bluuebunny/crossref_metadata_2025_split huggingface dataset:
How retailer coupons increase attitudinal loyalty – the impact of three coupon design elements
Authors: Wierich Ralf , Zielke Stephan 
Published: August 2014

Purpose
– The aim of this paper is to investigate how different design elements of retailer coupons increase the attitudinal loyalty towards retailers.

Design/methodology/approach
– Three design elements are manipulated in a 2x2x2 experimental design. Data is analysed using structural equation modeling.

Findings
– The results demonstrate that addressing customers personally and face value have a positive impact on attitudinal loyalty. Surprisingly, the positive effect of personalization is stronger than that of typical variations in face value. In contrast, a high minimum purchase amount restriction has a negative total effect on loyalty and neutralizes the positive effects generated by personalization. The results illustrate further that personalization influences loyalty via self-reference and enjoyment independently of any cognitive evaluation of the coupon, while face value and the minimum purchase amount require at least some cognitive processing to have a loyalty impact.

Research limitations/implications
– Future studies can use the developed framework to test the impact of other design elements, promotion types or loyalty schemes.

Practical implications
– The results underline that personalization offers opportunities for increasing loyalty without the necessity of large investments. As these effects can occur without redemption, coupon promotions should not be evaluated based on redemption rates only.

Originality/value
– The study extends existing research by focusing on retailer coupons, analyzing the combined loyalty effects of three coupon design elements and developing a framework to analyze direct and indirect loyalty effects as well.
Perceptions of fair treatment in financial services
Authors: F. Devlin James , Kumar Roy Sanjit , Sekhon Harjit 
Published: August 2014

Purpose
– The purpose of this article is to derive, test and validate a comprehensive, inclusive measure of perceptions of fairness in consumers of financial services, as current attempts to measure fairness in a broad-based multi-dimensional manner are underdeveloped.

Design/methodology/approach
– A quantitative approach where a large-scale sample of the perceptions of financial services consumers is taken in three periods. Subsequently, exploratory and confirmatory factor analysis are used to analyse the data.

Findings
– Fairness comprises three distinct but related elements, namely, procedural, interactional and distributive fairness, and further sub-dimensions are also apparent. The measurement scale exhibits a high degree of validity and reliability and represents a robust measure of fairness perceptions.

Research limitations/implications
– Previous conceptual suppositions as to the multi-dimensional nature of fairness are strongly supported. A comprehensive scale is provided for fellow researchers to utilise in other settings. The main limitation is that the measures were tested in a single context, although this is offset by the large scale of the pilot exercise and multiple waves of data collection.

Practical implications
– Perceptions of fairness can be measured accurately and tracked, measures for sub-dimensions of fairness can be compared and differences among sectors and demographic segments can be explored. Perceptions of fairness can be related to factors such as trust and purchase intentions in addition to other attitudinal measures.

Originality/value
– The fairness measure developed, tested and validated here is the most comprehensive, multi-dimensional measure of fairness available that the authors know of. As such, it represents a valuable conceptual contribution to the assessment of perceptions of fairness.
The role of meta-perceptions in customer complaining behavior
Authors: Tojib Dewi , Khajehzadeh Saman 
Published: August 2014

Purpose
– This study aims to demonstrate that meta-perceptions play a contributing role in customers’ direct complaint intention.

Design/methodology/approach
– In an exploratory study, we identified different types of meta-perceptions. In a scenario-based experiment, we tested the interaction effect of service failure attribution and the perceived service failure severity on meta-perceptions and direct complaint intention.

Findings
– After experiencing service failure, customers amplify both positive and negative meta-perceptions. Depending on how customers attribute the service failure and perceive the magnitude of service failure, they evaluate these meta-perceptions differently which then determine their subsequent actions.

Research limitations/implications
– The use of hypothetical scenarios may not capture the richness of an actual service encounter. The study is limited to two service failure contexts: cable TV connection and restaurant booking.

Practical implications
– Service managers should design marketing strategies that can elevate customers’ positive social image associated with voicing complaints.

Originality/value
– This study offers a new explanation, in that some customers do not engage in direct complaining behavior owing to meta-perceptions that they develop during service failure.
Perceived authenticity of the visitor experience in museums
Authors: Hede Anne-Marie , Garma Romana , Josiassen Alexander , Thyne Maree 
Published: August 2014

Purpose– This paper aims to investigate the authenticity concept and its antecedents and consequences within the context of museums.Design/methodology/approach– A higher-order scale of authenticity is developed and then tested for reliability and validity using a sample of museum visitors. To investigate authenticity in a model with two antecedents and two outcomes, an additional data set was collected. Hypotheses were tested using structural equation modelling.Findings– The results show that perceived authenticity of the museum, the visitor and the materials in the museum are dimensions of perceived authenticity, resonating with Bal’s (1996) research in this area. Findings also confirm that consumer scepticism and expectations are antecedents to perceived authenticity of the visitor experience in museums, and that perceived authenticity in turn affects visitor satisfaction and perceived corporate hypocrisy.Practical implications– This research provides a framework for museums to manage visitors’ perceptions of authenticity, and to plan and design exhibits accordingly.Originality/value– Our research, set in the museum context, articulates the basis of perceived authenticity, its antecedents and outcomes. This study sets the foundation for research to further explore how perceived authenticity interacts with other constructs relevant to consumption.
Board interlock networks and the use of relative performance evaluation
Authors: Hao Qian , Hu Nan , Liu Ling , J. Yao Lee 
Published: August 2014

Purpose
– The purpose of this paper is to explore how networks of boards of directors affect relative performance evaluation (RPE) in chief executive officer (CEO) compensation.

Design/methodology/approach
– In this study, the authors propose that an interlocking network is an important inter-corporate setting, which has a bearing on whether boards decide to use RPE in CEO compensation. They adopt four typical graph measures to depict the centrality/position of each board in the interlock network: degree, betweenness, eigenvector and closeness, and study their impacts on RPE use.

Findings
– The authors find that firms that have more connected board members and whose board members are connected to better connected firms are more likely to reward their CEOs contingent on their peers’ performance, indicating that information transmission along the board interlock network facilitates the adoption of RPE. This result is robust to alternative measures for board interlock networks and various types of CEO compensation. It highlights the role of interlocking directorates in disseminating information and practice of RPE use along board network.

Originality/value
– The authors use social network analysis to measure the relationships and flows between the connected nodes and study the impact on executive compensation design.
Bubble footprints in the Malaysian stock market: are they rational?
Authors: V. Nartea Gilbert , A. Cheema Muhammand 
Published: August 2014

Purpose– The purpose of this paper is to re-examine the presence of rational speculative bubbles in the Malaysian stock market in light of contradictory results presented in previous studies.Design/methodology/approach– The authors use descriptive statistics, explosiveness tests and the duration dependence test. They use an expanded data set that encompasses at least two alleged bubble episodes addressing a significant limitation of previous studies. The authors use both monthly and weekly returns addressing concerns about the sensitivity of duration dependence test results to the use of monthly versus weekly returns, as well as a battery of alternative measures of returns.Findings– The authors detect bubble footprints but they do not appear to be rational. They found no evidence of rational speculative bubbles over the sample period regardless of whether monthly or weekly returns was used. The authors suggest that if there were bubbles in the Malaysian stock market, they might have been caused by irrational investor behaviour. The authors’ results do not support the suggestion that the duration dependence test is sensitive to the use of monthly versus weekly returns.Practical implications– Despite the absence of rational bubbles in the Malaysian stock market, the faint bubble footprints detected still suggest caution for investors, as the authors cannot categorically rule out the presence of irrational bubbles.Originality/value– This paper clarifies conflicting results of previous studies. It also contributes to the literature on bubble testing by presenting new evidence from an emerging market refuting the claim that duration dependence test results are sensitive to the use of either weekly or monthly returns.
The evolution of marketing research
Authors: Morosan Cristian , T. Bowen John , Atwood Morgan 
Published: August 2014

Purpose
– The purpose of this study is to provide a domain statement for hospitality marketing research. The objectives of the study are to analyze the evolution of hospitality marketing research over the past 25 years, determine how the research paradigms changed over time in hospitality marketing relative to mainstream marketing and provide scholars with suggestions for developing and managing a marketing research agenda. The findings of this study help not only scholars involved in marketing research but also hospitality scholars across all disciplines.

Design/methodology/approach
– A content analysis of > 1,700 marketing articles is provided, with articles published in three leading hospitality journals and one mainstream marketing journal over a 25-year period. Additionally, the authors consulted leading hospitality scholars to solicit their views and suggestions on hospitality marketing research.

Findings
– The results show the evolution of hospitality marketing over a 25-year period. This provides insights into how hospitality has unique aspects, which can lead to contributions in mainstream marketing.

Originality/value
– Due to its longitudinal nature and breadth (e.g., number of journals covered), this is the most comprehensive study of hospitality marketing research. The findings of the study provide direction for all hospitality scholars as well as those involved in hospitality marketing research.
Quality indicators for a consultation-liaison psychiatry service
Authors: Wood Rebecca , P.F. Wand Anne 
Published: August 2014

Purpose
– Consultation-liaison psychiatry (CLP) researchers have not yet developed accepted quality indicators to measure efficiency or effectiveness. The purpose of this paper is to combine objective and subjective quality indicators to assess hospital-based CLP service utilisation, efficiency and effectiveness.

Design/methodology/approach
– Service utilisation rate was calculated over the service's first four years. Patient characteristics and objective quality indicators relating to response timeliness in 2012 were examined. Totally, 41 staff and 52 consecutive patients completed evaluation surveys to subjectively evaluate effectiveness.

Findings
– The utilisation rate increased initially and then slightly declined to 1.03 per cent of all hospital admissions. In 2012, 91.5 per cent were seen on the same referral day and 99.4 per cent by the next day. The benchmark for urgent referrals was not met (77.4 per cent). Patients rated involvement with the CLP service a positive experience (90 per cent), but were less clear about follow-up plans (68 per cent). Staff believed that the service improved the patients’ hospital course (98 per cent) and was communicated well (93-95 per cent). Only 63 per cent agreed that relevant CLP education was provided and 76 per cent rated follow-up plans as clear.

Originality/value
– This CLP service was evaluated by measuring utilisation rates, referral response timeliness and consumer feedback. Referral to contact time is a useful objective quality indicator but should be combined with subjective yet standardised measures surveying service recipients (patients and referring staff) to be comprehensive and meaningful.
Physician recruitment and retention in rural and underserved areas
Authors: M. Lee Dane , Nichols Tommy 
Published: August 2014

Purpose– The purpose of this paper is to identify the challenges when recruiting and retaining rural physicians and to ascertain methods that make rural physician recruitment and retention successful. There are studies that suggest rural roots is an important factor in recruiting rural physicians, while others look at rural health exposure in medical school curricula, self-actualization, community sense and spousal perspectives in the decision to practice rural medicine.Design/methodology/approach– An extensive literature review was performed using Academic Search Complete, PubMed and The Cochrane Collaboration. Key words were rural, rural health, community hospital(s), healthcare, physicians, recruitment, recruiting, retention, retaining, physician(s) and primary care physician(s). Inclusion criteria were peer-reviewed full-text articles written in English, published from 1997 and those limited to USA and Canada. Articles from foreign countries were excluded owing to their unique healthcare systems.Findings– While there are numerous articles that call for special measures to recruit and retain physicians in rural areas, there is an overall dearth. This review identifies several articles that suggest recruitment and retention techniques. There is a need for a research agenda that includes valid, reliable and rigorous analysis regarding formulating and implementing these strategies.Originality/value– Rural Americans are under-represented when it comes to healthcare and what research there is to assist recruitment and retention is difficult to find. This paper identify the relevant research and highlights key strategies.
Hospital rounding – EHR's impact
Authors: Tsai Chih-Yang , Pancoast Paul , Duguid Molly , Tsai Charlton 
Published: August 2014

Purpose
– The purpose of this paper is to understand the time spent on various tasks during physician inpatient rounds and to examine the new electronic health records (EHRs) impact on time distribution.

Design/methodology/approach
– Trained observers shadowed hospital physicians to record times for various tasks before and after EHR implementation.

Findings
– Electronic records did not improve efficiency. However, task times were redistributed. Physicians spent more time reviewing patient charts using time saved from miscellaneous work.

Research limitations/implications
– The study focusses solely on work distribution and the changes it underwent. It does not include quality measures either on patient results or physician satisfaction.

Practical implications
– As EHR provides rich information and easier access to patient records, it motivates physicians to spend more time reviewing patient charts. Hospital administrators seeking immediate returns on EHR investment, therefore, may be disappointed.

Originality/value
– Unlike previous work, this study was conducted in a non-teaching hospital, providing a task-time comparison without any educational and team factor influence. The result serves as a benchmark for many community hospital managers seeking to address the same issue.
Does process flow make a difference to mortality and cost? An observational study
Authors: Silvester Kate , Harriman Paul , Walley Paul , Burley Glen 
Published: August 2014

Purpose– The purpose of the paper is to investigate the potential relationships between emergency-care flow, patient mortality and healthcare costs using a patient-flow model.Design/methodology/approach– The researchers used performance data from one UK NHS trust collected over three years to identify periods where patient flow was compromised. The delays’ root causes in the entire emergency care system were investigated. Event time-lines that disrupted patient flow and patient mortality statistics were compared.Findings– Data showed that patient mortality increases at times when accident and emergency (A&E) department staff were struggling to admit patients. Four delays influenced mortality: first, volume increase and mixed admissions; second, process delays; third, unplanned hospital capacity adjustments and finally, long-term capacity restructuring downstream.Research limitations/implications– This is an observational study that uses process control data to find times when mortality increases coincide with other events. It captures contextual background to whole system issues that affect patient mortality.Practical implications– Managers must consider cost-decisions and flow in the whole system. Localised, cost-focused decisions can have a detrimental effect on patient care. Attention must also be paid to mortality reports as existing data-presentation methods do not allow correlation analysis.Originality/value– Previous studies correlate A&E overcrowding and mortality. This method allows the whole system to be studied and increased mortality root causes to be understood.
Multi-factorial Lean Six Sigma product optimization for quality, leanness and safety
Authors: Besseris George 
Published: August 2014

Purpose– The purpose of this study is to provide a method for Lean Six Sigma (LSS) improvement projects that may aid LSS practitioners to plan and conduct robust and lean product/process optimization studies for complex and constrained products, such as those encountered in food industry operations.Design/methodology/approach– The technique is to be used for replicated LSS product experimentation on multiple effects elicited on several product traits. The authors compress replicated information reducing each response to simpler lean and robust median and range response components. Then, the desirability method is utilized to optimize concurrently location and dispersion contributions.Findings– The suggested method is demonstrated with a case study drawn from the area of food development where cocoa-cream filling for a large-scale croissant production operation undergoes a robust screening on two crucial characteristics – viscosity and water activity – that influence product and process performance as well as product safety.Originality/value– The proposed method amalgamates concepts of fractional factorial designs for expedient experimentation along with robust multi-factorial inference methods easily integrated to the desirability function for determining significant process and product effects in a synchronous multi-characteristic improvement effort. The authors show that the technique is not hampered by ordinary limitations expected with mainstream solvers, such as MANOVA. The case study is unique because it brings in jointly lean, quality and safety aspects of an edible product. The showcased responses are unique because they influence both process and product behavior. Lean response optimization is demonstrated through the paradigm.
An emergent sectoral innovation system for healthcare services
Authors: Savory Clive , Fortune Joyce 
Published: August 2014

Purpose– The purpose of this paper is to explore, through a case study, and using Pawson and Tilley's notion of context-mechanism-outcome configurations, how a sectoral innovation system (SIS) for health technologies has developed.Design/methodology/approach– The case study data were collected as part of a large study that looked at technology innovation and adoption in the UK's National Health Service and were collected using an interpretive case study methodology. Primary data came from interviews and secondary data from published sources, including articles authored by members of the innovation team.Findings– The paper identifies three specific configurations of context, mechanism and outcome that were important in the case and discusses how these contribute to a broader understanding of a healthcare services SIS.Research limitations/implications– Research conducted through a single case study is open to the criticism that its findings are not generalisable but it has offered an economical way of gaining a deep description of a situation and an understanding of the contextual factors affecting a phenomenon. The paper presents a refined model for understanding SISs that though primarily rooted within the healthcare care sector has potential for application in other sectors, especially those that encompass a significant public-sector component.Practical implications– The paper's findings and conclusions have relevance to healthcare service innovation policy development. The findings will also be useful to professionals responsible for innovation projects and their support within the sector.Originality/value– The paper makes an important contribution to the understanding of a SIS for healthcare services as well as refining a general model of SISs.