bluuebunny/crossref_metadata_2025_split huggingface dataset:
Use of key performance indicators for PPP transport projects to meet stakeholders’ performance objectives
Authors: Mladenovic Goran , Vajdic Nevena , Wündsch Bjorn , Temeljotov-Salaj Alenka 
Published: September 2013

Purpose
– The need for more efficient and effective public-private partnership (PPP) projects makes performance management of increasing importance, especially with respect to stakeholder expectations. This paper seeks to examine the use of key performances indicators (KPI) based on the analysis of critical success factors (CSF) for monitoring of PPP transport projects from the perspective of different stakeholders.

Design/methodology/approach
– The list of stakeholders’ performance objectives including CSF was defined using the brainstorming technique applied to group of experts in PPP transport sectors and refined through literature review. Input of the expert group was validated against a feedback from a respective survey. Three main groups of stakeholders were identified: public sector, private sector, and users. Finally, the review and comparative analysis of existing KPIs in PPP transport projects was performed based on stakeholders’ objectives and project attributes using the “frequency of mention” approach.

Findings
– The paper introduced a two layers approach for the assessment of PPP projects. The first stage was based on evaluation of project ultimate objectives from the standpoint of each stakeholder, i.e. profitability for private sector, effectiveness and value for money for public sector, and level of service for users. An adjusted and weighted combination of fulfillment of the specific stakeholder objectives leads to an overall approach (second layer) of describing a PPPs success or failure.

Originality/value
– The paper presents the comprehensive review of literature on transport PPP projects and evaluation of available CSFs and KPIs.
Public private partnerships in transport: theory and practice
Authors: Roumboutsos Athena , M.R. Macário Rosário 
Published: September 2013

Purpose
– The purpose of this paper is to provide an introduction to the Special Issue on public private partnerships in transport: theory and practice, to justify its need, to highlight key issues and propose future research in response to current and future challenges.

Design/methodology/approach
– Setting the context of public private partnerships (PPPs) in transport, the key issues of this infrastructure and service delivery model are highlighted through the authors’ critical description of the contributions in the Special Issue, which present a balanced presentation of theory and practice.

Findings
– The paper summarises critically and constructively the findings of the contributions to the Special Issue and based on these puts forward the need for research in new assessment methodologies and the need to develop appreciating projects.

Research limitations/implications
– Issues identified in combination with current macro-economic and social developments lead to the proposal of research needs that should be be addressed in support of the next generation of PPPs in the transport sector.

Practical implications
– The contributions to this Special Issue were selected so as to offer examples from practice and describe them through theory so as to enhance the understanding of the factors influencing the implementation of the PPP model of project delivery in the transport sector.

Social implications
– The Special Issue on public private partnerships in transport: theory and practice highlights the need for the development of new structures and new concepts that will lead to value creation, value capture and value continuation in order to address sustainable societal challenges in mobility.

Originality/value
– The Special Issue with respect to PPPs in transport is timely with respect to international developments and questions raised with respect to the applicability of the project delivery model. Research proposed for the next generation of PPPs presents the context of value creation, value capture and value continuation.
Management of drug misusers in Glasgow general hospitals
Authors: McPherson Andrew , Benson George 
Published: September 2013

Purpose
– The purpose of this paper is to ascertain an awareness of the management of the drug misusing guidelines in Glasgow general hospitals.

Design/methodology/approach
– A brief literature review was carried out to establish the available evidence for the guidelines. Additionally, a survey questionnaire was sent out to junior medical staff requesting their views on the drug misusing guidelines.

Findings
– A paucity of evidence relating to drug misusing guidelines was found from the literature. The Glasgow Guidelines appear to be a welcome source of information that is both comprehensive and easily accessible for staff. Junior medical staffs have broadly welcomed the guidance but would appreciate additional support on the management of patients prescribed Suboxone.

Research limitations/implications
– There should be an increase in training and development for junior medical staff regarding the guideline.

Originality/value
– The Glasgow Guidelines are aimed primarily at junior medical staff whose knowledge on drug misusing patients may be scarce. Increased training and awareness should improve the management of drug misusers in general hospitals. Consequently, patients should spent less time in hospital.
Trash talk rebuffed: consumers' defense of companies criticized in online communities
Authors: Colliander Jonas , Hauge Wien Anders 
Published: September 2013

Purpose– Marketing literature views word-of-mouth (WOM) as unidirectional communication in which consumers transmit either positive or negative messages based on their consumption experiences. Becoming visible in online forums, however, are consumers who engage in WOM as part of interactions with other consumers. This article aims to investigate a phenomenon frequently occurring in these interactions: consumers who defend companies and brands against others' negative WOM.Design/methodology/approach– The authors investigated the online defense phenomenon in its natural setting using an online ethnography, known as a netnography.Findings– This study provides empirical evidence for the existence of six different defense styles, as well as details of the identified factors underlying consumers' choices of defense styles. Moreover, the authors' analysis highlights the different outcomes of various company- and brand-defending behaviors and illustrates that this consumer phenomenon can be effective in preventing the spread of negative WOM or in mitigating its impact.Research limitations/implications– Future research could benefit from further testing the effectiveness of the various defense styles as well as investigating how to stimulate this important buffer against negative WOM.Practical implications– Companies are increasingly allocating resources to the monitoring of online conversations so as to be able to respond to criticisms in social media. The authors' findings indicate that other consumers frequently respond to these complaints before the companies do. These company and brand defenders could replace some of the resources companies currently devote to social media.Originality/value– The present study identifies company and brand defending as a new WOM activity, thus extending the concept of WOM beyond praising and complaining. In addition, this study suggests that consumers who counter negative messages are not necessarily loyal, as previously assumed, but rather motivated by a sense of justice or a need for self-enhancement.
Influence of consumer online resale awareness on purchase decisions: a mental accounting perspective
Authors: Liao Shuling , Chu Hsunchi 
Published: September 2013

Purpose
– Consumer online resale is becoming an increasingly common method of both buying and selling goods. When an item can be easily resold online, consumers' subjective estimation of the value of that item changes in complex ways based on consumption cost and resale return. This in turn can affect consumers' decisions to purchase new products. The authors aim to apply the principles of mental accounting to investigate how consumers' economic psychology associated with buying a new product is affected when an awareness of the possibility of online resale is aroused.

Design/methodology/approach
– Three studies with between-subjects designs were conducted online to examine the effects of consumer awareness of a resaleable item on purchase intention of a new item under different situations.

Findings
– The results indicate that: consumers' awareness of the resale value of an already possessed product can influence their decision to purchase a new product; and when the product to be resold is the same type as the desired new item (e.g. an old idle mobile phone and a new mobile phone), the influence of resale awareness on purchase intention is greater than when the two items are distinct types but share similar functions and therefore could be categorized in the same mental account in terms of budget planning (e.g. an old idle digital camera and a new mobile phone) and when the short-used new product to be resold is exactly the same one to be purchased (e.g. buy and resell the same new mobile phone shortly after purchase).

Research limitations/implications
– The participants were all from a single Taiwanese online community. More and a greater variety of participants (e.g. both online and offline consumers, even those from traditional secondhand markets) should be included in future studies to gain a better understanding of consumer purchasing and resale behavior. Although the authors' studies are relatively theory-driven, the findings might be subject to cultural difference in the online resale environment.

Practical implications
– Consumers prefer to dispose of items in their homes and that this elevates the purchase intention for new products. Thus, marketers should look favorably upon and implement strategies to exploit secondary markets.

Originality/value
– By notifying consumers of the future chance to resell a good, the awareness and expectation for an online resale could be prompted, which in turn enhances the intention to purchase a new good. Therefore, the authors suggest that online resale awareness and expectation are important factors affecting consumers' purchasing and reselling behaviors.
The role of personal digital library in supporting research collaboration
Authors: Aghakhani Navid , Lagzian Fatemeh , Hazarika Bidyut 
Published: September 2013

Purpose
– The purpose of this paper is to investigate postgraduate students' research behavior and requirements to come up with essential components to support research collaboration in a personal digital library (PDL).

Design/methodology/approach
– This study was conducted using a questionnaire survey method along with a few follow up interviews. A structured questionnaire was circulated among postgraduate students of the Department of Computer Science and Information Technology (CSIT) of the University of Malaya (UM). A total of 100 participants answered the questionnaire, and 15 students participated in the follow up interview. The data collected were analyzed using SPSS statistical software.

Findings
– This research presents the benefit of collaboration in research. In addition, by reviewing collaborative support tools, it was inferred that the ability to share data and resources is the most important step in developing tools to support collaboration. Moreover, the important role of a virtual research environment (VRE) and social network to support research collaboration was examined. Furthermore, a closed-ended questionnaire survey together with a follow up open-ended survey was deployed among postgraduate students of CSIT of UM, to elicit students' collaboration requirements in research.

Originality/value
– Few attempts have been made to study about collaboration services within PDL systems and their impact on students' research. This paper proposes a prototype model of a PDL and highlights the importance of sharing e-resources as the prominent research collaboration activity among postgraduate students.
Value of a manageable research life cycle for LIS
Authors: Fourie Ina , Bakker Suzanne 
Published: September 2013

Purpose
– To cope with changes in user information behaviour and needs, libraries and information services (LIS) must find manageable ways for ongoing research and improvement. The purpose of this paper is to report on a model for a manageable research cycle which was piloted at the Central Cancer Library, The Netherlands Cancer Institute (Amsterdam).

Design/methodology/approach
– Institute employees (24) (users and non-users of the Central Cancer Library; mostly clinicians and researchers) were interviewed using an interview schedule (individually, pairs of two and small groups). Demographic details were collected through a short questionnaire. It was intended as a small scale project to demonstrate the value of the model.

Findings
– Although setup as a pilot study (small scale and a limited time period) and not representative of the Institute, cancer libraries or other library types, a good idea was gained on LIS needs. Opportunities for improvement of LIS and further research are noted, as well as the need for LIS to then consider their internal structure and support systems before making further decisions.

Research limitations/implications
– Findings from small scale projects need to be assessed against the theory of information behaviour to work towards a theoretical model.

Practical implications
– LIS need to find ways for manageable, ongoing research, e.g. according to a manageable research life cycle model.

Originality/value
– Research on cancer library services is limited; the originality of the paper, however, is in showing how small scale and manageable research can add value in practice.
Workplace bullying, employee performance and behaviors
Authors: Devonish Dwayne 
Published: September 2013

Purpose
– The purpose of this paper is to examine whether two factors of affective psychological well-being, job satisfaction, and work-related depression, play a role in mediating the relationship between workplace bullying as a social stressor at work and three forms of employee performance or behaviors: task performance, individual-targeted citizenship behavior (OCB-I), and interpersonal counterproductive work behavior (CWB-P).

Design/methodology/approach
– The paper adopted a cross-sectional survey research design which captured a sample of 262 employees across a number of organizations in a small developing country in the Caribbean region.

Findings
– The findings revealed that job satisfaction alone partially mediated the relationship between workplace bullying and task performance, whereas work-related depression alone partially mediated the relationship between workplace bullying and OCB-I. Both job satisfaction and work-related depression partially mediated the relationship between workplace bullying and CWB-P.

Research limitations/implications
– The paper utilized a cross-sectional self-report survey research design which does not permit causal inferences to be made. Longitudinal research is needed to further investigate these relationships reported here.

Practical implications
– Management must seek to deal with the emergence of workplace bullying through their human resource management policies and practices as well as encouraging positive interpersonal work climates and cultures among employees.

Originality/value
– The paper is the first to investigate how various elements of psychological well-being can serve to mediate the relationship between workplace bullying and performance outcomes.
Can public relations improve the workplace? Measuring the impact of stewardship on the employer-employee relationship
Authors: D. Waters Richard , Sevick Bortree Denise , T.J. Tindall Natalie 
Published: September 2013

Purpose
– The purpose of this paper is to use relationship management theory to measure the impact of relationship cultivation on the employer-employee relationship. Specifically, the paper examines how well Kelly's (2001) conceptualization of stewardship can impact internal stakeholders.

Design/methodology/approach
– Through intercept surveys of 421 adults, the paper used existing scales to measure dimensions of the employer-employee relationship and the participants’ perceptions of stewardship in the workplace.

Findings
– This study found that the four dimensions of stewardship significantly impact feelings of trust, commitment, satisfaction, and balanced power between the employer and the employee. Additionally, increased use of stewardship resulted in increased involvement by employees.

Practical implications
– The results of the paper offer several specific suggestions employers can do to communicate more effectively with their employees so that they are not only more informed but also feel more positively about the relationship they have with the employer.

Originality/value
– Original stewardship scales were developed for the paper so that they can be tested in domains outside the nonprofit sector, where they have been routinely tested with donors and volunteers.
Effect of TB behaviour change communication (BCC) intervention in Enugu state, southeast Nigeria
Authors: Uchenna Onyeonoro Ugochukwu , Ngozi Chukwu Joseph , C. Nwafor Charles , O. Meka Anthony , C. Oshi Daniel 
Published: September 2013

Purpose
– In 2007, Nigeria commenced a nationwide behavioural change communication (BCC) intervention to increase uptake of tuberculosis (TB) care services. The purpose of this paper is to evaluate the effect of TB BCC intervention on knowledge and perception of TB in Enugu state, southeast Nigeria.

Design/methodology/approach
– This is a cross-sectional study carried out in December 2009 in which a total of 1,200 respondents (620 males and 580 females) from six local government areas (three urban and three rural), selected by multi-stage sampling technique were interviewed using a semi-structured questionnaire.

Findings
– The survey showed that most of the respondents had access to radio and about half to television. Access to media was significantly higher in urban areas than rural areas. Radio and community were the commonest sources of information of TB. The majority of the respondents were aware of that there was a message, however, ability to recall the content of the message varied. Significant association was observed between knowledge of the health education message and knowledge of TB transmission, that TB is curable and of appropriate care-seeking behaviour. Access to this media health education intervention was determined by age, gender, educational status, literacy, religion and access to media.

Practical implications
– The study showed that TB BCC is associated with high-level awareness of TB disease and appropriate care-seeking behaviour. Socio-demographic characteristics and locality were found to influence access to mass media communication. Therefore, consideration should be given to the appropriateness of medium of communication in the design of TB BCC. However, there is need to combine it with other strategies to reach the disadvantaged population.

Originality/value
– This study is the first population-based survey to ascertain access to TB-related BCC intervention and its effect on knowledge and care-seeking behaviour of this study population.
Service quality and customers’ purchase intentions: an empirical study of the Indian banking sector
Authors: Choudhury Koushiki 
Published: September 2013

Purpose
– The purpose of this paper is to understand the dimensionality of customer-perceived service quality and investigate the influence of service quality on customers’ purchase intentions.

Design/methodology/approach
– A modified SERVQUAL instrument was used to capture customers’ perceptions of service quality followed by exploratory factor analysis to study the dimensionality of service quality in retail banking. Multiple regression was used to probe the influence of the dimensions of service quality on purchase intentions.

Findings
– The results of the study provide strong support for the predictive power of perceived service quality on customers’ purchase intentions and shows that reliability is most important for influencing customers’ purchase intentions, followed by employee behaviour, tangibles and convenience.

Research limitations/implications
– Refinement of the scale for measuring service quality in retail banking is possible based on future newer trends in retail banking. Multiple measures of the purchase intentions construct may also be considered in future research.

Practical implications
– Retail bank managers must realise the importance of reliability as the strongest driver for purchase intentions. Performing the service dependably and accurately is the heart of service marketing excellence. When a company performs a service carelessly, when it makes avoidable mistakes, it shakes customers’ confidence in its capabilities and undermines its chances of earning a reputation for service excellence.

Originality/value
– The study explores the relationship between service quality and purchase intentions by linking both constructs at their dimensional level. This increases the diagnostics of explaining customers’ purchase intentions.
Are you providing the “right” customer experience? The case of Banca Popolare di Bari
Authors: Klaus Philipp , Gorgoglione Michele , Buonamassa Daniela , Panniello Umberto , Nguyen Bang 
Published: September 2013

Purpose
– The purpose of this paper is to model customer experience (CE) as a “continuum”, labelled customer experience continuum (CEC). The paper adopts a CE quality construct and scale (EXQ) to determine the effect of CE on a bank's marketing outcomes. The paper discusses the study's theoretical and managerial implications, focusing on CE strategy design.

Design/methodology/approach
– The paper empirically test a scale to measure customer experience quality (EXQ) for a retail bank. The paper interviews customers using a means-end-chain approach and soft-laddering to explore their CE perceptions with the bank. The paper classifies their perceptions into the categories of “brand experience” (pre-purchase), “service experience” (during purchase), and “post-purchase experience”. After a confirmatory factor analysis, the paper conducts a survey on a representative customer sample. The paper analyses the survey results with a statistical model based on the partial least squares method. The paper tests three hypotheses first, Customers’ perceptions of brand, service provider, and post-purchase experiences have a significant and positive effect on their EXQ, second, EXQ has a significant and positive effect on the marketing outcomes, namely share of wallet, satisfaction, and word-of-mouth, and third, the overall effect of EXQ on marketing outcomes is greater than that of EXQ's individual dimensions.

Findings
– The results of the statistical analysis support the three hypotheses.

Practical implications
– Banks should focus their CE strategies on the CEC and not on single encounters, tailoring marketing actions to specific stages in a customer's CE process. Different organisational units interacting with customers should be integrated into CE strategies, and marketing and communication budgets should be allocated according to CEC analysis. The model proposed in this paper enables the measurement of the quality of CE and its impact on marketing outcomes, thus enabling continuous improvement in CE.

Originality/value
– The research proposes a different view of CE by modelling the interaction between company and customer as a continuum (CEC). It provides further empirical validation of the EXQ scale as a means of measuring CE. It also measures the impact of CE on a bank's marketing outcomes. It discusses the guidelines for designing an effective CE strategy in the banking industry.