bluuebunny/crossref_metadata_2025 huggingface dataset:
Teleoperated 3‐DOF micromanipulation system with force feedback capability: design and experiments
Authors: Imam Cahyadi Adha , Yamamoto Yoshio
Published: June 2008

Purpose

The purpose of this paper is to present a design and verification through experiments of teleoperation of the 3 degrees‐of‐freedom micromanipulation system (MMS), in laboratory conditions.

Design/methodology/approach

The MMS is constructed from piezoelectric actuators sited in a flexure hinge mechanism. The nonlinearity, especially hysteresis, due to a voltage steering scheme is compensated for, via a second‐order Dahl friction model. A simple mechanical model is then constructed to capture the behavior of the MMS. Redundant force feedback sensors are applied to the MMS in order to achieve flexible operation via the so‐called fault‐tolerancing mechanism. Finally, a teleoperation scheme based on passivity formalism is proposed to achieve a stable teleoperation system.

Findings

The hysteresis curve due to voltage steering can be minimized. The fault‐tolerancing concept using redundant sensors for comfortable use of the MMS has been successfully performed. The teleoperated MMS via a commercially available PHANToM®has been conducted under ineligible telecommunication channel delay.

Originality/value

The details of design, modelling and experimentations of the teleoperation of the MMS should promote the applicability of similar systems in the future.
Optimisation of prehension force through tactile sensing
Authors: Petchartee Somrak , Monkman Gareth
Published: June 2008

Purpose

The purpose of this paper is to analyze surface deformations caused by shear and moment forces on tactile materials and present a method to detect and reduce the risk of slippage by controlling the normal force as measured by tactile sensor arrays.

Design/methodology/approach

A predictive model has been proposed which uses a basic method adapted to real applications in grasp optimization. Prevention of premature release with minimum prehension force is addressed without the need to measure the coefficient of friction between object and robot gripper. Predictive models have been used to develop a set of rules which predict the pre‐slip based on fluctuations in tactile signal data.

Findings

The tactile sensors can be used in a “nonlinear” manner during manipulation tasks. When the gripper finger first makes contact with an object, the stress distribution under the finger skin varies rapidly. Predictive models have been used to develop a set of rules which predict the pre‐slip based on fluctuations in tactile signal data. Pre‐slip at the contact area just prior to object movement produces rapid but detectable stress transients.

Originality/value

Tactile sensors do not measure stress generated by a contact with an object directly, but instead measure strain in an interposed compliant, polymeric medium intended for sensor protection and prehension assistance. Reliable detection of pre‐slip has hitherto eluded researchers using such tactile techniques.
Public housing policy
Authors: Kim Hin Ho David , Chi Man Hui Eddie
Published: June 2008

Purpose

The purpose of this paper is to investigate the merits of a full privatization policy of the HDB concessionary rate mortgage loans. It is believed that price competition among domestic banks will be infused and sustained, resulting in improved efficiency for the banking sector and the economy.

Design/methodology/approach

This paper first compares the loan interest rates of the domestic banks for HDB flat buyers to the HDB concessionary interest‐rates. Then it investigates the performance of the HDB, by assessing whether its mortgage yields are able to meet the requirements set forth by means of HDB's hurdle rates.

Findings

The findings suggest that HDB's mortgage yields are insufficient in meeting the performance standards set by the HDB, reflected by the hurdle rate. In conclusion, it is recommended that the HDB should further delegate this part of business to the private sector, where better financial performances are expected among domestic banks under competitions.

Research limitations/implications

This paper is confined to mortgages subject to constant interest rates over time, despite, firstly, the availability of floating‐rate mortgages on the market, and, secondly, the quarterly revised fixed rate mortgages offered by the HDB.

Originality/value

While sharing some structural similarities with the USA on mortgage finance, disparities in the degree of government involvement in the mortgage market of Singapore makes it worth studying. Also, it sheds light on further studies on other nations with similar features, such as the presence of strong government support in the mortgage finance sector.
The myth of property prices: on the psychology of sellers and buyers
Authors: Wong Joe T.Y. , Hui Eddie C.M.
Published: June 2008

Purpose

The purpose of this paper is to examine the behavior of buyers and sellers in making housing decision and analyses the mechanisms of the seller‐buyer interaction affecting house sale prices.

Design/methodology/approach

The research methodology relies on a cross‐sectional telephone survey and the statistical analysis of housing transactions in Hong Kong.

Findings

The list price is unimportant to the formation of the sale price. Rather buyer‐seller interactions affect housing prices. The list price is positively related to the number of revisions, and the size of reduction, in the list price, and the list period, but negatively related to the sale‐to‐list‐price ratio. Overpriced properties trigger larger price reductions, noticeably, in the first round of negotiation, and stay on the market longer. Short negotiation periods and time‐till‐sale, and a sale at a marginal reduction in the list price is expected by market participants and conforms with the historical sales data. Hence, market expectations are generally fulfilled and support rationality in a steady market.

Research limitations/implications

There are sample size limitations, which might bias the results and weaken the generalizability. The limited housing transactions may not be representative of the population at large.

Practical implications

When the market conditions are moderate, offering the property for sale at close to its current market value would determine the best possible selling price.

Originality/value

Telephone surveys on home buyer‐seller interactions and critical analysis of sale records are extremely rare in Hong Kong. The paper illustrates how, in times of moderate economic conditions and housing prices, the strategic negotiation process will rationally bring the selling price close to the market value price.
Legislation affecting common property management in Singapore
Authors: Christudason Alice
Published: June 2008

Purpose

From 1967, responsibility for the maintenance and management of common property in strata developments in Singapore was borne by single‐tier management corporations. However from 2005, through the concepts of multi‐tier management corporations and limited common property, new legislation made sweeping changes to the way in which common property can be managed. This paper aims to discuss the present situation

Design/methodology/approach

First, the problems inherent in the existing system of single‐tier management corporations for strata property management until 2005 are examined. This provides a backdrop for a discussion of the solutions presented by new legislation in the form of “two/multi‐tier” management corporations.

Findings

The study reveals that while the multi‐tier system could alleviate some of the problems existing under the single‐tier management corporation system, other problems could arise; these include increased operational costs, finding sufficient volunteers for the multi‐tier management corporations, and increased potential for conflict.

Practical implications

There are practical implications for various parties including subsidiary proprietors, management corporations, developers and managing agents. Developers and property owners now have certain flexibilities that were not available under the single‐tier system. Evaluation of the potential problems can result in greater efficiency and cost savings.

Originality/value

While this paper is of general interest to all types of strata developments, it is of particular relevance to mixed‐use developments, which may benefit from multi‐tier management corporations. The paper draws on the experiences of other jurisdictions, which have implemented similar systems and introduced measures to minimize some potential problems.
Segmenting internet banking adopter and non‐adopters in the Turkish retail banking sector
Authors: Ozdemir S. , Trott P. , Hoecht A.
Published: June 2008

Purpose

This study aims to identify perceptual, experience related, demographic, socio‐economic and situational characteristics of internet banking adopters and non‐adopters. In particular, perceptual differences between IB adopters and non‐adopters are to be examined.

Design/methodology/approach

Based on relevant literature and previous research that included interviews with leading internet banking managers in Turkey, a questionnaire was designed. Face‐to‐face questionnaires were distributed to 155 convenience samples of internet users.

Findings

There were significant differences between adopters and non‐adopters of the service in terms of their perceptual, experience and consumer related characteristics. Internet banking adopters perceived internet banking use as less risky, more user‐friendly and more useful compared to internet banking non‐adopters. Internet banking non‐adopters who intend to use the service in the future (i.e. later adopters) perceived internet banking use as less risky and more useful compared to non‐adopters who do not intend to use the service (i.e. laggards). Internet banking adopters were also found to have more experience with mobile internet, and have higher income and longer working hours.

Practical implications

The managerial implications of the study are that the banks in Turkey should reduce the risk perceptions of non‐adopters, particularly the ones who do not intend to use the service in the future (i.e. laggards). They should also motivate non‐adopter segments to have more experience with more general internet based services. The initial target to diffuse internet banking in Turkey should include the segments which have greater income and longer working hours.

Originality/value

This study applies the Technology Acceptance Model (TAM) to identify the perceptual differences between internet banking adopter and non‐adopter segments and sub‐segments in the Turkish context.
Demographic influences on behaviour
Authors: Branca Ana S.
Published: June 2008

Purpose

The purpose of this paper is to examine how demographic characteristics contribute to consumers' decision on bank delivery channels' usage, namely the direct and indirect demographic influence on channel usage frequency via cognitive and affective mediators.

Design/methodology/approach

The consumer usage frequency pattern concerning the main bank delivery channels and its determinants are modelled and analysed with a questionnaire sent to 24,000 bank customers. This stage was preceded by a series of in‐depth interviews to bank managers and bank customers.

Findings

Empirical evidence suggests that demographic variables' influence over consumers' usage frequency decision has both a direct and indirect component. These influences are identified by delivery channel.

Research limitations/implications

The main limitation derives from the nature of empirical results and their generalization to other samples and contexts. Nevertheless, precautions recommended in the literature to overcome this limitation were followed.

Practical implications

Bank managers will benefit from knowing, by channel, which demographic characteristics have the desired direct and indirect impact on usage frequency. This information will improve bank managers' efforts to encourage customers to favour a specific delivery channel.

Originality/value

In the literature, only the direct influence of demographics is compared to the innovation attributes in order to explain the innovation adoption decision. By clarifying the impact of demographic variables, the paper provides a more robust perception on their role as determinants of the bank delivery channels' usage.
Market driving in retail banking
Authors: Martín‐Consuegra David , Molina Arturo , Esteban Águeda
Published: June 2008

Purpose

The purpose of this paper is to investigate the relationship between the proactive market orientation approach and business performance in retail banking.

Design/methodology/approach

Based on a theoretical discussion, empirical research was conducted to test the proposed relationship. Multiple item indicators were employed to measure the constructs.

Findings

Results from the study provide empirical support, suggesting that the proactive market orientation approach has a positive influence on business performance.

Research limitations/implications

The study has pondered the relationship between the proactive market orientation approach and business performance, while other factors that have an influence on business performance have not been considered.

Practical implications

Research results suggest that the proactive market orientation philosophy in the banking sector can be viewed as a threshold factor in order to increase business performance.

Originality/value

The present study provides useful information on driving market strategies in retail banking.
Building financial brands: the Russian way
Authors: Woodger Clive
Published: June 2008

Purpose

The purpose of this article is to report on home‐grown methods to build financial brands the Russian way.

Design/methodology/approach

This is a viewpoint article based on the author's experiences of working with leading Russian banks as the managing director of SCG London, international strategic branding consultancy.

Findings

The increasingly competitive – and crowded – Russian retail banking market has led to a growing awareness of the importance of branding in helping domestic banks distinguish themselves.

Originality/value

This article is of value to bank marketers wanting a brief overview and introduction to bank marketing and branding in Russia.
Implementing statistical process control: an organizational perspective
Authors: Elg Mattias , Olsson Jesper , Jörn Dahlgaard Jens
Published: June 2008

Purpose

The purpose of this paper is to contribute to the understanding of how statistical process control (SPC) methodology can be implemented and used in organizational settings.

Design/methodology/approach

An action research model was used. Data were collected through formal meeting protocols, interviews and participant observation.

Findings

Based on the results of an action research project, the paper emphasizes the need for: top management support with respect to roles such as infrastructural assistance, mentor, critic, financer; creating system validity through the involvement of people with experiential knowledge about the “world” in which SPC should be applied; keeping a small, highly knowledgeable development team with appropriate expertise together during the whole process from beginning to end; keeping the various end‐users in focus but separate and prioritising between their different needs; and working with iterative design methodology.

Research limitations/implications

The paper provides the research field with a unique case of implementing SPC using a computerized administrative data system.

Practical implications

Organizations are given guidelines to use when implementing SPC.

Originality/value

The paper contributes knowledge in an underdeveloped field of research. It may provide a basis for further research and scholarly analysis.
Management for sustainable health
Authors: Wreder Åsa , Gustavsson Maria , Klefsjö Bengt
Published: June 2008

Purpose

The purpose of this paper is threefold: to describe how a large organization has successfully worked to achieve sustainable health; compare the work of the large organization with methodologies used by smaller successful organizations; and then to create a model for how managers of larger organizations can work to create sustainable health.

Design/methodology/approach

The empirical data were gathered through interviews with managers at different organizational levels and workshops with employees, within a case study in a large bank which received the award “Sweden's best workplace”. The data were also compared to results from earlier case studies of three smaller organizations that have received the same award.

Findings

The results of the studies show coinciding results as to the importance of management commitment and methodologies, such as employee involvement, delegation, goal deployment and coaching, to create a health‐promoting work environment. This indicates that larger organizations do not need any specific methodologies.

Practical implications

Based on the experiences from four successful organizations, managers should mainly consider doing the following: start measuring and evaluating the consequences of sickness absence in their organization; and adopt a management strategy based on humanistic core values that are supported by methodologies and tools.

Originality/value

The paper adds understanding about how managers of large organizations could work practically to overcome management problems in today's working life and support the work and organizational factors earlier described in the literature to create a health‐promoting work environment that stimulates the development of sustainable health.
Which management practices are contributory to service quality?
Authors: Ueno Akiko
Published: June 2008

Purpose

There are many features which have been regarded as having a critical role in supporting service quality. The purpose of this research is to identify which management practices support service quality.

Design/methodology/approach

A questionnaire survey of medium and large‐sized mass and technological services in the UK was conducted.

Findings

It was found that service quality and the management practices were all significantly associated in mass services, but this was not the case in technological services.

Research limitations/implications

Further research should consider those management features which were found to be non‐contributory to service quality in technological services.

Originality/value

This research has clarified the ranking of the management practices in terms of the contribution they have made to support service quality, and also found the differences between the two types of services.
Planning accelerated life tests under Exponentiated‐Weibull‐Arrhenius model
Authors: Barriga Gladys D.C. , Lee Ho Linda , Cancho Vicente G.
Published: June 2008

Purpose

The purpose of this paper is to present designs for an accelerated life test (ALT).

Design/methodology/approach

Bayesian methods and simulation Monte Carlo Markov Chain (MCMC) methods were used.

Findings

In the paper a Bayesian method based on MCMC for ALT under EW distribution (for life time) and Arrhenius models (relating the stress variable and parameters) was proposed. The paper can conclude that it is a reasonable alternative to the classical statistical methods since the implementation of the proposed method is simple, not requiring advanced computational understanding and inferences on the parameters can be made easily. By the predictive density of a future observation, a procedure was developed to plan ALT and also to verify if the conformance fraction of the manufactured process reaches some desired level of quality. This procedure is useful for statistical process control in many industrial applications.

Research limitations/implications

The results may be applied in a semiconductor manufacturer.

Originality/value

The Exponentiated‐Weibull‐Arrhenius model has never before been used to plan an ALT.
Risk intelligence: applying KM to information risk management
Authors: Caldwell French
Published: June 2008

Purpose

The purpose of this paper is to show how the core knowledge management (KM) principles of business focus, accountability and operational support can be applied to information risk management to create risk intelligence.

Design/methodology/approach

The paper looks at risk intelligence strategy in information governance, the fundamental KM principles – business focus, accountability and operational support.

Findings

The paper finds that a risk intelligence strategy gets the most business value from information governance and information risk management. Developing risk intelligence maximizes the return on value from information risk management investments.

Originality/value

The paper is of value in showing how enterprises can get started on implementing a risk intelligence strategy.
The “continuumization” of knowledge management technology
Authors: Mohamed Mirghani
Published: June 2008

Purpose

This paper aims to explain why a different technology for knowledge management (KM) is needed. It also investigates the new trends in knowledge management technology (KMT), and shows how the new technology can be aligned with KM principles to satisfy business goals.

Design/methodology/approach

This paper interprets array of literature in the area of KMT as related to its importance and development. It provides a roadmap to how technology may ascend to the level of the KM cognitive process. This can only be achieved, if KMT presents itself as an authentic conduit for knowledge, and not only a channel for the lower end of the continuum.

Findings

So far, KMT is not mature enough to deliver bona fide KM processes. The distance from data to knowledge cannot be handled by the existing technology unless technology cast off its bivalent logic. Despite the recent leaps in technology in general, the situation is still perplexing and elusive. This is because KMT deals with the knowledge continuum sets either as discrete unrelated events or as one class with no different technological requirements.

Practical implications

KMT has become increasingly complicated and confusing. This paper will explain why KMT has not fulfilled its promise yet, and how this fact can be used to avoid technology selection pitfalls.

Originality/value

The paper provides a roadmap for KM practitioners for evaluating KMT functionalities as related to the type of knowledge needed in their organizations for achieving competitive advantage.
Business ethics, restrictions on employment and knowledge management
Authors: Gayton Cynthia M.
Published: June 2008

Purpose

The purpose of this paper is to address ethical and legal issues relating to employment contracts and the effect on knowledge transfer.

Design/methodology/approach

Relevant literature for business competition, learning and knowledge management and ethics were reviewed to prepare this paper.

Findings

This paper was an opportunity to express an opinion that employment contracts should reflect economic realities of both the employer and the employed to encourage high‐ethical standards.

Practical implications

Employers and the employed may be encouraged to forthrightly discuss issues relating to ethics and competition in light of changing economic conditions.

Originality/value

This paper offers a self‐help perspective for employees, making them more aware of employment contract terms and responsibilities. Employers may be encouraged to craft more progressive contracts to not only protect business proprietary information and maintain ethical integrity, but also assist employees in taking control of their futures.
Intangible asset knowledge
Authors: Green Annie
Published: June 2008

Purpose

The purpose of this paper is to present the culmination of an engineering concept of a knowledge valuation system that identifies the name of intangible assets.

Design/methodology/approach

The paper employs the methodology or approach of identifying or naming intangible assets within the business environment.

Findings

The paper finds that knowing what to capture is fundamental to alignment with measures and indicators inherent in a business operational data.

Originality/value

The paper tackles the elusiveness of intangibles and attempts to bring structure and identification to a complex and confusing discipline. The decomposition of an intangible assets system that names intangibles could be the first step to measuring, valuing and managing them.
Online learning systems: highlights of the TechCast project
Authors: Halal William E.
Published: June 2008

Purpose

The purpose of this paper is to describe a line of research for developing “online learning/research systems”.

Design/methodology/approach

To illustrate this approach, the paper describes a research project that pools the knowledge of 100 experts working online to forecast breakthroughs in all fields of technology.

Findings

The paper finds that online learning/research systems offer great advantages for pooling the tacit knowledge residing throughout organizations.

Research limitations/implications

Formal research studies could be used to evaluate the benefits and drawbacks quantitatively.

Practical implications

Most organizations do not have access to their members' knowledge, so online learning systems would be helpful in making informed forecasts, evaluating strategies, and reaching decisions.

Originality/value

The paper provides a powerful innovation for improving knowledge.
e‐Learning as energetic learning
Authors: Bennet Alex , Bennet David
Published: June 2008

Purpose

The purpose of this paper is to explore the role of emotion in learning, specifically, e‐learning and its relationship to the phenomenon called energetic learning.

Design/methodology/approach

After first presenting operation definitions, the paper looks through the lens of new findings in neuroscience to build an understanding of the role of emotions in learning, then focuses specifically on how e‐learning systems contribute to energetic learning, providing examples of e‐learning platforms and software programs currently available that have specific attributes contributing to energetic learning.

Findings

With technology comes a natural excitement in terms of connectivity and its support of self‐driven, experiential learning which is part of the evolutionary heritage. As the understanding of the neuroscience and biology of human learning advances, the personal needs of individual learners are being begun to understand better. Bringing these needs together with e‐learning system capabilities will offer a significant jump in the learning rate and efficiency as we move into a future filled with change, uncertainty, complexity and anxiety.

Originality/value

The paper introduces the concept of energetic learning with specific focus on the contribution of e‐learning to energetic learning.
A framework for studying the impact of national culture on knowledge sharing motivation in virtual teams
Authors: Wei Jiacheng , Stankosky Michael , Calabrese Frank , Lu Liu
Published: June 2008

Purpose

The purpose of this paper is to deepen the theoretical understanding of the factors that increase or lessen employees' tendencies to engage in knowledge‐sharing behaviors. Further, through a framework of five‐steps, it directs a better future research and understanding of the relationships between national culture and the motivation of knowledge sharing (KS) in virtual team (VT).

Design/methodology/approach

On the basis of the social influence theory and the theory of reasoned action, a KS motivation model is proposed. Based on this model, a framework of five‐steps is put forward for further research on the relationships between national culture and the motivation of KS in VT; finally, a detailed application of this framework with a focus on the USA and China is displayed.

Findings

This paper proposes a KS motivation model to enrich the theoretical foundation of understanding the whole mechanism, which induces positive KS behavior; and it provides a general framework and sets the stage for future research on the interplay between cultural values and KS.

Practical implications

This paper is expected to provide some multinational companies with some implications of better KS in VTs and recommend how to establish the different motivation systems according to different employees from different national culture backgrounds; it can also provide some golden nuggets of multicultural conflict resolution.

Originality/value

The proposed KS motivation model will enrich the theoretical foundation of understanding the whole mechanism, which induces KS behavior intention. Differing from related prior researches, the paper provides a conceptual framework for studying and understanding the relationship between national culture and KS behaviors.
Visualizer for concept relations in an automatic meaning extraction system
Authors: Amelina Nasharuddin Nurul , Abdul Hamid Jamaliah , Ibrahim Hamidah , Hasan Selamat Mohd. , Abdullah Rusli , Malini Wan Isa Wan
Published: June 2008

Purpose

The purpose of this paper is to discuss the visualizer interface that has been developed for the first phase of an automatic meaning extraction (AME) system.

Design/methodology/approach

AME system was developed to automatically extract concepts and their relations across texts from all domains of knowledge. One challenge for the developer is to create interface tools that help the users use the system. This paper describes a visualizer interface that can map the concepts and relations in the form of two‐dimensional graph or network.

Findings

Using this visualizer, users can maximize the use of AME system by allowing the visualization of the concepts' networks results. Users can search for a concept and view the relationships of the concept to other concepts. Those relationships can be traced back to the source sentences in the original documents through the “Show Text” function.

Originality/value

This visualizer is useful in solving the problem of visualizing the relationships between concepts across varied domains of knowledge. The extraction of relationships in the AME system is based upon a unique connector‐based relation extraction. It is particularly appropriate for target users such as the researcher, educators and learners. The visualizer implements the Java Universal Network/Graph Framework to provide a few functions that enable users to manipulate the concepts graph.
Integrating knowledge management and quality management to sustain knowledge enabled excellence in performance
Authors: Lyons Karen , Acsente Diana , van Waesberghe Micha
Published: June 2008

Purpose

The purpose of this paper is to share how knowledge management (KM) and quality management can be integrated into a seamless framework and operational model to sustain excellence in performance, and to explore why working from the practitioners outward when implementing this framework and operational model is an effective practice for enabling employees to provide the highest quality product and solution delivery.

Design/methodology/approach

The paper provides a brief company context, including the knowledge and quality challenges faced in a rapidly growing company where employees are dispersed at many locations and do not often have the opportunity to meet face‐to‐face. It describes a corporate focus on “Knowledge at the Point of Execution”© and why this is critical to ensuring value to employees, clients, and the corporation. An approach for engaging both workforce and leadership and for moving from concept, to strategy, to implementing practices within the existing company culture is discussed.

Findings

This paper presents learnings on some effective approaches for implementing an integrated KM and quality framework and for engaging both workforce and leadership, including communications, events, workshops, and use of KM tools such as story telling, communities of practice, and knowledge assets.

Originality/value

This paper presents practical experience on implementing what the authors believe is a unique integration of KM and quality concepts, strategies, and operating practices. It is written for practitioners who are looking for approaches to improve business performance and maintain high levels of quality in their own projects, initiatives, or customer support efforts.
KM in a fast‐growing global IT company: a case study
Authors: Laesvirta Olli , Ribière Vincent M.
Published: June 2008

Purpose

The purpose of this paper is to present the business problems found in a fast growing European network security software company, define knowledge management (KM) initiatives that were implemented to solve these business problems and outline the necessary factors that made the implementation of these initiatives successful. The main driver behind implementing KM was to improve the various aspects of customer service.

Design/methodology/approach

Case study conducted over a period of three years by one of the management personnels.

Findings

The paper finds that when a company has a well‐defined KM strategy aligned with its business strategy, when it takes into consideration the three pillars of KM (people, technology and processes), when it not only focuses on a codification approach but also on socialization approaches and when leadership is present to support, motivate and involve people, a KM initiative can be easily implemented and can generate significant benefits.

Practical implications

This case study could be used as an example on how a fast‐growing company implemented a set of simple KM initiatives to support their core business processes, mainly associated with customer service, and obtained significants benefits out of it.

Originality/value

Demonstrates theory in action/practice.
Singapore credit cardholders: ownership, usage patterns, and perceptions
Authors: Gan Lydia L. , Maysami Ramin C. , Chye Koh Hian
Published: June 2008

Purpose

The purpose of this study is to analyze Singapore's diverse cardholders in search of variations among demographic groups, credit card profiles, and their perceptions with regard to credit card ownership and use. It then aims to discuss possible reasons governing Singaporeans' credit card ownership and use.

Design/methodology/approach

A survey was conducted, decision trees were then constructed using Chi‐square automatic interaction detection algorithm (CHAID) and SPSS software AnswerTree to examine the association between the number of credit cards (target variable) and the demographic characteristics, perceptions and other credit card‐related variables.

Findings

The number of credit cards was found to be significantly influenced by income and gender as well as perceptions that include “credit card leads to overspending”, “savings as payment source”, “unreasonable interest rates”, “credit card as status symbol”. The number of credit cards was also affected by credit card‐related variables such as missing payments sometimes, frequency of use, entertainment expenditures, and petrol purchase.

Practical implications

This research provides an in‐depth understanding of Singaporean multiple cardholders, thus it is useful in designing marketing strategies for card‐issuers as well as anti‐debt strategies for policy‐makers in Singapore.

Originality/value

Despite the importance of consumer credit, virtually no literature or research exists on the ownership and use of credit cards in Singapore, so this paper intends to close this gap. Further, by combining the demographics, cardholders' profiles and usage patterns with the respondents' perceptions concerning credit card ownership and use, our study offers a richer analysis to explain consumer behavior than previous literatures.
When something goes wrong and no one is around: non‐internet self‐service technology failure and recovery
Authors: Forbes Lukas P.
Published: June 2008

Purpose

This paper aims to focus on non‐internet‐based self‐service technologies through the presentation of failure and recovery strategies employed by service firms using self‐service forms of interaction.

Design/methodology/approach

The paper employs the critical incident technique using 508 customer responses to present nine failures and nine recovery strategies used by self‐service technology firms. It presents data on post‐recovery satisfaction levels and propensity to switch behavior. The paper also compares findings in the non‐internet self‐service technology context to findings from e‐tail and bricks and mortar settings.

Findings

Findings indicate that: non‐internet self‐service technology customers experience different types of service failure relative to traditional retail and e‐tail settings; non‐internet self‐service technology firms employ a different series of recovery strategies relative to traditional retail and e‐tail settings; and post‐recovery switching by customers can be high even with satisfying experiences.

Originality/value

This paper strengthens the existing failure and recovery literature by presenting data on the largest growing sector of the service industry, self‐service technologies, and the largest sector within self‐service technologies (non‐internet purchases). These findings will have value to traditional firms looking to expand to their channels in addition to firms currently experiencing customer dissatisfaction.
Tipping and its alternatives: business considerations and directions for research
Authors: Lynn Michael , Withiam Glenn
Published: June 2008

Purpose

The purpose of this paper is to outline the business issues surrounding tipping and its alternatives, to summarize what is known about those issues, and to identify questions in need of further research.

Design/methodology/approach

Objectives are achieved via conceptual analysis and review of relevant literature.

Findings

The paper finds that voluntary tipping, service charges, and service‐inclusive pricing offer different sets of costs and benefits, so that no one policy is always the best. The principal benefits to service firms of voluntary tipping are that it lowers nominal prices, increases profits through price discrimination, motivates up‐selling and service, attracts talented workers, and lowers FICA tax payments. However, tipping also motivates discrimination in service delivery, gives servers surplus income that could go the firms' bottom line, increases the risk of income tax audits, and opens firms up to adverse impact lawsuits.

Practical implications

No one tipping policy is always the best. Service industry executives and managers should carefully weigh each of eight different issues (outlined together for the first time here) to identify the best tipping policy for their circumstances.

Originality/value

Tipping has received little attention in service marketing. Furthermore, there is no good, published source of guidance to help service industry executives and managers make decisions about tipping policies. This paper addresses these voids by providing and discussing a comprehensive list of the pros and cons of tipping and its alternatives from a business perspective.
On professional accounting body complaints procedures
Authors: O'Dwyer Brendan , Canning Mary
Published: June 2008

Purpose

The purpose of this paper is to examine the operation of the Institute of Chartered Accountants in Ireland's (ICAI) complaint process from the complainant's perspective. The findings are interpreted drawing on key elements of Parker's private interest model of professional accounting ethics, particularly the private interest roles of professional authority and professional insulation.

Design/methodology/approach

The primary evidence used is drawn from numerous sources. These include: extensive “private” documentation comprising original correspondence between the complainant in the case examined (or his advisors) and various representatives of the ICAI spanning a five‐year period; detailed supporting documentation included with this correspondence; Independent Experts' Reports on the complaints submitted; and in‐depth interviews with the complainant prior to, during, and post the examination of the documentary evidence.

Findings

The paper reveals how high levels of professional authority and professional insulation worked in tandem to prevent complaints entering the complaint process and deny the complainant reasons for decisions taken. It demonstrates how a key structural barrier in the complaint process, the screening role of the professional accounting body's secretary, created a complainant impression of a process concerned primarily with protecting members' interests. Subsequent to complaint process changes, an erosion of professional insulation is unveiled. However, this proves fleeting and, in response to persistent complainant challenges to heightened demonstrations of professional authority, the degree of professional insulation intensifies further.

Research limitations/implications

The paper focuses on a specific case where the complainant was dissatisfied with the ICAI's procedures. It reveals the extent to which complainants using professional body complaints procedures may, often by virtue of the structures in place, feel that profession protection motives are overriding purported concerns for society protection.

Originality/value

The paper extends and advances the literature examining professional accounting body disciplinary and complaint procedures. Prior research investigating the operation of these procedures has neglected to examine complaint processes in depth to inform their evaluations, particularly from the perspective of potential users of these processes.
Towards a socially responsible management control system
Authors: Durden Chris
Published: June 2008

Purpose

The purpose of this paper is to investigate the measurement and monitoring of social responsibility within the management control system (MCS) of an organisation that subscribes to a stakeholder and social responsibility approach and to propose a framework that provides for the integration of the MCS with social accounting and social responsibility aspects.

Design/methodology/approach

The paper is based on a case study of a small privately owned New Zealand manufacturing business that subscribes to social responsibility and stakeholder principles.

Findings

Overall, the paper finds that the MCS of the case organisation did not measure or monitor social responsibility. Building on the case findings and the literature examined, a framework is proposed that provides for the integration of the MCS with social responsibility. A significant finding is that both formal measurement and informal control are key aspects in developing a MCS that incorporates social responsibility considerations.

Research limitations/implications

The findings relate to a single manufacturing organisation based in New Zealand. Future research could examine different settings (i.e. country, organisation type, etc.) and investigate application of the proposed framework in relation to particular performance measures and controls that organisations may possibly adopt.

Practical implications

Organisations following a stakeholder and social responsibility approach should also consider the design of their MCS.

Originality/value

This paper helps to fill a gap in the literature concerning knowledge about the design and operation of MCSs in relation to stakeholder and social responsibility issues. Few studies in this area have been based on a case study approach. The paper further contributes to the literature by proposing a framework that provides for the integration of the MCS with social responsibility aspects.
The roles, responsibilities and characteristics of audit committee in China
Authors: Jun Lin Z. , Xiao Jason Z. , Tang Qingliang
Published: June 2008

Purpose

The purpose of this paper is to investigate the perceptions of the roles, responsibilities and basic characteristics of audit committees (ACs) in the current business environment in China, from the perspectives of investors/creditors, independent directors (AC members), company officers and auditors.

Design/methodology/approach

The study is conducted through a questionnaire survey of the four groups of stakeholders with two forms of survey instruments being distributed to randomly selected survey subjects. The data collected from the returned questionnaires are analyzed at both the aggregate and sub‐sample levels.

Findings

The study finds that various groups of stakeholders have generally accepted the ceremonial roles and responsibilities of ACs in terms of lifting the image of good corporate governance, enhancing communication between board of directors (BoD) and auditors, and mediating conflict between management and auditors. However, the more concrete AC oversight roles and responsibilities for improving internal control, rules compliance, sound corporate financial reporting and auditing processes have not been fully recognized at present, particularly by company management and independent directors. In addition, the study reveals that actual AC operations in practice are ineffective even though a large portion of Chinese listed companies have set up ACs.

Originality/value

The paper should assist readers to understand the recent development of corporate governance and stock market reforms in China and generate some policy implications that can be applied to other countries as well, emerging economies in particular.
Old professors never die
Authors: Parker Lee
Published: June 2008

Purpose

The purpose of this paper is to consider the career changing roles of university professors.

Design/methodology/approach

Poetic exposition.

Findings

Observes the common trend of research and teaching professors to become elevated to university management positions, thereby abandoning their teaching and research roles.

Research limitations/implications

Implies the loss of scholarly potential and productivity to managerialism in the university sector and calls for the recovery of a cadre of professorial researchers.

Originality/value

Critiques the increasingly administrative role of senior university academics in the world of increasingly corporatised universities.
Computer error
Authors: Dean Dianne
Published: June 2008

Purpose

The purpose of this paper is to explore a possible reason for technical failures.

Design/methodology/approach

Humorous fiction.

Findings

Reflects on the tendency to project human emotions and intelligence into inanimate objects.

Research limitations/implications

Blaming your tools for your errors is not a successful strategy.

Originality/value

Humorous explanation for technical failures.