bluuebunny/crossref_metadata_2025_split huggingface dataset:
Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context
Authors: Molinari Lori K. , Abratt Russell , Dion Paul 
Published: August 2008

PurposeThe aim of this article is to provide an understanding of how satisfaction, quality, and value affect repurchase and positive word‐of‐mouth in a business‐to‐business (B2B) setting. Most previous studies in this area apply to business‐to‐consumer (B2C) situations.Design/methodology/approachA survey of 382 users of freight services was undertaken in the USA. An exploratory pilot study was undertaken to gain a better understanding of these users and to test the research instrument. Structural equation modeling was used to test the constructs.FindingsThe results showing the best‐fit model identified a number of relationships that were unexpected. These are discussed in detail.Practical implicationsManagers have a model, survey instrument and methodology that service firms can use to establish what they are doing right or wrong to retain customers. Managers are also given guidelines on how to increase customer satisfaction in B2B services.Originality/valueThis paper deals with these constructs in a B2B service environment.
An empirical test of a proposed customer satisfaction model in e‐services
Authors: Ha Hong‐Youl , Janda Swinder 
Published: August 2008

PurposeThis research aims to build on recent advances in services marketing theory to propose and evaluate empirically a model of online customer satisfaction and its key antecedent and consequent constructs. This research also aims to establish the role of attribution and disconfirmation within this context.Design/methodology/approachAn online survey is utilized to collect data and the proposed theoretical model is estimated using structural equation modeling via the AMOS software.FindingsThe findings indicate that perceived value may both directly and indirectly (via disconfirmation) affect not just satisfaction, but it may also indirectly affect attribution via disconfirmation.Originality/valueThis research contributes to extant literature via further extending theory related to customer satisfaction in the online environment. For example, one major contribution of the study pertains to illustrating the role of perceived value in affecting an online shopper's satisfaction. Since satisfaction and attribution further influence website loyalty and repurchase intentions, websites that desire long‐term customer loyalty and resultant success must ensure that customers perceive their website to provide them with great value. Such companies must also strive to establish systems to ensure that all the company's marketing activities and practices are geared toward ensuring that customers consistently perceive good value. Other ways in which the current study provides significant value to extant research is by exploring the role of attribution and disconfirmation in the online context.
Situational influences on service quality evaluations
Authors: Strombeck Stephen D. , Wakefield Kirk L. 
Published: August 2008

PurposeThis study seeks to illustrate empirically how person‐situation variants influence customer assessments of service quality across multiple stages in the service drama.Design/methodology/approachUsing surveys that were systematically distributed to 3,000 passengers boarding 30 different flights (with 432 complete responses), the effects of consumption motive (hedonic versus utilitarian) and service duration (shorter versus longer service encounters) were examined in relationship to perceived time pressure within a multiple‐sequence service encounter.FindingsThe results indicate that the consumption motives (utilitarian‐hedonic) of passengers do influence perceptions of service quality, as well as altering perceived time pressure resulting from service delays. Also, the length of the service duration moderates the negative effects of time pressure on perceived service quality.Research limitations/implicationsExtrapolating the findings from this research to other service industries should be done with care given that consumption motives and perceived time pressures may vary greatly across different service industries.Practical implicationsThis study suggests that managers must develop systemic solutions to service delays during early stages of the encounter as such delays may prompt a “domino effect” that transcends all subsequent stages in the service encounter. Service encounters that are longer in duration may also be more susceptible to critical service evaluations if these delays are not rectified.Originality/valueThis study demonstrates the critical issue of measuring service quality during each successive stage of a service encounter.
The use of cases in the leadership development of principals
Authors: Cranston Neil 
Published: August 2008

PurposeThis paper aims to document the development and use of cases for the leadership development of principals in one large education system in Australia. The case initiative was specially targeted at deepening understandings of the department's recently released statement about the principalship,Leadership Matters.The theoretical underpinnings of cases and their use in leadership development are examined. A discussion of critical feedback from users is provided with commentary on future developments completing the paper.Design/methodology/approachThe literature relevant to cases and their use (and related approaches such as problem‐based learning) is reviewed, providing the framework for the development of the cases themselves and the principles guiding their application via a series of workshops. A small‐scale evaluation study accompanying the workshops provides critical feedback from principals and principals' supervisors on the efficacy of the cases themselves and the case method.FindingsThe cases have been very well received in the workshops. It is clear the cases represent powerful and authentic ways for leadership developments among school leaders, with considerable potential to focus on supporting understandings of, and development with respect toLeadership Matters.Some of the reported positives of the cases are that they are grounded in authentic “real world” stories of challenges for principals and that the discussions at the workshops lead to creative and constructive discussions about such leadership challenges.Practical implicationsThe paper provides a number of practical suggestions for take‐up by others interested in the leadership development of principals in these challenging and changing times for school leaders. Ideas how to develop and construct cases are provided, together with suggestions for application in workshop situations.Originality/valueWhile cases have been used in school leadership development previously, the focus here is a specially constructed developmental process framed around a system's statement about the principalship,Leadership Matters.
Exploring relational aspects of time‐based competition
Authors: Thomas Rodney 
Published: August 2008

PurposeThe purpose of this paper is to begin to explore the phenomenon of time pressure in supply chain relationships.Design/methodology/approachUsing grounded theory methodology, qualitative data were accumulated from experienced supply chain managers. Depth interviews were utilized in order to gain a deeper understanding of time pressure in supply chain relationships.FindingsAnalysis of the qualitative data suggests that time pressure can exist in a supply chain relationship and potentially impact the relationship. This qualitative evidence implies that time pressure may create tension, reduce collaboration, or alter expectations in supply chain relationships.Research limitations/implicationsThis research provides a greater understanding of the potential effects of time pressure in relationships which provides insight into relational dynamics and characteristics. These initial qualitative findings can inform and prompt quantitative testing of the effects of time pressure in relationships. By demonstrating that time pressure can exist in supply chains and impact interfirm relationships, new streams of research can develop.Practical implicationsThis research begins to provide managers with information about potential consequences of imposing time pressure on other supply chain members. Such information can be used to make more informed decisions about relationship management.Originality/valueInterfirm relationships are the foundation of supply chain management and supply chains frequently focus on time‐based performance. However, the interfirm relationship literature does not address relationships in an environment with an intense pressure to focus on time. Although the detrimental effects of time pressure have been studied in other business contexts, research is lacking in the interfirm relationship literature. This research begins to address this gap in the literature.
Creating the virtual map drawer
Authors: Allen Marcy M. 
Published: August 2008

PurposeThe paper aims to report on a project that was a unique collaboration between a map librarian and a geography faculty member which resulted in the successful creation of set of standard procedures developed for the collection of metadata from paper maps in a library collection for inclusion in the national spatial data infrastructure (NSDI).Design/methodology/approachMetadata were collected using a set of tools from the USGS and provided to the public for free, and collection was performed by graduate students in geography. The rest of the paper is a qualitative description about the project and applications for future use.FindingsThe end result was the creation of a manner in which map collections can become more visible to users and ultimately to the world at large. More than 1,000 maps have been cataloged using these procedures. The procedures created from this project can also be used by any library with a map collection interested in increasing access to map collections by means of geospatial data clearinghouses and the NSDI.Practical implicationsIn general, map libraries and map librarians should start to look at how they are providing access to not only their digital collections, but also their paper collections and to begin experimenting with non‐traditional means of cataloging their collections and providing access. This paper is an example of such means.Originality/valuePrior efforts in this realm only examined the inclusion of digital geospatial data for inclusion in an NSDI.
Using faculty focus groups to launch a scholarly communication program
Authors: Courtois Martin P. , Turtle Elizabeth C. 
Published: August 2008

PurposeThis paper aims to explore the benefits of using faculty focus groups as an early component of a scholarly communications program with suggestions for planning and conducting sessions, recruiting participants and analyzing outcomes.Design/methodology/approachThe paper is based on the authors' use of focus groups in the initial stages of organizing a scholarly communications program at Kansas State University.FindingsThe paper finds that focus groups are an effective method to begin identifying scholarly communication issues that resonate with faculty on a particular campus. Focus groups can be helpful in targeting efforts to begin a scholarly communications program.Practical implicationsFocus groups are effective in generating insights, opinions and attitudes and are low cost in terms of time and resource commitments.Originality/valueThere is very little in the literature about using faculty focus groups to start a campus scholarly communication program. This paper provides practical and useful information that other libraries can use to incorporate this method into their planning.
Where IR you?
Authors: Smith Plato L. 
Published: August 2008

PurposeThis paper aims to clarify the relationship between researcher, digital librarian, and cataloger supporting collection building in institutional repository (IR). It also aims to propose modeling the collaborative process and outline why and how cooperative partnership is important throughout the IR content building process. The study seeks to contribute to the body of knowledge of IR collection building by including a faculty‐centered approach and level of data curation aspects than is normally found in IR content building literature.Design/methodology/approachThe paper opted for an experimental approach of IR collection building, including several interviews and one expert group discussion with faculty representing the department of anthropology. The data were complemented by digital collection description and accessibility in IR, online public access catalog (OPAC) and OCLC WorldCat.FindingsThe paper provides empirical insights about how faculty contribution is brought about during IR content building. It suggests that digital librarians act as “integrating forces” on two levels: integrating the elements of level of data curation for digital objects representation and discoverability, and mediating between digital objects description and the researcher.Research limitations/implicationsBecause of the chosen research approach, the research results may lack general application. Therefore, researchers are encouraged to test proposed propositions further.Practical implicationsThe paper includes implications for the development of a mature and fully realized IR, the development of “data curators” and for managing the balance between participation and content.Originality/valueThis paper fulfills an identified need to study how levels of data curation can be enabled.
Sleeping giant: Chinese teacher education system past, present and future (I)
Authors: Song Hongzhuan 
Published: August 2008

PurposeThe purpose of this paper is to explore how well Chinese teacher education positions itself in preparing qualified teachers for its vast k‐12 education system, especially in the transition from examination‐oriented to that of future‐oriented education.Design/methodology/approachThis paper looks at literature discussing background, strengths and weakness of current Chinese teacher training programs. It also employs the Delphi‐based scenario research method to explore plausible futures of curriculum design for teacher education.FindingsThe paper finds that, in order to ensure its astonishing economic development and present itself as a constructive force to the world betterment, it is crucial for China to carry on its ongoing educational reform, especially in the area of curriculum for its teacher training programs. It also concludes that the disciplinary curriculum currently employed in Chinese teacher education should be shifted to the trans‐disciplinary curriculum to produce future‐oriented and internationally‐prepared graduates the country demands in its effort to play an important role on the international stage.Originality/valueThis research, while meriting the structured instruction displayed by the Chinese education system, argues that the system should strive to provide students with such skills as creativity, flexibility, initiative, leadership, all necessary in the globally connected future world. The second part of this paper will focus on four scenarios as a result of his recent research among Chinese educators and administrators.
Towards loyalty development in the e‐banking business
Authors: Casaló Luis V. , Flavián Carlos , Guinalíu Miguel 
Published: August 2008

PurposeThe purpose of this paper is to put forward a descriptive model that characterizes customer loyalty in the context of electronic banking. Owing to the high costs involved in increasing the current client base, one of the main goals of banks and other financial services providers that operate through the internet should be to develop customer loyalty in order to improve their results.Design/methodology/approachThe paper analyzes the loyalty development process in the e‐banking context. The data were collected through a web survey using Spanish‐speaking subjects. The contrasts of the research model and measurement validation were based on exploratory analyses and structural equations models.FindingsThe findings showed that web site perceived reputation and satisfaction have a direct and significant effect on consumer loyalty to a financial services web site. In addition, the analyses have shown that perceived reputation is particularly influenced by the satisfaction with previous interactions with the web site.Practical implicationsThe paper suggests that the proper management of both customer needs and corporate reputation will help to increase customer loyalty and, as a consequence, the retention‐rate and profits in the e‐banking business.Originality/valueThis study presents three main contributions: the role of satisfaction is looked at as an antecedent of loyalty in e‐banking; the satisfaction‐reputation relationship is analyzed in the online context (this relationship has received very little attention so far); and there is an analysis of the effect of reputation on the long‐term orientation of the relationship.
Social constraints to integrating information systems, knowledge, and firm capabilities following a corporate merger
Authors: Chun Mark , Whitfield Gwendolyn 
Published: August 2008

PurposeThe purpose of this paper is to contribute to a better understanding of how socially‐embedded information systems (IS), knowledge, and firm capabilities can impact the post‐merger integration efforts of a firm. In particular, this research seeks to identify, describe, and analyze how socially‐embedded resources hindered the integration of the procurement function following the merger of two telecommunications firms.Design/methodology/approachThis research was designed as a longitudinal exploratory study of a single case. The design involved multiple interviews, participant observation, and an evaluation of multiple data sources. Data were collected to develop a comprehensive and reliable understanding of events and outcomes related to the systems integration effort. Process models are used to show the development of phenomena over time.FindingsThe findings of the research are twofold. First, in line with previous findings on socially‐embedded resources, the research shows that socially‐embedded resources hindered the ability of a merged firm to integrate some resources. Previous research argued that social constraints can prevent a firm from changing the way it uses resources to establish a competitive advantage, and this research confirms those findings. Second, this research is an important contribution because it identifies two social constraints in particular – cognitive sunk costs and the reluctance to defy social traditions – that contributed to the inability of the merged firm to successfully integrate the procurement function following a merger.Research limitations/implicationsThe findings of this study provide empirical evidence to support the theoretical argument that the socially embedded resources involved in the IS, knowledge, and firm capabilities of each of the firms prior to the merger enabled them to establish a competitive advantage in their respective market environments. Further, the data provide validation for the idea that the social context in which firms compete does, in fact, contribute to the development of competitive advantages. The RBV is also extended by showing that the same social contexts can also prevent firms from integrating important resources following a corporate merger.Originality/valueOne of the main objectives of executive management following a corporate merger is to lead the organization in skillfully integrating key resources of the merged organization. However, most firms cannot successfully engage in post‐merger integration efforts unless they fully understand how resources such as IS, knowledge, and firm capabilities can help or hinder their integration efforts. By highlighting one firm's efforts to integrate resources following a merger, the paper provides concrete examples of potential problems that can arise. Potential problems and hindrances are presented in a strategic checklist for managerial consideration.
Finding that grit makes a pearl
Authors: Curtis Tim 
Published: August 2008

PurposeThe paper seeks to explore the implications of a critical approach to theory and method in the study of social enterprises and social entrepreneurship.Design/methodology/approachThe paper presents a re‐reading of the findings in a major case‐study based research programme. The author reflexively re‐evaluates the findings and compares them to different theoretical traditions to identify whether these theoretical lenses shed further insight on the raw findings.FindingsThe analysis indicates that the theoretical perspectives of “contractualism”, “managerialism” and “agencification” are good explanatory frameworks for the data produced in the research but so too are “militant decency”, “social movements” and “post‐liberal” theories. As well as illustrating the limits of knowledge, the exercise also indicates that the apparent weakness and failure identified in the case studies are evidence of a “recalcitrance and resistance” that is essential to the emerging identity of the social enterprises.Practical implicationsThe paper highlights the importance of being honest to the complexity and ambiguity of data produced in field research and that some important findings can be missed when “outlier” data are ignored. The re‐evaluation of data on this basis also indicates that weakness and failure in social enterprises should not be avoided and worked out of the system. Rather, operating in the context of weakness, failure, recalcitrance and passivity are the grit in the pearl that make social enterprise so valuable.Originality/valueThe paper contributes, in its critical theory approach, to method and analysis in the field of social enterprise research. The paper indicates that no single theoretical structure fully explains social enterprise and that existing critical management theories shed significant new light on the field. The paper, in applying an experimental approach to theory, also highlights the small amount of work that has been done in the field on failure, doubt, weakness and humility.