bluuebunny/crossref_metadata_2025_split huggingface dataset:
The talent wars
Authors: Ferguson Rick , Brohaugh Bill 
Published: October 2009

PurposeThe purpose of this paper is to advise employers on how to recognize and reward their best employees in order to retain and motivate top talent during a recession.Design/methodology/approachThe paper explores, with commentary from leaders in the marketing industry, business‐to‐employee marketing (B2E) and employee incentive programs as a means to enhance employee loyalty and customer service.FindingsGood people retain career mobility even in tough times; simply having a job is not a sufficient employee motivator during tough times. Retaining your top performers pays out both in the short term, by helping to avoid Circuit City‐style meltdowns, and in the long term, by retaining their expertise, skills, contacts and relationships.Practical implicationsBy rewarding employees as businesses would consumers, marketers can enhance their employees' work experience and thus expand their bottom line.Originality/valueThe paper has exclusive interviews with representatives from some of the largest marketing firms in the industry today and provides tangible tips and tools to utilize in the real world.
To buy or not to buy? A social dilemma perspective on green buying
Authors: Gupta Shruti , Ogden Denise T. 
Published: October 2009

PurposeThe purpose of this paper is to draw on social dilemma theory and reference group theory to explain the attitude‐behavior inconsistency in environmental consumerism. This research seeks to better understand why, despite concern towards the environment (attitude), consumers fail to purchase environmentally friendly or green products (behavior).Design/methodology/approachA survey instrument was developed that used scales to measure eight independent and one dependent variable. In addition, socio‐demographic data were also collected about the study participants. To discriminate between green and non‐green buyers, classification with discriminant analysis was used.FindingsThe framework presented contributes to the environmental consumerism literature by framing the attitude‐behavior gap as a social dilemma and draws on reference group theory to identify individual factors to help understand the gap and suggest ways in which to bridge it. Results from the study reveal that several characteristics of the individual – trust, in‐group identity, expectation of others' cooperation and perceived efficacy – were significant in differentiating between “non‐green” and “green” buyers.Practical implicationsThe results of the study offer several managerial implications. First, marketers should reinforce the role trust plays in solidifying collective action. Second, because of the strong influence of reference groups in green buying, marketing communications managers should use spokespeople who are relatable. Third, the study showed that expectation of others' cooperation significantly identifies green buyers. Fourth, to address the perception of personal efficacy, it is important that green marketers emphasize the difference that individual action makes for the collective good.Originality/valueThe research draws on both social dilemma and reference group theories to investigate the determinants of and the mechanisms to explain the rationale behind the attitude‐behavior gap as it pertains to a specific environmental issue – energy conservation.
Do credit card redemption reward programs work in China? An empirical study
Authors: Tingchi Liu Matthew 
Published: October 2009

PurposeThe purpose of this paper is to investigate how a redemption reward program of credit card works in China. The study also seeks to assess Chinese credit card users' level of awareness about the reward‐point programs. Additionally, the factors affecting the redemption of reward points, one customer loyalty program used by many credit card issuers worldwide, are also identified.Design/methodology/approachA telephone survey and a followed regression analysis were conducted in five major cities in China with more than 400 samples.FindingsLack of awareness about the reward points programs and the redemption procedure was shown. Low customer awareness about point‐based reward programs and, not surprisingly, low redemption rates were also discovered. The important conditions positively affecting redemption of reward points were found to include awareness of the reward point program, a positive attitude about the incentives, and average frequency of credit card usage. Also, redemption rates were higher for cards that had been issued more recently. Moreover, redemption behaviors and credit card usage habits may be changed in time of financial crisis.Practical implicationsAwareness of reward points programs, redemption procedure, and benefits of redemption of reward points should be increased by better and more effective communication strategy, provided by credit card marketers, to customers or potential customers.Originality/valueThe lower‐middle class market segment in China is studied to provide background information regarding behavior towards credit card reward programs in the banking industry. Additional information is provided towards marketing managers who hold the responsibility of promoting their usage and rewards.
Stock ownership as a motivation of brand‐loyal and brand‐supportive behaviors
Authors: Aspara Jaakko 
Published: October 2009

PurposeThe purpose of this paper is to explicate the psychological motivations underlying this influence as well as to provide empirical evidence of it. Individuals' consumption psychology and investment psychology have been traditionally viewed as rather separate realms. However, researchers have recently begun to imply that an individual's stock ownership in a company may positively influence his/her brand loyalty towards the company.Design/methodology/approachA survey study of 293 individual stockowners of three companies is presented.FindingsThe analysis shows that, for a large proportion of individuals, becoming a stockowner of a company leads to positive, increased motivation to exhibit brand loyalty towards the company, in terms of his/her personal purchases of the company's products. Second, the analysis shows how stock ownership often leads to increased motivation to engage in other brand‐supporting behaviors, such as positive word‐of‐mouth.Research limitations/implicationsThe self‐reported data used on individuals' motivations somewhat restrict the results, which can be dealt with in further research.Practical implicationsThe findings imply opportunities for managers to benefit from the tendency of individual stockowners to engage in repeat purchasing of the company's products and word‐of‐mouth, so as to increase the sales of the company.Originality/valueThe paper explicates the individual psychology motivations underlying the influence of a consumer's stock ownership in a company on his/her brand loyalty towards the company – and provides empirical evidence of the motivations.
Ten tips to winning at consumer centricity: for retailers and manufacturers
Authors: Ross Brian 
Published: October 2009

PurposeThe purpose of this paper is to offer retailers and manufacturers tips on adopting a comprehensive consumer‐centric approach to business in order to maintain a competitive edge in the retail marketplace.Design/methodology/approachThe approach takes the form of exploring the benefits and challenges of adopting a consumer‐centric marketing approach by offering real‐world examples and statistics to retailers and manufacturers in order to aid them in implementing this approach across their own corporate environment.FindingsThree out of four retailers (75 per cent) identify a consumer‐centric approach as one of the top three most important factors in business success. Despite the challenges of implementing and optimizing a consumer‐centric strategy, such as budget constraints and poor access to data, retailers and manufacturers see consumer centricity as a vital lifeline and a profitable alternative to a strategy based solely on price.Practical implicationsIn order to truly influence consumers' brand selections, retailers and manufacturers must understand their consumers and behavior leading up to a purchase. A consumer‐centric strategy can provide a monumental advantage in influencing shoppers and engendering high value consumers.Originality/valueThe paper presents tangible tips and tools to utilize in the real world, along with statistics from 55 retailers and 65 consumer product companies.
Libraries and immersive learning environments unite in Second Life
Authors: Hill Valerie , Lee Hyuk‐Jin 
Published: October 2009

PurposeThe purpose of this paper is to explore the current impact of virtual worlds on librarianship and identify significant gains in a new mode of information delivery and immersive learning.Design/methodology/approachThrough exploratory research and observation, the prospective study addresses a very new trend in information delivery and technology within library services.FindingsProvides evidence of global collaboration among information scientists, significant contributions to library collections, and potential for educational opportunities through immersive learning environments.Research limitations/implicationsA small number of librarians are participating in virtual world librarianship in relation to the profession, due to the mode being a very new one. Future research should include studying the needs of library patrons and information seeking behaviors in virtual worlds along with accessibility, security and sustainability.Practical implicationsThe study implies many educational opportunities and potential for information organization, information delivery, multimedia, and immersive learning on a global scale.Originality/valueThis study presents significant evidence that virtual worlds have provided a new medium of information delivery and educational opportunities that librarians are currently embracing and sharing with other fields, including medicine, art, science, and education.
Evolution of electronic resources support: is virtual reference the answer?
Authors: Resnick Taryn , Clark Dennis T. 
Published: October 2009

PurposeThe purpose of this paper is to describe the further evolution of electronic resources access support at Texas A&M University Libraries with recommendations for incorporating ER support into a virtual reference (VR) service. In a previous article, the implementation of a two‐tiered electronic resources (ER) HelpDesk service was discussed. While an improvement, that service existed in parallel with the library's VR service, requiring separate staff and expertise. After considerable discussion and exploration, it became apparent that the needs of ER support could be met, with some modification, within the VR service.Design/methodology/approachA project at the Texas A&M University Libraries sought to utilize an existing VR service, staffed by reference librarians and staff, to expand and improve handling and resolving ER access problems.FindingsVR software is effective for managing an electronic access problem reporting system. Integrating ER support into VR more broadly and equitably distributes responsibility for access and supports improved service for patrons and increased transparency and functionality for staff who respond to electronic resources access problems.Practical implicationsVirtual reference and electronic resources staff can merge similar responsibilities for better service to patrons.Originality/valueThis article offers experience‐based guidance on utilizing VR technology and staff to effectively address and resolve electronic resource access problems. Our research suggests that there has not been another report of the use of integrating electronic resource problem reporting into virtual reference services.
A simple data grid using the Inferno operating system
Authors: Hancock Brian 
Published: October 2009

PurposeThe purpose of this paper is to demonstrate the efficacy of using the Inferno operating system to set up a simple data grid.Design/methodology/approachThe paper demonstrates the set up and concepts of a simple data grid using the Inferno operating system.FindingsThe research finds that a secure but simple data grid can be set up to access documents wherever they may be.Practical implicationsThe data grid makes it very simple to move files from machines as if the user was using one virtual machine.Originality/valueThere is no need to use complex systems to set up a data grid, it can be done easily without much overhead.
Farsi lexical analysis and stop word list
Authors: Davarpanah M.R. , Sanji M. , Aramideh M. 
Published: October 2009

PurposeThe purpose of this article is to present an aggregated methodology for construction of the stop word list in Farsi language and generate a generic Farsi stop word list.Design/methodology/approachThe stop word list is extracted based on: syntactic classes, domain dependent, corpus statistic and expert judgments. Some of the main challenges that arise in the Farsi automatic text processing are outlined as well.FindingsResults from the techniques are aggregated and a general Farsi stop word list containing 927 words is generated.Practical implicationsThe created stop word list can affect the efficiency and effectiveness of retrieval and indexing process in Farsi information retrieval system, moreover, it can play an important role during Farsi text segmentation.Originality/valueOur stop word extraction algorithm is a promising technique; it could be applied into other languages that they have ambiguities in automatic text segmentation.
Role identity and attributions of high‐performing salespeople
Authors: Steward Michelle D. , Hutt Michael D. , Walker Beth A. , Kumar Ajith 
Published: October 2009

PurposeThis paper aims to propose and test an exploratory model, illustrating performance differences based on underlying role identities and attributions of salespeople in business markets.Design/methodology/approachThe sample consists of 60 salespeople from a Fortune 100 high technology firm responsible for managing multi‐million dollar customer projects. Interviews with both salespeople and their sales managers provided the data to examine the relationships among role identities, attributions, and performance.FindingsThe model suggests that higher‐performing salespeople have role identities as sales consultants, whereas lower performers tend to have role identities as technical specialists. Further, those salespeople with sales consultant role identities were more likely to attribute success to relational factors, whereas salespeople with technical specialist role identities were more likely to attribute success to technical factors. There were no significant relationships among role identities and attribution type in unsuccessful customer engagements.Research limitations/implicationsWhile multiple sources of data were obtained from both salespeople and sales managers, all the respondents were from one large multinational organization.Practical implicationsThe link between role identity and attributions provides opportunities for situation‐based sales training programs, and sheds new light on performance differences among salespeople.Originality/valueThe paper isolates role identity as a potential driver of salesperson performance.
Multiplicity of norms in inter‐company cooperation
Authors: Tuusjärvi Eiren , Möller Kristian 
Published: October 2009

PurposeThis paper aims to examine the multiplicity of norms in inter‐company cooperation in the context of an SME export group. It will show that the strategic interests of the parties call for more diversity in norms than that identified in existing studies on relational exchange.Design/methodology/approachThis is a qualitative longitudinal case study of a group of five firms. The theory of relational exchange served as the basis for analysis, interpretation, and context of the research findings.FindingsThis study shows that both relational and discrete norms are necessary for cooperative groups. Furthermore, the paper argues that companies in cooperation have a shared need to retain a certain degree of independence and to develop normative expectations for autonomy while cooperating. Consequently, it suggests a new category of norms: “norms of moderated autonomy”.Research limitations/implicationsThe findings are based on limited case material. Thus, future study is required to examine the validity of the suggestions and their applicability in the context of larger companies.Practical implicationsThe study suggests that the parties need to be explicit with their interests that form the basis for the emergence of cooperative norms, and to acknowledge the contingent and conflicting nature of these different normative expectations.Originality/valueThe research focuses on the overlooked topic of the independence and maintenance of autonomy in business cooperation. By proposing a new category of norms of moderated autonomy, the study expands the seminal theory of relational contract.
Cross‐cultural marketing strategies for delivering knowledge‐based services in a borderless world: the case of management education
Authors: Javalgi Rajshekhar (Raj) G. , Benoy Joseph W. , LaRosa Richard J. 
Published: October 2009

PurposeKnowledge‐based services range from accounting, engineering, and management consulting to educational services. This paper seeks to explore the nature of management education services and to discuss how business schools can employ cross‐cultural product‐market strategies to enter and serve foreign markets with programs that match the needs of the targeted markets.Design/methodology/approachA framework is presented for delivering management education services across borders. Hofstede's cultural dimensions are integrated in recognizing the cultural characteristics of a target country and differing learning styles of students in making market entry decisions and the pedagogical styles that might apply to specific target markets.FindingsIn seeking new globally diverse markets, providers of knowledge‐intensive services such as management education must craft marketing strategies that recognize consumer demand and consumption characteristics as well as service design and delivery options that fit market needs.Research limitations/implicationsGlobal expansion of management education services and the strategic and tactical considerations that are introduced in the framework can provide a fertile field for empirical research.Practical implicationsThe paper develops cross‐cultural “product‐market” strategies that business schools can consider in serving international markets, with product defined as the curriculum, instructional style, and all of the ancillary services that constitute the educational service experience. Generalizability of the findings to other knowledge‐based services is also discussed.Originality/valueThe conceptual framework recognizes a dominant theme in international business, suggesting that internationalization potential depends on service industry characteristics and on specific host country internationalization drivers.
Betrayal? Relationship quality implications in service recovery
Authors: Bugg Holloway Betsy , Wang Sijun , Beatty Sharon E. 
Published: October 2009

PurposeThe purpose of this paper is to examine whether high quality relationships buffer or magnify the negative impact of a failed service recovery on subsequent consumer attitudes and behaviors.Design/methodology/approachA total of 264 online shoppers were surveyed using a structured questionnaire. Respondents were asked to imagine themselves in a hypothetical failed service recovery scenario involving a multi‐channel retailer with whom they shop.FindingsResults from a MANCOVA analysis and SEM modeling indicate that, following a failed service recovery incident, high quality relationships present a challenge for the service provider. In accordance with the hypotheses, consumers with a high level of relationship quality will decrease their repurchase intentions to a greater extent; more strongly and negatively adjust their overall relationship quality; and react to the service recovery effort less favorably than those with lower levels of relationship quality.Research limitations/implicationsThe findings suggest that high quality relationships may “raise the bar” of service recovery management, rather than “buffering” firms from service failure.Practical implicationsService providers should consider the potential implications of customer relationship quality in their service recovery management efforts.Originality/valueThe study provides empirical evidence of the “double‐edge” issue of relationship quality in service recovery management, illustrating the need to incorporate this variable in future service failure/recovery research.
A multi‐level analysis of customer contact teams
Authors: Wech Barbara A. , Norman Kennedy Karen , Deeter‐Schmelz Dawn R. 
Published: October 2009

PurposeAs organizations increasingly rely on teams to provide high levels of customer service, one's understanding and research methods related to teams must expand so that multiple hierarchical levels of an organization are analyzed effectively. This study aims to propose and test a model examining multi‐level team relationships.Design/methodology/approachSurvey data from customer contact teams in a banking setting were analyzed using hierarchical linear modeling (HLM), a method appropriate for investigating individual and group level variables within an organization.FindingsResults indicate that team‐member exchange, a group‐level variable, is positively associated with employee performance and organizational citizenship behavior (OCB), and explained variance in outcomes above and beyond that explained by the individual‐level relationship between the supervisor and subordinate.Research limitations/implicationsAnalyzing both individual‐ and group‐level variables through HLM explicates team processes and outcomes. While this study examines the banking environment, certainly, teams are an area fertile for additional study in a variety of industries.Practical implicationsThe results provide support for the importance of team development and training as organizations increasingly use teams to provide critical customer service. Attention to the employee‐manager relationship and team member interactions will improve performance.Originality/valueThe paper extends understanding of important team member outcomes in an environment that increasingly relies upon teamwork to serve customers. It examines team‐member exchange and its effects on employee performance and OCB in the context of customer contact teams. Additionally, investigates leader‐member exchange in the context of team‐member exchange, a relationship that provides a more robust understanding of team processes.
Good negotiations: strategies for negotiating vendor contracts
Authors: de Jong Mark 
Published: October 2009

PurposeLike most negotiators, librarians often have the best interests of their institution and constituents in mind when haggling with vendors. Although noble, this mindset frequently leads to acrimony, distrust between parties and an unsatisfactory contract or weak relationship. This paper aims to provide exemplars of non‐intuitive negotiating strategies that may strengthen bargaining power and relieve adversarial interactions.Design/methodology/approachThe paper elaborates on a six‐month contract negotiation with a courier service meant to reduce library‐shipping costs. Three basic strategies were used, and they are presented as exceptional methods for enhancing the bargaining environment.FindingsMitigating expenditures wherever possible, but especially within a weakened economy, is often a priority for libraries. By using elementary and good faith bargaining methods when negotiating with vendors, librarians may not only meet their goals but surpass them.Originality/valueThe paper provides readers with three basic negotiating strategies within the framework of an actual contract negotiation. These strategies are discussed as best practices applicable to any contractual bargaining environment.