bluuebunny/crossref_metadata_2025_split huggingface dataset:
The service‐dominant perspective: a backward step?
Authors: O'Shaughnessy John , Jackson O'Shaughnessy Nicholas 
Published: May 2009

PurposeThe purpose of this paper is to demonstrate that the “service dominant” perspective advocated by Vargo and Lusch and applauded by so many marketing academics in the USA is neither logically sound nor a perspective to displace others in marketing.Design/methodology/approachThe paper is a conceptual analysis of the Vargo and Lusch paper that takes account of the implications of the service perspective being adopted as the perspective to replace all others.FindingsThe paper finds that the definition of services, seeking as it does to embrace all types of marketing, is too broad to have much operational meaning, while the focusing on activities rather than functions misdirects marketing altogether. Vargo and Lusch revive the claim that marketing should be viewed as a technology, the aim being to discover the techniques and rules (principles) applying to marketing. However, indifference to theoretical considerations encourages crudeness and the cultivation of ad hoc solutions. The Vargo and Lusch paper suggests that there is a one best way: a single unitary perspective for marketing. Instead there is a need for multiple perspectives in marketing, together with the methodological pluralism that it implies.Research limitations/implicationsThe paper does not claim to have teased out all the implications of the service‐dominant approach to marketing and other marketing academics might take into account other considerations such as the feasibility of the approach.Practical implicationsThe paper suggests the abandonment of any approach that disdains theory and believes that the development of marketing technology is the way to go.Originality/valueThe paper offers original criticisms of the service‐dominant perspective and its value lies in holding marketing back from taking a backward step.
Marketing performance measurement and firm performance
Authors: O'Sullivan Don , Abela Andrew V. , Hutchinson Mark 
Published: May 2009

PurposeThe research aims to test whether the ability to measure marketing performance affects the actual performance of firms, in the context of the European high‐tech sector. It also aims to test whether performance‐reporting frequency and size of marketing budget mediate the relationship between measurement ability and performance.Design/methodology/approachSurvey responses collected from 157 marketers were supplemented with firm performance data.FindingsResults show that marketing performance measurement ability positively impacts firm performance and that reporting frequency mediates this relationship.Research limitations/implicationsMore attention should be given to the activities that are measured rather than the metrics in use – which receive much attention in the literature. Current interest in marketing dashboards may be overstated.Practical implicationsEnhanced ability to account for marketing leads not only to improved firm performance, but also to greater regard for marketing at the senior management level.Originality/valueThis is the first study to demonstrate a link between marketing performance measurement ability or frequency and firm performance in the European market. It also provides an insight into the chain of effects linking marketing performance measurement ability to firm performance.
Modification of cured epoxy with amine functional chloroaniline formaldehyde condensate
Authors: Samanta Bidhan , Maity Tithi , Banthia A.K. 
Published: May 2009

PurposeThe purpose of this paper is to evaluate the improvement of mechanical and thermal properties of cured epoxy modified with amine functional chloroaniline formaldehyde condensate (AFCFC) and to determine the optimum level of modification.Design/methodology/approachTo evaluate toughening, different compositions were made by adding various concentration of AFCFC to epoxy. The impact, adhesive, tensile and flexural strengths of the modified and the unmodified epoxy were characterised by dynamic mechanical analysis. Thermogravimetric properties of modified epoxy were also reported.FindingsThe modification of epoxy resin using AFCFC showed significant enhancement of mechanical strength over unmodified epoxy. The reason behind this is that, in the initial stage of curing, the AFCFC are miscible with the epoxy and form a homogeneous solution. This homogeneity promotes the chemical reaction and network formation. During the curing process, as the molecular weight increases, the component separates within the reaction medium to form a second dispersed phase.Research limitations/implicationsThe toughening agent AFCFC has been synthesised by using chloroaniline and formaldehyde. By changing amine and aldehyde, other toughening agents could be synthesised and the efficiency of modification of epoxy resin using these could also be studied.Originality/valueAFCFC modified epoxy could be used in the field of coating, casting, adhesives, potting and encapsulation of semiconductor devices.
The influence of acid treatment on multi‐walled carbon nanotubes
Authors: Jiang X. , Gu J. , Bai X. , Lin L. , Zhang Y. 
Published: May 2009

PurposeThe purpose of this paper is to investigate in detail the effects of acid treatment on multi‐walled carbon nanotubes (MWNTs), which could find a variety of applications in coatings and composites.Design/methodology/approachA number of analytical techniques, including Fourier transform infrared spectroscopy (FT‐IR), X‐ray photoelectron spectroscopy (XPS), Raman spectroscopy (Raman), and scanning electron microscopy (SEM), were employed to assess the effects of acid treatment on MWNTs.FindingsIt was found that desirable modifications to MWNTs occurred after acid treatment. Thus, carboxylic acid groups were introducing on to the surface of MWNTs. It was also found that both chemical and physical properties of MWNTs could be modified/altered.Practical implicationsThe investigation established a method to modify MWNTs via acid treatment and the effects of such a treatment on MWNTs in detail. The modified MWNTs can be used for various applications and further modifications. The acid treated and the further modified MWNTs can be dispersed into polymers to prepare polymer/MWNTs composite materials and composite surface coatings. Some properties of the resulting composites were improved by the dispersed MWNTs, giving excellent mechanical, electrical, thermal and magnetic properties.Originality/valueThe finding on the effects of acid treatment on MWNTs, supported by detailed FT‐IR, XPS, Raman and SEM data, would be of interest to the field. The modification technique provided a route to further modification of carbon nanotubes. The acid treated and the further modified MWNTs are useful for preparation of polymer/MWNTs composite materials and composites surface coatings with improved mechanical, electrical, thermal and magnetic properties.
Chemical characterisation of extract derived from Daphne papyraceae and sonicator dyeing of cotton, silk and wool with the extract
Authors: Vankar Padma S. , Shanker Rakhi , Dixit Shalini , Mahanta Debajit , Tiwari S.C. 
Published: May 2009

PurposeThe purpose of this paper is to evaluate the efficiency of ultrasonication on new natural dye obtained from leaves and stem extracts of Daphne papyraceae using metal mordant for good cotton, silk and wool dyeing prospects. It also proposes to effect the characterisation of the colorant.Design/methodology/approachFor effective natural dyeing with leaves and stem extracts of D. papyraceae, both conventional and sonication methods for cotton, silk and wool dyeing were carried out using metal mordants. The purpose of using sonication was for betterment of dye uptake, improved dye adherence and good wash and light fastnesses. Results show marked improvement by the chosen dyeing method. Simultaneously, chemical characterisation of the colorant was carried out by first column chromatographic separation of the crude extract, followed by spectral analysis of the isolated products.FindingsThe superiority of sonicator dyeing over conventional dyeing in terms of enhanced resource productivity and, as a result, reduced wastes makes it the established best available technique in the natural dyeing industry. This fact has been examined for several natural dyes. Use of sonicator shows marked enhancement for cotton‐, silk‐ and wool‐dyed fabrics. Typical bath liquor to fabric ratio for conventional dyeing varies from 20:1 to 15:1 and for sonicator dyeing from only 12:1 to 10:1, thereby reducing specific water and energy consumption by 30 and 50 per cent, respectively. The cycle time for dyeing was also reduced by 50 per cent and this would benefit the dyeing process with more tonnage of fabric per unit time and with lower waste generation. This would also result in improved capacity utilization leading to enhanced productivity levels in the dyeing houses.Research limitations/implicationsAlthough metal mordanting with copper sulphate and potassium dichromate is not ecofriendly, only 2 per cent of these metal salts has been used to prepare different shades with leaves and stem extracts of D. papyraceae for cotton, silk and wool fabrics.Practical implicationsThe method developed for natural dyeing of cotton, silk and wool fabrics using sonication in conjunction with metal mordanting has shown marked improvement. The chemical composition of the crude extract shows the presence of flavonoids and other specific natural pigments.Originality/valueThe method developed for natural dyeing of cotton, silk and wool fabrics using stem and leaves extracts of D. papyraceae under sonication in conjunction with metal mordanting has shown marked improvement in terms of dye adherence and fastness properties and can thus be recommended for industrial application. This is a new source of natural dye.
Pre‐purchase decision‐making for a complex service: retirement planning
Authors: Rickwood Catherine , White Lesley 
Published: May 2009

PurposeThis purpose of this paper is to respond to calls for further research into consumer pre‐purchase decision‐making, and investigate the factors that cause a customer to make a decision to save for retirement.Design/methodology/approachExploratory research using eight focus groups was undertaken in Sydney, Australia with a total of 55 participants. The data were analysed using the approach suggested by Cresswell and includes coding into chunks, development of themes, interpreting, and validating findings.FindingsThree key findings emerged from the research. First, there are certain internal, external, and risk factors that have a major impact on propensity to save for retirement. These are: involvement level, motivation, needs and wants, family influence, marketer influence, competitive options, financial risk, functional risk, and psychological risk. Second, no clear and universal gender differences in the pre‐purchase decision‐making process emerged during the focus group discussions. Finally, alternative options for spending and addressing risk negatively influence pre‐purchase decision‐making and therefore the desire or ability to save.Research limitations/implicationsThis study is constrained by its exploratory nature. Consequently, future research could utilise quantitative methodology to confirm findings and allow generalisation of results. Also, a study incorporating ethnicity would add breadth to the findings.Practical implicationsManagers and policy makers benefit from understanding that marriage and turning 40 years old are highly influential to a consumer's likelihood to save for their retirement. This information is particularly useful for the development of marketing and communication campaigns.Originality/valueThis is the first exploratory study of pre‐purchase decision‐making which researches the triggers for buying complex financial services associated with saving for retirement.
Information transparency and digital privacy protection: are they mutually exclusive in the provision of e‐services?
Authors: Hung Humphry , Wong Y.H. 
Published: May 2009

PurposeThe purpose of this study is to develop and validate a model to analyze the inter‐relationship between information transparency and the protection of digital privacy of customers, from the perspective of e‐services providers.Design/methodology/approachA total of 320 questionnaires were sent out to all e‐banking service providers in the Guangdong province in China in 2004 and 150 useable questionnaires were collected. The response rate was 46.9 percent.FindingsThe paper identifies three types of digital privacy: information, communication and individual privacy. The findings show that e‐service marketers who adopt a more open information transparency policy are more likely to pay attention to customers' information and communication privacy, but less to their individual privacy.Practical implicationsE‐services providers need to be very careful about the necessity to be transparent in information sharing, but at the same time, have to be well aware of the need of the protection of individual privacy of their customers. Unfortunately, at times they may be too aggressive in adopting an open information transparency policy that may upset their customers by intruding into their individual privacy.Originality/valueThe paper contributes to a more comprehensive conceptualization of digital privacy not only by identifying three generic types of privacy (information, communication and individual), but also by looking into the relationship between information transparency and these three generic types of privacy. This study shows that, unlike the first two types of privacy, individual privacy of customers is given less concern by most e‐service providers.
Service‐to‐service marketing: relationships between law firms and hospitals
Authors: Sergius Koku Paul 
Published: May 2009

PurposeThis paper aims to examine the key factors that facilitate the service to service (S2S) marketing relationships. Specifically, it aims to focus on the relationship between external counsels (law firms) and hospitals.Design/methodology/approachThe study uses exploratory research that comprised a series of interviews with the relevant parties.FindingsReputation and word‐of‐word play roles in soliciting a firm to submit a proposal; advertisements seem to play no role. Furthermore, S2S marketing relationships occur over distinct and different phases and require a different set of facilitating factors.Research limitations/implicationsAs this was exploratory research conducted in the US, the results are not generalizable, nevertheless, they offer a unique insight into a kind of S2S marketing relationship, specifically between hospitals and law firms.Practical implicationsService providers who seek S2S marketing relationships should invest more in building and shoring‐up their reputation instead of advertising, because service purchasers use reputation and word‐of‐mouth instead of advertisements in selecting firms to ask for proposals.Originality/valueThe study provides an insight into an important, but neglected area in marketing.
Does “true” personal or service loyalty last? A longitudinal study
Authors: Bove Liliana L. , Johnson Lester W. 
Published: May 2009

PurposeThe paper aims to use Dick and Basu's two‐dimensional matrix that identifies four types of customer loyalty: true, spurious, latent and non‐loyal. It seeks to investigate if these four distinct clusters of loyalty existed both in terms of loyalty to the individual service worker (personal loyalty) and loyalty to the firm (service loyalty). The paper also aims to examine the stability of the loyalty clusters.Design/methodology/approachUsing self‐completion mail questionnaires, females over 18 who frequently used the service were surveyed at two time periods, 18 months apart. Of the original 341 respondents at time 1, only 137 (40 per cent) of these successfully completed the questionnaire at time 2.FindingsEven though the service context is such that the customer has the freedom of choice in selecting the service, the four loyalty clusters were found for both personal loyalty and service loyalty. Those customers who were originally classified as “true” loyals were the most stable group. Perceived credibility of the service worker and the length of the customer relationship with the service worker were found to be the main drivers of the type of customer loyalty cluster.Originality/valueThis study provides further empirical support of the value of true loyal customers, defined in terms of both a positive relative attitude towards the object of loyalty and high repeat patronage behavior. A higher proportion of true loyal customers were retained by both the service worker and firm compared to the other loyalty types.
Service performance and procedural justice: the mediating roles of family life cycle and culture
Authors: Nance William , White Darin 
Published: May 2009

PurposeThe purpose of this study is to examine how service performance and procedural justice are related and how this relationship is moderated by family life cycle (FLC) and culture. While it has long been assumed that customer perceptions of fair treatment by service providers are related to service quality perceptions, there has been little research that explicitly examines this relationship. Previous research has established that justice is an influential antecedent of behavior and attitudes in many different settings.Design/methodology/approachUsing a 42‐item survey instrument combining the SERVPERF scale, a procedural justice scale and several demographic measures, responses were obtained from 717 individuals from Central and Eastern Europe and the USA. A 2×2 factorial design was used to evaluate the relationship between service performance and justice perceptions, and the moderating impacts of FLC position and culture on these perceptions.FindingsStrong evidence was found to support the notion that fair treatment of customers affects service performance perceptions across both FLC position and culture.Research limitations/implicationsOnly one service industry (higher education) was used. This study should be replicated in other industry settings to provide validation across industries.Originality/valueFrom both empirical and theoretical standpoints, this study bridges the gap between two separate but related literature streams of service performance and procedural justice.
Library space in the digital age: the pressure is on
Authors: Robinson Cynthia K. 
Published: May 2009

PurposeThe purpose of this article is to discuss the need for librarians to be proactively involved in institutional decisions regarding repurposing or annexation of library space. As libraries transition from print to electronic delivery of journals, especially in STM intensive libraries, administration will begin to question the need to retain large runs of bound print journal volumes, especially in light of the ever‐present space crunch faced by many institutions.Design/methodology/approachThe paper provides a viewpoint based on the experience of repurposing library space for alternative use.FindingsLibrarians must be proactive when addressing library space issues. It is imperative that librarians are actively involved in defining the direction and future of the library rather than waiting for the decision to be made for them by their institution.Originality/valueThe paper advocates the need to be proactive rather than reactive in planning for the future use of library space.
Design for sustainability
Authors: Marcum James W. 
Published: May 2009

PurposeTo begin making the library sustainable requires a vision of what will be created and a description of the outcome of the process. This paper aims to address the issueDesign/methodology/approachThe paper provides a viewpoint on developing the sustainable library.FindingsLibraries have important roles to play in the unfolding internet saga, from preserving and organizing knowledge to accelerating and designing learning environments. Achieving sustainability is the new imperative, but the process is difficult, not easy. New mindsets, new strategies of collaboration and networking, widespread professional and staff engagement, and measuring and managing progress are all challenges to be met.Practical implicationsIn these troubled times clear vision and purpose are needed to maintain stakeholder support. Sustainability provides a model for designing appropriate vision, facilities, and services toward that end.Originality/valueThe complexities of designing sustainable libraries requires ongoing discussion and exploration. This paper adds insight to the debate.
Dark times
Authors: Steele Kirstin 
Published: May 2009

PurposeThe purpose of the paper is to consider the importance of librarians and library budgets, specifically, what a hierarchy of library needs might look like.Design/methodology/approachThe paper adopts a viewpoint approach.FindingsThe budget serves other, ongoing purposes, of course, but the very presence of a budget indicates that the vision is important, worth whatever mulch and compost and labor we can devote to it.Originality/valueThe paper presents an original viewpoint of budgeting for libraries in “dark times”.
Politics: the art of the possible
Authors: Linn Mott 
Published: May 2009

PurposeThis paper seeks to argue that when managing strategically it is important for leaders to view situations from multiple perspectives, one of which is the political point‐of‐view.Design/methodology/approachThe paper discusses and gives examples to illustrate how one can consider situations from the political vantage point.FindingsIt is helpful for library directors to consider situations from the political perspective.Practical implicationsThis provides one point of view that should be considered when a leader contemplates what actions to take.Originality/valueThis paper will help librarians better manage their libraries by considering the political perspective when assessing situations.
Library texts
Authors: Maxymuk John 
Published: May 2009

PurposeThe purpose of this paper is to discuss how text messaging offers a variety of ways to stay vital and visible to younger patrons with whom libraries most need to establish a relationship to ensure their future.Design/methodology/approachThe paper discusses narrowcasting, one‐to‐one communication and reference queries, all methods of text messagingFindingsEven with the inherent drawbacks of message length and the incurring of charges by library users, there seems to be a place for text messaging services within the library framework. Because of the portability, popularity and pervasiveness of cell phones among our users, particularly our younger ones, this service is a way for us to stay current.Originality/valueThe paper provides an original viewpoint on how text messaging could be used in libraries.
Staying positive in a down economy
Authors: Silverman Emily 
Published: May 2009

PurposeThe purpose of this paper is to provide suggestions for sustaining effective marketing and fundraising in challenging economic times.Design/methodology/approachThis paper discusses and gives examples of marketing and promotion strategies to sustain fundraising.FindingsThis paper proposes that, in an economic downturn, donors and stakeholders will respond to positive messages rather than tales of woe.Originality/valueThe value of this paper is in its suggestions for telling the library's story in ways that encourage financial support.