bluuebunny/crossref_metadata_2025_split huggingface dataset:
A re‐examination of B2B sales performance
Authors: Zallocco Ronald , Bolman Pullins Ellen , Mallin Michael L. 
Published: October 2009

PurposeThe purpose of this paper is to contribute to the understanding of sales performance measurement by developing an organizing framework for classifying sales performance measures based on the various performance criteria used by researchers. Subsequently, the results of both a focus group and in‐depth interviews with sales managers and salespeople will be presented using the classification framework developed. The objective is to determine whether gaps exist between how researchers and practitioners view and classify salesperson performance measures as well as to provide insights to effective sales management practices in areas such as salesperson skill development, goal attainment, resource allocation, and customer relationship management.Design/methodology/approachA qualitative study, using in‐depth interviews, explores the relationship between sales managers and salespersons and their respective views on sales performance measurement. The interview questions were developed using information derived from a sales executive focus group. In‐person in‐depth interviews were conducted with eight sales managers and eight salespeople from eight organizations.FindingsThe paper proposes a new method for organizing the types of performance measures that are used, crossing effectiveness‐efficiency with internally‐externally‐focused measures. The findings indicate that a gap appears to remain between the attributes of performance that researchers focus on and what occurs in the world of sales.Research limitations/implicationsThe findings suggest that sales control theories can be used to present an organizing framework of sales performance based on sales outputs, salesperson skill/capability development, sales activities, and market indicators. Our typology might serve as a way to better understand certain research areas where there have been inconsistent findings, and should lead to new measure development for empirical research. In addition, a number of manager and salesperson recommendations for the practicing sales manager are reviewed.Originality/valueThis paper helps to clarify an area that is characterized by ambiguity and an identified need to identify new performance metrics.
Category‐specific RECIPEs for internet retailing quality
Authors: Francis Julie E. 
Published: October 2009

PurposeLimited attention has been given to the stability of the dimensions of quality across different types of internet retailing. This study aims to identify four distinct categories of internet retailing, develops a separate quality measurement scale for each category, then compares the dimensions of quality that emerged for each context.Design/methodology/approachFour category‐specific quality measurement scales (or RECIPE scales) were developed, one for each Fulfilment‐Product type of internet retailing. The scales were administered to 1,262 internet shoppers, then the data were used to refine and assess the statistical properties of each instrument. A cross‐category review of the refined quality dimensions was performed.FindingsAll four categories of internet retailing involve the quality dimensions of customer service and security. However, the dimensions of quality associated with selecting, paying for and obtaining products vary according to the type of product that is purchased (goods versus services) and the fulfilment method (offline versus electronic).Research limitations/implicationsThere are four category‐specific variations of internet retailing quality. This study provides a framework for distinguishing and measuring each variation.Practical implicationsThe “one‐size‐fits‐all” approach to measuring and managing internet retailing quality is not sufficient. Managers should develop quality management strategies that cater to the purchase and fulfilment requirements of customers in their type of internet retailing.Originality/valueThis study delineates internet retailing into four categories and presents a quality measurement scale for each category. This includes scales for three categories where such instruments do not otherwise exist.
Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining
Authors: Augusto de Matos Celso , Vargas Rossi Carlos Alberto , Teixeira Veiga Ricardo , Afonso Vieira Valter 
Published: October 2009

PurposeThe paper seeks to investigate, in a context of service failure and recovery, how consumer satisfaction is affected by problem severity and company responsiveness, how satisfaction influences repatronage intentions, word‐of‐mouth, and complaint intentions, and how consumer attitude toward complaining (ATC) moderates these relationships.Design/methodology/approachAn integrated model is proposed, following recent developments in the service recovery literature. This model is tested using data from a survey with 204 complaining customers.FindingsService recovery affected satisfaction more strongly for consumers with high ATC, indicating a moderating role of ATC. This moderator was also supported in the link between satisfaction and complaining intentions. Also, failure severity and perceived justice influenced satisfaction, which affected repurchase intentions, word‐of‐mouth, and complaining intentions.Practical implicationsService managers should consider the differences between customers with low versus high ATC when providing recovery for a service failure. For instance, the importance of responsiveness in service recovery is even greater for those customers with high ATC, and those customers with low ATC have their complaint decision more dependent on their satisfaction level. Also, it is important to improve the customers' perceived fairness in the complaint resolution process.Originality/valueThis paper investigates the key antecedents and consequences of satisfaction in a context of service failure and recovery by integrating previous research in a comprehensive model. ATC is proposed and tested as a moderator when complainers and non‐complainers are compared in the level of the strength of the relationships. Previous research has not found a moderation effect in this level.
Do services marketers' success measures match their strategies?
Authors: Manion Michael T. , Cherian Joseph 
Published: October 2009

PurposeThe paper seeks to show that the strategic types of service marketers (e.g. Prospectors, Defenders or Analyzers) match the types of success measures that they use to evaluate new services.Design/methodology/approachA theory is developed to show why service marketers of different strategic types use different success measures for the evaluation of new services. Using responses from 202 financial services marketers, strategic types are shown to relate in theoretically expected ways with the importance ratings of the categorized success measures.FindingsNotable relationships among strategic types and their success measure are identified. Prospectors, for example, attach greater importance to growth performance measures, consistent with the growth orientation of their service development programs. Defenders, on the other hand, attach more importance than Prospectors to efficiency performance measures, which relate to their programs' efficiency orientation. Analyzers, interestingly, place more emphasis on objectives‐based performance measures, including strategic fit, than Prospectors.Research limitations/implicationsThe sampling frame purposely contains only US financial services firms; as such, future research may build upon this single‐industry, single‐country study.Practical implicationsAcademic success literature generally disregards the strategic types of respondents in measuring the success of service development programs. Practitioners, however, seek performance measures that are consistent with their firm's business strategy. This study provides a categorization of the most important success measures as appropriate to different strategic types.Originality/valueThe service success literature has often dealt with the question of “what causes success?” and has rarely confronted, head‐on, the question of “what is success?”. This paper addresses this critical research gap.
Push, scream, or leave: how do consumers cope with crowded retail stores?
Authors: Whiting Anita 
Published: October 2009

PurposeThe paper examines coping strategies that consumers use within crowded retail stores. Specifically, this study explores and identifies coping strategies that consumers use, investigates whether the Folkman or Duhachek coping frameworks adequately capture all of the ways consumers cope, and looks at the implications these coping strategies may have on consumers and retailers.Design/methodology/approachA three‐stage qualitative study was conducted. Stage One consisted of informal interviews with customers. Stage Two was a pilot study of airport passengers. Stage Three was an online qualitative survey.FindingsMany of Duhachek's and Folkman's coping strategies were operative within a crowded retail setting. The coping strategies that were frequently used were distancing, avoidance, social support, rational thinking, action, escape, positive thinking, emotional venting, and confrontive. The study also found that further refinement of coping strategies and scales is needed.Research limitations/implicationsAn understanding of consumer coping strategies can help retailers to promote beneficial consumer coping strategies and avoid or limit detrimental coping strategies. The limitation of the study is that it is exploratory in nature.Originality/valueThe paper provides a rich and vivid understanding of how consumers cope in a crowded environment, and demonstrates the importance of crowds and consumer coping and how these variables affect retailers. The study identifies new coping strategies, relabels existing coping strategies with more descriptive and comprehensive titles, and confirms established coping strategies.
Key determinants of real estate service quality among renters and buyers
Authors: Tuzovic Sven 
Published: October 2009

PurposeThe purpose of this study is to compare quality perceptions of virtual servicescapes and physical service encounters among buyers and renters of real estate.Design/methodology/approachQualitative data from a sample of 27 professionals engaged in higher education in the USA are gathered by recorded interview before being transcribed and imported into MAXQDA 2007 software for analytical coding.FindingsParticular differences are found to exist between renters and buyers with regard to specific service attributes – for example, description of properties and type of visuals during the pre‐purchase stage, knowledge/experience and honest behavior of realtors during the service encounter stage and a continuous relationship with the realtor in the post‐encounter stage.Research limitations/implicationsGeneralization of the results is limited because the study utilizes data from only one industry (real estate) and from only one demographic segment (professionals in higher education).Practical implicationsReal‐estate firms need to pay attention to both the training of agents and the design and content of their websites.Originality/valueThis paper contributes to knowledge regarding virtual servicescapes in professional services.
Managing adoption barriers in integrated banking services
Authors: Lee Jonathan , Morrin Maureen , Lee Janghyuk 
Published: October 2009

PurposeService organizations such as retail banks are attempting to increase their customers' lifetime value through the introduction of service innovations such as integrated banking. To date, these efforts have met with mixed success. This research proposes that strategic consideration of barriers to adoption can significantly alter and enhance the effectiveness of segmentation and communication efforts for service innovations.Design/methodology/approachThe paper utilizes a latent class regression with concomitant variables on a large‐scale multinational consumer survey (n=2,702).FindingsThe results demonstrate that incorporating barriers to adoption significantly alters the segments into which customers are classified, resulting in improved model fit and out‐of‐sample prediction.Originality/valueFuture innovations will present other types of barrier. The authors show here that marketers can benefit from managing perceived barriers instead of directly analyzing consumer demographics.
Using atmospheric elements in service retailing: understanding the bar environment
Authors: Grayson Rollo A.S. , McNeill Lisa S. 
Published: October 2009

PurposeIn retail environments, the atmosphere communicates to consumers through non‐verbal channels, impacting on their beliefs about a product, a service or the way in which a service is provided. The current paper explores the bar environment, and the use of atmospherics by managers as well as responses to atmosphere by consumers,Design/methodology/approachThe research takes a qualitative approach, utilising focus groups with consumers, and in‐depth interview with bar managers to assess the use and importance of atmospheric elements in the bar environment.FindingsThe findings suggest that managers and consumers want the same things from the bar environment. However, parties are divided as to the best way of achieving this.Research limitations/implicationsThe research is limited to a sample of bars in one city. However, implications for bar retailing in general can be drawn from the observations by customers and managers.Practical implicationsThe study provides confirmation that atmospheres have the ability to creative positive emotions and behaviours. The results also highlight areas where atmospherics can not only be used to attract more patrons, but also to allow managers to reflect on their atmosphere creation practices.Originality/valueResearch into atmospherics in service and retailing is still limited, with specific studies of unique environments' aspects required to further our knowledge of the part that atmospheric elements play in the success of these settings.
The management of High Court records in Botswana
Authors: Motsaathebe Lorato , Mnjama Nathan 
Published: October 2009

PurposeThe purpose of this paper is to discuss issues pertaining to the management of court records in Botswana.Design/methodology/approachThe paper shows the use of questionnaires, structured and unstructured interviews with the High Court administrators and records keepers as well as personal observations on how records are managed, inspection of storage facilities and observations on records retrieval procedures.FindingsConcludes that in the past the management of legal records at the High Court received little attentions, but now the High Court has embarked on measures including the introduction of an automated court record system to manage its records.Practical implicationsThe paper shows that the effective management of legal records is of crucial to the administration of justice and that there is a need to pay closer attention to the management of court records.Originality/valueThis paper brings together issues related to the management of court records at the High Court in Botswana.
Management of electronic records
Authors: Kemoni Henry N. 
Published: October 2009

PurposeThe purpose of the paper is to present empirical research findings regarding the management of electronic records in selected ESARBICA member countries. It presents background information about ESARBICA and the current state of electronic records management in the region. The challenges posed by electronic records as reported in the literature and the capacity building initiatives and guidelines developed by archival institutions, professional organizations and universities for effective management of electronic records are presented. It proposes suggestions for further research.Design/methodology/approachThe paper is based on a review of literature on electronic records and empirical studies dealing with management of electronic records in the ESARBICA region. The review of empirical research findings is based on selected countries in the ESARBICA region.FindingsThe empirical research findings indicate most countries in the ESARBICA region lack capacity and face various challenges in managing electronic records. These relate to: lack of policy and legislation, standardization, authenticity, capacity building, physical infrastructure and lack of awareness among recordkeeping professionals and government authorities on electronic records management issues.Research limitations/implicationsAlthough ESARBICA consists of 12 countries, the empirical research findings were limited to five countries (South Africa, Lesotho, Botswana, Namibia and Kenya) and selected Sub‐Saharan Africa countries. Further research will be conducted to establish the current state of electronic records management in the remaining seven ESARBICA member countries namely: Malawi, Mozambique, Swaziland, Tanzania, Zambia, Zimbabwe and Zanzibar.Practical implicationsIt is hoped that the paper will provide useful information and data to educators and trainers, researchers, students, practitioners, policy makers, civil society, and international development partners who have an interest regarding the challenges posed by electronic records and e‐government and governance strategy in ESARBICA region and Africa in general.Originality/valueThis paper supplements previous studies undertaken in the ESARBICA region regarding the management of electronic records. The empirical research findings would be of significance to record and archives management scholars/educators/consultants/researchers and students undertaking studies in management of records, including management of electronic records within and outside Africa.
Nurturing attitudes for records management in Malaysian financial institutions
Authors: Mohammad Yusof Zawiyah 
Published: October 2009

PurposeThe purpose of this paper is to find out whether financial institutions in Malaysia comply with the relevant Acts and Regulations governing them, namely the Companies Act and Regulation 1966; the Bank Act and Financial Institution Act (BAFIA) 1989); the Bankers Book (Evidence Act 1989); and the Evidence Act). Also this study seeks to identify whether financial institutions develop appropriate and suitable attitudes to records management. It is the objective of this paper to investigate whether financial institutions comply with the identified Acts and Regulations; whether businesses easily understand the language used to phrase the Acts and Regulations; and whether the surveyed institutions adopt the right attitudes towards records management.Design/methodology/approachThis study adopted survey as its method employing questionnaire and interview as the techniques to gather data. The survey involved ten financial institutions in Klang Valley (headquarters only), which was performed in 2005. The data were analyzed using Statistical Package for the Social Sciences (SPSS version 11).FindingsThe findings reveal that financial institutions in Malaysia are aware of the previously mentioned Acts and Regulations. However, records management has never been a priority. This is because there is no enforcement of practice. For organizations failing to produce records/documents on request, the maximum penalty for being guilty for an offense (as stated in the Companies Act) is only 2,000 Malaysian Ringgit (approximately equivalent to sterling 285). Though respondents agreed that records management could give untold benefits and advantages, many do not take the appropriate steps as the need is not pressing and the penalty is not severe.Originality/valueThis paper presents original research of records management practice in this sector, of potential value to other jurisdictions.
Numerical issues in modelling macrosegregation during DC casting of a multi‐component aluminium alloy
Authors: Du Q. , Eskin D.G. , Katgerman L. 
Published: October 2009

PurposeThe purpose of this paper is to investigate the ways to diminish or eliminate numerical diffusion and dispersion. Numerical dispersion and diffusion are present in the predicted macrosegregation profiles reported in the literature and they hinder the interpretation of the simulation results. With the motivation to eliminate these numerical problems by employing appropriate meshes, simulations of macrosegregation in a billet direct‐chill cast from a multi‐component aluminium alloy has been performed.Design/methodology/approachFirst the idea that numerical dispersion could be alleviated by refining the structured mesh size is tested and the extent of this mesh refining to overcome these numerical problems is discussed. Second the link of numerical dispersion and diffusion to the type of mesh used is investigated.FindingsUnstructured mesh eliminates the numerical dispersion present in the structured mesh while it introduces the numerical diffusion. It is concluded by performing calculations with the same settings but different meshes that, although refining the structured mesh could alleviate the numerical oscillation, it increases the computation time dramatically. Therefore the best solution to overcome these numerical problems is the employment of a hybrid mesh consisting of both structured and unstructured mesh.Originality/valueThis work reveals the reasons behind the numerical dispersion and diffusion in macrosegregation modelling and gives a practical solution.
Numerical study of heat transfer and pressure drop for flow past inline and staggered tube bundles
Authors: Jayavel S. , Tiwari Shaligram 
Published: October 2009

PurposeThe purpose of this paper is to develop an indigenous three‐dimensional computational code and apply it to compare flow and heat transfer characteristics for inline and staggered arrangement of circular tubes in a tube bundle.Design/methodology/approachA finite‐volume based computational code is developed to solve the momentum and energy equations for flow through a three‐dimensional rectangular channel and past built‐in tube bundles having inline and staggered arrangement. The approach is based on SIMPLE algorithm. The basic conservation equations of mass, momentum and energy are solved over a body‐fitting grid on the physical domain to obtain the flow and temperature fields.FindingsHeat transfer and pressure drop are compared for inline and staggered tube arrangements in a tube bundle over range of Reynolds numbers 300 ≤ Re ≤ 800. Results are validated suitably against those available in literature.Research implicationsTube‐fin heat exchangers with continuous fins on a tube array are commonly used in air‐conditioning industry and in air‐cooled condensers of power plants. The flow structure within the finned tube bank is complex due to the presence of a circular tube, which causes flow acceleration over the fin surface and flow separation on the back side of the tube resulting in low velocity wake region. The present study provides a better understanding of flow behavior and heat transfer for inline and staggered arrangement of tube bundles in tube‐fin heat exchangers at different Reynolds numbers.Originality/valueA numerical code based on finite volume method has been developed and used for computations to predict heat transfer and pressure drop characteristics for flow past inline and staggered arrangement of circular tubes. Predictions are made from the computed results about suitability of staggered/inline tube arrangements in a given range of Reynolds number.