bluuebunny/crossref_metadata_2025_split huggingface dataset:
Older adults' perceptions and understanding of direct‐to‐consumer advertising
Authors: Jones Sandra C. , Mullan Judy 
Published: June 2006

PurposeThis paper aims to investigate older consumers' perceptions of the effects of direct‐to‐consumer advertising (DTCA), their views on the amount and type of information that should be provided, and their understanding of information typically contained.Design/methodology/approachParticipants were 97 adult members of a social/education group, aged 55 to 87, who completed a questionnaire during the group's usual weekly meeting. There were four versions of the questionnaire; two types of medication (arthritis versus diabetes) and two ad formats (short versus long).FindingsThere was little difference between the versions in the accuracy of participants' recall of key pieces of information, suggesting that providing additional information may convey little additional benefit. Participants reported limited perceived benefits of DTCA, and expressed concern that DTCA may cause people to ask their doctor for inappropriate medicines, rely more on medicines to solve their health, and become more confused.Practical implicationsThis study suggests that there is a need to consider consumers' perceptions of benefits and costs of DTCA when deciding whether to introduce it (e.g. in Australia) or remove it (e.g. New Zealand). Further, at least for older consumers, providing large quantities of information may increase cognitive demands without producing additional benefits.Originality/valueThe majority of previous studies of DTCA have used either student samples (with manipulated salience of information) or general population surveys. This study utilised a sample of older adults, including 55 per cent with arthritis and 13 per cent with diabetes. Further, as this study used US ads with an Australian population, one can be confident that participants' knowledge of the medications was purely from the ads read and not from previous exposure.
The butterfly effect: estimating “faux‐new” customers
Authors: Schumacher Norbert 
Published: June 2006

PurposeThis paper sets out to explore how the principles developed by Sir Ronald Aylmer Fisher, FRS (1890‐1962), a gifted British evolutionary biologist, geneticist and statistician, can be applied in today's retail environment to estimate new customers becoming visible through your loyalty or database marketing program – customers whom we like to call “faux‐new” customers. Here, we have used the word “faux” to mean “fake” or “false” – customers who look new in the next month (because we did not observe them in the first month), but are indeed customers (because they made a purchase before the first month, a month for which we do not have data). That is, there are “faux‐new” customers and “actual‐new” customers whom we will observe in the second month.Design/methodology/approachThe paper uses data and statistics from numerous loyalty‐marketing programs to support its conclusions. It investigates a technique discussed by R.A. Fisher in counting species and applies the technique toward counting customers. It showcases the Poisson distribution assumption in modeling customer frequency of purchases.FindingsThe study found the technique to be robust against a large real‐world data set: the technique was predictive despite some dubious assumptions.Practical implicationsWhen statisticians and marketers attempt to estimate new customer growth rates, they must be careful. It is tempting to estimate the monthly growth in your customer base by observing the number of customers in July, and then observe the number of “new” customers in August. In this case, however, the results would be overestimated. Many customers who transacted in August but not in July are not actually “new” customers – they are “faux‐new” customers. They could very well have transacted in April (assuming that one does not have the luxury of observing months before July). To estimate the actual number of new customers, it is necessary first to need to strip out the number of customers that were estimated “zero‐purchase,” or “faux‐new,” customers in July.Originality/valueThis paper explores innovative statistical techniques for marketers and business analysts who estimate customer growth based on multiple periods of customer transactions.
Supporting children and teens after school: a library approach
Authors: Cassell Kay A. , Walther James H. 
Published: June 2006

PurposeTo report on New York Public Library's implementation of the Learning in Libraries initiative, which has the goal of serving New York City's children and teens more effectively.Design/methodology/approachBreaks the initiative down into phases, describing each phase with its goals and outcomes. Includes descriptions of what was needed for the project, and how initiatives were vetted for implementation.FindingsOverall, youth participation at the library increased between 4 and 15 percent, with the number of books read increasing between 1 and 34 percent. The greatest increase in participation was with teens, who had not been included in previous outreach initiatives.Originality/valueDocuments the process of developing a new library initiative and implementing it system‐wide.
Advancement 101: beginning a program at an American research library
Authors: Galyean Thomas W. 
Published: June 2006

PurposeThe purpose of this article is to share the experience the University of Texas Library gained in starting up its development program.Design/methodology/approachUsing the examples learned at the University of Texas Library, an outline is presented in how one academic library successfully began a development program.FindingsThe academic enterprise of the University of Texas Libraries appeared strong based on its national rankings and the relationships built and stewarded between the heads of each branch library and the colleges they serve. Weaknesses and threats included a tiny portfolio of individual giving prospects and no primary management of corporate or foundation prospects. Beginning the advancement program meant establishing a prominent advisory council, launching a public affairs campaign, and crafting a comprehensive advancement plan for the benefit of all branches of the University of Texas Libraries.Originality/valueThe key to realizing early success is careful planning, building good relationships with the university's central development office and colleagues across campus, and working in the context of a compelling vision set by the leadership at the top of the organization.
A comparison of level of discrimination directed at academic staff in a Turkish and an Azerbaijani university
Authors: Halici Ali , Kasimoglu Murat 
Published: June 2006

PurposeThe aim of this study is to understand the level of discrimination against academic staff in a Turkish and an Azerbaijani university. This research is the last stage of a four‐stage study.Design/methodology/approachIn the first part of the study, the areas of discrimination in universities were determined using approaches related to general discrimination mentioned in the literature. In the second part, a survey was developed to measure the areas of discrimination determined by ethnographic research. In the course of the third part of the study, the discrimination level directed at academic staff in higher education in Turkey was determined. In this last part of the research, the discrimination level in Azerbaijan is analyzed and compared with the results gathered in Turkey. In order to increase the rate of reply to the survey questions, a web page was included in the Baskent University web site (see www.baskent.edu.tr/ ∼ anket) which targeted people were asked to reply to. A total of 220 instructors – 98 of whom were Turkish and 122 Azerbaijani – replied to the survey.FindingsFor each factor, the averages of academic staff were obtained, the difference between averages was determined, and the significance of the differences between averages was tested. Although the results show that Azerbaijani instructors face more discrimination, the average response of Turkish instructors is not low and should not be ignored.Originality/valueThe basic problems that instructors come across occur because of a lack of professional management principles and the classical characteristics of the organizational structure.
Strategies for the cooperation of educational institutions and companies in mechanical engineering
Authors: Kettunen Juha 
Published: June 2006

PurposeThe purpose of this study is to analyse the strategic planning of the Centre for Mechanical Engineering, which is a joint venture of educational institutions and companies in Southwest Finland.Design/methodology/approachThe paper presents the strategies of focus and cost efficiency and how the selected strategies can be adjusted according to the Centre's place in its life cycle. The initial phase of the Centre emphasises the importance of a growth strategy.FindingsThe strategies are described using the balanced scorecard approach, which allows organisations to articulate and communicate their strategies to their employees and stakeholders.Originality/valueThis study contributes to the knowledge and practice of implementing strategies in higher education. An example is presented of how strategy can be described using a strategy map.
Quality performance assessment as a source of motivation for lecturers
Authors: Andreu R. , Canós L. , de Juana S. , Manresa E. , Rienda L. , Tarí J.J. 
Published: June 2006

PurposeThe purpose of this paper is to present findings derived from research work carried out by a team of six university lecturers who are members of a teaching quality improvement network. The aim is to increase the motivation of the lecturers involved, so that better performance can be achieved, and the teaching‐learning process enriched.Design/methodology/approachThree complementary performance measures are used: students' active participation; lecturers' personal reflections; and lecturer peer‐to‐peer assessment.FindingsThese tools have provided the teaching staff with information about their strengths and weaknesses, as a consequence of which they have learned to deploy their skills inside the classroom and prepare their subjects more effectively. In this way, it is shown that the public teaching system can assess the potential of its human resources, and increase their motivation.Originality/valueFrom an institutional point of view, performance quality assessment practices can also help to design training and development programmes that adapt the individual needs identified to the educational goals of today's universities.
The customer concept in welfare administration: front‐line views in Jobcentre Plus
Authors: Rosenthal Patrice , Peccei Riccardo 
Published: June 2006

PurposeAims to analyse the reactions of front‐line staff to the use of the “customer” label in Jobcentre Plus, the new agency charged with structural and cultural reform of benefit administration in the UK and to highlight some key challenges and possibilities faced by “new public management” reformers in attempts to re‐present recipients of public services as customers.Design/methodology/approachData are drawn from semi‐structured interviews with 39 front‐line workers in 14 public offices, conducted as part of the second phase of a study on staff perceptions of the Jobcentre Plus reform.FindingsThe majority of those interviewed reported awareness of and agreement with the customer label. More substantive views point to the ambiguous and shifting meanings applied by public sector workers to the customer roleper se, and to its complex and multifaceted application to the Jobcentre Plus context.Research limitations/implicationsProvides a systematic account of front‐line workers' attitudinal reactions to the incursion of the customer concept. However, the impact on users of the system is a question for further research.Practical implicationsIdentifies a set of possibilities and challenges inherent in attempts to manage relevant cultural change amongst the front‐line of public service provision.Originality/valueProvides a systematic account of the views of front‐line workers to the customerisation of public service provision, an issue of interest both to researchers and to practitioners.
Why public sector reform does not transform
Authors: Jones Glyn 
Published: June 2006

PurposeThe paper proposes to look at the transformational strategies undertaken in relation to the 1989‐1997 French administrative reform process and to examine their impact on the ministerial field services through using Burgelman's “model of the interaction of strategic behaviour, corporate context and the concept of strategy”.Design/methodology/approachEmpirical research was carried out in a field service of the French Education Ministry with the presentation of the findings being structured around Burgelman's criteria for autonomous strategic behaviour. These criteria – operational slack, project champion, circumvention of the structural context and organisational champion – provided a mechanism to assess whether operational and institutional factors at field service level impeded or facilitated moves towards a more managerial logic of appropriateness as envisaged by the reform programmes during this period.FindingsThe explanatory insights of Burgelman's model show how the resilience of traditional institutional features minimised the transformational impact of the reforms.Research limitations/implicationsBurgelman's model is able to facilitate a greater understanding of the 1989‐1997 French administrative reform process through identifying those conditions conducive to micro‐organisational actors exercising greater autonomy in their operational management. In this way, the organisational dynamics that constrained the transformational impact of the reforms could be highlighted and an explanation provided of why the respective reform programmes had minimal effect at field service level.Originality/valueThe paper will be of relevance to those interested in the effect of the new public management agenda on national administrations in Europe and the applicability of private sector models in affording explanatory insights into such processes of change.
Testing performance
Authors: McGill Ronald 
Published: June 2006

PurposeThe purpose of the paper is to outline a practical perspective for testing performance in the process of institutional reform in developing countries.Design/methodology/approachThe test is presented from a donor's perspective. The paper does so by introducing a framework for testing the sustainability, impact and replication of reforms, to achieve local development. These areas of performance are set against the institutional development agenda of structures, processes and contextual reforms. The test goes on to highlight the sustainable outcomes and institutional consolidation of such reforms. This is considered at community, local and central government levels.FindingsTesting performance is an important part of United Nations Capital Development Fund (UNCDF) practice. Its current concerns for sustainability and policy impact are being enhanced by a more explicit connection between institutional reform, through decentralisation, and poverty impact.Practical implicationsThe concepts outlined are designed to be of application to a donor concerned with seeking to achieve decentralisation through local development initiatives. The paper's value is as a reflection of current UNCDF policy experiments in the least developed countries (LDCs). These experiments are designed to enrich its practice and influence its partners in the field.Originality/valueThere are few normative frameworks for testing performance on institutional reform. This test is particularly acute in the LDCs, the primary focus for UNCDF work. This technical paper is an attempt to develop a framework to allow donors to test their own work concerning institutional reform, particularly at the local government level.
Quality improvement in governmental services
Authors: Edvardsson Bo , Enquist Bo 
Published: June 2006

PurposeThe purpose of this paper is to explore the role of change pressure exerted by the “market” on governmental services in quality improvement processes. Two research questions are investigated. How can the role of external pressure exerted by customers and users, for quality improvement, be described and understood in governmental services? How can we understand the internal response (to external pressure exerted by customers and users, for change and quality improvement) as a strategic and cultural process?Design/methodology/approachThis study focuses on two main levels: the operational level, where we analyse how the service offerings (or concepts) are designed to meet the needs (and changing needs) of the customers/citizens, the design of the service process, and the formation of the service system in terms of resources, organisational structure and culture; and the strategic level, where we analyse the interdependence between service strategy and service culture. Three cases originating from governmental services in Sweden form the empirical basis for the study.FindingsFirst, the service concept must be in line with, and match, the target group to be served. If there is a gap the organisation will have an inherent quality problem. The second lesson is that the service process must be understood and accepted by both the employees and the users/customers. The results show that a lack of flexibility is a common reason behind quality problems. Involving customers more is one way of designing more flexibility. The third lesson is that the service system is also a question of the norms and values forming the basis for a service culture that supports the service process.Research limitations/implicationsThe article is based on just three cases from one country. More case studies are needed, and in different cultural contexts.Practical implicationsThe pressure for change exerted in governmental organisations is not very different when compared to commercial service companies. Customers are most often the same people, with the same – or similar – needs, expectations and requirements. Quality is assessed in more or less the same way. The differences seem to surface when we take into consideration how external changes exert pressure for change within the organisation, and in the design and delivery of governmental services.Originality/valueThis article contributes to a theoretical point of departure for describing and analysing service quality improvement in a dynamic perspective, where both the key aspects of service strategy and service culture are taken into consideration. The empirical study shows that the framework is useful and produces fruitful empirical findings.
The effects of total quality management practices on employees' work‐related attitudes
Authors: Karia Noorliza , Hasmi Abu Hassan Asaari Muhammad 
Published: June 2006

PurposeThe purpose of this paper is to examine the impact of total quality management (TQM) practices on employees' work‐related attitudes, such as job involvement, job satisfaction, career satisfaction, and organizational commitment.Design/methodology/approachThe paper proposes and tests 16 hypotheses on the relationship between TQM practices and work‐related attitude.FindingsThe results indicate that training and education have a significant positive effect on job involvement, job satisfaction, and organizational commitment. Empowerment and teamwork significantly enhance job involvement, job satisfaction, career satisfaction, and organizational commitment. Continuous improvement and problem prevention significantly enhance job satisfaction and organizational commitment. Customer focus does not contribute to job involvement, job satisfaction, career satisfaction, or organizational commitment.Research limitations/implicationsThe study was unable to evaluate the wider dimensions of TQM practices.Practical implicationsManagers should be aware that TQM practices have a positive effect on employees' work‐related attitudes (such as job involvement, job satisfaction, career satisfaction, and organizational commitment).Originality/valueThe paper focuses on TQM in practice, rather than on TQM in theory and/or TQM as organizational change.
A longitudinal study of the ISO 9000 (1994) series' contribution towards TQM in Greek industry
Authors: Gotzamani Katerina D. , Theodorakioglou Ypatia D. , Tsiotras George D. 
Published: June 2006

PurposeThe purpose of this paper is to identify the effect of time on ISO 9000's contribution to total quality management and performance improvement.Design/methodology/approachInitial empirical research was conducted in Greek certified companies to evaluate their motives for certification and the benefits gained from it across eight basic total quality management (TQM) categories. The results of the survey verify the hypothesis that ISO 9000 certification can serve as a good first step towards TQM, since performance improvement is statistically significant in all TQM‐related issues. However, in order for ISO 9000 certification to serve as a good first step towards TQM, performance improvement should continue to grow even after certification. For this reason, a second survey was carried out in the same companies after a three‐year period.FindingsThe results prove that although the standard's implementation helps companies to achieve an initial improvement in their quality performance, it cannot guarantee that this improvement will continue after certification.Research limitations/implicationsFuture research should focus on the contribution of the new ISO 9000:2000 series and its ability to re‐boost performance improvement in certified organisations.Practical implicationsThe paper shows that ISO 9000 certification can be used as the “first” but not the “last” step towards quality improvement. Although the standard's implementation helps companies to achieve an initial improvement in their quality performance, it cannot guarantee that this improvement continues after certification.Originality/valueThe paper provides a longitudinal study of ISO 9000's contribution to TQM and operational performance improvement.
Obstacles to the creation of attractive quality
Authors: Lilja Johan , Wiklund Håkan 
Published: June 2006

PurposeThe purpose of the paper is to contribute to the solution, and understanding, of the current lack of activity concerning the development of practices, such as engineering methods, for the creation of attractive quality. The current situation is clearly problematic given the important positive effects assigned to attractive quality in the literature.Design/methodology/approachFirst, different descriptions of attractive quality are examined in order to determine whether there is a common understanding of the concept. Second, the ability to manage attractive quality creation in accordance to a proactive ideal is approached by an examination of the current ability to predict the occurrence of attractive quality.FindingsTwo obstacles that currently hinder the development of practices for attractive quality creation are identified. The first obstacle is the diversity of meanings given to the concept of attractive quality, resulting in confusion about what to obtain. The second obstacle identified is the current lack of valid explanations to the occurrence of attractive quality, resulting in an inability to develop proactive practices.Practical implicationsThe practical implications of bringing attention to, and overcoming, the two obstacles identified will potentially be substantial. A common attractive quality concept and valid explanations to the occurrence of attractive quality will constitute an essential base for the successful development of practices, such as engineering methods, for attractive quality creation.Originality/valueThe paper contributes via the identification of two critical areas in need of intensified attention and future research in order to facilitate the sought‐after development of practices for the creation of attractive quality.