bluuebunny/crossref_metadata_2025_split huggingface dataset:
Effective customer experience management in health-care sector of Nigeria
Authors: Worlu Rowland , Kehinde Oladele Joseph , Borishade Taiye Tairat 
Published: December 2016

Purpose
The purpose of this conceptual paper is to introduce the concept of customer experience management (CEM) as a supportive construct in customer loyalty building. In support of Smith and Wheeler (2002) stance, Cronin (2003) argued that organizations should deviate from outdated quality → value → satisfaction → loyalty paradigm to a modern and more flexible paradigm for loyalty building.

Design/methodology/approach
This paper uses an archival survey of the extant literature to confirm or debunk the position of CEM protagonists within the context of the health-care sector of developing countries, especially Nigeria.

Findings
This paper presents a new conceptualization on CEM that includes three dimensions of CEM (functional clues, mechanic clues and humanic clues) on customer loyalty in the health-care sector of Nigeria. Therefore, when a health-care organization consciously and effectively makes CEM a strategic priority, it largely leaves a long-lasting impression in the mind of the customers, which invariably retain and build customer loyalty.

Research limitations/implications
The authors emphasized the importance of how CEM can be used to build loyalty and the need to properly adapt CEM approach in an extremely sensitive service sector, i.e. the health-care sector in developing countries, especially Nigeria. The recommended framework initiates fresh streams of researches for the concept to be carried out empirically in developing countries.

Practical implications
To retain and build customer loyalty, particularly in the health-care sector of Nigeria, health-care organizations need to understand and adopt CEM clues so as to keep customers loyal in an extremely sensitive service sector.

Originality/value
Although there are studies on CEM and customer loyalty in the health-care sector of developed countries, research on CEM is very limited in developing countries such as Nigeria. By contributing to the body of knowledge in this area, this research adds significant value. Moreover, the research gives important information on the Nigerian health-care sector, which probably new to several readers.
Dynamics of coordination-clusters in long-term rehabilitation
Authors: Noori Nadia Saad , Weber Christina 
Published: December 2016

PurposeThe purpose of this paper is to introduce a novel approach to studying disaster management operations: the emergence of coordination-clusters in long-term rehabilitation projects and innovation dynamics in coordination-clusters.Design/methodology/approachThe problem addressed is examining the coordination dynamics in long-term rehabilitation operations. A mixed methods research approach was adopted where a combination of qualitative and quantitative techniques was used for data collection and analysis to study the phenomenon of the coordination evolution in long-term rehabilitation projects.FindingsThe results indicate resilience in the behavior of involved actors from different organizations as they re-organize into coordination-clusters and collectively work to overcome the unfolding challenges of long-term rehabilitation projects in areas affected by major disaster.Research limitations/implicationsThe results provide some answers to the question of how to map and analyze the phenomenon of coordination-clusters and their consequent coordination dynamics, and thereby steps to redesign the approach to execute long-term rehabilitation projects in places affected by major disasters.Practical implicationsThe combination of Actor-network theory and critical incident technique with social network analysis and community detection provides an integrated network-based view of coordination dynamics in long-term recovery operations. Such perspective would broaden the empirical basis for the planning and management of complex disaster management operations.Originality/valueThe results of the research offer a new approach to study coordination dynamics in disaster management operations. The proposed method provides a tool to examine the evolution of processes involved with the recovery phase of a disaster management cycle.
Libraries, massive open online courses and the importance of place
Authors: Ackerman Steven , Mooney Margaret , Morrill Stefanie , Morrill Joshua , Thompson Mary , Balenovich Lika K. 
Published: December 2016

PurposeWeb-based courses are a practical way to engage in meaningful discussions with learners from a diverse set of communities. By gathering online to learn about a topic, learners can form communities that transcend geographic and political boundaries. This paper aims to investigate a partnership between the University of Wisconsin-Madison (UW-Madison) and Wisconsin Library Services, which brought open access online learning to thousands of lifelong learners around the state of Wisconsin. “Changing Weather and Climate in the Great Lakes Region”, a massive open online course the UW-Madison launched in 2015, paired a regional focus with face-to-face discussions at 21 public libraries to deepen learners’ personal connections to the subject matter. Through strategic partnership, targeted course development and marketing of events, intimate local discussion sessions and statewide events provided fora in which Wisconsin residents would explore changing weather and climate with university faculty, staff and students.Design/methodology/approachThis paper uses a case study approach and firsthand interview feedback from librarians, library staff and university faculty and staff who were leading the effort.FindingsThis paper explores the lessons learned and practical implications from the project and offers insight into libraries and universities looking to engage specific communities in non-credit online learning projects into the future.Originality/valueThis effort was a first of its kind partnership for the University and the State of Wisconsin.
Trends and issues in Jamaican academic libraries 2010-2016
Authors: Harris Sasekea 
Published: December 2016

Purpose
Observing trends and issues plays a key role in the success of any industry. Since 2010, the Association of College & Research Libraries (ACRL) has been publishing papers on top trends and issues in academic libraries in the USA, allowing for reflection, tracking, lesson drawing, adaptation, planning and direction. Such a publication is absent in the Jamaican library industry. This paper aims to examine the extent to which these trends and issues, as reported by ACRL, are evident in Jamaican academic librarianship.

Design/methodology/approach
Through document and thematic analysis of publications written on Jamaican academic librarianship 2010-2016, this paper highlights trends and issues in Jamaican academic librarianship.

Findings
There are similarities in the trends and issues in Jamaican academic librarianship and American academic librarianship; the similarities sometimes vary, however, in focus. Additionally, there are trends and issues in Jamaican academic librarianship not mentioned in the literature reviewed on American academic librarianship and vice versa.

Research limitations/implications
A survey of the chief librarians’ perceptions regarding the trends and issues would be a useful follow-up.

Practical implications
This paper allows for reflection, comparison, benchmarking, lesson-drawing, planning and direction for academic libraries and other types of libraries in Jamaica and the rest of the developing world.

Social implications
The gaps highlighted, particularly those with the most potential, can be discussed with the objective of exploring how these can be translated into new or revised services for the community of users.

Originality/value
This paper is of value, as there is no publication with an explicit focus on trends and issues in Jamaican academic libraries; this paper will be the first publication on trends and issues in Jamaican academic librarianship. In this regard, this paper makes an important contribution to the literature on academic librarianship generally, and to the literature on Caribbean and Jamaican academic librarianship, specifically.
The persistence of open access electronic journals
Authors: Lightfoot Elizabeth A. 
Published: December 2016

PurposeOpen access (OA) electronic journals have been identified as potentially at risk of loss without more coordinated preservation efforts. The purpose of this paper is to test the current availability of OA electronic journals indexed in the Directory of Open Access Journals (DOAJ).Design/methodology/approachUsing publicly available journal metadata downloaded from DOAJ, individual journal URLs were tested for validity and accessibility using a Microsoft Excel Visual Basic for Applications macro.FindingsInitial results showed 69.51 per cent of the URLs tested returned a successful HTTP status code. The remainder of the URLs returned codes that indicated redirection or errors.Originality/valueUnlike past studies of link decay, this is not limited to cited references or a specific discipline. This study uses the full DOAJ metadata to analyze the persistence of OA electronic journals.
Developing a framework for assessing social cohesion via tourism
Authors: Kamble Zilmiyah , Bouchon Frederic 
Published: December 2016

PurposeMulticultural nation-states face an added layer of challenge to social cohesion when countries already face various degrees of political, socio-economic and religious divide. Communalism has been a dividing threat, and some societies have encountered civil wars. Reconstructing social fabric in post-war countries is a challenge, and there is a need for a catalyst that can reinforce social cohesion. Although post-war countries use tourism, tourism is also perceived as a hegemonic activity, which still needs to be verified. This paper aims to analyze the relevance of tourism as a catalyst for social cohesion of post-war societies. This study discusses the notion of social cohesion and debates the prospect of tourism to act as a catalyst. The paper provides new insights on how tourism can be used to reflect on the society and social cohesion. This study contributes to theory and practice by developing a framework for assessing social cohesion via tourism, using a qualitative approach. The methodology uses a review of literature and policies in tourism and social cohesion. Findings support the validity of tourism as a catalyst, and this study proposes a framework for assessing social cohesion via tourism.Design/methodology/approachIn this study, the notion of social cohesion is discussed and the prospects of tourism to act as a catalyst are debated upon. A review of literature and policies in tourism and social cohesion are used.FindingsFindings support the validity of tourism as a catalyst, and a framework for assessing social cohesion via tourism is proposed.Originality/valueThis study proposes a framework for assessing social cohesion via tourism.
Forecasting tomorrow’s tourist
Authors: Moro Sérgio , Rita Paulo 
Published: December 2016

Purpose
This study aims to present a very recent literature review on tourism demand forecasting based on 50 relevant articles published between 2013 and June 2016.

Design/methodology/approach
For searching the literature, the 50 most relevant articles according to Google Scholar ranking were selected and collected. Then, each of the articles were scrutinized according to three main dimensions: the method or technique used for analyzing data; the location of the study; and the covered timeframe.

Findings
The most widely used modeling technique continues to be time series, confirming a trend identified prior to 2011. Nevertheless, artificial intelligence techniques, and most notably neural networks, are clearly becoming more used in recent years for tourism forecasting. This is a relevant subject for journals related to other social sciences, such as Economics, and also tourism data constitute an excellent source for developing novel modeling techniques.

Originality/value
The present literature review offers recent insights on tourism forecasting scientific literature, providing evidences on current trends and revealing interesting research gaps.
Tourism services: facing the challenge of new tourist profiles
Authors: Santos Margarida Custódio , Veiga Célia , Águas Paulo 
Published: December 2016

Purpose
This paper sought to examine the pertinent literature to identify trends that lead to the emergence of new tourist profiles. The study simultaneously focused on analysing the implications of these new tourist segments for service providers. In a time characterised by constant and accelerated change, the tourism market environment must be systematically and proactively monitored to define more carefully adjusted marketing strategies.

Design/methodology/approach
The paper examined the academic, institutional and trade literature to provide an overview of the main trends and profiles of the main market segments.

Findings
The most relevant segments identified and profiled are the seniors and millennials. The importance of this two generational segments for tourism derives from their large dimensions and strong interest in travelling. Empirical evidence has been found that the senior segment comprises two distinct sub-segments: “younger at heart” and “older at heart”. Therefore, seniors cannot be targeted as a homogeneous segment. Regarding the millennials, they are considered digital natives, who look for authentic experiences and see themselves as travellers rather than tourists. They are expected to be the largest market segment by 2020. The implications of each segment profile for service providers are discussed.

Originality/value
The profiling of the two most important tourist segments allows managers to design more effective marketing-mix strategies to implement along the different stages of the tourism consumption process, which include the pre-travel, during-travel and post-travel phases.
Key issues for tourism development – the AM-UNWTO contribution
Authors: Perdomo Yolanda 
Published: December 2016

Purpose
This paper aims to present the contribution of the United Nations World Tourism Organization (UNWTO) Afiliate Members’ Programme, its knowledge generation, prototypes and research initiatives to promote tourism as a driver of economic growth, inclusive development and environmental sustainability.

Design/methodology/approach
This paper focuses on the activities and projects of the UNWTO, as they generate market knowledge, promote competitive and sustainable tourism policies and instruments, foster tourism education and training and work to make tourism an effective tool for development through technical assistance projects in over 100 countries around the world.

Findings
The UNWTO Affiliate Members Programme serves as the major gateway for the collaboration between the private and public sectors, working together for the development of tourism. Bringing together over 470 companies, educational and research institutions, destinations and NGOs, this interactive platform provides a space for members to engage in dialogue, share information and take further action.

Practical implications
The UNWTO Affiliate Members Programme has identified some key focus areas for the overall development of tourism and accordingly designed public–private models of collaboration that can be applied in practice.

Originality/value
UNWTO offers a unique platform to stimulate public–private and academic partnerships in creation, dissemination and application of knowledge in tourism, focusing specifically on innovation.
Barometer of tourism
Authors: Costa Jorge , Rodrigues Daniela , Bastos João 
Published: December 2016

Purpose
In this paper, the barometer of tourism (BoT), as a new approach to environmental scanning, is presented and discussed. A unique research methodology developed by IPDT, with the aim of analyzing prospectively the tourism and hospitality sectors from the perspective of senior professionals and public and private decision makers, is illustrated in detail.

Design/methodology/approach
The paper is based on official tourism information and on-going research by IPDT, in particular, the “Barometer of Tourism”, which results are used to correlate with official statistics, thus demonstrating the Barometer’s value as a scanning tool.

Findings
BoT is a simple and low budget tool that can successfully predict the behaviour of tourism demand for Portugal in the short and medium term. After 50 editions, BoT established itself as a recognized and unique trends’ identification tool for the Portuguese hospitality and tourism organizations.

Practical implications
Results provide rich insights on analyzing prospectively the tourism and hospitality sectors from the perspective of senior professionals and public and private decision makers.

Originality/value
This paper seeks to illustrate that BoT can successfully predict the behaviour of tourism demand for Portugal, being a simple, low-budget and recognized tool for trends identification in hospitality, travel and tourism organizations.
Monotony of social networking among millennial and its effect on social advertisement: a challenge to digital marketers
Authors: Singh Rashmi 
Published: December 2016

Purpose
This study aims to investigate an initial understanding about the different factors that are inducing and stemming the monotony of different social networking sites (SNSs). Specifically, the study provides an initial understanding for the liking/disliking of different SNSs, factors affecting users’ monotony and its impact on the success and effectiveness of different marketing activities.

Design/methodology/approach
A survey questionnaire was adopted from previously developed and validated scales. The questionnaire was administered to undergraduate students enrolled in different universities in India. We have used regression analysis, bootstrapping technique, Sobel test and ANOVA to address the research questions and hence to test the hypotheses.

Findings
The findings of the study revealed that gender does not have any impact on the monotony of SNSs. Both genders are experiencing boredom for SNSs and spend less time on such sites. Moreover, SNS boredom negatively impacts users’ attitudes toward different SNSs such as Facebook, twitter, etc., which in turn develop negative attitudes toward the different advertisement on these sites. This study revealed the marketers’ necessity of studying the phenomenon of SNS boredom. One of the most important finding of this study is that users’ age decides the level of monotony/boredom with the social sites; older users report significantly lower levels of social sites boredom as compared to younger users.

Research limitations/implications
To capture the opinion of SNS users, this study used a sample of students from different universities. The study findings are primarily based on studies utilizing millennial population.

Originality/value
This is the first study which empirically examines the phenomenon of social networking boredom among millennial by linking the theories of monotony, i.e. gratification theory. The findings of the study added a chapter in the literature by identifying the underlying mechanism through which monotony of SNS impacts effectiveness of the social media marketing activities. The findings shed more light on the consequences of SNS monotony for the digital marketers and revealed that age is an important factor in it.
If children won lotteries: materialism, gratitude and imaginary windfall spending
Authors: Kiang Lisa , Mendonça Sara , Liang Yue , Payir Ayse , O’Brien Lia T. , Tudge Jonathan R.H. , Freitas Lia B.L. 
Published: December 2016

Purpose
Despite USA’s emphasis on children as consumers with great spending power, little is known about their actual spending preferences and how they might be linked to personal character traits such as materialism and gratitude. This study aims to address this literature gap by examining children’s spending preferences in an imaginary windfall scenario, as well as main and interactive effects of materialism and gratitude on such preferences.

Design/methodology/approach
This was a school-based research study. Survey methodology was used in which self-report measures were collected from 247 7-14-year-old children (58 per cent male).

Findings
Results suggest that materialism was significantly associated with saving resources and allocating less money to charity. Gratitude was related to more charitable giving. One interactive effect was found whereby the link between more materialism and saving was attenuated by high levels of gratitude. Contrary to expectations, no age or gender differences in spending preferences or materialism were found, but older children and girls reported higher gratitude than did younger children and boys.

Research limitations/implications
Although cross-sectional data limit conclusions regarding directionality, the results have implications for understanding children’s consumer behavior, as well as children’s well-being, self-regulation and ability to delay gratification.

Practical implications
The results suggest that materialism, with its emphasis on consumption, and gratitude, with its positive feedback loop that encourages prosocial connections, are particularly relevant avenues to continue examining in future research on youth consumer patterns.

Social implications
Gratitude not only promotes social connectedness but also is more environmentally sustainable in promoting appreciation for what one has rather than wanting more. Uncovering ways that these characteristics are linked to hypothetical and, ultimately, actual spending behavior reflects a meaningful contribution to the field.

Originality/value
This paper fills gaps in the literature by examining links between specific character traits and potential spending behaviors, with deeper implications for children’s psychosocial development, self-regulation and environmental sustainability.
Teen girls’ adoption of a virtual fashion world
Authors: Kobia Caroline , Liu Chuanlan 
Published: December 2016

Purpose
The purpose of this study was to improve our understanding of teen consumers’ adoption of virtual fashion. Specifically, the study assessed the effects of individual variables, including fashion innovativeness and peer pressure, on needs gratification, attitudes and adoption of virtual fashion worlds (VFWs) among teen girl consumers.

Design/methodology/approach
An online survey was designed and administered to a convenience sample of female teens. Empirical analyses were performed on 177 valid responses. Structural equation modeling was used to test all hypotheses.

Findings
The results revealed that adoption of VFWs in the sample was affected significantly by teen female consumers’ needs gratification, attitudes about VFWs and fashion innovativeness. However, peer pressure had no effects.

Originality/value
The emergence of different types of virtual worlds has influenced the way in which business is conducted, and VFWs are a popular trend. However, no studies have examined consumers’ adoption of VFWs that promote fashion using avatars and offer similar styles for teens in the real world. The study adds to existing literature related to consumers’ adoption of innovations by integrating communication, sociological and innovation adoption theories.