bluuebunny/crossref_metadata_2025_split huggingface dataset:
Improving processes in financial service organizations: where to begin?
Authors: Lokkerbol Joran , Does Ronald , de Mast Jeroen , Schoonhoven Marit 
Published: March 2013

PurposeThe purpose of this paper is to create actionable knowledge, thereby supporting and stimulating practitioners to improve processes in the financial services sector.Design/methodology/approachThis paper is based on a case base of improvement projects in financial service organizations. The data consist of 181 improvement projects of processes in 14 financial service organizations executed between 2004 and 2010. Following the case‐based reasoning approach, based on retrospective analysis of the documentation of these improvement projects, this paper aims to structure this knowledge in a way that supports practitioners in defining improvement projects in their own organizations.FindingsIdentification of eight generic project definition templates, along with their critical to quality flowdowns and operational definitions. An overview of the distribution of improvement projects of each generic template over different departments and the average benefit per project for each department. The generic templates give people with knowledge about the process under improvement the ability to use their knowledge effectively in the form of an improvement project.Originality/valueDue to increasing international competition, financial service organizations must continuously improve in order to secure a competitive advantage. This paper turns continuous improvement from an abstract concept into something tangible and achievable, by giving practitioners with local knowledge tried and tested templates to identify promising themes for process improvement, and to make effective project definitions.
Residents' perception of the quality of public housing in urban areas in Ogun State, Nigeria
Authors: Ibem Eziyi O. 
Published: March 2013

PurposeThe general aim of this research is to investigate residents' perception of the quality of public housing and factors influencing this in Ogun State Southwest Nigeria. This is in view of a paucity of published works on this subject matter and the need to upgrade the quality of public housing in urban areas in Nigeria.Design/methodology/approachData for the study were collected through a cross sectional survey of proportionately selected 517 household heads in newly constructed public housing estates, and 90 staff members of four key public housing agencies in urban areas of Ogun State, Nigeria. Structured questionnaires were used in the collection of primary data. Descriptive statistics and categorical regression analysis were used in data analysis.FindingsThe results show that a majority of the respondents rated their current residential environment low on the quality scale. Whereas housing unit attributes were rated highest, neighbourhood facilities were rated very low on the housing quality scale. Housing delivery strategies, spatial deficiencies in housing units, organizational capacity of housing providers, age, income, education and tenure status of residents were found to be among the key factors influencing residents' perception of housing quality in the study area.Research limitations/implicationsThe survey was concentrated on newly constructed public housing by Ogun State government in selected urban areas. Other studies can examine housing constructed by the Federal Government of Nigeria in the study area.Practical implicationsLack of access to housing services, infrastructure and neighborhood facilities accounts for poor quality of public housing in the study area. This can be improved through adequate provision of basic social amenities, organizational capacity building and adoption of appropriate housing delivery strategies by public housing providers.Originality/valueA framework for studying the quality of public housing in Nigeria and other countries has been developed. The findings can assist public housing policy makers and programme managers to improve on the quality of public housing and services.
Design for reliability predictability (DRP)
Authors: Semegn Assefa , Murphy Eamonn 
Published: March 2013

PurposeThe purpose of this paper is to introduce a novel approach of designing, specifying, and describing the behavior of software systems in a way that helps to predict their reliability from the reliability of the components and their interactions.Design/methodology/approachDesign imperatives and relevant mathematical documentation techniques for improved reliability predictability of software systems are identified.FindingsThe design approach, which is named design for reliability predictability (DRP), integrates design for change, precise behavioral documentation and structure based reliability prediction to achieve improved reliability predictability of software systems. The specification and documentation approach builds upon precise behavioral specification of interfaces using the trace function method (TFM) and introduces a number of structure functions or connection documents. These functions capture both the static and dynamic behavior of component‐based software systems and are used as a basis for a novel document driven structure based reliability predication model.Originality/valueDecades of research effort have been spent in software design, mathematical/formal specification and description and reliability prediction of software systems. However, there has been little convergence among these three areas. This paper brings a new direction where the three research areas are unified to create a new design paradigm.
Attributes of overall satisfaction of agricultural machinery dealers using a three‐factor model
Authors: Staus Alexander , Becker Tilman 
Published: March 2013

PurposeThis paper aims to investigate the satisfaction of dealers with their suppliers in the agricultural machinery sector.Design/methodology/approachA dummy approach of the three‐factor model is used to detect the dimensions that influence the overall satisfaction of agricultural machinery dealers. The model considers satisfiers, dissatisfiers and so‐called performance factors that might lead to both satisfaction and dissatisfaction.FindingsTwo dissatisfiers, after‐sales and service methods and relationship with supplier, are detected. Furthermore, there is one satisfier, competitive outlook, and one performance factor, the product program.Research limitations/implicationsThe dummy approach detects the three factors implicitly. A Kano‐questionnaire might be helpful to confirm the results.Practical implicationsProducers should first fulfill the factors that have the highest negative impact: product program, followed by after‐sales and service methods and relationship with supplier. After reaching a specific level within these factors, producers could seek to increase their dealers' satisfaction with the two factors, product program and competitive outlook. The product program thus represents the key factor for producers seeking to both decrease dissatisfaction and increase satisfaction.Originality/valueWhile different approaches of the three‐factor model are used along with customer satisfaction, this paper is the first to detect different factors of dealer satisfaction in the agricultural machinery sector.
Where's the strategic intent in key account relationships?
Authors: J. Ryals Lynette , A. Davies Iain 
Published: March 2013

Purpose– Over the past ten to 15 years, key account management (KAM) has established itself as an important and growing field of academic study and as a major issue for practitioners. Despite the use of strategic intent in conceptualizing KAM relationship types, the role of strategic intent has not previously been empirically tested. This paper aims to address this issueDesign/methodology/approach– This paper reports on inductive research that used a dyadic methodology and difference modelling to examine nine key account relationship dyads involving 18 companies. This is supplemented with 13 semi-structured interviews with key account managers from a further 13 companies, which provides additional depth of understanding of the drivers of KAM relationship type.Findings– The research found a misalignment of strategic intent between supplier and customer, which suggested that strategic intent is unrelated to relationship type. In contrast, key buyer/supplier relationships were differentiated not by the level of strategic fit or intent, but by contact structure and differentiated service.Practical implications– This research showed that there can be stable key account relationships even where there is an asymmetry of strategic interests. The findings also have practical implications relating to the selection and management of key accounts.Originality/value– These results raise questions relating to conceptualizations of such relationships, both in the classroom and within businesses.
Institutional constraints for outsourcing services in Russia
Authors: Karhunen Päivi , Kosonen Riitta 
Published: March 2013

PurposeThe purpose of this paper is to show how the institutional context in an emerging economy, Russia, moderates the “do or buy” decision of international firms operating in the country. This is examined through the influence of institutional voids on transaction costs and definition of core competencies.Design/methodology/approachThe paper adopts a qualitative research approach, where the empirical data are based on interviews with executives of eight Finnish companies, which have invested in Russia's second largest city, St Petersburg.FindingsThe key findings include first, that the formal and informal constraints in the Russian business environment influence outsourcing decisions in terms of increased transaction costs, and in terms of resources needed to be competitive. Second, the authors show that, due to these constraints, a firm in Russia may need to insource functions that it would otherwise outsource as non‐core activities and invest in building of competencies specific to the Russian business environment.Research limitations/implicationsThe limitation of the study is its focus on two countries. However, the analytical framework proposed for examining influence of institutions on outsourcing strategies is applicable to other country contexts.Practical implicationsThis paper shows how the institutional constraints of the host country, reflecting in this case as underdeveloped market for business services and complex state regulation, can result in a significant need for adaptation of a foreign firm's business processes. This must be taken into account in business planning and allocation of resources to the Russian operations.Originality/valueThe paper provides researchers and practitioners with new information about a little‐studied topic by showing concrete ways of how institutions influence outsourcing strategies in Russia.
The importance of cultural adaptation for the trust development within business relationships
Authors: Weck Marina , Ivanova Maria 
Published: March 2013

PurposeThe purpose of this paper is to reveal how trust develops between partner firms in the context of intercultural business relationships and how understanding of the business culture of a partner firm and adaptation to it can be a driving force for the beginning and maintaining of trust development with that partner.Design/methodology/approachThe study is of a qualitative nature and employs “elite interviewing” methodology for the aims of data collection. The analysis is conducted through theoretically‐informed reading of interviews.FindingsManagers constantly learn the business culture of the partner through interactions. Adaptation based on the acquired business culture knowledge is found to be as important for the development of trust between business relationships' parties. A “moderate” level of cultural adaptation is identified as most favourable for this development. Additionally, a categorization of cultural adaptation within business relationships is proposed.Research limitations/implicationsThe insufficient number of personal interviews within a specific industrial context does not allow a generalisation of the study outcomes.Originality/valueResearch which addresses the importance of cultural adaptation for trust development within business relationships, is scarce. This study attempts to fill in this gap. Furthermore, it shows the need to consider business culture, rather than national culture, while studying business relationships. Finally, the study provides interesting avenues for further research.
Managing portfolios of interconnected customers: evidence from Russian B2B market
Authors: Tsybina Evgeniya , Rebiazina Vera 
Published: March 2013

PurposeThe purpose of this paper is to broaden the current view of customer portfolio management by including the notion of customer interconnectedness.Design/methodology/approachThe previous research in customer portfolio theory is reviewed, with special attention to customer interconnectedness. Customer interconnectedness as a criterion to build customer portfolios is studied in the example of large Russian b2b company. First, the results of participative inquiry research within the company are presented and then the insights from five in‐depth interviews are described.FindingsFindings suggest that the assumption of customer independence in a portfolio, on which most of customer portfolio models are based, may not fit certain markets and industries. This paper sheds light on to the specifics of customer portfolio building, in the Russian context and results in the customer interconnectedness assumption.Research limitations/implicationsAdditional research beyond the provided exploratory study is needed to quantitatively test the assumption and generalize the results. The main research implications relate to the new perspective on customer portfolio theory based on customer interconnectedness.Practical implicationsThe paper provides researchers and practitioners with insights into customer portfolio models specifics existing in Russia. This knowledge can be helpful, also, for foreign companies entering the Russian market.Originality/valueThe process of customer portfolio building in the Russian b2b markets has been addressed for the first time in b2b marketing research. The analysis of customer portfolio building in Russian b2b context shows that customer independence assumption is challenged and should be replaced with customer interconnectedness approach.
Perspectives of SME innovation clusters development in Russia
Authors: Bek Mikhail A. , Bek Nadezda N. , Sheresheva Marina Y. , Johnston Wesley J. 
Published: March 2013

PurposeThe purpose of this paper is to develop and test models explaining the unsatisfactory innovation activity of Russian firms and the main obstacles to innovation cluster development.Design/methodology/approachBased on statistical analysis and the results of a pilot survey of 192 local businessmen, followed by imitation modeling analysis, the study tests hypotheses regarding the impact of unsatisfactory institutional environments, including weak property rights protection, on innovation cluster development in Russia.FindingsThe analysis shows that the impact of adverse factors on innovation activities of cluster members is crucial, and estimates to what extent the negative factors' influence should be reduced to prevent cluster degradation processes.Research limitations/implicationsThe models provide a number of sensitivity tests of the parameters; however, data from clusters with different levels of support and protection need to be obtained. Government experiments could be conducted to test the models and find ranges of optimal parameters for cluster development. Short of this, examination of actual data from different cluster in similar environments would allow estimated of optimal strategies for support. Longitudinal data can also help determine the actual cause and effect of successful innovation cluster development.Practical implicationsThe paper provides managerial implications for organizations involved in innovation clusters, which can be used to improve cluster members' performance and collaborative innovation activities by means of creating acceptable institutional environments.Originality/valueThe paper provides evidence of the connection between collaborative activities of clustering organizations in Russia and their performance caused by expectations concerning institutional conditions on the macro level in Russia.
Heterogeneous accountingisation
Authors: Kraus Kalle 
Published: March 2013

PurposeThis paper aims to explore the effects of the increased influence of accounting on core values and practices within the services providing home care in Sweden – a public sector setting involving inter‐organisational cooperation.Design/methodology/approachCase study data were obtained primarily through semi‐structured interviews with managers and front‐line staff involved in home care.FindingsWhen accountingisation is extended to include inter‐organisational cooperation, a form of heterogeneous accountingisation occurred in the home care services: an internal domain (with a low level of accountingisation) could be differentiated from an inter‐organisational domain (with a high level of accountingisation). When the accounting‐induced disturbances intensified, there was a redefinition of core values. In the internal domain, core values of pensioner‐oriented focus and flexibility during service delivery persisted. In contrast, in the inter‐organisational domain, core values had the legal boundaries of the organisation as their central foundation, standardisation was emphasised, and inter‐organisational work practices were defined as the other organisation's responsibility. The findings also extend the research on absorption groups by indicating the rise of a new type of absorption process. Absorption was not undertaken by a few individuals, specialist work groups or satellite organisations, as described in the literature; instead, all front‐line welfare professionals were involved in absorbing the accounting‐induced disturbances when performing their tasks.Research limitations/implicationsThis case study research is context‐specific and the meaning and consequences of accountingisation may differ within the public sector because of the status and strength of professional groups concerned.Originality/valueTo date, research on accountingisation has primarily employed an intra‐organisational perspective. This paper analyses accountingisation in an inter‐organisational setting.
Metaphor in Nortel's letters to shareholders 1997‐2006
Authors: Bujaki Merridee , McConomy Bruce 
Published: March 2013

PurposeThis paper seeks to analyze the use of metaphor in the 1997‐2006 letters to shareholders (LTS) of Nortel Networks Corporation (Nortel). It aims to assess the prevalence of metaphor and changes in the use of metaphor as turnover in corporate leadership took place and as Nortel's financial fortunes changed.Design/methodology/approachMetaphors in the LTS are part of a corporation's voluntary disclosures, which in turn may be used for impression management purposes. The paper uses discourse analysis, in particular quantitative and qualitative content analysis, of the LTS to identify key metaphors and to evaluate changes in the prevalence of these metaphors across corporate leaders and during phases of growth and decline.FindingsSeveral key metaphors are identified in Nortel's letters to shareholders, including science, journey, vision, construction and theatre. Evidence is also found that demonstrates changes in the prevalence of metaphors across various chief executive officers, and changes in the meaning of metaphors in periods of growth and decline.Originality/valueThe contribution of the paper is to highlight the use of metaphor in the voluntary disclosures (i.e. letters to shareholders) of a major North American corporation during a turbulent decade. The preferences of four very different CEOs are reflected in their choice of metaphor, supporting arguments that metaphor is used in voluntary disclosures as a means of impression management, particularly in relation to trends in corporate financial performance.
Discharging not‐for‐profit accountability: UK charities and public discourse
Authors: Dhanani Alpa , Connolly Ciaran 
Published: March 2013

PurposeThis paper aims to examine the accountability practices of large United Kingdom (UK) charities through public discourse.Design/methodology/approachBased on the ethical model of stakeholder theory, the paper develops a framework for classifying not‐for‐profit (NFP) accountability and analyzes the content of the annual reports and annual reviews of a sample of large UK charities using this framework.FindingsThe results suggest that contrary to the ethical model of stakeholder theory, the sample charities' accountability practices are motivated by a desire to legitimize their activities and present their organizations' activities in a positive light. These results contradict the raison d'être of NFP organizations (NFPOs) and the values that they espouse.Research limitations/implicationsUnderstanding the nature of accountability reporting in NFPOs has important implications for preparers and policy makers involved in furthering the NFP agenda. New research needs to examine shifts in accountability practices over time and assess the impact of the recent self‐regulation developed to enhance sector accountability.Originality/valueThis paper contributes to the NFP accountability literature by: first, developing a framework of NFP accountability through public discourse using the ethical model of stakeholder theory; and second, advancing the understanding of the accountability practices of large UK charities.
The diffusion of risks in public private partnership contracts
Authors: Demirag Istemi , Khadaroo Iqbal , Stapleton Pamela , Stevenson Caral 
Published: March 2013

PurposeThe UK government argues that the benefits of public private partnership (PPP) in delivering public infrastructure stem from transferring risks to the private sector within a structure in which financiers put their own capital at risk, and the performance‐based payment mechanism, reinforced by the due diligence requirements imposed by the lenders financing the projects. Prior studies of risk in PPPs have investigated “what” risks are allocated and to “whom”, that is to the public or the private sector. The purpose of this study is to examine “how” and “why” PPP risks are diffused by their financiers.Design/methodology/approachThis study focuses on the financial structure of PPPs and on their financiers. Empirical evidence comes from interviews conducted with equity and debt financiers.FindingsThe findings show that the financial structure of the deals generates risk aversion in both debt and equity financiers and that the need to attract affordable finance leads to risk diffusion through a network of companies using various means that include contractual mitigation through insurance, performance support guarantees, interest rate swaps and inflation hedges. Because of the complexity this process generates, both procurers and suppliers need expensive expert advice. The risk aversion and diffusion and the consequent need for advice add cost to the projects, impacting on the government's economic argument for risk transfer.Originality/valueThe expectation inherent in PPP is that the private sector will better manage those risks allocated to it and because private capital is at risk, financiers will perform due diligence with the ultimate outcome that only viable projects will proceed. This paper presents empirical evidence that raises questions about these expectations.