bluuebunny/crossref_metadata_2025_split huggingface dataset:
Sorry for your loss, now when will we be paid? Customer service after death of a customer
Authors: Taylor Quilliam Elizabeth 
Published: August 2008

PurposeThe purpose of this paper is to explore how retail organizations serve heirs attempting to settle estates, suggesting that companies providing minimal customer service risk driving away future business, while those companies that seek solutions to ease the estate settlement process can acquire new customer relationships from heirs and beneficiaries.Design/methodology/approachThe paper provides examples of companies that adhere to strict rules, minimal service, or emphasis on cost reduction, comparing them to companies with more flexible and compassionate approaches to estate settlement.FindingsAn approach to customer service centered on meeting customer needs can enhance an organization's reputation. By contrast, those reliant on rigid policies risk losing long‐term business opportunities.Practical implicationsCompanies can gain new customer relationships by improving the way they handle estate claims and provide service to executors, administrators, heirs, and beneficiaries. Financial services companies in particular stand to acquire new customer relationships from the forecasted large generational wealth transfer.Originality/valueThe paper provides guidance for improving customer service when settling estates, and argues that companies that do not seek positive ways to ease the difficulties in dealing with financial matters at death ignore the basic directives of a marketing perspective.
Girls and Technology: What Public Libraries Can Do
Authors: Farmer Lesley S.J. 
Published: August 2008

PurposeThe purpose of this paper is to assess how public libraries can help girls to learn and practice technology skills.Design/methodology/approachThe paper discusses why girls are under‐represented in technology careers and successful public library programs aimed at solving this problem.FindingsEven though the majority of internet users are females, girls tend to under‐value technology. Girls relate differently to technology from boys, and are often disadvantaged. Public libraries can provide opportunities for girls to learn and practice technology skills.Originality/valueThis meta‐synthesis of research and best practices provides guidelines for public librarians to help girls become more technologically literate. Recommendations include: offering choices, facilitating girl planning, encouraging collaboration, providing active and hands‐on learning, and incorporating career exploration.
Strategic value and electronic commerce adoption among small and medium‐sized enterprises in a transitional economy
Authors: Saffu Kojo , Walker John H. , Hinson Robert 
Published: August 2008

PurposeThis paper sets out to examine the relationship between the perceptions of the strategic value of e‐commerce and e‐commerce adoption among 107 owners/managers of small and medium‐sized enterprises (SMEs) in a transitional economy, Ghana.Design/methodology/approachThe membership of the top 100 Ghanaian businesses, called the Ghana Club 100 (GC 100), and non‐traditional exporters (NTEs) was surveyed using a structured questionnaire in face‐to‐face interviews. Principal axis factoring with varimax rotation was employed to identify and estimate the constructs in the model, followed by an exploratory factor analysis to test for the inclusion of all items in the model. Finally, canonical analysis was employed to study the interrelationships among the sets of multiple dependent and multiple independent variables. By so doing control for moderator effects existing among various variables was effected.FindingsOrganizational support was the strongest predictor on the perceived strategic value (PSV) construct, followed by managerial productivity, and decision aids. Perceived usefulness, compatibility, external pressure and organizational pressure were found to be statistically significant determinants of e‐commerce adoption. These findings are consistent with prior studies. Additionally, it was found that ease of use was also influential in the e‐commerce adoption decision of Ghanaian SMEs.Originality/valueThe study shows the value that SME owners/managers in a transitional economy place on e‐commerce, and the role envisaged for it. The study also provides an insight into the e‐commerce adoption in a transitional economy context. Owners/managers of SMEs in other developing countries may find the study useful in making decisions relating to e‐commerce adoption. The impact of the perceptions of e‐commerce and e‐commerce adoption on firm performance in transitional economies is a worthy area for future research. Replication of the study in other transitional economies is therefore warranted.
Sector reputation and public organisations
Authors: Luoma‐aho Vilma 
Published: August 2008

PurposeEconomic pressures and rising stakeholder expectations have led public sector organisations to measure their reputation. The paper aims to highlight the importance of reputation for the public sector, define sector reputation and report findings on a quantitative study of sector reputations of four different types of Finnish public sector organisations.Design/methodology/approachInspired by stakeholder theory and the value of organisational reputation, a quantitative survey of stakeholder assessments on reputation was carried out in the 12 organisations from the field of the Finnish Ministry of Social Affairs and Health in 2003. The organisations represented four sectors: research, authority‐functions, semi‐commercial functions and legislation. Survey data were first analysed with factor analysis to form five reputational factors for public sector organisations. Further analyses were carried out to compare differences between the organisational types and groups of stakeholders (analysis of variance) and to define the part of the different stakeholders (cluster analysis) for sector reputation.FindingsThe paper distinguishes between two major sector reputations: flexible and bureaucratic public sector organisations. Those organisations with more traditional functions (legislation and authority functions) are by reputation labelled bureaucratic, whereas those with more modern functions (research and semi‐commercial functions) are by reputation more flexible. These findings give insight into the strengths and weaknesses in the reputation of different types of public sector organisations, and hence contribute to the body of literature on strategic management of public sector organisations.Research limitations/implicationsThough the concept of sector reputation is universal, the contents of sector reputations are culturally bound. The study was conducted on Finnish public sector organisations, so the results could best be generalised to other Nordic countries. Moreover, reputation is an artificial concept based on stakeholder assessments and perceptions, and does not measure reality as such, though it is associated with stakeholder behaviour.Practical implicationsThe results of the paper point toward rather stable, yet specific sector reputations. Knowing the reputational strengths and weaknesses of each type of public sector organisation provides a deeper understanding of how stakeholders perceive different types of organisations, and hence enables suitable allocation of public resources.Originality/valueThe paper will contribute to both theory and practice by addressing the concept of reputation for public sector organisations as well as providing new results on sector reputation. The paper will be of interest to those searching for ways to measure the effectiveness of public sector organisations as well as to those interested in stakeholder relations and strategic management.
With all due respect to the board
Authors: Prescott James 
Published: August 2008

PurposeThe purpose of this paper is to offer a reflection on what evidence might be persuasive, powerful, and influential in decision making.Design/methodology/approachFictional poem.FindingsMeditation on the way that we decide what to do, account for it, be responsible for it to others, and be accountable to them.Research limitations/implicationsStimulates thought about how organisations construct an agreed set of terms and language for measuring progress and organising accountability.Originality/valueAn individual comment on assessing what language is appropriate for building organisations.
The role of expectations in patient assessments of hospital care
Authors: Bakar Coskun , Seval Akgün H. , Al Assaf A.F. 
Published: August 2008

PurposeThe aim of this paper is to document a study, in which the SERVQUAL scale was used to evaluate hospital services, conducting a preliminary assessment of patient attitudes regarding the important aspects of service dimensions.Design/methodology/approachThe SERVQUAL scale was implemented into routine use at the Baskent University Hospitals Network in Baskent, Turkey. The study consisted of 550 randomly chosen patients who presented to any member hospital in that network during January and February 2006 and received treatment as inpatients or outpatients at those healthcare facilities. The SERVQUAL scale was utilised to evaluate hospital services.FindingsA questionnaire was completed by a total of 472 (86.0 per cent) patients. The perceived scores of the patients were higher than expected for an ordinary hospital but lower than expected for a high‐quality hospital. The highest difference between the perceived service score and the expected service score was found at the Alanya Application and Research Center in Alanya, Turkey.Originality/valueThe paper demonstrates the use of the SERVQUAL scale in measuring the functional quality of the hospitals assessed.
Health‐related quality of life measurement
Authors: Sajid M.S. , Tonsi A. , Baig M.K. 
Published: August 2008

PurposeThe purpose of this article is to discuss the value of health‐related quality of life (HR‐QOL) measurement and describe its development with a few examples.Design/methodology/approachThe methodology is a literature review of various articles published in the last 25 years on health‐related quality of life.FindingsHR‐QOL tools are health status instruments, which are utilized to assess the changes in the health status of patients. These surveys are of increasingly importance as healthcare providers are challenged to justify treatment approaches and rationale for any intervention. Objective criteria can be used to determine whether there is clinical evidence of disease. However, the impact of disease on the individual's life is not included in such a clinical assessment. The use of validated and reliable health instruments is directed at measuring this impact in a reproducible and valid fashion. In patient‐centred research, “experimental” conditions are constantly changing because human beings with values, feelings, perspectives and social relationships are being treated. It is especially important to use valid measurement tools when assessing these impacts.Originality/valueThis article is written from the authors' own experience and knowledge and adds those benefits to the literature already available.
Clinical incident reporting: wrong time, wrong place
Authors: Renshaw Mark , Vaughan Craig , Ottewill Mel , Ireland Alan , Carmody Jane 
Published: August 2008

PurposeThe aim of this paper is to generate a debate regarding the value of incident reporting in the UK.Design/methodology/approachThis paper critiques the dominant approach to patients in the UK.FindingsIt is suggested that the reliability of health care processes would need to substantially improve before an incident reporting system can have a meaningful impact on patient safety.Practical implicationsGreater benefits in patient safety will be accrued by focusing resources on designing reliable processes rather than the extension of incident reporting.Originality/valueThis paper offers a local perspective on a potentially flawed national strategy.
Anesthesia‐related perioperative adverse events during in‐patient and out‐patient procedures
Authors: Fecho Karamarie , Moore Charity G. , Lunney Anne T. , Rock Peter , Norfleet Edward A. , Boysen Philip G. 
Published: August 2008

PurposeThis paper aims to determine the one‐year incidence of, and risk factors for, perioperative adverse events during in‐patient and out‐patient anesthesia‐assisted procedures.Design/methodology/approachA quality assurance database was the primary data source. Outcome variables were death and the occurrence of any adverse event. Risk factors were ASA physical status (PS), age, duration and type of anesthesia care, number of operating rooms running, concurrency level and medical staff. Data were stratified by in‐patient or out‐patient, surgical (e.g. thoracotomy) or non‐surgical (e.g. electroconvulsive therapy), and were analyzed using Chi square, Fisher's exact test and generalized estimating equations.FindingsOf 27,970 procedures, 49.8 percent were out‐patient and greater than 80 percent were surgical. For surgical procedures, adverse event rates were higher for in‐patient than out‐patient procedures (2.11 percent vs. 1.45 percent; p<0.001). For non‐surgical procedures, adverse event rates were similar for in‐patients and out‐patients (0.54 percent vs. 0.36 percent). The types of adverse events differed for in‐patient and out‐patient surgical procedures (p<0.001), but not for non‐surgical procedures. ASA PS, age, duration of anesthesia care, anesthesia type and medical staff assigned to the case were each associated with adverse event rates, but the association depended on the type of procedure.Practical implicationsIn‐patient and out‐patient surgical procedures differ in the incidence of perioperative adverse events, and in risk factors, suggesting a need to develop separate monitoring strategies.Originality/valueThe paper is the first to assess perioperative adverse events amongst in‐patient and out‐patient procedures.
Inter‐ethnic and labour‐community coalitions in class struggle in Taiwan since the advent of temporary immigration
Authors: Tierney Robert 
Published: August 2008

PurposeThis paper aims to analyse the class dimensions of racism in Taiwan against temporary migrant workers and migrants' efforts to build inter‐ethnic and labour‐community coalitions in struggle against racism.Design/methodology/approachAn important source of data for this study were the unstructured interview. Between September 2000 and December 2005, more than 50 temporary migrants and their support groups in Taiwan were interviewed, specifically about migrants' experiences of racism and their resistance strategies. These interviews were conducted face‐to‐face, sometimes with the assistance of translators. Between 2001 and 2007, some 70 people were interviewed by telephone, between Australia and Taiwan.FindingsIn Taiwan, temporary migrants suffer the racism of exploitation in that capital and the state “racially” categorize them as suitable only for the lowest paid and least appealing jobs. Migrants also suffer neglect by and exclusion from the labour unions. However, migrants have succeeded, on occasions, in class mobilization by building powerful inter‐ethnic ties as well as coalitions with some labor unions, local organizations and human rights lobbies.Research limitations/implicationsThe research raises implications for understanding the economic, social and political conditions which influence the emergence of inter‐ethnic bonds and labour‐community coalitions in class struggle.Practical implicationsThe research will contribute to a greater appreciation among Taiwan's labour activists of the real subordination of temporary migrant labour to capital and of the benefits of supporting migrants' mobilization efforts. These benefits can flow not only to migrants but also to the labour unions.Originality/valueA significant body of academic literature has recently emerged on temporary and illegal migrants' efforts to engage the union movements of industrialized host countries. There is a dearth, however, of academic research on the capacity of temporary migrants to invigorate union activism in Asia, including Taiwan.
Democratic reason and practice: repositioning community aspirations
Authors: Faifua Denise 
Published: August 2008

PurposeThis paper seeks to complement the work on community unionism by arguing criticality is the core human capacity required to convey and share experiences of community.Design/methodology/approachAn over emphasis on historical materialism and a fetish with dialectics in critical theory more generally has had an impoverishing impact on understandings of the democratic reason and practice which offers the potential to reinstate communal values and democratic reason in individuals, organisations and society writ large. More recently, these limitations have led some writers to critically reflect on ways in which to reinstate communal values and democratic reason in individuals and in society writ large.FindingsOnly by conceding to the communal value of criticality and in particular the value of critical consensus in organising and the employment relationship will it be possible to bring community and indeed unions back into play.Originality/valueA crucial point is the shift from conflictive employment relations to a consensus framework but without the loss of democracy. Moreover, this criticality is accessible to both the organisers of unions and to potential members.
A procedure for determining the high‐speed stencil printing performance of solder pastes in an electronic service provider's environment
Authors: Greene Christopher M. , Srihari Krishnaswami 
Published: August 2008

PurposeEnvironmental concerns over hazardous materials being placed in landfills have caused many countries to enact legislation to limit and/or eliminate the use of lead in electronic devices. As a result, the electronics manufacturing industry has undertaken efforts to comply with the legislation. Solder paste is typically used as the joining material between boards and components. The standard solder paste alloy has traditionally been a tin/lead eutectic. Lead‐free should, in theory, have the same functionality as the standard pastes to be utilized as a drop‐in replacement. Typically, solder paste is deposited on to a land pattern site by a stencil printer. In the manufacturing environment, speed and accuracy are desirable characteristics of the stencil printing operation. The purpose of this paper is to determine how fast a selection of lead‐free pastes can be successfully printed.Design/methodology/approachA representative sample of four lead‐free solder pastes containing different alloys was selected. A series of experiments at an increasing print speed was used to deposit these solder pastes on to printed circuit boards and the printed solder volumes were measured. The maximum print speed for each paste was observed and noted for future use.FindingsOf the four alloys selected for experimentation, one emerged to have the most superior performance in terms of high‐speed printability. The speeds for each paste were observed and noted for future use.Research limitations/implicationsExperimentation was performed in an electronics service provider's environment using equipment and materials that were normally used in production.Practical implicationsThe parameters obtained can be used on the manufacturing floor assembling lead‐free products.Originality/valueThe results offer a suggestion (in the form of the parameters that can be utilized) as to what parameters to use in the stencil printing of lead‐free solder paste at high speeds.
Solder paste characterisation: towards the development of quality control (QC) tool
Authors: Durairaj R. , Mallik S. , Ekere N.N. 
Published: August 2008

PurposeThe purpose of this paper is to develop a quality control tool based on rheological test methods for solder paste and flux media.Design/methodology/approachThe rheological characterisation of solder pastes and flux media was carried out through the creep‐recovery, thixotropy and viscosity test methods. A rheometer with a parallel plate measuring geometry of 40 mm diameter and a gap height of 1 mm was used to characterise the paste and associated flux media.FindingsThe results from the study showed that the creep‐recovery test can be used to study the deformation and recovery of the pastes, which can be used to understand the slump behaviour in solder pastes. In addition, the results from the thixotropic and viscosity test were unsuccessful in determining the differences in the rheological flow behaviour in the solder pastes and the flux medium samples.Research limitations/implicationsMore extensive rheological and printing testing is needed in order to correlate the findings from this study with the printing performance of the pastes.Practical implicationsThe rheological test method presented in the paper will provide important information for research and development, quality control and production staff to facilitate the manufacture of solder pastes and flux media.Originality/valueThe paper explains how the rheological test can be used as a quality control tool to identify the suitability of a developmental solder paste and flux media used for the printing process.
The influence of selling behaviors on customer relationships in financial services
Authors: Huang Min‐Hsin 
Published: August 2008

PurposeTo compare the selling orientation (SO) versus customer orientation (CO) selling behavior of a service employee and examine the impacts of SO versus CO behavior on customer relationship quality and retention in financial services selling. Specifically, this research hypothesizes that a salesperson's SO is negatively related to relationship quality while salesperson's CO is positively related to relationship quality.Design/methodology/approachA conceptual framework is proposed that considers customer retention as a consequence, and a service employees' SOCO behavior as an antecedent of, relationship quality. Structural equation modeling techniques are applied to data collected from customers in the two important financial services (insurance and banking) in Taiwan to test the framework.FindingsA service employee with CO approach increases relationship quality while a SO approach decreases relationship quality with customers. Furthermore, relationship quality is verified to positively affect customers' future retention.Research limitations/implicationsAlthough the sample may be representative of the financial industry in general, it is possible that results may vary for specific service industries. Also, the fact that data were collected in Taiwan raises the question of its transferability into other cultural regions.Practical implicationsThe results should lead managers to consider the importance of emphasizing a CO approach when service employees are selling services. This study suggests that service employee training emphasizing CO can add additional value to a company's service offering and influence future retention of the service firms.Originality/valueThis is the first study to completely compare the CO approach with SO approach in a service selling.