bluuebunny/crossref_metadata_2025_split huggingface dataset:
Customer complaints about airline service: a preliminary study of Turkish frequent flyers
Authors: Atalik Özlem 
Published: June 2007

PurposeThis paper aims to identify common complaints made by Turkish frequent flyers related to their program membership.Design/methodology/approachA questionnaire was administered via the internet for the research study reported here. The population consists of 15,000 passengers who are Elite members of the Frequent Flyer Program of Turkish Airlines (THY). For sampling purposes, 2,000 members were randomly selected from the Elite membership in February 2003. Following the survey, 608 usable questionnaires were included in the analysis stage, which represented a response rate of 30.4 per cent.FindingsIn the context of this study of the Elite members of the Miles&Miles program of THY, the common complaints of members fall into five categories. The main concerns are related to the availability of free tickets and upgrades of the flight class, the behaviour of personnel, card ownership issues (e.g. high number of miles needed to retain membership), level and type of priority services offered within the program and the lack of alliances with other airlines.Research limitations/implicationsThe research is limited by the sample – THY is the only airline that provides a frequent flyer program in Turkey. Nevertheless, the findings provide a fresh perspective on the opinions of Turkish frequent flyers about the quality of their particular program.Originality/valueAlthough customer complaints have become increasingly common in many industries, research on this aspect of marketing is not extensive. In particular, studies about the specific complaints of frequent flyers concerning their respective program are limited. This paper will be of interest to executives in Turkey, airline companies with operations in Turkey and researchers interested in international management and marketing practices generally.
Moving on: transferability of library managers to new environments
Authors: Collier Mel 
Published: June 2007

PurposeThe purpose of this paper is to discuss what the main transferable skills of senior library managers are when they move to a different work environment, such as from the academic to the business sector, or from a home country to another, possibly working in another language.Design/methodology/approachThe difference between change of content and change of environment is discussed. The discussion is placed in the author's experience of these sorts of change. The various changes in the author's career are described and the differences between the sorts of change analysed. The key transferable skills in moving into new environments are suggested in conclusion.FindingsMobility into environments with significantly different structures and culture and a foreign working language is on the increase. Greater mobility, globalization and integration in Europe are likely to support this trend. Content and environment are two different aspects of this mobility. The key attributes that a senior manager brings to the new position are management experience, domain knowledge and a different perspective.Research limitations/implicationsThe discussion is based on the author's own experience and observations.Originality/valueThe paper provides an analysis of experience of mobility between sectors, countries and language.
Working across cultures
Authors: Williamson Vicki 
Published: June 2007

PurposeThe purpose of this research is to show a mix of career reflections and personal observations about the decision‐making process of changing employers and countries.Design/methodology/approachThe paper covers some initial impressions of moving, living and working in another country, context and culture. It explores selected issues (some personal and some professional) and addresses the broader question of what factors impact such a move, such as environmental factors that are likely to make an overseas appointment an attractive and challenging career alternative.FindingsWorking in an international context might not be for everyone but those interested in working in another country can take some practical steps to help ensure a smooth transition to a new employer and a new country.Originality/valueProvides a discussion on some important matters which need consideration when changing employers and moving countries. It is based on the personal experiences and observations of the author, who moved from Australia to Canada in 2006.
Managing libraries overseas: some challenges and opportunities
Authors: Jefcoate Graham 
Published: June 2007

PurposeThe purpose of this paper is to set out to give a personal view of potential opportunities and challenges to be considered when taking up senior managerial posts in libraries overseas.Design/methodology/approachThe findings and recommendations in the paper are based solely on personal experience of positions in Germany and The Netherlands. Personal and professional issues are discussed as well as formal considerations and possible cultural differences.FindingsThe paper makes a number of recommendations and stresses the importance of agreeing on key issues/parameters with overseas employers in advance of signing a contract. The paper affirms the value – to both parties – of a library manager from one country taking up a senior post in another.Originality/valueBased on personal experience, the paper provides practical guidance for those considering applications for senior management posts in libraries overseas.
Managing across cultures: the experiences of three Hong Kong academic library directors
Authors: Ferguson Anthony (Tony) , Nesta Frederick , Storey Colin 
Published: June 2007

PurposeThe purpose of this paper is to present the experiences of three western librarians in adapting their management styles for working and living in a new culture.Design/methodology/approachThree university library directors who have been working as expatriates in Hong Kong for 2 to 18 years were asked to comment on their own personal experiences in moving to a new culture, a new language environment, and new management challenges.FindingsMoving to a new culture can be difficult for the expatriate and his family but work environments have many similarities. Developing an understanding of the local professional culture and working within is vital to success.Practical implicationsThe paper presents some guidelines for librarians who may be seeking a career abroad.Originality/valueThere is very little literature on librarians, particularly those in management, who have chosen to continue their careers abroad. This paper provides first‐hand experiences and demonstrates that librarianship shares a certain commonality and that management skills can be adapted to new cultures.
A Scottish enlightenment
Authors: Hayes Helen 
Published: June 2007

PurposeThe purpose of this paper is to describe the experience of working in Scotland as Vice Principal for Knowledge Management and Librarian to the University.Design/methodology/approachThe paper addresses some of the reasons for moving and the differences in approach to the job as well as some of the major library and management milestones achieved. It is also a personal view of the issues that were faced in changing countries and cultures.FindingsThe paper gives some findings on what one might expect by making a move of this kind and hopefully will encourage others to do so too.Originality/valueThe world is increasingly international and more accessible. This paper advocates a more international approach to career development.
Transplanting a Director of Libraries: the pitfalls and the pleasures
Authors: Schmidt Janine 
Published: June 2007

PurposeThe purpose of this paper is to show that library managers are increasingly moving from one country to another as globalization makes its mark. What constitutes good leadership and good management and are the skills and knowledge transferable?Design/methodology/approachThere are cultural differences which must be understood. The cultural differences relate not solely to country or region but also to institutional variations and environments. Outlines the pitfalls and pleasures.FindingsLibrary managers moving from one country and culture and one organization to another require considerable energy, knowledge and skill in making the change.Originality/valueThe pitfalls and the pleasures are outlined – and neither should be underestimated.
Consulting across cultures: librarians and project management in Vietnam
Authors: Robinson Michael 
Published: June 2007

PurposeThe purpose of this paper is to offer a number of reflections based on the personal experience of working as a librarian in Vietnam.Design/methodology/approachThe approach is subjective and is based on the author's observations and conclusions as a project consultant to several philanthropic projects in Vietnam.FindingsThe paper briefly describes these library projects and then discusses some of the more significant professional and personal challenges and rewards they involved.Practical implicationsThe paper provides some practical guidance on approaches to project management across cultures and on issues specific to library project management and consulting in Vietnam.Originality/valueThe paper is both a contribution to the small body of literature on the impact of philanthropic assistance and projects on libraries in Vietnam, as well as a personal narrative on the experience of working as a professional librarian in another culture.
Who bears the burden of wage cuts? Evidence from Finland during the 1990s
Authors: Böckerman Petri , Laaksonen Seppo , Vainiomäki Jari 
Published: June 2007

PurposeThis paper aims to explore the incidence of nominal and real wage cuts in the Finnish private sector during the 1990s.Design/methodology/approachEstimation of econometric models for the probability of wage cuts using individual‐level wage survey data from the payroll records of the Finnish employers' organizations.FindingsCentralized nominal wage freezes together with a positive inflation rate produced real wage cuts for a large proportion of workers during the worst recession years of the early 1990s. Hence, centralized bargaining shaped the adjustment. The share of nominal wage cuts does not increase with falling inflation, which is consistent with downward wage rigidities. Full‐time workers have had a lower likelihood of wage cuts compared with part‐time workers. Declines in wages have also been more common in small plants. There is an important transitory component in wage cuts.Practical implicationsProvides useful information about the adjustment of wages at the individual level.Originality/valueFew papers have analysed individual and employer characteristics that account for wage cuts. The paper contributes to the literature on wage rigidity.
An examination of factors affecting repatriates' turnover intentions
Authors: Lee Hung‐Wen , Liu Ching‐Hsiang 
Published: June 2007

PurposeThis study seeks to address the challenge of repatriate turnover by focusing on how effective repatriation adjustment, job satisfaction, and organizational commitment are at predicting the Taiwanese repatriates' intentions to leave their organization. By building on the cross‐cultural adjustment and turnover theories and researches, this study expands these recent findings to Taiwanese repatriates.Design/methodology/approachMultiple regression was used to predict intent to leave and explain the impact of the three predictors on intent to leave. Correlation was used to compare the relationship of study variables.FindingsThe results of multiple regression indicated that repatriation adjustment was the strongest predictor of intent to leave followed by organizational commitment. The combination of the three variables can predict approximately 58 percent of the variance of intent to leave. Overall interrelations among the independent variables showed a positive strong relationship and negatively related to intent to leave the organization.Practical implicationsThe results provide empirical evidence that repatriation adjustment, job satisfaction, and organizational commitment are negatively related to intent to leave the organization. Furthermore, the conceptual framework of this study can be a guide to future research in repatriates' turnover intention.Originality/valueThe results of this study may help multinational organizations in Taiwan to enhance the international assignment process of their employees and keep valuable human capital within the organization.
Impact of ISO 9000 on organizational climate
Authors: Kunnanatt James Thomas 
Published: June 2007

PurposeISO 9000 yields visible and concrete benefits to organizations in the form of sustained product quality, enhanced market image, increased customer satisfaction, and long‐term profitability. However, the derivative impact of ISO 9000 on the human side of the organization, especially its impact on the internal human environment, has been only scantily researched. The purpose of this study is to explore how the process of ISO 9000 implementation transforms the components of organizational climate, particularly the climate motives existing in an organization.Design/methodology/approachISO 9000 system was deemed as the independent variable that could induce changes in organizational climate, the dependent variable. Climate was measured both before and after the implementation of ISO 9000, using Pareek's MAO‐C instrument. Based on the scores obtained for the constituent climate motives, the patterns of organizational climate that prevailed in an organization both before and after ISO implementation were deciphered.FindingsResults reveal that as a result of ISO 9000 implementation the dysfunctional organizational climate motives such as control, dependency, and affiliation undergo a u‐turn transformation giving way to the functional and conducive climate motives such as achievement, expert influence, and extension.Originality/valueThe study endeavors to throw light on the favorable impact that ISO 9000 may have on organizational climate of organizations. The findings tend to prognosticate that when implemented well the ISO 9000 system could function not just as a quality enhancement instrument but in addition as a useful tool for strategic change management that could truly hold the potential for transforming both the character and performance of organizations.
Three temptations of leaders
Authors: Kakabadse Andrew P. , Kakabadse Nada K. , Lee‐Davies Linda 
Published: June 2007

PurposeDespite the challenge of precisely defining the nature of temptation, this paper seeks to collect contrasting perspectives of this less attractive side of leadership and sets out to find a cure, or rather prevention, for falling into its grasp.Design/methodology/approachFollowing a literature review of the temptations to which leaders succumb, the results of focused and intimate case studies of highly respected leaders highlight just what they are tempted with and how and why they particularly may succumb to hedonism, power and posterity.FindingsExtracts of interviews with an international sample of Chief Executive Officers (CEOs) and significant others reveal a distinctly human experience from which it is considered no‐one is exempt. Included in the sample were female top managers but no discernable difference between the genders could be ascertained. The idiosyncratic nature of response to temptation positioned each interviewees experience as unique. It is concluded that certain measures need to be implemented in order to control and reduce the darker human tendencies when exposed to certain conditions.Originality/valueThe paper offers suggestions on possible strategies that leaders can adopt to guard against temptation.
Evaluating the impact of organizational self‐assessment in higher education
Authors: Ruben Brent D. , Russ Travis , Smulowitz Stacy M. , Connaughton Stacey L. 
Published: June 2007

PurposeThe purpose of this paper is to summarize a series of studies conducted by the Center for Organizational Development and Leadership at Rutgers University from 2003‐2005. Motivating these studies is the recognition that organizational self‐assessment programs such as the Malcolm Baldrige program have achieved prominence and popularity. The paper seeks to focus on the value of the Baldrige program, and, more specifically, the impact of the Excellence in Higher Education (EHE) approach, an adaptation of the Malcolm Baldrige framework tailored specifically for colleges and universities.Design/methodology/approachThis paper reports on a two‐phase investigation of six independent university departments that participated in separate Baldrige/EHE assessment workshops. Through a web‐based survey and in‐person interviews we were interested to discover participants' perceptions of the assessment process, the extent of knowledge acquisition, and extent of organizational change.FindingsFindings suggest that self‐assessment does result in the acquisition of a knowledge and theory base; and leads to the identification of strengths and improvement needs. Results also indicate that in a majority of the departments, the assessment program initiated a genuine commitment to organizational change, one that led to a number of tangible improvements.Originality/valueEnhancing our understanding of the relationship between knowledge acquisition and change is one of the most fundamental and enduring pursuits of social science – one that is absolutely central to organizational development. This study provides an empirical investigation of how these dynamics operate during organizational self‐assessment, an increasingly popular leadership tool for advancing institutions of all kinds.
Sustainable leadership ethics: a continuous and iterative process
Authors: Svensson Göran , Wood Greg 
Published: June 2007

PurposeThe objective of this article is to develop and describe a conceptual framework of sustainable leadership ethics.Design/methodology/approachThe paper provides a description of the inputs, actions and outputs of sustainable leadership ethics.FindingsSustainable leadership ethics is a process. In addition, it is continuous and iterative. The inputs, actions and outputs construct the dynamics of this continuous process.Research limitations/implicationsThe conceptual framework aspires to be highly dynamic. The ultimate outcome is dependent upon the evolution of time and contexts. It is also dependent upon and provides reference to the behaviours and perceptions of people. It provides guidance on what and how to address sustainable leadership ethics in research. It provides a descriptive framework.Practical implicationsThe framework proposes sustainable leadership ethics to be a continuous and an iterative process. There is no actual end of the process, but a constant reconnection to the initiation of successive process iterations of the sustainable leadership ethics. The conceptual framework also provides guidance on what and how to address sustainable leadership ethics in practice. It serves as a managerial framework.Originality/valueIt contributes to create a structure for sustainable leadership ethics in both research and practice.
Robots at NPE 2006, the Plastics Show
Authors: Bloss Richard 
Published: June 2007

PurposeThis paper aims to present a review of the NPE 2006, Plastics Show held in Chicago, IL with emphasis on robots, their application in the plastics industry and end‐of‐arm‐tooling.Design/methodology/approachIn‐depth interviews with suppliers of robots, injection molding machines, system integration of robots into plastic processing applications, control suppliers and end‐of‐arm‐tooling.FindingsThe plastic injection molding industry is moving to production cells with heavy usage of robot machine tending. The need for very short cycle times drives the interest in very fast agile robots with the ability to integrate easily into the production cell approach. New technologies such as in mold labeling also drive the need for suitable robots and competent system integrators to supply successful systems.Practical implicationsRobot builders need to continue to develop specialized robots and tooling to match with advancements in applications in the plastic industry. Users will need to think of robots as a necessary adjunct to any injection molding application.Originality/valuePresents a review of the NPE 2006, Plastics Show, Chicago, IL, with emphasis on robots, their application in the plastics industry and end‐of‐arm‐tooling.
A force‐feedback six‐degrees‐of‐freedom wire‐actuated master for teleoperation: the WiRo‐6.3
Authors: Ferraresi Carlo , Paoloni Marco , Pescarmona Francesco 
Published: June 2007

PurposeThis paper aims to present an innovative example of a master for teleoperation capable of moving in six degrees of freedom and of providing a force and torque feedback on the operator's hand.Design/methodology/approachAfter a brief overview of what the state of the art in teleoperation has to offer, the paper outlines the choice of an innovative structure in terms of both geometry and components, pointing out its main characteristics compared with traditional interfaces.FindingsThe master for teleoperation WiRo‐6.3 has been designed and constructed and is fully operative, thanks to the following theoretical analyses: positional and orientation workspace(s), forward and inverse kinematics, statics, overall control strategies. The mechanical details are also presented.Research limitations/implicationsThe WiRo‐6.3 is suitable to those applications in which human command is necessary but potentially harmful, and where a force‐feedback interface is preferred to obtain better control over the task to be accomplished. A possible field of interest could be the control of robot arms in dangerous environments, nuclear applications, uncomfortable climates, remote operations.Originality/valueThe master WiRo‐6.3 is a novel device both for its geometric structure and for the wire actuation choice; those characteristics provide very interesting results in terms of dexterity, force feedback performance and overall user‐friendliness.
Elasticity modeling and estimation for haptic contact using a DD‐robot
Authors: Hyuk Park Chung , Lee Bum‐Hee 
Published: June 2007

PurposeTo propose a new haptic modeling and contact analysis algorithm (modified long element method (MLEM)) to efficiently model deformation, to estimate elasticity, and to provide the characterization of contact with deformable objects, which is important in teleoperation and haptic system.Design/methodology/approachWidely used finite element method for haptic rendering and visualization of deformable objects has limitations in real‐time applications because of its massive calculations and the absence of physical modeling. Using long elements method (LEM), the authors propose the MLEM which is capable of real‐time deformation rendering and elasticity estimation with reliable physical modeling. The authors applied MLEM to a simple haptic system composed of the three‐link SNU DD‐robot and a force‐feedback joystick.FindingsAn efficient, real‐time haptic modeling for deformable objects has been developed. MLEM provides physically accurate deformation modeling in real time, and estimates the elasticity of objects at contact, providing contact characterization based on material properties.Research limitations/implicationsMLEM has been applied to SNU DD‐robot, and displayed real‐time haptic visualization in 2D space. It can be applied easily to any haptic system with force sensors, and may have impacts on the applications of teleoperation, robot‐aided surgery and human‐robot interaction.Originality/valueThis paper offers a practical tool to the engineers in the haptics field for visualization of deformation. The efficient algorithm of MLEM can be placed on any haptic system with force sensors, and will improve the efficiency and accuracy of teleoperated haptic systems with real‐time analysis of haptic contact.