bluuebunny/crossref_metadata_2025_split huggingface dataset:
A framework for evaluating the customer wait experience
Authors: McGuire Kelly A. , Kimes Sheryl E. , Lynn Michael , Pullman Madeline E. , Lloyd Russell C. 
Published: June 2010

PurposeThe purpose of this paper is to propose and test a model which defines the psychological processes that mediate the relationship between perceived wait duration (PWD) and satisfaction. This model will provide a framework for evaluating the impact of situational and environmental variables in the servicescape on customer reaction to the wait experience.Design/methodology/approachThe approach included one field study and two laboratory experiments in which subjects participated in a service with a pre‐process wait and evaluated their experience on a survey.FindingsPerceived wasted time, perceived control, perceived boredom, and perceived neglect mediated the relationship between PWD and wait experience evaluation. When tested using filled versus unfilled wait time as the situational variable, the model showed that having something to do during the wait decreased perceived boredom, resulting in a more positive wait experience.Research limitations/implicationsThe services used in this paper were functional (as opposed to hedonistic) in nature and wait durations were a maximum of ten minutes.Originality/valueThe framework established in this paper can be used to evaluate customer reaction to the elements of the waiting environment design, which will help managers design waiting environments that maximize customer satisfaction, and help researchers to understand changes in the relationship between PWD and satisfaction under different environmental conditions.
Beyond personality: the impact of GMA on performance for entry‐level service employees
Authors: Tews Michael J. , Michel John W. , Lyons Brian D. 
Published: June 2010

PurposeWhile personality is often deemed important, few studies have examined the relationship between general mental ability (GMA) and job performance for entry‐level service employees. As such, the present study aims to examine the impact of GMA, along with the Big Five personality dimensions, on performance in this context.Design/methodology/approachData were collected on servers from multiple units of two large restaurant chains. The employees completed GMA and personality assessments. Managers in Sample 1 provided ratings of service performance and two dimensions of contextual performance – interpersonal facilitation and job dedication. In Sample 2, sales performance data were obtained from company records.FindingsUnlike the Big Five taxonomy, GMA was the only variable to significantly predict all performance criteria.Research limitations/implicationsSuccessful job performance requires more than habits and motivation rooted in personality; it also requires knowledge acquisition and ongoing problem solving facilitated by GMA.Practical implicationsManagers should consider GMA along with personality in hiring decisions to maximize the prediction of employee performance.Originality/valueThe paper demonstrates that GMA impacts multiple dimensions of server performance, including task and contextual performance.
Behavioural research in logistics and supply chain management
Authors: Tokar Travis 
Published: June 2010

PurposeThis paper aims to advocate and facilitate undertaking research focused on the effects of human behaviour, judgment and decision making in logistics and supply chain management (SCM).Design/methodology/approachIn addition to providing an overview of the potential benefits of behavioural research, this paper presents two modified frameworks for identifying and addressing behavioural issues in logistics and SCM.FindingsBehavioural research can significantly advance both theory and practice in logistics and SCM. Little behavioural research appears in top logistics journals. As researchers begin to conduct more such projects, knowledge pertaining to issues of importance to logistics and SCM will be created.Originality/valueThis paper highlights an important research area and a methodology, (controlled behavioural experiments), that are currently underutilized in logistics and SCM. It further presents potential research questions and suggestions for ways in which interested researchers could begin to address such issues.
Micro‐enterprise supply chain management in developing countries
Authors: Prasad Sameer , Tata Jasmine 
Published: June 2010

PurposeA majority of citizens in the developing world rely upon self‐employment and micro‐enterprise operations as their primary and only source of income. The purpose of this paper is to examine how micro‐enterprise owners in the developing world can improve their standard of living by better managing their supply chains.Design/methodology/approachBy relying upon case‐study methodology, propositions are derived.FindingsSuch propositions should provide direction to activists and governments in raising the productivity of such enterprises, hence reducing poverty.Originality/valueExamining the relevant literature in relation to field observations helps identify a number of important issues which need to be examined further by academicians.
Assessing the efficiency and managing the performance of Greek tax offices
Authors: Katharaki Maria , Tsakas Marios 
Published: June 2010

PurposeThe aim of this paper is to study the technical and scale efficiency of a set of tax offices (Inland Revenue) in Greece during the period 2001‐2006.Design/methodology/approachThe methodology used to estimate efficiency scores and Greek tax office ranking was the data envelopment analysis. In addition window analysis was used to detect efficiency trends and stability over time. Tobit analysis was applied to explain whether non‐discretionary factors play a role in tax office's performance.FindingsThe results underline that “scale size” and the structure of regional economy where tax offices operate are important factors affecting their efficiency.Research limitations/implicationsDespite the limitations related to the data set, the empirical work suggests that future research may need to concentrate on the dynamic factors i.e. characteristics of the regional where the tax office is situated which could play a significant role in a tax office performance.Practical implicationsThe analysis provides information on tailor‐made political and administrative measures that can lead to improvements in the general infrastructure behind the tax office system in Greece.Originality/valueConsidering that the emerging results needed to be evaluated and considered with a sceptical eye, the present study simply highlights the importance of the information (without sensationalizing it) from the policymakers' perspective and in so doing perhaps provide an additional information resource on which they can base their decisions and policies.
A discrete dynamic programming approach towards optimal outsourcing policy in supply chain management
Authors: Dev Navin K. , Swami Sanjeev , Caprihan Rahul 
Published: June 2010

PurposeAs global markets become more customer oriented, rapid response rates are now often among the most important metrics in business. To achieve the required agility, many companies are forced to take decisions of whether to vertically integrate a value chain or to outsource some of its operations. The purpose of this paper is to develop a sequential decision modeling process to enable determination of optimal outsourcing policy decisions with respect to the variables such as warehouse inventory, in‐house manufacturing capacity and the ordering cost to the outsource supplier.Design/methodology/approachIn this paper, a discrete dynamic programming‐based modeling framework is developed for analyzing outsourcing policies for supply chain management problems. Specifically, the assumed situation entails a dynamic decision between in‐house production vis‐à‐vis outsourcing, which is contingent upon several factors such as demand during the period under consideration, available inventory, available production capacity of the firm, ordering cost to the outsourced supplier and the fixed capital cost of machine capacity enhancement.FindingsThe framework enables the determination of a time‐based outsourcing policy, which is a prescription regarding: the optimum quantities to be produced in‐house vs those to be outsourced, and the level of capacity to be set in each period.Originality/valueThe problem investigates useful managerial decisions that are relevant to a real life dynamic situation within a manufacturing industry when effecting outsourcing decisions.
Brand equity's antecedent/consequence relationships in cross‐cultural settings
Authors: Allen Broyles S. , Leingpibul Thaweephan , Ross Robert H. , Foster Brent M. 
Published: June 2010

PurposeThis paper aims to test whether an antecedent/consequence brand equity model developed with Americans holds up with Chinese, and to examine whether brand equity's functional (utilitarian) and experiential (emotive) facets have (dis)similar significance in a cross‐cultural setting.Design/methodology/approachThe survey was administered to US and Chinese samples, with data analyzed using structural equation modeling to test hypotheses developed from literatures.FindingsThe study found evidence that the model does hold up in a cross‐cultural setting, and that some of brand equity's functional and experiential antecedents and components have dissimilar significance with the two sample groups.Research limitations/implicationsOnly one brand was employed; the survey was completed with volunteer US and Chinese university students vs a broader range of age groups; and the dissimilar nuances of the English and Chinese languages may lead to divergent understandings of the measures.Practicable implicationsThe study provides a foundation for future cross‐cultural brand equity research and sheds empirical insight that, contrary to social sciences literatures' suggestions, the similar significance of brand equity and its antecedents are such that firms may benefit from employing standardized marketing strategies in cross‐cultural settings.Originality/valueThe study is a benchmark comparative cross‐cultural brand equity study with the vastly disparate US and Chinese consumers.
Using the classic grounded theory approach to understand consumer purchase decision in relation to the first customized products
Authors: Tang Zhongjun , Chen Xiaohong , Xiao Juan 
Published: June 2010

PurposeThis paper seeks to develop a conceptual model that enables understanding of consumer purchase decisions in relation to the first customized products, including steps of the decision process, determinants, and consequences of each step.Design/methodology/approachThe classic grounded theory approach was used.FindingsThe study found that the process consists of six steps called knowledge learning and preliminary information searching, problem recognition, budget setting, detailed information searching and solution creating, purchase involvement, and use and post‐purchase. The process is distinct from the process of traditional models of consumer decision mainly from three aspects: the process starting from “knowledge learning and information searching”, not from “problem recognition”, while “problem recognition” is the second step; information searched in the process mainly on components of products, with little on products; and the process includes a step “solution creating”, but without steps “alternative evaluation” and “choice”. The consequences of the first step consist of knowledge mastered, market information acquired, pre‐decisions, perceived value of customized PC, positive attitude towards customized PC, and self‐confidence, which are the main determinants of the following steps. Besides these determinants, others included are interest, curiosity, work with computers as tools, sources of knowledge and information on PC, and income.Practical implicationsThe study provides a foundation for future quantitative research on determinants of consumers' purchasing the first customized products and provides insights into marketing: for example, target consumers of customized PC are characterized at least by having great self‐confidence in their capability to make an effective decision in purchasing customized PC, and having mastered enough PC knowledge.Originality/valueAcross a variety of domains, consumers are demanding increased customized products. While consumer decision making has become a prominent research topic in various fields of marketing and consumer science over the past decades, surprisingly little research has examined consumer purchase decisions in relation to the first customized personal computer (PC) and factors influencing such a process. The study may fill this gap.
Building brand community membership within organizations: a viable internal branding alternative?
Authors: Raj Devasagayam P. , Buff Cheryl L. , Aurand Timothy W. , Judson Kimberly M. 
Published: June 2010

PurposeThis paper seeks to propose and test the appropriateness of a brand community within an internal branding framework.Design/methodology/approachUsing the multidimensional constructs of brand community and the strengths of internal branding strategies, this study explores the theoretical underpinnings of combining the two constructs.FindingsIntraorganizational brand communities are presented as a viable strategic possibility for targeting internal branding participants. Results lend strong support to the need for and efficacy of internal brand communities, and provide an opportunity to examine the strategic synergies of pursuing such a strategy for internal as well as external audiences.Research limitations/implicationsThe study was delimited to domestic participants. Additional studies are recommended to further test the constructs of brand community membership in an internal brand community.Practical implicationsExternal branding initiatives and communications can be used internally, among employees, to build positive brand associations and brand affinity. Further, implementing an internal brand community can lead to increases in the emotional buy‐in of employees and ultimately could help companies increase the proportion of “champion” employees.Originality/valueThe study integrates the research streams of brand community and internal branding and studies the viability of conducting internal branding within a brand community framework.
The identification of social norms of price discrimination on the internet
Authors: Maxwell Sarah , Garbarino Ellen 
Published: June 2010

PurposeThe purpose of this paper is to identify some of the current social norms of pricing that constrain sellers' discriminatory pricing on the internet. Violations of such social norms can lead to perceptions of price unfairness and swift and potentially damaging negative reactions from consumers. This paper seeks to demonstrate a state‐of‐the‐art technique for assessing social norms, to identify current norms using a large representative sample of US consumers and to distinguish between social norms and personal beliefs.Design/methodology/approachThe study involves an online survey of 387 respondents. The survey was designed to measure both the consensus and the strength of consumer reaction to seller behaviors. To establish that a behavior is the norm, the consensus has to be greater than a 65 percent agreement and the strength of the response has to be significantly different from neutral. Both personal beliefs and perceptions of society's beliefs were collected.FindingsThe paper finds that some of the social norms constraining discriminatory pricing on the internet are as follows: a seller should charge the same price for a given item to all customers; a seller should not charge a higher price to either more loyal or more frequent customers; a seller should not charge more to new or infrequent customers; and a seller should not charge less to infrequent purchasers. In addition, although it is not established as a norm, a surprising 50 percent of the respondents think that Americans in general believe that all retailers should charge the same price for the same item. The paper also finds that personal beliefs are consistent with social norms but more extreme.Practical implicationsThe implications are that e‐tailers need to be careful about price discrimination on the internet – many of the most profitable practices violate current internet pricing norms. For example, consumers do not think that it is fair to give a cheaper price to a new buyer than to a repeat buyer. However, different e‐tailers can offer the same product at a different price. That is not considered price discrimination.Originality/valueBy identifying the social norms of pricing, sellers are provided with the information they need to avoid unwitting violations of those norms. Sellers can thus avoid angering their customers, as Amazon did when they allegedly charged new customers less than established customers.
How budget constraints impact consumers' response to discount presentation formats
Authors: Scheer Lisa K. , Shehryar Omar , Wood Charles M. 
Published: June 2010

PurposeThis research aims to study how buyers' budget constraints influence buyers' perceptions of discounts presented in a dollars‐off versus percentage‐off format. A comparison of perceptions of discount format under budget constraints is missing from the past literature. The current research aims to fill this gap.Design/methodology/approachThe research is based on two experiments. In the first experiment, a study by Kahneman and Tversky is replicated and extended by including budget constraints. In the second experiment participants are given either a high or a low budget and then asked to compare objectively equivalent discounts that are presented in either dollars‐off or percent‐off terms. Participants' willingness to buy is recorded and used to gauge the efficacy of the discount formats under budget constraints.FindingsThe research extends previous findings derived from the psychophysics of pricing. It demonstrates that, although it is believed that the attractiveness of an absolute discount is inversely proportional to the objective price, such evaluations are also influenced by the presence of budget information. Specifically, consumer budget interacts with discount formats such that the $‐off versus percent‐off discounts may not be appropriate for expensive or inexpensive products respectively, as shown in past research. Instead, the value of the discount in proportion to the available budget may play a significant role in deal evaluation. Therefore it is an important issue retailers should consider when deciding what discount presentation format to use.Originality/valueAlthough past research views price as a constraint, the findings indicate that price in itself may not be a constraint unless viewed within the context of a budget. Consumers implicitly make this comparison, but past research has not specifically tested for the effects of budgets and, instead, has relied on income as a proxy for a consumer's spending power. The results provide evidence that using income instead of budget may be an oversimplification.
Exploring efficiency's dominance: the wholeness of the process
Authors: Devlin Patrick J. 
Published: June 2010

PurposeThe purpose of this paper is to utilise Williams' writings on hegemony in order to examine why and how in the last 25 years efficiency has come to dominate the public sector and to explore the consequences of this development.Design/methodology/approachThe paper employs a literature‐based analysis and critique.FindingsWilliams' model is able to explain why and how the public sector has become preoccupied with a selective version of efficiency, the significant role played by accounting, and the cultural clashes encountered in the public sector.Research limitations/implicationsWilliams' model could be used in a variety of settings for a variety of purposes.Originality/valueWilliams' writings are new to the accounting literature. The paper is novel also in that it uses Williams' writings to explain efficiency's dominance.
Qualitative accounting research: an account of Glaser's grounded theory
Authors: von Alberti‐Alhtaybat Larissa , Al‐Htaybat Khaldoon 
Published: June 2010

PurposeThe purpose of this paper is to provide a personal, reflective account of applying grounded theory, in particular Glaser's approach, in accounting research. It seeks to reduce barriers to adopting the grounded theory approach.Design/methodology/approachThe approach taken is providing an overview of Glaser's grounded theory and discussing the authors' application of it, thus discussing their personal experiences.FindingsThe paper seeks to provide a greater insight into using the grounded theory approach, through illustrating the authors' personal experiences with its application. It seeks to highlight the merits and pitfalls, including any attempts to overcome these, as these are perceived from a subjective viewpoint.Research limitations/implicationsThe paper provides an individual account of how a grounded theory study was undertaken. The subjectivity of such undertaking has to be taken into consideration.Originality/valueThe application of the grounded theory approach is discussed retrospectively, in a bid to provide an insight to interpretive research projects in general and grounded theory in particular. It is still rarely used in accounting research, but has potential to contribute at all levels of accounting research. The paper provides an individual account of using this approach.
Challenges in researching consumer ethics: a methodological experiment
Authors: Hiller Alex J. 
Published: June 2010

PurposeConsumers' ethical shopping habits are of increasing interest, but there has been little discussion and development of the methods used to research them. The purpose of this paper is to reflect on the methodology employed for an empirical study of consumers' ethical concerns in buying clothes.Design/methodology/approachThe paper adopts an interpretivist epistemology and interactive approach with the data collection and analysis rooted in grounded theory. More specifically, the study takes an ethnographic approach in the form of existential‐phenomenological interviews coupled with accompanied shopping.FindingsThe paper reflects on the use of observational methods in researching the role of ethics in consumer clothing choices and finds that they are invaluable in dealing with the challenges of defining ethics, social desirability bias and the problems involved with consumers translating their stated beliefs or intentions into action.Research limitations/implicationsAs a pilot study, the research is only conducted with six respondents. Future research should seek to investigate ways to overcome the challenges outlined in this paper; particularly that of social desirability bias.Practical implicationsThere is a need for academics and marketing researchers to adopt innovative observational research methods to investigate ethical consumer behaviour.Originality/valueProvides a reflection on a unique, emergent approach to researching ethical consumer behaviour. The findings of the research will be of value to anyone researching consumer ethics or buyer behaviour in retail, grounded theorists or those interested in qualitative interactive research techniques.