bluuebunny/crossref_metadata_2025_split huggingface dataset:
The GRID scale: a new tool for measuring service mixed satisfaction
Authors: Audrezet Alice , Olsen Svein Ottar , Tudoran Ana Alina 
Published: February 2016

Purpose
The purpose of this study is to evaluate a bidimensional tool to measure overall service satisfaction: the evaluative space grid (GRID scale). The GRID scale provides a common measure for both positivity and negativity through 25 grid cells. The authors propose to use the GRID scale as an integrated measure of both satisfaction and dissatisfaction to capture mixed reactions or ambivalence.

Design/methodology/approach
Within a cross-sectional between-subjects survey design, this study compares overall satisfaction with bank services as measured on the GRID scale versus a traditional semantic differential (SD) scale.

Findings
The results show that the GRID scale performs as well as the SD scale with respect to different criteria, such as reliability and discriminant, convergent, nomological and predictive validity. However, it allows to measure separately indifference and ambivalence.

Practical implications
Such a distinction assists decision-makers with recommendations on different strategies not only to create customer loyalty based on satisfaction but also to encourage them to think how to decrease the levels of dissatisfaction and ambivalence.

Originality/value
The GRID scale would address survey needs of every business suffering from average performances. This tool provides them better in-depth overall satisfaction information, especially regarding the “middle-ground” customers.
Exploring the relationships between compassion at work, the evaluative perspective of positive work-related identity, service employee creativity, and job performance
Authors: Hur Won-Moo , Moon Taewon , Rhee Seung-Yoon 
Published: February 2016

PurposeThis study examines whether compassion at work increases service employees’ job performance. More specifically, the purpose of this study is to show the mechanism through which experienced compassion in an organization affects the job performance of service employees.Design/methodology/approachThe employees from a department store in South Korea were surveyed using a self-administered instrument for data collection. Out of 550 questionnaires, a total of 309 usable questionnaires were obtained after list-wise deletion, for a 61.6 per cent response rate.FindingsThe results of this study suggest that the evaluative perspective of positive work-related identity mediates the relationship between compassion at work and service employees’ job performance. In addition, the findings of this study demonstrate that there is significant mediating effect of service employee creativity on the relationship between compassion at work and job performance. Furthermore, the relationship between compassion at work and job performance was sequentially mediated by the evaluative perspective of positive work-related identity and the creativity of service employees.Research limitations/implicationsThe common method variance in the self-reported variables imposes a need for caution in the interpretation of the findings. Future studies could avoid the problem of common method bias by, for example, using supervisor ratings of creativity and job performance. On the other hand, this study will add to the growing body of research on service marketing by highlighting the role of compassion at work to enhance service employees’ job performance.Practical implicationsThis study offers new insight for practitioners (i.e. CEOs, top management teams, employees) by suggesting that they may promote service employees’ job performance if they pay more attention to compassionate acts in service marketing.Originality/valueAs services are becoming more important and harder to sell simultaneously, this study provides a new perspective to improve service employees’ job performance by examining its link with compassion at work.
Examining customer evaluations across different self-service technologies
Authors: Robertson Nichola , McDonald Heath , Leckie Civilai , McQuilken Lisa 
Published: February 2016

Purpose
This study aims to examine the influence of different self-service technologies (SSTs) on customer satisfaction with and continued usage of SSTs. Specifically, it compares an interactive voice response (IVR) SST and an online SST from the same provider to assess how to manage these parallel SSTs.

Design/methodology/approach
A tracking study was used, beginning with a survey of n = 957 SST users to test a model pertaining to SST satisfaction across IVR and online SSTs. These SST users were then tracked over 12 months. The association between customer satisfaction with and continued usage of the SSTs was examined using behavioural data from the service provider.

Findings
While the overall model was found to be valid across both types of SSTs, perceptions of factors including ease of use, perceived control and reliability differed for IVR and online SSTs. Satisfaction with SSTs is linked with users’ continued use of SSTs, but is not a barrier to users’ adoption of newer SST forms.

Research limitations/implications
Highlighting the rapid developments in this field, a new SST was introduced by the provider to respondents during the 12-month tracking period, thus complicating the results. Further studies could include the customer purpose for using SSTs as a variable.

Practical implications
The findings offer support for organisations offering a suite of SSTs, even if they serve the same purpose. Customers evaluate SST types differently, and even satisfied SST users switch to different SSTs when they become available. Allowing customers to choose the SST that best suits them appears to be good practice.

Originality/value
This study develops a comprehensive model of customer SST satisfaction that is used to undertake a comparison of two different types of SSTs, which has been missing from prior research.
Retrospective: tracking service failures and employee recovery efforts
Authors: Hoffman K. Douglas , Kelley Scott W. , Rotalsky Holly M. 
Published: February 2016

Purpose
The purpose of this paper is to provide an evaluation of the findings first put forward in the article Tracking Service Failures and Employee Recovery Efforts with the benefit of hindsight, and to offer directions for further research and developments in the research area.

Design/methodology/approach
Research directions which emanated from the publication of the article have been examined in light of current service(s) marketing theory and practice. As a result, promising current and future strands of research have been identified.

Findings
The original study yielded the initial steps into what has become a systematic step-by-step process that outlines the development and implementation of a service recovery program that now includes failure identification; failure attribution; recovery strategy selection; recovery implementation; and tracking, monitoring and evaluating effectiveness. Subsequent research has linked organistic and mechanistic components of a recovery program to important customer and financial outcomes and the development of a service recovery audit.

Practical/implications
The original study served as a starting point for the development of a set of implications for services marketing practitioners. Specifically, as a result of the original research, a programmatic approach to service recovery was developed that includes the systematic process of failure identification; failure attribution; recovery strategy selection; (4) recovery implementation; and tracking, monitoring and evaluating effectiveness.

Originality/value
The original article was highly rated, and generated discussion and important further research. It has value as a part of the history of service(s) marketing research. The retrospective analysis by the author(s) gives a unique insight into processes and thinking associated with understanding key aspects that contribute to the historical development of service(s) marketing, and provides substantial food for thought for future research directions.
A comprehensive review of open innovation literature
Authors: Hossain Mokter , Islam K.M. Zahidul , Sayeed Mohammad Abu , Kauranen Ilkka 
Published: February 2016

Purpose– The purpose of this study is to pursue a comprehensive review of the progress of open innovation literature.Design/methodology/approach– Using a wide range of literature sources, altogether 293 articles relevant to the study’s objective were identified for statistical analysis. Moreover, contributory articles published from 2003 to June 2015 were included for content analysis.Findings– The study contributes in two ways. First, based on content analysis of the selected contributory articles, the authors shed light on the overall development of the open innovation literature and highlight the findings of significant studies. Second, the authors provide a detailed picture of the progress of open innovation literature by analyzing the comprehensive set of articles. Total yearly publication activity was calculated, and publication activity in different disciplines was addressed. The study unveils most influential articles, authors and journals that have discussed open innovation. The geographical locations of influential articles and authors are revealed. Additionally, frequently used keywords are listed.Originality/value– The authors present a new framework of open innovation research, highlight the progress of existing research and suggest avenues for future research.
Research on the key success factors of reverse innovation of the latecomer engineering and technical services enterprises
Authors: Xu Nana , Xu Yusen 
Published: February 2016

Purpose– Reverse innovation plays an important role in the innovation catch-up by latecomer enterprise. With the development of economic globalization, reverse innovation of the latecomer enterprise research has received increased attention day by day. The purpose of this paper is to reveal the key success factors and the realization mechanism of reverse innovation of the latecomer engineering and technical services enterprise.Design/methodology/approach– This paper adopts the grounded theory analysis as the research method, by analyzing the phenomenon, collating the results, mining through the systematic data and verifying the theory temporarily. Therefore, it is ideal for the research to build the theory by analyzing the phenomenon. Before the serious coding begins, the reliability of coders is first examined. Coders extract some sample as the first test sample; then, three coders code according to the description and requirements and calculate the coding results according to the formulas that the noted scholar Holsti has proposed. Then, the authors perform the coding three times that include open coding, axial coding and selective coding, and then, the key factor model of reverse innovation of the engineering and technical service enterprise is refined.Findings– The investigation reveals that technology localization, connection with the international market and industrial chain integration are the key success factors of reverse innovation of the latecomer engineering and technological service enterprise. Meanwhile, the latecomer enterprise gives full attention to local comprehensive comparative advantage to carry out technology localization during the reverse innovation. The diversified international coupling mechanism is an important support for technology localization. The engineering and technical service enterprise needs to pay attention to the service chain of the vertical integration in the process of reverse innovation.Originality/value– The paper enriches the related research of reverse innovation based on a new industry and provides management support for innovation catch-up of the latecomer enterprises that have a big technological gap when compared with the multi-national companies.
Initiating quality management in a small company
Authors: Assarlind Marcus , Gremyr Ida 
Published: February 2016

Purpose– The purpose of this paper is to identify critical aspects of quality management (QM) adoption in a small company. QM is more widely applied in large companies than in small ones. Previous research has pointed to QM ideas as sound and valid for small companies, but that many such initiatives fail because of poor implementation. With scarcity of resources and expertise, it is critical to study how QM can be initiated in small companies with often sceptical owner-managers.Design/methodology/approach– This paper is based on a single case study of a small company; data has been collected through two sets of interviews: one in late 2009 and one in mid-2012, as well as project reports and public financial data. This allows for a study of the adoption process over time.Findings– This study points to four critical areas when initiating QM work in a small company: the importance of initiation, the importance of contextualisation, QM adoption as an iterative process, and the need for external support.Originality/value– This paper highlights the importance of overcoming small business owners’ reluctance towards QM. Most research on QM initiatives in small companies has focused on the stages that follow an actual decision to begin a QM initiative. This paper shows that it is critical to carefully consider the stages leading to the decision. Further, it contributes with a case study on a small company, otherwise uncommon in QM research.
The role of value and virtues in TQM: an overview of literature
Authors: Moccia Salvatore 
Published: February 2016

Purpose– The purpose of this paper is to analyze the relation between values and virtues and the principles of Total Quality Management (TQM) and thus to propose a tentative framework of relationships.Design/methodology/approach– The paper is conceptual. It reviews some lists of values present in literature, and summarizes them in a more comprehensive list. Then the list of values is summarized in conjunction with a list of core virtues. Thus, it tries to explain the relation between them and the principles of TQM, passing through the two mediating variables passion and trust.Findings– A model of TQM based on core virtues is proposed.Research limitations/implications– The lack of empirical data that can validate the model.Practical implications– Considering the emphasis placed on virtues, the model can have some practical implications in the field of recruitment, promotion, and leadership.Originality/value– The paper attempts to link values and virtues to the principles of TQM by developing a model of interactions. A novel framework that can provide a basis for further research into the profound nature of quality management has been proposed. Furthermore, some implications that should be useful for recruiters and managers are discussed.
Heterogeneity in pathogen transmission: mechanisms and methodology
Authors: VanderWaal Kimberly L. , Ezenwa Vanessa O. 
Published: February 2016

SummaryHeterogeneity in the ability of hosts to transmit pathogens is among the most fundamental concepts in disease dynamics and has major implications for disease control strategies.The number of secondary infections produced by an infected individual is a function of three components: an individual's infectiousness, the rate at which it contacts susceptible individuals and the duration of infection. Individual‐level variation can emerge in each of these components through a combination of behavioural and physiological mechanisms.In this review, we describe mechanisms that promote variation in the number of individuals to which an individual transmits a pathogen,emphasizing insights that can be gained by understanding which components of transmission (infectiousness, contact rate, infection duration) are primarily affected. We also discuss how behavioural and physiological processes generate transmission heterogeneities across multiple scales, from individual‐level variation to heterogeneity among species.Strategies for quantifying each transmission component are presented, and we discuss why studies focusing on only one component of the infection process may be misleading.To conclude, we describe how future research focusing on variation in transmission across all three components can provide a more holistic view of heterogeneity in pathogen transmission.
Barriers and enablers to integrating maternal and child health services to antenatal care in low and middle income countries
Authors: de Jongh TE , Gurol‐Urganci I , Allen E , Jiayue Zhu N , Atun R 
Published: February 2016

Antenatal care (ANC) represents a delivery platform for a broad range of health services; however, these opportunities are insufficiently utilised. This review explores key barriers and enablers for successful integration of health s"ervices with ANC in different contexts. Data from peer‐reviewed and grey literature were organised using the SURE checklist. We identified 46 reports focusing on integration of HIV, tuberculosis, malaria, syphilis or nutrition services with ANC from Asia, Africa and the Pacific. Perspectives of service users and providers, social and political factors, and health system characteristics (such as resource availability and organisational structures) affected ease of integration.Tweetable abstractHealth system factors, context and stakeholders must be considered for integrated antenatal care services.
Climate Change, Migration and the Cosmopolitan Dilemma
Authors: Held David 
Published: February 2016

AbstractAt its simplest, migration refers to the movement of people and their temporary or permanent geographical relocation. People have always been on the move and they have moved over great distances. In this article I set out a brief historical understanding of migration, and then focus on Europe and, finally, current dilemmas of European migration policy. In an era of climate change, war and uneven development, the pressures of migration have grown and could soon create an ever greater avalanche of movement. States act in a paradoxical way. On the one hand, they recognise the nature of the migration crisis and the necessity to broaden the definition of those who need urgent assistance. On the other hand, most host countries act on increasingly narrow definitions of those who warrant assistance and perhaps resettlement. This dilemma is examined and tentative steps are set down to show how it might be resolved.
Prevalence and determinants of medication non‐adherence in chronic pain patients: a systematic review
Authors: Timmerman L. , Stronks D. L. , Groeneweg J. G. , Huygen F. J. 
Published: February 2016

BackgroundChronic pain is commonly treated with analgesic medication. Non‐adherence to prescribed pain medication is very common and may result in sub‐optimal treatment outcome. The aim of this review was to investigate the prevalence of medication non‐adherence and to present determinants that may help identify patients at risk for non‐adherence to analgesic medication.MethodsA search was performed in PubMed and Embase with systematic approach including PRISMA recommendations. Individual risk of bias was assessed and systematic data extraction was performed.ResultsTwenty‐five studies were included. Non‐adherence rates to pain prescriptions ranged from 8% to 62% with a weighted mean of 40%. Underuse of pain medication was more common than overuse in most studies. Factors that were commonly positively associated with non‐adherence were dosing frequency, polymedication, pain intensity, and concerns about pain medication. Factors negatively associated with non‐adherence were age, again pain intensity and quality of the patient–caregiver relationship. Underuse was positively associated with active coping strategies and self‐medication, and negatively associated with perceived need for analgesic medication. Overuse was positively associated with perceived need, pain intensity, opioid use, number of prescribed analgesics, a history of drug abuse, and smoking.ConclusionNon‐adherence to analgesic medication use is very common in the chronic pain population. The choice for pharmacological therapy should not only be based upon pain diagnosis but should also take the risks of non‐adherence into account. The value of adherence monitoring or adherence enhancing interventions has to be investigated in future studies.
Chronic non‐cancer pain and the epidemic prescription of opioids in the Danish population: trends from 2000 to 2013
Authors: Birke H. , Kurita G. P. , Sjøgren P. , Højsted J. , Simonsen M. K. , Juel K. , Ekholm O. 
Published: February 2016

BackgroundChronic pain has serious consequences for individuals and society. In addition, opioid prescription for chronic non‐cancer pain (CNCP) has become more frequent. This study aims to examine the trends regarding the prevalence of CNCP, dispensed opioids, and concurrent use of benzodiazepine (BZD)/BZD‐related drugs in the Danish population.MethodsData from the cross‐sectional national representative Danish Health and Morbidity Surveys (2000, 2005, 2010, and 2013) were combined with The Danish National Prescription Registry at an individual level. The study populations varied between 5000 and 13,000 individuals ≥16 years (response rates: 51–63%). Respondents completed a self‐administered questionnaire, which included the analyzed items on identification of chronic pain (≥6 months).ResultsFrom 2000 to 2013, the prevalence of CNCP increased and subsequently the annual prevalence of opioid use from 4.1% to 5.7% among CNCP individuals. Higher CNCP prevalence was related to female gender, no cohabitation partner, short education, non‐Western origin, and overweight/obesity. In addition, women with CNCP, especially >65 years, became more frequent users of opioids and used higher doses than men. Concurrent use of BZD/BZD‐related drugs decreased (13%) from 2010 to 2013, still one‐third of long‐term opioid user were co‐medicated with these drugs.ConclusionsThe use of opioids has increased in Denmark, especially among elderly women. The concurrent use of BZD/BZD‐related drugs has decreased from 2010 to 2013, but still one‐third of long‐term opioid users were co‐medicated.
Longitudinal association between cognitive performance and obsessive–compulsive symptoms in patients with psychosis and unaffected siblings
Authors: Schirmbeck F. , Swets M. , Meijer C. J. , Zink M. , de Haan L. ,   GROUP Investigators
Published: February 2016

ObjectiveObsessive–compulsive symptoms (OCS) frequently occur in psychotic disorders. Cross‐sectional associations between OCS and cognitive impairment have led to different causal explanations. Whereas one assumes that higher cognitive impairment reflects a risk factor for psychotic patients to develop OCS, another suggests that deficits reflect a consequence of OCS. This study investigated the longitudinal interrelation between OCS and cognitive functioning.MethodBaseline and follow‐up data from 622 patients and 670 un‐affected siblings from the ‘Genetic Risk and Outcome in Psychosis’ study were analyzed. Participants were allocated to groups according to the presence or absence of OCS at assessments and compared on several cognitive domains.ResultsCross‐sectional comparisons revealed no group differences in cognitive performance. Longitudinal analyses comparing the groups with changes in OCS revealed one significant group effect with more problems in set‐shifting abilities in patient who reported OCS development at follow‐up. Significant time and interaction effects were mainly due to improvement in immediate verbal recall and digit‐symbol coding in patients and siblings who reported remission of OCS.ConclusionAlthough insight into causality needs further exploration, our results do not confirm the hypothesis of pre‐existing cognitive risk constellations. Findings suggest that remission of comorbid OCS results in improved immediate verbal recall and processing speed.