bluuebunny/crossref_metadata_2025_split huggingface dataset:
Motives of dysfunctional customer behavior: an empirical study
Authors: Daunt Kate L. , Harris Lloyd C. 
Published: June 2012

PurposeThis paper aims to examine the associations between individual factors (personality and demographic variables) and contextual factors (servicescape and situation‐specific variables), and the motives that drive episodes of dysfunctional customer behavior.Design/methodology/approachSelf‐report data were collected from a survey of bar, hotel, and restaurant customers (n=380). Confirmatory factor analysis and hierarchical cluster analysis were utilized to analyze the data.FindingsAnalysis of the data revealed three clusters of motives labelled: financial egotists, money grabbers, and ego revengers. Statistically significant differences were revealed across the personality, servicescape, and situation specific variables for each motive. However, no differences were found concerning demographic variables.Research limitations/implicationsThis research emphasizes the primacy of three customer behavior motivations. Future research might investigate the motives for dysfunctional customer behavior across different organizational contexts and the dynamics between such motivations.Practical implicationsThe findings of the study indicate that service managers can proactively control and manipulate servicescape and situation‐specific variables that relate to customer misbehavior motives.Originality/valueNo existing scholarly research has developed a data‐grounded understanding of the motivations of dysfunctional customer behaviors. Moreover, to date, no study has explored the associations between customer's motives to misbehave and personality, situation specific, servicescape, and demographic variables.
Connecting the voices of users, caregivers and providers on service quality
Authors: Firbank Oscar E. 
Published: June 2012

PurposeThis article aims to discuss the relevancy of different instruments used to gather information on homecare service quality from multiple stakeholders and the challenges encountered when trying to blend their views for prioritizing areas needing improvement.Design/methodology/approachThe study centers on four homecare agencies: one public, one private for‐profit and two not‐for‐profit services, implementing continuous quality improvement (CQI) programs. Various instruments were tested with random and convenience elderly service user, family caregiver and front‐line worker samples. Instrument evaluation included operational effectiveness and agency manageability.FindingsA qualitative approach, centered on small stakeholder samples, is fairly effective at assessing service quality, yet demands a strong commitment from agencies in personnel time and resources, as well as the necessary skills. Small‐size, private homecare providers seem less‐well equipped to handle comprehensive assessments without external support. More importantly, assessments have to be done strategically, such that timing and work needed does not undermine program viability.Practical implicationsThe approach and instruments tested have practical implications for decision makers and homecare organization managers interested in CQI.Originality/valueThe article systematically evaluates quality assessment and priority‐setting instruments applied to various stakeholders and homecare settings.
Long‐term care physical environments – effect on medication errors
Authors: Mahmood Atiya , Chaudhury Habib , Gaumont Alana , Rust Tiana 
Published: June 2012

PurposeFew studies examine physical environmental factors and their effects on staff health, effectiveness, work errors and job satisfaction. To address this gap, this study aims to examine environmental features and their role in medication and nursing errors in long‐term care facilities.Design/methodology/approachA mixed methodological strategy was used. Data were collected via focus groups, observing medication preparation and administration, and a nursing staff survey in four facilities.FindingsThe paper reveals that, during the medication preparation phase, physical design, such as medication room layout, is a major source of potential errors. During medication administration, social environment is more likely to contribute to errors. Interruptions, noise and staff shortages were particular problems.Research limitations/implicationsThe survey's relatively small sample size needs to be considered when interpreting the findings. Also, actual error data could not be included as existing records were incomplete.Practical implicationsThe study offers several relatively low‐cost recommendations to help staff reduce medication errors. Physical environmental factors are important when addressing measures to reduce errors.Originality/valueThe findings of this study underscore the fact that the physical environment's influence on the possibility of medication errors is often neglected. This study contributes to the scarce empirical literature examining the relationship between physical design and patient safety.
Improving medical personnel selection and appointment processes
Authors: Bassett Mark L. , Ramsey Wayne P. , Chan Christopher C.A. 
Published: June 2012

PurposeThis paper seeks to argue that processes for selecting and appointing medically qualified personnel in some healthcare organizations may be limited, especially those that emphasize qualifications rather than expanding the criteria to include practice scope, person‐organization fit and capability to function within a healthcare team.Design/methodology/approachThe paper is based on the authors' experiences and a literature review.FindingsSelection based purely on academic merit, advanced clinical training, skills and professional achievements may not address other essential selection criteria. Medical personnel need to possess competencies such as ability to give high quality care and work constructively in a clinical team; communication skills; willingness to actively participate in quality and safety programs; teaching ability; management and leadership skills; and support institutional values and corporate aims. These attributes are often over‐looked and cannot be assumed from academic merit and achievements.Research limitations/implicationsThe study's conclusions are based on the authors' experiences and literature review. Future studies may wish to examine selection technique efficacy and outcomes empirically.Practical implicationsBetter medical personnel selection and appointment processes are likely to reduce unnecessary costs associated with poorly‐made appointments, improve patient outcomes and may have a formative role encouraging medical personnel to take a broader view of their healthcare organization roles.Originality/valueThe authors challenge selection panel members to consider non‐traditional with normal selection criteria for medical appointments. Nine recommendations for enhancing selection processes are provided.
Using complaints to enhance quality improvement: developing an analytical tool
Authors: Yahui Hsieh Sophie 
Published: June 2012

PurposeThis study aims to construct an instrument for identifying certain attributes or capabilities that might enable healthcare staff to use complaints to improve service quality.Design/methodology/approachPubMed and ProQuest were searched, which in turn expanded access to other literature. Three paramount dimensions emerged for healthcare quality management systems: managerial, operational, and technical (MOT).FindingsThe paper reveals that the managerial dimension relates to quality improvement program infrastructure. It contains strategy, structure, leadership, people and culture. The operational dimension relates to implementation processes: organizational changes and barriers when using complaints to enhance quality. The technical dimension emphasizes the skills, techniques or information systems required to achieve successfully continuous quality improvement.Research limitations/implicationsThe MOT model was developed by drawing from the relevant literature. However, individuals have different training, interests and experiences and, therefore, there will be variance between researchers when generating the MOT model.Practical implicationsThe MOT components can be the guidelines for examining whether patient complaints are used to improve service quality. However, the model needs testing and validating by conducting further research before becoming a theory.Originality/valueEmpirical studies on patient complaints did not identify any analytical tool that could be used to explore how complaints can drive quality improvement. This study developed an instrument for identifying certain attributes or capabilities that might enable healthcare professionals to use complaints and improve service quality.
Study of the wave‐breaking's qualitative behavior of the Fornberg‐Whitham equation via quasi‐numeric approaches
Authors: Dehghan Mehdi , Manafian Heris Jalil 
Published: June 2012

PurposeThis paper aims to show that the variational iteration method (VIM) and the homotopy perturbation method (HPM) are powerful and suitable methods to solve the Fornberg‐Whitham equation.Design/methodology/approachUsing HPM the explicit exact solution is calculated in the form of a quickly convergent series with easily computable components. Also, by using VIM the analytical results of this equation have been obtained in terms of convergent series with easily computable components.FindingsNumerical solutions obtained by these methods are compared with the exact solutions, revealing that the obtained solutions are of high accuracy.Originality/valueAlso the results show that the introduced methods are efficient tools for solving the nonlinear partial differential equations.
Prediction of a temperature‐dependent electroosmotically driven microchannel flow with the Joule heating effect
Authors: Sheu Tony W.H. , Kuo S.H. , Lin R.K. 
Published: June 2012

PurposeA convection‐diffusion‐reaction scheme is proposed in this study to simulate the high gradient electroosmotic flow behavior in microchannels. The equations governing the total electric field include the Laplace equation for the effective electrical potential and the Poisson‐Boltzmann equation for the electrical potential in the electric double layer.Design/methodology/approachMixed electroosmotic/pressure‐driven flow in a straight microchannel is studied with the emphasis on the Joule heat in the equations of motion. The nonlinear behaviors resulting from the hydrodynamic, thermal and electrical three‐field coupling and the temperature‐dependent fluid viscosity, thermal conductivity, electrical permittivity, and conductivity of the investigated buffer solution are analyzed.FindingsThe solutions computed from the employed flux discretization scheme for the hydrodynamic, thermal and electric field equations have been verified to have good agreement with the analytical solution. Parametric studies have been carried out by varying the electrical conductivity at the fixed zeta potential and varying the zeta potential at the fixed electrical conductivity.Originality/valueInvestigation is also addressed on the predicted velocity boundary layer and the electric double layer near the negatively charged channel wall.
Numerical solution of 2d seepage flow problem using discrete singular convolution method
Authors: Alyavuz Bahadir 
Published: June 2012

PurposeThe purpose of this paper is to describe the implementation of discrete singular convolution (DSC) method to steady seepage flow while presenting one of the possible uses of DSC method in geotechnical engineering. It also aims to present the implementation of DSC to the problems with mixed boundary conditions.Design/methodology/approachSecond order spatial derivatives of potential and stream functions in Laplace's equation are discretized using the DSC method in which the regularized Shannon's delta kernel is used as an approximation to delta distribution. After implementation of boundary conditions, the system of equations is solved for the unknown terms.FindingsThe results are compared with those obtained from the finite element method and the finite difference method.Originality/valueThe method is applied to the flow problem through porous medium for the first time.
Nonlinear dynamics of flow in piping trees using projection methods
Authors: Mayes Jason , Voikov Vladimir , Sen Mihir 
Published: June 2012

PurposeSimple methods for the steady‐state analysis of a flow network are readily available, but the dynamic behavior of a large‐scale flow network is difficult to study due to the complex differential‐algebraic equation system resulting from its modeling. It is the aim of this paper to present two simple methods for the dynamic analysis of large‐scale flow networks and to demonstrate their use by examining the dynamics of a self‐similar branching tree network.Design/methodology/approachTwo numerical projection methods are proposed for one‐dimensional dynamic analysis of large piping networks. Both are extensions of that suggested by Chorin for the nonlinear differential‐algebraic system resulting from the Navier‐Stokes equations. Each numerical algorithm is discussed and verified for turbulent flow in a nonlinear, self‐similar, branching tree network with constant friction factor for which an exact solution is available.FindingsThe dynamics of this network are calculated for more realistic friction factors and described as system parameters are varied. Self‐excited oscillations due to laminar‐turbulent transition are found for some parameter values and dynamic component behavior is observed in the network which is not observable in components apart from it.Practical implicationsIt is shown that the dynamics of a flow network can exhibit unexpected behavior, reinforcing the need for simple methods to perform dynamic analysis.Originality/valueThis paper presents two numerical projection schemes for dynamic analysis of large‐scale flow networks to aid in their study and design.
Natural convection flow under magnetic field in a square cavity for uniformly (or) linearly heated adjacent walls
Authors: Sathiyamoorthy M. , Chamkha Ali J. 
Published: June 2012

PurposeThe purpose of this paper is to study the effect of magnetic field on natural convection in an enclosure with uniformly or linearly heated adjacent walls and especially its effect on the local and average Nusselt numbers.Design/methodology/approachThe problem is formulated and solved using the finite element method. Accuracy of the method is validated by comparisons with previously published work.FindingsIt was found that the presence of a magnetic filed causes significant effects on the local and average Nusselt numbers on all considered walls.Originality/valueAlthough the problem is not very original it is important in that many applications have heating on adjacent walls.
Action‐centered team leadership influences more than performance
Authors: Braun Frank C. , Avital Michel , Martz Ben 
Published: June 2012

PurposeBuilding on a social‐technical approach to project management, the authors aim to examine the effect of action‐centered leadership attributes on team member's learning, knowledge collaboration and job satisfaction during IT‐related projects.Design/methodology/approachStructural equation modeling was utilized to assess the work environment of team members as well as the leadership practices of their respective project team leaders. Data were collected with a survey questionnaire from 327 team members in a variety of organizations in 15 industry sectors including financial services, software, manufacturing, retail, government and universities.FindingsThe identified action‐centered project leadership practices (effective task management, team efficacy cultivation, and individual autonomy support) create a project team environment that fosters individual learning and knowledge collaboration along with individual performance and job satisfaction, and ultimately project success.Research limitations/implicationsThe action‐centered leadership practices construct, developed in this study, can be a good surrogate measure of what is required to be an effective leader in an IT project team environment. The main limitations of the research are those inherent in the survey method (self‐reported; subjective data).Practical implicationsIn a project team environment, it is essential that all team members collaborate effectively to increase the likelihood of project success. The implication for managers from these findings is that concentrating more on the identified action‐centered leadership practices can positively influence the team environment.Originality/valueAlthough previous studies have described attributes that influence team performance, a clearer understanding of what team leadership practices enable a project manager to be effective warrants further investigation. A second order construct merges these team leadership practice attributes and validates its use.
A behavioral framework for highly effective technical executives
Authors: Morris Linda E. , Williams Christine R. 
Published: June 2012

PurposeThis paper aims to provide a deeper understanding of behaviors effective technical managers and executives use to lead complex projects, programs and organizations.Design/methodology/approachDescribed is a qualitative study to identify and document behaviors and attributes of effective technical executives at NASA. Methods included observation, shadowing and interviews with 14 NASA executives, who possessed a technical background and a systems orientation, and whom agency leadership identified as highly effective in their roles. Included also is a review of related theoretical and empirical scholarship on leadership and managerial effectiveness, focusing on research describing leaders' behaviors and competencies and approaches to deal with project and organizational complexity.FindingsThe study surfaced 225 observable behaviors clustered into 54 elements, within six broad themes: leadership, attitudes and attributes (including executive presence), communication, problem solving and systems thinking, political savvy and strategic thinking.Research limitations/implicationsLimitations include the small number of executives interviewed for 60‐90 minutes and observed for a brief period. Future studies might include more executives, from a variety of organizations, and/or employ a quantitative approach based on or incorporating these findings.Practical implicationsThe study's rich data will serve as a framework to help develop technical executives where complexity and technology drive the need for systems‐oriented leaders with technical backgrounds.Originality/valueThe study and literature review provide a context for a deeper understanding of technical leaders' behaviors and use of systems thinking within complex situations.
Leadership in projects: what we know from the literature and new insights
Authors: Clarke Nicholas 
Published: June 2012

PurposeThis editorial aims to introduce the special issue on leadership in projects and to highlight salient points from the background literature in this in order to place the articles contained in this special issue in context.Design/methodology/approachA summary of key findings from the literature relating to leadership in projects is provided highlighting limitations with previous research and challenges for research in this area.FindingsMuch of the literature relating to leadership in projects has adopted primarily a style perspective of leadership and the results from a number of studies show a number of inconsistencies. Generally many of the findings are additive and an overall theory of leadership in projects has yet to emerge. Findings from the review of previous studies suggest the need to examine far more mediator and moderator variables in future research using a style perspective given the variable contexts affecting project and leadership effectiveness. In addition, alternative perspectives on the nature of leadership may better accommodate the increasing environments of complexity in which projects find themselves. The contributions of each of the four papers in relation to this agenda are highlighted.Originality/valueTo date there have been few attempts to offer a synthesis of findings from empirical studies that have explored leadership in projects. In addition to offering a context in which to place the contribution of each of the articles that follow in this special issue, the editorial provides a summary of major findings from previous research to help inform current theorising and debates in this field.
The impact of no fault found on through‐life engineering services
Authors: Hockley Chris , Phillips Paul 
Published: June 2012

PurposeThe purpose of this paper is to provide a platform for discussion on the problem of no fault found (NFF) events which continues to plague maintenance operations of complex engineering systems.Design/methodology/approachThe research has been collated from many sources: academic literature, industrial discussions and the authors’ experiences. The study defines the NFF problem, its causes, impacts and costs as well as an evaluation of the available scientific research.FindingsThe paper identifies a continuing serious problem with NFF; it is not just a technical problem but also encompasses organisations, culture and behaviours. Focusing only on one of these at a time is no longer enough to solve the NFF problem in modern maintenance operations and solutions will require each category to be addressed as an integrated problem.Originality/valueThe overall value is a detailed picture of the NFF field seen from both an industrial and academic viewpoint. The originality of the paper is that it articulates and organizes the existing knowledge concerning the NFF phenomena, the value of which is to identify gaps in existing research and knowledge.
Shutdown preparedness in oil and gas production
Authors: Utne Ingrid , Thuestad Lars , Finbak Kaare , Anders Thorstensen Tom 
Published: June 2012

PurposeThe purpose of this paper is to present an approach for measuring the ability of oil and gas production plants to utilize shutdowns opportunistically for maintenance.Design/methodology/approachKey performance indicators have been developed from case studies with two offshore oil and gas installations on the Norwegian Continental Shelf. The key performance indicators measure the quality of the work preparations and the ability to utilize shutdowns opportunistically. Shutdowns may provide opportunities for execution of maintenance, but it is hardly possible to undertake any maintenance work requiring shutdown if the organization is not well prepared and the work is not well planned.FindingsThe results from testing of the indicators on two oil and gas installations shows that several of the indicators are relevant for determining the quality of preparations, whereas more effort needs to be put into gathering data applicable for monitoring the actual utilization of the shutdowns.Research limitations/implicationsProduction losses, due to turnarounds and unforeseen shutdowns in oil and gas operations, are significant, and the improvement potential is large. The indicators may assist maintenance managers in planning and improving the plant's utilization of shutdowns and may contribute to substantial cost savings.Originality/valueThe approach in the paper adds important knowledge on how to actually measure the quality of maintenance work planning and execution.