bluuebunny/crossref_metadata_2025_split huggingface dataset:
Within‐role, extra‐role and anti‐role behaviours in retail banking
Authors: Wallace Elaine , de Chernatony Leslie , Buil Isabel 
Published: September 2011

PurposeThis paper aims to explore front line employee performance in retail banking and presents distinct components of employee performance, including extra‐role and sabotage behaviours.Design/methodology/approachData was collected from Irish bank employees. Usable responses were received from 404 respondents and subjected to exploratory factor analysis. Structural Equation Modeling (SEM) was used to undertake a confirmatory factor analysis of the emergent five‐factor model.FindingsResults indicate front line employee performance is multi‐faceted and comprised of civility, assurance and reliability, customer orientation, as well as extra‐role behaviour and anti‐role behaviour, or sabotage.Research limitations/implicationsThis exploratory study focuses on the Irish banking sector. To explore the generalisabilty of results, replication studies among other samples of branch banking employees in other countries are in order. Moreover, our survey is limited to the views of branch employees. We advocate research among bank managers and customers to triangulate potentially divergent views about performance.Practical implicationsFindings have implications for recruitment, training and rewards. To ensure new hires are service minded, managers must consider their potential for extra‐role or sabotage behaviour. Employees who demonstrate extra‐role behaviours must be rewarded to encourage the adoption of such behaviours. Managers must also seek to minimise job stress in order to curtail anti‐role behaviours.Originality/valueThis paper offers insights into employees' views about their own performance at the front line. It extends the conceptualisation of service quality, by considering extra‐role behaviour and sabotage as components of employee performance.
A cross‐cultural comparison of perceived informational fairness with service failure explanations
Authors: Wang Chen‐ya , Mattila Anna S. 
Published: September 2011

PurposeThe purpose of this paper is to examine the impact of culture (Western versus East Asian) on customers' perceived informational fairness of several types of failure explanations – excuse, justification, reference, and apology. It also seeks to examine whether informational fairness influences post‐failure satisfaction and consequent loyalty intentions.Design/methodology/approachA two (culture: US and Taiwanese) × four (explanation type: excuse, justification, reference to other people, and penitence) between‐subjects experimental design was used to test the hypotheses. Participants were exposed to a written scenario describing a flight delay. A total of 286 undergraduate students served as the subject pool.FindingsThe findings of this study imply that customers from different cultures perceive service failure explanations somewhat differently. US customers perceive reference to other customers to be more just while Taiwanese customers perceive apology to be more just. Furthermore, such informational fairness influences satisfaction, and consequent loyalty intentions.Research limitations/implicationsOwing to the comparison of US and Taiwanese participants in this study, these results may not be applied to customers from other countries. Second, the stimuli involved service failures that are in the context of air travel. Third, though the student sample is appropriate for cross‐cultural research, it limits the generalizability of the study's findings.Practical implicationsThe study findings indicate that explanations for service failures enhance customers' fairness perceptions, thus inducing loyalty. Yet, it is important for front‐line employees to keep in mind that customers' cultural backgrounds can affect their perceptions of specific types of explanations.Originality/valueThe findings of this study add to the evidence that culture is an important factor in determining the effectiveness of a service recovery effort. Specifically, this research shows cross‐cultural differences in informational fairness perceptions across various explanation types.
Common mistakes in designing and implementing service guarantees
Authors: McColl Rod , Mattsson Jan 
Published: September 2011

PurposeThe purpose of this paper is to explore companies' experiences in designing and implementing service guarantees.Design/methodology/approachThe methodology relied on 22 in‐depth personal interviews across a sample of ten Australian service firms.FindingsThe effectiveness of a service guarantee depends on how well a firm designs and implements it. It was found that service guarantees were generally not well conceived, implemented, or monitored after launch. Through a comparison of theory and practice, this study identifies a number of common mistakes, including inadequate or non‐existent pre‐launch market research; ambiguous definition of the role of the guarantee; inadequate market testing of alternative guarantee promises; a lack of consultation with key functional managers during development; a lack of CEO commitment; ambiguous assignment of responsibility for ongoing management of the guarantee; and an absence of performance evaluation.Research limitations/implicationsThe study employs qualitative research techniques and considers only Australian firms.Practical implicationsWhile the common mistakes offer cautions for managers when planning a service guarantee, some outstanding examples of successfully implemented service guarantees also emerged. A notable example is the customer charter, a more comprehensive conditional guarantee that avoids many of the pitfalls associated with traditional service guarantees.Originality/valuePrevious studies do not address the experiences of a broad sample of companies that have designed and implemented a service guarantee. The findings in this paper extend the understanding of how service guarantees could become more effective and identify directions for future research.
Process characterization and reliability for the assembly of 01005 chip components
Authors: Lee Yong‐Won , Kim Keun‐Soo , Suganuma Katsuaki 
Published: September 2011

PurposeThe purpose of this paper is to optimize assembly processes in order to minimize defects in the assembly of 01005 chip components.Design/methodology/approachDuring the study, solder paste printing process‐related variables, such as solder paste type, stencil type, and stencil opening ratio, and pick and place process‐related methods, such as vision camera type and vacuum pickup nozzle type were evaluated with the goal of achieving a high‐yield assembly solution for 01005 chip components. A test board was used in a series of designed experiments to optimize the solder paste printing, pick and placement, and reflow processes. Assembly defects were analyzed as a function of the stencil design and the assembly processes.FindingsThe results of the study indicated that both electroformed and electropolished laser‐cut stencils had a comparable print quality with respect to the solder volume delivered to the pads. In terms of assembly yield performance, type 4 (size range: 20‐38 μm) solder paste with a smaller sphere size gave a better overall yield and better paste deposition on the pad, if used on a 0.08‐mm thick electroformed stencil with a 90 per cent aperture. Temperature cycling between −65 and 150°C, with up to 1,500 cycles, showed that no cracks were observed at the solder joints due to temperature cycling. The process and design change required for achieving a robust manufacturing process have been indicated and reported.Originality/valueThe results of this work provide process recommendations for the implementation of 01005‐sized chip components assembly in mass production processes.
R&D profitability, intensity and market‐to‐book: evidence from Australia
Authors: Ahmed Kamran , Hillier John , Tanusasmita Elisabeth 
Published: September 2011

PurposeThe purpose of this paper is to assess the financial disclosure vis‐á‐vis economic reality of research and development (R&D) expensed by Australian firms under the pre‐2005 Australian generally accepted accounting principles (A‐GAAP) regime via the lens of market‐to‐book.Design/methodology/approachThe authors estimated firms' R&D profit rate, measured R&D revenue intensity and modelled the impacts of these and related economic factors, via economic and financial disclosure channels, on market‐to‐book using data for 1988‐2004.FindingsR&D, on average, was profit neutral and had undetectable impacts on market‐to‐book whether via equity valuation or financial disclosure.Research limitations/implicationsMarket‐to‐book's information content is best viewed as conditional on the reference disclosure regime. Australian firms' typically at best minimal R&D profitability is an international anomaly. Data limitations in terms of the generating process and availability mean that R&D's impact on market‐to‐book via financial reporting is not definitively determined.Practical implicationsRestrictive rules on the capitalization of intangible asset‐related expenditures under A‐GAAP apparently did not adversely impact market‐to‐book's economic information. AIFRS's more permissive rule risks compromising market‐to‐book's reliability in such a role.Originality/valueFor Australia, the paper is anticipated to be the first to estimate the profit rate of R&D, measure the intensity of R&D, and model R&D's influence on the market‐to‐book ratio. It develops a framework for the economic and financial reporting impacts of investments on a key indicator of firms' financial standing and contributes to the debate on identifiable intangibles' disclosure.
Trust in supply chains, meanings, determinants and demonstrations
Authors: Skandrani Hamida , Triki Abdelfattah , Baratli Boudour 
Published: September 2011

PurposeThis study aims to understand trust meanings, determinants and manifestations in supply chains (SCs) operating in an emerging market context. It also aims to improve our knowledge about the role of trust and the mechanisms by which it operates in establishing and maintaining relationships between firms in SCs.Design/methodology/approachThis study adopts an explanatory approach. In‐depth interviews with 30 key informants were conducted. Informants were chief executive officers or marketing managers in firms operating in different economic sectors. Firms varied in size and ranged from small businesses to large companies.FindingsThe study results showed that trust could evolve through four building processes: calculative‐based process, predictive‐based process, intention‐based process, and identification‐based process and that trust meanings and determinants vary with the trust form. Moreover, the study revealed that determinants related to the trustor also have an influence on the trust form and its evolving process. On the other hand, it was found that risk taking, preference for the partner, fewer formalized controls, offers of assistance and psychological security are the main manifestations of trust. This supports the point of view of the twofold facets of trust: perceived trustworthiness and trusting behaviors.Research limitations/implicationsBecause of the complexity of the trust phenomenon, and the research approach adopted, the findings may not be generally applicable. Further quantitative studies are needed to test the proposed framework.Practical implicationsGiven the globalisation of markets and the widespread increase in international collaborative partnerships, the study sheds some light on how Tunisian managers conceive trust, which factors they perceive most important to develop trust, and how they behave to signal their trust towards a partner. These insights can be very helpful for foreign investors who are willing to invest in this emerging market and to implement a supply chain management approach with Tunisian partners.Originality/valueThis paper fulfils an identified need, not only to better understand the phenomenon of trust in SCs, but also to carry out more studies in situ. Indeed, the rapid development of the global economy has made it more important than ever before for managers from different cultures to understand how their business partners conceive and manage the interpersonal aspects of business relationships.
An exploratory study of retaining and maintaining knowledge in university technology transfer processes
Authors: Miller Kristel , McAdam Rodney , Moffett Sandra , Brennan Michael 
Published: September 2011

PurposeThis paper focuses on the university science park incubator element of the technology transfer process where knowledge in a variety of forms needs to be retained and maintained. The aim is to investigate the networking competencies of stakeholders involved in the university technology transfer process using absorptive capacity theory to explore how knowledge is externally retained and maintained through these network relations.Design/methodology/approachThis paper undertakes an inductive theory building approach using in‐depth multiple stakeholder interviews (n=30). The transcripts and results were analysed using open coding and NVivo. Six technology transfer meetings were also observed.FindingsThe findings show that developing and maintaining network relationships can significantly aid the development and retention of knowledge within the university technology transfer process. It was found that conscious effort is made to retain relationships with network stakeholders. Prior knowledge, partner knowledge complementarity and reciprocity, resulting in collective learning, were found to motivate stakeholders to engage in external knowledge retention strategies. The results also supported suggestions in previous literature that relative capacity is an antecedent for absorptive capacity within organisations.Research limitations/mplicationsThe paper helps in establishing a research agenda for knowledge retention in technology transfer where traditionally the emphasis has been on development of knowledge. The absorptive capacity framework provides a consistent theoretical basis for exploring the role of stakeholders in this area.Originality/valueThe paper focuses on how knowledge can be retained in technology transfer settings rather than being restricted to that of development. The use of the absorptive capacity framework has also enabled the concept of relative capacity to be developed within the research giving much needed empirical investigation into its relevance and feasibility.
Cultural dimensions and materialism: comparing Canada and China
Authors: Ogden Harold , Cheng Shen 
Published: September 2011

PurposeThe purpose of this paper is to examine levels of materialism in Canada and China and how they vary with differences in culture.Design/methodology/approachData were gathered from students and the general public with self‐completed surveys using measures for materialism and culture.FindingsIn the first stage of analysis, levels of materialism were examined across countries. Overall, materialism was higher for the Chinese than the Canadians on all Richins and Dawson's dimensions except acquisition centrality. To investigate these unexpected results, levels of Hofstede's cultural dimensions were compared across country, age, and gender and it was seen that the Chinese outscored Canadians on all dimensions except uncertainty avoidance. Finally, the association between the components of materialism and dimensions of culture was examined and a cultural explanation for at least part of the difference in level of materialism between the two countries found.Research limitations/implicationsData were collected in specific regions of the countries. Owing to the characteristics of the two regions, a more general approach to data sampling would likely produce even more pronounced differences than those noted here.Practical implicationsA better understanding of the nature of materialism and how it varies across cultures should enable marketers, policy makers, and social planners to act more effectively.Originality/valueThis paper finds some unexpected differences in materialism and goes on to find that the cultural differences between Canada and China have changed since the original Hofstede data were collected.
How providing mentoring relates to career success and organizational commitment
Authors: Bozionelos Nikos , Bozionelos Giorgos , Kostopoulos Konstantinos , Polychroniou Panagiotis 
Published: September 2011

PurposeThis study aims to investigate the relationship of mentoring provided with career success and organizational commitment in the general managerial population.Design/methodology/approachParticipants were 194 native British who were employed in a variety of jobs, professions and industries in the United Kingdom.FindingsMentoring provided was positively associated with objective and subjective career success and with mentoring received. Furthermore, mentoring provided mediated the relationship between mentoring received and both aspects of career success. However, although career‐related mentoring provided was positively associated with mentors' career success and affective organizational commitment, socio‐emotional mentoring provided was unrelated to mentors' career success and was negatively related to their affective commitment.Research limitations/implicationsThe study adds to the literature by indicating that, at least in the Anglo‐Saxon organizational environment, mentoring provided, and especially its career‐related dimension, is associated with positive outcomes across occupational, professional and organizational boundaries, and that mentoring receipt increases the likelihood of mentoring provision later in the career.Practical implicationsEncouraging organizational members to provide mentoring for junior colleagues establishes and perpetuates a mentoring cycle, which entails benefits for mentors, protégés and the organization.Originality/valueThis is the first study to investigate the relationship of mentoring provision with career success and organizational commitment in the general working population; hence, to yield generalizable conclusions. In addition it informs on the relative contribution of career‐related and socio‐emotional mentoring provided to mentor's career outcomes.
Self‐efficacy, goals, and job search behaviors
Authors: Fort Isabelle , Jacquet Flora , Leroy Naïs 
Published: September 2011

PurposeThis study aims to examine the relationship between job search self‐efficacy, employment goals, job search planning, job search behaviors and effort allocated to job search.Design/methodology/approachThe authors expected that employment goals would mediate the effect of job search self‐efficacy on job search planning, job search behaviors and effort allocated to job search. In total, 100 participants completed measures of these concepts. The results are discussed with reference to previous studies and to methodological choices.FindingsRegression analyses did not confirm the hypotheses. Contrary to expectations, employment goals did not mediate the path between self‐efficacy, job search planning, job search behaviors and effort allocated to job search. Instead, self‐efficacy directly influenced job search planning and job search behaviors.Originality/valueFew studies have investigated the effect of self‐efficacy on goals in job search domain. This paper fills some of the gaps.
Intellectual capital reporting in a South Asian country: evidence from Bangladesh
Authors: Nurunnabi Mohammad , Hossain Monirul , Hossain  
Published: September 2011

PurposeThe purpose of this paper is to examine the intellectual capital reporting (ICR) practices of listed non‐financial companies in Bangladesh as an example of a South Asian developing country, and to empirically investigate some company characteristics as determinants of such practices.Design/methodology/approachThis is an empirical study of ICR by 90 listed companies in Bangladesh in 2008‐2009 using content analysis of annual reports. The study uses a weighted disclosure index and ordinary least squares regression analyses to test the association between company characteristics and the extent of ICR.FindingsThe study finds that despite the stock market growing significantly during the recession period, there is a tendency of companies not to disclose IC. The study also confirms that size and industry are important attributes to explain the IC disclosure (ICD) issues in Bangladesh. Unlike prior studies, the study finds that the IT sector does not tend to disclose more extensively, and that companies currently fail to disclose many important items such as patents, trademark and copyrights. The result is an indication that companies in Bangladesh are reluctant to disclose IC. The study is also similar to Abeysekera and Guthrie, who found that Sri Lanka is a proactive rather reactive country in terms of ICR. The study also finds ICR depends on the self‐interests of the company.Research limitations/implicationsThe scope of this study is limited to single year, 2008‐2009. It would be interesting to replicate this study in other developing countries or a group of developing countries in South Asia that have many similarities to the Bangladesh socio‐economic environment. Nevertheless, the study incorporates the current level of ICR transparency in Bangladesh.Originality/valueUnlike previous studies, the present study is based on a developing country where the capital market is growing significantly during the recession years. The study also develops a weighted disclosure index in a developing country context, based on the extensive literature of ICD and some new characteristics, namely non‐family ownership, audit committee and liquidity risk.
A framework for identifying and understanding enterprise systems benefits
Authors: Schubert Petra , Williams Susan P. 
Published: September 2011

PurposeIdentifying the benefits arising from implementations of enterprise systems and realizing business value remains a significant challenge for both research and industry. This paper aims to consolidate previous work. It presents a framework for investigating enterprise systems benefits and business change, which addresses the identified limitations of previous research and provides a more detailed analysis of benefits and their contextual variation.Design/methodology/approachDrawing on data gathered from 31 real‐world organizations (case studies) of differing size, maturity, and industry sector, the study adopts an iterative content analysis to empirically derive a comprehensive benefits framework.FindingsThe content analysis provides a detailed classification of expectations and benefits, which is described in a four‐level framework. The four levels (areas) are further subdivided into aspects and criteria plus an attributed appraisal value. The resulting scheme for the “three‐level benefit codes” provides a greater level of detail about the nature of expected and realized benefits.Practical implicationsThe high level of detail and the code scheme comprising 60 different codes and the method for deriving the codes allows companies to identify and define benefits as well as to assess the outcome of enterprise systems implementation projects.Originality/valueThe paper empirically develops an applicable benefits framework, which addresses the lack of detail of previous frameworks.