bluuebunny/crossref_metadata_2025_split huggingface dataset:
A cultural paradox in authority‐based advertising
Authors: Min Jung Jae , Polyorat Kawpong , Kellaris James J. 
Published: October 2009

PurposeThe purpose of this paper is to examine an important exception to the “value congruity hypothesis,” which holds that advertising should be more effective when it is congruent with cultural values. It documents a paradoxical “reverse authority effect” among young adult consumers in traditionally high power distance (PD) countries.Design/methodology/approachTwo experiments were conducted using data from traditionally high (South Korea in Study 1, Thailand in Study 2) and low (USA in Study 1) PD countries. Data are analyzed by variance analyses (multivariate analysis of covariance, analyses of variance) and regression.FindingsResults show a reverse authority effect in Korea and attenuation of this effect in the USA (Study 1). Results also show a reverse authority effect in Thailand (Study 2), suggesting the generality of the effect across young consumers in traditionally high PD countries. It appears that a shift away from traditional cultural values has occurred in the course of modernization, as Western ideology gains popularity among young adult consumers in Eastern countries.Practical implicationsFindings suggest that traditional national culture alone is not a good predictor of responses to authority‐based ads. Rather, the extent to which a segment embraces or rejects traditional cultural values is more relevant.Originality/valueThis paper documents a notable exception to the value congruity hypothesis, i.e. a negative effect of authority‐based ads among young consumers in high PD cultures. It extends prior research and has implications for both theory and practice in global advertising.
Will ethical consumers sustain their values in the global credit crunch?
Authors: Carrigan Marylyn , de Pelsmacker Patrick 
Published: October 2009

PurposeThe current global recession is presenting new and difficult challenges for those customers wishing to consume sustainably and ethically, and the marketers who seek to provide the goods that allow them to do so. The purpose of this paper is to explore to what extent international marketers can engage consumers with a social conscience and retain their loyalty both during and after the recession.Design/methodology/approachThis paper explores the impact the global recession is having upon consumers and marketers, and considers the evidence surrounding concerns that the demand for ethical products will decline across international markets as the recession deepens.FindingsThe discussion acknowledges that while discount retailers are thriving, and customers are trading down, evidence suggests that across international markets a significant number of socially conscious consumers are still exhibiting ethical consumption behaviour. Future marketing opportunities lie in providing consumers with products that will deliver value without compromising their ethical social values.Originality/valueThe paper offers a balanced perspective on the significance of ethical consumers to international marketers. The analysis highlights a number of threats and opportunities that exist in the current global recession, and the discussion is illustrated with several examples of successful marketing ethics in action.
Is it worthwhile to be a quality certified hotel? Evidence from Spain
Authors: José Tarí Juan , Claver‐Cortés Enrique , Pereira‐Moliner Jorge , Molina Azorín José F. 
Published: October 2009

PurposeThe purpose of this paper is to study whether quality certified hotels develop some managerial key factors in a significantly better way and have better performance.Design/methodology/approachThe empirical data were collected from a sample of 303 Spanish hotels. Hotels were grouped as certified and non‐certified hotels and the differences were analysed between these two groups in relation to the key factors and performance variables.FindingsCertified hotels develop better the key factors and have better performance. This supports the findings related to this issue in other industries and expands the literature on quality management in the hotel industry.Practical implicationsQuality certifications in hotels may be an important strategic initiative because they may facilitate the development of key factors and may have an impact on firm performance.Originality/valueThe paper reinforces the fact that the quality certification is also important in the hotel industry, where the more scarce literature on this issue in this industry suggests that it is necessary to analyse the relationship of quality certification on firm performance.
An investigation of the hard and soft quality management factors of Australian SMEs and their association with firm performance
Authors: Gadenne David , Sharma Bishnu 
Published: October 2009

PurposeThe purpose of this paper is to investigate the key “hard” and “soft” quality management factors used by Australian small and medium enterprises (SMEs) and their association with organisational performance.Design/methodology/approachA survey questionnaire was constructed for this research using Powell's quality management framework. The respondents were required to indicate their degree of implementation of quality management practices and to rate their TQM performance in relation to overall performance, return on assets, market share and customer satisfaction.FindingsThe study found that improved overall performance appears to be favourably influenced by a combination of “hard” TQM factors such as benchmarking and quality measurement, continuous improvement, and efficiency improvement; and the “soft” TQM factors consisting of top management philosophy and supplier support, employee training and increased interaction with employees and customers. Furthermore, the TQM factors of employee training, efficiency improvement, and employee and customer involvement would appear to be important in maintaining customer satisfaction, whilst employee and customer involvement also appeared to be important in maintaining a competitive edge in terms of return on assets.Originality/valueThe findings show that it is necessary to focus on a combination of soft or behavioural aspects and the hard “systems‐oriented” aspects of QM to achieve an improvement in overall performance, and that to maintain customer satisfaction and return on assets it is just as important to focus on employee involvement and training, as it is to have a customer focus.
Critical success factors and problems in ISO 9000 maintenance
Authors: Ab Wahid Roslina , Corner James 
Published: October 2009

PurposeThe purpose of this paper is to try to identify the critical success factors and problems in ISO 9000 maintenance during the post‐certification period. Much of the published work on issues associated with ISO 9000 certification in the quality management journals focuses on how to obtain certification and the impact of certification on ISO‐certified organisations. Thus, studies do not generally address what happens after the organisations have obtained their certification.Design/methodology/approachIn total, 14 face‐to‐face interviews were conducted over a period of seven weeks with top management, middle management, lower management in charge of operations and quality, and the management representative responsible for the implementation of ISO 9000 in the case study organisation (XYZ). Each interview lasted between 1.5 and 2 hours. ISO documents were also reviewed as part of the data gathering process.FindingsThe results showed that people who comprise top management, other employees, the reward system, teamwork, continuous improvement, understanding of ISO itself, measurement of performance and communication are all critical success factors for ISO 9000 maintenance of XYZ. Apart from continuous improvement, other factors also seemed to be consistent with the findings from other studies. In contrast to the other studies, the current study found continuous improvement of process, people, and system as several of the critical success factors for the sustainable quality management system at XYZ.Originality/valueThis paper makes a contribution to the body of knowledge in the field of quality management systems during the post‐certification period where such work is limited, especially in the service sector.
Assessing the critical factors and their impact on the effective implementation of a food safety management system
Authors: Fotopoulos Christos V. , Kafetzopoulos Dimitrios P. , Psomas Evangelos L. 
Published: October 2009

PurposeThe purpose of this paper is to assess the critical factors of effective implementation (CFEI) of the Hazard Analysis of Critical Control Points (HACCP) system and to define the underlying structure among them. Having defined the latent constructs of the critical factors, the paper also aims to explore their impact on the HACCP effectiveness.Design/methodology/approachA research project was carried out in 107 Greek food companies. The data collection method used in this study was that of the questionnaire. Exploratory and confirmatory factor analysis were applied to assess the reliability and validity of the latent constructs of the critical factors, while their impact on the HACCP effectiveness was examined through the multiple linear regression analysis.FindingsData analysis revealed that the latent constructs of the critical factors such as a company's attributes (prerequisite programmes, equipment and verification procedures) and the human resource attributes (employees' availability, commitment, training and will) are of major importance in implementing an effective HACCP system. According to the findings, these latent constructs have also significant impact on the achievement of the system's aims regarding the identification, assessment and the control of food‐borne safety hazards.Research limitations/implicationsThe small sample size, the diversity of the food companies participated in this study and the subjective character of the data constitute the limitations of the present study. However, these limitations suggest future research orientations.Practical implicationsThe food companies are supposed to implement a food safety management system, because of either internal or external reasons. However, the system's effectiveness is a parameter that should be assured. This study gives directions in order for the companies to fully achieve the HACCP systems' aims through the management of the critical factors' impact.Originality valueThis paper assesses the critical factors' importance in implementing an effective HACCP system and defines a reliable and valid structure among them identifying the broader dimensions to which they are summarized. In doing so, latent constructs are used as predictors of the HACCP effectiveness.
Case study of knowledge creation facilitated by Six Sigma
Authors: Wu Chuni , Lin Chinho 
Published: October 2009

PurposeThe purpose of this paper is to explore the relationship between knowledge creation processes and the Six Sigma approach.Design/methodology/approachAn integrated Six Sigma implementation process is proposed to explore knowledge creation opportunities within a Six Sigma program. A qualitative inquiry with thematic analysis which focuses on a TFT‐LCD (Thin Film Transistor‐Liquid Crystal Display) panel manufacturer and a glass substrates manufacturer is presented in order to identify how the Six Sigma program facilitates the knowledge creation process through the socialization, externalization combination and internalization (SECI) modes, and four types of space for knowledge creation, which are viewed as the different forms of ba, as proposed by Nonaka et al. , namely originating ba, interacting ba, systemizing ba and exercising ba.FindingsThis study contributes to integrating the domains of quality management and knowledge management research. The findings demonstrate the potential mediating effect of a Six Sigma knowledge‐creating system.Research limitations/implicationsThis study is limited in its research methodology, and the case studies are only two empirical illustrations of many other possible implementation processes. The author does not assume that these companies are paradigms or that their specific situations are applicable to all other business enterprises.Originality/valueThis architecture offers an initial model for an organization that wants to facilitate knowledge creation according to the prevailing Six Sigma approach, and further proceed with its knowledge management systems implementation to encourage the management of corporate knowledge and effectively enhance competitiveness.
Service quality and satisfaction in business‐to‐business services
Authors: Spreng Richard A. , Hui Shi Linda , Page Thomas J. 
Published: October 2009

PurposeThe purpose of the paper is to investigate the effects of service quality and service satisfaction on intention in a business‐to‐business setting.Design/methodology/approachThis research addresses three unanswered questions regarding satisfaction and service quality: the distinction between customer satisfaction and perceived service quality; their causal ordering; and their relative impact on intentions. The data were collected using a large survey of buyers in a business setting.FindingsThe data were analyzed using structural equation modeling. The results show that service quality has a larger impact on intentions than does customer satisfaction. The results also show that the effects of individual transactions on intentions are mediated by corresponding cumulative constructs.Research limitations/implicationsThe primary implications for theory include demonstrating the distinction between satisfaction and service quality; specifying, based on theory and logic, the causal ordering between transaction constructs and cumulative constructs, and between service quality and satisfaction; and assessing their relative impact on behavioral intentions.Originality/valueThe results show that one negative transaction outcome may not be sufficient to cause the customer to switch if the cumulative levels are sufficiently positive. Thus, a negative outcome may be discounted by the user if it is seen as a unique occurrence. However, a series of successive negative transaction outcomes may cause the cumulative constructs to become less positive, resulting in lower intentions to repurchase from the same supplier.
Coordinated interaction and paradox in business relationships
Authors: Biggemann Sergio , Buttle Francis 
Published: October 2009

PurposeIn this paper the authors present a theoretical framework that shows how interaction between two or more companies depends on its context of performance. Reflexivity between two or more levels of context potentially leads the parties to a situation exhibiting an apparently contradictory nature: paradox. The authors study the manner in which such situations occur and are resolved.Design/methodology/approachThe data in this paper comes from a three‐year‐long multiple case study investigation. Data was gathered from 15 different organizations through interviews, participant observation and document reviews.FindingsContext‐bounded interaction between organizational actors can be interpreted in different, sometimes contradictory, ways, which can create paradox. Parties cannot stay in paradox for long because it may produce adverse personal and social consequences. Thus, resolution of paradox potentially causes significant changes to the structural attributes of relationships.Practical implicationsParadox has potentially significant and destructive consequences for the quality of business‐to‐business relationships. Organizational actors who understand that paradox has been encountered can develop strategies for exiting paradox and maintaining high‐quality relationships with their partners.Originality/valueThis paper presents a novel theoretical framework that explains how business interaction can lead to paradox, the experience and resolution of which potentially makes significant changes to the structure of business relationships.
Evolving B2B e‐commerce adaptation for SME suppliers
Authors: Boeck Harold , Bendavid Ygal , Lefebvre Elisabeth 
Published: October 2009

PurposeThe purpose of this paper is to explore a central issue in industrial marketing, namely the buyer‐seller relationship, by focusing on how its development influences and is influenced by the use of B2B e‐commerce strategies. More specifically, the paper aims at identifying what kinds of B2B electronic interactions are imposed by influential buyers; exploring the link between these electronic interactions and the buyer‐seller relationship; and seeing how influential buyers and SME suppliers adapt their own strategies in this online environment.Design/methodology/approachThe multi‐case study methodology was used to allow for rich data collection and analysis and to support the discovery of patterns.FindingsThe results indicate that large buyers use specific e‐commerce processes and tools for the different relationships they have with their SME suppliers. The latter must adapt to these requirements to attain the next relationship level or risk forfeiting their established position. When a supplier reaches the new level, other requirements arise, forcing it to continuously adapt its e‐commerce strategy.Research limitations/implicationsThe model proposed in this paper can serve as a tool to align B2B e‐commerce strategies and buyer‐seller relationship levels.Practical implicationsSome SME suppliers have developed a competitive advantage by going through this cycle faster than their competitors. The following relationship stages were observed: pre‐relationship, spot relationship and contractual relationship. Interestingly, there was no collaboration stage in the relationships studied.Originality/valueThe paper contributes to an understanding of the link between electronic interactions and the buyer‐seller relationship. Its information is particularly relevant to organizations that transact or plan on transacting electronically with clients or suppliers in a B2B setting.
The impact of industry and training influences on salesforce consulting time and consulting effectiveness
Authors: Pelham Alfred 
Published: October 2009

PurposeThe purpose if this article is to study the relative impact of industry competitive conditions on salesforce consulting time and consulting effectiveness, relative to the impact of type of sales training.Design/methodology/approachSurveys were sent to sales managers and hypotheses were tested in simultaneous equation models.FindingsIndustry product differentiation has the greatest impact on consulting effectiveness. Industry customer segment number has a positive influence. The relationship between consulting time and consulting effectiveness is highest in commodity industries.Research limitations/implicationsFuture studies should expand the sampling frame to include all manufacturing industries, service firms, and consumer goods firms. Future studies should include other firm variables such as strategy, structure, and level of market orientation to improve the explanation of variation.Practical implicationsSales managers in commodity industries have a relatively high opportunity to enhance customer relationships by enhancing the consulting aspects of their sales management programs.Originality/valueThis study furthers our understanding of the contingency nature of sales management practices on salesforce behaviors and the contingency nature of the impact of those behaviors. This study provides managers in commodity industries with an understanding of the potential value of increasing the extent of consulting‐oriented sales training. This study also suggests that managers seeking to increase salesforce consulting should consider restructuring the salesforce by customer group.
Relationship‐value‐based antecedents of customer satisfaction and loyalty in manufacturing
Authors: Čater Barbara , Čater Tomaž 
Published: October 2009

PurposeThe paper's purpose is to broaden knowledge of customer satisfaction and loyalty in business‐to‐business markets.Design/methodology/approachThe authors propose and test a model in which customer satisfaction is conceived as mediating the relationship between the elements of relationship value (price, product quality, delivery performance, supplier know‐how, time‐to‐market, service support and personal interaction) and attitudinal and behavioural customer loyalty. The empirical analysis uses structural equation modelling and is based on 477 customer‐supplier relationships in the manufacturing context.FindingsThe results show that satisfaction is negatively affected by price and positively by delivery performance, supplier know‐how and personal interaction. On the other hand, satisfaction positively influences behavioural and attitudinal loyalty. In addition, behavioural loyalty is also negatively affected by price and positively by product quality, while attitudinal loyalty is positively affected by personal interaction.Research limitations/implicationsFuture research could add views from the supplier's side and also examine the focal relationship in a network of relationships. The model should be cross‐validated with the same instruments in other contexts.Practical implicationsThe paper's main finding that satisfaction is more affected by delivery performance, supplier know‐how and personal interaction than by price holds direct implications for generic business strategies. By building unique relationships with their customers, suppliers can demonstrate they have something different to offer when there is strong market pressure on price. In addition, the finding that the antecedents of behavioural loyalty are more “rational” and “firm‐related”, while the antecedents of attitudinal loyalty are more “emotional” and “individual‐related”, can be used by marketers to improve the relationships with their customers.Originality/valueThe paper systematically addresses the antecedents of customer satisfaction and loyalty from the perspective of relationship value dimensions – an approach that has not yet been taken in the literature.