bluuebunny/crossref_metadata_2025_split huggingface dataset:
A study of mobile banking usage in Iran
Authors: Mohammadi Hossein 
Published: September 2015

Purpose– The purpose of this paper is to explore barriers, the mediating role of usability and the moderating effects of self-efficacy and perceived image on consumers’ attitudes toward use of mobile banking (MB) in Iran.Design/methodology/approach– Based on the consumer data collected through a survey, structural equations modeling and path analysis were employed to test the research model.Findings– The results revealed that “system compatibility” was found to be the main factor affecting users’ attitudes toward use of MB. “Resistance” showed a significant negative effect on both ease of use and usefulness. “Perceived usefulness” mediated the relationship between ease of use and users’ attitudes. At last, contrary to self-efficacy which showed no significant effect, perceived image moderated the relationships between usefulness and attitude.Research limitations/implications– The sample was only composed of MB users and non-users were not studied.Originality/value– Past studies have seldom examined the role of individual drivers like self-efficacy and social drivers like perceived image as moderating variables in the context of developing countries.
Value co-destruction between customers and frontline employees
Authors: Kashif Muhammad , Zarkada Anna 
Published: September 2015

Purpose
– The incidents of customer abuse of frontline service employees during service encounters are increasing which has led to co-destructruction of value. The service strategists makers are struggling hard to frame a holistic picture of such incidents to be able to reduce the number of misbehaviour incidents but still are unable to achieve success. The purpose of this paper is to incorporate a social system perspective to study in detail customer misbehaviour incidents from the perspective of frontline banking employees and customers.

Design/methodology/approach
– The data from 33 frontline banking employees and 22 customers, 55 in total was collected by structured interviews. The data collection focused a critical incident technique and for the purpose of analysis, thematic analysis was optioned.

Findings
– The employees and customers both blame each other to trigger a misbehaviour incident during banking transactions. The results reveal a clear communication gap between employees and customers as none of them understand the problems of the other party. The employees think that customers gain power through such incidents while customers believe employees to be ignorant, wasting the time, and lack complete information.

Practical implications
– The marketing policy makers need to pay respect and complete organisational support to frontline staff working in high contact service firms to cope with misbehaving customers.

Originality/value
– The study is pioneer in applying a social system perspective to explore employee and customer experiences of misbehaviour incidents during banking service encounters. Furthermore, the study has been first of its type to explore the phenomenon of misbehaviour from a developing country perspective.
Corporate social responsibility and service innovation on customer loyalty
Authors: Yeh Ying-Pin 
Published: September 2015

Purpose– Customer loyalty is crucial for firms to generate positive returns. Creation of customer loyalty is a challenge for service firms because switching service firms can represent a risk. The purpose of this paper is to examine how wealth managers select and implement corporate social responsibility (CSR) and service innovation strategies to influence customer loyalty.Design/methodology/approach– A review of the related literature indicated that scant studies have determined the meanings and outcomes of CSR and service innovation. Therefore, the roles of CSR and innovation were examined in this study to evaluate how these factors affect customer loyalty in a wealth management context. The authors evaluated customer advocacy, relationship quality, and relationship value as mediating variables, and formulated six hypotheses. Data were collected using a questionnaire survey distributed to wealth management customers in Taiwan. All the hypotheses were verified using a structural equation model and data collected from the respondents.Findings– The results indicated that relationship quality and value are positively related to customer loyalty, and customer advocacy is positively related to both relationship quality and value. In addition, CSR and service innovation are positively related to customer advocacy.Research limitations/implications– This research was limited to collecting data related to specific service providers, and therefore consumers in other countries should be examined to test the robustness of the theoretical model. The results of analyses conducted on other industries and in other countries might differ.Practical implications– In the wealth management service context, CSR and service innovation capabilities contribute to customer advocacy, which can achieve superior relationship quality, relationship value, and customer loyalty.Originality/value– This paper contributes to investigations on the effect of CSR and service innovation on customer loyalty by adopting customer advocacy, relationship quality, and relationship value as mediators.
Online banking adoption
Authors: Sikdar Pallab , Makkad Munish 
Published: September 2015

Purpose
– The study considers a five-factor model toward online banking adoption in the context of banking customers in India and validates the proposed model. In addition, the authors consider the impact of validated factors on overall satisfaction of customers.

Design/methodology/approach
– A five-factor online banking adoption model has been tested for reliability and validity by confirmatory factor analysis. For determining contribution of factors toward overall satisfaction level of banking customers structural equation modeling has been adopted. Four explanatory variables have been used to assess the overall satisfaction level of online banking users. A structured questionnaire incorporating variables identified from literature has been used as survey instrument for the study. Final respondent sample was 280 banking customers.

Findings
– Trust, Usage Constraint, Ease of Use, Accessibility and Intention to Use as reliable and valid factors determining internet banking adoption among customers in India. Accessibility, Usage Constraints, Intention to Use portrayed strong and significant relationship with overall customer satisfaction. Trust and Ease of Use are relatively weaker and insignificant contributors toward overall customer satisfaction.

Originality/value
– The existing studies in the context of e-banking in general and online banking in particular have been majorly confined to proposing key drivers toward adoption of such alternate banking mediums. By providing an insight towards satisfaction level of customers adopting online banking the proposed model attempts to fill this gap. As the study relates to banking customers in India, findings will be of particular value to domestic and foreign banking entities looking to leverage technology as a tool to attain stronghold with an emerging economic set-up.
How to evaluate multichannel communication packages: a case study on mortgage information
Authors: Herijgers M.L.C. , Pander Maat Henk L.W. 
Published: September 2015

Purpose– Complex decision-making is often supported not by single messages but by multichannel communication packages that need to be evaluated in their own right. The purpose of this paper is to present a new analytic approach to this package evaluation task combining textual analysis, functional analysis (FA) and media synchronicity theory.Design/methodology/approach– The authors combine textual analysis, FA and media synchronicity and demonstrate this in a single case analysis of a multichannel communication package offering mortgage information.Findings– When applied to a mortgage communication package for consumers, the evaluation reveals significant problems concerning the contents and timing of mortgage information and the channels chosen to convey it.Research limitations/implications– This paper outlines a new direction for evaluating multichannel consumer information, in that it does not focus on user channel preferences but on channel requirements stemming from the communicative task to be performed.Practical implications– This paper enables designers to optimize the design of multichannel communication packages and its individual components to support customer’s decision-making processes with regards to complex products.Social implications– Improving information to guide complex decision-making processes leads to better informed consumers.Originality/value– Research into effective multichannel communication within marketing is in its infancy. This paper offers a new perspective by focusing on channel requirements stemming from the communicative task rather than consumers’ channel preferences.
Isn’t all loss consequential?
Authors: Connell Adam , Mason Jim 
Published: September 2015

Purpose
– The purpose of this paper is to demystify the meaning of the term “consequential loss” in relation to the practice of construction law. Parties may have different understandings of the term and typically an exclusion clause will not solely relate to consequential loss, but will also include other heads of losses for which the party will not be liable for, such as loss of profit, loss of revenue and loss of business.

Design/methodology/approach
– The question emerges as to whether the term consequential loss has a definitive legal meaning in its own right. This study seeks to ascertain the definition of the term consequential loss within the construction industry through a review of the legal position regarding liability for breach of contract and consequential loss through the consideration of the case law relating to this topic and the associated secondary sources of information.

Findings
– The study concludes by elucidating a clear interpretation of the term consequential loss and guidance of how it should be used in contract law.

Originality/value
– Recent cases and established authorities are considered together for the first time in this work which assists in the development of legal principles of direct and indirect losses and the determination of how they apply to the built environment.
The acceleration dilemma: can English law accommodate constructive acceleration?
Authors: Whaley Alan , McAdam Brodie , Crowe Paul 
Published: September 2015

Purpose
– The aim of this paper is to explore the hypothesis that a contractor is entitled to payment for “constructive” acceleration implemented to avoid liquidated damages when denied a warranted time extension request by the employer or certifier under an English law construction contract. This claim is recognised in the US legal system, but not elsewhere.

Design/methodology/approach
– This paper adopts a “black letter” approach to reviewing the claim of constructive acceleration within the context of English and Commonwealth case law, from the perspective of a claimant contractor.

Findings
– The research presented in this paper concludes that whilst claims for constructive acceleration are unlikely to succeed in an English court on the basis of US law, a claim might be supportable on more orthodox common law grounds. These include implied instructions under the contract, breach of the contract based on the employer or certifier’s failure to operate the contract, mitigation of damages, unjust enrichment and tortious intimidation.

Research limitations/implications
– The focus of this paper is placed on English, Unites States, Canadian and Australasian case law.

Practical implications
– The range of potential legal grounds for constructive acceleration examined in this paper provides a toolkit for practitioners preparing to make or defend constructive acceleration claims. This paper also bring more clarity to a potential legal problem faced by practitioners in circumstances of significant tension and limited time.

Originality/value
– This paper provides a useful information source for practitioners faced with the prospect of advancing or defending constructive acceleration claims, and it provides a foundation for future related studies examining a wider scope of jurisdictions.
From compliance to a growth strategy
Authors: Goswami Saheli , Ha-Brookshire Jung 
Published: September 2015

Purpose
– The purpose of this paper is to explore historical paths of successful companies’ sustainability commitment, discover internal and external forces that shaped today’s sustainability leaders and show how companies implemented efforts toward sustainability to respond to those circumstances. It offers an in-depth understanding of sustainability-related strategies implemented by highly sustainable companies and serves as encouraging cases for other companies willing to engage in sustainability.

Design/methodology/approach
– This research took a case-study approach to help build a new theory toward sustainability development and approaches. A content analysis and review of both companies’ annual financial reports and corporate sustainability reports, between 1995 and 2012, and relevant news articles was performed.

Findings
– Data analysis showed that companies initiated and executed various strategies sustainability in their business, which evolved into themes for their stages of growth. Findings showed that: different companies approached sustainability differently based on their varied experiences; companies’ past and present efforts help to understand their business strategies and commitments more as a holistic process. Companies were affected by external circumstances, such as rewarding partnerships, ranking indices and media criticism for their working conditions, in response to which both the companies designed and implemented their own sustainability approaches.

Originality/value
– This study explored a longitudinal analysis of leader companies’ historical sustainability practices. It focused on how two different companies approached sustainability differently based on their varied experiences, thus showing that sustainability can be a source of competitive advantage for companies.
Evaluating CSR accomplishments of founding certified B Corps
Authors: Wilburn Kathleen , Wilburn Ralph 
Published: September 2015

Purpose
– The purpose of this paper is to investigate the value of the Certified B Corporation (B Corp) structure for a long-term commitment to corporate social responsibility (CSR) achievements. Organizations of all sizes are now focusing on commitment to achieving social purposes beyond philanthropy and on reporting their CSR performance as a means of accountability.

Design/methodology/approach
– The authors studied 45 Founding Certified B Corps to check how many had maintained their certification by filing B Impact Reports with B Lab, how many Impact Reports they had filed and if the reports showed progress toward CSR goals.

Findings
– The results showed that all Founding B Corps submitted multi-year B Impact Reports, made progress toward CSR goals, maintained their commitment to a social contribution and made profit from 2010 to 2015. The B Impact Reports identified their goals and progress in the five Impact areas that were then assessed by B Lab.

Practical implications
– The Certified B Corp structure can be confidently used by small companies that desire to do good and want an outside assessor to help establish CSR goals and provide a method for accountability. The reports are published on the B Lab Web site, providing an additional means of publishing CSR accomplishments.

Originality/value
– This research provides information for those businesses, particularly small ones, that wish to establish their commitment to CSR in a public way and are certified by a third-party assessor.
Social purpose in a social media world
Authors: Wilburn Kathleen , Wilburn Ralph 
Published: September 2015

Purpose
– The purpose of this paper is to illustrate the effects of social media on a company when stakeholders decide select companies are not living up to their corporate social responsibility (CSR) goals. As the number of CSR and sustainability reports on company Web sites increases, the more stakeholders, not just stockholders, know about a company’s commitment to CSR, and the more they can use social media to comment on those goals. It will describe three strategies for CSR initiatives that move beyond self-reporting of goals and progress: third party assessment, specialized certifications and partnerships to provide trustworthy data to stakeholders.

Design/methodology/approach
– The experiences of Nestlé, Unilever, PepsiCo/Frito Lay and P
&
G are described. Key third-party assessors and their processes are described, as well as organizations who certify in specific areas. The importance of third-party assessment for CSR achievement is reinforced by examining the results of two reports on CSR reporting trends and capital markets’ response, one of Fortune 500® companies and the other of S
&
P 500® companies by the Governance
&
Accountability Institute, Inc.

Findings
– All three strategies used to verify the data for CSR accomplishment help companies communicate their goals through social media.

Originality/value
– All three strategies used to verify the data for CSR accomplishment are shown to help companies communicate and validate their CSR goals through social media.
Responsible lobbying: the impact of the institutional context
Authors: Bauer Theresa 
Published: September 2015

Purpose– The purpose of this paper is to examine the impact of the institutional context on the awareness and practice of responsible lobbying and to compare relevant factors in the USA and the EU. This paper aims at integrating corporate social responsibility (CSR) and lobbying research.Design/methodology/approach– A conceptual framework is presented and exemplified by the USA and the EU context. The research is informed by institutional theory that points to external factors creating profoundly different contexts in which firms operate.Findings– The degree of responsible lobbying is likely to vary across nations and regions, particularly due to factors that impact responsible lobbying by shaping the relation between the state and firms, i.e. type of government and lobbying system as well as degree of government intervention, and factors that have indirect effects by shaping the degree to which stakeholders such as employees, consumers and non-governmental organizations push responsible lobbying.Originality/value– The link between lobbying and CSR has been long neglected by scholars and practitioners, but is now gaining more attention. Research on this topic is valuable because it helps to ensure the credibility of CSR and alleviate public criticism of lobbying.
Students at the center in emerging academic models: embedded information literacy and distance services in the University of Wisconsin System Flex degree
Authors: Woodward Kristin M. 
Published: September 2015

Purpose
– As a model of competency-based education (CBE), the University of Wisconsin (UW) System Flex options present a unique case study of challenges and opportunities for embedding student-centered library services and information literacy.

Design/methodology/approach
– In this paper, we describe strategies for engaging with the evolving Flex curriculum, the needs of an unknown student body and the role of new student support staff. The author notes the relevance of examining the library’s role in Flex at this time, given the potential for growth nationally in CBE.

Findings
– The challenges the author faced initially were closely tied with opportunities that once examined, formed the basis of the embedded library model for competency-based education. Further, the author found opportunities to articulate their role in Flex on their campus and share with other institutions.

Originality/value
– This case study is based on the author’s experiences embedding Information Literacy and Distance Services in the Flex option at the University of Wisconsin Milwaukee.
Security threats, risks and open source cloud computing security solutions for libraries
Authors: Yuvaraj Mayank 
Published: September 2015

Purpose
– In recent years, a large number of organizations have found that cloud computing has many advantages leading to a surge in its adoption.

Design/methodology/approach
– Cloud computing involves the usage of large servers for the access of data, its storage and manipulation as well as provisioning of other services.

Findings
– When infrastructure, applications, data and storage are hosted by cloud providers, there are huge security risks associated with each type of service offered.

Originality/value
– There are a number of considerations, apart from cost which must be evaluated before choosing any particular provider. Sometimes, the physical location of the servers may also be a factor to consider, if sensitive duty is involved.
“Through the looking glass: envisioning new library technologies” how inexpensive computers can transform information access and literacy
Authors: Fernandez Peter 
Published: September 2015

Purpose
– This column will explore how one aspect of Moore’s Law – price – can have a transformative effect on the utility of computers.

Design/methodology/approach
– As computers become increasingly inexpensive, they become more accessible to new audiences.

Findings
– Individuals, libraries and other institutions are using these new, inexpensive computers to interact with information, and the world, in new ways.

Originality/value
– This is one of the first articles to examine Moore’s Law in relation to library applications.
Getting acquainted with social networks and apps: Tumblin’ through the visual web
Authors: Anderson Katie Elson 
Published: September 2015

Purpose
– This article explores social networks and apps.

Design/methodology/approach
– This article provides a survey of the current trends.

Findings
– Platforms that are part of the visual Web use images, rather than text, as the primary content of a post. Text may appear, but it is secondary to the image, essentially the opposite of a long blog post where the primary content is text with optional pictures placed for emphasis or enhancement.

Originality/value
– Three social networks in particular – Tumblr, Pinterest and Instagram – each gained more than 10 million visitors over the course of the year in part by catering to a desire for more visually appealing content.