bluuebunny/crossref_metadata_2025_split huggingface dataset:
Customer support optimization using system dynamics: a multi-parameter approach
Authors: Hesamamiri Roozbeh , Bourouni Atieh 
Published: June 2016

Purpose
– Customer support has always been considered a competitive advantage in many industries. In recent years, firms have begun to provide customers with a high-quality service experience, in order to attract more customers and achieve higher customer satisfaction. Although customer service and satisfaction have been discussed by other researchers, to the knowledge, there has been no dynamic and intelligent way to model and optimize customer support systems for product and service providers. The purpose of this paper is to develop a modeling method for customer support optimization.

Design/methodology/approach
– In this study, a system dynamics (SD) model has been formulated to investigate the dynamic characteristics of customer support in an IT service provider. The proposed simulation model considers the dynamic, non-linear, and asymmetric interactions among its components, and allows study of the behavior of the customer support system under controlled conditions. Furthermore, a particle swarm optimization method was developed to investigate the proper combination of parameters and strategy development of the support center.

Findings
– This paper proposes a novel modeling, simulation, and optimization approach for complex customer support systems of information and communications technology (ICT) service providers. This method helps managers improve their customer support systems. Moreover, the simulation results of the case study show that ICT service providers can gain benefit by managing their customer service dynamically over time using the proposed artificial intelligent multi-parameter modeling and optimization method.

Research limitations/implications
– The proposed holistic modeling approach and multi-parameter optimization method will greatly help managers and researchers understand the factors influencing customer support. Moreover, it facilitates the process of making new improvement strategies based on provided insights.

Originality/value
– The paper shows how SD simulation and multi-parameter optimization can provide insights into the field of customer support. However, the existing literature lacks a holistic view of these kinds of simulation systems, as well as a multi-parameter optimization method for SD methodology.
Knowledge management framework to the university libraries
Authors: de Bem Roberta Moraes , Coelho Christianne Coelho de Souza Reinisch , Dandolini Gertrudes Aparecida 
Published: June 2016

Purpose
– The purpose of this paper is to propose a knowledge management framework for university libraries (named GC@BU). The framework consists of three modules: knowledge management coordination; knowledge resources; and learning commons, and uses as theoretical assumptions the design of an university library (developed for the context of the framework), the standards for libraries in higher education of the Association of College and Research Libraries (ACRL) and the characterization of the university library as a complex adaptive system (CAS).

Design/methodology/approach
– This framework was structured by a literature review and based on models, methodologies and existing frameworks, being afterwards evaluated through focus groups composed of managers of university libraries, resulting in an enhanced version.

Findings
– After evaluation, the GC@BU framework showed to be easy to apply in the context for which it was created (university libraries). It is noteworthy that in addition to the knowledge management application, the GC@BU reinforces the importance of concerning for the quality and the services, since it uses as a parameter the standards of the ACRL. In addition, the perspective used to characterizing university libraries (as CASs) was well accepted by the tool evaluators.

Research limitations/implications
– The proposed framework is focussed on university libraries, but its use in other contexts should not be dismissed as long as the manager makes the necessary adjustments for this purpose.

Practical implications
– Since knowledge management is an intangible element, its application and benefits are not easy to conceive. This tool provides the implementation of knowledge management in university libraries, and knowledge is considered from different approaches (from the user, the collaborator, the library collection). Besides, the tool is arranged so (in modules and verification criteria) as to allow the manager to administer the library as a whole, from the point of view of knowledge management.

Originality/value
– This study is considered innovative and applicable on the global stage of university libraries, because despite being evaluated by Brazilian managers it uses international standards and has a strong ability to adapt to different contexts.
Cultivating leadership in Asian libraries: a longitudinal impact study
Authors: Yang Tina T , Sidorko Peter E , Woo Esther M.W. 
Published: June 2016

Purpose– The purpose of this paper is to describe a study aimed at assessing the impact of the only recurring Asian library leadership institute on its participants.Design/methodology/approach– A review of the literature focussing on similar longitudinal studies was first conducted followed by a survey of past participants aimed at utilizing a self-evaluation approach.Findings– The study found it difficult to establish a conclusive cause and effect link between institute attendance and the subsequent changes in participants’ professional lives. Nevertheless the study provides compelling evidence that the institute has enhanced participants’ leadership skills, knowledge and insights and thus contributed directly or indirectly to changes in respect of their career progression, involvement in leadership activities and changes at their respective organizations.Research limitations/implications– Like other similar longitudinal studies on library leadership training, the inconclusive nature of findings suggests that further analysis of participants might be undertaken through a qualitative approach in the form of focus group interviews with the participants and over a time period less than the ten years used in the study.Practical implications– Survey respondents provided overwhelming support for the institute providing organizers with the motivation to continue to provide this opportunity to librarians in the Asia region.Originality/value– As the only Asian library leadership training of its kind, this study has delivered a unique set of data that provides perspectives that have not been previously documented.
Library strategic environment in the public cultural service system in China
Authors: Ke Ping , Chen Xin , Liu Yingxi , Zhao Yimin 
Published: June 2016

Purpose– China is currently constructing the public cultural service system on a national scale. Library strategic environment problems, such as the status of library in the public cultural service system, the relationship with relevant public cultural service institutions/organizations, and the factors influencing library development, etc., which increasingly raise people’s concern. The purpose of this paper is to solve above mentioned problems.Design/methodology/approach– This paper used online and offline questionnaires to solicit feedback from public cultural service institutions/organizations. Based on the data from questionnaires, this paper analyzed library strategic environment in the public cultural service system in mainland China by adopting correlation analysis, mean analysis and factor analysis, etc.Findings– Stakeholders (relevant public cultural service institutions) highly valued the status of library and no respondents believed that library did not belong to the public cultural service system. Compared with competing relationship between enterprises, library and relevant cultural services institutions were partners rather than competitors. Three main factors that influenced library strategic planning were identified: internal conditions factors, external environment factors and stakeholder related factors.Research limitations/implications– There are some limitations of this thesis. For instance, the sample size is not large enough and respondents are confined to cities, which may reduce the generalizability of the findings.Originality/value– Through this analysis, library can learn more of national cultural environment in China, and take necessary measures to cope with these changes.
Impact of behavioral integrity on organizational identification
Authors: Erkutlu Hakan , Chafra Jamel 
Published: June 2016

Purpose
The purpose of this paper is to examine the relationship between leader’s behavioral integrity and employees’ organizational identification as well as to test the moderating roles of power distance and organizational politics on that relationship.

Design/methodology/approach
Data encompass 969 employees from 19 five-star hotels in Turkey. The relationship between behavioral integrity and organizational identification and the moderating roles of power distance and organizational politics on that relationship were tested using the partial least squares structural equation modeling (PLS-SEM) and moderated hierarchical regression analyses.

Findings
The PLS-SEM and moderated hierarchical regression analyses results reveal that there was a significant positive relationship between leader’s behavioral integrity and employees’ organizational identification. In addition, the positive relationship between behavioral integrity and organizational identification was weaker when both power distance and organizational politics were higher compared to that when they were lower.

Practical implications
This study showed that leader’s behavioral integrity enhanced employees’ organizational identification. Leaders need to show the perceived alignment between their words and deeds and strive to form high quality leader–follower exchanges to create a trust-based culture that satisfies the necessary affective and cognitive components required for trust formation. Moreover, the results of this study indicated that perceived organizational politics weakened employees’ identification with their organizations. Organizational practices and policies, especially human resource practices, should be carefully designed and implemented as to prevent organizational politics, an important source of employee dissatisfaction and distrust.

Originality/value
The study provides new insights into the influence that leader’s behavioral integrity may have on employees’ organizational identification and the moderating roles of power distance and organizational politics in the link between behavioral integrity and employees’ identification with their organizations. This paper also offers a practical assistance to employees in the hospitality industry and their leaders interested in fostering organizational identification and lowering perceived organizational politics.
Giving negative feedback to Millennials
Authors: Anderson Emylee , Buchko Aaron A. , Buchko Kathleen J. 
Published: June 2016

Purpose
Demographic data indicate that the Millennial generation (those born between 1982 and the early 2000s) are entering the workforce and will become an increasingly significant component of the workforce in the near future. The Millennial generation appears to have significant differences in values, attitudes and expectations regarding work than prior generations.

Design/methodology/approach
The authors reviewed the literature on the “Millennial” generation (those born between 1982 and the early 2000s) and the research on giving negative feedback to identify issues that are significant with respect to the manner in which managers give negative information to this new generation of workers.

Findings
To be effective, negative feedback to Millennials needs to be consistent and ongoing. The feedback must be perceived by Millennials as benefitting them now or in the future. Managers must be assertive enough to make sure the employee understands the concerns, but sensitive to the fact that many Millennials have difficulty accepting such feedback.

Research limitations/implications
These findings offer suggestions for future research that needs to explicitly examine the differences in the new generation of workers and how these persons respond to current managerial practices.

Practical implications
Millennials are now entering the workforce in significant numbers. Managers will find increasing opportunities to address the organizational and individual needs of these workers. Managers must learn how to effectively direct and motivate this generation of workers, including how to provide constructive negative feedback.

Social implications
Demographic data indicate that the so-called “Baby Boom” generation will be leaving the workforce in large numbers over the next few years, and will be replaced by the Millennial generation.

Originality/value
To date, there has been little attempt by management researchers to address the organizational implications of the generational shift that is occurring. We seek to draw attention to one specific area of management practice – delivering negative feedback – and explore how the knowledge may be changing as a new generation of workers enter the workplace.
Synthesis and properties of novel self-crosslinked cationic fluorinated acrylic latex prepared with novel emulsified system
Authors: Li Wen , Bao Zhongbin , Chen Lijun , Deng Dongshun 
Published: June 2016

Purpose
At present, the conventional method of preparing cationic fluorinated acrylic latex is to emulsify copolymerised monomers with cationic surfactants. However, there has been a wide concern about using Gemini surfactants to prepare cationic polymer latex to improve its properties. The purpose of this paper was to focus on the synthesis of novel self-crosslinked cationic fluorinated acrylic latex (SCFAL), during which the copolymerised monomers were initiated with a water soluble azo initiator and emulsified with mixed surfactants of Gemini emulsifier and alkyl polyglycoside (APG).

Design/methodology/approach
The novel SCFAL was prepared successfully by the semi-continuous seeded emulsion polymerisation of butyl acrylate, methyl methacrylate, hexafluorobutyl methacrylate (HFMA) and hydroxy propyl methacrylate (HPMA) in aqueous medium.

Findings
The conversion is the maximum and the coagulation percentage the minimum when the amounts of emulsifier and initiator are 8 and 0.6 per cent, respectively. The average particle size of the latex is significantly reduced with the increase of the amount of emulsifiers used. However, the average particle size of the latex is increased with the increase of the amount of HPMA. The particle size of the latex is of a unimodal distribution, which means that the particle size was reasonably uniform. Contact angle is increased with the increase of the amount of the HFMA.

Practical implications
The novel SCFAL can be widely used as significant components in the field of coatings, leather, textile, paper, adhesives and so on.

Originality/value
SCFAL, which was emulsified with novel mixed surfactants of Gemini surfactant and APG, has been prepared successfully. Influences of amount of initiator, emulsifier, HPMA and HFMA on emulsion polymerisation and/or properties of novel latex are investigated in detail.
International diversification and firm’s value: evidence from developing nations
Authors: Bany-Ariffin A.N. , Matemilola Bolaji Tunde , Wahid Liza , Abdullah Siti 
Published: June 2016

PurposeThis paper aims to evaluate the impact of international diversification, through the investment abroad activities of the Malaysian multinational corporations (MNCs), on their financial performance.Design/methodology/approachThe paper applies the panel generalized method of moments (GMM) estimation technique that gives better results.FindingsThe empirical findings show that the move to invest abroad has brought a positive impact on Malaysian MNCs’ financial performance. However, in terms of a firm’s risk, the results contradict the general internationalization-risk hypothesis.Research limitations/implicationsThe study focuses on the top 100 multinational firms; future researchers may extend the time period and use the entire sample of all the multinational firms.Practical implicationsForeign investments offer rewarding returns due to cheaper labour and raw materials, competitive edge in terms of technological advancement and larger market opportunities.Originality/valueThe paper contributes to the literature using the panel GMM’s estimation that effectively control for reverse causality and serial correlation problem. The paper also contributes to the international diversification and performance relationship, in a fast-growing Malaysia.
Relationship of liking and social exchange to supervisor-directed organizational citizenship behavior in the Arabian Gulf
Authors: Moideenkutty Unnikammu , Schmidt Stuart 
Published: June 2016

PurposeThe purpose of this paper was to explore the relationship among liking, social exchange and supervisor-directed organizational citizenship behavior (OCB).Design/methodology/approachEmployees and their supervisors were surveyed to obtain data from 202 subordinates and 33 supervisors.FindingsResults indicated that liking is positively related to social exchange and supervisor-directed OCB. Contrary to expectations, social exchange did not partially mediate the relationship between liking and citizenship.Research limitations/implicationsA limitation of the study is that it was correlational. The lack of support for mediating effect of social exchange suggests the need for further research with data collected from different sources.Practical implicationsLiking has positive effects on both social exchange relationship and supervisor-directed OCB. Trust is an important element of social exchange. Liking may be an independent source of influence on supervisor-directed OCB.Social implicationsLiking, an affective variable, may be an important influence in organizational behavior. It represents positive organizational behavior which is currently generating significant scholarly attention.Originality/valueThis study was conducted in the Sultanate of Oman, an Arabian Gulf country. To the authors’ knowledge, this is the first such study done in the region. In this study, the authors include trust as a representative of the quality of relationship between supervisor and subordinates. Unlike leader–member exchange (LMX), trust has rarely been related to liking in previous studies. Study tests for social exchange (including supervisory trust) as a mediator of the relationship between liking and supervisor-directed OCB.
Health literacy and libraries: a literature review
Authors: Barr-Walker Jill 
Published: June 2016

Purpose
The purpose of this paper is to assess the involvement of libraries in health literacy programs and initiatives based on a review of the literature.

Design/methodology/approach
Four databases were searched for papers that described health literacy programs and initiatives within libraries.

Findings
Several themes of health literacy programs in libraries emerged: health literacy for older adults, underserved populations, the general public, healthcare professionals, and medical students, and patients. Collaborations between libraries and community organizations were frequently used.

Practical implications
Librarians may use this review to understand the history of health literacy efforts and libraries to inform future programming. This review will contextualize current research on health literacy and libraries.

Originality/value
Despite the currency and relevance of this topic, there are no literature reviews on health literacy and librarianship.
A conceptual approach to practitioners’ health information literacy
Authors: Hallyburton Ann 
Published: June 2016

PurposeThe purpose of this paper is to examine healthcare professionals’ own health literacy through the lenses of information behavior and evidence-based practice. These practitioners’ health information literacy is critical to client care.Design/methodology/approachThis conceptual paper applies general and professional-specific models of information behavior and issues of bias to methods in which healthcare practitioners seek, evaluate and use research information within professional practice.FindingsCase examples from library, medical and the broader healthcare literature are used to explore ways in which care professionals’ information behaviors align with or deviate from information behavior models and the role of different types of bias in their information behavior. Adaption of evidence-based practice precepts, already familiar to healthcare professionals, is proposed as a method to improve practitioners’ health information literacy.Originality/valueExplorations of “health literacy” have primarily focused on healthcare consumers’ interactions with basic health information and services. The health literacy (and health information literacy) of care practitioners has received much less attention. By gaining a greater understanding of how information behaviors intersect with healthcare practitioners’ own health literacy, the librarians and educators who serve future and current care professionals can offer more informed information literacy instruction, enabling practitioners to provide improved patient care.
Designing a comprehensive model of entrepreneurial university in the science and technology parks
Authors: Ziyae Babak , Tajpour Mehdi 
Published: June 2016

Purpose– The purpose of this paper is to shed light on the entrepreneurial university and to develop a theoretical framework relating entrepreneurship education in the third generation of universities. Therefore, the future research could be carried out to identify and apply the presented model.Design/methodology/approach– In terms of objective, this study is considered as an empirical one, and the research methodology is descriptive-correlative type. Sample population consists of 130 knowledge-based firms in the science and technology parks. In total, 100 knowledge-based firms were selected by using a stratified random sampling. The analysis of data obtained from the questionnaires and both descriptive and inferential parts was done through the application of SPSS, structural equation modeling technique and Smart PLS 3 software.Findings– The results suggested the positive and significant effect of the organizational, individual, institutional, and environmental factors on entrepreneurial university in the science and technology parks.Practical implications– The application of the research model provides an avenue for the practitioners to design accelerates and creative science and technology parks focussing on the commercialization education, entrepreneurial intuition and marketing to students and innovators.Social implications– The theoretical framework of the current study offers a different way forward for policy makers in thinking about those factors that may be critical for success of entrepreneurship education. Policy makers, in general can provide infrastructures to launch third generation of universities, entrepreneurial university, for young generation to increase effectiveness of academic education and to provide the prospect of a more business opportunity recognition.Originality/value– This research contributes to the existing literature in the field of entrepreneurship education. So far, a comprehensive model has been substantially neglected with respect to the entrepreneurial university in the science and technology parks. This new framework can be used to inform thinking and research design in the area of entrepreneurship education to promote entrepreneurial university thought.