bluuebunny/crossref_metadata_2025_split huggingface dataset:
The servicescape as an antecedent to service quality and behavioral intentions
Authors: Hooper Daire , Coughlan Joseph , R. Mullen Michael 
Published: July 2013

Purpose
– The purpose of this paper is to examine whether the servicescape should be subsumed as a dimension within service quality conceptualizations or whether it is a unique construct in itself which precedes service quality evaluations and behavioral intentions. The authors both propose and operationalize this model and in doing so make a theoretical contribution by demonstrating how a delineation between these two constructs is necessary in order for theory to progress in this area.

Design/methodology/approach
– A total of 355 customers were intercepted as they exited a retail store and surveyed using a structured questionnaire. The data were then analyzed using structural equation modeling to test the research hypotheses.

Findings
– This paper finds that it is more appropriate to model the servicescape as a separate construct which precedes service quality thus highlighting a need for a demarcation to be made between these important constructs. In addition, the authors find that design is a significant contributor to behavioral intentions further confirming the necessity to manage service environments in order to generate repatronage behaviors.

Practical implications
– Service providers should consider the influence of store environments in shaping service quality perceptions and their subsequent impact on behavioral intentions.

Originality/value
– The paper adds to the existing literature by disentangling the complicated relationships between service environments, service quality and behavioral intentions. Furthermore, the findings indicate to practitioners which aspects of the servicescape require attention so as to maximize repatronage intentions.
Managing customer misbehavior: challenges and strategies
Authors: C. Harris Lloyd , Daunt Kate 
Published: July 2013

Purpose– In this study the authors aim to explore the impact of customer misbehavior on frontline employees and managers and to elucidate the management tactics and strategies that managers employ in an attempt to minimize the impact of customer misbehavior on the workplace.Design/methodology/approach– Following a discussion of the research design and methodology employed, the findings of 88 in-depth interviews are presented.Findings– These data suggest that customer misbehavior impacts on frontline employees, managers, and managerial strategies. Three main effects of customer misbehavior on customer-contact employees are uncovered: physiological, cognitive, and attitudinal. These are connected with four main management challenges: conflicting pressures, recruitment and retention, counseling and motivation, and time expenditure. Finally, data analysis finds evidence of six main ways in which managers attempted to reduce or to alleviate harmful customer misbehavior: selective recruitment, changes to training and induction procedures, enhanced rewards, work-team design, increase counseling, and alterations to the servicescape.Practical implications– The authors recommend that practitioners undertake a misbehavior audit that explores not only the extent of customer misbehavior but also the mechanisms, systems, and procedures the organization has for identifying, recording, and attempting to minimize the effects of dysfunctional customer behavior.Originality/value– This study contributes insights into how customer-contact personnel and managers are both affected and cope with customer misbehavior. These insights are helpful for service managers faced with customer misbehavior and academicians interested in how employees respond to contemporary customers.
An examination of consumers
'
resistance to computer-based technologies
Authors: G. Patsiotis Athanasios , Hughes Tim , J. Webber Don 
Published: July 2013

Purpose
– This paper aims to provide a better understanding of non-adoption of technological interfaces. The majority of diffusion research on technological innovations does not distinguish clearly between non-adoption and resistance behavior and assumes a symmetrical or linear relationship between the positive and negative influencing factors. As a result, it has not recognized the different types of non-adoption.

Design/methodology/approach
– The determinants of customers
'
propensity to adopt or not to adopt computer-based technologies were examined in the context of internet banking. Several multivariate analysis methods were combined to examine the dimensionality of the constructs involved and their explanatory power on customer intentions and usage behavior.

Findings
– The resulting five dimensions revealed new links that help to explain customer intention in relation to usage behavior. The results reveal that some of the factors explaining non-adoption are not the opposite of those explaining adoption behavior and that others influence positively both behaviors. It is also found that pre-adoption behavior may be different from usage behavior and that delay behavior may be characterized by different phases.

Research limitations/implications
– The findings of this exploratory study suggest new evidence on non-adoption behavior that may stimulate further research inquiry.

Practical implications
– Recognizing these different aspects of customer behavior in relation to adoption/non-adoption has implications for managers involved in utilizing the internet as a channel for customer service.

Originality/value
– This study examined diffusion of innovation from a different angle, looking at non-adoption behavior which may sometimes be the result of some kind of resistance.
Impact of female legislators on support for honest government
Authors: Chen Li‐Ju 
Published: July 2013

PurposeGiven that female candidates benefit more from an election based on a proportional representation system as opposed to a plurality system and the extent of corruption may not change much across a crude classification of electoral systems, this study attempts to connect the level of corruption to the proportion of female legislators by introducing the electoral rules as an instrument for the latter variable.Design/methodology/approachThis paper uses electoral rules as an instrument for the elected women to clarify the causality of women on corruption since a country with a high number of female legislators may simply have superior economic performance, which may reveal a simultaneous preference for gender equality and clean government. Section 2 describes the relationships between corruption and women. Section 3 provides the empirical specification by first building a channel from the electoral rules to elected women and then investigating the influence of female legislators on the level of corruption. This section also provides a description of the data. Section 4 presents the results of the analysis. Section 5 concludes.FindingsThe results show that having more women in parliament results in more honest government, which is very likely to be causally evident.Originality/valueThis study investigates whether more seats taken by female parliamentarians results in a less corrupt government. While a large and growing body of research on this issue claims that there is a link between a higher level of female representation in government and lower levels of corruption, it is uncertain if a causal relationship can be established. This study attempts to provide evidence by building a channel from electoral rules and gender quotas to the fraction of female legislators, while consequently investigating the impact of female legislators on corruption. Based on the countries contained in this study, the results suggest that the presence of female parliamentarians apparently has a significantly negative effect on the level of corruption, which is very likely to be causally evident.
The critical role of marketer's information provision in temporal changes of expectations and attitudes
Authors: Ha Hong‐Youl , Denise John J. , John Joby , Kim Nam‐Yun 
Published: July 2013

PurposeThis study aims to examine the changes in expectations and attitudes toward a brand over time. Furthermore, since consumers are able to change their previous judgments with information provided by a firm or dealer, the study seeks to examine moderator effects of such new information on an expectations‐attitude model.Design/methodology/approachUsing a longitudinal study of automobile consumers, the study demonstrates significant carryover, and moderating effects of information provision on temporal changes in expectations and attitude.FindingsThe findings contribute to understanding the time dependency and the dynamic nature of consumer expectations and attitudes. New information provided during direct contact by the marketer updates consumers' (previous) expectations and, consequently, such new information updates consumer attitudes toward the brand.Practical implicationsAs consumers' attitudes change over time, marketers should focus on reinforcing attitude toward the product. It would be desirable to design information for consumers to improve a favorable attitude toward the product. In the current example, as sports utility vehicle markets get more competitive, it is critical to create consumer‐focused information.Originality/valueThis study provides two important contributions to the understanding of the time dependency of consumers' expectations, evaluations and attitudes.
Clusters, networks and firms' product success: an empirical study
Authors: Giuliani Elisa 
Published: July 2013

PurposeThis paper aims to analyze the relationship between different kinds of networking and the performance of firms in industry clusters. In particular, it studies the importance of local embeddedness and external openness for product success in two wine clusters in Chile and Italy.Design/methodology/approachThe analysis is based on original firm‐level data. A case‐study methodology is combined with econometric analysis.FindingsThe empirical analysis shows that local embeddedness positively influences the development of successful products, but with decreasing returns. More importantly, however, the author finds that external openness is more significant than local embeddedness for explaining firm success.Practical implicationsThe paper has implications for managers not working in current “hot spots” who are keen to transform their environments into thriving economies. The author recommends that managers look beyond the local context and establish extra‐cluster linkages with relevant knowledge sources, which may vary from sector to sector. Managers should tap into local knowledge but avoid local over‐embeddedness.Originality/valueThe paper contributes to the understanding of how and whether networks influence the performance of cluster firms.
Public policy innovations: the case of undeclared work
Authors: Williams Colin C. , Windebank Jan , Baric Marijana , Nadin Sara 
Published: July 2013

PurposeFor many decades, European national governments sought to stamp out undeclared work using a repressive approach. In the changing economic context of declining employment participation rates, however, the European Commission has called for a new approach to transform undeclared work into declared work. This necessitates public policy innovations. The aim of this paper is to evaluate the degree to which this European Commission call for policy innovation has been adopted by European national governments.Design/methodology/approachTo evaluate this, the results are reported of an e‐survey conducted in 2010 of 104 senior stakeholders from government departments, trade unions and employer organisations in 31 European countries, and 24 follow‐up in‐depth interviews.FindingsThe finding is that although European nations have responded to the changing economic context and the resultant call by the European Commission for a new approach by adopting an array of innovative new policy measures to facilitate the declaration of undeclared work, stamping out such endeavour through repression measures remains the principal approach in most nations.Research limitations/implicationsUntil now, few studies have evaluated critically the different policy approaches adopted by European national governments to tackle undeclared work. This paper fills that gap.Practical implicationsThis paper reveals that if undeclared jobs are to be transformed into declared jobs and economic inclusion promoted, national governments will need to accord more priority to innovative new policy measures to legitimise declared work than is currently the case.Originality/valueThis is the first critical evaluation of whether the European Commission call for innovative new policy measures when tackling undeclared work has been implemented.
Linking the unlinked: knowledge‐based perspective on non‐routine change
Authors: Ritala Paavo 
Published: July 2013

PurposeFirms operating in contemporary hypercompetitive environments have to seek series of temporary advantages, sometimes requiring them to move beyond their current knowledge domains. The existing knowledge‐ and capability‐based views have certain shortcomings in terms of explaining firm competitiveness in such situations. In order to narrow this gap, this study aims to put forward a “knowledge‐based perspective on non‐routine change” to explain how firms can generate innovative processes and outcomes that are disconnected from their current knowledge and capability base.Design/methodology/approachThe study is a conceptual theory‐development paper, which is based on the recent knowledge‐based and capability approaches, and on other relevant literature related to non‐routine change in organizations.FindingsNon‐routine change is defined here as a process and an outcome that is disconnected from the firm's current knowledge and capability base. The process involves the detachment from the firm's current knowledge and capability base, the identification of certain types of disconnected knowledge (slack, unrelated, unused, or unknown), and the leverage and combination of such knowledge in the search for novel, non‐routine change outcomes.Originality/valueThe novelty of this paper lies in its view on firm‐level competitiveness in situations in which the existing knowledge and capability bases are of little value. The study proposes a categorization that explains what types of disconnected knowledge assets are particularly useful in such a process, and identifies where they are likely to be located. Thus, the study provides new insights into the management of knowledge related to non‐routine change in organizations.
Innovation in industrial districts: evidence from Italy
Authors: Capasso Marco , Morrison Andrea 
Published: July 2013

PurposeThe recent transformations brought about by the globalisation of markets have increased the competitive pressure for firms operating in traditional sectors, and in particular for those in industrial districts. The authors' aim is to understand the extent to which firms responded to these new challenges. More particularly, they investigate the determinants of innovation at firm level focusing on the role of firm's outsourcing strategies.Design/methodology/approachDrawing on an original firm‐level dataset, the authors analyse the determinants of innovation in a typical Italian industrial district, i.e. the hosiery district of Castel Goffredo in the Third Italy. They apply econometric techniques, in particular OLS and Tobit models.FindingsThe authors' findings suggest that industrial districts are evolving towards a differentiated organisational structure in which innovation is driven by firms, which are focused on core competences and high valued added activities.Research limitations/implicationsThe authors' results should be interpreted with some caution, since the cross‐sectional design of their data does not allow them to fully control for potential reverse causation effects, which might be relevant for some of the explanatory variables. Their data do not allow them to include additional instrumental variables, thus they cannot control for endogeneity. Therefore, their interpretation is limited to comment the extent and regularity of the relation between dependent and explanatory variables.Practical implicationsThe evidence presented in this study corroborates some arguments highlighted in the current debate about the evolution of industrial districts. A network‐based organisation is the dominant organisational structure. The authors have some evidence on the importance of size as driver of innovation.Originality/valueThe authors find original evidence at firm level on the relation between organisational change, in the form of outsourcing, and innovation in the context of an industrial district. They also find empirical support to arguments debated in the recent policy debates on whether small firms can be regarded as engines of innovation in industrial districts.
Analysis of the determinants of consumers' m‐commerce usage activities
Authors: Chan Felix T.S. , Yee‐Loong Chong Alain 
Published: July 2013

PurposeThe purpose of this paper is to examine the factors examining the determinants of users' mobile commerce (m‐commerce) usage activities.Design/methodology/approachData were collected from 402 users in Malaysia, and structural equation modelling analysis was employed to test the research model.FindingsThe results showed that different demographic, motivation and security perceptions variables have different relationships with the types of m‐commerce usage activities.Practical implicationsThe results from this study will be useful for m‐commerce companies in formulating appropriate marketing strategies, as well as developing appropriate applications that will attract more consumers.Originality/valueAlthough past literatures have focused on technological aspects of m‐commerce, few studies have examined the applications and strategies of m‐commerce. Furthermore, most studies on m‐commerce adoptions have focused on the relationships between technology adoption factors and behavioural intentions of users. There are few studies which have investigated the actual m‐commerce usage activities of users.
“Gone too soon”: did Twitter grieve for Michael Jackson?
Authors: Sian Lee Chei , Hoe‐Lian Goh Dion 
Published: July 2013

PurposeGrieving resulting from death is a painful process and individuals invariably seek support to help them through this difficult period. The purpose of this paper is to investigate the role microblogs play in providing social support following the death of a public figure, Michael Jackson, “the King of Pop”.Design/methodology/approachIn total, 50,000 tweets from the first 12 days after Jackson's death were harvested from Twitter. A content analysis using a coding instrument characterizing a set of social support categories was conducted. Categories not related to social support were also inductively constructed and applied to the tweets.FindingsTwitter was primarily used for providing informational support, followed by emotional support. Surprisingly, categories not normally associated with grieving, such as spreading of rumours, expressions of hatred, and spam, also occupied a large proportion of tweets.Practical implicationsResults suggest that microblogging has the potential to facilitate the grieving process and in some aspects of social support. However, information quality could be an issue that calls for better information management tools.Originality/valueThere has been little work done in examining microblogs as platforms for grieving in general, and more specifically, for providing social support during bereavement. The present research is timely, as we seek to understand the role microblogs play in the grieving process.
Integrating student projects with real‐world problems: the case of managing commodity price risk
Authors: Zsidisin George A. , Hartley Janet L. , Collins Wesley A. 
Published: July 2013

PurposeIn this article, the authors aim to describe an approach used in a purchasing/supply management course at their university that provides students with a realistic, problem‐based learning experience with client involvement while maintaining consistent learning outcomes and a manageable faculty workload term after term. Students use a standardized approach to assess commodity price risk and decide upon an effective risk management strategy. The specific commodity that students analyze is selected by client companies who then actively participate in the course.Design/methodology/approachAn illustrative case is presented describing how universities can partner with companies to integrate student projects into the curriculum using a standardized, repeatable process.FindingsThere are numerous benefits obtained for students, faculty, universities, and companies when engaging in commodity price analysis and risk management projects. These include the applied learning for students, providing new insights to companies, networking opportunities for students and companies that may lead to hiring, fostering closer relationships between universities and companies, providing research contacts and opportunities, and ensuring that the course is repeatable each semester.Originality/valueThe authors' approach capitalizes on the realism of client involvement while reducing the variation in learning outcomes and increased workload introduced by doing different types of client‐based company projects each term.
An analysis of supply chain related graduate programmes in Europe
Authors: Cevik Onar Sezi , Aktas Emel , Ilker Topcu Y. , Doran Des 
Published: July 2013

PurposeMotivated by a lack of studies in graduate level supply chain education, this research aims to explore trends in supply chain‐related graduate programmes in Europe and to propose a framework for designing such programmes.Design/methodology/approachThe authors determine “knowledge” and “skills” areas applicable to supply chain management (SCM) education and analyse supply chain‐related graduate programmes published by the European Logistics Association in 2004. They revisit the same programmes in 2011 to determine the recent situation and the trends. The authors use cluster analysis to reveal the similarities and differences among these programmes.FindingsThe authors find two distinct clusters: focused and diversified. Focused programmes offer modules in knowledge and skills areas apart from SCM at a negligible level and place more emphasis on SCM in 2011 when compared to 2004. Diversified programmes show a similar increase in the emphasis on SCM with more variety in the knowledge and skills areas.Research limitations/implicationsThe authors' findings are based on SCM programmes delivered in Europe and over two discrete time periods. Future research should seek to extend this analysis to other continents with larger samples and incorporate the industry perspective to determine the potential gap between what programmes offer and what industry requires.Practical implicationsSCM‐related graduate programmes continue to redefine themselves. Clustering predominantly serves the universities in re‐assessing and re‐engineering their programmes, helps prospective graduates in their selection process and assists managers in their recruitment practices.Originality/valueThis paper establishes a baseline for assessing SCM‐related graduate programmes with respect to the knowledge and skills they offer and introduces a framework that may serve as a starting point for the design and positioning of such programmes.