bluuebunny/crossref_metadata_2025_split huggingface dataset:
Encounter-based antecedents of e-customer citizenship behaviors
Authors: A. Anaza Nwamaka , Zhao Jing 
Published: March 2013

Purpose
– In the marketing and consumer behavior literature, much remains to be explained about customer citizenship behavior in a highly technological e-retailing context. The purpose of this paper is to present the results of a survey of 186 e-shoppers which was conducted grounded in the social exchange theory.

Design/methodology/approach
– Structural equation modeling is used to test the proposed model.

Findings
– The results provide support that e-customer familiarity with an e-store and facilitating conditions provided by an e-retailer influence e-customers
'
e-satisfaction, e-loyalty, and e-commitment with an e-retailer, all of which exert different effects on three dimensions of e-customer citizenship behavior.

Practical implications
– The results of this study offer e-retailers a way to stay ahead of their competitors by focusing on online attributes that are difficult to duplicate when it comes to customer relationship such as e-loyalty, e-commitment and e-customer citizenship behavior.

Originality/value
– This study represents one of the initial attempts to validate a customer citizenship behavior model in an e-retailing setting using e-store familiarization and facilitating conditions as the primary determinants for developing e-store attitudes and behaviors among e-shoppers.
Examine the cognitive and affective antecedents to service recovery satisfaction
Authors: Wen Biyan , Geng‐qing Chi Christina 
Published: March 2013

PurposeDrawing on consumer behavior and service marketing literature, the aim of this paper is to empirically examine how customers' justice judgment and consumption emotions affect customer relationships and their post consumption behaviors in a service recovery context.Design/methodology/approachStructural equation modeling (SEM) was adopted to test the conceptual model, using a sample of nearly 600 delayed airline passengers.FindingsPerceived justice and consumption emotions are important elements affecting customers' evaluation of service recovery. The three dimensions of service recovery justice and customers' positive and negative emotions have direct or indirect influence on customers' satisfaction with service recovery (SSR), customer trust, and their repurchase intentions and word‐of‐mouth recommendations. Theoretical and managerial implications were drawn based on the findings.Originality/valueThe current study sought to extend the existing literature by not only analyzing the effects of perceived justice and consumption emotions on satisfaction with service recovery (SSR), but also investigating how customer SSR would influence their sense of trust for the company and their behavioral intentions. In addition, many prior studies adopted experimental methods and post survey methods. Those methods have various validity problems. This study attempted to overcome those problems by using on‐the‐spot investigation methods to study customers' evaluation of service recovery in real service failure situations.
Sexual health, neurodiversity and capacity to consent to sex
Authors: Mackenzie Robin , Watts John 
Published: March 2013

PurposeThe purpose of this paper is to clarify: the law on capacity to consent to sex; ethical and legal factors in assessing decision‐making capacity of those on the autism (ASD) and neurodiverse (ND) spectrums; and the legal obligations to promote sexual health devolving to local authorities from April 2013. We make proposals to ensure socio‐sexual competence by providing appropriate sex and relationship education (SRE).Design/methodology/approachCritical legal analysis of case law and legislation on the capacity of the vulnerable to consent to sex, in the context of those diagnosed on the autism and neurodiverse spectrums.FindingsConsent to sex cannot be regarded as informed, autonomous, valid and lawful without socio‐sexual competence. Sex and relationships education should be provided to ensure socio‐sexual competence, in keeping with international conventions and national laws and policies.Research limitations/implicationsThere is an urgent need for research into the needs and experiences of people with ASD/ND and their families/carers with regard to the efficacy and tailoring of SRE strategies. This research should feed into SRE family intervention programmes (SREFIPs), developed in partnership with people with ASD/ND, their families/carers and professionals.Originality/valueThis article seeks to resolve many of the existing legal uncertainties surrounding the capacity to consent to sex and to propose novel solutions to ensure the socio‐sexual competence of those diagnosed on the ASD or ND spectrums in relation to their rights to sexual expression.
Management control of work‐life balance. A narrative study of an Australian financial institution
Authors: Murthy Vijaya , Guthrie James 
Published: March 2013

PurposeThis paper aims to understand how managers in an Australian financial institution coordinated different organisational actions for the management of the work health of employees, by adopting “work‐life balance” initiatives.Design/methodology/approachThe paper uses a narrative approach to analyse various internal and external documents and has also collected “self‐accounts” of employees.FindingsIt was found that management used “work‐life balance” initiatives to manage both the physical and emotional health of employees. Management's main focus was on community volunteering, which was satisfying for employees, but also of significant benefit to the organisation in terms of marketing and branding. Thus, management was able to use these initiatives to motivate employees to work towards organisational goals.Originality/valueThe paper contributes to the developing literature on human competence accounting by using employee “self‐accounts” to compare with organisational statements in relation to worker health.
Who benefits from training: big guy or small fry?
Authors: Hashim Junaidah , Wok Saodah 
Published: March 2013

PurposeThis study aims to measure the effectiveness of training schemes and levy utilization in terms of cognitive gain and skills changes through increased knowledge and skills intensity to improve job performance among large companies and SMEs in Malaysia.Design/methodology/approachThe study employed questionnaires as the instrument for data collection. The questionnaire was used to gather relevant information on the effectiveness of training schemes and levy utilization among companies registered under Human Resource Development Fund (HRDF).FindingsThe result of this study illustrates that the training schemes have been found to be effective in increasing the employees' knowledge and skills, as well as improving the companies' performance. SMEs' performance was better off than the large companies' after receiving the training scheme.Research limitations/implicationsEncouraging SMEs to provide training has been problematic owing to the absence of empirical data to support a causal relationship between training and business success. The present study reduces this knowledge by providing empirical data on the positive outcomes experienced by SMEs participated in various training schemes.Originality/valueThis study was conducted on prominent government‐funded training schemes in Malaysia. No previous study has been conducted on these government‐funded training schemes.
Physician Medicare fraud: characteristics and consequences
Authors: Pande Vivek , Maas Will 
Published: March 2013

PurposeCriminal Medicare and/or Medicaid fraud costs taxpayers $60‐250 billion annually. This paper aims to outline the characteristics of physicians who have been convicted of such fraud.Design/methodology/approachThe names of convicted physicians were first gathered from public databases (primarily, the OIG exclusion list). The names were further cross‐checked and verified with other public records. Details regarding demographics and the particulars of the fraud were obtained by searching court documents, media reports, the internet, and records maintained by the American Medical Association and state medical licensing boards. The paper categorizes these doctors by: age, gender, geographic location, medical school attended, and medical specialty, and compares these demographics to those of the medical profession as a whole. The paper then identifies: the specific Medicare fraud these physicians were charged with; length of prison sentence and/or probation imposed; amount of fines assessed and/or restitution ordered; and professional sanctions imposed.FindingsPhysicians convicted of criminal Medicare and/or Medicaid fraud tend to be male (87 percent), older (average age of 58), and international medical graduates (59 percent). Family practitioners and psychiatrists are overrepresented. The amount of fraud averaged $1.4 million per convicted physician. Surprisingly, despite the fact that 40 percent of such fraud compromised patient care and safety, 37 percent of physicians convicted of felony fraud served no jail time, 38 percent of physicians with fraud convictions continue to practice medicine, and 21 percent were not suspended from medical practice for a single day despite their fraud convictions.Practical implicationsThe paper makes several practical recommendations including: running as many claims as possible through predictive modeling software to detect fraud before claims are paid; developing metrics on the average rate of diagnoses and procedures by specialty to be used in the predictive modeling software; incorporating the basics of ethical billing and the consequences of fraud convictions into the medical school curriculum and testing this knowledge on the USMLE; and encouraging and/or pressuring state medical boards to hold physicians more accountable for fraud.Originality/valueThe paper categorizes doctors convicted of Medicare and/or Medicaid fraud and makes specific recommendations regarding physician training, licensing and discipline, to reduce the amount of Medicare fraud perpetrated by doctors in the future.
A regulatory clinical trial primer
Authors: Fiedler Beth Ann , Bebber Robert J. , Oetjen Reid M. 
Published: March 2013

PurposeGlobal health objectives have stimulated changes to the international vaccine market. The authors seek to suggest that modern vaccine categories will aid in the formation of standardized clinical trial processes through the implementation of suggested policy strategies.Design/methodology/approachA systematic review of literature for the period of 2000‐2010 was conducted by searching academic databases of peer‐reviewed articles (e.g. Medline, PsychInfo, and Social Science Citation Index) for multiple keywords, namely: clinical trial, regulatory standards, vaccine development, vaccine manufacturing, and vaccine distribution. The search yielded surprisingly few items that were able to provide an adequate baseline of clinical trial processes for fundamental analysis. Consequently, additional material was obtained through an exploratory literature review. The method included hand‐searching reference lists and tables of contents and search engines (Google Scholar) for national and international clinical trial regulatory processes, global health organizations, and trends in vaccine marketing.FindingsEstablishing modern vaccine designations is essential towards addressing the current trends of vaccine development. Identification of the market drivers will aid in the goal of establishing international protocols that can better position industry to streamline response in several areas including research, economic development, manufacturing, and distribution.Practical implicationsCategorization of modern vaccine development can guide the international formulation of manufacturing and distribution policy strategies to elicit a cross‐cultural global delivery system.Originality/valueThis paper contributes to academic literature threefold. It categorizes vaccines, depicts the fundamental clinical trial phases vital to global health, and provides policy options driven by modern vaccine production designations.
Regional development models using cultural heritage resources
Authors: Abankina Tatiana 
Published: March 2013

PurposeThe purpose of this paper is to introduce findings of comparative analysis and various models based on cultural heritage resources to foster regional development.Design/methodology/approachComparison of operational schemes, market positions and branding of three successful cultural heritage centers in Germany, Great Britain and Russia demonstrates a variety of regional development models based on cultural resources and tourism development, and reveals their advantages and disadvantages.FindingsThe paper evidences the potential of cultural resources and the tourism sector as drivers for regional development, and helps formulate basic recommendations for the Russian situation requiring elaboration of adequate financial and social instruments.Originality/valueThe paper provides a complex analysis of different operational models in three European countries with regard to specific national situations and specificity of heritage operational management.
Antecedents of local demand for domestic tourism in Jordan
Authors: Khaled Magableh Ihab , Kharabsheh Radwan 
Published: March 2013

PurposeThe purpose of this paper is to investigate antecedents of households' local demand for domestic tourism in Jordan.Design/methodology/approachA sample of 600 households is surveyed and a two‐stage demand model is estimated. Stage 1 identifies the antecedents of the probability of entering the domestic tourism market. Stage 2 identifies the antecedents of households' expenditures on domestic tourism. The Heckit method is used to estimate the first stage and the OLS is used to estimate the second stage.FindingsCertain socio‐economic factors (household characteristics, individual characteristics and ability variables) impact the local demand for domestic tourism, as do price and income variables.Research limitations/implicationsThe generalizability of results to other countries is limited.Practical implicationsIdentification of antecedents of local demand for domestic tourism helps governments to formulate and modify future tourism strategies.Originality/valueThis paper contributes to the literature by including socio‐economic variables in the domestic tourism demand model. Further, there is a dearth of studies in Jordan in general and regarding domestic tourism in particular.
Negotiating entertainment and education: a zoo in Japan
Authors: Yasuda Hiroko 
Published: March 2013

PurposeControversy occurs among professionals, such as veterinarians and zookeepers in Japan, as to whether a zoo should be educational or recreational. The purpose of this paper is to examine how a zoo's culturally crafted entertainment value conflicts with educational value. Using a front/back framework of the zoo, both entertainment and educational values are negotiated.Design/methodology/approachThis paper conceptualizes differences between a zoo's front and back regions to examine operations and visitor behavior. Observing and interpreting visitor and zoo employee interactions provide rich data about the educational versus recreational dynamic. The author observes visitor behavior in both zoo regions and interprets their cognitive schema.FindingsAnimal representation in mass media reinforces the zoo animal's amusement value to visitors, leading to the construction of tourist texts. Tourist text images affect the viewer's perception of reality, sometimes conflicting with the animal's reality. The zoo's back region helps alleviate this paradox. In this process, tour guides play a mediatory role between entertainment and educational values.Originality/valueThe author argues about zoos and zoo animals from the Cartesian dualism view of “culture/nature”. A zoo represents culture's triumph over nature. This paper develops this idea and discusses how entertainment and educational values conflict, and are reconciled, from the perspective of symbolic and pragmatic dimensions.
Building synergies between EU and GCC on energy efficiency
Authors: Papadopoulou Alexandra G. , Al Hosany Nawal , Karakosta Charikleia , Psarras John 
Published: March 2013

PurposeThe aim of this paper is to analyse the state of play on energy efficiency with regards to policy, legislation and technological issues in the European Union (EU) and the Gulf Cooperation Council (GCC) countries. Moreover, specific collaboration proposals between the two regions, with respect to the aforementioned, are elaborated on.Design/methodology/approachThe approach of this paper utilizes and integrates the input from a large number of experts through excerpts from extensive international literature, dedicated meetings, bilateral interviews with experts and questionnaires regarding specific proposals for further collaboration.FindingsCollaboration on energy efficiency between the two regions focuses mainly on three directions: policy, technologies and research. Specific collaboration proposals identified relate among others to the establishment of energy agencies and synergies at the policy level, building retrofitting technologies, labels and standards especially for air conditioning and exchange of know‐how on demand side management and third party financing.Originality/valueInformation on the state of play of energy efficiency in the GCC is, for the most part, scattered and fragmented. This paper is the first integrated analysis on the GCC status. Moreover, this paper provides solid collaboration modules between the EU and GCC, through an active participation of experts from both sides.
Supply chain configuration for biomass‐to‐energy: the case of torrefaction
Authors: Svanberg Martin , Halldórsson Árni 
Published: March 2013

PurposeOne way of overcoming logistics barriers (poor transportation, handling and storage properties) towards increased utilisation of biomass is to introduce a pre‐treatment process such as torrefaction early in the biomass‐to‐energy supply chain. Torrefaction offers a range of potentially beneficial logistics properties but the actual benefits depend upon how the supply chain is configured to address various elements of customer demand. Hence, the aim of this paper is to develop a framework for torrefaction configuration in a supply chain perspective for different types of customers.Design/methodology/approachSophisticated pre‐treatment processes are yet to reach the commercialisation phase. Identification of possible supply chain configurations is in this paper done through a conceptual approach by bringing together knowledge from related research fields such as unrefined forest fuel, pellets and coal logistics with prescriptions for configuration derived from the subject area of supply chain management (SCM).FindingsA framework that explicates different elements of supply and demand of torrefaction is proposed, and exemplified by three distinct supply chains. Depending on demand, torrefaction serves different purposes, bridging gaps in place, time, quality and ownership. Furthermore, different supply chain configurations will pose different requirements on torrefaction in terms of producing different product quality, durability, energy density and hydrophobicity of the pellets.Research limitations/implicationsThe proposed framework entails a set of propositions, but requires further development through empirical studies using complementary research methods such as interviews or surveys and quantification through techno‐economical or optimisation from a supply chain perspective.Practical implicationsThis paper provides a framework that can inform decisions makers in biomass‐to‐energy supply chains, in particular at torrefaction plants, on upstream and downstream implications of their decisions.Originality/valueThe findings have implications for biomass‐to‐energy supply chains in general, and in particular, the paper provides a supply chain perspective of pre‐treatment processes, where previous research has focused primarily on technical aspects of torrefaction.
Conceptualising the nature of work: revisiting Luther Gulick's theories of organisation
Authors: Breese Richard 
Published: March 2013

PurposeThe aim of this paper is to evaluate the coherence of Gulick's ideas on the nature of work roles and the implications for organisational theory.Design/methodology/approachAn analysis is undertaken of Gulick's writings in the “Papers on the Science of Administration”, on different ways of organising (for which the author has used the term “systems of organisation”) and similar work by his contemporaries, including Chester Barnard. The subsequent critique of Gulick's ideas by Herbert Simon is evaluated. Gulick's ideas are then compared with a theoretical framework developed by the author, which covers similar ground to the systems of organisation.FindingsThe paper argues that Gulick's ideas on the nature of work roles in his systems of organisation were an important, but flawed contribution to organisational theory. Shortcomings in Gulick's theories on systems of organisation are identified, which, when rectified, improve the coherence of the theories and address legitimate criticisms made by Herbert Simon.Research limitations/implicationsThe article has important implications for contemporary interpretations of the intellectual clash between Gulick and Simon, and the relevance of Gulick's ideas for contemporary management research.Practical implicationsThe article has implications for the theoretical perspectives which are brought to bear on how organisations conceptualise their work tasks and organise themselves accordingly.Originality/valueThe paper subjects one of the central elements of Gulick's principles of administration to in‐depth critique at a conceptual level in order to re‐evaluate its worth and contemporary relevance.
The Canadian hotel industry: a roundtable discussion on challenges and trends
Authors: Jayawardena Chandana (Chandi) , Pollard Anthony , Caira Rosanna , Sovani Altaf , Willie Paul 
Published: March 2013

PurposeThis paper aims to provide a relevant backdrop for the Worldwide Hospitality and Tourism Themes (WHATT) theme issue on the hotel industry of Canada, and to describe how the 2012 WHATT roundtable in Canada was organised.Design/methodology/approachThe foundation for this paper was laid during a well attended Worldwide Hospitality and Tourism Themes (WHATT) roundtable discussion between industry leaders and hospitality educators in May 2012. The paper is written in the context of the theme and strategic question for the 2012 Canadian WHATT roundtable: “What innovations are needed in the Canadian hotel industry and how might they be implemented to secure the industry's future?”.FindingsThis paper provides key information on Canada, its economic conditions, the tourism industry and the hotel industry. It also explains the origins of WHATT and its scholarly journey over the last 19 years. In capturing the essence of the 2012 WHATT roundtable discussion in Canada, the paper provides a strong foundation for the other seven papers that follow in this WHATT theme issue.Practical implicationsThe paper looks at key challenges of the hotel industry in Canada and provides thought‐provoking viewpoints from experts.Originality/valueReaders who are interested in the Canadian hotel industry would benefit from this paper. Authors include the president of the umbrella trade association for the hotel industry, the Hotel Association of Canada, and the editor and publisher of the leading trade magazine for the hotel industry of Canada, Hotelier.