bluuebunny/crossref_metadata_2025_split huggingface dataset:
“Stress” in business relationships: a study on corporate bank services
Authors: Proença João F. , de Castro Luís M. 
Published: January 2007

PurposeThe paper aims to discuss the interaction processes and short‐term behaviours and motives in long‐term relationships between banks and their corporate clients.Design/methodology/approachThe discussion is based on findings from four Portuguese case studies. Interviews made to major actors on both sides of each relationship were transcribed and analysed to investigate the buyer‐seller interaction process, and the interplay between the actors involved.FindingsThe paper contributes to knowledge concerning the nature of business banking relationships, provides insights about instability and stress therein, and suggests some factors that can generate or intensify that instability. Short‐term irregularities and stress are found to arise in the context of relationships' longer‐term continuity and stability.Research limitations/implicationsThe irregularities found were endogenous to the relationships and originated from one of the actors or from the transaction. No exogenous factors were analysed and further research should be done about them. Some instability was found associated with clients keeping a portfolio of banking relationships, but the management of such portfolios is largely unstudied, begging for more work. It is also suggested that the present study be replicated in other countries and contexts for comparative analyses.Practical implicationsThe paper provides a framework for corporate managers and bankers alike to better understand the process of banking relationships. It highlights some factors that should be monitored as they impact on buying behaviour and on the interplay between banks and firms.Originality/valueThe paper highlights some “stress” factors that can impact on buying behaviour and on the interplay between banks and firms, providing a new insight about the instability of business relationships in the banking business, and suggests some factors that can generate or intensify that instability.
The impact of salesperson transformational leadership behavior on customer relationship marketing behavior
Authors: Jayakody J.A.S.K. , Sanjeewani W.M.A. 
Published: January 2007

PurposeThe purpose of this paper is to identify the impact of transformational leadership behavior of salespersons on the level of customers' trust and customers' relationship commitment with the salespersons in the Sri Lankan corporate banking sector.Design/methodology/approachBased on the literature, it was hypothesized that idealized influence behavior and individualized considerate behavior of salespersons positively affect customers' trust and customers' relationship commitment. A survey was undertaken among 47 sales persons in the Sri Lankan corporate banking sector, and the regression analysis was performed to test hypotheses.FindingsIt was found that idealized influence behavior of salespersons positively influences customer trust, which, together with individualized consideration of salespersons, in turn influences customer commitment. It was also found that the joint effect of both customers' trust and individualized considerate behavior of the salesperson is greater than each alone on customers' relationship commitment.Research limitations/implicationsThe small sample and non‐probabilistic sampling procedure demand further corroboration of the findings. As the relationship marketing literature stresses the coexistence of both relationship and transactional marketing, future researchers may use the full‐range of leadership model.Practical implications/implicationsThis study shows how the two facets of transformational leadership behavior of salespersons implicate their customers' relationship marketing behavior, and thus points out how leadership development training can be adapted to improve relationship marketing skills of sales persons.Originality/valueThe present paper illustrates how transformational leadership provides a more appropriate knowledge domain for understanding relationship marketing dynamics at salesperson‐individual customer level.
Evaluation of performance in introducing CE marking on the European market to the machinery industry in Taiwan
Authors: Lin W.T. , Chen S.C. , Chen K.S. 
Published: January 2007

PurposeAims to assess the effect of European Union performance directives related to CE marking on the machinery industry of Taiwan.Design/methodology/approachThis paper adopts a questionnaire to collect information. By means of a statistical scheme, performance indices of importance and difficulty, which meet the directives requirement, are designated. The performance evaluation matrix presented by Lambert and Sharma is modified using an introduced standardized system.FindingsManagement in the industry needs simply to locate the difficulty and importance of the directive on a performance matrix. Performance levels can be assessed and the strategy for improving the performance of CE marking established.Originality/valueProvides information on the best countermeasure that can be obtained to serve as a reference for the industry to introduce CE marking.
Optimal burn‐in time for general repairable products sold under failure‐free renewing warranty
Authors: Chien Yu‐Hung 
Published: January 2007

PurposeTo investigate the optimal burn‐in time from the perspective of minimizing the expected total cost (i.e. manufacturing plus warranty costs) per unit of product sold under a failure‐free renewing warranty policy. The conditions indicating when burn‐in becomes beneficial were also derived.Design/methodology/approachAn age‐dependent general repairable product sold under a failure‐free renewing warranty agreement was considered. In the case of such a general repairable model, there are two ways in which the product can fail: type I failure (minor) can be rectified through minimal repairs; while in type II failure (catastrophic), the product must be replaced. Then optimal burn‐in time is then examined in order to achieve a trade‐off between reducing the warranty cost and increasing the manufacturing cost.FindingsThe optimal burn‐in time depends on the failure/repair characteristics, length of warranty, cost parameters and the probability of failure type II (catastrophic). A burn‐in program is beneficial if the initial failure rate is high or product failures during the warranty period are costly. Moreover, the optimal burn‐in time is always less than the infant mortality period.Originality/valueThe product considered in this paper is an age‐dependent general repairable product: on which no such study has yet been conducted. This is also the first study to apply a failure‐free renewing warranty to a general repairable item. It can be seen that the present model is a generalization of the model considered by Chien and Sheu.
Comparison between two scale‐inspection and warranty policies for weight‐quality
Authors: Sandoh Hiroaki , Koide Takeshi 
Published: January 2007

PurposeTo make a theoretical comparison between two scale‐inspection and warranty policies for weight‐quality, one practical and the other theoretically grounded.Design/methodology/approachComparison is made in a Stackelberg game framework considering the consumer's as well as the manufacturer's viewpoint.FindingsThe practical policy is more profitable for the manufacturer than the theoretical policy in many cases.Research limitations/implicationsThe study confines itself to scale‐inspection and warranty policies, but the underlying approach used in this paper can also be applied to other topics.Practical implicationsThe proposed model can also provide a lower bound for the warranty.Originality/valueThe study compares a practical policy with a theoretical one from both the consumer's and manufacturer's point of view.
Information technology center service quality
Authors: Badri Masood A. , Abdulla Mohamed , Al‐Madani Abdelwahab 
Published: January 2007

PurposeThe main objective of the study was to utilize SERVQUAL for identifying gaps in the chain of services provided by the information technology (IT) resources. SERVQUAL was applied to IT services in higher education institutions in the United Arab Emirates.Design/methodology/approachBecause of the many concerns and reservations raised with regard to using perception scores or gap scores, the appropriateness of the SERVQUAL measure to verify the anticipated structure of the instrument was also examined. Using confirmatory factor analysis, the structure of the perception scores (performance‐based model) and the gap scores (performance minus expectation‐based model) were examined.FindingsThe evaluation of model‐fit provided mixed results, but, in general, the results favored the perception scores. However, some statistical fit‐tests suggested that both models lacked the features necessary for a good fit. On the other hand, based on their feedback, respondents felt that SERVQUAL is a useful indicator for IT center service quality in institutions of higher education. SERVQUAL identified gaps in service quality for the three institutions. Empirical results of SERVQUAL scores for the IT centers in the three institutions are also presented.Originality/valueThe paper reassesses the structure and validity of the SERVQUAL model given its wide use and criticism, and applies the model to an important set of related, yet distinct service organizations such as information technology centers.
Performance assessment of health examination for freshmen
Authors: Chen K.S. , Chen H.T. , Wu L.L. , Emanuel J.T. 
Published: January 2007

PurposeA health examination is one of important events for freshmen when they enter a university. Consequently, the quality and time required for the examination are components in any index measuring the service performance of a university. However, performance measure for the health examination with a performance index is comparatively seldom. This paper aims to provide an index to measure health examination performance for freshmen.Design/methodology/approachA health examination performance index (HEPI) is defined for a university's health examination procedure. To make accurate use of the HEPI in assessing health examination performance, this paper constructs a uniformly minimum variance unbiased (UMVU) estimator of the HEPI using an exponential distribution to develop a hypothesis testing procedure.FindingsSince health examination time exhibits the smaller‐the‐better type quality characteristic of time orientation, the HEPI is appropriate for evaluating the hospital's performance in providing freshmen health examinations. This study also investigates the relationship between the HEPI and the non‐conformance rate of health examination performance, and tabulates the non‐conformance rate under the exponential distribution.Originality/valueThe proposed testing procedure is easily applied and can accurately evaluate whether the true health examination performance for a hospital meets a university's requirement. It can also be used to select a qualified outsourcing hospital and improve the service provided by the school.
Service quality models: a review
Authors: Seth Nitin , Deshmukh S.G. , Vrat Prem 
Published: January 2007

PurposeThe main objective of this paper is to critically appraise various service quality models and identify issues for future research based on the critical analysis of literature.Design/methodology/approachThe paper critically examines 19 different service quality models reported in the literature. The critical review of the different service quality models is intended to derive linkage between them, and highlight the area for further research.FindingsThe review of various service quality model revealed that the service quality outcome and measurement is dependent on type of service setting, situation, time, need etc factors. In addition to this even the customer's expectations towards particular services are also changing with respect to factors like time, increase in the number of encounters with a particular service, competitive environment, etc. This paper provides a rich agenda for future research in the subject.Research limitations/implicationsThis research developed a linkage between the different service quality models.Practical implicationsThe growth of literature in the field of service quality seems to have developed sequentially, providing a continuous updating and learning from the findings/observations of predecessors. This paper provides new directions to service quality researchers.Originality/valueThis paper explores new directions in service quality research and offers practical help to researchers and practitioners in providing a direction for service quality improvement.
Organizational downsizing and its perceived impact on quality management practices
Authors: Armstrong‐Stassen Marjorie , Reavley Martha , Ghanam Denise 
Published: January 2007

PurposeMany organizations with quality management programs in place have also engaged in downsizing. Aims to show how employees' perceptions of their organization's quality management practices provide some indication of how organizational downsizing affects an organization's quality management initiative.Design/methodology/approachManagerial and professional employees from 343 Canadian organizations completed a questionnaire assessing their perceptions of the extent to which their organization was currently engaging in quality management practices.FindingsRespondents in organizations that had downsized their workforce perceived significantly lower organizational‐level quality management practices (management commitment to quality management program, management communication of mission and goals, customer service focus, provision of quality‐related training) than respondents in organizations that had not downsized. Respondents in downsized organizations also perceived significantly lower employee‐level quality management practices (empowerment, employee commitment to quality management, job security).Research limitations/implicationsThe cross‐sectional research design does not allow insight into whether prior differences existed in quality management practices. Future research is needed to investigate how other issues related to organizations and to downsizing influence employees' perceptions of their organization's quality management practices following downsizing.Practical implicationsFor practitioners and managers, this study illustrates the need for careful planning of downsizing efforts to avoid their organization's quality management practices being seriously undermined.Originality/valueLittle research has been conducted on the effect of downsizing on an organization's quality management program. The findings show that employees from diverse organizations perceive organizational downsizing to have a detrimental effect on those factors that are critical in promoting and sustaining quality management.
Developing zones of tolerance for managing passenger rail service quality
Authors: Cavana Robert Y. , Corbett Lawrence M. , Lo Y.L. (Glenda) 
Published: January 2007

PurposeThe purpose of this article is to develop and empirically test an extension to the three‐column format SERVQUAL instrument to evaluate passenger rail service quality.Design/methodology/approachThis article combines the literatures of service quality and rail transport quality to develop the conceptual framework. Three new transport dimensions (comfort, connection, and convenience) are added to the original five SERVQUAL dimensions (assurance, empathy, reliability, responsiveness, and tangibles). The instrument was tested on a passenger line in Wellington, New Zealand. Valid responses to 340 questionnaires were statistically analyzed.FindingsHigh Cronbach alpha values supported the reliability of the instrument. Content and construct validity are demonstrated also. Regression analysis identified assurance, responsiveness and empathy as the quality factors that had significant effects on overall service quality. In addition, customers indicated that reliability and convenience were also very important factors. Service quality “zones of tolerance” were identified for each dimension and attribute.Research limitations/implicationsThere are not many published studies to confirm or compare the results of the three‐column SERVQUAL instrument, either in the general service literature or in the rail passenger literature. Although the five original SERVQUAL dimensions have been tested quite extensively, the three new rail transport dimensions require further development and testing, particularly since the sample was drawn from a single passenger line in New Zealand. More development and empirical testing are required to refine this measure.Practical implicationsBased on the eight dimensions, the practical use of the “zones of tolerance” for identifying areas of quality shortfall and managing quality are illustrated in this paper.Originality/valueThis paper provides one of the few empirical applications of the three‐column SERVQUAL instrument and extends it to make it more suitable for evaluating rail passenger service quality.
Attitudes towards women managers in theUnited Arab Emirates
Authors: Mostafa Mohamed M. 
Published: January 2007

PurposeThis study aims to investigate the United Arab Emirates (UAE) society's attitudes towards women managers held by a sample of 186 participants.Design/methodology/approachThe subjects completed the newly developed multidimensional aversion to women who work scale (MAWWWS). The study validates the scale in an Arab non‐Western context.FindingsThe results reveal that UAE students have significantly different attitudes towards women managers from those of the older generations. There are significant differences between males' and females' perceptions of women's roles and participation in society. The study predicts that modernity may diminish patriarchal attitudes towards women managers in the Arab world.Originality/valueThis study has provided some insights into the factors associated with attitudes towards women managers in the UAE. This research contributes to the literature on cross‐cultural studies by systematically assessing the attitudes towards women managers in the UAE.
Cross‐cultural equity sensitivity: a test of differences between the United States and Japan
Authors: Allen Richard S. , Takeda Margaret , White Charles S. 
Published: January 2007

PurposeThis study aims to examine the cross‐cultural differences in equity sensitivity between the USA and Japan.Design/methodology/approachA sample of 390 Americans and 202 Japanese were surveyed to determine their equity sensitivities and how each group would likely respond to under‐payment scenarios.FindingsThe findings support the notion that the Japanese are in fact more entitled in their equity orientation than Americans. Furthermore, the Japanese were also significantly more likely to respond with overt actions to reduce their feelings of inequity.Research limitations/implicationsForemost among these limitations is the fact that the situation presented to the subjects was hypothetical rather than real. Since it would be considered unethical to manipulate subjects in real work settings a first person scenario approach was utilized consistent with other equity theory literature. While the scenario was easily identifiable by the student subjects, it is unknown if the findings from this research would apply to adults working in real world organizations.Practical implicationsThe results may have important implications for international human resource strategies and practices. Equity sensitivity may affect perceived value of rewards (compensation), promotion (selection), and motivation (performance management) all of which are critical issues in the effective management of human resources. This study illustrates that cross‐cultural differences exist in regard to equity sensitivity and these differences may affect the efficacy of human resource strategies in global organizations.Originality/valueThis paper offers a significant contribution to the literature on equity sensitivity by testing the theory in a cross‐cultural setting.
The role of emotions in employees' explanations for failure in the workplace
Authors: Hareli Shlomo , Shomrat Noga , Biger Nahum 
Published: January 2007

PurposeThe paper aims to study how shame, guilt and fear experienced by failing employees determine their explanation of the failure.Design/methodology/approachEmployees participated in two studies, one assessing actual personal examples of failures and another used imaginary vignettes. To manipulate the extent to which guilt or shame was the dominant emotion experienced by the failing employee, participants were asked to generate counterfactual thoughts typical of each of these feelings. Fear was manipulated by describing a threatening atmosphere in the organization. Measured was the likelihood that the employee took responsibility for what happened and provided a valid explanation. Likelihood of explaining the event by using excuses, justifications, concessions or denials was also measured.FindingsFindings indicate guilt was associated with explanations that help the organization learn from the failure and assist employees in restoring their relationships with the organization and co‐workers. Heightened levels of fear, however, decreased this desirable effect of guilt. Shame had no unique contribution to an employee's choice of explanations.Research limitations/implicationsThe use of self‐reports and vignettes limits the ecological validity of the present findings. Nevertheless, it provides preliminary evidence for the importance of the factors under study.Practical implicationsThese findings contribute to an understanding of the ways organizations can provide emotional settings conductive to constructive failure inquiries both for organizations and employees.Originality/valueThe role emotions play in explanation of failures is an understudied issue both in social psychology and organizational research. The present study opens an avenue for more studies in this direction.
The role of leader‐member exchange in high turnover work environments
Authors: Morrow Paula C. , Suzuki Yoshinori , Crum Michael R. , Ruben Robert , Pautsch Gregory 
Published: January 2007

PurposeTo assess the role of leader‐member exchange (LMX) in affecting voluntary turnover in a high turnover work context.Design/methodology/approachFollowing consideration of traditional predictors of employee turnover, how LMX is related to voluntary turnover is examined among 207 over‐the‐road truck drivers using a telephone survey.FindingsLeader member exchange is found to be nonlinearly related to turnover such that turnover is lowest when LMX is moderate (i.e. both “bad” and “good” LMX are associated with higher levels of turnover).Research limitations/implicationsFindings indicate that LMX and other antecedents should be examined for nonlinear relationships to turnover. This research may help to bridge the gap between turnover research and that associated with supervision and leadership.Practical implicationsThese study results suggest that unrealistic expectations should not be formed regarding the power of any single factor (e.g. LMX) to reduce turnover.Originality/valueThis paper suggests that nonlinear relationships between antecedents of turnover and turnover receive fuller consideration.