bluuebunny/crossref_metadata_2025_split huggingface dataset:
Bank customer loyalty and satisfaction: the influence of virtual e-CRM
Authors: Mang’unyi Eric E. , Khabala Oumar T. , Govender Krishna Kistn 
Published: April 2018

Purpose
The purpose of this paper is to investigate the mediating role of customer satisfaction (CS) in the electronic-customer relationship management (e-CRM) and customer’s loyalty (CL) relationship, using data from the customers of one of the largest retail banks in Kenya.

Design/methodology/approach
Using survey mode, the study was administered to 90 samples (of which 78 were returned and usable), with data analysed using exploratory factor analysis to determine scale validity, and path analysis and multiple regression modelling to test hypotheses.

Findings
This study revealed that the interaction between e-CRM transaction features and CS was statistically significant and predicted CL, however, the interaction did not significantly account for more variance than just e-CRM features and CS. The path analysis revealed a lack of potential significant mediation effects of CS on the relationship between e-CRM and CL.

Research limitations/implications
Although this research may have sampling limitations and also that the model fit is confined in a single bank/service industry, the estimated model was reasonable enough and has the potential of being repeated in future studies.

Originality/value
The principle contribution of the present research is it supplies unique learning to bank managers and scholars alike through conceptualising and subsequently empirically verifying the path e-CRM and e-loyalty via CS, and that CS does not mediate the relationship between the aforementioned constructs. By investigating the e-CRM practices of an existing case study, it provides insights of the issue and compare to literature, therefore supplying a thorough and detailed analysis to understand the phenomenon under investigation valuable for banking sector.
Sport events at the community level
Authors: Miragaia Dina Alexandra Marques , da Costa Carla D.M. , Ratten Vanessa 
Published: April 2018

Purpose
The purpose of this paper is to identify motives that lead students and teachers of sports science to participate voluntarily in the organization of sport events at a community level.

Design/methodology/approach
A questionnaire composed of five dimensions, expression of values, concern for the community, interpersonal contacts, vocational guidance and personal growth/development, was given to a sample of students and teachers. Then a confirmatory factorial analysis was applied to the five dimensions and descriptive statistics was used to identify the ranking in terms of the reasons why teachers and students decide to engage in extracurricular activities. The Mann-Whitney U-Test was used to identify significant differences between the two groups.

Findings
Teachers and students consider that the main reasons for their involvement are related to expression of values, concern for the community and vocational guidance. Significant differences were found indicating that for students, gaining experience for future jobs is one of their priorities but for the teachers they consider that helping others and contributing to the good of society are the main reasons.

Research limitations/implications
The implications for organizers of community sport events are that different rationale for contributing need to be taken into account.

Originality/value
This study contributes to the pedagogical strategies that can be used to improve the training of the sports science students. It is important to note that the involvement of students and teachers in extracurricular activities can benefit from their integration into the labor market.
Evaluating the resource use efficiency of government colleges in Punjab (India)
Authors: Kaur Harpreet , Bhalla G.S. 
Published: April 2018

Purpose
In the present era, government colleges in Punjab are facing cutthroat competition on three fronts, i.e. financial constraints and insufficiency of government grants, falling number of students and the shortage of teaching staff in the colleges because of stiff competition and other reasons. Thus, the purpose of this study is to evaluate the resource use efficiency of government colleges in Punjab.

Design/methodology/approach
The study covered 15 general degree government colleges from various districts of Punjab. Secondary data for the study were collected from financial budgets, income and expenditure statements and self study reports of the colleges. The data envelopment analysis was conducted using the CCR model and BCC model.

Findings
The technical efficiency results suggest that colleges analyzed in this study are operating at a moderate level of efficiency relative to each other. Most of the colleges were found to be inefficient during the study period. Only one college was found consistently efficient during all the years of the study. Moreover, input and output slacks exist in many of the colleges.

Research limitations/implications
To achieve the efficiency level, the colleges need to improve their utilization of resources and the enrollment rate at a given level of resources. To increase the efficiency of the colleges, the Government of India needs to reform their budgeting system.

Originality/value
Punjab is a well-known state of India and public higher education sector plays important role in the education system. This research provides a new insight to the efficiency of the government colleges.
Reincorporations: a comparison between Greek and Cyprus law
Authors: Papadopoulos Thomas 
Published: April 2018

Purpose
This paper aims to analyse the legal framework of reincorporations and subsequent change of applicable law in Greece and Cyprus. A comparison between Greek Law and Cyprus Law is drawn. This paper highlights possible required reforms. Cyprus has a quite detailed legal framework of voluntary inbound and outbound reincorporations. While Greece has certain provisions on outbound reincorporations, it does not have any provisions on inbound reincorporations. The compatibility of these national provisions with internal market rules, as interpreted by the case law of the Court of Justice of the EU (CJEU), is discussed.

Design/methodology/approach
This paper follows a comparative approach. After a careful analysis of each national legal framework, a comparison between Greek law and Cyprus law follows. This paper also follows an EU law approach.

Findings
These two jurisdictions present some differences. Cyprus adopting the incorporation theory has a detailed, sophisticated and flexible legal framework of reincorporations. Although Greece adopting the real seat theory has some special provisions for outbound reincorporations, there are no specific provisions for inbound reincorporations. Inbound reincorporations are possible under Greek law, but the absence of detailed provisions is against legal certainty. Cyprus law on reincorporations could be used as an example for Greek legislature. However, possible EU harmonisation of seat transfers is expected to have an immense impact on national provisions for reincorporations.

Practical implications
Reincorporations constitute a significant corporate restructuring technique with important practical implications on the economy. Apart from academics, this paper attracts the interest of lawyers, managers, accountants, officers of supervisory and regulatory bodies and policymakers engaged with reincorporations.

Originality/value
This is one of the few academic papers comparing Greek and Cyprus company law and private international law. It is the first paper that compares the Greek and Cyprus legal framework of reincorporations.
Implementation issues of a design management indicator system
Authors: Radici Fraga Paula Görgen , Bernardes Maurício Moreira e Silva , Vieira Darli Rodrigues , Chain Milena Chang 
Published: April 2018

Purpose
The purpose of this paper is to present and discuss the process and results achieved from the implementation of a design management indicator system in four product development companies.

Design/methodology/approach
To this end, instruments and techniques for implementing and collecting composite data were adopted.

Findings
The implementation made it possible to test the system metrics, and the analysis of the results enabled the identification of factors that hinder a successful implementation.

Originality/value
Design is being recognized as providing significant economic, social, and environmental benefits, and as it becomes a part of the management process, it can have an impact on business performance. Therefore, information sharing through indicator systems that consider factors that generate reliable and quantifiable information has become fundamental.
The questionnaire on productivity attributes (QPA)
Authors: Kamble Raju Sheshrao , Wankhade Lalit Narendra 
Published: April 2018

PurposeAlthough there are many studies investigating attributes affecting productivity, the research into measurement of those attributes has been incomplete. In an attempt to bridge this gap, the authors reviewed the productivity literature, identified and integrated previously described attributes, and developed a measure to estimate those attributes. The developed questionnaire – questionnaire on productivity attributes (QPA) – is based on a five-dimensional conceptual framework, which consisted of human resource management, management strategy, organizational culture, production methodology, and performance. A model that measures a way to construct a linear scale from ordinal data has also been introduced. The paper aims to discuss these issues.Design/methodology/approachInitially, a pilot survey among Indian academic and industrial experts as well as employees working in manufacturing industries was conducted to optimize clarity, readability, and construction of the QPA. After pilot-testing, the 45 QPA items were further field surveyed amongst a representative sample of 311 Indian engineers, managers, and workers from manufacturing industries. One-way analysis of variance is performed to examine whether there are differences among engineers, managers, and workers in the understandability or applicability of QPA. Exploratory factor analysis is used to confirm the five-dimensional conceptual framework. Also, infit and outfit measures have been used to check the QPA model fit. To increase confidence, all retained items are tested for goodness-of-fit test. Finally, the functioning of optimal response categorization of the QPA is demonstrated in terms of frequencies, average measures, and standard error.FindingsA five-dimensional conceptual framework is identified. A generic short scale was constructed. Finally, the developed questionnaire provides new insights into how to avoid the trade-offs commonly observed in productivity research.Originality/valueThe newly designed QPA appears as a general measure for productivity attributes which can be used by scholars and practitioners to conduct basic research on productivity improvement in various industries.
The influencing outcomes of job engagement: an interpretation from the social exchange theory
Authors: Yin Nan 
Published: April 2018

PurposeJob engagement is a positive, fulfilling, work-related state of an individual, the perfect link between individual characteristics, job factors and job performance and the important path of an organization creating competitive advantages. Based on the viewpoint of the social exchange theory, the study assumes that employees will generate different influencing outcomes, which are, in order, task performance, organizational citizenship behavior, job burnout and counter-productive work behavior (CWB), according to the degree to which they psychologically expect that job engagement could receive organizational rewards, and discusses the relationships between job engagement and task performance, organizational citizenship behavior and other variables. The paper aims to discuss these issues.Design/methodology/approachData were collected from the employees working as the salesmen from 48 computer and computer parts sales companies. The questionnaires of the study were the paired questionnaires. In total, 150 supervisor questionnaires and 633 employee questionnaires have been distributed. Under every sales head, there were some employees. In total, 501 valid paired questionnaires were collected. AMOS 23.0 was employed to process the data in the structural equation modeling and the causal relationships among all the factors were explored.FindingsThe results revealed that employee job engagement had positive influence on task performance and organizational citizenship behavior and had negative influence on job burnout and counter-productive work behavior; among all the moderating variables, organizational justice just significantly and negatively moderates job engagement and CWB.Originality/valueJob engagement is an actively and fully absorbing state of an individual in the work, the perfect link among individual characteristics, job factors and job engagement and the important path of an organization creating competitive advantages. Most of the past studies have explored the positive effects of job engagement. This study tries to explore the positive and negative effects of employee’s job engagement based on the social exchange theory.
Multidimensional engagement and store performance
Authors: Suhartanto Dwi , Brien Anthony 
Published: April 2018

PurposeThe purpose of this paper is to examine the effect of multidimensional engagement (job engagement and organization engagement) on retail stores’ performance directly and indirectly through job performance and job satisfaction.Design/methodology/approachData were collected from frontline retail store employees. A variance-based structural equation modeling (PLS) is used to examine the relationships between multidimensional engagement, job performance, job satisfaction, and store performance. The bootstrap method was applied to examine the mediation role of job performance and job satisfaction.FindingsThis study supports the existence of a multi-dimension engagement consisting of job engagement and organization engagement and the relationship between these engagements. Further, this study reveals that job engagement and organization engagement are important determinants of store performance.Practical implicationsThis study provides an avenue for retail store managers to increase their store performance through the development of employee engagement. To improve the store performance, this study suggests that store managers provide a challenging job and encourage employees to use their creativity in serving customers. It is also important to store managers to support employees in performing their jobs, including procedural fairness in stores.Originality/valueThis study is one of the first attempts to examine the effect of multidimensional engagement on organization performance at a business unit level (retail store).
Hospital healthcare service quality, patient satisfaction and loyalty
Authors: Fatima Taqdees , Malik Shahab Alam , Shabbir Asma 
Published: April 2018

Purpose
The purpose of this paper is to explain the patients’ views towards private healthcare service providers. The study focussed on hospital service quality and analysed the relative significance of quality measurements in anticipating the patients’ satisfaction and loyalty. The mediating role of patient satisfaction is assessed between quality of hospital healthcare services and patient loyalty.

Design/methodology/approach
A total 611 patients (both indoor and outdoor) participated in a questionnaire survey from the six private hospitals of capital city, Islamabad, Pakistan. Data were analysed through descriptive statistics, common method variance, reliability, correlation and regression in order to investigate customer perceived service quality and how the quality of services stimulates loyalty intentions towards private service suppliers.

Findings
Findings depict that private healthcare service providers are attempting to deliver well improved healthcare services to their customers. Results confirmed that better quality of healthcare services inclines to build satisfaction and loyalty among patients. The healthcare service quality aspects (i.e. physical environment, customer-friendly environment, responsiveness, communication, privacy and safety) are positively related with patient loyalty which is mediated through patient satisfaction.

Practical implications
Findings will help the hospital managers to articulate effective strategies in order to ensure superior quality of healthcare services to patients. The study will induce hospital management to deliver attentions towards the quality of private healthcare service systems and improvements towards the deficient healthcare services. Furthermore, the study will present a clear picture of patient’s behavioural attitudes; satisfaction and loyalty intentions towards the quality of healthcare services.

Originality/value
The study provides the views and perceptions of patients towards the quality of healthcare services. The healthcare service quality dimensions, i.e., physical environment, customer-friendly environment, responsiveness, communication, and privacy and safety were assessed. Hospital healthcare service quality was examined in order to find out its effect on patient satisfaction and patient loyalty.
Corporate governance quality of Islamic banks: measurement and effect on financial performance
Authors: Ajili Hana , Bouri Abdelfettah 
Published: April 2018

Purpose
This paper aims to assess the measurement of the Corporate Governance (CG) quality of Islamic Banks (IBs) and its effect on financial performance.

Design/methodology/approach
In the applied part of this study, a sample of 44 IBs operating in Bahrain, Kuwait, Qatar, Oman, the United Arab Emirates and the Kingdom of Saudi Arabia were investigated according to information provided by the national central bank websites of the Gulf Cooperation Council (GCC) countries. To measure the governance quality, CG-index was constructed based on three sub-indices which are the Board of Directors (BOD), the Audit Committees (AC) and the Shariah Supervisory Board (SSB) indices.

Findings
Findings revealed that CG quality of IBs in GCC countries adhere to 74 per cent of the attributes addressed in the CG-index. The results also showed that IBs in GCC countries valued the effectiveness of SSB much more than the conventional CG mechanisms. Using multiple regression models, findings suggested no statistically significant relation between CG quality and financial performance which would imply that good CG had an insignificant association with high performance in GCC IBs.

Originality/value
The current paper may serve to assist IBs stakeholders to better understand the CG practices of IBs. In addition, the observed insignificant relation between the quality of CG practices and performance should sensitize the IBs regulators in the GCC countries to the necessity of improving the existing CG requirements.
Forming and transforming shared services: the performativity of management devices
Authors: Harritz Daniel 
Published: April 2018

Purpose
This study aims to investigate the role of management devices in transformation processes. This was done by analysing how devices persuaded people into actions, resulting in drifts that both led to the creation of a Shared Service Centre (SSC) and transformed it into a cost centre, something resembling an internal joint venture, followed by a profit centre and, finally, a centre of expertise.

Design/methodology/approach
A longitudinal case-based approach inspired by Latour’s (2005) ideas on attachments. The aim was to show how links between humans and non-humans in the form of management devices brought about drifts leading to the formation and transformation of a SSC.

Findings
Attachments between devices and humans fuelled the formation and transformation of the SSC. Such innovations were revealed to be a series of drifts, which demonstrates that an SSC is not a static object but rather an ever-evolving innovation.

Research limitations/implications
On the basis of Latour (2005), the study reveals how socio–technical constellations are involved in organisational transformation, resulting in a SSC taking on new and unanticipated roles.

Practical implications
The findings facilitate a deeper understanding of the factors that initiate organisational development and transformation in SSCs. In addition, the study identifies the role different devices play in such transformation processes.

Originality/value
This paper contributes to the literature by analysing how a SSC is created and then transformed over time.
ERP systems and management accounting
Authors: Spraakman Gary , O’Grady Winnie , Askarany Davood , Akroyd Chris 
Published: April 2018

Purpose
This paper aims to show how our understanding of the effects of enterprise resource planning (ERP) systems on management accounting are influenced through “nudging” by researchers in their preamble before interviews begin.

Design/methodology/approach
There were two groups of comparable respondents. Each group received a different preamble to the same questions. The differences in group responses were analyzed.

Findings
When the impact of ERP implementation on the physical, transactional and information flows within the firm were nudged, the responses focused on how the chart of accounts had to be expanded to account for the additional data introduced by transaction processing. When the IT and ERP system knowledge and skills were nudged, the responses tended to emphasize analyses or the use of new information through the use of drill down functionality. This research provides new insights and contributions to understanding how nudging affects or directs respondent assessments of the impact of ERP systems on management accounting.

Research limitations/implications
The research is limited by the relatively small samples and by the fact that these were different research projects.

Practical implications
Nudging has an obvious impact on research that should not be ignored.

Social implications
Unintentional nudging should be considered with all research projects.

Originality/value
This paper makes explicit that nudging occurs in research whether intentional or unintentional.
Are mobile devices a blessing or a curse? Effects of mobile technology use on salesperson role stress and job satisfaction
Authors: Román Sergio , Rodríguez Rocío , Jaramillo Jorge Fernando 
Published: April 2018

Purpose
Mobile technologies have become indispensable in sales. However, there is a lack of agreement about whether mobile technology use facilitates the sales job or contributes to the salesperson’s stress and reduced job satisfaction. To address this controversy, this study aims to examine the effect of mobile technology use (smartphones, laptop computers and tablets) on salespeople’s role stress and job satisfaction.

Design/methodology/approach
Hypotheses are tested using responses of 265 sales employees working for a broad range of industries in Spain.

Findings
This study shows that mobile technology use during working hours has a positive effect on job satisfaction through a mediating process that involves role stress. In addition, the impact of mobile technology use on role stress is strengthened by technological compatibility.

Originality/value
The current study extends previous research by moving beyond a focus on technology-centric outcomes (i.e. sales performance) to understanding broader, more psychological outcomes, namely, role stress and job satisfaction. Importantly, previous research reporting that salespeople feel “plugged in” to a device all day have not made the distinction about when the mobile device is used. One important difference in this study is that it exclusively focuses on mobile technology use during working hours.