bluuebunny/crossref_metadata_2025_split huggingface dataset:
Money laundering consequences
Authors: Michelle Gallant M. 
Published: August 2014

Purpose
– The purpose of this paper is to take an overarching analytical perspective on four decades of money laundering regulation.

Design/methodology/approach
– This study extracts the principal impacts of anti-money laundering (AML) regulation through a distillation of money laundering research.

Findings
– The most significant impacts of money laundering regulation are some recovery of tainted wealth, modest increases in the visibility of global financial transactions, disruption of tax haven jurisdictions and some distortions to international law.

Research limitations/implications
– This study offers a glimpse of the wider impacts of money laundering underscoring the need for empirical work.

Originality/value
– The originality lies in linking developments in discrete fields to money laundering regulation.
Turning customer satisfaction measurements into action
Authors: Lervik Olsen Line , Witell Lars , Gustafsson Anders 
Published: August 2014

Purpose
– The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand the process and, as a consequence, the phases of customer orientation; to investigate the relationships between the different phases of customer orientation and customer satisfaction; and to examine activities in the different phases of customer orientation that result in higher customer satisfaction.

Design/methodology/approach
– This study, combining quantitative and qualitative research, is based on a cross-sectional survey of 320 service firms and a multiple case study of 20 organisational units at a large service firm in the European telecom industry.

Findings
– The results show that customer orientation consists of a process that includes three phases: strategy, measurement and analysis and implementation. Contrary to previous research, implementation has the strongest influence on customer satisfaction. In turn, customer satisfaction influences financial results. In-depth interviews with managers provided insights into the specific activities that are key for turning customer-satisfaction measurements into action.

Originality/value
– This research contributes to the literature on customer orientation by developing and empirically testing a model that attempts to explain what constitutes customer orientation and, in turn, influences customer satisfaction and financial results. Given the large amount of research on customer satisfaction, studies on how service firms collect and use customer-satisfaction data in practice are scarce.
Mirror, mirror on the wall – how customers perceive their contribution to service provision
Authors: Fliess Sabine , Dyck Stefan , Schmelter Mailin 
Published: August 2014

Purpose– The purpose of this paper is to investigate customer perceptions of their own contribution to service provision, in order to enhance our understanding of customer contribution and its dimensions.Design/methodology/approach– In total, 27 in-depth interviews were conducted across nine service contexts. Qualitative data were then analyzed to identify the various dimensions of customer contribution.Findings– First, the study contributes to the understanding of customer contribution in identifying physical, mental, and emotional dimensions. The physical and mental dimensions of customer contribution are represented by activities, while emotions comprise mood and emotional states. Second, relationships among the three dimensions were identified; in particular, physical and mental activities were found to influence customer emotions. Third, the findings reveal that customer understanding of their own contribution to service provision encompass the co-creative sphere of customer and provider, and extends to the customer-sphere before the service encounter.Research limitations/implications– The qualitative study is limited in terms of generalizability, since the 27 interview cases were based on nine interviews each covering three service settings. Further research is needed to investigate how the dimensions of customer contribution are linked to different outcomes (e.g. service value, satisfaction, loyalty), thus providing a quantitative validation of our findings.Practical implications– Understanding the customer contribution to service provision is pivotal for service design. Service managers need to reflect on how the different dimensions of contribution manifest in their existing or potential service offering, since physical and mental customer activities shape their emotions, which in turn impact on the service experience and value.Originality/value– Little in-depth research has been conducted on the nature and dimensionality of customer contributions to service provision, particularly with regard to perceptions of their own contribution. Most previous empirical research on customer contribution is limited to a specific context and concerned with customer behaviors. Hence, this qualitative study examines customer contribution across different service context, focussing on customer perceptions in terms of physical, mental, and emotional contributions to service provision.
Spin-off performance in the start-up phase – a conceptual framework
Authors: Furlan Andrea , Grandinetti Roberto 
Published: August 2014

Purpose– Literature on spin-offs still lacks a thorough understanding of the forces governing spin-off performance. The purpose of this paper is to fill this gap by taking a network perspective.Design/methodology/approach– The paper combines the literature on spin-offs with the network approach to new ventures to proposing a model showing how networking in the pre-entry phases affects a spin-off's survival and early growth.Findings– The intensity and variety of interactions between the future entrepreneur (FE) and other individual actors has a positive impact on spin-off performance in both the incubation and the emergence phases. The degree of overlap between the network of the incubation phase and the network of the emergence phase also reinforces the effects of the intensity and variety of these interactions on performance during the emergence phase. Finally, entrepreneurial innovativeness is an antecedent of spin-off performance in that it requires different degrees of overlap between the network of the incubation phase and the network of the emergence phase.Research limitations/implications– Being a conceptual paper, the study needs the support of empirical research. For example, samples of spin-offs achieving a high and low performance could be compared in relation to their FE's networking activity.Originality/value– The paper creates a bridge between the inherited knowledge approach to spin-offs and the network approach to new ventures to provide a framework for explaining spin-off performance.
Do management control systems in SMEs reflect CEO demographics?
Authors: Reheul Anne-Mie , Jorissen Ann 
Published: August 2014

Purpose– Drawing on upper echelons theory, the purpose of this paper is to examine whether CEOs place their distinctive marks on the design of planning, control and evaluation systems (i.e. management control systems (MCS)) in small- and medium-sized enterprises (SMEs).Design/methodology/approach– The authors use survey data from 189 Belgian SMEs and perform regression analyses to investigate the relation between the CEO demographics tenure, education and experience and various aspects of MCS design, controlling for the classical contingent variables.Findings– CEO tenure and education are related to evaluation system design, but there is no link between CEO demographics and planning and control system design. The lack of managerial discretion concerning planning and control systems could be explained by their more external and observable character, giving rise to pressures to comply with institutional norms (“good practices”). The presence of discretion concerning the design of evaluation systems could be due to their internal character.Practical implications– Since evaluation systems are an important determinant of work-related attitudes and can lead to dysfunctional behavior, it is important for company owners and board members to consider the demographics of present or new CEOs, and to understand the associated inclinations reflected in evaluation systems.Originality/value– The authors apply a more comprehensive approach than (the few) existing SME studies by relating a larger number of CEO demographics to a more comprehensive set of MCS elements, controlling for a larger group of contingent variables. Moreover, the authors fill gaps in the upper echelons and MCS literature.
Service development in small companies: a communication and learning process
Authors: Gottfridsson Patrik 
Published: August 2014

Purpose
– The purpose of this paper is to improve the understanding of how individually designed services are actually developed in small companies.

Design/methodology/approach
– This study focuses on a small number of enterprises over a relatively long period. The study has been using a qualitative method based on repeated interviews.

Findings
– The findings in this study show that there is no such thing as formal and/or structured development processes within the companies that were studied. The development process is more focused on how to, in an informal way, get hold of knowledge and other resources that are needed in order to create the new service. The development process can therefore be described as an intellectual and interactive process that involves cooperation within and between a changing set of actors and intervening parties, who all strive to create the knowledge that is needed in order to form new service offerings.

Originality/value
– The main contribution of this study is to bring new perspectives into the service development area, and thereby highlight other aspects that the traditional service development literature has been focusing on, i.e. intra-organisation service development.
Impediments on the way to entrepreneurship. Some new evidence from the EU's post-socialist world
Authors: K. Batsakis Georgios 
Published: August 2014

Purpose– The purpose of this paper is to shed light on traditionally important determinants (demographics, peoples’ perceptions, and environmental characteristics) of entrepreneurial engagement in the post-socialist region of the European Union (EU).Design/methodology/approach– A rich data set obtained from the Flash Eurobarometer Survey on Entrepreneurship 2007 is used, while a binomial probit regression model is employed.Findings– Gender, mother's occupation, unemployment, and economic growth are reported as significant determinants of entrepreneurship. The econometric results also suggest that lack of financial resources, individual's risk aversion, a large number of start-up procedures, and increased tax rates are all positively, rather than negatively related to entrepreneurial engagement.Research limitations/implications– It is suggested that the recent structural changes that have occurred in the examined region, as well as the transition process under which the examined countries operate have influenced the attitude of individuals towards entrepreneurial engagement.Originality/value– The study provides useful information in relation to the attitude of a post-socialist society towards structural issues which have possibly impeded its engagement to entrepreneurship. Both the geographic area (post-socialist European countries) and the time the data were collected (i.e. three years after the examined countries’ accession to the EU) can be perceived as factors of great interest for both policy makers and entrepreneurs.
Which criteria matter most in the evaluation of venture capital investments?
Authors: Carlos Nunes José , Gomes Santana Félix Elisabete , Pacheco Pires Cesaltina 
Published: August 2014

Purpose
– The purpose of this paper is to identify the importance assigned to the various criteria used by the Portuguese venture capitalists (VCs) to evaluate and select early stage venture capital (VC) projects.

Design/methodology/approach
– The data were collected through a questionnaire answered by 20 Portuguese VCs. The authors use descriptive statistics techniques and non-parametric tests to identify the most valued criteria and test differences in the importance assigned to the criteria of several types of VCs and investments.

Findings
– The study reveals that personality and experience of the entrepreneur and of the management team are the most valued groups of criteria. VCs with a majority of private share capital value more the personality of the entrepreneur and management team than the companies with a majority of public share capital. Additionally, the VCs that did not yet internationalize consider the personality of the entrepreneur and management team and the financial aspects, to be more important than the VCs that have already expanded abroad.

Originality/value
– It provides evidence on the VCs behavior in a small VC market. Since most of the existing literature on this area refer to large VC markets, the present study is important to investigate whether the conclusions reached by the previous studies can be extended to a small VC market. Also, this study is a contribution to the literature on the internationalization of VCs and it is the first study that explores the impact of the VCs being internationalized on the value given to the various selection criteria of early stage VC projects.
The CURE scale: a multidimensional measure of service recovery strategy
Authors: Mostafa Rania , R. Lages Cristiana , Sääksjärvi Maria 
Published: August 2014

Purpose– This paper aims to address the gaps in service recovery strategy assessment. An effective service recovery strategy that prevents customer defection after a service failure is a powerful managerial instrument. The literature to date does not present a comprehensive assessment of service recovery strategy. It also lacks a clear picture of the service recovery actions at managers’ disposal in case of failure and the effectiveness of individual strategies on customer outcomes.Design/methodology/approach– Based on service recovery theory, this paper proposes a formative index of service recovery strategy and empirically validates this measure using partial least-squares path modelling with survey data from 437 complainants in the telecommunications industry in Egypt.Findings– The CURE scale (CUstomer REcovery scale) presents evidence of reliability as well as convergent, discriminant and nomological validity. Findings also reveal that problem-solving, speed of response, effort, facilitation and apology are the actions that have an impact on the customer’s satisfaction with service recovery.Practical implications– This new formative index is of potential value in investigating links between strategy and customer evaluations of service by helping managers identify which actions contribute most to changes in the overall service recovery strategy as well as satisfaction with service recovery. Ultimately, the CURE scale facilitates the long-term planning of effective complaint management.Originality/value– This is the first study in the service marketing literature to propose a comprehensive assessment of service recovery strategy and clearly identify the service recovery actions that contribute most to changes in the overall service recovery strategy.
The effects of relationship bonds on emotional exhaustion and turnover intentions in frontline employees
Authors: Shih-Tse Wang Edward 
Published: August 2014

Purpose– This paper aims to extend the relationship marketing concept to examine which relationship bonds (social, structural and financial bonds) have different effects on employee affective (want to stay), normative (ought to stay) and continuance commitment (have to stay). Preventing emotional exhaustion in frontline employees and helping them stay on the job is an important topic for emotional labor research. The research also investigates which types of commitment influence emotional exhaustion and turnover intentions significantly.Design/methodology/approach– Data were collected through a self-reported questionnaire administered to 401 restaurant service industry frontline workers.Findings– The findings support the hypothesis that whereas social and financial bonds influence affective commitment, structural and financial bonds influence continuance commitment. Furthermore, affective commitment is a crucial factor for preventing emotional exhaustion and turnover intentions, whereas continuance commitment positively affects emotional exhaustion.Originality/value– This research offers academic and managerial insights into the various types of relationship bonds and controls these bonds for facilitating employee organizational commitment, which consequently affects emotional exhaustion and turnover intention.
Service characteristics’ impact on key service quality relationships: a meta-analysis
Authors: G. Black Hulda , Y. Childers Carla , H. Vincent Leslie 
Published: August 2014

Purpose– The purpose of this paper is to provide a comprehensive examination of the nuances of service quality (SQ) relationships using meta-analytic techniques.Design/methodology/approach– The data set comprises 108 empirical studies with 222 independent samples. The authors use a multivariate generalized least squares approach to examining the impact of key moderators on SQ relationships.Findings– This research confirms previously established relationships between SQ and its correlates and contributes to the understanding of the dynamics of those relationships by providing empirical evidence that SQ is context-dependent. This research shows that a service’s level of inseparability, customization, standardization and technical complexity impacts key SQ relationships.Research limitations/implications– This research finds that SQ is context-dependent. The antecedents examined were more significant for transactional exchanges, while the consequences of SQ were stronger for relational exchanges. Future research should explore this difference and investigate other correlates that could impact transactional versus relational exchanges. The present research is limited in that it could only examine correlates of SQ that have been frequently studied in the literature.Practical implications– This research helps managers understand how the characteristics of their organizations impact the role SQ has on key outcomes. Firms desiring to maximize the impact of SQ must first consider the characteristics of their organizations to understand what combination of attributes is most beneficial. For example, this research found that SQ is a significant driver of financial performance when the service is customized, high-tech or relational. Managers in these types of organizations can impact their bottom line by focusing on perceived SQ.Originality/value– This meta-analysis is the first to include both the antecedents and outcomes of SQ. The current research offers a comprehensive examination of various service characteristics and their impact on SQ relationships.
The taboo question
Authors: Hong Hai Nguyen Dang , Parker Lukas , Brennan Linda , Clements Alice 
Published: August 2014

Purpose
– This paper aims to illustrate the need for both upstream and downstream social marketing in relation to condom merchandising in the Vietnamese context.

Design/methodology/approach
– A mystery shopper audit of condom merchandising practices and retail outlets was undertaken in a number of locations throughout Ho Chi Minh City, Vietnam. In addition to the audits, a series of depth interviews with retailers of condoms on barriers and facilitators for purchase was undertaken.

Findings
– The research highlighted some very interesting dynamics in relation to condom retailing in Vietnam. Condoms are not always made easy to purchase, through both the merchandising and other choices made by the retailers. While accessibility to condoms is no longer an issue in urban Vietnam considering the increase of condom retailing outlets, lack of easy access is highly problematic and may interfere with actual condom obtainment. As sex is still a taboo topic in Vietnam, this is a serious concern for social marketing in the sexual and reproductive health domain.

Practical implications
– Given the capacity to portray taboo topics in Vietnamese media context, social marketing will be challenging. The development of a social marketing strategy for macro-, meso- and microlevels will be necessary for successful social marketing. Stigma associated with safe-sex practices and condom use may require a consideration of a social norms social marketing campaign.

Originality/value
– This research is the first of its kind in the Vietnamese context. While there are a large number of non-governmental organisations campaigning in the region, safe-sex practices and condom use within the general population remains a concern. This research demonstrates that access and availability are key components of the social marketing mix.
Best practices in social marketing among Aboriginal people
Authors: Madill Judith , Wallace Libbie , Goneau-Lessard Karine , Stuart MacDonald Robb , Dion Celine 
Published: August 2014

Purpose
– The purpose of this paper is to identify, summarize and assess literature focused on developing social marketing programs for Aboriginal people.

Design/methodology/approach
– The authors conducted a literature search and review of research papers concerning social marketing and Aboriginal populations over the period 2003-2013.

Findings
– The research reveals very little published research (N = 16). The literature points to a wide range of findings including the importance of segmenting/targeting and avoiding pan-Aboriginal campaigns; cultural importance of family and community; the importance of multi-channels; universal value of mainstream and Aboriginal media outlets, use of print media, value of elders and story-telling for message dissemination; increasingly important role of Internet-based technology; need for campaign development to reflect Aboriginal culture; and importance of formative research to inform campaign development.

Social implications
– Considerable research is warranted to better develop more effective social marketing campaigns targeted to Aboriginal audiences to improve health outcomes for such groups across the globe.

Originality/value
– This paper provides a baseline foundation upon which future social marketing research can be built. It also acts as a call to action for future research and theory in this important field.