bluuebunny/crossref_metadata_2025_split huggingface dataset:
Symptoms of burnout and service recovery performance
Authors: Rod Michel , Ashill Nicholas J. 
Published: January 2009

PurposeThis study aims to expand on previous research on the antecedents and outcomes of burnout, and to examine the role of job resourcefulness as a situational personality trait with the capacity to ameliorate burnout. Using data from Call Center frontline employees (FLEs) in a New Zealand banking context, the paper seeks to investigate the direct influence of job resourcefulness in a model examining the antecedents and outcomes of burnout.Design/methodology/approachCall Center FLEs completed a self‐administered questionnaire on job demands, job resources, burnout symptoms, job resourcefulness and service recovery performance. Data obtained from the FLEs were analyzed using the SEM‐based Partial Least Squares (PLS) methodology.FindingsEight of the 14 advanced hypotheses were supported and the results suggest that job resourcefulness plays a significant role in burnout and in influencing Call Center FLE service recovery performance.Research limitations/implicationsLimitations of the study include the generalizability of the findings since the study was conducted within one organizational context and one country. Suggestions for future research include an examination of job resourcefulness as a moderator in the JD‐R model of burnout and other personality traits specific to frontline employee jobs such as Customer Orientation.Practical implicationsThe research advances understanding of burnout, personality traits and FLE service recovery performance in a Call Center context and the findings indicate that managers can take actions on a number of fronts to assist in reducing burnout symptoms and progress toward the achievement of Call Center service recovery excellence.Originality/valuePreviously, no attention has been given to understanding the antecedents of service recovery performance mediated by the symptoms of burnout in a Call Center context. In addition, there has been no attempt to examine the role of situational personality traits and their effect in burnout. By expanding existing burnout research, the study investigates a partial mediated model of burnout and its influence on Call Center FLE service recovery performance.
Signaling intrinsic service quality and value via accreditation and certification
Authors: Walker Rhett H. , Johnson Lester W. 
Published: January 2009

PurposeThis paper sets out to consider the role that can be played by independent professional accreditation systems and processes in influencing and grounding the intrinsic quality of what is offered by a service provider who has secured this certification.Design/methodology/approachThe approach takes the form of personal interviews conducted with senior management personnel within a range of accommodation providers who were responsible for preparing their accreditation submission.FindingsMore than 80 percent of respondents agreed that the process of applying for accreditation forced a critical review of all aspects of their operations, and heightened their awareness of things that could prove problematic and ways by which these problems could be effectively countered. Respondents also agreed that the process served to motivate the development and detailed documentation of policies, systems and procedures, which enabled greater consistency in the standard of what is provided.Practical implicationsThe findings suggest that rigorous accreditation processes help service providers to review and confirm the appropriateness of what may already be in place, to ground the quality of what might need to be put in place, and to improve the standard of what is currently in place.Originality/valueThe paper augments what is posited by the service‐profit chain framework, shows how a focus on intrinsic quality can help to close the service design and standards gap, and also shows how extrinsic and independent professional accreditation processes can ground and enable the intrinsic quality and standard of what is offered.
Bridge over troubled water or long and winding road?
Authors: Sum Chau Vinh , Kao Yu‐Ying 
Published: January 2009

PurposeThis paper seeks to apply the SERVQUAL model to identify critical performance measures in the airline industry, exploring differences between Eastern and Western expectations of airline service quality and delivery.Design/methodology/approachData from 263 effective questionnaire responses were collected from two locations – Taipei (Taiwan) and London (UK) – to compare differences between the well‐documented gap‐5 (between perceived and expected levels of service quality) values of respondents from these places of origin.FindingsThe paper generally finds that: there is a statistically significant difference between the perceived and expected levels of service quality in the airline industry; these are affected by such demographic factors as education, occupation and income levels (but not all that were examined); the SERVQUAL model's dimensions represent appropriately the airline industry; and the gap‐5 sizes of these quality dimensions have a significant impact on customer satisfaction and service value; but there does not seem to be a statistically significant difference between the gap‐5s of respondents from the two locations.Research limitations/implicationsThe paper limited the research to data from two locations, and makes a bold assumption that the two locations make adequate representations of views from the East and West.Practical implicationsGap‐5 and general SERVQUAL analyses seem to apply well to the airline industry. Further, management effort need not be different for the delivery of service quality between Eastern and Western passengers/customers. The findings are generalizable to other sectors for which service quality is an important public sector concern (e.g. household utilities).Originality/valueA generic framework is presented for how service quality dimensions, and issues of gap‐5, relate to overall service quality, customer satisfaction, and service value, in the passenger airline industry.
Building bridges with women
Authors: Lawrance Richard 
Published: January 2009

PurposeThis paper aims to advance the view that more women must be attracted to careers in engineering.Design/methodology/approachPuts forward figures to illustrate the under‐representation of women in engineering, and makes some suggestions about how this can be rectified.FindingsHighlights the need to encourage pupils in schools towards science‐based subjects such as physics, and to create an environment where learning is not dominated by gender‐based stereotypes. Describes an initiative by UK universities to offer grants and bursaries to the brightest female students studying engineering courses. Advances the view that companies must make the case directly to women that their corporate cultures now reflect more enlightened diversity policies. Creating mentoring programs that engage girls at school and women at university will also help to develop credibility among women of the attempts being made by engineers at every level.Practical implicationsArgues the need to continue to combine different tactics to form an assertive, active and attractive campaign, promoting engineering as a source of worthwhile, rewarding and interesting career opportunities.Originality/valueContends that the massive under‐representation of women in engineering in the UK undermines both a sense of social justice as well as the country's mission to be the most advanced industrialized economy in the world.
Delivering an international HR strategy at DHL
Authors: Edmonds Carron 
Published: January 2009

PurposeThis paper aims to demonstrate how logistics company DHL's work on incorporating events into its internal‐communications strategy has enhanced employee engagement.Design/methodology/approachDraws specifically on one campaign within the company's Europe, Middle East and Africa (EEMEA) regions. Examines how this helped DHL to communicate with its diverse and widespread employee audience.FindingsHighlights the benefits of incorporating events into an internal‐communications strategy. Reveals that DHL decided that one of the best ways to communicate with its selection of employees across the EEMEA region was physically to take the message to them.Practical implicationsShows how investing in staff communication can have an impact on staff morale, communication and attitudes towards the company.Originality/valueHighlights an increase in employee morale and engagement.
Measuring performance of virtual learning environment system in higher education
Authors: Ho William , Higson Helen E. , Dey Prasanta K. , Xu Xiaowei , Bahsoon Rami 
Published: January 2009

PurposeThe purpose of this paper is to measure the performance of commercial virtual learning environment (VLE) systems, which helps the decision makers to select the appropriate system for their institutions.Design/methodology/approachThis paper develops an integrated multiple criteria decision making approach, which combines the analytic hierarchy process (AHP) and quality function deployment (QFD), to evaluate and select the best system. The evaluating criteria are derived from the requirements of those who use the system. A case study is provided to demonstrate how the integrated approach works.FindingsThe major advantage of the integrated approach is that the evaluating criteria are of interest to the stakeholders. This ensures that the selected system will achieve the requirements and satisfy the stakeholders most. Another advantage is that the approach can guarantee the benchmarking to be consistent and reliable. From the case study, it is proved that the performance of a VLE system being used at the university is the best. Therefore, the university should continue to run the system in order to support and facilitate both teaching and learning.Originality/valueIt is believed that there is no study that measures the performance of VLE systems, and thus decision makers may have difficulties in system evaluation and selection for their institutions.
Total quality management practices in Turkish primary schools
Authors: Töremen Fatih , Karakuş Mehmet , Yasan Tezcan 
Published: January 2009

PurposeThe purpose of this paper is to determine the extent of total quality management (TQM) practices in primary schools based on teachers' perceptions, and how their perceptions are related to different variables.Design/methodology/approachIn this study, a survey based descriptive scanning model was used. This study was carried out in Malatya city centre on teachers working at primary schools. Using stratified sampling method, 21 schools and 420 teachers working in these schools were selected randomly. A total of 396 of the questionnaires were validated and evaluated. A total of six‐dimensioned and a 60‐itemed questionnaire was administered to these teachers. Data were analysed by SPSS program.FindingsIn the perceptions of teachers, there were some problems with the indicators of TQM practices, especially on the dimension of change management. There were significant differences among teachers' perceptions on TQM practices depending upon the variables of branch, level of education and tenure, while there were no meaningful differences according to the gender variable.Practical implicationsThe findings reveal the need for an effective change management, educating staff and utilizing human resources to attain a system‐wide quality improvement, to implement the principles of TQM.Originality/valueQuality improvement is a continual process that should be taken up from the operational level to senior management. Primary schools, as the basic subsystem of educational super‐system, affect upper level schools with their outcomes. So TQM efforts at primary schools are fundamentally important to achieve a high quality education system. This paper sheds light on how to improve quality at this basic level.
Quality assurance in distance learning libraries
Authors: Tripathi Manorama , Jeevan V.K.J. 
Published: January 2009

PurposeThe paper aims to study how the present distance learning libraries can improve upon their existing services and introduce new ones to enhance quality of services to distance learners.Design/methodology/approachThe paper includes a review of literature on quality assurance in open and distance education in general and student support services in particular. It studies and compares the current practices followed by libraries at open universities, which have proved trailblazers in distance education.FindingsThis paper proposes an action plan for distance learning libraries and offers suggestions for improving their library services.Originality/valueThis paper will be of interest to library science researchers and professionals working in distance learning libraries with responsibility for quality assurance.
Principals' and students' perceptions on parental contribution to financial management in secondary schools in Kenya
Authors: Kiplangat Koross Peter , Waithanji Ngware Moses , Kiplangat Sang Anthony 
Published: January 2009

PurposeThe management of secondary schools in Kenya has faced a number of challenges over the past few years. These challenges have been manifested in the many ways including lack of financial transparency, which culminate in unaffordable secondary schools fees. The aim of this paper is to present the findings of an investigation into the contribution of parents to the financial management of secondary schools in Kericho district of Kenya.Design/methodology/approachThe study was exploratory in approach with a descriptive survey being used as a method of inquiry. A sample size of 30 (47 percent) was selected from 64 secondary schools in the district. From this sample, proportional sampling was then used to get seven provincial and 23 district schools into the sample. Purposive sampling was used to get the schools from each category and the respondents from each school into the sample. Questionnaires and interview schedules were used to solicit information and perceptions from principals and students.FindingsThe findings of this study indicated that Principals and students perceived parental involvement in financial management as present to some degree in most schools. The results also indicated that parental involvement had positive influence on financial management outcomes. Since schools' finance is critical in school management outcomes, it is therefore important for education stakeholders to increase parental involvement.Practical implicationsParental participation can have positive impacts on the processes of teaching and learning with active and frequent contacts between parents and school administration improving school's financial accountability and transparency. Participation will strengthen the partnership between parent teacher associations, community and school administration in addition to democratizing school governance.Originality/valueBased on the findings of the study, parental involvement in the area of financial management is still low in the district. It was also noted that parental involvement greatly influenced the way finances in schools were managed. From these observations, parental levels of involvement in the area of school finances affect financial transparency in schools.
Education hub at a crossroads
Authors: Choon Boey Lim Fion 
Published: January 2009

PurposeThis paper aims to examine the development and effectiveness of quality assurance as a competitive tool for Singapore's private tertiary education in an increasingly competitive global market.Design/methodology/approachA review of the growth of private education in Singapore is presented and issues related to quality and Singapore's quality assurance framework are discussed in this paper. The experience of “private schools”, that is, private tertiary education providers, in relation to quality assurance is documented through two case studies of two typical private schools in Singapore.FindingsIt was found that quality assurance of private tertiary education in Singapore is still narrowly focused on business and management processes. The government has not yet imposed any form of regulatory framework to ensure that academic standards are upheld. Rather, private schools are relying heavily on their own initiatives to safeguard teaching quality.Practical implicationsThis paper reveals the insufficient nature of quality assurance in Singapore's tertiary private education industry. The paper suggests a need for more collaboration between the Singapore Government and the private education providers in order that appropriate quality assurance is provided. The findings strongly suggest that it is critical for Singapore to re‐evaluate its quality assurance framework in order to realize its vision of becoming a regional educational hub.Originality/valueThis paper draws from the experience of the interviewees and will be of interest to those in the field of private education.
Towards a “theoretical toolbox” for strategic sourcing
Authors: Shook Christopher L. , Adams Garry L. , Ketchen David J. , Craighead Christopher W. 
Published: January 2009

PurposeThe goal of this paper is to provide a broad foundation for future research in the area of strategic sourcing.Design/methodology/approachThe foundation is derived by drawing from various well‐established organizational theories. Specifically, strategic sourcing was viewed from the perspective of institutional theory, resource dependence theory, network theory, systems theory, resource/knowledge‐based views of the firm, transaction cost economics, agency theory, strategic choice theory, sociocognitive theory, and critical theory.FindingsBy viewing strategic sourcing through the lens of ten organizational theories, this research provides multiple insights into many interrelated strategic sourcing questions, such as when to make, buy or ally, how many and which suppliers, and how to manage sourcing relationships. The paper offers a rich and diverse foundation to foster future theory‐building activities in sourcing and supply management research.Originality/valueWhile some of these theory bases have been utilized, to some degree, in the supply management research, the paper offers a more holistic perspective of theoretical insights for strategic sourcing. Each of these organizational theories could be utilized as a foundation for future studies. Further, the paper offers competing and/or complementary theory bases to enhance possible insights into many strategic sourcing questions such as when to make, buy or ally.
The human impact on supply chains: evaluating the importance of “soft” areas on integration and performance
Authors: Shub Allen N. , Stonebraker Peter W. 
Published: January 2009

PurposeThe purpose of this paper is to contrast traditional transaction‐based supply chain strategies with emerging relationship‐based strategies in human resource and organizational areas.Design/methodology/approachA theoretical framework is proposed based on the relationship of human resource variables (staffing, training, evaluation, and compensation) and organization variables (structure, culture, and empowerment strategies) with supply chain integration and performance.FindingsA model is presented of the relationship of human resource and organization variables with supply chain integration and performance. Propositions are posited and conclusions are noted with suggestions for further research.Research limitations/implicationsThe paper is clearly only theoretical. Much empirical testing is yet to be done.Originality/valueThe paper is among the first to focus the relationships of human resource strategies and organization variables with supply chain integration and performance. While the structuring and measurement of integrated global supply chain flows, particularly of the “hard” products, services, and information, are well established, much less is understood concerning the contribution of such “soft” areas as human resource management activities and organization variables.
Impact of agile supply chains' delivery practices on firms' performance: cluster analysis and validation
Authors: Khan K Arif , Bakkappa B. , Metri Bhimaraya A. , Sahay B.S. 
Published: January 2009

PurposeThe purpose of this paper is to identify the critical distribution practices of agile supply chains and provide a comprehensive framework that can be used to improve the responsiveness of supply chains. The research is carried out in the context of different manufacturing industries and provides empirical evidence that agile supply chain distribution enhances organisational performance.Design/methodology/approachThe paper employed survey research, using a sample of 128 manufacturing companies.FindingsThe paper explores the critical distribution practices of supply chains that make supply chains agile. Collaborative distribution, order commitment, distribution flexibility and inventory management are the key SCM distribution practices associated with agile supply chains, and have significant impact on organisational performance.Research limitations/implicationsData were collected from a single node/respondent of a supply chain. Further research could be carried out using mutiple node data of each supply chain to make the research more meaningful and generalisable.Practical implicationsThe findings may be used to gauge the competitive capabilities of SCM distribution and to guide organisations to measure and improve supply chain responsiveness and organisational performance.Originality/valueThe paper provides evidence regarding the impact of the critical distribution practices of agile supply chains on performnace.
Mastery of operational competencies in the context of supply chain management
Authors: Halley Alain , Beaulieu Martin 
Published: January 2009

PurposeAccording to the most recent theories, the competitiveness of organizations is based on the development of competencies. Core competencies result from greater mastery than competitors of organizational abilities valued by customers. This paper seeks to investigate how a more thorough integration of the supply chain may be associated with greater mastery of operational competencies.Design/methodology/approachThe study is based on a mail survey carried out among Canadian manufacturing companies.FindingsThe statistical analyses identified four clusters of respondents with regard to their supply chain management practices. These practices may be either distant or integrated with upstream or downstream partners. The other component of the study made it possible to identify four operational competencies – i.e. cost, delivery, logistic services, and design. It was observed that the group with the most highly integrated supply practices mastered an operational competency in logistic services.Research limitations/implicationsThe limited size of the sample and its regional character may limit the generalization of results. The study will therefore be reproduced in other regions of the world.Originality/valueVery little research has been done on the impact of supply chain management on operational competencies. Using the results of an empirical study, the paper provides a better understanding of the relationship between supply chain management practices and the development of operational competencies. It also offers a somewhat different view of the concept of supply chain integration.