bluuebunny/crossref_metadata_2025_split huggingface dataset:
Salesforce automation tool selectivity: an agency theory perspective
Authors: Mallin Michael L. , DelVecchio Susan K. 
Published: September 2008

PurposeA strong and repeating theme in sales force automation (SFA) tool research is perceived usefulness. When salespeople perceived high levels of SFA tool usefulness, they report higher intent and actual use. The authors aim to apply agency theory to the concept of perceived usefulness (from the technology acceptance model) to explain why salespeople adopt some forms of SFA and reject still others. A set of hypotheses are proposed and tested revealing that salespeople will decide to use a SFA tool because they perceive it to be useful to themselves (i.e. PUsp) and to their management (PUsm).Design/methodology/approachBased on responses from 105 salespeople, the SFA tools they used were categorized as either outcome‐based (i.e. helping salespeople achieve their selling outcome goals) or activity‐based tools (i.e. helping management monitor selling activities/behaviors). Regression analyses were used to test six hypotheses relating salespeople's usage of each category of tools (the dependent variable) to the salesperson perceived usefulness constructs (both PUsp and PUsm – the independent variables).FindingsThe findings confirm that SFA tool use (either outcome‐based or activity‐based) is a function of both forms of perceived usefulness (i.e. PUsp and PUsm). Furthermore, when PUsp is high, the salesperson is more likely to use outcome‐based (versus activity‐based) SFA tools over a longer period of time.Practical implicationsThe paper validates agency theory as a useful paradigm for understanding salesperson SFA tool adoption. Salespeople will use SFA tools that they view as useful to their productivity and that the sales manager's influence over the salesperson's use of SFA tools may not be as important. To encourage use, firms need to emphasize how a SFA tool can meet salesperson needs.Originality/valueThe paper is the first to hypothesize and test the relationship between perceptions of SFA tool usefulness and actual usage by considering salesperson perception of usefulness to themselves (PUsp) and perception of usefulness to their sales manager (PUsm).
Intentionally developed business network for mobile marketing: a case study from Finland
Authors: Salo Jari , Sinisalo Jaakko , Karjaluoto Heikki 
Published: September 2008

PurposeThe purpose of the paper is to investigate an intentionally developed business network (IDBN) for mobile marketing (m‐marketing).Design/methodology/approachThe IDBN for m‐marketing is studied in the light of a literature review of m‐marketing and IDBNs. In addition to this, a case study has been conducted.FindingsIt was found that in m‐marketing there are several phases that need to be completed successfully. Resources and capabilities are different in each phase, and thereby the coordination of these is central to the success of the network. Additionally, the creator of the IDBN has a critical role in creating a common goal for the network. In a new technology context, the external technology advisor, such as the consulting agency, has a paramount position as facilitator of knowledge on the new technology in the initiation phase of the network.Research limitations/implicationsMore empirical research efforts need to be focused on studying IDBNs as a way to organize exchanges between various organizations. This paper is qualitative and provides ideas for future research.Practical implicationsAdvertisers and advertising agencies are faced with the challenge to develop resources and capabilities for grasping and conducting novel m‐marketing campaigns. One way to cope with this change is to orchestrate a business network around m‐marketing. The paper finds that number and quality of companies is dependent on technological experience and familiarity with digital advertising forms.Originality/valueThe paper is significant for two reasons. First, it presents the m‐marketing process and the resources and capabilities needed in detail. Second, this study provides insights into an unexplored area of IDBNs.
Warranty planning and development framework: a case study of a high‐tech multinational firm
Authors: Ben Oumlil A. 
Published: September 2008

PurposeThe purpose of this paper is to address what a sound warranty policy entails by identifying the key variables involved in the development of a warranty program.Design/methodology/approachThe sample population was composed of employees in the US division involved with high‐tech product warranties. A survey questionnaire was used to collect data from the participants.FindingsThe paper finds that the formality of the warranty policy should depend on its complexity. Differences exist between types of warranty based on the product knowledge of the buyer. Although a standardized warranty is easy to administer, as the product line diversifies, it becomes more challenging to standardize.Research limitations/implicationsThis study can be expanded by examining how companies balance the cost/quality/warranty ability of the product, the techniques used to allocate warranty costs, and to evaluate multiple companies/industries, perhaps with a longitudinal focus.Practical implicationsThe formality can be used to communicate the product warranty throughout the organization. Each department has a responsibility to the customer, so team members from service, product development, and marketing should plan and develop the warranty. A standardized warranty can send a clearer message to a customer about a firm's products. Simplifying front and back‐end processing and streamlining support structures can reduce costs.Originality/valueIn this paper, the identified key variable is brought out in warranty management framework. The development of this framework will satisfy a current, critical need to provide guidelines with all the steps needed to develop a warranty policy.
Effect of Ag content on the microstructure of Sn‐Ag‐Cu based solder alloys
Authors: Reid M. , Punch J. , Collins M. , Ryan C. 
Published: September 2008

PurposeThe purpose of this paper is to examine the microstructure and evaluate the intermetallic compounds in the following lead‐free solder alloys: Sn98.5Ag1.0Cu0.5 (SAC105) Sn97.5Ag2.0Cu0.5 (SAC205) Sn96.5Ag3.0Cu0.5 (SAC305) and Sn95.5Ag4.0Cu0.5 (SAC405).Design/methodology/approachX‐ray diffraction (XRD) and scanning electron microscopy (SEM) were employed to identify the main intermetallics formed during solidification. Differential scanning calorimetry (DSC) was used to investigate the undercooling properties of each of the alloys.FindingsBy using XRD analysis in addition to energy dispersive spectroscopy (EDS) it was found that the main intermetallics were Cu6Sn5 and Ag3Sn in a Sn matrix. Plate‐like ε‐Ag3Sn intermetallics were observed for all four alloys. Solder alloys SAC105, SAC205 and SAC305 showed a similar microstructure, while SAC405 displayed a fine microstructure with intermetallic phases dense within the Sn matrix.Originality/valueCurrently, low‐silver content SAC alloys are being investigated due to their lower cost, however, the overall reliability of an alloy can be greatly affected by the microstructure and this should be taken into consideration when choosing an alloy. The size and number of Ag3Sn plate‐like intermetallics can affect the reliability as they act as a site for crack propagation.
Hydrocarbon fluxes for ionic compound free soldering: improvement by peroxide additives
Authors: Miyake Toshihiro , Ishida Masaru , Inagaki Satoshi 
Published: September 2008

PurposeThe paper aims to focus on lowering the soldering temperature of ionic compound free soldering using 9,10‐dihydroanthracene as a hydrocarbon flux.Design/methodology/approachThe ability of 9,10‐dihydroanthracene to reduce cupric oxide in the presence of peroxides including tert‐butyl peroxybenzoate, tert‐butyl cumyl peroxide, tert‐butyl peroxide was investigated. The applicability of 9,10‐dihydroanthracene in the presence of peroxides as ionic compound free flux reagents was experimentally examined in the soldering of pre‐oxidized copper electrodes under practical conditions.FindingsThe ability of 9,10‐dihydroanthracene for the reduction of cupric oxide powder under argon atmosphere at 300°C for 120 s was found to be improved in the presence of tert‐butyl peroxybenzoate. The highest reducing ability of 9,10‐dihydroanthracene in the presence of tert‐butyl peroxybenzoate among the peroxides was in agreement with the lowest homolytical O–O bond dissociation energies of the peroxides calculated by the theoretical calculation. 9,10‐Dihydroanthracene in the presence of tert‐butyl peroxybenzoate showed the highest soldering efficiency under practical conditions (soldering temperature: 300°C) and sufficient reliability in the environmental testing.Originality/valueThe findings demonstrate that peroxide additives improve the applicability of 9,10‐dihydroanthracene as ion free soldering even under practical conditions.
Generational differences in work values: a study of hospitality management
Authors: Chen Po‐Ju , Choi Youngsoo 
Published: September 2008

PurposeWhile many studies focusing on work values have been conducted, few of them were specifically focused on generational differences within the hospitality context. This study aims to explore the structure of hospitality management work values and the perceived differences among three generations of managers and supervisors in the hospitality industry.Design/methodology/approachA survey of 398 managers and supervisors from hospitality organizations in the USA was conducted.FindingsA total of 15 work values were identified along with their hierarchical order. A four‐dimensional (comfort and security, professional growth, personal growth, and work environment) work value structure shared by hospitality workforce and generational differences in work values of the hospitality industry were found.Research limitations/implicationsThe findings of this study are limited to a managerial workforce of the hospitality industry in a US tourism destination.Practical implicationsImplications are drawn for industry to recruit and retain the managerial workforce using strategies designed to meet the preferences and needs perceived by three generations of managerial workforce.Originality/valueThere are three unique contributions: the uncovering of different priorities in work values across the three‐generation hospitality managers; the revelation of the four underlying dimensions of the structure of work values that represent the uniqueness of work values perceived by the hospitality managerial workforce; and the discovery of generational differences in work values in two of the four dimensions (i.e. personal growth and work environment) and the generational preference shift. These findings might contribute to the justification for different recruitment and retention strategies among various sectors of the hospitality industry according to generational value shifts.
Multi‐unit managers: training needs and competencies for casual dining restaurants
Authors: Rivera Manuel , DiPietro Robin B. , Murphy Kevin S. , Muller Christopher C. 
Published: September 2008

PurposeThe purpose of this paper is to determine differences in perceived needs of training among multi‐unit managers (MUMs) in a large casual dining restaurant organization.Design/methodology/approachCase study methodology was used to survey a group of 71 MUMs in one organization regarding characteristics of their job. There were a total of 52 respondents for a 74.65 percent response rate. A pair‐wise comparison was used to measure the difference in perceived training needs, followed by a stepwise regression to indicate the relationship between the perceived need for training and the MUM competency levels on their current jobs.FindingsThis study found significant differences between the perceived need for training in the current job or to get promoted in areas such as finance and control, marketing and promotions, and human resources. In addition, the perceived need of training in human resources influences how competent and confident multiunit managers feel with regards to doing their job or in being promoted to the next level of supervision.Research limitations/implicationsThis research is developed as a case study focused on all the MUMs from one of the top 400 restaurant chains in the USA.Practical implicationsThe knowledge obtained from this study will help multi‐unit restaurant organizations in the development of training and development programs and on human resource practices across organizations.Originality/valueThis paper offers insights into how casual dining restaurant MUMs have evolved from “task master” to “people developer” in their organizational roles.
Applying customer equity to the convention industry
Authors: Severt Kimberly S. , Palakurthi Radesh 
Published: September 2008

PurposeThe purpose of this study is to determine the value a convention center provides its customers, the brand the center offers, and the importance of the customer/business relationship. Value, brand, and relationship equity (RE) are components of customer equity (CE).Design/methodology/approachInterviews were conducted with meeting planners related to their experiences with top‐tier convention centers in the USA.FindingsMeeting planners confirmed value equity (VE) as the most important in the customer to business exchange. RE followed with brand equity (BE) as the least important of the three. Meeting planners identified the sub‐drivers of VE as location, quality and price received from the convention center. BE sub‐drivers included: reputation and the awareness of the convention center. RE sub‐drivers included: the interactions, responsiveness, and special treatment received from the convention center personnel. A CE model is presented.Practical implicationsThe application of the CE model to the convention center's strategic planning process can provide a roadmap for increasing CE across value, brand and relationship activities.Originality/valueThis is the first study to identify the drivers and sub‐drivers of CE in the convention industry.
Hospitality in hospitals?
Authors: Severt Denver , Aiello Taryn , Elswick Shannon , Cyr Cheryl 
Published: September 2008

PurposeThe purpose of this paper is to explore an organization‐wide philosophy of hospitality in a hospital setting.Design/methodology/approachAn exploratory case study method approach matched the research purpose. First, a hospitality centric philosophy (HCP) was defined from the literature review. Next, a triangulation of unstructured visits, structured visits and key informant interviews is used to further explore a HCP in one organization. After this, the hospitality centric programs (HCPr) supporting the HCP are defined, identified, described and classified.FindingsA fairly distinct HCP viewed as a method for enhancing service excellence was in place and supported by top management. The hospital aimed to offer hospitality to patients on par with the hospitality experience offered to hotel guests. A department of hospitality services, a service excellence council, a director of service excellence, and an external hospitality advisory board were in place and met regularly. Further, many formalized HCPr had been created for the execution of the HCP.Practical implicationsThe researchers believe that an effectively managed HCP can be modified by culture to enhance the service excellence of the patient/guest experience in hospitals and in the hospitality industry. For hospitals, further enhancements can be realized through developing and executing hospitality centric goals aligned with the performance metrics beyond traditional competition boundaries, such as a hospital seeking to deliver a service experience on par with a hotel. For more traditionally defined hospitality businesses, the extreme context of a hospital where the importance of hospitality is magnified due to treating and caring for sick guests offers a different frame of reference for learning. This new frame of reference can lead to more cutting edge ideas for refining and customizing the service design and delivery. For both hospitals and hospitality businesses, putting in place an HCP with the appropriate organizational support through HCPr allows for more precise information and thus improved service outcomes.Originality/valueAn HCP is defined and acknowledged as a distinct organization‐wide philosophy for enhancing service excellence that is applicable across industries. An HCP is demystified through investigating hospitality centric goals, identifying organizational support teams that solely consider HCP, and through further specifying examples of HCPr for activating the HCP. Finally, the study suggests hospitality centric service excellence (HCSE) as a higher distinction of service excellence outcome that is more likely to be achieved through a HCP.
Golf and club entry level management competencies
Authors: Fjelstul Jill , Tesone Dana V. 
Published: September 2008

PurposeThe purpose of this study is to determine competency expectations for entry level supervisory employees in the golf and club management industry.Design/methodology/approachThe study was conducted with members of a Chapter of the Club Managers Association of America. A 20‐question survey was developed for the study to identify desired competencies to be acquired by the next generation golf and club management professional. The survey was distributed electronically.FindingsCompetencies identified for entry level golf and club management positions were similar to those required for current effectiveness of club managers already in practice and comparable to the more recognized hospitality industries of restaurants and hotels. The findings also demonstrate the overall impressions of practitioners concerning levels of preparation for entry level positions in the industry.Practical implicationsThe paper presents conclusions and suggestions for collaborative initiatives aimed at improving the preparation of individuals for successful entry into hospitality and tourism industry employment.Originality/valueThe golf and club management industry is challenged by an insufficient number of qualified applicants for management vacancies. The research offers new approaches to recruitment and development of entry level managerial candidates.
WACC as the touchstone performance indicator
Authors: Jung Hyung‐Il 
Published: September 2008

PurposeThe purpose of this paper is to propose a simple framework to help practitioners to analyze and evaluate their performance more accurately and easily from the perspective of value adding concept.Design/methodology/approachThe proposed framework separates management and operations into two different functions in the flows of capital investment and return. This paper suggests the application of the concept of Du Pont ratio (disaggregation of return on asset) for operators to address their true value driver along with the use of the weighted average cost of capital (WACC) as the benchmark for performance.FindingsThe paper stretches the concept of economic value added into two different tiers of a business organization – operations and top management. This framework can be institutionalized to evaluate operations and management more effectively from two different business dimensions – ROS and asset turnover. Industry practitioners can adopt the concept and develop it further accommodating their unique business situations. Multi‐unit operators can put the performance records of individual units this way for further analysis and improvement. At the same time, the entire company's performance can be put into two different dimensions for more effective analysis – operations and top management.Research limitations/implicationsAs a conceptual paper that proposes a framework, this paper does not provide empirical data analysis. However, the framework is designed using a set of simple financial ratios that are commonly used in the industry.Practical implicationsAs a generic framework, all segments of the hospitality industry can adopt this approach to evaluate their performance. The range of application can cover from individual units to an entire corporation.Originality/valueThis paper suggests specific application of financial ratios to separately evaluate the performance of operations and top management by proposing the use of WACC as a benchmark.
Investigating the “new product acceptance function” in Greek enterprises
Authors: Salamoura Maria , Angelis Vasilis , Kehagias John , Lymperopoulos Constantine 
Published: September 2008

PurposeThe purpose of this paper is to provide insights into the relationship between quality and accessibility, as selective influencing parameters of new product acceptance for Greek, fast moving, and consumer products.Design/methodology/approachThe data for this study come from a mail questionnaire sent to 680 executives operating in Greek enterprises, by using a combination of sampling criteria (advertising budget, turnover). Non‐parametric tests (Wilcoxon, Spearman, Kruskal‐Wallis and Pearson χ2) were used, together with descriptive measures to test the hypotheses.FindingsThe results indicate that quality (usage/support) is a more important factor than Accessibility (economic/physical) in the formation of a “new product acceptance function”. Furthermore, usage quality is more important than support quality, while economic accessibility is more important than physical accessibility.Research limitations/implicationsThe research limitations refer to the fact that the justification of the hypotheses in connection with the executive‐based approach followed has not been found to have any precedents. In addition, a multi, rather than single, source identification process was used for the new product acceptance factors.Practical implicationsFor marketers, research of the conceptualization of the “acceptance function” acts as a basis for building a new products' marketing plan focused on the consumer, in a way which reflects the company characteristics, as well as the particular market conditions.Originality/valueThis paper is exploring new ground in that it isolates and examines the substitution between quality and accessibility as selective influencing parameters of acceptance for new fast moving consumer goods in Greece.