bluuebunny/crossref_metadata_2025_split huggingface dataset:
On‐screen characters: their design and influence on consumer trust
Authors: Luo J.T. , McGoldrick Peter , Beatty Susan , Keeling Kathleen A. 
Published: July 2006

PurposePrevious research has focused on how trustworthiness can be evoked by the physical design of on‐screen characters (OSCs) within the e‐commerce interface. The purpose of this study is to investigate whether or not the OSCs representation, along with user differences, influence, how likeable, appropriate and trustworthy they are.Design/methodology/approachA web site was created for a simulated online bookseller and 183 people from various countries participated in the experiments. OSC representations were tested under four conditions in the main experiment: facial appearance (human‐like vs cartoon‐like) and gender (male vs female).FindingsThe results suggest that the human‐like characters are more likeable, appropriate and trustworthy in general terms. However, when perceived capabilities of OSCs are measured, a mismatch can occur between expectations and capabilities of the human‐like OSCs. In fact, cartoon‐like OSCs, especially female, had more positive effects on the web site interface.Research limitations/implicationsThis study was limited to simulations of on‐screen scenarios. Future work, with access to the huge database required, could investigate the effects of truly interactive OSCs. Larger national sub‐samples would permit generalisations about cross‐cultural differences.Practical implicationsFor e‐tailers and web designers, this study suggests critical design variables and response‐moderating variables that mediate the effects of OSCs in e‐retailing. It helps to understand customers' interaction needs in establishing and maintaining para‐social relationships, potentially increasing purchase intentions and persuasion.Originality/valueThe efficacy of different representations of OSCs to retail situations has been little investigated previously; this study measured how likeable, appropriate and trustworthy different OSC design formats are to different customer types.
I love my accountants – they're wonderful: understanding customer delight in the professional services arena
Authors: McNeilly Kevin M. , Feldman Barr Terri 
Published: July 2006

PurposeThis study of professional accounting firm clients identifies a set of common expectations, examines the opportunities to exceed expectations, and considers the potential of exceeding expectations and “delighting” clients.Design/methodology/approachUsing a subsample of accounting firm clients, common activities and behaviors thought to have the greatest potential for delivering exceptional service were identified. Two larger samples of business clients in the US Midwest were interviewed and they rated their accounting service provider on eight activities and then described an outstanding service encounter.FindingsDescriptive statistics showed that the strongest service expectations involve meeting deadlines, relating well to the client's employees, being available, and being knowledgeable about the client's firm and industry. The content analysis of the open‐ended question identified competency and expertise as areas where expectations were exceeded. Comments identified a few instances of client “delight.”Research limitations/implicationsSample size and the focus on one industry was a limitation. Given the competitive nature of professional services today, more studies from a variety of service providers in multiple settings (domestic and foreign) need to be conducted to assess whether other service providers exceed expectations and how they delight their clients to keep their loyalty.Originality/valueThe results indicate that service providers are meeting and exceeding client expectations, but may stop short of delighting them. The study found that there is no one way to create delight. Service providers need to know what causes client problems and listen to their desires, so that these clues can provide direction as to ways to create delight through cost‐effective endeavors.
Why consumers are not using internet banking: a qualitative study
Authors: Gerrard Philip , Barton Cunningham J. , Devlin James F. 
Published: July 2006

PurposeThis paper illustrates why consumers are resistant to using internet banking.Design/methodology/approachA survey was used to acquire data from 127 consumers who were not internet bank users.FindingsUsing a content analysis procedure, eight factors were identified which explain why consumers are not using internet banking. In order of frequency, the factors are: perceptions about risk; the need; lacking knowledge; inertia; inaccessibility; human touch; pricing and IT fatigue.Research limitations/implicationsA list of those consumers who were not internet banking users could not be sourced, meaning that a random sample could not be carried out. The factors which emerged, however, appear to provide a comprehensive understanding of why certain consumers are not internet banking users. The factors provide a useful basis for researchers to conduct studies to better understand what influences a consumer decision not to use the internet as a means of sourcing banking services.Practical implicationsThe findings provide a framework for creating a strategy to enhance adoption rates.Originality/valueThe findings create an awareness of the various reasons explaining why consumers are not becoming internet banking users. The various reasons provide scholars with an opportunity to conduct further research in this area and practitioners with an opportunity to enhance adoption rates.
Segmenting service “complainers” and “non‐complainers” on the basis of consumer characteristics
Authors: Bodey Kelli , Grace Debra 
Published: July 2006

PurposeThis study examines service “complainers” and “non‐complainers” on the basis of four personality characteristics (perceived control, Machiavellianism, self‐efficacy, self‐monitoring) and attitude toward complaining.Design/methodology/approachThis study employed a quantitative methodology. Data were gathered via self‐report survey to a sample of 200 university students.FindingsThe results indicate that attitude toward complaining, perceived control and self‐monitoring were significant discriminating variables between “complainers” and “non‐complainers”. Other variables tested such as self‐efficacy and Machiavellianism were not significant.Research limitations/implicationsThe use of a student sample limits the findings beyond this group, however, student samples do tend to be representative of the general buying public. Therefore, it is suggested that the variables studied here should be further examined using a more diverse consumer sample. In addition, the relationship between attitude toward complaining and complaint behavior warrants further investigation, as it appears that this relationship may deviate from the expected attitude‐behavior relationship, particularly where “non‐complainers” are concerned.Practical implicationsWhile the importance of encouraging customer complaints cannot be overstated, it appears, from the findings of this study, that personality traits and attitudes may, in some cases, prohibit customers from engaging in complaint behavior. Therefore, it is imperative that service firms analyse their service provision and complaint processes so that the likelihood of customers complaining in the event of service failure is maximized. Such strategies may well include feedback surveys or service provider/employee evaluation forms, toll free numbers and customer service calls.Originality/valueThis paper makes a significant contribution to our understanding of complaint behavior through the exploration of consumer characteristics that have not before been examined within this realm.
The persistent plague of plagiarism
Authors: Maxymuk John 
Published: July 2006

PurposeThis article aims to introduce the numerous library web sites devoted to the issue of plagiarism.Design/methodology/approachSurveys several web sites devoted to the issue of plagiarism and compares them against each other. The author notes the intended audience and approach in each site.FindingsMany web sites examining the issue of plagiarism have been developed and are maintained by libraries. The topic of plagiarism has clearly entered the purview of librarians.Originality/valueEven though all web sites examined were created by libraries, not all sites are equal. Some clearly state what plagiarism is, while others provide tutorials as the method of instruction. As such, this survey provides many options from which to choose so that one can determine which approach is appropriate for their own institution to use.
Approaching a three‐day turnaround for e‐reserves: learning from Amtrak's mistakes
Authors: Farrell Gabriel S. 
Published: July 2006

PurposeThe purpose of this paper is to apply the best practices defined by the Government Accounting Office (GAO) in its assessment of Amtrak to infrastructure improvements in electronic reserves at Columbia University Libraries.Design/methodology/approachThe paper draws on a 2004 GAO report, Intercity Passenger Rail, to set a framework for the handling of infrastructure improvement projects, and then examines a hypothetical electronic reserves project in light of that framework.FindingsThis paper concludes that the best practices laid out in the GAO report, which include comprehensive planning, risk assessment, comprehensive financial management, accountability and oversight, and stakeholder involvement, are appropriate guidelines for any infrastructure improvement project. Many projects must address issues outside of infrastructure, however, and may benefit from outcomes‐based goals and policy adjustments.Originality/valueThe paper is of benefit in the planning of library projects that include infrastructure improvements.
A tribute to Gwen Leighty
Authors: Paustenbaugh Jennifer 
Published: July 2006

PurposeThe purpose of the paper is to provide a tribute to the life and work of library fund‐raiser Gwen Leighty.Design/methodology/approachThe paper uses personal knowledge and references to Academic Libraries Advancement and Development Network (ALADN) and LIBDEV web sites.FindingsThe paper finds that fundraising is connecting with people and the journey that each development officer must make while raising funds for their library.Originality/valueThe paper presents a brief history of ALADN and the valuable contribution one person made to the cause of library fund‐raising.
Cognitive dissonance, supervision, and administrative team conflict
Authors: Zepeda Sally J. 
Published: July 2006

PurposeThe purpose of this paper is to record and summarize the tensions and problems experienced by a high school administrative team as they attempted to change supervision alongside instruction in a transition to a new block schedule.Design/methodology/approachA case study method was used. As a case study, the research is contextual in relation to the high school being studied. Data were collected for 14 months using individual interviews with administrators, site observations, and artifact collection.FindingsData indicated that, no matter what strategy was discussed, the participants did not want to supervise teachers, and they would only do so under mandate by the principal.Originality/valueGiven the dearth of research examining the work of K‐12 school administrative teams, this research provides entrée to future studies.
Systems analysis of the UAE education system
Authors: Gaad Eman , Arif Mohammed , Scott Fentey 
Published: July 2006

PurposeThis purpose of this paper is to examine the organization of the UAE educational system, its components, their goals, and finally their effectiveness.Design/methodology/approachThree elements of the UAE education system were examined: the development; delivery; and evaluation and feedback.FindingsOn analysis, it was found that there is poor alignment among what the system was developed for, how it was delivered, and what was evaluated. In order to align this system significant efforts are needed to ensure that extensive documentation in terms of teachers' guides, training sessions for teachers and supervisors, and relevant evaluation instruments must be designed with systems thinking as the guide.Research limitations/implicationsAn orientation to goals rather than textbooks, to systems thinking, and to the vision developed for the system (and perhaps some form of strategic feedback to the respective committees established in the structural framework delineated by the ministry) might be worth consideration to erase the misalignment indicated by this research.Originality/valueThis paper will be of interest to those involved in education and in particular, those involved in the education system within the UAE.
Multiple criteria decision‐making techniques in higher education
Authors: Ho William , Dey Prasanta K. , Higson Helen E. 
Published: July 2006

PurposeThe purpose of this paper is to review the literature which focuses on four major higher education decision problems. These are: resource allocation; performance measurement; budgeting; and scheduling.Design/methodology/approachRelated articles appearing in the international journals from 1996 to 2005 are gathered and analyzed so that the following three questions can be answered: “What kind of decision problems were paid most attention to?”; “Were the multiple criteria decision‐making techniques prevalently adopted?”; and “What are the inadequacies of these approaches?”FindingsBased on the inadequacies, some improvements and possible future work are recommended, and a comprehensive resource allocation model is developed taking account of these factors. Finally, a new knowledge‐based goal programming technique which integrates some operations of analytic hierarchy process is proposed to tackle the model intelligently.Originality/valueHigher education has faced the problem of budget cuts or constrained budgets for the past 30 years. Managing the process of the higher education system is, therefore, a crucial and urgent task for the decision makers of universities in order to improve their performance or competitiveness.
An investigation into international business collaboration in higher education organisations
Authors: Ayoubi Rami M. , Al‐Habaibeh Amin 
Published: July 2006

PurposeThe purpose of this paper is to develop a comparative analysis of the main objectives of international institutional partnerships in four UK leading universities. Based on the presented case studies, the paper outlines a model for objectives and implementation of international partnership.Design/methodology/approachUsing a multiple case study approach, the paper employs three sources of data: templates of international partnerships, actual agreements of international partnerships and interviews with senior and very senior managers concerned with internationalisation at the four universities. The analysis includes inter‐university comparative analysis and templates‐agreements‐interviews comparative analysis for each of the four universities separately.FindingsIt is found that, for the four universities, the objectives of international partnerships are related to both students and staff with relative importance given to the student dimension. While the student dimension refers to any overseas partnerships where the core topic of the partnership is the student whether it is related to student exchange, collaborative programs, student recruitment, etc.; the staff dimension refers to any overseas partnerships that are more related to the staff topic, such as joint research, collaborative teaching, staff exchange, etc.Research limitations/implicationsThe comparative analysis of templates‐agreements‐ interviews show some gaps in international strategy design in one of the universities, and some gaps in international strategy implementation in the other three universities.Practical implicationsThe comparative analysis is developed into a model for international strategy design and implementation. This model can assess university managers in running their international business.Originality/valueThe paper highlights the importance of adopting a realistic strategy by university managers. The realistic strategy is the strategy that gives equivalent attention to the two dimensions: the design and the implementation.
Structural barriers: redesigning schools to create learning organizations
Authors: Randeree Ebrahim 
Published: July 2006

PurposeThe purpose of this paper is to focus on schools and address the structural dimensions of the organization as well as the hierarchical design of information flows between stakeholders. The paper highlights current structural barriers to creating learning organizations.Design/methodology/approachThis paper utilizes a conceptual model.FindingsThe analysis shows that the previous process and perception changes as they relate to learning are moderated by structure, and that success in building the learning organization is limited without redesign of the learning environment.Practical implicationsWhile restructuring is not the solution by itself (although some administrators like to think so), the restructuring of the school is a moderator of all the changes occurring in the path to creating a learning organization.Originality/valueThe paper provides a look at the barriers within schools and provides a practical agenda for action that enables the creation of learning organizations.
Au revoirto partnerships: what's next ?
Authors: Diamond John 
Published: July 2006

PurposeTo review the current debates on partnership working and to examine whether a “fitness for purpose” test is an appropriate way of evaluating existing developments.Design/methodology/approachThe paper examines the conceptual frameworks within which the partnership discourse has been located, and reflects on whether this enables both practitioners and academics to make sense of the partnership literature and arrangements.FindingsThe paper argues that existing frameworks are limited and suggests that alternative models need to be considered.Practical implicationsThe paper invites the practitioner/academic community to reassess existing models in the light of experience and analysis.Originality/valueThe paper provides an alternative framework within which to situate partnership development and practice.
Universities in a competitive global marketplace
Authors: Hemsley‐Brown Jane , Oplatka Izhar 
Published: July 2006

PurposeThe purpose of this systematic review was to explore the nature of the marketing of higher education (HE) and universities in an international context. The objectives of the review were to: systematically collect, document, scrutinise and critically analyse the current research literature on supply‐side higher education marketing; establish the scope of higher education marketing; identify gaps in the research literature; and make recommendations for further research in this field.Design/methodology/approachThe approach for this study entailed extensive searches of relevant business management and education databases. The intention was to ensure that, as far as possible, all literature in the field was identified – while keeping the focus on literature of greatest pertinence to the research questions.FindingsThe paper finds that potential benefits of applying marketing theories and concepts that have been effective in the business world are gradually being recognised by researchers in the field of HE marketing. However, the literature on HE marketing is incoherent, even inchoate, and lacks theoretical models that reflect upon the particular context of HE and the nature of their services.Research limitations/implicationsThe research field of HE marketing is still at a relatively pioneer stage with much research still to be carried out both from a problem identification and strategic perspective.Originality/valueDespite the substantial literature on the marketisation of HE and consumer behaviour, scholarship to provide evidence of the marketing strategies that have been implemented by HE institutions on the supply‐side remains limited, and this is relatively uncharted territory. This paper reviews the literature in the field, focusing on marketing strategies in the rapidly developing HE international market.
Do financial markets care about social and environmental disclosure?
Authors: Murray Alan , Sinclair Donald , Power David , Gray Rob 
Published: July 2006

PurposeThe purpose of the paper is to explore whether there is any relationship(s) between social and environmental disclosure and the financial market performance of the UK's largest companies.Design/methodology/approachTwo data sets were used in the study. The CSEAR database of UK companies provided the social and environmental disclosure component. The second data were the stock market returns earned by the largest UK companies as listed byThe Times1,000. A series of statistical tests was performed to examine whether any relationship could be detected in either the cross sectional or longitudinal data over a period of ten years.FindingsNo direct relationship between share returns and disclosure was found. Neither had such a relationship been expected, in keeping with the prior literature. However, the longitudinal data revealed a convincing relationship between consistently high(low) returns and the predilection to high(low) disclosure. There is no single convincing theoretical explanation as to why this might be.Originality/valueThis paper demonstrates the importance of examining a range of hypotheses on longitudinal data when other research suggests that any relationships are unlikely to be unstable year on year. More significantly, this paper is motivated not by a concern to understand better how investors' already‐high returns may be bettered, but rather to explore how the alleged potential of financial markets to contribute to social responsibility and sustainability might be engaged.
Public sector accountability and commercial‐in‐confidence outsourcing contracts
Authors: Barton Allan D. 
Published: July 2006

PurposeThe purpose of this paper is to examine the concept, need and requirements for accountability in the public sector, and how the use of outsourcing activities on a commercial‐in‐confidence basis negates the accountability requirement and can lead to inefficiency. This thereby negates the major benefit claimed for outsourcing.Design/methodology/approachThe paper adopts a normative approach based on political science and economic theory to analyse the concept of accountability and its ramifications. It uses the redevelopment of a public football stadium as a case study to illustrate the consequences of commercial‐in‐confidence outsourcing.FindingsThe postulated consequences are confirmed by the case study.Research limitations/implicationsInformation about potential problems generally becomes available only after the event when it is too late to correct the problems. However the analysis and empirical evidence have important implications for policy making to curtail the practice.Originality/valueThe paper highlights the importance of freely available information concerning public sector operations to help ensure efficiency in resource use. It is the public sector counterpart to Adam Smith's “invisible hand” which brings about efficiency in private sector markets.