical implications

The business environment today is full of turbulence and uncertainties; this, along with the fierce global competition, means that manufacturers are all struggling to survive. The financial tsunami that has swept across the global economy is believed to be the most catastrophic in living memory. Therefore, this research will be especially valuable and useful to companies which wish to achieve excellence in business performance in spite of such a global disaster.

Originality/value

Manufacturers worldwide have suffered badly from the impact of the financial tsunami. The SMEs in Hong Kong are certainly not an exception. However, under the same adverse conditions, some have been able to maintain their stability or even thrive. The findings suggest some specific corporate strategies which will enable companies to survive and remain competitive.
Managerial perceptions of the competitive environment and dynamic capabilities generation
Authors: Barrales‐Molina Vanesa , Benitez‐Amado Jose , Perez‐Arostegui María N.
Published: October 2010

Purpose

The aim of this paper is to study empirically the influence of managerial perceptions of the environment on dynamic capabilities (DC) generation. It seeks to identify three dimensions of competitive environment (dynamism, complexity, and munificence) and then use the theoretical model developed by Zollo and Winter to explain DC creation.

Design/methodology/approach

The authors use data collected from 200 Spanish firms through a questionnaire to perform multiple and simple regression analyses that examine the relationship between managerial perceptions and DC generation.

Findings

It is found that managerial perception of munificence in the environment is related positively and significantly to the processes of DC creation; only when managers perceive the environment as highly dynamic and complex do they promote processes for developing DC.

Practical implications

The findings suggest that managerial cognition plays an important role in DC processes. Thus, managers should evaluate their mental models and value systems to determine whether they provide an accurate understanding of the environment.

Originality/value

The understanding of DC must be developed though empirical papers, as unresolved theoretical inconsistencies create many challenges in this area. The proliferation of theoretical papers has produced a disconnected body of research.
Effects of information sharing on customer relationship intention
Authors: Tai Yi‐Ming , Ho Chin‐Fu
Published: October 2010

Purpose

This study aims to analyze the effects of information sharing on customer relationship intention (CRI) based on the characteristics of different trading relationships.

Design/methodology/approach

This research was conducted in two phases to explore the effects of information sharing on relationship intention of different customer segments. The objective of phase one was to segment different customer groups according to two criteria: customer relationship value and customer responsiveness. The objective of phase two was to analyze the impact of information sharing on these segmented customer groups.

Findings

Data from 239 customers of a large steel supplier indicate that information sharing positively influences CRI and that the characteristics of the trading relationship moderate the effects of information sharing. These findings suggest that, while information sharing is an important means of enhancing a customer relationship, not all types of customer should be treated the same way.

Research limitations/implications

Assessment of customer intention depends on the structure of the buyer‐supplier network. Other extraneous variables such as branding, industrial position and bargaining power may influence customer attitudes towards information sharing‐induced changes.

Originality/value

This paper contributes to the understanding of the effects of different levels of information sharing on different customer clusters differentiated by trading relationship characteristics.
Applying social network analysis on customer complaint handling
Authors: Sitko‐Lutek Agnieszka , Chuancharoen Supakij , Sukpitikul Arkhom , Phusavat Kongkiti
Published: October 2010

Purpose

The paper aims to examine existing information flows formally and informally within a customer complaint handling process, and to identify possible improvement areas to strengthen the effectiveness of this process in the workplace. These objectives are derived from the fact more than 80 percent of complaints have taken longer than the targeted timeframe during the past two years at the plant under study. The study is part of the plant's overall efforts in improving quality and customer satisfaction.

Design/methodology/approach

The methodology involves document reviews (i.e. a customer complaint handling procedure), discussion groups and interviews, and the use of the UCInet software for the social network analysis or SNA formulation. Key features such as connection strength, point connectivity, and degree centrality are examined.

Findings

The SNA shows that everybody associated with this process is connected. For a potential downside, customer service and quality assurance engineers appear to be critical. Their roles and responsibilities imply that, in addition to becoming technical experts, they have to be responsive and active in disseminating information to other staffs. Furthermore, if an engineer in charge of process engineering is absent or does not pass along information, at least four staffs will be disconnected from the network. Process engineering leader is also viewed as critical. He should actively participate and constantly engage in resolving a customer complaint.

Research limitations/implications

The SNA can compliment process improvement by focusing on the roles and the importance of key persons within a process. The reason is that an improvement should focus on both a procedure (i.e. step‐by‐step activities and tasks) and persons (e.g. connectivity, interaction, and information bottleneck position). In other words, the paper underlines potential applications of the SNA on strengthening a quality management system (i.e. ISO 9001:2008). Therefore, the SNA, given its flexible applications, can emerge as an important management tool in the areas of quality management.

Practical implications

All top executives from the quality and reliability, and manufacturing functions view the SNA positively. The findings help them visualize the current practices at all levels when dealing with a customer complaint and identify the areas in which more attentions have to be made for a more effective process on complaint handling. For example, customer service engineer should be in the contact with all persons dealing with the complaint handling process. Process engineer leader needs to become more proactive in sharing a complaint and in checking its status more constantly.

Originality/value

The case study highlights the importance of the SNA when attempting to improve an operational process that requires two or more functions working together.
Enabling quality management systems in the maquiladoras
Authors: Dowlatshahi Shad , Hooshangi Soheil
Published: October 2010

Purpose

The maquiladora industry is a manufacturing system that utilizes the Mexican workforce and foreign investment and technology on the border region between the USA and Mexico. This study seeks to explore managerial support and employee involvement as well as quality processes (internal enablers) and supplier selection criteria (external factors) in the maquiladora industry with respect to ISO 9000 certification.

Design/methodology/approach

The enablers of ISO certification were studied through a survey instrument and extensive field interviews with experts of maquiladora plants in El Paso, Texas and Juarez, Mexico. Based on a 78 percent response rate (171 usable questionnaires) and 11 in‐depth interviews of quality experts in eight industries, statistical analyses including reliability and validity analyses, factor analyses, tests of hypothesis, and ANOVA were performed.

Findings

The four hypotheses developed were verified. Based on the analyses, ISO‐certified companies exemplified better and longer‐term relationships with main/core suppliers, greater top managerial support and employee involvement and communication, and more effective quality processes than those of non ISO‐certified companies.

Practical implications

The results of the study could assist maquiladoras to improve their internal and external enablers in order to have a better chance of achieving ISO certification. Likewise, the headquarters of the maquiladoras could benefit from the identification and recognition of these internal and external enablers.

Originality/value

The quality of products manufactured in maquiladoras should be congruent with the parts and products produced in their headquarters. The paper addresses the role and importance of ISO certification for both maquiladoras and their headquarters. The headquarters could provide the necessary support and resources for achievement or ISO certification in maquiladoras.