bluuebunny/crossref_metadata_2025 huggingface dataset:
Roles of perceived leadership styles and rewards in the practice of total quality management
Authors: Osayawe Ehigie Benjamin , Clement Akpan Regina
Published: January 2004

Total quality management (TQM) as an emergent management technique from dissatisfaction with other existing techniques, is implemented in Nigeria, with some difficulties. Leadership styles and reward are therefore considered as psychological variables that could enhance TQM practice. A survey research was consequently conducted, using the ex‐post facto design, to examine the claim. A total of 418 employees were randomly drawn from TQM and non‐TQM courier organizations and administered standardized scales measuring the variables of interest. A 2 x 2 x 2 analysis of variance carried out showed that employees who perceived their leaders as exhibiting low performance leadership style were significantly higher in the practice of TQM than those who perceived high performance leadership. High reward and low maintenance leadership style, high maintenance and low performance leadership styles were the best combinations for TQM practice. It was suggested for implementers of TQM to consider these in to getting employees to practice TQM.
Leading the diverse workforce
Authors: McCuiston Velma E. , Ross Wooldridge Barbara , Pierce Chris K.
Published: January 2004

US demographers predict that women, people of color and ethnic minorities will represent over 50 percent of all new entrants to the US workforce by 2008. This shift in demographics plus the pressure from a growing competitive global marketplace are forcing organizations to rethink models of business success. The authors describe how organizations can ensure their readiness to effectively align business strategies with today's demographic and market realities to achieve growth, profitability, and sustainability. This study updates the literature by connecting the leadership literature with diversity research. The theory development of this study reviewed the progress made and the future prospects and potential profits for US businesses in leading today's diverse workforce. Findings from interviews and focus groups with senior executives, representing a cross section of American industries, led to best practices recommendations for capitalizing on the strategic benefits of diversity.
CLAWAR robots progress slowly but surely
Authors: Kochan Anna
Published: January 2004

The 2003 CLAWAR conference featured 130 papers on topics related to climbing and walking robots. The paper reviews the conference, highlighting the areas of entertainment robots, de‐mining robots, manufacturing applications, the use of artificial pneumatic muscles and robots for volcanic exploration.
Robots for plastics add versatility
Authors: Bloss Richard
Published: January 2004

Innovations in robots for plastics applications are moving in many directions. Two headed and up to six axis robots for faster unloading and secondary operations. Stand alone robot controllers are being replaced with control functions integrated into the controller for the injection moulding machine.
A new framework for supply chain management
Authors: Cigolini R. , Cozzi M. , Perona M.
Published: January 2004

Supply chain management (SCM) is explored from an operational perspective, following a threefold approach. The article introduces a set of management techniques and supporting tools that can be used to analyse and describe SCM strategies. It proposes a new normative tool and uses it to examine a large set of relevant SCM case studies pertaining to seven industries: apparel, automobile, grocery, white goods, pharmaceuticals, computers and book publishing. The article develops a new conceptual framework for SCM strategies and test it based on empirical evidence. The new schemes proposed here provide a normative tool to define and represent supply chain strategies, a contingency model to support managers in designing supply chain strategies, and some hints for further research.
Information technology implementation styles and their relation with workers’ subjective well‐being
Authors: Salanova Marisa , Cifre Eva , Martin Pilar
Published: January 2004

The aim of this article is to analyse the information technology implementation styles in companies and their relation with different indicators of shop floor workers' subjective well‐being. The sample is composed of 11 tile production companies and 285 workers. Results from cluster analysis show two main implementation styles, so‐called “continuous implementation style” and “first‐time implementation style”. Besides, results from MANOVA show significant differences in workers' cognitive well‐being (i.e. job satisfaction, role ambiguity, and positive attitudes toward information technology) but no significant differences in workers' affective well‐being (i.e. job related enthusiasm, job related comfort and general mental health) due to information technology implementation styles. Limitations and future research are discussed.
Performance measurement process: definition and ownership
Authors: Kuwaiti Mohamed E.
Published: January 2004

The study deals with the questions relating to the process of developing and managing the PMS. Data are collected from members of the Institute of Business Process Re‐engineering, Dubai Quality Group and consultants from the UK. The study found that the design of the performance measurement systems is best performed by a newly created process, with a process owner reporting to the highest management level and carrying out the activities in collaboration with other processes.
A framework for organisational readiness for knowledge management
Authors: Siemieniuch C.E. , Sinclair M.A.
Published: January 2004

This paper outlines the issues to be addressed in preparing organisations for the introduction of knowledge lifecycle management (KLM) processes. If one views organisations as “knowledge engines” providing value to customers, then processes for KLM are fundamental for the organisation's survival. However, as with all capability, the organisation must be prepared for its introduction if it is to make profitable use of this new capability. The article starts with section 1 (introduction and outline of the project undertaken) and 2 (the importance of KLM) setting the scene for section 3 (preparing the organisation for KLM). This section outlines both strategic and tactical issues to be addressed – a devolved structure, IT‐based tools, an open communications infrastructure, “best practice” business processes, metrication, knowledge capture, and a culture of trust – and outlines some processes necessary to establish the organisational context for KLM. Sections 4 and 5 bring the paper to a close, with some general conclusions and acknowledgements.
ERP architectural/operational alignment for order‐processing performance
Authors: Bendoly Elliot , Jacobs F. Robert
Published: January 2004

The selection of an appropriate enterprise resource planning (ERP) solution remains a complicated task. Since the fundamental role of an ERP solution is to support corporate operations, a key consideration is its alignment with the process requirements of the firm. This work is an investigation into the impact that this alignment has on perceived operational performance. Data are collected using a survey administered to representatives of the machine manufacturing industry. The findings suggest that the alignment of ERP solutions with operational needs is crucial to perceived ability to deliver orders on time and to general satisfaction with the ERP solution.
Moderators of employee reactions to negative feedback
Authors: Steelman Lisa A. , Rutkowski Kelly A.
Published: January 2004

Previous research indicates that unfavorable feedback, even unfavorable feedback provided for developmental purposes only, is not perceived as useful, results in negative reactions and is not associated with a recipient's willingness to change his or her behavior. This study examined the extent to which contextual variables mitigate these unwanted effects of developmental unfavorable feedback. Results indicate that employees are more motivated to improve their job performance based on unfavorable feedback when the feedback source is perceived to be credible, the feedback is of high quality and the feedback is delivered in a considerate manner.
Perceptions of distributive and procedural justice in employee benefits: flexible versus traditional benefit plans
Authors: Cole Nina D. , Flint Douglas H.
Published: January 2004

The self‐interest and relational models of organizational justice were tested to explain the relationship between benefit plan type and organizational justice. Benefit plan types considered were flexible and traditional plans. In support of the self‐interest model employees in flexible benefit plans had significantly higher perceptions of procedural justice than employees in traditional benefit plans. There were no significant differences in perceptions of distributive justice between the plan types.
Managers, hierarchies and perceptions: a study of UK managers
Authors: Worrall Les , Cooper Cary
Published: January 2004

Redundancy, delayering, downsizing and various other forms of organisational change, often accompanied by the managerial fad of the moment, have become increasingly prevalent over the last ten years. This paper is based on the results of a four‐year University of Manchester Institute of Science and Technology (UMIST)‐Chartered Management Institute (CMI) research programme (theQuality of Working Life Project) that was designed to explore the changing nature of managerial work in the UK and also to assess the impact of different forms of organisational change on managers’ perceptions of the organisations they work within. The analysis reported here indicates clearly that some forms of change (notably redundancy and delayering) have had particularly damaging effects on managers’ experiences in the workplace and ultimately on their behaviours within and beyond their organisations. The objectives of this paper are, first, to paint a picture of recent organisational change in the UK based on the responses of members of the CMI, second, to explore how change has affected managers’ perceptions of their organisations and their working lives and, third, to explore if different forms of change (particularly redundancy and delayering) have had a differential impact on managers’ perceptions of their organisations “as a place to work”.
The big five of personality and work involvement
Authors: Bozionelos Nikos
Published: January 2004

The relationship between the big five of personality and work involvement was investigated in a questionnaire study with a sample of 279 white‐collar workers, who were employed on a full‐time basis in clerical, administrative and managerial positions. Hypotheses were tested by means of hierarchical regressions that controlled for the effects of demographics and human capital. Scores on agreeableness were negatively related to scores on work involvement and to total hours worked per week; and the extroversion × openness interaction made a positive contribution to scores on work involvement. Overall, the findings suggest the existence of an, albeit not strong or extensive, relationship between the big five of personality and work involvement. The limitations of the study and its implications for practice are discussed.
Ethics: toward globalization
Authors: Pomeranz Felix
Published: January 2004

The paper conveys selected Islamic perspectives on business ethics to encourage debate on the subject in the USA. The objective is to better prepare American businessmen for the ongoing shifts to global management. The regulatory climate that is currently arising is linked to the ascendancy of international accounting standards relative to the USA's generally accepted accounting principles. Islamic ethicists are seeking to install a climate of high level ethics and to weed out forbidden transactions. The revival of Muslim interest in accounting marks a revival of a historic pattern which is thought to have anticipated the rise of bookkeeping in the West. Also, there is a current tendency in Islamic states toward a unified political and economic system likely to affect international trade, hopefully with beneficial results for the USA.
Can financial ratios detect fraudulent financial reporting?
Authors: Kaminski Kathleen A. , Sterling Wetzel T. , Guan Liming
Published: January 2004

Fraudulent financial reporting is a matter of grave social and economic concern. The Treadway Commission recommended that the Auditing Standards Board require the use of analytical procedures to improve the detection of fraudulent financial reporting. This is an exploratory study to determine if financial ratios of fraudulent companies differ from those of nonfraudulent companies. Fraudulent firms were identified by examining the SEC's Accounting and Auditing Enforcement Releases issued between 1982 and 1999. The fraudulent firms (n=79) were then matched with nonfraudulent firms on the basis of firm size, time period, and industry. Using this matched‐pairs design, ratio analysis for a seven‐year period (i.e. the fraud year −/+ 3 years) was conducted on 21 ratios. Overall, 16 ratios were found to be significant. Of these, only three ratios were significant for three time periods. Of the 16 statistically significant ratios, only five were significant during the period prior to the fraud year. Using discriminant analysis, misclassifications for fraud firms ranged from 58 percent to 98 percent. These results provide empirical evidence of the limited ability of financial ratios to detect and/or predict fraudulent financial reporting.
Corporate governance, strategy and corporations law
Authors: Nwogugu Michael
Published: January 2004

The US restaurant industry and the food‐service industry have undergone tremendous changes during the last decade owing to demographic changes, changes in the family structure, the increase in the number of working women and senior citizens, advances in technology (inventory management, customer order processing, accounting/financial systems, etc.), availability of financing, changes in the real estate industry (location, negotiation with malls, relationships with developers, etc.), intense competition, the growth in the types and number of marketing channels (including the Internet), increasing number of drive‐through customers, employee training requirements, changes in labor laws, the rate of implementation of technology, changes in food sourcing/purchasing, the growth of the franchising business model, and increasing regulation. These factors have combined to shape the strategic, legal, economic and operational considerations that executives and decision makers should thoroughly understand. This article discusses the issues and challenges facing one company in these two industries and how management and banks have reacted, and then explains strategies for the future. Also discussed are relevant considerations for financial sponsors and companies. Most data and analysis are as of April 2000.
The audit of municipal corporations – a quest for professional dominance
Authors: Coombs H.M. , Edwards J.R.
Published: January 2004

A study of the development of municipal corporations over the period 1835 to 1935 reveals a power struggle for supremacy over audit work between the then newly emerging accounting profession, the elected auditors and the government‐controlled district audit. Each of these groups had their “own drum to bang” as they made their case for performing the audit. This article examines their arguments by reviewing the findings of government inquiries, extensive archive material on the practice of audit and the accounting literature of the period. The article concludes with a summary of the position reached by the end of what is regarded as the formative period of continuous progress in developing the UK's system of local government.
The impact of corporate ethical values on perceptions of earnings management
Authors: Elias Rafik Z.
Published: January 2004

Earnings management behavior has been a concern in the accounting profession for a long time. This study surveyed 583 certified public accountants (CPAs) in public accounting, industry and academia to determine if there is a link between corporate ethical values and perception of earnings management. Selected earnings management scenarios were mailed to the respondents before high‐profile bankruptcies became public information. The results indicated that CPAs employed in organizations with high (low) ethical standards viewed earnings management activities as more unethical (ethical). Within‐group analyses of the respondents also found significant differences on the perception of corporate ethical values based on gender, age, job title and other demographic factors. The results indicated that there were early warning signals in the accounting profession regarding ethical values and earnings management. The results were particularly alarming among CPAs employed in industry who reported lower perception of their corporate ethical values.
Dimensions of pressures faced by auditors and its impact on auditors’ independence
Authors: Umar Ahson , Anandarajan Asokan
Published: January 2004

Research has focused on factors causing pressure and impairing auditor independence. These include competition, opinion shopping, client and auditor size, and client financial health. No study has examined the characteristics of the pressures. Responses to case studies sent to auditors in the USA and Australia were analysed via factor analysis. The objective was, first, to increase understanding of the underlying dimensions of pressures faced by these auditors; and second, to examine any similarities between these two countries, similar in culture, but significantly different in such respects as the legal environment. The results indicate two dimensions: pressure to retain the client, and to conform. The first is a more pervasive but subtle pressure while, in the second, the auditor is asked to follow a certain course of action. Pressure to retain the client appears to be greater for auditors in both countries, relative to the pressure to conform. So the underlying dimensions of the pressures in these countries are similar.
Restoring public trust in the accounting profession by developing anti‐fraud education, programs, and auditing
Authors: Rezaee Zabihollah
Published: January 2004

The public trust in auditors’ judgments and reputation plays an important role in substantiating audit functions as value‐added services, which lend credibility to published financial reports. Recent numerous financial restatements by high profile companies coupled with bankruptcies of major companies caused by reported financial statement fraud have eroded public confidence in financial reports and related audit functions. Restoring the public confidence requires considerable efforts by legislators, regulators, standard‐setting bodies, the business community, and the accounting profession. This article suggests 12 ways that the accounting profession can rebuild public trust in financial reports and related audit functions.
Annual corporate information: importance and use inSaudi Arabia
Authors: Al‐Razeen Abdulrahman , Karbhari Yusuf
Published: January 2004

This study examines the perceptions of the users of annual corporate reports in Saudi Arabia. The focus is on the use and importance of the seven different sources of corporate information contained in Saudi annual reports. This includes the board of director's report, the auditor's report, the balance sheet, the income statement, the statement of retained earnings, cash flow statements and the notes to the financial statements. Our sample comprises five major user groups, namely individual investors, institutional investors, creditors, government officials, and financial analysts. In comparison with previous research efforts elsewhere around the world, this study found that the balance sheet and the income statement are the most important sections of the annual report to most of the Saudi users’ groups. The board of directors’ report was found to be the least popular. As far as the cash flow statement is concerned, the individual investors were found to place much less importance to this statement, a finding that is similar to what has been reported in previous literature about investor behaviour in other areas of the world.
Introduction
Authors: Cleeve Emmanuel , Ndhlovu Tidings
Published: January 2004

Outlines the background and aims of the Millennium Development Goals. Presents a brief introduction to the articles in this special issue.
Tracking the Millennium Development Goals in sub‐Saharan Africa
Authors: Ahmed Allam , Cleeve Emmanuel
Published: January 2004

This paper reviews, assesses and evaluates the performance of sub‐Saharan African countries towards achieving the international development goals and targets set by the United Nations, UN Millennium Development Goals and the Agenda for Action of the 2nd Tokyo International Conference on African Development. Africa's recent economic performance is a reflection of the policies it has pursued since the 1960s. It summarises the progress of sub‐Saharan African countries with a view to providing a clearer understanding of the constraints they face in reaching the goals, with a special focus on the economic, poverty, education, and health targets. The paper also outlines the urgency for action at the national, regional, and international levels. It also demonstrates that the economic and social recovery that Africa experienced in the late 1990s cannot be sustained unless there is progress towards the goals. Africa's efforts alone cannot achieve the goals, it would require global support and understanding of the special needs of the region.
Acts of entrepreneurial creativity for business growth and survival in a constrained economy
Authors: Jabani Mambula Charles , Sawyer Frank E.
Published: January 2004

Using a case study approach, this article presents findings on a small plastic manufacturing firm and entrepreneur in Nigeria. The study identifies performance factors of a firm that has received hardly any external support and, as a result, the entrepreneur had to independently sustain his firm through creative abilities. Findings from the study revealed that there are external and internal constraints such as lack of financial capital, inadequate infrastructure facilities, competition from large firms, unfavorable government policies, dearth of machines and spare parts and paucity of raw materials. Internal obstacles like incompetent planning, poor organizational skills and limited knowledge were also obstacles. Funding assistance is biased on the basis of favoritism and not on developmental goals being achieved. This particular case is an example of a potential avant‐garde entrepreneur whos talent should not be neglected.
Determinants of capital structure
Authors: Boateng Agyenim
Published: January 2004

Capital structure has attracted intense debate and scholarly attention in the financial management arena over the past four decades. However, in the context of sub‐Saharan Africa capital structure has received a scant attention. This paper attempts to rectify this position by considering the firm specific factors influencing the capital structure of international joint venture formation based on a sample of 41 firms in Ghana with partners from Western Europe, North America and Asia. The results indicate that size of joint venture, type of joint venture industry and ownership level of joint venture partner have a positive bearing on the capital structure of joint ventures in Ghana.
The common market for Eastern and Southern Africa and Kenya's export trade
Authors: Wanjala Musila Jacob
Published: January 2004

This paper uses the gravity model to examine the impact of the Common Market for Eastern and Southern Africa on the flow of Kenya's exports. The empirical results suggest that COMESA has the effect of trade creation. No evidence for trade diversion is found. Accordingly, COMESA has helped to improve Kenya's export performance and, in turn, assisted in the effort to achieve the Millennium Development Goals. The results also show that nominal GDP of importing countries, distance, adjacency, and common official language have a statistically significant impact on the flow of Kenya's exports.
Female entrepreneurs in a transitional economy
Authors: Woldie Atsede , Adersua Adebimpe
Published: January 2004

This paper highlights the position and role of female entrepreneurs in the economic development of Nigeria, In the past, the significant contribution of women in sustaining socio‐economic wellbeing of their families has been neglected and taken for granted by the society as a whole. This has resulted not only in gross underestimation of women's socio‐economic contribution to the economy, but also in the under‐utilisation of women's tremendous socio‐economic potentials in the Nigerian business environment. The aim of this research is to examine these and other related questions using literature search, questionnaire survey and structured interviews with businesswomen in Nigeria. The research result has indicated that the greatest challenge for Nigerian women in business is being taken seriously by their male counterparts, as well as in society as a whole. The greatest reward of business ownership for women is in gaining control over their own working lives.
Furthering export participation in less performing developing countries
Authors: Ibeh Kevin I.N.
Published: January 2004

This paper reports relevant evidence regarding the importance of decision makers’ background and experiential factors in promoting export entrepreneurship among less performing developing country firms. Subsequent discussion reveals the consistency of the findings with the balance of previous empirical literature, and underlines the need for international success‐seeking LPDC firms to prioritise the acquisition of requisitely qualified managerial staff. The central thesis of the paper is that with the right quality of decision makers, smaller LPDC firms could be properly led to procure and develop other advantage‐creating competencies that might enable them overcome external internationalisation barriers. The implications of the foregoing for enhancing LPDC firms’ access to global markets, as envisioned under the Millennium Development Declaration, are discussed.
International apparel trade and developing economies in Africa
Authors: Hurreeram Dinesh Kumar , Little David
Published: January 2004

The international textiles and apparel trade has been one of the most contentious trade issues between the developed and developing countries. Restrictions have been imposed in terms of quota and tariffs on imports since the 1950s. In January 2005, after the phasing out of the multi fire arrangement, the quantitative restrictions will be removed, allowing for free competition between countries for market access. The biggest share of the market will be occupied by countries having a competitive advantage in terms of cost, product quality, responsiveness to market requirements and manufacturing flexibility. Developing economies in the African region which will have to adapt to new market conditions for sustained competitiveness; failing to do so will force them out of the market. This paper provides a review of the international apparel trade policies and focuses on the challenges that African economies involved in apparel exports will face in the wake of world apparel trade liberalisation.
Towards best practices for micro finance institutional engagement in African rural areas
Authors: Kaoma Mwenda Kenneth , Nkombo Muuka Gerry
Published: January 2004

Micro‐finance institutions are critical to Africa's quest for solutions to the continent's development challenge. The area of their greatest potential impact, rural Africa, is not only home to the bulk of the continent's population, but also the vast majority of Africa's poor. This paper not only defines MFIs with examples from Zambia, South Africa, Mali and Zimbabwe, it also establishes a clear link between MFIs and both poverty eradication and the empowerment and equality of women, two of the major Millennium Development Goals. The paper concludes with some policy recommendations and a set of “best practices” for the future success of MFIs on the continent, including the need to ensure flexibility and careful government regulation and supervision of MFIs.
Trademarks or trade barriers?
Authors: Ismail Zenobia , Fakir Tashil
Published: January 2004

The commercial value of Africa's indigenous knowledge may potentially jumpstart development if the returns are shared with its African owners. The internationalisation of an intellectual property regime appears to be facilitating the appropriation of indigenous knowledge and products from developing countries by multinational corporations. Indigenous knowledge is removed from the communal domain and converted to foreign‐owned private property, effectively depriving developing countries of the commercialisation value of their heritage via exports and value‐added processing. The lopsided benefits of IPR protection are exemplified in the case of the US‐owned trademark on South Africa's indigenous Rooibos tea, which is becoming increasingly popular worldwide. Trademark protection may have devolved perversely into trade protectionism, thus undermining the Millennium Development Goals of market access and sustainable development. A revision of IPR's and TRIPS to incorporate recognition and protection of indigenous knowledge is necessary to foster development.
Income inequality and health: a multi‐country analysis
Authors: Asafu‐Adjaye John
Published: January 2004

This paper investigates the effect of income inequality on health status. A model of health status was specified in which the main variables were income level, income inequality, the level of savings and the level of education. The model was estimated using a panel data set for 44 countries covering six time periods. The results indicate that income inequality (measured by the Gini coefficient) has a significant effect on health status when we control for the levels of income, savings and education. The relationship is consistent regardless of the specification of health status and income. Thus, the study results provide some empirical support for the income inequality hypothesis.
After‐costs of library construction: a case study of Lied Library at the University of Nevada, Las Vegas
Authors: Munde Gail
Published: January 2004

All library construction or renovation projects are complete when contractors leave the site, staff and library users occupy the new space, and the accounts funding the project are expended and closed. Typically, additional necessary expenses after occupancy are borne by the library’s operating budget, and in this paper are referred to as “after‐costs”. This paper documents the after‐costs of one construction project, Lied Library at the University of Nevada, Las Vegas, to serve as a planning tool for others who are currently involved in, or are considering library construction or renovation projects. Identifying the specific after‐costs of one library construction project can also serve as an example for estimating or avoiding some of the after‐costs of other library construction projects, and perhaps as a basis for justifying requests for reasonable increases in a library’s operating budget after new library construction or renovation projects have been completed.
What every library can (and should) do to increase private support through planned gifts
Authors: McKee John
Published: January 2004

Everyone knows an outright gift when they see it: a one‐time gift of cash, or a pledge, a permanent gift of manuscripts, or a gift of appreciated stock which is sold by the charity for cash proceeds; even the donation of a single book is an “outright” gift to the library. A planned gift is as much a process as it is a charitable transaction. While a full discussion of the range of planned giving is beyond the scope of this article, a short definition will suffice: a planned gift is one that conforms to goals of the donor’s formal plan regarding their finances, retirement, or estate.
Overcoming the financial difficulties of hosting a national conference in Nigeria: the Nalise 2002 experience
Authors: Adomi Esharenana E.
Published: January 2004

This paper reports the financial aspect of the 2002 National Association of Library and Information Science Educators (NALISE) – Nigerian library and information science educators’ umbrella body. Conference financial difficulties encountered by the hosting department and how these difficulties were tackled are highlighted.
Partnership with internal customers – a way to achieve increased commitment
Authors: Harnesk Roland
Published: January 2004

An often‐discussed issue in the total quality management (TQM) philosophy is how to improve internal customer commitment. To find answers one must look at what the actual commitment is based on. Which decisive factors are contributing and how are they connected? As an employer one is not only employing just one part of a person but the whole person with personal, social and professional qualities. Many employers do follow “checklists” regarding how to deal with human resource issues, but they often do not really understand the content in the suggested questions of the checklist. This paper will include issues from social and behaviour sciences to enter deeper in the TQM philosophy and system thinking concerning co‐workers’ commitment. The purpose is to try to stimulate the debate using internal partnership as one way to attain increased commitment of co‐workers. A model will be used to view decisive factors for partnership, all depending on communication. In this paper the term “partnership with internal customers” will be used to stress the necessary mutual agreement between employers and co‐workers that are needed.
The customer satisfaction in a reduced rank regression framework
Authors: Giorgio Lovaglio Pietro
Published: January 2004

In this paper we propose a methodology for the estimation of customer satisfaction conceived as a latent variable specified in the American Customer Satisfaction Index (ACSI) structural model. The current proposal puts forward: the approaches of structural equations, since it involves the dual problem of indeterminacy of the latent scores and the normality assumed; the PLS approach, because of its drawbacks (shown in depth in the paper). The ACSI model will be estimated in a reduced rank regression (RRR) framework, showing that under a non restrictive hypothesis, shared by PLS, the structural model can be viewed as a RRR model between two blocks of manifest variables. Finally, in the paper an application is shown to assess the students’ satisfaction in respect to the service of a big real estate agency, operating in the houses‐to‐let market, in Bologna (Italy) for 2002.
Private versus public sector excellence
Authors: Eskildsen Jacob K. , Kristensen Kai , Jørn Juhl Hans
Published: January 2004

This paper analyses the differences between private and public sector organisations in Denmark in relation to the penetration of holistic management models, how companies achieve excellent results and the empirical weight structure of the European Foundation for Quality Management (EFQM) excellence model. The results show that the penetration of holistic management models is greater among public organisations. Furthermore private and public organisations do not achieve excellent results in the same way. Private companies put higher emphasis on the systems dimension whereas public organisations put higher emphasis on the people dimension. In relation to the empirical weight structure of the EFQM excellence model two significant differences were found. Private companies put higher emphasis on the criteria “leadership” and “policy and strategy” than public organisations.
An index method for measurement of customer satisfaction
Authors: Fečiková Ingrid
Published: January 2004

Customer satisfaction (CS) has become an important issue for commercial and public service organisations. Companies win or lose based on what percentage of their customers they can keep. Success is largely about retention of customers, which again depends on CS level. It would be a great help to be able to comprehensively measure the quality of product and service, by relating the measures of quality to real customer behaviour. Some companies get feedback about CS through the percentage of complaints, some through non‐systematic surveys, again some do not measure CS at all, because “the system would not add anything useful and is very time‐consuming”. Give three managers in the same company the same objective: to improve CS, however it may be measured, and they will come up with three distinctly different and incompatible plans. CS requires a number of ingredients, all of which need to be considered. Aims to develop and simplify measurement systems by using a general formula that makes quantitative measurement of CS possible. Considers four important aspects that have a negative or positive influence on profitability related to CS.
Modeling of convection enhancement mechanisms
Authors: Comini G. , Croce G. , Nonino C.
Published: January 2004

Most compact heat exchangers and heat dissipating components rely on convection enhancement mechanisms that reduce the continuous growth of boundary layers. Usually surface irregularities, in the form of interruptions and/or vortex generators, are introduced in the flow passages. The resulting geometric configurations are periodic in space and, after a short distance from the entrance, induce velocity and thermal fields that repeat themselves from module to module. The numerical models presented here consider the space‐periodicity and allow flows that are stationary at sub‐critical values of the Reynolds number, but become time‐periodic, or quasi periodic, above the critical value of the Reynolds number. Space discretizations are achieved by an equal order finite element procedure based on a projection algorithm. Two‐dimensional schematizations are employed to analyze the effects of surface interruptions and transverse vortex generators, while three‐dimensional schematizations are employed for longitudinal vortex generators.
Transient heat transfer of deforming droplets at high Reynolds numbers
Authors: Hase Matthias , Weigand Bernhard
Published: January 2004

A numerical study of heat transfer enhancement due to the deformation of droplets at high Reynolds numbers is described. The two phase‐flow has been computed with a 3D DNS program using the volume‐of‐fluid method. The droplets are deformed because of the surrounding gas stream especially due to a sudden rise of flow velocity from zero to Ui. As the governing non‐dimensional parameter the Weber number of the droplets has been varied between 1.3 and 10.8 by assuming different surface tensions at Reynolds numbers between 360 and 853. The dynamical behavior of the droplets as a function of the Weber and the Ohnsorge number are in good agreement with experimental results from the literature. At the highest Reynolds number Re=853, a significant dependency of Nu on We has been found. The comparison of a Nusselt number computed with the real surface area with a Nusselt number computed with the spherical surface area shows that the heat transfer increases not only due to the droplet motion but also due to the larger surface area of the deformed droplet.
Computation of combined turbulent convective and impingement heat transfer
Authors: Sundén Bengt , Jia Rongguang , Abdon Andreas
Published: January 2004

Impingement and forced convection are preferable methods for cooling gas turbine components. However, influences of various design parameters like crossflow and surface enlargements (like ribs) are not well understood. Thus there is a request for reliable and cost‐effective computational prediction methods, due to the experimental difficulties. Such methods could be based on the numerical solution of the Reynolds‐averaged Navier‐Stokes equations, the energy equation and models for the turbulence field. This paper describes some recent advances and efforts to develop and validate computational methods for simulation of impingement and forced convection cooling in generic geometries of relevance in gas turbine cooling. Single unconfined round air jets, confined jets with crossflow, and three‐dimensional ribbed ducts are considered. The numerical approach is based on the finite volume method and uses a co‐located computational grid. The considered turbulence models are all the so‐called low Reynolds number models. Our recent investigations show that linear and non‐linear two‐equation turbulence models can be used for impinging jet heat transfer predictions with reasonable success. However, the computational results also suggest that an application of a realizability constraint is necessary to avoid over‐prediction of the stagnation point heat transfer coefficients. For situations with combined forced convection and impingement cooling it was revealed that as the crossflow is squeezed under the jet, the heat transfer coefficient is reduced. In addition, inline V‐shaped 45° ribs pointing upstream performed superior compared to those pointing downstream and transverse ribs.
Thermal diffusivity of NTC layers obtained with photoacoustic technique
Authors: Aleksić O.A. , Nikolić P.M. , Luković D. , Radulović K. , Vasiljević Radović D. , Savić S.
Published: January 2004

The thermal diffusivity of thick film NTC layers based on a metal oxide powder mixture was measured at room temperature by the photoacoustic (PA) technique. The powder mixture was composed of MnO (60 percent), CoO (32 percent) and Fe2O3 (8 percent), which were ball milled to nanometer particle size. NTC layers of different thicknesses were made by sequentional screen‐printing followed by drying and co‐firing at 850, 900 and 1,000°C in a hybrid conveyor furnace. The experimental PA phase and amplitude diagrams were numerically analyzed and the thermal diffusivity and electron transport parameters were calculated. An increase of thermal diffusivity with sintering temperature was observed. The fractal structure model was in agreement with the experimental data for modulation frequencies in which the sample behaved as thermally thick.
Determinants of adoption for organisational innovations approaching saturation
Authors: Brandyberry Alan A.
Published: January 2004

A large‐scale random sample is used to empirically examine the relationships between adoption of computer‐aided design (CAD) and five organisational characteristics that are likely to affect the probability of a firm adopting an information technology. The organisational characteristics tested are bureaucratic control, internal communication, external communication, organisational innovation, and the firm’s size. Results indicate that bureaucratic control, internal communication, and external communication do affect the likelihood of a firm adopting CAD but organisational innovation and organisational size do not. These results suggest there are differences and similarities between the organisational influences associated with classic adoption models developed with emerging technologies and the organisational influences associated with CAD adoption and possibly other mature information technologies.
The need for a new product development framework for engineer‐to‐order products
Authors: Rahman Abdul Rahim Abd. , Shariff Nabi Baksh Mohd.
Published: January 2004

New product development (NPD) is the cornerstone of manufacturing companies. An engineer‐to‐order (ETO) company can achieve its business objectives by reducing design iterations and rework, recognizing customer’s requirements up‐front and building quality into design and manufacturing. This paper discusses differences between ETO and make‐to‐stock (MTS) companies and justifies the need for a separate framework for ETO in NPD. Four frameworks from published literature were analyzed and it was found that the frameworks were not suitable for ETO companies due to the differences in operations and product design activities. This paper proposes a set of requirements for establishing a design and manufacture framework specifically for ETO companies. The framework can aid design and manufacturing engineers to plan their work to include customers, suppliers, consultants, contractors and manufacturing concern during the design stage. The framework requirements can serve as a foundation of further work to be carried out in this area.
Patents and product development strategies: a model of antecedents and consequences of patent value
Authors: Malewicki Debra , Sivakumar K.
Published: January 2004

Innovation management has been acknowledged as a crucial activity for the growth and survival of firms. An important element of a firm’s innovation management strategy is the acquisition and management of patents. Although the role of patents has been widely discussed in the economics literature, only limited effort has been devoted toward examining the issue in the marketing context. To address this important gap in the literature, this article focuses on the factors governing the perceived value of patents and how such perceptions affect the firm’s product development strategies. A conceptual model is developed and a number of research propositions based on existing research derived. The research has the potential to make a contribution to the academic literature, to offer insights for managers, and to provide guidelines for public policy makers.
Creating an international market for disruptive innovations
Authors: Sandberg Birgitta , Hansén Sten‐Olof
Published: January 2004

Although the significance of international markets is recognised in innovation management, there seems to be a lack of studies on how the international context is actually present in the process of disruptive‐innovation development. This paper aims at filling this gap and at analysing the manifestation of the international context in market proactiveness during this process. It begins with a brief discussion of the concepts of market proactiveness and disruptive innovations. The international scope of market proactiveness at the idea‐generation, development, and launch stages is then analysed in the light of the ethnocentric, polycentric, regiocentric, geocentric (EPRG) model, and described in the context of the development of three disruptive drugs. The results of this study indicate that both the degree and international scope of market proactiveness differ considerably in demand‐related and competition‐related comparisons.
The concept of innovativeness: should we need to focus?
Authors: Salavou Helen
Published: January 2004

Organisational innovativeness is a broad concept involved in a firm’s proclivity to innovate. As such, widely varying conceptualisations and operationalisations of this construct appear to be the main cause of major deficiencies in the research of organisational innovativeness determinants. This article suggests a shift in emphasis from organisational to product innovativeness. After defining this concept, it selectively addresses how the investigation of product innovativeness as a dependent variable could contribute to further research and theory development. The benefits of such an investigation are far from restricted to the recommendations made herein. However, such recommendations are meant to intrigue scholars into conducting similar investigations on product innovativeness, a rather overlooked aspect of organisational innovativeness.