bluuebunny/crossref_metadata_2025_split huggingface dataset:
Sequential service quality in service encounter chains: case studies
Authors: Svensson Göran 
Published: July 2006

PurposeThe objective of the present research is to explore the construct of perceived sequential service quality in service‐encounter chains.Design/methodology/approachThe study is based on a qualitative approach. Based on two case studies in the Swedish automotive and retail industries, the research applies a six‐dimensional, dual‐perspective construct of sequential service quality. The theoretical framework is derived from the constructs of service quality and service encounter.FindingsThe case studies do not indicate any dramatic differences in perceptions of the sequential service‐quality construct – despite the differences that exist between the industries. Although these industries are thus generically different, sequential service quality in service‐encounter chains is recognized as being important in both industries. It is contended that the six‐dimensional construct employed in the present study contributes to the exploration and conceptualization of sequential service quality in service‐encounter chains both from an upstream‐downstream and from a downstream‐upstream perspective. Although some minor differences exist, the overall conclusion is that the construct is valid and useful in understanding and exploring these important issues.Research limitations/implicationsResearch and practice needs to extend well beyond single interactive constructs of service quality. The research approach introduced here – of sequential service quality in service‐encounter chains – contributes to an extended research agenda.Originality/valueThe approach might be fruitful in a number of areas for both researchers and practitioners that go beyond the boundaries of the currently accepted constructs and applications of service quality.
Service quality, customer satisfaction, and behavioral intentions in the service factory
Authors: Olorunniwo Festus , Hsu Maxwell K. , Udo Godwin J. 
Published: July 2006

PurposeThis study seeks to investigate, through the development of an operationalized service quality construct in the context of a service factory, whether the typology to which a service belongs may explain the nature of the service quality (SQ) construct and its relationship to customer satisfaction (SAT) and behavioral intentions (BI).Design/methodology/approachAn exploratory factor analysis used a sample from undergraduate student respondents. Then, a more representative sample of hotel guests was used, in a second‐order confirmatory factor analysis.FindingsThe dominant dimensions of SQ construct in the service factory were found to be: Tangibles, Recovery, Responsiveness, and Knowledge. Further results indicate that, although the direct effect of SQ on BI is significant, the indirect effect (with SAT playing a mediating role) is a stronger driver for BI in the context of the service factory.Research limitations/implicationsA notable limitation is that the present study focuses only on the service factory and uses only one industry (lodging) to illustrate the findings. Future research should examine other service categories.Practical implicationsService managers are recommended to devise operations and marketing strategies that focus on the dominant SQ dimensions in order to enhance SAT and, in turn, foster positive BI.Originality/valueThis study demonstrates that SQ, SAT and BI and their interrelationships may be typology‐specific. If this is true, two or more industries (e.g. airlines and lodging) may exhibit similar relationship characteristics with regard to these constructs if they belong to the same service category. This knowledge is useful for benchmarking best practices among such industries.
Learning communities: an untapped sustainable competitive advantage for higher education
Authors: Dawson Shane , Burnett Bruce , O'Donohue Mark 
Published: July 2006

PurposeThis paper demonstrates the need for the higher education sector to develop and implement scaleable, quantitative measures that evaluate community and establish organisational benchmarks in order to guide the development of future practices designed to enhance the student learning experience.Design/methodology/approachLiterature regarding contemporary Australian higher education policy and community development is critiqued to illustrate the need for universities to adopt scaleable quantitative measures to evaluate stated strategic imperatives and establish organisational benchmarks. The integration of organisational benchmarks guides the implementation of future practices designed to enhance the student learning experience. A current active exemplar methodology is discussed to demonstrate applicability to both higher education administrators and teaching staff across the various organisation levels.FindingsWhile universities are promoting and investing in the concept of community to enhance the student learning experience there are as yet, limited scaleable evaluative measures and performance indicators to guide practitioners. This paper proposes an effective measurement tool to benchmark current pedagogical performance standards and monitor the progress and achievement of future implemented practices designed to enhance the sense of community experienced by the student cohort.Originality/valueThis paper identifies and addresses the current absence of effective scaleable evaluative measures to assess the achievement of stated strategic imperatives implemented as a consequence of reducing government financial support, increasing accountability, and increasing student expectations as result of educational consumerism.
Learning from tacit knowledge: the impact of the internship
Authors: Wasonga Teresa A. , Murphy John F. 
Published: July 2006

PurposeThe purpose of this study is to investigate the impact of an internship on its participants in an educational administration program.Design/methodology/approachThe study analyzed the interns' reports or reflections on their internship experience to decipher what was learned by the participants based on Nonoka and Takeuchi's knowledge creation model (tacit to explicit knowledge).FindingsThe study found that tacit knowledge was both contextual and released spontaneously to capture the nuances of the task/issue/problem at hand. It was contextual because the situation provided meaning and connectedness. The tacit knowledge was externalized in the process of solving a particular problem or in response to a particular issue. It was spontaneous because the actions or conversations were not predetermined, or structured; they were provoked or emerged through deductions and inductions as interns and principals worked together to find solutions.Research limitationsThe findings of this research should be interpreted with the understanding that not all tacit knowledge is useful. This study focused on the positives. Certainly, some interns had experiences in which the tacit knowledge was not worth emulating. Hopefully, the interns have the capacity to decipher and choose what is best for their own leadership skills.Practical implicationsThis study suggested that interns should expand their own awareness of learning opportunities posed by life experiences and gain insight into leadership.Originality/valueThis study concluded that opportunities provided for interaction and sharing during internship are the points where knowledge is created to prepare interns for leadership positions.
Successful joint venture partnerships: public‐private partnerships
Authors: Trafford Sue , Proctor Tony 
Published: July 2006

PurposeSeeks to examine important characteristics that go hand‐in‐hand with successful public‐private partnerships.Design/methodology/approachA grounded theory approach is adopted involving interviews and group discussions with executives of the organisations involved. The rationale behind the reduction of the data collected was based on the commonalty of the words, themes and concepts being produced by the respondents through the written and oral research data.FindingsA descriptive model is presented which identifies five key characteristics: good communication, openness, effective planning, ethos and direction. It is argued that all contribute to the success of a joint venture.Research limitations/implicationsFurther research might examine other examples of public‐private partnerships since the research reported here comprises only a single case study – the major limitation of this research. While utilising the findings of this research may improve the chances of a successful venture, they cannot of their own accord guarantee success since other factors are at play.Originality/valueThe paper presents a valuable insight for both academics and practitioners who are keen to appreciate executives' concerns that can arise in evolving a joint venture between a public and a private sector organisation.
Unit cost behaviour in public sector outsourcing
Authors: Kulmala Harri I. , Ojala Mika , Ahoniemi Lea , Uusi‐Rauva Erkki 
Published: July 2006

PurposeThe aim of this paper is to create a framework in which the behaviour of unit costs in public sector outsourcing situations can be analysed.Design/methodology/approachExplorative case study concentrating on theory building.FindingsPublic sector organisations have not concentrated on analysing or modelling the unit cost behaviour in outsourcing situations. The lack of systematic cost management tools seems to lead to poorly managed and non‐profitable outsourcing projects or ignorance of the possibilities of outsourcing.Practical implicationsBy utilising the results of the study, decision making regarding outsourcing in public sector could be based both on forecast cost development and on political judgement instead of relying only on political judgement without understanding cost behaviour.Originality/valueThe paper introduces a new framework to be used as a tool in practice and to be validated in further studies.
New public management in developing countries
Authors: Elias Sarker Abu 
Published: July 2006

PurposeThe purpose of this paper is to explore and analyse the factors influencing the relative success and failure of new public management (NPM) initiatives in the developing world, with particular reference to Singapore and Bangladesh.Design/methodology/approachSecondary materials have been extensively used, interpreted and reinterpreted to substantiate the arguments. The analysis has been confined to two countries. However, the experiences of NPM initiatives of other countries have also been analysed to strengthen the arguments.FindingsThere are some critical factors such as the advanced level of economic development, the existence of a formal market economy, the rule of law, the advanced level of administrative infrastructure and state efficiency for the success of NPM‐oriented reforms. To a large extent, Singapore fulfills these conditions. Bangladesh is lagging behind these conditions, and has achieved very little in NPM initiatives. The findings also indicate that there is still a greater role of the state in socio‐economic transformation in general and implementation of market‐oriented reforms in particular.Practical implicationsThe Singapore case offers ample lessons for low‐income developing countries such as Bangladesh who are struggling with their administrative reforms.Originality/valueThe value of the paper lies in clearly delineating the factors of success and failure and relating these to concrete cases on a comparative basis. More importantly, analyses of the Bangladesh case could be of immense value to state decision makers of Bangladesh and countries with similar socio‐economic and political standings.
Editorial
Authors: Guthrie James , Parker Lee 
Published: July 2006

PurposeThe paper seeks to explore the ongoing development of an array of interdisciplinary specialist research areas in the accounting research community and its literature. It sets out to explore developments over the last 25 years with the aim to identify a number of important trends for the accounting scholarly community and to consider the role of AAAJ and various interdisciplinary accounting conferences and other journals.Design/methodology/approachThis paper employs a literature‐based analysis, critique and argument. The paper's scope includes the trend towards specialisation by interdisciplinary accounting scholars in a contemporary context, where mainstream technical accounting research has privileged positivist research.FindingsIn sharp contrast with the successful emergence of interdisciplinary research in the 1980s, a trend towards at least a proportion of specialist research groupings is now seen, such as accounting historians, opting to retreat behind closed doors. Some researchers are increasingly exhibiting a trend towards seeking their own company focusing on attending only their specialised conferences, and publishing their work in their special interest journal. This carries a risk of retreating from engagement with the broader and particularly interdisciplinary accounting research community outside their own specialised confines. This could lead to fragmentation and fellow specialist researchers are invited to return to “the coming‐out parade” and re‐engage with the wider scholarly community.Research limitations/implicationsAccounting scholars not only need to engage with their interdisciplinary specialised research areas, but also should connect with the wider scholarly community in order to maintain the pursuit of significant contribution to knowledge.Practical implicationsThe paper focuses on personal values of accounting academic scholars as well as the importance of specialised and more generalised interdisciplinary research scholarly groups.Originality/valueThe paper alerts researchers to significant issues associated with the retreat into specialised groups and scholarly activities. It offers a practical illustration of a 25‐year history of accounting history research and calls for the coming‐out of accounting scholars from specialist groups to an engagement with the broader accounting interdisciplinary research community.
The mobilization of accounting in preening for privatization
Authors: Craig Russell , Amernic Joel 
Published: July 2006

PurposeThe paper sets out to examine the use of accounting as part of the privatization process of a national railway in Canada. The argument is that proponents of the privatization used accounting strategically to justify and sustain the privatization. Major societal events, such as the privatization of national assets, merit close scrutiny so that an accounting world thus constructed should not be permitted to pass unchallenged.Design/methodology/approachThe paper explores the way in which accounting language, concepts and information were deployed in the prospectus issued in support of the initial public offering of shares by the Canadian government.FindingsEvidence is found suggesting that the vagaries of accounting language were marshalled to sustain a self‐fulfilling prophecy of success.Research limitations/implicationsCase studies possess both the strength of specific instance detail and interpretation, and the ostensible weakness of interpretation of a sample of one. But such research may provide for reframing conceptual perspectives and contribute to stimulating additional efforts at interrogating accounting language's roles in major social change events.Practical implicationsThe paper strongly endorses a critical analytical perspective by all those affected by major social change, such as privatization, in which accounting language often plays a persuasive but subtle role.Originality/valueIndividuals, groups, employees, managers, customers, and others, including the public‐at‐large, who are potentially impacted by privatizations, are reminded that accounting is not an innocent bystander in the political maneuverings associated with a privatization. Accounting does not axiomatically provide an objective measure of some underlying financial truth, but is part of an arsenal of rhetoric to achieve political ends.
British out‐of‐hours primary and community care: a review of the literature
Authors: Hurst Keith 
Published: July 2006

PurposeThis out‐of‐hours primary and community care services (more recently called unscheduled care) literature review sets out to build on the foundations set by earlier publications by examining old and fresh issues after the new General Medical Service contract was implemented in 2004.Design/methodology/approachAlmost 140 publications were located, including a range of theoretical and empirical publications.FindingsA total of seven themes emerge – varying from the most frequently discussed (service nature and value) to the least examined (information management and technology).Originality/valueAnalysis not only underlines service problems and tensions noted previously but also generates new insights, which cannot be ignored if services are to be developed. Consequently, several recommendations are made.
The quality of health care and patient satisfaction
Authors: Zineldin Mosad 
Published: July 2006

PurposeTo examine the major factors affecting patients' perception of cumulative satisfaction and to address the question whether patients in Egypt and Jordan evaluate quality of health care similarly or differently.Design/methodology/approachA conceptual model including behavioural dimensions of patient‐physician relationships and patient satisfaction has been developed. As the empirical research setting, this study concerns three hospitals in Egypt and Jordan. The survey instrument in a questionnaire form was designed to achieve the research objectives. A total of 48 items (attributes) of the newly developed five quality dimensions were identified to be the most relevant. A total of 224 complete and usable questionnaires were received from the in‐patients.FindingsHospital C has above‐average total and dimensional qualities and patients are the most satisfied in accordance with all dimensions of services. Hospitals A and B have under‐average total qualities as the majority of patients are not satisfied with services. Comparing hospitals A and B, in the majority of dimensions (with the exception of Q5), the quality in hospital B is higher than in hospital A. Patients' satisfaction with different service quality dimensions is correlated with their willingness to recommend the hospital to others. A cure to improve the quality for health‐care services can be an application of total relationship management and the 5Qs model together with customer orientation strategy.Practical implicationsThe result can be used by the hospitals to reengineer and redesign creatively their quality management processes and the future direction of their more effective health‐care quality strategies.Originality/valueIn this research a study is described involving a new instrument and a new method which assure a reasonable level of relevance, validity and reliability, while being explicitly change‐oriented. This study argues that a patient's satisfaction is a cumulative construct, summing satisfaction with five different qualities (5Qs) of the hospital: quality of object, processes, infrastructure, interaction, and atmosphere.
An attempt to redefine organizational justice: in the rightsizing environment
Authors: Christine Nirmala Maria , Akhilesh K.B. 
Published: July 2006

PurposeThe purpose of this paper is to identify just rightsizing practices in a manufacturing organization in an attempt to redefine organizational justice.Design/methodology/approachA total of 177 individuals were interviewed in an Indian manufacturing organization and their perspectives of the rightsizing processes are outlined, compared and contrasted to identify just rightsizing practices in the organization.FindingsA number of practices at the initial stage of rightsizing are seen as being implemented to the same extent by all the three categories of individuals – implementers, stayers and separated. Therefore, justice is seen to be maximized. Practices concerning the actual process of separation and afterwards, such as communication, arranging for graceful exits, leadership, evaluation of the processes and assistance programmes for the stayers and separated, need to be improved upon.Research limitations/implicationsThe model is used to study already implemented rightsizing processes. Therefore, though it is suggested that the model can be used to design just processes an empirical proof of the same cannot be provided at this stage.Originality/valueThe model provides an internal benchmark for the organization in how just the rightsizing processes are with regard to its impacts on those most affected by the processes.
Privatisation in a developing country: insights from the Gambia
Authors: Hamilton Forster Thomas , Suchitra Mouly V. 
Published: July 2006

PurposeThe purpose of this paper is to study the privatisation process and its impact on organisational change in the electricity industry in the Gambia.Design/methodology/approachA qualitative methodology was used for the study as qualitative techniques make use of a holistic approach, which allows for the assembling of a comprehensive and complete picture of the process under investigation.FindingsThe findings from the research suggest that change processes that are endogenous are more likely to achieve their desired objectives when compared to exogenous changes.Research limitations/implicationsThe study suggests that there is a relationship between the locus of change and the level of trust associated with the drivers of change. Future research on privatisation could make a significant contribution if focussed on the social processes of privatisation.Practical implicationsThe study shows that privatisation will only occur if all interests become associated with a reformative pattern of value commitment. A normative vision made up of ideas, beliefs, and values that shape prevailing conceptions must be present to support the process.Originality/valueResearch has shown that most changes carried out in less developed countries (LDCs) under the auspices of the WB/IMF, have not achieved the desired outcomes. This study has shown that the initiation and control of reform from outside affects the outcomes of the change programme. It is therefore imperative for funding agencies to concentrate on providing assistance to enable LDCs design control and implement their own changes rather than the funding agencies taking control of this aspect of reform.
Design of a flexible assembly and remanufacturing cell for advanced SM components: selection of cell design concept based on reflow tools
Authors: Geren N. , Çakirca M. , Bayramoğlu M. 
Published: July 2006

PurposeTo design a flexible integrated robotic assembly and rework (remanufacturing) cell for assembly, selective assembly and rework of advanced surface mount components (SMCs) using the generic methodology developed in this paper.Design/methodology/approachManual rework procedures are investigated for all advanced SMCs. General and specific component‐related rework considerations are obtained and necessary tooling candidates for automation are determined. This is followed by determination of the specific automated rework procedure and selection of suitable tooling for automated robotic rework and generation and evaluation of design concepts.FindingsThe developed methodology, which considers the reflow tool at the centre of the development process, has worked well in designing a flexible integrated robotic assembly and rework cell.Practical implicationsThis study identified the rework requirements for advanced SMCs, the essential features for rework reflow tools, criteria for comparing reflow tools, and a generic procedure for design and concept selection.Originality/valueIt provides valuable knowledge for designers of flexible integrated robotic assembly and rework cells for assembly, selective assembly and rework of advanced SMCs.