bluuebunny/crossref_metadata_2025_split huggingface dataset:
Prediction of attitude and behavioural intentions in retail banking
Authors: Baumann Chris , Burton Suzan , Elliott Gregory , Kehr Hugo M. 
Published: February 2007

PurposeThis research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer's willingness to recommend a bank and their intention to remain with their main bank short‐term (in the next six months) and long‐term (from six months to five years).Design/methodology/approachThe study was based on a mail survey of 1,951 individuals. Potential predictors were drawn from the literature and included in three separate regression models to model different types of loyalty.FindingsThe results indicate that willingness to recommend is best predicted by affective attitude, overall satisfaction and empathy. Short‐term behavioural intentions, however, were best predicted by overall satisfaction and responsiveness, while long‐term intentions were predicted by overall satisfaction, affective attitude and empathy. The three models explained a substantial amount of the variation in the dependent variables: 71 per cent for willingness to recommend, 43 per cent for short‐term intentions and 46 per cent for long‐term intentions.Research limitations/implicationsThe study adds to the discussion of the relationship between perceived satisfaction, service quality and a customer's intentions to recommend a bank and/or remain a customer. The results also contribute to the development of more parsimonious models, suggesting that affective attitude, overall satisfaction, empathy and responsiveness together explain a large percentage of the variation in customers' intentions.Practical implicationsBased on this study's findings, banks can profile customers with potential for defection based on only four variables.Originality/valueThe results demonstrate the importance of satisfaction measures and some SERVQUAL dimensions in predicting loyalty in retail banking. It also found evidence that not all five SERVQUAL measures are needed to profile customers and predict loyalty.
Making bancassurance work: matching global power to local knowledge
Authors: Norman Larry 
Published: February 2007

PurposeThe paper aims to provide an examination of the concept of bancassurance – the combined selling of insurance and banking products, from the viewpoint of a leading figure within the AEGON Financial Services Group.Design/methodology/approachThis is a short and accessible account of the concept and history of bancassurance and the principles that AEGON apply to it, to make it successful for them.FindingsSince it began in the 1980s, bancassurance has had mixed success not only in different markets but among different companies in the same market. The author argues that pursuing a specialised, local approach to bancassurance is the most effective way in maximising its benefits.Originality/valueThe paper provides an interesting insight into bancassurance from the perspective of AEGON Financial Services.
Increasing ISO 9000 certification benefits: a continuous improvement approach
Authors: Terziovski Milé , Power Damien 
Published: February 2007

PurposeTo test the strength of the relationship between motivation for seeking ISO 9000 certification, quality culture, management responsibility, and the perceived benefits derived from ISO 9000 certification.Design/methodology/approachThe research involved the development and application of a survey instrument applied to a sample of 1500 ISO 9000 certified organisations. The response rate was 27 per cent (400 responses). The data was analysed using SPSS for Windows, multivariate functions.FindingsAmongst the major findings is organisations that seek ISO 9000 certification with a proactive approach driven by a continuous improvement strategy are more likely to derive significant business benefits as a result. We also found that organisations can effectively use ISO certification as a means of promoting and facilitating a quality culture, where the quality auditor is an important player in the process.Originality/valueThe paper reinforces the long held anecdotal view that the development of a strong quality culture should precede ISO certification. Yet results also show that ISO certification can promote this culture. We conclude that the motivation for seeking certification would determine which comes first: the quality culture or ISO 9000 certification. The findings are important evidence for managers to make a decision whether to seek ISO 9000 certification or not. Our research results show that ISO 9000 certification can deliver significant business benefits if it is implemented as part of a continuous improvement strategy.
Using assessment centre performance to predict subjective person‐organisation (P‐O) fit
Authors: Garavan Thomas N. 
Published: February 2007

PurposeThis research aims to contribute to the discussion of P‐O fit by examining the potential of assessment centre performance to predict graduate P‐O fit over time. Does assessment centre performance provide predictive value over and above that provided by personality, work experience, level of degree, socialisation tactics, and quality of training and development?Design/methodology/approachThe study utilises a panel design and surveyed graduates at three points over a six‐year period. The sample size used for analysis was 137.FindingsThe findings revealed that assessment centre performance predicted P‐O fit, even after controlling for personality, level of initial degree, work experience, socialisation tactics and quality of training and development. The findings indicated that assessment centre performance had predictive value over the six‐year period of the study.Research limitations/implicationsThe study indicates that the assessment centre has long‐term value as a selection tool in the context of predicting P‐O fit. The implications for future research include the extent to which this finding will hold for objective as well as subjective P‐O fit. It is also appropriate to investigate the link between assessment centre performance and P‐O fit, based on the perceptions of others such as boss and subordinates. Future research should examine these relationships on a different sample of employees.Originality/valueExamines the potential of assessment centre performance to predict graduate P‐O fit over time.
The audit expectation gap: evidence from Lebanon
Authors: Munir Sidani Yusuf 
Published: February 2007

PurposeThe audit expectation gap has been examined in many regions of the world, but the extent of such a gap has not been investigated in many Middle‐Eastern countries. This study attempts to assess the possible existence of an expectation gap between accountants and non‐accountants in Lebanon.Design/methodology/approachSurvey research was conducted on a sample of accountants and non‐accountants and comparisons made.FindingsA significant “reasonableness gap” was uncovered. There is a gap between the auditors' understanding of their profession compared with the perceptions of others. There is a significant difference in perceptions of the role of the auditor in respect of fraud detection. Neither group had a strong image of the Lebanon profession compared with worldwide audit practices or with the technical qualifications of the auditors.Research limitations/implicationsThis research can be extended through assessing whether there are differences between different non‐accountants (judges, lawyers, bankers, brokers, etc.) in terms of their understanding of the role of external auditors.Practical implicationsMuch more concerted effort needs to be exercised from professional syndicates and other relevant stakeholders in developing the image of the profession and addressing the varying perceptions and attitudes towards it.Originality/valueThis paper adds evidence to the important debate about expectation gap from a region that has had little coverage.
Serving the world's poor: innovation at the base of the economic pyramid
Authors: Anderson Jamie , Billou Niels 
Published: February 2007

PurposeThe purpose of this paper is to test the hypothesis that there are common challenges and approaches in serving low‐income customers in developing markets, and that these can be articulated and refined to get better business results.Design/methodology/approachThis article derives from research on serving customers at the bottom of the economic pyramid in industries such as fast‐moving consumer goods (fmcg), financial services, telecommunications, construction, health care and home appliances. A two‐year research project was undertaken to test the hypothesis that there were common challenges and approaches in serving bottom of the economic pyramid customers, and that these could be articulated and refined to get better business results. Field visits were made to China, Egypt, India, Mexico and the Philippines, and in‐depth interviews took place with companies that had succeeded in serving customers living in poverty. Companies were identified from the existing body of literature, observation and personal contact. Additionally, data were collected from developing case studies on multinational corporations and local firms that have been successful in serving low‐income customers in developing markets.FindingsThe research resulted in the development of a structured framework for developing strategies to serve low‐income customers in emerging markets,Practical implicationsThe paper is of direct practical relevance for management practitioners. In particular, the paper suggests that managers need to go beyond traditional marketing approaches to adopt strategies that are customer‐ rather than firm‐centric, and take into account the unique institutional context of many developing markets.Originality/valueThe paper is original in its recommendation that managers might also need to go beyond traditional business partners in developing markets, and explore the role of non‐traditional participants.
The connected enterprise: beyond division of labor
Authors: Galpin Timothy , Hilpirt Rod , Evans Bruce 
Published: February 2007

PurposeThe central messages of the article are threefold. First, a summary of research testing the perception that cross‐functional organization designs provide key advantages and differentiators for firms in today's hypercompetitive business climate. Second, includes a multifaceted “body of evidence” (e.g. multiple data sources, a range of industries, and various levels of management). Third, pragmatic recommendations regarding how to advance elusive cross‐functional organization design constructs, which today's executives are increasingly seeking to implement.Design/methodology/approachThe article addresses several key questions – are organizations today more like cross‐functional “symphonies” or do they still resemble the traditional, functional, manufacturing model? Are cross‐functional organizations really more effective than functional organizations? And, if cross‐functional organizations are more effective, why aren't they more prevalent? To answer these questions, information from three key sources was assembled to test a body of evidence: first, a Business Schools Programs Review: a comparison of “functional” versus “cross‐functional” business school programs, that included 61 schools offering Masters of Business Administration degrees, located across the USA; second, a scan of the business literature available from five key online sources; and third, a management survey that included 212 total respondents from 37 different industries.FindingsThe evidence presented supports five key conclusions: “Functionality” is still the prevailing organization design. Business schools are not functionally focused, but corporate training is. Functionality dominates the management literature. More managers manage functionally. Cross‐functional organizations appear to have several performance advantages over functional organizations.Research limitations/implicationsThe key limitation of the current research, and implication for future research, is that cross‐functional and functional organizational financial performance comparisons were not conducted. Financial performance comparisons should be addressed by future research.Practical implicationsThe article provides a set of 12 pragmatic recommendations regarding how to implement cross‐functional organization design structures.Originality/valueThe content of the article is useful to executives and managers for several reasons, including: pragmatic recommendations regarding how to implement cross‐functional organization design structures, which today's executives are increasingly seeking to employ. Multifaceted evidence highlighting the differences between functional and cross‐functional structures. Research confirming the assumption that cross‐functional organization designs provide a key differentiator for firms in today's hypercompetitive business climate. Broad application to companies across multiple industries. An overview of available organization design literature and case examples.
Tin pest in electronics?
Authors: Plumbridge W.J. 
Published: February 2007

PurposeTo review the literatures, and to consider the latest results regarding the formation of tin pest in lead‐free solders and interconnections.Design/methodology/approachPrevious work, over almost a century, on tin pest formation in tin and its alloy has been critically analysed. Samples of the new generation of lead‐free solders, which have experienced long term storage at −18 and −40°C, have been examined.FindingsTin pest has been observed in bulk samples of tin −0.5 (wt%) copper solder after exposure at −18°C although not at −40°C. Other lead‐free alloys (Sn‐3.5Ag, Sn‐3.8Cu‐0.7Cu and Sn‐Zn‐Bi) have been immune to date. Large‐scale model joints exhibit tin pest but actual joints may be resistant due to the limited free solder surface available and the constraint of intermetallic compounds and components.Research limitations/implicationsThe possibility of tin pest formation in joints remains. It seems that impurities are essential protection against it, but for long term applications there is no certainty that tin pest and joint deterioration will never occur.Originality/valueThe paper considers the various factors that may affect tin pest formation and demonstrates its existence in one of the more popular new lead‐free alloys.
Lithographically printed voltaic cells – a feasibility study
Authors: Southee Darren , Hay Gareth I. , Evans Peter S.A. , Harrison David J. 
Published: February 2007

PurposeIt has been shown that circuit interconnects and various passive components can be fabricated on a variety of flexible substrates using the offset lithographic process. This paper reports on a feasibility study investigating the manufacture of voltaic cells deposited via offset lithography.Design/methodology/approachThe Leclanché cell, an established battery chemistry, was chosen as an appropriate technology for adaptation to the offset lithographic process. Development of inks with appropriate rheological properties for lithographic printing was undertaken. Zinc and carbon electrodes were fabricated with silver‐based current collectors. Electrolyte composition was investigated along with separator materials.FindingsZinc and carbon‐based inks have been produced which result in deposited material appropriate for use as electrodes. A separator material soaked in electrolyte has been combined with these electrode structures and an MnO2 paste to form a voltaic cell. A printed battery, made up of these voltaic cells, with a capacity greater than 8 mAh at 6 V has been produced.Originality/valueThe fabrication of voltaic cells via offset lithography facilitates the production of electronic systems with power sources provided by the same printing process. This paper provides information of interest to all those involved in the developing industry of printed and flexible electronics.
Implementation of the RoHS directive and compliance implications for the PCB sector
Authors: Goosey Martin 
Published: February 2007

PurposeTo present an overview of the current status of the RoHS directive and its implications for the printed circuit board (PCB) industry.Design/methodology/approachA review paper detailing the requirements of the RoHS directive, the materials that are proscribed, where they are found and the impacts on PCB fabrication and assembly.FindingsThe main implications of RoHS for the PCB industry are related to the proscription of lead and the move to lead‐free assembly. Tin‐lead HASL finished boards will no longer be allowed and new laminates may be needed to accommodate the higher soldering temperatures associated with lead‐free assembly. There is growing pressure to move away from the use of brominated flame retardants, even though the standard materials used in FR4 type laminates are not proscribed.Research limitations/implicationsManufacturers need to be aware of the implications of the RoHS directive, not just in terms of compliance but also from a materials selection and reliability perspective.Originality/valueThe paper details how the RoHS directive impacts PCB manufacturing and assembly and highlights the changes needed to enable reliable lead‐free assembly within the context of legislative compliance. Actions necessary to ensure compliance are also detailed.
Tourism and the general agreement on trade in services
Authors: George Babu P. , Henthorne Tony L. 
Published: February 2007

PurposeThe paper is developed around, and aims to focus on, the possible impacts of the General Agreement on Trade in Services (GATS) for sustainable development of tourism, especially in the context of the third world.Design/methodology/approachThe paper is an exploration of the issues.FindingsFindings generally imply that the historical development of GATS is not in tune with the aspirations of the small and medium scale enterprises in tourism, especially those located in the South. The agreements show only scant regard for the principles of sustainable development, too.Practical implicationsOn a pragmatic level, the paper highlights the opportunities and threats to the stakeholders. It focuses on the most disadvantaged ones in tourism development and provides a set of guidelines for informed action.Originality/valueThe paper tries to explain the meaning and intent of technical and arcane treaty clauses in understandable terms and provide a set of guidelines within which the treaty has to be structured for the best results. The paper offers valuable inputs for the negotiators, the tourism business community, the NGOs, the governments, and other stakeholder groups.
Housing and superannuation: social security in Singapore
Authors: Reisman David 
Published: February 2007

PurposeSingapore does not have a welfare State. Instead it has full employment, rapid growth, affordable education and equality of opportunity. It also has the Housing Development Board and the Central Provident Fund. Public housing and compulsory savings are the subject of this paper. The purpose of the study is to investigate the nature of the symbiosis and the strategy.Design/methodology/approachThe paper collects evidence on housing and superannuation to establish the precise link between them.FindingsIt is established that a great deal of Singaporeans' savings and wealth is locked up in their flats and houses. It shows that the relationship is risky in view of a rapidly ageing population and an increasing life‐expectancy in the post‐earning years.Practical implicationsSingapore is used as a case study to derive lessons for other countries wishing to combine good housing with adequate retirement provisions.Originality/valueThe paper seeks to show that housing and superannuation are both valuable elements in responsible public policy, but that, when combined, it is possible to have too much of a good thing.
How culture evolves: an institutional analysis
Authors: Kathleen Williams Leslie 
Published: February 2007

PurposeThis paper seeks to propose a framework that describes how culture evolves and how certain external shocks may or may not cause it to change.Design/methodology/approachThe central point is that culture, like firms and markets, is a type of institution and is, therefore, susceptible to the same sort of analysis applied to other institutional forms. In this study, culture is examined from the game‐equilibrium view of institutions that suggests that norms of behavior are endogenously generated and become self‐enforcing through the repeated interaction of individuals. Two historical examples are offered to assess the proposed framework: the experience of ethnic Malays in Malaysia following independence from Britain, and Brazil's agricultural workers during the early part of the twentieth century.FindingsConceptualizing culture in institutional terms challenges conventional wisdom, which regards culture as exogenously given. The institutional view of culture permits an evaluation of environmental changes as to the likelihood that they will change generally held beliefs.Research limitations/implicationsTo the extent that culture explains, in part, the economic performance of societies, the implication for policy makers is that they do not have to wait patiently for slow cultural change or rely on serendipity to achieve a more productive culture paradigm.Originality/valueThis paper applies concepts from institutional economics to the study of culture evolution and change.
The social and economic impact of the call center industry in Ireland
Authors: Jobs Charles , Burris Deena , Butler David 
Published: February 2007

PurposeThis paper seeks to build on a previous article published in International Journal of Social Economics Vol. 33 No. 10 titled, “A case study in the globalization of jobs in Ireland” by objectively assessing many socioeconomic implications of the call center industry in Ireland. The paper first builds a foundation of understanding on what comprises the call center sector and highlights the fact that it is a large, complex and stratified business. It investigates the socioeconomic impact of this industry on Ireland by analyzing how Irish call center jobs pay compared with other Irish industry sectors and the impact of immigration on salary levels. The paper also assesses the evolution of the business model of Irish call centers and Ireland's international recruiting patterns as they impact the Irish labor pool. Finally, it seeks to explore in depth the nature of call center sociopolitical activity and influence.Design/methodology/approachThis general review is based on a field research project including survey data obtained by a team from the University of Southern Mississippi and supported by The Irish Development Agency (IDA). The survey collected data about the workers, management and demographic trends of the Irish call/contact center sector. This information is enhanced by review of literature and available secondary data.FindingsThis paper builds a foundational understanding for the reader of the true nature of the call center business within Ireland and in global terms. It offers a balanced assessment to the common perception that call centers are white‐collar sweatshops and articulates the true nature of this stratified and evolving business sector. The paper then explores the socioeconomic impact of the evolution of this key employment sector in Ireland.Originality/valueIt builds on the case study paper featured in Vol. 33 No. 10 of the International Journal of Social Economics by investigating in greater detail the social and economic impact of this research on Irish workers. The value is that the paper studies a significant Irish industry sector in terms of social effects brought on by change due to advances in technology and the globalization of jobs. This is important to economic development groups such as IDA Ireland and development agencies in other countries facing similar situations.