bluuebunny/crossref_metadata_2025_split huggingface dataset:
Quality in higher education
Authors: Redmond Richard , Curtis Elizabeth , Noone Tom , Keenan Paul 
Published: June 2008

PurposeThere can be little doubt about the importance and relevance of quality for any service industry. One of the most influential contributors to service quality developments was W. Edwards Deming (1900‐1993). An important component of Deming's philosophy is reflected in his 14‐principles for transforming a service as they indicate what management needs to do to ensure that they and their employees are able to deliver good service quality. The purpose of this paper is first, to select and describe six of the 14 principles and their implications for organisational management; and second, to hightlight the relevance of these principles within higher education.Design/methodology/approachSix of Deming's principles for transforming organisational management and the application of these to management within the area of higher education are discussed. The selection of these six principles, for discussion is not that they are more important for quality, but because they are among the most important for management in higher education.FindingsDeming's principle on teamwork is not only about problem solving and decision making but more fundamentally it is about breaking down organisational and professional barriers. This is necessary for creating opportunities for people to generate new insights and ideas for improving quality of the service provided by the organisation.Orginality/valueThis general review paper discusses six of Deming's principles seen as being important in managing education and considers that organisational management needs to embrace these particular principles if they are to be successful in pursuing their quality initiatives.
Emotional experiences in customer relationships – a telecommunication study
Authors: Roos Inger , Friman Margareta 
Published: June 2008

PurposeThis study aims at deepening understanding of the role of emotion in customer switching processes and identifying the relative frequency of negative discrete emotions in terms of different triggers.Design/methodology/approachCustomers of Swedish telecommunications services were interviewed about their switching processes. The interviews were analyzed according to switching path analysis technique, which divides relationships into different stages in accordance with their relevance to the relationship strength. The ultimate focus is on self‐reported emotions embedded in the switching process.FindingsThe main finding was that the identified emotions were located in the trigger part of the relationship, and was expressed by the respondents during the switching process in form of annoyance, anxiety, disappointment, dissatisfaction, distress, depression, rage, stress and tension.Research limitations/implicationsThe empirical study is conducted within the telecom industry which may influence the switching frequency because of the deregulations in the beginning of this decade. This interpretation of valence and activation was based on theoretical assumptions about where various discrete emotions are located on a continuum.Originality/valueThe paper offers insight into the role of emotion in customer relationship.
Internal performance evaluation: the case of bank branches
Authors: Grifell‐Tatjé E. , Marques‐Gou P. 
Published: June 2008

PurposeThe purpose of this paper is to propose a new approach for gauging the performance of the operating units of a retail banking organisation, responding to the special demands of an internal evaluation.Design/methodology/approachThe paper defines a measure of internal performance (MIP) based on behavioural theory, particularly on disappointment models.FindingsMIP is applied for the internal evaluation of a network of bank branches. Application to this real managerial setting reveals that bank managers' preferences support behavioural decision theory, including prospect theory.Practical implicationsThe paper shows how MIP can be used as a management tool for improving organisational performance. The approach can be extended to other sectors.Originality/valueThe proposal differs from others existing in the literature in two main aspects. Firstly, it is consistent with the requirements of an internal evaluation because it uses the managers' real preferences instead of assuming them. Secondly, it takes into account that each unit has a different target to achieve according to its specific characteristics.
The nature and consequences of price unfairness in services: a comparison to tangible goods
Authors: Martín‐Ruiz David , Rondán‐Cataluña Francisco Javier 
Published: June 2008

PurposeThe purpose of this paper is to explore consumers' perceptions of price unfairness in services, what are its antecedents and when it is important for the consumer. Thus, the central question of this research is whether consumers care about how much profit the service company is making and whether there are significant differences to physical goods.Design/methodology/approachBuilding on justice and equity theory, a causal model is developed – which analyses the main antecedents (seller profits vs customer value), moderators and consequences of perceptions of price unfairness. Structural equation modelling has been applied to test the proposed model.FindingsThe lack of specific tools to measure perceptions of price fairness required the development of a multi‐item scale to capture the complexity of the evaluation. This instrument has been tested for reliability and validity in a variety of settings, with excellent results, and can be appropriate when using the survey as a data collection method. Also, the authors have argued that there should be significant differences due to the nature of the product – service industries vs physical goods– as well as due to the number of available alternatives that the buyer has in the market.Originality/valueThe validity of a new model is tested by means of an empirical research conducted in four different settings, two different services (automobile repair services and music concerts) and their related physical goods (automobiles and music CDs). A multi‐item scale is also developed to capture the complexity of price fairness perceptions. Finally, significant differences between contexts, as well as due to the number of available alternatives present in the marketplace are examined.
Linking employee perceptions of collective efficacy in self‐managing service teams with customer‐perceived service quality
Authors: de Jong Ad , Wetzels Martin , de Ruyter Ko 
Published: June 2008

PurposeThe purpose of this paper is to investigate the linkage between self‐managing team (SMT) member perceptions of collective efficacy and customer‐perceived service quality, and the most cost‐efficient way to reliably assess collective efficacy and customer‐perceived service quality, using generalizability theory (G‐theory).Design/methodology/approachLongitudinal design; employee and customer survey data from 52 teams of a major financial services institution were collected at two points in time.FindingsFirst of all, results of OLS regression analysis show a positive effect of collective efficacy on customer‐perceived service quality. In addition, taking a G‐theory approach, the results indicate that collective efficacy possesses a higher psychometric quality than customer‐perceived service quality and that the costs of reliably comparing SMTs on collective efficacy are considerably lower compared to customer‐perceived service quality. Finally, for both constructs, the results reveal subtle but relevant differences in psychometric quality and costs of data collection across different types of service (routine versus non‐routine) settings.Practical implicationsTo begin with, as a linkage construct, collective efficacy provides managers a mechanism for team intervention by means of task‐focused team building, role‐play exercises, and using feedback to increase service employee confidence. Secondly, when deciding to use survey data as one means to compare performance of organizational units, managers should first determine to what extent the distinct measurement design facets (e.g. items, persons, and occasions) account for variance in measures and sample correspondingly to save money on data collection. In doing so, they should explicitly take into account the type of service context and type of respondent.Originality/valueThis study identifies collective efficacy and customer‐perceived service quality as a set of service SMT performance measures that meaningfully connects employee and customer perceptions at the group level. Secondly, a G‐theory approach was used to assess the psychometric quality of these two measures and how data collection costs can be minimized to achieve a desired level of generalizability.
Replication strategies, knowledge and attention: a study of coffee chains
Authors: Yaniv Eyal , Brock David M. 
Published: June 2008

PurposeThe purpose of this paper is to propose and test a model that uses “organizational attention” as an explanatory factor of knowledge transfer, and apply it to firms pursuing a replication strategy – like McDonalds or Starbucks.Design/methodology/approachData were collected from three coffee chains, empirical findings that operationalize and illustrate their different attention profiles are presented, and differences in their replication outcomes are demonstrated. The paper concludes with some qualitative analyses of the linkages between attention and replication success.FindingsEach chain has a different attention profile, reflected in varying attention to knowledge sources and domains. These profiles are found to be consistent with each three outcome measures of each chain's replication strategy – namely uniformity, accuracy, and distinctiveness.Research limitations/implicationsThe paper extends prior understanding of the knowledge based view of the firm, organization, learning, cognitive limits, attention, and templates into an explanatory model of the process of knowledge flows, selection, and effectiveness in implementing replication strategies in service firms.Originality/valueThe proposed model is a pioneering examination of the influence of organizational attention on exploiting knowledge as a strategic resource; and specifically on three indications of the success of the replication strategy, namely accuracy, uniformity, and distinctiveness.
Location planning in charity retailing
Authors: Alexander Andrew , Cryer David , Wood Steve 
Published: June 2008

PurposeThis paper seeks to evaluate the particular conditions informing locational decision making and related network planning in the charity retail sector. Its purpose is to identify both differences and commonalities with related debates that have been focussed very largely on the grocery sector and the superstore format. Its wider purpose is to contribute to the growing literature on charity retailing which has not considered this aspect of retail management in detail.Design/methodology/approachDetails the particularities of charity retailing locational decision making and network planning through a detailed case‐study consideration of a hospice charity's emerging retail store network.FindingsFinds that existing conceptual and practical considerations pertaining to locational decision making in retailing require a nuanced re‐revaluation in relation to the locational and network planning of charity retailers. Identifies the importance of supply chain (stock donators) and workforce factors together with the customer demand in informing locational decision making.Originality/valueDetailed academic consideration of location planning in the charity shop sector is absent in the literature. The paper addresses this.
Cultural adaptation of the Strengthening Families Programme to a Swedish setting
Authors: Skärstrand Eva , Larsson Jörgen , Andréasson Sven 
Published: June 2008

PurposeThe purpose of this paper is to describe the adaptation and programme development of the Strengthening Families Programme to a Swedish setting.Design/methodology/approachA descriptive approach was employed with a focus on the cultural adaptation and programme development. This included meetings with two reference groups, a telephone interview with parents, translation of materials and production of videos and manuals. A pilot study was conducted which included course evaluations by students and parents, meetings with teachers and group leaders and a focus group interview with parents.FindingsThe programme format was altered in the Swedish version so that the youth sessions were held earlier during the day and the parent sessions later in the evening. Instead of having one family session at every meeting, the Swedish version included two family sessions in all. In the Swedish version, the booster sessions were incorporated as a regular part of the programme. In addition, more emphasis on alcohol and other drugs was added as well as an extra session. Following the evaluation of the pilot study, the materials were revised, with the inclusion of a “milder” vocabulary concerning disciplinary matters.Practical implicationsIt seems to be possible to disseminate the core elements in family programmes between different cultures, especially if care is taken to make adjustments to local conditions.Originality/valueThis paper makes a contribution to the research on how to culturally adapt prevention programmes.
Using intervention mapping for systematic development of two school‐based interventions aimed at increasing children's fruit and vegetable intake
Authors: Reinaerts E. , De Nooijer J. , De Vries N.K. 
Published: June 2008

PurposeThe purpose of this paper is to show how the intervention mapping (IM) protocol could be applied to the development of two school‐based interventions. It provides an extensive description of the development, implementation and evaluation of two interventions which aimed to increase fruit and vegetable (F&V) consumption among primary school children.Design/methodology/approachThe paper describes how information drawn from relevant literature and theory, as well as additional data collected from primary school children, their parents and teachers, were applied to the development, implementation and evaluation of the interventions. The IM protocol consists of five steps: defining proximal program objectives; applying methods and strategies for behavioural change; creating a program plan; preparing program implementation; and evaluation. An extensive assessment of the perceived health problem was conducted prior to beginning step 1 of IM.FindingsApplication of the protocol resulted in two school‐based interventions aimed at making F&V consumption habitual: a free F&V distribution program; and a multi‐component, age‐specific program consisting of a classroom curriculum and parental involvement.Practical implicationsThe matrices presented can provide health educators with a foundation for the development of future dietary interventions for children.Originality/valueBy providing a detailed description of the application of the IM, it was shown that the protocol can be used as a practical aid for the development of planned health promotion interventions. It proved to be an effective means for making well‐considered choices in every step of program development and implementation.
Barriers associated with implementing a campus‐wide smoke‐free policy
Authors: Adam Harbison Philip , Whitman Marilyn V. 
Published: June 2008

PurposeThe purpose of this study is to review the barriers associated with implementing a campus‐wide smoke‐free policy as perceived by the American Cancer Society's Colleges against Cancer (CAC) Program chapter representatives.Design/methodology/approachFour focus group sessions were conducted at the annual CAC National Leadership Summit in October 2006. A total of 109 participants, or 41.4 percent of the total population of CAC member institutions, attended the focus groups.FindingsAll participants identified encountering barriers at some stage of the implementation process. Three major themes emerged when participants were asked to identify what they perceived to be the most significant barriers to successfully implementing a campus‐wide smoke‐free policy: lack of administrative and staff support, student involvement, and resources.Practical implicationsWith the rising rate of smoking among college students and the release of the 2006 Surgeon General's report citing the harmful effects of secondhand smoke, the need for colleges and universities to take measures not only to curtail the number of smokers, but to limit the exposure to secondhand smoke is intensifying.Originality/valueA study examining the challenges faced by colleges and universities when trying to implement a campus‐wide smoke‐free policy is absent from the literature. The paper helps in identifying the most significant barriers that may encourage efforts among colleges and universities to lessen or eliminate these barriers.
The effect of organizational and individual characteristics on corporate intranet utilizations
Authors: Noorman Masrek Mohamad , Shahriza Abdul Karim Nor , Hussein Ramlah 
Published: June 2008

PurposeThis paper has the purpose of investigating the effect of organizational and individual characteristics on corporate intranet utilizations measured in terms of utilization modes, utilization for decision support and utilization for knowledge sharing.Design/methodology/approachThe study employed a positivist case study approach conducted at four corporate organizations operating in Malaysia. About 700 questionnaires were administered to intranet users yielding 359 usable responses.FindingsFour organizational characteristics, namely top management support, technical user support, functional integration and social norm, were found to be significantly related to intranet utilization variables. Likewise, four individual characteristics, namely web efficacy, personal information technology innovativeness, length of service and intranet experience, were also found to be significantly related to intranet utilization variables.Research limitations/implicationsOnly four organizational and individual characteristics were explored. In addition, data were collected employing a cross‐sectional design instead of longitudinal design. The perceptual measures used in the questionnaires could also contribute to biasness.Originality/valueThe study contributes to the body of knowledge by developing an empirical‐based framework that depicts the determinants of intranet utilization at user‐level perspective.
Ontologies for information security management and governance
Authors: dos Santos Moreira Edson , Andréia Fondazzi Martimiano Luciana , José dos Santos Brandão Antonio , César Bernardes Mauro 
Published: June 2008

PurposeThis paper aims to show the difficulties involved in dealing with the quantity, diversity and the lack of semantics security information. It seeks to propose the use of ontologies to tackle the problem.Design/methodology/approachThe paper describes the general methodology to create security ontologies and illustrates the case with the design and validation of two ontologies: system vulnerabilities and security incidents.FindingsTwo examples of ontologies, one related to systems vulnerability and the other related to security incidents (designed to illustrate this proposal) are described. The portability/reusability propriety is demonstrated, inferring that the information structured at lower levels (by security management tools and people) can be successfully used and understood at higher levels (by security governance tools and people).Research limitations/implicationsWork in the area of managing privacy policies, risk assessment and mitigation management, as well as CRM, business alignment and business intelligence, could be greatly eased by using an ontology to properly define the concepts involved in the area.Practical implicationsOntologies can facilitate the interoperability among different security tools, creating a unique way to represent security data and allow the security data from any security tool (for instance, Snort) to be mapped into an ontology, such as the security incident one described in the paper. An example showing how the two ontologies could be plugged into a high level decision‐making system is described at the end.Originality/valueAlthough several previous papers examined the value of using ontologies to represent security information, this one looks at their properties for a possible integrated use of management and governance tools.
Differences between potential, new and experienced e‐customers
Authors: Hernández‐Ortega Blanca , Jiménez‐Martínez Julio , José Martín‐DeHoyos M. 
Published: June 2008

PurposeThe purpose of the paper is to analyse the evolution of e‐customer purchasing behaviour. Certain perceptions of electronic commerce (EC) may differ according to the purchasing experience of customers. Three groups of e‐customers are differentiated: potential, new and experienced.Design/methodology/approachFirst of all, the socio‐demographic characteristics of each group were analysed using the Chi‐squared test. Then, using ANOVA and post hoc analysis (Scheffe's test), the differences that exist in their perceptions were analysed.FindingsData analyses show that level of experience with Internet and the perceptions about EC differ according to the e‐customer. Some variables, like perceived usefulness or attitude, increase significantly as the number of interchanges grows, while others, such as perceived ease of use, tend to stabilise. It can be affirmed that there is an evolving cycle of purchasing that will continue to develop as the individual acquires experience.Practical implicationsThis research enables the companies that want to compete in the e‐market to know the type of customer they are addressing. Moreover, the results obtained show what perceptions must be concentrated on if these companies want to capture new customers (potential e‐customers) or if they want to maintain existing customers (new and experienced). The evolution of this behaviour means that the strategies oriented to fomenting EC should stress one or another aspect depending on the target customer.Originality/valueWhile most research indistinctly analyses the behaviour of any e‐customer, this study has considered it necessary to differentiate at least three types of e‐customers in function of their purchasing experience. Thus, this is one of the few studies that allows us to know the evolution of the perceptions related to e‐commerce.