bluuebunny/crossref_metadata_2025_split huggingface dataset:
Process gatekeepers and compliance with enterprise processes
Authors: Berente Nicholas , Ivanov Danail , Vandenbosch Betty 
Published: June 2010

PurposeProcess gatekeepers, individuals responsible for strictly enforcing data completeness at critical points within a process, are often used to encourage compliance with processes associated with enterprise systems. The purpose of this paper is to explore the relationship between process gatekeepers and process compliance.Design/methodology/approachThrough a mixed‐method approach of both qualitative and quantitative analyses of one firm's sales processes, the paper identifies and measures four key drivers of compliance with the work process: ease of use, perceived value, urgency, and gatekeeper flexibility.FindingsThe paper finds that process context‐specific, gatekeeper‐related factors directly affect an individual's willingness to work within the bounds of prescribed processes. In particular, the paper finds evidence that gatekeeper flexibility appears to encourage process compliance.Research limitations/implicationsThese findings are limited in generalizability to a single organization, by potential instrument‐related biases, and by typical caveats associated with models derived from exploratory research.Practical implicationsImplications include the motivation of the need for overall process compliance in realizing the benefits of an enterprise information system, as well as the counterintuitive notion that gatekeeper flexibility may be positively related to process compliance.Originality/valueThis paper introduces the notion of process gatekeeper, devises a context‐specific measure of gatekeeper flexibility, and relates this notion to an overall model associated with process compliance in an enterprise system context.
Uptake and success factors of Six Sigma in the financial services industry
Authors: Heckl Diana , Moormann Jürgen , Rosemann Michael 
Published: June 2010

PurposeThe purpose of this paper is to present and discuss results from the first empirical study on the status and the success factors of Six Sigma in the financial services sector.Design/methodology/approachAn empirical study using a comprehensive and tested survey instrument has been conducted in banks, insurance companies, and related service providers in Germany, Switzerland, Austria, and Great Britain.FindingsOne quarter of financial services providers has identified the Six Sigma methodology as being suited for their continuous process improvement efforts. Pressures to reduce costs, the desire to exploit market opportunities, and dissatisfied customers are the main drivers. However, the uptake of Six Sigma is still in the early stages. Most companies apply the methodology in pilot projects only. Nevertheless, respondents estimate a cost‐benefit ratio of 1‐4.3. Dissatisfaction with Six Sigma projects is often caused by insufficient data quality and data quantity, lack of resources, and missing support from top management.Originality/valueAlthough Six Sigma has been successfully implemented in many industries, its application in the service sector is still in question. This paper presents for the first time results of a survey within the financial services industry with the aim to analyze the acceptance level of the Six Sigma methodology, the achieved results, and the factors that determine its successful implementation.
ICT‐enabled and process‐based change: an integrative roadmap
Authors: Margherita Alessandro , Petti Claudio 
Published: June 2010

PurposeThe purpose of this paper is to identify the main factors affecting information and communication technology (ICT) adoption and process redesign within organizations, with the objective of defining a systematization framework and a set of methods and tools useful for students and practitioners.Design/methodology/approachThe review of literature focused on organizational change and ICT‐enabled process innovation allows to extract the key issues for building the model and approaches presented.FindingsThe effective introduction of change requires addressing aspects placed at strategy, people, process and enablers level. A system view of these components and their relationships is a key to streamline ICT adoption and process redesign.Research limitations/implicationsThe roadmap is addressed to support only the design or pre‐implementation phase of change, with a major intra‐organizational perspective.Originality/valueThe main asset of this paper is to combine several frameworks into a unique roadmap to support the investigation of human, process, and technology dimensions of organizational change. Besides, a set of methods and tools are proposed to streamline the design of ICT‐enabled and process‐based change within an organization.
The changing travel behaviour of Austria’s ageing population and its impact on tourism
Authors: Möller Claudia , Weiermair Klaus , Wintersberger Eva 
Published: June 2010

PurposeAs the population of the western world is aging, the importance of seniors for the tourism economy is growing. Seniors are expected to be an important future market. Thus overall leisure behaviour in general, and travel and tourism behaviour in particular, are analysed for the example of the Austrian market.Design methodology/approach A focus group was conducted with participants aged 55+, where their leisure and travel habits as well as preferences were investigated.FindingsThe results showed that leisure and travelling played a major role in the participants’ lives. Additionally, the participants did not change their travel behaviour considerably when entering retirement status. While they changed their preferences to longer stays and to travelling off‐season, their preferences considering holiday destinations, mode of transport or distance of travel did not change significantly. The assumption that travel behaviour and travel preferences are acquired over a longer time span during the life of tourists and will therefore not change considerably when retiring can be confirmed for the participants of the focus group.Research limitations/implicationsIt can be concluded that future senior tourists will differ from today’s travelling seniors in their travel behaviour and their preferences. A larger sample and more detailed research concerning the actual motivation and preferences of Austrian holiday travellers, as well as the factors influencing them, are necessary in order to be able to react adequately to future demands of senior tourists.Originality/value The paper contributes to a better understanding of the importance of and attitude towards leisure and tourism in the growing senior market. Based on the results of a focus group, it serves as a basis for further research in the field.
Using participatory design in the development of a language learning tool
Authors: Zaphiris Panayiotis , Constantinou Penelope 
Published: June 2010

PurposeThis paper aims to demonstrate how participatory design methodologies can be used for the design of interactive learning tools for children.Design/methodology/approachThis paper presents the methodology employed for the design of a multimedia tool for teaching Greek to young children aged 6 to 12. The preliminary data collection included interviews, questionnaires and observations, whereas the actual design of the tool was carried out using a Participatory Design methodology which advocates a design approach that focuses on the intended user of the service or product, emphasising the active involvement of users throughout the design process.FindingsThe paper provides detailed information from each of the data collection techniques used. It also highlights the successes and difficulties in implementing participatory design in an e‐learning context.Originality/valueAlthough participatory design has been used in the design of other systems, it is rarely used as the design framework of learning applications. So the paper expands one's knowledge of implementing participatory design methodologies in learning.
Applying XML‐based technologies to developing online courses: the case of a prototype learning environment
Authors: Jedrzejowicz Joanna , Neumann Jakub 
Published: June 2010

PurposeThis paper seeks to describe XML technologies and to show how they can be applied for developing web‐based courses and supporting authors who do not have much experience with the preparation of web‐based courses.Design/methodology/approachWhen developing online courses the academic staff has to address the following problem – how to keep pace with the ever‐changing technology. Using XML technologies helps to develop a learning environment which can be useful for academics when designing web‐based courses, preparing the materials and then reusing them.FindingsThe paper discusses the benefits of using XML for developing computer‐based courses. The task of introducing new versions of existing courses can be reduced to editing appropriate XML files without any need for program change and an author can perform this task easily from a computer connected to the internet. What is more – using XML makes it possible to reuse data in different teaching situations.Research limitations/implicationsThe environment has only been used for two years and further research is needed on how user‐friendly the system really is and how it can still be improved.Practical implicationsThe paper describes the environment which can be used to develop and reuse online materials, courses, metadata etc.Originality/valueThe paper offers practical help to academics interested in web‐based teaching.
Effects of site design on consumer emotions: role of product involvement
Authors: Ha Young , Lennon Sharron J. 
Published: June 2010

PurposeThe purpose of this paper is to investigate the effects of low task relevant cues presented on apparel web sites on consumer emotions (pleasure and arousal) that in turn influence consumer response behaviors (purchase intention and approach behavior) and examine the influence of product involvement as a moderator of the relationship between such cues and emotions.Design/methodology/approachA total of 157 female students participated in an online experiment using mock web sites. The paper employed a 2×2 between‐subjects factorial design: low task relevant web cues (presence vs absence) and product involvement (low vs high).FindingsThe results revealed that low task relevant web cues induce more pleasure and arousal for online browsers with low levels of clothing product involvement than for those with high levels of clothing product involvement. The results also showed that emotions mediated the relationship between low task relevant web cues and various consumer response behaviors.Research limitations/implicationsThe sample of the study was female college students. The relatively homogeneous sample may limit the generalizability of the results.Practical implicationsThe paper provides an important implication for online apparel retailers developing web sites that may increase consumer pleasure and arousal and attract consumers with different levels of product involvement.Originality/valueNo study has examined a moderating effect of product involvement, an enduring involvement, between low task relevant web cues and consumer pleasure and arousal. The paper provides understanding of how low task relevant web cues influence consumers with different levels of product involvement.
Attitudinal perspectives for predicting churn
Authors: Zorn Steffen , Jarvis Wade , Bellman Steve 
Published: June 2010

PurposeAs acquiring new customers is costly, putting effort into satisfying and keeping customers over the long term can improve profitability. Firms usually do not know how each individual customer is feeling at any time (their attitude to the firm), so typically a customer's likelihood of leaving (“churning”) is predicted from behavioural data. The purpose of this paper is to investigate how a firm can add attitudinal variables to these churning models by deriving proxy indicators of satisfaction and commitment from behavioural data. The paper tests whether adding these proxies improved predictions of churning compared to a typical model based on purchasing behaviour (PB).Design/methodology/approachAnalysing data from 6,000 regular customers from an Australian digital versatile disc rental company, logistic regression predicted membership termination (i.e. churning=1) versus continuation (=0). A baseline model used three traditional behavioural variables directly linked to members' PB. A second model including proxies for satisfaction and commitment from the customer database was compared against the baseline model to investigate improvement in churn prediction.FindingsThe most significant predictor of churn is an indicator of commitment: the uncertainty of a customer's commitment, indicated by number of times they changed their subscription plan.Practical implicationsThe more customers change their plan, the more likely they are to quit the relationship with the firm, most likely because they are uncertain about how they can benefit from a long‐term commitment to the firm. Monitoring uncertainty indicators, such as plan changing, allows firms to intervene with special offers for uncertain customers, and, therefore, increase the likelihood of them staying with the firm.Originality/valueThe paper discusses the use of customer behaviour recorded in databases to identify proxy indicators of attitude before this attitude translates into churning behaviour.
Island tourism: marketing culture and heritage – editorial introduction to the special issue
Authors: Brown Keith G. , Cave Jenny 
Published: June 2010

PurposeThis editorial aims to situate the papers chosen for this special issue within academic literature and identify their contributions to new knowledge.Design/methodology/approachThe editorial first discusses tourism research literature pertinent to the marketing of cultural and heritage tourism products at island destinations around the globe. Second, the contributions made to this field by the authors in this volume and their implications for theory, industry dynamics and tourism product as well as to island communities are identified.FindingsEach paper contributes to the field, either by explorations of theory, shifts in paradigm or by revealing new knowledge.Originality/valueCollectively this collection of papers offers new perspectives on the special characteristics of island tourism, community dynamics, the role of marketing and the development of sustainable cultural and heritage tourism products in island contexts.
Tourism interaction on islands: the community and visitor social exchange
Authors: Moyle Brent , Croy Glen , Weiler Betty 
Published: June 2010

PurposeThe purpose of this paper is to explore the cultural interaction between communities and visitors to islands using social exchange theory to enhance the understanding of the island experience.Design/methodology/approachThe method consisted of 30 in‐depth interviews with community and tourism stakeholders, and formed part of a multi‐phase study that used social exchange theory as the lens to illuminate a range of perspectives of island interaction. This paper presents a comparative case study of Bruny Island in Tasmania, and Magnetic Island in Queensland, Australia.FindingsFindings revealed that local community members have a wide range of motivations for entering into social exchanges with visitors, ranging from solely economic, to a genuine desire to provide quality experiences. Additionally, findings showed the nature of island cultural interaction could vary immensely, from welcoming and meaningful exchanges through to superficial and even hostile contact.Research limitations/implicationsAs this research is on two islands in Australia, within a particular timeframe, the results may not be representative of island communities generally. Nonetheless, the results are indicative of locals' perceptions of their interactions with visitors.Practical implicationsThe findings have a range of practical implications for the management of local and visitor interaction on islands. A key implication for island communities is the importance of developing programs that educate and inform locals about the potential benefits of interaction. Additionally, this research illustrates how islands can use cultural interaction to differentiate their tourism product and market island experiences.Originality/valueThe paper's contribution is its use of social exchange theory at a micro‐level to illuminate a range of local community members' perspectives of their tourism exchanges, in order to enhance understanding of the complex process of interaction between locals and visitors to islands.
A research agenda for social entrepreneurship
Authors: Haugh Helen 
Published: June 2010

PurposeTo study the nature of social entrepreneurship from the viewpoint of activities associated with the perception of opportunities to create social value and the creation of social purpose organizations to pursue them.Design/methodology/approachThe ways in which social enterprises adopt financially sustainable strategies to pursue social aims and address a wide a range of social problems, such as unemployment and inequalities in access to health and social care services, are discussed. Applies the results of existing research to summarize the size of the social enterprise sector in the UK, Europe and US. Proposes eight research themes for social enterprises research and endorses the need for researchers to build on current knowledge and to work together to generate a theory and produce valid, reliable and comparable data capable of being shared by researchers, policy makers and those with an interest in social entrepreneurship.FindingsThe eight research themes identified by the study comprise: defining the scope of social entrepreneurship; the environmental context; opportunity recognition and innovation; modes of organization; resource acquisition; opportunity exploitation; performance measurement; and training education and learning about social entrepreneurship.Originality/valueFacilitates research into social entrepreneurship in the UK by overcoming the handicaps caused by the lack of standard and universally acceptable definitions of social enterprise, social entrepreneur and social entrepreneurship as well as the absence of a national register of social enterprises.
Raising the profile of social enterprises: the use of social return on investment (SROI) and investment ready tools (IRT) to bridge the financial credibility gap
Authors: Flockhart Andrew 
Published: June 2010

PurposeTo evaluate the potential of social return on investment (SROI) and investment ready tools (IRT) in enabling social enterprises to address the credibility gap associated with their ability to build capacity and to adopt a more commercial/entrepreneurial approach to their activities.Design/methodology/approachThe differences that exist between social and financial returns in social enterprises are discussed. Reports the results of interviews conducted with key informants from the social investment industry in Scotland and England to explore their personal understanding or experience of SROI, the tools they use at present to assess social enterprise sustainability and capacity for growth and potential for investment, their likes and dislikes of SROI, and how they see SROI moving forward in a Scottish and/or UK context.FindingsThe results indicated that, should social enterprises find a way to overcome the resource implications of implementing SROI, this would enable them to become the preferred investment vehicle for new sources of social finance.Originality/valuePresents the findings from an MBA dissertation entitled “Is Measuring Social Return on Investment (SROI) a tool that can be used to raise the profile of social enterprises and help attract investment?” (Flockhart 2004) and includes preliminary findings from a pilot programme conducted by CEiS Ltd on the introduction of an Investment Ready Tool (IRT) for social enterprise.
Social enterprise: through the eyes of the consumer (prepared for the National Consumer Council)
Authors: Allan Bob 
Published: June 2010

PurposeTo apply a consumer‐based approach to the study of the underlying concepts involved in social enterprises.Design/methodology/approachThe report aimed to examine social enterprises from the consumer’s point of view and address the question of how social enterprise can make its case for consumer support. Pays particular attention to market segmentation, including: the ethical marketplace; under‐served markets; companies; public sector; voluntary sector; and consumer agents.FindingsIt is suggested that there are three schools of thought on how social enterprises should be promoted: the first focusing on social enterprises as “ethical businesses”, with the term used as an umbrella term for a wide range of firms practising corporate social responsibility (CSR); the second emphasising the role of social enterprise in trading for a social purpose; and the third focusing on social ownership.Research limitations/implicationsFuture research may be directed towards further investigating the market analysis and testing of the concept, identifying the core brand and value proposition of a label, and identifying business plan models for viable growth, including its impact on social enterprise development and growth.Originality/valueProvides a valuable contribution to the social enterprise literature which tends not to take a consumerist viewpoint.
Social enterprise mythology: critiquing some assumptions
Authors: Reid Kristen , Griffith Jon 
Published: June 2010

PurposeTo debate some of the commonly;held assumptions about social enterprises.Design/methodology/approachThe three main assumptions that are commonly applied to the development and characteristics of social enterprises are discussed, namely: that social enterprise must be a collective or democratic pursuit; that social enterprise is institutionally different from earlier mechanisms designed to usher in a “third way”; and that social enterprise is better than doing nothing. Analyses the development of these three assumptions through the framework offered by DiMaggio and Powell (1983) on institutional isomorphism.FindingsThere are indications that the social enterprises sector would benefit from more co‐ops taking an ever‐greater market share in an ever‐increasing range of industries, but that this should be the outcome of decisions freely made by individual, autonomous organizations that are free to choose social enterprises over other available options. Concludes that the practical danger posed by the wrong kind of isomorphic tendencies is to the potential flourishing of alternative organizational forms, alternative business models, and alternative ways of seeing the economic world.Originality/valueClarifies some of the commonly‐held views concerning social enterprises.