bluuebunny/crossref_metadata_2025_split huggingface dataset:
Zone‐of‐tolerance moderates the service quality‐outcome relationship
Authors: Yap Kenneth B. , Sweeney Jillian C. 
Published: March 2007

PurposeThe zone‐of‐tolerance (ZOT) is an innovative concept that has attracted recent attention in the services marketing domain. The ZOT represents a range of service performance that a customer considers satisfactory, which recognizes multiple expectation standards, specifically adequate and desired expectations. This study aims to extend Zeithaml, Berry and Parasuraman's examination in 1996 of the relationship between service quality and behavioral intentions across the ZOT by heeding Teas and DeCarlo's call in 2004 to examine the relationship for specific dimensions. The study also seeks to extend outcomes to include satisfaction and value.Design/methodology/approachExploratory and confirmatory factor analyses were used to assess measurement properties and regression analysis was used to test the hypotheses regarding the ZOT.FindingsConsistent with several previous studies, two dimensions of service quality were identified: tangibles and process, the latter having a greater influence on satisfaction and loyalty. Contrary to expectations, the relationship between service quality and outcomes did not strengthen above or below the ZOT for any of these outcomes and was significantly weaker below the ZOT for satisfaction, loyalty and propensity to switch.Originality/valueThis study suggests a moderating role for the ZOT in the quality‐key outcomes relationship and implies that to maximize investments in service improvements, there should be a focus on increasing service quality beyond the adequate level, rather than seeking to develop a customer franchise by creating “delight.”
Measuring the economic value of special libraries
Authors: Chung Hye‐Kyung 
Published: March 2007

PurposeThis study aims to present a new approach to measuring the economic value of special libraries, including certain time‐saving effects that the contingent valuation method application cannot exclusively prove.Design/methodology/approachA cost‐benefit analysis is used as a tool to determine whether the benefits of special libraries outweigh the cost incurred in providing the services. The benefits of such libraries are based on estimates of how much the user is willing to pay for the service, as well as the cost of time saved as a result of his contact with library services. A case study was conducted to show how special libraries could apply the proposed model to their library setting to measure the value of the library's services.FindingsAccording to the case study involving the KDI School Library, the economic value of its library services measured in terms of a B/C ratio was 1.97, serving as strong justification for the library's existence.Originality/valueThis study is more specific and accurate than previous studies in that it enables an individual analysis for each service special libraries offer and focuses on the types of benefit derived. It is hoped that the model will help analyze the strength of each library service as well as the total economic value of the library.
Remember the annual fund!
Authors: Ercolano Adriana 
Published: March 2007

PurposeThe purpose of this article is to share ideas for increasing alumni library donors through a university's annual giving efforts.Design/methodology/approachA case study is used to explain how alumni library donors are acquired and sustained.FindingsAgreeing to any and all means to bring new alumni donors to the libraries, consistent and increased alumni giving is achieved.Originality/valuePractical suggestions and reminders regarding an academic library annual giving program.
A conceptual overview of a holistic model for quality in higher education
Authors: Srikanthan Gitachari , Dalrymple John F. 
Published: March 2007

PurposeThis paper aims to develop an overarching basis to consider issues of quality in higher education.Design/methodology/approachAn attempt is made to synthesise different approaches to management in higher education.FindingsThe article concludes that it is possible to synthesise a model, based on existing literature, to uniquely address higher education.Research limitations/implicationsThe model developed is a conceptual one as emphasised by the title.Originality/valueProvides a thought framework for addressing the quality issues in higher education.
Enterprise‐wide technological transformation in higher education: the LASO model
Authors: Uys Philip 
Published: March 2007

PurposeThis paper seeks to discuss the Leadership, Academic and Student Ownership and Readiness (LASO) model for enterprise‐wide technological transformation in higher education developed by the writer as part of his PhD research.Design/methodology/approachThe article uses a comparative analysis of three case studies of the implementation of the LASO model over nine years. These case studies are the eLearning implementation on the Wellington campus of Massey University, New Zealand from September 1995 to December 2000, a five‐month consultancy in 2000 at the Cape Technikon, South Africa to lead the enterprise‐wide implementation of eLearning, and four years of implementing eLearning at the University of Botswana to January 2005.FindingsThe LASO model is an approach to ensure enterprise‐wide technological transformation in higher education through a strategically developed framework based on a clear and unified vision and a central educational rationale.Originality/valueThe paper questions the strong bottom‐up approach of Rogers' innovation of diffusion theory and the smooth contours of the innovation curve when applied to the enterprise‐wide infusion of eLearning in higher education.
Comparing elected mayors
Authors: Elcock Howard , Fenwick John 
Published: March 2007

PurposeThe paper aims to compare the office of directly elected mayor in England, Germany and the USA. Proposing and applying a conceptual model of government, governance and allegiance, it assesses the leadership role of the elected mayor in the three countries.Design/methodology/approachQualitative interviews were conducted with a sample of mayors in each country over a period of 11 years. These formed part of the authors' continuing research into local leadership and political management, which has also included interviews with ex‐mayors, elected representatives and senior officials.FindingsThe operation and success of the elected mayor in specific countries is influenced by formal variables (e.g. state constitutions, formal requirements) and informal relationships (e.g. with officials), represented in the distinction between structure and agency. The role of the individual mayor also varied in the light of local party affiliations. The paper considers the impact of these variables on the government, governance and allegiance functions of the elected mayor.Research limitations/implicationsIn providing an analytical framework and in the discussion of original research, a basis is provided for the further study of the office of elected mayor in different national contexts. This is likely to prove valuable as the future of sub‐national government is subject to continuity scrutiny.Practical implicationsThe adoption and growth of the elected mayoral system may be considered as an example of lesson drawing. This has both positive and negative implications. Positively, much can be learned from comparative experience. Mayoral systems have resulted in quicker decision making. The mayor provides a very visible form of local leadership and accountability. However, dangers lie in the over‐concentration of powers in the office of mayor and, in England especially, the failure of the mayoral system to enhance public engagement in local government.Originality/valueThe discussion will be of value to practitioners, policy‐makers and academic researchers who are concerned with the future of the elected local state and its office holders.
Course management software adoption: a diffusion of innovations perspective
Authors: Kilmon Carol , Helen Fagan Mary 
Published: March 2007

PurposeThe purpose of this study is to explore the adoption of course management software (CMS) among faculty in a nursing program in order to better understand the consequences that result from adoption decisions.Design/methodology/approachA case study approach was taken using a component of diffusion of innovations theory as a framework for exploring the research questions.FindingsDiffusion of innovations theory suggests there are three dimensions of consequences that should be analyzed: desirable versus undesirable consequences; direct versus indirect consequences; and anticipated versus unanticipated consequences. Consistent with Roger's theory, direct and anticipated consequences of adoption of a CMS by faculty went together. In addition, the research findings were consistent with Roger's theory in that it was difficult to separate desirable from undesirable consequences resulting from the innovation of course management system adoption.Originality/valueThe results of this research support Roger's theory while raising a number of new questions. A problem was identified with the classification of desirable versus undesirable consequences. Further research is recommended to clarify these consequences categories, while taking into account the perspectives of people who have different roles during the change process. This study only included faculty using the course management system. Additional research should focus upon the consequences of CMS use for students.
Applications of functional magnetic resonance imaging for market research
Authors: Kenning Peter , Plassmann Hilke , Ahlert Dieter 
Published: March 2007

PurposeThe purpose of this paper is to provide a brief overview of the methodology of several brain imaging techniques and in particular, functional magnetic resonance imaging (fMRI) and its potential implications for market research. The aim is to enable the reader both to understand this emerging methodology and to conduct independent research in the area.Design/methodology/approachA short introduction on current neuroimaging methods used in behavioral neuroscience is provided by means of a literature review. The ensuing discussion focuses on fMRI as the currently most popular neuroimaging technique. Having described the fMRI methodology, an outline of the analysis of functional neuroimaging data follows, after which there is a discussion of some key research issues.FindingsAlthough in its infancy, fMRI seems to be a useful and promising tool for market researchers. Initial studies in the field reveal that fMRI is able to shed light on subconscious processes such as affective aspects of consumer behavior.Practical implicationsBecause brand positioning, advertising strategies and even pricing strategies are often based on constructs such as emotions, neuropsychological findings and methods should have important implications for practitioners in the field of brand management and advertising. Nonetheless, far more basic research is needed before fMRI can be adopted for marketing practice.Originality/valueThis paper is one of the first in the marketing literature to provide a methodological overview of fMRI and discuss the potential implications for marketing research.
Implementation of total productive maintenance in food industry: a case study
Authors: Tsarouhas Panagiotis 
Published: March 2007

PurposeThe purpose of this paper is to adopt the total productive maintenance (TPM) in the food industry and especially in bakery products. The paper aims to develop a methodology for increasing production rate, improving the quality of the products and providing a healthier and safer work environment.Design/methodology/approachThe methodology is based on analysing the reliability data of an automatic production line. It is divided into four steps, whose aims are to bring forth improved maintenance policies of the mechanical equipment. Also, the continuous and thorough inspection of the production process is achieved through measurements of the overall equipment effectiveness (OEE).FindingsThe goal of development methodology is to bring competitive advantages, such as: increasing the productivity; improving the quality of the products; and reducing the cost production of the line.Practical implicationsThe development methodology in the food industry increases the production rate, improving the quality of the products and providing a healthier and safer work environment. It can be useful to guide food product machinery manufacturers and bread and bakery products manufacturers to improve the design and operation of the production lines that they manufacture and operate.Originality/valueThis paper presents the implementation of TPM in a pizza production line and, using certain assumptions, the generalization of the results in bakery production lines.
A process view of maintenance and its stakeholders
Authors: Söderholm Peter , Holmgren Mattias , Klefsjö Bengt 
Published: March 2007

PurposeThe purpose of this paper is to describe maintenance in a generic process model, in order to support an alignment of maintenance with other company internal processes aimed at fulfilling external stakeholder requirements.Design/methodology/approachThe proposed maintenance process model is based on existing theories and is illustrated by examples from a paper‐mill case study related to the maintenance of DC‐motors.FindingsThe proposed model supports a holistic view of maintenance and the alignment of the maintenance process with other company internal processes, in order to fulfil external stakeholder requirements.Research limitations/implicationsFurther research could include an application of the proposed maintenance model to test its usefulness to identify stakeholders and also hazard diagnosis.Practical implicationsThe importance of vertical and horizontal alignment between the maintenance process and other processes in order to achieve effectiveness and efficiency is illustrated. The model can be used to increase the understanding of the role of maintenance within a company. Thereby, the proposed process model provides valuable support for effective, efficient, and continuous risk reduction.Originality/valueThe proposed process view highlights that maintenance can contribute to the fulfilment of external stakeholders' requirements, which strengthens the proposition that maintenance should be seen as a business‐process that creates value and not as something that is a “necessary evil”.
Quality assurance staffing impacts in military aircraft maintenance units
Authors: Moore Terry D. , Johnson Alan W. , Rehg Michael T. , Hicks Michael J. 
Published: March 2007

PurposeThis paper summarizes our research into the impact that current Air Force quality assurance staffing practices have on key unit performance metrics.Design/methodology/approachInterviews and Delphi surveys culminated in the development of a quality assurance staffing effectiveness matrix. The matrix was used to calculate historical quality assurance staffing effectiveness at 16 Air Force combat aircraft units. Effectiveness scores were then regressed with unit historical data for 25 metrics.FindingsNine metrics were deemed statistically significant, including break rates, cannibalization rates, flying schedule effectiveness rates, key task list pass rates, maintenance scheduling effectiveness rates, quality verification inspection pass rates, repeat rates, dropped objects counts and safety/technical violations counts. An example benefit‐cost analysis for changes in quality assurance staffing effectiveness presents compelling evidence for maintenance managers to carefully weigh decisions to leave quality assurance personnel slots empty, or to assign personnel possessing other than authorized credentials.Originality/valueMaintenance managers can use this method to help determine personnel assignment strategies for improving quality assurance unit performance with respect to similar metrics, and other managers could adopt this general approach to more effectively link personnel resources to their organization's key performance indicators.
Knowledge management strategy diagnosis from KM instruments use
Authors: Meroño‐Cerdan Angel L. , Lopez‐Nicolas Carolina , Sabater‐Sánchez Ramón 
Published: March 2007

PurposeThe purpose of this article is to measure knowledge management (KM) implementation and determine KM strategy by assigning KM instruments into KM orientations.Design/methodology/approachInformation is collected from ten SMEs in Spain and ten in Austria taking part in a KM audit project.FindingsResults show that instruments can be used to diagnose KM strategy. Besides, some firm's characteristics as industry, national culture, size and age act as contingent factors. Personalisation strategy is predominant probably due to be more feasible in first KM stages.Research limitations/implicationsBesides the increase of cases, business strategy could be introduced to explore relationships with KM instruments and strategy.Practical implicationsThis study helps management to auto‐diagnosis its KM implementation and strategyOriginality/valueInstead of sophisticated measures, KM strategy is revealed considering knowledge instruments use.
The psychological contract of knowledge workers
Authors: O'Donohue Wayne , Sheehan Cathy , Hecker Robert , Holland Peter 
Published: March 2007

PurposeThe purpose of this paper is to explore whether the concept of psychological contracts underpinned by relational/transactional exchanges provides an adequate description of knowledge workers' contracts.Design/methodology/approachThe research approach uses interviews with ten scientists from within a pre‐eminent Australian scientific research and development organization, the Commonwealth Scientific & Industrial Research Organisation (CSIRO).FindingsThe research strong evidence of an ideological currency within the psychological contract for this set of knowledge workers.Practical implicationsThe research raises questions over the role of normative occupation‐specific beliefs about work, and the sharing of common currency elements by individuals in the same organization within the same occupation. The analysis lends support to calls in the literature for a reconsideration of the transactional/relational interpretative framework that underpins the psychological contract.Originality/valueThis exploratory study lends support to calls in the psychological contract for the reconsideration of the cognitive‐perceptual definition of the concept and its transactional/relational interpretative framework.
The impact of knowledge sharing on organizational learning and effectiveness
Authors: Yang Jen‐te 
Published: March 2007

PurposeThe purpose of this study is to empirically investigate the extent to which knowledge sharing and organizational learning affect organizational effectiveness.Design/methodology/approachThe research samples have been drawn from all levels of employees in the organizational hierarchy of international tourist hotels in Taiwan. The questionnaires were distributed to 1,200 participants across nine international tourist hotels in Taiwan. These hotels are globally managed or franchised by international groups of hotels and resorts.FindingsOf 499 usable questionnaires, the results suggest that knowledge sharing would facilitate the transformation of collective individual knowledge to organizational knowledge without the existence of orphaned knowledge and knowledge depreciation. Furthermore, this would result in the advancement of organizational learning and eventually, the enrichment of organizational effectiveness.Practical implicationsThe more individual intellectual capital is transferred to organizational assets, the greater the degree of strength of organizational capabilities will become. If organizations do not implant mechanisms for storing that all employees collectively learn, effects are not enduring. There would furthermore be a limited contribution to organizational learning.Originality/valueThis study contributes to KM literature that suffers from a paucity of research on the empirical examination of this subject.
Broadband videoconferencing as a knowledge management tool
Authors: Wolfe Mark 
Published: March 2007

PurposeThe purpose of this article is to augment evaluation of the effectiveness of broadband videoconferencing among distributed research teams.Design/methodology/approachTextual output from informal interaction in videoconferencing and chat room sessions was recorded and analyzed using qualitative and content analysis methods to test for knowledge processes thought to be embedded in informal collaborative interaction. An exit survey used nominal and ordinal data categories to measure participant perceptions of using videoconferencing technologies to enhance knowledge‐based collaboration. Indicators of informal interaction and knowledge processes were drawn from the knowledge management (KM) and videoconferencing literatures.FindingsAnalysis confirms communication and informal interaction dynamics supportive of knowledge creation and transfer. A summary assessment of the research addresses barriers identified in the study and suggests approaches for future KM research in video‐mediated research domain.Research limitations/implicationsProject time and resource constraints imposed research limits in terms of inter‐coder reliability and attention to several human factors and behavioral considerations highlighted in the study. The latter, however, are suggestive of further research opportunities, specifically in terms of user expectations and cultures of use of videoconferencing in the organizational setting.Practical implicationsThe research provides a template for communications‐based evaluation of advanced applications using broadband technology and collaborative workwares.Originality/valueThe paper is a first‐of‐its‐kind evaluation of true broadband videoconferencing that advanced a knowledge management perspective based on human communication dynamics over a normative information technology framework.
The hidden history of US public service telecommunications, 1919‐1956
Authors: Schiller Dan 
Published: March 2007

PurposeThe aim of this article is to show that US public‐service telecommunications, developing through a complex historical process, both engendered and depended on policies that compelled major changes in system development.Design/methodology/approachThe article contributes to the historiography of US telecommunications, and draws on archival sources and secondary scholarship.FindingsThe article shows that public service policies for telecommunications gradually became dominant, as widespread opposition to AT&T's corporate power gained political traction beginning in the 1930s. Although substantially limited, public service policies came to encompass expansion of service, labor relations, and corporate patents.Originality/valueThe article demonstrates that political conflict and crisis, not consensus, drove policy formation. It also shows that public service principles went far beyond the preferences of AT&T executives.