bluuebunny/crossref_metadata_2025_split huggingface dataset:
Periodicals: print or electronic?
Authors: Zimerman Martin 
Published: October 2010

PurposeThe purpose of this paper is to describe how the tipping point may have been reached with regard to the transition of periodicals between print and electronic.Design/methodology/approachThe literature search encompassed articles on the transition of periodicals between print and electronic status.FindingsLibraries will soon have to decide, based on budget, what is affordable in terms of periodicals. Vendors are integral to this process and libraries need to negotiate skillfully with them in order to keep costs in line. Electronic resources will serve researchers well, since they provide easy computerized access (searching, cut and paste) to materials previously only found in print.Research limitations/implicationsThere is a dichotomy of feelings represented in the literature on the transition of journals from print to electronic. Most of the literature seems to indicate that the move to electronic journals is good for researchers.Practical implicationsThe move to electronic resources will provide a rich base of digital literature that was not available to researchers before, and this will result in upgraded efforts at publication. Searching electronically can be an enormous timesaver and provides a previously unknown range of searching.Originality/valueThe research includes examples of what experts in the field suggest to resolve this issue.
Librarians as providers of “legendary” customer service
Authors: Massis Bruce E. 
Published: October 2010

PurposeThere has been a great deal of emphasis on the concept of “Legendary” customer service in the private sector these days. This concept has been reaching into more public sector organizations in recent years. Loosely defined as the pinnacle of outstanding service presently demonstrated by only a handful of recognized companies, when one examines many of the attributes of this model of service, many libraries have already adopted their own versions of it. The purpose of this paper is to discuss the environment in which librarians are providing the “Legendary” customer service model as emphasized in the private sector as a best practice, thus validating the profession's continued relevance.Design/methodology/approachThe approach takes the form of a literature review and commentary on this topic that is now being addressed by colleagues.FindingsWith the increase in patron expectations fulfilled by librarians daily, the “Legendary” service model becomes even more important to validate the example of quality customer service, so that the debate regarding the relevance of the profession is silenced once and for all.Originality/valueThe value in addressing this issue is to recognize that the new model of customer service is already embedded into the work of today's librarians.
Assembly and component origin effects: an ASEAN consumer perspective
Authors: Seidenfuss Kai‐Uwe , Kathawala Yunus , Dinnie Keith 
Published: October 2010

PurposeSet in the newly emerging hybrid product research stream, and reflecting trends towards multi‐national production and sourcing, this paper aims to present a three‐country study on perceived quality and image of automobiles “made in and for” Southeast Asia.Design/methodology/approachThe authors used a multiple cue design in the stimulus definition, reflecting assembly and component origin plus warranty level. Actual car owners were targeted, thereby adding to a relatively low number of studies requiring actual prior purchase. The related face‐to‐face interviews in the local languages resulted in 720 usable questionnaires.FindingsCountry‐of‐assembly is shown to affect perceived quality as well as perceived image. Warranty extension can moderate the quality effects to some extent, whilst buyers of luxury models display a smaller positive home bias in terms of perceived image than those of non‐luxury models. Such home region bias is not demonstrated to be significant for country‐of‐components.Research limitations/implicationsThe paper contributes towards ongoing theory‐building, especially with regards to an optimum level of origin cue decomposition. It also establishes the importance of adding image perception measurement to the arsenal of origin researchers normally focused on quality effects.Practical implicationsManagers need to make strategic decisions on the decomposition of product origin cues, reflecting consumers' abilities to notice several such cues. The selected product origin cues must then be supported with appropriate communications strategies.Originality/valueFor the first time, origin effects are demonstrated for the Southeast Asia region. The paper establishes the significance of country‐of‐target and contributes to research on the ever more complex product origin construct.
Factors influencing product involvement among young consumers
Authors: Te'eni‐Harari Tali , Hornik Jacob 
Published: October 2010

PurposeIn light of the core role of product involvement as a variable in consumer behavior, the current study seeks to examine which variables influence product involvement among young people. This paper aims to explore five variables: age, subjective product knowledge, influence of parents, influence of peers, and product category.Design/methodology/approachThe research was founded on a quantitative field study, whose sample was comprised of 252 young people, ages 4‐15.FindingsThe findings among the entire sample imply that young people's product involvement is explained by all of the variables that were examined. Interesting findings came to light for each one of the age groups: Young children's product‐involvement level was influenced by parents and peers. The product‐involvement level for children was influenced by peers and product category. Adolescents' product‐involvement relies on subjective product knowledge and product category.Originality/valueThese findings expand the existing knowledge about young consumers' behavior patterns and show that the existing models provide a partial picture. In addition, the product‐involvement variable must be seen as a basis for market segmentation of the younger populations. The recommendation is to carefully create segments that examine the different product‐involvement levels among each age group.
“Fish out of water”: understanding decision‐making and coping strategies of English as second language consumers through a situational literacy perspective
Authors: Viswanathan Madhu , Torelli Carlos , Yoon Sukki , Riemer Hila 
Published: October 2010

PurposeThis paper aims to study English as second language (ESL) consumers in the USA. The authors seek to focus on consumers who are literate in their native country, yet akin to fish out of water due to language difficulties and unfamiliarity with the marketplace.Design/methodology/approachUsing qualitative interviews of 31 informants and shopping observations of a small subset, the authors examined cognitive predilections, decision making, emotional trade‐offs, and coping strategies of ESL consumers.FindingsThe findings relate to cognitive predilections, decision making and emotional trade‐offs, and coping strategies of ESL consumers.Originality/valueThe authors analyze ESL consumers from a situational literacy perspective, viewing the situations faced by ESL consumers in terms of functional literacy skills. The findings provide a variety of new insights, and have important theoretical and practical implications for theory and practice.
Parental evaluation of popular brand names given as Christmas gifts and sources of information used in these decisions
Authors: Clarke Peter , McAuley Andrew 
Published: October 2010

PurposeParents' exposure to children's brands appears rather limited; while brands sell at Christmas, there are extraordinary purchases of low‐cost toys and stocking filler fun toys. Maybe, toy brand purchases satisfy the child's request, rather than parents' value or quality preferences. Generally, the theories of branding feature the positive functional, symbolic and emotional attributes. This paper aims to examines parental evaluation of popular brand names to be given as gifts at Christmas and the sources used to gather information about brands.Design/methodology/approachData were gathered via a survey of parents in the period prior to Christmas. The analysis consisted of a principal component analysis of the functional, symbolic and emotional evaluations. A frequency analysis and a gender‐based crosstabs series identified gender variations in the evaluations and use of information sources.FindingsThe study indicated that parents hold low evaluations of popular brands when buying Christmas gifts for their children. These low evaluations are across functional, symbolic and hedonic elements. Since mothers generally attend to the gift purchase decisions, there were significant gender differences on a few evaluations. The most popular source of information is asking children what they want and is closely followed by the use of store catalogues.Practical implicationsThe evaluation and purchase of toys and gifts predominate at Christmas. Having such a high level of product or brand choice in the children's market could create confusion or uncertainty for parents. A negative image of children's exposure to toy advertising and the resultant pester power may combine to cloud parents' evaluations of giving brands as gifts. In essence, Christmas is the major chance for brand owners to sell their toys and other products. The idea of “… ask mom to get one … ” may be appropriate in high turnover, supermarket products, but not effective in a one‐chance, Christmas gift situation.Originality/valueThis research spans the value sets of two generations. Simply, the promotion of toys is primarily directed toward children who develop desires, expectations and values that are different from those values and attitudes of parents. Research into parental Christmas giving ascertains the value of children's brands to parents.
Consumer perceptions of cause related marketing campaigns
Authors: Moosmayer Dirk C. , Fuljahn Alexandre 
Published: October 2010

PurposeBy replicating two seminal studies on cause‐related marketing (CRM) campaigns, this paper aims to investigate the influence of gender and of donation size on consumer perception of firm behavior, consumer attitude to product, consumer goodwill toward the CRM campaign, consumer perception of the benefit to the NPO, and consumer attitude toward CRM.Design/methodology/approachAn online experiment was conducted with 306 students from a German university to evaluate their responses to a CRM campaign. The presented campaign supported a German children's charity, and varied with regard to donation size.FindingsConsumer perception of firm behavior, consumer goodwill toward the CRM campaign, and consumer attitude to product vary significantly by gender. Donation size has a significant influence on consumer goodwill toward the CRM campaign and on consumer perception of the benefit to the NPO. The impact of donation size is rooted in external perceptions, and partly moderated by gender.Research limitations/implicationsThe chosen non‐forced stimulus presentation may overestimate the measured impact. The applied stimuli may underlie specific gender characteristics that influence responses. Further research might thus apply forced stimulus exposure designs to a broader set of causes and products.Practical implicationsResults imply that CRM campaigns promise to be particularly suitable for promoting products to women. When addressing men, small donations appear to be sufficient.Originality/valueThe authors expand existing research in three ways. Campaign impact is differentiated by consumer attitudes toward the company, toward the product, and toward the NPO. The article shows that the impact of donation size is gender‐specific. By investigating CRM response in Germany, the study regionally expands existing research.
Cultural comparison for the acceptance of online apparel customization
Authors: Cho Hira , Wang Yun 
Published: October 2010

PurposeThe aim of this paper is to examine two culturally different countries regarding the acceptance of online customization of an apparel product.Design/methodology/approachBased on previous literature, this study established hypotheses to compare US and Taiwan college students for their acceptance of online apparel customization. Hypotheses were tested by employing multigroup structural equation modeling (MSEM).FindingsThe results identified similarities and differences between US and Taiwanese respondents in the acceptance of online apparel customization.Research limitations/implicationsThis research added knowledge to the existing literature of consumer adoption of new technology as shopping media.Practical implicationsThe paper provides insightful marketing implications for introducing online apparel customization in different cultures.Originality/valueThis is the first study to compare two extremely different cultures for the adoption of online apparel customization.
Customers behaving badly: a state of the art review, research agenda and implications for practitioners
Authors: Fisk Ray , Grove Stephen , Harris Lloyd C. , Keeffe Dominique A. , Daunt Kate L. , Russell‐Bennett Rebekah , Wirtz Jochen 
Published: October 2010

PurposeThe purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research agenda to inspire, guide, and enthuse. Through a critical evaluation of existing research, the aim is to highlight key issues and to present potentially worthy avenues for future study.Design/methodology/approachIn reviewing recent and past advances in the study of customers behaving badly, an overview of existing research into customers behaving badly and addressing issues of terminology and definition is provided. Thereafter, three perspectives that provide the most opportunity and insight in studying the darker side of service dynamics are outlined. This leads to a review of some of the research design and methodological problems and issues that are faced when rigorously studying these issues. Subsequently, the paper devotes a section to the provocative idea that while dysfunctional customer behavior has many negative influences on customers, employees, and service firms, there are actually some positive functions of customers behaving badly.FindingsA research agenda is provided that is believed to identify and discuss a range of projects that comprises not only insightful theoretical contributions but is also practically relevant.Originality/valueThe paper identifies a range of issues about which managers should be aware and proactively manage.
Frequent (flier) frustration and the dark side of word‐of‐web: exploring online dysfunctional behavior in online feedback forums
Authors: Tuzovic Sven 
Published: October 2010

PurposeFollowing the perspective of frustration theory customer frustration incidents lead to frustration behavior such as protest (negative word‐of‐mouth). On the internet customers can express their emotions verbally and non‐verbally in numerous web‐based review platforms. The purpose of this study is to investigate online dysfunctional customer behavior, in particular negative “word‐of‐web” (WOW) in online feedback forums, among customers who participate in frequent‐flier programs in the airline industry.Design/methodology/approachThe study employs a variation of the critical incident technique (CIT) referred to as the critical internet feedback technique (CIFT). Qualitative data of customer reviews of 13 different frequent‐flier programs posted on the internet were collected and analyzed with regard to frustration incidents, verbal and non‐verbal emotional effects and types of dysfunctional word‐of‐web customer behavior. The sample includes 141 negative customer reviews based on non‐recommendations and low program ratings.FindingsProblems with loyalty programs evoke negative emotions that are expressed in a spectrum of verbal and non‐verbal negative electronic word‐of‐mouth. Online dysfunctional behavior can vary widely from low ratings and non‐recommendations to voicing switching intentions to even stronger forms such as manipulation of others and revenge intentions.Research limitations/implicationsResults have to be viewed carefully due to methodological challenges with regard to the measurement of emotions, in particular the accuracy of self‐report techniques and the quality of online data. Generalization of the results is limited because the study utilizes data from only one industry. Further research is needed with regard to the exact differentiation of frustration from related constructs. In addition, large‐scale quantitative studies are necessary to specify and test the relationships between frustration incidents and subsequent dysfunctional customer behavior expressed in negative word‐of‐web.Practical implicationsThe study yields important implications for the monitoring of the perceived quality of loyalty programs. Management can obtain valuable information about program‐related and/or relationship‐related frustration incidents that lead to online dysfunctional customer behavior. A proactive response strategy should be developed to deal with severe cases, such as sabotage plans.Originality/valueThis study contributes to knowledge regarding the limited research of online dysfunctional customer behavior as well as frustration incidents of loyalty programs. Also, the article presents a theoretical “customer frustration‐defection” framework that describes different levels of online dysfunctional behavior in relation to the level of frustration sensation that customers have experienced. The framework extends the existing perspective of the “customer satisfaction‐loyalty” framework developed by Heskett et al.
Spirals of distrust vs spirals of trust in retail customer service: consumers as victims or allies
Authors: Friend Lorraine A. , Costley Carolyn L. , Brown Charis 
Published: October 2010

PurposeThe purpose of this paper is to examine “nasty” retail shopping experiences. The paper aims to consider implications of distrust related to theft control measures in retail customer service.Design/methodology/approachStorytelling as a “memory‐work” method draws on phenomenology, hermeneutics, and the narrative. Researchers and participants worked together as co‐researchers to analyze and interpret “lived” experiences contained in their written personal stories. The authors extend this understanding in the context of existing literature.FindingsDistrust pervaded the stories, which focused on shoplifting accusations (real and imagined). As a violation of implicit trust, distrust provoked intense moral emotions, damaged identities, and fuelled retaliation. Findings illustrate a pervasive downward “spiral of distrust” in the retail context.Practical implicationsResults suggest that retailers use store personnel rather than technological surveillance to control theft. Interacting with customers and displaying cooperation builds respect, trust, and relationships and may deter theft. Retailers should add signs of trust and remove signs of distrust from retail environments. They cannot rely on service recovery to appease customers disgruntled by distrust.Social implicationsWhen retailers act as if they care, customers reciprocate, creating upward trust spirals and stronger communities.Originality/valueA dark side to retail loss‐prevention tactics is demonstrated in the paper. Surveillance signals distrust, which repels customers and resists service recovery. Concepts of spirals of distrust and trust to the services marketing literature are introduced. The spirals illustrate how distrust destroys and trust builds relationships and communities. Furthermore, ideas are offered about ways to start upward trust spirals.
Supply chain dynamics in healthcare services
Authors: Samuel Cherian , Gonapa Kasiviswanadh , Chaudhary P.K. , Mishra Ananya 
Published: October 2010

PurposeThe purpose of this paper is to analyse health service supply chain systems. A great deal of literature is available on supply chain management in finished goods inventory situations; however, little research exists on managing service capacity when finished goods inventories are absent.Design/methodology/approachSystem dynamics models for a typical service‐oriented supply chain such as healthcare processes are developed, wherein three service stages are presented sequentially.FindingsJust like supply chains with finished goods inventory, healthcare service supply chains also show dynamic behaviour. Comparing options, service reduction, and capacity adjustment delays showed that reducing capacity adjustment and service delays gives better results.Research limitations/implicationsThe study is confined to health service‐oriented supply chains. Further work includes extending the study to service‐oriented supply chains with parallel processing, i.e. having more than one stage to perform a similar operation and also to study the behaviour in service‐oriented supply chains that have re‐entrant orders and applications. Specific case studies can also be developed to reveal factors relevant to particular service‐oriented supply chains.Practical implicationsThe paper explains the bullwhip effect in healthcare service‐oriented supply chains. Reducing stages and capacity adjustment are strategic options for service‐oriented supply chains.Originality/valueThe paper throws light on policy options for managing healthcare service‐oriented supply chain dynamics.
Drug dispensing and information giving in Belo Horizonte, Brazil
Authors: Souza d'Ávila Luciana , Ávila Assunção Ada , Almeida Belisário Soraya , Xavier de Abreu Daisy Maria 
Published: October 2010

PurposeThe purpose of this paper is to examine drug dispensing and associated activity in Belo Horizonte, Brazil. The paper aims to describe factors associated with patient information giving and dispensing time.Design/methodology/approachA specific protocol for recording data gathered from observations included: number of dispensing sessions; medical specialties active at the time; medication number and type; dispensing outcome; if information giving was observed and dispensing time. Information giving and time were considered response variables. The chi‐square test and odds‐ratios were used to verify associations between response and explanatory variables.FindingsIn 43 percent (45) consultations, information giving accompanied dispensing and was associated with number of dispensing sessions and medical specialty offered on a particular day. Assistance time was associated with drug type and number, which increased as dispensing sessions decreased.Research limitations/implicationsSeasonal variations in the demand for pharmacy assistance were not investigated and sample size precluded multivariate analyses. Consequently, new studies may deepen understanding about communication between physicians, pharmacy assistants and users.Practical implicationsPharmacy staff could improve quality and efficiency if two aspects were taken into account: fluctuating workload, and external conditions within which tasks are undertaken.Originality/valueThe paper identifies external conditions that interfere with drug dispensing.