bluuebunny/crossref_metadata_2025_split huggingface dataset:
Structuring enduring strategic alliances: the case of Shell Australia and Transfield Services
Authors: Burdon Steven , Chelliah John , Bhalla Ajay 
Published: July 2009

PurposeThis paper provides insights into the evolution of the strategic alliance between Shell and Transfield Services in Sydney, Australia in the area of engineering and facilities management.Design/methodology/approachTo gain an in‐depth understanding of the distinct developmental phases in the alliance relationship, we conducted 12 interviews and a survey yielding 39 responses from the management and operations staff of both these organizations.FindingsInitially the alliance between Shell and Transfield Services was established with fundamental building blocks of trust and flexibility. However, as the relationship progressed with subsequent contract renewals, complex value adding demands were placed on the alliance. This paper provides insights into understanding three generations of evolution in the relationship‐starting from the building of a successful relationship based on labor savings and then on to one which seeks incremental innovations to become one of the most efficient maintenance operators in the world and finally seeking additional capabilities to continue improving alliance outcomes.Originality/valueThe paper is aimed at managers who are involved in structuring and managing outsourcing arrangements. Referring to outsourcing as an alliance arrangement, the paper points out that as alliance relationships mature, managers need to progress from a fee‐for‐service model to trusted collaboration, and finally to an alliance with joint strategic objectives. Drawing from the case of Shell and Transfield, we present the best practices managers may adopt when progressing to a joint strategic engagement.
The changing role of sales: viewing sales as a strategic, cross‐functional process
Authors: Storbacka Kaj , Ryals Lynette , Davies Iain A. , Nenonen Suvi 
Published: July 2009

PurposeAlthough there is substantial practitioner evidence for changes in the role and functioning of sales in the twenty‐first century, there is little academic research charting new directions for the sales function in a business‐to‐business context. This paper aims to report on four case studies that illustrate how sales is changing.Design/methodology/approachThe case studies involve large global companies who were changing their existing sales process to adapt to changing circumstances. The organizations comprised four global industries: construction, power solutions, building technology, and electronics and software.FindingsThe results demonstrate that sales is changing in three interrelated aspects: from a function to a process; from an isolated activity to an integrated one; and is becoming strategic rather than operational.Originality/valueThe results suggest that changes in the role of sales will affect sales processes and the way that the sales function liaises with other departments.
Proactive and reactive: drivers for key account management programmes
Authors: Brehmer Per‐Olof , Rehme Jakob 
Published: July 2009

PurposeKey account management (KAM) programmes are a way for companies to develop existing relationships and increase sales, thus being proactive and searching for opportunities (which is often expected of KAM). It is also a way to meet changing customer demands arising from changes in purchasing strategy, buyers' mergers and acquisitions and the search for synergies in order to reduce costs. The purpose of this article is to analyse different key account management programmes on how they manage the sales process complexity and customer expectations.Design/methodology/approachThe paper draws on qualitative data collected during a field study of ABB and six of their major customers, based on annual or biannual interviews with 50 individuals within ABB from 1996 to 2006 and three to ten individuals from each of the customers. Interviewees included corporate managers, key account managers and sales personnel/project managers. The customers involved in the study belonged to mining, automotive, process equipment manufacture, building technology, energy production and telecommunication sectors.FindingsIn this study three different programmes are identified and analysed: the proactive programme – which is driven by sales opportunity; the reactive programme – which is driven by customer demands; and the organisation‐based programme – which is driven by the belief in customer‐centric organisational units.Practical implicationsThe paper identifies sales aspects (complexities) of KAM programmes that are handled in different ways by different types of programmes.Originality/valueWith an empirical base the paper provides a basis for understanding the reasons behind the establishment of several KAM programmes in the same corporation.
Transformational leadership as a mediator of the relationship between behavior‐based control and salespeople's key outcomes
Authors: Panagopoulos Nikolaos , Dimitriadis Sergios 
Published: July 2009

PurposeTwo rather distinct lines of theory/research have emerged in the study of sales manager's effectiveness. The first focuses on the notion of sales force control systems (SFCS) while the second focuses on transformational leadership (TL) behaviors. To date, however, no theoretical or empirical attempt has been made to integrate these two mostly unconnected streams of research in a sales management context. The present study aims to attempt such integration by conceptualizing TL as a mediator of the relationship between behavior‐based control (BBC) and key salesperson outcomes.Design/methodology/approachResponses were gathered via a mail survey from a sample of 128 salespeople working in various industries. Structural equation modeling was employed.FindingsThe results provide evidence for the mediating effect of TL on the relationships between BBC and key salesperson outcomes. Moreover, it was found that BBC positively affects TL behaviors, which, in turn, enhance salesperson performance, satisfaction with supervision, and organizational commitment.Research limitations/implicationsThe present study focused at SFCS as a possible antecedent of TL behaviors. Future researchers should identify other possible antecedents of TL behaviors.Practical implicationsWith the assumption that TL behaviors enhance salespeople's motivation and performance, chief sales executives should employ a BBC system, as it can facilitate the ability of sales managers to engage in TL behaviors.Originality/valueThis paper fills an important void in current leadership research and offers practical guidance to sales managers.
Beliefs, barriers and control: a model for research into social exclusion
Authors: Suckling Steve , Ryan Paul , Dent Mike 
Published: July 2009

PurposeThe purpose of this paper is to introduce an innovative qualitative methodology, the beliefs, barriers and control (BBaC) model. The BBaC model facilitates the understanding of how perceptions are formed through actors' interactions with their environments and each other, enabling targeted solutions for social and organisational questions.Design/methodology/approachThe paper draws on a case study of a sports‐based intervention that addresses the physical activity levels of at risk youths in Stoke‐on‐Trent. It is an account of how the BBaC model was used to provide an understanding of barriers to participation in sport and active recreation amongst the target population. The study involved youth workers utilising the BBaC approach in focus groups with young people (YP) and staff. Moreover, the model was used in this case study in conjunction with the European Foundation for Quality Management (EFQM) framework, which demonstrated how this qualitative methodology can be used with “harder” focused management tools to produce strategies for social and organisational improvement.FindingsThe BBaC model was used to collect rich qualitative data from the target YP. This was translated into action points using the EFQM model which were used in strategic and policy decision making; delivering improved results for the target YP.Originality/valueThe paper introduces an innovative and original methodology, the BBaC model, and demonstrates how it can be used to deliver strategies that have positive impacts.
Hierarchical control and performance regimes in local government
Authors: Grubnic Suzana , Woods Margaret 
Published: July 2009

PurposeThe purpose of this paper is to consider hierarchical control as a mode of governance, and analyses the extent of control exhibited by central government over local government through the best value (BV) and comprehensive performance assessment (CPA) performance regimes.Design/methodology/approachThis paper utilises Ouchi's framework and, specifically, his articulation of bureaucratic or hierarchical control in the move towards achievement of organisational objectives. Hierarchical control may be inferred from the extent of “command and control” by Central Government, use of rewards and sanctions, and alignment to government priorities and discrimination of performance.FindingsCPA represents a more sophisticated performance regime than BV in the governance of local authorities by central government. In comparison to BV, CPA involved less scope for dialogue with local government prior to introduction, closer inspection of and direction of support toward poorer performing authorities, and more alignment to government priorities in the weightings attached to service blocks.Originality/valueThe paper focuses upon the hierarchic/bureaucratic mode of governance as articulated by Ouchi and expands on this mode in order to analyse shifts in performance regimes in the public sector.
Predictors of customer satisfaction: testing the classical paradigms
Authors: Kanning Uwe Peter , Bergmann Nina 
Published: July 2009

PurposeThe purpose of this study is to ascertain the best predictors of customer satisfaction by analysing and comparing the variables of two classical paradigms: the confirmation/disconfirmation model; and Locke's model of general satisfaction.Design/methodology/approachFollowing a literature review and the development of a conceptual framework in which various problems in the two models are identified, the paper presents a field study that investigates the extent to which the satisfaction of customers of a bank can be explained by these models and by two modified models (regression design).FindingsThe study finds: that the inclusion of “importance” in Locke's model does not provide a better prediction of satisfaction than the variables of “performance” and “expectation” in the confirmation/disconfirmation model; that the absolute level of the expectation‐performance difference is a better predictor of customer satisfaction than the simple relative difference; and that “performance” is a much more reliable predictor of satisfaction than “expectation” and/or “importance”.Research limitations/implicationsThe study is limited to the specific setting of bank customers; it is uncertain whether the findings can be generalised to other fields.Originality/valueThe study provides an original critique and comparison of the classical models and identifies their limitations. The study also demonstrates that the absolute level of the expectation‐performance difference is a better prediction of customer satisfaction than the simple relative difference. The study shows that “performance” is the most powerful predictor of satisfaction and that it is therefore not necessary, in practice, to conduct a differentiated survey of other predictors.
Impacts of customer service on relationship quality: an empirical study in China
Authors: Qin Su , Zhao Li , Yi Xu 
Published: July 2009

PurposeThe paper investigates the impacts of customer‐service interactions on relationship quality in retailing services in China.Design/methodology/approachThe study proposes a conceptual model of the relationship between the construct of “customer service” (conceptualised in terms of customers' interactions with service personnel and customers' interactions with the service environment) and the construct of relationship quality (conceptualised in terms of satisfaction, trust, and commitment). The hypothesised relationships are then tested in an empirical study with a sample of 295 retailing customers in China.FindingsBoth kinds of interactions (with service personnel and with the service environment) are shown to have a direct positive impact on relationship quality. However, the customers' interactions with the environment are found to have a greater impact than their interactions with service personnel on customers' perceptions of relationship quality. Moreover, “environment rules” (such as pricing policy and warranty) are found to be more important than “environment facilities” (ambience) in enhancing the quality of interaction between the customer and the service environment.Research limitations/implicationsThe model is tested only in the Chinese retailing sector. Nevertheless, the findings provide valuable managerial implications for retail service in the Chinese market.Practical implicationsThe study identifies several practical issues of interest to managers and contact personnel in the retailing industry.Originality/valueThe study incorporates the important notion of “environment rules” (such as pricing policy and warranty) to the construct of “interaction quality between customers and the service environment”. The results clearly show that such “environment rules” represent an indispensable aspect of the service environment to be taken into account when measuring the customer's interaction with the service environment.
Moderating role of team identification on the relationship between service quality and repurchase intentions among spectators of professional sports
Authors: Theodorakis Nicholas D. , Koustelios Athanasios , Robinson Leigh , Barlas Achilleas 
Published: July 2009

PurposeThis study seeks to examine the moderating role of team identification regarding the relationship between service quality and repurchase intentions among spectators of professional sports.Design/methodology/approachQuantitative data are collected from a questionnaire survey of 257 spectators attending a professional soccer game in Greece. Multiple regression analyses are used to assess the relationships among the constructs of service quality, repurchase intentions, and team identification.FindingsTeam identification is shown to moderate the relationship between service quality and repurchase intentions among spectators at this professional sports event. Both overall service quality and two specific service‐quality dimensions (“responsiveness” and “reliability”) are found to be positively associated with repurchase intentions only among respondents with low and medium team identification. No relationship is found between service quality and repurchase intentions among those with high team identification.Practical implicationsManagers of professional sports events who wish to increase attendances by improvements in service quality should first segment their customers according to degree of team affiliation. They should then design their service offerings specifically to meet the service‐quality expectations of sports fans with medium or low team identification.Originality/valueThe study provides valuable empirical evidence of the moderating role of team identification with regard to the relationship between service quality and repurchase intentions among consumers of professional sports events.
A numerical study on turbulent flow around a square cylinder with uniform injection or suction
Authors: Çuhadaroğlu Burhan 
Published: July 2009

PurposeThis paper aims to predict the effects of uniform injection or suction through a porous square cylinder on the flow field and on some aerodynamic parameters.Design/methodology/approachThe finite volume method has been used for solving the ensemble averaged Navier–Stokes equations for incompressible flow in conjunction with the k‐ ε turbulence model equations including the Kato and Launder modification.FindingsThe parameters taken into account are injection or suction velocity, position of injection and suction surface, drag and lift coefficients and Strouhal number. The numerical results show that increasing suction velocity decreases the drag coefficient for all the suction configurations considered in the present study, except that of suction through rear surface. The vortex‐shedding motion gets weak by the suction application through top and bottom surfaces.Research limitations/implicationsThe problem is restricted with a 2‐D simple geometry such as square cylinder due to the limited computer capability. Further extensions of the present study could include the more complex configurations and some other aspects such as heat transfer between porous cylinder and main flow.Practical implicationsThe injection or suction application through a porous bluff body can be used as an efficient drag and vortex control method in aerodynamics.Originality/valueThis paper describes an attempt to simulate numerically the flow around square cylinder with uniform injection and suction in a manner different from what is given in the literature.
When match‐making forms part of the company agenda
Authors: Han Yong 
Published: July 2009

PurposeThis paper aims to examine, from an insider's perspective, the ways in which Chinese organizational play may develop employee creativity.Design/methodology/approachPresents concepts based on research.FindingsReports how Chinese organizational play may help employees to relax physically, develop informal social relationships and support guanxi – business networks based on connections made by individuals.Practical implicationsAdvances the view that managers in China who want a creative workplace should be prepared to put in the time and effort to provide their employees with opportunities for play.Originality/valuePresents ideas from China that could be applied in some western organizations.
Factors affecting quality enhancement procedures for e‐learning courses
Authors: Jara Magdalena , Mellar Harvey 
Published: July 2009

PurposeThis paper reports on an empirical study exploring the way in which campus‐based higher education institutions (HEIs) in the UK apply their internal quality assurance and enhancement (QA/QE) procedures to their e‐learning courses. The purpose of this paper is to identify those characteristics of e‐learning courses which affected the capacity of these procedures to assure and enhance the quality of courses.Design/methodology/approachA case study approach is selected as most appropriate for an in‐depth examination of the features of the courses as well as the way in which the procedures are applied. Two sets of data are collected and analysed from each of four e‐learning courses: QA documentation and interviews with stakeholders.FindingsIt is found that the main factors impacting on the effectiveness of the QA procedures are: the organisational position that these courses had within their institutions; the distributed configuration of course, teams; the disaggregated processes that characterise e‐learning courses; and the distant location of students. These factors are found to be impacting on the potential of the QA/QE procedures to enhance the quality of the courses.Practical implicationsThese case studies highlight the need for campus‐based universities to reassess their approach to the QA/QE of e‐learning courses, and identify the challenges that course teams face in moving on from the application of QA procedures to addressing the issues of QE.Originality/valueThe originality of this paper lies in its analysis of empirical data about the application of QA/QE procedures in e‐learning courses in higher education.
Professional development: assuring quality in e‐learning policy and practice
Authors: Mansvelt Juliana , Suddaby Gordon , O'Hara Duncan , Gilbert Amanda 
Published: July 2009

PurposeThe paper reports on findings of research into the institutional and individual influences on engaging in professional development (PD), reflecting on how PD might be made available in ways which could support quality in e‐learning.Design/methodology/approachThe paper presents findings of a research project exploring factors influencing engagement in e‐learning PD within New Zealand tertiary education institutions. The research comprised an online survey of 408 individuals in three polytechnics and two universities and 40 qualitative interviews ascertaining beliefs, experiences and practices of staff regarding e‐learning PD.FindingsThe survey and interviews suggest there are numerous factors which both help and hinder quality of engagement in e‐learning PD. Most PD engaged in by staff is informal. Engagement in formal PD is influenced by organisational structure, co‐ordination, poorly developed and/or implemented e‐learning policy, differences in managerial support, and individual beliefs and time allocation.Research limitations/implicationsThe research is conducted in a small number of tertiary institutions and may not be applicable to private or work‐based training organisations.Practical implicationsUnderstanding impacts and influences on individual uptake and experiences of PD provides insights into the sorts of institutional practices and policies likely to improve quality in e‐learning and in e‐learning PD.Originality/valueBy focussing on staff experiences, this paper provides important insights into practical considerations informing the development of e‐learning quality enhancement and assurance strategies.
Quality management in course development and delivery at the University of the West Indies Distance Education Centre
Authors: Thurab‐Nkhosi Dianne , Marshall Stewart 
Published: July 2009

PurposeIn 2004, the University of the West Indies Distance Education Centre (UWIDEC) began incorporating the use of new information and communication technologies (ICTs) in the delivery of its programmes and courses, taking a “blended learning” approach. There is a recognition, however, of the need to ensure the quality of the programme offerings particularly in light of the new move toward the use of ICT. Prior to 2004, UWIDEC had implemented a set of quality assurance procedures for the development of its print materials, however these procedures do not provide for quality in the use of the new ICT, including web‐based tools. The purpose of this paper is to describe practical mechanisms and tools used for quality assurance processes in an evolving, dual mode university, adopting ICTs in the provision of open and distance learning. The context and unit of analysis for the case is the UWIDEC.Design/methodology/approachThis paper, using a descriptive, single‐case study approach, explores the processes adopted by UWIDEC as it integrated the use of ICTs in its programme delivery. The UWIDEC's application of quality assurance processes and procedures is analysed in relation to the processes and procedures outlined by the US Institute for Higher Education Policy and to a lesser extent other institutions and associations involved in quality assurance in higher education.FindingsIn order to provide online distance education that is “fit for purpose”, an organization must ensure: institutional support; effective course development; learner‐centred interactive delivery; support for students; support for faculty; and a system of evaluation. UWIDEC attempts to do this by developing a series of tools which are all based on guidelines provided by international organizations involved in quality assurance processes and procedures in higher education.Originality/valueThis paper expands on the discussion surrounding the difference between quality assurance for conventional modes of higher education versus distance modes. It also provides a description of a case study from a distributed, dual‐mode university in small‐island developing states, while highlighting the practical tools that can be implemented in these special circumstances.