bluuebunny/crossref_metadata_2025_split huggingface dataset:
Deviant employees and dreadful service encounters: customer tales of discord and distrust
Authors: Patterson Anthony , Baron Steve 
Published: October 2010

PurposeThe purpose of this paper is to explore poor service encounters from the customer's perspective.Design/methodology/approachMultiple autoethnographic accounts of overwhelmingly dreadful customer experiences at a department store were gathered and analyzed. The writers of the accounts were asked only to chronicle their experiences, and not directed to comment specifically on retail employee behaviour. Thus a different approach to dysfunctional service employee behaviour is offered to complement research on service sabotage, internal marketing and service delivery gaps.FindingsDepartment store customers, especially the younger ones, have very low opinions of retail frontline employees. Common to all the autoethnographic accounts was a cynicism towards the actions of such employees that pervaded the customer perceptions of retail service encounters. Overcoming customer cynicism was identified as a key objective of employee training.Research implications/limitationsThe approach, based on multiple autoethnographic accounts, provides insights that can be overlooked with traditional customer satisfaction surveys. It is particularly useful for eliciting constructive feelings of experiences. By its nature, it can be difficult for researchers to forecast the ground that may be covered by the scribes, and therefore to plan a research project around the method.Practical implicationsThe findings are relevant to those involved in training retail frontline employees. They strongly suggest that training, through functional scripts and handy customer service tips, is inappropriate for creating successful service encounters with cynical customers, and may even encourage service sabotage behaviours from severely bored employees.Originality/valueThe methodology is novel in the context of retail customer experiences. The findings bring customer cynicism to the fore, and question the viability of continuing with retail formats that require monotonous and uninspiring roles to be played by retail employees.
Drawing the line: how inspectors enact deviant behaviors
Authors: Suquet Jean‐Baptiste 
Published: October 2010

PurposeThe paper seeks to show frontline employee sensemaking in service encounters. The purpose is to reveal the processual nature of the dysfunctional behavior category and to point out the dilemmas that organizations face when drawing the line between what is acceptable and what is not.Design/methodology/approachThe paper focuses on fare evasion management in urban bus transport, and more specifically on control interactions between ticket inspectors and passengers. Thanks to an ethnographic study of inspection work and to a dramaturgical approach to control interactions, the paper accounts for the process of fraud enactment.FindingsThe paper gives insight into a specialized service related activity: frontline inspection. It shows how different types of fare evasion behaviors are identified, qualified and eventually enacted. In addition, it points out three types of dilemmas in deviant behavior management: service/sanction; offense focused perspective/dysfunctional behavior management perspective and control outcome effectiveness/control outcome visibility.Research limitations/implicationsFurther research is needed to generalize the results. Moreover this original enactment perspective may not be restricted to service encounters, and future research work should address other aspects of the dysfunctional behavior enactment process.Practical implicationsManagers should take into consideration the organizational complexity involved in dysfunctional behaviors' management. A collective inquiry into their organization's participation in the shaping of these behaviors is especially recommended; so is a specific focus on front line employees' management, given their importance in the enactment of deviant behaviors.Originality/valueThe paper contributes to the theory of deviant clients' behaviors and brings a processual and social‐constructive perspective.
The international search for ethics norms: which consumer behaviors do consumers consider (un)acceptable?
Authors: Neale Larry , Fullerton Sam 
Published: October 2010

PurposeBusinesses cannot rely on their customers to always do the right thing. To help researchers and service providers better understand the dark (and light) side of customer behavior, this study aims to aggregate and investigate perceptions of consumer ethics from young consumers on five continents. The study seeks to present a profile of consumer behavioral norms, how ethical inclinations have evolved over time, and country differences.Design/methodology/approachData were collected from ten countries across five continents between 1997 and 2007. A self‐administered questionnaire containing 14 consumer scenarios asked respondents to rate acceptability of questionable consumer actions.FindingsOverall, consumers found four of the 14 questionable consumer actions acceptable. Illegal activities were mostly viewed as unethical, while some legal actions that were against company policy were viewed less harshly. Differences across continents emerged, with Europeans being the least critical, while Asians and Africans shared duties as most critical of consumer actions. Over time, consumers have become less tolerant of questionable behaviors.Practical implicationsService providers should use the findings of this study to better understand the service customer. Knowing what customers in general believe is ethical or unethical can help service designers focus on the aspects of the technology or design most vulnerable to customer deviance. Multinationals already know they must adapt their business practices to the market in which they are operating, but they must also adapt their expectations as to the behavior of the corresponding consumer base.Originality/valueThis investigation into consumer ethics helps businesses understand what their customer base believes is the right thing in their role as customer. This is a large‐scale study of consumer ethics including 3,739 respondents on five continents offering an evolving view of the ethical inclinations of young consumers.
Private healthcare quality: applying a SERVQUAL model
Authors: Muhammad Butt Mohsin , Cyril de Run Ernest 
Published: October 2010

PurposeThis paper seeks to develop and test the SERVQUAL model scale for measuring Malaysian private health service quality.Design/methodology/approachThe study consists of 340 randomly selected participants visiting a private healthcare facility during a three‐month data collection period. Data were analyzed using means, correlations, principal component and confirmatory factor analysis to establish the modified SERVQUAL scale's reliability, underlying dimensionality and convergent, discriminant validity.FindingsResults indicate a moderate negative quality gap for overall Malaysian private healthcare service quality. Results also indicate a moderate negative quality gap on each service quality scale dimension. However, scale development analysis yielded excellent results, which can be used in wider healthcare policy and practice.Research limitations/implicationsRespondents were skewed towards a younger population, causing concern that the results might not represent all Malaysian age groups.Originality/valueThe study's major contribution is that it offers a way to assess private healthcare service quality. Second, it successfully develops a scale that can be used to measure health service quality in Malaysian contexts.
Auditing psychiatric out‐patient records
Authors: Pillay Selena , O'Dwyer Sarah , McCarthy Marguerite 
Published: October 2010

PurposeUp‐to‐date patient records are essential for safe and professional practice. They are an intrinsic component for providing adequate care and ensuring appropriate and systematic treatment plans. Furthermore, accurate and contemporaneous notes are essential for achieving professional standards from a medico‐legal perspective. The study's main aim was to investigate current record‐keeping practices by looking at whether out‐patient communication pathways to general practitioners, from letter dictation to insertion in the chart, were being satisfied.Design/methodology/approachFrom current out‐patient attendees over six months, 100 charts were chosen randomly, and reviewed. A pro‐forma was used to collect data and this information was also checked against electronic records.FindingsOf the charts reviewed, 15 per cent had no letter. If one considers that one‐month is an acceptable time for letters to be inserted into the chart, then only 11 per cent satisfied this condition. Electronic data were also missing.Research limitations/implicationsIt is impossible to discern whether letters to GPs were dictated by the out‐patient doctor for each patient reviewed. Another limitation was that some multidisciplinary hospital teams have different out‐patient note‐keeping procedures, which makes some findings difficult to interpret.Practical implicationsThe review drew attention to current record‐keeping discrepancies, highlighting the need for medical record‐keeping procedures and polices to be put in place. Also brought to light was the importance of providing a workforce sufficient to meet the out‐patient team's administrative needs. An extended audit of other medical record‐keeping aspects should be carried out to determine whether problems occur in other areas.Originality/valueThe study highlights the importance of establishing agreed policies and procedures for out‐patient record keeping and the need to have a checking mechanism to identify system weaknesses.
Effect of sewing on the drape of goat suede apparel leathers
Authors: Krishnaraj Kaliappa , Thanikaivelan Palanisamy , Phebeaardn Kavati , Chandrasekaran Bangaru 
Published: October 2010

PurposeDrape is a property that affects the aesthetic appeal and functionality of materials used for clothing manufacture. When various cut components of apparel are assembled together, the drape behavior of the final garment could be affected compared to the base fabric. Goat suede leathers are widely used for making apparels. The purpose of this paper is to analyse the effect of sewing on the drape characteristics of goat suede leather.Design/methodology/approachFor this study commercially available goat suede leathers of Indian origin from five different firms were used. The bending length, drape coefficient and number of nodes were measured for goat suede leathers with different stitch and seam values and compared with the same measurements taken in plain leather. For bending length measurement, plain, single stitched and seamed samples were prepared. For drape coefficient measurement, plain, radially stitched and seamed namely half circle and quarter circle samples were prepared.FindingsThe introduction of seam (0.5 and 1 cm allowance) on the goat suede leathers increases the bending length significantly thereby reducing the drape ability but the influence of single stitch on the bending length is negligible. On contrary, there is a significant increase in drape coefficient values for simple radial stitched as well as for seamed samples. The number of nodes generated reduced marginally upon the introduction of stitch or seam.Originality/valueThe paper provides the information on the effect of sewing on the drape characteristics of goat suede apparel leathers. This is the first of its kind study on leather as clothing material.
Information exchange and information disclosure in social networking web sites
Authors: Mital Monika , Israel D. , Agarwal Shailja 
Published: October 2010

PurposeThe purpose of this paper is to examine the mediating effect of trust on the relationship between the type of information exchange (IE) and information disclosure (ID) on social networking web sites (SNWs).Design/methodology/approachConstructs were developed for type of IE and trust. To understand the mediating role of trust a mediation analysis was conducted. To test for mediation effects, the four step procedure of partial mediation analysis was used.FindingsThere was found to be a partial mediating effect of trust on the relationship between the type of IE and ID on SNWs.Practical implicationsSince the basis of formation of the communities is similarities, when there is trust amongst the community members they would not post false profiles but real profiles and the extent of ID would be higher.Originality/valueIn most of the studies it is suggested that the type of exchange and trust is dependent upon information disclosure, as against the study in which we found that it is the type of exchange and the trust which lead to increased ID.
Community creation by means of a social media paradigm
Authors: Fernando Isuru 
Published: October 2010

PurposeThe purpose of this paper is to present a case study from which a framework for the purposeful building of knowledge communities by means of social media is formulated.Design/methodology/approachThe approach first takes the form of a literature review. Based on a review of literature as well as on various data sets and surveys within the case study organisation, a social media tool is developed and implemented as a platform to build a knowledge community.FindingsThat there is a need for more information by means of practical experimentation in the current literature. In addition to this, eight steering points for constructing a framework of best practice in the purposeful creation of knowledge communities are submitted.Research limitations/implicationsThe above‐mentioned points are still undergoing field evaluation and further analytics is been undertaken.Originality/valueThe paper provides detail into a social media campaign. Further corporations will be able to build on the findings to construct a framework for the purposeful creation of communities facilitated by social media technologies.
Quality assessment in the blog space
Authors: Schaal Markus , Fidan Guven , Müller Roland M. , Dagli Orhan 
Published: October 2010

PurposeThe purpose of this paper is the presentation of a new method for blog quality assessment. The method uses the temporal sequence of link creation events between blogs as an implicit source for the collective tacit knowledge of blog authors about blog quality.Design/methodology/approachThe blog data are processed by the novel method for the assessment of blog quality. The results are compared to Google Page Rank with respect to the Gold Standard, the BlogRazzi Bookmark Rank.FindingsThe method is similar or better than Google Page Rank with respect to the chosen Gold Standard.Originality/valueThe major contribution of this paper is the introduction of a novel method for blog quality assessment. Even though its superiority to other and more established methods cannot be proven in the context of this limited study, it enriches the toolset available for blog quality assessment and may become important for a deeper understanding of organizational learning.
Industrial cluster involvement and organizational adaptation
Authors: Niu Keui‐Hsien 
Published: October 2010

PurposeThe research of industrial cluster and organizational adaptation can be traced back to early strategic management and organization theory. This paper initiates an attempt to empirically examine the relationship between a firm's involvement in an industrial cluster and its adaptive outcomes.Design/methodology/approachField survey research method was used and data were collected from four international industrial clusters which consist of 188 company responses. Regression analysis and path analysis were used to analyze the data.FindingsThe paper found that the degree of a firm's involvement in an industrial cluster affects its adaptation outcomes. But the nature of the adaptation benefits depends, to a large degree, on the type of cluster involvement.Research limitations/implicationsUsing self‐reported data could be a potential limitation of this paper. It would be preferable to have other forms of data for a study.Practical implicationsIndustrial clusters are widely considered a network‐based industrial system with the aim of adapting to fast‐changing markets and technologies as an organized whole. Firms within a cluster can work together to co‐evolve for the purpose of enhancing competitiveness and adapting to the environmental change. As the sum of the benefit of a cluster is of greater value than each individual company or institution, whether to involve in an industrial cluster to have effective adaptation is worthy of managers' consideration.Originality/valueThe major contribution of this work is the first attempt to operationalize the construct “industrial cluster” and to create a coherent model that logically links industrial clusters and organizational adaptation to tests that have not been covered sufficiently in the literature.
The role of integrative technology in competitiveness
Authors: Lollar James G. , Beheshti Hooshang M. , Whitlow Brenton J. 
Published: October 2010

PurposeThe purpose of this paper is to investigate the relationship between integrative technologies and the corporation's ability to remain or gain a competitive advantage in today's fast‐paced global economy.Design/methodology/approachThe authors' professional experience, extensive literature review, and personal communications on the subject provided the foundation for this research.FindingsThe global business environment requires corporations to use a variety of information and communications technologies in order to coordinate and control all activities in its global operations. In order to be competitive, firms are implementing new technologies such as enterprise resource planning (ERP), ERP II, and radio frequency identification to reduce the cost of doing business by improving operational efficiencies, establish better relationship with their business partners, as well as effectiveness by quickly responding to changes in the marketplace. Challenges and benefits of implementing these technologies by both manufacturing and service organizations are explored and examined in this paper.Practical implicationsLow‐cost and differentiation strategies require corporations to integrate information and communications technologies to streamline processes both within the firm and between business associates. A considerable amount of time and capital is required for acquisition and implementation of the new technology but the return on the investment is significant in the long run. Top management participation, change in management, and employee training are critical success factors in successful utilization of technology.Originality/valueThe paper provides useful information with regards to the importance of technology in sustaining or gaining a competitive advantage in the marketplace.
Architecture as brand: store design and brand identity
Authors: Kirby A.E. , Kent A.M. 
Published: October 2010

PurposeThe aim of this paper is to examine the relationship between the architecture of retail stores and the communication of brand identity.Design/methodology/approachThe researchers adopted a qualitative approach using case studies of the design process and architecture of four new food superstores in the UK between 1998 and 2005. The case studies draw on interviews, photographs, observations, and archival materials.FindingsThe case studies demonstrate that high‐profile architects have been involved in the design of supermarket buildings. The reuse of buildings has also become a significant element of visual identity at a local level. “Stealth” design, by contrast, reduces visual identity. In each case the relationship between retailer, architect, local authority, media and public opinion influenced the design process and the visual identity of the building.Research implicationsThe research implications are that architecture is not well understood in the retail industry as a medium for communicating a consistent brand identity. For designers and architects, building as brand for superstores presents opportunities to create a distinctive brand style. Urban regeneration will continue to offer opportunities for new, iconic buildings. The building, its location and history can provide points of differentiation and contribute to brand awareness and reputation.Originality/valueThe originality of this research lies in its interdisciplinary approach, which uses both design and management literature and methodology to examine architecture's role in visual identity. It focuses on the previously unresearched architecture of food retailers.
The modern American university: a love story
Authors: Scott Robert A. 
Published: October 2010

PurposeThe purpose of this article is to survey areas of admiration, anguish, and anticipation in higher education.Design/methodology/approachThe article takes the form of a reflective essay.FindingsThere is much to admire about higher education; much that causes anguish; and much to anticipate in the years ahead.Originality/valueThis is an original approach and an original piece of work.
National Survey of Student Engagement's (NSSE) benchmarks – one size fits all?
Authors: Lerer Nava , Talley Kathryn 
Published: October 2010

PurposeAdministrators of the National Survey of Student Engagement (NSSE) argue that the results from the five benchmarks, constructed from the survey's items, “produce a set of national benchmarks of good educational practice that participating schools are using to estimate the efficacy of their improvement efforts”. The objective of this paper is to show that any assessment of educational quality cannot be separated from students' expectations and goals.Design/methodology/approachData are drawn from two sources: five years of NSSE data and Adelphi data. A quantitative approach was used to analyze the data.FindingsWhile NSSE items are important indicators of experiences that certain types of students might be seeking and expect from their college, the benchmarks are supposed to provide an overall picture of colleges' educational practices.Originality/valueThis is an original work which was previously presented at the 2005 Northeast Association of Institutional Research annual conference.
Between the acropolis and the agora
Authors: Abeles Tom P. 
Published: October 2010

PurposePost‐secondary institutions are undergoing change. This review aims to look at how the changes are being addressed in Europe and the USA.Design/methodology/approachTwo books are reviewed. One looks at the change through the efforts of the Spellings Commission in the USA while the other, a study of the European Bologna Process, holds the hope that there might be lessons for the USA's traditional colleges and universities.FindingsBoth of the authors are concerned with the current and future state of post‐secondary education in the USA. Gaston defines the rise and the current state of the Bologna Process of harmonization of universities across the EU's borders. He also indicates that the USA's global hegemonic reputation may not hold in the future. Zemsky's study focuses on the Spellings Commission study and sees post‐secondary education as the center point of knowledge, needing some change, but not so off course that it needs to follow the path of homogenization which the USA sees as being taken in Europe. The paper also reveals how the US public institutions, the public itself and the government need to resolve the need for centers of academic and research excellence while addressing the social needs of an increasingly diverse population in a time of limited fiscal resources.Social implicationsThe rising technological demands of a flattening world raise the educational need of the workforce taking it from K‐12 to K‐14+ and removing the bright line that has separated the tertiary institutions from the secondary schools. Additionally, global mobility changes the marketplace, particularly at the undergraduate levels and the role of the academics who labor in the Ivory Tower.Originality/valueThe paper reveals information on the influence of the Bologna Process and the Spellings Commission in educational reform.