bluuebunny/crossref_metadata_2025_split huggingface dataset:
Effects of e‐government on service design as perceived by employees
Authors: Åkesson Maria , Edvardsson Bo 
Published: September 2008

PurposeThe purpose of this paper is to describe and analyse the effects of e‐government on service design as perceived by employees.Design/methodology/approachThe study uses semi‐structured interviews with middle managers and front‐line employees, complemented by documentary analysis, to investigate how the introduction of e‐government has affected service design in two Swedish public‐sector organisations.FindingsThe analysis reveals five dimensions of change in the design of services as a result of the introduction of e‐government: service encounter and service process; customers as co‐creators and sole producers of services; efficiency; increased complexity; and integration. The study discusses the significance of these findings with particular examples from transcriptions of the interviews.Research limitations/implicationsThis study is rather limited and exploratory in nature; however, it does provide useful information on the categories of change in the redesign of services for e‐government and it does point the way to important avenues of future research in this field.Practical implicationsFour practical implications flow from the present research: managers should involve both employees and customers in projects and processes during the introduction of e‐government services; the services must be redesigned to ensure that the benefits of the information and communication technologies systems are fully realised; the introduction of e‐government might require more time being made available to assist certain customers who are in need of extra time and support from employees; and the time that is saved as a result of the introduction of e‐government must be profitably utilized by careful advance planning.Originality/valueThe study makes an original contribution by identifying five categories of change in the design of services in the context of the introduction of e‐government.
Antecedents and consequences of relationship quality in athletic services
Authors: Athanasopoulou Pinelopi 
Published: September 2008

PurposeThe purpose of this paper is to conceptualise relationship quality (RQ) and determine its antecedents and consequences in athletic services.Design/methodology/approachOne in‐depth case study is carried out in a big fitness centre and involves ten personal interviews with various employees and observation.FindingsRQ is perceived through the behaviour of both provider and customer and the quality of their interaction. RQ antecedents include the personality and skills of employees and customers; the servicescape; the quality of the offer; permanent staff; the relational orientation and reputation of the provider; the power of entertainment, and relationship duration. Finally, RQ effects include the creation of enduring customers; psychologic benefits for customers; employee satisfaction; customer retention and profitability; new service ideas; relationship exploitation, and the personal success and reputation of instructors.Research limitations/implicationsNew variables emerge for analysing the quality of service‐based buyer‐seller relationships. Also, RQ is linked to the everyday behaviour of both parties and not the feelings that they develop such as trust, commitment and satisfaction as previous research demonstrates. However, results are based on one case study. Future research should expand the number of cases; test results empirically and validate them in other types of relationships or services; do dyad (provider and customer) studies, and analyse the factors that influence RQ at different relationship development stages.Practical implicationsThe results of this study offer guidance to athletic services firms on how to increase RQ by selecting and training employees; informing, researching and training customers; the management of the servicescape; the adoption of flexible services; the development of loyal customers; the use of customer ideas, and the enhancement of employee satisfaction.Originality/valueA guide to developing quality relationships in athletic services is provided to fitness centres. New concepts emerge for the management of service‐based buyer‐seller relationships.
Earthquake impact mitigation in poor urban areas
Authors: Iuchi Kanako , Esnard Ann‐Margaret 
Published: September 2008

PurposeThe purpose of this paper is to show that the Philippines is often described as the melting pot of natural disasters (typhoons, floods and torrential rains). As part of the Pacific ring of fire, the Philippines is also prone to earthquakes and volcanic eruptions. In the current disaster management scheme, the poor are likely to be put last. Conventional risk reduction mitigation methods (such as land use and building codes) are failing. A paradigm shift is needed – one that enables poor communities to maximize their limited resources and contribute to risk reduction.Design/methodology/approachInterviews and field investigations were conducted between 2001 and 2006 in three case study neighborhoods in Metro Manila to understand the risk components that exist and the resources (or lack of) for dealing with them.FindingsField surveys highlighted three major risk components: liquefied petroleum gas (LPG), illegal electrical connections, and residential buildings. Mitigation efforts need to be implemented by: developing hybrid community organizations; minimizing direct physical damage; developing neighborhood cooperatives through microfinance schemes; and developing an in‐kind community insurance system.Originality/valueWhile this research focused on earthquake impact mitigation, the inquiry and findings with respect to the urban poor in high risk areas, have applicability to other localities in the developing world. Furthermore, Manila's situation is not unique. Disaster threats, rapid substandard urban development, growth in the number of the poor, and degradation of social capital, are phenomena present in other parts of the developing world. In such settings, traditional mitigation approaches are difficult to carry out effectively as well.
Satellite data potential for landslide studies in tropical regions
Authors: Jeber Faisal , Omar Husaini , Mansor Shattri , Ahmad Noordin , Mahmud Mahdzir 
Published: September 2008

PurposeThe purpose of this paper is to show that satellite data applicability for landslides studies is given concentration in tropical regions, which have two limitations; regular cloud cover and thick vegetation.Design/methodology/approachLandslide studies have three categories: mapping, zonation, and monitoring. High spatial resolution images are convenient for mapping. Since the slope and slope materials are the dominant parameters for slide potential, a high resolution DEM produced from the above data with classification of multispectral data will be vital for zonation. Weather‐free and penetration are advantages that make radar images essential for monitoring.FindingsA composition of satellite data with support of aerial photography, with its high spatial resolution, will give an excellent spatial database for these studies.Originality/valueSatellite remote sensing data are applicable for landslides studies in non‐accessible mountainous tropical regions.
Nainital: a landslide town of Uttarakhand (India)
Authors: Pande Ravindra K. , Pande Neeta 
Published: September 2008

PurposeThe purpose of this paper is to show that Uttaranchal is a hilly State, recently constituted in the Himalayan region. Over 80 percent of Uttaranchal state is prone to slope instability because of weak and highly folded and fractured rocks, steep slopes, high seismicity and unfavorable hydro‐geological conditions. In addition to this, unsystematic development construction activities contribute to the problem. Newly formed Uttaranchal state is in the process of development, required to expand the existing infrastructure.Design/methodology/approachThe paper gives a full description: Bending of rock beds, their disjointing, disruption and drag‐folding are characteristic features of a creeping mass. Tilted trees and poles are indicative of creep movement as seen on a number of hillslopes in and around Nainital town. The curvature of the tree trunks bears record to the rate of creep during the period of growth of the tree. It hardly needs stating that the rate of creep movement is quicker during the rainy season, and there may be long periods stretching over years when no movement at all takes place. The temporal span of this phenomenon stretches over thousands of years. The rate is accelerated by clear‐felling in forests and by construction on steeper slopes. The depth of the creep movement is variable, and depends largely on the nature and degree of weathering of rocks, the sub‐surface structure and amount of water present within.FindingsIt was found that, to meet the requirement, construction activities are in full pace, which have given rise to the new landslide problems or have aggravated the existing slope instability problems. In order to keep the landslide problems to a minimum, systematic studies are required on every aspect of the slope instability problems.Practical implicationsOn the basis of slope instability evidence, past occurrence of landslides, deformation of civil structures and geological conditions, three zones have been identified – safe, moderately safe, and very unsafe.Originality/valueThe paper describes the natural problems with which Uttaranchal is faced and proposes systematic studies which are required to deal with every aspect of the outstanding problems of slope instability.
Use of traditional knowledge in emergency management for tsunami hazard
Authors: Becker Julia , Johnston David , Lazrus Heather , Crawford George , Nelson Dave 
Published: September 2008

PurposeThe purpose of this paper is to explore a case study in Washington State, USA where traditional stories (“oral tradition”) are being used in a contemporary context. Traditional knowledge is a system of experiential knowledge acquired through the continual observation of and interaction with the environment. This form of knowledge is still held by many societies and can provide an important contribution in emergency management for natural hazards. Those holding traditional knowledge can assist in understanding the nature of local hazards, suggest appropriate risk reduction and response mechanisms, and even give options for recovery based on past experiences.Design/methodology/approachThe paper first discusses the nature of traditional knowledge and how it can contribute to emergency management. It then goes on to investigate a particular case study where a traditional Native American story has been combined with contemporary methods of hazard mitigation to create an educational video for tsunami hazard.FindingsTraditional knowledge can be used effectively to undertake hazard education and enhance response to warnings. The video, titled “Run to Higher Ground!”, is an example of this, and has been readily taken up by indigenous communities and the general population (both in the USA and internationally) as an educational tool.Originality/valueThe paper will be of value to those working within the emergency management sector, and is particularly useful for communities who need to respond to warnings.
Knowledge, attitude and practice of disaster preparedness and mitigation among medical students
Authors: Sinha Abhinav , Pal D.K. , Kasar P.K. , Tiwari R. , Sharma A. 
Published: September 2008

PurposeThe purpose of this paper is to assess the present level of knowledge about disaster preparedness and mitigation among undergraduate medical students. Rarely a week goes by when a major disaster is not reported in the media – a disaster that results in death and destruction. There is a general reluctance among the people to accept that tragedy can appear any time in the form of a disaster. Unfortunately, disasters are seen more in context of emergency responses than pre‐planning or preparedness measures. Continuous preparedness saves lives, lessens personal suffering and loss and reduces the destruction of property and economic losses. Emergency medical assistance is the most important and immediate post‐disaster need, second only to search and rescue operations. Hence, knowledge about disaster preparedness and mitigation is essential for medical students.Design/methodology/approachA total of 375 undergraduate medical students who volunteered for participation were included in the study. A pre‐tested and pre‐designed, structured questionnaire was administered for assessing the current level of knowledge, attitude and practice about disaster preparedness and mitigation. The percentage marks were analyzed and compared for statistically significant difference.FindingsThe mean score was 8.77 percent, which was slightly higher in females and was maximum in age group 26‐30 years. There was little variation according to the year (professional) of the MBBS course.Originality/valueThe paper shows that undergraduate medical students have little knowledge about disasters and disaster preparedness.
On probability in risk analysis of natural disasters
Authors: Emblemsvåg Jan 
Published: September 2008

PurposeThe purpose of this paper is to show how the common practice of applying the frequency interpretation of probability in risk analysis of so‐called low‐probability and high‐consequence disasters can prove to be flawed, and to present a possible remedy.Design/methodology/approachThe common practice is reviewed by using the Åknes case from Norway where an up to 100 million m3 rock slide is threatening one of Norway's most visited tourist sites, Geiranger. The same case is also reworked using the alternative approach and then a comparison is made. The study is therefore a comparative study.FindingsThe paper clearly shows the fallacy of using the frequency interpretation of probability in cases where the data are limited because the natural disasters under study appear very rarely. By exploiting the fact that responsible decision‐makers in public offices cannot claim that human losses today are worse than human losses tomorrow (human lives cannot be discounted, as it were), the alternative approach provides much more realistic decision‐support.Practical implicationsThe paper presents a new approach to analyzing the risk of low probability, high impact natural disasters that can be readily applied in other low probability, high consequence cases.Originality/valueAs far as is known, the paper presents an original contribution to the analysis of risk of low probability, high consequence natural disasters in that it is shown that the commonly used frequency interpretation of probability can prove to be flawed in such cases. An alternative approach is provided.
Disaster mythology: looting in New Orleans
Authors: Constable Mark 
Published: September 2008

PurposeThe purpose of this paper is to examine the many reports of looting during the response operation in New Orleans following Hurricane Katrina in 2005 and assess these reports against literature which suggests that looting during natural disasters is a myth.Design/methodology/approachMedia reports of looting from the days following Hurricane Katrina's landfall in New Orleans are compared with previously published evidence of disaster mythology. Questions are raised regarding the legitimacy of these reports and the role of such reports is assessed along with the role that media agencies play in disaster planning and response.FindingsMedia reports of looting in New Orleans appear to be mainly repeated second‐hand accounts. It is likely that there was in fact no looting in the traditional sense. The paper suggests what really happened in terms of theft and poses potential reasons as to the cause thereof. A clear definition of looting is suggested for emergency managers to use in order to separate acts of survival from pure criminal acts.Originality/valueThe paper highlights the dangers for emergency managers in believing common disaster myths. It is a timely reminder of the existence disaster mythology against a recent disaster in a developed country.
Culture of preparedness: household disaster preparedness
Authors: Kapucu Naim 
Published: September 2008

PurposeThis paper aims to examine household preparedness in response to disasters and the role of non‐profit organizations in the public's preparedness.Design/methodology/approachThe study uses the context of hurricane preparedness of Central Florida residents, using the mail survey method as a data collection tool.FindingsThe findings of the study emphasize the importance of household and individual preparedness in response to natural disasters, specifically to hurricanes. If individuals are not ready, then nobody is ready. The paper finds that households, even with significant experience of disasters, can be complacent in response to disasters.Originality/valueThe paper focuses on household preparedness and emphasizes that the emergency management community needs to make a significant effort in training households.
A theory‐based proposal to evaluate patient‐centred communication in medical consultations
Authors: Del Piccolo Lidia , Angela Mazzi Maria , Scardoni Silvia , Gobbi Martina , Zimmermann Christa 
Published: September 2008

PurposeThe prupose of this paper is to present the development of the Verona Patient‐Centred Communication Evaluation (VR‐COPE) scale, together with its psychometric properties. The nine item rating scale assesses the content and relational aspects of patient‐centred communication during medical consultations on the basis of a multidimensional evaluation as suggested by the more recent literature in the field. Each item is defined by operational definitions.Design/methodology/approachA sample of 246 transcribed primary care consultations was rated with the VR‐COPE. Explorative factor analysis, Pearson correlation coefficients and internal consistency using Cronbach's alpha were calculated. Convergent validity with the Verona Medical Interview Classification System (VR‐MICS) was also tested. A sub sample of 32 consultations was used to assess inter‐rater reliability.FindingsInterrater reliability and internal consistency were good (overall Cronbach alpha=0.75). Four factors (explaining 74 per cent of the variance) were extracted by exploratory factor analysis. Six items of the VR‐COPE correlated significantly with specific communication skills evidenced by the VR‐MICS and pertained to the physician's ability to explore medical or psychosocial issues. The VR‐COPE items on interview structure and shared decision, more related to process than to specific skills, had no equivalent in the VR‐MICS.Originality/valueThe new rating scale responds to the need in communication research for a multidimensional scale that combines the evaluation of specific skills and process aspects.
Patient anxiety in the medical encounter
Authors: Bensing J.M. , Verheul W. , van Dulmen A.M. 
Published: September 2008

PurposeMany patients feel anxious when entering the consultation room, but seldom verbalize their emotions explicitly in the medical encounter. The authors designed a study to analyse the visibility of patient pre‐consultation (state) anxiety in their communication during the consultation. In an attempt to learn more about how general practitioners' (GPs') communication can help patients to express their worries, the paper also aims to explore the relationship between physicians' communication and patients' articulation of concerns and worries during the consultation.Design/methodology/approachFrom a representative sample of videotaped consecutive consultations of 142 Dutch GPs with 2,095 adult patients, 1,388 patients (66.3 per cent) completed the pre‐consultation questionnaire, including state anxiety (STAI), subjective health (COOP‐WONCA‐charts) and the reason for encounter (ICPC). GPs assessed the psychosocial background of patients' presented problems on a five‐point Likert scale. The videotaped consultations were coded with RIAS, including global affect measures. GPs' patient‐directed gaze was measured as a time‐measure.FindingsThe results show that, on average, the patients had slightly elevated anxiety levels and one‐third of the patients were highly anxious. As expected, the anxious patients seldom expressed emotional concerns directly, but did show a nonverbal and verbal communication pattern which was distinctively different from that of non‐anxious patients. Whether or not patients expressed concerns verbally was significantly related to GPs' affective communication and partnership building. Nonverbal communication seemed to play a dominant role both in sending and receiving emotional signalsPractical implicationsIn more than half of the consultations worries were not openly expressed, even by patients with high levels of anxiety. Patients tended to express their concerns in a more indirect way, partly by verbal, partly by nonverbal signals. GPs can facilitate patients to express their concerns more openly, not by direct questioning, but by showing verbal and nonverbal affect to the patient.Originality/valueFocuses on the important role of verbal and nonverbal affect in physicians' communication.
Communication style in primary health care in Europe
Authors: van den Brink‐Muinen Atie , Maaroos Heidi‐Ingrid , Tähepõld Heli 
Published: September 2008

PurposeThis paper aims to investigate doctor‐patient communication in consultations of newly qualified general practitioners (GPs) in a newly reorganised health care system and differences in consultation characteristics and communication patterns between new European Union (EU)‐countries (Estonia, Poland and Romania) and the old West‐European EU‐countries.Design/methodology/approachObservation of videotaped doctor‐patient consultations by means of Roter's Interactional Analysis System; GP, patient and observer questionnaires. Data were collected from 92 GPs and 1,376 patients in Estonia, Poland and Romania and compared with known data from old EU countries. Main outcome measures were verbal and nonverbal communication of GPs and patients, as well as consultation characteristics.FindingsDifferences were found in the communication patterns of the new EU‐countries Estonia, Poland and Romania compared to the old EU‐countries. For instance, the verbal contribution of the GPs in the new EU‐countries was greater than in the old EU‐countries. Differences were also found between the three new EU‐countries. In Romania there was more psychosocial talk than in the two other new EU‐countries, whereas in Poland and Estonia there was more biomedical talk. The Estonian communication was more affective, the Polish and Romanian more instrumental. In general, the differences were not found to be related to a “new‐old” or “east‐west” distinction. Clearly, cultural norms and values play an important role in doctor‐patient communication.Research limitations/implicationsThe sampling method differed somewhat from one country to another.Practical implicationsWith the integration of Europe in progress, cross‐cultural aspects should be addressed when doctors are being trained in communication skills in their undergraduate and postgraduate education.Originality/valueThis is the first study to investigate doctor‐patient communication in newly reorganised health care systems and differences in doctor‐patient communication between new and old EU‐countries.