bluuebunny/crossref_metadata_2025_split huggingface dataset:
Issues and recommendations in evaluating and managing the benefits of public sector IS/IT outsourcing
Authors: Lin Chad , Pervan Graham , McDermid Donald 
Published: June 2007

PurposeThe main purpose of this paper is threefold: to understand public‐sector outsourcing in Australia; to examine the linkage between IS/IT outsourcing and the use of evaluation methodologies; and to identify issues that are critical in evaluating and managing IS/IT outsourcing contracts in public‐sector organizations.Design/methodology/approachA survey of the top 500 Australian organizations and two in‐depth case studies of two Australian public‐sector organizations were conducted.FindingsSeveral key issues for IS/IT outsourcing were identified – problems in evaluating outsourcing contracts, embedded contract mentality, ability to manage contracts, and staff transition management.Practical implicationsOutsourcing organizations need to implement changes carefully and assess their in‐house capabilities. They also need to fully understand and apply the IS/IT investment evaluation and benefits realization processes. In order to reach the magnitude of improvements ascribed to IS/IT outsourcing organizations need to undertake proper risk assessment and effectively manage outsourcing relationships. These all have to be done before and during the vendor/technology selection assessment and contract negotiation process.Originality/valueIS/IT outsourcing in the public sector is particularly under‐studied. This study identifies several key issues for organizations undertaking IS/IT outsourcing. Recommendations are provided to assist outsourcing organizations in dealing with these issues.
Hotel general manager profile in China: a case of Guangdong Province
Authors: Li Lan , Ching‐Yick Tse Eliza , Xie Lishan 
Published: June 2007

PurposeThe purpose of this research is to investigate general managers' (GM) demographic characteristics and career paths in China's indigenous economy and budget hotels.Design/methodology/approachA questionnaire was chosen as the most appropriate means of obtaining information from 104 general managers in Guangdong Province, China.FindingsThe data from this study indicate that the majority of general managers are between ages of 31‐51, predominantly males with three‐year vocational college educations, and trained in either a hospitality/business‐related major or totally non‐business‐related major. The career paths of younger general managers show more similarities with their counterparts on the international market. However, some unique differences are identified. General managers in China have more years of non‐hotel experiences and pursue more diversified experiences. Experience in marketing and sales and human resources are considered particularly important in qualifying them for the GM position.Research limitations/implicationsNon‐random sampling was used, and it only focused on GMs in one region of China.Practical implicationsThe study shed some light on the demographic characteristics of GMs and the change of career paths over the past 20 years in China. The knowledge obtained from this study will help foreign hotels operating in China effectively select the right leaders and partners. Most importantly, the results will offer useful information to the Chinese hospitality industry as it expands its role in China.Originality/valueWhile an updated career development research of hotel GMs is needed, the findings have an incremental contribution to the body of knowledge on career development and a better understanding of hotel GMs in China.
Evaluating the efficiency of trucking operations with weekend freight leveling
Authors: Humphrey Anthony S. , Don Taylor G. , Usher John S. , Whicker Gary L. 
Published: June 2007

PurposeThe purpose of this paper is to examine whether or not driver life, carrier performance, and customer service can be improved as a result of the use of a technique called yard‐stacking in the truckload trucking industry. The technique seeks to find ways to provide level freight availability during normal weekly cycles in an effort to seek improvement relative to all constituencies.Design/methodology/approachSimulation is used to examine the use of yard‐stacking on Fridays to provide additional freight on weekends, which is generally much less available than on weekdays. In this technique, before being dispatched on Friday for a long‐haul, a driver initially picks up a load to make a short “dray” move from the customer site to the carrier's closest terminal yard. During the weekend, another driver picks up the drayed load. In this research, we evaluate the potential of weekend yard‐stacking under a variety of scenarios.FindingsThe paper shows that a carrier's adaptation of weekend freight leveling can be beneficial to both trucking companies and their customers, while remaining relatively neutral to drivers.Research limitations/implicationsCarriers may be able to utilize Friday yard‐stacking to improve their cost efficiency, driver satisfaction and customer performance.Originality/valueThis research extends the knowledge base of truckload freight imbalance problems. It was industrially motivated by J.B. Hunt Transport, Inc., one of the world's largest truckload carriers, who provided freight data and conceptual guidance.
Natural disaster management planning
Authors: Perry Marcia 
Published: June 2007

PurposeThe paper aims to discuss the findings of a humanitarian logistics manager field study on response activity concerning the 2004 tsunami disaster in terms of what should have occurred and to present a comprehensive hindsight‐analysis case for a model placing natural disaster response activity clearly within the context of local‐nation‐led, holistic and inclusive natural disaster planning.Design/methodology/approachThe qualitative testing of a conceptual framework of natural‐disaster response requirements through interviews with tsunami‐response logistics managers, the analysis of the findings in the light of tsunami‐hindsight “effective disaster management” themes of recent academic literature and multi‐agency reports and the development of the holistic, inclusive planning model.FindingsThat natural disaster response activity needs to be viewed holistically in the context of a disaster management planning continuum that ideally starts well before the response action is required and of which locally‐led inclusiveness is a crucial component.Research limitations/implicationsThe model needs to be tested for its applicability as a planning instrument and guide for response activity in the context of future natural disasters.Practical implicationsThe holistic/inclusive planning model has been developed to guide natural disaster planners as well as add to academic discourse in the search for natural disaster management solutions.Originality/valueThe study is original with its field‐based qualitative research foundation and reflective hindsight analysis.
The synergic relationship between TQM and marketing in creating customer value
Authors: Mele Cristina 
Published: June 2007

PurposeThe purpose of this paper is to analyse the relationships between marketing and quality in the value‐creation process.Design/methodology/approachThe paper combines the findings from a literary review and multiple case studies to develop a conceptual framework of the synergistic relationship between total quality management (TQM) and marketing in creating customer value.FindingsTwo main conclusions arise from the study: TQM is a platform for the full realisation of marketing potentialities by revitalising the marketing concept and fostering its implementation; and TQM and marketing are complementary and synergistic in facilitating efficient management of the process of value creation and delivery.Research limitations/implicationsThe developed framework is only part of the complex relationship between marketing and quality. Nevertheless, it provides a solid basis from which to integrate the knowledge, tools, and methodologies of marketing and quality.Practical implicationsThe study provides valuable practical insights into the effective management of marketing and quality in the creation and delivery of customer value.Originality/valueThe paper addresses a gap in the literature by analysing the synergistic links between TQM and marketing in the value‐creation process.
The influence of culture on perceptions of service employee behavior
Authors: Kong Mikyoung , Jogaratnam Giri 
Published: June 2007

PurposeThe purpose of the study is to explore and compare customer perceptions of service encounter behavior in the USA and the Republic of Korea and to identify the relationship of the underlying behavioral dimensions to customer satisfaction.Design/methodology/approachA questionnaire was designed to collect data in the USA and Korea. Exploratory factor analysis was employed to extract the most distinct set of behavioral dimensions underlying each culture. Predictive validity was examined using correlations and regression analysis.FindingsKey differences were found between US and Korean restaurant customers' perceptions of wait‐staff behavior and their impact on performance. While personalization was a significant predictor of satisfaction in the US sample, concern was a significant predictor for the Koreans. Courtesy and civility were important to both samples.Practical implicationsCustomer satisfaction is strongly influenced by employee behavior. To ensure success in international markets, service providers should recognize and understand the differences that potentially exist based on nationality and culture. Resources allocation decisions pertaining to training and service provision should be designed to effectively respond to local customer needs.Originality/valuePrevious research seeking to explain customer satisfaction has for the most part overlooked the interaction between the customer and the service provider. This research extends previous work by examining cross‐cultural differences and intends to provide a better understanding of restaurant customers in the USA and Korea, as well as to enable restaurant operators and managers to better service their clientele in the global marketplace.
Perceived e‐service quality (PeSQ)
Authors: Cristobal Eduard , Flavián Carlos , Guinalíu Miguel 
Published: June 2007

PurposeThe objectives of this article are to develop a multiple‐item scale for measuring e‐service quality and to study the influence of perceived quality on consumer satisfaction levels and the level of web site loyalty.Design/methodology/approachFirst, there is an explanation of the main attributes of the concepts examined, with special attention being paid to the multi‐dimensional nature of the variables and the relationships between them. This is followed by an examination of the validation processes of the measuring instruments.FindingsThe validation process of scales suggested that perceived quality is a multidimensional construct: web design, customer service, assurance and order management; that perceived quality influences on satisfaction; and that satisfaction influences on consumer loyalty. Moreover, no differences in these conclusions were observed if the total sample is divided between buyers and information searchers.Practical implicationsFirst, the need to develop user‐friendly web sites which ease consumer purchasing and searching, thus creating a suitable framework for the generation of higher satisfaction and loyalty levels. Second, the web site manager should enhance service loyalty, customer sensitivity, personalised service and a quick response to complaints. Third, the web site should uphold sufficient security levels in communications and meet data protection requirements regarding the privacy. Lastly, the need for correct product delivery and product manipulation or service is recommended.Originality/valueMost relevant studies about perceived quality in the internet have focused on web design aspects. Moreover, the existing literature regarding internet consumer behaviour has not fully analysed profits generated by higher perceived quality in terms of user satisfaction and loyalty.
3D consistent boundary‐flux problem in domains with complex geometry
Authors: Todorov Todor D. 
Published: June 2007

PurposeTo obtain error estimates for 3D consistent boundary‐flux approximations.Design/methodology/approachIsoparametric approach is used for constructing finite‐element approximations.FindingsThis research study presents a convergence analysis of 3D boundary‐flux approximations. Error estimates are proved for the approximate solutions of the problem under consideration.Research limitations/implicationsGeneral results for a consistent boundary‐flux problem are obtained for all 3D domains with Lipschitz‐continuous boundary. This investigation will be continued studying combined effect of curved boundaries and isoparametric numerical integration. An optimal refined strategy with respect to algorithmic aspects for solving 3D boundary‐flux problem also will be considered.Practical implicationsThe obtained results enable engineers to calculate the flux across the curved boundaries using finite element method (FEM).Originality/valueThe paper presents an isoparametric finite‐element method for a 3D consistent boundary‐flux problem in domains with complex geometry. The work is addressed to the possible‐related fields of interest of postgraduate students and specialists in fluid mechanics and numerical analysis.
A comparative analysis of the use of work‐life balance practices in Europe
Authors: Straub Caroline 
Published: June 2007

PurposeThe objectives of this study are: to identify and compare companies' involvement with work‐life balance practices and policies in 14 European countries, and to test whether these practices actually enhance the career advancement of women to senior management positions.Design/methodology/approachA comparative descriptive analysis shows differences in work‐life balance practices and policies and women's participation in the workforce between countries. In order to test whether work‐life balance practices and policies enhance the career advancement of women to senior management positions a multiple regression analysis is performed.FindingsThere are certain differences in the provision of work‐life balance practices and women's participation in the labour force among European companies. A positive influence of work‐life balance policies and practices on women's career advancement into senior management positions was confirmed in only one case – the payment of an additional amount for maternity leave. All other practices were shown to have no significant impact or a significant negative relationship.Originality/valueAn interesting issue is whether work‐life balance practices and policies help remove the glass ceiling. There has been little research on the impact of work‐life balance practices and policies on women's career advancement. This study attempts to redress this dearth by examining the role of work‐life balance practices and policies on women's career advancement.
Gender, language and the workplace: an exploratory study
Authors: Sheridan Fiona 
Published: June 2007

PurposeThe study aims to examine the role that gendered talk plays in the workplace in both task and non‐task related interactions.Design/methodology/approachThe research undertaken is a hybrid of qualitative and quantitative research using a single case study. The case study, comprising mixed gender and mixed status employees of an American multinational corporation, demonstrates similarities and differences between women's and men's speech patterns in this workplace setting. Through the recording and subsequent transcription of meetings that took place among the participants, a data archive was created, enabling analysis of the conversations to take place.FindingsThe research findings imply that organisations may need to move away from cultures that favour particular talk related norms to ones that facilitate the integration and assimilation of different types of talk, recognising that women and men use language differently.Research limitations/implicationsThe speaking dimension of communication is very rich and can be understood at many different levels. Thus, by virtue of the nature of this undertaking along with the richness and the time and energy constraints within which it operated, it was impossible to broaden the scope of the inquiry any further. It is necessary to continue this research involving various other combinations of participants on a gender and a status dimension.Practical implicationsThis research uncovers the impact of gendered talk on decision making and leadership in the organisation.Originality/valueThis paper offers valuable insights for practitioners in relation to the challenge faced by organisations in their need to achieve a more balanced representation of women and men in decision‐making positions.
Financial mechanism for the relief expenditure in India: some observations
Authors: Pande Rajnish , Pande Ravindra K. 
Published: June 2007

PurposeThis paper proposes to study institutional financial arrangements in India at national, state and district levels for providing relief and rehabilitation to the affected persons during natural hazards.Design/methodology/approachIndia's location and geographical features render it vulnerable to a number of natural hazards such as cyclone, drought, floods, earthquakes, landslides etc. The Government and people have learned a lot of lessons from the past experiences and have developed a financial system to provide relief to affected persons during/after natural disasters.FindingsFor seeking assistance from National Fund for Calamity Relief (NFCR), the concerned State Government is required to send a memorandum, indicating in detail the sectorwise damage, requirements of funds from NFCR etc. Lack of information, in most of the cases, leads to delay in processing the requests of the State Government.Research limitations/implicationsThe study is based on the data/information collected for the last ten years (1995‐2005). The period is short for developing any hypothesis but sufficient care has been taken to consider vital factors.Practical implicationsA calamity of rare severity requires a high level of relief assistance from the State. Sound financial mechanism helps the Government to tackle the problem immediately and efficiently.Originality/valueThe study highlights shortcomings in the financial mechanism for relief in India and suggests steps to overcome them.
Preparing for natural hazards: the role of community trust
Authors: Paton Douglas 
Published: June 2007

PurposeThis paper seeks to examine how perception of the relationship between people and sources of information influence hazard preparedness and how trust in civic emergency planning agencies responsible for risk communication influences preparedness decisions. It aims to hypothesize that: familiarity with and information about hazards predicts the relative importance of trust; and that levels of trust are influenced by community characteristics.Design/methodology/approachA cross‐sectional analysis of the relationship between trust and hazard preparedness was conducted. Hypotheses were tested using data on bushfire, volcanic and earthquake hazards. Data were analysed using multiple regression analyses.FindingsThe first hypothesis, that situational factors predict the relative importance of trust, was supported. Partial support was forthcoming for the second hypothesis. Collective problem solving and empowerment predicted levels of trust.Research limitations/implicationsThe findings demonstrated the utility of this multi‐level model for the analysis of risk communication and need to accommodate societal‐level variables in future risk communication research. The source of information plays a role in risk communication that is independent of the informationper se.Practical implicationsThe relationship between people and civic agencies and the information provided must be accommodated in planning risk communication. The analysis provides an evidence‐based framework for the development of risk communication strategies based on community engagement principles.Originality/valueThis is the first time this multi‐level model has been applied to natural hazards and contributes to understanding the contingent nature of the risk communication process.
An overview on the technological disasters
Authors: Mohamed Shaluf Ibrahim 
Published: June 2007

PurposeThe purpose of this paper is to provide graduate students, researchers, governmental and independent agencies with an overview of technological disasters.Design/methodology/approachTechnological disasters are subjects of concern to researchers, academicians, governmental and independent agencies. Disasters are classified into natural and man‐made disasters. For an incident to be classified as a disaster, the disaster criteria should be met. Several disaster criteria have been proposed defining the disasters in terms of casualties, economic loss and environmental impact. The disasters which involve major hazard installations (MHIs) are known as technological disasters. The technological disaster definition, stages, types, criteria, factors, models have been reviewed. This paper presents an overview of technological disaster definition, criteria, stages, models, factors, and prevention.FindingsAlthough the technological disasters may occur at non‐MHIs, it has been noted that most of the technological disasters involved MHIs and that their impact is not limited to the plants but can extend to neighboring surroundings. The technological disaster consists of three stages: before, during, and after disaster. There are many factors contributing to the technological disasters, some of which are observed clearly while others are partially hidden. The main technological disaster factors were identified as human, organizational and technological errors. Few models have been drawn describing the sequence of development of the technological disaster.Originality/valueThis paper presents an overview on the technological disaster definition, criteria, types, stages, models, factors, and prevention and combines the scattered information on technological disaster into one record.
Maximizing aid benefits after urban disasters through partnerships with local water sector utilities
Authors: Pinera Jean‐François , Reed Robert A. 
Published: June 2007

PurposeThe purpose of this article is to review the status of current research on how disaster response can best adapt to the urban environment. It looks specifically at water supply assistance, analysing the role and interaction of the various stakeholders and, in particular, the relationship between aid agencies and water utilities.Design/methodology/approachThe review is based on published and unpublished documents produced on the response to emergencies having taken place in developing countries in the last 30 years.FindingsThe article reproduces statistical data on the rising trends in the incidence of disasters in cities, which emphasizes the relevance of the subject. It also shows that the experience accumulated in the last decade on the response to urban disasters suggests that partnerships between water utilities and aid agencies are beneficial. But the means to achieve this partnership require a more in‐depth analysis.Research limitations/implicationsThis review is based only on the literature and should be completed by a case study research in order to support and further develop its theses.Originality/valueWhile the level of access to urban services in the developing countries has been extensively researched in “normal times”, there has been little exploration of its role in crisis situations. This article points out the value of such research and recommends that more analysis is carried out.