bluuebunny/crossref_metadata_2025_split huggingface dataset:
TQM with quality perception: a system dynamics approach
Authors: Wankhade Lalit , Dabade B.M. 
Published: July 2006

PurposePrevailing information asymmetry in business processes alters the market dynamics. Quality uncertainty ensues from this phenomenon. Philosophy of information economics is implemented to correlate total quality management (TQM) practices in industry with quality perceived by customers. Quality perception, a newly coined term, is discussed at length, along with causal factors. This paper aims to provide a system dynamics framework for quality perception and to investigate the role of the changing level of market‐side enablers on quality perception.Design/methodology/approachSystem dynamics is used for modeling and analysis. To realize the impact of information asymmetry on quality perception, simulation runs are carried out for an Indian case.FindingsEnablers, such as advertising, word‐of‐mouth, rebate, warranty and guarantee, mitigate the effect of information asymmetry on quality perception, and commensurately translate TQM to market value.Research limitations/implicationsThe study of some aspects of information asymmetry and quality perception is attempted. Further study is required to understand repercussions of information asymmetry on the complete supply chain processes.Practical implicationsThe model has a practical relevance to implement quality perception enhancement by deciding upon the policy mix.Originality/valueWith quality perception defined and modeled, the paper attempts market orientation to quality paradigm.
Quality management approaches in Irish organisations
Authors: Drew Eileen , Healy Catherine 
Published: July 2006

PurposeThe objectives of this study were to investigate the degree to which quality initiatives, including quality standards, have been adopted in Irish organisations and to provide comparisons with survey results of surveys in 1995/1996.Design/methodology/approachA national survey was conducted in 2002 of Irish employers in manufacturing/services within the private and public sectors. The questionnaire was sent to 2,487 organisations – 932 questionnaires were returned representing a 34 per cent response rate from the private sector organisations and 47 per cent in the public sector.FindingsThe survey illustrates the continuing importance of, and reliance upon, standards. Among organisations that had been awarded ISO 9000 certification, 93 per cent believed that it had improved their reputation and 90 per cent that it resulted in better products or services. Nearly two‐thirds of respondent organisations had adopted a total quality approach compared with less than one‐third in 1995/1996. The results demonstrate that total quality organisations did not differ significantly from non‐TQ organisations in relation to having been awarded ISO 9000. However, there were statistically significant differences between TQ and non‐TQM organisations in relation to: a commitment to quality, quality structures, measures to evaluate effectiveness in relation to customers, employees and suppliers, team working, quality assurance systems, use of quality tools and techniques and investment in training.Originality/valueThis study shows that interest and adoption of quality improvement in Irish organisations is growing rapidly, particularly since the mid‐1990s that has marked a distinct period of economic growth in the Irish economy.
Constraints facing small western firms in transitional markets
Authors: Freeman Susan , Reid Imogen 
Published: July 2006

PurposeTo provide an Asia‐Pacific viewpoint of the key constraints associated with large geographic distances for smaller westerns firms entering central and eastern Europe (CEE), described as a turbulent transitional environment.Design/methodology/approachAn exploratory study was used within a qualitative methodology, using eight case studies across multiple industries. Semi‐structured interviews were the main method of data collection conducted in 2003/2004. Open, axial and selective coding was used for the analysis to identifying issues.FindingsKey internal constraints for smaller western firms (mindset of western management and middle management in CEE; and lack of management in CEE with decision‐making authority) related to managements' inability to recognize geographic and psychic distance as major external constraints. Largely overcome by enhancing communication between various functional groups; adapting organizational structure; maintaining frequent communicational; developing partnerships in international joint ventures; finding reliable distributors and commitment from re‐sellers and working with government. While no single international business theory adequately explains this process, there is overwhelming support for the network perspective and international entrepreneurship.Research limitations/implicationsThe study is limited by small sample size. The explanatory phase is proposed with further western companies, such as the UK, operating in CEE to identify geographic distance, and additional CEE markets to verify dimensions in this environment.Practical implicationsThe paper provides a checklist of strategies for overcoming constraints facing managers of smaller firms, entering emerging markets with geographic distance.Originality/valuePrevious studies, using a European or Nordic viewpoint, fail to identify the constraints associated with large geographic distances. This paper provides practical assistance to managers starting out in CEE from the Asia‐Pacific.
Marketing professors: paths and perspectives
Authors: Trindade Bacellar Fátima Cristina , Akemi Ikeda Ana 
Published: July 2006

PurposeThe objective of this paper is to study how marketing professors see their job. How they assess their career paths, the reasons, and motivations underlying their professional choice, their points of view on the practices they employ, and their problems and difficulties, as well as the solutions they have found during the course of their professional development.Design/methodology/approachThis study is exploratory and qualitative. Grounded theory technique was employed to collect and analyse the data.FindingsThere is a substantial diversity of professional paths and a quest for satisfaction and pleasure associated with the relative freedom and lower stress of the teaching profession, as compared to executive life.Research limitations/implicationsThe exploratory and non‐conclusive nature hinder the findings to be generalised and the wideness of the problem making the analysis broad but not deep.Practical implicationsUnderstand marketing professors and raise some ideas about how to improve teaching performance.Originality/valueThe work should be of interest to academics, professors and educational organizations seeking to improve marketing teaching and learning.
Macromarketing: origins, development, current status and possible future direction
Authors: Shapiro Stanley J. 
Published: July 2006

PurposeTo familiarize readers with the nature, scope and history of macromarketing and, more specifically, with the European contribution to macromarketing.Design/methodology/approachThe paper is based on a selective literature review and personal observation with a focus on the past, the present and the likely future of macromarketing.FindingsThe paper reports both on the limited degree of emphasis placed on macromarketing by marketing scholars and the reasons why macromarketing has not received more attention.Originality/valueThis paper provides a heretofore missing overview of the nature and scope of an important subdiscipline within academic marketing. The European contribution to macromarketing is discussed in considerable detail. Some personal views on the likely future development of this area are also offered.
Systematic representation and application of a 3D computer‐aided garment construction method
Authors: Petrak Slavenka , Rogale Dubravko , Mandekić‐Botteri Vinko 
Published: July 2006

PurposeTo establish a method of transforming the 3D cutting patterns constructed and modelled into 2D patterns, excluding the fabric parameters.Design/methodology/approachThree methods have been developed for transforming 3D cutting part segments into 2D segments. They are based on the computer‐based application of the mathematical models developed. The mathematical models differ in their concepts and the application in a particular manner of transforming the 3D segments. Complex spatial matrix transformations have also been developed and used to further transform the 2D segments into the plane of chained 2D cutting pattern segments.FindingsTwo‐dimensional cutting patterns have been defined for the 3D garment model, initially constructed on a computer‐generated body model.Research limitations/implicationsThe method has been developed on an example of a 3D garment basic cut construction of a single article of clothing. However, the same principles can be applied and developed for any garment basic cut.Practical implicationsThe mathematical models developed can be used in a new computer‐based application for the 3D garment construction and the development of the 2D cutting patterns, matched to individual physical characteristics.Originality/valueThe most outstanding property of the method developed is the possibility of gradual transformation of 3D cuts into 2D ones, with no need to define physical‐mechanical properties of the fabric used and no need to introduce fabric drape. The newly created 2D cutting patterns are of outstanding quality and preciseness.
Tearing and tensile strength behaviour of military khaki fabrics from grey to finished process
Authors: Mukhopadhyay Arunangshu , Ghosh Subrata , Bhaumik Somes 
Published: July 2006

PurposeThis paper seeks to report an experimental investigation on the tearing and tensile strength behaviour of military khaki fabrics from grey to finished process.Design/methodology/approachUses three different types of military fabric (3 up 1 down twill), differing in type of constituent yarns (ring/rotor) in order to test their tearing and testing strength behaviour.FindingsTearing strength of fabric is found to be very much susceptible to change due to the process variation, while fabric tensile strength is relatively less sensitive. Ring spun yarn fabric shows higher tearing strength compared with rotor spun yarn fabric. However, the difference in their tearing strength reduces substantially as the process approaches towards the finished state. On the other hand, rotor spun yarn fabric exhibits higher tensile strength along the warp. Tearing strength along bias direction is in between warp and weft wise tearing strength; whereas tensile strength is lowest while tested along the bias direction. During the grey to finished process, tear strength falls at bleaching and dyeing, and particularly drops in strength is being more at the dyeing stage.Originality/valueThis study has investigated the tearing and tensile strength behaviour of military khaki fabrics from grey to finished state, developing understanding of the impact of different processes on the tearing strength, so that fabric of the required tear strength can be developed with process modification.
Textile and apparel supply chain management in Hong Kong
Authors: Lam Jimmy K.C. , Postle R. 
Published: July 2006

PurposeThis paper aims to review the concept of supply chain management. The typical problems facing with textile and apparel supply chain are short product cycle for fashion articles, long production lead‐time and forecasting errors for fashion items. The Hong Kong textile and apparel supply chain faces additional problems of distance from customers in the US and European markets, long production lead‐times and minimum batch sizes for production, and, recently, elimination of quota restriction in the US market, all of which force them to improve efficiency and enhance competitiveness through supply chain management. Seeks also to provide a selective bibliography for industrial practitioners with sources which can help them develop their supply chain strategies for the fashion market in Hong Kong.Design/methodology/approachA range of recent published (1993‐2005) works, which aim to provide practical advice are critiqued to aid the individual practitioner to manage its supply chain strategies in Hong Kong. These sources are sorted into sections: supply chain management in Hong Kong, textile and apparel supply chain management in Hong Kong, and problems faced by small and medium‐sized enterprises for textile and apparel supply chain.FindingsThe differentiation of product demands into functional and innovative products helps the supply chain company to employ different supply chain strategies for different products, namely responsive supply chain strategy for innovative products and efficiency supply chain strategy for functional products. These two supply chain strategies are focused on the downstream supply chain aiming at shortening the time to research the market and also to reduce the stock levels in the retailing industry.Research limitations/implicationsThis is not an exhaustive list and cases are mainly from the Hong Kong textile and apparel industry, which perhaps limits its usefulness elsewhere.Practical implicationsA very useful source of information and impartial advice for industrial practitioners to develop their own supply chain strategies for the fashion market in Hong Kong. Especially recently with the elimination of quota to the US market, the management of the supply chain is critical.Originality/valueThis paper fulfils an identified information/resources need and offers practical help to industrial practitioners on then supply chain management for the Hong Kong textile and apparel industry.
Improving call centre agent performance
Authors: Shankar Mahesh Vaikalathur , Kasturi Anand 
Published: July 2006

PurposeThe study was designed to understand important aspects of the call centre agents' job, from their point of view, and the relationships between these aspects and agent effectiveness as perceived by agents' supervisors.Design/methodology/approachQualitative data gathering (from 113 agents) involved three methods: critical incidents, behavioural events interviews and focus group interviews. Based on the items thus identified, a questionnaire was administered (n=169) to agents in two call centres, and the results were analysed using factor analysis and correlation analysis.FindingsFour distinct factors emerged from the analysis: intrinsic motivation (IM,α=0.91), reward/recognition (RR,α=0.56), customer stress (CS,α=0.85) and stress management (SM,α=0.74). IM correlated positively with effectiveness, especially among experienced agents. CS correlated negatively with IM and positively with RR; SM correlated positively with IM.Research limitations/implicationsSome limitations are: self‐reported data, representing one point in time, and with only two call centres. IM and CS present opportunities for further in‐depth study, among frontline employees in general.Practical implicationsThe study has many significant practical implications for call centre managers to improve agents' performance by tapping into IM rather than control. Further, higher levels of IM are likely to lead to a less stressed workforce.Originality/valueOur study has indicated two new and important constructs (IM and CS) that emerged from agents, and established important links between these constructs, and with effectiveness.
Defining relationship quality for customer‐driven business development
Authors: Roos Inger , Gustafsson Anders , Edvardsson Bo 
Published: July 2006

PurposeThe purpose of this study is to compare the company's perception of their business to the customers' dynamic view of their relationships with the same company.Design/methodology/approachCustomers are interviewed about their perceptions of the relationships. The interviews are analyzed by using SPAT (switching path analysis technique) that divides the relationships into different parts with priority to their relevance for the strength of the relationships.FindingsCustomers who experience triggers in their relationships evaluate their mortgage provider differently than those who do not. The construct that influences the dynamism and the differing evaluations is defined as the trigger function. Three trigger categories are identified and described: the situational, the influential, and the reactional. In order to further verify the dynamic aspect of the customer relationship, evidence of customers' dynamic evaluations and of how the company's own perceptions of the business differ from those of its customers is provided.Research limitations/implicationsRegarding the generalization of the results for services the findings are limited to one industry; the financial.Originality/valueThis paper contributes to the understanding of the dynamism in the customer relationships of a housing‐mortgage company.
Why are records in the public sector organizational assets?
Authors: Shepherd Elizabeth 
Published: July 2006

PurposeAims to explore ways in which records support the mandate and activities of public sector bodies in the UK, in particular compliance with legislation, including the Freedom of Information Act 2000.Design/methodology/approachFocusing on high profile public enquiries as a trigger for examining the value of records in answering questions of public interest, the article goes on to report on recent research into FOI and records and to comment on the broad legislative and regulatory framework for records management.FindingsThe article concludes that records are an essential element in the accountability of government, in the maintenance of transparent democracies, in the provision of access by citizens to information and in the effective formulation and execution of policies.Originality/valueBrings together thinking about the organizational value of records in theoretical terms with specific high profile examples of public enquiries and recent legislation.
The importance of records management in France
Authors: de Boisdeffre Martine 
Published: July 2006

PurposeShares views on the increasing importance of records management in France, which does not have a long history of the concept, and the role of archivists and other information professionals in managing records in the electronic environment.Design/methodology/approachThe paper is based on a keynote speech which opened an evening conference on records management hosted by the French National Archives at the Hotel de Soubise, Paris on 9 November 2005 attended by many French archivists and members of the ISO TC 46/SC 11 Committee responsible for archives and records management.FindingsConcludes that different worlds of electronic document management systems and archives must come together, recognising their own strengths and sharing competences to enable more effective information management and add value to historical heritage.Originality/valueOffers an insight into records management in France where the culture, concept an implementation of this discipline has a shorter history and is less structured than in some other parts of the world.
Document management at the French National Library
Authors: Dhérent Catherine 
Published: July 2006

PurposeTo share the experience of developing processes for managing the internal documents of a national library – the Bibliothèque Nationale de France – in a country where records management is still not well known and rarely applied.Design/methodology/approachThe initiative used the Design and Implementation of RecordKeeping Systems methodology. Its main aim was to ensure that best practice, as outlined in the ISO 15489 standard, was applied to the management of electronic documents just as best practice had been applied to managing paper documents for many years in the National Library of France. Particular requirements were to track the information essential to the managing the Library's affairs, to preserve evidence of it intellectual property rights and to promote the documents which could enable its history to be writtenFindingsHighlights the importance of communication, training and using the knowledge and skills of a different specialist staff and the implications of new ways of working for Library staff. Considers future work.Practical implicationsHighlights the crucial role played by the Library's new president and chief executive officer in the success of the project.Originality/valueThis paper is a useful case study of implementing records management processes to manage an organisation's own electronic information where the organisation's purpose is the management of information, much of it published information.
Revenue estimation for logistics customer service offerings
Authors: Ballou Ronald H. 
Published: July 2006

PurposeIn logistics strategy, it is now being recognized that revenue generation is as important as cost reduction. Although it has long been known that logistics customer service has a positive effect on customer satisfaction, little research has been conducted to determine precisely the degree to which logistics customer service affects sales and generates the revenues for the firm. The purpose of this paper is to identify, categorize, and illustrate methods for estimating revenues associated with various levels of logistics customer service offerings.Design/methodology/approachThe purpose is achieved through simulation, statistics, and case studies.FindingsWhen the revenue effects of logistics customer service can be approximated, logistics strategies can be formulated that optimize profits and/or return on investment. Otherwise, logistics strategy is in danger of being sub‐optimized when logistics customer service levels are treated as planning constraints and costs minimized to meet them.Originality/valueThe paper sets forth a number of methods by which this sales‐service relationship can be generated and the effect of service on sales quantified. This provides an important basis for optimizing logistics strategy.
Logistics management in practice – towards theories of complex logistics
Authors: Nilsson Fredrik 
Published: July 2006

PurposeThe purpose of this paper is to present findings concerning what logistics managers perceive as being difficult and challenging, and what implications this may have for further advances in the logistics discipline.Design/methodology/approachThe point of departure for this study was to reflect on perceived problems, uncertainties, trends, and solutions in logistics, and how they are handled in the everyday work. The study was exploratory, inspired by grounded theory and aimed at providing grounds for further theory building in the area of real logistics.FindingsThe findings of this study was related to human, organizational and social aspects, i.e. how understanding and sense‐making can be accomplished in logistics efforts. A major outcome from this research endeavor was initial, empirically derived arguments toward theories of complex logistics.Research limitations/implicationsOne primary finding of importance was the identification of understanding and sense‐making of concepts, techniques and models in logistics. Thus, future research is needed to provide insights and guidance on how human factors can be considered and elaborated by management in logistics situations.Practical implicationsLogistics complexity needs consideration when logistics processes and phenomena are approached to ensure increase understanding for people involved and affected, and for the sense‐making of logistics phenomena.Originality/valueThis paper contributes to knowledge and understanding of uncertainty and challenges in logistics with focus on human aspects and perception. Previously, most research has focused on structural aspects and quantitative factors.