bluuebunny/crossref_metadata_2025_split huggingface dataset:
An analysis of business’ acceptance of internet banking: an integration of e-trust to the TAM
Authors: Ben Mansour Kaouther 
Published: October 2016

Purpose
The purpose of this research is to provide insights into the determinants of businesses’ internet banking acceptance. It attempts to address a research need for extending the technology acceptance model (TAM) by adding contextual variables. As trust has never failed to be a significant predictor in e-commerce research, this study proposes to integrate trust into the TAM to get a better understanding of business e-banking adoption.

Design/methodology/approach
A research model reflecting the effect of e-trust dimensions on TAM constructs is proposed. Based on relevant literature, a questionnaire was designed and administrated to 102 business managers through a Web survey. A structural modelling analysis was applied.

Findings
The results confirm the dimensions and relations of the TAM. Moreover, two main trust dimensions – integrity and credibility – positively influence perceived usefulness and exert both a direct and an indirect positive effect on attitude towards business’ internet banking adoption and behavioural intention.

Practical implications
The managerial implications of the study are that Tunisian banks should consider influencing internet banking behaviour not only by developing ease of use and usefulness beliefs, but also by promoting professional credibility and integrity. They should, also, try to attract business users by focusing on and communicating the integrity and the credibility of the bank and highlight the ways in which these concerns have been ensured.

Originality/value
This study supplies the valuable integration of trust to the TAM. It reveals that extended TAM could be used to provide a solid theoretical foundation of business’ acceptance of internet banking. In this study, trust construct is measured through a multidimensional scale including four dimensions (benevolence, credibility, integrity and orientation to resolve problems). Moreover, this study focused on an emergent country, Tunisia, whereas most studies in the literature concentrate on research cases of developed countries.
Using response to intervention/multi-tiered systems of supports to promote social justice in schools
Authors: Avant Deneca Winfrey 
Published: October 2016

Purpose
The purpose of this study was to explore the use of response to intervention/multi-tiered systems of supports (RtI/MTSS) in promoting social justice in schools.

Design/methodology/approach
This study used survey research, using a 32-item questionnaire, and presented results of approximately 200 school social workers (SSWs).

Findings
Findings suggest that RtI/MTSS encourages a sense of fairness for students by providing a greater understanding of culturally diverse approaches although some room for improvement does exist.

Practical implications
Implications for addressing educational interventions with explicit cultural responsiveness are discussed.

Originality/value
As more diverse students are entering the school system, different backgrounds and learning styles must be taken into consideration. Unfortunately, many schools today continue a legacy of deficit thinking and marginalization (Shields et al., 2005). An expansion of school programs and services are needed to better serve changing student demographics. SSWs lead the way in this paradigm shift by intervening in the educational process at multiple levels. In fact, social workers’ commitment to change is evident from how they promote social and economic equality among people who are marginalized and excluded from social and economic processes.
Urban icons and city branding development
Authors: Castillo-Villar Fernando Rey 
Published: October 2016

PurposeThe purpose of this paper is to understand how future urban icons can effectively contribute to the development of an authentic city brand linked to local identity. Urban icons have been one of the main tools of city branding to promote a unique and distinctive image of the city. However, the rising of the globalization reflects a series of strong dilemmas regarding the contemporary urban icons because these have been reproduced in a standardized way around the world without any connection to the local context.Design/methodology/approachThis exploratory study consisted of 30 in-depth interviews with visual aids of urban icons conducted with local residents of the city of Monterrey, Mexico.FindingsThe results demonstrate that the acceptance of a contemporary urban icon by local residents depends on their relationship with the most representative aspects of the local identity and their ability to generate positive experiences. The outcomes of the research suggest that future urban icons should favor the local identity and the free coexistence between local residents over the attractive visual design and the private space.Originality/valueThe article discusses the dynamics between urban icons and the city brand from a new theoretical approach supported by empirical evidence. The novelty of this approach consists of the vision of the urban icon as an element capable of linking the city brand with the values and ideals of local residents.
Shopping districts and centres, markets, neighbourhoods, public squares, and urban gardens
Authors: Kalandides Ares , Millington Steve , Parker Cathy , Quin Simon 
Published: October 2016

Purpose
This paper aims to reflect upon a recent study trip to Berlin to offer some conclusions about similarities and differences in approaches to place management.

Design/methodology/approach
The authors start with a short overview of the visits made to City West (a shopping district), Bikini Berlin (a shopping centre), Visit Berlin (a destination management organisation), Leopoldplatz (a public square), Brunnenstrasse and Bayerischer Platz Quartier (both neighbourhoods), Markthalle IX (a covered market) and Prinzessinnengarten (an urban garden) before identifying some key lessons learnt.

Findings
The eight visits made as part of the study trip offered a brief but diverse insight into how different areas and functions of the city were managed, maintained, developed and promoted. Key lessons learnt and identified in the paper are as follows. Place management, as a practice, consists of people with passion working in partnership within the context of a place “patch”. Place management is practiced somewhere, and that somewhere has its own political, legal, economic, technological and social environment. People learn more about places in places. Place management is more akin to gardening than architecture.

Research limitations/implications
The conclusions drawn in this paper are based, predominantly, upon the observations of the study trip facilitators, along with some comments and feedback from the delegates.

Practical implications
Place managers can and should learn from each other. Other places and people can be a source of inspiration – not necessarily providing a readily transferable solution (as the legal or political environments may not be conducive to carbon-copy interventions) – but offering alternative perspectives and approaches which can then be contextualised and adapted locally.

Social implications
Enlarging the pool of information and evidence from which practitioners can draw from when solving place problems can ultimately lead to places that are more successful, liveable and equitable.

Originality/value
Many place managers are volunteers or may not have access to a professional development budget. The authors hope that this paper can help to share the reflections of one study tour with a much wider audience.
Co-production of service experiences: insights from the cultural sector
Authors: Minkiewicz Joanna , Bridson Kerrie , Evans Jody 
Published: October 2016

Purpose
The increased involvement of customers in their experience is a reality for all service organisations. The purpose of this paper is to explore the way organisations collaborate with customers to facilitate consumption of cultural experiences through the lens of co-production. Although organisations are typically an integral part of the co-production process, co-production is typically considered from a consumer angle. Aligned with the service ecosystem perspective and value-in-cultural context, this research aims to provide greater insight into the processes and resources that institutions apply to co-produce experiences with consumers and the drivers and inhibitors of such processes.

Design/methodology/approach
Case study research with three exemplar organisations, using in-depth interviews with key informants was used to investigate the processes organisations follow in co-producing the service experience with customers, as well as the drivers and inhibitors of organisational co-production of the service experience in the cultural sector.

Findings
The findings illuminate that cultural organisations are co-producing the service experience with their customers, as revealed through a number of key processes: inviting customers to actively participate in the experience, engaging customers and supporting customers in the co-production of the experience. Increasingly demanding consumers and a changing competitive landscape are strong external drivers of co-production. Visionary leadership and consumer-focussed employees are internal factors impelling organisations to co-produce experiences with consumers. A strong curatorial orientation, complex organisational structure, employee attitude and capability gaps and funding constraints are impediments towards organisations co-producing experiences with consumers.

Originality/value
This paper addresses a gap in Service-Dominant logic theory, arts/cultural marketing and broader services marketing literature by proposing a broadened conceptualisation of co-production of the service experience. This conceptualisation can be used as a platform to derive strategic imperatives for managers of service organisations. The findings highlight the key practices and resources that are central to organisations co-producing experience with customers. In this way, greater understanding of institutional logics and practices that underpin experience co-production emerges.
Toward service recovery strategies: the role of consumer-organization relationship norms
Authors: Hur JungYun (Christine) , Jang SooCheong (Shawn) 
Published: October 2016

Purpose
Given the increasing importance of relationship management in service recovery encounters, this study aims to investigate the role of consumer–organization relationship norms (communal versus exchange) in connection with the service recovery process.

Design/methodology/approach
Based on a thorough review of the previous literature, the model was developed. Using a scenario-based survey method, a total of 204 usable responses were obtained via self-administered questionnaires in the USA. Anderson and Gerbing’s two-step approach was used to assess the measurement and structural models.

Findings
The findings indicate that consumers’ recovery processes are influenced by relationship norms. For consumers in the communal relationship, perceived social recovery had a greater influence on satisfaction with the service recovery. Consumers in the exchange relationship reacted more sensitively to perceived economic recovery in terms of satisfaction with the service recovery.

Research limitations/implications
The focus of this study is restaurant consumers’ responses to service recovery in the context of an established relationship. Therefore, the results may not be generalizable for other consumers and segments.

Practical implications
The findings have important implications for increasing the understanding of consumer behavior in established relationships and suggesting effective recovery strategies.

Originality/value
This study investigates the effect of different relationship norms that could explain varying consumer responses to service recovery within a high-quality relationship. It also provides directions for improving consumers’ satisfaction with service recovery. This differs from previous studies that mainly focused on relationship quality.
Editorial: the changing nature of data
Authors: Baron Steve , Russell-Bennett Rebekah 
Published: October 2016

Purpose
The purpose of this paper it to highlight the challenges of managing and handling data for services marketers that have been brought about by the contemporary environment and emerging schools of thought.

Design/methodology/approach
A comparison is made between conventional data collection and statistical analysis, and the need to glean information from large, pre-existing data sets for future contributions to service research.

Findings
For service marketers to tackle real world, large problem areas, there will be a need to develop methods of dealing with data which pre-exist in many forms, as well as data that are collected via well-established procedures.

Originality/value
The study should be an encouragement for services marketing researchers to develop innovative methods of data handling which recognize a world of burgeoning data sources and types.
Thai immigrants’ information seeking behaviour and perception of the public library’s role during the settlement process
Authors: Sirikul Pornpimol , Dorner Dan 
Published: October 2016

Purpose
The purpose of this paper is to investigate how Thai immigrants who relocated to Auckland, New Zealand, looked for and found the information they needed during their settlement process.

Design/methodology/approach
The study used a qualitative methodology through semi-structured interviews with open-ended questions that were conducted with nine Thai immigrants living in the greater Auckland region. Mwarigha’s three stages of settlement and Dervin’s Sense-Making Methodology were used as theoretical frameworks for understanding the information-seeking behaviour of the Thai immigrants and their information needs and associated barriers to accessing information at different stages of the settlement process.

Findings
The information needs of Thai immigrants in Auckland were diverse based on the stage of each participant’s settlement process. The main information needs of the participants were for employment, English language-learning, housing, health and making connections. Their main information sources during settlement were family, friends and the internet. The participants saw Auckland Libraries as a useful source but did not take full benefit of the library’s services. The main barriers in accessing services were English language incompetence, lack of resources available in the Thai language, lack of time and library staff behaviour.

Research limitations/implications
The results of this study will provide library and information professionals with new insights into Thai immigrants’ information-seeking behaviour and their information needs, which may contribute to providing immigrants with the information tools they need to improve the quality of their lives in New Zealand. As this study is limited to Thai immigrants in Auckland only, there is a need to conduct a study on the information needs and seeking behaviour of Thai immigrants in other locales. It may be of interest to researchers to conduct a quantitative study of a larger sample to further generalise the findings.

Originality/value
There is minimal research that specifically investigates the information needs, sources and barriers to information experienced by immigrants throughout the settlement process. This study is unique in that it focuses on a specific ethnic community of Thais. The findings of this study can be a stepping stone towards further research to gain a deeper understanding of Thai and other immigrants’ information needs, sources, barriers and their perceptions towards public libraries.
Readers’ histories as a way of studying and understanding multicultural library communities
Authors: Dali Keren 
Published: October 2016

Purpose
Personal readers’ histories have long had a respected place in reading research. They add a human, personalized dimension to the studies of reading practices, often reported through aggregate findings and generalized conclusions. Moreover, they introduce a private context of readers’ lives, which complements other reading contexts (e.g. historical, socio-economic and cultural) required for an understanding of reading behaviours. The purpose of this paper, based on a selected data set from a larger reading study, is to introduce a gallery of portraits of immigrant readers with the aim to facilitate the library practice with immigrant communities.

Design/methodology/approach
Qualitative face-to-face intensive interviews with immigrant readers.

Findings
The knowledge of reading contexts and the opportunity to see readers as individuals rather than anonymous statistics are crucial for librarians who come in contact with multicultural populations. Personal histories can also serve as a step in building interpersonal relationships between librarians and community members.

Originality/value
The value of the study is in introducing a methodological approach which, through collecting and writing reading histories, allows librarians to gain insight into the cultural practices of multicultural communities and to adjust their work accordingly. This approach can also be used as a prototype for researching other community groups.
Institutional resource centres and design education
Authors: Jha Banhi 
Published: October 2016

Purpose
The physical environment of education is not contained within the classroom but extends to the library and archival resource centres in higher education institutes of design. The institutional resource centre (RC) includes textual and material repository sections which support institutional objectives by creating space and opportunity for interface between the learner and theoretical–practical aspects of the curriculum. This purpose of this paper is to highlight the role of the RC where the viewing of exhibits enhances the pedagogy of design education.

Design/methodology/approach
This paper uses the participant observation method to construct a case study of the experiential learning process in an institutional setting. It analyses how students make use of specialized design-related resources in libraries and adapt their approach to learn with, from and about objects as cultural artefacts.

Findings
The institutional resource centre provides opportunities for haptic experiences in design education that may be unavailable within the classroom. Design students make their own connections between the objects and the embedded lifeworld of the creator-artisan to create personalized meaning. The resultant combination of cognition and emotional responses to the exhibits stimulates diverse learning trajectories.

Originality/value
The collections of displayed design objects in the institutional RC enable students to appreciate cultural history by developing the understanding of fashion, textile and handcrafting traditions in India, thus stimulating cognitive and sensory learning. This is a manifestation of constructivism with the potential for diverse learning trajectories for design students. Thus it acts as an adjunct to classroom teaching-learning by facilitating a multi-faceted and holistic learning experience driven by a spirit of enquiry that supplements and supports pedagogic practices, enabling and encouraging self-learning.
Personalizing Nursing Home Compare and the Discharge from Hospitals to Nursing Homes
Authors: Mukamel Dana B. , Amin Alpesh , Weimer David L. , Ladd Heather , Sharit Joseph , Schwarzkopf Ran , Sorkin Dara H. 
Published: October 2016

ObjectiveTo test whether use of a personalized report card, Nursing Home Compare Plus (NHCPlus), embedded in a reengineered discharge process, can lead to better outcomes than the usual discharge process from hospitals to nursing homes.Data Sources/SettingPrimary data collected in the Departments of Medicine and Surgery at a University Medical Center between March 2014 and August 2015.Study DesignA randomized controlled trial in which patients in the intervention group were given NHCPlus. Participants included 225 patients or their family members/surrogates.Data CollectionKey strokes of NHCPlus users were recorded to obtain information about usage. Users were surveyed about usability and satisfaction with NHCPlus. All participants were surveyed at discharge from the hospital. Survey data were merged with medical records.Principal FindingsAbout 85 percent of users indicated satisfaction with NHCPlus. Compared to controls, intervention patients were more satisfied with the choice process (by 40 percent of the standard deviation p < .01), more likely to go to higher ranked five‐star nursing homes (OR = 1.8, p < .05), traveled to further nursing homes (IRR = 1.27, p < .10), and had shorter hospital stays (IRR = 0.84, p < .05).ConclusionsPersonalizing report cards and reengineering the discharge process may improve quality and may lower costs compared to the usual discharge process.
Patients as Partners in Learning from Unexpected Events
Authors: Etchegaray Jason M. , Ottosen Madelene J. , Aigbe Aitebureme , Sedlock Emily , Sage William M. , Bell Sigall K. , Gallagher Thomas H. , Thomas Eric J. 
Published: October 2016

ImportancePatient safety experts believe that patients/family members should be involved in adverse event review. However, it is unclear how aware patients/family members are about the causes of adverse events they experienced.ObjectiveTo determine whether patients/family members interviewed could identify at least one contributing factor for the event they experienced. Secondary objectives included understanding the way patients/family members became aware of adverse events, the types of contributing factors patients/family members identified for different types of adverse events, and recommendations provided by patients/family members to address the contributing factors.DesignWe interviewed patients/family members using semistructured interviews to understand their perceptions about why these adverse events occurred. The adverse events occurred between 1991 and 2014.SettingParticipants described adverse events that occurred in various types of health care organizations (i.e., hospitals, ambulatory facilities/clinics, and dental clinics).ParticipantsWe interviewed 72 patients and family members who each described a unique adverse event. Eligibility requirements were that patients/family members spoke English or Spanish and were aware of an adverse event that happened to them or a loved one.Intervention(s) for Clinical Trials or Exposure(s) for Observational StudiesN/A.Main Outcome(s) and Measure(s)The main outcome was determining whether patients/family members could identify at least one contributing factor they perceived as related to the adverse event they described.ResultsEach participant identified at least one contributing factor and on average identified 3.67 contributing factors for their event. The most frequently mentioned contributing factors were Staff Qualifications/Knowledge (79 percent), Safety Policies/Procedures (74 percent), and Communication (64 percent). Participants knew about the contributing factors from personal observation only (32 percent), personal reasoning (11 percent), personal research (7 percent), record review (either their own medical records or reports they received in their own investigation; 6 percent), and being told by a physician (5 percent). Finally, patients/family members were able to provide recommendations that address each of the nine contributing factors we examined.Conclusions and RelevancePatients/family members identified contributing factors related to their adverse event. Given that these contributing factors might not be known to health care organizations because most participants stated that they were not involved in the analysis process, opportunities for organizational learning from patients are potentially being missed. Health care organizations should interview patients/family about the event that harmed them to help ensure a full understanding of the causes of the event.