bluuebunny/crossref_metadata_2025 huggingface dataset:
The implications of customer service initiatives for human
resources professionals
Authors: Macaulay Steve , Cook Sarah
Published: July 2002

Outlines the benefits to the organization of enhancing customer
service with the support of human resources specialists, who can play an
important role in developing and reinforcing a customer service ethic.
Increasingly, human resource specialists take on the role of internal
consultants who provide guidance and facilitate the design and
implementation of a customer services programme. Illustrates this with a
case study of the Birmingham Midshires Building Society, where the HR
function has played a major role in re‐creating the society as a
customer focused business.
A model of service quality for training
Authors: Galloway Les , Ho Sam
Published: July 2002

Defining “quality” can be confusing. There are numerous possible interpretations, especially in the service sector. Despite this, quality is seen as a major factor in customer acquisition and retention. Describes a model of service quality based around operational issues, directly relevant to issues of staff skills and training; and based on three dimensions of outcome/process, hard/soft and objective/subjective, giving a total of eight service types. Developed from survey data and in‐depth interviews with staff and customers carried out within retail banking, it is suggested that the operations orientation makes it universally acceptable. Concludes that the benefits to the organization from a correct match between staff skills and customer expectations include a higher and more consistent perceived quality by customers, and, very probably, a greater level of job satisfaction among staff.
Asian company examples of excellent quality management
Authors: Villanueve John , Kleiner Brian H.
Published: July 2002

American industry has been challenged from goods coming from abroad. Once pre‐eminent in quality in the 1940s and 1950s, US companies can no longer stand complacent while their market share erodes in the face of foreign competition, especially from Asian companies. To see how American industry can better its predicament, one must look to the Asian “tigers” for the answers to American industry’s woes. Examines, specifically, certain Asian companies such as Hyundai and Toyota in depth to see how they could achieve such an astounding success in quality in just a few decades. Moreover, examines how these two Asian companies achieved excellence in quality through their techniques in quality management, which might provide, in the present as well as in the future, an example for American companies to emulate.
Cultural change: crucial for the implementation of TQM
Authors: Vermeulen Werner
Published: July 2002

Claims that management’s failure to recognize the importance of attitudes and to foster a change is one of the primary reasons for the failure of the quality transformation process. States that successful TQM implementation is dependent on the existence of a total quality culture among all personnel. Reports research which indicates that, although some positive elements do exist, for example, a common accepted vision, accepted responsibilities, customer‐focus and group cohesiveness, much still needs to be done to pave the way for a total quality culture.
The missing quality dimension in a Chinese‐based society ‐ Hong Kong
Authors: Lo Victor H. Y. , Cheng T.K.
Published: July 2002

A survey instrument based on the fundamental concepts of TQM in BS 7850 was developed to measure employees’ motivation and behaviour towards practising TQM in Hong Kong. Principle‐component factor analysis was employed to analyse the data. Three factors were found, namely the technology, the system and the philosophy, with emphasis on different aspects of TQM. Factor scores were then computed and empirical results showed that there exist three dimensions of quality and that Hong Kong employees are more motivated by the technical aspects of TQM, such as reducing quality losses and continuous improvement. On the other hand, the philosophy aspect of quality has not been emphasized.
Self‐management: implications for teacher training
Authors: Cheung Wing‐Ming , Cheong Cheng Yin
Published: July 2002

Argues for the importance of self‐management in ensuring quality of teacher performance. Aims to propose a framework of teacher self‐management and draw implications for teacher training. Teacher self‐management is a continuous process comprising two self‐propelling cycles. The major cycle consists of five sequential stages, in which teachers as strategic actors will be aware of the changing education environment and able to readjust their personal goals and action plans to meet emerging challenges. The support cycle facilitates action learning in various stages of the major cycle. Practising in the major and support cycles, teachers may develop the necessary self‐renewal and competence for ensuring the quality of their professional work in the changing environment. From this conception of self‐management, the traditional staff development practice in school can be re‐engineered to maximize opportunities for facilitating teachers’ self‐management and self‐learning. For both pre‐service and in‐service teacher training, the self‐management theory can also bring alternative ideas for reforming teacher education programmes and preparing teachers for quality performance in a changing education environment. The implications should be useful not only to educational organizations but also to other professional organizations.
Developing an Empowering Culture in Organizations
Authors: Nixon Bruce
Published: July 2002

People in organizations face uncertainty, complexity and huge pressures.
Argues that we need a new culture in organizations to help people and
their enterprises thrive in this situation, and that widespread
leadership plays a key part in bringing this about. The key challenge
for people in management and organization development is to help
organizations develop a culture that enables people both to function
better individually and to achieve common purposes. Proposes practical
strategies for practitioners who want to help their organizations bring
about cultural change. Describes a useful model for programs designed to
harness the energy of managers in order to bring about change, work on
the real issues confronting them and make changes in their attitudes and
behavior. Also describes an open program for leaders of organizational
change which follows a similar model and the effects it has had on the
participants and their organizations. Finally reflects on some of the
author′s own difficulties and learning.
Project MORALE
Authors: Newton Robert J. , Wilkinson Michael J.
Published: July 2002

Ashworth Hospital has undertaken a management development program for 80
first‐line and middle managers, at the centre of which is the concept of
empowerment. To avoid the pitfall, which many other such programs have
fallen into, of paying lip‐service to the notion of empowerment, a
“Project” has been established entitled “MORALE”. The project begins and
ends with an evaluation emphasis on “M” for mentorship and “E” for
empowerment. Sandwiched between these interdependent focuses are,
“O” for ownership, “R” for responsibility, “A” for accountability, and
“L” for learning, these being the accepted prerequisites for the success
of empowered managers. Focusses on the delivery team′s belief that the
effective development of managers, and their associated organizational
benefits, can best be achieved through implementing strategies
specifically designed to help empower them. Empowering managers is about
helping them to take ownership of their jobs so that they can take
personal and collaborative interest in improving the performance of the
hospital.
Humor ‐ an empowerment tool for the 1990s
Authors: Miller Jacqueline
Published: July 2002

Addresses the value of laughter, play and a sense of humor as tools for improving communication, innovation and empowerment. Organizations around the world are hiring the author, and other facilitators, to deliver playful and humorous programs designed to help team members develop a creative, collaborative and customer‐centered culture. Lowering stress, improving interpersonal skills, increasing creativity and accelerating learning all can be accomplished by including fun in the workplace. These behaviors and skills support the empowered organization.
Control and isolation in the management of empowerment
Authors: Collins David
Published: July 2002

Attempts to reanalyze the concept of empowerment as it relates to management. Tracing the origins and nature of management, outlines a case for viewing empowerment as part of a larger system of management control innovations, or cocktails of control. Does not seek to debunk or dismiss empowerment as simply founded on control, and so unworthy of serious analysis. Instead, using the concept of governance, attempts to analyze how managers use the rhetoric of empowerment to secure control. From here analyzes the limits to managerial control, founded on empowerment. Offers observations and conclusions for future research on empowerment.
Personal empowerment: self as tool
Authors: Wing Linda S.
Published: July 2002

Advises consultants, “experts,” how to examine and come to understand their personal biases, opinions, experiences in order to assist clients better in understanding the complex issues that face their organizations. Suggests that failure to do so can result in failure of change efforts.
Postal service pricing subject to reliability constraints on service quality
Authors: Boronico Jess S.
Published: July 2002

The 1980s and 1990s have seen competition emerge within industries traditionally imbued with monopoly status, for instance, the field of telecommunications. Within these industries, increased competition and the threat of the removal of statutory monopoly has resulted in greater awareness regarding the impact of quality on service and efficient pricing. Discusses, as an example, postal services, an industry of immense importance worldwide, suggests that the emphasis postal services place on the implementation of both timely and reliable service and competitive prices will inherently determine the success they will have withstanding the ever growing threat of international and national competition. While postal services and public utilities share similar peak‐load problems as discussed in the traditional natural monopoly literature, limited deferrability of mail service, together with service differentiated pricing, yields a framework sufficiently different so as to warrant a separate analysis. Presents a model which considers this analysis by developing welfare‐optimal prices, reliabilities and capacities under conditions of stochastic demand subject to reliability constraints on service quality and a minimum profit Ramsey constraint.
The Filipino “tingui” retailing approach and cigarette price increase
Authors: Chen Kuang‐Jung
Published: July 2002

The practice of selling cigarettes by sticks is a phenomenon that can be observed among Asian countries. It is prevalent in urban centers where the retailing activity is one of the major economic activities undertaken by the middle and lower echelons of the social class. In a study of the switching of consumers from one brand to the other as a response to price increases, the practice has shown a bi‐directional effect. In an inter‐brand shift, it acts as a buffer slowing down the change in preference by granting the consumers an ability to buy the same brand even if the budget is not enough for one pack. The opposite, however, happens in the intra‐brand (local to foreign) shift. The practice makes it easier for the consumer to shift by lowering the perceived “sacrifice” in incremental price vis‐à‐vis the differential value between the imported and local brand.
Towards a “business‐led” approach to information systems development
Authors: Maguire Stuart
Published: July 2002

There is growing concern about the apparent widespread failure of information systems (IS) and information technology (IT) to deliver real organisational and business benefits. Several high profile computer system failures in the public domain have highlighted this problem. A lack of understanding about the impact of IS and IT on employees and organisations has compounded the problem. Historically, the majority of IS have been developed using a predominantly technical perspective. IS developers have attempted to minimise the complexity surrounding organisational change by concentrating primarily on a technical agenda. This paper attempts to show that the majority of current IS development methodologies focus on only a sub‐set of the organisational problems that can be created by information systems. It then continues by highlighting the need for development methodologies to take a more “business‐led” perspective when information systems are being introduced into organisations.
Using business models and revenue streams for digital marketplace success
Authors: Lunn Mark
Published: July 2002

Over the last 18 months digital market places have gone through a difficult period of change, consolidation and closure. They have suffered from meagre transaction volumes and equally meagre revenues and they have faced a raft of competitors. Identifies business model and revenue stream factors likely to improve an organisation’s chance of success. A success factor is understood to be a quantifiable measurement that determines the outcome of a business activity. In order to obtain these success factors, information has been sought through interviewing three senior executives from digital market place organisations. This has been supported by literature research using academic sources and industry analyst material. Draws an analogy between the financial services industry and the digital market place sector as these two industry groups share many commonalities. Identifies five factors that make important contributions to successful trading from business models. They cover the provision of services, market positioning and targeting clients. The successful revenue stream strategies involve specific approaches to developing and maintaining revenue from transaction fees, speculation, billing, service provision and client focus. Concludes that digital market places will become an intrinsic part of the way that organisations conduct business and provides some suggestions for their continuing successful operation and growth.
Dutch primary schools and the concept of the learning organization
Authors: Karsten Sjoerd , Voncken Eva , Voorthuis Marjon
Published: July 2002

Since the 1990s the concept of the learning organization has been promoted as a way to restructure educational organizations to meet new challenges such as more autonomy, school improvement and better performances. Gradually, schools have started to use the concept and are developing tools and processes for testing the ideas in practice. This article pursues two goals. First, it explores how the more visionary and theoretical framework of the learning organization can be translated into the daily practice of primary schools. For that purpose ten experts were extensively interviewed in the field of educational innovation and asked questions about the conditions, stimuli and obstacles for organizational learning. Second, the authors give examples of how some Dutch primary schools act as learning organizations. Using these examples, the article explores how the idea of the learning organization is put into practice in the field of education and how we can learn from these examples.
Dynamic learning capability and actionable knowledge creation: clinical R&D in a pharmaceutical company
Authors: Ingelgård Anders , Roth Jonas , Styhre Alexander , Shani A.B. (Rami)
Published: July 2002

This article explores the use of organizational learning mechanisms to create actionable knowledge in a pharmaceutical company. An action research based approach was used to explore the nature and issues associated with fostering the dynamic learning capability within the firm. The results indicate that dynamic learning capability is embedded and influenced by company culture, existing skills and competence, organizational structure, incentives for learning, capacity for continuous change and leadership. It is argued that enabling actionable knowledge creation is a fragile process that has to be managed with care, and is far more complex than the literature suggests.
An Analysis of Discrimination Skills as a Process of Organizational
Learning
Authors: Lyles Marjorie A.
Published: July 2002

Analyses four firms to determine if they develop the ability to be
selective and to determine what factors have the greatest impact on
discrimination. Discrimination skills involve the ability to
discriminate or to discern differences among decision situations and to
choose appropriate behaviours or actions for each situation. The factors
which seem to be most important to the development of discrimination
skills are commitment to past success programmes, utilizing people
across divisions/structures, and the salience of the situation. The
discrimination skills were apparent by the decision rules that were
developed and told.
A Model of Organizational Learning and the Diagnostic Process Supporting
It
Authors: Benoit Carol A. , Mackenzie Kenneth D.
Published: July 2002

The ability to think organizationally helps an organization′s members to
manage the organization′s environments more effectively and to link
results to the strategic direction. Describes the organization level
learning (OLL) model and the organizational diagnostic survey (ODS)
process developed to support it. Identifies two major categories of
organizational problems and integrates the ten‐step ODS process with
five stages of organizational problem solving. Effective organizational
learning is an organization‐level process which occurs when four key
learning processes described in the OLL model are managed with purpose,
discipline and persistence. Associates in effective learning
organizations think organizationally.
Becoming a learning organization through partnership
Authors: Borzsony Philippa , Hunter Keith
Published: July 2002

Highlights Glasgow Caledonian University’s Partnership for Quality Initiative (PQI), a five‐year learning‐through‐partnership programme, unique in UK higher education, designed to create equal, decision‐making partnerships of university staff, students, employers and community groups. Claims that partnerships have improved the quality and speed of decision making, and increased resources. Explains the background to partnership and learning organizations, the theoretical framework developed through action learning research, and the practical processes, tools and techniques used to turn the idea of learning partnerships into reality.
Complexity meets periodicity
Authors: Gault Susan B. , Jaccaci August T.
Published: July 2002

Suggests how periodicity can be used with complexity theory to enable businesses to understand their position in the periodic cycle of gather, repeat, share and transform. Looks in detail at how complexity, information and organizational structure interrelate and influence learning organizations.
Stories within a story: parables from “The New Zealand Experiment”
Authors: Cash Michael
Published: July 2002

Organizations are immersed in their myths and stories which they proclaim through their annual reports, budgets and other formal and informal communications and enact through their “biography”. These stories are seen as “stories within a story”. Organizational stories are governed by a dominant myth that bounds and constrains the context and content of the organizational learning. Argues that myths are founded in paradox. Story types that challenge the myth (parable above all) surface the assumptions underlying the paradox, leading to a higher level of learning or consciousness and, ultimately, a new myth. Examines the dominant business myth within recent (post‐1984) New Zealand experience, a period of radical restructuring, called internationally “The New Zealand Experiment”. From this repetoire of stories, several parables are chosen which demonstrate the role of parable in perplexing paradox, thereby generating new and surprising learning. Suggests that there exist “peoples of paradox”, communities of place and practice, operating out of alternate myths, with the capacity to enlarge the learning/consciousness space, and to develop higher levels of learning, or “third‐loop learning”. The challenge for organizational learning and research is to integrate insights from the study of narrative and organizational learning to better understand how this higher consciousness can be fostered. This is the territory in which the quantum leaps for business will take place.
A time for reflection: learning about organizational learning
Authors: Francis Stuart
Published: July 2002

Describes the development of a course on learning organizations for Auckland Business School. Gives a number of different uses of the phrase “learning organization” and outlines three types of learning: individual; collective; and deutero. Presents a summary of the literature on organizational learning and outlines three core elements which are considered to be essential: strategy; knowledge; and leadership. Discusses the major themes of the course, dealing with the basic concepts of learning in organizations. Presents a framework which can be used as a template to assist in the study of organizational learning and outlines some of the ways in which the concept of “learning” was used in the teaching of the course.
The “real world” as classroom: the learning organization and innovation
Authors: Cahill Dennis J.
Published: July 2002

Examines the reasons for creating a learning organization; then proceeds to use the metaphor of the real world as a discussion‐based classroom. Further examines practical applications for a “return on investment” for the troubles caused by instituting a learning organization in an existing organization.
Using search conferences for building learning, planning and implementing communities that work
Authors: Large Martin
Published: July 2002

States that search conferences originated in the open systems work of Emery and Trist. Covers the following issues: What are search conferences? How did they develop? How do they work? What are the design principles? How do they differ from other large group interventions? Search conferences as learning organizations and for participative strategic planning.
The responsibilities of members in an organization that is learning
Authors: Dixon Nancy M.
Published: July 2002

As organizations move toward organizational learning the responsibilities of members change. Organizational members, themselves, should be giving consideration to what these new responsibilities should be, rather than leaving this task to management. Six possible responsibilities are suggested here to begin such a discussion. These responsibilities call on organizational members to accept greater responsibility for the generation and sharing of knowledge, but equally important is determining the organization’s purpose and sharing in its governance.
Socially constructed learning: a commentary on the concept of the learning organisation
Authors: Cullen Joy
Published: July 2002

Applies a socially‐constructed perspective on cognition and learning to learning organisations. Explains socially‐constructed cognition, learning and the concept of a learning organisation‐personal mastery, mental models, shared vision, team learning and systems thinking. Based on Australian cases and research, it outlines the enterprise culture, the learning university and workplace learning. Examines the possible key role of consultants in promoting organisational learning. Argues that a major shift in thinking about HR has to take place to support learning organisations. Outlines future areas for research: redefinition of concepts such as team thinking and team learning to incorporate the study of constraints; the study of the physical environments which hinder/support learning organisations and further investigation of work group cultures.
Towards managerial efficacy: back to 2,000‐year‐old guiding principles
Authors: Sui Pheng Low
Published: July 2002

While modern management literature abounds with theories on how best to achieve managerial efficacy )including the concepts of power in organisations, authority, empowerment, organisation politics, employees’ resistance to change, leadership style and conflict management(, it is timely to remember the basic guiding principles laid down in the Holy Bible which are still very applicable today. Although some of these principles may be at the back of their minds, many managers today are awash with complicated modern management concepts, so much so that the simple but yet time‐tested wisdom enunciated in the Holy Bible is conveniently brushed aside or overlooked. The guiding principles highlighted in the paper suggest that this should not be the case. Instead, modern management concepts should be synthesised with these guiding principles to attain managerial efficacy.
Organizational transformation from the inside out: reinventing the MIT Center for Organizational Learning
Authors: Clanon Jeff
Published: July 2002

This article provides experiential based insights into the process of organizational transformation, changing not only the organization’s structure and practice but also the thinking and quality of interaction among the people who compose it. It traces the two‐year change process undertaken at the MIT Center for Organizational Learning which resulted in a new self‐governed, non‐profit membership organization, the Society for Organizational Learning. It describes the context for the process, why it was undertaken, the key conceptual models that guided it, the results, what we learned and the implication for achieving fundamental change in contemporary organizations.
Preservation of library materials in China
Authors: Liu Jiazhen
Published: July 2002

This paper looks briefly at changes in preservation practice for library materials in China, as well as constraints and, in more detail, current needs in this area.
The Diffusion of an Innovation in Indonesia
Authors: Chaudhuri Arjun
Published: July 2002

Traces the diffusion of palm oil by a joint venture company in Indonesia
during the early 1980s. The diffusion framework provided by E.M. Rogers
is examined in this context. The author relates his personal
observations over the course of two years and arrives at certain
conclusions. In keeping with Rogers′ framework, characteristics of the
innovation and change agent effort were critical in the diffusion.
However, Rogers′ two‐step model of diffusion was not relevant in this
case. A one‐step model of diffusion is recommended for the marketing of
industrial products where knowledge of the innovation is considered to
be proprietary information and is not spread through interpersonal
networks.
Patents: A Managerial Perspective
Authors: Hufker Tim , Alpert Frank
Published: July 2002

Patent law is a topic that seems to frighten many managers, who seem to
have largely abdicated the topic to engineers and attorneys. Presents an
overview and analysis of patents to help educate managers on this topic.
Discusses patent application, patent strategy, patents and the marketing
mix, and patent control.
The product development process: three misconceptions which can
derail even the “best‐laid” plans
Authors: Gordon Geoffrey L. , Ayers Douglas J. , Hanna Nessim , Ridnour Rick E.
Published: July 2002

An enormous volume of literature has evolved which promises
remedies for any organization′s new product development woes.
Unfortunately, new product development is an inherently uncertain and
complex process which is generally not amenable to standardized
solutions. Based on extensive consulting experience, addresses three
commonly held misconceptions regarding the new product development
process. Provides examples to illustrate each of the misconceptions and
presents the lesson to be learned from each. Finally, discusses
recommendations for management.
Decision support for global marketing strategies: the effect of
country of origin on product evaluation
Authors: Badri Masood A. , Davis Donald L. , Davis Donna F.
Published: July 2002

Due to increasing global competition, the issue of
country‐of‐origin has received a great deal of attention recently.
Examines country‐of‐origin image stereotyping by businesspeople in the
Gulf States of the Middle East. Assesses the attitude of businesspeople
toward various products of seven countries: the USA, Japan, Germany,
England, France, Italy and Taiwan, that are the most active in the Gulf
States. To develop effective global marketing strategies, firms require
decisionmaking support in the form of information about the perception
of their products in the international markets. The study found that
country‐of‐origin stereotyping is present in the Gulf States market. The
study provided evidence that “Made in the USA, Japan, and
Germany” clearly emerged as most favoured countries of origin. In
addition, the image of English products trailed behind products from
other European countries except Italy. Profile differences were analyzed
statistically. Age, education, sex, and income level were variously
related to consumers′ attitudes to products made in different countries.
Using membership fees to increase customer loyalty
Authors: Dick Alan S.
Published: July 2002

Reports on a preliminary study which examined the impact of
membership fees on consumer attitude and choice. Consumers participated
in a computerized simulated shopping experiment in which repetitive
choices were made from a set of videotape rental stores. Paying a
membership fee had a short‐term impact on attitudes and choice. It is
suggested that it is often a wise practice for retailers to build
membership fees (even very small ones) into their pricing structure.
Paying such a fee appears to make consumers resistant to the offers of
competitors in the short run and may provide some insulation from
competitive attacks.
Creative ideas take time: business practices that help product managers cope with time pressure
Authors: Andrews Jonlee
Published: July 2002

States that the ongoing success of a mature product depends largely on the product manager’s ability to identify creative new ways to market the product. Suggests that one reason why many marketing programs lack creative initiatives is that product managers operate under significant time pressure, and time pressure kills creativity. Highlights four business practices (formal planning process, use of teams, interaction with other functional areas, experience with the product category) which were expected to help product managers to cope with time pressure. Finds, however, through a survey of consumer goods product managers, that only experience with the product category worked as expected. Concludes, therefore, that top management must directly reduce time pressure by examining policies on practices such as frequent product reassignment and downsizing, and the proliferation of line extensions.
Social expressions/greeting card industry: anatomy of an international marketing strategy
Authors: Berkowitz David , Hill John S.
Published: July 2002

Contends that adapting consumer products to foreign market tastes is one of the more difficult challenges facing international marketers; the stakes are high, with even minor cultural mistakes resulting in lost sales and corporate embarrassment. Chronicles how one company in the global greeting card industry developed its international marketing strategy. Uses a Delphi panel of company managers to identify key factors in the product adaptation process. Draws on corporate expertise to pinpoint key similarities and differences between the US home market and prospective foreign markets. Concludes that where there were major similarities, prospects were deemed good for global standardized strategies. Where there was great diversity among key indicators, a multinational country‐by‐country approach was followed.
Global markets and the new product development process
Authors: Yelkur Rama , Herbig Paul
Published: July 2002

Explains the globalization of new products with the help of a global new product development model. Attempts to provide a framework for the new product development process, bearing in mind the increasing globalization of markets. Concludes that joint functioning of engineering, marketing, market research, R&D and management is needed from the first stage of product development.
Determinants of store brand choice: a behavioral analysis
Authors: Baltas George
Published: July 2002

Understanding the store brand buyer is a central issue for strategic brand management because of the increasing market shares of private label products. Offers an analytical framework and introduces a behavioral approach for understanding what makes consumers more responsive to store products. For the first time, uses panel data in a choice model which is shown to explain actual behavior successfully. Identifies many important determinants of store brand proneness and yields clear implications for marketing managers of both national and retailer brands.
Designing products for variety and how to manage complexity
Authors: Prasad Biren
Published: July 2002

When products are designed for variety, the number of
parts, number of models, and the number of their brands increases. This increases the level of
complexity the organization has to go through to manufacture the product. In order to manage the
product and process complexity, it is often required to decompose the job into a small number of
tasks or activities so that the level of abstraction in each is reduced. This reduces the
dependency between the decomposed tasks thus reducing the complexity. The amount of efforts
required to complete the job, however, is proportional to the square of the number of tasks in the
decomposed set. This paper describes how to manage complexity in that situation so that the
communication efforts stay within an acceptable range.
The Price Is Right...or is it? Demographic and category effects on consumer price knowledge
Authors: Estelami Hooman
Published: July 2002

For over a quarter of a century, the television game show The Price Is Right has been testing American consumers’ knowledge of prices for a wide array of products. The settings of this highly popular game show allow for a broad examination of the extent of price knowledge consumers possess across product categories. Much of our current perspective on consumer price knowledge has been limited by a restricted choice of product categories studied, and a lack of significant respondent incentives for providing accurate price responses. Using data from hundreds of contestants, highly motivated to provide accurate price estimates, this paper studies the impact of product‐ and consumer‐related factors on consumer price knowledge across 29 product categories.
Improving competitive position using branded ingredients
Authors: McCarthy Michael S. , Norris Donald G.
Published: July 2002

Assesses how branded ingredients affect consumer product quality perceptions, confidence in product quality perceptions, product evaluations, taste perceptions, purchase likelihoods, and reservation prices of host brands of varying quality. In two experiments, we find that branded ingredients consistently and positively affected moderate‐quality host brands, but only occasionally positively affected higher‐quality host brands. Suggests that managers of both moderate and higher‐quality host brands consider implementing branded ingredient strategies, albeit for different reasons. While moderate‐quality host brands can improve their competitive position by using branded ingredients, higher‐quality host brands generally do not. However, higher‐quality host brands may benefit most by securing the most desirable branded ingredients for their own use, thereby blocking moderate‐quality host brands from using a branded ingredient strategy to improve their competitive position.
Innovativeness and newness in high‐tech consumer durables
Authors: Blythe Jim
Published: July 2002

This study concerns consumer responses to new product offerings in the category of high‐tech audio equipment. For the purposes of the study, consumers were categorised as high‐innovators or non‐innovators. The general objective of the research was to determine how differing groups of consumers view innovativeness, and how innovativeness is assessed, with particular reference to high‐tech product offerings. The research was carried out in two stages; a series of focus groups was run to determine the dimensions of the problem, and a questionnaire derived from this. The questionnaire was then administered to visitors at a consumer‐oriented trade show. Statistical analysis of the questionnaire revealed that there are significant differences between groups of consumers regarding the relative importance of various factors in the process of assessing innovativeness.
The performance appraisal process of pharmaceutical product managers in Canada: an empirical study
Authors: Prevel Katsanis Lea , Pitta Dennis A.
Published: July 2002

Examines the way in which the performance of the pharmaceutical product manager is evaluated. Attempts to provide a picture of the principal functions on which the Canadian pharmaceutical product manager is evaluated, as well as of performance appraisal systems currently used in the pharmaceutical industry. Two methodologies are used, both in‐depth interviews and survey, in order to provide the most comprehensive examination of this area. Additionally, examines whether or not these systems are proving useful in linking job tasks to performance appraisal in order to achieve the goals of the organization.
Home with ET – Elsik technology
Authors: Summerlin Michael D.
Published: July 2002

This article profiles the technology‐rich environment at Elsik High School in the Alief Intermediate School District on the west side of Houston. The district’s $16 million commitment to technology by 2001 is explored. The instructional benefits are featured by departments with a basic outline as to what students are doing in a strong instructional program that is technology‐based. Implementation ideas by departments are demonstrated from the art department to the sciences and social studies. After departments are highlighted, the technology available to the administrators, teachers, and staff is showcased. Online technologies, video distribution, and video conferencing are discussed. All of the technological tools and implementation of these tools into and across the curriculum demonstrate Elsik High School’s commitment to integrate technology into each and every classroom to better prepare students for the new millenium.
ActiveBook: a framework for optimizing Internet technologies in education
Authors: Verma Sameer , Parikh Mihir
Published: July 2002

This paper describes several problems with the current Internet technologies and the way they are currently utilized in education and proposes an innovative solution. First, the paper discusses an activity matrix that maps learning activities involved in business education along two dimensions: level of monitoring and level of interaction. The paper then proposes a unifying framework that utilizes emerging Internet technologies to support these learning activities. The framework goes beyond a simple piece of software at the client level to provide a complete solution with the student client, the instructor client and the server level software. Furthermore, the paper describes the architecture, features and specific technologies used in an actual education support system developed from the framework.
Virtual libraries: interactive support software and an application in chaotic models
Authors: Katsirikou Anthi , Skiadas Christos , Apostolou Apostolos , Rompogiannakis Giannis
Published: July 2002

Observes that in today’s digital world, not many things continue to operate in the traditional manner. This is because the ways of living and working demand new technology, new tools and new methods. This is the case for libraries too. They have to adapt to this new digital world because their traditional way of working with books and papers cannot cover any more new customer demands and their applications. The advent of the virtual library is usually presented as a positive development for library users. Presents a new way of organizing such a virtual library, an interactive support software and an application using fractals and chaos models of the way this new approach can be used. Focuses on such applications because their important feature is not their final picture but the way in which this picture is generated, and changes through time.
An end‐to‐end solution for Internet lecture delivery
Authors: Fong A.C.M. , Hui S.C.
Published: July 2002

Although the Internet offers great opportunities for educational purposes, its full potential cannot be realized unless it can be used effectively for lecture delivery across vast distances. However, the best‐effort nature of the current Internet means that many technical issues have to be resolved to ensure that the quality of video and audio play‐out will be acceptable. Presents an end‐to‐end solution for Internet delivery of “live” and recorded lectures based on a one‐to‐many server‐clients topology. The focus is on low‐bandwidth technology to minimize the students’ client side equipment overheads. Describes the development of an integrated quality of service control mechanism comprising both congestion control and error control and how the solution has been implemented as a Web‐based learn‐on‐demand system. Presents a performance analysis of the system.
QMS2000: linking assessment and information technology
Authors: Welsh John F. , Dey Sukhen
Published: July 2002

Describes how the University of Louisville developed a partnership with Dey Systems, a Louisville technology company specializing in quality and measurement solutions, to create a quality measurement system for higher education. QMS2000, a technology‐based enterprise‐wide assessment model, is a relational, interactive information system that includes data from 313 satisfaction surveys that are linked to corresponding databases at the University. QMS2000 is an on‐line information system, operating in a networked, client‐server environment that permits licensed users access to designated components of the system. QMS2000 users generate reports and perform advanced statistical analyses drawing from the QMS2000 databases. The data and reports are used to improve academic and support programs at the university. The role of QMS2000 in the University’s quality improvement scheme and its initial impact are discussed.
Web and database network environments for educational supply and demand
Authors: Ferdig Richard E. , Hartshorne C. Richard
Published: July 2002

College and university technology administrators and faculty face an interesting scenario of technology supply and demand. On one hand, the promise of technology for enhanced learning has created a demand from faculty to be provided with cutting‐edge hardware, software, and training aimed at technology implementation into their curriculum. However, education, economy and businesses’ need for technically‐savvy scholars and workers has meant an increase in the supply of students returning to receive education in technology‐related fields. We argue that merging these two in advanced technology courses solves an institute’s need for software and training; it also provides incoming students with an authentic learning environment for appreciating the complex domain of technological tools in education. The creation, development, and implementation of the Physical Science Activity Database is provided to demonstrate that, although this idea is not necessarily new, using Web and database networks enables widespread reusability as well as complexity of learning.
XML and global name access control
Authors: Lam Ki‐Tat
Published: July 2002

This paper discusses why the MARC21‐based authority format has failed in a global setting and details the use of XML and its related technologies to achieve global name access control.
XML and relational databases: uses and opportunities for libraries
Authors: Rhyno Art
Published: July 2002

Relational Database Management Systems (RDBMS) have a proven track record for storing and managing many different forms of digital content, and new strategies have been defined to provide RDBMS‐based solutions for XML. Some relational databases now offer special mechanisms to accommodate XML while several technologies have emerged to facilitate the use of XML representations of data housed within an RDBMS. In addition to presenting challenges and opportunities to RDBMS developers, XML and XML‐enabled technologies may find new application for libraries by combining RDBMS concepts with Web‐based services.
A cross‐industry review of B2B critical success factors
Authors: Eid Riyad , Trueman Myfanwy , Moneim Ahmed Abdel
Published: July 2002

Business‐to‐business international Internet marketing (B2B IIM) has emerged as one of the key drivers in sustaining an organisation’s competitive advantage. However, market entry and communication via the Internet have affected the dynamics and traditional process in B2B commerce. Difficulties resulting from these new trends have been cited in the literature. Research into identifying what are the critical success factors for global market entry is rare. This research presents a comprehensive review in this field. The study identified 21 critical success factors applicable to most of the B2B IIM. These factors were classified into five categories: marketing strategy, Web site, global, internal and external related factors. The significance, importance and implications for each category are discussed and then recommendations are made.
Measuring the success of an online community
Authors: Cothrel Joseph P.
Published: July 2002

This article presents a new way of thinking about assessing the value of online communities. The author examines both the different kinds of communities and the specific ways in which these communities might be evaluated. Three concepts are important to measuring the value of these communities: the incremental value a community generates, how to determine community membership, and the importance of converting visiting members to using members.
Globalization at Internet speed
Authors: Manardo Jacques
Published: July 2002

“Going global” is one of the guiding business imperatives of the new century. But what does it mean? There is no magic formula for going global, or even a clear definition of what the characteristics of a truly global organization are. This article summarizes two studies by Deloitte Touche Tohmatsu and the World Economic Forum. The first study documents the experiences of the world’s most successful global companies; the second study examines the impact of the Internet on global strategy and operations.
May the worst man win
Authors: Theodhosi Alexander S.
Published: July 2002

This article presents the author’s premise that success in business requires a high degree of self‐serving behavior and exclusionary methods on the part of a company’s leaders. Using numerous examples, including Tom Watson at IBM, Bill Gates at Microsoft, Andy Grove at Intel, Phil Knight at Nike, and Robert Moses in New York City, he shows how both savory and unsavory human behaviors help to accomplish objectives and eventually find their way into commercial settings. Thus, aggressive and manipulative business dealings are a direct result of basic human nature.