bluuebunny/crossref_metadata_2025_split huggingface dataset:
Do customers care about types of hotel service recovery efforts?
Authors: Jeong Miyoung , Lee Seonjeong Ally 
Published: May 2017

Purpose
Focusing on hotel managers’ service recovery efforts to service failures, this study aims to explore effects of different types of service recovery strategies on customers’ trust, satisfaction and behavioral intentions in the context of consumer-generated media.

Design/methodology/approach
This study conducted a 2 × 2 × 2 between-subjects experimental design to examine effects of hotels’ sincere apology, compensation and existing relationship with customers on customers’ subsequent psychological behavior. An online self-administered survey was used to recruit participants who posted their experiences with a hotel on consumer-generated review sites.

Findings
Results of this study identified that when managers incorporated authenticity and compensation components, customers were more likely to show a higher level of trust, satisfaction and behavioral intentions.

Research limitations/implications
Derived from the justice theory and the relationship investment theory, this study identified the main effects of three treatments and their interaction effects on customers’ subsequent behaviors.

Practical implications
Results of this study suggested that service recovery communication processes, in particular, authenticity and compensation, be an integral part of the service recovery strategies in the social media context.

Originality/value
This paper investigated the importance of hotel managers’ service recovery communication strategies in the social media context.
Effects of relationship types on customers’ parasocial interactions
Authors: Lee Seonjeong Ally , Lee Minwoo 
Published: May 2017

Purpose
The purpose of this study is to investigate different types of customer relationships on customers’ interaction with the brand, based on prior social media and relationship marketing research.

Design/methodology/approach
A cross-sectional, self-administered online survey was conducted to investigate the role of different types of relationships on customers’ brand-relevant responses in the context of hotel social media platforms.

Findings
Results identified customers’ relationships with services and brands, and how other customers influenced their parasocial interactions (PSIs). Customers’ PSIs then positively influenced their self-brand connection and their brand usage intention.

Originality/value
This study was the first attempt to propose a conceptual framework to explain different types of customer relationships on customers’ interactions with the brand in the context of hotel social media platforms.
Mindful Attention Awareness Scale (MAAS): factorial validity and psychometric properties in a sample of medical students in Malaysia
Authors: Phang Cheng-Kar , Mukhtar Firdaus , Ibrahim Normala , Mohd. Sidik Sherina 
Published: May 2017

Purpose
The principles of mindfulness have been increasingly applied in medical education for stress reduction. One of the most often used measures for mindfulness research is the Mindful Attention Awareness Scale (MAAS). The purpose of this paper is to determine the factor structure, and investigate its reliability and validity in a sample of multi-ethnic medical students in Malaysia.

Design/methodology/approach
In total, 590 medical students were involved in the study. After minor modification of the MAAS, a test battery including sociodemographic information, the MAAS, Subjective Happiness Scale (SHS), Satisfaction with Life Scale (SWLS), Five-facet Mindfulness Questionnaire (FFMQ), Depression, Anxiety and Stress Scale (DASS), and Perceived Stress Scale (PSS) was administered to the participants.

Findings
Exploratory and confirmatory factor analyses supported a one-dimensional factor structure of the MAAS. Cronbach’s α coefficient of the scale was 0.92 and in a sub-sample (n=118), it showed satisfactory temporal stability in two weeks period. There were significant positive correlations with SHS, SWLS, and four subscales of FFMQ scores (convergent validity); and negative correlations (discriminant validity) with the DASS and PSS scores (p<0.05). In another sub-sample (n=52) who participated in a four-week mindfulness-based intervention, the scale showed significant change in scores (p=0.002).

Originality/value
The study provided preliminary results supporting the use of the MAAS as a valid, reliable and stable factor structure of mindfulness measure among medical students in Malaysia.
Open dialogue: offering possibilities for dialogical practices in mental health and psychiatric nursing
Authors: Piippo Jukka , MacGabhann Liam 
Published: May 2017

Purpose
The purpose of this paper is to stimulate discussion within mental health and psychiatric nursing as to how the open dialogue approach can contribute to their work. The paper is mainly theoretical, though relates to practical examples of open dialogue in mental health care research and practice to illustrate the actual potential in practice.

Design/methodology/approach
First the authors raise issue with the narrow lens of psychiatric diagnosis and question its usefulness against a contemporary backdrop of personalised care and recovery orientated practice. Open dialogue as a way of being and as a process are explored as they relate to people interaction and contribute to therapeutic interaction, organisational and community development. The authors reflect on how open dialogue can be and is practiced in different ways and at different levels.

Findings
The authors consider open dialogue as a suitable approach for working with people who have mental health and/or psychiatric problems. The approach is also recommended for working in larger circumstances as families and social network, on organisational and community levels in different ways. Open dialogue should be considered not as a method or technique but as a process of interaction which can be applied to different conditions and circumstances.

Originality/value
Within mental health discourse open dialogue is increasingly evident and filtering into the broader discussion on increasing effectiveness of mental health interventions. Perfectly suited to mental health and psychiatric nursing as a way of being with service user, this reflection on open dialogue offers further thoughts on how as a process it has already filtered into nursing practice and how as nurses we can easily accommodate it within the therapeutic approach.
The rise (and fall?) of HR analytics
Authors: van den Heuvel Sjoerd , Bondarouk Tanya 
Published: May 2017

Purpose
Driven by the rapidly accelerating pace of technology-enabled developments within human resource management (HRM), human resource (HR) analytics is infiltrating the research and business agenda. As one of the first in its field, the purpose of this paper is to explore what the future of HR analytics might look like.

Design/methodology/approach
Using a sample of 20 practitioners of HR analytics, based in 11 large Dutch organizations, the authors investigated what the application, value, structure, and system support of HR analytics might look like in 2025.

Findings
The findings suggest that, by 2025, HR analytics will have become an established discipline, will have a proven impact on business outcomes, and will have a strong influence in operational and strategic decision making. Furthermore, the development of HR analytics will be characterized by integration, with data and IT infrastructure integrated across disciplines and even across organizational boundaries. Moreover, the HR analytics function may very well be subsumed in a central analytics function – transcending individual disciplines such as marketing, finance, and HRM.

Practical implications
The results of the research imply that HR analytics, as a separate function, department, or team, may very well cease to exist, even before it reaches maturity.

Originality/value
Empirical research on HR analytics is scarce, and studies on scenarios, values, and structures of expected developments in HR analytics are non-existent. This research intends to contribute to a better understanding of the development of HR analytics, to facilitate business and HR leaders in taking informed decisions on investing in the further development of the HR analytics discipline. Such investments may lead to an enhanced HR analytics capability within organizations, and cultivate the fact-based and data-driven culture that many organizations and leaders try to pursue.
TQM implementation for the healthcare sector
Authors: Chiarini Andrea , Vagnoni Emidia 
Published: May 2017

Purpose
The purpose of this paper is to enlarge the debate on total quality management (TQM) implementation in the healthcare sector and to evaluate how and whether leadership can affect TQM implementation.

Design/methodology/approach
This paper is based on findings from a literature review of TQM and leadership. The authors analysed these findings to categorise causes of a lack of leadership in TQM programme implementations.

Findings
The authors propose three categories of causes of a lack of leadership in TQM programme implementation. The first cause is well-known: a lack of senior managers’ involvement and commitment. The second category is the “combined leadership” that occurs in large healthcare organisations; and the third category is the influence of an external “political leadership” on public healthcare.

Research limitations/implications
This paper presents researchers with three categories of causes of failure of leadership in TQM implementation that can be investigated. It also encourages reflections from practitioners concerning TQM leadership in the healthcare sector.

Practical implications
The authors request that practitioners reflect on ways to create or sustain a “monolithic” leadership, especially in large organisations, to ensure a common vision, values and attitude for unitary TQM governance.

Originality/value
In an original way, this paper analyses and proposes three categories of causes linked to a lack of TQM leadership in the healthcare sector.
Net-shape manufacturing using hybrid selective laser melting/hot isostatic pressing
Authors: Hassanin Hany , Essa Khamis , Qiu Chunlei , Abdelhafeez Ali M. , Adkins Nicholas J.E. , Attallah Moataz M. 
Published: May 2017

Purpose
The purpose of this study is to develop a manufacturing technology using hybrid selective laser melting/hot isostatic pressing (SLM/HIP) process to produce full density net-shape components more rapidly and at lower cost than processing by SLM alone.

Design/methodology/approach
Ti-6Al-4V powder was encapsulated in situ by the production of as-SLMed shell prior to the HIP process. After HIPping, the SLM shell is an integral part of the final component. Finite element (FE) modelling based on pure plasticity theory of porous metal coupled with an iterative procedure has been adopted to simulate HIPping of the encapsulated Ti-6Al-4V powder and SLMed shell. Two demonstrator parts have been modelled, designed, produced and experimentally validated. Geometrical analysis and microstructural characterisation have been carried out to demonstrate the efficiency of the process.

Findings
The FE model is in agreement with the measured data obtained and confirms that the design of the shell affects the resulting deformed parts. In addition, the scanning electron microscope (SEM) and Electron backscatter diffraction EBSD (EBSD) of the interior and exterior parts reveal a considerably different grain structure and crystallographic orientation with a good bonding between the SLMed shell and HIPped powder.

Originality/value
An approach to improve SLM productivity by combining it with HIP is developed to further innovate the advanced manufacturing field. The possibility of the hybrid SLS/HIP supported by FEA simulation as a net shape manufacturing process for fabrication of high performance parts has been demonstrated.
Effect of laser processing parameters on mechanical properties of porous tantalum fabricated by laser multi-layer micro-cladding
Authors: Chen Changjun , Li Yang , Zhang Min , Wang Xiaonan , Zhang Chao , Jing Hemin 
Published: May 2017

Purpose
Additive manufacturing (AM), a method used in the nuclear, space and racing industries, allows the creation of customized titanium alloy scaffolds with highly defined external shape and internal structure using rapid prototyping as supporting external structures within which bone tissue can grow. AM allows porous tantalum parts with mechanical properties close to that of bone tissue to be obtained.

Design/methodology/approach
In this paper, porous tantalum structures with different scan distance were fabricated by AM using laser multi-layer micro-cladding.

Findings
Porous tantalum samples were tested for resistance to compressive force and used scanning electron microscope to reveal the morphology of before and after compressive tests. Their structure and mechanical properties of these porous Ta structures with porosity in the range of 35.48 to 50 per cent were investigated. The porous tantalum structures have comparable compressive strength 56 ∼ 480 MPa, and elastic modulus 2.8 ∼ 9.0GPa, which is very close to those of human spongy bone and compact bone.

Research limitations/implications
This paper does not demonstrate the implant results.

Practical implications
It can be used as implant material for the repair bone.

Social implications
It can be used for fabrication of other porous materials.

Originality/value
This paper system researched the scan distance on how to influence the mechanical properties of fabricated porous tantalum structures.
Evaluating the deposition quality of parts produced by an open-source 3D printer
Authors: Santana Leonardo , Ahrens Carlos Henrique , da Costa Sabino Netto Aurélio , Bonin Cassiano 
Published: May 2017

Purpose
The purpose of this study is to analyze the factors affecting the deposition of parts manufactured in poly(lactic acid) with variations in print speed and extrusion temperature. Specimens were analyzed through optical microscopy, mass measurements and flexural tests. The extruder-head evaluation consisted of monitoring the feedstock material displacement on entering the system during deposition under different processing conditions.

Design/methodology/approach
To analyze the factors affecting the deposition, parts were manufactured in poly(lactic acid) with variations in print speed and extrusion temperature. Specimens were analyzed through optical microscopy, mass measurements and flexural tests. The extruder-head evaluation consisted of monitoring the feedstock material displacement on entering the system during deposition under different processing conditions.

Findings
The results showed low repeatability in the manufacturing of parts, as significant variations in the evaluated responses were found for specimens built under the same process parameters. The main cause for this effect was deposition failure, owing to filament slippage in the extruder head hobbed pulley.

Practical implications
The results found should alert users to the fact that performance tests need to be carried out on every subcomponent of the equipment before conducting experiments on printing parameters. The components of the equipment can influence the final quality of the parts obtained as much as the building parameters and this influence can be significant enough to overlap with that of the process parameters.

Originality/value
The effect of slippage on the deposition quality was quantified and the command loss in the machine control board was identified.
An experimental study to investigate the micro-stereolithography tools for micro injection molding
Authors: Gheisari Reza , Bártolo Paulo , Goddard Nicholas , Domingos Marco Andre das Neves 
Published: May 2017

Purpose
The use of microstereolithography (μSL) parts as micro-injection molding (μIM) tools greatly reduces the time and cost to product and offers unique solutions for complex design issues. However, they present challenges to designers because of their strength, thermal characteristics and shorter lifetimes as compared to other mold materials. The purpose of this study is to use SL to build rapid injection mold tools directly combining micro
features for short-run production.

Design/methodology/approach
In total, three tool inserts were produced. Two different μSL mold inserts were produced and evaluated in terms of different build approaches of micro features. One of the inserts includes micro features built horizontally, while the other one collaborates features built vertically, both having same geometrical dimensions. To evaluate the replication capability of prototype tools, two different thicknesses were set for micro features, that is, 30 and 120 μm. The mold inserts were assembled on a metallic mold frame and tested with polypropylene (PP).

Findings
It was observed that using inappropriate resin to fabricate the mold inserts can lead to inaccurate geometrical dimensions of the tool. Therefore, the material with high glass transition temperature (Tg) and low thermal conductivity is preferred. Also, the results of this research work showed that the processed material and technology play an important role both on part quality and tool life. After investigating the tool failure mechanisms during the injection, it was observed that tool failure occurred mainly because of excessive flexural stresses and ejection forces during the cavity filling and part ejection phases, respectively.

Originality/value
The paper describes the capability of μSL mold inserts for the production of small batches of micro-cantilevers which are used in MEMS relays.
The effect of TQM intention to implement on work performance in Oman’s Ministry of Justice
Authors: Mohammed Moosa , Ahmed Elsadig Musa , Anantharaman R.N. 
Published: May 2017

Purpose
This study illustrates the intention to implement total quality management (TQM) applications in Oman’s Ministry of Justice (MOJ). The purpose of this paper is to examine the effect of TQM implementation on the MOJ’s work performance (WP).

Design/methodology/approach
The study modified the TQM efficiency model by including new variables that had been ignored by previous studies. As a result, 320 questionnaires have been collected, and the study employed partial least squares for primary data analysis to test the research model.

Findings
Customer focused performance is an important factor that has a direct relationship with WP. However, the findings guide the explanation that there are other factors of TQM that have a direct effect on WP, and this research is directed at future research to select more profound factors of TQM.

Research limitations/implications
The main limitations of this study is that the analysis of the main study was based on the intention to implement TQM to replace the current management system’s practice at Oman’s MOJ.

Originality/value
This study is considered to be one of the significant studies related to the effect of testing intention to implement TQM on WP of Oman’s MOJ.
Impact of CSR on consumer behavior of Bahraini women in the cosmetics industry
Authors: Shabib Fatema , Ganguli Subhadra 
Published: May 2017

Purpose
The purpose of this paper is to investigate the impact of corporate social responsibility (CSR) awareness on the attitudes of Bahraini women consumers in the age group of 18-55 and their buying behavior toward cosmetics products.

Design/methodology/approach
Quantitative method is used for focusing on Bahraini women consumers aged between 18-55 years. Primary data comprising consumer’s buying behavior and attitudes were collected through an online questionnaire and analyzed using software like SPSS and Microsoft Office Excel.

Findings
The empirical findings revealed that Bahraini women are not aware of CSR. This lack of awareness leads to the exclusion of CSR as a factor in their purchase decisions. However, the awareness of CSR can become a reason for avoiding purchase of specific cosmetics when the consumer discovers that the producer has been involved in socially irresponsible business practices. Moreover, Bahraini women do not seek CSR-related information voluntarily from the cosmetics industry.

Research limitations/implications
This research paper is subject to sample size limitations; it focuses on women of a specific age group using cosmetics and is limited to the Kingdom of Bahrain. Survey method was used as the only primary data collection method.

Practical implications
This research provides a clear picture of how consumers behave in the absence of any or very little awareness of CSR. It can benefit cosmetics companies, both existing and new, for adopting future long-term marketing strategies to create public awareness of CSR.

Social implications
This research highlights the importance of raising awareness of CSR in the Kingdom of Bahrain and the possible implications of such activities on consumers’ purchases of cosmetics products.

Originality/value
This paper contributes significantly toward information regarding Bahraini consumers’ lack of awareness of CSR and sheds light on consumers’ behavior toward cosmetics products in the Kingdom of Bahrain.
Effectiveness of Vestibular Rehabilitation Therapy for Treatment of Concussed Adolescents With Persistent Symptoms of Dizziness and Imbalance
Authors: Park Kyoungyoun , Ksiazek Thomas , Olson Bernadette 
Published: May 2017

Context: Adolescents who suffer sport concussion typically respond to a prescription of cognitive and physical rest in the acute phases of healing; however, some adolescents do not respond to rest alone. Dizziness, unsteadiness, and imbalance are impairments, which may linger longer than 30 days, leading to a diagnosis of postconcussion syndrome (PCS). Vestibular assessment and therapy may benefit adolescents suffering from these persistent symptoms. Clinical Question: Does vestibular rehabilitation therapy (VRT) rather than continued prescription of rest (cognitive and physical) reduce recovery time and persistent symptoms of dizziness, unsteadiness, and imbalance in adolescents (12–18 y) who suffer PCS following a sports-related concussion? Summary of Key Findings: All 4 studies selected included adolescents suffering from PCS, specifically continued dizziness, unsteadiness, and imbalance. VRT was an effective intervention for this population. Adolescents presenting with this cluster of symptoms may also demonstrate verbal and visual memory loss linked to changes in the vestibular system postconcussion. Improved screening tools can help better understand vestibular system changes, identify adolescents who may benefit from VRT sooner, and decrease long-term impairments. Clinical Bottom Line: Moderate evidence supports that adolescents who suffer from persistent symptoms of dizziness, unsteadiness, and imbalance following sport concussion should be evaluated more specifically and earlier for vestibular dysfunction and can benefit from participation in individualized VRT. Early evaluation and treatment may result in a reduction of time lost from sport as well as a return to their premorbid condition. For these adolescents, VRT may be more beneficial than continued physical and cognitive rest when an adolescent’s symptoms last longer than 30 days. Strength of Recommendation: Grade B evidence exists to support that VRT is more effective than continued cognitive and physical rest in reducing persistent symptoms of dizziness, unsteadiness, and imbalance in adolescents who suffer PCS.