bluuebunny/crossref_metadata_2025_split huggingface dataset:
Linking knowledge management orientation to balanced scorecard outcomes
Authors: Lin Hsiu-Fen 
Published: September 2015

Purpose– This study aims to develops the decomposed model to examine the influence of knowledge management orientation (KMO) dimensions (organizational memory, knowledge sharing, knowledge absorption and knowledge receptivity) on balanced scorecard outcomes (learning and growth, internal process, customer satisfaction and financial performance).Design/methodology/approach– Survey data from 244 managers (in charge of KM projects in their companies) in large Taiwanese firms were collected and used to test the decomposed model using the structural equation modeling approach.Findings– This study finds that knowledge sharing is the strongest predictor of internal process performance, while knowledge absorption is pivotal in improving customer satisfaction. The results also show that non-financial performance measures (i.e. learning and growth, internal process and customer satisfaction) directly and indirectly affect financial performance through cause-and-effect relationships.Practical implications– In an increasingly dynamic environment, the building of internal knowledge stocks is likely insufficient, but knowledge must be moved between a firm and external entities (e.g. customers, business partners and education and research institutes) (i.e. building knowledge flows) to achieve increased customer satisfaction and financial performance.Originality/value– Theoretically, the findings of this study suggest that the decomposed approach helps to understand the complex relationships embodied in the KMO–performance link, which cannot be surmised using a composite model. From the managerial perspective, the findings of this study may help academics and managers design and sustain KMO implementation throughout the organization to achieve higher effectiveness, efficiency and profitability.
Individual variables with an impact on knowledge sharing: the critical role of employees’ ignorance
Authors: Israilidis John , Siachou Evangelia , Cooke Louise , Lock Russell 
Published: September 2015

Purpose– The purpose of this paper is to identify individual variables with an impact on knowledge sharing and explore the under-discussed construct of employees’ ignorance. This can enhance the knowledge-sharing process and facilitate the development of greater intellectual capital.Design/methodology/approach– Eighty-four dependent variables affecting knowledge sharing are analyzed and classified into 11 categories. In addition, the direct effect of employees’ ignorance on knowledge sharing is introduced and empirically investigated in a case study of a multinational organization operating within the aerospace and defense industry.Findings– The findings suggest that employees’ ignorance may negatively affect their intention to share knowledge, thus leading to poor decision-making and communication in organizations. Employees’ ignorance could also limit the organizational ability to repel external threats, implement innovation and manage future risks.Originality/value– A classification scheme based on different categories of employees’ ignorance is developed, providing tailor-made recommendations for practitioners facing different types of ill-informed organizational scenarios. Further, the need to shift the emphasis away from the management of knowledge to the management of ignorance is also an important contribution of this paper.
A conceptual breakdown structure for knowledge management benefits using meta-synthesis method
Authors: Yahyapour Shiva , Shamizanjani Mehdi , Mosakhani Mohammad 
Published: September 2015

Purpose– The paper aims to foster a better understanding of knowledge management (KM) benefits by integrating the qualitative findings of prior research under a multilayer conceptual framework.Design/methodology/approach– A meta-synthesis approach was conducted by adopting “Noblit and Hare’s” seven-step method.Findings– A breakdown structure for KM benefits which encompasses 3 “macro benefits” at Level 1, 7 “benefits” at Level 2 and 44 “micro benefits” at Level 3.Research limitations/implications– The main limitation is that this research does not provide criteria and measures to assess the benefits of KM.Practical implications– Organizations which intend to invest in KM can obtain a better insight about outcomes and benefits of implementing KM initiatives. This study will provide those organizations which have already invested in KM with some ideas to evaluate their KM efforts qualitatively.Originality/value– Based on available data, this study is the first of its kind that has identified the benefits of KM in three layers. Also, the number of KM benefits identified in this study is greater than that of any previous research.
Knowledge sharing in knowledge-intensive manufacturing firms. An empirical study of its enablers
Authors: Cavaliere Vincenzo , Lombardi Sara , Giustiniano Luca 
Published: September 2015

Purpose– This paper aims to investigate, following previous studies on knowledge-sharing (KS) processes that consist of knowledge donating (KD) and knowledge collecting (KC), the relationship between KS processes and KS enablers to understand the effect of organizational, individual and technological factors.Design/methodology/approach– The study is based on a Web survey. Data were collected from a sample of 759 knowledge workers selected from 23 knowledge-intensive manufacturing companies exposed to international markets and located in Tuscany (Italy). The analysis is based on multivariate regression models considering KD and KC as dependent variables.Findings– The results show that individual, organizational and technological factors matter to KS. Specifically, the paper reports that individual-level enablers and supportive leadership have a positive effect on both sub-processes of knowledge sharing. Further, the organic management system has a strong and positive impact on KD, while the efficacy of information and communication technology solutions is positively related to KC.Research limitations/implications– Although based on a geographically bounded perimeter, the analysis allows some generalizations. In fact, the paper proposes a set of enablers that empirically link micro- and macro-organizational mechanisms to KS.Practical implications– The evidence described can help improve the organizational management of KS and, consequently, support managers dealing with organizational design aimed at successful KS.Originality/value– The paper presents original results by combining individual, organizational and technological variables in the explanation of KS. It could be a basis for further studies.
Relative measures in service research
Authors: Aksoy Lerzan , Hogreve Jens , Lariviere Bart , Ordanini Andrea , Orsingher Chiara 
Published: September 2015

Purpose
– The purpose of this paper is to introduce an alternative novel approach to measurement of customer perceptions of the service experience that links closely with customer loyalty outcomes.

Design/methodology/approach
– This conceptual paper draws upon prior theory and empirical research to investigate the relevance of using relative metrics compared to absolute metrics in service research.

Findings
– The findings upon which this paper draws upon show that measuring customer satisfaction, likelihood to recommend, brand preference using absolute metrics explain a very small per cent of the variance in key customer outcome measures such as share of wallet. Instead, a relative approach to these and other measures in service research is proposed.

Practical implications
– Although business practice has embraced relative measurement much more extensively than has scientific research, the vast majority of customer experience measurement programs today continue to employ absolute measures resulting in suboptimal allocation of firm resources. This paper is a call to rethink these current measurement practices.

Originality/value
– It is one of the first papers to argue for changing the widely employed use of absolute metrics in theory and practice in favor of relative metrics. Application to other service research theories is discussed.
Relationality in the service logic of value creation
Authors: FitzPatrick Mary , Varey Richard J. , Grönroos Christian , Davey Janet 
Published: September 2015

Purpose– The purpose of this paper is to present a framework – the Relationality Framework – for elaborating relational behaviour, in response to calls to address the ontological weaknesses identified in the extant value and value creation literature.Design/methodology/approach– The social philosophical understanding of interaction as an organic mode of social organisation, upon which the Relationality Framework is based, supersedes the economistic (mechanistic) understanding of interaction as a means of connecting otherwise independent actors. In foregrounding the relationality of interaction, the authors are inspired by Grönroos and Voima’s (2013) conceptualisation of spheres of value generation to conceptualise the intersubjective dynamics and domains invoked in direct interaction.Findings– The Relationality Framework identifies distinct relational concepts that build on service logic’s specificity and conceptualisation at the level of direct interactions between service providers and customers. In particular, this paper develops the concept of “relationality” using the three domains in any interaction of I, Other and We.Originality/value– The Relationality Framework provides sound conceptual support for extending the theoretical and practical analysis of the value creation processes of the customer and of the firm and for the purposeful management of relationships to enhance value creation by both.
A self-determination theory perspective on customer participation in service development
Authors: Engström Jon , Elg Mattias 
Published: September 2015

Purpose
– The purpose of this paper is to explore what motivates patients to participate in service development and how participation may influence their well-being. Health-care providers are increasingly adopting practices of customer participation in such activities to improve their services.

Design/methodology/approach
– This paper builds on an analysis of data from a service development project in which lung cancer patients contributed by sharing their ideas and experiences through diaries. Out of the 86 lung cancer patients who were invited to participate, 20 agreed to participate and 14 fully completed the task. The study builds on participants’ contributions, in-depth interviews with six participants and the reasons patients gave for not participating.

Findings
– This paper identifies a number of motives: non-interest in participating, restitution after poor treatment, desire for contact with others, volunteerism, desire to make a contribution and the enjoyment of having a task to complete. A self-determination theory perspective was adopted to show how the need to satisfy basic human needs for autonomy, competence and relatedness determines if and how patients participate. Participation may have important benefits for patients, especially an improved sense of relatedness.

Practical implications
– Service providers must be prepared to meet different patient needs in service development, ranging from the need to express strong distress to expressing creativity. By understanding the dynamics of motivation and well-being, organizers may achieve better results in terms of improved services and in patient well-being.

Originality/value
– This study makes a significant contribution to the study of customer participation in service development, especially in relation to health care, by offering a self-determination-based typology for describing different styles of patient participation.
Leading to customer loyalty: a daily test of the service-profit chain
Authors: Myrden Susan E. , Kelloway E. Kevin 
Published: September 2015

Purpose– The purpose of this paper is to explore a dynamic version of the service-profit chain. The paper examines the relationship between daily leadership behaviors, daily job satisfaction and daily employee engagement on customer outcomes in a service-based context.Design/methodology/approach– Using multi-level, dyadic data from employees and customers, the paper used a diary (within-person) approach to investigate the proposed relationships on a daily basis. Data from employees (n= 29) collected over five days were matched specifically to customer data (n= 592) during the same time period.Findings– The findings suggest that daily transformational leadership behaviors positively affect daily job satisfaction and employee engagement, which subsequently affect beneficial customer outcomes (i.e. perceptions of quality, satisfaction and loyalty).Research limitations/implications– The relationship between employee attitudes and performance may have been underestimated in the past due to the way the relationship has been studied and that the inclusion of additional predictors better defines this relationship. Methodologically, the use of a daily diary study suggests that it may be much more advantageous to study the theorized relationship in its transient form (i.e. daily, weekly, etc.) versus as stable and enduring attitudes as leaders’ behaviors and employees’ level of engagement will change from day to day in most service-based contexts due to its dynamic nature.Practical implications– The results equip organizations with a clearer picture in delivering high-quality service and its associated beneficial customer outcomes (i.e. perceptions of quality, satisfaction and loyalty). Such insight may be used to influence leadership training that aims to create and maintain an engaged and productive workforce, ultimately providing increased bottom-line performance for the organization.Originality/value– By including additional linkages into a model that aids in predicting important customer outcomes allows us to better understand the relationship. In addition, by studying the relationships from a transient perspective, it provides important information to service organizations that operate in extremely dynamic environments.
Extending the context of service: from encounters to ecosystems
Authors: Akaka Melissa Archpru , Vargo Stephen L. 
Published: September 2015

Purpose
– The purpose of this paper is to extend conceptually the context of service beyond service encounters and servicescapes by applying a service-ecosystem approach to context and experiential view on value.

Design/methodology/approach
– We develop a conceptual framework of an extended service context that is based on an S-D logic, service-ecosystems view.

Findings
– The service ecosystem approach proposed here contributes to the advancement of “services” marketing research by extending the context of service in two ways: its emphasis on service as the basis of all exchange allows the consideration of all instances of value-in-use, in-context, to be considered as a service experience; its conceptualization of context broadens the time/place dimensions that conventionally restrain research in service encounters and servicescapes beyond physical, social, symbolic and relational dimensions to consider the multiplicity of institutions across a wider socio-historic space.

Research limitations/implications
– This paper offers a broad conceptual framework for considering an extended view of service context. Future research is needed, both conceptual and empirical, to identify more specific components of service context and how they influence evaluations of experience.

Practical implications
– Extending the scope of service context draws attention to the participation of customers and other actors in the co-creation of the service context, as well as the experience. This points toward the need to consider the competences and skills of customers as well as their socio-historic perspective in the design and development of a servicescape or more specific service encounter.

Originality/value
– We offer a dynamic perspective of service context to help further the reach of services marketing research by extending the context of service across a variety of exchange encounters and pointing toward institutions as a central influence on phenomenological views of experience.
Fresh thinking in services marketing: contemporary, cutting-edge and creative thoughts
Authors: Russell-Bennett Rebekah , Baron Steve 
Published: September 2015

Purpose
– The purpose of this paper is to highlight and promote fresh thinking in services marketing research.

Design/methodology/approach
– The topic of the special issue was deliberately chosen to encourage fresh ideas and concepts that will move the discipline forward. The accepted papers have been categorised for ease and convenience of reading by scholars and practitioners, with a short commentary on each category.

Findings
– There is a wealth of forward-thinking by service(s) marketing researchers that bodes well for the future of the sub-discipline.

Research limitations/implications
– The special issue does not address fresh thinking in all areas of services marketing research. Other potential areas for fresh thinking are identified.

Originality/value
– New thinking in a scholarly field is necessary to propel the discipline forward.
“How do I send an Email?”
Authors: Eichelberger Michelle , Imler Bonnie Brubaker 
Published: September 2015

Purpose
– The purpose of this paper is to identify the ability of college freshmen to successfully use common academic software and manage files.

Design/methodology/approach
– In total, 39 college freshmen from three college campuses were recruited for the study. An online test environment and screen recording software were used to measure student proficiency in using PDFs, Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Gmail, and Windows. Data were collected in September 2013.

Findings
– Student use of academic technology is common, but their software skills are not comprehensive or deep. Students were most proficient at using PDFs and Microsoft Word. Microsoft Excel tasks were the most difficult for the students, and many struggled to use Gmail to compose a message and send an attachment. Students were able to open a PowerPoint document and view a slideshow, but they were less comfortable navigating the software’s printing environment.

Originality/value
– Having concrete data about student technology skills, rather than anecdotal data from reference desk interactions, can help librarians design improved instruction and tutorials that target areas of student technology weakness.
A method for automatic analysis Table of Contents in Chinese books
Authors: Chen Jing , Lu Quan 
Published: September 2015

Purpose
– The purpose of this paper is to propose a novel method to analyze Table of Contents (TOC) in Chinese books automatically based on the hierarchy organization rules which gained by investigation.

Design/methodology/approach
– This paper analyzed the main literature in this field first, then hierarchy organization rules of Chinese book TOC were generated and the method parsing TOC automatically based on these rules was proposed. A prototype system implementing the method was also developed. The method was evaluated through processing a corpus on the prototype system, and the results were checked with calculation of precision and recall.

Findings
– The experiment result illustrated the superiority (extensive application, recall is 95.34 percent and precision is 94.44 percent) of the method.

Practical implications
– The result can help Chinese libraries deal with electronic texts from four aspects. First, it can be used to complement or enhance current digitization and optical character recognition methods and cut the financial and labor cost of Chinese libraries. Second, it can help libraries to keep information on indexing words as well as chapters, sections and subsections in Chinese book databases, which ensures easy retrieval and extract any intended portion as demanded by user. Third, it helps to enrich the services and then enhances the user experiences in Chinese libraries. Fourth, it improves the specification and policy of digitalizing Chinese books.

Originality/value
– The paper provided insight into the hierarchy organization of TOCs in Chinese books, the method based on the rules has extensive application than other methods. This method for Chinese book TOC automatic analysis is also as reference for English book TOC automatic analysis.
Beyond TIFF and JPEG2000: PDF/A as an OAIS submission information package container
Authors: Han Yan 
Published: September 2015

Purpose
– The purpose of this paper is to introduce PDF/A to replace TIFF as the preferred file format for digitization of textual documents. In addition, PDF/A can be used as an open archival information system (OAIS) submission information package (SIP) container to reduce digitization and digital preservation costs.

Design/methodology/approach
– The author first reviewed the current digitization guidelines, the OAIS model and provides on an overview of the development PDF and PDF/A as international standards. Then literature review of the uses of PDF/A is presented. The author analyzed pitfalls of TIFFs as the preferred format for digitization, and showed how to use PDF/A to code digitization SIP.

Findings
– TIFF file format has been the preferred master file format by Federal Agency Digitization Guidelines Initiative digitization guidelines for the past 20 years. However, there are drawbacks of TIFF format. Literature reviews show that PDF/A has been the preferred standard for coding born-digital documents in court, government and business sectors. PDF/A-2 and PDF/A-3 are relatively new standards released after 2010. However, few understood the standards and have utilized the full potentials in digitization. The author shows that PDF/A can be used as an OAIS SIP container.

Practical implications
– In order to delivery OAIS SIPs, current practices require a combination of files, directories and various types of metadata. The author shows that PDF/A (PDF/A-2 and/or PDF/A-3) can be a better file format for textual document digitization with coding various types of metadata in extensible metadata platform and arbitrary file/data can be coded in PDF/A-3. These features in PDF/A provide much better ways to deliver SIPs in a cost-efficient manner.

Originality/value
– PDF/A has been recognized as the preferred standard for born-digital documents, but it has not been used as the preferred file format for digitized materials. The author recommends that: PDF/A with lossless JPX compressions as the preferred file format; and PDF/A with lossless JPX compressions along with metadata/data as the preferred OAIS SIP container. As a result, the uses reduce costs in digitization and digital preservation and also increase productivity. The author recommends to update the national and international digitization practices using PDF/A.