bluuebunny/crossref_metadata_2025_split huggingface dataset:
A model of customer retention of dissatisfied business services customers
Authors: White Lesley , Yanamandram Venkata 
Published: June 2007

PurposeThe purpose of this paper is to present a theoretical framework of the factors that potentially influence dissatisfied customers to continue purchasing from their existing service provider in the business‐to‐business (B2B) services sector.Design/methodology/approachThis review paper synthesises the findings from previous studies on switching barriers, and relationship variables, dependence, and calculative commitment.FindingsFive major factors deter customers from switching to an alternative service provider: switching costs; interpersonal relationships; the attractiveness of alternatives; service recovery; and inertia. These factors are mediated by dependence and calculative commitment.Originality/valueThis is the first comprehensive study of the factors that potentially influence dissatisfied customers to remain behaviourally loyal to a service provider in the B2B services sector. This important study has significance for marketers in developing strategies for customer retention and service recovery.
Internet retailing quality: one size does not fit all
Authors: Francis Julie E. 
Published: June 2007

PurposeThe objectives of this paper are to examine the stability of the dimensions of quality across various categories of internet retailing and to identify the quality criteria that are associated with each category.Design/methodology/approachInterviews are conducted to examine the quality requirements of internet shoppers relative to four categories of internet retailing. A quality criteria model (or RECIPE) is developed for each category and a comparison of the instruments is performed.FindingsAll four categories of internet retailing involve quality dimensions of “web site”, “transaction”, “delivery”, “customer service”, and “security”. However, the criteria within these dimensions are not stable across the categories. Most of the differences relate to the transaction and fulfilment processes.Research limitations/implicationsIn measuring and managing internet retailing quality, “one size does not fit all”. Quantitative research is required to develop and refine quality measurement scales for the three categories of internet retailing for which such instruments do not exist.Practical implicationsManagers should use category‐specific quality management tools to ensure that the purchase and fulfilment requirements of customers are addressed adequately and appropriately.Originality/valueBecause most studies assume that all types of internet retailing are much the same, they have proposed general‐purpose scales for measuring quality. In contrast, the present study identifies and describes four category‐specific variations of internet retailing quality.
Communicating Total Reward at O2
Authors: Fyffe Rachel 
Published: June 2007

PurposeThis paper looks at reward structures for employees at O2.Design/methodology/approachO2 gave pensions and share plans a complete communications facelift. They set up drop‐in surgeries and introduced a Total Reward website.FindingsO2 saw a huge increase in understanding of how share plans work. There was a steady increase in pension scheme membership and the reward website was viewed very positively.Originality/valueThe hope is that the understanding that people have of their total package will mean that they feel better equipped to make good choices about their benefits, and crucially, they will have more of an appreciation of the investment that O2 makes in them.
Get group agreement fast
Authors: Lewis Clive 
Published: June 2007

PurposeThe purpose of the paper is to consider how facilitation can be used specifically in teams when consensus is required.Design/methodology/approachThe paper discusses how facilitation can be used in teams.FindingsFinds that teams which mine for the collective intelligence of all members engage people and come to decisions that team members own.Practical implicationsSuggests that hurried or imposed decisions will fail to get the support of the team. In this way, management is contributing to its own failure. Points out that facilitators need both a set of generic skills and specific techniques which they can apply to group decision‐making.Originality/valueArgues that the skills of facilitation in ensuring that people are heard and valued equally are essential to such decision‐making.
Managing racism in the workplace: the Lancashire County Council approach
Authors: McPherson Blair 
Published: June 2007

PurposeThe paper aims to discuss the management of racism in the workplace in the context of the row over racism in the UK reality‐TV program, Big Brother.Design/methodology/approachThe paper shows how bullying or personality clashes can escalate into claims of racism and gross misconduct. It highlights the importance of establishing a culture where everyone takes responsibility for challenging racial and sexual stereotypes, ageist comments and insensitivity towards people with a disability. The paper describes Lancashire County Council's strategy for developing managers' people‐management skills based around one‐to‐one executive coaching and mentoring.FindingsThe paper advances the view that, if all staff feel valued, respected and treated fairly, the organization they work for is unlikely to be characterized by bullying, harassment and discrimination. This requires managers to become more sensitive to people's needs and to improve their leadership skills by gaining insight into how their behaviour affects the people they manage.Practical implicationsThe paper makes clear that, if bullying, harassment, prejudice and discrimination are present in the workplace, managers must take action, set standards of behaviour and spell out their expectations.Originality/valueThe paper highlights the key role of people management and a healthy organizational culture in combating discrimination on the grounds of race, gender, age or disability.
The RepoMMan project
Authors: Green Richard , Dolphin Ian , Awre Chris , Sherratt Robert 
Published: June 2007

PurposeThe purpose of this paper is to report on the work of the JISC‐funded RepoMMan project, which is developing a tool that will allow users to interact with a Fedora‐based institutional repository. The tool facilitates user interaction with the repository whilst developing content, using a browser interface, and will bring partial automation to the process of assigning metadata to objects, as they are made accessible to a wider audience.Design/methodology/approachThe development of the RepoMMan tool is user‐needs‐driven and the project team has conducted face‐to‐face interviews and an online survey with potential research users. The findings from these parallel approaches have provided an insight into the needs of this group. Similar work will be undertaken with potential users in the teaching and learning community, and in administration. The RepoMMan tool utilises BPEL to orchestrate a range of web services.FindingsPotential user needs are many and varied. The RepoMMan tool will be the basis for flexible user interaction with a repository during the development of materials; the web‐service approach also allows for the development of a range of ways to access repository objects appropriate to the needs of the content.Originality/valueThe results in this paper highlighted the potential value of a repository for general day‐to‐day purposes: the RepoMMan workflow tool is being designed to adapt to these purposes as required.
Web services access control architecture incorporating trust
Authors: Coetzee Marijke , Eloff J.H.P. 
Published: June 2007

PurposeThis paper seeks to investigate how the concept of a trust level is used in the access control policy of a web services provider in conjunction with the attributes of users.Design/methodology/approachA literature review is presented to provide background to the progressive role that trust plays in access control architectures. The web services access control architecture is defined.FindingsThe architecture of an access control service of a web service provider consists of three components, namely an authorisation interface, an authorisation manager, and a trust manager. Access control and trust policies are selectively published according to the trust levels of web services requestors. A prototype highlights the incorporation of a trust level in the access control policy as a viable solution to the problem of web services access control, where decisions of an autonomous nature need to be made, based on information and evidence.Research limitations/implicationsThe WSACT architecture addresses the selective publication of policies. The implementation of sophisticated policy‐processing points at each web service endpoint, to automatically negotiate about policies, is an important element needed to complement the architecture.Practical implicationsThe WSACT access control architecture illustrates how access control decisions can be made autonomously by including a trust level of web services requestors in an access control policy.Originality/valueThe WSACT architecture incorporates the trust levels of web services requestors and the attributes of users into one model. This allows web services providers to grant advanced access to the users of trusted web services requestors, in contrast with the limited access that is given to users who make requests through web services requestors with whom a minimal level of trust has been established.
Significantly better: the benefits for an academic institution focused on student learning outcomes
Authors: Shupe David 
Published: June 2007

PurposeThe aim of this paper is to describe how a college or university can develop the organizational capacity to focus on student learning outcomes. It seeks to show how the consistent application of this capacity would provide not only a response to external expectations, but also unexpected benefits that, when taken together, would create a significantly better academic institution.Design/methodology/approachSix years of research and development, primarily as part of an expanding collaborative endeavor between participating colleges/universities and an independent academic R&D firm, has provided a laboratory for iteratively creating and testing new academic processes and supporting technologies.FindingsFive essential elements of outcomes assessment, when incorporated into a system‐supported academic process, can enable an institution to generate data on actual student learning directly out of its regular program wherever and whenever it chooses to do so, with seven significant benefits.Originality/valueThe organizational capacity described in this paper directly overcomes organizational invisibility of student achievement within its educational program – a century‐old deficiency within higher education.
Learning outcomes and the development of expertise
Authors: Tagg John 
Published: June 2007

PurposeThe purpose of this paper is to investigate how the visibility of learning outcomes within an academic institution permits the re‐imagining of general education as the conscious development in students of expertise that is more general than and perhaps more important than the specific outcomes of any major.Design/methodology/approachThe study of expertise shows that it is a dynamic state; in any field of endeavor, experts learn differently than non‐experts. Likewise the study of students shows similar differences. Consciously developing the ability to learn well contributes greatly to becoming an expert in a specialized field.FindingsThe paper finds that explicitly attending to the progressive development of students' abilities to learn, and the application of those abilities in majors, creates a different model for general education.Originality/valueEnabling explicit institutional attention to learning outcomes changes the assumed context for general education and opens up new possibilities.
The impacts of corporate ownership structure on the incentive of using capital structure to signal
Authors: Tse Chin‐Bun , Ying Jia Joanne 
Published: June 2007

PurposeThis paper attempts to investigate what kind of firms is more likely to use capital structure to signal; and in particular to investigate the impacts of corporate ownership structures on firms' capital structure signalling decisions.Design/methodology/approachThe paper develops theoretical models and then uses OLS multiple regression, piecewise regression and logistic regression analysis on a set of data derived from 327 UK firms listed in the FTSE ALL share index to test the hypotheses.FindingsThe empirical results show that capital structure is not homogeneously used as a signalling tool; and firms with insider ownerships less or equal to 1.14 per cent are more likely the signallers.Research limitations/implicationsAlthough other variables have been examined, this paper focuses on the impacts of insider ownership on capital structure signalling. Further work is required to investigate other variables that are mentioned but they are outside the scope of this paper.Practical implicationsThis paper provides useful practical insights to both managers and investors to help them better understand and interpret firms' capital structure signals.Originality/valueBefore this paper, most people commonly agreed that capital structure contains signalling values. However, the findings suggest that it is not always the case.
Exploring the distinctions between a high performance culture and a cult
Authors: Spector Bert , Lane Henry 
Published: June 2007

PurposeChallenges the popular explanation for Enron's failure as being simply about financial reporting or criminal behavior and offers a more subtle and complex explanation.Design/methodology/approachWith a framework developed from the literature on cults and cult behavior as well as secondary research, the authors develop the perspective that Enron's senior leaders created an organization that encouraged executives to act in ways that were criminal. Five characteristics of cults: persuasion, isolation, elitism, charismatic (and dogmatic) leadership and wealth not benefiting group members were found to apply.FindingsThe major differences between a high performance organization and a cult were transparency, accountability and dialogue.Practical implicationsIt highlights the small difference between a high performance culture and a cult and raises “red flags” or warning signs for executives to be aware of. Executives looking for long‐term outstanding performance through high levels of social cohesion and strong behavioral norms need to be aware of the cult trap.Originality/valueThere are important management lessons from the Enron story that transcend accounting and financial reporting techniques and lessons beyond the illegal behaviors. It provides an understanding of how an organization's culture and systems can lead to cult‐like behavior and encourage employees to act in illegal ways.
The off‐line imperative
Authors: Barsoux Jean‐Louis , Bottger Preston 
Published: June 2007

PurposeThis paper highlights the importance of executives taking a timeout to reflect – and to build that habit into their work routines.Design/methodology/approachIt is based on extensive observation of and discussion with executives.FindingsMost are so immersed in action and decision‐making that they have no time to think. The paper considers some of the barriers to pragmatic reflection and proposes ways round them – the aim being to help executives practice a new “learning cycle.”Practical implicationsMany executives are deluding themselves that their current mode of operation is sustainable. They must realize that they sometimes need to stop in order to progress.Originality/valueThe more turbulent the context, the higher the need for executives to reassess their priorities and the effort they require, and to develop a fresh perspective. Paradoxically, the less they can afford the time, the more they need to make the investment. Taking time out from the fray has become a matter of survival.
Determinants of disclosures of A‐, B‐ and H‐share companies
Authors: Liu Jinghui , Alexander Eddie Ian 
Published: June 2007

PurposeThis study attempts to examine the issues relating to corporate financial reporting of Chinese listed companies under specified institutional settings as companies with different share‐categories are required to prepare annual reports under various General Accepted Accounting Principles (GAAP).Design/methodology/approachThis study selects Chinese companies that issue negotiable shares to examine whether corporate disclosure patterns are different under various institutional settings. Negotiable shares can be traded on stock exchanges and are divided into A‐, B‐ and H‐shares. The extent of corporate disclosure is obtained from the content analysis of annual reports for 191 sampled Chinese listed companies with various share categories. The association are hypothesized and tested between the level of corporate disclosure and the following corporate determinants: company size, profitability, auditor, leverage, industry and ownership structure.FindingsThe extensive regulations and different standards influence on disclosures of companies with foreign investment participation and overseas listing status. By reconciliation of their annual reports according to the IFRSs or the GAAP of the listing country, these companies increased information disclosure voluntarily in order to enhance their reputation and credibility. Some corporate factors, such as company size, profitability and the size of auditor, have influenced the level of corporate disclosure in annual reports of domestic and foreign share‐based companies. Ownership structure has positive impact on the level of disclosure for companies with domestic investors.Originality/valueThis study advances knowledge of the influence that legislative circumstances and ownership structures can have on disclosure decisions made by management in their annual reports. This information is of high interest to domestic and foreign investors and regulators in understanding of financial reporting in Chinese listed companies.
How to move supply chain beyond cleaning up after new product development
Authors: van Hoek Remko , Chapman Paul 
Published: June 2007

PurposeImproving alignment between supply chain and new product development (NPD) can enhance market impact and revenue growth. Additionally, it can remove a lot of frustration for supply chain managers, who currently are often the last to find out about NPD, whereas their contribution is crucial when it comes to getting products to market on time and in the right volumes. Whereas a recent research note published in this journal offered possible avenues for progressing alignment between NPD and the supply chain, this paper seeks to offer insights from industry on how to actually achieve progress.Design/methodology/approachThis paper offers insights from industry in three areas of practice and a report on the outcome of a workshop of supply chain executives.FindingsThe experience from case companies shows that companies are making progress in aligning NPD and the supply chain by improving basic alignment, improving supply chain readiness and leveraging supply chain capability to make NPD better.Practical implicationsIn addition to case examples, a set of screening questions for supply chain managers to bring to alignment meetings with NPD are offered, supporting a growing supply chain contribution to NPD.Originality/valueFollowing on from a research note published in this journal, this paper offers experiences from companies that have actually made progress with improving alignment as well as results from a focused workshop of senior supply chain executives. Together these findings can assist in making the path forward suggested in the research note a reality in practice.
Performance measurement in agri‐food supply chains: a case study
Authors: Aramyan Lusine H. , Oude Lansink Alfons G.J.M. , van der Vorst Jack G.A.J. , van Kooten Olaf 
Published: June 2007

PurposeMeasurement of the performance of entire supply chains is an important issue because it allows for “tracking and tracing” of efficacy and efficiency failures and leads to more informed decision making with regard to chain design. However, the choice of appropriate supply chain performance indicators is rather complicated due to the presence of multiple inputs and multiple outputs in the system. Therefore, this paper aims to evaluate the usefulness of a novel conceptual model for supply chain performance measurement in an agri‐food supply chain.Design/methodology/approachA conceptual model for integrated supply chain performance measurement is evaluated in a Dutch‐German tomato supply chain by means of a case study approach.FindingsThe proposed conceptual framework is found to be useful for measuring performance of the tomato supply chain. From the case study it is concluded that four main categories of performance measures (i.e. efficiency, flexibility, responsiveness, and food quality) are identified as key performance components of the tomato supply chain performance measurement system.Originality/valueThis research evaluates a novel concept for measuring the performance of agri‐food supply chains. This concept is the first step in developing an integrated performance measurement system that contains financial as well as non‐financial indicators combined with the specific characteristics of agri‐food supply chains. Based on a case study in the tomato supply chain, this concept is found to have potential.
Cognitive capacity for processing work‐family conflict: an initial examination
Authors: de Janasz Suzanne C. , Behson Scott J. 
Published: June 2007

PurposeThe purpose of this study is to examine how individuals cognitively process work‐family conflict (WFC), specifically whether differences in tolerance for uncertainty and cognitive complexity influence individuals' affective response to WFC.Design/methodology/approachUsing a sample of 157 employees who completed a survey on work‐family issues, the hypotheses were tested using correlation and regression analyses.FindingsThe results suggest that cognitive differences may moderate the negative impacts of WFC. It was found that while WFC (i.e. work interference with family) lowers job satisfaction, this effect is less strong for those high in tolerance for uncertainty. The same was true for the ameliorating effect of cognitive complexity and tolerance for uncertainty on the link between WFC and (i.e. family interference with work) organizational commitment.Research limitations/implicationsBecause of its cross‐sectional design, the causality of the findings cannot be confirmed. Further, while the sample contained both parents and non‐parents, and men and women, due to power concerns, our analyses did not account for these demographic differences. Future research should be designed to correct for these issues.Practical implicationsOrganizations may need to rethink their programs and policies aimed at assisting employees in balancing work and family. Simple options (e.g. time off) may appeal to all employees; however others (e.g. job sharing and flextime) require complicated arrangements or behavior changes and may only appeal to or be utilized successfully by employees with high tolerance for uncertainty and cognitive complexity.Originality/valueWithin work‐family research, few studies look at how individual cognitive processes influence whether and how potentially conflictual situations are perceived and their impact on individual outcomes such as satisfaction and commitment. The research investigates two such cognitive differences and demonstrates the role that tolerance for uncertainty and cognitive complexity may play in reducing the negative impact of work‐family conflict.