bluuebunny/crossref_metadata_2025_split huggingface dataset:
Employee perceptions of service quality in a call centre
Authors: Ramseook‐Munhurrun Prabha , Naidoo Perunjodi , Lukea‐Bhiwajee Soolakshna D. 
Published: October 2009

PurposeThe purpose of this paper is to assess service quality of a call centre as perceived by its employees using the SERVQUAL model. It also aims to explore factors predicting front‐line employee satisfaction and behavioural intentions in a call centre. Behavioural intentions are to be measured in terms of employees' willingness to recommend the call centre and their intentions to stay.Design/methodology/approachData were collected by field study in a particular call centre in Mauritius using a modified SERVQUAL questionnaire. The study explored both perception and expectation levels of front‐line employees. Using confirmatory factor analysis, the gap scores (performance minus expectation‐based model) were examined. Regression models were used to test the influence of the service quality dimensions on satisfaction and behavioural intentions.FindingsExploratory factor analysis uncovered three composite dimensions of call centre service quality: Assurance‐Empathy, Reliability‐Responsiveness, and Tangibles. The results for the regression model indicate that satisfaction is best predicted by tangibles, and intentions to stay and willingness to recommend are best predicted by reliability‐responsiveness.Practical implicationsBased on the results, service managers may consider measures in order to improve and diagnose service features in call centres.Originality/valueThe paper examines the structure and validity of the SERVQUAL model, given its wide use and criticism, and applies the model to an important set of related, yet distinct service organisations such as call centres.
Technical and functional determinants of customer satisfaction in the bank‐SME relationship
Authors: Lundahl Nicolaus , Vegholm Fatima , Silver Lars 
Published: October 2009

PurposeThe purpose of this study is to investigate the influence of the technical and functional dimensions of service management on customer satisfaction in the bank‐SME relationship.Design/methodology/approachAn ordinal logistic regression analysis is used to examine a total of 221 responses to a questionnaire distributed to small and medium‐sized enterprises (SMEs) in Sweden.FindingsBoth the technical and the functional dimensions of service management were shown to correlate with customer satisfaction. Thus, SMEs seem to evaluate their banking relationship not only on the basis of the effectiveness and quality of banks' service outcomes but also on the care and manner in which the bankers deliver services.Research limitations/implicationsThe study shows that relationship variables, such as personal interaction is a strong determinant for customer satisfaction in the bank‐SME relationship. Hence, there is a need for banks to focus training on understanding the issues of SMEs on a broader scale rather than solely on the sale of individual products.Originality/valueThe study examines both the technical and functional dimensions of service management in the bank‐SME relationship. Because most researchers treat ordinal scales as continuous variables, stronger conclusions can thus be drawn from the ordinal regression analysis performed here.
Internal market orientation in Indian banking: an empirical analysis
Authors: Kaur Gurjeet , Sharma R.D. , Seli Nitasha 
Published: October 2009

PurposeThis paper aims to examine the level of internal market orientation (IMO) in Indian banking as seen from the perspective of internal customers and suppliers, particularly with regard to the three components of market orientation: intelligence generation, intelligence dissemination, and responsiveness.Design/methodology/approachThe study is based on primary research conducted with data gathered from 611 internal customers and 37 internal suppliers of an Indian private sector bank.FindingsThe results indicate that all the three components of market orientation mentioned above determine the IMO level. Furthermore, the continuous emphasis on IMO by internal suppliers results in organizational commitment and job satisfaction among internal customers.Research limitations/implicationsThe study is limited to the three main dimensions of IMO: intelligence generation, intelligence dissemination, and responsiveness.Practical implicationsIn order to ensure increased satisfaction of internal customers, internal suppliers have to give due cognizance to the three aspects of IMO as these influence the internal customers' commitment, loyalty and hence their retention.Originality/valueThe research findings should prove to be of immense help to bankers, academicians and policymakers. Bankers will be benefited to the extent of ensuring zero internal customer defection through the implementation of effective intelligence generation, intelligence dissemination and responsiveness to internal market needs. Policymakers can devote their energies and resources towards identifying the constraints that lead to lower internal customer satisfaction and accordingly formulate policies aimed at maximizing their satisfaction level, thereby enhancing both market and financial performance of an organization.
Optimal Hermite collocation applied to a one‐dimensional convection‐diffusion equation using an adaptive hybrid optimization algorithm
Authors: Ricciardi Karen L. , Brill Stephen H. 
Published: October 2009

PurposeThe Hermite collocation method of discretization can be used to determine highly accurate solutions to the steady‐state one‐dimensional convection‐diffusion equation (which can be used to model the transport of contaminants dissolved in groundwater). This accuracy is dependent upon sufficient refinement of the finite‐element mesh as well as applying upstream or downstream weighting to the convective term through the determination of collocation locations which meet specified constraints. Owing to an increase in computational intensity of the application of the method of collocation associated with increases in the mesh refinement, minimal mesh refinement is sought. Very often this optimization problem is the one where the feasible region is not connected and as such requires a specialized optimization search technique. This paper aims to focus on this method.Design/methodology/approachAn original hybrid method that utilizes a specialized adaptive genetic algorithm followed by a hill‐climbing approach is used to search for the optimal mesh refinement for a number of models differentiated by their velocity fields. The adaptive genetic algorithm is used to determine a mesh refinement that is close to a locally optimal mesh refinement. Following the adaptive genetic algorithm, a hill‐climbing approach is used to determine a local optimal feasible mesh refinement.FindingsIn all cases the optimal mesh refinements determined with this hybrid method are equally optimal to, or a significant improvement over, mesh refinements determined through direct search methods.Research limitationsFurther extensions of this work could include the application of the mesh refinement technique presented in this paper to non‐steady‐state problems with time‐dependent coefficients with multi‐dimensional velocity fields.Originality/valueThe present work applies an original hybrid optimization technique to obtain highly accurate solutions using the method of Hermite collocation with minimal mesh refinement.
Human factors in traffic accidents in Lagos, Nigeria
Authors: Akanbi O.G. , Charles‐Owaba O.E. , Oluleye A.E. 
Published: October 2009

PurposeThe purpose of this paper is to identify the factors responsible for road traffic accidents among commercial commuter drivers in Lagos, Nigeria.Design/methodology/approachA total of 188 commercial drivers, driving 18‐seater mass transit buses in inter‐city highways were studied. Their accident records for the previous three years collected from Police records, Federal Road Safety Commission records, self‐administered questionnaires and observation of driving habits of the drivers. Their eye status were measured and data also collected from the Driver Union's Insurance Agency. A total of 25 human factor variables, identified as possible contributors to road traffic accidents were studied.FindingsSix variables were found as possible significant contributors to road traffic accidents. They are old age, overtaking, overspeeding, religious affiliation, bad brake conditions and use of bad tyres. When the variables were subjected to two‐way interactions, 44 variable combinations were significant (p < 0.05) with R2 of 0.994 and residual error of 1.165.Research limitations/implicationsAccidents are not usually caused by single variables but by a combination of variables.Originality/valueApart from variables commonly found in the literature as possible causes of road traffic accidents, there may be some factors that may be peculiar to some countries like religious affiliation, belief in use of charms to protect drivers from accident and eye problems that are not identified because of lack of regular tests among others.
Landslide hazard zonation in Hanuman Chatti area of Uttarakhand, India
Authors: Pande Ravindra K. , Burman Dhanjita , Singh Ravinder 
Published: October 2009

PurposeThe purpose of this paper is to evaluate landslide hazard problems in Hanuman Chatti area of Uttarakhand, India. Every year NH 58 experiences landslide activities, which disrupts the tourist traffic to Badrinath shrine and higher Himalaya.Design/methodology/approachAn urgent need is being felt to have a comprehensive landslide hazard evaluation factor (LHEF). The major causative factors that influence the slope stability are lithology, structure, soil depth, soil texture, geomorphology, slope morphology, slope dip, slope aspect, slope magnitude, weathering, land use and land cover and anthropogenic activities. The present analysis is based on the rating scheme in which numerical ratings for different categories are determined on the basis of their estimated significance in causing instability.FindingsIn the study area, nine old landslides (0.238 sq.km) and five new landslides (0.086 sq.km) are recorded. On the basis of the various causative factors the study area is classified into five landslide hazard classes.Research limitations/implicationsThe analysis is based on the experience gained for the last seven years (1999‐2007). The period is short for developing any hypothesis but sufficient care has been taken to consider vital factors.Practical implicationsWith the help of LHEF appropriate landslide hazard management tools can be adopted. Once a LHEF rating scheme in which numerical ratings for different categories are determined on the basis of their estimated significance in causing instability, is standardized it can be applied to the entire Himalayan region, which is very prone to landslide hazard.Originality/valueAlthough the paper is an attempt to evaluate the efficacy of landslide hazard zonation techniques developed by various agencies in the past, some modification as per the requirement has been made in various stages of investigation.
Issues and lessons from fire inquiry tribunals
Authors: Aini M.S. , Fakhru'l‐Razi A. 
Published: October 2009

PurposeThe purpose of the research is to identify the phases associated with the development of disasters, understand their underlying causes and learn lessons from them.Design/methodology/approachUsing a grounded theory approach, reports of the tribunal of inquiry into the three fire disasters in the country were used to analyze the data.FindingsData demonstrated that these disasters were not sudden cataclysmic events but developed in phases. Pre‐disaster period is found to consist of four phases, namely, operation, incubation period, forewarning and activation. The onset was found to be caused by active errors while the underlying causes are attributed to the latent errors. These latent errors accumulated within the organization during the incubation period. Emergency response was poor due to lack of knowledge on emergency response, inadequate safety and emergency planning and insufficient equipment. Ensuing these disasters, there were establishment of social entity, formulation of new legislations, or amendment of laws and regulations took place in the society.Research limitations/implicationsThe disaster developmental and error model proposed was based only on three major fire disasters and future studies could corroborate the model using other types of socio‐technical disasters. the vast majority of incidents could be foreseen early and could have consequently been prevented by proper application of existing experience and dissemination of learning from past events. Understanding of the development and causes of the disasters provides a tool for organizational and institutional diagnosis of vulnerability and risks.Practical implicationsBesides the negative impacts of disasters to the life and properties, they present rare windows of opportunity to learn from past mistakes, make improvements for the future and prepare to avoid future crises or minimize the impacts if they occur.Originality/valueThe paper substantiates and extends the developmental theory of disaster and systemic approach of disaster error. The hindsight gained from these negative events could be utilized by government and enterprises, particularly the safety and emergency managers, to design organizational structures that will help reduce the likelihood of disaster as a nation progresses.
Incidents of fire outbreaks during fuel truck accidents in Oyo State
Authors: Dare A.A. , Oke S.A. , Olanrewaju K.L. 
Published: October 2009

PurposeIn recent years, there has been a substantial increase in the number of fuel‐truck accidents involving fire outbreaks in Oyo State, Nigeria. These accident explosions have mechanical‐induced actions on the road, with potential costly damages to structures and non‐structural property exposed to them, and loss of lives. The need to understand causes of these accident scenarios become important in order to properly plan to avoid them. The purpose of this paper is to reveal results of a survey is carried out to reveal important elements of fuel‐truck accident in Nigeria.Design/methodology/approachA survey was carried out to determine the various causes of accidents and rollover fire outbreaks in fuel trucks in Oyo State, Nigeria, using primary data collected from field and secondary data obtained from the Nigeria Police, Road Safety Commission and Fire Services Agency.FindingsFrom about 358 transport accidents recorded in Nigeria between 1999 and 2002, only 33 were due to cars while the rest involved trucks and heavy‐duty vehicles. The survey showed that about 32 per cent of truck drivers are below 30 years and probably immature. Also 62 per cent of fuel truck tanks manufactured are of inferior quality and may thus have been aiding fire outbreaks when there is an accident. The study also showed that about 54 per cent of tank leakages that may lead to fire outbreak are due to operators' carelessness.Practical implicationsThe study established the need for more education among the drivers and adequate legislation for tank manufacturers.Originality/valueThe work is perhaps the first to investigate this important area of safety research in the study area. The work would be of value to safety practitioners.
Appraisal of farm tractor accidents occurrence and prevention in Nigeria
Authors: Jekayinfa S.O. , Ojediran J.O. , Adebiyi K.A. , Ol F.A. , Adeniran A.D. 
Published: October 2009

PurposeAgriculture remains the largest sector of Nigerian economy, generating employment for about 70 per cent of the population. With the ever‐increasing market demand for agricultural products, mechanisation of most farm operations is gradually on the increase. This new development has brought about an increase in the cases of accidents through the use of farm tractors.Design/methodology/approachThis study was carried out in the south‐western part of Nigeria to investigate the safety measurement, effectiveness, and its contributions to farm tractor usage in the State. The study identified various causes of farm tractor accidents, consequences and different classes of farm tractor‐related accidents. The effectiveness of each accident prevention method and frequency of use were investigated and put into consideration in the data analysis.FindingsIt was revealed through the analysis that the use of safety protective wear gave the highest contribution (24.05 per cent) to total accident prevention on farms while the use of orientation training and seminars gave the least contribution (8.30 per cent) with the lowest frequency of use than the other methods.Practical implicationsThe results of this study serve as baseline information for tractor manufacturers regarding the inclusion of certain parts in new or proposed tractor designs with particular peculiarity to Nigerian farmers.Originality/valueThis paper gives an estimation of the magnitude of farm tractor accidents in relation to the Nigerian farming situation and proposes remedial actions.
Parental participation and retention in an alcohol preventive family‐focused programme
Authors: Skärstrand Eva , Bränström Richard , Sundell Knut , Källmén Håkan , Andréasson Sven 
Published: October 2009

PurposeThe purpose of this paper is to examine factors predicting parental participation and retention in a Swedish version of the Strengthening Families Programme (SFP).Design/methodology/approachThis study is based on data from a randomised controlled trial to evaluate the effects of the Swedish version of the SFP. The sample involves 441 parents of sixth graders, and the data are obtained from parents' questionnaires measuring demographics, parental warmth, rule setting, perception of norm‐breaking behaviours, knowledge of school performance, and parents' attitude towards adolescents and alcohol. Predictors of parental participation and retention are analysed with multiple logistic regressions.FindingsThere were two significant predictors for programme recruitment: having a low score on a scale measuring parents' emotional warmth and having a more restrictive attitude towards youth and alcohol. Retention was associated with being born in Sweden, and having a low score on the scale measuring warmth.Practical implicationsThere are few predictors of participation and retention in the Swedish version of the SFP, indicating that the programme seem to attract all types of parents in the general population. The fact that a low level of warmth predicts participation indicates that parents with a stronger need for support are recruited. Retention was greater among those who were born in Sweden, which indicates that efforts might be needed to meet the needs of those coming from another country.Originality/valueRecruiting and retaining parents into family programmes is challenging and it is important to identify the underlying factors for successful recruitment.
Injuries in preschool classrooms
Authors: Obeng Cecilia 
Published: October 2009

PurposeThe primary purpose of this paper is to examine the kinds of injuries that preschool teachers working in Indiana, USA, believed to be the most common in their preschool (3‐6 year olds) classrooms, the causes of such injuries, and the most important precautions they take to prevent them. Also examined are the measures the teachers take when an injury occurs.Design/methodology/approachA total of 155 preschool teachers take part in the research by completing a questionnaire. The data are analyzed using basic descriptive statistics.FindingsOn the question of what constituted the most important classroom injury prevention measure, 26 percent of the respondents report “close supervision of children”, 24 percent select “ensuring classroom safety”, 23 percent pick “cautioning children”, 17 percent choose “setting and enforcing rules” in the classroom, 7 percent select “modeling for social behavior” and 3 percent “safe gross motor activities”. With respect to action taken when an injured occurs, 36.1 percent of the respondents report “first aid”, 15.5 percent “comforting children”, 11.6 percent “referring children to school nurse” and “writing injury report”, 10.3 percent “cautioning against running and pushing”, 8.4 percent “explaining injury to children” (8.4 percent) and 6.5 percent “checking the nature of injury”.Originality/valueThis study sheds light on injury causation in preschool classrooms as well as management of such injuries. Results from this data can be used in helping to improve preschool teachers' knowledge of injury in general and of classroom injury in particular.
Focus‐group evaluation of nutrition education displays by Hispanic adults who live in the USA
Authors: Chambers Delores H. , Muñoz Alejandra M. 
Published: October 2009

PurposeThe purpose of this paper is to examine the acceptability and effectiveness of visual displays of nutrition educational information for low‐income Hispanic adults in the USA and to determine whether this population have different perceptions of the same nutrition education displays or express different needs than low‐income Caucasian adults. Visual displays include information on calcium, folic acid, and fruits and vegetables.Design/methodology/approachSix 90‐minute focus groups are conducted with 47 Spanish‐speaking Hispanic adults living in the USA for less than one year.FindingsThe results indicate that displays of nutrition information are an effective means to present information to low‐income Hispanics and to teach basic nutritional concepts. Participants are excited about receiving the information and using it for their families' benefit. Positive key characteristics of the displays are: pictures, bright colours, simplicity, text's characteristics, information relevance, and accompanying handouts.Practical implicationsThe results show that displays of nutrition information such as the ones included in the study are effective means to present such information to low‐income Hispanics participating in food assistance programs. Although several changes are needed to make the displays more effective, the general format is well received, and participants' interest is stimulated enough that they request more information on nutrition. Participants want usable nutrition information and see it as a means to improve the health of their families.Originality/valueThese data suggest a need for interventions with respect to information about nutrition, particularly in low‐income demographics where knowledge may be minimal, and the need for effective use of available food resources is quite high.
Integrity: are your leaders up to it?
Authors: Leigh Andrew 
Published: October 2009

PurposeThe purpose of this paper is to examine what is meant by integrity and attempts to translate the concept into specific behaviors that can be taught and learned.Design/methodology/approachHighlights the topicality of integrity and shows why it is likely to become increasingly important in organizations.FindingsPresents four basic leadership‐integrity behaviors – moral purpose, lawful and ethical, consistency and standing for something. Highlights the importance of discerning what is right and wrong, acting on what one has discerned, even at personal cost, and saying openly that one is acting on what one understands to be right or wrong.Practical implicationsAdvances commercial arguments for developers to espouse and promote integrity and the importance of learning about it in their organizations. Shows that integrity underpins an organization's ultimate profitability and competitiveness, as well as increasing employees' pride, engagement with their jobs and customer loyalty. Claims that integrity has also been revealed to enhance company brand or reputation, improve efficiency, attract staff, conserve and sustain resources and mitigate business risk.Originality/valueEmphasizes that, in communicating the need to focus on integrity and offering ways to help leaders to develop their performance in this area, it makes sense to focus on what is productive for both the individual and the organization.