bluuebunny/crossref_metadata_2025_split huggingface dataset:
Managing frontline employee performance through coaching: does selling experience matter?
Authors: Pousa Claudio , Mathieu Anne , Trépanier Carole 
Published: February 2017

Purpose
The impact of managerial coaching on frontline employee performance has received initial support in literature in recent years. However, no studies have explored if this impact should vary according to the career stage that the employee is in. If an interaction effect exists, then managers should expect different results when coaching people in different stages of their careers. Otherwise, all employees (independently of their career stage) can benefit from the positive impact of coaching and, thus, the manager can expect a continuous positive outcome on employee performance throughout their careers. Accordingly, the purpose of this paper is to evaluate the moderation effect of an employee’s career stage on the relationship between managerial coaching and performance.

Design/methodology/approach
A sample of 318 financial advisors from two Canadian banks was used to collect data on the amount, and quality, of managerial coaching received by the employees, as well as their performance. multigroup confirmatory factor analysis ran in AMOS was used to test the moderation effect of experience.

Findings
Results confirmed the positive effect of managerial coaching on frontline employee behavioral and sales performance, but no moderation effect was found. The measuring and causal models showed invariance for employees in their early (one to seven years of selling experience), middle (8-15 years), and late (more than 15 years) career stages, suggesting that managerial coaching will make a consistent contribution to performance throughout all the stages of the employee’s career.

Research limitations/implications
The study makes two main contributions to the scientific literature. First, it offers an original study examining the effect of managerial coaching on frontline employee performance in the banking sector. Second, it examines the role of selling experience as a moderator in coaching processes, thus contributing to the limited literature on career stages.

Practical implications
The study suggests that managers should equally devote their coaching efforts to all employees, independently of their selling experience. Contrary to the belief that rookies will benefit more from coaching, and that “you cannot teach an old dog new tricks,” results suggest that managerial coaching makes a continuous contribution to performance throughout all the stages of an employee’s career.

Originality/value
To the authors’ knowledge, this is the first study to examine the moderation effect of selling experience on coaching consequences, and one of the few to present evidence of the positive effect of managerial coaching on frontline employee performance in the banking sector.
Relative importance of service value by customer relationship stages
Authors: Ponnam Abhilash , Paul Rik 
Published: February 2017

Purpose
The purpose of this paper is to empirically sketch the phenomenon about the nature of service value expected in different stages of relationship over time in Indian retail banking context.

Design/methodology/approach
Customer service value dimensions pertinent to Indian retail banking context were explored psychometrically. Later, mean factor scores of obtained service value dimensions across relationship stages (early, intermediate, and advanced) were calculated and fed into PERMAP software to graphically depict the relationship between value dimensions and relationship stages. To validate the PERMAP solution, one-way ANOVA was run for each value dimension with independent variable as a relationship level.

Findings
The service value dimensions pertinent to Indian banking context are customer intimacy, product leadership, service equity, perceived sacrifice, service quality, and operational excellence. The authors could empirically prove that except for operational excellence and service quality, all the other value dimensions exhibited variation in importance over time. Results reveal that customers in the early stages of relationship value tangible value dimensions and the ones in advanced stages of relationship value intangible dimensions.

Practical implications
Managers should formulate marketing strategies which will signal the customers, the superiority of the bank in delivering performance on tangible dimensions during the early stages of relationship, whereas understanding and addressing unique customer needs and establishing an emotional bonding with customers should be emphasized in the advanced stages of relationship.

Originality/value
The current research could adequately establish the essential role of tangible value dimensions in shaping service value during the early stages of relationship and intangible value dimensions in the later stages of relationship.
Demographic differences in Jordanian bank service quality perceptions
Authors: Al-jazzazi Akram , Sultan Parves 
Published: February 2017

Purpose
The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking consumers.

Design/methodology/approach
Data are collected using surveys. The survey contains items for three different measures of overall BSQ perceptions. The researchers mailed surveys to a random sample of 2,000 banking customers in Jordan. Responses to questionnaire items measuring respondents’ BSQ perceptions were analysed using one-way analysis of variance with Tukey’s honest significant difference post hoc tests to assess subgroup differences in six demographic variables: gender, age, occupation, income, education, and religion.

Findings
BSQ perceptions are significantly different in four of the six demographic variables. Age and education do not impact on BSQ perceptions.

Research limitations/implications
The findings indicate demographic effects on Jordanian banking consumers’ perceived BSQ. Study limitations include demographic subgroup underrepresentation and survey structure. Future research should obtain a more representative sample for better generalisability.

Practical implications
The findings suggest that Jordanian banks should structure their services to best accommodate their customers’ demographics. In addition, banks can use the findings to guide the development of demographic-driven marketing to target and attract customers efficiently.

Originality/value
This study is the first to investigate demographic differences in the perceived service quality of Jordan’s Islamic and conventional banking customers. The findings can contribute to future research on BSQ, and guide Jordan’s banking management towards more effective marketing and service provision.
Managing integration in infrastructure alliance projects
Authors: Hietajärvi Anna-Maija , Aaltonen Kirsi , Haapasalo Harri 
Published: February 2017

PurposeThe effective management of inter-organizational integration is central to complex projects. Such projects pose significant challenges for integration, as organizations struggle with constantly changing inter-organizational interdependencies and must develop and adapt integration mechanisms to meet new demands. The purpose of this paper is to understand what kinds of integration mechanisms are used and how they are developed and adjusted during the infrastructure alliance projects.Design/methodology/approachThis study provides empirical evidence of integration dynamics in project alliancing by analyzing two infrastructure alliance projects – a complex tunnel construction project and a railway renovation project. The research approach is an inductive case study.FindingsThis paper identifies integration mechanisms adopted in two case projects and three central triggers that led to changes in the integration mechanisms: project lifecycle phase, unexpected events and project team’s learning during the project.Practical implicationsIntegration capability should be a precondition for alliance project organizations and requires the adoption of a wide range of integration mechanisms, as well as an ability to adjust those mechanisms in response to everyday dynamics and emergent situations.Originality/valueAlthough unplanned contingencies and the responses to them represent important influences in organizations, there is limited amount of research on the dynamics of integration. The findings will be of value in supporting the management of inter-organizational integration in complex, uncertain and time-critical construction projects.
Constraints related to developing small-scale PPPs and how to reduce them
Authors: Thierie Wouter , De Moor Lieven 
Published: February 2017

Purpose
The purpose of this paper is to better understand the constraints related to developing small-scale public-private partnerships (PPPs) and how to reduce them.

Design/methodology/approach
The paper provides a general review of the characteristics of small-scale PPPs and identifies overarching concerns.

Findings
The paper finds for small-scale PPPs constraints with respect to the definition, government processes and procedures, transaction costs, public capacity and institutional structure; important issues of transaction costs, minimum size requirement and increasing popularity and recommendations for further development.

Practical implications
Since most small PPPs are conducted by cities and regional governments, many local bodies would benefit from a better understanding of small-scale projects, helping to develop standard documentation, which is especially relevant for small-scale projects given their relatively large transaction and bid costs, supporting the long-term growth of small PPPs.

Originality/value
Small-scale PPPs have different characteristics compared with large projects and these characteristics should be studied separately. Although the benefits of small-scale projects are undeniable, relatively few have been undertaken relative to the substantial requirement. A more thorough understanding of the constraints related to developing small-scale PPPs and how to reduce them would help the subset of small projects to reach its full potential. This paper serves as a first step, clearing the ground for further research in specific areas.
The reality of adherence to best practices for information system initiatives
Authors: Marnewick Carl 
Published: February 2017

Purpose
Standards are written by practitioners for practitioners. It is therefore logical that project managers should comply with project management standards. Benefits management is a domain within programme management. The focus of benefits management is to deliver benefits of initiatives beyond the closure of a normal programme or project. This is not the case with projects within the information systems (IS) discipline, implying that IS programme and project managers are not adhering to standards. The purpose of this paper is to determine whether the best practices associated with benefits management are applied to IS initiatives in order to maximise the benefits of these initiatives.

Design/methodology/approach
Senior and middle managers in South African organisations were interviewed to determine how benefits are managed within their various projects. The purpose of the interviews was to determine adherence to standards and especially benefits management and, second, to determine whether these organisations are achieving any benefits and ultimately value.

Findings
There is an overwhelming non-adherence to benefits management best practices within the IS discipline, and IS programme and project managers do not have the slightest idea how to perform benefits management. Irrespective of this, organisations do believe that they are receiving benefits and value from these IS projects.

Research limitations/implications
The research was only done in South Africa with the specific focus of IS. The results are thus very specific and opens the door for more comprehensive research that focusses on various industries, countries and standards.

Practical implications
The results have several implications ranging from how standards are written to the professionalism of IS programmes and project managers. Organisations are not achieving the optimal benefits from investments. The fact that organisations do realise benefits from a broken process, implies that more benefits can be realised when the entire benefits realisation process is followed. Governance controls should also be put in place to ensure that programme and project managers are adhering to standards.

Originality/value
Standards are dominating the project management discipline and there is a general assumption that programme and project managers are adhering these standards. This research queries the value of standards as the results indicate that there is limited adherence to standards and best practices.
Comparative performance of PPPs and traditional procurement projects in Indonesia
Authors: Atmo Gigih Udi , Duffield Colin , Zhang Lihai , Wilson David Ian 
Published: February 2017

Purpose
The purpose of this paper is to investigate the outcomes of Indonesian power projects as representative projects of Asian emerging economies that were procured via public-private partnerships (PPPs) and traditional public sector procurement. Power generation infrastructure delivery in emerging economies frequently seeks private participation via PPPs as one of the key mechanisms to attract private finance. Undertaking a comparative benchmark study of the outcomes of Indonesian power projects provides an opportunity to explore the historic evidence as to whether PPPs deliver better outcomes than traditional public procurement in emerging economies.

Design/methodology/approach
This paper reports on a study of the performance of 56 Indonesian power projects procured via either PPPs or traditional procurement. First, it focusses on project time and cost outcomes of power plant facility during construction and commissioning and then extends this comparison to consider the operating availability of power plants during their first two years of operation.

Findings
The results indicate that PPP projects had superior time and operating availability to those procured traditionally whereas no significant differences were identified in the cost performance between PPPs and traditionally procured projects. These findings highlight the importance of adopting policies that are supported by broader sources of international financiers and high quality power plant developers.

Research limitations/implications
The quality performance analyses of projects (based on equivalent available factor indices) were limited to the power plants in the Java-Bali region where the majority of projects are large scale power plants.

Practical implications
This study provides an empirical basis for governments of emerging economies to select the most beneficial procurement strategy for power plant projects. It highlights the importance of selecting experienced providers and to adopt policies that attract high quality international project financiers and power plant developers. This includes the need to ensure the commercial viability of projects and to seriously consider the use of cleaner power technologies.

Originality/value
This study is the first to compare the outcomes of power projects in Asian emerging economies delivered via PPPs against those delivered by traditional public procurement that includes consideration of the quality of the delivered product.
The effect of different higher education fee policies on education
Authors: von Alberti-Alhtaybat Larissa , Abdelrahman Njlaa , Al-Htaybat Khaldoon 
Published: February 2017

PurposeHigher education (HE) sectors form an important part of societies and their economy, on which the members of a society depend for their individual and collective future benefit. The purpose of this paper is to discuss the perceptions of accounting academics on the introduction of HE tuition fees in both England and Germany, and how this policy has affected the everyday life of academics and students alike in each country. The respective funding and reform approach sets the context of this study.Design/methodology/approachThe study has adopted a qualitative methodology, analysing data collected through semi-structured interviews. Accounting academics discuss their perceptions of both policies in the respective context. Academics were focussed on as implementers of educational policies. Accounting academics were chosen due to their academic and professional background, changing academic position in the global market and their representative stance in the academic context. The data analysis took place through coding interview data.FindingsWhile England’s fees have been increased several times over the past 15 years, few German federal states have introduced, and have already abolished the policy. Reasons as to why the outcomes are so radically different are discussed based on interviews with accounting academics, and the implications for future practice are that to be successful political support must be sustained regardless of the changing governments, and the HE sector itself must have strong champions supporting this policy. Furthermore, the effect of the respective tuition fee policy with regard to education is addressed, which suggests that English students have a broader education package expectation, while with regard to actual classroom education both German and English students have similar outlooks. A further issue is the different political and education contexts, the current state of affairs and the societal impact.Originality/valueThis study is one of the few to compare directly the differing tuition fee policies and the educational implications of these policies of Germany and England. These two cases are an illustration that Germany and England are at the opposite ends of the reform spectrum and that academics experience different expectations due to such different fee policies.
Family role overload’s relationship with stress and satisfaction
Authors: Park Rhokeun , Jang Soo Jung 
Published: February 2017

PurposeThe purpose of this paper is twofold: first, to examine the mediating role of stress in the relationship between family role overload and job satisfaction; and second, to investigate the moderating roles of self-efficacy and job involvement in the association between family role overload and stress.Design/methodology/approachThe proposed hypotheses were tested using a moderated mediation model with a data set collected from a large insurance company in Seoul, South Korea, in 2012.FindingsThe findings indicate that stress mediates the relationship between family role overload and job satisfaction. The results also confirmed that family role overload is more strongly related to stress for employees with high self-efficacy and job involvement than for those with low self-efficacy and job involvement.Research limitations/implicationsSince the survey was conducted only in an insurance company, it is difficult to generalize the results of this study. However, the findings from this study provide insights into how family role overload is transferred to dissatisfaction in the workplace, and which types of employees experience a greater level of stress from family role overload.Practical implicationsThe findings suggest that managers should identify which employees have strong self-efficacy and job involvement, and provide them with more measures to reduce stress.Originality/valueWhile previous studies have focused on the relationship between work role overload and stress, the present study provides evidence of the relationship between family role overload and stress. In addition, some previous studies have researched the interactions between job stressors and personal characteristics, but the present study elucidates the interactions between family stressors and personal characteristics.
Contributions of mindfulness during post-merger integration
Authors: Charoensukmongkol Peerayuth 
Published: February 2017

Purpose
The purpose of this paper is to investigate the role of mindfulness as a personal characteristic that might be associated with lower resistance to change during post-merger integration.

Design/methodology/approach
The sample consists of full-time employees at a subsidiary of a Japanese multinational bank in Bangkok, Thailand, that acquired a local financial institution (n=141). Data collection was initiated one month after the first date that the two banks officially merged. A self-administered questionnaire was prepared for data collection. Partial least squares regression was used to analyze the data.

Findings
The negative association between mindfulness and resistance to organizational change was indirectly explained by the degree of optimism and general self-efficacy associated with mindfulness.

Research limitations/implications
First, the data were obtained through cross-sectional data collection. Second, the data were collected data from a single organization. Third, using the self-reported questionnaire survey to obtain the data can cause subjective bias in the measures. Lastly, the analysis did not incorporate organizational factors or management policies that might affect resistance to organizational change as control variables to capture their influence.

Practical implications
Mindfulness training may be considered as an intervention to help prepare employees for the organizational change during post-merger integration.

Originality/value
The results provide theoretical insights into the mechanism by which mindfulness contributes to the changed attitudes of employees during organizational change.
The potential of management accounting and control in global operations
Authors: Lindholm Anni , Laine Teemu Juhani , Suomala Petri 
Published: February 2017

Purpose
The purpose of this paper is to identify the financial potential of new service businesses in the context of a global machinery manufacturer. The objective is to examine the supportive role of management accounting (MA) and control in service business development, which has not been empirically examined previously.

Design/methodology/approach
The paper takes advantage of an interventionist case study at a global machinery manufacturer and is empirically based on a comprehensive examination of the service business potential in the selected product category in different market areas. The researchers were actively involved in the accounting development activities underlying this paper.

Findings
The results suggest that the development of a global service business is necessary to build on market area characteristics. An analysis should combine financial information and equipment fleet information across product lines and organizational units.

Research limitations/implications
MA and control practices tend to require significant development to actually support the process of identifying and capturing the service business potentials. As the findings are limited to one case environment, further studies should address the longitudinal evolution of MA and control, and the choice and utilization of different performance measures, in similar contexts.

Practical implications
The paper provides managerial insights on how to utilize MA information and proposes ideas for performance indicators.

Originality/value
The process examined in this paper responds to the need for tools and techniques supporting service business development. MA and control could provide a comprehensive understanding of the dynamics of service business profitability potential and support in identifying and prioritizing the possible avenues of realizing such potential.