bluuebunny/crossref_metadata_2025_split huggingface dataset:
Complaints‐handling procedures of human services charities
Authors: Bennett Roger , Savani Sharmila 
Published: August 2011

PurposeThe purposes of the study are: to determine the prevalence of complaints systems within human services charities (HSCs); to identify the determinants of the adoption of complaints procedures; and to assess the outcome of strategic (rather thanad hoc) approaches to complaints management.Design/methodology/approachA review of the literature is used to propose a model of the antecedents and outcomes of the adoption of a formal complaints‐handling system. A questionnaire survey is then conducted among a sample of 251 HSCs in the UK with annual incomes in excess of £1 million. The data are utilised to assess the prevalence of formal complaints procedures, potential antecedents to the adoption of such a system, and whether the application of strategic approaches to complaint management leads to greater managerial satisfaction with the system.FindingsThe prevalence of formal complaints‐handling procedures in UK charities is increasing. Such systems are less common in smaller HSCs with little statutory funding and low levels of listening orientation. In contrast, strategic approaches to formal complaints systems tend to be high in charities characterised by: learning, listening and client orientation; sectors in which beneficiaries can easily switch to alternative service providers; and clients who depend heavily on the charity's assistance.Research limitations/implicationsFewer than half of the charities in the research population returned the questionnaire. The data were self‐reported. Only one category of charities (HSCs) was considered. The study was undertaken in a single country.Practical implicationsOrganizational antecedents of the adoption of strategic approaches to complaint management should be encouraged. Steps should be implemented to remove frequent causes of complaints against HSCs.Originality/valueThis is the first study to model and test potential antecedents of strategic approaches to the implementation of formal complaints‐handling procedures within the charity sector and to relate strategic approaches to satisfaction with complaints systems.
Consumer responses to online retailer's service recovery after a service failure
Authors: Lin Hsin‐Hui , Wang Yi‐Shun , Chang Li‐Kuan 
Published: August 2011

PurposeThe purpose of this paper is to investigate consumer responses to online retailer service recovery remedies following a service failure and explores whether the phenomenon of the service recovery paradox exists within the context of online retailing.Design/methodology/approachThis paper reports on the results of two studies. Study I explores the main and interaction effects of the various dimensions of service recovery justice (i.e. distributive justice, procedural justice, and interactional justice) on customer satisfaction, negative word‐of‐mouth (WOM), and repurchase intention based on the justice theory. Study II investigates whether the phenomenon of the service recovery paradox exists (i.e. whether customers have higher satisfaction, higher repurchase intention, and lower negative word‐of‐mouth after experiencing an effectively remedied service failure as compared to if the service failure had not occurred). A laboratory experimental design is used to test the research hypotheses.FindingsThe results show that distributive justice, procedural justice, and interactional justice have a significant positive influence on customer satisfaction. Among the three dimensions of service recovery justice, only distributive justice has a significant positive influence on repurchase intention, and only interactional justice has a significant negative influence on negative WOM. Additionally, both the interaction between distributive justice and procedural justice and the interaction between distributive justice and interactional justice are found to significantly influence customer satisfaction, negative WOM, and repurchase intention. The results also indicate that the service recovery paradox does not appear to exist in the online retailing context.Practical implicationsThe findings will allow online retailers to develop more effective strategies for preventing service failure and improving customer satisfaction, negative WOM, and repurchase intention.Originality/valueThis study contributes to the understanding of consumer responses to online retailer's service recovery after a service failure.
Effects of an emotional intelligence training program on service quality of bank branches
Authors: Beigi Mina , Shirmohammadi Melika 
Published: August 2011

PurposeThe purpose of this study is to investigate the effects of an emotional intelligence (EI) training program on: the EI of service providers; and the service quality provided by employees who have received such training.Design/methodology/approachEmployees of five branches of a large public‐sector bank in Iran are randomly selected as the “treatment group” to undertake a tailored eight‐session EI training program, while employees of another homogenous sample of five branches are selected as the “control group” (involving no EI training). EI is measured by the ECI‐2 instrument before and after training. Two samples of customers (150 customers of the “treatment branches” and 150 customers of the “control branches”) are utilised to evaluate the perceived service quality of both groups of branches before the training and two months after the training.FindingsOne of four dimensions of EI (“relationship management”) is found to be enhanced by EI training. Moreover, the EI training program is shown to result in improved service quality in terms of both overall service quality and its four dimensions (“reliability”, “responsiveness”, “assurance”, and “empathy”).Research limitations/implicationsOperational constraints prevented a second assessment of the EI of employees in the control group. The post‐training evaluations had to be conducted shortly after the training finished, thus preventing an assessment of longer‐term effects.Originality/valueThis is one of the first studies to have undertaken empirical investigation of the effectiveness of EI training in a service setting.
Investigating the key factors influencing ICT adoption in South Africa
Authors: Kyobe Michael 
Published: August 2011

PurposeThe purpose of this paper is to investigate and empirically determine the influence on information and communication technology (ICT) adoption of three important factors (i.e. capacity to adopt and use ICT, exposure to international environment and state policies) in South Africa.Design/methodology/approachData covering the period 2000‐2009 on the above influencing factors were collected from the World Bank databases and other sources. A logarithmic transformation of data was done, followed by a regression analysis in order to determine the significance of the influence of each factor.FindingsThe results show that capacity to adopt and use ICT has the most significant influence on ICT adoption in South Africa, followed by exposure to international environment. The effect of state policies was surprisingly not significant, deviating from the general claims that policy implementation and adoption of such policies are key determinants of adoption.Research limitations/implicationsThe findings of this study are based on data collected from secondary sources which may be susceptible to measurement errors, missing values and inconsistent calculations. While the researcher made some effort to minimise these limitations, precautions need to be taken in using and generalising these findings.Practical implicationsThis study confirms the need to increase levels of economic growth in South Africa if the country is to make technological advances that will ensure competitiveness in the global environment. Understanding the relative influence of these factors is important in directing policy and proper allocation of limited resources.Originality/valueMany factors influencing ICT adoption have been identified in literature. However, these tend to be studied in isolation, are fragmented, and as such the key determining factors are not well understood in South Africa. While there is no doubt that human, social, economic, political and other factors impact on ICT adoption, the significance of the influence of each factor needs to be understood. The present study bridged this gap by identifying the factor with the most significant influence on ICT adoption. Understanding such significance would enable appropriate policy reviews and intervention strategies that support ICT adoption.
Towards a marketing communications model for small political parties
Authors: Thrassou Alkis , Vrontis Demetris , Kotabe Masaaki 
Published: August 2011

PurposeThrough a comprehensive literature review and data analysis, the purpose of this paper is to adopt a multi‐perspective interrelation of different dimensions of existing theory to eventually bridge the fields of political and business marketing, identify the underlying causes of voter behaviour, and distil the critical factors of small political parties' (SPPs') strategic marketing communications (MCs) success. The research finally develops a preliminary conceptual strategic MCs model for SPPs that fits the context of developed countries and concentrates on the strategic aspects of MCs.Design/methodology/approachThe paper is largely conceptual and is based on an extensive literature review and secondary data; strengthened through additional and focused quantitative and qualitative data.FindingsThe findings indicate an increasing association between business and political marketing, an environmental context that stimulates and nurtures a symbiotic relationship between parties and voters, an enhanced role of “perception management”, and substantial divergence of SPP reality from classical theory.Research limitations/implicationsFurther and focused primary research is required towards model testing.Practical implicationsA scientific basis is provided for practical strategic implementation of MCs by SPPs.Originality/valueThe research value stems from its focus on SPPs, its contribution to the generic discussion on business marketing theory applicability to politics; its reinforcement of existing research on the subject through further data and analyses; and additionally to existing researches' focus, its concentration on the strategic aspects of the subject and its contribution to literature of an analogous strategic political marketing model.
The progressive model, an economic reconciliation process for regions in conflict
Authors: Bijaoui Ilan , Sultan Suhail , Yedidia Tarba Shlomo 
Published: August 2011

PurposeThe main purpose of this paper is to propose a model of economic development able to generate a cross‐border sustainable economic development, in regions in conflict. The Italian industrial district model implements a community industry synergy process led by the authorities according to a top‐down approach. The cluster model implements a clustering specialization process led, in the American version, by a bottom‐up approach and in the European version by a top‐down approach. The regional innovation system (RIS) provides the regional and international innovation networking required for both models in order to confront the global competition. The proposed progressive model creates the industrial specialization (industrial district) required for the development of the clustering process supported by the RIS.Design/methodology/approachThe authors have selected, from the list of producers (growers and producers of olive oil), a random sample of 103 growers of olives and producers of olive oil from both groups from the Northern regions (Galilee in Israel and the Northern West Bank): 26 Palestinian growers, 25 Palestinian producers, 13 Israeli growers and 39 Israeli producers of olive oil, and interviewed them.FindingsThe results show that the community‐industry synergy of the industrial district model is supported by the economic actors from both sides of the border but refused for political reasons by the regional authorities and professional associations. The raw material (olives), the human capital and the knowledge required in order to start the clustering process exist.Practical implicationsThe study has evaluated the Israeli‐Jewish and Arab and the Palestinian olive sector, and clearly indicates that bottom‐up decision‐making process is the only way for the moment for initiating the cluster and RIS models in the olive sector. The intervention of a third party is required in order to start the bottom‐up implementation of the industrial district model and launch the clustering process.Originality/valueThe main contribution of this paper lies in organizing the industrial district in such a way that it will generate a cluster in the long run. Thus, it is called progressive model.
Cross‐cultural negotiations revisited
Authors: Vieregge Michael , Quick Simon 
Published: August 2011

PurposeThe purpose of this paper is to explore possible changes in national culture for generations X and Y members from selected Asian national cultures and the impact on cross‐cultural negotiations.Design/methodology/approachAn interpretivist epistemology is combined with an ontology of subjectivism for this exploratory study which does not seek generalization. Emphasis is placed on the development of new survey items by members of generations X and Y for Hofstede's dimensions. An online survey yielded n=224 responses. Data were collected from members of generations X and Y, but also Baby Boomers as the control group, to test differences.FindingsFor national culture dimensions, only individualism/collectivism tests for significant differences between Asian GenY and Baby Boomers. GenX and GenY show little interest in pre‐opening relationship building and focus on positioning and compromising.Research limitations/implicationsThe study is exploratory in nature and future studies should revisit this topic. The items developed to measure national culture might be biased by the 39 focus group participants. Future studies should consider differentiating Asian groups.Practical implicationsWestern negotiators need to prepare for multiple scenarios when entering negotiations with Asian partners. Depending on the age of the Asian negotiator, emphasis on different phases of the negotiation process needs to be reevaluated.Originality/valueThis research holds immediate lessons for cross‐cultural negotiations. Results support that generations X and Y members in some Asian cultures do not differ from their elders across all Hofstede dimensions, however they display different negotiation behaviors.
Mapping and leveraging influencers in social media to shape corporate brand perceptions
Authors: Booth Norman , Matic Julie Ann 
Published: August 2011

PurposeThe emerging new influencer community is wielding significant power over the perceptions of brands and companies, largely driven by the rapid expansion of social media channels through which influencers communicate. The “nobodies” of the past are now the new “somebodies” demanding the attention of communication professionals who seek continuous engagement with targeted consumers throughout the various channels of the social web. The purpose of this paper is to present a means of identifying these new “somebodies”.Design/methodology/approachThis paper reviews a customizable valuation algorithm created to identify the “new somebodies” who are the influencers creating a revitalized level of brand awareness for companies. The index valuation algorithm measures a cross‐section of variables that numerically rate influencers in the social media conversation about a particular company, product or service.FindingsThis information helps us understand how these “somebodies” influence traditional target audiences, and help communications professionals establish effective outreach strategies. Integrating the influencer index data into a holistic social media strategy provides a comprehensive social media approach for optimizing brand equity.Originality/valueThe index identifies the “conversation points” that should guide engagement with each individual influencer, determining aspects such as subject and tone, and identifies these influencers.
Strategic stakeholder dialogues: a discursive perspective on relationship building
Authors: Susanne Johansen Trine , Ellerup Nielsen Anne 
Published: August 2011

PurposeSocietal developments and stakeholder awareness place responsibility and legitimacy high on corporate agendas. Increased awareness heightens focus on stakeholder relations and dialogue as key aspects in corporate social responsibility (CSR), corporate identity and corporate communication scholarship, but the question remains how can dialogue be initiated and maintained? The purpose of this paper is to establish a framework for conceptualizing dialogue.Design/methodology/approachThrough a review of CSR, corporate identity, corporate communication and stakeholder literature, a framework is developed taking into account the different stakes held by key stakeholder groups, i.e. consumers, investors, employees, non‐governmental organization and suppliers. Based on the discursive terms of form and script, we argue that different stakes condition different dialogical types.FindingsThe paper argues that the stakeholder orientations of the CSR, corporate identity and corporate communication disciplines can aid in strengthening dialogue. It is thus suggested that dialogue may be strengthened by constructing a framework which links the stakes held by key stakeholder groups to specific dialogue forms and scripts.Practical implicationsThe practical implication of articulating stakeholder dialogue as scripted interaction is that organizations seeking to engage stakeholders strategically must understand and respect conventions and expectations.Originality/valueThe paper's contribution is to expand the notion of dialogue within communication research and to provide organizations with a framework for understanding stakeholder involvement in identity relevant issues of responsibility and legitimacy.
Manager‐employee communication during a crisis: the missing link
Authors: Mazzei Alessandra , Ravazzani Silvia 
Published: August 2011

PurposeThe purpose of this paper is to investigate the effectiveness of internal communication during a crisis by comparing how Italian companies communicated to employees during the 2008‐2009 global financial crisis and how employees interpreted these efforts.Design/methodology/approachThe study used interviews with internal communication managers and employees. It also drew data from two focus groups and a survey involving internal communicators.FindingsThe results indicate a misalignment between what companies meant to communicate and what employees perceived. Companies planned excellent communication, made extensive use of official instruments and depicted the crisis as an opportunity, while employees complained about the lack of listening and about the clarity of messages, disliked hierarchical communication and accused their companies of opportunism.Research limitations/implicationsFurther research is needed to explore the antecedents of the effective manager‐employee sensemaking process during a crisis.Practical implicationsTo reduce misalignment, companies should strengthen trust relationships before a crisis occurs and should focus on open and continuous listening during a crisis.Originality/valueThe two perspectives of managers and employees used simultaneously offer a more comprehensive understanding of the complexity of internal communication during crises.
Using fourth‐party logistics management to improve horizontal collaboration among grocery retailers
Authors: Hingley Martin , Lindgreen Adam , Grant David B. , Kane Charles 
Published: August 2011

PurposeThere is a paucity of literature considering horizontal collaboration among grocery retailers, suppliers, and third‐party logistics (3PL) providers. This paper seeks to investigate benefits of and barriers to the use of fourth‐party logistics (4PL) management as a catalyst for horizontal collaboration.Design/methodology/approachThree suppliers, three logistics service providers (LSPs), and one grocery retailer participated in semi‐structured interviews for this exploratory qualitative study.FindingsLarge LSPs can establish 4PL management but the significant investment required to do so is a deterrent. Interviewees believed 4PL would negatively influence the grocery retailer‐supplier dynamic but simultaneously would provide key potential benefits. Retaining supply chain control means more to grocery retailers than cost efficiencies realised through horizontal collaboration.Research limitations/implicationsFierce competition among major grocery chains means that most are unwilling to participate in studies of their systems, which restricts the research scope.Practical implicationsSome stakeholders want deeper integration into grocery supply networks, and the 4PL model could apply to diverse sectors and circumstances. This study shows that barriers to such integration are created by power plays among lead stakeholders in grocery retailing that inhibit horizontal collaboration regardless of cost or other benefits.Originality/valueThe study investigates an under‐researched aspect of horizontal supply chain collaboration in the highly relevant retail grocery sector: a high volume, mass market industry that requires an enormous logistics infrastructure and highly embedded networks of relationships.
The rise of the “next‐generation bar code”: an international RFID adoption study
Authors: Thiesse Frédéric , Staake Thorsten , Schmitt Patrick , Fleisch Elgar 
Published: August 2011

PurposeThe present study is concerned with the determinants of RFID adoption among a group of early standards adopters. Despite the extensive discussion of the technological characteristics and expected benefits of RFID in the literature, only little is known about the drivers and barriers of RFID implementations in practice. This holds particularly for the later stages of the adoption process after an initial decision in favor of the technology was made. This paper aims to fill this gap by an analysis of a set of factors on the adoption of RFID, which have been shown to be relevant for the adoption of other forms of IT, such as ERP systems and EDI.Design/methodology/approachBased on a review of prior works, this paper constructs and empirically tests a structural model including factors related to the technology, the organization, and its environment.FindingsThe results suggest that top management support, perceived technology costs, and forces within the supply chain exert a significant influence on the adoption process. The study also finds that benefit perceptions have a significant but negative influence, which might be explained by the different modes of adopting RFID. The influence of a number of other factors known from the literature could not be supported by the study.Originality/valuePrior works considered factors influencing the initial adoption decision among non‐adopters. In contrast with these, the focus is set on research on early adopters that have already made a decision in favor of RFID standards. The data underlying this study were collected from EPCglobal, an international association of RFID adopters covering the whole supply chain.