bluuebunny/crossref_metadata_2025_split huggingface dataset:
Assessing obstetric patient experience: a SERVQUAL questionnaire
Authors: Garrard Francesca , Narayan Harini 
Published: September 2013

Purpose
– Across health services, there is a drive to respond to patient feedback and to incorporate their views into service improvement. The SERVQUAL method has been used in several clinical settings to quantify whether services meet patient expectations. However, work has been limited in the obstetric population. This paper seeks to address these issues.

Design/methodology/approach
– This study used an adapted SERVQUAL questionnaire to assess a reconfigured antenatal clinic service. The most important care aspects, as rated by patients, were used to construct the SERVQUAL questions. The questionnaire was administered to eligible women in two parts. The first was completed before their first hospital antenatal appointment and the second either at home (a postal-chasing exercise) or while waiting for their next appointment. Only fully completed questionnaires (both parts) were analysed.

Findings
– Service strengths included staff politeness, patient respect and privacy. Areas for improvement included hand cleanliness, women's involvement in decision making and communicating risk. However, the low variability in patient responses makes concrete conclusions difficult and methodological issues complicate evaluating hand cleanliness. The new antenatal clinic service received low negative weighted and un-weighted overall scores. The SERVQUAL measure was developed from patient feedback and used to further improve services.

Practical implications
– The SERVQUAL-based measure allowed an internal evaluation of patient experience and highlighted areas for improvement. However, without validation, the questionnaire cannot be used as an outcome measure and variation between published SERVQUAL questionnaires makes comparisons difficult. This highlights an important balance in patient evaluation measures - between locally responsive and externally comparable.

Originality/value
– The SERVQUAL approach allows healthcare teams to evaluate patient experience, while accounting for variation in their expectations and priorities. The study highlights several areas that are important to obstetric patients, where expectation scores are high. However, the similar means and small samples left little difference between excellence and room for improvement.
Using the Plan-Do-Study-Act model: Pacesetters experiences
Authors: Moule Pam , Evans David , Pollard Katherine 
Published: September 2013

Purpose
– This article aims to analytically review the Plan-Do-Study-Act (PDSA) model used in the Pacesetters national programme evaluation.

Design/methodology/approach
– The evaluation team's two-fold role is outlined: supporting project teams to develop PDSA plans and collect evaluation data. Four case studies are used to show the PDSA model's application and effect in a participatory action learning approach. Despite limitations, it is clear that all four case studies illustrate the PDSA model's potential benefits in a participatory evaluation approach, which involves public and patients.

Findings
– The model's effectiveness is premised on several enabling factors such as: teams appreciating the model; a climate that values all learning and open to re-planning; engaging any external evaluators whose role is clearly communicated to all project stakeholders in a timely fashion.

Practical implications
– There are clear intentions to promote evidence-based commissioning in the UK that values patient and public involvement. The PDSA model has the potential to test and implement changes in real work-place settings and to involve the public in evaluation.

Originality/value
– Case study analysis identifies new reflections on the PDSA model's use to support innovative NHS practice development with public involvement in a participatory approach.
An analysis of the antecedents of loyalty and the moderating role of customer demographics in an emerging mobile phone industry
Authors: Qayyum Abdul , Ba Khang Do , Krairit Donyaprueth 
Published: September 2013

Purpose
– The purpose of this paper is to investigate how various antecedents influence customer loyalty in the mobile phone industry and how customer demographic variables moderate such relationships. A comprehensive model is proposed and tested empirically that features six antecedents identified in recent industry literature – customer satisfaction, perceived service quality, value, switching costs, trust, and corporate image – and common demographic variables.

Design/methodology/approach
– Data were collected using a field questionnaire survey of mobile phone users in Pakistan. Structural equation modeling (SEM) and multi-group SEM evaluate direct and moderating effects.

Findings
– Findings suggest that of six antecedents, customer satisfaction, perceived switching costs, service quality, and perceived value have positive and significant relationships with customer loyalty. Among the demographic variables, only income and area of residence moderate the relationships between customer loyalty and the antecedents.

Research limitations/implications
– The research was conducted in an Asian country where – due to recent liberalization – the telecommunications industry is emerging. The cultural and socio-economic diversity in Asia limits generalization of findings.

Practical implications
– Resource allocation that promotes customer loyalty in the mobile phone industry and improves customer satisfaction, perceived service quality, value, and switching costs can be optimized by implementing different measures for demographic groups. Policies should require mobile phone operators to invest more in rural areas to enhance and expand services.

Originality/value
– This study contributes to the literature by offering a comprehensive model that includes the most important antecedents of customer loyalty and customer demographics in the mobile phone industry. The model is validated empirically in the context of emerging Asian economies with new field data sourced from Pakistan.
Do emerging multinational enterprises possess South-South FDI advantages?
Authors: Arita Shawn 
Published: September 2013

Purpose
– The apparent success of emerging market multinational (EMNE) operations in the Global South has led some to launch a claim of competitive advantage in investing in markets with higher institutional risk. However, there has not been sufficient econometric investigation into all the forces driving South-South foreign direct investment (FDI). The purpose of this paper is to investigate the claim of institutional advantage and to further our understanding of South-South FDI.

Design/methodology/approach
– The paper employs a simple econometric model of FDI flows to investigate the differences between the factors driving FDI from developed country MNEs and EMNEs. The model is tested on a bilateral sample of FDI stock data of 21 developed and 22 emerging source economies and over 80 host countries.

Findings
– Contrary to the contention of the previous literature, the empirical results find little support for the claim to EMNE institutional advantage. EMNEs are just as sensitive to institutional risk as MNEs. The relatively higher participation of EMNE FDI in the Global South may be explained by other shared similarity factors across developing markets and competitive disadvantages in entering developed markets.

Originality/value
– The findings of this paper cast some doubts on the hope that EMNEs will improve the FDI demands of least developed countries (LDCs). Healthy institutions are an important prerequisite for attracting FDI, regardless of whether it originates from developed or emerging economies.
Design of cumulative count of conforming charts for high yield processes based on average number of items inspected
Authors: Chen Jung-Tai 
Published: September 2013

Purpose
– This paper aims to propose a new approach to setting the control limits to promote the control performance of the cumulative count of conforming chart (CCC-r chart), in terms of the average number of items inspected (ANI).

Design/methodology/approach
– In contemporary high-yield manufacturing processes, the CCC-r chart is often an alternative of p charts or np charts for monitoring the fraction nonconforming (p). When a CCC-r chart is used, the traditional approach based on the equal-tail probabilities to setting control limits demonstrates a poor performance in terms of ANI as p deviates upward from its nominal value p
0. To improve the performance of CCC-r charts, this research uses a search method based on some analytical results to find the control limits such that the in-control ANI (ANI
0) is near-maximal and near-unbiased.

Findings
– Analytical validation confirms that the proposed approach outperforms the traditional one in terms of the maximum and the unbiasedness of ANI
0. When p
0 is not given, simulation results show that the minimum-variance unbiased estimator tends to perform better than the maximum likelihood estimator.

Originality/value
– This study numerically shows that the use of the proposed approach achieves the goal of the near-maximal and near-unbiased ANI
0, and hence improves the performance of CCC-r charts. In addition, because the proposed approach is computational intensive, this study also develops a Visual Basic project to help practitioners obtain the control limits using the proposed approach.
Performance analysis of repairable system using GA and fuzzy Lambda-Tau methodology
Authors: Kumar Ajay , Sharma S.P. , Kumar Dinesh 
Published: September 2013

Purpose
– The purpose of this paper is to develop a new approach for computing various performance measures such as reliability, availability, MTBF, ENOF, etc. for any industrial system.

Design/methodology/approach
– Pulping system, the main functionary part of paper industry, is the subject of the study. The interactions among the working components are shown using Petri nets (PNs). Failure and repair rates are represented using triangular fuzzy numbers (TFNs), as they allow expert opinion, linguistic variables, operating conditions, uncertainty and imprecision in reliability information, to be incorporated into system model. The failure rates and repair times of all constituent components are obtained using genetic algorithms (GAs) and then various performance measures are computed using fuzzy Lambda-Tau methodology (FLTM).

Findings
– The proposed methodology provides a better understanding about the behavior of any repairable system through its graphical representation.

Originality/value
– A new approach has been given to compute various performance measures and based on calculated reliability parameters, a structured framework has been developed that may help the maintenance engineers to analyze and predict the system behavior.
Measuring retail customer experience
Authors: Bagdare Shilpa , Jain Rajnish 
Published: September 2013

Purpose– This study aims at developing a reliable and valid measure of retail customer experience.Design/methodology/approach– Scientific scale development process has been followed. Survey methodology was used to collect data. The results are tested for reliability and validity using Confirmatory Factor Analysis.Findings– The study conceptualizes retail customer experience as a reliable and valid multidimensional construct, explained in four dimensions: leisure, joy, distinctive and mood.Research limitations/implications– It was confined to only “brick and mortar” personal lifestyle retail stores. Mediating and moderating effects of contextual variables and the influence of antecedents have not been studied. It provides insights into the “delivered” retail customer experience as perceived by the shoppers for future research.Practical implications– The scale can be used to measure the experiential responses of retail customers and provide directions for retailing strategies.Originality/value– The study presents psychometrically valid scale to measure retail customer experience scale.
The influence of visual packaging design on perceived food product quality, value, and brand preference
Authors: S.T. Wang Edward 
Published: September 2013

Purpose
– Although the increase in point-of-purchase decisions heightens the communication potential of food product packaging, empirical research on understanding how visual packaging affects consumers' subsequent product and brand evaluations and perceptions is scant. This study seeks to develop a theoretical model to show the effects of consumer attitudes toward visual food packaging on perceived product quality, product value, and brand preference.

Design/methodology/approach
– A self-administered questionnaire developed from the literature was conducted, and 315 undergraduate students participated in the study.

Findings
– The empirical results show that attitudes toward visual packaging directly influence consumer-perceived food product quality and brand preference. Perceived food product quality also directly and indirectly (through product value) affects brand preference.

Originality/value
– This paper offers directions for understanding the effects of visual packaging on positive consumer product and brand evaluations. Based on the study findings, food firms should emphasize the visual packaging design factors such as color, typeface, logo, graphics, and size to form consumers' positive perceptions and brand preference.
The role of diaspora in attracting Indian outward FDI
Authors: Anwar Amar , Mughal Mazhar 
Published: September 2013

Purpose
– This paper aims to examine the Indian migrants' role in attracting outward foreign direct investment (OFDI) from India to their respective host countries. Diasporas play a crucial role in augmenting trade, foreign direct investment and prosperity of a country. They facilitate acquisition and exchange of technical knowhow, market information and physical capital, and are therefore considered as social capital.

Design/methodology/approach
– This paper employs mixed effect model using data for the period 1999-2008.

Findings
– This paper finds that the presence of Indian diaspora has a substantial positive effect on the volume of Indian overseas investments in the developed countries. This is particularly the case with Indian OFDI to Asia Pacific, whereas those to Europe appear to be affected by the Indian migrant community only in the presence of bilateral investment treaties (BITs). The author findings highlight the role of Indian diaspora in promoting trade and investment links between India and other Asia Pacific countries.

Originality/value
– This is the first empirical analysis of the role of Indian overseas community in attracting Indian OFDI.
Domestic banks' responses to the entry of foreign banks in China
Authors: Lin Horn-Chern , Zeng Tao 
Published: September 2013

Purpose
– This paper examines the effect that foreign bank entry into China had on transaction fees and service fees charged by domestic Chinese banks.

Design/methodology/approach
– This paper is an empirical study using financial data for listed Chinese banks collected from the China Stock Market Financial Statement Database.

Findings
– This paper finds that domestic banks cut transaction fees and service fees shortly before the entry into China of foreign banks, and domestic banks did not cut transaction fees and service fees after foreign banks entered into China.

Research limitations/implications
– This paper does not examine any non-price strategies employed by local Chinese banks in response to the entry of foreign banks.

Originality/value
– This is the first study to examine transaction fees and service fees charged by domestic Chinese banks in response to the entry of foreign banks into China.
Can indigenous enterprises upgrade under open economy? The case of China
Authors: Dai Xiang 
Published: September 2013

Purpose– The purpose of this paper is to econometrically examine whether indigenous enterprises can upgrade under open economy by using micro-firm data.Design/methodology/approach– In order to make clear the impact of outward development on the indigenous manufacturing export enterprises' productivity from micro level and to propose policy recommendation, the research group selected indigenous manufacturing export enterprises in Kunshan China as research objects and made a large-scale survey. Based on micro-firm data from survey, the paper carries out empirical analysis.Findings– After controlling some other variables including innovation activity, human capital and enterprises scale, empirical result shows that export activity, establishing connections with FDI enterprises, industry clusters formed under open economy all have significant and positive effect on upgrading of indigenous enterprises.Originality/value– This paper is the first to use micro-firm data obtained from survey to examine factors affecting indigenous enterprises' upgrading capability of China.
A classification scheme for content analyses of YouTube video comments
Authors: Madden Amy , Ruthven Ian , McMenemy David 
Published: September 2013

Purpose
– The video-sharing website YouTube encourages interaction between its users via the provision of a user comments facility. This was originally envisaged as a way for viewers to provide information about and reactions to videos, but is employed for other communicative purposes including sharing ideas, paying tributes, social networking, and question answering. This study seeks to examine and categorise the types of comments created by YouTube users to highlight the various ways in which this interactive feature has been employed as a means of communication and self-expression.

Design/methodology/approach
– By conducting a content analysis of 66,637 user comments on YouTube videos the authors created a classification schema which may be used to categorise the types of comments users leave.

Findings
– The schema reveals ten broad categories, and 58 subcategories which reflect the wide-ranging use of the YouTube comments facility.

Research limitations/implications
– As YouTube continues to evolve, new types of comments that do not appear in the scheme outlined will appear. However, this schema will provide an initial structure upon which other investigations can build when analysing the ongoing use of the YouTube comments feature as a communication device.

Practical implications
– This scheme may be used for researchers in a variety of disciplines who are interested in using user-generated content. The scheme will aid in the description and mining of this content and provides a way of structuring this content into categories representing user intent.

Social implications
– This study highlights the variety of purposes to which the user commenting facility of YouTube is employed. These include purposes such as reminiscence, grieving, giving advice and communication.

Originality/value
– This is the first detailed, content-based analysis of the types of comments created by YouTube users. The classification scheme facilitates the analysis of these comments for a variety of purposes, including marketing, communication studies and studies of information seeking.
Structural equation model for analysing critical risks associated with facilities management outsourcing and its impact on firm performance
Authors: I. Ikediashi Dubem , O. Ogunlana Stephen , Udo Godfrey 
Published: September 2013

Purpose– This study aimed to develop and empirically test a structural equation model for investigating risk factors associated with outsourcing of facilities management (FM) services and its impact on firm performance (FP).Design/methodology/approach– Using data derived from an earlier study, a conceptual model was hypothesized and empirically tested to clarify causal relationships between risk variables and how they influence FP.Findings– Supported by empirical evidence, the study established that only vendor risk variables have marginal impact on FP. There were however significant positive relationship between vendor risks factors and relationship risk factors, client based factors (CBF) and relationship risk factors, client based risks and vendor related risks, and contract risks factors and relationship risk.Practical implications– The final structural equation model has revealed key risk components that would require standard mitigation measures in order to achieve outsourcing success in the FM sector. It is a sector that is thriving in Nigeria and requires every effort to make it an international recognised market.Originality/value– This paper provides a greater understanding of the interactions between key elements of outsourcing risks associated with FM provision as well as the degree of relationship between them.
Specific competencies in humanitarian logistics education
Authors: Bölsche Dorit , Klumpp Matthias , Abidi Hella 
Published: September 2013

Purpose
– The purpose of the research paper is to provide the humanitarian logistics community with an overall picture about competencies and skills in humanitarian logistics and if there is a lack of professionalization of the logistics function in humanitarian context from an international perspective. Further this research elaborates practical approaches how the skills and competencies can be enhanced and developed for international education programs.

Design/methodology/approach
– An empirical survey as approach was used. Hereby a descriptive analysis provides in a comprehensive way education, skills and competencies in humanitarian logistics. The respondents are from different countries and continents as well as from different humanitarian sector, e.g. humanitarian organizations (HOs), logistics service providers, military services and researchers.

Findings
– In general, the findings of the research paper present valuable insights of mandatory contents of education in humanitarian logistics as well as competencies and skills on different levels based on European Qualification Framework (EQF). This research paper explores these and offers suggestions to improve and promote market and professional competencies and skills for the humanitarian logistics sector and to minimize their impacts.

Research limitations/implications
– The field survey was due to access and motivation restriction mainly answered by academics in the field of humanitarian logistics or by leadership personnel with very high academic merits (MA/PhD). Further the objective of this research paper was purposefully limited to describing the education requirements, not gap analysis with existing education offers or development of new curricula content – this should be a task for further research setups.

Practical implications
– Specific requirements regarding negotiation and legal competences are named in the survey as well as the objective of specific, country-related adaptions and the time schedule form of education trainings in humanitarian logistics (during a professional career with as much time absent for learning as feasible).

Social implications
– The paper highlights the increasing demand and still existing gap regarding education and training in humanitarian logistics in the field. All included institutions and persons have to re-evaluate their prioritization and budgeting in order to support further education and training for personnel in humanitarian logistics according to the results of the survey and addressing the need of logisticians in the humlog management and operations.

Originality/value
– This paper adds to the knowledge about the implications of education and training and measurement of skills and competencies based on EQF for theory and practice. Further the humanitarian logistics community requires rudimentary humanitarian logistics education to enhance the logistics operation in case of disaster toward the affected people.