bluuebunny/crossref_metadata_2025_split huggingface dataset:
Implementing Customer Relationship Management (CRM) in hotel industry from organizational culture perspective
Authors: Rahimi Roya , Gunlu Ebru 
Published: January 2016

PurposeThe purpose of this research is to empirically investigate the impact of organizational culture on implementing customer relationship management (CRM) in the hotel industry.Design/methodology/approachThe research is conducted with a quantitative approach and a questionnaire adapted from Denison Organizational Culture Survey, and the Mendoza CRM model is the research instrument. The questionnaire was administered among 346 managers of a chain hotel in the UK. Gathered data were subjected to correlation and multiple regression analyses.FindingsThe correlation analysis demonstrates that organizational culture factors of adaptability, consistency, staff involvement and mission have a positive significant impact on CRM implementations. The multiple regression analysis further showed that though CRM implementation is highly correlated with these four factors, its successful implementation is not dependent on all of them.Research limitations/implicationsThe research is conducted in the frame of a case study where a UK chain hotel is selected; therefore, the findings cannot be generalized to a larger population. This research is conducted in the context of hotel industry and the result might be different for other industries. Due to the limitation in access to all employees, only managers were selected as the sample of the study and future studies with all staff may show different results.Practical implicationsOrganizational culture readiness is one of the most important requirements in CRM implementation initiatives. The results of this study will benefit hotel managers in measuring their organizational culture and improve it toward better CRM outcomes.Originality/valuePrevious studies on organizational culture and CRM with qualitative approaches have tried to highlight the role of organizational culture on CRM implementation or some have attempted to identify the organizational culture factors with potential impact on CRM implementations. However, very few of these studies have empirically investigated the impacts of organizational culture on CRM implementation, and this is the first study that empirically investigates this impact in the context of the hotel industry.
Customer satisfaction and its measurement in hospitality enterprises: a revisit and update
Authors: Pizam Abraham , Shapoval Valeriya , Ellis Taylor 
Published: January 2016

PurposeThis paper aims to review and discuss customer satisfaction and its application to the hospitality and tourism industries. This paper defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. This paper is a revision and update of an article previously published by Pizam and Ellis (1999) on customer satisfaction measurements.Design/methodology/approachThe most recent research on customer satisfaction measurements and scales is summarized and presented in the paper.FindingsFollowing a discussion on the dimensions and attributes of satisfaction, the main methods of measuring satisfaction are listed, and cross-cultural issues that affect satisfaction are reviewed. Finally, the paper concludes with a comprehensive review of the current online tools and techniques available for measuring customer satisfaction.Research limitations/implicationsThis summary gives a good overview to researchers who require a comprehensive review of the available research measurements and scales for customer satisfaction.Originality/valueFor the past decade, a considerable amount of research has been conducted in customer satisfaction. Finding the appropriate measurements and scales for customer satisfaction can be time-consuming and confusing. This paper provides a comprehensive overview of the best-known measurements and scales in customer satisfaction research. The paper also provides innovative online tools and techniques available for research.
Local food: a source for destination attraction
Authors: Björk Peter , Kauppinen-Räisänen Hannele 
Published: January 2016

Purpose
This study aims to explore factors affecting travellers’ food-related behaviour by focusing on the local food market. By doing so, the study contributes to the research on food experience in tourism and food-based regional development. The local food phenomenon presents essential research issues from various perspectives.

Design/methodology/approach
A self-administered questionnaire provided to attendees of a travel fair gauges respondents’ food attitudes and food-related behaviour related to information sourcing and perceptions of food experiences.

Findings
The study reveals three types of food-related behaviour. Experiencers are committed; they perceive food as essential to destination choices. They search for food-related information before their trips and value originality, newness and locality, as well as authenticity and uniqueness in local food, which eventually have an impact on travel satisfaction. Enjoyers have more casual attitudes towards food, though they view it as an important aspect of their holiday. For survivors, the local food of their destination serves mainly physiological needs.

Practical implications
Travellers’ food-related attitudes vary, and they behave according to these variations. This information serves as a means to brand hospitality and tourism businesses. Local food attracts travellers and it contributes to the tourist experience, indicating marketing potential for hospitality industries, tourism business and regional development.

Originality/value
This study adds to tourism research by exploring the effect of food attitudes on behaviours related to local food and local food markets. In particular, it highlights information sourcing, including local food and restaurants, and reveals food and eating characteristics that contribute to various types of travellers’ local food experiences, which have received little prior research attention.
Efficiency and sustainability through the best practices in the Logistics Social Responsibility framework
Authors: Mejías Ana M. , Paz Enrique , Pardo Juan E. 
Published: January 2016

Purpose
– The purpose of this paper is to analyze the best way to implement sustainable practices in the Logistics Social Responsibility field. Using the best practices (BPs) approach, the authors have answered the question about how logistics function can take on board the principles of sustainability.

Design/methodology/approach
– A systematic literature review has been applied, with an analysis of 194 papers from relevant logistics/supply chain management (SCM)-related journals over a 20-year time frame.

Findings
– The authors have identified a first set of traditional BPs that are still relevant in the sustainability context, a second set of innovative sustainable BPs and a third set that can be considered sustainable BPs evolved from the traditional cost-efficiency approach, serving as a link between the other ones. This proposed taxonomy of BPs charts a progressive path toward integration of sustainable principles in SC-logistics operations.

Research limitations/implications
– The methodological approaches applied entail inherent limitations. However, the authors have set out to ensure rigor by following a structured process approach.

Originality/value
– The work contributes by filling two recurring gaps identified in the literature: the need to integrate social and environmental issues and develop more practical tools for implementing sustainable SCM. The progressive way of implementing sustainable BPs has advantages for logistics managers, especially when companies have limited resources for transforming their logistics process into a sustainable process. Additionally, future academic research topics are proposed.
Bet-the-company decisions: when do they pay off?
Authors: Fralich Russell 
Published: January 2016

Purpose– The purpose of this paper is to examine what distinguishes bet-the-company decisions from strategic decisions in general, what forms do they take and under what circumstances do firms make them.Design/methodology/approach– From a comprehensive review and synthesis of relevant literature and media coverage since 1980, the author identifies 42 cases of bet-the-company decisions, from which the conclusions are drawn.Findings– The author identify four characteristics, three distinct types and four drivers of bet-the-company decisions.Research limitations/implications– The author draws conclusions from a qualitative analysis of 42 cases mentioned in prominent business media, supplemented by a literature review. Identifying the underlying processes that result in betting the company would require a more in-depth series of case studies. Acquiring statistical evidence would require more formal meta-analysis that this paper lacks.Practical implications– The paper identifies common characteristics, types and drivers of bet-the-company decisions that decision-makers could use to judge to recognize whether they also face such a situation.Originality/value– Executives are very sensitive to decisions with extreme consequences. This paper offers the first review of bet-the-company decisions, decisions that lie at the upper extreme of the range of strategic decision consequences.
Wicked problems: turning strategic management upside down
Authors: McMillan Charles , Overall Jeffrey 
Published: January 2016

Purpose
– The purpose of this paper is to critique the existing decision-making models of organizational theory and the ability of strategic managers to address unconventional problems using these models. Strategic management models presume reasonable stability in the task environment and the organizational design features. However, complex problems, or wicked problems, are prolific in a global world. They change profoundly the nature of strategic management, where management faces a deep paradox – an environment of unprecedented interdependence, yet unpredictable forces of chaos and volatility, a landscape of wicked problems. In this paper, the authors address wicked problems within the context of strategic management.

Design/methodology/approach
– The authors review and critique the organizational theory literature, namely, microeconomics, bounded rationality, organizational failure and the theory of creative destruction within the context of wicked problems.

Findings
– The authors find that the contemporary models of strategic management are incapable of assisting managers in addressing the reality of wicked problems. They argue that organizational pathologies rest in executive action: pursuit of goals and objectives with a false sense of causation, feedback filters that exaggerate good news and restrict bad news and actions that give only token measures to correct faulty design decisions and faulty decision processes, including more emphasis on vertical channels than horizontal task interdependencies.

Originality/value
– The authors conclude that wicked problem-solving is by temperament and time horizon, a multilayered, multitasked, organizational challenge, and requires fundamentally different mindsets for design and performance systems for senior executives. The study of wicked problems requires a new corporate mindset, new collaborative models to address them and new corporate processes and executive training tools who increasingly have to address them. This research is a first step toward extending our understanding of how to address the world of wicked problems.
Meeting Dr Jonah
Authors: Hirsch Peter Buell 
Published: January 2016

Purpose
– The purpose of this viewpoint is to draw attention to a relatively new set of ethical challenges presented by pills contain sensors and other similar “nanobots” that send information back to the doctor and to call for a public dialogue on these issues.

Design/methodology/approach
– The approach for this paper is to examine recent news reports on these new technologies and suggest an approach to an ethical framework based on similar challenges in digital privacy.

Findings
– Based on the rapid evolution of the technology, the author believes that there are four critical areas to be considered to create an ethical framework for implantable/ingestible devices that transmit real-time information – informed consent, anonymization, approved usage and the right of deletion.

Research limitations/implications
– The findings will need to be augmented once these devices are in common use to evaluate the real-world viability of the ethical framework proposed.

Originality/value
– To the best of our knowledge, evaluations of the ethical challenges represented by ingestible devices transmitting real-time data, if they exist, have been limited to specialized journals and have not been the subject of broader discussion.
Customer perceived service quality and loyalty in Islamic banks
Authors: Kashif Muhammad , Abdur Rehman Mohsin , Pileliene Lina 
Published: January 2016

Purpose– There is a plethora of research which has dealt with service quality issues in various service organizations. But a few researchers have presented state of service quality from a cultural perspective, especially within an Asian cultural context. The purpose of this paper is to measure service quality of Pakistani Islamic banks through validating a culturally sensitive scale: PAKSERV. Furthermore, the path from service quality to customer loyalty has been presented through applying PAKSERV service quality scale.Design/methodology/approach– Following a positivist tradition, the service quality to loyalty path in Islamic banking sector of Pakistan is established. A self-administered survey was conducted to approach 300 Islamic bank customers in major cities of Pakistan. The respondents were purposefully selected based on their extent of using the retail banking services. The data were analysed through employing various quantitative measures such as correlation and structural equation modelling employing AMOS.Findings– The findings reveal that Pakistani Islamic banking customers are satisfied with the service quality offered. All the dimensions of PAKSERV are found to significantly contribute towards customer satisfaction and loyalty. However, major focus of customer is on the dimensions such as responsiveness and sincerity which are understandable in high-risk avoiding and moderately power-oriented Pakistani society.Originality/value– The research has been first of its type to present the validity of PAKSERV scale in a collectivist cultural context of Pakistan. Furthermore, the path from the customer satisfaction to loyalty by employing PAKSERV scale has been presented for the first time.
Using an adapted approach to the Kano model to identify patient needs from various patient roles
Authors: Gustavsson Susanne , Gremyr Ida , Kenne Sarenmalm Elisabeth 
Published: January 2016

Purpose
– The purpose of this paper is to study how an account of multiple patient roles when using the Kano model in healthcare improvements can support identification of a wide range of patients’ needs.

Design/methodology/approach
– The study presented in this paper was part of a longitudinal action research study. The empirical material was collected by various methods (interviews, a focus group, participative observations, and a survey) over a two-month period within the Children’s and Women’s Healthcare department in a Swedish hospital. The respondents included the management team, healthcare professionals, patients, and the patients’ partners.

Findings
– The study shows that incorporating a view of multiple patient roles into application of the Kano model, and using input on customer needs obtained from patients, relatives, and healthcare professionals, helps to identify a wide range of patients’ needs.

Originality/value
– The view on patients within healthcare is being transformed from one based on servility to that of patients as customers. This paper elaborates on a hands-on way of applying the Kano model based on a view of multiple patient roles as a means to support this new patient view. The application builds on input from various groups (such as patients and healthcare professionals), and, by using input from various stakeholders. This approach appears to overcome a gap, identified in earlier research, of either relying solely on patients, or solely on healthcare professionals, when identifying patients’ need. Rather input from several groups – patients, relatives, and professionals – are suggested to be used in combination.
Lean six sigma project management – a stakeholder management perspective
Authors: Sunder M. Vijaya 
Published: January 2016

Purpose
– The purpose of this paper is to understand the success of Lean Six Sigma (LSS) in banking and financial services industry and to develop a structured stakeholders management model for successful LSS project management.

Design/methodology/approach
– A two-phase methodology is used. Phase 1 establishes the literature to understand two key process improvement methodologies – Lean and Six Sigma and to derive synergies by their combination leading to success in banking and financial services. The literature also helps to recognize the importance of stakeholder management in LSS projects and to understand how it helps in accelerating change in organizations. Phase 2 of the methodology is based on the interviews conducted by 56 global LSS project managers. This is to understand the practical challenges faced by the LSS project managers in banking and financial services tying back to the existing literature.

Findings
– The paper identifies the possible opportunities for structured stakeholder management across different phases of Define-Measure-Analyze-Improve-Control (DMAIC) project flow. The first of this kind, “Inform-Involve-Influence” model has been developed based on the understanding from literature and conclusions from the interviews conducted. The proposed model highlights the different set of stakeholders involved in LSS projects and their role in the project. The model also helps categorizing the stakeholders based on the DMAIC phases.

Research limitations/implications
– The paper is limited to readymade use in banking and financial service environments for LSS projects. However the paper sets a platform for further research to customize the proposed model for other service industries.

Practical implications
– The model proposed as part of the paper helps project managers to inform, involve and influence different set of stakeholders at different phases of the DMAIC flow. The model leaves an opportunity for further research and customization for other service industries outside the banking and financial services space like hospitality, government, heath care, etc. Benefits and limitations of the model were presented as part of the paper.

Originality/value
– The paper is the original work contributed by the author. Both the survey findings and the model developed are author’s original contribution for both academicians and corporate professionals.
Long‐term Geophysical Monitoring of Simulated Clandestine Graves using Electrical and Ground Penetrating Radar Methods: 4–6 Years After Burial
Authors: Pringle Jamie K. , Jervis John R. , Roberts Daniel , Dick Henry C. , Wisniewski Kristopher D. , Cassidy Nigel J. , Cassella John P. 
Published: January 2016

AbstractThis ongoing monitoring study provides forensic search teams with systematic geophysical data over simulated clandestine graves for comparison to active cases. Simulated “wrapped,” “naked,” and “control” burials were created. Multiple geophysical surveys were collected over 6 years, here showing data from 4 to 6 years after burial. Electrical resistivity (twin electrode and ERI), multifrequency GPR, grave and background soil water were collected. Resistivity surveys revealed that the naked burial had low‐resistivity anomalies up to year four but then difficult to image, whereas the wrapped burial had consistent large high‐resistivity anomalies. GPR 110‐ to 900‐MHz frequency surveys showed that the wrapped burial could be detected throughout, but the naked burial was either not detectable or poorly resolved. 225‐MHz frequency GPR data were optimal. Soil water analyses showed decreasing (years 4 to 5) to background (year 6) conductivity values. Results suggest both resistivity and GPR surveying if burial style unknown, with winter to spring surveys optimal and increasingly important as time increases.
Fatal Intoxication with Toluene Due to Inhalation of Glue
Authors: Djurendic‐Brenesel Maja , Stojiljkovic Goran , Pilija Vladimir 
Published: January 2016

AbstractTwo cases of fatal intoxications with toluene due to glue sniffing are described. In case 1, the autopsy did not indicate cause of death, while in case 2, the cause of death was determined to possibly be due to mechanical asphyxia by drowning. As the decedents had a history of glue sniffing, toxicological analyses were performed. Using gas chromatography with flame ionization detector and gas chromatography/mass spectrometry (GC/MS) with headspace method, toluene was detected in biological samples. Toluene ranged from 3.81 to 20.97 μg/g, with the highest concentrations observed in liver and brain (13.82–20.97 μg/g) in both cases. Based upon this data, the cause of death in both cases was determined to be toluene poisoning. Toxicological investigations are extremely important and should be considered mandatory in all deaths thought to be due to volatile substance abuse, as well as all deaths that are thought to be due to poisoning in young people.
The Influence of Wood Grain on the Bullet's Ricochet Behavior
Authors: Mattijssen Erwin J. A. T. , Alberink Ivo , Brouwer Suzanne D. , Kerkhoff Wim 
Published: January 2016

AbstractWhen a bullet ricochets from wood, various parameters will influence its behavior. In this study, the influence of the wood grain on the ricochet angle (β) and deflection angle (γ) is assessed. Series of five .32 Auto bullets were fired at different angles of incidence (α) on boards of six wood types. The results confirm the previously shown effect that the mean β‐angles usually exceed α and increase when α increases. Overall, the maximum mean γ occurs when the angle of wood grain (ζ), in relation to the plane of impact, lies between 30° and 75° but differs per combination of wood and α. The results show the inclination of γ toward the left or right, depending on the bullets left or right rotation while also showing that the direction of ζ can enhance or counteract this effect considerably, especially when α is close to the critical ricochet angle.
Bioinformatics Analyses of Differentially Expressed Genes Associated with Acute Myocardial Infarction
Authors: Gao Yuan , Qi Guo‐xian , Guo Liang , Sun Ying‐xian 
Published: January 2016

SummaryBackgroundWe aimed to predict key genes associated with acute myocardial infarction (AMI) by bioinformatics analysis.MethodsThe microarray data of GSE48060, including peripheral blood samples from 31 first‐time AMI patients within 48‐h post‐MI and 21 normal controls, were obtained from Gene Expression Omnibus database. The differentially expressed genes (DEGs) in AMI samples compared with normal controls were identified. Functional enrichment analysis was then performed, followed by analysis of protein–protein interaction (PPI) network and transcription regulatory network (TRN).ResultsA total of 385 up‐ and 504 down‐regulated DEGs were identified. They were mainly enriched in five pathways, such as natural killer (NK) cell‐mediated cytotoxicity and chemokine signaling pathway. Chemokine (C‐C motif) ligand 5 (CCL5) was hub protein in PPI network. Besides, four transcription factors (TFs), including nuclear receptor subfamily 2, group C, member 2 (NR2C2), MYC‐associated factor X (MAX), general transcription factor IIIC, polypeptide 2, beta 110 kDa (GTF3C2), and B‐cell CLL/lymphoma 3 (BCL3), were identified. Notably, nuclear receptor coactivator 7 (NCOA7) interacted with GTF3C2 and MAX directly.ConclusionsCCL5, BCL3, NR2C2, MAX, GTF3C2, and NCOA7 might play important roles in AMI development.