bluuebunny/crossref_metadata_2025_split huggingface dataset:
E‐customers' third party complaining and complimenting behavior
Authors: Goetzinger Lynn , Kun Park Jung , Widdows Richard 
Published: July 2006

PurposeTo provide an initial framework for online third party complaining and complimenting behavior as a consequence of online product or customer service failure or success, using a third party consumer evaluation web site.Design/methodology/approachBased on critical incidents supplied by consumers in a third party consumer forum web site, a clear picture of the type and frequency of online service failures and successes is expected to develop using critical incident technique and scientific text analyzing methods for qualitative analysis.FindingsThe speed of shipping, shipping materials or packaging and customer service appear to be critical for the online transaction to be a success. Ease of ordering was shown to influence the likelihood of complimenting the most. The results provided support for the existence of bivalent satisfiers, monovalent satisfiers and monovalent dissatisfiers within the online retail environment.Research limitations/implicationsText analyzer has certain software limitations that should be considered. While searching for word patterns, it is possible for the software to use one of several clustering methods, which may be open to subjective interpretation to some extent. The quantitative portion of the study was also limited by the four attribute categories that were used by the online third party web site.Practical implicationsThe results provide very practical information and impartial advice for online retailers to improve their service by managing reputation in third party consumer evaluations.Originality/valueProvides an initial step towards understanding the nature of online store third party complimenting and complaining behaviour.
New aspects of research into service encounters and service quality
Authors: Svensson Göran 
Published: July 2006

PurposeThe objective is two‐fold. The first is to describe contemporary and future penetration (i.e. analysis and understanding) in service encounter research. The other is to describe contemporary and future abstraction in service quality research.Design/methodology/approachThe paper provides a conceptual discussion of new aspects of research into service encounters and service quality.FindingsThere are still flaws in the contemporary penetration of service encounters and the contemporary abstraction of the service quality construct.Research limitations/implicationsService encounters and service quality pertain not only to human interactions, but also to the interaction between individuals and self‐service technology. The new aspects of service encounters and service quality described here are restricted to the interaction between individuals. It is argued that an extended penetration of service encounters, and an extended abstraction of the service quality construct, taken together, provide great potential for future research opportunities in services marketing.Practical implicationsThe aspects of penetration discussed here have the potential to provide a more sophisticated understanding of the complexity and dynamics of service encounters. The aspects of abstraction described here have the potential to contribute to a more sophisticated level of measurement of the service quality construct.Originality/valueA two‐fold approach is suggested that goes beyond the current state of the art in terms of penetration of service encounters and abstraction of the service quality construct. This is likely to trigger and encourage innovative research designs and alternative methodological approaches to new research problems. This might also stimulate innovative analytical techniques that could produce groundbreaking research findings, with important implications for practice.
Computer forensics and records management – compatible disciplines
Authors: Irons Alastair 
Published: July 2006

PurposeTo explore the meaning, methods and techniques associated with the subject of computer forensics and consider the implications of computer forensics for records managers and recordkeeping.Design/methodology/approachCritically analyses the principles of computer forensics in the context of records characteristics – authenticity, reliability, integrity and usability – and the UK Association of Chief Police Officers (ACPO) principles and procedures for the collection of digital evidence.FindingsThe disciplines of records management and computer forensics are potentially mutually compatible. Computer forensics allows for identification of incidents, gathering of evidence, analysis of evidence and potentially recovery of records. Records managers can utilise computer forensics principles to positively enhance records management and have valuable knowledge and expertise to share with their computer forensics colleagues; e.g. metadata expertise, functional requirements for electronic records management, recordkeeping systems design and implementation methodologies, digital preservation and retention management.Research limitations/implicationsDiscusses how computer forensics can be used to highlight inadequate recordkeeping and provide a different perspective on records management based on an analysis of principles and concepts rather than empirical data.Practical implicationsHighlights the need for records managers to understand computer forensics and computer forensic scientists to understand recordkeeping to support better records management in the electronic environment; raises the implications for educators, trainers and professional societies.Originality/valueVery little has been published on the discussion of the potential implications of computer forensics for records managers or how computer forensics can enhance the records management discipline; this paper addresses the gap.
Technology usage in the supply chain: the case of small 3PLs
Authors: Evangelista Pietro , Sweeney Edward 
Published: July 2006

PurposeIn today's supply chain management practices, a successful strategy depends increasingly on the performance of third party logistics (3PLs) providers as they play a key integrative role linking the different supply chain elements more effectively. Information and communications technology (ICT) has become an important element of 3PL competitive capability as it enables higher levels of supply chain integration. Recent industry developments have widened the technological gap between large and small 3PLs. This is critical particularly for those markets populated by a large number of small 3PLs such as the Italian logistics industry. The purpose of this paper is to provide an overview of ICT adoption in small logistics service providers. The focus of the study is the Italian 3PL market.Design/methodology/approachThe methodology adopted in this paper is based on the action research framework and it is a combination of theoretical analysis and empirical findings (focus groups and surveys). Firstly, a literature review on ICT dissemination in the international and Italian 3PL industry has been carried out. Then, a field survey has been developed preceded by two focus groups. The empirical investigation examined a sample of 153 small Italian 3PLs on the base of a definition and taxonomy proposed by the authors.FindingsThe results provide a useful technological profile of the surveyed companies, as well as an analysis of the role of ICT in customising services and of the factors influencing ICT adoption.Research limitations/implicationsTo give a more robust scientific justification of the survey results, it would be useful to carry out an additional large‐scale analysis including other countries with a high presence of small logistics service companies. Furthermore, a complementary case‐study analysis would be of help in defining the role of specific factors in different types of 3PL. Further investigations in this field are needed to better understand innovation paths, and how ICT can improve the competitive capabilities of 3PLs and of the wider supply chain.Practical implicationsManagers of small 3PLs can use the findings to set‐up guidelines for improving a company's technology innovation. Technology vendors can use the findings to better market their service/product into the small logistics service provider segment.Originality/valueDespite the fact that much has been written about the dissemination of ICT, there is still a shortage of research in the field of small 3PLs with little empirical investigation into the usage of ICT by small 3PLs. This paper provides a contribution to filling this void and suggests some possible research directions.
Effectiveness and efficiency: the role of demand chain management
Authors: Walters David 
Published: July 2006

PurposeThe paper aims to focus on and discuss the differences between the demand chain led organization and the supply chain led organization.Design/methodology/approachThe paper uses a desk‐based approach to data collection and provides analysis and discussion of the issues.FindingsThe paper finds that the differences between the demand chain led organization and the supply chain led organization are ones of emphasis. Supply management is cost‐led and attempts to provide an adequate level of service. By contrast the demand chain approach is a broader view of relationship management taking a view that the two overlap and that effective management is to integrate the two.Originality/valueThe paper focuses on the increasing importance of demand chain and supply chain management decisions.
Infusing gender and diversity issues into educational leadership programs
Authors: Young Michelle , Mountford Meredith , Skrla Linda 
Published: July 2006

PurposeThe purpose of this article is to consider the impact of incorporating a set of readings focused on issues of gender, diversity, leadership, and feminist thought into the curriculum of a statewide educational leadership doctoral program.Design/methodology/approachBased data from open‐ended surveys, semi‐structured interviews, and reflection statements, the article presents a qualitative analysis of how students react to, learn from, and resist social justice‐oriented curricula and teaching strategies, particularly those related to gender issues.FindingsThe analysis of the data collected in this research suggests that, after a year of exposure to readings and written assignments about gender and other diversity issues, few students had undergone significant transformations in their learning regarding gender issues. Moreover, it was found that many students demonstrated resistance to reading, reflecting on and discussing gender issues.Originality/valuePrograms and professors that endeavor to prepare leaders who are transformative, require transformative teaching practices that assist in the development of such leaders. When content includes issues of diversity, our findings indicate that it is particularly important that faculty increase their knowledge of student responses to difficult content and transformative teaching strategies.
The provision of delivery information online: a missed opportunity
Authors: Page‐Thomas Kelly , Moss Gloria , Chelly David , Yabin Song 
Published: July 2006

PurposeThe purpose of this study is to investigate Western and Central European consumers and web retailers with respect to the importance and accessibility of delivery information online prior to purchase.Design/methodology/approachTo investigate the importance and accessibility of delivery information online, a survey was conducted of 715 internet consumers from the UK, Hungary and the Czech Republic to explore how important they rate online delivery information. In addition to this, retailing web sites from leading retailers in the UK, Hungary and the Czech Republic were content analysed in order to establish the extent to which they provided online delivery information.FindingsThe research identifies that consumers rate delivery pricing guides, delivery guarantees and delivery schedules as the most important delivery information they expect online prior to purchase. However, content analysis of retailer web sites reveals that many retailers do not adequately provide information about how they “guarantee product delivery”.Practical implicationsIt is recommended here that prior to purchase online retailers should make detailed delivery information more accessible to consumers (e.g. pricing guides, timing schedules, etc.) and should consider using delivery service guarantees to assure consumers of delivery service standards and retailer responsibilities.Originality/valueThis paper makes a decisive contribution to e‐shopping behaviour and online retailing by providing insight into why visits to retailing web sites may not be followed up by purchase. This insight results from an examination of an often neglected area of the online buying process, namely “order delivery and fulfilment”. By examining the expectations of e‐consumers across Europe it investigates the role access to delivery information can have in managing customer delivery service expectations and in building trust in online retailers.
E‐shopping lovers and fearful conservatives: a market segmentation analysis
Authors: Allred Chad R. , Smith Scott M. , Swinyard William R. 
Published: July 2006

PurposeTo classify internet users into holiday shopper and non‐shopper segments, and to profile the demographic, psychographic, and computer use characteristics of each segment.Design/methodology/approachSelf‐report data come from a national US sample of online internet users. Segments are customer revealed using traditional cluster analysis. Lifestyle measures are reduced to higher order measures using factor analysis. Profiles are analyzed via descriptive statistics, graphs, and radar charts.FindingsSix important segments are identified in the data. Three of the segments characterize customers who resist online shopping, even though they engage in other online activities. Security fears and technological incompetence typically inhibit these users from engaging in electronic exchange. Some internet users simply choose not to shop online. Three of the segments describe active e‐shoppers who are driven by a unique desire to socialize, minimize inconvenience, and maximize value.Research limitations/implicationsData come from self‐report questionnaires administered and collected electronically through the internet. Focus is placed on holiday gift buying. Since, holiday shopping is very important to e‐retailers, results are managerially interesting, but might not be indicative of other shopping periods.Practical implicationsTo be successful, e‐retailers must understand those things that motivate and inhibit customer online shopping. Marketing activities targeted at reticent e‐shoppers should focus on benefits, guarantee safeguards and facilitate technical literacy. Service, value, and online ambiance should be carefully tailored to meet the desires and expectations of each customer type.Originality/valueThe study is a replication and extension of earlier online studies which are summarized in the reviewed literature.
Managing the supply chain using in‐store supplier employed merchandisers
Authors: Emberson Caroline , Storey John , Godsell Janet , Harrison Alan 
Published: July 2006

PurposeThis paper aims to investigate the managerial challenges arising from the deployment of cross‐company boundary‐spanning teams to improve on‐shelf availability.Design/methodology/approachThe study focuses on two supplier‐employed teams, each merchandising their employers' timber‐products within the stores of two leading UK DIY retail groups. Non‐participant observation and self‐administered questionnaires were used to investigate, first, the association between reported merchandiser job satisfaction and various theoretical predictors (role ambiguity, role conflict, perceived organisational support and recognition) and, second, differences in role perceptions between the two teams and their (retail store) customer representatives.FindingsThe study reveals differentiated perceptions of merchandising management practice within the UK DIY retail sector. Whilst perceived organisational recognition was found to be positively associated with merchandiser job satisfaction, there was a significant difference in the perception of organisational support reported by members of the two merchandising teams.Research limitations/implicationsThe small number of merchandisers within each team limits more complex statistical analyses and the identification of potential interaction effects of other variables: notably retail store size and format.Practical implicationsThe findings from these cases suggest that practitioners need to attend to the behavioural aspects of boundary‐spanning, inter‐organisational supply chain activities, such as the deployment of supplier‐employed, in‐store merchandising teams, if these practices are to be effective.Originality/valueThe behavioural aspects of inter‐organisational supply chain practice have received little research attention to date, despite their acknowledged importance. This paper starts to redress this imbalance.
Understanding shoppers' expectations of online grocery retailing
Authors: Wilson‐Jeanselme Muriel , Reynolds Jonathan 
Published: July 2006

PurposeThe purpose of this paper is to analyse the online preference structures of consumers.Design/methodology/approachNovel choice‐based conjoint experiments are used and are administered online. A select group of high net worth online grocery shoppers are examined. Both qualitative and quantitative procedures are used to determine the most frequently cited attributes affecting online patronage.FindingsWhilst there is no single attribute on which a retailer could develop a competitive edge, a significant market advantage can be gained by being simultaneously “best in class” on the top four attributes.Practical implicationsThis research approach has significant practical application to a wide range of strategic marketing questions.Originality/valueThese findings give focus to the management task facing marketing executives in the UK multichannel grocery market. How these findings might be used within a marketing plan is illustrated.
Consumer preferences for retailer brand architectures: results from a conjoint study
Authors: Grunert Klaus G. , Esbjerg Lars , Bech‐Larsen Tino , Brunsø Karen , Jørn Juhl Hans 
Published: July 2006

PurposeThe purpose of this paper is to investigate how three dimensions of retailer brand architecture – share or retailer brands, quality of retailer brands and visibility of retailer brands – affect consumer intention to shop at storesDesign/methodology/approachA conjoint analysis is conducted with a sample of 599 Danish consumers, which rated intention to shop at hypothetical new shops based on profiles derived from an orthogonal designFindingsTwo segments of consumers emerge, one price conscious and one more differentiated. Consumers prefer shops with lower price levels, with dominantly manufacturer brands, with quality of retailer brands at the same level as manufacturer brands, and with good visibility of retailer brands.Research limitations/implicationsThe results are based on the evaluation of hypothetical stores, and many additional factors affect store choice in the real world.Practical implicationsResults suggest that we may be heading towards a polarized retail market, mainly divided between discount concepts and high quality retailer brand concepts.Originality/valueThe paper is innovative in isolating the effect of dimensions of retailer brand architecture on consumer store preference.
Approaches to HRM in the Barbados hotel industry
Authors: Alleyne Philmore , Doherty Liz , Greenidge Dion 
Published: July 2006

PurposeThe purpose of this paper is to measure the extent of the adoption of human resource management (HRM), the existence of a formal HR strategy, and the development of the HR function in the Barbados hotel industry compared with Hoque's sample of hotels in the UK.Design/methodology/approachA quantitative survey, covering 46 hotels out of a population of 75 hotels was conducted with the respondents being the hotel's management: a general manager, HR manager or line manager.FindingsIt was found that the adoption of human resource (HR) practices was more prevalent in Barbados hotels than in the UK sample. With respect to the existence of a formal HR strategy, the results were mixed. The results also show that in many respects the Barbados hotels are ahead of their UK counterparts in the development of the HR function.Research limitations/implicationsThe research focused on a small sample in a developing country. In addition, responses were obtained from top management rather than all levels of staff.Practical implicationsThe findings about HR practices were based on management assertions. There is need for a follow‐up with more tangible evidence.Originality/valueThe paper highlights the importance of HR practices in a developing country. These findings were unexpected, given that the UK is a mature western economy, where Barbados is classified as a developing country. They may be explained by the better‐developed formal systems for the management of employment relations at an industry‐level in Barbados.
The internet practices of hotel companies: an analysis from Greece
Authors: Zafiropoulos Costas , Vrana Vasiliki , Paschaloudis Dimitrios 
Published: July 2006

PurposeThe purpose of this paper is to identify and evaluate the practices hoteliers use to design their hotel web sites. It argues that hoteliers provide groups of relative information services, they provide them in different degrees of occurrence, and some of them being significant are not provided to meet the customers' demands, while others are provided regardless of their low perceived significance.Design/methodology/approachThis work distinguishes groups of information services according to their occurrence and significance. The content of 798 Greek hotel web sites is recorded using the frequencies of 66 information features. Also a sample of 17 users provides the significance ratings of the information features.FindingsGreek hotel web sites are primarily designed to serve as electronic brochures and, while they generally satisfy most of the users' needs, they partly serve as online transactions media, a function considered significant.Practical implicationsIdentifies and rates the rendered groups of related information services at hotel web sites.Originality/valueEnables hoteliers and web designers to evaluate significant web sites' characteristics.