bluuebunny/crossref_metadata_2025_split huggingface dataset:
The effect of on‐the‐spot versus delayed compensation: the moderating role of failure severity
Authors: Kim Namin , Ulgado Francis M. 
Published: May 2012

PurposeThe present study compares two types of compensation – i.e. on‐the‐spot and delayed – and tries to reveal how and when firms can utilize delayed compensation effectively. For this, failure severity is considered how these two types of compensation affect satisfaction and repurchase intentions.Design/methodology/approachA scenario‐based experiment in the hotel and restaurant industries was used with a sample of 292 students.FindingsThe results show that failure severity acts as a moderating variable in a recovery process of compensation‐satisfaction‐repurchase intention. The more severe consumers perceive the failure is, the more they depend on satisfaction to decide repurchase intentions. The two types of compensation are also moderated by failure severity on their effects on satisfaction and repurchase intentions. On‐the‐spot compensation leads to more satisfaction and repatronage intentions when failures are severe, but the results are not as straightforward when failures are insignificant. Under such a condition, while delayed compensation does not engender customer satisfaction with recovery as much as on‐the‐spot compensation, repatronage intentions for both types of compensation were similar in the hotel industry and even higher in restaurant services.Research limitations/implicationsIndustry differences such as ease of visit, frequency of visit, competition factors, and primary value (e.g. hedonic versus utilitarian) are expected to influence the effects of on‐the‐spot versus delayed compensation.Practical implicationsThe study provides practitioners with the implication that the timing of compensation should be approached strategically according to the severity of failure and recovery outcomes they expect to achieve.Originality/valueThe present study tries to focus on compensation, one of the most commonly used recovery strategies, and tries to find the effects of different timings of it.
Predicting negative consumer reactions to services offshoring
Authors: Thelen Shawn T. , Shapiro Terri 
Published: May 2012

PurposeThe purpose of this paper is to examine behavioral changes by consumers (i.e. changing time of day they contact a firm, requesting a domestic service provider, and ceasing doing business with the firm) when faced with being provided a service from abroad.Design/methodology/approachData were collected from a pre‐recruited internet panel of 394 American consumers. Hierarchical regression analysis, including demographic and psychographic variables, was employed to determine which variables were instrumental in predicting behavioral changes among consumers when being provided a service from abroad.FindingsThe results suggest that American consumers are wary of services offshoring and that psychographic variables (boycott issue importance and negative word of mouth) are more instrumental than demographic variables in predicting behavioral changes by consumers.Research limitations/implicationsFuture research should examine consumer attitudes about services offshoring from populations in countries other than the US, and in relation to different types of services and the importance of those services to consumers.Practical implicationsImplications for firms include assessing their customer's perceptions of offshoring, proactively communicating with customers about offshoring practices, and providing customers with some control over their service interactions.Originality/valuePrevious researchers have highlighted the benefits of services offshoring to firms but also hypothesized that consumers may react negatively when provided services from abroad. In this research, it is found that consumers will change the way they interact with a firm when faced with being provided a service from abroad.
Servicescape interior design and consumers' personality impressions
Authors: Orth Ulrich R. , Heinrich Frauke , Malkewitz Keven 
Published: May 2012

PurposeThe personality impressions evoked by service environments play a key role in attracting and retaining customers. This paper explores the interior design of service and retail environments, and links the designer perspective with the consumer perspective to assist managers in creating and managing interiors for achieving desired responses.Design/methodology/approachThe authors propose and test a conceptual model that relates types of interior design to consumer impressions of that environment's personality. Two studies establish holistic types of interiors based on design elements and factors with a sample of professionals, and then link those types to generic impressions evoked with consumers.FindingsStore personality relates systematically to five holistic types of interiors. Minimal‐shell interiors score high on unpleasantness, complex‐shell designs score high on enthusiasm, genuineness, and solidity, moderate‐shell interiors generate below‐average impressions of sophistication, genuineness, and solidity, low‐content interiors score high on enthusiasm and sophistication, and high‐content designs score low on enthusiasm, and high on unpleasantness.Research limitations/implicationsThis research is limited to wine tasting rooms as an example category. Implications for interior design in general can be drawn from the holistic types of interiors identified and from basic relations to generic dimensions of consumer responses.Practical implicationsThe findings reported in this research assist managers in more confidently using interior design for positioning and differentiating servicescapes.Originality/valueIntegrating the designer perspective with the customer perspective is a unique approach yielding taxonomy for servicescape interiors, and a holistic perspective on their links with personality impressions.
Intra‐organisational collaboration in one UK university: potential for change or missed opportunity
Authors: Diamond John , Rush Linda 
Published: May 2012

PurposeThe paper aims to examine the promotion of intra‐organisational collaboration within a university setting.Design/methodology/approachAn ethnographic approach influenced by a phenomenographic framework of analysis was used.FindingsContent analysis of qualitative data resulted in 11 overlapping themes being identified in respect of collaboration. Final analysis led to the identification of four hierarchically inclusive degrees of collaboration.Research limitations/implicationsThe research, whilst based within one UK university, raises important conceptual as well as practical questions.Practical implicationsThe implications of this paper have relevance for the ways in which universities and other agencies promote intra‐ as well as inter‐departmental (or agency) working.Originality/valueBy using the framework developed it is possible to see parallels across different professional and agency settings.
Swimming against the current
Authors: McCracken Martin , Brown Travor C. , O'Kane Paula 
Published: May 2012

PurposeThis paper aims to examine the personal and organisational factors that affected public sector managers' participation in leadership training programmes and their ability to transfer learning to their workplace.Design/methodology/approachIn‐depth interviews were conducted with five Canadian and five Northern Irish managers who participated in one‐day leadership training programmes.FindingsThe uncertain environment throughout the public sector was the greatest inhibitor to training participation and transfer. However, other training characteristics and training design features were also noted (e.g. motivation, trainer influence).Practical implicationsPublic sector organisations must take concrete steps to address current environmental challenges to fully benefit from leadership training programmes. The paper highlights pre‐, during, and post‐training strategies that can be implemented.Originality/valueThe findings illustrate that leaders in both public sector jurisdictions face similar issues and these have been exacerbated by the current turbulent climate. The authors suggest that to maximise return on training investment the public sector must create an environment supportive of training participation and transfer and suggest recommendations to help organisations in the future. These findings were facilitated by the use of qualitative training evaluation methods, not traditionally used in training transfer research.
An exploration of leadership experiences among white women and women of color
Authors: Key Susan , Popkin Samuel , Munchus George , Wech Barbara , Hill Vanessa , Tanner John 
Published: May 2012

PurposeThe specific aims for this paper are to deal with the conflicting research findings associated with the factors that influence the success of female leaders while using race (African American) as the core variable in this paper.Design/methodology/approachA literature review was done. An empirical survey was designed and pre‐tested for face validity, relevance, clarity of items, and ease of administration and response. Two versions of the survey were pilot tested with two focus groups.FindingsThe analysis centered on racial differences between Caucasian and African American female leaders. Chi‐square test was used for the primary original data, and t‐test for the mean subgroup scores obtained in Likert‐type items. The primary finding is that while Caucasian women and African American women face similar gender obstacles, the factors that determine their paths to success differ significantly.Research limitations/implicationsThe present study provides an excellent starting point to infuse race into the gender equation model regarding female leaders in organizational enterprises. As the world of work becomes more gender and racially diverse, the implications are very important given the status of female leadership in a civil society.Originality/valueThe newness and novelty of this paper is the comparison between Caucasian and African American women leaders in the southern part of the USA. The value of this paper is the focus on the demographics of change given the history of gender and racial hostility in organizational life for this segment of the population.
Twenty years of IJLM: evolution in research
Authors: Liao‐Troth Sara , Thomas Stephanie , Fawcett Stanley E. 
Published: May 2012

PurposeThe purpose of this paper is to evaluate research trends observed in the International Journal of Logistics Management (IJLM) during its first 20 years of publication.Design/methodology/approachA content analysis was conducted of the IJLM's first 20 years of publication (330 articles in total) to identify changing trends in subject matter, use of theory, type of research methodology, and author, institution, and country contributions.FindingsIJLM has evolved in every dimension evaluated. Specifically, content follows macro‐economic world events and reflects the emergence of supply chain management as an interdisciplinary domain. Recent research demonstrates a greater emphasis on theory development as well as more rigorous methods. Importantly, the increased theoretical grounding and rigor provides greater confidence in research that continues to be highly managerially relevant. Author, institution, and country findings are also discussed.Research limitations/implicationsThe study is limited to an analysis of IJLM's publications.Practical implicationsThe research provides valuable insights into the evolution of articles published in IJLM. For managers, the findings suggest that readers can place greater confidence in the findings and recommendations proposed by current research published in IJLM. For researchers, the findings provide guidance regarding the types of research that are likely to be accepted for publication in IJLM. The findings also represent a call for more forward‐looking research.Originality/valueThe comprehensive review of IJLM's publications provides a longitudinal perspective on the evolution of research in IJLM.
Inter‐organizational IT use, cooperative attitude, and inter‐organizational collaboration as antecedents to contingency planning effectiveness
Authors: Hall Dianne J. , Skipper Joseph B. , Hazen Benjamin T. , Hanna Joe B. 
Published: May 2012

PurposeToday's supply chains face increasing vulnerabilities; effective management of disruptions is critical to an organization's ability to weather disruptive events and remain competitive. Contingency planning is a method of risk management that promotes effective crisis management. This research tests proposed antecedents of contingency planning effectiveness in a supply chain setting.Design/methodology/approachA survey method was used to gather data from 103 participants who are involved in their respective organization's contingency planning and implementation processes. The data were analyzed using partial least squares to examine relationships between contingency planning effectiveness, inter‐organizational information technology (IT) use, cooperative attitude, and inter‐organizational collaboration.FindingsThe proposed model explains 87 percent of the variance in contingency planning effectiveness. The findings suggest that inter‐organizational collaboration, inter‐organizational IT use, and cooperative attitude directly impact contingency planning effectiveness. Inter‐organizational collaboration mediates the relationships between the other antecedents and contingency planning effectiveness.Originality/valueAlthough effective contingency planning has been shown to influence positive outcomes, the relationship between contingency planning effectiveness and its antecedents is not well understood in extant literature. This study identifies and investigates key antecedents to contingency planning effectiveness and provides a foundation for continued investigation.
Understanding satisfaction with supply chain management careers: an exploratory study
Authors: Goffnett Sean P. , Cook Robert L. , Williams Zachary , Gibson Brian J. 
Published: May 2012

PurposeCareer shifts and talent shortages in supply chain management (SCM) are evident at most occupation levels and need further attention and understanding. The purpose of this paper is to present factors that shape SCM career expectations, choices, and satisfaction and to advance career theory and research that is currently absent in SCM literature.Design/methodology/approachThis study administered open‐ended surveys to individuals educated and working in SCM to elicit the satisfaction and dissatisfaction that professionals derive from various aspects of their SCM careers. Resulting data were content analyzed and categorized into major themes representing career satisfiers (likes) and dissatisfiers (dislikes).FindingsThis exploratory study found evidence of traditional career components and the presences of objective and subjective components that transcend organizational boundaries. The results indicate an emergence of the boundaryless career concept in SCM, as the SCM career appears less dependent on a single employer. From the data emerged six major career satisfiers and seven major career dissatisfiers. Challenge is the most satisfying aspect of a SCM career. Challenge, however, may have limits, as the most dissatisfying aspect of a SCM career is the overload that can overwhelm a SCM professional in his or her career.Practical implicationsCareer satisfaction can be readily measured and categorized to explain SCM career expectations and choices that may lead to positive or negative work outcomes. Supply chain managers could utilize the information to understand employee perceptions and behaviors that may influence performance and to contend with disruptive career shifts and looming talent shortages in SCM.Originality/valueThis paper introduces contemporary career theory concepts and is a first of its kind in the field that explores attitudes and perceptions toward careers in SCM, as it focuses on career satisfiers and dissatisfiers described by SCM professionals.
A fuzzy AHP based integer linear programming model for the multi‐criteria transshipment problem
Authors: He Ting , Ho William , Lee Ka Man Carman , Xu Xiaofei 
Published: May 2012

PurposeThe purpose of this research is to develop a holistic approach to maximize the customer service level while minimizing the logistics cost by using an integrated multiple criteria decision making (MCDM) method for the contemporary transshipment problem. Unlike the prevalent optimization techniques, this paper proposes an integrated approach which considers both quantitative and qualitative factors in order to maximize the benefits of service deliverers and customers under uncertain environments.Design/methodology/approachThis paper proposes a fuzzy‐based integer linear programming model, based on the existing literature and validated with an example case. The model integrates the developed fuzzy modification of the analytic hierarchy process (FAHP), and solves the multi‐criteria transshipment problem.FindingsThis paper provides several novel insights about how to transform a company from a cost‐based model to a service‐dominated model by using an integrated MCDM method. It suggests that the contemporary customer‐driven supply chain remains and increases its competitiveness from two aspects: optimizing the cost and providing the best service simultaneously.Research limitations/implicationsThis research used one illustrative industry case to exemplify the developed method. Considering the generalization of the research findings and the complexity of the transshipment service network, more cases across multiple industries are necessary to further enhance the validity of the research output.Practical implicationsThe paper includes implications for the evaluation and selection of transshipment service suppliers, the construction of optimal transshipment network as well as managing the network.Originality/valueThe major advantages of this generic approach are that both quantitative and qualitative factors under fuzzy environment are considered simultaneously and also the viewpoints of service deliverers and customers are focused. Therefore, it is believed that it is useful and applicable for the transshipment service network design.
Knowledge to manage the knowledge society
Authors: Minati Gianfranco 
Published: May 2012

PurposeThe purpose of this research is to make evident the inadequateness of concepts and language based on industrial knowledge still used in current practices by managers to cope with problems of the post‐industrial societies characterised by non‐linear process of emergence and acquisition of properties. The purpose is to allow management to use language and concepts more appropriate to deal with complexity, i.e. to represent, induce and orient processes of chance, and second, to outline a theory of practice guiding their efforts. The purpose is also to underline the urgency of a new general management education.Design/methodology/approachThe methodology is based on contrasting concepts and their linguistic representations of the industrial age to the related post‐industrial ones. The approach is based on representing processes by using a more appropriate language, cultural aspect of science of complexity, able to deal with processes of emergence.FindingsSuitable, appropriate and open linguistic representations allow effective management of complex social systems where processes of emergence, i.e. acquisition of properties, occur. Current educational process for managers should be rethought. Learning relates to design new suitable models.Research limitations/implicationsOne limit of this approach is given by the fact that it is not easy to implement, it cannot be considered a tool and imbalances are inevitable due to differences and inhomogeneous assumption of this new thinking.Practical implicationsIt is a potential guide in helping practitioners in recognizing, inducing and managing complexity of processes and change.Originality/valueThe paper presents a new way to recognise and see reciprocal‐relational forces within a cultural‐social‐political context by using suitable translations of concepts and approaches introduced in science of complexity, such as in physics, mathematics, biology, and chemistry.
Knowledge to manage the knowledge society
Authors: Minati Gianfranco 
Published: May 2012

PurposeThis article aims to outline the scope of this Special Issue and of the six papers.Design/methodology/approachThe paper outlines the concepts and approaches within the knowledge domain which are the focus of the present issue and themes of the papers.FindingsThe paper outlines the scope of the Special Issue and of the papers.Originality/valueThe value of this paper is to introduce the concepts and approaches which are the focus of the present issue and themes of the papers.
Assessing the six‐station corporate identity model: a polymorphic model
Authors: Suvatjis Jean , de Chernatony Leslie , Halikias John 
Published: May 2012

PurposeThe purpose of this paper is to address the issue of corporate identity modeling. Corporate identity is an abstract concept that takes many forms, from the brand and logo, to the product and the company's reputation. One of the keys to a successful business presence hinges on effective management of corporate identity. The paper seeks to explain the stages that are involved in developing, then assessing, a model of corporate identity, which has academic rigor and managerial relevance.Design/methodology/approachThe process started by postulating a “six‐station” model that should assist firms to build and manage their corporate identities effectively. This was done by reviewing the corporate identity literature and appreciating the limitations of existing models. The literature review indicated that ten criteria were important for the creation of a robust model and the six‐station model was based on these. The six‐station model was then investigated by means of a single hypothesis. Two empirical phases – qualitative and quantitative – accompanied the study to test the hypothesis.FindingsThe validity of the six‐station model was corroborated by the research, which indicated that the six‐station model was considered by managers and consultants to be a valid and reliable model in managing the concept of identity and describing the way corporate identity operates.Originality/valueA logical approach was employed in constructing the model, which was assessed for validity and managerial applicability. The model provides a conceptual framework for analysis of the identity development process, and is not intended as a mechanical model of what is in reality a continuous, synergistic and non‐linear process. Developments in later stages do not always depend exclusively on causes arising from the previous stage. It is believed that by postulating a corporate identity model, which meets key criteria for robustness, and providing some indication of its managerial applicability, researchers will be stimulated to consider how refinements can be made to corporate identity models by initiating and implementing closer dialogue between researchers and practitioners.