bluuebunny/crossref_metadata_2025_split huggingface dataset:
Towards a better understanding of process documentation
Authors: Ungan Mustafa 
Published: July 2006

PurposeProcess documents are important and widely used process analysis tools. Although scores of studies draw attention to their merits, only few have focused on them. By providing guidelines for effective process documentation, this paper intends to make a contribution to this under researched area.Design/methodology/approachQualitative research was undertaken in this study. Based on the findings from the process improvement and knowledge management literatures, background information about process documents and a step‐by‐step procedure for developing a process document were provided.FindingsThere are three important findings of this study. First, process mapping is gaining precedence over process flowcharting/diagramming. Second, process analyzers should be aware of the tacit knowledge of process participants and know how to acquire it. Third, different needs of different organizations require different approaches to documentation.Practical implicationsDocumenting a process is a very resource demanding process. The step‐by‐step procedure proposed in this paper will help organizations to use their resources effectively.Originality/valueThis study is the first to look at the process documentation issue from different perspectives stemming from the different needs of organizations. It is also the first to mention about the role of the type of process participant's knowledge in developing a process map/flowchart. This paper should be of considerable interest to practitioners.
Restructuring and reconfiguration
Authors: Taplin Ian M. 
Published: July 2006

PurposeTo examine how the textile and clothing industries, both of which retain a significant employment presence in the EU, have responded differently to heightened overseas competition and changes in buyer‐supplier relations.Design/methodology/approachThe paper uses macro‐descriptive statistics to determine key EU industry trends and provide an analysis of how institutional backgrounds can shape industry trends.FindingsClothing proves more robust in retaining an employment presence than the more capital‐intensive textile sector. This is surprising since labour‐intensive industries are expected to suffer more from intensified global competition than capital intensive ones. Job losses continue in both sectors but firms are innovating in restructuring practices to remain competitive and responsive to buyer pressures. Technological innovation and the pursuit of niche markets plus increased outsourcing are key responses.Research limitations/implicationsFew studies offer an overview of industry trends and whilst this study offers a comparative, mainly cross‐sectional analysis, it nonetheless provides a context for more detailed country‐specific analyses.Originality/valueThe paper provides useful data of relevance to public policy specialists, managers in this and related industries, plus academics studying industrial restructuring and responses to heightened competitive pressures throughout the value chain in a labour‐intensive industry.
Helping marketing research earn a seat at the table for decision‐making
Authors: Malhotra Naresh K. , Peterson Mark , Uslay Can 
Published: July 2006

PurposeThe purpose of this paper is to help marketing research “earn a seat at the table” where managers and researchers make decisions.Design/methodology/approachThe paper describes approaches that can lead to the integration of marketing research with marketing decision making.FindingsMarketing research needs to earn a seat at the table for decision making in most firms today. Over the years, a back‐office, order‐taker mentality has beset too many marketing researchers. As a result, the voice of the customer – what researchers should be bringing to managers' decision making – is simply not heard.Originality/valueIn speaking to researchers and managers, the authors offer an improved conceptual structure for understanding the value of information and offer guidelines that will help marketing research's integration into improved management decision making.
The marketing code: unlocking the secrets of Dan Brown's success
Authors: Brown Stephen 
Published: July 2006

PurposeTo extract the secrets of the marketing of Dan Brown's world‐wide bestseller, The Da Vinci Code.Design/methodology/approachCase study research based on secondary sources and close reading of relevant texts.FindingsThe staggering success of The Da Vinci Code is contrary to conventional marketing wisdom, but conventional wisdom is increasingly inappropriate intoday's entertainment economy.Research limitations/implicationCase study research. Needs replication in additional domains. The accepted approaches to best marketing practice need re‐evaluation.Originality/valueApproaches topic from unconventional direction. Tries to capture the spirit of Brown's writing.
Digitizing and measuring of the human body for the clothing industry
Authors: Guerlain Ph. , Durand B. 
Published: July 2006

PurposeThe paper aims to present several methods that were developed, evaluated and finally used as part of a 3D electronic tailor especially adapted to the clothing industry.Design/methodology/approachAn experimental top down approach taking care of building a system adapted to the constraints of the textile industry was used. The research was to the rapidity, the robustness and the comfort of the future system during the development cycle.FindingsA robust and efficient method for digitizing a human body in 3D that is usable for the measurement process with duration and accuracy adapted to the domain of textile industry.Research limitations/implicationsThe research is bound to many constraints. Some are expressed by the customers of the electronic tailor, some depend on the manufacturing process of the clothes and of course, some depend on economic requirements. Of course, the system is not fixed because it must be adapted and improved to be able to follow the evolution of the manufacturing process.Practical implicationsThis research permitted the creation of a marketed product improved for a few years by successfully measuring thousands of people.Originality/valueThe paper demonstrates the usefulness of choosing a digitizing process. It shows the importance of keeping in mind the whole digitizing process for making the mesh generation and the measurements taken. The resulting mannequin proves that the process works well.
Body scanning of dynamic posture
Authors: Chi Liu , Kennon Richard 
Published: July 2006

PurposeAims to check the validity of measurements of dynamic postures recorded by a body scanner.Design/methodology/approachMeasurements between various anatomical landmarks have been taken both manually and using a 3D body scanner so that the validity of the measurements might be assessed when dynamic postures are adopted. Mechanical measurements of changes in the body surface dimensions have been compared with figures produced by a body scanner for both the standard natural position and for five dynamic postures, which must be accommodated when designing high‐performance garments.FindingsAlthough the 3D body scanner collects data almost instantaneously and without physical contact with the target surface, the readings taken in respect of dynamic poses showed significant variations from manually‐taken measurements, with discrepancies as large as 6.8 cm over a 16 cm distance.Research limitations/implicationsThe research has only been carried out on a very limited number of subjects. However, significant differences between manual and automatic body measurements are clearly demonstrated.Practical implicationsThe research showed that as there are as yet no universally‐accepted conventions for 3D scanner measurements, the results appear to be optimised for the natural anatomical position. Body‐scanners are not well‐suited to taking measurements of dynamic postures expected in sporting activities.Originality/valueMeasurements of anthropometric landmarks for high‐performance activities have not previously been assessed, and these results usefully indicate the limitations of current 3D scanning technology.
The creative role of sources of inspiration in clothing design
Authors: Mete Fatma 
Published: July 2006

PurposeTo assess the creative role of sources of inspiration in visual clothing design. It aims to analyse simple, general accounts of observed design behaviour and early stages of the clothing design process, what is the nature of design inspiration, how sources of inspiration are gathered and how they affect the creativity and originality in clothing design.Design/methodology/approachA progressive series of empirical studies looking at ready‐to‐wear clothing design has been undertaken; in situ observation, semi‐structured interviews and constrained and semi‐constrained design tasks. This empirical approach used ethnographic observational methods, which is effective in situations where conventional knowledge acquisition methods are insufficient, when broad understanding of an industry is needed, as in the fashion industry, not just a case study of a single individual or company.FindingsIdentifies the major types of idea sources in clothing design and provides information about each source. Recognises that these sources of inspiration help designers to create design elements and principles of individual designs. In order to foster originality, sources of inspiration play a powerful role throughout the creative stage of design process, and also in the early stages of fashion research and strategic collection planning.Originality/valueThis paper highlights the role of sources of inspiration and its effect in creativity and originality in the clothing design process. Offers practical help to clothing designers and design‐led clothing companies.
Influence of sewing parameters upon the tensile behavior of textile assembly
Authors: Gribaa Sabria , Ben Amar Sami , Dogui Abdelwaheb 
Published: July 2006

PurposeThe aim of this work is to check the influence of some sewing parameters upon the tensile behaviour of a textile assembly (assembly of two woven samples by a seam).Design/methodology/approachThis analysis was carried out according to the approach “experimental design”. The studied parameters are the sewing thread, the stitch type, the stitch density, the needle size and the edge of seam. The targeted answers are drawn from the tensile test on the assembly: breaking strength, breaking elongation and deformation energy.FindingsIn order to highlight the behaviour of the seam, a load‐extension curve for the stitch line is established: it represents, for a value of a given tensile effort, the difference between the displacement of the assembly and that of the fabric. From this curve, breaking elongation as well as the deformation energy are determined.Originality/valueAn “experimental design” was carried out and analysed for two types of assembly (warp and weft). Linear models predicting each response were established.
Switching barriers in business‐to‐business services: a qualitative study
Authors: Yanamandram Venkata , White Lesley 
Published: July 2006

PurposeTo investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business‐to‐business (B2B) services sector.Design/methodology/approachA qualitative study was conducted, with 28 personal interviews undertaken with managers who are involved in the choice of service providers. The respondents belonged to 24 organisations located in Australia. Template analysis and eyeballing were techniques used to analyse the data collected.FindingsAssessment of the reasons why dissatisfied customers stayed with the service providers resulted in six categories. The categories were found to be, in order of decreasing frequency, impact of alternative providers, switching costs (18), others (17), inertia (14), investment in relationships (13), and service recovery (13). The results not only confirmed factors found in the literature, but also uncovered 11 other factors.Research limitations/implicationsThe sample size, whilst appropriate for qualitative research, should be considered adequate only for exploratory analysis and a further quantitative study is needed to validate the study.Practical implicationsThis study is important for those firms who have many prospective switchers because it is important to understand why these customers stay, and to what extent such firms can discourage such customers from leaving in both positive and negative ways. For those service firms that are attempting to attract these prospective switchers, an understanding of why they do not switch is important, as it will enable them to develop strategies to overcome these switching barriers and gain market share.Originality/valueThis research is the first study to investigate in a single model a range of barriers to switching in a B2B services context. The results that confirmed categories found in the literature also discovered 11 other factors not evident in the extant literature.
Arousal expectations and service evaluations
Authors: Mattila Anna S. , Wirtz Jochen 
Published: July 2006

PurposeThis paper aims to test a theoretical framework that explains arousal congruency effects on consumer perceptions of intrinsically pleasant service environments.Design/methodology/approachA 3 (low and high target‐arousal manipulation plus control group) by 3 (low, medium and high actual arousal) true experimental design was used to test our research hypotheses in a café context. The research methodology involved video simulations and role‐playing instructions.FindingsThe findings from our experiment indicate that that an intrinsically attractive store environment can be perceived as unpleasant if it fails to match the consumer's desired level of stimulation (arousal congruency). Similar congruency effects were found for satisfaction with the experience. The control group, on the other hand, responded positively to all levels of actual arousal, thus suggesting that arousal expectations are an important moderator of customer evaluations of service environments.Practical implicationsThe findings of this study suggest that an intrinsically pleasant service environment might not be enough to guarantee pleasure and satisfaction. Specifically, the amount of pleasure and satisfaction derived from the service experience might be dependent on the degree of congruency between consumers' target‐arousal levels and the actual arousal levels of the service environment. High arousal congruency would greatly enhance consumers' perceptions of pleasure and satisfaction, while high arousal incongruency would adversely affect the level of pleasure and satisfaction derived.Originality/valueThis paper advances and tests a theoretical framework that explains arousal congruency effects on consumer perceptions of intrinsically pleasant service environments.
The relationship of service provider power motivation, empowerment and burnout to customer satisfaction
Authors: Yagil Dana 
Published: July 2006

PurposeBurnout, which is caused by chronic stress, is common in the service professions and has a negative effect, both on the service provider's job performance and customer satisfaction. Empowerment is a potential buffer against the stress involved in service roles, but its advantages may depend on the service provider's desire to be empowered. The study examines several interactive effects of empowerment and seeking power on service provider burnout. In addition, the study examined the relationship between service providers' burnout and customers' reports of their satisfaction with the service.Design/methodology/approachQuestionnaires were administered to 198 participants, comprising 99 service provider‐customer dyads coming from public service organizations, that is government offices, welfare services, health services, and education, and private services, that is banks and communication companies. The dyads selected for the study were engaged in a “service relationship,” that is, the customer has repeated contact with a particular provider.FindingsService providers with a high power motivation experience more burnout as a result of stressful relationships with customers than service providers with a low power motivation. This effect, however, is reversed when service providers are empowered. Furthermore, the negative relationship of burnout with customer satisfaction was found to be stronger with a high level of empowerment than with a low level of empowerment.Practical implicationsPractices of human resources such as selection and training should take into consideration the effect of service providers' predispositions on their willingness and ability to function under a high level of empowerment.Originality/valueThe study shows the negative relationship of service providers' burnout with customer satisfaction and contributes to the understanding of the factors that should be considered in regard to the empowerment of service providers, in order to minimize burnout and its negative effect on customer satisfaction.
Call centre management: responsibilities and performance
Authors: Robinson George , Morley Clive 
Published: July 2006

PurposeTo investigate call centre management from the perspective of the managers, particularly what the key management responsibilities are in managing call centres and the key performance indicators (KPIs) used in managing call centres.Design/methodology/approachA survey of call centre managers, followed by in‐depth interviews.FindingsThere is confusion over the strategic intent of call centres. Centres are primarily used by organisations as a means of reducing costs, with customer service delivery a secondary consideration. Call centre managers, however, declared customer service as their main management responsibility.Practical implicationsThe metrics employed in the call centres resulted in managers concentrating on the call itself rather than the outcome of the call from the perspective of the customer or the organisation. Some quantitative measures were used as proxies for customer service, but the achievement of the relevant KPI became a goal in its own right. There appears to be an insatiable appetite for quantitative performance measures, despite their limitations, almost to the exclusion of all other performance measures.Originality/valueThe implication of the results for call centre managers, and their managers, is that call centres could be better managed if a wider range of means and measures were used.
The International Committee of the Red Cross (ICRC) official e‐mail system
Authors: Willemin Georges 
Published: July 2006

PurposeTo share the experience of the International Committee of the Red Cross (ICRC)'s approach to managing its records, using an e‐mail system.Design/methodology/approachThe primary importance of communication between the headquarters and delegations of a global organization such as the ICRC lead it to use its e‐mail system to manage its “official” current records. The Lotus Notes system applies best practice principles of records management as defined in the ISO 15489 standard.FindingsAfter almost a decade of operation the e‐mail system meets the requirements of managing official current electronic records, however, advice sought from an independent expert highlighted the lack of integration of other records, such as word documents, would cause problems in the future.Practical implicationsThe e‐mail records management system is to be modified to cover both the official institutional records and the administrative documents.Originality/valueThis paper is a useful case study showing how a global organization with software solution constraints has successfully used a global e‐mail system, based on widely used groupware product, to manage its official records.
Records management
Authors: Loussouarn Olivier 
Published: July 2006

PurposeTo share the experience of implementing a single, shared electronic system for managing paper and electronic mail and files in all of the offices of the French Ministry of Justice's central administration in order to improve control and management consistency.Design/methodology/approachDiscusses the situation prior to implementation of the new MESSAGER electronic (workflow) system and the inherent problems. Explains how files are managed through a basic data field called “file type” which includes retention information, in the new system. Shares the project timelines and discusses the involvement of staff in its design and implementation.FindingsThe system has brought office improvements in mail and file management, more efficient handling of business, as well as better service to those seeking justice in the justice system. Outlines ongoing challenges. The Archives Service has been able to increase its visibility and role in electronic archiving as a result of being part of the project.Practical implicationsHighlights the role played by the Archives Service and the benefits accrued; the importance of including department representatives in the project team.Originality/valueThis paper is a useful case study of implementing a shared electronic system for managing particular types of records (mail) across several offices within a central government department and the critical success factors.
An empirical study of RFID implementation in the warehousing industry
Authors: Vijayaraman B.S. , Osyk Barbara A. 
Published: July 2006

PurposeRFID mandates by large retailers and various government agencies made it a requirement for some large organizations to implement RFID technology, while other medium to small organizations are still evaluating the potential costs and benefits of such adoption. This paper examines whether empirical data support the hype on RFID.Design/methodology/approachA survey was sent to Warehousing Education and Research Council (WERC) members at manufacturing firms, third party warehousing/logistics providers, wholesaler/distributors, and retail firms to determine whether they are implementing RFID technology and what challenges they are facing.FindingsA high percentage of respondents are not currently considering RFID technology. Companies implementing or considering RFID plan to invest a significant amount of money into this technology over the next three years. But a number of concerns still exist and skepticism remains about the potential for RFID to deliver cost savings or a positive ROI in the near future.Research limitations/implicationsThis study was limited to a relatively small sample of WERC members. This study should be replicated in the future, once RFID technology adoption matures.Practical implicationsFor RFID to be widely adopted there must be a better ROI either through cost reduction or improved business processes.Original/valueRFID is not hype and is here to stay. Few companies in the study expected a positive ROI from RFID technology. Their experiences and opinions should be of interest to those researching or considering RFID adoption.