bluuebunny/crossref_metadata_2025_split huggingface dataset:
New aspects of research to assess and manage critical incidents in service encounters
Authors: Padin Carmen , Svensson Göran , Otero-Neira Carmen , Høgevold Nils 
Published: February 2015

Purpose
– The objective of this paper is to describe the teleological actions needed to assess and manage critical incidents that cause negative emotions in service encounters. Teleological actions are movements into the future that are believed to be move either towards a predictable/known or unpredictable/unknown state or condition. The authors distinguish between, define and apply three categories: transformative – ad hoc and present-based actions; formative – pre-determined and past-based actions; and rationalist – goal-directed and future-based actions.

Design/methodology/approach
– A qualitative study, based upon a two-phase approach applying convenience and judgemental sampling, was used. Focussing on one teleological theory, a process of abductive matching was applied throughout the study. Abductive matching refers to recurring themes, patterns and categories that are uncovered through the iterative processes of analysis. The teleological framework structured and guided the data collection and empirical observations.

Findings
– Seen through the perspective of teleological actions, the study enhances our understanding of the manner in which critical incidents generate negative emotions in service encounters. Through the same perspective, the investigation also reveals that the outcome of a negative service encounter depends upon the interactive interface between service provider and service receiver.

Research limitations/implications
– The teleological actions between service providers and service receivers in negative service encounters appear to be mediators between cause-and-effect on the one hand (critical incident and negative emotions) and a perceptual gap on the other (outcome of negative service encounter). The teleological perspective also provides numerous opportunities for further research in this area.

Practical implications
– Managers should strive to understand the teleological actions potentially undertaken by service receivers, so that they can deal with the teleological actions of their front-line staff accordingly. The interactive interface between a service provider and a service receiver is crucial in assessing and managing critical incidents.

Originality/value
– Based on teleological actions, the investigation provides both a valuable and complementary contribution on assessing and managing critical incidents and the negative emotions that are often triggered in the service-encounter interface between a service provider and a service receiver. Providers also need to educate their staff on what can occur and on how to react appropriately.
Examining the effects of vacation ownership product attributes on customer satisfaction
Authors: Gregory Amy M , Parsa H.G. , Nusair Khaldoon , Kwun David J , Putrevu Sanjay 
Published: February 2015

Purpose
– This research aims to propose a model that may be used to classify product attributes according to their effect on customer satisfaction within the services industry. It also aims to apply the model to vacation ownership products and to explore attributes related to both the purchase and use of the product: an owned luxury product.

Design/methodology/approach
– Data from 3,231 vacation ownership customers of multiple international companies were analyzed using a modified Kano model and related questionnaire.

Findings
– This study reveals the effect that specific product attributes have on customer satisfaction. It addresses previously unexplored attributes (i.e. sales techniques and hotel program benefits), confirms others previously identified with customer satisfaction (i.e. amenities, exchange benefits, hotel affiliation and vacation counselors) and reveals those that had no incremental effect on overall satisfaction (i.e. financing and activities).

Practical implications
– Results of this study suggest that attributes have varying effects on customers’ overall satisfaction and submit that companies may wish to focus their efforts in particular areas to maintain or improve overall satisfaction. Doing so may create opportunities for companies to increase satisfaction, operate more efficiently or distinguish themselves within the marketplace.

Originality/value
– This research is the first comprehensive examination of customer satisfaction related to the purchase and consumption of an owned luxury vacation product, reveals misconceptions related to certain product attributes, uncovers previously unidentified attributes, provides a model for examining customer satisfaction that could be applied across lodging products and provides a benchmark for future studies.
A disaster resilient built environment in urban cities
Authors: Malalgoda Chamindi , Amaratunga Dilanthi 
Published: February 2015

Purpose
– This research aims at making recommendations to empower the Sri Lankan local governments in creating a disaster resilient built environment. Disasters make a huge impact on the built environment. In turn, failure of the built environment can create significant impacts on social and economic activities. Thus, when moving towards safer cities, it is important to develop the built environment in such a way that it can withstand threats posed by natural disasters. Various stakeholders need to get involved in the process of making a disaster resilient built environment, of which the local governments need to play a critical role, as they are the closest government body to the local community. However, local governments are facing a number of challenges in responding to city resilience activities.

Design/methodology/approach
– The research adopts case studies as its research strategy and investigates three cities in Sri Lanka which are potentially vulnerable to disasters. A number of expert interviews have also been conducted to supplement the case study findings.

Findings
– The paper presents the challenges faced by the Sri Lankan municipalities in creating a disaster resilient built environment and provides recommendations to empower municipalities to effectively contribute to city resilience. The paper suggests amending policies related to establishment of municipal councils and disaster management to provide more authoritative powers for municipalities to effectively engage in city resilience building. Findings also revealed the importance of addressing financial and human resource issues, which were the main drivers of hindrance. Furthermore, all relevant urban development plans, risk maps, disaster resilient planning, construction and operation guidelines and resilient land use practices need to be integrated into existing planning and building regulations, and proper monitoring and control mechanisms have to be established to ensure compliance with the regulations. In doing so, it is important to raise awareness of council officials of disaster risks and resilient practices by way of organising educational programmes such as seminars and workshops. It is also suggested that municipal officials should be involved in national-level decision-making with regard to their local areas and to establish proper communication channels to exchange decision and information related to city resilience.

Research limitations/implications
– The paper is based on case studies in three cities and a number of expert interviews, which are limited to the Sri Lankan context. Inputs from other cities from developed countries may further validate the recommendations.

Originality/value
– The paper highlights the challenges faced by the local governments in creating a disaster resilient built environment within Sri Lankan cities and provides recommendations as to how the local governments could be empowered in creating a disaster resilient built environment within cities.
Determining factors of environmental education in Spanish universities
Authors: Larrán Manuel , Andrades Javier 
Published: February 2015

Purpose
– This study aims to analyze the main factors that might determine the extent to which Spanish organizational management educators use environmental stand-alone subjects to equip students with alternative views of business. To give a more qualitative study, this paper also provides a more detailed curriculum analysis from a double point of view: first, the authors analyze the environmental integration in curricula by means of the presence of environmental embedded subjects. On the other hand, the authors analyze the main environmental topics covered by curriculum of Spanish universities.

Design/methodology/approach
– A Web content analysis and non-parametric mean comparison statistics of the curricula of undergraduate degrees at all universities in Spain was conducted.

Findings
– One of the main conclusions of this paper is that public universities in Spain are more likely to require an environmental course than private universities. Other factors, such as size, political orientation or chairs/research institutes are not statistically explanatory of environmental education. Another important finding is that environmental training in management courses offered by Spanish universities is still relatively underdeveloped. Comparatively, the authors found that the most common method of teaching environmental issues in Spain is by means of embedded subjects (horizontal integration) in comparison with stand-alone subjects (vertical integration) as a response of the necessity of providing a systemic and holistic approach toward environmental aspects. From this perspective, the main topics covered in curriculum are environmental management, sustainable tourism, environmental economy or environmental impact.

Originality/value
– There is a lack of empirical research focuses on analyzing determinant factors to environmental education in management undergraduate curricula of Spanish universities. Indeed, most of previous studies provide a descriptive review of environmental courses in management education.
Capstone interdisciplinary team project: a requirement for the MS in sustainability degree
Authors: Jiji Latif M. , Schonfeld Irvin Sam , Smith George A. 
Published: February 2015

Purpose
– This paper aims to describe experience gained with a required six-credit year-long course, the Capstone Interdisciplinary Team Project, a key component of the Master of Science (MS) in Sustainability degree at the City College of New York. A common feature of sustainability problems is their interdisciplinary nature. Solutions to sustainability problems often require professionals with different training and backgrounds to work as a team. A sustainability curriculum should provide students with the skills needed to competently participate in an interdisciplinary team.

Design/methodology/approach
– Instructors drawn from different departments and divisions of the college developed a pool of sustainability-focused Capstone projects and acted as mentors to teams of students with diverse undergraduate backgrounds. Students attended workshops designed to provide training in teamwork, research and report preparation. An independent evaluator designed an evaluation protocol to assess the course’s impact both while it was implemented and after the course was concluded.

Findings
– Early experience with the program strongly indicates that the Capstone project requirement is an effective learning tool. However, identifying qualified mentors, developing suitable projects, assembling teams and administering the Capstone course are demanding tasks. Although students often experience difficulties in the early stages of their work, they ultimately express satisfaction and appreciation for the skills learned in the course.

Practical implications
– The inclusion of a capstone team project in a graduate sustainability curriculum is strongly recommended. Adopting such a course requires significant effort and sustained faculty engagement.

Originality/value
– Although there is considerable experience with undergraduate engineering Capstone course requirements, little is known about interdivisional capstone requirements at the level of master’s degree in Sustainability. This paper details new and relevant experience helpful to the implementation of such a requirement.
Quest for a sustainable university: a review
Authors: Amaral Luís P. , Martins Nelson , Gouveia Joaquim B. 
Published: February 2015

Purpose
– The paper aims to deliver a general review of the methods used to pursue the concept of a “sustainable university”.

Design/methodology/approach
– The research was Internet based, and it included research papers, books, conference proceedings, technical reports and Internet Web sites. The review was divided in two main parts: sustainability implementation methods and assessment and report tools. In turn, the practices used on universities to implement included more “traditional” environmental sustainability initiatives and a more updated sustainable management systems.

Findings
– Because “traditional” sustainability environmental sustainability initiatives have flaws, more recent tools were developed to help manage sustainability. Two sustainability management systems specifically oriented to universities are outlined on this paper. They both highlight the advantage of disposing a systematized management system; the need of address environmental issues and putting special attention on the use of resources, especially energy, on campus buildings; the social responsibility of the institution; and educational and research sustainability activities that must be taken on universities. Managing sustainability in a university would be facilitated if the procedure used to implement sustainability is aligned with the tool used that assesses its performance.

Originality/value
– The paper presents an updated review of the efforts that universities have made in contributing to a sustainable development. It includes methods and tools used to manage sustainability within a university, including the ones used to implement, assess and report it. The paper also intends to highlight the need of consistency and coherence between the implementation method and the assessment and report tools.
Barriers to energy efficiency and the uptake of green revolving funds in Canadian universities
Authors: Maiorano John , Savan Beth 
Published: February 2015

Purpose
– The purpose of this paper is to investigate the barriers to the implementation of energy efficiency projects in Canadian universities, including access to capital, bounded rationality, hidden costs, imperfect information, risk and split incentives. Methods to address these barriers are investigated, including evaluating the efficacy of revolving funds.

Design/methodology/approach
– Senior administrators of 15 Canadian universities were interviewed, making use of both structured and open-ended questions. As university executives and senior technical directors are responsible for investment in energy efficiency at Canadian universities, these individuals were the focus of our study.

Findings
– The results offer a curious contradiction. While “Access to Capital” was found to be the largest barrier to energy efficiency in Canadian universities, and while respondents agreed that green revolving funds are both an effective method to address these capital funding constraints, and may be an effective method to implement energy conservation projects at their university, only 2 out of the 15 universities interviewed and 7 out of the 98 universities in Canada currently make use of a green revolving fund. A general reluctance at Canadian universities to formalize processes to prioritize energy efficiency limits the associated benefits of mechanisms such as revolving funds to institutionalize energy efficiency and reduce long-term energy use.

Practical implications
– To provide insights into barriers to energy efficiency in universities and methods to address them, including the efficacy of revolving funds.

Originality/value
– This research is one of the first to investigate the efficacy of revolving funds to confront barriers to energy efficiency. The findings, implications and recommendations are valuable to organizations, university administrators, researchers and practitioners implementing energy efficiency measures.
A framework for Interlibrary-loan implementation (in one semester)
Authors: Irwin John , Favaro Sharon 
Published: February 2015

Purpose
– The purpose of this paper is to provide a framework for implementing and “going live” with a new interlibrary loan system (ILL), ILLiad Document delivery system and RAPID ILL, in one semester.

Design/methodology/approach
– This paper provides a framework for implementing ILLiad and RAPID ILL through conducting a needs assessment, review of the existing practices and selection process of hardware/software, collaboration with stakeholders within the library and university for implementation, training and “going live”.

Findings
– This paper demonstrates how to implement a new interlibrary system in one semester. There are many benefits to implementing and “going live” in one semester. Staff training coupled with “going live” is essential to retain the new skill set and put it into practice. Finally, the most immediate and important impact of the new system was giving the university community (students and faculty) expanded access to collections and providing an overall better user experience.

Originality/value
– This article provides a framework for other libraries to use as a model when considering implementing a new ILL system, such as ILLiad and RAPID ILL, in the course of one semester.
Assessing the value of ILL to our users: a comparative study of three US libraries
Authors: Little Micquel , Leon Lars 
Published: February 2015

Purpose
– This study aims to combine the patron perception of the interlibrary loan services offered in three libraries: an ARL campus, a small private liberal arts campus, and a large state public library. The goal was to have a vehicle for gathering both satisfaction and value information for each of the services provided by a resource-sharing operation to cross-analyze patron perceptions, satisfaction and value placed on resource sharing at each institution.

Design/methodology/approach
– A survey was created to gather the information desired, and it was designed to be completed in less than 15 minutes. The survey wording was adjusted depending on the individual participating organization to provide appropriate text for the local patrons. However, the basic content was similar for each library. The survey included an optional field where the patron could enter their name to allow follow-up as desired. It also included an open question to capture anything else the previous questions did not.

Findings
– This case studies finding include recognition of recurring features found valuable to library patrons utilizing all three institutions: access, speed and people. Each library was able to identify areas of strength and areas to improve upon within their services. Each library also gained insight into their patrons’ perceptions of the resource-sharing services offered. This insight is being used for further assessment studies, as well as to implement changes on each local campus.

Originality/value
– This study provides insight and data into resource-sharing assessment as related to patron value. As the literature review shows, no studies of this kind have been done recently or across the institutions included: small private academic, large research academic or large public library.
British Library Document Supply: an information service fit for the future
Authors: Appleyard Andrew 
Published: February 2015

Purpose
– The purpose of this study is to describe how the British Library Document Supply Service (BLDSS) is responding to changes in the provision of research content, redefining its services to suit varying audiences’ requirements and building on a flexible technology platform.

Design/methodology/approach
– This study is descriptive in nature.

Findings
– The British Library is responding well to the current competitive environment for Inter Library Loan (ILL) and document supply.

Originality/value
– This study includes an up-to-date assessment of the BLDSS and the changes, driven by the changing landscape, that are taking place.
Interlending and document supply: a review of the recent literature: No 88
Authors: McGrath Mike 
Published: February 2015

Purpose
– This paper aims to review the current LIS literature for document supply, resource sharing and other issues such as open access (OA) that have an impact upon the service.

Design/methodology/approach
– The approach is based on the scanning of about 150 journals, reports, websites and blogs.

Findings
– Lorcan Dempsey from OCLC looks into the future. Patron-driven acquisition and pay per view continue to receive much attention. There is considerable debate on the development of OA as the pace increases; of particular interest is Schöpfel on the impact of OA on document supply.

Originality/value
– This is the only regular literature review that focuses on interlending and document supply and related issues.